Re: Data validation in character fields
Hi,
There is some problems with that approach...
1. It is hard to control if you get a NL or CR+NL in the field. A CR+NL
will not match a NL-only...
2. Some database adds a space to the beginning of the string if it only
has a CR+NL or NL in it, which would then result in SPACE+CR+NL or
SPACE+NL...
3. To fix this, you can do a RIGHT("
", 1), but you can not use functions in Run-if, and you will have to
resort to two FLTR:s and a tmp-field anyway...
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.
> Susan,
>
> Try this old-school trick:
>
>
>
> 1. Open a text editor like 'notepad'
>
> 2. In a new doc, type this:
>
> a.
>
> b.
>
> c.
>
> 3. Select all and copy to an active link with a Set Field that puts
> this string into a tmp_field. Use the tmp_field name in work flow.
>
>
>
> BTW, you could use the REPLACE function to change them into something
> else,
> like an *
>
>
>
> HTH,
>
> Joel
>
> Joel Senderjdsen...@earthlink.net310.829.5552
>
>
>
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Susan Palmer
> Sent: Wednesday, August 22, 2012 3:01 PM
> To: arslist@ARSLIST.ORG
> Subject: Data validation in character fields
>
>
>
> **
>
> Hi everyone,
>
>
>
> On a regular form with a character field I need to be able to validate
> that
> there are no 'carriage returns' at the end of the data.
>
>
>
> Example:
>
> The field should contain - ABC Company
>
>
>
> but instead it contains -
>
> ABC Company
>
> ABC Company
>
> ABC Company
>
>
>
> This is purely a human error during input. They may be copy/pasting from
> a
> spreadsheet and somehow do paste more than once or any other creative way
> of
> doing this. Unlikely they are actually typing this. The field length is
> 100 characters, 76 of which display. But since only 1 row is displayed
> it's
> not evident when you look at the record that the above situation occurs.
>
>
>
> So I want to put a filter in that will produce an error when there is a
> 'carriage return' (or whatever they are called these days) upon save. But
> I
> cannot figure out how to create that special character in the
> qualification
> line. I was thinking something like 'Site Name' LIKE "%symbol" but I
> don't
> know what to put where the word symbol is. There is never a situation
> when
> we want the CR.
>
>
>
>>From a Remedy perspective this whole thing doesn't even matter. But we
>> have
> other systems that suck the data out of Remedy and they break when they
> get
> this data. No suitable comment available for that issue.
>
>
>
> I'd appreciate any ideas you may have.
>
>
>
> Thanks,
>
> Susan
>
>
>
> Susan Palmer
>
> ShopperTrak
>
> 200 W Monroe 11th Floor
>
> Chicago, IL 60606
>
> 312-529-5325
>
> spal...@shoppertrak.com
>
>
>
> ARS v7.5
>
> Oracle 10g
>
> User Tool v7.5
>
> Sun Solaris
>
>
>
>
>
> _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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Fwd: Use of sync ui
Hi all, Can you please help me in clarifying the below mentioned issue?? Regards Kiran --Sent from my samsung mobile So typo's or funky words might /will be present. -- Forwarded message -- From: "kiran" Date: Aug 23, 2012 12:30 AM Subject: Use of sync ui To: "arslist@arslist.org" Hi all, What is the use of running "sync ui" after doing an update on a form vai clasa manager. Are these modifications available to the ast forms Without soing q sync ui Regards Kiran --Sent from my samsung mobile So typo's or funky words might /will be present. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Re: Flashboard drilldown opens first record
This is a known error, fixed in sp2 I believe. Sent from my iPad On Aug 20, 2012, at 6:23 PM, "Barry Sweetman" wrote: > Sorry, forget to identfy the Remedy version as 7.6.04 > > ___ > 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"
Server Information shows Windows 6.1
Hi everybody Anyone knows if this is normal? one AR Server is on a virtual machine on Windows 2008 but if you go to Server Information you can read "Windows 6.1" which I understand is the former code version for Windows 7 Regards! Mauricio ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Re: Data validation in character fields
As Fred pointed out that is not really a pipe character, it displayed like a
pipe character though there was a visible difference between an actual pipe
character and that. Freds described it correctly as a 'wide pipe
character'.. That is just the way the Admin Tool displayed a carriage return
in code.
