Sean, Thanks for your response however I don't think you follow what is occurring.
> "It is status dependent so when the "Status" changes you typically need a new > "Status Reason" for why it is in that state." I change the status from Pending to Assigned the Status Reason clears (as expected) THEN select one of the new Status Reasons that I created THEN click save. Upon SAVE The status reason is cleared (not as expected) out by a filter related to SLA Hold and OLA Hold. Also, the customer does not own Change Management just Incident and Problem. Also, they do already use Tasks with Incidents. Ken. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Garrison, Sean (Norcross) Sent: Wednesday, October 10, 2012 1:00 PM To: arslist@ARSLIST.ORG Subject: Re: Status Reasons for Assigned and In Progress Statuses The reason it clears it out is because of this: "It is status dependent so when the "Status" changes you typically need a new "Status Reason" for why it is in that state." You are wanting to use it in the opposite way: Which is to use "Status Reason" as the actual status of the ticket. "Analysis, Test, etc.". When out of the box it doesn't work that way. Alternate approaches: Use "Change Management" if your fix to an incident requires something other than a restart. Use "Tasks" with Incident management Sean -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken Sent: Tuesday, October 09, 2012 4:54 PM To: arslist@ARSLIST.ORG Subject: Re: Status Reasons for Assigned and In Progress Statuses Sean, Thank you for your response. However, that is exactly what I did... I have previously added Status Reasons to the Pending Status so I know you need to add the data and modify the hidden Status_Reason field on the form. As I had said, what is happening is that if the Status is either Assigned or In Progress, the ' z1D_Status_Reason' and 'Status_Reason' are getting set to null upon save (filter). Is there a good reason that these filters are doing this? Has anyone else used Status Reasons for the Assigned and/or In Progress statuses? Ken. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Garrison, Sean (Norcross) Sent: Tuesday, October 09, 2012 4:38 PM To: arslist@ARSLIST.ORG Subject: Re: Status Reasons for Assigned and In Progress Statuses Status Reason is determined from "SYS:StatusReason Menu Items" where 'Form Name' = "HPD:Help Desk". It is status dependent so when the "Status" changes you typically need a new "Status Reason" for why it is in that state. Keep in mind that the field on HPD:Help Desk is a display only field (z1D_Status_Reason)( 1000000881). There is workflow that sets the underlying "Status Reason" field. Not only do you have to add it to "SYS:StatusReason Menu Items" but you also have to add an entry to the hidden "Status Reason" (1000000150) field on Incidents. Hope that helps ... Sean -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken Sent: Tuesday, October 09, 2012 12:01 PM To: arslist@ARSLIST.ORG Subject: Status Reasons for Assigned and In Progress Statuses ITSM 7.6 On Incident, a customer would like to add several Status Reason menu choices associated with the Assigned and In Progress Statuses. They intend to use is as a sort of sub-status (for example: In Progress with a Status Reasons of Analysis, Test, Document Prep, etc) I have added the Status Reason menu choices and they show up properly. However, now I see that there are filters that are clearing the field upon save. I plan to disable or work around them. My question is does anybody know no a good reason why I shouldn't do this... why the Status Reason must be cleared out if the Status is either Assigned or In Progress? Has anybody else used the Status Reason with either of those two Statuses? Thanks, Ken. ****************************************************************************** This email and any files transmitted with it are confidential and intended solely for the addressee. If you have received this email in error please notify the system manager. Subject to local law, communications (including traffic data) with Hubbell may be monitored by our systems [or a third party's systems on our behalf] for the purposes of security and the assessment of internal compliance with Hubbell policies. This footnote also confirms that this email message has been swept for the presence of computer viruses. www.Hubbell.com - Hubbell Incorporated _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
