You are going to have to set the other fields that are being set by Remedy as per Peter's email because when you select the 3 group levels it is setting other fields. Turn on Active Links just before you are about to manually set the 3 levels of group and you will see - it also sets another field when you select the person.
On 12/17/07, Mary Dollus <[EMAIL PROTECTED]> wrote: > > ** > > There is another form ( a staging form of sorts that is being set from > another ticketing system). > > > > On a trigger from that form, data is pushed into the Incident Interface > form, the: > > Assigned Group ID > > Assigned Support Organization > > Categorization Tiers 1, 2, 3 > > Description > > First Name > > Last Name > > Person ID > > Reported Source > > Service Type > > Status > > Urgency > > Z1D_Action (CREATE) > > Impact > > Assigned Support Company > > Assigned Group > > And a couple of misc fields we need from the external TT app… > > > > Then on submit, it uses the OTB workflow to push a new record to the HPD > form; although I added new fields to account for the misc fields we need to > populate. > > > > Thanks…. > > > > > ------------------------------ > > *From:* Action Request System discussion list(ARSList) [mailto: > [EMAIL PROTECTED] *On Behalf Of *T. Dee > *Sent:* Monday, December 17, 2007 8:12 AM > *To:* [email protected] > *Subject:* Re: Issues with using Incident Interface Create form to push > record to HPD? > > > > ** > > How are you "creating" the tickets via HPD:Incident Interface Create? > > Ty > > > > > > > On 12/17/07, *Mary Dollus* <[EMAIL PROTECTED]> wrote: > > ** > > Hi Ty, > > > > That was probably a bad way to phrase it… sorry. > > > > When you open the IM form (HPD: Help Desk form) in search mode, then go to > the Assignment tab and use the menus attached to the Incident Assignee, > choose Support Company, Support Org, Assigned group; then click on Search. > > > > The records that were pushed to HPD from the Incident Interface create > form are not returned in the search. > > > > However, you can free form type in what you want to search on, and it's > returned. So, I even checked what's getting set when the fields are chosen > by the menu, but again, I can't see any difference in what's being stored in > the record. L > > > > Thanks!!! > > > ------------------------------ > > *From:* Action Request System discussion list(ARSList) [mailto: > [EMAIL PROTECTED] *On Behalf Of *T. Dee > *Sent:* Monday, December 17, 2007 7:43 AM > *To:* [email protected] > *Subject:* Re: Issues with using Incident Interface Create form to push > record to HPD? > > > > ** Mary - what do you mean they are not searchable - can you be more > specific - what are you doing to search? > > On 12/17/07, *Mary Dollus* < [EMAIL PROTECTED]> wrote: > > Morning, > > I'm using the HPD:Incident Interface Create form to push records into the > HPD:Help Desk form; however we've found an issue and I'm wondering if > anyone > else has seen this happen. > > The record populates ok in the Help Desk form and it all seems ok. The > ticket can be worked and moved from status to status with no issues. > > However, if you attempt to search for records by using the menus on the > Assignment tab, the records that were pushed do not show up in the search. > If you reassign the ticket, they'll show up. > > So,,, I compared two records, one that was pushed and one that was not to > see if there were any differences.... there were some but they were > minimal > and nothing that would seem to create the issue. > > So, I took one of the pushed records and assigned it to me. Then I > compared > that record in both of it's states, pushed from the Interface form and > then > reassigned to me in the HPD form. Still minor differences... > > I merged the two docs to find the differences and the only things > different > Are below. Where you see only one value, that means one was blank and the > > other had a value, (like the first one has Yes and nothing else,, that > means > one doc had Yes, the other was NULL) > > Assigned Group Uses OLA(1000000572) : Yes > Assignee Login ID(4) : mtdollu1testusermtd > Assignee+ : Mary DollusTest User > Last Date Duration Calculated(1000000631) : 12/17/2007 6:43:1816:40 AM > Last Modified Date : 12/17/2007 6:43:1916:53 AM > Shifts Flag(1000000296) : No > SLMEventLookupTblKeyword : SLM:EventSchedule > SLMLookupTblKeyword : SLM:Measurement > Total Transfers: : 10 > Transfers between Individuals: : 10 > z1D_Previous Assignee Login ID(301323300) : testusermtd > > I have no clue why they aren't searchable.... > > Any and all ideas are so welcome...:) > > ARS 7.0.01 > Apps are on 7.0.02 no patches > > Thanks!!! > > > Mary Dollus > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > > > __20060125_______________________This posting was submitted with HTML in > it___ > > __20060125_______________________This posting was submitted with HTML in > it___ > > > __20060125_______________________This posting was submitted with HTML in > it___ > __20060125_______________________This posting was submitted with HTML in > it___ > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
