Is Tibco updating the ‘Last Modified By’ and ‘Last Modified Date’ fields?
Also, look for “GO TO 1000” actions in workflow… I’ve had trouble with those before… J *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Jose Huerta *Sent:* Wednesday, June 06, 2012 8:34 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: Remedy SRM > Incident > Tibco - failed to move to 'Incident Closure' ** The shown status field is field id 7. The one that has a hidden value is the status reason. So I don't think that this is the problem. Jose M. Huerta Project Manager Movil: 661 665 088 Telf.: 971 75 03 24 Fax: 971 75 07 94 <http://www.sm2baleares.es/> SM2 Baleares S.A. C/Rita Levi Edificio SM2 Parc Bit 07121 Palma de Mallorca <http://es-es.facebook.com/pages/SM2-Baleares/158608627954> <http://twitter.com/#!/SM2Baleares> <http://www.linkedin.com/company/sm2-baleares> La información contenida en este mensaje de correo electrónico es confidencial. La misma, es enviada con la intención de que únicamente sea leída por la persona(s) a la(s) que va dirigida. El acceso a este mensaje por otras personas no está autorizado, por lo que en tal caso, le rogamos que nos lo comunique por la misma vía, se abstenga de realizar copias del mensaje o remitirlo o entregarlo a otra persona y proceda a borrarlo de inmediato. P Por favor, no imprima este mensaje ni sus documentos adjuntos si no es necesario. On Wed, Jun 6, 2012 at 2:26 PM, arslist <arsl...@danielbloom.ca> wrote: ** Sounds like your integration pushed a value to Status, did you do the hidden status field (field id 7) as well? That is, there are two fields for status, both must be changed. I haven’t used the web services interface form(others get that bit of fun), but I would guess that it handles this for you. Daniel *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Jose Huerta *Sent:* June 6, 2012 8:05 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: Remedy SRM > Incident > Tibco - failed to move to 'Incident Closure' ** Hi Richard, I'm not 100% sure, but your problem probably comes because HPD:Help Desk design is mainly based on active links, that are not fired when the operation is integrated, so the phase is not update correctly form the status. May be your change must be done through the interface form (the one used for Web services) that AL code programmed as filters (not all). This is one of the main flaws of BMC developments. I always follow the three layers approarch: http://theremedyforit.com/2012/01/three-layers-programming-technique-for-bmc-remedy-ars/ Maybe I'm wrong with your issue, but I would start looking in this direction. Regards, Jose Huerta http://theremedyforit.com/ On Wed, Jun 6, 2012 at 10:05 AM, Richard Mozes < richard.mo...@startrack.com.au> wrote: ** Our Environment: Windows & SQL 2 x App Servers and 1 x web server Using the out of the box remedy services Version 7.6.01 Hi everyone, I have a small issue with a new piece of integration I am trying to put in. We have created a process as follows: · End user can create a service request through SRM to delete an order · Upon submit the system creates an incident · Tibco watches the incident module and when conditions are met, executes the delete action · If the action is successful, then Tibco then updates the following; o Incident Status = Resolved o Status Reason = Automation o Resolution comment updated All works really well so far however I cannot work out for the life of me why the Best Practice Work Flow (see image below) still shows ‘Investigation and Diagnosis’ instead of ‘Incident Closure’. We have poured through documentation and communities and haven’t found the answer yet. Does anyone have an idea as to why the Incident will not move to Incident Closure? BTW: If I open the incident and press SAVE, it does! But the whole point of this process is to avoid any IT involvement. Thanks Richard "This email is sent by Star Track Express Pty Limited or one of its related entities (collectively referred to as "STARTRACK"). The information contained in this email is confidential and may contain legally privileged information. Confidentiality and legal privilege are not waived or lost by reason of mistaken delivery. The content of this email is the view or opinion of the stated author and does not necessarily reflect the view or opinion of STARTRACK. If you are not the intended recipient or the person responsible for the delivery of the message to the intended recipient, any dissemination of the information is strictly prohibited. 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