The shown status field is field id 7. The one that has a hidden value is the status reason. So I don't think that this is the problem.
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On Wed, Jun 6, 2012 at 2:26 PM, arslist <arsl...@danielbloom.ca> wrote: > ** > > Sounds like your integration pushed a value to Status, did you do the > hidden status field (field id 7) as well?**** > > That is, there are two fields for status, both must be changed.**** > > ** ** > > I haven’t used the web services interface form(others get that bit of > fun), but I would guess that it handles this for you.**** > > ** ** > > Daniel**** > > ** ** > > *From:* Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] *On Behalf Of *Jose Huerta > *Sent:* June 6, 2012 8:05 AM > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Remedy SRM > Incident > Tibco - failed to move to > 'Incident Closure'**** > > ** ** > > ** Hi Richard,**** > > ** ** > > I'm not 100% sure, but your problem probably comes because HPD:Help Desk > design is mainly based on active links, that are not fired when the > operation is integrated, so the phase is not update correctly form the > status.**** > > ** ** > > May be your change must be done through the interface form (the one used > for Web services) that AL code programmed as filters (not all).**** > > ** ** > > This is one of the main flaws of BMC developments. I always follow the > three layers approarch: > http://theremedyforit.com/2012/01/three-layers-programming-technique-for-bmc-remedy-ars/ > **** > > Maybe I'm wrong with your issue, but I would start looking in this > direction.**** > > ** ** > > Regards,**** > > ** ** > > Jose Huerta**** > > http://theremedyforit.com/ > > > **** > > On Wed, Jun 6, 2012 at 10:05 AM, Richard Mozes < > richard.mo...@startrack.com.au> wrote:**** > > ** **** > > Our Environment:**** > > Windows & SQL**** > > 2 x App Servers and 1 x web server**** > > Using the out of the box remedy services**** > > Version 7.6.01**** > > **** > > **** > > Hi everyone,**** > > **** > > I have a small issue with a new piece of integration I am trying to put > in. **** > > **** > > We have created a process as follows:**** > > · End user can create a service request through SRM to delete an > order**** > > · Upon submit the system creates an incident **** > > · Tibco watches the incident module and when conditions are met, > executes the delete action**** > > · If the action is successful, then Tibco then updates the > following;**** > > o Incident Status = Resolved**** > > o Status Reason = Automation**** > > o Resolution comment updated**** > > **** > > All works really well so far however I cannot work out for the life of me > why the Best Practice Work Flow (see image below) still shows > ‘Investigation and Diagnosis’ instead of ‘Incident Closure’.**** > > **** > > We have poured through documentation and communities and haven’t found the > answer yet.**** > > **** > > Does anyone have an idea as to why the Incident will not move to Incident > Closure?**** > > **** > > BTW: If I open the incident and press SAVE, it does! But the whole point > of this process is to avoid any IT involvement. **** > > **** > > Thanks**** > > Richard**** > > **** > > [image: Description: Description: Description: > cid:image001.png@01CD43E0.E3019740]**** > > **** > > **** > > **** > > > > "This email is sent by Star Track Express Pty Limited or one of its > related entities (collectively referred to as "STARTRACK"). The information > contained in this email is confidential and may contain legally privileged > information. Confidentiality and legal privilege are not waived or lost by > reason of mistaken delivery. The content of this email is the view or > opinion of the stated author and does not necessarily reflect the view or > opinion of STARTRACK. If you are not the intended recipient or the person > responsible for the delivery of the message to the intended recipient, any > dissemination of the information is strictly prohibited. If you have > received this email in error, please contact the sender by return email and > delete the email and any attachments from your computer. Although STARTRACK > has taken care to ensure the attachments (if any) to this email are virus > free, STARTRACK does not warrant that any such attachments are free of > errors, viruses or other malicious codes and does not accept liability for > any consequences to the recipient upon opening or using this email." **** > > _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_**** > > ** ** > > _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ **** > _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
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