Hi Jase
First, you would be better having a qualification like
('OrigCTIModified?' != "Yes") AND (('Category' != 'DB.Category') OR ('Type'
!= 'DB.Type') OR ('Item' != 'DB.Item'))
This qualification checks for changes in the values - your version will
equate to true if there are no transaction values, i.e. you are not making a
change.
To get the original values, you need to do a set fields action from the
database values of the current record (using 'Request ID' = $Request ID$) to
set the original values to your new fields.
HTH
David Sanders
Remedy Solution Architect
Enterprise Service Suite @ Work
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ARS List Award Winner 2005
Best 3rd party Remedy Application
tel +44 1494 468980
mobile +44 7710 377761
email [EMAIL PROTECTED]
web http://www.westoverconsulting.co.uk
<http://www.westoverconsulting.co.uk/>
_____
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Jase Brandon
Sent: Tuesday, April 10, 2007 2:23 AM
To: [email protected]
Subject: Capture of Original CTI of Case/Task
Hello Listers,
I need to be able to capture the original CTI of a HelpDesk Case if it is
changed.
I thought this would be rather simple and wrote a filter using TR. Values
with the below qualification.
('OrigCTIModified?' != "Yes") AND ('TR.Category' != 'Category' OR 'TR.Type'
!= 'Type' OR 'TR.Item' != 'Item') OR ('TR.Type' != 'Type' OR 'TR.Item' !=
'Item') OR ('TR.Item' != 'Item')
***Above qual is so that if any of the three change, we can capture original
cti***
My Set Fields Action was, if the qualification is met, then set the
'OrigCTIModified' Field to "Yes", so filter wouldn't fire if the CTI was
changed again.
In the same set fields action, I had already created four character fields
and had them each set to 'Orig Category = $Category$, 'Orig Type' = $Type$
and 'Orig Type' = $TYPE$. Thought I was cruising right along, did some
testing and discovered that the results I was getting in the 'Orig' fieds
were the NEW CTI values, rather than the original values. I have been
wracking my brain and can't figure out how to overcome this timing issue.
Anyone have any thoughts?
Thanks in Advance, :)
Jase Brandon
Remedy Administration/Development
Customer Support Systems Group
Desk - (615) - 320-4494
Cell - (334) - 318-5426
[EMAIL PROTECTED]
DaVita Inc.
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