Complete activities where the ticket is resolved or closed

[nasimg]

I've just enabled the following option 

• Prevent Resolution with an open activity - If you use activities in your business process, you can turn on the Service Manager Application Setting: webapp.view.ITSM.serviceDesk.requests.resolve.denyWithOpenActivities - this will ensure any open tasks must be completed before a request can be resolved

This is because staff were resolving the tickets without completing the activities. But so I can see the what is actually outstanding now, is there a way I can bulk complete activities where the ticket is resolved or closed?

Nasim

[Guest Ehsan]

Hi @nasimg,

Hope you're well!

Could you please correct me if I'm wrong - You are looking for the ability to manually complete all the outstanding Activities against a Request before the Request is resolved or closed? I wanted to understand though, each Activity would be created for a purpose and to guide the Service Desk analysts to deliver the steps that are required post-resolution. Wouldn't these Activities become meaningless, if the option to complete them in bulk was provided? If each Activity outlines a step, couldn't these steps be combined and added as a check-list to one Activity instead? Maybe I'm not understanding this well, so please clarify if you could (You posted this at 3AM apprently, must be serious ).

Thanks,

Ehsan

[nasimg]

Hi @Ehsan

Very well thanks - looking at pushing the use of activities.

We have been using activities since we started but haven't enabled the option above. So staff have been resolving the tickets without completing the activities. Now I have enabled it, this can't happen, but I need to get rid of the 1000+ activities that should have been completed on the resolved tickets.

So this is a one-off request (not a request for adding to the bulk action- which btw still needs email, customer change, priority, on-hold, etc).

Nasim

[Guest Ehsan]

@nasimg Ah, I get it now. Well, to be honest there isn't an option through the APIs to complete more than one Activity at a time. Through My Activities menu, you'll be able to filter by Group (i.e. the team that an Activity was assigned to). That'll help you to get a list of those but there is currently no menu for viewing Activities that are assigned to individuals, although there is a change proposal for that.

 

[nasimg]

@Ehsan - what I was hoping there was a way using the status of the ticket (resolved or closed), so any activities associated with these could be bulk completed.

Nasim

[Guest Chaz]

@nasimg you can get a count of how many tasks are actually outstanding using the following query

SELECT
	COUNT(*) AS taskcount
FROM
	h_sys_tasks AS t
LEFT JOIN
	h_itsm_requests AS r
ON
	t.h_obj_ref_urn = CONCAT("urn:sys:entity:com.hornbill.servicemanager:Requests:", r.h_pk_reference)
WHERE
	r.h_status IN ('status.resolved', 'status.closed')

And then a list of the outstanding tasks using the following (also returns the request reference and status for reference)

SELECT
	t.h_task_id,
	r.h_pk_reference,
	r.h_status
FROM
	h_sys_tasks AS t
LEFT JOIN
	h_itsm_requests AS r
ON
	t.h_obj_ref_urn = CONCAT("urn:sys:entity:com.hornbill.servicemanager:Requests:", r.h_pk_reference)
WHERE
	r.h_status IN ('status.resolved', 'status.closed')

As Ehsan has already mentioned there is no way to bulk complete activities but if you get in touch with Support there are plans to have a solution which should give you what it is that you need.

[nasimg]

Thanks @Chaz, will do and update this post

If we get this info can we use our premier support to get the activities completed?

Nasim

[Guest Chaz]

@nasimg I believe you're already in contact with us over this, so the answer would be yes