Re: Custom status in Incident Mgmt
here the logs will help you, or the email message form comes in handly as it will have all the email which is genereated/Created from the system On Wed, Jul 25, 2012 at 5:20 PM, Joe wrote: > Thanks Everyone for the input, > > Based on your inputs I believe the best path is to create a custom Status > Reason instead of a custom Status. Then create a notification based on the > qualification of Status="Resolved" and Status Reason="" > (with obvious syntax corrections). > > There is not an SLA tied to this. > > 1. My plan is to create a filter that is similar to the current one that > will fire a notification based on the qualification Status="Resolved" and > Status Reason="" (with obvious syntax corrections). > > 2. Create an entry in SYS:Notification Messages for this specific > reassigned email message with corrected verbiage. > 3. Add the "reassigned" selection to the Status Reason menu. > > How can I test that it creates the email correctly? In our test > environment we do not have email engine connected. > What workflow makes the "tiering" on status reason connect with the > various selections in status? I think I need to add my custom field to > that workflow. > > Anything you think I might have missed? > > Thanks! > > > ___ > 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"
Re: Custom status in Incident Mgmt
Thanks Everyone for the input, Based on your inputs I believe the best path is to create a custom Status Reason instead of a custom Status. Then create a notification based on the qualification of Status="Resolved" and Status Reason="" (with obvious syntax corrections). There is not an SLA tied to this. 1. My plan is to create a filter that is similar to the current one that will fire a notification based on the qualification Status="Resolved" and Status Reason="" (with obvious syntax corrections). 2. Create an entry in SYS:Notification Messages for this specific reassigned email message with corrected verbiage. 3. Add the "reassigned" selection to the Status Reason menu. How can I test that it creates the email correctly? In our test environment we do not have email engine connected. What workflow makes the "tiering" on status reason connect with the various selections in status? I think I need to add my custom field to that workflow. Anything you think I might have missed? Thanks! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Re: Custom status in Incident Mgmt
I totally agree with the pending reason - only thing to keep in mind is that if there is an SLA tied to the ticket they would need to determine if they want the SLA to include the time waiting for the ticket to be taken care of. Of course, we don't know whether the person that started this thread intended for it to be a pending status (ie ticket still open) or if they want it to be a done deal at that point (in which case it could be a status reason for the Closed status). - Original Message - From: "Joe Martin D'Souza" To: arslist@ARSLIST.ORG Sent: Thursday, July 19, 2012 2:47:24 PM Subject: Re: Custom status in Incident Mgmt ** That would be even better as Pending has Pending Reasons too and I know for sure that this field has no workflow that affects a process if values are added or subtracted.. The only piece of workflow it has it it makes it necessary to fill up a pending reason when the status is selected to be Pending. Great candidate too and better than the combination of Resolved and Resolution Reason. Thank you Roger.. how are you doing? Joe From: Roger Justice Sent: Thursday, July 19, 2012 2:39 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: Custom status in Incident Mgmt ** It is still not resolved, it should be Pending and the Status reason can be transferred which can be added. -Original Message- From: Joe Martin D'Souza To: arslist Sent: Thu, Jul 19, 2012 2:36 pm Subject: Re: Custom status in Incident Mgmt While reading this thread for the past 2 minutes this is exactly what was developing in my mind. I think your reason to have Transferred is perhaps because you transferred this ticket perhaps to an external vendor or manufacturer - so basically the incident is 'outside' your system, although its not completely resolved. So instead of doing what you were thinking, I would 'Resolve' it too and add a Resolution reason of Transferred. Resolution Reason field to the best of my knowledge has little or no real workflow that will impact the process. So it would be a quick fix to what you want, if your reasons for this requirement is what Doug and me, among others who responded, guess it to be.. Cheers Joe -Original Message- From: Doug Blair Sent: Thursday, July 19, 2012 12:39 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: Custom status in Incident Mgmt Joe, I hate to ask the obvious question but what does the "Transferred" status signify? If you have transferred this incident to an external vendor or another ticketing system isn't that a change in the assignment? The vendor tab has a place to reference external tracking numbers too. Doug -- Doug Blair +1 224-558-5462 Sent from my new iPad Auto-corrected typos, misspellings and non-sequiturs are gratefully attributed to Steve Jobs :-) On Jul 19, 2012, at 8:03 AM, Joe < hornetlo...