Re: Question related to placeholder forms

[Sagar Valse]

Hi Ryan,

Thanks a lot!!!
The issue got resolved.The blank placeholder was there in the database.
Just wondering how the blank placeholder got created.


On Thu, Jun 13, 2013 at 6:59 PM, Downing, Ryan  wrote:

> **
>
> Hi Sagar,
>
> ** **
>
> You said you “tried” deleting the blank placeholder. Did it delete? Or did
> you get the error when you tried to delete?
>
> ** **
>
> Perform the following SQL query:
>
> ** **
>
> select name,schemaId from arschema
>
> ** **
>
> You should not have any entries in the arschema form with a NULL name
> value. If you do have any entries with a NULL value try the following:
>
> ** **
>
> **1.   **BACKUP your database
>
> **2.   **Delete the entry or entries in arschema where the name is
> NULL
>
> **3.   **Now try and create/modify/delete on any other form
>
> ** **
>
> Hopefully this will allow you to save/modify other forms…..
>
> ** **
>
> I hope this helps,
>
> ** **
>
> Regards,
>
> Ryan.
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Sagar Valse
> *Sent:* Thursday, June 13, 2013 5:24 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Fwd: Question related to placeholder forms
>
> ** **
>
> ** 
>
> ** **
>
>  Hi Ryan\David,
>  
>
> I am facing similar issue and i tried deleting the blank placeholder as
> well.
>
> But still i was getting same error.
>
> Did you got any solution for issue.
>
> Thanks and Regards,
> Sagar Valse 
>
>
>
> ** 
>
> Hi David,
>
>  
>
> Can you delete the “placeholder” form? It appears this particular
> placeholder form is corrupt. As you stated…even placeholder forms require a
> name.
>
>  
>
> Do you know what imported workflow would have created the placeholder form?
> 
>
>  
>
> As an FYI:
>
>  
>
> Importing shared workflow not owned by the application
>
> When you import an application definition file that contains shared
> workflow not owned by the application, AR System can create a
> non-functional *placeholder form*
>
> for each external form associated with the shared workflow. This allows
> developers to modify the shared workflow owned by another application
> without installing the integrated application on the development server. It
> also ensures that the complete list of associated forms is preserved with
> any shared workflow.
>
> Placeholder forms are created during application import in these cases:***
> *
>
> · The import definition contains shared workflow from another
> application that
>
> includes a Push Fields or Set Fields action. In this case, a placeholder
> is created for the external form used by the Push Fields or Set Fields
> action.
>
> · The server configuration file (ar.cfg or ar.conf) contains the
> option Create-Workflow-Placeholders: T. In this case, a placeholder form is
> created for any external form associated with the shared workflow,
> regardless of the workflow action type.
>
> A placeholder form has no fields and can only be deleted. If the actual
> definition of a placeholder form is imported, it replaces the existing
> placeholder. In the Forms object list in BMC Remedy Developer Studio,
> placeholder forms are identified as form type “None”. When importing an
> application definition that contains shared workflow not owned by the
> application, the workflow object is created if it does not already exist.
> If the workflow object already exists, only the list of associated forms is
> updated. If the application that owns the shared workflow object is later
> imported, the workflow is replaced.
>
>  
>
> If the placeholder form can be deleted then I am hoping at that point you
> can create/save other forms.
>
>  
>
> Regards,
>
> Ryan.
>
>  
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Longwing, Lj
> *Sent:* Tuesday, April 16, 2013 2:00 PM
>
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Question related to placeholder forms
>
>  
>
> ** 
>
> Ok, in that scenario, I can guarantee you that another form isn't at play.
>  To be able to help we will need the actual message that you are receiving,
> including error number, and if you could also turn on SQL Logging on the
> server before you do the save, and include the relevant portions of the log
> with the reply, that would also help.
>
>  
>
> On Tue, Apr 16, 2013 at 11:43 AM, Drake, David 
> wrote:
>
> ** 
>
> Dev Studio
>
>  
>
> *David Drake*
>
> *Application Systems Analyst*
>
> *ITSM Application Support**
> Koch Business Solutions, LP** *
>
> *email: *david.drake@*kbslp.com* * | **office:
> 316-828-6113**| **cell: 316-200-1991*
>
> *Error! Filename not specified.* * *
>
>  
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsli

Re: Work Order Console issue

[itsm.support]

Hi Mark,

 

Please check below details for your issue:

 

Cause:

 

When we open WO Console, an Active Link 'WOI:WOC:ServiceCall_0_Initialized'
sets COMPANY field with value of company name of user currently logged in
(in our case - Company A).

