Had this exact problem with any incident generated via the HPD_IncidentInterfaceCreate form
Here is what I found Have a client company for which the incident rule setting 'Create Request on submit' is set to "Yes". When incidents are submitted for this client via the Help Desk Incident Interface Create form the corresponding request is NOT generated. Checking the filter submit logic shows the following sequence of events....when the IIC filters fire: the filter named "INT:SRMHPD:INC:UpdateRequest_99_SetSRAppRegistryGUID" executes. It runs because the 'SRMS Registry Instance Id' is null and it sets the 'SRMS Registry Instance ID' field of the new HPD_Incident Interface Create entry to "SR0011439CCAD4ec8UQwCkOLAQlQAA" which is the instance Id of the 'Local SRMS Record' in the CAI:AppRegistry form -- this is okay as far as I can tell (at least so far). All appears normal until the execution of filter HPD:HII:CreateIncident_100`!". This filter performs a push fields action to the HPD:Help Desk form with the new HPD_IIC record contents. The filter "INT:SRMHPD:INC:UpdateRequest_99_SetSRAppRegistryGUID" fires again (since we are now running filter actions for the HPD:Help Desk create action) BUT this time since the 'SRMS Registry Instance ID' field is NOT null so the 'else' action of this filter is executed. This else action simply sets the 'Flag_Create_Request' field to '1' (or "No"). This means that the later filter that actually set up the logic for creating the srm request corresponding to this new hpd:help desk entry will not fire which means that there will be no srm record created. I could change the filter in question (INT:SRMHPD:INC:UpdateRequest_99_SetSRAppRegistryGUID) to not be attached to the HPD_IIC form but would like some confirmation that this will fix the problem I could not find anything related to this in the KB.... And here was BMC's reply Hello Kevin, Re: Incidents submitted via HPD_IIC do not generate requests when the 'Create Request' incident rule is turned on. What you're seeing is Defect SW00377421, and is addressed in the upcoming 7.6.04 release of the product. The solution is what you mentioned, just remove the association to the _Create form from the Filter. Hope this helps, and please let me know if you need more details on it. The problem is supposed to be fixed in 7.6.04 but I have not installed that yet so I can't confirm. Kevin Barker [Description: Long View Systems] Remedy Guy .................................................................. Direct: 403.515.6940 | Mobile: 403.991.4400 | Main: 403.515.6900 [Description: Linkedin] <http://www.linkedin.com/company/17908> [Description: Twitter] <http://twitter.com/LongViewSystems> [Description: Facebook] <http://www.facebook.com/longviewsystems> www.longviewsystems.com<http://www.longviewsystems.com/> This message and any attached documents are only for the use of the intended recipient(s), are confidential and may contain privileged information. Any unauthorized review, use, retransmission, or other disclosure is strictly prohibited. If you have received this message in error, notify the sender immediately, and delete the original message. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
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