@gmail.com > wrote: > We are looking to add a custom status in Incident Management. > Currently Statuses: > New > Assigned > In Progress > Pending > Resolved > Closed > Cancelled > > Would like to add another status called "transfered". > > > New > Assigned > In Progress > Pending > Resolved > Transfered > Closed > Cancelled > > What impact would this have? > > Multi-tendency (can we do it for just one company?) > > Windows, SQL Server05, ITSM 7.0.03 > > Thank you _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: Custom status in Incident Mgmt
That would be even better as Pending has Pending Reasons too and I know for sure that this field has no workflow that affects a process if values are added or subtracted.. The only piece of workflow it has it it makes it necessary to fill up a pending reason when the status is selected to be Pending. Great candidate too and better than the combination of Resolved and Resolution Reason. Thank you Roger.. how are you doing? Joe From: Roger Justice Sent: Thursday, July 19, 2012 2:39 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: Custom status in Incident Mgmt ** It is still not resolved, it should be Pending and the Status reason can be transferred which can be added. -Original Message- From: Joe Martin D'Souza To: arslist Sent: Thu, Jul 19, 2012 2:36 pm Subject: Re: Custom status in Incident Mgmt While reading this thread for the past 2 minutes this is exactly what was developing in my mind. I think your reason to have Transferred is perhaps because you transferred this ticket perhaps to an external vendor or manufacturer - so basically the incident is 'outside' your system, although its not completely resolved. So instead of doing what you were thinking, I would 'Resolve' it too and add a Resolution reason of Transferred. Resolution Reason field to the best of my knowledge has little or no real workflow that will impact the process. So it would be a quick fix to what you want, if your reasons for this requirement is what Doug and me, among others who responded, guess it to be.. Cheers Joe -Original Message- From: Doug Blair Sent: Thursday, July 19, 2012 12:39 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: Custom status in Incident Mgmt Joe, I hate to ask the obvious question but what does the "Transferred" status signify? If you have transferred this incident to an external vendor or another ticketing system isn't that a change in the assignment? The vendor tab has a place to reference external tracking numbers too. Doug -- Doug Blair +1 224-558-5462 Sent from my new iPad Auto-corrected typos, misspellings and non-sequiturs are gratefully attributed to Steve Jobs :-) On Jul 19, 2012, at 8:03 AM, Joe wrote: > We are looking to add a custom status in Incident Management. > Currently Statuses: > New > Assigned > In Progress > Pending > Resolved > Closed > Cancelled > > Would like to add another status called "transfered". > > > New > Assigned > In Progress > Pending > Resolved > Transfered > Closed > Cancelled > > What impact would this have? > > Multi-tendency (can we do it for just one company?) > > Windows, SQL Server05, ITSM 7.0.03 > > Thank you ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Re: Custom status in Incident Mgmt
It sounds like someone is trying to get a handle on how many incidents have been transferred... but that should be handled in the assignment log. Have a look. Lee Cullom | Northcraft Analytics IT Metrics Specialist | Business Intelligence for ITSM Direct - 678-438-7244 | lee.cul...@northcraftanalytics.com Main - (678) 664-ITSM http://www.northcraftanalytics.com Click on "View Demo" to see the product in action -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hocks, Mike (DOT) Sent: Thursday, July 19, 2012 12:44 PM To: arslist@ARSLIST.ORG Subject: Re: Custom status in Incident Mgmt I agree with Joe, plus how will adding "Transferred" impact SLM's KPIs and Service Targets? -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Doug Blair Sent: Thursday, July 19, 2012 11:39 AM To: arslist@ARSLIST.ORG Subject: Re: Custom status in Incident Mgmt Joe, I hate to ask the obvious question but what does the "Transferred" status signify? If you have transferred this incident to an external vendor or another ticketing system isn't that a change