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IR - Change Status task - add option to block resolving IR with active MAs

Jerry_VeldhuisJerry_Veldhuis Customer Advanced IT Monkey ✭✭✭

We have more cases of IRs with MAs, sometimes multiple MAs. The Change Status task is accidentally being used by analysts marking the IR as resolved without checking to see if the MAs have been completed. This causes multiple problems, first the work related to the IR isn't being tracked to completion and more importantly, the MAs remain In Progress (because MA doesn't deal with this situation) and so they continue to appear in analysts MyWork queue. In some cases when the IR moves to closed prior to the work completing, there is no way for the analyst to update the MA leaving us with no choice but to force the MA status' using SMLETS.

cross ref: https://community.cireson.com/discussion/3899/activities-on-incidents-ir-not-treated-the-same-as-activities-on-service-requests-sr

I propose the Change Status task be updated for IRs such that it blocks analysts from resolving the IR if there are MAs that are still InProgress or in Pending status.

3 votes

Submitted · Last Updated

Comments

  • Jeff_LangJeff_Lang Customer Advanced IT Monkey ✭✭✭
    @Jerry_Veldhuis  you could try something like this in your custom.js
    app.custom.formTasks.add('Incident', null, function (formObj, viewModel) {


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