The Incident ID and the Entry ID are two completely different fields, that get
out of sequence from each other IMMEDIATELY, even on a brand new ITSM system.
The Entry ID is the link used in AR Task and URL, not the Incident ID.
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing IT Center
http://itsm.unt.edu/
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Terje Moglestue
Sent: Wednesday, August 24, 2011 9:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy AO Integration Consultant - URGENT - Based Switzerland,
then India
I got some bespoke filter notification that is incorrect and difficult to
debug. The notification is generated by a set of filters on HPD:Helpdesk. The
final filter generates and sends the email. The TO, CC, and email body is
correct. The same filter got AR Task and Web URL clicked. The filter should
then attached a AR Task as a link for the user tool and add a web URL. It
should then reference the same ticket.
Here is the problem. The attached AR Task and Web URL is linked to a different
ticket. The subject and email body are correct. These notification filters are
executed in sequence with execution order between 800-806. The server and
client side filter log show clearly that there is no other filters executing on
the same execution order.
Any tips?
Terje
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