Re: Issues with using Incident Interface Create form to push record to HPD?
Mary, I verified the same issue exists in ITSM 7.0.02, patch 5. I contacted BMC and it looks like this is a known defect (SW00283078). I'll import the hotfix in our development environment and let you know if it fixes the issue. Message from BMC was "The issue is some obsolete fields (left over from ITSP app) are getting set with workflow on menu select." Later, Robin Anderson, OCP Remedy Systems Administrator Jefferson County Public Schools Phone: 303-982-2387 Email: [EMAIL PROTECTED] From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A. Sent: Monday, December 17, 2007 6:55 AM To: arslist@ARSLIST.ORG Subject: Re: Issues with using Incident Interface Create form to push record to HPD? What about the Assignee Groups field (field 112)? This may not be getting set properly. I am checking to see what exactly is set by selecting the group drop down menus. Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Monday, December 17, 2007 8:51 AM To: arslist@ARSLIST.ORG Subject: Re: Issues with using Incident Interface Create form to push record to HPD? ** Hi Ty, That was probably a bad way to phrase it... sorry. When you open the IM form (HPD: Help Desk form) in search mode, then go to the Assignment tab and use the menus attached to the Incident Assignee, choose Support Company, Support Org, Assigned group; then click on Search. The records that were pushed to HPD from the Incident Interface create form are not returned in the search. However, you can free form type in what you want to search on, and it's returned. So, I even checked what's getting set when the fields are chosen by the menu, but again, I can't see any difference in what's being stored in the record. :-( Thanks!!! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Monday, December 17, 2007 7:43 AM To: arslist@ARSLIST.ORG Subject: Re: Issues with using Incident Interface Create form to push record to HPD? ** Mary - what do you mean they are not searchable - can you be more specific - what are you doing to search? On 12/17/07, Mary Dollus <[EMAIL PROTECTED]> wrote: Morning, I'm using the HPD:Incident Interface Create form to push records into the HPD:Help Desk form; however we've found an issue and I'm wondering if anyone else has seen this happen. The record populates ok in the Help Desk form and it all seems ok. The ticket can be worked and moved from status to status with no issues. However, if you attempt to search for records by using the menus on the Assignment tab, the records that were pushed do not show up in the search. If you reassign the ticket, they'll show up. So,,, I compared two records, one that was pushed and one that was not to see if there were any differences there were some but they were minimal and nothing that would seem to create the issue. So, I took one of the pushed records and assigned it to me. Then I compared that record in both of it's states, pushed from the Interface form and then reassigned to me in the HPD form. Still minor differences... I merged the two docs to find the differences and the only things different Are below. Where you see only one value, that means one was blank and the other had a value, (like the first one has Yes and nothing else,, that means one doc had Yes, the other was NULL) Assigned Group Uses OLA(100572) : Yes Assignee Login ID(4) : mtdollu1testusermtd Assignee+ : Mary DollusTest User Last Date Duration Calculated(100631) : 12/17/2007 6:43:1816:40 AM Last Modified Date : 12/17/2007 6:43:1916:53 AM Shifts Flag(100296) : No SLMEventLookupTblKeyword : SLM:EventSchedule SLMLookupTblKeyword : SLM:Measurement Total Transfers: : 10 Transfers between Individuals: : 10 z1D_Previous Assignee Login ID(301323300) : testusermtd I have no clue why they aren't searchable Any and all ideas are so welcome...:) ARS 7.0.01 Apps are on 7.0.02 no patches Thanks!!! Mary Dollus ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Issues with using Incident Interface Create form to push record to HPD?
I can't help myself, I must reply. Is there a chance that on Push that there is a field queried by the menu has a space on the tail end of it, and when you reassign the ticket, the space gets removed? I've seen this over and over again, just a shot in the dark. Happy hunting! Darrell E Reading II Contact Center Development Wal-Mart 45739 [EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]> ## ## ## ## ## ## ## From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ben Cantatore Sent: Monday, December 17, 2007 14:21 To: arslist@ARSLIST.ORG Subject: Re: Issues with using Incident Interface Create form to push record to HPD? ** LOL, You're probably right about the table ID, I was thinking that number was static, but now that I think about it, makes more sense that its generated on the fly. Ben Cantatore Remedy Administrator Avon (914) 935-2946 Mary Dollus <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 12/17/2007 03:15 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Issues with using Incident Interface Create form to push record to HPD? Hi Ben, In my db the T1268 is the HPD:Help Desk form. The table id is relative to your installation. Hmmm that's a thought,, I'll check it out. Thanks... -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ben Cantatore Sent: Monday, December 17, 2007 2:10 PM To: arslist@ARSLIST.ORG Subject: Re: Issues with using Incident Interface Create form to push record to HPD? Mary, this is a guess, but sounds like you have an active link firing that is setting a field on search when it probably should set for submit only. I recommend flipping on logging to see if that might be the problem. Also T1268 is SLM:EventSchedule if that's at all helpful. PS ITSM Apps with no patch has lots of issues Ben Cantatore Remedy Administrator Avon (914) 935-2946 Mary Dollus <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 12/17/2007 02:43 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Issues with using Incident Interface Create form to push record to HPD? ** Ok.. I found the issue, I think,, now I just have to see how to get these fields to set on Submit because the OTB workflow is not doing it properly. I compared the 2 sql statements, searching both ways and found out the search is looking for more (which I knew but wasn?t sure exactly what). AND (Assigned Group Uses OLA T1268.C100572 = 0) AND (Shifts Flag T1268.C100296 = 1) In addition to what I?m looking for,, it?s also looking for the above? so once I figure that out I should be good to go? ?should? being the operative word J Thanks everyone for their invaluable assistance J -Mary From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Monday, December 17, 2007 10:32 AM To: arslist@ARSLIST.ORG Subject: Re: Issues with using Incident Interface Create form to push record to HPD? Hmmm the Assignee Groups is getting set properly. It?s the same on both manually entered, or pushed from Incident Interface Create. I push over the Support Group info from our staging form into the Incident Interface Create form, and it uses the OTB workflow to push to the HPD form. - Mary From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Monday, December 17, 2007 8:19 AM To: arslist@ARSLIST.ORG Subject: Re: Issues with using Incident Interface Create form to push record to HPD? ** I'm thinking the same thing. Mary how are you assigning to the groups / individuals? Ty On 12/17/07, Lammey, Peter A. <[EMAIL PROTECTED]> wrote: ** What about the Assignee Groups field (field 112)? This may not be getting set properly. I am checking to see what exactly is set by selecting the group drop down menus. Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 From: Action Request System discussion list(ARSList) [mailto: ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Ar ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" __20060125___This posting was submitted with HTML in it___ - **
Re: Issues with using Incident Interface Create form to push record to HPD?
Wow... this came at the exact time I had that active link open,, scratching my head wondering why it was doing those actions.. Thanks Christopher!!! :) -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Monday, December 17, 2007 2:22 PM To: arslist@ARSLIST.ORG Subject: Re: Issues with using Incident Interface Create form to push record to HPD? I remember that I posted something a week or two ago about this - that they had erroneous workflow qualifying the search (when executed using the assignment menus to select the Assigned Group) that excluded records that could be found if you simply pasted the Assigned Group name into an advanced search. This is now Defect #SW00282903. Temporary workaround that BMC Support sent me: == Step 1: Create the new active link HPD:INC:ASGGRP_010_ClearSetFlds_1 by using the File -> Save as option from existing active link HPD:INC:ASGGRP_010_ClearSetFlds Step 2: Remove second set fields action from active link HPD:INC:ASGGRP_010_ClearSetFlds Step 3: open newly created active link HPD:INC:ASGGRP_010_ClearSetFlds_1 remove the first Set Fields Action and make following changes 1) Execute on should be Submit and modify and uncheck Menu/Row/Level Choice 2) Run if - Assigned Group !- $ Null $ Save both Active Links == Note that I disabled the original and created one named *HPD:INC:ASGGRP_010_ClearSetFlds that has the change in Step 2 active. BTW, I would not recommend testing the application functionality without patching the app through 006. The number of known, broken functions that have already been fixed in application patches is huge. You don't want to keep rediscovering problems that have already been fixed if you don't have to - there are plenty of unfixed bugs beyond patch 006, some known and recorded as defects, and some not yet bugged (like the one above was). 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:[EMAIL PROTECTED] On Behalf Of Mary Dollus > Sent: Monday, December 17, 2007 7:22 AM > To: arslist@ARSLIST.ORG > Subject: Issues with using Incident Interface Create form to > push record to HPD? > > Morning, > > I'm using the HPD:Incident Interface Create form to push > records into the HPD:Help Desk form; however we've found an > issue and I'm wondering if anyone else has seen this happen. > > The record populates ok in the Help Desk form and it all > seems ok. The ticket can be worked and moved from status to > status with no issues. > > However, if you attempt to search for records by using the > menus on the Assignment tab, the records that were pushed do > not show up in the search. > If you reassign the ticket, they'll show up. > > So,,, I compared two records, one that was pushed and one > that was not to see if there were any differences there > were some but they were minimal and nothing that would seem > to create the issue. > > So, I took one of the pushed records and assigned it to me. > Then I compared that record in both of it's states, pushed > from the Interface form and then reassigned to me in the HPD > form. Still minor differences... > > I merged the two docs to find the differences and the only > things different Are below. Where you see only one value, > that means one was blank and the other had a value, (like the > first one has Yes and nothing else,, that means one doc had > Yes, the other was NULL) > > Assigned Group Uses OLA(100572) : Yes Assignee Login > ID(4) : mtdollu1testusermtd > Assignee+ : Mary DollusTest User > Last Date Duration Calculated(100631) : 12/17/2007 > 6:43:1816:40 AM Last Modified Date : 12/17/2007 6:43:1916:53 > AM Shifts Flag(100296) : No SLMEventLookupTblKeyword : > SLM:EventSchedule SLMLookupTblKeyword : SLM:Measurement Total > Transfers: : 10 Transfers between Individuals: : 10 > z1D_Previous Assignee Login ID(301323300) : testusermtd > > I have no clue why they aren't searchable > > Any and all ideas are so welcome...:) > > ARS 7.0.01 > Apps are on 7.0.02 no patches > > Thanks!!! > > > Mary Dollus > > __ > _ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org P
Re: Issues with using Incident Interface Create form to push record to HPD?
