AW: AW: AW: kind of selection
Dear Listers,
ok ok ok...I got it :) the problem was that I didn't have knowledge of the
external()-function to build the qualification within the table properties
for each ticket-request!
Thank you very much for help!
Regards Christoph
-Ursprüngliche Nachricht-
Von: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] Im Auftrag von Misi Mladoniczky
Gesendet: Freitag, 28. Oktober 2011 09:48
An: arslist@ARSLIST.ORG
Betreff: Re: AW: AW: kind of selection
Hi Christoph,
Did you get this to work?
If you are sending a notification, this must be done from a filter. You could
have a single Distribution List file with Email Addresses or Login
Names:
DistributionList = miz
christoph
bla...@test.com
blab...@test.com
And you can use my original suggestion, with a slight fix, to accomplish
this:
Left Table: (... AND NOT $DistrList$ LIKE % + 'Email' + %) Right Table:
(... AND $DistrList$ LIKE % + 'Email' + %)
ACTL: LeftToRight: ('Left Email' != $NULL$)
Set-Fields: CURRENT
DistrList = $DistrList$ +
+ $Left Email$
Change Field: Left Table Refresh
Change Field: Right Table Refresh
ACTL: RightToLeft ('Right Email' != $NULL$)
Set-Fields: CURRENT
Selected Ids = REPLACE($DistrList$,
+ $Right Email$, )
Change Field: Left Table Refresh
Change Field: Right Table Refresh
FLTR: Notify if ('DistrList' != $NULL$ AND ...)
Notify: $DistrList$
Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)
Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11):
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.
My original response for a solution is still the way to go. The help
guide in developer studio has already done most of the work for you,
telling you step by step what to do.
Two table fields all pointing to what ever form your people
information sits in.
Table 1 shows the list of users to pick from.
Table 2 has its qualification set to 1=2 so that does not show any data.
In table 1 the user selects a person and hits the add button.
Workflow calls the add row process on table 2 and fills in the details
of what was selected in table 1.
Repeat for each person added.
A delete button can remove people from table 2.
User can hit the send button which triggers workflow to walk table 2,
creating a notification for each person.
This should take you about 15 - 20 minutes to build if you are
familiar with the development environment.
This is the very implementation I used for one of our notification
systems.
The help document notes in developer studio gives added pointers and
other features to use for this process.
As Misi stated, this can be done with just the one form.
Brent...
Sent from my iPhone, so typo's or funky words can and do happen!
On Oct 25, 2011, at 2:08 PM, Wagner, Christoph
christoph.wag...@ard-stern.de wrote:
Hi listers,
this is exactly what I want.
I have a ticket form, where each request represents a failure in our
company, of course (e.g. Server A is down, Server B is down and so on).
For each request the user should select some out of 20 people which
have to be notified. For this selection I want to use two tables and
2 buttons (add and remove). The left table should contain every
people who could be notified (IS state). The right table should
contain the people who finally will be notified (target state).
Example:
|whole distribution list|| choosed distribution list|
| -||-
|
| people A|add| people A|
| people B|remove||
| people C|||
| ...|||
Misi, you said that I can do the whole thing in one form, to be exact:
in my ticket-form. As I read through the Form and Application Objects
Guide, I found out that tables are created as follows: a column
represents any field from my ticket-form and each row represents a
request from that form.
As you can see out of my example I need one column and at least 20
rows for the tables. For that I need one extra field in my
ticket-form, perhaps a character field named distribution list and
20 new requests with the right Email-Address inside this field.
And this is where I stuck, what I don't understand!!!
I need the requests from the form for my failures (Server A is
down...) and I need the requests from the form for the selection
itself. But I have to store the information of a failure and the
information of the two tables in one request. Am I right with this?
Or do I forget anything? This is what I don’t understand - this can't work
for me!
Thank you very much for your help!
Regards,
Re: EXTERNAL: Re: Preserve full mail formatting on incoming emails, possible?
