Windows 2008 r2 Oracle 11g ARS 8.1 ITSM 8.1 I have an interesting one -
With ITSM 8.1, incoming email create functions are out of the box and work very well. Except. Randomly, an Incident created by Incoming Email does not allow a user to relate a Task. This error is displayed: The incident number is required for this function to work. To generate an incident number, select a customer. (ARERR 45281) The Incident does have an Incident ID (and an Entry ID). Other then relating a Task/Task Group or AdHoc task, the Incident can be worked thru resolution; all other updates work including incoming email that adds a Work Info.. The common differences between incoming email Incidents that allow relating Tasks and those that do not - these fields are not set: Status-PPL Direct Contact fields Re-associating the Customer does not set these fields on the Incident. No ARERROR.log entry at submit time. The People Records contain the data; some of a user’s incoming email submit Incidents allow for Task relate without error. Incoming out of the box rules have not been changed. Other than write it off to being random, any ideas what to check? Thank you, Sandra Hennigan Remedy Developer Criminal Division | U.S. Department of Justice ☎ (202) 353-0557 Mobile: 202-716-0848 [email protected]<mailto:[email protected]> _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
