KNOWN ISSUE: After Customer Survey task timeout, the task is removed but Survey status will stay at 'Survey Sent' with 50% completion.

Article Id: 157849
Status: Published
Updated On: 01-10-2019 23:42
Legacy Id: TECH204419
Products:
ServiceDesk
Issue/Introduction:

After a Customer Survey task reaches a time out, the task is removed but the status will still be reflected as 'Survey Sent', with completion percentage at 50%.

Cause:

Product Defect.

Timeout actually does work but the component that should capture the timeout path is misconfigured.

Resolution:

This issue is fixed in ServiceDesk 7.6.

FIX:

As the Customer Survey project (SD.CustomerSurvey) is open for modifications, this issue can be fixed by modifying the project.

  1. Open SD.CustomerSurvey project in Workflow Designer
  2. In Primary model Edit the Catch Timeouts component at the top right
  3. Change Path Name Variable setting from "timed out" to "ComponentPath"
  4. Save and Publish the modified project.

As with any project modifications, this should be tested before putting it into production.

 

Applies To

 

ServiceDesk 7.5