Re: ARS 7 installation - strange issue
Hello Bipin, Thanks for the reply. But my original problem is that the installation detects an existing ARS installation eventhough it is a freshly formatted m/c with a new OS and database. Regards, Murtuza. From: Vyom Labs - ITSM Support [EMAIL PROTECTED] Reply-To: arslist@ARSLIST.ORG To: arslist@ARSLIST.ORG Subject: Re: ARS 7 installation - strange issue Date: Mon, 30 Apr 2007 06:45:32 +0530 Hi Murtuza, At the time of installation of AR Sever, we need to give the SQL login/password for the database to create the AR Database in SQL Server. If it is been set for windows authentication, the login password will be same as windows login password. Or specify your SQL Server database Username Password (SA UserName / SA User Password). Thus please check for the User Name and password for the database. Regards, Bipinchandra Bhavsar -- www.vyomlabs.com Consulting | Oursourcing | Training || ITIL | IT Governance |BMC Remedy msb * wrote: Hello all, I am doing an installation of ARS 7.0.1 on a fresh test server with a brand new OS - Win 2003 sp1 and SQL server 2000 SP4. But when I run the install, it tells me that it detected an existing installation and whether I want to upgrade or overwrite. Does anyone know how this could be possible? The database is on the same machine. When I try to install by selecting overwrite, the installation continues to the point where it tries to start the Remedy services. This fails with ARERR 623 - Authentication failed. What gives ??? Regards, Murtuza B. _ Express yourself instantly with MSN Messenger! Download today it's FREE! http://messenger.msn.click-url.com/go/onm00200471ave/direct/01/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are _ Express yourself instantly with MSN Messenger! Download today it's FREE! http://messenger.msn.click-url.com/go/onm00200471ave/direct/01/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: AR Import
It could be some ARImport magic that's going on. If you have \r \t \n or such in your file, ARImport might see those as special characters, they are special characters in the ARX format, but they might be treated as such when you're importing CSV. To be sure you should escape those backslashes with an additional backslash. So F:\Data\bla\bla would become F:\\Data\\bla\\bla. I'm pretty sure that the import tool will then leave your backslashes alone, replacing the doubles with a single backslash. Hugo On 5/1/07, David Sanders [EMAIL PROTECTED] wrote: Hi Andy Could it be that your CSV file is wrapping some of the paths (with spaces in them) in quotes, and others (without spaces) not?? HTH David Sanders Remedy Solution Architect Enterprise Service Suite @ Work == ARS List Award Winner 2005 Best 3rd party Remedy Application See the ESS Concepts Guide tel +44 1494 468980 mobile +44 7710 377761 email [EMAIL PROTECTED] web http://www.westoverconsulting.co.uk -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L. Sent: Monday, April 30, 2007 2:04 PM To: arslist@ARSLIST.ORG Subject: Re: AR Import It's even weirder than I first thought. After closer examination I have found that it only does this to approximately 30% of the records. I can not find any pattern to it and it appears to be totally random at this time. I am exporting data from Remedy to .csv, making some modifications then importing back into Remedy via the import tool. After the import the \'s are missing from the paths on about 30% of the records. I have tried creating another temp char field and importing it, but I got the same results. Andy L. Mayfield System Operation Specialist Alabama Power Company Office: 8-226-1805 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Vyom Labs - ITSM Support Sent: Thursday, April 26, 2007 12:23 PM To: arslist@ARSLIST.ORG Subject: Re: AR Import Hi I am having ARsystem 7.x and gone through the same query that is one of the fields contain path (F:/ab/cd/efg/) and then exported the data then by using AR Import tool imported the same on a new form but i have not found any error in this process, that is i have got the same path (F:/ab/cd/efg/) without removal of /'s. So please let me know the actual process in which you are facing the problem. Thanks, Rakesh -- [EMAIL PROTECTED] www.vyomlabs.com Consulting | Oursourcing | Training || BMC Remedy BSM | ITIL | IT Governance Mayfield, Andy L. wrote: Ok, I am stumped. I used AR Import to import some data to a new form. One of the fields contains paths i.e.. F:/abc/def/ghij/, but after the import process removed the /'s and I am left with F:abcdefghij ? Anyone know what I did wrong? Andy L. Mayfield System Operation Specialist Alabama Power Company Office: 8-226-1805 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
filters and push fields
I have got 2 forms: A B I wanted to push fields from A to B, and return the request ID created on B back to A. I must use filter on submit on form A, and then i tried to do a set field with LastID Anyone has an idea how to do it? Using LastID didn't work since there are other filters running on B and the lastID value changes. thanks Chanan -- View this message in context: http://www.nabble.com/filters-and-push-fields-tf3674681.html#a10268038 Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Forcing escalations to run in sequence and not starting until previous is completed
Alfonso, I think the real point here is to define when a previous escalation fails and what to do when that happens. You have a linked set of processes that must be completed in sequence. But the trick is to have a test that identifies the success of each process and record it somewhere so that the next process can decide to run or not. I would suggest that you establish a controller form that could be as simple as a single record with a selection field with values for each process. When the first process finishes it should set the selection field to the process to run next. In the event of a a failure you can opt to leave the selection field value alone but set the 'Status' to Error (or some such value) and do a notification to let someone know that manual intervention is needed. HTH. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On 4/30/07, Alfonso Eric B Contr 95 CG/SCCSS [EMAIL PROTECTED] wrote: ** Thanks. I thought about that. I need to determine what to use as the value to trigger each filter. Eric Alfonso, Contractor, 95 CG/SCCSS DSN 525-9192 COMM 661-275-9192 Remedy Support Team [EMAIL PROTECTED] From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Monday, April 30, 2007 12:59 PM To: arslist@ARSLIST.ORG Subject: Re: Forcing escalations to run in sequence and not starting until previous is completed ** Replace the subordinate escalations with filters. For example, I assume you have something like this now: Escalation 1 fires at 12:00 Escalation 2 fires at 12:15 but is dependent on 1's success What I suggest is replace Escalation 2 with a filter. Set that filter to run on modify and have it look for the expected value set by Escalation 1. HTH, Norm From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Alfonso Eric B Contr 95 CG/SCCSS Sent: Monday, April 30, 2007 12:41 PM To: arslist@ARSLIST.ORG Subject: Forcing escalations to run in sequence and not starting until previous is completed Hi everyone, I am new to Remedy development and recently completed a full active directory integration with Remedy v.7. It takes several escalations running in sequence each night to keep the various location and people related forms updated. I have the escalations running at pre-determined times in sequence. Is there any way to set one escalation to trigger the start of the next which will trigger the start of the next, etc, without using the time as the trigger? There are times when the previous escalation fails and I would like it to prevent the next one from firing when this occurs. Thank you, Eric Alfonso, Contractor, 95 CG/SCCSS DSN 525-9192 COMM 661-275-9192 Remedy Support Team [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Gwenn Cross in trainng.
I will be out of the office starting 05/01/2007 and will not return until 05/02/2007. I will respond to your message when I return. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: SQL Update to a table with a special character +HPD_Helpdesk
Hi, The better way is to get the table name for this from from ARSCHEMA and then the fields from FIELD table and update accordingly. This will work. Thanks Abdul Basith -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jack Samson Sent: Monday, April 30, 2007 5:34 PM To: arslist@ARSLIST.ORG Subject: SQL Update to a table with a special character +HPD_Helpdesk All, I am running 6.3 on an Oracle Server. I want to run an update and have a form with a + in front of it. Does anyone know how I run an update to a table with a special character in front of it? I have tried using _Form_Name and +Form_Name, but these do not work. Thanks, Jackson Remedy Administrator _ Mortgage refinance is Hot. *Terms. Get a 5.375%* fix rate. Check savings https://www2.nextag.com/goto.jsp?product=10035url=%2fst.jsptm=yse arch=mortgage_text_links_88_h2bbbdisc=yvers=925s=4056p=5117 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Need Help Getting a WSDL Consumed with .NET C#
Hi Sam, Did you have to alter or play around with WSDL generated from remedy? I'm facing a problem in which xml created from remedy is not compatible with .Net (especially GetListAll operation). I am sure many people might have faced this similar situation. Any workaround? Thank you, Neel Gautam Accenture - Chicago Delivery Centre Office: 312-693-7279 Mobile: 630-440-6335 MSN: [EMAIL PROTECTED] AIM: neelgautam Core Values: Stewardship * Best People * Client Value Creation * One Global Network * Respect for the Individual * Integrity From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sam Rx Sent: Monday, April 30, 2007 10:56 PM To: arslist@ARSLIST.ORG Subject: Re: Need Help Getting a WSDL Consumed with .NET C# ** I have written some VB.net code to consume GetList operation.. Let me know if that can be of any use. -Sam On 5/1/07, Candace DeCou [EMAIL PROTECTED] wrote: Thanks Archana - I'll look into that and appreciate your sharing it. :) Candace -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Vyom Labs - ITSM Support Sent: Tuesday, May 01, 2007 4:55 PM To: arslist@ARSLIST.ORG Subject: Re: Need Help Getting a WSDL Consumed with .NET C# Program code for webservices consumed using C#.NET for Remedy web services is available at: http://www.codeproject.com/cs/webservices/webservicecallback.asp Regards, Archana Singh -- www.vyomlabs.com Consulting | Oursourcing | Training || ITIL | IT Governance |BMC Remedy Candace DeCou wrote: ** ARS 6.3 Patch 20 Mid-Tier 6.3 Patch 20 MS SQL 2000 I have built a web service for opGetList operations. The WSDL is working correctly and we can see the resulting values in mid-tier logs. However, in trying to consume my web service using .NET C# Visual Studio, we are getting NULL results and the following error in the .NET side of things: Unhandled Exception: System.NullReferenceException: Object reference not set to an instance of an object. at RemedyTest.Program.Main (String[] args) in C:\c.projects\rem\RemedyTest\Rem edyTest\Program.cs:line 29 Press any key to continue Does anyone out there have a sample of .NET C# code that does work with a Remedy web service, or any other hints on what we might look for. Thanks in advance for any help. /*/Candace DeCou/*/** Applications Support Analyst Silicon Valley Bank Office: 408-654-6358 Email: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are __20060125___This posting was submitted with HTML in it___ This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Removing an item from a menu
Check the Menu qualifications and verify that the menu is defined to display only Active groups. On 4/25/07, Neal Jacob [EMAIL PROTECTED] wrote: ** I am asking this question on behalf of our Remedy person: When creating Groups, Categories, Types and Items, we are able to add, but are not able to make them inactive when they are no longer needed. The permissions appear to be correct. We have tried using the Active/Inactive Radio buttons which does not seem to work. How can we change or make groups inactive? Thank you in advance, Neal Jacob MCP, MCDST Desktop Systems Specialist NRTC http://www.nrtc.coop This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, copy, use, disclosure, or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. __20060125___This posting was submitted with HTML in it___ -- Gary Dries OSSNMS / Sr. Remedy Developer T-Mobile USA Office (972) 464-3235 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: filters and push fields
You could do a push from B on submit to update the record on A with its request id...:)...it's a bit circular...but it works if you avoid a loop -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Chanan Berler Sent: Tuesday, May 01, 2007 5:58 AM To: arslist@ARSLIST.ORG Subject: filters and push fields I have got 2 forms: A B I wanted to push fields from A to B, and return the request ID created on B back to A. I must use filter on submit on form A, and then i tried to do a set field with LastID Anyone has an idea how to do it? Using LastID didn't work since there are other filters running on B and the lastID value changes. thanks Chanan -- View this message in context: http://www.nabble.com/filters-and-push-fields-tf3674681.html#a10268038 Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: filters and push fields
I did an Active Link to get the initial create and get the Request ID with lastID I then used a filter action to do a push field to update the record. -Original Message- From: [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tue, 1 May 2007 7:57 AM Subject: filters and push fields I have got 2 forms: A B I wanted to push fields from A to B, and return the request ID created on B back to A. I must use filter on submit on form A, and then i tried to do a set field with LastID Anyone has an idea how to do it? Using LastID didn't work since there are other filters running on B and the lastID value changes. thanks Chanan -- View this message in context: http://www.nabble.com/filters-and-push-fields-tf3674681.html#a10268038 Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are AOL now offers free email to everyone. Find out more about what's free from AOL at AOL.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: AR Import