That’s quite a smart solution Fred.. I think I had used something similar
for a different special character before.. not sure which one but I wouldn’t
be surprised if it was for %..
Joe
-Original Message-
From: Grooms, Frederick W
Sent: Wednesday, August 22, 2012 7:31 PM Newsgroups:
public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: Data validation in character fields
In the Admin tool, the character used to show up as a wide pipe character.
That's probably what you are thinking of.
Fred
- Original Message -
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Susan Palmer
Sent: Wednesday, August 22, 2012 6:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: Data validation in character fields
** Hi Fred,
That would have never crossed my mine. I tried using a pipe character,
seems I've done that before but maybe it just showed up that way when doing
email type filters.
I will give this a try and let you know how it goes!
Thanks!
Susan
- Original Message -
On Wed, Aug 22, 2012 at 6:20 PM, Grooms, Frederick W wrote:
**
You probably will have to use 2 filters
Filter 1
Set a DisplayOnly field to the Carriage Return using SQL (for the list I
am calling it zCarriageReturn)
SQL = SELECT chr(10) from DUAL
Filter 2 Run-If to show error
'FieldToCheck' Like (("%" + $zCarriageReturn$) + "%")
I know some people will say to just use a Return inside 2 double quotes, but
that will not always work. The method above will always work
Fred
- Original Message -
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Susan Palmer
Sent: Wednesday, August 22, 2012 5:01 PM
To: arslist@ARSLIST.ORG
Subject: Data validation in character fields
**
Hi everyone,
On a regular form with a character field I need to be able to validate that
there are no 'carriage returns' at the end of the data.
Example:
The field should contain - ABC Company
but instead it contains -
ABC Company
ABC Company
ABC Company
This is purely a human error during input. They may be copy/pasting from a
spreadsheet and somehow do paste more than once or any other creative way of
doing this. Unlikely they are actually typing this. The field length is
100 characters, 76 of which display. But since only 1 row is displayed it's
not evident when you look at the record that the above situation occurs.
So I want to put a filter in that will produce an error when there is a
'carriage return' (or whatever they are called these days) upon save. But I
cannot figure out how to create that special character in the qualification
line. I was thinking something like 'Site Name' LIKE "%symbol" but I don't
know what to put where the word symbol is. There is never a situation when
we want the CR.
From a Remedy perspective this whole thing doesn't even matter. But we have
other systems that suck the data out of Remedy and they break when they get
this data. No suitable comment available for that issue.
I'd appreciate any ideas you may have.
Thanks,
Susan
Susan Palmer
ShopperTrak
200 W Monroe 11th Floor
Chicago, IL 60606
312-529-5325
spal...@shoppertrak.com
ARS v7.5
Oracle 10g
User Tool v7.5
Sun Solaris
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
___
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attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Re: Data validation in character fields
Susan, Try this old-school trick: 1. Open a text editor like 'notepad' 2. In a new doc, type this: a. b. c. 3. Select all and copy to an active link with a Set Field that puts this string into a tmp_field. Use the tmp_field name in work flow. BTW, you could use the REPLACE function to change them into something else, like an * HTH, Joel Joel Senderjdsen...@earthlink.net310.829.5552 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Susan Palmer Sent: Wednesday, August 22, 2012 3:01 PM To: arslist@ARSLIST.ORG Subject: Data validation in character fields ** Hi everyone, On a regular form with a character field I need to be able to validate that there are no 'carriage returns' at the end of the data. Example: The field should contain - ABC Company but instead it contains - ABC Company ABC Company ABC Company This is purely a human error during input. They may be copy/pasting from a spreadsheet and somehow do paste more than once or any other creative way of doing this. Unlikely they are actually typing this. The field length is 100 characters, 76 of which display. But since only 1 row is displayed it's not evident when you look at the record that the above situation occurs. So I want to put a filter in that will produce an error when there is a 'carriage return' (or whatever they are called these days) upon save. But I cannot figure out how to create that special character in the qualification line. I was thinking something like 'Site Name' LIKE "%symbol" but I don't know what to put where the word symbol is. There is never a situation when we want the CR. >From a Remedy perspective this whole thing doesn't even matter. But we have other systems that suck the data out of Remedy and they break when they get this data. No suitable comment available for that issue. I'd appreciate any ideas you may have. Thanks, Susan Susan Palmer ShopperTrak 200 W Monroe 11th Floor Chicago, IL 60606 312-529-5325 spal...@shoppertrak.com ARS v7.5 Oracle 10g User Tool v7.5 Sun Solaris _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"
Re: Data validation in character fields
In the Admin tool, the character used to show up as a wide pipe character.
