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:[email protected]] On Behalf Of Terje Moglestue Sent: Wednesday, August 24, 2011 9:50 AM To: [email protected] 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"
