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bz0rvc

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About bz0rvc

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  1. Update I found two and resolved two items: 1. I corrected the spelling in the activity association object type field of my custom field (the field is case sensitive). This allows me to create a site defined condition (macro) that references this custom field. 2. I changed the notification method of my linked message template to automatic I can now get Service Desk to send a notification when the major incident field is checked. However when i try to change the rule to point to my custom field (use the condition that evaluates whether or not my custom field is checked). The notification is no longer triggered. I am trying to isolate the difference between my custom field (an active/inactive checkbox) and the major incident OOB field (yes/no checkbox). They have the same kind of activity association, both are active for request incident problem. Can anyone point me to field setting i can compare?
  2. We are running 12.9. We would like to add a notification for request/incident/problem that will notify object contacts and specific contacts when a custom field named "workaround?" is checked by an analyst. Is this something I can set up through the front end of the administration portal? From my research it seems that I need to create a site-defined condition that checks to see if the data in the field is Yes and link the condition to a notification rule and email template. I am familiar with how to assign who receives the notification in the notification rules window. I got an error trying to create a site-defined condition for my custom field so I tried to test the rest of the setup by using the existing OOB "major incident" checkbox instead but I have still not been able to trigger any notices. Can anyone help me see what I'm missing. My steps 1. Create site defined condition. Macro Code is: if (( !is_null(getval_by_name("major_incident")) && getval_by_name("major_incident") == 1 )) set_return_data(TRUE); else set_return_data(FALSE); Note: eventually I want this to point to my custom field workaround? but for now I was trying to reduce variables and use an OOB field 2. Create a new notification rule - linked the above condition in the condition field -added my name to the contact list to test notification trigger -added an email template to the message template field - I did NOT add anything to the related activity notification tab I tested by opening an existing, active incident. Checked the major incident checkbox. Clicked save. I did not receive a notification. I checked the notification history from the view menu of the incident and I did not see any record for the major incident update notification. I did see an activity log update like we have always seen. Finally all other notifications are continuing to work as expected. Thank you for your consideration
  3. Thank you for your review. I will take the suggestion and open a ticket.
  4. Thank you for the suggestion. I hadn't checked this before. I did the search as described and can confirm that Assignee, Assignee prev, Group, Group prev, and organization are active activity associations associated to the change order activity type Transfer. It was already configured this way. Any other ideas?
  5. Version 12.9 We are just starting to use the change module of Service Desk. The transfer notification is not working. The initial and closed notifications are working and the transfer notification for Request/Incident/Problem is also sending. But we cannot determine why transfer for change module notification is not sending. Please help. Details Version 12.9 OOB Activity Notification "Tranfer" is active. When object type "change orders" is selected I can verify it is linked to the default transfer notification rule for change with no survey or events specified default transfer notification rule for change is active. The object contacts are specified (same object contacts we use for initial and closed notifications). There are no contact or contact types that we want to notify. Just object contacts Message template: default transfer message template for change is active and is set to Auto Notification "Yes". Notify level is "Normal" The group and contacts that we are testing with are set to get email notifications for low, normal, high, and emergency notification methods. These groups and contacts are receiving emails for other change notification (initial and closed) and request/incident/problem notifications including transfer notification
  6. In Service Desk 12.9 - we would like to use the tag_custom_x option in knowledge templates to capture site custom field in the request ticket. We cannot determine how to map these tags to fields in the request table. Please help us determine how to define these tags.
  7. Is it possible to set up two types of resolved request/incident/problem statuses? I've been asked to set up both 1) resolved status that will auto close (following our auto close settings) and 2) a resolved status that will not auto close. We need both statuses to update the resolved date field, activity log, and send a automatic notification. Whether or not the activity log and notification contain auto-close information needs to be specific to the type of resolution status selected. We are using service desk 12.9 thanks for you help!
  8. Is it possible to set up two types of resolved request/incident/problem statuses? I've been asked to set up both a) resolved status that will auto close (following our auto close settings) and a resolved status that will not auto close. We need both statuses to update the resolved date field, activity log, and send a automatic notification. Whether or not the activity log and notification contain auto-close information needs to be specific to the type of resolution status selected. We are using service desk 12.9 thanks for you help!
  9. Hi- We are running on 12.5 and have a couple questions on information stored in properties. Is it possible to capture updates to property information in the activity of a request, incident, problem ticket? Is it possible to search for this data from the list pages? Thanks!
  10. The issue I had was not matter what I had clicked on "New Knowledge File" did not display at all , it was not a matter of being enabled or disabled. Although I have not intentionally modified the menubar_kt file I replaced the code with the CA standard version and now the "New Knowledge File" option appears as you described (dependent on selecting a category). However, I am unable to attach file as the page loads incredibly slow and usually times out. This issue does not occur for knowledge documents. Are there any permissions I need to set specifically for knowledge files? Or are these permissions managed according to how I set permission to knowledge documents? Thanks
  11. I'm interested in adding some knowledge files to our Knowledge database, but I'm unable to navigate to the necessary screens. How do I verify that knowledge file permissions are correctly set up. I am using Service Desk 12.5. Logged in as an Administrator and Knowledge Administrator I was not able to follow the directions in the Online help. "Choose New File from the menu on the Knowledge Tab" The option simply did not display. Appreciate your help!
