ServiceDesk

I haven't seen any other discussion around this which suprises me, so if there is one and i missed it sorry. Has anyone seen any way to change the title of a process? Here is what i have done so far.

I added the process title and incident name to the reclassify form. Neither of these had any affect, at that point i started digging into the database to see where the data lived and i found that the title is held in many places:

ProcessTitle and ProcessName  from Ensemble.ReportProcess
incident_name from Ensemble.ServiceDeskIncidentManagement
Name from Ensemble.Task (Each update has a copy of the name i.e. IM-00001.5 would have 5 tasks with the name in each)
SpentOn from Ensemble.ReportProcessTiming
 

I have been profiling the database on all writes both when the ticket is created and when the ticket is reclassified. My next profile will be when the reclassify form is opened, but i don't know that i am going to get much more information out of that.

Am I just going way over board with this.... is there a standard way to change the title of a ticket? If not has anyone overcome this challenge?

I forgot to mention, if i run an update query on the ReportProcess table to change the title then it does make the change in my process view.... at least until i open reclassify and save a change. Then it reverts back to the original title. It also pulls the task name from the task table which i have also run an update query on that and i am ok until i update the incident b/c it pulls the title from somewhere (I haven't figured that one out yet) and the next task used the original name (the visible task name uses the most current task so once i make a change it falls back to the original name also).

You can enable this in the portal and it will present its self up near the 'print' link as an 'edit' link ( when the ticket is assigned to you only ), however as of the moment it wont retain your changes anyway.  After about 28 minutes it reverts back to the original title. ( its been logged as a bug )

I didn't realize that the ticket had to be assigned to me only for the edit process link to appear that is a good tip thanks. And I did see that it fell back to the original title after running an update query on the Incident title. I am not sure if that is because the process name isn't changed or what is going on. Thanks for the feed back though at least i can stop spinning my wheels trying to figure out a work around. Also is there a link to some discussion on the bug or a subscription that i can check out so i will know when the bug has been addressed?