table loop issue still NOT SOLVED ... helpppppppppp
dear listers, I have a formA On that formA I have a table loop which reads datas from formB The table has one column1 which reads 'logins' There is a qualification = 'Assigned To' = 'list' On formA I have 2 character Assigned To field and another field called login found I have built a bunch of filters and filter guide to loop on table field. whenever then Assigned to is found and equal to a 'list' I set login found with PROCESS echo login found column1 I fire the filters and FG from the web. Everything works fine. Except the Set field does not get more than one list. If I put one list in the Assigned to field I can read the logins from the table I add them to login found but for the second and third and all other lists, I always get the same logins of the first list. why is it so ??? :-( If I stop my filters at some point and I try to see the content of the table I can see that the table sets the correct values. ie list = to the list i put in the assigned to field. but then the logins catched are again the logins of the first list. So I tried many things. Does this issue say something to someone? Can anybody give a tip on this? Serouche ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Export Form Data to Excel on Button Action
Hi Listers, I require to perform a data export of a regular form to an excel sheet on click of a button. And also that it shouldnt require the user to interact other than clicking the button. I tried by using the Open window action to run a report but here again it requires the user to select a format to which the data has to be saved as. i require that the workflow automatically opens an excel sheet and displays the exported data on to the excel sheet. i would appreciate if some one could shed some light on this or if anyone has done the same to share the idea. thanks and regards Anesh ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: table loop issue still NOT SOLVED ... helpppppppppp
Serouche, Your qualification 'Assigned To' = 'list' implies that you want Assigned To in Form B to equal list on Form B. If you want the Form A Assigned To to match Form B list it would be: $Assigned To$ = 'list'. Or have I misunderstood what you are doing? Dwayne Martin James Madison University Original message Date: Mon, 19 Nov 2007 10:44:01 +0100 From: Remedy Maniac [EMAIL PROTECTED] Subject: table loop issue still NOT SOLVED ... helpp To: arslist@ARSLIST.ORG dear listers, I have a formA On that formA I have a table loop which reads datas from formB The table has one column1 which reads 'logins' There is a qualification = 'Assigned To' = 'list' On formA I have 2 character Assigned To field and another field called login found I have built a bunch of filters and filter guide to loop on table field. whenever then Assigned to is found and equal to a 'list' I set login found with PROCESS echo login found column1 I fire the filters and FG from the web. Everything works fine. Except the Set field does not get more than one list. If I put one list in the Assigned to field I can read the logins from the table I add them to login found but for the second and third and all other lists, I always get the same logins of the first list. why is it so ??? :-( If I stop my filters at some point and I try to see the content of the table I can see that the table sets the correct values. ie list = to the list i put in the assigned to field. but then the logins catched are again the logins of the first list. So I tried many things. Does this issue say something to someone? Can anybody give a tip on this? Serouche ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: table loop issue still NOT SOLVED ... helpppppppppp
James, my fault. It was a typo. Of course my qualif is $Assigned To$ = 'Lists' Dwayne Martin wrote: Serouche, Your qualification 'Assigned To' = 'list' implies that you want Assigned To in Form B to equal list on Form B. If you want the Form A Assigned To to match Form B list it would be: $Assigned To$ = 'list'. Or have I misunderstood what you are doing? Dwayne Martin James Madison University Original message Date: Mon, 19 Nov 2007 10:44:01 +0100 From: Remedy Maniac [EMAIL PROTECTED] Subject: table loop issue still NOT SOLVED ... helpp To: arslist@ARSLIST.ORG dear listers, I have a formA On that formA I have a table loop which reads datas from formB The table has one column1 which reads 'logins' There is a qualification = 'Assigned To' = 'list' On formA I have 2 character Assigned To field and another field called login found I have built a bunch of filters and filter guide to loop on table field. whenever then Assigned to is found and equal to a 'list' I set login found with PROCESS echo login found column1 I fire the filters and FG from the web. Everything works fine. Except the Set field does not get more than one list. If I put one list in the Assigned to field I can read the logins from the table I add them to login found but for the second and third and all other lists, I always get the same logins of the first list. why is it so ??? :-( If I stop my filters at some point and I try to see the content of the table I can see that the table sets the correct values. ie list = to the list i put in the assigned to field. but then the logins catched are again the logins of the first list. So I tried many things. Does this issue say something to someone? Can anybody give a tip on this? Serouche ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Direct SQL Active Link to query Oracle from SQL Server
It sure would have been nice to have received an authentication error instead of an SQL error then. I love the descriptive errors that we get sometimes. I'm glad you figured this out, and now there is another solution to a yet puzzling error message. Thanks, Gary Opela, Jr Sr. Remedy Developer Leader Communications, Inc. 405 736 3211 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of brooksm Sent: Friday, November 16, 2007 6:40 PM To: arslist@ARSLIST.ORG Subject: Re: Direct SQL Active Link to query Oracle from SQL Server I figured it out. In the Linked Server Properties under security, I needed to select Be made using this security context and fill in the Remote login and password with the ARAdmin credentials. So it worked fine when I did a query in SSMS, but when I tried the query in Remedy it did not work. Thank you all for your help with this problem. Have a great weekend. Brooks Pierson, Shawn-2 wrote: Every time this has happened to me, it has been because they don't have the MSDTC service running on the SQL Server, specifically. I would have the DBAs check that and if it's not running, turn it on. Shawn Pierson -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr OC-ALC/ITMA Sent: Friday, November 16, 2007 7:16 AM To: arslist@ARSLIST.ORG Subject: Re: Direct SQL Active Link to query Oracle from SQL Server Brooks, I really think that it is the issue I pointed out the other day. I've run into this three times so far -- Once whenever they upgraded my remote server from server 2k to server 2k3, once when they upgraded my current server from server 2k to server 2k3, and once when they applied patches on the remote server that reversed all of the DTS settings. All three times it was the same issue, with the same error message. Remedy has to have the BEGIN and END transaction, and windows server 2k3 will chop that off by default in the event it comes from a remote source. This is why it works on your local queries, but not on your remote queries. Thanks, Gary Opela, Jr Sr. Remedy Developer Leader Communications, Inc. 405 736 3211 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of brooksm Sent: Thursday, November 15, 2007 4:55 PM To: arslist@ARSLIST.ORG Subject: Re: Direct SQL Active Link to query Oracle from SQL Server I'm trying to connect to an Oracle Production database link and an Oracle Staging database link. I just realized that active link SQL for the Production link works flawlessly. It's the Staging link that has problems. No matter how simple the SQL in the AL is, I get the error. ARADMIN has read access on both the production and staging Oracle databases. I've used this login for years. When I login to the ARSystem sql server as SA or ARADMIN and query the staging db link directly from SQL Server Management Studio I am able to connect and query the staging db fine. It's only when I try to apply the SQL in the Active link that I get the error. Help.. Brooks Sam Ferguson-3 wrote: Brooks, I suspect the database account ARAdmin doesn't have access to your remote DB. I suggest checking the account on your remote DB and ensure it exists and has select access to the necessary table. Sam -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of brooksm Sent: Thursday, 15 November 2007 5:14 p.m. To: ARSList Subject: Re: Direct SQL Active Link to query Oracle from SQL Server Sam, I turned on SQL logging and here are the errors. What stands out is this line: Access to the remote server is denied because no login-mapping exists. (SQL Server 7416) Do you know how to get this corrected? SQL TID: 004040 RPC ID: 370729 Queue: List Client-RPC: 390620USER: brooksm /* Wed Nov 14 2007 19:56:34.7100 */*** ERROR *** Access to the remote server is denied because no login-mapping exists. (SQL Server 7416) SQL TID: 004040 RPC ID: 370729 Queue: List Client-RPC: 390620USER: brooksm /* Wed Nov 14 2007 19:56:34.7100 */ROLLBACK TRANSACTION SQL TID: 004040 RPC ID: 370729 Queue: List Client-RPC: 390620USER: brooksm /* Wed Nov 14 2007 19:56:34.7100 */*** ERROR *** The ROLLBACK TRANSACTION request has no corresponding BEGIN TRANSACTION. (SQL Server 3903) SQL TID: 003912 RPC ID: 370730 Queue: Admin Client-RPC: 390600USER: brooksm /* Wed Nov 14 2007 19:56:41.5850 */SQL Trace Log -- OFF Sam Ferguson-3 wrote: Brooks, try turning on SQL logging via the client and see the content of SQL statement being issued to the database, this may help show you what the issue is. Sam -Original Message- From: Action Request
Re: Export Form Data to Excel on Button Action
Hi Anesh, I did this by creating a hidden view field and a button for generating excel. When you click the button, it sets the view field to a php page that uses a simple ODBC call to pull the data back from Remedy and generate Microsoft excel xml output. The following php calls will popup the Open/Save/Cancel dialog for the excel file. snippet from php that will open the form on the button click # This line will stream the file to the user rather than spray it across the screen header(Content-type: application/octet-stream); # replace excelfile.xls with whatever you want the filename to default to header(Content-Disposition: attachment; filename=\my_excel_report_$today.xls\); header(Pragma: no-cache); header(Expires: 0); If you haven't done excel xml, all you need to do is create an excel file manually. Add colors, text, formatting, etc. Save it as xml, and then view it in an editor like notepad. That will show you what you need to print using php. Hope that helps, Chris. Anesh A Kurian [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 11/19/2007 07:31 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Export Form Data to Excel on Button Action ** Hi Listers, I require to perform a data export of a regular form to an excel sheet on click of a button. And also that it shouldnt require the user to interact other than clicking the button. I tried by using the Open window action to run a report but here again it requires the user to select a format to which the data has to be saved as. i require that the workflow automatically opens an excel sheet and displays the exported data on to the excel sheet. i would appreciate if some one could shed some light on this or if anyone has done the same to share the idea. thanks and regards Anesh __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Export Form Data to Excel on Button Action
Anesh, I have a lot of reports that are generated in Excel format by clicking a button. There are different approaches to accomplishing this. Here are several: The first is the easiest but requires the user to copy/paste the results into a new Excel sheet. In an active link loop through the records you want to include in the report and concatenate the results into a 0-length display-only temp character field. In between each column insert a Tab character. You can get a tab character by using a single Set Fields SQL of SELECT CHAR(9) and storing the result into a temp field. The temp field can then be referenced in your Set Fields to your 0-length temp field while looping. The user would then open Excel and copy/paste the contents of the 0-length temp field into a new sheet. Because it is tab-delimited each field in the temp field will be placed in a separate column in the sheet. Note that as you are looping through the records you will need to replace any tab or return characters in the Remedy fields - because Excel will interpret these characters as column separators or new line characters. Another approach to this is to call a SQL function (that you create) which processes the records and returns a varchar value that contains the entire report. Calling a function has limitations. In SQL Server the varchar data type is limited to 8000 characters. If this is too limited then you could call a stored procedure (that you create) which processes the records in the format you want but instead of returning the text directly to your workflow it adds records to a temp SQL table which is used exclusively for reports. After this table is populated your workflow would then query this table (by a unique Id). In order for multiple users to create reports simultaneously a unique Id (ie. GUID) would need to be passed into your stored procedure (along with any report parameters (ie. data range, Category, Type, Item, Requester, etc.) These approaches will generate the text formatted for Excel. Now, to get the system to automatically create an Excel sheet with the report contents... Somehow you need to create a file that contains the report contents with the file extension of .txt. This is necessary otherwise Excel will try to convert numbers to numeric values and remove any leading zeros. You could create this file either from the client (active links) or at the server (filters). On the client you could loop through each line of the report and ECHO the results to a text file on the client's computer. I prefer the server approach for several reasons whereby, after populating the temp SQL table with report data, I run the bcp.exe (SQL Server) command line utility to query the table and create a text file on the server. The next command in the filter is to run a $PROCESS$ PERFORM-ACTION-ADD-ATTACHMENT to attach the text file to an attachment field. In order to get the client to request the report I PUSH a new record to a command form. The next command in the active link is a Set Fields using $LASTID$ to retrieve the attachment from the new record. Now we have the report in a text file on the client. The next step is to load Excel with this file... At some point before you generate reports (I do this when the main control panel is opened when the user logs in) you will need to set two Global character fields. The first is the full path to the %TMP% or %TEMP% environment variables. This folder is where the Remedy Windows User Tool stores the attachments when you Set Fields to an attachment field. The other Global field will store the full path to Excel.exe. There are multiple ways to obtain this value. *One option is via a free utility on ARS Wiki (dotnetutil) named WksInfo. With these two values set a temp field ($zTmp Char1$) to the value of $Global - Excel$ + + $Global - TMP$ + \ + $zTmp Attachment$ Then, use a run process command using the $zTmp Char1$ field. Note that if there are spaces in the folder names you will need to surround them with double-quotes. I prefer to use the 8.3 names for the folders because you don't need the additional double-quotes. That should create the file you want and the user will see a new Excel sheet just by clicking a button. To take this one step further, you could create the Excel file on the server and then use PERFORM-ACTION-ADD-ATTACHMENT to add the Excel sheet directly. This approach has the advantage of being able to email the report to the user, if you want. It also provides the ability to schedule these reports so that they are auto-generated every Monday morning (for example) and emailed to various users. HTH Stephen Remedy Skilled Professional From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Anesh A Kurian Sent: Monday, November 19, 2007 7:30 AM To: arslist@ARSLIST.ORG Subject: Export Form
