Re: needs immediate help on this query....
Since you want to prevent creation of tickets in a closed status you can create
a filter that runs on Submit only with a run-if of 'Status' = Closed.
Sometimes it is easier to have separate filters for Submit and for Modify
Fred
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Gerard Lafontant
Sent: Friday, May 20, 2011 12:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: needs immediate help on this query
**
Thanks Mark,
the organization is big on filter.
i tried your query, it's still not allowing me to create without the next
workflow forcing it into a Resolution state.
Here's the plan:
User have found a way to create and close ticket with Status=Closed as way
to avoid completing additional (Resolution Prod Tier's) fields with the
Status=Resolved. It works on preventing user to do so on existing/modifying
ticket, however, it does not work on new ticket. Now i'm trying to do is to
stop all users from creating ticket with 'Closed' status which allows them to
close ticket w/o completing the Resolution and additional fields.
On Fri, May 20, 2011 at 12:49 PM, Brittain, Mark mbritt...@navisite.com wrote:
Basically, i'm forcing user to keep away from using 'Closed' Status resolution
and push them to use the 'Resolved' status upon closing a ticket.
First off, couldn't you use an active link that changes to Resolved if Closed
is selected?
If you go with a filter I would suggest using ('DB.Status' != 'Status') AND
('Status' = 'Closed)
This is doing the same thing as described below but IMHO is cleaner. Also if
you added a status value later you would not have to go back and update this
filter.
FYI
Mark
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of patchsk
Sent: Friday, May 20, 2011 12:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: needs immediate help on this query
Try this:
(($OPERATION$ = SET AND (('DB.Status' Resolved) OR ('DB.Status'
= Cancelled)))
OR ($OPERATION$ = CREATE) ) AND ('Status' = Closed)
On May 20, 10:59 am, Gerard Lafontant gelaf...@gmail.com wrote:
All,
Can anyone tell me what am i missing or is wrong from this query that's
causing the filter not to fire (by pass) on new request; and only fires on
modified existing request. Basically, i'm forcing user to keep away from
using 'Closed' Status resolution and push them to use the 'Resolved' status
upon closing a ticket.
(('DB.Status' Resolved) OR ('DB.Status' = Cancelled)) AND ('Status'
= Closed)
Status Value Order:
New=0
Assigned=1
In Progress=2
Pending=3
Resolved=4
Closed=5
Cancelled=6
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Re: needs immediate help on this query....
There is no DB.Status yet on new? Maybe add some 'on create' logic?
Mark
Mark Blankenship
Business Analyst
Office of Information Management Analysis
The University of Texas at Austin
(512)475-7820
m...@austin.utexas.edumailto:m...@austin.utexas.edu
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Gerard Lafontant
Sent: Friday, May 20, 2011 10:59 AM
To: arslist@ARSLIST.ORG
Subject: needs immediate help on this query
** All,
Can anyone tell me what am i missing or is wrong from this query that's causing
the filter not to fire (by pass) on new request; and only fires on modified
existing request. Basically, i'm forcing user to keep away from using 'Closed'
Status resolution and push them to use the 'Resolved' status upon closing a
ticket.
(('DB.Status' Resolved) OR ('DB.Status' = Cancelled)) AND ('Status' =
Closed)
Status Value Order:
New=0
Assigned=1
In Progress=2
Pending=3
Resolved=4
Closed=5
Cancelled=6 _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where
the Answers Are_
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Re: needs immediate help on this query....
Hi Gerard,
Since it is a new request, the DB.Status is NULL. I would make the Run If be:
(('DB.Status' Resolved) OR ('DB.Status' = Cancelled) OR ('DB.Status' =
$NULL$)) AND ('Status' = Closed)
Hope this fixes it. Thanks!
Greg
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Gerard Lafontant
Sent: Friday, May 20, 2011 10:59 AM
To: arslist@ARSLIST.ORG
Subject: needs immediate help on this query
** All,
Can anyone tell me what am i missing or is wrong from this query that's causing
the filter not to fire (by pass) on new request; and only fires on modified
existing request. Basically, i'm forcing user to keep away from using 'Closed'
Status resolution and push them to use the 'Resolved' status upon closing a
ticket.
(('DB.Status' Resolved) OR ('DB.Status' = Cancelled)) AND ('Status' =
Closed)
Status Value Order:
New=0
Assigned=1
In Progress=2
Pending=3
Resolved=4
Closed=5
Cancelled=6 _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_
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Re: needs immediate help on this query....
Mark is correct - I think you need to add a 'DB.Status' = null into your
criteria - as on submit the db status won't contain a value.
