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SD 7.1 SP2: Implementation Task in CM Ticket cannot be completed

  • 1.  SD 7.1 SP2: Implementation Task in CM Ticket cannot be completed

    Posted Sep 20, 2012 02:38 PM

    In ServiceDesk 7.1 SP2, we had a CM ticket that was submitted and approved by the Change Manager. The Change Manager set the Implementer, and sent it on to the CAB for approval. The CAB approved, but the Implementer could not complete the Implementation Task. When I looked in the database at the Task record for that, the "CanBeCompleted" column for that record was set to zero. I'm not sure how this happened.

    Once I manually updated the Task record (through SQL) to have CanBeCompleted = 1, the Implementer could then complete the Implementation Task. How could this have happened, and what could we do about preventing this from happening again?