Email Error Log Question...
All, I have a process in place to where certain emails are forwarded to our server email from another account. Based on the TO information, I have a filter that picks up this email and creates an Incident. I am currently setting the Body of the email into a description field that is 5000 characters long. If by chance, the Body of the email is 5000 chr, the email engine submits a record to the Email Error Log that says: MessageType: 2 MessageNum: 306 MessageText: Value does not fall within the limits specified for the field AppendedText: (Maximum length- 5000) : TTS:HlpDskTkt : Description Message will be deleted without logging in email messages form because there is an error on submit. And, obviously it deletes the Email record. Is there any way for me to capture who the email was sent From, contents of the email or anything so that I can at least send an email back to them letting them know the incident was not submitted and they need to shorten the email? ARS 7.0.01 patch 002 Oracle 10gR2 Thank you! Amanda ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Parsing HTML Inbound Emails
Hi, I wrote a simple HTML - Text in C + ARFLTRAPI some time ago. I moved the converted Text from the HTML to the Text-field if the Text-field was empty. This should make it possible for you to use your old workflow and make use of the original Text field regardless of how it is populated. If you want code or a compiled plugin, contact me off list. It is only 150 lines of c-code. Best Regards - Misi, RRR AB, http://rrr.se/sv/ Julie, That's a fine thought, but this is an update to the notes (Detailed Description) field on the hpd:worklog. I don't want to create a separate field that users needs to check. Even if I hide/unhide fields through workflow its a bit messy not to mention I have many reports that display the contains of the worklog that would be broken by such a change. So good idea, but I don't think its going to work in this instance. Ben Cantatore Remedy Administrator Avon (914) 935-2946 Julie Rockwood [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 02/21/2008 01:29 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Parsing HTML Inbound Emails ** Ben, The Remedy way would be to put it in a view field. Julie At 11:17 AM 2/21/2008, you wrote: ** Neel, I was trying to figure this out using Remedy, but I think that your suggestion is really the best way to go with this. Thanks for the advice. Ben Cantatore Remedy Administrator Avon (914) 935-2946 Neel Guatam [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 02/21/2008 12:52 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Parsing HTML Inbound Emails ** Ben, Always convert HTML à Plain Text on Submit and then you won?t have to worry about parsing HTML. There are many HTML à Plain Text 3rd party tools out there that you can use. Using API calls, you can feed the HTML to these tools using Run Process action and save the result back to Plain Text field for the same record using EmailID/Unique ID. Hope this helps, Neel Gautam Accenture - Chicago Delivery Centre Core Values:Stewardship · Best People · Client Value Creation · One Global Network · Respect for the Individual · Integrity From: Action Request System discussion list(ARSList) [ mailto:[EMAIL PROTECTED] On Behalf Of Ben Cantatore Sent: Thursday, February 21, 2008 11:29 AM To: arslist@ARSLIST.ORG Subject: Parsing HTML Inbound Emails ** Hi all, I have ITSM 7.0.2 patch 3 running on ARServer 7.0.01 patch 3 on a Linux/Oracle environment. I've written custom code to take inbound emails and based on the subject line push them to the worklog of whatever ticket needs to be updated. This all works fine and has been in production since we went live. Up until now the majority of updates has come from our Lotus Notes clients. We added a new group of users that are using Inotes that causes the email to come in HTML format. I can easily amend my code to push over the HTML field rather than the plain text bases on whichever is not null, the problem is that the HTML pushes over like this: FONT face=Default Sans Serif,Verdana,Arial,Helvetica,sans-serif size=2DIVBRDIVtest againBRDIVBR/DIVFONT color=#990099-Remedy lt;[EMAIL PROTECTED]gt; wrote: -BRBR/FONTblockquote style=PADDING-RIGHT: 0px; PADDING-LEFT: 5px; MARGIN-LEFT: 5px; BORDER-LEFT: #00 2px solid; MARGIN-RIGHT: 0pxTo: [EMAIL PROTECTED]BRFrom: Remedy lt;[EMAIL PROTECTED]gt;BRDate: 02/21/2008 03:03PMBRSubject: INC00152336BRBRFONT face=Default Monospace,Courier New,Courier,monospace size=2Test emailBRBREmail Attachment : BRBR/FONT/blockquotebr/DIV/DIV/FONT Anyone have any suggestions of how to best parse out just the text? TIA Ben Cantatore Remedy Administrator Avon (914) 935-2946 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ --- Julie Rockwood Los Alamos National Laboratory IST-APPS3 (505) 667-9846 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- This message was scanned by ESVA and is believed to be clean. ___
Escalation Time Control
Hi Listers, I need to check a date field in form and notify users x weeks before that date is reached. The x should be configurable. Currently it's 3 weeks, but we want to be able to change it to a different value. What is the most elegant solution for that? Regards Mark ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Check within workflow for users licence type / state
Hi Matthew, you are right. Submiter field is already filled with the user's name. All I forgot was to give write access to submiter on the affected fields. Everything works perfect now. Kind regards, Albert Gayford, Matthew C. schrieb: That's exactly what I did on our system to update the user preferences form - it is created by the user and therefore the user can modify it with a read license. Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tanner, Doug Sent: Thursday, February 21, 2008 11:19 AM To: arslist@ARSLIST.ORG Subject: Re: Check within workflow for users licence type / state Why not take advantage of Submitter Locked mode, assuring the $USER$ is the one that submitted the User preference form (Default-OTB) then they will be able to modify (their own record) with just a read license Doug -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Albert Bihler Sent: Thursday, February 21, 2008 11:14 AM To: arslist@ARSLIST.ORG Subject: Check within workflow for users licence type / state Hi list, is there a way to check using workflow whether the user that is running the workflow has currently a read, read (floting) or write (floating) license? Whenever a user leaves our main form we write some field values to a user preferences form (on window close). This works fine as long as the user has got a proper license. However if the user only has a read token it fails with ARERR [8932] You do not have write license Possible solutions that are coming to my mind are: - Do a direct sql instead of a push-field action. This is not nice because we are talking of about 50 fields and I think this could violate the license agreement. - Push values to a new form and create always a new record there Then let an escalation push the values to the users properties form. Not nice because a lot of workflow and there is a time delay because of the escalation. - check for the users license and only save the fields when he has a write token. Not nice either. Any suggestions? ARS 7.0.1 Solaris 10 Oracle 10gR2 Kind regards, Albert ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are DISCLAIMER Important! This message is intended for the above named person(s) only and is CONFIDENTIAL AND PROPRIETARY. If you are not the intended recipient of this e-mail and have received it in error, please immediately notify the sender by return email and then delete it from your mailbox. This message may be protected by the attorney-client privilege and/or work product doctrine. Accessing, copying, disseminating or re-using any of the information contained in this e-mail by anyone other than the intended recipient is strictly prohibited. Finally, you should check this email and any attachments for the presence of viruses, as the sender accepts no liability for any damage caused by any virus transmitted by this email. Thank you. ___ 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: Changing Company Name on 7.0.01
Hi, I have a free command line tool called RRR|LoginConv. This was designed to convert one or more login-name to another throughout the database. It can be used for any type of conversion. You specify a maximum size for the fields to be checked, as well as a conversion list such as: Joe's Computers = Joseph's Computers If any field contains an exact match for the source field data, it will be merged back with the new name. This will ensure that no modify-date etc is triggered. The tool will warn for any merge-filters that may damage your data. https://www.rrr.se/cgi/tools/main#rrrLoginConv It will take some time to run, but will only merge those actual columns that need change. Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia: * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. * RRR|Translator - Manage and automate your language translations. Find these products, and many free tools and utilities, at http://rrr.se. Hello All, I am getting several requests to change the Company field in version 7.0.01 Ex. Joe's Computers is now changing it's name to Joseph's Computers. Field ID 11. When I search this field ID in ARutilities, it returns 417 references to that field. Has anyone come up with a way to change Company name and ensure it is propogated throughout the database? Other than a monster SQL script to update the field in all locations, I don't think this is possible. My current answer to this question is: Set Joe's computers to Obsolete and recreate as Joseph's Computers. But then we lost historical reporting data, etc. Has anyone else encountered this? I just thought we couldn't possibly be the only company who has dealt with this situation. 7.0.01 Unpatched SQL Server 2005 Thanks, Jase ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- This message was scanned by ESVA and is believed to be clean. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: 7.1 Patch 001 upgrade issue
Starr, We ran into the same problem upgrading from 6.3 to 7.1. The problem was as Russ suggested, you have a duplicate Login Name in the user_cache table, not User. Run SQL to search for the duplicate and remove through SQL. Afterwards, you may need to run arcache as it seems deleting the duplicate record corrupted user_cache. Once we went through this process, the install proceeded. We have added several fields to the User form so this isn't the problem. Also, be sure that the schemaid on control is set to +1 greater than the last schemaid on arschema. 7.1 will install new forms. HTH Marc Perkins, Starr [EMAIL PROTECTED] N.COM To arslist@ARSLIST.ORG Sent by: Action cc Request System discussionSubject list(ARSList)Re: 7.1 Patch 001 upgrade issue [EMAIL PROTECTED] ORG Thu 02/21/2008 06:29 PM Please respond to [EMAIL PROTECTED] RG Hi Russ, Thanks for the suggestion but in our case it isn't the issue. We do not have any duplicate user names. (ran the command just to be absolutely sure) Per BMC support this issue occurred because we had added fields to the user form. I'll post again when we have decided what path we will take to resolve the issue. Thanks Again, Starr Perkins VeriSign, Inc. [EMAIL PROTECTED] From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Russ Grant Sent: Friday, February 15, 2008 9:15 AM To: arslist@ARSLIST.ORG Subject: Re: 7.1 Patch 001 upgrade issue Starr, I believe the reason you are getting the unique index error is that you have duplicate user names in the user name form - which will prevent the new user form from being imported (since Remedy added a unique index to the user form on the Login Name field). You can run the query below in a query analyzer to identify the duplicates. In my case the upgraded errored out and rolled back to ARS 6.3, I was able to clean up the duplicates using the RUT, start the upgrade over and went forward with a clean install. HTH Russ select username, count(username) from user_cache group by username having count(username)1 Date: Thu, 14 Feb 2008 12:59:21 -0500 From: [EMAIL PROTECTED] Subject: 7.1 Patch 001 upgrade issue To: arslist@ARSLIST.ORG ** Hello list, I attempted to upgrade my server version 7.1.00 Build 001RTDB280865278520200710272157 to 7.1.00 Patch 001 200711161033. Everything looked great - no issues during install. But much to my surprise I now have no user or group form. The install did not error. If I try to import either form from a back up I get a unique index. A look at the DB shows that the tables still exist and have the expected data in them. I would really like to avoid rebuilding this server from scratch again. Any suggestions? Has anyone else run into any issue with this upgrade? I have opened a case with BMC but fear they will just recommend that I rebuild since this same thing happened between my 7.1 to Server Version 7.1.00 Build 001 RTDB280865278520200710272157 upgrade and in the end we started over. Server Details: Server Version: 7.1.00 Patch 001 200711161033 Hardware: i686 OS: Linux 2.6.9-55.ELsmp Database: Oracle - installed on a remote server DB Version: 10.2.0.2.0 - 64bi TIA, Starr Perkins VeriSign, Inc. [EMAIL PROTECTED] __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___
Re: ARUser License Monitoring
Hi Ivanov, If you create an autmatic solution to move users around, you are getting very close to the limits allowed by the license agreement. Users are logged out after a certain timeout in the user log anyway, so the benefits on checking last-access-time through the API is not that great. For our paying customers, we have a RRR|LicenseMonitor that uses this API to see when users actually use their licenses. Unfortunately there are bugs releated to the API that sometimes give inaccurate last access time and the attribute for last access time per application is allways NULL... When you use the API, you will sometimes miss the actual peak when users are unable to login. There is also another problem that you can not see if a user has received a FLOAT-READ because he has not yet done anything, or the WRITE-tokens are all in use (or reserved to a group). The algorithm we use is based on moving the users around every month or so, based on long term usage statistics from the user log. This has beaten anything else I have seen (that does not break the license agreement with BMC). Please contact me off list if you have problem accessing our tools. There should be no such problem! Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia: * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. * RRR|Translator - Manage and automate your language translations. Find these products, and many free tools and utilities, at http://rrr.se. ** Hi, Misi and David I'm registered on RRR, but can not get The free test-version download. If i understand it right, in RRR-license application, license utilization is analyzed using the ARS user logging facility, and it's a get-loose-license or login monitoring. I'm talking about get-use-license-in-last-two-minutes, which tells how often the license actually being used during the user-login-time. And not only individual user, but Support Group, or Region/Site/Department. http://winbeing.bravehost.com/userlicenses.html My idea is to create Dynamic Change License Application (DYCH) (to generate Request for Approval based on Actual ARLicense Usage History). For that i can escalate records with minimum-Fixed or maximum-Floating usage history to create Change Request for Approval and notify Admin, or just automatically change License Type. Best regards and thank you, ii -- This message has been checked by ESVA and is believed to be clean. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Escalation Time Control
Mark, I prefer the approach that the data rules them all. I would suggest that if you do not yet have a date/time field in the record that is for 'Notify At' that is set via workflow at Submit/Modify that you start there. Then the variable is in the workflow, which can also be data driven. That way your Escalation simply has to fire often enough to send out the batch runs. (one a month, day, week, hour, etc..) It would compare now (TIMESTAMP) with the 'Notify At' field. If now = 'Notify At' then touch the record (set field action) and have workflow(filters) on the record send the notification and set/reset the 'Notify At' field as the specs require. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On Fri, Feb 22, 2008 at 7:47 AM, Mark Milke [EMAIL PROTECTED] wrote: Hi Listers, I need to check a date field in form and notify users x weeks before that date is reached. The x should be configurable. Currently it's 3 weeks, but we want to be able to change it to a different value. What is the most elegant solution for that? Regards Mark ___ 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: Patching ITSM 7.0.3 question
I patched a Linux VM running AR 7.1 Patch 1 with ITSM 7.0.2 unpatched to patch 7 to patch 7 and it worked great. J.T. Shyman Column Technologies _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Howard Richter Sent: Friday, February 22, 2008 9:53 AM To: arslist@ARSLIST.ORG Subject: Patching ITSM 7.0.3 question ** Good morning all, Has anyone tried to patch a 7.0.3 itsm system with the new patch 7 and did it work? -- Howard Richter (Will install ITSM 7 for food) ITIL Foundation Certified Red Hat Certified Technician CompTIA Linux+ Certified [EMAIL PROTECTED] Resume = http://hotjobs.yahoo.com/resumes/hrichter_1/resumeofhoward(2) http://hotjobs.yahoo.com/resumes/hrichter_1/resumeofhoward(2) __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
OT - Possible Friday Humor from BMC's Knowledgebase
I was out on BMC's Knowledge website looking up knowledge regarding table fields and their retrieving values from the a Table field column that is linked to a Selection field (or drop down field). After the list of knowledge articles was returned I opened up one titled Can I query for the values in the column within a Table Field?. This is knowledge article KM-3274. When you read this article the author wrote the Solution in a very funny manner. It seems like this person must have read too many Dr. Seuss books or something. Take a look out on BMC's website at this Knowledge article where the solution reads: Query on Columns within a Table field. You can not do it in a box with a fox, nor in a house with a mouse, or with a punk on a skunk. You can not do it here or there you can not do it anywhere, you can not Query on a Table you can not do it, you just arent able :) Thanks Peter Lammey ESPN MIT Technical Services Applications Management 860-766-4761 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Patching ITSM 7.0.3 question
Good morning all, Has anyone tried to patch a 7.0.3 itsm system with the new patch 7 and did it work? -- Howard Richter (Will install ITSM 7 for food) ITIL Foundation Certified Red Hat Certified Technician CompTIA Linux+ Certified [EMAIL PROTECTED] Resume = http://hotjobs.yahoo.com/resumes/hrichter_1/resumeofhoward(2) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Patching ITSM 7.0.3 question
Thanks, it might be an issue on 7.0.3 (win on a 7.1 server). I keep getting An internal error has caused the installer not to complee successfully. hbr On Fri, Feb 22, 2008 at 10:07 AM, J.T. Shyman [EMAIL PROTECTED] wrote: ** I patched a Linux VM running AR 7.1 Patch 1 with ITSM 7.0.2 unpatched to patch 7 to patch 7 and it worked great. J.T. Shyman Column Technologies -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Howard Richter *Sent:* Friday, February 22, 2008 9:53 AM *To:* arslist@ARSLIST.ORG *Subject:* Patching ITSM 7.0.3 question ** Good morning all, Has anyone tried to patch a 7.0.3 itsm system with the new patch 7 and did it work? -- Howard Richter (Will install ITSM 7 for food) ITIL Foundation Certified Red Hat Certified Technician CompTIA Linux+ Certified [EMAIL PROTECTED] Resume = http://hotjobs.yahoo.com/resumes/hrichter_1/resumeofhoward(2) __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ -- Howard Richter ITIL Foundation Certified Red Hat Certified Technician CompTIA Linux+ Certified [EMAIL PROTECTED] Resume = http://hotjobs.yahoo.com/resumes/hrichter_1/resumeofhoward(2) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Patching ITSM 7.0.3 question
Hi. I have updatet 2 ITSM(7.0.2) dev servers on Windows, AR-Server 7.1 without any problems, but when i tried to update my Flight Deck(VMWare VM - Windows Server). The patch-up failed with an internal error. It wasnt able to create a Application Summary. /Rune Sorlid 2008/2/22, J.T. Shyman [EMAIL PROTECTED]: ** I patched a Linux VM running AR 7.1 Patch 1 with ITSM 7.0.2 unpatched to patch 7 to patch 7 and it worked great. J.T. Shyman Column Technologies -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Howard Richter *Sent:* Friday, February 22, 2008 9:53 AM *To:* arslist@ARSLIST.ORG *Subject:* Patching ITSM 7.0.3 question ** Good morning all, Has anyone tried to patch a 7.0.3 itsm system with the new patch 7 and did it work? -- Howard Richter (Will install ITSM 7 for food) ITIL Foundation Certified Red Hat Certified Technician CompTIA Linux+ Certified [EMAIL PROTECTED] Resume = http://hotjobs.yahoo.com/resumes/hrichter_1/resumeofhoward(2) __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Interview questions
That is a really good question. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of David Sanders Sent: Thursday, February 21, 2008 3:51 PM To: arslist@ARSLIST.ORG Subject: Re: Interview questions ** So what's wrong with AND ( 'lesson_status' = Completed ) AND ( 'DB.lesson_status' != Completed ) When do you expect that to fire when you don't want it to?? David Sanders Remedy Solution Architect Enterprise Service Suite @ Work == ARS List Award Winner 2005 Best 3rd party Remedy Application See the ESS Concepts Guidehttp://www.westoverconsulting.co.uk/downloads/ESS_Concepts_Guide.pdf tel +44 1494 468980 mobile +44 7710 377761 email [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] web http://www.westoverconsulting.co.ukhttp://www.westoverconsulting.co.uk/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pargeter, Christie Sent: Thursday, February 21, 2008 10:09 PM To: arslist@ARSLIST.ORG Subject: Re: Interview questions Because an API we have can write to this record multiple times...but we only want the workflow to go off the first time lesson_status is changed. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Thad K Esser Sent: Thursday, February 21, 2008 1:38 PM To: arslist@ARSLIST.ORG Subject: Re: Interview questions ** How is using 'TR.lesson_status' better than just 'lesson_status'? Thad Esser Remedy Developer Work: 503-220-6192 Perfection is achieved, not when there is nothing more to add, but when there is nothing left to take away. - Antoine de Saint-Exupéry Pargeter, Christie [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 02/21/2008 01:23 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Interview questions Here is a piece of workflow that I have in my system today that uses TR and it should. ( 'RecordUploadStatus' = Uploaded) AND ( 'Emp_EntryID' != $NULL$ ) AND ( 'ClassNameID' != $NULL$ ) AND ( 'TR.lesson_status' = Completed ) AND ( 'DB.lesson_status' != Completed ) -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of arslist Sent: Thursday, February 21, 2008 1:01 PM To: arslist@ARSLIST.ORG Subject: Re: Interview questions I think questions about: 1) Field Ids 2) Workflow naming 3) How do you document what you have done (and this is a biggy, the WHY stuff was done is usually left out) The responses to those 3 open ended questions tell you alot. I had one senior person tell me recently that he didn't think there was any reason to choose your own field ids for a custom module (on a system with the ITSM6 suite). Didn't get a chance to show him how much workflow I had been able to borrow from ITSM6 for the custom module by using the same field ids for the standard fields and then just copying the workflow with new naming (so changes for the ITSM module, or BMC patches would not affect the workflow that I borrowed). ... Daniel -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tim Widowfield Sent: February 21, 2008 3:48 PM To: arslist@ARSLIST.ORG Subject: Re: Interview questions Well, I can only speak for myself, but I normally use the TR. prefix, just so you can look at the qualification at a glance and understand what it means. It reminds me of C and Java programmers who omit braces when they aren't necessary. Sure, it's legal, but is it more readable? Too often we forget that code may be written once, but read hundreds of times (e.g., by beleaguered maintenance programmers at 3:00 AM). I'd much rather argue over whether you should ever let the admin tool pick your field IDs and whether workflow names should be meaningful rather than over syntactic sugar. --Tim ___ 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 ***IMPORTANT NOTICE: This communication, including any attachment, contains information that may be confidential or privileged, and is intended solely for the entity or individual to whom it is addressed. If you are not the intended recipient, you should delete this message and are hereby notified that any disclosure, copying, or distribution of this message is strictly prohibited. Nothing in this email, including any attachment, is intended to be a legally binding signature.*** __Platinum Sponsor:
Splitting an AR 6.x system....
