Hi Alejandro, Yes we do use the HPD:IncidentInterface_Create WebService for a few web forms used through a PHP class we designed. Though I have not heard of any failures on the web form submissions, and our users are usually quite vocal when something does not work.
Question.... I know when the web service is being consumed it will reserve a number, but it won't reserve a number if the web service is not called, is that correct? Michael On Thu, Jul 21, 2011 at 1:58 PM, Alejandro Canon <[email protected]> wrote: > Michael: > > Do you have published HPD:IncidentInterface_Create WebService or some > external creation of incidents through HPD:IncidentInterface_Create form? > Because of that interface form it will trigger Incident ID Reservation in > HPD:Help Desk form. Even if Incident ticket is not created due to some error, > Incident ID is reserved and NextID will be incremented according what > Christopher said. > > Regards, > > Alejandro > -----Mensaje original----- > De: Action Request System discussion list(ARSList) > [mailto:[email protected]] En nombre de Michael > Enviado el: Jueves, 21 de Julio de 2011 16:05 > Para: [email protected] > Asunto: Re: Jumps in Incident ID numbers > > Nice idea! > > I love 'what if', I always learn so much in trying. > > I will play with that and see if I can get anything from it. > > thanks, > Michael > > On Thu, Jul 21, 2011 at 12:53 PM, Martinez, Marcelo A > <[email protected]> wrote: >> Just an idea here.. What IF... >> >> You create a custom form with some fields you'd like to capture. Then create >> workflow to fire when [TR.IncidentID*+ =! $NULL$ ] and have it populate >> those fields on your custom form. You could capture user / timestamp / etc >> fields.. >> >> I have not tried this - don't know if it would work >> >> >> -----Original Message----- >> From: Action Request System discussion list(ARSList) >> [mailto:[email protected]] On Behalf Of Michael >> Sent: Thursday, July 21, 2011 2:44 PM >> To: [email protected] >> Subject: Re: Jumps in Incident ID numbers >> >> Thanks, I will look into that. >> >> Not sure if they(management) want to make that customization, but it >> never hurts to explore all options. >> >> thanks again, >> Michael >> >> On Thu, Jul 21, 2011 at 12:34 PM, pritch <[email protected]> wrote: >>> There's a couple active links you can disable that should stop that (I had >>> a similar issue with change). They have the active links duplicated as >>> filters on submit so it generates it there. I did have to put in a warning >>> message to give the user their ticket number. >>> >>> ----- Original Message ----- >>> From: "strauss" <[email protected]> >>> To: [email protected] >>> Sent: Thursday, July 21, 2011 3:26:09 PM >>> Subject: Re: Jumps in Incident ID numbers >>> >>> Anything that tries to open a new ticket generates a new Incident ID, then >>> if the transaction is abandoned that ID is considered "consumed" and the >>> Next ID is incremented. On ITSM 7.0 this occurred if you selected the >>> Customer in the ticketing form; in 7.6.04 it occurs when you open a new >>> Incident (or other) form, so the skipping of numbers will just get "worse" >>> from here on out. >>> >>> 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 Michael >>> Sent: Thursday, July 21, 2011 2:22 PM >>> To: [email protected] >>> Subject: Jumps in Incident ID numbers >>> >>> Hi all, >>> >>> ITSM & server 7.6.03 >>> Linux 2.6.18-238.9.1.el5 >>> Oracle 11g >>> >>> I am opening a ticket with Remedy support on this, but was wondering >>> if anyone had seen this before. We are getting constant jumps in >>> Incident ID numbers. For example: >>> >>> (Last 3 tickets created less than 5 minutes apart) >>> >>> INC000000029396 >>> INC000000029399 >>> INC000000029401 >>> >>> This is constant, and sometimes the jumps between numbers is random, >>> sometimes its 1, then 3, then 2, then 10, then 27, it bounces all over >>> the place. >>> >>> Next Request ID Block size is set to 1 on the Configuration tab of the >>> "Server Information" form. >>> >>> There is no Next Request ID Block size on: >>> >>> HPD:Help Desk >>> HPD:CFG Ticket Num Generator >>> >>> Also, except for very minor customizations like a field name, or >>> adding a field to the IM console, this is OOTB. >>> >>> Anyone seen this, or have any ideas? >>> >>> thanks! >>> -- >>> Michael Hirst >>> University of Arizona, >>> UITS >>> 520-621-0867 >>> >>> _______________________________________________________________________________ >>> 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" >>> >>> >> >> >> >> -- >> Michael Hirst >> University of Arizona, >> UITS >> 520-621-0867 >> >> _______________________________________________________________________________ >> 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" >> >> > > > > -- > Michael Hirst > University of Arizona, > UITS > 520-621-0867 > > _______________________________________________________________________________ > 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" > > -- Michael Hirst University of Arizona, UITS 520-621-0867 _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
