6 Replies Latest reply on Nov 22, 2012 1:24 PM by dmshimself

Incident not showing next available action

Sandra.Ward Aug 1, 2012 7:11 AM

I've come across an Incident today that we are unable to update.

The Incident was changed to a "With Third Party" Status but we have no Available actions to select, there should be a "Back From Thiird Party Available action.

The Process shows at the correct status and nothing after this status was added has been actioned.

I've attached a screenshot of the Incident Tree and the process stage - does anyone have any ideas?

64089.doc 43.5 K

1. Re: Incident not showing next available action

hewy06 Aug 1, 2012 9:15 AM (in response to Sandra.Ward)

Hi

You haven't changed any privileges? That's the only thing I can think of as to why the actions wouldn't be showing? Are the actions available when you log on as SA?

Helen
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2. Re: Incident not showing next available action

Sandra.Ward Aug 1, 2012 9:18 AM (in response to hewy06)

When logged in as SA still no available actions , no changes have been made to privileges.
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3. Re: Incident not showing next available action

hewy06 Aug 1, 2012 9:31 AM (in response to Sandra.Ward)

I'm at a total loss then if they're not even available to SA . Sorry
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4. Re: Incident not showing next available action

Sandra.Ward Aug 2, 2012 5:07 AM (in response to hewy06)

Thanks anyway... strangely the "Available Action" is now showing so we can progress this.
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5. Re: Incident not showing next available action

Martin.Taylor Nov 22, 2012 3:40 AM (in response to Sandra.Ward)

Very strange because the Add Note and Add Customer Note should also be available (even if the Incident was locked by someone else). Were any process changes made?
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6. Re: Incident not showing next available action

dmshimself Nov 22, 2012 1:24 PM (in response to Sandra.Ward)

If no changes were made, you might have a pool recycle going on every day which some sites have as it can help clear out odditities like this.
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Incident not showing next available action

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