We are noticing recently that service requests (we call them Forms internally) that are submitted by our users are being auto-resolved on submission, which then hides them from our queue as they are not pending assignment or new. These aren't complicated workflows either, our most common one is just for submitting a request for a license for software.
Is this happening to anyone else? I'm hoping this is just a simple thing that changed that I'm missing.
This has only been happening over the last few months, earlier this year all our service catalogue items were working as intended.
What is supposed to happen:
1. Requestor (regular user) fills out the service request (form)
2. Service request shows in helpdesk queue as Pending Assignment
3. Helpdesk member can grab the request as needed from the queue, respond to the request, and resolve when complete.
What is happening:
1. Requestor (regular user) fills out the service request (form)
2. Service request shows in helpdesk queue for a few seconds before the status changes to Resolved
3. Resolution shows that the request was marked as resolved by the user who submitted the request.
4. Helpdesk has to go to All Incidents and change the status back to Pending Assignment to put back in the queue.
I've also tried to add setting the State to Pending in the process section but this didn't correct the issue
Something else that I've noticed is that there is no obvious Submit button on the portal view, the only way the service request can be submitted is with that top right button, ours is Forms but I'm assuming that the name reflects what you choose to call that section on the portal view.
