Knowledge articles can't change status in Smart IT as in RKM

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    PRODUCT:

    Remedy with Smart IT


    COMPONENT:

    Remedy with Smart IT


    APPLIES TO:

    Smart IT 1.6



    PROBLEM:

    STEPS TO REPRODUCE:
    - configure the Knowledge Articles status transitions in ITSM like
    From “In Progress” To “Cancelled”
    From “Retired” to “Cancelled”
    Follow https://docs.bmc.com/docs/km91/adding-status-transitions-609068227.html?src=search
    - Login to Smart IT
    - Open a Knowledge Article that is in "Retired" or "In Progress" status.
    - Click on drop down to change KA status

    ACTUAL RESULTS: We do not "Cancelled" status listed as an option.

    EXPECTED RESULTS:We shall find the status defined in the RKM configuration. For eg. From Retired, we shall find the option to choose "Cancelled"
    Similarly for "In Progress" we shall find the Status to be selected as "Cancelled".

     


    SOLUTION:

    We could check at startup, we pull back transition values from form: RKM:CFG-StatusTransition using this qualification:-
    '7' = 1 AND '1000000001' != "- Approval Process -" AND ('302311143' = 2 OR '302311143' != 1)
    Even if we find the configured status transitions available in this results list, we still can't those in Smart IT.
    Hence, a Defect has been logged for this use case : SW00534961.
     


    Article Number:

    000142149


    Article Type:

    Solutions to a Product Problem



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