No, I said the email is attached as an .eml file AND sometimes there is an HTML version also attached to the incoming AR System Email Messages record. You must select the Display Advanced Options field Yes and the extra pages will appear. Go to the Advanced Options page and then the Attachment Alternatives page/tab/panel. The attachment pool will display all of the attached versions of the incoming email. --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst 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 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jan Lindhardsen Sent: Monday, October 31, 2011 6:16 PM To: arslist@ARSLIST.ORG Subject: EXTERNAL: Re: Preserve full mail formatting on incoming emails, possible? Sandra, do you mean that the whole email is attached to a work detail, just the way i describe this? If so, how do you do that? We too create Work Info records from each incoming email, but I for anything do not understand how I can show the real email to my users. As John Reiser also says: you can see the HTML formatting of the email in the THML body field in Email Messages form, but how woudl I come round showing this INCLUDING the attachments in the right places? /Jan On Oct 31, 2011, at 12:34 , Hennigan, Sandra CTR WHS/ITMD/CACI wrote: Jan, We attach the email, as it is delivered, to a Work Detail record. Thank you, Sandra Hennigan Sr Remedy Developer EITSD/ITMD/CACI Office: CP6 Suite 1130 2221 S Clark Street Arlington, VA 22202 Office Direct Line: 703-607-0201 Blackberry: 703-380-6041 ITSM Support Line: 703-604-2426 Service Desk - 703-693-9842 sandra.hennigan@whs.mil -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jan Lindhardsen Sent: Monday, October 31, 2011 5:19 AM To: arslist@ARSLIST.ORG Subject: Preserve full mail formatting on incoming emails, possible? Hi All! It seems like this scenarios is very common, at least at some companies: A user have a problem, and spends a lot of time documenting this in their error report to the Service Desk. So directly in their Rich Text/HTML based email client like Outlook, they built a nicely formatted description like this: I have a problem with Word doing this: Here they insert this nice screenshot Which happened after I did this: Here comes the next screenshot And then I tried this: Just another screenshot When this is processed through Email Engine, all of this nice formatting is lost to the world (the system, you know ;-). And that seems to cause a bit of frustration both to the SD, and to the users who might have to resend this info directly to the person responsible for the Incident. . So are any of you aware of a way to preserve the RTF or Full HTML formatting including the pictures in the right places using email engine? i have not yet looked deep into this, but for all I know, this is not OOTB. I mean, even though we have HTML Body, I'm not aware that this can be put together with the attachments, but I might be wrong? Otherwise the only solution I can think of (as Email Engine does it's magic before we can interact with the data), is to have some 3rd party solution BEFORE the mail is read by Email Engine. This could be some kind of scanner which takes the whole email message, and creates a PDF from the content. A PDF which is then attached to the mail itself. Does such solutions exist? It seems like this is not such a strange requirement after all ;-) /Jan ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are smime.p7s Description: S/MIME cryptographic signature
Re: load balancer ars health check
As several other members of the list have pointed out, to truly ‘see’ if a node, either web or app is ‘on’….you need to perform some exercise of that node. In my case, this involved writing some Java code that does the exercising…on the web it took the form of a servlet that logs into the MidTier in question and verifies it gets to the home page properly. This servlet is monitored directly by the Web load balancer and if the check doesn’t return properly the web node is taken out of the rotation. Secondly, I wrote a little java app that logs into the app server directly (check 1, can it log in), and performs a query against the user form (check 2, can I do a query), and then makes a service call to check and see if the proper results are returned (check 3, is it responding to other types of calls)….if any of these 3 checks doesn’t work an alarm is generated….this app check is unfortunately not tied directly into the load balancer…but because monitoring performs this check routinely…we can take corrective actions relatively quickly if one of the app nodes goes offline….all of this was necessary because a simple ‘is the port active’ or ‘is the web server online’ wasn’t sufficient for us to determine that the processes were functional. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of patchsk Sent: Sunday, October 30, 2011 11:18 PM To: arslist@ARSLIST.ORG Subject: load balancer ars health check ** Just curious to see what are the different health check mechanisms being used for ARS in a load balanced env in different companies. We are using F5 and we have load balancing for Midtiers and also for ARS. For midtiers our health check was to monitor http://webserver:port/arsys/home url. And no issues with this. For ARS we are using tcp monitor on the ARS tcp port. However recently we are seeing on ars side that the ars tcp port is responding fine but the arserver itself is hung, so the load balancer is detecting as if the ARS is up and running but users end up getting timeouts during login. So how are you avoiding this situation in your organization? Are you guys writing perl/java/c login scripts and using these with the loadbalancer as health checks? _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
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Re: Complicated Table Loops
Hi Lisa. Table Looping can get a little wonky - when you try to walk them in a filter guide. I for one cannot think of a way to refresh a table field in a filter. At this point I am at a bit of loss trying to figure out what you are trying to accomplish - I have questions like: 1. Do you want to do all the workflow through filters? 2. Are you firing on a Display only form or a regular form? 3. When looping through the first table are you dynamically changing the qualification on the other two tables? 4. Can you use an active link to trigger the workflow; hence, taking advantage of the new Service Action? Let me know - maybe we can think of a way to get you going. On Oct 31, 6:20 pm, Kemes, Lisa lisa.ke...@te.com wrote: I've done multiple table loops on one form using an active link guide, but when I need to do this in an automated Filter Guide, for some reason it gets tricky. I have 3 tables on my form. I want to loop through the first table and then the 2nd and 3rd table will give me data based on the record in the first table. It's easy when I do an active link guide because I can refresh the tables 2 and 3 when the records in the first table get looped. But it doesn't seem to happen in filters (or filter guides). I have my first table set to fire workflow when selected, but how to I fire a refresh of table 2 and 3 in a filter? Lisa Kames AR System Developer TEIS - USA +1 717 810 2408 tell +1 717 602 9460 mobile lisa.ke...@te.commailto:lisa.ke...@te.com 100 Amp Drive Harrisburg, PA 17112 [http://www.te.com/images/socialmedia/smallTElogo.gif]http://www.te.com/ www.te.comhttp://www.te.com/ [http://www.te.com/images/socialmedia/twitter.png]http://twitter.com/teconnectivity [http://www.te.com/images/socialmedia/facebook.png] http://www.facebook.com/teconnectivity [http://www.te.com/images/socialmedia/flickr.png] http://www.flickr.com/photos/teconnectivity/ [http://www.te.com/images/socialmedia/linkedin.png] http://www.linkedin.com/groups?gid=1591657 [http://www.te.com/images/socialmedia/youtube.png] http://www.youtube.com/teconnectivity ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug12www.wwrug12.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Complicated Table Loops
Hi, Maybe you can do this with a service-call for each row, and pass the row-specific data to the service. Then you can do the second loop from inside the service. This can be done on a separate display-only form, or in the same form without loading all data. Just pass the data you need to the service, and return the resulting data fields. I have done exactly this, and the depth has been 4-5 levels... Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. I've done multiple table loops on one form using an active link guide, but when I need to do this in an automated Filter Guide, for some reason it gets tricky. I have 3 tables on my form. I want to loop through the first table and then the 2nd and 3rd table will give me data based on the record in the first table. It's easy when I do an active link guide because I can refresh the tables 2 and 3 when the records in the first table get looped. But it doesn't seem to happen in filters (or filter guides). I have my first table set to fire workflow when selected, but how to I fire a refresh of table 2 and 3 in a filter? Lisa Kames AR System Developer TEIS - USA +1 717 810 2408 tell +1 717 602 9460 mobile lisa.ke...