Mary, I verified the same issue exists in ITSM 7.0.02, patch 5. I contacted BMC and it looks like this is a known defect (SW00283078). I'll import the hotfix in our development environment and let you know if it fixes the issue. Message from BMC was "The issue is some obsolete fields (left over from ITSP app) are getting set with workflow on menu select."
Later, Robin Anderson, OCP Remedy Systems Administrator Jefferson County Public Schools Phone: 303-982-2387 Email: [EMAIL PROTECTED] ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A. Sent: Monday, December 17, 2007 6:55 AM To: [email protected] Subject: Re: Issues with using Incident Interface Create form to push record to HPD? What about the Assignee Groups field (field 112)? This may not be getting set properly. I am checking to see what exactly is set by selecting the group drop down menus. Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Monday, December 17, 2007 8:51 AM To: [email protected] Subject: Re: Issues with using Incident Interface Create form to push record to HPD? ** 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. :-( 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___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
