I've got "Create Request on Submit" checked in the Incident Management rules. HPD:Help Desk creates related requests.
The Create Request button is hidden but no matter what it's set to on the form, workflow seems to dictate the setting. It's something with HPD:IncidentInterfaceCreate. On Tue, Jul 19, 2011 at 3:22 PM, strauss <stra...@unt.edu> wrote: > ** > > 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: > arslist@ARSLIST.ORG] *On Behalf Of *Chowdhury, Tauf > *Sent:* Tuesday, July 19, 2011 2:06 PM > *To:* arslist@ARSLIST.ORG > *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: > arslist@ARSLIST.ORG] *On Behalf Of *Boyd, Rebecca > *Sent:* Tuesday, July 19, 2011 1:53 PM > *To:* arslist@ARSLIST.ORG > *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 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"_ **** > _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ -- Rebecca Boyd Application Administrator Wake Forest University _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
