Re: SRM 7.6.03 Questions/Issues
Kevin, When we attach the attachment in the request entry, The attached entries will not go in to the work info fields, If we want to view the attachments we have to click on the view service request and itnbsp;displaysnbsp;nbsp;the all the questions andnbsp;attachments ThanksSanjeeva Naidu G On Sat, 19 Feb 2011 21:12:51 +0530 Kevin Begosh lt;kbeg...@gmail.comgt; wrote gt;**List,I am working with ARS/ITSM/SRM 7.6.03.nbsp; I have created a number of SRD's that create incidents.nbsp; Everything works fine except for the following two things.nbsp;1.nbsp; Attachment adding to thenbsp;Service Request does not come over to the incident when created.nbsp; There is a work info entry on the incident that says, Attachment from Request Entry but no attachment.2.nbsp; Update to the activity log on the service request does not update the work info on the incident.nbsp; It does however update the activity log when a work info entry is created on the incident.nbsp;I did a little digging and I have talk to a couple of people on these and I am hearing that both of these are not bugs, they are working on desgined.nbsp; I was not 100% sure if that was accurate so I was wondering ifnbsp;anyone has worked on this issue andnbsp;received any information on either of these? gt;-- gt;Kevin Begosh gt;_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: SRM 7.6.03 Questions/Issues
Thanks. On Thu, Feb 24, 2011 at 8:14 AM, gurram sanjeevnaidu naidu_2000_2...@rediffmail.com wrote: ** Kevin, When we attach the attachment in the request entry, The attached entries will not go in to the work info fields, If we want to view the attachments we have to click on the view service request and it displays the all the questions and attachments Thanks Sanjeeva Naidu G On Sat, 19 Feb 2011 21:12:51 +0530 Kevin Begosh kbeg...@gmail.com wrote ** List, I am working with ARS/ITSM/SRM 7.6.03. I have created a number of SRD's that create incidents. Everything works fine except for the following two things. 1. Attachment adding to the Service Request does not come over to the incident when created. There is a work info entry on the incident that says, Attachment from Request Entry but no attachment. 2. Update to the activity log on the service request does not update the work info on the incident. It does however update the activity log when a work info entry is created on the incident. I did a little digging and I have talk to a couple of people on these and I am hearing that both of these are not bugs, they are working on desgined. I was not 100% sure if that was accurate so I was wondering if anyone has worked on this issue and received any information on either of these? -- Kevin Begosh _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ http://sigads.rediff.com/RealMedia/ads/click_nx.ads/www.rediffmail.com/signatureline.htm@Middle?_attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ -- Kevin Begosh ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: SRM 7.6.03 Questions/Issues
Mahesh, Thanks. I heard that from someone else as well, but just wanted to verify. Does anyone know anything about #2. On Tue, Feb 15, 2011 at 3:35 PM, Mahesh mchand...@gmail.com wrote: ** For # 1: The attachment is not carried over to back-end application and is as designed. The attachment can be viewed from Request Details link. Thanks Mahesh On Tue, Feb 15, 2011 at 1:39 PM, Kevin Begosh kbeg...@gmail.com wrote: ** List, I am working with ARS/ITSM/SRM 7.6.03. I have created a number of SRD's that create incidents. Everything works fine except for the following two things. 1. Attachment adding to the Service Request does not come over to the incident when created. There is a work info entry on the incident that says, Attachment from Request Entry but no attachment. 2. Update to the activity log on the service request does not update the work info on the incident. It does however update the activity log when a work info entry is created on the incident. I did a little digging and I have talk to a couple of people on these and I am hearing that both of these are not bugs, they are working on desgined. I was not 100% sure if that was accurate so I was wondering if anyone has worked on this issue and received any information on either of these? -- Kevin Begosh _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ -- Kevin Begosh ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: SRM 7.6.03 Questions/Issues
