how to change temporary the submitter on the fly
dear listers, I have to fulfill the following requirements: only the submitter of a ticket and people in the CC list should have access to the ticket. The CC list being basically a character field My question is then: how do I need to proceed? Right now I am completely stuck. Any great idea would be welcomed Thanks in advance Serouche ENV: ARS 6.00.01 Mid-tiers: 6.3 Sybase 12.5.3 Solaris: 5.8 ARSperl 1.9 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Problems with BMC Developer Network
** if you experience problems email bm...@bmc.com Kelly Deaver kdea...@kellydeaver.com (Yes, I work for BMC. This post reflects the opinions of the poster and not the official opinion of BMC) Original Message Subject: Problems with BMC Developer NetworkFrom: bruce sisk siskbr...@peoplepc.comDate: Wed, April 01, 2009 2:37 pmTo: arslist@ARSLIST.ORGIs any one else having problems with accessing the developer network??When ever I try to select a document to open...I get prompted to log in. Mind you I am already logged in. After logging in, I get to the document, but am prompted again to login if i want to open another one.I am trying to find the Filter Scripting downloads. I find the documents...which nicely refer me to the old AR Community downloads.Am looking for both Filter Scripting downloads (JAVA and the other one). I know JAVA has been updated to v7.1.Any body who can help...would be appreciated.BrucePeoplePC OnlineA better way to Internethttp://www.peoplepc.com___UNSUBSCRIBE or access ARSlist Archives at www.arslist.orgPlatinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___
Re: AR Inside with 7.5
Dear list, The Document functionality of ARSmarts is currently in an advanced phase of development. We plan a beta program sometime in May. The Document feature produces an HTML documentation of AR System objects. It includes the cross-references. It works with cascading style sheets to allow users to modify the layout, put their logo in the header, ... ARS7.5 will be supported. // The Document feature will be available from a number of places within ARSmarts. You will have the possibility to document selected AR System objects, obviously. You will also have the possibility to document the result of Search operations, the result of Compare operations, . We'll post a call for beta testers on the list when the beta program starts. Best regards. Kaïs kais.albas...@arsmarts.com www.arsmarts.com LJ Longwing wrote: ** I specifically asked him for the source, and he refused to give it for reasons not explained to me...he would apparently rather the tool die on the vine rather than let it flourish under another's care. *From:* Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] *On Behalf Of *patrick zandi *Sent:* Thursday, April 02, 2009 11:50 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: AR Inside with 7.5 ** well what would be nice is if we can we just get him to give it to us.. and we can have one of our longstanding (coders) modify.. accordingly, like Matt, or Chris, or the ARS PERL group! On Thu, Apr 2, 2009 at 1:37 PM, LJ Longwing lj.longw...@gmail.com mailto:lj.longw...@gmail.com wrote: I talked to him quite some time ago and he isn't developing the tool anymore, unfortunately. So if it's not working for you you will need to find an alternate tool that will meet your needs. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG] On Behalf Of Van Sickle, James W Sent: Thursday, April 02, 2009 11:05 AM To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG Subject: Re: AR Inside with 7.5 Does anyone know how to contact the original developer of ARInside? The email and domain name that I have do not seem to work anymore. James Van Sickle Remedy Developer Office: 972-409-4902 Mobile: 214-263-9340 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG] On Behalf Of Matt Reinfeldt Sent: Thursday, April 02, 2009 11:29 AM To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG Subject: Re: [ARSLIST] AR Inside with 7.5 Greg, ARInside was built with an older API and likely does not recognize a lot of the information that it's pulling in from your 7.5.x server... I, unfortunately, would not trust it, nor expect it to work, against a 7.5.x server. Just my thoughts, Matt -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG] On Behalf Of Greg Donalson Sent: Thursday, April 02, 2009 10:57 AM To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG Subject: AR Inside with 7.5 Greetings, We are trying to use AR Inside to document a newly installed 7.5 server. AR Inside terminates while writing the Active Links, but no error message or exit code is given... Have you experienced any similar issues using AR Inside to document a 7.5 server? AR Inside - v2.07.2 Operating System - HP-UX B.11.31 Database - Oracle 10.2.0.4.0 - 64bi AR Server - 7.5 patch 001 Thanks! Greg Donalson Schlumberger ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org http://www.arslist.org/ Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org http://www.arslist.org/ Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are _ This email and its attachments, if any, are intended for the personal use of the named recipient(s) and may contain confidential, privileged, or proprietary information. If you are not a named recipient, or an agent responsible for delivering it to a named recipient, you have received this email in error. In that event, please (a) immediately notify me by reply email, (b) do not review, copy, save, forward, or print this email or any of its attachments, and (c) immediately delete and/or destroy this email and
Re: Direct SQL action to a Linked MS SQL Server db
