Approval engine queuing transactions in Application Pending
Hi all, In our BMC ITSM 7.0 setup the approval engine is queuing transactions in Application Pending form. Why is it so? Lann -- View this message in context: http://www.nabble.com/Approval-engine-queuing-transactions-in-Application-Pending-tp17982280p17982280.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Where is the background appearance information stored?
I think it's stored in the proplong column in the fieldid=0 record on the field_dispprop table Select proplong from field_dispprop where schemaid = and vuiid = and fieldid = 0 The same is true for your button images I think Select proplong from field_dispprop where schemaid = and vuiid = and fieldid = Problem is the image data definition looks like it's concatenated with viewname and other definitions so it may be hard to extract. Good luck. Jonathan Jones Southern Company Services 205-257-4799 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Uday Joshi Sent: Friday, June 20, 2008 12:42 AM To: arslist@ARSLIST.ORG Subject: Re: Where is the background appearance information stored? Hi Tim, To start with either. or at least background image. Best Regards, Uday Joshi From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tim Widowfield Sent: Thursday, June 19, 2008 10:37 PM To: arslist@ARSLIST.ORG Subject: Re: Where is the background appearance information stored? ** Are you asking about background color or background image? Or both? --Tim - Original Message From: Uday Joshi <[EMAIL PROTECTED]> To: arslist@ARSLIST.ORG Sent: Thursday, June 19, 2008 11:42:45 AM Subject: [ARSLIST] Where is the background appearance information stored? ** Hi Listers I believe that everything in Remedy is stored some where in the table. So I am trying to locate where is the background information on the Appearance tab of the View properties stored? I tried searching in table vui but no luck I tried searching field_dispprop with a guess that the total appearance may be stored as a field. Interestingly I found fieldID = 0 but properties did not reveal anything meaningful (rather interpretable)? Does anybody know about this? Best Regards, Uday Joshi Delivery Manager - BSM Support Technology Infrastructure Services - BSM Unit -- Wipro Technologies, Hinjewadi, Pune 411057 Tel: +91 20 39104092 VOIP 842-5103 Please do not print this email unless it is absolutely necessary. The information contained in this electronic message and any attachments to this message are intended for the exclusive use of the addressee(s) and may contain proprietary, confidential or privileged information. If you are not the intended recipient, you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately and destroy all copies of this message and any attachments. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email. www.wipro.com __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ Please do not print this email unless it is absolutely necessary. The information contained in this electronic message and any attachments to this message are intended for the exclusive use of the addressee(s) and may contain proprietary, confidential or privileged information. If you are not the intended recipient, you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately and destroy all copies of this message and any attachments. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email. www.wipro.com __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: MT 7.1 and Searches Tool Bar
You will need to upgrade the server to at least 7.0. I contacted Remedy support for the same question and that's what worked. On May 1, 2:18 pm, Frank Caruso <[EMAIL PROTECTED]> wrote: > Does anyone know if its possible to get the Searches button in the tool bar > on MT 7.1p2 to work with an ARS 6.3p20 server? > > I can see the button on the web but it is always disabled. > > Thank you > > ___ > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org > Platinum Sponsor:www.rmsportal.comARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: MT 7.1 and Searches Tool Bar RESOLVED
Thank you On Fri, Jun 20, 2008 at 9:15 AM, Brad J <[EMAIL PROTECTED]> wrote: > You will need to upgrade the server to at least 7.0. I contacted > Remedy support for the same question and that's what worked. > > On May 1, 2:18 pm, Frank Caruso <[EMAIL PROTECTED]> wrote: > > Does anyone know if its possible to get the Searches button in the tool > bar > > on MT 7.1p2 to work with an ARS 6.3p20 server? > > > > I can see the button on the web but it is always disabled. > > > > Thank you > > > > > ___ > > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org > > Platinum Sponsor:www.rmsportal.comARSlist: "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"
Including attachments in email template submission?
Dear List, Our users enter data into ASP web pages, which send email templates to the Remedy system to create Remedy call entries. Is it possible to have the user attach a file to a field in the web page, and have that file included in the template, and become an attachment in the resulting call entry? Dwayne Martin James Madison University (ARS 7.1, RH Linux server, Oracle 10.2 db) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Including attachments in email template submission?
