Hi,
You should work in Best Practice Mode and try to use Custom objects as much as
possible instead of modifying with Overlay.
For example you might create a Custom Display-Only form that perfrorms most of
the logic, and the create a custom filter attached to the HPD:HelpDesk form
that calls the Custom form using a Service Action.
But if you need to store a foreign key or something, just go ahead and create
an overlay and add your extra field.
Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)
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> OK....In the hopes that any snickering has subsided from my last post....
>
> I've been asked to perform the administrative tasks to install Right
> Answers in our ITSM 7.6.04 installation. One of the first items in the
> instructions (*Remedy Web Services Integration to RightAnswers
> Portals...The Basics*) is to make changes to the HPD:Help Desk form in Base
> Development mode - *If Neccesary.*
>
> Now this seems a bit counter-intuitive to me. As I understand the whole
> concept of "Base Development" v. "Best Practice Customization", when making
> a change to the base form without the use of overlays, then there is a
> better then good chance that when I do an upgrade, I'm going to lose that
> change.
>
> Am I missing something? I should be doing this on an overlay. Correct?
>
> --
> Warren R. Baltimore II
> Remedy Developer
> 410-533-5367
>
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