It turns out this was fixed in ITSM Patch 009. There is a defect for it and the fix # is SW00281799 William Rentfrow Principal Consultant, StrataCom Inc. [email protected] Corporate Website, www.stratacominc.com <http://www.stratacominc.com/> Blog, www.williamrentfrow.com <http://www.williamrentfrow.com/> 715-410-8156 C
________________________________ From: William Rentfrow Sent: Thursday, August 06, 2009 1:29 PM To: [email protected] Subject: SLM Status is NULL We are using IM 7.03 with SLM 7.1 (ARS 7.1, Solaris + Oracle 10g). All Incidents have two service targets that apply to them. The service targets appear to be functioning correctly. For example, if I create an Incident and Resolve it within the guidelines the ST's are marked with "Met Goal". However - under some circumstances a number of Incidents themselves are not getting the 'SLM Status' field updated. It appears to always be Incidents that are created in a status of "Resolved". The 'SLM Status' field is set by an escalation with a series of cascading filters. Server logging indicates this is always setting the value to a valid choice and never NULL. That leads me to believe one of three things are going on. 1.) Client side errors - that field is supposed to be locked down - but perhaps there's client side code that changes it (unlikely in my mind) 2.) Bad qualification in the escalation - the escalation that marks these issues is not bothering to evaluate some Incidents and mark the 'SLM Status' field because it is already resolved (more likely in my mind); 3.) Some other bug (ie, "Set fields to NULL" in some unrelated code) Unfortunately I haven't found the problem yet. Has anyone else run into this? William Rentfrow Principal Consultant, StrataCom Inc. [email protected] Corporate Website, www.stratacominc.com <http://www.stratacominc.com/> Blog, www.williamrentfrow.com <http://www.williamrentfrow.com/> 715-410-8156 C _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:[email protected] ARSlist: "Where the Answers Are"
