Re: Status Reason Selection Code
this needs to be made data driven, many customers prefer adding more values and we end up doing customizations :( -Karthik On 4 October 2012 06:58, Simon Ellis simon.el...@telecom.co.nz wrote: ** There’s an RFE (SW00291675) logged with BMC to make this a data driven process which is suppose to illuminate the need to do this… might be worth checking it out. ** ** *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Ahmed Sauga *Sent:* Wednesday, 3 October 2012 9:30 a.m. *To:* arslist@ARSLIST.ORG *Subject:* Status Reason Selection Code ** ** ** Hello Everyone. Having an issue customizing the status reason. I am adding additional values to it on the HPD:Help Desk Form. I have added the values in status_reason_hideen field. I have added the values to the SYS:Status Reason Menu Item. However, the Selection code on SYS:Status Reason Menu Item has been greyed out and blank; i cannot modify it. When i save the new value in this form, it also does not generate automatically. I recently made the same change to WOI:WorkOrder and it worked as expected. Why is the selection code greyed out? Any assistance would be appreciated. _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _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: Status Reason Selection Code
It would also help if the status reason fields were audited - that's another customisation to be done. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Karthik Sent: 04 October 2012 07:09 To: arslist@ARSLIST.ORG Subject: Re: Status Reason Selection Code ** this needs to be made data driven, many customers prefer adding more values and we end up doing customizations :( -Karthik On 4 October 2012 06:58, Simon Ellis simon.el...@telecom.co.nz wrote: ** There's an RFE (SW00291675) logged with BMC to make this a data driven process which is suppose to illuminate the need to do this. might be worth checking it out. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Ahmed Sauga Sent: Wednesday, 3 October 2012 9:30 a.m. To: arslist@ARSLIST.ORG Subject: Status Reason Selection Code ** Hello Everyone. Having an issue customizing the status reason. I am adding additional values to it on the HPD:Help Desk Form. I have added the values in status_reason_hideen field. I have added the values to the SYS:Status Reason Menu Item. However, the Selection code on SYS:Status Reason Menu Item has been greyed out and blank; i cannot modify it. When i save the new value in this form, it also does not generate automatically. I recently made the same change to WOI:WorkOrder and it worked as expected. Why is the selection code greyed out? Any assistance would be appreciated. _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _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: Status Reason Selection Code (UNCLASSIFIED)
UNCLASSIFIED I ran into the same problem myself when trying to add an additional value. These are the steps that support told me to use and it worked: When you get to the SYS:Status Reason Menu for do a search for the HPD:HelpDesk under Form Name, The Status value you are looking to add extra values to in the Character Field Value field and do a search. Look over all entries keeping an eye on the Menu Order 1 field and Selection Code filed as these two fields are unique. Select the last record and press Ctrl + T, all values are copied to a new record where the Selection Code and Menu Order and now editable. Change those values to a unique value. Hope this helps. V/R, Sue Jackson UNCLASSIFIED ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Status Reason Selection Code
Hi, This can be achieved as follows. The Selection code cannot be modified later hence it is grayed out. The status reason selection code is not generated automatically, it has to be entered manually. Besides this selection code must match with the ID of menu item in the hidden field Status_Reason_Hidden. That means, if the custom status reason has got id as 20001 in Status_Reason_Hidden then the value of selection code for that status reason in the SYS:Status Reason Menu Item must be 20001. When selecting the status, the workflow checks for two things Firstly, status name added to status reason hidden field is present in the form SYS:Status Reason Menu Item or not. Secondly the id of the menu item matches with the selection code or not To solve the given issue the entry must be deleted (as selection code cannot be modified later) a new entry must be created with same name as added in the status reason hidden field and selection code as ID in the status reason hidden field. HTH -- Regards, Abhilash Vyom Labs Pvt. Ltd. BSM Solutions Services || ITIL Consulting Training Email: mailto:i...@vyomlabs.com i...@vyomlabs.com || Web Site: http://www.vyomlabs.com www.vyomlabs.com Follow Vyom Labs http://twitter.com/#!/vyomlabs http://twitter.com/#!/vyomlabs || http://www.linkedin.com/company/vyom-labs http://www.linkedin.com/company/vyom-labs From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Ahmed Sauga Sent: Wednesday, October 03, 2012 2:00 AM To: arslist@ARSLIST.ORG Subject: Status Reason Selection Code ** Hello Everyone. Having an issue customizing the status reason. I am adding additional values to it on the HPD:Help Desk Form. I have added the values in status_reason_hideen field. I have added the values to the SYS:Status Reason Menu Item. However, the Selection code on SYS:Status Reason Menu Item has been greyed out and blank; i cannot modify it. When i save the new value in this form, it also does not generate automatically. I recently made the same change to WOI:WorkOrder and it worked as expected. Why is the selection code greyed out? Any assistance would be appreciated. _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: Status Reason Selection Code
That status reason is shared with other status selections. So when you change the status the status reason gets cleared out on some status changea. For example In Progress has no status reason. If there was a status reason there selected previously it will get cleared. Also be carefull because i have noticed that the newly selected status reason gets carried over for example when you close a ticket and it is not a valid status reason. On Oct 2, 2012, at 4:29 PM, Ahmed Sauga ahmed.sa...@gmail.com wrote: ** Hello Everyone. Having an issue customizing the status reason. I am adding additional values to it on the HPD:Help Desk Form. I have added the values in status_reason_hideen field. I have added the values to the SYS:Status Reason Menu Item. However, the Selection code on SYS:Status Reason Menu Item has been greyed out and blank; i cannot modify it. When i save the new value in this form, it also does not generate automatically. I recently made the same change to WOI:WorkOrder and it worked as expected. Why is the selection code greyed out? Any assistance would be appreciated. _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
