5 Replies Latest reply on Apr 20, 2012 2:29 AM by kec

Reopen action on Incident - attributes still read-only

kec Apr 19, 2012 7:18 AM

Hello,

I've just amended a process to add a REOPEN action for a group of analysts.

The REOPEN action that:

adds an assignment
checks the clock and starts if it is stopped
moves to a status called REOPENED
then offers 2 actions, one to CLOSE and one to 'CONTINUE TO IN PROGRESS'

As neither of the 2 statuses above are closed-type statuses I would expect that the Incident window attributes automatically become editable at those statuses but I have to close and reopen the Incident record to edit these attributes,

Is this as expected?

We have a Change process which works similarly and the only difference is that it has a windowed 'CREATE TASK' action instead of the windowless 'CONTINUE TO IN PROGRESS'

Many thanks in advance,

Keiron.

1. Re: Reopen action on Incident - attributes still read-only

Chris_W Apr 19, 2012 7:26 AM (in response to kec)

Keiron,

On your process have you set the required statuses "Allow data entry on main window?" to True?

Chris
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2. Re: Reopen action on Incident - attributes still read-only

kec Apr 19, 2012 8:57 AM (in response to Chris_W)

Hi Chris,
thanks for the reply - I've always ignored that setting and now I know why it's there !!

Well done
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3. Re: Reopen action on Incident - attributes still read-only

kec Apr 19, 2012 9:41 AM (in response to Chris_W)

Hi Chris,
when I've tested this it doesn't actually work as expected.
Apparently, reading other threads, this boolean is 'back to front' in that the CLOSE status has this set to TRUE (no editing allowed) and any other status is set to FALSE which would suggest that I could edit the window at that status.

Still puzzled.
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4. Re: Reopen action on Incident - attributes still read-only

hewy06 Apr 19, 2012 10:24 AM (in response to kec)

Hi Keiron

I know in our Change process once we have reopened the change all the fields appear read-only (greyed out) but in fact you can edit them and save the new information. Also like you said if we close the window and reopen then they do appear editable. I assumed it was something to do with the refresh on the window or the fact that it hadn't been refreshed when you select reopen, and just one of those things.

Helen
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5. Re: Reopen action on Incident - attributes still read-only

kec Apr 20, 2012 2:29 AM (in response to hewy06)

Thanks for the reply Helen.
I haven't tried editing the 'greyed out' fields but I'll give it a go.
It does look like it's just a 'feature' of LANDesk but it would be nice to figure out if there's anything we could do within the process to trigger a refresh of the main window.
As I mentioned above, an 'Add Task' action in our Change process seems to trigger a refresh of the parent Change.
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Reopen action on Incident - attributes still read-only

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