Prod ARS 7.0.1 p006 cannot consume a webservice
hi all, we are having a critical Production issue regarding Remedy consuming a webservice and was hoping someone here can help us. we are using ARS 7.0.1 p006 MT 7.0.1 p006 AR Admin 7.0.1 p006 we have a filter that we created in a Dev server sometime ago that consumes an external webservice. this works just fine and now we are ready to move this filter to Production. we did and lo and behold, the filter does not work. no problems with permission, proxy settings and all, but we keep getting issues: 1) takes too long for the call to respond when the filter is fired. 2) when it does respond, we get either: a) timeout error on the database (the database takes too long to respond) b) "ARERR [9130] An exception occurred from the WebService class : Unknown Error" as a test, I created a filter that calls to a public webservice found in the BMC Developer Network http://ws.cdyne.com/ip2geo/ip2geo.asmx?wsdl and mapped the input and output fields to our test form in production. then I created a record on the form that fires a filter calling that webservice. I tested this same script in our devel server and I can consume that same webservice just fine. but errors out in production. our filter log shows this: > Checking IP2Geo (500) >--> Passed -- perform actions > 0: Set Fields <-- this is where the web service is called */Stop filter processing > An exception occurred from the WebService class > Unknown Error > Error while performing filter action we did a arplugin log compare at both times and here's what we saw: we noticed that on our Dev, the line: URL Auth User = null URL Auth Password = is not getting called (does not appear in the log), while in Prod this appears in the log. another significant difference is that when the web service is called, the logs show: DEV – it used ROOT as the element soapInputDocument = http://www.w3.org/2001/XMLSchema"; xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance";> 206.190.60.37 while in: PROD – there is an appended text “ns0:” before ROOT soapInputDocument = http://ws.cdyne.com/IP2Geo"; xmlns:xsd="http://www.w3.org/ 2001/XMLSchema" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance";> 149.122.21.107 can this difference be the root cause on why the exact same filter calling the same webservice on different servers (with the same ARS version, patch, OS, DB, Mid-Tier) is giving us different results on our Production server compared to our Devel server? does anyone have any idea on what could be causing this on our Production server? any help is greatly appreciated!!! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
Remedy 7.x + Microsoft TFS
hi folks, just wondering if anyone here has ever implemented integration with Remedy 7.x (Incident Management) and Microsoft Team Foundation Server (TFS.) we are working on integrating both (using Remedy webservices) and would like to know how others have implemented/are implementing it. thanks in advance! -- http://itiljobs.co.cc - free ITIL jobs listing website! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
Updating Service Request Status from Pending to Assigned/In Progress when Client replies
hi folks, another important function that needs to work for us is that when a Client adds a Work Info to a Pending / Client Action Required Incident (in the Service Request/Requester Console), we need to be able to update the Status from Pending / Client Action Required to the last active Status of the Incident (either Assigned or In Progress). this is for Clients to know what Incidents they have already replied on, and for them to not keep checking an Incident they have already responded/replied on. we implemented a workaround on the Incident form that when a new Work Log has been added to a Pending Incident, it will update the Incident Status from Pending to Assigned. however, this does not update the Status on the Service Request form and the Status still remains Pending. does anyone have any clue how this could be implemented? thanks in advance! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
Incident Work Info submitter is always "Remedy Application Service" if sent from Requester Console
hi folks, i need your input. it's very important for our support people to know who from our clients submitted a work info for an Incident that is being worked on. it seems that when Work Info are added by clients using the "Requester Console", when it gets to the Incident form, the Submitter of the work log now becomes "Remedy Application Service" which does not make any sense to us. does anyone know any way to be able to keep/show the original Submitter of the Work Info in the Incident form even if the Work Info was submitted from the Requester Console? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
OT: free jobs listing site for ITIL professionals
just helping a friend put the word out about their new free service for ITIL peeps... Hello Folks, We'd like to let everyone know of the new free service we are offering for all the ITIL professionals / recruiters out there. Post your job ads for free, no registrations, no strings attached! All for free in the service of this community. http://itiljobs.co.cc - your fuss-free ITIL jobs listing website! Do tell your friends about us. Thanks and happy Friday! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
Controlling Incident Status and Assignee via WS - possible?
