I looked more into this escalation to see what it is doing and what fields that it uses and why. I found a filter (HPD:INC:SetFromResolved_Kickback) that fires when a ticket is reopened that increases the count in the Kickback count field. Then on the first of the month this escalation fire and reset everything back to zero. My best guess is that this process is used for some out of the box report. I think I'm going to recommend to just disable the escalation. _____________________________________________________________________________________
John Atherly | APC by Schneider Electric | Information, Process &
Organization (IPO) | Remedy Administrator / Developer
Phone: +305-266-5005 ext. 237 |
Email: john.athe...@apcc.com | Site: www.apc.com/ | Address: 703
Waterford Way, Suit 850, Miami, FL 33126 USA
*** Please consider the environment before printing this e-mail
"Joe Martin D'Souza" <jdso...@shyle.net>
Sent by: "Action Request System discussion list(ARSList)"
<arslist@ARSLIST.ORG>
03/12/2012 10:36 PM
Please respond to
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Subject
Re: ResetKickbackCount" Escalation question .... out of the box escalation
seems to be updating every incident older than 31 days
**
I completely agree that bypassing the application layer is never a good
idea unless absolutely necessary.. the second option of a custom Last
Modified Date2 set by custom workflow is a better idea as the framework of
its implementation stays within the applications context.
Direct SQL’s if used, MUST be used CAREFULLY. The only reason I thought of
it in this case is that I’m almost 100% sure a Direct SQL when used within
workflow to update a record, does not alter the Last Modified Date or Last
Modified By field. It just updates what is asked to update and bypasses
the application layer altogether and does not update these system fields
even if the SQL was designed to update a AR record.
Out of curiosity (I didn’t have the time to find out the purpose of this
Escalation), what does it do?
Joe
From: Jose Huerta
Sent: Monday, March 12, 2012 7:31 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: ResetKickbackCount" Escalation question .... out of the box
escalation seems to be updating every incident older than 31 days
** I think that change a set action to a direct SQL to avoid normal ARS
behavior is a bad practice and you'll pay it at the future.
Jose M. Huerta
Project Manager
Movil: 661 665 088
Telf.: 971 75 03 24
Fax: 971 75 07 94
SM2 Baleares S.A.
C/Rita Levi
Edificio SM2 Parc Bit
07121 Palma de Mallorca
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On Mon, Mar 12, 2012 at 21:25, Joe Martin D'Souza <jdso...@shyle.net>
wrote:
Three may be a workaround provided HPD:INC:ResetKickbackCount does not
trigger any filters that sets other fields..
Instead of the set field operation use Direct SQL in the Escalation.
Direct SQL's will not touch the Last Modified Date to the best of my
knowledge. The side effect is that they will not trigger any workflow
either set for modify action of a filter.
You could try
UPDATE KickBack_Count from HPD:Help_Desk where Entry_ID = "$1$"
z1D Action is a display only field which is set to "RESETKICKBACK", so you
would need to check all the filters that run on Escalations that get
triggered on this value of z1D Action, and see if those actions can be
replicated by direct SQL's too..
That way you could potentially modify the record without touching the Last
Modified Date.
ALTERNATELY, created a Last Modified Date2 field that gets set on
Modifications only when the user is not AR_ESCALATOR.
Joe
-----Original Message----- From: John Atherly
Sent: Monday, March 12, 2012 3:13 PM Newsgroups:
public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: "HPD:INC:ResetKickbackCount" Escalation question .... out of
the box escalation seems to be updating every incident older than 31 days
I have a report the looks for all Incidents modified in the last 10 days
that runs and the escalation called HPD:INC:ResetKickbackCount is killing
my report since it modifies all incidents. Does anyone know any thing
about kick back.
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