Jason_Meyer
Customer Advanced IT Monkey ✭✭✭
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Answers
But it doesn't change the fact that you can still "technically" do with within SCSM. So if you really want to do this your best option is going to be a custom SCSM Workflow or custom SC Orchestrator Runbook.
The problem is staff will occasionally 'cancel' a request by accident. The metrics argument goes out the window because now we have to open a 2nd request. ITIL needs to understand that technology needs an 'undo' button. Just my thoughts...
I appreciate the responses/feedback.
Just learned that a 'completed' SR can be re-activated sort of by using the SEND EMAIL function within the portal. A Completed SR can be set to HOLD status.
Still looking for that undo button though...
We're currently in the process of finishing up our first company branch implementation to our portal and one of the things I wanted to explain to the analysts of the branch were the "ticket statuses" and this is actually one of the few things that suprised me that it can't be done.
But I understand that the philosophy behind this is probably like others pointed out that a cancelled SR with no activies shuold be probably cancelled due to a valid reason without any needs to be "reopened".
ANYWAY, I've created this visio diagram explaining how the statuses work in the Cireson portal (at least for SRs), can anyone here confirm my diagram is designed correctly? (we use the Autoclose app - 7 days for automatically closing the tickets)
That looks right to me.
The only exception being (as you said) that automatically being marked as Closed in 7 days is a function of "Auto-Close" which would vary between organizations.
Yes, mentioned it also in my post that this is something that it's thanks to Auto-close and would differ from orgs. Thanks for confirming the info in the diagram though Adam, glad i got everything right 😁
Also worth mentioning that I'm pretty sure this is the identical flow for Change Requests as well.
@Gabriel_Lences
A ticket without activities does have the "In Progress" status in between the New status and Submitted.
If you make an new request and hit F5 several times right after creating the request you will se it
Just as info - not ment to destroy your beautyfull Visio diagram 😁
@Mikkel_Madsen I noticed this long time ago! I just thought that it has something to do with our powershell scripts which are responsible for generating activities, that's why I didn't include this in the diagrams. So this looks like it's default behaviour of portal / SCSM, am I correct?
I think so 🤔
The history log actually confirms the process: New -> In Progress -> Submitted