I actually was digging around the archives this morning and found a post by Mary Dollus (Apr, 2008) citing the same defect case. I checked the defects database online and it doesn't have any solution or details attached to it. I ended up putting in a call to BMC and the tech told me that patch 8 (due out later this month) would fix it. I told him that we most likely won't patch and he said he will check with the development team for a hotfix. We'll see what happens with that...if I don't hear back from them soon I'll will most likely start filter logging and trying to mend that workflow.
Matthew C. Gayford Technology Research & Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Danaceau, Chris Sent: Thursday, June 12, 2008 2:11 PM To: arslist@ARSLIST.ORG Subject: Re: Pushing Attachments ** We're using the Incident Interface forms and encountered numerous bugs around data getting pushed to the correct destination. One of the documented defects was around attachments. The BMC defect ID was SW00263546 if you want to look it up on BMC support.. We actually wound up fixing it in house. I wasn't the developer so I can't give specific details on that resolution. -- Chris Danaceau 703-833-2459 This e-mail and its attachments are confidential and solely for the intended addressee(s). Do not share or use them without Fannie Mae's approval. If received in error, contact the sender and delete them. ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Wednesday, June 11, 2008 1:47 PM To: arslist@ARSLIST.ORG Subject: Re: Pushing Attachments ** Ah - thanks for the info on those fields. The IncidentInterface_Create does push to HPD:WorkLog. If you look at the filter HPD:HII:CreateIncident_210_CreateWorkInfo you can see it happening. Now that I'm looking at my logs a bit closer, I don't see anything pushing the z2AF_Act_Attachment_1 field off of HPD:IncidentInterface_Create... Matthew C. Gayford Technology Research & Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A. Sent: Wednesday, June 11, 2008 1:39 PM To: arslist@ARSLIST.ORG Subject: Re: Pushing Attachments ** I think those Attachment fields are Display Only. I dont think its possible to use those fields to store the attachments from the IncidentInterface_Create. Those fields are used so when you fill out a Incident ticket it will push those attachment you put in those fields to HPD:Worklog. Let me see if IncidentInterface_Create pushes to HPD:Worklog though. 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 Gayford, Matthew C. Sent: Wednesday, June 11, 2008 1:33 PM To: arslist@ARSLIST.ORG Subject: Re: Pushing Attachments ** There are 3 fields on the HPD:Help Desk form (z2AF_Act_Attachment_1, z2AF_Act_Attachment_2, z2AF_Act_Attachment_3) in the attachment pool labeled z2AP_Attachment. I was hoping that the HPD:IncidentInterface_Create form would push them to that location. I suppose the alternative is to write separate workflow that pushes the attachment to the work info form, but I was hoping to avoid that. Thanks, Matthew C. Gayford Technology Research & Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A. Sent: Wednesday, June 11, 2008 1:27 PM To: arslist@ARSLIST.ORG Subject: Re: Pushing Attachments ** Attachments for Incident 7.X seem to be handled in the Work Info form (or in this case HPD:Worklog). There actually arent any attachment fields on HPD:Help Desk so the workflow from HPD:IncidentInterface_Create would have to be pushing to that form with the attachment and the summary that you are using for the Incident so that the Work Info record can be created. We actually are not using this IncidentInterface_Create form for our Email ticket submits to AR System Email Messages so we havent noticed any issues on our end but the fact that Incident 7.0 stores it separate from the ticket may be the confusing part. 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 Gayford, Matthew C. Sent: Wednesday, June 11, 2008 1:21 PM To: arslist@ARSLIST.ORG Subject: Pushing Attachments ** I've built some custom workflow that pushes incoming e-mail from the AR System E-mail Messages form to a staging form and then to HPD:IncidentInterface_Create. I successfully pushed the attachment field to the staging form and have a filter set up to push it to the IncidentInterface_Create form, however, the attachments are making it into Incident Management. I can see the field z2AF_Act_Attachment_1 does have the correct attachment in it when I look at the IncidentInterface_Create form, but it doesn't seem to want to push it out of there. Is there anything special I need to do to get that field to push out or is there a problem with the IncidentInterface_Create workflow? Thanks, Matt ARS & ITSM, 7.01 p003, Windows Server '03, SQL Server '05 Matthew C. 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