I remember that I posted something a week or two ago about this - that they had erroneous workflow qualifying the search (when executed using the assignment menus to select the Assigned Group) that excluded records that could be found if you simply pasted the Assigned Group name into an advanced search. This is now Defect #SW00282903. Temporary workaround that BMC Support sent me: == Step 1: Create the new active link HPD:INC:ASGGRP_010_ClearSetFlds_1 by using the File -> Save as option from existing active link HPD:INC:ASGGRP_010_ClearSetFlds Step 2: Remove second set fields action from active link HPD:INC:ASGGRP_010_ClearSetFlds Step 3: open newly created active link HPD:INC:ASGGRP_010_ClearSetFlds_1 remove the first Set Fields Action and make following changes 1) Execute on should be Submit and modify and uncheck Menu/Row/Level Choice 2) Run if - Assigned Group !- $ Null $ Save both Active Links == Note that I disabled the original and created one named *HPD:INC:ASGGRP_010_ClearSetFlds that has the change in Step 2 active. BTW, I would not recommend testing the application functionality without patching the app through 006. The number of known, broken functions that have already been fixed in application patches is huge. You don't want to keep rediscovering problems that have already been fixed if you don't have to - there are plenty of unfixed bugs beyond patch 006, some known and recorded as defects, and some not yet bugged (like the one above was). 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:[EMAIL PROTECTED] On Behalf Of Mary Dollus > Sent: Monday, December 17, 2007 7:22 AM > To: arslist@ARSLIST.ORG > Subject: Issues with using Incident Interface Create form to > push record to HPD? > > Morning, > > I'm using the HPD:Incident Interface Create form to push > records into the HPD:Help Desk form; however we've found an > issue and I'm wondering if anyone else has seen this happen. > > The record populates ok in the Help Desk form and it all > seems ok. The ticket can be worked and moved from status to > status with no issues. > > However, if you attempt to search for records by using the > menus on the Assignment tab, the records that were pushed do > not show up in the search. > If you reassign the ticket, they'll show up. > > So,,, I compared two records, one that was pushed and one > that was not to see if there were any differences there > were some but they were minimal and nothing that would seem > to create the issue. > > So, I took one of the pushed records and assigned it to me. > Then I compared that record in both of it's states, pushed > from the Interface form and then reassigned to me in the HPD > form. Still minor differences... > > I merged the two docs to find the differences and the only > things different Are below. Where you see only one value, > that means one was blank and the other had a value, (like the > first one has Yes and nothing else,, that means one doc had > Yes, the other was NULL) > > Assigned Group Uses OLA(100572) : Yes Assignee Login > ID(4) : mtdollu1testusermtd > Assignee+ : Mary DollusTest User > Last Date Duration Calculated(100631) : 12/17/2007 > 6:43:1816:40 AM Last Modified Date : 12/17/2007 6:43:1916:53 > AM Shifts Flag(100296) : No SLMEventLookupTblKeyword : > SLM:EventSchedule SLMLookupTblKeyword : SLM:Measurement Total > Transfers: : 10 Transfers between Individuals: : 10 > z1D_Previous Assignee Login ID(301323300) : testusermtd > > I have no clue why they aren't searchable > > Any and all ideas are so welcome...:) > > ARS 7.0.01 > Apps are on 7.0.02 no patches > > Thanks!!! > > > Mary Dollus > > __ > _ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Issues with using Incident Interface Create form to push record to HPD?
LOL, You're probably right about the table ID, I was thinking that number was static, but now that I think about it, makes more sense that its generated on the fly. Ben Cantatore Remedy Administrator Avon (914) 935-2946 Mary Dollus <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 12/17/2007 03:15 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Issues with using Incident Interface Create form to push record to HPD? Hi Ben, In my db the T1268 is the HPD:Help Desk form. The table id is relative to your installation. Hmmm that's a thought,, I'll check it out. Thanks... -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ben Cantatore Sent: Monday, December 17, 2007 2:10 PM To: arslist@ARSLIST.ORG Subject: Re: Issues with using Incident Interface Create form to push record to HPD? Mary, this is a guess, but sounds like you have an active link firing that is setting a field on search when it probably should set for submit only. I recommend flipping on logging to see if that might be the problem. Also T1268 is SLM:EventSchedule if that's at all helpful. PS ITSM Apps with no patch has lots of issues Ben Cantatore Remedy Administrator Avon (914) 935-2946 Mary Dollus <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 12/17/2007 02:43 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Issues with using Incident Interface Create form to push record to HPD? ** Ok.. I found the issue, I think,, now I just have to see how to get these fields to set on Submit because the OTB workflow is not doing it properly. I compared the 2 sql statements, searching both ways and found out the search is looking for more (which I knew but wasn?t sure exactly what). AND (Assigned Group Uses OLA T1268.C100572 = 0) AND (Shifts Flag T1268.C100296 = 1) In addition to what I?m looking for,, it?s also looking for the above? so once I figure that out I should be good to go? ?should? being the operative word J Thanks everyone for their invaluable assistance J -Mary From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Monday, December 17, 2007 10:32 AM To: arslist@ARSLIST.ORG Subject: Re: Issues with using Incident Interface Create form to push record to HPD? Hmmm the Assignee Groups is getting set properly. It?s the same on both manually entered, or pushed from Incident Interface Create. I push over the Support Group info from our staging form into the Incident Interface Create form, and it uses the OTB workflow to push to the HPD form. - Mary From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Monday, December 17, 2007 8:19 AM To: arslist@ARSLIST.ORG Subject: Re: Issues with using Incident Interface Create form to push record to HPD? ** I'm thinking the same thing. Mary how are you assigning to the groups / individuals? Ty On 12/17/07, Lammey, Peter A. <[EMAIL PROTECTED]> wrote: ** What about the Assignee Groups field (field 112)? This may not be getting set properly. I am checking to see what exactly is set by selecting the group drop down menus. Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 From: Action Request System discussion list(ARSList) [mailto: ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Ar ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Issues with using Incident Interface Create form to push record to HPD?
Hi Ben, In my db the T1268 is the HPD:Help Desk form. The table id is relative to your installation. Hmmm that's a thought,, I'll check it out. Thanks... -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ben Cantatore Sent: Monday, December 17, 2007 2:10 PM To: arslist@ARSLIST.ORG Subject: Re: Issues with using Incident Interface Create form to push record to HPD? Mary, this is a guess, but sounds like you have an active link firing that is setting a field on search when it probably should set for submit only. I recommend flipping on logging to see if that might be the problem. Also T1268 is SLM:EventSchedule if that's at all helpful. PS ITSM Apps with no patch has lots of issues Ben Cantatore Remedy Administrator Avon (914) 935-2946 Mary Dollus <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 12/17/2007 02:43 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Issues with using Incident Interface Create form to push record to HPD? ** Ok.. I found the issue, I think,, now I just have to see how to get these fields to set on Submit because the OTB workflow is not doing it properly. I compared the 2 sql statements, searching both ways and found out the search is looking for more (which I knew but wasn?t sure exactly what). AND (Assigned Group Uses OLA T1268.C100572 = 0) AND (Shifts Flag T1268.C100296 = 1) In addition to what I?m looking for,, it?s also looking for the above? so once I figure that out I should be good to go? ?should? being the operative word J Thanks everyone for their invaluable assistance J -Mary From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Monday, December 17, 2007 10:32 AM To: arslist@ARSLIST.ORG Subject: Re: Issues with using Incident Interface Create form to push record to HPD? Hmmm the Assignee Groups is getting set properly. It?s the same on both manually entered, or pushed from Incident Interface Create. I push over the Support Group info from our staging form into the Incident Interface Create form, and it uses the OTB workflow to push to the HPD form. - Mary From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Monday, December 17, 2007 8:19 AM To: arslist@ARSLIST.ORG Subject: Re: Issues with using Incident Interface Create form to push record to HPD? ** I'm thinking the same thing. Mary how are you assigning to the groups / individuals? Ty On 12/17/07, Lammey, Peter A. <[EMAIL PROTECTED]> wrote: ** What about the Assignee Groups field (field 112)? This may not be getting set properly. I am checking to see what exactly is set by selecting the group drop down menus. Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 From: Action Request System discussion list(ARSList) [mailto: ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Ar ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Issues with using Incident Interface Create form to push record to HPD?