hi all, can anyone tell me, is it possible to control the Incident Status and Incident Assignee fields via web services? if it is, how big of a task do you think this will be and what is the level of difficulty? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
HPD:WorkLog attachment incorrect file count
Hi, We have an external active link that is inserting Work Log info to the HPD:WorkLog and I noticed that the File column in the Attachment field is not counting the correct number of attachments that our active link was inserting. Is there a configuration or active link that counts the Files (number of Attachments) when attachments are inserted on HPD:WorkLog? If so, how do we tell this config the correct number of attachments that have been inserted? TIA. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Attachment $NULL$ vs Empty
BUMP! Anyone has any input? TIA. Elinore On Aug 8, 4:30 pm, Elinore AR <[EMAIL PROTECTED]> wrote: > hi all, i am having an issue with attachments. in the HPD:WorkLog form > there is a field called Files where the number ofattachmentis > counted for that particular worklog. i am getting a count of 3 > (instead of the actual number of attachments that are in that worklog) > every time my filter (from another form) runs to push attachments to > the HPD:WorkLog form. my filter simply pushes my "$Attachmentx > $" (from a temp form) to the field "z2AF Work Log0x. (in HPD:WorkLog)" > is there a way to set the push statement to test the field first (for ! > = $NULL$ and != " ") before actually pushing it? i thought of > individually pushing each of the attachments one by one (first push > will create the worklog, the remaining 3 push actions to push the != > $NULL$ and != " " attachments) but i couldn't use the function $LASTID > $ (to retrieve the last inserted Request ID and use it to insert > theattachmentto it) since it retrieves a system Request ID with prefix > on it (WLG..) > > does someone have any better idea? > > TIA. > > Elinore > > ___ > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org > Platinum Sponsor:www.rmsportal.comARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Attachment $NULL$ vs Empty
hi all, i am having an issue with attachments. in the HPD:WorkLog form there is a field called Files where the number of attachment is counted for that particular worklog. i am getting a count of 3 (instead of the actual number of attachments that are in that worklog) every time my filter (from another form) runs to push attachments to the HPD:WorkLog form. my filter simply pushes my "$Attachment x $" (from a temp form) to the field "z2AF Work Log0x. (in HPD:WorkLog)" is there a way to set the push statement to test the field first (for ! = $NULL$ and != " ") before actually pushing it? i thought of individually pushing each of the attachments one by one (first push will create the worklog, the remaining 3 push actions to push the != $NULL$ and != " " attachments) but i couldn't use the function $LASTID $ (to retrieve the last inserted Request ID and use it to insert the attachment to it) since it retrieves a system Request ID with prefix on it (WLG..) does someone have any better idea? TIA. Elinore ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
differences of Impact, Urgency and Priority in Incident Form
Hi all, I know this is a silly question but can someone clearly define the differences between Impact, Urgency and Priority in Incident Form and how do you actually use them? (i.e. can there an Incident with Urgency = Critical but have Priority = Low?) TIA. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
how to execute Direct SQL command to update/modify Assignee Group
hi all, can anyone show me how to execute Direct SQL command on filters to update/modify Assignee Group? a ticket was accidentally logged with some highly confidential information but we don't want to delete the ticket, just limit the access to the ticket to no one but our Remedy Administrators (for audit purposes). i created a filter that updates the Assignee Group to 1 but it doesn't look like it's working :( does anyone have any workaround to accomplish this? thanks in advance for your help!!! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
MAPILogonEx Failed - Unable to login to MAPI (365,868 records on AR System Email Error Logs)
hi all, can someone help us? we don't know what is causing the humongous error email log that is being dumped to/by our server. i'm definitely positive we did not attempt sending any emails this many since we are only on devel right now. i checked and half (182,934!) of the record says this: Message Type*: SEVERE Message Number*: 0 Generated By*: Mail Box Message Test: MAPILogonEx Failed - Unable to login to MAPI javax.mail.MessagingException: MAPILogonEx Failed - Unable to login to MAPI at com.remedy.mail.mapi.MAPINative.getStore(Native Method) at com.remedy.mail.mapi.MAPIStore.connect(MAPIStore.java:145) at com.remedy.mail.mapi.MAPIStore.connect(MAPIStore.java:165) at com.remedy.arsys.emaildaemon.ReceiverModule.initializeIncommingMailbox(ReceiverModule.java: 1805) at com.remedy.arsys.emaildaemon.ReceiverModule.doWork(ReceiverModule.java: 206) at com.remedy.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:268) at java.lang.Thread.run(Unknown Source) and the other half is: Message Type*: INFO Message Number*: 29 Generated By*: AR System Email Daemon Message Test: Incoming message queue size: 0 has anyone ever encountered this error before? have we missed on an important configuration or something? we'd appreciate any help! thanks in advance. ~ elinore ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
check field for null
hi all, i am working on a customization in change management form. i added a new tab on CHG and added fields on the tab. what i want to do is display the tab only when any of the fields inside of the tab has value. is there a way to test the database field value if empty or not and execute an On Display action that changes the tab to show/hide? i couldn't make it to work on Active Link since it only reads the TR value of the field and not the DB. but if i use Filter, i can test the DB value of the field, but then i cannot execute an On Display action. any thoughts? TIA. elinore ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Forcing Proxy Server Cache to refresh whenever they hit Mid-Tier