That's probably what you are thinking of.
Fred
- Original Message -
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Susan Palmer
Sent: Wednesday, August 22, 2012 6:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: Data validation in character fields
** Hi Fred,
That would have never crossed my mine. I tried using a pipe character, seems
I've done that before but maybe it just showed up that way when doing email
type filters.
I will give this a try and let you know how it goes!
Thanks!
Susan
- Original Message -
On Wed, Aug 22, 2012 at 6:20 PM, Grooms, Frederick W wrote:
**
You probably will have to use 2 filters
Filter 1
Set a DisplayOnly field to the Carriage Return using SQL (for the list I am
calling it zCarriageReturn)
SQL = SELECT chr(10) from DUAL
Filter 2 Run-If to show error
'FieldToCheck' Like (("%" + $zCarriageReturn$) + "%")
I know some people will say to just use a Return inside 2 double quotes, but
that will not always work. The method above will always work
Fred
- Original Message -
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Susan Palmer
Sent: Wednesday, August 22, 2012 5:01 PM
To: arslist@ARSLIST.ORG
Subject: Data validation in character fields
**
Hi everyone,
On a regular form with a character field I need to be able to validate that
there are no 'carriage returns' at the end of the data.
Example:
The field should contain - ABC Company
but instead it contains -
ABC Company
ABC Company
ABC Company
This is purely a human error during input. They may be copy/pasting from a
spreadsheet and somehow do paste more than once or any other creative way of
doing this. Unlikely they are actually typing this. The field length is 100
characters, 76 of which display. But since only 1 row is displayed it's not
evident when you look at the record that the above situation occurs.
So I want to put a filter in that will produce an error when there is a
'carriage return' (or whatever they are called these days) upon save. But I
cannot figure out how to create that special character in the qualification
line. I was thinking something like 'Site Name' LIKE "%symbol" but I don't
know what to put where the word symbol is. There is never a situation when we
want the CR.
>From a Remedy perspective this whole thing doesn't even matter. But we have
>other systems that suck the data out of Remedy and they break when they get
>this data. No suitable comment available for that issue.
I'd appreciate any ideas you may have.
Thanks,
Susan
Susan Palmer
ShopperTrak
200 W Monroe 11th Floor
Chicago, IL 60606
312-529-5325
spal...@shoppertrak.com
ARS v7.5
Oracle 10g
User Tool v7.5
Sun Solaris
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Re: Data validation in character fields
Hi Fred, That would have never crossed my mine. I tried using a pipe character, seems I've done that before but maybe it just showed up that way when doing email type filters. I will give this a try and let you know how it goes! Thanks! Susan On Wed, Aug 22, 2012 at 6:20 PM, Grooms, Frederick W < frederick.w.gro...@xo.com> wrote: > ** > > You probably will have to use 2 filters > > ** ** > > Filter 1 > > Set a DisplayOnly field to the Carriage Return using SQL (for the list > I am calling it zCarriageReturn) > > SQL = SELECT chr(10) from DUAL > > ** ** > > Filter 2 Run-If to show error > > ‘FieldToCheck’ Like ((“%” + $zCarriageReturn$) + “%”) > > ** ** > > ** ** > > I know some people will say to just use a Return inside 2 double quotes, > but that will not always work. The method above will always work > > ** ** > > Fred > > ** ** > > ** ** > > *From:* Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] *On Behalf Of *Susan Palmer > *Sent:* Wednesday, August 22, 2012 5:01 PM > *To:* arslist@ARSLIST.ORG > *Subject:* Data validation in character fields > > ** ** > > ** > > Hi everyone, > > > > On a regular form with a character field I need to be able to validate > that there are no 'carriage returns' at the end of the data. > > > > Example: > > The field should contain - ABC Company > > > > but instead it contains - > > ABC Company > > ABC Company > > ABC Company > > > > This is purely a human error during input. They may be copy/pasting from > a spreadsheet and somehow do paste more than once or any other creative way > of doing this. Unlikely they are actually typing this. The field length > is 100 characters, 76 of which display. But since only 1 row is displayed > it's not evident when you look at the record that the above situation > occurs. > > > > So I want to put a filter in that will produce an error when there is a > 'carriage