One of our Remedy folks has asked me if it's possible to do something that we thought would be easy, but seems not to be - maybe we're missing a step, or ??? Our AR HelpDesk 6.x system is all housed on one server - with the SQL database instance on that server as well. We'd like to split off the SQL database and put it on another server, or leave the SQL instance where it is and move the AR stuff. But, when they tried changing the arconfig file it just caused the whole thing to hang. Is it possible to separate things this way, and if so are there directions/guidelines on what/how they should be doing it? Thanks!. I know not with what weapons World War III will be fought, but World War IV will be fought with sticks and stones. Albert Einstein Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Splitting an AR 6.x system....
Richard, I think some detail as to how you moved the database would be helpful. Also, please don't forget you ARS and DB information. Thanks, Roger A. Nall Manager, OSSNMS Remedy T-Mobile, USA Desk: 813-348-2556 Cell: 973-652-6723 FAX: 813-348-2565 sf49fanv AIM IM RogerNall Yahoo IM From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Richard Copits Sent: Friday, February 22, 2008 10:54 AM To: arslist@ARSLIST.ORG Subject: Splitting an AR 6.x system One of our Remedy folks has asked me if it's possible to do something that we thought would be easy, but seems not to be - maybe we're missing a step, or ??? Our AR HelpDesk 6.x system is all housed on one server - with the SQL database instance on that server as well. We'd like to split off the SQL database and put it on another server, or leave the SQL instance where it is and move the AR stuff. But, when they tried changing the arconfig file it just caused the whole thing to hang. Is it possible to separate things this way, and if so are there directions/guidelines on what/how they should be doing it? Thanks!. I know not with what weapons World War III will be fought, but World War IV will be fought with sticks and stones. Albert Einstein Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Email Error Log Question...
Off the top of my head I see 2 different ways to do this 1 - Create 2 Filters Filter 1 sets a temp Display Only Integer field to the length of the body Filter 2 (if the Length 5000) uses the Notify action to either send a message back to the sender or write to a log file (using the Other mechanism) Filter 2 would also need to be in a Phase 1 action ( `! at the end of the name) 2 - Only push the first 5000 characters into the Description of the Incident (using the LEFT function in the push). If you have an attachment field you can also push the full inbound email (using the Plain Text or RTF Attachment availabile on the AR System Email Messages form) into an attachment on the ticket. Fred From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pierce, Amanda (TBS) Sent: Friday, February 22, 2008 6:28 AM To: arslist@ARSLIST.ORG Subject: Email Error Log Question... ** All, I have a process in place to where certain emails are forwarded to our server email from another account. Based on the TO information, I have a filter that picks up this email and creates an Incident. I am currently setting the Body of the email into a description field that is 5000 characters long. If by chance, the Body of the email is 5000 chr, the email engine submits a record to the Email Error Log that says: MessageType: 2 MessageNum: 306 MessageText: Value does not fall within the limits specified for the field AppendedText: (Maximum length- 5000) : TTS:HlpDskTkt : Description Message will be deleted without logging in email messages form because there is an error on submit. And, obviously it deletes the Email record. Is there any way for me to capture who the email was sent From, contents of the email or anything so that I can at least send an email back to them letting them know the incident was not submitted and they need to shorten the email? ARS 7.0.01 patch 002 Oracle 10gR2 Thank you! Amanda ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Splitting an AR 6.x system....
In short, though, it is possible to accomplish what you are trying to do. My guess would be that most ARS installations out there are split. ARS should not care where the database is as long as it can communicate with it. Do some simple tests before starting the database such as making sure you can connect to the remote database from the ARS server? Turn on SQL logging when you start ARS and see what it says. Frank On Fri, Feb 22, 2008 at 10:59 AM, Nall, Roger [EMAIL PROTECTED] wrote: ** Richard, I think some detail as to how you moved the database would be helpful. Also, please don't forget you ARS and DB information. Thanks, Roger A. Nall Manager, OSSNMS Remedy T-Mobile, USA Desk: 813-348-2556 Cell: 973-652-6723 FAX: 813-348-2565 sf49fanv AIM IM RogerNall Yahoo IM From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Richard Copits Sent: Friday, February 22, 2008 10:54 AM To: arslist@ARSLIST.ORG Subject: Splitting an AR 6.x system One of our Remedy folks has asked me if it's possible to do something that we thought would be easy, but seems not to be – maybe we're missing a step, or ??? Our AR HelpDesk 6.x system is all housed on one server – with the SQL database instance on that server as well. We'd like to split off the SQL database and put it on another server, or leave the SQL instance where it is and move the AR stuff. But, when they tried changing the arconfig file it just caused the whole thing to hang. Is it possible to separate things this way, and if so are there directions/guidelines on what/how they should be doing it? Thanks!. I know not with what weapons World War III will be fought, but World War IV will be fought with sticks and stones. Albert Einstein Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Interview questions
Actually...
Run If qualifications (for Filters) do not cause searches to the DB.
( Which are the only context that the 'TR' vs 'DB' discussion makes
any sense in.) Run If's (for Filters and Active Links) are evaluated
by the ARS application (server or client) and not sent to the RDBMS.
However, Escalations Run If's are sent to the RDBMS as well as
Set/Push field qualifications.
Yes.. Yes... if you reference 'Field' or 'DB.Field' in a Filter Run If
then the record of interest for the transaction is fetched from the
DB. But that is based on 'Entry ID' (Field 1) and is the unique
clustered index on the form so that search is mute. It is the best
that the DB can do and the value of having the DB values at had
generally far out ways the cost of that trip to the RDMBS. (IMHO)
--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)
Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.
On Fri, Feb 22, 2008 at 10:15 AM, McCabe, Richard A. (CMS/CTR)
[EMAIL PROTECTED] wrote:
**
The following statements would fire the same, but the first statement would
be cleaner to read, and more efficient as it would not cause a full query of
the table by causing the database to run a not equal to search bypassing
your indexes. ( 'TR.lesson_status' = Completed) vs. ('DB.lesson_status' !=
Completed AND 'lesson_status' = Completed)
Richard McCabe
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of David Sanders
Sent: Thursday, February 21, 2008 6:51 PM
To: arslist@ARSLIST.ORG
Subject: Re: Interview questions
So what's wrong with
AND ( 'lesson_status' = Completed ) AND ( 'DB.lesson_status' !=
Completed )
When do you expect that to fire when you don't want it to??
David Sanders
Remedy Solution Architect
Enterprise Service Suite @ Work
==
ARS List Award Winner 2005
Best 3rd party Remedy Application
See the ESS Concepts Guide
tel +44 1494 468980
mobile +44 7710 377761
email [EMAIL PROTECTED]
web http://www.westoverconsulting.co.uk
___
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Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Interview questions
Hello, Matt!
This TR-vs-DB discussion usually gives me a headache that only a few beers
can cure, but I'll weigh-in, anyway (proving that I can't learn from
history!).
Unless I misunderstood, Richard offered
( 'TR.lesson_status' = Completed)
as an alternative to
('DB.lesson_status' != Completed AND 'lesson_status' = Completed)
Good point about the db search, but I'd add the obvious - using only the TR
value exposes the Filter to workflow updates. If another Filter pushes
Completed to the record, even though it's already populated with
Completed, the Filter will fire.
We settled on 'TR.Fieldname != $NULL$ AND 'Fieldname' != 'DB.Fieldname'
What's wrong with this? And more to the point, what was wrong with David's
original Run If:
( 'lesson_status' = Completed ) AND ( 'DB.lesson_status' != Completed
)
I don't see where it would be a problem, either. ('Not sure I understood
how API updates impact it).
Mike White
Office: 813-978-2192
E-mail: [EMAIL PROTECTED]
Carey Matthew
BlackTo: arslist@ARSLIST.ORG
[EMAIL PROTECTED]cc:
COM Subject: Re: Interview questions
Sent by: Action
Request System
discussion
list(ARSList)
[EMAIL PROTECTED]
ORG
02/22/2008 10:52
Please respond to
arslist
Actually...
Run If qualifications (for Filters) do not cause searches to the DB.
( Which are the only context that the 'TR' vs 'DB' discussion makes
any sense in.) Run If's (for Filters and Active Links) are evaluated
by the ARS application (server or client) and not sent to the RDBMS.
However, Escalations Run If's are sent to the RDBMS as well as
Set/Push field qualifications.
Yes.. Yes... if you reference 'Field' or 'DB.Field' in a Filter Run If
then the record of interest for the transaction is fetched from the
DB. But that is based on 'Entry ID' (Field 1) and is the unique
clustered index on the form so that search is mute. It is the best
that the DB can do and the value of having the DB values at had
generally far out ways the cost of that trip to the RDMBS. (IMHO)
--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)
Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.
On Fri, Feb 22, 2008 at 10:15 AM, McCabe, Richard A. (CMS/CTR)
[EMAIL PROTECTED] wrote:
**
The following statements would fire the same, but the first statement
would
be cleaner to read, and more efficient as it would not cause a full query
of
the table by causing the database to run a not equal to search
bypassing
your indexes. ( 'TR.lesson_status' = Completed) vs. ('DB.lesson_status'
!=
Completed AND 'lesson_status' = Completed)
Richard McCabe
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of David Sanders
Sent: Thursday, February 21, 2008 6:51 PM
To: arslist@ARSLIST.ORG
Subject: Re: Interview questions
So what's wrong with
AND ( 'lesson_status' = Completed ) AND ( 'DB.lesson_status' !=
Completed )
When do you expect that to fire when you don't want it to??
David Sanders
Remedy Solution Architect
Enterprise Service Suite @ Work
==
ARS List Award Winner 2005
Best 3rd party Remedy Application
See the ESS Concepts Guide
tel +44 1494 468980
mobile +44 7710 377761
email [EMAIL PROTECTED]
web http://www.westoverconsulting.co.uk
___
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: OT - Possible Friday Humor from BMC's Knowledgebase
Not very professional BUT FUNNY AS HELL!! On 2/22/08, Lammey, Peter A. [EMAIL PROTECTED] wrote: ** I was out on BMC's Knowledge website looking up knowledge regarding table fields and their retrieving values from the a Table field column that is linked to a Selection field (or drop down field). After the list of knowledge articles was returned I opened up one titled Can I query for the values in the column within a Table Field?. This is knowledge article KM-3274. When you read this article the author wrote the Solution in a very funny manner. It seems like this person must have read too many Dr. Seuss books or something. Take a look out on BMC's website at this Knowledge article where the solution reads: Query on Columns within a Table field. You can not do it in a box with a fox, nor in a house with a mouse, or with a punk on a skunk. You can not do it here or there you can not do it anywhere, you can not Query on a Table you can not do it, you just arent able :) Thanks Peter Lammey ESPN MIT Technical Services Applications Management 860-766-4761 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ -- Warren R. Baltimore II Remedy Developer UW Medicine IT Services School of Medicine University of Washington Box 358220 1325 Fourth Ave, Suite 2000 Seattle, WA 98101 The opinions expressed in this e-mail are in no way those of the University of Washington, or the State of Washington. They are my own. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Splitting an AR 6.x system....
The ARSystem database was moved by using MS/SQL Server Enterprise Manager/Backup and Restore function. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger Sent: Friday, February 22, 2008 11:00 AM To: arslist@ARSLIST.ORG Subject: Re: Splitting an AR 6.x system ** Richard, I think some detail as to how you moved the database would be helpful. Also, please don't forget you ARS and DB information. Thanks, Roger A. Nall Manager, OSSNMS Remedy T-Mobile, USA Desk: 813-348-2556 Cell: 973-652-6723 FAX: 813-348-2565 sf49fanv AIM IM RogerNall Yahoo IM From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Richard Copits Sent: Friday, February 22, 2008 10:54 AM To: arslist@ARSLIST.ORG Subject: Splitting an AR 6.x system One of our Remedy folks has asked me if it's possible to do something that we thought would be easy, but seems not to be - maybe we're missing a step, or ??? Our AR HelpDesk 6.x system is all housed on one server - with the SQL database instance on that server as well. We'd like to split off the SQL database and put it on another server, or leave the SQL instance where it is and move the AR stuff. But, when they tried changing the arconfig file it just caused the whole thing to hang. Is it possible to separate things this way, and if so are there directions/guidelines on what/how they should be doing it? Thanks!. I know not with what weapons World War III will be fought, but World War IV will be fought with sticks and stones. Albert Einstein Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Interview questions
Well that is refreshing William - thank you for sharing that. I am once again hopeful for someone like myself who doesn't spend 24/7 doting on ARS complexities. Thanks! Candace DeCou DOI Remedy Systems Analyst Verizon Business Office: (408) 371-1112 Email: [EMAIL PROTECTED] Verizon Business - global capability, personal accountability. This e-mail is strictly confidential and intended only for use by the addressee unless otherwise indicated From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: Thursday, February 21, 2008 1:45 PM To: arslist@ARSLIST.ORG Subject: Re: Interview questions ** For what it's worth My favorite interview question What do you do in your free time?. I then look for them to be passionate about SOMETHING else in their life. I like people who are well rounded and have other interests. I don't even care if I find their particular pass time to be extremely dangerous/stupid/boring/etc - it's none of my business. What I do NOT want to hear is an answer that gives me the impression the person does not get out and live life. The only other immediate red flag for me (other than the obvious racist/sexist/etc) is someone who has a negative attitude. That stuff is like cancer and can not be allowed around a professional setting. We've all had days that go so poorly where we'd rather be back in bed by 9am - that's not unique. What is unique is how you deal with it. One of my employees told me I was mean when I interviewed her because I didn't ask her any of the questions she had prepared for :) From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Thad K Esser Sent: Thursday, February 21, 2008 3:36 PM To: arslist@ARSLIST.ORG Subject: Re: Interview questions ** At best it overcomplicates your qualification: 'TR.Field' != 'DB.Field' AND 'TR.Field' != $NULL$ vs. 'Field' != 'DB.Field' At worst it will lead to incorrect results. The 'TR.Field' notation could have a value even if the field hasn't changed (via a push field). And while you can build a qualification to take care of this, it gets really hairy quickly, and isn't necessary. Thad Esser Remedy Developer Argue for your limitations, and sure enough, they're yours.-- Richard Bach John Atherly [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 02/21/2008 11:18 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Interview questions ** Ok I'll take the bite. Why never? John Atherly American Power Conversion [EMAIL PROTECTED] 401-789-5735 Ext. 2120 1-800-788-2208 Ext. 2120 Thad K Esser [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 02/21/2008 01:30 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Interview questions ** How about: What qualification would you use to detect if the value of a field has changed? Or: When is it appropriate to use a TR value in a qualification? (Hint: NEVER) :-) Thad Esser Remedy Developer Argue for your limitations, and sure enough, they're yours.-- Richard Bach Frank Caruso [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 02/19/2008 06:32 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Interview questions I always though questions pertaining to the three phases that filters were processed in was a good question to ask. Even if the interviewee did not know the answer - exactly - it would get them talking about push, set,notifications and messaging. On Feb 19, 2008 6:31 PM, Doug Blair [EMAIL PROTECTED] wrote: Best interview question: What animal is on the cover of the O'Reilly X-Window System books? Only someone who has actually looked will know that this series has solid color covers and no animals. What you're really looking for is some indication that the interviewee is familiar with O'Reilly, and maybe (with luck) has one or two of them in a storage locker somewhere, and has been around computing long enough to understand X. If they've mastered that, they understand operating systems, and you can infer much from the conversation about which O'Reilly and Nutshell books are on their shelf. You can then have some fun talking about the animals and pets before resuming the interview :-) Doug .. Original Message ... On Tue, 19 Feb 2008 13:12:48 -0500 Kemes, Lisa [EMAIL PROTECTED] wrote: ** whew! I thought I was the only one! Lisa --- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mark Rushton Sent: Tuesday, February 19, 2008 10:11 AM To:
Re: OT - Possible Friday Humor from BMC's Knowledgebase
Who, other than Doug, could have gotten away with such a submission? If I find out, I'll have to buy him/her a beverage next RUG. We need more lighthearted stuff in a serious world these days. Rick On Fri, Feb 22, 2008 at 8:38 AM, Warren Baltimore [EMAIL PROTECTED] wrote: ** Not very professional BUT FUNNY AS HELL!! On 2/22/08, Lammey, Peter A. [EMAIL PROTECTED] wrote: ** I was out on BMC's Knowledge website looking up knowledge regarding table fields and their retrieving values from the a Table field column that is linked to a Selection field (or drop down field). After the list of knowledge articles was returned I opened up one titled Can I query for the values in the column within a Table Field?. This is knowledge article KM-3274. When you read this article the author wrote the Solution in a very funny manner. It seems like this person must have read too many Dr. Seuss books or something. Take a look out on BMC's website at this Knowledge article where the solution reads: Query on Columns within a Table field. You can not do it in a box with a fox, nor in a house with a mouse, or with a punk on a skunk. You can not do it here or there you can not do it anywhere, you can not Query on a Table you can not do it, you just arent able :) Thanks Peter Lammey ESPN MIT Technical Services Applications Management 860-766-4761 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ -- Warren R. Baltimore II Remedy Developer UW Medicine IT Services School of Medicine University of Washington Box 358220 1325 Fourth Ave, Suite 2000 Seattle, WA 98101 The opinions expressed in this e-mail are in no way those of the University of Washington, or the State of Washington. They are my own. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Patching ITSM 7.0.3 question
That is the same error I am seeing and also on the FlightDeck. Is the flightdeck runing 7.0.2 or 7.0.3? Mine is 7.0.3. hbr On Fri, Feb 22, 2008 at 10:48 AM, Rune Sorlid [EMAIL PROTECTED] wrote: ** Hi. I have updatet 2 ITSM(7.0.2) dev servers on Windows, AR-Server 7.1without any problems, but when i tried to update my Flight Deck(VMWare VM - Windows Server). The patch-up failed with an internal error. It wasnt able to create a Application Summary. /Rune Sorlid 2008/2/22, J.T. Shyman [EMAIL PROTECTED]: ** I patched a Linux VM running AR 7.1 Patch 1 with ITSM 7.0.2 unpatched to patch 7 to patch 7 and it worked great. J.T. Shyman Column Technologies -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Howard Richter *Sent:* Friday, February 22, 2008 9:53 AM *To:* arslist@ARSLIST.ORG *Subject:* Patching ITSM 7.0.3 question ** Good morning all, Has anyone tried to patch a 7.0.3 itsm system with the new patch 7 and did it work? -- Howard Richter (Will install ITSM 7 for food) ITIL Foundation Certified Red Hat Certified Technician CompTIA Linux+ Certified [EMAIL PROTECTED] Resume = http://hotjobs.yahoo.com/resumes/hrichter_1/resumeofhoward(2) __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ -- Howard Richter ITIL Foundation Certified Red Hat Certified Technician CompTIA Linux+ Certified [EMAIL PROTECTED] Resume = http://hotjobs.yahoo.com/resumes/hrichter_1/resumeofhoward(2) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Setting the background color of a form with an active link
Anyone know if there's an equivalent of the run process action SET-RO-COLOR to set the background color of a form using workflow? I've been searching through the archives and a couple of people said it was possible, but no one said how. ARS 7.0.1 patch 6 Thanks. Mike ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Setting the background color of a form with an active link
I would imagine it would be something like PERFORM-ACTION-SET-PREFERENCE field_ID value Sets the value of the field you specify in the User Preferences form. For example, to set the value of the User Locale field to Japanese, enter the following command: PERFORM-ACTION-SET-PREFERENCE 20121 ja_JP where 20121 is the field ID of the User Locale field and ja_JP is the value that represents a Japanese locale. To find the field ID: 1 Open the AR System User Preference form using BMC Remedy Administrator. 2 Double-click the field in question to display the Field Properties dialog box. 3 Click the Database tab. The field ID is displayed in the ID field. To find the value or format of a user preference field: 1 Log in to a preference server using BMC Remedy User. 2 Choose Tools Options. The Options window is displayed. 3 Specify a value for a user preference, and click OK. 4 Open the AR System User Preference form to see what format is used or what value is stored in the corresponding I got this from Page 213 of the Worflow Reference Guide for 7.1 I believe you can look in the preference record and find the defined color for search/modify/submit windows, and set that preference...but this is just a guess as I've never tried doing it. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mike Wallick Sent: Friday, February 22, 2008 10:19 AM To: arslist@ARSLIST.ORG Subject: Setting the background color of a form with an active link Anyone know if there's an equivalent of the run process action SET-RO-COLOR to set the background color of a form using workflow? I've been searching through the archives and a couple of people said it was possible, but no one said how. ARS 7.0.1 patch 6 Thanks. Mike ___ 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: Interview questions
We settled on 'TR.Fieldname != $NULL$ AND 'Fieldname' != 'DB.Fieldname'
What's wrong with this?
