CA Service Management

We are using CA Service Desk Manager r12.6.

We have a custom Activity on Inc/Req/Prb that is modelled very closely on the in-built "Update Status" Activity. It also results in the Status of the ticket being updated but when our activity is Saved but the main ticket window does not refresh - so the old Status remains displayed. How can we force a refresh after our activity is completed?

We have compared the code of the menu option in the "menubar_sd" file and the form file with the "Update Status" activity but nothing is obvious to us.

Thanks,

Alan

Hi,

In 12.9 and 14.1 the following lines in request_status_change.htmpl are responsible for main form refresh

ahdframeset.top_splash.next_persid = "$args.persistent_id";
<PDM_MACRO name=dtlForm factory=cr>
<PDM_MACRO name=dtlStart>

docWriteln("<input type='hidden' name='HTMPL' value='show_main_detail.htmpl'>");
docWriteln("<input type='hidden' name='KEEP.IsModified' value='1'>");

if (_dtl && _dtl.next_persid == "")
    _dtl.next_persid = 'show_main_detail.htmpl';

Most probably the same is in 12.6

Hi Gutis,

That exact code does appear in our form (I even saved your example and used a compare utility to be sure there weren't any subtle differences), any other ideas?

Thanks

Maybe you can attach your custom form?

Hi,

I'm not sure if this is still an active issue. I have been working on a similar issue were I needed to refresh the Incident detail form after an update from a custom activity.

I also thought that the KEEP.IsModified would solve it, and it might be that this has to be a part of the "custom activity form".

I did manage to refresh the Incident detail form by adding this to the custom activity form:

if ( typeof parent.opener == "object" && parent.opener != null &&

     typeof parent.opener._dtl == "object" )

    parent.opener._dtl.tabReloadOnSave = "";

I added this just before  the line:

ahdframeset.top_splash.next_persid = "$args.persistent_id";

Seems that if you don't add this then the tabReloadOnSave in the parent-form will have the value alg if you used the normal way of opening the activity form (popupActivityWithURL)

Give it a try :-)