atleast in 7604 sp2 wat i observe is if chosen a Template
If the Summay and Description was null in the CR and not null in the Change Template, then Change Template value will be seen.
If the Summary and Description was not null in the CR and null in the Change Template then the CR value will be retained(this scenario is applicable for you).
If the Summary and Description was not null in the CR and also Not Null in the Change Template then the Change Template value will be picked up and shown in the CR after applying a Template.
so the way i see is ask the users to choose the Template first and then edit the fields(thats the best practise of creating a CR) and then submit the CR.
so now you are in which version of Change Application??
yes basically if the value in CR is not null and null in the Template it should be retained instead of setting the null value from the Template...
after filling in the CR field values when applying the Change Template and get the Active Link Logs....lets see whats the difference to fix it..
meanwhile educate the users to select the Change Template First and then review/edit the Field values then submit the CR.
As Ashwanth mentioned, I also think this issue is partially addressed in some service pack or future release.
For the moment you may do the minor customization to meet your need. Find the AL that assigns the values from the template to the CR form (possibly the AL is CHG:CTU:Select_030_Populate) and remove the field mapping for the description field (or any other field that you do not want to overwrite). Additionaly you can write conditional workflow to replace based on whetehr the field is already NULL or not.
These are the '2' Active Links which retains the value of CR if the Template Value is Null for these '2' Fields....
likewise you will have some Active Links for other fields as well...take the active link log and analyse what these active links doing...is it not firing or
('z1D Notes' != $NULL$) is null or wat???
I dont have def with me...but I do have the structure details..
('Detailed Description' = $NULL$) AND ('z1D Notes' != $NULL$)
Detailed Description= $z1D Notes$
This Active Link checks whether the CR has been already filled inwith the z1d Notes (Detailed Description) value by the User before opening upthe Template Selection Dialog for the Template selection. If it is then theUser Entered value will be retained for this Field.
now do a save as to this AL:CHG:CTU:Select_042_SetDesc and modify accordingly to above details.....
there should be absolutely no need to add additional fields to any of the forms.
The Active Links Ashwanth is refering to are on the CHG:TemplateSPGLookUp form, are there to set temporary fields used in "pushing" values back down through the dialogs.
When you select a Template, you are opening a Dialog form and therefore the mappings are done through the opening / closing of the dialog form (Open Window Action) - this is from the Active Links as follows:
You would need to remove the field from the Mappings (Open Window - Close Mapping) then create the associated workflow to check, or alternately remove the Set Fields Action further up in the Selection process.
I would suggest mapping the Detailed Description to an existing temp field on the Infrastructure Change form (remembering you may need to adjust workflow that is related to the Classic views), then adding in a custom Active Link that then sets the Detailed Description from the temp field if there is no existing text.