Jump to content

Copy Request feature - no SLAs attached


Helen Chaytor
 Share

Recommended Posts

We used the Copy Request feature to raise a new call this morning based on a call logged earlier today. The new call created did not have SLAs attached and is not visible in Manage Executed Processes (view below is 'All Non-Completed', I also checked 'Completed'). The new call is IN00025614 and should be between the 2 that are visible.

Is this how the Copy Request feature is supposed to work?

 

image.png.e3de9178ea7a7d9a726da4cdfbe062db.png

image.thumb.png.19a4731c0db8999ce63921cc98f07e78.png

image.png

Link to comment
Share on other sites

36 minutes ago, Steve Giller said:

What is the current state of the Request that IN00025614 was copied from?

The original call (IN00025608) is currently in a resolved state. Looking at the timeline it would have been in a resolved state when it was copied.

 

37 minutes ago, Steve Giller said:

Does the original Request have a BPM attached and and SLA assigned?

Yes:

image.png.54aea5f298b226354b13e5761f37c768.png

 

Link to comment
Share on other sites

@Helen Chaytor

Thank you, that rules out the source Request not having a valid Workflow.

There is a resolved issue where copying a Request raised from a Catalog Item will use the Default Workflow for the Service rather than the Workflow attached to the CI. If the Service does not have a Default Workflow then no Workflow is assigned.
The fix for this will be in the next Service Manager build.
The workaround is to (where practical) ensure the Service has a Default Workflow assigned.

  • 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...