Archiving Case Study....

[Vikram]

hi All,

First of all a Happy New Year to all.

I have a situation at hand and would like some help. Its going to be a long one 
please bare with me.

First some details about the environment,

1) Production Server : 

Server group environment (4) servers. ARS 7.5 P004, CMDB 7.6 Patch 001, ITSM 
7.6 Patch 001, SLM 7.6 Patch 001 and SRM 7.6 Patch 001. Windows 32 bit servers 
and Remote SQL 2008 R2.

2) Reporting Server   :   

Same config as Production server but a stand alone system with remote database. 
The Reporting server database is linked to Production database by a replication 
link which replicates data from selected forms from Production to Reporting DB.

3) Archival Server : Same config as Production but a stand alone system with 
remote database.

Problem : We are trying to achieve data archiving from Production server to a 
newly setup archival server. 

The conditions are :
1) Production server should have 13 months data only.
2) Reporting server should have 13 months data only (which is taken care of by 
the database replication link which works on all DML statements including 
Delete)
3) Archival server should have all the data from the start of time till current.

Proposed Solutions : There are few steps and methods we are thinking to 
implement in order to achieve the above goal.

1) Identify the forms to be archived. Using development studio to get to a list 
of forms.
2) Dump the entire production database onto the archival database this will 
ensure we have all the data of production server on the archival server.
3) Write DSO workflow on the forms we want data to be archived. Set DSO 
periodic transfer weekly/daily.
4) Write escalations to delete data from the forms on which DSO is set for data 
transfer to archival server.

Concerns : Now this is the part I would need your insights on.

1) Is DSO the right approach here? We have evaluated RRR|Chive and sure it is a 
great tool but unfortunately the business does not want to implement any tool 
for which they don't have support already bought and not get into one more 
contract.
2) How stable is DSO and what should be our best strategy to implement it? Can 
a fail safe be built in the system just in case a DSO transfer fails?
3) Is writing escalations to delete data from forms a safe way to delete data 
from remedy? Is there anything else we can look into?
4) Have I missed anything in the above strategy?

Any other random though around archiving that comes to mind will also be a 
great help for us right now as we are about to start the implementation phase 
soon.

Thanks in advance,
Vikram

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: Firefox 13 and black background on popups and other issues ....RESOLVED

[Garrison, Sean (Norcross)]

Thank you Lidia that worked great!  I'm going to start a separate thread on the 
text field issue.

Sean




From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Lidia Dorsaz
Sent: Thursday, January 03, 2013 2:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: Firefox 13 and black background on popups and other issues 

**
Hello,
About black background  whenever a popup appears in firefox 13, (ARS 7.5)
we have found this solution:
In the   ... moz/javascript/CoreClient.js
there is a
e.style.Mozopacity=.20;
that has to be changed in
e.style.opacity=.20;
and the problem is solved
Lidia


De : Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] De la part de Garrison, Sean (Norcross)
Envoyé : lundi 31 décembre 2012 18:40
À : arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Objet : Firefox 13 and black background on popups and other issues 

**
We have an issue with firefox where there is a 6 dot area on the lower right of 
the text field to expand any text field.  Is there an easy way via .css to 
disable the expand box so that it works the same as it does in i.e.?

Also there is a black background again whenever a popup appears in firefox 13.  
Is there an easy way to fix this via .css or something?

We are currently on ARS 7.5 patch 8

Thanks,

Sean




_ARSlist: Where the Answers Are and have been for 20 years_
_ARSlist: Where the Answers Are and have been for 20 years_

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Firefox 17 -- expandable text box issue in Remedy

[Garrison, Sean (Norcross)]

We are on ARS 7.5 patch 8.  In firefox we see text fields that look like this:

[cid:image001.png@01CDE993.A858F940]

In the lower right you can expand the field which is not the same behavior as 
I.E.  Any chance we can make them behave like a normal text box via a simple 
.css change?

Sean



___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years
inline: image001.png

Re: Archiving Case Study....

[Grooms, Frederick W]

For Concerns 2 and 3 ...  In the DSO mapping you can use a transfer mode of 
Copy + Delete so the DSO process will do the delete if the copy succeeds. You 
do not need any escalations (Proposed Solution part 4) to do the delete.  As 
for the stability, you can set up multiple pools for DSO to use.

Fred


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Vikram
Sent: Thursday, January 03, 2013 8:09 AM
To: arslist@ARSLIST.ORG
Subject: Archiving Case Study

hi All,

First of all a Happy New Year to all.

I have a situation at hand and would like some help. Its going to be a long one 
please bare with me.

First some details about the environment,

1) Production Server : 

Server group environment (4) servers. ARS 7.5 P004, CMDB 7.6 Patch 001, ITSM 
7.6 Patch 001, SLM 7.6 Patch 001 and SRM 7.6 Patch 001. Windows 32 bit servers 
and Remote SQL 2008 R2.

2) Reporting Server   :   

Same config as Production server but a stand alone system with remote database. 
The Reporting server database is linked to Production database by a replication 
link which replicates data from selected forms from Production to Reporting DB.

3) Archival Server : Same config as Production but a stand alone system with 
remote database.

Problem : We are trying to achieve data archiving from Production server to a 
newly setup archival server. 

The conditions are :
1) Production server should have 13 months data only.
2) Reporting server should have 13 months data only (which is taken care of by 
the database replication link which works on all DML statements including 
Delete)
3) Archival server should have all the data from the start of time till current.

Proposed Solutions : There are few steps and methods we are thinking to 
implement in order to achieve the above goal.

1) Identify the forms to be archived. Using development studio to get to a list 
of forms.
2) Dump the entire production database onto the archival database this will 
ensure we have all the data of production server on the archival server.
3) Write DSO workflow on the forms we want data to be archived. Set DSO 
periodic transfer weekly/daily.
4) Write escalations to delete data from the forms on which DSO is set for data 
transfer to archival server.

Concerns : Now this is the part I would need your insights on.

1) Is DSO the right approach here? We have evaluated RRR|Chive and sure it is a 
great tool but unfortunately the business does not want to implement any tool 
for which they don't have support already bought and not get into one more 
contract.
2) How stable is DSO and what should be our best strategy to implement it? Can 
a fail safe be built in the system just in case a DSO transfer fails?
3) Is writing escalations to delete data from forms a safe way to delete data 
from remedy? Is there anything else we can look into?
4) Have I missed anything in the above strategy?

Any other random though around archiving that comes to mind will also be a 
great help for us right now as we are about to start the implementation phase 
soon.

Thanks in advance,
Vikram



___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: Firefox 17 -- expandable text box issue in Remedy

[David Durling]

Sean,

There might have been a couple of threads on this.  One is Hiding 'resize 
handle' character fields on midtier.

The fix I applied works, though the trade-off for us was that the user can't 
make the cursor move past the visible part of the field to see any text that 
might be cut off (ARS 7.5 patch 007).

David

David Durling
University of Georgia


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Garrison, Sean (Norcross)
Sent: Thursday, January 03, 2013 9:21 AM
To: arslist@ARSLIST.ORG
Subject: Firefox 17 -- expandable text box issue in Remedy

**
We are on ARS 7.5 patch 8.  In firefox we see text fields that look like this:

[cid:image001.png@01CDE994.35084B20]

In the lower right you can expand the field which is not the same behavior as 
I.E.  Any chance we can make them behave like a normal text box via a simple 
.css change?

Sean


_ARSlist: Where the Answers Are and have been for 20 years_

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years
inline: image001.png

Re: Archiving Case Study....

[Vikram]

hi Fred,

We had thought of the 'Copy and delete' option in DSO just was not sure how 
stable it is. Just don't want to see any data loss. 
Also this option will help us for future data deletes but what about say 4 
years data that we would need to delete in bulk so that the production server 
will have current 13 months data only. 
What would you suggest for that? 

Thanks,
Vikram

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: Archiving Case Study....

[Longwing, LJ CTR MDA/IC]

Vikram,
I have used DSO for archiving, way back before archiving was availableused 
it to keep a running 'x' month on prod, archiving everything else off to the 
same form on a reporting server.  The only issue we had with it was that 
sometimes the pending queue would backup and I remember needing to bounce 
something...likely the dso daemon to get it processing again.  I was never 
worried about losing data because it never deleted from source till it had 
confirmation that it was moved to destination.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Vikram
Sent: Thursday, January 03, 2013 7:30 AM
To: arslist@ARSLIST.ORG
Subject: Re: Archiving Case Study

hi Fred,

We had thought of the 'Copy and delete' option in DSO just was not sure how 
stable it is. Just don't want to see any data loss. 
Also this option will help us for future data deletes but what about say 4 
years data that we would need to delete in bulk so that the production server 
will have current 13 months data only. 
What would you suggest for that? 

Thanks,
Vikram

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers 
Are, and have been for 20 years

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: Firefox 17 -- expandable text box issue in Remedy.. RESOLVED

[Garrison, Sean (Norcross)]

Thank you David.  I haven't had much luck searching the archives lately.  But I 
copied and pasted your subject and found it.

Modify resources/moz/stylesheets/ARSystem.css

Change the following:

input.text,input.decimal,input.currency,textarea { /* Shift content to align 
with default label */
padding-top:2px;
padding-bottom:2px;
margin: 0px;
resize: none
}

textarea.dat,input.dat {
padding-top: 3px; /* Correct out border too */
padding-bottom:2px;
resize: none
}



And this:

/* Workaround for firefox issue where a horizontal scrollbar appears inside a 
text field */
textarea.sr {
padding-bottom:3px;
overflow-x:hidden;
resize: none
}


Thank you!

