We run Remedy as totally customized on Solaris and Oracle. For about the last
10 years, there is a filter associated with our Help Desk form that performs a
notify to our maintenance contract vendor, via email, to repair our faulty
equipment. In the text of the Notify action, I basically have 3 fields: 1)
$Requester Data$ - which is a concatenation of Name, Phone, Address, City, Zip,
etc. of the requester, 2) $Equipment Data$ - which is a concatenation of Asset
Tag, Serial Number, Description, Model, Purchase Date, etc. and 3) the Short
Description of the problem. The $Requester Data$ and $Equipment Data$ fields
are populated by an AL when the lookup occurs for the requester and for the
equipment.
Last month, we upgraded from 7.6.4 to 8.1.2. Even though $Requester Data$ and
$Equipment Data$ are listed in the text of the notify, they show up blank in
the email.
What the notify used to look like (and what it should be now):
John Smith
407-555-8776
9999 South Orange Blossom Trail
Orlando District Office & Work Center
Orlando -- 32809-7999
Asset Tag = 00096944
Serial = 1F4J3XX
PC Dell Notebook Quad Core 2.5 GHz
Model Number = HD7RD
Model Description = Latitude E6430
Purchase Date = 5/7/2013
Maint Code = C
Problem Description:
Dell Latitude E6430 00096944, bad Video Card, Dell Diagnostics reports
Error2000-0332, Validation: 75863
What it looks like now:
Problem Description:
Dell Latitude E6430 00096944, bad Video Card, Dell Diagnostics reports
Error2000-0332, Validation: 75863
In subsequent testing, I can create the same information if I list the fields
individually - with the exception of the Purchase Date. This field comes from
another field of the type Timestamp, where I have set the field as
DATE($Purchase Date) to strip off the time of day. It seems that concatenating
or running a Function to create a value in a field causes the Notify to ignore
that field when it generates the email message. Can anyone shed some light on
this issue?
Thanks,
Kelvin R. Wallace
Data Processing Manager
Office of Agriculture Technology Services
Florida Department of Agriculture and Consumer Services
(850) 245-1067 - Office
(850) 245-1075 - Fax
kelvin.wall...@freshfromflorida.com<mailto:kelvin.wall...@freshfromflorida.com>
The Mayo Building
407 South Calhoun Street
Room B-11, Mail Stop M-3
Tallahassee FL 32399-0800
www.FreshFromFlorida.com<http://www.freshfromflorida.com/>
Please note that Florida has a broad public records law (Chapter 119, Florida
Statutes). Most written communications to or from state employees are public
records obtainable by the public upon request. E-mails sent to me at this
e-mail address may be considered public and will only be withheld from
disclosure if deemed confidential pursuant to the laws of the State of Florida.
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