Drafts and Input Errors


Drafts

These are incidents, service requests and change requests that are saved in the quick call but are not transferred. A draft is usually created when the Technical Support person is waiting for information from the requestor or recipient, or when there are too many calls at the same time.

  • Drafts can only be created via the Back Office.
  • When the draft is resumed, it automatically opens the quick call.

Notes

  • To create a draft via the quick call, click Save icon.png or [ DRAFT ].
  • Only the user who created the draft can access it in the following menus:
    • Operation  > Incidents > Drafts
    • Operation  > Service Requests > Drafts
    • Transition > Change Requests > Drafts
  • When a draft is resumed:
    • The meta-status of the quick call is Processing in Progress.
    • The counter will start again at zero.
  • To stop the calculation of the speed of intervention and delays automatically and suspend the workflow when a draft is created, select Administration > Other Parameters > {SM} Put incidents/requests on hold when creating drafts.

Best Practice big icon.pngBest practice

  • To associate the Draft status with incidents/requests, you should define a business rule.

Wizards

Link to a Parent Incident
Link to a Problem
Link to a Change Request

Input errors

These are incidents, service requests and change requests that are not manually saved, usually after a user manipulation error during a quick call (e.g. changing the menu without saving or closing the browser) or due to a timeout.

  • Input errors can be generated via the Self Service portal and the Back Office.
  • When the input error is resumed, it automatically opens the quick call.

Notes

  • An input error is automatically created when the quick call is not saved.
  • All users can access input errors, provided they are authorized by their profile to access the following menus:
    • Operation  > Incidents > Input Errors
    • Operation  > Service Requests > Input Errors
    • Transition > Change Requests > Input Errors
  • When an input error is resumed:
    • The meta-status of the quick call is Processing in Progress.
    • The Quick call - progression bar.png progress bar of the quick call will start again at zero.
  • Difference between Self Service and Back Office input errors:
    • Self Service input errors generate a unique action whose description is Front Office and whose start date is specified while the end date is not.
    • Back Office input errors generate a unique action whose description is Call and whose start date is specified while the end date is not.

Best Practice big icon.pngBest practice

  • To associate the Input Error status with incidents/requests, you should define a business rule.
  • To delete input errors automatically, you should define a scheduled alert.

Procedure and Wizards

How to delete input errors automatically using a scheduled alert

Note: In the SQL queries below,  the #list_id# tag refers to a list of previously filtered records.

1. For Self Service input errors, use the EasyVista > Operation > Purge: On Orphan Front Office Incidents scheduled alert.

  • All corresponding records from the AM_ACTION table will be deleted using the query below.
DELETE FROM AM_ACTION
WHERE  REQUEST_ID IN ( #LIST_ID# );  
  • If you want to delete records from the AM_ACTION table as well as the corresponding records from the SD_REQUEST table using the same scheduled alert, you should modify the SQL query.
    • Select Administration > Alerts > Scheduled Alerts in the menu and click Edit icon.png next to the EasyVista > Operation > Purge: On Orphan Front Office Incidents scheduled alert.
    • Click [ NEXT ] until the last screen of the wizard.
    • Copy and paste the query below to replace the existing query in the wizard. Note: The corresponding records in the AM_ACTION table will be deleted by an automatic trigger in the Product name - ev itsm.png database.
DELETE FROM SD_REQUEST
WHERE  REQUEST_ID IN ( #LIST_ID# );  

2. For Back Office input errors, define a scheduled alert manually.

  • Select Administration > Alerts > Scheduled Alerts in the menu and click Add icon.png.
  • Select the parent query called Actions Pending Call and the Standard alert type.
  • Click [ NEXT ]. Select the filter value, Real End Date = Empty.
  • Define the frequency of the alert.
  • Click [ NEXT ] and copy and paste one of the SQL queries below in the SQL Script field.
  • Click [ FINISH ] in the last screen to save the changes made.
  • Enable the new scheduled alert using the Enable wizard.
     

    Examples of queries you can use:

  • To delete all records in the AM_ACTION table

    Note: As the parent query is based on actions, the query will have a condition that depends on the ACTION_ID column instead of the REQUEST_ID column as is the case for Self Service input errors that use the Incidents parent query.

DELETE FROM SD_REQUEST
WHERE  REQUEST_ID IN (SELECT REQUEST_ID
                     FROM   AM_ACTION
                     WHERE  ACTION_ID IN ( #LIST_ID# ));
  • To delete all records in both the AM_ACTION and SD_REQUEST tables:
    DELETE FROM AM_ACTION
    WHERE  REQUEST_ID IN ( #LIST_ID# );

    DELETE FROM SD_REQUEST
    WHERE  SD_REQUEST.REQUEST_ID IN (SELECT AM_ACTION.REQUEST_ID
                                    FROM   AM_ACTION
                                    WHERE  AM_ACTION.ACTION_ID IN ( #LIST_ID# ));

Wizards

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Last modified by Unknown User on 2017/09/15 16:56
Created by Administrator XWiki on 2016/09/29 15:53

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