Regards,
Andrew Goodall
Software Engineer 2 | Development Services | jcpenney . www.jcp.com
http://www.jcp.com/
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Gerard Lafontant
Sent: Friday, May 20, 2011 10:59 AM
To: arslist@ARSLIST.ORG
Subject: needs immediate help on this query
** All,
Can anyone tell me what am i missing or is wrong from this query that's
causing the filter not to fire (by pass) on new request; and only fires
on modified existing request. Basically, i'm forcing user to keep away
from using 'Closed' Status resolution and push them to use the
'Resolved' status upon closing a ticket.
(('DB.Status' Resolved) OR ('DB.Status' = Cancelled)) AND
('Status' = Closed)
Status Value Order:
New=0
Assigned=1
In Progress=2
Pending=3
Resolved=4
Closed=5
Cancelled=6 _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers
Are_
/prefont face=monospacesize=-3brThe information transmitted is
intended only for the person or entity to which it is addressed and brmay
contain confidential and/or privileged material. If the reader of this message
is not the intendedbrrecipient, you are hereby notified that your access is
unauthorized, and any review, dissemination,brdistribution or copying of this
message including any attachments is strictly prohibited. If you are
notbrthe intended recipient, please contact the sender and delete the
material from any computer.brpre
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Re: needs immediate help on this query....
Thank you Greg,
that didnt seem to remedy the issue. Error fires up on any status now...
On Fri, May 20, 2011 at 12:03 PM, Greg Donalson cdonal...@slb.com wrote:
**
Hi Gerard,
Since it is a new request, the DB.Status is NULL. I would make the Run If
be: (('DB.Status' Resolved) OR ('DB.Status' = Cancelled) OR
(‘DB.Status’ = $NULL$)) AND ('Status' = Closed)
Hope this fixes it. Thanks!
Greg
*From:* Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG] *On Behalf Of *Gerard Lafontant
*Sent:* Friday, May 20, 2011 10:59 AM
*To:* arslist@ARSLIST.ORG
*Subject:* needs immediate help on this query
** All,
Can anyone tell me what am i missing or is wrong from this query that's
causing the filter not to fire (by pass) on new request; and only fires on
modified existing request. Basically, i'm forcing user to keep away from
using 'Closed' Status resolution and push them to use the 'Resolved' status
upon closing a ticket.
(('DB.Status' Resolved) OR ('DB.Status' = Cancelled)) AND ('Status' =
Closed)
Status Value Order:
New=0
Assigned=1
In Progress=2
Pending=3
Resolved=4
Closed=5
Cancelled=6 _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers
Are_
_attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_
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Re: needs immediate help on this query....
Try this:
(($OPERATION$ = SET AND (('DB.Status' Resolved) OR ('DB.Status'
= Cancelled)))
OR ($OPERATION$ = CREATE) ) AND ('Status' = Closed)
On May 20, 10:59 am, Gerard Lafontant gelaf...@gmail.com wrote:
All,
Can anyone tell me what am i missing or is wrong from this query that's
causing the filter not to fire (by pass) on new request; and only fires on
modified existing request. Basically, i'm forcing user to keep away from
using 'Closed' Status resolution and push them to use the 'Resolved' status
upon closing a ticket.
(('DB.Status' Resolved) OR ('DB.Status' = Cancelled)) AND ('Status'
= Closed)
Status Value Order:
New=0
Assigned=1
In Progress=2
Pending=3
Resolved=4
Closed=5
Cancelled=6
___
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Re: needs immediate help on this query....
Basically, i'm forcing user to keep away from using 'Closed' Status resolution
and push them to use the 'Resolved' status upon closing a ticket.
First off, couldn't you use an active link that changes to Resolved if Closed
is selected?
If you go with a filter I would suggest using ('DB.Status' != 'Status') AND
('Status' = 'Closed)
This is doing the same thing as described below but IMHO is cleaner. Also if
you added a status value later you would not have to go back and update this
filter.
FYI
Mark
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of patchsk
Sent: Friday, May 20, 2011 12:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: needs immediate help on this query
Try this:
(($OPERATION$ = SET AND (('DB.Status' Resolved) OR ('DB.Status'
= Cancelled)))
OR ($OPERATION$ = CREATE) ) AND ('Status' = Closed)
On May 20, 10:59 am, Gerard Lafontant gelaf...@gmail.com wrote:
All,
Can anyone tell me what am i missing or is wrong from this query that's
causing the filter not to fire (by pass) on new request; and only fires on
modified existing request. Basically, i'm forcing user to keep away from
using 'Closed' Status resolution and push them to use the 'Resolved' status
upon closing a ticket.
