The other standing possibility (if neither of the conditions listed below are true in your case) is that there may be some rogue workflow that does a Push Fields into the Work Log form, that has a bug in its Push Fields If condition, and some transaction modified the record in this form, causing this entry to appear like it "disappeared" while what really may have happened is that it has been updated by some other transaction..
Joe _____ From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Brittain, Mark Sent: Monday, May 22, 2017 10:35 AM To: [email protected] Subject: Outgoing email not creating worklog Hi All & Happy Monday Have a situation where the user sent an email from the Incident and a work log entry was not created. I was able to verify the AR System Email Message was created, sent and received. Haven't had this issue reported once in over 4 years and could not replicate. Also could not find anything on the BMC KB on this. Has anyone run into this issue? ARS 7.6.04 SP5 ITSM 7.6.04 SP2 Thanks Mark Mark Brittain | Senior Systems Engineer | 315.634.9337 125 Elwood Davis Road | Syracuse NY 13212 new_spectrum _ARSlist: "Where the Answers Are" and have been for 20 years_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
