This is a known "design feature" since the 2.x days. I contacted support with the same issue, certain fields were not being picked up from the Incident template (Impact, Urgency, Incident Type, Source, etc.). They basically told me it worked that way because that's the way it was designed and intended to work (huh?)....
They gave me a documented workaround where you basically have to hard code the mappings into the AOT for any of those values you want to change. Nate. Nathan Aker ITSM Solution Architect McAfee, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Frex Popo Sent: Tuesday, July 05, 2011 7:58 AM To: arslist@ARSLIST.ORG Subject: Re : SRM 7.6.4 - Urgency/Priority ** Even if I specify the urgency/priority in the incident template, the values won`t make it to the backend form, simply because there is an SRM active link (SRS:SRC:SaveServiceRequest-CreateSR_NoAttach) which has these hardcoded with values I am not interested in. If I want the request to have priority High, it ends up being created as Low. Pourquoi? :-) Am I missing something? Thanks frex --- En date de : Mar 5.7.11, Frex Popo <frexp...@yahoo.fr<mailto:frexp...@yahoo.fr>> a écrit : De: Frex Popo <frexp...@yahoo.fr<mailto:frexp...@yahoo.fr>> Objet: Re : SRM 7.6.4 - Group assignment À: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Date: Mardi 5 juillet 2011, 13h24 The incident only gets assigned to the right group if I override this in the assignment form. Is there anyway I can specify the group in the template only, without having to create an assignment record for it in the assignement form? Many thanks in advance frex --- En date de : Mar 5.7.11, Frex Popo <frexp...@yahoo.fr<mailto:frexp...@yahoo.fr>> a écrit : De: Frex Popo <frexp...@yahoo.fr<mailto:frexp...@yahoo.fr>> Objet: Re : SRM 7.6.4 - Group assignment À: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Date: Mardi 5 juillet 2011, 13h11 Hello again, Here is another one I found this morning.. I have an incident template with say (Group A) in the assigned group field. I create an SRD that uses an AOT which uses the above template. I send a request created from this SRD, the incident get eventually created with all the data but I end up with the ticket being assigned to another group, say (Group B). I change the product categorisation for Group B in the assignment form but the problem persists. Any thought on this will be very much appreciated, Thanks frex --- En date de : Sam 2.7.11, Frex Popo <frexp...@yahoo.fr<mailto:frexp...@yahoo.fr>> a écrit : De: Frex Popo <frexp...@yahoo.fr<mailto:frexp...@yahoo.fr>> Objet: Re : SRM 7.6.4 - mapping truncated. À: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Date: Samedi 2 juillet 2011, 20h13 Changing filters and field size doesn't seem to solve the issue......... so, is there any work arround? thanks frex --- En date de : Ven 1.7.11, Frex Popo <frexp...@yahoo.fr<mailto:frexp...@yahoo.fr>> a écrit : De: Frex Popo <frexp...@yahoo.fr<mailto:frexp...@yahoo.fr>> Objet: SRM 7.6.4 - mapping truncated. À: arl...@arslist.org<mailto:arl...@arslist.org> Date: Vendredi 1 juillet 2011, 12h48 Dear all, I am having an issue with User responses not being mapped to the backend incident. The value of the mapping gets truncated to 254 by the time its written to the back end incident. I am concatenating the values from user responses which when added up teh sum goes beyond the 255 characters. There are two problem here, the first is a field mapping_trunc which is set 255 and a filter called SRS:QSR:SetTruncMapping_500 which even if you increase the field mapping_trunc it will filter will truncate the sting to 254. My question is, would changing the field size and the filter have any ramifications, and is there a work arround to this. Kind Regards, frex _attend WWRUG11 www.wwrug.com<http://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"
