Solved: RE: preventing a help desk ticket to be closed when task are open.
Title: Solved: RE: preventing a help desk ticket to be closed when task are open.
**
Thank for all your help.
Here is what I did after all.
I hope this will help out some else down the road.
Created 2 filters
Filter 1 (Modify)
Run if: 'Status' = Resolved
Set fields: (Read from CHG:Task)
Set Field if: $Case ID+$ = 'Change ID+' AND 'Status Closed
If No Request Match: Set Fields to $NULL$
If Multiple Request Match: Use First Matching Request
Fields
Name: Check Task (Field I added to HPD:Help Desk)
Value: $Status$
Filter 2 (Modify)
Run if: 'Check Task' 1+ $NULL$ AND 'Status = Resolved
Message: All tasks associated to this SR have been closed. (Warning)
Set Fields
Name: Status
Value: Work In Progress
Name: Closure Code
Value: $NULL$
Dan Caissie
Remedy Administrator / Developer
United Natural Foods, Inc
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of William Rentfrow
Sent: Friday, July 28, 2006 3:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: preventing a help desk ticket to be closed when task are open.
If it works for you - I think it's great!
I would probably use an error message instead of a warning to prevent the save - but that's just my bias. Yours will save after the warning and there's certainly a case to be made for that approach too.
William Rentfrow
Principal Consultant, StrataCom
[EMAIL PROTECTED]
O 952-432-0227
C 701-306-6157
-Original Message-
From: Action Request System discussion list(ARSList) on behalf of Dan Caissie
Sent: Fri 7/28/2006 2:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: preventing a help desk ticket to be closed when task are open.
**
Ok this is what I did a little different.
What do you think?
Active Link: HPD:HPD-Check forAllTaskAreClosed
Form name= HPD:HelpDesk
Execute on= Modify/Menu/Row Choice
Run If= ('Status' = Resolved) AND ('colStatus' != Closed)
If Action="">
Message= All task are not closed. (Warning)
Set Fields= Status = Work In Progress Closure Code = $NULL$
Dan Caissie
Remedy Administrator / Developer
United Natural Foods, Inc
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso
Sent: Thursday, July 27, 2006 1:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: preventing a help desk ticket to be closed when task are open.
** 1. Create a filter that does a set fields action looking for any tasks with that HD tickets ID that are less than closed. Save the result in a temp field. Thsi will run of the HSD ticket status is changing to Closed.
2. Create another filter that checks the Temp field and if it is not null then pop and error message that says there are tasks still open.
On 7/27/06, William Rentfrow [EMAIL PROTECTED] wrote:
Add a field to the task that is HD Status - just copy the field right off of the HD form.
Add 1 piece of workflow that always pushes the HD status to the tasks on modify.
Add 1 piece of workflow that generates an error (and prevents closure) if the HD status = Resolved and the Task status Resolved.
William Rentfrow
Principal Consultant, StrataCom
[EMAIL PROTECTED]
O 952-432-0227
C 701-306-6157
-Original Message-
From: Action Request System discussion list(ARSList) on behalf of Dan Caissie
Sent: Thu 7/27/2006 12:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: preventing a help desk ticket to be closed when task are open.
**
Sorry about that ITSM Help Desk
Dan Caissie
Remedy Administrator / Developer
United Natural Foods, Inc
260 Lake rd
Dayville, CT 06241
(860) 779-2800
Ext: 32380
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso
Sent: Thursday, July 27, 2006 1:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: preventing a help desk ticket to be closed when task are open.
** This is ITSM Help or your own help desk application?
On 7/27/06, Dan Caissie [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] wrote:
I am trying to make it so a help desk ticket can not be closed is there are
and open child task attached to it.
I'd like to hear your take on this.
AR 6.3
SQL 2003
Windows Server 2003
Thanks,
Dan
___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org http://www.wwrug.org
--
Frank Caruso
Specific Integration, Inc.
