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!

Build a filter that errors the user out with the following run-if:

'TR.Status' < 'DB.Status' or 'TR.Status' > ('DB.Status' + 1)


> -----Original Message-----
> From: Tyrone Dee [SMTP:tyrone.dee@AMDOCS.COM]
> Sent: Tuesday, March 06, 2001 12:34 PM
> 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!
>

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!

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!

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!

The way we do it is to set up a form which we call 'Allowable Status'. The records in this list the current status and the statii that it can go to, and these are what are reflected in the Status menu. We don't have the core Remedy field on the screen, because being a unum field it's a pain to move through.

Give me a call offline and I'll explain in more detail and give you an example

Cheers

John

-----Original Message-----
From: Tyrone Dee [mailto:tyrone.dee@AMDOCS.COM]
Sent: 07 March 2001 06:34
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!

1. Create a form with two fields, Status and Order, and name it something like "Status List"
2. Add one entry in that form for each status you have.
3. Create a filter and associate it with the main form.
4. Run this filter if TR.Status!=$NULL$
5. The filter should get the DB.Status value using a set field operation by searching the main form
6. The filter then searches the "Status List" form and get the equiavalent Order for DB.Status and TR.Status and stores them in two temp variables.
7. If ( (Order for TR.Status) - (Order for DB.Status) ) != 1, display an error message
8. This example assumes that you have to choose the status consequentially.
9. You can also use this form "Status List" to display the values for the status field in the main form by attaching a search menu to that field.

Best regards,

Ashraf Elrefaey
Remedy Consultant
Workflow Solutions Ltd
* Phone: +64 4 385 2885
* Cellular: +64 21 377523
* Fax: +64 4 385 2911
* E-Mail: mailto:refaey@workflow.co.nz
* Webpage: http://www.workflow.co.nz

-----Original Message-----
From: Tyrone Dee [mailto:tyrone.dee@AMDOCS.COM]
Sent: Wed, 7 March 2001 06:34
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!

Can someone expand on this concept?

If I were to add one status change:

New
Assigned
"First Contact"
Work In Progress
Pending
Resolved
Closed
(clear)

It throws all other messages, etc off, correct?
Any easy way to do this?

Thanks,

Jim

-----Original Message-----
From: Grayson, Grace [mailto:GGrayson@PRIMUSTEL.COM]
Sent: Tuesday, March 06, 2001 10:08 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Re: Statuses


**

Build a filter that errors the user out with the following run-if:

'TR.Status' < 'DB.Status' or 'TR.Status' > ('DB.Status' + 1)


> -----Original Message-----
> From: Tyrone Dee [SMTP:tyrone.dee@AMDOCS.COM]
> Sent: Tuesday, March 06, 2001 12:34 PM
> 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!
>

Yes....If for example, you add a status of "Requested" after "New" it would
throw off the database value of each selection value after "New."
Here is the way it is now (Database value in parentheses):
>New (0)
>Assigned (1)
>"First Contact" (2)
>Work In Progress (3)
>Pending (4)
>Resolved (5)
>Closed (6)

Here is the way it would be by adding "Requested" after "New":
>New (0)
>Requested (1)
>Assigned (2)
>"First Contact" (3)
>Work In Progress (4)
>Pending (5)
>Resolved (6)
>Closed (7)

If anything, add the new status value after the last status that is
currently there.

Sincerely,

Russell Stopek
System Engineer
Globix Corporation
295 Lafayette Street
New York, NY 10012
212-625-7299
rstopek@globix.com

