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Service Request in a New status can not be closed or completed or canceled?

Answered Service Request in a New status can not be closed or completed or canceled?

  • Wednesday, July 25, 2012 4:49 PM
     
     
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    I have a service request that is in a New status.  It looks like the customer added a comment before the workflow changed the status to submitted.  The Cancel, Close, and Completed items are grayed out.  What is the best course of action to correct this type of ticket besides attempting to change the status via SMLets? Also how do I keep this from happening in the future?
     

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  • Wednesday, July 25, 2012 8:53 PM
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    Besides SMLets?

    This shouldn't be happening so there's no direct support for it in the console. Why not SMLets?

    Regards
    //Anders

    Anders Asp | Lumagate | www.lumagate.com | Sweden | My blog: www.scsm.se

     
  • Wednesday, July 25, 2012 8:57 PM
     
     
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    For the particular incident I can update or delete with SMlets.  I just want to figure out how I can keep this from happening in the Future.
     
  • Wednesday, July 25, 2012 9:04 PM
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    Ok, sounds reasonable :)

    Report it as a bug on connect and wait for Microsoft to resolve it. Or even better, figure out how to reproduce it then post it on connect. I tried creating a new SR and adding a comment before it changed status from New, but it worked just fine for me.

    Regards
    //Anders

    Anders Asp | Lumagate | www.lumagate.com | Sweden | My blog: www.scsm.se

     
  • Wednesday, July 25, 2012 9:06 PM
     
     
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    Hi Misha, I have experienced this too. Only once though so cannot tell why it happened. The SR was raised through a portal Request Offering and just got stuck in the New status. I can second your request for information on how to prevent this and then also ask, in these situations, how can I set the status to "In Progress" and ensure that the activities in the Service Request are started. I don't meant to hijack your thread but these topics are related. All I could do was kill the request and ask the user to redo it.

    Dean

     
  • Wednesday, July 25, 2012 9:11 PM
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    If you want to investigate it further you can take a look if the internal workflow for changing the status of the SR triggered and if it returned an error. Start by looking at the workflow in the console under Administration -> Workflows -> Status and dig deeper in SQL (should be the "New Service Request Workflow").

    Regards
    //Anders

    Anders Asp | Lumagate | www.lumagate.com | Sweden | My blog: www.scsm.se

    • Marked As Answer by Misha Rudiy Tuesday, July 31, 2012 7:43 PM
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  • Wednesday, July 25, 2012 10:40 PM
     
     
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    I guess I had 4 service requests in this state and there were errors for them in the New Service Request Workflows.  3 of the errors were:

    Error Code

    Error Message

    Task Submission error
    Microsift.EnterpriseManagement.Common.ServiceNotRunningException: The Data Access service is either not running or not yet initialized.  Check the event log for more information....

    One of the errors was:

    Error Code

    Error Message

    Task Submission error

    System.TimeoutException: The requested operation timed out.---> System.TimeoutException:This request oeration sent to net.tcp://localhost:5724/DispatcherService did not recieve a reply within the configured timeout (00:29:59.9843473).

    Dean,  I was able to restart the workflow from the failed status. This ran the workflow and put the Service request into the correct status.  This might be related to some performance issues between the service manager server and the Service manager Database server.