Robert02 Kern is out of the office.

[Robert . 2 . Kern]

I will be out of the office starting  03.09.2008 and will not return until
08.09.2008.

Service Desk: Janker August
Remedy General: Christoph Sommerlik
Remedy Nafta: Janette Galvan-Diaz
Remedy (SIMS) Categories and Groups Change Management: Janker August,
Janette Galvan-Diaz

Remedy Europe, Asia:  Christoph Sommerlik
Remedy Nafta, Spain: Janette Galvan
Service Desk EU1: August Janker

eMail to all available SIMS staff (global):
[EMAIL PROTECTED]

In important cases, you may reach me at my mobile: 0170 852 2515

Have a nice day,
Robert

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Re: X-Headers

[Mark Milke]

Hi Thad,

> Use the "Organization" field in emails to put whatever you want into the
> header.  Start the field with a carriage return, so the header starts a
> new line, and then add whatever text you want ("Sensitivity:
> Company-Confidential" in your case).

Do you mean the Organization field in the AR System Email Mailbox
Configuration form?
I entered there:
"
Sensitivity: Company-Confidential"

and then I've tried:

"Sensitivity: Company-Confidential"

The result is, that I get an e-mail with "Sensitivity: Company-
Confidential" in the body of the message.
"Sensitivity: Company-Confidential" stil doesn't appear in the header.


Mark

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Display as text question

[ars.developer]

Hello Everybody,

I'm working in ars 7.0.1 in web, and I need to display as a text a
couple of fields, but just when the user doesn't belong to assigne
group. Any idea to perfom it through workflow or css. Other question,
is posible to apply a css style to a field through workflow?

Thanks in advance

Ars Developer

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Re: Automated Reports

[Randy Simon]

Thanks Peter and others,

I tried modifying the macro with $TIMESTAMP$, but when the report was
produced it had report$TIMESTAMP$ as the name.

I will try the other suggestion.

 

Again, thanks to all.

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of P Romain ARSlist
Sent: Tuesday, September 02, 2008 4:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: Automated Reports

 

If you can alter the macros then try adding the timestamp to the
'to-file' parameter, eg   to-file: x:\remedy\filename$TIMESTAMP$.csv

 

If you don't like the timestamp format you could build the path and
filename in a separate field and pass it to the macro as a parameter.

Then the to-file parameter would be, eg  to-file: $Filename$  where the
Filename variable is set to, for example,   x:\remedy\filename
20080902.csv

 

Cheers

 

Peter

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: 02 September 2008 20:29
To: arslist@ARSLIST.ORG
Subject: Re: Automated Reports

 

Another way would be to rename the file after generating.  This way you
would not have to change any of your macros.  You can generate date info
using Set Fields and the MONTH, DAY, and YEAR functions and pass them
into a routine that renames the output file.

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing
Sent: Tuesday, September 02, 2008 2:21 PM
To: arslist@ARSLIST.ORG
Subject: Re: Automated Reports

I have done this type of thing via perl scripting...create your
'template' macro and have it contain a unique value for the report
name...then have perl generate the timestamp that you are looking
for...make a copy of the template macro, edit the copy to have a
different report name, then execute runmacro with the new macro instead
of the template...then you can delete today's macro file.

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Randy Simon
Sent: Tuesday, September 02, 2008 1:11 PM
To: arslist@ARSLIST.ORG
Subject: Automated Reports

I run a report each day via macros and escalations.

The report has a name and it overwrites the previous report every day.

Is there a way to have the name of the report end in something like
TIMESTAMP so it does not overwrite the older report?

 

CSS 5.0

ARS 6.0

SQL 2005

 

Randy Simon

Remedy Admin

Online Resources Corporation 



STATEMENT OF CONFIDENTIALITY:

The information contained in this message or any attachments to this
message are intended only for the person(s) or entity to which it is
addressed and may contain confidential and/or privileged material as
well as being protected from disclosure. 
Any review, retransmission, dissemination or other use of, or taking of
any action in reliance upon, this information by persons or entities
other than the intended recipient is strictly prohibited. If you
received this in error, please contact us immediately and delete the
material from any computer. 

Thank You.

  

 

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html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the
Answers Are" html___



STATEMENT OF CONFIDENTIALITY:

The information contained in this message or any attachments to this message 
are intended only for the person(s) or entity to which it is addressed and may 
contain confidential and/or privileged material as well as being protected from 
disclosure. 
Any review, retransmission, dissemination or other use of, or taking of any 
action in reliance upon, this information by persons or entities other than the 
intended recipient is strictly prohibited. If you received this in error, 
please contact us immediately and delete the material from any computer. 

Thank You.


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Workflow that re-authenticates the user against AD

[ARS Dummie]

Hi list!

We are using ITSM7 with SSO (Active Directory).
For a specific function we would like to create some workflow (Active Link)
that will force the user to re-authenticate with his login name and password
before further actions can be executed.
Any ideas on how to do this?

Regards,
Dan

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Re: SLA Questions - Answers

[Lammey, Peter A.]

Based on what I can see with your attachment, the problem you may encounter is 
that the SLA will never apply and start if the ticket is Resolved or Closed 
outright.  Weve setup or SLAs with the following criteria:

Start When:  'Status' <= "Closed"
Stop When:   'Status' >= "Resolved"
Exclude When:  'Status' = "Pending"

This way the SLA is always applied and started for any tickets that meet the 
Terms and Conditions since all tickets have a status of <= Closed.
Then it will also stop after it reaches or goes beyond Resolved and exclude at 
our Pending status.

You can probably exclude at Pending and Resolved but I believe they will 
probably not start correctly or work properly unless you setup the Start 
conditions to match any tickets and instead select only the tickets that match 
your Terms and Conditions.



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 Sharon-Michal Mamon-Meged
Sent: Wednesday, September 03, 2008 6:25 AM
To: arslist@ARSLIST.ORG
Subject: Fw: SLA Questions - Answers

***
Warning: Your file, SLA.zip/SLA.bmp, exceeds 99 decompression ratio after 
decompression and cannot be scanned by InterScan.
***




Hi Peter,
Thank you .
I have a lot of sla but you can see the attach screen shot and see one of them :
(See attached file: SLA.zip)
Best Regards,

sharon mamon-meged
AR System administrator
phone : 972-3-9165229
moblie : 050-9165229





 "Lammey, Peter
 A."
 <[EMAIL PROTECTED]  To
 SPN.COM>  arslist@ARSLIST.ORG
 Sent by: "Action   cc
 Request System
 discussion list   Subject
 (ARSList)"Re: SLA Questions - Answers
 <[EMAIL PROTECTED]
 ORG>


 02/09/2008 15:27


 Please respond to
 [EMAIL PROTECTED]
RG






Actually it looks like you are on a different version than we are.  We are now 
on SLM 7.03 so I don't think you are encountering the same bugs we have been 
dealing with.
What are your Start and Stop criteria for the SLAs that you created?



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 Sharon-Michal Mamon-Meged
Sent: Tuesday, September 02, 2008 8:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: SLA Questions - Answers

Hi ,
Thank's for your reply .
I'm using SLA 6 .

Best Regards,

sharon mamon-meged
AR System administrator
phone : 972-3-9165229
moblie : 050-9165229





 "Lammey, Peter
 A."
 <[EMAIL PROTECTED]  To
 SPN.COM>  arslist@ARSLIST.ORG
 Sent by: "Action   cc
 Request System
 discussion list   Subject
 (ARSList)"Re: SLA Questions - Answers
 <[EMAIL PROTECTED]
 ORG>


 28/08/2008 15:31


 Please respond to
 [EMAIL PROTECTED]
RG






Sharon,

What version of SLM are you using?
We had a problem for quite some time after we rolled out SLM 7.0.3 which seems 
to be what you are experiencing where the SLA status is set to Attached and the 
Due Dates are blanked out.


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 Lisa Westerfield
Sent: Wednesday, August 27, 2008 6:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLA Questions - Answers

That is correct, but you should still see the Due Date/Time from the Incident 
on the SLM tab.  There is a column on the Service Targets table that says Due 
Date/Time which is set based on your Service Target settings.

Are you not seeing that?

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Sharon-Michal Mamon-Meged
Sent: Tuesday, August 26, 2008 11:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLA Questions - Answers

Hello Lisa .
Thank you for your answer .
If I understand correctly I am not suffused to see "Attached" sla process after 
the record is resolved .
My problem is that when the process is "Attached " you don't get the sla due 
date information .
Thanks in Advanced .

Best Regards,

sharon mamon-meged
AR System administrator
phone : 972-3-9165229
moblie : 050-9165229





 Lisa Westerfield
 <[EMAIL

JOB : UK based BMC Patrol Technical Support Analysts required

[Rachel Kerwick]

Good afternoon List,

 

I hope you are all well.

 

I have a client who is currently seeking Technical Support Analysts at a
variety of levels based in the UK.  Their customers have BMC tools
(Patrol/Performance Manager, SIM, BEM, Portal, TM-ART, Marimba) and they
require support, admin & configuration of these tools.

 

They are willing to consider anyone with experience of monitoring and
automation tools and BMC exposure is a huge bonus!

 

I would be very happy to discuss these roles in more detail off-list and
can be contacted on +44 (0) 1256 885 982 or you can send your CV to
[EMAIL PROTECTED]

 

I look forward to hearing from you and please feel free to pass this
email to anyone you feel might be interested or suitable.

 

Thank you for your time & kind regards,

Rachel

 


--
Rachel Kerwick
Account Manager
Resource Management Solutions Ltd.
DDI:+44 (0) 1256 885 982
Mob:+44 (0) 7875 431 604
Tel:+44 (0) 870 803 4080
Fax:+44 (0) 870 803 4090
mailto:[EMAIL PROTECTED]
http://www.remedynation.com
 
Resource Management Solutions Ltd is a limited company registered in England 
and Wales.
This message is subject to and does not create or vary any contractual 
relationship between Resource Management Solutions LTD. and you. Internet 
communications are not secure and therefore RMS LTD. does not accept any legal 
responsibility for the contents of this message. Any views or opinions 
expressed are those of the author.This message is intended for the addressee(s) 
only and its contents and any attached files are strictly confidential. If you 
have received it in error, please contact the sender on the number 
above.Registered number: 05699342. Registered office: 6 Stocks Barns, Minchens 
Lane, Bramley, Hampshire, RG26 5BH, United Kingdom.
Please consider the environment before printing this email.
 


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<><><>

Re: Automated Reports

[Peter Romain]

Maybe if instead of:
to-file: x:\remedy\filename$TIMESTAMP$.csv

you use

 to-file: x:\remedy\filename$Tm$.csv

and pass the parameter Tm set to $TIMESTAMP$ then this might work?

Cheers

Peter



> Thanks Peter and others,
>
> I tried modifying the macro with $TIMESTAMP$, but when the report was
> produced it had report$TIMESTAMP$ as the name.
>
> I will try the other suggestion.
>
>
>
> Again, thanks to all.
>
>
>
> 
>
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of P Romain ARSlist
> Sent: Tuesday, September 02, 2008 4:29 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Automated Reports
>
>
>
> If you can alter the macros then try adding the timestamp to the
> 'to-file' parameter, eg   to-file: x:\remedy\filename$TIMESTAMP$.csv
>
>
>
> If you don't like the timestamp format you could build the path and
> filename in a separate field and pass it to the macro as a parameter.
>
> Then the to-file parameter would be, eg  to-file: $Filename$  where the
> Filename variable is set to, for example,   x:\remedy\filename
> 20080902.csv
>
>
>
> Cheers
>
>
>
> Peter
>
>
>
> 
>
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
> Sent: 02 September 2008 20:29
> To: arslist@ARSLIST.ORG
> Subject: Re: Automated Reports
>
>
>
> Another way would be to rename the file after generating.  This way you
> would not have to change any of your macros.  You can generate date info
> using Set Fields and the MONTH, DAY, and YEAR functions and pass them
> into a routine that renames the output file.
>
>
>
> 
>
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing
> Sent: Tuesday, September 02, 2008 2:21 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Automated Reports
>
> I have done this type of thing via perl scripting...create your
> 'template' macro and have it contain a unique value for the report
> name...then have perl generate the timestamp that you are looking
> for...make a copy of the template macro, edit the copy to have a
> different report name, then execute runmacro with the new macro instead
> of the template...then you can delete today's macro file.
>
>
>
> 
>
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Randy Simon
> Sent: Tuesday, September 02, 2008 1:11 PM
> To: arslist@ARSLIST.ORG
> Subject: Automated Reports
>
> I run a report each day via macros and escalations.
>
> The report has a name and it overwrites the previous report every day.
>
> Is there a way to have the name of the report end in something like
> TIMESTAMP so it does not overwrite the older report?
>
>
>
> CSS 5.0
>
> ARS 6.0
>
> SQL 2005
>
>
>
> Randy Simon
>
> Remedy Admin
>
> Online Resources Corporation
>
> 
>
> STATEMENT OF CONFIDENTIALITY:
>
> The information contained in this message or any attachments to this
> message are intended only for the person(s) or entity to which it is
> addressed and may contain confidential and/or privileged material as
> well as being protected from disclosure.
> Any review, retransmission, dissemination or other use of, or taking of
> any action in reliance upon, this information by persons or entities
> other than the intended recipient is strictly prohibited. If you
> received this in error, please contact us immediately and delete the
> material from any computer.
>
> Thank You.
>
>
>
>
>
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the
> Answers Are" html___
>
> 
>
> STATEMENT OF CONFIDENTIALITY:
>
> The information contained in this message or any attachments to this
> message are intended only for the person(s) or entity to which it is
> addressed and may contain confidential and/or privileged material as well
> as being protected from disclosure.
> Any review, retransmission, dissemination or other use of, or taking of
> any action in reliance upon, this information by persons or entities other
> than the intended recipient is strictly prohibited. If you received this
> in error, please contact us immediately and delete the material from any
> computer.
>
> Thank You.
>
>
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Re: BMC UserWorld Miami is being rescheduled, ARSlist Awards voting etc. suspended

[Daniel Bloom]

Perhaps I should do the ARSlist Awards in France as well,

Since that one is unlikely to move (mostly just kidding).

 

In any event, we will restart the nomination process soon,

So that the Award winners are selected closer to the Conference.

 

The only time we did this on-line with no physical award ceremony

Was in the year of the Falcon-type-bird product now owned by HP.

I snail-mailed plaques to the winner(s) or delivered them the next year.

 

... Daniel

 

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: August 30, 2008 2:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC UserWorld Miami is being rescheduled

 

** 

I think this only solidifies my previous intent to attend the 2009 RUG in
France.  I know it's not BMC's fault, but that's how the scheduling works
best for me.

Rick

On Sat, Aug 30, 2008 at 10:40 AM, Guillaume Rheault <[EMAIL PROTECTED]>
wrote:

** 

The other thing that BMC needs to consider is this.

Assuming the 2008 conference is not feasible in November and December,
because of Thanks Giving and Christmas holidays, if BMC does two conferences
in 2009, let's say the first one in January, and the second one in fall, how
are you going to call them? 2009a and 2009b?

Which brings the interesting question, how could somebody justify to their
manager going to 2 conferences for the same vendor on the same year? Seems
to me right there you would split the conference attendance in half, as I
don't see many people attending two 2009 BUWs.

-Guillaume

-Original Message-
From: Action Request System discussion list(ARSList) on behalf of Brian
Goralczyk
Sent: Fri 08/29/08 2:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC UserWorld Miami is being rescheduled

I would have to agree with that logic.  Might as well push it back a few
months from January so they can release information abou the next version.

On Fri, Aug 29, 2008 at 11:44 AM, Guillaume Rheault
<[EMAIL PROTECTED]>wrote:

> **
>
> My $0.02 on this mess, is that this year there should be no conference
> anymore, since anyway ARS 7.5 and ITSM 7.5 would be released in 2009 . So
> the closer the conference with the release of the latest versions of ARS
and
> ITSM (and CMDB and the rest), the more content there will be on the new
> versions, and the more beneficial it will be for the customers and
partners.
>
> -Guillaume
>
> -Original Message-
> From: Action Request System discussion list(ARSList) on behalf of
Benedetto
> Cantatore
> Sent: Fri 08/29/08 12:30 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: FYI: BMC UserWorld Miami is being rescheduled
>
> I'm annoyed as everyone else is, but I think its unfair to direct any
> blame towards BMC.  I suspect the hotel screwed them over and now
> they'll need to scramble and come up with an alternate plan.  It does
> suck, I hope they manage to keep it scheduled in the same time frame.
>
> Ben Cantatore
> Remedy Manager
> (914) 457-6209
>
> Emerging Health IT
> 3 Odell Plaza
> Yonkers, New York 10701
>
>
> >>> [EMAIL PROTECTED] 08/29/08 10:37 AM >>>
>
> ** Fragments of information are starting to fall together now.  On the
> Fountainebleau web site, there was mention of portions of the hotel were
> being renovated.  It sounds like renovation delays have run on into
> November.
>
> Dave
>
> From: Action Request System discussion list(ARSList)
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___
>


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Re: QBE = Anywhere on fields filled automatically on search.

[Grooms, Frederick W]

One thing I always tell the developers here is to make sure to set their 
defaults in the Admin tool (I know this is not your case but it is a good thing 
to do).  I change my default to Leading and only use Anywhere when I 
specifically want to. 

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of BROTONS Oscar
Sent: Wednesday, September 03, 2008 1:01 AM
To: arslist@ARSLIST.ORG
Subject: Re: QBE = Anywhere on fields filled automatically on search.

Thank you Tadeo,

That's what I did, I changed QBE property.
It was more a complaint than a question.
I suggest also other users to check that because it came like that by default.

Regards,

Oscar.

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Tadeu Augusto Dutra Pinto
Sent: 02 September 2008 17:59
To: arslist@ARSLIST.ORG
Subject: RES: QBE = Anywhere on fields filled automatically on search.

Hi Oscar,
 
This is the QBE property for that field... I believe that you can change that 
if you want...
 
Fields that always receive a specific value (not variable) is recommended to 
use Equal QBE to improve yours SQL searches in database...
 
If I didn't answer your question yet, please detail what your want ...
 
thanks...
 
 
Att,
 
Tadeu Augusto Dutra Pinto
-
IT Web Services ATM
Cinq Technologies
http://www.cinq.com.br 

[EMAIL PROTECTED] 
Fone: 41 3018-2833 - Cinq
-
Confiabilidade, Inovação e Qualidade em T.I.



