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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.
MORE INFORMATION
duplicate activity, SCSM, System Center Service Manager 2010 2012,
Note This is a "FAST PUBLISH" article created directly from within the Microsoft support organization. The information contained herein is provided as-is in response to emerging issues. As a result of the speed in making it available, the materials may include typographical errors and may be revised at any time without notice. See Terms of Use for other considerations.
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Article ID: 2703549 - Last Review: 07/09/2012 22:00:00 - Revision: 2.0

Microsoft System Center 2012 Service Manager, Microsoft System Center Service Manager 2010

  • kbtshoot KB2703549
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