Re: Status Reasons for Assigned and In Progress Statuses
Hi sorry for the delay.
My recommendation is to change the filter adding the status where you added the
status reasons to the list of exceptions. I mean, add:
AND ('Status' != "Assigned")
To the qualification.
If you don't want to edit the OOTB filter, then you can add two filters using a
jumping technique. Locate a z1d_char field the is free at this execution order.
You can select the field a look the relationships to see which filters use
them. check the z1d char20, for instance
And the add a filter just before this, if status is assigned and status reason
is not null then copy the status reason to the z chart else set the Z char to
null
And just after the ootb filter another filter
If z char is not null then copy the z char to both the status reason and z
status reason.
Jose Huerta
theremedyforit.com
El 10/10/2012, a las 20:02, "Cecil, Ken" escribió:
> **
> Thank you for your response Swanand.
>
> It is not custom workflow that is resetting the status reason to null. It is
> an OOB filter related to release SLA and OLA hold.
>
> The filter is HPD:INC:ClearStatusReason_210
>
> Qualifications:
> ('Status' != "Pending") AND ('Status' != "Resolved") AND ('Status' !=
> "Closed") AND ('Status' != "Cancelled") AND ('Status_Reason' != $NULL$)
>
> Actions:
> ‘OLA Hold’ = “NO”
> ‘z1D_Status_Reason’ = $NULL$
> ‘SLA Hold’ = “NO”
> ‘Status_Reason’ = $NULL$
>
> So you see it is only when Assigned or in Progress. I am wondering if I just
> have it set SLA and OLA Hold to No if that will be safe. I don’t want to
> screw up the SLA’s. I’ll have to do some more testing. Anyone else run across
> this?
>
>
> Ken.
>
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of swanand deshpande
> Sent: Tuesday, October 09, 2012 5:37 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Status Reasons for Assigned and In Progress Statuses
>
> ** Ken,
>
> We too are doing similar type of functionality but we did not face the issue
> you are facing. Hope there aren't any custom workflows you had developed
> earlier causing it set to null. I would suggest you to take filter and active
> link log and then check.
>
> Hope you have flushed the midtier cache after performing the change.
>
> Thanks,
> Swanand
>
> On Tue, Oct 9, 2012 at 3:53 PM, Cecil, Ken wrote:
> Sean,
>
> Thank you for your response. However, that is exactly what I did... I have
> previously added Status Reasons to the Pending Status so I know you need to
> add the data and modify the hidden Status_Reason field on the form.
>
> As I had said, what is happening is that if the Status is either Assigned or
> In Progress, the ' z1D_Status_Reason' and 'Status_Reason' are getting set to
> null upon save (filter).
>
> Is there a good reason that these filters are doing this? Has anyone else
> used Status Reasons for the Assigned and/or In Progress statuses?
>
>
> Ken.
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Garrison, Sean (Norcross)
> Sent: Tuesday, October 09, 2012 4:38 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Status Reasons for Assigned and In Progress Statuses
>
> Status Reason is determined from "SYS:StatusReason Menu Items" where 'Form
> Name' = "HPD:Help Desk". It is status dependent so when the "Status" changes
> you typically need a new "Status Reason" for why it is in that state.
>
> Keep in mind that the field on HPD:Help Desk is a display only field
> (z1D_Status_Reason)( 100881). There is workflow that sets the underlying
> "Status Reason" field. Not only do you have to add it to "SYS:StatusReason
> Menu Items" but you also have to add an entry to the hidden "Status Reason"
> (100150) field on Incidents.
>
> Hope that helps ...
