John, I believe there is an AR User Search Preference form. I don't remember the exact name, but it's something along those lines. Perhaps check that form to see if the user has any records for the login id that has a problem.
Janie On Fri, Feb 14, 2014 at 6:37 AM, Reiser, John J <john.j.rei...@lmco.com>wrote: > ** > > Dale and LJ, > > Yes I'm using the preference server. > > I changed all of the non-functioning user's data to match that of one who > works. > > I also created a brand new user record after changing the login name of > the original. > > I'll try removing the user's preference record altogether. > > I'm also going to try to catch the session in the API log to see what is > happening in the two cases. > > > > Thank you, > > --- > John J. Reiser > Remedy Developer/Administrator > > Senior Software Development Analyst > Lockheed Martin - MS2 > The star that burns twice as bright burns half as long. > Pay close attention and be illuminated by its brilliance. - paraphrased by > me > > > > *From:* Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] *On Behalf Of *Dale Jones > *Sent:* Wednesday, February 12, 2014 6:22 PM > *To:* arslist@ARSLIST.ORG > *Subject:* EXTERNAL: Re: User not getting window open in Create more > (ARUser 7.6.03) > > > > ** > > Look in the "AR System User Preference" form > Search for the Users Record > Clear it or make it the same as a working user. > > > > Dale Jones > > DCS > > Raleigh, NC > > 919-523-6034 > ------------------------------ > > *From:* Action Request System discussion list(ARSList) [ > arslist@ARSLIST.ORG] on behalf of Reiser, John J [john.j.rei...@lmco.com] > *Sent:* Wednesday, February 12, 2014 5:18 PM > *To:* arslist@ARSLIST.ORG > *Subject:* User not getting window open in Create more (ARUser 7.6.03) > > ** > > ARS Server 7.6.04 SP5 > > ARUser 7.6.03 > > > > I have three Helpdesk operators taking customer tickets on our home built > helpdesk. > > They run aruser on their windows 7 PC and then there is a third party > utility connected to the phone system that accesses the aruser.exe process > and forces open the appropriate form based on the Helpdesk number that was > called. This 3rd party utility is a blackbox to me and since I can't > prove that it is the culprit I can't force them to call in the vendor for > troubleshooting. > > > > The scenario goes like this: > > A customer calls on Line 1 the utility opens Form 1 in aruser.exe . > > Line 2 opens form 2 and so on. > > All forms are supposed to open in Create (green screen) mode. > > After the request is submitted I close the form with an AL to prevent > window bloat because the 3rd party can't reuse an open window. > > So for one of the operators the process opens in create mode the first > time the aruser.exe is run. All subsequent interaction with the 3rd party > utility opens the correct form but in Search mode. > > > > It's not machine specific. It happens on any machine that the Operator > use. And when I had the Operator use a dummy account with the same > permissions the system worked first time and every time after that. > > > > So we have confined the issue to the Operators account. I saved the > account to another name and created a new user record with the original > name from the Active Directory. She still gets the bad functionality, works > the first time but not subsequent times. > > > > Active Link logs on the operator's account only shows what happens after > the utility runs. > > > > Would the arreload command reset the User-cache and maybe clear her > problem. > > > > Thank you, > > --- > John J. Reiser > Remedy Developer/Administrator > > Senior Software Development Analyst > Lockheed Martin - MS2 > The star that burns twice as bright burns half as long. > Pay close attention and be illuminated by its brilliance. - paraphrased by > me > > > > > > > > _ARSlist: "Where the Answers Are" and have been for 20 years_ > > _ARSlist: "Where the Answers Are" and have been for 20 years_ > _ARSlist: "Where the Answers Are" and have been for 20 years_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
