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May 2010

Chitradevi Egamulum commented on SM-1088 (SIT-Ticket Exchange-Update Event-Close Change-Update is not sent on closure of Change) saying:

Hi All

As discussed with Mike F - this needs to be determined by the BAs - such as Nick C/Matt C. The training has been completed so we should stay with what has been implemented.

Cheers

Anthony

----Original Message----

From: Chitradevi Egamulum

Sent: Friday, 28 May 2010 10:21 AM

To: Anthony Symons; 'giuseppe - hp'

Cc: Mike Soon Chun Hoo; Alan Edwards; Mick Ashby (E-mail); Michael Fisher

Subject: RE: SM-1088 SIT-Ticket Exchange-Update Event-Close Change-Update is not sent on closure of Change

Hi Anthony / Giuseppe,

A quick question:-

There are 2 ways to resolve this issue

User have to manually choose the "Closed" status before close the CM

System will automatically set the status to "closed" when the user closed the CM

The first way has been implemented and is running in the process now. However, if the user prefers the second way, we have to include it in the development later on.

Which one do you think is the suitable solution for this issue?

Please advise.

Regards,

Chitra

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JIRA closed by MF after the conversation with AS that the current process of closing a change is right.

The way that has been used to resolve this issue is:-

1. User have to manually choose the "Closed" status before close the CM

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Hi Anthony,

Appreciation on your reply.

Another quick question:

1. The update.description for the status closed should be the solution from the interaction or from the change?

Please advise.

Thanks,

Regards,

Chitra

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Chitradevi Egamulum changed the Assignee to 'Michael Fisher' on SM-1088 (SIT-Ticket Exchange-Update Event-Close Change-Update is not sent on closure of Change) saying:

Hi Michael,

I did some code amendments in the function:optSendEventOutByActivity(record) of sl:opteventout in the HP1 system.

The previous code was calling a wrong variable for the update.description when the status="closed".

Thus, I make changes to the code with some conditions.

Regards,

Chitra

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Chitradevi Egamulum resolved SM-1182 (E2E-AW-Script 'activityUpdatesInterface' line 241: ERROR TypeError: fFile.doSelect is not a function at char 1 SCFile name is not a Service Manager file. Australia/NSW 24/05/10 09:08:50: Incident AIM10946 has been updated by andrew.plant) saying:

OK, this is good, and bad!!

Good because this is the ideal way to deal with the issue of the two slightly different systems....

Bad because we now have a code freeze and cannot apply any more code to the CNOC system.

Please do not undertake any work on the direction of anyone from AW - all code requests should be routed through either Giuseppe or myself.

However, please feel free to complete this work in HP2, but do not forward to Joey or apply to CNOC. Hopefully we may get to implement this, but please await my direction before migration.

Thanks

Mick

From: Vincent Chin [email protected]

Sent: Monday, May 24, 2010 4:07 PM

To: Mick Ashby; Xu, Xue-Feng (Joey,EB-BAS China-SH)

Cc: Melfi, Giuseppe; Mike Soon Chun Hoo; Chitradevi Egamulum

Subject: RE: changes to activityUpdates interface

Hi Mick,

Noted, Chitra is creating a generic function to get the prefixes from number table, which mean we can gather for both CNOC and SNOC even there are in different prefixes.

ETA, 2 hours. J

Thanks.

Regards

Vincent

From: Mick Ashby [email protected]


To: Vincent Chin; 'Xu, Xue-Feng (Joey,EB-BAS China-SH)'

Cc: 'Melfi, Giuseppe'; Mike Soon Chun Hoo; Chitradevi Egamulum


Importance: High

Prefixes for CNOC are ASD and AIM and for SNOC are ASSD and ASIM.

Update : Do not remove any CNOC code.

Even though the code applied to CNOC will only work on SNOC, we will not be modifying the code to enable CNOC to work. We need this code is CNOC to be able migrate the code effectively between the systems.

i.e. CNOC and SNOC code should be exactly the same.

Regards

Mick



To: Xu, Xue-Feng (Joey,EB-BAS China-SH)

Cc: Mick Ashby; Melfi, Giuseppe; Mike Soon Chun Hoo; Chitradevi Egamulum


Hi Joey,

Can we confirm what prefix of AW is using? The cause of this error is due to the difference prefixes in the systems.

