Hello,

I am looking for advice on generating & managing mandatory tasks within requests, as my previous method is not working too well since SDP v10. Perhaps there's a better way to handle this.

I use Request Templates to generate important tasks on some requests. These tasks must be closed before the technician can close the request. The templates are usually applied by a Business Rule, which is based on the request Category/Sub-category fields (also mandatory fields). When the request is given a certain category, the template is applied and the tasks generated.

Since the release of SDP 10 (specifically the feature SDF-52282: Request Closing Wizard), technicians can fill in mandatory fields as part of the closure wizard pop-up window. This is a great feature, but it has resulted in one problem:

When the Category/Subcategory fields are only populated at the point of request closure, the Business Rule to apply the request template (and generate the tasks) runs after the request has been closed.

The result is that we have a closed request with open mandatory tasks, and the technician gets no prompt to complete the tasks as part of that request.

I encourage them to classify tickets up front or apply templates manually and not wait until the point of closure, but for smaller requests it is understandable why the fields are populated at the end using the new wizard. It's very convenient.

We are currently running on version 10.0 Build 10018.

Thanks for any input.