Mary, this is a guess, but sounds like you have an active link firing that is setting a field on search when it probably should set for submit only. I recommend flipping on logging to see if that might be the problem. Also T1268 is SLM:EventSchedule if that's at all helpful. PS ITSM Apps with no patch has lots of issues Ben Cantatore Remedy Administrator Avon (914) 935-2946 Mary Dollus <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 12/17/2007 02:43 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Issues with using Incident Interface Create form to push record to HPD? ** Ok.. I found the issue, I think,, now I just have to see how to get these fields to set on Submit because the OTB workflow is not doing it properly. I compared the 2 sql statements, searching both ways and found out the search is looking for more (which I knew but wasn?t sure exactly what). AND (Assigned Group Uses OLA T1268.C100572 = 0) AND (Shifts Flag T1268.C100296 = 1) In addition to what I?m looking for,, it?s also looking for the above? so once I figure that out I should be good to go? ?should? being the operative word J Thanks everyone for their invaluable assistance J -Mary From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Monday, December 17, 2007 10:32 AM To: arslist@ARSLIST.ORG Subject: Re: Issues with using Incident Interface Create form to push record to HPD? Hmmm the Assignee Groups is getting set properly. It?s the same on both manually entered, or pushed from Incident Interface Create. I push over the Support Group info from our staging form into the Incident Interface Create form, and it uses the OTB workflow to push to the HPD form. - Mary From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Monday, December 17, 2007 8:19 AM To: arslist@ARSLIST.ORG Subject: Re: Issues with using Incident Interface Create form to push record to HPD? ** I'm thinking the same thing. Mary how are you assigning to the groups / individuals? Ty On 12/17/07, Lammey, Peter A. <[EMAIL PROTECTED]> wrote: ** What about the Assignee Groups field (field 112)? This may not be getting set properly. I am checking to see what exactly is set by selecting the group drop down menus. Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 From: Action Request System discussion list(ARSList) [mailto: ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Issues with using Incident Interface Create form to push record to HPD?
Ok.. I found the issue, I think,, now I just have to see how to get these fields to set on Submit because the OTB workflow is not doing it properly. I compared the 2 sql statements, searching both ways and found out the search is looking for more (which I knew but wasn't sure exactly what). AND (Assigned Group Uses OLA T1268.C100572 = 0) AND (Shifts Flag T1268.C100296 = 1) In addition to what I'm looking for,, it's also looking for the above. so once I figure that out I should be good to go. "should" being the operative word :-) Thanks everyone for their invaluable assistance :-) -Mary _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Monday, December 17, 2007 10:32 AM To: arslist@ARSLIST.ORG Subject: Re: Issues with using Incident Interface Create form to push record to HPD? Hmmm the Assignee Groups is getting set properly. It's the same on both manually entered, or pushed from Incident Interface Create. I push over the Support Group info from our staging form into the Incident Interface Create form, and it uses the OTB workflow to push to the HPD form. - Mary _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Monday, December 17, 2007 8:19 AM To: arslist@ARSLIST.ORG Subject: Re: Issues with using Incident Interface Create form to push record to HPD? ** I'm thinking the same thing. Mary how are you assigning to the groups / individuals? Ty On 12/17/07, Lammey, Peter A. <[EMAIL PROTECTED]> wrote: ** What about the Assignee Groups field (field 112)? This may not be getting set properly. I am checking to see what exactly is set by selecting the group drop down menus. Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG> ] On Behalf Of Mary Dollus Sent: Monday, December 17, 2007 8:51 AM To: arslist@ARSLIST.ORG Subject: Re: Issues with using Incident Interface Create form to push record to HPD? ** Hi Ty, That was probably a bad way to phrase it. sorry. When you open the IM form (HPD: Help Desk form) in search mode, then go to the Assignment tab and use the menus attached to the Incident Assignee, choose Support Company, Support Org, Assigned group; then click on Search. The records that were pushed to HPD from the Incident Interface create form are not returned in the search. However, you can free form type in what you want to search on, and it's returned. So, I even checked what's getting set when the fields are chosen by the menu, but again, I can't see any difference in what's being stored in the record. :-( Thanks!!! _ From: Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] On Behalf Of T. Dee Sent: Monday, December 17, 2007 7:43 AM To: arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG> Subject: Re: Issues with using Incident Interface Create form to push record to HPD? ** Mary - what do you mean they are not searchable - can you be more specific - what are you doing to search? On 12/17/07, Mary Dollus < <mailto:[EMAIL PROTECTED]> [EMAIL PROTECTED]> wrote: Morning, I'm using the HPD:Incident Interface Create form to push records into the HPD:Help Desk form; however we've found an issue and I'm wondering if anyone else has seen this happen. The record populates ok in the Help Desk form and it all seems ok. The ticket can be worked and moved from status to status with no issues. However, if you attempt to search for records by using the menus on the Assignment tab, the records that were pushed do not show up in the search. If you reassign the ticket, they'll show up. So,,, I compared two records, one that was pushed and one that was not to see if there were any differences there were some but they were minimal and nothing that would seem to create the issue. So, I took one of the pushed records and assigned it to me. Then I compared that record in both of it's states, pushed from the Interface form and then reassigned to me in the HPD form. Still minor differences... I merged the two docs to find the differences and the only things different Are below. Where you see only one value, that means one was blank and the other had a value, (like the first one has Yes and nothing else,, that means one doc had Yes, the other was NULL) Assigned Group Uses OLA(100572) : Yes Assignee Login ID(4) : mtdollu1testusermtd Assignee+ : Mary DollusTest User Last Date Duration Calculated(100631) : 12/17/2007 6:43:1816:40 AM Last Modified Date : 12/17/2007 6:43:1916:53 AM Shifts Flag(100296) : No SLMEventLookupTblKeyword :
Re: Issues with using Incident Interface Create form to push record to HPD?
Hmmm the Assignee Groups is getting set properly. It's the same on both manually entered, or pushed from Incident Interface Create. I push over the Support Group info from our staging form into the Incident Interface Create form, and it uses the OTB workflow to push to the HPD form. - Mary _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Monday, December 17, 2007 8:19 AM To: arslist@ARSLIST.ORG Subject: Re: Issues with using Incident Interface Create form to push record to HPD? ** I'm thinking the same thing. Mary how are you assigning to the groups / individuals? Ty On 12/17/07, Lammey, Peter A. <[EMAIL PROTECTED]> wrote: ** What about the Assignee Groups field (field 112)? This may not be getting set properly. I am checking to see what exactly is set by selecting the group drop down menus. Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG> ] On Behalf Of Mary Dollus Sent: Monday, December 17, 2007 8:51 AM To: arslist@ARSLIST.ORG Subject: Re: Issues with using Incident Interface Create form to push record to HPD? ** Hi Ty, That was probably a bad way to phrase it. sorry. When you open the IM form (HPD: Help Desk form) in search mode, then go to the Assignment tab and use the menus attached to the Incident Assignee, choose Support Company, Support Org, Assigned group; then click on Search. The records that were pushed to HPD from the Incident Interface create form are not returned in the search. However, you can free form type in what you want to search on, and it's returned. So, I even checked what's getting set when the fields are chosen by the menu, but again, I can't see any difference in what's being stored in the record. :-( Thanks!!! _ From: Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] On Behalf Of T. Dee Sent: Monday, December 17, 2007 7:43 AM To: arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG> Subject: Re: Issues with using Incident Interface Create form to push record to HPD? ** Mary - what do you mean they are not searchable - can you be more specific - what are you doing to search? On 12/17/07, Mary Dollus < <mailto:[EMAIL PROTECTED]> [EMAIL PROTECTED]> wrote: Morning, I'm using the HPD:Incident Interface Create form to push records into the HPD:Help Desk form; however we've found an issue and I'm wondering if anyone else has seen this happen. The record populates ok in the Help Desk form and it all seems ok. The ticket can be worked and moved from status to status with no issues. However, if you attempt to search for records by using the menus on the Assignment tab, the records that were pushed do not show up in the search. If you reassign the ticket, they'll show up. So,,, I compared two records, one that was pushed and one that was not to see if there were any differences there were some but they were minimal and nothing that would seem to create the issue. So, I took one of the pushed records and assigned it to me. Then I compared that record in both of it's states, pushed from the Interface form and then reassigned to me in the HPD form. Still minor differences... I merged the two docs to find the differences and the only things different Are below. Where you see only one value, that means one was blank and the other had a value, (like the first one has Yes and nothing else,, that means one doc had Yes, the other was NULL) Assigned Group Uses OLA(100572) : Yes Assignee Login ID(4) : mtdollu1testusermtd Assignee+ : Mary DollusTest User Last Date Duration Calculated(100631) : 12/17/2007 6:43:1816:40 AM Last Modified Date : 12/17/2007 6:43:1916:53 AM Shifts Flag(100296) : No SLMEventLookupTblKeyword : SLM:EventSchedule SLMLookupTblKeyword : SLM:Measurement Total Transfers: : 10 Transfers between Individuals: : 10 z1D_Previous Assignee Login ID(301323300) : testusermtd I have no clue why they aren't searchable Any and all ideas are so welcome...:) ARS 7.0.01 Apps are on 7.0.02 no patches Thanks!!! Mary Dollus ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org <http://www.arslist.org/> Platinum Sponsor: www.rmsportal.com <http://www.rmsportal.com/> ARSlist: "Where the Answers Are" __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HT
Re: Issues with using Incident Interface Create form to push record to HPD?