@te.commailto:lisa.ke...@te.com 100 Amp Drive Harrisburg, PA 17112 [http://www.te.com/images/socialmedia/smallTElogo.gif]http://www.te.com/ www.te.comhttp://www.te.com/ [http://www.te.com/images/socialmedia/twitter.png]http://twitter.com/teconnectivity [http://www.te.com/images/socialmedia/facebook.png] http://www.facebook.com/teconnectivity [http://www.te.com/images/socialmedia/flickr.png] http://www.flickr.com/photos/teconnectivity/ [http://www.te.com/images/socialmedia/linkedin.png] http://www.linkedin.com/groups?gid=1591657 [http://www.te.com/images/socialmedia/youtube.png] http://www.youtube.com/teconnectivity ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Job Washing DC area
Hey Tom.. The title threw me off - I said to myself - I think we are in tough economic times when IT guys have to go out and cleanup DC to put food on the table. On Oct 31, 8:02 pm, Tom Hamill tompham...@gmail.com wrote: Hi All, Acuity, named one of the 2011 Best Places to Work by Washington Business Journal, is currently seeking full time Senior Remedy Developers to join our Department of State team. We are looking for an experienced developer that can work closely with customers as well as act as a lead when needed. Qualifications: - 3+ years with design, configuration, development and support of 7.5 Server and ITSM 7.6 Applications. - Experience with Incident Management,Change Management, Asset Management and Problem Management. - Experience with CMDB and AIE - Experience with custom Remedy workflow to meet specified requirements - Strong analytical and creative problem solving skills to resolve highly complex software design issues - Knowledge of ITIL Framework and best practice processes - US Citizen w/ Clearance Thank You, Tom Hamill tom.ham...@myacuity.com Acuity http://www.myacuity.com/ tom.ham...@myacuity.com ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug12www.wwrug12.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Job Washing DC area
I think Auto-Correct strikes again. Although there would be job security in cleaning up Washington D. C. Rick On Nov 1, 2011 12:12 PM, Elry elryal...@gmail.com wrote: Hey Tom.. The title threw me off - I said to myself - I think we are in tough economic times when IT guys have to go out and cleanup DC to put food on the table. On Oct 31, 8:02 pm, Tom Hamill tompham...@gmail.com wrote: Hi All, Acuity, named one of the 2011 Best Places to Work by Washington Business Journal, is currently seeking full time Senior Remedy Developers to join our Department of State team. We are looking for an experienced developer that can work closely with customers as well as act as a lead when needed. Qualifications: - 3+ years with design, configuration, development and support of 7.5 Server and ITSM 7.6 Applications. - Experience with Incident Management,Change Management, Asset Management and Problem Management. - Experience with CMDB and AIE - Experience with custom Remedy workflow to meet specified requirements - Strong analytical and creative problem solving skills to resolve highly complex software design issues - Knowledge of ITIL Framework and best practice processes - US Citizen w/ Clearance Thank You, Tom Hamill tom.ham...@myacuity.com Acuity http://www.myacuity.com/ tom.ham...@myacuity.com ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug12www.wwrug12.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
email engine grabbing the display name instead of email address of the sender
We have incoming emails turned on and we do some validation on From: field on Email Messages form before creating an incident. Usually this From: field is the email address of the sender. For some random users the remedy email engine is inserting their Display name in the From: instead of their email address. Due to this our validation is failing and not creating a ticket. It works fine for most of the users, for only a few percentage of people email engine is having this issue. We talked to our exchange server guy and he confirmed the users having the issue are configured in exchange server similar to any other users that do not have this issue. Did anyone seen this issue or any pointers on where to start investigating this? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
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Re: Complicated Table Loops