You could try telling excel that all columns are text and then resave the file...then check it with a text editor... -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L. Sent: Tuesday, May 01, 2007 6:43 AM To: arslist@ARSLIST.ORG Subject: Re: AR Import Ok, I have found out a few more details. You can't see it when viewing the .csv in excel, but when viewing in a text editor you can see that some of the paths are being enclosed in . From what I can tell, it seems to be doing this to the paths that contain ,'s. It makes sense that it would since it is a , delimited file. It sees the , in the cell and encloses the field in 's. Now I have to figure out a way around it. So far I have been unsuccessful, but at least I know what and why it is doing it. Does anyone have any ideas as to how I can get around this? Andy L. Mayfield System Operation Specialist Alabama Power Company Office: 8-226-1805 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of David Sanders Sent: Tuesday, May 01, 2007 3:22 AM To: arslist@ARSLIST.ORG Subject: Re: AR Import Hi Andy Could it be that your CSV file is wrapping some of the paths (with spaces in them) in quotes, and others (without spaces) not?? HTH David Sanders Remedy Solution Architect Enterprise Service Suite @ Work == ARS List Award Winner 2005 Best 3rd party Remedy Application See the ESS Concepts Guide tel +44 1494 468980 mobile +44 7710 377761 email [EMAIL PROTECTED] web http://www.westoverconsulting.co.uk -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L. Sent: Monday, April 30, 2007 2:04 PM To: arslist@ARSLIST.ORG Subject: Re: AR Import It's even weirder than I first thought. After closer examination I have found that it only does this to approximately 30% of the records. I can not find any pattern to it and it appears to be totally random at this time. I am exporting data from Remedy to .csv, making some modifications then importing back into Remedy via the import tool. After the import the \'s are missing from the paths on about 30% of the records. I have tried creating another temp char field and importing it, but I got the same results. Andy L. Mayfield System Operation Specialist Alabama Power Company Office: 8-226-1805 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Vyom Labs - ITSM Support Sent: Thursday, April 26, 2007 12:23 PM To: arslist@ARSLIST.ORG Subject: Re: AR Import Hi I am having ARsystem 7.x and gone through the same query that is one of the fields contain path (F:/ab/cd/efg/) and then exported the data then by using AR Import tool imported the same on a new form but i have not found any error in this process, that is i have got the same path (F:/ab/cd/efg/) without removal of /'s. So please let me know the actual process in which you are facing the problem. Thanks, Rakesh -- [EMAIL PROTECTED] www.vyomlabs.com Consulting | Oursourcing | Training || BMC Remedy BSM | ITIL | IT Governance Mayfield, Andy L. wrote: Ok, I am stumped. I used AR Import to import some data to a new form. One of the fields contains paths i.e.. F:/abc/def/ghij/, but after the import process removed the /'s and I am left with F:abcdefghij ? Anyone know what I did wrong? Andy L. Mayfield System Operation Specialist Alabama Power Company Office: 8-226-1805 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: AR Import - RESOLVED
OK, I found a fix. As I said before, some of my paths have ,'s in them. The ones with a , were being enclosed in quotes ( ). The others were having the \'s stripped out of the path during the import. In excel, I enclosed all the paths in quotes ( ) which caused the resulting .csv file to look like this c:\abc\def\ghi. When I import this back into Remedy I get c:\abc\def\ghi in my character field which seems to work fine and all the links open. At least now I know that fields containing a , are going to give me grief when trying to use .csv files to import. Thanks for all the suggestions. Andy L. Mayfield System Operation Specialist Alabama Power Company Office: 8-226-1805 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L. Sent: Tuesday, May 01, 2007 7:43 AM To: arslist@ARSLIST.ORG Subject: Re: AR Import Ok, I have found out a few more details. You can't see it when viewing the .csv in excel, but when viewing in a text editor you can see that some of the paths are being enclosed in . From what I can tell, it seems to be doing this to the paths that contain ,'s. It makes sense that it would since it is a , delimited file. It sees the , in the cell and encloses the field in 's. Now I have to figure out a way around it. So far I have been unsuccessful, but at least I know what and why it is doing it. Does anyone have any ideas as to how I can get around this? Andy L. Mayfield System Operation Specialist Alabama Power Company Office: 8-226-1805 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of David Sanders Sent: Tuesday, May 01, 2007 3:22 AM To: arslist@ARSLIST.ORG Subject: Re: AR Import Hi Andy Could it be that your CSV file is wrapping some of the paths (with spaces in them) in quotes, and others (without spaces) not?? HTH David Sanders Remedy Solution Architect Enterprise Service Suite @ Work == ARS List Award Winner 2005 Best 3rd party Remedy Application See the ESS Concepts Guide tel +44 1494 468980 mobile +44 7710 377761 email [EMAIL PROTECTED] web http://www.westoverconsulting.co.uk -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L. Sent: Monday, April 30, 2007 2:04 PM To: arslist@ARSLIST.ORG Subject: Re: AR Import It's even weirder than I first thought. After closer examination I have found that it only does this to approximately 30% of the records. I can not find any pattern to it and it appears to be totally random at this time. I am exporting data from Remedy to .csv, making some modifications then importing back into Remedy via the import tool. After the import the \'s are missing from the paths on about 30% of the records. I have tried creating another temp char field and importing it, but I got the same results. Andy L. Mayfield System Operation Specialist Alabama Power Company Office: 8-226-1805 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Vyom Labs - ITSM Support Sent: Thursday, April 26, 2007 12:23 PM To: arslist@ARSLIST.ORG Subject: Re: AR Import Hi I am having ARsystem 7.x and gone through the same query that is one of the fields contain path (F:/ab/cd/efg/) and then exported the data then by using AR Import tool imported the same on a new form but i have not found any error in this process, that is i have got the same path (F:/ab/cd/efg/) without removal of /'s. So please let me know the actual process in which you are facing the problem. Thanks, Rakesh -- [EMAIL PROTECTED] www.vyomlabs.com Consulting | Oursourcing | Training || BMC Remedy BSM | ITIL | IT Governance Mayfield, Andy L. wrote: Ok, I am stumped. I used AR Import to import some data to a new form. One of the fields contains paths i.e.. F:/abc/def/ghij/, but after the import process removed the /'s and I am left with F:abcdefghij ? Anyone know what I did wrong? Andy L. Mayfield System Operation Specialist Alabama Power Company Office: 8-226-1805 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ARERR 9351
It only happened on the mid tier. It actually turned out to be that the user was trying to copy a router config that had special characters into the diary field. When we took out the special characters the record saved with no error. Janet Mahan [EMAIL PROTECTED] 941.766.6199 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mohan Panchangmath Sent: Friday, April 27, 2007 1:11 PM To: arslist@ARSLIST.ORG Subject: Re: ARERR 9351 ** Hi Janet, Is this happening on mid-tier? Because the error message guide says that this happens on An internal error occurred during a back channel request from the browser to the mid tier server. But the error message guide suggest that it is midtier specific. What does the DB log on the client side says? Thanks, Mohan - Original Message From: Mahan, Janet L [EQ] [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Friday, April 27, 2007 11:35:13 AM Subject: ARERR 9351 ** Has anyone experienced this error message? I can't find it in kb and BMC has not responded to my ticket yet. It only happens when typing in the diary field. __20060125___This posting was submitted with HTML in it___ Ahhh...imagining that irresistible new car smell? Check out new cars at Yahoo! Autos. http://us.rd.yahoo.com/evt=48245/*http://autos.yahoo.com/new_cars.html; _ylc=X3oDMTE1YW1jcXJ2BF9TAzk3MTA3MDc2BHNlYwNtYWlsdGFncwRzbGsDbmV3LWNhcnM - __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Removing an item from a menu
Maybe we don't adequately understand what you're trying to do. You mention two kind of separate things ... Groups and then CTI (Category, Type and Item). They are stored in different forms and accessed differently. Are you trying to only make a Group 'go-away'? Or just the CTI? Are you using ITSM or HelpDesk? What version? Please explain in a little more detail what exactly you're looking to have happen, include form names and what steps you're taking. Thanks, Susan On 4/26/07, Neal Jacob [EMAIL PROTECTED] wrote: ** Thank you everyone for your time and for your replies. This did not provide a resolution. Neal Jacob MCP, MCDST Desktop Systems Specialist NRTC http://www.nrtc.coop This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, copy, use, disclosure, or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
User Connected From Another Machine
Hey Folks, Users here are getting the following message on a regular basis: This user is currently connected from another machine. Would you like to attempt to override the existing connection? Now, the users are not connected from any other machines. Further, this message normally pops up as they are performing a search. The error log is filling with these messages. I have been talking to Remedy Support about this but that hasn't been any help. Their latest response was to install the patch for the user client (but they haven't told me if it actually addresses my issue) Their response prior to that one was: After some research on VPN, the problem seems to be related to the VPN configuration, which allow users to override the server routing addresses to access the same server with different IP. A possible solution is route your connection to the ARS server over the network and reroute VPN connections to the server. Your Network administrator would help you with that configuration. I talked to my network admin and was told that VPN should not be a problem because IP addresses do not change often enough or at all. Has anyone had any issues with this? Does anyone have any ideas? ARS server 7.0.01 Client 7.0.01 AIX 5.2 Oracle 9.2.0.5.0 Thanks Les Ganton ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Forcing escalations to run in sequence and not starting until previous is completed
There are a number of things you can look for...you could check that the Last Modified By is equal to AREscalator and that the Modified Date is close to the time you expect the modification to have occurred. That way the filter won't fire when the record is modified by Joe Blow user. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Alfonso Eric B Contr 95 CG/SCCSS Sent: Monday, April 30, 2007 6:10 PM To: arslist@ARSLIST.ORG Subject: Re: Forcing escalations to run in sequence and not starting until previous is completed Thanks. I thought about that. I need to determine what to use as the value to trigger each filter. Eric Alfonso, Contractor, 95 CG/SCCSS DSN 525-9192 COMM 661-275-9192 Remedy Support Team [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Monday, April 30, 2007 12:59 PM To: arslist@ARSLIST.ORG Subject: Re: Forcing escalations to run in sequence and not starting until previous is completed ** Replace the subordinate escalations with filters. For example, I assume you have something like this now: Escalation 1 fires at 12:00 Escalation 2 fires at 12:15 but is dependent on 1's success What I suggest is replace Escalation 2 with a filter. Set that filter to run on modify and have it look for the expected value set by Escalation 1. HTH, Norm From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Alfonso Eric B Contr 95 CG/SCCSS Sent: Monday, April 30, 2007 12:41 PM To: arslist@ARSLIST.ORG Subject: Forcing escalations to run in sequence and not starting until previous is completed Hi everyone, I am new to Remedy development and recently completed a full active directory integration with Remedy v.7. It takes several escalations running in sequence each night to keep the various location and people related forms updated. I have the escalations running at pre-determined times in sequence. Is there any way to set one escalation to trigger the start of the next which will trigger the start of the next, etc, without using the time as the trigger? There are times when the previous escalation fails and I would like it to prevent the next one from firing when this occurs. Thank you, Eric Alfonso, Contractor, 95 CG/SCCSS DSN 525-9192 COMM 661-275-9192 Remedy Support Team [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Installation of ARS 6.3 patch 20
Hello all, We installed ARS 6.3, patch 20 on a new db instance of Oracle 10g and are getting the following errors - cant' seem to pinpoint where the issue is. This system is a Solaris system - Oracle 10g with 9 libraries, we have two instances of Remedy (one for development and one for test on this box). We installed the development with no problems, started out test environment install yesterday and it appears to be grabbing pieces of both instances, as well as missing libraries.Any help would be greatly appreciated. Sue # ps -ef | grep ars root 3806 1 0 16:28:23 pts/70:00 /apps/arsint/arora/bin/armonitor -s corpdev2 -c /etc/arsystem/corpdev2/armonito ars 1718 28298 0 12:36:23 pts/13 0:00 -ksh root 3813 3806 0 16:28:23 pts/70:00 /apps/ars/arora/bin/arplugin -s corpdev2 -i /apps/ars/arora root 5388 5377 0 16:35:12 pts/60:00 grep ars root 3812 3806 0 16:28:23 pts/70:00 /apps/ars/arora/bin/arsvcdsp -s corpdev2 -d /apps/ars/arora [EMAIL PROTECTED] # cd /apps/arsint/arora/bin [EMAIL PROTECTED] # ./arsystem stop Action Request System shutdown in progress. Action Request System shutdown process complete. [EMAIL PROTECTED] # [EMAIL PROTECTED] # ./arsystem start Action Request System initializing. Starting AR System Server (ARNOTE 0) AR Monitor version 6.03.00 patch 020 started. (ARNOTE 0) AR Monitor started. ld.so.1: arserverd: fatal: libxerces-c1_7_0.so: open failed: No such file or directory (ARNOTE 0) Unable to receive indication that server is up. (ARNOTE 0) Server (pid:5613) died with 9. ld.so.1: arserverd: fatal: libxerces-c1_7_0.so: open failed: No such file or directory (ARNOTE 0) Unable to receive indication that server is up. (ARNOTE 0) Server (pid:5614) died with 9. ld.so.1: arserverd: fatal: libxerces-c1_7_0.so: open failed: No such file or directory (ARNOTE 0) Unable to receive indication that server is up. (ARNOTE 0) Server (pid:5615) died with 9. ld.so.1: arserverd: fatal: libxerces-c1_7_0.so: open failed: No such file or directory (ARNOTE 0) Unable to receive indication that server is up. (ARNOTE 0) Tried 4 restarts in 30 seconds. I give up at Mon Apr 30 16:35:41 2007 Action Request System AR System Application Command Dispatcher Version 6.03.00 Remedy, a BMC Software company. Copyright (c) 1998 - 2005 BMC Software, Inc. All rights reserved. Action Request System(R) Plug-In Server Version 6.03.00 Remedy, a BMC Software company. Copyright (c) 2001 - 2005 BMC Software, Inc. All rights reserved. 390695 : An error has occurred while loading a plug-in. (ARERR 8756) ld.so.1: arplugin: fatal: libjvm.so: open failed: No such file or directory ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
How to reduce Inbound/Outbound mailboxes attachment space.