>-----Original Message-----
>From: Action Request System discussion list(ARSList)
>[mailto:ARSLIST@LISTSERV.VISTAIT.COM]On Behalf Of Harris, Jim
>Sent: Tuesday, March 06, 2001 3:38 PM
>To: ARSLIST@LISTSERV.VISTAIT.COM
>Subject: Re: Statuses
>
>
>**
>
>Can someone expand on this concept?
>
>If I were to add one status change:
>
>New
>Assigned
>"First Contact"
>Work In Progress
>Pending
>Resolved
>Closed
>(clear)
>
>It throws all other messages, etc off, correct?
>Any easy way to do this?
>
>Thanks,
>
>Jim
>
>-----Original Message-----
>From: Grayson, Grace [mailto:GGrayson@PRIMUSTEL.COM]
>Sent: Tuesday, March 06, 2001 10:08 AM
>To: ARSLIST@LISTSERV.VISTAIT.COM
>Subject: Re: Statuses
>
>
>**
>
>Build a filter that errors the user out with the following run-if:
>
> 'TR.Status' < 'DB.Status' or 'TR.Status' > ('DB.Status' + 1)
>
>
>> -----Original Message-----
>> From: Tyrone Dee [SMTP:tyrone.dee@AMDOCS.COM]
>> Sent: Tuesday, March 06, 2001 12:34 PM
>> 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!
>>
>
>
>
>
>
>
>
>
>

That's a real good idea, but would I be able to report time
off of these fields? How would I determine how long it took for
a ticket went from assigned to say first contact in the following scenario?
TODAY
>New (0)
>Assigned (1)
>>Work In Progress (2)
>Pending (3)
>Resolved (4)
>Closed (5)



PROPOSED
>New (0)
>Assigned (1)
>>Work In Progress (2)
>Pending (3)
>Resolved (4)
>Closed (5)
>First Contact (6?) *This is the new status change which would be used
normally after "Assigned".

Does this make sense? The analyst needs to move from Assigned -> First
Contact -> Work In Progress, etc.
Would the PROPOSED scenario work?


I really appreciate your assistance!
Jim

-----Original Message-----
From: Russell Stopek [mailto:rstopek@GLOBIX.COM]
Sent: Tuesday, March 06, 2001 12:57 PM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Re: Statuses


**

Yes....If for example, you add a status of "Requested" after "New" it would
throw off the database value of each selection value after "New."
Here is the way it is now (Database value in parentheses):
>New (0)
>Assigned (1)
>"First Contact" (2)
>Work In Progress (3)
>Pending (4)
>Resolved (5)
>Closed (6)

Here is the way it would be by adding "Requested" after "New":
>New (0)
>Requested (1)
>Assigned (2)
>"First Contact" (3)
>Work In Progress (4)
>Pending (5)
>Resolved (6)
>Closed (7)

If anything, add the new status value after the last status that is
currently there.

Sincerely,

Russell Stopek
System Engineer
Globix Corporation
295 Lafayette Street
New York, NY 10012
212-625-7299
rstopek@globix.com

>-----Original Message-----
>From: Action Request System discussion list(ARSList)
>[mailto:ARSLIST@LISTSERV.VISTAIT.COM]On Behalf Of Harris, Jim
>Sent: Tuesday, March 06, 2001 3:38 PM
>To: ARSLIST@LISTSERV.VISTAIT.COM
>Subject: Re: Statuses
>
>
>**
>
>Can someone expand on this concept?
>
>If I were to add one status change:
>
>New
>Assigned
>"First Contact"
>Work In Progress
>Pending
>Resolved
>Closed
>(clear)
>
>It throws all other messages, etc off, correct?
>Any easy way to do this?
>
>Thanks,
>
>Jim
>
>-----Original Message-----
>From: Grayson, Grace [mailto:GGrayson@PRIMUSTEL.COM]
>Sent: Tuesday, March 06, 2001 10:08 AM
>To: ARSLIST@LISTSERV.VISTAIT.COM
>Subject: Re: Statuses
>
>
>**
>
>Build a filter that errors the user out with the following run-if:
>
> 'TR.Status' < 'DB.Status' or 'TR.Status' > ('DB.Status' + 1)
>
>
>> -----Original Message-----
>> From: Tyrone Dee [SMTP:tyrone.dee@AMDOCS.COM]
>> Sent: Tuesday, March 06, 2001 12:34 PM
>> 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!
>>
>
>
>
>
>
>
>
>
>