Re: Export Form Data to Excel on Button Action (UNCLASSIFIED)
Classification: UNCLASSIFIED Caveats: NONE This can be done in the following way: 1. Create a DDE.ini file in your Home directory 2. Copy the following into the DDE.ini text file [excelrecord] Path=c:\excel\excel.exe Application=excel Topic=system Format=TAB XFRDATA=Clipboard Command1=[NEW(1)][PASTE()][SAVE.AS(,0)] 3. Enable Report to Application option is selected in the Options dialog box 4. Build and save a report in the Remedy User tool 5. Choose Report Export to Application from the Report menu bar 6. Your query and created report will be sent to Excel 7. Tie this report to an Open Window action in an Active Link with a Button (Permissions: Public) Below is a web link with explains this in more detail: http://service-it-remedy.web.cern.ch/service-it-remedy/clients/aruser/Re ports15.html A description is also available in the Remedy User Tool help. You can also execute Visual Basic code. To do this you will need to substitute VB for the Command1=[NEW(1)][PASTE()][SAVE.AS(,0)] see VB Help for more detail. You will have to work with relative addressing in Visual Basic (a recorded macro in VB will give you static addressing). Gordon M. Frank DISA\Version FNS -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Anesh A Kurian Sent: Monday, November 19, 2007 7:30 AM To: arslist@ARSLIST.ORG Subject: Export Form Data to Excel on Button Action ** Hi Listers, I require to perform a data export of a regular form to an excel sheet on click of a button. And also that it shouldnt require the user to interact other than clicking the button. I tried by using the Open window action to run a report but here again it requires the user to select a format to which the data has to be saved as. i require that the workflow automatically opens an excel sheet and displays the exported data on to the excel sheet. i would appreciate if some one could shed some light on this or if anyone has done the same to share the idea. thanks and regards Anesh __20060125___This posting was submitted with HTML in it___ Classification: UNCLASSIFIED Caveats: NONE ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Export Form Data to Excel on Button Action
Hi Chris Thanks for the prompt reply I shall try and get back to you on the same. Anesh A Kurian From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Chris Ingalls Sent: Monday, November 19, 2007 6:56 PM To: arslist@ARSLIST.ORG Subject: Re: Export Form Data to Excel on Button Action ** Hi Anesh, I did this by creating a hidden view field and a button for generating excel. When you click the button, it sets the view field to a php page that uses a simple ODBC call to pull the data back from Remedy and generate Microsoft excel xml output. The following php calls will popup the Open/Save/Cancel dialog for the excel file. snippet from php that will open the form on the button click # This line will stream the file to the user rather than spray it across the screen header(Content-type: application/octet-stream); # replace excelfile.xls with whatever you want the filename to default to header(Content-Disposition: attachment; filename=\my_excel_report_$today.xls\); header(Pragma: no-cache); header(Expires: 0); If you haven't done excel xml, all you need to do is create an excel file manually. Add colors, text, formatting, etc. Save it as xml, and then view it in an editor like notepad. That will show you what you need to print using php. Hope that helps, Chris. Anesh A Kurian [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 11/19/2007 07:31 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Export Form Data to Excel on Button Action ** Hi Listers, I require to perform a data export of a regular form to an excel sheet on click of a button. And also that it shouldnt require the user to interact other than clicking the button. I tried by using the Open window action to run a report but here again it requires the user to select a format to which the data has to be saved as. i require that the workflow automatically opens an excel sheet and displays the exported data on to the excel sheet. i would appreciate if some one could shed some light on this or if anyone has done the same to share the idea. thanks and regards Anesh __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 Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Export Form Data to Excel on Button Action
I love seeing the various methods used to get things. I have seen Jasper Reports used in conjunction with iReport (GUI Front end) to generate actual XLS files. iReport provides a GUI front end similar to Crystal Reports to create reports, and can be run on the command line on the server to generate the report. At this shop the report was put into a directory available on a web server for retrieval by the customer. _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Heider, Stephen Sent: Monday, November 19, 2007 6:34 AM To: arslist@ARSLIST.ORG Subject: Re: Export Form Data to Excel on Button Action ** Anesh, I have a lot of reports that are generated in Excel format by clicking a button. There are different approaches to accomplishing this. Here are several: The first is the easiest but requires the user to copy/paste the results into a new Excel sheet. In an active link loop through the records you want to include in the report and concatenate the results into a 0-length display-only temp character field. In between each column insert a Tab character. You can get a tab character by using a single Set Fields SQL of SELECT CHAR(9) and storing the result into a temp field. The temp field can then be referenced in your Set Fields to your 0-length temp field while looping. The user would then open Excel and copy/paste the contents of the 0-length temp field into a new sheet. Because it is tab-delimited each field in the temp field will be placed in a separate column in the sheet. Note that as you are looping through the records you will need to replace any tab or return characters in the Remedy fields - because Excel will interpret these characters as column separators or new line characters. Another approach to this is to call a SQL function (that you create) which processes the records and returns a varchar value that contains the entire report. Calling a function has limitations. In SQL Server the varchar data type is limited to 8000 characters. If this is too limited then you could call a stored procedure (that you create) which processes the records in the format you want but instead of returning the text directly to your workflow it adds records to a temp SQL table which is used exclusively for reports. After this table is populated your workflow would then query this table (by a unique Id). In order for multiple users to create reports simultaneously a unique Id (ie. GUID) would need to be passed into your stored procedure (along with any report parameters (ie. data range, Category, Type, Item, Requester, etc.) These approaches will generate the text formatted for Excel. Now, to get the system to automatically create an Excel sheet with the report contents. Somehow you need to create a file that contains the report contents with the file extension of .txt. This is necessary otherwise Excel will try to convert numbers to numeric values and remove any leading zeros. You could create this file either from the client (active links) or at the server (filters). On the client you could loop through each line of the report and ECHO the results to a text file on the client's computer. I prefer the server approach for several reasons whereby, after populating the temp SQL table with report data, I run the bcp.exe (SQL Server) command line utility to query the table and create a text file on the server. The next command in the filter is to run a $PROCESS$ PERFORM-ACTION-ADD-ATTACHMENT to attach the text file to an attachment field. In order to get the client to request the report I PUSH a new record to a command form. The next command in the active link is a Set Fields using $LASTID$ to retrieve the attachment from the new record. Now we have the report in a text file on the client. The next step is to load Excel with this file. At some point before you generate reports (I do this when the main control panel is opened when the user logs in) you will need to set two Global character fields. The first is the full path to the %TMP% or %TEMP% environment variables. This folder is where the Remedy Windows User Tool stores the attachments when you Set Fields to an attachment field. The other Global field will store the full path to Excel.exe. There are multiple ways to obtain this value. *One option is via a free utility on ARS Wiki (dotnetutil) named WksInfo. With these two values set a temp field ($zTmp Char1$) to the value of $Global - Excel$ + + $Global - TMP$ + \ + $zTmp Attachment$ Then, use a run process command using the $zTmp Char1$ field. Note that if there are spaces in the folder names you will need to surround them with double-quotes. I prefer to use the 8.3 names for the folders because you don't need the additional double-quotes. That should create the file you want and the user will see a new Excel sheet just by clicking a button. To take
External customers viewing tickets
I would like to hear how others have reduced the risk of customers being able to see another customer's records in Remedy. We have external customers that are wanting to view their tickets and related information. One large customer has various departments that it wants to see only their departments information while the IT group sees tickets for the entire company. I thought I had this locked down with filters on the customer and site name but someone found a hole by doing a partial search. I have fixed that issue but now I am tasked to find the Best Practice for allowing customers to view tickets. Any suggestions are appreciated. Janet Mahan Network Systems Administrator II EMBARQ Voice: 941-766-6199 | Wireless: 321-356-0128 | Fax: 941-766-6199 Email: [EMAIL PROTECTED] Voice | Data | Internet | Wireless | Entertainment This e-mail is the property of EMBARQ and may contain confidential and privileged material for the sole use of the intended recipient(s). Any review, use, distribution or disclosure by others is strictly prohibited. If you are not the intended recipient (or authorized to receive for the recipient), please contact the sender and delete all copies of the message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: unable to read data from Table field more than one time
Peter, I've just red again your email. Could you give more details on what you described please? Specially on step 2 and 4. Many thanks Serouche P Romain ARSlist wrote: Are you using an EXTERNAL qualification for the table field? I assume you are: 1. parsing the CC field to get the first value (X) 2. putting the value in the table field external qualification 3. calling the guide which walks the table getting the values for appending to the mailing-list 4. parsing the CC field to get the next value (first time = Y) 5. jumping back to 2 if a value is found in 4 I remember a year or so ago having trouble getting server-side table fields to refresh in a scenario similar to the above but was told this had been fixed. If you are not doing the above how are you walking the table? Cheers Peter -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Remedy Maniac Sent: 14 November 2007 14:58 To: arslist@ARSLIST.ORG Subject: Re: unable to read data from Table field more than one time no this has nothing to do with a caching problem on the web. The only thing I do is to click on a Submit button in Form A. This button pushes the values of one field (called CC field) to another form let say Form B. On submit to that form B, I check entry per entry, whether it is a valid email address or it is a mailing-list. If valid email address I add that entry to another field (let say emails found) on that form B. If it is a mailing-list entry I check via a Table field in the Form B the logins associated to the mailing-list found and I add them to the field emails found. Upon completion of the whole operation I send back the results to the web page where I clicked on the Submit button. Up to now everything works perfect. The problem is if in the CC list I have several mailing-lists. The filters take only the logins found for the first list. And multiplies per mailing-lists found i.e if I have mailing-ist X and Y and Z. X with X-1 and X-2 logins. Y with Y-1 and Y-2 logins Z with Z-1 and Z-2 logins At the end I find in the final field X-1, X-2 which s fine for first mailing-list found (X) But instead of Y-1 and Y2 and Z-1 and Z-2, I find X-1 and X-2 X-1 and X-2. Three times corresponding to my X, Y and Z mailing-lists found. ... ??? ... so i am getting crazy Please HELP Serouche Rahul AR User wrote: ** Hi Serouche, Can you please confirm whether the same is working fine in the user tool? If the answer is yes then I believe that this is something to do with the Mid-Tier cache which is not refreshing. In the Mid-Tier, change the flush time to less, maybe for testing purpose you can change it to 5Sec, and then check. On Nov 14, 2007 3:27 PM, Remedy Maniac [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] wrote: Dear listers, I have in Form A a table field which displays Lists and Logins. In addition in that Form A I have a Character field B. On the web I fire via a Submit button a bunch of Filters and an Filter Guide which reads in Loop the content of the Table Field. One of the filters pushes values to Form A into Character field B. Whenever this later is equal to Lists I read Logins That works perfectly. But only for the first value. i.e if on the web form I put for example 1, 2 and 3. In the form filters read 1=Lists and add the corresponding Logins But for 2 it adds again the Logins for 1 and so on and so on. However I can check that Table field displays correctly the values. But somehow I am not able to append to the precedence values the next values. I is starting to get me crazy. Please help. Thank you. Serouche ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org http://www.arslist.org/ Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are -- Regards Rahul __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: SLA - Milestones / Actions
If you figure out how work info record is created by ITSM code, you will know what to do. Turn on active link+filter logging on Remedy user then add work info record by typing values on the work info fields and saving the inciden t record. Then see what fields are send to HPD:WorkLog. You will have to do similar set field on your milestone's action to cause the work info record to be created. You will basicaly have to set all the visible fields related to work info. I don't think there's any hidden one you need to worry about. Or, if you want to get it done faster, you could send a record to HPD:Worklog form directly (push field on your milestone's action). In that case, you will need to figure out what happens when you create work info record by cliking on the button on the work info tab. Again, logging is your tool. You can do it through a push field to HPD:IncidentInterface form too (look at filters on this form), but that would be a roundabout way of doing it, and probably slower, triggering much more code. --- T. Dee [EMAIL PROTECTED] wrote: I was wondering if anyone has created a Custom Action for an SLA that updates the Worklog in Help Desk? I'm trying to do this, but not having much luck. Any suggestions! Thanks! Happy Friday !!! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are Be a better sports nut! Let your teams follow you with Yahoo Mobile. Try it now. http://mobile.yahoo.com/sports;_ylt=At9_qDKvtAbMuh1G1SQtBI7ntAcJ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
$NULL$ vs
What is the difference between $NULL$ and empty quotes () ? The information contained in this email may be privileged, confidential or otherwise protected from disclosure. All persons are advised that they may face penalties under state and federal law for sharing this information with unauthorized individuals. If you received this email in error, please reply to the sender that you have received this information in error. Also, please delete this email after replying to the sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Webserver issue.
