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"Return to Activity" Task

John_FitzpatrickJohn_Fitzpatrick Customer IT Monkey ✭
in Service Manager Portal Feature Requests
Hello,

We just started implementing Change Management via SCSM/Cireson. When a Review Activity is rejected our process is for the change initiator to fix the reason for the rejection and then the review will re-review. 

We currently accomplish this by using the "Return to Activity" task in the SCSM Console app. It would be awesome to have this task in the Cireson Portal as well.
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Comments

  • [Deleted User][Deleted User] Ninja IT Monkey ✭✭✭✭
    Linked to another similar Feature Request as well so we can group common themese: https://community.cireson.com/discussion/177/making-activity-tab-more-user-friendly
  • John_FitzpatrickJohn_Fitzpatrick Customer IT Monkey ✭
    Thanks Chris!
  • Nicholas_VelichNicholas_Velich Cireson Consultant Ninja IT Monkey ✭✭✭✭
    Although not a task, there is the functionality to return to a Review Activity (or other Activity type) presently in the Portal. See the below images for more--

    First click the little arrow next to the Failed (rejected) RA.


    The RA will be flagged as rerun.

    Shortly after, the workflow will move the RA back to In Progress, and Reviewers must vote again.

  • John_FitzpatrickJohn_Fitzpatrick Customer IT Monkey ✭
    Nicholas,

    That is awesome. I am going to try this in the morning.

    Thanks!!!
  • Adrian_MataiszAdrian_Mataisz Customer Advanced IT Monkey ✭✭✭
    On a similar note. Sometimes we have MAs that get stuck In Pending for no reason. How is the easiest way to change them back n Progress?
  • Nicholas_VelichNicholas_Velich Cireson Consultant Ninja IT Monkey ✭✭✭✭
    Are these MAs within a Parallel or Sequential activity? Also, is this happening mostly for SRs, CRs or IRs?
  • Adrian_MataiszAdrian_Mataisz Customer Advanced IT Monkey ✭✭✭
    Parallel. 
  • Nicholas_VelichNicholas_Velich Cireson Consultant Ninja IT Monkey ✭✭✭✭
    edited May 2016
    The workflows that control Parallel/Sequential activities can sometimes get stuck and fail to recover. It most typically happens when the workflow server is quite busy, but can happen seemingly at random too. 

    If it is just happening occasionally, it is most easily fixed by:
    1. Changing the SR status to "On Hold" using the "Change Status" task
    2. Saving the SR
    3. Wait a moment for the activities to change to "On Hold"
    4. Change the SR status back to "In Progress."
    Doing this will cause the workflow that controls the "On Hold" status to reevaluate all the activities for us, which should "unstick" those Manual Activities.
  • Adrian_MataiszAdrian_Mataisz Customer Advanced IT Monkey ✭✭✭
    I don't have for our SRs a Pending status option.  Only On Hold or Canceled.  Another issue we have is that we cannot add custom status options for our SR's. We added them as child under Submitted and once we pick a custom status and save when we go back to the status list it will show all default statuses that exists on SCSM list.   
  • Nicholas_VelichNicholas_Velich Cireson Consultant Ninja IT Monkey ✭✭✭✭
    Whoops, meant to say "On Hold" there, not "Pending." It is updated now.
  • Adrian_MataiszAdrian_Mataisz Customer Advanced IT Monkey ✭✭✭
    Thanks. We'll do.
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