Re: SRM - Blank requests

[Ken Pritchard]

I think we found that it is a size limitation on a field when an answer exceeds 
255 characters (may not be the right length, but it was a length).  BMC has a 
KB on it and the solution was to increase the size of a field to 4000 - but I 
can't recall the field.  Maybe someone here can fill in the rest of the details.
  - Original Message - 
  From: Chris 
  Newsgroups: public.remedy.arsystem.general
  To: arslist@ARSLIST.ORG 
  Sent: Friday, October 12, 2012 10:59 AM
  Subject: Re: SRM - Blank requests


  ** Hi All,


  Wanted to revisit this to see if anyone has found an root cause here? 


  We are also seeing sporadic instances where the questions / answers are not 
populating in 'SRD:MultipleQuestionResponse' for one service. We are unable to 
duplicate. I checked the form for NULL SRInstanceID's as suggested above, but 
didn't find any.


  Thanks,
  Chris

  On Monday, October 1, 2012 9:53:04 AM UTC-5, (unknown) wrote:
Hi Christine, 
I have seen this several times as well. The Service Requests is submitted 
without Questions/Answers (responses). It seems to be random. 

The Questions/Answers still exist in the SRD:MultipleQuestionResponse 
form, but do not have an SR Instance ID 

I have been able to fix those requests by adding the correct SR Instance 
ID. 

BMC said it may be java related because the Instance ID is generated 
through java, but I have not been able to confirm. 

I have investigated off and on for several months with no luck. I have not 
been able to reproduce the behaviour myself whichs makes it difficult to 
track down. 

Please let me know if you find a solution, and I will do the same. 

Thank you 

Les Ganton 

> The request record does get created successfully just blank!  Right now 
we 
> are using just the standard SRM SRDs and AOTs, simple design, nothing 
> complex. 
> 
> I have received a few ideas and will let you know how we make out!  
Thanks 
> so much for everyone's response! 
> 
> Thanks 
> c 
> 
> From: Action Request System discussion list(ARSList) 
> [mailto:ars...@arslist.org] On Behalf Of Pierson, Shawn 
> Sent: Friday, September 28, 2012 11:27 AM 
> To: ars...@arslist.org 
> Subject: Re: SRM - Blank requests 
> 
> ** 
> Are you using Advanced Interface Forms?  If you're using standard SRM 
SRDs 
> and AOTs I would look at the mappings on the SRD first.  Also you didn't 
> mention whether the Service Request record gets created successfully, or 
> if it's messed up from the beginning.  I've had issues with the mapping 
> from the Service Request to the Work Order on a really old version of 
SRM, 
> I think 2.1, but only for an AIF at that point. 
> 
> Thanks, 
> 
> Shawn Pierson 
> Remedy Developer | Energy Transfer 
> 
> From: Action Request System discussion list(ARSList) 
> [mailto:ars...@arslist.org] On Behalf Of Christine Milton Hall 
> Sent: Friday, September 28, 2012 9:31 AM 
> To: ars...@arslist.org<mailto:arslist@ARSLIST.ORG> 
> Subject: SRM - Blank requests 
> 
> ** 
> Hoping someone can help me out! 
> 
> We have implemented SRM and we are having a intermittent problem with the 
> data from the questions not being saved and creating Blank Requests.  Has 
> anyone else seen this issue and if so, help to guide me where to look? 
> 
> All of our service categories are simple flows - 1 Request to 1 work 
> order.  It occurs with any one of the service categories, so no one 
> specific one is the problem 
> 
> Our environment: 
> 
> ARS: AR Server 7.5 .00 Patch 002 
> Atrium CMDB: 7.5 .00 Patch 005 
> ITSM: 7.5 .01 Patch 001 
> SRM: 7.6.00 Patch 001 
> Database : SQL 2005 version 5.2.3790 
> 
> Anyone's help will be greatly appreciated! 
> 
> Thanks 
> christine 
> 
> 
> 
> 
*
 
> 
> This e-mail and any files transmitted with it may contain confidential 
> information and is intended solely for use by the individual to whom it 
is 
> addressed. If you received this e-mail in error, please notify the 
sender, 
> do not disclose its contents to others and delete it from your system. 
> 
> 
*
 
> _attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the 
  

Re: SRM - Blank requests

[Chris]

Hi All,

Wanted to revisit this to see if anyone has found an root cause here? 

We are also seeing sporadic instances where the questions / answers are not 
populating in 'SRD:MultipleQuestionResponse' for one service. We are unable 
to duplicate. I checked the form for NULL SRInstanceID's as suggested 
above, but didn't find any.