in the assignment? The vendor tab has a place to reference external tracking numbers too. Doug -- Doug Blair +1 224-558-5462 Sent from my new iPad Auto-corrected typos, misspellings and non-sequiturs are gratefully attributed to Steve Jobs :-) On Jul 19, 2012, at 8:03 AM, Joe wrote: > We are looking to add a custom status in Incident Management. > Currently Statuses: > New > Assigned > In Progress > Pending > Resolved > Closed > Cancelled > > Would like to add another status called "transfered". > > > New > Assigned > In Progress > Pending > Resolved > Transfered > Closed > Cancelled > > What impact would this have? > > Multi-tendency (can we do it for just one company?) > > Windows, SQL Server05, ITSM 7.0.03 > > Thank you > > __ > _ 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"
Re: Custom status in Incident Mgmt
It is still not resolved, it should be Pending and the Status reason can be transferred which can be added. -Original Message- From: Joe Martin D'Souza To: arslist Sent: Thu, Jul 19, 2012 2:36 pm Subject: Re: Custom status in Incident Mgmt While reading this thread for the past 2 minutes this is exactly what was developing in my mind. I think your reason to have Transferred is perhaps because you transferred this ticket perhaps to an external vendor or manufacturer - so basically the incident is 'outside' your system, although its not completely resolved. So instead of doing what you were thinking, I would 'Resolve' it too and add a Resolution reason of Transferred. Resolution Reason field to the best of my knowledge has little or no real workflow that will impact the process. So it would be a quick fix to what you want, if your reasons for this requirement is what Doug and me, among others who responded, guess it to be.. Cheers Joe -Original Message- From: Doug Blair Sent: Thursday, July 19, 2012 12:39 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: Custom status in Incident Mgmt Joe, I hate to ask the obvious question but what does the "Transferred" status signify? If you have transferred this incident to an external vendor or another ticketing system isn't that a change in the assignment? The vendor tab has a place to reference external tracking numbers too. Doug -- Doug Blair +1 224-558-5462 Sent from my new iPad Auto-corrected typos, misspellings and non-sequiturs are gratefully attributed to Steve Jobs :-) On Jul 19, 2012, at 8:03 AM, Joe wrote: > We are looking to add a custom status in Incident Management. > Currently Statuses: > New > Assigned > In Progress > Pending > Resolved > Closed > Cancelled > > Would like to add another status called "transfered". > > > New > Assigned > In Progress > Pending > Resolved > Transfered > Closed > Cancelled > > What impact would this have? > > Multi-tendency (can we do it for just one company?) > > Windows, SQL Server05, ITSM 7.0.03 > > Thank you ___ 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"
Re: Custom status in Incident Mgmt
While reading this thread for the past 2 minutes this is exactly what was developing in my mind. I think your reason to have Transferred is perhaps because you transferred this ticket perhaps to an external vendor or manufacturer - so basically the incident is 'outside' your system, although its not completely resolved. So instead of doing what you were thinking, I would 'Resolve' it too and add a Resolution reason of Transferred. Resolution Reason field to the best of my knowledge has little or no real workflow that will impact the process. So it would be a quick fix to what you want, if your reasons for this requirement is what Doug and me, among others who responded, guess it to be.. Cheers Joe -Original Message- From: Doug Blair Sent: Thursday, July 19, 2012 12:39 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: Custom status in Incident Mgmt Joe, I hate to ask the obvious question but what does the "Transferred" status signify? If you have transferred this incident to an external vendor or another ticketing system isn't that a change in the assignment? The vendor tab has a place to reference external tracking numbers too. Doug -- Doug Blair +1 224-558-5462 Sent from my new iPad Auto-corrected typos, misspellings and non-sequiturs are gratefully attributed to Steve Jobs :-) On Jul 19, 2012, at 8:03 AM, Joe wrote: We are looking to add a custom status in Incident Management. Currently Statuses: New Assigned In Progress Pending Resolved Closed Cancelled Would like to add another status called "transfered". New Assigned In Progress Pending Resolved Transfered Closed Cancelled What impact would this have? Multi-tendency (can we do it for just one company?) Windows, SQL Server05, ITSM 7.0.03 Thank you ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Re: Custom status in Incident Mgmt
