Respuesta automatica de Ruben Arellano

[Ruben Arellano]

Hola actualmente me encuentro de reposo medico, tengo acceso a mi correo y 
estoy disponible por celular, cualquier requerimiento no dudes en hacermelo 
saber.
Cualquier requerimiento Urgente puede contactar a Raidy Ferres.
Me reincorporo el 24 de Marzo, saludos

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Re: Question: Incident Pending Notification

[David Sanders]

In ESS, just check the box and choose who you want to notify...

David Sanders
Remedy Solution Architect
Enterprise Service Suite @ Work
==
ARS List Award Winner 2005
Best 3rd party Remedy Application
 
See the ESS Concepts Guide
 
tel +44 1494 468980
mobile +44 7710 377761
email [EMAIL PROTECTED]
 
web http://www.westoverconsulting.co.uk
 
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: Monday, March 17, 2008 10:33 AM
To: arslist@ARSLIST.ORG
Subject: Question: Incident Pending Notification

In the previous version of Help Desk the user would get a notification
when the ticket went into Pending.

I have noticed this is no longer the case.

I was looking at SYS:Notification Messages, but I don't see any
notification event for notifying the customer on their status change.

Has anyone done this?

I'm currently using ITSM 7 patch 6.

Thanks.


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<>

AREA LDAP

[Christine]

I'm new to Remedy, we are on ARS 7.1.00 Patch 002. I am working on the
LDAP AREA authentication which I have working to two of our three AD
domains. That is, the person can login with their AD account ID, which
matches their Remedy account ID, use their AD account login password
and get authenticated to Remedy. The third domain has a different
account naming structure and I'm looking for help on getting the LDAP
AREA authentication working to that domain. Here is the issue:

For mythical person Ed Jones the AD account login name would be jonese
(Last name, first initial). The AD account doesn't have all the
information the company wants in the person record. This comes from a
second source which is a CSV file. This CSV file would have a value of
ed_jones, but not jonese. But... the second source does have an email
account of [EMAIL PROTECTED] and the AD account has a mail field
value of [EMAIL PROTECTED]

I want to authenticate the Remedy account of ed_jones to the AD
account of jonese with the common value of [EMAIL PROTECTED]

I first tried setting User Search Filter to '[EMAIL PROTECTED]
and that did not work. Do I need to use the Defaults and Mapping
Attributes? If so, would I set User Search Filter back to
sAMAccountName=$\USER$ and map the Email Address to the name of the
email field in AD (which is mail).

Sorry to be so thick minded No training and no consultant $ on
this project and we are trudging through this implementation on our
own. I've already read and received a lot of help from this board on
previous issues but am finally desperate enough to post my own
question.

Thanks much!
Christine

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Re: SSIS and Large Fields, importing large fields issues

[Gidd]

Mr/Mrs Bird:

One can only assume you are speaking of Microsoft SQL Server Integration
Services?
Can you help us to help you?  

What version of MS SQL are you using?
What version of ARS are you using?


Regards...Gidd

PS: Claire ...  

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED]
Sent: Monday, March 17, 2008 11:24 AM
To: arslist@ARSLIST.ORG
Subject: SSIS and Large Fields, importing large fields issues

We're seeing issues when moving (copying) data to our data warehouse when it
comes upon a work log field where there is a LOT of data it hangs, the job
never completes.  We can cancel it and it doesn't error, it just waits.

Anyone seeing this issue with SSIS and custom (Remedy) ODBC drivers.
I found this thread that validates that this isn't just our problem.
Unfortunately, there is no resolution in the thread or elsewhere that I
could find.

http://forums.microsoft.com/TechNet/ShowPost.aspx?PostID=1497581&SiteID=17

Do you have a support contract and contact for Remedy that we could open a
ticket with regarding this issue?  I would believe that they may have seen
this with other customers and may even have an updated driver that works
around SSIS's limitations.

I'll make an inquiry with Microsoft with regards to this issue and see if
there is a workaround within SSIS or a hotfix in the works.

If those two paths are dead-ends then there are alternatives outside of SSIS
that we could explore using.


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SSIS and Large Fields, importing large fields issues

[[EMAIL PROTECTED]]

We're seeing issues when moving (copying) data to our data warehouse
when it comes upon a work log field where there is a LOT of data it
hangs, the job never completes.  We can cancel it and it doesn't
error, it just waits.

Anyone seeing this issue with SSIS and custom (Remedy) ODBC drivers.
I found this thread that validates that this isn't just our problem.
Unfortunately, there is no resolution in the thread or elsewhere that
I could find.

http://forums.microsoft.com/TechNet/ShowPost.aspx?PostID=1497581&SiteID=17

Do you have a support contract and contact for Remedy that we could
open a ticket with regarding this issue?  I would believe that they
may have seen this with other customers and may even have an updated
driver that works around SSIS's limitations.

I'll make an inquiry with Microsoft with regards to this issue and see
if there is a workaround within SSIS or a hotfix in the works.

If those two paths are dead-ends then there are alternatives outside
of SSIS that we could explore using.

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Re: Email Multiple Records

[Roger Medsker]

Ah, I see what you mean.

 

Here's an idea. Assume Form A holds your inactivated accounts and Form B
holds your notifications. Once a day have an escalation push to Form B and
always create a record. Have on Form B a table field with a qualification
that captures all of the relevant records in Form A. On Create of Form B
have a filter call a filter guide to walk the table and build the email with
the relevant information and then push that information to the AR System
Email Messages form. If you don't need/want a record of the emails in Form B
you could just have the escalation push to the same record and have the
filter execute on Modify.

