Customer has an App Broker with ServiceNow integration and they are getting a lot of "Software Install has Failed" messages which leads to App Broker marking the item as "Closed Incomplete". Customer would like to see all "Closed Incomplete" items without going through all of them individually. Is there a report they can run to see all of these and save time?
Aug 08, 2019 09:47 AM - last edited on Aug 09, 2019 06:41 AM by jdempsey
Take a look at the SLA Dashboard in the App Broker admin UI.
Documentation reference here: https://helpnet.flexerasoftware.com/appportal2019r1/default.htm#helplibrary/SLA_Dashboard.htm
Set the start and end dates as desired and click Apply. Then click on the Failed Deployments "card". This will produce a report showing all of the failed deployments during the designated time frame, and you should be able to export that to Excel/PDF.
I guess I should amend this slightly. There might be other reasons requests in ServiceNow could get marked as Closed Incomplete without ever being sent to App Broker, but I'm not sure. For example, if the workflow validation steps fail or if the request is rejected by an approver, that may also end up as Closed Incomplete within ServiceNow (although maybe they get a different status). In any case, the report in App Broker will only show requests that actually got submitted to App Broker from ServiceNow (i.e. workflow passed all prior steps and reached the Submit Order step), so if you need a full list of Closed Incomplete requests, you would need to run that report in ServiceNow.
Aug 08, 2019 10:09 AM - edited Aug 08, 2019 10:14 AM
Take a look at the SLA Dashboard in the App Broker admin UI.
Documentation reference here: https://helpnet.flexerasoftware.com/appportal2019r1/default.htm#helplibrary/SLA_Dashboard.htm
Set the start and end dates as desired and click Apply. Then click on the Failed Deployments "card". This will produce a report showing all of the failed deployments during the designated time frame, and you should be able to export that to Excel/PDF.
I guess I should amend this slightly. There might be other reasons requests in ServiceNow could get marked as Closed Incomplete without ever being sent to App Broker, but I'm not sure. For example, if the workflow validation steps fail or if the request is rejected by an approver, that may also end up as Closed Incomplete within ServiceNow (although maybe they get a different status). In any case, the report in App Broker will only show requests that actually got submitted to App Broker from ServiceNow (i.e. workflow passed all prior steps and reached the Submit Order step), so if you need a full list of Closed Incomplete requests, you would need to run that report in ServiceNow.
Aug 08, 2019 10:09 AM - edited Aug 08, 2019 10:14 AM
Thank you Jim!
Aug 08, 2019 11:20 AM
The customer and I have a follow up question on this - is there a way to get a notification sent for Closed Incomplete items when they happen? As of right now there is no notification which really slows down the process of addressing them.
Aug 15, 2019 02:53 PM
Aug 16, 2019 08:23 AM
Thanks Charles. One more question - Is there a way to change the behavior in Apportal not to close the RITM Incomplete?
Aug 16, 2019 10:08 AM
@a_cutler2 wrote:
Thanks Charles. One more question - Is there a way to change the behavior in Apportal not to close the RITM Incomplete?
I'm assuming you could remove the settings in the ServiceNow settings for App Broker that update the RITM status (which would then likely show errors in your logs). But what problem would this solve? If the RITM remains open indefinitely, how would you know there's a problem and be able to react to it?
Aug 16, 2019 01:10 PM
Charlie's response assumes App Broker is sending emails vs. ServiceNow sending emails and that you only care about failed installs. As I mentioned in my other post, there are things that could cause the request in ServiceNow to be marked as Closed Incomplete without ever getting to App Broker. If you're looking for notifications for all Closed Incomplete requests within ServiceNow, you'd need to set that up in the Request workflow within ServiceNow.
Aug 16, 2019 10:49 AM