** Hi Veeral,
Patch 5 will resolve your issue I face the same problem in that time I have create filter to notify the requester when the case is resolved and there filter run when Status updated change the qualification to run only when the status In progress ...etc remove the resolved which resolved in the filter = completed because this update from SRM form. Also if you want to add status reason it will become like filed no data you should do the same for the pending. Hope this will help Regards, Rami ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Monday, September 10, 2007 5:01 AM To: [email protected] Subject: Re: Notification Issue If I remember right, isn't that a display only field? Joe -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Oza, Veeral Sent: Sunday, September 09, 2007 8:58 PM To: [email protected] Subject: Notification Issue ** Hi All, This is what is happening:- 1) User creates a new Incident Ticket and it is assigned to XYZ person 2) XYZ person opens the ticket and uses the Process Flow Status bar to go to directly to Incident closure, skipping the Resolution and Recovery phase. 3) A dialog form pops up (which is another view of HPD:HelpDesk) and he enters Resolution text. 4) A notification is sent to the requester about the resolution details. Now, We have Customised the Notification with the Tag "SRM:SRV:IndividualSurveyMessage" and included Resolution field in the notification body. Now beacuse the user is skipping Resolution and Recovery phase, the system is unable to capture the value of Resolution field. Any ideas will be much appreciated. Environment: ITSM 7 Patch 2, Oracle on Solaris. Regards, Veeral Oza, Application Developer, Column Technologies, Cell: 224-587-0765 Desk: 847-632-3327 _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
