We have both Incident 7.0.03 and SRM 2.2. When a Service Request creates an Incident the SR InstanceID field is pushed to the Incident SRInstanceID field. However, when the helpdesk creates an Incident the subsequent SR InstanceID is not pushed back to the INC, although other information is, such as the AppRequestID (i.e.: REQ000000009371). So I know information comes back to the INC.
Based on this occasionally common InstanceID data I can push the resolution from the INC to the SR. I want to push the resolution from the INC to the related SR. I know I can do this when the Incident is Resolve based on the SR Request Number. I want to understand how the Remedy OOB code sends data from the SR back to the originating Incident during the creation process. This is now ‘understanding challenge’ for me. I logged the workflow for ACTL and Filter when submitting an INC and the subsequent SR creation. I see where the filter SRM:REQ:OnSubmit_IncidentRequestType_FromIM`! pushes the AppReqestID and the SRInstanceID to the SRM:AppInstanceBridge from. The AppRequestID (i.e.: REQ0000….) is later pushed to the originating Incident. However, the SRInstanceID data does not subsequently get pushed to the originating Incident. In a series of filters called in a looping routine, various information is pushed to the CAI:EventParams form. One piece of info that is included in this looping to the CAI:EventParams form is the AppReqestID (REQ000..) number. Is the CAI:EventParams form the key to getting the Service Request InstanceID to the INC SRInstanceID? After that, I can’t see how the data is moving from the CAI:EventParams form to the INC form. Do the entries on this form get evaluated and then pushed to a designated form based on a field value on the form? If so, I can examine the various filters that are called in this particular process and create a new one based on those examples. I know this is rather vague and more of a learning request than a broke-fix request. If it is inappropriate to ask here just say so. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