Click 'More Filters' link on WO Console RHS top. Click the contacts tab and
check the Company Name in field Company (Requested By section)

 

cid:image001.png@01CE6867.54158620

 

 

When you clear this field and click on Apply (you can also click on Clear
All button directly besides Apply), the Work Order Ticket for Company B will
reflect in the WO Console table.

 

However, there is a defect in this too. When you select another company in
the drop-down list, no value appears on the WO console.

This is because of an Active Link which builds the qualification for the WO
Console Table field. The ACTL name is
'WOI:WOC:AdvancedQBE_Build_RQBCompany'.

 

Changes required:

 

ACTL Name : WOI:WOC:AdvancedQBE_Build_RQBCompany

 

Action: Set Fields

 

Value Field: 

Old value -(($z1D_AdvancedQBE$ + " AND 'Company' = """) + $Company$) +


Corrected Value -(($z1D_AdvancedQBE$ + " AND 'Customer Company' = """) +
$Company$) + 

 

This will resolve the issue.

 

--

Regards,

Akshay

 

Vyom Labs Pvt. Ltd.

BSM Solutions & Services || ITIL Consulting & Training

Email: [hidden email]
   || Web Site: www.vyomlabs.com Follow Vyom Labs
http://twitter.com/#!/vyomlabs   ||
http://www.linkedin.com/company/vyom-labs

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Tuesday, June 11, 2013 9:30 PM
To: arslist@ARSLIST.ORG
Subject: Work Order Console issue

 

** 

Hi All,

 

I am attempting to create Work Orders on a scheduled basis. I have a form
that holds the company, work to be done and when the Work Order is to be
created. Then I have an escalation that creates the Work Order. This part
works fine and the Work Order is displayed in the Overview Console. If I
created the Work Order for the Operating  Company it also appears in the
Work Order Console. If I create the Work Order for a Customer Company the WO
does not appear in the WO Console. 

 

I have printed out the work orders and compared field by field and can't
find any significant difference other than the Assignee Groups (112) which
may have the company group number or some random group number. In the case
of the Operating Company I got a random number, Customer Companies were hit
and miss on company group number or random. 

 

Any thoughts ideas would greatly be appreciated.

 

ARS 7.6.04 SP3

ITSM 7.6.04 SP3

 

Thanks

Mark 

 

Mark Brittain

Remedy Developer

ITILv3 Foundation

NaviSite - A Time Warner Cable Company

mbritt...@navisite.com

Office: 315-453-2912 x5335

Mobile: 315-882.5360

email-Logo-031813

 

 

  _  

This E-mail and any of its attachments may contain Time Warner Cable
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contents of and attachments to this E-mail is strictly prohibited and may be
unlawful. If you have received this E-mail in error, please notify the
sender immediately and permanently delete the original and any copy of this
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Re: Finding Pool Number from escalation def file!

[Susan Palmer]

Thanks Misi ... activated the pool column, very useful!

Susan


On Thu, Jun 13, 2013 at 4:54 AM, Misi Mladoniczky  wrote:

> Hi,
>
> Why not turn on the pool-number in the escalation list in dev-studio?
> Window > Preferences > BMC Remedy Developer Studio -> Object List View ->
> Escalations -> Pool Number?
>
> The def-file sometimes has a line break in the object-prop which might
> potentially make you miss some pool numbers.
>
> I have code that does various reports from def files that handles that.
>
> Let me know if you are interested, and I can throw together a small utility
> that performs a report on escalation pool numbers based on def-files.
>
> Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)
>
> Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11/12):
> * RRR|License - Not enough Remedy licenses? Save money by optimizing.
> * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
> Find these products, and many free tools and utilities, at http://rrr.se.
>
> > it is probably stored in the DB in the same manner...you would need to
> > search in the objprop (I think that's the column) for the property 60024,
> > then parse the string apart to find the value...not likely all that easy
> to
> > get to :)
> >
> >
> > On Tue, Jun 11, 2013 at 10:05 AM, swanand deshpande <
> > swanand.deshpa...@gmail.com> wrote:
> >
> >> **
> >> Thanks Much!
> >>
> >> Is there a query that can be run in TOAD to find out the information on
> >> escalation and escalation pool number running on a particular  pool
> number?
> >>
> >>
> >> On Tue, Jun 11, 2013 at 10:57 AM, Longwing, Lj 
> wrote:
> >>
> >>> **
> >>> Swanand,
> >>> Apparently it's stored in object properties for the object
> >>>
> >>>object-prop: 6\60006\4\0\\60008\40\0\60009\4\0\\60010\4\0\\*
> >>> 60024\2\5*\90002\4\26\Remedy Foundation Elements\
> >>>object-prop: 2\*60024\2\8*\90002\4\22\Remedy Asset Inventory\
> >>>
> >>> What you see there is that the first example is in pool 5, and the
> second
> >>> is 8...so if you look for property 60024, the second value past the
> >>> property value will be the pool number
> >>>
> >>> If the escalation doesn't have a pool number, you don't have that
> >>> property defined.
> >>>
> >>>
> >>> On Tue, Jun 11, 2013 at 9:46 AM, swanand deshpande <
> >>> swanand.deshpa...@gmail.com> wrote:
> >>>
>  **
>  Good Morning :-)
> 
>  Hope all is well!
> 
>  How to find out the Pool Number information for escalation from the
>  escalation def file?
> 
>  Thx,
>  Swanand
>  _ARSlist: "Where the Answers Are" and have been for 20 years_
> >>>
> >>>
> >>> _ARSlist: "Where the Answers Are" and have been for 20 years_
> >>>
> >>
> >>
> >>
> >> --
> >> S.J.Deshpande
> >> _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"
> >
>
>
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Re: Remedy Date/Time display issue -- RESOLVED