From what I understand, after reviewing logs is that the table gets refreshed in a filter as soon as you hit the Table Loop Call Guide. By staging the filter guides will determine the refresh order of the tables. the order of the guides determines the order the tables will get refreshed. This can be tested by setting an external Qual right before firing the table loop guide, and testing the results On Nov 1, 12:08 pm, Misi Mladoniczky m...@rrr.se wrote: Hi, Maybe you can do this with a service-call for each row, and pass the row-specific data to the service. Then you can do the second loop from inside the service. This can be done on a separate display-only form, or in the same form without loading all data. Just pass the data you need to the service, and return the resulting data fields. I have done exactly this, and the depth has been 4-5 levels... Best Regards - Misi, RRR AB,http://www.rrr.se(ARSList MVP 2011) Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, athttp://rrr.se. I've done multiple table loops on one form using an active link guide, but when I need to do this in an automated Filter Guide, for some reason it gets tricky. I have 3 tables on my form. I want to loop through the first table and then the 2nd and 3rd table will give me data based on the record in the first table. It's easy when I do an active link guide because I can refresh the tables 2 and 3 when the records in the first table get looped. But it doesn't seem to happen in filters (or filter guides). I have my first table set to fire workflow when selected, but how to I fire a refresh of table 2 and 3 in a filter? Lisa Kames AR System Developer TEIS - USA +1 717 810 2408begin_of_the_skype_highlighting +1 717 810 2408 end_of_the_skype_highlightingtell +1 717 602 9460begin_of_the_skype_highlighting +1 717 602 9460 end_of_the_skype_highlightingmobile lisa.ke...@te.commailto:lisa.ke...@te.com 100 Amp Drive Harrisburg, PA 17112 [http://www.te.com/images/socialmedia/smallTElogo.gif]http://www.te.com/ www.te.comhttp://www.te.com/ [http://www.te.com/images/socialmedia/twitter.png]http://twitter.com/teconnectivity [http://www.te.com/images/socialmedia/facebook.png] http://www.facebook.com/teconnectivity [http://www.te.com/images/socialmedia/flickr.png] http://www.flickr.com/photos/teconnectivity/ [http://www.te.com/images/socialmedia/linkedin.png] http://www.linkedin.com/groups?gid=1591657 [http://www.te.com/images/socialmedia/youtube.png] http://www.youtube.com/teconnectivity ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug12www.wwrug12.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug12www.wwrug12.comARSList: Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: AW: AW: kind of selection
Wow. I've always used joins and outer joins to manage the data in the two
tables, using active links to push data to the underlying forms. This is
a simpler approach using a local field to help limit the values returned to
each table. Then you'd also be able to show the proposed changes without
already writing them to the database. And give the user a chance to click
a save/commit button. good tip guys!
On Tue, Nov 1, 2011 at 6:14 AM, Wagner, Christoph
christoph.wag...@ard-stern.de wrote:
Dear Listers,
ok ok ok...I got it :) the problem was that I didn't have knowledge of the
external()-function to build the qualification within the table
properties for each ticket-request!
Thank you very much for help!
Regards Christoph
-Ursprüngliche Nachricht-
Von: Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG] Im Auftrag von Misi Mladoniczky
Gesendet: Freitag, 28. Oktober 2011 09:48
An: arslist@ARSLIST.ORG
Betreff: Re: AW: AW: kind of selection
Hi Christoph,
Did you get this to work?
If you are sending a notification, this must be done from a filter. You
could have a single Distribution List file with Email Addresses or Login
Names:
DistributionList = miz
christoph
bla...@test.com
blab...@test.com
And you can use my original suggestion, with a slight fix, to accomplish
this:
Left Table: (... AND NOT $DistrList$ LIKE % + 'Email' + %) Right
Table: (... AND $DistrList$ LIKE % + 'Email' + %)
ACTL: LeftToRight: ('Left Email' != $NULL$)
Set-Fields: CURRENT
DistrList = $DistrList$ +
+ $Left Email$
Change Field: Left Table Refresh
Change Field: Right Table Refresh
ACTL: RightToLeft ('Right Email' != $NULL$)
Set-Fields: CURRENT
Selected Ids = REPLACE($DistrList$,
+ $Right Email$, )
Change Field: Left Table Refresh
Change Field: Right Table Refresh
FLTR: Notify if ('DistrList' != $NULL$ AND ...)
