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Closing Processes In Servicedesk

Created: 28 Sep 2010 • Updated: 05 Nov 2010 | 8 comments
BRING's picture
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This is a tool which will close Change and Incident processes in Servicedesk.  It does not delete the processes, but just closes them, making them no longer appear in any reports that use "open" as a status. It has been used successfully in a production environment.  It is very, very, very rough, but since I have seen many requests for this tool, here it is.  You should not need to hire anyone for this to work.

Source code is part of the package.  I run it from the debugger.  Did not think it necesssary to publish.  You will also need to modify the database connection strings to match your environment.

All of the rest of the instructions are included in the package.  Just copy to your Servicedesk server that has Workflow Designer on it, and run the package.

I hope this is helpful for all.

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paro's picture

Hi.

I needed something like this because our environment ended up with serveral incidents that were broken due to the 'special character' bug. The particular nature of this bug has left the environment with incidents that has no tasks attached to it.

However I have tried this workflow and it doesn't work. I recieve an error that states that a grid could not be filled.

Can you help me out?

error message.png

Project Manager / Founder
Asterio AB, Sweden
www.asterio.se

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Nurb4000's picture

I created something similar but it lets us manually enter an IM number we want to close. It also adds a comment into the ticket for auditing reasons down the road. The principle is the same, search for specific ticket, search for tasks, delete tasks, add comment to ticket, set status to closed.

Tho it happens so much i published it to the portal ( restricted of course ). Ticket errors in this product are like daises in a springtime field.

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Jamie Love DAI's picture

Is this the correct place to change the data source?  We have a SQL server but I'm not sure of the syntax it requires.

Get_Open_Change_Requests and Get_Open_Incidents components have this in them:

'get open change requests and get open incidents data connection string variable.'

Data Source=(local);Initial Catalog=Ensemble;Integrated Security=SSPI;

I have 35,000+ open and oprhaned tasks related to one ticket, that I need to close - in my production environment. 

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sdmayhew's picture

service desk 7.1 sp1 - publish sd.closeincidents will close multiple tickets out of the box 

Altiris user since 2001, Asset Management for 25 years

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seralar's picture

Bring, Is compatible with Sd 7.5?

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BRING's picture

No - Currently - it is not compatible with 7.5.  I will be re-working it and post an update later.

 

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seralar's picture

Thanks ..

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BRING's picture

All,

 

Attached is a 7.5 Version of the Process

AttachmentSize
SingleIncidentClosure75.package 2.56 MB
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