Closing a ticket with unfinished tasks
When closing a project, I'm notified when there are unfinished tasks/issues/risks and I have the option of closing them. Any thought about offering that feature when closing tickets that have unfinished ticket tasks? We have people closing tickets with unfinished tasks and those tasks remain visible because people are writing their own reports and putting them on their own desktops and are not looking at the ticket status when reporting on ticket tasks. It seems the long way around to always bring tickets into the report when reporting on ticket tasks when having the option to close unfinished tasks when closing the ticket seems more straight forward, especially when doing so matches the way project closings work.
Answers (12)
Hello Greg,
I don't currently see this idea in an upcoming version, however I can see how it would be very helpful to have the feature. Would you mind writing that up as an enhancement so Product Management can be made aware of the desire for this functionality?
Sincerely,
Mark Sayers
TD Support
FYI to all, Greg's ticket actually was grouped under a different existing ticket for the same/similar request, so I grabbed your tickets and added them under *that* ticket as well.
Thanks again for noting your tickets and their similarities to this one!
Hello Vanessa,
You are correct, yes. Tasks which you've added to your My Work page will disappear if the ticket is closed and those items have not been resolved.
If you're interested in adding your "voice" to this enhancement idea I'd suggest you submit an enhancement from our portal Home page via the "Submit a Product Idea" button.
Sincerely,
Mark Sayers
TD Support
We really need this enhancement to ensure that tasks do not get left behind when tickets are closed. Some staff do not complete tasks by clicking on the emails that they receive, they look in their My Work and if a ticket is closed, the tasks disappear from the My Work area, correct??
Vanessa
Sure, and thanks for letting him and us know about the existing request. Absolutely go ahead and put either a comment on your request or edit it with the cross reference and notify the group which is set as the reviewer of the ticket so they can be sure to associate them together!
Okay, I can add a cross-reference to Greg's request in my existing request. I suppose my main point was to let Greg & TD know there was a request out there coming at the problem with a different approach, and that I don't see the 2 requests as mutually exclusive.
Hi David,
Greg's idea has some great potential, yes. If that is a functionality you'd like to lend your "voice" to I highly recommend submitting an enhancement from our Client Portal's home page so Product Management can group your idea ticket with Greg's. You can even reference the ticket ID that Greg noted so it can more quickly be grouped.
As an FYI enhancement ideas are always appreciated, however the Questions forum does not specifically get monitored for those type of requests. When in doubt it's always best to use the "Submit a Product Idea" service on our home page at solutions.teamdynamix.com to ensure your idea gets logged with us!
Sincerely,
Mark Sayers
TD Support
Greg's requested functionality sounds very useful.
In case of interest - we have an enhancment request, 4434477, in that asks a setting be provided that blocks closing tickets (specifically tickets is what I was thinking of at the time) that have an open workflow. I like the ability to do what Greg requests, and I also think it would be good to have the ability to force people to finish their workflow before closing a ticket & not leave tasks or approvals incomplete. These are different approaches that could fit according to the situation and/or a user's Security Role permission.
Done. Ticket Request ID: 5302581. Thanks Mark!
Has you enhancement request been completed? I am trying to prevent the same issue with incomplete tasks on closed tickets. - Scott Cory Wed 4/17/19 1:12 PM