When Incident is in Closed status can I update the Incident?

Version 5

    Environment:

    Service Desk: All Versions


    Review Date:

    06.08.2014

    Question:

    When an Incident is in a completed status, such as CLOSED, the whole Incident goes Read Only. Is there still a way to update the Incident?

     

    Answer:

    As the Closed status is a Read Only status you wouldn't be able to update any values on the Incident window itself. This is as according to ITIL and is how it should be.

    If you however still need to update the values on the Incident there are a few different options that you can design.

     

    1. - You can either reopen the Incident, which will move the Incident to an read/write status, making it available for updating again. If you do not have the option to Reopen an incident, then you can change this in your Process Design, see our Designer Manual for more information: LANDESK Service Desk 7.7.2 - Designer Guide

     

    2. - If you don't want to reopen your Incident, it might be enough to just add a note to the Incident. If you don't have the "Add Note" action available on the Closed status, then you can add this through Process Designer. See above manual.

     

    3. - Last option you can allow to REPLACE or ADD TO the values on the Incident window itself and still keep the Incident at the closed status. You can do this by adding a Manual Collection action to the Closed status followed by an automatic Update Action. Please note that it has to be a collection action as a simple windowless action will still show as read only.


    You can use Runtime Values or Calculations in the Update Action to pull values from the Collection action which will then Modify the main Incident.

     

     

    Steps to set up an Update Action:

    (In this example I'm using Incident, but this can be done for any module)

     

    Please note that if you update string attributes, you can either ADD TO or REPLACE the existing value. You cannot modify the existing value.

    If you update a drop down list, you can only REPLACE the value.

     

     

    1. Create the Collection Action.

         Go to Object Designer, expand Modules and Highlight the "Incident management" module. Choose to create a "New Business Object"

         You will be asked if you want to add a specific behaviour, answer NO on this.

         Name your new Object: "Update" and click to save Object Designer.

         You will be asked if you want to create the Name attribute now, answer YES to this.

    object_designer.png

     

         Save Object Designer.

         Create the Attributes as according to what attribute you would like to Update with your action.

         For example, if you want to update the Description field on the Incident, add one which is a mirror of this on your Update Object.

    Update_Object.png

     

         Please also note to create a Datetime attribute with a Persistence Type of "CreateDateTime" on all occasions when following these steps.

    datefield.png

     

         Save Object Designer.

     

     

         To create the Collection, drag your "Incident" Object to your "Update" Object. You will be asked if you want to create a Collection of Update on Incident, answer YES to this.

    drag_attribute.png

     

         Save Object Designer.

         Double click on your Incident Object and you will now find that you have a "Update Collection" in the attributes list.

         To create the action that we're going to add to the Process, Highlight the "Update Collection" attribute and click on "Manage Actions" from the action panel.

         In the Manage Action window that you get up, click "Add"

    manage_action.png

     

         A new "Create Related" Action is created, name it "Update" and click OK.

         Save Object Designer.

     

     

    2. Create the window for the Collection Action

         Go to Window Manager. Expand Incident Management and highlight the "Update" Object.

         Choose to create "New Window"

         Add the relevant attributes on the window and save.

    window.png

     

     

    3. Create the automatic 'Update Incident' Action.

         Load your Process Designer and go to the "Business Object" section.

         Expand Incident Management - Incident and highlight the Action folder.

         Click "New" in the action panel to create a new "Action"

    automatic_action2.png

     

         Name it: "Update Incident" and set "Allow Association With Window" to "True"

         Save the Action.

         Note not to give this action the same name as the Collection action we created above, as this will confuse when adding these in to the process.

     

     

    4. Adding your actions to the Process

         Launch and deactivate the relevant Process in Process Designer

         From your Toolbox panel, add in the blue manual Action Instance.

         Select the "Update" action and click OK.

     

    process.png

     

         From your Toolbox panel, add in the green Automatic Action Instance.

         Select the "Update Incident" action and click OK.

     

    process2.png

     

         The default incident window will launch.

         Add in the Runtime value / Calculation for the attributes that you want to modify by right clicking on the attribute and select "Value Type" or "Calculation" accordingly.

            

         Use Runtime Value when you want to REPLACE the value and a Calculation for a STRING attribute where you want to ADD TO the existing value.

    calculation.png

     

              Value Type Example:

                   In the window that launches, click to "Specify a runtime value for control" and select the attribute that you want to pull the value from.

                        value_type.png

     

                   Click OK

                   Your Incident window will now read as below:

     

                        value_type2.png



              Calculation:

                   Here is an example of how to add your update to the existing Description on the incident

     

                        calculation3.png

     

     

     

    Click OK

    Link up the actions in the Process

     

    process4.png

    Save and activate your Process