Larry - The INC creates the SR and the OOB methodology is pushing data from the INC -> SR and back to INC. I want to add more data push on the SR -> INC section and am having a hard time figuring out how this is done.
On Aug 27, 8:46 am, Roger Justice <rjust2...@aol.com> wrote: > On the Incident Rules form have you get Create Service Request checked yes? > > > > -----Original Message----- > From: Christine <christineperryi...@yahoo.com> > To: arslist <arsl...@arslist.org> > Sent: Fri, Aug 27, 2010 11:42 am > Subject: Data transfer between Incident and Service Request. > > We have both Incident 7.0.03 and SRM 2.2. When a Service Request > reates an Incident the SR InstanceID field is pushed to the Incident > RInstanceID field. However, when the helpdesk creates an Incident the > ubsequent SR InstanceID is not pushed back to the INC, although other > nformation is, such as the AppRequestID (i.e.: REQ000000009371). So > know information comes back to the INC. > Based on this occasionally common InstanceID data I can push the > esolution from the INC to the SR. I want to push the resolution from > he INC to the related SR. I know I can do this when the Incident is > esolve based on the SR Request Number. I want to understand how the > emedy OOB code sends data from the SR back to the originating > ncident during the creation process. This is now ‘understanding > hallenge’ for me. > I logged the workflow for ACTL and Filter when submitting an INC and > he subsequent SR creation. I see where the filter > RM:REQ:OnSubmit_IncidentRequestType_FromIM`! pushes the AppReqestID > nd the SRInstanceID to the SRM:AppInstanceBridge from. The > ppRequestID (i.e.: REQ0000….) is later pushed to the originating > ncident. However, the SRInstanceID data does not subsequently get > ushed to the originating Incident. > In a series of filters called in a looping routine, various > nformation is pushed to the CAI:EventParams form. One piece of info > hat is included in this looping to the CAI:EventParams form is the > ppReqestID (REQ000..) number. Is the CAI:EventParams form the key to > etting the Service Request InstanceID to the INC SRInstanceID? > After that, I can’t see how the data is moving from the > AI:EventParams form to the INC form. Do the entries on this form get > valuated and then pushed to a designated form based on a field value > n the form? If so, I can examine the various filters that are called > n this particular process and create a new one based on those > xamples. > I know this is rather vague and more of a learning request than a > roke-fix request. If it is inappropriate to ask here just say so. > _______________________________________________________________________________ > NSUBSCRIBE or access ARSlist Archives atwww.arslist.org > ttend wwrug10www.wwrug.comARSlist: "Where the Answers Are" > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org > attend wwrug10www.wwrug.comARSlist: "Where the Answers Are"- Hide quoted text > - > > - Show quoted text - _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
