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Cant Edit/Resolve an Incident

Liam_NashLiam_Nash Customer IT Monkey ✭
Hello,

The OK button at the bottom of the incident window is not available for clicking after making changes.

Im taking the following steps from the Outlook console:

Select My Active Work Items from Outlook
Open a current incident
Selecting Resolve from the tasks drop down
Selecting Fixed by Analyst in the resolution category
Typing my resolution in the comment field
Selecting OK to return to the Active Incident

At this point the OK button is greyed out so I cannot apply the changes to the incident, my only option is to cancel, losing any changes made.

Thanks

Liam

Answers

  • Brian_WiestBrian_Wiest Customer Super IT Monkey ✭✭✭✭✭
    A required field is blank in the incident form.
    The following are required, Title, Description, Classification Category, Impact, and Urgency.
    Once they all have content then OK will become clickable.
    HTH
  • Liam_NashLiam_Nash Customer IT Monkey ✭
    A required field is blank in the incident form.
    The following are required, Title, Description, Classification Category, Impact, and Urgency.
    Once they all have content then OK will become clickable.
    HTH
    Thanks Brian, but all fields including the ones you mention are populated with information. 
  • Brian_WiestBrian_Wiest Customer Super IT Monkey ✭✭✭✭✭
    Are any outlined in Red?
    Its possible that the value in the field is not matching what is available via the console.
    If you open the same WI via the console it is OK greyed out as well?
  • Liam_NashLiam_Nash Customer IT Monkey ✭
    No, nothing outlined in Red.

    The OK button is fine if I look at the incident directly in the Service Manager Console. All the fields match in the SM Console and my Outlook Addin view but still the OK remains greyed out.
  • Brian_WiestBrian_Wiest Customer Super IT Monkey ✭✭✭✭✭
    Check your licenses.
  • Liam_NashLiam_Nash Customer IT Monkey ✭
    Hi, licenses are fine works ok for other team members. 

    I installed the addon onto a new workstation and it does the same for me, look to be profile related. Where in the user profile can I clear out all of the relevant settings?


    Thanks
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