Notify: $DistrList$
Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)
Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11):
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.
My original response for a solution is still the way to go. The help
guide in developer studio has already done most of the work for you,
telling you step by step what to do.
Two table fields all pointing to what ever form your people
information sits in.
Table 1 shows the list of users to pick from.
Table 2 has its qualification set to 1=2 so that does not show any data.
In table 1 the user selects a person and hits the add button.
Workflow calls the add row process on table 2 and fills in the details
of what was selected in table 1.
Repeat for each person added.
A delete button can remove people from table 2.
User can hit the send button which triggers workflow to walk table 2,
creating a notification for each person.
This should take you about 15 - 20 minutes to build if you are
familiar with the development environment.
This is the very implementation I used for one of our notification
systems.
The help document notes in developer studio gives added pointers and
other features to use for this process.
As Misi stated, this can be done with just the one form.
Brent...
Sent from my iPhone, so typo's or funky words can and do happen!
On Oct 25, 2011, at 2:08 PM, Wagner, Christoph
christoph.wag...@ard-stern.de wrote:
Hi listers,
this is exactly what I want.
I have a ticket form, where each request represents a failure in our
company, of course (e.g. Server A is down, Server B is down and so on).
For each request the user should select some out of 20 people which
have to be notified. For this selection I want to use two tables and
2 buttons (add and remove). The left table should contain every
people who could be notified (IS state). The right table should
contain the people who finally will be notified (target state).
Example:
|whole distribution list|| choosed distribution list|
| -||-
|
| people A|add| people A|
| people B|remove||
| people C|||
| ...|||
Misi, you said that I can do the whole thing in one form, to be exact:
in my ticket-form. As I read through the Form and Application Objects
Guide, I found out that tables are created as follows: a column
represents any field from my ticket-form and each row represents a
request from that form.
As you can see out of my example I need one column and at least 20
rows for the tables. For that I need one extra field in my
Re: ITSM - 7.6.04 - Email Templates
I thought I'd wait for any others to chime in on this since I'm fairly new to the list. Since no one has, I'll jump in. We're on 7.5 and heavily use the email engine for processing email in a LOT of ways such as auto routing incidents to select support groups based on from/to/subject/body etc. and appropriately categorize the tickets. The messages may come from end users, monitoring systems, hardware devices, or other much like the things you mention. It would be quite sad for us if this functionality went away. From what I see, the documentation doesn't look like it really changed much for the new version but I honestly haven't looked closely. The document structure still looks the same. We've only been on 7.5 (and Remedy) for a bit over a year so I can't speak to previous versions. We use the HPD:IncidentInterface_Create form for ticket creation. The question I currently have about email templates is related to attachments. The email template for HPD:IncidentInterface_Create has a reference to Attachment 1 with a field ID of 105791. When Remedy receives email with multiple attachments, they're visible in the incoming email. What I need to know is what field ID's/names can I use for subsequent attachments? At this point it seems the out of the box functionality/form is limited to a single attachment value. When it processes the incoming template with multiple attachments, only the first is assigned to the Incident since only one (Attachment 1) was defined. Is this possible out of the box? I'm not going to be modifying any forms etc. for this functionality. Thanks in advance. Ron. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire Sent: Tuesday, October 25, 2011 1:02 PM To: arslist@ARSLIST.ORG Subject: ITSM - 7.6.04 - Email Templates I have a team here that likes to create their own things and then have them send an email to Remedy to create a ticket. In the 6.3 world it was easy. Just send an email to the HPD:HelpDesk or CHG:Change form and it will create the ticket using an email template. Can I do the same thing in the 7.6.04 world or do I have to send it to one of the create forms... for example: WOI:WorkOrderInterface_Create Thank you all for your answers! I am swimming upstream on this! Thank goodness for the life vest that is the ARSList. Claire ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Direct Access URLs in RKM 7.6.04