E.g. In HP2, we are using ASIMxxxxx and CNOC/SNOC using AIMxxxxx

Thanks.

Regards

Vincent

From: Mike Soon Chun Hoo


To: Vincent Chin; Chitradevi Egamulum

Cc: Mick Ashby; Melfi, Giuseppe; Xu, Xue-Feng (Joey,EB-BAS China-SH)


Hi Vincent / Chitra,

Is it the trigger below has caused the error in Jira SM-1182?

Trigger Name: opt.event.out.by.interaction

(ii) Table Name: incidents

(iii) Trigger Type: 2 - After Add

(iv) Script: system.library.opteventout.optSendEventOutByInteraction(record);

Can you identify what is the impact(s) if the trigger is removed.

Regards,

Mike

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Chitradevi Egamulum changed the Assignee to 'Chitradevi Egamulum' on SM-1182 (E2E-AW-Script 'activityUpdatesInterface' line 241: ERROR TypeError: fFile.doSelect is not a function at char 1 SCFile name is not a Service Manager file. Australia/NSW 24/05/10 09:08:50: Incident AIM10946 has been updated by andrew.plant)

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Chitradevi Egamulum resolved SM-1088 (SIT-Ticket Exchange-Update Event-Close Change-Update is not sent on closure of Change) saying:

This issue has been resolved.

update_description = closureComments.

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Chitradevi Egamulum started progress on SM-1088 (SIT-Ticket Exchange-Update Event-Close Change-Update is not sent on closure of Change)

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Chitradevi Egamulum commented on SM-1164 (SIT-Ticket Exchange-Open Request-AW opteventin 11 creates a AW to DIAC Open Request (15)) saying:

Hi MF,

Please retest and revert to me if there is any issue.

Thanks,

Chitra

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Chitradevi Egamulum changed the Assignee to 'Rod Eggins' on SM-1167 (E2E-Ticket Exchange-Open request (msgtype = 15)-Alphawest to DIAC-No OptEventOut msgType 15 created) saying:

Identified from Giuseppe that the msgType-15 triggers: opt.event.out.by.interaction is not in the SNOC system. It has not been completely deployed in the SNOC system.

Rod,

Please retest and revert to me if there is any issue.

Thanks,

Chitra

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Chitradevi Egamulum changed the Assignee to 'Chitradevi Egamulum' on SM-1167 (E2E-Ticket Exchange-Open request (msgtype = 15)-Alphawest to DIAC-No OptEventOut msgType 15 created)

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Chitradevi Egamulum changed the Assignee to 'Rod Eggins' on SM-1167 (E2E-Ticket Exchange-Open request (msgtype = 15)-Alphawest to DIAC-No OptEventOut msgType 15 created) saying:

There is no remote access to the SNOC system - only people on-site in the SNOC can retrieve this sort of information. Giuseppe is currently on-site, so send all such requests to him.

Thanks

M

From: Xu, Xue-Feng (Joey,EB-BAS China-SH) [email protected]

Sent: Friday, May 21, 2010 3:16 PM

To: Chitradevi Egamulum; Rod Eggins

Cc: Vincent Chin; Mike Soon Chun Hoo; Mick Ashby

Subject: RE: SM-1167 E2E-Ticket Exchange-Open request (msgtype = 15)-Alphawest to DIAC-No OptEventOut msgType 15 created

Hi Chitra,

Sorry, I have no right to get sm.log file. Could you ask AW for it? I think Khang([email protected]) can help you.

From: Chitradevi Egamulum [email protected]

Sent: Friday, May 21, 2010 1:15 PM

To: Xu, Xue-Feng (Joey,EB-BAS China-SH); Rod Eggins

Cc: Vincent Chin; Mike Soon Chun Hoo; Mick Ashby

Subject: SM-1167 E2E-Ticket Exchange-Open request (msgtype = 15)-Alphawest to DIAC-No OptEventOut msgType 15 created

Hi Rod,

There are some objects needed from the SNOC system in order to resolve this issue.

Could you please explained in detail on the steps that was used to create the opteventout msgType=15 record?

Hi Joey,

Could you please help us to extract the sl: opteventout , sl: activityUpdatesInterface and dbdict:opteventout from the SNOC system?

As well, the sm.log file for investigate the defect.

Thanks.