Nicky, Thanks. I tried this select ProductType='HARDWARE' into SW_License from PL_MR_LineItems where MRNumber = 'TM099' and got 1 row affected. I am not a dba so I am winging this. I don't fully understand what this statement means. ProductType='HARDWARE' is the column and data in my ARS Form. SW_License is the name of the linked db as it appears on the SQL Server supporting the ARSystem db. PL_MR_Lineitems is the ARS form MRNumber = 'TM099' is also from the ARS Form. Did I get things in the right order? Because if I run it again I get an error. There is already an object named 'SW_License' in the database. Thanks, --- John J. Reiser Senior Software Development Analyst Remedy Administrator/Developer Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Nicky Madjarov Sent: Thursday, April 02, 2009 7:09 PM To: arslist@ARSLIST.ORG Subject: Re: Direct SQL action to a Linked MS SQL Server db ** Hi, this may not resolve your problem but it will help you narrow it change you statement to the following and run it from sql client on the remedy server select values_from_your_form into your_dblink_table from your_form where put_condition_to_return_one_record I think that at least you will be able to see the entire error message, if not more details. Regards, Nicky Madjarov phone: 973-202-4278 Find out how to bust your AR System performance @ http://www.SpeedUpARS.com - Original Message - From: Reiser, John J mailto:john.j.rei...@lmco.com Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Sent: Thursday, April 02, 2009 5:28 PM Subject: Direct SQL action to a Linked MS SQL Server db ** Hello Listers, ARS 7.1 Patch 4 MS SQL Version 9.0.3007 I have a remote linked MS SQL Server (probably SQL 2000) that I have been pushing data to for years. Now that the Remedy ARS db is on a new box and a newer version of MS SQL I can not longer push the data. The SQL statement is Insert INTO SW_License.License_Management_Test.dbo.ARS_View1 (MR_Date, EDD) VALUES ( '1/7/2009 12:00:00 AM', '2/19/2009 12:00:00 AM') I get the following message in the arsql.log file. * WARNING * The operation could not be performed because OLE DB provider SQLNCLI for linked server SW_License was unable to begin a distributed transaction. (SQL Server 7391)OLE DB provider SQLNCLI for linked server SW_License returned message No transaction It gets truncated in the log so I don't know what the returned message is indicating. the ARS_View1 is a view that was created on the remote DB that converts date values to integers so we can display dates in ARSystem using a view form. I am wondering if that is causing a problem when pushing the values back to the remote view. If I am missing some information needed to understand this question please feel free to ping me. Thanks, --- John J. Reiser Senior Software Development Analyst Remedy Administrator/Developer Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: how to change temporary the submitter on the fly
Take a look at Dynamic Groups. I have not used them and I am not sure it will solve your problem, but it's worth looking into. Refer to the Form and Application Objects document. I just noticed your server is 6.0. I don't know if dynamic groups are available for 6.0. James On Apr 3, 4:06 am, Remedy Maniac remedy.man...@googlemail.com wrote: dear listers, I have to fulfill the following requirements: only the submitter of a ticket and people in the CC list should have access to the ticket. The CC list being basically a character field My question is then: how do I need to proceed? Right now I am completely stuck. Any great idea would be welcomed Thanks in advance Serouche ENV: ARS 6.00.01 Mid-tiers: 6.3 Sybase 12.5.3 Solaris: 5.8 ARSperl 1.9 ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Direct SQL action to a Linked MS SQL Server db
Direct SQL action to a Linked MS SQL Server dbJohn, I'm sorry, I did not realized that you can run your insert statement from the sql directly. Select into copies records from one table to another, if you specify fields, it will just copy these fields. Now, on your problem. When you run your insert statement from the sql prompt SQL Insert INTO SW_License.License_Management_Test.dbo.ARS_View1 (MR_Date, EDD) VALUES ( '1/7/2009 12:00:00 AM', '2/19/2009 12:00:00 AM') you will either reproduce the error message or it will be completed with success. This will narrow your effort to: if error - you will see the complete details and will be dealing with some incompatibility between 2 sql servers/versions if success - then the problem is somewhere between Remedy database layer and the linked table. It is not a lot, but each follow completely defferent resolution route. Regards, Nicky Madjarov phone: 973-202-4278 Find out how to bust your AR System performance @ http://www.SpeedUpARS.com - Original Message - From: Reiser, John J Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Sent: Friday, April 03, 2009 10:28 AM Subject: Re: Direct SQL action to a Linked MS SQL Server db ** Nicky, Thanks. I tried this select ProductType='HARDWARE' into SW_License from PL_MR_LineItems where MRNumber = 'TM099' and got 1 row affected. I am not a dba so I am winging this. I don't fully understand what this statement means. ProductType='HARDWARE' is the column and data in my ARS Form. SW_License is the name of the linked db as it appears on the SQL Server supporting the ARSystem db. PL_MR_Lineitems is the ARS form MRNumber = 'TM099' is also from the ARS Form. Did I get things in the right order? Because if I run it again I get an error. There is already an object named 'SW_License' in the database. Thanks, --- John J. Reiser Senior Software Development Analyst Remedy Administrator/Developer Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me -- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Nicky Madjarov Sent: Thursday, April 02, 2009 7:09 PM To: arslist@ARSLIST.ORG Subject: Re: Direct SQL action to a Linked MS SQL Server db ** Hi, this may not resolve your problem but it will help you narrow it change you statement to the following and run it from sql client on the remedy server select values_from_your_form into your_dblink_table from your_form where put_condition_to_return_one_record I think that at least you will be able to see the entire error message, if not more details. Regards, Nicky Madjarov phone: 973-202-4278 Find out how to bust your AR System performance @ http://www.SpeedUpARS.com - Original Message - From: Reiser, John J Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Sent: Thursday, April 02, 2009 5:28 PM Subject: Direct SQL action to a Linked MS SQL Server db ** Hello Listers, ARS 7.1 Patch 4 MS SQL Version 9.0.3007 I have a remote linked MS SQL Server (probably SQL 2000) that I have been pushing data to for years. Now that the Remedy ARS db is on a new box and a newer version of MS SQL I can not longer push the data. The SQL statement is Insert INTO SW_License.License_Management_Test.dbo.ARS_View1 (MR_Date, EDD) VALUES ( '1/7/2009 12:00:00 AM', '2/19/2009 12:00:00 AM') I get the following message in the arsql.log file. * WARNING * The operation could not be performed because OLE DB provider SQLNCLI for linked server SW_License was unable to begin a distributed transaction. (SQL Server 7391)OLE DB provider SQLNCLI for linked server SW_License returned message No transaction It gets truncated in the log so I don't know what the returned message is indicating. the ARS_View1 is a view that was created on the remote DB that converts date values to integers so we can display dates in ARSystem using a view form. I am wondering if that is causing a problem when pushing the values back to the remote view. If I am missing some information needed to understand this question please feel free to ping me. Thanks, --- John J. Reiser Senior Software Development Analyst Remedy Administrator/Developer Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ __Platinum Sponsor: RMI Solutions ARSlist:
Re: how to change temporary the submitter on the fly
Hi, It depends what is the content of your CC field, user names, full names, etc. Based on it the approach could be quite different. Regards, Nicky Madjarov phone: 973-202-4278 Find out how to bust your AR System performance @ http://www.SpeedUpARS.com - Original Message - From: jham36 jha...@gmail.com Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Sent: Friday, April 03, 2009 10:51 AM Subject: Re: how to change temporary the submitter on the fly Take a look at Dynamic Groups. I have not used them and I am not sure it will solve your problem, but it's worth looking into. Refer to the Form and Application Objects document. I just noticed your server is 6.0. I don't know if dynamic groups are available for 6.0. James On Apr 3, 4:06 am, Remedy Maniac remedy.man...@googlemail.com wrote: dear listers, I have to fulfill the following requirements: only the submitter of a ticket and people in the CC list should have access to the ticket. The CC list being basically a character field My question is then: how do I need to proceed? Right now I am completely stuck. Any great idea would be welcomed Thanks in advance Serouche ENV: ARS 6.00.01 Mid-tiers: 6.3 Sybase 12.5.3 Solaris: 5.8 ARSperl 1.9 ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
SRM and Reopening Inicdents
All: I have SRM 2.2 patch 002 and I have an existing Request which created an Incident. When the Support Person Resolves the Incident, a Survey request is created for the User. When the User fills in the Survey and selects the Reopen the Service Request option shouldn't the system reopen the Service Request as well as the related Incident? Right now it does not appear to. And reading the Admin guide for SRM I see this: If a service request is reopened, SRM does not reopen the original back-office requests that were part of the request fulfillment process. Instead, SRM creates a new work order. What? I am not even using Work Orders! I want the Incident to be reopened! Does this sound right? Has anyone else tried this? Please let me know... -scott philben ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Direct SQL action to a Linked MS SQL Server db
Nicky, Thanks. That really helped. For some reason the old setup was working fine. Using the new ARS 7.1 and a New DB version seems to be causing conflicts with the column names. It looks like I need to rewrite my Direct SQL and correct the column names. Thanks for your help. --- John J. Reiser Senior Software Development Analyst Remedy Administrator/Developer Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Nicky Madjarov Sent: Friday, April 03, 2009 10:51 AM To: arslist@ARSLIST.ORG Subject: Re: Direct SQL action to a Linked MS SQL Server db ** John, I'm sorry, I did not realized that you can run your insert statement from the sql directly. Select into copies records from one table to another, if you specify fields, it will just copy these fields. Now, on your problem. When you run your insert statement from the sql prompt SQL Insert INTO SW_License.License_Management_Test.dbo.ARS_View1 (MR_Date, EDD) VALUES ( '1/7/2009 12:00:00 AM', '2/19/2009 12:00:00 AM') you will either reproduce the error message or it will be completed with success. This will narrow your effort to: if error - you will see the complete details and will be dealing with some incompatibility between 2 sql servers/versions if success - then the problem is somewhere between Remedy database layer and the linked table. It is not a lot, but each follow completely defferent resolution route. Regards, Nicky Madjarov phone: 973-202-4278 Find out how to bust your AR System performance @ http://www.SpeedUpARS.com - Original Message - From: Reiser, John J mailto:john.j.rei...