Tuesday, March 27, 2012

SCSM Service Request - Don't use a Single Review Activity

In Service Manager, we are allowed to have activities in service requests, just like Changes and Incidents. However, don't enter a single activity which is also a review activity. It will not move to "In Progress."

If you create a Service Request or Service Request Template, and you decide to use activities, make sure that if you are going to have an approval (Review Activity), that you also have some type of Manual Activity associated with it. Otherwise, the workflow will run successfully, but it will not change the status from Pending. Now you are stuck, and will have to use Powershell to clean it up.

Don't do this:

  • New Service Request
    • 1 Review Activity
Do this:
  • New Service Request
    • 1 Review Activity
    • 1 Manual Activity



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4 comments:

  1. LuisterBlogApril 24, 2012 at 4:00 AM

    Thx for posting Brody!
    Just experienced this yesterday evening and it had me puzzled...

    ReplyDelete
  2. UnknownSeptember 5, 2012 at 5:14 PM

    I've got exactly the same as you discribe above, however I have a review + a manual activities.... any idea ? The status of the Service Request stay at New...

    ReplyDelete
    Replies
    1. Brody KilpatrickFebruary 27, 2013 at 8:22 AM

      Johann, I assume you have figured it out by now, but if not, let me know.

      Delete
  3. Brody KilpatrickOctober 11, 2012 at 9:17 AM

    Hi Johann, can you elaborate a little on the issue? I assume you have figured it out by now though.

    ReplyDelete

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