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Questions on Queues (Order, Active-Inactive) Servicedesk 7.5

Created: 19 Feb 2013 • Updated: 20 Feb 2013
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rather than any sane order that can easyly be set this seems to be in the same order that they appear in

[ProcessManager].[dbo].[ImServiceQueue] is there any whay to change the order other than altering the sql DB?

 

also I see edit and remove under "Manage Incident Service Queues" in submit Request -> Administrative services, but no way to make one inactive.  My orgnivation tend to have some reorg when new people comes to power.  Will Removing and adding queues cause problems with ticket assigns.

Quick Look Solution

Correct the Service Queue

Correct the Service Queue information is simply displayed as its stored in SQL. However this can easily be remedied by simply modifying the SD.Feeder.TechnicianIncidentforms project to include a 'Simple Collection Sort' component to operate on the AllServiceQueues variable after its loaded from SQL. Add this component to the 'InitData(Non-Cached) and Declarations' embedded model.

 

Unfortunately this can't be done for the Re-assignment functionality as the project isn't provided for modification.

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CNWilliams's picture
CNWilliams
Symantec Employee
19
Feb
2013

Kevin Shilling, To answer

Kevin Shilling,

To answer your question:

Will Removing and adding queues cause problems with ticket assigns?

Issue Description Article link
Adding groups to and removing groups from Service Queues does not affect currently assigned incidents. The group-to-service queue relationship is only used during ticket assignment. Adding groups to and removing groups from Service Queues only affects future assignments and does not affect currently assigned incidents.
Workaround:
Individual ticket assignments can be reset when you reassign them to the queue to which they are currently assigned.
 
Deleting a Service Queue can cause routing rules to fail.

If you delete a service queue before you modify the routing rules that route incidents to that queue, the routing rules error out.

Workaround:
Before you delete a service queue, modify all the rules that route incidents to the queue and route them to another queue.

 
Deleting a Service Queue does not affect existing ticket assignments. If a service queue is deleted, all existing tickets stay assigned to the service queue's groups.
Workaround:
Individual ticket assignments can be reset when you reassign them to a different queue.
 
Service Queues do not detect newly created groups. Opening the Create/Edit ServiceQueue page caches the existing ServiceDesk groups. The Service Queues do not detect newly created groups. http://www.symantec.com/docs/TECH198039

 

The Known issues section of the Symantec ServiceDesk 7.5 Release Notes at http://www.symantec.com/docs/DOC5720.

Kindest Regards,

CNWilliams

CNWilliams

19
Feb
2013

Thanks for the answers on

Thanks for the answers on Active and inactive queues.  That Reassures me allot. In a year or two We will probably have a large reorg.

 

 

P.S. The order listed for Queues in both "advance submit" and "Reassign tickets" is the same order as listed in the SQL DB and not a normal Alphabetical or by an order column. Is this known issue or am I an isolated issue?

.

TGiles's picture
TGiles
Symantec Employee
20
Feb
2013
SOLUTION

Correct the Service Queue

Correct the Service Queue information is simply displayed as its stored in SQL. However this can easily be remedied by simply modifying the SD.Feeder.TechnicianIncidentforms project to include a 'Simple Collection Sort' component to operate on the AllServiceQueues variable after its loaded from SQL. Add this component to the 'InitData(Non-Cached) and Declarations' embedded model.

 

Unfortunately this can't be done for the Re-assignment functionality as the project isn't provided for modification.