@lmco.com Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Sent: Friday, April 03, 2009 10:28 AM Subject: Re: Direct SQL action to a Linked MS SQL Server db ** Nicky, Thanks. I tried this select ProductType='HARDWARE' into SW_License from PL_MR_LineItems where MRNumber = 'TM099' and got 1 row affected. I am not a dba so I am winging this. I don't fully understand what this statement means. ProductType='HARDWARE' is the column and data in my ARS Form. SW_License is the name of the linked db as it appears on the SQL Server supporting the ARSystem db. PL_MR_Lineitems is the ARS form MRNumber = 'TM099' is also from the ARS Form. Did I get things in the right order? Because if I run it again I get an error. There is already an object named 'SW_License' in the database. Thanks, --- John J. Reiser Senior Software Development Analyst Remedy Administrator/Developer Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Nicky Madjarov Sent: Thursday, April 02, 2009 7:09 PM To: arslist@ARSLIST.ORG Subject: Re: Direct SQL action to a Linked MS SQL Server db ** Hi, this may not resolve your problem but it will help you narrow it change you statement to the following and run it from sql client on the remedy server select values_from_your_form into your_dblink_table from your_form where put_condition_to_return_one_record I think that at least you will be able to see the entire error message, if not more details. Regards, Nicky Madjarov phone: 973-202-4278 Find out how to bust your AR System performance @ http://www.SpeedUpARS.com - Original Message - From: Reiser, John J mailto:john.j.rei...@lmco.com Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Sent: Thursday, April 02, 2009 5:28 PM Subject: Direct SQL action to a Linked MS SQL Server db ** Hello Listers, ARS 7.1 Patch 4 MS SQL Version 9.0.3007 I have a remote linked MS SQL Server (probably SQL 2000) that I have been pushing data to for years. Now that the Remedy ARS db is on a new box and a newer version of MS SQL I can not longer push the data. The SQL statement is Insert INTO SW_License.License_Management_Test.dbo.ARS_View1 (MR_Date, EDD) VALUES ( '1/7/2009 12:00:00 AM', '2/19/2009 12:00:00 AM')
Re: SRM and Reopening Inicdents
Yes, we ran into this issue and debated it with BMC but it is working 'as designed'. The only thing we could do with it is route the Work Order to the Service Desk and have them update the back office entry accordingly. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of SCOTT PHILBEN Sent: Friday, April 03, 2009 8:02 AM To: arslist@ARSLIST.ORG Subject: SRM and Reopening Inicdents All: I have SRM 2.2 patch 002 and I have an existing Request which created an Incident. When the Support Person Resolves the Incident, a Survey request is created for the User. When the User fills in the Survey and selects the Reopen the Service Request option shouldn't the system reopen the Service Request as well as the related Incident? Right now it does not appear to. And reading the Admin guide for SRM I see this: If a service request is reopened, SRM does not reopen the original back-office requests that were part of the request fulfillment process. Instead, SRM creates a new work order. What? I am not even using Work Orders! I want the Incident to be reopened! Does this sound right? Has anyone else tried this? Please let me know... -scott philben ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: SRM and Reopening Inicdents -- SOLVED
Looks like I found the answer on BMC's website: Problem 20005347 Please refer to the updated Service Request Management 2.2.00 Release Notes page 16. These release notes were refreshed on the support web site, so be sure to have the most recent copy. Defect SW00261294 When working on the back-end requests created from a service request, you cannot reopen these requests (for example, an incident or a change) after they have been closed. Users can reopen a service request, but SRM has no process to handle situations when users reopen records from the back-end applications that are tied to the service request. This also means that when the Service Request is reopened, it creates a Work Order and does not reopen the Incident Huh? This is just shoddy work. If you give the user the ability to Reopen something, that ability should include all of the somethings that were previously opened. Having some stupid workaround involving Work Orders is not acceptable. Now I have to spend my time figuring out how to do it the right way. On Friday, April 03, 2009, at 12:04PM, Savant, don...@dts donald.sav...@dts.ca.gov wrote: Yes, we ran into this issue and debated it with BMC but it is working 'as designed'. The only thing we could do with it is route the Work Order to the Service Desk and have them update the back office entry accordingly. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of SCOTT PHILBEN Sent: Friday, April 03, 2009 8:02 AM To: arslist@ARSLIST.ORG Subject: SRM and Reopening Inicdents All: I have SRM 2.2 patch 002 and I have an existing Request which created an Incident. When the Support Person Resolves the Incident, a Survey request is created for the User. When the User fills in the Survey and selects the Reopen the Service Request option shouldn't the system reopen the Service Request as well as the related Incident? Right now it does not appear to. And reading the Admin guide for SRM I see this: If a service request is reopened, SRM does not reopen the original back-office requests that were part of the request fulfillment process. Instead, SRM creates a new work order. What? I am not even using Work Orders! I want the Incident to be reopened! Does this sound right? Has anyone else tried this? Please let me know... -scott philben ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: SRM and Reopening Inicdents -- SOLVED
Your Business, BMC's way! -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of SCOTT PHILBEN Sent: Friday, April 03, 2009 1:45 PM To: arslist@ARSLIST.ORG Subject: Re: SRM and Reopening Inicdents -- SOLVED Looks like I found the answer on BMC's website: Problem 20005347 Please refer to the updated Service Request Management 2.2.00 Release Notes page 16. These release notes were refreshed on the support web site, so be sure to have the most recent copy. Defect SW00261294 When working on the back-end requests created from a service request, you cannot reopen these requests (for example, an incident or a change) after they have been closed. Users can reopen a service request, but SRM has no process to handle situations when users reopen records from the back-end applications that are tied to the service request. This also means that when the Service Request is reopened, it creates a Work Order and does not reopen the Incident Huh? This is just shoddy work. If you give the user the ability to Reopen something, that ability should include all of the somethings that were previously opened. Having some stupid workaround involving Work Orders is not acceptable. Now I have to spend my time figuring out how to do it the right way. On Friday, April 03, 2009, at 12:04PM, Savant, don...