I meant I agree with Doug...sorry for the confusion. -Original Message- From: Hocks, Mike (DOT) Sent: Thursday, July 19, 2012 11:44 AM To: arslist@ARSLIST.ORG Subject: RE: Custom status in Incident Mgmt I agree with Joe, plus how will adding "Transferred" impact SLM's KPIs and Service Targets? -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Doug Blair Sent: Thursday, July 19, 2012 11:39 AM To: arslist@ARSLIST.ORG Subject: Re: Custom status in Incident Mgmt Joe, I hate to ask the obvious question but what does the "Transferred" status signify? If you have transferred this incident to an external vendor or another ticketing system isn't that a change in the assignment? The vendor tab has a place to reference external tracking numbers too. Doug -- Doug Blair +1 224-558-5462 Sent from my new iPad Auto-corrected typos, misspellings and non-sequiturs are gratefully attributed to Steve Jobs :-) On Jul 19, 2012, at 8:03 AM, Joe wrote: > We are looking to add a custom status in Incident Management. > Currently Statuses: > New > Assigned > In Progress > Pending > Resolved > Closed > Cancelled > > Would like to add another status called "transfered". > > > New > Assigned > In Progress > Pending > Resolved > Transfered > Closed > Cancelled > > What impact would this have? > > Multi-tendency (can we do it for just one company?) > > Windows, SQL Server05, ITSM 7.0.03 > > Thank you > > __ > _ 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"
Re: Custom status in Incident Mgmt
I agree with Joe, plus how will adding "Transferred" impact SLM's KPIs and Service Targets? -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Doug Blair Sent: Thursday, July 19, 2012 11:39 AM To: arslist@ARSLIST.ORG Subject: Re: Custom status in Incident Mgmt Joe, I hate to ask the obvious question but what does the "Transferred" status signify? If you have transferred this incident to an external vendor or another ticketing system isn't that a change in the assignment? The vendor tab has a place to reference external tracking numbers too. Doug -- Doug Blair +1 224-558-5462 Sent from my new iPad Auto-corrected typos, misspellings and non-sequiturs are gratefully attributed to Steve Jobs :-) On Jul 19, 2012, at 8:03 AM, Joe wrote: > We are looking to add a custom status in Incident Management. > Currently Statuses: > New > Assigned > In Progress > Pending > Resolved > Closed > Cancelled > > Would like to add another status called "transfered". > > > New > Assigned > In Progress > Pending > Resolved > Transfered > Closed > Cancelled > > What impact would this have? > > Multi-tendency (can we do it for just one company?) > > Windows, SQL Server05, ITSM 7.0.03 > > Thank you > > __ > _ 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"
Re: Custom status in Incident Mgmt
Joe, I hate to ask the obvious question but what does the "Transferred" status signify? If you have transferred this incident to an external vendor or another ticketing system isn't that a change in the assignment? The vendor tab has a place to reference external tracking numbers too. Doug -- Doug Blair +1 224-558-5462 Sent from my new iPad Auto-corrected typos, misspellings and non-sequiturs are gratefully attributed to Steve Jobs :-) On Jul 19, 2012, at 8:03 AM, Joe wrote: > We are looking to add a custom status in Incident Management. > Currently Statuses: > New > Assigned > In Progress > Pending > Resolved > Closed > Cancelled > > Would like to add another status called "transfered". > > > New > Assigned > In Progress > Pending > Resolved > Transfered > Closed > Cancelled > > What impact would this have? > > Multi-tendency (can we do it for just one company?) > > Windows, SQL Server05, ITSM 7.0.03 > > Thank you > > ___ > 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"
Re: Custom status in Incident Mgmt
That's another viable approach. I'd still lean towards making 'transferred' a status reason selection (could be off of Resolved). - Original Message - From: "David M. Clark" To: arslist@ARSLIST.ORG Sent: Thursday, July 19, 2012 10:46:44 AM Subject: Re: Custom status in Incident Mgmt Your life will be a lot easier if you consider solutions that don't involve changing that Status field. How about a "Transferred" checkbox becoming visible when the Status value of "Resolved" is selected? -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of pritch Sent: Thursday, July 19, 2012 9:41 AM To: arslist@ARSLIST.ORG Subject: Re: Custom status in Incident Mgmt If you take the time to convert the existing data it will not be a problem - however, workflow will all need to be reviewed (as mentioned below). In a similar circumstance, I created a custom field (menu driven) that was then able to be customized by company / group / whatever other criteria I wanted