In this case, it wouldn't be the "tick box" making them required, because you only want it when the status is resolved or closed.
Your developers can do a filter that fires on resolved or closed that ensures that the fields are filled out.
I vaguely remember there is already some logic in there that either there has to be an entry in the resolution field OR the resolution categories need to be filled out to resolve a ticket but not both. But I may be remembering incorrectly.
Thanks for your response. I don't suppose you have an example script of for the filter? Unfortunately we don't have a dedicated development team so would just be someone with the right access who will have to implement.
I think your correct as currently it will prompt us to fill in resolution fields but if you fill in just one you can then save, but this is not helpful to us for trending and need to ensure users are filling it all in. I'm hoping this is possible so we can make all resolution fields mandatory before closure?
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And I think it should be an Active Link (not a filter) because the action will be triggered by client
Thanks Mohammed, I'll pass this on to them.
There is OOB functionality which will not allow you to change the status of an Incident to Resolved until you fill the status reason. Same holds good for Resolution Category & Status Reason,either of this needs to be filled in before moving to Resolved else it will throw error. However in a case you want both of them to be filled in you can write an Active Link or Filter (in case if incidents get closed by some automation) to full fill your requirement.
Thanks for this information. Any ideas what this Active Link or Filter should state / be?
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Both of the Active Link/Filter can be written on Modify with a Run If Qualification of 'Status' = "Closed" OR 'Status' = "Resolved".
You can either write an custom Error Message by selecting Message in If Action or you can use Change field Action of Active Link/Run Process for FIlter.
You can use the new functions available from Remedy 7.6.04 and above to perform 2 actions:
- Make the each field a "Required Field" as shown by Mohammed (this requires multiple Change Field Actions for each field)
- Use the Function "PERFORM-ACTION-VALIDATE-NULL-REQUIRED-FIELDS" to highlight the fields with a red border where missing: e.g. PERFORM-ACTION-VALIDATE-NULL-REQUIRED-FIELDS PROMPT 1000000063\1000000064\1000000294\1000001270\1000001271\1000001272\1000002268\301133400\1000000349\10
Each field is separated by a "\", but for this to work must first be made manditory by step 1
Both these actions are done via an Active Link(s).
It is recommended to make fields mandatory in an Active Link and not Filters, as there may be integration based requests e.g. BPPM, Third Party that need to be closed without these values being populated/enforced, where a Filter will enforce these and stop the closure.
So, it may depend on your use case for the best option for enforcement.
Carl, but if they are going to use it in SmartIT as well, it will need to be a filter, right?
indeed, I left the "it may depend on your use case" as an open ended answer
Write down a filter on Modify as below:
-> execution option "Modify"
-> Run If should be : ('Tr.Status' = "Resolved" AND ('Resolution Cat1' =$NULL$ OR 'Resolution Cat2' = $NULL$ OR 'Resolution Cat3, =$NULL$))
->Add a error message as per your requirement.
I Hope this will work for you...
Note: Resolution Cat1,Cat2 and cat3 are take for example however you need to replace with the actual fields when writing a filter.
I have used following qualification, but still no success:
('Status' = "Resolved") AND (('Resolution Category' = $NULL$) OR ('Closure Product Category Tier1' = $NULL$) OR ('Closure Product Category Tier2' = $NULL$))
I have even restarted the SmartIT/MyIT service running on the server...