Additional Activities are created when creating a Change Request or Incident Request in System Center Service Manager

Symptoms

Scenario 1:

A new Change Request (CR) is created in System Center Service Manager. When you open the new Change Request, you see that there are duplicate Activities on the activities tab and the second of each activity will not have the prefix applied, only a number. 

Scenario 2:

A new Incident Request (IR) is created from a template which has activities defined. When the new Incident Request is opened there are duplicate Activities on the activities tab and the second of each activity will not have the prefix applied, only a number.

Cause

When these requests are created, a template is selected to create the Request. When there are activities defined in the template, an instance of these activities are created at the time the request is created. Then the workflow runs, and because the option to apply a template is selected, another template is applied on top of the original template selected, which will then create the additional activities. 

Resolution

Both scenarios above are resolved in the same way. In the Service Manager console, Under Administration -> Workflows -> Configuration, highlight the Change Request/Incident Request event workflow Configuration and click Configure Workflow Rules in the task pane on the right. In the configure workflows screen, there will be any number of workflows which have been defined. Find and highlight the one that matches the criteria of the Change Request or Incident Request submitted in one of the scenarios above and click Edit. In the Configuration wizard for this workflow, there is a section called Apply Template which has a checkbox next to "Apply the Selected Template". Uncheck this box and click OK.
Properties

Article ID: 2703549 - Last Review: Jul 9, 2012 - Revision: 1

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