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Everytime i hit Problem REsolved. - it will change the status to Problem solved or it will close the case... However, after refreshing it will reopen to the case and it willl be back to In progress.. any thoughts?
Hi Cloud92019, I would recommend to check:
- If there is any customization in the case form like javascripts or plugins that could avoid resolving the case
- Also check if there is any workflow that may be running when the case is updated
- Another tip is to enable the auditing and see if the Case is being reopened or updated and the user who did it.
yes there is workflow...
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