Good afternoon, I'm working on something that keeps giving me errors and I was wondering if anyone might have an idea other than deleting the record and creating a new one.
Basically, I have a custom Process Flow Configuration record that I would like to update. When I tried to set the Status to either Offline or Proposed, I was given an error message telling me that I could not do so with any open Change Requests following the flow. Since this is development, I canceled the test CRQs that I entered and was able to move past that error. Now, I'm unable to add a new phase because the current Process Status Lifecycle is completely set up. It gives me an error: Cannot add any more status transitions to the current process as there is already a status transition that sets the status to "Closed". If you want to make changes to this process then please delete the transition which sets status to "Closed". (ARERR 48288) So I click on the one that sets the Status to Closed, and it gives me this error: Unable to delete the status flow starting from Completed as approval configuration is in effect. Source status values for approval: Completed Target status values for approval: Completed (ARERR 48290) So I go into Approval Process Configuration and set the related records to a Status of Offline. This seems to have no effect. Is there somewhere else that I need to go to set something offline to be able to make modifications to the Process Flow Configuration? Since this is development, I will go in and just delete and recreate the records as needed. However, I'm thinking that this is going to be a major issue for my new users in Remedy, as they aren't quite sure how they want the statuses to flow through within Change Management, and we'll likely have them use the system for a few months then adjust things as necessary to fit their usage of the system. I see this as a potential risk because of how difficult it may become to make any changes to this portion of the configuration since 1) you can't have open Change Requests, 2) you apparently can't change existing Process Flow Configuration records, and 3) there will likely be Change Templates and reports that take some value coming from this into consideration (e.g. ignoring the Class field, if you bypass statuses in an Emergency process flow and wish to report on that separately from a normal CRQ.) Does anyone have any suggestions? Am I missing something? I'd like to avoid being asked to make a modification then telling the users that it's going to break everything we already did. If that's the only option, I understand, but I'd prefer to show how flexible ITSM can be to fit their needs in a positive way. Thanks, Shawn Pierson Remedy Developer | Energy Transfer Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
