Thanks for the reply Joe. The customization I was referring to was the addition of a character field on the "Classification" tab on the HPD:Help Desk form, when the form still showed the "Classification" tab in version 7.01 (BMC Remedy Administrator). We are still using the "Classic" view. When I go to the Developer Studio, this form, HPD:Help Desk, no longer has the Classification tab included.
I had created 2 Active Links that invoked workflow related to this field; both of the Active Links now show HPD:Help Desk Classic as an associated form, with HPD:Help Desk still as the Primary form. Interestingly enough, both Active Links work well. Field name: Cost Centre / EOC Field Type: Character Permissions: Incident Users Change Entry Mode: Optional The first Active link is used to give a message and to set focus on the Cost Centre / EOC field if a particular product is selected and if the Cost Centre / EOC field is currently null. This works well. The second Active Link is used to give an error if the user tries to save when a particular product is selected and the Cost Centre / EOC field is null. This works well. The issue is: when creating a new incident, the saving of the cost centre / EOC field works; when trying to save a cost centre number to an existing incident, it does not work. I have captured Active Link and filter logs and I have not been able to figure this out, yet. Thank you, Susan Champagne From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Joe D'Souza Sent: March-18-14 2:55 AM To: [email protected] Subject: Re: Customized field peculiarity on HPD:Help Desk after 7.6.04 upgrade ** Susan, You haven't stated what customization you have performed on that field, which would help us readers to understand what exactly your problem might be. Without knowing what the original properties of that field was and what customizations you have performed to that field, whatever we might suggest would only be a shot in the dark. That having been said, it would also help if you could take workflow logging (both filter and active links) at the time of saving the new incidents and old incidents so there could be something to compare on that field, to see what might be going on, in the event that it is some new or customized workflow that might be the rogue. Cheers Joe ________________________________ From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Champagne, Susan Sent: Monday, March 17, 2014 3:06 PM To: [email protected]<mailto:[email protected]> Subject: Customized field peculiarity on HPD:Help Desk after 7.6.04 upgrade Hi folks, I have found that a customized character field, that I had created in Remedy 7.01, is working with new incident requests, but not with existing incidents. When hitting the Save button, after entering anything into this character field, on existing incidents, the contents of the field are removed. When trying to troubleshoot the issue, I found that the form, HPD:Help Desk, no longer has the same tabs, including the Classification tab, where the field was created. I looked at the join form, HPD:Help Desk Classic, and I see that the field is showing there. So, I thought I would just recreate the field, on the classic form, which I did on my development system, but found that the field was not a searchable field as the entry mode is not editable; it is display only. I have since read that all you can get from adding a field to a join form is a display only field. Other than the "searchable" concern, the field actually performed well. But, it is imperative that I have a searchable field for this scenario. Can anyone suggest how I might accomplish this? Thank you, Susan Champagne _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ **************************************************************** The information contained in this e-mail and document(s) attached are for the exclusive use of the addressee and may contain confidential, privileged and non-disclosable information. If the recipient of this e-mail is not the addressee, such recipient is strictly prohibited from reading, photocopying, distributing or otherwise using this e-mail or its content in any way. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
