Re: Configure Incidents to Close when all Tasks are closed
That would actually amount to having a 'follow-up', 'is your problem resolved' type of task.. If that is a business requirement that you follow up, so be it.. This probably is more of a business requirement when the customer serviced is external and a revenue generating customer. If not, the generally accepted standard is to auto close an incident marked as 'Resolved' by a technician once he thinks he has done what is to be done to resolve it. Then the system follows the auto close rules that are defined.. This is mostly when the customer is internal, as in the case when an IT department services a customer that is an internal employee.. If the customer calls back after the incident has been auto closed, a new incident is raised - and the process goes on.. All this works in theory :-) Joe -Original Message- From: Chowdhury, Tauf Sent: Wednesday, October 05, 2011 2:37 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: Configure Incidents to Close when all Tasks are closed You could also use something like Abydos designer so that the last task in your Incident is a task that performs an update of the Incident and sets the status to Resolved. Tauf Chowdhury | Forest Laboratories, Inc. Service Portfolio Manager Infrastructure - Service Management Office: 631.858.7765 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Wednesday, October 05, 2011 2:27 PM To: arslist@ARSLIST.ORG Subject: Re: Configure Incidents to Close when all Tasks are closed It makes sense though.. With change management, there is a finite list of tasks to complete the change and when the last task is complete, technically the change is complete.. If you think the change is not complete and there is something remaining to be done, then there was an undocumented task that should have been tied to that change in the first place.. Incident management its different.. There may be tasks tied to an incident, but you can't deem an incident to be closed just because you completed your last task. You either wait for the requester of the incident to sign it off as successful, or manually flag it as Resolved and wait for it to auto close if the requester does not call back with reference to that same incident.. Joe -Original Message- From: Chowdhury, Tauf Sent: Wednesday, October 05, 2011 1:54 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: Configure Incidents to Close when all Tasks are closed There's similar workflow in Change Management that performs the same function if you want to take a look at how it's implemented OOB. Tauf Chowdhury | Forest Laboratories, Inc. Service Portfolio Manager Infrastructure - Service Management Office: 631.858.7765 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault Sent: Wednesday, October 05, 2011 1:51 PM To: arslist@ARSLIST.ORG Subject: Re: Configure Incidents to Close when all Tasks are closed No there is not... Guillaume From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Cecil, Ken [kce...@hubbell.com] Sent: Wednesday, October 05, 2011 1:14 PM To: arslist@ARSLIST.ORG Subject: Configure Incidents to Close when all Tasks are closed Hello, Does anybody know off hand if there is OOB functionality or configuration to have Incidents which have tasks automatically change status to resolved when the last task is closed? Or is this going to be a customization also? BTW We are on ServiceDesk ITSM 7.6.0. Thanks, Ken *** This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. This footnote also confirms that this email message has been swept for the presence of computer viruses. www.Hubbell.com - Hubbell Incorporated** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are" ** This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or
Re: Configure Incidents to Close when all Tasks are closed
You could also use something like Abydos designer so that the last task in your Incident is a task that performs an update of the Incident and sets the status to Resolved. Tauf Chowdhury | Forest Laboratories, Inc. Service Portfolio Manager Infrastructure - Service Management Office: 631.858.7765 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Wednesday, October 05, 2011 2:27 PM To: arslist@ARSLIST.ORG Subject: Re: Configure Incidents to Close when all Tasks are closed It makes sense though.. With change management, there is a finite list of tasks to complete the change and when the last task is complete, technically the change is complete.. If you think the change is not complete and there is something remaining to be done, then there was an undocumented task that should have been tied to that change in the first place.. Incident management its different.. There may be tasks tied to an incident, but you can't deem an incident to be closed just because you completed your last task. You either wait for the requester of the incident to sign it off as successful, or manually flag it as Resolved and wait for it to auto close if the requester does not call back with reference to that same incident.. Joe -Original Message- From: Chowdhury, Tauf Sent: Wednesday, October 05, 2011 1:54 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: Configure Incidents to Close when all Tasks are closed There's similar workflow in Change Management that performs the same function if you want to take a look at how it's implemented OOB. Tauf Chowdhury | Forest Laboratories, Inc. Service Portfolio Manager Infrastructure - Service Management Office: 631.858.7765 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault Sent: Wednesday, October 05, 2011 1:51 PM To: arslist@ARSLIST.ORG Subject: Re: Configure Incidents to Close when all Tasks are closed No there is not... Guillaume From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Cecil, Ken [kce...@hubbell.com] Sent: Wednesday, October 05, 2011 1:14 PM To: arslist@ARSLIST.ORG Subject: Configure Incidents to Close when all Tasks are closed Hello, Does anybody know off hand if there is OOB functionality or configuration to have Incidents which have tasks automatically change status to resolved when the last task is closed? Or is this going to be a customization also? BTW We are on ServiceDesk ITSM 7.6.0. Thanks, Ken *** This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. This footnote also confirms that this email message has been swept for the presence of computer viruses. www.Hubbell.com - Hubbell Incorporated** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are" ** This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are" ** This e-mail and its at
