Re: SRM Issue
Hi Listers, I believe this is defect in SRM 7.6.04 SP2 and fixed in SP4. Scenario : Attachment added from fulfillment request in not accessible from Request Entry console (SRS:ServiceRequestConsole), where as the same can be opened from Request Details tab(SRS:RequestDetails form). When we click on attachment, the active link SRS:SRC:ListenerToEventFrom_WorkLogViewField0 sets the attachment source form name and attachment instance id in order to open the attachment. But here when we click upon the attachment from Request Entry form the above mentioned active link not able to set AttachmentSourceFormName field value. Since the concerned field missing from the form SRS:Service Request Console, this active link not able to set the value which in turn not able to open the attachment. Solution: Add a new character field to the form SRS:ServiceRequestConsole with following attributes will resolve the issue. Field Name: AttachmentSourceFormName Field ID : 304309590 Permissions: General acces - View ; Public - change Display - visible : False DataBase field Name : AttachmentSourceFormName Label : AttachmentSourceFormName This might me bug for the SP2 version i fixed in SP4. If any one found defect/bug with BMC please reply back. Regards, Prawin. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: SRM Issue
Hello Raj, What Patch level you are on for SRM 7.6.04, We have seen such issue with unpatch version of 7.6.04 and all of them got corrected in 7.6.04 sp4. Also when you adding an attachment, do you select the internal or Public? when you select public (radio button), it will be display within activity log. ~ Vaibhav On Mon, Apr 12, 2010 at 4:25 PM, Raj rajkumar.pad...@vyomlabs.com wrote: Hi, I am facing the following issue, In SRM external customer users are unable to view attachments in the activity log. Thanks in advance. Regards, Rajkumar __**__** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 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: SRM Issue
Is this something that users are able to view the attachment, but when they click on the attachment then nothing happens? If this is the issue then there is a defect SW00440310 which might be applicable to your case. SW00440310 - If anyone other than the requester adds the attachment to the work order then the requester is not able to open the attachment from the Request entry console. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of vaibhav wadekar Sent: Tuesday, 16 April 2013 4:35 AM To: arslist@ARSLIST.ORG Subject: Re: SRM Issue ** Hello Raj, What Patch level you are on for SRM 7.6.04, We have seen such issue with unpatch version of 7.6.04 and all of them got corrected in 7.6.04 sp4. Also when you adding an attachment, do you select the internal or Public? when you select public (radio button), it will be display within activity log. ~ Vaibhav On Mon, Apr 12, 2010 at 4:25 PM, Raj rajkumar.pad...@vyomlabs.commailto:rajkumar.pad...@vyomlabs.com wrote: Hi, I am facing the following issue, In SRM external customer users are unable to view attachments in the activity log. Thanks in advance. Regards, Rajkumar ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org 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
Re: SRM Issue
Hi Tauf , We have SRM with version 7.6.04 and here external means the clients using SRM through internet and when they tried to open attachments of their own requests it is not visible to them. I have tried your suggestion every thing looks fine. I am not getting what is the problem. Thanks, Rajkumar On 4/12/2013 4:00 AM, Tauf Chowdhury wrote: Raj, More info needed. Start with version. Then, what does external mean? Are these people who have access to remedy and SRM? Are they coming in through the internet? Are they looking at their own requests? Here's a few things that cause attachment issues sometimes: 1: Make sure pop up blockers are disabled. 2: Check to see that when they log into remedy (using IE), it is a trusted site or local intranet. I've seen issues where if it is Public Internet, attachments don't show up. Really, this is because of some underlying security option that is checked and is less restrictive. Sent from my iPhone On Apr 12, 2013, at 6:53 AM, Raj rajkumar.pad...@vyomlabs.com wrote: Hi, I am facing the following issue, In SRM external customer users are unable to view attachments in the activity log. Thanks in advance. Regards, Rajkumar ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: SRM Issue