Sean
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling
Sent: Thursday, January 03, 2013 9:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: Firefox 17 -- expandable text box issue in Remedy

**
Sean,

There might have been a couple of threads on this.  One is Hiding 'resize 
handle' character fields on midtier.

The fix I applied works, though the trade-off for us was that the user can't 
make the cursor move past the visible part of the field to see any text that 
might be cut off (ARS 7.5 patch 007).

David

David Durling
University of Georgia


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Garrison, Sean (Norcross)
Sent: Thursday, January 03, 2013 9:21 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Firefox 17 -- expandable text box issue in Remedy

**
We are on ARS 7.5 patch 8.  In firefox we see text fields that look like this:

[cid:image001.png@01CDE998.7FC462D0]

In the lower right you can expand the field which is not the same behavior as 
I.E.  Any chance we can make them behave like a normal text box via a simple 
.css change?

Sean


_ARSlist: Where the Answers Are and have been for 20 years_
_ARSlist: Where the Answers Are and have been for 20 years_

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years
inline: image001.png

Re: Firefox 17 -- expandable text box issue in Remedy.. RESOLVED

[David Durling]

Maybe it was the fix for the horizontal scroll bar, and not the resize field, 
that caused the issue I mentioned about not seeing the end of any data outside 
the field - anyway, something you might want to check for yourself!

David

David Durling
University of Georgia

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Garrison, Sean (Norcross)
Sent: Thursday, January 03, 2013 9:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: Firefox 17 -- expandable text box issue in Remedy.. RESOLVED

**
Thank you David.  I haven't had much luck searching the archives lately.  But I 
copied and pasted your subject and found it.

Modify resources/moz/stylesheets/ARSystem.css

Change the following:

input.text,input.decimal,input.currency,textarea { /* Shift content to align 
with default label */
padding-top:2px;
padding-bottom:2px;
margin: 0px;
resize: none
}

textarea.dat,input.dat {
padding-top: 3px; /* Correct out border too */
padding-bottom:2px;
resize: none
}



And this:

/* Workaround for firefox issue where a horizontal scrollbar appears inside a 
text field */
textarea.sr {
padding-bottom:3px;
overflow-x:hidden;
resize: none
}


Thank you!

Sean
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling
Sent: Thursday, January 03, 2013 9:25 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Firefox 17 -- expandable text box issue in Remedy

**
Sean,

There might have been a couple of threads on this.  One is Hiding 'resize 
handle' character fields on midtier.

The fix I applied works, though the trade-off for us was that the user can't 
make the cursor move past the visible part of the field to see any text that 
might be cut off (ARS 7.5 patch 007).

David

David Durling
University of Georgia


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Garrison, Sean (Norcross)
Sent: Thursday, January 03, 2013 9:21 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Firefox 17 -- expandable text box issue in Remedy

**
We are on ARS 7.5 patch 8.  In firefox we see text fields that look like this:

[cid:image001.png@01CDE999.445A7760]

In the lower right you can expand the field which is not the same behavior as 
I.E.  Any chance we can make them behave like a normal text box via a simple 
.css change?

Sean


_ARSlist: Where the Answers Are and have been for 20 years_
_ARSlist: Where the Answers Are and have been for 20 years_
_ARSlist: Where the Answers Are and have been for 20 years_

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years
inline: image001.png

Re: Firefox 17 -- expandable text box issue in Remedy.. RESOLVED

[Garrison, Sean (Norcross)]

If I type data longer than the field I can't see it.  I'll see if the QA team 
is o.k. with that.  If not I will leave the expand box ...

Sean

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling
Sent: Thursday, January 03, 2013 10:01 AM
To: arslist@ARSLIST.ORG
Subject: Re: Firefox 17 -- expandable text box issue in Remedy.. RESOLVED

**
Maybe it was the fix for the horizontal scroll bar, and not the resize field, 
that caused the issue I mentioned about not seeing the end of any data outside 
the field - anyway, something you might want to check for yourself!

David

David Durling
University of Georgia

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Garrison, Sean (Norcross)
Sent: Thursday, January 03, 2013 9:56 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Firefox 17 -- expandable text box issue in Remedy.. RESOLVED

**
Thank you David.  I haven't had much luck searching the archives lately.  But I 
copied and pasted your subject and found it.

Modify resources/moz/stylesheets/ARSystem.css

Change the following:

input.text,input.decimal,input.currency,textarea { /* Shift content to align 
with default label */
padding-top:2px;
padding-bottom:2px;
margin: 0px;
resize: none
}

textarea.dat,input.dat {
padding-top: 3px; /* Correct out border too */
padding-bottom:2px;
resize: none
}



And this:

/* Workaround for firefox issue where a horizontal scrollbar appears inside a 
text field */
textarea.sr {
padding-bottom:3px;
overflow-x:hidden;
resize: none
}


Thank you!

Sean
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling
Sent: Thursday, January 03, 2013 9:25 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Firefox 17 -- expandable text box issue in Remedy

**
Sean,

There might have been a couple of threads on this.  One is Hiding 'resize 
handle' character fields on midtier.

The fix I applied works, though the trade-off for us was that the user can't 
make the cursor move past the visible part of the field to see any text that 
might be cut off (ARS 7.5 patch 007).

David

David Durling
University of Georgia


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Garrison, Sean (Norcross)
Sent: Thursday, January 03, 2013 9:21 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Firefox 17 -- expandable text box issue in Remedy

**
We are on ARS 7.5 patch 8.  In firefox we see text fields that look like this:

[cid:image001.png@01CDE99A.AC655590]

In the lower right you can expand the field which is not the same behavior as 
I.E.  Any chance we can make them behave like a normal text box via a simple 
.css change?

Sean


_ARSlist: Where the Answers Are and have been for 20 years_
_ARSlist: Where the Answers Are and have been for 20 years_
_ARSlist: Where the Answers Are and have been for 20 years_
_ARSlist: Where the Answers Are and have been for 20 years_

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years
inline: image001.png

Re: Archiving Case Study....

[Vikram]

LJ,

What AR version were you using then? Its good to hear about data deletion taken 
care by DSO process. 
Any idea about the bulk initial delete that we need to do to clean data which 
is 13 months older from production server. 

How can we achieve that if not via escalation?

Thanks,
Vikram

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: Archiving Case Study....

[Longwing, LJ CTR MDA/IC]

I was on 3.2 or 4.x at the time, it was a while agowas actually my first 
Remedy system.  If I remember correctly, we used the escalation server to 
generate the DSO action...Created an escalation that setup DSO for all of the 
records, and then after it created all of the records (a single run of the 
escalation) we turned the escalation off and allowed the process to clear out 
the excess (several days as I recall), then turned it back on after the backlog 
had cleared, which created another backlog, but significantly smaller...which 
the queue was able to handle, from that point just ran it daily.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Vikram
Sent: Thursday, January 03, 2013 8:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: Archiving Case Study

LJ,

What AR version were you using then? Its good to hear about data deletion taken 
care by DSO process. 
Any idea about the bulk initial delete that we need to do to clean data which 
is 13 months older from production server. 

How can we achieve that if not via escalation?

Thanks,
Vikram

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers 
Are, and have been for 20 years

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: Archiving Case Study....

[Vikram]

LJ,

Yeah we also plan to do something similar but we need to let the system be free 
from the escalation at business hours. So may be we can break the data on a 
timeline and then run the escalation daily/weekly to migrate the data as well 
as delete it from the production in off business hours.

Thanks,
Vikram

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: Archiving Case Study....

[Hullule, Kiran]

Vikram,

If you have server group environment with multiple servers in group then you 
can have one dedicated server for DSO and Escalation Operation and configure 
that outside the load-balancer so that it will remained non-user facing server, 
this way you can even run DSO/Escalation during production hours (business 
hours) and accomplish what you require.

Best Regards,
Kiran H

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Vikram
Sent: Thursday, January 03, 2013 9:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: Archiving Case Study

LJ,

Yeah we also plan to do something similar but we need to let the system be free 
from the escalation at business hours. So may be we can break the data on a 
timeline and then run the escalation daily/weekly to migrate the data as well 
as delete it from the production in off business hours.

Thanks,
Vikram

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 yearsb

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: Archiving Case Study....

[Kulkarni, Vikrant]

Seems like a good idea let me check on that.

Thanks,
Vikram

Sent from my Xperia™ smartphone

Hullule, Kiran kiran_hull...@bmc.com wrote:


Vikram,

If you have server group environment with multiple servers in group then you 
can have one dedicated server for DSO and Escalation Operation and configure 
that outside the load-balancer so that it will remained non-user facing server, 
this way you can even run DSO/Escalation during production hours (business 
hours) and accomplish what you require.

Best Regards,
Kiran H

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Vikram
Sent: Thursday, January 03, 2013 9:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: Archiving Case Study

LJ,

Yeah we also plan to do something similar but we need to let the system be free 
from the escalation at business hours. So may be we can break the data on a 
timeline and then run the escalation daily/weekly to migrate the data as well 
as delete it from the production in off business hours.

