Drafts and Input Errors


Drafts

DefinitionDrafts

A draft is an incident, a service request or a change request that is saved in the ticket but is not assigned. A draft is usually created when the Technical Support person is waiting for information from the user, or when he is confronted to a large influx of calls.

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

Notes

  • To create a draft in the ticket, click Draft or Save icon.png Save.
  • Only the user who created the draft can access it in the following menus:
    • Service Operation  > Incidents > Drafts
    • Service Operation  > Service Requests > Drafts
    • Service Transition > Change Requests > Drafts
  • When a draft is resumed:
    • The meta-status of the ticket 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, enable the option in 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

DefinitionInputErrors

An input error is an incident, a service request or a change request that is automatically saved, after a user manipulation error in a ticket (e.g. changing the menu without saving or closing the browser) or due to a timeout.

EndDefinition
  • Input errors can be generated via the Front office and the Back Office.
  • When the input error is resumed, it automatically opens the ticket.

Notes

  • All users can access input errors in the following menus, provided they are authorized to do so by their user profile:
    • Service Operation  > Incidents > Input Errors
    • Service Operation  > Service Requests > Input Errors
    • Service Transition > Change Requests > Input Errors
  • When an input error is resumed:
    • The meta-status of the ticket is Processing in Progress.
    • The counter will start again at zero.
  • Input errors generate a unique action whose description is Call (in the Back Office) or Front Office.
    • The start date is specified.
    • The end date is blank.

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. Open url.png See the procedure.

Procedure and Wizards

How to delete Back Office input errors automatically

Step 1: Creation of the alert.

1. Select Administration > Technical Alerts > Scheduled Alerts in the menu.

2. Click Add icon.png New.

Step 2: Entry of the alert.

1. Enter the information for the alert.

  • Select the parent query called Actions Pending Call.
  • Select the Standard alert type.
  • Click Next.

2. Specify the filter associated with the alert.

  • Real End Date: Select the Empty box.
  • Click Next.

3. Define the frequency of the alert and click Next.

4. Specify the SQL Script field using one of the queries below.

5. Click Finish.

Step 3: Activation of the alert.

1. Launch the Enable wizard.
 

Examples of SQL queries:

Note: The #LIST_ID# tag refers to a list of previously filtered records.

  • To delete all records in the AM_ACTION table

Note: The parent query is based on actions with a condition that depends on the ACTION_ID column. Unlike this, the alert for Front Office input errors uses the Incidents parent query with a condition that depends on the REQUEST_ID column.

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# ));

How to delete Front Office input errors automatically

Step 1: Configuration of the purge alert.

1. Select Administration > Technical Alerts > Scheduled Alerts in the menu.

2. Click Edit icon.png next to the EasyVista > Operation > Purge: On Orphan Front Office Incidents scheduled alert.

3. Click Next until the last screen of the wizard.

4. Specify the SQL Script field using one of the queries below.

5. Click Finish.

Step 2: Activation of the alert.

1. Launch the Enable wizard.

Examples of SQL queries:

Note: The #LIST_ID# tag refers to a list of previously filtered records.

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

    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# );  

Wizards

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Last modified by Unknown User on 2019/05/21 17:02
Created by Administrator XWiki on 2016/09/29 15:53

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