You might have to turn on filter logging to see what is going on for why the incident ones are being deleted then. We only had it in Change and we are on 7.6.4 SP 4.
From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Rajesh Nair Sent: Friday, October 11, 2013 10:44 AM To: [email protected] Subject: Re: Work info getting deleted ** The below mentioned push action is already present in code Regards Rajesh On 11 Oct 2013 21:55, "Pargeter, Christie :CO IS" <[email protected]> wrote: ** You want to add a 2nd action to the filter similar to this. This is CRQ so you would use the Incident ID instead of Change ID & HPD:Worklog = Yes instead of CHG:Worklog. Ø CHG:CRQ:SaveWorkInfo_501_CreateWorkInfo_PCWL v (501) Part of a Guide § Always run · Added a 2nd action · (Overlay) Push to SYS:Application Status Enabler where Request ID01 = Infrastructure Change ID ¨ Set CHG:Worklog = Yes, Request ID01 = Infrastructure Change ID From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Rajesh Nair Sent: Friday, October 11, 2013 7:56 AM To: [email protected] Subject: Re: Work info getting deleted ** So whats the solution? Do we have to modify the filter On 11 Oct 2013 20:22, "Fisher, David" <[email protected]> wrote: ** See KA323941 The problem is that Filter "HPD:INC:SaveWorkInfo_501_CreateWorkInfo_PWLG`!" does NOT push a record to SYS:Application Status Enabler form. This means that Filter "INT:FNDHPD:ASE:EnableHPDWorkLog_760_PWLG" cannot change the HPD:WorkLog Status from "Delete" to "Enable" when the Incident is saved. Records are then deleted via escalation SYS:CLN:TA@00:05-StartCleanUp. Christie's suggestion below is the same thing, only different (CHG -vs- HPD). - Dave From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Mitcham, Ross Sent: Friday, October 11, 2013 10:32 AM To: [email protected] Subject: Re: Work info getting deleted ** Possibilities: 1) Someone with access is cleaning up/deleting entries 2) Potential application issue, Work log's when created (during an incident creation where unsaved), will create the Work logs in a "Delete" state. When the parent Incident is saved, the child work logs are updated to an "Enabled" state. There is a cleanup process that occurs that removes these child work logs entries over X days old in a "Delete" state (with the assumption the parent incident has been abandoned). Please at end of day check for any work logs in a delete state with a valid parent incident, then there is some issue Regards, From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Rajesh Nair Sent: Friday, October 11, 2013 9:33 AM To: [email protected] Subject: Work info getting deleted ** Hello listers We are seeing some strange issue in our incident tickets in which work info added to the tickets goes missings after some time it is created This is a random issue and only similarity what i can see is all the tickets were raised using templates I think a similar issue was raised here,but wa not to find any We are on arsystem 7:6:04 patch 2 Itsm 7:604 p2 Regards Rajesh _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
