Video Screencast Help
Symantec Secure Login will be live on Connect starting February 25. Get the details here.

Confirmation to close subtasks when closing incident

Created: 02 Apr 2013 • Updated: 26 Aug 2013 | 3 comments's picture
5 Agree
0 Disagree
+5 5 Votes
Login to vote

I think it would be nice to have the resolve incident dialog give a warning or confirmation if an incident has open subtasks. If you wanted to make it even cleaner, it could only give the confirmation dialog if the open subtasks are not assigned to the current resolver. We've had some people close incidents by accident that still had subtasks that were incomplete and not assigned to the resolver and I think this would take care of that.

Comments 3 CommentsJump to latest comment

Dan B's picture

I Agree,   Users should be warned if a ticket has outstanding subtasks.  

Some flexibility here would be appreciated.

1)  If a Ticket has outstanding tasks warn user there are outstanding tasks.

   Ideally a support user should either not be able to close the parent ticket,  or be given an option to cancel/complete all subtasks.  Any subtasks/history entries should clearly show they were actioned/cancelled by the person closing the parent ticket,  and NOT the subtask assignee.

2)  Status change in reports to show the tasks are effectively on HOLD while awaiting the outcome/action of subtasks.

3) Ability to Re-assign or Cancel a task assigned to you.

4) Ability to assign to Service Queues  (I understand is in the next release?)

Login to vote
TGiles's picture

I believe it was determined that this functionality is actually a defect that is being addressed.

Login to vote
Dan B's picture

Can you please advise when this is likely to be fixed?

And what about the other options as currently without the ability to return tickets, cancel tickets, pospone, re-assign, work on a subtask while anothen person is working on the main ticket   ...   subtasks are of little use to us.

Is there any other work being done in this area?

Login to vote