Clarity Service Management

Expand all | Collapse all

Request Ticket Status change on Workflow task approved

Jump to Best Answer
  • 1.  Request Ticket Status change on Workflow task approved

    Posted 03-20-2019 10:01 AM

    HI SD users

     

     

    we have classic workflows attached with Request areas having multiple tasks and each task contain 3 statuses (Approve, Reject, Pending)

     

    When the manager changes the status to 'APPROVE' in workflow task, Request ticket STATUS should change to "Approval in Progress" status. for that we have attached default Action Macro 'Set Status = Approval in Progress '

    to workflow Approve Status condition field. But the status of Request Ticket is not changing.

     

    Pls advise. How can we achieve 

     

     

     



  • 2.  Re: Request Ticket Status change on Workflow task approved

    Posted 03-20-2019 11:20 AM

    I can't recall out of box there is such a action macro for chg wf so I think it is a custom one to run your spel code...

    If that is the case, you may want to troubleshoot your spel script.

    In fact, out of box, there is a similar macro to set the cab approval=yes. The script is "

    if(chg.cab_approval !=1)
    {
    object chg_dob;
    send_wait(0, this, "call_attr", "chg", "get_dob");
    if (msg_error())
    {
    logf(ERROR, format("unable to retrieve change order associated to wf"));
    return;
    }
    chg_dob= msg[0];
    if(!is_null(chg_dob))
    {
    send_wait(0, top_object(), "get_co_group");
    if (msg_error())
    {
    logf(ERROR, "get_group_leader () failed: %s", msg[0]);
    return;
    }
    object gl;
    gl = msg[0];
    send_wait(0, gl, "checkout", chg_dob);
    if (msg_error())
    {
    logf(ERROR, "Error checking out dob, error: %s", msg[0]);
    return;
    }
    chg_dob.cab_approval=1;
    send_wait(0, gl, "checkin");
    }
    }

    "

    and I think you can make your action macro similar to this



  • 3.  Re: Request Ticket Status change on Workflow task approved

    Posted 03-20-2019 08:58 PM

    Hello Aamir,

     

    Chi is correct that this is not an out-of-the-box Macro and so is therefore probably custom SPL. Please review as above.

     

    Just one further comment, and that is it doesn't necessarily follow that the Change Order Status should match to the Workflow Status. It might be true for your specific scenario against that Workflow - but it is not true in general.

     

    Potentially it is better to recognise this up front, and design your Scoreboard Queries or Reports or Notifications or whatever to be on the lookout for Workflow Tasks in that Status, rather than relying on the Change Order Status to reflect the Workflow Status. It will give more flexibility going forward to handle the general scenarios.

     

    Up to you.

     

    Kyle_R.

     



  • 4.  Re: Request Ticket Status change on Workflow task approved
    Best Answer

    Posted 03-21-2019 07:12 AM

    Hi 

     

    following link fulfilled my request.

    Change Status of Request when Task Approved 

     

     

    Many thanks for the contribution here