Thanks,
Vikram

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 yearsb

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Add status reason to In Progress status

[Peters, Ron]

Hello all,

I've added the reasons to this status in the status_reason_hidden field and 
entries to the sys:status reason menu items form. The reasons appear on the 
HPD:Help Desk screen but when I save an entry, the reason field is blanked out.

I looked to see if I could find an active link that's wiping out the value and 
I first thought it was HPD:INC:Status_100_ClearReason but even after disabling 
that object, the entry is still wiped out. I'm not sure where to look now.

Any thoughts?

Thanks again,
Ron

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: Add status reason to In Progress status

[Dale Jones]

Ron,

The old Active Link values may still be in the Cache.

Flush your cache (Mid Tier) and Local Browser cache.
Active Links get stored in Mid Tier Cache and local Browser Cache.

Take Care

Dale Jones
DCS
Raleigh, NC
919-523-6034

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Peters, Ron [rpet...@columbia.com]
Sent: Thursday, January 03, 2013 11:46 AM
To: arslist@ARSLIST.ORG
Subject: Add status reason to In Progress status

**
Hello all,

I’ve added the reasons to this status in the status_reason_hidden field and 
entries to the sys:status reason menu items form. The reasons appear on the 
HPD:Help Desk screen but when I save an entry, the reason field is blanked out.

I looked to see if I could find an active link that’s wiping out the value and 
I first thought it was HPD:INC:Status_100_ClearReason but even after disabling 
that object, the entry is still wiped out. I’m not sure where to look now.

Any thoughts?

Thanks again,
Ron
_ARSlist: Where the Answers Are and have been for 20 years_

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: Add status reason to In Progress status

[Peters, Ron]

Yeah, I thought about that but I was doing all my testing in the user tool so I 
wouldn't expect the cache to be involved.

Also FYI, I forgot to mention versions if it matters. AR 7.5 ITSM 7.6.

Thanks

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Dale Jones
Sent: Thursday, January 03, 2013 9:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: Add status reason to In Progress status

**
Ron,

The old Active Link values may still be in the Cache.

Flush your cache (Mid Tier) and Local Browser cache.
Active Links get stored in Mid Tier Cache and local Browser Cache.

Take Care

Dale Jones
DCS
Raleigh, NC
919-523-6034

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Peters, Ron [rpet...@columbia.com]
Sent: Thursday, January 03, 2013 11:46 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Add status reason to In Progress status
**
Hello all,

I've added the reasons to this status in the status_reason_hidden field and 
entries to the sys:status reason menu items form. The reasons appear on the 
HPD:Help Desk screen but when I save an entry, the reason field is blanked out.

I looked to see if I could find an active link that's wiping out the value and 
I first thought it was HPD:INC:Status_100_ClearReason but even after disabling 
that object, the entry is still wiped out. I'm not sure where to look now.

Any thoughts?

Thanks again,
Ron
_ARSlist: Where the Answers Are and have been for 20 years_
_ARSlist: Where the Answers Are and have been for 20 years_

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: Archiving Case Study....

[Grooms, Frederick W]

Just thought of a way to purge old data without escalations

Create a new custom form zzSystemCleanup.  The form needs 2 character fields 
FormName and FormEntryID.
Create a filter that fires on Submit/Merge that has 1 Run Process action   
   Application-Delete-Entry $FormName$ $FormEntryID$

This way all you need to do is to generate a list of Entry ID's for the form(s) 
you need to delete and use the Import tool to put them into your new custom 
form.  Off the top of my head I think you could even make your custom form a 
DisplayOnly form so you don't need to clean it up afterwards.  (I think you can 
import to a DisplayOnly form and have it fire workflow)


By running Import only during off hours and with specific sizes of lists you 
can adjust the load to the server.

Fred


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kulkarni, Vikrant
Sent: Thursday, January 03, 2013 10:12 AM
To: arslist@ARSLIST.ORG
Subject: Re: Archiving Case Study

Seems like a good idea let me check on that.

Thanks,
Vikram

Sent from my Xperia™ smartphone

Hullule, Kiran kiran_hull...@bmc.com wrote:


Vikram,

If you have server group environment with multiple servers in group then you 
can have one dedicated server for DSO and Escalation Operation and configure 
that outside the load-balancer so that it will remained non-user facing server, 
this way you can even run DSO/Escalation during production hours (business 
hours) and accomplish what you require.

Best Regards,
Kiran H

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Vikram
Sent: Thursday, January 03, 2013 9:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: Archiving Case Study

LJ,

Yeah we also plan to do something similar but we need to let the system be free 
from the escalation at business hours. So may be we can break the data on a 
timeline and then run the escalation daily/weekly to migrate the data as well 
as delete it from the production in off business hours.

Thanks,
Vikram



___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: Add status reason to In Progress status

[Pargeter, Christie :CO IS]

I haven't done a status reason for Incident but I have for Change.  Did
you update the SYS:Status Reason Menu Items form?  You will have to add
a record there.  If you want it to show in the flow bar you will have to
add records to the VIS:ProcessFlowStructureSetup form.

 

Don't forget the Interface form too.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
Sent: Thursday, January 03, 2013 8:46 AM
To: arslist@ARSLIST.ORG
Subject: Add status reason to In Progress status

 

** 

Hello all,

 

I've added the reasons to this status in the status_reason_hidden field
and entries to the sys:status reason menu items form. The reasons appear
on the HPD:Help Desk screen but when I save an entry, the reason field
is blanked out.

 

I looked to see if I could find an active link that's wiping out the
value and I first thought it was HPD:INC:Status_100_ClearReason but even
after disabling that object, the entry is still wiped out. I'm not sure
where to look now.

 

Any thoughts?

 

Thanks again,

Ron

_ARSlist: Where the Answers Are and have been for 20 years_ 


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: Archiving Case Study....

[Misi Mladoniczky]

Hi,

RRR|Chive can delete after each record has been merged successfully into
the target server.

RRR|Chive was actually created for archiving purposes, long before the
built in archiving functionality was there.

It can handle multiple forms in a single pass.

Moving a complete set of parent/child records in a single transaction is
something we are still working on...

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

 Just thought of a way to purge old data without escalations

 Create a new custom form zzSystemCleanup.  The form needs 2 character
 fields FormName and FormEntryID.
 Create a filter that fires on Submit/Merge that has 1 Run Process action
Application-Delete-Entry $FormName$ $FormEntryID$

 This way all you need to do is to generate a list of Entry ID's for the
 form(s) you need to delete and use the Import tool to put them into your
 new custom form.  Off the top of my head I think you could even make your
 custom form a DisplayOnly form so you don't need to clean it up
 afterwards.  (I think you can import to a DisplayOnly form and have it
 fire workflow)


 By running Import only during off hours and with specific sizes of lists
 you can adjust the load to the server.

 Fred


 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Kulkarni, Vikrant
 Sent: Thursday, January 03, 2013 10:12 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: Archiving Case Study

 Seems like a good idea let me check on that.

 Thanks,
 Vikram

 Sent from my Xperia™ smartphone

 Hullule, Kiran kiran_hull...@bmc.com wrote:


 Vikram,

 If you have server group environment with multiple servers in group then
 you can have one dedicated server for DSO and Escalation Operation and
 configure that outside the load-balancer so that it will remained non-user
 facing server, this way you can even run DSO/Escalation during production
 hours (business hours) and accomplish what you require.

 Best Regards,
 Kiran H

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Vikram
 Sent: Thursday, January 03, 2013 9:33 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: Archiving Case Study

 LJ,

 Yeah we also plan to do something similar but we need to let the system be
 free from the escalation at business hours. So may be we can break the
 data on a timeline and then run the escalation daily/weekly to migrate the
 data as well as delete it from the production in off business hours.

 Thanks,
 Vikram



 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
 Where the Answers Are, and have been for 20 years


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: Add status reason to In Progress status

[Pargeter, Christie :CO IS]

Ron - was looking for something else but found this on BMC's site

 

https://kb.bmc.com/infocenter/index?page=contentid=KA298073actp=search
viewlocale=en_USsearchid=1357237212596 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Thursday, January 03, 2013 9:48 AM
To: arslist@ARSLIST.ORG
Subject: Re: Add status reason to In Progress status

 

** 

I haven't done a status reason for Incident but I have for Change.  Did
you update the SYS:Status Reason Menu Items form?  You will have to add
a record there.  If you want it to show in the flow bar you will have to
add records to the VIS:ProcessFlowStructureSetup form.

 

Don't forget the Interface form too.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
Sent: Thursday, January 03, 2013 8:46 AM
To: arslist@ARSLIST.ORG
Subject: Add status reason to In Progress status

 

** 

Hello all,

 

I've added the reasons to this status in the status_reason_hidden field
and entries to the sys:status reason menu items form. The reasons appear
on the HPD:Help Desk screen but when I save an entry, the reason field
is blanked out.

 

I looked to see if I could find an active link that's wiping out the
value and I first thought it was HPD:INC:Status_100_ClearReason but even
after disabling that object, the entry is still wiped out. I'm not sure
where to look now.

 

Any thoughts?

 

Thanks again,

Ron

_ARSlist: Where the Answers Are and have been for 20 years_ 

_ARSlist: Where the Answers Are and have been for 20 years_


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: Add status reason to In Progress status

[Peters, Ron]

Thanks. I've done the first two items as mentioned in the OP. It's funny the KB 
article didn't mention anything about the selection code matching the menu ID 
and that the selection code field on sys:status reason menu items cannot be 
modified even when creating a new record.