return' (or whatever they are called these days) upon save. But > I cannot figure out how to create that special character in the > qualification line. I was thinking something like 'Site Name' LIKE > "%symbol" but I don't know what to put where the word symbol is. There is > never a situation when we want the CR. > > > > From a Remedy perspective this whole thing doesn't even matter. But we > have other systems that suck the data out of Remedy and they break when > they get this data. No suitable comment available for that issue. > > > > I'd appreciate any ideas you may have. > > > > Thanks, > > Susan > > > > Susan Palmer > > ShopperTrak > > 200 W Monroe 11th Floor > > Chicago, IL 60606 > > 312-529-5325 > > spal...@shoppertrak.com > > > > ARS v7.5 > > Oracle 10g > > User Tool v7.5 > > Sun Solaris > > > > > > ** ** > > ** ** > _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"
Data validation in character fields
Hi everyone, On a regular form with a character field I need to be able to validate that there are no 'carriage returns' at the end of the data. Example: The field should contain - ABC Company but instead it contains - ABC Company ABC Company ABC Company This is purely a human error during input. They may be copy/pasting from a spreadsheet and somehow do paste more than once or any other creative way of doing this. Unlikely they are actually typing this. The field length is 100 characters, 76 of which display. But since only 1 row is displayed it's not evident when you look at the record that the above situation occurs. So I want to put a filter in that will produce an error when there is a 'carriage return' (or whatever they are called these days) upon save. But I cannot figure out how to create that special character in the qualification line. I was thinking something like 'Site Name' LIKE "%symbol" but I don't know what to put where the word symbol is. There is never a situation when we want the CR. >From a Remedy perspective this whole thing doesn't even matter. But we have other systems that suck the data out of Remedy and they break when they get this data. No suitable comment available for that issue. I'd appreciate any ideas you may have. Thanks, Susan Susan Palmer ShopperTrak 200 W Monroe 11th Floor Chicago, IL 60606 312-529-5325 spal...@shoppertrak.com ARS v7.5 Oracle 10g User Tool v7.5 Sun Solaris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Use of sync ui
Hi all, What is the use of running "sync ui" after doing an update on a form vai clasa manager. Are these modifications available to the ast forms Without soing q sync ui Regards Kiran --Sent from my samsung mobile So typo's or funky words might /will be present. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Re: Finding: Incident Business-Time Duration, minus Pending Status time
Hi, This can be achieved by creating separate form with same logic as Incident assignment log. We had done this for one of our client and were effective to calculate pending time for incident. -- Regards, Sunil Vyom Labs Pvt. Ltd. BSM Solutions & Services || ITIL Consulting & Training Email: i...@vyomlabs.com || Web Site: www.vyomlabs.com Follow Vyom Labs http://twitter.com/#!/vyomlabs || http://www.linkedin.com/company/vyom-labs -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Ray Palla Sent: Tuesday, August 21, 2012 11:35 PM To: arslist@ARSLIST.ORG Subject: Finding: Incident Business-Time Duration, minus Pending Status time Ladies and Gentlemen; I'm looking for a field or place to grab the Incident Business Time Duration for an ITMS 7.6.04 Incient Module ticket, excluding the time(s) that the ticket is in "Pending" 'Status'. I've found in the Incident Assignment Log form, the field 'Business Hours Duration (Sec)'. If I do a sum on all assignments related to the Incident Number, I can get the total seconds that the ticket was open. I need to be able to subtract the amount of time that the ticket was in "Pending", like the SLM module would use to determine if an SLA was met or missed. I've spent considerable cycles looking for a place to grab the data from a field in SLM, but can't seem to find it. Anyone, have a suggestion for a place to look, or a formula to use to get the desired result into a report??? Thanks; R ___ 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: Finding: Incident Business-Time Duration, minus Pending Status time
