This won't answer your question, but I find that to be odd, because on our system, when creating an Incident in the GUI, if I try to assign myself to the Incident as I'm creating it, the system forces me to set the Status to "In Progress". It seems silly to force it to be "In Progress" when you assign it to yourself, but then force it to be Assigned when you assign it to someone else. Maybe they're thinking that if it is being assigned to someone else, that person needs to be the one that decides when it is "In Progress" rather than just Assigned.
Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Thad K Esser Sent: Friday, January 29, 2010 10:53 AM To: arslist@ARSLIST.ORG Subject: ('Status' > "Assigned" AND 'Assignee' != $\NULL$) on submit ** Hi, Can someone help me noodle through the purpose of the filters which force the status of an Incident back to "Assigned" when the assignee changes (ITSM 7.0.3 p9)? Particularly on submit. We have several types of incidents that are created automatically (with a predefined assignee), and we need the status to be "In Progress" in order to trigger the associated tasks. Initially, there was only one case for this, so I just updated the run-if of the filters to accommodate that. Then a second case came along and I added that to the run if. Now, its coming out that we have a much more varied set of circumstances in which this needs to be bypassed. I can come up with several different options for dealing with it, the easiest of which is to just disable the filters (HPD:INC:SetStatusAssigned_100 and HPD:INC:SetStatusAssigned_101). But before I do that, I would really like to know why they are there to begin with. "Why, on submit, the assignee can't (or shouldn't) be set without the status of the ticket being reset to Assigned?" Any help is appreciated. Thad Esser Remedy Developer *IMPORTANT NOTICE: This communication, including any attachment, contains information that may be confidential or privileged, and is intended solely for the entity or individual to whom it is addressed. If you are not the intended recipient, you should delete this message and are hereby notified that any disclosure, copying, or distribution of this message is strictly prohibited. Nothing in this email, including any attachment, is intended to be a legally binding signature. * _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