>
> Sean
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken
> Sent: Tuesday, October 09, 2012 12:01 PM
> To: arslist@ARSLIST.ORG
> Subject: Status Reasons for Assigned and In Progress Statuses
>
> ITSM 7.6
>
> On Incident, a customer would like to add several Status Reason menu choices
> associated with the Assigned and In Progress Statuses. They intend to use is
> as a sort of sub-status (for example: In Progress with a Status Reasons of
&g
Re: Status Reasons for Assigned and In Progress Statuses
Sean, Thanks for your response however I don't think you follow what is occurring. > "It is status dependent so when the "Status" changes you typically need a new > "Status Reason" for why it is in that state." I change the status from Pending to Assigned the Status Reason clears (as expected) THEN select one of the new Status Reasons that I created THEN click save. Upon SAVE The status reason is cleared (not as expected) out by a filter related to SLA Hold and OLA Hold. Also, the customer does not own Change Management just Incident and Problem. Also, they do already use Tasks with Incidents. Ken. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Garrison, Sean (Norcross) Sent: Wednesday, October 10, 2012 1:00 PM To: arslist@ARSLIST.ORG Subject: Re: Status Reasons for Assigned and In Progress Statuses The reason it clears it out is because of this: "It is status dependent so when the "Status" changes you typically need a new "Status Reason" for why it is in that state." You are wanting to use it in the opposite way: Which is to use "Status Reason" as the actual status of the ticket. "Analysis, Test, etc.". When out of the box it doesn't work that way. Alternate approaches: Use "Change Management" if your fix to an incident requires something other than a restart. Use "Tasks" with Incident management Sean -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken Sent: Tuesday, October 09, 2012 4:54 PM To: arslist@ARSLIST.ORG Subject: Re: Status Reasons for Assigned and In Progress Statuses Sean, Thank you for your response. However, that is exactly what I did... I have previously added Status Reasons to the Pending Status so I know you need to add the data and modify the hidden Status_Reason field on the form. As I had said, what is happening is that if the Status is either Assigned or In Progress, the ' z1D_Status_Reason' and 'Status_Reason' are getting set to null upon save (filter). Is there a good reason that these filters are doing this? Has anyone else used Status Reasons for the Assigned and/or In Progress statuses? Ken. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Garrison, Sean (Norcross) Sent: Tuesday, October 09, 2012 4:38 PM To: arslist@ARSLIST.ORG Subject: Re: Status Reasons for Assigned and In Progress Statuses Status Reason is determined from "SYS:StatusReason Menu Items" where 'Form Name' = "HPD:Help Desk". It is status dependent so when the "Status" changes you typically need a new "Status Reason" for why it is in that state. Keep in mind that the field on HPD:Help Desk is a display only field (z1D_Status_Reason)( 100881). There is workflow that sets the underlying "Status Reason" field. Not only do you have to add it to "SYS:StatusReason Menu Items" but you also have to add an entry to the hidden "Status Reason" (100150) field on Incidents. Hope that helps ... Sean -Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken Sent: Tuesday, October 09, 2012 12:01 PM To: arslist@ARSLIST.ORG Subject: Status Reasons for Assigned and In Progress Statuses ITSM 7.6 On Incident, a customer would like to add several Status Reason menu choices associated with the Assigned and In Progress Statuses. They intend to use is as a sort of sub-status (for example: In Progress with a Status Reasons of Analysis, Test, Document Prep, etc) I have added the Status Reason menu choices and they show up properly. However, now I see that there are filters that are clearing the field upon save. I plan to disable or work around them. My question is does anybody know no a good reason why I shouldn't do this... why the Status Reason must be cleared out if the Status is either Assigned or In Progress? Has anybody else used the Status Reason with either of those two Statuses? Thanks, Ken. ** This email and any files transmitted with it are confidential and intended solely for the addressee. If you have received this email in error please notify the system manager. Subject to local law, communications (including traffic data) with Hubbell may be monitored by our systems [or a third party's systems on our behalf] for the purposes of security and the assessment of internal compliance with Hubbell policies. This footnote also confirms that this email message has been swept for the presence of computer viruses. www.Hubbell.com
Re: Status Reasons for Assigned and In Progress Statuses
Thank you for your response Swanand.
It is not custom workflow that is resetting the status reason to null. It is
an OOB filter related to release SLA and OLA hold.
The filter is HPD:INC:ClearStatusReason_210
Qualifications:
('Status' != "Pending") AND ('Status' != "Resolved") AND ('Status' != "Closed")
AND ('Status' != "Cancelled") AND ('Status_Reason' != $NULL$)
Actions:
'OLA Hold' = "NO"
'z1D_Status_Reason' = $NULL$
'SLA Hold' = "NO"
'Status_Reason' = $NULL$
So you see it is only when Assigned or in Progress. I am wondering if I just
have it set SLA and OLA Hold to No if that will be safe. I don't want to screw
up the SLA's. I'll have to do some more testing. Anyone else run across this?
Ken.
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of swanand deshpande
Sent: Tuesday, October 09, 2012 5:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: Status Reasons for Assigned and In Progress Statuses
** Ken,
We too are doing similar type of functionality but we did not face the issue
you are facing. Hope there aren't any custom workflows you had developed
earlier causing it set to null. I would suggest you to take filter and active
link log and then check.
