Peter, I just confirmed your findings. I am on RKM7.2 with the latest patch.
If there is no carriage return, the fields populate on the mid tier. If there is, NULL! Tauf Chowdhury Analyst, Service Management Office: 631.858.7765 Mobile:646.483.2779 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Lammey, Peter A. Sent: Friday, April 24, 2009 4:19 PM To: arslist@ARSLIST.ORG Subject: Discovered bug with RKM 7.2 ** I discovered a bug when using the Incident Management 7.02 integration with BMC Knowledge Management 7.2. Not sure if others out there have RKM 7.2 but here is how you can replicate the bug: 1. Open an incident in the Remedy User client that has at least one carriage return in the Summary field, Notes field, or Resolution field 2. Click on the button "Create Knowledge Base Entry" on the Resolution tab of the incident. At this point you should notice that the contents of your Incident are populated into the RKM web article window correctly. Now follow these steps when logged into your Mid Tier: 1. Open the same incident you opened before in the Remedy User client 2. Click on the "Create Knowledge Base Entry" on the Resolution tab of the incident. You should notice that the contents of the incident are NOT populated into the RKM web article window. I was able to verify this with certainty. It seems to be an issue with the REPLACE command used in the active link KMS:HD:Create_KB_Solution. In this active link, there is a Push fields action that pushes to the KMS:DataExchange form and pushes xml coding and other data from the incident to a "Data" field on this form. Inside the Value being passed to the Data field you can see there are various REPLACE commands that try to replace a carriage return with a "<BR>". This workflow apparently works fine with a incident with carriage returns if fired from the Remedy User tool but not for the Mid Tier. Am I going crazy or is this clearly a server or application issue? ARS 7.01 patch 005 Mid Tier 7.1 patch 003 BMC Knowledge Management 7.02.00.1417 Thanks Peter Lammey ESPN IT Client Architecture and Automation 860-766-4761 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ ********************************************************************** This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
