Hello Listers,
I need to be able to capture the original CTI of a HelpDesk Case if it
is changed.
I thought this would be rather simple and wrote a filter using TR.
Values with the below qualification.
('OrigCTIModified?' != "Yes") AND ('TR.Category' != 'Category' OR
'TR.Type' != 'Type' OR 'TR.Item' != 'Item') OR ('TR.Type' != 'Type' OR
'TR.Item' != 'Item') OR ('TR.Item' != 'Item')
***Above qual is so that if any of the three change, we can capture
original cti***
My Set Fields Action was, if the qualification is met, then set the
'OrigCTIModified' Field to "Yes", so filter wouldn't fire if the CTI was
changed again.
In the same set fields action, I had already created four character
fields and had them each set to 'Orig Category = $Category$, 'Orig
Type' = $Type$
and 'Orig Type' = $TYPE$. Thought I was cruising right along, did some
testing and discovered that the results I was getting in the 'Orig'
fieds were the NEW CTI values, rather than the original values. I have
been wracking my brain and can't figure out how to overcome this timing
issue. Anyone have any thoughts?
Thanks in Advance, :)
Jase Brandon
Remedy Administration/Development
Customer Support Systems Group
Desk - (615) - 320-4494
Cell - (334) - 318-5426
[EMAIL PROTECTED]
DaVita Inc.
_______________________________________________________________________________
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the
Answers Are"