Hello fellow-listers, The application we are developing support multiple BPOs, each BPO has multiple companies and each company has multiple support-groups. Now, we have an staging form with table fields to show emails from 'AR System Email Messages' form and we have multi-tenancy defined on this staging form (on the table field) so users can see only emails sent to any of the support-groups they have access to. Because of this design, we have mailbox set-up for each support-group and now we have about 150 incoming and 150 outgoing mailboxes and it's increasing exponentially as new bpo/company comes on-board. I think this seems like a common problem many people might have faced already. If so, is there any strategy or an approach to reduce number of mailboxes (at the same time I need multi-tenancy on email records as well)? Also, along the same lines, any efficient ways to store attachments for emails? Attachments are quickly filling out the db server space. Any ideas/suggestions are welcome. Thank you, Neel Gautam This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: AR Import
Andy, Rename your .csv file to a .txt file. Open Excel File: Open: name of the file. Use the delimited option and ensure that the Text field delimiter of is set. At this point you should be able to read the data as it was produces Ron Fariss AIG Technologies Service Desk Automation 713-831-2365 (Office) 281-782-0979 (Mobile) -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L. Sent: Tuesday, May 01, 2007 7:43 AM To: arslist@ARSLIST.ORG Subject: Re: AR Import Ok, I have found out a few more details. You can't see it when viewing the .csv in excel, but when viewing in a text editor you can see that some of the paths are being enclosed in . From what I can tell, it seems to be doing this to the paths that contain ,'s. It makes sense that it would since it is a , delimited file. It sees the , in the cell and encloses the field in 's. Now I have to figure out a way around it. So far I have been unsuccessful, but at least I know what and why it is doing it. Does anyone have any ideas as to how I can get around this? Andy L. Mayfield System Operation Specialist Alabama Power Company Office: 8-226-1805 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of David Sanders Sent: Tuesday, May 01, 2007 3:22 AM To: arslist@ARSLIST.ORG Subject: Re: AR Import Hi Andy Could it be that your CSV file is wrapping some of the paths (with spaces in them) in quotes, and others (without spaces) not?? HTH David Sanders Remedy Solution Architect Enterprise Service Suite @ Work == ARS List Award Winner 2005 Best 3rd party Remedy Application See the ESS Concepts Guide tel +44 1494 468980 mobile +44 7710 377761 email [EMAIL PROTECTED] web http://www.westoverconsulting.co.uk -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L. Sent: Monday, April 30, 2007 2:04 PM To: arslist@ARSLIST.ORG Subject: Re: AR Import It's even weirder than I first thought. After closer examination I have found that it only does this to approximately 30% of the records. I can not find any pattern to it and it appears to be totally random at this time. I am exporting data from Remedy to .csv, making some modifications then importing back into Remedy via the import tool. After the import the \'s are missing from the paths on about 30% of the records. I have tried creating another temp char field and importing it, but I got the same results. Andy L. Mayfield System Operation Specialist Alabama Power Company Office: 8-226-1805 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Vyom Labs - ITSM Support Sent: Thursday, April 26, 2007 12:23 PM To: arslist@ARSLIST.ORG Subject: Re: AR Import Hi I am having ARsystem 7.x and gone through the same query that is one of the fields contain path (F:/ab/cd/efg/) and then exported the data then by using AR Import tool imported the same on a new form but i have not found any error in this process, that is i have got the same path (F:/ab/cd/efg/) without removal of /'s. So please let me know the actual process in which you are facing the problem. Thanks, Rakesh -- [EMAIL PROTECTED] www.vyomlabs.com Consulting | Oursourcing | Training || BMC Remedy BSM | ITIL | IT Governance Mayfield, Andy L. wrote: Ok, I am stumped. I used AR Import to import some data to a new form. One of the fields contains paths i.e.. F:/abc/def/ghij/, but after the import process removed the /'s and I am left with F:abcdefghij ? Anyone know what I did wrong? Andy L. Mayfield System Operation Specialist Alabama Power Company Office: 8-226-1805 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___
Re: imcoming HTML email
Ali, What is the API Run process command that you have setup that can run via a filter and reformat the email to Plain Text? Remedy BMC never clued me in on something like this. Thanks Peter Lammey ESPN MIT Technical Services Applications Management 860-766-4761 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ali Musa Sent: Monday, April 30, 2007 2:15 AM To: arslist@ARSLIST.ORG Subject: Re: imcoming HTML email ** You can make a listener using a filter to the incoming email on AR System Email Messages and then build API over that and exute using RUN Process to do the conversion. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Fannin, Teresa Sent: 04-29-2007 03:26 PM To: arslist@ARSLIST.ORG Subject: imcoming HTML email Dear Group, Anybody know of a way to convert HTML email to text so that the text could be stored in an Incident? We are using remedy 7.0.1 patch 2 and we have a process where incoming email can become part of an Incident. I am not using any templates or any kind or instructions. The email comes in to the AR System Messages form and based on that happening we take the email information and store that in an Incident if we want to. Anyway the problem I am running into is if the email is in HTML format and if I save the HTML contents in the Notes field I get all the HTML coding with it. So I made an HTML button so if they want to see what the HTML looks like I copy the Notes field into a View field and they can see the pretty version of the what the email looks like. The problem is if the Notes fields is ever used in a report then you are back to the all the embedded code showing up. Teresa __20060125___This posting was submitted with HTML in it___ Disclaimer: The information in this email and in any files transmitted with it, is intended only for the addressee and may contain confidential and/or privileged material. Access to this email by anyone else is unauthorized. If you receive this in error, please contact the sender immediately and delete the material from any computer. If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted to be taken in reliance on it, is strictly prohibited. Statement and opinions expressed in this e-mail are those of the sender, and do not necessarily reflect those of STC. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: timestamp question (set date and time)
John you are correct that is what I was seeing when I tried to set this to 11:59PM it would push the due date to 8:00AM the start of Business time for the day. This brings the next problem if the ticket is pushed to 5:00:00PM and it's put into pending for just a moment it will be pushed to 8:00:00AM the next day. So it's possible that someone could drag out a ticket for weeks. I just see to many ways for someone to trick the system, but this is what they want to be done. Dan Caissie -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Reiser, John J Sent: Tuesday, May 01, 2007 8:27 AM To: arslist@ARSLIST.ORG Subject: Re: timestamp question (set date and time) Fred, That looks good but you would have to use a REPLACE() to change the 12:00:00 AM to 5:00:00 PM and just leave off the +5:00:00 PM. Dan, Try experimenting with the Business Time form and Process commands. If you set a record in Business Time Workdays to a Start time of 5:00:00 PM and a Stop time of 5:00:01 PM then do some creative adding of time, you can return a time of 5:00:00 PM every time. And I think it will account for DST conversions. When the time you add falls short of the Business Time start (5:00:00 PM) it will 'bump' it up to that time. Try adding 1 second to your time and it should take any time before 5 PM and bump it up to 5 PM. Any time after 5 PM will be bumped to 5 PM of the next day listed in your Business Time Workdays record. So if you were to skip Sat Sun all times created after 5PM Fri would be set in the new field as 5 PM Monday. Hope that makes some sense. 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 Grooms, Frederick W Sent: Monday, April 30, 2007 5:26 PM To: arslist@ARSLIST.ORG Subject: Re: timestamp question (set date and time) ** You can always set a Character field to $DATE$ + 5:00:00 PM and then move that to your Date/Time field Fred From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Eric Cleereman (IT) Sent: Monday, April 30, 2007 12:56 PM To: arslist@ARSLIST.ORG Subject: Re: timestamp question (set date and time) ** This should logic should work, unless the date happens to fall on the first day of Daylight Saving Time or of Standard Time, at which point the time set would end up being 6:00 PM or 4:00 PM. Aside from a lookup table, does anyone have any ideas how to prevent this logic from running into problems on those dates? Eric Cleereman -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Wacholz, Jeanette (Jenni) Sent: Monday, April 30, 2007 1:29 PM To: arslist@ARSLIST.ORG Subject: Re: timestamp question (set date and time) ** $DATE$ + (60*(60*17)) should always give you 5pm of the current date as long as the escalation runs between midnight and 5pm. Jenni Wacholz Remedy Administration Coventry Health Care Inc 480-445-2517 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Dan Caissie Sent: Monday, April 30, 2007 6:47 AM To: arslist@ARSLIST.ORG Subject: timestamp question (set date and time) ** Good Monday morning everyone :-) I have an escalation that runs at 1AM and what I want it to do is set a field to 5 PM for the current day. 4/DATE/2007 5:00:00 PM right now I was doing $TIMESTAMP$ + (60 * (60 * 16)) but if the escalation is delayed at all it will push the timestamp past 5 PM. So is there better way of doing this I bet there is any help would be great. 6.3 Windows SQL Dan Caissie __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
ITSM 7.0 surveys.. Works as designed?? Or is my system jinxed??
Has anyone got this working without any glitches for guest users? I'm trying to get it working and every other way I try (submitter mode locked, single tenancy enabled, guest user login defined for unknown users with a read access) I still get the error that the user doesn't have write access to fields on the survey form when the user tries to rate the service on the rating fields... The same error I got when my submitter mode was changeable and the application was set for multi-tenancy, with no login defined for unknown users. Now this is the baffling part.. You would think that the survey would not be saved after that error (its not a warning its an error). Check this out.. the survey does get marked as Responded! And the ratings do get saved! And what's more.. they got saved even before the submitter mode was changed from changeable to locked! They got saved even before there was a guest user defined for unknown users. Is this strange or is this strange? Joe No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.467 / Virus Database: 269.6.2/782 - Release Date: 5/1/2007 2:10 AM ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Installing BMC Remedy User 7.0.01 patch 002 on one PC for use by several people
Good afternoon. Hope this note finds you all well. I'm working on putting together the specifications for installing the above software via SMS. We will be creating a silent installation package. When I perform a default installation (including paths), the setup wants to place the Home folder under my %USERPROFILE%. We like this concept as we would want different people logging onto a PC to have their own Home folders (macros, etc.) However, this path is hard-coded in the registry under the HKEY_LOCAL_MACHINE hive so it will be used for everyone who logs onto the PC. In our environment, most customers do not have administrator rights on their PCs. When they log onto a PC that was 'set up' for someone else, they won't have any rights to the Home folder as it is under someone else's profile. They are offered the ability to create some folders (via a very confusing error message). If they do that, they don't have any of the server settings, etc. that were defined during the installation process. I 'worked' with BMC and their answer was, you guessed it, it is functioning as intended. To eliminate the error, they suggest placing the Home folder in a location where everyone can get to it. We've done this in the past with previous versions and it works, but we ran into situations where people were seeing/changing/deleting other users' macros, etc. Has anyone run into this and come up with a workable solution? We're toying around with installing and copying files to all existing profiles including the default profile so future logons would also get the 'stuff.' But, this can be messy and we shouldn't have to do it! Thanks in advance! Curt Curt A. Schryver Remedy Administrator Tyco Electronics 100 AMP Drive MS 161-043 Harrisburg, PA 17105 717-810-2109 tel 717-810-2124 fax [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: User Connected From Another Machine
-Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of [EMAIL PROTECTED] Sent: 1 mai 2007 10:44 To: arslist@ARSLIST.ORG Subject: User Connected From Another Machine Hey Folks, Users here are getting the following message on a regular basis: This user is currently connected from another machine. Would you like to attempt to override the existing connection? Now, the users are not connected from any other machines. Further, this message normally pops up as they are performing a search. The error log is filling with these messages. I have been talking to Remedy Support about this but that hasn't been any help. Their latest response was to install the patch for the user client (but they haven't told me if it actually addresses my issue) Their response prior to that one was: After some research on VPN, the problem seems to be related to the VPN configuration, which allow users to override the server routing addresses to access the same server with different IP. A possible solution is route your connection to the ARS server over the network and reroute VPN connections to the server. Your Network administrator would help you with that configuration. I talked to my network admin and was told that VPN should not be a problem because IP addresses do not change often enough or at all. Has anyone had any issues with this? Does anyone have any ideas? ARS server 7.0.01 Client 7.0.01 AIX 5.2 Oracle 9.2.0.5.0 Thanks Les Ganton ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: AR Import
If you rename the .csv to .txt, then open it in Excel the data should be treated as Text. HTH Stephen -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of L. J. Head Sent: Tuesday, May 01, 2007 10:30 AM To: arslist@ARSLIST.ORG Subject: Re: AR Import You could try telling excel that all columns are text and then resave the file...then check it with a text editor... -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L. Sent: Tuesday, May 01, 2007 6:43 AM To: arslist@ARSLIST.ORG Subject: Re: AR Import Ok, I have found out a few more details. You can't see it when viewing the .csv in excel, but when viewing in a text editor you can see that some of the paths are being enclosed in . From what I can tell, it seems to be doing this to the paths that contain ,'s. It makes sense that it would since it is a , delimited file. It sees the , in the cell and encloses the field in 's. Now I have to figure out a way around it. So far I have been unsuccessful, but at least I know what and why it is doing it. Does anyone have any ideas as to how I can get around this? Andy L. Mayfield System Operation Specialist Alabama Power Company Office: 8-226-1805 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of David Sanders Sent: Tuesday, May 01, 2007 3:22 AM To: arslist@ARSLIST.ORG Subject: Re: AR Import Hi Andy Could it be that your CSV file is wrapping some of the paths (with spaces in them) in quotes, and others (without spaces) not?? HTH David Sanders Remedy Solution Architect Enterprise Service Suite @ Work == ARS List Award Winner 2005 Best 3rd party Remedy Application See the ESS Concepts Guide tel +44 1494 468980 mobile +44 7710 377761 email [EMAIL PROTECTED] web http://www.westoverconsulting.co.uk -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L. Sent: Monday, April 30, 2007 2:04 PM To: arslist@ARSLIST.ORG Subject: Re: AR Import It's even weirder than I first thought. After closer examination I have found that it only does this to approximately 30% of the records. I can not find any pattern to it and it appears to be totally random at this time. I am exporting data from Remedy to .csv, making some modifications then importing back into Remedy via the import tool. After the import the \'s are missing from the paths on about 30% of the records. I have tried creating another temp char field and importing it, but I got the same results. Andy L. Mayfield System Operation Specialist Alabama Power Company Office: 8-226-1805 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Vyom Labs - ITSM Support Sent: Thursday, April 26, 2007 12:23 PM To: arslist@ARSLIST.ORG Subject: Re: AR Import Hi I am having ARsystem 7.x and gone through the same query that is one of the fields contain path (F:/ab/cd/efg/) and then exported the data then by using AR Import tool imported the same on a new form but i have not found any error in this process, that is i have got the same path (F:/ab/cd/efg/) without removal of /'s. So please let me know the actual process in which you are facing the problem. Thanks, Rakesh -- [EMAIL PROTECTED] www.vyomlabs.com Consulting | Oursourcing | Training || BMC Remedy BSM | ITIL | IT Governance Mayfield, Andy L. wrote: Ok, I am stumped. I used AR Import to import some data to a new form. One of the fields contains paths i.e.. F:/abc/def/ghij/, but after the import process removed the /'s and I am left with F:abcdefghij ? Anyone know what I did wrong? Andy L. Mayfield System Operation Specialist Alabama Power Company Office: 8-226-1805 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where
Re: imcoming HTML email
Hi Teresa, We use a third-party HTML-detagger here and it works like a charm! On 'AR System Email Messages' form, we set the value of plain text field with a Set fields action on submit of a filter which runs a process (basically a call to the detagger programmer with HTML as input) which spits out the plain text and then we use that plain text in our help-desk tickets. Best regards, Neel Gautam From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A. Sent: Tuesday, May 01, 2007 11:30 AM To: arslist@ARSLIST.ORG Subject: Re: imcoming HTML email Ali, What is the API Run process command that you have setup that can run via a filter and reformat the email to Plain Text? Remedy BMC never clued me in on something like this. Thanks Peter Lammey ESPN MIT Technical Services Applications Management 860-766-4761 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Fannin, Teresa Sent: 04-29-2007 03:26 PM To: arslist@ARSLIST.ORG Subject: imcoming HTML email Dear Group, Anybody know of a way to convert HTML email to text so that the text could be stored in an Incident? We are using remedy 7.0.1 patch 2 and we have a process where incoming email can become part of an Incident. I am not using any templates or any kind or instructions. The email comes in to the AR System Messages form and based on that happening we take the email information and store that in an Incident if we want to. Anyway the problem I am running into is if the email is in HTML format and if I save the HTML contents in the Notes field I get all the HTML coding with it. So I made an HTML button so if they want to see what the HTML looks like I copy the Notes field into a View field and they can see the pretty version of the what the email looks like. The problem is if the Notes fields is ever used in a report then you are back to the all the embedded code showing up. Teresa __20060125___This posting was submitted with HTML in it___ This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
DisplayInstance .Net API
Has anyone done any work with the DisplayInstance properties for fields via the .Net API? It appears that the data returned is related to the propShort and propLong columns in the field_dispProp table. Stephen ARS 6.3, 7.0 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ITSM 7.0 surveys.. Works as designed?? Or is my system jinxed??
