Since you want to prevent creation of tickets in a closed status you can create a filter that runs on Submit only with a run-if of 'Status' = "Closed". Sometimes it is easier to have separate filters for Submit and for Modify
Fred -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Gerard Lafontant Sent: Friday, May 20, 2011 12:54 PM To: arslist@ARSLIST.ORG Subject: Re: needs immediate help on this query.... ** Thanks Mark, the organization is big on filter. i tried your query, it's still not allowing me to create without the next workflow forcing it into a Resolution state. Here's the plan: User have found a way to create and close ticket with Status=Closed as way to avoid completing additional (Resolution& Prod Tier's) fields with the Status=Resolved. It works on preventing user to do so on existing/modifying ticket, however, it does not work on new ticket. Now i'm trying to do is to stop all users from creating ticket with 'Closed' status which allows them to close ticket w/o completing the Resolution and additional fields. On Fri, May 20, 2011 at 12:49 PM, Brittain, Mark <mbritt...@navisite.com> wrote: "Basically, i'm forcing user to keep away from using 'Closed' Status resolution and push them to use the 'Resolved' status upon closing a ticket." First off, couldn't you use an active link that changes to Resolved if Closed is selected? If you go with a filter I would suggest using ('DB.Status' != 'Status') AND ('Status' = 'Closed") This is doing the same thing as described below but IMHO is cleaner. Also if you added a status value later you would not have to go back and update this filter. FYI Mark -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of patchsk Sent: Friday, May 20, 2011 12:39 PM To: arslist@ARSLIST.ORG Subject: Re: needs immediate help on this query.... Try this: (($OPERATION$ = "SET" AND (('DB.Status' < "Resolved") OR ('DB.Status' = "Cancelled"))) OR ($OPERATION$ = "CREATE") ) AND ('Status' = "Closed") On May 20, 10:59 am, Gerard Lafontant <gelaf...@gmail.com> wrote: > All, > > Can anyone tell me what am i missing or is wrong from this query that's > causing the filter not to fire (by pass) on new request; and only fires on > modified existing request. Basically, i'm forcing user to keep away from > using 'Closed' Status resolution and push them to use the 'Resolved' status > upon closing a ticket. > > (('DB.Status' < "Resolved") OR ('DB.Status' = "Cancelled")) AND ('Status' > = "Closed") > > Status Value Order: > New=0 > Assigned=1 > In Progress=2 > Pending=3 > Resolved=4 > Closed=5 > Cancelled=6 > > ___________________________________________________________________________ > ____ > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org > attend wwrug11www.wwrug.comARSList: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are" This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 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"