So can you go into more detail on not visible to them? Do they see the activity log entry and then the attachment table? Do they then click on it and then nothing happens? Or a window opens and nothing is displayed? What browser are you using and did you try a different browser? Sent from my iPhone On Apr 13, 2013, at 4:29 AM, Raj rajkumar.pad...@vyomlabs.com wrote: Hi Tauf , We have SRM with version 7.6.04 and here external means the clients using SRM through internet and when they tried to open attachments of their own requests it is not visible to them. I have tried your suggestion every thing looks fine. I am not getting what is the problem. Thanks, Rajkumar On 4/12/2013 4:00 AM, Tauf Chowdhury wrote: Raj, More info needed. Start with version. Then, what does external mean? Are these people who have access to remedy and SRM? Are they coming in through the internet? Are they looking at their own requests? Here's a few things that cause attachment issues sometimes: 1: Make sure pop up blockers are disabled. 2: Check to see that when they log into remedy (using IE), it is a trusted site or local intranet. I've seen issues where if it is Public Internet, attachments don't show up. Really, this is because of some underlying security option that is checked and is less restrictive. Sent from my iPhone On Apr 12, 2013, at 6:53 AM, Raj rajkumar.pad...@vyomlabs.com wrote: Hi, I am facing the following issue, In SRM external customer users are unable to view attachments in the activity log. Thanks in advance. Regards, Rajkumar ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 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
SRM Issue
Hi, I am facing the following issue, In SRM external customer users are unable to view attachments in the activity log. Thanks in advance. Regards, Rajkumar ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: SRM Issue
Raj, More info needed. Start with version. Then, what does external mean? Are these people who have access to remedy and SRM? Are they coming in through the internet? Are they looking at their own requests? Here's a few things that cause attachment issues sometimes: 1: Make sure pop up blockers are disabled. 2: Check to see that when they log into remedy (using IE), it is a trusted site or local intranet. I've seen issues where if it is Public Internet, attachments don't show up. Really, this is because of some underlying security option that is checked and is less restrictive. Sent from my iPhone On Apr 12, 2013, at 6:53 AM, Raj rajkumar.pad...@vyomlabs.com wrote: Hi, I am facing the following issue, In SRM external customer users are unable to view attachments in the activity log. Thanks in advance. Regards, Rajkumar ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 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: SRM - Issue with Draft Records (ARERR-150)
Hi, There can be a situation such as some customized macro is running while opening SR in draft mode which needs login info (Server name). While searching for resolution of this issue I got this work around. So please check that is this useful ? Regarding ARERR 150 - A server name must be supplied in the control record. The server field of the ARControlStruct parameter is empty. Supply the name of the server to reference in this field. Solution ARERR150 indicates that a server name reference that is required is missing. You may have recorded a macro and when recording it you had the prompt for log in turned on in the User Tool (In server info. -System - General - Server Information - Configuration tab ). Now when you run the macro it is looking for a server name and one is not supplied in the config file, or there was a config/utconfig file referenced, however that file is either no longer available or does not have a server name present. To solve this problem, you can either re-record the macro and include a login action, or with Prompt for login turned off log into the user tool to create a new config/utconfig file with appropriate information. The Prompt for Login option can also be constrained by a server setting which can be adjusted in Remedy Administrator. Make sure the server is configured to handle the Prompt for login situation By Preference -- then you will be able to properly configure the user tool. HTH -- Regards, Mayur Vyom Labs Pvt. Ltd. BSM Solutions Services || ITIL Consulting Training Email: [hidden email] http://ars-action-request-system.1093659.n2.nabble.com/user/SendEmail.jtp?t ype=nodenode=7583733i=0 || Web Site: www.vyomlabs.com Follow Vyom Labs http://twitter.com/#!