De: Action Request System discussion list(ARSList) em nome de BROTONS Oscar
Enviada: ter 2/9/2008 11:59
Para: arslist@ARSLIST.ORG
Assunto: Re: QBE = Anywhere on fields filled automatically on search.



Hi Tadeu,

...but I didn't create that field.

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Tadeu Augusto Dutra Pinto
Sent: 02 September 2008 16:45
To: arslist@ARSLIST.ORG
Subject: RES: QBE = Anywhere on fields filled automatically on search.

Hi,

Anywhere is the default value for any fields that you create on form...

to change the default QBE value for fields go to Admin Tool (Menu File -> 
Preferences... Page Form -> Default QBE Match).


Att,

Tadeu Augusto Dutra Pinto
-
IT Web Services ATM
Cinq Technologies
http://www.cinq.com.br   

[EMAIL PROTECTED] 
Fone: 41 3018-2833 - Cinq
-
Confiabilidade, Inovação e Qualidade em T.I.



De: Action Request System discussion list(ARSList) em nome de BROTONS Oscar
Enviada: ter 2/9/2008 11:42
Para: arslist@ARSLIST.ORG
Assunto: QBE = Anywhere on fields filled automatically on search.

ITSM 5.6

Some one knows why field zSchemaProperName on forms CHG:Chage, HPD:HelpDesk and 
CHG:Task are QBE = Anywhere ? If all records on each form have the same value.

Oscar Brotons.
IT Consultant.

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Re: Workflow that re-authenticates the user against AD

[Joe DeSouza]

Dan,

Use the process APPLICATION-CONFIRM-PASSWORD to achieve this.. This process 
compares the password that has been entered in the masked field, and if it 
validates to true returns 0 and if false returns 1..

Hope this helps..

Cheers

Joe



- Original Message 
From: ARS Dummie <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, September 3, 2008 7:36:22 AM
Subject: Workflow that re-authenticates the user against AD

** 
Hi list!

We are using ITSM7 with SSO (Active Directory).
For a specific function we would like to create some workflow (Active Link) 
that will force the user to re-authenticate with his login name and password 
before further actions can be executed.
Any ideas on how to do this?

Regards,
Dan



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Re: Display as text question

[Joe DeSouza]

Ars Developer,

Interesting name/signature :-)

This seems to be straight forward - OR have I understood you wrong?

What you want to do is use the Change Field action to show or hide a field that 
is displayed as a text field, and set the value you want to that field..

Joe



- Original Message 
From: ars.developer <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, September 3, 2008 6:40:16 AM
Subject: Display as text question

Hello Everybody,

I'm working in ars 7.0.1 in web, and I need to display as a text a
couple of fields, but just when the user doesn't belong to assigne
group. Any idea to perfom it through workflow or css. Other question,
is posible to apply a css style to a field through workflow?

Thanks in advance

Ars Developer



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Form Definition

[Gayford, Matthew C.]

Is anyone out there running Change Management 7.0.02? I'm looking for the def 
file for the form CHG:Associations-CI Join. If you have a copy I would greatly 
appreciate it.

Thanks,
Matt

Matthew C. Gayford
Technology Research & Development
Information Technology Systems Division
University of North Carolina Wilmington
(910) 962-7177


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HTML text area, email templates and the email engine

[Steve McDonald]

Good morning All!

I have set up automated email to my customers that allows them to reply by
replying to the email, adding text to a text field and when sent, the ticket
is updated.  When I try to make the text field a text area the email engine
throws an error.  Message number 4946,  that there was "No field values
supplied"  when there clearly was.

Here is my HTML code for the 2 fields:

Text Field:


Text Area:





Any help is appreciated


Steve McDonald
Sr. Remedy Applications Programmer
Choice Hotels International
602-953-4955

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Re: X-Headers

[Grooms, Frederick W]

Try it in the Messages form directly or in your Filter.  

Another option is to put something in the Organization field like a dash (I 
have heard of some email systems that do not like an empty header).  In that 
case your Organization field would look like:   
"-
Sensitivity: Company-Confidential"

Fred

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Mark Milke
Sent: Wednesday, September 03, 2008 3:59 AM
To: arslist@ARSLIST.ORG
Subject: Re: X-Headers

Hi Thad,

> Use the "Organization" field in emails to put whatever you want into 
> the header.  Start the field with a carriage return, so the header 
> starts a new line, and then add whatever text you want ("Sensitivity:
> Company-Confidential" in your case).

Do you mean the Organization field in the AR System Email Mailbox Configuration 
form?
I entered there:
"
Sensitivity: Company-Confidential"

and then I've tried:

"Sensitivity: Company-Confidential"

The result is, that I get an e-mail with "Sensitivity: Company- Confidential" 
in the body of the message.
"Sensitivity: Company-Confidential" stil doesn't appear in the header.

Mark

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Spellcheck for IE 6 on Mid-Tier 7.1.0

[Bilinski, John]

All,
 
Has anyone implemented Spell check via a button action for IE 6 and
higher Browsers for the Mid-Tier 7.1.0? If so do you have a KB on how to
implement the JavaScript and/or workflow?
 
Thanks.

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Re: Workflow that re-authenticates the user against AD

[ARS Dummie]

Joe,

I think this will not help us. Let me try to make it clearer:
We want to force the user to authenticate again before he is approving
changes.
Means that the user logs into the system with SSO (via Remedy User oder
Mid-Tier) and then later on if he wants to approve a change he has to
authenticate himself again by entering again his login name and password in
a dialog that pops up after he clicked on the 'Approve' button.

Hope this makes it clearer.

Thanks,
Dan

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Re: X-Headers

[Grooms, Frederick W]

Start your email engine in debug mode.  In the Administering BMC Remedy Email 
Engine pdf (starting page 202) it tells you about adding the  -Dmail.debug=true 
option to the startup.

Fred

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Mark Milke
Sent: Wednesday, September 03, 2008 1:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: X-Headers

 Hi Thad,

> Use the "Organization" field in emails to put whatever you want into 
> the header.  Start the field with a carriage return, so the header 
> starts a new line, and then add whatever text you want ("Sensitivity:
> Company-Confidential" in your case).

Fantastic!

Do you know how to track down, why my e-mail engine stops sending e- mails as 
soon as I activate SSL?


Mark

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Errors while consuming external web services.

[Jaffaree, Shamhoon]

Hi,

 

I am trying to consume an external web service created by mercury tool

In the filter I created a set action  and gave the url for the wsdl and
when I click load I am getting the following errors

 

ERROR: WSDLException (at /wsdl:definitions/wsdl:types/xs:schema):
faultCode=OTHER_ERROR: An error occurred trying to resolve schema
referenced at 'DemandService?xsd=xsd0'.: This file was not found:
file:/C:/Program Files/AR System/Admin/DemandService?xsd=xsd0

 

Additional Details:

This file was not found: file:/C:/Program Files/AR
System/Admin/DemandService?xsd=xsd0

com.remedy.arsys.ws.util.ARWSException: WSDLException (at
/wsdl:definitions/wsdl:types/xs:schema): faultCode=OTHER_ERROR: An error
occurred trying to resolve schema referenced at
'DemandService?xsd=xsd0'.: This file was not found: file:/C:/Program
Files/AR System/Admin/DemandService?xsd=xsd0

at
com.remedy.arsys.ws.wsdl.WsdlParser.(WsdlParser.java:92)

at
com.remedy.arsys.ws.util.WsdlAdminInterface.parseWsdl(WsdlAdminInterface
.java:398)

at
com.remedy.arsys.ws.util.WsdlAdminInterface.parseWSDLIntoMappingString(W
sdlAdminInterface.java:198)

 

 

I am able to access the url link for the wsdl file from the browser.

I am not sure why the workflow is trying to look for it locally instead
of the server.

Any help would be appreciated.

 

Thanks

Shamhoon.


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Re: Workflow that re-authenticates the user against AD

[Joe DeSouza]

I do not see why it wouldn't work.. The user is already logged in so there is 
no need to enter the user name, the session already has that..

All you need to do is open that dialog box that prompts for the passwordm use 
that APPLICATION-CONFIRM-PASSWORD and set the value of the result to a field 
that is passed back to the main form.. depending on whether or not the system 
authenticated the user, proceed with the approval process or deny it if he had 
entered a bad password..

Joe



- Original Message 
From: ARS Dummie <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, September 3, 2008 10:07:12 AM
Subject: Re: Workflow that re-authenticates the user against AD

** 
Joe,

I think this will not help us. Let me try to make it clearer:
We want to force the user to authenticate again before he is approving changes. 
Means that the user logs into the system with SSO (via Remedy User oder 
Mid-Tier) and then later on if he wants to approve a change he has to 
authenticate himself again by entering again his login name and password in a 
dialog that pops up after he clicked on the 'Approve' button.

Hope this makes it clearer.

Thanks,
Dan



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Page cannot be displayed on config.jsp and login.jsp

[Jason Tricky]

The form/page gets loaded on direct links with username and password but not if 
you have to pass the login page.  It also gets the page cannot be displayed if 
I go to login.jsp.  I just updated my java but I did the same on our dev but 
everything is working after the update.  I get the page cannot be displayed if 
I go to http://localhost/arsys/shared/config/config.jsp or 
http://localhost/arsys/
 
AR Server 6.3 patch23
SQL 2005
Window 2003
Mid-tier 6.3
IIS6
JRE: 1.6.0_07




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Re: Workflow that re-authenticates the user against AD

[Axton]

Seems like it will work fine for what you want to do.  Create your auth
form, which has $ USER$ as the username and a password field (fid 102) where
they can enter the password, perform the rp in an AL and pass the password
field.  If you are using an area plugin for auth, it should be handed off to
the plugin.

Axton Grams

On Wed, Sep 3, 2008 at 10:07 AM, ARS Dummie <[EMAIL PROTECTED]> wrote:

> ** Joe,
>
> I think this will not help us. Let me try to make it clearer:
> We want to force the user to authenticate again before he is approving
> changes.
> Means that the user logs into the system with SSO (via Remedy User oder
> Mid-Tier) and then later on if he wants to approve a change he has to
> authenticate himself again by entering again his login name and password in
> a dialog that pops up after he clicked on the 'Approve' button.
>
> Hope this makes it clearer.
>
> Thanks,
> Dan
>
>
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___
>

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Re: Workflow that re-authenticates the user against AD

[Rockwood, Julie]

Dan,

If you are on the mid-tier you can log them out and make them re-authenticate 
when they return with PERFORM-ACTION-OPEN-URL current 
http://servername/arsys/servlet/LogoutServlet?goto=/arsys/home

Julie


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Axton
Sent: Wednesday, September 03, 2008 8:31 AM
To: arslist@ARSLIST.ORG
Subject: Re: Workflow that re-authenticates the user against AD

**
Seems like it will work fine for what you want to do.  Create your auth form, 
which has $ USER$ as the username and a password field (fid 102) where they can 
enter the password, perform the rp in an AL and pass the password field.  If 
you are using an area plugin for auth, it should be handed off to the plugin.

Axton Grams
On Wed, Sep 3, 2008 at 10:07 AM, ARS Dummie <[EMAIL PROTECTED]> wrote:
**
Joe,

I think this will not help us. Let me try to make it clearer:
We want to force the user to authenticate again before he is approving changes.
Means that the user logs into the system with SSO (via Remedy User oder 
Mid-Tier) and then later on if he wants to approve a change he has to 
authenticate himself again by entering again his login name and password in a 
dialog that pops up after he clicked on the 'Approve' button.

Hope this makes it clearer.

Thanks,
Dan

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the Answers Are" html___

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Re: X-Headers

[Matt Reinfeldt]

Have you tried modifying your emailDaemon.properties file?

com.bmc.arsys.emaildaemon.AdditionalMailHeaders=X-Loop-Detect

Specifies additional email headers. Separate the additional email
headers with commas.

Thanks,

Matt

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: Wednesday, September 03, 2008 9:09 AM
To: arslist@ARSLIST.ORG
Subject: Re: X-Headers

Start your email engine in debug mode.  In the Administering BMC Remedy
Email Engine pdf (starting page 202) it tells you about adding the
-Dmail.debug=true option to the startup.

Fred

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mark Milke
Sent: Wednesday, September 03, 2008 1:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: X-Headers

 Hi Thad,

> Use the "Organization" field in emails to put whatever you want into 
> the header.  Start the field with a carriage return, so the header 
> starts a new line, and then add whatever text you want ("Sensitivity:
> Company-Confidential" in your case).

Fantastic!

Do you know how to track down, why my e-mail engine stops sending e- mails
as soon as I activate SSL?


Mark


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Re: Workflow that re-authenticates the user against AD

[ARS Dummie]

okay, I thought that this is not hold for the whole session, I thought it is
only hold for a single dialog.
Then I will give it a try like you guys proposed to me and will get back to
you after it.

Thanks a lot!
Dan


On Wed, Sep 3, 2008 at 4:13 PM, Joe DeSouza <[EMAIL PROTECTED]> wrote:

> **
> I do not see why it wouldn't work.. The user is already logged in so there
> is no need to enter the user name, the session already has that..
>
> All you need to do is open that dialog box that prompts for the passwordm
> use that APPLICATION-CONFIRM-PASSWORD and set the value of the result to a
> field that is passed back to the main form.. depending on whether or not the
> system authenticated the user, proceed with the approval process or deny it
> if he had entered a bad password..
>
> Joe
>
>
> - Original Message 
> From: ARS Dummie <[EMAIL PROTECTED]>
> To: arslist@ARSLIST.ORG
> Sent: Wednesday, September 3, 2008 10:07:12 AM
> Subject: Re: Workflow that re-authenticates the user against AD
>
> ** Joe,
>
> I think this will not help us. Let me try to make it clearer:
> We want to force the user to authenticate again before he is approving
> changes.
> Means that the user logs into the system with SSO (via Remedy User oder
> Mid-Tier) and then later on if he wants to approve a change he has to
> authenticate himself again by entering again his login name and password in
> a dialog that pops up after he clicked on the 'Approve' button.
>
> Hope this makes it clearer.
>
> Thanks,
> Dan
>
>  __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___
>

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ARS 6.3 & Oracle 10g

[Nall, Roger]

OS - HP-UX

ARS - 6.3

Oracle - 9i

 

I am wondering if anyone is running ARS 6.3 with an Oracle 10g database.
Can I assume that you would need the 9i client or will the 10g client
work? I am looking at the compatibility matrix which shows that this
configuration is supported. However there is nothing that mentions the
Oracle client version. 

 

We have a project to update ARS to 7.1 but we may not be able to
actually perform the application upgrade until next year. The database
upgrade could happen this year but only if it is a supported
configuration.

 

Thanks in advance for any information,

 

Regards,

 

Roger A. Nall 
Manager, OSSNMS Remedy 
T-Mobile, USA 
Desk:972-464-3712 NEW

Cell: 973-652-6723 
FAX: 
sf49fanv AIM IM 
RogerNall Yahoo IM 

 


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Re: ARS 6.3 & Oracle 10g

[Grooms, Frederick W]

Yes ... We ran it with 10g for over a year with no problems (We just
upgraded to 7.1).  Yes, you must use the 9i client (We also set that it
is a remote database).
 
The compatability matrix does have a (4) after Oracle on the 10g line.
That note is: (4) Requires 32-bit Oracle 9iR2 database client for
connecting to the Oracle database
 
Fred



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger
Sent: Wednesday, September 03, 2008 10:36 AM
To: arslist@ARSLIST.ORG
Subject: ARS 6.3 & Oracle 10g



OS - HP-UX

ARS - 6.3

Oracle - 9i

 

I am wondering if anyone is running ARS 6.3 with an Oracle 10g database.
Can I assume that you would need the 9i client or will the 10g client
work? I am looking at the compatibility matrix which shows that this
configuration is supported. However there is nothing that mentions the
Oracle client version. 

 

We have a project to update ARS to 7.1 but we may not be able to
actually perform the application upgrade until next year. The database
upgrade could happen this year but only if it is a supported
configuration.

 

Thanks in advance for any information,

 

Regards,

 

Roger A. Nall 
Manager, OSSNMS Remedy 
T-Mobile, USA 
Desk:972-464-3712 NEW

Cell: 973-652-6723 
FAX: 
sf49fanv AIM IM 
RogerNall Yahoo IM 

 


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Re: ARS 6.3 & Oracle 10g

[Joe DeSouza]

Thats pretty much how it worked with the older versions of the ARS.. you could 
go a notch higher on the Oracle DB version so long as the client libraries were 
an exact match to what is recommended in the matrix..

If you are on UNIX you must make sure you export your ORACLE_HOME setting it to 
the correct path where the 9i client is installed..

Joe



- Original Message 
From: "Nall, Roger" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, September 3, 2008 11:36:29 AM
Subject: ARS 6.3 & Oracle 10g

** 
OS – HP-UX
ARS – 6.3
Oracle – 9i
 
I am wondering if anyone is running ARS 6.3 with an Oracle 10g database. Can I 
assume that you would need the 9i client or will the 10g client work? I am 
looking at the compatibility matrix which shows that this configuration is 
supported. However there is nothing that mentions the Oracle client version. 
 
We have a project to update ARS to 7.1 but we may not be able to actually 
perform the application upgrade until next year. The database upgrade could 
happen this year but only if it is a supported configuration.
 
Thanks in advance for any information,
 
Regards,
 
Roger A. Nall 
Manager, OSSNMS Remedy 
T-Mobile, USA 
Desk:972-464-3712 NEW
Cell: 973-652-6723 
FAX: 
sf49fanv AIM IM 
RogerNall Yahoo IM




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Re: Workflow that re-authenticates the user against AD

[Chowdhury, Tauf]

Dan, 

So what you're looking to do is re-authenticate when he is approving a
change. Assuming that this user receives the approval request to his
Approval server console, why not do the following:

1. Modify the approval process for that specific approval stage on
AP:Administration and Change the Require Password Drop down entry from
NO to YES.

 

Tauf Chowdhury | Forest Laboratories, Inc.

Sr. Analyst

Office: 631.858.7765

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of ARS Dummie
Sent: Wednesday, September 03, 2008 11:11 AM
To: arslist@ARSLIST.ORG
Subject: Re: Workflow that re-authenticates the user against AD

 

** 

okay, I thought that this is not hold for the whole session, I thought
it is only hold for a single dialog.
Then I will give it a try like you guys proposed to me and will get back
to you after it.

Thanks a lot!
Dan



On Wed, Sep 3, 2008 at 4:13 PM, Joe DeSouza <[EMAIL PROTECTED]>
wrote:

** 

I do not see why it wouldn't work.. The user is already logged in so
there is no need to enter the user name, the session already has that..

