Latest posts for the topic "Prohibit to close a SR without resolution and solution"

Prohibit to close a SR without resolution and solution

th — GMT

Is there an easy way to prevent SRs to be closed by anybody if the resolution and solution fields are emtpy? I thought about doing this by an escalation rule and a filter phrase, but maybe there is a simpler way...

Prohibit to close a SR without resolution and solution

Haim — GMT

Hello TH.
Please open a service request by sending an email to helpdesk@ilient.com or by from our end user portal at helpdesk.ilient.com and we will provide you a possible method to preform what you have requested.

Prohibit to close a SR without resolution and solution

Obelix — GMT

OOooo THAT was good. I want it !!!
Can't you just treat it as a tip ?

Prohibit to close a SR without resolution and solution

Haim — GMT

You know what obelix.. since this is something that many may need, i'm posting it here.

1. The code to be entered in the customColumns.xml is as follows below. Please create a new XML document and add the below syntax to it.
Please make sure to change the "YourAccountID" to your own account ID:

YourAccountID
sr
ValidateClose
ValidateClose
]]>
]]>
out.append("if (document.frm.status.value==\"3\" && document.frm.solution.value.length==0) {\n");
out.append(" alert(\"Please enter solution!\"); \n");
out.append(" gotoPage('3');\n");
out.append(" return false;\n");
out.append("}\n");
]]>

2. Put the customColumns.xml under ...SysAidServer\root\WEB-INF\conf
2.1 It may be needed to restart the SysAid Server service.

3. Please perform the following additional steps needed to activate the feature:
3.1. In the Service Request form click on the Design Form button (the rulers icon).
3.2. In the top selection "Page:" select "Non Visible Page".
3.3. Add the "ValidateClose" field from the "Available fields" list to the
"Visible Fields" list.
3.4. Click Save. This should activate the feature.

Prohibit to close a SR without resolution and solution

Obelix — GMT

AWWWWwwww....
*closing in to kiss.... and hit the famous Haim stares*
Or not... or not...

Most grateful by the way...
*slight bow smile*

Re:Prohibit to close a SR without resolution and solution

Oded M — GMT

I have a feature request that deals with mandatory fields per status.
See this link [url]http://www.ilient.com/Sysforums/posts/list/0/336.page[/url]
This Feature will make it a bit easier to manage - but or now - Haim's suggestion works fine !!
:lol:
Oded

Re:Prohibit to close a SR without resolution and solution

th — GMT

Thanks Haim! I'll try that asap.

Re:Prohibit to close a SR without resolution and solution

GBDiver — GMT

When I try to select "Not Visible Page" it always reverts back to General Details.
Am I doing something wrong?

Mark

Re:Prohibit to close a SR without resolution and solution

th — GMT

I tried the solution you posted, but I have one problem. When I try to perform step 3.2 the drop down list always jumps back to the currently visible tab (i.e. "General Details" if this is currently displayed). What am I doing wrong?

Re:Prohibit to close a SR without resolution and solution

th — GMT

[quote]GBDiver:
When I try to select "Not Visible Page" it always reverts back to General Details.
Am I doing something wrong?[/quote]

I did not refresh my browser before posting my reply, so I did not read your message...

At least I am not alone.

Prohibit to close a SR without resolution and solution

Haim — GMT

th & GBDiver,
I wasn't able to reproduce the error, i'll test it with our R&D and get back to you ASAP.

Have a great weekend

Re:Prohibit to close a SR without resolution and solution

th — GMT

Any update on this?

Re:Prohibit to close a SR without resolution and solution

techguy — GMT

[quote=th][quote]GBDiver:
When I try to select "Not Visible Page" it always reverts back to General Details.
Am I doing something wrong?[/quote]

I did not refresh my browser before posting my reply, so I did not read your message...

At least I am not alone.[/quote]

I get the same issue, I think sarah has confirmed this in thread http://www.ilient.com/Sysforums/posts/list/512.page but given no issue number

Sarah can you quote the issue number please ?