@dts donald.sav...@dts.ca.gov wrote: Yes, we ran into this issue and debated it with BMC but it is working 'as designed'. The only thing we could do with it is route the Work Order to the Service Desk and have them update the back office entry accordingly. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of SCOTT PHILBEN Sent: Friday, April 03, 2009 8:02 AM To: arslist@ARSLIST.ORG Subject: SRM and Reopening Inicdents All: I have SRM 2.2 patch 002 and I have an existing Request which created an Incident. When the Support Person Resolves the Incident, a Survey request is created for the User. When the User fills in the Survey and selects the Reopen the Service Request option shouldn't the system reopen the Service Request as well as the related Incident? Right now it does not appear to. And reading the Admin guide for SRM I see this: If a service request is reopened, SRM does not reopen the original back-office requests that were part of the request fulfillment process. Instead, SRM creates a new work order. What? I am not even using Work Orders! I want the Incident to be reopened! Does this sound right? Has anyone else tried this? Please let me know... -scott philben ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
FW: Am I making this more difficult than it is?
I have a record with a Start Date field of: 4/12/2009 12:00:00 AM and an End Date field of: 4/30/2009 12:00:00 AM. If someone were to create another record with a Start Date of: 4/1/2009 12:00:00 AM and an End Date field of 4/15/2009 12:00:00 AM, I want it to error because this would overwrite (not really) the other record. This is for my On Call system. Therefore, if these 2 records are allowed to exist, you would have more than one person on call (as a primary) for the same dates (4/12, 4/13, 4/14 and 4/15). Hope this makes sense! I actually have these records on a table and I would like to walk through the table to make sure the records with the Start Date field: 4/1 and End Date field: 4/15 does not get created. AR System 7.0 Oracle 10g Windows 2003 Server Lisa Kemes AR System Developer Tyco Electronics 717-810-2408 tel 717-810-2124 fax lisa.ke...@tycoelectronics.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: External Condition in Active Link Set Field - SQL Action
Vijayalakshmi, The situation you are dealing with here is where we have to make a call with what to do. There are syntax issues and requirements of SQL and we are trying to help the right thing happen. Most commonly, the substitution into a command is of a value. You can substitute entire clauses like you have done here, but most commonly, it is a value. So, you have a case like Select name from table where column = '$value to substitute$' Now, if the value to substitute contains a quote, if we left it as it is, it would generate invalid syntax. So, we know that most of the time it is a value substituion so we double the quote to satisfy the rule of SQL for doubling a quote within a value to represent a quote in that value. Now, we know that there are exceptions to this idea of just substituting a value. Sometimes you are creating the entire SQL command or a portion of it dynamically. So, if the ENTIRE value of the SQL command is a field reference, we assume that it is your command, it cannot be a value because it is the entire thing, and we don't do any assistance with the data. So, if you made a minor change to your logic. 1) Build the Where clause as you do today (I am going to say you build it in a field called SQLTemp) 2) Add an action that is a set fields to the field SQLTemp that adds the rest of the command SQLTemp =Select col1, col2 from table1 where + $SQL Temp$ 3) In your action where there is the SQL command, just specify$SQLTemp$ as the value This means that you have built the entire SQL command and are just telling us to run the SQL you have constructed and we will not massage it in any way. This should be a minor adjustment to your existing logic -- one extra action and a small change to one action -- and you will get exactly what you are looking for. I hope this helps, Doug Mueller From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Vijayalakshmi Paulraj Sent: Thursday, April 02, 2009 10:54 PM To: arslist@ARSLIST.ORG Subject: External Condition in Active Link Set Field - SQL Action ** All, Our requirement is to arrive at a result set based on the Where qualification which is externally built. We used the Active Link - Set Field Action Using SQL Query as below: Select col1, col2 from table1 where $Where Qualification$ The Where Qualification is externally built at Run time. For E.g., col3 = '45' or col3 = '56' When Remedy parses this SQL, it adds one more Single Quotes for the values as shown here: - col3 = ' '45' ' or col3 = ' '56' ' So the Query becomes, Select col1, col2 from table1 where col3 = ' '45' ' or col3 = ' '56' ' Oracle throws error *** ERROR *** ORA-00933: SQL command not properly ended Is there any way to drive this Where Qualification externally with proper syntaxing? Your help much appreciated. Thanks Regards, Vijayalakshmi Paulraj - This message, including any attachments, contains confidential information intended for a specific individual and purpose, and is intended for the addressee only. Any unauthorized disclosure, use, dissemination, copying, or distribution of this message or any of its attachments or the information contained in this e-mail, or the taking of any action based on it, is strictly prohibited. If you are not the intended recipient, please notify the sender immediately by return e-mail and delete this message. - __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Am I making this more difficult than it is?