Make sure all of the fields are set to allow any user to submit and Submitter can modify. I have had this bite me where fields not actually touched by the user are modified by workflow. -Original Message- From: [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tue, 1 May 2007 1:55 PM Subject: ITSM 7.0 surveys.. Works as designed?? Or is my system jinxed?? Has anyone got this working without any glitches for guest users? I'm trying to get it working and every other way I try (submitter mode locked, single tenancy enabled, guest user login defined for unknown users with a read access) I still get the error that the user doesn't have write access to fields on the survey form when the user tries to rate the service on the rating fields... The same error I got when my submitter mode was changeable and the application was set for multi-tenancy, with no login defined for unknown users. Now this is the baffling part.. You would think that the survey would not be saved after that error (its not a warning its an error). Check this out.. the survey does get marked as Responded! And the ratings do get saved! And what's more.. they got saved even before the submitter mode was changed from changeable to locked! They got saved even before there was a guest user defined for unknown users. Is this strange or is this strange? Joe No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.467 / Virus Database: 269.6.2/782 - Release Date: 5/1/2007 2:10 AM ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are AOL now offers free email to everyone. Find out more about what's free from AOL at AOL.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: timestamp question (set date and time)
Dan, Maybe I am not understanding your entire problem/question. If you make a new Business Time Workdays record you can set the valid time to be any thing you want. There are provisions for making your workday cross the midnight barrier by using time offsets. What field are you setting to 5:00:00 PM? I plead ignorance if you are using Helpdesk OOTB. We are a home brew shop. What is the purpose of the escalation? 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 Dan Caissie Sent: Tuesday, May 01, 2007 1:26 PM To: arslist@ARSLIST.ORG Subject: Re: timestamp question (set date and time) John you are correct that is what I was seeing when I tried to set this to 11:59PM it would push the due date to 8:00AM the start of Business time for the day. This brings the next problem if the ticket is pushed to 5:00:00PM and it's put into pending for just a moment it will be pushed to 8:00:00AM the next day. So it's possible that someone could drag out a ticket for weeks. I just see to many ways for someone to trick the system, but this is what they want to be done. Dan Caissie -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Reiser, John J Sent: Tuesday, May 01, 2007 8:27 AM To: arslist@ARSLIST.ORG Subject: Re: timestamp question (set date and time) Fred, That looks good but you would have to use a REPLACE() to change the 12:00:00 AM to 5:00:00 PM and just leave off the +5:00:00 PM. Dan, Try experimenting with the Business Time form and Process commands. If you set a record in Business Time Workdays to a Start time of 5:00:00 PM and a Stop time of 5:00:01 PM then do some creative adding of time, you can return a time of 5:00:00 PM every time. And I think it will account for DST conversions. When the time you add falls short of the Business Time start (5:00:00 PM) it will 'bump' it up to that time. Try adding 1 second to your time and it should take any time before 5 PM and bump it up to 5 PM. Any time after 5 PM will be bumped to 5 PM of the next day listed in your Business Time Workdays record. So if you were to skip Sat Sun all times created after 5PM Fri would be set in the new field as 5 PM Monday. Hope that makes some sense. 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 Grooms, Frederick W Sent: Monday, April 30, 2007 5:26 PM To: arslist@ARSLIST.ORG Subject: Re: timestamp question (set date and time) ** You can always set a Character field to $DATE$ + 5:00:00 PM and then move that to your Date/Time field Fred From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Eric Cleereman (IT) Sent: Monday, April 30, 2007 12:56 PM To: arslist@ARSLIST.ORG Subject: Re: timestamp question (set date and time) ** This should logic should work, unless the date happens to fall on the first day of Daylight Saving Time or of Standard Time, at which point the time set would end up being 6:00 PM or 4:00 PM. Aside from a lookup table, does anyone have any ideas how to prevent this logic from running into problems on those dates? Eric Cleereman -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Wacholz, Jeanette (Jenni) Sent: Monday, April 30, 2007 1:29 PM To: arslist@ARSLIST.ORG Subject: Re: timestamp question (set date and time) ** $DATE$ + (60*(60*17)) should always give you 5pm of the current date as long as the escalation runs between midnight and 5pm. Jenni Wacholz Remedy Administration Coventry Health Care Inc 480-445-2517 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Dan Caissie Sent: Monday, April 30, 2007 6:47 AM To: arslist@ARSLIST.ORG Subject: timestamp question (set date and time) ** Good Monday morning everyone :-) I have an escalation that runs at 1AM and what I want it to do is set a field to 5 PM for the current day. 4/DATE/2007 5:00:00 PM right now I was doing $TIMESTAMP$ + (60 * (60 * 16)) but if the escalation is delayed at all it will push the timestamp past 5 PM. So is there better
Re: ITSM 7.0 surveys.. Works as designed?? Or is my system jinxed??
I hate to ask the obvious, but have you run Active Link and Filter logs to see what is actually happening? Sounds like there might be missing public permissions on a secondary form or field located on a secondary form? Thad Esser Remedy Developer Argue for your limitations, and sure enough, they're yours.-- Richard Bach Joe D'Souza [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 05/01/2007 10:55 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject ITSM 7.0 surveys.. Works as designed?? Or is my system jinxed?? Has anyone got this working without any glitches for guest users? I'm trying to get it working and every other way I try (submitter mode locked, single tenancy enabled, guest user login defined for unknown users with a read access) I still get the error that the user doesn't have write access to fields on the survey form when the user tries to rate the service on the rating fields... The same error I got when my submitter mode was changeable and the application was set for multi-tenancy, with no login defined for unknown users. Now this is the baffling part.. You would think that the survey would not be saved after that error (its not a warning its an error). Check this out.. the survey does get marked as Responded! And the ratings do get saved! And what's more.. they got saved even before the submitter mode was changed from changeable to locked! They got saved even before there was a guest user defined for unknown users. Is this strange or is this strange? Joe No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.467 / Virus Database: 269.6.2/782 - Release Date: 5/1/2007 2:10 AM ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ***IMPORTANT NOTICE: This communication, including any attachment, contains information that may be confidential or privileged, and is intended solely for the entity or individual to whom it is addressed. If you are not the intended recipient, you should delete this message and are hereby notified that any disclosure, copying, or distribution of this message is strictly prohibited. Nothing in this email, including any attachment, is intended to be a legally binding signature.*** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Installation of ARS 6.3 patch 20
Sue, It appears you have used the file replace method to install this patch.. There is a known issue with ARS 6.3 upgrade to patch 20.. The file replacement method of installing the patch fails with exactly the same error that you pointed out.. Instead download the installer and upgrade the ARS Server using the installer to install that patch.. It will work.. Hope this helps.. Cheers Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Barber, Sue Sent: Tuesday, May 01, 2007 11:04 AM To: arslist@ARSLIST.ORG Subject: Installation of ARS 6.3 patch 20 ** Hello all, We installed ARS 6.3, patch 20 on a new db instance of Oracle 10g and are getting the following errors – cant’ seem to pinpoint where the issue is. This system is a Solaris system – Oracle 10g with 9 libraries, we have two instances of Remedy (one for development and one for test on this box). We installed the development with no problems, started out test environment install yesterday and it appears to be grabbing pieces of both instances, as well as missing libraries.Any help would be greatly appreciated. Sue # ps -ef | grep ars root 3806 1 0 16:28:23 pts/70:00 /apps/arsint/arora/bin/armonitor -s corpdev2 -c /etc/arsystem/corpdev2/armonito ars 1718 28298 0 12:36:23 pts/13 0:00 -ksh root 3813 3806 0 16:28:23 pts/70:00 /apps/ars/arora/bin/arplugin -s corpdev2 -i /apps/ars/arora root 5388 5377 0 16:35:12 pts/60:00 grep ars root 3812 3806 0 16:28:23 pts/70:00 /apps/ars/arora/bin/arsvcdsp -s corpdev2 -d /apps/ars/arora [EMAIL PROTECTED] # cd /apps/arsint/arora/bin [EMAIL PROTECTED] # ./arsystem stop Action Request System shutdown in progress. Action Request System shutdown process complete. [EMAIL PROTECTED] # [EMAIL PROTECTED] # ./arsystem start Action Request System initializing. Starting AR System Server (ARNOTE 0) AR Monitor version 6.03.00 patch 020 started. (ARNOTE 0) AR Monitor started. ld.so.1: arserverd: fatal: libxerces-c1_7_0.so: open failed: No such file or directory (ARNOTE 0) Unable to receive indication that server is up. (ARNOTE 0) Server (pid:5613) died with 9. ld.so.1: arserverd: fatal: libxerces-c1_7_0.so: open failed: No such file or directory (ARNOTE 0) Unable to receive indication that server is up. (ARNOTE 0) Server (pid:5614) died with 9. ld.so.1: arserverd: fatal: libxerces-c1_7_0.so: open failed: No such file or directory (ARNOTE 0) Unable to receive indication that server is up. (ARNOTE 0) Server (pid:5615) died with 9. ld.so.1: arserverd: fatal: libxerces-c1_7_0.so: open failed: No such file or directory (ARNOTE 0) Unable to receive indication that server is up. (ARNOTE 0) Tried 4 restarts in 30 seconds. I give up at Mon Apr 30 16:35:41 2007 Action Request System AR System Application Command Dispatcher Version 6.03.00 Remedy, a BMC Software company. Copyright (c) 1998 - 2005 BMC Software, Inc. All rights reserved. Action Request System(R) Plug-In Server Version 6.03.00 Remedy, a BMC Software company. Copyright (c) 2001 - 2005 BMC Software, Inc. All rights reserved. 390695 : An error has occurred while loading a plug-in. (ARERR 8756) ld.so.1: arplugin: fatal: libjvm.so: open failed: No such file or directory __20060125___This posting was submitted with HTML in it___ No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.467 / Virus Database: 269.6.2/782 - Release Date: 5/1/2007 2:10 AM ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Password
Hi All, Is it possible to have 2 password fields for comparision on one form? If not then how would one compare a User form password to a character field? Thanks, Jackson _ Mortgage rates near historic lows. Refinance $200,000 loan for as low as $771/month* https://www2.nextag.com/goto.jsp?product=10035url=%2fst.jsptm=ysearch=mortgage_text_links_88_h27f8disc=yvers=689s=4056p=5117 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Will a Warning Message stop an Escalation
Will a warning message filter stop an escalation from running? I know error messages will, just didn't know if a warning would or not? Thanks Kyle -- Kyle Whitley IT System Support Professional Office of Information and Instructional Technology (OIIT) Board of Regents of the University System of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
7.0.1 Patch2 Solaris - Problems
