Environment :: Full ITSM 8.1, Core 8.1, SRM 8.1,Knowledge 8.1,CMDB 8.1 on Windows 2008 and SQL Server 2008.
Hi Folks. We have a requirement to remove the "Cancelled" status from the Incident Application. Unfortunately this has a knock on effect I that when a Service Request (From SRM) is cancelled by the customer, it does not update the Incident application (Sets Status to NULL) I can see that when the user presses the "Cancel" button on the SRM screen, an Active link (SRM:AOI:CancelStatus_ByParent_CancelApp) sets the field "zParamCommand" to "SRM_IN_APP_REQUEST_CANCEL" which I assume is what is pushing the cancelled request through to the incident. So I changed this to "SRM_IN_APP_REQUEST_RESOLVED", but it still does not update the incident. Has anyone faced into this or know a way to resolve this. In a nutshell, when I user presses cancel on the SRM screen, I just want to resolve the incident. Many thanks Kind regards Jacques Andre | Senior Software Engineer - BMC Remedy Savvis, A CenturyLink Company Wokingham, Berkshire, United Kingdom This message contains information which may be confidential and/or privileged. Unless you are the intended recipient (or authorized to receive for the intended recipient), you may not read, use, copy or disclose to anyone the message or any information contained in the message. If you have received the message in error, please advise the sender by reply e-mail and delete the message and any attachment(s) thereto without retaining any copies. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
