Re: worklog entry - Created from Incident
Are you sure it says Created from Incident or Created from Service Request? Usually when SRM is used to submit a request in which the fulfillment app is Incident, it submits a default Work Info entry in the Incident record that states such a message. Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Mobile:646.483.2779 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Vianna Vianna Sent: Monday, February 14, 2011 12:31 PM To: arslist@ARSLIST.ORG Subject: worklog entry - Created from Incident Hello again Somebody has brought to my attention that occassionly we have a work info entry appear in our Incident Management work info table that says: Created from Incident (with the header as: Customer Communication). It looks like it's being auto populated but we're not sure what's triggering it. It looks to be sporadic. Anybody have an idea why this entry is being generated? Thanks Vi _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ** This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: worklog entry - Created from Incident
Hi there Nope, it actually says Created from Incident. And strangely the entry generates at odd times, (not on submission). I'm thinking it might be related to Service Level Targets but I don't know how or why. Thanks Date: Mon, 14 Feb 2011 12:35:58 -0500 From: tauf.chowdh...@frx.com Subject: Re: worklog entry - Created from Incident To: arslist@ARSLIST.ORG ** Are you sure it says Created from Incident or Created from Service Request? Usually when SRM is used to submit a request in which the fulfillment app is Incident, it submits a default Work Info entry in the Incident record that states such a message. Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Mobile:646.483.2779 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Vianna Vianna Sent: Monday, February 14, 2011 12:31 PM To: arslist@ARSLIST.ORG Subject: worklog entry - Created from Incident Hello again Somebody has brought to my attention that occassionly we have a work info entry appear in our Incident Management work info table that says: Created from Incident (with the header as: Customer Communication). It looks like it's being auto populated but we're not sure what's triggering it. It looks to be sporadic. Anybody have an idea why this entry is being generated? Thanks Vi This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: worklog entry - Created from Incident
Vi, I didn't see your version information, we're on ITSM 7.0.3 and just getting ready to put in SRM 2.2. A quick scan for that text string using Abydos Analyser (good product) shows that the only two places that text appears is in the INT:HPDSRM:INC:CreateRequest_610_Submit filter (attached to HPD:Help Desk) and HPD:LHD:CreateRequestWorkInfo (attached to HPD:LoadHelpDesk). The 'CreateRequest_610' filter pulls that text in from SYS:Message Box, and then pushes it out as a work info entry while creating the SRM record. The run if of that filter is: ( 'Flag_Create_Request' = Yes) AND ( 'AccessMode' != Remote) You said the actual work info is for an Incident though, so I'm not sure if SRM is sending it back to Incident. Either way, knowing that it starts when an Incident submission creates an SRM record should help. Thad On Mon, Feb 14, 2011 at 9:46 AM, Vianna Vianna vianna...@hotmail.comwrote: ** Hi there Nope, it actually says Created from Incident. And strangely the entry generates at odd times, (not on submission). I'm thinking it might be related to Service Level Targets but I don't know how or why. Thanks -- Date: Mon, 14 Feb 2011 12:35:58 -0500 From: tauf.chowdh...@frx.com Subject: Re: worklog entry - Created from Incident To: arslist@ARSLIST.ORG ** Are you sure it says Created from Incident or Created from Service Request? Usually when SRM is used to submit a request in which the fulfillment app is Incident, it submits a default Work Info entry in the Incident record that states such a message. *T**auf** **C**howdhury** **|** **F**orest** **L**aboratories**, **I**nc.* ** Analyst, Service Management Mobile:646.483.2779 +16464832779 -- *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Vianna Vianna *Sent:* Monday, February 14, 2011 12:31 PM *To:* arslist@ARSLIST.ORG *Subject:* worklog entry - Created from Incident Hello again Somebody has brought to my attention that occassionly we have a work info entry appear in our Incident Management work info table that says: *Created from Incident* (with the header as: *Customer Communication*). It looks like it's being auto populated but we're not sure what's triggering it. It looks to be sporadic. Anybody have an idea why this entry is being generated? Thanks Vi -- This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: worklog entry - Created from Incident
