7 days to answer a "simple" question about Server Groups.
And that was a production issue right? Impacting production data?
So the priority should have been at least "Severity Level = 1".
I hope we do not have any issues like that.
--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS =
quest System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Thursday, October 04, 2007 10:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: [RESOLVED] Escalation creating dup tickets
**
Chris, I'm not at all surprised that Gary was able to provide a quality
solution
or your patience and suggestions.
>
> Chris P
>
> --
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Thad K Esser
> *Sent:* Tuesday, October 02, 2007 4:57 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:*
Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Thad K Esser
Sent: Tuesday, October 02, 2007 4:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: Escalation creating dup tickets
Chris,
I haven't followed this whole thread, so I apologize if I missed
something, but is the
n a server group.
C
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Thad K Esser
Sent: Tuesday, October 02, 2007 4:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: Escalation creating dup tickets
Chris,
I haven't foll
respond to
arslist@ARSLIST.ORG
To
arslist@ARSLIST.ORG
cc
Subject
Re: Escalation creating dup tickets
**
I noticed duplicate actions but actions with no mappings on them.. I was
wondering what was with that too..
Joe D'Souza
-Original Message-
From: Action Request System discussi
@ARSLIST.ORG
Subject: Re: Escalation creating dup tickets
**
Thats the another odd part of it. Although the first firing indicates that
the escl failed, then the next log entry is the firing of the same escl
again, but if you wade through the push fields, you will see that each field
is pushing
er 02, 2007 3:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: Escalation creating dup tickets
**
Thats the another odd part of it. Although the first firing indicates
that the escl failed, then the next log entry is the firing of the same escl
again, but if you wade through the push fields
tober 02, 2007 3:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: Escalation creating dup tickets
**
I noticed that but it fails qualification once, and the second time
around it passes the qualification, and performs the push operation
once.. Did that create a duplicate ticket even though it appears l
07 3:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: Escalation creating dup tickets
**
Joe,
I've sent the log file and a def file. The oddity here is that when you
look into log file, a single escl is firing within itself. The escl starts,
then starts again in mid operation and it com
ORG
Subject: Re: Escalation creating dup tickets
**
Sure send it on this email account directly if you do not intend to send
it on the list.. It might take me a while to take a look at it but I'll
see if I can spot anything..
I might ask for a combination of a filter and escalation log too lat
To: arslist@ARSLIST.ORG
Subject: Re: Escalation creating dup tickets
** Is this a filter phasing issue?
Usually, all set fields actions fire first, then all push fields actions
to ensure data integrity. If one of the set fields actions fail, there are
no records updated or created with the
56 PM
To: arslist@ARSLIST.ORG
Subject: Re: Escalation creating dup tickets
**
Joe,
Is there a better email acct to send a piece of the escalation log. There
is something very odd within it.
C
--
Fr
PM
To: arslist@ARSLIST.ORG
Subject: Re: Escalation creating dup tickets
**
Chris,
What are the chances that both your escalations evaluate to True, thus
firing actions twice during the runtime of both the escalations
resulting in 2 tickets?
Joe D'Souza
-Origin
alation: ( 'Acknowledged' = "No") AND (
> 'Location' != "EU_SuperNode" )
>
> C
>
> --
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Joe D'Souza
> *Sent:* Mo
ECTED] Behalf Of Pickering, Christopher
Sent: Monday, October 01, 2007 1:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: Escalation creating dup tickets
**
Joe,
There are no filters firing on this. Only 2 escalations, one for US and
one for Row. Each escalation has 3 actions.
1. A push
___
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Monday, October 01, 2007 12:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: Escalation creating dup tickets
**
Chris,
What is the workflow behind the creation of the ticket?
I mean
Behalf Of Pickering, Christopher
Sent: Monday, October 01, 2007 12:24 PM
To: arslist@ARSLIST.ORG
Subject: Escalation creating dup tickets
**
Hello all,
Has anyone seen where a single escalation fires and creates matching
tickets where the only difference is the Request ID? In the logs, it
Hello all,
Has anyone seen where a single escalation fires and creates matching
tickets where the only difference is the Request ID? In the logs, it
shows the escalation firing, doing a push to ITSM (Help Desk), does a
return setfield back into the original form that a second setfield
changes the
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