upgrade to unicode - 7.1

[Raido Oja]

Hi,

Just got a response from BMC that they do not support an upgrade of a
non-unicode database to unicode. Just wanted to get some feedback if anyone
has ever tried this and if it worked. Are there no other options than
rebuilding the system? Any lessons learned would be appreciated.

Thanks,

Raido

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Re: archgid does not support 7.1.0

[Axton]

That's asking for trouble.  They're named differently for a reason.

Axton Grams

On Mon, Oct 13, 2008 at 4:11 PM, Matias Campo Hoet
<[EMAIL PROTECTED]> wrote:
> Did you try renaming the 7.1 libraries to their 7.0 names, so the program
> will find them?
>
> Matias.-
>
> -Mensaje original-
> De: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] En nombre de Grooms, Frederick W
> Enviado el: Lunes 13 de Octubre de 2008 16:47
> Para: arslist@ARSLIST.ORG
> Asunto: archgid does not support 7.1.0
>
> Has anyone tried to find a new copy of the utility archgid?
>
> The current version of archgid on BMCDN (Created on: Mar 14, 2007 6:32
> PM by Amelia Dawkins - Last Modified: Aug 30, 2008 1:29 PM by Amelia
> Dawkins ) does not support ARS v7.1.0.
>
> It requires the arapi70 libraries, and when run against a v7.1.0 server
> returns the follwing:
>
>  Action Request System Change ID Utility Version 7.0
>  Copyright (c) 2002 - 2006 BMC Software, Inc.
>  All rights reserved.
>
>  Enter user name: 
>  Enter password: 
>  Enter authentication string:
>
>  Enter server name: 
>  Enter TCP port if needed:
>   This version of the utility supports database versions
>  16 through 22 while the database is version 23
>  (16 is 5.0, 17 is 5.0.1, 18 is 5.1, 19 is 6.0, 20 is 6.0.1, 21 is 6.3,
> 22 is 7.0)
>
> Fred
>
> 
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Re: upgrade to unicode - 7.1

[Axton]

I've done this using the following steps:
- stop remedy
- convert oracle instance to unicode
- run a set of conversion scripts that convert 8-bit ascii characters
to the target unicode character we want
- run the arserver install and install the unicode arserver against
the upgraded oracle instance

This assumes that there are no 8-bit ascii characters in any of the db
tables that are used to generate workflow/form checksums (e.g., form
name, active link name, etc.)

Axton Grams

On Tue, Oct 14, 2008 at 9:47 AM, Misi Mladoniczky <[EMAIL PROTECTED]> wrote:
> Hi Raido,
>
> I have only done this by:
> 1. installing a new system
> 2. importing the def-file
> 3. copying all the data between old and new server with RRR|Chive (except
> the User-form)
>
>Best Regards - Misi, RRR AB, http://rrr.se
>
>> Hi,
>>
>> Just got a response from BMC that they do not support an upgrade of a
>> non-unicode database to unicode. Just wanted to get some feedback if
>> anyone
>> has ever tried this and if it worked. Are there no other options than
>> rebuilding the system? Any lessons learned would be appreciated.
>>
>> Thanks,
>>
>> Raido
>>
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>> --
>> This message was scanned by ESVA and is believed to be clean.
>>
>>
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Re: Results List Drill Down

[Mahesh Chandra]

My 2 cents



1.  Open the Form in the admin tool, click Form - Manage Views and you
will see a Default View specified.



2.  Disable the Drill Down option on the Table field and have an AL fire
on Return/Table Double click with an Open Window Action and the view
specified. If you want to open the default view, blank out the view. Remedy
will always open the default view if none is specified.



Thanks

Mahesh
On Tue, Oct 14, 2008 at 8:38 AM, Mac Rhoades <[EMAIL PROTECTED]> wrote:

> **
>
> I work in an environment with ARS 6.3 and HelpDesk 6.0. The HelpDesk has
> been heavily customized with multiple views for different groups in the
> company. I have seen this before but it has never been an issue until now.
>
> When doing a search in HelpDesk, the Results list comes up depending on the
> criteria of the search. When you select a line in the list with a single
> click, the resulting HelpDesk ticket is displayed using the correct view,
> again depending on what group the customer belongs to. That is all well and
> good. The problem that I have is that if you double-click on a line in the
> Results list, the original view (in this case, the IT HelpDesk view) comes
> up and not the view that the customer should see.
>
> I have looked in the documentation and can find nothing. Where in the Admin
> tool or workflow can I make a change so that I consistently get the correct
> view or can anything be done at all?
>
>
>
> Thanks,
>
> Mac Rhoades
>
>
>
> Disclaimer for DataPath
>
> This electronic message, together with any attachments, is intended 
> exclusively for the individual or entity to which it is addressed.
> This communication may contain information that is privileged or confidential 
> and is the intellectual property of the sender.
> If you are not the named addressee, you are expressly prohibited from 
> reading, printing, retaining, copying, distributing or disseminating this 
> message or any part of it or any attachments or any information contained 
> therein.
> Doing so may be actionable under state or federal laws.
> If you have received this message in error, please notify the sender 
> immediately either by phone (866-855-3800) or reply to this e-mail and 
> immediately delete all copies of this message and any attachments.
>
>
>
> All electronic messages and attachments sent and received are subject to 
> monitoring, reading and archival by DataPath.
> The recipient of this electronic message is responsible for ensuring that it 
> and any attachments are free from "viruses" or other software or defects that 
> may affect any computer system into which it is received or opened.
>
> DataPath accepts no responsibility for any damage that may arise from the 
> receipt or use of this electronic message or any attachments.
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Re: Results List Drill Down

[Feliciano, Ferdinand, A (Rocky)]

You can disable the drill down on the table field and create an active link to 
execute on Return/Table Dbl-Clk to open it with the specified view.

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Mac Rhoades
Sent: Tuesday, October 14, 2008 6:38 AM
To: arslist@ARSLIST.ORG
Subject: Results List Drill Down

**

I work in an environment with ARS 6.3 and HelpDesk 6.0. The HelpDesk has been 
heavily customized with multiple views for different groups in the company. I 
have seen this before but it has never been an issue until now.

When doing a search in HelpDesk, the Results list comes up depending on the 
criteria of the search. When you select a line in the list with a single click, 
the resulting HelpDesk ticket is displayed using the correct view, again 
depending on what group the customer belongs to. That is all well and good. The 
problem that I have is that if you double-click on a line in the Results list, 
the original view (in this case, the IT HelpDesk view) comes up and not the 
view that the customer should see.

I have looked in the documentation and can find nothing. Where in the Admin 
tool or workflow can I make a change so that I consistently get the correct 
view or can anything be done at all?



Thanks,

Mac Rhoades


Disclaimer for DataPath



This electronic message, together with any attachments, is intended exclusively 
for the individual or entity to which it is addressed.

This communication may contain information that is privileged or confidential 
and is the intellectual property of the sender.

If you are not the named addressee, you are expressly prohibited from reading, 
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Doing so may be actionable under state or federal laws.

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The recipient of this electronic message is responsible for ensuring that it 
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Sybase Database Customers

[Frank Caruso]

I am looking to find out if anyone out there using Sybase has attempted to
run against any unsupported configurations.

We are running our ARS application hosts on Solaris 9. This is something our
company is not happy with for many reasons. I have given them options for
moving to a different platform (staying with Sybase) but they are not
anymore thrilled with those choices (HP, IBM, etc). What they really want is
to move to a LINUX platform.

Comments?

Thank you.

Frank

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Re: Sybase Database Customers

[Remedy Maniac]

assuming you are mentioning ARS7:
actually we are exactly in the same situation
it would be good if BMC could provide more Linux support with Sybase

Serouche


Frank Caruso wrote:

**
I am looking to find out if anyone out there using Sybase has 
attempted to run against any unsupported configurations.


We are running our ARS application hosts on Solaris 9. This is 
something our company is not happy with for many reasons. I have given 
them options for moving to a different platform (staying with Sybase) 
but they are not anymore thrilled with those choices (HP, IBM, etc). 
What they really want is to move to a LINUX platform.


Comments?

Thank you.

Frank
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Re: Senior Developer (Sydney/Australia)

[William Rentfrow]

I did 3 weeks of work in Sydney about 10 years ago.

I'd jump on this in a heartbeat if it was remotely realistic for me to
do so :)

If there's a lister who wants to head out to Sydney for a couple years
I'd HIGHLY encourage it.  It's probably the most friendly city I've ever
visited - and the most scenic.


William Rentfrow
Principal Consultant, StrataCom Inc.
[EMAIL PROTECTED]
701-306-6157 C

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Gareth Oliver
Sent: Monday, October 13, 2008 10:42 PM
To: arslist@ARSLIST.ORG
Subject: JOB: Senior Developer (Sydney/Australia)

Hi all,
 
A recruiter friend of mine is looking to fill a position based in
Sydney, Australia. 

The person she is looking for is "a permanent Remedy developer for a
client of mine. They are looking for a senior developer "

Please contact her directly for any further questions.

Lynne Fox
Finite IT Recruitment Solutions
[EMAIL PROTECTED]
+61 2 8243 6818 (direct)
+61 419 012 195 (mobile)


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Re: Results List Drill Down

[Rick Cook]

If you turn on your Active Link and SQL logs while opening the record, it
should tell you what's being done to what.  At least then you'd know what
you're trying to find.

Rick

On Tue, Oct 14, 2008 at 9:00 AM, Mac Rhoades <[EMAIL PROTECTED]> wrote:

> **
>
> Rick,
>
> Thanks for your response. I don't believe that it is a Table field. The
> field is supposedly a Results List field (although not one created by me or
> the people before me) that appears at the top of the screen (again, in my
> site because you can have it at the bottom or side by side with the data).
> It is the one that is controlled (what fields are viewed) in the Form
> Properties/Results List Fields. In the View Properties section of the Admin
> Tool, you can change the Results List Color and can change the Initial Row
> Selection and select Data Chunking. I already know that in 6.3, you cannot
> have results list fields which are specific to a view. They are for the
> entire form, no matter how many views you have. I found that when you create
> a Results List Field, it assigns a field ID of 1020 and I cannot find that
> field ID in any view.
>
> I realize Mahesh's advice would work on a table field but I don't believe
> this is a table field and if it is, it is hidden well.
>
>
>
> *Mac Rhoades*
>
> Sr. Remedy Developer
>
> IT Application Development
>
> DataPath, Inc.
>
> 678-252-4364
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Rick Cook
> *Sent:* Tuesday, October 14, 2008 11:22 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Results List Drill Down
>
>
>
> **
>
> Is it possible that it isn't a table field, but a Results List field?  I
> seriously doubt it, but that's a possibility.  A slightly greater
> possibility is that the field isn't on the views you're looking at.  A much
> better possibility is that the table is hidden behind other table fields -
> that's how HD 6 changed their view on the Support Console.
>
> Once you find it, Mahesh's advice for a workaround is sound.
>
> Rick
>
> On Tue, Oct 14, 2008 at 7:51 AM, Mac Rhoades <[EMAIL PROTECTED]>
> wrote:
>
> **
>
> Mahesh, Ferdinand,
>
> Thanks for replying but the Default View that is currently set up is the
> Requester view. The view that is displaying when the line is double-clicked
> in the Results List is the Support view which is the original full view of
> HelpDesk 6.0 (although it has been customized at my location for the IT
> group). The Support view IS set up as the Master. Would that have anything
> to do with it? I cannot glean that out of the documentation because it says
> that you normally need a Master and/or a Default view or the system will
> select one for you.
>
>
>
> Also, I cannot find this Results List as a table field in any HelpDesk view
> so I cannot go into the properties to disable the Drill Down option. If it
> is there somewhere it is well hidden. It comes up at the top (in our views)
> when I select the Search button.
>
>
>
> *Mac Rhoades*
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Mahesh Chandra
> *Sent:* Tuesday, October 14, 2008 10:10 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Results List Drill Down
>
>
>
> **
>
> My 2 cents
>
>
>
> 1.  Open the Form in the admin tool, click Form - Manage Views and you
> will see a Default View specified.
>
>
>
> 2.  Disable the Drill Down option on the Table field and have an AL
> fire on Return/Table Double click with an Open Window Action and the view
> specified. If you want to open the default view, blank out the view. Remedy
> will always open the default view if none is specified.
>
>
>
> Thanks
>
> Mahesh
>
> On Tue, Oct 14, 2008 at 8:38 AM, Mac Rhoades <[EMAIL PROTECTED]>
> wrote:
>
> **
>
> I work in an environment with ARS 6.3 and HelpDesk 6.0. The HelpDesk has
> been heavily customized with multiple views for different groups in the
> company. I have seen this before but it has never been an issue until now.
>
> When doing a search in HelpDesk, the Results list comes up depending on the
> criteria of the search. When you select a line in the list with a single
> click, the resulting HelpDesk ticket is displayed using the correct view,
> again depending on what group the customer belongs to. That is all well and
> good. The problem that I have is that if you double-click on a line in the
> Results list, the original view (in this case, the IT HelpDesk view) comes
> up and not the view that the customer should see.
>
> I have looked in the documentation and can find nothing. Where in the Admin
> tool or workflow can I make a change so that I consistently get the correct
> view or can anything be done at all?
>
>
>
> Thanks,
>
> Mac Rhoades
>
>
>
> Disclaimer for DataPath
>
>
>
> This electronic message, together with any attachments, is intended 
> exclusively for the individual or entity to which it is addressed.
>
> This communication may contain information th

Re: Senior Developer (Sydney/Australia)

[William Rentfrow]

I don't know about greener - but if you were looking for a place
overseas to go live for a few years it would be pretty good.
 
One of the best things about Sydney was just how easy it is to get
around.  I had no problem at all figuring out the trains and ferries.
Plus the city is very friendly to walk in (unlike the VAST majority of
suburbs in the US and many of the major cities).
 