 

Roger

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger
Sent: Monday, March 17, 2008 11:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: Email Multiple Records

 

** 

Hey Roger,

 

The problem is this. Let's say there are 20 records in Form A that need to
be pushed to Form B. How do you know that all 20 records have been pushed?
The only way would be to use some sort of counter to capture how many
records in Form A meet your criteria and then push that to Form B. You would
then a filter on Form B to push the data to the Messages table when the
counter = 0. Unless I am really missing something I can't think of another
way. Of course it is Monday all I want to do is do a little celebrating.

 

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 Roger Medsker
Sent: Monday, March 17, 2008 11:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: Email Multiple Records

 

Roger,

 

I think what Fred intended was that after setting up the email in the
staging form that the final action would be to push the completed email to
the "AR System Email Messages" form. The email engine will automatically
pick up the email from there and send it. No second escalation is necessary.

 

Roger Medsker

Remedy Consultant

Bluestem Consulting Group, LLC

[EMAIL PROTECTED]

 

 

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger
Sent: Monday, March 17, 2008 9:57 AM
To: arslist@ARSLIST.ORG
Subject: Re: Email Multiple Records

 

** 

Fred,

 

So I assume that you are using an Escalation to change and push the records
to the Staging form. Then you use another Escalation to send the email. I
guess the only question is how you know that you have completed the first
Escalation run. The only thing I can think of is to have a very large delta
between the two Escalation times. Thanks for the help.

 

Regards, 

 

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 Grooms, Frederick W
Sent: Monday, March 17, 2008 10:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: Email Multiple Records

 

I have done something similiar.   What I do is to push into a single record
on a staging form where I append the data to a field.  At the end of the
process I push from the staging form to the Messages.

 

Fred

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger
Sent: Monday, March 17, 2008 9:12 AM
To: arslist@ARSLIST.ORG
Subject: Email Multiple Records

I have a request to email multiple records once a day. Basically, I will be
inactivating accounts and I need to send one email with a list of all
affected accounts. The email will include name and location. I am wondering
if anyone has ever done anything like this before.

 

ARS 6.03 patch 16

WIN2003

SQL2K

 

Thanks in advance for any suggestions.

 

Regards,

 

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 

 

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Are" html___

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Re: Track time on how long the ticket was on a group's queue

[Rocky -]

I think I'm having problems on what to put on the 'run if:' line and the
'push if field:' line on the filters.

I have 3 filters: 
 1- one to create a record when a ticket gets created/assigned
 2- update the record when it gets reassigned.
 3- update the record when it gets resolved.

Filter 1: Time in 
* Run if (( 'TR.Assigned Group' !=  $NULL$ ) AND ( 'TR.Assigned Group' !=
'DB.Assigned Group')) OR (( 'TR.Assigned To' = 'Assigned To') AND (
'TR.Assigned To' != 'DB.Assigned To')) OR (('Status' != "Resolved") AND
('DB.Status' = "Resolved"))

* Push fields if (( $Request ID$ = 'Request ID2') AND ( $Assigned To$ =
'Assigned To') AND ( 'Assign Time' =  $NULL$ ) AND ( 'Status' !=
"Resolved")) OR (( $Assigned Group$ = 'Assigned Group') AND ( $Request ID$ =
'Request ID2') AND ( 'Assign Time' =  $NULL$ ) AND ( 'Status' !=
"Resolved"))

Filter 2: Time out on Reassignment
* Run if  (( 'DB.Assigned Group' !=  'Assigned Group' ) OR ( 'DB.Assigned
To' !=  'Assigned To' )) AND (( 'Status' != "Resolved") AND ('DB.Status' !=
"Resolved"))

* Push fields if ( $Request ID$ = 'Request ID2') AND ( 'ReAssign Time' = 
$NULL$ ) AND ( 'Resolved Time' =  $NULL$ )

Filter 3: Time out on Resolved
* Run if 'Status'  =  "Resolved" AND 'DB.Status' != "Resolved"

* Push Fields if ( $Request ID$ = 'Request ID2') AND ( 'ReAssign Time' = 
$NULL$ ) AND ( 'Status' != "Resolved")


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of LisaD
Sent: Friday, March 14, 2008 1:46 PM
To: arslist@ARSLIST.ORG
Subject: Re: Track time on how long the ticket was on a group's queue


