Dear All,
Thanks for all your valuable assistance.
The issue has been resolved now. It was observed that there was a global data restriction on synonym domain of type QUALIFIED on the Application SR and VIEWSR with the condition - domainid='SRSTATUS' and value in ('NEW','QUEUED',...).
I really dont know why this global data restriction was added as all values of SR status were present and we had to add the value CAN to this list for the CAN status to work from the route workflow.We also had observed that MAXADMIN was able to cancel the SR in the past but any user belonging to MAXADMIN group was not able to see the CAN status in the SR.
Also,it is observed that even after the SR is CANCELLED,the change status allows it to go to CLOSED which should not be the case as once it is CANCELLED,it should throw an error message that status cannot be changed.Do we have to write a customization in order to achive the same even though CAN has been created as a synonym of CLOSED status?Please advise.
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Mahadevan Ramakrishnan
Tata Consultancy Services
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Original Message:
Sent: 05-15-2021 07:37
From: Mahadevan Ramakrishnan
Subject: Unable to cancel a SR
Dear Travis,
Yes we created a synonym of CLOSED and named it as CAN. We are using an action to change the status of SR to CAN from the workflow and it is giving the mentioned error message and we are unable to cancel a SR.
I understand from your PO example that there might be a challenge to cancel a SR,does it mean that we would have to amend our process as we might not be able to cancel a SR in that case and we might have to wait for a future release to be able to do that.
Also,in the same post,some of the members had mentioned that they were able to cancel a SR in OOTB 7.6.0.9 so it might be that in the current version of ours(7.6.0.4),this might be a problem.
Regards,
Mahadevan
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Mahadevan Ramakrishnan
Tata Consultancy Services
Original Message:
Sent: 05-14-2021 09:52
From: Travis Herron
Subject: Unable to cancel a SR
Just double-checking. . .In this most recent message the error says the ticket can't go to status CAN. In your original message, you said you created a status called CANCELLED. Which value is actually in the Synonym Domain, and is that the same value that you're trying to use to cancel the record? In other words, are you trying to set it to CAN but you need to set it to CANCELLED because that's the value in the SRSTATUS domain?
Is there a Workflow process involved? If so. . .
>>>In your Workflow design, is there a Lock on Status Changes (the "NOSTATUS" action) that isn't unlocked (the "OKSTATUS" action) before trying to perform the Cancel status change?
Other than that, I doubt that this is the case, but once upon a time I had to open an Enhancement Request with IBM because I couldn't receive against a PO if the PO Status was a synonym of a valid value; it was hard-coded to work only on the OOTB values. Maybe they have the same problem (not accepting synonym values) on the SR object on your version of Maximo?
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Travis Herron
Pensacola Christian College
Original Message:
Sent: 05-14-2021 08:46
From: Mahadevan Ramakrishnan
Subject: Unable to cancel a SR
Dear Travis,
The error message that is displayed is as below:-
BMXAA4295E-Could not change ticket status to CAN.
BMXAA4190E- Status CAN is not in the value list
We have added CAN as a synonym of CLOSE and the user has the rights to CLOSE the SR.We are on base version of 7.6.0.4 without any ifix
Regards
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Mahadevan Ramakrishnan
Tata Consultancy Services
Original Message:
Sent: 05-10-2021 09:11
From: Travis Herron
Subject: Unable to cancel a SR
Mahadevan,
What is the error that is thrown?
Does the user have adequate permissions to CLOSE the SR?
In your Workflow design, is there a Lock on Status Changes (the "NOSTATUS" action) that isn't unlocked (the "OKSTATUS" action) before trying to perform the Cancel status change?
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Travis Herron
Pensacola Christian College
Original Message:
Sent: 05-04-2021 09:35
From: Mahadevan Ramakrishnan
Subject: Unable to cancel a SR
Dear All,
We have created a synonym of CLOSED status called CANCELLED in Service Request and created a manual input node in the workflow to allow the end user to cancel the SR.We observed that the system throws an error message that the value is not in the value list when the user selects this option through the workflow and also the cancel status is not available as one of the options from the change status icon also.
What could have gone wrong as external values created for other synonyms in SR like pending shows up but the cancel status is not showing up and also not working.
I went through the ticket status handler class and it shows that a ticket can go to CLOSE(which means it can go to any synonym of closed,which is cancelled in our case) if the status is NEW,QUEUED,IN PROGRESS,PENDING OR resolved.
Can anyone please provide any insight as to why this issue is occurring.
Thanks for the support
Regards,
Mahadevan
Tata Consultancy Services
Dubai
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#MaximoUserGroups
#EverythingMaximo
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Mahadevan Ramakrishnan
Tata Consultancy Services
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