and then had a filter with a coversion table. Another approach (if you're looking at a "Transferred" status is to make it a 'sub-status' or status reason for closed or pending (depending on what's appropriate in your situation). - Original Message - From: "Rebecca Boyd" To: arslist@ARSLIST.ORG Sent: Thursday, July 19, 2012 10:28:35 AM Subject: Re: Custom status in Incident Mgmt ** Roger's right. Do not insert a status. This is what you have now: 0 - New 1 - Assigned 2 - In Progress 3 - Pending 4 - Resolved 5 - Closed 6 - Cancelled If you insert a status, this is what you will have: 0 - New 1 - Assigned 2 - In Progress 3 - Pending 4 - Resolved 5 - Transferred 6 - Closed 7 - Cancelled So everything with a status of value of 5 & above will be messed up. If you are running any queries or SLAs where the status < Resolved, Transferred will not be included. You could try adding a status reason. On my version of 7.5, that means I have to add the value to sys:status reason menu items & update Status_Reason_Hidden on HPD:Help Desk. I'm not sure what your end goal is, but there a couple of fields (on 7.5) which count the individual, group & total transfers. Maybe these would help? On Thu, Jul 19, 2012 at 9:39 AM, Roger Justice < rjust2...@aol.com > wrote: ** Status is a selection filed so you cannot do it for one company. Also it store sequential values 0-1-2-3-4 so it will need to be added as the last value or all exiting data will display improperly. -Original Message----- From: Joe < hornetlo...@gmail.com > To: arslist < arslist@ARSLIST.ORG > Sent: Thu, Jul 19, 2012 9:03 am Subject: Custom status in Incident Mgmt We are looking to add a custom status in Incident Management. Currently Statuses: New Assigned In Progress Pending Resolved Closed Cancelled Would like to add another status called "transfered". New Assigned In Progress Pending Resolved Transfered Closed Cancelled What impact would this have? Multi-tendency (can we do it for just one company?) Windows, SQL Server05, ITSM 7.0.03 Thank you ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ -- Rebecca Boyd Application Administrator Wake Forest University _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" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Re: Custom status in Incident Mgmt
Your life will be a lot easier if you consider solutions that don't involve changing that Status field. How about a "Transferred" checkbox becoming visible when the Status value of "Resolved" is selected? -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of pritch Sent: Thursday, July 19, 2012 9:41 AM To: arslist@ARSLIST.ORG Subject: Re: Custom status in Incident Mgmt If you take the time to convert the existing data it will not be a problem - however, workflow will all need to be reviewed (as mentioned below). In a similar circumstance, I created a custom field (menu driven) that was then able to be customized by company / group / whatever other criteria I wanted and then had a filter with a coversion table. Another approach (if you're looking at a "Transferred" status is to make it a 'sub-status' or status reason for closed or pending (depending on what's appropriate in your situation). - Original Message - From: "Rebecca Boyd" To: arslist@ARSLIST.ORG Sent: Thursday, July 19, 2012 10:28:35 AM Subject: Re: Custom status in Incident Mgmt ** Roger's right. Do not insert a status. This is what you have now: 0 - New 1 - Assigned 2 - In Progress 3 - Pending 4 - Resolved 5 - Closed 6 - Cancelled If you insert a status, this is what you will have: 0 - New 1 - Assigned 2 - In Progress 3 - Pending 4 - Resolved 5 - Transferred 6 - Closed 7 - Cancelled So everything with a status of value of 5 & above will be messed up. If you are running any queries or SLAs where the status < Resolved, Transferred will not be included. You could try adding a status reason. On my version of 7.5, that means I have to add the value to sys:status reason menu items & update Status_Reason_Hidden on HPD:Help Desk. I'm not sure what your end goal is, but there a couple of fields (on 7.5) which count the individual, group & total transfers. Maybe these would help? On Thu, Jul 19, 2012 at 9:39 AM, Roger Justice < rjust2...@aol.com > wrote: ** Status is a selection filed so you cannot do it for one company. Also it store sequential values 0-1-2-3-4 so it will need to be added as the last value or all exiting data will display improperly. -Original Message- From: Joe < hornetlo...@gmail.com > To: arslist < arslist@ARSLIST.ORG > Sent: Thu, Jul 19, 2012 9:03 am Subject: Custom status in Incident Mgmt We are looking to add a custom status in Incident Management. Currently Statuses: New Assigned In Progress Pending Resolved Closed Cancelled Would like to add another status called "transfered". New Assigned In Progress Pending Resolved Transfered Closed Cancelled What impact would this have? Multi-tendency (can we do it for just one company?) Windows, SQL Server05, ITSM 7.0.03 Thank you ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ -- Rebecca Boyd Application Administrator Wake Forest University _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"
