It makes sense though.. With change management, there is a finite list of
tasks to complete the change and when the last task is complete, technically
the change is complete.. If you think the change is not complete and there
is something remaining to be done, then there was an undocumented task that
should have been tied to that change in the first place..
Incident management its different.. There may be tasks tied to an incident,
but you can't deem an incident to be closed just because you completed your
last task. You either wait for the requester of the incident to sign it off
as successful, or manually flag it as Resolved and wait for it to auto close
if the requester does not call back with reference to that same incident..
Joe
-----Original Message-----
From: Chowdhury, Tauf
Sent: Wednesday, October 05, 2011 1:54 PM Newsgroups:
public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: Configure Incidents to Close when all Tasks are closed
There's similar workflow in Change Management that performs the same
function if you want to take a look at how it's implemented OOB.
Tauf Chowdhury | Forest Laboratories, Inc.
Service Portfolio Manager
Infrastructure - Service Management
Office: 631.858.7765
-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault
Sent: Wednesday, October 05, 2011 1:51 PM
To: arslist@ARSLIST.ORG
Subject: Re: Configure Incidents to Close when all Tasks are closed
No there is not...
Guillaume
________________________________________
From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG]
on behalf of Cecil, Ken [kce...@hubbell.com]
Sent: Wednesday, October 05, 2011 1:14 PM
To: arslist@ARSLIST.ORG
Subject: Configure Incidents to Close when all Tasks are closed
Hello,
Does anybody know off hand if there is OOB functionality or configuration to
have Incidents which have tasks automatically change status to resolved when
the last task is closed?
Or is this going to be a customization also?
BTW We are on ServiceDesk ITSM 7.6.0.
Thanks, Ken
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