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Prevent Service Request from being marked "Complete" when all activities are complete

Answered Prevent Service Request from being marked "Complete" when all activities are complete

  • terça-feira, 10 de julho de 2012 19:33
     
     
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    I would like to define a service request template that only includes one activity.  The activity is a runbook activity that massages some of the input entered by the end user via the portal.  The problem is once this activity is complete, the entire SR is marked as complete even though the work hasn't actually been done.  Is there a way to prevent this without having to attach a "do nothing" activity after my runbook activity?
     

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  • terça-feira, 10 de julho de 2012 21:12
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    Best way to "wait for the runbook" is to add a Manual Activity that is set to "Marked as Completed" by the runbook.

    Or did you mean "work hasn't actually been done" there are additional manual steps needed?

    Andreas Baumgarten | H&D International Group

     
  • quarta-feira, 11 de julho de 2012 16:57
     
     
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    Andreas:

    Thanks for the response.  I meant that there is more manual work that needs to be done after the runbook completes, but this manual work is not represented with an activity.  I just want the technician to be able to complete what ever it is that they need to do to fix the issue and then manually mark the request as being complete.  This does not seem possible as after the runbook does its thing, the request is automatically marked as complete with no input from the technician.

    Thanks,

    Kelly

     
  • quarta-feira, 11 de julho de 2012 18:08
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    Yes. If all activities of a Service or Change Request is done the SR or CR will be marked as "Completed" as well.

    Best/easiest way is just to add at least one Manually Activity.

    All other options (overwrite to disable the workflow, code something by yourself) is more complicated.

     

    Andreas Baumgarten | H&D International Group

    • Marcado como Resposta KellUD1 quarta-feira, 11 de julho de 2012 18:51
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  • quarta-feira, 11 de julho de 2012 18:52
     
     
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    Thanks...I just needed that confirmed.