I did it with PHP. Email with attachment was sent to server. Server pushed data to a worker form and worker form validated and created a ticket. I tried with ASP but it was a pain in the butt. Maybe it's just because I know PHP a lot more heh. - Dylan Wheeler Production Control Analyst Principal IT Operations Downey Savings & Loan Association, F.A. Email: [EMAIL PROTECTED] -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Dwayne Martin Sent: Friday, June 20, 2008 9:16 AM To: arslist@ARSLIST.ORG Subject: Including attachments in email template submission? Dear List, Our users enter data into ASP web pages, which send email templates to the Remedy system to create Remedy call entries. Is it possible to have the user attach a file to a field in the web page, and have that file included in the template, and become an attachment in the resulting call entry? Dwayne Martin James Madison University (ARS 7.1, RH Linux server, Oracle 10.2 db) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" 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"
RESOLVED - Question: ITSM 7 - Process Flow Bar - Disabled Items
Remedy has confirmed this to be a defect - SW00262585 Ty -- Forwarded message -- From: T. Dee <[EMAIL PROTECTED]> Date: Jun 18, 2008 11:47 AM Subject: Question: ITSM 7 - Process Flow Bar - Disabled Items To: arslist@arslist.org I'm trying to set some of the items from the Process Flow Bar for the Status of Pending to "Offline". So I opened "VIS:ProcessFlowStructureSetup" (Process Flow Structure Setup) and searched for Form = HPD:Help Desk. In the 3rd table located at the bottom I found the accelerator item 'Support Contact Hold' for the Stage of 'Investigate and Diagnosis' - I clicked the VIEW button and from the Accelerator Item dialog window I changed the status to Offline and hit the SAVE button. However, I received the following error: This record already exists. Please verify or reselect your field entries and try again (ARERR 4). Can anyone shed some light on this? Am I doing something wrong? THANKS!!! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: RESOLVED - Question: ITSM 7 - Process Flow Bar - Disabled Items
I had the same problem - the work around is to export into an .arx file and then delete it from the form and then reimport with the Status = Offline and make sure you have the option to update existing record selected. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Friday, June 20, 2008 12:30 PM To: arslist@ARSLIST.ORG Subject: RESOLVED - Question: ITSM 7 - Process Flow Bar - Disabled Items Remedy has confirmed this to be a defect - SW00262585 Ty -- Forwarded message -- From: T. Dee <[EMAIL PROTECTED]> Date: Jun 18, 2008 11:47 AM Subject: Question: ITSM 7 - Process Flow Bar - Disabled Items To: arslist@arslist.org I'm trying to set some of the items from the Process Flow Bar for the Status of Pending to "Offline". So I opened "VIS:ProcessFlowStructureSetup" (Process Flow Structure Setup) and searched for Form = HPD:Help Desk. In the 3rd table located at the bottom I found the accelerator item 'Support Contact Hold' for the Stage of 'Investigate and Diagnosis' - I clicked the VIEW button and from the Accelerator Item dialog window I changed the status to Offline and hit the SAVE button. However, I received the following error: This record already exists. Please verify or reselect your field entries and try again (ARERR 4). Can anyone shed some light on this? Am I doing something wrong? THANKS!!! ___ 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: RESOLVED - Question: ITSM 7 - Process Flow Bar - Disabled Items
Or, one could fix the Filter's Push Fields action that is creating a new record when it finds a match rather than updating an existing one. (Just guessing, but it makes sense...) Rick On Fri, Jun 20, 2008 at 10:44 AM, Pam Hollis <[EMAIL PROTECTED]> wrote: > I had the same problem - the work around is to export into an .arx file > and then delete it from the form and then reimport with the Status = > Offline and make sure you have the option to update existing record > selected. > > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee > Sent: Friday, June 20, 2008 12:30 PM > To: arslist@ARSLIST.ORG > Subject: RESOLVED - Question: ITSM 7 - Process Flow Bar - Disabled Items > > Remedy has confirmed this to be a defect - SW00262585 > > Ty > > > -- Forwarded message -- > From: T. Dee <[EMAIL PROTECTED]> > Date: Jun 18, 2008 11:47 AM > Subject: Question: ITSM 7 - Process Flow Bar - Disabled Items > To: arslist@arslist.org > > > I'm trying to set some of the items from the Process Flow Bar for the > Status of Pending to "Offline". > > So I opened "VIS:ProcessFlowStructureSetup" (Process Flow Structure > Setup) and searched for Form = HPD:Help Desk. In the 3rd table > located at the bottom I found the accelerator item 'Support Contact > Hold' for the Stage of 'Investigate and Diagnosis' - I clicked the > VIEW button and from the Accelerator Item dialog window I changed the > status to Offline and hit the SAVE button. However, I received the > following error: > > This record already exists. Please verify or reselect your field > entries and try again (ARERR 4). > > Can anyone shed some light on this? Am I doing something wrong? > > THANKS!!! > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Trying to Load Assets into CMDB/Asset Inventory
Hi List, I am hoping someone can help me out. I am in the process of trying to load our Server Assets into Remedy Asset Inventory and into the CMDB. We are running CMDB v 2.0 and our AR apps are v 7.0.1 patch 006, on Windows 2003 Server and MS SQL 2005. I have a csv file listing out our server assets; I've loaded the data from the csv into a custom form via the Remedy Import Tool. I've then created a Filter to "Push" the data from the custom form into the AST:ComputerSystem form. I am receiving the following error message when the Filter fires: The Product Categorization Tiers, Product Name and Manufacturer combination is not valid. Please use the menus provided for these fields to select this information. (ARERR 44901) I did create the Categorization Tiers, Product Name and Manufacturer fields on the custom form as Character fields and I am trying to "Push" the data from these fields to the corresponding fields on AST:ComputerSystem. I am using the same Name Values for the above fields in the custom form that are being used on the AST:ComputerSystem form. So I thought that this should work fine. If I am reading the error right, I guess I should have created selection fields instead of character ones on the custom form and use the same Name Values for each field. But I would have to think there must be an easier way of getting this data into the system. I noticed that the same fields in question are character fields on the BMC.Core:BMC_ComputerSystem - Join form. Should I have the Filter "Push" to this form instead of the AST:ComputerSystem form? If I do "Push" to the BMC form will I see the data in the AST form once the Reconciliation Engine runs? I've also recently downloaded the AIE product, should I be using that instead of the Import Tool & Filter process? Any suggestions will be very helpful. Thank you, Lou ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Trying to Load Assets into CMDB/Asset Inventory