LisaD wrote:
> 
> We had to build this exact same thing for a custom application in the
> past.  We created a form that captured all changes in status by assigned
> group, which worked like this:
> Time Capture Record is created on first assignment of ticket and logs
> Group, Person, Start Date/Time assigned, status, ticket#, etc.
> Time Capture Record is updated on assignment change, and logs the End
> Date/Time, and creates a new Time Capture Record using the End Date Time
> of the previous record as the Start Date/Time.
> 
> You get the picture. then I reported on this form using Crystal
> Reports and I translated the Date/Timestamps into DD/HH/MM
> 
> What isn't working with yours? I may be able to assist.
> 
> 
> Rocky - wrote:
>> 
>> I agree with you guys but I don't want to mess with that for now :)  Well
>> technically we are open 24/7 including holidays so I don't really have to
>> worry about that for now and we do have a field on the form where the
>> tech can input the time they spent on the ticket.
>> 
>> Thanks,
>> Rocky
>> 
>> -Original Message-
>> From: Action Request System discussion list(ARSList)
>> [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
>> CS/SCCE
>> Sent: Wednesday, March 12, 2008 7:15 AM
>> To: arslist@ARSLIST.ORG
>> Subject: Re: Track time on how long the ticket was on a group's queue
>> 
>> Good point...in my application I capture both--"wall clock" time and
>> business time.  I've found, though, that in our environment, most people
>> don't care about and/or understand the concept of business time, so the
>> business time schedules aren't maintained very well.
>> 
>> That's the catch with business time--in order for it to be of any value,
>> someone must actively and aggressively maintain the schedules each year
>> and every time a new support group is created or changed, etc.
>> 
>> -Original Message-
>> From: Action Request System discussion list(ARSList)
>> [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
>> Sent: Wednesday, March 12, 2008 9:10 AM
>> To: arslist@ARSLIST.ORG
>> Subject: Re: Track time on how long the ticket was on a group's queue
>> 
>> Rocky,
>> 
>> I hate to complicate things, but "wall clock time" may not be the
>> right way to go. ( Maybe it is, but maybe it is not.)
>> 
>> You may also need to consider "Business time" calculations in this
>> math depending on your business needs.
>> 
>> The classic example is this
>> 
>> An issue is give to the help desk at 4:50 PM on Friday and it not
>> resolved before they close that day. ( They close at 5PM and reopen
>> Monday at 8AM.) Monday morning it is discovered that the problem was
>> resolved due to a network issue being resolved over the weekend and
>> the issue is "Resolved" at 8:05 AM Monday.
>> 
>> Did the ticket "stay" in the Help Desk for more than 2 days or for
>> only 15 minutes?
>> 
>> ( The same idea can apply for holiday hours too.)
>> 
>> As long as the numbers are understood then they can be interpreted.
>> But sometimes it is hard to "subtract non-working hours" after the
>> fact. It can also be a challenge to identify what "business hours"
>> should be applied to an incident too. The Help Desk only worked the
>> ticket for 15 minutes, but the networking group spend 4 hours fixing
>> the network problem. So should the report actually show 15 min

Re: Read-Only fields in Mid-Tier do not indicate with the traditional "silver" field background like in the user tool

[Warren Baltimore]

You can set the Read Only Field to Disabled.  This will allow you to show a
value within the field, and the User can still reference it.  When you need
it, just use a Change Field Active Link to set it to Read-Write.

Warren


On 3/17/08, Tournier, Pascal <[EMAIL PROTECTED]> wrote:
>
> **
>
> The problem is that by doing so, if I change the state of a field from
> read-only to read-write via one workflow (this is what I'm doing a lot of
> time) .. this background color change will not be taken into account…
>
>
>
> Regards
>
> Pascal
>
>
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Grooms, Frederick W
> *Sent:* Monday, March 17, 2008 5:00 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Read-Only fields in Mid-Tier do not indicate with the
> traditional "silver" field background like in the user tool
>
>
>
> Create a single AL that you attach to all of your forms on Window Open
>
>
>
> The AL should have a Run-If of$CLIENT-TYPE$ = 9
>
>
>
> and it should have a Run-Process Action of   SET-RO-COLOR 224, 224, 224
>
>
>
> Fred
>
>
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Tournier, Pascal
> *Sent:* Monday, March 17, 2008 10:55 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Read-Only fields in Mid-Tier do not indicate with the
> traditional "silver" field background like in the user tool
>
> Hi,
>
>
>
> We have recently migrated to Remedy ARS version 7.0.1 and wanted to go to
> the Web access interface via Mid-tier, the problem is that Read-only fields
> in Mid-Tier do not indicate as such with the traditional "silver" field
> background, how can I make my Read-only fields appear as Read-only? Also, I
> may not necessarily set read-only fields statically, but rather change their
> state from via workflow...this is confusing to my end users because,
> visually, they never know what state the field is in. Honestly I checked the
> Knowledge but haven't found any good solution, because honestly I do not
> want to go create a specific workflow which change the background color for
> all of my 100 schema….
>
>
>
> Thanks
>
> Regards
>
> Pascal
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> 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.

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Re: Question: Incident Pending Notification

[T. Dee]

THANK YOU VERY MUCH!!


On 3/17/08, strauss <[EMAIL PROTECTED]> wrote:
> I created one for Pending and one for In Progress.  You have to create
> the events, then event records, then notifications corresponding to the
> events, then filters to fire the notifications. Here is how I documented
> doing it:
>
> Add Customer Notifications for Status = In Progress and Pending
> o   Add new Notification Events to field attributes in
> NTE:SYS-Define NT Events
> *   Requester Incident In Progress - 11001
> *   Requester Incident Pending - 11002
> o   Create corresponding new records for these notification events
> in the same form under Incident Management with the Support Staff Event
> marked as No.
> o   Copy to New from HPD-INC-CustomerReOpenNT in SYS:Notification
> Messages and edit the notification texts as well as the Description
> (filter name)
> *   HPD-INC-CustomerInProgressNT
> *   HPD-INC-CustomerPendingNT
> o   Copy and edit filters to fire the new notifications (probably
> copied NTCustReOpen)
> *   +HPD:INC:NTCustInProgress_853_Chk
> *   +HPD:INC:NTCustInProgress_854_SetTag
> *   +HPD:INC:NTCustPending_853_Chk
> *   +HPD:INC:NTCustPending_854_SetTag
>
> Christopher Strauss, Ph.D.
> Call Tracking Administration Manager
> University of North Texas Computing & IT Center
> http://itsm.unt.edu/
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
> Sent: Monday, March 17, 2008 10:33 AM
> To: arslist@ARSLIST.ORG
> Subject: Question: Incident Pending Notification
>
> In the previous version of Help Desk the user would get a notification
> when the ticket went into Pending.
>
> I have noticed this is no longer the case.
>
> I was looking at SYS:Notification Messages, but I don't see any
> notification event for notifying the customer on their status change.
>
> Has anyone done this?
>
> I'm currently using ITSM 7 patch 6.
>
> Thanks.
>
> 
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Re: Email Multiple Records

