CA Service Management

We do not use any of the transitions for Change Orders, Incidents, Problems, or Requests. After upgrading to SDM 14.1.03, the change order copy menu results in error as shown below. As a workaround, we are enforced to enable CO status transitions at the moment.

I would like to know if this is a known issue of CP3 and is there a ready test-fix available?

Hi vchinni,

Looks like you have some CO status transition in in-active state.Check and make the CO status transition active.

Thanks

Junaid

Junaid... I'm curious to know, if the status transitions were enforced from cum2 or cum3, as we never had this specific problem prior to upgrade (14.1 cum1.)

Vishnu,

When you copy a change order, most likely its going to some type of default status other than "Open" which it attempts to set it to, but cant because there is no status transition available.  Can you tell me how you have status transitions disabled?    What I would do in this case if you dont want to use them is really enable all of them - thus it would allow any status to transition to any other status without a problem.

Hope this helps.

Jon I.

John, I have already enabled the required CO status transitions but we don't prefer to use for any type of tickets. All status transitions were inactive in our system since previous releases but to fix this particular issue, we were enforced to activate them now.

Vishnu, do you have something similar to

"MODIFY chg status ON_NEW DEFAULT OP;"

in a mod file? If yes, you would need to remove this. Thanks _Chi

Chi… Yes, we have a mod file that we would still like to retain for enforcing new CO status to open

Vishnu, if possible, as a test, can you shutdown SDM, remove that line, start SDM and see if the problem goes away?

If yes, please open a Support case for this. Thanks _Chi

Chi... The problem is not seen after removing the line and disabling all active CO status transitions.

Vishnu, this is what I expected...maybe it is time to open a Support case for further investigation? Thanks _Chi

vchinni I don't really know if status transitions get enforced from one cumulative level to other in SDM.

Also,can you please let me know what are the errors that got logged while you reproduced the issue in the stdlog.