Re: Custom status in Incident Mgmt
If you take the time to convert the existing data it will not be a problem - however, workflow will all need to be reviewed (as mentioned below). In a similar circumstance, I created a custom field (menu driven) that was then able to be customized by company / group / whatever other criteria I wanted and then had a filter with a coversion table. Another approach (if you're looking at a "Transferred" status is to make it a 'sub-status' or status reason for closed or pending (depending on what's appropriate in your situation). - Original Message - From: "Rebecca Boyd" To: arslist@ARSLIST.ORG Sent: Thursday, July 19, 2012 10:28:35 AM Subject: Re: Custom status in Incident Mgmt ** Roger's right. Do not insert a status. This is what you have now: 0 - New 1 - Assigned 2 - In Progress 3 - Pending 4 - Resolved 5 - Closed 6 - Cancelled If you insert a status, this is what you will have: 0 - New 1 - Assigned 2 - In Progress 3 - Pending 4 - Resolved 5 - Transferred 6 - Closed 7 - Cancelled So everything with a status of value of 5 & above will be messed up. If you are running any queries or SLAs where the status < Resolved, Transferred will not be included. You could try adding a status reason. On my version of 7.5, that means I have to add the value to sys:status reason menu items & update Status_Reason_Hidden on HPD:Help Desk. I'm not sure what your end goal is, but there a couple of fields (on 7.5) which count the individual, group & total transfers. Maybe these would help? On Thu, Jul 19, 2012 at 9:39 AM, Roger Justice < rjust2...@aol.com > wrote: ** Status is a selection filed so you cannot do it for one company. Also it store sequential values 0-1-2-3-4 so it will need to be added as the last value or all exiting data will display improperly. -Original Message- From: Joe < hornetlo...@gmail.com > To: arslist < arslist@ARSLIST.ORG > Sent: Thu, Jul 19, 2012 9:03 am Subject: Custom status in Incident Mgmt We are looking to add a custom status in Incident Management. Currently Statuses: New Assigned In Progress Pending Resolved Closed Cancelled Would like to add another status called "transfered". New Assigned In Progress Pending Resolved Transfered Closed Cancelled What impact would this have? Multi-tendency (can we do it for just one company?) Windows, SQL Server05, ITSM 7.0.03 Thank you ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ -- Rebecca Boyd Application Administrator Wake Forest University _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: Custom status in Incident Mgmt
You can create your own custom status field and hide the OOB one. Then use workflow to change the OOB status value as your custom values change. You may have to fiddle with the OOB workflow that relies upon the original status values though which will require a lot of QA testing to make sure that there are no negative effects hanging around. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Boyd, Rebecca Sent: Thursday, July 19, 2012 9:29 AM To: arslist@ARSLIST.ORG Subject: Re: Custom status in Incident Mgmt ** Roger's right. Do not insert a status. This is what you have now: 0 - New 1 - Assigned 2 - In Progress 3 - Pending 4 - Resolved 5 - Closed 6 - Cancelled If you insert a status, this is what you will have: 0 - New 1 - Assigned 2 - In Progress 3 - Pending 4 - Resolved 5 - Transferred 6 - Closed 7 - Cancelled So everything with a status of value of 5 & above will be messed up. If you are running any queries or SLAs where the status < Resolved, Transferred will not be included. You could try adding a status reason. On my version of 7.5, that means I have to add the value to sys:status reason menu items & update Status_Reason_Hidden on HPD:Help Desk. I'm not sure what your end goal is, but there a couple of fields (on 7.5) which count the individual, group & total transfers. Maybe these would help? On Thu, Jul 19, 2012 at 9:39 AM, Roger Justice mailto:rjust2...@aol.com>> wrote: ** Status is a selection filed so you cannot do it for one company. Also it store sequential values 0-1-2-3-4 so it will need to be added as the last value or all exiting data will display improperly. -Original Message- From: Joe mailto:hornetlo...