I've checked many Incidents on our system (ITSM 7.0.01.002) and see they match up as they're supposed to. The only thing was that it didn't always catch the Customer Communication entry that states the Incident was created from the Requester Console.
- Greg -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Tuesday, January 15, 2008 3:46 PM To: arslist@ARSLIST.ORG Subject: Incident form, Work Info History counters Is it just my test system (ITSM 7.0.02.006), or has anyone else noted that there is a general inconsistency between the number of actual Work Info entries of each Communication Type (Inbound and Outbound) and the totals that displayed in the two Work Info History counters on the Incident form?? I was trying to figure out how to update these counters on the Incident (HPD:Help Desk) form - when I create new Work Info entries directly into the HPD:WorkLog form for a given incident using Kinetic Request, but after looking at existing tickets updated directly in the Incident form (or from the Requester Console interface), the counter numbers don't add up anyway. I was concerned that the statistics would not match the numbers and types of Work Info entries once customers start adding Inbound entries from my Kinetic interface, but it looks like the Incident module has already ensured that they won't add up with its OOTB work flow. Are these counters working correctly on anyone's test or deployed Incident Management 7.x system??? Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
