Since I had to customize the search dialog to search on Corporate ID and Login ID since the OOTB code failed to do that (and previous 4.x and 5.5x ITSM apps we used here all did), I added those fields to the search qualification, which makes it MUCH more specific. ( 'Company' LIKE ( $z1D Char01$ + "%" )) AND ( 'Last Name' LIKE ( $z1D Char02$ + "%" )) AND ( 'First Name' LIKE ( $z1D Char03$ + "%" )) AND ( 'Phone Number Business' LIKE (( "%" + $z1D Char04$) + "%" )) AND ( 'Remedy Login ID' LIKE $z1D Char22$) AND ( 'Corporate ID' LIKE $z1D Char23$) Guess I could have cleaned it up some more, but I have not seen it select the wrong customer with these qualifications.
Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ _____ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman Sent: Wednesday, February 20, 2008 3:28 PM To: [email protected] Subject: Re: IM 7.x Bug - Need someone to check patch 6 or 7 ** Looks like it is still that way in IM 7.0.3 Patch 007. The Set Field If on the 2nd set fields action in the active link is: ( 'Company' LIKE ( $z1D Char01$ + "%" )) AND ( 'Last Name' LIKE ( $z1D Char02$ + "%" )) AND ( 'First Name' LIKE ( $z1D Char03$ + "%" )) AND ( 'Phone Number Business' LIKE (( "%" + $z1D Char04$) + "%" )) J.T. Shyman Column Technologies _____ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: Wednesday, February 20, 2008 4:05 PM To: [email protected] Subject: IM 7.x Bug - Need someone to check patch 6 or 7 In IM 7.02 patch 2 we have the following problem - I need someone to verify if it exists in Patch 6 or 7 of IM 7.0x since I don't have a server free to install on right now. Read below for more details. If you have two (or more) customer (CTM:People) records with the exact same name AND the same phone # (e.g., unknown "###") but different email addresses (i.e., actually different people) and you do a search from the Incident screen you are given the results in the People Search form. If you select the first one you're fine. If you select the second or later one the system selects the first one anyway. This is because the workflow HPD:INC:PCS_100_Search does something really, really stupid. It selects the customer record for the incident based off of "Like" query using: -Company -First name -Last name -Phone number Why this doesn't just use the People ID is beyond me - this is really sloppy. It's also a very inefficient query. That said - can someone with a patch 6 or 7 install check that active link and see if the second "Set Fields" action is still a LIKE query? William Rentfrow, Principal Consultant [EMAIL PROTECTED] C 701-306-6157 O 952-432-0227 __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
