I'm working with ITSM 7.03 patch 7 and have run into an interesting issue. I can add a status reason to Prolelms and PKEs by adding it to SYS:Satatus Reason Menu Items and to the hidden status reason field, and they show up in the record fine. I've also done this:
Make sure that selection code value for the status reason record entry on SYS:Status Reason Menu Items and the attribute ID on the hidden status reason field should be same. The problem is this: On the Problem Management Console (and the Overview Console) the wrong status reason shows up. For my new values it is showing the item out of the ConsolidatedStatusReason field with that same value, but for existing status reasons, it shows a different value. For example, these are the new status reason values for the PKE (I just added the 3 on the end): Duplicate 1000 No Longer Applicable 2000 Pending PIR 3000 Funding Not Available 4000 Pending Infrastructure Change 5000 Pending Third Party Vendor 6000 Pending Business Approval 7000 Under Analysis 8000 Verifying Permanent Solution 9000 And these are the values for the ConsolidatedStatusReason field: Known Error 1000 Unresolvable 2000 Knowledge Database 3000 Enhancement Request 4000 Duplicate Investigation 5000 Duplicate 6000 No Longer Applicable 7000 Pending PR 8000 Funding Not Available 9000 Pending Infrastructure Change 10000 Pending Third Party Vendor 11000 Publish 12000 Reject 13000 Not Applicable 14000 When I choose my "Under Analysis" status reason, I see the "Pending PR" in the console, but when I choose the previously existing "Pending Infrastructure Change" status reason, I see the right thing (somehow it seems to convert the 5000 from the PKE status reason menu into a 10000 in the consolidatedstatusreason menu). I'm sure I need to add my values to the ConsolidatedStatusReason attributes, but I am not sure where or how to add them so they will actually show up. I'm not sure how the previously existing status reasons are getting converted from one number to the other when mine are not being translated at all. I've tried just adding them to the end of the list, and it doesn't help at all. Does anyone have any idea how to handle this, or how it is converting the values that already exist from one value to another so they show up right? Thanks, Anne Ramey *********************************** E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
