Changing Requests to Incidents - Revision history

Gityerfix: Reverted edits by Agegeleruvy (Talk); changed back to last version by Gityerfix

2010-11-30T05:26:05Z

Reverted edits by Agegeleruvy (Talk); changed back to last version by Gityerfix

Agegeleruvy at 03:28, 24 November 2010

2010-11-24T03:28:35Z

Gityerfix at 01:03, 27 July 2008

2008-07-27T01:03:03Z

Gityerfix at 01:02, 27 July 2008

2008-07-27T01:02:41Z

Gityerfix at 06:08, 26 July 2008

2008-07-26T06:08:08Z

Gityerfix: /* Step 2. Clear the web cache */

2008-07-18T14:44:07Z

‎Step 2. Clear the web cache

Gityerfix at 18:21, 20 March 2008

2008-03-20T18:21:35Z

Gityerfix at 18:19, 20 March 2008

2008-03-20T18:19:22Z

Gityerfix: New page: This article provides instructions on how to change a Request to an Incident. '''Justification'''
When promoting the use of Self-Help (aka Employee Interface) it is commonly a proce...

2008-03-20T18:13:03Z

New page: This article provides instructions on how to change a Request to an Incident. '''Justification''' When promoting the use of Self-Help (aka Employee Interface) it is commonly a proce...

New page

This article provides instructions on how to change a Request to an Incident.

'''Justification''' 
When promoting the use of Self-Help (aka Employee Interface) it is commonly a process dilemma deciding whether the End User should be creating an Incident or a Request or whether they should be empowered to create both. A good rule of thumb is if training of the Employee Interface is required, then its design has been over complicated. Keeping in mind that the End User will always be requesting something from IT (whether if be a request to fix something, a request for information, or a request for new equipment) the Request ticket is a logical starting point for the End Users. With this simple customization a Request ticket can be easily changed by IT to an Incident.

'''Why this works''' 
Requests and Incidents are saved in the same table and share the same system resources. The only thing that distinguishes the two is the value of a field called type in the Call_Req table. If the value is an ''R'' then the ticket is a Request and an ''I'' is an Incident. By merely change an R to an I we convert a Request to an Incident without breaking any URLs, events, uploaded attachments, etc.

== Step 1. Edit the detail_cr.htmpl ==
Add the following syntax to the detail_cr.htmpl to add a drop-down field for changing the ticket type:
<source lang="html4strict"><PDM_IF "$args.id" != "0" && "$prop.form_name_3" == "edit" && "$args.KEEP.MAKE_COPY" != "1" && $args.children.length == 0>
<PDM_MACRO NAME=dtlDropdown hdr="Ticket Type" attr=type lookup=no whereclause="sym!='Problem'" make_required=yes>
</PDM_IF></source>

{| border=1 width="80%"
|-
| '''$args.id != 0'''
| prevents the field from being displayed on a Request that has not yet been saved.
|-
| '''$prop.form_name_3 == edit'''
| ensures the field is displayed only when in Edit mode.
|-
| '''$args.KEEP.MAKE_COPY != 1'''
| prevents the field from being displayed when a new Request is being created as a result of performing a copy of an existing Request.
|-
|'''$args.children.length == 0'''
| prevents the changing of a Request to an Incident if the Request has children. By not including this clause the Parent/Child concept of being only between tickets of the same type would be broken.
|-
| '''whereclause="sym!='Problem'"'''
| removes Problem from the list of ticket types.
|-
| '''make_required=yes'''
| ensures that there is always a type identified. Otherwise, <empty> could be selected which would impact searches and Stored Queries.
|-
|}

For r11.x releases it is recommended that you edit your pages via the [[Web Screen Painter]]. For older releases you must edit the files directly.

== Step 2. Clear the web cache ==
The final step is to clear Service Desk's cache. The methods vary depending on release.

For r11.x releases publish your changes via the [[Web Screen Painter]]. The process of publishing automatically initiates a [[pdm_webcache]].

For older releases execute [[pdm_webcache]] from a command prompt on the [[Primary Server]]. There is no need to run this command on the [[Secondary Server|Secondary Servers]].

