ServiceDesk

Hello...  7.1 SP2  (I feel like that should be part of my name on this forum)...

We are starting to wrap up our testing and we have test tickets in production (we wanted to stress test the server... after the slow ticket movement in SP1, we wanted to make sure SP2 can maintain our speed requirement) and trying to figure out a good strategy to either mass move/close these tickets to start "new" on our go live date.   We are going to have 2-3 phases of go live, so there might be test tickets going forward.   Has anyone went through this before or ideas?   I was thinking like an exclusion queue that if they right a report, any results from that ticket is ignored.  

Thank you again for all your help in ths forum.   This has been a bright spot in helping getting this product up.  I just hope I can help you guys/gals as well.

Thanks,

Jamie

You can use the Close Incidents form under the Submit Request tab -> Administrative Services or ServiceDesk ( Sorry, done so many customizations I can't remember where the original one is) and do a mass close of incidents. They'll still show up in the report though unless you use a filter.

Just to add you can assign the tickets to a queue and use the drop-down list to mass close it as well.

Thank you.   I hear ya on the customizations.   You do so many of them to bend that when you tell someone where to go on here you second guess at times where it was before you had to change it. 

Hello,

I was looking for the dropdown list in your solution.  I was able to find it under the Tickets tab in the My Open Tickets list.  However, I only see two options (Select a Group Action and Add Comment).  I do not see the other options in your list.  Am I looking in the wrong place or is there more to it?  This is 7.1 SP2 out of the box installation.

Also, you mention you did a lot of customizations.  Our Symantec partner who did the install suggested we stay away from customizations due to the increased complexity it will cause for the next release.  Does it sound like they are steering us in the wrong direction?  Our group was not happy to hear customizations were not encouraged.

I'm not sure what the next release of Service Desk entails since Symantec isn't very open about their roadmap for this product. Service Desk out of the box is not very good so I had to do a lot of customization in order to make it work for our company. Who was your Symantec partner?

The reason that you may not see it is probably because the report does not have the Include Process Actions checked off.

Thanks a lot for the additional information you provided.  That resolved my issue.