Could there be a chance that somebody with admin access may have deleted the entry accidentally either directly through the interface or through some customized workflow? That is where I would look at for missing entries in a database. The other possibility would be if the database was restored at some point and there was a loss of some of the transactional data during restoration?
From: Action Request
System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Hi All & Happy Monday
Have a situation where the user sent an email from the Incident and a work log entry was not created. I was able to verify the AR System Email Message was created, sent and received. Haven’t had this issue reported once in over 4 years and could not replicate. Also could not find anything on the BMC KB on this. Has anyone run into this issue?
ARS 7.6.04 SP5
ITSM 7.6.04 SP2
Mark Brittain | Senior Systems Engineer | 315.634.9337
125 Elwood Davis Road | Syracuse NY 13212