ToDo List Issue

How can I prevent both SD's and IM's/RF's from showing at the same time in the ToDo list for users?  We do not know what changed, but obviously something did.  Without going into detail, I have both SD's and either associated IM's or RF's showing up at the same time in in Operator ToDo queues.  Any suggestions on where to look to fix this issue?  Need answer as soon as possible as this is causing multiple user issues.  This is SM version 9.41.  Thanks. 

  • Check the workflow of the SD. There will be a ruleset to create IMs based on SD state or something else attributes as per your environment.

  • Thanks, but unfortunately, we have already investigated the workflow and cannot find anything that would cause the issue.  We also ran a trace using the parameter 'debugprocesses' and then reviewed the log.  Couldn't find anything out of the ordinary there either.

  • Look at the TodoMap table. It allows you to set the permissions on what appears and when in the todo queue

  • Sean, thanks for the suggestion.  I have been reviewing the TodoMap and have been unable to find any anomalies regarding the SD's.  Any other suggestions?

  • Verified Answer

    Go to the inbox table (inbox.view) and copy "My Groups Todo List", do this by adding "with no SD" to the end of the name and click ADD

    In the new inbox click the query tab

    Change the query from

    (itemType="probsummary" or itemType="incidents" or itemType="rootcause" or itemType="rootcausetask" or itemType="imTask" or itemType="cm3r" or itemType="cm3t"or itemType="timeperiodDefinition" or itemType="SurveyDefinition" or itemType="request" or itemType="requestTask") and group isin $lo.pm.assignments

    to

    (itemType="probsummary"  or itemType="rootcause" or itemType="rootcausetask" or itemType="imTask" or itemType="cm3r" or itemType="cm3t"or itemType="timeperiodDefinition" or itemType="SurveyDefinition" or itemType="request" or itemType="requestTask") and group isin $lo.pm.assignments

    (i.e. remove or itemType="incidents")

     

    User can then select this view instead of the other and SM should remember their selection until changed to another view