Thanks,
Chris

On Monday, October 1, 2012 9:53:04 AM UTC-5, (unknown) wrote:
>
> Hi Christine, 
> I have seen this several times as well. The Service Requests is submitted 
> without Questions/Answers (responses). It seems to be random. 
>
> The Questions/Answers still exist in the SRD:MultipleQuestionResponse 
> form, but do not have an SR Instance ID 
>
> I have been able to fix those requests by adding the correct SR Instance 
> ID. 
>
> BMC said it may be java related because the Instance ID is generated 
> through java, but I have not been able to confirm. 
>
> I have investigated off and on for several months with no luck. I have not 
> been able to reproduce the behaviour myself whichs makes it difficult to 
> track down. 
>
> Please let me know if you find a solution, and I will do the same. 
>
> Thank you 
>
> Les Ganton 
>
> > The request record does get created successfully just blank!  Right now 
> we 
> > are using just the standard SRM SRDs and AOTs, simple design, nothing 
> > complex. 
> > 
> > I have received a few ideas and will let you know how we make out! 
>  Thanks 
> > so much for everyone's response! 
> > 
> > Thanks 
> > c 
> > 
> > From: Action Request System discussion list(ARSList) 
> > [mailto:ars...@arslist.org ] On Behalf Of Pierson, Shawn 
> > Sent: Friday, September 28, 2012 11:27 AM 
> > To: ars...@arslist.org  
> > Subject: Re: SRM - Blank requests 
> > 
> > ** 
> > Are you using Advanced Interface Forms?  If you're using standard SRM 
> SRDs 
> > and AOTs I would look at the mappings on the SRD first.  Also you didn't 
> > mention whether the Service Request record gets created successfully, or 
> > if it's messed up from the beginning.  I've had issues with the mapping 
> > from the Service Request to the Work Order on a really old version of 
> SRM, 
> > I think 2.1, but only for an AIF at that point. 
> > 
> > Thanks, 
> > 
> > Shawn Pierson 
> > Remedy Developer | Energy Transfer 
> > 
> > From: Action Request System discussion list(ARSList) 
> > [mailto:ars...@arslist.org ] On Behalf Of Christine Milton 
> Hall 
> > Sent: Friday, September 28, 2012 9:31 AM 
> > To: ars...@arslist.org 
> > <mailto:arslist@ARSLIST.ORG> 
>
> > Subject: SRM - Blank requests 
> > 
> > ** 
> > Hoping someone can help me out! 
> > 
> > We have implemented SRM and we are having a intermittent problem with 
> the 
> > data from the questions not being saved and creating Blank Requests. 
>  Has 
> > anyone else seen this issue and if so, help to guide me where to look? 
> > 
> > All of our service categories are simple flows - 1 Request to 1 work 
> > order.  It occurs with any one of the service categories, so no one 
> > specific one is the problem 
> > 
> > Our environment: 
> > 
> > ARS: AR Server 7.5 .00 Patch 002 
> > Atrium CMDB: 7.5 .00 Patch 005 
> > ITSM: 7.5 .01 Patch 001 
> > SRM: 7.6.00 Patch 001 
> > Database : SQL 2005 version 5.2.3790 
> > 
> > Anyone's help will be greatly appreciated! 
> > 
> > Thanks 
> > christine 
> > 
> > 
> > 
> > 
> *
>  
>
> > 
> > This e-mail and any files transmitted with it may contain confidential 
> > information and is intended solely for use by the individual to whom it 
> is 
> > addressed. If you received this e-mail in error, please notify the 
> sender, 
> > do not disclose its contents to others and delete it from your system. 
> > 
> > 
> *
>  
>
> > _attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the 
> > Answers Are"_ 
> > Private and confidential as detailed 
> > here<http://www.sug.com/disclaimers/default.htm#Mail>. If you cannot 
> > access hyperlink, please e-mail sender. 
> > _attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the 
> > Answers Are"_ 
> > 
> > 
> ***

Re: SRM - Blank requests

[remedy]

Hi Christine,
I have seen this several times as well. The Service Requests is submitted
without Questions/Answers (responses). It seems to be random.

The Questions/Answers still exist in the SRD:MultipleQuestionResponse
form, but do not have an SR Instance ID

I have been able to fix those requests by adding the correct SR Instance ID.

BMC said it may be java related because the Instance ID is generated
through java, but I have not been able to confirm.

I have investigated off and on for several months with no luck. I have not
been able to reproduce the behaviour myself whichs makes it difficult to
track down.