William Rentfrow
Principal Consultant, StrataCom Inc.
[EMAIL PROTECTED]
701-306-6157 C
 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Tuesday, October 14, 2008 10:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: Senior Developer (Sydney/Australia)


** 
I guess the grass is always greener on the other side of the fence, no
matter where you live.

Rick


On Tue, Oct 14, 2008 at 8:28 AM, Matt Worsdell <[EMAIL PROTECTED]> wrote:


Amazing how the world over wants to emigrate to Australia and
the aussies
are all over here in London ;)


> I second this, I spent a 3 weeks in Australia vacation (1 wk
in Sydney,
> 1 wk in Melbourne and the rest at the reef and interior).  I'd
immigrate
> there without hesitation.  The people there are friendly all
over the
> country.  The food, scenery and bats were amazing.  If you can
go.
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow
> Sent: Tuesday, October 14, 2008 10:15 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Senior Developer (Sydney/Australia)
>
> I did 3 weeks of work in Sydney about 10 years ago.
>
> I'd jump on this in a heartbeat if it was remotely realistic
for me to
> do so :)
>
> If there's a lister who wants to head out to Sydney for a
couple years
> I'd HIGHLY encourage it.  It's probably the most friendly city
I've ever
> visited - and the most scenic.
>
>
> William Rentfrow
> Principal Consultant, StrataCom Inc.
> [EMAIL PROTECTED]
> 701-306-6157 C
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Gareth Oliver
> Sent: Monday, October 13, 2008 10:42 PM
> To: arslist@ARSLIST.ORG
> Subject: JOB: Senior Developer (Sydney/Australia)
>
> Hi all,
>
> A recruiter friend of mine is looking to fill a position based
in
> Sydney, Australia.
>
> The person she is looking for is "a permanent Remedy developer
for a
> client of mine. They are looking for a senior developer "
>
> Please contact her directly for any further questions.
>
> Lynne Fox
> Finite IT Recruitment Solutions
> [EMAIL PROTECTED]
> +61 2 8243 6818 (direct)
> +61 419 012 195 (mobile)
>
>

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Platinum
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>
>

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>

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Answers Are"
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Re: Results List Drill Down

[Mac Rhoades]

Rick,

Thanks for your response. I don't believe that it is a Table field. The
field is supposedly a Results List field (although not one created by me
or the people before me) that appears at the top of the screen (again,
in my site because you can have it at the bottom or side by side with
the data). It is the one that is controlled (what fields are viewed) in
the Form Properties/Results List Fields. In the View Properties section
of the Admin Tool, you can change the Results List Color and can change
the Initial Row Selection and select Data Chunking. I already know that
in 6.3, you cannot have results list fields which are specific to a
view. They are for the entire form, no matter how many views you have. I
found that when you create a Results List Field, it assigns a field ID
of 1020 and I cannot find that field ID in any view.

I realize Mahesh's advice would work on a table field but I don't
believe this is a table field and if it is, it is hidden well.

 

Mac Rhoades

Sr. Remedy Developer

IT Application Development

DataPath, Inc.

678-252-4364

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Tuesday, October 14, 2008 11:22 AM
To: arslist@ARSLIST.ORG
Subject: Re: Results List Drill Down

 

** 

Is it possible that it isn't a table field, but a Results List field?  I
seriously doubt it, but that's a possibility.  A slightly greater
possibility is that the field isn't on the views you're looking at.  A
much better possibility is that the table is hidden behind other table
fields - that's how HD 6 changed their view on the Support Console.

Once you find it, Mahesh's advice for a workaround is sound.

Rick

On Tue, Oct 14, 2008 at 7:51 AM, Mac Rhoades <[EMAIL PROTECTED]>
wrote:

** 

Mahesh, Ferdinand,

Thanks for replying but the Default View that is currently set up is the
Requester view. The view that is displaying when the line is
double-clicked in the Results List is the Support view which is the
original full view of HelpDesk 6.0 (although it has been customized at
my location for the IT group). The Support view IS set up as the Master.
Would that have anything to do with it? I cannot glean that out of the
documentation because it says that you normally need a Master and/or a
Default view or the system will select one for you.

 

Also, I cannot find this Results List as a table field in any HelpDesk
view so I cannot go into the properties to disable the Drill Down
option. If it is there somewhere it is well hidden. It comes up at the
top (in our views) when I select the Search button.

 

Mac Rhoades

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mahesh Chandra
Sent: Tuesday, October 14, 2008 10:10 AM
To: arslist@ARSLIST.ORG
Subject: Re: Results List Drill Down

 

** 

My 2 cents

 

1.  Open the Form in the admin tool, click Form - Manage Views and
you will see a Default View specified. 

 

2.  Disable the Drill Down option on the Table field and have an AL
fire on Return/Table Double click with an Open Window Action and the
view specified. If you want to open the default view, blank out the
view. Remedy will always open the default view if none is specified.

 

Thanks

Mahesh

On Tue, Oct 14, 2008 at 8:38 AM, Mac Rhoades <[EMAIL PROTECTED]>
wrote:

** 

I work in an environment with ARS 6.3 and HelpDesk 6.0. The HelpDesk has
been heavily customized with multiple views for different groups in the
company. I have seen this before but it has never been an issue until
now. 

When doing a search in HelpDesk, the Results list comes up depending on
the criteria of the search. When you select a line in the list with a
single click, the resulting HelpDesk ticket is displayed using the
correct view, again depending on what group the customer belongs to.
That is all well and good. The problem that I have is that if you
double-click on a line in the Results list, the original view (in this
case, the IT HelpDesk view) comes up and not the view that the customer
should see. 

I have looked in the documentation and can find nothing. Where in the
Admin tool or workflow can I make a change so that I consistently get
the correct view or can anything be done at all?

 

Thanks,

Mac Rhoades

 

Disclaimer for DataPath
 
This electronic message, together with any attachments, is intended
exclusively for the individual or entity to which it is addressed. 
This communication may contain information that is privileged or
confidential and is the intellectual property of the sender.  
If you are not the named addressee, you are expressly prohibited from
reading, printing, retaining, copying, distributing or disseminating
this message or any part of it or any attachments or any information
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Doing so may be actionable under state or federal laws.  
If you have received this message in error, please notify the sender
immediately either by phone (866-855-3800) or reply to this e-

PERFORM-ACTION-APPLY ver 6.3

[Sanford, Claire]

I know I have asked this question before.  I looked for a reply that
would work and didn't find any.  I have asked Support and not received
an answer that works.  I've even read the manuals and SO I am asking it
again.  


The Run Process is  -   PERFORM-ACTION-APPLY

It pulls the ticket up in a results list and my customers just want to
see the ticket the way it used to pull up in HD 4.  How do I tell the
workflow to just display the ticket and not to display the results list
with just the one ticket.   I do not have "show results list only"
checked in the Options menu.

I tried creating an AL with an Open Window Action that has 
Window Type:  Modify 
Display Type:   Detail Only
Target Location:   New

But this does not work either.

I have tried taking the old workflow and using it in this version, but
it doesn't work.

( 'Change ID+' !=  $NULL$ ) AND ($OPERATION$ =  "QUERY" )

 Start active link processing -- Operation - On Return
 For Schema - HPD:HelpDesk
 Linked to field - Case ID+ (1)
 On screen type - QUERY
 Checking HPD:HPD-ShowCase01 (1)
 -> Failed qualification
 Checking HPD:HPD-ShowCase02 (2)
 -> Passed qualification -- perform if actions
  0: Run Process


 Start active link processing -- Operation - On Return
 For Schema - CHG:Change
 Linked to field - Change ID+ (1)
 On screen type - QUERY
 Checking CHG:CHG-ShowChange01 (1)
 -> Failed qualification
 Checking CHG:CHG-ShowChange02 (2)
 -> Passed qualification -- perform if actions
  0: Run Process


ARS 6.3 Patch 21
HD 6.0
Oracle 10 w/9 libraries
Oracle on a remote server
Windows 2003 4 gig on app server and 8 gig on DB server



Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
Phone: 713 448 6035
[EMAIL PROTECTED]



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Re: Senior Developer (Sydney/Australia)

[William Rentfrow]

Since someone already called me out on this
 
What I meant is the city is friendly for WALKING.  A lot of US cities
are not designed to walk through as a primary means of getting around.
I've been at numerous places where you have to walk across a 6 lane
divided road and have literally 8 seconds to do so.  I can't imagine
anyone with health issues even making it halfway across.
 
As a general rule people are as friendly as you are wherever you go.
 
William Rentfrow
Principal Consultant, StrataCom Inc.
[EMAIL PROTECTED]
701-306-6157 C
 



From: William Rentfrow 
Sent: Tuesday, October 14, 2008 11:11 AM
To: 'arslist@ARSLIST.ORG'
Subject: RE: Senior Developer (Sydney/Australia)


I don't know about greener - but if you were looking for a place
overseas to go live for a few years it would be pretty good.
 
One of the best things about Sydney was just how easy it is to get
around.  I had no problem at all figuring out the trains and ferries.
Plus the city is very friendly to walk in (unlike the VAST majority of
suburbs in the US and many of the major cities).
 
William Rentfrow
Principal Consultant, StrataCom Inc.
[EMAIL PROTECTED]
701-306-6157 C
 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Tuesday, October 14, 2008 10:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: Senior Developer (Sydney/Australia)


** 
I guess the grass is always greener on the other side of the fence, no
matter where you live.

Rick


On Tue, Oct 14, 2008 at 8:28 AM, Matt Worsdell <[EMAIL PROTECTED]> wrote:


Amazing how the world over wants to emigrate to Australia and
the aussies
are all over here in London ;)


> I second this, I spent a 3 weeks in Australia vacation (1 wk
in Sydney,
> 1 wk in Melbourne and the rest at the reef and interior).  I'd
immigrate
> there without hesitation.  The people there are friendly all
over the
> country.  The food, scenery and bats were amazing.  If you can
go.
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow
> Sent: Tuesday, October 14, 2008 10:15 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Senior Developer (Sydney/Australia)
>
> I did 3 weeks of work in Sydney about 10 years ago.
>
> I'd jump on this in a heartbeat if it was remotely realistic
for me to
> do so :)
>
> If there's a lister who wants to head out to Sydney for a
couple years
> I'd HIGHLY encourage it.  It's probably the most friendly city
I've ever
> visited - and the most scenic.
>
>
> William Rentfrow
> Principal Consultant, StrataCom Inc.
> [EMAIL PROTECTED]
> 701-306-6157 C
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Gareth Oliver
> Sent: Monday, October 13, 2008 10:42 PM
> To: arslist@ARSLIST.ORG
> Subject: JOB: Senior Developer (Sydney/Australia)
>
> Hi all,
>
> A recruiter friend of mine is looking to fill a position based
in
> Sydney, Australia.
>
> The person she is looking for is "a permanent Remedy developer
for a
> client of mine. They are looking for a senior developer "
>
> Please contact her directly for any further questions.
>
> Lynne Fox
> Finite IT Recruitment Solutions
> [EMAIL PROTECTED]
> +61 2 8243 6818 (direct)
> +61 419 012 195 (mobile)
>
>

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>
>

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>

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>




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_

Re: Results List Drill Down

[Mac Rhoades]

Thanks again Rick. I have tried that and nothing that I can identify is
being shown in the logs either on the Server or on my User Tool logging.
Do you have access to a ARS 6.3/HelpDesk 6.0 environment, preferably Out
of the Box? If so, when you select the Search button on the HelpDesk
screen, you should get a list of tickets at the top(or wherever
configured) of the screen. If you point the mouse at one of the tickets
and click once, the data in the bottom of the screen will be updated.
That is the way I have tried to train the customers. One customer though
insists on double-clicking the mouse on a line in the list and then a
different view of the HelpDesk comes up. It's like when you go to the
doctor and tell him that it hurts when you do that, the doctor says,
don't do that.

 

Mac Rhoades

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Tuesday, October 14, 2008 12:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: Results List Drill Down

 

** 

If you turn on your Active Link and SQL logs while opening the record,
it should tell you what's being done to what.  At least then you'd know
what you're trying to find.

Rick

On Tue, Oct 14, 2008 at 9:00 AM, Mac Rhoades <[EMAIL PROTECTED]>
wrote:

** 

Rick,

Thanks for your response. I don't believe that it is a Table field. The
field is supposedly a Results List field (although not one created by me
or the people before me) that appears at the top of the screen (again,
in my site because you can have it at the bottom or side by side with
the data). It is the one that is controlled (what fields are viewed) in
the Form Properties/Results List Fields. In the View Properties section
of the Admin Tool, you can change the Results List Color and can change
the Initial Row Selection and select Data Chunking. I already know that
in 6.3, you cannot have results list fields which are specific to a
view. They are for the entire form, no matter how many views you have. I
found that when you create a Results List Field, it assigns a field ID
of 1020 and I cannot find that field ID in any view.

I realize Mahesh's advice would work on a table field but I don't
believe this is a table field and if it is, it is hidden well.

 

Mac Rhoades

Sr. Remedy Developer

IT Application Development

DataPath, Inc.

678-252-4364

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Tuesday, October 14, 2008 11:22 AM
To: arslist@ARSLIST.ORG
Subject: Re: Results List Drill Down

 

** 

Is it possible that it isn't a table field, but a Results List field?  I
seriously doubt it, but that's a possibility.  A slightly greater
possibility is that the field isn't on the views you're looking at.  A
much better possibility is that the table is hidden behind other table
fields - that's how HD 6 changed their view on the Support Console.

Once you find it, Mahesh's advice for a workaround is sound.

Rick

On Tue, Oct 14, 2008 at 7:51 AM, Mac Rhoades <[EMAIL PROTECTED]>
wrote:

** 

Mahesh, Ferdinand,

Thanks for replying but the Default View that is currently set up is the
Requester view. The view that is displaying when the line is
double-clicked in the Results List is the Support view which is the
original full view of HelpDesk 6.0 (although it has been customized at
my location for the IT group). The Support view IS set up as the Master.
Would that have anything to do with it? I cannot glean that out of the
documentation because it says that you normally need a Master and/or a
Default view or the system will select one for you.

