Service Request marked completed by mistake, how to remedy?

Jason_Meyer

In a situation where a Service Request is changed to COMPLETED status by mistake, is there any way othat than "Copy to New" (currently not working) that we can change the status of this back to SUBMITTED status?

I'd like to and expect to have the functionality right in the Portal so that analysts can correct this themselves when this happens.

If that's not available I'd take a PowerShell script that can do it, IF supported.

Much respect to the team of developers running this product.

Adam_Dzyacky

Here's the PowerShell. Just update to a known management server and change the SR value.

$environment = "localhost"
$srClass = get-scsmclass -name "system.workitem.servicerequest$" -computername $environment
$properties = @{
    "CompletedDate" = $null;
    "ImplementationResults" = $null
    "Notes" = $null;
    "Status" = "ServiceRequestStatusEnum.Submitted$"
}
Get-SCSMObject -Class $srClass -filter "name -eq 'SR351993'" -computername $environment | Set-SCSMObject -PropertyHashtable $properties -computername $environment

To your question about getting this in the portal -

Unlike an Incident which has a formal Reactivation process. There is no equivalent for Submitted Service Requests out of the box. Not to say one could not be created, but what kind of information would you (open to others comments here as well) want to log/know that a Completion had been undone?

Jason_Meyer

Our analysts don't have access to PowerShell on the server.

We did find a clunky way to reactivate SRs from the portal:

On a COMPLETED SR go to the SEND EMAIL task

Here, change the STATUS to ON HOLD and send an e-mail.

Once the SR is at an ON HOLD status, the status can be changed from the TASKS menu.

Please add this as a normal TASK item to COMPLETED SRs, just like REACTIVATE IR.