To set the default view you should be able to use: PERFORM-ACTION-SET-PREFERENCE 20117 "<value>" 20117 = Default Form View
________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jason Miller Sent: Tuesday, October 14, 2008 2:19 PM To: arslist@ARSLIST.ORG Subject: Re: Results List Drill Down ** The UT is using the the view that is set in Tools > Options > Advanced > Default Form View. I remember seeing some Run Macro active links that changed the view when you opened different consoles (Management, Asset Management, etc) in previous versions of ITSM. These may have been a customization where I was working but I seem to remember the OOTB ITSM 6 asset management console setting the Manager view when you opened it. You could create an AL that does a Run Macro to set the view. WARNING: there has been talk for years that macros are going away and they also do not work in Mid-Tier. I thought there was a Run Process for setting the view but I can't seem to find it in the documentation. Below is the contents of a macro named SetView-Support.arq: Set View - Support Default-View:Support end Here is one named SetView-Prompt.arq that prompts the user for the view to set (probably won't work in an AL but works great when called manually from the macro bar): Set View - Prompt Default-View:$Enter View Name$ end NOTE: I think you need a hard return after line three so there are actually 4 lines in these files. I have a few of these macros for quickly switching from the Support view to the Administrator view when troubleshooting issues. For example if I am looking at a HD ticket in Support view and I want to see all of the fields, I pick the Set View - Admin macro from the macro bar and double click the record in the Results List just like you are describing and it opens in the Administrator view. Another solution that I have used in the past is to capture the "submitting view" in a field at submit time and using the value of that field in Open Windows active links to open the record in the view it was submitted in (we were using CHG:Change for different processes with different views). It is however very tricky to get this to work smoothly with double clicking on the Results List as you are looking to do, I have yet to completely master it in a clean manner. Let me know if you getting it working well :-) One last thing that I have not tried is using Run Process in AL's to set the view in the user's preference record (PERFORM-ACTION-SET-PREFERENCE) and then another Run Process to get the updated preference (PERFORM-ACTION-GET-PREFERENCE). Maybe a PERFORM-ACTION-REFRESH-PREFERENCE somewhere in the mix would help? Hopefully this gives you some ideas. Jason On Tue, Oct 14, 2008 at 11:28 AM, Mac Rhoades <[EMAIL PROTECTED]> wrote: ** Fred, I have already tried that but it did not work, although that sounds like it should. Thanks anyway. Mac Rhoades Sr. Remedy Developer IT Application Development DataPath, Inc. 678-252-4364 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W Sent: Tuesday, October 14, 2008 2:16 PM To: arslist@ARSLIST.ORG Subject: Re: Results List Drill Down ** What about changing the default view for the form? It sounds like double clicking the row in the Results list is opening the Default view of the form. In the Admin tool do: Form -> Manage Views and change which view is the default. Fred ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mac Rhoades Sent: Tuesday, October 14, 2008 12:32 PM To: arslist@ARSLIST.ORG Subject: Re: Results List Drill Down Thanks again Rick. I have tried that and nothing that I can identify is being shown in the logs either on the Server or on my User Tool logging. Do you have access to a ARS 6.3/HelpDesk 6.0 environment, preferably Out of the Box? If so, when you select the Search button on the HelpDesk screen, you should get a list of tickets at the top(or wherever configured) of the screen. If you point the mouse at one of the tickets and click once, the data in the bottom of the screen will be updated. That is the way I have tried to train the customers. One customer though insists on double-clicking the mouse on a line in the list and then a different view of the HelpDesk comes up. It's like when you go to the doctor and tell him that it hurts when you do that, the doctor says, don't do that. Mac Rhoades From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Tuesday, October 14, 2008 12:11 PM To: arslist@ARSLIST.ORG Subject: Re: Results List Drill Down If you turn on your Active Link and SQL logs while opening the record, it should tell you what's being done to what. At least then you'd know what you're trying to find. Rick ________________________________ On Tue, Oct 14, 2008 at 9:00 AM, Mac Rhoades <[EMAIL PROTECTED]> wrote: Rick, Thanks for your response. I don't believe