Is it possible to prevent the 'resolved' status to be set when there are still pending tasks in the workflow lists?

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Article ID: 14779

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Updated On:

Products

SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service KNOWLEDGE TOOLS CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager

Issue/Introduction



Is it possible to prevent the resolved status to be set when there are still pending tasks in the workflow lists?

Environment

Release: SDMU0M99000-14.1-Service Desk Manager-Full License
Component:

Resolution

Out of the box, the 'resolved' status is still an active status and therefore there is no warning or restriction to the analysts if there are any pending tasks like if the ticket is set to 'closed'. In case that the 'resolved' status is set to 'inactive' in this configuration, when the status is selected it will warn the analyst preventing it from saving the changes, but the ticket will not be change to 'closed' since it is already in an inactive status.

If required, create a macro that notifies the assignee to complete the pending tasks when the status is changed to resolved, this should allow the analysts to complete the tasks before the ticket is actually closed.