Request - Adding New Status Reasons - (Was - Add status reason to In Progress status)
Is there anyone who has done this that is willing to create a simple step by step document. Nothing from BMC is clear and based on the variety of email in this thread, it would be nice to see how to really do it properly so that it works. This is one of the most absurd and complicated mistakes BMC made when upgrading code! I'll buy you a drink at the next WWRUG! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Request - Adding New Status Reasons - (Was - Add status reason to In Progress status)
Finally got mine working. I had mistakenly disabled an AL in my fumbling around.
1. Modify 'selection code*' field on sys:status reason menu items form so it's
read/write instead of read-only
2. Modify filter HPD:INC:ClearStatusReason_210 to add: AND ('Status' != In
Progress) or whatever status you're going to use that isn't already defined to
the run if qualification.
3. Add menu items to the status_reason_hidden field on HPD:Help Desk with a
unique ID, keep track of menu item and ID.
4. Add entries in the sys:status reason menu for the menu items you want. Form
Name HPD:Help Desk, Character field value is status you want the reason for,
stat reason menu item (I believe this is used to order the menu, selection code
must match ID in step 3. I used CTRL-t to copy an existing record that I then
modified.
5. Flush cache.
5. Profit!
I think that's about it. Hope I didn't miss anything. You're right that it's
pretty convoluted. Seems an odd mix of configuration and hard coding for a
simple menu item.
$.02
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Tuesday, January 08, 2013 2:56 PM
To: arslist@ARSLIST.ORG
Subject: Request - Adding New Status Reasons - (Was - Add status reason to In
Progress status)
Is there anyone who has done this that is willing to create a simple step by
step document.
Nothing from BMC is clear and based on the variety of email in this thread, it
would be nice to see how to really do it properly so that it works. This is
one of the most absurd and complicated mistakes BMC made when upgrading code!
I'll buy you a drink at the next WWRUG!
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years
Add status reason to In Progress status
Hello all, I've added the reasons to this status in the status_reason_hidden field and entries to the sys:status reason menu items form. The reasons appear on the HPD:Help Desk screen but when I save an entry, the reason field is blanked out. I looked to see if I could find an active link that's wiping out the value and I first thought it was HPD:INC:Status_100_ClearReason but even after disabling that object, the entry is still wiped out. I'm not sure where to look now. Any thoughts? Thanks again, Ron ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Add status reason to In Progress status
Ron, The old Active Link values may still be in the Cache. Flush your cache (Mid Tier) and Local Browser cache. Active Links get stored in Mid Tier Cache and local Browser Cache. Take Care Dale Jones DCS Raleigh, NC 919-523-6034 From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Peters, Ron [rpet...@columbia.com] Sent: Thursday, January 03, 2013 11:46 AM To: arslist@ARSLIST.ORG Subject: Add status reason to In Progress status ** Hello all, I’ve added the reasons to this status in the status_reason_hidden field and entries to the sys:status reason menu items form. The reasons appear on the HPD:Help Desk screen but when I save an entry, the reason field is blanked out. I looked to see if I could find an active link that’s wiping out the value and I first thought it was HPD:INC:Status_100_ClearReason but even after disabling that object, the entry is still wiped out. I’m not sure where to look now. Any thoughts? Thanks again, Ron _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Add status reason to In Progress status
Yeah, I thought about that but I was doing all my testing in the user tool so I wouldn't expect the cache to be involved. Also FYI, I forgot to mention versions if it matters. AR 7.5 ITSM 7.6. Thanks From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Dale Jones Sent: Thursday, January 03, 2013 9:02 AM To: arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** Ron, The old Active Link values may still be in the Cache. Flush your cache (Mid Tier) and Local Browser cache. Active Links get stored in Mid Tier Cache and local Browser Cache. Take Care Dale Jones DCS Raleigh, NC 919-523-6034 From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Peters, Ron [rpet...@columbia.com] Sent: Thursday, January 03, 2013 11:46 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Add status reason to In Progress status ** Hello all, I've added the reasons to this status in the status_reason_hidden field and entries to the sys:status reason menu items form. The reasons appear on the HPD:Help Desk screen but when I save an entry, the reason field is blanked out. I looked to see if I could find an active link that's wiping out the value and I first thought it was HPD:INC:Status_100_ClearReason but even after disabling that object, the entry is still wiped out. I'm not sure where to look now. Any thoughts? Thanks again, Ron _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Add status reason to In Progress status
I haven't done a status reason for Incident but I have for Change. Did you update the SYS:Status Reason Menu Items form? You will have to add a record there. If you want it to show in the flow bar you will have to add records to the VIS:ProcessFlowStructureSetup form. Don't forget the Interface form too. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron Sent: Thursday, January 03, 2013 8:46 AM To: arslist@ARSLIST.ORG Subject: Add status reason to In Progress status ** Hello all, I've added the reasons to this status in the status_reason_hidden field and entries to the sys:status reason menu items form. The reasons appear on the HPD:Help Desk screen but when I save an entry, the reason field is blanked out. I looked to see if I could find an active link that's wiping out the value and I first thought it was HPD:INC:Status_100_ClearReason but even after disabling that object, the entry is still wiped out. I'm not sure where to look now. Any thoughts? Thanks again, Ron _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Add status reason to In Progress status