 

Also, I cannot find this Results List as a table field in any HelpDesk
view so I cannot go into the properties to disable the Drill Down
option. If it is there somewhere it is well hidden. It comes up at the
top (in our views) when I select the Search button.

 

Mac Rhoades

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mahesh Chandra
Sent: Tuesday, October 14, 2008 10:10 AM
To: arslist@ARSLIST.ORG
Subject: Re: Results List Drill Down

 

** 

My 2 cents

 

1.  Open the Form in the admin tool, click Form - Manage Views and
you will see a Default View specified. 

 

2.  Disable the Drill Down option on the Table field and have an AL
fire on Return/Table Double click with an Open Window Action and the
view specified. If you want to open the default view, blank out the
view. Remedy will always open the default view if none is specified.

 

Thanks

Mahesh

On Tue, Oct 14, 2008 at 8:38 AM, Mac Rhoades <[EMAIL PROTECTED]>
wrote:

** 

I work in an environment with ARS 6.3 and HelpDesk 6.0. The HelpDesk has
been heavily customized with multiple views for different groups in the
company. I have seen this before but it has never been an issue until
now. 

When doing a search in HelpDesk, the Results list comes up depending on
the criteria of the search. When you select a line in the list with a
single

Re: HD 5.5 Application Documentation

[Tanner, Doug]

We have them; I will email them to you off the list
Doug

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Fossett, Darrel
Sent: Tuesday, October 14, 2008 11:26 AM
To: arslist@ARSLIST.ORG
Subject: HD 5.5 Application Documentation

We need a copy of the PDF docs for Help Desk change and asset version
5.5.  We had some old copies but I can not longer find them and I cant
find them on the BMC website.  Does anyone have them or know where I can
download them?

Thanks
Darrel Fossett
CSC
[EMAIL PROTECTED]

This email may contain material that is confidential, privileged, and/or
attorney work product for the sole use of the intended recipient.  Any
review, reliance, or distribution by others or forwarding without
express permission is strictly prohibited.  If you are not the intended
recipient, please contact the sender and delete all copies.


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only and is CONFIDENTIAL AND PROPRIETARY. If you are not the intended recipient 
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Re: Results List Drill Down

[Rick Cook]

I think we were all under the false impression that this was on one of the
consoles.  It seems that this is on the actual HD form, which changes things
some, since you're using a native split window of returned search results.

Is this on the User Tool or the web?  If it's the Web, you have more control
over the Results List on the form, because it's represented as an actual
field there, where it isn't on the UT.  If the UT, you may have to create an
AL to pop up a message saying "Don't do that, you flaming moron!" when a
user double-clicks on a record in the Results List.  For comic effect, you
could even have a Run Process play some funny and embarrassing sound effect
when (s)he does it.

Rick

On Tue, Oct 14, 2008 at 10:32 AM, Mac Rhoades <[EMAIL PROTECTED]> wrote:

> **
>
> Thanks again Rick. I have tried that and nothing that I can identify is
> being shown in the logs either on the Server or on my User Tool logging. Do
> you have access to a ARS 6.3/HelpDesk 6.0 environment, preferably Out of the
> Box? If so, when you select the Search button on the HelpDesk screen, you
> should get a list of tickets at the top(or wherever configured) of the
> screen. If you point the mouse at one of the tickets and click once, the
> data in the bottom of the screen will be updated. That is the way I have
> tried to train the customers. One customer though insists on double-clicking
> the mouse on a line in the list and then a different view of the HelpDesk
> comes up. It's like when you go to the doctor and tell him that it hurts
> when you do that, the doctor says, don't do that.
>
>
>
> *Mac Rhoades*
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Rick Cook
> *Sent:* Tuesday, October 14, 2008 12:11 PM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Results List Drill Down
>
>
>
> **
>
> If you turn on your Active Link and SQL logs while opening the record, it
> should tell you what's being done to what.  At least then you'd know what
> you're trying to find.
>
> Rick
>
> On Tue, Oct 14, 2008 at 9:00 AM, Mac Rhoades <[EMAIL PROTECTED]>
> wrote:
>
> **
>
> Rick,
>
> Thanks for your response. I don't believe that it is a Table field. The
> field is supposedly a Results List field (although not one created by me or
> the people before me) that appears at the top of the screen (again, in my
> site because you can have it at the bottom or side by side with the data).
> It is the one that is controlled (what fields are viewed) in the Form
> Properties/Results List Fields. In the View Properties section of the Admin
> Tool, you can change the Results List Color and can change the Initial Row
> Selection and select Data Chunking. I already know that in 6.3, you cannot
> have results list fields which are specific to a view. They are for the
> entire form, no matter how many views you have. I found that when you create
> a Results List Field, it assigns a field ID of 1020 and I cannot find that
> field ID in any view.
>
> I realize Mahesh's advice would work on a table field but I don't believe
> this is a table field and if it is, it is hidden well.
>
>
>
> *Mac Rhoades*
>
> Sr. Remedy Developer
>
> IT Application Development
>
> DataPath, Inc.
>
> 678-252-4364
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Rick Cook
> *Sent:* Tuesday, October 14, 2008 11:22 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Results List Drill Down
>
>
>
> **
>
> Is it possible that it isn't a table field, but a Results List field?  I
> seriously doubt it, but that's a possibility.  A slightly greater
> possibility is that the field isn't on the views you're looking at.  A much
> better possibility is that the table is hidden behind other table fields -
> that's how HD 6 changed their view on the Support Console.
>
> Once you find it, Mahesh's advice for a workaround is sound.
>
> Rick
>
> On Tue, Oct 14, 2008 at 7:51 AM, Mac Rhoades <[EMAIL PROTECTED]>
> wrote:
>
> **
>
> Mahesh, Ferdinand,
>
> Thanks for replying but the Default View that is currently set up is the
> Requester view. The view that is displaying when the line is double-clicked
> in the Results List is the Support view which is the original full view of
> HelpDesk 6.0 (although it has been customized at my location for the IT
> group). The Support view IS set up as the Master. Would that have anything
> to do with it? I cannot glean that out of the documentation because it says
> that you normally need a Master and/or a Default view or the system will
> select one for you.
>
>
>
> Also, I cannot find this Results List as a table field in any HelpDesk view
> so I cannot go into the properties to disable the Drill Down option. If it
> is there somewhere it is well hidden. It comes up at the top (in our views)
> when I select the Search button.
>
>
>
> *Mac Rhoades*
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf

Re: HD 5.5 Application Documentation

[Rick Cook]

Already took care of it, Doug.  Thanks, though!

Rick

On Tue, Oct 14, 2008 at 10:34 AM, Tanner, Doug
<[EMAIL PROTECTED]>wrote:

> We have them; I will email them to you off the list
> Doug
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Fossett, Darrel
> Sent: Tuesday, October 14, 2008 11:26 AM
> To: arslist@ARSLIST.ORG
> Subject: HD 5.5 Application Documentation
>
> We need a copy of the PDF docs for Help Desk change and asset version
> 5.5.  We had some old copies but I can not longer find them and I cant
> find them on the BMC website.  Does anyone have them or know where I can
> download them?
>
> Thanks
> Darrel Fossett
> CSC
> [EMAIL PROTECTED]
>
> This email may contain material that is confidential, privileged, and/or
> attorney work product for the sole use of the intended recipient.  Any
> review, reliance, or distribution by others or forwarding without
> express permission is strictly prohibited.  If you are not the intended
> recipient, please contact the sender and delete all copies.
>
> 
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
>
>
> DISCLAIMER Important! This message is intended for the above named
> person(s) only and is CONFIDENTIAL AND PROPRIETARY. If you are not the
> intended recipient of this e-mail and have received it in error, please
> immediately notify the sender by return email and then delete it from your
> mailbox. This message may be protected by the attorney-client privilege
> and/or work product doctrine.  Accessing, copying, disseminating or re-using
> any of the information contained in this e-mail by anyone other than the
> intended recipient is strictly prohibited. Finally, you should check this
> email and any attachments for the presence of viruses, as the sender accepts
> no liability for any damage caused by any virus transmitted by this email.
>  Thank you.
>
>
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Re: upgrade to unicode - 7.1

[Misi Mladoniczky]

Hi Raido,

I have only done this by:
1. installing a new system
2. importing the def-file
3. copying all the data between old and new server with RRR|Chive (except
the User-form)

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

> Hi,
>
> Just got a response from BMC that they do not support an upgrade of a
> non-unicode database to unicode. Just wanted to get some feedback if
> anyone
> has ever tried this and if it worked. Are there no other options than
> rebuilding the system? Any lessons learned would be appreciated.
>
> Thanks,
>
> Raido
>
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>
> --
> This message was scanned by ESVA and is believed to be clean.
>
>

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Re: Results List Drill Down

[Grooms, Frederick W]

What about changing the default view for the form?   It sounds like
double clicking the row in the Results list is opening the Default view
of the form.  In the Admin tool do:  Form -> Manage Views  and change
which view is the default.
 
Fred



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mac Rhoades
Sent: Tuesday, October 14, 2008 12:32 PM
To: arslist@ARSLIST.ORG
Subject: Re: Results List Drill Down



Thanks again Rick. I have tried that and nothing that I can identify is
being shown in the logs either on the Server or on my User Tool logging.
Do you have access to a ARS 6.3/HelpDesk 6.0 environment, preferably Out
of the Box? If so, when you select the Search button on the HelpDesk
screen, you should get a list of tickets at the top(or wherever
configured) of the screen. If you point the mouse at one of the tickets
and click once, the data in the bottom of the screen will be updated.
That is the way I have tried to train the customers. One customer though
insists on double-clicking the mouse on a line in the list and then a
different view of the HelpDesk comes up. It's like when you go to the
doctor and tell him that it hurts when you do that, the doctor says,
don't do that.

 

Mac Rhoades

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Tuesday, October 14, 2008 12:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: Results List Drill Down

 

If you turn on your Active Link and SQL logs while opening the record,
it should tell you what's being done to what.  At least then you'd know
what you're trying to find.

Rick



 On Tue, Oct 14, 2008 at 9:00 AM, Mac Rhoades <[EMAIL PROTECTED]>
wrote:

 Rick,

Thanks for your response. I don't believe that it is a Table field. The
field is supposedly a Results List field (although not one created by me
or the people before me) that appears at the top of the screen (again,
in my site because you can have it at the bottom or side by side with
the data). It is the one that is controlled (what fields are viewed) in
the Form Properties/Results List Fields. In the View Properties section
of the Admin Tool, you can change the Results List Color and can change
the Initial Row Selection and select Data Chunking. I already know that
in 6.3, you cannot have results list fields which are specific to a
view. They are for the entire form, no matter how many views you have. I
found that when you create a Results List Field, it assigns a field ID
of 1020 and I cannot find that field ID in any view.

I realize Mahesh's advice would work on a table field but I don't
believe this is a table field and if it is, it is hidden well.

 

Mac Rhoades

Sr. Remedy Developer

IT Application Development

DataPath, Inc.

678-252-4364

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Tuesday, October 14, 2008 11:22 AM
To: arslist@ARSLIST.ORG
Subject: Re: Results List Drill Down

Is it possible that it isn't a table field, but a Results List field?  I
seriously doubt it, but that's a possibility.  A slightly greater
possibility is that the field isn't on the views you're looking at.  A
much better possibility is that the table is hidden behind other table
fields - that's how HD 6 changed their view on the Support Console.

Once you find it, Mahesh's advice for a workaround is sound.

Rick



 On Tue, Oct 14, 2008 at 7:51 AM, Mac Rhoades <[EMAIL PROTECTED]>
wrote: 

Mahesh, Ferdinand,

Thanks for replying but the Default View that is currently set up is the
Requester view. The view that is displaying when the line is
double-clicked in the Results List is the Support view which is the
original full view of HelpDesk 6.0 (although it has been customized at
my location for the IT group). The Support view IS set up as the Master.
Would that have anything to do with it? I cannot glean that out of the
documentation because it says that you normally need a Master and/or a
Default view or the system will select one for you.

 

Also, I cannot find this Results List as a table field in any HelpDesk
view so I cannot go into the properties to disable the Drill Down
option. If it is there somewhere it is well hidden. It comes up at the
top (in our views) when I select the Search button.

 

Mac Rhoades

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mahesh Chandra
Sent: Tuesday, October 14, 2008 10:10 AM
To: arslist@ARSLIST.ORG
Subject: Re: Results List Drill Down

 

** 

My 2 cents

 

1.  Open the Form in the admin tool, click Form - Manage Views and
you will see a Default View specified. 

 

2.  Disable the Drill Down option on the Table field and have an AL
fire on Return/Table Double click with an Open Window Action and the
view specified. If you want to open the default view, blank out the
vie

Re: Results List Drill Down

[Mac Rhoades]

Fred,

I have already tried that but it did not work, although that sounds like
it should. Thanks anyway.

 

Mac Rhoades

Sr. Remedy Developer

IT Application Development

DataPath, Inc.

678-252-4364

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: Tuesday, October 14, 2008 2:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: Results List Drill Down

 

** 

What about changing the default view for the form?   It sounds like
double clicking the row in the Results list is opening the Default view
of the form.  In the Admin tool do:  Form -> Manage Views  and change
which view is the default.

 

Fred

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mac Rhoades
Sent: Tuesday, October 14, 2008 12:32 PM
To: arslist@ARSLIST.ORG
Subject: Re: Results List Drill Down

Thanks again Rick. I have tried that and nothing that I can identify is
being shown in the logs either on the Server or on my User Tool logging.
Do you have access to a ARS 6.3/HelpDesk 6.0 environment, preferably Out
of the Box? If so, when you select the Search button on the HelpDesk
screen, you should get a list of tickets at the top(or wherever
configured) of the screen. If you point the mouse at one of the tickets
and click once, the data in the bottom of the screen will be updated.
That is the way I have tried to train the customers. One customer though
insists on double-clicking the mouse on a line in the list and then a
different view of the HelpDesk comes up. It's like when you go to the
doctor and tell him that it hurts when you do that, the doctor says,
don't do that.

