BMC has known about this issue for a few years now (when I first reported it, and others probably found it earlier) but haven't addressed it in a patch yet.
What I do is run some SQL every once in a while to cancel those records. Yes, I know it's not the ideal way, but originally I built it thinking that it was going to be fixed in a patch. Here is the SQL statement that I run: UPDATE tms_task SET tms_task.Status = 1000, tms_task.StatusReasonSelection = null WHERE task_id IN ( select t.task_id from tms_task t left join chg_infrastructure_change c on c.request_id = t.rootrequestid left join chg_infrastructure_change ch on ch.infrastructure_change_id = t.rootrequestid where c.request_id is NULL AND ch.Infrastructure_Change_ID IS NOT null AND t.Status = 6000 and rootrequestformname = 'CHG:Infrastructure Change'); From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Chowdhury, Tauf Sent: Wednesday, April 22, 2009 8:28 AM To: [email protected] Subject: Re: ITSM 7 - Orphaned Tasks ** I think the problem with that is that the task has the Parent Request ID populated. The one thing that I found was that a set fields action can pull the $Root Request InstanceID$ and if it is NULL, it means the parent does not exist... It's just clunky to do it via escalation. Tauf Chowdhury Analyst, Service Management Office: 631.858.7765 Mobile:646.483.2779 From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Lammey, Peter A. Sent: Wednesday, April 22, 2009 8:06 AM To: [email protected] Subject: Re: ITSM 7 - Orphaned Tasks ** You might want to consider adding a escalation that runs about once a month or so and have the escalation perform a Run process command to delete any tasks that have no Parent Request ID associated to them. Thanks Peter Lammey ESPN IT Client Architecture and Automation 860-766-4761 ________________________________ From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Chowdhury, Tauf Sent: Tuesday, April 21, 2009 5:16 PM To: [email protected] Subject: ITSM 7 - Orphaned Tasks ** Hi all, I am running ITSM 7 patch 8. The parallel post about Task Management automation triggered me posting this issue and if anyone has some ideas, that would be awesome. Basically, the issue is this: User is in the process of creating Incident/Change request. They add tasks either adhoc/template/tsg. They don't save the Incident/Change request. Now the Tasks are orphaned! No one can edit them, close them, cancel them until I go in and forcefully delete them. Has anyone found a workaround to this? Is it possible to have a filter that runs when the change/incident isn't submitted that goes and deletes the task? Thanks in advance. Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Informatics-Infrastructure Office: 631.858.7765 Mobile:646.483.2779 ________________________________ This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. _Platinum Sponsor: [email protected] ARSlist: "Where the Answers Are"_ ________________________________ Please consider the environment before printing this e-mail. _Platinum Sponsor: [email protected] ARSlist: "Where the Answers Are"_ ________________________________ This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. _Platinum Sponsor: [email protected] ARSlist: "Where the Answers Are"_ Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:[email protected] ARSlist: "Where the Answers Are"