Hi Peter, That field is Display Only on the HPD form, so do u mean it's not getting set somewhere else properly? I did notice this,,, two fields getting set on search and when I manually change the assignee to me are: SLMEventLookupTblKeyword : SLM:EventSchedule SLMLookupTblKeyword : SLM:Measurement So, I'll see about setting them in the push to HPD.. _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A. Sent: Monday, December 17, 2007 8:35 AM To: arslist@ARSLIST.ORG Subject: Re: Issues with using Incident Interface Create form to push record to HPD? Looks like for the Assignee Group selection using the drop down sets the following fields with info probably from the CTM:Support Groups form: Assigned Group ID (100079) = SGP0024 (this is what you should see based on the group I believe you are testing with) Shifts Flag (100296) = 1 z1D Assigned Group Role (100570) = Help Desk Assigned Group Uses OLA (100572) = 0 z1D Assigned Group Uses SLA (100574) = 0 On the list of differences you have below you have all the above listed except I think z1D Assigned Group Role. Is that the field not getting set properly from the HPD:Incident Interface Create? Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Monday, December 17, 2007 8:51 AM To: arslist@ARSLIST.ORG Subject: Re: Issues with using Incident Interface Create form to push record to HPD? ** Hi Ty, That was probably a bad way to phrase it. sorry. When you open the IM form (HPD: Help Desk form) in search mode, then go to the Assignment tab and use the menus attached to the Incident Assignee, choose Support Company, Support Org, Assigned group; then click on Search. The records that were pushed to HPD from the Incident Interface create form are not returned in the search. However, you can free form type in what you want to search on, and it's returned. So, I even checked what's getting set when the fields are chosen by the menu, but again, I can't see any difference in what's being stored in the record. :-( Thanks!!! _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Monday, December 17, 2007 7:43 AM To: arslist@ARSLIST.ORG Subject: Re: Issues with using Incident Interface Create form to push record to HPD? ** Mary - what do you mean they are not searchable - can you be more specific - what are you doing to search? On 12/17/07, Mary Dollus <[EMAIL PROTECTED]> wrote: Morning, I'm using the HPD:Incident Interface Create form to push records into the HPD:Help Desk form; however we've found an issue and I'm wondering if anyone else has seen this happen. The record populates ok in the Help Desk form and it all seems ok. The ticket can be worked and moved from status to status with no issues. However, if you attempt to search for records by using the menus on the Assignment tab, the records that were pushed do not show up in the search. If you reassign the ticket, they'll show up. So,,, I compared two records, one that was pushed and one that was not to see if there were any differences there were some but they were minimal and nothing that would seem to create the issue. So, I took one of the pushed records and assigned it to me. Then I compared that record in both of it's states, pushed from the Interface form and then reassigned to me in the HPD form. Still minor differences... I merged the two docs to find the differences and the only things different Are below. Where you see only one value, that means one was blank and the other had a value, (like the first one has Yes and nothing else,, that means one doc had Yes, the other was NULL) Assigned Group Uses OLA(100572) : Yes Assignee Login ID(4) : mtdollu1testusermtd Assignee+ : Mary DollusTest User Last Date Duration Calculated(100631) : 12/17/2007 6:43:1816:40 AM Last Modified Date : 12/17/2007 6:43:1916:53 AM Shifts Flag(100296) : No SLMEventLookupTblKeyword : SLM:EventSchedule SLMLookupTblKeyword : SLM:Measurement Total Transfers: : 10 Transfers between Individuals: : 10 z1D_Previous Assignee Login ID(301323300) : testusermtd I have no clue why they aren't searchable Any and all ideas are so welcome...:) ARS 7.0.01 Apps are on 7.0.02 no patches Thanks!!! Mary Dollus ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" __20060125___This posting was submitted
Re: Issues with using Incident Interface Create form to push record to HPD?
You are going to have to set the other fields that are being set by Remedy as per Peter's email because when you select the 3 group levels it is setting other fields. Turn on Active Links just before you are about to manually set the 3 levels of group and you will see - it also sets another field when you select the person. On 12/17/07, Mary Dollus <[EMAIL PROTECTED]> wrote: > > ** > > There is another form ( a staging form of sorts that is being set from > another ticketing system). > > > > On a trigger from that form, data is pushed into the Incident Interface > form, the: > > Assigned Group ID > > Assigned Support Organization > > Categorization Tiers 1, 2, 3 > > Description > > First Name > > Last Name > > Person ID > > Reported Source > > Service Type > > Status > > Urgency > > Z1D_Action (CREATE) > > Impact > > Assigned Support Company > > Assigned Group > > And a couple of misc fields we need from the external TT app… > > > > Then on submit, it uses the OTB workflow to push a new record to the HPD > form; although I added new fields to account for the misc fields we need to > populate. > > > > Thanks…. > > > > > -- > > *From:* Action Request System discussion list(ARSList) [mailto: > [EMAIL PROTECTED] *On Behalf Of *T. Dee > *Sent:* Monday, December 17, 2007 8:12 AM > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Issues with using Incident Interface Create form to push > record to HPD? > > > > ** > > How are you "creating" the tickets via HPD:Incident Interface Create? > > Ty > > > > > > > On 12/17/07, *Mary Dollus* <[EMAIL PROTECTED]> wrote: > > ** > > Hi Ty, > > > > That was probably a bad way to phrase it… sorry. > > > > When you open the IM form (HPD: Help Desk form) in search mode, then go to > the Assignment tab and use the menus attached to the Incident Assignee, > choose Support Company, Support Org, Assigned group; then click on Search. > > > > The records that were pushed to HPD from the Incident Interface create > form are not returned in the search. > > > > However, you can free form type in what you want to search on, and it's > returned. So, I even checked what's getting set when the fields are chosen > by the menu, but again, I can't see any difference in what's being stored in > the record. L > > > > Thanks!!! > > > -- > > *From:* Action Request System discussion list(ARSList) [mailto: > [EMAIL PROTECTED] *On Behalf Of *T. Dee > *Sent:* Monday, December 17, 2007 7:43 AM > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Issues with using Incident Interface Create form to push > record to HPD? > > > > ** Mary - what do you mean they are not searchable - can you be more > specific - what are you doing to search? > > On 12/17/07, *Mary Dollus* < [EMAIL PROTECTED]> wrote: > > Morning, > > I'm using the HPD:Incident Interface Create form to push records into the > HPD:Help Desk form; however we've found an issue and I'm wondering if > anyone > else has seen this happen. > > The record populates ok in the Help Desk form and it all seems ok. The > ticket can be worked and moved from status to status with no issues. > > However, if you attempt to search for records by using the menus on the > Assignment tab, the records that were pushed do not show up in the search. > If you reassign the ticket, they'll show up. > > So,,, I compared two records, one that was pushed and one that was not to > see if there were any differences there were some but they were > minimal > and nothing that would seem to create the issue. > > So, I took one of the pushed records and assigned it to me. Then I > compared > that record in both of it's states, pushed from the Interface form and > then > reassigned to me in the HPD form. Still minor differences... > > I merged the two docs to find the differences and the only things > different > Are below. Where you see only one value, that means one was blank and the > > other had a value, (like the first one has Yes and nothing else,, that > means > one doc had Yes, the other was NULL) > > Assigned Group Uses OLA(100572) : Yes > Assignee Login ID(4) : mtdollu1testusermtd > Assignee+ : Mary DollusTest User > Last Date Duration Calculated(100631) : 12/17/2007 6:43:1816:40 AM > Last Modified Date : 12/17/2007 6:43:1916:53 AM > Shifts Flag(100296) : No > SLMEventLookupTblKeyword : SLM:EventSchedule > SLMLookupTblKeyword : SLM:Mea
Re: Issues with using Incident Interface Create form to push record to HPD?
