Set Request/Incident/Problem Status from Change Order

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Overview

This article provides instructions for being able to set the Status of all Request, Incident, and Problem tickets when setting the Status of a Change Order.

This customization was designed for the r11.x releases, and is untested in older releases.

Benefits

• When setting the Status of a Change Order, the Status of all attached Requests, Incidents and Problems can be set.
• The Request/Incident/Problem Activity Logs are annotated with syntax stating that the Status change was initiated by from the Change Order.
• Users have an option per Status Update whether or not to set the Status of the attached Request, Incident and Problem Tickets.

Known Issues

The Status of a Request/Incident/Problem cannot be updated if there are any requirements not yet fulfilled. For example, if RootCause is required on Resolve, then the Status will fail to update on the ticket that needs a RootCause, but will update all the other tickets that have fulfilled their requirements. No alert is provided when a ticket fails to be update.

Procedures

Step 1. Create the script

A script is created as an .spl file and placed in the $NX_ROOT/site/mods/majic directory. When the Service Desk service starts, the contents of the majic directory are processed and cached. You can use any naming scheme you like for your .spl file, but it is recommended that the file be preceded with a 'z' for easy identification as a custom file (eg zMyCompany.spl, zcr_scripts.spl, zMyScripts.spl).

<source lang="javascript">chgalg::zmyscript(...){ if (!is_null(zcr_stat)) { string chg_num, cr_desc, cr_num, cr_origstatsym, cr_stat, cr_statsym, cr_type, wc; object cr_dob, cr_list, group_leader; int cr_count, i; uuid login_userid;

chg_num = change_id.chg_ref_num; cr_stat = zcr_stat; cr_statsym = zcr_stat.sym; wc = format("change = %s AND active = 1 AND status != 'RE'", change_id);

send_wait(0, top_object(), "call_attr", "chg", "current_user_id"); login_userid = msg[0]; send_wait(0, top_object(), "call_attr", "cr", "sync_fetch", "STATIC", wc, -1,0); cr_count = msg[1]; cr_list = msg[0]; if (cr_count > 0) { for(i=0;i< cr_count;i++) { send_wait(0, cr_list, "dob_by_index", "DEFAULT", i, i); cr_dob = msg[0]; send_wait(0, cr_dob, "get_attr_vals",3,"ref_num","type.sym","status.sym"); cr_num = msg[3]; cr_type = msg[6]; cr_origstatsym = msg[9]; cr_desc = "Status changed from \'" + cr_origstatsym + "\' to \'" + cr_statsym + "\' (initiated from Change Order " + chg_num + ")" ; send_wait(0, top_object(), "get_co_group"); group_leader = msg[0]; send_wait(0, cr_dob, "change_status", group_leader, login_userid, cr_desc, cr_stat, NULL); send_wait(0, group_leader, 'checkin'); if (msg_error()) { logf(ERROR, "error changing status to '%s' on %s %s from Change %s - %s", cr_statsym, cr_type, cr_num, chg_num, msg[0]); } else { logf(SIGNIFICANT, "successfully set status to '%s' on %s %s from Change %s", cr_statsym, cr_type, cr_num, chg_num); } } } } }</source>

Step 2. Create the trigger

This step is to create the trigger that will initiate the script. Use the Schema Designer utility to add the following code as a Site-Defined Trigger to the chgalg (Change Activity Log) table. <source lang="javascript">POST_VALIDATE zmyscript() 113 FILTER(type{-> 'CNCL'} || type{-> 'ST'} || type{-> 'CL'});</source> This trigger will activate when the Cancel (CNCL), Update Status (ST), or Closed (CL) Activities are initiated.

Step 3. Add field to Object Engine

This step creates a field that exists only in the Object Engine which means it doesn't have a dedicated field in the database. Make this change by creating a .mod file and placing it in the $NX_ROOT/site/mods/majic directory. Name the .mod anything you like, but it is recommended that it be preceded with a 'z'. The Web Screen Painter cannot be used for making Object Engine fields. Implementing this field adds the ability to select the desired Status for the attached Requests, Incidents, and Problems on an as needed basis.

<source lang="text">OBJECT chgalg {

 ATTRIBUTES Change_Act_Log {
   zcr_stat 	LOCAL	SREL crs;
 };

};</source>

Step 4. Edit the order_status_change.htmpl form

r11.x Screenshot - New Req/Inc/Prb Status

This step will add a dropdown giving the option to set the Status for all the attached Request, Incident, and Problem tickets. Add the following code:<source lang="html4strict"><PDM_IF $args.cr_list.length > 0 > <PDM_MACRO NAME=dtlDropdown hdr="New Req/Inc/Prb Status" attr=chgalg.zcr_stat lookup=no> </PDM_IF></source>

Note: The <PDM_IF> prevents the dropdown from appearing if there are no attached Requests, Incidents, and Problems. Other conditions can be added to the <PDM_IF> if this capability should have more restricted use.

Step 5. Publish the Schema changes

Follow these steps for publishing the schema changes:

1. Save and Publish your Schema changes
2. Stop the Service Desk service
3. Run pdm_publish from a command line
4. Start the Service Desk service

See Also

Propagate Status to Children