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Close Processes in ServiceDesk & Workflow 7.5

Created: 07 Mar 2013 • Updated: 09 Jul 2014 | 22 comments
TGiles's picture
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This is a tool to assist you in closing orphaned tasks and processes in ServiceDesk & Workflow 7.5.  It does not delete any entries from your database. This process will simply complete any active tasks and close the associated process. It properly handles closing Change, Incident, & Problem processes. It will also handle EM processes along with any default processes that are generated by Workflow. It does not work with custom projects that use custom tables for their data storage. 

The project will allow you to search for the process by Title, Process ID, or Description. As searching the description field can be rather intensive a check box on the form is provided to enable or disable this functionality. You can select multiple processes at one time to improve efficiency.

The project has been designed to be published and added to your Service Catalog if so desired. You are required to be a member of the Administrators group however to run the project. 

The project uses a custom Application Property to allow for defining specific result code entries that you wish to exclude from the search results. The application property file can be found in the Resource folder of the project. The file is called bulkclosure.pfl. 

Note that the attached file is a .package file. If you browser changes the extension to .zip remember to change it back to .package to properly load it in Designer.

A 7.1 version of the project can be located in the article link below.

https://www-secure.symantec.com/connect/downloads/...

Updates:

07/09/14:

  • Attached an updated version of the project that is designed for ServiceDesk 7.5 SP1.

03/05/14:

  • Updated the sql query in the integration component to use the default collation of the sql server when doing comparisons. This should eliminate the collation error experienced by one user when the Clean Process component runs.

12/17/13:

  • Removed the requirement to define the connection string for the project to function properly. The project now pulls the connection string information from the local.orm. 
  • Updated the closure process on EM tickets to update the status of any associated IM tickets. The associated IM tickets are created by how the updated Email Monitor process works in ServiceDesk 7.5 SP1.

07/25/13:

  • Addressed performance issue that was introduced in the logic for dealing with closed processes that didn't have any active tasks. This logic is now handled inside the sql code of the 'Find Processes' component, thus removing the extra memory requirements and processing needs.

07/15/13: 

  • Addressed issue with Resolution SLA not being satisfied on IM processes.
  • Created a new Application profile (BulkClosure) to enable the ability to exclude specific process result statuses (such as Closed, Completed, Success, etc.) from being included when searching for a process. The profile file can be found in the resource folder of the project & needs to be imported into the Application Properties page inside the portal before using the project.

 

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NicoPax's picture

Perfect !

Thank you for this workflow, just a few error : in the "Close Message" components of IM/EM/PM/Others processings, there is a bad reference instead of TicketToClose.ProcessID normally.

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TGiles's picture

NicoPax,

 

Thanks for pointing that out. I thought I had caught all of those. I've gone back into my project and fixed them. I'll upload a newer version, so others won't have the issue.

 

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Bugatti's picture

Hi TGiles,

have you uploaded the updated version of the SD.BulkClosure.package yet?

Cheers

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Bugatti's picture

Hi TGiles, I have a problem.

See PIC.

 

13-03-2013 4-29-28 PM.jpg
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reecardo's picture

Looks like TGiles built the project in an SD MP1 build... I'd ignore the message and try to open anyway. Let the board know if you have any isues.

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Bugatti's picture

Thanks reecardo.

Ok I was able to successfully import the SD.BulkClosure project on my Dev/Test ServiceDesk server, after copying SD.BulkClosure.Data.dll to the Program Files\Symantec\Workflow\Shared\customlib location, as it complained about it being a Missing Resource.

After Publishing the project and adding the Form to the Service Catalog, my testing included successfully closing multiple EMs, IMs and SRs processes using the Bulk Closure Form where all Tasks successfully closed as well.

I will proceed now with publihing the project to my Production environment, where I will publish results in a seperate post.

Credit to TGiles for an execellent and useful form.
 

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noodleNT's picture

Will this work for WF 7.1?

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TGiles's picture

I've created another article that contains the 7.1 version and included the link in the post above. It should becoming public shortly. Just waiting on the Forum moderators to get it checked off. 

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CNWilliams's picture

Hi noodleNT,

Here is the post that TGiles is talking about:

Bulk Process Closure for ServiceDesk 7.1 and Service Packs

https://www-secure.symantec.com/connect/downloads/bulk-process-closure-servicedesk-71-and-service-packs

Kindest Regards,

CNWilliams

CNWilliams

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Bugatti's picture

Just confirming I have used the Bulk Closure project in my company's ServiceDesk 7.5 Production environment with success.

Once again, appreciation to TGiles work.

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jbrown's picture

Is there a reason why the search is returning Closed processes?

What would the benefit be of closing an already closed process?

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TGiles's picture

The search returns closed processes that still show having active tasks on them. These active tasks can cause e-mails to be sent and additional background processing to be done against the closed process.

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jbrown's picture

I am seeing closed processes show up from the search that do not have any open tasks. And the items still show up in the search if they are run through the bulk closeure process. Is there any relationship between the query and the subtasks?

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TGiles's picture

JBrown,

Thanks for the update. When I sat down & created the project I specifically wanted to make sure that if a process had an active task it would be included in the results reguardless of status. In reviewing the project I realized I neglected to include the logic to exclude from the results processes that were closed & didn't have any active tasks.

I'm getting ready to upload a new version of the project. This update will include this functionality. When the upload is completed I'll put an updated comment in the main post. Make sure to read to update message as it will include instructions for using a custom application profile.

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TGiles's picture

I just uploaded a new version of this project to support ServiceDesk 7.5 SP1. The project also no longer requires the modification of the connection string information prior to publishing to function.

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smassie's picture

I'm getting an error every time I run this... Looks like an issue with SQL collation? See attached Log file... Any pointers as to how to fix?

 

AttachmentSize
sd.bulkclosure_00.zip 2 KB
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TGiles's picture

I just completed uploading an updated version of the SD.BulkClosure project. The project includes an updated integration component that makes all the comparision use the servers default collation. Let me know if you still have issues with the project.

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smassie's picture

Many thanks - Will give this a go.

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QuietLeni's picture

Hi TGiles,

I am using SD 7.5 SP1 and downloaded the project and checked it out, but I found that the models were invalid - the "Process Ticket" model has an invalid embeded model - "IM Processing". In that, the "Set Incident Values" object has an invalid mapping from a Project Property that does not exist.

I made a field on the main web form to include a Bulk Closure Text value and then included this as the missing field in the Set Incident Values object.

Sadly, the project errors after I click the search button.

The project also does not work in Debug.

I think that this is something to do with the Connection Strings, but I am not sure, since the project did not work as downloaded. I wonder if something else is broken.

Regards,

QuietLeni

What is the point of an Asset Management Solution that needs excessive management? Let me help you.

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TGiles's picture

QuietLeni,

The error is more then likely due to the fact that the project isn't 7.5 SP1 compatible. I thought I had attached the updated SP1 version to this article a while ago, but apparently it didn't take. I've now updated the article to include the 7.5 SP1 version. Also remember that besides just opening the project you will need to import the Application properties file into the PM Portal for the project to run. The file can be found in the resources folder of the project.

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QuietLeni's picture

TGiles,

Thanks for the revised project.

Do you have a step-by-step instruction for the below?

"Also remember that besides just opening the project you will need to import the Application properties file into the PM Portal for the project to run. The file can be found in the resources folder of the project."

What is the point of an Asset Management Solution that needs excessive management? Let me help you.

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