Re: Diary Field wierdness
I can't verify this, as I don't have anybody on that version of the WUT. We went straight from 6.0 to 7.0. Thanks, Ron Tools Admin -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lucero, Michelle - IST contractor Sent: Tuesday, March 20, 2007 2:12 PM To: arslist@ARSLIST.ORG Subject: Re: Diary Field wierdness Oops, I forgot to mention my environment. By the way it works on the Mid-Tier 7.0.01 P1, just acts flaky on the 7.0.01 P1 User Tool. ARS 6.3 P21 Win 2003/SQL Server -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of David Durling Sent: Tuesday, March 20, 2007 4:03 PM To: arslist@ARSLIST.ORG Subject: Re: Diary Field wierdness Michelle, If that means that all diary fields appear empty when using the 7.0.01 patch 1 WUT, then I'm not having that issue on our 601 patch 1351 server. David D. > Date: Tue, 20 Mar 2007 08:49:18 -0500 > Reply-To: arslist@ARSLIST.ORG > Sender: "Action Request System discussion list(ARSList)" > > From: "Lucero, Michelle - IST contractor" <[EMAIL PROTECTED]> > Subject: Re: Diary Field wierdness > In-Reply-To: A<[EMAIL PROTECTED]> > Content-Type: text/plain; charset="US-ASCII" > > Hi, David: > > We're experiencing another bug in the 7.0.01 Patch 1 User Tool. I think > bug number, SW00262417 might be related to this. > > On a 6.3 P20 User tool the contents of the diary field correctly > displays when the diary dialog window is opened. > When viewing the same entry on a 7.0.01 Patch 1 User Tool, the diary > contents appears empty. > > Have you or anyone else out there experienced any flakiness like that? > > Thanks, > Michelle > > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of David Durling > Sent: Tuesday, March 20, 2007 7:54 AM > To: arslist@ARSLIST.ORG > Subject: Re: Diary Field wierdness > > Since I said I'd follow up - Support told me yesterday the same thing > they told Ron, that it's SW00262237. > > Thanks, > > David D. > Univ. of Georgia > >> Date: Fri, 16 Mar 2007 14:49:09 -0700 >> Reply-To: arslist@ARSLIST.ORG >> Sender: "Action Request System discussion list(ARSList)" >> >> From: Ron Legters <[EMAIL PROTECTED]> >> Subject: Re: Diary Field wierdness >> In-Reply-To: A<[EMAIL PROTECTED]> >> Content-Type: text/plain; charset="us-ascii" >> >> Well, they've decided it's a bug: >> Hi Ron, >> >> We have tested at our end and seems to be a new occurrence in >> 7.0.1 patch 1 User tool. >> >> We have created a Defect ID: SW00262237 for this problem, I will now >> place this ticket on the notify list of this bug. >> >> The status of this ticket will now be resolved , this does not >> mean that the ticket is closed. As this status required to put the >> ticket on the notify list of the bug. >> >> Have a great day. >> >> Thank you for bringing this problem to our attention. >> >> Regards, >> >> >> Thanks, >> Ron >> Tools Admin -- David Durling 706-542-0223 Enterprise IT Services [EMAIL PROTECTED] University of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Diary Field wierdness
Oops, I forgot to mention my environment. By the way it works on the Mid-Tier 7.0.01 P1, just acts flaky on the 7.0.01 P1 User Tool. ARS 6.3 P21 Win 2003/SQL Server -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of David Durling Sent: Tuesday, March 20, 2007 4:03 PM To: arslist@ARSLIST.ORG Subject: Re: Diary Field wierdness Michelle, If that means that all diary fields appear empty when using the 7.0.01 patch 1 WUT, then I'm not having that issue on our 601 patch 1351 server. David D. > Date: Tue, 20 Mar 2007 08:49:18 -0500 > Reply-To: arslist@ARSLIST.ORG > Sender: "Action Request System discussion list(ARSList)" > > From: "Lucero, Michelle - IST contractor" <[EMAIL PROTECTED]> > Subject: Re: Diary Field wierdness > In-Reply-To: A<[EMAIL PROTECTED]> > Content-Type: text/plain; charset="US-ASCII" > > Hi, David: > > We're experiencing another bug in the 7.0.01 Patch 1 User Tool. I think > bug number, SW00262417 might be related to this. > > On a 6.3 P20 User tool the contents of the diary field correctly > displays when the diary dialog window is opened. > When viewing the same entry on a 7.0.01 Patch 1 User Tool, the diary > contents appears empty. > > Have you or anyone else out there experienced any flakiness like that? > > Thanks, > Michelle > > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of David Durling > Sent: Tuesday, March 20, 2007 7:54 AM > To: arslist@ARSLIST.ORG > Subject: Re: Diary Field wierdness > > Since I said I'd follow up - Support told me yesterday the same thing > they told Ron, that it's SW00262237. > > Thanks, > > David D. > Univ. of Georgia > >> Date: Fri, 16 Mar 2007 14:49:09 -0700 >> Reply-To: arslist@ARSLIST.ORG >> Sender: "Action Request System discussion list(ARSList)" >> >> From: Ron Legters <[EMAIL PROTECTED]> >> Subject: Re: Diary Field wierdness >> In-Reply-To: A<[EMAIL PROTECTED]> >> Content-Type: text/plain; charset="us-ascii" >> >> Well, they've decided it's a bug: >> Hi Ron, >> >> We have tested at our end and seems to be a new occurrence in >> 7.0.1 patch 1 User tool. >> >> We have created a Defect ID: SW00262237 for this problem, I will >> now place this ticket on the notify list of this bug. >> >> The status of this ticket will now be resolved , this does not >> mean that the ticket is closed. As this status required to put the >> ticket on the notify list of the bug. >> >> Have a great day. >> >> Thank you for bringing this problem to our attention. >> >> Regards, >> >> >> Thanks, >> Ron >> Tools Admin -- David Durling 706-542-0223 Enterprise IT Services [EMAIL PROTECTED] University of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Diary Field wierdness
Michelle,
If that means that all diary fields appear empty when using the 7.0.01
patch 1 WUT, then I'm not having that issue on our 601 patch 1351 server.
David D.
Date: Tue, 20 Mar 2007 08:49:18 -0500
Reply-To: arslist@ARSLIST.ORG
Sender: "Action Request System discussion list(ARSList)"
From: "Lucero, Michelle - IST contractor" <[EMAIL PROTECTED]>
Subject: Re: Diary Field wierdness
In-Reply-To: A<[EMAIL PROTECTED]>
Content-Type: text/plain; charset="US-ASCII"
Hi, David:
We're experiencing another bug in the 7.0.01 Patch 1 User Tool. I think
bug number, SW00262417 might be related to this.
On a 6.3 P20 User tool the contents of the diary field correctly
displays when the diary dialog window is opened.
When viewing the same entry on a 7.0.01 Patch 1 User Tool, the diary
contents appears empty.
Have you or anyone else out there experienced any flakiness like that?
Thanks,
Michelle
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of David Durling
Sent: Tuesday, March 20, 2007 7:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: Diary Field wierdness
Since I said I'd follow up - Support told me yesterday the same thing
they told Ron, that it's SW00262237.
Thanks,
David D.
Univ. of Georgia
Date: Fri, 16 Mar 2007 14:49:09 -0700
Reply-To: arslist@ARSLIST.ORG
Sender: "Action Request System discussion list(ARSList)"
From: Ron Legters <[EMAIL PROTECTED]>
Subject: Re: Diary Field wierdness
In-Reply-To: A<[EMAIL PROTECTED]>
Content-Type: text/plain; charset="us-ascii"
Well, they've decided it's a bug:
Hi Ron,
We have tested at our end and seems to be a new occurrence in
7.0.1 patch 1 User tool.
We have created a Defect ID: SW00262237 for this problem, I will
now place this ticket on the notify list of this bug.
The status of this ticket will now be resolved , this does not
mean that the ticket is closed. As this status required to put the
ticket on the notify list of the bug.
Have a great day.
Thank you for bringing this problem to our attention.
