1 2 Previous Next 16 Replies Latest reply on Mar 28, 2020 1:17 AM by Saroj Sahu

    Can we restrict Change Coordinator to start the CRQ before schedule date/time

    JCP Remedy
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      Hi All,

       

      In our environment the change users are starting the change request before scheduled start date/time i.e. They move the CRQ status to "implementation in progress" from "scheduled" even though the scheduled date/time is not started. so I want to put restriction here If they try to move CRQ to "implementation in progress" before scheduled start date.

       

      Immediate response will be appreciated.

       

      Thanks

        • 1. Re: Can we restrict Change Coordinator to start the CRQ before schedule date/time
          Sidhdesh Punaskar

          Write a custom filter to error out message

           

          Run if :

          $TIMESTAMP$ < Scheduled Start Date And 'TR.Change Request Status' > "Scheduled"

          • 2. Re: Can we restrict Change Coordinator to start the CRQ before schedule date/time
            Sinisa Mikor

            Filter Sidhdesh suggests (activated on Modify, if you're wandering about which event to associate it with) would prevent (recording) any premature implementation. but have you considered asking for confirmation instead?  Simple YES/NO dialog with explanation would suffice -- that way those who do not understand the process could be informed/educated that they are not supposed to commence implementation yet, but there would be room left for early start if it is necessary.

            • 3. Re: Can we restrict Change Coordinator to start the CRQ before schedule date/time
              JCP Remedy

              Thanks Sinisa,

               

              Our user requested the same functionality that message need to displayed for user that whether he need to continue or No.

              So I was checking on this SYS:Message Box form for this. But I'm not sure how to use this form, can anyone help me on this?

               

              If we have any other idea better than this then I appreciate it to share the same.

              • 4. Re: Can we restrict Change Coordinator to start the CRQ before schedule date/time
                Sinisa Mikor

                You could use Open Window action to display explanation and collect user's response, then use another workflow element to abort modification unless user insists on continuing (on opening, WhichBtnYesNoCancel selects which button is the default selection).

                 

                Active link #1/Filter #1

                     IF

                          $TIMESTAMP$ < Scheduled Start Date And 'Change Request Status' > "Scheduled"

                     THEN

                          Open Window

                               Window Type           Dialog

                               Form Name              OBJSTR:DialogYesNo

                               Form View Name     ContinueCancel

                               On Open

                                    YesNoDialog Text Area     <explanation presented to user>

                                    WhichBtnYesNoCancel     "Cancel"

                               On Close

                                    <response>                         $Result$

                Active link #2/Filter #1

                     IF

                          <response> = "Cancel"

                     THEN

                          Message

                               Type                         Error

                               X Show Message in Prompt Bar

                2 of 2 people found this helpful
                • 5. Re: Can we restrict Change Coordinator to start the CRQ before schedule date/time
                  JCP Remedy

                  Hi Sinisa,

                   

                  How can we achieve this with Filter? we don't have any open window action in filter.

                  Please suggest how to achieve via filter.

                  • 6. Re: Can we restrict Change Coordinator to start the CRQ before schedule date/time
                    Sidhdesh Punaskar

                    no, you need active link to use open form action

                    • 7. Re: Can we restrict Change Coordinator to start the CRQ before schedule date/time
                      JCP Remedy

                      Hi Sidhdesh,

                       

                      I need to enable pop up message only when CRQ is moved from "Scheduled" to "Implementation In Progress"

                      No pop-up message display If the CRQ is moved from "Implementation In Progress" to "Completed" status.

                      • 8. Re: Can we restrict Change Coordinator to start the CRQ before schedule date/time
                        Sinisa Mikor

                        Since filters run on server side, you may not be able to do it interactively by employing filter.  Perhaps you could restructure process to keep track of how many times transition was attempted -- the first attempt would present error message #1 which could suggest to repeat action if user insists on transition, and the second attempt would ignore error.

                        • 9. Re: Can we restrict Change Coordinator to start the CRQ before schedule date/time
                          JCP Remedy

                          Can you please share more details on how to achieve this.

                          • 10. Re: Can we restrict Change Coordinator to start the CRQ before schedule date/time
                            JCP Remedy

                            Hi All,

                             

                            I achieved this by creating one char display only field and capturing the status of the CRQ before displaying the Pop-up Message

                             

                            Active link #1

                                 IF

                                      $TIMESTAMP$ < Scheduled Start Date And 'Change Request Status' = "Implementation in Progress"

                                 THEN

                                      Set Fields

                                           Char Display Field           Change request status

                                          

                            Active link #2

                                 IF

                                      $TIMESTAMP$ < Scheduled Start Date And 'Change Request Status' = "Implementation in Progress" AND 'Char Display Field' = "Change request status"

                                 THEN

                                      Open Window

                                           Window Type           Dialog

                                           Form Name              OBJSTR:DialogYesNo

                                           Form View Name     ContinueCancel

                                           On Open

                                                YesNoDialog Text Area     <explanation presented to user>

                                                WhichBtnYesNoCancel     "Cancel"

                                           On Close

                                                <response>                         $Result$

                            Active link #3

                                 IF

                                      <response> = "Cancel"

                                 THEN

                                      Message

                                           Type                         Error

                                           X Show Message in Prompt Bar

                             

                            Thank you all for your support.

