This is the number one complaint from our users following the 11.6 upgrade as well!!!
It looks like my previous response is incorrect, and the form name being wrapped in quotes is not an issue.However, according to the debug logs, it is trying to pass the following URL to assystEJB: http://127.0.0.1:9021/assyst/assystEJB/CustomEntityDefinition?shortCode="FORMNAME"&discontinued=false&fmt=lua&fields=id,shortCode When I open that URL in a browser, I get the following message: return { exception = [=[java.lang.ClassCastException]=],} If I remove the discontinued=false parameter, then it appears to respond with the correct info: So it looks like it is some kind of issue with that parameter…. any suggestions are welcome, but it looks like it might be a bug in the MBR code?
Upon further investigation, I found some more info: It looks like when the form name is passed to the server for lookup, the double quotes from the parameter in the mailboxReader.conf file are being passed as part of the form name. Example: LOGGING_FORM = “SOMEFORM” Is being looked up like: shortCode = "\"SOMEFORM\"", When it should be shortCode = "SOMEFORM", If I remove the quotes from the parameter name, it appears to just treat it like a null variable, and it doesn’t get looked up at all. Anyone have any ideas?
I would suggest shutting down your web service(s) and deleting the \standalone\data and standalone\tmp folders.I have had this problems several times following upgrades. Usually the user’s browser cache does the trick, but if not, then deleting those 2 folders should definitely do it.You could also check your server.log file, but from what I recall, this issue doesn’t generate any error messages.
@cmombo did you update the version in your sys.config?
Can she access it from a different system?
As mentioned, this can’t be done natively in assyst, but I would think it wouldn’t be too difficult to script something like this. Either a custom script with the Action Processor, building a custom automation, or using the API should work just fine.
I would consider using lookup fields on a custom task form, and the tech could select whatever value(s) they need. Then you may be able to use dynamic task expressions to spawn the next task.
For an action template, you can use the following syntax: For single select lookup: $new.event.W("SHORTCODE").name For string fields: $new.event.W("SHORTCODE") Not sure about other field types (boolean, multi select, date, etc).
My thought would be to calculate the time difference between when the ticket was logged, and when a help desk SVD logged an action against it. Tickets with a workflow could be a bit trickier, depending on how your workflows are set up. If you have something like an approval stage that happens before any work gets assigned to a tech, then you might need a different approach. In that case, I would go with something similar, perhaps the time difference between the first stage action taken by a technician, and the previous action. It gets a bit further complicated if you have a scenario where a tech takes an action on a task, but doesn’t close it right away. I think to deal with that, I would maybe look at reporting on the task instead of the parent ticket. It’s a complicated reporting scenario, and I think there is a possibility that you may need to use more than one of those techniques, setting up filters on the query to prevent tickets from being counted twice, and then union the indi
The service catalog provides most of the functionality that a model event would provide, as far as populating a logging form with default values. The only real piece that is missing is the description, which you can kind of work around by using the Guidance feature, which would allow you to populate the description with 1 extra click. The only downside is the guidance doesn’t allow formatted text.
@Alan Macfarlane thanks!! That should definitely work for us, and we are already using auditing, so it should be pretty easy to add this table
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