Hi all, I just want to throw this question out to everyone. We recently reinstalled our Mid-Tier 6.3 and some people are able to access the web URL and perform tasks on the Incident form but others are getting the errors we were having prior to the re-install. For some other clients, merely flushing their browser cache solved the problem but majority of our clients appear to be proxy server caching and keeps receiving the errors. To those who were having problems, the issue was solved by them having to refresh their proxy server cache (after flushing their browser cache did not work for them.) But then we are managing about 2500+ client users and we can't keep calling everyone and telling them they need to refresh their proxy server cache if flushing browser cache doesn't work for their problem to go away. So I was wondering if there is any way from the Mid-Tier to force the proxy server cache (whatever proxy cache system they have) to refresh either every time it gets hit / one time during their first access of the day / refresh when there is change in the file's last modified date or something along those lines. Is there any provision either in the Mid-Tier config files or from the Remedy Configuration Tool or a code that you add on the Mid-Tier files that would signal the proxy server to refresh the Mid-Tier files that have been cached without having to do the refresh/clear from the client's proxy server cache? Any input would really help. TIA. Elinore ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: URGENT: Need help on "Error loading preference from server"
Hi, > 1. Are you using a Preference Server? And if so, is it a different server > than the AR Server that you are logging into? The preference server is the same as the AR Server we are logging in to > 2.Have there been any other modification to your environment since > truncating the data? We did not know of any modification to environment since the data was truncated. The DB was restarted, then the App then the Mid-Tier. But no other changes other than that CC > 3. Did you discover the Mid-Tier problem immediately after truncating the > data? Truncating ended at around Feb 17, 4PM CST, users started experiencing the problem at Feb 18, 9:20AM CST > 4. Do ALL of your Mid-Tier users get this error? So far, all the users we tried logging in on the Mid-Tier is getting this error. However, this does not occur on the Client Tool. > Any additional details you may be able to provide would be helpful. I was wondering if there is anyone out there on ARS 5.01.01 (patch 1232) that can send us a def file of their Remedy User Preference form? The fields look like they have been removed but I do not have any comparison (bad practice, we only have 1 environment both for our Dev and Prod) Many thanks in advance! Elinore ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
URGENT: Need help on "Error loading preference from server"
hi folks! we recently truncated several tables in Remedy per this thread: http://groups.google.com/group/arslist/browse_thread/thread/e255cd2c6073565f/d2150274c3ce63b2?lnk=gst&q=truncate+Elinore#d2150274c3ce63b2 everything seemed to work fine except that we started having problems with the mid-tier users. we are on ARS 5.1 and MT 6.03.00 can anyone help us out to solve our problem? it seems to be working fine on the Client Tool, but the Mid-Tier is having all these problems. Thanks in advance! Elinore (sample log of the error below) Feb 18, 2008 8:51:39 PM - WARNING (com.remedy.midtier.SESSION) : (Thread 365) Error loading preference from server navmmrd001 for the user monuserARERR [314] Field does not exist on current form : 24009 ARERR [314] Field does not exist on current form : 24008 ARERR [314] Field does not exist on current form : 24007 ARERR [314] Field does not exist on current form : 20130 at com.remedy.arsys.goat.preferences.ARUserPreferences.clearAndLoadDefaultFields(Unknown Source) at com.remedy.arsys.goat.preferences.ARUserPreferences.loadFromServer(Unknown Source) at com.remedy.arsys.goat.preferences.ARUserPreferences.addConfiguredPreferences(Unknown Source) at com.remedy.arsys.goat.preferences.ARUserPreferences.(Unknown Source) at com.remedy.arsys.goat.preferences.ARUserPreferences.getUserPreferences(Unknown Source) at com.remedy.arsys.stubs.SessionData.(Unknown Source) at com.remedy.arsys.stubs.SessionData.(Unknown Source) at com.remedy.arsys.session.Login.initSession(Unknown Source) at com.remedy.arsys.session.Login.establishSession(Unknown Source) at com.remedy.arsys.session.Login.establishSession(Unknown Source) at com.remedy.arsys.stubs.ViewFormServlet.doRequest(Unknown Source) at com.remedy.arsys.stubs.GoatHttpServlet.postInternal(Unknown Source) at com.remedy.arsys.stubs.GoatHttpServlet.doGet(Unknown Source) at javax.servlet.http.HttpServlet.service(HttpServlet.java:743) at javax.servlet.http.HttpServlet.service(HttpServlet.java:856) at com.newatlanta.servletexec.SERequestDispatcher.forwardServlet(SERequestDispatcher.java: 638) at com.newatlanta.servletexec.SERequestDispatcher.forward(SERequestDispatcher.java: 236) at com.newatlanta.servletexec.SERequestDispatcher.internalForward(SERequestDispatcher.java: 283) at com.newatlanta.servletexec.ApplicationInfo.processApplRequest(ApplicationInfo.java: 1827) at com.newatlanta.servletexec.ServerHostInfo.processApplRequest(ServerHostInfo.java: 919) at com.newatlanta.servletexec.ServletExec.ProcessRequest(ServletExec.java: 1091) at com.newatlanta.servletexec.ServletExec.ProcessRequest(ServletExec.java: 1002) Caused by: MessageType: 2 MessageNum: 314 MessageText: Field does not exist on current form AppendedText: 24009 MessageType: 2 MessageNum: 314 MessageText: Field does not exist on current form AppendedText: 24008 MessageType: 2 MessageNum: 314 MessageText: Field does not exist on current form AppendedText: 24007 MessageType: 2 MessageNum: 314 MessageText: Field does not exist on current form AppendedText: 20130 at com.remedy.arsys.api.Proxy.ARGetListEntryWithFields(Native Method) at com.remedy.arsys.api.EntryFactory.findObjects(EntryFactory.java: 199) ... 22 more ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Syntax for Checking Password in Remedy 5.1