Has anyone upgraded to 7.0.1 patch2 on Solaris? Our server is bouncing pretty often after upgrading to patch 2. Is anyone else experiencing this? We get the following stack trace in the arerror.log file each time the server bounces: Tue May 1 13:33:03 2007 390620 : AR System server terminated when a signal/exception was received by the server (ARNOTE 20) Tue May 1 13:33:03 2007 11 Timestamp: Tue May 01 2007 13:33:03.5130 Thread Id: 33 Version: 7.0.01 patch 002 200704021644 Apr 2 2007 17:18:55 ServerName: rm00p10 Database: SQL -- Oracle Hardware: sun4u OS: SunOS 5.9 RPC Id: 28155 RPC Call: 3 (CE) RPC Queue: 390620 Client: User xx from Remedy User (protocol 11) at IP address 1.2.3.4 Form: Logging On: API Filter SQL User Thread Stacks: /prod/sys/remedy/bin/arserverd:DumpStackTrace+0x88 /prod/sys/remedy/bin/arserverd:SignalTrapProc+0x160 /usr/lib/libthread.so.1:0x15bac /usr/lib/libthread.so.1:0xf804 /usr/lib/libthread.so.1:0xf9b4 /usr/platform/sun4u-us3/lib/libc_psr.so.1:memset+0x140 [ Signal 11 (SEGV)] /prod/sys/remedy/bin/arserverd:SendNotification+0x41fc The stack traces vary slightly: Stacks: /prod/sys/remedy/bin/arserverd:DumpStackTrace+0x88 /prod/sys/remedy/bin/arserverd:SignalTrapProc+0x160 /usr/lib/libthread.so.1:0x15bac /usr/lib/libthread.so.1:0xf804 /usr/lib/libthread.so.1:0xf9b4 /usr/platform/sun4u-us3/lib/libc_psr.so.1:memset+0x140 [ Signal 11 (SEGV)] /prod/sys/remedy/bin/arserverd:SendNotification+0x41fc /prod/sys/remedy/bin/arserverd:DumpStackTrace+0x88 /prod/sys/remedy/bin/arserverd:SignalTrapProc+0x160 /usr/lib/libthread.so.1:0x15bac /usr/lib/libthread.so.1:0xf804 /usr/lib/libthread.so.1:0xf9b4 /usr/platform/sun4u-us3/lib/libc_psr.so.1:memset+0x140 [ Signal 11 (SEGV)] /prod/sys/remedy/bin/arserverd:SendNotification+0x41fc /prod/sys/remedy/bin/arserverd:DumpStackTrace+0x88 /prod/sys/remedy/bin/arserverd:SignalTrapProc+0x160 /usr/lib/libthread.so.1:0x15bac /usr/lib/libthread.so.1:0xf804 /usr/lib/libthread.so.1:0xf9b4 /usr/lib/libc.so.1:strlen+0x1c [ Signal 11 (SEGV)] /prod/sys/remedy/bin/arserverd:Ar_xdr_string+0xf0 /prod/sys/remedy/bin/arserverd:xdr_ArCharLimitsStruct+0x38 /prod/sys/remedy/bin/arserverd:xdr_ArFieldLimitStruct+0x9c /usr/lib/libnsl.so.1:xdr_free+0x14 /prod/sys/remedy/bin/arserverd:V8ToV1FieldLimitList+0x13c /prod/sys/remedy/bin/arserverd:argetmultiplefields_7_svc+0x760 /prod/sys/remedy/bin/arserverd:HandleRPCs+0x134e0 /prod/sys/remedy/bin/arserverd:WorkerThread+0x5f4 /prod/sys/remedy/bin/arserverd:RestartableThreadMain+0x60 /prod/sys/remedy/bin/arserverd:UnixThreadStartRoutine+0xe8 /usr/lib/libthread.so.1:0x15854 /prod/sys/remedy/bin/arserverd:DumpStackTrace+0x88 /prod/sys/remedy/bin/arserverd:SignalTrapProc+0x160 /usr/lib/libthread.so.1:0x15bac /usr/lib/libthread.so.1:0xf804 /usr/lib/libthread.so.1:0xf9b4 /usr/platform/sun4u-us3/lib/libc_psr.so.1:memset+0x140 [ Signal 11 (SEGV)] /prod/sys/remedy/bin/arserverd:SendNotification+0x41fc Thanks, Axton Grams ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: imcoming HTML email
I'd say pass it through a perl script. Procmail anyone? http://www.stonehenge.com/merlyn/UnixReview/col37.html http://www.perlmonks.org/?node_id=53404 Not sure what would happen to attachments, but it'd be a fun exercise. -tony -- Tony Worthington [EMAIL PROTECTED] 262-703-5911 Lammey, Peter A. [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 05/01/2007 11:29 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: imcoming HTML email ** Ali, What is the API Run process command that you have setup that can run via a filter and reformat the email to Plain Text? Remedy BMC never clued me in on something like this. Thanks Peter Lammey ESPN MIT Technical Services Applications Management 860-766-4761 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ali Musa Sent: Monday, April 30, 2007 2:15 AM To: arslist@ARSLIST.ORG Subject: Re: imcoming HTML email ** You can make a listener using a filter to the incoming email on AR System Email Messages and then build API over that and exute using RUN Process to do the conversion. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Fannin, Teresa Sent: 04-29-2007 03:26 PM To: arslist@ARSLIST.ORG Subject: imcoming HTML email Dear Group, Anybody know of a way to convert HTML email to text so that the text could be stored in an Incident? We are using remedy 7.0.1 patch 2 and we have a process where incoming email can become part of an Incident. I am not using any templates or any kind or instructions. The email comes in to the AR System Messages form and based on that happening we take the email information and store that in an Incident if we want to. Anyway the problem I am running into is if the email is in HTML format and if I save the HTML contents in the Notes field I get all the HTML coding with it. So I made an HTML button so if they want to see what the HTML looks like I copy the Notes field into a View field and they can see the pretty version of the what the email looks like. The problem is if the Notes fields is ever used in a report then you are back to the all the embedded code showing up. Teresa __20060125___This posting was submitted with HTML in it___ Disclaimer: The information in this email and in any files transmitted with it, is intended only for the addressee and may contain confidential and/or privileged material. Access to this email by anyone else is unauthorized. If you receive this in error, please contact the sender immediately and delete the material from any computer. If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted to be taken in reliance on it, is strictly prohibited. Statement and opinions expressed in this e-mail are those of the sender, and do not necessarily reflect those of STC. __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ CONFIDENTIALITY NOTICE: This is a transmission from Kohl's Department Stores, Inc. and may contain information which is confidential and proprietary. If you are not the addressee, any disclosure, copying or distribution or use of the contents of this message is expressly prohibited. If you have received this transmission in error, please destroy it and notify us immediately at 262-703-7000. CAUTION: Internet and e-mail communications are Kohl's property and Kohl's reserves the right to retrieve and read any message created, sent and received. Kohl's reserves the right to monitor messages to or from authorized Kohl's Associates at any time without any further consent. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Adding a field on a view only form
The table were the view only form was updated with a new Field. How can I add this to the form the option is grayed out. But if I create a new view only form I can see the new field. If I delete the from then all related work is also deleted. 6.3 Patch 20 UNIX Oracle 9i John Atherly American Power Conversion [EMAIL PROTECTED] 401-789-5735 Ext. 2120 1-800-788-2208 Ext. 2120 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: User Connected From Another Machine
We have had the same issue with Remedy 6.3 not patch. Remedy support gave us the same answer - YOU NEED TO PATCH. We put on patch 18. That was the one that was going to address and correct the error. Well we don't see the error as much but it is still out there. Remedy said it had to be VPN related, however 50% of my user, with the error do not use VPN. It also happen more frequently with users that have laptops. The user that are on a Desk Top do not get the error that much. Maybe 0.5% of the errors are from Desk Top users. Bottom Line: The occurrences of the error has diminished, but has not gone away completely. Thanks, Larry Zimmermann Remedy Team 4400 Dacoma, BH2, 1433F, Houston, Tx (Office)713-431-0172 (Cell) 713-899-6146 [EMAIL PROTECTED] TIES.COM Sent by: To Action arslist@ARSLIST.ORG Request System cc discussion list(ARSList)Subject [EMAIL PROTECTED] User Connected From Another Machine ST.ORG 05/01/2007 09:44 AM Please respond to [EMAIL PROTECTED] T.ORG Hey Folks, Users here are getting the following message on a regular basis: This user is currently connected from another machine. Would you like to attempt to override the existing connection? Now, the users are not connected from any other machines. Further, this message normally pops up as they are performing a search. The error log is filling with these messages. I have been talking to Remedy Support about this but that hasn't been any help. Their latest response was to install the patch for the user client (but they haven't told me if it actually addresses my issue) Their response prior to that one was: After some research on VPN, the problem seems to be related to the VPN configuration, which allow users to override the server routing addresses to access the same server with different IP. A possible solution is route your connection to the ARS server over the network and reroute VPN connections to the server. Your Network administrator would help you with that configuration. I talked to my network admin and was told that VPN should not be a problem because IP addresses do not change often enough or at all. Has anyone had any issues with this? Does anyone have any ideas? ARS server 7.0.01 Client 7.0.01 AIX 5.2 Oracle 9.2.0.5.0 Thanks Les Ganton ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Adding a field on a view only form
The table were the view only form was updated with a new Field. How can I add this to the form the option is grayed out. But if I create a new view only form I can see the new field. If I delete the from then all related work is also deleted. 6.3 Patch 20 UNIX Oracle 9i John Atherly American Power Conversion [EMAIL PROTECTED] 401-789-5735 Ext. 2120 1-800-788-2208 Ext. 2120 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: User Connected From Another Machine
I don't know if this is your case or not, but I had a similar problem here with a few of my users (we all use laptops). It turned out they were putting their laptops in suspend mode which released their IP address and grabbed a new one when it came out of suspend. After my users started exiting Remedy before putting their laptops in suspend, the problem was resolved. Kelly G. Hundley Systems Administrator Information Systems Wake Forest University -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Tuesday, May 01, 2007 10:44 AM To: arslist@ARSLIST.ORG Subject: User Connected From Another Machine Hey Folks, Users here are getting the following message on a regular basis: This user is currently connected from another machine. Would you like to attempt to override the existing connection? Now, the users are not connected from any other machines. Further, this message normally pops up as they are performing a search. The error log is filling with these messages. I have been talking to Remedy Support about this but that hasn't been any help. Their latest response was to install the patch for the user client (but they haven't told me if it actually addresses my issue) Their response prior to that one was: After some research on VPN, the problem seems to be related to the VPN configuration, which allow users to override the server routing addresses to access the same server with different IP. A possible solution is route your connection to the ARS server over the network and reroute VPN connections to the server. Your Network administrator would help you with that configuration. I talked to my network admin and was told that VPN should not be a problem because IP addresses do not change often enough or at all. Has anyone had any issues with this? Does anyone have any ideas? ARS server 7.0.01 Client 7.0.01 AIX 5.2 Oracle 9.2.0.5.0 Thanks Les Ganton ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Adding a field on a view only form
The table were the view only form was updated with a new Field. How can I add this to the form the option is grayed out. But if I create a new view only form I can see the new field. If I delete the from then all related work is also deleted. 6.3 Patch 20 UNIX Oracle 9i ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Need Help Getting a WSDL Consumed with .NET C#
We are also trying to consume a remedy webservice with little results and huge headaches. We are trying to get a incident ticket back from remedy but we keep getting the error: Uncaught SoapFault exception: [soapenv:Server.userException] java.lang.NullPointerException We are trying to connect via PHP, here is our code: ?php $client = new SoapClient( http://remedyweb/WSDL/public/remedy/BZ_Incident; ); $parms = array( 'Incident_ID' = INC00038137); $result = $client-__soapCall(OpGetList, $parms); print Success!; ? Could anyone comment on this please? Are we doing this correctly? I remember reading something about sending XML to get a response back... -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Bob Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
ARImport
Background ARImport Tool 7.0.01 patch 002 All of the On Merge filters have been disabled Make Required Fields Optional During Import is selected Problem: Record 1 : Required field (without a default) not specified -- Priority (ARERR 307) Required field (without a default) not specified -- Urgency (ARERR 307) According to the manual, if the Make Required Fields Optional During Import setting is selected, I should not be receiving this error message . .. Or, did I misread the manual? Scott Parrish IT Prophets, LLC myhosting.com - Premium Microsoft® Windows® and Linux web and application hosting - http://link.myhosting.com/myhosting ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Incident Report
