6 Replies Latest reply: Jan 8, 2009 7:37 AM by Pintu Mallick RSS

Requester Console Issues !!

Pintu Mallick

Hi All,

 

I’m getting requester console error -326 “ARCreateEntry - Required field cannot be reset to a NULL valueHPD:WorkLog : Incident Number” while trying to create new request from requester Console.

 

Please let me know your thoughts on this.

 

Thanks & Regards,

Pintu

  • 1. Re: Requester Console Issues !!
    Pintu Mallick

    Hi Friends,

     

    Little update on this issue -

     

    Instead of selecting summery value if I type some wrong text on summery information I'm getting the same error on requester console event error.

     

    Please share your idea.

     

    Thanks,

    Pintu.

  • 2. Re: Requester Console Issues !!
    Steve Wilson

    This is probably an issue best addressed by support. 

     

    1) What version of ITSM and patch level are you running?

    2) Is the error only happening when an Incident is being created vs. a Change Request?

    3) NOTE: If you type text into the Summary field rather than select from the menu, the application will try to match strings in the Summary you typed to keywords configured in the Summary records.  If a match isn't found, then an Incident is created by default.

    4) I assume there are no problems when you create an Incident directly in the Incident form (without the Requester Console)?

    5) Have any customizations been done to the IM application or CAI (Command Automation Interface) workflow?

     

    Steve

  • 3. Re: Requester Console Issues !!
    Pintu Mallick

    Hi Steve,

     

    Thanks for your response, Please find the answers

     

    1) What version of ITSM and patch level are you running?

     

    AR - 7.0.01 Patch 009

        

    BMC Remedy Incident Management - 7.0.03 Patch 006

    BMC Remedy Problem Management - 7.0.03 patch 006

    BMC Remedy Change Management - 7.0.03 patch 006

     

     

    2) Is the error only happening when an Incident is being created vs. a Change Request?

     

     

    Ans - We have not configured Requester Console for Change Management.

     

    3) NOTE: If you type text into the Summary field rather than select from the menu, the application will try to match strings in the Summary you typed to keywords configured in the Summary records.  If a match isn't found, then an Incident is created by default.

     

    Ans - No, I'm getting the Same Error.

     

    4) I assume there are no problems when you create an Incident directly in the Incident form (without the Requester Console)?

     

    Ans- When I'm creating Incident from IM I'm not getting any error.

     

    5) Have any customizations been done to the IM application or CAI (Command Automation Interface) workflow

     

    Ans - No

     

    Let me know if you need more information

     

    Thanks

    Pintu

     

  • 4. Re: Requester Console Issues !!
    Steve Wilson

    I'd run this by support and see if patch 7 or patch 8 addresses this.  I have seen other similar errors regarding reset of required field to NULL, but not regarding Work Info.

     

    Steve

  • 5. Re: Requester Console Issues !!
    Pintu Mallick

    Hi Steve,

     

    Thanks for your response. I am Installing Patch 007 and will let you know if that helps to resolve the issue.

     

    Regards,

    Pintu

  • 6. Re: Requester Console Issues !!
    Pintu Mallick

    Hi All,

     

    My Requester Console issues has been resolved. I Have installed Patches for ARS and ITSM Applications.

     

    ARS - Patch 9

    ITSM Patch 007

     

    Even After the patch I have to import 3 important filter manually

     

    HPD:HII:CreateIncident_010_SetINCNumber`!
    HPD:HII:CreateIncident_030_SetPRTY

     

    These filters are responsible for genarate INC number for request and set their priority.

     

    Thanks & Regards

    Pintu