There is another form ( a staging form of sorts that is being set from another ticketing system). On a trigger from that form, data is pushed into the Incident Interface form, the: Assigned Group ID Assigned Support Organization Categorization Tiers 1, 2, 3 Description First Name Last Name Person ID Reported Source Service Type Status Urgency Z1D_Action (CREATE) Impact Assigned Support Company Assigned Group And a couple of misc fields we need from the external TT app. Then on submit, it uses the OTB workflow to push a new record to the HPD form; although I added new fields to account for the misc fields we need to populate. Thanks.. _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Monday, December 17, 2007 8:12 AM To: arslist@ARSLIST.ORG Subject: Re: Issues with using Incident Interface Create form to push record to HPD? ** How are you "creating" the tickets via HPD:Incident Interface Create? Ty On 12/17/07, Mary Dollus <[EMAIL PROTECTED]> wrote: ** Hi Ty, That was probably a bad way to phrase it. sorry. When you open the IM form (HPD: Help Desk form) in search mode, then go to the Assignment tab and use the menus attached to the Incident Assignee, choose Support Company, Support Org, Assigned group; then click on Search. The records that were pushed to HPD from the Incident Interface create form are not returned in the search. However, you can free form type in what you want to search on, and it's returned. So, I even checked what's getting set when the fields are chosen by the menu, but again, I can't see any difference in what's being stored in the record. :-( Thanks!!! _ From: Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] On Behalf Of T. Dee Sent: Monday, December 17, 2007 7:43 AM To: arslist@ARSLIST.ORG Subject: Re: Issues with using Incident Interface Create form to push record to HPD? ** Mary - what do you mean they are not searchable - can you be more specific - what are you doing to search? On 12/17/07, Mary Dollus < <mailto:[EMAIL PROTECTED]> [EMAIL PROTECTED]> wrote: Morning, I'm using the HPD:Incident Interface Create form to push records into the HPD:Help Desk form; however we've found an issue and I'm wondering if anyone else has seen this happen. The record populates ok in the Help Desk form and it all seems ok. The ticket can be worked and moved from status to status with no issues. However, if you attempt to search for records by using the menus on the Assignment tab, the records that were pushed do not show up in the search. If you reassign the ticket, they'll show up. So,,, I compared two records, one that was pushed and one that was not to see if there were any differences there were some but they were minimal and nothing that would seem to create the issue. So, I took one of the pushed records and assigned it to me. Then I compared that record in both of it's states, pushed from the Interface form and then reassigned to me in the HPD form. Still minor differences... I merged the two docs to find the differences and the only things different Are below. Where you see only one value, that means one was blank and the other had a value, (like the first one has Yes and nothing else,, that means one doc had Yes, the other was NULL) Assigned Group Uses OLA(100572) : Yes Assignee Login ID(4) : mtdollu1testusermtd Assignee+ : Mary DollusTest User Last Date Duration Calculated(100631) : 12/17/2007 6:43:1816:40 AM Last Modified Date : 12/17/2007 6:43:1916:53 AM Shifts Flag(100296) : No SLMEventLookupTblKeyword : SLM:EventSchedule SLMLookupTblKeyword : SLM:Measurement Total Transfers: : 10 Transfers between Individuals: : 10 z1D_Previous Assignee Login ID(301323300) : testusermtd I have no clue why they aren't searchable Any and all ideas are so welcome...:) ARS 7.0.01 Apps are on 7.0.02 no patches Thanks!!! Mary Dollus ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org <http://www.arslist.org/> Platinum Sponsor: www.rmsportal.com <http://www.rmsportal.com/> ARSlist: "Where the Answers Are" __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Issues with using Incident Interface Create form to push record to HPD?
Looks like for the Assignee Group selection using the drop down sets the following fields with info probably from the CTM:Support Groups form: Assigned Group ID (100079) = SGP0024 (this is what you should see based on the group I believe you are testing with) Shifts Flag (100296) = 1 z1D Assigned Group Role (100570) = Help Desk Assigned Group Uses OLA (100572) = 0 z1D Assigned Group Uses SLA (100574) = 0 On the list of differences you have below you have all the above listed except I think z1D Assigned Group Role. Is that the field not getting set properly from the HPD:Incident Interface Create? Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Monday, December 17, 2007 8:51 AM To: arslist@ARSLIST.ORG Subject: Re: Issues with using Incident Interface Create form to push record to HPD? ** Hi Ty, That was probably a bad way to phrase it... sorry. When you open the IM form (HPD: Help Desk form) in search mode, then go to the Assignment tab and use the menus attached to the Incident Assignee, choose Support Company, Support Org, Assigned group; then click on Search. The records that were pushed to HPD from the Incident Interface create form are not returned in the search. However, you can free form type in what you want to search on, and it's returned. So, I even checked what's getting set when the fields are chosen by the menu, but again, I can't see any difference in what's being stored in the record. :-( Thanks!!! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Monday, December 17, 2007 7:43 AM To: arslist@ARSLIST.ORG Subject: Re: Issues with using Incident Interface Create form to push record to HPD? ** Mary - what do you mean they are not searchable - can you be more specific - what are you doing to search? On 12/17/07, Mary Dollus <[EMAIL PROTECTED]> wrote: Morning, I'm using the HPD:Incident Interface Create form to push records into the HPD:Help Desk form; however we've found an issue and I'm wondering if anyone else has seen this happen. The record populates ok in the Help Desk form and it all seems ok. The ticket can be worked and moved from status to status with no issues. However, if you attempt to search for records by using the menus on the Assignment tab, the records that were pushed do not show up in the search. If you reassign the ticket, they'll show up. So,,, I compared two records, one that was pushed and one that was not to see if there were any differences there were some but they were minimal and nothing that would seem to create the issue. So, I took one of the pushed records and assigned it to me. Then I compared that record in both of it's states, pushed from the Interface form and then reassigned to me in the HPD form. Still minor differences... I merged the two docs to find the differences and the only things different Are below. Where you see only one value, that means one was blank and the other had a value, (like the first one has Yes and nothing else,, that means one doc had Yes, the other was NULL) Assigned Group Uses OLA(100572) : Yes Assignee Login ID(4) : mtdollu1testusermtd Assignee+ : Mary DollusTest User Last Date Duration Calculated(100631) : 12/17/2007 6:43:1816:40 AM Last Modified Date : 12/17/2007 6:43:1916:53 AM Shifts Flag(100296) : No SLMEventLookupTblKeyword : SLM:EventSchedule SLMLookupTblKeyword : SLM:Measurement Total Transfers: : 10 Transfers between Individuals: : 10 z1D_Previous Assignee Login ID(301323300) : testusermtd I have no clue why they aren't searchable Any and all ideas are so welcome...:) ARS 7.0.01 Apps are on 7.0.02 no patches Thanks!!! Mary Dollus ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Issues with using Incident Interface Create form to push record to HPD?
I'm thinking the same thing. Mary how are you assigning to the groups / individuals? Ty On 12/17/07, Lammey, Peter A. <[EMAIL PROTECTED]> wrote: > > ** What about the Assignee Groups field (field 112)? > This may not be getting set properly. > > I am checking to see what exactly is set by selecting the group drop down > menus. > > Thanks > Peter Lammey > ESPN MIT Technical Services & Applications Management > 860-766-4761 > > > -- > *From:* Action Request System discussion list(ARSList) [mailto: > [EMAIL PROTECTED] *On Behalf Of *Mary Dollus > *Sent:* Monday, December 17, 2007 8:51 AM > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Issues with using Incident Interface Create form to push > record to HPD? > > > ** > > Hi Ty, > > > > That was probably a bad way to phrase it… sorry. > > > > When you open the IM form (HPD: Help Desk form) in search mode, then go to > the Assignment tab and use the menus attached to the Incident Assignee, > choose Support Company, Support Org, Assigned group; then click on Search. > > > > The records that were pushed to HPD from the Incident Interface create > form are not returned in the search. > > > > However, you can free form type in what you want to search on, and it's > returned. So, I even checked what's getting set when the fields are chosen > by the menu, but again, I can't see any difference in what's being stored in > the record. L > > > > Thanks!!! > > > -- > > *From:* Action Request System discussion list(ARSList) [mailto: > [EMAIL PROTECTED] *On Behalf Of *T. Dee > *Sent:* Monday, December 17, 2007 7:43 AM > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Issues with using Incident Interface Create form to push > record to HPD? > > > > ** Mary - what do you mean they are not searchable - can you be more > specific - what are you doing to search? > > On 12/17/07, *Mary Dollus* <[EMAIL PROTECTED]> wrote: > > Morning, > > I'm using the HPD:Incident Interface Create form to push records into the > HPD:Help Desk form; however we've found an issue and I'm wondering if > anyone > else has seen this happen. > > The record populates ok in the Help Desk form and it all seems ok. The > ticket can be worked and moved from status to status with no issues. > > However, if you attempt to search for records by using the menus on the > Assignment tab, the records that were pushed do not show up in the search. > If you reassign the ticket, they'll show up. > > So,,, I compared two records, one that was pushed and one that was not to > see if there were any differences there were some but they were > minimal > and nothing that would seem to create the issue. > > So, I took one of the pushed records and assigned it to me. Then I > compared > that record in both of it's states, pushed from the Interface form and > then > reassigned to me in the HPD form. Still minor differences... > > I merged the two docs to find the differences and the only things > different > Are below. Where you see only one value, that means one was blank and the > > other had a value, (like the first one has Yes and nothing else,, that > means > one doc had Yes, the other was NULL) > > Assigned Group Uses OLA(100572) : Yes > Assignee Login ID(4) : mtdollu1testusermtd > Assignee+ : Mary DollusTest User > Last Date Duration Calculated(100631) : 12/17/2007 6:43:1816:40 AM > Last Modified Date : 12/17/2007 6:43:1916:53 AM > Shifts Flag(100296) : No > SLMEventLookupTblKeyword : SLM:EventSchedule > SLMLookupTblKeyword : SLM:Measurement > Total Transfers: : 10 > Transfers between Individuals: : 10 > z1D_Previous Assignee Login ID(301323300) : testusermtd > > I have no clue why they aren't searchable > > Any and all ideas are so welcome...:) > > ARS 7.0.01 > Apps are on 7.0.02 no patches > > Thanks!!! > > > Mary Dollus > > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > > > __20060125___This posting was submitted with HTML in > it___ > __20060125___This posting was submitted with HTML in > it___ > __20060125___This posting was submitted with HTML in > it___ > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Issues with using Incident Interface Create form to push record to HPD?