[patchsk]

For the benefit of the arslist, here are the resolution details.
BMC Support has identified this as a defect: SW00441970: Date/Time fields 
show "0" date for certain dates/times in some timezones.
And provided  a hotfix  for 7.6.04, 8.0,8.1 versions.
I tested in our dev env which is 8.0 and seems like the issue is resolved.
Kudos to BMC support. 


On Monday, May 6, 2013 10:09:19 AM UTC-7, patchsk wrote:
>
> I have a ticket with BMC but thought checking with the arslist as well.
> Has any one seen this kind of Date/Time display issue before?
> We are on ARS 8.0 with midtier 8.0. Seems like the issue is not browser 
> dependent.
> We are seeing this consistently for users in a different timezone from the 
> ARSServer Timezone.
> Our ARS is in PST and users complaining are from CST and EST.
> Also seems like this is happening only to the last day and last min of 
> every month.
> For Ex: 
> 5/31/2013 10:00PM  will display as 6/0/2013 10:00PM
> 6/30/2013 10:00PM will display as 7/0/2013 10:00PM
>
> Where as 5/31/2013 9:59PM will display as normal.
> This is even before we save the record, just when we select the data/time 
> on the screen.
>
>
>
>
> 
>
>

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Re: Migrating Filters with Web Service actions from test server to production

[Steve Kallestad]

You know...   A few days ago I released a utility for anonymizing log files
before sending them to a third party.

One of the configuration parameters are text replacements.  It will read a
text file line by line and for each term specified in a CSV it will perform
the specified replacement.  It will operate on a single file or on all
files in a directory.

You could use that utility to update the usernames and passwords when
migrating them between environments.  You'd have to use XML format because
the way the utility works it doesn't do matching across multiple lines.

http://cdn.tabtonic.com/downloads/ttanon-1.1.zip

There's a GUI executable that will make it easy to pick all the right
settings and a command line executable that can be ran automatically as
part of your migration process.

If you need a linux version I can do that, I just haven't gotten around to
building it out yet.


On Thu, Jun 13, 2013 at 8:49 AM, Campbell, Paul (Paul)  wrote:

> **
>
> This is going to be a bit wordy, so hang with me
>
> ** **
>
> My custom Remedy environment integrates with an Oracle Fusion Middle Ware
> server to perform Web Service operations for a third Party app (Siebel) and
> the filters we build have the user, password, and end points imbedded in
> the filter actions, so that when me move the filters from our test
> environment to production, we have to edit the end points and passwords
> (the usernames are the same, but the passwords are different between test
> and production.).  The way me make this change now is either edit the def
> file in XML format (a remedy def would be way too hard because of line
> breaks) and manually change the endpoint (we can look this up from a
> control record now) and change the encrypted password, or we make two
> copies of the filter, one with Test values and one with production values
> and use $SERVER$ LIKE “q%” for test or $SERVER$ LIKE “p%” for prod.  We
> have 50 or more filters with Web Service actions, so this gets unruly
> really quick.  The authentication for the Oracle FMW is basic endpoint
> authentication using the user and password you used to load the WSDL from
> the FMW URL (using the login button on the web service action), no WSS
> authentication, etc.
>
> ** **
>
> My question is, does anyone know of an easier way to make these changes
> other than opening up the XML formatted Def in a text editor or duplicate
> filters?  I’ve tried awk and regex statements, but it just seems a little
> too hokey for me.  I’m even ok with writing a java app that reads the def
> file, modifying the data and re-writing the def, granted I’m looking for a
> little easier way than that.  
>
> ** **
>
> My ultimate goal would be to use the Object Modification Log to produce my
> defs for source control and make my migration packages from there, but the
> object Modification log only stores remedy defs, not XML. 
>
> ** **
>
> Paul Campbell  *|* Development Team Lead  *|*  TS&D SSBL, A2R WFE, and
> ESP Remedy Team *|  *Avaya Client Services  *|** * 
>
> *|*  1145 Sanctuary Parkway Lake View II  Suite 110 Alpharetta, GA
> 30009  *|* 678-421-5342
>
> ** **
>  _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Migrating Filters with Web Service actions from test server to production