Re: Configure Incidents to Close when all Tasks are closed
It makes sense though.. With change management, there is a finite list of tasks to complete the change and when the last task is complete, technically the change is complete.. If you think the change is not complete and there is something remaining to be done, then there was an undocumented task that should have been tied to that change in the first place.. Incident management its different.. There may be tasks tied to an incident, but you can't deem an incident to be closed just because you completed your last task. You either wait for the requester of the incident to sign it off as successful, or manually flag it as Resolved and wait for it to auto close if the requester does not call back with reference to that same incident.. Joe -Original Message- From: Chowdhury, Tauf Sent: Wednesday, October 05, 2011 1:54 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: Configure Incidents to Close when all Tasks are closed There's similar workflow in Change Management that performs the same function if you want to take a look at how it's implemented OOB. Tauf Chowdhury | Forest Laboratories, Inc. Service Portfolio Manager Infrastructure - Service Management Office: 631.858.7765 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault Sent: Wednesday, October 05, 2011 1:51 PM To: arslist@ARSLIST.ORG Subject: Re: Configure Incidents to Close when all Tasks are closed No there is not... Guillaume From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Cecil, Ken [kce...@hubbell.com] Sent: Wednesday, October 05, 2011 1:14 PM To: arslist@ARSLIST.ORG Subject: Configure Incidents to Close when all Tasks are closed Hello, Does anybody know off hand if there is OOB functionality or configuration to have Incidents which have tasks automatically change status to resolved when the last task is closed? Or is this going to be a customization also? BTW We are on ServiceDesk ITSM 7.6.0. Thanks, Ken *** This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. This footnote also confirms that this email message has been swept for the presence of computer viruses. www.Hubbell.com - Hubbell Incorporated** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are" ** This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Re: Configure Incidents to Close when all Tasks are closed
There's similar workflow in Change Management that performs the same function if you want to take a look at how it's implemented OOB. Tauf Chowdhury | Forest Laboratories, Inc. Service Portfolio Manager Infrastructure - Service Management Office: 631.858.7765 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault Sent: Wednesday, October 05, 2011 1:51 PM To: arslist@ARSLIST.ORG Subject: Re: Configure Incidents to Close when all Tasks are closed No there is not... Guillaume From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Cecil, Ken [kce...@hubbell.com] Sent: Wednesday, October 05, 2011 1:14 PM To: arslist@ARSLIST.ORG Subject: Configure Incidents to Close when all Tasks are closed Hello, Does anybody know off hand if there is OOB functionality or configuration to have Incidents which have tasks automatically change status to resolved when the last task is closed? Or is this going to be a customization also? BTW We are on ServiceDesk ITSM 7.6.0. Thanks, Ken *** This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. This footnote also confirms that this email message has been swept for the presence of computer viruses. www.Hubbell.com - Hubbell Incorporated** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are" ** This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Re: Configure Incidents to Close when all Tasks are closed
No there is not... Guillaume From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Cecil, Ken [kce...@hubbell.com] Sent: Wednesday, October 05, 2011 1:14 PM To: arslist@ARSLIST.ORG Subject: Configure Incidents to Close when all Tasks are closed Hello, Does anybody know off hand if there is OOB functionality or configuration to have Incidents which have tasks automatically change status to resolved when the last task is closed? Or is this going to be a customization also? BTW We are on ServiceDesk ITSM 7.6.0. Thanks, Ken *** This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. This footnote also confirms that this email message has been swept for the presence of computer viruses. www.Hubbell.com - Hubbell Incorporated** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Configure Incidents to Close when all Tasks are closed
Hello, Does anybody know off hand if there is OOB functionality or configuration to have Incidents which have tasks automatically change status to resolved when the last task is closed? Or is this going to be a customization also? BTW We are on ServiceDesk ITSM 7.6.0. Thanks, Ken *** This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. This footnote also confirms that this email message has been swept for the presence of computer viruses. www.Hubbell.com - Hubbell Incorporated** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
