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Service Manager Underpinning Contract clock stops unexpectedly (2042856)
Symptoms
The Service Manager Underpinning Contract (UC) clock stops unexpectedly
The UC clock stops when:
An UC is configured to not stop the clock on suspension
A call is logged externally and is suspended without saving the call first
Resolution
This is a known issue affecting Service Manager 9.x.
This issue has been reviewed by the VMware Service Manager Engineering team. At this point in time, this issue has been assessed as an acceptable limitation of the product, with no immediate plans to resolve.
However, it will remain open internally, so that the defect can be tracked.
To work around this issue, save the call before forwarding it externally.
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