How to change incident status from Pending Customer to Work in Progress

I have a requirement to change the incident status from "Pending Customer" to "Work in Progress" when an end user updates the related interaction in ESS.

Currently, when engineer needs more info, they update the incident and change status to "Pending Customer", and ESS user receives the email to input theie update n ESS.  Once the user updates the SD ticket in ESS,the related Incident status should change to "Work in Progress".

HPSM Codeless 9.41..5006

  • Common scheme:

    User update INTERACTION through the form - ess.SD.update.browse

    Use FC for this form to verify that a user has updated a required field.

    If updates are made, then run JS (FC-Calculations), where find related incidents and change status for it.

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    specify whether you want more explanations

  • Thanks for the reply. Only problem i have with this approach is if there is lock on the incident record then the js call will fail to update the incident, or the user currently working on the incident might see "Record has been modified, HPSM will load the latest record".

  • Then next method:

    1) Trigger for interaction when user has made chahges in ESS start SCHEDULER

    2) SCHEDULER run IOACTION

    3) IOACTION contains the script which performs the necessary changes and in case of failure creates a new SCHEDULER

    and so steps 2, 3, repeat until not updated

  • Then next method:

    1) Trigger for interaction when user has made chahges in ESS start SCHEDULER

    2) SCHEDULER run IOACTION

    3) IOACTION contains the script which performs the necessary changes and in case of failure creates a new SCHEDULER

    and so steps 2, 3, repeat until not updated

  • Then next method:

    1) Trigger for interaction when user has made chahges in ESS start SCHEDULER

    2) SCHEDULER run IOACTION

    3) IOACTION contains the script which performs the necessary changes and in case of failure creates a new SCHEDULER

    and so steps 2, 3, repeat until not updated

  • Verified Answer

    Since we are using Codeless version, i wanted to make use of RuleSets to accomplish this task. This is my solution

    1) Create 3 new Rule Sets "Rule Set 1", "Rule Set 2", "Rule Set 3"
    2) Call "Rule Set 1" from Interaction Workflow (Workflow Based Rule Sets-->After successful update)
    3) Create a "Run Action" inside "Rule Set 1"

    Details of "Run Action" is

    Run Action On = "Related Records"
    Relation Type = "Related Incidents"
    Run Rule Set = "Rule Set 2"
    Action after Rule Set = "Do nothing"

    4) Inside "Rule Set 2" create a "Run Scheduled Action"

    Details of "Run Scheduled Action" is

    Calculation Type = "Usa Javascript"
    Javascript = actionExecutionTime=new Date();
    Action Condition = ( Status in CurrentRecord = "Pending Customer")
    Run Rule Set = "Rule Set 3"

    5) Inside "Rule Set 3", create a Rule called "Set value"

    Details of Set value

    Condition = ( Status in CurrentRecord = "Pending Customer")
    Filed Name = Status
    value= "Work In Progress";

    A schedule record is created for each of the related incidents with schedule class as "scheduledAction". This way even there is lock on the related incidents the schedule record will be rescheduled.