----
<div align='center'>To make corrections or additions to this article, select the ''edit'' tab above. 
To discuss or ask questions about this article, select the ''discussion'' tab above.</div>

[[Category:Customizations]]

@@ Line 1: / Line 1: @@
 __NOTOC__
 [[Category:Customizations]]
@@ Line 14: / Line 6: @@
 == Overview ==
 This article provides instructions on how to change a Request to an Incident. The following logic can be used with minor modification to accomplish all of the following as well:
-*Request &gt; Problem
+*Request > Problem
-*Incident &gt; Request
+*Incident > Request
-*Incident &gt; Problem
+*Incident > Problem
-*Problem &gt; Request
+*Problem > Request
-*Problem &gt; Incident
+*Problem > Incident
 ''NOTICE: This does not work for Change Orders or Issues.''
@@ Line 31: / Line 23: @@
 === Step 1. Edit the detail_cr.htmpl ===
 Add the following syntax to the detail_cr.htmpl to add a drop-down field for changing the ticket type:
-&lt;source lang=&quot;html4strict&quot;&gt;&lt;PDM_IF &quot;$args.id&quot; != &quot;0&quot; &amp;&amp; &quot;$prop.form_name_3&quot; == &quot;edit&quot; &amp;&amp; &quot;$args.KEEP.MAKE_COPY&quot; != &quot;1&quot; &amp;&amp; $args.children.length == 0&gt;
+<source lang="html4strict"><PDM_IF "$args.id" != "0" && "$prop.form_name_3" == "edit" && "$args.KEEP.MAKE_COPY" != "1" && $args.children.length == 0>
-&lt;PDM_MACRO NAME=dtlDropdown hdr=&quot;Ticket Type&quot; attr=type lookup=no whereclause=&quot;sym!='Problem'&quot; make_required=yes&gt;
+<PDM_MACRO NAME=dtlDropdown hdr="Ticket Type" attr=type lookup=no whereclause="sym!='Problem'" make_required=yes>
-&lt;/PDM_IF&gt;&lt;/source&gt;
+</PDM_IF></source>
-{| border=1 width=&quot;80%&quot;
+{| border=1 width="80%"
 |-
 | '''$args.id != 0'''
@@ Line 49: / Line 41: @@
 | prevents the changing of a Request to an Incident if the Request has children. By not including this clause the Parent/Child concept of being only between tickets of the same type would be broken.
 |-
-| '''whereclause=&quot;sym!='Problem'&quot;'''
+| '''whereclause="sym!='Problem'"'''
 | removes Problem from the list of ticket types.
 |-
 | '''make_required=yes'''
-| ensures that there is always a type identified. Otherwise, &lt;empty&gt; could be selected which would impact searches and Stored Queries.
+| ensures that there is always a type identified. Otherwise, <empty> could be selected which would impact searches and Stored Queries.
 |-
 |}

@@ Line 1: / Line 1: @@
 __NOTOC__
 [[Category:Customizations]]
@@ Line 6: / Line 14: @@
 == Overview ==
 This article provides instructions on how to change a Request to an Incident. The following logic can be used with minor modification to accomplish all of the following as well:
-*Request > Problem
+*Request &gt; Problem
-*Incident > Request
+*Incident &gt; Request
-*Incident > Problem
+*Incident &gt; Problem
-*Problem > Request
+*Problem &gt; Request
-*Problem > Incident
+*Problem &gt; Incident
 ''NOTICE: This does not work for Change Orders or Issues.''
@@ Line 23: / Line 31: @@
 === Step 1. Edit the detail_cr.htmpl ===
 Add the following syntax to the detail_cr.htmpl to add a drop-down field for changing the ticket type:
-<source lang="html4strict"><PDM_IF "$args.id" != "0" && "$prop.form_name_3" == "edit" && "$args.KEEP.MAKE_COPY" != "1" && $args.children.length == 0>
+&lt;source lang=&quot;html4strict&quot;&gt;&lt;PDM_IF &quot;$args.id&quot; != &quot;0&quot; &amp;&amp; &quot;$prop.form_name_3&quot; == &quot;edit&quot; &amp;&amp; &quot;$args.KEEP.MAKE_COPY&quot; != &quot;1&quot; &amp;&amp; $args.children.length == 0&gt;
-<PDM_MACRO NAME=dtlDropdown hdr="Ticket Type" attr=type lookup=no whereclause="sym!='Problem'" make_required=yes>
+&lt;PDM_MACRO NAME=dtlDropdown hdr=&quot;Ticket Type&quot; attr=type lookup=no whereclause=&quot;sym!='Problem'&quot; make_required=yes&gt;
-</PDM_IF></source>
+&lt;/PDM_IF&gt;&lt;/source&gt;
-{| border=1 width="80%"
+{| border=1 width=&quot;80%&quot;
 |-
 | '''$args.id != 0'''
@@ Line 41: / Line 49: @@
 | prevents the changing of a Request to an Incident if the Request has children. By not including this clause the Parent/Child concept of being only between tickets of the same type would be broken.
 |-
-| '''whereclause="sym!='Problem'"'''
+| '''whereclause=&quot;sym!='Problem'&quot;'''
 | removes Problem from the list of ticket types.
 |-
 | '''make_required=yes'''
-| ensures that there is always a type identified. Otherwise, <empty> could be selected which would impact searches and Stored Queries.
+| ensures that there is always a type identified. Otherwise, &lt;empty&gt; could be selected which would impact searches and Stored Queries.
 |-
 |}

