Questions on Queues (Order, Active-Inactive) Servicedesk 7.5
Created: 19 Feb 2013 | Updated: 20 Feb 2013 | 3 comments
This issue has been solved. See solution.
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.
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Kevin Shilling,
To answer your question:
Will Removing and adding queues cause problems with ticket assigns?
Workaround:
Individual ticket assignments can be reset when you reassign them to the queue to which they are currently assigned.
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.
Workaround:
Individual ticket assignments can be reset when you reassign them to a different queue.
The Known issues section of the Symantec ServiceDesk 7.5 Release Notes at http://www.symantec.com/docs/DOC5720.
Kindest Regards,
CNWilliams
CNWilliams
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?
.
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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