Looks like in this case Push fields is our friend. I changed the two filters that get called to use push instead of set and everything posted the way I expected. Populating my Call Log diary field, filling in the Status-History fields and handling legacy filters to track status changes.
Thanks all. --- John J. Reiser Senior Software Development Analyst Remedy Administrator/Developer Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Matt Worsdell Sent: Thursday, April 29, 2010 8:54 AM To: [email protected] Subject: Re: Set multiple Status levels in a guide. Probably easier to just to use a direct sql update. Matt > Rick and Fred, > I went to the Filter Guide because I couldn't get the Active Link to do > the multiple Commit actions. I may have had a Run if of $OPERATION$ = > "CREATE" now that I think of it which would stop the second commit. > Another reason is that this is a rule and Doug says Rules should run in > filters. ;^> > I'll probably try what you both suggested an leverage the Phases. Set > fields to Assigned then a push fields to Resolved. > An escalation takes care of Closing all Resolved tickets after a three day > review period. > Thanks, > > --- > John J. Reiser > Senior Software Development Analyst > Remedy Administrator/Developer > Lockheed Martin - MS2 > The star that burns twice as bright burns half as long. > Pay close attention and be illuminated by its brilliance. - paraphrased by > me > ________________________________ > From: Action Request System discussion list(ARSList) > [mailto:[email protected]] On Behalf Of Grooms, Frederick W > Sent: Wednesday, April 28, 2010 6:13 PM > To: [email protected] > Subject: Re: Set multiple Status levels in a guide. > > What you need to do is to perform some sort of commit between the setting > of the status values. It depends on what your button does. One method > is to use Active Link(s) and perform a Commit Changes action between > setting the values. If you really want to use Filters (so the user can do > a Set All) you can always do a Push action to the same form setting the > Status = Status + 1 > > Fred > > From: Action Request System discussion list(ARSList) > [mailto:[email protected]] On Behalf Of Rick Cook > Sent: Wednesday, April 28, 2010 4:41 PM > To: [email protected] > Subject: Re: Set multiple Status levels in a guide. > > ** > If you only need two values, what about having the first Filter fire in > Phase 1? Would that make any difference? I was also thinking of an AL > guide, because you can force the Commit Changes action in an AL. > > Or, maybe just fire the first one in that guide, then have the other one > in another guide that fires After Modify. > > Rick > On Wed, Apr 28, 2010 at 2:35 PM, Reiser, John J > <[email protected]<mailto:[email protected]>> wrote: > ** > Hello Listers, > ARS 7.1 Patch 6 > MS SQL 2005 > I am trying to get a guide to run multiple filters that step through the > status levels in our home grown Helpdesk. > I record the Status-History.TIME.XYZ values to gather metrics. > We need to prevent tickets from skipping certain status levels but the > Helpdesk Supervisor wants the ability to click a "Quick Close" button. > This button will be used at submit time to set the > Status-History.TIME.New, Status-History.TIME.Assigned, > Status-History.TIME.Resolved and the AutoClose date field. > I want it to simulate the action of stepping through the status values or > just recording the time in the Status-History.Time values. > I tried making two filters that do SET fields Status - Assigned and Status > - Resolved respectively. I run them in a guide but the only status value > that gets set is the one associated with the second filter in the guide. ( > If is swap them the ticket is Assigned and not Resolved.) > TIA, > --- > John J. Reiser > Senior Software Development Analyst > Remedy Administrator/Developer > Lockheed Martin - MS2 > The star that burns twice as bright burns half as long. > Pay close attention and be illuminated by its brilliance. - paraphrased by > me > > > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