Its more complicated than it needs to be. ('Fieldname' !=
'DB.Fieldname') by itself will give you the same results.
By the way, the discussion isn't TR versus DB values, but rather whether
or not there is a need to use the TR values (DB values are useful). My
contention is that using TR values introduces unnecessary confusion and
can cause unexpected results, without any benefit.
I'll drop the topic for now, but if anyone wants to continue the
discussion off-list feel free to email me.
Thad Esser
Remedy Developer
Argue for your limitations, and sure enough, they're yours.-- Richard
Bach
Mike White [EMAIL PROTECTED]
Sent by: Action Request System discussion list(ARSList)
arslist@ARSLIST.ORG
02/22/2008 08:27 AM
Please respond to
arslist@ARSLIST.ORG
To
arslist@ARSLIST.ORG
cc
Subject
Re: Interview questions
**
Hello, Matt!
This TR-vs-DB discussion usually gives me a headache that only a few beers
can cure, but I'll weigh-in, anyway (proving that I can't learn from
history!).
Unless I misunderstood, Richard offered
( 'TR.lesson_status' = Completed)
as an alternative to
('DB.lesson_status' != Completed AND 'lesson_status' = Completed)
Good point about the db search, but I'd add the obvious - using only the
TR value exposes the Filter to workflow updates. If another Filter pushes
Completed to the record, even though it's already populated with
Completed, the Filter will fire.
We settled on 'TR.Fieldname != $NULL$ AND 'Fieldname' != 'DB.Fieldname'
What's wrong with this? And more to the point, what was wrong with David's
original Run If:
( 'lesson_status' = Completed ) AND ( 'DB.lesson_status' != Completed
)
I don't see where it would be a problem, either. ('Not sure I understood
how API updates impact it).
Mike White
Office: 813-978-2192
E-mail: [EMAIL PROTECTED]
Carey Matthew Black [EMAIL PROTECTED]
Carey Matthew Black [EMAIL PROTECTED]
Sent by: Action Request System discussion list(ARSList)
arslist@ARSLIST.ORG
02/22/2008 10:52
Please respond to arslist
To: arslist@ARSLIST.ORG
cc:
Subject: Re: Interview questions
Actually...
Run If qualifications (for Filters) do not cause searches to the DB.
( Which are the only context that the 'TR' vs 'DB' discussion makes
any sense in.) Run If's (for Filters and Active Links) are evaluated
by the ARS application (server or client) and not sent to the RDBMS.
However, Escalations Run If's are sent to the RDBMS as well as
Set/Push field qualifications.
Yes.. Yes... if you reference 'Field' or 'DB.Field' in a Filter Run If
then the record of interest for the transaction is fetched from the
DB. But that is based on 'Entry ID' (Field 1) and is the unique
clustered index on the form so that search is mute. It is the best
that the DB can do and the value of having the DB values at had
generally far out ways the cost of that trip to the RDMBS. (IMHO)
--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)
Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.
On Fri, Feb 22, 2008 at 10:15 AM, McCabe, Richard A. (CMS/CTR)
[EMAIL PROTECTED] wrote:
**
The following statements would fire the same, but the first statement
would
be cleaner to read, and more efficient as it would not cause a full
query of
the table by causing the database to run a not equal to search
bypassing
your indexes. ( 'TR.lesson_status' = Completed) vs.
('DB.lesson_status' !=
Completed AND 'lesson_status' = Completed)
Richard McCabe
From: Action Request System discussion list(ARSList)
__Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
html___
***IMPORTANT NOTICE: This communication, including any attachment, contains
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the entity or individual to whom it is addressed. If you are not the intended
recipient, you should delete this message and are hereby notified that any
disclosure, copying, or distribution of this message is strictly prohibited.
Nothing in this email, including any attachment, is intended to be a legally
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___
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Re: Setting the background color of a form with an active link
I saw that but I guess I didn't consider that as an option. Since all of my users are supposed to be using a preference server, I think that will work, though I would have preferred something that could be controlled globally on the server side. Thanks LJ. On 2/22/08, LJ Longwing [EMAIL PROTECTED] wrote: I would imagine it would be something like PERFORM-ACTION-SET-PREFERENCE field_ID value Sets the value of the field you specify in the User Preferences form. For example, to set the value of the User Locale field to Japanese, enter the following command: PERFORM-ACTION-SET-PREFERENCE 20121 ja_JP where 20121 is the field ID of the User Locale field and ja_JP is the value that represents a Japanese locale. To find the field ID: 1 Open the AR System User Preference form using BMC Remedy Administrator. 2 Double-click the field in question to display the Field Properties dialog box. 3 Click the Database tab. The field ID is displayed in the ID field. To find the value or format of a user preference field: 1 Log in to a preference server using BMC Remedy User. 2 Choose Tools Options. The Options window is displayed. 3 Specify a value for a user preference, and click OK. 4 Open the AR System User Preference form to see what format is used or what value is stored in the corresponding I got this from Page 213 of the Worflow Reference Guide for 7.1 I believe you can look in the preference record and find the defined color for search/modify/submit windows, and set that preference...but this is just a guess as I've never tried doing it. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mike Wallick Sent: Friday, February 22, 2008 10:19 AM To: arslist@ARSLIST.ORG Subject: Setting the background color of a form with an active link Anyone know if there's an equivalent of the run process action SET-RO-COLOR to set the background color of a form using workflow? I've been searching through the archives and a couple of people said it was possible, but no one said how. ARS 7.0.1 patch 6 Thanks. Mike ___ 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: Setting the background color of a form with an active link
I think this setting sets the preference no matter if they are on a preference server or not, but I could be wrong on that. If you are wanting to control it at the server level, you could set it directly in each preference record and have normal workflow that sets it on create/update, or whatever conditions you want -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mike Wallick Sent: Friday, February 22, 2008 10:57 AM To: arslist@ARSLIST.ORG Subject: Re: Setting the background color of a form with an active link I saw that but I guess I didn't consider that as an option. Since all of my users are supposed to be using a preference server, I think that will work, though I would have preferred something that could be controlled globally on the server side. Thanks LJ. On 2/22/08, LJ Longwing [EMAIL PROTECTED] wrote: I would imagine it would be something like PERFORM-ACTION-SET-PREFERENCE field_ID value Sets the value of the field you specify in the User Preferences form. For example, to set the value of the User Locale field to Japanese, enter the following command: PERFORM-ACTION-SET-PREFERENCE 20121 ja_JP where 20121 is the field ID of the User Locale field and ja_JP is the value that represents a Japanese locale. To find the field ID: 1 Open the AR System User Preference form using BMC Remedy Administrator. 2 Double-click the field in question to display the Field Properties dialog box. 3 Click the Database tab. The field ID is displayed in the ID field. To find the value or format of a user preference field: 1 Log in to a preference server using BMC Remedy User. 2 Choose Tools Options. The Options window is displayed. 3 Specify a value for a user preference, and click OK. 4 Open the AR System User Preference form to see what format is used or what value is stored in the corresponding I got this from Page 213 of the Worflow Reference Guide for 7.1 I believe you can look in the preference record and find the defined color for search/modify/submit windows, and set that preference...but this is just a guess as I've never tried doing it. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mike Wallick Sent: Friday, February 22, 2008 10:19 AM To: arslist@ARSLIST.ORG Subject: Setting the background color of a form with an active link Anyone know if there's an equivalent of the run process action SET-RO-COLOR to set the background color of a form using workflow? I've been searching through the archives and a couple of people said it was possible, but no one said how. ARS 7.0.1 patch 6 Thanks. Mike __ __ ___ 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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Interview questions
:)...this is the holy war I was trying to avoid...but the only thing that I
have to say about TR being useful is that I remember reading at one point in
a remedy document that TR being before a DB statement prevents the
relatively uncostly query to the DB to determine the DB value, or in other
words, in extremely high volume applications if TR is null, it stops parsing
the qualification, and saves time.
_
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Thad K Esser
Sent: Friday, February 22, 2008 10:52 AM
To: arslist@ARSLIST.ORG
Subject: Re: Interview questions
**
We settled on 'TR.Fieldname != $NULL$ AND 'Fieldname' != 'DB.Fieldname'
What's wrong with this?
Its more complicated than it needs to be. ('Fieldname' != 'DB.Fieldname')
by itself will give you the same results.
By the way, the discussion isn't TR versus DB values, but rather whether or
not there is a need to use the TR values (DB values are useful). My
contention is that using TR values introduces unnecessary confusion and can
cause unexpected results, without any benefit.
I'll drop the topic for now, but if anyone wants to continue the discussion
off-list feel free to email me.
Thad Esser
Remedy Developer
Argue for your limitations, and sure enough, they're yours.-- Richard Bach
Mike White [EMAIL PROTECTED]
Sent by: Action Request System discussion list(ARSList)
arslist@ARSLIST.ORG
02/22/2008 08:27 AM
Please respond to
arslist@ARSLIST.ORG
To
arslist@ARSLIST.ORG
cc
Subject
Re: Interview questions
**
Hello, Matt!
This TR-vs-DB discussion usually gives me a headache that only a few beers
can cure, but I'll weigh-in, anyway (proving that I can't learn from
history!).
Unless I misunderstood, Richard offered
( 'TR.lesson_status' = Completed)
as an alternative to
('DB.lesson_status' != Completed AND 'lesson_status' = Completed)
Good point about the db search, but I'd add the obvious - using only the TR
value exposes the Filter to workflow updates. If another Filter pushes
Completed to the record, even though it's already populated with
Completed, the Filter will fire.
We settled on 'TR.Fieldname != $NULL$ AND 'Fieldname' != 'DB.Fieldname'
What's wrong with this? And more to the point, what was wrong with David's
original Run If:
( 'lesson_status' = Completed ) AND ( 'DB.lesson_status' != Completed )
I don't see where it would be a problem, either. ('Not sure I understood how
API updates impact it).
Mike White
Office: 813-978-2192
E-mail: [EMAIL PROTECTED]
Carey Matthew Black [EMAIL PROTECTED]
Carey Matthew Black [EMAIL PROTECTED]
Sent by: Action Request System discussion list(ARSList)
arslist@ARSLIST.ORG
02/22/2008 10:52
Please respond to arslist
To: arslist@ARSLIST.ORG
cc:
Subject: Re: Interview questions
Actually...
Run If qualifications (for Filters) do not cause searches to the DB.
( Which are the only context that the 'TR' vs 'DB' discussion makes
any sense in.) Run If's (for Filters and Active Links) are evaluated
by the ARS application (server or client) and not sent to the RDBMS.
However, Escalations Run If's are sent to the RDBMS as well as
Set/Push field qualifications.
Yes.. Yes... if you reference 'Field' or 'DB.Field' in a Filter Run If
then the record of interest for the transaction is fetched from the
DB. But that is based on 'Entry ID' (Field 1) and is the unique
clustered index on the form so that search is mute. It is the best
that the DB can do and the value of having the DB values at had
generally far out ways the cost of that trip to the RDMBS. (IMHO)
--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)
Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.
On Fri, Feb 22, 2008 at 10:15 AM, McCabe, Richard A. (CMS/CTR)
[EMAIL PROTECTED] wrote:
**
The following statements would fire the same, but the first statement
would
be cleaner to read, and more efficient as it would not cause a full query
of
the table by causing the database to run a not equal to search bypassing
your indexes. ( 'TR.lesson_status' = Completed) vs. ('DB.lesson_status'
!=
Completed AND 'lesson_status' = Completed)
Richard McCabe
From: Action Request System discussion list(ARSList)
__Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
html___
***IMPORTANT NOTICE: This communication, including any attachment, contains
information that may be confidential or privileged, and is intended solely
for the entity or individual to whom it is addressed. If you are not the
intended recipient, you should delete this message and are hereby notified
that any disclosure, copying, or distribution of this message is strictly
prohibited. Nothing in this email, including any attachment, is intended to
be a legally binding signature.***
__Platinum Sponsor: www.rmsportal.com ARSlist: Where
Re: Splitting an AR 6.x system....
Whenever you restore the database on MS SQL Server, you need to go in immediately (before starting the Remedy services) and update the ARAdmin account in SQL Server and give it dbo privileges to the restored database (whether on 2000 or 2005). We perform the backup/restore process all of the time to bring servers into sync. You should get an authentication error message in the log if you forget to do this because the Remedy server service will not be able to log into the SQL Server. //SIGNED// Craig Carter Software Engineer, RSP From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Richard Copits Sent: Friday, February 22, 2008 9:39 AM To: arslist@ARSLIST.ORG Subject: Re: Splitting an AR 6.x system The ARSystem database was moved by using MS/SQL Server Enterprise Manager/Backup and Restore function. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger Sent: Friday, February 22, 2008 11:00 AM To: arslist@ARSLIST.ORG Subject: Re: Splitting an AR 6.x system ** Richard, I think some detail as to how you moved the database would be helpful. Also, please don't forget you ARS and DB information. Thanks, Roger A. Nall Manager, OSSNMS Remedy T-Mobile, USA Desk: 813-348-2556 Cell: 973-652-6723 FAX: 813-348-2565 sf49fanv AIM IM RogerNall Yahoo IM From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Richard Copits Sent: Friday, February 22, 2008 10:54 AM To: arslist@ARSLIST.ORG Subject: Splitting an AR 6.x system One of our Remedy folks has asked me if it's possible to do something that we thought would be easy, but seems not to be - maybe we're missing a step, or ??? Our AR HelpDesk 6.x system is all housed on one server - with the SQL database instance on that server as well. We'd like to split off the SQL database and put it on another server, or leave the SQL instance where it is and move the AR stuff. But, when they tried changing the arconfig file it just caused the whole thing to hang. Is it possible to separate things this way, and if so are there directions/guidelines on what/how they should be doing it? Thanks!. I know not with what weapons World War III will be fought, but World War IV will be fought with sticks and stones. Albert Einstein Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Interview questions
I guess when you drop something, it has the tendency to bounce. :-)
I was wondering when the time argument would come up. If using the TR
value saves time in a filter qualification, then wouldn't it make sense to
go through ALL your filters and incorporate a TR element to them? Think
of all the filters you have where the intent of the qualification is
something other than to detect a field value changing. If the time
savings is worth introducing errors, then it should be done on all
filters.
Thad Esser
Remedy Developer
Argue for your limitations, and sure enough, they're yours.-- Richard
Bach
LJ Longwing [EMAIL PROTECTED]
Sent by: Action Request System discussion list(ARSList)
arslist@ARSLIST.ORG
02/22/2008 10:10 AM
Please respond to
arslist@ARSLIST.ORG
To
arslist@ARSLIST.ORG
cc
Subject
Re: Interview questions
**
:)...this is the holy war I was trying to avoid...but the only thing that
I have to say about TR being useful is that I remember reading at one
point in a remedy document that TR being before a DB statement prevents
the relatively uncostly query to the DB to determine the DB value, or in
other words, in extremely high volume applications if TR is null, it stops
parsing the qualification, and saves time.
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Thad K Esser
Sent: Friday, February 22, 2008 10:52 AM
To: arslist@ARSLIST.ORG
Subject: Re: Interview questions
**
We settled on 'TR.Fieldname != $NULL$ AND 'Fieldname' != 'DB.Fieldname'
What's wrong with this?
Its more complicated than it needs to be. ('Fieldname' !=
'DB.Fieldname') by itself will give you the same results.
By the way, the discussion isn't TR versus DB values, but rather whether
or not there is a need to use the TR values (DB values are useful). My
contention is that using TR values introduces unnecessary confusion and
can cause unexpected results, without any benefit.
I'll drop the topic for now, but if anyone wants to continue the
discussion off-list feel free to email me.
Thad Esser
Remedy Developer
Argue for your limitations, and sure enough, they're yours.-- Richard
Bach
Mike White [EMAIL PROTECTED]
Sent by: Action Request System discussion list(ARSList)
arslist@ARSLIST.ORG
02/22/2008 08:27 AM
Please respond to
arslist@ARSLIST.ORG
To
arslist@ARSLIST.ORG
cc
Subject
Re: Interview questions
**
Hello, Matt!
This TR-vs-DB discussion usually gives me a headache that only a few beers
can cure, but I'll weigh-in, anyway (proving that I can't learn from
history!).
Unless I misunderstood, Richard offered
( 'TR.lesson_status' = Completed)
as an alternative to
('DB.lesson_status' != Completed AND 'lesson_status' = Completed)
Good point about the db search, but I'd add the obvious - using only the
TR value exposes the Filter to workflow updates. If another Filter pushes
Completed to the record, even though it's already populated with
Completed, the Filter will fire.