Hi all, Can anyone tell me the exact syntax for checking password in Remedy 5.1? For Remedy 6.x-7.x, this works fine: $PROCESS$ @@:Application-Confirm-Password But for Remedy 5.x, this doesn't work. I read from the docs that the workaround is to use the command: Application-Confirm-Password $PROCESS$ This doesn't make sense? Isn't that what I just used? I noticed that the error ARERR 4549 appears even before the workflow get fired. The solution I was thinking was to suppress the error, test if the error appeared (is there such function?) and use this for a Run- If condition. But I don't know how to do this. Does anyone have any recommendation? Like mentioned, I am on Remedy 5.1 Thanks in advance! Elinore ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
List of Remedy tables to truncate?
Hi All, We are doing some major clean-up on our old server (ARS 5.1) to unclog our db and was looking into truncating records from the following tables (that we have never used as reference for anything as far as I know) - Alert Events - AR System Email Messages - AR System Email Error Logs - AR System Email Attachments Any suggestions? Objections? Hesitations? Tips on how to not crash the server while attempting to do this? Thanks in advance! Elinore ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Closing Incident from Requester Console
Hi Lisa, Thanks for your insight. The reason for wanting a quick close button on the Requester Console is that, on our end (operating company), we can only take the incident up to "complete/resolved" status. All of our clients who logs their support issues on the console are the only ones who can sign-off or "close" the issue once they feel that the resolution we provided was acceptable. Otherwise they can re-open the issue or cancel it (these 2 options already exist, just not the "close" option.) Since they are clients, they will not have any access to the Incident Management console and it would be counter-productive for us if the client would keep calling us/sending us email requesting to close the incident instead of just giving them the ability to do so. Elinore On Jan 22, 10:43 pm, Lisa Westerfield <[EMAIL PROTECTED]> wrote: > Elinore, > > My initial curiosity makes me ask: > - what audience do you want to quickly close incidents from here? > - why do you want them to have a quick link vs opening the incident and > providing information before closing? Considering that your support groups > are already working on them. > > Besides that... The purpose of the Requester Console is to provide a portal > for guests, or essentially any person with less than basic Remedy access > needs, so they may make requests for work. The other consoles are more > intended to interract with requests by providing many more options. > > In addition, the Requester Console actually displays 'request' records which > are related to incidents under the covers. Those records are only related to > other incidents or changes if there is a record number in the first column, > otherwise it's still a request record with errors. > > From my experience, I wouldn't expect that a quick close option would be as > common from a console as the user should have to provide more information for > resolving or closing, which would require an additional window pop or to open > the record entirely. As I said, "I wouldn't expect it", because I've never > experienced a situation where requesters could influence a record once level > 2 has begun work on it, without more information. But then again, someone out > there could be working differently. > > Hope that is somewhat helpful. > -Lisa > > - Original Message - > From: Action Request System discussion list(ARSList) <[EMAIL PROTECTED]> > To: [EMAIL PROTECTED] <[EMAIL PROTECTED]> > Sent: Tue Jan 22 02:21:14 2008 > Subject: Closing Incident from Requester Console > > Hi all! > > I was wondering if anyone has ever done closing an incident from the > Requester Console? Can anyone share their experience? I know that from > the Requester Console there is a Reopen and Cancel buttons but no > way to close the incident from there without having to go to the > Incident Management Console and try to execute "Incident Closure" > quick actions or open the incident itself and close it from there. > > Ideally I was wanting to bring the "Incident Closure" quick action to > the Requester Console but it wasn't as easy as I thought. So I wanted > to ask here if anyone else has successfully done something like this > or if any of you has other ideas on how to accomplish this. > > TIA. > > Elinore > > ___ > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org > Platinum Sponsor:www.rmsportal.comARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Closing Incident from Requester Console
Hi all! I was wondering if anyone has ever done closing an incident from the Requester Console? Can anyone share their experience? I know that from the Requester Console there is a Reopen and Cancel buttons but no way to close the incident from there without having to go to the Incident Management Console and try to execute "Incident Closure" quick actions or open the incident itself and close it from there. Ideally I was wanting to bring the "Incident Closure" quick action to the Requester Console but it wasn't as easy as I thought. So I wanted to ask here if anyone else has successfully done something like this or if any of you has other ideas on how to accomplish this. TIA. Elinore ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
SOLVED: Re: Requiring CI in Change Request - Please Help!
