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Modifying calendar entries don't update the corresponding Change Management ticket

Created: 06 Feb 2013 • Updated: 06 Feb 2013 | 3 comments
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TGiles's picture
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Problem:

Currently in ServiceDesk 7.1 Service Pack 2 & 7.5 when a Change Ticket gets approved a calendar entry is created. If after this entry is created it is decided that the schedule for the change needs to be modified and a user updates the calendar entry to reflect the new date the Change Management ticket isn't updated to reflect this change.

Cause:

No functionality was provided with ServiceDesk to monitor the calendar entries created by the Change Management process. The only information saved in the database for the calendar entries to correlate the Change Management tickets & the specific entries in the text [CM-######] that appears in the entry name.

Solution:

To work around this limitation you can create a CalendarEventListener project (found in the templates tab) to monitor for any calendar entry modifications and check to see if the entry was for a CM ticket. 

I've created and attached a sample 7.5 project.

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Lark's picture

This is really great thanks and taught me something I didn't know you could do with workflow.

Was this ever included in ServiceDesk?  If so why was it removed? Are there some pit-falls to this approach that we should avoid?

Also, is there an enhancement request for this?

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Lark's picture

The other thing I have found with this is you need the Portal.SuperAdmin permission to use this workflow.  Without this you don't have rights to the "Scheduled Changes" schedule so any edited items in the schedule are moved to another schedule you do have rights to or are not changed.

I've tried adding permissions to the "Scheduled Changes" schedule to allow this but these seem to be ignored - only the Portal.SuperAdmin can do this.  

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TGiles's picture

There hasn't ever been any functionality in ServiceDesk to deal with Calendar entry modifications for Change Tickets. I do believe an enhancement request has been submitted however. 

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