Dear All, I have recently configured a webserver. But the performance which i am getting is very slow. Can anyone tell me some settings that can be done or check so that i can improve the performance. Moreover can some tell me how to remove this error ARERR [9295] Incorrect login parameters. Web page, user, and/or server name(s) must be provided. Arsystem 6.3 midtier 6.3 patch 21 Application server Location : India Midtier webserver : Mason(Ohia State) Regards Important notice:This e-mail and any attachment thereto contains corporate proprietary information. If you have received it by mistake, please notify us immediately by reply e-mail and delete this e-mail and its attachments from your system. Thank You. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: How to stop a CREATE/MODIFY operation
Have an active link that fires on submit/modify. It will present Accept/Modify screen. You already have this, I am guessing. When they say reject, throw a friendly error message that simply says Record will not be saved or something similar. So the error message will appears as a confirmation of no-submit or no-modify. Yes, it would be better to have this as a note instead of an error, but is it a big deal it says error, as long as the text indicates that it's just a confirmation of the user's choice? --- HonnourPrahalladachar, PhaniRaja [EMAIL PROTECTED] wrote: Oh yes! That's a good idea Joe. But in my case the form that I'm working on is an existing HelpDesk form which already has a Save button disabling the Save/Search feature on this form is not possible. Any other possibilities? using api's...if you have tried anytime? Regards, Phani. Voip: +44 20718 25413 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Saturday, November 17, 2007 21:48 To: arslist@ARSLIST.ORG Subject: Re: How to stop a CREATE/MODIFY operation ** Phani, What you need to do can be accomplished using the following method. 1) Disable the save/search out of the box feature by disabling the save and search menu option on the form so that the users cannot use this for saving or searching for tickets. 2) Create a Save button on the main form, and a hidden radio button display only field having two values Yes, No. 3) When you press the save button on the main form, have the first Active link (order 0), open the 'confirmation dialogue box' prompting the user, to either accept or reject his save action. On the Close mappings of this dialogue box map the display only field of the parent form to the display only field on the dialogue box. 4) Create another Active Link on the main form (order 1), that does a Perform-Action-Save if the value of the display only field is Yes, and displays a message saying the record/ticket has been saved. 5) In the Else action of the above Active Link, create a message action that the record/ticket has not been saved. 6) In the 'confirmation dialogue box' create a text field 'Do you want to save the request/ticket? Press Accept to save and Reject to quit without saving...'. Also create 2 buttons, one titled 'Accept' and the other 'Reject'. Then create the display only field that was created on the main form with values Yes, No on the dialogue box as well. 7) If the user presses 'Accept' set the Display-Only field on the dialogue box to Yes. On the same active link create 2 more actions - Commit Changes and Close Window. 8) If the user presses 'Reject' set the Display-Only field on the dialogue box to No. On the same active link create 2 more actions - Commit Changes and Close Window. Hope this helps.. Cheers Joe D'Souza -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of HonnourPrahalladachar, PhaniRaja Sent: Saturday, November 17, 2007 8:48 AM To: arslist@ARSLIST.ORG Subject: Re: How to stop a CREATE/MODIFY operation Hi Rabi, I've a requirement wherein during a Submit/Modify operation a Dialog window opens up with Accept Reject buttons. 1. If users clicks Accept the transaction has to continue. 2. If users clicks Reject the transaction/database save needs to be stopped. My questions was regarding the point # 2. Thanks! Regards, Phani. Voip: +44 20718 25413 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi Sent: Friday, November 16, 2007 20:53 To: arslist@ARSLIST.ORG Subject: Re: How to stop a CREATE/MODIFY operation Phani, May be. What's your goal? What problem are you trying to solve? Please provide some context. Why would displaying an error not work for you? --- HonnourPrahalladachar, PhaniRaja [EMAIL PROTECTED] wrote: Hi List, Is there a way to stop a CREATE/MODIFY operation other than displaying a Error Message on the User Tool. ARS 7.0.1 SQL 2005 Regards, Phani. Voip: +44 20718 25413 Click here https://www.mailcontrol.com/sr/wQw0zmjPoHdJTZGyOCrrhg== bC12aBVm2b7FY0BySYwJXvOaUzu2NJJZVE3PcIbbz2EkKiFBgRc6cFdOKwXHtrSheEyGMz!U IZ4F5fUSqF1pphsJ+j7MjHDaGy2LLW25j01gNzlXXQXtHfnPa!mLvYeGSyyUP2!AnhaYGGwa J9lBHkt7bAkTBvOlNVP8Eq6t0bAlc3pq6clOpXKB to report this email as spam. __20060125___This posting was submitted with HTML in it___ This e-mail and any attachment is for authorised use by the intended recipient(s) only. It may contain proprietary material, confidential information and/or be subject to legal privilege. It should not be copied, disclosed to, retained or used by, any other party. If you are not an intended
Re: $NULL$ vs
$NULL$ = No value ever set for this field or field explicitly set to NULL = Field explicitly set to zero-length string or implicitly set to zero-length string by field default rule. The way NULL is handled differs among the various backing database systems. Fluxman _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Durrant, Michael M. - ITSD Sent: 11/19/2007 10:45 AM To: arslist@ARSLIST.ORG Subject: $NULL$ vs ** What is the difference between $NULL$ and empty quotes () ? The information contained in this email may be privileged, confidential or otherwise protected from disclosure. All persons are advised that they may face penalties under state and federal law for sharing this information with unauthorized individuals. If you received this email in error, please reply to the sender that you have received this information in error. Also, please delete this email after replying to the sender. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Webserver issue.
Dear All, This is just an update If i raise a request from the webserver it takes a ages to show the ticket ID assigned, and sometime nothing it just do not do anything. I get the notification from the system about the ticket raised within half minute, but on webserver nothing happen it just show nothing . Regards _ From: Nair, Rajesh IN BOM SISL Sent: Monday, November 19, 2007 9:16 PM To: arslist@ARSLIST.ORG Subject: Webserver issue. Dear All, I have recently configured a webserver. But the performance which i am getting is very slow. Can anyone tell me some settings that can be done or check so that i can improve the performance. Moreover can some tell me how to remove this error ARERR [9295] Incorrect login parameters. Web page, user, and/or server name(s) must be provided. Arsystem 6.3 midtier 6.3 patch 21 Application server Location : India Midtier webserver : Mason(Ohia State) Regards Important notice:This e-mail and any attachment thereto contains corporate proprietary information. If you have received it by mistake, please notify us immediately by reply e-mail and delete this e-mail and its attachments from your system. Thank You. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Print Hardcopy Notifications?
Greetings List! We've setup a series of notifications for one of our customers. They are requesting that these notifications be printed manually as well when email isn't viable, yet have the print outs maintain the same look and feel as the emails. I saw in the OLE that there's several Print selections in the OLE Automation Control, but I have no idea how to use them. Does anyone know if these are what I'm looking for, and if so, where I can find more information about how to use them? Will this allow me to use the HTML Templates we have to email the printer? Or is there another way to go about this? HUGE THX!!! Shawn Stonequist EMNS, Inc. Remedy 6.03 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Webserver issue.
Well, if I had to venture a guess based on the little information you've provided, I would say that the midtier being in Ohio USA and the application server being in India is a big part of your problem. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Nair, Rajesh IN BOM SISL Sent: Monday, November 19, 2007 9:46 AM To: arslist@ARSLIST.ORG Subject: Webserver issue. ** Dear All, I have recently configured a webserver. But the performance which i am getting is very slow. Can anyone tell me some settings that can be done or check so that i can improve the performance. Moreover can some tell me how to remove this error ARERR [9295] Incorrect login parameters. Web page, user, and/or server name(s) must be provided. Arsystem 6.3 midtier 6.3 patch 21 Application server Location : India Midtier webserver : Mason(Ohia State) Regards Important notice:This e-mail and any attachment thereto contains corporate proprietary information. If you have received it by mistake, please notify us immediately by reply e-mail and delete this e-mail and its attachments from your system. Thank You. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Webserver issue.
Nair, are you by any chance using a load balancer on your application server (referring to your original email). Thanks, Gary Opela, Jr Sr. Remedy Developer Leader Communications, Inc. 405 736 3211 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Monday, November 19, 2007 10:03 AM To: arslist@ARSLIST.ORG Subject: Re: Webserver issue. Well, if I had to venture a guess based on the little information you've provided, I would say that the midtier being in Ohio USA and the application server being in India is a big part of your problem. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Nair, Rajesh IN BOM SISL Sent: Monday, November 19, 2007 9:46 AM To: arslist@ARSLIST.ORG Subject: Webserver issue. ** Dear All, I have recently configured a webserver. But the performance which i am getting is very slow. Can anyone tell me some settings that can be done or check so that i can improve the performance. Moreover can some tell me how to remove this error ARERR [9295] Incorrect login parameters. Web page, user, and/or server name(s) must be provided. Arsystem 6.3 midtier 6.3 patch 21 Application server Location : India Midtier webserver : Mason(Ohia State) Regards Important notice:This e-mail and any attachment thereto contains corporate proprietary information. If you have received it by mistake, please notify us immediately by reply e-mail and delete this e-mail and its attachments from your system. Thank You. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Webserver issue.
