03-21-2011 07:34 AM
Solved! Go to Solution.
03-21-2011 10:18 AM
Which version of SM are you using ? I tried to check in my SM 9.20 OOB and if I try the same steps, in both cases i get below result.
Case 1 : From existing incident, go to related->changes->open, I get a change opened with "Default" catagory.
Case 2 : From existing Change, go to related->changes->open, I get a change opened with "Default" catagory.
i.e. In both case1 and 2 the result is opening a "default" change.
correct me if i am doing anything wrong and let me know if there was any customization done on the "Display Option" part. As this is controlled in DO.
03-21-2011 10:21 AM
03-21-2011 10:43 AM
In the SM command line type do and hit enter.
You will get the Display Option screen. There in the Default Label : give Related>Changes>Open and search. You will get 5 results.
out of that, the one which has Screen ID "apm.edit.problem" is the one responsible for opening a related change from an existing change ticket. Compare that with the Screen ID: "cc.edit.incident". Here you will find what these menus do.
03-24-2011 12:42 PM
03-24-2011 09:05 PM
Before looking at the action in your display option, I would look at the Scripts/Views tab of the Change Phase record of your first phase. There may be a script difined in the Open field with conditions dictating the open behaviour of the first phase of your change ticket. In my environment I have a script defined here and I get prompted for a Category regardless of whether I use the Related->Change->Open from an Incident ticket or from within another Change ticket.
If you don't see any reason there and you still want to investigate the action, you can view what Process is called by the action in your display option by looking at the relevant State record (Tailoring->Document Engine->States). For Change (cm3r) tickets the relevant State record is cm.view and for Incident tickets (probsummary) it is im.view. This could be different, depending on what you are doing, but at this point these are the two significant State records. In the State records it shows all the Display Actions and what Process record they call. I believe oob the us.screlate Process is called by the openchg action from both probsummary and cm3r records, and oob it is a very simple Process record, so unless it has been customized in your environment, I doubt the differing behaviour is configured here.
03-24-2011 10:15 PM
open the process "screlate.cm3r.category" and under RAD tab you will find this line,
"category in $L.file=nullsub(category in $L.file, "Default")"
Now when ever you open a related change it will prompt you to choose category from the list.
03-25-2011 05:51 AM
03-25-2011 05:57 AM