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SolarWinds Service Desk (SWSD)

Feature Requests Ability to reactivate a service request task.

What We're Working On

5 months ago

We are currently developing our new task management which includes tasks having multiple states and not just not complete and complete. This will help with accidental completions as there will be multiple stages the task goes through before being resolved. This new work will also help us support being able to move a task from resolved back to assigned, in progress, etc.

Ability to reactivate a service request task.

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.

cdow2011

Top Comments

seroyalty 9 months ago in reply to joeybrown

Is this something still in the works or has it been shelved?
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joeybrown over 3 years ago

Hi - we have longer term plans to enhance the task management area within the application and that will include the ability to have multiple states for tasks. This will allow your agents to move the task from something like New to In progress, etc. With this work, we will also be looking into the best way to allow your agents to pull a task from resolved/complete to active again. We hope to start this work this year.
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JHeltsley over 3 years ago

Confirmation or reactivation is a must. My technicians have already been accidentally marking things complete several times.
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JDobbsy1987 over 3 years ago

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 with the last task potentially closing the ticket, maybe there is a prompt that asks you to confirm the ticket is now considered complete.
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Fredrick.Smith over 4 years ago

At the very least, maybe there is a confirmation screen that is prompted when you select the checkbox.
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