ITSM 7.604SP2 ARS 7.605SP2 I am getting blind here.
I am trying to implement a simple change what would allow the requester to update the incident by email when the incident is in status resolved. We are using SRM - so the ticket is identified by the REQ0 number. By sending an email a new work log is created. Simple change I would say! I made a change to filter: RBE-Transaction.S210-ValidateforClosedIncidents And RBE-Transaction.S210-ValidationforClosedRequests By removing "Status" = "Resolved" from the qualification resolved tickets are no longer classified as closed. Perfect! This simple change allowed a new work log to be created in SRM:WorkInfo. On the incident side - no new work log is created in HPD:WorkLog. Why? It must be a qualification somewhere - rejecting the work log being created since the incident status is resolved. BMC Software - why make it some complicated. Any advice? Thanks, Terje _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