[Nall, Roger]

Hey Roger,

 

The problem is this. Let's say there are 20 records in Form A that need
to be pushed to Form B. How do you know that all 20 records have been
pushed? The only way would be to use some sort of counter to capture how
many records in Form A meet your criteria and then push that to Form B.
You would then a filter on Form B to push the data to the Messages table
when the counter = 0. Unless I am really missing something I can't think
of another way. Of course it is Monday all I want to do is do a little
celebrating.

 

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 Roger Medsker
Sent: Monday, March 17, 2008 11:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: Email Multiple Records

 

Roger,

 

I think what Fred intended was that after setting up the email in the
staging form that the final action would be to push the completed email
to the "AR System Email Messages" form. The email engine will
automatically pick up the email from there and send it. No second
escalation is necessary.

 

Roger Medsker

Remedy Consultant

Bluestem Consulting Group, LLC

[EMAIL PROTECTED]

 

 

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger
Sent: Monday, March 17, 2008 9:57 AM
To: arslist@ARSLIST.ORG
Subject: Re: Email Multiple Records

 

** 

Fred,

 

So I assume that you are using an Escalation to change and push the
records to the Staging form. Then you use another Escalation to send the
email. I guess the only question is how you know that you have completed
the first Escalation run. The only thing I can think of is to have a
very large delta between the two Escalation times. Thanks for the help.

 

Regards, 

 

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 Grooms, Frederick W
Sent: Monday, March 17, 2008 10:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: Email Multiple Records

 

I have done something similiar.   What I do is to push into a single
record on a staging form where I append the data to a field.  At the end
of the process I push from the staging form to the Messages.

 

Fred

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger
Sent: Monday, March 17, 2008 9:12 AM
To: arslist@ARSLIST.ORG
Subject: Email Multiple Records

I have a request to email multiple records once a day. Basically, I will
be inactivating accounts and I need to send one email with a list of all
affected accounts. The email will include name and location. I am
wondering if anyone has ever done anything like this before.

 

ARS 6.03 patch 16

WIN2003

SQL2K

 

Thanks in advance for any suggestions.

 

Regards,

 

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 

 

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Re: Email Multiple Records

[Rick Cook]

I did something similar, where the users wanted one email to contain a list
of all of the tickets in their group that met certain conditions.  I created
a small sub-form in which to push only the info necessary for the
notifications (via timed Escalation), then I use Filters to concatenate the
data and push the final output to the Email messages form.  (This is a
custom HD application).

Rick

On Mon, Mar 17, 2008 at 9:14 AM, Julie Rockwood <[EMAIL PROTECTED]> wrote:

> ** Hi Roger,
>
> In case you don't have enough options yet, I too have done something
> similar.  My escalation  executes a notify action.   The text field
> something like this:
>  Schema: mySchema
> Server: $SERVER$
> User: myMailUser
> Key: myKey
> Action: Query
> Result Template: myResultTemplate
>  Qualification: '('7'  = "Unassigned" OR '7' = "Open" OR '7' =
> "Re-Opened" )
>
>
> At 08:50 AM 3/17/2008, you wrote:
>
> **
> I have done something similar,
>
> Form A
> When your condition is true – Push a record to Form B.
> (Creating only record a day)
>
> Pushing – Form Name, Case Number, Name, Location, Account, etc
>
>
> This is pushed to a temp field, which then is appended to the
> body of the email (Field)
> Controlling the format how you wish
>
> Once a night, an escalation runs and emails the record (with
> all the entries listed and formatted within the Body
>
> This is one approach I have used
>
> Doug
>
> --
>
> *From:* Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG]
> *On Behalf Of *Nall, Roger
> *Sent:* Monday, March 17, 2008 10:12 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Email Multiple Records
>
> I have a request to email multiple records once a day. Basically, I will
> be inactivating accounts and I need to send one email with a list of all
> affected accounts. The email will include name and location. I am wondering
> if anyone has ever done anything like this before.
>
> ARS 6.03 patch 16
> WIN2003
> SQL2K
>
> Thanks in advance for any suggestions.
>
> Regards,
>
> 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
>
> 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. __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___
>

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Re: Email Multiple Records

[Julie Rockwood]

Hi Roger,

In case you don't have enough options yet, I too 
have done something similar.  My 
escalation  executes a notify action.   The text field something like this:

 Schema: mySchema
Server: $SERVER$
User: myMailUser
Key: myKey
Action: Query
Result Template: myResultTemplate
Qualification: '('7'  = "Unassigned" OR 
'7' = "Open" OR '7' = "Re-Opened" )



