Resolve a Service Request and provide User Confirmation before Closing the Service Request.

[shruthi29]

Hi all,

I am working on Geneva instance and we are trying to implement the user confirmation before closing the request.

1)When the catalog task is finished and a "Resolve Task" button is clicked, it must go to "resolved" state on the sc_task table( created a new state "resolved" in sc_task table)

2) All the tasks, related to the request item is resolved, the state on the request item goes to "resolved"

3)At this point, "Reopen Request" and "Close Request" are two buttons which the end user can see and provide their input.

4)if reopened by the end user, then the agents have an option to reopen the tasks associated with the request item .

5)if Closed, then all the tasks   associated with the request item, their state will be moved to Close Complete and request item will also move to Close Complete.

6)The SLA is on sc_task and is paused during state "resolved" and resumed during In Progress/ Open state and completed during Close Complete/Close Incomplete.

The issues i am facing here is,

1) When clicking on resolve task button on catalog task, I am setting current.active= false and when the task is reopened, I am making it true.   This is working fine for a workflow with one catalog task activity.

I am having scenarios/workflows, where there are catalog task activities in parallel(e.g. after getting approval, three tasks created parallel) and sequential( after one task is closed, the next task is created)   for which this doesnt work. The catalog task activity stays running even is I set current.active = false.Is there some other way I can implement/or incorporate Resolve state as completion state in Catalog task activity without major changes.

2) I also used Join activity in various places in a workflow whose output is Close Complete/Close Incomplete, without which the entire workflow will break. Using Join, was one help we got from community and it worked well for an issue we faced at that point of time. But now I need the output of all the tasks related to the requested item to be "resolved" state.Is there any way to implement it in Join?

Kindly help out.Any help is highly appreciated!!

Regards,

Shruthi

[Alex275]

Hello, 

Have you found a solution ? 

I have the same requirements so it will be very useful for me if you can share a solution. 

Thanks, 

Regards,