Re: ARS 7.6.04 Form Overlays - nextId increments

2011-04-21 Thread Misi Mladoniczky 
Hi,

These are only guesses, based on your results, but I think that the
important nextId-number would be the base-form-arschema-record (without
the __o).

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

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> Okay, maybe not...
>
> NTE:SYS-Define NT Events is schemaId 606
> BPCU created NTE:SYS-Define NT Events__o as schemaId 2032 because I added
> some notifications and that required additional attributes in the
> Notification Event field.
>
> NTE:SYS-Define NT Events 7.0.03 had 95 records and a nextId of 118
> NTE:SYS-Define NT Events__o has a nextId of 118 - picked up when it was
> created by BPCU
>
> After the upgrade to 7.6.04...
> NTE:SYS-Define NT Events 7.6.04 has 151 records and a nextId of 3356
> (Next-ID-Block-Size: 100 during upgrade)
> NTE:SYS-Define NT Events__o remains at a nextId of 118
>
> ...so they do NOT stay in sync.
>
> Christopher Strauss, Ph.D.
> Call Tracking Administration Manager
> University of North Texas Computing & IT Center
> http://itsm.unt.edu/
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
> Sent: Thursday, April 21, 2011 1:47 PM
> To: arslist@ARSLIST.ORG
> Subject: ARS 7.6.04 Form Overlays - nextId increments
>
> Observations:
> On my upgraded 7.6.04 system, there are now TWO schemas:
> HPD:Help Desk  (schemaId  993)
> HPD:Help Desk__o   (schemaId 2052)
>
> There are still the usual T, H, and B tables for 993, but NONE defined for
> 2052.  On first glance, schemaId 2052 appears to exist ONLY as an entry in
> the arschema table.  Since it does not have a T-table, the actual data for
> my custom fields must still be stored in T993, correct?
>
> Both tables have the same nextId - 59161.
>
> Which one do I set to 10 if I want to create test tickets in the
> overlaid system?  Both?  Will they increment together?  If not, what
> happens if you ever decide to delete your form overlay and go back to the
> origin object... will the nextId value be out of sync?  Inquiring minds
> want to know...
>
> No I haven't tested yet - I have to get to a point where I can easily roll
> the db back after I (potentially) screw it all up.
>
> Christopher Strauss, Ph.D.
> Call Tracking Administration Manager
> University of North Texas Computing & IT Center
> http://itsm.unt.edu/
>

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Re: notification on work info update

2011-04-21 Thread Andrew C Goodall 
Not only would that be great as OOTB but I think the incident needs to
be flagged in some way as "Needing Action" as a result of an incoming
work info update.

I think this is needed as well for those "Heads down" service desk
support groups where you don't necessarily use email notifications.

 

 

Regards,

 

Andrew Goodall

Software Engineer 2 | Development Services |  jcpenney . www.jcp.com
  



From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Doug Blair
Sent: Thursday, April 21, 2011 6:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: notification on work info update

 

JD

 

I'll second that.  I've done this at 3 other places so far.  It is
trickier than you might think, though. As I real we had to create the
work info and then go back and read the attachments from the Email
attachments form.

Doug

 

--

Doug Blair

+1 224-558-5462

 

Sent from my iPad2

Any typographic errors or misspellings are Steve Jobs' fault :-)


On Apr 21, 2011, at 12:38 PM, JD Hood  wrote:

** It seems like there used to be one that notified you when a
customer updated the ticket, but my memory wants to date that as pre
v7.x.

 

What needs to be out-of-the-box, configurable with an on/off
toggle, defaulted to "off":

 

1. Process inbound email, match it up with an existing ticket
(<= Resolved), and create a worklog entry (for Incident or Change) IF
the "from" address matches a CTM:People email address. 

 

2. Notify the assignee or group that anyone other than the
assignee added a work-info, regardless of how the update came in (email,
SR, another staffer on the ticket).

 

I know it's easy enough to do either. They seem like obvious
functionality that screams to be done, to where I wonder why BMC hasn't
done this yet *AND* it would keep me from modifying BMC forms, adding
mods that each client will have to be mindful of with each patch or
upgrade. 

