Straus, I agree with you. The entry ID used when generated the AR Task and URL should still reference the same ticket. By activating / clicking on the attachment or the URL should redirect the user to the same ticket. The problem is that you end up on a different ticket.
Terje ________________________________________ From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On Behalf Of strauss [stra...@unt.edu] Sent: 24 August 2011 16:03 To: arslist@ARSLIST.ORG Subject: Re: Remedy AO Integration Consultant - URGENT - Based Switzerland, then India The Incident ID and the Entry ID are two completely different fields, that get out of sequence from each other IMMEDIATELY, even on a brand new ITSM system. The Entry ID is the link used in AR Task and URL, not the Incident ID. 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:arslist@ARSLIST.ORG] On Behalf Of Terje Moglestue Sent: Wednesday, August 24, 2011 9:50 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy AO Integration Consultant - URGENT - Based Switzerland, then India I got some bespoke filter notification that is incorrect and difficult to debug. The notification is generated by a set of filters on HPD:Helpdesk. The final filter generates and sends the email. The TO, CC, and email body is correct. The same filter got AR Task and Web URL clicked. The filter should then attached a AR Task as a link for the user tool and add a web URL. It should then reference the same ticket. Here is the problem. The attached AR Task and Web URL is linked to a different ticket. The subject and email body are correct. These notification filters are executed in sequence with execution order between 800-806. The server and client side filter log show clearly that there is no other filters executing on the same execution order. Any tips? Terje _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 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" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