/vyomlabs http://twitter.com/#%21/vyomlabs || http://www.linkedin.com/company/vyom-labs From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mohamed Abdelaziz Sent: Thursday, November 01, 2012 3:24 AM To: arslist@ARSLIST.ORG Subject: SRM - Issue with Draft Records (ARERR-150) ** Hello, As part of SRDs migration, I migrated all records we have in CFG Configuration AIF form from Dev to QA using arx format. Then, migrated all SRDs and related workflow. Now, everything seems to be working fine except when attempting to open an SR in Draft, I receive ARERR 150 A server name must be supplied in the control record. When I add the server name to the AIF configuration form, it works and let me open a Draft SR. However, upon closing the form, the AR Object List form pops up. I tried to delete the record from CFG AIF form and recreate it, but still behaves the same way. Has anyone encountered this issue before? Would really appreciate it if anyone can shed some light on what needs to be done to fix this issue. Thanks in Advance, Mohamed _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 - Issue with Draft Records (ARERR-150)
Hello, This looks like an edited version of BMC KA360782. Cheers, John ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: SRM - Issue with Draft Records (ARERR-150)
Correction KA331904 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
SRM - Issue with Draft Records (ARERR-150)
Hello, As part of SRDs migration, I migrated all records we have in CFG Configuration AIF form from Dev to QA using arx format. Then, migrated all SRDs and related workflow. Now, everything seems to be working fine except when attempting to open an SR in Draft, I receive ARERR 150 A server name must be supplied in the control record. When I add the server name to the AIF configuration form, it works and let me open a Draft SR. However, upon closing the form, the AR Object List form pops up. I tried to delete the record from CFG AIF form and recreate it, but still behaves the same way. Has anyone encountered this issue before? Would really appreciate it if anyone can shed some light on what needs to be done to fix this issue. Thanks in Advance, Mohamed ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: SRM Issue
You could a build a Menu based question that queries CTM:People using the keyword $USER$ and have the user chose the value from the drop-down. But if the information is strictly for fulfillment purpose, the forms (Incident, Work Order, Change etc..) already have additional details (apart from what is displayed on Request Entry Console) and if needed, you can add more fields and a simple set fields filter action to populate the information. Thanks Mahesh On Fri, Dec 9, 2011 at 11:33 AM, Veeral Oza veer...@gmail.com wrote: ** Hi All, Need some help to figure out an SRM issue. ARS 7604 SP2 ITSM 7604 SP2 SRM 7604 SP2 As seen in the attached screen shot, the marked red section is the requester details, getting populated from CTM:People. There is a requirement to add few more People attributes in the marked red section. I want to avoid the use of AIFs. The entire submit request screen is a DVF field which is not easy to customize. I would like to know if there is a way to add more attributes in the marked red section and get them populated with CTM:People data of the requester. I also did some research and found that jar files must be modified to achieve this kind of customization. Need to know if there is another way. Regards, Veeral Oza _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 Issue
(ADV: Recommends looking at Kinetic Request if SRM becomes problematic) Generically speaking - I would take off Quantity as a question -- it does not make sense. All questions should be relevant - else -- you are confusing people. I mean - am I supposed to put a number in there? -- Does it auto increment? If I want a domain name - is the quantity the # of machines in the alias ??? Rule #1: Make things as simple as possible, but not any simpler. Also - the new questions you are planning to ask generically -- do ALL forms need these new questions? I don't think you have the luxury of hiding and showing those generics in BMC SRM. If you run into roadblocks -- check out: http://www.kineticdata.com/Products/KineticRequest/index.html (The Wolf of Request Management) (The Wolf - as in Pulp Fiction -- comes in and cleans up a big mess) http://www.youtube.com/watch?v=ANPsHKpti48 -John On Fri, Dec 9, 2011 at 11:33 AM, Veeral Oza veer...@gmail.com wrote: ** Hi All, Need some help to figure out an SRM issue. ARS 7604 SP2 ITSM 7604 SP2 SRM 7604 SP2 As seen in the attached screen shot, the marked red section is the requester details, getting populated from CTM:People. There is a requirement to add few more People attributes in the marked red section. I want to avoid the use of AIFs. The entire submit request screen is a DVF field which is not easy to customize. I would like to know if there is a way to add more attributes in the marked red section and get them populated with CTM:People data of the requester. I also did some research and found that jar files must be modified to achieve this kind of customization. Need to know if there is another way. Regards, Veeral Oza _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ -- John David Sundberg 235 East 6th Street, Suite 400B St. Paul, MN 55101 (651) 556-0930-work (651) 247-6766-cell (651) 695-8577-fax john.sundb...@kineticdata.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: SRM issue with Incident SRDs
