That would actually amount to having a 'follow-up', 'is your problem
resolved' type of task.. If that is a business requirement that you follow
up, so be it.. This probably is more of a business requirement when the
customer serviced is external and a revenue generating customer.
If not, the generally accepted standard is to auto close an incident marked
as 'Resolved' by a technician once he thinks he has done what is to be done
to resolve it. Then the system follows the auto close rules that are
defined.. This is mostly when the customer is internal, as in the case when
an IT department services a customer that is an internal employee..
If the customer calls back after the incident has been auto closed, a new
incident is raised - and the process goes on..
All this works in theory :-)
Joe
-----Original Message-----
From: Chowdhury, Tauf
Sent: Wednesday, October 05, 2011 2:37 PM Newsgroups:
public.remedy.arsystem.general
To: [email protected]
Subject: Re: Configure Incidents to Close when all Tasks are closed
You could also use something like Abydos designer so that the last task in
your Incident is a task that performs an update of the Incident and sets the
status to Resolved.
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:[email protected]] On Behalf Of Joe Martin D'Souza
Sent: Wednesday, October 05, 2011 2:27 PM
To: [email protected]
Subject: Re: Configure Incidents to Close when all Tasks are closed
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: [email protected]
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:[email protected]] On Behalf Of Guillaume Rheault
Sent: Wednesday, October 05, 2011 1:51 PM
To: [email protected]
Subject: Re: Configure Incidents to Close when all Tasks are closed
No there is not...
Guillaume
________________________________________
From: Action Request System discussion list(ARSList) [[email protected]]
on behalf of Cecil, Ken [[email protected]]
Sent: Wednesday, October 05, 2011 1:14 PM
To: [email protected]
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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