Hope you have flushed the midtier cache after performing the change.
Thanks,
Swanand
On Tue, Oct 9, 2012 at 3:53 PM, Cecil, Ken
mailto:kce...@hubbell.com>> wrote:
Sean,
Thank you for your response. However, that is exactly what I did... I have
previously added Status Reasons to the Pending Status so I know you need to add
the data and modify the hidden Status_Reason field on the form.
As I had said, what is happening is that if the Status is either Assigned or In
Progress, the ' z1D_Status_Reason' and 'Status_Reason' are getting set to null
upon save (filter).
Is there a good reason that these filters are doing this? Has anyone else used
Status Reasons for the Assigned and/or In Progress statuses?
Ken.
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Garrison,
Sean (Norcross)
Sent: Tuesday, October 09, 2012 4:38 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Status Reasons for Assigned and In Progress Statuses
Status Reason is determined from "SYS:StatusReason Menu Items" where 'Form
Name' = "HPD:Help Desk". It is status dependent so when the "Status" changes
you typically need a new "Status Reason" for why it is in that state.
Keep in mind that the field on HPD:Help Desk is a display only field
(z1D_Status_Reason)( 100881). There is workflow that sets the underlying
"Status Reason" field. Not only do you have to add it to "SYS:StatusReason
Menu Items" but you also have to add an entry to the hidden "Status Reason"
(100150) field on Incidents.
Hope that helps ...
Sean
-----Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Cecil, Ken
Sent: Tuesday, October 09, 2012 12:01 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Status Reasons for Assigned and In Progress Statuses
ITSM 7.6
On Incident, a customer would like to add several Status Reason menu choices
associated with the Assigned and In Progress Statuses. They intend to use is as
a sort of sub-status (for example: In Progress with a Status Reasons of
Analysis, Test, Document Prep, etc)
I have added the Status Reason menu choices and they show up properly. However,
now I see that there are filters that are clearing the field upon save. I plan
to disable or work around them.
My question is does anybody know no a good reason why I shouldn't do this...
why the Status Reason must be cleared out if the Status is either Assigned or
In Progress?
Has anybody else used the Status Reason with either of those two Statuses?
Thanks,
Ken.
**
This email and any files transmitted with it are confidential and intended
solely for the addressee. If you have received this email in error please
notify the system manager. Subject to local law, communications (including
traffic data) with Hubbell may be monitored by our systems [or a third party's
systems on our behalf] for the purposes of security and the assessment of
internal compliance with Hubbell policies. This footnote also confirms that
this email message has been swept for the presence of computer viruses.
www.
Re: Status Reasons for Assigned and In Progress Statuses
The reason it clears it out is because of this: "It is status dependent so when the "Status" changes you typically need a new "Status Reason" for why it is in that state." You are wanting to use it in the opposite way: Which is to use "Status Reason" as the actual status of the ticket. "Analysis, Test, etc.". When out of the box it doesn't work that way. Alternate approaches: Use "Change Management" if your fix to an incident requires something other than a restart. Use "Tasks" with Incident management Sean -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken Sent: Tuesday, October 09, 2012 4:54 PM To: arslist@ARSLIST.ORG Subject: Re: Status Reasons for Assigned and In Progress Statuses Sean, Thank you for your response. However, that is exactly what I did... I have previously added Status Reasons to the Pending Status so I know you need to add the data and modify the hidden Status_Reason field on the form. As I had said, what is happening is that if the Status is either Assigned or In Progress, the ' z1D_Status_Reason' and 'Status_Reason' are getting set to null upon save (filter). Is there a good reason that these filters are doing this? Has anyone else used Status Reasons for the Assigned and/or In Progress statuses? Ken. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Garrison, Sean (Norcross) Sent: Tuesday, October 09, 2012 4:38 PM To: arslist@ARSLIST.ORG Subject: Re: Status Reasons for Assigned and In Progress Statuses Status Reason is determined from "SYS:StatusReason Menu Items" where 'Form Name' = "HPD:Help Desk". It is status dependent so when the "Status" changes you typically need a new "Status Reason" for why it is in that state. Keep in mind that the field on HPD:Help Desk is a display only field (z1D_Status_Reason)( 100881). There is workflow that sets the underlying "Status Reason" field. Not only do you have to add it to "SYS:StatusReason Menu Items" but you also have to add an entry to the hidden "Status Reason" (100150) field on Incidents. Hope that helps ... Sean -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken Sent: Tuesday, October 09, 2012 12:01 PM To: arslist@ARSLIST.ORG