Hi Gary, we are not using any load balancer on our application server regards Rajesh Regards Rajesh Nair SIEMENS INFORMATION SYSTEMS LTD. 130 Pandurang Budhkar Marg, Worli Mumbai 400 018 INDIA Phone: + 91 22 4957665 Email : [EMAIL PROTECTED] -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr OC-ALC/ITMA Sent: Monday, November 19, 2007 9:46 PM To: arslist@ARSLIST.ORG Subject: Re: Webserver issue. Nair, are you by any chance using a load balancer on your application server (referring to your original email). Thanks, Gary Opela, Jr Sr. Remedy Developer Leader Communications, Inc. 405 736 3211 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Monday, November 19, 2007 10:03 AM To: arslist@ARSLIST.ORG Subject: Re: Webserver issue. Well, if I had to venture a guess based on the little information you've provided, I would say that the midtier being in Ohio USA and the application server being in India is a big part of your problem. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Nair, Rajesh IN BOM SISL Sent: Monday, November 19, 2007 9:46 AM To: arslist@ARSLIST.ORG Subject: Webserver issue. ** Dear All, I have recently configured a webserver. But the performance which i am getting is very slow. Can anyone tell me some settings that can be done or check so that i can improve the performance. Moreover can some tell me how to remove this error ARERR [9295] Incorrect login parameters. Web page, user, and/or server name(s) must be provided. Arsystem 6.3 midtier 6.3 patch 21 Application server Location : India Midtier webserver : Mason(Ohia State) Regards Important notice:This e-mail and any attachment thereto contains corporate proprietary information. If you have received it by mistake, please notify us immediately by reply e-mail and delete this e-mail and its attachments from your system. Thank You. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
ADM:OT: Looking for photos from the last two UserWorlds and past RUGs
Hi, Please let me know off-list if you have photos you would like to share on WWRUG.ORG and I will provide a spot to send them (or if under 20mg you can send them directly to [EMAIL PROTECTED]). I will then put them on the site and credit whoever sent them. thanks ... Daniel ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
MAPI incoming mail
Hi List, In AR Message FORM, Incoming mailbox (MAPI) emails come in with Display Name, not full email address. Is there a flag that I need to set so MAPI emails coming in will give me full email address (From, To, Reply To etc) Hope it clears and really appreciate if someone can help me with this ASAP. Thanks, Tricia ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Report Program (UNCLASSIFIED)
Classification: UNCLASSIFIED Caveats: NONE Listers, In the User Tool Options Advance Tab, under Report I selected: Use this program to priview reports and browsed and selcted MS Word. When I create a report a preview it, it let me see it in word but if I export it to file it only does it as a .rep file. Can it be exported as a .doc? Thanks! Alex Alicea Classification: UNCLASSIFIED Caveats: NONE ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are smime.p7s Description: S/MIME cryptographic signature
New installation of Mid-Tier displays only blank page
Hello Everyone, We have installed Mid-Tier 7.1 on a Windows 2003 server, IIS 6 web server. We used the bundled Tomcat as the JSP engine. We also installed Crystal Reports Server XI. The web server displays html pages OK, but when we try to access Remedy or connect to config.jsp from the local host we just get a blank white screen. The set-up is identical to the old server that does work, at least as far as we can see, and we have tried re-installing Mid-tier and rebooting the web server. Any idea what might be wrong? Dwayne Martin James Madison University ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: New installation of Mid-Tier displays only blank page
It sounds like your JSP engine is not happy - have you checked your Tomcat log files to see if something is failing? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Dwayne Martin Sent: Monday, November 19, 2007 10:42 AM To: arslist@ARSLIST.ORG Subject: New installation of Mid-Tier displays only blank page Hello Everyone, We have installed Mid-Tier 7.1 on a Windows 2003 server, IIS 6 web server. We used the bundled Tomcat as the JSP engine. We also installed Crystal Reports Server XI. The web server displays html pages OK, but when we try to access Remedy or connect to config.jsp from the local host we just get a blank white screen. The set-up is identical to the old server that does work, at least as far as we can see, and we have tried re-installing Mid-tier and rebooting the web server. Any idea what might be wrong? Dwayne Martin James Madison University ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are The information contained in this email may be privileged, confidential or otherwise protected from disclosure. All persons are advised that they may face penalties under state and federal law for sharing this information with unauthorized individuals. If you received this email in error, please reply to the sender that you have received this information in error. Also, please delete this email after replying to the sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Print Hardcopy Notifications?
Shawn, Here is one option; there are probably more... BCC all outgoing email to a separate Exchange account (I do this here but for a different reason). On a computer (not the Exchange server) that has Outlook create a Rule that prints email to a printer (or a pdf file) - either all email or those that match a certain condition. The computer will need to be logged in (and preferably locked) as the user for the separate email account. This computer would be logged in all the time. *If you don't have a spare computer available you could build a virtual WinXP computer using Virtual Server and have it running on some little-used server. If you don't want to automatically print email then you wouldn't need to create a Rule - just wait until someone asks you (or someone you designate to handle this process) to print the email. If you enjoy programming you could use the built-in Outlook VBA to make the emails do anything you want. Stephen Remedy Skilled Professional -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Shawn Stonequist Sent: Monday, November 19, 2007 11:00 AM To: arslist@ARSLIST.ORG Subject: Print Hardcopy Notifications? Greetings List! We've setup a series of notifications for one of our customers. They are requesting that these notifications be printed manually as well when email isn't viable, yet have the print outs maintain the same look and feel as the emails. I saw in the OLE that there's several Print selections in the OLE Automation Control, but I have no idea how to use them. Does anyone know if these are what I'm looking for, and if so, where I can find more information about how to use them? Will this allow me to use the HTML Templates we have to email the printer? Or is there another way to go about this? HUGE THX!!! Shawn Stonequist EMNS, Inc. Remedy 6.03 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Caught Exception errors, Microsoft KB943460, IE and who knows what else
We have a form with several views used globally to submit trouble tickets via the Mid Tier as a Guest user. Basically, any employee could visit the page. In the past, we'd experienced some Caught Exception errors when the page would load; flushing the MT cache seemed to be one of the fixes, although we never nailed it down 100%. In the past few days, we started getting calls about several of the views (Hungary, France, Germany, etc.) receiving the error. We would check the web page ourselves and maybe see the error, maybe not. Some of those reporting the problems were doing a little investigating on their own and found that removing the Microsoft KB943460 patch cleared up the problem (putting it back on would re-create the problem). Some have Windows 2000, some XP. Some have Internet Explorer 6, some have 7. One site reported consistent problems with the patch, IE6, and WinXP. I have the same set up and am not currently having the problem. We've even changed our alias and pointed our Dev MT server to the Prod forms and are getting the same problem, so the actual MT server isn't to blame. Is anyone out there experiencing some odd behavior that you think might relate to our situation? I figure that if the MS patch was the culprit, there'd be lots of screaming on the List, but I'm not seeing that, either. Any ideas, insights, suggestions, or winning lottery numbers would be appreciated. Curt Curt A. Schryver Action Request System 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 Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Caught Exception errors, Microsoft KB943460, IE and who knows what else
Actually I have the occasional user that gets that. In my environment I found having the user select tools\internet options, then clicking on the advanced tab scrolling down to HTTP 1.1 settings and unchecking the Use HTTP 1.1 setting clears this problem. This is for users with XP SP2 OS using version 6.x IE. Ben Cantatore Remedy Administrator Avon (914) 935-2946 Schryver, Curt [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 11/19/2007 01:19 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Caught Exception errors, Microsoft KB943460, IE and who knows what else ** We have a form with several views used globally to submit trouble tickets via the Mid Tier as a Guest user. Basically, any employee could visit the page. In the past, we'd experienced some Caught Exception errors when the page would load; flushing the MT cache seemed to be one of the fixes, although we never nailed it down 100%. In the past few days, we started getting calls about several of the views (Hungary, France, Germany, etc.) receiving the error. We would check the web page ourselves and maybe see the error, maybe not. Some of those reporting the problems were doing a little investigating on their own and found that removing the Microsoft KB943460 patch cleared up the problem (putting it back on would re-create the problem). Some have Windows 2000, some XP. Some have Internet Explorer 6, some have 7. One site reported consistent problems with the patch, IE6, and WinXP. I have the same set up and am not currently having the problem. We've even changed our alias and pointed our Dev MT server to the Prod forms and are getting the same problem, so the actual MT server isn't to blame. Is anyone out there experiencing some odd behavior that you think might relate to our situation? I figure that if the MS patch was the culprit, there'd be lots of screaming on the List, but I'm not seeing that, either. Any ideas, insights, suggestions, or winning lottery numbers would be appreciated. Curt Curt A. Schryver Action Request System Administrator Tyco Electronics 100 AMP Drive MS 161-043 Harrisburg, PA 17105 717-810-2109 tel 717-810-2124 fax [EMAIL PROTECTED] __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Caught Exception errors, Microsoft KB943460, IE and who knows what else
Are you on Mid Tier 6.3? We are specifically using Mid Tier 6.3 patch 21 server with Apache Tomcat 5.5.9 and using JBoss Java version 1.4.2_09. All of these are support by BMC but we are getting reports of this same kind of error after I had worked on a number of form updates and enhancements on the system. Here is the actual message we get: Caught exception :'mHaveVisualCharacteristics' is null or not an object. It seems to be only a warning message so its not a show stopper. This error strangely enough only is a problem for specific user accounts who log into the Mid tier but not others. Any efforts we have done to refresh the Mid Tier Cache have not resolved the issue nor have clearing IE temporary internet files, history, or cookies for any PC. At some point though for one user who was getting the error the error went away a few days later but now another user is getting this error. I talked with a consultant about this and the best reason we could come up with is the fact that this environment is on a DMZ and accessing it from a PC that is inside firewalls the proxy is not pulling down all the changes and the form and its objects are not coming down to the IE session correctly. However I dont know if there is any way to restart this and get the IE browser to pull the files/data from the proxy (maybe a Mid Tier restart?) 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 Schryver, Curt Sent: Monday, November 19, 2007 1:20 PM To: arslist@ARSLIST.ORG Subject: Caught Exception errors, Microsoft KB943460, IE and who knows what else ** We have a form with several views used globally to submit trouble tickets via the Mid Tier as a Guest user. Basically, any employee could visit the page. In the past, we'd experienced some Caught Exception errors when the page would load; flushing the MT cache seemed to be one of the fixes, although we never nailed it down 100%. In the past few days, we started getting calls about several of the views (Hungary, France, Germany, etc.) receiving the error. We would check the web page ourselves and maybe see the error, maybe not. Some of those reporting the problems were doing a little investigating on their own and found that removing the Microsoft KB943460 patch cleared up the problem (putting it back on would re-create the problem). Some have Windows 2000, some XP. Some have Internet Explorer 6, some have 7. One site reported consistent problems with the patch, IE6, and WinXP. I have the same set up and am not currently having the problem. We've even changed our alias and pointed our Dev MT server to the Prod forms and are getting the same problem, so the actual MT server isn't to blame. Is anyone out there experiencing some odd behavior that you think might relate to our situation? I figure that if the MS patch was the culprit, there'd be lots of screaming on the List, but I'm not seeing that, either. Any ideas, insights, suggestions, or winning lottery numbers would be appreciated. Curt Curt A. Schryver Action Request System Administrator Tyco Electronics 100 AMP Drive MS 161-043 Harrisburg, PA 17105 717-810-2109 tel 717-810-2124 fax [EMAIL PROTECTED] __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Caught Exception errors, Microsoft KB943460, IE and who knows what else
