Richard, Did you set the status of the incident to In Progress?
Saby ________________________________ From: "[email protected]" <[email protected]> To: [email protected] Sent: Fri, December 4, 2009 10:04:51 AM Subject: Re: Task error - suggestions? We want to be able to create an ad-hoc task from an incident. When we create an ad-hoc task (only one/first one) we can’t change the status from “staged” to “assigned”. When we try, we get this error: This task (or group) must be activated (from the parent) before it can be changed to the status: Assigned (ARERR 45093) We can’t figure out how to “activate” it from the parent (we assume parentis incident ). I think we have everything set up right but not 100% sure. We’re pretty much OTB. From:Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Chowdhury, Tauf Sent: Friday, December 04, 2009 9:52 AM To: [email protected] Subject: Re: Task error - suggestions? Richard, What is your Issue #? I had a ticket open for this but they closed it out because at the time, I didn’t know how to reproduce. I will re-open but possibly they can relate the issues together. TaufChowdhury |ForestLaboratories, Inc. Analyst, Service Management Mobile:646.483.2779 From:Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of [email protected] Sent: Friday, December 04, 2009 9:44 AM To: [email protected] Subject: Re: Task error - suggestions? OK. Thanks. The task that won’t change is the first (and only) ad-hoc task. I have a ticket open with BMC so we’ll see what they suggest…. From:Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Sabyson Fernandes Sent: Friday, December 04, 2009 9:34 AM To: [email protected] Subject: Re: Task error - suggestions? ** Hi Richard, The tasks need to be activated by the parent object i.e. incident/change or any predecessor task/task groups in a sequential flow. For incident setting the status of "In Progress" will activate the first task or task group associated to the incident. There is a known issue when sometimes the task flow is broken and the tasks do not get activated. This mainly happens when you have a cancelled task somewhere in the middle of a sequence. The way to manually activate the task is to set the 'State' field on the task to active. You can do this by workflow to push this value into the relevant task from a display only form that you can create. BMC support advised that we install ITSM patch 9 to resolve the issue when a task does not get activated. We did install patch 9, but there were 2 major issues that got introduced as a result of installing the patch. We got a hot fix for one of them and the other issue is still open. Regards, Saby ________________________________ From:"[email protected]" <[email protected]> To: [email protected] Sent: Fri, December 4, 2009 8:22:59 AM Subject: Task error - suggestions? ** I’m starting to work with the Task Management system under Incident Mgt. I’ve created an incident and an ad-hoc task under it. However, when I go into the task to change the status I keep getting an error - (ARERR 45093) – that says I have to activate the task in the incident. I can’t seem to find any place in the “best practices” incident menu where I can do this. Any suggestions? There was no info in bing/google or anything really helpful in the KB on how to fix this.. Thanks. AR 7.5 patch 2 Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. 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