We loaded our assets into the system. It isn't easy but first import into the BMC_CORE:BMC-BaseElement Form and then export out into an arx file each Class ID - So you may have BMC_CORE:BMC-Equipment, ComputerSystem etc. Then you import each individual one into corresponding form - example Equipment goes into the BMC_CORE:BMC_Equipment_ form and Printer go into the BMC:CORE_BMC_Printer_ and BMC:CORE_BMC_HardwareSystemComponent_ Form. Use the Update Existing Record when importing into this form. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Louis Cobuccio Sent: Friday, June 20, 2008 1:38 PM To: arslist@ARSLIST.ORG Subject: Trying to Load Assets into CMDB/Asset Inventory Hi List, I am hoping someone can help me out. I am in the process of trying to load our Server Assets into Remedy Asset Inventory and into the CMDB. We are running CMDB v 2.0 and our AR apps are v 7.0.1 patch 006, on Windows 2003 Server and MS SQL 2005. I have a csv file listing out our server assets; I've loaded the data from the csv into a custom form via the Remedy Import Tool. I've then created a Filter to "Push" the data from the custom form into the AST:ComputerSystem form. I am receiving the following error message when the Filter fires: The Product Categorization Tiers, Product Name and Manufacturer combination is not valid. Please use the menus provided for these fields to select this information. (ARERR 44901) I did create the Categorization Tiers, Product Name and Manufacturer fields on the custom form as Character fields and I am trying to "Push" the data from these fields to the corresponding fields on AST:ComputerSystem. I am using the same Name Values for the above fields in the custom form that are being used on the AST:ComputerSystem form. So I thought that this should work fine. If I am reading the error right, I guess I should have created selection fields instead of character ones on the custom form and use the same Name Values for each field. But I would have to think there must be an easier way of getting this data into the system. I noticed that the same fields in question are character fields on the BMC.Core:BMC_ComputerSystem - Join form. Should I have the Filter "Push" to this form instead of the AST:ComputerSystem form? If I do "Push" to the BMC form will I see the data in the AST form once the Reconciliation Engine runs? I've also recently downloaded the AIE product, should I be using that instead of the Import Tool & Filter process? Any suggestions will be very helpful. Thank you, Lou ___ 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"
Returning a unique list of values from a form with multiple records
Here's an "interesting" problem. Any of you using ITSM 7 (7.0.02.007) in "multi-tenancy" mode might need to know this, too. BACKGROUND: I keep running into issues where Incidents are not accessible to groups that have worked on them, particularly where the Ownership remains with the default distributed support organization (IT support for the college the faculty/staff work in), but where several separate central support groups need to pass the Incident back and forth between them. Whoever is not currently assigned gets shut out. This is aggravated by the fact that there is a bushel of OOTB workflow present to prevent anyone from TAKING ownership of an Incident; it can only be "given" by the current Owner Group, who may not have anything to do with the incident if it is for a centrally supported system. All of these groups are organized into different companies. I have already had to add filters to shove group IDs into the Assignee Groups field (112) for ALL three groups - customer company, assigned group, and owner group. Now I need to add group ids for previously assigned or even previous owner groups, hopefully without too much redundancy of entries in field 112 (the current solution already results in some redundancy). PROBLEM: The data I need to work with, the history of assignment and ownership, is already being recorded in multiple entries (per Incident) in the Incident Assignment Log form. I want to query that form in filters for Incident Number = Incident ID, and Assigned Group ID != Assigned Group ID, and return all IDs that do not equal the current one. There can be several of course. The same thing for Owner Group ID. Is there a slick way to do this that will return a set of unique values instead of multiple entries of the same value, or am I going to have to set up some horrific parsing routine? I will still need to run another filter that looks up the Group ID (10 digits) from the Assignment and Owner Group IDs (SGP+12 digits) using the CTM:SYS-Access Permission Grps form, for EACH returned value, to get the values that must be added to the Assignee Groups field (112). BTW, it is always possible the Assigned Group and Owner Group are the same, so I am already putting duplicate group IDs in field 112 in that case in some incidents, and it does not seem to be a problem (and it is 255 characters long), but I would rather not pack the field full of duplicate values if I can help it. BTW, the problem extends to the Work Information records as well, since OOTB they only pick up the three values for customer company, assigned group, and owner group based on the current state of the Incident at the time the Work Info is submitted. I think that I am just going to shove the Group ID for Incident user, 20003, into Assignee Groups with the others and be done with it. The HPD:WorkLog form is not public, so access to the records in it is controlled by the parent Incident. 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"
Re: Trying to Load Assets into CMDB/Asset Inventory
I import them directly to the AST:ComputerSystem. it does the push to the other forms all on it's own. I make sure I set several of the hidden/background fields and it works well. I did about 34K assets this way! -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pam Hollis Sent: Friday, June 20, 2008 1:51 PM To: arslist@ARSLIST.ORG Subject: Re: Trying to Load Assets into CMDB/Asset Inventory We loaded our assets into the system. It isn't easy but first import into the BMC_CORE:BMC-BaseElement Form and then export out into an arx file each Class ID - So you may have BMC_CORE:BMC-Equipment, ComputerSystem etc. Then you import each individual one into corresponding form - example Equipment goes into the BMC_CORE:BMC_Equipment_ form and Printer go into the BMC:CORE_BMC_Printer_ and BMC:CORE_BMC_HardwareSystemComponent_ Form. Use the Update Existing Record when importing into this form. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Louis Cobuccio Sent: Friday, June 20, 2008 1:38 PM To: arslist@ARSLIST.ORG Subject: Trying to Load Assets into CMDB/Asset Inventory Hi List, I am hoping someone can help me out. I am in the process of trying to load our Server Assets into Remedy Asset Inventory and into the CMDB. We are running CMDB v 2.0 and our AR apps are v 7.0.1 patch 006, on Windows 2003 Server and MS SQL 2005. I have a csv file listing out our server assets; I've loaded the data from the csv into a custom form via the Remedy Import Tool. I've then created a Filter to "Push" the data from the custom form into the AST:ComputerSystem form. I am receiving the following error message when the Filter fires: The Product Categorization Tiers, Product Name and Manufacturer combination is not valid. Please use the menus provided for these fields to select this information. (ARERR 44901) I did create the Categorization Tiers, Product Name and Manufacturer fields on the custom form as Character fields and I am trying to "Push" the data from these fields to the corresponding fields on AST:ComputerSystem. I am using the same Name Values for the above fields in the custom form that are being used on the AST:ComputerSystem form. So I thought that this should work fine. If I am reading the error right, I guess I should have created selection fields instead of character ones on the custom form and use the same Name Values for each field. But I would have to think there must be an easier way of getting this data into the system. I noticed that the same fields in question are character fields on the BMC.Core:BMC_ComputerSystem - Join form. Should I have the Filter "Push" to this form instead of the AST:ComputerSystem form? If I do "Push" to the BMC form will I see the data in the AST form once the Reconciliation Engine runs? I've also recently downloaded the AIE product, should I be using that instead of the Import Tool & Filter process? Any suggestions will be very helpful. Thank you, Lou ___ 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"