At 08:50 AM 3/17/2008, you wrote:

**
I have done something similar,

Form A
When your condition is true – Push 
a record to Form B. (Creating only record a day)


Pushing – Form Name, Case Number, Name, Location, Account, etc

This is pushed to a temp field, 
which then is appended to the body of the email (Field)

Controlling the format how you wish

Once a night, an escalation runs 
and emails the record (with all the entries 
listed and formatted within the Body


This is one approach I have used

Doug


--
From: Action Request System discussion 
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger

Sent: Monday, March 17, 2008 10:12 AM
To: arslist@ARSLIST.ORG
Subject: Email Multiple Records

I have a request to email multiple records once 
a day. Basically, I will be inactivating 
accounts and I need to send one email with a 
list of all affected accounts. The email will 
include name and location. I am wondering if 
anyone has ever done anything like this before.


ARS 6.03 patch 16
WIN2003
SQL2K

Thanks in advance for any suggestions.

Regards,

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

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. __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


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Re: Read-Only fields in Mid-Tier do not indicate with the traditional "silver" field background like in the user tool

[Tournier, Pascal]

The problem is that by doing so, if I change the state of a field from
read-only to read-write via one workflow (this is what I'm doing a lot
of time) .. this background color change will not be taken into
account...

 

Regards

Pascal

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: Monday, March 17, 2008 5:00 PM
To: arslist@ARSLIST.ORG
Subject: Re: Read-Only fields in Mid-Tier do not indicate with the
traditional "silver" field background like in the user tool

 

Create a single AL that you attach to all of your forms on Window Open

 

The AL should have a Run-If of$CLIENT-TYPE$ = 9

 

and it should have a Run-Process Action of   SET-RO-COLOR 224, 224, 224

 

Fred

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tournier, Pascal
Sent: Monday, March 17, 2008 10:55 AM
To: arslist@ARSLIST.ORG
Subject: Read-Only fields in Mid-Tier do not indicate with the
traditional "silver" field background like in the user tool

Hi,

 

We have recently migrated to Remedy ARS version 7.0.1 and wanted to go
to the Web access interface via Mid-tier, the problem is that Read-only
fields in Mid-Tier do not indicate as such with the traditional "silver"
field background, how can I make my Read-only fields appear as
Read-only? Also, I may not necessarily set read-only fields statically,
but rather change their state from via workflow...this is confusing to
my end users because, visually, they never know what state the field is
in. Honestly I checked the Knowledge but haven't found any good
solution, because honestly I do not want to go create a specific
workflow which change the background color for all of my 100 schema

 

Thanks

Regards

Pascal

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Re: ORA-01776 after upgrade from ARS 6.3 to 7.1

[Rick Cook]

Are you using a supported version of Oracle?

Rick

On Mon, Mar 17, 2008 at 4:44 AM, Alexander V. Doronin <[EMAIL PROTECTED]>
wrote:

> Hi,
>
> I got ORA-01776 error after upgrade ARS from 6.3 to 7.1.
> This error appears when I try to insert request to regular form.
>
> Does anyone had the same error?
>
> --
> Best regards,
> Alexander Doronin
>
>
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Re: Read-Only fields in Mid-Tier do not indicate with the traditional "silver" field background like in the user tool

[Grooms, Frederick W]

Create a single AL that you attach to all of your forms on Window Open
 
The AL should have a Run-If of$CLIENT-TYPE$ = 9
 
and it should have a Run-Process Action of   SET-RO-COLOR 224, 224, 224
 
Fred



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tournier, Pascal
Sent: Monday, March 17, 2008 10:55 AM
To: arslist@ARSLIST.ORG
Subject: Read-Only fields in Mid-Tier do not indicate with the
traditional "silver" field background like in the user tool



Hi,

 

We have recently migrated to Remedy ARS version 7.0.1 and wanted to go
to the Web access interface via Mid-tier, the problem is that Read-only
fields in Mid-Tier do not indicate as such with the traditional "silver"
field background, how can I make my Read-only fields appear as
Read-only? Also, I may not necessarily set read-only fields statically,
but rather change their state from via workflow...this is confusing to
my end users because, visually, they never know what state the field is
in. Honestly I checked the Knowledge but haven't found any good
solution, because honestly I do not want to go create a specific
workflow which change the background color for all of my 100 schema

 

Thanks

Regards

Pascal


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Read-Only fields in Mid-Tier do not indicate with the traditional "silver" field background like in the user tool

[Tournier, Pascal]

Hi,

 

We have recently migrated to Remedy ARS version 7.0.1 and wanted to go
to the Web access interface via Mid-tier, the problem is that Read-only
fields in Mid-Tier do not indicate as such with the traditional "silver"
field background, how can I make my Read-only fields appear as
Read-only? Also, I may not necessarily set read-only fields statically,
but rather change their state from via workflow...this is confusing to
my end users because, visually, they never know what state the field is
in. Honestly I checked the Knowledge but haven't found any good
solution, because honestly I do not want to go create a specific
workflow which change the background color for all of my 100 schema

 

Thanks

Regards

Pascal


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Re: Question: Incident Pending Notification

[strauss]

I created one for Pending and one for In Progress.  You have to create
the events, then event records, then notifications corresponding to the
events, then filters to fire the notifications. Here is how I documented
doing it:

