Re: Ar escalator modifying estimated resolution time
There a couple of ways to stop escalations from messing up modified dates and times that I can think of off the top of my head. One requires your to and AND $USER$ != AR_ESCA LATOR to the modifying Filters. Escalations always use a userid of AR_ESCALATOR The other is the change the fields Disable Change Flag to to True. This will only allow wanted field oriented changes and not other changes. Gordon - Original Message - From: Rajesh Nair rajesh.nair@gmail.com To: arslist@ARSLIST.ORG Sent: Wednesday, October 31, 2012 2:02:27 PM Subject: Ar escalator modifying estimated resolution time ** Hello listers Have a slight suitation with me. Have a couple of tickets wherein ar escalator modifies the time for estimated resolution time every time a ticket is modified be it status update or assinment to another group. The sla is the same. Ar escalator set a new time and then again after a couple of sec or a min it comes back to the original time and than it is set to blank. I am ok with being blank. One thing i can see is in the sla alllow sevice target to reopen is set to yes. Tried replicating this with another ticket all the process but it behaved normal Is it a wag o find out why and how is this occurs? Arsystem 7.1 patch 5 on unix _attend WWRUG12 www.wwrug.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
Ar escalator modifying estimated resolution time
Hello listers Have a slight suitation with me. Have a couple of tickets wherein ar escalator modifies the time for estimated resolution time every time a ticket is modified be it status update or assinment to another group. The sla is the same. Ar escalator set a new time and then again after a couple of sec or a min it comes back to the original time and than it is set to blank. I am ok with being blank. One thing i can see is in the sla alllow sevice target to reopen is set to yes. Tried replicating this with another ticket all the process but it behaved normal Is it a wag o find out why and how is this occurs? Arsystem 7.1 patch 5 on unix ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Ar escalator modifying estimated resolution time
You could turn on server side logging on this record and figure out what workflow (likely kicked off by an escalation) is doing this. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rajesh Nair Sent: Wednesday, October 31, 2012 12:02 PM To: arslist@ARSLIST.ORG Subject: Ar escalator modifying estimated resolution time ** Hello listers Have a slight suitation with me. Have a couple of tickets wherein ar escalator modifies the time for estimated resolution time every time a ticket is modified be it status update or assinment to another group. The sla is the same. Ar escalator set a new time and then again after a couple of sec or a min it comes back to the original time and than it is set to blank. I am ok with being blank. One thing i can see is in the sla alllow sevice target to reopen is set to yes. Tried replicating this with another ticket all the process but it behaved normal Is it a wag o find out why and how is this occurs? Arsystem 7.1 patch 5 on unix _attend WWRUG12 www.wwrug.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
Re: Ar escalator modifying estimated resolution time
I did but the issue is the is not random issue. If this had been an consistent issue then probably logs could have help. On Oct 31, 2012 11:35 PM, Longwing, LJ CTR MDA/IC lj.longwing@mda.mil wrote: You could turn on server side logging on this record and figure out what workflow (likely kicked off by an escalation) is doing this. -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Rajesh Nair Sent: Wednesday, October 31, 2012 12:02 PM To: arslist@ARSLIST.ORG Subject: Ar escalator modifying estimated resolution time ** Hello listers Have a slight suitation with me. Have a couple of tickets wherein ar escalator modifies the time for estimated resolution time every time a ticket is modified be it status update or assinment to another group. The sla is the same. Ar escalator set a new time and then again after a couple of sec or a min it comes back to the original time and than it is set to blank. I am ok with being blank. One thing i can see is in the sla alllow sevice target to reopen is set to yes. Tried replicating this with another ticket all the process but it behaved normal Is it a wag o find out why and how is this occurs? Arsystem 7.1 patch 5 on unix _attend WWRUG12 www.wwrug.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