Friday Humor: Honorable MEN
Must Read for Every Man and of course Woman (to understand man). If a female is reading this article then just realize the value of a man; and if its a male then feel proud of after reading it! "One day, while a woodcutter was cutting a branch of a tree above a river, his axe fell into the river. When he cried out, the Lord appeared and asked, "Why are you crying?" The woodcutter replied that his axe has fallen into water, and he needed the axe to make his living. The Lord went down into the water and reappeared with a golden axe. "Is this your axe?" the Lord asked. The woodcutter replied, "No." The Lord again went down and came up with a silver Axe. "Is this your axe?" the Lord asked. Again, the woodcutter replied, "No." The Lord went down again and came up with an iron Axe. "Is this your axe?" the Lord asked. The woodcutter replied, "Yes." The Lord was pleased with the man's honesty and gave him all three axes to keep, and the woodcutter went home happy. Some time later the woodcutter was walking with his wife along the riverbank, and his wife fell into the river. When he cried out, the Lord again appeared and asked him, "Why are you crying?" "Oh Lord, my wife has fallen into the water!" The Lord went down into the water and came up with ANGELINA JOLIE "Is this your wife?" the Lord asked. "Yes," cried the woodcutter. The Lord was furious. "You lied! That is untrue!" The woodcutter replied, "Oh, forgive me, my Lord. It is a misunderstanding. You see, if I had said 'no' to ANGELINA JOLIE, You might have come up with CAMERON DIAZ. Then if I said 'no' to her, you would have come up with my wife. Had I then said 'yes,' you would have given me all three. Lord, I am a poor man, and am not able to take care of all three wives, so THAT'S why I said yes to ANGELINA JOLIE." The moral of this story is: Whenever a man lies, it is for a good and honorable reason, and for the benefit of others. That's our story, and we're sticking to it! - "WE ARE HONORABLE MEN!!" No virus found in this outgoing message. Checked by AVG. Version: 7.5.524 / Virus Database: 270.4.1/1511 - Release Date: 6/20/2008 11:52 AM ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Trying to Load Assets into CMDB/Asset Inventory
Hi Claire, I thought about importing directly into the AST form first but I get a little paranoid moving any data directly from a spreadsheet to a system form I like to stage it to make sure that all the data is clean. Also I was hoping to automate this process for when we receive new equipment and for inventory moves. Importing works great for the first load but I don't think it will work well in the long run when I just need update and asset. How do you update your asset locations changes and such? Thank you, Lou -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sanford, Claire Sent: Friday, June 20, 2008 2:58 PM To: arslist@ARSLIST.ORG Subject: Re: Trying to Load Assets into CMDB/Asset Inventory I import them directly to the AST:ComputerSystem. it does the push to the other forms all on it's own. I make sure I set several of the hidden/background fields and it works well. I did about 34K assets this way! -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pam Hollis Sent: Friday, June 20, 2008 1:51 PM To: arslist@ARSLIST.ORG Subject: Re: Trying to Load Assets into CMDB/Asset Inventory We loaded our assets into the system. It isn't easy but first import into the BMC_CORE:BMC-BaseElement Form and then export out into an arx file each Class ID - So you may have BMC_CORE:BMC-Equipment, ComputerSystem etc. Then you import each individual one into corresponding form - example Equipment goes into the BMC_CORE:BMC_Equipment_ form and Printer go into the BMC:CORE_BMC_Printer_ and BMC:CORE_BMC_HardwareSystemComponent_ Form. Use the Update Existing Record when importing into this form. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Louis Cobuccio Sent: Friday, June 20, 2008 1:38 PM To: arslist@ARSLIST.ORG Subject: Trying to Load Assets into CMDB/Asset Inventory Hi List, I am hoping someone can help me out. I am in the process of trying to load our Server Assets into Remedy Asset Inventory and into the CMDB. We are running CMDB v 2.0 and our AR apps are v 7.0.1 patch 006, on Windows 2003 Server and MS SQL 2005. I have a csv file listing out our server assets; I've loaded the data from the csv into a custom form via the Remedy Import Tool. I've then created a Filter to "Push" the data from the custom form into the AST:ComputerSystem form. I am receiving the following error message when the Filter fires: The Product Categorization Tiers, Product Name and Manufacturer combination is not valid. Please use the menus provided for these fields to select this information. (ARERR 44901) I did create the Categorization Tiers, Product Name and Manufacturer fields on the custom form as Character fields and I am trying to "Push" the data from these fields to the corresponding fields on AST:ComputerSystem. I am using the same Name Values for the above fields in the custom form that are being used on the AST:ComputerSystem form. So I thought that this should work fine. If I am reading the error right, I guess I should have created selection fields instead of character ones on the custom form and use the same Name Values for each field. But I would have to think there must be an easier way of getting this data into the system. I noticed that the same fields in question are character fields on the BMC.Core:BMC_ComputerSystem - Join form. Should I have the Filter "Push" to this form instead of the AST:ComputerSystem form? If I do "Push" to the BMC form will I see the data in the AST form once the Reconciliation Engine runs? I've also recently downloaded the AIE product, should I be using that instead of the Import Tool & Filter process? Any suggestions will be very helpful. Thank you, Lou ___ 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"
Unable to Connect via ARODBC - 7.1 Patch 002
Hello All, Can anyone tell me if they have experienced the below with ARS 7.1? I have a user who attempts to connect to the database via ARODBC/Excel. Everything worked fine until I upgraded to 7.1, now the connection bombs out, everytime with the generic message "Unable to Open Catalog - Message 94" I have no idea what is causing this, I suspect something changed with the ARODBC driver in 7.1 server and the 7.1 client is not updated. Please somebody write me back something. :) I am perplexed Thanks, Jase ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
St-Pierre Patrick I625ST/Levis/GVDL est absent(e).
