Looks like I found the answer on BMC's website: Problem 20005347
Please refer to the updated Service Request Management 2.2.00 Release Notes page 16. These release notes were refreshed on the support web site, so be sure to have the most recent copy. Defect SW00261294 When working on the back-end requests created from a service request, you cannot reopen these requests (for example, an incident or a change) after they have been closed. Users can reopen a service request, but SRM has no process to handle situations when users reopen records from the back-end applications that are tied to the service request. This also means that when the Service Request is reopened, it creates a Work Order and does not reopen the Incident Huh? This is just shoddy work. If you give the user the ability to Reopen something, that ability should include all of the somethings that were previously opened. Having some stupid workaround involving Work Orders is not acceptable. Now I have to spend my time figuring out how to do it the right way. On Friday, April 03, 2009, at 12:04PM, "Savant, don...@dts" <donald.sav...@dts.ca.gov> wrote: >Yes, we ran into this issue and debated it with BMC but it is working 'as >designed'. The only thing we could do with it is route the Work Order to the >Service Desk and have them update the back office entry accordingly. > >-----Original Message----- >From: Action Request System discussion list(ARSList) >[mailto:arsl...@arslist.org] On Behalf Of SCOTT PHILBEN >Sent: Friday, April 03, 2009 8:02 AM >To: arslist@ARSLIST.ORG >Subject: SRM and Reopening Inicdents > >All: > >I have SRM 2.2 patch 002 and I have an existing Request which created an >Incident. When the Support Person Resolves the Incident, a Survey request is >created for the User. When the User fills in the Survey and selects the >"Reopen the Service Request" option shouldn't the system reopen the Service >Request as well as the related Incident? > >Right now it does not appear to. And reading the Admin guide for SRM I see >this: > >If a service request is reopened, SRM does not reopen the original back-office >requests that were part of the request fulfillment process. Instead, SRM >creates a >new work order. > >What? I am not even using Work Orders! I want the Incident to be reopened! >Does this sound right? Has anyone else tried this? > >Please let me know... > > >-scott philben > >_______________________________________________________________________________ >UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" > >_______________________________________________________________________________ >UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" > > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