Ron - was looking for something else but found this on BMC's site https://kb.bmc.com/infocenter/index?page=contentid=KA298073actp=search viewlocale=en_USsearchid=1357237212596 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Thursday, January 03, 2013 9:48 AM To: arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** I haven't done a status reason for Incident but I have for Change. Did you update the SYS:Status Reason Menu Items form? You will have to add a record there. If you want it to show in the flow bar you will have to add records to the VIS:ProcessFlowStructureSetup form. Don't forget the Interface form too. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron Sent: Thursday, January 03, 2013 8:46 AM To: arslist@ARSLIST.ORG Subject: Add status reason to In Progress status ** Hello all, I've added the reasons to this status in the status_reason_hidden field and entries to the sys:status reason menu items form. The reasons appear on the HPD:Help Desk screen but when I save an entry, the reason field is blanked out. I looked to see if I could find an active link that's wiping out the value and I first thought it was HPD:INC:Status_100_ClearReason but even after disabling that object, the entry is still wiped out. I'm not sure where to look now. Any thoughts? Thanks again, Ron _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Add status reason to In Progress status
Thanks. I've done the first two items as mentioned in the OP. It's funny the KB article didn't mention anything about the selection code matching the menu ID and that the selection code field on sys:status reason menu items cannot be modified even when creating a new record. I'm not sure I understand what a status reason has to do with an entry in the process flow bar. I just to choose a status reason for incidents in the 'In Progress' status. Seems a simple enough concept. In any case, I found the AL that was clearing the field (HPD:SHR:OnDisplay_100_SetTempStatusReason) though that's not the only issue. I disabled that AL and now I can select the reason, press 'save' and the field remains. If I re-open the record, the field is once again empty. Not sure where to look now. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Thursday, January 03, 2013 10:23 AM To: arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** Ron - was looking for something else but found this on BMC's site https://kb.bmc.com/infocenter/index?page=contentid=KA298073actp=searchviewlocale=en_USsearchid=1357237212596 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Thursday, January 03, 2013 9:48 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** I haven't done a status reason for Incident but I have for Change. Did you update the SYS:Status Reason Menu Items form? You will have to add a record there. If you want it to show in the flow bar you will have to add records to the VIS:ProcessFlowStructureSetup form. Don't forget the Interface form too. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron Sent: Thursday, January 03, 2013 8:46 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Add status reason to In Progress status ** Hello all, I've added the reasons to this status in the status_reason_hidden field and entries to the sys:status reason menu items form. The reasons appear on the HPD:Help Desk screen but when I save an entry, the reason field is blanked out. I looked to see if I could find an active link that's wiping out the value and I first thought it was HPD:INC:Status_100_ClearReason but even after disabling that object, the entry is still wiped out. I'm not sure where to look now. Any thoughts? Thanks again, Ron _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Add status reason to In Progress status
I guess it is only the Pending status reason you can pick from the process flow bar. You need the AL to set the field when you load the screen. Did you add the menu option to the z1D_Status_Reason field? From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron Sent: Thursday, January 03, 2013 11:04 AM To: arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** Thanks. I've done the first two items as mentioned in the OP. It's funny the KB article didn't mention anything about the selection code matching the menu ID and that the selection code field on sys:status reason menu items cannot be modified even when creating a new record. I'm not sure I understand what a status reason has to do with an entry in the process flow bar. I just to choose a status reason for incidents in the 'In Progress' status. Seems a simple enough concept. In any case, I found the AL that was clearing the field (HPD:SHR:OnDisplay_100_SetTempStatusReason) though that's not the only issue. I disabled that AL and now I can select the reason, press 'save' and the field remains. If I re-open the record, the field is once again empty. Not sure where to look now. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Thursday, January 03, 2013 10:23 AM To: arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** Ron - was looking for something else but found this on BMC's site https://kb.bmc.com/infocenter/index?page=contentid=KA298073actp=search viewlocale=en_USsearchid=1357237212596 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Thursday, January 03, 2013 9:48 AM To: arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** I haven't done a status reason for Incident but I have for Change. Did you update the SYS:Status Reason Menu Items form? You will have to add a record there. If you want it to show in the flow bar you will have to add records to the VIS:ProcessFlowStructureSetup form. Don't forget the Interface form too. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron Sent: Thursday, January 03, 2013 8:46 AM To: arslist@ARSLIST.ORG Subject: Add status reason to In Progress status ** Hello all, I've added the reasons to this status in the status_reason_hidden field and entries to the sys:status reason menu items form. The reasons appear on the HPD:Help Desk screen but when I save an entry, the reason field is blanked out. I looked to see if I could find an active link that's wiping out the value and I first thought it was HPD:INC:Status_100_ClearReason but even after disabling that object, the entry is still wiped out. I'm not sure where to look now. Any thoughts? Thanks again, Ron _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Add status reason to In Progress status