 

So... Please?

 

Thanks,

JDHood

 

 

On Thu, Apr 21, 2011 at 12:48 PM, Guillaume Rheault <
 guilla...@dcshq.com> wrote:

There is no such thing...

Guillaume

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Re: notification on work info update

2011-04-21 Thread Doug Blair 
JD

I'll second that.  I've done this at 3 other places so far.  It is trickier 
than you might think, though. As I real we had to create the work info and then 
go back and read the attachments from the Email attachments form.

Doug

--
Doug Blair
+1 224-558-5462

Sent from my iPad2
Any typographic errors or misspellings are Steve Jobs' fault :-)

On Apr 21, 2011, at 12:38 PM, JD Hood  wrote:

> ** It seems like there used to be one that notified you when a customer 
> updated the ticket, but my memory wants to date that as pre v7.x.
> 
> What needs to be out-of-the-box, configurable with an on/off toggle, 
> defaulted to "off":
>  
> 1. Process inbound email, match it up with an existing ticket (<= Resolved), 
> and create a worklog entry (for Incident or Change) IF the "from" address 
> matches a CTM:People email address. 
> 
> 2. Notify the assignee or group that anyone other than the assignee added a 
> work-info, regardless of how the update came in (email, SR, another staffer 
> on the ticket).
> 
> I know it's easy enough to do either. They seem like obvious functionality 
> that screams to be done, to where I wonder why BMC hasn't done this yet *AND* 
> it would keep me from modifying BMC forms, adding mods that each client will 
> have to be mindful of with each patch or upgrade. 
> 
> So... Please?
> 
> Thanks,
> JDHood
> 
> 
> On Thu, Apr 21, 2011 at 12:48 PM, Guillaume Rheault  
> wrote:
> There is no such thing...
> 
> Guillaume
> 
> From: Action Request System discussion list(ARSList) [

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Re: ARS 7.6.04 Form Overlays - nextId increments

2011-04-21 Thread strauss 
Okay, maybe not...

NTE:SYS-Define NT Events is schemaId 606
BPCU created NTE:SYS-Define NT Events__o as schemaId 2032 because I added some 
notifications and that required additional attributes in the Notification Event 
field.

NTE:SYS-Define NT Events 7.0.03 had 95 records and a nextId of 118
NTE:SYS-Define NT Events__o has a nextId of 118 - picked up when it was created 
by BPCU

After the upgrade to 7.6.04...
NTE:SYS-Define NT Events 7.6.04 has 151 records and a nextId of 3356  
(Next-ID-Block-Size: 100 during upgrade)
NTE:SYS-Define NT Events__o remains at a nextId of 118

...so they do NOT stay in sync.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Thursday, April 21, 2011 1:47 PM
To: arslist@ARSLIST.ORG
Subject: ARS 7.6.04 Form Overlays - nextId increments

Observations:
On my upgraded 7.6.04 system, there are now TWO schemas:
HPD:Help Desk  (schemaId  993)
HPD:Help Desk__o   (schemaId 2052)

There are still the usual T, H, and B tables for 993, but NONE defined for 
2052.  On first glance, schemaId 2052 appears to exist ONLY as an entry in the 
arschema table.  Since it does not have a T-table, the actual data for my 
custom fields must still be stored in T993, correct?

Both tables have the same nextId - 59161.

Which one do I set to 10 if I want to create test tickets in the overlaid 
system?  Both?  Will they increment together?  If not, what happens if you ever 
decide to delete your form overlay and go back to the origin object... will the 
nextId value be out of sync?  Inquiring minds want to know...

No I haven't tested yet - I have to get to a point where I can easily roll the 
db back after I (potentially) screw it all up.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

Re: notification on work info update

2011-04-21 Thread JD Hood 
It seems like there used to be one that notified you when a customer updated
the ticket, but my memory wants to date that as pre v7.x.

