Yes, that was one of the problems with the inbound counts on our system. Anyway, I created a custom filter that fires when a new record is submitted to HPD:WorkLog from the Kinetic interface, and pulls the current count for Inbound from the matching Incident form, increments it + 1, and pushes it back. This actually triggers the OOTB filters that maintain the Inbound/Outbound count on the Incident form, and has actually corrected some of the values that were wrong.
Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Orndorff, Greg > Sent: Friday, January 18, 2008 12:06 PM > To: arslist@ARSLIST.ORG > Subject: Re: Incident form, Work Info History counters > > 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" > > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