I though about doing it that way, but the Incident type is not a field available in the AOT for me to map and set. Do you recall if you were on SRM 7.6.4? this is the version that we're on. Thanks for any addiitonal help you can provide. Maria Calabrese Bose Corporation ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: SRM issue with Incident SRDs
You can always add the field if it is not available in your AOT field mapping. The guide should be able to help you with that. It's fairly simple to do. While you're in there, you may want to add the Product Categorization 2, 3, and Product Name as well. If I remember correctly, those are not available out of the box. (Don't ask why) :) -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Maria Calabrese Sent: Tuesday, September 27, 2011 12:38 PM To: arslist@ARSLIST.ORG Subject: Re: SRM issue with Incident SRDs I though about doing it that way, but the Incident type is not a field available in the AOT for me to map and set. Do you recall if you were on SRM 7.6.4? this is the version that we're on. Thanks for any addiitonal help you can provide. Maria Calabrese Bose Corporation ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ** This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: SRM issue with Incident SRDs
I just ran into this today. This is by design since the incident was created from a Service Request. You shouldn't hard code anything. A true incident User Service Restoration should be created directly from the Incident Management application. Regards, Moe. -Original Message- From: Chowdhury, Tauf [mailto:tauf.chowdh...@frx.com] Sent: Monday, September 26, 2011 3:30 PM Subject: Re: SRM issue with Incident SRDs Maria, I've seen this issue and what I've had to do is hard code the mapping for that field within your AOT after you relate the template to it. So when you define the fields that will map to your variables in the PDT, pick Incident Type, but set a default value of whatever it is you want. If you want to make it dynamic, you can always add it without a value in the AOT and then map a variable that you can then hard code or set via a question using your SRD question mapping step. Hope this doesn't confuse you... -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Maria Calabrese Sent: Monday, September 26, 2011 2:49 PM To: arslist@ARSLIST.ORG Subject: SRM issue with Incident SRDs Currently working on the implementation of SRM 7.6.4 (within the ITSM suite) I am setting up Service Request Definitions for Incidents. So far I have done the following: Created an Incident template, which sets the Incident type to User Service Restoration Created an AOT and registered the template to it, which createds an Incident record. Created a PDT Created the SRD When I submit the Service Request, the Incident type field shows as User Service Request instead of User Service Restoration. Has anyone come accross this issue? If you have Incident SRDs, what is the Incident Type being set to, and how are you accomplishing that? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ** This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: SRM issue with Incident SRDs
Moe, I disagree. If you have an SRD setup specifically so that users can report an issue with their laptop... The screen is cracked for example, then an IT organization may consider that an automatic incident classified as a User Service Restoration. In our organization, there are different service levels attached depending on if the incident is categorized as a service request or restoration. There is definitely a need to be able to map this. -Original Message- From: Action Request System discussion list(ARSList) on behalf of Gmail Sent: Tue 9/27/2011 10:17 PM To: arslist@ARSLIST.ORG Subject: Re: SRM issue with Incident SRDs I just ran into this today. This is by design since the incident was created from a Service Request. You shouldn't hard code anything. A true incident User Service Restoration should be created directly from the Incident Management application. Regards, Moe. -Original Message- From: Chowdhury, Tauf [mailto:tauf.chowdh...