Please let me know if you find a solution, and I will do the same.

Thank you

Les Ganton

> The request record does get created successfully just blank!  Right now we
> are using just the standard SRM SRDs and AOTs, simple design, nothing
> complex.
>
> I have received a few ideas and will let you know how we make out!  Thanks
> so much for everyone's response!
>
> Thanks
> c
>
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
> Sent: Friday, September 28, 2012 11:27 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: SRM - Blank requests
>
> **
> Are you using Advanced Interface Forms?  If you're using standard SRM SRDs
> and AOTs I would look at the mappings on the SRD first.  Also you didn't
> mention whether the Service Request record gets created successfully, or
> if it's messed up from the beginning.  I've had issues with the mapping
> from the Service Request to the Work Order on a really old version of SRM,
> I think 2.1, but only for an AIF at that point.
>
> Thanks,
>
> Shawn Pierson
> Remedy Developer | Energy Transfer
>
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Christine Milton Hall
> Sent: Friday, September 28, 2012 9:31 AM
> To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
> Subject: SRM - Blank requests
>
> **
> Hoping someone can help me out!
>
> We have implemented SRM and we are having a intermittent problem with the
> data from the questions not being saved and creating Blank Requests.  Has
> anyone else seen this issue and if so, help to guide me where to look?
>
> All of our service categories are simple flows - 1 Request to 1 work
> order.  It occurs with any one of the service categories, so no one
> specific one is the problem
>
> Our environment:
>
> ARS: AR Server 7.5 .00 Patch 002
> Atrium CMDB: 7.5 .00 Patch 005
> ITSM: 7.5 .01 Patch 001
> SRM: 7.6.00 Patch 001
> Database : SQL 2005 version 5.2.3790
>
> Anyone's help will be greatly appreciated!
>
> Thanks
> christine
>
>
>
> *
>
> This e-mail and any files transmitted with it may contain confidential
> information and is intended solely for use by the individual to whom it is
> addressed. If you received this e-mail in error, please notify the sender,
> do not disclose its contents to others and delete it from your system.
>
> *
> _attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the
> Answers Are"_
> Private and confidential as detailed
> here<http://www.sug.com/disclaimers/default.htm#Mail>. If you cannot
> access hyperlink, please e-mail sender.
> _attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the
> Answers Are"_
>
> *
>
> This e-mail and any files transmitted with it may contain confidential
> information and is intended solely for use by the individual to whom it is
> addressed. If you received this e-mail in error, please notify the sender,
> do not disclose its contents to others and delete it from your system.
>
> *
>
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Re: SRM - Blank requests

[Christine Milton Hall]

The request record does get created successfully just blank!  Right now we are 
using just the standard SRM SRDs and AOTs, simple design, nothing complex.

I have received a few ideas and will let you know how we make out!  Thanks so 
much for everyone's response!

Thanks
c

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Friday, September 28, 2012 11:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: SRM - Blank requests

**
Are you using Advanced Interface Forms?  If you're using standard SRM SRDs and 
AOTs I would look at the mappings on the SRD first.  Also you didn't mention 
whether the Service Request record gets created successfully, or if it's messed 
up from the beginning.  I've had issues with the mapping from the Service 
Request to the Work Order on a really old version of SRM, I think 2.1, but only 
for an AIF at that point.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Christine Milton Hall
Sent: Friday, September 28, 2012 9:31 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: SRM - Blank requests

**
Hoping someone can help me out!

We have implemented SRM and we are having a intermittent problem with the data 
from the questions not being saved and creating Blank Requests.  Has anyone 
else seen this issue and if so, help to guide me where to look?

All of our service categories are simple flows - 1 Request to 1 work order.  It 
occurs with any one of the service categories, so no one specific one is the 
problem

Our environment:

ARS: AR Server 7.5 .00 Patch 002
Atrium CMDB: 7.5 .00 Patch 005
ITSM: 7.5 .01 Patch 001
SRM: 7.6.00 Patch 001
Database : SQL 2005 version 5.2.3790

Anyone's help will be greatly appreciated!

Thanks
christine



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not disclose its contents to others and delete it from your system.

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Private and confidential as detailed 
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_attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers 
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Re: SRM - Blank requests

[sriram pm]

Hi Chris,

Kindly try clearing the PDT from the SRD, re-attach and do the re-mapping
of variables which should ideally fix the problem.

Please save the SRD for each and every action or after all the action.

Try this option and let me know.

Thank you,
Sriram.



