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!
>>
>
>
>
>
>
>
>
>
>

I've resolved this by replacing the drop-down list with a charachter field,
then attached a menu with the values I wanted...not pretty, but it lets you
look at charachter, not numeric, values...
----- Original Message -----
From: "Harris, Jim"
To:
Sent: Tuesday, March 06, 2001 3:38 PM
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!
> >
>
>
>
>
>
>
>

>

Another approach:

Create a form that have the following fields(Status Form):
- Status
- To status
- Valid (Yes/No)
Here you add all the status changes, ie:
Completed -> Closed = valid
Closed -> Completed = not valid

Cretate a new status field(character field with a query menu) in your main
form, (hide the core status field) The core status field is still used in
the workflow.
The query menu query the Status Form, and the qualification is the hidden
core status field and valid = Yes. The new status menu will only show the
valid status changes. Add a filter that set the hidden core status field
with the value form the status field.

This makes it easy to maintain changes if you want to change the valid
status changes.

--
Jarl Groneng
jarl@nextra.com
http://www.arutil.com





-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@LISTSERV.VISTAIT.COM]On Behalf Of Tyrone Dee
Sent: 6. mars 2001 18:34
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!

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!
>>
>
>
>
>
>
>
>
>
>

Create a filter that does a set-fields of $TIMESTAMP$ to an audit field for
each status. For MTR between statuses, do a set field of previous status'
$TIMESTAMP$ field - $TIMESTAMP$.

> -----Original Message-----
> From: Harris, Jim [SMTP:jrharris@DREAMWORKS.COM]
> Sent: Wednesday, March 07, 2001 2:38 PM
> To: ARSLIST@LISTSERV.VISTAIT.COM
> Subject: Re: Statuses
> Importance: High
>
> **
>
> 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!
> >>
> >
> >
> >
> >
> >
> >
> >
> >
> >
>
>
>
>
>
>
>
>

Tyronne,
We have a form that has 18 statuses. We disable the status field for all
actions except queries and only allow workflow to make changes to the status
field. This way you can use the status history time. Beware, when you add
new statuses you have to add them at the bottom of your attributes. This way
you will not disturb existing records. Hope this helps.

Roger A. Nall
Project Manager
Remedy Administrator
Covista Communication
888-890-7600x7446
rnall@covistacom.com

-----Original Message-----
From: Harris, Jim [mailto:jrharris@DREAMWORKS.COM]
Sent: Wednesday, March 07, 2001 2:38 PM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Re: Statuses
Importance: High


**

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!
>>
>
>
>
>
>
>
>
>
>

There is a utility on Remedy's web site called "archgsel" and is available under Development tools the Utilities studio.

Description: This utility will update the definition of the selection field and will update data values within the selection field

The archgsel program will let you add an item to, remove an item from, or switch two items in a selection type list. This includes updating existing entries within the database to match the new definition. If the field is the status field, the status history is also updated.

You run this from the command line, put in your old values and what you would like the new values to be. It makes all the changes for you without the headaches and hassles!

Hope it does help! M

-----Original Message-----
From: Harris, Jim [ mailto:jrharris@DREAMWORKS.COM]
Sent: 3/7/2001 1:38 PM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Re: Statuses
Importance: High


**

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!
>>
>
>
>
>
>
>
>
>
>

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
------------------------------------------------------------------------

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!

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!