Guest Sonali Posted April 20, 2017 Share Posted April 20, 2017 Hi We have noticed that we are able to close/complete a ticket even if there is still an active/open human/adhoc activity. How do we stop this from happening? If human/adhoc activities are created during the life of the ticket then these must be closed before the overall ticket is closed otherwise there will be a lots of activities in the system just left open. Please can you help us Sonali Link to comment Share on other sites More sharing options...
Victor Posted April 20, 2017 Share Posted April 20, 2017 @Sonali you can prevent a ticket (request) being resolved if it has open tasks (activities). This is managed via an app setting: webapp.view.ITSM.serviceDesk.requests.resolve.denyWithOpenActivities I'm afraid there is no current functionality to prevent a request being closed if it has active tasks - e.g. tasks that might have been created after the request was resolved... 1 Link to comment Share on other sites More sharing options...
James Ainsworth Posted May 31, 2017 Share Posted May 31, 2017 Hi @Sonali In addition to the setting above, we have now completed a new feature that will allow you to disable the resolution/closure action item within a request from a BPM workflow. This will be available in the next Service Manager update which is expected in about a week's time. Keep an eye open for the release notes and the Harry Hornbill Notification. Regards James Link to comment Share on other sites More sharing options...
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