Forgot to add - so mean time to resolve - should be (HPD.[Last_Resolved_Date]-HPD.[Submit_Date]) - SLM.[DownElapsedTime] Regards, Andrew C. Goodall Software Engineer Development Services ago...@jcpenney.com jcpenney 6501 Legacy Drive Plano, TX 75024 jcp.com -Original Message- From: Goodall, Andrew C Sent: Wednesday, August 22, 2012 10:31 AM To: arslist@arslist.org Subject: RE: Finding: Incident Business-Time Duration, minus Pending Status time I believe the SLA/OLA Pause Time (DownElapsedTime) is meant to include the excludes and the outside of business time window if you are using a business schedule in the business entity definition of your SLA/OLA. In SLM:Measurement SLA Due Date = SVTDueDate SLA Goal Time = GoalSchedGoalTime SLA Used Goal Time = UpTime SLA Pause Time = DownElapsedTime < this should contain the time outside business window and anyother excludes added to terms and conditions e.g. we exclude pending status for incident resolution sla. SLA Missed or Met amount = MetMissedAmount. In SQL it would be something like...(this is straight without my own functions to resolve date and enumerated fields to real values) SELECT HPD.[Incident_Number] ,SLM.[SVTTitle] ,SLM.[MeasurementStatus] ,HPD.[Last_Resolved_Date]-HPD.[Submit_Date] As TimetoResolvedSecs ,SLM.[OverallStartTime] ,SLM.[OverallStopTime] ,SLM.[GoalSchedGoalTime] ,SLM.[UpTime] ,SLM.[DownElapsedTime] ,SLM.[MetMissedAmount] ,SLM.[SVTDueDate] ,HPD.[Last_Resolved_Date] FROM [dbo].[SLM_Measurement] SLM WITH(NOLOCK) INNER JOIN [dbo].[HPD_Help_Desk] HPD WITH(NOLOCK) on SLM.[ApplicationUserFriendlyID] = HPD.[Incident_Number] where SLM.[Data_Source___App_Form] = 'HPD:Help Desk' and SLM.[GoalCategoryChar] = 'Incident Resolution Time' and HPD.Status >= 4 order by HPD.[Incident_Number] Regards, Andrew C. Goodall Software Engineer Development Services ago...@jcpenney.com jcpenney 6501 Legacy Drive Plano, TX 75024 jcp.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@arslist.org] On Behalf Of Ray Palla Sent: Wednesday, August 22, 2012 9:59 AM To: arslist@arslist.org Subject: Re: Finding: Incident Business-Time Duration, minus Pending Status time Yes Andrew, we are using the SLM module. We've spent considerable time trying to determine where the fields are located in SLM. We believe we should be able to create a Join between HPD:Help Desk and SLM:Measurement to capture our report. We are needing Meantime to Resolved, accounting for Business Time, and minus Pending time. The fields we would need to include from SLM:Measurement are not intuitive to us, however. We've determined that it may be easier for us to create our own Custom form (similar to IncidentAssignmentLog) that would hold the Duration Seconds and also accumulate the Pending time. From there, we could do the math and create the Join to HPD:Help Desk. We're still open to other suggestions, however. Has anyone been able to create a similar report with accurate data? Thanks all, good feedback thus far; R Quoting "Goodall, Andrew C" : > SLM can handle this - do you have the SLM module? > > Regards, > > Andrew C. Goodall > Software Engineer > Development Services > ago...@jcpenney.com > jcpenney > 6501 Legacy Drive > Plano, TX 75024 > jcp.com > > > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:arslist@arslist.org] On Behalf Of Ray Palla > Sent: Tuesday, August 21, 2012 2:47 PM > To: arslist@arslist.org > Subject: Re: Finding: Incident Business-Time Duration, minus Pending > Status time > > This suggestion is possibly realistic, however the amount of coding to > parse out the Pending time is a vast effort. > > Any other ideas other than creating a custom form specifically for > tracking business time and pending time for every Incident modification? > > R > > Quoting patchsk : > >> Did you check the incident audit log? You can calculate the amount of time >> the ticket is in pending status from there. >> >> On Tuesday, August 21, 2012 11:04:57 AM UTC-7, Ray Palla wrote: >>> >>> Ladies and Gentlemen; >>> >>> I'm looking for a field or place to grab the Incident Business Time >>> Duration for an ITMS 7.6.04 Incient Module ticket, excluding the time(s) >>> that the ticket is in "Pending" 'Status'. >>> >>> I've found in the Incident Assignment Log form, the field 'Business Hours >>> Duration (Sec)'. If I do a sum on all assignments related to the Incident >>> Number, I can get the total seconds that the ticket was open. I need to be >>> able to subtract the amount of time that the ticket was in "Pending", like >>> the SLM module would use to determine if an SLA was met or missed. I've >>> spent considerable cycles looking for a place to grab the data from a field >>> in SLM, but can't seem to find it. >>> >>> Anyone, have a suggestion for a place to look, or a formula to use to get >>> the desired result into a report?
