Yes I was afraid of this, and was hoping there was some tricky detail I hadn't thought of that could make it possible without the escalation. This is definitely an issue I'm willing to spend the escalation resources on, just doing due diligence and all that.
Thank you for the input! -Paul -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing Sent: Wednesday, April 23, 2008 11:47 AM To: arslist@ARSLIST.ORG Subject: Re: Active Link After Submit Instead of Filter Unfortunately the AL's aren't firing, because it's not the user tool doing the insert. If you want them to fire as part of the submit, you need to deal with the timeouts, if you need the submit to happen without the possibility of the timeout, you need to have the sql lookup fire on some other trigger, the other trigger would be an escalation, performance wise it wouldn't be that bad, if you have too many records in that table you could always index the fields used for lookup on your escalation to mitigate. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Paul Blasquez Sent: Wednesday, April 23, 2008 12:32 PM To: arslist@ARSLIST.ORG Subject: Active Link After Submit Instead of Filter Hello, I have a custom 6.3 Remedy implementation which is used by our Netcool monitoring system to open tickets based on certain events. The netcool remedy gateway is used to push a few fields to Remedy and open a ticket, then the Request ID is passed back to netcool and used for future updates to the event. All of this works just fine. The issue I am seeing is that after Remedy receives the fields and the ticket is saving, I fire 2 filters to pull data out of an external database via a SQL call over a view in the local Oracle DB. This call can sometimes time out. When it does, this causes the netcool gateway to receive an ARERR 92 and a request ID is never created. I am trying to work around this by doing the filter actions with an active link that fires after submit. I have tried it with both set field alone and with a set field then a push field of matching IDs to the same request ID. Neither of these methods have worked. Although the ticket opens fine, the SQL results are not pushed to the fields. Once again, the priority is that netcool receives a request ID in an action that is separate from the SQL call. I realize that an 1-2 minute escalation could accomplish this but I don't like that from a performance standpoint. Any input is appreciated, thanks! ____________ Paul Blasquez Senior Network Engineer/Remedy Developer | Desk - 408.360.5220 | Cell - 408.627.5714 ________________________________________________________________________ ____ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