Subject: Status Reasons for Assigned and In Progress Statuses ITSM 7.6 On Incident, a customer would like to add several Status Reason menu choices associated with the Assigned and In Progress Statuses. They intend to use is as a sort of sub-status (for example: In Progress with a Status Reasons of Analysis, Test, Document Prep, etc) I have added the Status Reason menu choices and they show up properly. However, now I see that there are filters that are clearing the field upon save. I plan to disable or work around them. My question is does anybody know no a good reason why I shouldn't do this... why the Status Reason must be cleared out if the Status is either Assigned or In Progress? Has anybody else used the Status Reason with either of those two Statuses? Thanks, Ken. ** This email and any files transmitted with it are confidential and intended solely for the addressee. If you have received this email in error please notify the system manager. Subject to local law, communications (including traffic data) with Hubbell may be monitored by our systems [or a third party's systems on our behalf] for the purposes of security and the assessment of internal compliance with Hubbell policies. This footnote also confirms that this email message has been swept for the presence of computer viruses. www.Hubbell.com - Hubbell Incorporated ___ 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: Status Reasons for Assigned and In Progress Statuses
Do you know the name of the filter / filters or AL that its setting it to null? If you tell me I'll take a look. Regards, Jose Manuel Huerta http://theremedyforit.com/ On Tue, Oct 9, 2012 at 11:36 PM, swanand deshpande < swanand.deshpa...@gmail.com> wrote: > ** Ken, > > We too are doing similar type of functionality but we did not face the > issue you are facing. Hope there aren't any custom workflows you had > developed earlier causing it set to null. I would suggest you to take > filter and active link log and then check. > > Hope you have flushed the midtier cache after performing the change. > > Thanks, > Swanand > > > On Tue, Oct 9, 2012 at 3:53 PM, Cecil, Ken wrote: > >> Sean, >> >> Thank you for your response. However, that is exactly what I did... I >> have previously added Status Reasons to the Pending Status so I know you >> need to add the data and modify the hidden Status_Reason field on the form. >> >> As I had said, what is happening is that if the Status is either Assigned >> or In Progress, the ' z1D_Status_Reason' and 'Status_Reason' are getting >> set to null upon save (filter). >> >> Is there a good reason that these filters are doing this? Has anyone else >> used Status Reasons for the Assigned and/or In Progress statuses? >> >> >> Ken. >> >> >> -Original Message- >> From: Action Request System discussion list(ARSList) [mailto: >> arslist@ARSLIST.ORG] On Behalf Of Garrison, Sean (Norcross) >> Sent: Tuesday, October 09, 2012 4:38 PM >> To: arslist@ARSLIST.ORG >> Subject: Re: Status Reasons for Assigned and In Progress Statuses >> >> Status Reason is determined from "SYS:StatusReason Menu Items" where >> 'Form Name' = "HPD:Help Desk". It is status dependent so when the "Status" >> changes you typically need a new "Status Reason" for why it is in that >> state. >> >> Keep in mind that the field on HPD:Help Desk is a display only field >> (z1D_Status_Reason)( 100881). There is workflow that sets the >> underlying "Status Reason" field. Not only do you have to add it to >> "SYS:StatusReason Menu Items" but you also have to add an entry to the >> hidden "Status Reason" (100150) field on Incidents. >> >> Hope that helps ... >> >> Sean >> >> -Original Message- >> From: Action Request System discussion list(ARSList) [mailto: >> arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken >> Sent: Tuesday, October 09, 2012 12:01 PM >> To: arslist@ARSLIST.ORG >> Subject: Status Reasons for Assigned and In Progress Statuses >> >> ITSM 7.6 >> >> On Incident, a customer would like to add several Status Reason menu >> choices associated with the Assigned and In Progress Statuses. They intend >> to use is as a sort of sub-status (for example: In Progress with a Status >> Reasons of Analysis, Test, Document Prep, etc) >> >> I have added the Status Reason menu choices and they show up properly. >> However, now I see that there are filters that are clearing the field upon >> save. I plan to disable or work around them. >> >> My question is does anybody know no a good reason why I shouldn't do >> this... why the Status Reason must be cleared out if the Status is either >> Assigned or In Progress? >> >> Has anybody else used the Status Reason with either of those two Statuses? >> >> Thanks, >> Ken. >> >> >> >> >> ** >> This email and any files transmitted with it are confidential and >> intended solely for the addressee. If you have received this email in error >> please notify the system manager. Subject to local law, communications >> (including traffic data) with Hubbell may be monitored by our systems [or a >> third party's systems on our behalf] for the purposes of security and the >> assessment of internal compliance with Hubbell policies. This footnote also >> confirms that this email message has been swept for the presence of >> computer viruses. >> www.Hubbell.com - Hubbell Incorporated >> >> >> ___ >> 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" >> > > > > -- > S.J.Deshpande > _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 Reasons for Assigned and In Progress Statuses
