Resolution does not save after editing a comment (4293803)

It may be noted that while working on a ticket in the Service Desk, the Resolution placed in the ticket is not saved in a specific situation. It may not be easy to identify the situation immediately, as it requires multiple actions at one time.

With a ticket where both a resolution is added and a comment is edited in the same session, the resolution is not saved. If the status of the ticket were also changed at the same time and Resolution was required, this would still allow the ticket to be closed and no Resolution would exist.

This situation is being investigated under ID K1-20581 - Resolution doesn't save after editing a comment and should be addressed in a future release of the KACE Systems Management Appliance (SMA).

Note: To ensure that you are counted as being affected by this situation, please open a service request with technical support and report that you are experiencing K1-20581.

Prerequisites to recreate this situation:

1. Use a Queue where the following setting is enabled:
   1. Service Desk | Configuration | Queues | click on Name of Queue | All users can edit/delete their own comments (including attachments)
2. ​Also, under Customize Fields and Layout for this test queue, be sure to set Resolution to Owner's Only, Visible to users.

Steps to recreate this situation:

1. Go to a ticket from the test queue
2. Have Owner open the ticket
3. Add a Comment using the Submit button
4. Edit the Comment using the Pencil Icon
5. Click Save for the comment edit (middle of the page)
6. Then Add Resolution
7. Click Save (bottom of the page)
8. Click on Keep Your Changes for the Update Notification confirmation box

Note: Note the ticket saves the comment change as expected, but when you reopen the ticket, the Resolution did not save.

A possible work-around while waiting for the investigation includes:

1. Make any comment edits necessary in a separate Save
2. For example:
   1. Using the Pencil Icon, make necessary comment edits
   2. Click Save for the comment edit (middle of the page)
   3. Click Save (bottom of the page)
   4. Click on Keep Your Changes for the Update Notification confirmation box
   5. Once the page goes back to the ticket list, reopen the ticket
   6. Add Resolution
   7. Click Save (bottom of the page)

Note: If you reopen the ticket, the resolution should still be there using the method above. If you have any questions or concerns, please contact technical support.