I'm not sure I understand what a status reason has to do with an entry in the 
process flow bar. I just to choose a status reason for incidents in the 'In 
Progress' status. Seems a simple enough concept.

In any case, I found the AL that was clearing the field 
(HPD:SHR:OnDisplay_100_SetTempStatusReason) though that's not the only issue. I 
disabled that AL and now I can select the reason, press 'save' and the field 
remains. If I re-open the record, the field is once again empty.

Not sure where to look now.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Thursday, January 03, 2013 10:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: Add status reason to In Progress status

**
Ron - was looking for something else but found this on BMC's site

https://kb.bmc.com/infocenter/index?page=contentid=KA298073actp=searchviewlocale=en_USsearchid=1357237212596

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Thursday, January 03, 2013 9:48 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Add status reason to In Progress status

**
I haven't done a status reason for Incident but I have for Change.  Did you 
update the SYS:Status Reason Menu Items form?  You will have to add a record 
there.  If you want it to show in the flow bar you will have to add records to 
the VIS:ProcessFlowStructureSetup form.

Don't forget the Interface form too.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
Sent: Thursday, January 03, 2013 8:46 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Add status reason to In Progress status

**
Hello all,

I've added the reasons to this status in the status_reason_hidden field and 
entries to the sys:status reason menu items form. The reasons appear on the 
HPD:Help Desk screen but when I save an entry, the reason field is blanked out.

I looked to see if I could find an active link that's wiping out the value and 
I first thought it was HPD:INC:Status_100_ClearReason but even after disabling 
that object, the entry is still wiped out. I'm not sure where to look now.

Any thoughts?

Thanks again,
Ron
_ARSlist: Where the Answers Are and have been for 20 years_
_ARSlist: Where the Answers Are and have been for 20 years_
_ARSlist: Where the Answers Are and have been for 20 years_

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: Creating Multiple Tickets

[David Boylan]

Hi Kim,

The old walking the table trick, eh? :-)

Thanks for the idea. I'll try this out.

Dave

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: Add status reason to In Progress status

[Pargeter, Christie :CO IS]

I guess it is only the Pending status reason you can pick from the
process flow bar.  You need the AL to set the field when you load the
screen.  Did you add the menu option to the z1D_Status_Reason field?

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
Sent: Thursday, January 03, 2013 11:04 AM
To: arslist@ARSLIST.ORG
Subject: Re: Add status reason to In Progress status

 

** 

Thanks. I've done the first two items as mentioned in the OP. It's funny
the KB article didn't mention anything about the selection code matching
the menu ID and that the selection code field on sys:status reason menu
items cannot be modified even when creating a new record.

 

I'm not sure I understand what a status reason has to do with an entry
in the process flow bar. I just to choose a status reason for incidents
in the 'In Progress' status. Seems a simple enough concept.

 

In any case, I found the AL that was clearing the field
(HPD:SHR:OnDisplay_100_SetTempStatusReason) though that's not the only
issue. I disabled that AL and now I can select the reason, press 'save'
and the field remains. If I re-open the record, the field is once again
empty.

 

Not sure where to look now.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Thursday, January 03, 2013 10:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: Add status reason to In Progress status

 

** 

Ron - was looking for something else but found this on BMC's site

 

https://kb.bmc.com/infocenter/index?page=contentid=KA298073actp=search
viewlocale=en_USsearchid=1357237212596 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Thursday, January 03, 2013 9:48 AM
To: arslist@ARSLIST.ORG
Subject: Re: Add status reason to In Progress status

 

** 

I haven't done a status reason for Incident but I have for Change.  Did
you update the SYS:Status Reason Menu Items form?  You will have to add
a record there.  If you want it to show in the flow bar you will have to
add records to the VIS:ProcessFlowStructureSetup form.

 

Don't forget the Interface form too.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
Sent: Thursday, January 03, 2013 8:46 AM
To: arslist@ARSLIST.ORG
Subject: Add status reason to In Progress status

 

** 

Hello all,

 

I've added the reasons to this status in the status_reason_hidden field
and entries to the sys:status reason menu items form. The reasons appear
on the HPD:Help Desk screen but when I save an entry, the reason field
is blanked out.

 

I looked to see if I could find an active link that's wiping out the
value and I first thought it was HPD:INC:Status_100_ClearReason but even
after disabling that object, the entry is still wiped out. I'm not sure
where to look now.

 

Any thoughts?

 

Thanks again,

Ron

_ARSlist: Where the Answers Are and have been for 20 years_ 

_ARSlist: Where the Answers Are and have been for 20 years_

_ARSlist: Where the Answers Are and have been for 20 years_

_ARSlist: Where the Answers Are and have been for 20 years_ 


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: Add status reason to In Progress status

[Peters, Ron]

I see the pending option on the flow bar, I didn't know it was there before. 
Typically I've just manually set the status to pending and chosen a reason. I'd 
like to do the same for in progress.

I went through all the AL's for 'Window Loaded' on HPD:Help Desk and only found 
one that sets the z1D_CurrentDatabaseStatus field to $Status$ which isn't the 
status reason field. It's likely I'm missing something.

I believe the z1D_status_reason field gets its menu options from a menu object 
that pulls up from the status reason menu items. Not sure what I would do 
different there.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Thursday, January 03, 2013 11:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: Add status reason to In Progress status

**
I guess it is only the Pending status reason you can pick from the process flow 
bar.  You need the AL to set the field when you load the screen.  Did you add 
the menu option to the z1D_Status_Reason field?

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
Sent: Thursday, January 03, 2013 11:04 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Add status reason to In Progress status

**
Thanks. I've done the first two items as mentioned in the OP. It's funny the KB 
article didn't mention anything about the selection code matching the menu ID 
and that the selection code field on sys:status reason menu items cannot be 
modified even when creating a new record.

I'm not sure I understand what a status reason has to do with an entry in the 
process flow bar. I just to choose a status reason for incidents in the 'In 
Progress' status. Seems a simple enough concept.

In any case, I found the AL that was clearing the field 
(HPD:SHR:OnDisplay_100_SetTempStatusReason) though that's not the only issue. I 
disabled that AL and now I can select the reason, press 'save' and the field 
remains. If I re-open the record, the field is once again empty.

Not sure where to look now.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of 
Pargeter, Christie :CO IS
Sent: Thursday, January 03, 2013 10:23 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Add status reason to In Progress status

**
Ron - was looking for something else but found this on BMC's site

https://kb.bmc.com/infocenter/index?page=contentid=KA298073actp=searchviewlocale=en_USsearchid=1357237212596

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Thursday, January 03, 2013 9:48 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Add status reason to In Progress status

**
I haven't done a status reason for Incident but I have for Change.  Did you 
update the SYS:Status Reason Menu Items form?  You will have to add a record 
there.  If you want it to show in the flow bar you will have to add records to 
the VIS:ProcessFlowStructureSetup form.

Don't forget the Interface form too.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
Sent: Thursday, January 03, 2013 8:46 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Add status reason to In Progress status

**
Hello all,

I've added the reasons to this status in the status_reason_hidden field and 
entries to the sys:status reason menu items form. The reasons appear on the 
HPD:Help Desk screen but when I save an entry, the reason field is blanked out.

I looked to see if I could find an active link that's wiping out the value and 
I first thought it was HPD:INC:Status_100_ClearReason but even after disabling 
that object, the entry is still wiped out. I'm not sure where to look now.

Any thoughts?

Thanks again,
Ron
_ARSlist: Where the Answers Are and have been for 20 years_
_ARSlist: Where the Answers Are and have been for 20 years_
_ARSlist: Where the Answers Are and have been for 20 years_
_ARSlist: Where the Answers Are and have been for 20 years_
_ARSlist: Where the Answers Are and have been for 20 years_

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: Add status reason to In Progress status

[Cecil, Ken]

Ron,

I did this recently with In Progress and Assigned Status Reasons. You are on 
the right track and almost there as long as you don't care about the process 
flow bar stuff...

The selection code on the record does need to match the Menu ID.

...that the selection code field on sys:status reason menu items cannot be 
modified even when creating a new record...

This is a known bug. You need to do is edit the SYS:Status Reason Menu Items 
form and make that field editable. Then for any records you create make that 
match the menu id on the hidden status reason field.


Ken.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
Sent: Thursday, January 03, 2013 3:45 PM
To: arslist@ARSLIST.ORG
Subject: Re: Add status reason to In Progress status

**
I see the pending option on the flow bar, I didn't know it was there before. 
Typically I've just manually set the status to pending and chosen a reason. I'd 
like to do the same for in progress.

I went through all the AL's for 'Window Loaded' on HPD:Help Desk and only found 
one that sets the z1D_CurrentDatabaseStatus field to $Status$ which isn't the 
status reason field. It's likely I'm missing something.

I believe the z1D_status_reason field gets its menu options from a menu object 
that pulls up from the status reason menu items. Not sure what I would do 
different there.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Thursday, January 03, 2013 11:18 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Add status reason to In Progress status

**
I guess it is only the Pending status reason you can pick from the process flow 
bar.  You need the AL to set the field when you load the screen.  Did you add 
the menu option to the z1D_Status_Reason field?