It's simpler than it seems at first. If you're trying to find if there is a conflicting record, you're looking for something like this: Existing_start_date new_end_date and existing_end_date new_start_date That is, in order for the new time period to overlap the old one, the new time period has to end after the old one starts, and it has to begin before the old one ends. Your query might look like this: 'Start Date' $End Date$ AND 'End Date' $Start Date$ Does that make sense? Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa Sent: Friday, April 03, 2009 12:12 PM To: arslist@ARSLIST.ORG Subject: FW: Am I making this more difficult than it is? ** I have a record with a Start Date field of: 4/12/2009 12:00:00 AM and an End Date field of: 4/30/2009 12:00:00 AM. If someone were to create another record with a Start Date of: 4/1/2009 12:00:00 AM and an End Date field of 4/15/2009 12:00:00 AM, I want it to error because this would overwrite (not really) the other record. This is for my On Call system. Therefore, if these 2 records are allowed to exist, you would have more than one person on call (as a primary) for the same dates (4/12, 4/13, 4/14 and 4/15). Hope this makes sense! I actually have these records on a table and I would like to walk through the table to make sure the records with the Start Date field: 4/1 and End Date field: 4/15 does not get created. AR System 7.0 Oracle 10g Windows 2003 Server Lisa Kemes AR System Developer Tyco Electronics 717-810-2408 tel 717-810-2124 fax lisa.ke...@tycoelectronics.com __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and 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 message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Am I making this more difficult than it is?
Simple answer.. Yes Think a Push fields action. Query 'Start Date' = $Start Date$ and 'End Date' = $End Date$ For a match Display an error message No Match take no action since you are submitting the ticket anyway Greg Givens -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa Sent: Friday, April 03, 2009 1:12 PM To: arslist@ARSLIST.ORG Subject: FW: Am I making this more difficult than it is? ** I have a record with a Start Date field of: 4/12/2009 12:00:00 AM and an End Date field of: 4/30/2009 12:00:00 AM. If someone were to create another record with a Start Date of: 4/1/2009 12:00:00 AM and an End Date field of 4/15/2009 12:00:00 AM, I want it to error because this would overwrite (not really) the other record. This is for my On Call system. Therefore, if these 2 records are allowed to exist, you would have more than one person on call (as a primary) for the same dates (4/12, 4/13, 4/14 and 4/15). Hope this makes sense! I actually have these records on a table and I would like to walk through the table to make sure the records with the Start Date field: 4/1 and End Date field: 4/15 does not get created. AR System 7.0 Oracle 10g Windows 2003 Server Lisa Kemes AR System Developer Tyco Electronics 717-810-2408 tel 717-810-2124 fax lisa.ke...@tycoelectronics.com __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are smime.p7s Description: S/MIME cryptographic signature
Re: Am I making this more difficult than it is?
Hi Lisa,
I think you need to create a filter with a Set Field action that will
check the condtion hereafter, and a second one that will raise an
error if the first filter found a matching record.
Let's assume that your form is called Sample
You create a display-only field on that form called zTmpEntryID
You create a first filter on submit and on modify. The Run If is
empty. It contains one Set Field action
From: Sample
Set If: ('Start Date' = $Start Date$ AND 'End Date' $Start Date$)
OR ('Start Date' $End Date$ AND 'End Date' = $End Date$)
If No Match = Set Field To Null
If Multiple Match = Use First Matching
zTmpEntryID - $1$
The second filter just displays an error message in case of
zTmpEntryID is not null.
Hope this helps,
Jean-Louis Halleux
Remedy Expert Developer
ARSmarts sa
www.arsmarts.com
On 03 Apr 2009, at 20:11, Kemes, Lisa wrote:
**
I have a record with a Start Date field of: 4/12/2009 12:00:00 AM
and an End Date field of: 4/30/2009 12:00:00 AM.
If someone were to create another record with a Start Date of:
4/1/2009 12:00:00 AM and an End Date field of 4/15/2009 12:00:00 AM,
I want it to error because this would overwrite (not really) the
other record.