Ken, We too are doing similar type of functionality but we did not face the issue you are facing. Hope there aren't any custom workflows you had developed earlier causing it set to null. I would suggest you to take filter and active link log and then check. Hope you have flushed the midtier cache after performing the change. Thanks, Swanand On Tue, Oct 9, 2012 at 3:53 PM, Cecil, Ken wrote: > Sean, > > Thank you for your response. However, that is exactly what I did... I have > previously added Status Reasons to the Pending Status so I know you need to > add the data and modify the hidden Status_Reason field on the form. > > As I had said, what is happening is that if the Status is either Assigned > or In Progress, the ' z1D_Status_Reason' and 'Status_Reason' are getting > set to null upon save (filter). > > Is there a good reason that these filters are doing this? Has anyone else > used Status Reasons for the Assigned and/or In Progress statuses? > > > Ken. > > > -Original Message- > From: Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] On Behalf Of Garrison, Sean (Norcross) > Sent: Tuesday, October 09, 2012 4:38 PM > To: arslist@ARSLIST.ORG > Subject: Re: Status Reasons for Assigned and In Progress Statuses > > Status Reason is determined from "SYS:StatusReason Menu Items" where 'Form > Name' = "HPD:Help Desk". It is status dependent so when the "Status" > changes you typically need a new "Status Reason" for why it is in that > state. > > Keep in mind that the field on HPD:Help Desk is a display only field > (z1D_Status_Reason)( 100881). There is workflow that sets the > underlying "Status Reason" field. Not only do you have to add it to > "SYS:StatusReason Menu Items" but you also have to add an entry to the > hidden "Status Reason" (100150) field on Incidents. > > Hope that helps ... > > Sean > > -Original Message----- > From: Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken > Sent: Tuesday, October 09, 2012 12:01 PM > To: arslist@ARSLIST.ORG > Subject: Status Reasons for Assigned and In Progress Statuses > > ITSM 7.6 > > On Incident, a customer would like to add several Status Reason menu > choices associated with the Assigned and In Progress Statuses. They intend > to use is as a sort of sub-status (for example: In Progress with a Status > Reasons of Analysis, Test, Document Prep, etc) > > I have added the Status Reason menu choices and they show up properly. > However, now I see that there are filters that are clearing the field upon > save. I plan to disable or work around them. > > My question is does anybody know no a good reason why I shouldn't do > this... why the Status Reason must be cleared out if the Status is either > Assigned or In Progress? > > Has anybody else used the Status Reason with either of those two Statuses? > > Thanks, > Ken. > > > > > ** > This email and any files transmitted with it are confidential and intended > solely for the addressee. If you have received this email in error please > notify the system manager. Subject to local law, communications (including > traffic data) with Hubbell may be monitored by our systems [or a third > party's systems on our behalf] for the purposes of security and the > assessment of internal compliance with Hubbell policies. This footnote also > confirms that this email message has been swept for the presence of > computer viruses. > www.Hubbell.com - Hubbell Incorporated > > > ___ > 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" > -- S.J.Deshpande ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Re: Status Reasons for Assigned and In Progress Statuses
Sean, Thank you for your response. However, that is exactly what I did... I have previously added Status Reasons to the Pending Status so I know you need to add the data and modify the hidden Status_Reason field on the form. As I had said, what is happening is that if the Status is either Assigned or In Progress, the ' z1D_Status_Reason' and 'Status_Reason' are getting set to null upon save (filter). Is there a good reason that these filters are doing this? Has anyone else used Status Reasons for the Assigned and/or In Progress statuses? Ken. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Garrison, Sean (Norcross) Sent: Tuesday, October 09, 2012 4:38 PM To: arslist@ARSLIST.ORG Subject: Re: Status Reasons for Assigned and In Progress Statuses Status Reason is determined from "SYS:StatusReason Menu Items" where 'Form Name' = "HPD:Help Desk". It is status dependent so when the "Status" changes you typically need a new "Status Reason" for why it is in that state. Keep in mind that the field on HPD:Help Desk is a display only field (z1D_Status_Reason)( 100881). There is workflow that sets the underlying "Status Reason" field. Not only do you have to add it to "SYS:StatusReason Menu Items" but you also have to add an entry to the hidden "Status Reason" (100150) field on Incidents. Hope that helps ... Sean -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken Sent: Tuesday, October 09, 2012 12:01 PM To: arslist@ARSLIST.ORG Subject: Status Reasons for Assigned and In Progress Statuses ITSM 7.6 On Incident, a customer would like to add several Status Reason menu choices associated with the Assigned and In Progress Statuses. They intend to use is as a sort of sub-status (for example: In Progress with a Status Reasons of Analysis, Test, Document Prep, etc) I have added the Status Reason menu choices and they show up properly. However, now I see that there are filters that are clearing the field upon save. I plan to disable or work around them. My question is does anybody know no a good reason why I shouldn't do this... why the Status Reason must be cleared out if the Status is either Assigned or In Progress? Has anybody else used the Status Reason with either of those two Statuses? Thanks, Ken. ** This email and any files transmitted with it are confidential and intended solely for the addressee. If you have received this email in error please notify the system manager. Subject to local law, communications (including traffic data) with Hubbell may be monitored by our systems [or a third party's systems on our behalf] for the purposes of security and the assessment of internal compliance with Hubbell policies. This footnote also confirms that this email message has been swept for the presence of computer viruses. www.Hubbell.com - Hubbell Incorporated ___ 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: Status Reasons for Assigned and In Progress Statuses
Status Reason is determined from "SYS:StatusReason Menu Items" where 'Form Name' = "HPD:Help Desk". It is status dependent so when the "Status" changes you typically need a new "Status Reason" for why it is in that state. Keep in mind that the field on HPD:Help Desk is a display only field (z1D_Status_Reason)( 100881). There is workflow that sets the underlying "Status Reason" field. Not only do you have to add it to "SYS:StatusReason Menu Items" but you also have to add an entry to the hidden "Status Reason" (100150) field on Incidents. Hope that helps ... Sean -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken Sent: Tuesday, October 09, 2012 12:01 PM To: arslist@ARSLIST.ORG Subject: Status Reasons for Assigned and In Progress Statuses ITSM 7.6 On Incident, a customer would like to add several Status Reason menu choices associated with the Assigned and In Progress Statuses. They intend to use is as a sort of sub-status (for example: In Progress with a Status Reasons of Analysis, Test, Document Prep, etc) I have added the Status Reason menu choices and they show up properly. However, now I see that there are filters that are clearing the field upon save. I plan to disable or work around them. My question is does anybody know no a good reason why I shouldn't do this... why the Status Reason must be cleared out if the Status is either Assigned or In Progress? Has anybody else used the Status Reason with either of those two Statuses? Thanks, Ken. ** This email and any files transmitted with it are confidential and intended solely for the addressee. If you have received this email in error please notify the system manager. Subject to local law, communications (including traffic data) with Hubbell may be monitored by our systems [or a third party's systems on our behalf] for the purposes of security and the assessment of internal compliance with Hubbell policies. This footnote also confirms that this email message has been swept for the presence of computer viruses. www.Hubbell.com - Hubbell Incorporated ___ 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"
Status Reasons for Assigned and In Progress Statuses
ITSM 7.6 On Incident, a customer would like to add several Status Reason menu choices associated with the Assigned and In Progress Statuses. They intend to use is as a sort of sub-status (for example: In Progress with a Status Reasons of Analysis, Test, Document Prep, etc) I have added the Status Reason menu choices and they show up properly. However, now I see that there are filters that are clearing the field upon save. I plan to disable or work around them. My question is does anybody know no a good reason why I shouldn't do this... why the Status Reason must be cleared out if the Status is either Assigned or In Progress? Has anybody else used the Status Reason with either of those two Statuses? Thanks, Ken. ** This email and any files transmitted with it are confidential and intended solely for the addressee. If you have received this email in error please notify the system manager. Subject to local law, communications (including traffic data) with Hubbell may be monitored by our systems [or a third party's systems on our behalf] for the purposes of security and the assessment of internal compliance with Hubbell policies. This footnote also confirms that this email message has been swept for the presence of computer viruses. www.Hubbell.com - Hubbell Incorporated ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
