Work Order Console issue

[Brittain, Mark]

Hi All,

I am attempting to create Work Orders on a scheduled basis. I have a form that 
holds the company, work to be done and when the Work Order is to be created. 
Then I have an escalation that creates the Work Order. This part works fine and 
the Work Order is displayed in the Overview Console. If I created the Work 
Order for the Operating  Company it also appears in the Work Order Console. If 
I create the Work Order for a Customer Company the WO does not appear in the WO 
Console.

I have printed out the work orders and compared field by field and can't find 
any significant difference other than the Assignee Groups (112) which may have 
the company group number or some random group number. In the case of the 
Operating Company I got a random number, Customer Companies were hit and miss 
on company group number or random.

Any thoughts ideas would greatly be appreciated.

ARS 7.6.04 SP3
ITSM 7.6.04 SP3

Thanks
Mark

Mark Brittain
Remedy Developer
ITILv3 Foundation
NaviSite - A Time Warner Cable Company
mbritt...@navisite.com
Office: 315-453-2912 x5335
Mobile: 315-882.5360
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Re: Work Order Console issue

[itsm.support]

Hi Mark,

 

Please check below details for your issue:

 

Cause:

 

When we open WO Console, an Active Link 'WOI:WOC:ServiceCall_0_Initialized'
sets COMPANY field with value of company name of user currently logged in
(in our case - Company A).

Click 'More Filters' link on WO Console RHS top. Click the contacts tab and
check the Company Name in field Company (Requested By section)

 

cid:image001.png@01CE6867.54158620

 

 

When you clear this field and click on Apply (you can also click on Clear
All button directly besides Apply), the Work Order Ticket for Company B will
reflect in the WO Console table.

 

However, there is a defect in this too. When you select another company in
the drop-down list, no value appears on the WO console.

This is because of an Active Link which builds the qualification for the WO
Console Table field. The ACTL name is
'WOI:WOC:AdvancedQBE_Build_RQBCompany'.

 

Changes required:

 

ACTL Name : WOI:WOC:AdvancedQBE_Build_RQBCompany

 

Action: Set Fields

 

Value Field: 

Old value -(($z1D_AdvancedQBE$ + " AND 'Company' = """) + $Company$) +
""""

Corrected Value -(($z1D_AdvancedQBE$ + " AND 'Customer Company' = """) +
$Company$) + """"

 

This will resolve the issue.

 

--

Regards,

Akshay

 

Vyom Labs Pvt. Ltd.

BSM Solutions & Services || ITIL Consulting & Training

Email: [hidden email]
<http://ars-action-request-system.1093659.n2.nabble.com/user/SendEmail.jtp?t
ype=node&node=7583733&i=0>   || Web Site: www.vyomlabs.com Follow Vyom Labs
http://twitter.com/#!/vyomlabs <http://twitter.com/#%21/vyomlabs>  ||
http://www.linkedin.com/company/vyom-labs

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Tuesday, June 11, 2013 9:30 PM
To: arslist@ARSLIST.ORG
Subject: Work Order Console issue

 

** 

Hi All,

 

I am attempting to create Work Orders on a scheduled basis. I have a form
that holds the company, work to be done and when the Work Order is to be
created. Then I have an escalation that creates the Work Order. This part
works fine and the Work Order is displayed in the Overview Console. If I
created the Work Order for the Operating  Company it also appears in the
Work Order Console. If I create the Work Order for a Customer Company the WO
does not appear in the WO Console. 

 

I have printed out the work orders and compared field by field and can't
find any significant difference other than the Assignee Groups (112) which
may have the company group number or some random group number. In the case
of the Operating Company I got a random number, Customer Companies were hit
and miss on company group number or random. 

 

Any thoughts ideas would greatly be appreciated.

 

ARS 7.6.04 SP3

ITSM 7.6.04 SP3

 

Thanks

Mark 

 

Mark Brittain

Remedy Developer

ITILv3 Foundation

NaviSite - A Time Warner Cable Company

mbritt...@navisite.com

Office: 315-453-2912 x5335

Mobile: 315-882.5360

email-Logo-031813

 

 

  _  

This E-mail and any of its attachments may contain Time Warner Cable
proprietary information, which is privileged, confidential, or subject to
copyright belonging to Time Warner Cable. This E-mail is intended solely for
the use of the individual or entity to which it is addressed. If you are not
the intended recipient of this E-mail, you are hereby notified that any
dissemination, distribution, copying, or action taken in relation to the
contents of and attachments to this E-mail is strictly prohibited and may be
unlawful. If you have received this E-mail in error, please notify the
sender immediately and permanently delete the original and any copy of this
E-mail and any printout.