Re: Finding: Incident Business-Time Duration, minus Pending Status time
I believe the SLA/OLA Pause Time (DownElapsedTime) is meant to include the excludes and the outside of business time window if you are using a business schedule in the business entity definition of your SLA/OLA. In SLM:Measurement SLA Due Date = SVTDueDate SLA Goal Time = GoalSchedGoalTime SLA Used Goal Time = UpTime SLA Pause Time = DownElapsedTime < this should contain the time outside business window and anyother excludes added to terms and conditions e.g. we exclude pending status for incident resolution sla. SLA Missed or Met amount = MetMissedAmount. In SQL it would be something like...(this is straight without my own functions to resolve date and enumerated fields to real values) SELECT HPD.[Incident_Number] ,SLM.[SVTTitle] ,SLM.[MeasurementStatus] ,HPD.[Last_Resolved_Date]-HPD.[Submit_Date] As TimetoResolvedSecs ,SLM.[OverallStartTime] ,SLM.[OverallStopTime] ,SLM.[GoalSchedGoalTime] ,SLM.[UpTime] ,SLM.[DownElapsedTime] ,SLM.[MetMissedAmount] ,SLM.[SVTDueDate] ,HPD.[Last_Resolved_Date] FROM [dbo].[SLM_Measurement] SLM WITH(NOLOCK) INNER JOIN [dbo].[HPD_Help_Desk] HPD WITH(NOLOCK) on SLM.[ApplicationUserFriendlyID] = HPD.[Incident_Number] where SLM.[Data_Source___App_Form] = 'HPD:Help Desk' and SLM.[GoalCategoryChar] = 'Incident Resolution Time' and HPD.Status >= 4 order by HPD.[Incident_Number] Regards, Andrew C. Goodall Software Engineer Development Services ago...@jcpenney.com jcpenney 6501 Legacy Drive Plano, TX 75024 jcp.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@arslist.org] On Behalf Of Ray Palla Sent: Wednesday, August 22, 2012 9:59 AM To: arslist@arslist.org Subject: Re: Finding: Incident Business-Time Duration, minus Pending Status time Yes Andrew, we are using the SLM module. We've spent considerable time trying to determine where the fields are located in SLM. We believe we should be able to create a Join between HPD:Help Desk and SLM:Measurement to capture our report. We are needing Meantime to Resolved, accounting for Business Time, and minus Pending time. The fields we would need to include from SLM:Measurement are not intuitive to us, however. We've determined that it may be easier for us to create our own Custom form (similar to IncidentAssignmentLog) that would hold the Duration Seconds and also accumulate the Pending time. From there, we could do the math and create the Join to HPD:Help Desk. We're still open to other suggestions, however. Has anyone been able to create a similar report with accurate data? Thanks all, good feedback thus far; R Quoting "Goodall, Andrew C" : > SLM can handle this - do you have the SLM module? > > Regards, > > Andrew C. Goodall > Software Engineer > Development Services > ago...@jcpenney.com > jcpenney > 6501 Legacy Drive > Plano, TX 75024 > jcp.com > > > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:arslist@arslist.org] On Behalf Of Ray Palla > Sent: Tuesday, August 21, 2012 2:47 PM > To: arslist@arslist.org > Subject: Re: Finding: Incident Business-Time Duration, minus Pending > Status time > > This suggestion is possibly realistic, however the amount of coding to > parse out the Pending time is a vast effort. > > Any other ideas other than creating a custom form specifically for > tracking business time and pending time for every Incident modification? > > R > > Quoting patchsk : > >> Did you check the incident audit log? You can calculate the amount of time >> the ticket is in pending status from there. >> >> On Tuesday, August 21, 2012 11:04:57 AM UTC-7, Ray Palla wrote: >>> >>> Ladies and Gentlemen; >>> >>> I'm looking for a field or place to grab the Incident Business Time >>> Duration for an ITMS 7.6.04 Incient Module ticket, excluding the time(s) >>> that the ticket is in "Pending" 'Status'. >>> >>> I've found in the Incident Assignment Log form, the field 'Business Hours >>> Duration (Sec)'. If I do a sum on all assignments related to the Incident >>> Number, I can get the total seconds that the ticket was open. I need to be >>> able to subtract the amount of time that the ticket was in "Pending", like >>> the SLM module would use to determine if an SLA was met or missed. I've >>> spent considerable cycles looking for a place to grab the data from a field >>> in SLM, but can't seem to find it. >>> >>> Anyone, have a suggestion for a place to look, or a formula to use to get >>> the desired result into a report??? >>> >>> Thanks; >>> R >>> >>> ___ >>> >>> 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: Import