We settled on 'TR.Fieldname != $NULL$ AND 'Fieldname' != 'DB.Fieldname'
What's wrong with this? And more to the point, what was wrong with David's
original Run If:
( 'lesson_status' = Completed ) AND ( 'DB.lesson_status' != Completed
)
I don't see where it would be a problem, either. ('Not sure I understood
how API updates impact it).
Mike White
Office: 813-978-2192
E-mail: [EMAIL PROTECTED]
Carey Matthew Black [EMAIL PROTECTED]
Carey Matthew Black [EMAIL PROTECTED]
Sent by: Action Request System discussion list(ARSList)
arslist@ARSLIST.ORG
02/22/2008 10:52
Please respond to arslist
To: arslist@ARSLIST.ORG
cc:
Subject: Re: Interview questions
Actually...
Run If qualifications (for Filters) do not cause searches to the DB.
( Which are the only context that the 'TR' vs 'DB' discussion makes
any sense in.) Run If's (for Filters and Active Links) are evaluated
by the ARS application (server or client) and not sent to the RDBMS.
However, Escalations Run If's are sent to the RDBMS as well as
Set/Push field qualifications.
Yes.. Yes... if you reference 'Field' or 'DB.Field' in a Filter Run If
then the record of interest for the transaction is fetched from the
DB. But that is based on 'Entry ID' (Field 1) and is the unique
clustered index on the form so that search is mute. It is the best
that the DB can do and the value of having the DB values at had
generally far out ways the cost of that trip to the RDMBS. (IMHO)
--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)
Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.
On Fri, Feb 22, 2008 at 10:15 AM, McCabe, Richard A. (CMS/CTR)
[EMAIL PROTECTED] wrote:
**
The following statements would fire the same, but the first statement
would
be cleaner to read, and more efficient as it would not cause a full
query of
the table by causing the database to run a not equal to search
bypassing
your
Re: Interview questions
my bad. sorry.
Mike White
Office: 813-978-2192
E-mail: [EMAIL PROTECTED]
Thad K Esser
[EMAIL PROTECTED]To: arslist@ARSLIST.ORG
COM cc:
Sent by: Action Subject: Re: Interview questions
Request System
discussion
list(ARSList)
[EMAIL PROTECTED]
ORG
02/22/2008 13:25
Please respond to
arslist
**
I guess when you drop something, it has the tendency to bounce. :-)
I was wondering when the time argument would come up. If using the TR
value saves time in a filter qualification, then wouldn't it make sense to
go through ALL your filters and incorporate a TR element to them? Think of
all the filters you have where the intent of the qualification is something
other than to detect a field value changing. If the time savings is worth
introducing errors, then it should be done on all filters.
Thad Esser
Remedy Developer
Argue for your limitations, and sure enough, they're yours.-- Richard
Bach
LJ Longwing [EMAIL PROTECTED]
Sent by: Action Request System discussion
list(ARSList) arslist@ARSLIST.ORG To
[EMAIL PROTECTED]
IST.ORG
02/22/2008 10:10 AMcc
Subject
Please respond to Re:
arslist@ARSLIST.ORG Interview
questions
**
:)...this is the holy war I was trying to avoid...but the only thing that I
have to say about TR being useful is that I remember reading at one point
in a remedy document that TR being before a DB statement prevents the
relatively uncostly query to the DB to determine the DB value, or in other
words, in extremely high volume applications if TR is null, it stops
parsing the qualification, and saves time.
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Thad K Esser
Sent: Friday, February 22, 2008 10:52 AM
To: arslist@ARSLIST.ORG
Subject: Re: Interview questions
**
We settled on 'TR.Fieldname != $NULL$ AND 'Fieldname' != 'DB.Fieldname'
What's wrong with this?
Its more complicated than it needs to be. ('Fieldname' != 'DB.Fieldname')
by itself will give you the same results.
By the way, the discussion isn't TR versus DB values, but rather whether or
not there is a need to use the TR values (DB values are useful). My
contention is that using TR values introduces unnecessary confusion and can
cause unexpected results, without any benefit.
I'll drop the topic for now, but if anyone wants to continue the discussion
off-list feel free to email me.
Thad Esser
Remedy Developer
Argue for your limitations, and sure enough, they're yours.-- Richard
Bach
Mike White [EMAIL PROTECTED]
Sent by: Action Request System discussion
list(ARSList) arslist@ARSLIST.ORG
To
Re: Interview questions
If we both drop it do you think someone else will pick it up?
(how bout neither of us respond to this thread...I'll bet it dies by end of
the day...:)
_
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Thad K Esser
Sent: Friday, February 22, 2008 11:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: Interview questions
**
I guess when you drop something, it has the tendency to bounce. :-)
I was wondering when the time argument would come up. If using the TR value
saves time in a filter qualification, then wouldn't it make sense to go
through ALL your filters and incorporate a TR element to them? Think of all
the filters you have where the intent of the qualification is something
other than to detect a field value changing. If the time savings is worth
introducing errors, then it should be done on all filters.
Thad Esser
Remedy Developer
Argue for your limitations, and sure enough, they're yours.-- Richard Bach
LJ Longwing [EMAIL PROTECTED]
Sent by: Action Request System discussion list(ARSList)
arslist@ARSLIST.ORG
02/22/2008 10:10 AM
Please respond to
arslist@ARSLIST.ORG
To
arslist@ARSLIST.ORG
cc
Subject
Re: Interview questions
**
:)...this is the holy war I was trying to avoid...but the only thing that I
have to say about TR being useful is that I remember reading at one point in
a remedy document that TR being before a DB statement prevents the
relatively uncostly query to the DB to determine the DB value, or in other
words, in extremely high volume applications if TR is null, it stops parsing
the qualification, and saves time.
_
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Thad K Esser
Sent: Friday, February 22, 2008 10:52 AM
To: arslist@ARSLIST.ORG
Subject: Re: Interview questions
**
We settled on 'TR.Fieldname != $NULL$ AND 'Fieldname' != 'DB.Fieldname'
What's wrong with this?
Its more complicated than it needs to be. ('Fieldname' != 'DB.Fieldname')
by itself will give you the same results.
By the way, the discussion isn't TR versus DB values, but rather whether or
not there is a need to use the TR values (DB values are useful). My
contention is that using TR values introduces unnecessary confusion and can
cause unexpected results, without any benefit.
I'll drop the topic for now, but if anyone wants to continue the discussion
off-list feel free to email me.
Thad Esser
Remedy Developer
Argue for your limitations, and sure enough, they're yours.-- Richard Bach
Mike White [EMAIL PROTECTED]
Sent by: Action Request System discussion list(ARSList)
arslist@ARSLIST.ORG
02/22/2008 08:27 AM
Please respond to
arslist@ARSLIST.ORG
To
arslist@ARSLIST.ORG
cc
Subject
Re: Interview questions
**
Hello, Matt!
This TR-vs-DB discussion usually gives me a headache that only a few beers
can cure, but I'll weigh-in, anyway (proving that I can't learn from
history!).
Unless I misunderstood, Richard offered
( 'TR.lesson_status' = Completed)
as an alternative to
('DB.lesson_status' != Completed AND 'lesson_status' = Completed)
Good point about the db search, but I'd add the obvious - using only the TR
value exposes the Filter to workflow updates. If another Filter pushes
Completed to the record, even though it's already populated with
Completed, the Filter will fire.
We settled on 'TR.Fieldname != $NULL$ AND 'Fieldname' != 'DB.Fieldname'
What's wrong with this? And more to the point, what was wrong with David's
original Run If:
( 'lesson_status' = Completed ) AND ( 'DB.lesson_status' != Completed )
I don't see where it would be a problem, either. ('Not sure I understood how
API updates impact it).
Mike White
Office: 813-978-2192
E-mail: [EMAIL PROTECTED]
Carey Matthew Black [EMAIL PROTECTED]
Carey Matthew Black [EMAIL PROTECTED]
Sent by: Action Request System discussion list(ARSList)
arslist@ARSLIST.ORG
02/22/2008 10:52
Please respond to arslist
To: arslist@ARSLIST.ORG
cc:
Subject: Re: Interview questions
Actually...
Run If qualifications (for Filters) do not cause searches to the DB.
( Which are the only context that the 'TR' vs 'DB' discussion makes
any sense in.) Run If's (for Filters and Active Links) are evaluated
by the ARS application (server or client) and not sent to the RDBMS.
However, Escalations Run If's are sent to the RDBMS as well as
Set/Push field qualifications.
Yes.. Yes... if you reference 'Field' or 'DB.Field' in a Filter Run If
then the record of interest for the transaction is fetched from the
DB. But that is based on 'Entry ID' (Field 1) and is the unique
clustered index on the form so that search is mute. It is the best
that the DB can do and the value of having the DB values at had
generally far out ways the cost of that trip to the RDMBS. (IMHO)
--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)
Love, then teach
Interview questions - if you can stand one more.
I was caught off-guard the first time I fielded the question: What would you say is your weakest qualification? Since then it's been phrased a number of ways, but the interviewee usually means, what in your work do you have the most trouble with? One interviewer asked me, Why should we NOT hire you? My usual answer has been, I get wrapped around the axle when encountering a problem and sometimes wait too long to ask for help. -- Bob Rowe, Remedy Action Request System Development and Administration [EMAIL PROTECTED] The golden rule is to test everything in the light of reason and experience, no matter from where it comes. Mohandas K. Gandhi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Interview questions
Wait, wait...
This statement isn't right:
..the discussion isn't TRversus DB values, but rather whether or not there is
a need to use theTR values (DB values are useful).
No, the point is in a filter qualification when you refer to a field name on
the form, it is assumed by the AR Server engine that the value *is* the TR
value. Hence, many people argue that adding the TR prefix merely adds fluff or
noise. This qualification:
('TR.Fieldname' != 'DB.Fieldname')
...is identical to:
('Fieldname' != 'DB.Fieldname')
To your first point, that you don't need the first half of:
( 'TR.Fieldname != $NULL$ ) AND ( 'Fieldname' != 'DB.Fieldname' )
...be sure you understand what you really want the filter to do. What this is
saying is, I want the filter to fire if the transactional value -- i.e., what
the user just entered in the field -- is not null, *AND* it's different from
what's in the database.
And you could write it like this:
( 'Fieldname != $NULL$ ) AND ( 'Fieldname' != 'DB.Fieldname' )
...because field names without the TR prefix are presumed to be references to
the current value in the form as the filter is executing.
However, I've said it before -- I frequently will add the TR fluff if I think
it helps readability.
--Tim
- Original Message
From: Thad K Esser [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Friday, February 22, 2008 12:52:17 PM
Subject: Re: [ARSLIST] Interview questions
**
We settled on 'TR.Fieldname != $NULL$ AND 'Fieldname'
!= 'DB.Fieldname'
What's wrong with this?
Its more complicated than it needs to
be. ('Fieldname' != 'DB.Fieldname') by itself will give you the
same results.
By the way, the discussion isn't TR
versus DB values, but rather whether or not there is a need to use the
TR values (DB values are useful). My contention is that using TR
values introduces unnecessary confusion and can cause unexpected results,
without any benefit.
I'll drop the topic for now, but if
anyone wants to continue the discussion off-list feel free to email me.
Thad Esser
Remedy Developer
Argue for your limitations, and sure enough, they're yours.--Richard Bach
Mike White
[EMAIL PROTECTED]
Sent by: Action Request System
discussion list(ARSList) arslist@ARSLIST.ORG02/22/2008 08:27 AMPlease
respond to
arslist@ARSLIST.ORG
To
[EMAIL PROTECTED]
Subject
Re: Interview questions
** Hello, Matt!
This TR-vs-DB discussion usually gives me a headache that only a few beerscan
cure, but I'll weigh-in, anyway (proving that I can't learn from history!).
Unless I misunderstood, Richard offered
( 'TR.lesson_status' = Completed)
as an alternative to
('DB.lesson_status' != Completed AND 'lesson_status' = Completed)
Good point about the db search, but I'd add the obvious - using only theTR
value exposes the Filter to workflow updates. If another Filter
pushesCompleted to the record, even though it's already populatedwith
Completed, the Filter will fire.
We settled on 'TR.Fieldname != $NULL$ AND 'Fieldname' != 'DB.Fieldname'
What's wrong with this? And more to the point, what was wrong with
David'soriginal Run If:
( 'lesson_status' = Completed ) AND ( 'DB.lesson_status' !=Completed )
I don't see where it would be a problem, either. ('Not sure I understoodhow API
updates impact it).
Mike White
Office: 813-978-2192
E-mail: [EMAIL PROTECTED]
Carey Matthew Black [EMAIL PROTECTED]
Carey Matthew Black [EMAIL PROTECTED]
Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG
02/22/2008 10:52
Please respond to arslist
To: arslist@ARSLIST.ORG
cc:
Subject: Re: Interview questions
Actually...
Run If qualifications (for Filters) do not cause searches tothe DB.
( Which are the only context that the 'TR' vs 'DB' discussion makes
any sense in.) Run If's (for Filters and Active Links) are evaluated
by the ARS application (server or client) and not sent to the RDBMS.
However, Escalations Run If's are sent to the RDBMS as well as
Set/Push field qualifications.
Yes.. Yes... if you reference 'Field' or 'DB.Field' in a Filter Run If
then the record of interest for the transaction is fetched from the
DB. But that is based on 'Entry ID' (Field 1) and is the unique
clustered index on the form so that search is mute. It is the best
that the DB can do and the value of having the DB values at had
generally far out ways the cost of that trip to the RDMBS. (IMHO)
--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)
Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.
On Fri, Feb 22, 2008 at 10:15 AM, McCabe, Richard A. (CMS/CTR)
[EMAIL PROTECTED] wrote:
**
The following statements would fire the same, but the first statementwould
be cleaner to read, and more efficient as it would not cause a fullquery of
the table by causing the database to run a not equal tosearch bypassing
your indexes. ( 'TR.lesson_status' = Completed) vs. ('DB.lesson_status'!=
Re: Interview questions
And if you really want to test whether or not the person (or system)
entered something whether or not it is the same as the database value?
_
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tim Widowfield
Sent: February 22, 2008 2:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: Interview questions
**
Wait, wait...
This statement isn't right:
..the discussion isn't TR versus DB values, but rather whether or not there
is a need to use the TR values (DB values are useful).
No, the point is in a filter qualification when you refer to a field name on
the form, it is assumed by the AR Server engine that the value *is* the TR
value. Hence, many people argue that adding the TR prefix merely adds fluff
or noise. This qualification:
('TR.Fieldname' != 'DB.Fieldname')
...is identical to:
('Fieldname' != 'DB.Fieldname')
To your first point, that you don't need the first half of:
( 'TR.Fieldname != $NULL$ ) AND ( 'Fieldname' != 'DB.Fieldname' )
...be sure you understand what you really want the filter to do. What this
is saying is, I want the filter to fire if the transactional value -- i.e.,
what the user just entered in the field -- is not null, *AND* it's different
from what's in the database.
And you could write it like this:
( 'Fieldname != $NULL$ ) AND ( 'Fieldname' != 'DB.Fieldname' )
...because field names without the TR prefix are presumed to be references
to the current value in the form as the filter is executing.
However, I've said it before -- I frequently will add the TR fluff if I
think it helps readability.
--Tim
- Original Message
From: Thad K Esser [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Friday, February 22, 2008 12:52:17 PM
Subject: Re: [ARSLIST] Interview questions
**
We settled on 'TR.Fieldname != $NULL$ AND 'Fieldname' != 'DB.Fieldname'
What's wrong with this?
Its more complicated than it needs to be. ('Fieldname' != 'DB.Fieldname')
by itself will give you the same results.
By the way, the discussion isn't TR versus DB values, but rather whether or
not there is a need to use the TR values (DB values are useful). My
contention is that using TR values introduces unnecessary confusion and can
cause unexpected results, without any benefit.
I'll drop the topic for now, but if anyone wants to continue the discussion
off-list feel free to email me.
Thad Esser
Remedy Developer
Argue for your limitations, and sure enough, they're yours.-- Richard Bach
Mike White [EMAIL PROTECTED]
Sent by: Action Request System discussion list(ARSList)
arslist@ARSLIST.ORG
02/22/2008 08:27 AM
Please respond to
arslist@ARSLIST.ORG
To
arslist@ARSLIST.ORG
cc
Subject
Re: Interview questions
**
Hello, Matt!
This TR-vs-DB discussion usually gives me a headache that only a few beers
can cure, but I'll weigh-in, anyway (proving that I can't learn from
history!).
Unless I misunderstood, Richard offered
( 'TR.lesson_status' = Completed)
as an alternative to
('DB.lesson_status' != Completed AND 'lesson_status' = Completed)
Good point about the db search, but I'd add the obvious - using only the TR
value exposes the Filter to workflow updates. If another Filter pushes
Completed to the record, even though it's already populated with
Completed, the Filter will fire.
We settled on 'TR.Fieldname != $NULL$ AND 'Fieldname' != 'DB.Fieldname'
What's wrong with this? And more to the point, what was wrong with David's
original Run If:
( 'lesson_status' = Completed ) AND ( 'DB.lesson_status' != Completed )
I don't see where it would be a problem, either. ('Not sure I understood how
API updates impact it).
Mike White
Office: 813-978-2192
E-mail: [EMAIL PROTECTED]
Carey Matthew Black [EMAIL PROTECTED]
Carey Matthew Black [EMAIL PROTECTED]
Sent by: Action Request System discussion list(ARSList)
arslist@ARSLIST.ORG
02/22/2008 10:52
Please respond to arslist
To: arslist@ARSLIST.ORG
cc:
Subject: Re: Interview questions
Actually...
Run If qualifications (for Filters) do not cause searches to the DB.
( Which are the only context that the 'TR' vs 'DB' discussion makes
any sense in.) Run If's (for Filters and Active Links) are evaluated
by the ARS application (server or client) and not sent to the RDBMS.
However, Escalations Run If's are sent to the RDBMS as well as
Set/Push field qualifications.
Yes.. Yes... if you reference 'Field' or 'DB.Field' in a Filter Run If
then the record of interest for the transaction is fetched from the
DB. But that is based on 'Entry ID' (Field 1) and is the unique
clustered index on the form so that search is mute. It is the best
that the DB can do and the value of having the DB values at had
generally far out ways the cost of that trip to the RDMBS. (IMHO)
--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)
Love, then teach
Solution = People + Process +
Re: Interview questions
Sorry. I was wrong in my previous email.
( 'Fieldname != $NULL$ ) AND ( 'Fieldname' != 'DB.Fieldname' )
...is *NOT* the same as:
( 'TR.Fieldname != $NULL$ ) AND ( 'Fieldname' != 'DB.Fieldname' )
...because without the TR prefix, the AR server will check the value for the
transaction first and then check the database if a new value is not found in
the transaction... (Quoted from the Remedy docs.)
Is everyone sick of this subject yet??? :-)
--Tim
- Original Message
From: Thad K Esser [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Friday, February 22, 2008 12:52:17 PM
Subject: Re: [ARSLIST] Interview questions
**
We settled on 'TR.Fieldname != $NULL$ AND 'Fieldname'
!= 'DB.Fieldname'
What's wrong with this?
Its more complicated than it needs to
be. ('Fieldname' != 'DB.Fieldname') by itself will give you the
same results.
By the way, the discussion isn't TR
versus DB values, but rather whether or not there is a need to use the
TR values (DB values are useful). My contention is that using TR
values introduces unnecessary confusion and can cause unexpected results,
without any benefit.
I'll drop the topic for now, but if
anyone wants to continue the discussion off-list feel free to email me.