[Jean-Louis Halleux]

Paul,

If the passwords of test and prod can be the same, you might be interested in 
our approach:
- on remedy prod server, create an alias to production web service in the 
/etc/hosts file
- on remedy test server, create the same alias to test web service in the 
/etc/hosts file
In filters, use the alias as endpoints, so you can just migrate the filters 
from test to prod.

Best regards,
Jean-Louis Halleux
ARSmarts s.a.

On 13 Jun 2013, at 17:57, "Longwing, Lj"  wrote:

> **
> Paul,
> when faced with the EXACT same scenario a few jobs ago, we opted for a 
> 'copies' approach, but instead of $SERVER$, we did a lookup on a form for 
> which environment THIS server should be running against 'this run', then the 
> filter fired for that environment (allowed for dynamic pointing of dev to qa, 
> qa to prod, etc, usefull for reproducing prod issues in dev and such)...but 
> it was the most effective manner we found.
> 
> I'm told (but haven't tested) that the Atrium Web Services Registry allows 
> for this type of dynamic changing of things...but if you are completely 
> custom, with no ITSM in house...then you don't have that infrastructure.
> 
> For what it's worth, to make our copies we exported to XML Def, made the 
> changes to the filter name/other properties, imported new copy, using same 
> def, made additional changes for additional environment, import, repeat as 
> necessary.
> 
> in our environment we had 10 servers that needed copies, and about 30ish 
> places we called web services...so yes...that's allot of workflow, but in the 
> end it was the most flexible solution that worked extremely well for us.
> 
> 
> On Thu, Jun 13, 2013 at 9:49 AM, Campbell, Paul (Paul)  wrote:
> **
> This is going to be a bit wordy, so hang with me
> 
>  
> 
> My custom Remedy environment integrates with an Oracle Fusion Middle Ware 
> server to perform Web Service operations for a third Party app (Siebel) and 
> the filters we build have the user, password, and end points imbedded in the 
> filter actions, so that when me move the filters from our test environment to 
> production, we have to edit the end points and passwords (the usernames are 
> the same, but the passwords are different between test and production.).  The 
> way me make this change now is either edit the def file in XML format (a 
> remedy def would be way too hard because of line breaks) and manually change 
> the endpoint (we can look this up from a control record now) and change the 
> encrypted password, or we make two copies of the filter, one with Test values 
> and one with production values and use $SERVER$ LIKE “q%” for test or 
> $SERVER$ LIKE “p%” for prod.  We have 50 or more filters with Web Service 
> actions, so this gets unruly really quick.  The authentication for the Oracle 
> FMW is basic endpoint authentication using the user and password you used to 
> load the WSDL from the FMW URL (using the login button on the web service 
> action), no WSS authentication, etc.
> 
>  
> 
> My question is, does anyone know of an easier way to make these changes other 
> than opening up the XML formatted Def in a text editor or duplicate filters?  
> I’ve tried awk and regex statements, but it just seems a little too hokey for 
> me.  I’m even ok with writing a java app that reads the def file, modifying 
> the data and re-writing the def, granted I’m looking for a little easier way 
> than that. 
> 
>  
> 
> My ultimate goal would be to use the Object Modification Log to produce my 
> defs for source control and make my migration packages from there, but the 
> object Modification log only stores remedy defs, not XML.
> 
>  
> 
> Paul Campbell  | Development Team Lead  |  TS&D SSBL, A2R WFE, and ESP Remedy 
> Team |  Avaya Client Services  |  
> 
> |  1145 Sanctuary Parkway Lake View II  Suite 110 Alpharetta, GA  30009  | 
> 678-421-5342
> 
>  
> 
> _ARSlist: "Where the Answers Are" and have been for 20 years_
> 
> _ARSlist: "Where the Answers Are" and have been for 20 years_


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Re: Create Date later than $TIMESTAMP$ from filters

[Brittain, Mark]

I seem to recall I had a similar problem a while back and the solution I came 
up with was to use business time based on the create date. Might work for you.

