Joe, I've sent the log file and a def file. The oddity here is that when you look into log file, a single escl is firing within itself. The escl starts, then starts again in mid operation and it completes the operation twice. I've never seen this before. The most obvious thought would be to delete and recreate, but I would love to have BMC tell me how this happens. C
________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Tuesday, October 02, 2007 2:47 PM To: [email protected] Subject: Re: Escalation creating dup tickets ** Sure send it on this email account directly if you do not intend to send it on the list.. It might take me a while to take a look at it but I'll see if I can spot anything.. I might ask for a combination of a filter and escalation log too later if the escalation log alone is not enough, but for a start lets have a look at the escalation log only and see if I can spot something there.. Joe D'Souza -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Pickering, Christopher Sent: Monday, October 01, 2007 2:56 PM To: [email protected] Subject: Re: Escalation creating dup tickets ** Joe, Is there a better email acct to send a piece of the escalation log. There is something very odd within it. C ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Monday, October 01, 2007 1:49 PM To: [email protected] Subject: Re: Escalation creating dup tickets ** Chris, What are the chances that both your escalations evaluate to True, thus firing actions twice during the runtime of both the escalations resulting in 2 tickets? Joe D'Souza -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Pickering, Christopher Sent: Monday, October 01, 2007 1:41 PM To: [email protected] Subject: Re: Escalation creating dup tickets ** Joe, There are no filters firing on this. Only 2 escalations, one for US and one for Row. Each escalation has 3 actions. 1. A push field taking data from the original form and pushing to Help Desk with a 1=2 qualification. 2. Takes the HD request ID and sets it back to the original form. 3. Sets a single field from No to Yes in the original form acknowledging that the data was acted upon via the escalation. This is the run if on the escalation: ( 'Acknowledged' = "No") AND ( 'Location' != "EU_SuperNode" ) C ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Monday, October 01, 2007 12:50 PM To: [email protected] Subject: Re: Escalation creating dup tickets ** Chris, What is the workflow behind the creation of the ticket? I mean when the Escalation fires, is the Escalation directly creating that ticket? Or is a Filter set to fire on that Escalation create that ticket? What are the exactly actions on your Escalations as well as filters created to fire on that Escalation? It definitely isn't a problem with the Server Groups. Server groups allow for only one Escalation server within the server group. Joe D'Souza -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Pickering, Christopher Sent: Monday, October 01, 2007 12:24 PM To: [email protected] Subject: Escalation creating dup tickets ** Hello all, Has anyone seen where a single escalation fires and creates matching tickets where the only difference is the Request ID? In the logs, it shows the escalation firing, doing a push to ITSM (Help Desk), does a return setfield back into the original form that a second setfield changes the value which triggered the escl firing in the first place, then immediately there after, with no escalation fire a second Help Desk Desk ticket is created with a sequential requestID. This is in a server group, but I have confirmed that the escalations are only firing on one of the 3 servers. ARS 6.3, CSS 5.01, ITSM 6.0, Solaris 5.9, Sybase 12.5.3. C Christopher H. Pickering Remedy System Administrator Premiere Global Services, Inc. 100 Tormee Drive Tinton Falls, NJ 07712 732.389.3900 X2411/800.333.0568 X2411 [EMAIL PROTECTED] www.premiereglobal.com <http://www.premiereglobal.com/> <http://www.ptek.com/demos/banners/PGISigBlock.gif> __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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