Mike Park
Valiant Networks
San Jose, CA

-----Original Message-----
From: Rick Cook [mailto:rcook@HDTD.COM]
Sent: Tuesday, March 06, 2001 9:58 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Re: Statuses


Well, it's probably at least as much workflow, but you could make the Status field Read-only, and have the user press a button to move to the next value. Active Links could validate that change conditions had been met, and then do a Set Fields to do the change.

Probably six of one and a half-dozen of the other.



Rick Cook
Remedy Consultant
Herrick Douglass Technology Development

-----Original Message-----
From: Tyrone Dee [mailto:tyrone.dee@AMDOCS.COM]
Sent: Tuesday, March 06, 2001 9:34 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Statuses


I have 9 statuses (see below) - I need to ensure the follow of the statuses are followed and that no one jumps from one status to another - i.e. from Opened & Logged to Assigned, etc.

Other then doing multiple filters does anyone have any suggestions?

Opened & Logged
Returned to Originator
Refused
Evaluated
Accepted
Rejected
Assigned
Completed Chantge(s) Verified
Closed

THANKS!

Tyrone,
I don't understand your statuses and the notion that they must proceed up
the order with no jumps.
Why would you return or refuse something before evaluating it? And how would
it ever get to evaluated if you didn't skip returned and refused?
In any list of Statuses, some state changes are valid and others are
invalid. Create a set of filters to disallow those state changes that are
considered invalid.

Larry Salisbury
Acxiom Corporation
Woodland Hills, CA
voice: 818-715-5679
fax: 818-715-5218

-----Original Message-----
From: Tyrone Dee [SMTP:tyrone.dee@AMDOCS.COM]
Sent: Tuesday, March 06, 2001 09:34
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Statuses

I have 9 statuses (see below) - I need to ensure the follow of the statuses
are followed and that no one jumps from one status to another - i.e. from
Opened & Logged to Assigned, etc.

Other then doing multiple filters does anyone have any suggestions?

Opened & Logged
Returned to Originator
Refused
Evaluated
Accepted
Rejected
Assigned
Completed Chantge(s) Verified
Closed

THANKS!

One way to do this is by creating another form called "State Transitions".
In this form you would have fields: "From Status", "To Status", and "Valid Status"(Yes/No).
Create a record for every state transition and whether it is valid or not.
You could then add either a hidden table or a few hidden fields in your HelpDesk form that the filter will reference upon validation.
Then create a filter that compares the records in this form with the DB.Status and Status of the current HelpDesk Ticket.
If it is a valid state, the Status is Changed. If it is not, then post an error message.

It seems like a little more work up front, but in the long run it will make things a lot easier.

Rather than the validation being just from one status to the next, you may have instances where it isn't valid to go from Opened & Logged to Refused.
So in the State transitions record you have "From State (Opened & Logged)", "To State (Refused)", "Valid Status = No".
Then tomorrow if the business rules change, and that is now a valid state, simply change the Valid Status to "Yes".
This gives you a lot of flexibility in the end, and you won't have to change or add any workflow after the fact.

Hope this helps.


----- Original Message -----
From: Tyrone Dee
To: ARSLIST@LISTSERV.VISTAIT.COM
Sent: Tuesday, March 06, 2001 9:33 AM
Subject: Statuses

I have 9 statuses (see below) - I need to ensure the follow of the statuses are followed and that no one jumps from one status to another - i.e. from Opened & Logged to Assigned, etc.

Other then doing multiple filters does anyone have any suggestions?

Opened & Logged
Returned to Originator
Refused
Evaluated
Accepted
Rejected
Assigned
Completed Chantge(s) Verified
Closed

THANKS!

In response to my Statuses question - you may want to check out what R. Paul
Marcelin has done - outstanding.

http://home.sprintmail.com/~marcelin/rug/index.htm

Do yourself a favour and check this out.

Ty




-----Original Message-----
From: Adam Wilkinson [mailto:awilkins@UMICH.EDU]
Sent: Tuesday, March 13, 2001 8:39 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Re: Statuses


**

R. Paul Marcelin did an excellent presentation at RUG 2000 on this very
topic. You can find it at:

http://www.remedy.com/corporate/events/rug/rug2000/presentations/
FINAL S19 P Marcelin.ppt

NOTE: URL is broken into two lines.

--On Tuesday, March 06, 2001 10:40 AM -0800 PC Wai wrote:

>
>
> I usually build a supportive form to drive the workflow. It is much
> easier to do a table look up instead of many filters tangle together.
>
> PC Wai
> Senior Technical Specialist
> TELUS Enterprise Solutions (formally ISM-BC)
>
>
>
>
> Tyrone Dee on 03/06/2001 09:33:58 AM
>
> Please respond to "Action Request System discussion list(ARSList)"
>
>
> To: ARSLIST@LISTSERV.VISTAIT.COM
> cc: (bcc: PC Wai/ISM-BC)
> Subject: Statuses
>
>
>
> I have 9 statuses (see below) - I need to ensure the follow of the
> statuses are followed and that no one jumps from one status to another -
> i.e. from Opened & Logged to Assigned, etc.
>
> Other then doing multiple filters does anyone have any suggestions?
>
> Opened & Logged
> Returned to Originator
> Refused
> Evaluated
> Accepted
> Rejected
> Assigned
> Completed Chantge(s) Verified
> Closed
>
> THANKS!
>
>



------------------------------------------------------------------------
Adam Wilkinson awilkins@umich.edu 734/936-8368
------------------------------------------------------------------------
University of Michigan
Information Technology Central Services
UMCE User Services

Remedy Helpdesk Project Leader, Consulting Tools Project Leader,
Expert Consultant and Virus Buster
------------------------------------------------------------------------

I implemented the "adaptable application" process that R. Paul Marcelin has done - it is OUTSTANDING! This is going to make my life 100 times easier. No more hard coded statuses!

Check out his web site and download his PowerPoint Presentation:

http://home.sprintmail.com/~marcelin/rug/index.htm

I want to thank R. Paul Marcelin for his PowerPoint Presentation on "adaptable application" process - well done Paul!

Kind regards,

Ty

-----Original Message-----
From: Tyrone Dee
Sent: Tuesday, March 06, 2001 11:17 AM
To: ARS (E-mail)
Subject: Statuses


I have 9 statuses (see below) - I need to ensure the follow of the statuses are followed and that no one jumps from one status to another - i.e. from Opened & Logged to Assigned, etc.

Other then doing multiple filters does anyone have any suggestions?

Opened & Logged
Returned to Originator
Refused
Evaluated
Accepted
Rejected
Assigned
Completed Chantge(s) Verified
Closed

THANKS!