Anne,
This is a known issue with Remedy. We fought with them for months to get it on the bug list since it was intermittent problem. Here is the article from their knowledge base. It includes the defect tracking ID so you can keep up with it. Hope this helps. Tasks are not always going from Staged to Pending or Assigned. When this happens, unable to manually get the task's status off of Staged. Details Self Help Document ID: 20007471 Type: Problem Solution Top of Form Problem Have Change Requests with multiple tasks in sequence. Intermittently, some tasks will get stuck in Staged status. The previous task was closed, but workflow failed to change the Status of the next one in sequence to become Assigned or Pending. Attempts to manually change the Status in the task after this happens generates an error. In this situation, unable to work the task and close. Need help to get the Status corrected, off of Staged. Product BMC Remedy Change Management Application (version 7.0.03) patch 8 Environment Server: Windows Server 2003; Client: Windows XP; HW: Pentium Pro; Language: English-USA; Database: Oracle; Solution There is a hidden field associated with the TMS:Task form, State (10003019). This field must be set to Active for the task to allow a status change. For some reason, the OOB workflow has been found to intermittently fail in setting this. The exact cause is still under evaluation. The defect related to this is SW00316007. In-house testing of a simple active link which pushes the value of Active to this field for the task in question has succeeded in triggering the other OOB workflow to advance the status of the task. For example: One way to accomplish this would be to create a new form with a character field and a button. The character field is populated with the ID of the task that needs to be moved from Staged, expl - TAS000013. Pressing the button will trigger an active link to search the TMS:Task form for the matching task record (a Push If action). When found, it will push to the field, State, a value of Active. This action should trigger the other out of box workflow to then change the Status of the task to either Pending or Assigned. NOTE: Be sure to have proper backups when trying custom workflow in case it is found necessary to restore to original state. Categories Visibility Groups Internal, Self-Help Thank you for your feedback! Bottom of Form Scott Illari 908-601-8948 http://www.linkedin.com/in/scottillari From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Pierson, Shawn Sent: Tuesday, March 31, 2009 4:52 PM To: [email protected] Subject: Re: Tasks not being activated properly ** This may be something you already checked, but are these tasks being assigned to anyone? I've seen it happen when tasks are not assigned and the solution was very simple (just assign it.) This may or may not be your issue, but I would check that first if you haven't already. From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Ramey, Anne Sent: Tuesday, March 31, 2009 2:42 PM To: [email protected] Subject: Tasks not being activated properly ** Has anyone seen something like this (ITSM 7.0): We've had a couple of instances recently where there were a sequence of ad-hoc tasks on a change. We'll get a user saying that they can't access a given task and what it is is that all the previous tasks are closed, but the rest are all in staged status. Nothing we can do seems to cause these to activate. We have theorized that someone is changing the sequence after the first one has been activated, but we're not sure. 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. __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ Private and confidential as detailed here <http://www.sug.com/disclaimers/default.htm#Mail> . If you cannot access hyperlink, please e-mail sender. __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