 

Mac Rhoades

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Tuesday, October 14, 2008 12:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: Results List Drill Down

 

If you turn on your Active Link and SQL logs while opening the record,
it should tell you what's being done to what.  At least then you'd know
what you're trying to find.

Rick



 On Tue, Oct 14, 2008 at 9:00 AM, Mac Rhoades <[EMAIL PROTECTED]>
wrote:

 Rick,

Thanks for your response. I don't believe that it is a Table field. The
field is supposedly a Results List field (although not one created by me
or the people before me) that appears at the top of the screen (again,
in my site because you can have it at the bottom or side by side with
the data). It is the one that is controlled (what fields are viewed) in
the Form Properties/Results List Fields. In the View Properties section
of the Admin Tool, you can change the Results List Color and can change
the Initial Row Selection and select Data Chunking. I already know that
in 6.3, you cannot have results list fields which are specific to a
view. They are for the entire form, no matter how many views you have. I
found that when you create a Results List Field, it assigns a field ID
of 1020 and I cannot find that field ID in any view.

I realize Mahesh's advice would work on a table field but I don't
believe this is a table field and if it is, it is hidden well.

 

Mac Rhoades

Sr. Remedy Developer

IT Application Development

DataPath, Inc.

678-252-4364

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Tuesday, October 14, 2008 11:22 AM
To: arslist@ARSLIST.ORG
Subject: Re: Results List Drill Down

Is it possible that it isn't a table field, but a Results List field?  I
seriously doubt it, but that's a possibility.  A slightly greater
possibility is that the field isn't on the views you're looking at.  A
much better possibility is that the table is hidden behind other table
fields - that's how HD 6 changed their view on the Support Console.

Once you find it, Mahesh's advice for a workaround is sound.

Rick



 On Tue, Oct 14, 2008 at 7:51 AM, Mac Rhoades <[EMAIL PROTECTED]>
wrote: 

Mahesh, Ferdinand,

Thanks for replying but the Default View that is currently set up is the
Requester view. The view that is displaying when the line is
double-clicked in the Results List is the Support view which is the
original full view of HelpDesk 6.0 (although it has been customized at
my location for the IT group). The Support view IS set up as the Master.
Would that have anything to do with it? I cannot glean that out of the
documentation because it says that you normally need a Master and/or a
Default view or the system will select one for you.

 

Also, I cannot find this Results List as a table field in any HelpDesk
view so I cannot go into the properties to disable the Drill Down
option. If it is there somewhere it is well hidden. It comes up at the
top (in our views) when I select the Search button.

 

Mac Rhoades

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mahesh Chandra
Sent: Tuesday, October 14

Spell Checker

[Begosh, Kevin]

Has anyone created some form of spell checker workflow inside of remedy
that has worked with Microsoft Office 2003 and Microsoft 2007.
 

Kevin Begosh, RSP

 


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Re: PERFORM-ACTION-APPLY ver 6.3

[Sanford, Claire]

The PERFORM-ACTION-APPLY is the Remedy OOTB workflow.

The Window Open with Details Only should work, but it isn't.  I'll give
it a try with the Commit Change action.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Misi Mladoniczky
Sent: Tuesday, October 14, 2008 1:34 PM
To: arslist@ARSLIST.ORG
Subject: Re: PERFORM-ACTION-APPLY ver 6.3

Hi,

The Window Open with Details Only should work. At least in Windows User
Tool, and very likely in Mid-Tier as well.

I do not know what you need the PERFORM-ACTION-APPLY for though... Why
not
use the more modern Commit Changes action?

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

> I know I have asked this question before.  I looked for a reply that
> would work and didn't find any.  I have asked Support and not received
> an answer that works.  I've even read the manuals and SO I am asking
it
> again.
>
>
> The Run Process is  -   PERFORM-ACTION-APPLY
>
> It pulls the ticket up in a results list and my customers just want to
> see the ticket the way it used to pull up in HD 4.  How do I tell the
> workflow to just display the ticket and not to display the results
list
> with just the one ticket.   I do not have "show results list only"
> checked in the Options menu.
>
> I tried creating an AL with an Open Window Action that has
> Window Type:  Modify
> Display Type:   Detail Only
> Target Location:   New
>
> But this does not work either.
>
> I have tried taking the old workflow and using it in this version, but
> it doesn't work.
>
> ( 'Change ID+' !=  $NULL$ ) AND ($OPERATION$ =  "QUERY" )
>
>  Start active link processing -- Operation - On Return
>  For Schema - HPD:HelpDesk
>  Linked to field - Case ID+ (1)
>  On screen type - QUERY
>  Checking HPD:HPD-ShowCase01 (1)
>  -> Failed qualification
>  Checking HPD:HPD-ShowCase02 (2)
>  -> Passed qualification -- perform if actions
>   0: Run Process
>
>
>  Start active link processing -- Operation - On Return
>  For Schema - CHG:Change
>  Linked to field - Change ID+ (1)
>  On screen type - QUERY
>  Checking CHG:CHG-ShowChange01 (1)
>  -> Failed qualification
>  Checking CHG:CHG-ShowChange02 (2)
>  -> Passed qualification -- perform if actions
>   0: Run Process
>
>
> ARS 6.3 Patch 21
> HD 6.0
> Oracle 10 w/9 libraries
> Oracle on a remote server
> Windows 2003 4 gig on app server and 8 gig on DB server
>
>
>
> Claire Sanford
> Information Systems Division
> Memorial Hermann Healthcare System
> Phone: 713 448 6035
> [EMAIL PROTECTED]
>
>
>
>

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>
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Re: Spell Checker

[Frank, Gordon M. (CMS/CTR)]

Check out the following:

 

http://developer.bmc.com/communities/message/17150

 

 

Gordon M. Frank

Remedy Skilled Professional

ITIL V3 Certified

Lockheed Martin

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Begosh, Kevin
Sent: Tuesday, October 14, 2008 2:41 PM
To: arslist@ARSLIST.ORG
Subject: Spell Checker

 

Has anyone created some form of spell checker workflow inside of remedy
that has worked with Microsoft Office 2003 and Microsoft 2007.

 

Kevin Begosh, RSP

 

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Job: Remedy - Washington DC - Permanent - Kforce

[Kitchen, Joshua T]

Dear List,
 
In short we are basically looking for someone who can do a out of the
box upgrade from 5.x to 7.x and then be on support and sustainment.
 
OFFICIAL DETAILS:

This individual shall provide development and implementation support of
a BMC REMEDY Information Technology Service Management (ITSM) suite. We
are currently implementing a next generation managed service center,
with multiple customers. Applicant will be required to provide services
across the following ITSM modules: Service Desk; Asset Management;
Change Management; Knowledge Management and Service Level Management.  
 
Location:  Washington DC
 
Industry:  Government/Federal
 
Authorization Status:  US Citizens Only
 
Duration:  Permanent OR Contract-to-Perm
 
Salary:  $80,000-90,000
 
Team Size:  4

Background and Experience: (including education, skills, work
activities) 
*  Upgrading from REMEDY 5.x to 7.x 
o REMEDY Development 
o Developing and enhancing REMEDY ITSM existing workflows.  
o Upgrading and maintaining REMEDY applications on SQL. 
o Preparing system documentation on revised applications along with
knowledge sharing. 
* Daily Responsibility 
o Diagnosing and repairing problems within the REMEDY system affecting
customers. 
o Creating and administering accounts for REMEDY applications. 
o Providing high level support to end users. 
* REMEDY Administration 
o Manage license issuance and tracking. 
o Manage support and development licenses. 
o Application Configuration 
* Reporting 
o Maintaining and creating REMEDY reports according to user
specifications. 
o Publish reports. 
* Maintain performance measurement reports. 
(a) Minimum required: 
* 5+ years as a REMEDY Administrator/Developer. 
* Programming experience with ARS & ARS related applications. 
* Proficiency in upgrading REMEDY to new major versions. 
* Experience working with SQL databases. 
* Excellent customer service skills and strong interpersonal skills. 
* Capability to self-direct, self-motivate, and act as a REMEDY mentor
to the team. 
* Bachelor's Degree, or equivalent experience, in Computer Science or
related field. 

(b) Desired: 
* Proficiency in upgrading REMEDY to new major versions. 
* Experience with older versions of REMEDY. 
* Experience consolidating multiple instances of ARS into single entity
solutions. 
* Experience supporting multiple customers   
 

Joshua Kitchen
Recruiter
Kforce Technology Staffing 
Two Prestige Place
Suite 350
Miamisburg, Ohio 45342
937.449.1749 Office
937.461.6888 Fax 
937.416.3456 Cell 
   
Search Dayton, Ohio Jobs today!  http://www.kforce.com/tech-jobs-Ohio
 

   

Great People = Great Results(r)
Confidentiality Notice: This email message, including any attachments,
is for the sole use of the intended recipient(s) and may contain
confidential and/or privileged information.  Any unauthorized review,
use, disclosure or distribution is prohibited.  If you are not the
intended recipient, please contact the sender by reply email and destroy
all copies of the original.

 

 

 

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<><><><>

Re: Results List Drill Down

[Jason Miller]

The UT is using the the view that is set in Tools > Options > Advanced >
Default Form View.  I remember seeing some Run Macro active links that
changed the view when you opened different consoles (Management, Asset
Management, etc) in previous versions of ITSM.  These may have been a
customization where I was working but I seem to remember the OOTB ITSM 6
asset management console setting the Manager view when you opened it.  You
could create an AL that does a Run Macro to set the view.WARNING:  there
has been talk for years that macros are going away and they also do not work
in Mid-Tier.  I thought there was a Run Process for setting the view but I
can't seem to find it in the documentation.

Below is the contents of a macro named SetView-Support.arq:

Set View - Support
Default-View:Support
end

Here is one named SetView-Prompt.arq that prompts the user for the view to
set (probably won't work in an AL but works great when called manually from
the macro bar):

Set View -  Prompt
Default-View:$Enter View Name$
end

NOTE: I think you need a hard return after line three so there are actually
4 lines in these files.

I have a few of these macros for quickly switching from the Support view to
the Administrator view when troubleshooting issues.  For example if I am
looking at a HD ticket in Support view and I want to see all of the fields,
I pick the Set View - Admin macro from the macro bar and double click the
record in the Results List just like you are describing and it opens in the
Administrator view.

Another solution that I have used in the past is to capture the "submitting
view" in a field at submit time and using the value of that field in Open
Windows active links to open the record in the view it was submitted in (we
were using CHG:Change for different processes with different views).  It is
however very tricky to get this to work smoothly with double clicking on the
Results List as you are looking to do, I have yet to completely master it in
a clean manner.  Let me know if you getting it working well :-)

One last thing that I have not tried is using Run Process in AL's to set the
view in the user's preference record (PERFORM-ACTION-SET-PREFERENCE) and
then another Run Process to get the updated preference
(PERFORM-ACTION-GET-PREFERENCE).  Maybe a PERFORM-ACTION-REFRESH-PREFERENCE
somewhere in the mix would help?

Hopefully this gives you some ideas.

Jason



On Tue, Oct 14, 2008 at 11:28 AM, Mac Rhoades <[EMAIL PROTECTED]> wrote:

> **
>
> Fred,
>
> I have already tried that but it did not work, although that sounds like it
> should. Thanks anyway.
>
>
>
> *Mac Rhoades*
>
> Sr. Remedy Developer
>
> IT Application Development
>
> DataPath, Inc.
>
> 678-252-4364
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Grooms, Frederick W
> *Sent:* Tuesday, October 14, 2008 2:16 PM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Results List Drill Down
>
>
>
> **
>
> What about changing the default view for the form?   It sounds like double
> clicking the row in the Results list is opening the Default view of the
> form.  In the Admin tool do:  Form -> Manage Views  and change which view is
> the default.
>
>
>
> Fred
>
>
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Mac Rhoades
> *Sent:* Tuesday, October 14, 2008 12:32 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Results List Drill Down
>
> Thanks again Rick. I have tried that and nothing that I can identify is
> being shown in the logs either on the Server or on my User Tool logging. Do
> you have access to a ARS 6.3/HelpDesk 6.0 environment, preferably Out of the
> Box? If so, when you select the Search button on the HelpDesk screen, you
> should get a list of tickets at the top(or wherever configured) of the
> screen. If you point the mouse at one of the tickets and click once, the
> data in the bottom of the screen will be updated. That is the way I have
> tried to train the customers. One customer though insists on double-clicking
> the mouse on a line in the list and then a different view of the HelpDesk
> comes up. It's like when you go to the doctor and tell him that it hurts
> when you do that, the doctor says, don't do that.
>
>
>
> *Mac Rhoades*
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Rick Cook
> *Sent:* Tuesday, October 14, 2008 12:11 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Results List Drill Down
>
>
>
> If you turn on your Active Link and SQL logs while opening the record, it
> should tell you what's being done to what.  At least then you'd know what
> you're trying to find.
>
> Rick
>   --
>
>  On Tue, Oct 14, 2008 at 9:00 AM, Mac Rhoades <[EMAIL PROTECTED]>
> wrote:
>
>  Rick,
>
> Thanks for your response. I don't believe that it is a Table field. The
> field is supposedly a Results List fi

Re: Senior Developer (Sydney/Australia)

[Matt Worsdell]

Amazing how the world over wants to emigrate to Australia and the aussies
are all over here in London ;)

> I second this, I spent a 3 weeks in Australia vacation (1 wk in Sydney,
> 1 wk in Melbourne and the rest at the reef and interior).  I'd immigrate
> there without hesitation.  The people there are friendly all over the
> country.  The food, scenery and bats were amazing.  If you can go.
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow
> Sent: Tuesday, October 14, 2008 10:15 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Senior Developer (Sydney/Australia)
>
> I did 3 weeks of work in Sydney about 10 years ago.
>
> I'd jump on this in a heartbeat if it was remotely realistic for me to
> do so :)
>
> If there's a lister who wants to head out to Sydney for a couple years
> I'd HIGHLY encourage it.  It's probably the most friendly city I've ever
> visited - and the most scenic.
>
>
> William Rentfrow
> Principal Consultant, StrataCom Inc.
> [EMAIL PROTECTED]
> 701-306-6157 C
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Gareth Oliver
> Sent: Monday, October 13, 2008 10:42 PM
> To: arslist@ARSLIST.ORG
> Subject: JOB: Senior Developer (Sydney/Australia)
>
> Hi all,
>
> A recruiter friend of mine is looking to fill a position based in
> Sydney, Australia.
>
> The person she is looking for is "a permanent Remedy developer for a
> client of mine. They are looking for a senior developer "
>
> Please contact her directly for any further questions.
>
> Lynne Fox
> Finite IT Recruitment Solutions
> [EMAIL PROTECTED]
> +61 2 8243 6818 (direct)
> +61 419 012 195 (mobile)
>
> 
> ___
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Re: Results List Drill Down

[Rick Cook]

Is it possible that it isn't a table field, but a Results List field?  I
seriously doubt it, but that's a possibility.  A slightly greater
possibility is that the field isn't on the views you're looking at.  A much
better possibility is that the table is hidden behind other table fields -
that's how HD 6 changed their view on the Support Console.

