Open and close a Service request at the same time

Mike_Dismukes

I have a question that I would like to post out to the group. The current ask is if there is an ability to open a Service request and close a service request at the same time. Rather than pressing save then going to all work items and then going to that new ticket and closing it out.

Adam_Dzyacky

The fastest way to create and close at the same time, would be to attach an SCO or SMA runbook as a single activity to the request. Said runbook would obtain the parent SR in this case and mark it as Completed.

Nicholas_Velich

Agree that Orchestrator is a great option here, and a single runbook activity (RBA) that Completes the parent would work great and be reusable; however, this does assume that all requests of this type are auto completed.

If it was more case-by-case, or you didn't want to go the RBA / Orchestrator Connector route, you could also ask a question in the RO "Should this be automatically Completed?", and map the Yes/No list or boolean result to a Service Request property. A PowerShell script could then run every 5 or so minutes that completes any In Progress requests with "Yes" (or equivalent) in that property (Orchestrator, Task Scheduler, SMA, etc).

Adam_Dzyacky

The fastest way to create and close at the same time, would be to attach an SCO or SMA runbook as a single activity to the request. Said runbook would obtain the parent SR in this case and mark it as Completed.

Nicholas_Velich

Agree that Orchestrator is a great option here, and a single runbook activity (RBA) that Completes the parent would work great and be reusable; however, this does assume that all requests of this type are auto completed.

If it was more case-by-case, or you didn't want to go the RBA / Orchestrator Connector route, you could also ask a question in the RO "Should this be automatically Completed?", and map the Yes/No list or boolean result to a Service Request property. A PowerShell script could then run every 5 or so minutes that completes any In Progress requests with "Yes" (or equivalent) in that property (Orchestrator, Task Scheduler, SMA, etc).

Mike_Dismukes

Thank you Nicholas I was leaning towards the PowerShell route. Due to limited Orchestrator access in the environment but wanted to ask the community in case that was in bad form to do.

Martin_Blomgren

Old post but I solved this problem by creating templates with 'Completed' status. Our Tier 1 analysts use those templates in my custom 'quick create' solution for logging calls where they help the end user with simple things over the phone like password resets etc.

Credits goes to @Morten_Meisler for the excellent blog post on how you can create SR templates with different statuses. Only note is that I had to use enum guid instead of $MPElement[Name='ServiceRequest!ServiceRequestStatusEnum.Closed']$

Morten_Meisler

Thanks for the mention @Martin_Blomgren and nice portal you made there . Just be aware that with this method the Completed Date is not set, which might mess up your SLA if you measure on this. One way to solve this is to set Completed Date / Resolved Date in custom.js when the user clicks Save for a specific template (tap into the button event for this specific template).

Raffael_Jenzer

@Martin_Blomgren
Hi Martin, any news regarding this wonderful customization?
Regards, Raffael

Konstantin_Slavin-Bo

@Raffael_Jenzer - What Martin is doing is already possible in the default AP, by clicking the New button > Work Item > Service Request > From Template and then select the right template, which you have created using the blog post Martin linked.

If you are asking about the custom (+) in the corner, then I don't know

Martin_Blomgren

@Raffael_Jenzer, we have used the (+) quick create button for a while now and besides the extremely undocumented and somewhat hard to follow code it's working. The analysts answering the helpdesk phone loves it as it's less clicks and shows both IR and SR templates filtered by a prefix and by that hiding all other templates.

I would like to get some comments in place and perhaps clean the code a bit but otherwise I will share it after my vacation.