Senior Remedy Engineer
www.specificintegration.com
703-376-1249 __20060125___This posting was submitted with HTML in it___
__20060125___This posting was submitted with HTML in it___
___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
--
Frank Caruso
Specific Integration, Inc.
Senior Remedy Engineer
Re: preventing a help desk ticket to be closed when task are open.
** Ok this is what I did a little different. What do you think? Active Link: HPD:HPD-Check forAllTaskAreClosed Form name= HPD:HelpDesk Execute on= Modify/Menu/Row Choice Run If= (Status = Resolved) AND (colStatus != Closed) If Action=""> Message= All task are not closed. (Warning) Set Fields= Status = Work In Progress Closure Code = $NULL$ Dan Caissie Remedy Administrator / Developer United Natural Foods, Inc From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso Sent: Thursday, July 27, 2006 1:22 PM To: arslist@ARSLIST.ORG Subject: Re: preventing a help desk ticket to be closed when task are open. ** 1. Create a filter that does a set fields action looking for any tasks with that HD tickets ID that are less than closed. Save the result in a temp field. Thsi will run of the HSD ticket status is changing to Closed. 2. Create another filter that checks the Temp field and if it is not null then pop and error message that says there are tasks still open. On 7/27/06, William Rentfrow [EMAIL PROTECTED] wrote: Add a field to the task that is HD Status - just copy the field right off of the HD form. Add 1 piece of workflow that always pushes the HD status to the tasks on modify. Add 1 piece of workflow that generates an error (and prevents closure) if the HD status = Resolved and the Task status Resolved. William Rentfrow Principal Consultant, StrataCom [EMAIL PROTECTED] O 952-432-0227 C 701-306-6157 -Original Message- From: Action Request System discussion list(ARSList) on behalf of Dan Caissie Sent: Thu 7/27/2006 12:04 PM To: arslist@ARSLIST.ORG Subject: Re: preventing a help desk ticket to be closed when task are open. ** Sorry about that ITSM Help Desk Dan Caissie Remedy Administrator / Developer United Natural Foods, Inc 260 Lake rd Dayville, CT 06241 (860) 779-2800 Ext: 32380 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso Sent: Thursday, July 27, 2006 1:02 PM To: arslist@ARSLIST.ORG Subject: Re: preventing a help desk ticket to be closed when task are open. ** This is ITSM Help or your own help desk application? On 7/27/06, Dan Caissie [EMAIL PROTECTED] wrote: I am trying to make it so a help desk ticket can not be closed is there are and open child task attached to it. I'd like to hear your take on this. AR 6.3 SQL 2003 Windows Server 2003 Thanks, Dan ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org -- Frank Caruso Specific Integration, Inc. Senior Remedy Engineer www.specificintegration.com 703-376-1249 __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org -- Frank Caruso Specific Integration, Inc. Senior Remedy Engineer www.specificintegration.com 703-376-1249 __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___
Re: preventing a help desk ticket to be closed when task are open.
If it works for you - I think it's great!
I would probably use an error message instead of a warning to prevent the save
- but that's just my bias. Yours will save after the warning and there's
certainly a case to be made for that approach too.
William Rentfrow
Principal Consultant, StrataCom
[EMAIL PROTECTED]
O 952-432-0227
C 701-306-6157
-Original Message-
From: Action Request System discussion list(ARSList) on behalf of Dan Caissie
Sent: Fri 7/28/2006 2:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: preventing a help desk ticket to be closed when task are open.
**
Ok this is what I did a little different.
What do you think?
Active Link: HPD:HPD-Check forAllTaskAreClosed
Form name= HPD:HelpDesk
Execute on= Modify/Menu/Row Choice
Run If= ('Status' = Resolved) AND ('colStatus' != Closed)
If Action=
Message= All task are not closed. (Warning)
Set Fields= Status = Work In Progress Closure Code = $NULL$
Dan Caissie
Remedy Administrator / Developer
United Natural Foods, Inc
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Frank Caruso
Sent: Thursday, July 27, 2006 1:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: preventing a help desk ticket to be closed when task are open.