This is for my On Call system. Therefore, if these 2 records are
allowed to exist, you would have more than one person on call (as a
primary) for the same dates (4/12, 4/13, 4/14 and 4/15).
Hope this makes sense!
I actually have these records on a table and I would like to walk
through the table to make sure the records with the Start Date
field: 4/1 and End Date field: 4/15 does not get created.
AR System 7.0
Oracle 10g
Windows 2003 Server
Lisa Kemes
AR System Developer
Tyco Electronics
717-810-2408 tel
717-810-2124 fax
lisa.ke...@tycoelectronics.com
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Re: Am I making this more difficult than it is?
This works! Thanks so much Lyle!! Lisa From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor Sent: Friday, April 03, 2009 2:45 PM To: arslist@ARSLIST.ORG Subject: Re: Am I making this more difficult than it is? ** It's simpler than it seems at first. If you're trying to find if there is a conflicting record, you're looking for something like this: Existing_start_date new_end_date and existing_end_date new_start_date That is, in order for the new time period to overlap the old one, the new time period has to end after the old one starts, and it has to begin before the old one ends. Your query might look like this: 'Start Date' $End Date$ AND 'End Date' $Start Date$ Does that make sense? Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa Sent: Friday, April 03, 2009 12:12 PM To: arslist@ARSLIST.ORG Subject: FW: Am I making this more difficult than it is? ** I have a record with a Start Date field of: 4/12/2009 12:00:00 AM and an End Date field of: 4/30/2009 12:00:00 AM. If someone were to create another record with a Start Date of: 4/1/2009 12:00:00 AM and an End Date field of 4/15/2009 12:00:00 AM, I want it to error because this would overwrite (not really) the other record. This is for my On Call system. Therefore, if these 2 records are allowed to exist, you would have more than one person on call (as a primary) for the same dates (4/12, 4/13, 4/14 and 4/15). Hope this makes sense! I actually have these records on a table and I would like to walk through the table to make sure the records with the Start Date field: 4/1 and End Date field: 4/15 does not get created. AR System 7.0 Oracle 10g Windows 2003 Server Lisa Kemes AR System Developer Tyco Electronics 717-810-2408 tel 717-810-2124 fax lisa.ke...@tycoelectronics.com __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and 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 message. __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: SRM and Reopening Inicdents -- SOLVED
I understand where you're coming from, however I think I can also see where BMC is coming from. The problem is that an SRD can involve a complex set of tasks that may involve several different record types. For example, if you create an SRD to onboard an employee, there will be multiple different back-end requests, some of which may include multiple tasks to different groups. In a case like that, if the user reopens the Service Request, which back-end request should be reopened? Where do you start? Do you start at the beginning and work your way through again? Do you start with the last back-end request on the SRD? What if the problem with the request's fulfillment is somewhere in between. Given that, I can see why they wouldn't want to design it to reopen the backend request, because there may not be any reliable way to know which record to reopen. You could potentially say that if there's only one back-end request involved that it should open that, but determining that fact may not be as straight forward as you would think due to how the system is architected. Given that, I can see why they would only want to open a new Work Order. At least that way you are signaling to someone that there was a problem with the request's fulfillment, and they can determine where the problem is and which back-end request may need to be reopened. Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of SCOTT PHILBEN Sent: Friday, April 03, 2009 11:45 AM To: arslist@ARSLIST.ORG Subject: Re: SRM and Reopening Inicdents -- SOLVED Looks like I found the answer on BMC's website: Problem 20005347 Please refer to the updated Service Request Management 2.2.00 Release Notes page 16. These release notes were refreshed on the support web site, so be sure to have the most recent copy. Defect SW00261294 When working on the back-end requests created from a service request, you cannot reopen these requests (for example, an incident or a change) after they have been closed. Users can reopen a service request, but SRM has no process to handle situations when users reopen records from the back-end applications that are tied to the service request. This also means that when the Service Request is reopened, it creates a Work Order and does not reopen the Incident Huh? This is just shoddy work. If you give the user the ability to Reopen something, that ability should include all of the somethings that were previously opened. Having some stupid workaround involving Work Orders is not acceptable. Now I have to spend my time figuring out how to do it the right way. On Friday, April 03, 2009, at 12:04PM, Savant, don...@dts donald.sav...@dts.ca.gov wrote: Yes, we ran into this issue and debated it with BMC but it is working 'as designed'. The only thing we could do with it is route the Work Order to the Service Desk and have them update the back office entry accordingly. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of SCOTT PHILBEN Sent: Friday, April 03, 2009 8:02 AM To: arslist@ARSLIST.ORG Subject: SRM and Reopening Inicdents All: I have SRM 2.2 patch 002 and I have an existing Request which created an Incident. When the Support Person Resolves the Incident, a Survey request is created for the User. When the User fills in the Survey and selects the Reopen the Service Request option shouldn't the system reopen the Service Request as well as the related Incident? Right now it does not appear to. And reading the Admin guide for SRM I see this: If a service request is reopened, SRM does not reopen the original back-office requests that were part of the request fulfillment process. Instead, SRM creates a new work order. What? I am not even using Work Orders! I want the Incident to be reopened! Does this sound right? Has anyone else tried this? Please let me know... -scott philben ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and 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 message.