I see the pending option on the flow bar, I didn't know it was there before. Typically I've just manually set the status to pending and chosen a reason. I'd like to do the same for in progress. I went through all the AL's for 'Window Loaded' on HPD:Help Desk and only found one that sets the z1D_CurrentDatabaseStatus field to $Status$ which isn't the status reason field. It's likely I'm missing something. I believe the z1D_status_reason field gets its menu options from a menu object that pulls up from the status reason menu items. Not sure what I would do different there. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Thursday, January 03, 2013 11:18 AM To: arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** I guess it is only the Pending status reason you can pick from the process flow bar. You need the AL to set the field when you load the screen. Did you add the menu option to the z1D_Status_Reason field? From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron Sent: Thursday, January 03, 2013 11:04 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** Thanks. I've done the first two items as mentioned in the OP. It's funny the KB article didn't mention anything about the selection code matching the menu ID and that the selection code field on sys:status reason menu items cannot be modified even when creating a new record. I'm not sure I understand what a status reason has to do with an entry in the process flow bar. I just to choose a status reason for incidents in the 'In Progress' status. Seems a simple enough concept. In any case, I found the AL that was clearing the field (HPD:SHR:OnDisplay_100_SetTempStatusReason) though that's not the only issue. I disabled that AL and now I can select the reason, press 'save' and the field remains. If I re-open the record, the field is once again empty. Not sure where to look now. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Thursday, January 03, 2013 10:23 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** Ron - was looking for something else but found this on BMC's site https://kb.bmc.com/infocenter/index?page=contentid=KA298073actp=searchviewlocale=en_USsearchid=1357237212596 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Thursday, January 03, 2013 9:48 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** I haven't done a status reason for Incident but I have for Change. Did you update the SYS:Status Reason Menu Items form? You will have to add a record there. If you want it to show in the flow bar you will have to add records to the VIS:ProcessFlowStructureSetup form. Don't forget the Interface form too. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron Sent: Thursday, January 03, 2013 8:46 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Add status reason to In Progress status ** Hello all, I've added the reasons to this status in the status_reason_hidden field and entries to the sys:status reason menu items form. The reasons appear on the HPD:Help Desk screen but when I save an entry, the reason field is blanked out. I looked to see if I could find an active link that's wiping out the value and I first thought it was HPD:INC:Status_100_ClearReason but even after disabling that object, the entry is still wiped out. I'm not sure where to look now. Any thoughts? Thanks again, Ron _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Add status reason to In Progress status
Ron, I did this recently with In Progress and Assigned Status Reasons. You are on the right track and almost there as long as you don't care about the process flow bar stuff... The selection code on the record does need to match the Menu ID. ...that the selection code field on sys:status reason menu items cannot be modified even when creating a new record... This is a known bug. You need to do is edit the SYS:Status Reason Menu Items form and make that field editable. Then for any records you create make that match the menu id on the hidden status reason field. Ken. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron Sent: Thursday, January 03, 2013 3:45 PM To: arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** I see the pending option on the flow bar, I didn't know it was there before. Typically I've just manually set the status to pending and chosen a reason. I'd like to do the same for in progress. I went through all the AL's for 'Window Loaded' on HPD:Help Desk and only found one that sets the z1D_CurrentDatabaseStatus field to $Status$ which isn't the status reason field. It's likely I'm missing something. I believe the z1D_status_reason field gets its menu options from a menu object that pulls up from the status reason menu items. Not sure what I would do different there. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Thursday, January 03, 2013 11:18 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** I guess it is only the Pending status reason you can pick from the process flow bar. You need the AL to set the field when you load the screen. Did you add the menu option to the z1D_Status_Reason field? From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron Sent: Thursday, January 03, 2013 11:04 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** Thanks. I've done the first two items as mentioned in the OP. It's funny the KB article didn't mention anything about the selection code matching the menu ID and that the selection code field on sys:status reason menu items cannot be modified even when creating a new record. I'm not sure I understand what a status reason has to do with an entry in the process flow bar. I just to choose a status reason for incidents in the 'In Progress' status. Seems a simple enough concept. In any case, I found the AL that was clearing the field (HPD:SHR:OnDisplay_100_SetTempStatusReason) though that's not the only issue. I disabled that AL and now I can select the reason, press 'save' and the field remains. If I re-open the record, the field is once again empty. Not sure where to look now. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Thursday, January 03, 2013 10:23 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** Ron - was looking for something else but found this on BMC's site https://kb.bmc.com/infocenter/index?page=contentid=KA298073actp=searchviewlocale=en_USsearchid=1357237212596 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Thursday, January 03, 2013 9:48 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** I haven't done a status reason for Incident but I have for Change. Did you update the SYS:Status Reason Menu Items form? You will have to add a record there. If you want it to show in the flow bar you will have to add records to the VIS:ProcessFlowStructureSetup form. Don't forget the Interface form too. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron Sent: Thursday, January 03, 2013 8:46 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Add status reason to In Progress status ** Hello all, I've added the reasons to this status in the status_reason_hidden field and entries to the sys:status reason menu items form. The reasons appear on the HPD:Help Desk screen but when I save an entry, the reason field is blanked out. I looked to see if I could find an active link that's wiping out the value and I first thought it was HPD:INC:Status_100_ClearReason but even after disabling that object, the entry is still wiped out. I'm not sure where to look now. Any thoughts? Thanks again, Ron _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been
