Re: SRM - Blank requests
I think we found that it is a size limitation on a field when an answer exceeds 255 characters (may not be the right length, but it was a length). BMC has a KB on it and the solution was to increase the size of a field to 4000 - but I can't recall the field. Maybe someone here can fill in the rest of the details. - Original Message - From: Chris Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Sent: Friday, October 12, 2012 10:59 AM Subject: Re: SRM - Blank requests ** Hi All, Wanted to revisit this to see if anyone has found an root cause here? We are also seeing sporadic instances where the questions / answers are not populating in 'SRD:MultipleQuestionResponse' for one service. We are unable to duplicate. I checked the form for NULL SRInstanceID's as suggested above, but didn't find any. Thanks, Chris On Monday, October 1, 2012 9:53:04 AM UTC-5, (unknown) wrote: Hi Christine, I have seen this several times as well. The Service Requests is submitted without Questions/Answers (responses). It seems to be random. The Questions/Answers still exist in the SRD:MultipleQuestionResponse form, but do not have an SR Instance ID I have been able to fix those requests by adding the correct SR Instance ID. BMC said it may be java related because the Instance ID is generated through java, but I have not been able to confirm. I have investigated off and on for several months with no luck. I have not been able to reproduce the behaviour myself whichs makes it difficult to track down. Please let me know if you find a solution, and I will do the same. Thank you Les Ganton > The request record does get created successfully just blank! Right now we > are using just the standard SRM SRDs and AOTs, simple design, nothing > complex. > > I have received a few ideas and will let you know how we make out! Thanks > so much for everyone's response! > > Thanks > c > > From: Action Request System discussion list(ARSList) > [mailto:ars...@arslist.org] On Behalf Of Pierson, Shawn > Sent: Friday, September 28, 2012 11:27 AM > To: ars...@arslist.org > Subject: Re: SRM - Blank requests > > ** > Are you using Advanced Interface Forms? If you're using standard SRM SRDs > and AOTs I would look at the mappings on the SRD first. Also you didn't > mention whether the Service Request record gets created successfully, or > if it's messed up from the beginning. I've had issues with the mapping > from the Service Request to the Work Order on a really old version of SRM, > I think 2.1, but only for an AIF at that point. > > Thanks, > > Shawn Pierson > Remedy Developer | Energy Transfer > > From: Action Request System discussion list(ARSList) > [mailto:ars...@arslist.org] On Behalf Of Christine Milton Hall > Sent: Friday, September 28, 2012 9:31 AM > To: ars...@arslist.org<mailto:arslist@ARSLIST.ORG> > Subject: SRM - Blank requests > > ** > Hoping someone can help me out! > > We have implemented SRM and we are having a intermittent problem with the > data from the questions not being saved and creating Blank Requests. Has > anyone else seen this issue and if so, help to guide me where to look? > > All of our service categories are simple flows - 1 Request to 1 work > order. It occurs with any one of the service categories, so no one > specific one is the problem > > Our environment: > > ARS: AR Server 7.5 .00 Patch 002 > Atrium CMDB: 7.5 .00 Patch 005 > ITSM: 7.5 .01 Patch 001 > SRM: 7.6.00 Patch 001 > Database : SQL 2005 version 5.2.3790 > > Anyone's help will be greatly appreciated! > > Thanks > christine > > > > * > > This e-mail and any files transmitted with it may contain confidential > information and is intended solely for use by the individual to whom it is > addressed. If you received this e-mail in error, please notify the sender, > do not disclose its contents to others and delete it from your system. > > * > _attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the
Re: SRM - Blank requests
Hi All, Wanted to revisit this to see if anyone has found an root cause here? We are also seeing sporadic instances where the questions / answers are not populating in 'SRD:MultipleQuestionResponse' for one service. We are unable to duplicate. I checked the form for NULL SRInstanceID's as suggested above, but didn't find any. Thanks, Chris On Monday, October 1, 2012 9:53:04 AM UTC-5, (unknown) wrote: > > Hi Christine, > I have seen this several times as well. The Service Requests is submitted > without Questions/Answers (responses). It seems to be random. > > The Questions/Answers still exist in the SRD:MultipleQuestionResponse > form, but do not have an SR Instance ID > > I have been able to fix those requests by adding the correct SR Instance > ID. > > BMC said it may be java related because the Instance ID is generated > through java, but I have not been able to confirm. > > I have investigated off and on for several months with no luck. I have not > been able to reproduce the behaviour myself whichs makes it difficult to > track down. > > Please let me know if you find a solution, and I will do the same. > > Thank you > > Les Ganton > > > The request record does get created successfully just blank! Right now > we > > are using just the standard SRM SRDs and AOTs, simple design, nothing > > complex. > > > > I have received a few ideas and will let you know how we make out! > Thanks > > so much for everyone's response! > > > > Thanks > > c > > > > From: Action Request System discussion list(ARSList) > > [mailto:ars...