Hey, if they were using ITSM 7, you would find that all of your requests were not only Status=New but stuck "In Process", meaning that they failed to create incidents and are stuck in the system. BTW, when that happens, a transaction rollback just took place on your SQL database server! In your case, it would be because of the BMC Custom filter named "SRM:REQ:OnSubmit_RejectTonyWorthington." I think there's one in their system with my name on it, too.
Consider the Requester Console; some of the most interesting documentation in the BMC Remedy Service Desk: Incident Management 7.0 User Guide (which is extremely content-sparse on most topics), is on how to operate as the Request Master and track down service requests that failed to properly create incidents. This module is so problematic that they felt that they had to include the tools to manage the failures! I guess I should be glad - it's like getting a tire jack with a new car - it's a component that is _expected_ to fail, so the repair tools are standard. I'm just not sure I like having a public interface to my customers that is so easily deflated. </whine> Back to ITSM 7 incident process testing... Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Watson, Benjamin A. Sent: Tuesday, January 30, 2007 11:12 AM To: [email protected] Subject: Re: (ISSXXXXXXXX, 3-Medium) SupID:XXXXXX (rant) Amen! You're preaching to the chior brother. Ben -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington Sent: Tuesday, January 30, 2007 9:21 AM To: [email protected] Subject: OT: (ISSXXXXXXXX, 3-Medium) SupID:XXXXXX (rant) I love these ticket updates from support. The ticket is still in "New" status (having been submitted 01/18/07) and there are no updates (other than my original submission) except the following message: BMC Customer Support <[EMAIL PROTECTED]> wrote on 01/30/2007 07:44:05 AM: > Dear Tony, > > Has your problem (ISSXXXXXXXX) been resolved? Please notify us so we > can close your issue or continue helping you. > > Regards, > <snip> > BMC Customer Support "Continue" helping me? How about "start" helping me. Oh, well, nevermind; not worth the trouble. JUST close it. Not like I needed help or anything. *grr* _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
