It's interesting that even if I do the 'Reset Error' and it changes to OK. It changes back to error after processing the event, whether ignore or retry. I did notice that processing saves the item immediately. I wonder if there is an app command missing.
Lisa - what ITSM version are you on? JR _____ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lisa Westerfield Sent: Thursday, July 03, 2008 11:30 AM To: [email protected] Subject: Re: Service Request App Event Status It is the [Reset Error] that changes the value to "OK", and this is working fine in our environment. Oddly enough, it will actually set it to "OK" whether you fixed the problem or not but I guess that's a different conversation. LisaD From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Thursday, July 03, 2008 1:21 PM To: [email protected] Subject: Re: Service Request App Event Status ** JR, We have the same issue on our server as well (ITSM 7 patch 003). Even though everything is processed the app event status remains "error." The only difference is that the request id field changed from "in progress" to an incident number. Matt 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 Janie Sent: Thursday, July 03, 2008 12:22 PM To: [email protected] Subject: Service Request App Event Status ** Hi, I was hoping someone may have some insight into the Service Request module. When a service request has an error on it, you can go into the Requester module and View Requests with Errors. With a Request that has errors, you can click on the Change/Incident Data tab and click 'Reset Error' or 'View Events'. When I click on View Events and 'Retry' the process, the error is resolved and the CAI Event is removed. What I am wondering is why the App Event Status on the Service Request remains on 'Error'. This occurs whether or not I choose Reset Error before View Events / Retry. It seems to me that the App Event Status should return to a status of 'OK' after the Error is removed. I'm wondering if the App Event Status remaining at Error is normal or if there is a disconnect in the system somewhere. ITSM 703 P7 Thanks, JR __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ <http://www.bmc.com/userworld/> TuringSMI is a Platinum Sponsor of both BMC UserWorld Events Email Disclaimer This email has been sent from the TuringSMI Group This message is subject to and does not create or vary any contractual relationship between TuringSMI, SMI Technologies, SMI Telco, its subsidiaries or affiliates and you. Internet communications are not secure and therefore the TuringSMI Group does not accept any legal responsibility for the contents of this message. Any views or opinions expressed are those of the author. This message is intended for the addressee(s) only and its contents and any attached files are strictly confidential. If you have received it in error, please contact the sender on the number above. __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"