 

All you need to do is open that dialog box that prompts for the
passwordm use that APPLICATION-CONFIRM-PASSWORD and set the value of the
result to a field that is passed back to the main form.. depending on
whether or not the system authenticated the user, proceed with the
approval process or deny it if he had entered a bad password..

 

Joe

 

 

- Original Message 
From: ARS Dummie <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG

Sent: Wednesday, September 3, 2008 10:07:12 AM
Subject: Re: Workflow that re-authenticates the user against AD

** 

Joe,

I think this will not help us. Let me try to make it clearer:
We want to force the user to authenticate again before he is approving
changes. 
Means that the user logs into the system with SSO (via Remedy User oder
Mid-Tier) and then later on if he wants to approve a change he has to
authenticate himself again by entering again his login name and password
in a dialog that pops up after he clicked on the 'Approve' button.

Hope this makes it clearer.

Thanks,
Dan

 

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html___

 

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html___ 

**
This e-mail and its attachments may contain Forest Laboratories, Inc. 
proprietary information that is privileged, confidential or subject to 
copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely 
for the use of the individual or entity to which it is addressed. If you are 
not the intended recipient of this e-mail, or the employee or agent responsible 
for delivering this e-mail to the intended recipient, you are hereby notified 
that any dissemination, distribution, copying or action taken in relation to 
the contents of and attachments to this e-mail is strictly prohibited and may 
be unlawful. If you have received this e-mail in error, please notify the 
sender immediately and permanently delete the original and any copy of this 
e-mail and any printout.

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Issue with Change Management and Tasks (ITSM 7)

[Chowdhury, Tauf]

All,

I need some guidance here. The normal change process keeps Tasks in
STAGED until the change is approved and in the Scheduled status. At that
point, I believe this filter:
INT:CHGTMS:CRQ:StatusScheduledActivateTasks

Activates the tasks. One of our business groups is the development team.
They need to be able to do some development tasks before the change is
approved by their manager in the planning in progress stage so that
after it is approved, they can then work on the production tasks. The 2
scenarios to accommodate this that I see is:

1.  Create a filter that allows the tasks to be fired off at
Planning in progress
2.  Have them create a change request that requires no approvals for
development tasks or use Incident management, and then relate it to the
Change that will be used in production.

 

2 is the easy way out but more work for the user

Any guidance is much appreciated. Thanks. 

 

Tauf Chowdhury | Forest Laboratories, Inc.

Sr. Analyst

Informatics

Office: 631.858.7765

Mobile:646.483.2779

P Please consider the environment before printing this email 

 

 

**
This e-mail and its attachments may contain Forest Laboratories, Inc. 
proprietary information that is privileged, confidential or subject to 
copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely 
for the use of the individual or entity to which it is addressed. If you are 
not the intended recipient of this e-mail, or the employee or agent responsible 
for delivering this e-mail to the intended recipient, you are hereby notified 
that any dissemination, distribution, copying or action taken in relation to 
the contents of and attachments to this e-mail is strictly prohibited and may 
be unlawful. If you have received this e-mail in error, please notify the 
sender immediately and permanently delete the original and any copy of this 
e-mail and any printout.

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Re: Spellcheck for IE 6 on Mid-Tier 7.1.0

[Begosh, Kevin]

Here is something that I put together.  it is I think 6 AL and 1 ALG.  I
have it form 5 different fields in the label of the AL so if you do not
want it for that field then do not use that AL.  I have it for Summary
and notes of the main section, summary and notes for the work info tab,
and the resolution.  All of the AL that I have are using out of the box
fields so you should be able to use it for your 7.x system.  The only
thing I added was a button under the Functions on the left hand
navigation bar, z2NF_LeftNavigation.  I added it to all the forms that I
used it for as mentioned above.  If you want it to match the def file
the field I added is 
 
Name: z2NI_SpellChecker
ID: 8
Label: Spell Checker
 
Please let me know if anyone has any questions.
  
 

Kevin Begosh, RSP

External Initiatives

System Design & Integration 

301-791-3540 Phone

410-422-3623 Cell

[EMAIL PROTECTED]  

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John
Sent: Wednesday, September 03, 2008 10:04 AM
To: arslist@ARSLIST.ORG
Subject: Spellcheck for IE 6 on Mid-Tier 7.1.0


** 
All,
 
Has anyone implemented Spell check via a button action for IE 6 and
higher Browsers for the Mid-Tier 7.1.0? If so do you have a KB on how to
implement the JavaScript and/or workflow?
 
Thanks.
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SpellChecker.def
Description: SpellChecker.def

Looking for arlog analysis tool

[Howard Richter]

All,

I was just on the BMC Developer site looking for the arlog analysis tool
(the one that let you look at the sql/api logs) and I can not find any of
the old tools on that site.

Anyone know where they might be found?

Thanks

-- 
Howard Richter
Red Hat Certified Technician
CompTIA Linux+ Certified
ITIL Foundation Certified
E-Mail = [EMAIL PROTECTED]
LinkedIn Profile = http://www.linkedin.com/in/hbr4270

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embedded report puzzler

[Brien Dieterle]

Say you have two forms, parent/child relationship.  So, to display children
on the parent form, you just add a table list view and add a qualification
to link the two tables (probably using InstanceID or RequestID).   That
works great.
But now suppose that your client really needs the format of that list to be
in a "record" style, not columnar format, like this:

name: brien
phone: 111-222-3433
etc...

So now the table list is out, and I need to make a report.  But how exactly
can I impose a qualification to join the tables AND embed the report into
the Parent form?  I seem to be able to do one OR the other, but not both.

If I embed the report in a Data Visualization layer, I see no way to add any
qualification to do the join.  If I try to add qualification to the report
itself (via report creator) you can't do the join since there is no way to
tell it about the two forms and hence it complains about invalid field
references.

The other way seems to be an Active Link; Open Window.  Window Type: Report.
 I can choose the child form, report information, and even do the join
qualification... but how can I get it to open IN the parent form?  I've
tried fussing with Target Location but that doesn't seem to be the intended
purpose.  I tried giving the FV of a view field as the Target
Location, but that didn't work and it is supposedly "web only" anyway,
according to the workflow guide.

My compromise thus far is to simply have a button "Open as Report" to open a
new window with the report.  Does anyone know if it is possible to embed
this in the parent form?

Thanks!

Brien

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adding multiple languages to the

[Timothy Rondeau]

Hi,

 

I need to add more languages to the The EmailDaemon.properties.
Currently set to en_US, but the doc does not go into details about
setting for multiple languages.

 

Need to make sure accent letters are account for when emails are sent
from Remedy.

 

Anyone have ideas on setting this up.

 

Thanks

 

Tim

 

 


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Re: Issue with Change Management and Tasks (ITSM 7)

[Roger Justice]

The Release Management concept that has multiple layers of Changes with 
dependency is OOTB capable. If your users force the need for being able to work 
Tasks earlier in the process I did the following: 
1. Added to field for Change type
2. Modified the workflow that controls the status to not fire on Pre-scheduled 
type changes.


-Original Message-
From: Chowdhury, Tauf <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wed, 3 Sep 2008 12:38 pm
Subject: Issue with Change Management and Tasks (ITSM 7)


** 

All,

I need some guidance here. The normal change process keeps Tasks in STAGED 
until the change is approved and in the Scheduled status. At that point, I 
believe this filter: INT:CHGTMS:CRQ:StatusScheduledActivateTasks

Activates the tasks. One of our business groups is the development team. They 
need to be able to do some development tasks before the change is approved by 
their manager in the planning in progress stage so that after it is approved, 
they can then work on the production tasks. The 2 scenarios to accommodate this 
that I see is:


Create a filter that allows the tasks to be fired off at Planning in progress

Have them create a change request that requires no approvals for development 
tasks or use Incident management, and then relate it to the Change that will be 
used in production.


 

2 is the easy way out but more work for the user….

Any guidance is much appreciated. Thanks. 

 

Tauf Chowdhury | Forest Laboratories, Inc.

Sr. Analyst0A
Informatics

Office: 631.858.7765

Mobile:646.483.2779

P Please consider the environment before printing this email 

 

 

This e-mail and its attachments may contain Forest Laboratories, Inc. 
proprietary information that is privileged, confidential or subject to 
copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely 
for the use of the individual or entity to which it is addressed. If you are 
not the intended recipient of this e-mail, or the employee or agent responsible 
for delivering this e-mail to the intended recipient, you are hereby notified 
that any dissemination, distribution, copying or action taken in relation to 
the contents of and attachments to this e-mail is strictly prohibited and may 
be unlawful. If you have received this e-mail in error, please notify the 
sender immediately and permanently delete the original and any copy of this 
e-mail and any printout.
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Re: Issue with Change Management and Tasks (ITSM 7)

[Lisa Westerfield]

I had something very similar in my last Change Management
implementation, as the client also required tasks such as Proof of
Concept to be performed before the change could be approved.

 

The client implemented a process where a change was created to perform
the POC, or development environment tasks, because they still had to
track those activities even though they were in a development
environment.  Once that POC was completed, a production change event was
created/related to it.  This allowed them all of the change
functionality in both environments with no detachment of the entire
process.  I believe the first change record for the development
environment was typically a "No Impact" type, requiring no approvals.

 

As far as I know this is still working out for them.  Good Luck!

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Chowdhury, Tauf
Sent: Wednesday, September 03, 2008 11:39 AM
To: arslist@ARSLIST.ORG
Subject: Issue with Change Management and Tasks (ITSM 7)

 

** 

All,

I need some guidance here. The normal change process keeps Tasks in
STAGED until the change is approved and in the Scheduled status. At that
point, I believe this filter:
INT:CHGTMS:CRQ:StatusScheduledActivateTasks

Activates the tasks. One of our business groups is the development team.
They need to be able to do some development tasks before the change is
approved by their manager in the planning in progress stage so that
after it is approved, they can then work on the production tasks. The 2
scenarios to accommodate this that I see is:

1.  Create a filter that allows the tasks to be fired off at
Planning in progress
2.  Have them create a change request that requires no approvals for
development tasks or use Incident management, and then relate it to the
Change that will be used in production.

 

2 is the easy way out but more work for the user

Any guidance is much appreciated. Thanks. 

 

Tauf Chowdhury | Forest Laboratories, Inc.

Sr. Analyst

Informatics

Office: 631.858.7765

Mobile:646.483.2779

P Please consider the environment before printing this email 

 

 



This e-mail and its attachments may contain Forest Laboratories, Inc.
proprietary information that is privileged, confidential or subject to
copyright belonging to Forest Laboratories, Inc. This e-mail is intended
solely for the use of the individual or entity to which it is addressed.
If you are not the intended recipient of this e-mail, or the employee or
agent responsible for delivering this e-mail to the intended recipient,
you are hereby notified that any dissemination, distribution, copying or
action taken in relation to the contents of and attachments to this
e-mail is strictly prohibited and may be unlawful. If you have received
this e-mail in error, please notify the sender immediately and
permanently delete the original and any copy of this e-mail and any
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Re: X-Headers

[Carey Matthew Black]

Matt,

Hum That look like a v7.1 feature there...
(com.bmc.arsys.emaildaemon) I am unable to find
it(AdditionalMailHeaders) in my v6.3 docs.

Oh well. I guess we have to upgrade again.

Thanks for the tip Matt. ( I will have to hold on to it for later.)

-- 
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 Wed, Sep 3, 2008 at 10:54 AM, Matt Reinfeldt
<[EMAIL PROTECTED]> wrote:
> Have you tried modifying your emailDaemon.properties file?
>
> com.bmc.arsys.emaildaemon.AdditionalMailHeaders=X-Loop-Detect
>
> Specifies additional email headers. Separate the additional email
> headers with commas.
>
> Thanks,
>
> Matt



> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Mark Milke
> Sent: Wednesday, September 03, 2008 1:02 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: X-Headers
>
>  Hi Thad,
>
>> Use the "Organization" field in emails to put whatever you want into
>> the header.  Start the field with a carriage return, so the header
>> starts a new line, and then add whatever text you want ("Sensitivity:
>> Company-Confidential" in your case).
>
> Fantastic!
>
> Do you know how to track down, why my e-mail engine stops sending e- mails
> as soon as I activate SSL?
>
>
> Mark

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Re: embedded report puzzler

[Benedetto Cantatore]

Brien,
 
I'm not sure if I understand what you're trying to do exactly.  First
off, before you shut down on the idea of displaying the data on the
form, what exactly is the desired output?  Give examples of the data in
the two separate form, and then explain how you want to ideally display
it.  I know there are some very creative individuals on this list that
might be able to help.
 
Regarding reporting, its not clear if you're talking about Remedy's
native reporting function or Crystal's.  Remedy's native reporting
functionality is very limited.  If you want to show a parent/child
relationship, you'll have to either use Excel/Access or Crystal to pull
that off.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> [EMAIL PROTECTED] 09/03/08 12:58 PM >>>

** Say you have two forms, parent/child relationship.  So, to display
children on the parent form, you just add a table list view and add a
qualification to link the two tables (probably using InstanceID or
RequestID).   That works great.

But now suppose that your client really needs the format of that list
to be in a "record" style, not columnar format, like this:


name: brien
phone: 111-222-3433
etc...


So now the table list is out, and I need to make a report.  But how
exactly can I impose a qualification to join the tables AND embed the
report into the Parent form?  I seem to be able to do one OR the other,
but not both.  


If I embed the report in a Data Visualization layer, I see no way to
add any qualification to do the join.  If I try to add qualification to
the report itself (via report creator) you can't do the join since there
is no way to tell it about the two forms and hence it complains about
invalid field references.


The other way seems to be an Active Link; Open Window.  Window Type:
Report.  I can choose the child form, report information, and even do
the join qualification... but how can I get it to open IN the parent
form?  I've tried fussing with Target Location but that doesn't seem to
be the intended purpose.  I tried giving the FV of a view field
as the Target Location, but that didn't work and it is supposedly "web
only" anyway, according to the workflow guide.  


My compromise thus far is to simply have a button "Open as Report" to
open a new window with the report.  Does anyone know if it is possible
to embed this in the parent form?


Thanks!


Brien

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Re: Issue with Change Management and Tasks (ITSM 7)

[Pierson, Shawn]

We have implemented something similar here as well.  We use the Change Type to 
differentiate between various approval processes, as a "Change" can be used for 
development work, but every modification to Production (which is also tracked 
in the Environment field) requires a related "Release".  You can set up your 
approval processes for each Change Type if you'd like, or try to keep just one.

This seems to work ok, although it does cause some confusion when people don't 
know that the two have different processes, and arbitrarily move the "Change 
Type" field to a value that is used for a different process.  The other 
downside is that it may make your SOX reporting more difficult because your 
reports will have to combine the data from the various "Change" type requests 
that go into a single release.  As a result of this, there is a lot of manual 
effort in providing evidence to the auditors because we have to filter out 
related Changes that are not SOX relevant (e.g. moving from dev to test 
environments.)

Shawn Pierson

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Lisa Westerfield
Sent: Wednesday, September 03, 2008 12:26 PM
To: arslist@ARSLIST.ORG
Subject: Re: Issue with Change Management and Tasks (ITSM 7)

**
I had something very similar in my last Change Management implementation, as 
the client also required tasks such as Proof of Concept to be performed before 
the change could be approved.

The client implemented a process where a change was created to perform the POC, 
or development environment tasks, because they still had to track those 
activities even though they were in a development environment.  Once that POC 
was completed, a production change event was created/related to it.  This 
allowed them all of the change functionality in both environments with no 
detachment of the entire process.  I believe the first change record for the 
development environment was typically a "No Impact" type, requiring no 
approvals.

As far as I know this is still working out for them.  Good Luck!

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Chowdhury, Tauf
Sent: Wednesday, September 03, 2008 11:39 AM
To: arslist@ARSLIST.ORG
Subject: Issue with Change Management and Tasks (ITSM 7)

**
All,
I need some guidance here. The normal change process keeps Tasks in STAGED 
until the change is approved and in the Scheduled status. At that point, I 
believe this filter: INT:CHGTMS:CRQ:StatusScheduledActivateTasks
Activates the tasks. One of our business groups is the development team. They 
need to be able to do some development tasks before the change is approved by 
their manager in the planning in progress stage so that after it is approved, 
they can then work on the production tasks. The 2 scenarios to accommodate this 
that I see is:

 1.  Create a filter that allows the tasks to be fired off at Planning in 
progress
 2.  Have them create a change request that requires no approvals for 
development tasks or use Incident management, and then relate it to the Change 
that will be used in production.

2 is the easy way out but more work for the user
Any guidance is much appreciated. Thanks.

Tauf Chowdhury | Forest Laboratories, Inc.
Sr. Analyst
Informatics
Office: 631.858.7765
Mobile:646.483.2779
P Please consider the environment before printing this email



This e-mail and its attachments may contain Forest Laboratories, Inc. 
proprietary information that is privileged, confidential or subject to 
copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely 
for the use of the individual or entity to which it is addressed. If you are 
not the intended recipient of this e-mail, or the employee or agent responsible 
for delivering this e-mail to the intended recipient, you are hereby notified 
that any dissemination, distribution, copying or action taken in relation to 
the contents of and attachments to this e-mail is strictly prohibited and may 
be unlawful. If you have received this e-mail in error, please notify the 
sender immediately and permanently delete the original and any copy of this 
e-mail and any printout.
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Email Disclaimer
This email has been sent from the TuringSMI Group
This message is subject to and does not create or vary any contractual 
relationship between TuringSMI, SMI Technologies, SMI Telco, its subsidiaries 
or affiliates and you. Internet communications are not secure and therefore the 
TuringSMI Group does not accept any legal responsibility for the contents of 
this message. Any views or opinions expressed are those of the author.  This 
message is intended for the addressee(s) only and its contents and

Re: Looking for arlog analysis tool

[Tanner, Doug]

I have it, send me an email off list

Doug

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Howard Richter
Sent: Wednesday, September 03, 2008 12:51 PM
To: arslist@ARSLIST.ORG
Subject: Looking for arlog analysis tool

 

** 

All,

 

I was just on the BMC Developer site looking for the arlog analysis tool
(the one that let you look at the sql/api logs) and I can not find any
of the old tools on that site.

 

Anyone know where they might be found?

