Hey Ray, Yep. That's the way we're doing it. We run individual reports for each of our interested groups right now and the data that we're collecting is just SQL counts of open tickets and "aged" tickets.
We're thinking about making it more dynamic so that there could be a flag for each Support Group that indicates whether or not they want the report and then have the escalation walk through the table of everyone that wants a report. The question of multiple records could be handled with a character field of length 0 that would be concatenated with the appropriate data from HPD:Helpdesk for every record. Then, when all of the data is collected, you would push it to your "Report Form" and the SUBMIT would fire the notification that you could format to your heart's content in the notification filter action. Hope that helps, Gp George Payne Assistant Director, User Services Information Technology Services University of Texas at Austin 512.232.7513 -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ray M Sent: Friday, May 25, 2007 9:34 AM To: arslist@ARSLIST.ORG Subject: Re: Doc on reporting George: I was thinking about the same thing. Need a little more clarification. So you have created a new form with standard fields + a character datatype. Every morning run a escalation, collect required information for all the open tickets from HPD:HelpDesk form and dump it into the character datatype in the new form. Build a filter that runs on the new form to send a notification for each submit. Is the above logic what you have implemented? One question I have is I want to create multiple records in the new form each time the escalation runs i.e one record for each customer. Something like group by on the customer field from HPD:HelpDesk. How would I do that? Thanks Ray -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Payne, George Sent: Friday, May 25, 2007 9:51 AM To: arslist@ARSLIST.ORG Subject: Re: Doc on reporting Ray and Carey, We handle this kind of request with a form in Remedy that includes the information that we want reported. Then, every morning around 2am an escalation fires that collects the data SUBMITS a new record to that form. Finally, a filter action on submissions to that form sends the formatted results of the data collection to the appropriate addresses. The side benefit is that we've got a daily log of the reported data that we can then run reports against if we need to! :) Gp George Payne Assistant Director, User Services Information Technology Services University of Texas at Austin 512.232.7513 -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Friday, May 25, 2007 6:46 AM To: arslist@ARSLIST.ORG Subject: Re: Doc on reporting Ray, At this time there is no "easy" way to schedule a report. You can do it. But you have to go a bit outside of the standard ARS to do it. ( I am not sure if the OOB applications offer any more advanced options in this area.) The basic idea of how it can be done.... You could use an Escalation (or any other time based triggering tool, like Cron, Scheduled Tasks, etc..) to run the command line tool "runmacro". ( You should find this program in the <ARS server install>/bin/runmacro directory.) This program will let you run a Remedy Macro from the command line and produce a local file on the file system. However it will not send it out in email. For that task you can either write a command line program to email the file directly, or you can build other workflow in ARS that will check the time stamp on the file and if it is "new enough" then pull the file into ARS (assuming the file is small enough for that to work) and send email from there. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap.... Pick two. On 5/25/07, Ray M <[EMAIL PROTECTED]> wrote: > ** > Hi: is there a documentation on reporting? I want to schedule report > creation of all open tickets with their corresponding worklogs and forward > them to an email address. > > Thanks > > Ray ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ________________________________________________________________________ ____ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
