Under Incident Rules, there is an option to set "Create Request on Submit". Try selecting "No" to see if that meets the criteria of the filter in question.
We are new to SRM (8.1), but we found out that when an support agent updates the work info of a ticket and marks it public, it is supposed to mark the SR as "needs attention" for the customer to see, this is not happening. Also, annoying ARWARN message when updating items in your cart. The message is something about completion date must be later than the expected date. In Change Mgmt module 8.1 1. When a change is rejected, the Change Manager is not notified, but the Change Coordinator is. Check filter CHG:CRQ:NotifyOnRejectApproval-CA__o 2. They've done some funky stuff with risk calculations also.. for us at least, broke how "derived risk factors" are taken into account into change risk ranking. 3. On the CRQ:Infrastructure Change form, the approval table seems to have a mind of its own and displays (or not), what it wishes. We've been running ITSM 8.1 for a few months now. In my opinion, the new features are nice, although runs slower than 7.6.04. Good luck Marcelo Martinez From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Pierson, Shawn Sent: Thursday, January 16, 2014 7:32 AM 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"