Regards,

[Chitradevi Egamulum] | [Application Consultant] | p: AU [07-3139 2613] MY [03-7946 3613 | e: [[email protected]] | Customer Solutions &Services | Optus Business

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Chitradevi Egamulum resolved SM-1164 (SIT-Ticket Exchange-Open Request-AW opteventin 11 creates a AW to DIAC Open Request (15))

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Chitradevi Egamulum changed the Assignee to 'Chitradevi Egamulum' on SM-1164 (SIT-Ticket Exchange-Open Request-AW opteventin 11 creates a AW to DIAC Open Request (15))

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Chitradevi Egamulum changed the Assignee to 'Vincent Chin' on SM-1167 (E2E-Ticket Exchange-Open request (msgtype = 15)-Alphawest to DIAC-No OptEventOut msgType 15 created)

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From: Michael Fisher

Sent: Thursday, May 20, 2010 9:38 AM

To: Chitradevi Egamulum

Cc: Mike Soon Chun Hoo; Vincent Chin

Subject: RE: SM-1088 SIT-Ticket Exchange-Update Event-Close Change-Update is not sent on closure of Change

Hi Chitra,

In regards to the first point. This is not an issue merely an observation made in an attempt to assist with the issue resolution. Intuitively the value in the Change would be transferred to the Interaction but little of the functionality in this solution is intuitive to the user. There is no requirement for this as far as I am aware.

In regards to the second point. Please refer to section 4.4 of the Alphawest Changes Design

Regards,

Michael



Sent: Wednesday, 19 May 2010 16:19

To: Michael Fisher

Cc: Mike Soon Chun Hoo; Vincent Chin

Subject: SM-1088 SIT-Ticket Exchange-Update Event-Close Change-Update is not sent on closure of Change

Hi Michael,

Below are your questions that you have raised regarding this issue. Please see the answers in line please advise further.

When closing a Change:

the Closure Code for the Interaction is NOT set to the value selected in the Change

[Chitra] Could you please let me know where did you find this requirement since I am unable to find anything related to this requirement in the design doc?

an update is NOT generated with Closure Code set and the update Description = Solution

[Chitra] Previously, the change closed was identified by the status field in the change. However, now it has been changed, where the change closed is identified by the opt.status field in the change. Thus, at the final stage of closing a change we need to set the opt.status from "Logged" to "Closed" in order to create an customer visible activity record.

Thanks.

Regards,


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Chitradevi Egamulum changed the Assignee to 'Mike Soon' on SM-1140 (SIT-CR-Connect IT-ANZSRN email integration-cm3rin-Script 'activityUpdatesInterface' line 286: ERROR ReferenceError: trace is not defined at char 1) saying:

Hi Mike,

Please help to retest this issue in HP1.

Thanks.

Regards,

Chitra

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Chitradevi Egamulum commented on SM-1140 (SIT-CR-Connect IT-ANZSRN email integration-cm3rin-Script 'activityUpdatesInterface' line 286: ERROR ReferenceError: trace is not defined at char 1) saying:

Mike,

It's already solved but haven't completed the testing yet.

I'll resolve it soon after the testing by today.Thanks.

Regards,

Chitra

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Chitradevi Egamulum changed the Assignee to 'Chitradevi Egamulum' on SM-1088 (SIT-Ticket Exchange-Update Event-Close Change-Update is not sent on closure of Change)

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Chitradevi Egamulum resolved SM-1108 (E3-SIT-Ticket Interaction-DIAC Ticket Id does not get copied to the event out table-May be required in Alphawest system) saying:

Hi All,

There are many fields with empty values in the opteventout because the AW system does not fully ready for the dataflow to the DIAC. Thus, some of the fields are unable to capture the data which are from CS&S.

Regards,

Chitra

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Chitradevi Egamulum commented on SM-1108 (E3-SIT-Ticket Interaction-DIAC Ticket Id does not get copied to the event out table-May be required in Alphawest system) saying:


Sent: Tuesday, May 18, 2010 10:24 AM


Cc: Vincent Chin

Subject: SM-1108. Missing values

Chitra,

Please find attached, there are many fields with empty values for msg.type=15. Please recheck.

