I had the same problem but I did not want non Netcool generated ticket to get set to Resolved right away. So what I did in my case the netcool ones I wanted to be set to Resolved right away get created with a certain USER and Requester Name so I could check for that in a filter. This was at execution order 95 on a submit I check for that group and then set all the fields for Resolving a ticket. I do have a very customized system but I think this should work. Teresa
________________________________ From: Action Request System discussion list(ARSList) on behalf of James Pifer Sent: Fri 4/28/2006 11:42 AM To: [email protected] Subject: Suggestions/help creating an escalation or filter for Netcool events We use Netcool version 3.6 for creating remedy tickets for certain events. Netcool successfully sends the information, Remedy creates the ticket, and successfully sends update information back to Netcool. Here's the problem I have. I'm now being asked to create some tickets on certain events, but the tickets need to be marked Resolved right away. They want to do this to satisfy some auditing criteria where these events are tracked and stored. I am able to create the ticket filling in the normal info, as well as now filling in Work Log, Solution Description, and Solution Summary. I'm also sending Status = Resolved, but I believe this is getting hammered by workflow. The tickets still get created as Assigned. The only way I could think of working around this would be to create a filter or escalation to to mark these events as Resolved after the ticket is created. Certain parts of the CTI could be used as a key, and/or the login used by Netcool, and/or I could also populate Solution Summary with something like "Closed Netcool event, mark Resolved". I'm somewhat familiar with creating filters, not at all with escalations. Anyone have any suggestions on ways of handling this? Thanks, James _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