I should have included earlier... Mid Tier: Version 7.0.01 Patch 003 200705081403 Windows Server 2003 R2 Standard Edition SP1 Application server: Windows Server 2003 R2 Standard x64 Edition SP1 Version 7.0.01 Patch 003 Curt A. Schryver 717-810-2109 tel [EMAIL PROTECTED] From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ben Cantatore Sent: Monday, November 19, 2007 1:26 PM To: arslist@ARSLIST.ORG Subject: Re: Caught Exception errors, Microsoft KB943460, IE and who knows what else ** Actually I have the occasional user that gets that. In my environment I found having the user select tools\internet options, then clicking on the advanced tab scrolling down to HTTP 1.1 settings and unchecking the Use HTTP 1.1 setting clears this problem. This is for users with XP SP2 OS using version 6.x IE. Ben Cantatore Remedy Administrator Avon (914) 935-2946 Schryver, Curt [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 11/19/2007 01:19 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Caught Exception errors, Microsoft KB943460, IE and who knows what else ** We have a form with several views used globally to submit trouble tickets via the Mid Tier as a Guest user. Basically, any employee could visit the page. In the past, we'd experienced some Caught Exception errors when the page would load; flushing the MT cache seemed to be one of the fixes, although we never nailed it down 100%. In the past few days, we started getting calls about several of the views (Hungary, France, Germany, etc.) receiving the error. We would check the web page ourselves and maybe see the error, maybe not. Some of those reporting the problems were doing a little investigating on their own and found that removing the Microsoft KB943460 patch cleared up the problem (putting it back on would re-create the problem). Some have Windows 2000, some XP. Some have Internet Explorer 6, some have 7. One site reported consistent problems with the patch, IE6, and WinXP. I have the same set up and am not currently having the problem. We've even changed our alias and pointed our Dev MT server to the Prod forms and are getting the same problem, so the actual MT server isn't to blame. Is anyone out there experiencing some odd behavior that you think might relate to our situation? I figure that if the MS patch was the culprit, there'd be lots of screaming on the List, but I'm not seeing that, either. Any ideas, insights, suggestions, or winning lottery numbers would be appreciated. Curt Curt A. Schryver Action Request System Administrator Tyco Electronics 100 AMP Drive MS 161-043 Harrisburg, PA 17105 717-810-2109 tel 717-810-2124 fax [EMAIL PROTECTED] __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 Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Caught Exception errors, Microsoft KB943460, IE and who knows what else
Any chance the form name or form's view name has any non-alphanumeric character? Such as a /? This would cause issue on mid-tier, but in my experience the error would happen consistently... still worth checking --- Lammey, Peter A. [EMAIL PROTECTED] wrote: Are you on Mid Tier 6.3? We are specifically using Mid Tier 6.3 patch 21 server with Apache Tomcat 5.5.9 and using JBoss Java version 1.4.2_09. All of these are support by BMC but we are getting reports of this same kind of error after I had worked on a number of form updates and enhancements on the system. Here is the actual message we get: Caught exception :'mHaveVisualCharacteristics' is null or not an object. It seems to be only a warning message so its not a show stopper. This error strangely enough only is a problem for specific user accounts who log into the Mid tier but not others. Any efforts we have done to refresh the Mid Tier Cache have not resolved the issue nor have clearing IE temporary internet files, history, or cookies for any PC. At some point though for one user who was getting the error the error went away a few days later but now another user is getting this error. I talked with a consultant about this and the best reason we could come up with is the fact that this environment is on a DMZ and accessing it from a PC that is inside firewalls the proxy is not pulling down all the changes and the form and its objects are not coming down to the IE session correctly. However I dont know if there is any way to restart this and get the IE browser to pull the files/data from the proxy (maybe a Mid Tier restart?) 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 Schryver, Curt Sent: Monday, November 19, 2007 1:20 PM To: arslist@ARSLIST.ORG Subject: Caught Exception errors, Microsoft KB943460, IE and who knows what else ** We have a form with several views used globally to submit trouble tickets via the Mid Tier as a Guest user. Basically, any employee could visit the page. In the past, we'd experienced some Caught Exception errors when the page would load; flushing the MT cache seemed to be one of the fixes, although we never nailed it down 100%. In the past few days, we started getting calls about several of the views (Hungary, France, Germany, etc.) receiving the error. We would check the web page ourselves and maybe see the error, maybe not. Some of those reporting the problems were doing a little investigating on their own and found that removing the Microsoft KB943460 patch cleared up the problem (putting it back on would re-create the problem). Some have Windows 2000, some XP. Some have Internet Explorer 6, some have 7. One site reported consistent problems with the patch, IE6, and WinXP. I have the same set up and am not currently having the problem. We've even changed our alias and pointed our Dev MT server to the Prod forms and are getting the same problem, so the actual MT server isn't to blame. Is anyone out there experiencing some odd behavior that you think might relate to our situation? I figure that if the MS patch was the culprit, there'd be lots of screaming on the List, but I'm not seeing that, either. Any ideas, insights, suggestions, or winning lottery numbers would be appreciated. Curt Curt A. Schryver Action Request System Administrator Tyco Electronics 100 AMP Drive MS 161-043 Harrisburg, PA 17105 717-810-2109 tel 717-810-2124 fax [EMAIL PROTECTED] __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are Be a better pen pal. Text or chat with friends inside Yahoo! Mail. See how. http://overview.mail.yahoo.com/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Caught Exception errors, Microsoft KB943460, IE and who knows what else
I forgot to include my Remedy environment, Linux SUSE 9 OS running AR Server 7.0.1 patch 3 (midtier same patch). Ben Cantatore Remedy Administrator Avon (914) 935-2946 Schryver, Curt [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 11/19/2007 01:49 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Caught Exception errors, Microsoft KB943460, IE and who knows what else ** I should have included earlier... Mid Tier: Version 7.0.01 Patch 003 200705081403 Windows Server 2003 R2 Standard Edition SP1 Application server: Windows Server 2003 R2 Standard x64 Edition SP1 Version 7.0.01 Patch 003 Curt A. Schryver 717-810-2109 tel [EMAIL PROTECTED] From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ben Cantatore Sent: Monday, November 19, 2007 1:26 PM To: arslist@ARSLIST.ORG Subject: Re: Caught Exception errors, Microsoft KB943460, IE and who knows what else ** Actually I have the occasional user that gets that. In my environment I found having the user select tools\internet options, then clicking on the advanced tab scrolling down to HTTP 1.1 settings and unchecking the Use HTTP 1.1 setting clears this problem. This is for users with XP SP2 OS using version 6.x IE. Ben Cantatore Remedy Administrator Avon (914) 935-2946 Schryver, Curt [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 11/19/2007 01:19 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Caught Exception errors, Microsoft KB943460, IE and who knows what else ** We have a form with several views used globally to submit trouble tickets via the Mid Tier as a Guest user. Basically, any employee could visit the page. In the past, we'd experienced some Caught Exception errors when the page would load; flushing the MT cache seemed to be one of the fixes, although we never nailed it down 100%. In the past few days, we started getting calls about several of the views (Hungary, France, Germany, etc.) receiving the error. We would check the web page ourselves and maybe see the error, maybe not. Some of those reporting the problems were doing a little investigating on their own and found that removing the Microsoft KB943460 patch cleared up the problem (putting it back on would re-create the problem). Some have Windows 2000, some XP. Some have Internet Explorer 6, some have 7. One site reported consistent problems with the patch, IE6, and WinXP. I have the same set up and am not currently having the problem. We've even changed our alias and pointed our Dev MT server to the Prod forms and are getting the same problem, so the actual MT server isn't to blame. Is anyone out there experiencing some odd behavior that you think might relate to our situation? I figure that if the MS patch was the culprit, there'd be lots of screaming on the List, but I'm not seeing that, either. Any ideas, insights, suggestions, or winning lottery numbers would be appreciated. Curt Curt A. Schryver Action Request System Administrator Tyco Electronics 100 AMP Drive MS 161-043 Harrisburg, PA 17105 717-810-2109 tel 717-810-2124 fax [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 Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
ITSM 7 - Demo Server
Does anyone out in Remedy land have a server that can be viewed remotely that has the ITSM 7 package installed on it? All I want to do is look at the On-Call functionality. The manuals don't give much information about it and it would be the main reason we would even consider moving to ITSM 7. Claire Sanford Information Systems Division Memorial Hermann Healthcare System Phone: 713 448 6035 [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Caught Exception errors, Microsoft KB943460, IE and who knows what else
No but it looks like that HTTP 1.1 setting fixed my problem! I turned off the HTTP 1.1 settings and opened IE up and logged in as the user and the error did not appear and the form appeared correctly this time. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi Sent: Monday, November 19, 2007 1:53 PM To: arslist@ARSLIST.ORG Subject: Re: Caught Exception errors, Microsoft KB943460, IE and who knows what else Any chance the form name or form's view name has any non-alphanumeric character? Such as a /? This would cause issue on mid-tier, but in my experience the error would happen consistently... still worth checking --- Lammey, Peter A. [EMAIL PROTECTED] wrote: Are you on Mid Tier 6.3? We are specifically using Mid Tier 6.3 patch 21 server with Apache Tomcat 5.5.9 and using JBoss Java version 1.4.2_09. All of these are support by BMC but we are getting reports of this same kind of error after I had worked on a number of form updates and enhancements on the system. Here is the actual message we get: Caught exception :'mHaveVisualCharacteristics' is null or not an object. It seems to be only a warning message so its not a show stopper. This error strangely enough only is a problem for specific user accounts who log into the Mid tier but not others. Any efforts we have done to refresh the Mid Tier Cache have not resolved the issue nor have clearing IE temporary internet files, history, or cookies for any PC. At some point though for one user who was getting the error the error went away a few days later but now another user is getting this error. I talked with a consultant about this and the best reason we could come up with is the fact that this environment is on a DMZ and accessing it from a PC that is inside firewalls the proxy is not pulling down all the changes and the form and its objects are not coming down to the IE session correctly. However I dont know if there is any way to restart this and get the IE browser to pull the files/data from the proxy (maybe a Mid Tier restart?) 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 Schryver, Curt Sent: Monday, November 19, 2007 1:20 PM To: arslist@ARSLIST.ORG Subject: Caught Exception errors, Microsoft KB943460, IE and who knows what else ** We have a form with several views used globally to submit trouble tickets via the Mid Tier as a Guest user. Basically, any employee could visit the page. In the past, we'd experienced some Caught Exception errors when the page would load; flushing the MT cache seemed to be one of the fixes, although we never nailed it down 100%. In the past few days, we started getting calls about several of the views (Hungary, France, Germany, etc.) receiving the error. We would check the web page ourselves and maybe see the error, maybe not. Some of those reporting the problems were doing a little investigating on their own and found that removing the Microsoft KB943460 patch cleared up the problem (putting it back on would re-create the problem). Some have Windows 2000, some XP. Some have Internet Explorer 6, some have 7. One site reported consistent problems with the patch, IE6, and WinXP. I have the same set up and am not currently having the problem. We've even changed our alias and pointed our Dev MT server to the Prod forms and are getting the same problem, so the actual MT server isn't to blame. Is anyone out there experiencing some odd behavior that you think might relate to our situation? I figure that if the MS patch was the culprit, there'd be lots of screaming on the List, but I'm not seeing that, either. Any ideas, insights, suggestions, or winning lottery numbers would be appreciated. Curt Curt A. Schryver Action Request System Administrator Tyco Electronics 100 AMP Drive MS 161-043 Harrisburg, PA 17105 717-810-2109 tel 717-810-2124 fax [EMAIL PROTECTED] __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are Be a better pen pal. Text or chat with friends inside Yahoo! Mail. See how. http://overview.mail.yahoo.com/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ITSM 7 - Demo Server
Claire, your BMC sales person should be able to show you this, and/or set you up with evaluation licenses on one of your servers. Contact him/her to discuss your options. Rick On 11/19/07, Sanford, Claire [EMAIL PROTECTED] wrote: Does anyone out in Remedy land have a server that can be viewed remotely that has the ITSM 7 package installed on it? All I want to do is look at the On-Call functionality. The manuals don't give much information about it and it would be the main reason we would even consider moving to ITSM 7. Claire Sanford Information Systems Division Memorial Hermann Healthcare System Phone: 713 448 6035 [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ITSM 7 - Demo Server
