On the Incident Rules form have you get Create Service Request checked yes?
-----Original Message----- From: Christine <[email protected]> To: arslist <[email protected]> Sent: Fri, Aug 27, 2010 11:42 am Subject: Data transfer between Incident and Service Request. We have both Incident 7.0.03 and SRM 2.2. When a Service Request reates an Incident the SR InstanceID field is pushed to the Incident RInstanceID field. However, when the helpdesk creates an Incident the ubsequent SR InstanceID is not pushed back to the INC, although other nformation is, such as the AppRequestID (i.e.: REQ000000009371). So know information comes back to the INC. Based on this occasionally common InstanceID data I can push the esolution from the INC to the SR. I want to push the resolution from he INC to the related SR. I know I can do this when the Incident is esolve based on the SR Request Number. I want to understand how the emedy OOB code sends data from the SR back to the originating ncident during the creation process. This is now ‘understanding hallenge’ for me. I logged the workflow for ACTL and Filter when submitting an INC and he subsequent SR creation. I see where the filter RM:REQ:OnSubmit_IncidentRequestType_FromIM`! pushes the AppReqestID nd the SRInstanceID to the SRM:AppInstanceBridge from. The ppRequestID (i.e.: REQ0000….) is later pushed to the originating ncident. However, the SRInstanceID data does not subsequently get ushed to the originating Incident. In a series of filters called in a looping routine, various nformation is pushed to the CAI:EventParams form. One piece of info hat is included in this looping to the CAI:EventParams form is the ppReqestID (REQ000..) number. Is the CAI:EventParams form the key to etting the Service Request InstanceID to the INC SRInstanceID? After that, I can’t see how the data is moving from the AI:EventParams form to the INC form. Do the entries on this form get valuated and then pushed to a designated form based on a field value n the form? If so, I can examine the various filters that are called n this particular process and create a new one based on those xamples. I know this is rather vague and more of a learning request than a roke-fix request. If it is inappropriate to ask here just say so. _______________________________________________________________________________ NSUBSCRIBE or access ARSlist Archives at www.arslist.org ttend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