$PROCESS$ Application-Bus-Time-Add "$Create Date$"  0  0  "Business Time 
Holidays"  "Business Time Workdays"

Mark

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Westbrock
Sent: Thursday, June 13, 2013 2:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: Create Date later than $TIMESTAMP$ from filters

Good point, I realized after I sent my reply that the previous problem was 
using active links and not filters. I will have to check out the total filter 
count for that form since I hadn't looked at that yet.

-Rick

___
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QMX Support Services

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Thursday, June 13, 2013 9:51 AM
To: arslist@ARSLIST.ORG
Subject: Re: Create Date later than $TIMESTAMP$ from filters

As you are working with Filters the time zone will not be an issue (as you are 
processing the keyword on the server in both cases)

I only noticed it when I had a form with a lot of Filters that took a while to 
process

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Westbrock
Sent: Thursday, June 13, 2013 11:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: Create Date later than $TIMESTAMP$ from filters

**
Interesting! I will have to give that a try. The problem doesn't happen to all 
first-call resolution tickets but I don't know what percentage of them have 
this problem so it might take a while to replicate in the test environment. I 
am not sure if that would cause problems if the user is in a different time 
zone than the server; the only reason I mention that is we had resolved a 
totally unrelated issue by switching keywords like that due to the time zone 
difference.

-Rick

___
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QMX Support Services

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Wednesday, June 12, 2013 20:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: Create Date later than $TIMESTAMP$ from filters

**
One thing I have seen is $TIMESTAMP$ is only set at the beginning of the filter 
cycle.  If you want the real time inside a filter you need to use 
$SERVERTIMESTAMP$

Fred


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Westbrock
Sent: Wednesday, June 12, 2013 3:57 PM
To: arslist@ARSLIST.ORG
Subject: Create Date later than $TIMESTAMP$ from filters

**
In light of the other thread about Create Date vice Modified Date I ran into 
something along similar lines today an wondered if anyone else has seen 
something similar. We have a set of filters that put $TIMESTAMP$ into date/time 
fields, one per status value (i.e. if there are five different status values 
there will be five date/time fields). The qualifications on the filters are 
such that if the status changes to that value (i.e. if ticket changes to status 
value 2 then the Status 2 Date/Time field is used) and sets $TIMESTAMP$ into 
the corresponding date/time field.

The strange behavior that I am seeing is that these status date/time values are 
all exactly one second older than the value in the core Create Date field. My 
assumption is that $TIMESTAMP$ is evaluated during the filter processing but 
the Create Date field is not populated by the server until probably the very 
instant before the record is actually committed to the database; if filter 
processing takes too long then the clock might tick over into the next second.

Has anyone else run into this dilemma? It is only a problem for me because in 
reporting any tickets that have say the Work In Progress date/time less than 
the Create Date field  then it is out of compliance and we have to massage the 
data for multiple tickets after the fact. In a recent check I found that there 
were 796 records where the status date/time fields were less than the Create 
Date but only four of them were more than one second older (obviously due to 
unrelated issues).

The obvious quick & dirty fix for this (which may not be optimal) is to modify 
the filters to set the status date/time fields to $TIMESTAMP$ + 1 so that they 
either match the Create Date or might possibly be one second later but I wanted 
to investigate the root cause before touching any existing code.


-Rick
ARS 7.6.04 SP2/Windows/MS-SQL

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QMX Support Services


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Imp

Re: Finding Pool Number from escalation def file!

[swanand deshpande]

Thanks Misi - Appreciate your help!
For now i am good as I needed to find information for few escalations which
I was able to find with ObjProp and finding the pool info form Dev studio.