Claire, What functionality are you looking for? While I can't give you access to a server, I can tell you that the portion I worked with isn't very good. There is no email functionality for paging, for example, so you have no option other than something like Telalert if you want to use it. What I did after getting help on the ARSList was to set up dummy users for each on-call group, then mark the users as unavailable for assignment so they don't show up in lists. Without notifications being able to be set up right, I didn't even evaluate the ability to assign to a specific person after hours each week or anything like that, so someone else may be able to assist you. Thanks, Shawn Pierson -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sanford, Claire Sent: Monday, November 19, 2007 1:06 PM To: arslist@ARSLIST.ORG Subject: ITSM 7 - Demo Server Does anyone out in Remedy land have a server that can be viewed remotely that has the ITSM 7 package installed on it? All I want to do is look at the On-Call functionality. The manuals don't give much information about it and it would be the main reason we would even consider moving to ITSM 7. Claire Sanford Information Systems Division Memorial Hermann Healthcare System Phone: 713 448 6035 [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are Private and confidential as detailed a href=http://www.sug.com/disclaimers/default.htm#Mail;here/a. If you cannot access hyperlink, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: External customers viewing tickets
Janet We are faced with the same issue. We want an external facing web page but we don't want users of that web page from accessing any one else's. An aproach we are taking is to direct the customer to a control panel and restrict what he can see through Active Links. We are still discussing how we will allow the external to access the page, whether to punch wholes in the firewall or use reverse proxy. But, the customer will have only one url he can access and only after he logs ins (he will have to register with us first). That web page will produce a control panel. Since the customer logged in, we will show him only his tickets and, if he is part of a group, tickets pertaining to his group. If he tries to view a ticket submitted by someone else, it will fail our qualification and will produce no records. Hope this gives you some idea. Dan Dan Wangler, Team Lead, STARS Group Phone: 214-567-8304; email: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] Client/Server Services, IT Opeations Texas Instruments, Inc. 6500 Chase Oaks Blvd., MS 8401 Plano, Texas, 75023 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mahan, Janet L [EQ] Sent: Monday, November 19, 2007 8:47 AM To: arslist@ARSLIST.ORG Subject: External customers viewing tickets I would like to hear how others have reduced the risk of customers being able to see another customer's records in Remedy. We have external customers that are wanting to view their tickets and related information. One large customer has various departments that it wants to see only their departments information while the IT group sees tickets for the entire company. I thought I had this locked down with filters on the customer and site name but someone found a hole by doing a partial search. I have fixed that issue but now I am tasked to find the Best Practice for allowing customers to view tickets. Any suggestions are appreciated. Janet Mahan Network Systems Administrator II EMBARQ Voice: 941-766-6199 | Wireless: 321-356-0128 | Fax: 941-766-6199 Email: [EMAIL PROTECTED] Voice | Data | Internet | Wireless | Entertainment This e-mail is the property of EMBARQ and may contain confidential and privileged material for the sole use of the intended recipient(s). Any review, use, distribution or disclosure by others is strictly prohibited. If you are not the intended recipient (or authorized to receive for the recipient), please contact the sender and delete all copies of the message. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: New installation of Mid-Tier displays only blank page
Probably not the fix for you as you mention just a blank screen, but may be worth checking... *Symptom: Page not found errors on Mid Tier 7.x installation with MS IIS and Tomcat* You might have a problem after you install BMC Remedy Mid Tier 7.0.01 using Microsoft Internet Information Services (IIS) with the Tomcat application server. You may discover that when you attempt to open a form or configuration tool page that page not found errors appear in your browser. Solution Make sure that the Tomcat filter is properly added. If the filter is not added properly or if you reinstalled Tomcat, add the filter manually as follows: 1. Open IIS Manager. 2. Select your web site under Web Sites. 3. On the Action menu, click Properties. 4. In the properties dialog box, click the ISAPI Filters tab, then click Add to open the Add/Edit Filter Properties dialog box. 5. In the Filter name box, type jakarta. 6. In the Executable box, type C:\Program Files\Apache Software Foundation\Jakarta Isapi Redirector\bin\isapi_redirect.dll or browse to the file. 7. Click OK to close the Add/Edit Filter Properties dialog box, and click OK again to close the web site properties dialog box. 8. Stop and restart the web server. *Self Help Document* ID: KM-01003752 Type: Problem Solution Regards Jason Clarke On 19/11/2007, Durrant, Michael M. - ITSD [EMAIL PROTECTED] wrote: It sounds like your JSP engine is not happy - have you checked your Tomcat log files to see if something is failing? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Dwayne Martin Sent: Monday, November 19, 2007 10:42 AM To: arslist@ARSLIST.ORG Subject: New installation of Mid-Tier displays only blank page Hello Everyone, We have installed Mid-Tier 7.1 on a Windows 2003 server, IIS 6 web server. We used the bundled Tomcat as the JSP engine. We also installed Crystal Reports Server XI. The web server displays html pages OK, but when we try to access Remedy or connect to config.jsp from the local host we just get a blank white screen. The set-up is identical to the old server that does work, at least as far as we can see, and we have tried re-installing Mid-tier and rebooting the web server. Any idea what might be wrong? Dwayne Martin James Madison University ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are The information contained in this email may be privileged, confidential or otherwise protected from disclosure. All persons are advised that they may face penalties under state and federal law for sharing this information with unauthorized individuals. If you received this email in error, please reply to the sender that you have received this information in error. Also, please delete this email after replying to the sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ITSM 7 - Demo Server
I can't recall seeing any of my customers say that it was set up in a way that really matched how they currently use on-call. Some of the architecture and naming needs to be updated to fit how people do it now vs. 5 years ago, when it was probably quite adequate. So, props for having that functionality, but they need to make it more flexible to fit the many ways that companies could use it. Rick On 11/19/07, Pierson, Shawn [EMAIL PROTECTED] wrote: Claire, What functionality are you looking for? While I can't give you access to a server, I can tell you that the portion I worked with isn't very good. There is no email functionality for paging, for example, so you have no option other than something like Telalert if you want to use it. What I did after getting help on the ARSList was to set up dummy users for each on-call group, then mark the users as unavailable for assignment so they don't show up in lists. Without notifications being able to be set up right, I didn't even evaluate the ability to assign to a specific person after hours each week or anything like that, so someone else may be able to assist you. Thanks, Shawn Pierson -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sanford, Claire Sent: Monday, November 19, 2007 1:06 PM To: arslist@ARSLIST.ORG Subject: ITSM 7 - Demo Server Does anyone out in Remedy land have a server that can be viewed remotely that has the ITSM 7 package installed on it? All I want to do is look at the On-Call functionality. The manuals don't give much information about it and it would be the main reason we would even consider moving to ITSM 7. Claire Sanford Information Systems Division Memorial Hermann Healthcare System Phone: 713 448 6035 [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are Private and confidential as detailed a href=http://www.sug.com/disclaimers/default.htm#Mail;here/a. If you cannot access hyperlink, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: External customers viewing tickets
Good idea, Dan. I think I would lock it down further by doing what ITSM does - show the user's tickets in a table field, and restrict (if you wish) their ability to open the individual items from that in a Dialog only. Give them columns that show the Status and other basic info, and maybe a means to view the work log, if you want that exposed to the customer. Rick On 11/19/07, Wangler, Dan [EMAIL PROTECTED] wrote: ** Janet We are faced with the same issue. We want an external facing web page but we don't want users of that web page from accessing any one else's. An aproach we are taking is to direct the customer to a control panel and restrict what he can see through Active Links. We are still discussing how we will allow the external to access the page, whether to punch wholes in the firewall or use reverse proxy. But, the customer will have only one url he can access and only after he logs ins (he will have to register with us first). That web page will produce a control panel. Since the customer logged in, we will show him only his tickets and, if he is part of a group, tickets pertaining to his group. If he tries to view a ticket submitted by someone else, it will fail our qualification and will produce no records. Hope this gives you some idea. Dan Dan Wangler, Team Lead, STARS Group Phone: 214-567-8304; email: [EMAIL PROTECTED] Client/Server Services, IT Opeations Texas Instruments, Inc. 6500 Chase Oaks Blvd., MS 8401 Plano, Texas, 75023 -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Mahan, Janet L [EQ] *Sent:* Monday, November 19, 2007 8:47 AM *To:* arslist@ARSLIST.ORG *Subject:* External customers viewing tickets I would like to hear how others have reduced the risk of customers being able to see another customer's records in Remedy. We have external customers that are wanting to view their tickets and related information. One large customer has various departments that it wants to see only their departments information while the IT group sees tickets for the entire company. I thought I had this locked down with filters on the customer and site name but someone found a hole by doing a partial search. I have fixed that issue but now I am tasked to find the Best Practice for allowing customers to view tickets. Any suggestions are appreciated. Janet Mahan Network Systems Administrator II EMBARQ Voice: 941-766-6199 | Wireless: 321-356-0128 | Fax: 941-766-6199 Email: [EMAIL PROTECTED] Voice | Data | Internet | Wireless | Entertainment This e-mail is the property of EMBARQ and may contain confidential and privileged material for the sole use of the intended recipient(s). Any review, use, distribution or disclosure by others is strictly prohibited. If you are not the intended recipient (or authorized to receive for the recipient), please contact the sender and delete all copies of the message. __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 Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ITSM 7 - Demo Server
Our On-Call is a huge mess! We have 42 on-call group schedules. Maybe 10 are the same. It sounds like the on call functionality included is not what we need. Our management wants Remedy to look at the CTI, then the assignment group (which could be up to 3 different ones based on Region) and assign the ticket automatically to the person on-call. Thank you all for the replies both on and off list. Claire From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Monday, November 19, 2007 1:33 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 - Demo Server ** I can't recall seeing any of my customers say that it was set up in a way that really matched how they currently use on-call. Some of the architecture and naming needs to be updated to fit how people do it now vs. 5 years ago, when it was probably quite adequate. So, props for having that functionality, but they need to make it more flexible to fit the many ways that companies could use it. Rick On 11/19/07, Pierson, Shawn [EMAIL PROTECTED] wrote: Claire, What functionality are you looking for? While I can't give you access to a server, I can tell you that the portion I worked with isn't very good. There is no email functionality for paging, for example, so you have no option other than something like Telalert if you want to use it. What I did after getting help on the ARSList was to set up dummy users for each on-call group, then mark the users as unavailable for assignment so they don't show up in lists. Without notifications being able to be set up right, I didn't even evaluate the ability to assign to a specific person after hours each week or anything like that, so someone else may be able to assist you. Thanks, Shawn Pierson -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG ] On Behalf Of Sanford, Claire Sent: Monday, November 19, 2007 1:06 PM To: arslist@ARSLIST.ORG Subject: ITSM 7 - Demo Server Does anyone out in Remedy land have a server that can be viewed remotely that has the ITSM 7 package installed on it? All I want to do is look at the On-Call functionality. The manuals don't give much information about it and it would be the main reason we would even consider moving to ITSM 7. Claire Sanford Information Systems Division Memorial Hermann Healthcare System Phone: 713 448 6035 [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are Private and confidential as detailed a href=http://www.sug.com/disclaimers/default.htm#Mail here/a. If you cannot access hyperlink, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Adding an escalation target in an SLT
We are implementing ITSM 7 and have recently been looking at Response Service Level Targets. I see that there are currently milestone templates that can notify the Assignee and Incident Manager via the Notification engine. Has anyone added an additional template to notify another role (I'm thinking Incident Lead)? It looks like it could be accomplished by adding another notification to the notification engine, building the appropriate triggering filter, and adding the milestone template that would trigger the filter to fire the notification. So has anyone attempted/accomplished this? ARS 7.1; ITSM 7.0.2 Patch 5 TIA -- Chris Danaceau This e-mail and its attachments are confidential and solely for the intended addressee(s). Do not share or use them without Fannie Mae's approval. If received in error, contact the sender and delete them. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: OT: Looking for photos from the last two UserWorlds and past RUGs
