1 Reply Latest reply: Jun 8, 2012 7:35 AM by Ashwanth Padmanaban RSS

Service Request ID is Null for the Incident created from Incident Interface Create form

Manu k

Hi All,

 

We have issue where Service request ID is not getting generated for any of the Incident which is generated from Incident Interface create form.

 

In all the Integration that we have with remedy for Ticket creation i.e (BPPM,AO etc) request id is null.

 

In Incident rule create service request for each incident is enabled.

 

We are using AR System 7.5 Patch 1 and ITSM is 7.6 Patch 04.

 

Thanks in Advance.

 

Mohit Kochar

  • 1. Service Request ID is Null for the Incident created from Incident Interface Create form
    Ashwanth Padmanaban

    so you are saying that when you create an incident from the HPD:HelpDesk the SR number is getting generated and when the incident is created from third party through interface_create it is just generating incident number but not SR?

     

    pls take the server side filter logs when you submit an incident from HPD:HelpDesk and also take the logs from the interface_create..

     

    if you first analyze there will be a Filter(INT:SRMHPD:INC:CreateRequest_610_Submit) written on the HPD:HelpDesk which pushes to SRM Interface Create to create a Service Request.... and check in the log which you have generated for the interface_create to the incident form...verify whether that filter which is pushing to Service Request module is firing or not if firing or you experiencing any errors in the log file down the process.....

     

    ('Flag_Create_Request' = "Yes") AND ('Created_From_flag' != "Request") AND ('AccessMode' != "Remote")

     

    make sure that the data which you are submitting in incident interface create is not have created from flag =Request....