Map Incident / Request / Change states to Task states

Date

2011/08/02

What

Together with Mariliza.

Map Incident, Request, Change (etc.) states to Task states. The goal is to be able to group all Open tickets (for instance). Or all tickets with state "Work in Progress", etc. no matter which table they belong to.

How

There already is a Business Rule for Requests:

• called req_item_state_map on u_request_fulfillment

Fields used:

Available task states:

• Open
• Pending
• Work in Progress
• Resolved
• Closed Complete
• Closed Incomplete
• Closed Skipped

Mapping proposal:

The "existing mapping" is the one set in the * Business Rule.* And the code is:

if ((current.u_current_task_state = 10) || (current.u_current_task_state = 11) ) { // incident state is closed so // 1. mark the task as inactive

current.active = false; }

if ((current.u_current_task_state = 10) || (current.u_current_task_state = 11) ) { // OP: remove Resolved from this state || (current.u_current_task_state = 9)) { // state closed complete

current.state = 3; }

if (current.u_current_task_state = 4) { // state work in progress

current.state = 2; }

if ((current.u_current_task_state = 5) || (current.u_current_task_state = 6) || (current.u_current_task_state = 7) || (current.u_current_task_state = 8) || (current.u_current_task_state = 9)) { // state pending

current.state = -5; }

if ((current.u_current_task_state = 1) || (current.u_current_task_state = 2) || (current.u_current_task_state = 3)) { // state open

current.state = 1; }

Update Set

20110802 SOPH - Map INC/REQ/CH states to TASK state

Issues

-- SophieLemaitre - 04-Aug-2011