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Absent Member.
Absent Member.
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Affected Item is not saved form SRC

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Hello everyone.

 

I have a question. It's normal that if I want to create a support case and choose an item from the catalog, the field affected.item is not saved for interaction record? It is saved when linker creates an incident.

 

This is happening to me in version 9.33 and 9.40 with demo records, only if the interaction is created from SRC, if created from service manager does not have the problem.

 

Thanks

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Absent Member.
Absent Member.

I found the solution in other post, i don't remember the link. I try the folowing:

 

Go to Service Catalog, Tailoring, Catalog ConnectorSearch and search "Open an Incident", in Expressions Tab replace the line "if (filename($L.file)="probsummary") then (affected.item in $L.file=jscall("svcCatInterface.getXMLFieldValue", interface.info in $L.item, "affected.item"))"  

for

 "if (filename($L.file)="probsummary") then ($L.affected.item=jscall("svcCatInterface.getXMLFieldValue", interface.info in $L.item, "affected.item");affected.item in $L.file=$L.affected.item;if (support.item in $L.item=true and null(affected.item in $L.info)) then (affected.item in $L.info=$L.affected.item;$L.success.flg=rtecall("trigger", $L.return.code, 0);$L.success.flg=rtecall("rupdate", $L.errcode, $L.info);$L.success.flg=rtecall("trigger", $L.return.code, 1)))"

 

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Absent Member.
Absent Member.

Little confused here, issue is with Catalog(item) or Incidents(support) tickets.

In SRC, for support tickets, it is working good to save affected item.

 

It is recommended to use the same version of sm app and src. if using SM app 9.33 then use SRC9.33.

If using SM9.40 the use SRC9.40.

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Absent Member.. Absent Member..
Absent Member..

I noticed the same issue when doing a 9.40 demo last week. 

 

With a support item (the service is specified in the catalog item defintion), after submit from the SRC the service was not populated in the Interaction. I haven't had a chance to look into it. 

 

The support catalog item code was updated in 9.34 to enable submission of support catalog items via the ESS client (previously you had to use the SRC for support catalog items). This may be related to those changs. 

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Absent Member.
Absent Member.

I found the solution in other post, i don't remember the link. I try the folowing:

 

Go to Service Catalog, Tailoring, Catalog ConnectorSearch and search "Open an Incident", in Expressions Tab replace the line "if (filename($L.file)="probsummary") then (affected.item in $L.file=jscall("svcCatInterface.getXMLFieldValue", interface.info in $L.item, "affected.item"))"  

for

 "if (filename($L.file)="probsummary") then ($L.affected.item=jscall("svcCatInterface.getXMLFieldValue", interface.info in $L.item, "affected.item");affected.item in $L.file=$L.affected.item;if (support.item in $L.item=true and null(affected.item in $L.info)) then (affected.item in $L.info=$L.affected.item;$L.success.flg=rtecall("trigger", $L.return.code, 0);$L.success.flg=rtecall("rupdate", $L.errcode, $L.info);$L.success.flg=rtecall("trigger", $L.return.code, 1)))"

 

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