This problem I would say started when the SLM was installed. The server team did the installation of SLM about a week after the installation of Service Management, so I am not sure when the assignment engine was installed and if they run into error. I will check with them next week. Before the installation of SLM, I created 2 tickets without any problem.
Thank you. ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Friday, September 07, 2007 4:22 PM To: [email protected] Subject: Re: Request ID "In Process" SLM should not interfere with the assignment process.. Did you get any errors at the time you had installed your assignment engine? That I would think would have more bearing on a non working assignment process than installation of SLM.. Joe -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Oyefeso, Bola Sent: Friday, September 07, 2007 1:53 PM To: [email protected] Subject: Re: Request ID "In Process" ** All check boxes are checked. Status of the assignments are "Enabled". We installed SLM, do you think that could cause this problem? ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Friday, September 07, 2007 12:27 PM To: [email protected] Subject: Re: Request ID "In Process" During the configuration of assignments, there are check boxes for processes you want that assignment for e.g. Incident, Problem etc.. Make sure your assignment record isn't lacking anything. Also make sure your status of that assignment record isn't anything but Active.. Joe -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Ben Cantatore Sent: Friday, September 07, 2007 11:59 AM To: [email protected] Subject: Re: Request ID "In Process" Look at the stuck request sitting in the SRM:Requests form. Take all the values there and punch it in manually into the incident form and then try to submit it. It will probably give you the same error. Otherwise I'd recommend looking at these two filters: HPD:HII:CreateIncident_045_SetAssignee, HPD:HII:CreateIncident_040_SetAsgmntGrpID Ben Cantatore Remedy Administrator Avon (914) 935-2946 "Oyefeso, Bola" <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" <[email protected]> 09/07/2007 11:14 AM Please respond to [email protected] To [email protected] cc Subject Re: Request ID "In Process" ** I specified assignee group. I even have someone in the group. ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Friday, September 07, 2007 10:56 AM To: [email protected] Subject: Re: Request ID "In Process" It's telling you that there is no automatic assignee group for requests submitted through the Requester console, and you must have specified in your setup that assignments were to happen automatically. Specify some default assignee group (like your Tier 1) for those tickets, and I think your error will be resolved. Rick ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Oyefeso, Bola Sent: Friday, September 07, 2007 7:50 AM To: [email protected] Subject: Request ID "In Process" ** Hello everyone, We are trying out version 7.0. I have configured all that needed to be but when I submit a ticket it does not give me an ID; it stays in "In Process". I looked at the event and it says the following: ARCreateEntry - No groups were found using automated routing. You need to manually select a group. It also sends an email with the following information: "Service Request In Process encountered an event error with the back-end application. This error must be handled promptly" Does anyone have any idea? Bola Oyefeso __20060125_______________________This posting was submitted with HTML in it___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
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