Dan, I upgraded my forums last night (now, I know how much you like forums, but bear with me here. :-)). One of the new features in the latest version is embedded Galleries. :-) I have set one up for the community at: http://www.mattreinfeldt.com/forums/ubbthreads.php/ubb/postlist/Board/27/pag e/1 . If you have pictures of yourself, UserWorld, etc, feel free to login and post them! (obviously, if you're posting pictures of others, it'd be nice if you had their permission first. :-)) I have taken the liberty to restrict viewing of the images to registered forum users, so, if you don't have an account, please take a moment to set one up! If anyone has any issues with account creation or retrieving lost passwords, please let me know: [EMAIL PROTECTED] . This upgrade is the first of many on my sites. Thanks! Matt R. _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Daniel Bloom Sent: Monday, November 19, 2007 11:27 AM To: arslist@ARSLIST.ORG Subject: ADM:OT: Looking for photos from the last two UserWorlds and past RUGs Hi, Please let me know off-list if you have photos you would like to share on WWRUG.ORG and I will provide a spot to send them (or if under 20mg you can send them directly to [EMAIL PROTECTED]). I will then put them on the site and credit whoever sent them. thanks ... Daniel __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ITSM 7 - Demo Server
Well, to be fair, look at the functionality yourself, or at least have your BMC rep demo it before making your decision. It may be that the functionality DOES fit how you want to use it, or could be easily customized to fit it. Rick On 11/19/07, Sanford, Claire [EMAIL PROTECTED] wrote: ** Our On-Call is a huge mess! We have 42 on-call group schedules. Maybe 10 are the same. It sounds like the on call functionality included is not what we need. Our management wants Remedy to look at the CTI, then the assignment group (which could be up to 3 different ones based on Region) and assign the ticket automatically to the person on-call. Thank you all for the replies both on and off list. Claire -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Rick Cook *Sent:* Monday, November 19, 2007 1:33 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: ITSM 7 - Demo Server ** I can't recall seeing any of my customers say that it was set up in a way that really matched how they currently use on-call. Some of the architecture and naming needs to be updated to fit how people do it now vs. 5 years ago, when it was probably quite adequate. So, props for having that functionality, but they need to make it more flexible to fit the many ways that companies could use it. Rick On 11/19/07, Pierson, Shawn [EMAIL PROTECTED] wrote: Claire, What functionality are you looking for? While I can't give you access to a server, I can tell you that the portion I worked with isn't very good. There is no email functionality for paging, for example, so you have no option other than something like Telalert if you want to use it. What I did after getting help on the ARSList was to set up dummy users for each on-call group, then mark the users as unavailable for assignment so they don't show up in lists. Without notifications being able to be set up right, I didn't even evaluate the ability to assign to a specific person after hours each week or anything like that, so someone else may be able to assist you. Thanks, Shawn Pierson -Original Message- From: Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] On Behalf Of Sanford, Claire Sent: Monday, November 19, 2007 1:06 PM To: arslist@ARSLIST.ORG Subject: ITSM 7 - Demo Server Does anyone out in Remedy land have a server that can be viewed remotely that has the ITSM 7 package installed on it? All I want to do is look at the On-Call functionality. The manuals don't give much information about it and it would be the main reason we would even consider moving to ITSM 7. Claire Sanford Information Systems Division Memorial Hermann Healthcare System Phone: 713 448 6035 [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are Private and confidential as detailed a href=http://www.sug.com/disclaimers/default.htm#Mail here/a. If you cannot access hyperlink, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __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 Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Remedy Active Link Question
Is there a way to make an Active Link fire when I change the selection of a Radio Button to show/hide fields, based on the value of this button (And have it fire as I select the value, not based on losing focus, etc)? Thanks! M ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
[no subject]
HI List, I would like to use LDAP with Active Directory to create outlook address book for user to choose whom to email to. I tried to allocate an article by Doug Reif Using AR System's LDAP Functionality to Communicate with Active Directories back at RUG 2004, but cannot using knowledge base in BMC support. If anyone have a soft copy or copy and paste into the email, it will help a big deal. Thanks, ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Alert tool - ARS 6.3
Hi List, I am trying to setup and configure the Alert Tool on a Remedy Server running v6.3 patch 022. Can anyone confirm if the protocol for this is UDP, and if there is any decent documentation out there. What I'm finding is I need to setup a listen port on the Alert Tool and an outbound port on the server. Then I have to open this port on the UDP protocol for both inbound and outbound traffic. Is that it? Is there any documentation to verify the protocol as UDP? What about recommendations for the port(s)? Any help would be appreciated. Thanks Tom L UNH ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
[no subject]
Tricia: If you configure the AREA ARDBC... form, you will be able to access LDAP directory as if it was a Remedy form and then you can run any kind of workflow on it to have users select a person and email that person. Look for ARDBC LDAP in Remedy's docs or BMC support site knowledge base. It's not that complicated. If you are talking about seeing something exactly like outlook address book...I would imagine that what you see on a browser if you go to ldap://; URL of your ldap server, you can see inside Remedy form on a view field. Never tried it. Not sure if you can have user select somebody there and have Remedy workflow do something with that person. It would be awesome, if this is what you are saying Doug figured out. I doubt. --- Tricia Truong [EMAIL PROTECTED] wrote: HI List, I would like to use LDAP with Active Directory to create outlook address book for user to choose whom to email to. I tried to allocate an article by Doug Reif Using AR System's LDAP Functionality to Communicate with Active Directories back at RUG 2004, but cannot using knowledge base in BMC support. If anyone have a soft copy or copy and paste into the email, it will help a big deal. Thanks, ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are Be a better pen pal. Text or chat with friends inside Yahoo! Mail. See how. http://overview.mail.yahoo.com/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
JOB: Senior Remedy Database Integrator (Tier III Interface)
Hello ALL! I have a long-term (contract to hire if preferred) opportunity in San Antonio, Texas. Please see all details below, and call me if you are interested! DESCRIPTION OF WORK: This individual will be responsible for architecting and implementing BMC Atrium (One Million Plus CIs). Will create interfaces between multiple data repositories and define data reconciliation rules. Write code and document solutions to allow for data integration and collaboration of all enterprise management data sets. Will provide system and web integration services, as well as business workflow integration. This individual will also define technical requirements to meet functional specifications. EXPERIENCE AND EDUCATION REQUIREMENTS: Position Requirements * ITIL Foundations Certification * MCDA SPECIFIC TECHNOLOGIES/Hardware/Software required: * Remedylink for SQL * Remedy Enterprise Integration Engine * SQL * Active Directory * SOAP * Web Services . BMC Atrium CMDB DESIRED TECHNOLOGIES AND EXPERIENCES: . Prefer experience in general development and scripting, Java, C, .NET, PHP, Perl, shell. . Prefer experience in writing SQL Server and Oracle stored procedures. . BMC Foundation and Topology Discovery. . HP Storage Essentials * MOM . Network Node manager * SMS . Cisco Works . Citrix Edge Sight Thank You, Tabitha Bagwell MMC Group, LP 800-779-2505 Toll Free 972-573-2270 Fax mailto:[EMAIL PROTECTED] [EMAIL PROTECTED] http://www.mmcgrp.com http://www.mmcgrp.com AIM: tabvball CONFIDENTIALITY NOTICE: 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, 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
JOB: Senior Remedy Admin Developer
Hello ALL! I have a long-term (contract to hire if preferred) opportunity in San Antonio, Texas. Please see all details below, and call me if you are interested! Location: San Antonio TX Duration: 5 year contract, 1 year intervals. Pay: DOE, W2 (depending on experience) Details: MMC has a client need for a Senior Remedy Administrator/Developer with MCSE certification (Windows 2000 or Windows 2003), ITIL Foundations Certification and Remedy AR System. Responsibilities include: The system administrator is responsible for all the technical systems supporting the CMDB and Remedy AR system. The current and planned systems that the administrators will work on include: Complete system administration of the Remedy System supporting USAMITC and multiple sites across the enterprise. This includes Remedy customization, server maintenance, and security compliance. This individual will be responsible for the Front Range HEAT to BMC Remedy migration that should occur around December 2007. Thank You, Tabitha Bagwell MMC Group, LP 800-779-2505 Toll Free 972-573-2270 Fax [EMAIL PROTECTED] http://www.mmcgrp.com AIM: tabvball CONFIDENTIALITY NOTICE: 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, 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
JOB: Tier II Systems Administrator
Hello ALL! I have a long-term (contract to hire if preferred) opportunity in San Antonio, Texas. Please see all details below, and call me if you are interested! Location: San Antonio, TX Duration: 1-5 years Pay: $33.85/hr, W2 (depending on experience) Description: The current and planned systems that the administrators will work on include: Complete system administration of the ESD AVAYA ACD Telephone system and any future phone system to include customization, server maintenance, and security compliance; complete system administration of Front Range HEAT for USAMITC and seven other sites. This includes custom SQL query creation, SQL admin work, HEAT customization, server maintenance, and security compliance. Responsibilities include: Responsible for the Front Range HEAT to BMC Remedy migration that should occur around December 2007; complete system administration of BMC Remedy for all of AMEDD supporting 300+ technicians. This includes custom SQL query creation, SQL admin work, Remedy customization, server maintenance, and security compliance. The System Administrator will also be responsible for all equipment in ESD area to include wall displays, projectors, video routing equipment, RS232 control equipment, PA system, and VTC equipment. Specific Certifications: * MCSE certification (Windows 2000 or Windows 2003) * ITIL Foundations Certification * Remedy Action Request System (ARS) Desired Technologies Experience: * Call center experience a plus * HEAT software * Avaya and Avaya CMS * MOM, NetIQ and other monitoring tools * Microsoft SQL * BA/BS degree preferred Experience Level * Minimum five (5) years overall Information Technology experience * Minimum three (3) years experience in Microsoft Exchange and Microsoft Active Directory environment. Thank You, Tabitha Bagwell MMC Group, LP 800-779-2505 Toll Free 972-573-2270 Fax [EMAIL PROTECTED] http://www.mmcgrp.com AIM: tabvball CONFIDENTIALITY NOTICE: 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, 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Full Email Address
Hi List, In AR Message FORM, Incoming mailbox (MAPI) emails come in with Display Name, not full email address. Is there a flag that I need to set in Remedy Email Engine or Exhange Server so MAPI emails coming in will give me full email address (From, To, Reply To etc) Thanks,Tricia ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ITSM 7 - Demo Server
