Customer Name 'stuck' on Incident Management Console
ARS 7.6 ITSM 7.6 I'm wondering whether anyone has seen this behavior on the Incident Management Console / if it is a known issue even though I couldn't track it down in previous posts... When opening the Incident Management console after logging in to remedy, moving up and down in the table of incidents refreshes the Customer Name information shown below the table. If I am viewing 1 ticket in the console and then double click on another ticket, the ticket opens up just fine. However, when I go back to the incident console, although the selection has change to the ticket I just opened, and all fields on the console have updated with the correct information, the Customer Name still shows the name from the previous ticket viewed. From that point on there is no way to get Customer Name to change, even refreshing the table does not reset the field. This will not happen the first or second time I double click a ticket other than the one I am currently viewing - it works fine. Only after the 3rd or 4th time. Thanks for your input, Sharon ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Customer Name 'stuck' on Incident Management Console
** This is a known issue. BMC has a patch for it. Kelly DeaverL-3 Stratis / FAA Contractor kdea...@kellydeaver.com (ARSlist mail)kelly.ctr.dea...@faa.gov(Business mail) Original Message Subject: Customer Name 'stuck' on Incident Management ConsoleFrom: Sharon Menachem smena...@rollins.comDate: Wed, November 24, 2010 5:00 amTo: arslist@ARSLIST.ORG** ARS 7.6 ITSM 7.6 I'm wondering whether anyone has seen this behavior on the Incident Management Console / if it is a known issue even though I couldn't track it down in previous posts... When opening the Incident Management console after logging in to remedy, moving up and down in the table of incidents refreshes the Customer Name information shown below the table. If I am viewing 1 ticket in the console and then double click on another ticket, the ticket opens up just fine. However, when I go back to the incident console, although the selection has change to the ticket I just opened, and all fields on the console have updated with the correct information, the Customer Name still shows the name from the previous ticket viewed. From that point on there is no way to get Customer Name to change, even refreshing the table does not reset the field. This will not happen the first or second time I double click a ticket other than the one I am currently viewing - it works fine. Only after the 3rd or 4th time. Thanks for your input, Sharon _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
Re: Customer Name 'stuck' on Incident Management Console
Thanks very much Sharon From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kelly Deaver Sent: Wednesday, November 24, 2010 2:29 PM To: arslist@ARSLIST.ORG Subject: Re: Customer Name 'stuck' on Incident Management Console ** This is a known issue. BMC has a patch for it. Kelly Deaver L-3 Stratis / FAA Contractor kdea...@kellydeaver.commailto:kdea...@kellydeaver.com (ARSlist mail) kelly.ctr.dea...@faa.govmailto:kelly.ctr.dea...@faa.gov (Business mail) Original Message Subject: Customer Name 'stuck' on Incident Management Console From: Sharon Menachem smena...@rollins.commailto:smena...@rollins.com Date: Wed, November 24, 2010 5:00 am To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG ** ARS 7.6 ITSM 7.6 I'm wondering whether anyone has seen this behavior on the Incident Management Console / if it is a known issue even though I couldn't track it down in previous posts... When opening the Incident Management console after logging in to remedy, moving up and down in the table of incidents refreshes the Customer Name information shown below the table. If I am viewing 1 ticket in the console and then double click on another ticket, the ticket opens up just fine. However, when I go back to the incident console, although the selection has change to the ticket I just opened, and all fields on the console have updated with the correct information, the Customer Name still shows the name from the previous ticket viewed. From that point on there is no way to get Customer Name to change, even refreshing the table does not reset the field. This will not happen the first or second time I double click a ticket other than the one I am currently viewing - it works fine. Only after the 3rd or 4th time. Thanks for your input, Sharon _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_
Re: Customer Name 'stuck' on Incident Management Console