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
Sent: Thursday, January 03, 2013 11:04 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Add status reason to In Progress status

**
Thanks. I've done the first two items as mentioned in the OP. It's funny the KB 
article didn't mention anything about the selection code matching the menu ID 
and that the selection code field on sys:status reason menu items cannot be 
modified even when creating a new record.

I'm not sure I understand what a status reason has to do with an entry in the 
process flow bar. I just to choose a status reason for incidents in the 'In 
Progress' status. Seems a simple enough concept.

In any case, I found the AL that was clearing the field 
(HPD:SHR:OnDisplay_100_SetTempStatusReason) though that's not the only issue. I 
disabled that AL and now I can select the reason, press 'save' and the field 
remains. If I re-open the record, the field is once again empty.

Not sure where to look now.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of 
Pargeter, Christie :CO IS
Sent: Thursday, January 03, 2013 10:23 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Add status reason to In Progress status

**
Ron - was looking for something else but found this on BMC's site

https://kb.bmc.com/infocenter/index?page=contentid=KA298073actp=searchviewlocale=en_USsearchid=1357237212596

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Thursday, January 03, 2013 9:48 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Add status reason to In Progress status

**
I haven't done a status reason for Incident but I have for Change.  Did you 
update the SYS:Status Reason Menu Items form?  You will have to add a record 
there.  If you want it to show in the flow bar you will have to add records to 
the VIS:ProcessFlowStructureSetup form.

Don't forget the Interface form too.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
Sent: Thursday, January 03, 2013 8:46 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Add status reason to In Progress status

**
Hello all,

I've added the reasons to this status in the status_reason_hidden field and 
entries to the sys:status reason menu items form. The reasons appear on the 
HPD:Help Desk screen but when I save an entry, the reason field is blanked out.

I looked to see if I could find an active link that's wiping out the value and 
I first thought it was HPD:INC:Status_100_ClearReason but even after disabling 
that object, the entry is still wiped out. I'm not sure where to look now.

Any thoughts?

Thanks again,
Ron
_ARSlist: Where the Answers Are and have been for 20 years_
_ARSlist: Where the Answers Are and have been for 20 years_
_ARSlist: Where the Answers Are and have been for 20 years_
_ARSlist: Where the Answers Are and have been 

Re: Add status reason to In Progress status

[Peters, Ron]

Yep, I don't care about the flow bar. I had already made the field read/write 
so I could create entries to match the hidden status reason ID field. I had 
done this a year or so ago to add a reason to the resolved status and that 
seemed to work fine. It's weird that with the in progress status the reason 
keeps getting wiped out.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken
Sent: Thursday, January 03, 2013 12:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: Add status reason to In Progress status

**
Ron,

I did this recently with In Progress and Assigned Status Reasons. You are on 
the right track and almost there as long as you don't care about the process 
flow bar stuff...

The selection code on the record does need to match the Menu ID.

...that the selection code field on sys:status reason menu items cannot be 
modified even when creating a new record...

This is a known bug. You need to do is edit the SYS:Status Reason Menu Items 
form and make that field editable. Then for any records you create make that 
match the menu id on the hidden status reason field.


Ken.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
Sent: Thursday, January 03, 2013 3:45 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Add status reason to In Progress status

**
I see the pending option on the flow bar, I didn't know it was there before. 
Typically I've just manually set the status to pending and chosen a reason. I'd 
like to do the same for in progress.

I went through all the AL's for 'Window Loaded' on HPD:Help Desk and only found 
one that sets the z1D_CurrentDatabaseStatus field to $Status$ which isn't the 
status reason field. It's likely I'm missing something.

I believe the z1D_status_reason field gets its menu options from a menu object 
that pulls up from the status reason menu items. Not sure what I would do 
different there.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Thursday, January 03, 2013 11:18 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Add status reason to In Progress status

**
I guess it is only the Pending status reason you can pick from the process flow 
bar.  You need the AL to set the field when you load the screen.  Did you add 
the menu option to the z1D_Status_Reason field?

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
Sent: Thursday, January 03, 2013 11:04 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Add status reason to In Progress status

**
Thanks. I've done the first two items as mentioned in the OP. It's funny the KB 
article didn't mention anything about the selection code matching the menu ID 
and that the selection code field on sys:status reason menu items cannot be 
modified even when creating a new record.

I'm not sure I understand what a status reason has to do with an entry in the 
process flow bar. I just to choose a status reason for incidents in the 'In 
Progress' status. Seems a simple enough concept.

In any case, I found the AL that was clearing the field 
(HPD:SHR:OnDisplay_100_SetTempStatusReason) though that's not the only issue. I 
disabled that AL and now I can select the reason, press 'save' and the field 
remains. If I re-open the record, the field is once again empty.

Not sure where to look now.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of 
Pargeter, Christie :CO IS
Sent: Thursday, January 03, 2013 10:23 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Add status reason to In Progress status

**
Ron - was looking for something else but found this on BMC's site

https://kb.bmc.com/infocenter/index?page=contentid=KA298073actp=searchviewlocale=en_USsearchid=1357237212596

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Thursday, January 03, 2013 9:48 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Add status reason to In Progress status

**
I haven't done a status reason for Incident but I have for Change.  Did you 
update the SYS:Status Reason Menu Items form?  You will have to add a record 
there.  If you want it to show in the flow bar you will have to add records to 
the VIS:ProcessFlowStructureSetup form.

Don't forget the Interface form too.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
Sent: Thursday, January 03, 2013 8:46 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Add status reason to In Progress status

**
Hello all,

I've added the reasons to this status in the status_reason_hidden field and 
entries to the sys:status reason menu items form. The reasons 

Re: Add status reason to In Progress status

[Lou]

I did this recently there is code that removes the status reason based on 
selections from. Take a look at filter HPD:INC:ClearStatusReason_210 and add 
'status' !=In Progress 

On Jan 3, 2013, at 4:17 PM, Peters, Ron rpet...@columbia.com wrote:

 **
 Yep, I don’t care about the flow bar. I had already made the field read/write 
 so I could create entries to match the hidden status reason ID field. I had 
 done this a year or so ago to add a reason to the resolved status and that 
 seemed to work fine. It’s weird that with the in progress status the reason 
 keeps getting wiped out.
  
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken
 Sent: Thursday, January 03, 2013 12:56 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: Add status reason to In Progress status
  
 **
 Ron,
  
 I did this recently with In Progress and Assigned Status Reasons. You are on 
 the right track and almost there as long as you don’t care about the process 
 flow bar stuff…
  
 The selection code on the record does need to match the Menu ID.
  
 “…that the selection code field on sys:status reason menu items cannot be 
 modified even when creating a new record…”
  
 This is a known bug. You need to do is edit the SYS:Status Reason Menu Items 
 form and make that field editable. Then for any records you create make that 
 match the menu id on the hidden status reason field.
  
  
 Ken.
  
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
 Sent: Thursday, January 03, 2013 3:45 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: Add status reason to In Progress status
  
 **
 I see the pending option on the flow bar, I didn’t know it was there before. 
 Typically I’ve just manually set the status to pending and chosen a reason. 
 I’d like to do the same for in progress.
  
 I went through all the AL’s for ‘Window Loaded’ on HPD:Help Desk and only 
 found one that sets the z1D_CurrentDatabaseStatus field to $Status$ which 
 isn’t the status reason field. It’s likely I’m missing something.
  
 I believe the z1D_status_reason field gets its menu options from a menu 
 object that pulls up from the status reason menu items. Not sure what I would 
 do different there.
  
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
 Sent: Thursday, January 03, 2013 11:18 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: Add status reason to In Progress status
  
 **
 I guess it is only the Pending status reason you can pick from the process 
 flow bar.  You need the AL to set the field when you load the screen.  Did 
 you add the menu option to the z1D_Status_Reason field?
  
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
 Sent: Thursday, January 03, 2013 11:04 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: Add status reason to In Progress status
  
 **
 Thanks. I’ve done the first two items as mentioned in the OP. It’s funny the 
 KB article didn’t mention anything about the selection code matching the menu 
 ID and that the selection code field on sys:status reason menu items cannot 
 be modified even when creating a new record.
  
 I’m not sure I understand what a status reason has to do with an entry in the 
 process flow bar. I just to choose a status reason for incidents in the ‘In 
 Progress’ status. Seems a simple enough concept.
  
 In any case, I found the AL that was clearing the field 
 (HPD:SHR:OnDisplay_100_SetTempStatusReason) though that’s not the only issue. 
 I disabled that AL and now I can select the reason, press ‘save’ and the 
 field remains. If I re-open the record, the field is once again empty.
  
 Not sure where to look now.
  
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
 Sent: Thursday, January 03, 2013 10:23 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: Add status reason to In Progress status
  
 **
 Ron – was looking for something else but found this on BMC’s site
  
 https://kb.bmc.com/infocenter/index?page=contentid=KA298073actp=searchviewlocale=en_USsearchid=1357237212596
  
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
 Sent: Thursday, January 03, 2013 9:48 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: Add status reason to In Progress status
  
 **
 I haven’t done a status reason for Incident but I have for Change.  Did you 
 update the SYS:Status Reason Menu Items form?  You will have to add a record 
 there.  If you want it to show in the flow bar you will have to add records 
 to the VIS:ProcessFlowStructureSetup form.
  
 Don’t forget the Interface form too.
  
