Help with displaying custom fields in rule creation + various issues
Hi!
I've run into some issues when customizing our Helpdesk that I could use some help with.
I've customized slightly by adding a few scalar fields in the db (input by way of textboxes in workitemview) and some lookups (input by way of dropdowns in workitemview).
1. When trying to add a validation rule, I can select only one of, for some reason, my lookup fields from the "Add" dropdown menu. The scalar fields do now show at all. BUT, when I click "Add", and the page changes to the one where you set conditions, the text displays as "When the value of "" changes" instead of "When the value of $lookupfield changes". In other words, the lookup field name does not display properly. I've tried going through the templates, and I can see that "ValidationRuleManager.ascx" is called, which in turn calls one of the "subcriter*editor.ascx" (there are two, for some reason), but I can't really figure out where to go from there. Any help with getting custom fields displayed properly when creating rules is greatly appreciated.
2. I have set up a Notification Server policy to escalate an incident when no changes have been made to it for 7 days. The escalation is made, but after that the incident log gets swamped with entries saying "These changes were made: Notify rules were modified". What is happening? From what I can see, no rules have been triggered.
3. Changes to the "Urgency" field are for some reason not saved (or shown in incident view, at least) when changed in edit mode. What can cause this? Again, I can't see that any rules have been fired.
4. Can someone give me a quick primer on how to incorporate data from custom fields (scalar/lookups) in reports? I cannot find any of them in the field pickers in any of the report builder modes.
5. Is there any way to automatically populate asset with primary asset for the given contact? I remember seeing an article on this on Juice when that was still up, but can't find it now.
hmm
1. I've also run into this, but I've found using Advanced Assignments as a better level of control for my custom lookups. You might try that.
2. I've seen this happen when you're evaluating the same notification policy on a ticket back to back. You might want to take a careful look at the conditions that it evaluates under. It could be running that policy too frequently.
3. IE 7 can trip you up on the way you select data from a dropdown. I know it might not be what's happening, but I'd recommned carefully selecting it with just your mouse to see if that will work for you.
4. Most custom fields should show up in your workitem_current_view or workitem_detail_view tables (HD_ added to the front if running reports from Altiris Database instead of Altiris_incidents database) you should be able to dig into those tables to add the columns you're looking for.
5. Are you looking to Automatically get those populated when opening a new ticket or just have them associated with the people when you look up that contact or when opening an incident?
- Matt
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