Thanks,
Swanand


On Thu, Jun 13, 2013 at 4:54 AM, Misi Mladoniczky  wrote:

> Hi,
>
> Why not turn on the pool-number in the escalation list in dev-studio?
> Window > Preferences > BMC Remedy Developer Studio -> Object List View ->
> Escalations -> Pool Number?
>
> The def-file sometimes has a line break in the object-prop which might
> potentially make you miss some pool numbers.
>
> I have code that does various reports from def files that handles that.
>
> Let me know if you are interested, and I can throw together a small utility
> that performs a report on escalation pool numbers based on def-files.
>
> Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)
>
> Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11/12):
> * RRR|License - Not enough Remedy licenses? Save money by optimizing.
> * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
> Find these products, and many free tools and utilities, at http://rrr.se.
>
> > it is probably stored in the DB in the same manner...you would need to
> > search in the objprop (I think that's the column) for the property 60024,
> > then parse the string apart to find the value...not likely all that easy
> to
> > get to :)
> >
> >
> > On Tue, Jun 11, 2013 at 10:05 AM, swanand deshpande <
> > swanand.deshpa...@gmail.com> wrote:
> >
> >> **
> >> Thanks Much!
> >>
> >> Is there a query that can be run in TOAD to find out the information on
> >> escalation and escalation pool number running on a particular  pool
> number?
> >>
> >>
> >> On Tue, Jun 11, 2013 at 10:57 AM, Longwing, Lj 
> wrote:
> >>
> >>> **
> >>> Swanand,
> >>> Apparently it's stored in object properties for the object
> >>>
> >>>object-prop: 6\60006\4\0\\60008\40\0\60009\4\0\\60010\4\0\\*
> >>> 60024\2\5*\90002\4\26\Remedy Foundation Elements\
> >>>object-prop: 2\*60024\2\8*\90002\4\22\Remedy Asset Inventory\
> >>>
> >>> What you see there is that the first example is in pool 5, and the
> second
> >>> is 8...so if you look for property 60024, the second value past the
> >>> property value will be the pool number
> >>>
> >>> If the escalation doesn't have a pool number, you don't have that
> >>> property defined.
> >>>
> >>>
> >>> On Tue, Jun 11, 2013 at 9:46 AM, swanand deshpande <
> >>> swanand.deshpa...@gmail.com> wrote:
> >>>
>  **
>  Good Morning :-)
> 
>  Hope all is well!
> 
>  How to find out the Pool Number information for escalation from the
>  escalation def file?
> 
>  Thx,
>  Swanand
>  _ARSlist: "Where the Answers Are" and have been for 20 years_
> >>>
> >>>
> >>> _ARSlist: "Where the Answers Are" and have been for 20 years_
> >>>
> >>
> >>
> >>
> >> --
> >> S.J.Deshpande
> >> _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"
> >
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> "Where the Answers Are, and have been for 20 years"
>



-- 
S.J.Deshpande

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Re: Create Date later than $TIMESTAMP$ from filters

[Rick Westbrock]

Good point, I realized after I sent my reply that the previous problem was 
using active links and not filters. I will have to check out the total filter 
count for that form since I hadn't looked at that yet.

-Rick

___
Rick Westbrock
QMX Support Services

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Thursday, June 13, 2013 9:51 AM
To: arslist@ARSLIST.ORG
Subject: Re: Create Date later than $TIMESTAMP$ from filters

As you are working with Filters the time zone will not be an issue (as you are 
processing the keyword on the server in both cases)

I only noticed it when I had a form with a lot of Filters that took a while to 
process

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Westbrock
Sent: Thursday, June 13, 2013 11:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: Create Date later than $TIMESTAMP$ from filters

**
Interesting! I will have to give that a try. The problem doesn't happen to all 
first-call resolution tickets but I don't know what percentage of them have 
this problem so it might take a while to replicate in the test environment. I 
am not sure if that would cause problems if the user is in a different time 
zone than the server; the only reason I mention that is we had resolved a 
totally unrelated issue by switching keywords like that due to the time zone 
difference.

-Rick

___
Rick Westbrock
QMX Support Services

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Wednesday, June 12, 2013 20:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: Create Date later than $TIMESTAMP$ from filters

**
One thing I have seen is $TIMESTAMP$ is only set at the beginning of the filter 
cycle.  If you want the real time inside a filter you need to use 
$SERVERTIMESTAMP$

Fred


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Westbrock
Sent: Wednesday, June 12, 2013 3:57 PM
To: arslist@ARSLIST.ORG
Subject: Create Date later than $TIMESTAMP$ from filters

**
In light of the other thread about Create Date vice Modified Date I ran into 
something along similar lines today an wondered if anyone else has seen 
something similar. We have a set of filters that put $TIMESTAMP$ into date/time 
fields, one per status value (i.e. if there are five different status values 
there will be five date/time fields). The qualifications on the filters are 
such that if the status changes to that value (i.e. if ticket changes to status 
value 2 then the Status 2 Date/Time field is used) and sets $TIMESTAMP$ into 
the corresponding date/time field.

