SRM: When submitting the SRD we receive error 1291115 You do not have permission to move to the status of "Assigned"

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    PRODUCT:

    BMC Service Request Management


    COMPONENT:

    BMC Service Request Management


    APPLIES TO:

    18.x, 9.x



    PROBLEM:

    Use Case : When submitting any SRD, the SR fails to create the fulfillment with the error 1291115: "", "You do not have permission to move to the status of "Assigned".";


    CAUSE:

    Reset the Next ID


    SOLUTION:

    Analysis :
    <Fulfillment was an Incident in this case>
    -The filter which gives error is HPD:INC:ChkStatusRule_115_E
    -We disabled the filter HPD:INC:ChkStatusRule_115_E  and it gave us an error "Unique index violation error" when submitted the SRD instead of error 1291115: "", "You do not have permission to move to the status of "Assigned".";
    -We found it was generating the Incident IDs which were already present in the system (Probably due to DB/Data center migration in this case)

    Solution:
    -We reset the the Next ID of Incident from DB using this KA https://communities.bmc.com/docs/DOC-96871, so it generates new Incident ID > (greater than) existing Incident ID on HPD: Help Desk form.

    Additional Details :
    If you run into this specific error Error ERROR (1291115): ; You do not have permission to move to the status of "New". while creating Incident from service request -- > Please refer this KA https://communities.bmc.com/docs/DOC-121030

     


    Article Number:

    000174667


    Article Type:

    Solutions to a Product Problem



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