SR closed but MAs still pending

Gerhard_Liebel

Gerhard_Liebel Customer IT Monkey ✭

January 2018 in Service Manager

I have a failed SR with some work items. It was just a test therefore i closed the SR and expected all the MAs to be closed or failed as well. Now all work items below this SR are still in pending state (see screenshot). What did i do wrong and how do i get rid of these pending MAs?

Is it possible that I cancelled and afterwards closed to quickly so the items below couldnt fail?

Gerhard

Image: https://us.v-cdn.net/6026663/uploads/editor/l8/lwpatzp2ga3e.gif

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Answers

Justin_Workman Cireson Support Super IT Monkey ✭✭✭✭✭

January 2018

@Gerhard_Liebel - This is typical SCSM behavior. You didn't do anything wrong. I built a little tool to help with this situation. Pay attention to the warnings though.
https://community.cireson.com/discussion/3349/mass-change-activity-status

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Gerhard_Liebel Customer IT Monkey ✭

January 2018

Thanks Justin, I will take a look at that tool.

Are you saying that when you close a failed SR it will never update the attached WIs? Could you elaborate a bit or post a link that sheds some light on this behaviour?

Thank you!
Gerhard

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Justin_Workman Cireson Support Super IT Monkey ✭✭✭✭✭

January 2018

Correct. Changing the status of the parent work item does not change the status of the underlying activities.

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Marek_Lefek Customer Advanced IT Monkey ✭✭✭

June 2018

mayby this workflow will help https://blogs.technet.microsoft.com/thomase/2013/07/30/cancel-pending-activities-in-a-failed-service-request/

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Marek_Lefek Customer Advanced IT Monkey ✭✭✭

October 2018

What you do with Activity implementer on failed, cancelled activities? Do you clear it?

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