I think we found that it is a size limitation on a field when an answer exceeds 255 characters (may not be the right length, but it was a length). BMC has a KB on it and the solution was to increase the size of a field to 4000 - but I can't recall the field. Maybe someone here can fill in the rest of the details. ----- Original Message ----- From: Chris Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Sent: Friday, October 12, 2012 10:59 AM Subject: Re: SRM - Blank requests
** Hi All, Wanted to revisit this to see if anyone has found an root cause here? We are also seeing sporadic instances where the questions / answers are not populating in 'SRD:MultipleQuestionResponse' for one service. We are unable to duplicate. I checked the form for NULL SRInstanceID's as suggested above, but didn't find any. Thanks, Chris On Monday, October 1, 2012 9:53:04 AM UTC-5, (unknown) wrote: Hi Christine, I have seen this several times as well. The Service Requests is submitted without Questions/Answers (responses). It seems to be random. The Questions/Answers still exist in the SRD:MultipleQuestionResponse form, but do not have an SR Instance ID I have been able to fix those requests by adding the correct SR Instance ID. BMC said it may be java related because the Instance ID is generated through java, but I have not been able to confirm. I have investigated off and on for several months with no luck. I have not been able to reproduce the behaviour myself whichs makes it difficult to track down. Please let me know if you find a solution, and I will do the same. Thank you Les Ganton > The request record does get created successfully just blank! Right now we > are using just the standard SRM SRDs and AOTs, simple design, nothing > complex. > > I have received a few ideas and will let you know how we make out! Thanks > so much for everyone's response! > > Thanks > c > > From: Action Request System discussion list(ARSList) > [mailto:ars...@arslist.org] On Behalf Of Pierson, Shawn > Sent: Friday, September 28, 2012 11:27 AM > To: ars...@arslist.org > Subject: Re: SRM - Blank requests > > ** > Are you using Advanced Interface Forms? If you're using standard SRM SRDs > and AOTs I would look at the mappings on the SRD first. Also you didn't > mention whether the Service Request record gets created successfully, or > if it's messed up from the beginning. I've had issues with the mapping > from the Service Request to the Work Order on a really old version of SRM, > I think 2.1, but only for an AIF at that point. > > Thanks, > > Shawn Pierson > Remedy Developer | Energy Transfer > > From: Action Request System discussion list(ARSList) > [mailto:ars...@arslist.org] On Behalf Of Christine Milton Hall > Sent: Friday, September 28, 2012 9:31 AM > To: ars...@arslist.org<mailto:arslist@ARSLIST.ORG> > Subject: SRM - Blank requests > > ** > Hoping someone can help me out! > > We have implemented SRM and we are having a intermittent problem with the > data from the questions not being saved and creating Blank Requests. Has > anyone else seen this issue and if so, help to guide me where to look? > > All of our service categories are simple flows - 1 Request to 1 work > order. It occurs with any one of the service categories, so no one > specific one is the problem > > Our environment: > > ARS: AR Server 7.5 .00 Patch 002 > Atrium CMDB: 7.5 .00 Patch 005 > ITSM: 7.5 .01 Patch 001 > SRM: 7.6.00 Patch 001 > Database : SQL 2005 version 5.2.3790 > > Anyone's help will be greatly appreciated! > > Thanks > christine > > > > ************************************************************************************************* > > This e-mail and any files transmitted with it may contain confidential > information and is intended solely for use by the individual to whom it is > addressed. 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