Je serai absent(e) à partir du 2008-06-20 de retour le 2008-06-25. ___ Le présent message est destiné uniquement aux personnes indiquées dans l'en-tête. Il contient des informations confidentielles qui ne peuvent être divulguées à des tiers sans que l'expéditeur ait préalablement accordé son consentement à cet égard. Si vous n'êtes pas un des destinataires concernés par cette communication ou une des personnes autorisées à la recevoir, veuillez en aviser l'expéditeur par courriel et détruire toutes les copies qui peuvent exister. This message is intended solely for the individual or entity to whom it is addressed. It contains privileged and confidential information which is not to be disclosed without the sender's express consent. If you are not the intended recipient of this message or an authorized representative thereof, please notify the sender by email and then destroy this message as well as all other existing copies. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Trying to Load Assets into CMDB/Asset Inventory
Another option is the Atrium Integration Engine. It allows you to map directly into CMDB classes as well as normal AR forms. It will map from flat files or other databases. I'm pulling asset data from SQL Server into Remedy. I would caution you however, the AIE is incredibly temperamental. But when it works it's really easy. I have found it a good idea to create a staging dataset from the CMDB console, and then setup a reconciliation job to move the data it into your production dataset. This allows you to import from multiple data sources and configure precedences. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Louis Cobuccio Sent: Friday, June 20, 2008 12:13 PM To: arslist@ARSLIST.ORG Subject: Re: Trying to Load Assets into CMDB/Asset Inventory Hi Claire, I thought about importing directly into the AST form first but I get a little paranoid moving any data directly from a spreadsheet to a system form I like to stage it to make sure that all the data is clean. Also I was hoping to automate this process for when we receive new equipment and for inventory moves. Importing works great for the first load but I don't think it will work well in the long run when I just need update and asset. How do you update your asset locations changes and such? Thank you, Lou -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sanford, Claire Sent: Friday, June 20, 2008 2:58 PM To: arslist@ARSLIST.ORG Subject: Re: Trying to Load Assets into CMDB/Asset Inventory I import them directly to the AST:ComputerSystem. it does the push to the other forms all on it's own. I make sure I set several of the hidden/background fields and it works well. I did about 34K assets this way! -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pam Hollis Sent: Friday, June 20, 2008 1:51 PM To: arslist@ARSLIST.ORG Subject: Re: Trying to Load Assets into CMDB/Asset Inventory We loaded our assets into the system. It isn't easy but first import into the BMC_CORE:BMC-BaseElement Form and then export out into an arx file each Class ID - So you may have BMC_CORE:BMC-Equipment, ComputerSystem etc. Then you import each individual one into corresponding form - example Equipment goes into the BMC_CORE:BMC_Equipment_ form and Printer go into the BMC:CORE_BMC_Printer_ and BMC:CORE_BMC_HardwareSystemComponent_ Form. Use the Update Existing Record when importing into this form. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Louis Cobuccio Sent: Friday, June 20, 2008 1:38 PM To: arslist@ARSLIST.ORG Subject: Trying to Load Assets into CMDB/Asset Inventory Hi List, I am hoping someone can help me out. I am in the process of trying to load our Server Assets into Remedy Asset Inventory and into the CMDB. We are running CMDB v 2.0 and our AR apps are v 7.0.1 patch 006, on Windows 2003 Server and MS SQL 2005. I have a csv file listing out our server assets; I've loaded the data from the csv into a custom form via the Remedy Import Tool. I've then created a Filter to "Push" the data from the custom form into the AST:ComputerSystem form. I am receiving the following error message when the Filter fires: The Product Categorization Tiers, Product Name and Manufacturer combination is not valid. Please use the menus provided for these fields to select this information. (ARERR 44901) I did create the Categorization Tiers, Product Name and Manufacturer fields on the custom form as Character fields and I am trying to "Push" the data from these fields to the corresponding fields on AST:ComputerSystem. I am using the same Name Values for the above fields in the custom form that are being used on the AST:ComputerSystem form. So I thought that this should work fine. If I am reading the error right, I guess I should have created selection fields instead of character ones on the custom form and use the same Name Values for each field. But I would have to think there must be an easier way of getting this data into the system. I noticed that the same fields in question are character fields on the BMC.Core:BMC_ComputerSystem - Join form. Should I have the Filter "Push" to this form instead of the AST:ComputerSystem form? If I do "Push" to the BMC form will I see the data in the AST form once the Reconciliation Engine runs? I've also recently downloaded the AIE product, should I be using that instead of the Import Tool & Filter process? Any suggestions will be very helpful. Thank you, Lou ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" __
Re: Trying to Load Assets into CMDB/Asset Inventory
Brian, I did just down load AIE, but I thought that I could only get data from another database. I didn't realize I could pull in data from a flat file too. And I was already putting the data into my SandBox dataset. Thanks for the info. Lou Sent from my Verizon Wireless Blackberry - Original Message - From: Action Request System discussion list(ARSList) To: arslist@ARSLIST.ORG Sent: Fri Jun 20 15:28:47 2008 Subject: Re: Trying to Load Assets into CMDB/Asset Inventory Another option is the Atrium Integration Engine. It allows you to map directly into CMDB classes as well as normal AR forms. It will map from flat files or other databases. I'm pulling asset data from SQL Server into Remedy. I would caution you however, the AIE is incredibly temperamental. But when it works it's really easy. I have found it a good idea to create a staging dataset from the CMDB console, and then setup a reconciliation job to move the data it into your production dataset. This allows you to import from multiple data sources and configure precedences. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Louis Cobuccio Sent: Friday, June 20, 2008 12:13 PM To: arslist@ARSLIST.ORG Subject: Re: Trying to Load Assets into CMDB/Asset Inventory Hi Claire, I thought about importing directly into the AST form first but I get a little paranoid moving any data directly from a spreadsheet to a system form I like to stage it to make sure that all the data is clean. Also I was hoping to automate this process for when we receive new equipment and for inventory moves. Importing works great for the first load but I don't think it will work well in the long run when I just need update and asset. How do you update your asset locations changes and such? Thank you, Lou -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sanford, Claire Sent: Friday, June 20, 2008 2:58 PM To: arslist@ARSLIST.ORG Subject: Re: Trying to Load Assets into CMDB/Asset Inventory I import them directly to the AST:ComputerSystem. it does the push to the other forms all on it's own. I make sure I set several of the hidden/background fields and it works well. I did about 34K assets this way! -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pam Hollis Sent: Friday, June 20, 2008 1:51 PM To: arslist@ARSLIST.ORG Subject: Re: Trying to Load Assets into CMDB/Asset Inventory We loaded our assets into the system. It isn't easy but first import into the BMC_CORE:BMC-BaseElement Form and then export out into an arx file each Class ID - So you may have BMC_CORE:BMC-Equipment, ComputerSystem etc. Then you import each individual one into corresponding form - example Equipment goes into the BMC_CORE:BMC_Equipment_ form and Printer go into the BMC:CORE_BMC_Printer_ and BMC:CORE_BMC_HardwareSystemComponent_ Form. Use the Update Existing Record when importing into this form. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Louis Cobuccio Sent: Friday, June 20, 2008 1:38 PM To: arslist@ARSLIST.ORG Subject: Trying to Load Assets into CMDB/Asset Inventory Hi List, I am hoping someone can help me out. I am in the process of trying to load our Server Assets into Remedy Asset Inventory and into the CMDB. We are running CMDB v 2.0 and our AR apps are v 7.0.1 patch 006, on Windows 2003 Server and MS SQL 2005. I have a csv file listing out our server assets; I've loaded the data from the csv into a custom form via the Remedy Import Tool. I've then created a Filter to "Push" the data from the custom form into the AST:ComputerSystem form. I am receiving the following error message when the Filter fires: The Product Categorization Tiers, Product Name and Manufacturer combination is not valid. Please use the menus provided for these fields to select this information. (ARERR 44901) I did create the Categorization Tiers, Product Name and Manufacturer fields on the custom form as Character fields and I am trying to "Push" the data from these fields to the corresponding fields on AST:ComputerSystem. I am using the same Name Values for the above fields in the custom form that are being used on the AST:ComputerSystem form. So I thought that this should work fine. If I am reading the error right, I guess I should have created selection fields instead of character ones on the custom form and use the same Name Values for each field. But I would have to think there must be an easier way of getting this data into the system. I noticed that the same fields in question are character fields on the BMC.Core:BMC_ComputerSystem - Join form. Should I have the Filter "Push" to this form instead of the AST:ComputerSystem form? If I do "Push" to the BMC form will I see
Re: Returning a unique list of values from a form with multiple records
Chris, Maybe for what you are trying to accomplish, you should setup a separate form to track the unique listing of different groups who have been assigned to work on an incident. Setup workflow that when TR.Assigned Group is not null to push data to this "IncidentAssignmentGroupTracking" form where Assigned Group = Assigned Group on the form. If there is a match, updating existing and if not create a new record in the form and include the Incident number, Group Name, and Group ID. Then setup another filter on the incident form to occur after this push to run a table walk through loop on a hidden table field that displays records in the "IncidentAssignmentGroupTracking" form and for each record return append the Group IDs to Field 112 (clear it at first and then run the Filter Guide Table walk through and set the field to each Group ID returned in the table. I cant think of any better way of doing this though. For Work Info records, I wouldn't sweat it since no user can directly get that data and any reporting you set to get Incident and Work Info data can be secured based on the row locking set on HPD:Help Desk. Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Friday, June 20, 2008 2:51 PM To: arslist@ARSLIST.ORG Subject: Returning a unique list of values from a form with multiple records Here's an "interesting" problem. Any of you using ITSM 7 (7.0.02.007) in "multi-tenancy" mode might need to know this, too. BACKGROUND: I keep running into issues where Incidents are not accessible to groups that have worked on them, particularly where the Ownership remains with the default distributed support organization (IT support for the college the faculty/staff work in), but where several separate central support groups need to pass the Incident back and forth between them. Whoever is not currently assigned gets shut out. This is aggravated by the fact that there is a bushel of OOTB workflow present to prevent anyone from TAKING ownership of an Incident; it can only be "given" by the current Owner Group, who may not have anything to do with the incident if it is for a centrally supported system. All of these groups are organized into different companies. I have already had to add filters to shove group IDs into the Assignee Groups field (112) for ALL three groups - customer company, assigned group, and owner group. Now I need to add group ids for previously assigned or even previous owner groups, hopefully without too much redundancy of entries in field 112 (the current solution already results in some redundancy). PROBLEM: The data I need to work with, the history of assignment and ownership, is already being recorded in multiple entries (per Incident) in the Incident Assignment Log form. I want to query that form in filters for Incident Number = Incident ID, and Assigned Group ID != Assigned Group ID, and return all IDs that do not equal the current one. There can be several of course. The same thing for Owner Group ID. Is there a slick way to do this that will return a set of unique values instead of multiple entries of the same value, or am I going to have