the error we are getting is 100067,,, any clue?? On Thu, Mar 17, 2011 at 12:48 PM, uday kiran <[email protected]> wrote:
> Hi Kelly can u give me the workflow details to disable the copy to new > function and copy to new Incident > > Thanks in advance > Uday > > > n Thu, Mar 17, 2011 at 7:45 AM, Kelly Deaver <[email protected]>wrote: > >> ** >> We actually disabled copy to new and copy all via work flow, replacing >> with a link on the left navigation panel - Copy to New Incident. This works >> similar to the "Copy to New Change" link in Change Management. Why did we go >> to all that trouble? Copy to New and Copy All were both picking up hidden >> fields that caused weird results. On issue was Reported Date since we use >> that in our Service Level Targets. Someone would copy an old incident and it >> would breach the moment it was saved because that field was copied. Trust >> me, don't use copy to new or copy all with ITSM products. There are too many >> hidden work flow monitoring fields that will get out of sync when you used a >> closed ticket to generate a new one using copy to new. >> >> Kelly Deaver >> L-3 Stratis / FAA Contractor >> [email protected] (ARSlist mail) >> [email protected] (Business mail) >> >> >> >> -------- Original Message -------- >> Subject: Re: Copy to New Issue >> From: Roger Justice <[email protected]> >> Date: Wed, March 16, 2011 1:46 pm >> To: [email protected] >> >> ** >> If you are entering a resolution category and the Incident is not resolved >> this is breaking the process since the support person will not be requested >> a resolution category. >> >> >> >> >> -----Original Message----- >> From: uday kiran <[email protected]> >> To: arslist <[email protected]> >> Sent: Wed, Mar 16, 2011 2:43 pm >> Subject: Re: Copy to New Issue >> >> ** Thanks for the reply ,, but it was working fine if we enter those >> values >> >> Uday >> >> On Thu, Mar 17, 2011 at 12:10 AM, Roger Justice <[email protected]> >> wrote: >> >>> ** This function is not valid when creating a new Incident. There are >>> many fields that are hidden on the original Incident that need to be >>> populated as an Incident is worked. >>> >>> >>> >>> -----Original Message----- >>> From: uday kiran <[email protected]> >>> To: arslist <[email protected]> >>> Sent: Wed, Mar 16, 2011 1:50 pm >>> Subject: Copy to New Issue >>> >>> ** Hi when we are creating a new Incident using CTRL + T we are >>> getting a msg to enter the value in Reported Source Field and after >>> entering a value in it when we try to save its asking to enter Resolution >>> Category ,, strange error ,, can any one help me out >>> >>> thanks >>> Uday >>> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ >>> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ >> >> >> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ >> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ >> >> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ >> > > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