I believe this is an issue with the user tool. Try downloading and installing the latest patch for the user tool and see if the issue still occurs. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kelly Deaver Sent: Wednesday, November 24, 2010 4:29 AM To: arslist@ARSLIST.ORG Subject: Re: Customer Name 'stuck' on Incident Management Console ** This is a known issue. BMC has a patch for it. Kelly Deaver L-3 Stratis / FAA Contractor kdea...@kellydeaver.commailto:kdea...@kellydeaver.com (ARSlist mail) kelly.ctr.dea...@faa.govmailto:kelly.ctr.dea...@faa.gov (Business mail) Original Message Subject: Customer Name 'stuck' on Incident Management Console From: Sharon Menachem smena...@rollins.commailto:smena...@rollins.com Date: Wed, November 24, 2010 5:00 am To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG ** ARS 7.6 ITSM 7.6 I'm wondering whether anyone has seen this behavior on the Incident Management Console / if it is a known issue even though I couldn't track it down in previous posts... When opening the Incident Management console after logging in to remedy, moving up and down in the table of incidents refreshes the Customer Name information shown below the table. If I am viewing 1 ticket in the console and then double click on another ticket, the ticket opens up just fine. However, when I go back to the incident console, although the selection has change to the ticket I just opened, and all fields on the console have updated with the correct information, the Customer Name still shows the name from the previous ticket viewed. From that point on there is no way to get Customer Name to change, even refreshing the table does not reset the field. This will not happen the first or second time I double click a ticket other than the one I am currently viewing - it works fine. Only after the 3rd or 4th time. Thanks for your input, Sharon _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Customer Name 'stuck' on Incident Management Console
Kelly was of course quite correct that this is a problem with a filter that is
set to only trigger on the best practices view.
Here is the fix from BMC:
Filter HPD:INC:Service_130_GetHPDAppSetting does not run on Classic View so
it cannot get the z1G_Contact_Name_Format.
The fix is to remove the
('z1D Char30' = Best Practice View) AND
part of the Run If Qualification.
From:
('z1D Char30' = Best Practice View) AND (('z1G_Contact_Name_Format' = $NULL$)
OR ('z1G_Customer_Search_Type_Msg' = $NULL$) OR ('z1G_Customer_Searchby' =
$NULL$) OR ('z1G_Display_CustomerInfo_Dlg' = $NULL$))
To:
('z1G_Contact_Name_Format' = $NULL$) OR ('z1G_Customer_Search_Type_Msg' =
$NULL$) OR ('z1G_Customer_Searchby' = $NULL$) OR
('z1G_Display_CustomerInfo_Dlg' = $NULL$)
Thanks,
Sharon
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Michael Ziniti
Sent: Wednesday, November 24, 2010 3:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: Customer Name 'stuck' on Incident Management Console
**
I believe this is an issue with the user tool. Try downloading and installing
the latest patch for the user tool and see if the issue still occurs.
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Kelly Deaver
Sent: Wednesday, November 24, 2010 4:29 AM
To: arslist@ARSLIST.ORG
Subject: Re: Customer Name 'stuck' on Incident Management Console
**
This is a known issue. BMC has a patch for it.
Kelly Deaver
L-3 Stratis / FAA Contractor
kdea...@kellydeaver.commailto:kdea...@kellydeaver.com (ARSlist mail)
kelly.ctr.dea...@faa.govmailto:kelly.ctr.dea...@faa.gov (Business mail)
Original Message
Subject: Customer Name 'stuck' on Incident Management Console
From: Sharon Menachem smena...@rollins.commailto:smena...@rollins.com
Date: Wed, November 24, 2010 5:00 am
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
**
ARS 7.6 ITSM 7.6
I'm wondering whether anyone has seen this behavior on the Incident Management
Console / if it is a known issue even though I couldn't track it down in
previous posts...
When opening the Incident Management console after logging in to remedy, moving
up and down in the table of incidents refreshes the Customer Name information
shown below the table.
If I am viewing 1 ticket in the console and then double click on another
ticket, the ticket opens up just fine. However, when I go back to the incident
console, although the selection has change to the ticket I just opened, and all
fields on the console have updated with the correct information, the Customer
Name still shows the name from the previous ticket viewed.
From that point on there is no way to get Customer Name to change, even
refreshing the table does not reset the field.
This will not happen the first or second time I double click a ticket other
than the one I am currently viewing - it works fine. Only after the 3rd or 4th
time.
Thanks for your input,
Sharon
_attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers
Are_
_attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_
This message is for the designated recipient only and may contain privileged,
proprietary, or otherwise private information. If you have received it in
error, please notify the sender immediately and delete the original. Any other
use of the email by you is prohibited.
_attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_
