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Incidents Awaiting Resolution Cannot be Worked/Closed and are Broken

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Article ID: 160983

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Updated On:

Products

ServiceDesk

Issue/Introduction

When an Incident is resolved and the Resolve Incident task is created, the task cannot be worked and will never timeout, despite setting the ServiceDeskSetting for IncidentResolutionTimeoutInDays value to 0.

When trying to close the Incident, a process error is displayed.

 

Cause

If the ServiceDeskSetting for 'IncidentResolutionTimeoutInDays' is configured to be 0 days, there is a timing issue for when the task is created and when it is timing out that can cause the process to get stuck on the 'Affect User Confirmation' Task. While the process is creating the task, the messages are created and timed out before the process completes creating the task. The timed out process is unable to pickup the ball because the old process is still running, preventing the timeout from actually occurring. The process is then stuck at the Affected User Confirmation Dialog Workflow Component and the ticket is broken.

Resolution

 A point-fix for this issue is available in KB article TECH212326. Download and install the SD.IncidentManagementSimple.exe file from the linked KB article after installing the Workflow point-fix (version 7.5.3001.58 or later).


Applies To

 ServiceDesk 7.5 SP1