Yes, we ran into this issue and debated it with BMC but it is working 'as designed'. The only thing we could do with it is route the Work Order to the Service Desk and have them update the back office entry accordingly.
-----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of SCOTT PHILBEN Sent: Friday, April 03, 2009 8:02 AM To: arslist@ARSLIST.ORG Subject: SRM and Reopening Inicdents All: I have SRM 2.2 patch 002 and I have an existing Request which created an Incident. When the Support Person Resolves the Incident, a Survey request is created for the User. When the User fills in the Survey and selects the "Reopen the Service Request" option shouldn't the system reopen the Service Request as well as the related Incident? Right now it does not appear to. And reading the Admin guide for SRM I see this: If a service request is reopened, SRM does not reopen the original back-office requests that were part of the request fulfillment process. Instead, SRM creates a new work order. What? I am not even using Work Orders! I want the Incident to be reopened! Does this sound right? Has anyone else tried this? Please let me know... -scott philben _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