Claire, If you get hold of a picture of the on-call screen, it will tell you a longer story than doing a demo. See ITSM config guide. There's not much do demo about paging, which is what the on-call feature does. It does NOT do assignment.i9 Here's ITSM 7's on call feature in a nut shell. I am trying to come up an emoticon for a nut shell, but I can't so please exercise your imagination: ENABLE A GROUP TO BE ON-CALL (1)You go to a Group's record and flag it as an on-call group (On Call Group?=Yes). -Doing so allows you to setup on-call info for that group. -Doing so causes that group to lose all ability to receive regular assignment emails. Can't be fixed with just a data configuration. HOW TO SET IT UP (2)You go to the group's on-call tab and define on-call info. This is what you can do: For the group, you can say, for blah blah priority or higher, for blah blah kind of record (incident, change) page this person or pager on assignment. There can be two kinds of on-call notification recipients: -a person that is defined in the CTM:People form. You can define any number of such dudes to be on call for a group on separate records or -a designated pager. In this case, the assumption is that the pager is passed around among on-call people, so you enter the pager info directly, not a person info. For *each* record you define, you can designate a paging schedule, so that that dude or the generic pager is paged only during designated hours (basically workday/holiday info) Now on group assignment, only on call people will be notified, and only thru page. CAVEATS -As I mentioned before, once a group is flagged on-call, its members won't get email notifications about assignment. -all of user's notification preferences are ignored by on call paging. The only info looked at on user's CTM:People record is the pager address, the regular pager address and pager email. -if you want pager email to be used, you can't use Remedy's email engine! You are supposed to define a run process action command line in pager config form, just like you need to do for regular paging! -There are quite a number of bugs and deficiencies and some unanswered questions. For example, I saw a few times that not only Assgined Group, but Owner Group's on-call people were paged as well, but BMC denies that's supposed to happen. I have seen other inconsistent behaviors. -The nastiest bug is that if a record is assigned to an on call group and later a person's name is put on Assignee field, the ENTIRE on-call population for that group is paged saying ...has been assigned to YOU. No fix yet. -If you didn't notice, the on-call person is NOT assigned the record. The idea is the on call PEOPLE are paged and hopefully wake up and dutifully self assign. Assignee is not dictated by on-call settings. Assigned person selection in ITSM 7 (or any custom app) is done by Assignment Engine. You can do round robin, load balance by least case load, and load balance by capacity. I can imagine a custom on-call feature that uses the third option to do what you want to do by increasing on-call people's capacities. If I was trying to explain ITSM 7 on-call to anybody--its abilities and limitation--this description would be the quickest way. A demo or the user guide text gives you high level info, but all the nuances that may be critical for you need to be extracted out of the system by pounding it with all sorts of test cases and pondering over the results or logs. If you have specific questions, let me know. I customized this feature and have gotten it more flexible and less buggy. Ok, I admit this nut became huge and is even bulging out of the shell, but hey you asked for it...or some of it. :) --- Sanford, Claire [EMAIL PROTECTED] wrote: Our On-Call is a huge mess! We have 42 on-call group schedules. Maybe 10 are the same. It sounds like the on call functionality included is not what we need. Our management wants Remedy to look at the CTI, then the assignment group (which could be up to 3 different ones based on Region) and assign the ticket automatically to the person on-call. Thank you all for the replies both on and off list. Claire From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Monday, November 19, 2007 1:33 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 - Demo Server ** I can't recall seeing any of my customers say that it was set up in a way that really matched how they currently use on-call. Some of the architecture and naming needs to be updated to fit how people do it now vs. 5 years ago, when it was probably quite adequate. So, props for having that functionality, but they need to make it more flexible to fit the many ways that companies could use it. Rick On 11/19/07, Pierson, Shawn [EMAIL PROTECTED] wrote: Claire, What functionality are you
Re: Caught Exception errors, Microsoft KB943460, IE and who knows what else
We have been having this problem on the standard ITSM products since version 7 We run ITSM 7.0.2, ISS and Apache servlet on ARS 7.0.01 patch 2 We only run XP SP2 and some users using IE6 and IE7. Any can experience the problem. I tried the http 1.1 option and it worked on oen workstation but not on the other, the one it did not work on control refresh cleared the error. We have tried everything and cannot eliminate the error although it does not impact all machines. On 11/20/07, Lammey, Peter A. [EMAIL PROTECTED] wrote: No but it looks like that HTTP 1.1 setting fixed my problem! I turned off the HTTP 1.1 settings and opened IE up and logged in as the user and the error did not appear and the form appeared correctly this time. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi Sent: Monday, November 19, 2007 1:53 PM To: arslist@ARSLIST.ORG Subject: Re: Caught Exception errors, Microsoft KB943460, IE and who knows what else Any chance the form name or form's view name has any non-alphanumeric character? Such as a /? This would cause issue on mid-tier, but in my experience the error would happen consistently... still worth checking --- Lammey, Peter A. [EMAIL PROTECTED] wrote: Are you on Mid Tier 6.3? We are specifically using Mid Tier 6.3 patch 21 server with Apache Tomcat 5.5.9 and using JBoss Java version 1.4.2_09. All of these are support by BMC but we are getting reports of this same kind of error after I had worked on a number of form updates and enhancements on the system. Here is the actual message we get: Caught exception :'mHaveVisualCharacteristics' is null or not an object. It seems to be only a warning message so its not a show stopper. This error strangely enough only is a problem for specific user accounts who log into the Mid tier but not others. Any efforts we have done to refresh the Mid Tier Cache have not resolved the issue nor have clearing IE temporary internet files, history, or cookies for any PC. At some point though for one user who was getting the error the error went away a few days later but now another user is getting this error. I talked with a consultant about this and the best reason we could come up with is the fact that this environment is on a DMZ and accessing it from a PC that is inside firewalls the proxy is not pulling down all the changes and the form and its objects are not coming down to the IE session correctly. However I dont know if there is any way to restart this and get the IE browser to pull the files/data from the proxy (maybe a Mid Tier restart?) 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 Schryver, Curt Sent: Monday, November 19, 2007 1:20 PM To: arslist@ARSLIST.ORG Subject: Caught Exception errors, Microsoft KB943460, IE and who knows what else ** We have a form with several views used globally to submit trouble tickets via the Mid Tier as a Guest user. Basically, any employee could visit the page. In the past, we'd experienced some Caught Exception errors when the page would load; flushing the MT cache seemed to be one of the fixes, although we never nailed it down 100%. In the past few days, we started getting calls about several of the views (Hungary, France, Germany, etc.) receiving the error. We would check the web page ourselves and maybe see the error, maybe not. Some of those reporting the problems were doing a little investigating on their own and found that removing the Microsoft KB943460 patch cleared up the problem (putting it back on would re-create the problem). Some have Windows 2000, some XP. Some have Internet Explorer 6, some have 7. One site reported consistent problems with the patch, IE6, and WinXP. I have the same set up and am not currently having the problem. We've even changed our alias and pointed our Dev MT server to the Prod forms and are getting the same problem, so the actual MT server isn't to blame. Is anyone out there experiencing some odd behavior that you think might relate to our situation? I figure that if the MS patch was the culprit, there'd be lots of screaming on the List, but I'm not seeing that, either. Any ideas, insights, suggestions, or winning lottery numbers would be appreciated. Curt Curt A. Schryver Action Request System Administrator Tyco Electronics 100 AMP Drive MS 161-043 Harrisburg, PA 17105 717-810-2109 tel 717-810-2124 fax [EMAIL PROTECTED] __20060125___This posting was submitted with HTML in it___
Re: How to stop a CREATE/MODIFY operation
Thank you Rabi! That's the workaround even we are planning to implement if we do not find a solution. Thank you for the help! Regards, Phani. Voip: +44 20718 25413 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi Sent: Monday, November 19, 2007 21:23 To: arslist@ARSLIST.ORG Subject: Re: How to stop a CREATE/MODIFY operation Have an active link that fires on submit/modify. It will present Accept/Modify screen. You already have this, I am guessing. When they say reject, throw a friendly error message that simply says Record will not be saved or something similar. So the error message will appears as a confirmation of no-submit or no-modify. Yes, it would be better to have this as a note instead of an error, but is it a big deal it says error, as long as the text indicates that it's just a confirmation of the user's choice? --- HonnourPrahalladachar, PhaniRaja [EMAIL PROTECTED] wrote: Oh yes! That's a good idea Joe. But in my case the form that I'm working on is an existing HelpDesk form which already has a Save button disabling the Save/Search feature on this form is not possible. Any other possibilities? using api's...if you have tried anytime? Regards, Phani. Voip: +44 20718 25413 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Saturday, November 17, 2007 21:48 To: arslist@ARSLIST.ORG Subject: Re: How to stop a CREATE/MODIFY operation ** Phani, What you need to do can be accomplished using the following method. 1) Disable the save/search out of the box feature by disabling the save and search menu option on the form so that the users cannot use this for saving or searching for tickets. 2) Create a Save button on the main form, and a hidden radio button display only field having two values Yes, No. 3) When you press the save button on the main form, have the first Active link (order 0), open the 'confirmation dialogue box' prompting the user, to either accept or reject his save action. On the Close mappings of this dialogue box map the display only field of the parent form to the display only field on the dialogue box. 4) Create another Active Link on the main form (order 1), that does a Perform-Action-Save if the value of the display only field is Yes, and displays a message saying the record/ticket has been saved. 5) In the Else action of the above Active Link, create a message action that the record/ticket has not been saved. 6) In the 'confirmation dialogue box' create a text field 'Do you want to save the request/ticket? Press Accept to save and Reject to quit without saving...'. Also create 2 buttons, one titled 'Accept' and the other 'Reject'. Then create the display only field that was created on the main form with values Yes, No on the dialogue box as well. 7) If the user presses 'Accept' set the Display-Only field on the dialogue box to Yes. On the same active link create 2 more actions - Commit Changes and Close Window. 8) If the user presses 'Reject' set the Display-Only field on the dialogue box to No. On the same active link create 2 more actions - Commit Changes and Close Window. Hope this helps.. Cheers Joe D'Souza -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of HonnourPrahalladachar, PhaniRaja Sent: Saturday, November 17, 2007 8:48 AM To: arslist@ARSLIST.ORG Subject: Re: How to stop a CREATE/MODIFY operation Hi Rabi, I've a requirement wherein during a Submit/Modify operation a Dialog window opens up with Accept Reject buttons. 1. If users clicks Accept the transaction has to continue. 2. If users clicks Reject the transaction/database save needs to be stopped. My questions was regarding the point # 2. Thanks! Regards, Phani. Voip: +44 20718 25413 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi Sent: Friday, November 16, 2007 20:53 To: arslist@ARSLIST.ORG Subject: Re: How to stop a CREATE/MODIFY operation Phani, May be. What's your goal? What problem are you trying to solve? Please provide some context. Why would displaying an error not work for you? --- HonnourPrahalladachar, PhaniRaja [EMAIL PROTECTED] wrote: Hi List, Is there a way to stop a CREATE/MODIFY operation other than displaying a Error Message on the User Tool. ARS 7.0.1 SQL 2005 Regards, Phani. Voip: +44 20718 25413 Click here https://www.mailcontrol.com/sr/wQw0zmjPoHdJTZGyOCrrhg== bC12aBVm2b7FY0BySYwJXvOaUzu2NJJZVE3PcIbbz2EkKiFBgRc6cFdOKwXHtrSheEyGMz!U IZ4F5fUSqF1pphsJ+j7MjHDaGy2LLW25j01gNzlXXQXtHfnPa!mLvYeGSyyUP2!AnhaYGGwa J9lBHkt7bAkTBvOlNVP8Eq6t0bAlc3pq6clOpXKB to report
Re: Caught Exception errors, Microsoft KB943460, IE and who knows what else
We're using Remedy AR 5.1 | Mid-Tier 6.3 and we've been having these caught exception errors for the longest time. Though recent reports to us looked like some could be an issue of localization. Frequent reports to us of people encountering this usually comes from users accessing the Mid-Tier in Europe (French, German, etc). They were saying when they access the Mid-Tier in English, everything works fine. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: OSX 10.5 + Safari + ARS 7.1 = :)
Now that OS X 10.5.1 has been released with security patching for many of the problems in 10.5.0, I have been brave (or foolish) enough to upgrade several machines to 10.5.1. It was partly out of irritation. Last week I opened a new ticket with BMC on the problems that Safari 3.0.4 has with ITSM 7.0.02.006 in mid-tier 7.1 - the same problems the Safari beta had against 7.1, I might add. Support told me my complaint was invalid since I was testing on an unsupported OS - 10.4.11 (and sent me a free copy of the 7.1.00 Compatibility Matrix to add to my collection). Over the weekend I installed 10.5.1 and tried again, and to my complete and utter amazement, Safari 3.0.4 on OS X 10.5.1 misbehaves EXACTLY the same way it does on 10.4.11. Imagine that. The most prominent misbehaviors, all of which ultimately lead to your bailing out of Safari with possibly a floating license left in use are: The Close button on the Incident Console (and others) blanks the screen but fails to return to the Home Page from which it was launched. Unless you load the debug menu for Safari and turn them off (unselect Enable Runaway JavaScript Timer), you will be entertained by a series of Slow Script error messages. Forcing a refresh of the browser brings back the Incident Console in all of its glory most of the time, but if you wait long enough before doing so, it may bring up the Home Page. Failing to load the Home Page and obtain access the Logout link there, you click on the Logout item on the Incident Console. Or click on the Logout link on the Home Page - you don't need to go anywhere else to test this, you are trapped in a session you cannot end as soon as it loads. You will now experience either a never ending chain of Slow Script errors, or having suppressed them, a frozen screen with an insanely whirling colored spinner. Time to remember where the open-Apple - Option - Esc keys are (that's Command-Option-Esc for you younger folks) and do a Force Quit of Safari. You're done, and the armidtier0.log just hangs right in its tracks until something happens in a valid session from a different client. Obviously Safari 3.0.4 on OS X 10.5.1 and ITSM 7.x over mid-tier 7.1 aren't any more ready for prime time than they were on 10.4.11. As I mentioned Thursday, all other functions of the application are actually quite a bit faster, even on the old slug-bug of a Mac Mini Core Solo I have at home. I guess it's back to FireFox 2.0 (2.0.0.7 to be exact) for now; it only can't comprehend the Close button any better than Safari (or IE 7.0, for that matter), but it CAN Logout and theoretically release any licenses. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
