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JeanF

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About JeanF

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    Level 5 Contributor
  • Birthday 04/08/1989

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    jeancarlosfrancod@hotmail.com
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    Dominican Republic

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  1. Hello Guys, We received a requirement asking us to configure SDM so that only employees would be able to Hols their own tickets, this means that analyst wont be able to make the trasition from Open to Hold. We think the best way to do this is using a condition on the Request Transition " From Open to Hold" that evaluates either the user is an employee or analyst. The thing is that we dont know anything about Spel code and thers not much documentation out there. Can you guys give us a hand on what the code should be to achive this goal. Thanks in advanced. Regards,
  2. Hello, yes if we remove this rule we created from the activity notification it works properly.
  3. Hello Guys We are working with SDM 12.7 We want to create a new notification, this one should send a different email template when the incident is created as a major incident. What we did was: Created a site-defined macro condition: If the major incident checkbox is checked return true. Created the email template. Created a notification rule and assigned the email template and the site-defined condition macro. Added this notification rule to the "Initial" Activity Nofitication. When we do this any notification, related to the "Initial" Activity notification, stop working, and the one
  4. Hello Guys, Im working on SDM 12.7. I created an analyst role but i want this role to have read only permission. This role would be able to see everyones tickets but not able edit them. How can i get this done? Thanks in advanced
  5. Hello Guys, Recently we enabled the log commnet activity notification for the users. This is working fine, but when an employee opens a new ticket it send a notification referring to a log comment that is registerd saying "User did/did not search for knowledge", we are not interested on this particular log comment notification. CA has a document suggesting how to disable this particular log comment (TEC602267 ), after following the instructions there we are still getting the notification. Has anyone disabled this before? Any ideas? Regards.
  6. Hello Guys, Im working on SDM 12.7, we have been requested to create some kind of role that is going to be used just to search tickets number and it has to be an interface like the employee interface. I copied the employee form and changed the data partition on the role but i still cannot access to the other tickets. Any idea how can i accomplished this? Regards.
  7. Hello guys, im trying to build a report for SDM change orders. Does anyone knows where is the relation between a change order and its workflow? What i want to do is have a report that shows all the change orders and the workflow task that each has attached, then get the duration, assignee and etc on each task.. But i havent been able to find the relationship between the chg table and the workflow in the DB. Thanks in advanced.
  8. Hello Guys, Im looking for a way to write on the External System ticket field of an incident by using the MailEater. there is no reference on the text_api.cfg file so im thinking that i will need to add it there first to make it work, i have already read a couple of posts about adding a new fields on the text_api.cfg file but nobody has been lucky, and the admin guide is not of much help. Can someone give me a hand on this please. Thanks in advanced.
  9. Hello Guys, We are on SDM 12.7 We are using service types to handle the SLA events and stuff, we are looking to automatically close the ticket in 48hrs after the ticket status is changed "Requested Closure". The thing is that we have configured the Status "Requested Closure" to stop the Service Type events, so i cannot add an event there to wait for 48hrs because its never gonna be triggered. Is there any other way we can handle this condition to happen other than the Service Types? Thanks in Advanced.
  10. Hello Guys, We are on SDM 12.7 We are using service types to handle the SLA events and stuff, we are looking to automatically close the ticket in 48hrs after the ticket status is changed "Requested Closure". The thing is that we have configured the Status "Requested Closure" to stop the Service Type events, so i cannot add an event there to wait for 48hrs because its never gonna be triggered. Is there any other way we can handle this condition to happen other than the Service Types? Thanks in Advanced.
  11. Hello Guys, All of the sudden SDM 12.7 is giving me this error: 01/22 11:07:17.34 bscsrvsd01 boplgin 77788 ERROR bplaccess.c 3102 AHD04013:Internal error in the method (got_contact_domset): AHD03049: Incorrect input parameter. This error is not harming the operation of the system, but it has all stdlogs files full of just this error. i've been doing some research on the CA Community and someone got this beacause of some Tenancy issue, the thing is i dont have Multi-Tenancy Activated on my SDM environment. Any ideas on this? Thanks in Advanced
  12. I tried doing by the way you said but it hasn't worked, it keeps putting the category as a description, since i dont have much experience on this part of SDM i tried different variants but none has worked. What im doing is on the subject i put "Create Request" and in the message body i put any of these: REQUEST.CATEGORY=Hardware REQUEST.CATEGORY="Hardware" REQUEST.CATEGORY=<Hardware> %REQUEST.CATEGORY=Hardware %REQUEST.CATEGORY="Hardware" %REQUEST.CATEGORY=<Hardware> Is anything on this wrong? it keeps putting that as a description on the ticket
  13. Hello Guys, Im using classic Workflow on SDM 12.7 Quick Question: Is there a way to notify an object when a workflow task is assigned to it?, How? Thanks in advanced
  14. Hello Guys, Im using SDM 12.7, and trying to start using the maileater feature. i was able to create a ticket with a basic test email the email body goes to the description thats great! This ticket assigns to the user who sent the email ( this user is in the Affected end user , requestor, and asignee fileds of the ticket), i need to put some auto assignment into this to manage the assignee field. So what i need to do is to be able to assign the ticket request area from the email, and this will trigger the auto assignment and the ticket will go to the proper analyst. Is there a way i can
  15. Hello Guys, Im using SDM 12.7, and trying to start using the maileater feature. i was able to create a ticket with a basic test email the email body goes to the description thats great! This ticket assigns to the user who sent the email ( this user is in the Affected end user , requestor, and asignee fileds of the ticket), i need to put some auto assignment into this to manage the assignee field. So what i need to do is to be able to assign the ticket request area from the email, and this will trigger the auto assignment and the ticket will go to the proper analyst. Is there a way i can
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