ha! just when i thought i can't figure this out! the ACTL "CHG:CRQ:AssocTab_100_Refresh" does the trick of refreshing the "z2TH_Assoc_Association" table field when the Relationships tab is clicked and sets the field "z1D_RefreshRelationshipsTab" to "Done" (but what if you don't click on this tab and still want to test the values of the table field instead?) anyway, i added the Change Field on top of my ACTL calling the Call Guide and this solved my dilemma! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Friday Humor: My Computer
(pls excuse this post if you already know this joke...got this from the ITIL Community Forum) ITIL Humor: True Stories == We couldn't resist this one: Service Desk: Double click on "My Computer" User: I can't see your computer. Service Desk: No, double click on "My Computer" on your PC. User: Pardon? Service Desk: There is an icon on your PC with the label "My Computer". Double click on it. User: What's your computer doing on mine? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Requiring CI in Change Request - Please Help!
hi folks, i am here again with another dilemma... i am working on an enhancement that requires at least a CI related to a Change Request before it can be submitted. i used the field "z1D Char23" for my flag (i didn't want to add another field just to use for flag) if CI is found to be related to that CRQ prior to submission and created an active link guide that loops through table field "z2TH_Assoc_Association" and sets ""z1D Char23" to "Y" if found and "N" if not. of course i initialized the flag field to "N" prior to the table loop guide. when the routine is done, i set the flag field again to $NULL$ in case there are other workflows using this field. when i submit the CRQ for the first time, it looks like it's working. it prompts me if there is no CI related yet and vice versa. however when i search for the CRQ i just made and try to update it, unless i click on the Relationships tab (i suppose it refreshes the Relationships table field), i will keep getting prompted that there is no CI related to the CRQ yet even if there is already! i don't have any idea why the active link guide will not loop through the table field and check if CI is already related to the CRQ unless i click on the Relationships tab. or does anyone have other suggestions on how to accomplish the check instead? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
SOLVED Re: need help to figure out $TIME$!
Uber-thanks to Brian Bishop! This worked flawlessly: ($TIMESTAMP$ - $DATE$) > (60*60*6) AND ($TIMESTAMP$ - $DATE$) < (60*60*18) Elinore ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: need help to figure out $TIME$!
hi patrick, i do not have probs with testing time from 6PM-6AM as it this works perfectly: ( ($TIME$ >= (60 * 60 * 18) ) OR ( $TIME$ < (60 * 60 * 6)) ) however, for 6AM-6PM, this one doesn't work: ( ($TIME$ >= (60 * 60 * 6)) AND ($TIME$ < (60 * 60 * 18)) ) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: need help to figure out $TIME$!
hello guys, thanks for all your input. i tested the reverse the time in the qual suggested by Fred, but didn't get anything. i also tried reversing the order of the qual as JT said, but same thing... how can something that seem so basic and simple be very complicated?! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
need help to figure out $TIME$!
can any of you folks help me? i am trying to test $TIME$ if it falls between 06:00-18:00 CST (server is in CST) this is the qualification i am using: ( ($TIME$ >= (60 * 60 * 6)) AND ($TIME$ < (60 * 60 * 18)) ) and it's not working! when i try to reverse the qual to test if $TIME$ is between 18:00-06:00 CST like this: ( ($TIME$ >= (60 * 60 * 18) ) OR ( $TIME$ < (60 * 60 * 6)) ) it works just fine. what's wrong with the 1st qualification? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
anyone used the "NTE:SYS-NT Process Control" form yet?
hi, has anyone ever used the "NTE:SYS-NT Process Control" form for their customized notifications? can anyone share their experience? i was reading the ITSM7 architecture doc and i can't believe it looks so easy (based on the Notification Engine process flow diagram) but i don't want to get all excited and be disappointed later on. TIA for all your insight! ~ Elinore ~ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
How to modify Assignee Group?
