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RE:Issue with Task Notifications

Abdul Moid Mohammed Aug 29, 2019 5:55 AM

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Hi Team,

We are with BMC Remedy ARS,ITSM Suite 9.1.04.002 along with SRM,SLM,RSSO and DigitalWorkPlace.

Can this be assigned to any of the teams available now with Priority HIGH!

We are experiencing an issue with Task Notifications, we had customizations prior to 9.1.04.002 for the task notifications and we were getting duplicate/triplicate notifications at times when the task is created.

After checking through workflows and the updates with 9.1.04.002 we have disabled our customizations and now we get only one notification for the task assigned either to the Group or Individual assignments but the Task Number is not carried for the New Task (Your group has been assigned Task TAS)that is created but the Task number is listed for all the other preceding assignments( either to other group or individual) - Your group has been assigned Task TAS000000474389.

Logs attached for your reference and assistance on this issue resolution

I have checked the SYS:Notification Messages form and all the other associated workflows with it.

Appreciate response at your earliest availability.

Logs_8282019.txt 816.6 K

1. Re: RE:Issue with Task Notifications

Vikas Mahamuni Aug 29, 2019 6:30 AM (in response to Abdul Moid Mohammed)

Hi

Task ID is not generated before the record gets pushed in the NTE:SYS-NT Process Control form.
Pls check that why it is not getting generated whether you disabled the overlaid filter.

Thanks.
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2. Re: RE:Issue with Task Notifications

Shwetha BK Aug 29, 2019 7:31 AM (in response to Abdul Moid Mohammed)

Hi Mohammed,

May I know which version you are facing this issue,

Because there was already defect created on ITSM 1808 , and Fixed on ITSM 1908
SW00557797 - Task Assigment Notification not generated

Regards,
Shwetha
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3. Re: RE:Issue with Task Notifications

Abdul Moid Mohammed Aug 29, 2019 11:11 AM (in response to Abdul Moid Mohammed)

As informed we are on ITSM 9.1.04.002 and we could see the Notifications are generated but without the Task ID which is an issue as the assignee will not be able to search the Task without Task#
Where as the Task ID is Populated as the assignment goes to other group or Individual.

Appreciate inputs to assist at your earliest availability..

Thanks;--Abdul Moid
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4. Re: RE:Issue with Task Notifications

Sidhdesh Punaskar Aug 29, 2019 11:40 AM (in response to Abdul Moid Mohammed)

Did you make changes to filter?
TMS:TAS:Notification_AssignedToGroup_CallGUIDE
I don't have system to check now if this should only execute on modify action or only on submit.
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5. Re: RE:Issue with Task Notifications

Sidhdesh Punaskar Aug 30, 2019 2:08 AM (in response to Sidhdesh Punaskar)

I checked in my 9104 system filter TMS:TAS:Notification_AssignedToGroup_CallGUIDE should run on modify action and not on submit
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6. Re: RE:Issue with Task Notifications

Abdul Moid Mohammed Aug 30, 2019 4:18 AM (in response to Abdul Moid Mohammed)

Thanks Sidesh,

TMS:TAS:Notification_AssignedToGroup_CallGUIDE should run on modify action and not on submit.

Still the issue persists and i dont see anything captured in the logs apart from the record(TaskID) not getting pushed in the NTE:SYS-NT Process Control form.

Appreciate response/assistance at your earliest availability.
Thanks;--Abdul Moid
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7. Re: RE:Issue with Task Notifications

Abdul Moid Mohammed Aug 30, 2019 4:46 AM (in response to Abdul Moid Mohammed)

We had the customization for having the notification triggered when task is submtted and it was on Submit action so with the OOTB filter TMS:TAS:Notification_AssignedToGroup_CallGUIDE should run on modify action and not on submit.
I had disabled the Custom filter and enabled the TMS:TAS:Notification_AssignedToGroup_CallGUIDE and dont see the notification trigerred if its on Modify action,if i change it to Submit i can see the notification trigerred but still with no TASK#

Appreciate response at your earliest availability

Thanks;--Abdul Moid
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8. Re: RE:Issue with Task Notifications

Sidhdesh Punaskar Sep 2, 2019 6:45 AM (in response to Abdul Moid Mohammed)

you need to provide server side logs. Earlier logs were client logs and with filter running on submit action : TMS:TAS:Notification_AssignedToGroup_CallGUIDE

We need server side logs when this filter runs on modify action
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9. Re: RE:Issue with Task Notifications

Abdul Moid Mohammed Sep 2, 2019 9:26 AM (in response to Abdul Moid Mohammed)
Attached logs with Filter TMS:TAS:Notification_AssignedToGroup_CallGUIDE which runs on Modify Action

Where Filter will not trigger it says Skipped Filter with OOTB Execution option been 750.

Appreciate assistance/response at your earliest availability.

Thanks;--Abdul Moid

922019_TaskNotification.zip 585.2 K
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10. Re: RE:Issue with Task Notifications

Sidhdesh Punaskar Sep 2, 2019 10:19 AM (in response to Abdul Moid Mohammed)

From initial investigation when I compare the logs with my system,
i find below call is missing
+SE ARSetEntry -- schema TMS:Flow entryId
Operation - SET on TMS:Flow
Then filter TMS:FLW:PushScopeIDatEvaluateTime makes push field to TMS:Task form
State (10003019) = 1
zTmpInternalCommand (10001735) = CREATE
zTmpInternal (10001051) = 0
Scope ID (10000050) =

As you see, State is set to Active here.

On SET on TMS:Task, the filter TMS:SHR:NSJumpStraightToNSEvaluate fails which perform skip to 850 option and
Filter TMS:TAS:Notification_AssignedToGroup_CallGUIDE will generate notification.

So it does not look like issue is with filter : TMS:TAS:Notification_AssignedToGroup_CallGUIDE
but missing set entry action on TMS:Flow form.

I could see create entry record for TMS:Flow but not sure what triggers this entry.

Do you have any customization on this area?
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11. Re: RE:Issue with Task Notifications

Sidhdesh Punaskar Sep 2, 2019 10:47 AM (in response to Sidhdesh Punaskar)

I belive active link : INT:HPDTMS:INC:StatusInProgress_ActivateFirstTasks_Dialog is failing to modify TMS:Flow workflow which is also not activating your task as well.
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12. Re: RE:Issue with Task Notifications

Sidhdesh Punaskar Sep 2, 2019 10:51 AM (in response to Sidhdesh Punaskar)

I think we need active link logs when you click on add adhoc task on incident form.
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13. Re: RE:Issue with Task Notifications

Abdul Moid Mohammed Sep 3, 2019 2:26 AM (in response to Abdul Moid Mohammed)
Attaching logs for your reference.

AL_Logs_4Tsk.txt 80.8 K
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14. Re: RE:Issue with Task Notifications

Sidhdesh Punaskar Sep 3, 2019 2:58 AM (in response to Abdul Moid Mohammed)

Seems to be issue with custom filter :

CMS:TMS:TAS:Create_ToPending_onSubmit
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