Re: ITSM 7 SRM Error - RESOLVED

[Orndorff, Greg]

Title: RE: ITSM 7 SRM Error

**

BMC solved the issue, specifically Steven Duncan (very friendly and resourceful).  In our 'Configure Incident Rules' form, we had 'Create Request on Submit' set to "Yes" ("No" is the default).  This essentially means (p. 340 of the ITSM Config Guide) that, for the entire company listed in the record, a separate request ticket (SRM form) is created for those companies (customers) that will be using the Requester Console.  Well, we had created users in that same company that had no login id.  The problem occurred because we were saying for that company, we were saying that the customer would have no access to the system yet wanted to create a request that they couldn't see anyway.  So now that I understand the problem, I think Remedy should have somehow prevented this error from happening or at least provide a better error message.  They could have made the login id field required if 'Create Request on Submit' was already set to "Yes".  It would have saved a lot of time.

 

- Greg

---

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3
Sent: Thursday, August 31, 2006 3:44 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7 SRM Error

**

Greg:
 
Is this on one particular machine?  If so, you may need to do some work, but I would start with uninstalling, powering down the machine (not just restarting) and then power it back up and install again.  Sometimes systems get really confused if you don't restart between an uninstall and an install.

James McKenzie
 

________________________________

From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Orndorff, Greg
Sent: Thursday, August 31, 2006 3:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7 SRM Error

**
Joe and Lars - Thanks for responding.  I'm the user and have 'God' permissions.  This application is out of the box with all the forms and workflow already created by BMC.  We have not changed anything; we're just using/testing the application.  I should have stated that my question is directed to just those who have installed ITSM 7.0, i.e. the non-Developers.  I'm not real hopeful as it doesn't appear that a lot of people have ITSM 7.0 installed.

- Greg

________________________________

From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe DeSouza
Sent: Wednesday, August 30, 2006 5:45 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7 SRM Error

**
Are you doing a Push Fields operation on submit either using a filter or an Active Link to another form that does not allow those users to write to the fields that your system is complaining about? Check the permissions of those users on that form...

Joe D'Souza
Remedy Developer / Consultant,
BearingPoint,
Virginia.

----- Original Message ----
From: Greg Orndorff <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, August 30, 2006 8:30:46 PM
Subject: ITSM 7 SRM Error

When submitting an Incident, I and another user get the following message:
"ARERR [326] Required field cannot be reset to a NULL value: SRM:
RequestInterface_Create (1000000337)

ARERR [326] Required field cannot be reset to a NULL value: SRM:
RequestInterface_Create: Login ID"

It prevents us from submitting the ticket.  All other users are fine.  At
one point, I was able to submit Incidents.  I've tried completely
uninstalling and reinstalling to no avail.  When we log in on other
machines though, it works fine.  I've logged a ticket with BMC and sent the
filter log to them but haven't heard anything back.  We're using Windows
XP.  Has anyone else experienced this error?

Thanks,
Greg Orndorff
Pegasus Solutions

_______________________________________________________________________________
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org <http://www.wwrug.org/>

__20060125_______________________This posting was submitted with HTML in it___ __20060125_______________________This posting was submitted with HTML in it___

__20060125_______________________This posting was submitted with HTML in it___ __20060125_______________________This posting was submitted with HTML in it___