Please excuse this long post. Im stuck and need another set of eyes. I have a feeling what Im trying to do should not be as hard as it seems, but its kickin my butt right now. I need a sanity check on overall approach to do the following, and some advice on specific issues we are running into, before my head explodes.
Problem: Management wants to change our security access model, including on existing 200k helpdesk records, including parent and child helpdesk records. Assignee Group field 112 has never been used here, but we now need to start restricting access according to the following rules: 1) On Submit - Login+ name, Submitted by Group ID, and Assigned Group ID, should be appended into field 112. 2) On Modify - If Assigned Group is changed, append new Assigned Group ID to 112 of Parent. Also append new Assigned Group ID of Parent to field 112 for any/all child tickets. 3) On Modify - If Login+ name is changed, add new Login+ to 112. 4) On Submit of Child Tickets - Append the Assigned Workgroup from the Child to field 112 for the Parent. The tricky part seems to be keeping the parent and child 112 fields in sync so the parents can still see the children, etc even if the children have different Assigned Groups. Also, it seems tricky because its an append and not just a simple push and replace, and we cant wipe out what was there in 112, but must add to it. What Ive Tried: First, for the 200k historical records, if I understand field 112 functionality, Im thinking we can run an escalation to look up the Group ID from the Group table for existing records and put the Group ID into field 112. Then hopefully our reports will still work. For new submits, Im thinking we can have filters append Login+ name, look up submitter Group ID and Assigned Group ID and append these to 112. As I understand it, we can use a ; delimiter and concatenate to do this. For submit of child tickets, I was thinking I could send an event and use an active link guide that refreshes the child table field on the parent, loop through the table field, get all the child group ids, and append them to the parent field 112. But this isnt working like I thought it should. I cant get the table refresh to fire in the right sequence. The log shows it doing everything else, then refreshing the table. Which is too late for my purposes. Interestingly, if I manually click on the table field and refresh it, the lookups and appends seem to put everything into 112 ok. But I cant get it to work automagically. I tried Remedy Support, and they were unable or unwilling to help, but instead referred me to this list... Hmmm. Has anyone ever been in this situation? Am I missing something obvious to anyone? I tried putting the table refresh in a separate active link with a lower execution order, but still no luck. How can I make an active link table refresh fire, then loop through to pick up the child group ids? I read about the `! trick for forcing filters to execute, but how can I force a table refresh from an active link? And does my overall approach seem on the right track? Forgive me if this is unclear, my brain is having a hard time with this one. Thanks for any help you can offer. Bill OCC Helpdesk 6.0 AR 6.3 _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