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Re: Work Order Console issue

[Brittain, Mark]

Hi Akshay,

I will take a look at your recommendation and see if it is better than what I 
can up with.  Basically I defaulted the Location Company to the company all 
user belong, the Operating Company. Now the WO display in the console but I may 
have caused other issues yet uncovered :)

Thanks
Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of itsm.support
Sent: Friday, June 14, 2013 12:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: Work Order Console issue

**
Hi Mark,

Please check below details for your issue:

Cause:

When we open WO Console, an Active Link 'WOI:WOC:ServiceCall_0_Initialized' 
sets COMPANY field with value of company name of user currently logged in (in 
our case - Company A).
Click 'More Filters' link on WO Console RHS top. Click the contacts tab and 
check the Company Name in field Company (Requested By section)

[cid:image001.png@01CE68DC.87CD36F0]


When you clear this field and click on Apply (you can also click on Clear All 
button directly besides Apply), the Work Order Ticket for Company B will 
reflect in the WO Console table.

However, there is a defect in this too. When you select another company in the 
drop-down list, no value appears on the WO console.
This is because of an Active Link which builds the qualification for the WO 
Console Table field. The ACTL name is 'WOI:WOC:AdvancedQBE_Build_RQBCompany'.

Changes required:

ACTL Name : WOI:WOC:AdvancedQBE_Build_RQBCompany

Action: Set Fields

Value Field:
Old value -(($z1D_AdvancedQBE$ + " AND 'Company' = """) + $Company$) + """"
Corrected Value -(($z1D_AdvancedQBE$ + " AND 'Customer Company' = """) + 
$Company$) + """"

This will resolve the issue.

--
Regards,
Akshay

Vyom Labs Pvt. Ltd.
BSM Solutions & Services || ITIL Consulting & Training
Email: [hidden 
email]<http://ars-action-request-system.1093659.n2.nabble.com/user/SendEmail.jtp?type=node&node=7583733&i=0>
  || Web Site: www.vyomlabs.com<http://www.vyomlabs.com> Follow Vyom Labs 
http://twitter.com/#!/vyomlabs<http://twitter.com/#%21/vyomlabs> || 
http://www.linkedin.com/company/vyom-labs

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Tuesday, June 11, 2013 9:30 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Work Order Console issue

**
Hi All,

I am attempting to create Work Orders on a scheduled basis. I have a form that 
holds the company, work to be done and when the Work Order is to be created. 
Then I have an escalation that creates the Work Order. This part works fine and 
the Work Order is displayed in the Overview Console. If I created the Work 
Order for the Operating  Company it also appears in the Work Order Console. If 
I create the Work Order for a Customer Company the WO does not appear in the WO 
Console.

I have printed out the work orders and compared field by field and can't find 
any significant difference other than the Assignee Groups (112) which may have 
the company group number or some random group number. In the case of the 
Operating Company I got a random number, Customer Companies were hit and miss 
on company group number or random.

Any thoughts ideas would greatly be appreciated.

ARS 7.6.04 SP3
ITSM 7.6.04 SP3

Thanks
Mark

Mark Brittain
Remedy Developer
ITILv3 Foundation
NaviSite - A Time Warner Cable Company
mbritt...@navisite.com<mailto:mbritt...@navisite.com>
Office: 315-453-2912 x5335
Mobile: 315-882.5360
[cid:image002.gif@01CE68DC.87CD36F0]



This E-mail and any of its attachments may contain Time Warner Cable 
proprietary information, which is privileged, confidential, or subject to 
copyright belonging to Time Warner Cable. This E-mail is intended solely for 
the use of the individual or entity to which it is addressed. If you are not 
the intended recipient of this E-mail, you are hereby notified that any 
dissemination, distribution, copying, or action taken in relation to the 
contents of and attachments to this E-mail is strictly prohibited and may be 
unlawful. If you have received this E-mail in error, please notify the sender 
immediately and permanently delete the original and any copy of this E-mail and 
any printout.
_ARSlist: "Where the Answers Are" and have been for 20 years_
_ARSlist: "Where the Answers Are" and have been for 20 years_

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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