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In template for a change ticket, unable to populate a value for "affected service"

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Hi Experts,

 

In HPSM, I am creating a template for a change ticket but unable to populate a value for  "affected service" . This field "affected service" is a fill button. But when I click on it, it doesnt call a device table. Its not saving the value of affected service. I am not able to find which link shall I use for this template to populate a value for  "affected service" from the table "device".

 

 Please help..

 

Regards,

Raju Singh

Raju Singh
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Re: In template for a change ticket, unable to populate a value for "affected service"

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The subcategory query is dependent on the category (categories have different subcategories).

Category is excluded from Templates, and without a category specified you cannot select a subcategory.

 

If you've standardized your subcategories so that they are the same for all changes, you could generate a global list for the subcategory values, add that to the global list column for subcategory in data policy, and then you should be able to select from the drop down.

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Re: In template for a change ticket, unable to populate a value for "affected service"

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Actually, you've stumbled on a defect bigger than that.

 

The cm3r datadict (Data Policy) record is not correctly configured for two fields:

affected.item (caption should be: Affected Service)

and 

affected.services (caption is Affected Services)

 

Problem One:

  • The affected.item field is marked as field type "System" which means that it is a system calculated value which should not be selectable in a template.
  • Set the field type to Data, instead of System.
  • The Affected Service field should be available to new templates (it may not appear in existing templates.

Problem Two:

  • The Affected Services field should NOT be available for a template. It is a system generated field.
  • Affected Services is system generated based on the business services that may be impacted based on the CIs being modified in the change record.
  • To correct this, set the field type for affected.services to "System" 
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Re: In template for a change ticket, unable to populate a value for "affected service"

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Thanks John.. It actually worked what you suggested.. Highly appreciated.. Hats off to you.. 🙂
Raju Singh
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Re: In template for a change ticket, unable to populate a value for "affected service"

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Hi Experts,

 

John has resolved the previous issue. Now I am getting one more issue.

 

While designing a template for Change. I am unable to populate a value for subcategory now. It shows a message "Cannot find related information in cm3rsubcat using query: category=category in $File".

 

I have done the following steps

 

In data policy ( datadict), in the subcategory field, I have made usage type to Appliation, it didnt work. Then I changed the usage type to Data, still it didnt work. Attached are the screen shots..

 

Please help..

Raju Singh
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Re: In template for a change ticket, unable to populate a value for "affected service"

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The subcategory query is dependent on the category (categories have different subcategories).

Category is excluded from Templates, and without a category specified you cannot select a subcategory.

 

If you've standardized your subcategories so that they are the same for all changes, you could generate a global list for the subcategory values, add that to the global list column for subcategory in data policy, and then you should be able to select from the drop down.

----------------------------------------------------
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Re: In template for a change ticket, unable to populate a value for "affected service"

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I am trying to create a template from record. I do not have that option from the dropdown. When I check the template table I do not see a table for cm3r. How can I add cm3r to the template table.

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