Thad Esser
Remedy Developer
Argue for your limitations, and sure enough, they're yours.--Richard Bach
Mike White
[EMAIL PROTECTED]
Sent by: Action Request System
discussion list(ARSList) arslist@ARSLIST.ORG02/22/2008 08:27 AMPlease
respond to
arslist@ARSLIST.ORG
To
[EMAIL PROTECTED]
Subject
Re: Interview questions
** Hello, Matt!
This TR-vs-DB discussion usually gives me a headache that only a few beerscan
cure, but I'll weigh-in, anyway (proving that I can't learn from history!).
Unless I misunderstood, Richard offered
( 'TR.lesson_status' = Completed)
as an alternative to
('DB.lesson_status' != Completed AND 'lesson_status' = Completed)
Good point about the db search, but I'd add the obvious - using only theTR
value exposes the Filter to workflow updates. If another Filter
pushesCompleted to the record, even though it's already populatedwith
Completed, the Filter will fire.
We settled on 'TR.Fieldname != $NULL$ AND 'Fieldname' != 'DB.Fieldname'
What's wrong with this? And more to the point, what was wrong with
David'soriginal Run If:
( 'lesson_status' = Completed ) AND ( 'DB.lesson_status' !=Completed )
I don't see where it would be a problem, either. ('Not sure I understoodhow API
updates impact it).
Mike White
Office: 813-978-2192
E-mail: [EMAIL PROTECTED]
Carey Matthew Black [EMAIL PROTECTED]
Carey Matthew Black [EMAIL PROTECTED]
Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG
02/22/2008 10:52
Please respond to arslist
To: arslist@ARSLIST.ORG
cc:
Subject: Re: Interview questions
Actually...
Run If qualifications (for Filters) do not cause searches tothe DB.
( Which are the only context that the 'TR' vs 'DB' discussion makes
any sense in.) Run If's (for Filters and Active Links) are evaluated
by the ARS application (server or client) and not sent to the RDBMS.
However, Escalations Run If's are sent to the RDBMS as well as
Set/Push field qualifications.
Yes.. Yes... if you reference 'Field' or 'DB.Field' in a Filter Run If
then the record of interest for the transaction is fetched from the
DB. But that is based on 'Entry ID' (Field 1) and is the unique
clustered index on the form so that search is mute. It is the best
that the DB can do and the value of having the DB values at had
generally far out ways the cost of that trip to the RDMBS. (IMHO)
--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)
Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.
On Fri, Feb 22, 2008 at 10:15 AM, McCabe, Richard A. (CMS/CTR)
[EMAIL PROTECTED] wrote:
**
The following statements would fire the same, but the first statementwould
be cleaner to read, and more efficient as it would not cause a fullquery of
the table by causing the database to run a not equal tosearch bypassing
your indexes. ( 'TR.lesson_status' = Completed) vs. ('DB.lesson_status'!=
Completed AND 'lesson_status' = Completed)
Richard McCabe
From: Action Request System discussion list(ARSList)
__Platinum Sponsor: www.rmsportal.com ARSlist: Where the AnswersAre html___
***IMPORTANT NOTICE: This communication, including any attachment, contains
information that may be confidential or privileged, and is intended solely for
the entity or individual to whom it is addressed. If you are not the intended
recipient, you should delete this message and are hereby notified that any
disclosure, copying, or distribution of this message is strictly prohibited.
Nothing in this email, including any attachment, is intended to be a legally
binding signature.***
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Re: Interview questions - if you can stand one more.
After reading the past few hours of posts on this topic I'd say my weakest qualification is: 'TR.Fieldname != $NULL$ AND 'Fieldname' != 'DB.Fieldname' :-) --- J.T. Shyman _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bob Rowe Sent: Friday, February 22, 2008 2:02 PM To: arslist@ARSLIST.ORG Subject: Interview questions - if you can stand one more. ** I was caught off-guard the first time I fielded the question: What would you say is your weakest qualification? Since then it's been phrased a number of ways, but the interviewee usually means, what in your work do you have the most trouble with? One interviewer asked me, Why should we NOT hire you? My usual answer has been, I get wrapped around the axle when encountering a problem and sometimes wait too long to ask for help. -- Bob Rowe, Remedy Action Request System Development and Administration [EMAIL PROTECTED] The golden rule is to test everything in the light of reason and experience, no matter from where it comes. Mohandas K. Gandhi __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Error with Archive Form
Okay, I just resolved this issue while typing out this email. I will, however, send out my original issue as well just in case any of you run across this. The problem ended up being that the archive form and the parent form didn't have the same permissions. You know, it would have been nice if the system would have told me that was the problem. It HAS to know Remedy 6.3 Admin 6.3 User 6.3 Windows 2k3 SQL Server 2k I'm getting an error when trying to change the archive settings on one of my archive forms. The error shows as below: The Archive form is invalid. Archive form should not be in use and it's [sic] data fields should match those in the main form. Please check the manual for requirements for a valid Archive form. (ARERR 8999). The problem is, I just today set up arching on this form. I let remedy create the archive form itself, so I know it should be a valid archive form. The only thing I can think of is I had made a change to the archive form. I took away a permission group so it would not be visible to my users. I think that the archive happened to be running at this same time, so I'm wondering if something messed up. Is there a flag somewhere in a remedy ticket I need to reset? I tried cycling remedy, but that didn't help. Coincidentally, whenever I created the archive form, the default value for two of my fields on the primary form was set to $NULL$ instead of their existing values. On the Archive form, they were correct. Thanks, Gary Opela, Jr Sr. Remedy Developer Leader Communications, Inc. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: OT - Possible Friday Humor from BMC's Knowledgebase
Wow, this actually answered a question I had yesterday that I almost posted to the list. 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 Rick Cook Sent: Friday, February 22, 2008 10:47 AM To: arslist@ARSLIST.ORG Subject: Re: OT - Possible Friday Humor from BMC's Knowledgebase ** Who, other than Doug, could have gotten away with such a submission? If I find out, I'll have to buy him/her a beverage next RUG. We need more lighthearted stuff in a serious world these days. Rick On Fri, Feb 22, 2008 at 8:38 AM, Warren Baltimore [EMAIL PROTECTED] wrote: ** Not very professional BUT FUNNY AS HELL!! On 2/22/08, Lammey, Peter A. [EMAIL PROTECTED] wrote: ** I was out on BMC's Knowledge website looking up knowledge regarding table fields and their retrieving values from the a Table field column that is linked to a Selection field (or drop down field). After the list of knowledge articles was returned I opened up one titled Can I query for the values in the column within a Table Field?. This is knowledge article KM-3274. When you read this article the author wrote the Solution in a very funny manner. It seems like this person must have read too many Dr. Seuss books or something. Take a look out on BMC's website at this Knowledge article where the solution reads: Query on Columns within a Table field. You can not do it in a box with a fox, nor in a house with a mouse, or with a punk on a skunk. You can not do it here or there you can not do it anywhere, you can not Query on a Table you can not do it, you just arent able :) Thanks Peter Lammey ESPN MIT Technical Services Applications Management 860-766-4761 __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ -- Warren R. Baltimore II Remedy Developer UW Medicine IT Services School of Medicine University of Washington Box 358220 1325 Fourth Ave, Suite 2000 Seattle, WA 98101 The opinions expressed in this e-mail are in no way those of the University of Washington, or the State of Washington. They are my own. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
JOB: Mid-Level Remedy Administrator - McLean, VA
Hello all: I trust that all on the East Coast are weathering the snow well. Our client has another Remedy position. See below. If qualified and interested, please respond with your rate/salary requirements, Word resume, and a good number where I can reach you. Have a great weekend! Job TS-037 Remedy Administrator Term: 4.0 months Summary: This role will backfill a Remedy Administrator to free up a Client person to perform development work. The role consists of : . Maintain stable operation of the BMC Remedy ITSM systems and CMDB. Responsible for maintaining resilient Remedy infrastructure, resolve issues related to out of the box functionality and provide customer support. . Responsible for system configuration data and any changes to the system requiring systems administrative access. . Coordinates/performs major system upgrades . Install/Upgrade software on Windows Servers and Linux MidTier for: . ARS Server, Approval Server, ITSM suite (HD, AM, CM, SLA), Email Engine, Flashboard . Maintains system configuration data within all applications in the ITSM suite (HD, AM, CM, SLA) License Management for all BMC Remedy Products: . Procurement, License key management . User license management (fixed and floating) . Resolves Remedy Appl Infra related user cases for: . Servers in Prod and Non-Prod environment . Remedy Clients/Remedy Migrator Clients . Coordinates resolution for Remedy Application Infrastructure related issues with infrastructure teams. Monitors Resolves Remedy Application Infrastructure: . ARS Prod Server Health and User activities . License Usage . Performs performance tuning . Create Admin related Support Groups for ITSM applications and maintains user access and controls to admin support groups. . Perform User access provisioning and frequent support group membership reviews . Review and update Standard Operating Procedures for Remedy. . Perform BCP exercises, document results and resolve any issues for Remedy infrastructure . Coordinate resolution of issues requiring BMC support. Skills: Mid-level (3-7 yrs) 1+ year experience in BMC Remedy ARS server administration and 3+ years of general IT experience. Strong system administration skills (UNIX / Windows). Good verbal and communication skills and must be able to work effectively in team environment. Linda M. Brown Technical Recruiter Cyquent, Inc. 5410 Edson Lane, Suite 320B Rockville, MD 20852 Office: 240-292-0230, Ext. 304 Direct: 240-292-0234 Fax: 866-509-0331 E-mail: mailto:[EMAIL PROTECTED] [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Interview questions
Hate to beat a dead horse but
( 'TR.Fieldname != $NULL$ ) AND ( 'Fieldname' != 'DB.Fieldname' )
I want the filter to fire if the transactional value -- i.e., what the user
just entered in the field -- is not null, *AND* it's different from what's in
the database.
I don't think this is correct. If the user changes the value of 'Fieldname' to
$NULL$ from some other value, 'TR.Fieldname' != $NULL$ so the above
qualification will actually fire.
I think what I've heard before and understand to be true (although I most
certainly may be wrong) is that 'Fieldname' != $NULL$ and 'TR.Fieldname' !=
$NULL$ are not the same thing, specifically in the case of a field being set to
a NULL value.
Michael A. McManus, SSgt, USAF
Remedy Developer
HQ 754 ELSG/DOMH
DSN: 596-6478 / Comm: 334-416-6478
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Tim Widowfield
Sent: Friday, February 22, 2008 1:08 PM
To: arslist@arslist.org
Subject: Re: Interview questions
**
Wait, wait...
This statement isn't right:
..the discussion isn't TR versus DB values, but rather whether or not there is
a need to use the TR values (DB values are useful).
No, the point is in a filter qualification when you refer to a field name on
the form, it is assumed by the AR Server engine that the value *is* the TR
value. Hence, many people argue that adding the TR prefix merely adds fluff or
noise. This qualification:
('TR.Fieldname' != 'DB.Fieldname')
...is identical to:
('Fieldname' != 'DB.Fieldname')
To your first point, that you don't need the first half of:
( 'TR.Fieldname != $NULL$ ) AND ( 'Fieldname' != 'DB.Fieldname' )
...be sure you understand what you really want the filter to do. What this is
saying is, I want the filter to fire if the transactional value -- i.e., what
the user just entered in the field -- is not null, *AND* it's different from
what's in the database.
And you could write it like this:
( 'Fieldname != $NULL$ ) AND ( 'Fieldname' != 'DB.Fieldname' )
...because field names without the TR prefix are presumed to be references to
the current value in the form as the filter is executing.
However, I've said it before -- I frequently will add the TR fluff if I think
it helps readability.
--Tim
- Original Message
From: Thad K Esser [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Friday, February 22, 2008 12:52:17 PM
Subject: Re: [ARSLIST] Interview questions
**
We settled on 'TR.Fieldname != $NULL$ AND 'Fieldname' != 'DB.Fieldname'
What's wrong with this?
Its more complicated than it needs to be. ('Fieldname' != 'DB.Fieldname') by
itself will give you the same results.
By the way, the discussion isn't TR versus DB values, but rather whether or not
there is a need to use the TR values (DB values are useful). My contention is
that using TR values introduces unnecessary confusion and can cause unexpected
results, without any benefit.
I'll drop the topic for now, but if anyone wants to continue the discussion
off-list feel free to email me.
Thad Esser
Remedy Developer
Argue for your limitations, and sure enough, they're yours.-- Richard Bach
Mike White [EMAIL PROTECTED]
Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG
02/22/2008 08:27 AM
Please respond to
arslist@ARSLIST.ORG
To
arslist@ARSLIST.ORG
cc
Subject
Re: Interview questions
**
Hello, Matt!
This TR-vs-DB discussion usually gives me a headache that only a few beers can
cure, but I'll weigh-in, anyway (proving that I can't learn from history!).
Unless I misunderstood, Richard offered
( 'TR.lesson_status' = Completed)
as an alternative to
('DB.lesson_status' != Completed AND 'lesson_status' = Completed)
Good point about the db search, but I'd add the obvious - using only the TR
value exposes the Filter to workflow updates. If another Filter pushes
Completed to the record, even though it's already populated with Completed,
the Filter will fire.
We settled on 'TR.Fieldname != $NULL$ AND 'Fieldname' != 'DB.Fieldname'
What's wrong with this? And more to the point, what was wrong with David's
original Run If:
( 'lesson_status' = Completed ) AND ( 'DB.lesson_status' != Completed )
I don't see where it would be a problem, either. ('Not sure I understood how
API updates impact it).
Mike White
Office: 813-978-2192
E-mail: [EMAIL PROTECTED]
Carey Matthew Black [EMAIL PROTECTED]
Carey Matthew Black [EMAIL PROTECTED]
Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG
02/22/2008 10:52
Please respond to arslist
To: arslist@ARSLIST.ORG
cc:
Subject: Re: Interview questions
Actually...
Run If qualifications (for Filters) do not cause searches to the DB.
( Which are the only context that the 'TR' vs 'DB' discussion makes
any sense in.) Run If's (for Filters and Active Links) are evaluated
by the ARS application (server or client) and not sent to the RDBMS.
However,
Re: Splitting an AR 6.x system....
