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Forcing Refresh of Ticket on Return from Custom Activity

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  • 1.  Forcing Refresh of Ticket on Return from Custom Activity

    Posted 02-22-2016 03:49 PM

    We are using CA Service Desk Manager r12.6.

     

    We have a custom Activity on Inc/Req/Prb that is modelled very closely on the in-built "Update Status" Activity. It also results in the Status of the ticket being updated but when our activity is Saved but the main ticket window does not refresh - so the old Status remains displayed. How can we force a refresh after our activity is completed?

     

    We have compared the code of the menu option in the "menubar_sd" file and the form file with the "Update Status" activity but nothing is obvious to us.

     

     

    Thanks,

     

    Alan



  • 2.  Re: Forcing Refresh of Ticket on Return from Custom Activity

    Posted 02-22-2016 04:00 PM

    Hi,

    In 12.9 and 14.1 the following lines in request_status_change.htmpl are responsible for main form refresh

     

    ahdframeset.top_splash.next_persid = "$args.persistent_id";
    <PDM_MACRO name=dtlForm factory=cr>
    <PDM_MACRO name=dtlStart>

    docWriteln("<input type='hidden' name='HTMPL' value='show_main_detail.htmpl'>");
    docWriteln("<input type='hidden' name='KEEP.IsModified' value='1'>");

    if (_dtl && _dtl.next_persid == "")
        _dtl.next_persid = 'show_main_detail.htmpl';

     

    Most probably the same is in 12.6



  • 3.  Re: Forcing Refresh of Ticket on Return from Custom Activity

    Posted 02-22-2016 04:37 PM

    Hi Gutis,

     

    That exact code does appear in our form (I even saved your example and used a compare utility to be sure there weren't any subtle differences), any other ideas?

     

     

    Thanks



  • 4.  Re: Forcing Refresh of Ticket on Return from Custom Activity

    Posted 02-22-2016 04:46 PM

    Maybe you can attach your custom form?



  • 5.  Re: Forcing Refresh of Ticket on Return from Custom Activity
    Best Answer

    Posted 03-09-2016 02:01 PM

    Hi,

    I'm not sure if this is still an active issue. I have been working on a similar issue were I needed to refresh the Incident detail form after an update from a custom activity.

    I also thought that the KEEP.IsModified would solve it, and it might be that this has to be a part of the "custom activity form".

     

    I did manage to refresh the Incident detail form by adding this to the custom activity form:

     

    if ( typeof parent.opener == "object" && parent.opener != null &&

         typeof parent.opener._dtl == "object" )

        parent.opener._dtl.tabReloadOnSave = "";

     

    I added this just before  the line:

    ahdframeset.top_splash.next_persid = "$args.persistent_id";

     

    Seems that if you don't add this then the tabReloadOnSave in the parent-form will have the value alg if you used the normal way of opening the activity form (popupActivityWithURL)

    Give it a try :-)