Hi Joe – This is that same request from before, - sigh. I’m attempting to notify the user via a popup that this particular incident that they have wandered into, is already currently open by someone else.
However – I am saving the $USER$ value in an Active Link on Window Open, and YES it Does have ‘smim0000’ in it, when I do a SEARCH Incident. I was expecting my user-id. Does seem odd… I reformatted my original email below – hopefully that better explains what I’m doing. Thank you!!! J *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Joe Martin D'Souza *Sent:* Wednesday, May 16, 2012 10:51 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: question on Incident Console Window Open vs. Search Incident Window Open ** $USER$ does not have strange values on any version of AR System that I have known – and I have been through quite a few versions.. It is the Remedy User Login Name used to login into the client. There is NO OTHER possible value it can assume. Values like ‘Remedy Application Service’, ‘AR_ESCALATOR’, are internal system users. that are used by the AR System to process certain internal things such as internal ITSM processes, or escalations.. What is it that you are really trying to search for? State your requirements in plain English instead of translating it to a technical requirement.. Joe *From:* smiley <nti...@umich.edu> *Sent:* Wednesday, May 16, 2012 10:17 AM *Newsgroups:* public.remedy.arsystem.general *To:* arslist@ARSLIST.ORG *Subject:* question on Incident Console Window Open vs. Search Incident Window Open ** hello all! I am having difficulty with a process I'm trying to add to the Incident page (HPD:Help Desk) when the Window has been Opened on an Incident. (Active Link on Window Open) Evidently, in ITSM (version 7.6.03, mid-tier, windows), if one Searches for an Incident and single or multiple incidents show up in the top, and one shows up in the actual form, it has a DIFFERENT $USER$ than if one were to simply 'View' an incident from the Incident Console. (smim0000) My purpose is to set a field value, from the $USER$ -- which I'm thinking should be a Person's user id -- whenever an Incident is displayed/opened in the HPD:Help Desk form/window. However, the $USER$ keyword value becomes this strange value of 'smim0000' when the person is using Search to display an incident. My process works just fine when the User Views an incident from the console. Also, I'm seeing some $USER$ values of 'Remedy Application Service' pop-up there too - and I don't know which process is putting that in there – via a Window Open. Is there another $USER$ value out there for me to capture in the case of Search Incident? Does anyone have any ideas on How HPD:Help Desk knows that this $USER$ is the real User and not the Search user when it saves any changes?? (I know it changes ‘smim0000’ to ‘myuserid’ when changes are saved.) I sure would appreciate any help on this. Thank you!!! _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