Re: Add status reason to In Progress status
Yep, I don't care about the flow bar. I had already made the field read/write so I could create entries to match the hidden status reason ID field. I had done this a year or so ago to add a reason to the resolved status and that seemed to work fine. It's weird that with the in progress status the reason keeps getting wiped out. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken Sent: Thursday, January 03, 2013 12:56 PM To: arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** Ron, I did this recently with In Progress and Assigned Status Reasons. You are on the right track and almost there as long as you don't care about the process flow bar stuff... The selection code on the record does need to match the Menu ID. ...that the selection code field on sys:status reason menu items cannot be modified even when creating a new record... This is a known bug. You need to do is edit the SYS:Status Reason Menu Items form and make that field editable. Then for any records you create make that match the menu id on the hidden status reason field. Ken. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron Sent: Thursday, January 03, 2013 3:45 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** I see the pending option on the flow bar, I didn't know it was there before. Typically I've just manually set the status to pending and chosen a reason. I'd like to do the same for in progress. I went through all the AL's for 'Window Loaded' on HPD:Help Desk and only found one that sets the z1D_CurrentDatabaseStatus field to $Status$ which isn't the status reason field. It's likely I'm missing something. I believe the z1D_status_reason field gets its menu options from a menu object that pulls up from the status reason menu items. Not sure what I would do different there. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Thursday, January 03, 2013 11:18 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** I guess it is only the Pending status reason you can pick from the process flow bar. You need the AL to set the field when you load the screen. Did you add the menu option to the z1D_Status_Reason field? From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron Sent: Thursday, January 03, 2013 11:04 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** Thanks. I've done the first two items as mentioned in the OP. It's funny the KB article didn't mention anything about the selection code matching the menu ID and that the selection code field on sys:status reason menu items cannot be modified even when creating a new record. I'm not sure I understand what a status reason has to do with an entry in the process flow bar. I just to choose a status reason for incidents in the 'In Progress' status. Seems a simple enough concept. In any case, I found the AL that was clearing the field (HPD:SHR:OnDisplay_100_SetTempStatusReason) though that's not the only issue. I disabled that AL and now I can select the reason, press 'save' and the field remains. If I re-open the record, the field is once again empty. Not sure where to look now. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Thursday, January 03, 2013 10:23 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** Ron - was looking for something else but found this on BMC's site https://kb.bmc.com/infocenter/index?page=contentid=KA298073actp=searchviewlocale=en_USsearchid=1357237212596 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Thursday, January 03, 2013 9:48 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** I haven't done a status reason for Incident but I have for Change. Did you update the SYS:Status Reason Menu Items form? You will have to add a record there. If you want it to show in the flow bar you will have to add records to the VIS:ProcessFlowStructureSetup form. Don't forget the Interface form too. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron Sent: Thursday, January 03, 2013 8:46 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Add status reason to In Progress status ** Hello all, I've added the reasons to this status in the status_reason_hidden field and entries to the sys:status reason menu items form. The reasons
Re: Add status reason to In Progress status
I did this recently there is code that removes the status reason based on selections from. Take a look at filter HPD:INC:ClearStatusReason_210 and add 'status' !=In Progress On Jan 3, 2013, at 4:17 PM, Peters, Ron rpet...@columbia.com wrote: ** Yep, I don’t care about the flow bar. I had already made the field read/write so I could create entries to match the hidden status reason ID field. I had done this a year or so ago to add a reason to the resolved status and that seemed to work fine. It’s weird that with the in progress status the reason keeps getting wiped out. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken Sent: Thursday, January 03, 2013 12:56 PM To: arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** Ron, I did this recently with In Progress and Assigned Status Reasons. You are on the right track and almost there as long as you don’t care about the process flow bar stuff… The selection code on the record does need to match the Menu ID. “…that the selection code field on sys:status reason menu items cannot be modified even when creating a new record…” This is a known bug. You need to do is edit the SYS:Status Reason Menu Items form and make that field editable. Then for any records you create make that match the menu id on the hidden status reason field. Ken. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron Sent: Thursday, January 03, 2013 3:45 PM To: arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** I see the pending option on the flow bar, I didn’t know it was there before. Typically I’ve just manually set the status to pending and chosen a reason. I’d like to do the same for in progress. I went through all the AL’s for ‘Window Loaded’ on HPD:Help Desk and only found one that sets the z1D_CurrentDatabaseStatus field to $Status$ which isn’t the status reason field. It’s likely I’m missing something. I believe the z1D_status_reason field gets its menu options from a menu object that pulls up from the status reason menu items. Not sure what I would do different there. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Thursday, January 03, 2013 11:18 AM To: arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** I guess it is only the Pending status reason you can pick from the process flow bar. You need the AL to set the field when you load the screen. Did you add the menu option to the z1D_Status_Reason field? From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron Sent: Thursday, January 03, 2013 11:04 AM To: arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** Thanks. I’ve done the first two items as mentioned in the OP. It’s funny the KB article didn’t mention anything about the selection code matching the menu ID and that the selection code field on sys:status reason menu items cannot be modified even when creating a new record. I’m not sure I understand what a status reason has to do with an entry in the process flow bar. I just to choose a status reason for incidents in the ‘In Progress’ status. Seems a simple enough concept. In any case, I found the AL that was clearing the field (HPD:SHR:OnDisplay_100_SetTempStatusReason) though that’s not the only issue. I disabled that AL and now I can select the reason, press ‘save’ and the field remains. If I re-open the record, the field is once again empty. Not sure where to look now. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Thursday, January 03, 2013 10:23 AM To: arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** Ron – was looking for something else but found this on BMC’s site https://kb.bmc.com/infocenter/index?page=contentid=KA298073actp=searchviewlocale=en_USsearchid=1357237212596 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Thursday, January 03, 2013 9:48 AM To: arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** I haven’t done a status reason for Incident but I have for Change. Did you update the SYS:Status Reason Menu Items form? You will have to add a record there. If you want it to show in the flow bar you will have to add records to the VIS:ProcessFlowStructureSetup form. Don’t forget the Interface form too. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron Sent: Thursday, January 03, 2013 8:46 AM To: arslist@ARSLIST.ORG Subject
Re: Add status reason to In Progress status
I'm running on a V8 system. There's a filter HPD:INC:ClearStatusReason_210 that clears status reason if the status is not Pending, Resolved, Closed, or Cancelled. Also, here's a list of all the Incident forms that have the status reason field. If you're using overlays, you'll need to create overlays for all of the join forms or the new overlay status reason value will not be displayed on them. HPD:CFG_IncidentWatchList HPD:Help Desk HPD:Help Desk Classic HPD:Help Desk Dialogs HPD:Help Desk Dialogs Classic HPD:HelpDeskPeopleReportJoin HPD:Incident Assoc Search HPD:IncidentInterface HPD:IncidentInterface_Create HPD:IncidentRelationshipInterface HPD:LoadHelpDesk HPD:LoadTemplate HPD:Search-Assignment Logs HPD:Search-Associations HPD:Search-Worklog HPD:Template HPD:TemplateCustomerJoin HPD:TemplateSPGAssocLookup HPD:TemplateSPGLookUp Jason From: Peters, Ron rpet...@columbia.com To: arslist@ARSLIST.ORG Sent: Thursday, January 3, 2013 4:17 PM Subject: Re: Add status reason to In Progress status ** Yep, I don’t care about the flow bar. I had already made the field read/write so I could create entries to match the hidden status reason ID field. I had done this a year or so ago to add a reason to the resolved status and that seemed to work fine. It’s weird that with the in progress status the reason keeps getting wiped out. From:Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken Sent: Thursday, January 03, 2013 12:56 PM To: arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** Ron, I did this recently with In Progress and Assigned Status Reasons. You are on the right track and almost there as long as you don’t care about the process flow bar stuff… The selection code on the record does need to match the Menu ID. “…that the selection code field on sys:status reason menu items cannot be modified even when creating a new record…” This is a known bug. You need to do is edit the SYS:Status Reason Menu Items form and make that field editable. Then for any records you create make that match the menu id on the hidden status reason field. Ken. From:Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron Sent: Thursday, January 03, 2013 3:45 PM To: arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** I see the pending option on the flow bar, I didn’t know it was there before. Typically I’ve just manually set the status to pending and chosen a reason. I’d like to do the same for in progress. I went through all the AL’s for ‘Window Loaded’ on HPD:Help Desk and only found one that sets the z1D_CurrentDatabaseStatus field to $Status$ which isn’t the status reason field. It’s likely I’m missing something. I believe the z1D_status_reason field gets its menu options from a menu object that pulls up from the status reason menu items. Not sure what I would do different there. From:Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Thursday, January 03, 2013 11:18 AM To: arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** I guess it is only the Pending status reason you can pick from the process flow bar. You need the AL to set the field when you load the screen. Did you add the menu option to the z1D_Status_Reason field? From:Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron Sent: Thursday, January 03, 2013 11:04 AM To: arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** Thanks. I’ve done the first two items as mentioned in the OP. It’s funny the KB article didn’t mention anything about the selection code matching the menu ID and that the selection code field on sys:status reason menu items cannot be modified even when creating a new record. I’m not sure I understand what a status reason has to do with an entry in the process flow bar. I just to choose a status reason for incidents in the ‘In Progress’ status. Seems a simple enough concept. In any case, I found the AL that was clearing the field (HPD:SHR:OnDisplay_100_SetTempStatusReason) though that’s not the only issue. I disabled that AL and now I can select the reason, press ‘save’ and the field remains. If I re-open the record, the field is once again empty. Not sure where to look now. From:Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Thursday, January 03, 2013 10:23 AM To: arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** Ron – was looking for something else but found this on BMC’s site https://kb.bmc.com/infocenter/index?page=contentid=KA298073actp=searchviewlocale=en_USsearchid=1357237212596 From:Action Request
