Richard, I found the KB article but no def file. Where is it located?
Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Mobile:646.483.2779 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of copits.rich...@bwc.state.oh.us Sent: Monday, December 14, 2009 7:39 AM To: arslist@ARSLIST.ORG Subject: Re: Task error - suggestions? Finally got a solution! This problem is logged as defect SW00336037. They say that this will be fixed in 7.5.01 patch 002. There is a hotfix def file that you can get that fixes it in the meantime that will allow the ad-hoc tasks to be activated when the status of the incident is created as “In Progress”. You can also get around it right now by a bit of a different roundabout technique. If the task is created while the parent incident is “In Progress” you have to take the incident back to a previous status (such as assigned….) , save it, and then take it again to “In Progress” and save it. That way you’ll be able to modify the tasks status. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ramey, Anne Sent: Friday, December 04, 2009 12:09 PM To: arslist@ARSLIST.ORG Subject: Re: Task error - suggestions? I currently have a ticket open for this as well. I can't re-produce it at will so I can't get logs. This was their suggested solution: Solution There is a hidden field associated with the TMS:Task form, State (10003019). This field must be set to Active for the task to allow a status change. For some reason, the OOB workflow has been found to intermittently fail in setting this. The exact cause is still under evaluation. The defect related to this is SW00316007. In-house testing of a simple active link which pushes the value of Active to this field for the task in question has succeeded in triggering the other OOB workflow to advance the status of the task. For example: One way to accomplish this would be to create a new form with a character field and a button. The character field is populated with the ID of the task that needs to be moved from Staged, expl – TAS000013. Pressing the button will trigger an active link to search the TMS:Task form for the matching task record (a Push If action). When found, it will push to the field, State, a value of http://rkm.bmc.com/rkm/viewdoc.jsp?remedy=1&do...ype=Published&terms=searchTerms&user=Self Help (1 of 2) [11/30/2009 11:04:20 AM] Document Viewer Active. This action should trigger the other out of box workflow to then change the Status of the task to either Pending or Assigned. NOTE: Be sure to have proper backups when trying custom workflow in case it is found necessary to restore to original state. Anne Ramey From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Chowdhury, Tauf Sent: Friday, December 04, 2009 9:52 AM To: arslist@ARSLIST.ORG Subject: Re: Task error - suggestions? Richard, What is your Issue #? I had a ticket open for this but they closed it out because at the time, I didn’t know how to reproduce. I will re-open but possibly they can relate the issues together. Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Mobile:646.483.2779 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of copits.rich...@bwc.state.oh.us Sent: Friday, December 04, 2009 9:44 AM To: arslist@ARSLIST.ORG Subject: Re: Task error - suggestions? OK. Thanks. The task that won’t change is the first (and only) ad-hoc task. I have a ticket open with BMC so we’ll see what they suggest…. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Sabyson Fernandes Sent: Friday, December 04, 2009 9:34 AM To: arslist@ARSLIST.ORG Subject: Re: Task error - suggestions? ** Hi Richard, The tasks need to be activated by the parent object i.e. incident/change or any predecessor task/task groups in a sequential flow. For incident setting the status of "In Progress" will activate the first task or task group associated to the incident. There is a known issue when sometimes the task flow is broken and the tasks do not get activated. This mainly happens when you have a cancelled task somewhere in the middle of a sequence. The way to manually activate the task is to set the 'State' field on the task to active. You can do this by workflow to push this value into the relevant task from a display only form that you can create. BMC support advised that we install ITSM patch 9 to resolve the issue when a task does not get activated. We did install patch 9, but there were 2 major issues that got introduced as a result of installing the patch. We got a hot fix for one of them and the other issue is still open. Regards, Saby ________________________________ From: "copits.rich...@bwc.state.oh.us" <copits.rich...@bwc.state.oh.us> To: arslist@ARSLIST.ORG Sent: Fri, December 4, 2009 8:22:59 AM Subject: Task error - suggestions? ** I’m starting to work with the Task Management system under Incident Mgt. I’ve created an incident and an ad-hoc task under it. However, when I go into the task to change the status I keep getting an error - (ARERR 45093) – that says I have to activate the task in the incident. I can’t seem to find any place in the “best practices” incident menu where I can do this. Any suggestions? There was no info in bing/google or anything really helpful in the KB on how to fix this.. Thanks. AR 7.5 patch 2 Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. 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