This documentation supports the 9.1 version of Remedy Action Request System.

To view the latest version, select the version from the Product version menu.

Handling duplicate pending items

When the DSO server retrieves a list of pending items to process from the distributed pending queue, the list sometimes includes duplicate items (items that have the same request ID for the same form).

For example, suppose a filter containing a DSO action executes on both Submit and Modify operations. If the following sequence of events occurs, two pending items for the same Help Desk request are added to the distributed pending queue:

  1. A user submits a request through the "Help Desk" form.
  2. A Push Fields action transfers some data in the request to another form.
  3. The data transfer triggers a Modify operation on the Help Desk form.
  4. The Submit operation on the Help Desk form that began in step 1 is completed.

This example adds two pending items to the distributed pending queue (one in step 3 and one in step 4) for the same request in the Help Desk form.

In such situations, the DSO server performs the distributed operation specified in only the most recent duplicate item (in this example, the pending item created in step 4). For each of the other duplicate items, it adds the following entry to its log file and then deletes the item:

<DIST>    DUPLICATE FOUND: This will be deleted later on.

For information about DSO logging, see Configuring BMC Remedy Distributed Server Option logging.

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