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getting request task to be shown in task planner

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Hi,

As we had a group of user(helpdesk) who only use windows client to access hpsm, we had create a button (display option) and jsscript to enable them to create request task in windows client. but when the assignee open the ticket they are not able to see the task in the task planner.

Is there any function or mapping is required to make newly created task record to be shown in task planner?

sample code

function testtask(){

print( "Creating new task record..." );
var newtask = new SCFile( "requestTask" );
newtask.number = "RFT20020";
newtask.parent_request = "RF10015";
newtask.parentTicket ="RF10015";
newtask.record_active = true;
newtask.active = true;
newtask.title = "testing title";
newtask.category = "Automation";
newtask.current_phase = "Active";
newtask.status = "Ready";
var rc = newtask.doInsert();
if ( rc == RC_SUCCESS )
{
print( "Success. Created new record ") ;

}
else{
print( "Could not create record. " + RCtoString( rc ) );
}
}

taskpalnner.jpg

 Regards

Soong

Regards
Soong
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Super Contributor.
Super Contributor.

Re: getting request task to be shown in task planner

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Hi Soong,

The process you created task from script, skipped some actions that SM OOB system did when creating a task.

Some rulesets were not run, such as "common.taskplan.noneplantasktochangeplan", which was used to add/update related changePlan table with the task you created.

You may would like to take that into consideration.

Estelle

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Super Contributor.

Re: getting request task to be shown in task planner

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Hello Soong,

I am afraid task planner can only be used in web client.

If your group of users are using windows client, they will not be able to see anything in this widget.

Estelle

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Re: getting request task to be shown in task planner

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Hi Estelle,

Thanks for the reply, yes I understand that user on windows client will not be able to view the task.

So to work around this issues we are exploring to create task via script and display option.

now the problem is for user who access the ticket via web are not able to see the task ticket as shown in the screenshot.

We had a task ticket RFT20020 in the task list but in the task planner only 2 task is being shown 

Regards

Soong

Regards
Soong
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Re: getting request task to be shown in task planner

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Hi Soong,

Thanks for the explanation. Please correct me if I am wrong. The task created in windows client via script, cannot be seen in task planner via web client.

In web client, only the tasks created via task planner itself can be shown.

Were 017 and 019 created in web, and 020 created in windows client?

Estelle

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Re: getting request task to be shown in task planner

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Hi Estelle,

Yes, that is correct, task created in windows client via script, cannot be seen in task planner via web client.

In web client, only the tasks created via task planner itself can be shown.

Yes Task 017 and 019 is created in web, and 020 created in windows client via script

In my initial post, I had add in the script on how to create the task.

Regards,

Soong

Regards
Soong
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Re: getting request task to be shown in task planner

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Hi Soong,

There is a table called changePlan. If you search the ticket ID of change ticket, would you see tasks under that record?

Estelle

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Re: getting request task to be shown in task planner

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Hi Estelle,

No, the task open via script is not shown in the changeplan table.

Can advice ?

taskplanner2.jpg

Regards

Soong

Regards
Soong
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Super Contributor.

Re: getting request task to be shown in task planner

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Hi Soong,

The process you created task from script, skipped some actions that SM OOB system did when creating a task.

Some rulesets were not run, such as "common.taskplan.noneplantasktochangeplan", which was used to add/update related changePlan table with the task you created.

You may would like to take that into consideration.

Estelle

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Re: getting request task to be shown in task planner

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Hi Estelle,

Thanks, will looking into the function and edit my script.

One last question, other than "common.taskplan.noneplantasktochangeplan", is there another ruleset or function which is required for a task creation? or can you kindly advice on where was the ruleset is being trigger, I had did a afindstring but couldn't find out where the ruleset is being used ? 

Regards

Soong

Regards
Soong
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Re: getting request task to be shown in task planner

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Hello Soong,

I think the rule was defined in Object of cm3t.

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