Since it is an additional status called resolved to be added, I am thinking to put it at the end. Just don,t have the time deal with the existing workflow. Inserting bsck in the middle, I need to worrying the filter and escalation.
Right? Will try the ar-inside tmr to see the detail workflow. I also locate back the arutilities.com, I used it in 1998/1999. suddenly, I saw back all those names (including yours) here. I am so glad. Thank you all. Omega LiPO -----Original Message----- From: "Rick Westbrock" <[email protected]> Sent: 16/9/2014 0:42 To: "[email protected]" <[email protected]> Subject: Re: Resolved Tickets ** Thanks Jason, I have used Misi’s version of the tool in the past and had a brain cramp the other day where I couldn’t find it on the site. Being able to write a simple config file for that utility to call made it almost trivially easy to insert a new value into an enumerated field. It was a lifesaver for me several years ago where our custom help desk form had something like 14 different values in the Status field and management was adamant about adding a new one smack in the middle of the list. -Rick From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Jason Miller Sent: Friday, September 12, 2014 4:16 PM To: [email protected] Subject: Re: Resolved Tickets ** You had the letters right just in a different order :) archgsel: https://communities.bmc.com/docs/DOC-1074 I didn't find an recent version of archgsel so it is probably better to go with the RRR tool rrrSelectionChange https://rrr.se/cgi/tools/main?tool=rrrSelectionChange Jason On Fri, Sep 12, 2014 at 10:49 AM, Rick Westbrock <[email protected]> wrote: ** Is that a customized version of the ITSM Incident form or is a completely custom form? If the latter then as a long-term solution I would suggest that you get buy-in to add Resolved as a value in the Status menu and build workflow as mentioned before to auto-close Resolved tickets after an interval of time. This will be a major change to the process flow but may be worth the effort. The best way to do this is to use the utility which allows you to insert a new value in an enumerated field and will adjust all existing records in the form as needed to accommodate the change. I can’t remember the name of the program off the top of my head, I thought it was something like arselchg but that isn’t quite right. I am sure someone else on the list will know the correct name though. -Rick From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Omega LiPO Sent: Thursday, September 11, 2014 8:57 PM To: [email protected] Subject: Re: Resolved Tickets ** Hi JD, you are right, agreed with you. The reason is that the customised form, don't have the resolved status, and jumped yo closed. No one knew why that was done long long time ago. I am still struggling to INSERT back the status , or build the "reborn" button. Hi Joel, Your guessing are right, too. The customer got a system tight-in so don't want to change the initial-ticket-id, so as to "highlight" the lengthy outage time. The engine don't want repeat cases, we all knew how-troublesomely about the repeat cases to management. So, I need to fix the situation, and thanks to have this arslist for mind-sharing. Any other suggestions are welcome. Thanks, Omega LiPO [email protected] From: Joel Sender Sent: 12/9/2014 3:16 To: [email protected] Subject: Re: Resolved Tickets ** I agree with the previous responses: Closed is Closed – no re-opening. It sounds like you have a REQUESTER issue. Insisting upon re-opening the original will actually work against the Requester. A new, related case will first have to determine if the SAME problem has resurfaced. If the problem was, for example, the inability to print, the root cause may originally be ‘out of paper’, But the next occurrence could have been a lack of ink/toner, unplugged cable, or a broken printer. Even if it’s the same symptom & root cause, a new ticket will create MORE visibility of a repetitive Problem than a re-open. Of course, if they insist and pull rank, open a Change Request to become LESS ITIL compliant & see what happens ;-) HTH, Joel Joel Sender [email protected] 310.829.5552 <p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bott [The entire original message is not included.] _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
