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Service Desk 12.7, different status path by change type

  • 1.  Service Desk 12.7, different status path by change type

    Posted 03-01-2016 08:26 AM

    Hi,

     

    We currently have  Service Desk 12.7 installed and I'm currently facing an issue where we need to have different specific status paths for different type of changes (Normal, Standard, Emergency).

    i.e. : Normal can goes from

    RFC to Prioritized

        to Approved for DEV

        to Cancelled

     

    Standard changes can goes like :

    RFC to DEV In Progress

        to Testing in Progress

        to Implemented

        to Cancelled

     

    Emergency changes can goes like :

    RFC to DEV In Progress

        to Testing in Progress

        to Cancelled

     

     

     

    How can I achieve something like that? 

    Note that :

    The same user can use all different change types. (So data partition option is out)

    I want to filter the dropdown menu before displaying it without having to hardcode all the status paths within the code (so meaning reusing the status path transition functionality).

    I've explored creating a custom operator like VALID_TRANSITIONS one but since I'm unable to the original SPEL code to it, I'm unable to fully reproduce the behavior.

     

    any help would be appreciated

    Regards

    Yves



  • 2.  Re: Service Desk 12.7, different status path by change type

    Posted 03-31-2016 03:46 AM

    Hi,

    I think, a custom status transition table is resolve your need.

     

    like this

     

    table: zchgstatustrans

     

    table content is

     

    Change Type (zchgtype) (SREL chgtype)Change Status (zchgstat) (SREL chgstat)Transition Status (ztransitionstat) (SREL chgstat)
    NormalRFCPrioritized
    NormalPrioritizedApproved for DEV
    NormalApproved for DEVCancelled
    StandartRFCDEV In Progress
    StandartDEV In ProgressTesting in Progress
    .........

     

    in order_status_change.htmpl you may below codes

     

    <PDM_LIST PREFIX=list LENGTH=1 FACTORY=zchgstatustrans WHERE="zchgtype=$args.chgtype and zchgstat='$args.status'">
         <PDM_MACRO name=dtlDropdown hdr="New Status" attr="status" evt="onBlur=\\\"detailSyncEditForms(this);\\\"onChange=\\\"validate_documentcheck(this)\\\"" lookup=no whereclause="(code in ('$list.ztransitionstat'">
    </PDM_LIST>
    

     

    I hope it's your need

     

    Türker