Peter, Take an AL workflow log of when it works with a internal solution and compare that with the AL workflow log of when you try to use a RA solution. That may lead you to where it is failing..
Joe -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org]on Behalf Of Lammey, Peter A. Sent: Wednesday, July 07, 2010 2:09 PM To: arslist@ARSLIST.ORG Subject: Re: Right Answers and 7.6 ** I just get a pop up "Thank you for using the solution.." or something like that and are taken back to the incident window but window doesn't change and when I click on the Retrieve button I receive an error that you need to click the Use Solution button. Thanks Peter Lammey ESPN IT Packaging and Automation 860-766-4761 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza Sent: Wednesday, July 07, 2010 2:01 PM To: arslist@ARSLIST.ORG Subject: Re: Right Answers and 7.6 ** What happens when you try to use the RA solution? Joe -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org]on Behalf Of Lammey, Peter A. Sent: Wednesday, July 07, 2010 1:38 PM To: arslist@ARSLIST.ORG Subject: Re: Right Answers and 7.6 ** Yes. BMC was here for the setup and integration of the workflow for RKM integration with Incident and Problem. The integration for RKM articles into Incident tickets works fine but clearly it does not work when we integrate with Right Answers articles. Thanks Peter Lammey ESPN IT Packaging and Automation 860-766-4761 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza Sent: Wednesday, July 07, 2010 12:40 PM To: arslist@ARSLIST.ORG Subject: Re: Right Answers and 7.6 ** Peter, I had worked with ITSM 7.1 when I worked with RA and RKM and was able to do that.. Not sure if there is an issue with ITSM 7.0. Did you do the integration part exactly like documented? Create fields with the right field ID's and import the necessary workflow etc?? Joe -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org]on Behalf Of Lammey, Peter A. Sent: Wednesday, July 07, 2010 11:09 AM To: arslist@ARSLIST.ORG Subject: Re: Right Answers and 7.6 ** Are you able to retrieve Right Answers articles though (or any external source for that matter) into an Incident? We discovered with our ITSM 7.02 install that it cannot retrieve external source articles and put information on the article into an incident. Thanks Peter Lammey ESPN IT Packaging and Automation 860-766-4761 -------------------------------------------------------------------------- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza Sent: Wednesday, July 07, 2010 10:55 AM To: arslist@ARSLIST.ORG Subject: Re: Right Answers and 7.6 ** Keith, I have with 7.1 using RKM as the underlying solutions engine, with minimum issues. The issue I had (which was sticking out like a sore eye) was the hit list or the favorites displayed the file name of the article which made no sense since the file name was not descriptive of what the solution was about but a very serial like name that the html file has.. Joe -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org]on Behalf Of K Sinclair Sent: Wednesday, July 07, 2010 10:45 AM To: arslist@ARSLIST.ORG Subject: Right Answers and 7.6 ** Has anyone used Right Answers with a vanilla 7.6 ITSM install? If so, were there any integration issues or gotchas? Or was it rather straight forward? Thanks, Keith _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