Listers, has anyone else found a way in the newly architected RKM 7.6.04 to determine the direct URL to a knowledge article to open a specific article in display view? Our use case is simple, users can search for knowledge and view articles by clicking on the results list. But if I have an article that I want to send to someone, we can't find a way to get the URL directly to that article to send to someone or reference within another article. This was simple in previous versions of RKM but we're having much difficulty due to the intricacies introduced with the new landing page and the fact that embedded document id in the URL are not working in giving us a way to directly open one particular article via URL. Anyone encountered? We've tried the following unsuccessfully as an example: http://servername/arsys/forms/servername/RKM%3AKnowledgeArticleManager/Display+View/?docid=KBA0005http://%3cservername%3e/arsys/forms/%3cservername%3e/RKM%3AKnowledgeArticleManager/Display+View/?docid=KBA0005 Anyone cracked this code? Nathan Aker ITSM Solution Architect McAfee, Inc. 5000 Headquarters Drive Plano, TX 75024 Direct: 972.963.7611 Mobile: 469.644.7402 Web:www.mcafee.comhttp://internal.nai.com/division/marketing/BrandMarketing/templates/www.mcafee.com [cid:image001.jpg@01CC98BC.52E6C1F0] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are inline: image001.jpg
Request for Comments
This is more a high level discussion and is concept/design oriented. Please feel free to chime in with your thoughts. I look forward to the collective wisdom of this list. I is my hope that a a constructive discussion can happen around this subject and the powers that be can gain insight gleaned from the discussion. First, a little background. I was in the Help Desk/ITSM space, left that arena for a few years, and have since returned. After working with the ITSM application for a few short months I am realizing how tightly ingrained these applications are with one another (incident, problem, asset, change, cmdb, etc.). The tightly coupled integrations make certain tasks exceedingly difficult, for example: - using an outside system for change management (or any other process, for that matter) - upgrading a single application in the stack (e.g., change management) - integrating outside applications with the ITSM applications Non-remedy or custom remedy applications are unable to easily or effectively communicate with the ITSM applications in the same way that the ITSM applications communicate with one another. Even different versions of the applications are unable to effectively communicate. Consider that each application facilitates a well defined process. Each process has inputs, outputs, and actions. The ITSM applications could have (and leverage, internally) interfaces to communicate their inputs and inputs, outputs, and actions. Java Interfaces are an implementation of this design pattern that are a prime example of the flexibilities that this can afford. *Interfaces form a contract between the class and the outside world...* *-- *http://download.oracle.com/javase/tutorial/java/concepts/interface.html Interfaces can be versioned (e.g., 'Create Incident' interface version 1 supports a field ,Priority; 'Create Incident' interface version 2 supports a new field, Urgency, etc.). By creating an interface (i.e., a contract) and back-end instrumentation to implement the interface, applications could be upgraded independent of one another; all the communicating components need to know is the version of the interface and that dictates the capabilities of said interface. With this idea, I am borrowing from the approach that many of the SOA stacks are implementing: *One the most popular approaches for dealing with changes is versioning. Versioning assumes simultaneous existence of multiple (different) implementations of the same thing, with every implementation distinguishable and individually addressable. In the case of SOA, service versioning equates to coexistence of multiple versions of the same service, which allows each consumer to use the version that it is designed and tested for (see Figure 1). In this case, a new version of a service is created based on the requirements of one or more consumers, which can start using this new version immediately. The other consumers of this service do not need to switch to using the latest version immediately, but can continue to use the versions of the service they were designed for and tested with. They can switch to the latest version of service, based on their own development and testing schedule. Multiple coexisting versions of the same service in the system allows for the independent life cycles of services and their consumers and minimizes the overall impact of the introduction of changes. Although the necessity of such versioning mechanism may be obvious to anyone who has ever dealt with services, this topic still has not penetrated the mainstream of SOA publications