** 1. Create a filter that does a set fields action looking for any tasks with
that HD tickets ID that are less than closed. Save the result in a temp field.
Thsi will run of the HSD ticket status is changing to Closed.
2. Create another filter that checks the Temp field and if it is not null then
pop and error message that says there are tasks still open.
On 7/27/06, William Rentfrow [EMAIL PROTECTED] wrote:
Add a field to the task that is HD Status - just copy the field right off of
the HD form.
Add 1 piece of workflow that always pushes the HD status to the tasks on modify.
Add 1 piece of workflow that generates an error (and prevents closure) if the
HD status = Resolved and the Task status Resolved.
William Rentfrow
Principal Consultant, StrataCom
[EMAIL PROTECTED]
O 952-432-0227
C 701-306-6157
-Original Message-
From: Action Request System discussion list(ARSList) on behalf of Dan Caissie
Sent: Thu 7/27/2006 12:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: preventing a help desk ticket to be closed when task are open.
**
Sorry about that ITSM Help Desk
Dan Caissie
Remedy Administrator / Developer
United Natural Foods, Inc
260 Lake rd
Dayville, CT 06241
(860) 779-2800
Ext: 32380
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Frank Caruso
Sent: Thursday, July 27, 2006 1:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: preventing a help desk ticket to be closed when task are open.
** This is ITSM Help or your own help desk application?
On 7/27/06, Dan Caissie [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] wrote:
I am trying to make it so a help desk ticket can not be closed is there are
and open child task attached to it.
I'd like to hear your take on this.
AR 6.3
SQL 2003
Windows Server 2003
Thanks,
Dan
___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
http://www.wwrug.org
--
Frank Caruso
Specific Integration, Inc.
Senior Remedy Engineer
www.specificintegration.com
703-376-1249 __20060125___This posting was submitted with
HTML in it___
__20060125___This posting was submitted with HTML in it___
___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
--
Frank Caruso
Specific Integration, Inc.
Senior Remedy Engineer
www.specificintegration.com
703-376-1249 __20060125___This posting was submitted with
HTML in it___
__20060125___This posting was submitted with HTML in it___
___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: preventing a help desk ticket to be closed when task are open.
** This is ITSM Help or your own help desk application?On 7/27/06, Dan Caissie [EMAIL PROTECTED] wrote: I am trying to make it so a help desk ticket can not be closed is there areand open child task attached to it. I'd like to hear your take on this.AR 6.3SQL 2003Windows Server 2003Thanks,Dan___UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org-- Frank CarusoSpecific Integration, Inc.Senior Remedy Engineer www.specificintegration.com703-376-1249 __20060125___This posting was submitted with HTML in it___
Re: preventing a help desk ticket to be closed when task are open.
You could have a display only field that is set with any value if there is an open child ticket. Give the users an error message if the field is not null. HTH, Roger A. Nall OSSNMS Sr. Remedy Administrator/Developer T-Mobile USA Desk: 973-644-3963 Cell: 973-652-6723 FAX: 973-490-3296 sf49fanv AIM IM RogerNall Yahoo IM -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Dan Caissie Sent: Thursday, July 27, 2006 12:58 PM To: arslist@ARSLIST.ORG Subject: preventing a help desk ticket to be closed when task are open. I am trying to make it so a help desk ticket can not be closed is there are and open child task attached to it. I'd like to hear your take on this. AR 6.3 SQL 2003 Windows Server 2003 Thanks, Dan ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: preventing a help desk ticket to be closed when task are open.
** Sorry about that ITSM Help Desk Dan Caissie Remedy Administrator / Developer United Natural Foods, Inc 260 Lake rd Dayville, CT 06241 (860) 779-2800 Ext: 32380 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso Sent: Thursday, July 27, 2006 1:02 PM To: arslist@ARSLIST.ORG Subject: Re: preventing a help desk ticket to be closed when task are open. ** This is ITSM Help or your own help desk application? On 7/27/06, Dan Caissie [EMAIL PROTECTED] wrote: I am trying to make it so a help desk ticket can not be closed is there are and open child task attached to it. I'd like to hear your take on this. AR 6.3 SQL 2003 Windows Server 2003 Thanks, Dan ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org -- Frank Caruso Specific Integration, Inc. Senior Remedy Engineer www.specificintegration.com 703-376-1249 __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___
Re: preventing a help desk ticket to be closed when task are open.