Hi, are you specifying the correct password? This is something I see quite often, the system allows you to continue and does not throw an error (apart from in the logs). Cheers Carl http://www.missingpiecessoftware.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rev M Flythe Sent: 22 August 2012 15:06 To: arslist@ARSLIST.ORG Subject: Import ** Hi all, 7.6.4 I have all the foundation Spreadsheets converted to .CSV and then I select "Import CSV" on the Data Load Console. The data is not loading into the staging forms for some reason. There are no error log messages for the data import. What could be preventing the data from loading into the staging forms? _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"
Re: Finding: Incident Business-Time Duration, minus Pending Status time
Yes Andrew, we are using the SLM module. We've spent considerable time trying to determine where the fields are located in SLM. We believe we should be able to create a Join between HPD:Help Desk and SLM:Measurement to capture our report. We are needing Meantime to Resolved, accounting for Business Time, and minus Pending time. The fields we would need to include from SLM:Measurement are not intuitive to us, however. We've determined that it may be easier for us to create our own Custom form (similar to IncidentAssignmentLog) that would hold the Duration Seconds and also accumulate the Pending time. From there, we could do the math and create the Join to HPD:Help Desk. We're still open to other suggestions, however. Has anyone been able to create a similar report with accurate data? Thanks all, good feedback thus far; R Quoting "Goodall, Andrew C" : SLM can handle this - do you have the SLM module? Regards, Andrew C. Goodall Software Engineer Development Services ago...@jcpenney.com jcpenney 6501 Legacy Drive Plano, TX 75024 jcp.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@arslist.org] On Behalf Of Ray Palla Sent: Tuesday, August 21, 2012 2:47 PM To: arslist@arslist.org Subject: Re: Finding: Incident Business-Time Duration, minus Pending Status time This suggestion is possibly realistic, however the amount of coding to parse out the Pending time is a vast effort. Any other ideas other than creating a custom form specifically for tracking business time and pending time for every Incident modification? R Quoting patchsk : Did you check the incident audit log? You can calculate the amount of time the ticket is in pending status from there. On Tuesday, August 21, 2012 11:04:57 AM UTC-7, Ray Palla wrote: Ladies and Gentlemen; I'm looking for a field or place to grab the Incident Business Time Duration for an ITMS 7.6.04 Incient Module ticket, excluding the time(s) that the ticket is in "Pending" 'Status'. I've found in the Incident Assignment Log form, the field 'Business Hours Duration (Sec)'. If I do a sum on all assignments related to the Incident Number, I can get the total seconds that the ticket was open. I need to be able to subtract the amount of time that the ticket was in "Pending", like the SLM module would use to determine if an SLA was met or missed. I've spent considerable cycles looking for a place to grab the data from a field in SLM, but can't seem to find it. Anyone, have a suggestion for a place to look, or a formula to use to get the desired result into a report??? Thanks; R ___ 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" The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. ___ 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: Import
Try logging in as Demo if you aren't doing that now. That's the only way I can get it to work. I have to do the same thing when exporting/importing SRDs. Lynn From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rev M Flythe Sent: Wednesday, August 22, 2012 10:06 AM To: arslist@ARSLIST.ORG Subject: Import ** Hi all, 7.6.4 I have all the foundation Spreadsheets converted to .CSV and then I select "Import CSV" on the Data Load Console. The data is not loading into the staging forms for some reason. There are no error log messages for the data import. What could be preventing the data from loading into the staging forms? _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"
Import
Hi all, 7.6.4 I have all the foundation Spreadsheets converted to .CSV and then I select "Import CSV" on the Data Load Console. The data is not loading into the staging forms for some reason. There are no error log messages for the data import. What could be preventing the data from loading into the staging forms? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Re: Finding: Incident Business-Time Duration, minus Pending Status time
