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.
  • 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

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

Wizards

Link to a Project
Link Event to an Incident
Link to a Parent Incident
Link to a Continuity Plan
Link to a Problem
Link to a Change Request
Link to a Service Request
Cancel Relation with Parent Record
Change Target Resolution Date
Change SLA
Close
Report Major Incident
Duplicate
Create Unavailability
Send Email to Requestor
Impact Analysis
End of Unavailability
Execute Script
Urgency Change
Notification for Action
Notification for Information
New Problem
New Knowledge
New Change Request
New Service Request
New Known Error
New Task
Notify Support Person
Reminder for Support Person
Reopen
Reopen and Requalify
Availability simulation
Place on Hold / Continue

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 are generated only via 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 does not start a workflow and does not send any email.
  • They generate a unique action whose description is Call.
    • The Origin field value is Phone.
    • The start date is specified.
    • The end date is blank.

Best 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.

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 drafts and input errors of a report

Note: Depending on the parent query used in reports, drafts and input errors may or may not be displayed. 

Use the query provided here in Advanced Mode of the filter if you want to exclude their display from a parent query.

(SD_REQUEST.REQUEST_ID NOT IN
    (SELECT SD_REQUEST.REQUEST_ID FROM SD_REQUEST
        INNER JOIN AM_ACTION ON SD_REQUEST.REQUEST_ID = AM_ACTION.REQUEST_ID
        INNER JOIN AM_ACTION_TYPE ON AM_ACTION_TYPE.ACTION_TYPE_ID = AM_ACTION.ACTION_TYPE_ID
        WHERE (AM_ACTION_TYPE.ACTION_TYPE_GUID = '{2502C70E-D9A6-4662-AE2E-B15DA75CA763}'
        OR AM_ACTION_TYPE.ACTION_TYPE_GUID = '{0C654867-7C28-43A5-AF3C-C797220A8D27}'
        OR AM_ACTION_TYPE.ACTION_TYPE_GUID = '{E753DA6E-BE59-4619-87E4-646A1F0FD021}')
        AND AM_ACTION.END_DATE_UT IS NULL))

Wizards

Link to a Project
Link Event to an Incident
Link to a Parent Incident
Link to a Continuity Plan
Link to a Problem
Link to a Change Request
Link to a Service Request
Cancel Relation with Parent Record
Change Target Resolution Date
Change SLA
Close
Report Major Incident
Duplicate
Create Unavailability
Send Email to Requestor
Impact Analysis
End of Unavailability
Execute Script
Urgency Change
Notification for Action
Notification for Information
New Problem
New Knowledge
New Change Request
New Service Request
New Known Error
New Task
Notify Support Person
Reminder for Support Person
Reopen
Reopen and Requalify
Availability simulation
Place on Hold / Continue

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