Human/adhoc activity

[Guest Sonali]

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

[Victor]

@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...

[James Ainsworth]

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