ARS 7.1 SQL 2005 Server install error
I'm installing ARS 7.1 (Server) on SQL 2005 on Windows Environment. Installation is completed with error: Unable to start the AR System service. The AR System Server could not be started. You can start it manually using the Services in the Control Panel. Checking the DB logs, it says: 10:39:38 == Query Results == Command successful sp_dropuser ARAdmin ERROR: SQL operation failed User 'ARAdmin' does not exist in the current database. (SQL Server 15008) drop database ARSystem ERROR: SQL operation failed Cannot drop the database 'ARSystem', because it does not exist or you do not have permission. (SQL Server 3701) sp_droplogin ARAdmin ERROR: SQL operation failed 'ARAdmin' is not a valid login or you do not have permission. (SQL Server 15007) I used the SA account and a valid SA password when I installed the ARS Server. Also tested connection in SQL with the SA password and tested successful. I am also logged in as an Administrator to the server where AR System is installed. I also accepted default values for the ARSystem DB Name = ARSystem; ARSystem DB User = ARAdmin and ARSystem User Password = AR#Admin# I've done installation with the client's DEV environment on SQL 2000 and didn't see this error. Client upgraded to SQL 2005 for the TEST server installation (where I am currently installing). Have you seen this error before? Are there any additional things to conside when doing the install in SQL 2005 not documented in the Installation document? Thanks for your help. Tina -- View this message in context: http://www.nabble.com/ARS-7.1-SQL-2005-Server-install-error-tp22874242p22874242.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: 75 Install and Database Administrator username/password (SOLVED)
Thanks, all for your help. I finally figured out what the deal was. So, the issue was due to the fact that we are using an Oracle RAC which has multiple database servers hitting the same database for redundancy. The issue is that, while for most clients, the service name is the service name, for jdbc, it wants to specify the SID which appears to correspond to the Session ID in the RAC. In our case, the normal service name is A036, and normal clients can use that just fine. However, when jdbc goes and hits the server, it specifies a SID of A036, which the instance in the RAC that it's hitting doesn't expect. It turns out that, where we have two servers in the RAC, the Session IDs for the servers are A0361 and A0362. So, in the end, I had to specify A0361 instead of A036. In addition, BMC's install guide mentions that the service name and computer name need to be the same in tnsnames.ora. In this case, that is not correct, and cannot be set up that way. The issue is that, while jdbc needs A0361 to be able to connect, the processes that actually do the database updates don't use jdbc and can connect normally using A036. This has the effect that the installer needs one value to check the status of the database, and then the subprocess that updates the database needs another value. To handle that situation, I had to change the tnsnames.ora file so that it was like this: A0361 = ( (SERVICE_NAME=A036) That way, the Java installer could test the database using A0361, and then when the subprocess came along and tried to connect to A0361, it would get properly directed to A036, which it can use. Thanks again. Lyle NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and 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 message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: 75 Install and Database Administrator username/password (SOLVED)
Lyle, Thanks for sharing, it is diffinitelly very insightfull and certainly keeper. Regards, Nicky Madjarov phone: 973-202-4278 Find out how to bust your AR System performance @ http://www.SpeedUpARS.com - Original Message - From: Lyle Taylor Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Sent: Friday, April 03, 2009 6:13 PM Subject: Re: 75 Install and Database Administrator username/password (SOLVED) ** Thanks, all for your help. I finally figured out what the deal was. So, the issue was due to the fact that we are using an Oracle RAC which has multiple database servers hitting the same database for redundancy. The issue is that, while for most clients, the service name is the service name, for jdbc, it wants to specify the SID which appears to correspond to the Session ID in the RAC. In our case, the normal service name is A036, and normal clients can use that just fine. However, when jdbc goes and hits the server, it specifies a SID of A036, which the instance in the RAC that it's hitting doesn't expect. It turns out that, where we have two servers in the RAC, the Session IDs for the servers are A0361 and A0362. So, in the end, I had to specify A0361 instead of A036. In addition, BMC's install guide mentions that the service name and computer name need to be the same in tnsnames.ora. In this case, that is not correct, and cannot be set up that way. The issue is that, while jdbc needs A0361 to be able to connect, the processes that actually do the database updates don't use jdbc and can connect normally using A036. This has the effect that the installer needs one value to check the status of the database, and then the subprocess that updates the database needs another value. To handle that situation, I had to change the tnsnames.ora file so that it was like this: A0361 = (.. (SERVICE_NAME=A036) That way, the Java installer could test the database using A0361, and then when the subprocess came along and tried to connect to A0361, it would get properly directed to A036, which it can use. Thanks again. Lyle NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and 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 message. __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