I have only looked into the first item, and you are correct that it is described as being by design. However, there was a way to fix it in SRM 2.2. Unfortunately, I haven't found the fix yet in the latest version. Thanks, Shawn Pierson Remedy Developer | Southern Union From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kevin Begosh Sent: Tuesday, February 15, 2011 1:39 PM To: arslist@ARSLIST.ORG Subject: SRM 7.6.03 Questions/Issues ** List, I am working with ARS/ITSM/SRM 7.6.03. I have created a number of SRD's that create incidents. Everything works fine except for the following two things. 1. Attachment adding to the Service Request does not come over to the incident when created. There is a work info entry on the incident that says, Attachment from Request Entry but no attachment. 2. Update to the activity log on the service request does not update the work info on the incident. It does however update the activity log when a work info entry is created on the incident. I did a little digging and I have talk to a couple of people on these and I am hearing that both of these are not bugs, they are working on desgined. I was not 100% sure if that was accurate so I was wondering if anyone has worked on this issue and received any information on either of these? -- Kevin Begosh _attend WWRUG11 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 the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: SRM 7.6.03 Questions/Issues
Thanks Shawn. On Wed, Feb 16, 2011 at 9:33 AM, Pierson, Shawn shawn.pier...@sug.comwrote: ** I have only looked into the first item, and you are correct that it is described as being by design. However, there was a way to fix it in SRM 2.2. Unfortunately, I haven’t found the fix yet in the latest version. Thanks, *Shawn Pierson * Remedy Developer | Southern Union *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Kevin Begosh *Sent:* Tuesday, February 15, 2011 1:39 PM *To:* arslist@ARSLIST.ORG *Subject:* SRM 7.6.03 Questions/Issues ** List, I am working with ARS/ITSM/SRM 7.6.03. I have created a number of SRD's that create incidents. Everything works fine except for the following two things. 1. Attachment adding to the Service Request does not come over to the incident when created. There is a work info entry on the incident that says, Attachment from Request Entry but no attachment. 2. Update to the activity log on the service request does not update the work info on the incident. It does however update the activity log when a work info entry is created on the incident. I did a little digging and I have talk to a couple of people on these and I am hearing that both of these are not bugs, they are working on desgined. I was not 100% sure if that was accurate so I was wondering if anyone has worked on this issue and received any information on either of these? -- Kevin Begosh _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ Private and confidential as detailed herehttp://www.sug.com/disclaimers/default.htm#Mail. If you cannot access hyperlink, please e-mail sender. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ -- Kevin Begosh ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: SRM 7.6.03 Questions/Issues
Hey Kevin, We're only on SRM 2.2 but item one is the same for us. I did open a ticket with BMC and they said it was by design in order to reduce duplication in the database. Its a real PITA though and we've considered adding some direct links. Having to go back and forth to locate attachments is a waste of time! As for item 2, we get work log copies either direction. So either they removed some functionality going to 7.6 or you do have a bug in the workflow. Cheers! Eli From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Wednesday, February 16, 2011 6:34 AM To: arslist@ARSLIST.ORG Subject: Re: SRM 7.6.03 Questions/Issues ** I have only looked into the first item, and you are correct that it is described as being by design. However, there was a way to fix it in SRM 2.2. Unfortunately, I haven't found the fix yet in the latest version. Thanks, Shawn Pierson Remedy Developer | Southern Union From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kevin Begosh Sent: Tuesday, February 15, 2011 1:39 PM To: arslist@ARSLIST.ORG Subject: SRM 7.6.03 Questions/Issues ** List, I am working with ARS/ITSM/SRM 7.6.03. I have created a number of SRD's that create incidents. Everything works fine except for the following two things. 1. Attachment adding to the Service Request does not come over to the incident when created. There is a work info entry on the incident that says, Attachment from Request Entry but no attachment. 2. Update to the activity log on the service request does not update the work info on the incident. It does however update the activity log when a work info entry is created on the incident. I did a little digging and I have talk to a couple of people on these and I am hearing that both of these are not bugs, they are working on desgined. I was not 100% sure if that was accurate so I was wondering if anyone has worked on this issue and received any information on either of these? -- Kevin Begosh _attend WWRUG11 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 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: SRM 7.6.03 Questions/Issues
