Can you defined "entered some service desk tickets..." a little more? Did they enter them from the Support Console? From the Requester Console? Typically I'd start this with user-side API/AL/Filter logs - you may have to put them in the admin group (or change the client side logging group) but since this is a test server I'll assume that's not an issue. Once you get that look for all +CE entries in the log file - this is where the create entry starts via the API. Needless to say there are dozens of correct ways to go about troubleshooting this. My gut instinct says your user was using the requester module and you are not configured to have those requests create incidents automatically.
________________________________ From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Richard Copits Sent: Friday, December 19, 2008 9:59 AM To: [email protected] Subject: Log File Question... ** We just got our 7.1 system up and running in test mode. We have a user who says that they entered some service desk tickets but now they don't seem to be there. We'd like to use the log files to see if we can tell what's happening, but there are a ton of log files. Which ones might be of the most help to us to see/track what's happening with the tickets? We're brand-new to this so all help/suggestions are appreciated. Thank you! Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. __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"
