Verified Answers

If an answer to your question is correct, click on "Verify Answer" under the "More" button. The answer will now appear with a checkmark. Please be sure to always mark answers that resolve your issue as verified. Your fellow Community members will appreciate it!  Learn more

  • State Verified Answer
  • Replies replies
    4
  • Subscribers subscribers
    18
  • Views views
    133
  • Users 0 members are here
Related
Options

Are there risks to adding custom completion codes?

Tim Macaleese

We have been asked to add a custom completion code. Are there risks or concerns we should be aware of when adding custom completion codes? I know there are reference to them in business rules, but I have not been able to find evidence to indicate that adding a custom completion code might paint ourselves into a corner without realizing, such as for example, that we should stick with the existing codes in the product and not try to deviate. 

The request was to add a code for "Duplicate" when a request is found to be a duplicate of another request (same requestor, issue, client, etc.). 

  • 0

    My unofficial 2 cents,

    • Because of localization always keep good naming convention and follow the recommended Logic/automation guidelines for custom values.
    • Keep a configuration log of every change/new field and any other modification as at time of upgrade there is a step asking to address those manually.
    • Keep in mind for future onboarding of the modules that you are not being used currently (PPM, DND,CMS, SACM, FinOps etc) that may or may not have a link to this change.
    • In particular bots(aviator, Virtual agent) may need ingestion of these values for the training (logic, prompt etc..).
    • If you feel this is something lacking in product, I suggest an  ER(idea exchange unfortunately)
  • 0 in reply to 

    Thank you, Misaq. I'm interested what you and other people use for a completion code in the scenario where the request is a duplicate of an existing request open for the requestor. In the previous tool we had a completion code of 'duplicate', I do not recall whether it was a custom addition or OOTB.

  • Verified Answer

    +1  

    There shouldn't be a risk. There are indeed a few business rules mentioning specific completion code values, but those rules would have conditions for explicit checks or setting the field to a specific value.

  • 0 in reply to   

    There are some transitions (automatic and manual) that also consider this field value. Depending on the path you want to take the SR to, they should also be considered.

Resources

Support
Documentation
Learning Services
Partner Programs
Privacy
Compliance
Help
Company
Privacy Policy
Terms of Use
Cookies Preferences
Accessibility
Anti-Slavery Statement
Support
Contact Us
Careers
Code of Business Conduct and Ethics
The opinions expressed above are the personal opinions of the authors, not of OpenText. By using this site, you accept the Terms of Use. Certain versions of content ("Material") accessible here may contain branding from Hewlett-Packard Company (now HP Inc.), Hewlett Packard Enterprise Company, or Micro Focus. As of January 31, 2023, the Material is now offered by OpenText, a separately owned and operated company. Any reference to the HP, Hewlett Packard Enterprise/HPE, and Micro Focus marks is historical in nature and the HP, Hewlett Packard Enterprise/HPE, and Micro Focus marks are the property of their respective owners.