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Service Desk 7.5 Cannot close incident with No SLAs on Process

  • 1.  Service Desk 7.5 Cannot close incident with No SLAs on Process

    Posted Mar 24, 2016 10:52 AM

    Hi,

    First time posting so apologies if I haven't given enough information or I am asking in the wrong location.

    We are currently running Service Desk 7.5 and we have a number of incidents which we are unable to close and are still appearing in our queues.

    It appears that there are no SLAs on ticket and the Current Assigments are blank, even though this was filled in.

    Due to the state that the ticket is now in i cannot edit or reopen it.

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    If you need any more information then please let me know?

     

    Thanks

     

    Luke



  • 2.  RE: Service Desk 7.5 Cannot close incident with No SLAs on Process

    Posted Mar 24, 2016 10:57 AM

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  • 3.  RE: Service Desk 7.5 Cannot close incident with No SLAs on Process
    Best Answer

    Posted Mar 24, 2016 12:02 PM

    Tickets with "In Process" have usually broken.

    What was the last action performed.

    If you show all Process History for the ticket does it show any exceptions?

     

    You may need to use either of the following:

    Close Processes in ServiceDesk & Workflow 7.5

    https://www-secure.symantec.com/connect/downloads/close-processes-servicedesk-workflow-75

    This closes any tasks etc

    !Warning! - ServiceDesk 7.5 SP1 Purge Utility

    https://www-secure.symantec.com/connect/articles/servicedesk-75-sp1-purge-utility

    This removes all trace so use at your own risk