@@ Line 16: / Line 16: @@
 == Justification ==
 When promoting the use of Self-Help (aka Employee Interface) it is commonly a process dilemma deciding whether the End User should be creating an Incident or a Request or whether they should be empowered to create both. A good rule of thumb is if training of the Employee Interface is required, then its design has been over complicated. Keeping in mind that the End User will always be requesting something from IT (whether if be a request to fix something, a request for information, or a request for new equipment) the Request ticket is a logical starting point for the End Users. With this simple customization a Request ticket can be easily changed by IT to an Incident.
 == Why this works ==

@@ Line 1: / Line 1: @@
 __NOTOC__
 [[Category:Customizations]]
-<div align='center'><font color="green">To make corrections or additions to this article, select the ''edit'' tab above.<br>
+{{Global Header}}
-To discuss or ask questions about this article, select the ''discussion'' tab above.</font></div>
+{{Global Announcement}}
 == Overview ==

@@ Line 1: / Line 1: @@
 This article provides instructions on how to change a Request to an Incident. The following logic can be used with minor modification to accomplish all of the following as well:
 *Request > Problem
@@ Line 5: / Line 11: @@
 *Problem > Request
 *Problem > Incident
 ''NOTICE: This does not work for Change Orders or Issues.''
+== Justification ==
-'''Justification'''<br>
 When promoting the use of Self-Help (aka Employee Interface) it is commonly a process dilemma deciding whether the End User should be creating an Incident or a Request or whether they should be empowered to create both. A good rule of thumb is if training of the Employee Interface is required, then its design has been over complicated. Keeping in mind that the End User will always be requesting something from IT (whether if be a request to fix something, a request for information, or a request for new equipment) the Request ticket is a logical starting point for the End Users. With this simple customization a Request ticket can be easily changed by IT to an Incident.
-'''Why this works'''<br>
+== Why this works ==
 Requests and Incidents are saved in the same table and share the same system resources. The only thing that distinguishes the two is the value of a field called type in the Call_Req table. If the value is an ''R'' then the ticket is a Request and an ''I'' is an Incident. By merely change an R to an I we convert a Request to an Incident without breaking any URLs, events, uploaded attachments, etc.
+== Procedures ==
-== Step 1. Edit the detail_cr.htmpl ==
+=== Step 1. Edit the detail_cr.htmpl ===
 Add the following syntax to the detail_cr.htmpl to add a drop-down field for changing the ticket type:
 <source lang="html4strict"><PDM_IF "$args.id" != "0" && "$prop.form_name_3" == "edit" && "$args.KEEP.MAKE_COPY" != "1" && $args.children.length == 0>
 <PDM_MACRO NAME=dtlDropdown hdr="Ticket Type" attr=type lookup=no whereclause="sym!='Problem'" make_required=yes>
 </PDM_IF></source>
 {| border=1 width="80%"
@@ Line 47: / Line 49: @@
 |-
 |}
 For r11.x releases it is recommended that you edit your pages via the [[Web Screen Painter]]. For older releases you must edit the files directly.
+=== Step 2. Clear the web cache ===
 == Step 2. Clear the web cache ==
 The final step is to clear Service Desk's cache. The methods vary depending on release.
@@ Line 58: / Line 58: @@
 ''For older releases'' execute [[pdm_webcache]] from a command prompt on the [[Primary Server]]. There is no need to run this command on the [[Secondary Server|Secondary Servers]].

← Older revision		Revision as of 18:19, 20 March 2008
Line 1:		Line 1:
−	This article provides instructions on how to change a Request to an Incident.	+	This article provides instructions on how to change a Request to an Incident. The following logic can be used with minor modification to accomplish all of the following:
		+	*Request > Problem
		+	*Incident > Request
		+	*Incident > Problem
		+	*Problem > Request
		+	*Problem > Incident
		+
		+	NOTICE: This does not work for Change Orders or Issues.