Moving records to the top based on a condition

[Rashmi Amruth]

Hi All,

A remedy table field (say, Remtab) contains some records which has columns
(Last Modified Date, Priority, State). I need to move certain records to the
top based on a condition.
The condition is, say - State is Active and Priority is "1" and Current date
and time is more than 45 minutes after "Last Modified Date".

Any ideas on how this can be done?

Regards,
Rashmi

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Re: Moving records to the top based on a condition

[David Morgan]

One suggestion is to use a self-join on the target form to determine the
results sort order differently than how the original form has it
specified.

So REMTAB points to FORM A whose results list is ordered by Date, and
Request ID. 

Create a SELF-JOIN of FORM A with a results list set ordered by
Status/Priority and Last Modified Date and point REMTAB to that?

This would get you part-way to the solution. 


Regards
Dave Morgan
Tiberone Technologies Ltd


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rashmi Amruth
Sent: 22 March 2008 11:45
To: arslist@ARSLIST.ORG
Subject: Moving records to the top based on a condition

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Hi All,

A remedy table field (say, Remtab) contains some records which has
columns
(Last Modified Date, Priority, State). I need to move certain records to
the
top based on a condition.
The condition is, say - State is Active and Priority is "1" and Current
date
and time is more than 45 minutes after "Last Modified Date".

Any ideas on how this can be done?

Regards,
Rashmi


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**
Hi All,
 
A remedy table field (say, Remtab) contains some records which
has columns (Last Modified Date, Priority, State). I need to move
certain records to the top based on a condition. 
The condition is, say - State is Active and Priority is "1" and Current
date and time is more than 45 minutes after "Last Modified
Date".

 
Any ideas on how this can be done?
 
Regards,
Rashmi
 
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Re: Approval Setup - ITSM 7 (UNCLASSIFIED)

[Pierson, Shawn]

Michael,

Just to get it out of the way, I think the Approval Engine is one of the worst 
products ever made on Remedy.  There are many technical and design flaws in it. 
 I believe that is probably why BMC doesn't really support it.

To answer question #1, depending on your goals, you have to set things up in a 
few different places.  I'm just going off of memory here, so you'll probably 
want to verify the exact forms with the documentation.

The best thing is to see if any of the out of the box approval phases work for 
you.  If they do, then all you have to do is set up some records on the 
Approval Mappings form for that approval phase with the tier structure you want.

If you need to set up an approval process from scratch between new Statuses, 
you first have to set it up in the Approval Process Configuration form.  BMC 
doesn't like you modifying the out of the box ones, so if you need something 
different, disable the OOtB phase and make a new one.  Once you have the new 
phase between the different Statuses, you add the Approval Mapping records.

If you need to do something even more difficult, like add the Requested For as 
an approver, you'll have to go into the AP:Administration form and set up those 
processes.

Unfortunately, if you make any changes to data other than what is in the 
Approval Mappings form, BMC seems to consider it a customization, and refuse to 
support it.  I've run into problems and couldn't get help with figuring some of 
those things out.  Fortunately I was able to do so on my own after time by 
looking at all of the OOtB stuff and by trial and error.

As to question #2, I would suggest that if you don't have a week or two to 
devote to poring through log files, documentation, and deconstructing their 
workflow in order to understand how the approval process works, you're better 
off paying someone who has experience doing it to come in and save you a lot of 
time.

Shawn Pierson



From: Action Request System discussion list(ARSList) on behalf of Luttmann, 
Michael W CTR USA
Sent: Fri 3/21/2008 12:30 PM
To: arslist@ARSLIST.ORG
Subject: Approval Setup - ITSM 7 (UNCLASSIFIED)



Classification:  UNCLASSIFIED
Caveats: NONE

ITSM 7.0.2 (Patch 6) on Windows:  With respect to Approvals, I have
looked at documentation until my eyeballs hurt, and I can't find the
answer to these two questions.

1. I want certain change approvals to run ONLY with certain CTI (Tier
1/2/3) values - not with EVERY change request.  The approvers should
come from the supervisors of the default Support Group responsible for
the CTI.  I don't see a place to specify this.

2. What the heck to the out-of-the-box approval processes mean
(AP:Administration form)?  At least, how could I map them to my
company's processes to work the way we need them to?


Sorry for the ignorance.


Michael W. Luttmann
Sr. Remedy Developer
Fort Carson DOIM


Classification:  UNCLASSIFIED
Caveats: NONE

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Re: Moving records to the top based on a condition

[Joe D'Souza]

Rashmi,

Create a database view of what you want, and create a view form for that
view.. that view form will have the records sorted as you wish if you have
taken care to order it by whatever condition you wish

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Rashmi Amruth
  Sent: Saturday, March 22, 2008 7:45 AM
  To: arslist@ARSLIST.ORG
  Subject: Moving records to the top based on a condition


  **
  Hi All,

  A remedy table field (say, Remtab) contains some records which has columns
(Last Modified Date, Priority, State). I need to move certain records to the
top based on a condition.
  The condition is, say - State is Active and Priority is "1" and Current
date and time is more than 45 minutes after "Last Modified Date".

  Any ideas on how this can be done?

  Regards,
  Rashmi
No virus found in this outgoing message.
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5:52 PM

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Job: Remedy Sr.Consultant/Architect - 18 Month Contract or Contract to Hire - US Citizen - Georgia

[Kitchen, Joshua T]

Dear List,
 
Hope all is well, I am looking for a Sr. 7.x Architect to lead the
installation of Incident, Change, Asset.
 
Location:  Atlanta, GA
 
Duration:  18 Months
 
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Skillset: REMEDY v7.x with modules Incident, Change and Asset 

Detailed Job Description: 

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If you are interested please send me a word document version of your
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Respectfully,

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Information Technology Recruiter
Kforce Professional Staffing 
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Great People = Great Results
   
Please don't keep me a secret... a referral is the best compliment I can
receive. 

 

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<>

Trying to create new notification for transfered incidentsTrying to create new notification for transferred incidents

[npeterson]

Pardon my very uninformed question – I’m an active directory guy that has
fallen upon the Remedy Incident management administration duties and I am in
a world I know very little about. 

So what I am trying to do is create a new notification; I want this
notification to be triggered by a reassignment of incident, and I want it to
notify something like “incident  has been reassigned to you, it was
previously been assigned to John Doe”. 

I have identified NTE:CFG:Notification as the place to create events, but am
not sure about a Incident Transfer event, so I’m basically lost there. I’ve
also worked my way through SYS:Notification Messages however I’m not sure
what I would use to identify the previously assigned support personnel -
#Previously Assigned Personnel#...:)  So again, basically lost. 

Am I headed in the completely wrong direction for this notification? If
anyone can offer any advice I would greatly appreciate it.

Thanks

np



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