On Fri, Sep 28, 2012 at 8:00 PM, Christine Milton Hall <
christine_milton_h...@pepperidgefarm.com> wrote:

> **
>
> Hoping someone can help me out!
>
>
>
> We have implemented SRM and we are having a intermittent problem with the
> data from the questions not being saved and creating Blank Requests.  Has
> anyone else seen this issue and if so, help to guide me where to look?
>
>
>
> All of our service categories are simple flows – 1 Request to 1 work
> order.  It occurs with any one of the service categories, so no one
> specific one is the problem
>
>
>
> Our environment:
>
>
>
> ARS: AR Server 7.5 .00 Patch 002
> Atrium CMDB: 7.5 .00 Patch 005
> ITSM: 7.5 .01 Patch 001
> SRM: 7.6.00 Patch 001
> Database : SQL 2005 version 5.2.3790
>
>
>
> Anyone’s help will be greatly appreciated!
>
>
>
> Thanks
>
> christine
>
>
>
>
>
> *
>
>
> This e-mail and any files transmitted with it may contain confidential
> information and is intended solely for use by the individual to whom it is
> addressed. If you received this e-mail in error, please notify the sender,
> do not disclose its contents to others and delete it from your system.
>
> *
>
>  _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: SRM - Blank requests

[shashi gowda]

Hi Christine,

Make sure that the fulfillment tickets are creating. If that is okay, then
you need to do the variable mapping on SRDs. This actually holds the
response given by the request user for particualr questions.

Regards,
Shashi

On Fri, Sep 28, 2012 at 8:00 PM, Christine Milton Hall <
christine_milton_h...@pepperidgefarm.com> wrote:

> **
>
> Hoping someone can help me out!
>
>
>
> We have implemented SRM and we are having a intermittent problem with the
> data from the questions not being saved and creating Blank Requests.  Has
> anyone else seen this issue and if so, help to guide me where to look?
>
>
>
> All of our service categories are simple flows – 1 Request to 1 work
> order.  It occurs with any one of the service categories, so no one
> specific one is the problem
>
>
>
> Our environment:
>
>
>
> ARS: AR Server 7.5 .00 Patch 002
> Atrium CMDB: 7.5 .00 Patch 005
> ITSM: 7.5 .01 Patch 001
> SRM: 7.6.00 Patch 001
> Database : SQL 2005 version 5.2.3790
>
>
>
> Anyone’s help will be greatly appreciated!
>
>
>
> Thanks
>
> christine
>
>
>
>
>
> *
>
>
> This e-mail and any files transmitted with it may contain confidential
> information and is intended solely for use by the individual to whom it is
> addressed. If you received this e-mail in error, please notify the sender,
> do not disclose its contents to others and delete it from your system.
>
> *
>
>  _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_




-- 
Jst gimmee a Break..
-9964607234

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Re: SRM - Blank requests

[Chris Akens]

Check the question character length on the SRD, I believe the max is 254 char. 
We had this issue and that was the culprit.

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Re: SRM - Blank requests

[Pierson, Shawn]

Are you using Advanced Interface Forms?  If you're using standard SRM SRDs and 
AOTs I would look at the mappings on the SRD first.  Also you didn't mention 
whether the Service Request record gets created successfully, or if it's messed 
up from the beginning.  I've had issues with the mapping from the Service 
Request to the Work Order on a really old version of SRM, I think 2.1, but only 
for an AIF at that point.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Christine Milton Hall
Sent: Friday, September 28, 2012 9:31 AM
To: arslist@ARSLIST.ORG
Subject: SRM - Blank requests

**
Hoping someone can help me out!

We have implemented SRM and we are having a intermittent problem with the data 
from the questions not being saved and creating Blank Requests.  Has anyone 
else seen this issue and if so, help to guide me where to look?

All of our service categories are simple flows - 1 Request to 1 work order.  It 
occurs with any one of the service categories, so no one specific one is the 
problem

Our environment:

ARS: AR Server 7.5 .00 Patch 002
Atrium CMDB: 7.5 .00 Patch 005
ITSM: 7.5 .01 Patch 001
SRM: 7.6.00 Patch 001
Database : SQL 2005 version 5.2.3790

Anyone's help will be greatly appreciated!

Thanks
christine



*

This e-mail and any files transmitted with it may contain confidential 
information and is intended solely for use by the individual to whom it is 
addressed. If you received this e-mail in error, please notify the sender, do 
not disclose its contents to others and delete it from your system.

*
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Are"_

Private and confidential as detailed here: 
http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the 
link, please e-mail sender.

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