It sound like you may have some workflow that is doing a "Commit
Changes" even if nothing is changed. One way to check that is to open
an incident and close it without making any changes and see if the
modified date reflects a change.
You can also use the modified date field to determine if an incident was
just updated by the logged-in use.
Rick Ponzo
Integrits Corporation
SUBSCRIBE arslist Neel wrote:
Fred,
That's a great point!! But then it'll leave another question. What is
user modifies the incident WITHOUT changing the status? Is there anyways
we can say that a particular incident want modified by logged-in user?
It could be any change and not just status.
~ Neel.
-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: Monday, May 07, 2007 4:34 PM
To: [email protected]
Subject: Re: Need help with filter qual
If you don't change status on a form then 'TR.Status' is NULL so it will
not match the database.
Change that part to ( 'Status' != 'DB.Status')
Fred
-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of SUBSCRIBE arslist Neel
Sent: Monday, May 07, 2007 4:26 PM
To: [email protected]
Subject: Need help with filter qual
Importance: High
Hello fellow-listers,
We have a staging email-form that grabs incoming emails from 'AR System
Email Messages' form. When email have Incident number in email
subject-line, we parse the incident # and open incident in "Modify"
mode.
Now, we have a filter that executes on HPD:Help Desk on Modify and on
Submit both.
The Run If condition is:
( 'Status' != "New") AND ( 'TR.Status' != 'DB.Status')
If Action:
Push Values to: AR System Email Messages
Push Filed If:
'Incident Number' = $Incident Number$
If No Request Match: Take No Action
If Any Request Match: Modify All Matching Requests
Custom Fields: Status = Assigned.
The filter executes every-time I double-click the email record from
staging form (double-clicking a record in email staging form opens
incident window in modify mode) and now here comes a problem:
When the incident window opens up in modify mode, if I close the
incident window without doing ANYTHING (without modifying and saving
anything), it STILL processes the email status to "Assigned". I want to
be able to tag the email with Assigned status ONLY when I click "Save"
button on incident form.
Any suggestions?
Thanks in advance,
Neel Gautam.
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