 

Thanks

-- 
Howard Richter
Red Hat Certified Technician
CompTIA Linux+ Certified
ITIL Foundation Certified 
E-Mail = [EMAIL PROTECTED]
LinkedIn Profile = http://www.linkedin.com/in/hbr4270

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be protected by the attorney-client privilege and/or work product doctrine.  
Accessing, copying, disseminating or re-using any of the information contained 
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Re: ARS 6.3 & Oracle 10g

[Nall, Roger]

Thanks to Joe and Fred. 

 

Roger A. Nall 
Manager, OSSNMS Remedy 
T-Mobile, USA 
Desk:972-464-3712 NEW

Cell: 973-652-6723 
FAX: 
sf49fanv AIM IM 
RogerNall Yahoo IM 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: Wednesday, September 03, 2008 10:49 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 6.3 & Oracle 10g

 

Thats pretty much how it worked with the older versions of the ARS.. you
could go a notch higher on the Oracle DB version so long as the client
libraries were an exact match to what is recommended in the matrix..

 

If you are on UNIX you must make sure you export your ORACLE_HOME
setting it to the correct path where the 9i client is installed..

 

Joe

 

 

- Original Message 
From: "Nall, Roger" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, September 3, 2008 11:36:29 AM
Subject: ARS 6.3 & Oracle 10g

** 

OS - HP-UX

ARS - 6.3

Oracle - 9i

 

I am wondering if anyone is running ARS 6.3 with an Oracle 10g database.
Can I assume that you would need the 9i client or will the 10g client
work? I am looking at the compatibility matrix which shows that this
configuration is supported. However there is nothing that mentions the
Oracle client version. 

 

We have a project to update ARS to 7.1 but we may not be able to
actually perform the application upgrade until next year. The database
upgrade could happen this year but only if it is a supported
configuration.

 

Thanks in advance for any information,

 

Regards,

 

Roger A. Nall 
Manager, OSSNMS Remedy 
T-Mobile, USA 
Desk:972-464-3712 NEW

Cell: 973-652-6723 
FAX: 
sf49fanv AIM IM 
RogerNall Yahoo   IM

 

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Re: X-Headers

[Matt Reinfeldt]

Matt,

Sorry, I did pull that from the Troubleshooting section of the 7.1 E-mail
Engine document, but the same (almost) is in the 7.0.1 guide (page 237)...
---
com.remedy.arsys.emaildaemon.AdditionalMailHeaders=X-Loop-Detect

This setting lets you specify additional email headers. The
additional email headers are to be separated by comma.
---

Note the change from com.remedy.arsys. to com.bmc.arsys. between versions.
That's the only real difference in most of the config settings.

Good luck!

Matt R.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Wednesday, September 03, 2008 12:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: X-Headers

Matt,

Hum That look like a v7.1 feature there...
(com.bmc.arsys.emaildaemon) I am unable to find
it(AdditionalMailHeaders) in my v6.3 docs.

Oh well. I guess we have to upgrade again.

Thanks for the tip Matt. ( I will have to hold on to it for later.)

-- 
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 Wed, Sep 3, 2008 at 10:54 AM, Matt Reinfeldt
<[EMAIL PROTECTED]> wrote:
> Have you tried modifying your emailDaemon.properties file?
>
> com.bmc.arsys.emaildaemon.AdditionalMailHeaders=X-Loop-Detect
>
> Specifies additional email headers. Separate the additional email
> headers with commas.
>
> Thanks,
>
> Matt



> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Mark Milke
> Sent: Wednesday, September 03, 2008 1:02 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: X-Headers
>
>  Hi Thad,
>
>> Use the "Organization" field in emails to put whatever you want into
>> the header.  Start the field with a carriage return, so the header
>> starts a new line, and then add whatever text you want ("Sensitivity:
>> Company-Confidential" in your case).
>
> Fantastic!
>
> Do you know how to track down, why my e-mail engine stops sending e- mails
> as soon as I activate SSL?
>
>
> Mark


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Re: Issue with Change Management and Tasks (ITSM 7)

[Chowdhury, Tauf]

Thanks all. 

I have already separated changes by Change Type so I think I will go
that route or just setup an approval mapping/process that kicks off if
the Change Environment is "Development."

 

 

Tauf Chowdhury | Forest Laboratories, Inc.

Sr. Analyst

Office: 631.858.7765

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn
Sent: Wednesday, September 03, 2008 1:32 PM
To: arslist@ARSLIST.ORG
Subject: Re: Issue with Change Management and Tasks (ITSM 7)

 

We have implemented something similar here as well.  We use the Change
Type to differentiate between various approval processes, as a "Change"
can be used for development work, but every modification to Production
(which is also tracked in the Environment field) requires a related
"Release".  You can set up your approval processes for each Change Type
if you'd like, or try to keep just one.

 

This seems to work ok, although it does cause some confusion when people
don't know that the two have different processes, and arbitrarily move
the "Change Type" field to a value that is used for a different process.
The other downside is that it may make your SOX reporting more difficult
because your reports will have to combine the data from the various
"Change" type requests that go into a single release.  As a result of
this, there is a lot of manual effort in providing evidence to the
auditors because we have to filter out related Changes that are not SOX
relevant (e.g. moving from dev to test environments.)

 

Shawn Pierson

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Lisa Westerfield
Sent: Wednesday, September 03, 2008 12:26 PM
To: arslist@ARSLIST.ORG
Subject: Re: Issue with Change Management and Tasks (ITSM 7)

 

** 

I had something very similar in my last Change Management
implementation, as the client also required tasks such as Proof of
Concept to be performed before the change could be approved.

 

The client implemented a process where a change was created to perform
the POC, or development environment tasks, because they still had to
track those activities even though they were in a development
environment.  Once that POC was completed, a production change event was
created/related to it.  This allowed them all of the change
functionality in both environments with no detachment of the entire
process.  I believe the first change record for the development
environment was typically a "No Impact" type, requiring no approvals.

 

As far as I know this is still working out for them.  Good Luck!

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Chowdhury, Tauf
Sent: Wednesday, September 03, 2008 11:39 AM
To: arslist@ARSLIST.ORG
Subject: Issue with Change Management and Tasks (ITSM 7)

 

** 

All,

I need some guidance here. The normal change process keeps Tasks in
STAGED until the change is approved and in the Scheduled status. At that
point, I believe this filter:
INT:CHGTMS:CRQ:StatusScheduledActivateTasks

Activates the tasks. One of our business groups is the development team.
They need to be able to do some development tasks before the change is
approved by their manager in the planning in progress stage so that
after it is approved, they can then work on the production tasks. The 2
scenarios to accommodate this that I see is:

1.  Create a filter that allows the tasks to be fired off at
Planning in progress
2.  Have them create a change request that requires no approvals for
development tasks or use Incident management, and then relate it to the
Change that will be used in production.

 

2 is the easy way out but more work for the user

Any guidance is much appreciated. Thanks. 

 

Tauf Chowdhury | Forest Laboratories, Inc.

Sr. Analyst

Informatics

Office: 631.858.7765

Mobile:646.483.2779

P Please consider the environment before printing this email 

 

 



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Re: embedded report puzzler

[Brien Dieterle]

Thanks Ben,  I am using the Native remedy reporting using the server-side
reporting forms (ReportCreator).  I'm not actually trying to show the
parent/child relationship on the report, but just a qualification enforced
on the report to show just the children (maybe that is the same thing).  It
seems like what I need is small feature request on the data visualization
page to allow a qualification to be passed to the report just as you would
during an active link open window event.
Basically it is a form for transferring funds from one account to another.
 You can have multiple transfers within one request.

Request: 001
Submitter: user01

*report starts here (showing child-info)
Account from: xxx
Account to:yyy
Amount: zzz

Account from: aaa
Account to: bbb
Amount:  ccc
*report ends here

Status: Completed
Assigned To: Agent01



That is the desired output format, generally speaking.

Thanks for any help!

Brien



On Wed, Sep 3, 2008 at 10:30 AM, Benedetto Cantatore <
[EMAIL PROTECTED]> wrote:

> ** Brien,
>
> I'm not sure if I understand what you're trying to do exactly.  First off,
> before you shut down on the idea of displaying the data on the form, what
> exactly is the desired output?  Give examples of the data in the two
> separate form, and then explain how you want to ideally display it.  I know
> there are some very creative individuals on this list that might be able to
> help.
>
> Regarding reporting, its not clear if you're talking about Remedy's native
> reporting function or Crystal's.  Remedy's native reporting functionality is
> very limited.  If you want to show a parent/child relationship, you'll have
> to either use Excel/Access or Crystal to pull that off.
>
> Ben Cantatore
> Remedy Manager
> (914) 457-6209
>
> Emerging Health IT
> 3 Odell Plaza
> Yonkers, New York 10701
>
>
> >>> [EMAIL PROTECTED] 09/03/08 12:58 PM >>>
> **
> Say you have two forms, parent/child relationship.  So, to display children
> on the parent form, you just add a table list view and add a qualification
> to link the two tables (probably using InstanceID or RequestID).   That
> works great.
> But now suppose that your client really needs the format of that list to
> be in a "record" style, not columnar format, like this:
>
> name: brien
> phone: 111-222-3433
> etc...
>
> So now the table list is out, and I need to make a report.  But how exactly
> can I impose a qualification to join the tables AND embed the report into
> the Parent form?  I seem to be able to do one OR the other, but not both.
>
> If I embed the report in a Data Visualization layer, I see no way to add
> any qualification to do the join.  If I try to add qualification to the
> report itself (via report creator) you can't do the join since there is no
> way to tell it about the two forms and hence it complains about invalid
> field references.
>
> The other way seems to be an Active Link; Open Window.  Window Type:
> Report.  I can choose the child form, report information, and even do the
> join qualification... but how can I get it to open IN the parent form?  I've
> tried fussing with Target Location but that doesn't seem to be the intended
> purpose.  I tried giving the FV of a view field as the Target
> Location, but that didn't work and it is supposedly "web only" anyway,
> according to the workflow guide.
>
> My compromise thus far is to simply have a button "Open as Report" to open
> a new window with the report.  Does anyone know if it is possible to embed
> this in the parent form?
>
> Thanks!
>
> Brien
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Re: X-Headers

[Matt Reinfeldt]

Matt... sorry, I'm really quite blind today... :) you said 6.3 and I went
and pulled the 7.0.1 guide... my mistake, sir!  You're right, I can find no
mention of that setting in the 6.3 guide.  :(

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Matt Reinfeldt
Sent: Wednesday, September 03, 2008 1:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: X-Headers

Matt,

Sorry, I did pull that from the Troubleshooting section of the 7.1 E-mail
Engine document, but the same (almost) is in the 7.0.1 guide (page 237)...
---
com.remedy.arsys.emaildaemon.AdditionalMailHeaders=X-Loop-Detect

This setting lets you specify additional email headers. The
additional email headers are to be separated by comma.
---

Note the change from com.remedy.arsys. to com.bmc.arsys. between versions.
That's the only real difference in most of the config settings.

Good luck!

Matt R.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Wednesday, September 03, 2008 12:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: X-Headers

Matt,

Hum That look like a v7.1 feature there...
(com.bmc.arsys.emaildaemon) I am unable to find
it(AdditionalMailHeaders) in my v6.3 docs.

Oh well. I guess we have to upgrade again.

Thanks for the tip Matt. ( I will have to hold on to it for later.)

-- 
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 Wed, Sep 3, 2008 at 10:54 AM, Matt Reinfeldt
<[EMAIL PROTECTED]> wrote:
> Have you tried modifying your emailDaemon.properties file?
>
> com.bmc.arsys.emaildaemon.AdditionalMailHeaders=X-Loop-Detect
>
> Specifies additional email headers. Separate the additional email
> headers with commas.
>
> Thanks,
>
> Matt



> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Mark Milke
> Sent: Wednesday, September 03, 2008 1:02 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: X-Headers
>
>  Hi Thad,
>
>> Use the "Organization" field in emails to put whatever you want into
>> the header.  Start the field with a carriage return, so the header
>> starts a new line, and then add whatever text you want ("Sensitivity:
>> Company-Confidential" in your case).
>
> Fantastic!
>
> Do you know how to track down, why my e-mail engine stops sending e- mails
> as soon as I activate SSL?
>
>
> Mark


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Table field - saving preferences

[Drake,Dave]

Hi all,
I've got a display only form with a list field on it.  Users aren't able to 
right click and save preferences on it (like column width, etc), the option to 
Save just isn't on there.  Pretty sure I'm just missing an easy setting or 
something.  Thanks in advance

ARS 7.0.1 p007, SQL2K, Win2K3

Dave Drake - Remedy Administrator

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Re: HTML text area, email templates and the email engine

[Brien Dieterle]

The "wrap" option is not a w3 standard I don't think, so you might try
pulling that out.
Brien

On Wed, Sep 3, 2008 at 7:02 AM, Steve McDonald <[EMAIL PROTECTED]
> wrote:

> ** Good morning All!
>
> I have set up automated email to my customers that allows them to reply by
> replying to the email, adding text to a text field and when sent, the ticket
> is updated.  When I try to make the text field a text area the email engine
> throws an error.  Message number 4946,  that there was "No field values
> supplied"  when there clearly was.
>
> Here is my HTML code for the 2 fields:
>
> Text Field:
> 
>
> Text Area:
> 
>
> 
>
>
> Any help is appreciated
>
>
> Steve McDonald
> Sr. Remedy Applications Programmer
> Choice Hotels International
> 602-953-4955
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Re: Display as text question

[Brien Dieterle]

You might also make a new view specific for the person in the assignee
group, and use an active link to change the view to the proper one depending
on a qualification, like (assignee group LIKE %$USER$%).  This would let you
avoid making extra fields and workflow, but at the expense of managing two
views and fun of handling those w/ workflow..
Brien



On Wed, Sep 3, 2008 at 3:40 AM, ars.developer <[EMAIL PROTECTED]>wrote:

> Hello Everybody,
>
> I'm working in ars 7.0.1 in web, and I need to display as a text a
> couple of fields, but just when the user doesn't belong to assigne
> group. Any idea to perfom it through workflow or css. Other question,
> is posible to apply a css style to a field through workflow?
>
> Thanks in advance
>
> Ars Developer
>
>
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Re: Spellcheck for IE 6 on Mid-Tier 7.1.0

[Bilinski, John]

Thanks Kevin but this only works for the User Client views. I wish I
would have not of implemented this for our current Remedy system because
with Remedy 7.x they plan to go to the Mid-Tier where the OLE
Spellchecker workflow does not work.
 
Thanks Kevin.
 
Did anyone get this too work for the Mid-Tier views? Maybe with
JavaScript or VB tied to workflow? It would be nice to have it work
without having to turn JavaScript on in the Browser because they turn it
off here. 
 
Maybe I am dreaming?
 
Thanks.

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Begosh, Kevin
Sent: Wednesday, September 03, 2008 12:44 PM
To: arslist@ARSLIST.ORG
Subject: Re: Spellcheck for IE 6 on Mid-Tier 7.1.0


** 
Here is something that I put together.  it is I think 6 AL and 1 ALG.  I
have it form 5 different fields in the label of the AL so if you do not
want it for that field then do not use that AL.  I have it for Summary
and notes of the main section, summary and notes for the work info tab,
and the resolution.  All of the AL that I have are using out of the box
fields so you should be able to use it for your 7.x system.  The only
thing I added was a button under the Functions on the left hand
navigation bar, z2NF_LeftNavigation.  I added it to all the forms that I
used it for as mentioned above.  If you want it to match the def file
the field I added is 
 
Name: z2NI_SpellChecker
ID: 8
Label: Spell Checker
 
Please let me know if anyone has any questions.
  
 

Kevin Begosh, RSP

External Initiatives

System Design & Integration 

301-791-3540 Phone

410-422-3623 Cell

[EMAIL PROTECTED]  

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John
Sent: Wednesday, September 03, 2008 10:04 AM
To: arslist@ARSLIST.ORG
Subject: Spellcheck for IE 6 on Mid-Tier 7.1.0


** 
All,
 
Has anyone implemented Spell check via a button action for IE 6 and
higher Browsers for the Mid-Tier 7.1.0? If so do you have a KB on how to
implement the JavaScript and/or workflow?
 
Thanks.
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Re: Spellcheck for IE 6 on Mid-Tier 7.1.0

[Rick Cook]

There's an easy way to get spell checking in the browser - use Firefox.
It's built-in, and supported by Remedy.

Rick

On Wed, Sep 3, 2008 at 12:08 PM, Bilinski, John <[EMAIL PROTECTED]>wrote:

> ** Thanks Kevin but this only works for the User Client views. I wish I
> would have not of implemented this for our current Remedy system because
> with Remedy 7.x they plan to go to the Mid-Tier where the OLE Spellchecker
> workflow does not work.
>
> Thanks Kevin.
>
> Did anyone get this too work for the Mid-Tier views? Maybe with JavaScript
> or VB tied to workflow? It would be nice to have it work without having to
> turn JavaScript on in the Browser because they turn it off here.
>
> Maybe I am dreaming?
>
> Thanks.
>
>
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Begosh, Kevin
> *Sent:* Wednesday, September 03, 2008 12:44 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Spellcheck for IE 6 on Mid-Tier 7.1.0
>
> ** Here is something that I put together.  it is I think 6 AL and 1 ALG.
> I have it form 5 different fields in the label of the AL so if you do not
> want it for that field then do not use that AL.  I have it for Summary and
> notes of the main section, summary and notes for the work info tab, and the
> resolution.  All of the AL that I have are using out of the box fields so
> you should be able to use it for your 7.x system.  The only thing I added
> was a button under the Functions on the left hand navigation bar,
> z2NF_LeftNavigation.  I added it to all the forms that I used it for as
> mentioned above.  If you want it to match the def file the field I added is
>
> Name: z2NI_SpellChecker
> ID: 8
> Label: Spell Checker
>
> Please let me know if anyone has any questions.
>
>
>
> Kevin Begosh, RSP
>
> External Initiatives
>
> System Design & Integration
>
> 301-791-3540 Phone
>
> 410-422-3623 Cell
>
> [EMAIL PROTECTED]
>
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Bilinski, John
> *Sent:* Wednesday, September 03, 2008 10:04 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Spellcheck for IE 6 on Mid-Tier 7.1.0
>
> ** All,
>
> Has anyone implemented Spell check via a button action for IE 6 and higher
> Browsers for the Mid-Tier 7.1.0? If so do you have a KB on how to implement
> the JavaScript and/or workflow?
>
> Thanks.
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers
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Re: Spellcheck for IE 6 on Mid-Tier 7.1.0

[Bilinski, John]

Not an option because nothing is ever easy in the Government! We only
use IE6 and they may be upgrading to IE7 but I do not think that has a
built in spell checker either. But thanks anyway.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Wednesday, September 03, 2008 3:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: Spellcheck for IE 6 on Mid-Tier 7.1.0


** 
There's an easy way to get spell checking in the browser - use Firefox.
It's built-in, and supported by Remedy.

Rick


On Wed, Sep 3, 2008 at 12:08 PM, Bilinski, John
<[EMAIL PROTECTED]> wrote:


** 
Thanks Kevin but this only works for the User Client views. I
wish I would have not of implemented this for our current Remedy system
because with Remedy 7.x they plan to go to the Mid-Tier where the OLE
Spellchecker workflow does not work.
 
