What about Ctl-E followed by Ctl-U (set defaults)? Think that would work?
Thanks, Ron Tools Admin -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of David Durling Sent: Thursday, March 15, 2007 11:36 AM To: arslist@ARSLIST.ORG Subject: Re: Diary Field wierdness I see the same issue with WUT 7.0.01 patch 001 against our 6.0.1 patch 1351 server (Solaris 9, Oracle 9iR2). I entered a ticket with Remedy support just now, and referenced Ian's case. The only thing I'll add is that choosing "Edit - Clear All" (Ctl + E) does clear the old diary entry. That might be undesirable, though, since that erases default field values - David Durling Enterprise IT Services University of Georgia > Date: Thu, 8 Mar 2007 10:06:18 +0000 > Reply-To: arslist@ARSLIST.ORG > Sender: "Action Request System discussion list(ARSList)" > <arslist@ARSLIST.ORG> > From: Ian Trimnell <[EMAIL PROTECTED]> > Organization: The Open University > Subject: Re: Diary Field wierdness > In-Reply-To: > <[EMAIL PROTECTED]> > Content-Type: multipart/alternative; > > 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/ -- David Durling 706-542-0223 Enterprise IT Services [EMAIL PROTECTED] University of Georgia ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
