We found at FAA that our work infos were disappearing sometimes. At first we thought we were imagining it but then we managed to prove it!
How to Reproduce - Open a new incident window, fill in your fields and create a work info. THEN save. We do this all the time with first line support because when they save, they are moving on to the next call.
What happens - At 12:05 AM an escalation runs and looks for all Work Info Records with a status of delete and yes, deletes them!!!
This is known as Defect ID SW00356633.
In Incident Management 7.6 and above, the Filter "HPD:WLG:SetStatus_500" is working as designed. Due to this Filter, when the HPD:WorkLog is created before the Incident, it will be created with the Status of "Delete". Therefore, if the parent Incident is not created, then the child Incident Work Info record can be deleted later on via Escalation "SYS:CLN:t...@00:05-StartCleanUp".
The problem is that Filter "HPD:INC:SaveWorkInfo_501_CreateWorkInfo_PWLG`!" does NOT push a record to SYS:Application Status Enabler form. This means that Filter "INT:FNDHPD:ASE:EnableHPDWorkLog_760_PWLG" cannot change the HPD:WorkLog Status from "Delete" to "Enable" when the Incident is saved.
Here is the workaround that needs to be implemented:
==========
Add a Push Field action in filter HPD:INC:SaveWorkInfo_501_CreateWorkInfo_PWLG`!
NOTE: This will be the 2nd action on the If Action tab.
Form Name: SYS:Application Status Enabler
Qualification: $Incident Number$ = 'Request ID01'
If No Requests Match: Create a New Request
If Any Requests Match: Take No Action
Mapping:
Request ID01 = $Incident Number$
HPD:WorkLog = "Yes"
==========
In Incident Management 7.6 and above, the Filter "HPD:WLG:SetStatus_500" is working as designed. Due to this Filter, when the HPD:WorkLog is created before the Incident, it will be created with the Status of "Delete". Therefore, if the parent Incident is not created, then the child Incident Work Info record can be deleted later on via Escalation "SYS:CLN:t...@00:05-StartCleanUp".
The problem is that Filter "HPD:INC:SaveWorkInfo_501_CreateWorkInfo_PWLG`!" does NOT push a record to SYS:Application Status Enabler form. This means that Filter "INT:FNDHPD:ASE:EnableHPDWorkLog_760_PWLG" cannot change the HPD:WorkLog Status from "Delete" to "Enable" when the Incident is saved.
Here is the workaround that needs to be implemented:
==========
Add a Push Field action in filter HPD:INC:SaveWorkInfo_501_CreateWorkInfo_PWLG`!
NOTE: This will be the 2nd action on the If Action tab.
Form Name: SYS:Application Status Enabler
Qualification: $Incident Number$ = 'Request ID01'
If No Requests Match: Create a New Request
If Any Requests Match: Take No Action
Mapping:
Request ID01 = $Incident Number$
HPD:WorkLog = "Yes"
==========
Kelly Deaver
L-3 Stratis / FAA Contractor
L-3 Stratis / FAA Contractor
