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new incident form causing auto-populating of field of Category

Hi,

 

 

We had got the incident opening form customised and made it as default, the form's name is "incident1".

 

now, when we select "create new incident, we get to see that the field of the "category" is getting auto-populated with the name "incident1" and its locked, i mean its not allowing to change

 

 

how do we resolve this.


thanks and regards
hemant vaswani

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Hi Hermant,

 

You can check on the form designer if that field is set as read-only (Just go and type fd into the command line, search for the form, select "Design", select the category field).

In case it is a comfill field, verify that auto complete property is not enabled.

 

Best regards,

Andrés Valverde Jiménez

HP Software Support

If you find that this or any post resolves your issue, please be sure to mark it as an accepted solution.

Also, please assign a Kudo to the post if you find it is helpful

 

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For non-Process Designer Incident Management:

Out-of-box the IM.open.incident format control includes an on display calculation which sets the IM category to  "incident". If you copied the IM.open.incident format and format control as the basis for your custom form, this code would still be present. It is also possible that a  default category is assigned in the IM Profile.

 

For Process Designer Incident Management:

Check to see if a default category is assigned in the module Settings  (Incident Management > Administration > Settings).

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hi,

 

 

1. I am extremely sorry, the customised form is created using process designer > configuration > rule sets and process designer > configuration > work flows,

 

2. so the FD command will not be useful here, please confirm

 

3. yes, the dedault category as seen in the incident management > administration > setting is the form name which we had created, i.e. icident1, now if we change "incident1" to the "incident" . thhen we wont be getting the customization which we had carried out in the form with name as "incident1" and during the selection of "create new incident"

 

kindly advice.

 

Thanks and  Regards

Hemant Vaswani

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HemantVaswani wrote:

 

3. yes, the dedault category as seen in the incident management > administration > setting is the form name which we had created, i.e. icident1, now if we change "incident1" to the "incident" . thhen we wont be getting the customization which we had carried out in the form with name as "incident1" and during the selection of "create new incident"


The administrative default category setting does not set the form: it specifies a category. If you populate it, it will set that category for all users. 

--if you want the system to prompt for category, leave the default setting blank.

--if you've entered "incident1" in the default category field, you've told SM to set the category to "incident1" not to use a specific form. 

--If you want the "incident" category to use a custom form, you have to define a new incident workflow and then update the incident category record to use your custom workflow.

 

In PD workflows, the form used is determined by the workflow phase,  on the Forms tab, Default Display form field (or  an alternate form from the same tab). 

--If you want to always use the same form for this phase, you can just enter is as the Default Display Form.

--If you want to use the same workflow for multiple categories, but use a different form for just for the incident category, you could configure the alternate form as shown (incident category records would use the myIncidentFormat  while other categories using this workflow would use the im.incident.logging format).

    **This would make sense only if the overall business logic was similar for all categories using the workflow (e.g. they use the same phases and similar ruleSets).

    **If a category requires different workflow phases or significantly different ruleSets, it is probably better to define a separate workflow for for that category.

 

The workflow used by an incident is determined by the Incident category record. So if the new workflow is called "customImcident", and you update the incident category to use that workflow, your custom form will be used.  If you want the out of box categories to use your custom form, you need to update each category record to use the custom workflow--you cannot adjust the HP workflows to alter the form used. 

 

TIP: Always include in your first post the information that you are asking about a process designer module. It will help ensure that you get answers that apply to your system.

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@John Stagaman,

 

 

Appreciate the time and efforts you had taken to response in detail for the help required, i am trying to understand and will revert to you by 25-Mar-15, Currently I am away from the SM production system to try the options suggeted by you.

 

Thanks and Regards

Hemant Vaswani

 

 

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