Terry, The issues below have been fixed and addressed.
Defect Summary - Task is opened in background when the selected Task is Double clicked on (Issue is found the Task or Child or Task Group tables.) SW00357475 fixes this issue. This Incident/Task integration code was fixed in 7.6.03. This code is in our code line moving forward. You can call support and request this hotfix (2 Active Links). The other reported issue is As Design: Tasks are created in a "Staged" status. When an Incident is moved to "In Progress" the Task is Activated. Shane's ARSList response is correct "This is part of the design to enforce the proper workflow so that tasks are not started before the system recognizes that work has begun on the Incident." I hope this helps. Take Care Dale Jones BMC Software, INC. Product Developer Raleigh, NC ________________________________ From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on behalf of Terry Bootsma [tboot...@objectpath.com] Sent: Thursday, September 23, 2010 1:52 PM To: arslist@ARSLIST.ORG Subject: Re: Has anyone got Tasks working in ITSM 7.6 Patch 001 - Service Desk Module ** Thanks for your update Shane... Terry On Sep 23, 2010, Shane Buchholz <sha...@samhealth.org> wrote: We experienced both of these issues when we implemented as well. a) I don’t know if a bug has been reported on this particular issue, but the behavior is different depending on how you access the task. a. If you double click on the task it opens behind the dialogue window. b. If you select the task and click on View it will open correctly b) All tasks start off in the Staged status if the incident has not been put into at least the In Progress status. Once the incident is changed to In Progress or Pending then the task will move out of staged and into Pending or Assigned. I believe this is part of the design to enforce the proper workflow so that tasks are not started before the system recognizes that work has begun on the Incident. I hope that helps a little. Thanks, Shane Buchholz Systems Analyst II - Remedy Information Services Operations Samaritan Health Services From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Terry Bootsma Sent: Thursday, September 23, 2010 7:49 AM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Has anyone got Tasks working in ITSM 7.6 Patch 001 - Service Desk Module ** Hi everyone: Send<http://driver?nimlet=showcanvas> I am wondering if anyone else is having difficulty with the OOB Task implementation within Service Desk ITSM 7.6 Patch 001 (Windows). We are upgrading from 7.1 to 7.6 and one of the features that we use is the Task features associated with Incident Management. However, the 7.6 OOB implementation of tasks when it comes to Incidents is very buggy. Things like: (a) Modal dialog boxes bringing up task details "in behind" the modal dialog box, making it impossible to update the task without closing the dialog box. (b) All tasks (ad-hoc, task template, and task group template) coming up in the "Staged" status and not allowing you to move it out of this status. I'd be interested in hearing if anyone else is having this issue, and if so, what you did to get around this... Thanks.. Terry _attend WWRUG10 www.wwrug.com<http://www.wwrug.com> 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. _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
