I really hope that someone can assist!
Environment: ARS 8.1 ITSM 8.1 Oracle db Mid-Tier 8.1.01 SP1 Atrium SSO Goal: By calendar date/time, auto generate a new Incident. A Staging form was created in order to stage the data needed on the Incident form. A new record is added to the Staging form for each specific type of ticket to auto generate an Incident. After review of the record, the Status is set to "Send". An Escalation runs on the 1st of the month to Push Fields from the Staging form to the HPD:IncidentInterface_Create form on records where $Status__c$ = "Send" (on Staging form). Works great in Test - Incident submitted; no errors, no issues. Packing List created with Form & Escalation. Packing List exported/imported; Form & Escalation added to Production. Production: Record in Staging form manually added. Escalation is run on demand. Logging entry: <ESCL> <TID: 0000003412> <RPC ID: 0000125150> <Queue: Escalation> <Client-RPC: 390603 > <USER: AR_ESCALATOR (Pool 1) > <Overlay-Group: 1 > /* Mon Sep 22 2014 09:21:36.8830 */Checking ITM:GenerateMaintenanceINC (enabled) : going to fire in 762024 seconds on ITM:Staging_GenerateIncident <ESCL> <TID: 0000003412> <RPC ID: 0000125150> <Queue: Escalation> <Client-RPC: 390603 > <USER: AR_ESCALATOR (Pool 1) > <Overlay-Group: 1 > /* Mon Sep 22 2014 09:21:36.8830 */Stop escalation processing <ESCL> <TID: 0000003412> <RPC ID: 0000125150> <Queue: Escalation> <Client-RPC: 390603 > <USER: AR_ESCALATOR (Pool 1) > <Overlay-Group: 1 > /* Mon Sep 22 2014 09:21:36.8830 */Set new firetime of 24 seconds <ESCL> <TID: 0000006540> <RPC ID: 0002650043> <Queue: Admin > <Client-RPC: 390600 > <USER: AR_ESCALATOR > <Overlay-Group: 1 > /* Mon Sep 22 2014 09:21:38.9600 */Start escalation processing -- Operation <ESCL> <TID: 0000006540> <RPC ID: 0002650043> <Queue: Admin > <Client-RPC: 390600 > <USER: AR_ESCALATOR > <Overlay-Group: 1 > /* Mon Sep 22 2014 09:21:38.9600 */Checking ITM:GenerateMaintenanceINC : running on demand on ITM:Staging_GenerateIncident <ESCL> <TID: 0000006540> <RPC ID: 0002650043> <Queue: Admin > <Client-RPC: 390600 > <USER: AR_ESCALATOR > <Overlay-Group: 1 > --> Passed -- perform actions <ESCL> <TID: 0000006540> <RPC ID: 0002650043> <Queue: Admin > <Client-RPC: 390600 > <USER: AR_ESCALATOR > <Overlay-Group: 1 > CIS000000000001 <ESCL> <TID: 0000006540> <RPC ID: 0002650043> <Queue: Admin > <Client-RPC: 390600 > <USER: AR_ESCALATOR > <Overlay-Group: 1 > 0: Push Fields <ESCL> <TID: 0000006540> <RPC ID: 0002650043> <Queue: Admin > <Client-RPC: 390600 > <USER: AR_ESCALATOR > <Overlay-Group: 1 > /* Mon Sep 22 2014 09:21:38.9700 */ITM:GenerateMaintenanceINC completed on ITM:Staging_GenerateIncident (Elapsed time: 0.0100 seconds) <ESCL> <TID: 0000006540> <RPC ID: 0002650043> <Queue: Admin > <Client-RPC: 390600 > <USER: AR_ESCALATOR > <Overlay-Group: 1 > /* Mon Sep 22 2014 09:21:38.9700 */Stop escalation processing No HPD:IncidentInterface_Create is submitted. I even added a Notify action to email me when the Escalation fires; email received. No arerror.log entry. The plan is to have the Escalation run during non-business hours. Testing has been done over the weekend during non-business hours. It doesn't matter if I use Interval, set the Date/Time or select Run now on the Escalation - No HPD:IncidentInterface_Create is submitted. Any suggestions? Thank you, Sandra Hennigan Remedy Developer _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