Thanks Kevin.
 
Did anyone get this too work for the Mid-Tier views? Maybe with
JavaScript or VB tied to workflow? It would be nice to have it work
without having to turn JavaScript on in the Browser because they turn it
off here. 
 
Maybe I am dreaming?
 
Thanks.

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Begosh, Kevin
Sent: Wednesday, September 03, 2008 12:44 PM
To: arslist@ARSLIST.ORG
Subject: Re: Spellcheck for IE 6 on Mid-Tier 7.1.0


** 
Here is something that I put together.  it is I think 6 AL and 1
ALG.  I have it form 5 different fields in the label of the AL so if you
do not want it for that field then do not use that AL.  I have it for
Summary and notes of the main section, summary and notes for the work
info tab, and the resolution.  All of the AL that I have are using out
of the box fields so you should be able to use it for your 7.x system.
The only thing I added was a button under the Functions on the left hand
navigation bar, z2NF_LeftNavigation.  I added it to all the forms that I
used it for as mentioned above.  If you want it to match the def file
the field I added is 
 
Name: z2NI_SpellChecker
ID: 8
Label: Spell Checker
 
Please let me know if anyone has any questions.
  
 

Kevin Begosh, RSP

External Initiatives

System Design & Integration 

301-791-3540 Phone

410-422-3623 Cell

[EMAIL PROTECTED]  

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John
Sent: Wednesday, September 03, 2008 10:04 AM
To: arslist@ARSLIST.ORG
Subject: Spellcheck for IE 6 on Mid-Tier 7.1.0


** 
All,
 
Has anyone implemented Spell check via a button action for IE 6
and higher Browsers for the Mid-Tier 7.1.0? If so do you have a KB on
how to implement the JavaScript and/or workflow?
 
Thanks.
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Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist:
"Where the Answers Are" html___ 
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Answers Are" html___ 


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Priorities in "Incident Management" .

[kiran kodali]

Hi All,

Did anybody here, play with the "Priorities" in Incident Management?
Out of Box, has 4 priorities defined based on Urgency and Impact values.
I am trying to add a new priority, say '5'. Since the Priority field used in
several forms has a "Drop down list" ( not a menu),
do i need to find the priority field, where ever it is used and have to
update each field by adding Priority '5'.

Did any body worked on the same issue? or please let me know if you have any
suggestions. Thanks
-- 
Kiran Kodali
Ph: 940-231-8524

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Re: Open an Excel file from Remedy

[Mayfield, Andy L.]

Sorry, I've been away on vacation. 

You will need to add a second action to your Active Link to do the save
(this will be a DDE EXECUTE and not a POKE). It would look something
like this:

DDE- Action=EXECUTE
Service=EXCEL
Topic=system
 
Path-D:\Program Files\Microsoft Office\OFFICE11\excel.exe F:\PPCR.xls
Command= [SAVE()]


Give that a try and see how it works. It should save the file with the
filename you specify on the "Path" line.  You can also have the file
saved with a different name, but the syntax is a little different in
that case.

Let me know if you have any questions.


Andy L. Mayfield 
Sr. System Operation Specialist 
Alabama Power Company 
Office: 205-226-1805 
Cell: 205-288-9140 
SoLinc: 10*19140 


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of lann
Sent: Tuesday, August 12, 2008 7:08 AM
To: arslist@ARSLIST.ORG
Subject: Re: Open an Excel file from Remedy

Thanks Mayfield it worked.
But how can I save the excel file,Currently Iam able to open the Excel
file
of my choice and paste some data into a specified cell.
BR,
Lann

Mayfield, Andy L. wrote:
> 
> Trying setting up your active link as shown below:
> 
> DDE- Action=POKE
> Service=EXCEL
> Topic=sheet1 (or whatever your excel sheet is named)
> Item-R20C1   (this is cell A20)
> Path-D:\Program Files\Microsoft Office\OFFICE11\excel.exe F:\PPCR.xls
> Command= $FIELDNAME$
> 
> Andy L. Mayfield 
> Sr. System Operation Specialist 
> Alabama Power Company 
> Office: 205-226-1805 
> Cell: 205-288-9140 
> SoLinc: 10*19140 
> 
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of lann
> Sent: Wednesday, August 06, 2008 6:22 AM
> To: arslist@ARSLIST.ORG
> Subject: Open an Excel file from Remedy
> 
> Hello all,
>   Iam trying to open a particular Microsoft Excel file in my F
> drive
> (F:\PPCR.xls),I want to copy some data from Remedy to particular cell
of
> the
> Excel sheet say,A20.
> 
> Iam using an Active link 
> DDE- Action=POKE
> Service=EXCEL
> Topic=F:\PPCR.xls
> Item-A20
> Path-D:\Program Files\Microsoft Office\OFFICE11\excel.exe
> Command=[OPEN(F:\PPCR.xls)]
> 
> The problem is it opens a new Excel sheet,not my file of choice.
> How can I remedy this?
> 
> Thanks,
> Lann

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AR Server 7.0.1 -- very sensitive to network hiccups

[Shyam Attavar]

Dear Listers,

Have any of you noticed that AR Server 7.0.1 Patch 2 is very sensitive to 
network hiccups. 

Here's our current setup for the AR System:

Oracle 10g R2 running on a remote RHEL cluster
AR Server 7.0.1 Patch 2 running on Windows 2003 Server
ITSM 6.x 

For a while the behavior seemed very stable in this setup. However, off late, 
we are noticing that any minor hiccups in the network traffic between AR Server 
and the Oracle DB is causing AR Server process to crash and hence has to be 
restarted manually. This has happened at least three times in the last four 
weeks. I know that AR Server has been fairly resilient to the DB not being 
available for a few minutes and would reconnect once DB was available. However, 
that is not what we have noticed over the last few weeks. I already have a 
ticket open with Support and am waiting to reproduce this issue, so that I can 
send the logs.

Just wondering if any one else has seen something similar. If so, what measures 
were taken to address this instability. Not sure if this is inherent to the AR 
System itself or this has something to do with the Oracle version we are 
running. 

Any feedback would be very valuable and much appreciated.

Regards,
--
Shyam

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Re: Priorities in "Incident Management" .

[Joe DeSouza]

Kiran,

Yes you would since there may be workflow that pushes values from it to another 
form.. you will need to find all bits of workflow that pushes values from this 
field to other forms and modify the corresponding field in those other forms 
accordingly..

Joe



- Original Message 
From: kiran kodali <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, September 3, 2008 3:39:44 PM
Subject: Priorities in "Incident Management" .

** 

Hi All,

Did anybody here, play with the "Priorities" in Incident Management?
Out of Box, has 4 priorities defined based on Urgency and Impact values.
I am trying to add a new priority, say '5'. Since the Priority field used in 
several forms has a "Drop down list" ( not a menu),
do i need to find the priority field, where ever it is used and have to update 
each field by adding Priority '5'.

Did any body worked on the same issue? or please let me know if you have any 
suggestions. Thanks
-- 
Kiran Kodali
Ph: 940-231-8524



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Ports to be used for email engine

[Chintan Shah]

Hi all,

We changed the default port of 1099 to 1118 in EmailDaemon.properties file and 
since then email engine is not working.

Does it require a server restart to load new properties?

Are there other ports that can be used?

Running same versions of Remedy and email engine(6.03 patch 22).

Regards,
Chintan.




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Re: embedded report puzzler

[Benedetto Cantatore]

Brien,
 
I may not have a good handle on what you're asking, but I think the
solution is as simple as creating a join form.  Then do your report off
of that form.  The basic reporting has no ability to create joins, but
that can be done when you create the join form.  Alternately, I'd advise
trying another product like Excel, Access, Crystal, or other reporting
tool to get the desired report.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> [EMAIL PROTECTED] 09/03/08 2:04 PM >>>

** Thanks Ben,  I am using the Native remedy reporting using the
server-side reporting forms (ReportCreator).  I'm not actually trying to
show the parent/child relationship on the report, but just a
qualification enforced on the report to show just the children (maybe
that is the same thing).  It seems like what I need is small feature
request on the data visualization page to allow a qualification to be
passed to the report just as you would during an active link open window
event.

Basically it is a form for transferring funds from one account to
another.  You can have multiple transfers within one request.


Request: 001
Submitter: user01


*report starts here (showing child-info)
Account from: xxx

Account to:yyy
Amount: zzz

Account from: aaa
Account to: bbb
Amount:  ccc
*report ends here


Status: Completed
Assigned To: Agent01






That is the desired output format, generally speaking. 


Thanks for any help!


Brien






On Wed, Sep 3, 2008 at 10:30 AM, Benedetto Cantatore
<[EMAIL PROTECTED]> wrote:
** Brien,
 
I'm not sure if I understand what you're trying to do exactly.  First
off, before you shut down on the idea of displaying the data on the
form, what exactly is the desired output?  Give examples of the data in
the two separate form, and then explain how you want to ideally display
it.  I know there are some very creative individuals on this list that
might be able to help.
 
Regarding reporting, its not clear if you're talking about Remedy's
native reporting function or Crystal's.  Remedy's native reporting
functionality is very limited.  If you want to show a parent/child
relationship, you'll have to either use Excel/Access or Crystal to pull
that off.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> [EMAIL PROTECTED] 09/03/08 12:58 PM >>>

** 
Say you have two forms, parent/child relationship.  So, to display
children on the parent form, you just add a table list view and add a
qualification to link the two tables (probably using InstanceID or
RequestID).   That works great. 

But now suppose that your client really needs the format of that list
to be in a "record" style, not columnar format, like this:


name: brien
phone: 111-222-3433
etc...


So now the table list is out, and I need to make a report.  But how
exactly can I impose a qualification to join the tables AND embed the
report into the Parent form?  I seem to be able to do one OR the other,
but not both.  


If I embed the report in a Data Visualization layer, I see no way to
add any qualification to do the join.  If I try to add qualification to
the report itself (via report creator) you can't do the join since there
is no way to tell it about the two forms and hence it complains about
invalid field references.


The other way seems to be an Active Link; Open Window.  Window Type:
Report.  I can choose the child form, report information, and even do
the join qualification... but how can I get it to open IN the parent
form?  I've tried fussing with Target Location but that doesn't seem to
be the intended purpose.  I tried giving the FV of a view field
as the Target Location, but that didn't work and it is supposedly "web
only" anyway, according to the workflow guide.  


My compromise thus far is to simply have a button "Open as Report" to
open a new window with the report.  Does anyone know if it is possible
to embed this in the parent form?


Thanks!


Brien



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Install issue with Email Engine 7.1 patch 4

[Begosh, Kevin]

List,
I am upgrading from email 7.1 patch 2 to 7.1 patch 4.  We have already
installed this on one server with no issues.  I am trying to install
this on another server and when the install starts to kick off it asks
for your user name and password.  When I put that in to verify the
install says that the AR Server is not currently running please start
the server to install, but oh the server is started.  Has anyone every
received this with any BMC install.  I am installing on a Solaris box,
and I can log into the user tool with the same credentials I am putting
into the install and it works fine.
 

Kevin Begosh, RSP

301-791-3540 Phone

410-422-3623 Cell

[EMAIL PROTECTED]  

 

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Re: AR Server 7.0.1 -- very sensitive to network hiccups

[Lisa Westerfield]

We had similar issues last week because the DBA was adding additional
instances to the database.

We resolved it by telling them to stop doing that while people were on
the system.

 

Let me know if you happen to find out anything useful from support,
please.  Thanks!

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shyam Attavar
Sent: Wednesday, September 03, 2008 2:45 PM
To: arslist@ARSLIST.ORG
Subject: AR Server 7.0.1 -- very sensitive to network hiccups

 

** 

Dear Listers,

 

Have any of you noticed that AR Server 7.0.1 Patch 2 is very sensitive
to network hiccups. 

 

Here's our current setup for the AR System:

 

Oracle 10g R2 running on a remote RHEL cluster

AR Server 7.0.1 Patch 2 running on Windows 2003 Server

ITSM 6.x 

 

For a while the behavior seemed very stable in this setup. However, off
late, we are noticing that any minor hiccups in the network traffic
between AR Server and the Oracle DB is causing AR Server process to
crash and hence has to be restarted manually. This has happened at least
three times in the last four weeks. I know that AR Server has been
fairly resilient to the DB not being available for a few minutes and
would reconnect once DB was available. However, that is not what we have
noticed over the last few weeks. I already have a ticket open with
Support and am waiting to reproduce this issue, so that I can send the
logs.

 

Just wondering if any one else has seen something similar. If so, what
measures were taken to address this instability. Not sure if this is
inherent to the AR System itself or this has something to do with the
Oracle version we are running. 

 

Any feedback would be very valuable and much appreciated.

 

Regards,

--

Shyam

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Re: Priorities in "Incident Management" .

[kiran kodali]

Thanks Joe,

I am working on it, in the same way, updating manually everywhere.
Why didn't he use a menu there? A menu would have made it easier, to update
or add.

Thanks

On Wed, Sep 3, 2008 at 3:53 PM, Joe DeSouza <[EMAIL PROTECTED]> wrote:

> **
> Kiran,
>
> Yes you would since there may be workflow that pushes values from it to
> another form.. you will need to find all bits of workflow that pushes values
> from this field to other forms and modify the corresponding field in those
> other forms accordingly..
>
> Joe
>
>
> - Original Message 
> From: kiran kodali <[EMAIL PROTECTED]>
> To: arslist@ARSLIST.ORG
> Sent: Wednesday, September 3, 2008 3:39:44 PM
> Subject: Priorities in "Incident Management" .
>
> **
> Hi All,
>
> Did anybody here, play with the "Priorities" in Incident Management?
> Out of Box, has 4 priorities defined based on Urgency and Impact values.
> I am trying to add a new priority, say '5'. Since the Priority field used
> in several forms has a "Drop down list" ( not a menu),
> do i need to find the priority field, where ever it is used and have to
> update each field by adding Priority '5'.
>
> Did any body worked on the same issue? or please let me know if you have
> any suggestions. Thanks
> --
> Kiran Kodali
> Ph: 940-231-8524
>
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___




-- 
Kiran Kodali
Ph: 940-231-8524

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Re: AR Server 7.0.1 -- very sensitive to network hiccups

[Jason Miller]

I have seen similar behavior with ARS 7.0.1(p003 I think) on Windows 2003
with a remote SQL 2005 database.  The servers were connected to the same 1gb
Foundry switch but for whatever reason they would look connections with
eachother every once in a while.  Since they were Windows I could see that
the network connection had been disconnected on both servers and
reconnected.  Usually Remedy would restart itself and recover but there were
a few times where it gave up and I had to manually start it.

Jason

On Wed, Sep 3, 2008 at 12:45 PM, Shyam Attavar <[EMAIL PROTECTED]>wrote:

> ** Dear Listers,
>
> Have any of you noticed that AR Server 7.0.1 Patch 2 is very sensitive to
> network hiccups.
>
> Here's our current setup for the AR System:
>
>  Oracle 10g R2 running on a remote RHEL cluster
> AR Server 7.0.1 Patch 2 running on Windows 2003 Server
> ITSM 6.x
>
> For a while the behavior seemed very stable in this setup. However, off
> late, we are noticing that any minor hiccups in the network traffic between
> AR Server and the Oracle DB is causing AR Server process to crash and hence
> has to be restarted manually. This has happened at least three times in the
> last four weeks. I know that AR Server has been fairly resilient to the DB
> not being available for a few minutes and would reconnect once DB was
> available. However, that is not what we have noticed over the last few
> weeks. I already have a ticket open with Support and am waiting to reproduce
> this issue, so that I can send the logs.
>
> Just wondering if any one else has seen something similar. If so, what
> measures were taken to address this instability. Not sure if this is
> inherent to the AR System itself or this has something to do with the Oracle
> version we are running.
>
> Any feedback would be very valuable and much appreciated.
>
> Regards,
> --
> Shyam
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> html___

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Re: embedded report puzzler

[Brien Dieterle]

I don't know if a Join form would work, since this is a one-to-many
relationship (one parent with many children).  I tried to express that with
the two records in my report-sample below (it could be any number).  Since
this is web based I definitely don't want to use Excel or Access.  I'm not
sure if Crystal would help either unless I can pass the join qualification
to the Crystal report, which would seem to be the same missing feature that
I am lacking with the regular Remedy Report.
It looks like we'll survive with the "Open as Report" button on the parent
form, that launches an Open Window activelink to open the report with a
specific qualification to perform the join operation.  Again, not embedded,
but better than nothing :-)

Thanks again,

Brien

On Wed, Sep 3, 2008 at 12:56 PM, Benedetto Cantatore <
[EMAIL PROTECTED]> wrote:

> ** Brien,
>
> I may not have a good handle on what you're asking, but I think the
> solution is as simple as creating a join form.  Then do your report off of
> that form.  The basic reporting has no ability to create joins, but that can
> be done when you create the join form.  Alternately, I'd advise trying
> another product like Excel, Access, Crystal, or other reporting tool to get
> the desired report.
>
> Ben Cantatore
> Remedy Manager
> (914) 457-6209
>
> Emerging Health IT
> 3 Odell Plaza
> Yonkers, New York 10701
>
>
> >>> [EMAIL PROTECTED] 09/03/08 2:04 PM >>>
> **
> Thanks Ben,  I am using the Native remedy reporting using the server-side
> reporting forms (ReportCreator).  I'm not actually trying to show the
> parent/child relationship on the report, but just a qualification enforced
> on the report to show just the children (maybe that is the same thing).  It
> seems like what I need is small feature request on the data visualization
> page to allow a qualification to be passed to the report just as you would
> during an active link open window event.
> Basically it is a form for transferring funds from one account to another.
>  You can have multiple transfers within one request.
>
> Request: 001
> Submitter: user01
>
> *report starts here (showing child-info)
> Account from: xxx
> Account to:yyy
> Amount: zzz
> 
> Account from: aaa
> Account to: bbb
> Amount:  ccc
> *report ends here
>
> Status: Completed
> Assigned To: Agent01
>
>
>
> That is the desired output format, generally speaking.
>
> Thanks for any help!
>
> Brien
>
>
>
>  On Wed, Sep 3, 2008 at 10:30 AM, Benedetto Cantatore <
> [EMAIL PROTECTED]> wrote:
>
>> ** Brien,
>>
>> I'm not sure if I understand what you're trying to do exactly.  First off,
>> before you shut down on the idea of displaying the data on the form, what
>> exactly is the desired output?  Give examples of the data in the two
>> separate form, and then explain how you want to ideally display it.  I know
>> there are some very creative individuals on this list that might be able to
>> help.
>>
>> Regarding reporting, its not clear if you're talking about Remedy's native
>> reporting function or Crystal's.  Remedy's native reporting functionality is
>> very limited.  If you want to show a parent/child relationship, you'll have
>> to either use Excel/Access or Crystal to pull that off.
>>
>> Ben Cantatore
>> Remedy Manager
>> (914) 457-6209
>>
>> Emerging Health IT
>> 3 Odell Plaza
>> Yonkers, New York 10701
>>
>>
>> >>> [EMAIL PROTECTED] 09/03/08 12:58 PM >>>
>> **
>>  Say you have two forms, parent/child relationship.  So, to display
>> children on the parent form, you just add a table list view and add a
>> qualification to link the two tables (probably using InstanceID or
>> RequestID).   That works great.
>> But now suppose that your client really needs the format of that list to
>> be in a "record" style, not columnar format, like this:
>>
>> name: brien
>> phone: 111-222-3433
>> etc...
>>
>> So now the table list is out, and I need to make a report.  But how
>> exactly can I impose a qualification to join the tables AND embed the report
>> into the Parent form?  I seem to be able to do one OR the other, but not
>> both.
>>
>> If I embed the report in a Data Visualization layer, I see no way to add
>> any qualification to do the join.  If I try to add qualification to the
>> report itself (via report creator) you can't do the join since there is no
>> way to tell it about the two forms and hence it complains about invalid
>> field references.
>>
>> The other way seems to be an Active Link; Open Window.  Window Type:
>> Report.  I can choose the child form, report information, and even do the
>> join qualification... but how can I get it to open IN the parent form?  I've
>> tried fussing with Target Location but that doesn't seem to be the intended
>> purpose.  I tried giving the FV of a view field as the Target
>> Location, but that didn't work and it is supposedly "web only" anyway,
>> according to the workflow guide.
>>
>> My compromise thus far is to simply have a button

Re: HTML text area, email templates and the email engine

[Steve McDonald]

Nope, that wasn't it...