Hi, can anyone tell me if there is a way to update or modify Assignee Group when the ticket has already been submitted? TIA. Elinore ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Remedy 5.1, no permission to requests when searching?
hi, i need your help again guys. so i did add a "Client" permission (literal, as in "Client" is the name of our permission) to the Request ID field and did try searching for tickets for a specific client (i used their company name as search param) and was able to retrieve all their tickets. what i didn't know what when i added that permission, i then made the Request ID available to all our clients (coz all them gets a "Client" permission) the Request ID originally has Assignee Group and Company (the operating company) permission. what bugs me is, when i log on as a client, i could only see some tickets but when i log on as company user i can retrieve all the tickets the client is supposed to be seeing. i checked on their tickets and all of them has the correct Assignee Group. i did a file compare of all the tickets i see as a company user and as a client user. there are about a handful of tickets that the client user could not access, although these tickets have the correct assignee group permission. anywhere else i should check? like Submitter or Assignee or Company fields that might be the culprit? i am not seeing anything on the client log either that might indicate any workflow affecting the search. pls help! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Remedy 5.1, no permission to requests when searching?
I was actually thinking about row-level access too. But then, I did not write this app and don't know what they really did with it. But yeah, I will be checking if they implemented that and see if it could be done that way too. On Dec 6, 1:26 pm, Joe D'Souza <[EMAIL PROTECTED]> wrote: > Or have you implemented row level access? > > Joe D'Souza > > -Original Message- > From: Action Request System discussion list(ARSList) [mailto:[EMAIL > PROTECTED] Behalf Of Lisa Westerfield > Sent: Wednesday, December 05, 2007 11:59 PM > To: [EMAIL PROTECTED] > Subject: Re: Remedy 5.1, no permission to requests when searching? > > Do they have permission to the request ID field? > > - Original Message - > From: Action Request System discussion list(ARSList) > ___ > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org > Platinum Sponsor:www.rmsportal.comARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
SOLVED: Remedy 5.1, no permission to requests when searching?
i cleared all the fields and tried searching again, no difference then i checked on all the fields and found that only in the Request ID field that they do not have permission. sweet! i'm a newbie and just picked up on the app we use now and trying to find my way around it...hard to debug other ppl's work! so thanks for all your input! you guys rock. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Remedy 5.1, no permission to requests when searching?
we had reports recently that some clients could not view the tickets that they logged in our system. i tried checking their user and group permission and everything looks normal. when i search for the ticket using my company account, i can search and view the client tickets fine. but when the client would try to search for some of their tickets, they keep on getting: "No matching requests (or no permission to requests) for qualification criteria. (ARWARN 1200)" any idea on where else i should look at to solve this issue? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
how to test all the fields for values in a form
hi, can anyone help me? i need to check all the fields in a form whether the field has a value or not, and if it's not empty, grab the name of that field and its value and concatenate them all together and push the string value to a field in another form. i know i can do this by creating a series of active links to test the field and push the data but i was hoping there is a more optimized way of doing it (like a foreach statement) any other ideas how i can do this? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
modifying alias value of a drop-down list
Hi, anything I should consider first before modifying the alias value of drop-down field? We have several items in the Work Info Type list that we are requiring from our users before they can move the Change Request to Request for Authorization. Since I couldn't find a way to make the menu value bold (to indicate that is required) we are just planning on updating the Alias Value to add a character to symbolize it is required. Or does anybody have other solutions? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Mid-Tier displays GMT time
Just to add, you can refer to this Remedy page explaining Mid-Tier Date/Time http://www.remedy.com/customers/dht/archive/04-04-2005_B.htm Cheers! ~ Eli ~ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Caught Exception errors, Microsoft KB943460, IE and who knows what else
We're using Remedy AR 5.1 | Mid-Tier 6.3 and we've been having these caught exception errors for the longest time. Though recent reports to us looked like some could be an issue of localization. Frequent reports to us of people encountering this usually comes from users accessing the Mid-Tier in Europe (French, German, etc). They were saying when they access the Mid-Tier in English, everything works fine. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Create New Notification using the Notification Engine
Hi John, Yeah, I remember BMC telling me that too. But when I checked the KM, there was no attachment, so they sent it to me instead. Oh well... Hi Howard, I created a new notification that checks that Status of a Change Request and notifies the Change Implementer to move the Status to Complete if it isn't yet and the Scheduled Date has passed. I followed the instructions on p.20-22 of the doc and added a few tweaks to it and got it working in minutes. I liked not having to create my own custom notification (using a workflow) and integrate with the Notification Engine instead. Less headache having to deal with notification audit, etc. ~ Eli ~ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Field 530001900
schema name : OBJSTR:ClassDefinition field id: 530001900 field name : zIntExposure ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: One notification engine to rule them all?
