9 Replies Latest reply on Nov 21, 2013 8:52 AM by Tamara Scanlon

    Transfer SRD Attachments to INC, via Process Designer

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      Good Morning Folks

       

      Got another gotcha for you, that is probably simple, but dunno how to do it.

       

      When a user attaches a document to an SRD, and the SRD calles a process, the attachment gets lost. Its still attached to the Parent SRD, but does not automatically transfer to the Incident.

       

      How do I accomplish this? There is only 1 attachment that the user can attached, per request (SRD), so it "should" be simple?? haha (I think I just jinxed myself!!)

       

      ... I feel another subprocess coming - actually, I will just add it to an existing subprocess!! LOL

       

      Thanks in advance

      Tamara

        • 2. Re: Transfer SRD Attachments to INC, via Process Designer
          Peter Adams

          Quick clarification:  if the accessibility of attachment from backend apps (INC, CHG, ...) is your primary concern, then this alone should not need introduction of PD process. In latest released version 8.0 of SRM, an end user can attach more than one attachment to the request and the attachments are easily accessible from the incident, change, ... that are created by the request fulfillment process. We are still not copying the attachment (for good reasons), but it is as easily accessible to an ITSM user from work info area as you can access any files that are directly attached to the incident, change, ...

           

          Peter

          • 3. Re: Transfer SRD Attachments to INC, via Process Designer

            This is what is happening:

             

            Before Process Designer:

            Create an SRD to create an Incident.

            Submit an SRD with an attachment

            Attachment appears as a work detail item

             

            With Process Designer:

            Create an SRD to create an incident, using process designer

            Submit the SRD with an attachment

            Attachment is not attached to the incident, its still with the Parent SRD

             

            Yes, the support group will be able to search for the REQ associated to the incident to find the attachment... IF we create a work detail item in Process Designer/on the incident to tell the support team to go look for it.

             

            I could create a work detail to say "attachment submitted, see parent REQuest", but I would rather create one that looks as though it was created without process deisgner. Consistency.

             

            -Tamara

            • 4. Re: Transfer SRD Attachments to INC, via Process Designer

              Now that we have done more research, we know what we are asking.

               

              How do you copy SRM:WorkLog to HPD:WorkLog???  Wher:SRM:WorkLog may contain an attachment.

               

              We have tried to manually copy the SRM:WorkLog datafields to the HPD:WorkLog, but cannot map the attachment name due to a data type mismatch. The DB/Form says the field is character, but apparently it isn't.

               

              Is it as simple as firing a filter to copy/create the WorkLog's?

               

              Help??!

               

              PS> In Remedy 8.1 (with PD 8.3.2), will the attachments automatically transfer via Process Designer? If so, we do have an migration path for a Remedy Upgrade and it may be in our best interest of time spent to wait for the upgrade.

               

              Tamara

              • 5. Re: Transfer SRD Attachments to INC, via Process Designer

                Update:

                 

                We are now fully up to date with the latest version of Remedy (8.1) and Process Designer (8.3.03). Attachments are still not automatically "floating" through to the Incident. This appears to remain a manual task (which we cannot figure out) to tansfer the work log containing the attachment(s) from the SRM:Request to the HPD:Help Desk (well, actually the SRM:Work Log to the HPD:Work Log).

                 

                Our workaround is to put a work log item on the INCIDENT telling the service desk/support people to go look at the SR for the attachment. When an SRD does NOT use PD, the attachments are put on the Incident in the work detail. Have not tested this yet in 8.1 (without PD) but assume that attachments will automatically appear/transfer to the incident if submitted.

                 

                For the most part, I have turned off the ability to submit attachments on SRDs.

                 

                Tamara

                • 6. Re: Transfer SRD Attachments to INC, via Process Designer

                  01Nov2013 - No longer using Process Designer due to bugs in Remedy 8.1. Leaving discussion open for others to review. This was never answered! Our work around was to create an HPD:WorkLog to tell the support analyst to look at the parent SRD.

                  • 7. Re: Transfer SRD Attachments to INC, via Process Designer
                    Jason Miller

                    Hi Tamara,

                     

                    Sorry I didn't catch this thread sooner.  The 'SRM:AppInstanceBridge' record needed to link the attachments between SRM:Request and the fulfillment request is not generated when using Process Designer.  We too had a PD process that we had to stop using because not only were the Work Info records not displaying from one app to the other (SRM to CHG/WO and CHG/WO to SRM) but also the status changes from the fulfillment app did not update the SRM:Request record so when the fulfillment request was completed the SRM:Request still indicated it was open.

                     

                    Chris Jones from BMC confirmed the SRM:AppInstanceBridge record is not created but there are plans to include it in the future here: ARS (Action Request System) - SRM Question Conditions

                    • 8. Re: Transfer SRD Attachments to INC, via Process Designer
                      Jan Sierens

                      Jason Miller schreef:

                       

                      Hi Tamara,

                       

                      Sorry I didn't catch this thread sooner.  The 'SRM:AppInstanceBridge' record needed to link the attachments between SRM:Request and the fulfillment request is not generated when using Process Designer.  We too had a PD process that we had to stop using because not only were the Work Info records not displaying from one app to the other (SRM to CHG/WO and CHG/WO to SRM) but also the status changes from the fulfillment app did not update the SRM:Request record so when the fulfillment request was completed the SRM:Request still indicated it was open.

                       

                      Chris Jones from BMC confirmed the SRM:AppInstanceBridge record is not created but there are plans to include it in the future here: ARS (Action Request System) - SRM Question Conditions

                       

                      It is indeed very annoying work info is not handled when using Process Designer.

                       

                      For completing the SRM:Request you can add an update task in process designer that sets the status to complete. This gives more flexibility. You can close the SRM:Request before all linked WO/INC/CHG are completed or wait for all to be closed.

                       

                      Here is an example where I wait for 2 WO to complete using the "AND" dependency type:

                      Untitled.png

                      At the end the status of the request is set to Completed.

                      1 of 1 people found this helpful
                      • 9. Re: Transfer SRD Attachments to INC, via Process Designer

                        Closing off the conversation as the answer was provided by Jason, with a sample by Jan. Good luck to anyone else who has found this bug and is working through it.

                         

                        Tamara