Not sure if anyone ever answered this question for you, but my OOTB 7.6 has only one Status Reason for Cancelled and that is Duplicate Investigation. If these follow the same path as Incident Management then the process to change these is very convoluted and overly complicated.
Shane Buchholz Systems Analyst - Remedy From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Thad K Esser Sent: Tuesday, February 16, 2010 4:17 PM To: arslist@ARSLIST.ORG Subject: Re: Problem Investigation Cancelled Status Reasons ** Almost. (This applies to 7.0.3, haven't seen 7.6 yet) There's a hidden enumerated field "Invesitgation Status Reason" (I just noticed the spelling - nice) that gets set with whatever the user chooses from the z1D_Status_Reason field (which is the one that they see and is display only). Workflow keeps them in sync. The display only field uses a search menu, so that is just configuration. But the hidden field is an enumerated field with fixed values for any possible status reason (not just cancelled). [cid:image001.gif@01CAAFD5.580FB640] I can add values to that field, but it also shows up on a couple of other forms, and I'd have track down any related workflow. Plus I don't want to use an ID that will be overwritten in future versions. All in all, its not a super-duper hard customization, but I'd rather avoid customizing at all. Being able to point to options in the next version would help me make my case. Thanks, Thad Esser Remedy Developer From: Rick Cook <remedyr...@gmail.com> To: arslist@ARSLIST.ORG Date: 02/16/2010 04:05 PM Subject: Re: Problem Investigation Cancelled Status Reasons Sent by: "Action Request System discussion list(ARSList)" <arslist@ARSLIST.ORG> ________________________________ ** Well, since those are stored as form data, technically, they wouldn't be customizations, just configuration changes, right? Rick On Tue, Feb 16, 2010 at 4:02 PM, Thad K Esser <tkes...@regence.com<mailto:tkes...@regence.com>> wrote: ** Hello, Can anyone tell me what status reasons are available for a Cancelled problem investigation in ITSM 7.6? I didn't see a list in the docs anywhere and I don't have 7.6 installed anywhere. We are on ITSM 7.0.3 patch 9, and the only status reason for cancelled is "Duplicate Investigation". One of my customers is asking for more status reasons for Cancelled and I'm hoping to put off that customization until we can get to 7.6. Thanks, Thad Esser Remedy Developer *IMPORTANT NOTICE: This communication, including any attachment, contains information that may be confidential or privileged, and is intended solely for the entity or individual to whom it is addressed. If you are not the intended recipient, you should delete this message and are hereby notified that any disclosure, copying, or distribution of this message is strictly prohibited. Nothing in this email, including any attachment, is intended to be a legally binding signature. * _Platinum Sponsor: rmisoluti...@verizon.net<mailto:rmisoluti...@verizon.net> ARSlist: "Where the Answers Are"_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ *IMPORTANT NOTICE: This communication, including any attachment, contains information that may be confidential or privileged, and is intended solely for the entity or individual to whom it is addressed. If you are not the intended recipient, you should delete this message and are hereby notified that any disclosure, copying, or distribution of this message is strictly prohibited. Nothing in this email, including any attachment, is intended to be a legally binding signature. * _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ ________________________________ Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
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