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Activities saved in an incorrect entity

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We have a change (let's call it change A) with activities that don't correspond to this changes or their related entities.
We have two Incidentss that they are not related to this change (let's call the Incident X and Incident Y). Each incident have
one related Interaction, Interaction X and Interaction Y, respectively.

The Incident X was set to "Pending User" status on 29/09/2016 10:26:51.
At the same time, 29/09/2016 10:26:51 there is an  activity in the Change A with the text: "Related Incident IM00366983 has been passed to Pending User."
The Incident is not related to this change and never has been related.

The Interaction Y was rejected on 10/10/2016 15:25:41.
At the same time, 10/10/2016 15:25:41 there is an  activity in the Change A with the text: "Initial Interaction SD00650636 has been updated by Lind, Suzanne. solution rejected by user"
The Interaction is not related to this change and never has been related.
There is the same activity in Incident B. This is correct.

This situation is repeated with different tickets. We want to know why this activities are saved in an incorrect entity?


Our software versions are the following:

BACKEND CONFIGURATION
SM Server RTE version: 9.34.2003-P2.                               
SM Application version: 9.34.2003-P2.
Server OS version: OS version Windows Server 2008 R2 Standard SP1 Intel 2,90 GHZ with 4 CPUs. 8Gb RAM.                
Java version: 1.7.0_75 64-bit.           
Oracle database version:  11.2.0.3.15 in Case Insensitive Mode    


FRONTEND CONFIGURATION
OS version Windows Server 2008 R2 Standard SP1 Intel 2,90 GHZ with 4 CPUs. 8Gb RAM.
Tomcat 7.0.55
Apache 2.2
HP Service Manager Web-tier 9.34.2003-P2.
JRE 1.7.0_75 64-bit.

Thank you.

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Carlos_V_SM Acclaimed Contributor.
Acclaimed Contributor.

Re: Activities saved in an incorrect entity

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Hello Scuenca,

hope you are doing well.

According to this issue, I would suggest you to reach a ticket support since we don't know what the system is calling when the change is saved, that could be monitored by a trace file and continue testing. Too many question must be asked and for that reason I suggest a ticket.

Carlos Villalobos R
Customer Support Engineer
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Carlos_V_SM Acclaimed Contributor.
Acclaimed Contributor.

Re: Activities saved in an incorrect entity

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Hello Scuenca,

hope you are doing well.

According to this issue, I would suggest you to reach a ticket support since we don't know what the system is calling when the change is saved, that could be monitored by a trace file and continue testing. Too many question must be asked and for that reason I suggest a ticket.

Carlos Villalobos R
Customer Support Engineer
If you find that this or any other post resolves your issue, please be sure to mark it as an accepted solution.
If you are satisfied with anyone’s response please remember to give them a KUDOS by clicking on the STAR at the bottom left of the post and show your appreciation.
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