Hi list, Trying to print off an Incident Report (ITSM 7.01) - just the regular incident summary report (Print button beside the Save and Close button) and all of the fields are blank (even the Incident Number). I have checked that the report - Help Desk (English) - is in the Report form on the server and the Crystal report is in the attachment field on this form. Any ideas? Thanks. -- Derek Fernandes Programmer Analyst U of C Information Technologies ES 1010, University of Calgary Calgary, Alberta T2N 1N4 403.210.9879 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: User Connected From Another Machine
Hi Les I had this issue with the 6.3 client tool and it was down to a windows mobile device being connected and grabbing its own IP address and this confusing ARS it was fixed in a patch and now the only message like that I get are genuine ones, might be worth checking if they have a something like a phone connected that runs windows mobile, bit of a long shot as it should have remained fixed in the 7 clients but worth checking out. Cheers Robert -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: 01 May 2007 15:44 To: arslist@ARSLIST.ORG Subject: User Connected From Another Machine Hey Folks, Users here are getting the following message on a regular basis: This user is currently connected from another machine. Would you like to attempt to override the existing connection? Now, the users are not connected from any other machines. Further, this message normally pops up as they are performing a search. The error log is filling with these messages. I have been talking to Remedy Support about this but that hasn't been any help. Their latest response was to install the patch for the user client (but they haven't told me if it actually addresses my issue) Their response prior to that one was: After some research on VPN, the problem seems to be related to the VPN configuration, which allow users to override the server routing addresses to access the same server with different IP. A possible solution is route your connection to the ARS server over the network and reroute VPN connections to the server. Your Network administrator would help you with that configuration. I talked to my network admin and was told that VPN should not be a problem because IP addresses do not change often enough or at all. Has anyone had any issues with this? Does anyone have any ideas? ARS server 7.0.01 Client 7.0.01 AIX 5.2 Oracle 9.2.0.5.0 Thanks Les Ganton ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.467 / Virus Database: 269.6.2/784 - Release Date: 01/05/2007 14:57 No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.467 / Virus Database: 269.6.2/784 - Release Date: 01/05/2007 14:57 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Problem with Filter Loop Guide
Hi Everyone, I'm having an issue getting a Filter table loop to work. It was intermittent at best as an Active Link Loop Guide, so I switched it to a Filter Loop Guide, and had better results (got it to work perfectly on our DEV box). Then I migrated it to our Test box; the objects are all the same but the darn thing gets stuck on the first record. There are 6 records in my table and it only reads the column data from the first one (6 times) instead of looping through the 6 records in the table. Has anyone seen this functionality only read the first record, but read it the same number of times that there are records in the table? Any help would be greatly appreciated. Regards, Marco Rasile Manager - Applications Development Bell Canada 220 Simcoe Street Toronto, ON, M5T 1T4 Home Office: 905-826-5082 Office: 416-353-1902 Fax: 416-260-9839 [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: User Connected From Another Machine
Gee Les - we get it all the time too on 6.3 Patch 20 with web users, but we were under the impression that they fixed that with the Patch 21. You are on 7.x so what the heck is that about? From the sounds of it, this is an ongoing issue. I know for lack of time right now to get us to Patch 21, we are left with users hanging after saying Yes to the message and we have to release their licenses. None of our users are on VPN. Please keep us posted on whatever you discover. Now I don't want to move to 7.x since this problem has been a bit of a nightmare already. Hope all is well with you. :) Candace -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Plante, Martin Sent: Tuesday, May 01, 2007 11:27 AM To: arslist@ARSLIST.ORG Subject: Re: User Connected From Another Machine -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of [EMAIL PROTECTED] Sent: 1 mai 2007 10:44 To: arslist@ARSLIST.ORG Subject: User Connected From Another Machine Hey Folks, Users here are getting the following message on a regular basis: This user is currently connected from another machine. Would you like to attempt to override the existing connection? Now, the users are not connected from any other machines. Further, this message normally pops up as they are performing a search. The error log is filling with these messages. I have been talking to Remedy Support about this but that hasn't been any help. Their latest response was to install the patch for the user client (but they haven't told me if it actually addresses my issue) Their response prior to that one was: After some research on VPN, the problem seems to be related to the VPN configuration, which allow users to override the server routing addresses to access the same server with different IP. A possible solution is route your connection to the ARS server over the network and reroute VPN connections to the server. Your Network administrator would help you with that configuration. I talked to my network admin and was told that VPN should not be a problem because IP addresses do not change often enough or at all. Has anyone had any issues with this? Does anyone have any ideas? ARS server 7.0.01 Client 7.0.01 AIX 5.2 Oracle 9.2.0.5.0 Thanks Les Ganton ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
ITSM 7 Operational Categorizations
I am searching for good examples of how to set up the Operational Categorization sets in ITSM 7.0, and finding the pickings pretty slim (the Remedy KB is typically sparse). Conceptually, I know that it needs to complement the Product Categorization, primarily by NOT duplicating the information contained therein. Knowing that I want to keep them related to symptoms that would be reported by users while still being useful in reporting, here's kinda what I am thinking about here. TIER 1TIER 2 TIER 3 Application Request Installation Application Problem Connectivity Application Problem Functionality HardwareRequestUpgrade HardwareProblemPeripheral Unfortunately, there don't seem to be many examples of a good setup of Cat 1,2,3 for the Op. Cats, (yes, I have seen the sample data) and I'm struggling to format a good, consistent set on my own. Does the example I included make sense, or do you see problems with it? Rick Cook ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ITSM 7 Operational Categorizations
Your Tier 1 and 3 need to be reversed then it will make sense with the new ITIL driven design concepts. -Original Message- From: [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tue, 1 May 2007 6:41 PM Subject: ITSM 7 Operational Categorizations ** I am searching for good examples of how to set up the Operational Categorization sets in ITSM 7.0, and finding the pickings pretty slim (the Remedy KB is typically sparse). Conceptually, I know that it needs to complement the Product Categorization, primarily by NOT duplicating the information contained therein. Knowing that I want to keep them related to symptoms that would be reported by users while still being useful in reporting, here's kinda what I am thinking about here. TIER 1TIER 2 TIER 3 Application Request Installation Application Problem Connectivity Application Problem Functionality HardwareRequestUpgrade HardwareProblemPeripheral Unfortunately, there don't seem to be many examples of a good setup of Cat 1,2,3 for the Op. Cats, (yes, I have seen the sample data) and I'm struggling to format a good, consistent set on my own. Does the example I included make sense, or do you see problems with it? Rick Cook __20060125___This posting was submitted with HTML in it___ AOL now offers free email to everyone. Find out more about what's free from AOL at AOL.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Need Help Getting a WSDL Consumed with .NET C#
It looks like you are missing the SOAP Header with the login information. Try something like the following before the $result line $auth-userName = ServerLogin;// use $_GET[ServerLogin] for parameterized login name $auth-password = ServerPwd; // use $_GET[ServerPwd] for parameterized password $authvalues = new SoapVar($auth, SOAP_ENC_OBJECT); $header = new SoapHeader(OpGetList, AuthenticationInfo, $authvalues, false); $client-__setSoapHeaders(array($header)); Fred From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Robert Halstead Sent: Tuesday, May 01, 2007 3:55 PM To: arslist@ARSLIST.ORG Subject: Re: Need Help Getting a WSDL Consumed with .NET C# ** We are also trying to consume a remedy webservice with little results and huge headaches. We are trying to get a incident ticket back from remedy but we keep getting the error: Uncaught SoapFault exception: [soapenv: Server.userException] java.lang.NullPointerException We are trying to connect via PHP, here is our code: ?php $client = new SoapClient( http://remedyweb/WSDL/public/remedy/BZ_Incident ); $parms = array ( 'Incident_ID' = INC00038137 ); $result = $client -__soapCall( OpGetList, $parms ); print Success! ; ? Could anyone comment on this please? Are we doing this correctly? I remember reading something about sending XML to get a response back... -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Bob Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ARImport
One of your 'Merge' Filters is probably pushing fields to another form where that field is required on the other form.. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of [EMAIL PROTECTED] Sent: Tuesday, May 01, 2007 5:31 PM To: arslist@ARSLIST.ORG Subject: ARImport Background ARImport Tool 7.0.01 patch 002 All of the On Merge filters have been disabled Make Required Fields Optional During Import is selected Problem: Record 1 : Required field (without a default) not specified -- Priority (ARERR 307) Required field (without a default) not specified -- Urgency (ARERR 307) According to the manual, if the Make Required Fields Optional During Import setting is selected, I should not be receiving this error message . .. Or, did I misread the manual? Scott Parrish IT Prophets, LLC myhosting.com - Premium Microsoft® Windows® and Linux web and application hosting - http://link.myhosting.com/myhosting ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.467 / Virus Database: 269.6.2/784 - Release Date: 5/1/2007 2:57 PM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.467 / Virus Database: 269.6.2/784 - Release Date: 5/1/2007 2:57 PM ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Password
Read up help/documentation on the Run Process action Application-Confirm-Password Then use it on a Edit Masked display type fields Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Jack Samson Sent: Tuesday, May 01, 2007 2:48 PM To: arslist@ARSLIST.ORG Subject: Password Hi All, Is it possible to have 2 password fields for comparision on one form? If not then how would one compare a User form password to a character field? Thanks, Jackson _ Mortgage rates near historic lows. Refinance $200,000 loan for as low as $771/month* https://www2.nextag.com/goto.jsp?product=10035url=%2fst.jsptm=ysearch =mortgage_text_links_88_h27f8disc=yvers=689s=4056p=5117 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.467 / Virus Database: 269.6.2/784 - Release Date: 5/1/2007 2:57 PM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.467 / Virus Database: 269.6.2/784 - Release Date: 5/1/2007 2:57 PM ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Problem with Filter Loop Guide
Only when you are doing a table refresh inside the loop. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Marco Rasile Sent: Tuesday, May 01, 2007 5:11 PM To: arslist@ARSLIST.ORG Subject: Problem with Filter Loop Guide ** Hi Everyone, I'm having an issue getting a Filter table loop to work. It was intermittent at best as an Active Link Loop Guide, so I switched it to a Filter Loop Guide, and had better results (got it to work perfectly on our DEV box). Then I migrated it to our Test box; the objects are all the same but the darn thing gets stuck on the first record. There are 6 records in my table and it only reads the column data from the first one (6 times) instead of looping through the 6 records in the table. Has anyone seen this functionality only read the first record, but read it the same number of times that there are records in the table? Any help would be greatly appreciated. Regards, Marco Rasile Manager - Applications Development Bell Canada 220 Simcoe Street Toronto, ON, M5T 1T4 Home Office: 905-826-5082 Office: 416-353-1902 Fax: 416-260-9839 [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ITSM 7.0 surveys.. Works as designed?? Or is my system jinxed??