Regards,
Thanks,
Ron
Tools Admin
--
David Durling 706-542-0223
Enterprise IT Services [EMAIL PROTECTED]
University of Georgia
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers
Are"
Re: Diary Field wierdness
Hi, David: We're experiencing another bug in the 7.0.01 Patch 1 User Tool. I think bug number, SW00262417 might be related to this. On a 6.3 P20 User tool the contents of the diary field correctly displays when the diary dialog window is opened. When viewing the same entry on a 7.0.01 Patch 1 User Tool, the diary contents appears empty. Have you or anyone else out there experienced any flakiness like that? Thanks, Michelle -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of David Durling Sent: Tuesday, March 20, 2007 7:54 AM To: arslist@ARSLIST.ORG Subject: Re: Diary Field wierdness Since I said I'd follow up - Support told me yesterday the same thing they told Ron, that it's SW00262237. Thanks, David D. Univ. of Georgia > Date: Fri, 16 Mar 2007 14:49:09 -0700 > Reply-To: arslist@ARSLIST.ORG > Sender: "Action Request System discussion list(ARSList)" > > From: Ron Legters <[EMAIL PROTECTED]> > Subject: Re: Diary Field wierdness > In-Reply-To: A<[EMAIL PROTECTED]> > Content-Type: text/plain; charset="us-ascii" > > Well, they've decided it's a bug: > Hi Ron, > > We have tested at our end and seems to be a new occurrence in > 7.0.1 patch 1 User tool. > > We have created a Defect ID: SW00262237 for this problem, I will > now place this ticket on the notify list of this bug. > > The status of this ticket will now be resolved , this does not > mean that the ticket is closed. As this status required toput the > ticket on the notify list of the bug. > > Have a great day. > > Thank you for bringing this problem to our attention. > > Regards, > > > Thanks, > Ron > Tools Admin > > > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of David Durling > Sent: Friday, March 16, 2007 1:36 PM > To: arslist@ARSLIST.ORG > Subject: Re: Diary Field wierdness > > Ron, > > Yes, that seems to work okay - didn't really think about it! > > The problem is actually not an issue for us since I'm the only one using > any 7.x user tool, but something I wouldn't mind seeing fixed before/if > we ask our users to upgrade their clients. I'll follow up on what > support says about it - > > David D. > Univ. of Georgia -- David Durling 706-542-0223 Enterprise IT Services [EMAIL PROTECTED] University of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Diary Field wierdness
Since I said I'd follow up - Support told me yesterday the same thing they told Ron, that it's SW00262237. Thanks, David D. Univ. of Georgia Date: Fri, 16 Mar 2007 14:49:09 -0700 Reply-To: arslist@ARSLIST.ORG Sender: "Action Request System discussion list(ARSList)" From: Ron Legters <[EMAIL PROTECTED]> Subject: Re: Diary Field wierdness In-Reply-To: A<[EMAIL PROTECTED]> Content-Type: text/plain; charset="us-ascii" Well, they've decided it's a bug: Hi Ron, We have tested at our end and seems to be a new occurrence in 7.0.1 patch 1 User tool. We have created a Defect ID: SW00262237 for this problem, I will now place this ticket on the notify list of this bug. The status of this ticket will now be resolved , this does not mean that the ticket is closed. As this status required to put the ticket on the notify list of the bug. Have a great day. Thank you for bringing this problem to our attention. Regards, Thanks, Ron Tools Admin -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of David Durling Sent: Friday, March 16, 2007 1:36 PM To: arslist@ARSLIST.ORG Subject: Re: Diary Field wierdness Ron, Yes, that seems to work okay - didn't really think about it! The problem is actually not an issue for us since I'm the only one using any 7.x user tool, but something I wouldn't mind seeing fixed before/if we ask our users to upgrade their clients. I'll follow up on what support says about it - David D. Univ. of Georgia -- David Durling 706-542-0223 Enterprise IT Services [EMAIL PROTECTED] University of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Diary Field wierdness
