CA Service Management

Hello,

Our Service Desk often accidently log an Incident ticket as a Request and vice versa. So we have this common customization on our detail_cr.htmpl and detail_in.htmpl forms:

<PDM_IF "$args.id" != "0" && "$prop.form_name_3" == "edit" && "$args.KEEP.MAKE_COPY" != "1">
<PDM_MACRO name=dtlDropdown hdr="Type of Record" attr=type lookup=no make_required=yes whereclause="sym!='Problem'">
</PDM_IF>

This works fine for allowing a ticket to be changed between an Incident or Request, but does not a log an entry to the Activity log, I want an Activity log entry for reporting purposes.

I assumed I could follow the same logic of how I successfully added an Activity Log entry for my custom field zlogging_method on the cr table.

1. Clicked Administration tab -> Notifications -> Activty Associations and created this:

2. Then added the trigger and ran pdm_publish

POST_CI val_fieldupdate_site(persistent_id, audit_userid, CHANGED_ONLY, zlogging_method) 111 FILTER(EVENT("UPDATE"));

I can already see inside Activty Associations an entry for type, so I added  to the Site-Defined Triggers on the cr table:

POST_CI val_fieldupdate_site(persistent_id, audit_userid, CHANGED_ONLY, type) 111 FILTER(EVENT("UPDATE"));

But still when the ticket type is changed nothing is written to the Activity log.

Any ideas?

Thanks Stuart

Hi Stuart,

Did you recycle the SDM service after making your change? This is a Object layer change and required SDM to be recycled for the change to take effect.

Hi Brian,

Unfortunately recycling Service Desk Manager has had no effect.