CA Service Management

Need to capture the time stamp of the incident status change from 'open' to any other status in to a column in detail_in so that this time can be considered as the responding time of that particular ticket. 

Regards,

Vysakh

Hi Vysakh_N,

Here's an example of how to accomplish this..

1. Add zInit_Status_Change to cr schema as a Date field
2. Save and publish
3. Create a .spl file with the following contents and place in nx_root/site/mods/magic

cr::zSetInitStatusChange(...)
{
     string method;
     int activityDate;
     method ="cr::zSetInitStatusChange";
     logf(MILESTONE, "%s started", method);

     activityDate = (int)((date)now());
     uuid who;
     send_wait(0,top_object(), "call_attr", "cnt", "current_user_id");
     who=msg[0];
     send_wait(0, top_object(), "call_attr", "api", "update_object_super", who, persistent_id, 0, "zInit_Status_Change", activityDate);
    
     logf(MILESTONE, "%s ended", method);
}

   4. Create a .mod file with the following contents and place in nx_root/site/mods/magic

MODIFY cr     POST_VALIDATE zSetInitStatusChange() 10011 FILTER(status { 'OP' -> } && EVENT("INSERT UPDATE"));

   5. Add read only date to detail_in form

<PDM_MACRO name=dtlDateReadonly hdr="Initial Status Change" attr=zInit_Status_Change>

   6. Restart SDM services and test

Grant's answer is great. And moves it conveniently to a field you can have on screen as requested.

However, if you only need it for auditing purposes, this is written to the Activity Log anyway and saves you a SPL customisation.

Kyle_R.

Hi Vysakh_N  - did Gran't post help you out here?

If so, can you please mark that one as the correct answer?

Thanks!
Jon I.

Hi Grant,

The solution worked perfectly. Thanks for all the efforts you put into helping others. Really appreciate it.

Regards,

Vysakh

You're welcome!

Vysakh, you could also use the out of box activity notification "Update Status" to implement this...you add an event to this "Update Status"  and in the event you set the condition to check of the type is incident and if the status_prev is Open

and the action to set the custom field to the value now()(you would need to use pdm_load for this purpose as ACT type of macro can't be created from the web interface). This is pretty much the same implementation as suggested by Grant

but using some out of box features. I don't test this yet and just throw here for your consideration. Thanks _Chi

Hi Chi Chen,

I will surely check this out. Thanks for the suggestion.

Vysakh