ITSM: RBE Work Log Addition not Working for Incident and Work Order

Knowledge Article

Article Number

000324350

Old Article Number

000121055

Article Type

Solutions to a Product Problem

Title

ITSM: RBE Work Log Addition not Working for Incident and Work Order

Summary

RBE Work Log addition not working for Incident and WO

Product

Remedy IT Service Management Suite

Component

BMC Remedy Service Desk

Applies to

ITSM 9.0, 8.1 SP2 RBE

Problem

RBE-Update Worklog entries via email Issue after installing SMART-IT(we have selected checkbox to truncate the leading Zero) is not working.

Cause

During installation of SmartIT, if you select the check box for the option to "Would you like to Remove Leading Zero's from ids created for Incident's Work Order's etc", this causes a problem with RBE:Rule for Email.

Solution

This knowledge article may contain information that does not apply to version 21.05 or later which runs in a container environment. Please refer to Article Number 000385088 for more information about troubleshooting BMC products in containers.

1. Filter "RBE:Message-EVAL-100" fires on RBE:Message and two of its Set Fields actions query a backend form called RBE:Configuration to obtain data related to the Request Prefix and Request Length. Out of the box, the values pertaining to Incident are:

Request Prefix: INC0
Request Length: 15

2. The above data is then used in Filter "RBE:Message_M510-GetRequestPrefixLength" to "strip" out the Incident ID number from the Subject Line and Plain Text Body. NOTE: This is where the breakdown occurs due to the suppressed leading zeroes. Since this can't locate a normal 15 digit Incident ID number in either place, it will set some display on fields as follows:

z1D_Int2 (304311330) = -1
z1D_Int1 (304311320) = -1

3. Since z1D_Int1 = -1, Filter "RBE:Message_M520-Subject-FindFormRequestID" will fail to pass its Run If qualification. Likewise, since z1D_Int2 = -1, Filter "RBE:Message_M530-Body-FindFormRequestID" will fail, too.

4. Since the above two Filters fail, the field Form Request ID will be NULL when the RBE:Transaction recorded is created. Because of this, a new HPD:WorkLog entry will not be created.
-> This is where the main problem lies. You have to figure out the RBE:Configuration data part. Even though, you can modify the values, what happens when the Incident number reaches 7 digits, 8 digits, etc, etc. This solution/workaround will not scale to work with increasing nubmer. You will probably need to keep going back to update the Request Length value.

Suppressing leading zeros is probably going to continue to be a problem with RBE with other use cases as well. This needs further investigating.

This is identified as a defect SW00489931, fixed in 9.1.

For WorkOrder RBE workinfo update issue please apply the following workaround(reported in 9104)

Open form RBE:Configuration for the record where 'Setting Name' = "Request Prefix" AND 'Setting Value' = "WO0". Change the 'Setting Value' to "WO"
From Application Administration Console > Foundation > Emailed Engine Rules > Configure Rules > Rule Configuration tab > Select WOrk Order and Add worklog >> Change Qualification to: ('Subject' LIKE "RE:%") AND ('Subject' LIKE "%WO%") >> then click Save
Import two filters attached, which replaces WORK in the subject with ###### and then the rule above will run then the ###### will be replaced back to Work.
Test incoming for WorkOrder work info update.

For INCIDENT workinfo update issue through RBE follow the same steps as mentioned above

Open form RBE:Configuration for the record where 'Setting Name' = "Request Prefix" AND 'Setting Value' = "INC0". Change the 'Setting Value' to "INC"

Attachment(s):

Work Order Workaround.zip