Once you find it, Mahesh's advice for a workaround is sound.

Rick

On Tue, Oct 14, 2008 at 7:51 AM, Mac Rhoades <[EMAIL PROTECTED]> wrote:

> **
>
> Mahesh, Ferdinand,
>
> Thanks for replying but the Default View that is currently set up is the
> Requester view. The view that is displaying when the line is double-clicked
> in the Results List is the Support view which is the original full view of
> HelpDesk 6.0 (although it has been customized at my location for the IT
> group). The Support view IS set up as the Master. Would that have anything
> to do with it? I cannot glean that out of the documentation because it says
> that you normally need a Master and/or a Default view or the system will
> select one for you.
>
>
>
> Also, I cannot find this Results List as a table field in any HelpDesk view
> so I cannot go into the properties to disable the Drill Down option. If it
> is there somewhere it is well hidden. It comes up at the top (in our views)
> when I select the Search button.
>
>
>
> *Mac Rhoades*
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Mahesh Chandra
> *Sent:* Tuesday, October 14, 2008 10:10 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Results List Drill Down
>
>
>
> **
>
> My 2 cents
>
>
>
> 1.  Open the Form in the admin tool, click Form - Manage Views and you
> will see a Default View specified.
>
>
>
> 2.  Disable the Drill Down option on the Table field and have an AL
> fire on Return/Table Double click with an Open Window Action and the view
> specified. If you want to open the default view, blank out the view. Remedy
> will always open the default view if none is specified.
>
>
>
> Thanks
>
> Mahesh
>
> On Tue, Oct 14, 2008 at 8:38 AM, Mac Rhoades <[EMAIL PROTECTED]>
> wrote:
>
> **
>
> I work in an environment with ARS 6.3 and HelpDesk 6.0. The HelpDesk has
> been heavily customized with multiple views for different groups in the
> company. I have seen this before but it has never been an issue until now.
>
> When doing a search in HelpDesk, the Results list comes up depending on the
> criteria of the search. When you select a line in the list with a single
> click, the resulting HelpDesk ticket is displayed using the correct view,
> again depending on what group the customer belongs to. That is all well and
> good. The problem that I have is that if you double-click on a line in the
> Results list, the original view (in this case, the IT HelpDesk view) comes
> up and not the view that the customer should see.
>
> I have looked in the documentation and can find nothing. Where in the Admin
> tool or workflow can I make a change so that I consistently get the correct
> view or can anything be done at all?
>
>
>
> Thanks,
>
> Mac Rhoades
>
>
>
> Disclaimer for DataPath
>
>
>
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Re: Spell Checker

[Joe DeSouza]

I have been using Firefox for a while and it works great with its built in 
spell checker.. The only issue I have come across with Firefox is that the 
column names of columns in table fields is not displayed. So you do not get to 
see the names of the columns of table fields. But if you are already used to 
the application you have been using for months/years, and do not need to see 
the column names, then you wont have an issue.. Else if your users are new they 
might have an issue with that..

Have you guys noticed the same thing too that I am ie. the column names on 
table fields does not appear for some reason on Firefox? I have the latest and 
the greatest version of Firefox and by this evening I will have the latest and 
greatest version of the Remedy Mid-Tier but according to the release notes no 
such problem has been fixed as yet. They did fix a problem of images not 
appearing like they should in Firefox in Patch 5

Cheers

Joe


- Original Message 
From: "Frank, Gordon M. (CMS/CTR)" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Tuesday, October 14, 2008 2:59:56 PM
Subject: Re: Spell Checker

**  
Check out the following:
 
http://developer.bmc.com/communities/message/17150
 
 
Gordon M. Frank
Remedy Skilled Professional
ITIL V3 Certified
Lockheed Martin
 


 
From:Action Request
System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Begosh, 
Kevin
Sent: Tuesday, October 14, 2008
2:41 PM
To: arslist@ARSLIST.ORG
Subject: Spell Checker
 
Has anyone created some form of spell checker workflow
inside of remedy that has worked with Microsoft Office 2003 and Microsoft 2007.
 
Kevin Begosh, RSP



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Re: Results List Drill Down

[Grooms, Frederick W]

To set the default view you should be able to use:
PERFORM-ACTION-SET-PREFERENCE 20117 "" 
20117 = Default Form View



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Jason Miller
Sent: Tuesday, October 14, 2008 2:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: Results List Drill Down


** 
The UT is using the the view that is set in Tools > Options > Advanced >
Default Form View.  I remember seeing some Run Macro active links that
changed the view when you opened different consoles (Management, Asset
Management, etc) in previous versions of ITSM.  These may have been a
customization where I was working but I seem to remember the OOTB ITSM 6
asset management console setting the Manager view when you opened it.
You could create an AL that does a Run Macro to set the view.
WARNING:  there has been talk for years that macros are going away and
they also do not work in Mid-Tier.  I thought there was a Run Process
for setting the view but I can't seem to find it in the documentation.

Below is the contents of a macro named SetView-Support.arq:

Set View - Support
Default-View:Support
end

Here is one named SetView-Prompt.arq that prompts the user for the view
to set (probably won't work in an AL but works great when called
manually from the macro bar):

Set View -  Prompt
Default-View:$Enter View Name$
end

NOTE: I think you need a hard return after line three so there are
actually 4 lines in these files.

I have a few of these macros for quickly switching from the Support view
to the Administrator view when troubleshooting issues.  For example if I
am looking at a HD ticket in Support view and I want to see all of the
fields, I pick the Set View - Admin macro from the macro bar and double
click the record in the Results List just like you are describing and it
opens in the Administrator view.

Another solution that I have used in the past is to capture the
"submitting view" in a field at submit time and using the value of that
field in Open Windows active links to open the record in the view it was
submitted in (we were using CHG:Change for different processes with
different views).  It is however very tricky to get this to work
smoothly with double clicking on the Results List as you are looking to
do, I have yet to completely master it in a clean manner.  Let me know
if you getting it working well :-)

One last thing that I have not tried is using Run Process in AL's to set
the view in the user's preference record (PERFORM-ACTION-SET-PREFERENCE)
and then another Run Process to get the updated preference
(PERFORM-ACTION-GET-PREFERENCE).  Maybe a
PERFORM-ACTION-REFRESH-PREFERENCE somewhere in the mix would help?

Hopefully this gives you some ideas.

Jason




On Tue, Oct 14, 2008 at 11:28 AM, Mac Rhoades <[EMAIL PROTECTED]>
wrote:


** 

Fred,

I have already tried that but it did not work, although that
sounds like it should. Thanks anyway.

 

Mac Rhoades

Sr. Remedy Developer

IT Application Development

DataPath, Inc.

678-252-4364

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: Tuesday, October 14, 2008 2:16 PM 

To: arslist@ARSLIST.ORG
Subject: Re: Results List Drill Down



 

** 

What about changing the default view for the form?   It sounds
like double clicking the row in the Results list is opening the Default
view of the form.  In the Admin tool do:  Form -> Manage Views  and
change which view is the default.

 

Fred

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mac Rhoades
Sent: Tuesday, October 14, 2008 12:32 PM
To: arslist@ARSLIST.ORG
Subject: Re: Results List Drill Down

Thanks again Rick. I have tried that and nothing that I can
identify is being shown in the logs either on the Server or on my User
Tool logging. Do you have access to a ARS 6.3/HelpDesk 6.0 environment,
preferably Out of the Box? If so, when you select the Search button on
the HelpDesk screen, you should get a list of tickets at the top(or
wherever configured) of the screen. If you point the mouse at one of the
tickets and click once, the data in the bottom of the screen will be
updated. That is the way I have tried to train the customers. One
customer though insists on double-clicking the mouse on a line in the
list and then a different view of the HelpDesk comes up. It's like when
you go to the doctor and tell him that it hurts when you do that, the
doctor says, don't do that.

 

Mac Rhoades

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Tuesday, October 14, 2008 12:11 PM
To: arslist@ARSLIST.O

Re: Spell Checker

[Begosh, Kevin]

I am referring to this with the use of the AR User tool, not the mid
tier.  I built something that works when I use it but I had someone else
use it and it kind of runs in the back ground and they have to bring it
up to see it.  Also it goes through more than once when it should not.
 

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 Joe DeSouza
Sent: Tuesday, October 14, 2008 3:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: Spell Checker


** 
I have been using Firefox for a while and it works great with its built
in spell checker.. The only issue I have come across with Firefox is
that the column names of columns in table fields is not displayed. So
you do not get to see the names of the columns of table fields. But if
you are already used to the application you have been using for
months/years, and do not need to see the column names, then you wont
have an issue.. Else if your users are new they might have an issue with
that..

Have you guys noticed the same thing too that I am ie. the column names
on table fields does not appear for some reason on Firefox? I have the
latest and the greatest version of Firefox and by this evening I will
have the latest and greatest version of the Remedy Mid-Tier but
according to the release notes no such problem has been fixed as yet.
They did fix a problem of images not appearing like they should in
Firefox in Patch 5

Cheers

Joe 

- Original Message 
From: "Frank, Gordon M. (CMS/CTR)" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Tuesday, October 14, 2008 2:59:56 PM
Subject: Re: Spell Checker

** 

Check out the following:

 

http://developer.bmc.com/communities/message/17150

 

 

Gordon M. Frank

Remedy Skilled Professional

ITIL V3 Certified

Lockheed Martin

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Begosh, Kevin
Sent: Tuesday, October 14, 2008 2:41 PM
To: arslist@ARSLIST.ORG
Subject: Spell Checker

 

Has anyone created some form of spell checker workflow inside of remedy
that has worked with Microsoft Office 2003 and Microsoft 2007.

 

Kevin Begosh, RSP


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Re: escalation

[Shellman, David]

Jase,
 
Take a really close look at the log.  The escalation is NOT firing.  You
need to take a really close look at the qualification with the
Escalation.  I think that an escalation without a qualification will not
fire as it is like executing an unqualified search if you have that
disallowed.
 
Dave



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Jase Brandon
Sent: Saturday, October 11, 2008 12:43 PM
To: arslist@ARSLIST.ORG
Subject: Re: escalation


** 
Hello All,
I am totally perplexed - I have tried every suggestion on this thread.
Added a display only field to the target form - changed the filter to
use 'TR.OPERATION' = "Run Managed OS" after the escalation does a set
fields and sets the 'OPERATION' field to "Run Managed OS". I checked
permissions, changed my escalation pool to be #1, as it was NULL.
I can't figure out why this escalation is failing. 
If I change the OPERATION field to read/write, then manually enter "Run
Managed OS", workflow fires and everything works as expected.
I have tweeked this thing every which way but loose, and it just won't
work.
I still get the below. with Failed Qualification error. Does anyone have
an idea as to why this thing is failing qualification? 
 
   
  /* Sat Oct 11 2008 12:35:00.0980 */Checking
+QTS:HPD:Template:ManagedOSAutoCreateNEW (enabled) : ready to fire now
on +QTS-HPD:Template
   
 --> Failed qualification
 
Thanks to All,
 
 
Jase

On Fri, Oct 10, 2008 at 4:12 PM, Danaceau, Chris
<[EMAIL PROTECTED]> wrote:


** 
Rick we do this all the time.   I use a read-only check box
field on my target form.  The escalation set's the field to "Yes" given
the right conditions.  The filter logic is:
 
'TR.CheckBoxField' = "Yes"
 

-- 

Chris Danaceau

This e-mail and its attachments are confidential and solely for
the intended addressee(s). Do not share or use them without Fannie Mae's
approval. If received in error, contact the sender and delete them.

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Trevino, Rick
Sent: Friday, October 10, 2008 12:20 PM 

To: arslist@ARSLIST.ORG
Subject: Re: escalation


** 

Brian, would that not run every time someone modifies the
record?





From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Brien Dieterle
Sent: Friday, October 10, 2008 11:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: escalation

 

** 

No qualification on the filter; it is just "on modify".  I set
the display-only field to $date$ for no particular reason other than
that it triggers the "on modify" filter :-).  

Brien

On Fri, Oct 10, 2008 at 8:56 AM, Trevino, Rick
<[EMAIL PROTECTED]> wrote:

** 

Brien, once your escalation runs, what is the qualification you
are using for the filter. Are you using the date field you set in the
qualification ? AR 7.0.1 patch 6

Thanks !

 





From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Brien Dieterle
Sent: Friday, October 10, 2008 10:42 AM


To: arslist@ARSLIST.ORG
Subject: Re: escalation

 

** 

I have a filter that executes On Modify.  So I have an
escalation that sets a field to $DATE$ to trigger the modify action.
This sounds like what you are doing, so I'm not sure why it doesn't
work.   I'm even setting a display-only field and it still works.  AR
7.1 patch 003

Brien

On Fri, Oct 10, 2008 at 8:30 AM, Trevino, Rick
<[EMAIL PROTECTED]> wrote:

** 

Good morning everyone,

Does anyone know how to trigger a filter from an escalation,

I have tried to set up a flag and set it with an escalation so
it can modify the form, to trigger the filter on modify and it does not
work, but if I modified the form manually it will kick off the filter.