What needs to be out-of-the-box, configurable with an on/off toggle,
defaulted to "off":

1. Process inbound email, match it up with an existing ticket (<= Resolved),
and create a worklog entry (for Incident or Change) IF the "from" address
matches a CTM:People email address.

2. Notify the assignee or group that anyone other than the assignee added a
work-info, regardless of how the update came in (email, SR, another staffer
on the ticket).

I know it's easy enough to do either. They seem like obvious functionality
that screams to be done, to where I wonder why BMC hasn't done this
yet *AND* it would keep me from modifying BMC forms, adding mods that each
client will have to be mindful of with each patch or upgrade.

So... Please?

Thanks,
JDHood


On Thu, Apr 21, 2011 at 12:48 PM, Guillaume Rheault wrote:

> There is no such thing...
>
> Guillaume
> 
> From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG]
> on behalf of Martinez, Marcelo A [marc...@cpchem.com]
> Sent: Thursday, April 14, 2011 12:11 PM
> To: arslist@ARSLIST.ORG
> Subject: notification on work info update
>
> ITSM 7.0.03
>
> Isn't there a OOB notification that goes out to the assignee when another
> person updates the work info of an incident? Thought I saw this somewhere
> ---
>
> Marcelo
>
>
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>
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ARS 7.6.04 Form Overlays - nextId increments

2011-04-21 Thread strauss 
Observations:
On my upgraded 7.6.04 system, there are now TWO schemas:
HPD:Help Desk  (schemaId  993)
HPD:Help Desk__o   (schemaId 2052)

There are still the usual T, H, and B tables for 993, but NONE defined for 
2052.  On first glance, schemaId 2052 appears to exist ONLY as an entry in the 
arschema table.  Since it does not have a T-table, the actual data for my 
custom fields must still be stored in T993, correct?

Both tables have the same nextId - 59161.

Which one do I set to 10 if I want to create test tickets in the overlaid 
system?  Both?  Will they increment together?  If not, what happens if you ever 
decide to delete your form overlay and go back to the origin object... will the 
nextId value be out of sync?  Inquiring minds want to know...

No I haven't tested yet - I have to get to a point where I can easily roll the 
db back after I (potentially) screw it all up.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

Re: ITSM 7.6.04 - Modify Incident or Change by Work Info or Email system

2011-04-21 Thread Blankenship, Mark G 
As designed.  You are not updating the TICKET.
  But I do understand their point.

Mark

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of "Mario Röhr"
Sent: Tuesday, April 19, 2011 1:24 AM
To: arslist@ARSLIST.ORG
Subject: ITSM 7.6.04 - Modify Incident or Change by Work Info or Email system

Hi Listers,

when you open an Incident or Change that is not assigned to yourself you will 
receive the banner stating "You do not have permission to modify this ticket".

But you can add a Work Info or use the Email System function within this ticket.

Our customer's opinion is that it should not be possible to use those both 
functions when you do not have the permission to modify the ticket. So the 
buttons should be hidden or at least disabled in this case.

what do you think, is it workin as designed?

Any feedback is very appreciated.

Thanks,
Mario

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Adding columns to an attachment pool

2011-04-21 Thread Shane Buchholz 
I have not been able to find an answer to this by browsing the BMC KB, ARSList 
or the product documentation so I was hoping someone here might have the answer.

I have a request to add a new column to an attachment pool that would display 
the date an attachment is added.  Is this something that is possible?  I have 
not been able to find a way to do this.  Any insight would be appreciated.

ARS 7.5
ITSM 7.6
Windows 2008
SQL 2005

Thanks,

Shane Buchholz
Systems Analyst II - Remedy
Information Services Business Operations
Samaritan Health Services


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Re: notification on work info update

2011-04-21 Thread Guillaume Rheault 
There is no such thing...

Guillaume

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Martinez, Marcelo A [marc...@cpchem.com]
Sent: Thursday, April 14, 2011 12:11 PM
To: arslist@ARSLIST.ORG
Subject: notification on work info update

ITSM 7.0.03

Isn't there a OOB notification that goes out to the assignee when another 
person updates the work info of an incident? Thought I saw this somewhere ---

Marcelo

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