(('DB.Status' Resolved) OR ('DB.Status' = Cancelled)) AND ('Status'
= Closed)
Status Value Order:
New=0
Assigned=1
In Progress=2
Pending=3
Resolved=4
Closed=5
Cancelled=6
___
UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org
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privileged, confidential, or otherwise protected from disclosure. Distribution
or copying of this e-mail, or the information contained herein, to anyone other
than the intended recipient is prohibited.
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Re: needs immediate help on this query....
If this is for an ITSM record, is there a reason you can't just change
the config in the SYS:Status Transition Rules form?
Regards,
Andrew Goodall
Software Engineer 2 | Development Services | jcpenney . www.jcp.com
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Friday, May 20, 2011 11:49 AM
To: arslist@ARSLIST.ORG
Subject: Re: needs immediate help on this query
Basically, i'm forcing user to keep away from using 'Closed' Status
resolution and push them to use the 'Resolved' status upon closing a
ticket.
First off, couldn't you use an active link that changes to Resolved if
Closed is selected?
If you go with a filter I would suggest using ('DB.Status' != 'Status')
AND ('Status' = 'Closed)
This is doing the same thing as described below but IMHO is cleaner.
Also if you added a status value later you would not have to go back and
update this filter.
FYI
Mark
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of patchsk
Sent: Friday, May 20, 2011 12:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: needs immediate help on this query
Try this:
(($OPERATION$ = SET AND (('DB.Status' Resolved) OR ('DB.Status'
= Cancelled)))
OR ($OPERATION$ = CREATE) ) AND ('Status' = Closed)
On May 20, 10:59 am, Gerard Lafontant gelaf...@gmail.com wrote:
All,
Can anyone tell me what am i missing or is wrong from this query
that's
causing the filter not to fire (by pass) on new request; and only
fires on
modified existing request. Basically, i'm forcing user to keep away
from
using 'Closed' Status resolution and push them to use the 'Resolved'
status
upon closing a ticket.
(('DB.Status' Resolved) OR ('DB.Status' = Cancelled)) AND
('Status'
= Closed)
Status Value Order:
New=0
Assigned=1
In Progress=2
Pending=3
Resolved=4
Closed=5
Cancelled=6
___
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This e-mail is the property of NaviSite, Inc. It is intended only for
the person or entity to which it is addressed and may contain
information that is privileged, confidential, or otherwise protected
from disclosure. Distribution or copying of this e-mail, or the
information contained herein, to anyone other than the intended
recipient is prohibited.
___
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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
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computer.
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Re: needs immediate help on this query....
Thanks Mark,
the organization is big on filter.
i tried your query, it's still not allowing me to create without the next
workflow forcing it into a Resolution state.
Here's the plan:
User have found a way to create and close ticket with Status=Closed as way
to avoid completing additional (Resolution Prod Tier's) fields with the
Status=Resolved. It works on preventing user to do so on existing/modifying
ticket, however, it does not work on new ticket. Now i'm trying to do is to
stop all users from creating ticket with 'Closed' status which allows them
to close ticket w/o completing the Resolution and additional fields.
On Fri, May 20, 2011 at 12:49 PM, Brittain, Mark mbritt...@navisite.comwrote:
Basically, i'm forcing user to keep away from using 'Closed' Status
resolution and push them to use the 'Resolved' status upon closing a
ticket.
First off, couldn't you use an active link that changes to Resolved if
Closed is selected?
If you go with a filter I would suggest using ('DB.Status' != 'Status') AND
('Status' = 'Closed)
This is doing the same thing as described below but IMHO is cleaner. Also
if you added a status value later you would not have to go back and update
this filter.
FYI
Mark
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG] On Behalf Of patchsk
Sent: Friday, May 20, 2011 12:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: needs immediate help on this query
Try this:
(($OPERATION$ = SET AND (('DB.Status' Resolved) OR ('DB.Status'
= Cancelled)))
OR ($OPERATION$ = CREATE) ) AND ('Status' = Closed)
On May 20, 10:59 am, Gerard Lafontant gelaf...@gmail.com wrote:
All,
Can anyone tell me what am i missing or is wrong from this query that's
causing the filter not to fire (by pass) on new request; and only fires
on
modified existing request. Basically, i'm forcing user to keep away from
using 'Closed' Status resolution and push them to use the 'Resolved'
status
upon closing a ticket.
(('DB.Status' Resolved) OR ('DB.Status' = Cancelled)) AND ('Status'
= Closed)
Status Value Order:
New=0
Assigned=1
In Progress=2
Pending=3
Resolved=4
Closed=5
Cancelled=6
___
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person or entity to which it is addressed and may contain information that
is privileged, confidential, or otherwise protected from disclosure.
Distribution or copying of this e-mail, or the information contained herein,
to anyone other than the intended recipient is prohibited.
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