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Close Processes in ServiceDesk & Workflow 7.5 

Mar 07, 2013 12:54 PM

This is a tool to assist you in closing orphaned tasks and processes in ServiceDesk & Workflow 7.5.  It does not delete any entries from your database. This process will simply complete any active tasks and close the associated process. It properly handles closing Change, Incident, & Problem processes. It will also handle EM processes along with any default processes that are generated by Workflow. It does not work with custom projects that use custom tables for their data storage. 

The project will allow you to search for the process by Title, Process ID, or Description. As searching the description field can be rather intensive a check box on the form is provided to enable or disable this functionality. You can select multiple processes at one time to improve efficiency.

The project has been designed to be published and added to your Service Catalog if so desired. You are required to be a member of the Administrators group however to run the project. 

The project uses a custom Application Property to allow for defining specific result code entries that you wish to exclude from the search results. The application property file can be found in the Resource folder of the project. The file is called bulkclosure.pfl. 

Note that the attached file is a .package file. If you browser changes the extension to .zip remember to change it back to .package to properly load it in Designer.

A 7.1 version of the project can be located in the article link below.



  • Attached an updated version of the project that is designed for ServiceDesk 7.5 SP1.


  • Updated the sql query in the integration component to use the default collation of the sql server when doing comparisons. This should eliminate the collation error experienced by one user when the Clean Process component runs.


  • Removed the requirement to define the connection string for the project to function properly. The project now pulls the connection string information from the local.orm. 
  • Updated the closure process on EM tickets to update the status of any associated IM tickets. The associated IM tickets are created by how the updated Email Monitor process works in ServiceDesk 7.5 SP1.


  • Addressed performance issue that was introduced in the logic for dealing with closed processes that didn't have any active tasks. This logic is now handled inside the sql code of the 'Find Processes' component, thus removing the extra memory requirements and processing needs.


  • Addressed issue with Resolution SLA not being satisfied on IM processes.
  • Created a new Application profile (BulkClosure) to enable the ability to exclude specific process result statuses (such as Closed, Completed, Success, etc.) from being included when searching for a process. The profile file can be found in the resource folder of the project & needs to be imported into the Application Properties page inside the portal before using the project.


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zip file   3.53 MB   1 version
Uploaded - Feb 25, 2020
package file
SD.BulkClosure.package   1.47 MB   1 version
Uploaded - Mar 11, 2020

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Oct 18, 2017 06:11 AM

The Application Properties file included with 7.5 version of the project is out of date. The project itself has been updated to match the one for 7.5 SP1 but the .pfl is still old.

You can use the Resource/BulkClosure.pfl from the 7.5 SP1 version of the project or to make it simpler - use the same file attached to this comment.

Aug 17, 2017 11:22 AM



There isn't permission that you could specifically add to a user. However you could create a new group in ServiceDesk and assign users that you wish to be able to run Bulk Close to this group.

Then you would need to open the Bulk Close project inside designer and right click on the 'Process Manager Login Component' and choose Edit Component. When the Edit screen opens under the Authorization section you will see a list of all Groups that exist in ServiceDesk. Simply check the box next to the new group you created and click okay. Finally republish the project and now any users who are apart of the new group will have the ability to use the project.

Jul 07, 2017 02:47 AM



ii it possible to delegate permissions to allow users who belongs to a ServiceDesk to run the project, not only Administrators ? It will be very useful for us.

Aug 27, 2015 03:32 AM

Hi all,


I've tried in Test environment and have the same error than tzamarin when validating the project. Ste by step instruction should be very usefull.


Jul 16, 2015 04:34 PM

Are there any instructions for this? I tried it in my DEV and it keeps giving me a error:


Project has validation breaks, please correct

mapping from [ProfileProperties].bulk_closure_incident_resulotion_text (String) to Resolution (String) :: Mapping assignment (mapping from [ProfileProperties].bulk_closure_incident_resulotion_text (String) to Resolution (String)) is not valid

Jul 10, 2014 03:44 AM


Thanks for the revised project.

Do you have a step-by-step instruction for the below?

"Also remember that besides just opening the project you will need to import the Application properties file into the PM Portal for the project to run. The file can be found in the resources folder of the project."

Jul 09, 2014 12:56 PM


The error is more then likely due to the fact that the project isn't 7.5 SP1 compatible. I thought I had attached the updated SP1 version to this article a while ago, but apparently it didn't take. I've now updated the article to include the 7.5 SP1 version. Also remember that besides just opening the project you will need to import the Application properties file into the PM Portal for the project to run. The file can be found in the resources folder of the project.

