Preventing "Resolved" status when workflow tasks are incomplete
Article ID: 14779
Updated On:
Products
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: 17.1 or higher
Component: CA Service Desk Manager
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.
A workaround would be to create an Activity Notification for the "Resolved" status that will send an email to the ticket owner reminding them to complete all their tasks before closing. More information on creating or updating an Activity Notification can be found here: How to Set Up Notification for an Activity
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