On Wed, Sep 3, 2008 at 11:24 AM, Brien Dieterle <
[EMAIL PROTECTED]> wrote:

> ** The "wrap" option is not a w3 standard I don't think, so you might try
> pulling that out.
> Brien
>
> On Wed, Sep 3, 2008 at 7:02 AM, Steve McDonald <
> [EMAIL PROTECTED]> wrote:
>
>> **
>> Good morning All!
>>
>> I have set up automated email to my customers that allows them to reply by
>> replying to the email, adding text to a text field and when sent, the ticket
>> is updated.  When I try to make the text field a text area the email engine
>> throws an error.  Message number 4946,  that there was "No field values
>> supplied"  when there clearly was.
>>
>> Here is my HTML code for the 2 fields:
>>
>> Text Field:
>> 
>>
>> Text Area:
>> 
>>
>> 
>>
>>
>> Any help is appreciated
>>
>>
>> Steve McDonald
>> Sr. Remedy Applications Programmer
>> Choice Hotels International
>> 602-953-4955
>> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
>> html___
>
>
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Re: embedded report puzzler

[Pargeter, Christie :CO IS]

I maybe missing something but what about Crystal & sub reports?
 
The sub report would look at the 2nd form as if you were going to put a table 
on the screen.

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Brien Dieterle
Sent: Wednesday, September 03, 2008 1:10 PM
To: arslist@ARSLIST.ORG
Subject: Re: embedded report puzzler


** 
I don't know if a Join form would work, since this is a one-to-many 
relationship (one parent with many children).  I tried to express that with the 
two records in my report-sample below (it could be any number).  Since this is 
web based I definitely don't want to use Excel or Access.  I'm not sure if 
Crystal would help either unless I can pass the join qualification to the 
Crystal report, which would seem to be the same missing feature that I am 
lacking with the regular Remedy Report. 

It looks like we'll survive with the "Open as Report" button on the parent 
form, that launches an Open Window activelink to open the report with a 
specific qualification to perform the join operation.  Again, not embedded, but 
better than nothing :-)

Thanks again,

Brien

On Wed, Sep 3, 2008 at 12:56 PM, Benedetto Cantatore < [EMAIL PROTECTED]> wrote:


** 
Brien,
 
I may not have a good handle on what you're asking, but I think the solution is 
as simple as creating a join form.  Then do your report off of that form.  The 
basic reporting has no ability to create joins, but that can be done when you 
create the join form.  Alternately, I'd advise trying another product like 
Excel, Access, Crystal, or other reporting tool to get the desired report.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701



>>> [EMAIL PROTECTED] 09/03/08 2:04 PM >>>

** 
Thanks Ben,  I am using the Native remedy reporting using the server-side 
reporting forms (ReportCreator).  I'm not actually trying to show the 
parent/child relationship on the report, but just a qualification enforced on 
the report to show just the children (maybe that is the same thing).  It seems 
like what I need is small feature request on the data visualization page to 
allow a qualification to be passed to the report just as you would during an 
active link open window event. 

Basically it is a form for transferring funds from one account to another.  You 
can have multiple transfers within one request.

Request: 001
Submitter: user01

*report starts here (showing child-info)
Account from: xxx

Account to:yyy
Amount: zzz

Account from: aaa
Account to: bbb
Amount:  ccc
*report ends here

Status: Completed
Assigned To: Agent01



That is the desired output format, generally speaking. 

Thanks for any help!

Brien



On Wed, Sep 3, 2008 at 10:30 AM, Benedetto Cantatore < [EMAIL PROTECTED]> wrote:


** 
Brien,
 
I'm not sure if I understand what you're trying to do exactly.  First off, 
before you shut down on the idea of displaying the data on the form, what 
exactly is the desired output?  Give examples of the data in the two separate 
form, and then explain how you want to ideally display it.  I know there are 
some very creative individuals on this list that might be able to help.
 
Regarding reporting, its not clear if you're talking about Remedy's native 
reporting function or Crystal's.  Remedy's native reporting functionality is 
very limited.  If you want to show a parent/child relationship, you'll have to 
either use Excel/Access or Crystal to pull that off.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> [EMAIL PROTECTED] 09/03/08 12:58 PM >>>

** 
Say you have two forms, parent/child relationship.  So, to display children on 
the parent form, you just add a table list view and add a qualification to link 
the two tables (probably using InstanceID or RequestID).   That works great. 

But now suppose that your client really needs the format of that list to be in 
a "record" style, not columnar format, like this:

name: brien
phone: 111-222-3433
etc...

So now the table list is out, and I need to make a report.  But how exactly can 
I impose a qualification to join the tables AND embed the report into the 
Parent form?  I seem to be able to do one OR the other, but not both.  

If I embed the report in a Data Visualization layer, I see no way to add any 
qualification to do the join.  If I try to add qualification to the report 
itself (via report creator) you can't do the join since there is no way to tell 
it about the two forms and hence it complains about invalid field references.

The other way seems to be an Active Link; Open Window.  Window Type: Report.  I 
can choose the child form, report information, and even do the join 
qualification... but how can I get it to open IN the parent form?  I've tried 
fussing with Target Location but that doesn't seem to be the intended purpose.

Re: embedded report puzzler

[Benedetto Cantatore]

Brien, 
 
I know for a fact Crystal can absolutely show parent/child
relationships. I use Crystal to show Changes with associated Tasks.  Per
the last reply, use a subreport.  
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> [EMAIL PROTECTED] 09/03/08 4:22 PM >>>

** I maybe missing something but what about Crystal & sub reports?
 
The sub report would look at the 2nd form as if you were going to put a
table on the screen.
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Brien Dieterle
Sent: Wednesday, September 03, 2008 1:10 PM
To: arslist@ARSLIST.ORG
Subject: Re: embedded report puzzler


** I don't know if a Join form would work, since this is a one-to-many
relationship (one parent with many children).  I tried to express that
with the two records in my report-sample below (it could be any number).
 Since this is web based I definitely don't want to use Excel or Access.
 I'm not sure if Crystal would help either unless I can pass the join
qualification to the Crystal report, which would seem to be the same
missing feature that I am lacking with the regular Remedy Report. 

It looks like we'll survive with the "Open as Report" button on the
parent form, that launches an Open Window activelink to open the report
with a specific qualification to perform the join operation.  Again, not
embedded, but better than nothing :-)


Thanks again,


Brien

On Wed, Sep 3, 2008 at 12:56 PM, Benedetto Cantatore
<[EMAIL PROTECTED]> wrote:
** Brien,
 
I may not have a good handle on what you're asking, but I think the
solution is as simple as creating a join form.  Then do your report off
of that form.  The basic reporting has no ability to create joins, but
that can be done when you create the join form.  Alternately, I'd advise
trying another product like Excel, Access, Crystal, or other reporting
tool to get the desired report.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 

Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701



>>> [EMAIL PROTECTED] 09/03/08 2:04 PM >>>

** 
Thanks Ben,  I am using the Native remedy reporting using the
server-side reporting forms (ReportCreator).  I'm not actually trying to
show the parent/child relationship on the report, but just a
qualification enforced on the report to show just the children (maybe
that is the same thing).  It seems like what I need is small feature
request on the data visualization page to allow a qualification to be
passed to the report just as you would during an active link open window
event. 

Basically it is a form for transferring funds from one account to
another.  You can have multiple transfers within one request.


Request: 001
Submitter: user01


*report starts here (showing child-info)
Account from: xxx

Account to:yyy
Amount: zzz

Account from: aaa
Account to: bbb
Amount:  ccc
*report ends here


Status: Completed
Assigned To: Agent01






That is the desired output format, generally speaking. 


Thanks for any help!


Brien






On Wed, Sep 3, 2008 at 10:30 AM, Benedetto Cantatore
<[EMAIL PROTECTED]> wrote:
** Brien,
 
I'm not sure if I understand what you're trying to do exactly.  First
off, before you shut down on the idea of displaying the data on the
form, what exactly is the desired output?  Give examples of the data in
the two separate form, and then explain how you want to ideally display
it.  I know there are some very creative individuals on this list that
might be able to help.
 
Regarding reporting, its not clear if you're talking about Remedy's
native reporting function or Crystal's.  Remedy's native reporting
functionality is very limited.  If you want to show a parent/child
relationship, you'll have to either use Excel/Access or Crystal to pull
that off.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> [EMAIL PROTECTED] 09/03/08 12:58 PM >>>

** 
Say you have two forms, parent/child relationship.  So, to display
children on the parent form, you just add a table list view and add a
qualification to link the two tables (probably using InstanceID or
RequestID).   That works great. 

But now suppose that your client really needs the format of that list
to be in a "record" style, not columnar format, like this:


name: brien
phone: 111-222-3433
etc...


So now the table list is out, and I need to make a report.  But how
exactly can I impose a qualification to join the tables AND embed the
report into the Parent form?  I seem to be able to do one OR the other,
but not both.  


If I embed the report in a Data Visualization layer, I see no way to
add any qualification to do the join.  If I try to add qualification to
the report itself (via report creator) you can't do the join since there
is no way to tell it about the two forms and hence it complains about
invalid field references.


The o

Re: embedded report puzzler

[Brien Dieterle]

Well, here's the other part.  This is the view for the Account Agent that is
going to be performing tasks based on the data in the ticket (and its
children).  So, having all of this in the remedy ticket is really important
so they can actually affect the parent task (add notes, some extra data, and
close the ticket) all from one view without switching windows and whatnot.
 So unless I am totally mistaken a stand-alone Crystal report wouldn't quite
work any different than the external popup that I have now.
The table- List view is perfect for this, again-- it's just not in the right
display format.  Darn Columnar! :-)

Thanks for the ideas!

Brien

On Wed, Sep 3, 2008 at 1:22 PM, Pargeter, Christie :CO IS
<[EMAIL PROTECTED]>wrote:

> ** I maybe missing something but what about Crystal & sub reports?
>
> The sub report would look at the 2nd form as if you were going to put a
> table on the screen.
>
> -Original Message-
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] Behalf Of *Brien Dieterle
> *Sent:* Wednesday, September 03, 2008 1:10 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: embedded report puzzler
>
> ** I don't know if a Join form would work, since this is a one-to-many
> relationship (one parent with many children).  I tried to express that with
> the two records in my report-sample below (it could be any number).  Since
> this is web based I definitely don't want to use Excel or Access.  I'm not
> sure if Crystal would help either unless I can pass the join qualification
> to the Crystal report, which would seem to be the same missing feature that
> I am lacking with the regular Remedy Report.
> It looks like we'll survive with the "Open as Report" button on the parent
> form, that launches an Open Window activelink to open the report with a
> specific qualification to perform the join operation.  Again, not embedded,
> but better than nothing :-)
>
> Thanks again,
>
> Brien
>
> On Wed, Sep 3, 2008 at 12:56 PM, Benedetto Cantatore <
> [EMAIL PROTECTED]> wrote:
>
>> ** Brien,
>>
>> I may not have a good handle on what you're asking, but I think the
>> solution is as simple as creating a join form.  Then do your report off of
>> that form.  The basic reporting has no ability to create joins, but that can
>> be done when you create the join form.  Alternately, I'd advise trying
>> another product like Excel, Access, Crystal, or other reporting tool to get
>> the desired report.
>>
>> Ben Cantatore
>> Remedy Manager
>> (914) 457-6209
>>
>>  Emerging Health IT
>> 3 Odell Plaza
>> Yonkers, New York 10701
>>
>>
>> >>> [EMAIL PROTECTED] 09/03/08 2:04 PM >>>
>> **
>>  Thanks Ben,  I am using the Native remedy reporting using the
>> server-side reporting forms (ReportCreator).  I'm not actually trying to
>> show the parent/child relationship on the report, but just a
>> qualification enforced on the report to show just the children (maybe that
>> is the same thing).  It seems like what I need is small feature request on
>> the data visualization page to allow a qualification to be passed to the
>> report just as you would during an active link open window event.
>> Basically it is a form for transferring funds from one account to another.
>>  You can have multiple transfers within one request.
>>
>> Request: 001
>> Submitter: user01
>>
>> *report starts here (showing child-info)
>> Account from: xxx
>> Account to:yyy
>> Amount: zzz
>> 
>> Account from: aaa
>> Account to: bbb
>> Amount:  ccc
>> *report ends here
>>
>> Status: Completed
>> Assigned To: Agent01
>>
>>
>>
>> That is the desired output format, generally speaking.
>>
>> Thanks for any help!
>>
>> Brien
>>
>>
>>
>>  On Wed, Sep 3, 2008 at 10:30 AM, Benedetto Cantatore <
>> [EMAIL PROTECTED]> wrote:
>>
>>> ** Brien,
>>>
>>> I'm not sure if I understand what you're trying to do exactly.  First
>>> off, before you shut down on the idea of displaying the data on the form,
>>> what exactly is the desired output?  Give examples of the data in the two
>>> separate form, and then explain how you want to ideally display it.  I know
>>> there are some very creative individuals on this list that might be able to
>>> help.
>>>
>>> Regarding reporting, its not clear if you're talking about Remedy's
>>> native reporting function or Crystal's.  Remedy's native reporting
>>> functionality is very limited.  If you want to show a parent/child
>>> relationship, you'll have to either use Excel/Access or Crystal to pull that
>>> off.
>>>
>>> Ben Cantatore
>>> Remedy Manager
>>> (914) 457-6209
>>>
>>> Emerging Health IT
>>> 3 Odell Plaza
>>> Yonkers, New York 10701
>>>
>>>
>>> >>> [EMAIL PROTECTED] 09/03/08 12:58 PM >>>
>>> **
>>>  Say you have two forms, parent/child relationship.  So, to display
>>> children on the parent form, you just add a table list view and add a
>>> qualification to link the two tables (probably using InstanceID or
>>> RequestID).   That works

Re: Priorities in "Incident Management" .

[Joe DeSouza]

I'm assuming you mean a Character Menu instead of a enumerated drop list..

Reasons you would want to use a enumerated drop list instead of a character 
menu is when you want to have workflow associated with different selectable 
values.. What you will need to do is make sure there is no workflow that fires 
on when Priority > 1 or > 2 or > 3 or > 4 if you do not want it to fire for 
your 5th value.. If there is any such workflow you might need to 'fix' that to 
make it work as you want it to.

Character menus are great if you want the menus to be dynamic at some point..

Joe



- Original Message 
From: kiran kodali <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, September 3, 2008 4:11:33 PM
Subject: Re: Priorities in "Incident Management" .

** 
Thanks Joe,

I am working on it, in the same way, updating manually everywhere.
Why didn't he use a menu there? A menu would have made it easier, to update or 
add.

Thanks


On Wed, Sep 3, 2008 at 3:53 PM, Joe DeSouza <[EMAIL PROTECTED]> wrote:

** 
Kiran,

Yes you would since there may be workflow that pushes values from it to another 
form.. you will need to find all bits of workflow that pushes values from this 
field to other forms and modify the corresponding field in those other forms 
accordingly..

Joe




- Original Message 
From: kiran kodali <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, September 3, 2008 3:39:44 PM
Subject: Priorities in "Incident Management" .

** 

Hi All,

Did anybody here, play with the "Priorities" in Incident Management?
Out of Box, has 4 priorities defined based on Urgency and Impact values.
I am trying to add a new priority, say '5'. Since the Priority field used in 
several forms has a "Drop down list" ( not a menu),
do i need to find the priority field, where ever it is used and have to update 
each field by adding Priority '5'.

Did any body worked on the same issue? or please let me know if you have any 
suggestions. Thanks
-- 
Kiran Kodali
Ph: 940-231-8524
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___


-- 
Kiran Kodali
Ph: 940-231-8524
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___



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Re: embedded report puzzler

[Brien Dieterle]

I understand this (I've actually use this before), but my point is that when
I have the Parent Request open in Remedy, I see all the information for the
Parent Request (who submitted it, etc).  I don't need this information
displayed yet again in a Crystal report-- I just want the Child Ticket(s)
information displayed somewhere.  Whether that is in a Remedy Report or a
Crystal Report doesn't matter so much as where that report is ultimately
displayed.  I just want it embedded in the Parent Request and not a new
window :-)
Basically, exactly, in every sense, like a Table- List View, but with a
different format  :-)

Thanks!!