@frx.com] Sent: Monday, September 26, 2011 3:30 PM Subject: Re: SRM issue with Incident SRDs Maria, I've seen this issue and what I've had to do is hard code the mapping for that field within your AOT after you relate the template to it. So when you define the fields that will map to your variables in the PDT, pick Incident Type, but set a default value of whatever it is you want. If you want to make it dynamic, you can always add it without a value in the AOT and then map a variable that you can then hard code or set via a question using your SRD question mapping step. Hope this doesn't confuse you... -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Maria Calabrese Sent: Monday, September 26, 2011 2:49 PM To: arslist@ARSLIST.ORG Subject: SRM issue with Incident SRDs Currently working on the implementation of SRM 7.6.4 (within the ITSM suite) I am setting up Service Request Definitions for Incidents. So far I have done the following: Created an Incident template, which sets the Incident type to User Service Restoration Created an AOT and registered the template to it, which createds an Incident record. Created a PDT Created the SRD When I submit the Service Request, the Incident type field shows as User Service Request instead of User Service Restoration. Has anyone come accross this issue? If you have Incident SRDs, what is the Incident Type being set to, and how are you accomplishing that? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ** This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ** This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11
SRM issue with Incident SRDs
Currently working on the implementation of SRM 7.6.4 (within the ITSM suite) I am setting up Service Request Definitions for Incidents. So far I have done the following: Created an Incident template, which sets the Incident type to User Service Restoration Created an AOT and registered the template to it, which createds an Incident record. Created a PDT Created the SRD When I submit the Service Request, the Incident type field shows as User Service Request instead of User Service Restoration. Has anyone come accross this issue? If you have Incident SRDs, what is the Incident Type being set to, and how are you accomplishing that? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: SRM issue with Incident SRDs
Maria, I've seen this issue and what I've had to do is hard code the mapping for that field within your AOT after you relate the template to it. So when you define the fields that will map to your variables in the PDT, pick Incident Type, but set a default value of whatever it is you want. If you want to make it dynamic, you can always add it without a value in the AOT and then map a variable that you can then hard code or set via a question using your SRD question mapping step. Hope this doesn't confuse you... -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Maria Calabrese Sent: Monday, September 26, 2011 2:49 PM To: arslist@ARSLIST.ORG Subject: SRM issue with Incident SRDs Currently working on the implementation of SRM 7.6.4 (within the ITSM suite) I am setting up Service Request Definitions for Incidents. So far I have done the following: Created an Incident template, which sets the Incident type to User Service Restoration Created an AOT and registered the template to it, which createds an Incident record. Created a PDT Created the SRD When I submit the Service Request, the Incident type field shows as User Service Request instead of User Service Restoration. Has anyone come accross this issue? If you have Incident SRDs, what is the Incident Type being set to, and how are you accomplishing that? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ** This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: SRM issue
Dear Christine, Thanks for helping me. The issue is fixed, Issue was with the connection to the INC module. I reconfigured the connection details in the CAI Application Registry form and it worked. Thanks and Regards, Prasanth.p | Remedy Team| VOIP:1113 | Mob : +91 999 559 5875 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Christine Sent: Friday, July 23, 2010 12:50 AM To: arslist@ARSLIST.ORG Subject: Re: SRM issue Prasanth, I've had this happen in the past and it took me a bit to find the fix for our environment. Below is how I have our environment working. I should say I have this working without official training or much Remedy experience. There may be a better way to do this. The SRD has Nav Cats 1, 2 and 3. The same Cats have to exist and be enabled on the Operational Company Relationship form On the Assignment Configuration form there needs to be a record where the Op Cat fields match the Cat fields on the SRD and the Operational Company Relationship record. Actually, I have two records for the Op Cats in the Assignment form. One is for categorization on the SR. This record has the Event defined as Service Request Assignee with a Sort Order of 0. The second Assignment record is to create the INC and the Event is defined as -General- with a Sort Order of 1. On both Assignment records I have only the Company defined in the Contact (Order 1) and Location (Order 2) sections. In the Product Cat (Order 4) Section I have all those fields empty. (I credit our IBM support at the time for helping me with the Sort Order and how it affected assignment) I hope this helps. We experienced this on INC and CHG (Don't use WO) and the above fixed the issue for us. - Christine On Jul 22, 9:26 am, Prasanth Prabhakaran (UST, IND) prasanth.prabhaka...