-Mike

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Chitradevi Egamulum commented on SM-1108 (E3-SIT-Ticket Interaction-DIAC Ticket Id does not get copied to the event out table-May be required in Alphawest system) saying:



To: Mike Soon Chun Hoo; Vincent Chin

Cc: Mick Ashby; ''Giuseppe Melfi ' (E-mail)'

Subject: RE: Optus OB - V3ITIL Phase 2 - DEL010 Alphawest Changes Design v2.3 & DEL011 Test Cases

Hi Mike / Vincent,

I have completed the task. Kindly verify the changes that have been done in CS&S and AW systems.

Thanks.

Regards,

Chitra

_____________________________________________



To: Vincent Chin; Chitradevi Egamulum

Cc: Mick Ashby; 'Giuseppe Melfi ' (E-mail)

Subject: RE: Optus OB - V3ITIL Phase 2 - DEL010 Alphawest Changes Design v2.3 & DEL011 Test Cases

Hi Vincent / Chitra,

Please help to populate Customer Ticket id to opteventout for Open Request - AW to DIAC (msg.type=15) and Open Request - CS&S to AW (msg.type=25).

Regards,

Mike

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Chitradevi Egamulum changed the Assignee to 'Chitradevi Egamulum' on SM-1108 (E3-SIT-Ticket Interaction-DIAC Ticket Id does not get copied to the event out table-May be required in Alphawest system)

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Chitradevi Egamulum resolved SM-894 (SIT-Ticket Exchange-Open Ticket-Workstation Port is not populated in the CSS Interaction Description)

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Chitradevi Egamulum commented on SM-894 (SIT-Ticket Exchange-Open Ticket-Workstation Port is not populated in the CSS Interaction Description) saying:

CIT has been modified to get the related fields from AW to CS&S.

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Chitradevi Egamulum changed the Link to 'This issue is related to SM-853' on SM-894 (SIT-Ticket Exchange-Open Ticket-Workstation Port is not populated in the CSS Interaction Description)

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Chitradevi Egamulum changed the Link to 'This issue relates to SM-894' on SM-853 (SIT-Ticket Exchange-Open Ticket-Interaction-Open Time not populated within Description field)

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Chitradevi Egamulum changed the Link to '' on SM-853 (SIT-Ticket Exchange-Open Ticket-Interaction-Open Time not populated within Description field)

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Chitradevi Egamulum changed the Link to '' on SM-894 (SIT-Ticket Exchange-Open Ticket-Workstation Port is not populated in the CSS Interaction Description)

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Chitradevi Egamulum changed the Link to 'This issue Clonee SM-894' on SM-853 (SIT-Ticket Exchange-Open Ticket-Interaction-Open Time not populated within Description field)

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Chitradevi Egamulum changed the Link to 'This issue Cloner SM-853' on SM-894 (SIT-Ticket Exchange-Open Ticket-Workstation Port is not populated in the CSS Interaction Description)

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Chitradevi Egamulum resolved SM-1088 (SIT-Ticket Exchange-Update Event-Close Change-Update is not sent on closure of Change)

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Hi Micheal,

The update to report close is working well.

Thanks.

Regards,

Chitra

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Chitradevi Egamulum changed the Assignee to 'Michael Fisher' on SM-1112 (SIT-Ticket Exchange-Update Request-Optus Status is not set to Phase for Phase Change update) saying:

Hi Micheal,

Could you please retest the issue because the opteventout record for the interaction below produced the required value for Optus status.

CS-SD002184

CS-CM7297

Thanks.

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Chitradevi Egamulum changed the Priority to 'Major' on SM-1070 (SM-Ticket Exchange-Type25,Type24&Type15-Add Attachment-Added attachment within CSNS can be viewed in opteventout of CS&S and AW.)

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Chitradevi Egamulum changed the Assignee to 'Chitradevi Egamulum' on SM-1088 (SIT-Ticket Exchange-Update Event-Close Change-Update is not sent on closure of Change)

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Chitradevi Egamulum changed the Assignee to 'Chitradevi Egamulum' on SM-1112 (SIT-Ticket Exchange-Update Request-Optus Status is not set to Phase for Phase Change update)

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All the fields cited below have been added/removed in the HP1 and HP2 system.

dbdict: opteventin and format: opteventin

(1) Added field

a. integrator (character)

(2) Removed field

a. evseq

dbdict: opteventout and format: opteventout

(1) Added fields

a. msg.action (character)

b. open.time (date/time)

c. problem.type (character)

d. workstation.port (character)

