Hi Jamie:
Yes, we saw the same behavior. Thankful that we were able to catch this in
the "test" environment prior to moving this into production. Once they are
gone, they are gone... :-(
The key here is this:
If you have a CI related to a change request and you have impacted areas....
When you delete an impacted area from that change request, it deletes the
impacted areas from ALL change requests that had that CI related to it
previously. Yes, that is right..... The one you just modified plus all
previous change requests have their impacted areas deleted.
We tracked it down to the following code that was incorrect:
Filter: CHG:CRQ:DeleteImpactedArea
On the push action, it should read:
('ReconciliationIdentity' = $Request ID01$) AND ('Infrastructure Change ID'
= $Request ID02$) ..... (I typed this, so the format might not be exact)
That's the fix, we found. As far as your missing impacted areas....
Unfortunately they are gone. To manage this until you can make the above
change, don't let anyone remove any impacted areas from any change requests
until you implement the above fix. Otherwise the problem gets worse..
Terry
-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jamie
Sent: June-11-15 12:38 PM
To: arslist@ARSLIST.ORG
Subject: Help: Impacted Area Associations Deleted on Change Tickets
We currently have a Change Rule in place that requires a technician to add
an impacted area to the change before they can submit it or modify it.
Yesterday (6/10) our changes were fine and had the impacted areas associated
with them. Early this morning we identified that some how our impacted
areas were deleted on at least hundreds of change tickets (possibly more).
I was able to do a query that found for changes created since June 1st, the
following change tickets no longer have impacted areas associated with them:
54 Completed
32 Scheduled
29 Planning In Progress
16 Scheduled For Approval
11 Scheduled For Review
7 Draft
6 Cancelled
3 Implementation In Progress
2 Closed
However, not all changes lost their impacted area associated. I personally
had a couple of changes assigned to me with impacted areas. One of them
still has the impacted areas, while the other does not.
I have reviewed our escalations and the escalations and nothing really jumps
out. Has anyone else see this happen?
ARS: 8.1.01
ITSM: 8.1.01
CMDB: 8.1.01
Midtier: Windows 2008 R2
ARS App: Sun Solaris
Database: Oracle
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