You need to review the workflow if they are using the Function Copy Change since the Change ID and the Instance ID should not be included.
-----Original Message----- From: Vincent Dapper <vincent_dap...@hotmail.com> To: arslist <arslist@ARSLIST.ORG> Sent: Thu, Oct 6, 2011 3:47 pm Subject: Re: Duplicate Change (CRQ) Request records ** Yes, this problem is happening via the Copy Change nav link. The Change, when copied, creates multiple duplicate Change Requests. Our theory is timeouts (due to system performance), whereby users attempt to click Save multiple times thereby creating the duplicate Change Requests that were spawned. Thanks, Vincent Date: Thu, 6 Oct 2011 14:04:30 -0500 From: anne_br...@bmc.com Subject: Re: Duplicate Change (CRQ) Request records To: arslist@ARSLIST.ORG ** I don’t remember if Change mgmt 7.0 had this; I think it did; but instead of using “copy to new”, they should be using the “copy change” link over in the left-hand menu. It’s definitely there in later versions, but thought it was there in 7.0 as well. Thanks, Anne Principal SC From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice Sent: Thursday, October 06, 2011 10:05 AM To: arslist@ARSLIST.ORG Subject: Re: Duplicate Change (CRQ) Request records ** The Copy to new is why you get the some Change ID and Instance ID. All fields are copied to the new record except the Request ID that is always created in initial save. Newer versions of change now have a copy to new functio that limites the fields copied. -----Original Message----- From: Vincent Dapper <vincent_dap...@hotmail.com> To: arslist <arslist@ARSLIST.ORG> Sent: Thu, Oct 6, 2011 1:01 pm Subject: Re: Duplicate Change (CRQ) Request records ** Additional Info: The duplicate Change Request IDs only happen whenever a user initiates Copy-To-New. Thanks, Vincent From: vincent_dap...@hotmail.com To: arslist@arslist.org Subject: Duplicate Change (CRQ) Request records Date: Thu, 6 Oct 2011 11:43:47 -0500 Dear Listers, Remedy 7.1.00 patch 011 ITSM 7.0.02 patch 003 Running on Windows 2003 Server Microsoft SQL Server 2005 The past few days, we are having issues with duplicate Change Request records being created by the system. Change ID*+ InstanceId(179) Request ID(1) CRQ000000103990 ID00145E7B66A6LzWNTgD_bOAQG4wE CRQ000000102458 CRQ000000103990 ID00145E7B66A6LzWNTgD_bOAQG4wE CRQ000000102459 Our theory points to Time-outs being presented by the server while users are hitting Save. In the meantime, users keep hitting Save thinking their request has not gone through and thereby probably creating the duplicate CRQ records(?). Anyone encountered this similar issue in the past? Any assistance is appreciated. Thanks, Vincent _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _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"
