Intel,Altiris Group

Anyone have any ideas on how to get the search to work within close incidents icon. I found that you have to know exactly what you are searching for in the ticket. It does not search the "Name". I am trying to close all of our tickets that are pending customer feedback. Cant search on anything to gather all the tickets to close at one time.

Not that it helps, but ive found all the searches pretty dismal, and as of yet ive found nothing that searches history...

Go to Submit Request

Service Desk Folder

Close Incidents

Search of a word that  that will be in description such a "email server down"

You may view or Select click add selected.  "highlight the ones you need"  (there is no select all here, how bad is that)

Close incident and a comment.  This comment is applied to all tickets

select quick close.  Quick close bypasses customer survey and your done.

what happens if you dont know exactly the wording you want to search for ? so i do a search and then i have to go thru and look at each ticket first  to see if the ticket is the one i want to close out.  if thats the case thats lame...

I dont understand why you would want to manually close tickets in a "pending customer feedback" there is a timeout value associated with this task and will close the incident automatically when the timeout hits. 

The timeout is rather long, and if you are tracking total ticket duration, it can be an issue. Myself i tried changing the timeout value, but it had no effect, so i just bypassed the entire thing so the ticket closes instantly. In our environment we don’t want to bother the user with the extra interaction ( the tech verifies resolution personally before ‘closing’ ) and the lengthy timeout wasn’t going to work either.

 

Nurb..exactly thank you....we bypassed the survey too for now.

When the survey was sent it created a task.  The helpdeskk closed the ticket and that task never went away.  This delivered the task back to the user with a .1 or .2.   We had to manually delete them