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Resolved Incident
IT Monkey
O.G.
This is an example custom task for resolving an incident directly with a single click.
Download the attached .zip file below.
UPDATE BY Geoff Ross:
This customisation has been superseded by the Resolve IR Task Add-In.
/* Resolve Incident */
app.custom.formTasks.add('Incident', 'Resolve Incident', function (formObj, viewModel) {
function ResolveIncident (incident) {
console.log("Setting incident to 'Resolved'...");
incident.Status.Id = "2b8830b6-59f0-f574-9c2a-f4b4682f1681"
incident.ResolutionDescription = "This Incident was resolved by the resolve incident task."
incident.ResolutionCategory.Id = "c5f6ada9-a0df-01d6-7087-6b8500ca6c2b";
incident.ResolvedDate = new Date().toISOString().split(".")[0];
console.log("Incident set to 'Resolved', refreshing header and awaiting save..");
$('#statusname').html('Resolved');
}
ResolveIncident(viewModel);
});
Download the attached .zip file below.
UPDATE BY Geoff Ross:
This customisation has been superseded by the Resolve IR Task Add-In.
https://kb.cireson.com/article/user-guide-add-in-resolve-ir-task/2586
1
Comments
Since the full code is never shown, perhaps an update on the above code is in order?
Yeah. In the video says that the code presented there can be downloaded here. The code showed in the video requires analyst to pick a Category and add a minimum 20 character Resolution Description.
Can we have the code showed in the video? Thank You!
Here's the code for the Custom task on that webinar. Sorry its taken a while to get this up here.
Please join me for Part 2 of that Webinar series, one week from today, 28 June, 2pm (London).
Geoff
UPDATE BY Geoff Ross:
This customisation has been superseded by the Resolve IR Task Add-In.
https://kb.cireson.com/article/user-guide-add-in-resolve-ir-task/2586
Thank You Geoff for the code. We use custom statuses and you code will hide the Change Status task so our Analysts will not have the option to change the status.
Any way to add to your code the change status drop down?
Thank You
You cannot edit the OOB tasks so you would need to add the change status bit to this task. Copy the resolution description bit but change GUIDs etc so it brings in status list. You'll then need to play is visibility so the resolution stuff shows up when Resolve is selected as the Status.
Let me know how you get on and if you'd be willing to share once done.
Geoff
Not sure if anyone has experience this issue. We have been using the Resolve Task for a while now. In most cases it works fine. However we have noticed that in some cases when using the resolve task code above, the history does not load for that IR or it does not log that the IR was resolved. Even though when looking at the IR via the SCSM console I can see in the history tab that it was resolved. There is however one item in the SCSM history that may be the cause but not sure why. Under the Relationship changes, under Add/remove it has Remove then relationship class Trouble Ticket has action log then Item is Unknown.
As said before it does not fail all the time.
This task worked perfectly until we upgraded our portal to 11.2.2. The prompt pops up but without "OK" or "CANCEL". Thank you to everyone for any help that can be provided.
@Nico_Redepenning
This customisation has been superseded by the Resolve IR Task Add-In.
https://kb.cireson.com/article/user-guide-add-in-resolve-ir-task/2586
That issue is fixed in that.
Geoff
Hi @Geoff_Ross , is there a work around for the button issue in V11? We have several custom tasks that are falling victim to this same issue. The Resolve Incident is one of them and from what I can tell the add-in is not working with localizations. Any pointers?
Hi @Jonathan_Boles
The issue will be a lack of closing tags in the html file
Previous version of jQuery was less fussy about using self closing tags eg <select />
But the newer version enforces stricter html rules where these are not allowed so you need to have a closing tag too eg <select></select>
However, I'm pretty sure the latest version of the Add-In is fully localised (localized) :P
Geoff