Kevin is THE MAN!!! This appears to do the trick.
I looked at INT:SRMHPD:INC:UpdateRequest_99_SetSRAppRegistryGUID a million times & had mixed results tinkering with it, but never once did I even consider the associated forms. Thanks for coming through. On Wed, Jul 20, 2011 at 9:52 AM, Kevin Barker <[email protected]> wrote: > 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* **** > > [image: Description: Long View Systems]**** > > Remedy Guy **** > > .................................................................. * > **Direct:* 403.515.6940 | *Mobile:* 403.991.4400 | *Main:* 403.515.6900 > > [image: Description: Linkedin] <http://www.linkedin.com/company/17908> > [image: > Description: Twitter] <http://twitter.com/LongViewSystems> [image: > Description: Facebook] <http://www.facebook.com/longviewsystems> > 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. *** > * > > ** ** > -- 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"
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