SRM 8.1.01:  The AOT name is mapped to the Work Order Summary instead of the Work Order Template summary.

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    PRODUCT:

    BMC Service Request Management


    APPLIES TO:

    BMC Service Request Management



    PROBLEM:

     

    Create an AOT with a work order template. In the work order template, put a work order summary.

    The work order summary in the work order template is not mapped to the summary in the work order created from the service request.

    BMC Remedy Service Request Management 8.1.01


     

     


    SOLUTION:

     

    Legacy ID:KA429575

      

    This is as designed.

    Usually all of the application template values are used when the value for a particular field is null in the service request but the template has a value. Then the template field values are used in those null fields of the service request.

    In this case, since the AOTsummary is already populated and it is NOTnull, the Work Order template summary won't be used.

    If you want this design to have an option to use the work order template summary, please enter an Idea in the BMC Idea Community

    https://communities.bmc.com/community/about/blog/2013/06/05/getting-started-with-product-ideas


    For now, you will have to customise the mapping.
     

      
    Related Products:  
       
    1. BMC Service Request Management

     


    Article Number:

    000098243


    Article Type:

    Solutions to a Product Problem



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