Jose; Actually you could extract some usefull information from HPD:Help Desk Assignment Log, however you will have a bad time if you don't have the time segment entities defined for your support groups (most commonly you configure this while implementing SLM, if you have time segment and time entities defined probably could extract accurate information). This form logs the assignment status and the assignee of a hpd record, but if you don't have time entities defined for your support groups, it measures time on a linear basis, this means natural time of the record, so in that case you could find how many time does record spent on assigned and with whom. I faced this so I've manually created a custom WF to override the assignment log features and track times different from how ITSM does, but I can make you the following recommendations: 1. Try to set up the business time entities (even if it's not part of your scope having SLM, this will allow you to measure times better). 2. Identify if existing WF from HPD:Help Desk form that pushes information into this form, is triggered on 'Status' = "Pending" (Guess there are two filters that uses this validation, I can't recall this). 3. If not, build a filter that pushes the pending status into the assignment log form, and you could start processing information from the Assignment log. Hope you find this information usefull. Hugo Ruesga Software Development Advisor US 972.577.7000 x 332.3868 MX +52 (33) 3332.3868 P Please consider the environment before printing this email The information contained in and transferred with this electronic message is intended only for the recipient(s) designated above, it is protected by law and it may contain information which is privileged and confidential. If you are not the intended recipient, please do not read, copy, or use it, and do not disclose it to others. Please notify the sender of the delivery error by replying to this message, and then delete it from your system. Thank you. Date: Tue, 21 Aug 2012 22:21:37 +0100 From: carlbwil...@gmail.com Subject: Re: Finding: Incident Business-Time Duration, minus Pending Status time To: arslist@ARSLIST.ORG ** Hi, pretty sure that the original question was a way to find out the duration of an Incident without the time spent in pending (not track the time it spent in Pending). As mentioned by Andrew, the SLM module can handle this with the Start/Stop/Exclude parameters. There is nothing OOB that can track this via the Audit Log, etc as they do not track the time spent in Pending. Cheers Carl http://www.missingpiecessoftware.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Manuel Huerta Guillén Sent: 21 August 2012 20:56 To: arslist@ARSLIST.ORG Subject: Re: Finding: Incident Business-Time Duration, minus Pending Status time ** Do you mean by creating SVT's to track the time? Yes It can be a solution maintaining the product OoTB. IMHO I don't like to use SLM to make measurements that are not really a SLA or OLA. Our users get confused when looking at the measurements for an incident and see all this info. Regards, Jose Manuel Huerta http://theremedyforit.com/ _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"
Re: MACRO question
Hi Andy, You should replace your MACRO with something else. Typically an Open-Window-action, or a Push-Fields that would be equivalent to a MACRO-Set-All command. If you attach the .ARM file, we might be able to decipher the MACRO for you. You might quite possibly get the same error anywhay, and you will then typically resort to LOG-files to understand exactly what happens and why things does not work. 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 have an old active link that updates escalations and uses a MACRO as one > of the actions. > > One of the steps in the MACRO is to set the Assigned Technician field on > Escalation to the Assigned Technician listed on the parent ticket. > That seems work fine until the ticket is assigned to a group and the > technician field is the blank. > I would have thought it would set the field on the escalation to blank > also, but it leaves the previous value there. > Another step in the MACRO changes the assigned group and it always works. > > I'm stumped.. > > Andy L. Mayfield > Alabama Power Company > Protection & Control Technician Sr. > Linc # 10*19140 > Cell # 205-288-9140 > Office # 205-257-1556 > > > ___ > 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"
