Hi Joe, Yes it is a length 0 field. To resolve this i wrote a phase override active link on HPD:Helpdesk to push Resolution on the same form on the click of the save button. Regards, Veeral Oza.
________________________________ From: Action Request System discussion list(ARSList) on behalf of Joe D'Souza Sent: Mon 9/10/2007 10:05 AM To: [email protected] Subject: Re: Notification Issue If you export out the record, with the resolution field, do you get a value in it? Is it a 0 length field? I think if I remember right, 0 length fields are not available in notifications.. Joe -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Oza, Veeral Sent: Sunday, September 09, 2007 11:59 PM To: [email protected] Subject: Re: Notification Issue Nope, its a char field. ________________________________ From: Action Request System discussion list(ARSList) on behalf of Joe D'Souza Sent: Sun 9/9/2007 9:01 PM 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" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
