Changed my qual to this:
( 'Assignee Login ID' != $USER$) AND (($USER$ != "AR_ESCALATOR" ) OR ($USER$ != "Remedy Application Service" )) AND ( 'z1D Action' != "SYNC_WORKLOG" ) So what happens is that when you save the worklog info from the helpdesk form it runs a bunch of workflow two of which actually modify the ticket. HPD:INC:SaveWorkInfo_501_CreateWorkInfo_PWLG`! actually creates the worklog entry, then INT:HPDSRM:WLG:CreateWorkInfo_700_Request`! syncs the worklog with the incident request making the connection between the two entries on the helpdesk and worklog forms. Each of these was triggering the workflow to fire, so now it bypasses my filter during the sync operation. Thanks for bring this up Rod! Everything seems to be working now. Sincerely, Robert Fults Remedy Dev. Florida International University Email: rfu...@fiu.edu http://uts.fiu.edu -----Original Message----- From: Rod Harris [mailto:r...@smapps.com.au] Sent: Thursday, November 19, 2009 12:13 AM Subject: Re: Duplicate notifications on helpdesk modify Hi Robert, ITSM has some rather complex workflow and quite often it will do two updates on the ticket for one user update. You have to exclude the second update. One thing you could try is to exclude the second update caused by syncing the worklog by adding ('z1D Action' != "SYNC_WORKLOG" to your condition. Rod 2009/11/19 Robert Fults <rfu...@fiu.edu>: > ** > > I set up a filter to fire a notification on Modify of the HPD:HelpDesk form > by anyone other than the assignee: > > ( 'Assignee Login ID' != $NULL$ ) AND ( ( 'Last Modified By' != 'Assignee > Login ID') OR ( 'Last Modified By' != "AR_ESCALATOR" ) OR ( 'Last Modified > By' != "Remedy Application Service" ) ) > > For some reason it fires twice, even when updated by the assignee. Any > ideas what I did wrong here? > > Sincerely, > > > > Robert Fults > > Remedy Dev. > > Florida International University > > Email: rfu...@fiu.edu > > http://uts.fiu.edu > > > > _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers > Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