Hi, It was sent to me by BMC Support in response to one of the issues I raised with them. I don't know if this was published in their website though. I have tried attaching the file here instead, but it's rejecting my attachment msg. ~ Eli ~ On Nov 9, 9:42 pm, "Reiser, John J" <[EMAIL PROTECTED]> wrote: > Eli, > Did you this document on BMC's website? > Can you supply a URL for us? > Thanks, > > John J. Reiser > Software Development Analyst > Remedy Administrator/Developer > 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 > > -Original Message- > From: Action Request System discussion list(ARSList) > > [mailto:[EMAIL PROTECTED] On Behalf Of Elinore AR > Sent: Thursday, November 08, 2007 10:41 PM > To: [EMAIL PROTECTED] > Subject: Re: One notification engine to rule them all? > > Just in case anyone hasn't seen this doc named > "ITSPAddFieldsNotification-Instruction" from Remedy, on pages 20-22 of > this doc, it described how you can create your own notification using > the Notification Engine. The rest of the doc described in detail how you > can enable notification even for the custom fields you added in your > form. I found this doc very helpful when I needed to create a custom > notification for some of our forms that have custom fields added to it. > > (If you cant find the file, feel free to email me. I tried to attach the > file here but got rejected) > > Cheers! > > ~ Eli ~http://docs.google.com/Doc?id=df5vs5vj_0fvdv72 > > > ___ > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.orgPlatinum > Sponsor:www.rmsportal.comARSlist: "Where the Answers Are" > > ___ > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org > Platinum Sponsor:www.rmsportal.comARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Mid-Tier displays GMT time
Hi,
Just deduct 28800 from your Start and End Dates when doing query on
the web if you don't want the Mid-Tier to auto-adjust the time to GMT:
'Create Date' >= ("10/01/2007 00:00:00 AM" - 28800) AND 'Create Date'
< ("11/01/2007 00:00:00 AM" - 28800)
Cheers!
~ Eli ~
___
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Diary field empty on Mid-Tier 6.3
Hi, we recently started having problems with our web Remedy users. When they login and try to view the notes (diary field) that have been added to their Incident, the notes are just blank. But when we view the Incident on a Remedy client tool, the notes are all there. We tried flushing the mid-tier cache but the break-fix only works for a couple of hours and the problem reoccurs again. What could all of a sudden cause these problems? (OS: Solaris | DB: Sybase | AR 5.1 | MT 6.3) TIA. ~ Eli ~ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Notification Group in ITSM 7?
Hi John, You might want to look into BMC Service Level Management 7.0 Configuration Guide (SLM-Config-Guide-700.pdf) if you are referring to notification about expiration and review of agreements (p.54-55) Hope this helps! ~ Eli ~ http://docs.google.com/Doc?id=df5vs5vj_0fvdv72 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: One notification engine to rule them all?
Just in case anyone hasn't seen this doc named "ITSPAddFieldsNotification-Instruction" from Remedy, on pages 20-22 of this doc, it described how you can create your own notification using the Notification Engine. The rest of the doc described in detail how you can enable notification even for the custom fields you added in your form. I found this doc very helpful when I needed to create a custom notification for some of our forms that have custom fields added to it. (If you cant find the file, feel free to email me. I tried to attach the file here but got rejected) Cheers! ~ Eli ~ http://docs.google.com/Doc?id=df5vs5vj_0fvdv72 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
How to check content of a table field
Hi, I need to be able to check a table field for a specific content. I want to add a check to the CHG:Infrastructure Change to require a specific Request Type in the Relationships tab before the Change Request can be submitted. How can I do this? I tried creating an AL that checks for the Request Type but it only works when the table field is in focus and a row is selected. If the table field is not in focus, the AL fails even if the Request Type that I am looking for already exists in the Relationships table. TIA. ~ Eli ~ http://docs.google.com/Doc?id=df5vs5vj_0fvdv72 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Printing incidents from the web
Hi, We are having the same problems. I think it's a downer that just to be able to print reports we would need to get a license for another product. How come there isn't a way to print records (without any additional cost) just like the way it can be done in Mid-Tier 6.3? Any ideas? ~ Eli ~ http://docs.google.com/Doc?id=df5vs5vj_0fvdv72 On Nov 8, 12:51 pm, Melissa Reed <[EMAIL PROTECTED]> wrote: > Thanks for the info but I'm having trouble with the fact that the out > of the box functionality of the Print button on the Incident form > requires Crystal. You can use the Print button for Work Info on the > Incident Console which is not a Crystal report. Why should the other > print button work any different? > > On Nov 7, 7:31 pm, "[EMAIL PROTECTED]" <[EMAIL PROTECTED]> wrote: > > > > > Melissa, > > Yes, when running Mid Tier you need to have a Crystal Web or Crystal > > Enterprise running, either on the Mid Tier server or on a seperate server. > > There are various configuration settings in the AR Config utility for Mid > > Tier which tell it how to access Crystal to service the report. ARS 7 is > > compatable with the new Crystal Web software