Brien

On Wed, Sep 3, 2008 at 1:31 PM, Benedetto Cantatore <
[EMAIL PROTECTED]> wrote:

> ** Brien,
>
> I know for a fact Crystal can absolutely show parent/child relationships. I
> use Crystal to show Changes with associated Tasks.  Per the last reply, use
> a subreport.
>
> Ben Cantatore
> Remedy Manager
> (914) 457-6209
>
> Emerging Health IT
> 3 Odell Plaza
> Yonkers, New York 10701
>
>
> >>> [EMAIL PROTECTED] 09/03/08 4:22 PM >>>
> ** I maybe missing something but what about Crystal & sub reports?
>
> The sub report would look at the 2nd form as if you were going to put a
> table on the screen.
>
> -Original Message-
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] Behalf Of *Brien Dieterle
> *Sent:* Wednesday, September 03, 2008 1:10 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: embedded report puzzler
>
> ** I don't know if a Join form would work, since this is a one-to-many
> relationship (one parent with many children).  I tried to express that with
> the two records in my report-sample below (it could be any number).  Since
> this is web based I definitely don't want to use Excel or Access.  I'm not
> sure if Crystal would help either unless I can pass the join qualification
> to the Crystal report, which would seem to be the same missing feature that
> I am lacking with the regular Remedy Report.
> It looks like we'll survive with the "Open as Report" button on the parent
> form, that launches an Open Window activelink to open the report with a
> specific qualification to perform the join operation.  Again, not embedded,
> but better than nothing :-)
>
> Thanks again,
>
> Brien
>
> On Wed, Sep 3, 2008 at 12:56 PM, Benedetto Cantatore <
> [EMAIL PROTECTED]> wrote:
>
>> ** Brien,
>>
>> I may not have a good handle on what you're asking, but I think the
>> solution is as simple as creating a join form.  Then do your report off of
>> that form.  The basic reporting has no ability to create joins, but that can
>> be done when you create the join form.  Alternately, I'd advise trying
>> another product like Excel, Access, Crystal, or other reporting tool to get
>> the desired report.
>>
>> Ben Cantatore
>> Remedy Manager
>> (914) 457-6209
>>
>>  Emerging Health IT
>> 3 Odell Plaza
>> Yonkers, New York 10701
>>
>>
>> >>> [EMAIL PROTECTED] 09/03/08 2:04 PM >>>
>> **
>>  Thanks Ben,  I am using the Native remedy reporting using the
>> server-side reporting forms (ReportCreator).  I'm not actually trying to
>> show the parent/child relationship on the report, but just a
>> qualification enforced on the report to show just the children (maybe that
>> is the same thing).  It seems like what I need is small feature request on
>> the data visualization page to allow a qualification to be passed to the
>> report just as you would during an active link open window event.
>> Basically it is a form for transferring funds from one account to another.
>>  You can have multiple transfers within one request.
>>
>> Request: 001
>> Submitter: user01
>>
>> *report starts here (showing child-info)
>> Account from: xxx
>> Account to:yyy
>> Amount: zzz
>> 
>> Account from: aaa
>> Account to: bbb
>> Amount:  ccc
>> *report ends here
>>
>> Status: Completed
>> Assigned To: Agent01
>>
>>
>>
>> That is the desired output format, generally speaking.
>>
>> Thanks for any help!
>>
>> Brien
>>
>>
>>
>>  On Wed, Sep 3, 2008 at 10:30 AM, Benedetto Cantatore <
>> [EMAIL PROTECTED]> wrote:
>>
>>> ** Brien,
>>>
>>> I'm not sure if I understand what you're trying to do exactly.  First
>>> off, before you shut down on the idea of displaying the data on the form,
>>> what exactly is the desired output?  Give examples of the data in the two
>>> separate form, and then explain how you want to ideally display it.  I know
>>> there are some very creative individuals on this list that might be able to
>>> help.
>>>
>>> Regarding reporting, its not clear if you're talking about Remedy's
>>> native reporting function or Crystal's.  Remedy's native reporting
>>> functionality is very limited.  If you want to show a parent/child
>>> relationship, you'll have to either use Excel/Access or Crystal to pull that
>>> off.
>>>
>>> Ben Cantatore
>>> Remedy Manager
>>> (914) 457-6209
>>>
>>> Emerging Health IT
>>> 3 Odell Plaza
>>> Y

Re: Priorities in "Incident Management" .

[LJ Longwing]

Actually,
Character menus have the same < > capability as enumerated listsit's
Search menus that give you the flexibility of dynamic, but you loose the <>
capability

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: Wednesday, September 03, 2008 2:45 PM
To: arslist@ARSLIST.ORG
Subject: Re: Priorities in "Incident Management" .


** 
I'm assuming you mean a Character Menu instead of a enumerated drop list..
 
Reasons you would want to use a enumerated drop list instead of a character
menu is when you want to have workflow associated with different selectable
values.. What you will need to do is make sure there is no workflow that
fires on when Priority > 1 or > 2 or > 3 or > 4 if you do not want it to
fire for your 5th value.. If there is any such workflow you might need to
'fix' that to make it work as you want it to.
 
Character menus are great if you want the menus to be dynamic at some
point..
 
Joe


- Original Message 
From: kiran kodali <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, September 3, 2008 4:11:33 PM
Subject: Re: Priorities in "Incident Management" .

** 
Thanks Joe,
 
I am working on it, in the same way, updating manually everywhere.
Why didn't he use a menu there? A menu would have made it easier, to update
or add.
 
Thanks


On Wed, Sep 3, 2008 at 3:53 PM, Joe DeSouza <[EMAIL PROTECTED]> wrote:


** 
Kiran,
 
Yes you would since there may be workflow that pushes values from it to
another form.. you will need to find all bits of workflow that pushes values
from this field to other forms and modify the corresponding field in those
other forms accordingly..
 
Joe


- Original Message 
From: kiran kodali <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, September 3, 2008 3:39:44 PM
Subject: Priorities in "Incident Management" .

** 

Hi All,
 
Did anybody here, play with the "Priorities" in Incident Management?
Out of Box, has 4 priorities defined based on Urgency and Impact values.
I am trying to add a new priority, say '5'. Since the Priority field used in
several forms has a "Drop down list" ( not a menu),
do i need to find the priority field, where ever it is used and have to
update each field by adding Priority '5'.
 
Did any body worked on the same issue? or please let me know if you have any
suggestions. Thanks
-- 
Kiran Kodali
Ph: 940-231-8524

__Platinum Sponsor: www.rmsportal.com   ARSlist:
"Where the Answers Are" html___




-- 
Kiran Kodali
Ph: 940-231-8524

__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
html___

__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
html___

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Java Plug-in Unreliable

[YahooJeff YahooJeff]

The Java Plug-in interface is a neat feature that appears to be
unreliable.  I wrote a Java ARDBC plug-in (7.1.00 P4) that mostly
works. The plug-ins reads query on a vendor form, gets data from an
external system and returns a result.  However it occasionally gives
errors in the log. Sometimes these errors results in RPC-timeouts that
won’t go away without restarting Remedy’s Java Plug-in process.
Unfortunately I haven’t found a good way to catch these “errors” so I
can try to work around them when they come up.


One error is
org.acplt.oncrpc.OncRpcAuthenticationException: ONC/RPC
authentification error

I've checked that my Java plug-in name, ar.conf and
pluginsvr_config.xml files all list the name of the plug-in the same
way.  This error usually doesn't lock the system.


A second is
ERROR [TCP server transport connection thread]
com.bmc.arsys.pluginsvr.c.a (?:?) - Data decryption error encountered
com.bmc.arsys.arencrypt.AREncryptionException:
javax.crypto.BadPaddingException: Given final block not properly
padded
..
ERROR [TCP server transport connection thread]
com.bmc.arsys.pluginsvr.a.a (?:?) - Decrypting of the input arguments
failed
ERROR (8785): Data decryption error encountered
..

This error usually hangs the plug-in service.

Both errors occur in the same place.
After Initialize() which successfully creates the Plugin and before
getListEntrywithFields().
com.bmc.arsys.pluginsvr.a.d (?:?) - dispatchCall
com.bmc.arsys.pluginsvr.a.d (?:?) - RPC call is encrypted
com.bmc.arsys.pluginsvr.a.d (?:?) - Procedure No. 7  ( Or Procedure
No. 9 )
Next comes one of the errors.

I did try to update Remedy’s older version of Remote Tea’s oncrpc.jar,
thinking the error may lie there.  However to do this right, I need
Remedy’s source code.

Any suggestions?

Thanks,

Jeff





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Re: embedded report puzzler

[LJ Longwing]

What about a crystal report, with a crystal web server, and a view field
that you use to display the report inwould that do what you want?

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Brien Dieterle
Sent: Wednesday, September 03, 2008 2:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: embedded report puzzler


** 
I understand this (I've actually use this before), but my point is that when
I have the Parent Request open in Remedy, I see all the information for the
Parent Request (who submitted it, etc).  I don't need this information
displayed yet again in a Crystal report-- I just want the Child Ticket(s)
information displayed somewhere.  Whether that is in a Remedy Report or a
Crystal Report doesn't matter so much as where that report is ultimately
displayed.  I just want it embedded in the Parent Request and not a new
window :-) 

Basically, exactly, in every sense, like a Table- List View, but with a
different format  :-)

Thanks!!

Brien


On Wed, Sep 3, 2008 at 1:31 PM, Benedetto Cantatore
<[EMAIL PROTECTED]> wrote:


** 
Brien, 
 
I know for a fact Crystal can absolutely show parent/child relationships. I
use Crystal to show Changes with associated Tasks.  Per the last reply, use
a subreport.  
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701



>>> [EMAIL PROTECTED] 09/03/08 4:22 PM >>>

** 
I maybe missing something but what about Crystal & sub reports?
 
The sub report would look at the 2nd form as if you were going to put a
table on the screen.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Brien Dieterle
Sent: Wednesday, September 03, 2008 1:10 PM
To: arslist@ARSLIST.ORG
Subject: Re: embedded report puzzler


** 
I don't know if a Join form would work, since this is a one-to-many
relationship (one parent with many children).  I tried to express that with
the two records in my report-sample below (it could be any number).  Since
this is web based I definitely don't want to use Excel or Access.  I'm not
sure if Crystal would help either unless I can pass the join qualification
to the Crystal report, which would seem to be the same missing feature that
I am lacking with the regular Remedy Report. 

It looks like we'll survive with the "Open as Report" button on the parent
form, that launches an Open Window activelink to open the report with a
specific qualification to perform the join operation.  Again, not embedded,
but better than nothing :-)

Thanks again,

Brien

On Wed, Sep 3, 2008 at 12:56 PM, Benedetto Cantatore
<[EMAIL PROTECTED]> wrote:


** 
Brien,
 
I may not have a good handle on what you're asking, but I think the solution
is as simple as creating a join form.  Then do your report off of that form.
The basic reporting has no ability to create joins, but that can be done
when you create the join form.  Alternately, I'd advise trying another
product like Excel, Access, Crystal, or other reporting tool to get the
desired report.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701



>>> [EMAIL PROTECTED] 09/03/08 2:04 PM >>>

** 
Thanks Ben,  I am using the Native remedy reporting using the server-side
reporting forms (ReportCreator).  I'm not actually trying to show the
parent/child relationship on the report, but just a qualification enforced
on the report to show just the children (maybe that is the same thing).  It
seems like what I need is small feature request on the data visualization
page to allow a qualification to be passed to the report just as you would
during an active link open window event. 

Basically it is a form for transferring funds from one account to another.
You can have multiple transfers within one request.

Request: 001
Submitter: user01

*report starts here (showing child-info)
Account from: xxx

Account to:yyy
Amount: zzz

Account from: aaa
Account to: bbb
Amount:  ccc
*report ends here

Status: Completed
Assigned To: Agent01



That is the desired output format, generally speaking. 

Thanks for any help!

Brien



On Wed, Sep 3, 2008 at 10:30 AM, Benedetto Cantatore
<[EMAIL PROTECTED]> wrote:


** 
Brien,
 
I'm not sure if I understand what you're trying to do exactly.  First off,
before you shut down on the idea of displaying the data on the form, what
exactly is the desired output?  Give examples of the data in the two
separate form, and then explain how you want to ideally display it.  I know
there are some very creative individuals on this list that might be able to
help.
 
Regarding reporting, its not clear if you're talking about Remedy's native
reporting function or Crystal's.  Remedy's native reporting functionality is
very limited.  If you want to show a parent/child relationship, you'll have
to either use Excel/Access or Crystal to pull that off.
 
Ben Cantatore

.NET API CreateField example using VBS (UNCLASSIFIED)

[Michaud, Christopher W Mr CTR USA MEDCOM]

Classification:  UNCLASSIFIED 
Caveats: NONE

All,

Does anyone have a VBS example of the syntax required to use the
CreateField method, and if possible setting the properties of the new
field, using the .NET API? I need to loop through many forms and add the
same field and it seems this might be the most efficient way.

Thank you,

Christopher Michaud
Remedy System Administrator/Developer
US Army Medical Information Technology Center (USAMITC)
Core Technology Division - Systems Engineering Branch
Office:  210.295.3589
DSN:  421-3589
 

Classification:  UNCLASSIFIED 
Caveats: NONE

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Re: Java Plug-in Unreliable

[Axton]

Report it to BMC so they can update their api's and plugin server.

Axton Grams

On Wed, Sep 3, 2008 at 4:54 PM, YahooJeff YahooJeff <[EMAIL PROTECTED]>wrote:

> The Java Plug-in interface is a neat feature that appears to be
> unreliable.  I wrote a Java ARDBC plug-in (7.1.00 P4) that mostly
> works. The plug-ins reads query on a vendor form, gets data from an
> external system and returns a result.  However it occasionally gives
> errors in the log. Sometimes these errors results in RPC-timeouts that
> won't go away without restarting Remedy's Java Plug-in process.
> Unfortunately I haven't found a good way to catch these "errors" so I
> can try to work around them when they come up.
>
>
> One error is
> org.acplt.oncrpc.OncRpcAuthenticationException: ONC/RPC
> authentification error
>
> I've checked that my Java plug-in name, ar.conf and
> pluginsvr_config.xml files all list the name of the plug-in the same
> way.  This error usually doesn't lock the system.
>
>
> A second is
> ERROR [TCP server transport connection thread]
> com.bmc.arsys.pluginsvr.c.a (?:?) - Data decryption error encountered
> com.bmc.arsys.arencrypt.AREncryptionException:
> javax.crypto.BadPaddingException: Given final block not properly
> padded
> ..
> ERROR [TCP server transport connection thread]
> com.bmc.arsys.pluginsvr.a.a (?:?) - Decrypting of the input arguments
> failed
> ERROR (8785): Data decryption error encountered
> ..
>
> This error usually hangs the plug-in service.
>
> Both errors occur in the same place.
> After Initialize() which successfully creates the Plugin and before
> getListEntrywithFields().
> com.bmc.arsys.pluginsvr.a.d (?:?) - dispatchCall
> com.bmc.arsys.pluginsvr.a.d (?:?) - RPC call is encrypted
> com.bmc.arsys.pluginsvr.a.d (?:?) - Procedure No. 7  ( Or Procedure
> No. 9 )
> Next comes one of the errors.
>
> I did try to update Remedy's older version of Remote Tea's oncrpc.jar,
> thinking the error may lie there.  However to do this right, I need
> Remedy's source code.
>
> Any suggestions?
>
> Thanks,
>
> Jeff
>
>
>
>
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
>

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Re: Java Plug-in Unreliable

[Axton]

Oh, and hope they don't say, "this should be addressed in the next release".

Axton

On Wed, Sep 3, 2008 at 5:12 PM, Axton <[EMAIL PROTECTED]> wrote:

> Report it to BMC so they can update their api's and plugin server.
>
> Axton Grams
>
>
> On Wed, Sep 3, 2008 at 4:54 PM, YahooJeff YahooJeff <[EMAIL PROTECTED]>wrote:
>
>> The Java Plug-in interface is a neat feature that appears to be
>> unreliable.  I wrote a Java ARDBC plug-in (7.1.00 P4) that mostly
>> works. The plug-ins reads query on a vendor form, gets data from an
>> external system and returns a result.  However it occasionally gives
>> errors in the log. Sometimes these errors results in RPC-timeouts that
>> won't go away without restarting Remedy's Java Plug-in process.
>> Unfortunately I haven't found a good way to catch these "errors" so I
>> can try to work around them when they come up.
>>
>>
>> One error is
>> org.acplt.oncrpc.OncRpcAuthenticationException: ONC/RPC
>> authentification error
>>
>> I've checked that my Java plug-in name, ar.conf and
>> pluginsvr_config.xml files all list the name of the plug-in the same
>> way.  This error usually doesn't lock the system.
>>
>>
>> A second is
>> ERROR [TCP server transport connection thread]
>> com.bmc.arsys.pluginsvr.c.a (?:?) - Data decryption error encountered
>> com.bmc.arsys.arencrypt.AREncryptionException:
>> javax.crypto.BadPaddingException: Given final block not properly
>> padded
>> ..
>> ERROR [TCP server transport connection thread]
>> com.bmc.arsys.pluginsvr.a.a (?:?) - Decrypting of the input arguments
>> failed
>> ERROR (8785): Data decryption error encountered
>> ..
>>
>> This error usually hangs the plug-in service.
>>
>> Both errors occur in the same place.
>> After Initialize() which successfully creates the Plugin and before
>> getListEntrywithFields().
>> com.bmc.arsys.pluginsvr.a.d (?:?) - dispatchCall
>> com.bmc.arsys.pluginsvr.a.d (?:?) - RPC call is encrypted
>> com.bmc.arsys.pluginsvr.a.d (?:?) - Procedure No. 7  ( Or Procedure
>> No. 9 )
>> Next comes one of the errors.
>>
>> I did try to update Remedy's older version of Remote Tea's oncrpc.jar,
>> thinking the error may lie there.  However to do this right, I need
>> Remedy's source code.
>>
>> Any suggestions?
>>
>> Thanks,
>>
>> Jeff
>>
>>
>>
>>
>>
>>
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>
>

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Re: .NET API CreateField example using VBS (UNCLASSIFIED)

[Scott Parrish]

You may want to take a look at driver.exe to do this. You will find
information about in the C API Reference manual.

