ServiceDesk

I know that this happens from time to time but we have processes in Incident Management that have no initial tasks assigned to them. This obvioulsy becaome a customer service issue if requests aren't showing up because we never see the tickets (and can't assign/reassign them when they do arrive!). Does anyone have a report or can lead me to a report to modify (or even a SQL query) that can show me a list of all open processes that have no tasks assigned to them? As much as I don't want to, I can at least look at this report every couple of days to ensure that tickets are being tended to as quickly as possible.

Thanks.

This isn't perfect however its a start. This query gives me the results that I'm looking for:

  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 

 What I would like to do know is a) exclude items that have a close_code of "Closed Orphaned" but I am sure I can get that, the bigger thing would be to create a report in SD with the above query. Is this possible using the standard reporting structure? Can I add raw SQL to generate a report? 

You can use raw sql to make a report. Just go to Reports - Add Standard Report. Choose Default as the normal data source, and then look for Sql/Sql Query under Data. The editor will accept any valid SELECT clause (there's a Test button to test for validity - no INSERTs or UPDATEs allowed).

I have no idea why I never saw that but that fixes it. At least now I have a quick report to look at which will tell me if I am orphaning tickets again and if I do, I can recreate new tickets in a much more timely manner!

Thanks for posting this. My company is having the same issue.

Symantec - will you be fixing these issues anytime soon?