Has anyone had to do this before,

Thanks Rick

 

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Re: Spell Checker

[Subash Biswas]

Kevin:
I used the OLE spell check described in Integrating with Plug-ins and
Third-Party Products Guide 700 pg272. It works just fine with ARS
7.0.1p004 WUT and MS Word 2003.

It transfers contents of any selected field to MS Word; spell check is
performed by MS Word pop-up and values returned to the specific field.
IIRC there was an option to have the spell checker show or work in
background.

Web users can rely on Firefox, or download ieSpell plugin for IE(free)
or download and customize solutions like Keyoti RapidSpell (free for
trial). Please feel free to contact me if offline if you have any
questions, thanks,

Subash Biswas

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Support sites link to view/modify issues not working?

[Joe DeSouza]

This is what I get in a prompt when I login to support and click on the 
View/Update Issue link

Caught exception :inMenudef is null

Last time I got a similar error was about a couple of weeks ago and was told 
they were upgrading the application with new def files. Something wrong again?

Joe



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AD question

[Shafqat Ayaz]

Hi List

A question on AD sync. Is it possible that when an account gets deleted in AD, 
it can be deleted in Remedy as well? Or can this be done only manually?
 
Many thanks
 
shafqat




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Re: AD question

[Rick Cook]

Sure, it's possible.  I don't think I'd delete it in Remedy, though, I'd
just mark it as offline or something.  I generally recommend having 3
separate actions on the AD sync - adds, changes, and deletes.

Rick

On Tue, Oct 14, 2008 at 1:36 PM, Shafqat Ayaz <[EMAIL PROTECTED]> wrote:

> ** Hi List
>
> A question on AD sync. Is it possible that when an account gets deleted in
> AD, it can be deleted in Remedy as well? Or can this be done only manually?
>
> Many thanks
>
> shafqat
>
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Re: AD question

[Roger Justice]

To create an account is easy where login does not exist in Remedy and it does 
exist in AD. If you mark for deleted in AD and then run an escalation you can 
mark the Remedy entry for deletion. If you cannot do it this way if you can 
provide the qualification for does not exist in AD and then mark the Remedy 
entry for deletion you can. Remember that this escalation will 
run against all entries in Remedy and do a table scan in AD.

-Original Message-
From: Shafqat Ayaz <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Tue, 14 Oct 2008 3:36 pm
Subject: AD question


** 




Hi List


A question on AD sync. Is it possible that when an account gets deleted in AD, 
it can be deleted in Remedy as well? Or can this be done only manually?

?

Many thanks

?

shafqat





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Re: Senior Developer (Sydney/Australia)

[Evans.Randy]

I second this, I spent a 3 weeks in Australia vacation (1 wk in Sydney,
1 wk in Melbourne and the rest at the reef and interior).  I'd immigrate
there without hesitation.  The people there are friendly all over the
country.  The food, scenery and bats were amazing.  If you can go.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow
Sent: Tuesday, October 14, 2008 10:15 AM
To: arslist@ARSLIST.ORG
Subject: Re: Senior Developer (Sydney/Australia)

I did 3 weeks of work in Sydney about 10 years ago.

I'd jump on this in a heartbeat if it was remotely realistic for me to
do so :)

If there's a lister who wants to head out to Sydney for a couple years
I'd HIGHLY encourage it.  It's probably the most friendly city I've ever
visited - and the most scenic.


William Rentfrow
Principal Consultant, StrataCom Inc.
[EMAIL PROTECTED]
701-306-6157 C

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Gareth Oliver
Sent: Monday, October 13, 2008 10:42 PM
To: arslist@ARSLIST.ORG
Subject: JOB: Senior Developer (Sydney/Australia)

Hi all,
 
A recruiter friend of mine is looking to fill a position based in
Sydney, Australia. 

The person she is looking for is "a permanent Remedy developer for a
client of mine. They are looking for a senior developer "

Please contact her directly for any further questions.

Lynne Fox
Finite IT Recruitment Solutions
[EMAIL PROTECTED]
+61 2 8243 6818 (direct)
+61 419 012 195 (mobile)


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AL Question

[Mayfield, Andy L.]

I have an AL that fires on a selection field. The AL does a set field
action, uses the Current Screen, and should take the value from a
character field ($Field$) and place it in another character field. 

$Field$ has a drop down menu to pull it's available options.   When the
AL fires, I get the menu options for $Field$ instead of the value that's
currently in the field. 

I have this same setup on another form and it works great. I am
perplexed as to what might be going on with this one.

ARS 7.0.01 
MSSQL 

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

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HD 5.5 Application Documentation

[Fossett, Darrel]

We need a copy of the PDF docs for Help Desk change and asset version
5.5.  We had some old copies but I can not longer find them and I cant
find them on the BMC website.  Does anyone have them or know where I can
download them?

Thanks
Darrel Fossett
CSC
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Re: Spell Checker

[Susan Palmer]

Check out http://tinyspell.m6.net/

It's free and works while you're typing in Remedy fields.  There is also a
$$ version but if I recall that one exposes passwords, not a good idea.

Susan




On Tue, Oct 14, 2008 at 3:22 PM, Subash Biswas <[EMAIL PROTECTED]>wrote:

> Kevin:
> I used the OLE spell check described in Integrating with Plug-ins and
> Third-Party Products Guide 700 pg272. It works just fine with ARS
> 7.0.1p004 WUT and MS Word 2003.
>
> It transfers contents of any selected field to MS Word; spell check is
> performed by MS Word pop-up and values returned to the specific field.
> IIRC there was an option to have the spell checker show or work in
> background.
>
> Web users can rely on Firefox, or download ieSpell plugin for IE(free)
> or download and customize solutions like Keyoti RapidSpell (free for
> trial). Please feel free to contact me if offline if you have any
> questions, thanks,
>
> Subash Biswas
>
>
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Re: AL Question

[LJ Longwing]

I'm not sure I understand what you mean 'I get the menu options for
$Field$', could you elaborate? 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
Sent: Tuesday, October 14, 2008 3:06 PM
To: arslist@ARSLIST.ORG
Subject: AL Question

I have an AL that fires on a selection field. The AL does a set field
action, uses the Current Screen, and should take the value from a character
field ($Field$) and place it in another character field. 

$Field$ has a drop down menu to pull it's available options.   When the
AL fires, I get the menu options for $Field$ instead of the value that's
currently in the field. 

I have this same setup on another form and it works great. I am perplexed as
to what might be going on with this one.

ARS 7.0.01
MSSQL 

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


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Re: Senior Developer (Sydney/Australia)

[Rick Cook]

I guess the grass is always greener on the other side of the fence, no
matter where you live.

Rick

On Tue, Oct 14, 2008 at 8:28 AM, Matt Worsdell <[EMAIL PROTECTED]> wrote:

> Amazing how the world over wants to emigrate to Australia and the aussies
> are all over here in London ;)
>
> > I second this, I spent a 3 weeks in Australia vacation (1 wk in Sydney,
> > 1 wk in Melbourne and the rest at the reef and interior).  I'd immigrate
> > there without hesitation.  The people there are friendly all over the
> > country.  The food, scenery and bats were amazing.  If you can go.
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
> > [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow
> > Sent: Tuesday, October 14, 2008 10:15 AM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: Senior Developer (Sydney/Australia)
> >
> > I did 3 weeks of work in Sydney about 10 years ago.
> >
> > I'd jump on this in a heartbeat if it was remotely realistic for me to
> > do so :)
> >
> > If there's a lister who wants to head out to Sydney for a couple years
> > I'd HIGHLY encourage it.  It's probably the most friendly city I've ever
> > visited - and the most scenic.
> >
> >
> > William Rentfrow
> > Principal Consultant, StrataCom Inc.
> > [EMAIL PROTECTED]
> > 701-306-6157 C
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
> > [mailto:[EMAIL PROTECTED] On Behalf Of Gareth Oliver
> > Sent: Monday, October 13, 2008 10:42 PM
> > To: arslist@ARSLIST.ORG
> > Subject: JOB: Senior Developer (Sydney/Australia)
> >
> > Hi all,
> >
> > A recruiter friend of mine is looking to fill a position based in
> > Sydney, Australia.
> >
> > The person she is looking for is "a permanent Remedy developer for a
> > client of mine. They are looking for a senior developer "
> >
> > Please contact her directly for any further questions.
> >
> > Lynne Fox
> > Finite IT Recruitment Solutions
> > [EMAIL PROTECTED]
> > +61 2 8243 6818 (direct)
> > +61 419 012 195 (mobile)
> >
> > 
> > ___
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> >
> > 
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Re: AL Question

[Mayfield, Andy L.]

$Field$ is tied to a search menu and has a predetermined set of values
to pull from. 

When my AL fires, instead of grabbing the value that's currently in
$Field$, it pulls up the menu options for the $Field$.

Example: 

Lets say that $Field$ is set the value of 1 on the current form. When
the AL fires, instead of grabbing the value "1" it pulls up the menu for
$Field$, something like 1, 2, 3, 4 for me to chose. If I chose one of
the options, it does go ahead and place that value in the field, but I
need it to grab the value already in the $Field$ field.

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 LJ Longwing
Sent: Tuesday, October 14, 2008 4:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: AL Question

I'm not sure I understand what you mean 'I get the menu options for
$Field$', could you elaborate? 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
Sent: Tuesday, October 14, 2008 3:06 PM
To: arslist@ARSLIST.ORG
Subject: AL Question

I have an AL that fires on a selection field. The AL does a set field
action, uses the Current Screen, and should take the value from a
character
field ($Field$) and place it in another character field. 

$Field$ has a drop down menu to pull it's available options.   When the
AL fires, I get the menu options for $Field$ instead of the value that's
currently in the field. 

I have this same setup on another form and it works great. I am
perplexed as
to what might be going on with this one.

ARS 7.0.01
MSSQL 

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



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Re: AL Question

[Grooms, Frederick W]

It sounds like the AL is getting the "If Multiple Requests Match"
Display a List option.  Check your Set Fields Run-If condition to make
sure you are trying to select the value you want.  If there are more
than 1 record that matches your selection criteria you may need to
change to the Use First Matching option.

Fred

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
Sent: Tuesday, October 14, 2008 4:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: AL Question

$Field$ is tied to a search menu and has a predetermined set of values
to pull from. 

When my AL fires, instead of grabbing the value that's currently in
$Field$, it pulls up the menu options for the $Field$.

Example: 

Lets say that $Field$ is set the value of 1 on the current form. When
the AL fires, instead of grabbing the value "1" it pulls up the menu for
$Field$, something like 1, 2, 3, 4 for me to chose. If I chose one of
the options, it does go ahead and place that value in the field, but I
need it to grab the value already in the $Field$ field.

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 LJ Longwing
Sent: Tuesday, October 14, 2008 4:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: AL Question

I'm not sure I understand what you mean 'I get the menu options for
$Field$', could you elaborate? 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
Sent: Tuesday, October 14, 2008 3:06 PM
To: arslist@ARSLIST.ORG
Subject: AL Question

I have an AL that fires on a selection field. The AL does a set field
action, uses the Current Screen, and should take the value from a
character
field ($Field$) and place it in another character field. 

$Field$ has a drop down menu to pull it's available options.   When the
AL fires, I get the menu options for $Field$ instead of the value that's
currently in the field. 

I have this same setup on another form and it works great. I am
perplexed as
to what might be going on with this one.

ARS 7.0.01
MSSQL 

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

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Re: AL Question

[Mayfield, Andy L.]

Since I am using the CURRENT SCREEN options, The Multiple Requests Match
options are grayed out.

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 Grooms, Frederick W
Sent: Tuesday, October 14, 2008 4:32 PM
To: arslist@ARSLIST.ORG
Subject: Re: AL Question

It sounds like the AL is getting the "If Multiple Requests Match"
Display a List option.  Check your Set Fields Run-If condition to make
sure you are trying to select the value you want.  If there are more
than 1 record that matches your selection criteria you may need to
change to the Use First Matching option.

Fred

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
Sent: Tuesday, October 14, 2008 4:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: AL Question

$Field$ is tied to a search menu and has a predetermined set of values
to pull from. 

When my AL fires, instead of grabbing the value that's currently in
$Field$, it pulls up the menu options for the $Field$.

Example: 

Lets say that $Field$ is set the value of 1 on the current form. When
the AL fires, instead of grabbing the value "1" it pulls up the menu for
$Field$, something like 1, 2, 3, 4 for me to chose. If I chose one of
the options, it does go ahead and place that value in the field, but I
need it to grab the value already in the $Field$ field. 

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Re: PERFORM-ACTION-APPLY ver 6.3

[Misi Mladoniczky]

Hi,

The Window Open with Details Only should work. At least in Windows User
Tool, and very likely in Mid-Tier as well.

I do not know what you need the PERFORM-ACTION-APPLY for though... Why not
use the more modern Commit Changes action?