Re:Prohibit to close a SR without resolution and solution

sarah — GMT

Hello Tech Guy,

I will provide a BUG number on Sunday.

thank

Re:Prohibit to close a SR without resolution and solution

sarah — GMT

Hi,

What version of SysAid are you currently using? 5.5.03 or 5.5.06???

Looking forward to hearing from you.

Sarah

Re:Prohibit to close a SR without resolution and solution

th — GMT

I am using 5.5.04

Re:Prohibit to close a SR without resolution and solution

Joseph Zargari — GMT

Please upgrade to version 5.5.06 to allow the customization of the forms. The upgrade is available at http://www.ilient.com/patches.htm

Re:Prohibit to close a SR without resolution and solution

th — GMT

I did the upgrade and the bug disappeared.
Thanks.

Re:Prohibit to close a SR without resolution and solution

techguy — GMT

upgrading to 5.5.06 fixed it for me too! Who forgot to mention this in the release notes for 5.5.06 .... i would have installed it earlier had I known, I didn't bother because all it said it affected was cmdb and we don't use that module, (you know the old phrase "If ain't broke don't fix it" )

Re:Prohibit to close a SR without resolution and solution

agolder — GMT

ok, so I do have the latest version of SysAid and I did everything up until step 3.3 but dont see "ValidateClose" that I can use. I've restarted the service several times and ever rebooted the server without any luck. What am I doing wrong?

Re:Prohibit to close a SR without resolution and solution

Joseph Zargari — GMT

agolder,

Look at the instructions again and make sure you really didn't miss anything. Did you create that XML file? Did you change the account name on it to fit yours? Did you enter your account name in the correct case? Did you restart the service after creating that XML file?

Re:Prohibit to close a SR without resolution and solution

th — GMT

I have one more thing to add here.

We are currently working with the status as follows:

"New" -> Automated routing to the dispatcher -> Dispatcher acknowledges SR and sets to "Open" -> Dispatcher assigns owner -> Owner acknowledges SR and sets to "Pending" -> Owner solves the problem, types in resolution and solution, [b][color=blue]sets to "Close" and re-assigns to end user[/color][/b] -> End user checks if solution is satisfying and sets to "Verified closed".

Now I would like to do the blue marked part of the work flow automatically. In principle I could do this by an escalation rule like "If closed and request user <> assigned user Then assign and notify". Since reassignments to variable users like "Request User" is not possible I guess this won't work.

Are there other possibilities to achieve the same thing?

Thorsten

Re:Prohibit to close a SR without resolution and solution

andrewl94133 — GMT

How could we modify this code to have Sysaid prompt the administrator to perform a manual task if the urgency is set to a certain value? (Say we wanted the admin to notify the team lead when any High urgency calls were closed for example)

Re:Prohibit to close a SR without resolution and solution

Joseph Zargari — GMT

Andrew,

I'm not quite sure if that's possible to set this up. Please submit a service request with our help desk and we'll check that for you.

Re:Prohibit to close a SR without resolution and solution

PRE — GMT

The code from Haim (validateClose) works very well - thanks for this

I've tried to customize the code for another requirement of our company. We've a "dummy administrator" which is only for to assign new SR from the enduser portal. So other administrator have to assume the SR and close it under their own account. The problem is that probably most the time our administrator would forget to change the "assign to" field to their own account. So I experiment in changing the validateClose-Code:

out.append("if (document.frm.status.value==\"3\" && document.frm.solution.value.length==0) {\n");
to
out.append("if (document.frm.requestUser.value==\"name\") {\n");

...this works fine too. It accept a SR with the defined requestUser not anymore.
But I'd like to prohibit a special value for the administrator which the SR is assigned to. So I tried allready:

- out.append("if (document.frm.assignUser.value==\"name\") {\n");
- out.append("if (document.frm.assignedUser.value==\"name\") {\n");
- out.append("if (document.frm.assignTo.value==\"name\") {\n");

I can't find the right way to query the value which administrator the SR is assigned to.
Please help me.

PRE

Re:Prohibit to close a SR without resolution and solution

Joseph Zargari — GMT

PRE,

We wouldn't be able to assist you here, as we may need to consult this with development.
Please submit a service request with our helpdesk and we'll see how we could proceed with that.

Thanks,
Joseph