Template not being applied

Dear experts,

This is sort of a continuation of a question that I asked a few days ago (this one) in which I wanted to limit what templates to display to change users based on the change assignment groups they belong to.   What I did was to update the Template.select_1 'using query' on the 'usage' tab with this:

mcc.group isin $lo.cm.assignments

mcc.group is a new field I added that contains the assignment group that is to use this particular template.  It works in the sense that I'm able to limit the templates available for use, but not in the sense that the new change tickets are prepopulated.   They are not, but if I then select 'Apply Tempalte' from the menu then it works.

I'm using Service Manager 9.30 with process designer 9.30.2.  I would like to attach the relevent files, but I'm only able to upload graphics files and wouldn't know which screen you'll find relevant to anwer this question and may want to see. 

Regards,

Ulises

  • Hi Ulises,

    I'm not quite understand the problem, if the change is prepopulated, what template is applied? Meaning a template got applied to the prepopulated change and that template is not available to the current user looking at teh change or opening it?

    Please clarify.

    Regards,

  • JD,

    The changes are not prepopulated; that's what I want to happen, but is not happening.  What I meant to say is that the Wizard is working in letting me select the templates, but once I do this the change ticket is not prepopulated with the values I've defined in the template.  Sorry for the confusion in this point, I see that my writing is kind of ambiguous in my question.

    By the way, once I'm in the change ticket if I use the 'Apply Template' option from the toolbar the ticket is populated with the values from the teamplate I select.  So at least I know the template work.  I ran a trace to see what happens when I use the 'Apply Template' option from the menu and I see that the following call:

    against file ScriptLibrary found 1 record (name="Template")

    Is not executed when I select the template from the Wizard.   I wish I could send you more, but the forum does not allows me to upload anything that is not a graphic file.

    Regards,

    Ulises

  • Hi Ulises,

    Ok now I understand. Please send to me an email with the trace for review.

    Regards,

  • Verified Answer

    Hello Ulises,

    I reviewed the trace and the data you provided.

    The reason why template.select wizard is not working is because it was created to be used once the record was already created and by the time the wizard is called it's not at the change record but at the cm3rcatphase table so this is why it doesn't apply anything to the change record.

    Wizard needs to be tailored to work differently and maybe trying to call it from a different place. Eventually a ruleset could work for this need.

    If you need more help please submit a support ticket

    Regards,

  • Thanks for the information; I'll keep investingating a way to accomplish this.

    Regards,

    Ulises