We saw this same issue through a client a week or so ago. We would retrieve different record counts based on whether we choose from the drop downs vs using the advanced search. I believe it was more about what was getting set on the search form vs what is being pushed on create. I will pass along the details of BMC's response as soon as we have one to share. - Original Message - From: Action Request System discussion list(ARSList) To: arslist@ARSLIST.ORG Sent: Mon Dec 17 07:50:36 2007 Subject: Re: Issues with using Incident Interface Create form to push record to HPD? ** Hi Ty, That was probably a bad way to phrase it… sorry. When you open the IM form (HPD: Help Desk form) in search mode, then go to the Assignment tab and use the menus attached to the Incident Assignee, choose Support Company, Support Org, Assigned group; then click on Search. The records that were pushed to HPD from the Incident Interface create form are not returned in the search. However, you can free form type in what you want to search on, and it’s returned. So, I even checked what’s getting set when the fields are chosen by the menu, but again, I can’t see any difference in what’s being stored in the record. L Thanks!!! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Monday, December 17, 2007 7:43 AM To: arslist@ARSLIST.ORG Subject: Re: Issues with using Incident Interface Create form to push record to HPD? ** Mary - what do you mean they are not searchable - can you be more specific - what are you doing to search? On 12/17/07, Mary Dollus <[EMAIL PROTECTED]> wrote: Morning, I'm using the HPD:Incident Interface Create form to push records into the HPD:Help Desk form; however we've found an issue and I'm wondering if anyone else has seen this happen. The record populates ok in the Help Desk form and it all seems ok. The ticket can be worked and moved from status to status with no issues. However, if you attempt to search for records by using the menus on the Assignment tab, the records that were pushed do not show up in the search. If you reassign the ticket, they'll show up. So,,, I compared two records, one that was pushed and one that was not to see if there were any differences there were some but they were minimal and nothing that would seem to create the issue. So, I took one of the pushed records and assigned it to me. Then I compared that record in both of it's states, pushed from the Interface form and then reassigned to me in the HPD form. Still minor differences... I merged the two docs to find the differences and the only things different Are below. Where you see only one value, that means one was blank and the other had a value, (like the first one has Yes and nothing else,, that means one doc had Yes, the other was NULL) Assigned Group Uses OLA(100572) : Yes Assignee Login ID(4) : mtdollu1testusermtd Assignee+ : Mary DollusTest User Last Date Duration Calculated(100631) : 12/17/2007 6:43:1816:40 AM Last Modified Date : 12/17/2007 6:43:1916:53 AM Shifts Flag(100296) : No SLMEventLookupTblKeyword : SLM:EventSchedule SLMLookupTblKeyword : SLM:Measurement Total Transfers: : 10 Transfers between Individuals: : 10 z1D_Previous Assignee Login ID(301323300) : testusermtd I have no clue why they aren't searchable Any and all ideas are so welcome...:) ARS 7.0.01 Apps are on 7.0.02 no patches Thanks!!! Mary Dollus ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___
Re: Issues with using Incident Interface Create form to push record to HPD?
How are you "creating" the tickets via HPD:Incident Interface Create? Ty On 12/17/07, Mary Dollus <[EMAIL PROTECTED]> wrote: > > ** > > Hi Ty, > > > > That was probably a bad way to phrase it… sorry. > > > > When you open the IM form (HPD: Help Desk form) in search mode, then go to > the Assignment tab and use the menus attached to the Incident Assignee, > choose Support Company, Support Org, Assigned group; then click on Search. > > > > The records that were pushed to HPD from the Incident Interface create > form are not returned in the search. > > > > However, you can free form type in what you want to search on, and it's > returned. So, I even checked what's getting set when the fields are chosen > by the menu, but again, I can't see any difference in what's being stored in > the record. L > > > > Thanks!!! > > > -- > > *From:* Action Request System discussion list(ARSList) [mailto: > [EMAIL PROTECTED] *On Behalf Of *T. Dee > *Sent:* Monday, December 17, 2007 7:43 AM > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Issues with using Incident Interface Create form to push > record to HPD? > > > > ** Mary - what do you mean they are not searchable - can you be more > specific - what are you doing to search? > > On 12/17/07, *Mary Dollus* <[EMAIL PROTECTED]> wrote: > > Morning, > > I'm using the HPD:Incident Interface Create form to push records into the > HPD:Help Desk form; however we've found an issue and I'm wondering if > anyone > else has seen this happen. > > The record populates ok in the Help Desk form and it all seems ok. The > ticket can be worked and moved from status to status with no issues. > > However, if you attempt to search for records by using the menus on the > Assignment tab, the records that were pushed do not show up in the search. > If you reassign the ticket, they'll show up. > > So,,, I compared two records, one that was pushed and one that was not to > see if there were any differences there were some but they were > minimal > and nothing that would seem to create the issue. > > So, I took one of the pushed records and assigned it to me. Then I > compared > that record in both of it's states, pushed from the Interface form and > then > reassigned to me in the HPD form. Still minor differences... > > I merged the two docs to find the differences and the only things > different > Are below. Where you see only one value, that means one was blank and the > > other had a value, (like the first one has Yes and nothing else,, that > means > one doc had Yes, the other was NULL) > > Assigned Group Uses OLA(100572) : Yes > Assignee Login ID(4) : mtdollu1testusermtd > Assignee+ : Mary DollusTest User > Last Date Duration Calculated(100631) : 12/17/2007 6:43:1816:40 AM > Last Modified Date : 12/17/2007 6:43:1916:53 AM > Shifts Flag(100296) : No > SLMEventLookupTblKeyword : SLM:EventSchedule > SLMLookupTblKeyword : SLM:Measurement > Total Transfers: : 10 > Transfers between Individuals: : 10 > z1D_Previous Assignee Login ID(301323300) : testusermtd > > I have no clue why they aren't searchable > > Any and all ideas are so welcome...:) > > ARS 7.0.01 > Apps are on 7.0.02 no patches > > Thanks!!! > > > Mary Dollus > > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > > > __20060125___This posting was submitted with HTML in > it___ > __20060125___This posting was submitted with HTML in > it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Issues with using Incident Interface Create form to push record to HPD?
What about the Assignee Groups field (field 112)? This may not be getting set properly. I am checking to see what exactly is set by selecting the group drop down menus. Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Monday, December 17, 2007 8:51 AM To: arslist@ARSLIST.ORG Subject: Re: Issues with using Incident Interface Create form to push record to HPD? ** Hi Ty, That was probably a bad way to phrase it... sorry. When you open the IM form (HPD: Help Desk form) in search mode, then go to the Assignment tab and use the menus attached to the Incident Assignee, choose Support Company, Support Org, Assigned group; then click on Search. The records that were pushed to HPD from the Incident Interface create form are not returned in the search. However, you can free form type in what you want to search on, and it's returned. So, I even checked what's getting set when the fields are chosen by the menu, but again, I can't see any difference in what's being stored in the record. :-( Thanks!!! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Monday, December 17, 2007 7:43 AM To: arslist@ARSLIST.ORG Subject: Re: Issues with using Incident Interface Create form to push record to HPD? ** Mary - what do you mean they are not searchable - can you be more specific - what are you doing to search? On 12/17/07, Mary Dollus <[EMAIL PROTECTED]> wrote: Morning, I'm using the HPD:Incident Interface Create form to push records into the HPD:Help Desk form; however we've found an issue and I'm wondering if anyone else has seen this happen. The record populates ok in the Help Desk form and it all seems ok. The ticket can be worked and moved from status to status with no issues. However, if you attempt to search for records by using the menus on the Assignment tab, the records that were pushed do not show up in the search. If you reassign the ticket, they'll show up. So,,, I compared two records, one that was pushed and one that was not to see if there were any differences there were some but they were minimal and nothing that would seem to create the issue. So, I took one of the pushed records and assigned it to me. Then I compared that record in both of it's states, pushed from the Interface form and then reassigned to me in the HPD form. Still minor differences... I merged the two docs to find the differences and the only things different Are below. Where you see only one value, that means one was blank and the other had a value, (like the first one has Yes and nothing else,, that means one doc had Yes, the other was NULL) Assigned Group Uses OLA(100572) : Yes Assignee Login ID(4) : mtdollu1testusermtd Assignee+ : Mary DollusTest User Last Date Duration Calculated(100631) : 12/17/2007 6:43:1816:40 AM Last Modified Date : 12/17/2007 6:43:1916:53 AM Shifts Flag(100296) : No SLMEventLookupTblKeyword : SLM:EventSchedule SLMLookupTblKeyword : SLM:Measurement Total Transfers: : 10 Transfers between Individuals: : 10 z1D_Previous Assignee Login ID(301323300) : testusermtd I have no clue why they aren't searchable Any and all ideas are so welcome...:) ARS 7.0.01 Apps are on 7.0.02 no patches Thanks!!! Mary Dollus ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Issues with using Incident Interface Create form to push record to HPD?
