Tim and Shawn, We did not move any tickets over (thankfully!). This makes that part of the problem a little easier to troubleshoot.
I've run logs and am comparing them now. We are on ITSM SP2 and ARS SP3. Thank you for the info. I'm going to run this by BMC since I already have my logs. Claire From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Timothy Powell Sent: Thursday, July 05, 2012 2:59 PM To: [email protected] Subject: Re: ITSM 7.6.04 - Assigned Group Search on INC form. ** There was a similar issue when you searched by customer. BMC deemed that a bug and provided a fix for it. The defect for that issue was SW00412940. There may be a similar fix for your issue. The gist of it was, the customer field gave varying results depending on if you entered the name (based on how you have your customer lookup configured) and pressed return or if you just entered the name and didn't press enter. Pressing return populated hidden fields with data that may or may not be relevant for the particular search you are performing. For example, the customer changed locations. You don't care that they moved from site a to site b (which was part of the data being populated). You just want to see that customer's tickets. In our case, it was as Shawn describes. We were searching a mix of tickets that were created new in 7.6.04 and some that were migrated in from 5.5. In your case, selecting from the menu, is probably doing a similar data call and set. Again, as Shawn pointed out, depending on where and how the ticket was created, the data being called might be different. BTW, we're on 7.6.04 SP2 and I do not have the issue you describe. Are you up to SP2? Tim From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Pierson, Shawn Sent: Thursday, July 05, 2012 3:35 PM To: [email protected] Subject: Re: ITSM 7.6.04 - Assigned Group Search on INC form. ** Claire, Could some of them be Incidents that you migrated from your old system, or some created by SRM and some manually? I've not seen this behavior before, but I would try to identify at least one example that does show up at all times and one example that doesn't, and do a comparison via a select statement against HPD_Help_Desk of both records to try to find a pattern. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:[email protected]]<mailto:[mailto:[email protected]]> On Behalf Of Sanford, Claire Sent: Thursday, July 05, 2012 2:28 PM To: [email protected]<mailto:[email protected]> Subject: ITSM 7.6.04 - Assigned Group Search on INC form. ** When searching for tickets in the HPD:Help Desk form using the Assigned Group*+ field, the values returned are not consistent. If I just put the group name in the field, it returns one value, if I use the drop down, it returns another value. Neither is the complete number of tickets. If I use a hidden field and the group ID instead of the group name in the advanced search bar, I get the complete number of tickets e.g. '1000000079' = "SGP000000000243". The problem with this is my users can't do this. Well, they can, but they don't know what to do and it is not as easy as just selecting the drop down or typing in the group name. Any ideas? Claire _attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers Are"_ Private and confidential as detailed here<http://www.sug.com/disclaimers/default.htm#Mail>. If you cannot access hyperlink, please e-mail sender. _attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers Are"_ _attend WWRUG12 www.wwrug.com<http://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"