Add Customer Notifications for Status = In Progress and Pending
o   Add new Notification Events to field attributes in
NTE:SYS-Define NT Events
*   Requester Incident In Progress - 11001
*   Requester Incident Pending - 11002
o   Create corresponding new records for these notification events
in the same form under Incident Management with the Support Staff Event
marked as No.
o   Copy to New from HPD-INC-CustomerReOpenNT in SYS:Notification
Messages and edit the notification texts as well as the Description
(filter name)
*   HPD-INC-CustomerInProgressNT
*   HPD-INC-CustomerPendingNT
o   Copy and edit filters to fire the new notifications (probably
copied NTCustReOpen)
*   +HPD:INC:NTCustInProgress_853_Chk
*   +HPD:INC:NTCustInProgress_854_SetTag
*   +HPD:INC:NTCustPending_853_Chk
*   +HPD:INC:NTCustPending_854_SetTag

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: Monday, March 17, 2008 10:33 AM
To: arslist@ARSLIST.ORG
Subject: Question: Incident Pending Notification

In the previous version of Help Desk the user would get a notification
when the ticket went into Pending.

I have noticed this is no longer the case.

I was looking at SYS:Notification Messages, but I don't see any
notification event for notifying the customer on their status change.

Has anyone done this?

I'm currently using ITSM 7 patch 6.

Thanks.


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Re: Parameter is Incorrect

[Mike Wallick]

I've been trying to figure this out for months now, though I only see
the behavior when the Remedy client is running via Citrix. In my case,
network drives work fine, but the drive mapped to the user's local
hard disk (V: in my case) is where I see the parameter is incorrect
message.

This is with WUT 7.0.1 p3 through p6. Performing the same operation
from a 6.3 user tool in Citrix does not exhibit the same behavior (it
works as expected).

Sorry I don't have more to offer.

Mike

On 3/17/08, SUBSCRIBE arslist Melissa <[EMAIL PROTECTED]> wrote:
> **
> We are trying to attach documents to the work info for an incident, but we
> are getting "Parameter is Incorrect" error when the file is located in the
> "My Documents" folder.  In our environment, My Documents is mapped to a
> network drive.  I can attach from any other network drive.
>
> We are using Remedy User 7.01 patch 5.
>
> Has anyone seen this before? __Platinum Sponsor: www.rmsportal.com ARSlist:
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Question: Incident Pending Notification

[T. Dee]

In the previous version of Help Desk the user would get a notification
when the ticket went into Pending.

I have noticed this is no longer the case.

I was looking at SYS:Notification Messages, but I don't see any
notification event for notifying the customer on their status change.

Has anyone done this?

I'm currently using ITSM 7 patch 6.

Thanks.

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Re: Email Multiple Records

[Roger Medsker]

Roger,

 

I think what Fred intended was that after setting up the email in the
staging form that the final action would be to push the completed email to
the "AR System Email Messages" form. The email engine will automatically
pick up the email from there and send it. No second escalation is necessary.

 

Roger Medsker

Remedy Consultant

Bluestem Consulting Group, LLC

[EMAIL PROTECTED]

 

 

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger
Sent: Monday, March 17, 2008 9:57 AM
To: arslist@ARSLIST.ORG
Subject: Re: Email Multiple Records

 

** 

Fred,

 

So I assume that you are using an Escalation to change and push the records
to the Staging form. Then you use another Escalation to send the email. I
guess the only question is how you know that you have completed the first
Escalation run. The only thing I can think of is to have a very large delta
between the two Escalation times. Thanks for the help.

 

Regards, 

 

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 Grooms, Frederick W
Sent: Monday, March 17, 2008 10:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: Email Multiple Records

 

I have done something similiar.   What I do is to push into a single record
on a staging form where I append the data to a field.  At the end of the
process I push from the staging form to the Messages.

 

Fred

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger
Sent: Monday, March 17, 2008 9:12 AM
To: arslist@ARSLIST.ORG
Subject: Email Multiple Records

I have a request to email multiple records once a day. Basically, I will be
inactivating accounts and I need to send one email with a list of all
affected accounts. The email will include name and location. I am wondering
if anyone has ever done anything like this before.

 

ARS 6.03 patch 16

WIN2003

SQL2K

 

Thanks in advance for any suggestions.

 

Regards,

 

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 

 

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Are" html___


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Re: Email Multiple Records

[Nall, Roger]

Fred,

 

So I assume that you are using an Escalation to change and push the
records to the Staging form. Then you use another Escalation to send the
email. I guess the only question is how you know that you have completed
the first Escalation run. The only thing I can think of is to have a
very large delta between the two Escalation times. Thanks for the help.

 

Regards, 

 

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 Grooms, Frederick W
Sent: Monday, March 17, 2008 10:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: Email Multiple Records

 

I have done something similiar.   What I do is to push into a single
record on a staging form where I append the data to a field.  At the end
of the process I push from the staging form to the Messages.

 

Fred

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger
Sent: Monday, March 17, 2008 9:12 AM
To: arslist@ARSLIST.ORG
Subject: Email Multiple Records

I have a request to email multiple records once a day. Basically, I will
be inactivating accounts and I need to send one email with a list of all
affected accounts. The email will include name and location. I am
wondering if anyone has ever done anything like this before.

 

ARS 6.03 patch 16

WIN2003

SQL2K

 

Thanks in advance for any suggestions.