Hi Ty Yep they can, but they didn't want to do it that way. Yep. I was just showing that those fields are populated. Did I misunderstand what he was saying or asking? _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Monday, December 17, 2007 7:45 AM To: arslist@ARSLIST.ORG Subject: Re: Issues with using Incident Interface Create form to push record to HPD? ** Both Owner and Assigned Group can be auto assigned. Mary what you gave Peter are your group IDs not his. Ty On 12/17/07, Mary Dollus <[EMAIL PROTECTED]> wrote: Morning Peter, That was my first thought too... so I thought,, "oh this'll be an easy fix..." :) famous last words huh :) However yes, they are. Assigned Group ID(100079) : SGP0024 Owner Group ID(100427) : SGP0024 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A. Sent: Monday, December 17, 2007 7:33 AM To: arslist@ARSLIST.ORG Subject: Re: Issues with using Incident Interface Create form to push record to HPD? Is the Assignee Group ID or Owner Group ID getting populated in the records that are pushed from HPD:Incident Interface Create? If these were not then that would explain when you are using the drop downs for Assignee or Owner group when searching and the records not coming up because I believe behind the scenes these fields are populated (which are hidden) so the search is not only by the group you selected but also for records where the Assigee Group ID or Owner Group ID is filled in. These fields would be filled in if you ended up reassigning the Assignee or Owner of the ticket. Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG> ] On Behalf Of Mary Dollus Sent: Monday, December 17, 2007 8:22 AM To: arslist@ARSLIST.ORG Subject: Issues with using Incident Interface Create form to push record to HPD? Morning, I'm using the HPD:Incident Interface Create form to push records into the HPD:Help Desk form; however we've found an issue and I'm wondering if anyone else has seen this happen. The record populates ok in the Help Desk form and it all seems ok. The ticket can be worked and moved from status to status with no issues. However, if you attempt to search for records by using the menus on the Assignment tab, the records that were pushed do not show up in the search. If you reassign the ticket, they'll show up. So,,, I compared two records, one that was pushed and one that was not to see if there were any differences there were some but they were minimal and nothing that would seem to create the issue. So, I took one of the pushed records and assigned it to me. Then I compared that record in both of it's states, pushed from the Interface form and then reassigned to me in the HPD form. Still minor differences... I merged the two docs to find the differences and the only things different Are below. Where you see only one value, that means one was blank and the other had a value, (like the first one has Yes and nothing else,, that means one doc had Yes, the other was NULL) Assigned Group Uses OLA(100572) : Yes Assignee Login ID(4) : mtdollu1testusermtd Assignee+ : Mary DollusTest User Last Date Duration Calculated(100631) : 12/17/2007 6:43:1816:40 AM Last Modified Date : 12/17/2007 6:43:1916:53 AM Shifts Flag(100296) : No SLMEventLookupTblKeyword : SLM:EventSchedule SLMLookupTblKeyword : SLM:Measurement Total Transfers: : 10 Transfers between Individuals: : 10 z1D_Previous Assignee Login ID(301323300) : testusermtd I have no clue why they aren't searchable Any and all ideas are so welcome...:) ARS 7.0.01 Apps are on 7.0.02 no patches Thanks!!! Mary Dollus ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Issues with using Incident Interface Create form to push record to HPD?
Hi Ty, That was probably a bad way to phrase it. sorry. When you open the IM form (HPD: Help Desk form) in search mode, then go to the Assignment tab and use the menus attached to the Incident Assignee, choose Support Company, Support Org, Assigned group; then click on Search. The records that were pushed to HPD from the Incident Interface create form are not returned in the search. However, you can free form type in what you want to search on, and it's returned. So, I even checked what's getting set when the fields are chosen by the menu, but again, I can't see any difference in what's being stored in the record. :-( Thanks!!! _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Monday, December 17, 2007 7:43 AM To: arslist@ARSLIST.ORG Subject: Re: Issues with using Incident Interface Create form to push record to HPD? ** Mary - what do you mean they are not searchable - can you be more specific - what are you doing to search? On 12/17/07, Mary Dollus <[EMAIL PROTECTED]> wrote: Morning, I'm using the HPD:Incident Interface Create form to push records into the HPD:Help Desk form; however we've found an issue and I'm wondering if anyone else has seen this happen. The record populates ok in the Help Desk form and it all seems ok. The ticket can be worked and moved from status to status with no issues. However, if you attempt to search for records by using the menus on the Assignment tab, the records that were pushed do not show up in the search. If you reassign the ticket, they'll show up. So,,, I compared two records, one that was pushed and one that was not to see if there were any differences there were some but they were minimal and nothing that would seem to create the issue. So, I took one of the pushed records and assigned it to me. Then I compared that record in both of it's states, pushed from the Interface form and then reassigned to me in the HPD form. Still minor differences... I merged the two docs to find the differences and the only things different Are below. Where you see only one value, that means one was blank and the other had a value, (like the first one has Yes and nothing else,, that means one doc had Yes, the other was NULL) Assigned Group Uses OLA(100572) : Yes Assignee Login ID(4) : mtdollu1testusermtd Assignee+ : Mary DollusTest User Last Date Duration Calculated(100631) : 12/17/2007 6:43:1816:40 AM Last Modified Date : 12/17/2007 6:43:1916:53 AM Shifts Flag(100296) : No SLMEventLookupTblKeyword : SLM:EventSchedule SLMLookupTblKeyword : SLM:Measurement Total Transfers: : 10 Transfers between Individuals: : 10 z1D_Previous Assignee Login ID(301323300) : testusermtd I have no clue why they aren't searchable Any and all ideas are so welcome...:) ARS 7.0.01 Apps are on 7.0.02 no patches Thanks!!! Mary Dollus ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Issues with using Incident Interface Create form to push record to HPD?
Both Owner and Assigned Group can be auto assigned. Mary what you gave Peter are your group IDs not his. Ty On 12/17/07, Mary Dollus <[EMAIL PROTECTED]> wrote: > > Morning Peter, > > That was my first thought too... so I thought,, "oh this'll be an easy > fix..." :) famous last words huh :) > > However yes, they are. > > Assigned Group ID(100079) : SGP0024 > Owner Group ID(100427) : SGP0024 > > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A. > Sent: Monday, December 17, 2007 7:33 AM > To: arslist@ARSLIST.ORG > Subject: Re: Issues with using Incident Interface Create form to push > record > to HPD? > > Is the Assignee Group ID or Owner Group ID getting populated in the > records that are pushed from HPD:Incident Interface Create? > > If these were not then that would explain when you are using the drop > downs for Assignee or Owner group when searching and the records not > coming up because I believe behind the scenes these fields are populated > (which are hidden) so the search is not only by the group you selected > but also for records where the Assigee Group ID or Owner Group ID is > filled in. > > These fields would be filled in if you ended up reassigning the Assignee > or Owner of the ticket. > > > Thanks > Peter Lammey > ESPN MIT Technical Services & Applications Management > 860-766-4761 > > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus > Sent: Monday, December 17, 2007 8:22 AM > To: arslist@ARSLIST.ORG > Subject: Issues with using Incident Interface Create form to push record > to HPD? > > Morning, > > I'm using the HPD:Incident Interface Create form to push records into > the HPD:Help Desk form; however we've found an issue and I'm wondering > if anyone else has seen this happen. > > The record populates ok in the Help Desk form and it all seems ok. The > ticket can be worked and moved from status to status with no issues. > > However, if you attempt to search for records by using the menus on the > Assignment tab, the records that were pushed do not show up in the > search. > If you reassign the ticket, they'll show up. > > So,,, I compared two records, one that was pushed and one that was not > to see if there were any differences there were some but they were > minimal and nothing that would seem to create the issue. > > So, I took one of the pushed records and assigned it to me. Then I > compared that record in both of it's states, pushed from the Interface > form and then reassigned to me in the HPD form. Still minor > differences... > > I merged the two docs to find the differences and the only things > different Are below. Where you see only one value, that means one was > blank and the other had a value, (like the first one has Yes and nothing > else,, that means one doc had Yes, the other was NULL) > > Assigned Group Uses OLA(100572) : Yes Assignee Login ID(4) : > mtdollu1testusermtd > Assignee+ : Mary DollusTest User > Last Date Duration Calculated(100631) : 12/17/2007 6:43:1816:40 AM > Last Modified Date : 12/17/2007 6:43:1916:53 AM Shifts Flag(100296) > : No SLMEventLookupTblKeyword : SLM:EventSchedule SLMLookupTblKeyword : > SLM:Measurement Total Transfers: : 10 Transfers between Individuals: : > 10 z1D_Previous Assignee Login ID(301323300) : testusermtd > > I have no clue why they aren't searchable > > Any and all ideas are so welcome...:) > > ARS 7.0.01 > Apps are on 7.0.02 no patches > > Thanks!!! > > > Mary Dollus > > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum > Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > > > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Issues with using Incident Interface Create form to push record to HPD?