(2) Removed field

a. ticket.description(in opteventout form only)

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Chitradevi Egamulum changed the Assignee to 'Michael Fisher' on SM-1088 (SIT-Ticket Exchange-Update Event-Close Change-Update is not sent on closure of Change) saying:

The fix version is v2.20.29

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Chitradevi Egamulum changed the Fix Version/s to 'SM V2.20.29' on SM-1088 (SIT-Ticket Exchange-Update Event-Close Change-Update is not sent on closure of Change)

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Chitradevi Egamulum resolved SM-1088 (SIT-Ticket Exchange-Update Event-Close Change-Update is not sent on closure of Change) saying:

Please retest

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i agree but this also requires changes to cit so i'm not sure we are going to this one now. so leave it until i tel you to do it.

thanks

Giuseppe Melfi

--------------------------------------------------------------------------------

Subject: SM-894 SIT-Ticket Exchange-Open Ticket-Workstation Port is not populated in the CSS Interaction Description

Date: Mon, 10 May 2010 10:50:27 +1000

From: [email protected]

To: [email protected]

Hi G,

This SM-894 has been assigned to me by Vincent. There are 3 steps required to resolve this issue:

a) Add the fields that do not exist in the opteventout/opteventin table

b) Add the fields in the forms as well

c) Modify the script library

However, these fields are not included in the opteventout/opteventin table design in the latest design document of AW and CS&S.

So, could I proceed on this task without the appropriate design document? Please advise.

Thanks.

Regards,


Mike Soon added a comment - 23/Apr/10 04:41 PM

G, other than workstation_port, below fields are missing in CIT mapping between opteventin and opteventout.

(a) opteventin.open_time

(b) opteventin.problem_type

(c) opteventin.workstation_port

(d) opteventin.message_action

(e) opteventout.integrator

Please advise.

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Chitradevi Egamulum changed the Assignee to 'Chitradevi Egamulum' on SM-894 (SIT-Ticket Exchange-Open Ticket-Workstation Port is not populated in the CSS Interaction Description)

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Chitradevi Egamulum resolved SM-1070 (SM-Ticket Exchange-Type25,Type24&Type15-Add Attachment-Added attachment within CSNS can be viewed in opteventout of CS&S and AW.)

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Chitradevi Egamulum changed the Link to 'This issue is related to SM-952' on SM-1070 (SM-Ticket Exchange-Type25,Type24&Type15-Add Attachment-Added attachment within CSNS can be viewed in opteventout of CS&S and AW.) saying:

This task is the solution for both of these linked Jira.

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Chitradevi Egamulum changed the Link to 'This issue relates to SM-1070' on SM-952 (SIT-Ticket Exchange-Open Request- Word Attachments are not being created in the Interaction)

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Chitradevi Egamulum changed the Link to 'This issue is related to SM-950' on SM-1070 (SM-Ticket Exchange-Type25,Type24&Type15-Add Attachment-Added attachment within CSNS can be viewed in opteventout of CS&S and AW.)

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Chitradevi Egamulum changed the Link to 'This issue relates to SM-1070' on SM-950 (SIT-Ticket Exchange-Open Request- Excel Attachments are not being created in the Interaction)

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Chitradevi Egamulum changed the Assignee to 'Chitradevi Egamulum' on SM-1070 (SM-Ticket Exchange-Type25,Type24&Type15-Add Attachment-Added attachment within CSNS can be viewed in opteventout of CS&S and AW.)

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Chitradevi Egamulum created SM-1070 (SM-Ticket Exchange-Type25,Type24&Type15-Add Attachment-Added attachment within CSNS can be viewed in opteventout of CS&S and AW.)

