Good morning,
I think we've identified our first defect with ITSM 8.1 in our user testing
phase. It looks like the filter above isn't firing, so the customers are not
being notified. The cause appears to be the Run If portion. Here's what we
see in 8.1:
('Status' < "Resolved") AND ('z1D Char01' != $NULL$) AND ('SRInstanceID' =
"NA") AND ('Created_From_flag' != "Request") AND ('SRID' = $NULL$) AND
(('Flag_Create_Request' = "No") OR ('Flag_Create_Request' = $NULL$))
Here's the Run If in 7.6.4:
('Status' < "Resolved") AND ('z1D Char01' != $NULL$) AND ('SRInstanceID' =
"NA") AND ('Created_From_flag' != "Request") AND ('SRID' = $NULL$)
That extra stuff with the 'Flag_Create_Request' field seems to be the problem,
but I don't really know what that is used for. Has anyone else run into this,
and if so, what is the solution? My testing fix was to create an overlay and
set the Run If to be the same as 7.6.4. If it also helps, we have SRM which
probably has some bearing on the ITSM notifications that go out.
Thanks,
Shawn Pierson
Remedy Developer | Energy Transfer
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