7 Replies Latest reply on Sep 13, 2017 4:08 AM by Sidhdesh Punaskar

    Change mandatory at Incident resolution - filter failing qualification

    saurabh maheshwari

      Hi Guys,

       

      We have one custom field on Incident form name as "Incident trigger from". This field is menu type field with value like Change, Project, Support Issue.this field is mandatory for users at the time of ticket resolution.

      Now the requirement is that if a user is selecting change then change relationship should mandatory with Incident ticket and after a relationship between change and incident, a user should be able to resolve the incident ticket.

       

      To achieve the requirement I have performed the below steps:

      1. Created one display only field on Incident form with name as "zChangeTag"

      2. Created two filters

       

      Filter Name      : A

      Execution Order  : 900

      Enable           : Yes

      Primary Form     : HPD:Help Desk

      Executes On      : Modify

      Run If           : ('Status' = "Resolved") AND ('From' = "Change")

      If Action:-

      Server form name: HPD:Associations

      ($Incident Number$ = 'Request ID02') AND 'Request Type01'  = "Infrastructure Change"

      If no request match set value to Null

      If multiple request match then use first matching request.

      0. Set Field from Current Transaction Action:-

                      Assignments:-

                                      zChange_Flg  = "Change Tag"

       

       

      =============================================================

      Filter Name      : B

      Execution Order  : 901

      Enable           : Yes

      Primary Form     : HPD:Help Desk

      Executes On      : Modify

      Run If           : ('Status' = "Resolved") AND ('zChange_Flg' != "Change Tag") AND ('From' = "Change")

       

      If Action:-

      0. Message Action:-

                      [Message No.: 10000]:-

                                      Please relate Change ticket in Relationship tab to proceed further.

                      Type             : Error

       

       

      if there is no relationship created between Incident and change ticket, still the first filter is running and setting the value in display only field.

      any advice how can I resolve this issue.

       

       

      Regards,

      Saurabh