Finding an incident with the matching title not working in Service Manager

Finding an incident with the matching title not working in Service Manager

Dear Team ,

Finding an incident with the matching title not working in Service Manager . We had already raised a case with MF Team .But they told that Need to raise an ER request for resolution of our issue .

 

Best Regards,

JATIN MEHRA

9 Comments
Micro Focus Frequent Contributor
Micro Focus Frequent Contributor
Status changed to: New Idea

@Jatinmehra123456_ please provide us more details about the use case you want to achieve, thank you

Micro Focus Frequent Contributor
Micro Focus Frequent Contributor
Status changed to: Waiting for Votes
 
Frequent Contributor.. Jatinmehra123456_ Frequent Contributor..
Frequent Contributor..

Dear @Ming-Feng,

Greetings of the Day !!

Actually , whenever we create an incident and resolved and closed that incident. After that , we create one more Incident(Ticket) with similar Title(contains) of that previously closed incident, Than , Finding an incident with the matching title not working in Service Manager .

Please find the attached file steps in the below ftp url (zip file name :- incident_with_matching title_critical_issue)   for further clarity of issue in SM.

ftp://SC22a34c:ot%3DCN3mj@ftp-pro.houston.softwaregrp.com/

Best Regards,

JATIN MEHRA

Micro Focus Frequent Contributor
Micro Focus Frequent Contributor

@Jatinmehra123456_ I closed an incident with title like "my outlook is broken". And then create a new incident with the title like "my outlook",  do the solution matching (Find an incident with a matching title), it works - the closed incident was filtered and listed.

Is it the same scenario with yours? If yes, please try to do the "Regen IR" on "probsummary" (dbdict) and repeat your steps again.

If it still does not work after Regen IR, please submit a support ticket. 

Micro Focus Frequent Contributor
Micro Focus Frequent Contributor
Status changed to: Already Offered
 
Frequent Contributor.. Jatinmehra123456_ Frequent Contributor..
Frequent Contributor..

Dear @Yana_Ding  ,

Actually , After provided the steps by you , the Finding an incident with a matching title showing some Incidents with matching title but we want that all the incidents which contains similar title will show all the Incidents.

--Still Not Showing all the incidents with contains that title  . 

Best Regards,

JATIN MEHRA

 

Micro Focus Frequent Contributor
Micro Focus Frequent Contributor

@Jatinmehra123456_ 

Actually it uses "Start with" function to filter the matched incidents. For example, if you have 2 incidents, the title of record A is "printers do not work", record B is "you ordered 2 printers" . Then you create a new incident and input title as "printers", only record A will be searched out when using the solution matching.

Is it the same scenario you used?

Frequent Contributor.. Jatinmehra123456_ Frequent Contributor..
Frequent Contributor..

Dear @Yana_Ding ,

Actually , We want all the records which contains that title i.e; "Printers" while creating new incident to filter the matched incidents. Please check and provide the workaround for achieve this requirement asap.

Best Regards,

JATIN MEHRA

Micro Focus Frequent Contributor
Micro Focus Frequent Contributor
Status changed to: Waiting for Votes
 
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