and implementations. * -- http://msdn.microsoft.com/en-us/library/bb491124.aspx#jour11version_topic3 A few key concepts here: - Interfaces and versioning - Well defined interfaces - Interface life-cycle (e.g., the last 3 major versions of the interfaces will remain supported, after which, they are deprecated) - Loosely coupled applications (to the extent that the applications could run on different physical servers/databases) that leverage only the interfaces the applications provide as a means of communication Such a change to the current paradigm would open the doors to a lot of things that are simply not feasible at this time, all of which start with better interoperability. This is something that is important in the cloud space. A proper implementation of the above ideas would lead an application that is easily pluggable into a SOA backbone so that the services the applications provide can be used by any other application that is able to reach out to the SOA backbone. I think that running each application within ITSM on separate servers would be a good gauge of an effective implementation of this paradigm. I look forward to your thoughts. Regards, Axton Grams ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Direct Access URLs in RKM 7.6.04
The good news: the direct URL to the article is actually stored in a field in the article – do a report to see it. But there's bad news – there is a separate, different, direct URL to each version of the article. The bad news: an idiot designed this thing. There is a VERY involved and seemingly effective versioning system that upon each edit flags the old version of the article obsolete and creates a new one. That means that if you send out a link to the article to a customer, then notice something that needs updating and make the change, you just made the link that you sent to the customer obsolete. It goes to the old article and throws an error at the customer when they use it. Brilliant. Now, they created a surrogate record with an abbreviated KB article ID to display in the console that keeps track of the current version of the article, so that when you open it from the console or from a search you will get the current version. So the console works, and live searches work, but any link you send out will become obsolete after the next update. Since we have direct links to our RKM 7.2 articles embedded in an FAQ page in the helpdesk web, and in Kinetic Request service items, and these links cannot be allowed to become obsolete, we gave up on RKM 7.6.04 and kept our 7.2 system in production. In theory, the new direct URL to a kb article should either point at the surrogate record used in the console, or be constructed as a live search that will return the current version of the article at any point in time. That is not documented or demonstrated, and we ran out of time to figure it out ourselves (if it is even possible) before our ITSM 7.6.04 system had to go live. Unless they make corrections to this deficiency in their design, the only path that we are left will probably be via a live search, which will require us to completely change how we use the application. In our case, it's on the back burner for now; it may be just one more nail in the coffin. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Nathan Aker nathan_a...@mcafee.commailto:nathan_a...@mcafee.com Reply-To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Date: Tue, 1 Nov 2011 17:54:37 -0500 To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Direct Access URLs in RKM 7.6.04 ** Listers, has anyone else found a way in the newly architected RKM 7.6.04 to determine the direct URL to a knowledge article to open a specific article in display view? Our use case is simple, users can search for knowledge and view articles by clicking on the results list. But if I have an article that I want to send to someone, we can’t find a way to get the URL directly to that article to send to someone or reference within another article. This was simple in previous versions of RKM but we’re having much difficulty due to the intricacies introduced with the new landing page and the fact that embedded document id in the URL are not working in giving us a way to directly open one particular article via URL. Anyone encountered? We’ve tried the following unsuccessfully as an example: http://servername/arsys/forms/servername/RKM%3AKnowledgeArticleManager/Display+View/?docid=KBA0005http://%3cservername%3e/arsys/forms/%3cservername%3e/RKM%3AKnowledgeArticleManager/Display+View/?docid=KBA0005 Anyone cracked this code? Nathan Aker ITSM Solution Architect McAfee, Inc. 5000 Headquarters Drive Plano, TX 75024 Direct: 972.963.7611 Mobile: 469.644.7402 Web:www.mcafee.comhttp://internal.nai.com/division/marketing/BrandMarketing/templates/www.mcafee.com [cid:image001.jpg@01CC98BC.52E6C1F0] _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are inline: image001.jpg
