Ron Legters wrote:
**
Listers -
I've got an issue here that I'm not seeing in the KB's or Issues log
on BMC Support, so I thought I'd see if anyone else has seen this.
I've got a case with BMC Support, too.
We're running HelpDesk 6.0 on ARS 7.0.1 on Windows machines. When my
users upgraded their User Tools to 7.0.1 patch 1, When they save a
'New' case, and a new, blank HD Case window opens, the new window has
copied the last entry from the worklog of the previous case. They
can't erase it, either. They can highlight it, and press delete and it
appears to go away, but when they open it again, it's still there. It
doesn't appear to stay in the new case once it's saved, though.
I have one HD analyst who hasn't upgraded from 7.0.0 patch 2, and this
isn't happening to him.
Any ideas?
Thanks,
Ron Legters
Ron,
We have experienced this problem as well. Our site is purely custom
build and still running on a 6.0.1 server. Our users who installed the
7.0.1 WUT (and also those who installed patch 1) have found that, upon
submitting a ticket, the contents of the diary field (equivalent to your
worklog) stays there in the diary field. Deleting it and writing over
appears to not work as if they open up the diary field the old diary
contents are still there. The new contents are, however, saved with the
new ticket. This sound exactly the same as if happening on your site.
I would suggest two courses of action:
1. Submit a ticket to BMC (or your partner) and cross reference it
with ticket ISS03078412.
2. Revert to the 7.0.0 User Tool (any patch level will do) and this
particular problem will cease.
We are currently in the process of upgrading our system to 7.0.1 and I
have now experienced this problem with the development server and the
7.0.1 User tool. Needless to say both BMC and our partner are currently
scratching their heads over this one and are claiming to not to be able
to replicate this.
Hope this all helps,
Ian
------------------------------------------------------------------------
Ian Trimnell, AR System Lead Developer (amongst other jobs),
Specialist Support & Information Team, Academic & Administrative
Computing Service
Open University, MILTON KEYNES, UK
Phone: 01908 653741 web: http://www.open.ac.uk/
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