I'm seeing the following unexpected behavior on the integration between TSIM 10.7 and Remedy 9.1 based on BSR 3.5.1: sometimes the Incident Information event message is not updated from "Infrastructure Incident ..." to "Causal Incident ..." although in Remedy this incident "upgrade" is correcly applied and reported.
The msg field of the corresponding record in the HPD:IncidentOutboundEvent form contains "Causal Incident..." so the missing update of the $EV.msg of the Incident Information event is totally unexpected. This unexpected behavior is not seen everytime but it occurs only sometimes, in a quite unpredictable way.
BSR use case: "Level 3".
Has anyone else seen this issue before?
Remedy ITSM 9.1
OS: Windows Server
Thank you in advance for any help you can provide.