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April 2010

Chitradevi Egamulum changed the Assignee to 'Shing Siew Ng' on SM-936 (SIT-DIAC-TicketExchange - Change Request status change is not reflected in the Historic Activities of Interaction)

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Chitradevi Egamulum updated 2 fields of SM-936 (SIT-DIAC-TicketExchange - Change Request status change is not reflected in the Historic Activities of Interaction) saying:

Updated with latest fix version

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Chitradevi Egamulum changed the Assignee to 'Chitradevi Egamulum' on SM-936 (SIT-DIAC-TicketExchange - Change Request status change is not reflected in the Historic Activities of Interaction)

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Chitradevi Egamulum changed the Assignee to 'Shing Siew Ng' on SM-936 (SIT-DIAC-TicketExchange - Change Request status change is not reflected in the Historic Activities of Interaction)

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Chitradevi Egamulum changed the Assignee to 'Chitradevi Egamulum' on SM-936 (SIT-DIAC-TicketExchange - Change Request status change is not reflected in the Historic Activities of Interaction)

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Chitradevi Egamulum resolved SM-986 (SIT-Ticket Exchange-Incident Status changes-Test Messages displayed in Messages & Alerts)

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Chitradevi Egamulum commented on SM-986 (SIT-Ticket Exchange-Incident Status changes-Test Messages displayed in Messages & Alerts) saying:

Hi Rod,

Could you please define the steps to reproduce the task as you commented above?

Thanks.

Regards,

Chitra

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Chitradevi Egamulum commented on SM-986 (SIT-Ticket Exchange-Incident Status changes-Test Messages displayed in Messages & Alerts) saying:

Hi all,

The trace messages have been remarked in HP1. Presently, we have to wait for the code promotion to HP3 to resolve this issue.

Regards,

Chitra

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Chitradevi Egamulum resolved SM-945 (SIT-Ticket Exchange-Update Request-Change-Phase Change-opteventout Optus Status is set to Notify but should be set to the Change Phase) saying:

Hi Micheal,

I have rectified this issue. Please retest and verify the changes.

Thanks.

Regards,

Chitra

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Chitradevi Egamulum commented on SM-936 (SIT-DIAC-TicketExchange - Change Request status change is not reflected in the Historic Activities of Interaction) saying:

The Change Request Status Change is now reflected in the Historic Activities of Interaction as Change Update.

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Chitradevi Egamulum changed the Assignee to 'Michael Fisher' on SM-931 (SIT-Ticket Exchange-Update Request-Interaction Activity list not ordered by date) saying:

Hi Micheal,

I have specified the version to:

Fix Version/s: SM V2.20.23

Thanks.

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Chitradevi Egamulum changed the Fix Version/s to 'SM V2.20.23' on SM-931 (SIT-Ticket Exchange-Update Request-Interaction Activity list not ordered by date)

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Chitradevi Egamulum resolved SM-931 (SIT-Ticket Exchange-Update Request-Interaction Activity list not ordered by date) saying:

Kindly retest this issue.

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Chitradevi Egamulum resolved SM-910 (SIT-Ticket Exchange-Update Ticket-CSS to AW-Optus Status includes * with status) saying:

Thanks.

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Chitradevi Egamulum changed the Assignee to 'Michael Fisher' on SM-910 (SIT-Ticket Exchange-Update Ticket-CSS to AW-Optus Status includes * with status)

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Chitradevi Egamulum commented on SM-910 (SIT-Ticket Exchange-Update Ticket-CSS to AW-Optus Status includes * with status) saying:

Hi G,

I have made some changes in the opteventmapping where the status value is mapped to the selected status in the incident screen. Previously, most of the mapping value for a status is assigned with * sign. Hence, I removed all the * signs in the mapping value for the status.

Thanks.

Regards,

Chitra

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Chitradevi Egamulum stopped progress on SM-910 (SIT-Ticket Exchange-Update Ticket-CSS to AW-Optus Status includes * with status)

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Chitradevi Egamulum changed the Assignee to 'Michael Fisher' on SM-910 (SIT-Ticket Exchange-Update Ticket-CSS to AW-Optus Status includes * with status)

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Chitradevi Egamulum commented on SM-910 (SIT-Ticket Exchange-Update Ticket-CSS to AW-Optus Status includes * with status) saying:

Hi Michael,

I have resolved this Jira.Please retest on it.

Thanks.