that it is a Table field. The field is supposedly a Results List field (although not one created by me or the people before me) that appears at the top of the screen (again, in my site because you can have it at the bottom or side by side with the data). It is the one that is controlled (what fields are viewed) in the Form Properties/Results List Fields. In the View Properties section of the Admin Tool, you can change the Results List Color and can change the Initial Row Selection and select Data Chunking. I already know that in 6.3, you cannot have results list fields which are specific to a view. They are for the entire form, no matter how many views you have. I found that when you create a Results List Field, it assigns a field ID of 1020 and I cannot find that field ID in any view. I realize Mahesh's advice would work on a table field but I don't believe this is a table field and if it is, it is hidden well. Mac Rhoades Sr. Remedy Developer IT Application Development DataPath, Inc. 678-252-4364 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Tuesday, October 14, 2008 11:22 AM To: arslist@ARSLIST.ORG Subject: Re: Results List Drill Down Is it possible that it isn't a table field, but a Results List field? I seriously doubt it, but that's a possibility. A slightly greater possibility is that the field isn't on the views you're looking at. A much better possibility is that the table is hidden behind other table fields - that's how HD 6 changed their view on the Support Console. Once you find it, Mahesh's advice for a workaround is sound. Rick ________________________________ On Tue, Oct 14, 2008 at 7:51 AM, Mac Rhoades <[EMAIL PROTECTED]> wrote: Mahesh, Ferdinand, Thanks for replying but the Default View that is currently set up is the Requester view. The view that is displaying when the line is double-clicked in the Results List is the Support view which is the original full view of HelpDesk 6.0 (although it has been customized at my location for the IT group). The Support view IS set up as the Master. Would that have anything to do with it? I cannot glean that out of the documentation because it says that you normally need a Master and/or a Default view or the system will select one for you. Also, I cannot find this Results List as a table field in any HelpDesk view so I cannot go into the properties to disable the Drill Down option. If it is there somewhere it is well hidden. It comes up at the top (in our views) when I select the Search button. Mac Rhoades From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mahesh Chandra Sent: Tuesday, October 14, 2008 10:10 AM To: arslist@ARSLIST.ORG Subject: Re: Results List Drill Down ** My 2 cents 1. Open the Form in the admin tool, click Form - Manage Views and you will see a Default View specified. 2. Disable the Drill Down option on the Table field and have an AL fire on Return/Table Double click with an Open Window Action and the view specified. If you want to open the default view, blank out the view. Remedy will always open the default view if none is specified. Thanks Mahesh ________________________________ On Tue, Oct 14, 2008 at 8:38 AM, Mac Rhoades <[EMAIL PROTECTED]> wrote: I work in an environment with ARS 6.3 and HelpDesk 6.0. The HelpDesk has been heavily customized with multiple views for different groups in the company. I have seen this before but it has never been an issue until now. When doing a search in HelpDesk, the Results list comes up depending on the criteria of the search. When you select a line in the list with a single click, the resulting HelpDesk ticket is displayed using the correct view, again depending on what group the customer belongs to. That is all well and good. The problem that I have is that if you double-click on a line in the Results list, the original view (in this case, the IT HelpDesk view) comes up and not the view that the customer should see. I have looked in the documentation and can find nothing. Where in the Admin tool or workflow can I make a change so that I consistently get the correct view or can anything be done at all? Thanks, Mac Rhoades __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ Disclaimer for DataPath This electronic message, together with any attachments, is intended exclusively for the individual or entity to which it is addressed. This communication may contain information that is privileged or confidential and is the intellectual property of the sender. If you are not the named addressee, you are expressly prohibited from reading, printing, retaining, copying, distributing or disseminating this message or any part of it or any attachments or any information contained therein. Doing so may be actionable under state or federal laws. 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