 

Regards,

 

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 

 

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Re: Email Multiple Records

[Tanner, Doug]

I have done something similar, 

 

Form A 

When your condition is true - Push a record to Form B.
(Creating only record a day)

 

Pushing - Form Name, Case Number, Name, Location, Account,
etc 

 

This is pushed to a temp field, which then is appended to
the body of the email (Field)

Controlling the format how you wish

 

Once a night, an escalation runs and emails the record (with
all the entries listed and formatted within the Body

 

This is one approach I have used 

 

Doug

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger
Sent: Monday, March 17, 2008 10:12 AM
To: arslist@ARSLIST.ORG
Subject: Email Multiple Records

 

I have a request to email multiple records once a day. Basically, I will
be inactivating accounts and I need to send one email with a list of all
affected accounts. The email will include name and location. I am
wondering if anyone has ever done anything like this before.

 

ARS 6.03 patch 16

WIN2003

SQL2K

 

Thanks in advance for any suggestions.

 

Regards,

 

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 

 

__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.


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Re: Email Multiple Records

[Grooms, Frederick W]

I have done something similiar.   What I do is to push into a single
record on a staging form where I append the data to a field.  At the end
of the process I push from the staging form to the Messages.
 
Fred



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger
Sent: Monday, March 17, 2008 9:12 AM
To: arslist@ARSLIST.ORG
Subject: Email Multiple Records



I have a request to email multiple records once a day. Basically, I will
be inactivating accounts and I need to send one email with a list of all
affected accounts. The email will include name and location. I am
wondering if anyone has ever done anything like this before.

 

ARS 6.03 patch 16

WIN2003

SQL2K

 

Thanks in advance for any suggestions.

 

Regards,

 

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 

 


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OT: LinkedIn Remedy group

[Howard Richter]

Good morning, afternoon and evening all,

Sorry for the extra e-mail, but for all of you that are using LinkedIn, I
have created a "Remedy User and enthuses Group".

I thought that we needed our own group.
-- 
Howard Richter
Red Hat Certified Technician
CompTIA Linux+ Certified
ITIL Foundation Certified
E-Mail = [EMAIL PROTECTED]
Resume = http://www.richter-home.net/resume/
LinkedIn Profile =
*http://www.linkedin.com/in/hbr4270*

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Parameter is Incorrect

[SUBSCRIBE arslist Melissa]

We are trying to attach documents to the work info for an incident, but we 
are getting "Parameter is Incorrect" error when the file is located in the 
"My Documents" folder.  In our environment, My Documents is mapped to a 
network drive.  I can attach from any other network drive.

We are using Remedy User 7.01 patch 5.

Has anyone seen this before?

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Re: Friday Humor

[Drake,Dave]

The Irish Lent - - -  

An Irishman moves into a tiny hamlet in County Kerry, walks into the pub
and promptly orders three beers. The bartender raises his eyebrows, but
serves the man three beers, which he drinks quietly at a table, alone.

An hour later, the man has finished the three beers and orders three
more. This happens yet again. The next evening the man again orders and
drinks three beers at a time, several times. Soon the entire town is
whispering about the Man Who Orders Three Beers.

Finally, a week later, the bartender broaches the subject on behalf of
the town.  "I don't mean to pry, but folks around here are wondering why
you always order three beers?"

"Tis odd, isn't it?" the man replies. "You see, I have two brothers, and
one went to America , and the other to Australia . We promised each
other that we would always order an extra two beers whenever we drank as
a way of keeping up the family bond."

The bartender and the whole town were pleased with this answer, and soon
the Man Who Orders Three Beers became a local celebrity and source of
pride to the hamlet, even to the extent that out-of-towners would come
to watch him drink.

Then, one day, the man comes in and orders only two beers. The bartender
pours them with a heavy heart This continues for the rest of the
evening.  He orders only two beers. The word flies around town. Prayers
are offered for the soul of one of the brothers.

The next day, the bartender says to the man, "Folks around here, me
first of all, want to offer condolences to you for the death of your
brother. You know-the two beers and all."

The man ponders this for a moment, then replies, "You'll be happy to
hear that my two brothers are alive and well. It's just that I, meself,
have decided to give up drinking for Lent." 

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Darrell Reading
Sent: Friday, March 14, 2008 2:36 PM
To: arslist@ARSLIST.ORG
Subject: OT: Friday Humor

Somebody o

 Insert humor here

Somebody out there has to have something...


Darrell Reading Systems Engineer
Phone 479.204.5739
[EMAIL PROTECTED]

Wal-Mart Stores, Inc.
805 Moberly Lane, MS-0560-68
Bentonville, AR 72716
Save Money. Live Better


-
**
This email and any files transmitted with it are confidential and intended 
solely for the individual or entity to whom they are addressed. If you have 
received this email in error destroy it immediately.
**
Wal-Mart Confidential
**
 

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--
CONFIDENTIALITY NOTICE This message and any included attachments are from 
Cerner Corporation and are intended only for the addressee. The information 
contained in this message is confidential and may constitute inside or 
non-public information under international, federal, or state securities laws. 
Unauthorized forwarding, printing, copying, distribution, or use of such 
information is strictly prohibited and may be unlawful. If you are not the 
addressee, please promptly delete this message and notify the sender of the 
delivery error by e-mail or you may call Cerner's corporate offices in Kansas 
City, Missouri, U.S.A at (+1) (816)221-1024.