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
 Sent: Thursday, January 03, 2013 8:46 AM
 To: arslist@ARSLIST.ORG
 Subject: 

Re: Add status reason to In Progress status

[Jason]

I'm running on a V8 system. There's a filter HPD:INC:ClearStatusReason_210 
that clears status reason if the status is not Pending, Resolved, Closed, or 
Cancelled.


Also, here's a list of all the Incident forms that have the status reason 
field. If you're using overlays, you'll need to create overlays for all of the 
join forms or the new overlay status reason value will not be displayed on them.

HPD:CFG_IncidentWatchList 
HPD:Help Desk 
HPD:Help Desk Classic 
HPD:Help Desk Dialogs 
HPD:Help Desk Dialogs Classic 
HPD:HelpDeskPeopleReportJoin 
HPD:Incident Assoc Search 
HPD:IncidentInterface 
HPD:IncidentInterface_Create 
HPD:IncidentRelationshipInterface 
HPD:LoadHelpDesk 
HPD:LoadTemplate 
HPD:Search-Assignment Logs 
HPD:Search-Associations 
HPD:Search-Worklog 
HPD:Template 
HPD:TemplateCustomerJoin 
HPD:TemplateSPGAssocLookup 
HPD:TemplateSPGLookUp 


Jason





 From: Peters, Ron rpet...@columbia.com
To: arslist@ARSLIST.ORG 
Sent: Thursday, January 3, 2013 4:17 PM
Subject: Re: Add status reason to In Progress status
 

**  
Yep, I don’t care about the flow bar. I had already made the field read/write 
so I could create entries to match the hidden status reason ID field. I had 
done this a year or so ago to add a reason to the resolved status and that 
seemed to work fine. It’s weird that with the in progress status the reason 
keeps getting wiped out.
 
From:Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken
Sent: Thursday, January 03, 2013 12:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: Add status reason to In Progress status
 
** 
Ron,
 
I did this recently with In Progress and Assigned Status Reasons. You are on 
the right track and almost there as long as you don’t care about the process 
flow bar stuff… 
 
The selection code on the record does need to match the Menu ID.
 
“…that the selection code field on sys:status reason menu items cannot be 
modified even when creating a new record…”
 
This is a known bug. You need to do is edit the SYS:Status Reason Menu Items 
form and make that field editable. Then for any records you create make that 
match the menu id on the hidden status reason field.
 
 
Ken.
 
From:Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
Sent: Thursday, January 03, 2013 3:45 PM
To: arslist@ARSLIST.ORG
Subject: Re: Add status reason to In Progress status
 
** 
I see the pending option on the flow bar, I didn’t know it was there before. 
Typically I’ve just manually set the status to pending and chosen a reason. I’d 
like to do the same for in progress.
 
I went through all the AL’s for ‘Window Loaded’ on HPD:Help Desk and only found 
one that sets the z1D_CurrentDatabaseStatus field to $Status$ which isn’t the 
status reason field. It’s likely I’m missing something.
 
I believe the z1D_status_reason field gets its menu options from a menu object 
that pulls up from the status reason menu items. Not sure what I would do 
different there.
 
From:Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Thursday, January 03, 2013 11:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: Add status reason to In Progress status
 
** 
I guess it is only the Pending status reason you can pick from the process flow 
bar.  You need the AL to set the field when you load the screen.  Did you add 
the menu option to the z1D_Status_Reason field?
 
From:Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
Sent: Thursday, January 03, 2013 11:04 AM
To: arslist@ARSLIST.ORG
Subject: Re: Add status reason to In Progress status
 
** 
Thanks. I’ve done the first two items as mentioned in the OP. It’s funny the KB 
article didn’t mention anything about the selection code matching the menu ID 
and that the selection code field on sys:status reason menu items cannot be 
modified even when creating a new record.
 
I’m not sure I understand what a status reason has to do with an entry in the 
process flow bar. I just to choose a status reason for incidents in the ‘In 
Progress’ status. Seems a simple enough concept.
 
In any case, I found the AL that was clearing the field 
(HPD:SHR:OnDisplay_100_SetTempStatusReason) though that’s not the only issue. I 
disabled that AL and now I can select the reason, press ‘save’ and the field 
remains. If I re-open the record, the field is once again empty.
 
Not sure where to look now.
 
From:Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Thursday, January 03, 2013 10:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: Add status reason to In Progress status
 
** 
Ron – was looking for something else but found this on BMC’s site
 
https://kb.bmc.com/infocenter/index?page=contentid=KA298073actp=searchviewlocale=en_USsearchid=1357237212596
 
 
From:Action Request 

Re: Add status reason to In Progress status

[Cecil, Ken]

Yes I forgot. I have just disabled it since we also use status reasons for 
assigned.


Ken.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Lou
Sent: Thursday, January 03, 2013 4:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: Add status reason to In Progress status

**
I did this recently there is code that removes the status reason based on 
selections from. Take a look at filter HPD:INC:ClearStatusReason_210 and add 
'status' !=In Progress

On Jan 3, 2013, at 4:17 PM, Peters, Ron 
rpet...@columbia.commailto:rpet...@columbia.com wrote:
**
Yep, I don’t care about the flow bar. I had already made the field read/write 
so I could create entries to match the hidden status reason ID field. I had 
done this a year or so ago to add a reason to the resolved status and that 
seemed to work fine. It’s weird that with the in progress status the reason 
keeps getting wiped out.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken
Sent: Thursday, January 03, 2013 12:56 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Add status reason to In Progress status

**
Ron,

I did this recently with In Progress and Assigned Status Reasons. You are on 
the right track and almost there as long as you don’t care about the process 
flow bar stuff…

The selection code on the record does need to match the Menu ID.

“…that the selection code field on sys:status reason menu items cannot be 
modified even when creating a new record…”

This is a known bug. You need to do is edit the SYS:Status Reason Menu Items 
form and make that field editable. Then for any records you create make that 
match the menu id on the hidden status reason field.


Ken.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
Sent: Thursday, January 03, 2013 3:45 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Add status reason to In Progress status

**
I see the pending option on the flow bar, I didn’t know it was there before. 
Typically I’ve just manually set the status to pending and chosen a reason. I’d 
like to do the same for in progress.

I went through all the AL’s for ‘Window Loaded’ on HPD:Help Desk and only found 
one that sets the z1D_CurrentDatabaseStatus field to $Status$ which isn’t the 
status reason field. It’s likely I’m missing something.

I believe the z1D_status_reason field gets its menu options from a menu object 
that pulls up from the status reason menu items. Not sure what I would do 
different there.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Thursday, January 03, 2013 11:18 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Add status reason to In Progress status

**
I guess it is only the Pending status reason you can pick from the process flow 
bar.  You need the AL to set the field when you load the screen.  Did you add 
the menu option to the z1D_Status_Reason field?

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
Sent: Thursday, January 03, 2013 11:04 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Add status reason to In Progress status

**
Thanks. I’ve done the first two items as mentioned in the OP. It’s funny the KB 
article didn’t mention anything about the selection code matching the menu ID 
and that the selection code field on sys:status reason menu items cannot be 
modified even when creating a new record.

I’m not sure I understand what a status reason has to do with an entry in the 
process flow bar. I just to choose a status reason for incidents in the ‘In 
Progress’ status. Seems a simple enough concept.

In any case, I found the AL that was clearing the field 
(HPD:SHR:OnDisplay_100_SetTempStatusReason) though that’s not the only issue. I 
disabled that AL and now I can select the reason, press ‘save’ and the field 
remains. If I re-open the record, the field is once again empty.

Not sure where to look now.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of 
Pargeter, Christie :CO IS
Sent: Thursday, January 03, 2013 10:23 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Add status reason to In Progress status

**
Ron – was looking for something else but found this on BMC’s site

https://kb.bmc.com/infocenter/index?page=contentid=KA298073actp=searchviewlocale=en_USsearchid=1357237212596

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Thursday, January 03, 2013 9:48 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Add status reason to In Progress status

**
I haven’t done a status reason for Incident but I have for Change.  Did you 
update the SYS:Status 

Re: Add status reason to In Progress status

[Peters, Ron]

Thanks. I was sure that was going to be it. I disabled the filter, open an 
incident, set the status/reason, save, and there’s no problem. Move to another 
ticket and back to the one that was saved OR re-open the want that was saved, 
and the status reason is blank. It’s still being lost somewhere.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken
Sent: Thursday, January 03, 2013 1:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: Add status reason to In Progress status

**
Yes I forgot. I have just disabled it since we also use status reasons for 
assigned.


Ken.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Lou
Sent: Thursday, January 03, 2013 4:24 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Add status reason to In Progress status

**
I did this recently there is code that removes the status reason based on 
selections from. Take a look at filter HPD:INC:ClearStatusReason_210 and add 
'status' !=In Progress

On Jan 3, 2013, at 4:17 PM, Peters, Ron 
rpet...@columbia.commailto:rpet...@columbia.com wrote:
**
Yep, I don’t care about the flow bar. I had already made the field read/write 
so I could create entries to match the hidden status reason ID field. I had 
done this a year or so ago to add a reason to the resolved status and that 
seemed to work fine. It’s weird that with the in progress status the reason 
keeps getting wiped out.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken
Sent: Thursday, January 03, 2013 12:56 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Add status reason to In Progress status

**
Ron,

I did this recently with In Progress and Assigned Status Reasons. You are on 
the right track and almost there as long as you don’t care about the process 
flow bar stuff…

The selection code on the record does need to match the Menu ID.

