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.
USE CASE 1:
Technical Details:
When an incident is submitted, Filter- ‘HPD:HII:CreateIncident_210_CreateWorkInfo’ pass its run If qualification ( see below) and creates dummy entry "“Work Info Notes” in the ‘Notes’ .
('z1D_Action' = "CREATE") AND ('Incident_Entry_ID' != ) AND (('z1D_WorklogDetails' != ) OR ('z1D_Details' != )) AND ('Created_From_flag' != "Request") AND ('z2AF_Act_Attachment_1' = )
The reported behavior has been identified as defect# SW00541623 and fixed in ITSM 1805 version.
Workaround:
Workaround is to remove the default value of the fields by following steps:
1) Create form overlay on "HPD:IncidentInterface_Create"
2) Create view overlay on all the existing views of the form
3) Create overlay on fields 'z1D_WorklogDetails' and 'z1D_Details'
4) Change the Overlay Type under "Others" box of the field properties to "Overwrite"
5) Remove the Default value of the fields under Attributes
6) Save the form.
USE CASE2: This is applicable beyond ITSM 18.05 till 20.02
1) Open "HPD:IncidentInterface_Create" form.
2) Create a new request
3) Populate the required fields
4) Enter the details in fields such as:
z1D_ActivityDate_tab
z1D_CommunicationSource
z1D_View_Access
z1D_Secure_Log
z1D_Details
z1D_Activity_Type
5) Save the record.
ACTUAL RESULTS:
The Work Info gets duplicated on the newly created incident
EXPECTED RESULTS:
The Work Info should not be duplicated
TECHNICAL DETAILS:
Apart from "HPD:HII:CreateIncident_210_CreateWorkInfo" , another OOTB workflow "HPD:INC:SaveWorkInfo_375_CallGuide" gets fired:
(('z1D_Summary' != $NULL$) OR ('z2AF_Act_Attachment_1' != $NULL$) OR ('z2AF_Act_Attachment_2' != $NULL$) OR ('z2AF_Act_Attachment_3' != $NULL$) OR ('z1D_CommunicationSource' != $NULL$) OR ('z1D_ActivityDate_tab' != $NULL$) OR ('z1D_Details' != $NULL$)) AND ('z1D_Activity_Type' != $NULL$) AND ('z1D Action' != "MODIFY") AND ($USER$ != "Distributed Server")
WORKAROUND:
To get rid of duplicated work info, open the filter:
1) Login to Developer Studio
2) Create the overlay of the filter "HPD:HII:CreateIncident_100`!"
3) Remove the following mappings from Push Fields:
z1D_ActivityDate_tab
z1D_CommunicationSource
z1D_View_Access
z1D_Secure_Log
z1D_Details
z1D_Activity_Type
4) Save the changes