z1D_Action = "CREATE" Flag_Create_Request = "Yes" Created_From_flag = "Incident" From: "Boyd, Rebecca" <[email protected]> To: [email protected] Sent: Tuesday, July 19, 2011 11:52 AM 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"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
