Place for Resolved tickets

Date

2011/02/08

What

David Foster reported that he couldn't see the Resolved Incidents under 'My Closed Incidents'.

Bottom line: this is the correct behaviour (in my opinion). Nothing should be changed in Incidents. What may need to be changed is the behaviour of 'Resolved' Request Fulfillments (see below).

There are different lists under 'Self Service':

So, the lists are computed in the same way in Incidents and Request Fulfillments.

What differs is the state of 'Resolved' tickets in Incidents and Request Fulfillments:

Arguments to keep the 'Resolved' incidents under 'My Incidents':

• 'My Incidents' should show all the incidents that can still be acted upon (that includes the 'Resolved' ones).
• If we'd put the 'Resolved' incidents with the 'Closed' ones, they'd be lost in the continuously growing list of 'Closed' incidents.
• The 'Resolved' incidents should remain with 'Active' = true, as they can still be acted upon by the user.

How

Setting 'Active' to false when a Request Fulfillments is 'Resolved' comes from the 'CERN Request Fulfillment Workflow v2' workflow. The 'Change State and Active' SetValues Workflow Activity seems to take precedence over this Business Rule.

The 'Change Stage and Active' SetValues Activity is called on 'Resolved', which does:

• active=false^approval=approved^u_workflow_stage=Resolved^u_current_task_state=9^E

The new 'Change Stage and State' SetValues Activity now does:

• approval=approved^u_workflow_stage=Resolved^u_current_task_state=9^E

Update Set

20110210 SOPH Delete SetValue Workflow Activity

Issues

None.