That steered us in the right direction - Thank you for the great suggestions!! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Craig Carter Sent: Friday, February 22, 2008 1:15 PM To: arslist@ARSLIST.ORG Subject: Re: Splitting an AR 6.x system ** Whenever you restore the database on MS SQL Server, you need to go in immediately (before starting the Remedy services) and update the ARAdmin account in SQL Server and give it dbo privileges to the restored database (whether on 2000 or 2005). We perform the backup/restore process all of the time to bring servers into sync. You should get an authentication error message in the log if you forget to do this because the Remedy server service will not be able to log into the SQL Server. //SIGNED// Craig Carter Software Engineer, RSP From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Richard Copits Sent: Friday, February 22, 2008 9:39 AM To: arslist@ARSLIST.ORG Subject: Re: Splitting an AR 6.x system The ARSystem database was moved by using MS/SQL Server Enterprise Manager/Backup and Restore function. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger Sent: Friday, February 22, 2008 11:00 AM To: arslist@ARSLIST.ORG Subject: Re: Splitting an AR 6.x system ** Richard, I think some detail as to how you moved the database would be helpful. Also, please don't forget you ARS and DB information. Thanks, Roger A. Nall Manager, OSSNMS Remedy T-Mobile, USA Desk: 813-348-2556 Cell: 973-652-6723 FAX: 813-348-2565 sf49fanv AIM IM RogerNall Yahoo IM From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Richard Copits Sent: Friday, February 22, 2008 10:54 AM To: arslist@ARSLIST.ORG Subject: Splitting an AR 6.x system One of our Remedy folks has asked me if it's possible to do something that we thought would be easy, but seems not to be - maybe we're missing a step, or ??? Our AR HelpDesk 6.x system is all housed on one server - with the SQL database instance on that server as well. We'd like to split off the SQL database and put it on another server, or leave the SQL instance where it is and move the AR stuff. But, when they tried changing the arconfig file it just caused the whole thing to hang. Is it possible to separate things this way, and if so are there directions/guidelines on what/how they should be doing it? Thanks!. I know not with what weapons World War III will be fought, but World War IV will be fought with sticks and stones. Albert Einstein Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Find the Request ID in email Subject line
Hi, I have a requirement to place an email (reply) from a customer that has the ticket number anywhere in the email subject line into the ticket. The challenge is the ticket number could be anywhere in the subject line. If the subject line is something like RE: TT#01049480 for NaviSite, Inc. I can use SUBSTRC($Subject:$, 4, 14) which produces TT#01049480 If the ticket number is somewhere else in the subject line like FW: RE: TT#01049480 then I would get the incorrect results and I would not be able to push the email to the ticket. So I need a string that would find TT# and the eight characters that follow, so I can push that value to a separate field.. Thanks Mark Mark Brittain ESM Remedy Developer NaviSite Inc. 315-453-2912 x5418 (office) 315-317-2897 (cell) This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Find the Request ID in email Subject line
Mark, I use STRSTRC within the SUBSTRC function: SUBSTRC($Subject:$, STRSTRC($Subject:$, TT#) + 3, STRSTRC($Subject:$, TT#) + 11) That will count the number of characters to TT# and add 3 so you start with the number. If you want to include TT# just take away the +3 at the end of the first STRSTRC. HTH -Eli From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Brittain, Mark Sent: Friday, February 22, 2008 11:57 AM To: arslist@ARSLIST.ORG Subject: Find the Request ID in email Subject line ** Hi, I have a requirement to place an email (reply) from a customer that has the ticket number anywhere in the email subject line into the ticket. The challenge is the ticket number could be anywhere in the subject line. If the subject line is something like RE: TT#01049480 for NaviSite, Inc. I can use SUBSTRC($Subject:$, 4, 14) which produces TT#01049480 If the ticket number is somewhere else in the subject line like FW: RE: TT#01049480 then I would get the incorrect results and I would not be able to push the email to the ticket. So I need a string that would find TT# and the eight characters that follow, so I can push that value to a separate field.. Thanks Mark Mark Brittain ESM Remedy Developer NaviSite Inc. 315-453-2912 x5418 (office) 315-317-2897 (cell) This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ARUser License Monitoring
** Hi, Mladoniczky - "getting very close to the limits allowed by the license agreement" How close do i get if i generate request for Remedy Admin to change my License Type? - "Users are logged out after a certain timeout in the user log anyway, so the benefits on checking last-access-time through the API is not that great." "Not-that-great-benefits" are true if you check it once during the login period. I can check the Number of last-access-time every 1 min. - Do you inform you’re charging customers that there are "bugs related to the API that sometimes give inaccurate ..." - I do not have bugs related to the API and "last access time" never is NULL... - How is "users are unable to login" related to the available "Write" licenses? - "There is also another problem that you can not see if a user has received a FLOAT-READ because he has not yet done anything..." My forms shows me when user who has FLOATUSING READ and it means he is doing something. - How is "users are unable to login" related to the availability of "Write" User Licenses? - "The algorithm we use is based on moving the users around every month or so, based on long term usage statistics from the user log." The algorithm I’m using based on "long term usage statistics" AND "urgent needs" AND "suddenly increased activity or passivity" and I’m not "beating anything" - "This has beaten anything else I have seen (that does not break the license agreement with BMC)" Including what? What have you seen that breaks BMC license agreement? What about "BMC License”? How collecting statistics is beat it? Best regards, igor __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___
Re: Find the Request ID in email Subject line
You can also just do a search in the subject line for ISS[0-9][0-9][0-9][0-9][0-9][0-9][0-9][0-9][0-9][0-9][0-9][0-9] From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Eli Schilling Sent: Friday, February 22, 2008 2:14 PM To: arslist@ARSLIST.ORG Subject: Re: Find the Request ID in email Subject line ** Mark, I use STRSTRC within the SUBSTRC function: SUBSTRC($Subject:$, STRSTRC($Subject:$, TT#) + 3, STRSTRC($Subject:$, TT#) + 11) That will count the number of characters to TT# and add 3 so you start with the number. If you want to include TT# just take away the +3 at the end of the first STRSTRC. HTH -Eli From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Brittain, Mark Sent: Friday, February 22, 2008 11:57 AM To: arslist@ARSLIST.ORG Subject: Find the Request ID in email Subject line ** Hi, I have a requirement to place an email (reply) from a customer that has the ticket number anywhere in the email subject line into the ticket. The challenge is the ticket number could be anywhere in the subject line. If the subject line is something like RE: TT#01049480 for NaviSite, Inc. I can use SUBSTRC($Subject:$, 4, 14) which produces TT#01049480 If the ticket number is somewhere else in the subject line like FW: RE: TT#01049480 then I would get the incorrect results and I would not be able to push the email to the ticket. So I need a string that would find TT# and the eight characters that follow, so I can push that value to a separate field.. Thanks Mark Mark Brittain ESM Remedy Developer NaviSite Inc. 315-453-2912 x5418 (office) 315-317-2897 (cell) This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Adding Submit Date to ITSM7 INC notification emails
All - I'm now intimately familiar with the ITSM7 notification subsystem but can't seem to think of an elegant (i.e. stay as close to out of the box as possibe) for a problem I'm having. The filter HPD:INC:NotificationGenerator_899_PNPC`! pushes fields from HPD:Help Desk to NTE:SYS-NT Process Control in order to start the notification generation proces. Because the phasing is modified with `! Submit Date and z1D Reported Date are not yet available for the push fields action. Has anyone added submit date (or something close) to any ITSM7 INC notifications that functions correctly for both Incident and Requester Console submissions? Can you give me any tips (other than redoing the whole of the notification system)? Thanks! Tony -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 CONFIDENTIALITY NOTICE: This is a transmission from Kohl's Department Stores, Inc. and may contain information which is confidential and proprietary. If you are not the addressee, any disclosure, copying or distribution or use of the contents of this message is expressly prohibited. If you have received this transmission in error, please destroy it and notify us immediately at 262-703-7000. CAUTION: Internet and e-mail communications are Kohl's property and Kohl's reserves the right to retrieve and read any message created, sent and received. Kohl's reserves the right to monitor messages by authorized Kohl's Associates at any time without any further consent. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Find the Request ID in email Subject line
I have a 15 Digit Case # starting with BYSM SUBSTR($Subject$, STRSTR($Subject$, BYSM)) Set a Hidden Field - zTmpParsedSubjectReq Then LEFT($zTmpParsedSubjectReq$, 15) Doug From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: Friday, February 22, 2008 3:26 PM To: arslist@ARSLIST.ORG Subject: Re: Find the Request ID in email Subject line You can also just do a search in the subject line for ISS[0-9][0-9][0-9][0-9][0-9][0-9][0-9][0-9][0-9][0-9][0-9][0-9] From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Eli Schilling Sent: Friday, February 22, 2008 2:14 PM To: arslist@ARSLIST.ORG Subject: Re: Find the Request ID in email Subject line ** Mark, I use STRSTRC within the SUBSTRC function: SUBSTRC($Subject:$, STRSTRC($Subject:$, TT#) + 3, STRSTRC($Subject:$, TT#) + 11) That will count the number of characters to TT# and add 3 so you start with the number. If you want to include TT# just take away the +3 at the end of the first STRSTRC. HTH -Eli From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Brittain, Mark Sent: Friday, February 22, 2008 11:57 AM To: arslist@ARSLIST.ORG Subject: Find the Request ID in email Subject line ** Hi, I have a requirement to place an email (reply) from a customer that has the ticket number anywhere in the email subject line into the ticket. The challenge is the ticket number could be anywhere in the subject line. If the subject line is something like RE: TT#01049480 for NaviSite, Inc. I can use SUBSTRC($Subject:$, 4, 14) which produces TT#01049480 If the ticket number is somewhere else in the subject line like FW: RE: TT#01049480 then I would get the incorrect results and I would not be able to push the email to the ticket. So I need a string that would find TT# and the eight characters that follow, so I can push that value to a separate field.. Thanks Mark Mark Brittain ESM Remedy Developer NaviSite Inc. 315-453-2912 x5418 (office) 315-317-2897 (cell) This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ DISCLAIMER Important! This message is intended for the above named person(s) only and is CONFIDENTIAL AND PROPRIETARY. If you are not the intended recipient of this e-mail and have received it in error, please immediately notify the sender by return email and then delete it from your mailbox. This message may be protected by the attorney-client privilege and/or work product doctrine. Accessing, copying, disseminating or re-using any of the information contained in this e-mail by anyone other than the intended recipient is strictly prohibited. Finally, you should check this email and any attachments for the presence of viruses, as the sender accepts no liability for any damage caused by any virus transmitted by this email. Thank you. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Moving Audit form
Vital stats first - IM 7.0.3 on ARS 7.1 patch 001 using Solaris/Oracle. I have an audit form created from the main HPD:HelpDesk form. This audit form is also part of the Incident Management application. I'm moving these things to a new server: -Incident management application (and I mean the application object in Remedy admin) -HPD:HelpDesk -HelpDesk Audit form It all imports correctly - and the HPD:HelpDesk form has the audit form selected correctly - but the form type for the audit form is set to Regular instead of audit. What gives? Am I missing something? William Rentfrow, Principal Consultant [EMAIL PROTECTED] C 701-306-6157 O 952-432-0227 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Computed Groups giving error when displayed in the User Tool
I wanted to post a solution to this old thread that I found this morning. I was having the same issue when creating a computed group. I found an update to the bug entry on ARSwiki (http://bugs.arswiki.org/show_bug.cgi?id=49) which pointed to having two group forms on the same server. Sure enough we had a copy of our old group form from 6.3 and once I deleted it twice (the server hung the first time) and did other restart for good measure, my problems with computed groups went away. Jason On Wed, May 2, 2007 at 2:46 PM, David Sanders [EMAIL PROTECTED] wrote: ** Tried that already – I also examined the group_cache entries directly. There is no apparent difference in the entry that is OK, and the copy that gives the error. Thanks David Sanders Remedy Solution Architect *Enterprise** Service Suite @ Work* == *ARS List Award Winner 2005* *Best 3rd party Remedy Application* * * See the *ESS Concepts Guide*http://www.westoverconsulting.co.uk/downloads/ESS_Concepts_Guide.pdf tel +44 1494 468980 mobile +44 7710 377761 email [EMAIL PROTECTED] web http://www.westoverconsulting.co.uk -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *L. J. Head *Sent:* Wednesday, May 02, 2007 9:56 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Computed Groups giving error when displayed in the User Tool You could try running an arreload for the group cache -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *David Sanders *Sent:* Wednesday, May 02, 2007 2:43 PM *To:* arslist@ARSLIST.ORG *Subject:* Computed Groups giving error when displayed in the User Tool ** Hi List I've just logged this as a possible bug on http://arswiki.org/bugs/ but wanted to see if anyone else has come across this before, and whether you were able to correct it. This problem was reported to me by another user originally who had the problem. He created a Computed Group record in the Group form, but whenever he tried to display the record in the user tool, he receives an error like: ARERR [402] Incorrect format in the definition file : (missing cond op -- Computed Group Definition string Eventually I managed to reproduce this problem on my server. The Group form entry displays the error message each time I try to display it in the User tool, but apart from that, the Computed Group works properly (the correct users are shown as being a member of the group on their user records, etc.). The way I 'achieved' this was to take an existing Computed Group and keep changing the computed group definition, and eventually up popped the error. And now I can't get rid of it. I've deleted the Group, recreated it etc. Any further Computed Groups that I create give the same error, although another Computed Group that already existed does not give the error. I've restarted the Remedy server, restarted the DB, rebooted the server – all to no effect. The error message is obviously misleading – there have been no changes to the Group form definition, and the reported 'error' is related to that particular data record. Copying the Computed Group that does not show the error (Ctrl-T), changing the name and ID to create a new Group record gives the same error for the new record, even though the computed group definition is identical to the record with no error. It doesn't seem to make any sense. One Remedy system here was 6.3 and the other was 7, one on Oracle, one MS SQL, one Windows, one Solaris. The only way I've been able to 'correct' the problem is to revert to an earlier version of my DB. Anyone else seen this? David Sanders Remedy Solution Architect *Enterprise** Service Suite @ Work* == *ARS List Award Winner 2005* *Best 3rd party Remedy Application*** * * See the *ESS Concepts Guide*http://www.westoverconsulting.co.uk/downloads/ESS_Concepts_Guide.pdf tel +44 1494 468980 mobile +44 7710 377761 email [EMAIL PROTECTED] web http://www.westoverconsulting.co.uk __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___ __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
PERFORM-ACTION-ADD-ATTACHMENT from a filter
Does anyone know if PERFORM-ACTION-ADD-ATTACHMENT can be used in a filter to attach a file from the server? AR 7.0.1 Patch 5 on Linux. --- J.T. Shyman ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: PERFORM-ACTION-ADD-ATTACHMENT from a filter
Yes it can. On Fri, Feb 22, 2008 at 1:54 PM, J.T. Shyman [EMAIL PROTECTED] wrote: ** Does anyone know if PERFORM-ACTION-ADD-ATTACHMENT can be used in a filter to attach a file from the server? AR 7.0.1 Patch 5 on Linux. --- J.T. Shyman __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Adding Submit Date to ITSM7 INC notification emails
- Original Message - From: William Rentfrow Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Sent: Friday, February 22, 2008 4:50 PM Subject: Re: Adding Submit Date to ITSM7 INC notification emails ** Sure - we just got done with this in IM 7: 1.) Add the field Incident Submit Date (Date/Time) to the form NTE:SYS-NT Process Control 2.) Modify the filter HPD:INC:NotificationGenerator_899_PNPC`! to push $Submit Date$ to Incident Submit Date 3.) Add Submit Date as a field on the SYS:Form FIeld Selection form: -Selection type = Notification Message Selection -Module Name = Incident -Form Name = HPD:Help Desk -Select fields from = HPD:Help Desk -Menu Label 1 = Submit Date -Menu Value 1 = Submit Date -Menu Value 2 = #Submit Date# 4.) Alter the filter NTE:SHR:TranslateNotificationMessageINC1_100 to do the replacement just like all of the other Set Fields inside it. It will replace #Submit Date# with the value of Incident Submit Date from the form in #1 above. Yes - this works. Also - I'm NOT a big fan of changing base product workflow in the vast majority of circumstances. In this instance we are talking about filters buried in guides and to really stick true you'd have to disable/copy all of the filters and the guides themselves and create new onesor you can document thoroughly. We chose plan B. -- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington Sent: Friday, February 22, 2008 2:59 PM To: arslist@ARSLIST.ORG Subject: Adding Submit Date to ITSM7 INC notification emails ** All - I'm now intimately familiar with the ITSM7 notification subsystem but can't seem to think of an elegant (i.e. stay as close to out of the box as possibe) for a problem I'm having. The filter HPD:INC:NotificationGenerator_899_PNPC`! pushes fields from HPD:Help Desk to NTE:SYS-NT Process Control in order to start the notification generation proces. Because the phasing is modified with `! Submit Date and z1D Reported Date are not yet available for the push fields action. Has anyone added submit date (or something close) to any ITSM7 INC notifications that functions correctly for both Incident and Requester Console submissions? Can you give me any tips (other than redoing the whole of the notification system)? Thanks! Tony -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Setting the background color of a form with an active link
This may not work from ITSM though Will this override the color that is set in the view properties in the admin tool? Say I have changed the color of a form in the admin tool to red and the user wants yellow, can they override the red using preferences? Jason On Fri, Feb 22, 2008 at 10:04 AM, LJ Longwing [EMAIL PROTECTED] wrote: I think this setting sets the preference no matter if they are on a preference server or not, but I could be wrong on that. If you are wanting to control it at the server level, you could set it directly in each preference record and have normal workflow that sets it on create/update, or whatever conditions you want -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mike Wallick Sent: Friday, February 22, 2008 10:57 AM To: arslist@ARSLIST.ORG Subject: Re: Setting the background color of a form with an active link I saw that but I guess I didn't consider that as an option. Since all of my users are supposed to be using a preference server, I think that will work, though I would have preferred something that could be controlled globally on the server side. Thanks LJ. On 2/22/08, LJ Longwing [EMAIL PROTECTED] wrote: I would imagine it would be something like PERFORM-ACTION-SET-PREFERENCE field_ID value Sets the value of the field you specify in the User Preferences form. For example, to set the value of the User Locale field to Japanese, enter the following command: PERFORM-ACTION-SET-PREFERENCE 20121 ja_JP where 20121 is the field ID of the User Locale field and ja_JP is the value that represents a Japanese locale. To find the field ID: 1 Open the AR System User Preference form using BMC Remedy Administrator. 2 Double-click the field in question to display the Field Properties dialog box. 3 Click the Database tab. The field ID is displayed in the ID field. To find the value or format of a user preference field: 1 Log in to a preference server using BMC Remedy User. 2 Choose Tools Options. The Options window is displayed. 3 Specify a value for a user preference, and click OK. 4 Open the AR System User Preference form to see what format is used or what value is stored in the corresponding I got this from Page 213 of the Worflow Reference Guide for 7.1 I believe you can look in the preference record and find the defined color for search/modify/submit windows, and set that preference...but this is just a guess as I've never tried doing it. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mike Wallick Sent: Friday, February 22, 2008 10:19 AM To: arslist@ARSLIST.ORG Subject: Setting the background color of a form with an active link Anyone know if there's an equivalent of the run process action SET-RO-COLOR to set the background color of a form using workflow? I've been searching through the archives and a couple of people said it was possible, but no one said how. ARS 7.0.1 patch 6 Thanks. Mike __ __ ___ 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 ___ 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: PERFORM-ACTION-ADD-ATTACHMENT from a filter
Ok, is there any restriction on it? I've got a simple filter that fires on modify and attempts to put a file into an attachment field. However, when it runs it finishes successfully, returns a status of 0, but doesn't put the file in the attachment field. In fact, if there is a file there already it will clear it out. This is what the filter log looks like if I use a set fields action: FLTR TID: 0027933600 RPC ID: 000956 Queue: Fast Client-RPC: 390620USER: Demo /* Fri Feb 22 2008 16:02:40.2354 */ Checking NCC:SCC:External Process Report_Add Attachment (500) FLTR TID: 0027933600 RPC ID: 000956 Queue: Fast Client-RPC: 390620USER: Demo -- Passed -- perform actions FLTR TID: 0027933600 RPC ID: 000956 Queue: Fast Client-RPC: 390620USER: Demo 0: Set Fields FLTR TID: 0027933600 RPC ID: 000956 Queue: Fast Client-RPC: 390620USER: Demo PERFORM-ACTION-ADD-ATTACHMENT 536880912 net-snmp_license.txt FLTR TID: 0027933600 RPC ID: 000956 Queue: Fast Client-RPC: 390620USER: Demo Exit code: 0 Value: 0 FLTR TID: 0027933600 RPC ID: 000956 Queue: Fast Client-RPC: 390620USER: Demo Short Description (8) = 0 This is what the filter log looks like if I use a process action: FLTR TID: 0121088928 RPC ID: 000931 Queue: Fast Client-RPC: 390620USER: Demo /* Fri Feb 22 2008 16:02:13.0647 */ Checking NCC:SCC:External Process Report_Add Attachment FLTR TID: 0121088928 RPC ID: 000931 Queue: Fast Client-RPC: 390620USER: Demo 0: Process FLTR TID: 0121088928 RPC ID: 000931 Queue: Fast Client-RPC: 390620USER: Demo $PROCESS$ PERFORM-ACTION-ADD-ATTACHMENT 536880912 net-snmp_license.txt But neither actually sets the file in the attachment field. The file net-snmp_license.txt exists in the Remedy installation's bin folder.which is where PERFORM-ACTION-SAVE-ATTACHMENT puts files if you don't specify a path so I figured it would grab from there to. However, it behaves the same even if I point the ADD process to a full path and file. --- J.T. Shyman _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jason Miller Sent: Friday, February 22, 2008 5:04 PM To: arslist@ARSLIST.ORG Subject: Re: PERFORM-ACTION-ADD-ATTACHMENT from a filter ** Yes it can. On Fri, Feb 22, 2008 at 1:54 PM, J.T. Shyman [EMAIL PROTECTED] wrote: ** Does anyone know if PERFORM-ACTION-ADD-ATTACHMENT can be used in a filter to attach a file from the server? AR 7.0.1 Patch 5 on Linux. --- J.T. Shyman __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Adding Submit Date to ITSM7 INC notification emails
