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SDM 17.3 Request/Incident/Problem Go Button & Viewing Workflow Tasks

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  • 1.  SDM 17.3 Request/Incident/Problem Go Button & Viewing Workflow Tasks

    Posted Jul 03, 2022 11:20 PM
    Edited by STUART MATTHEWS Jul 03, 2022 11:48 PM
    Hello,

    Has anyone out there customized their SDM installation, by adding the zallcrs factory to enable a 'Request/Incident/Problem' Go button, but subsequently found that Workflow Tasks don't appear until you refresh the browser window?

    For example I enter request 685553 in the Request/Incident/Problem field and click Go, and no Workflow Tasks appear (refreshing the window fixes this):


    However if I enter request 685553 in the Request field and click Go, the Workflow Tasks succesfully appear:


    zallcrs factory mod:

    1. Create file named "z_combinedSearch.mod" inside directory "C:\Program Files (x86)\CA\Service Desk Manager\site\mods\majic"

    OBJECT cr {
    FACTORY zallcrs {
    STANDARD_LISTS {
    SORT_BY "open_date DESC, id DESC, status, priority DESC, ref_num";
    MLIST OFF;
    RLIST OFF;
    };
    FUNCTION_GROUP "call_mgr";
    REL_ATTR persistent_id;
    COMMON_NAME ref_num;
    };
    };


    2. Create a new text document named "detail_zallcrs.htmpl", inside directory "C:\Program Files (x86)\CA\Service Desk Manager\site\mods\www\htmpl\web\analyst" with the following content:
    <PDM_INCLUDE FILE=detail_cr.htmpl>

    3. Create a new text document named "list_zallcrs.htmpl", inside directory "C:\Program Files (x86)\CA\Service Desk Manager\site\mods\www\htmpl\web\analyst" with the following content:
    <PDM_INCLUDE FILE=list_cr.htmpl>

    4. Create mod of C:\Program Files (x86)\CA\Service Desk Manager\site\mods\www\htmpl\web\analyst\xx_prop_tab.htmpl, replacing the original code:
    <PDM_IF "$prop.form_name_3" != "edit">
    <PDM_IF "$prop.form_name_2" == "cr" || "$prop.form_name_2" == "in" || "$prop.form_name_2" == "pr">
    <PDM_LIST SOURCE=args.properties>

    with:
    <PDM_IF "$prop.form_name_3" != "edit">
    <PDM_IF "$prop.form_name_2" == "cr" || "$prop.form_name_2" == "in" || "$prop.form_name_2" == "pr" || "$prop.form_name_2" == "zallcrs">
    <PDM_LIST SOURCE=args.properties>
    5. Create file named "usp_web_form.dat" inside c:\temp with the following content:

    TABLE usp_web_form
    code del description dflt_for_obj name wf_resource wf_type
    { "go_zallcrs" ,"0" ,"GO Requests/Incidents/Problems" ,"zallcrs" ,"Requests/Incidents/Problems",
    "$cgi?OP=SEARCH+SID=$SESSION.SID+FID=123+FACTORY=zallcrs+SKIPLIST=1+QBE.IN.ref_num=$searchKey" ,"2" }

    6. Load "usp_web_form.dat" file with command:

    C:\pdm_load -f c:\temp\usp_web_form.dat -i

    7. Update Go Resources for roles.


  • 2.  RE: SDM 17.3 Request/Incident/Problem Go Button & Viewing Workflow Tasks
    Best Answer

    Posted Jul 04, 2022 03:52 AM
    Hi Stuart.
    I was able to reproduce your issue, thanks for the detailed description.
    Good news: I was able to fix it.
    Please adopt file xx_wf_tab.htmpl.
    You will find several lines in this template where the curent factory is part of PDM_IF conditions. Each one has to be enhanced by your new factory "zallcrs".
    For example:
    1)
    <PDM_ELIF "$prop.form_name_2" == "cr"> needs to be changed to <PDM_ELIF "$prop.form_name_2" == "cr" || "$prop.form_name_2" == "zallcrs">
    2)
    <PDM_IF "$prop.form_name_2" == "iss" || "$prop.form_name_2" == "chg" || "$prop.form_name_2" == "cr" || "$prop.form_name_2" == "in" || "$prop.form_name_2" == "pr" || "$prop.form_name_2" == "approval_console">
    needs to be changed to
    <PDM_IF "$prop.form_name_2" == "iss" || "$prop.form_name_2" == "chg" || "$prop.form_name_2" == "cr" || "$prop.form_name_2" == "in" || "$prop.form_name_2" == "pr" || "$prop.form_name_2" == "zallcrs" || "$prop.form_name_2" == "approval_console">

    I suggest adopting all places where factory specific conditions/code are handled, accordingly.

    There might be additional dependencies to the factory name in subsequent functionalities in othe htmpls or javascripts. Anyway, the initial workflow view issue seems to be handled by these modifications.

    Hope that helps
    ...Michael


  • 3.  RE: SDM 17.3 Request/Incident/Problem Go Button & Viewing Workflow Tasks

    Posted Jul 04, 2022 05:27 PM
    Thanks heaps Michael !