Rick and Fred, I went to the Filter Guide because I couldn't get the Active Link to do the multiple Commit actions. I may have had a Run if of $OPERATION$ = "CREATE" now that I think of it which would stop the second commit. Another reason is that this is a rule and Doug says Rules should run in filters. ;^> I'll probably try what you both suggested an leverage the Phases. Set fields to Assigned then a push fields to Resolved. An escalation takes care of Closing all Resolved tickets after a three day review period. Thanks,
--- John J. Reiser Senior Software Development Analyst Remedy Administrator/Developer Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me ________________________________ From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Grooms, Frederick W Sent: Wednesday, April 28, 2010 6:13 PM To: [email protected] Subject: Re: Set multiple Status levels in a guide. What you need to do is to perform some sort of commit between the setting of the status values. It depends on what your button does. One method is to use Active Link(s) and perform a Commit Changes action between setting the values. If you really want to use Filters (so the user can do a Set All) you can always do a Push action to the same form setting the Status = Status + 1 Fred From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Rick Cook Sent: Wednesday, April 28, 2010 4:41 PM To: [email protected] Subject: Re: Set multiple Status levels in a guide. ** If you only need two values, what about having the first Filter fire in Phase 1? Would that make any difference? I was also thinking of an AL guide, because you can force the Commit Changes action in an AL. Or, maybe just fire the first one in that guide, then have the other one in another guide that fires After Modify. Rick On Wed, Apr 28, 2010 at 2:35 PM, Reiser, John J <[email protected]<mailto:[email protected]>> wrote: ** Hello Listers, ARS 7.1 Patch 6 MS SQL 2005 I am trying to get a guide to run multiple filters that step through the status levels in our home grown Helpdesk. I record the Status-History.TIME.XYZ values to gather metrics. We need to prevent tickets from skipping certain status levels but the Helpdesk Supervisor wants the ability to click a "Quick Close" button. This button will be used at submit time to set the Status-History.TIME.New, Status-History.TIME.Assigned, Status-History.TIME.Resolved and the AutoClose date field. I want it to simulate the action of stepping through the status values or just recording the time in the Status-History.Time values. I tried making two filters that do SET fields Status - Assigned and Status - Resolved respectively. I run them in a guide but the only status value that gets set is the one associated with the second filter in the guide. ( If is swap them the ticket is Assigned and not Resolved.) TIA, --- John J. Reiser Senior Software Development Analyst Remedy Administrator/Developer Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