“…that the selection code field on sys:status reason menu items cannot be 
modified even when creating a new record…”

This is a known bug. You need to do is edit the SYS:Status Reason Menu Items 
form and make that field editable. Then for any records you create make that 
match the menu id on the hidden status reason field.


Ken.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
Sent: Thursday, January 03, 2013 3:45 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Add status reason to In Progress status

**
I see the pending option on the flow bar, I didn’t know it was there before. 
Typically I’ve just manually set the status to pending and chosen a reason. I’d 
like to do the same for in progress.

I went through all the AL’s for ‘Window Loaded’ on HPD:Help Desk and only found 
one that sets the z1D_CurrentDatabaseStatus field to $Status$ which isn’t the 
status reason field. It’s likely I’m missing something.

I believe the z1D_status_reason field gets its menu options from a menu object 
that pulls up from the status reason menu items. Not sure what I would do 
different there.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Thursday, January 03, 2013 11:18 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Add status reason to In Progress status

**
I guess it is only the Pending status reason you can pick from the process flow 
bar.  You need the AL to set the field when you load the screen.  Did you add 
the menu option to the z1D_Status_Reason field?

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
Sent: Thursday, January 03, 2013 11:04 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Add status reason to In Progress status

**
Thanks. I’ve done the first two items as mentioned in the OP. It’s funny the KB 
article didn’t mention anything about the selection code matching the menu ID 
and that the selection code field on sys:status reason menu items cannot be 
modified even when creating a new record.

I’m not sure I understand what a status reason has to do with an entry in the 
process flow bar. I just to choose a status reason for incidents in the ‘In 
Progress’ status. Seems a simple enough concept.

In any case, I found the AL that was clearing the field 
(HPD:SHR:OnDisplay_100_SetTempStatusReason) though that’s not the only issue. I 
disabled that AL and now I can select the reason, press ‘save’ and the field 
remains. If I re-open the record, the field is once again empty.

Not sure where to look now.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of 
Pargeter, Christie :CO IS
Sent: Thursday, January 03, 2013 10:23 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Add status reason to In Progress 

New Idea posted in BMC Communities - Developer Studio

[Sanford, Claire]

https://communities.bmc.com/communities/ideas/1604

I have posted an idea...  In Developer Studio, add a column that shows who last 
modified a piece of workflow.

In my old environment I was the only developer and it didn't matter.  Now that 
there are 3 consultants and two other people doing development work, it would 
be very handy!



ITSM 7.6.04 SP2
ARS 7.6.04 SP3
Oracle 11.2.0.3.0 - 64bit Production
Win 2008 Server

Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
claire.sanf...@memorialhermann.org







___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: New Idea posted in BMC Communities - Developer Studio

[ravi rai]

Claire,In the preferences select the column Last changed by  display =Yes  

Ravi Rai 


Date: Thu, 3 Jan 2013 22:17:37 +
From: claire.sanf...@memorialhermann.org
Subject: New Idea posted in BMC Communities - Developer Studio
To: arslist@ARSLIST.ORG

**









https://communities.bmc.com/communities/ideas/1604
 
I have posted an idea...  In Developer Studio, add a column that shows who last 
modified a piece of workflow.
 
In my old environment I was the only developer and it didn't matter.  Now that 
there are 3 consultants and two other people doing development work, it would 
be very handy!
 
 
 
ITSM 7.6.04 SP2
ARS 7.6.04 SP3
Oracle 11.2.0.3.0 - 64bit Production
Win 2008 Server
 
Claire Sanford 
Information Systems Division 
Memorial Hermann Healthcare System
claire.sanf...@memorialhermann.org 
 
 
 
 
 
 



_ARSlist: Where the Answers Are and have been for 20 years_   
  
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: Add status reason to In Progress status

[Lou]

Ok then your values for ids dont match. Look at the field through your database.

On Jan 3, 2013, at 4:48 PM, Peters, Ron rpet...@columbia.com wrote:

 **
 Thanks. I was sure that was going to be it. I disabled the filter, open an 
 incident, set the status/reason, save, and there’s no problem. Move to 
 another ticket and back to the one that was saved OR re-open the want that 
 was saved, and the status reason is blank. It’s still being lost somewhere.
  
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken
 Sent: Thursday, January 03, 2013 1:36 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: Add status reason to In Progress status
  
 **
 Yes I forgot. I have just disabled it since we also use status reasons for 
 assigned.
  
  
 Ken.
  
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Lou
 Sent: Thursday, January 03, 2013 4:24 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: Add status reason to In Progress status
  
 **
 I did this recently there is code that removes the status reason based on 
 selections from. Take a look at filter HPD:INC:ClearStatusReason_210 and add 
 'status' !=In Progress 
 
 On Jan 3, 2013, at 4:17 PM, Peters, Ron rpet...@columbia.com wrote:
 
 **
 Yep, I don’t care about the flow bar. I had already made the field read/write 
 so I could create entries to match the hidden status reason ID field. I had 
 done this a year or so ago to add a reason to the resolved status and that 
 seemed to work fine. It’s weird that with the in progress status the reason 
 keeps getting wiped out.
  
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken
 Sent: Thursday, January 03, 2013 12:56 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: Add status reason to In Progress status
  
 **
 Ron,
  
 I did this recently with In Progress and Assigned Status Reasons. You are on 
 the right track and almost there as long as you don’t care about the process 
 flow bar stuff…
  
 The selection code on the record does need to match the Menu ID.
  
 “…that the selection code field on sys:status reason menu items cannot be 
 modified even when creating a new record…”
  
 This is a known bug. You need to do is edit the SYS:Status Reason Menu Items 
 form and make that field editable. Then for any records you create make that 
 match the menu id on the hidden status reason field.
  
  
 Ken.
  
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
 Sent: Thursday, January 03, 2013 3:45 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: Add status reason to In Progress status
  
 **
 I see the pending option on the flow bar, I didn’t know it was there before. 
 Typically I’ve just manually set the status to pending and chosen a reason. 
 I’d like to do the same for in progress.
  
 I went through all the AL’s for ‘Window Loaded’ on HPD:Help Desk and only 
 found one that sets the z1D_CurrentDatabaseStatus field to $Status$ which 
 isn’t the status reason field. It’s likely I’m missing something.
  
 I believe the z1D_status_reason field gets its menu options from a menu 
 object that pulls up from the status reason menu items. Not sure what I would 
 do different there.
  
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
 Sent: Thursday, January 03, 2013 11:18 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: Add status reason to In Progress status
  
 **
 I guess it is only the Pending status reason you can pick from the process 
 flow bar.  You need the AL to set the field when you load the screen.  Did 
 you add the menu option to the z1D_Status_Reason field?
  
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
 Sent: Thursday, January 03, 2013 11:04 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: Add status reason to In Progress status
  
 **
 Thanks. I’ve done the first two items as mentioned in the OP. It’s funny the 
 KB article didn’t mention anything about the selection code matching the menu 
 ID and that the selection code field on sys:status reason menu items cannot 
 be modified even when creating a new record.
  
 I’m not sure I understand what a status reason has to do with an entry in the 
 process flow bar. I just to choose a status reason for incidents in the ‘In 
 Progress’ status. Seems a simple enough concept.
  
 In any case, I found the AL that was clearing the field 
 (HPD:SHR:OnDisplay_100_SetTempStatusReason) though that’s not the only issue. 
 I disabled that AL and now I can select the reason, press ‘save’ and the 
 field remains. If I re-open the record, the field is once again empty.
  
 Not sure where to look now.
  
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
 Sent: Thursday, January 03, 2013 

Re: Add status reason to In Progress status

[Lou]

The value of the menu in hpd helpdesl needs to match the  status reason menu 
item. If it does not it does not return a value.

On Jan 3, 2013, at 4:27 PM, Lou lrguar...@yahoo.com wrote:

 
 
 

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: Add status reason to In Progress status

[Pargeter, Christie :CO IS]

Have you turned on active link logging and checked the db to see when it
is being cleared?  E.g., is it getting into the db but getting cleared
when you load the record?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Lou
Sent: Thursday, January 03, 2013 2:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: Add status reason to In Progress status

The value of the menu in hpd helpdesl needs to match the  status reason
menu item. If it does not it does not return a value.

On Jan 3, 2013, at 4:27 PM, Lou lrguar...@yahoo.com wrote:

 
 
 


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the
Answers Are, and have been for 20 years

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: New Idea posted in BMC Communities - Developer Studio

[Jason]

Hi Claire, I haven't looked on earlier versions, but V8 dev studio has the last 
changed by column, it just needs to be turned on. You'll need to exit and 
re-open dev studio before the column populates.

Window  Preferences  Remedy Developer Studio  Object List View  Find the 
column under each type and change the display from No to Yes.



Jason





 From: Sanford, Claire claire.sanf...@memorialhermann.org
To: arslist@ARSLIST.ORG 
Sent: Thursday, January 3, 2013 5:17 PM
Subject: New Idea posted in BMC Communities - Developer Studio
 

**  
https://communities.bmc.com/communities/ideas/1604
 
I have posted an idea...  In Developer Studio, add a column that shows who last 
modified a piece of workflow.
 