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Email Multiple Records

[Nall, Roger]

I have a request to email multiple records once a day. Basically, I will
be inactivating accounts and I need to send one email with a list of all
affected accounts. The email will include name and location. I am
wondering if anyone has ever done anything like this before.

 

ARS 6.03 patch 16

WIN2003

SQL2K

 

Thanks in advance for any suggestions.

 

Regards,

 

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 

 


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ORA-01776 after upgrade from ARS 6.3 to 7.1

[Alexander V. Doronin]

Hi,

I got ORA-01776 error after upgrade ARS from 6.3 to 7.1.
This error appears when I try to insert request to regular form.

Does anyone had the same error?

--
Best regards,
Alexander Doronin

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Re: Explicitly Invalidate Remedy Session

[Carey Matthew Black]

Prashant,

This is the wrong URL. http:///arsys/shared/logout.jsp
That jsp is just the "ok, we are done with the logout process... now
what do we show the user?" output file.

You need to make a call to the LogoutServlet. You can pass it a goto
value of the logout.jsp, or any other file you want to.

See BasicGuide-630.2006.05.09.pdf pages 452 and 453 for details.
  http:///arsys/servlet/LoginServlet

Keep in mind that this may not totally free the users session, but it
will at least have a shot at not requiring a one hour timeout.

-- 
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 Mon, Mar 17, 2008 at 1:05 AM, Prashant Patil <[EMAIL PROTECTED]> wrote:
> **
>
> Hi All,
>
>
> We have a corporate portal where the users perform login and have access to
> the remedy system to register trouble tickets etc. The portal is based on
> frames and remedy opens in the content frame.
>
>
> Now the situation is whenever the user performs portal logout we need to
> make sure to kill the user's remedy session.
>
> To achieve this we are calling the url:
> http:///arsys/shared/logout.jsp
>
> This url works perfectly if the portal logout is being performed from the
> main portal window where remedy is in the content frame.Please note that at
> the time of portal logout the user might be on a new browser window of the
> portal. The url does not work if we call it from any new browser window of
> the portal.
>
> Is there a way where we can kill the user's remedy session from any of the
> open portal windows?Thanks
>
> Prashant

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Re: "Responded date" field in 'incidents' form of Incident Mgmt 7.0.2

[priyanka_sareen]

Thank you Lisa. Your reply gave answer to my query.


LisaD wrote:
> 
> The 'Responded Date' is actually used for SLM.  When an incident is
> recordedd by the HelpDesk and then responded to by the support team, a
> support person must manually mark that it was responded to and the date
> will populate.  My understanding is that it only auto-populates with the
> recorded date if a support staff person records the incident.  At that
> point it will populated with the recorded date.
> 
> The Event History log shows all of the assignment information that covers
> the old 'Assigned Time' that we're used to seeing. Hope that helps.
> 
> 
> priyanka_sareen wrote:
>> 
>> hi,
>> 
>> i am in process of setting up ITSM 7.x architecture.(worked on 6.3
>> application earlier)
>> In Remedy 6.3 Helpdesk aaplication, there were 3 system date fields :
>> Arrival time, assigned time, Resolved time.
>> In comparison to that, in Incident Mgmt 7.0.2, i can find Reported Date,
>> Responded date, Closure date etc..
>> As per my understanding, the responded date should be filled up
>> automatically as the ticket status changes to "Assigned" or with any
>> valid value in "Assignee+" field.
>> But its not happening everytime, sometimes it is blank even if ticket is
>> with a particular support person.
>> Plz help me understand the logic behind value of "responded date".
>> 
>> 
>> 
> 
> 

-- 
View this message in context: 
http://www.nabble.com/%22Responded-date%22-field-in-%27incidents%27-form-of--Incident-Mgmt-7.0.2-tp16024124p16091915.html
Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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Re: Explicitly Invalidate Remedy Session

[Thivagar Sankaran]

Thanks, Prashant.

I am wondering then how the authentication happens while redirecting to the
specified form.

 

Regards,

Thivagar Sankaran

ITIL Foundation - Certified

ARS Remedy 6.3

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Prashant Patil
Sent: Monday, March 17, 2008 12:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: Explicitly Invalidate Remedy Session

 

** Thivagar,

If the username and password are correct it wont ask for login and will be
redirected to the specified form. Well we do not have SSO implemented!


Regards,
Prashant



On Mon, Mar 17, 2008 at 9:56 AM, Thivagar Sankaran
<[EMAIL PROTECTED]> wrote:

** 

Thanks Prashant,

Will it ask for login? Do you have SSO implemented?

If yes, could you please share me the documents if any?

 

Regards,

Thivagar Sankaran

ITIL Foundation - Certified

ARS Remedy 6.3

 

 

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smime.p7s
Description: S/MIME cryptographic signature

Re: Explicitly Invalidate Remedy Session

[Prashant Patil]

Thivagar,

If the username and password are correct it wont ask for login and will be
redirected to the specified form. Well we do not have SSO implemented!


Regards,
Prashant


On Mon, Mar 17, 2008 at 9:56 AM, Thivagar Sankaran <
[EMAIL PROTECTED]> wrote:

> **
>
> Thanks Prashant,
>
> Will it ask for login? Do you have SSO implemented?
>
> If yes, could you please share me the documents if any?
>
>
>
> Regards,
>
> Thivagar Sankaran
>
> ITIL Foundation – Certified
>
> ARS Remedy 6.3
>
>
>
>

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