New User to events - Trying to use pmo/pmu

[alistairpaul]

Hi All - I'm not new to ServiceCenter at all, however, I am new to using events. We've got SC4.0.10.2 running on SC4.0.5 datafiles, with some tables pushed to SQLServer2K, and running SCAutomateMail.

I recently started playing around and have the basics of "pmo" working. However, i'm failing to get "pmu" working so far because of "activities/activity type". If anyone could give me a brief explanation of how you're supposed to pass the activity-type in through "pmu" so that you can actually perform an update, that would be great!

Thanks,

Al MacGowan,
Creator of the original SpellChecker for 3.0 before SC had one embedded.

[tommy]

I have not used events in SC4 but in SC5 it is like this.

First if the DEFAULT incidents profile does not provide update access then the formatcontrol problem.browse is executed.

Second look in activityactions, in here You define conditions that automatically categorises the updates into different types.

Under some conditions the FIRST element in the array update.action from the input map is used as the activity type.

I may have forgotten some details but this should start You off.

[alistairpaul]

the "activity type" box on the problem update form is what's not being filled in. i guess i need to figure out how to map one of my eventin fields to $apm.activity .. any quick ideas on that?

thanks,

al macgowan

[tommy]

In the file activityactions add a new line and enter the activity type You want then enter some expressions that would only evaluate to true when pmu updates the incident.

[fiservmbw]

I update the activity type via format ctrl calculations for the update format. The condition is set to trigger when not gui(), and sets the activity type field.

[alistairpaul]

Thanks for the tip there - not sure why that hadn't crossed my mind, but thanks!

I'm able to update now via eventin, and it writes the activity record, except when writing the activity record it's using $pmc.actions as it's text. When doing an update through the standard gui interface, it takes the correct text and updates only the most recent "update"/$pmc.actions text into the new activity record. However, when doing this from an eventin - it writes the previous "entire journal" into the activity record, and doesn't insert the latest "update" into the activity until the next update when it grabs the entire journal again. Should I use something other than $pmc.actions when using eventin/not gui() ??

Thanks,

Al MacGowan

[fiservmbw]

I use the $apm.activity variable (I'm on SC5):
$apm.activity="Unicenter Update"

[alistairpaul]

yes, i'm sorry - i do as well, i didn't state what text i was worried about. it's the actual "update text for the ticket" that i'm looking at. The activity type works perfectly, just as you stated.

the actual "I called the customer to get additional information" text is what i'm looking at. what you type into the problem ticket - it works fine in gui(), but through event services, when calling "$pmc.actions", it pulls the entire journal BEFORE the new update text, and sends that to the activity record, instead of sending only the new update text of "I called the customer to get additional information".

Thanks,