Kelly was of course quite correct that this is a problem with a filter that is
set to only trigger on the best practices view.
Here is the fix from BMC:
Filter "HPD:INC:Service_130_GetHPDAppSetting" does not run on Classic View so
it cannot get the "z1G_Contact_Name_Format".
The fix is to remove the
('z1D Char30' = "Best Practice View") AND
part of the Run If Qualification.
From:
('z1D Char30' = "Best Practice View") AND (('z1G_Contact_Name_Format' = $NULL$)
OR ('z1G_Customer_Search_Type_Msg' = $NULL$) OR ('z1G_Customer_Searchby' =
$NULL$) OR ('z1G_Display_CustomerInfo_Dlg' = $NULL$))
To:
('z1G_Contact_Name_Format' = $NULL$) OR ('z1G_Customer_Search_Type_Msg' =
$NULL$) OR ('z1G_Customer_Searchby' = $NULL$) OR
('z1G_Display_CustomerInfo_Dlg' = $NULL$)
Thanks,
Sharon
From: Action Request System discussion list(ARSList)
[mailto:[email protected]] On Behalf Of Michael Ziniti
Sent: Wednesday, November 24, 2010 3:41 PM
To: [email protected]
Subject: Re: Customer Name 'stuck' on Incident Management Console
**
I believe this is an issue with the user tool. Try downloading and installing
the latest patch for the user tool and see if the issue still occurs.
From: Action Request System discussion list(ARSList)
[mailto:[email protected]] On Behalf Of Kelly Deaver
Sent: Wednesday, November 24, 2010 4:29 AM
To: [email protected]
Subject: Re: Customer Name 'stuck' on Incident Management Console
**
This is a known issue. BMC has a patch for it.
Kelly Deaver
L-3 Stratis / FAA Contractor
[email protected]<mailto:[email protected]> (ARSlist mail)
[email protected]<mailto:[email protected]> (Business mail)
-------- Original Message --------
Subject: Customer Name 'stuck' on Incident Management Console
From: Sharon Menachem <[email protected]<mailto:[email protected]>>
Date: Wed, November 24, 2010 5:00 am
To: [email protected]<mailto:[email protected]>
**
ARS 7.6 ITSM 7.6
I'm wondering whether anyone has seen this behavior on the Incident Management
Console / if it is a known issue even though I couldn't track it down in
previous posts...
When opening the Incident Management console after logging in to remedy, moving
up and down in the table of incidents refreshes the Customer Name information
shown below the table.
If I am viewing 1 ticket in the console and then double click on another
ticket, the ticket opens up just fine. However, when I go back to the incident
console, although the selection has change to the ticket I just opened, and all
fields on the console have updated with the correct information, the Customer
Name still shows the name from the previous ticket viewed.
From that point on there is no way to get Customer Name to change, even
refreshing the table does not reset the field.
This will not happen the first or second time I double click a ticket other
than the one I am currently viewing - it works fine. Only after the 3rd or 4th
time.
Thanks for your input,
Sharon
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