Hi, I believe the intention was not to have multiple notifications sent to the end user from both SRM and Incident and only one application generating the notification.
If a user creates a request from SRM, they receive the notification from SRM only. Previously it was necessary to disable the additional notifications. _____ Kind Regards, Carl Wilson http://www.missingpiecessoftware.com/ From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Pierson, Shawn Sent: 16 January 2014 13:32 To: [email protected] Subject: HPD:INC:NTCustConfirm_851_SetTag in ITSM 8.1 ** Good morning, I think we've identified our first defect with ITSM 8.1 in our user testing phase. It looks like the filter above isn't firing, so the customers are not being notified. The cause appears to be the Run If portion. Here's what we see in 8.1: ('Status' < "Resolved") AND ('z1D Char01' != $NULL$) AND ('SRInstanceID' = "NA") AND ('Created_From_flag' != "Request") AND ('SRID' = $NULL$) AND (('Flag_Create_Request' = "No") OR ('Flag_Create_Request' = $NULL$)) Here's the Run If in 7.6.4: ('Status' < "Resolved") AND ('z1D Char01' != $NULL$) AND ('SRInstanceID' = "NA") AND ('Created_From_flag' != "Request") AND ('SRID' = $NULL$) That extra stuff with the 'Flag_Create_Request' field seems to be the problem, but I don't really know what that is used for. Has anyone else run into this, and if so, what is the solution? My testing fix was to create an overlay and set the Run If to be the same as 7.6.4. If it also helps, we have SRM which probably has some bearing on the ITSM notifications that go out. Thanks, Shawn Pierson Remedy Developer | Energy Transfer Private and confidential as detailed here <http://www.energytransfer.com/mail_disclaimer.aspx> . If you cannot access hyperlink, please e-mail sender. _ARSlist: "Where the Answers Are" and have been for 20 years_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