Sure - we just got done with this in IM 7: 1.) Add the field Incident Submit Date (Date/Time) to the form NTE:SYS-NT Process Control 2.) Modify the filter HPD:INC:NotificationGenerator_899_PNPC`! to push $Submit Date$ to Incident Submit Date 3.) Add Submit Date as a field on the SYS:Form FIeld Selection form: -Selection type = Notification Message Selection -Module Name = Incident -Form Name = HPD:Help Desk -Select fields from = HPD:Help Desk -Menu Label 1 = Submit Date -Menu Value 1 = Submit Date -Menu Value 2 = #Submit Date# 4.) Alter the filter NTE:SHR:TranslateNotificationMessageINC1_100 to do the replacement just like all of the other Set Fields inside it. It will replace #Submit Date# with the value of Incident Submit Date from the form in #1 above. Yes - this works. Also - I'm NOT a big fan of changing base product workflow in the vast majority of circumstances. In this instance we are talking about filters buried in guides and to really stick true you'd have to disable/copy all of the filters and the guides themselves and create new onesor you can document thoroughly. We chose plan B. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington Sent: Friday, February 22, 2008 2:59 PM To: arslist@ARSLIST.ORG Subject: Adding Submit Date to ITSM7 INC notification emails ** All - I'm now intimately familiar with the ITSM7 notification subsystem but can't seem to think of an elegant (i.e. stay as close to out of the box as possibe) for a problem I'm having. The filter HPD:INC:NotificationGenerator_899_PNPC`! pushes fields from HPD:Help Desk to NTE:SYS-NT Process Control in order to start the notification generation proces. Because the phasing is modified with `! Submit Date and z1D Reported Date are not yet available for the push fields action. Has anyone added submit date (or something close) to any ITSM7 INC notifications that functions correctly for both Incident and Requester Console submissions? Can you give me any tips (other than redoing the whole of the notification system)? Thanks! Tony -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Setting the background color of a form with an active link
As far as I can tell, the color specified in the admin tool (if anything other than the default radio button) takes precedence over anything the user sets. Mike On 2/22/08, Jason Miller [EMAIL PROTECTED] wrote: ** This may not work from ITSM though Will this override the color that is set in the view properties in the admin tool? Say I have changed the color of a form in the admin tool to red and the user wants yellow, can they override the red using preferences? Jason On Fri, Feb 22, 2008 at 10:04 AM, LJ Longwing [EMAIL PROTECTED] wrote: I think this setting sets the preference no matter if they are on a preference server or not, but I could be wrong on that. If you are wanting to control it at the server level, you could set it directly in each preference record and have normal workflow that sets it on create/update, or whatever conditions you want -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mike Wallick Sent: Friday, February 22, 2008 10:57 AM To: arslist@ARSLIST.ORG Subject: Re: Setting the background color of a form with an active link I saw that but I guess I didn't consider that as an option. Since all of my users are supposed to be using a preference server, I think that will work, though I would have preferred something that could be controlled globally on the server side. Thanks LJ. On 2/22/08, LJ Longwing [EMAIL PROTECTED] wrote: I would imagine it would be something like PERFORM-ACTION-SET-PREFERENCE field_ID value Sets the value of the field you specify in the User Preferences form. For example, to set the value of the User Locale field to Japanese, enter the following command: PERFORM-ACTION-SET-PREFERENCE 20121 ja_JP where 20121 is the field ID of the User Locale field and ja_JP is the value that represents a Japanese locale. To find the field ID: 1 Open the AR System User Preference form using BMC Remedy Administrator. 2 Double-click the field in question to display the Field Properties dialog box. 3 Click the Database tab. The field ID is displayed in the ID field. To find the value or format of a user preference field: 1 Log in to a preference server using BMC Remedy User. 2 Choose Tools Options. The Options window is displayed. 3 Specify a value for a user preference, and click OK. 4 Open the AR System User Preference form to see what format is used or what value is stored in the corresponding I got this from Page 213 of the Worflow Reference Guide for 7.1 I believe you can look in the preference record and find the defined color for search/modify/submit windows, and set that preference...but this is just a guess as I've never tried doing it. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mike Wallick Sent: Friday, February 22, 2008 10:19 AM To: arslist@ARSLIST.ORG Subject: Setting the background color of a form with an active link Anyone know if there's an equivalent of the run process action SET-RO-COLOR to set the background color of a form using workflow? I've been searching through the archives and a couple of people said it was possible, but no one said how. ARS 7.0.1 patch 6 Thanks. Mike __ __ ___ 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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
SAVE Button
Hi, Having a brain cramp because I have not done it in a while. Is there a way to disable the save button on a form? I am guessing I can set the Disable the Change Flag on all of the fields or make them read only. If I am creating a new record I would need all of the fields to be accessible. Any ideas Mark Brittain ESM Remedy Developer NaviSite Inc. 315-453-2912 x5418 (office) 315-317-2897 (cell) This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: SAVE Button
Go into the view properties, and on the Menu Access tab, uncheck the Save box. Rick On Fri, Feb 22, 2008 at 2:39 PM, Brittain, Mark [EMAIL PROTECTED] wrote: ** Hi, Having a brain cramp because I have not done it in a while. Is there a way to disable the save button on a form? I am guessing I can set the Disable the Change Flag on all of the fields or make them read only. If I am creating a new record I would need all of the fields to be accessible. Any ideas Mark Brittain ESM Remedy Developer NaviSite Inc. 315-453-2912 x5418 (office) 315-317-2897 (cell) *This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited.* __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: PERFORM-ACTION-ADD-ATTACHMENT from a filter
As far as I can tell that should do it. Especially since the run process is returning a 0. Is there any other workflow that maybe clearing the attachment field? Also are you sure the attachment fields is not display only (it doesn't sound like it but I have to ask). I would think if it were a file permissions issue that it would not return a 0. I am stumped. Here is an example that I have used with variable for the file name. Other then the quotes and a full path (which you have tried) I don't see any structural differences. PERFORM-ACTION-ADD-ATTACHMENT 600017101 C:\Admin\AttachedFiles\$600010002$.csv Jason On Fri, Feb 22, 2008 at 2:12 PM, J.T. Shyman [EMAIL PROTECTED] wrote: ** Ok, is there any restriction on it? I've got a simple filter that fires on modify and attempts to put a file into an attachment field. However, when it runs it finishes successfully, returns a status of 0, but doesn't put the file in the attachment field. In fact, if there is a file there already it will clear it out. This is what the filter log looks like if I use a set fields action: FLTR TID: 0027933600 RPC ID: 000956 Queue: Fast Client-RPC: 390620USER: Demo /* Fri Feb 22 2008 16:02:40.2354 */ Checking NCC:SCC:External Process Report_Add Attachment (500) FLTR TID: 0027933600 RPC ID: 000956 Queue: Fast Client-RPC: 390620USER: Demo -- Passed -- perform actions FLTR TID: 0027933600 RPC ID: 000956 Queue: Fast Client-RPC: 390620USER: Demo 0: Set Fields FLTR TID: 0027933600 RPC ID: 000956 Queue: Fast Client-RPC: 390620USER: Demo PERFORM-ACTION-ADD-ATTACHMENT 536880912 net-snmp_license.txt FLTR TID: 0027933600 RPC ID: 000956 Queue: Fast Client-RPC: 390620USER: Demo Exit code: 0 Value: 0 FLTR TID: 0027933600 RPC ID: 000956 Queue: Fast Client-RPC: 390620USER: Demo Short Description (8) = 0 This is what the filter log looks like if I use a process action: FLTR TID: 0121088928 RPC ID: 000931 Queue: Fast Client-RPC: 390620USER: Demo /* Fri Feb 22 2008 16:02:13.0647 */ Checking NCC:SCC:External Process Report_Add Attachment FLTR TID: 0121088928 RPC ID: 000931 Queue: Fast Client-RPC: 390620USER: Demo 0: Process FLTR TID: 0121088928 RPC ID: 000931 Queue: Fast Client-RPC: 390620USER: Demo $PROCESS$ PERFORM-ACTION-ADD-ATTACHMENT 536880912 net-snmp_license.txt But neither actually sets the file in the attachment field. The file net-snmp_license.txt exists in the Remedy installation's bin folder…which is where PERFORM-ACTION-SAVE-ATTACHMENT puts files if you don't specify a path so I figured it would grab from there to. However, it behaves the same even if I point the ADD process to a full path and file. --- J.T. Shyman -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Jason Miller *Sent:* Friday, February 22, 2008 5:04 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: PERFORM-ACTION-ADD-ATTACHMENT from a filter ** Yes it can. On Fri, Feb 22, 2008 at 1:54 PM, J.T. Shyman [EMAIL PROTECTED] wrote: ** Does anyone know if PERFORM-ACTION-ADD-ATTACHMENT can be used in a filter to attach a file from the server? AR 7.0.1 Patch 5 on Linux. --- J.T. Shyman __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: PERFORM-ACTION-ADD-ATTACHMENT from a filter
I've experienced this same issue with v7.0.1 patch4. This is a known
defect. Supposedly, it's fixed with v7.0.1 patch6.
Thanks,
Bryan
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
Sent: Friday, February 22, 2008 5:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: PERFORM-ACTION-ADD-ATTACHMENT from a filter
**
Ok, is there any restriction on it?
I've got a simple filter that fires on modify and attempts to put a file
into an attachment field. However, when it runs it finishes
successfully, returns a status of 0, but doesn't put the file in the
attachment field. In fact, if there is a file there already it will
clear it out.
This is what the filter log looks like if I use a set fields action:
FLTR TID: 0027933600 RPC ID: 000956 Queue: Fast
Client-RPC: 390620USER: Demo
/* Fri Feb 22 2008 16:02:40.2354 */ Checking NCC:SCC:External
Process Report_Add Attachment (500)
FLTR TID: 0027933600 RPC ID: 000956 Queue: Fast
Client-RPC: 390620USER: Demo
-- Passed -- perform actions
FLTR TID: 0027933600 RPC ID: 000956 Queue: Fast
Client-RPC: 390620USER: Demo
0: Set Fields
FLTR TID: 0027933600 RPC ID: 000956 Queue: Fast
Client-RPC: 390620USER: Demo
PERFORM-ACTION-ADD-ATTACHMENT 536880912
net-snmp_license.txt
FLTR TID: 0027933600 RPC ID: 000956 Queue: Fast
Client-RPC: 390620USER: Demo
Exit code: 0 Value: 0
FLTR TID: 0027933600 RPC ID: 000956 Queue: Fast
Client-RPC: 390620USER: Demo
Short Description (8) = 0
This is what the filter log looks like if I use a process action:
FLTR TID: 0121088928 RPC ID: 000931 Queue: Fast
Client-RPC: 390620USER: Demo
/* Fri Feb 22 2008 16:02:13.0647 */ Checking NCC:SCC:External
Process Report_Add Attachment
FLTR TID: 0121088928 RPC ID: 000931 Queue: Fast
Client-RPC: 390620USER: Demo
0: Process
FLTR TID: 0121088928 RPC ID: 000931 Queue: Fast
Client-RPC: 390620USER: Demo
$PROCESS$ PERFORM-ACTION-ADD-ATTACHMENT 536880912
net-snmp_license.txt
But neither actually sets the file in the attachment field.
The file net-snmp_license.txt exists in the Remedy installation's bin
folder...which is where PERFORM-ACTION-SAVE-ATTACHMENT puts files if you
don't specify a path so I figured it would grab from there to. However,
it behaves the same even if I point the ADD process to a full path and
file.
--- J.T. Shyman
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Jason Miller
Sent: Friday, February 22, 2008 5:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: PERFORM-ACTION-ADD-ATTACHMENT from a filter
** Yes it can.
On Fri, Feb 22, 2008 at 1:54 PM, J.T. Shyman [EMAIL PROTECTED]
wrote:
**
Does anyone know if PERFORM-ACTION-ADD-ATTACHMENT can be used in a
filter to attach a file from the server? AR 7.0.1 Patch 5 on Linux.
--- J.T. Shyman
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SLM 7.1 Questions
With apologies to anyone who reads ARSLIST _AND_ the BMCDN Forums, I'll post this again here in case any of the SLM gurus are here (not working for BMC and limited to BMCDN). After several days of reading and then building service targets, agreements, contracts, etc., on my development server, I have not been able to find answers to several questions: 1. When trying to export service targets or agreements, I select one or all of them, provide the path and filename for the output and the log file, and click Export. I get a message that it is exporting: Exporting SLM from remedy7.ars.unt.edu server to remedy7.ars.unt.edu server file path. (ARNOTE 45195) Message: Export Started. Wait until Export finished and check Log File - C:/temp/Tmp at remedy7.ars.unt.edu for result (ARNOTE 45196) The preceding message occurred during the execution of active link SLM:Export:Submit -- action 1. (ARNOTE 1101) I click on OK, and the SLM Export Utility abruptly closes. No files or logs are output. The docs and help file say this: In the File Path/Name field, enter the required path and the name for the file to which you want to export service targets, for example, c:/temp/filename.arx. The file is saved on the server where SLM is installed. Define the server you want to export from. You must enter the user id and password. There is no place to enter a server, userid, or password, and if it is supposed to be part of the path and file (of which there is the example above), there is no example of the syntax to use for those entries. Are the docs and help file incomplete? Does this utility even work, or is it a fake? Has anyone gotten it to work, ever? 2. In Configure Data Sources, selecting the Incident Management-installed HPD:Help Desk source, in the Request-based Settings tab, no value has been selected for any setting except Start Time. What should the others be set to, or will setting them break the OOTB integration the installer created? In particular, how would I add the capability for Reset Goal for Same Request correctly? The docs talk about custom apps but not how to modify the OOTB integrations installed by ITSM7. 3. The same Data Source is set to MSP=No. If I am going to need separate SLAs for our 25 some-odd distributed support areas, which have separate operational companies, what is the proper way to partition SLM to do that? The docs are unspecific. BTW, our customers are all in one customer company, with membership in two others (employees and students) for another purpose. Only support staff reside in the operational companies. They support one or more customer organizations with subordinate departments. I can imagine needing separate SLAs for each customer organization and its support company, and OLAs between different customer support companies. How do I set up MSP for this (or will it even scale to do OLAs between companies if I turn it on??)? So far I have only created one business time entity with three segments for the whole campus. All of the operational companies have schedules and holidays defined the old way, as part of their support group definitions. Any ideas on any of this, or am I off the map here?? Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Incoming email that generates record needs escape character?
Hi all, I'm having a problem with some characters. We get emails from another system on our network that we dump to a working form then generate CHG requests. I ran into the problem today when the summary field had the and characters in it. Is there an escape character I can have the other system developer use to tell Remedy it's just field data and not a command variable? I had them remove the and and the request went through, so I know that's the problem. Here is the email that failed. Anything after the summary field was disregarded and an email was sent back saying that required fields were empty. Schema: DSL:CQE-CHG-Email Server: Login: XX Password: XXX Action: Submit Format: Short Category !20003! : Software Type !20004! : Application Item !20005! : NDA Classification !536870982! : Normal Status !7! : Awaiting Review Risk !260007001! : Low Urgency !24009! : Low Summary !8! : Modify FIXNDAOTHERCD7 program to Bybass ND-OTHER-CD-7 field 90 and change Field if 4 to 0 Req. Name !536870914! : John Doe Req. Phone !536870915! : Aff. Name !24001! : John Doe Aff. Phone !24002! : Implem. Group !536870984! : Mainframe Computing Planned Start !24013! : 02/29/2008 15:54:35 Planned End !24014! : 02/29/2008 15:59:35 We're on Windows 2003 with ARS 6.3 Patch 23 - Dylan Wheeler Production Control Analyst Principal IT Operations Downey Savings Loan Association, F.A. Email: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] This message and any attachments are for the intended recipient(s) only and may contain privileged, confidential and/or proprietary information about Downey Savings or its customers, which Downey Savings does not intend to disclose to the public. If you received this message by mistake, please notify the sender by reply e-mail and delete the message and attachments. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Adding Submit Date to ITSM7 INC notification emails
Hum. Then I'm going to have to try that again -- that was my original design but I was finding that Incident Submit Date was $NULL$ at the time of Incident submission -- it existed during modify operations however (reassignments, etc.) Maybe I missed something. Thanks for the tip! -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 William Rentfrow [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 02/22/2008 03:50 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Adding Submit Date to ITSM7 INC notification emails ** Sure - we just got done with this in IM 7: 1.) Add the field Incident Submit Date (Date/Time) to the form NTE:SYS-NT Process Control 2.) Modify the filter HPD:INC:NotificationGenerator_899_PNPC`! to push $Submit Date$ to Incident Submit Date 3.) Add Submit Date as a field on the SYS:Form FIeld Selection form: -Selection type = Notification Message Selection -Module Name = Incident -Form Name = HPD:Help Desk -Select fields from = HPD:Help Desk -Menu Label 1 = Submit Date -Menu Value 1 = Submit Date -Menu Value 2 = #Submit Date# 4.) Alter the filter NTE:SHR:TranslateNotificationMessageINC1_100 to do the replacement just like all of the other Set Fields inside it. It will replace #Submit Date# with the value of Incident Submit Date from the form in #1 above. Yes - this works. Also - I'm NOT a big fan of changing base product workflow in the vast majority of circumstances. In this instance we are talking about filters buried in guides and to really stick true you'd have to disable/copy all of the filters and the guides themselves and create new onesor you can document thoroughly. We chose plan B. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington Sent: Friday, February 22, 2008 2:59 PM To: arslist@ARSLIST.ORG Subject: Adding Submit Date to ITSM7 INC notification emails ** All - I'm now intimately familiar with the ITSM7 notification subsystem but can't seem to think of an elegant (i.e. stay as close to out of the box as possibe) for a problem I'm having. The filter HPD:INC:NotificationGenerator_899_PNPC`! pushes fields from HPD:Help Desk to NTE:SYS-NT Process Control in order to start the notification generation proces. Because the phasing is modified with `! Submit Date and z1D Reported Date are not yet available for the push fields action. Has anyone added submit date (or something close) to any ITSM7 INC notifications that functions correctly for both Incident and Requester Console submissions? Can you give me any tips (other than redoing the whole of the notification system)? Thanks! Tony -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ CONFIDENTIALITY NOTICE: This is a transmission from Kohl's Department Stores, Inc. and may contain information which is confidential and proprietary. If you are not the addressee, any disclosure, copying or distribution or use of the contents of this message is expressly prohibited. If you have received this transmission in error, please destroy it and notify us immediately at 262-703-7000. CAUTION: Internet and e-mail communications are Kohl's property and Kohl's reserves the right to retrieve and read any message created, sent and received. Kohl's reserves the right to monitor messages by authorized Kohl's Associates at any time without any further consent. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Incoming email that generates record needs escape character?
MessageYou might try encapsulating the Summary value between [$$ and $$]. This is normally used for field values that span multiple lines in the e-mail, but it might also work to escape the and characters. The Summary line would need to be formatted as follows in the incoming e-mail: Summary !8! : [$$Modify FIXNDAOTHERCD7 program to Bybass ND-OTHER-CD-7 field 90 and change Field if 4 to 0$$] If you decide to try this, please let us know if it works! HTH, Thomas - Original Message - From: Wheeler, Dylan Newsgroups: gmane.comp.crm.arsystem.general To: arslist@ARSLIST.ORG Sent: Friday, February 22, 2008 5:26 PM Subject: Incoming email that generates record needs escape character? ** Hi all, I'm having a problem with some characters. We get emails from another system on our network that we dump to a working form then generate CHG requests. I ran into the problem today when the summary field had the and characters in it. Is there an escape character I can have the other system developer use to tell Remedy it's just field data and not a command variable? I had them remove the and and the request went through, so I know that's the problem. Here is the email that failed. Anything after the summary field was disregarded and an email was sent back saying that required fields were empty. Schema: DSL:CQE-CHG-Email Server: Login: XX Password: XXX Action: Submit Format: Short Category !20003! : Software Type !20004! : Application Item !20005! : NDA Classification !536870982! : Normal Status !7! : Awaiting Review Risk !260007001! : Low Urgency !24009! : Low Summary !8! : Modify FIXNDAOTHERCD7 program to Bybass ND-OTHER-CD-7 field 90 and change Field if 4 to 0 Req. Name !536870914! : John Doe Req. Phone !536870915! : Aff. Name !24001! : John Doe Aff. Phone !24002! : Implem. Group !536870984! : Mainframe Computing Planned Start !24013! : 02/29/2008 15:54:35 Planned End !24014! : 02/29/2008 15:59:35 We're on Windows 2003 with ARS 6.3 Patch 23 - Dylan Wheeler Production Control Analyst Principal IT Operations Downey Savings Loan Association, F.A. Email: [EMAIL PROTECTED] This message and any attachments are for the intended recipient(s) only and may contain privileged, confidential and/or proprietary information about Downey Savings or its customers, which Downey Savings does not intend to disclose to the public. If you received this message by mistake, please notify the sender by reply e-mail and delete the message and attachments. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Incoming email that generates record needs escape character?
Have you tried enclosing the string in brackets? [$$..$$] It's used to identify multiple lines of data but may cause the system to ignore the symbols causing the problem. Summary !8! : [$$Modify FIXNDAOTHERCD7 program to bypass ND-OTHER-CD-7 field 90 and change Field if 4 to 0$$] Jason _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Wheeler, Dylan Sent: Friday, February 22, 2008 5:27 PM To: arslist@ARSLIST.ORG Subject: Incoming email that generates record needs escape character? Hi all, I'm having a problem with some characters. We get emails from another system on our network that we dump to a working form then generate CHG requests. I ran into the problem today when the summary field had the and characters in it. Is there an escape character I can have the other system developer use to tell Remedy it's just field data and not a command variable? I had them remove the and and the request went through, so I know that's the problem. Here is the email that failed. Anything after the summary field was disregarded and an email was sent back saying that required fields were empty. Schema: DSL:CQE-CHG-Email Server: Login: XX Password: XXX Action: Submit Format: Short Category !20003! : Software Type !20004! : Application Item !20005! : NDA Classification !536870982! : Normal Status !7! : Awaiting Review Risk !260007001! : Low Urgency !24009! : Low Summary !8! : Modify FIXNDAOTHERCD7 program to Bybass ND-OTHER-CD-7 field 90 and change Field if 4 to 0 Req. Name !536870914! : John Doe Req. Phone !536870915! : Aff. Name !24001! : John Doe Aff. Phone !24002! : Implem. Group !536870984! : Mainframe Computing Planned Start !24013! : 02/29/2008 15:54:35 Planned End !24014! : 02/29/2008 15:59:35 We're on Windows 2003 with ARS 6.3 Patch 23 - Dylan Wheeler Production Control Analyst Principal IT Operations Downey Savings Loan Association, F.A. Email: mailto:[EMAIL PROTECTED] [EMAIL PROTECTED] This message and any attachments are for the intended recipient(s) only and may contain privileged, confidential and/or proprietary information about Downey Savings or its customers, which Downey Savings does not intend to disclose to the public. If you received this message by mistake, please notify the sender by reply e-mail and delete the message and attachments. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Incoming email that generates record needs escape character?