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

> I know I have asked this question before.  I looked for a reply that
> would work and didn't find any.  I have asked Support and not received
> an answer that works.  I've even read the manuals and SO I am asking it
> again.
>
>
> The Run Process is  -   PERFORM-ACTION-APPLY
>
> It pulls the ticket up in a results list and my customers just want to
> see the ticket the way it used to pull up in HD 4.  How do I tell the
> workflow to just display the ticket and not to display the results list
> with just the one ticket.   I do not have "show results list only"
> checked in the Options menu.
>
> I tried creating an AL with an Open Window Action that has
> Window Type:  Modify
> Display Type:   Detail Only
> Target Location:   New
>
> But this does not work either.
>
> I have tried taking the old workflow and using it in this version, but
> it doesn't work.
>
> ( 'Change ID+' !=  $NULL$ ) AND ($OPERATION$ =  "QUERY" )
>
>  Start active link processing -- Operation - On Return
>  For Schema - HPD:HelpDesk
>  Linked to field - Case ID+ (1)
>  On screen type - QUERY
>  Checking HPD:HPD-ShowCase01 (1)
>  -> Failed qualification
>  Checking HPD:HPD-ShowCase02 (2)
>  -> Passed qualification -- perform if actions
>   0: Run Process
>
>
>  Start active link processing -- Operation - On Return
>  For Schema - CHG:Change
>  Linked to field - Change ID+ (1)
>  On screen type - QUERY
>  Checking CHG:CHG-ShowChange01 (1)
>  -> Failed qualification
>  Checking CHG:CHG-ShowChange02 (2)
>  -> Passed qualification -- perform if actions
>   0: Run Process
>
>
> ARS 6.3 Patch 21
> HD 6.0
> Oracle 10 w/9 libraries
> Oracle on a remote server
> Windows 2003 4 gig on app server and 8 gig on DB server
>
>
>
> Claire Sanford
> Information Systems Division
> Memorial Hermann Healthcare System
> Phone: 713 448 6035
> [EMAIL PROTECTED]
>
>
>
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>
> --
> This message was scanned by ESVA and is believed to be clean.
>
>

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Results List Drill Down

[Mac Rhoades]

I work in an environment with ARS 6.3 and HelpDesk 6.0. The HelpDesk has
been heavily customized with multiple views for different groups in the
company. I have seen this before but it has never been an issue until
now. 

When doing a search in HelpDesk, the Results list comes up depending on
the criteria of the search. When you select a line in the list with a
single click, the resulting HelpDesk ticket is displayed using the
correct view, again depending on what group the customer belongs to.
That is all well and good. The problem that I have is that if you
double-click on a line in the Results list, the original view (in this
case, the IT HelpDesk view) comes up and not the view that the customer
should see. 

I have looked in the documentation and can find nothing. Where in the
Admin tool or workflow can I make a change so that I consistently get
the correct view or can anything be done at all?

 

Thanks,

Mac Rhoades

 

Disclaimer for DataPath

This electronic message, together with any attachments, is intended exclusively 
for the individual or entity to which it is addressed. 
This communication may contain information that is privileged or confidential 
and is the intellectual property of the sender.  
If you are not the named addressee, you are expressly prohibited from reading, 
printing, retaining, copying, distributing or disseminating this message or any 
part of it or any attachments or any information contained therein.  
Doing so may be actionable under state or federal laws.  
If you have received this message in error, please notify the sender 
immediately either by phone (866-855-3800) or reply to this e-mail and 
immediately delete all copies of this message and any attachments.

 

All electronic messages and attachments sent and received are subject to 
monitoring, reading and archival by DataPath.  
The recipient of this electronic message is responsible for ensuring that it 
and any attachments are free from "viruses" or other software or defects that 
may affect any computer system into which it is received or opened.  

DataPath accepts no responsibility for any damage that may arise from the 
receipt or use of this electronic message or any attachments.

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EIE Copy Mapping Error

[Drew Shuller]

Hello everyone,

When trying to copy a Data Mapping in EIE, the system returns this error:
Set fields active link running a process failed
EIE:DataMapping Error[90]: Cannot establish a network connection to the AR
System server
EIE:DataMapping Error[90]: Cannot establish a network connection to the AR
System server (ARERR 1603)

I pulled the command line for that AL out of a log and ran it in a shell,
but we get the same error. We even finangled the command line by putting
in different values for the password, ect, but still have the same
message. This appears to be the only place where we get this kind of
message. Any ideas would be much appreciated!

Drew Shuller
Taylor, TX

EIE version - hard to tell, there's no entry in the Application_Properties
foem
AR Server 7.0.01 Patch 008
AIX 5.3
Oracle 10.2.0.3.0

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Re: Results List Drill Down

[Mac Rhoades]

Mahesh, Ferdinand,

Thanks for replying but the Default View that is currently set up is the
Requester view. The view that is displaying when the line is
double-clicked in the Results List is the Support view which is the
original full view of HelpDesk 6.0 (although it has been customized at
my location for the IT group). The Support view IS set up as the Master.
Would that have anything to do with it? I cannot glean that out of the
documentation because it says that you normally need a Master and/or a
Default view or the system will select one for you.

 

Also, I cannot find this Results List as a table field in any HelpDesk
view so I cannot go into the properties to disable the Drill Down
option. If it is there somewhere it is well hidden. It comes up at the
top (in our views) when I select the Search button.

 

Mac Rhoades

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mahesh Chandra
Sent: Tuesday, October 14, 2008 10:10 AM
To: arslist@ARSLIST.ORG
Subject: Re: Results List Drill Down

 

** 

My 2 cents

 

1.  Open the Form in the admin tool, click Form - Manage Views and
you will see a Default View specified. 

 

2.  Disable the Drill Down option on the Table field and have an AL
fire on Return/Table Double click with an Open Window Action and the
view specified. If you want to open the default view, blank out the
view. Remedy will always open the default view if none is specified.

 

Thanks

Mahesh

On Tue, Oct 14, 2008 at 8:38 AM, Mac Rhoades <[EMAIL PROTECTED]>
wrote:

** 

I work in an environment with ARS 6.3 and HelpDesk 6.0. The HelpDesk has
been heavily customized with multiple views for different groups in the
company. I have seen this before but it has never been an issue until
now. 

When doing a search in HelpDesk, the Results list comes up depending on
the criteria of the search. When you select a line in the list with a
single click, the resulting HelpDesk ticket is displayed using the
correct view, again depending on what group the customer belongs to.
That is all well and good. The problem that I have is that if you
double-click on a line in the Results list, the original view (in this
case, the IT HelpDesk view) comes up and not the view that the customer
should see. 

I have looked in the documentation and can find nothing. Where in the
Admin tool or workflow can I make a change so that I consistently get
the correct view or can anything be done at all?

 

Thanks,

Mac Rhoades

 

Disclaimer for DataPath
 
This electronic message, together with any attachments, is intended
exclusively for the individual or entity to which it is addressed. 
This communication may contain information that is privileged or
confidential and is the intellectual property of the sender.  
If you are not the named addressee, you are expressly prohibited from
reading, printing, retaining, copying, distributing or disseminating
this message or any part of it or any attachments or any information
contained therein.  
Doing so may be actionable under state or federal laws.  
If you have received this message in error, please notify the sender
immediately either by phone (866-855-3800) or reply to this e-mail and
immediately delete all copies of this message and any attachments.
 
 
 
All electronic messages and attachments sent and received are subject to
monitoring, reading and archival by DataPath.  
The recipient of this electronic message is responsible for ensuring
that it and any attachments are free from "viruses" or other software or
defects that may affect any computer system into which it is received or
opened.  
 
DataPath accepts no responsibility for any damage that may arise from
the receipt or use of this electronic message or any attachments.

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ARSlist: "Where the Answers Are" html___ 

 

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Re: AL Question

[Mayfield, Andy L.]

Ok, after painfully going through and turning off all other AL's, I have
discovered that I apparently have a conflict somewhere. I guess I get go
turn them on one by one now. Oh Joy!

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 Mayfield, Andy L.
Sent: Tuesday, October 14, 2008 4:42 PM
To: arslist@ARSLIST.ORG
Subject: Re: AL Question

Since I am using the CURRENT SCREEN options, The Multiple Requests Match
options are grayed out.

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 Grooms, Frederick W
Sent: Tuesday, October 14, 2008 4:32 PM
To: arslist@ARSLIST.ORG
Subject: Re: AL Question

It sounds like the AL is getting the "If Multiple Requests Match"
Display a List option.  Check your Set Fields Run-If condition to make
sure you are trying to select the value you want.  If there are more
than 1 record that matches your selection criteria you may need to
change to the Use First Matching option.

Fred

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
Sent: Tuesday, October 14, 2008 4:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: AL Question

$Field$ is tied to a search menu and has a predetermined set of values
to pull from. 

When my AL fires, instead of grabbing the value that's currently in
$Field$, it pulls up the menu options for the $Field$.

Example: 

Lets say that $Field$ is set the value of 1 on the current form. When
the AL fires, instead of grabbing the value "1" it pulls up the menu for
$Field$, something like 1, 2, 3, 4 for me to chose. If I chose one of
the options, it does go ahead and place that value in the field, but I
need it to grab the value already in the $Field$ field. 


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*** WARUG-Fri 24 October 2008-8:00AM to 1:00PM-Mclean VA-BAH Auditorium ***

[Betina Lose]

Dear ARSListers -

 

This is a reminder of our upcoming Washington D.C. Area Remedy Users Group
(WARUG) meeting on Friday 24 October 2008 again at the Booz Allen Hamilton
building in Mclean, VA.  The agenda has been finalized as follows:

 

   9:00 - 9:15Betina Lose,  WARUG Chairperson,  Welcome

 

   9:15 - 10:00 Jeff Mikulas, BMC,"Identity Management w/ Service
Request Management"

 

  10:00 - 10:15Break

  10:15 - 11:00Mark Herring,  Abydos, "Analyzing, Documenting,
Editing and Graphically Presenting 

 
Workflow Rules with Abydos Analyser"

 

  11:00 - 11:45David Quinn, BMC, "BMC Remedy Updates (ARS 7.5
Update, Recent Acquisitions, New Pricing Model,

 
General Sizing Guidelines, Things to Consider when Installing ITSM 7, Q&A)"

 

  11:45 - 12:00 Betina Lose, Meeting Close

 

If you think you'll attend, please let me know by 20 October 2008 in order
to get you on the BAH access list and have a badge made for you.  

 

Looking forward to seeing everyone on Friday, 24 October.

 

--BL

 

The Washington D.C. Area Remedy Users Group (WARUG) is a an organization for
anyone interested in the BMC Remedy products and tools.  See www.warug.org .



Betina Lose, President/Software Engineer

Certified Remedy Skilled Professional (5.1.2, 6.3, 7.0)

Certified ITIL V3 Foundation

Bleeding Edge Technologies, LLC

18411 Kingsmill Street

Leesburg, VA 20176

 

Chairperson, WARUG

www.warug.org

 

 


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[no subject]

[Joe DeSouza]

I got a couple of listers complain to me that the font they receive my emails 
in is not very legible. On seeing a screen capture that one of them sent me I 
completely agree..


The weird thing however is that I am composing and sending my emails using a 
regular Times New Roman font size 10. I do not know where and how this 
conversion might be happening. I am wondering if this is impacting all of you 
or just some of you. In any case I apologize for any inconvenience caused while 
reading my emails in the format they seem to be going out in.

Would some of you care to reply to me and let me know if you are receiving this 
email in a font other than Times New Roman? I would also appreciate a response 
from those actually receiving it in Times New Roman format.

I have a small reason to believe this font conversion might be happening for 
those of you who are using Lotus Notes, as I think this same conversion occurs 
on mails sent to one of my customer here on site who uses Lotus Notes.

I can send a screen shot of how outgoing emails appear on my browser
before I send them for those interested in helping me find out how this
is happening.. I tried to send the image on posting an hour ago and it bounced 
back because of the size of the email..

Cheers

Joe



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Re: Remedy Developer Position (ITSM 7.x) Tuscaloosa, AL

[Timothy Powell]

Rick Cook.

I was hoping that "Tuscaloosa" caught your attention and that you would take
the rate cut in order to enjoy Dreamland BBQ whenever you want.

 

;-)

 

Tim

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Timothy Powell
Sent: Thursday, October 09, 2008 4:35 PM
To: arslist@ARSLIST.ORG
Subject: OT: Remedy Developer Position (ITSM 7.x) Tuscaloosa, AL

 

** 

KPBS, Inc. is looking to immediately fill a positon for: Remedy
DEVELOPER/Engineer

 

TYPE: Contract Position

 

TERM: 1 year with possible extensions

 

PROVIOSIONS: Contractor must be able to pass a Moderate Risk Level-Public
Trust background check

 

LOCATION: Client site is in Tuscaloosa, AL. 
Contractor will be required to report to work on client site every work day.
Customer is looking for a "local" resource, so travel to-from Tuscaloosa is
not reimbursed. In other words, if you want to live in Texas and fly to
Tuscaloosa on Sundays and fly home Friday nights, that will be your choice
but also at your expense. You'd probably be better off relocating to the
area (Tuscaloosa/Birmingham) and thus reducing your expenses. There will be
times when travel to client sites other than Tuscaloosa is required, but
that will be rare. When required to travel to client sites other than
Tuscaloosa, T&E will be reimbursed per client travel policy.

 

RESPONSIBILITIES:  Responsible for the effective system administration and
operations of Remedy Action Request (AR) 7.x environment and related
systems.  This includes design, develop, test, install, upgrade, implement
and support of all Remedy based applications.

 

REQUIREMENTS:  

* 3 years system administration experience with
the Remedy AR system version 6x or greater in a medium to complex
environment

* 1 year Implementing, configuring and
customizing ITSM 7.x, preferably in the Change Management area

* Verifiable customer recommendations

* Strong interpersonal skills with ability to
work effectively with customers, employees, teams, and all levels of
management

* Strong written and verbal communication skills

* Strong analytical and troubleshooting skills

* Organized, detail-oriented, self-starter

* ITIL Foundations certified

 

ADDITIONAL PREFERRED SKILLS: Knowledge of Crystal Enterprise/Reports, BMC
Analytics, BMC Dashboards, SLM, web services, mid-tier, Remedy Knowledge
Management.   

 

TRAVEL: Minimal

 

Rate:  $75/hr

 

If you are interested, contact me OFF LIST at
 [EMAIL PROTECTED]

 

Regards,

 

Timothy Powell

Vice President

KPBS, Inc.

 

 

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Re: Remedy Developer Position (ITSM 7.x) Tuscaloosa, AL

[Rick Cook]

Well, that is tempting, but I'll be working in Dallas for a while, and the
BBQ there is pretty good, too.

