Hi Nichole,

Could you provide a screenshot to clarify what we are looking at?

Regards,
Caroline

Hello Nicole,
 

Thank you for the screenshot. 

You are correct the 'Known Problem' action is a system action. This action will change the status of an event to 'Known Problem'.
When an Event is logged, it acquires a default state called "Logged'". To revert back to this, and remove Known problem state, you need to take the atate action 'Logged' (another system action). 

https://wiki.axiossystems.com/assyst11-6Wiki/index.php/State_Actions

I hope this answer your question.

Kind Regards,
Caroline
 

Hi Nicole

In addition to taking another state action (overwriting the “current state”) as described by Caroline were you aware of the Paired Actions functionality in the Action Processor.

This feature amends the action history to replace the original action type with a new one thereby altering the history of the call. 

Wiki entry here https://wiki.axiossystems.com/assyst11-6Wiki/index.php/Integrations:Action_Processor_Manual#assyst_activity_-_Paired_actions 

Example Rule for this 

{        {  Update PROB CANDIDATE Actions following a Problem Candidate Review ]],        ,  ACT_TYPE_SC == "PROB ACCEPT" or ACT_TYPE_SC == "PROB REJECT" ]],        { ACT_TYPE_ORIG_SC = "PROB CANDIDATE", ACT_TYPE_SC = "PROB CANDIDATEX" }        "stop"    }, 

Which if you take a PROB ACCEPT or PROB REJECT action will search the event for the action PROB CANDITATE and replace it with one called PROB CANDIDATEX

Steve