How do you populate the request class drop-down in work task?

I’m having issues with request classes on work tasks. We created a project (including work location). But now, when we create a task from the project, very few of the values (including work location) are mapped onto the null work task. The drop-down that comes from the request class depends solely on this work location.

Also, the work location of the task gets its value from the project (as mapped). But now, when we try to get the drop-down for the request class based on work location, random values are shown. When I reselect the same work location, and then go back to the request class, I see the correct values. Any thoughts on this behavior? How do you get the request class list for the very first time without reselecting the work location in a work task that was created from the project?

[Admin: To see other related posts, use the Mapping tag or Work Tasks tag.]

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How do you have a generic service plan for three organizations?

So I’m trying to figure out the best way to set this up. I have a service plan that has a facilities project template. In the facilities project template, I have three project tasks. In each of those project tasks, I have assigned a specific responsible organization by work group.

So my questions are: If I have three organizations that want to use this same service plan, but they want each of the project tasks to be specific to their responsible organization by work group, how can I just have one generic service plan to satisfy all three organizations? Is there any method to accomplish this requirement in TRIRIGA?

[Updated 06.23.17]

Alright, after some research, I found out the best way to have a generic request class, service plan, facilities project template, and project tasks is by setting up a service agreement for each service provider. And within each service agreement, by creating a service assignment matrix (SAM) for all the possible combinations of request class, customer organization, and location or geography.

Secondly, in the service plan, set the project and task assignment rule to “Auto-Assign to Service Provider”. This will ensure that the workflow fires to check for associated SAM matching records to set the responsible organization for the facilities project record, and the project tasks.

If possible, I would request for a service assignment matrix (SAM) order of precedence and process flow, because it is really confusing functionality. I had to basically deconstruct the workflow to understand which values were being retrieved by the request class, service plan, service agreement, and SAM. Does anyone else have thoughts on the SAM? And tips on how best to maintain it?

[Admin: This post is related to the 11.10.16 post about updating your existing service matrix records, the 09.02.16 post about clarifying how service matrix records are generated, and the 12.11.15 post about finding the process flow diagrams.]

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IV96283: Copying blank spaces into a required field is still saved

If you make a field required, such as the “Description” field, and you copy and paste spaces from a Word document into the “Description”, you will be able to submit the request. Essentially, you have a submitted record, where the “Description” is required but still blank. Meanwhile, if you attempt to create a request with a “Description” where you manually enter the spaces, it will not let you submit it.

Moving forward, a text field value containing only spaces and/or carriage returns will be considered as empty, and will fail the required field validation, if applicable.

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IV95502: OnChange workflow failure within Contact Center

We have a Training environment, which is a copy of a Production environment. The Training environment is on TRIRIGA and the source came from a TRIRIGA Production platform. We are witnessing unusual behavior across the Training environment, including the following case.

Within the Contact Center, we select the Requested By, which we would expect to auto-populate the Requested For and a number of other fields. The OnChange workflow that takes care of this fires, but the first workflow task (Get People Record) returns 0 results the first time around, causing the Modify Record tasks later in the workflow to fail. When we attempt to clear the Requested By field, the OnChange workflow is called again and this time, fires and then maps the data as it should have done with the first process of selecting the Requested By.

We needed to call an internal platform construct a different way. This is a regression because of the Spring Framework ( upgrade from TRIRIGA 4.0.5 to 4.3.0. Moving forward, when an OnChange workflow is triggered by a locator field update, the workflow will now retrieve referenced data used in Modify Metadata tasks.

[Admin: A similar question is also posted in the TRIRIGA Around the World Facebook group. To see other related posts, use the OnChange tag.]

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Why aren’t service requests available after customizing form?

When submitting a Change Space or Need Space request, I see the following message when I click on the Create Draft button:

“No services are available under the Service Request section for the building. Please contact the Application Administrator.”

If you look at the triBuilding form, it does not appear to have a “Service Request” section. Where should I be looking on the building record to address the issue?

This error is happening because I changed the name of the triChangeSpace form to cstChangeSpace since I needed to customize the form. If I keep my changes in place, I can rename the form to triChangeSpace and this message does not appear. The message also did not prevent me from being able to submit the request. The form name change also prevented me from selecting the Service Request type in the form, which I think is why the message is displayed in the first place…

As a side note, with the 3.5.1 introduction of object labels and revisions, you’re not required in 3.5.1 or later to use the classic “cst” naming convention any more. To others interested, here are the new naming convention best practices.

[Admin: This post is related to the 06.10.16 post about finding information on object labels and revisions.]

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How do you update your existing service matrix records?

Suppose you have a service agreement from which you generated your existing service assignment matrix (SAM) records. Everything is fine until you want to add a new request class to the service agreement. If you modify the agreement, based on the documentation, you apparently need to regenerate all of the SAM records again.

If you go to Maintenance > Set Up > General > Service Matrix and navigate to the Create Service Matrix tab, what is the best way to add the new request class? Here are the steps I think should work, but seems to seriously take a very long time to generate a single SAM record, let alone all of the needed SAM records.

  • 1. Click the radio button next to Contract for the Manage By.
  • 2. Select the Service Contract that will have the new request class.
  • 3. Click on the check box for Use Request Class Defaults for the Default Matrix SLA Values section.
  • 4. Find and select the new request class.
  • 5. Find the highest level service geography. (World?)
  • 6. Find the highest level service location. (Property?)
  • 7. Click on the Generate Service Matrix action in the Manage By section.

As I mentioned, following this process will generate the SAM records, but it takes so long that it ends up messing up the whole system. It is much easier just to modify the service agreement directly and reissuing because it can regenerate ALL of the SAM records in considerably less time. If need be, I can open a support ticket, but thought this should be the first place to start if this is a problem with understanding the best way to add SAM records in support of an existing service agreement.

[Admin: This post is related to the 09.02.16 post about clarifying how service matrix records are generated. To see other related posts, use the SAM tag.]

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Is there a way to disable some “as delivered” notifications?

Our customer wants to disable some “as delivered” notifications, for example, all the “as delivered” notifications of the triRequest module. My thoughts to the solution is:

  • 1. Create a Boolean field on the triNotificationContent BO as an indicator of whether of not should we send this notification.
  • 2. Modify the workflow “triNotificationHelper – Synchronous – Resolve Notification Content and Send Notification” and check the Boolean field of the triNotificationContent record to decide if we should stop the workflow immediately.

But I’m wondering: Is there already some magic BO that exists which allows you to enable or disable the notifications?

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