Regards,

Chitra

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Chitradevi Egamulum started progress on SM-910 (SIT-Ticket Exchange-Update Ticket-CSS to AW-Optus Status includes * with status)

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Chitradevi Egamulum stopped progress on SM-910 (SIT-Ticket Exchange-Update Ticket-CSS to AW-Optus Status includes * with status)

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Chitradevi Egamulum started progress on SM-910 (SIT-Ticket Exchange-Update Ticket-CSS to AW-Optus Status includes * with status)

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Chitradevi Egamulum changed the Assignee to 'Chitradevi Egamulum' on SM-910 (SIT-Ticket Exchange-Update Ticket-CSS to AW-Optus Status includes * with status)

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Chitradevi Egamulum changed the Security to '' on SM-881 (Opteventout.id in opteventout table does not subsequent to increment by 1)

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Chitradevi Egamulum changed the Assignee to 'Mike Soon' on SM-874 (SIT-DIAC-Ticket Exchange - Activity record added to Ticket created in CS&S is not reflected in AW) saying:

I have commented the email received from Giuseppe, Anthony and Mick.

Please take a look.

Thanks.

Regards,

Chitra

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Chitradevi Egamulum commented on SM-874 (SIT-DIAC-Ticket Exchange - Activity record added to Ticket created in CS&S is not reflected in AW) saying:

Hi All

I agree with Giuseppe

The concept is that tickets can be raised in both the Diac system as well as in the ALW & also optus systems.

For consistency, we would need to have the local and remote ticket IDs in our systems and in DIAC systems - so that the end user can call up and find out about the status of the ticket, as well as being able to update the tickets from DIAC to ALW.

So I would expect to get an update from DIAC - message # 13 - note that the DIAC message ID is mandatory in that record.

Cheers

Anthony



Sent: Thursday, 15 April 2010 12:03 PM

To: Chitradevi Egamulum; 'Giuseppe Melfi'; Anthony Symons

Cc: Vincent Chin; Mike Soon Chun Hoo; Shing Siew Ng; Lim Chai Hong

Subject: RE: Ticket created in CS&S

I've no idea how the design was intended to cover this.

Anthony, what are your thoughts?

Regards

Mick

From: Chitradevi Egamulum [email protected]

Sent: Thursday, April 15, 2010 12:00 PM

To: Giuseppe Melfi

Cc: Mick Ashby; Vincent Chin; Mike Soon Chun Hoo; Shing Siew Ng; Lim Chai Hong


Thanks Giuseppe.

Mick - Please advise.

Thanks.

Regards,

Chitra

--------------------------------------------------------------------------------

From: Giuseppe Melfi [email protected]

Sent: Thursday, April 15, 2010 11:43 AM


Cc: 'Mick Ashby'


Hi Chitra,

I would say yes on both account.

Mick do you agree with my answers as I'm not sure what the process is when a ticket is open from cs&s all the way to diac if diac should be allowed to update it?

Thanks

G

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Chitradevi Egamulum changed the Assignee to 'Shing Siew Ng' on SM-880 (SIT-DIAC-TicketExchange - Type and Description of activity record for status change of incident to "Resolved" is different from another status "Referred") saying:

Hi Shing Siew,

I just updated the comment on this issue.

Thanks.

Regards,

Chitra

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Chitradevi Egamulum commented on SM-880 (SIT-DIAC-TicketExchange - Type and Description of activity record for status change of incident to "Resolved" is different from another status "Referred") saying:

The "Resolved" and "Closed" status are the Out of the box functions.

Hence, the Type and Description of activity record for status change of incident to "Resolved" and "Closed" will be dissimilar from other status.

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Chitradevi Egamulum changed the Assignee to 'Chitradevi Egamulum' on SM-880 (SIT-DIAC-TicketExchange - Type and Description of activity record for status change of incident to "Resolved" is different from another status "Referred")

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Chitradevi Egamulum resolved SM-881 (Opteventout.id in opteventout table does not subsequent to increment by 1)

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Chitradevi Egamulum started progress on SM-881 (Opteventout.id in opteventout table does not subsequent to increment by 1)

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Chitradevi Egamulum commented on SM-881 (Opteventout.id in opteventout table does not subsequent to increment by 1) saying:

The code below in the opteventout script library has been shifted from the start to the end of the function:-

var actNo = system.library.activityUpdatesInterface.optGetScNumber("opteventout");

opteventout.id = actNo.toString();

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Hi Rod,

This issue has been raised to Mick and Giuseppe in order to get a clear view on the flow of the CS&S ticket creation. At this moment, we are still waiting for their reply.

Regards,

Chitra


Sent: Tuesday, April 13, 2010 3:01 PM

To: Vincent Chin

Cc: Joey (GDCC); Mike Soon Chun Hoo; Chitradevi Egamulum


I've asked Giuseppe the question, so I'll hopefully get back to you later this afternoon.