  12. We are running 12.5. We are noticing that when we attach documents will long titles the whole title does not display in the table. The documents have no trouble opening, which makes me believe it is simply a display issue. Is there a maximum set somewhere? Is it possible to use two lines to display the document title?
  13. I don't know how to get just what you asked for parent.priority = 0 and parent.type= '\I\' AND active=1 AND type = \'R\' will return all active child requests with parent ticket with priority You need to modify that to search children instead of parent
  14. Hi, We are running 12.5. I am trying to allow users to search request, incident, and problem tickets at the same time. We have scoreboard nodes that let us search multiple tickets but a dropdown field on the actual list screen would be helpful. I've been able to get this working for the request search screen (list_cr.htmpl) but not incidents or problems. The request file already had a section of code for a hidden search filter. I removed the else statement so that the dropdown would display. Then I added a line for "All Tickets" with a search argument that included all three types. This worked great. The problem I ran into is that this code was not on the incident or problem search files. When I added them they didn't work in the same way the request searchfilter did. For example, I selected "Requests and Incidents" from my new dropdown. The search table only displayed the incidents. Another search, I selected "Requests and Problems" from the dropdown (starting on the incident search page). the search table told me that it could find no incidents. Meanwhile these kind of searches (All tickets, incidents only, incidents and problems etc) from the request search screen returned requests, incidents, and problems. I noticed other lines of code that were on the list_cr.htmpl file but not list_in or list_pr that I thought might relevant. This section had a pdm_include file for incidents and problems. However, when I added this section to the incident page (changing references to incident to request) I got a recursive error on both the incident and request screens. "AHD04713:Recursive PDM_INCLUDE in path list_in.htmpl->list_cr.htmpl->list_in.htmpl at list_cr.htmpl[10] " Appreciate any suggestions on how to get this working for incidents. Code sections are below for reference. Modified list_cr.htmpl code (successful for list_cr but not list_in) <PDM_IF "$env.NX_OTB_MARKET" == "itil"> <PDM_MACRO NAME=sfStartRow> searchFilterDropdown("Ticket Type","type","", "Request","( type = 'R' OR type = '' OR type IS NULL )","<selected>", "Incident","(type = 'I')", "Problem","(type = 'P')", "All Tickets","( type = 'R' OR type = 'I' OR type = 'P' )", "Incidents and Problems","( type = 'I' OR type = 'P' )", "Requests and Incidents","( type = 'R' OR type = 'I' )", "Requests and Problems","( type = 'R' OR type = 'P' )", 2); </PDM_IF> PDM_INCLUDE code section I added to list_in (created the recursive error) <PDM_IF "$args.search_sql_clause" : "type = *'[Rr]'" && "itil" == "$env.NX_OTB_MARKET"> <!-- Added for ITIL Requests --> <!-- Stored query can use all of the following '=','LIKE', 'like' and 'LiKe' --> <PDM_INCLUDE FILE=list_cr.htmpl> <PDM_ELIF "$args.KEEP.save_sql_clause" : "type = *'[Rr]'" && "itil" == "$env.NX_OTB_MARKET"> <!-- Added for ITIL Requests --> <!-- After a scoreboard query, when using List All. --> <PDM_INCLUDE FILE=list_cr.htmpl> <PDM_ELIF "$args.additional_where_clause" : "type = *'[Rr]'" && "itil" == "$env.NX_OTB_MARKET"> <!-- Added for ITIL Requests --> <PDM_INCLUDE FILE=list_in.htmpl> <PDM_ELIF "$args.search_sql_clause" : "type = *'[Pp]'" && "itil" == "$env.NX_OTB_MARKET"> <!-- Added for ITIL Problems --> <PDM_INCLUDE FILE=list_pr.htmpl> <PDM_ELIF "$args.KEEP.save_sql_clause" : "type = *'[Pp]'" && "itil" == "$env.NX_OTB_MARKET"> <!-- Added for ITIL Problems --> <!-- After a scoreboard query, when using List All. --> <PDM_INCLUDE FILE=list_pr.htmpl> <PDM_ELIF "$args.additional_where_clause" : "type = *'[Pp]'" && "itil" == "$env.NX_OTB_MARKET"> <!-- Added for ITIL Problems --> <PDM_INCLUDE FILE=list_pr.htmpl> <PDM_ELSE> * in the list_cr any reference to requests was incidents
  15. zroganization is null works marvelously!! Thanks so much! Since I was curious, I tried U\'XXX\' but I was given the bad where clause message. U'XXX' wasn't allowed either.
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