Jul 09, 2014 12:42 PM

Hi TGiles,

I am using SD 7.5 SP1 and downloaded the project and checked it out, but I found that the models were invalid - the "Process Ticket" model has an invalid embeded model - "IM Processing". In that, the "Set Incident Values" object has an invalid mapping from a Project Property that does not exist.

I made a field on the main web form to include a Bulk Closure Text value and then included this as the missing field in the Set Incident Values object.

Sadly, the project errors after I click the search button.

The project also does not work in Debug.

I think that this is something to do with the Connection Strings, but I am not sure, since the project did not work as downloaded. I wonder if something else is broken.



Mar 06, 2014 05:55 AM

Many thanks - Will give this a go.

Mar 05, 2014 03:34 PM

I just completed uploading an updated version of the SD.BulkClosure project. The project includes an updated integration component that makes all the comparision use the servers default collation. Let me know if you still have issues with the project.

Mar 04, 2014 10:10 AM

I'm getting an error every time I run this... Looks like an issue with SQL collation? See attached Log file... Any pointers as to how to fix?


Dec 17, 2013 03:45 PM

I just uploaded a new version of this project to support ServiceDesk 7.5 SP1. The project also no longer requires the modification of the connection string information prior to publishing to function.

Jul 15, 2013 04:09 PM


Thanks for the update. When I sat down & created the project I specifically wanted to make sure that if a process had an active task it would be included in the results reguardless of status. In reviewing the project I realized I neglected to include the logic to exclude from the results processes that were closed & didn't have any active tasks.

I'm getting ready to upload a new version of the project. This update will include this functionality. When the upload is completed I'll put an updated comment in the main post. Make sure to read to update message as it will include instructions for using a custom application profile.

Jul 15, 2013 01:03 PM

I am seeing closed processes show up from the search that do not have any open tasks. And the items still show up in the search if they are run through the bulk closeure process. Is there any relationship between the query and the subtasks?

Jul 15, 2013 12:19 PM

The search returns closed processes that still show having active tasks on them. These active tasks can cause e-mails to be sent and additional background processing to be done against the closed process.

Jul 15, 2013 12:13 PM

Is there a reason why the search is returning Closed processes?

What would the benefit be of closing an already closed process?

Mar 15, 2013 01:04 AM

Just confirming I have used the Bulk Closure project in my company's ServiceDesk 7.5 Production environment with success.

Once again, appreciation to TGiles work.

Mar 14, 2013 06:24 PM

Hi noodleNT,

Here is the post that TGiles is talking about:

Bulk Process Closure for ServiceDesk 7.1 and Service Packs

Kindest Regards,


Mar 14, 2013 06:02 PM


Mar 14, 2013 05:47 PM

I've created another article that contains the 7.1 version and included the link in the post above. It should becoming public shortly. Just waiting on the Forum moderators to get it checked off. 

Mar 14, 2013 05:38 PM

Will this work for WF 7.1?

Mar 13, 2013 07:56 PM

Thanks reecardo.

Ok I was able to successfully import the SD.BulkClosure project on my Dev/Test ServiceDesk server, after copying SD.BulkClosure.Data.dll to the Program Files\Symantec\Workflow\Shared\customlib location, as it complained about it being a Missing Resource.

After Publishing the project and adding the Form to the Service Catalog, my testing included successfully closing multiple EMs, IMs and SRs processes using the Bulk Closure Form where all Tasks successfully closed as well.

I will proceed now with publihing the project to my Production environment, where I will publish results in a seperate post.

Credit to TGiles for an execellent and useful form.

Mar 13, 2013 07:05 AM

Looks like TGiles built the project in an SD MP1 build... I'd ignore the message and try to open anyway. Let the board know if you have any isues.

Mar 13, 2013 01:32 AM

Hi TGiles, I have a problem.

See PIC.


Mar 10, 2013 09:54 PM

Hi TGiles,

have you uploaded the updated version of the SD.BulkClosure.package yet?


Mar 08, 2013 10:26 AM



Thanks for pointing that out. I thought I had caught all of those. I've gone back into my project and fixed them. I'll upload a newer version, so others won't have the issue.


Mar 08, 2013 10:14 AM

Perfect !

Thank you for this workflow, just a few error : in the "Close Message" components of IM/EM/PM/Others processings, there is a bad reference instead of TicketToClose.ProcessID normally.

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