I did take filter logs but am yet to analyze them. Didn't take AL logs because this error can be reproduced only on the web tier under a 'certain' condition and not the AR User tool.. it works as designed on the AR user tool.. On the web it doesn't only work when the guest user accesses the survey by clicking on the link that the email notification contains which launches the survey.. However, if the same guest user logs into the requester console (be it the web or the user tool) and accesses the available surveys via the View Survey link from the vertical navigation bar, it works.. the user can save the survey - no error.. The strange thing is it does appear like the values are saved even after the error as if I browse the survey form I can see the values the user attempted to save the survey with. However again if I use the link from the email to see that survey, the record opens with null values in the response fields.. So I'm assuming there is some workflow on window open that sets these values to null when opened using that link on the web.. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Thad K Esser Sent: Tuesday, May 01, 2007 2:44 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7.0 surveys.. Works as designed?? Or is my system jinxed?? ** I hate to ask the obvious, but have you run Active Link and Filter logs to see what is actually happening? Sounds like there might be missing public permissions on a secondary form or field located on a secondary form? Thad Esser Remedy Developer Argue for your limitations, and sure enough, they're yours.-- Richard Bach Joe D'Souza [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 05/01/2007 10:55 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject ITSM 7.0 surveys.. Works as designed?? Or is my system jinxed?? Has anyone got this working without any glitches for guest users? I'm trying to get it working and every other way I try (submitter mode locked, single tenancy enabled, guest user login defined for unknown users with a read access) I still get the error that the user doesn't have write access to fields on the survey form when the user tries to rate the service on the rating fields... The same error I got when my submitter mode was changeable and the application was set for multi-tenancy, with no login defined for unknown users. Now this is the baffling part.. You would think that the survey would not be saved after that error (its not a warning its an error). Check this out.. the survey does get marked as Responded! And the ratings do get saved! And what's more.. they got saved even before the submitter mode was changed from changeable to locked! They got saved even before there was a guest user defined for unknown users. Is this strange or is this strange? Joe No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.467 / Virus Database: 269.6.2/782 - Release Date: 5/1/2007 2:10 AM __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ***IMPORTANT NOTICE: This communication, including any attachment, contains information that may be confidential or privileged, and is intended solely for the entity or individual to whom it is addressed. If you are not the intended recipient, you should delete this message and are hereby notified that any disclosure, copying, or distribution of this message is strictly prohibited. Nothing in this email, including any attachment, is intended to be a legally binding signature.*** __20060125___This posting was submitted with HTML in it___ No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.467 / Virus Database: 269.6.2/784 - Release Date: 5/1/2007 2:57 PM ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ARImport
Thanks for the response Joe, but as I said, all merge filters have been disabled. Scott Original Message: - From: Joe D'Souza [EMAIL PROTECTED] Date: Tue, 1 May 2007 19:01:56 -0400 To: arslist@ARSLIST.ORG Subject: Re: ARImport One of your 'Merge' Filters is probably pushing fields to another form where that field is required on the other form.. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of [EMAIL PROTECTED] Sent: Tuesday, May 01, 2007 5:31 PM To: arslist@ARSLIST.ORG Subject: ARImport Background ARImport Tool 7.0.01 patch 002 All of the On Merge filters have been disabled Make Required Fields Optional During Import is selected Problem: Record 1 : Required field (without a default) not specified -- Priority (ARERR 307) Required field (without a default) not specified -- Urgency (ARERR 307) According to the manual, if the Make Required Fields Optional During Import setting is selected, I should not be receiving this error message . .. Or, did I misread the manual? Scott Parrish IT Prophets, LLC myhosting.com - Premium Microsoft® Windows® and Linux web and application hosting - http://link.myhosting.com/myhosting ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.467 / Virus Database: 269.6.2/784 - Release Date: 5/1/2007 2:57 PM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.467 / Virus Database: 269.6.2/784 - Release Date: 5/1/2007 2:57 PM ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are mail2web LIVE Free email based on Microsoft® Exchange technology - http://link.mail2web.com/LIVE ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ITSM 7 Operational Categorizations
Hey, Roger, I think I came up with something that works - naturally, after I posted my request (Side note: The ARSList is so powerful, just posting to it makes me smarter, even before responses come in). Tell me what you think of this. Basically, it involves breaking down a request from a user like this: (User): I would like you to (Tier 1) the/an (Tier 2) on/for my (Tier 3). Example: Tier 1 - Install; Tier 2 - Application; Tier 3 - Desktop. Tier 1 - Fix;Tier 2 - Connectivity; Tier 3 - Email. That seem to make sense? Rick _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Roger Justice Sent: Tuesday, May 01, 2007 3:59 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 Operational Categorizations ** Your Tier 1 and 3 need to be reversed then it will make sense with the new ITIL driven design concepts. -Original Message- From: [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tue, 1 May 2007 6:41 PM Subject: ITSM 7 Operational Categorizations ** I am searching for good examples of how to set up the Operational Categorization sets in ITSM 7.0, and finding the pickings pretty slim (the Remedy KB is typically sparse). Conceptually, I know that it needs to complement the Product Categorization, primarily by NOT duplicating the information contained therein. Knowing that I want to keep them related to symptoms that would be reported by users while still being useful in reporting, here's kinda what I am thinking about here. TIER 1TIER 2 TIER 3 Application Request Installation Application Problem Connectivity Application Problem Functionality HardwareRequestUpgrade HardwareProblemPeripheral Unfortunately, there don't seem to be many examples of a good setup of Cat 1,2,3 for the Op. Cats, (yes, I have seen the sample data) and I'm struggling to format a good, consistent set on my own. Does the example I included make sense, or do you see problems with it? Rick Cook __20060125___This posting was submitted with HTML in it___ _ AOL now offers free email to everyone. Find out more about what's free from AOL at http://www.aol.com?ncid=AOLAOF0002000437 AOL.com. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ITSM 7.0 surveys.. Works as designed?? Or is my system jinxed??
you will have to modify workflow to push submitter as the intended client So if you want john smith 23 to respond to the survey push john smith 23 out as the submitter -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza Sent: Tuesday, May 01, 2007 4:03 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7.0 surveys.. Works as designed?? Or is my system jinxed?? ** An update.. This does work from the AR User tool just fine.. its just the mid tier that exibits this behavior.. I was using the mid tier for testing all along so noticed this behavior on the mid tier but when I tried to replicate this over the AR User tool, its all good.. Joe - Original Message From: Joe D'Souza [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tuesday, May 1, 2007 1:55:54 PM Subject: ITSM 7.0 surveys.. Works as designed?? Or is my system jinxed?? Has anyone got this working without any glitches for guest users? I'm trying to get it working and every other way I try (submitter mode locked, single tenancy enabled, guest user login defined for unknown users with a read access) I still get the error that the user doesn't have write access to fields on the survey form when the user tries to rate the service on the rating fields... The same error I got when my submitter mode was changeable and the application was set for multi-tenancy, with no login defined for unknown users. Now this is the baffling part.. You would think that the survey would not be saved after that error (its not a warning its an error). Check this out.. the survey does get marked as Responded! And the ratings do get saved! And what's more.. they got saved even before the submitter mode was changed from changeable to locked! They got saved even before there was a guest user defined for unknown users. Is this strange or is this strange? Joe Ahhh...imagining that irresistible new car smell? Check out new cars at Yahoo! Autos. http://us.rd.yahoo.com/evt=48245/*http://autos.yahoo.com/new_cars.html; _ylc=X3oDMTE1YW1jcXJ2BF9TAzk3MTA3MDc2BHNlYwNtYWlsdGFncwRzbGsDbmV3LWNhcnM - __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: 7.0.1 Patch2 Solaris - Problems
Axton, Are we getting tired of these patches ? I feel bad you even went to it ! I am about to do the same thing, go to patch 2, even though I really need patch 3. Which is not even out of beta.. On 5/1/07, Axton [EMAIL PROTECTED] wrote: Has anyone upgraded to 7.0.1 patch2 on Solaris? Our server is bouncing pretty often after upgrading to patch 2. Is anyone else experiencing this? We get the following stack trace in the arerror.log file each time the server bounces: Tue May 1 13:33:03 2007 390620 : AR System server terminated when a signal/exception was received by the server (ARNOTE 20) Tue May 1 13:33:03 2007 11 Timestamp: Tue May 01 2007 13:33:03.5130 Thread Id: 33 Version: 7.0.01 patch 002 200704021644 Apr 2 2007 17:18:55 ServerName: rm00p10 Database: SQL -- Oracle Hardware: sun4u OS: SunOS 5.9 RPC Id: 28155 RPC Call: 3 (CE) RPC Queue: 390620 Client: User xx from Remedy User (protocol 11) at IP address 1.2.3.4 Form: Logging On: API Filter SQL User Thread Stacks: /prod/sys/remedy/bin/arserverd:DumpStackTrace+0x88 /prod/sys/remedy/bin/arserverd:SignalTrapProc+0x160 /usr/lib/libthread.so.1:0x15bac /usr/lib/libthread.so.1:0xf804 /usr/lib/libthread.so.1:0xf9b4 /usr/platform/sun4u-us3/lib/libc_psr.so.1:memset+0x140 [ Signal 11 (SEGV)] /prod/sys/remedy/bin/arserverd:SendNotification+0x41fc The stack traces vary slightly: Stacks: /prod/sys/remedy/bin/arserverd:DumpStackTrace+0x88 /prod/sys/remedy/bin/arserverd:SignalTrapProc+0x160 /usr/lib/libthread.so.1:0x15bac /usr/lib/libthread.so.1:0xf804 /usr/lib/libthread.so.1:0xf9b4 /usr/platform/sun4u-us3/lib/libc_psr.so.1:memset+0x140 [ Signal 11 (SEGV)] /prod/sys/remedy/bin/arserverd:SendNotification+0x41fc /prod/sys/remedy/bin/arserverd:DumpStackTrace+0x88 /prod/sys/remedy/bin/arserverd:SignalTrapProc+0x160 /usr/lib/libthread.so.1:0x15bac /usr/lib/libthread.so.1:0xf804 /usr/lib/libthread.so.1:0xf9b4 /usr/platform/sun4u-us3/lib/libc_psr.so.1:memset+0x140 [ Signal 11 (SEGV)] /prod/sys/remedy/bin/arserverd:SendNotification+0x41fc /prod/sys/remedy/bin/arserverd:DumpStackTrace+0x88 /prod/sys/remedy/bin/arserverd:SignalTrapProc+0x160 /usr/lib/libthread.so.1:0x15bac /usr/lib/libthread.so.1:0xf804 /usr/lib/libthread.so.1:0xf9b4 /usr/lib/libc.so.1:strlen+0x1c [ Signal 11 (SEGV)] /prod/sys/remedy/bin/arserverd:Ar_xdr_string+0xf0 /prod/sys/remedy/bin/arserverd:xdr_ArCharLimitsStruct+0x38 /prod/sys/remedy/bin/arserverd:xdr_ArFieldLimitStruct+0x9c /usr/lib/libnsl.so.1:xdr_free+0x14 /prod/sys/remedy/bin/arserverd:V8ToV1FieldLimitList+0x13c /prod/sys/remedy/bin/arserverd:argetmultiplefields_7_svc+0x760 /prod/sys/remedy/bin/arserverd:HandleRPCs+0x134e0 /prod/sys/remedy/bin/arserverd:WorkerThread+0x5f4 /prod/sys/remedy/bin/arserverd:RestartableThreadMain+0x60 /prod/sys/remedy/bin/arserverd:UnixThreadStartRoutine+0xe8 /usr/lib/libthread.so.1:0x15854 /prod/sys/remedy/bin/arserverd:DumpStackTrace+0x88 /prod/sys/remedy/bin/arserverd:SignalTrapProc+0x160 /usr/lib/libthread.so.1:0x15bac /usr/lib/libthread.so.1:0xf804 /usr/lib/libthread.so.1:0xf9b4 /usr/platform/sun4u-us3/lib/libc_psr.so.1:memset+0x140 [ Signal 11 (SEGV)] /prod/sys/remedy/bin/arserverd:SendNotification+0x41fc Thanks, Axton Grams ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are -- Patrick Zandi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: 7.0.1 Patch2 Solaris - Problems
oh, and by the way, I was told they are no longer supporting 7.01 patch 1 (I think) and 7,0 is toast for support. already.. from what I understand.. I am sure dave will set me straight if I heard wrong.. they keep pushing to the latest patch, and then you get stuck and have to Pray for some patch in the future to work. On 5/1/07, patrick zandi [EMAIL PROTECTED] wrote: Axton, Are we getting tired of these patches ? I feel bad you even went to it ! I am about to do the same thing, go to patch 2, even though I really need patch 3. Which is not even out of beta.. On 5/1/07, Axton [EMAIL PROTECTED] wrote: Has anyone upgraded to 7.0.1 patch2 on Solaris? Our server is bouncing pretty often after upgrading to patch 2. Is anyone else experiencing this? oh We get the following stack trace in the arerror.log file each time the server bounces: Tue May 1 13:33:03 2007 390620 : AR System server terminated when a signal/exception was received by the server (ARNOTE 20) Tue May 1 13:33:03 2007 11 Timestamp: Tue May 01 2007 13:33:03.5130 Thread Id: 33 Version: 7.0.01 patch 002 200704021644 Apr 2 2007 17:18:55 ServerName: rm00p10 Database: SQL -- Oracle Hardware: sun4u OS: SunOS 5.9 RPC Id: 28155 RPC Call: 3 (CE) RPC Queue: 390620 Client: User xx from Remedy User (protocol 11) at IP address 1.2.3.4 Form: Logging On: API Filter SQL User Thread Stacks: /prod/sys/remedy/bin/arserverd:DumpStackTrace+0x88 /prod/sys/remedy/bin/arserverd:SignalTrapProc+0x160 /usr/lib/libthread.so.1:0x15bac /usr/lib/libthread.so.1:0xf804 /usr/lib/libthread.so.1:0xf9b4 /usr/platform/sun4u-us3/lib/libc_psr.so.1:memset+0x140 [ Signal 11 (SEGV)] /prod/sys/remedy/bin/arserverd:SendNotification+0x41fc The stack traces vary slightly: Stacks: /prod/sys/remedy/bin/arserverd:DumpStackTrace+0x88 /prod/sys/remedy/bin/arserverd:SignalTrapProc+0x160 /usr/lib/libthread.so.1:0x15bac /usr/lib/libthread.so.1:0xf804 /usr/lib/libthread.so.1:0xf9b4 /usr/platform/sun4u-us3/lib/libc_psr.so.1:memset+0x140 [ Signal 11 (SEGV)] /prod/sys/remedy/bin/arserverd:SendNotification+0x41fc /prod/sys/remedy/bin/arserverd:DumpStackTrace+0x88 /prod/sys/remedy/bin/arserverd:SignalTrapProc+0x160 /usr/lib/libthread.so.1:0x15bac /usr/lib/libthread.so.1:0xf804 /usr/lib/libthread.so.1:0xf9b4 /usr/platform/sun4u-us3/lib/libc_psr.so.1:memset+0x140 [ Signal 11 (SEGV)] /prod/sys/remedy/bin/arserverd:SendNotification+0x41fc /prod/sys/remedy/bin/arserverd:DumpStackTrace+0x88 /prod/sys/remedy/bin/arserverd:SignalTrapProc+0x160 /usr/lib/libthread.so.1:0x15bac /usr/lib/libthread.so.1:0xf804 /usr/lib/libthread.so.1:0xf9b4 /usr/lib/libc.so.1:strlen+0x1c [ Signal 11 (SEGV)] /prod/sys/remedy/bin/arserverd:Ar_xdr_string+0xf0 /prod/sys/remedy/bin/arserverd:xdr_ArCharLimitsStruct+0x38 /prod/sys/remedy/bin/arserverd:xdr_ArFieldLimitStruct+0x9c /usr/lib/libnsl.so.1:xdr_free+0x14 /prod/sys/remedy/bin/arserverd:V8ToV1FieldLimitList+0x13c /prod/sys/remedy/bin/arserverd:argetmultiplefields_7_svc+0x760 /prod/sys/remedy/bin/arserverd:HandleRPCs+0x134e0 /prod/sys/remedy/bin/arserverd:WorkerThread+0x5f4 /prod/sys/remedy/bin/arserverd:RestartableThreadMain+0x60 /prod/sys/remedy/bin/arserverd:UnixThreadStartRoutine+0xe8 /usr/lib/libthread.so.1:0x15854 /prod/sys/remedy/bin/arserverd:DumpStackTrace+0x88 /prod/sys/remedy/bin/arserverd:SignalTrapProc+0x160 /usr/lib/libthread.so.1:0x15bac /usr/lib/libthread.so.1:0xf804 /usr/lib/libthread.so.1:0xf9b4 /usr/platform/sun4u-us3/lib/libc_psr.so.1:memset+0x140 [ Signal 11 (SEGV)] /prod/sys/remedy/bin/arserverd:SendNotification+0x41fc Thanks, Axton Grams ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are -- Patrick Zandi -- Patrick Zandi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: String index out of range : 30