Well, they've decided it's a bug: Hi Ron, We have tested at our end and seems to be a new occurrence in 7.0.1 patch 1 User tool. We have created a Defect ID: SW00262237 for this problem, I will now place this ticket on the notify list of this bug. The status of this ticket will now be resolved , this does not mean that the ticket is closed. As this status required to put the ticket on the notify list of the bug. Have a great day. Thank you for bringing this problem to our attention. Regards, Thanks, Ron Tools Admin -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of David Durling Sent: Friday, March 16, 2007 1:36 PM To: arslist@ARSLIST.ORG Subject: Re: Diary Field wierdness Ron, Yes, that seems to work okay - didn't really think about it! The problem is actually not an issue for us since I'm the only one using any 7.x user tool, but something I wouldn't mind seeing fixed before/if we ask our users to upgrade their clients. I'll follow up on what support says about it - David D. Univ. of Georgia > Date: Fri, 16 Mar 2007 08:27:43 -0700 > Reply-To: arslist@ARSLIST.ORG > Sender: "Action Request System discussion list(ARSList)" > > From: Ron Legters <[EMAIL PROTECTED]> > Subject: Re: Diary Field wierdness > In-Reply-To: A<[EMAIL PROTECTED]> > Content-Type: text/plain; charset="us-ascii" > > What about Ctl-E followed by Ctl-U (set defaults)? Think that would > work? > > > Thanks, > Ron > Tools Admin > > > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of David Durling > Sent: Thursday, March 15, 2007 11:36 AM > To: arslist@ARSLIST.ORG > Subject: Re: Diary Field wierdness > > I see the same issue with WUT 7.0.01 patch 001 against our 6.0.1 patch > 1351 server (Solaris 9, Oracle 9iR2). I entered a ticket with Remedy > support just now, and referenced Ian's case. > > The only thing I'll add is that choosing "Edit - Clear All" (Ctl + E) > does clear the old diary entry. That might be undesirable, though, > since that erases default field values - > -- David Durling 706-542-0223 Enterprise IT Services [EMAIL PROTECTED] University of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Diary Field wierdness
Ron, Yes, that seems to work okay - didn't really think about it! The problem is actually not an issue for us since I'm the only one using any 7.x user tool, but something I wouldn't mind seeing fixed before/if we ask our users to upgrade their clients. I'll follow up on what support says about it - David D. Univ. of Georgia Date: Fri, 16 Mar 2007 08:27:43 -0700 Reply-To: arslist@ARSLIST.ORG Sender: "Action Request System discussion list(ARSList)" From: Ron Legters <[EMAIL PROTECTED]> Subject: Re: Diary Field wierdness In-Reply-To: A<[EMAIL PROTECTED]> Content-Type: text/plain; charset="us-ascii" What about Ctl-E followed by Ctl-U (set defaults)? Think that would work? Thanks, Ron Tools Admin -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of David Durling Sent: Thursday, March 15, 2007 11:36 AM To: arslist@ARSLIST.ORG Subject: Re: Diary Field wierdness I see the same issue with WUT 7.0.01 patch 001 against our 6.0.1 patch 1351 server (Solaris 9, Oracle 9iR2). I entered a ticket with Remedy support just now, and referenced Ian's case. The only thing I'll add is that choosing "Edit - Clear All" (Ctl + E) does clear the old diary entry. That might be undesirable, though, since that erases default field values - -- David Durling 706-542-0223 Enterprise IT Services [EMAIL PROTECTED] University of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Diary Field wierdness
What about Ctl-E followed by Ctl-U (set defaults)? Think that would work? Thanks, Ron Tools Admin -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of David Durling Sent: Thursday, March 15, 2007 11:36 AM To: arslist@ARSLIST.ORG Subject: Re: Diary Field wierdness I see the same issue with WUT 7.0.01 patch 001 against our 6.0.1 patch 1351 server (Solaris 9, Oracle 9iR2). I entered a ticket with Remedy support just now, and referenced Ian's case. The only thing I'll add is that choosing "Edit - Clear All" (Ctl + E) does clear the old diary entry. That might be undesirable, though, since that erases default field values - David Durling Enterprise IT Services University of Georgia > Date: Thu, 8 Mar 2007 10:06:18 + > Reply-To: arslist@ARSLIST.ORG > Sender: "Action Request System discussion list(ARSList)" > > From: Ian Trimnell <[EMAIL PROTECTED]> > Organization: The Open University > Subject: Re: Diary Field wierdness > In-Reply-To: > <[EMAIL PROTECTED]> > Content-Type: multipart/alternative; > > Ron Legters wrote: >> ** >> >> Listers - >> I've got an issue here that I'm not seeing in the KB's or Issues log >> on BMC Support, so I thought I'd see if anyone else has seen this. >> I've got a case with BMC Support, too. >> >> We're running HelpDesk 6.0 on ARS 7.0.1 on Windows machines. When my >> users upgraded their User Tools to 7.0.1 patch 1, When they save a >> 'New' case, and a new, blank HD Case window opens, the new window has >> copied the last entry from the worklog of the previous case. They >> can't erase it, either. They can highlight it, and press delete and >> it appears to go away, but when they open it again, it's still there. >> It doesn't appear to stay in the new case once it's saved, though. >> >> I have one HD analyst who hasn't upgraded from 7.0.0 patch 2, and >> this isn't happening to him. >> >> Any ideas? >> >> Thanks, >> Ron Legters >> > Ron, > > We have experienced this problem as well. Our site is purely custom > build and still running on a 6.0.1 server. Our users who installed > the > 7.0.1 WUT (and also those who installed patch 1) have found that, upon > submitting a ticket, the contents of the diary field (equivalent to > your > worklog) stays there in the diary field. Deleting it and writing over > appears to not work as if they open up the diary field the old diary > contents are still there. The new contents are, however, saved with > the new ticket. This sound exactly the same as if happening on your site. > > I would suggest two courses of action: > >1. Submit a ticket to BMC (or your partner) and cross reference it > with ticket ISS03078412. >2. Revert to the 7.0.0 User Tool (any patch level will do) and this > particular problem will cease. > > We are currently in the process of upgrading our system to 7.0.1 and I > have now experienced this problem with the development server and the > 7.0.1 User tool. Needless to say both BMC and our partner are > currently scratching their heads over this one and are claiming to not > to be able to replicate this. > > Hope this all helps, > > Ian > > -- > -- Ian Trimnell, AR System Lead Developer (amongst other jobs), > Specialist Support & Information Team, Academic & Administrative > Computing Service Open University, MILTON KEYNES, UK > Phone: 01908 653741 web: http://www.open.ac.uk/ -- David Durling 706-542-0223 Enterprise IT Services [EMAIL PROTECTED] University of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Diary Field wierdness
I see the same issue with WUT 7.0.01 patch 001 against our 6.0.1 patch 1351 server (Solaris 9, Oracle 9iR2). I entered a ticket with Remedy support just now, and referenced Ian's case. The only thing I'll add is that choosing "Edit - Clear All" (Ctl + E) does clear the old diary entry. That might be undesirable, though, since that erases default field values - David Durling Enterprise IT Services University of Georgia Date: Thu, 8 Mar 2007 10:06:18 + Reply-To: arslist@ARSLIST.ORG Sender: "Action Request System discussion list(ARSList)" From: Ian Trimnell <[EMAIL PROTECTED]> Organization: The Open University Subject: Re: Diary Field wierdness In-Reply-To: <[EMAIL PROTECTED]> Content-Type: multipart/alternative; Ron Legters wrote: ** Listers - I've got an issue here that I'm not seeing in the KB's or Issues log on BMC Support, so I thought I'd see if anyone else has seen this. I've got a case with BMC Support, too. We're running HelpDesk 6.0 on ARS 7.0.1 on Windows machines. When my users upgraded their User Tools to 7.0.1 patch 1, When they save a 'New' case, and a new, blank HD Case window opens, the new window has copied the last entry from the worklog of the previous case. They can't erase it, either. They can highlight it, and press delete and it appears to go away, but when they open it again, it's still there. It doesn't appear to stay in the new case once it's saved, though. I have one HD analyst who hasn't upgraded from 7.0.0 patch 2, and this isn't happening to him. Any ideas? Thanks, Ron Legters Ron, We have experienced this problem as well. Our site is purely custom build and still running on a 6.0.1 server. Our users who installed the 7.0.1 WUT (and also those who installed patch 1) have found that, upon submitting a ticket, the contents of the diary field (equivalent to your worklog) stays there in the diary field. Deleting it and writing over appears to not work as if they open up the diary field the old diary contents are still there. The new contents are, however, saved with the new ticket. This sound exactly the same as if happening on your site. I would suggest two courses of action: 1. Submit a ticket to BMC (or your partner) and cross reference it with ticket ISS03078412. 