5 Replies Latest reply on May 17, 2018 8:18 AM by Sharvan Singh

    SRID is not populated

    NameToUpdate NameToUpdate

      We have 3 customized filters written for CI notification on Incident form.

       

      1. On Incident submission - Submit action - Order 5

      2. On status changed - Modify action - Order 5

      3. On Incident Resolution - Modify action - Order 5

       

      Currently, all these 3 filters send out Incident number. We need to Replace INC Number with SRID in these Notification. We have done the changes and testing resulted that SRID is sending blank in Incident submission notification since INC is created first than SR.

        • 1. Re: SRID is not populated
          PAWAN KAUSHIK

          Hi Gayatri,

           

          I had done the similar customization where i need to send out the Request number instead of Incident number from a custom notification in Incident Module. As we know we have a Incident number and SRID for that incident over the HPD:Help Desk form.

          First let us know the following information:

           

          1. How you are sending these notifications from your filters with notify action ? or through SYS:notification Messages form like OOTB mechanism ?

          2. If you are directly sending out this notification from filter notification action then you have to check if in body $SRID$ field is mentioned or not.

          3. If it is there and still you are getting this blank in the notifications then check if Create a SR on incident Submit is enabled from the Incident rules setting. Because if this option is not enabled in your environment then you can not get the SRID for incidents because it is not creating an associated Request in back-end.

          4. try to Increase the order of these Filters to 900 or above.

          • 2. Re: SRID is not populated
            NameToUpdate NameToUpdate

            Hi Pawan,

            Below is the answer to your questions -

            1. How you are sending these notifications from your filters with notify action ? or through SYS:notification Messages form like OOTB mechanism ? //these filters pushed data to AR System Email Messages form.

            2. If you are directly sending out this notification from filter notification action then you have to check if in body $SRID$ field is mentioned or not. //yes it is mentioned

            3. If it is there and still you are getting this blank in the notifications then check if Create a SR on incident Submit is enabled from the Incident rules setting. Because if this option is not enabled in your environment then you can not get the SRID for incidents because it is not creating an associated Request in back-end. //yes, this option is enabled in Incident rule setting.

            4. try to Increase the order of these Filters to 900 or above. //Yes, we have checked this as well but no luck

             

             

             

             

            • 3. Re: SRID is not populated
              Sharvan Singh

              capture filter logs and check below

               

              1. when your filters are firing, SRID field have value at that time or is it null?

              2. If it has value then check are your filters passing that value?

              3 If SRID field dont have any value at that point of time then you have to tweak around your code to make sure your workflows fires after SRID field is set

              • 4. Re: SRID is not populated
                NameToUpdate NameToUpdate

                Hi  Shravan,

                 

                Yes, I have taken the filter logs and found that SRID is null at the time of execution of my filter. In further to this, would like to know OOTB filter name which creates SRID for Incidents.

                • 5. Re: SRID is not populated
                  Sharvan Singh

                  You may let experts know your system version and then they can suggest

                   

                  meanwhile you can enable server side filter logs and try to create an Incident. you will get details in your logs

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