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  • 1.  Tickets not "complete"

    Posted Jan 05, 2012 07:44 AM
      |   view attached

    Every now and then I receive a ticket that seems not to be complete.

    It is not assigned to Support I (nor to any other group) and I cannot "work" the ticket even though I normally have rights to do so.

    I discovered this ticket by accident (and found an other) when I was browsing the "My Tickets" screen. They did not appear in my Task List, only in the "My Open Tickets" view.

    I recreated the ticket without the quotes in the title, but I have other tickets that have quotes in the title, and yet now I have a ticket that is complete.

    Is there something I can do so this will never happen again? I don't want to overlook tickets that have no assignments and thus are not looked at.

    I attached a screenshot of the ticket.

    Any answer will be greatly appreciated.

    Kind regards

    Koen van Carglass.



  • 2.  RE: Tickets not "complete"

    Posted Jan 05, 2012 08:49 AM

    Ah, good old missing task.

    This happens from time to time for many different reasons and I have yet to find a way to 100% guaruntee that it won't ever happen. Basically the process gets created but no task ever gets created along with it, hence the reason that you have no options to work the ticket. The majority of the ones that I see are caused by the title being too long. There are other posts on the forums and a KB article (http://www.symantec.com/docs/TECH133412) that points to that limit. Sometimes we've also seen ssome timeouts that don't actually throw an error but will cause the process to get created without its task(s).

    The only way that I can stay on top of it is to view a report every once in a while that will list processes without tasks. It isn't foolproof and I can probably be written a lot better. It also only looks at Incident Management because that pretty much all we use right now but could be expanded to show all processes as well. Give it a shot and see if it helps:

     

     

    SELECT [Process_id],
    [incident_name],
    [incident_description],
    [submitted_by],
    [urgency],
    [impact],
    [date_created],
    [close_code]
    FROM [ProcessManager].dbo.ServiceDeskIncidentManagement
    LEFT JOIN [ProcessManager].dbo.Task ON [ProcessManager].dbo.ServiceDeskIncidentManagement.task_id = [ProcessManager].dbo.task.Taskid
    WHERE
    [ProcessManager].dbo.task.taskID IS NULL and close_code IS NULL 


  • 3.  RE: Tickets not "complete"

    Posted Jan 05, 2012 03:29 PM

    I have a few of these tickets in our test environment and they're annoying. I tried deploying the workflowmanagement.aspx page to see if I could manually add a task assignment and you can but it doesn't show up in the ticket.

    The links to work the ticket are there but when I tried to work the ticket it put it into Exception status and there isn't anything else that can be done to it but maybe then it won't show up in the reports. There should be a way to manually create a task for these but there doesn't seem to be.



  • 4.  RE: Tickets not "complete"

    Posted Jan 06, 2012 09:48 AM

    I agree!

    I had created an Idea on these forums to do something similar so check it out and vote on it. The more votes, the better chance of having something implemented.. (I hope!)

     

    https://www-secure.symantec.com/connect/ideas/build-fallback-processes-always-get-task

     



  • 5.  RE: Tickets not "complete"

    Posted Jan 06, 2012 09:52 AM

    As a side note, although posted a few times in the forums here, I will repost again a SQL query (written by someone else) which can help you close those orphaned tickets and remove them from any reports.

     

     

     

    -- The following SQL script changes orphan tickets to Closed.
    -- Before using, it is recommended to back up the Ensemble database before proceeding.
     
    USE ProcessManager
     
    --Note: Change the 'ReportProcessID' value to the processid (ticket number) you wish to close 
    --For example, 'IM-000400'
     
    UPDATE [ProcessManager].[dbo].[ReportProcess]
       SET [Result] = 'Closed'
     WHERE ReportProcessID = 'CHANGE-THIS'
     
    UPDATE [ProcessManager].[dbo].[ServiceDeskIncidentManagement]
       SET [close_code] = 'Closed Orphan'
     WHERE Process_ID = 'CHANGE-THIS'
     
     UPDATE [ProcessManager].[dbo].[Task]
       SET [IsCompleted] = '1'
     WHERE WFTaskNumberPrefix = 'CHANGE-THIS'


  • 6.  RE: Tickets not "complete"

    Posted Jan 06, 2012 11:55 AM

    Thanks for the query and I voted for the idea you mentioned so hopefully they do implement it. At the very least if it fails to create a task it should default it to Support I or something instead of making the ticket orphaned.