@arslist.org ] On Behalf Of Pierson, Shawn > > Sent: Friday, September 28, 2012 11:27 AM > > To: ars...@arslist.org > > Subject: Re: SRM - Blank requests > > > > ** > > Are you using Advanced Interface Forms? If you're using standard SRM > SRDs > > and AOTs I would look at the mappings on the SRD first. Also you didn't > > mention whether the Service Request record gets created successfully, or > > if it's messed up from the beginning. I've had issues with the mapping > > from the Service Request to the Work Order on a really old version of > SRM, > > I think 2.1, but only for an AIF at that point. > > > > Thanks, > > > > Shawn Pierson > > Remedy Developer | Energy Transfer > > > > From: Action Request System discussion list(ARSList) > > [mailto:ars...@arslist.org ] On Behalf Of Christine Milton > Hall > > Sent: Friday, September 28, 2012 9:31 AM > > To: ars...@arslist.org > > <mailto:arslist@ARSLIST.ORG> > > > Subject: SRM - Blank requests > > > > ** > > Hoping someone can help me out! > > > > We have implemented SRM and we are having a intermittent problem with > the > > data from the questions not being saved and creating Blank Requests. > Has > > anyone else seen this issue and if so, help to guide me where to look? > > > > All of our service categories are simple flows - 1 Request to 1 work > > order. It occurs with any one of the service categories, so no one > > specific one is the problem > > > > Our environment: > > > > ARS: AR Server 7.5 .00 Patch 002 > > Atrium CMDB: 7.5 .00 Patch 005 > > ITSM: 7.5 .01 Patch 001 > > SRM: 7.6.00 Patch 001 > > Database : SQL 2005 version 5.2.3790 > > > > Anyone's help will be greatly appreciated! > > > > Thanks > > christine > > > > > > > > > * > > > > > > This e-mail and any files transmitted with it may contain confidential > > information and is intended solely for use by the individual to whom it > is > > addressed. If you received this e-mail in error, please notify the > sender, > > do not disclose its contents to others and delete it from your system. > > > > > * > > > > _attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the > > Answers Are"_ > > Private and confidential as detailed > > here<http://www.sug.com/disclaimers/default.htm#Mail>. If you cannot > > access hyperlink, please e-mail sender. > > _attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the > > Answers Are"_ > > > > > ***
Re: SRM - Blank requests
Hi Christine, I have seen this several times as well. The Service Requests is submitted without Questions/Answers (responses). It seems to be random. The Questions/Answers still exist in the SRD:MultipleQuestionResponse form, but do not have an SR Instance ID I have been able to fix those requests by adding the correct SR Instance ID. BMC said it may be java related because the Instance ID is generated through java, but I have not been able to confirm. I have investigated off and on for several months with no luck. I have not been able to reproduce the behaviour myself whichs makes it difficult to track down. Please let me know if you find a solution, and I will do the same. Thank you Les Ganton > The request record does get created successfully just blank! Right now we > are using just the standard SRM SRDs and AOTs, simple design, nothing > complex. > > I have received a few ideas and will let you know how we make out! Thanks > so much for everyone's response! > > Thanks > c > > From: Action Request System discussion list(ARSList) > [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn > Sent: Friday, September 28, 2012 11:27 AM > To: arslist@ARSLIST.ORG > Subject: Re: SRM - Blank requests > > ** > Are you using Advanced Interface Forms? If you're using standard SRM SRDs > and AOTs I would look at the mappings on the SRD first. Also you didn't > mention whether the Service Request record gets created successfully, or > if it's messed up from the beginning. I've had issues with the mapping > from the Service Request to the Work Order on a really old version of SRM, > I think 2.1, but only for an AIF at that point. > > Thanks, > > Shawn Pierson > Remedy Developer | Energy Transfer > > From: Action Request System discussion list(ARSList) > [mailto:arslist@ARSLIST.ORG] On Behalf Of Christine Milton Hall > Sent: Friday, September 28, 2012 9:31 AM > To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> > Subject: SRM - Blank requests > > ** > Hoping someone can help me out! > > We have implemented SRM and we are having a intermittent problem with the > data from the questions not being saved