Re: Add status reason to In Progress status
Yes I forgot. I have just disabled it since we also use status reasons for assigned. Ken. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Lou Sent: Thursday, January 03, 2013 4:24 PM To: arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** I did this recently there is code that removes the status reason based on selections from. Take a look at filter HPD:INC:ClearStatusReason_210 and add 'status' !=In Progress On Jan 3, 2013, at 4:17 PM, Peters, Ron rpet...@columbia.commailto:rpet...@columbia.com wrote: ** Yep, I don’t care about the flow bar. I had already made the field read/write so I could create entries to match the hidden status reason ID field. I had done this a year or so ago to add a reason to the resolved status and that seemed to work fine. It’s weird that with the in progress status the reason keeps getting wiped out. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken Sent: Thursday, January 03, 2013 12:56 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** Ron, I did this recently with In Progress and Assigned Status Reasons. You are on the right track and almost there as long as you don’t care about the process flow bar stuff… The selection code on the record does need to match the Menu ID. “…that the selection code field on sys:status reason menu items cannot be modified even when creating a new record…” This is a known bug. You need to do is edit the SYS:Status Reason Menu Items form and make that field editable. Then for any records you create make that match the menu id on the hidden status reason field. Ken. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron Sent: Thursday, January 03, 2013 3:45 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** I see the pending option on the flow bar, I didn’t know it was there before. Typically I’ve just manually set the status to pending and chosen a reason. I’d like to do the same for in progress. I went through all the AL’s for ‘Window Loaded’ on HPD:Help Desk and only found one that sets the z1D_CurrentDatabaseStatus field to $Status$ which isn’t the status reason field. It’s likely I’m missing something. I believe the z1D_status_reason field gets its menu options from a menu object that pulls up from the status reason menu items. Not sure what I would do different there. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Thursday, January 03, 2013 11:18 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** I guess it is only the Pending status reason you can pick from the process flow bar. You need the AL to set the field when you load the screen. Did you add the menu option to the z1D_Status_Reason field? From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron Sent: Thursday, January 03, 2013 11:04 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** Thanks. I’ve done the first two items as mentioned in the OP. It’s funny the KB article didn’t mention anything about the selection code matching the menu ID and that the selection code field on sys:status reason menu items cannot be modified even when creating a new record. I’m not sure I understand what a status reason has to do with an entry in the process flow bar. I just to choose a status reason for incidents in the ‘In Progress’ status. Seems a simple enough concept. In any case, I found the AL that was clearing the field (HPD:SHR:OnDisplay_100_SetTempStatusReason) though that’s not the only issue. I disabled that AL and now I can select the reason, press ‘save’ and the field remains. If I re-open the record, the field is once again empty. Not sure where to look now. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Thursday, January 03, 2013 10:23 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** Ron – was looking for something else but found this on BMC’s site https://kb.bmc.com/infocenter/index?page=contentid=KA298073actp=searchviewlocale=en_USsearchid=1357237212596 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Thursday, January 03, 2013 9:48 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** I haven’t done a status reason for Incident but I have for Change. Did you update the SYS:Status
Re: Add status reason to In Progress status
Thanks. I was sure that was going to be it. I disabled the filter, open an incident, set the status/reason, save, and there’s no problem. Move to another ticket and back to the one that was saved OR re-open the want that was saved, and the status reason is blank. It’s still being lost somewhere. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken Sent: Thursday, January 03, 2013 1:36 PM To: arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** Yes I forgot. I have just disabled it since we also use status reasons for assigned. Ken. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Lou Sent: Thursday, January 03, 2013 4:24 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** I did this recently there is code that removes the status reason based on selections from. Take a look at filter HPD:INC:ClearStatusReason_210 and add 'status' !=In Progress On Jan 3, 2013, at 4:17 PM, Peters, Ron rpet...@columbia.commailto:rpet...@columbia.com wrote: ** Yep, I don’t care about the flow bar. I had already made the field read/write so I could create entries to match the hidden status reason ID field. I had done this a year or so ago to add a reason to the resolved status and that seemed to work fine. It’s weird that with the in progress status the reason keeps getting wiped out. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken Sent: Thursday, January 03, 2013 12:56 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** Ron, I did this recently with In Progress and Assigned Status Reasons. You are on the right track and almost there as long as you don’t care about the process flow bar stuff… The selection code on the record does need to match the Menu ID. “…that the selection code field on sys:status reason menu items cannot be modified even when creating a new record…” This is a known bug. You need to do is edit the SYS:Status Reason Menu Items form and make that field editable. Then for any records you create make that match the menu id on the hidden status reason field. Ken. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron Sent: Thursday, January 03, 2013 3:45 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** I see the pending option on the flow bar, I didn’t know it was there before. Typically I’ve just manually set the status to pending and chosen a reason. I’d like to do the same for in progress. I went through all the AL’s for ‘Window Loaded’ on HPD:Help Desk and only found one that sets the z1D_CurrentDatabaseStatus field to $Status$ which isn’t the status reason field. It’s likely I’m missing something. I believe the z1D_status_reason field gets its menu options from a menu object that pulls up from the status reason menu items. Not sure what I would do different there. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Thursday, January 03, 2013 11:18 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** I guess it is only the Pending status reason you can pick from the process flow bar. You need the AL to set the field when you load the screen. Did you add the menu option to the z1D_Status_Reason field? From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron Sent: Thursday, January 03, 2013 11:04 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** Thanks. I’ve done the first two items as mentioned in the OP. It’s funny the KB article didn’t mention anything about the selection code matching the menu ID and that the selection code field on sys:status reason menu items cannot be modified even when creating a new record. I’m not sure I understand what a status reason has to do with an entry in the process flow bar. I just to choose a status reason for incidents in the ‘In Progress’ status. Seems a simple enough concept. In any case, I found the AL that was clearing the field (HPD:SHR:OnDisplay_100_SetTempStatusReason) though that’s not the only issue. I disabled that AL and now I can select the reason, press ‘save’ and the field remains. If I re-open the record, the field is once again empty. Not sure where to look now. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Thursday, January 03, 2013 10:23 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress
Re: Add status reason to In Progress status
Ok then your values for ids dont match. Look at the field through your database. On Jan 3, 2013, at 4:48 PM, Peters, Ron rpet...@columbia.com wrote: ** Thanks. I was sure that was going to be it. I disabled the filter, open an incident, set the status/reason, save, and there’s no problem. Move to another ticket and back to the one that was saved OR re-open the want that was saved, and the status reason is blank. It’s still being lost somewhere. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken Sent: Thursday, January 03, 2013 1:36 PM To: arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** Yes I forgot. I have just disabled it since we also use status reasons for assigned. Ken. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Lou Sent: Thursday, January 03, 2013 4:24 PM To: arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** I did this recently there is code that removes the status reason based on selections from. Take a look at filter HPD:INC:ClearStatusReason_210 and add 'status' !=In Progress On Jan 3, 2013, at 4:17 PM, Peters, Ron rpet...@columbia.com wrote: ** Yep, I don’t care about the flow bar. I had already made the field read/write so I could create entries to match the hidden status reason ID field. I had done this a year or so ago to add a reason to the resolved status and that seemed to work fine. It’s weird that with the in progress status the reason keeps getting wiped out. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken Sent: Thursday, January 03, 2013 12:56 PM To: arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** Ron, I did this recently with In Progress and Assigned Status Reasons. You are on the right track and almost there as long as you don’t care about the process flow bar stuff… The selection code on the record does need to match the Menu ID. “…that the selection code field on sys:status reason menu items cannot be modified even when creating a new record…” This is a known bug. You need to do is edit the SYS:Status Reason Menu Items form and make that field editable. Then for any records you create make that match the menu id on the hidden status reason field. Ken. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron Sent: Thursday, January 03, 2013 3:45 PM To: arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** I see the pending option on the flow bar, I didn’t know it was there before. Typically I’ve just manually set the status to pending and chosen a reason. I’d like to do the same for in progress. I went through all the AL’s for ‘Window Loaded’ on HPD:Help Desk and only found one that sets the z1D_CurrentDatabaseStatus field to $Status$ which isn’t the status reason field. It’s likely I’m missing something. I believe the z1D_status_reason field gets its menu options from a menu object that pulls up from the status reason menu items. Not sure what I would do different there. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Thursday, January 03, 2013 11:18 AM To: arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** I guess it is only the Pending status reason you can pick from the process flow bar. You need the AL to set the field when you load the screen. Did you add the menu option to the z1D_Status_Reason field? From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron Sent: Thursday, January 03, 2013 11:04 AM To: arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** Thanks. I’ve done the first two items as mentioned in the OP. It’s funny the KB article didn’t mention anything about the selection code matching the menu ID and that the selection code field on sys:status reason menu items cannot be modified even when creating a new record. I’m not sure I understand what a status reason has to do with an entry in the process flow bar. I just to choose a status reason for incidents in the ‘In Progress’ status. Seems a simple enough concept. In any case, I found the AL that was clearing the field (HPD:SHR:OnDisplay_100_SetTempStatusReason) though that’s not the only issue. I disabled that AL and now I can select the reason, press ‘save’ and the field remains. If I re-open the record, the field is once again empty. Not sure where to look now. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Thursday, January 03, 2013 10