In my old environment I was the only developer and it didn't matter.  Now that 
there are 3 consultants and two other people doing development work, it would 
be very handy!
 
 
 
ITSM 7.6.04 SP2
ARS 7.6.04 SP3
Oracle 11.2.0.3.0 - 64bit Production
Win 2008 Server
 
Claire Sanford 
Information Systems Division 
Memorial Hermann Healthcare System
claire.sanf...@memorialhermann.org 
 
 
 
 
 
  
_ARSlist: Where the Answers Are and have been for 20 years_

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: Add status reason to In Progress status

[Lou]

 I don't think disabling that filter is a good idea because that puts SLA's on 
hold depending on the status you pick.

On Jan 3, 2013, at 4:35 PM, Cecil, Ken kce...@hubbell.com wrote:

 **
 Yes I forgot. I have just disabled it since we also use status reasons for 
 assigned.
  
  
 Ken.
  
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Lou
 Sent: Thursday, January 03, 2013 4:24 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: Add status reason to In Progress status
  
 **
 I did this recently there is code that removes the status reason based on 
 selections from. Take a look at filter HPD:INC:ClearStatusReason_210 and add 
 'status' !=In Progress 
 
 On Jan 3, 2013, at 4:17 PM, Peters, Ron rpet...@columbia.com wrote:
 
 **
 Yep, I don’t care about the flow bar. I had already made the field read/write 
 so I could create entries to match the hidden status reason ID field. I had 
 done this a year or so ago to add a reason to the resolved status and that 
 seemed to work fine. It’s weird that with the in progress status the reason 
 keeps getting wiped out.
  
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken
 Sent: Thursday, January 03, 2013 12:56 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: Add status reason to In Progress status
  
 **
 Ron,
  
 I did this recently with In Progress and Assigned Status Reasons. You are on 
 the right track and almost there as long as you don’t care about the process 
 flow bar stuff…
  
 The selection code on the record does need to match the Menu ID.
  
 “…that the selection code field on sys:status reason menu items cannot be 
 modified even when creating a new record…”
  
 This is a known bug. You need to do is edit the SYS:Status Reason Menu Items 
 form and make that field editable. Then for any records you create make that 
 match the menu id on the hidden status reason field.
  
  
 Ken.
  
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
 Sent: Thursday, January 03, 2013 3:45 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: Add status reason to In Progress status
  
 **
 I see the pending option on the flow bar, I didn’t know it was there before. 
 Typically I’ve just manually set the status to pending and chosen a reason. 
 I’d like to do the same for in progress.
  
 I went through all the AL’s for ‘Window Loaded’ on HPD:Help Desk and only 
 found one that sets the z1D_CurrentDatabaseStatus field to $Status$ which 
 isn’t the status reason field. It’s likely I’m missing something.
  
 I believe the z1D_status_reason field gets its menu options from a menu 
 object that pulls up from the status reason menu items. Not sure what I would 
 do different there.
  
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
 Sent: Thursday, January 03, 2013 11:18 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: Add status reason to In Progress status
  
 **
 I guess it is only the Pending status reason you can pick from the process 
 flow bar.  You need the AL to set the field when you load the screen.  Did 
 you add the menu option to the z1D_Status_Reason field?
  
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
 Sent: Thursday, January 03, 2013 11:04 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: Add status reason to In Progress status
  
 **
 Thanks. I’ve done the first two items as mentioned in the OP. It’s funny the 
 KB article didn’t mention anything about the selection code matching the menu 
 ID and that the selection code field on sys:status reason menu items cannot 
 be modified even when creating a new record.
  
 I’m not sure I understand what a status reason has to do with an entry in the 
 process flow bar. I just to choose a status reason for incidents in the ‘In 
 Progress’ status. Seems a simple enough concept.
  
 In any case, I found the AL that was clearing the field 
 (HPD:SHR:OnDisplay_100_SetTempStatusReason) though that’s not the only issue. 
 I disabled that AL and now I can select the reason, press ‘save’ and the 
 field remains. If I re-open the record, the field is once again empty.
  
 Not sure where to look now.
  
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
 Sent: Thursday, January 03, 2013 10:23 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: Add status reason to In Progress status
  
 **
 Ron – was looking for something else but found this on BMC’s site
  
 https://kb.bmc.com/infocenter/index?page=contentid=KA298073actp=searchviewlocale=en_USsearchid=1357237212596
  
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
 Sent: Thursday, January 03, 2013 9:48 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: Add status reason to In 

Re: Add status reason to In Progress status

[Peters, Ron]

My understanding is that the 'selection code' should match the menu item 'id'. 
I think this looks right, the numbers match (hopefully these screenshots come 
through):



[cid:image001.png@01CDE9C0.F97BDF90]



[cid:image002.png@01CDE9C0.F97BDF90]



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Lou
Sent: Thursday, January 03, 2013 2:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: Add status reason to In Progress status



The value of the menu in hpd helpdesl needs to match the  status reason menu 
item. If it does not it does not return a value.



On Jan 3, 2013, at 4:27 PM, Lou 
lrguar...@yahoo.commailto:lrguar...@yahoo.com wrote:











___

UNSUBSCRIBE or access ARSlist Archives at 
www.arslist.orghttp://www.arslist.org

Where the Answers Are, and have been for 20 years



___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years
inline: image001.pnginline: image002.png

Re: New Idea posted in BMC Communities - Developer Studio

[Sanford, Claire]

Wow!  Jason and Ravi!

Thank you!

Did you ever post in one document the tips and tricks for Developer Studio?

Claire

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason
Sent: Thursday, January 03, 2013 4:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: New Idea posted in BMC Communities - Developer Studio

**
Hi Claire, I haven't looked on earlier versions, but V8 dev studio has the last 
changed by column, it just needs to be turned on. You'll need to exit and 
re-open dev studio before the column populates.

Window  Preferences  Remedy Developer Studio  Object List View  Find the 
column under each type and change the display from No to Yes.



Jason



From: Sanford, Claire 
claire.sanf...@memorialhermann.orgmailto:claire.sanf...@memorialhermann.org
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Sent: Thursday, January 3, 2013 5:17 PM
Subject: New Idea posted in BMC Communities - Developer Studio

**
https://communities.bmc.com/communities/ideas/1604

I have posted an idea...  In Developer Studio, add a column that shows who last 
modified a piece of workflow.

In my old environment I was the only developer and it didn't matter.  Now that 
there are 3 consultants and two other people doing development work, it would 
be very handy!



ITSM 7.6.04 SP2
ARS 7.6.04 SP3
Oracle 11.2.0.3.0 - 64bit Production
Win 2008 Server

Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
claire.sanf...@memorialhermann.orgmailto:claire.sanf...@memorialhermann.org






_ARSlist: Where the Answers Are and have been for 20 years_

_ARSlist: Where the Answers Are and have been for 20 years_

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: New Idea posted in BMC Communities - Developer Studio

[Jason Miller]

No (figuring you were thinking Jason Miller instead of Jason Bess).  We
have been collecting our ideas in a Google Doc and have even started to put
some of that into an unpublished document on the BMC Communities.  The
document isn't really helpful in its current state though.  Is it too late
for me to make a New Year's resolution to finish it?  :)

What is missing from Dev Studio is the ability to add/remove columns on the
Relationships tab.  Also it would be nice to have some more right click
options (Delete, Rename, Copy Name, Export to File, etc.).

Jason

On Thu, Jan 3, 2013 at 3:06 PM, Sanford, Claire Claire.Sanford@
memorialhermann.org wrote:

 **

 Wow!  Jason and Ravi!

 ** **

 Thank you!  

 ** **

 Did you ever post in one document the tips and tricks for Developer Studio?
 

 ** **

 Claire

 ** **

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Jason
 *Sent:* Thursday, January 03, 2013 4:38 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: New Idea posted in BMC Communities - Developer Studio

 ** **

 ** 

 Hi Claire, I haven't looked on earlier versions, but V8 dev studio has the
 last changed by column, it just needs to be turned on. You'll need to exit
 and re-open dev studio before the column populates.

 Window  Preferences  Remedy Developer Studio  Object List View  Find
 the column under each type and change the display from No to Yes.



 Jason

 ** **

 ** **
--

 *From:* Sanford, Claire claire.sanf...@memorialhermann.org
 *To:* arslist@ARSLIST.ORG
 *Sent:* Thursday, January 3, 2013 5:17 PM
 *Subject:* New Idea posted in BMC Communities - Developer Studio

 ** **

 ** 

 https://communities.bmc.com/communities/ideas/1604

  

 I have posted an idea...  In Developer Studio, add a column that shows who
 last modified a piece of workflow.

  

 In my old environment I was the only developer and it didn't matter.  Now
 that there are 3 consultants and two other people doing development work,
 it would be very handy!

  

  

  

 ITSM 7.6.04 SP2

 ARS 7.6.04 SP3

 Oracle 11.2.0.3.0 - 64bit Production

 Win 2008 Server

  

 Claire Sanford 

 Information Systems Division 

 Memorial Hermann Healthcare System

 claire.sanf...@memorialhermann.org 

  

  

  

  

  

  

 _ARSlist: Where the Answers Are and have been for 20 years_ 

 ** **

 _ARSlist: Where the Answers Are and have been for 20 years_
  _ARSlist: Where the Answers Are and have been for 20 years_


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years