No, but I would be really interested in the answer.
We are having conniptions over SLM 7.1, specifically when a ticket is pended multiple times; the recorded time and status is not being set correctly. We have a fix supplied by BMC but have not yet been able to test it. SLM 7.1 p1 installed in ARS7.1/ ITSM 7.0.3 regards Stuart Schon Team Manager, Remedy Solutions FUJITSU AUSTRALIA LIMITED Level 4, 320 Pitt Street, Sydney, NSW 2000, Australia T +61 2 9844 0596 M +61 439 475 240 stuart.sc...@au.fujitsu.com <mailto:tracy.mccorm...@au.fujitsu.com> www.au.fujitsu.com P Please consider the environment before printing this email. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of William Rentfrow Sent: Friday, 7 August 2009 4:47 AM To: arslist@ARSLIST.ORG Subject: SLM Status is NULL We are using IM 7.03 with SLM 7.1 (ARS 7.1, Solaris + Oracle 10g). All Incidents have two service targets that apply to them. The service targets appear to be functioning correctly. For example, if I create an Incident and Resolve it within the guidelines the ST's are marked with "Met Goal". However - under some circumstances a number of Incidents themselves are not getting the 'SLM Status' field updated. It appears to always be Incidents that are created in a status of "Resolved". The 'SLM Status' field is set by an escalation with a series of cascading filters. Server logging indicates this is always setting the value to a valid choice and never NULL. That leads me to believe one of three things are going on. 1.) Client side errors - that field is supposed to be locked down - but perhaps there's client side code that changes it (unlikely in my mind) 2.) Bad qualification in the escalation - the escalation that marks these issues is not bothering to evaluate some Incidents and mark the 'SLM Status' field because it is already resolved (more likely in my mind); 3.) Some other bug (ie, "Set fields to NULL" in some unrelated code) Unfortunately I haven't found the problem yet. Has anyone else run into this? William Rentfrow Principal Consultant, StrataCom Inc. wrentf...@stratacominc.com Corporate Website, www.stratacominc.com <http://www.stratacominc.com/> Blog, www.williamrentfrow.com <http://www.williamrentfrow.com/> 715-410-8156 C ______________________________________________________________________ This email has been scanned by the MessageLabs Email Security System. For more information please visit http://www.messagelabs.com/email ______________________________________________________________________ ______________________________________________________________________ This email has been scanned by the MessageLabs Email Security System. For more information please visit http://www.messagelabs.com/email ______________________________________________________________________ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