Hi Thad We are on the same version of ITSM and running SRM 2.2 as well. This is very helpful actually. Thank you! Date: Mon, 14 Feb 2011 10:11:53 -0800 From: thad.es...@gmail.com Subject: Re: worklog entry - Created from Incident To: arslist@ARSLIST.ORG ** Vi, I didn't see your version information, we're on ITSM 7.0.3 and just getting ready to put in SRM 2.2. A quick scan for that text string using Abydos Analyser (good product) shows that the only two places that text appears is in the INT:HPDSRM:INC:CreateRequest_610_Submit filter (attached to HPD:Help Desk) and HPD:LHD:CreateRequestWorkInfo (attached to HPD:LoadHelpDesk). The 'CreateRequest_610' filter pulls that text in from SYS:Message Box, and then pushes it out as a work info entry while creating the SRM record. The run if of that filter is: ( 'Flag_Create_Request' = Yes) AND ( 'AccessMode' != Remote) You said the actual work info is for an Incident though, so I'm not sure if SRM is sending it back to Incident. Either way, knowing that it starts when an Incident submission creates an SRM record should help. Thad On Mon, Feb 14, 2011 at 9:46 AM, Vianna Vianna vianna...@hotmail.com wrote: ** Hi there Nope, it actually says Created from Incident. And strangely the entry generates at odd times, (not on submission). I'm thinking it might be related to Service Level Targets but I don't know how or why. Thanks Date: Mon, 14 Feb 2011 12:35:58 -0500 From: tauf.chowdh...@frx.com Subject: Re: worklog entry - Created from Incident To: arslist@ARSLIST.ORG ** Are you sure it says Created from Incident or Created from Service Request? Usually when SRM is used to submit a request in which the fulfillment app is Incident, it submits a default Work Info entry in the Incident record that states such a message. Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Mobile:646.483.2779 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Vianna Vianna Sent: Monday, February 14, 2011 12:31 PM To: arslist@ARSLIST.ORG Subject: worklog entry - Created from Incident Hello again Somebody has brought to my attention that occassionly we have a work info entry appear in our Incident Management work info table that says: Created from Incident (with the header as: Customer Communication). It looks like it's being auto populated but we're not sure what's triggering it. It looks to be sporadic. Anybody have an idea why this entry is being generated? Thanks Vi This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: worklog entry - Created from Incident
In Application Administration Console, Custom Configuration, Incident Management: Rules You will find that Create Request on Submit is set to Yes. If so, then whenever an Incident is manually created, a Service Request is also created. This helps maintain a one-to-one relationship between Incidents and Requests, and allows the customer to track the incident in Requester Console as if it came from there. This process adds the Work Info entry you cite, in much the same manner as the Work Info entry that is created when the Incident is created from the Service Request. It merely indicates the source of the incident. Mike Luttmann -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Vianna Vianna Sent: Monday, February 14, 2011 10:31 AM To: arslist@ARSLIST.ORG Subject: worklog entry - Created from Incident -- Information from the mail header --- Sender: Action Request System discussion list(ARSList) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: WorkLog attachment incorrect file count
This is done by an active link against the HPD:Help Desk form (HPD:INC:DetailWorkLog_101_BoundCount), so it does not update when you create records directly in HPD:WorkLog. I created three filters for our integrations to email and Kinetic Request, both of which push entries directly into the Work Information form. I added an inbound filter for Kinetic that sets a temp field (z1D Integer 04) with the current value in Inbound, then pushes the temp field value + 1 back into Inbound. I built almost identical filters for both Inbound and Outbound for the email interaction, where an Incoming email creates a work log entry. These all fire ONLY on Submit of a new HPD:WorkLog record where the communication source is one of the custom types we defined. 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 Elinore AR Sent: Wednesday, August 27, 2008 4:58 AM To: arslist@ARSLIST.ORG Subject: HPD:WorkLog attachment incorrect file count Hi, We have an external active link that is inserting Work Log info to the HPD:WorkLog and I noticed that the File column in the Attachment field is not counting the correct number of attachments that our active link was inserting. Is there a configuration or active link that counts the Files (number of Attachments) when attachments are inserted on HPD:WorkLog? If so, how do we tell this config the correct number of attachments that have been inserted? TIA. ___ 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: Worklog
You could do a setfield from the field into a 0 length display only char field _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of John Kelley Sent: Wednesday, January 30, 2008 1:03 PM To: arslist@ARSLIST.ORG Subject: Worklog Hi ARS 6.3 Is there any way to display the worklog in a form or table, without hitting the actual icon? * This e-mail message, including any attachments, is for the sole use of the addressee(s) to whom it has been sent, and may contain information that is confidential or legally protected. If you are not the intended recipient or have received this message in error, you are not authorized to copy, distribute, or otherwise use this message or its attachments. Please notify the sender immediately by return e-mail and permanently delete this message and any attachments. Dunkin' Brands Inc. makes no warranty that this e-mail is error or virus free. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