Did you run the installer to upgrade the email engine? It looks like a size mismatch for an email address or login name. Check the def file for the email messages and email mailbox forms against the forms on your server. Axton Grams On 5/1/07, Shanmugadas, Suresh [EMAIL PROTECTED] wrote: Fellow listers, I upgraded our ARServer from 6.3 to 7.0.1 patch 1, Email to 7.0.1 from 6.3 and uninstalled prior versions of JRE and installed jre 1.5.10. Restarted the services and when tried to send an email through the AR Email Messages form, getting this string index out of range : 30 error My incoming mail protocol is MAPI and outgoing is SMTP. It was working before the upgrade with this config setting. ANY HELP == ARS 7.0.1 Patch 1 WIN 2003 SERVER Oracle 10g Email Engine 7.0.1 JRE 1.5_10 === SEVERE: String index out of range: 30 java.lang.StringIndexOutOfBoundsException: String index out of range: 30 at java.lang.String.substring(Unknown Source) at com.remedy.arsys.emaildaemon.ValidateAddress.getName(ValidateAddress.jav a:76) at com.remedy.arsys.emaildaemon.ValidateAddress.getAddress(ValidateAddress. java:253) at com.remedy.arsys.emaildaemon.ValidateAddress.getVerifiedAddress(Validate Address.java:404) at com.remedy.arsys.emaildaemon.CreatorModule.createMessageHeader(CreatorMo dule.java:1480) at com.remedy.arsys.emaildaemon.CreatorModule.createMessage(CreatorModule.j ava:1400) at com.remedy.arsys.emaildaemon.CreatorModule.doWork(CreatorModule.java:432 ) at com.remedy.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:268) at java.lang.Thread.run(Unknown Source) Exception in thread _UNIQUEID_S0 java.lang.StringIndexOutOfBoundsException: String index out of range: 30 at java.lang.String.substring(Unknown Source) at com.remedy.arsys.emaildaemon.SenderModule.getQueueName(SenderModule.java :104) at com.remedy.arsys.emaildaemon.SenderModule.doWork(SenderModule.java:296) at com.remedy.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:268) at java.lang.Thread.run(Unknown Source) Exception in thread _UNIQUEID_S0 java.lang.StringIndexOutOfBoundsException: String index out of range: 30 at java.lang.String.substring(Unknown Source) at com.remedy.arsys.emaildaemon.SenderModule.getQueueName(SenderModule.java :104) at com.remedy.arsys.emaildaemon.SenderModule.doWork(SenderModule.java:296) at com.remedy.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:268) at java.lang.Thread.run(Unknown Source) = Thank you SK ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: User Connected From Another Machine
On 7.x, if a user connects to remedy using the user tool, then connects via the mid-tier, they are asked to override the session. Subsequent attempts to switch back and forth between the user tool and mid-tier will result in this error. The only way to get around this is the log out of one client before logging into the other. If you happen to close your browser window without logging out, you're pretty much screwed and the admin has to release the session to log back into the mid-tier. If the admin has already released the session in the last hour, then there is no way to log into the user tool without waiting an hour for the mid-tier session to be collected by the garbage man. Axton Grams On 5/1/07, Candace DeCou [EMAIL PROTECTED] wrote: Gee Les - we get it all the time too on 6.3 Patch 20 with web users, but we were under the impression that they fixed that with the Patch 21. You are on 7.x so what the heck is that about? From the sounds of it, this is an ongoing issue. I know for lack of time right now to get us to Patch 21, we are left with users hanging after saying Yes to the message and we have to release their licenses. None of our users are on VPN. Please keep us posted on whatever you discover. Now I don't want to move to 7.x since this problem has been a bit of a nightmare already. Hope all is well with you. :) Candace -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Plante, Martin Sent: Tuesday, May 01, 2007 11:27 AM To: arslist@ARSLIST.ORG Subject: Re: User Connected From Another Machine -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of [EMAIL PROTECTED] Sent: 1 mai 2007 10:44 To: arslist@ARSLIST.ORG Subject: User Connected From Another Machine Hey Folks, Users here are getting the following message on a regular basis: This user is currently connected from another machine. Would you like to attempt to override the existing connection? Now, the users are not connected from any other machines. Further, this message normally pops up as they are performing a search. The error log is filling with these messages. I have been talking to Remedy Support about this but that hasn't been any help. Their latest response was to install the patch for the user client (but they haven't told me if it actually addresses my issue) Their response prior to that one was: After some research on VPN, the problem seems to be related to the VPN configuration, which allow users to override the server routing addresses to access the same server with different IP. A possible solution is route your connection to the ARS server over the network and reroute VPN connections to the server. Your Network administrator would help you with that configuration. I talked to my network admin and was told that VPN should not be a problem because IP addresses do not change often enough or at all. Has anyone had any issues with this? Does anyone have any ideas? ARS server 7.0.01 Client 7.0.01 AIX 5.2 Oracle 9.2.0.5.0 Thanks Les Ganton ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Will a Warning Message stop an Escalation
No On 5/1/07, Kyle Whitley [EMAIL PROTECTED] wrote: Will a warning message filter stop an escalation from running? I know error messages will, just didn't know if a warning would or not? Thanks Kyle -- Kyle Whitley IT System Support Professional Office of Information and Instructional Technology (OIIT) Board of Regents of the University System of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
The SLM:Measurement form..
After installing the SLM module, should this form contain some default data? After using some of the default data sources that are attached to SLM, and trying to use it for incident management, it does look like it looks for a record matching a certain instance id before creating a incident related record in this form. It doesn't find that record so it doesn't create anything.. Joe No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.467 / Virus Database: 269.6.2/784 - Release Date: 5/1/2007 2:57 PM ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Entry point guides: App List Display Order problem
Using ARS 6.03, the home page on my user tool shows all my active link entry point guides at the top of the application list, no matter what I enter in the Application List Display Order field of the Active Link Guide. That is, it acts as if I had entered a Display Order of 1 (or 0) in the Guide. Help. (Also, I don't seem to be getting ARSLIST emails anymore...so, if you're still there, please send or cc to my email - Thanx!) Bruce Elgin (818-393-5887) -- Solution-Oriented Services (SOS)SOS at MailStop 230-301 Mission Support Services Office (MSSO)Jet Propulsion Laboratory Cassini Operations 4800 Oak Grove Dr. (818)393-0767 [30-SOS] [EMAIL PROTECTED] Pasadena, CA 91109, USA https://cassini.jpl.nasa.gov/csos -- DISCLAIMER: All personal and professional opinions presented herein are my own and do not, in any way, represent the opinion or policy of JPL, NASA or Caltech. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ARImport
all his merge filters are disabled On 5/1/07, Joe D'Souza [EMAIL PROTECTED] wrote: One of your 'Merge' Filters is probably pushing fields to another form where that field is required on the other form.. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of [EMAIL PROTECTED] Sent: Tuesday, May 01, 2007 5:31 PM To: arslist@ARSLIST.ORG Subject: ARImport Background ARImport Tool 7.0.01 patch 002 All of the On Merge filters have been disabled Make Required Fields Optional During Import is selected Problem: Record 1 : Required field (without a default) not specified -- Priority (ARERR 307) Required field (without a default) not specified -- Urgency (ARERR 307) According to the manual, if the Make Required Fields Optional During Import setting is selected, I should not be receiving this error message . .. Or, did I misread the manual? Scott Parrish IT Prophets, LLC myhosting.com - Premium Microsoft(r) Windows(r) and Linux web and application hosting - http://link.myhosting.com/myhosting ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.467 / Virus Database: 269.6.2/784 - Release Date: 5/1/2007 2:57 PM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.467 / Virus Database: 269.6.2/784 - Release Date: 5/1/2007 2:57 PM ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ITSM 7 Operational Categorizations
Rick, Here's some documentation I wrote up for a customer workshop that might help you. Keep in mind, one size does *not* fit all. In fact, there's a suprising difference in operational tasks between support organizations even in the same industry. There will be some overlap, certainly, but using someone else's Categorizations would not be a very good starting point, IMHO. With that in mind, here be da rulez Categorization Guidelines 1. Use Real Data. It's a common mistake to try and tackle Categorization in one large chunk or to try and hypothetically define Categories. Rather than try and answer the question What do I do? or What Categories do I nee? take an example of what you do and ask How can I Categorize this? Refer to your current tickets or tracking tool or pick specific instances to examine. Once you've established a source for your Use Cases, form the description of the Use Case into a single sentence (or use the Summary or Description from your ticket data). For example: User needs after hours badge access to Building 12. From that sentence, pick the direct object - badge access in this case - and use that to start your hierarchy. From badge access, put the Use Case into a larger context first - some examples: Building Access , Facilities, Security, Kronos. Then break the Use Case down into more granular terms. For example: After Hours Access, Building 12, Add, Modify, etc. This should generate a column of values. Once you've got the first pass on your list, reduce the list to only include pertinent items. Use the rest of the rules below to help strike items from your list until you've adequately described the nature of the Case. Repeat this step a few times with different Use Cases and patterns unfailingly emerge. 2. Avoid Redundancy If the data exists on other parts of the Form, don't include in your Categorization. Since it's not uncommon for Categorization levels to be somewhat scarce, redundant data will invariably take up space better utilized in describing what you are categorizing. Additionally, other data elements tend to change or get renamed. By keeping your Categories purely descriptive, you'll save data administration later as you'll not need to update Categorization for existing records. 3. Stop at the End This seems intuitive, but it's a common mistake to force values into lower levels of a hierarchy where none are needed. If you've determined values that fully describe what you need and you're fully aware of how that data is used, but the hierarchy stops at Tier 2 (or even Tier 1!) then.stop. The system will require all 3 levels be populated, but the values need not be significant at all Tiers. 4. Expect Data to Change There's an old saying - The Best is the enemy of the Good. This means that trying to get something perfect before you use it means you will, in all likelihood, never use it. This is also known as Paralysis by Analysis or Creeping Elegance. When determining your Categorization, keep in mind that what you did 6 months or a year ago was probably somewhat different than what you do today. Business changes, requirements change, and therefore, so will your data. Your starting Categorizations need not be comprehensive and perfect before they add value. 5. Include an Other Value. Just as you can expect data to change, you can also expect your business to change ahead of your data. It is far better to have data not categorized than categorized wrong. By including an Other or similar value, you give your users the ability to correctly enter data about new things in a way that's easy to identify. Conversely, miscategorized records will be impossible to find. Periodic reviews can assist you in updating your Categorizations, as well as identify training opportunities: (read: lazy users). 6. Use a Single Path Each thing that you categorize should be represented in only one way in your Categorizations. This will help ensure your data stays consistent. Conversely, each path through your Categorizations can accommodate 1 or more things. This is related to Rule #3 - only go as far as you need to go to get the significant values you want. Use caution, however, as making a Categorization path too generic can dilute the significance of your Categorizations as a whole. 7. Use Familiar Terms and Nomenclature If your organization refers to SAP, PeopleSoftt, etc. as Big Apps, use the term Big Apps in your Categories and not Enterprise Applications, Global Multi-User Multi-Tier Financial Applications or some other unfamiliar, albeit technically correct, name. Keeping the familiar names will help in proper data entry. 7. Remember Data Usage. Finally, keep in mind what your Categorizations will be used for. In Remedy, Categorizations drive potential Assignments, Reporting, Solutions/Knowledge Bases, and are an aid in performing Searches. You want to ensure your Categorizations support these functions, so periodically perform
Put current user credential into ViewFormServlet call
Hi Listers, After read emails about ravelling message, I found the def files from community download, but any of the three forms refused to be import. (AR 701 w/o patches), the error message is input buffer is null, after read the def file, I saw some French, such as Historique..., I guess it's the problem. Any ideas? So I just followed previous email explaining marquee, and fill the view field, it works to scroll with link, but the problem is: When the link( listed below) is clicked in browser, a new window is opened with login page. If I use the original support user to login, i.e. Sam Secoundlevel, but not Demo, there will be a error, saying the user is already loged on from another machine and failed to log on. I think maybe I should not use ViewFromSerlet action, it will generate a new session. How about open form and view directly? http://web server/arsys/servlet/ViewFormServlet?server=ARServerusername=userpwd=pwdform=SHR%3ABulletin view=viewnameeie=$colBBEntryID$ -- Regards, Danny Yan ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