and creating Blank Requests. Has > anyone else seen this issue and if so, help to guide me where to look? > > All of our service categories are simple flows - 1 Request to 1 work > order. It occurs with any one of the service categories, so no one > specific one is the problem > > Our environment: > > ARS: AR Server 7.5 .00 Patch 002 > Atrium CMDB: 7.5 .00 Patch 005 > ITSM: 7.5 .01 Patch 001 > SRM: 7.6.00 Patch 001 > Database : SQL 2005 version 5.2.3790 > > Anyone's help will be greatly appreciated! > > Thanks > christine > > > > * > > This e-mail and any files transmitted with it may contain confidential > information and is intended solely for use by the individual to whom it is > addressed. If you received this e-mail in error, please notify the sender, > do not disclose its contents to others and delete it from your system. > > * > _attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the > Answers Are"_ > Private and confidential as detailed > here<http://www.sug.com/disclaimers/default.htm#Mail>. If you cannot > access hyperlink, please e-mail sender. > _attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the > Answers Are"_ > > * > > This e-mail and any files transmitted with it may contain confidential > information and is intended solely for use by the individual to whom it is > addressed. If you received this e-mail in error, please notify the sender, > do not disclose its contents to others and delete it from your system. > > * > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Re: SRM - Blank requests
The request record does get created successfully just blank! Right now we are using just the standard SRM SRDs and AOTs, simple design, nothing complex. I have received a few ideas and will let you know how we make out! Thanks so much for everyone's response! Thanks c From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Friday, September 28, 2012 11:27 AM To: arslist@ARSLIST.ORG Subject: Re: SRM - Blank requests ** Are you using Advanced Interface Forms? If you're using standard SRM SRDs and AOTs I would look at the mappings on the SRD first. Also you didn't mention whether the Service Request record gets created successfully, or if it's messed up from the beginning. I've had issues with the mapping from the Service Request to the Work Order on a really old version of SRM, I think 2.1, but only for an AIF at that point. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Christine Milton Hall Sent: Friday, September 28, 2012 9:31 AM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: SRM - Blank requests ** Hoping someone can help me out! We have implemented SRM and we are having a intermittent problem with the data from the questions not being saved and creating Blank Requests. Has anyone else seen this issue and if so, help to guide me where to look? All of our service categories are simple flows - 1 Request to 1 work order. It occurs with any one of the service categories, so no one specific one is the problem Our environment: ARS: AR Server 7.5 .00 Patch 002 Atrium CMDB: 7.5 .00 Patch 005 ITSM: 7.5 .01 Patch 001 SRM: 7.6.00 Patch 001 Database : SQL 2005 version 5.2.3790 Anyone's help will be greatly appreciated! Thanks christine * This e-mail and any files transmitted with it may contain confidential information and is intended solely for use by the individual to whom it is addressed. If you received this e-mail in error, please notify the sender, do not disclose its contents to others and delete it from your system. * _attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers Are"_ Private and confidential as detailed here<http://www.sug.com/disclaimers/default.htm#Mail>. If you cannot access hyperlink, please e-mail sender. _attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers Are"_ * This e-mail and any files transmitted with it may contain confidential information and is intended solely for use by the individual to whom it is addressed. If you received this e-mail in error, please notify the sender, do not disclose its contents to others and delete it from your system. * ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Re: SRM - Blank requests
Hi Chris, Kindly try clearing the PDT from the SRD, re-attach and do the re-mapping of variables which should ideally fix the problem. Please save the SRD for each and every action or after all the action. Try this option and let me know. Thank you, Sriram. On Fri, Sep 28, 2012 at 8:00 PM, Christine Milton Hall < christine_milton_h...@pepperidgefarm.com> wrote: > ** > > Hoping someone can help me out! > > > > We have implemented SRM and we are having a intermittent problem with the > data from the questions not being saved and creating Blank Requests. Has > anyone else seen this issue and if so, help to guide me where to look? > > > > All of our service categories are simple flows – 1 Request to 1 work > order. It occurs with any one of the service categories, so no one > specific one is the problem > > > > Our environment: > > > > ARS: AR Server 7.5 .00 Patch 002 > Atrium CMDB: 7.5 .00 Patch 005 > ITSM: 7.5 .01 Patch 001 > SRM: 7.6.00 Patch 001 > Database : SQL 2005 version 5.2.3790 > > > > Anyone’s help will be greatly appreciated! > > > > Thanks > > christine > > > > > > * > > > This e-mail and any files transmitted with it may contain confidential > information and is intended solely for use by the individual to whom it is > addressed. If you received this e-mail in error, please notify the sender, > do not disclose its contents to others and delete it from your system. > > * > > _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Re: SRM - Blank requests
