Since the task completion is a simple checkbox in some views, I've had my agents accidentally mark a task complete when it really isn't. In this case, this closed the entire service request when it wasn't done. This resulted in angry user questions, understandably.
I know that completing a task can kick off the next part of the process, and this presents a logic problem, but it would be really good for an admin to be able to reset a service request to a specific point in the process if a task was closed by accident.
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At the very least, maybe there is a confirmation screen that is prompted when you select the checkbox.
I agree that there would be some details to work out to make this work effectively, but we run into this all the time. At least with Change records we can restart a process.
I would also like to see the…
I would love this feature too, only just migrated to SWSD but i can already forsee this being an issue for us.
It would be good to be able uncheck it to say it's no longer complete and to solve the issue…