There is a setting in Incident Management configuration to turn this on; by default it is off and the Create Request radio button on the Incident form remains hidden. Same thing for Change, etc., as I recall.
Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Chowdhury, Tauf Sent: Tuesday, July 19, 2011 2:06 PM To: [email protected] Subject: Re: Incidents do not always create a corresponding request ** Memory is fuzzy but I think that on the interface form, there is a field under the SRM section called, 'Create Request' with the values Yes and No. From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Boyd, Rebecca Sent: Tuesday, July 19, 2011 1:53 PM To: [email protected] Subject: Incidents do not always create a corresponding request ** SRM 7.6 ITSM 7.5 We recently installed SRM 7.6 on ITSM 7.5. All of the requests are creating incidents. However, not all of the incidents are creating requests. The incidents which do not create requests are submitted via email. The emails still generate incidents, but not corresponding requests. My latest theory is that something gets hung up at HPD:IncidentInterfaceCreate. I assumed HPD:Help Desk should create the request, but maybe it's HPD:IncidentInterfaceCreate which should create the Request? I say this because I have some records stuck in IncidentInterfaceCreate. I thought once this form processed a record Remedy deleted it. Under SRMS Integration Fields, everything is blank except for the SRMS Registry Instance ID. It appears to be the correct value & I'm not passing it, so Remedy must be doing something here. I can even create an incident by submitting directly to IncidentInterfaceCreate, but it still never creates a corresponding Request. I think if I can figure out what IncidentInterfaceCreate needs, I'll solve the email issue. So I think. -- Rebecca Boyd Application Administrator Wake Forest University _attend WWRUG11 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers Are"_ ________________________________ This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