Sent: Tuesday, April 13, 2010 2:34 PM

To: Mick Ashby



Hi Mick,

How about this one? Can you confirm the process?

Regards

Vincent

From: Vincent Chin

Sent: Monday, April 12, 2010 9:34 AM

To: 'Mick Ashby'


Subject: FW: Ticket created in CS&S

Hi Mick,

Do you have the answers for the questions raised by Shing Siew below? As this is not being mentioned in the design doc.

Thanks.

Regards

Vincent

From: Shing Siew Ng

Sent: Friday, April 09, 2010 1:29 PM

To: Vincent Chin; Mike Soon Chun Hoo; Chitradevi Egamulum

Cc: Lim Chai Hong; Rod Eggins; Ngai Peck Leng (Celine)

Subject: Ticket created in CS&S

Hi,

I have a concern now on the ticket created in CS&S.

When ticket created in CS&S, ticket will also created in AW and DIAC.

Is there an update from DIAC with its DIAC ticket ID; back to AW and CS&S?

If yes, is the record coming back from DIAC with message type = 13?

Please advise.

Thank you.

Regards,

MY DID AU DID - (07) 3139 2654 | Ng Shing Siew | Application Consultant | [email protected] | Customer Solutions- (03) 2168 3654 | & Services | Optus Business

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Thanks Rod.

I'm investigating on it. Will provide the update as soon as possible.

Thanks

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Chitradevi Egamulum stopped progress on SM-880 (SIT-DIAC-TicketExchange - Type and Description of activity record for status change of incident to "Resolved" is different from another status "Referred")

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Chitradevi Egamulum started progress on SM-880 (SIT-DIAC-TicketExchange - Type and Description of activity record for status change of incident to "Resolved" is different from another status "Referred")

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Chitradevi Egamulum updated 2 fields of SM-881 (Opteventout.id in opteventout table does not subsequent to increment by 1)

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Chitradevi Egamulum created SM-881 (Opteventout.id in opteventout table does not subsequent to increment by 1)

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Chitradevi Egamulum resolved SM-833 (SIT-DIAC-TicketExchange - Attachment added in CS&S SM7 is not reflected in AW SM7)

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Chitradevi Egamulum stopped progress on SM-833 (SIT-DIAC-TicketExchange - Attachment added in CS&S SM7 is not reflected in AW SM7)

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Chitradevi Egamulum started progress on SM-833 (SIT-DIAC-TicketExchange - Attachment added in CS&S SM7 is not reflected in AW SM7)

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Chitradevi Egamulum changed the Assignee to 'Chitradevi Egamulum' on SM-833 (SIT-DIAC-TicketExchange - Attachment added in CS&S SM7 is not reflected in AW SM7)

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Chitradevi Egamulum changed the Assignee to 'Mike Soon' on SM-834 (SIT-DIAC-TicketExchange - Attachments added cannot be opened from SD page)

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Chitradevi Egamulum commented on SM-834 (SIT-DIAC-TicketExchange - Attachments added cannot be opened from SD page) saying:

This is due to the codes in HP2 opteventin line 607 which will generate new uid for each new data in the SYSATTACHMENTS table. Every huge file that we attached in the interaction will be split into many segments in the SYSATTACHMENTS table as shown below:

SYSATTACHMENTS table for Incident

The accurate flow is:

There are two files with the same name "A.txt" to show that we able to attach many files with the same name to an interaction.

What the codes are generating is:

There is an example of code in HP1 opteventout 'chkAttachment(id, optId)' which was created to illustrate the situation above and to generate the accurate uid for the SYSATTACHMENTS table.

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Chitradevi Egamulum deleted an attachment from SM-834 (SIT-DIAC-TicketExchange - Attachments added cannot be opened from SD page)

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Chitradevi Egamulum attached 2 files to SM-834 (SIT-DIAC-TicketExchange - Attachments added cannot be opened from SD page):

,

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Chitradevi Egamulum changed the Assignee to 'Chitradevi Egamulum' on SM-834 (SIT-DIAC-TicketExchange - Attachments added cannot be opened from SD page)

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Chitradevi Egamulum deleted a comment from SM-833 (SIT-DIAC-TicketExchange - Attachment added in CS&S SM7 is not reflected in AW SM7)

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