Absent Member.. AnjanRanganatha Absent Member..
Absent Member..
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Filed is not updating in Views

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Hi All,

In My to do list the status filed is not updating. When i open the Record the status is closed but in list it is showing Resolved.

We write a query for autoclose IM tickets resolved after 4 hours.

 

Please suggest anyone.

 

Thanks in Advance,

Anjan RH

 

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Audrey H. Acclaimed Contributor.
Acclaimed Contributor.

Re: Filed is not updating in Views

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Hi,

Are other fields in the ticket updating during the auto close event?  If so, it could be your DataMap for probsummary, but if no fields are updating then it seems like either your 'after.probsummary.update.todo' or 'after.probsummary.delete.todo' trigger is not running.  I don't know what action your auto close uses to close your ticket, so I can't say which trigger should run, but if the trigger is not running then it could be because the system is not getting the necessary 'delete' or 'update' action that would trigger it to run.

Audrey

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Honored Contributor.. Enzo_Potenza Honored Contributor..
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Re: Filed is not updating in Views

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hi

 

how do you autoclose your tickets? maybe that's the issue

 

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Absent Member.. AnjanRanganatha Absent Member..
Absent Member..

Re: Filed is not updating in Views

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HI 

 

 

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Audrey H. Acclaimed Contributor.
Acclaimed Contributor.

Re: Filed is not updating in Views

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Hi,

Are other fields in the ticket updating during the auto close event?  If so, it could be your DataMap for probsummary, but if no fields are updating then it seems like either your 'after.probsummary.update.todo' or 'after.probsummary.delete.todo' trigger is not running.  I don't know what action your auto close uses to close your ticket, so I can't say which trigger should run, but if the trigger is not running then it could be because the system is not getting the necessary 'delete' or 'update' action that would trigger it to run.

Audrey

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Absent Member.. John Stagaman Absent Member..
Absent Member..

Re: Filed is not updating in Views

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Depending on your script, if you aren't calling the document engine actions normally used to update the record, you may not be updating the record such that the triggers to update the corresponding Todo record are invoked. In your script, how are you executing the update to the probsummary record?

Note that the normal configuration of Todo calls a deletion at the related record closure (so that the todo record is removed when the incident is closed, for example). Todo normally should only have records corresponding to open tickets in the applications. The Delete condition is defined in the TodoMap record for each table. You should not normally see any Todo record at all for closed records.

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Absent Member.. AnjanRanganatha Absent Member..
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Re: Filed is not updating in Views

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Hi 


{
do
{
var d = new XMLDate( new Date() );
var js = d.getSCDateTimeString()
IncTable.resolution.push("");
IncTable.problem_status="Closed";
IncTable.resolution.push("");
IncTable.resolution.push("");
IncTable.resolution.push("*** Auto-Closed by System  at "+js+ "***");
IncTable.close_time=new Date();
IncTable.doUpdate();

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Absent Member.. AnjanRanganatha Absent Member..
Absent Member..

Re: Filed is not updating in Views

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Hi John,

 

Thank you for your replay...

below is our ToDo Map Probsummary field mapping.

Table Name - Probsummary

Delete Condition - problem.status in $L.file="Closed"

Module Field           ToDo List Filed

number                   Record.id

Problem.status         Status

.......etc                     ......etc

Your inputs are very valuable to me.Please Suggest your answer.

 

Regards,

Anjan RH

 

 

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Honored Contributor.. Enzo_Potenza Honored Contributor..
Honored Contributor..

Re: Filed is not updating in Views

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are you using process designer?

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Absent Member.. AnjanRanganatha Absent Member..
Absent Member..

Re: Filed is not updating in Views

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Hi Potenza,

Thanks for your replay.....

I Am not using PD. Our environment is 9.32.

Please suggest me the solution it is critical.

 

Thanks

Anjan RH

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ALARMus Acclaimed Contributor.
Acclaimed Contributor.

Re: Filed is not updating in Views

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Can you make a screenshot of TodoMap for probsummary and dbdict for todo

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Audrey H. Acclaimed Contributor.
Acclaimed Contributor.

Re: Filed is not updating in Views

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Hi,

In your javascript I notice you are using doUpdate() for the close event.  I suggest you experiment with a doAction("close"), which should call the 'close' document engine action.  I do auto close also, but I generate a schedule record that calls a short Script Library function and I use this function.

Audrey

ALARMus Acclaimed Contributor.
Acclaimed Contributor.

Re: Filed is not updating in Views

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this is the case, if at the time of saving, through a script, the record was someone open and therefore is locked

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