Hello All,

I am happy to report that within 5 minutes of getting a new support tech
my issue is resolved!

And it is so simple as to make my blood boil further from the previous
help I received.

The answer?

Under Form->Current View->Properties->Advanced Results List

Change "No Selection" to "Select First, Fire Workflow". 

I don't know whether to be elated or tear out my hair or do the latter
in a joyous fashion. :)

-Paul



-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Gary Opela (Corporate)
Sent: Monday, June 02, 2008 1:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: Midtier Issues Turn Into Gross BMC Incompetence

I agree with Shawn, something deeper is amiss.
It sounds like a permissions issue -- where the user has permission to
the form, but none of the fields. Unfortunately for you, if this where
the issue, then you wouldn't have a results list with any data, or a
table with any data, so this obviously isn't the issue.

Good luck with the fix, and PLEASE let us know what the issue was (even
if it was something easy, then we all overlooked it).

Thanks,



Gary Opela, Jr., RSP

Remedy Engineer

Leader Communications, Inc.

http://www.5pointleader.com

http://www.lcibest.com

Best Product, Best People, Best PriceTM

An ISO 9001:2000 Certified, CMMI(r) Level 3 Rated Company


-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn
Sent: Monday, June 02, 2008 3:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: Midtier Issues Turn Into Gross BMC Incompetence

I hate those types of issues and wish you good luck.  That sounds like a
problem with the core functionality, and the BMC support rep should have
involved Engineering by now.

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Paul Blasquez
Sent: Monday, June 02, 2008 3:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: Midtier Issues Turn Into Gross BMC Incompetence

Thank you for the suggestions, unfortunately there is no smoking gun in
the logs.

It happens not only on a table drill down but also on a results list
drill down.  The only time it works as expected is when there is a
results list on top of the form, as in a standard search.  When you
highlight a ticket there, it populates the form underneath.  However, if
you double-click the same ticket from the same results list, the new
window fails to populate the data, and does not throw an error in either
the server or midtier logs.

BTW, I have finished importing my workflow and form back into
development from production and the issue still exists.  So, whatever
write operations he hoped would clear the issue obviously did not work,
as it has been blown away and restored and is still exhibiting the same
behavior.

-Paul

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn
Sent: Monday, June 02, 2008 1:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: Midtier Issues Turn Into Gross BMC Incompetence

I love a good rant against BMC Support as much as the next person, but
I'd like to see your problem resolved too.

Can you give us more information that might help determine what the
problem is?  To start, are you using the Drill Down on the Table Field,
or are you trying to open that record with an Active Link?  If it's via
an Active Link, can you send us more information on the Open Window
command?

If I was in your shoes, I would run Active Link logs and try to
reproduce it in both the User Tool and on the Mid Tier, then compare
those log files and see what's happening.  My guess would be that
something potentially happens in one of those few areas where there is a
difference in the two, such as how Display/Windows Loaded for the
Execute On are different, or perhaps the timing works differently and
some workflow that has a lower execution order takes longer and a later
one does it's action first, or something weird.  Still, it should be
something you can figure out by looking at the logs from both.

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Paul Blasquez
Sent: Monday, June 02, 2008 1:37 PM
To: arslist@ARSLIST.ORG
Subject: Midtier Issues Turn Into Gross BMC Incompetence

Hello,

I'm a little upset here, as I have received instructions from BMC, that
had I carried them out blindly on my production server, would have
completely wiped out any workflow and data I had not backed up, and with
no warning from BMC.  I would like to share these instructions here, and
get opinions as to whether I am totally misunderstanding the
instructions, or if I was given incomplete and dangerous instructions by
an incompetent BMC tech.

The problem was, originally, that when my form was called from the
midtier via a table or results list, the browser would display the form
as blank even though a specific request id was requested.  So, double
click the ticket, window opens, form is blank instead of filled in with
that ticket's contents. All workflow works fine in the user client.

So, after minor troubleshooting with BMC they finally request the .def
file, I send it.

They get back to me with the following instructions (object name
replaced by <FORM>):

1. Go to the Admin tool and open that form <FORM> and Save as that form
with the different name e.g. <FORM>-new
2. Rename original form <FORM> to <FORM>-old
3. Now rename <FORM>-new to <FORM>.
4. Delete the form <FORM>
5. Rename <FORM>-old to <FORM>
6. Verify all the Active Links/Filters point to <FORM>
7. Export the *.def file of <FORM>
8. Delete the form <FORM>
9. Create new form & name it <FORM>
10. Verify all the Active Links/Filter point to <FORM>


Now the issue with this, and thank goodness I did this on my development
server first, is that at step 8, YOU DESTROY ALL YOUR DATA AND WORKFLOW.

Making steps 9 and 10 irrelevant.

Even given the fact that I could have implied that at step 7 I should
have exported the entire workflow for that form, there is still no step
that says back up your data, and there are no steps explaining importing
back your workflow and data.

Please give me your points of view on this situation because I am trying
to not write a scathing email or make a hostile phone call right now.
____________
Paul Blasquez
Senior Network Engineer/Remedy Developer |
Desk - 408.360.5220 |
Cell - 408.627.5714

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