Hi William
this might be a really stupid question but, why not use Set Fields to
retrieve the group list from the child form? rather than work with tables.
surely you have a unique field that identifies the child record? if so then
just run an active link that gets the value set in the field and append it to
the parent form.
kind regards
shafqat
William Broderick <[EMAIL PROTECTED]> wrote:
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
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Shafqat Ayaz
"You really shouldn't say 'I love you' unless you mean it. But if you mean
it, you should say it a lot. People forget."
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