Lisa, I've had the same problem in the past ... the solution for me is when I assign a call to an Individual I need to populate the 'Assignee Login Name' field with the Individuals login name as well as populating the 'Assign to Individual+' field with the persons full name. Hope this helps. Thanks, Sharon
________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lisa Schroer Sent: Wednesday, November 15, 2006 11:44 PM To: [email protected] Subject: Re: Custom form logging help desk ticket ** I didn't know the active link logging existed. I told you I was new at this! :-) I turned on active link logging, and it is the Push Fields link that it doesn't like. I think it is the data going to the "Individual+" field in the HPD form that is making it unhappy. I went to a new help desk ticket and tried assigning a ticket using a username and it gave me the same error. I have to pick my name out of the drop-down menu for it to work. So, I'm thinking I might have to do an active link that pushes fields to a ticket, and let it assign the ticket to it's default group. Then do an escalation that closes the ticket. What do you think? On 11/15/06, Rick Cook <[EMAIL PROTECTED]> wrote: ** Be sure you're using the right name - $Login$ != $Full Name$. I would turn on Active Link logging at the client level to find out which piece of workflow is complaining, then figure out from there how to make it happy. Rick On 11/15/06, Lisa <[EMAIL PROTECTED] > wrote: I set up an Active Link to fire after submit, and pushed data to all of the required fields in the help desk form. The only place I'm really running into trouble is assigning the help desk ticket. I have the termination form configured to set the "Assigned To" field to the user name of the submitter. I'm trying to push that data to the same field on the help desk form, but I am getting an error that says "This case can not be assigned to "username" because "username" does not exist in the Assignment form. Please check the name of the person." I know the user name exists in the Assignment form because I can go out to the Assignment form and find it. Am I missing a relation between the Assignment form and the termination form I developed? Thanks! Lisa On Nov 13, 1:30 pm, Rick Cook <[EMAIL PROTECTED]> wrote: > Hi, Lisa, welcome to ARS, and to the list. > > An Active Link Push Fields action, firing on After Submit, should do the > trick. The tricky part is whether you need the two records related to one > another. If so, you'll need to ensure that you don't create a HD ticket > before there's an Entry ID on the current record to send. > > If you don't need them related, just play with the Push Fields from a > Filter. You'll figure it out. Just make sure you push data of some > acceptable kind into all of your required fields, and that any process > workflow isn't tripped over in the process. > > Rick Cook > > On 11/13/06, Lisa < [EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]> > wrote: > > > > > > > Hi All! > > > I am new to the Remedy development/administration field. I am a help > > desk analyst and saw some opportunities to use Remedy for some of our > > day to day paperwork, so I started developing custom apps. It's been > > an on-my-own, trial and error process, so there is still SO much I > > don't know. Please forgive me for not catching on immediately, I am > > still really new to this. > > > I created a new application for employee terminations. It has a custom > > form that a help desk analyst will fill out and submit. That data is > > stored for audits, and an Exchange DL is sent an email notifying the > > members an employee's accounts have been terminated. All that works, I > > just have one more piece I would like to fix. I want that form, on > > submit, to automatically open a helpdesk ticket, assign it to the > > submitter, and then resolve it. > > > Any ideas on how to go about this? > > > Thanks, > > Lisa __20060125_______________________This posting was submitted with HTML in it___ __20060125_______________________This posting was submitted with HTML in it___ *********************************************************************************** This email message and any attachments thereto are intended only for use by the addressee(s) named above, and may contain legally privileged and/or confidential information. If the reader of this message is not the intended recipient, or the employee or agent responsible to deliver it to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please immediately notify the [EMAIL PROTECTED] and destroy the original message. *********************************************************************************** _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