Add a field to the task that is HD Status - just copy the field right off of the HD form. Add 1 piece of workflow that always pushes the HD status to the tasks on modify. Add 1 piece of workflow that generates an error (and prevents closure) if the HD status = Resolved and the Task status Resolved. William Rentfrow Principal Consultant, StrataCom [EMAIL PROTECTED] O 952-432-0227 C 701-306-6157 -Original Message- From: Action Request System discussion list(ARSList) on behalf of Dan Caissie Sent: Thu 7/27/2006 12:04 PM To: arslist@ARSLIST.ORG Subject: Re: preventing a help desk ticket to be closed when task are open. ** Sorry about that ITSM Help Desk Dan Caissie Remedy Administrator / Developer United Natural Foods, Inc 260 Lake rd Dayville, CT 06241 (860) 779-2800 Ext: 32380 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Frank Caruso Sent: Thursday, July 27, 2006 1:02 PM To: arslist@ARSLIST.ORG Subject: Re: preventing a help desk ticket to be closed when task are open. ** This is ITSM Help or your own help desk application? On 7/27/06, Dan Caissie [EMAIL PROTECTED] wrote: I am trying to make it so a help desk ticket can not be closed is there are and open child task attached to it. I'd like to hear your take on this. AR 6.3 SQL 2003 Windows Server 2003 Thanks, Dan ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org -- Frank Caruso Specific Integration, Inc. Senior Remedy Engineer www.specificintegration.com 703-376-1249 __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: preventing a help desk ticket to be closed when task are open.
** 1. Create a filter that does a set fields action looking for any tasks with that HD tickets ID that are less than closed. Save the result in a temp field. Thsi will run of the HSD ticket status is changing to Closed.2. Create another filter that checks the Temp field and if it is not null then pop and error message that says there are tasks still open. On 7/27/06, William Rentfrow [EMAIL PROTECTED] wrote: Add a field to the task that is HD Status - just copy the field right off of the HD form.Add 1 piece of workflow that always pushes the HD status to the tasks on modify.Add 1 piece of workflow that generates an error (and prevents closure) if the HD status = Resolved and the Task status Resolved. William RentfrowPrincipal Consultant, StrataCom[EMAIL PROTECTED]O 952-432-0227C 701-306-6157-Original Message-From: Action Request System discussion list(ARSList) on behalf of Dan Caissie Sent: Thu 7/27/2006 12:04 PMTo: arslist@ARSLIST.ORGSubject: Re: preventing a help desk ticket to be closed when task are open.**Sorry about that ITSM Help Desk Dan CaissieRemedy Administrator / DeveloperUnited Natural Foods, Inc260 Lake rdDayville, CT 06241(860) 779-2800Ext: 32380 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Frank CarusoSent: Thursday, July 27, 2006 1:02 PMTo: arslist@ARSLIST.ORGSubject: Re: preventing a help desk ticket to be closed when task are open.** This is ITSM Help or your own help desk application?On 7/27/06, Dan Caissie [EMAIL PROTECTED] wrote:I am trying to make it so a help desk ticket can not be closed is there areand open child task attached to it.I'd like to hear your take on this.AR 6.3SQL 2003 Windows Server 2003Thanks,Dan___UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org --Frank CarusoSpecific Integration, Inc.Senior Remedy Engineerwww.specificintegration.com703-376-1249 __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it__UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org-- Frank CarusoSpecific Integration, Inc.Senior Remedy Engineerwww.specificintegration.com 703-376-1249 __20060125___This posting was submitted with HTML in it___