Hi Christine, Make sure that the fulfillment tickets are creating. If that is okay, then you need to do the variable mapping on SRDs. This actually holds the response given by the request user for particualr questions. Regards, Shashi On Fri, Sep 28, 2012 at 8:00 PM, Christine Milton Hall < christine_milton_h...@pepperidgefarm.com> wrote: > ** > > Hoping someone can help me out! > > > > We have implemented SRM and we are having a intermittent problem with the > data from the questions not being saved and creating Blank Requests. Has > anyone else seen this issue and if so, help to guide me where to look? > > > > All of our service categories are simple flows – 1 Request to 1 work > order. It occurs with any one of the service categories, so no one > specific one is the problem > > > > Our environment: > > > > ARS: AR Server 7.5 .00 Patch 002 > Atrium CMDB: 7.5 .00 Patch 005 > ITSM: 7.5 .01 Patch 001 > SRM: 7.6.00 Patch 001 > Database : SQL 2005 version 5.2.3790 > > > > Anyone’s help will be greatly appreciated! > > > > Thanks > > christine > > > > > > * > > > This e-mail and any files transmitted with it may contain confidential > information and is intended solely for use by the individual to whom it is > addressed. If you received this e-mail in error, please notify the sender, > do not disclose its contents to others and delete it from your system. > > * > > _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ -- Jst gimmee a Break.. -9964607234 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Re: SRM - Blank requests
Check the question character length on the SRD, I believe the max is 254 char. We had this issue and that was the culprit. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Re: SRM - Blank requests
Are you using Advanced Interface Forms? If you're using standard SRM SRDs and AOTs I would look at the mappings on the SRD first. Also you didn't mention whether the Service Request record gets created successfully, or if it's messed up from the beginning. I've had issues with the mapping from the Service Request to the Work Order on a really old version of SRM, I think 2.1, but only for an AIF at that point. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Christine Milton Hall Sent: Friday, September 28, 2012 9:31 AM To: arslist@ARSLIST.ORG Subject: SRM - Blank requests ** Hoping someone can help me out! We have implemented SRM and we are having a intermittent problem with the data from the questions not being saved and creating Blank Requests. Has anyone else seen this issue and if so, help to guide me where to look? All of our service categories are simple flows - 1 Request to 1 work order. It occurs with any one of the service categories, so no one specific one is the problem Our environment: ARS: AR Server 7.5 .00 Patch 002 Atrium CMDB: 7.5 .00 Patch 005 ITSM: 7.5 .01 Patch 001 SRM: 7.6.00 Patch 001 Database : SQL 2005 version 5.2.3790 Anyone's help will be greatly appreciated! Thanks christine * This e-mail and any files transmitted with it may contain confidential information and is intended solely for use by the individual to whom it is addressed. If you received this e-mail in error, please notify the sender, do not disclose its contents to others and delete it from your system. * _attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers Are"_ Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
SRM - Blank requests
Hoping someone can help me out! We have implemented SRM and we are having a intermittent problem with the data from the questions not being saved and creating Blank Requests. Has anyone else seen this issue and if so, help to guide me where to look? All of our service categories are simple flows - 1 Request to 1 work order. It occurs with any one of the service categories, so no one specific one is the problem Our environment: ARS: AR Server 7.5 .00 Patch 002 Atrium CMDB: 7.5 .00 Patch 005 ITSM: 7.5 .01 Patch 001 SRM: 7.6.00 Patch 001 Database : SQL 2005 version 5.2.3790 Anyone's help will be greatly appreciated! Thanks christine * This e-mail and any files transmitted with it may contain confidential information and is intended solely for use by the individual to whom it is addressed. If you received this e-mail in error, please notify the sender, do not disclose its contents to others and delete it from your system. * ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"