How to change the survey timeout of ServiceDesk 7.1 from the new 14 day default to a lessor value
Last Updated January 19, 2012
The developers decided to change how ServiceDesk handled the survey timeout in ServiceDesk 7.1 the DaysToKeepOpenSurvey option now means how long to let the end user return a survey after the incident is closed and the timeout was moved into the project and changed to 14 days by default.
In order to change the timeout so that resolved cases will close in 2 days (or your choice of time) make the following change to the SD.IncidentManagement Workflow.
Start Workflow Designer.
Open the SD.IncidentManagement project.
In the project tree on the left side click "Find Components".
In the search box type in: customer confirm
It should find a couple of items. Expand Customer Confirm Resolution Model (1) and double click Have Customer Confirm Resolution.
It should take you to that element in the project on the right side, you should see the Have Customer Confirm Resolution element highlighted on the right side.
Double click the Have Customer Confirm Resolution element in the project diagram. (Have Customer Confirm Resolution Editor window appears).
Click the Event Configuration tab.
Scroll down to the field Timeout Span.
Click the ellipses next to the Timeout Span field.
Click the ellipses next to the Time Span field in the new window.
Use the scroll button or down arrow to change the value to 2. (you can also set Hours, Minutes or even seconds if you like)
Click Done, click OK, click OK again.
From the main designer click File >Deploy Project >Publish Project.
Check the box next to (Local) then click Next.
At the Publish Project Properties screen click Next.
At the Publish Project Summary screen click Next. (Publishing the Workflow will take some time)
Close any open Workflow Designer or Process Manager windows.
Open a command prompt and run IISreset and restart the Symantec Workflow server service or just reboot the SD server.
Imported Document ID: HOWTO65771
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