@ust-global.com wrote: Hi, We are facing a strange issue with SRM, sometimes INC and WO are not creating and sometime WO is creating but INC is not. Anybody know what is the reason ? Thanks and Regards, Prasanth.p __ _ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
SRM issue
Hi, We are facing a strange issue with SRM, sometimes INC and WO are not creating and sometime WO is creating but INC is not. Anybody know what is the reason ? Thanks and Regards, Prasanth.p ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: SRM issue
If you are an admin, you should be able to go into the Service request details Process view and see what error was caused on those specific service request. From experience, it could be a drop down menu selection mapping issue that is invalid in your service request. Are you using a standard SRD or advanced form? In any case, I would start by looking at what error was triggered on the specific service request. Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Mobile:646.483.2779 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Prasanth Prabhakaran (UST, IND) Sent: Thursday, July 22, 2010 12:27 PM To: arslist@ARSLIST.ORG Subject: SRM issue Hi, We are facing a strange issue with SRM, sometimes INC and WO are not creating and sometime WO is creating but INC is not. Anybody know what is the reason ? Thanks and Regards, Prasanth.p _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ** This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: SRM issue
Prasanth, I've had this happen in the past and it took me a bit to find the fix for our environment. Below is how I have our environment working. I should say I have this working without official training or much Remedy experience. There may be a better way to do this. The SRD has Nav Cats 1, 2 and 3. The same Cats have to exist and be enabled on the Operational Company Relationship form On the Assignment Configuration form there needs to be a record where the Op Cat fields match the Cat fields on the SRD and the Operational Company Relationship record. Actually, I have two records for the Op Cats in the Assignment form. One is for categorization on the SR. This record has the Event defined as Service Request Assignee with a Sort Order of 0. The second Assignment record is to create the INC and the Event is defined as -General- with a Sort Order of 1. On both Assignment records I have only the Company defined in the Contact (Order 1) and Location (Order 2) sections. In the Product Cat (Order 4) Section I have all those fields empty. (I credit our IBM support at the time for helping me with the Sort Order and how it affected assignment) I hope this helps. We experienced this on INC and CHG (Don't use WO) and the above fixed the issue for us. - Christine On Jul 22, 9:26 am, Prasanth Prabhakaran (UST, IND) prasanth.prabhaka...@ust-global.com wrote: Hi, We are facing a strange issue with SRM, sometimes INC and WO are not creating and sometime WO is creating but INC is not. Anybody know what is the reason ? Thanks and Regards, Prasanth.p ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: SRM issue
Many problems are because of no system assignments so it fails at the time it tries to find an automatic assignment to create the INC or in your case INC or WO.. Joe From: Prasanth Prabhakaran (UST, IND) prasanth.prabhaka...@ust-global.com To: arslist@ARSLIST.ORG Sent: Thu, July 22, 2010 12:26:36 PM Subject: SRM issue ** Hi, We are facing a strange issue with SRM, sometimes INC and WO are not creating and sometime WO is creating but INC is not. Anybody know what is the reason ? Thanks and Regards, Prasanth.p ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: SRM issue
Look into the records in CAI:Events and see the value for Return Code and Return Message. Thanks Mahesh On Thu, Jul 22, 2010 at 11:26 AM, Prasanth Prabhakaran (UST, IND) prasanth.prabhaka...@ust-global.com wrote: ** Hi, We are facing a strange issue with SRM, sometimes INC and WO are not creating and sometime WO is creating but INC is not. Anybody know what is the reason ? Thanks and Regards, Prasanth.p _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