Thanks for the input, same result though Message Type: Message Number: 307 Message Text: Required field (without a default) not specified Appended Text: 536870914 Instruction:Submit Instruction Number:1 Instruction Template: - Dylan Wheeler Production Control Analyst Principal IT Operations Downey Savings Loan Association, F.A. Email: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Thomas Bean Sent: Friday, February 22, 2008 4:06 PM To: arslist@ARSLIST.ORG Subject: Re: Incoming email that generates record needs escape character? ** You might try encapsulating the Summary value between [$$ and $$]. This is normally used for field values that span multiple lines in the e-mail, but it might also work to escape the and characters. The Summary line would need to be formatted as follows in the incoming e-mail: Summary !8! : [$$Modify FIXNDAOTHERCD7 program to Bybass ND-OTHER-CD-7 field 90 and change Field if 4 to 0$$] If you decide to try this, please let us know if it works! HTH, Thomas - Original Message - From: Wheeler, Dylan mailto:[EMAIL PROTECTED] Newsgroups: gmane.comp.crm.arsystem.general To: arslist@ARSLIST.ORG Sent: Friday, February 22, 2008 5:26 PM Subject: Incoming email that generates record needs escape character? ** Hi all, I'm having a problem with some characters. We get emails from another system on our network that we dump to a working form then generate CHG requests. I ran into the problem today when the summary field had the and characters in it. Is there an escape character I can have the other system developer use to tell Remedy it's just field data and not a command variable? I had them remove the and and the request went through, so I know that's the problem. Here is the email that failed. Anything after the summary field was disregarded and an email was sent back saying that required fields were empty. Schema: DSL:CQE-CHG-Email Server: Login: XX Password: XXX Action: Submit Format: Short Category !20003! : Software Type !20004! : Application Item !20005! : NDA Classification !536870982! : Normal Status !7! : Awaiting Review Risk !260007001! : Low Urgency !24009! : Low Summary !8! : Modify FIXNDAOTHERCD7 program to Bybass ND-OTHER-CD-7 field 90 and change Field if 4 to 0 Req. Name !536870914! : John Doe Req. Phone !536870915! : Aff. Name !24001! : John Doe Aff. Phone !24002! : Implem. Group !536870984! : Mainframe Computing Planned Start !24013! : 02/29/2008 15:54:35 Planned End !24014! : 02/29/2008 15:59:35 We're on Windows 2003 with ARS 6.3 Patch 23 - Dylan Wheeler Production Control Analyst Principal IT Operations Downey Savings Loan Association, F.A. Email: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] This message and any attachments are for the intended recipient(s) only and may contain privileged, confidential and/or proprietary information about Downey Savings or its customers, which Downey Savings does not intend to disclose to the public. If you received this message by mistake, please notify the sender by reply e-mail and delete the message and attachments. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: PERFORM-ACTION-ADD-ATTACHMENT from a filter
I've got a 7.1 Patch 1 VM and it doesn't work there, either. And this is Linux, not windows.maybe I'll try this on my Windows VM and see if it may be OS related. --- J.T. Shyman _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bryan Waters Sent: Friday, February 22, 2008 6:01 PM To: arslist@ARSLIST.ORG Subject: Re: PERFORM-ACTION-ADD-ATTACHMENT from a filter I've experienced this same issue with v7.0.1 patch4. This is a known defect. Supposedly, it's fixed with v7.0.1 patch6. Thanks, Bryan From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman Sent: Friday, February 22, 2008 5:13 PM To: arslist@ARSLIST.ORG Subject: Re: PERFORM-ACTION-ADD-ATTACHMENT from a filter ** Ok, is there any restriction on it? I've got a simple filter that fires on modify and attempts to put a file into an attachment field. However, when it runs it finishes successfully, returns a status of 0, but doesn't put the file in the attachment field. In fact, if there is a file there already it will clear it out. This is what the filter log looks like if I use a set fields action: FLTR TID: 0027933600 RPC ID: 000956 Queue: Fast Client-RPC: 390620USER: Demo /* Fri Feb 22 2008 16:02:40.2354 */ Checking NCC:SCC:External Process Report_Add Attachment (500) FLTR TID: 0027933600 RPC ID: 000956 Queue: Fast Client-RPC: 390620USER: Demo -- Passed -- perform actions FLTR TID: 0027933600 RPC ID: 000956 Queue: Fast Client-RPC: 390620USER: Demo 0: Set Fields FLTR TID: 0027933600 RPC ID: 000956 Queue: Fast Client-RPC: 390620USER: Demo PERFORM-ACTION-ADD-ATTACHMENT 536880912 net-snmp_license.txt FLTR TID: 0027933600 RPC ID: 000956 Queue: Fast Client-RPC: 390620USER: Demo Exit code: 0 Value: 0 FLTR TID: 0027933600 RPC ID: 000956 Queue: Fast Client-RPC: 390620USER: Demo Short Description (8) = 0 This is what the filter log looks like if I use a process action: FLTR TID: 0121088928 RPC ID: 000931 Queue: Fast Client-RPC: 390620USER: Demo /* Fri Feb 22 2008 16:02:13.0647 */ Checking NCC:SCC:External Process Report_Add Attachment FLTR TID: 0121088928 RPC ID: 000931 Queue: Fast Client-RPC: 390620USER: Demo 0: Process FLTR TID: 0121088928 RPC ID: 000931 Queue: Fast Client-RPC: 390620USER: Demo $PROCESS$ PERFORM-ACTION-ADD-ATTACHMENT 536880912 net-snmp_license.txt But neither actually sets the file in the attachment field. The file net-snmp_license.txt exists in the Remedy installation's bin folder.which is where PERFORM-ACTION-SAVE-ATTACHMENT puts files if you don't specify a path so I figured it would grab from there to. However, it behaves the same even if I point the ADD process to a full path and file. --- J.T. Shyman _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jason Miller Sent: Friday, February 22, 2008 5:04 PM To: arslist@ARSLIST.ORG Subject: Re: PERFORM-ACTION-ADD-ATTACHMENT from a filter ** Yes it can. On Fri, Feb 22, 2008 at 1:54 PM, J.T. Shyman [EMAIL PROTECTED] wrote: ** Does anyone know if PERFORM-ACTION-ADD-ATTACHMENT can be used in a filter to attach a file from the server? AR 7.0.1 Patch 5 on Linux. --- J.T. Shyman __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Email Disclaimer This email has been sent from the TuringSMI Group This message is subject to and does not create or vary any contractual relationship between TuringSMI, SMI Technologies, SMI Telco, its subsidiaries or affiliates and you. Internet communications are not secure and therefore the TuringSMI Group does not accept any legal responsibility for the contents of this message. Any views or opinions expressed are those of the author. This message is intended for the addressee(s) only and its contents and any attached files are strictly confidential. If you have received it in error, please contact the sender on the number above. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: PERFORM-ACTION-ADD-ATTACHMENT from a filter
It works (at least with my v6.3 on Solaris. I don't have 7 yet) inside of a Set Fields using the $PROCESS$ keyword $PROCESS$ PERFORM-ACTION-ADD-ATTACHMENT 536870915 $zString2$ You mean they broke it on v7? Fred From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman Sent: Friday, February 22, 2008 7:56 PM To: arslist@ARSLIST.ORG Subject: Re: PERFORM-ACTION-ADD-ATTACHMENT from a filter ** I've got a 7.1 Patch 1 VM and it doesn't work there, either. And this is Linux, not windows...maybe I'll try this on my Windows VM and see if it may be OS related... --- J.T. Shyman From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bryan Waters Sent: Friday, February 22, 2008 6:01 PM To: arslist@ARSLIST.ORG Subject: Re: PERFORM-ACTION-ADD-ATTACHMENT from a filter I've experienced this same issue with v7.0.1 patch4. This is a known defect. Supposedly, it's fixed with v7.0.1 patch6. Thanks, Bryan From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman Sent: Friday, February 22, 2008 5:13 PM To: arslist@ARSLIST.ORG Subject: Re: PERFORM-ACTION-ADD-ATTACHMENT from a filter ** Ok, is there any restriction on it? I've got a simple filter that fires on modify and attempts to put a file into an attachment field. However, when it runs it finishes successfully, returns a status of 0, but doesn't put the file in the attachment field. In fact, if there is a file there already it will clear it out. This is what the filter log looks like if I use a set fields action: FLTR TID: 0027933600 RPC ID: 000956 Queue: Fast Client-RPC: 390620USER: Demo /* Fri Feb 22 2008 16:02:40.2354 */ Checking NCC:SCC:External Process Report_Add Attachment (500) FLTR TID: 0027933600 RPC ID: 000956 Queue: Fast Client-RPC: 390620USER: Demo -- Passed -- perform actions FLTR TID: 0027933600 RPC ID: 000956 Queue: Fast Client-RPC: 390620USER: Demo 0: Set Fields FLTR TID: 0027933600 RPC ID: 000956 Queue: Fast Client-RPC: 390620USER: Demo PERFORM-ACTION-ADD-ATTACHMENT 536880912 net-snmp_license.txt FLTR TID: 0027933600 RPC ID: 000956 Queue: Fast Client-RPC: 390620USER: Demo Exit code: 0 Value: 0 FLTR TID: 0027933600 RPC ID: 000956 Queue: Fast Client-RPC: 390620USER: Demo Short Description (8) = 0 This is what the filter log looks like if I use a process action: FLTR TID: 0121088928 RPC ID: 000931 Queue: Fast Client-RPC: 390620USER: Demo /* Fri Feb 22 2008 16:02:13.0647 */ Checking NCC:SCC:External Process Report_Add Attachment FLTR TID: 0121088928 RPC ID: 000931 Queue: Fast Client-RPC: 390620USER: Demo 0: Process FLTR TID: 0121088928 RPC ID: 000931 Queue: Fast Client-RPC: 390620USER: Demo $PROCESS$ PERFORM-ACTION-ADD-ATTACHMENT 536880912 net-snmp_license.txt But neither actually sets the file in the attachment field. The file net-snmp_license.txt exists in the Remedy installation's bin folder...which is where PERFORM-ACTION-SAVE-ATTACHMENT puts files if you don't specify a path so I figured it would grab from there to. However, it behaves the same even if I point the ADD process to a full path and file. --- J.T. Shyman From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jason Miller Sent: Friday, February 22, 2008 5:04 PM To: arslist@ARSLIST.ORG Subject: Re: PERFORM-ACTION-ADD-ATTACHMENT from a filter ** Yes it can. On Fri, Feb 22, 2008 at 1:54 PM, J.T. Shyman [EMAIL PROTECTED] wrote: ** Does anyone know if PERFORM-ACTION-ADD-ATTACHMENT can be used in a filter to attach a file from the server? AR 7.0.1 Patch 5 on Linux. --- J.T. Shyman __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Email Disclaimer This email has been sent from the TuringSMI Group This message is subject to and does not create or vary any contractual relationship between TuringSMI, SMI Technologies, SMI Telco, its subsidiaries or affiliates and you. Internet communications are not secure and therefore the TuringSMI Group does not accept any legal responsibility for the contents of this message. Any views or opinions expressed are those of the author. This message is intended for the addressee(s) only and its contents and any attached files are strictly confidential. If you have received it in error, please contact the sender on the number above. __Platinum Sponsor: www.rmsportal.com ARSlist: Where
Re: Incoming email that generates record needs escape character?
What if they put the Summary field last? From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Wheeler, Dylan Sent: Friday, February 22, 2008 6:46 PM To: arslist@ARSLIST.ORG Subject: Re: Incoming email that generates record needs escape character? ** Thanks for the input, same result though Message Type: Message Number: 307 Message Text: Required field (without a default) not specified Appended Text: 536870914 Instruction:Submit Instruction Number:1 Instruction Template: - Dylan Wheeler Production Control Analyst Principal IT Operations Downey Savings Loan Association, F.A. Email: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Thomas Bean Sent: Friday, February 22, 2008 4:06 PM To: arslist@ARSLIST.ORG Subject: Re: Incoming email that generates record needs escape character? ** You might try encapsulating the Summary value between [$$ and $$]. This is normally used for field values that span multiple lines in the e-mail, but it might also work to escape the and characters. The Summary line would need to be formatted as follows in the incoming e-mail: Summary !8! : [$$Modify FIXNDAOTHERCD7 program to Bybass ND-OTHER-CD-7 field 90 and change Field if 4 to 0$$] If you decide to try this, please let us know if it works! HTH, Thomas - Original Message - From: Wheeler, Dylan mailto:[EMAIL PROTECTED] Newsgroups: gmane.comp.crm.arsystem.general To: arslist@ARSLIST.ORG Sent: Friday, February 22, 2008 5:26 PM Subject: Incoming email that generates record needs escape character? ** Hi all, I'm having a problem with some characters. We get emails from another system on our network that we dump to a working form then generate CHG requests. I ran into the problem today when the summary field had the and characters in it. Is there an escape character I can have the other system developer use to tell Remedy it's just field data and not a command variable? I had them remove the and and the request went through, so I know that's the problem. Here is the email that failed. Anything after the summary field was disregarded and an email was sent back saying that required fields were empty. Schema: DSL:CQE-CHG-Email Server: Login: XX Password: XXX Action: Submit Format: Short Category !20003! : Software Type !20004! : Application Item !20005! : NDA Classification !536870982! : Normal Status !7! : Awaiting Review Risk !260007001! : Low Urgency !24009! : Low Summary !8! : Modify FIXNDAOTHERCD7 program to Bybass ND-OTHER-CD-7 field 90 and change Field if 4 to 0 Req. Name !536870914! : John Doe Req. Phone !536870915! : Aff. Name !24001! : John Doe Aff. Phone !24002! : Implem. Group !536870984! : Mainframe Computing Planned Start !24013! : 02/29/2008 15:54:35 Planned End !24014! : 02/29/2008 15:59:35 We're on Windows 2003 with ARS 6.3 Patch 23 - Dylan Wheeler Production Control Analyst Principal IT Operations Downey Savings Loan Association, F.A. Email: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] This message and any attachments are for the intended recipient(s) only and may contain privileged, confidential and/or proprietary information about Downey Savings or its customers, which Downey Savings does not intend to disclose to the public. If you received this message by mistake, please notify the sender by reply e-mail and delete the message and attachments. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: SLM 7.1 Questions
This addresses your first question. From what I can see, I think you may need to provide a file extension with your export and log file name. I tested this, and it seemed to work fine for me. I did notice that it took a while (over a minute) before it actually created the .arx file at the destination path. It also took several minutes to complete, even when only exporting a few ST's. I do belie that there may be some documentation errors, as a login and password is not needed to export Service Targets. Also, yes..., when you click OK on the message, the export window closes and leaves you back at the app admin console. HTH Leonard Neely Column Technologies -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Friday, February 22, 2008 3:25 PM To: arslist@ARSLIST.ORG Subject: SLM 7.1 Questions With apologies to anyone who reads ARSLIST _AND_ the BMCDN Forums, I'll post this again here in case any of the SLM gurus are here (not working for BMC and limited to BMCDN). After several days of reading and then building service targets, agreements, contracts, etc., on my development server, I have not been able to find answers to several questions: 1. When trying to export service targets or agreements, I select one or all of them, provide the path and filename for the output and the log file, and click Export. I get a message that it is exporting: Exporting SLM from remedy7.ars.unt.edu server to remedy7.ars.unt.edu server file path. (ARNOTE 45195) Message: Export Started. Wait until Export finished and check Log File - C:/temp/Tmp at remedy7.ars.unt.edu for result (ARNOTE 45196) The preceding message occurred during the execution of active link SLM:Export:Submit -- action 1. (ARNOTE 1101) I click on OK, and the SLM Export Utility abruptly closes. No files or logs are output. The docs and help file say this: In the File Path/Name field, enter the required path and the name for the file to which you want to export service targets, for example, c:/temp/filename.arx. The file is saved on the server where SLM is installed. Define the server you want to export from. You must enter the user id and password. There is no place to enter a server, userid, or password, and if it is supposed to be part of the path and file (of which there is the example above), there is no example of the syntax to use for those entries. Are the docs and help file incomplete? Does this utility even work, or is it a fake? Has anyone gotten it to work, ever? 2. In Configure Data Sources, selecting the Incident Management-installed HPD:Help Desk source, in the Request-based Settings tab, no value has been selected for any setting except Start Time. What should the others be set to, or will setting them break the OOTB integration the installer created? In particular, how would I add the capability for Reset Goal for Same Request correctly? The docs talk about custom apps but not how to modify the OOTB integrations installed by ITSM7. 3. The same Data Source is set to MSP=No. If I am going to need separate SLAs for our 25 some-odd distributed support areas, which have separate operational companies, what is the proper way to partition SLM to do that? The docs are unspecific. BTW, our customers are all in one customer company, with membership in two others (employees and students) for another purpose. Only support staff reside in the operational companies. They support one or more customer organizations with subordinate departments. I can imagine needing separate SLAs for each customer organization and its support company, and OLAs between different customer support companies. How do I set up MSP for this (or will it even scale to do OLAs between companies if I turn it on??)? So far I have only created one business time entity with three segments for the whole campus. All of the operational companies have schedules and holidays defined the old way, as part of their support group definitions. Any ideas on any of this, or am I off the map here?? Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ ___ 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: ARUser License Monitoring
Hi, A simple cheat was to give all users floating licenses at midnight, and then have workflow that assigned them FIXED when they logged in. This is not possible now, as BMC-Remedy implemented a limit on the number of times a user can be assigned a FIXED license during a specific period of time. I have seen this in brief use at a customer site, and it did have a very good impact on licenses... The bugs are inte the ARAPI, not in our code. The main-last-access-time is erroneous in some versions/patch levels, and the last-accsess-time per application is still 0 as far as i know. Manual or automatic reassignment is not an issue concerning the licenses agreement. You have to look at the intent of the license agreement. I did not say that your solution was contradicting the license agreement. You could talk to BMC-Remedy about it to make sure that it complies, just as we have done. Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia: * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. * RRR|Translator - Manage and automate your language translations. Find these products, and many free tools and utilities, at http://rrr.se. ** Hi, Mladoniczky - getting very close to the limits allowed by the license agreement How close do i get if i generate request for Remedy Admin to change my License Type? - Users are logged out after a certain timeout in the user log anyway, so the benefits on checking last-access-time through the API is not that great. Not-that-great-benefits are true if you check it once during the login period. I can check the Number of last-access-time every 1 min. - Do you inform youâre charging customers that there are bugs related to the API that sometimes give inaccurate ... - I do not have bugs related to the API and last access time never is NULL... - How is users are unable to login related to the available Write licenses? - There is also another problem that you can not see if a user has received a FLOAT-READ because he has not yet done anything... My forms shows me when user who has FLOAT USING READ and it means he is doing something. - How is users are unable to login related to the availability of Write User Licenses? - The algorithm we use is based on moving the users around every month or so, based on long term usage statistics from the user log. The algorithm Iâm using based on long term usage statistics AND urgent needs AND suddenly increased activity or passivity and Iâm not beating anything - This has beaten anything else I have seen (that does not break the license agreement with BMC) Including what? What have you seen that breaks BMC license agreement? What about BMC Licenseâ? How collecting statistics is beat it? Best regards, igor -- This message has been checked by ESVA and is believed to be clean. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
