Copy to new should only be used when the user is in the search mode and starts entering a New ticket. There are to many fields both visible and hidden when you use copy to new from an existing ticket that can and will cause problems.
-----Original Message----- From: Bob Rowe <[EMAIL PROTECTED]> To: [email protected] Sent: Tue, 17 Jul 2007 11:50 am Subject: Help Desk tickets and Copy to New -- Problem ** AR Server 6.3 ITSM 6 Oracle ? My understanding of the process of relating CI's to HD tickets is that the InstanceID does the work. The HD ticket finds a related asset's InstanceID in the SHR:Association form while an asset with a related HD ticket keeps the HD ticket's instance ID in the related items table's hidden InstanceID column. ? When a HD user does a Copy To New, the HD ticket's InstanceID is duplicated. BMC:BMC_AssetBase has a unique index on InstanceID, but HD does not (index, yes; unique, no). ? The problem is, the asset related to a HD ticket does not pick up on the second, copied-to-new HD ticket, not even if the HD user relates the asset again. The system seems to find the InstanceID's, but works only with the first one it encounters. ? I checked the archives and found only one somewhat related thread. This concerned creating tasks for a ticket that had not yet been saved; the advice was to crate a GUID and use that, but I'm not sure that would help us. ? We could write workflow to create a new InstanceID for the new HD ticket copy, but could we be certain the new InstanceID is unique? Or does that even matter at this point? ? Thanks. -- Bob Rowe, Remedy Action Request System Development and Administration ???????????????? [EMAIL PROTECTED] "The golden rule is to test everything in the light of reason and experience, no matter from where it comes." Mohandas K. Gandhi __20060125_______________________This posting was submitted with HTML in it___ ________________________________________________________________________ AOL now offers free email to everyone. Find out more about what's free from AOL at AOL.com. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
