CA Service Management

  • 1.  how to change status automatically in SDM 12.7

    Posted Jun 12, 2013 06:15 AM
    Dear All,

    We are auto assigning the incidents to a particular group and assignee based on request area.I want to change the status of incident from "OPEN" to "Assigned" automatically if group and assignee field is not NULL.

    Thanks and Regards,
    Swapnil Agrawal


  • 2.  RE: how to change status automatically in SDM 12.7

    Posted Jun 12, 2013 09:18 AM
    Hi,

    This can be achieved by Spel code customization.

    Here is the sample of Spel code to modify the status of the newly created ticket.

    MODIFY cr status ON_NEW DEFAULT ACK; // assigning default as acknowledged.

    but here i am not sure how to validate the group and assignee are updated.

    waiting for some body to get in and provide a solution.

    Thanks,
    Venkat


  • 3.  RE: how to change status automatically in SDM 12.7
    Best Answer

    Posted Jun 13, 2013 05:59 PM

    v.venkateswarlu wrote:

    Hi,

    This can be achieved by Spel code customization.

    Here is the sample of Spel code to modify the status of the newly created ticket.

    MODIFY cr status ON_NEW DEFAULT ACK; // assigning default as acknowledged.

    but here i am not sure how to validate the group and assignee are updated.

    waiting for some body to get in and provide a solution.

    Thanks,
    Venkat
    Thanks Venkat,

    Good solution. Hopefully Swapnil can write the check to see that the two fields aren't null.
    SPL is best for this, but is an unsupported customisation.

    The test scenario should confirm that the Status is not accidentally set back to "Acknowledged" at other times in the ticket lifecycle.

    The other way to go would be a Conditional Macro and Event that runs periodically and then updates the Status. It's best not to overload the Animator with these types of regular checks though, that are likely only to be met once, if it can be avoided.
    (Maybe attached to "Initial" - or is that too soon in the process flow?)

    A final thought is that it is not all bad to have an Analyst set the first Status on a ticket manually. It gives confidence that a human has looked at the ticket.

    Swapnil - let us know how you go.
    Anyone else - feel free to comment, especially if you run something similar.

    Thanks, Kyle_R.


  • 4.  RE: how to change status automatically in SDM 12.7

    Posted Dec 13, 2013 11:39 AM

    The SPL below works fine,

    Unfortunately it only runs for NEW tickets or RFC's. 

     

    I was trying to do the same for copied change orders. Unfortunately, when I copy a non approved change request, the new change request also comes with tha same non approved status, thus, making the need to have a transition approved from "draft" to "non-approved".

    Advice will be appreciated,

    Ricardo Fernandes