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Service Request complete while activities are still pending RRS feed

  • Question

  • SCSM 2012 - User submited a request through the SSP and request marks itself complete with all activities still pending.

    Our user submited about 7 requests from the SSP at one time with only a few minutes between each request.  (It's an account creation request for different users for our onboarding process).  All of the requests and associated activities fire perfectly except for one request.  This one marks itself as completed though none of the activities actually went in progress.  Some of the requests were created before and some after this "glitch".

    I just happened to catch that this particular service request was completed, otherwise the account creation request would have been missed.  I recreated this request for the user and informed her via email to ignore the first Request confirmation she received.

    Any thoughts on how to keep this from happening.

    Tuesday, November 20, 2012 8:36 PM

Answers

All replies

  • It's a known race condition bug in the service request workflows. Set all of your activities to "Pending" in your service request template and the race condition won't occur.

    http://social.technet.microsoft.com/Forums/en-US/administration/thread/0f4a187d-ad74-473e-ab25-5f21f8ec5218 (for some additional reference info)

    • Marked as answer by CShaner Wednesday, November 21, 2012 3:36 PM
    Tuesday, November 20, 2012 11:12 PM
  • Thanks that's helpful.  I am having trouble seeing some of the text though as some of the answers and discussion are showing as scroll bar graphics.

    Nevermind - using compatibility mode allowed me to see the code!  Marking this as the answer.

    • Edited by CShaner Wednesday, November 21, 2012 3:36 PM
    Wednesday, November 21, 2012 3:06 PM
  • I'm having the same issue... seems like this is a bug and the team needs to review the "Service Request Status Changed" workflow.

    I'm going to modify the templates, but that workflow should take status = New or blank

    Monday, December 10, 2012 3:28 PM
  • Hey Guys,

    I have created a quick utility that will take export files and update the runbook activity template activities to 'in progress' initially -- it is available at http://scorch.codeplex.com/releases/view/103351 and the source code is available at http://scorch.codeplex.com/SourceControl/changeset/view/27750#360720 if anyone is interested. If anyone would like it to work with additional activity types let me know and I can get a new revision out.

    Wednesday, March 13, 2013 4:06 PM