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Initial status of tickets
#1
Hi,

We are using heavily quick call form for entering tickets. 

All tickets (submited or not) have status "In progress" which is something that we would like to change.

I've tried to find this paremeter in:
Default valued
Other paramters

But no luck.

Problem is that "In progress" is used for filtering stuff that we are acctually working on, and when something is not in a workflow correct status would be "New" or something like that.

Please help me!

Regards,
Dok
doktabar, proud to be a member of EV CONNECT FORUM since Nov 2015.

#2
We ran into the same issue and were not able to find a way to set Input Errors and Drafts to the "New" status.  We ended up excluding them from our reports/filters by adding the following SQL code to our queries:

Code:
SD_REQUEST.REQUEST_ID NOT IN
(
    SELECT    SD_REQUEST.REQUEST_ID
    FROM    SD_REQUEST
            INNER JOIN AM_ACTION ON SD_REQUEST.REQUEST_ID = AM_ACTION.REQUEST_ID
            INNER JOIN AM_ACTION_TYPE ON AM_ACTION_TYPE.ACTION_TYPE_ID = AM_ACTION.ACTION_TYPE_ID
    WHERE    (AM_ACTION_TYPE.ACTION_TYPE_GUID = '{2502C70E-D9A6-4662-AE2E-B15DA75CA763}' OR AM_ACTION_TYPE.ACTION_TYPE_GUID = '{0C654867-7C28-43A5-AF3C-C797220A8D27}')
            AND AM_ACTION.END_DATE_UT IS NULL
)
Sarah Schumacher
Service Desk Tool Administrator

#3
It would be easiest if the default could be changed. Does not seem to be an option.

It's not ideal, but another option might be to NOT use "in progress" for your work or in any workflows. Use something else like "working" or "work in progress" (a new status). This way you know that if it says "in progress" it's a system state until the workflow kicks in and uses one of your new workflow statuses. 

Of course this would require updating all existing workflow steps that use the ootb "in progress" status to your new status.
Jack Reeder
FMX Solutions Inc.
Jack.Reeder@fmxsolutions.com

#4
Thanks FMX and sarah.

First thing it's been already done and are doing it that way.
The FMX solution is also my ultimate solution - but wanted to check first if I'm missing something. As it clearly looks forme very unsusuall to offer "out of the box" status "New" and "In progress" - and then hardcode the very first status as "In progress". If hardcode something - than use something that is correctly representing status "New", "Open", "Input", "inpute error" - whatever. As "New" already created (out of the box) - why not hardcode it?

Implementing new status "In progress" instead of old one in every workflow step (more than 20 wf), every report, filter, business rule and so on - seems like major change for something that should be as such in very beginning. Renaming is possible - so this could save some time, but loads of filters relay on GUID mark not on string value.
Doing it - will definatelly cost some time.

Thanks!
doktabar, proud to be a member of EV CONNECT FORUM since Nov 2015.

#5
I don't know of any way to change the initial status but if the goal is to remove input errors we use a scheduled alert that runs every Friday night to clean them up (For both Service Manager and Service Apps). It moves the tickets into an "archived" status.

The Scheduled Alert Filter is
SD_REQUEST.REQUEST_ID IN ( Select SD_REQUEST.REQUEST_ID From SD_REQUEST INNER JOIN AM_ACTION ON SD_REQUEST.REQUEST_ID = AM_ACTION.REQUEST_ID INNER JOIN AM_ACTION_TYPE ON AM_ACTION_TYPE.ACTION_TYPE_ID = AM_ACTION.ACTION_TYPE_ID Where AM_ACTION_TYPE.ACTION_TYPE_GUID IN ( '{2502C70E-D9A6-4662-AE2E-B15DA75CA763}', '{E753DA6E-BE59-4619-87E4-646A1F0FD021}') AND AM_ACTION.END_DATE_UT IS NULL OR (ACTION_LABEL_EN = 'Drafts' AND AM_ACTION.END_DATE_UT is null AND SD_REQUEST.ORIGIN_TOOL_ID = '2') )


And the SQL script on the ALERT is
UPDATE SD_WORKFLOW_INSTANCE
SET SD_WORKFLOW_INSTANCE.END_DATE = getutcdate() WHERE SD_WORKFLOW_INSTANCE.REQUEST_ID IN (#LIST_ID#);

UPDATE AM_ACTION

SET
AM_ACTION.STATUS_ID_ON_TERMINATE = (SELECT STATUS_ID FROM SD_STATUS WHERE STATUS_GUID =
'57B9F960-4603-4990-8902-5FA2AB214DD9'),
AM_ACTION.START_DATE_UT = CASE WHEN AM_ACTION.START_DATE_UT IS NULL THEN getutcdate() ELSE AM_ACTION.START_DATE_UT END,
AM_ACTION.END_DATE_UT = CASE WHEN AM_ACTION.END_DATE_UT IS NULL THEN getutcdate() ELSE AM_ACTION.END_DATE_UT END,
AM_ACTION.DESCRIPTION = CAST(ISNULL(AM_ACTION.DESCRIPTION,'') AS NVARCHAR(4000)) +'## Input Errors:
Automatic Closure ##'
WHERE AM_ACTION.REQUEST_ID IN (#LIST_ID#);

UPDATE SD_REQUEST SET
SD_REQUEST.STATUS_ID = (SELECT STATUS_ID FROM SD_STATUS WHERE STATUS_GUID =
'57B9F960-4603-4990-8902-5FA2AB214DD9'),
SD_REQUEST.END_DATE_UT = CASE WHEN SD_REQUEST.END_DATE_UT IS NULL THEN getutcdate() ELSE SD_REQUEST.END_DATE_UT END,
SD_REQUEST.DESCRIPTION = CAST(ISNULL(SD_REQUEST.DESCRIPTION,'') AS NVARCHAR(4000)) +'## Input Errors:
Automatic Closure ##'
WHERE SD_REQUEST.REQUEST_ID IN (#LIST_ID#);
zfielden, proud to be a member of EV CONNECT FORUM since Jan 2018.

#6
That will do.

Thank you all for your help!
doktabar, proud to be a member of EV CONNECT FORUM since Nov 2015.






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