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SR stuck open


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  • Sidekick (Customer)
  • 24 replies

We’ve got some Service Request S records stuck open. The Tasks are complete but it looks like the complete stage was missing when they were created. There is no resolution open available on the S record in order to resolve them manually either. Any ideas on what we could do? Cancelling would send a confusing email to the user which we are keen to avoid.

Best answer by Robert Wood

Hi Lucy, 

Can you try the following:

  1. open the service request in the event form
  2. select the “tools” button from the toolbar
  3. select process designer (this should load the attached process for your event)
  4. manually add in a “completed” stage to the process
  5. go back to the event form
  6. actions > state actions > completed

This is a way to manually add in and move on the process attached to an event. If you’re able to progress it to the completed stage then it should be possible to close off the request.

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10 replies

Robert Wood
Hero (Employee)
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  • Hero (Employee)
  • 54 replies
  • Answer
  • February 8, 2023

Hi Lucy, 

Can you try the following:

  1. open the service request in the event form
  2. select the “tools” button from the toolbar
  3. select process designer (this should load the attached process for your event)
  4. manually add in a “completed” stage to the process
  5. go back to the event form
  6. actions > state actions > completed

This is a way to manually add in and move on the process attached to an event. If you’re able to progress it to the completed stage then it should be possible to close off the request.


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  • Author
  • Sidekick (Customer)
  • 24 replies
  • February 8, 2023

@Robert Wood  I can follow it all the way up to taking a state action of complete. It does not appear under state actions. Only cancel appears there. 


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  • Author
  • Sidekick (Customer)
  • 24 replies
  • February 8, 2023

It appears if I go to Actions, Other I can find and run the Complete stage. 


Robert Wood
Hero (Employee)
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  • Hero (Employee)
  • 54 replies
  • February 8, 2023

So once you’ve moved it to the complete stage do you now have the option to close the request?


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  • Author
  • Sidekick (Customer)
  • 24 replies
  • February 8, 2023

once it hits the complete stage it automatically resolves


Robert Wood
Hero (Employee)
Forum|alt.badge.img+11
  • Hero (Employee)
  • 54 replies
  • February 8, 2023

May be worth looking at the process template for the process that the service request uses, you’ll want to make sure the template includes a completed stage to prevent further SRs having the same issue. 


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  • Author
  • Sidekick (Customer)
  • 24 replies
  • February 8, 2023

it’s ok that part was taken care of quite some time ago - these after effects have just needed mopping up


Robert Wood
Hero (Employee)
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  • Hero (Employee)
  • 54 replies
  • February 9, 2023

Glad it’s sorted :)


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  • Sidekick (Customer)
  • 11 replies
  • October 3, 2024

Hi, 

I followed the steps for actionning the state action to “COMPLETE”, but when I do that, it seems that there is a pending task that prevents me from progressing the process

 

I got the following error : “The current stage contains open mandatory tasks which must be resolved before the next stage can be progressed.”

However, ther was only one mandatory task, and it has been closed…

I don’t know how to resolve this at the moment

 

anyone have an idea ?

thanks


Forum|alt.badge.img+4
  • Do Gooder (Partner)
  • 13 replies
  • October 4, 2024

Sylvain, are you able to provide a screenshot of the process?


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