Re: Incident Sample
I appreciate your response, I’ll do so. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Abhijit Hendre Sent: Friday, March 06, 2015 4:12 AM To: arslist@ARSLIST.ORG Subject: Re: Incident Sample ** Hi Shawn, This is a product defect. Kindly contact BMC Support to get hotfix. Thanks, Abhijit H On 03-Mar-2015 7:50 pm, Pierson, Shawn shawn.pier...@energytransfer.commailto:shawn.pier...@energytransfer.com wrote: ** Good morning, Users have reported a very strange issue to me. Basically, we are seeing Incidents created, apparently from SRM, with only a Summary populated that says “Incident Sample”. I turned on the option to create Service Requests when an Incident is manually created several years ago, but this seems to have started around the time we upgraded to 8.1. Of the thousands upon thousands of Incidents we’ve created since the 8.1 upgrade early last year, 54 Incidents have been created with this issue. From what I have gathered, they have no relation to any previously resolved or closed Incidents, they aren’t called from any SRD that is available (keep in mind the one used by Incident Management is in Draft status and untouched), they aren’t related to any emails being sent into Remedy, and there’s no time overlap with the dates of other Incidents for these same users. I’m really at a loss in determining what could be causing this. Have any of you seen this, and if so, how did you fix it? Thanks, Shawn Pierson Remedy Developer | Energy Transfer Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Incident Sample
Hi Shawn, This is a product defect. Kindly contact BMC Support to get hotfix. Thanks, Abhijit H On 03-Mar-2015 7:50 pm, Pierson, Shawn shawn.pier...@energytransfer.com wrote: ** Good morning, Users have reported a very strange issue to me. Basically, we are seeing Incidents created, apparently from SRM, with only a Summary populated that says “Incident Sample”. I turned on the option to create Service Requests when an Incident is manually created several years ago, but this seems to have started around the time we upgraded to 8.1. Of the thousands upon thousands of Incidents we’ve created since the 8.1 upgrade early last year, 54 Incidents have been created with this issue. From what I have gathered, they have no relation to any previously resolved or closed Incidents, they aren’t called from any SRD that is available (keep in mind the one used by Incident Management is in Draft status and untouched), they aren’t related to any emails being sent into Remedy, and there’s no time overlap with the dates of other Incidents for these same users. I’m really at a loss in determining what could be causing this. Have any of you seen this, and if so, how did you fix it? Thanks, *Shawn Pierson * Remedy Developer | Energy Transfer Private and confidential as detailed here http://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _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
Re: Incident Sample
Thanks Saji. I’ll investigate the possibility of these coming as a result of RKM in some way. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Saji Philip Sent: Tuesday, March 03, 2015 8:31 AM To: arslist@ARSLIST.ORG Subject: Re: Incident Sample ** Hey Shawn, The 'incident sample' I believe is the OOTB incident creator in SRM. In RKM, you can raise an incident from an article. 'Incident sample' is the AOT. On Mar 3, 2015 8:20 AM, Pierson, Shawn shawn.pier...@energytransfer.commailto:shawn.pier...@energytransfer.com wrote: ** Good morning, Users have reported a very strange issue to me. Basically, we are seeing Incidents created, apparently from SRM, with only a Summary populated that says “Incident Sample”. I turned on the option to create Service Requests when an Incident is manually created several years ago, but this seems to have started around the time we upgraded to 8.1. Of the thousands upon thousands of Incidents we’ve created since the 8.1 upgrade early last year, 54 Incidents have been created with this issue. From what I have gathered, they have no relation to any previously resolved or closed Incidents, they aren’t called from any SRD that is available (keep in mind the one used by Incident Management is in Draft status and untouched), they aren’t related to any emails being sent into Remedy, and there’s no time overlap with the dates of other Incidents for these same users. I’m really at a loss in determining what could be causing this. Have any of you seen this, and if so, how did you fix it? Thanks, Shawn Pierson Remedy Developer | Energy Transfer Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Incident Sample
Hey Shawn, The 'incident sample' I believe is the OOTB incident creator in SRM. In RKM, you can raise an incident from an article. 'Incident sample' is the AOT. On Mar 3, 2015 8:20 AM, Pierson, Shawn shawn.pier...@energytransfer.com wrote: ** Good morning, Users have reported a very strange issue to me. Basically, we are seeing Incidents created, apparently from SRM, with only a Summary populated that says “Incident Sample”. I turned on the option to create Service Requests when an Incident is manually created several years ago, but this seems to have started around the time we upgraded to 8.1. Of the thousands upon thousands of Incidents we’ve created since the 8.1 upgrade early last year, 54 Incidents have been created with this issue. From what I have gathered, they have no relation to any previously resolved or closed Incidents, they aren’t called from any SRD that is available (keep in mind the one used by Incident Management is in Draft status and untouched), they aren’t related to any emails being sent into Remedy, and there’s no time overlap with the dates of other Incidents for these same users. I’m really at a loss in determining what could be causing this. Have any of you seen this, and if so, how did you fix it? Thanks, *Shawn Pierson * Remedy Developer | Energy Transfer Private and confidential as detailed here http://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _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