The strange behavior that I am seeing is that these status date/time values are 
all exactly one second older than the value in the core Create Date field. My 
assumption is that $TIMESTAMP$ is evaluated during the filter processing but 
the Create Date field is not populated by the server until probably the very 
instant before the record is actually committed to the database; if filter 
processing takes too long then the clock might tick over into the next second.

Has anyone else run into this dilemma? It is only a problem for me because in 
reporting any tickets that have say the Work In Progress date/time less than 
the Create Date field  then it is out of compliance and we have to massage the 
data for multiple tickets after the fact. In a recent check I found that there 
were 796 records where the status date/time fields were less than the Create 
Date but only four of them were more than one second older (obviously due to 
unrelated issues).

The obvious quick & dirty fix for this (which may not be optimal) is to modify 
the filters to set the status date/time fields to $TIMESTAMP$ + 1 so that they 
either match the Create Date or might possibly be one second later but I wanted 
to investigate the root cause before touching any existing code.


-Rick
ARS 7.6.04 SP2/Windows/MS-SQL

___
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QMX Support Services


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Re: Create Date later than $TIMESTAMP$ from filters

[Grooms, Frederick W]

As you are working with Filters the time zone will not be an issue (as you are 
processing the keyword on the server in both cases)

I only noticed it when I had a form with a lot of Filters that took a while to 
process

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Westbrock
Sent: Thursday, June 13, 2013 11:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: Create Date later than $TIMESTAMP$ from filters

** 
Interesting! I will have to give that a try. The problem doesn't happen to all 
first-call resolution tickets but I don't know what percentage of them have 
this problem so it might take a while to replicate in the test environment. I 
am not sure if that would cause problems if the user is in a different time 
zone than the server; the only reason I mention that is we had resolved a 
totally unrelated issue by switching keywords like that due to the time zone 
difference.
 
-Rick
 
___
Rick Westbrock
QMX Support Services

-Original Message- 
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Wednesday, June 12, 2013 20:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: Create Date later than $TIMESTAMP$ from filters
 
** 
One thing I have seen is $TIMESTAMP$ is only set at the beginning of the filter 
cycle.  If you want the real time inside a filter you need to use 
$SERVERTIMESTAMP$
 
Fred
 
 
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Westbrock
Sent: Wednesday, June 12, 2013 3:57 PM
To: arslist@ARSLIST.ORG
Subject: Create Date later than $TIMESTAMP$ from filters
 
** 
In light of the other thread about Create Date vice Modified Date I ran into 
something along similar lines today an wondered if anyone else has seen 
something similar. We have a set of filters that put $TIMESTAMP$ into date/time 
fields, one per status value (i.e. if there are five different status values 
there will be five date/time fields). The qualifications on the filters are 
such that if the status changes to that value (i.e. if ticket changes to status 
value 2 then the Status 2 Date/Time field is used) and sets $TIMESTAMP$ into 
the corresponding date/time field.
 
The strange behavior that I am seeing is that these status date/time values are 
all exactly one second older than the value in the core Create Date field. My 
assumption is that $TIMESTAMP$ is evaluated during the filter processing but 
the Create Date field is not populated by the server until probably the very 
instant before the record is actually committed to the database; if filter 
processing takes too long then the clock might tick over into the next second.
 
Has anyone else run into this dilemma? It is only a problem for me because in 
reporting any tickets that have say the Work In Progress date/time less than 
the Create Date field  then it is out of compliance and we have to massage the 
data for multiple tickets after the fact. In a recent check I found that there 
were 796 records where the status date/time fields were less than the Create 
Date but only four of them were more than one second older (obviously due to 
unrelated issues).
 
The obvious quick & dirty fix for this (which may not be optimal) is to modify 
the filters to set the status date/time fields to $TIMESTAMP$ + 1 so that they 
either match the Create Date or might possibly be one second later but I wanted 
to investigate the root cause before touching any existing code.
 
 
-Rick
ARS 7.6.04 SP2/Windows/MS-SQL
 
___
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QMX Support Services
 

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Re: Create Date later than $TIMESTAMP$ from filters

[Rick Westbrock]

Interesting! I will have to give that a try. The problem doesn't happen to all 
first-call resolution tickets but I don't know what percentage of them have 
this problem so it might take a while to replicate in the test environment. I 
am not sure if that would cause problems if the user is in a different time 
zone than the server; the only reason I mention that is we had resolved a 
totally unrelated issue by switching keywords like that due to the time zone 
difference.

