Yep, that's my opinion. Actually, I have in the past on other jobs disabled
Copy to New entirely or allowed its use only in Search mode by
APP-Administrator.
Besides when using Copy to New in Modify mode, a real problem can arise in
some uses of the system because the 'InstanceID' field is not uniquely
indexed in HPD:HelpDesk.
BMC has this as defect SW00262889.
On 7/17/07, Roger Justice <[EMAIL PROTECTED]> wrote:
** Copy to new should only be used when the user is in the search mode and
starts entering a New ticket. There are to many fields both visible and
hidden when you use copy to new from an existing ticket that can and will
cause problems.
-----Original Message-----
From: Bob Rowe < [EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Tue, 17 Jul 2007 11:50 am
Subject: Help Desk tickets and Copy to New -- Problem
** AR Server 6.3
ITSM 6
Oracle
My understanding of the process of relating CI's to HD tickets is that the
InstanceID does the work. The HD ticket finds a related asset's InstanceID
in the SHR:Association form while an asset with a related HD ticket keeps
the HD ticket's instance ID in the related items table's hidden InstanceID
column.
When a HD user does a Copy To New, the HD ticket's InstanceID is
duplicated. BMC:BMC_AssetBase has a unique index on InstanceID, but HD does
not (index, yes; unique, no).
The problem is, the asset related to a HD ticket does not pick up on the
second, copied-to-new HD ticket, not even if the HD user relates the asset
again. The system seems to find the InstanceID's, but works only with the
first one it encounters.
I checked the archives and found only one somewhat related thread. This
concerned creating tasks for a ticket that had not yet been saved; the
advice was to crate a GUID and use that, but I'm not sure that would help
us.
We could write workflow to create a new InstanceID for the new HD ticket
copy, but could we be certain the new InstanceID is unique? Or does that
even matter at this point?
Thanks.
--
Bob Rowe, Remedy Action Request System Development and Administration
[EMAIL PROTECTED]
"The golden rule is to test everything in the light of reason and
experience, no matter from where it comes."
Mohandas K. Gandhi
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Bob Rowe, Remedy Action Request System Development and Administration
[EMAIL PROTECTED]
"The golden rule is to test everything in the light of reason and
experience, no matter from where it comes."
Mohandas K. Gandhi
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