2. Revert to the 7.0.0 User Tool (any patch level will do) and this particular problem will cease. We are currently in the process of upgrading our system to 7.0.1 and I have now experienced this problem with the development server and the 7.0.1 User tool. Needless to say both BMC and our partner are currently scratching their heads over this one and are claiming to not to be able to replicate this. Hope this all helps, Ian Ian Trimnell, AR System Lead Developer (amongst other jobs), Specialist Support & Information Team, Academic & Administrative Computing Service Open University, MILTON KEYNES, UK Phone: 01908 653741 web: http://www.open.ac.uk/ -- David Durling 706-542-0223 Enterprise IT Services [EMAIL PROTECTED] University of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Diary Field wierdness
Ron Legters wrote: ** Listers - I've got an issue here that I'm not seeing in the KB's or Issues log on BMC Support, so I thought I'd see if anyone else has seen this. I've got a case with BMC Support, too. We're running HelpDesk 6.0 on ARS 7.0.1 on Windows machines. When my users upgraded their User Tools to 7.0.1 patch 1, When they save a 'New' case, and a new, blank HD Case window opens, the new window has copied the last entry from the worklog of the previous case. They can't erase it, either. They can highlight it, and press delete and it appears to go away, but when they open it again, it's still there. It doesn't appear to stay in the new case once it's saved, though. I have one HD analyst who hasn't upgraded from 7.0.0 patch 2, and this isn't happening to him. Any ideas? Thanks, Ron Legters Ron, We have experienced this problem as well. Our site is purely custom build and still running on a 6.0.1 server. Our users who installed the 7.0.1 WUT (and also those who installed patch 1) have found that, upon submitting a ticket, the contents of the diary field (equivalent to your worklog) stays there in the diary field. Deleting it and writing over appears to not work as if they open up the diary field the old diary contents are still there. The new contents are, however, saved with the new ticket. This sound exactly the same as if happening on your site. I would suggest two courses of action: 1. Submit a ticket to BMC (or your partner) and cross reference it with ticket ISS03078412. 2. Revert to the 7.0.0 User Tool (any patch level will do) and this particular problem will cease. We are currently in the process of upgrading our system to 7.0.1 and I have now experienced this problem with the development server and the 7.0.1 User tool. Needless to say both BMC and our partner are currently scratching their heads over this one and are claiming to not to be able to replicate this. Hope this all helps, Ian Ian Trimnell, AR System Lead Developer (amongst other jobs), Specialist Support & Information Team, Academic & Administrative Computing Service Open University, MILTON KEYNES, UK Phone: 01908 653741 web: http://www.open.ac.uk/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Diary Field wierdness
Listers - I've got an issue here that I'm not seeing in the KB's or Issues log on BMC Support, so I thought I'd see if anyone else has seen this. I've got a case with BMC Support, too. We're running HelpDesk 6.0 on ARS 7.0.1 on Windows machines. When my users upgraded their User Tools to 7.0.1 patch 1, When they save a 'New' case, and a new, blank HD Case window opens, the new window has copied the last entry from the worklog of the previous case. They can't erase it, either. They can highlight it, and press delete and it appears to go away, but when they open it again, it's still there. It doesn't appear to stay in the new case once it's saved, though. I have one HD analyst who hasn't upgraded from 7.0.0 patch 2, and this isn't happening to him. Any ideas? Thanks, Ron Legters Tools Administrator Data & Systems Services Univar USA Inc. 425.889.3952 Office 425.889.4111 Fax www.univarusa.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
