I experienced this same issue in SRM 2.2 on ARS 7.5 and per support it was a
known defect that should have been resolved in version 7.6.
Below is an excerpt of the conversation i had with support, but I would raise a
ticket with them to confirm that the defect was resolved.
On your
Had this exact problem with any incident generated via the
HPD_IncidentInterfaceCreate form
Here is what I found
Have a client company for which the incident rule setting 'Create Request on
submit' is set to Yes.
When incidents are submitted for this client via the Help Desk Incident
Kevin is THE MAN!!!
This appears to do the trick.
I looked at INT:SRMHPD:INC:UpdateRequest_99_SetSRAppRegistryGUID a million
times had mixed results tinkering with it, but never once did I even
consider the associated forms.
Thanks for coming through.
On Wed, Jul 20, 2011 at 9:52 AM, Kevin
SRM 7.6
ITSM 7.5
We recently installed SRM 7.6 on ITSM 7.5.
All of the requests are creating incidents. However, not all of the
incidents are creating requests.
The incidents which do not create requests are submitted via email. The
emails still generate incidents, but not corresponding
To: arslist@ARSLIST.ORG
Subject: Incidents do not always create a corresponding request
**
SRM 7.6
ITSM 7.5
We recently installed SRM 7.6 on ITSM 7.5.
All of the requests are creating incidents. However, not all of the
incidents are creating requests.
The incidents which do
*To:* arslist@ARSLIST.ORG
*Subject:* Incidents do not always create a corresponding request
** **
**
SRM 7.6
ITSM 7.5
We recently installed SRM 7.6 on ITSM 7.5.
** **
All of the requests are creating incidents. However, not all of the
incidents are creating
I think Create is supposed to be CREATE.
-Original Message-
From: Boyd, Rebecca boy...@wfu.edu
To: arslist arslist@ARSLIST.ORG
Sent: Tue, Jul 19, 2011 3:21 pm
Subject: Re: Incidents do not always create a corresponding request
** Your memory is correct. Alas, I do have that checked
@ARSLIST.ORG
*Subject:* Re: Incidents do not always create a corresponding request
** **
**
Memory is fuzzy but I think that on the interface form, there is a field
under the SRM section called, ‘Create Request’ with the values Yes and No.
** **
*From:* Action Request
, Jul 19, 2011 3:21 pm
Subject: Re: Incidents do not always create a corresponding request
** Your memory is correct. Alas, I do have that checked.
There is also a z1D_Command field in this section where I'm entering a
value of Create - I think that's right but I'm not sure.
On Tue, Jul 19
z1D_Action = CREATE
Flag_Create_Request = Yes
Created_From_flag = Incident
From: Boyd, Rebecca boy...@wfu.edu
To: arslist@ARSLIST.ORG
Sent: Tuesday, July 19, 2011 11:52 AM
Subject: Incidents do not always create a corresponding request
**
SRM 7.6
ITSM 7.5
We recently installed SRM 7.6
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