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Can we see who completed or closed a ticket

Ken_Curtis

Ken_Curtis Customer IT Monkey ✭

October 2016 in Service Manager Portal Feature Requests

When a user changes the status of a ticket and marks it as complete, the history shows the portal service account as the account that made the change. Is there any current way to have the actual user linked to the step. Right now there is frustration that when an analyst closes a ticket there is not a way to see who did so.

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Submitted · Last Updated October 2016

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Dakota_Green Member Advanced IT Monkey ✭✭✭

October 2016 edited October 2016

Hello Ken,

Usually, after a period of time (usually seven days), an IR is automatically switched from Completed to Closed, which is done by the service account and not any specific user, unless the user him/herself is switching it manually from Completed to Closed. This is the expected behavior as it's the service account that is closing the work item, not the user itself.

If you are seeing that a work item is being Completed by the service account, are you using Windows Authentication/Single Sign-On by any chance? We have seen similar behavior and I know that Development is working on correcting this. The workaround is to switch to Form Authentication for the time being. You can see the below thread for more information.

https://community.cireson.com/discussion/comment/2034

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