@gmail.com>> To: arslist mailto:arslist@ARSLIST.ORG>> Sent: Thu, Jul 19, 2012 9:03 am Subject: Custom status in Incident Mgmt We are looking to add a custom status in Incident Management. Currently Statuses: New Assigned In Progress Pending Resolved Closed Cancelled Would like to add another status called "transfered". New Assigned In Progress Pending Resolved Transfered Closed Cancelled What impact would this have? Multi-tendency (can we do it for just one company?) Windows, SQL Server05, ITSM 7.0.03 Thank you ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org<http://www.arslist.org> attend wwrug12 www.wwrug12.com<http://www.wwrug12.com> ARSList: "Where the Answers Are" _attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers Are"_ -- Rebecca Boyd Application Administrator Wake Forest University _attend WWRUG12 www.wwrug.com<http://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: Custom status in Incident Mgmt
Roger's right. Do not insert a status. This is what you have now: 0 - New 1 - Assigned 2 - In Progress 3 - Pending 4 - Resolved 5 - Closed 6 - Cancelled If you insert a status, this is what you will have: 0 - New 1 - Assigned 2 - In Progress 3 - Pending 4 - Resolved 5 - Transferred 6 - Closed 7 - Cancelled So everything with a status of value of 5 & above will be messed up. If you are running any queries or SLAs where the status < Resolved, Transferred will not be included. You could try adding a status reason. On my version of 7.5, that means I have to add the value to sys:status reason menu items & update Status_Reason_Hidden on HPD:Help Desk. I'm not sure what your end goal is, but there a couple of fields (on 7.5) which count the individual, group & total transfers. Maybe these would help? On Thu, Jul 19, 2012 at 9:39 AM, Roger Justice wrote: > ** > Status is a selection filed so you cannot do it for one company. Also > it store sequential values 0-1-2-3-4 so it will need to be added as the > last value or all exiting data will display improperly. > -Original Message- > From: Joe > To: arslist > Sent: Thu, Jul 19, 2012 9:03 am > Subject: Custom status in Incident Mgmt > > We are looking to add a custom status in Incident Management. > Currently Statuses: > New > Assigned > In Progress > Pending > Resolved > Closed > Cancelled > > Would like to add another status called "transfered". > > > New > Assigned > In Progress > Pending > Resolved > Transfered > Closed > Cancelled > > What impact would this have? > > Multi-tendency (can we do it for just one company?) > > Windows, SQL Server05, ITSM 7.0.03 > > Thank you > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" > > _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ -- Rebecca Boyd Application Administrator Wake Forest University ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Re: Custom status in Incident Mgmt
Don't do it - it will create too many headaches. Create a custom field to handle instead. Regards, Andrew C. Goodall Software Engineer Development Services ago...@jcpenney.com jcpenney 6501 Legacy Drive Plano, TX 75024 jcp.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@arslist.org] On Behalf Of Joe Sent: Thursday, July 19, 2012 8:04 AM To: arslist@arslist.org Subject: Custom status in Incident Mgmt We are looking to add a custom status in Incident Management. Currently Statuses: New Assigned In Progress Pending Resolved Closed Cancelled Would like to add another status called "transfered". New Assigned In Progress Pending Resolved Transfered Closed Cancelled What impact would this have? Multi-tendency (can we do it for just one company?) Windows, SQL Server05, ITSM 7.0.03 Thank you ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Re: Custom status in Incident Mgmt
Status is a selection filed so you cannot do it for one company. Also it store sequential values 0-1-2-3-4 so it will need to be added as the last value or all exiting data will display improperly. -Original Message- From: Joe To: arslist Sent: Thu, Jul 19, 2012 9:03 am Subject: Custom status in Incident Mgmt We are looking to add a custom status in Incident Management. Currently Statuses: New Assigned In Progress Pending Resolved Closed Cancelled Would like to add another status called "transfered". New Assigned In Progress Pending Resolved Transfered Closed Cancelled What impact would this have? Multi-tendency (can we do it for just one company?) Windows, SQL Server05, ITSM 7.0.03 Thank you ___ 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"
Custom status in Incident Mgmt
We are looking to add a custom status in Incident Management. Currently Statuses: New Assigned In Progress Pending Resolved Closed Cancelled Would like to add another status called "transfered". New Assigned In Progress Pending Resolved Transfered Closed Cancelled What impact would this have? Multi-tendency (can we do it for just one company?) Windows, SQL Server05, ITSM 7.0.03 Thank you ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