Re: Add status reason to In Progress status
The value of the menu in hpd helpdesl needs to match the status reason menu item. If it does not it does not return a value. On Jan 3, 2013, at 4:27 PM, Lou lrguar...@yahoo.com wrote: ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Add status reason to In Progress status
Have you turned on active link logging and checked the db to see when it is being cleared? E.g., is it getting into the db but getting cleared when you load the record? -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Lou Sent: Thursday, January 03, 2013 2:35 PM To: arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status The value of the menu in hpd helpdesl needs to match the status reason menu item. If it does not it does not return a value. On Jan 3, 2013, at 4:27 PM, Lou lrguar...@yahoo.com wrote: ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Add status reason to In Progress status
I don't think disabling that filter is a good idea because that puts SLA's on hold depending on the status you pick. On Jan 3, 2013, at 4:35 PM, Cecil, Ken kce...@hubbell.com wrote: ** Yes I forgot. I have just disabled it since we also use status reasons for assigned. Ken. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Lou Sent: Thursday, January 03, 2013 4:24 PM To: arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** I did this recently there is code that removes the status reason based on selections from. Take a look at filter HPD:INC:ClearStatusReason_210 and add 'status' !=In Progress On Jan 3, 2013, at 4:17 PM, Peters, Ron rpet...@columbia.com wrote: ** Yep, I don’t care about the flow bar. I had already made the field read/write so I could create entries to match the hidden status reason ID field. I had done this a year or so ago to add a reason to the resolved status and that seemed to work fine. It’s weird that with the in progress status the reason keeps getting wiped out. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken Sent: Thursday, January 03, 2013 12:56 PM To: arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** Ron, I did this recently with In Progress and Assigned Status Reasons. You are on the right track and almost there as long as you don’t care about the process flow bar stuff… The selection code on the record does need to match the Menu ID. “…that the selection code field on sys:status reason menu items cannot be modified even when creating a new record…” This is a known bug. You need to do is edit the SYS:Status Reason Menu Items form and make that field editable. Then for any records you create make that match the menu id on the hidden status reason field. Ken. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron Sent: Thursday, January 03, 2013 3:45 PM To: arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** I see the pending option on the flow bar, I didn’t know it was there before. Typically I’ve just manually set the status to pending and chosen a reason. I’d like to do the same for in progress. I went through all the AL’s for ‘Window Loaded’ on HPD:Help Desk and only found one that sets the z1D_CurrentDatabaseStatus field to $Status$ which isn’t the status reason field. It’s likely I’m missing something. I believe the z1D_status_reason field gets its menu options from a menu object that pulls up from the status reason menu items. Not sure what I would do different there. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Thursday, January 03, 2013 11:18 AM To: arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** I guess it is only the Pending status reason you can pick from the process flow bar. You need the AL to set the field when you load the screen. Did you add the menu option to the z1D_Status_Reason field? From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron Sent: Thursday, January 03, 2013 11:04 AM To: arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** Thanks. I’ve done the first two items as mentioned in the OP. It’s funny the KB article didn’t mention anything about the selection code matching the menu ID and that the selection code field on sys:status reason menu items cannot be modified even when creating a new record. I’m not sure I understand what a status reason has to do with an entry in the process flow bar. I just to choose a status reason for incidents in the ‘In Progress’ status. Seems a simple enough concept. In any case, I found the AL that was clearing the field (HPD:SHR:OnDisplay_100_SetTempStatusReason) though that’s not the only issue. I disabled that AL and now I can select the reason, press ‘save’ and the field remains. If I re-open the record, the field is once again empty. Not sure where to look now. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Thursday, January 03, 2013 10:23 AM To: arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** Ron – was looking for something else but found this on BMC’s site https://kb.bmc.com/infocenter/index?page=contentid=KA298073actp=searchviewlocale=en_USsearchid=1357237212596 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Thursday, January 03, 2013 9:48 AM To: arslist@ARSLIST.ORG Subject: Re: Add status reason
Re: Add status reason to In Progress status
My understanding is that the 'selection code' should match the menu item 'id'. I think this looks right, the numbers match (hopefully these screenshots come through): [cid:image001.png@01CDE9C0.F97BDF90] [cid:image002.png@01CDE9C0.F97BDF90] -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Lou Sent: Thursday, January 03, 2013 2:35 PM To: arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status The value of the menu in hpd helpdesl needs to match the status reason menu item. If it does not it does not return a value. On Jan 3, 2013, at 4:27 PM, Lou lrguar...@yahoo.commailto:lrguar...@yahoo.com wrote: ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.pnginline: image002.png