Mary - what do you mean they are not searchable - can you be more specific - what are you doing to search? On 12/17/07, Mary Dollus <[EMAIL PROTECTED]> wrote: > > Morning, > > I'm using the HPD:Incident Interface Create form to push records into the > HPD:Help Desk form; however we've found an issue and I'm wondering if > anyone > else has seen this happen. > > The record populates ok in the Help Desk form and it all seems ok. The > ticket can be worked and moved from status to status with no issues. > > However, if you attempt to search for records by using the menus on the > Assignment tab, the records that were pushed do not show up in the search. > If you reassign the ticket, they'll show up. > > So,,, I compared two records, one that was pushed and one that was not to > see if there were any differences there were some but they were > minimal > and nothing that would seem to create the issue. > > So, I took one of the pushed records and assigned it to me. Then I > compared > that record in both of it's states, pushed from the Interface form and > then > reassigned to me in the HPD form. Still minor differences... > > I merged the two docs to find the differences and the only things > different > Are below. Where you see only one value, that means one was blank and the > other had a value, (like the first one has Yes and nothing else,, that > means > one doc had Yes, the other was NULL) > > Assigned Group Uses OLA(100572) : Yes > Assignee Login ID(4) : mtdollu1testusermtd > Assignee+ : Mary DollusTest User > Last Date Duration Calculated(100631) : 12/17/2007 6:43:1816:40 AM > Last Modified Date : 12/17/2007 6:43:1916:53 AM > Shifts Flag(100296) : No > SLMEventLookupTblKeyword : SLM:EventSchedule > SLMLookupTblKeyword : SLM:Measurement > Total Transfers: : 10 > Transfers between Individuals: : 10 > z1D_Previous Assignee Login ID(301323300) : testusermtd > > I have no clue why they aren't searchable > > Any and all ideas are so welcome...:) > > ARS 7.0.01 > Apps are on 7.0.02 no patches > > Thanks!!! > > > Mary Dollus > > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Issues with using Incident Interface Create form to push record to HPD?
Morning Peter, That was my first thought too... so I thought,, "oh this'll be an easy fix..." :) famous last words huh :) However yes, they are. Assigned Group ID(100079) : SGP0024 Owner Group ID(100427) : SGP0024 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A. Sent: Monday, December 17, 2007 7:33 AM To: arslist@ARSLIST.ORG Subject: Re: Issues with using Incident Interface Create form to push record to HPD? Is the Assignee Group ID or Owner Group ID getting populated in the records that are pushed from HPD:Incident Interface Create? If these were not then that would explain when you are using the drop downs for Assignee or Owner group when searching and the records not coming up because I believe behind the scenes these fields are populated (which are hidden) so the search is not only by the group you selected but also for records where the Assigee Group ID or Owner Group ID is filled in. These fields would be filled in if you ended up reassigning the Assignee or Owner of the ticket. Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Monday, December 17, 2007 8:22 AM To: arslist@ARSLIST.ORG Subject: Issues with using Incident Interface Create form to push record to HPD? Morning, I'm using the HPD:Incident Interface Create form to push records into the HPD:Help Desk form; however we've found an issue and I'm wondering if anyone else has seen this happen. The record populates ok in the Help Desk form and it all seems ok. The ticket can be worked and moved from status to status with no issues. However, if you attempt to search for records by using the menus on the Assignment tab, the records that were pushed do not show up in the search. If you reassign the ticket, they'll show up. So,,, I compared two records, one that was pushed and one that was not to see if there were any differences there were some but they were minimal and nothing that would seem to create the issue. So, I took one of the pushed records and assigned it to me. Then I compared that record in both of it's states, pushed from the Interface form and then reassigned to me in the HPD form. Still minor differences... I merged the two docs to find the differences and the only things different Are below. Where you see only one value, that means one was blank and the other had a value, (like the first one has Yes and nothing else,, that means one doc had Yes, the other was NULL) Assigned Group Uses OLA(100572) : Yes Assignee Login ID(4) : mtdollu1testusermtd Assignee+ : Mary DollusTest User Last Date Duration Calculated(100631) : 12/17/2007 6:43:1816:40 AM Last Modified Date : 12/17/2007 6:43:1916:53 AM Shifts Flag(100296) : No SLMEventLookupTblKeyword : SLM:EventSchedule SLMLookupTblKeyword : SLM:Measurement Total Transfers: : 10 Transfers between Individuals: : 10 z1D_Previous Assignee Login ID(301323300) : testusermtd I have no clue why they aren't searchable Any and all ideas are so welcome...:) ARS 7.0.01 Apps are on 7.0.02 no patches Thanks!!! Mary Dollus ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Issues with using Incident Interface Create form to push record to HPD?
Is the Assignee Group ID or Owner Group ID getting populated in the records that are pushed from HPD:Incident Interface Create? If these were not then that would explain when you are using the drop downs for Assignee or Owner group when searching and the records not coming up because I believe behind the scenes these fields are populated (which are hidden) so the search is not only by the group you selected but also for records where the Assigee Group ID or Owner Group ID is filled in. These fields would be filled in if you ended up reassigning the Assignee or Owner of the ticket. Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Monday, December 17, 2007 8:22 AM To: arslist@ARSLIST.ORG Subject: Issues with using Incident Interface Create form to push record to HPD? Morning, I'm using the HPD:Incident Interface Create form to push records into the HPD:Help Desk form; however we've found an issue and I'm wondering if anyone else has seen this happen. The record populates ok in the Help Desk form and it all seems ok. The ticket can be worked and moved from status to status with no issues. However, if you attempt to search for records by using the menus on the Assignment tab, the records that were pushed do not show up in the search. If you reassign the ticket, they'll show up. So,,, I compared two records, one that was pushed and one that was not to see if there were any differences there were some but they were minimal and nothing that would seem to create the issue. So, I took one of the pushed records and assigned it to me. Then I compared that record in both of it's states, pushed from the Interface form and then reassigned to me in the HPD form. Still minor differences... I merged the two docs to find the differences and the only things different Are below. Where you see only one value, that means one was blank and the other had a value, (like the first one has Yes and nothing else,, that means one doc had Yes, the other was NULL) Assigned Group Uses OLA(100572) : Yes Assignee Login ID(4) : mtdollu1testusermtd Assignee+ : Mary DollusTest User Last Date Duration Calculated(100631) : 12/17/2007 6:43:1816:40 AM Last Modified Date : 12/17/2007 6:43:1916:53 AM Shifts Flag(100296) : No SLMEventLookupTblKeyword : SLM:EventSchedule SLMLookupTblKeyword : SLM:Measurement Total Transfers: : 10 Transfers between Individuals: : 10 z1D_Previous Assignee Login ID(301323300) : testusermtd I have no clue why they aren't searchable Any and all ideas are so welcome...:) ARS 7.0.01 Apps are on 7.0.02 no patches Thanks!!! Mary Dollus ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Issues with using Incident Interface Create form to push record to HPD?
Morning, I'm using the HPD:Incident Interface Create form to push records into the HPD:Help Desk form; however we've found an issue and I'm wondering if anyone else has seen this happen. The record populates ok in the Help Desk form and it all seems ok. The ticket can be worked and moved from status to status with no issues. However, if you attempt to search for records by using the menus on the Assignment tab, the records that were pushed do not show up in the search. If you reassign the ticket, they'll show up. So,,, I compared two records, one that was pushed and one that was not to see if there were any differences there were some but they were minimal and nothing that would seem to create the issue. So, I took one of the pushed records and assigned it to me. Then I compared that record in both of it's states, pushed from the Interface form and then reassigned to me in the HPD form. Still minor differences... I merged the two docs to find the differences and the only things different Are below. Where you see only one value, that means one was blank and the other had a value, (like the first one has Yes and nothing else,, that means one doc had Yes, the other was NULL) Assigned Group Uses OLA(100572) : Yes Assignee Login ID(4) : mtdollu1testusermtd Assignee+ : Mary DollusTest User Last Date Duration Calculated(100631) : 12/17/2007 6:43:1816:40 AM Last Modified Date : 12/17/2007 6:43:1916:53 AM Shifts Flag(100296) : No SLMEventLookupTblKeyword : SLM:EventSchedule SLMLookupTblKeyword : SLM:Measurement Total Transfers: : 10 Transfers between Individuals: : 10 z1D_Previous Assignee Login ID(301323300) : testusermtd I have no clue why they aren't searchable Any and all ideas are so welcome...:) ARS 7.0.01 Apps are on 7.0.02 no patches Thanks!!! Mary Dollus ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
