All: SRM 2.2 patch 002 ITSM 7.3 patch 009
I recently was tasked to add an "Asset Tag" field to SRM that would ask the User for his Asset Tag and then pass the data to the Incident and create a relationship to the affected asset (if there is one) on the Relationships Tab. I was able to use some temporary display only fields to do the work (since I didn't want to add any fields to the form) on the HPD:Help Desk form (plus a couple of filters) but when I tried to create a field in SRM to capture the data and pass it on to Incident, I got nothing but errors (ARERR 311 to be exact). So I worked with BMC to find out why. It turns out that not only do you have to configure SRM to use a specific field on the Incident form, which is fairly not straightforward, you have to update the HPD:Help Desk staging form (which sits between SRM and HPD:Help Desk) and update a Filter that pushes the staging form data to Incident. Needless to say, none of this is documented. And (shocker!) BMC doesn't even follow its own recommendations when it comes to staging forms or filter creation (they have the "Matching IDs" option for a reason). So, to make it less painful for the next person, I wrote it all up in a little document which I would like to attach to this post. But I can't. So if anyone else out there would like a copy of the Word doc, let me know. -scott philben sphil...@mac.com _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
