12 Replies Latest reply: Jun 25, 2012 2:06 PM by Fernando Cruz

Problems relating a WO with an INC

Fernando Cruz Jun 4, 2012 12:06 PM

Hello team,

Having an open Incident, i can not relate it with a WO. I am not visualizing the option of Work Order into the menu.

I have tested using Best Practice view and Classic view and the results are the same. Also i have checked the AL related and all are correct.

Can any one help me?

Regards

Fernando Cruz

Relation Menu.jpg 149.4 K

1. Problems relating a WO with an INC

RM Raja Jun 4, 2012 12:22 PM (in response to Fernando Cruz)

Hi,

If we re-start the remedy service it should work out and also re-start tomcat service and flush the mid-teir cache to test it on browser.

Also could you please let us know the environment details.

Regards
Raju M.
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2. Problems relating a WO with an INC

Laurent Matheo Jun 4, 2012 12:24 PM (in response to Fernando Cruz)

I just tried in 7.6.04 sp2, the "search" is linked to menu "SYS:RTL:RequestType-NotALLQ" and it displays workorder.
I tried in 7.6.04, same thing.

What is your ITSM version?
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3. Problems relating a WO with an INC

Fernando Cruz Jun 4, 2012 5:37 PM (in response to Fernando Cruz)

Hi team,

Is a 7.6.03 patch 002 version in Solaris with a Data Base in Oracle.

Thanks for your comments i will perform those activities.
have reviewed the "SYS:RTL:RequestType-NotALLQ" menu, but i will make a second review.

Regards
Fernando Cruz
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4. Problems relating a WO with an INC

Laurent Matheo Jun 4, 2012 5:58 PM (in response to Fernando Cruz)

According to the 7.6.03 documentation:
BMC Remedy Service Desk: Incident Management User Guide 7.6.03
Page 150-151

An incident can be related to any of the following record types:
■ Configuration item
■ Another incident
■ Solution database entry
■ Known error
■ Problem investigation
If you have BMC Remedy Asset Management and BMC Remedy Change
Management, an incident can also be related to the following record types:
■ CI unavailability
■ Release
Working with relationships
■ Infrastructure change

So no workorder for this version.
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5. Problems relating a WO with an INC

RM Raja Jun 4, 2012 6:13 PM (in response to Fernando Cruz)

What Laurent said is correct. For 7.6.03 version there was no Work Order option in the Incident form.

Regards
Raju M.
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6. Problems relating a WO with an INC

Fernando Cruz Jun 11, 2012 9:09 AM (in response to RM Raja)

Hello team,

I have reviewed that information and is correct but I have reviewed in an own test environmet (7.6.03) and I´m able to view the WO option into the relationshio menu.

Also I´m able to view the WO Relationship form after clicking the WO option.

Somebody know how is this possible?

Regards
Fernando Cruz
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7. Problems relating a WO with an INC

Laurent Matheo Jun 11, 2012 1:03 PM (in response to Fernando Cruz)

Is it OOTB and the same patch (sp) level?
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8. Problems relating a WO with an INC

Fernando Cruz Jun 11, 2012 4:51 PM (in response to Laurent Matheo)

Hi Laurent,

Yes, is OOTB and the same patch.

7.6.03 000

Regards
Fernando Cruz
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9. Problems relating a WO with an INC

Laurent Matheo Jun 11, 2012 4:54 PM (in response to Fernando Cruz)

It seems you're in search mode, is it the same in new mode?
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10. Problems relating a WO with an INC

Fernando Cruz Jun 20, 2012 3:20 PM (in response to Laurent Matheo)

Helle Team,

Yes, is the same behavior in search mode that in new mode.

Regards
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11. Problems relating a WO with an INC

Laurent Matheo Jun 20, 2012 5:42 PM (in response to Fernando Cruz)

I'll try to find an old VM to test
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12. Problems relating a WO with an INC

Fernando Cruz Jun 25, 2012 2:06 PM (in response to Laurent Matheo)

OK,

Thanks so much for your help. Im still working on this.

Regards
Fernando Cruz
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