Task Completion Mandatory Before Close

[Michael Sharp]

Hi all, is it possible to force tasks to be completed before closing a request?  My analysts seem to be able to close requests without completing outstanding tasks set against that request.  Apologies if I've missed something obvious!

[samwoo]

Hi Michael,

There is a way you could do it...

Create the very last task with a decision that once completed automatically resolve the call... then go into the Service and disable the "Resolve Call" button against that Service.

The only downside is that you cannot write a "Resolve" message that gets included in the email to the customer once the call is resolved... unless i'm missing something?

Thanks,

Samuel

[Michael Sharp]

Thanks for this Sam.  There is a major downside however in that this would apply to all catalogue items in the service which isn't really feasible unless I created workflows and tasks for all? 

Regards,

Mike.

[Steve Giller]

I've not migrated yet, so forgive me if I'm wrong, but shouldn't there be a "Wait for task to complete" node you can put in the code to prevent the call reaching the resolve node until the task is done?

[Michael Sharp]

Hi, thanks for your response.  I was hoping for this function however see below all options given.

Mike.

[Dan Munns]

You can skip around the work flow using the buttons at the top of the page (first attachment)

These can be removed individually in the request configuration screen (second attachment)

I think then the only way they can resolve the call is to follow the BPM to completion

Hope that helps

 

[Guest]

Hi Mike,

As well as the great suggestions above (where you can hide the "Resolve" button on a Service by Service basis) we also have an application setting you can switch on which will prevent a request from being resolved if there are any open tasks outstanding. 

This setting can be found in the Admin App - Home > Service Manager > Application Settings and he setting is called "webapp.view.ITSM.serviceDesk.requests.resolve.denyWithOpenActivities"

 

Switch this to "On" and analysts will be able to prevent requests from being resolved if there are any open tasks. 
 

I hope this helps

Regards

Bob

[Michael Sharp]

Excellent, works brilliantly thanks.