Quick question I have. This seems to have been a problem for a while now but has only recently come to light.
When a user replies with an update to an incident they are sent two emails, one will read:
The process xxx Triage Process is not in a
valid state to carry out the action. Or the process xxx Triage Process
does not support the Action Update:.
And then another to say the incident has been updated. It's actually updating in the LANDesk dashboard, so that functionality is working. But the error message is leaving end users confused and wondering if their comments have been added.
Do you have any advice for this?
PS - I blanked out the company name from the above error example.