It looks like your notification is being sent before the Entry ID is
generated by the CAI.
This looks like an OTB notification? I haven't worked with that
version/patch of ITSM, but it would be worth checking out if there is a
known issue and if not, it may be a possible bug. I remember exactly the
same bug in ITSM 7.1 pre-patch 4, which was identified as a software bug and
corrected using a workflow patch..
Joe
-----Original Message-----
From: William Chen
Sent: Monday, January 17, 2011 4:10 PM Newsgroups:
public.remedy.arsystem.general
To: [email protected]
Subject: Entry ID Truncated In Notification Email
ARS 7.5 patch 003
ITSM 7.6 patch 001
Hello listers,
When we add the Entry ID field (from NTE:SYS-NT Process Control form) to the
body of the email notification in the SYS: Notification Messages form and
applicable filters, the full length of the Entry ID does not get captured in
the email notification and is cut off after INC. Any other fields we add
works fine. Any ideas what the problem could be? Thank you in advance for
any help.
Test notification:
Customer: JOHN SMITH
Customer Contact Number: 123-456-7890 Ext. 2011
ProductCategorizationTier1: Application
ProductCategorizationTier2: Remedy
ProductCategorizationTier3: Issues
Entry ID: INC
Contact First Name: BOB
Contact Last Name: SMITH
This is what we get.
http://support.yourcompany.com/arsys/forms/arsproduction/HPD:Help+Desk/Default+Admin+View/?eid=INC
This is what the link should look like.
http://support.yourcompany.com/arsys/forms/arsproduction/HPD:Help+Desk/Default+Admin+View/?eid=INC000000008155
Regards,
Bill
_____________________________________________________________________________________
Bill Chen | APC by Schneider Electric | Information, Process &
Organization (IPO) | BMC Remedy Operations
Phone: +401-789-5735 ext. 2376 | Mobile: +401-486-2328
Email: [email protected] | Site: www.apc.com | Address: 132
Fairgrounds Road, West Kingston, RI 02892
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