Resolve On-Hold Linked Requests

[CraigP]

A colleague has noticed that the "resolve linked requests" option isn't available for linked requests that are on-hold.

Is there a system setting to allow this to be possible? Alternatively is there an easy way within the Service Manager UI to find all requests linked to a request and change their status to open?

[Martyn Houghton]

@CraigP

A request needs to come off hold for the timers to be restarted so that when you resolve it the timers have already recalculated the Respond By/Resolve By values, else you will get incorrect SLA performance values.

You can do a bulk Update on requests under the same service from the Request List view, but it will depend on what BPM suspect node you have in your workflow as to whether this will then unpause the request. 

Cheers

Martyn

 

[James Ainsworth]

Hi @CraigP

You  can control what actions are available on requests from within the Service Manager Configuration.  Hope this helps.