Hi sorry for the delay.
My recommendation is to change the filter adding the status where you added the
status reasons to the list of exceptions. I mean, add:
AND ('Status' != "Assigned")
To the qualification.
If you don't want to edit the OOTB filter, then you can add two filters using a
jumping technique. Locate a z1d_char field the is free at this execution order.
You can select the field a look the relationships to see which filters use
them. check the z1d char20, for instance
And the add a filter just before this, if status is assigned and status reason
is not null then copy the status reason to the z chart else set the Z char to
null
And just after the ootb filter another filter
If z char is not null then copy the z char to both the status reason and z
status reason.
Jose Huerta
theremedyforit.com
El 10/10/2012, a las 20:02, "Cecil, Ken" <kce...@hubbell.com> escribió:
> **
> Thank you for your response Swanand.
>
> It is not custom workflow that is resetting the status reason to null. It is
> an OOB filter related to release SLA and OLA hold.
>
> The filter is HPD:INC:ClearStatusReason_210
>
> Qualifications:
> ('Status' != "Pending") AND ('Status' != "Resolved") AND ('Status' !=
> "Closed") AND ('Status' != "Cancelled") AND ('Status_Reason' != $NULL$)
>
> Actions:
> ‘OLA Hold’ = “NO”
> ‘z1D_Status_Reason’ = $NULL$
> ‘SLA Hold’ = “NO”
> ‘Status_Reason’ = $NULL$
>
> So you see it is only when Assigned or in Progress. I am wondering if I just
> have it set SLA and OLA Hold to No if that will be safe. I don’t want to
> screw up the SLA’s. I’ll have to do some more testing. Anyone else run across
> this?
>
>
> Ken.
>
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of swanand deshpande
> Sent: Tuesday, October 09, 2012 5:37 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Status Reasons for Assigned and In Progress Statuses
>
> ** Ken,
>
> We too are doing similar type of functionality but we did not face the issue
> you are facing. Hope there aren't any custom workflows you had developed
> earlier causing it set to null. I would suggest you to take filter and active
> link log and then check.
>
> Hope you have flushed the midtier cache after performing the change.
>
> Thanks,
> Swanand
>
> On Tue, Oct 9, 2012 at 3:53 PM, Cecil, Ken <kce...@hubbell.com> wrote:
> 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.
>
>
>
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