No, and there is nothing to select in the Template Category Tier 1* menu pull-down, either.
Some new configuration step that isn't mentioned in the upgrade documentation, I guess. Thanks for the tip. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Chowdhury, Tauf Sent: Friday, June 17, 2011 9:11 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7.6.04 sp1 Incident Templates issue ** Guys, I think in the new version, you have to set a Category on each template. Have you done this? If you go into the template, you will see that there is Tier 1, 2, and 3. Tier 1 is required. -----Original Message----- From: Action Request System discussion list(ARSList) on behalf of strauss Sent: Wed 6/15/2011 4:32 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7.6.04 sp1 Incident Templates issue Seeing it for the first time today. I just finished upgrading ITSM 7.0 and everything else up to 7.6.04 SP1, so all of the templates we currently have in production since 2008 are present with appropriate permissions. I just finished setting every schemaType = 1 table to a higher NextID to start creating test tickets. When I log in via mid-tier as a support staff member that actually created some of those templates, NONE appear under any of the support groups that they are defined for and that the account is a member of. So much for this thing being ready for production any time soon. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Larry Barnes Sent: Tuesday, June 14, 2011 1:27 PM To: arslist@ARSLIST.ORG Subject: ITSM 7.6.04 sp1 Incident Templates issue ** I recently upgraded Remedy to ITSM 7.6.04 sp1 and I'm not able to view any of my incident templates using Mid-Tier. I can see them all when using the client app so I know they were not deleted during the upgrade. In each template the associated Authoring For Group information is the same. If I open a new Change Management ticket, via Mid-Tier, I can see all available temples for this app. Is anyone else having the same issue and or resolved it? I'm running: SQL ARS 7.6.04 sp1 CMDB 7.6.04 sp1 ITMS 7.6.04 sp1 SRM 7.6.04 sp1 Thanks for looking, Larry B. _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com 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. _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