Rick

On Tue, Oct 14, 2008 at 6:37 PM, Timothy Powell <
[EMAIL PROTECTED]> wrote:

> **
>
> Rick Cook.
>
> I was hoping that "Tuscaloosa" caught your attention and that you would
> take the rate cut in order to enjoy Dreamland BBQ whenever you want.
>
>
>
> ;-)
>
>
>
> Tim
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Timothy Powell
> *Sent:* Thursday, October 09, 2008 4:35 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* OT: Remedy Developer Position (ITSM 7.x) Tuscaloosa, AL
>
>
>
> **
>
> *KPBS, Inc. is looking to immediately fill a positon for: Remedy
> DEVELOPER/Engineer*
>
>
>
> *TYPE:* Contract Position
>
>
>
> *TERM:* 1 year with possible extensions
>
>
>
> *PROVIOSIONS:* Contractor must be able to pass a Moderate Risk
> Level-Public Trust background check
>
>
>
> *LOCATION:* Client site is in Tuscaloosa, AL.
> Contractor will be required to report to work on client site every work
> day. Customer is looking for a "local" resource, so travel to-from
> Tuscaloosa is not reimbursed. In other words, if you want to live in Texas
> and fly to Tuscaloosa on Sundays and fly home Friday nights, that will be
> your choice but also at your expense. You'd probably be better off
> relocating to the area (Tuscaloosa/Birmingham) and thus reducing your
> expenses. There will be times when travel to client sites other than
> Tuscaloosa is required, but that will be rare. When required to travel to
> client sites other than Tuscaloosa, T&E will be reimbursed per client travel
> policy.
>
>
>
> *RESPONSIBILITIES:*  Responsible for the effective system administration
> and operations of Remedy Action Request (AR) 7.x environment and related
> systems.  This includes design, develop, test, install, upgrade, implement
> and support of all Remedy based applications.
>
>
>
> *REQUIREMENTS:  *
>
> · 3 years system administration experience
> with the Remedy AR system version 6x or greater in a medium to complex
> environment
>
> · 1 year Implementing, configuring and
> customizing ITSM 7.x, preferably in the Change Management area
>
> · Verifiable customer recommendations
>
> · Strong interpersonal skills with ability to
> work effectively with customers, employees, teams, and all levels of
> management
>
> · Strong written and verbal communication
> skills
>
> · Strong analytical and troubleshooting skills
>
> · Organized, detail-oriented, self-starter
>
> · ITIL Foundations certified
>
>
>
> *ADDITIONAL PREFERRED SKILLS: *Knowledge of Crystal Enterprise/Reports,
> BMC Analytics, BMC Dashboards, SLM, web services, mid-tier, Remedy Knowledge
> Management.
>
>
>
> *TRAVEL:* Minimal
>
>
>
> *Rate:*  $75/hr
>
>
>
> If you are interested, contact me *OFF LIST *at
> [EMAIL PROTECTED]
>
>
>
> Regards,
>
>
>
> Timothy Powell
>
> Vice President
>
> KPBS, Inc.
>
>
>
>
>
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Re: Remedy Developer Position (ITSM 7.x) Tuscaloosa, AL

[Timothy Powell]

I hear ya'! I was only hoping!

 

I all seriousness folks, this gig is still open.

Long term engagement with probable extension.

$75/hr is a starting rate. We could go a little higher depending on your
expertise.

 

Regards,

Tim

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Tuesday, October 14, 2008 10:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Developer Position (ITSM 7.x) Tuscaloosa, AL

 

** 

Well, that is tempting, but I'll be working in Dallas for a while, and the
BBQ there is pretty good, too.

Rick

On Tue, Oct 14, 2008 at 6:37 PM, Timothy Powell
<[EMAIL PROTECTED]> wrote:

** 

Rick Cook.

I was hoping that "Tuscaloosa" caught your attention and that you would take
the rate cut in order to enjoy Dreamland BBQ whenever you want.

 

;-)

 

Tim

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Timothy Powell
Sent: Thursday, October 09, 2008 4:35 PM
To: arslist@ARSLIST.ORG
Subject: OT: Remedy Developer Position (ITSM 7.x) Tuscaloosa, AL

 

** 

KPBS, Inc. is looking to immediately fill a positon for: Remedy
DEVELOPER/Engineer

 

TYPE: Contract Position

 

TERM: 1 year with possible extensions

 

PROVIOSIONS: Contractor must be able to pass a Moderate Risk Level-Public
Trust background check

 

LOCATION: Client site is in Tuscaloosa, AL. 
Contractor will be required to report to work on client site every work day.
Customer is looking for a "local" resource, so travel to-from Tuscaloosa is
not reimbursed. In other words, if you want to live in Texas and fly to
Tuscaloosa on Sundays and fly home Friday nights, that will be your choice
but also at your expense. You'd probably be better off relocating to the
area (Tuscaloosa/Birmingham) and thus reducing your expenses. There will be
times when travel to client sites other than Tuscaloosa is required, but
that will be rare. When required to travel to client sites other than
Tuscaloosa, T&E will be reimbursed per client travel policy.

 

RESPONSIBILITIES:  Responsible for the effective system administration and
operations of Remedy Action Request (AR) 7.x environment and related
systems.  This includes design, develop, test, install, upgrade, implement
and support of all Remedy based applications.

 

REQUIREMENTS:  

* 3 years system administration experience with
the Remedy AR system version 6x or greater in a medium to complex
environment

* 1 year Implementing, configuring and
customizing ITSM 7.x, preferably in the Change Management area

* Verifiable customer recommendations

* Strong interpersonal skills with ability to
work effectively with customers, employees, teams, and all levels of
management

* Strong written and verbal communication skills

* Strong analytical and troubleshooting skills

* Organized, detail-oriented, self-starter

* ITIL Foundations certified

 

ADDITIONAL PREFERRED SKILLS: Knowledge of Crystal Enterprise/Reports, BMC
Analytics, BMC Dashboards, SLM, web services, mid-tier, Remedy Knowledge
Management.   

 

TRAVEL: Minimal

 

Rate:  $75/hr

 

If you are interested, contact me OFF LIST at
 [EMAIL PROTECTED]

 

Regards,

 

Timothy Powell

Vice President

KPBS, Inc.

 

 

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[no subject]

[Axton]

Use plain text and don't worry about it.

Axton Grams

On Tue, Oct 14, 2008 at 9:28 PM, Joe DeSouza <[EMAIL PROTECTED]> wrote:
> **
> I got a couple of listers complain to me that the font they receive my
> emails in is not very legible. On seeing a screen capture that one of them
> sent me I completely agree..
>
> The weird thing however is that I am composing and sending my emails using a
> regular Times New Roman font size 10. I do not know where and how this
> conversion might be happening. I am wondering if this is impacting all of
> you or just some of you. In any case I apologize for any inconvenience
> caused while reading my emails in the format they seem to be going out in.
>
> Would some of you care to reply to me and let me know if you are receiving
> this email in a font other than Times New Roman? I would also appreciate a
> response from those actually receiving it in Times New Roman format.
>
> I have a small reason to believe this font conversion might be happening for
> those of you who are using Lotus Notes, as I think this same conversion
> occurs on mails sent to one of my customer here on site who uses Lotus
> Notes.
>
> I can send a screen shot of how outgoing emails appear on my browser before
> I send them for those interested in helping me find out how this is
> happening.. I tried to send the image on posting an hour ago and it bounced
> back because of the size of the email..
>
> Cheers
>
> Joe
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Re: AD question

[Rohini Prasher]

Do you have any attribute in AD that is set to some particular value, before a 
record is deleted in AD.

If yes you can create an intermediate form, having a table field based on 
vendor form on AD. This table field should check for this, delete  attribute. 
After it you can do table looping to set status of records to "Delete" in 
people form.

Regards,
Rohini Prasher

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Roger Justice
Sent: Wednesday, October 15, 2008 2:14 AM
To: arslist@ARSLIST.ORG
Subject: Re: AD question

** To create an account is easy where login does not exist in Remedy and it 
does exist in AD. If you mark for deleted in AD and then run an escalation you 
can mark the Remedy entry for deletion. If you cannot do it this way if you can 
provide the qualification for does not exist in AD and then mark the Remedy 
entry for deletion you can. Remember that this escalation will
run against all entries in Remedy and do a table scan in AD.

-Original Message-
From: Shafqat Ayaz <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Tue, 14 Oct 2008 3:36 pm
Subject: AD question
**
Hi List

A question on AD sync. Is it possible that when an account gets deleted in AD, 
it can be deleted in Remedy as well? Or can this be done only manually?

Many thanks

shafqat


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OT: Some receive emails from me with an odd font....

[Joe DeSouza]

I can't because I am using Yahoo to communicate with the ARS List and the only 
choices I  have to choose from there are some of the standard fonts. I'll look 
up advanced options on Yahoo to see if they support plain text emails.

Joe


- Original Message 
From: Axton <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Tuesday, October 14, 2008 11:47:07 PM
Subject: 

Use plain text and don't worry about it.

Axton Grams

On Tue, Oct 14, 2008 at 9:28 PM, Joe DeSouza <[EMAIL PROTECTED]> wrote:
> **
> I got a couple of listers complain to me that the font they receive my
> emails in is not very legible. On seeing a screen capture that one of them
> sent me I completely agree..
>
> The weird thing however is that I am composing and sending my emails using a
> regular Times New Roman font size 10. I do not know where and how this
> conversion might be happening. I am wondering if this is impacting all of
> you or just some of you. In any case I apologize for any inconvenience
> caused while reading my emails in the format they seem to be going out in.
>
> Would some of you care to reply to me and let me know if you are receiving
> this email in a font other than Times New Roman? I would also appreciate a
> response from those actually receiving it in Times New Roman format.
>
> I have a small reason to believe this font conversion might be happening for
> those of you who are using Lotus Notes, as I think this same conversion
> occurs on mails sent to one of my customer here on site who uses Lotus
> Notes.
>
> I can send a screen shot of how outgoing emails appear on my browser before
> I send them for those interested in helping me find out how this is
> happening.. I tried to send the image on posting an hour ago and it bounced
> back because of the size of the email..
>
> Cheers
>
> Joe




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Re: Some receive emails from me with an odd font....

[Redick, Kevin]

In the web based yahoo mail systems (both classic and their 'new mail')
to the right of the subject line there should be a spot where it says
"Plain Text" click on this and it will convert the email your composing
to plain text.

--Kevin 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: Wednesday, October 15, 2008 12:46 AM
To: arslist@ARSLIST.ORG
Subject: OT: Some receive emails from me with an odd font


** 
I can't because I am using Yahoo to communicate with the ARS List and
the only choices I  have to choose from there are some of the standard
fonts. I'll look up advanced options on Yahoo to see if they support
plain text emails.

Joe 

- Original Message 
From: Axton <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Tuesday, October 14, 2008 11:47:07 PM
Subject: 

Use plain text and don't worry about it.

Axton Grams

On Tue, Oct 14, 2008 at 9:28 PM, Joe DeSouza <[EMAIL PROTECTED]>
wrote:
> **
> I got a couple of listers complain to me that the font they receive my
> emails in is not very legible. On seeing a screen capture that one of
them
> sent me I completely agree..
>
> The weird thing however is that I am composing and sending my emails
using a
> regular Times New Roman font size 10. I do not know where and how this
> conversion might be happening. I am wondering if this is impacting all
of
> you or just some of you. In any case I apologize for any inconvenience
> caused while reading my emails in the format they seem to be going out
in.
>
> Would some of you care to reply to me and let me know if you are
receiving
> this email in a font other than Times New Roman? I would also
appreciate a
> response from those actually receiving it in Times New Roman format.
>
> I have a small reason to believe this font conversion might be
happening for
> those of you who are using Lotus Notes, as I think this same
conversion
> occurs on mails sent to one of my customer here on site who uses Lotus
> Notes.
>
> I can send a screen shot of how outgoing emails appear on my browser
before
> I send them for those interested in helping me find out how this is
> happening.. I tried to send the image on posting an hour ago and it
bounced
> back because of the size of the email..
>
> Cheers
>
> Joe


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Re: Some receive emails from me with an odd font....

[Joe DeSouza]

Damn I hadn't noticed this!

Joe


- Original Message 
From: "Redick, Kevin" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, October 15, 2008 12:57:05 AM
Subject: Re: Some receive emails from me with an odd font

In the web based yahoo mail systems (both classic and their 'new mail')
to the right of the subject line there should be a spot where it says
"Plain Text" click on this and it will convert the email your composing
to plain text.

--Kevin 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: Wednesday, October 15, 2008 12:46 AM
To: arslist@ARSLIST.ORG
Subject: OT: Some receive emails from me with an odd font


** 
I can't because I am using Yahoo to communicate with the ARS List and
the only choices I  have to choose from there are some of the standard
fonts. I'll look up advanced options on Yahoo to see if they support
plain text emails.

Joe 

- Original Message 
From: Axton <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Tuesday, October 14, 2008 11:47:07 PM
Subject: 

Use plain text and don't worry about it.

Axton Grams

On Tue, Oct 14, 2008 at 9:28 PM, Joe DeSouza <[EMAIL PROTECTED]>
wrote:
> **
> I got a couple of listers complain to me that the font they receive my
> emails in is not very legible. On seeing a screen capture that one of
them
> sent me I completely agree..
>
> The weird thing however is that I am composing and sending my emails
using a
> regular Times New Roman font size 10. I do not know where and how this
> conversion might be happening. I am wondering if this is impacting all
of
> you or just some of you. In any case I apologize for any inconvenience
> caused while reading my emails in the format they seem to be going out
in.
>
> Would some of you care to reply to me and let me know if you are
receiving
> this email in a font other than Times New Roman? I would also
appreciate a
> response from those actually receiving it in Times New Roman format.
>
> I have a small reason to believe this font conversion might be
happening for
> those of you who are using Lotus Notes, as I think this same
conversion
> occurs on mails sent to one of my customer here on site who uses Lotus
> Notes.
>
> I can send a screen shot of how outgoing emails appear on my browser
before
> I send them for those interested in helping me find out how this is
> happening.. I tried to send the image on posting an hour ago and it
bounced
> back because of the size of the email..
>
> Cheers
>
> Joe



  

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