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Customer Due Date Problem !!

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Geek
Super Contributor.

Customer Due Date Problem !!

Hi Experts,

I am working on SD 4.5 with Serv pack 23.
I want to restrict the user from manually changing Customer Due Date and for this I have created one UI rule which works fine.
But unfortunately it checks the difference only with respect to Days,month or year and
is unable to track difference if user changes the hour,

say my CDD is 12/12/2007 12:30 PM and
user changes it to 12/12/2007 10:30 PM
then in this case tool is unable to check this difference.

is it something wrong on my end or just a limitation of the Tool.

Please help !

Efforts/clues appreciated well in advance!!
12 REPLIES
Ruth Porter
Acclaimed Contributor.

Re: Customer Due Date Problem !!

Hi there,

A simple way round would be to have a custom date time field (say call it Copy of CDD) and have 2 rules.

1. When a value has changed, condition Copy of CCD is empty (with the "evaluate ..." box CLEAR) AND CDD is not empty (with the box set)
Action : data update: Copy of CCD set to CCD

2. When a vlaue has changed
When a value has changed, condition Copy of CCD is NOT empty (with the "evaluate ..." box CLEAR) AND CDD is not empty (with the box set),
Action: data update set CCD to copy of CCD and possinly user notification message to say what has been done.

Hope this helps, Ruth


http://www.teamultra.net
Geek
Super Contributor.

Re: Customer Due Date Problem !!

Hi Ruth,

Thanks for your reply,
actually here I have two fields:
'Customer Due Date' and 'Copy Customer Due Date'.

I copy value from CDD to Copy CDD when an existing item opens thru one rule.

Another rule checks if CDD is not equal to Copy CDD before saving and shows error message if both are different.
It works fine if I make a change like this:
'12/12/2007 12:30 PM' changed to '13/12/2007 12:30 PM'
where dates are different.

But it fails to track the difference in the following scenario:
'12/12/2007 12:30 PM' changed to '12/12/2007 10:30 PM'
where the difference is between time stamp, and dates are same.

Please tell me if you need more clarification on this.

Thanks in advance.
Ruth Porter
Acclaimed Contributor.

Re: Customer Due Date Problem !!

Hi there,

I think my previous response should do what you want because if copy already exists then ANY alteration to CCD will be different; you should not need to check explicitly whether they are the same,

Regards, Ruth
http://www.teamultra.net
Geek
Super Contributor.

Re: Customer Due Date Problem !!

please have a look at the attached file.
It may be helpful.

Geek
Super Contributor.

Re: Customer Due Date Problem !!

Hi there,

Please have a look at the attached file. Here we can see the difference between the values, which should also be tracked by the tool.
Ruth Porter
Acclaimed Contributor.

Re: Customer Due Date Problem !!

Hi there,

Are you saying that if you have a condition which says "NOT CCD is empty" that this does not pick up a change which only involves the time part?

Can you post full details of your rule

Regards, Ruth
http://www.teamultra.net
Geek
Super Contributor.

Re: Customer Due Date Problem !!

Hi Ruth,

My rules go like this:

1) When existing item is opened,
where Not CDD is empty:

Copy CDD Set to CDD.

It captures CDD value in Copy CDD.

2) Before item is saved
where Copy CDD not on CDD
and Copy CDD not Empty.

User Notification: CDD can not be changed !

This is how I am trying to restrict user.

Ruth Porter
Acclaimed Contributor.

Re: Customer Due Date Problem !!

Hi there,

Have you tried my suggested rules in place of yours?

Regards, Ruth
http://www.teamultra.net
Geek
Super Contributor.

Re: Customer Due Date Problem !!

Hi Ruth,

Still no go !
It is unable to see the time differences.
Ruth Porter
Acclaimed Contributor.

Re: Customer Due Date Problem !!

Hi there,

If the condition

NOT CCD(*) is empty does not fire when ANYTHING in the CCD is amended then to me that is BUG and you should log it with HP.

Is that what is happening? I find some of what you say is not entirely clear so I am sorry if you feel you have answered this question.

Regards, Ruth
http://www.teamultra.net
Geek
Super Contributor.

Re: Customer Due Date Problem !!

Hello experts,

Does anybody have any other clues as I have exausted with all my efforts! Still I'm away from solution to this.
Please help. It's very urgent for our production environment!!
Geek
Super Contributor.

Re: Customer Due Date Problem !!

hi All,

I logged this issue with HP and got this answer:-

In Service Desk, the "on" operator does only compare the datetime field in the day value with ignoring time part.

For tracking the difference in both and time value between two datetime fields, you can use two workarounds below:
1. Use "on or after" XXXX and "on or before" XXXX
2. Use "between" XXXX and XXXX


I tried it but unfortunately it does not solve the problem,instead it does not let the user save ticket even if he really does not change CDD becuase of "On" included in these.

Please help if anyone has any clue for this.

Thanks in advance.