Re: SLM Status not changing when using HPD:IncidentInterface_Create
Not exactly - they imply it's in IM 7.03. Here is exactly what they said: -- This is to update you on the status of the defect, SW00281799, I will like to inform you that the defect will be closed in the next maintainance patch relase for ITSM 7.0.03. Since the latest patch release for ITSM 7.0.03 is patch 007 hence we can say that this defect will be closed in the patch 008 for ITSM 7.0.03. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Thursday, May 01, 2008 2:23 PM To: arslist@ARSLIST.ORG Subject: Re: SLM Status not changing when using HPD:IncidentInterface_Create ** Did they tell you where, and in what version of which application? Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ <http://itsm.unt.edu/> From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: Thursday, May 01, 2008 2:17 PM To: arslist@ARSLIST.ORG Subject: Re: SLM Status not changing when using HPD:IncidentInterface_Create ** Spoke to BMC - it's a bug. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Thursday, May 01, 2008 12:25 PM To: arslist@ARSLIST.ORG Subject: Re: SLM Status not changing when using HPD:IncidentInterface_Create ** That might be an error in the so-called "integration" between SLM and your version of Incident Mgmt, or in how your service targets are defined versus your customers. We are creating our Incidents through Kinetic Request, which uses HPD:IncidentInterface_Create to generate requests, and as long as the customer selected for the Incident is one for whom a service target is active (in our case, the UNT Customer company), the service targets are attaching and the SLM Status is correct. It is normal for Incidents created with a support staff customer account (from one of the over 20 operational companies) to have "No Service Target Assigned" since no service targets are active for those companies. As a side note, since the Kinetic request generated incidents are set to Reported Source = Web, they are left at Response = No and the Incident Response service target remains active. Using one of several other reported sources, including the default of Phone (I think - we changed it), will cause a new incident to be created as already Responded, and that service target as met on Submit. We changed the default to Other, which has the same effect as Web. ARS 7.1.00.002, IM 7.0.02/03.007, SLM 7.1 Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: Thursday, May 01, 2008 12:06 PM To: arslist@ARSLIST.ORG Subject: SLM Status not changing when using HPD:IncidentInterface_Create ** Vital Stats: AR Server 7.1 patch 001 for Solaris IM 7.03 SLM 7.1 We have a small custom integrations. Some filters fire on the AR System Email Messages and push data to a staging form. This form then formats the data and uses the HPD:IncidentInterface_Create to create the Incident. This all works well. It's simple, fast and reliable. However, now we've added SLM in the mix. When the Incident is created the Service Targets attach to the Incident correctly but for some reason the SLM Status field never gets updated. It is stuck at "No Service Target Assigned". Is there something special you have to do to get the SLM module to work correctly when using HPD:IncidentInterface_Create? I haven't found any documentation dealing with this... William Rentfrow, Principal Consultant [EMAIL PROTECTED] C 701-306-6157 O 952-432-0227 __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: SLM Status not changing when using HPD:IncidentInterface_Create
Did they tell you where, and in what version of which application? Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ <http://itsm.unt.edu/> From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: Thursday, May 01, 2008 2:17 PM To: arslist@ARSLIST.ORG Subject: Re: SLM Status not changing when using HPD:IncidentInterface_Create ** Spoke to BMC - it's a bug. _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Thursday, May 01, 2008 12:25 PM To: arslist@ARSLIST.ORG Subject: Re: SLM Status not changing when using HPD:IncidentInterface_Create ** That might be an error in the so-called "integration" between SLM and your version of Incident Mgmt, or in how your service targets are defined versus your customers. We are creating our Incidents through Kinetic Request, which uses HPD:IncidentInterface_Create to generate requests, and as long as the customer selected for the Incident is one for whom a service target is active (in our case, the UNT Customer company), the service targets are attaching and the SLM Status is correct. It is normal for Incidents created with a support staff customer account (from one of the over 20 operational companies) to have "No Service Target Assigned" since no service targets are active for those companies. As a side note, since the Kinetic request generated incidents are set to Reported Source = Web, they are left at Response = No and the Incident Response service target remains active. Using one of several other reported sources, including the default of Phone (I think - we changed it), will cause a new incident to be created as already Responded, and that service target as met on Submit. We changed the default to Other, which has the same effect as Web. ARS 7.1.00.002, IM 7.0.02/03.007, SLM 7.1 Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: Thursday, May 01, 2008 12:06 PM To: arslist@ARSLIST.ORG Subject: SLM Status not changing when using HPD:IncidentInterface_Create ** Vital Stats: AR Server 7.1 patch 001 for Solaris IM 7.03 SLM 7.1 We have a small custom integrations. Some filters fire on the AR System Email Messages and push data to a staging form. This form then formats the data and uses the HPD:IncidentInterface_Create to create the Incident. This all works well. It's simple, fast and reliable. However, now we've added SLM in the mix. When the Incident is created the Service Targets attach to the Incident correctly but for some reason the SLM Status field never gets updated. It is stuck at "No Service Target Assigned". Is there something special you have to do to get the SLM module to work correctly when using HPD:IncidentInterface_Create? I haven't found any documentation dealing with this... William Rentfrow, Principal Consultant [EMAIL PROTECTED] C 701-306-6157 O 952-432-0227 __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: SLM Status not changing when using HPD:IncidentInterface_Create