to set up some horrific parsing routine? I will still need to run another filter that looks up the Group ID (10 digits) from the Assignment and Owner Group IDs (SGP+12 digits) using the CTM:SYS-Access Permission Grps form, for EACH returned value, to get the values that must be added to the Assignee Groups field (112). BTW, it is always possible the Assigned Group and Owner Group are the same, so I am already putting duplicate group IDs in field 112 in that case in some incidents, and it does not seem to be a problem (and it is 255 characters long), but I would rather not pack the field full of duplicate values if I can help it. BTW, the problem extends to the Work Information records as well, since OOTB they only pick up the three values for customer company, assigned group, and owner group based on the current state of the Incident at the time the Work Info is submitted. I think that I am just going to shove the Group ID for Incident user, 20003, into Assignee Groups with the others and be done with it. The HPD:WorkLog form is not public, so access to the records in it is controlled by the parent Incident. 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" Please consider the environment before printing this e-mail. ___ UNSUBSCRIBE or access ARSlist Archives at
Archiving Stopped?
Hi All & TGIF, I noticed the other day that archiving has stopped on one of my forms. The archiving (copy & delete from source)had been performing well months. The archiving runs at 11:00PM. I turned on threads logging and have not found anything there. I had hoped to get something from the arerror.log but there has not been an update since April 15th. Anybody have any ideas or suggestions? ARS 6.3 patch 20 SunOS 5.9 Oracle 9.2 Thanks Mark Mark Brittain Remedy Developer NaviSite ESM Operations 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: Archiving Stopped?
If you have enabled filter logging, you can see AR_ARCHIVOR entry in the filter logs when archiving starts. So, filter logs might help. What is qualification criteria for the archiving? Thanks Chintan. "Brittain, Mark" <[EMAIL PROTECTED]> wrote: Hi All & TGIF, I noticed the other day that archiving has stopped on one of my forms. The archiving (copy & delete from source)had been performing well months. The archiving runs at 11:00PM. I turned on threads logging and have not found anything there. I had hoped to get something from the arerror.log but there has not been an update since April 15th. Anybody have any ideas or suggestions? ARS 6.3 patch 20 SunOS 5.9 Oracle 9.2 Thanks Mark Mark Brittain Remedy Developer NaviSite ESM Operations 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" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Returning a unique list of values from a form with multiple records
That looks like it might be the best bet for the Incident permissions. I'll have to make an enhancement project out of it since it involves more work than a quick fix. For HPD:WorkLog it appears that all I had to do was modify the filter HPD:WLG:UpdateGroupList-AsgGroupINC_550 to set the Assignee Groups field on work info records with LTRIM($Assignee Groups$ + "20003;") instead of just $Assignee Groups$ from HPD:Help Desk. When the incident carrying work info entered by previous groups gets assigned to someone with no access the Incident other than the assigned group id, they can still see the work info based upon the Incident User permission. This was killing us wherever two central support groups, neither of whom had ownership, were passing a ticket back and forth (for example, DataComm to TeleComm and back). Neither one could see the other's work info entries. 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 Lammey, Peter A. Sent: Friday, June 20, 2008 2:51 PM To: arslist@ARSLIST.ORG Subject: Re: Returning a unique list of values from a form with multiple records Chris, Maybe for what you are trying to accomplish, you should setup a separate form to track the unique listing of different groups who have been assigned to work on an incident. Setup workflow that when TR.Assigned Group is not null to push data to this "IncidentAssignmentGroupTracking" form where Assigned Group = Assigned Group on the form. If there is a match, updating existing and if not create a new record in the form and include the Incident number, Group Name, and Group ID. Then setup another filter on the incident form to occur after this push to run a table walk through loop on a hidden table field that displays records in the "IncidentAssignmentGroupTracking" form and for each record return append the Group IDs to Field 112 (clear it at first and then run the Filter Guide Table walk through and set the field to each Group ID returned in the table. I cant think of any better way of doing this though. For Work Info records, I wouldn't sweat it since no user can directly get that data and any reporting you set to get Incident and Work Info data can be secured based on the row locking set on HPD:Help Desk. Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Friday, June 20, 2008 2:51 PM To: arslist@ARSLIST.ORG Subject: Returning a unique list of values from a form with multiple records Here's an "interesting" problem. Any of you using ITSM 7 (7.0.02.007) in "multi-tenancy" mode might need to know this, too. BACKGROUND: I keep running into issues where Incidents are not accessible to groups that have worked on them, particularly where the Ownership remains with the default distributed support organization (IT support for the college the faculty/staff work in), but where several separate central support groups need to pass the Incident back and forth between them. Whoever is not currently assigned gets shut out. This is aggravated by the fact that there is a bushel of OOTB workflow present to prevent anyone from TAKING ownership of an Incident; it can only be "given" by the current Owner Group, who may not have anything to do with the incident if it is for a centrally supported system. All of these groups are organized into different companies. I have already had to add filters to shove group IDs into the Assignee Groups field (112) for ALL three groups - customer company, assigned group, and owner group. Now I need to add group ids for previously assigned or even previous owner groups, hopefully without too much redundancy of entries in field 112 (the current solution already results in some redundancy). PROBLEM: The data I need to work with, the history of assignment and ownership, is already being recorded in multiple entries (per Incident) in the Incident Assignment Log form. I want to query that form in filters for Incident Number = Incident ID, and Assigned Group ID != Assigned Group ID, and return all IDs that do not equal the current one. There can be several of course. The same thing for Owner Group ID. Is there a slick way to do this that will return a set of unique values instead of multiple entries of the same value, or am I going to have to set up some horrific parsing routine? I will still need to run another filter that looks up the Group ID (10 digits) from the Assignment and Owner Group IDs (SGP+12 digits) using the CTM:SYS-Access Permission Grps form, for EACH returned value, to get the values that must be added to the Assignee Groups field (112). BTW, it is always possible the Assigned Group and Owner Group are the same, so I am alre