and is probably the direction > > I would recommend investigating. We currently run Crystal Enterpise 10, > > and while we get most of what we need from it we have had issues with it. > > > HTHs > > Dave Fincher > > > - Original Message > > From: Melissa Reed <[EMAIL PROTECTED]> > > To: [EMAIL PROTECTED] > > Sent: Wednesday, November 7, 2007 3:28:34 PM > > Subject: Printing incidents from the web > > > We are running ITSM 7 and ARS 7.0.1. > > > It appears that crystal reports (or some other web reporting tool) is > > required when printing an incident from the web. When you click the > > print button from the user tool, a Crystal report comes up. When you > > click the same button from the web, an error "Error during processing: > > ARERR [9260] Repor tlocation is missing from report settings > > configuration page. Please see your administrator." > > > Anyone know how to get around this? We do not have a report tool > > available for our mid-tier. > > > Thanks! > > > ___ > > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org > > Platinum Sponsor:www.rmsportal.comARSlist:"Where the Answers Are" > > > __ > > Do You Yahoo!? > > Tired of spam? Yahoo! Mail has the best spam protection > > aroundhttp://mail.yahoo.com > > > ___ > > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org > > Platinum Sponsor:www.rmsportal.comARSlist:"Where the Answers Are"- Hide > > quoted text - > > > - Show quoted text - > > ___ > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org > Platinum Sponsor:www.rmsportal.comARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: How to use XPATH(/ROOT/Qualification)
Hi, thanks for your reply! I am using web services to search for Incidents. I created another form that calls the search function of the web service and plans to display the data on a table field (testing the web services this way but planning on consuming the web service online using C#). How do I display/get all the results of the query? I can display the result if it is only a single record, but I don't know how it's done for multiple records. ~ Eli ~ http://docs.google.com/Doc?id=df5vs5vj_0fvdv72 On Nov 7, 4:45 pm, Rakshit Bhandary <[EMAIL PROTECTED]> wrote: > Hi, > > You dont have to map it to any field in your form. The calling party should > pass the qualification as you would give in the Advanced search bar. E.g. > 'User Name' = "Rakshit". This will return all the matchinf records to the > calling party. > > Regards, > Rakshit > > On 11/7/07, Elinore AR <[EMAIL PROTECTED]> wrote: > > > > > > > Hi, can anyone show me how to use XPATH(/ROOT/Qualification)? > > > Need to know how to loop through the dataset returned by XPATH(/ROOT/ > > Qualification). Can anyone give an example? > > > TIA. > > > ~ Eli ~ > >http://docs.google.com/Doc?id=df5vs5vj_0fvdv72 > > > ___ > > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org > > Platinum Sponsor:www.rmsportal.comARSlist: "Where the Answers Are" > > ___ > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org > Platinum Sponsor:www.rmsportal.comARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
How to use XPATH(/ROOT/Qualification)
Hi, can anyone show me how to use XPATH(/ROOT/Qualification)? Need to know how to loop through the dataset returned by XPATH(/ROOT/ Qualification). Can anyone give an example? TIA. ~ Eli ~ http://docs.google.com/Doc?id=df5vs5vj_0fvdv72 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
How the Risk Level is Calculated
Got this from BMC Support. This tells you exactly how the Risk Level is calculated. Posting it here in case anyone's struggling with it (just like I have the first time) http://docs.google.com/Doc?id=df5vs5vj_1c2tnpj Cheers! ~ Eli ~ http://docs.google.com/Doc?id=df5vs5vj_0fvdv72 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Closing an Incident from the Requester Console
Has anyone ever done this? I know from the Requester Console form that I can "Reopen" and "Cancel" an Incident. But how do I close an Incident from the Requester Console? I would like to be able to set an Incident to "Close" from the Requester Console (given that the Incident has been resolved already) without having to go to the Incident Management Console and executing an "Incident Closure" quick action or set the Status to "Closed" when I open the Incident. I would like to understand why "Close" was not included. If Remedy thought of allowing "Reopen" and "Cancel" from the RQC, why did they not include "Close" as well? TIA. ~ Eli ~ http://docs.google.com/Doc?id=df5vs5vj_0fvdv72 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Approval Phase Name shows Business Approval for Review
Hi, we made the column Approval Phase Name available on the Approvers tab on CHG:Infrastructure Change. However, the Approval Phase Name sometimes show Business Approval for an approval made for Review phase instead. Has anyone encountered this behavior before? TIA. ~ Eli ~ http://docs.google.com/Doc?id=df5vs5vj_0fvdv72 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Change Status does not move to "Request For Change"
Can anyone confirm that the Change Status from "Request For Authorization" does not move to "Request For Change" even if the Review has already been approved if the Scheduled Start and End Date is not filled out? Or if this is not the case, are there specific fields that need to be filled (required fields) in order for the status to move to RFC? We are using the out-of-the-box Approval Process when testing this and we keep getting different results. TIA. ~ Eli ~ http://docs.google.com/Doc?id=df5vs5vj_0fvdv72 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
