Jump to content

Request resolution not dependent on active BP tasks


AndyGilly
 Share

Recommended Posts

Guest Ehsan

Hi @AndyGilly,

When the setting "webapp.view.ITSM.serviceDesk.requests.resolve.denyWithOpenActivities" is enabled, a user will not be able to resolve the Request until the associated activities are completed. You can turn this setting off if you do not wish to enforce this on the team.

image.png

Does that answer your question?

Link to comment
Share on other sites

thanks @Ehsan, just to confirm, this is a system wide setting only. There is no way that each workflow/ task can be treated differently?

We have some workflows where the tasks are prerequisites to the process completion & some where we wish to create the task to be completed but it is not a dependency on the customer request being fulfilled?

thanks

Andy

Link to comment
Share on other sites

Guest Ehsan

@AndyGilly As an enhancement, we can extend 'Requests > Update Request > Status' Hornbill Automation to not enforce the setting when resolving a Request through a process. Would this work for you? Unfortunately I can't think of another workaround at this stage.

 

Link to comment
Share on other sites

Guest Ehsan

Hi @AndyGilly,

I have extended 'Requests > Update Request > Status' Hornbill Automation to not enforce the setting when resolving a Request. This is currently being prepared for testing. I will update this post as soon as I can confirm when this will be made available.

Ehsan

Link to comment
Share on other sites

  • Victor changed the title to Request resolution not dependent on active BP tasks
  • 1 month later...
  • 5 months later...

Hi @James Ainsworth and @Ehsan

I work on the same team as @AndyGilly, and we are currently early adopters of ITOM. We are automating our Visio requests, and we would like the ticket to resolve, but with the task active to our Procurement team to replenish the license that has been consumed for a pool of O365 licenses we have.

We were under the impression from the update back in June 2020, that the our nodes already configured in the bpm, would auto apply this.

I've attached a screenshot of what I believe to be the area that @Ehsan is referring to, we have tested today, as we are looking to go live with our first piece of automated software deployment, but the ticket would not resolve until the task had been completed by our Procurement team.

Do we need to re-create the node with the same config to be able to obtain this additional setting, or is there something I'm missing that we need to configure?

Thanks

Adam 

 

BPM resolving node config.PNG

Link to comment
Share on other sites

Hi Adam,

You are right that this requirement had already been delivered and should be available to you without turning on the mentioned setting.

On 12/3/2020 at 4:26 AM, Adam Toms said:

Do we need to re-create the node with the same config to be able to obtain this additional setting, or is there something I'm missing that we need to configure?

I believe that this may be the case.  I have seen before where a slight modification to a Hornbill Automation has been made, but as you put it, in order to obtain this new functionality you may either need to re-create the node or possibly even just a re-save of the BPM (drag a node to a new position to enable the save button), and publish.  

It is most likely done this way in order to limit how an update changes existing behaviour.  In some cases it may seem beneficial to have it auto-applied but most of the time it is better for the BPM designer to update and apply when they are ready to apply it.  

  • Thanks 1
Link to comment
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
 Share

×
×
  • Create New...