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UPDATE email command not working

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Hamid Touhouche
Valued Contributor.

UPDATE email command not working

Hello,

I am using the email command for logging call into servicedesk 4.5 (SP15). The command "new" work perfectly well.
However when I am using the UPDATE email command I am getting the error The given ID not found: 200
(Call ID 200 is the call I Have initially created with NEW.)
I am not able to update any field in the created call
In the body text I am using simply
DESCRIPTION=NEW Description.

Can anybody help ang give me hints where I should concentrate my troubleshooting.

Thanks & regards

Hamid
lvcreate -D & lvcreate -i -I
10 REPLIES
Ruth Porter
Acclaimed Contributor.
Solution

Re: UPDATE email command not working

Hi Hamid,

See http://forums1.itrc.hp.com/service/forums/questionanswer.do?threadId=966030 where it says that this can happen if you do not have the SLM module

Hope this helps

Ruth
http://www.teamultra.net
Hamid Touhouche
Valued Contributor.

Re: UPDATE email command not working

Dear Ruth,
Thanks for your prompt reply and the link. But is there any official document from HP stating this limitation.

Regards

Hamid
lvcreate -D & lvcreate -i -I
Ruth Porter
Acclaimed Contributor.

Re: UPDATE email command not working

Hi Hamid,

I believe that this is actaully a bug and I think that it has been raised with HP but there would be no harm in you raising it with them as well.

Regards

Ruth
http://www.teamultra.net
Hamid Touhouche
Valued Contributor.

Re: UPDATE email command not working

Dear Ruth,

I will log a call with HP.
Just to add to this case, the "add history" and RE:RFI are also giving me the same error.That is ID not found. I think it is more than license issue.

Do you have any other clues ?

regards

hamid


lvcreate -D & lvcreate -i -I
Ruth Porter
Acclaimed Contributor.

Re: UPDATE email command not working

Hi Hamid,

AS far as know the bug is that any email command that uses the ID will fail, so only List and New will work I think

Hope this helps

Ruth

PS thanks in advance for any points you want to give
http://www.teamultra.net
jamxav
Respected Contributor.

Re: UPDATE email command not working

Hello Hamid,

I actually had the same issue in a customer. HP is telling me that that this problem pertains to service pack 15 and is not related to the lack of SLM licenses. They also have a hot fix to address it, but I didnt test it. They are including this HF in SP17.

Diego
George M. Meneg
Acclaimed Contributor.

Re: UPDATE email command not working

Hello Hamid,

Using service pack 16, view and update work fine.
menes fhtagn
HPRB
Micro Focus Expert

Re: UPDATE email command not working

Hello Hamid,

This is a defect in sp15 and can be seen in the SSO with defect number:ITSM008029.

Please open a case with HP support and you will get the hotfix for the issue.

RB
Daniils Kostorn
Contributor.

Re: UPDATE email command not working

Thanks for explanation about this problem.
But unfortunately i don't have valid HP support.
So can anyone be so kind to send hotfix to my e-mail: daniils.kostornijs@balta.lv

Thanks in advance!
HPRB
Micro Focus Expert

Re: UPDATE email command not working

The hotfixes are only for hp customers with valid support handle. You might want to contact HP to get the support handle.

RB