                             

                            Regards,

                            JCP Remedy

                            1 of 1 people found this helpful
                            • 11. Re: Can we restrict Change Coordinator to start the CRQ before schedule date/time
                              Saroj Sahu

                              As the solution is implemented using ALs, so just be sure that, any other channels of update like APIs, Web services, etc. will still allow this transition. So probably it is a good idea to have it implemented in FIlters.

                              And will it make sense for you to have this set as a global setting on whether to 1. Allow this status transition, 2. Show warning for this or 3. Show error.

                              If yes, you may have such a global config added to the system using some config form and use that config to decide whether to allow or warn or disallow the status transition.

                              • 12. Re: Can we restrict Change Coordinator to start the CRQ before schedule date/time
                                Sinisa Mikor

                                I'm curious as to why you chose to add Active link #1, then repeated its Run If Qualification (expanded by testing Char Display Field); those seem superfluous to me, unless you've encountered a problem when selecting event to trigger active links which wasn't shown in this discussion apart from one mention that it should be Modify, and while that was while discussing filters, the same should apply to active links.

                                 

                                The tricky part in method I've hinted at in my previous reply is saving information that specific user had tried to push specific change process forward already without it being rolled back along with everything else by error message.

                                • 13. Re: Can we restrict Change Coordinator to start the CRQ before schedule date/time
                                  Sinisa Mikor

                                  Start by adding display only field (<Allow premature implementation> in example that follows) used to indicate whether user insists on allowing premature implementation; it could be copied from selection Result on OBJSTR:DialogYesNo ("Yes" would force execution and all other values, including $NULL$, would lead to error).

                                   

                                  If you are using SmartIT, this field would have to be visible so that user could select it manually (in that case, either add green part to active links' qualification to only open dialog if no choice is made and to report error unless user forces process to continue, or hide <Allow premature implementation> from the start by using another active link when user is using MidTier); otherwise, it can be defined as hidden.

                                   

                                  Active link #1

                                      ON

                                            Modify

                                      IF

                                            'Change Request Status' = "Implementation in Progress" AND

                                            'Change Request Status' != 'Change Request Prev Status' AND

                                            $TIMESTAMP$ < 'Scheduled Start Date' AND

                                            <Allow premature implementation> = $NULL$

                                      THEN

                                            Open Window

                                                Window Type          Dialog

                                                Form Name              OBJSTR:DialogYesNo

                                                Form View Name    ContinueCancel

                                                On Open

                                                      YesNoDialog Text Area                        <explanation presented to user>

                                                      WhichBtnYesNoCancel                        "Cancel"

                                                On Close

                                                      <Allow premature implementation>    $Result$

                                  Active link #2

                                      ON

                                            Modify

                                      IF

                                            'Change Request Status' = "Implementation in Progress" AND

                                            'Change Request Status' != 'Change Request Prev Status' AND

                                            $TIMESTAMP$ < 'Scheduled Start Date' AND

                                            <Allow premature implementation> != "Yes"

                                      THEN

                                   

                                            Message

                                                Type                        Error #1

                                                X Show Message in Prompt Bar

                                   

                                  These active links should control behavior in standard user inteface; to achive the same, user or service which attempts to modify change request will have to provide value "Yes" for <Allow premature implementation> in order not to trigger error in following filter.

                                   

                                  Filter #1

                                      ON

                                            Modify

                                      IF

                                            'Change Request Status' = "Implementation in Progress" AND

                                            'TR.Change Request Status' != 'DB.Change Request Status' AND

                                            $TIMESTAMP$ < 'Scheduled Start Date' AND

                                            <Allow premature implementation> != "Yes"

                                      THEN

                                            Message

                                                Type                        Error #2

                                                X Show Message in Prompt Bar

                                   

                                  NOTE: Filter is necessary in all cases where active links can't be used, but active link could be left out (because filter detects the same conditions and generates the same or similar error) if:

                                  • you don't mind executing unnecessary workflow between active link #2 and filter #1
                                  • you don't want two different messages (e. g. Error #1 should only confirm that user had selected to abort, while Error #2 should explain rejection and suggest how to avoid it)
                                  • 14. Re: Can we restrict Change Coordinator to start the CRQ before schedule date/time
                                    Saroj Sahu

                                    A little curious on how the pseudocode for the workflow was generated. Is it DEV Studio DOC feature or some other tool.

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