Re: Returning a unique list of values from a form with multiple records
This got complicated quick - I suspect the incomprehensible behavior of a deployable application may be at play here. I created a form like you said, and have filters populating it with records when HPD:Help Desk updates. I have not been able to create a hidden table field on HPD:Help Desk that points to the custom form, however, possibly because it isn't part of the "application." It keeps displaying the field list from the HPD:Help Desk form itself. On the other hand, I cannot get it to display the correct field list even when I point it at a table that IS in the application. I am probably missing something silly here, this late on a Friday, but there doesn't seem to be any way to add a tablefield to HPD:Help Desk and point it at any other table and refresh the Fields On Form with the correct field list!??? Admin 7.1.00.002 or 003 against 002 server. 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 Lammey, Peter A. Sent: Friday, June 20, 2008 2:51 PM To: arslist@ARSLIST.ORG Subject: Re: Returning a unique list of values from a form with multiple records Chris, Maybe for what you are trying to accomplish, you should setup a separate form to track the unique listing of different groups who have been assigned to work on an incident. Setup workflow that when TR.Assigned Group is not null to push data to this "IncidentAssignmentGroupTracking" form where Assigned Group = Assigned Group on the form. If there is a match, updating existing and if not create a new record in the form and include the Incident number, Group Name, and Group ID. Then setup another filter on the incident form to occur after this push to run a table walk through loop on a hidden table field that displays records in the "IncidentAssignmentGroupTracking" form and for each record return append the Group IDs to Field 112 (clear it at first and then run the Filter Guide Table walk through and set the field to each Group ID returned in the table. I cant think of any better way of doing this though. For Work Info records, I wouldn't sweat it since no user can directly get that data and any reporting you set to get Incident and Work Info data can be secured based on the row locking set on HPD:Help Desk. Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Friday, June 20, 2008 2:51 PM To: arslist@ARSLIST.ORG Subject: Returning a unique list of values from a form with multiple records Here's an "interesting" problem. Any of you using ITSM 7 (7.0.02.007) in "multi-tenancy" mode might need to know this, too. BACKGROUND: I keep running into issues where Incidents are not accessible to groups that have worked on them, particularly where the Ownership remains with the default distributed support organization (IT support for the college the faculty/staff work in), but where several separate central support groups need to pass the Incident back and forth between them. Whoever is not currently assigned gets shut out. This is aggravated by the fact that there is a bushel of OOTB workflow present to prevent anyone from TAKING ownership of an Incident; it can only be "given" by the current Owner Group, who may not have anything to do with the incident if it is for a centrally supported system. All of these groups are organized into different companies. I have already had to add filters to shove group IDs into the Assignee Groups field (112) for ALL three groups - customer company, assigned group, and owner group. Now I need to add group ids for previously assigned or even previous owner groups, hopefully without too much redundancy of entries in field 112 (the current solution already results in some redundancy). PROBLEM: The data I need to work with, the history of assignment and ownership, is already being recorded in multiple entries (per Incident) in the Incident Assignment Log form. I want to query that form in filters for Incident Number = Incident ID, and Assigned Group ID != Assigned Group ID, and return all IDs that do not equal the current one. There can be several of course. The same thing for Owner Group ID. Is there a slick way to do this that will return a set of unique values instead of multiple entries of the same value, or am I going to have to set up some horrific parsing routine? I will still need to run another filter that looks up the Group ID (10 digits) from the Assignment and Owner Group IDs (SGP+12 digits) using the CTM:SYS-Access Permission Grps form, for EACH returned value, to get the values that must be added to the Assignee Groups field (112). BTW, it is always possible the Assigned Group and Owner Group are the same, so I am already putting
Request ID "In Process" .. again, SQL Error
Dear All, I´d appreciate your help with this odd issue regarding incident generation from the Requester Console, thanks in advance for your help as always... When I push the New Request button, the Incident ID will not be created and the Incident will not be pushed to Helpdesk form. The ID gets stuck in status "In Process". It happens only to some users, some users don´t have any problem at all, even though both lucky and failing users use the same categorization, summary, etc., and I haven´t been able to find a pattern. A record is actually created in SRM:Request, but If I check the latest entry in CAI:Event, I will get the following information: SRM_OUT_CREATE_APP_REQUEST Form: HPD:IncidentInterface_Create Return Code:Error Error: ARCreateEntry - Failure during DB operation. The statement has been terminated.String or binary data would be truncated. (SQL Server 8152) I have checked the filter log, and I can detect one error, stopping filter processing, somewhere between filter SHR:SHR:UpdateGroupListAdd_100 and the filter that updates the HPD:Worklog, but there is no detail where the error is exactly ocurring. Please, shed some light, Thanks and best regards, -Mauricio ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
