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
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.
Jun 4, 2012 12:24 PM
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?
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
Jun 4, 2012 5:58 PM
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.
What Laurent said is correct. For 7.6.03 version there was no Work Order option in the Incident form.
Regards
Raju M.
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
Jun 11, 2012 1:03 PM
Is it OOTB and the same patch (sp) level?
Hi Laurent,
Yes, is OOTB and the same patch.
7.6.03 000
Regards
Fernando Cruz
Jun 11, 2012 4:54 PM
It seems you're in search mode, is it the same in new mode?
Helle Team,
Yes, is the same behavior in search mode that in new mode.
Regards
Jun 20, 2012 5:42 PM
I'll try to find an old VM to test
OK,
Thanks so much for your help. Im still working on this.
Regards
Fernando Cruz