Scott Parrish
IT Prophets, LLC
(770) 653-5203
www.itprophets.com

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Michaud, Christopher W Mr CTR USA
MEDCOM
Sent: Wednesday, September 03, 2008 5:09 PM
To: arslist@ARSLIST.ORG
Subject: .NET API CreateField example using VBS (UNCLASSIFIED)

Classification:  UNCLASSIFIED 
Caveats: NONE

All,

Does anyone have a VBS example of the syntax required to use the
CreateField method, and if possible setting the properties of the new
field, using the .NET API? I need to loop through many forms and add the
same field and it seems this might be the most efficient way.

Thank you,

Christopher Michaud
Remedy System Administrator/Developer
US Army Medical Information Technology Center (USAMITC)
Core Technology Division - Systems Engineering Branch
Office:  210.295.3589
DSN:  421-3589
 

Classification:  UNCLASSIFIED 
Caveats: NONE


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Re: Priorities in "Incident Management" .

[Joe DeSouza]

True.. just that out of a habit I rarely use character menus as hardcoded menus 
as there are distinct disadvantages to it - number 1 being if somewhere down 
the line some management decides they do not like the verbage and would like to 
change it..

Reporting can be a mess after that until you fix historical data..

Joe



- Original Message 
From: LJ Longwing <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, September 3, 2008 4:54:12 PM
Subject: Re: Priorities in "Incident Management" .

** 
Actually,
Character menus have the same < > capability as enumerated listsit's Search 
menus that give you the flexibility of dynamic, but you loose the <> capability



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Joe DeSouza
Sent: Wednesday, September 03, 2008 2:45 PM
To: arslist@ARSLIST.ORG
Subject: Re: Priorities in "Incident Management" .

** 
I'm assuming you mean a Character Menu instead of a enumerated drop list..

Reasons you would want to use a enumerated drop list instead of a character 
menu is when you want to have workflow associated with different selectable 
values.. What you will need to do is make sure there is no workflow that fires 
on when Priority > 1 or > 2 or > 3 or > 4 if you do not want it to fire for 
your 5th value.. If there is any such workflow you might need to 'fix' that to 
make it work as you want it to.

Character menus are great if you want the menus to be dynamic at some point..

Joe



- Original Message 
From: kiran kodali <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, September 3, 2008 4:11:33 PM
Subject: Re: Priorities in "Incident Management" .

** 
Thanks Joe,

I am working on it, in the same way, updating manually everywhere.
Why didn't he use a menu there? A menu would have made it easier, to update or 
add.

Thanks


On Wed, Sep 3, 2008 at 3:53 PM, Joe DeSouza <[EMAIL PROTECTED]> wrote:

** 
Kiran,

Yes you would since there may be workflow that pushes values from it to another 
form.. you will need to find all bits of workflow that pushes values from this 
field to other forms and modify the corresponding field in those other forms 
accordingly..

Joe




- Original Message 
From: kiran kodali <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, September 3, 2008 3:39:44 PM
Subject: Priorities in "Incident Management" .

** 

Hi All,

Did anybody here, play with the "Priorities" in Incident Management?
Out of Box, has 4 priorities defined based on Urgency and Impact values.
I am trying to add a new priority, say '5'. Since the Priority field used in 
several forms has a "Drop down list" ( not a menu),
do i need to find the priority field, where ever it is used and have to update 
each field by adding Priority '5'.

Did any body worked on the same issue? or please let me know if you have any 
suggestions. Thanks
-- 
Kiran Kodali
Ph: 940-231-8524
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Re: Ports to be used for email engine

[Chintan Shah]

Here is the error msg

Application has started 
Version: version name
Using JRE: 
1.5.0_11
Checking connection to 
server: servername...
loaded 
library
Successfully 
connected.
 
MessageType: 
0
MessageNum: 
4900
MessageText: Invalid 
Value.
AppendedText: 
m_bLoggedIn
 
MessageType: 
0
MessageNum: 
4900
MessageText: Invalid 
Value.
AppendedText: 
m_bLoggedIn
   at 
com.remedy.arsys.emaildaemon.ARSystemModule.generateGUID(ARSystemModule.java:357)
   at 
com.remedy.arsys.emaildaemon.ARSystemHandler.publish(ARSystemHandler.java:120)
   at 
java.util.logging.Logger.log(Logger.java:452)
   at 
com.remedy.arsys.emaildaemon.LoggingModule.doWork(LoggingModule.java:80)
   at 
com.remedy.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:268)
   at 
java.lang.Thread.run(Thread.java:595)
Sep 3, 2008 1:39:12 PM 
com.remedy.arsys.emaildaemon.LoggingModule doWork
SEVERE: Message not in 
catalog; Message number = 90 servername(0) : RPC: Miscellaneous tli error - An 
event requires attentionNo such file or directory
 
MessageType: 
0
MessageNum: 
4900
MessageText: Invalid 
Value.
AppendedText: 
m_bLoggedIn
 
MessageType: 
0
MessageNum: 
4900
MessageText: Invalid 
Value.
AppendedText: 
m_bLoggedIn
   at 
com.remedy.arsys.emaildaemon.ARSystemModule.generateGUID(ARSystemModule.java:357)
   at 
com.remedy.arsys.emaildaemon.ARSystemHandler.publish(ARSystemHandler.java:120)
   at 
java.util.logging.Logger.log(Logger.java:452)
   at 
com.remedy.arsys.emaildaemon.LoggingModule.doWork(LoggingModule.java:80)
   at 
com.remedy.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:268)
   at 
java.lang.Thread.run(Thread.java:595)
Sep 3, 2008 1:41:12 PM 
com.remedy.arsys.emaildaemon.LoggingModule doWork
SEVERE: Message not in 
catalog; Message number = 90 servername(0) : RPC: Miscellaneous tli error - An 
event requires attentionNo such file or directory

Any ideas?

Thanks in advance.

Regards,
Chintan

--- On Wed, 9/3/08, Chintan Shah <[EMAIL PROTECTED]> wrote:
From: Chintan Shah <[EMAIL PROTECTED]>
Subject: Ports to be used for email engine
To: arslist@arslist.org
Date: Wednesday, September 3, 2008, 12:53 PM

Hi all,

We changed the default port of 1099 to 1118 in EmailDaemon.properties file and 
since then email engine is not working.

Does it require a server restart to load new properties?

Are there other ports that can be used?

Running same versions of Remedy and email engine(6.03 patch 22).

Regards,
Chintan.





  




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Re: Java Plug-in Unreliable

[Papolu, Appajee]

:-) 

 

As Axton suggested, pls do report this issue to BMC Support. And BTW, if
at all possible, if there is a simple example source snippet that
demonstrates this problem, plus, any interesting/peculiar details (such
as field data types used, amount of data retrieved, special character
data in those records etc) that might be contributing to this problem -
feel free to include them in your support ticket and/or in an offline
message to me.

 

Thanks

Appajee

 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Wednesday, September 03, 2008 2:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: Java Plug-in Unreliable

 

** 

Oh, and hope they don't say, "this should be addressed in the next
release".

Axton

On Wed, Sep 3, 2008 at 5:12 PM, Axton <[EMAIL PROTECTED]> wrote:

Report it to BMC so they can update their api's and plugin server.

Axton Grams

 

On Wed, Sep 3, 2008 at 4:54 PM, YahooJeff YahooJeff <[EMAIL PROTECTED]>
wrote:

The Java Plug-in interface is a neat feature that appears to be
unreliable.  I wrote a Java ARDBC plug-in (7.1.00 P4) that mostly
works. The plug-ins reads query on a vendor form, gets data from an
external system and returns a result.  However it occasionally gives
errors in the log. Sometimes these errors results in RPC-timeouts that
won't go away without restarting Remedy's Java Plug-in process.
Unfortunately I haven't found a good way to catch these "errors" so I
can try to work around them when they come up.


One error is
org.acplt.oncrpc.OncRpcAuthenticationException: ONC/RPC
authentification error

I've checked that my Java plug-in name, ar.conf and
pluginsvr_config.xml files all list the name of the plug-in the same
way.  This error usually doesn't lock the system.


A second is
ERROR [TCP server transport connection thread]
com.bmc.arsys.pluginsvr.c.a (?:?) - Data decryption error encountered
com.bmc.arsys.arencrypt.AREncryptionException:
javax.crypto.BadPaddingException: Given final block not properly
padded
..
ERROR [TCP server transport connection thread]
com.bmc.arsys.pluginsvr.a.a (?:?) - Decrypting of the input arguments
failed
ERROR (8785): Data decryption error encountered
..

This error usually hangs the plug-in service.

Both errors occur in the same place.
After Initialize() which successfully creates the Plugin and before
getListEntrywithFields().
com.bmc.arsys.pluginsvr.a.d (?:?) - dispatchCall
com.bmc.arsys.pluginsvr.a.d (?:?) - RPC call is encrypted
com.bmc.arsys.pluginsvr.a.d (?:?) - Procedure No. 7  ( Or Procedure
No. 9 )
Next comes one of the errors.

I did try to update Remedy's older version of Remote Tea's oncrpc.jar,
thinking the error may lie there.  However to do this right, I need
Remedy's source code.

Any suggestions?

Thanks,

Jeff






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Re: .NET API CreateField example using VBS (UNCLASSIFIED)

[Papolu, Appajee]

.NET API does include a FieldLabelChanger C# program as source. As the
name indicates, this program allows for changing labels of fields on a
selected view of a selected form. Internally it does a SetField API
method call after altering a display property (label). You will get
sufficient hints about how to go about the CreateField usage I hope. As
said this is in C#. And .NET API itself, while supports COM usage (thus
in VBS), it is better used in .NET environments (C#, VB.Net) - so prefer
to use it in those environments if at all possible, especially for heavy
duty usage like creating/manipulating form/field definitions.

Regards
Appajee


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Scott Parrish
Sent: Wednesday, September 03, 2008 2:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: .NET API CreateField example using VBS (UNCLASSIFIED)

You may want to take a look at driver.exe to do this. You will find
information about in the C API Reference manual.

Scott Parrish
IT Prophets, LLC
(770) 653-5203
www.itprophets.com

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Michaud, Christopher W Mr CTR
USA
MEDCOM
Sent: Wednesday, September 03, 2008 5:09 PM
To: arslist@ARSLIST.ORG
Subject: .NET API CreateField example using VBS (UNCLASSIFIED)

Classification:  UNCLASSIFIED 
Caveats: NONE

All,

Does anyone have a VBS example of the syntax required to use the
CreateField method, and if possible setting the properties of the new
field, using the .NET API? I need to loop through many forms and add the
same field and it seems this might be the most efficient way.

Thank you,

Christopher Michaud
Remedy System Administrator/Developer
US Army Medical Information Technology Center (USAMITC)
Core Technology Division - Systems Engineering Branch
Office:  210.295.3589
DSN:  421-3589
 

Classification:  UNCLASSIFIED 
Caveats: NONE



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Knowledge Management - Bug?

[Pargeter, Christie :CO IS]

Hey - I wanted to see if anyone else saw this "functionality" with KM before I 
submit it as a bug to BMC.  
 
When I build a decision tree, then add a decision box and put a return mark in 
the box then save all of the data of the decision boxes above it get copied 
into my box.  
 
 I created 7 boxes then pressed save.  Created a new box called Bug? put a 
return mark in it and press Save.  After I pressed Save all the text dropped in 
on it's own.  
 
 Or is it supposed to do this and if so why would you want it? 
 
Environment: 
KM 7.2 p 1 
ARS/MidTier 7.1 p 4 
MS 2003 
Oracle 10 
 
 
  _  


Christie Pargeter 
Legacy Health System  
IS - Programming
SR Technical Analyst
[EMAIL PROTECTED]   
  System Office 
tel: 503-415-5149   
   

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<>

Re: embedded report puzzler

[Brien Dieterle]

Crystal and Remedy Native seem to be the same for this case.  Indeed it
would use the same Active Link with just one setting change (Report
Type=Crystal).  In any case, I should be able to display any report in a
View Field using an Active Link-->Open Window-->Report, which is what I
think you are suggesting.  The documentation states that I can use the frame
ID of the View Field, which is VF536870957 in my case.  This is web-only so
not really a total solution, but at least "something".

However, if I put VF536870957 in the Target Location box, the report
should open
in that frame when I trigger the AL.  However, it insists on popping up a
new window (tried IE and FF).  Initially it looks like a bug.

AR System 7.1 Patch 003
Windows 2003, SQL 2005.

Thanks again for everyone's help.  This should be resolved assuming I can
get the behavior to work as documented.

Brien



On Wed, Sep 3, 2008 at 2:08 PM, LJ Longwing <[EMAIL PROTECTED]> wrote:

> ** What about a crystal report, with a crystal web server, and a view
> field that you use to display the report inwould that do what you want?
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Brien Dieterle
> *Sent:* Wednesday, September 03, 2008 2:39 PM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: embedded report puzzler
>
> ** I understand this (I've actually use this before), but my point is that
> when I have the Parent Request open in Remedy, I see all the information for
> the Parent Request (who submitted it, etc).  I don't need this information
> displayed yet again in a Crystal report-- I just want the Child Ticket(s)
> information displayed somewhere.  Whether that is in a Remedy Report or a
> Crystal Report doesn't matter so much as where that report is ultimately
> displayed.  I just want it embedded in the Parent Request and not a new
> window :-)
> Basically, exactly, in every sense, like a Table- List View, but with a
> different format  :-)
>
> Thanks!!
>
> Brien
>
> On Wed, Sep 3, 2008 at 1:31 PM, Benedetto Cantatore <
> [EMAIL PROTECTED]> wrote:
>
>> ** Brien,
>>
>> I know for a fact Crystal can absolutely show parent/child
>> relationships. I use Crystal to show Changes with associated Tasks.  Per the
>> last reply, use a subreport.
>>
>> Ben Cantatore
>> Remedy Manager
>> (914) 457-6209
>>
>>  Emerging Health IT
>> 3 Odell Plaza
>> Yonkers, New York 10701
>>
>>
>> >>> [EMAIL PROTECTED] 09/03/08 4:22 PM >>>
>>   ** I maybe missing something but what about Crystal & sub reports?
>>
>> The sub report would look at the 2nd form as if you were going to put a
>> table on the screen.
>>
>> -Original Message-
>> *From:* Action Request System discussion list(ARSList) [mailto:
>> [EMAIL PROTECTED] Behalf Of *Brien Dieterle
>> *Sent:* Wednesday, September 03, 2008 1:10 PM
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* Re: embedded report puzzler
>>
>> ** I don't know if a Join form would work, since this is a one-to-many
>> relationship (one parent with many children).  I tried to express that with
>> the two records in my report-sample below (it could be any number).  Since
>> this is web based I definitely don't want to use Excel or Access.  I'm not
>> sure if Crystal would help either unless I can pass the join qualification
>> to the Crystal report, which would seem to be the same missing feature that
>> I am lacking with the regular Remedy Report.
>> It looks like we'll survive with the "Open as Report" button on the parent
>> form, that launches an Open Window activelink to open the report with a
>> specific qualification to perform the join operation.  Again, not embedded,
>> but better than nothing :-)
>>
>> Thanks again,
>>
>> Brien
>>
>> On Wed, Sep 3, 2008 at 12:56 PM, Benedetto Cantatore <
>> [EMAIL PROTECTED]> wrote:
>>
>>> ** Brien,
>>>
>>> I may not have a good handle on what you're asking, but I think the
>>> solution is as simple as creating a join form.  Then do your report off of
>>> that form.  The basic reporting has no ability to create joins, but that can
>>> be done when you create the join form.  Alternately, I'd advise trying
>>> another product like Excel, Access, Crystal, or other reporting tool to get
>>> the desired report.
>>>
>>> Ben Cantatore
>>> Remedy Manager
>>> (914) 457-6209
>>>
>>>  Emerging Health IT
>>> 3 Odell Plaza
>>> Yonkers, New York 10701
>>>
>>>
>>> >>> [EMAIL PROTECTED] 09/03/08 2:04 PM >>>
>>> **
>>>  Thanks Ben,  I am using the Native remedy reporting using the
>>> server-side reporting forms (ReportCreator).  I'm not actually trying to
>>> show the parent/child relationship on the report, but just a
>>> qualification enforced on the report to show just the children (maybe that
>>> is the same thing).  It seems like what I need is small feature request on
>>> the data visualization page to allow a qualification to be passed to the
>>> report just as you would during an active link open window event.
>>> Basica

Sharon-Michal Mamon-Meged is out of the office.

[Sharon-Michal Mamon-Meged]

I will be out of the office starting  04/09/2008 and will not return until
05/09/2008.

במקרים דחופים נא להשאיר הודעה במשיבון  050-9165229

Re: .NET API CreateField example using VBS (UNCLASSIFIED)

[Misi Mladoniczky]

Hi,

I would use a supporte API to do something like this, namely C or Java.

Most wrapper-APIs has concentrated on reading/writing data to forms, and
as a second priority to read information about forms/fields/filter etc.
The third priority has been to implement the creation of admin-objects in
the server.

One solution could be to copy the field with ARGetField from a source
form, and then create a duplicate in the other forms. This should work if
the field does not belong to ANY view.

If the field is supposed to be visible, you will need to handle different
view-ids on different forms in the ARDisplayInstanceList.

Another favourite of mine is to export the form definitions to a file (def
or xml), manipulate it (add your field to the forms), and finally reimport
it.

Best Regards - Misi, RRR AB, http://www.rrr.se

Products from RRR Scandinavia:
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
* RRR|Translator - Manage and automate your language translations.
Find these products, and many free tools and utilities, at http://rrr.se.

> Classification:  UNCLASSIFIED
> Caveats: NONE
>
> All,
>
> Does anyone have a VBS example of the syntax required to use the
> CreateField method, and if possible setting the properties of the new
> field, using the .NET API? I need to loop through many forms and add the
> same field and it seems this might be the most efficient way.
>
> Thank you,
>
> Christopher Michaud
> Remedy System Administrator/Developer
> US Army Medical Information Technology Center (USAMITC)
> Core Technology Division - Systems Engineering Branch
> Office:  210.295.3589
> DSN:  421-3589
>
>
> Classification:  UNCLASSIFIED
> Caveats: NONE
>
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>
> --
> This message was scanned by ESVA and is believed to be clean.
>
>

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