Thanks Eli, I thought it did work in 2.2, that is why I am trying to find out if was taken away or of it is a bug On Wed, Feb 16, 2011 at 11:02 AM, Eli Schilling eli.schill...@thecreek.comwrote: ** Hey Kevin, We're only on SRM 2.2 but item one is the same for us. I did open a ticket with BMC and they said it was by design in order to reduce duplication in the database. Its a real PITA though and we've considered adding some direct links. Having to go back and forth to locate attachments is a waste of time! As for item 2, we get work log copies either direction. So either they removed some functionality going to 7.6 or you do have a bug in the workflow. Cheers! Eli -- *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Pierson, Shawn *Sent:* Wednesday, February 16, 2011 6:34 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: SRM 7.6.03 Questions/Issues ** I have only looked into the first item, and you are correct that it is described as being by design. However, there was a way to fix it in SRM 2.2. Unfortunately, I haven’t found the fix yet in the latest version. Thanks, *Shawn Pierson * Remedy Developer | Southern Union *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Kevin Begosh *Sent:* Tuesday, February 15, 2011 1:39 PM *To:* arslist@ARSLIST.ORG *Subject:* SRM 7.6.03 Questions/Issues ** List, I am working with ARS/ITSM/SRM 7.6.03. I have created a number of SRD's that create incidents. Everything works fine except for the following two things. 1. Attachment adding to the Service Request does not come over to the incident when created. There is a work info entry on the incident that says, Attachment from Request Entry but no attachment. 2. Update to the activity log on the service request does not update the work info on the incident. It does however update the activity log when a work info entry is created on the incident. I did a little digging and I have talk to a couple of people on these and I am hearing that both of these are not bugs, they are working on desgined. I was not 100% sure if that was accurate so I was wondering if anyone has worked on this issue and received any information on either of these? -- Kevin Begosh _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ Private and confidential as detailed herehttp://www.sug.com/disclaimers/default.htm#Mail. If you cannot access hyperlink, please e-mail sender. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ -- Kevin Begosh ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
SRM 7.6.03 Questions/Issues
List, I am working with ARS/ITSM/SRM 7.6.03. I have created a number of SRD's that create incidents. Everything works fine except for the following two things. 1. Attachment adding to the Service Request does not come over to the incident when created. There is a work info entry on the incident that says, Attachment from Request Entry but no attachment. 2. Update to the activity log on the service request does not update the work info on the incident. It does however update the activity log when a work info entry is created on the incident. I did a little digging and I have talk to a couple of people on these and I am hearing that both of these are not bugs, they are working on desgined. I was not 100% sure if that was accurate so I was wondering if anyone has worked on this issue and received any information on either of these? -- Kevin Begosh ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: SRM 7.6.03 Questions/Issues
For # 1: The attachment is not carried over to back-end application and is as designed. The attachment can be viewed from Request Details link. Thanks Mahesh On Tue, Feb 15, 2011 at 1:39 PM, Kevin Begosh kbeg...@gmail.com wrote: ** List, I am working with ARS/ITSM/SRM 7.6.03. I have created a number of SRD's that create incidents. Everything works fine except for the following two things. 1. Attachment adding to the Service Request does not come over to the incident when created. There is a work info entry on the incident that says, Attachment from Request Entry but no attachment. 2. Update to the activity log on the service request does not update the work info on the incident. It does however update the activity log when a work info entry is created on the incident. I did a little digging and I have talk to a couple of people on these and I am hearing that both of these are not bugs, they are working on desgined. I was not 100% sure if that was accurate so I was wondering if anyone has worked on this issue and received any information on either of these? -- Kevin Begosh _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
