Prohibit to close a SR without resolution and solution

 
Author
Message
th
SysAid Mod
250
 
Is there an easy way to prevent SRs to be closed by anybody if the resolution and solution fields are emtpy? I thought about doing this by an escalation rule and a filter phrase, but maybe there is a simpler way...
SysAid Wiz
2449
 
Hello TH.
Please open a service request by sending an email to helpdesk@sysaid.com or by from our end user portal at helpdesk.sysaid.com and we will provide you a possible method to preform what you have requested.
Pushing IT forward
SysAid Wiz
915
 
OOooo THAT was good. I want it !!!
Can't you just treat it as a tip ?
SysAid Wiz
2449
 
You know what obelix.. since this is something that many may need, i'm posting it here.

1. The code to be entered in the customColumns.xml is as follows below. Please create a new XML document and add the below syntax to it.
Please make sure to change the "YourAccountID" to your own account ID:

<?xml version="1.0" encoding="UTF-8"?>
<customColumns>
<customColumn>
<columnAccountID>YourAccountID</columnAccountID>
<columnTable>sr</columnTable>
<columnAttributeName>ValidateClose</columnAttributeName>
<columnCaption>ValidateClose</columnCaption>
<writeControl><![CDATA[
]]></writeControl>
<readControl><![CDATA[
]]></readControl>
<writeValidation><![CDATA[
out.append("if (document.frm.status.value==\"3\" && document.frm.solution.value.length==0) {\n");
out.append(" alert(\"Please enter solution!\"); \n");
out.append(" gotoPage('3');\n");
out.append(" return false;\n");
out.append("}\n");
]]></writeValidation>
</customColumn>
</customColumns>

2. Put the customColumns.xml under ...SysAidServer\root\WEB-INF\conf
2.1 It may be needed to restart the SysAid Server service.

3. Please perform the following additional steps needed to activate the feature:
3.1. In the Service Request form click on the Design Form button (the rulers icon).
3.2. In the top selection "Page:" select "Non Visible Page".
3.3. Add the "ValidateClose" field from the "Available fields" list to the
"Visible Fields" list.
3.4. Click Save. This should activate the feature.
Pushing IT forward
SysAid Wiz
915
 
AWWWWwwww....
*closing in to kiss.... and hit the famous Haim stares*
Or not... or not...

Most grateful by the way...
*slight bow smile*
SysAid VP Product
1175
 
I have a feature request that deals with mandatory fields per status.
See this link https://www.sysaid.com/Sysforums/posts/list/0/336.page
This Feature will make it a bit easier to manage - but or now - Haim's suggestion works fine !!

Oded

This message was edited 1 time. Last update was at Jun. 26, 2008 11:21 AM

th
SysAid Mod
250
 
Thanks Haim! I'll try that asap.
SysAider
49
 
When I try to select "Not Visible Page" it always reverts back to General Details.
Am I doing something wrong?

Mark
th
SysAid Mod
250
 
I tried the solution you posted, but I have one problem. When I try to perform step 3.2 the drop down list always jumps back to the currently visible tab (i.e. "General Details" if this is currently displayed). What am I doing wrong?
th
SysAid Mod
250
 
GBDiver:
When I try to select "Not Visible Page" it always reverts back to General Details.
Am I doing something wrong?


I did not refresh my browser before posting my reply, so I did not read your message...

At least I am not alone.
SysAid Wiz
2449
 
th & GBDiver,
I wasn't able to reproduce the error, i'll test it with our R&D and get back to you ASAP.

Have a great weekend
Pushing IT forward
th
SysAid Mod
250
 
Any update on this?
SysAid Wiz
1768
 
th wrote:
GBDiver:
When I try to select "Not Visible Page" it always reverts back to General Details.
Am I doing something wrong?


I did not refresh my browser before posting my reply, so I did not read your message...

At least I am not alone.


I get the same issue, I think sarah has confirmed this in thread https://www.sysaid.com/Sysforums/posts/list/512.page but given no issue number

Sarah can you quote the issue number please ?

This message was edited 1 time. Last update was at Aug. 05, 2008 05:54 AM

SysAid CEO
617
 
Hello Tech Guy,

I will provide a BUG number on Sunday.

thank
SysAid CEO
617
 
Hi,

What version of SysAid are you currently using? 5.5.03 or 5.5.06???

Looking forward to hearing from you.


Sarah