Spoke to BMC - it's a bug. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Thursday, May 01, 2008 12:25 PM To: arslist@ARSLIST.ORG Subject: Re: SLM Status not changing when using HPD:IncidentInterface_Create ** That might be an error in the so-called "integration" between SLM and your version of Incident Mgmt, or in how your service targets are defined versus your customers. We are creating our Incidents through Kinetic Request, which uses HPD:IncidentInterface_Create to generate requests, and as long as the customer selected for the Incident is one for whom a service target is active (in our case, the UNT Customer company), the service targets are attaching and the SLM Status is correct. It is normal for Incidents created with a support staff customer account (from one of the over 20 operational companies) to have "No Service Target Assigned" since no service targets are active for those companies. As a side note, since the Kinetic request generated incidents are set to Reported Source = Web, they are left at Response = No and the Incident Response service target remains active. Using one of several other reported sources, including the default of Phone (I think - we changed it), will cause a new incident to be created as already Responded, and that service target as met on Submit. We changed the default to Other, which has the same effect as Web. ARS 7.1.00.002, IM 7.0.02/03.007, SLM 7.1 Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ <http://itsm.unt.edu/> From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: Thursday, May 01, 2008 12:06 PM To: arslist@ARSLIST.ORG Subject: SLM Status not changing when using HPD:IncidentInterface_Create ** Vital Stats: AR Server 7.1 patch 001 for Solaris IM 7.03 SLM 7.1 We have a small custom integrations. Some filters fire on the AR System Email Messages and push data to a staging form. This form then formats the data and uses the HPD:IncidentInterface_Create to create the Incident. This all works well. It's simple, fast and reliable. However, now we've added SLM in the mix. When the Incident is created the Service Targets attach to the Incident correctly but for some reason the SLM Status field never gets updated. It is stuck at "No Service Target Assigned". Is there something special you have to do to get the SLM module to work correctly when using HPD:IncidentInterface_Create? I haven't found any documentation dealing with this... William Rentfrow, Principal Consultant [EMAIL PROTECTED] C 701-306-6157 O 952-432-0227 __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: SLM Status not changing when using HPD:IncidentInterface_Create
That might be an error in the so-called "integration" between SLM and your version of Incident Mgmt, or in how your service targets are defined versus your customers. We are creating our Incidents through Kinetic Request, which uses HPD:IncidentInterface_Create to generate requests, and as long as the customer selected for the Incident is one for whom a service target is active (in our case, the UNT Customer company), the service targets are attaching and the SLM Status is correct. It is normal for Incidents created with a support staff customer account (from one of the over 20 operational companies) to have "No Service Target Assigned" since no service targets are active for those companies. As a side note, since the Kinetic request generated incidents are set to Reported Source = Web, they are left at Response = No and the Incident Response service target remains active. Using one of several other reported sources, including the default of Phone (I think - we changed it), will cause a new incident to be created as already Responded, and that service target as met on Submit. We changed the default to Other, which has the same effect as Web. ARS 7.1.00.002, IM 7.0.02/03.007, SLM 7.1 Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ <http://itsm.unt.edu/> From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: Thursday, May 01, 2008 12:06 PM To: arslist@ARSLIST.ORG Subject: SLM Status not changing when using HPD:IncidentInterface_Create ** Vital Stats: AR Server 7.1 patch 001 for Solaris IM 7.03 SLM 7.1 We have a small custom integrations. Some filters fire on the AR System Email Messages and push data to a staging form. This form then formats the data and uses the HPD:IncidentInterface_Create to create the Incident. This all works well. It's simple, fast and reliable. However, now we've added SLM in the mix. When the Incident is created the Service Targets attach to the Incident correctly but for some reason the SLM Status field never gets updated. It is stuck at "No Service Target Assigned". Is there something special you have to do to get the SLM module to work correctly when using HPD:IncidentInterface_Create? I haven't found any documentation dealing with this... William Rentfrow, Principal Consultant [EMAIL PROTECTED] C 701-306-6157 O 952-432-0227 __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
SLM Status not changing when using HPD:IncidentInterface_Create
Vital Stats: AR Server 7.1 patch 001 for Solaris IM 7.03 SLM 7.1 We have a small custom integrations. Some filters fire on the AR System Email Messages and push data to a staging form. This form then formats the data and uses the HPD:IncidentInterface_Create to create the Incident. This all works well. It's simple, fast and reliable. However, now we've added SLM in the mix. When the Incident is created the Service Targets attach to the Incident correctly but for some reason the SLM Status field never gets updated. It is stuck at "No Service Target Assigned". Is there something special you have to do to get the SLM module to work correctly when using HPD:IncidentInterface_Create? I haven't found any documentation dealing with this... William Rentfrow, Principal Consultant [EMAIL PROTECTED] C 701-306-6157 O 952-432-0227 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
