That´s right. When you are creating an incident record through HPD:IncidentInterface_Create form, two processes will be triggered: - (1) One process for creating a record in HPD_IncidentInterface_Create form where all data entered is validated (i.e Operational and Product Catalogs, Summary does not exceed 100 characters, Client and Contact are valid records against People form, and so on). When that process becomes to finish it will be reserved an Incident Number in HPD_IncidentInterface_Create form and one record in that form will be created. - (2) Once Incident record is generated in HPD_IncidentInterface_Create form there's a second process who will create a record in HPD:HelpDesk form using data stored in HPD_IncidentInterface_Create (1). One of first routins triggered because of this process is reserving an Incident Number ID using HPD:CFG Ticket Num Generator form. Then all standard routines (Filters - CREATE event) for creating records in HPD:HelpDesk will be triggered. If Incident record in HPD:HelpDesk is created successfully, then the record in HPD:IncidentInterface_Create will be deleted. As result of executing these processes you will see just one record in HPD:Help Desk form.
The big issue with these process is related with process (1) executed successfully but process (2) failed because of some error. In that case you will see one record in Interface form but no record in Help Desk form. In many cases Help Desk create process may fail after reserving Incident Number through HPD:CFG: Ticket Num Generator. That´s the reason I was asking Michael about external interfaces for creating incidents. HTH, Alejandro -----Mensaje original----- De: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] En nombre de uday kiran Enviado el: Martes, 26 de Julio de 2011 4:27 Para: arslist@ARSLIST.ORG Asunto: Re: Jumps in Incident ID numbers Yes that is correct when we dont call the webservice it will not reserver a number thanks uday On Fri, Jul 22, 2011 at 9:47 PM, Michael <mhi...@email.arizona.edu> wrote: > Hi Alejandro, > > Yes we do use the HPD:IncidentInterface_Create WebService for a few > web forms used through a PHP class we designed. Though I have not > heard of any failures on the web form submissions, and our users are > usually quite vocal when something does not work. > > Question.... I know when the web service is being consumed it will > reserve a number, but it won't reserve a number if the web service is > not called, is that correct? > > Michael > > On Thu, Jul 21, 2011 at 1:58 PM, Alejandro Canon <aca...@extensionsa.com> > wrote: >> Michael: >> >> Do you have published HPD:IncidentInterface_Create WebService or some >> external creation of incidents through HPD:IncidentInterface_Create form? >> Because of that interface form it will trigger Incident ID Reservation in >> HPD:Help Desk form. Even if Incident ticket is not created due to some >> error, Incident ID is reserved and NextID will be incremented according what >> Christopher said. >> >> Regards, >> >> Alejandro >> -----Mensaje original----- >> De: Action Request System discussion list(ARSList) >> [mailto:arslist@ARSLIST.ORG] En nombre de Michael >> Enviado el: Jueves, 21 de Julio de 2011 16:05 >> Para: arslist@ARSLIST.ORG >> Asunto: Re: Jumps in Incident ID numbers >> >> Nice idea! >> >> I love 'what if', I always learn so much in trying. >> >> I will play with that and see if I can get anything from it. >> >> thanks, >> Michael >> >> On Thu, Jul 21, 2011 at 12:53 PM, Martinez, Marcelo A >> <marc...@cpchem.com> wrote: >>> Just an idea here.. What IF... >>> >>> You create a custom form with some fields you'd like to capture. Then >>> create workflow to fire when [TR.IncidentID*+ =! $NULL$ ] and have it >>> populate those fields on your custom form. You could capture user / >>> timestamp / etc fields.. >>> >>> I have not tried this - don't know if it would work >>> >>> >>> -----Original Message----- >>> From: Action Request System discussion list(ARSList) >>> [mailto:arslist@ARSLIST.ORG] On Behalf Of Michael >>> Sent: Thursday, July 21, 2011 2:44 PM >>> To: arslist@ARSLIST.ORG >>> Subject: Re: Jumps in Incident ID numbers >>> >>> Thanks, I will look into that. >>> >>> Not sure if they(management) want to make that customization, but it >>> never hurts to explore all options. >>> >>> thanks again, >>> Michael >>> >>> On Thu, Jul 21, 2011 at 12:34 PM, pritch <pri...@ptd.net> wrote: >>>> There's a couple active links you can disable that should stop that (I had >>>> a similar issue with change). They have the active links duplicated as >>>> filters on submit so it generates it there. I did have to put in a >>>> warning message to give the user their ticket number. >>>> >>>> ----- Original Message ----- >>>> From: "strauss" <stra...@unt.edu> >>>> To: arslist@ARSLIST.ORG >>>> Sent: Thursday, July 21, 2011 3:26:09 PM >>>> Subject: Re: Jumps in Incident ID numbers >>>> >>>> Anything that tries to open a new ticket generates a new Incident ID, then >>>> if the transaction is abandoned that ID is considered "consumed" and the >>>> Next ID is incremented. On ITSM 7.0 this occurred if you selected the >>>> Customer in the ticketing form; in 7.6.04 it occurs when you open a new >>>> Incident (or other) form, so the skipping of numbers will just get "worse" >>>> from here on out. >>>> >>>> Christopher Strauss, Ph.D. >>>> Call Tracking Administration Manager >>>> University of North Texas Computing & IT Center >>>> http://itsm.unt.edu/ >>>> >>>> -----Original Message----- >>>> From: Action Request System discussion list(ARSList) >>>> [mailto:arslist@ARSLIST.ORG] On Behalf Of Michael >>>> Sent: Thursday, July 21, 2011 2:22 PM >>>> To: arslist@ARSLIST.ORG >>>> Subject: Jumps in Incident ID numbers >>>> >>>> Hi all, >>>> >>>> ITSM & server 7.6.03 >>>> Linux 2.6.18-238.9.1.el5 >>>> Oracle 11g >>>> >>>> I am opening a ticket with Remedy support on this, but was wondering >>>> if anyone had seen this before. We are getting constant jumps in >>>> Incident ID numbers. For example: >>>> >>>> (Last 3 tickets created less than 5 minutes apart) >>>> >>>> INC000000029396 >>>> INC000000029399 >>>> INC000000029401 >>>> >>>> This is constant, and sometimes the jumps between numbers is random, >>>> sometimes its 1, then 3, then 2, then 10, then 27, it bounces all over >>>> the place. >>>> >>>> Next Request ID Block size is set to 1 on the Configuration tab of the >>>> "Server Information" form. >>>> >>>> There is no Next Request ID Block size on: >>>> >>>> HPD:Help Desk >>>> HPD:CFG Ticket Num Generator >>>> >>>> Also, except for very minor customizations like a field name, or >>>> adding a field to the IM console, this is OOTB. >>>> >>>> Anyone seen this, or have any ideas? >>>> >>>> thanks! >>>> -- >>>> Michael Hirst >>>> University of Arizona, >>>> UITS >>>> 520-621-0867 >>>> >>>> _______________________________________________________________________________ >>>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >>>> 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" >>>> >>>> _______________________________________________________________________________ >>>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >>>> attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are" >>>> >>>> >>> >>> >>> >>> -- >>> Michael Hirst >>> University of Arizona, >>> UITS >>> 520-621-0867 >>> >>> _______________________________________________________________________________ >>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >>> 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" >>> >>> >> >> >> >> -- >> Michael Hirst >> University of Arizona, >> UITS >> 520-621-0867 >> >> _______________________________________________________________________________ >> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >> 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" >> >> > > > > -- > Michael Hirst > University of Arizona, > UITS > 520-621-0867 > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > 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" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