-Rick

___
Rick Westbrock
QMX Support Services

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Wednesday, June 12, 2013 20:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: Create Date later than $TIMESTAMP$ from filters

**
One thing I have seen is $TIMESTAMP$ is only set at the beginning of the filter 
cycle.  If you want the real time inside a filter you need to use 
$SERVERTIMESTAMP$

Fred


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Westbrock
Sent: Wednesday, June 12, 2013 3:57 PM
To: arslist@ARSLIST.ORG
Subject: Create Date later than $TIMESTAMP$ from filters

**
In light of the other thread about Create Date vice Modified Date I ran into 
something along similar lines today an wondered if anyone else has seen 
something similar. We have a set of filters that put $TIMESTAMP$ into date/time 
fields, one per status value (i.e. if there are five different status values 
there will be five date/time fields). The qualifications on the filters are 
such that if the status changes to that value (i.e. if ticket changes to status 
value 2 then the Status 2 Date/Time field is used) and sets $TIMESTAMP$ into 
the corresponding date/time field.

The strange behavior that I am seeing is that these status date/time values are 
all exactly one second older than the value in the core Create Date field. My 
assumption is that $TIMESTAMP$ is evaluated during the filter processing but 
the Create Date field is not populated by the server until probably the very 
instant before the record is actually committed to the database; if filter 
processing takes too long then the clock might tick over into the next second.

Has anyone else run into this dilemma? It is only a problem for me because in 
reporting any tickets that have say the Work In Progress date/time less than 
the Create Date field  then it is out of compliance and we have to massage the 
data for multiple tickets after the fact. In a recent check I found that there 
were 796 records where the status date/time fields were less than the Create 
Date but only four of them were more than one second older (obviously due to 
unrelated issues).

The obvious quick & dirty fix for this (which may not be optimal) is to modify 
the filters to set the status date/time fields to $TIMESTAMP$ + 1 so that they 
either match the Create Date or might possibly be one second later but I wanted 
to investigate the root cause before touching any existing code.


-Rick
ARS 7.6.04 SP2/Windows/MS-SQL

___
Rick Westbrock
QMX Support Services


  
Important: This email is intended for the above named only and may be 
confidential, proprietary, and/or legally privileged. If this email has come to 
you in error, you must take no action on it, nor may you copy or show it to 
anyone. Please contact the sender and delete the material from any computer.
_ARSlist: "Where the Answers Are" and have been for 20 years_
_ARSlist: "Where the Answers Are" and have been for 20 years_

Important: This email is intended for the above named only and may be 
confidential, proprietary, and/or legally privileged. If this email has come to 
you in error, you must take no action on it, nor may you copy or show it to 
anyone. Please contact the sender and delete the material from any computer.

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Re: Migrating Filters with Web Service actions from test server to production

[Longwing, Lj]

Paul,
when faced with the EXACT same scenario a few jobs ago, we opted for a
'copies' approach, but instead of $SERVER$, we did a lookup on a form for
which environment THIS server should be running against 'this run', then
the filter fired for that environment (allowed for dynamic pointing of dev
to qa, qa to prod, etc, usefull for reproducing prod issues in dev and
such)...but it was the most effective manner we found.

I'm told (but haven't tested) that the Atrium Web Services Registry allows
for this type of dynamic changing of things...but if you are completely
custom, with no ITSM in house...then you don't have that infrastructure.

For what it's worth, to make our copies we exported to XML Def, made the
changes to the filter name/other properties, imported new copy, using same
def, made additional changes for additional environment, import, repeat as
necessary.

in our environment we had 10 servers that needed copies, and about 30ish
places we called web services...so yes...that's allot of workflow, but in
the end it was the most flexible solution that worked extremely well for us.


On Thu, Jun 13, 2013 at 9:49 AM, Campbell, Paul (Paul)  wrote:

> **
>
> This is going to be a bit wordy, so hang with me
>
> ** **
>
> My custom Remedy environment integrates with an Oracle Fusion Middle Ware
> server to perform Web Service operations for a third Party app (Siebel) and
> the filters we build have the user, password, and end points imbedded in
> the filter actions, so that when me move the filters from our test
> environment to production, we have to edit the end points and passwords
> (the usernames are the same, but the passwords are different between test
> and production.).  The way me make this change now is either edit the def
> file in XML format (a remedy def would be way too hard because of line
> breaks) and manually change the endpoint (we can look this up from a
> control record now) and change the encrypted password, or we make two
> copies of the filter, one with Test values and one with production values
> and use $SERVER$ LIKE “q%” for test or $SERVER$ LIKE “p%” for prod.  We
> have 50 or more filters with Web Service actions, so this gets unruly
> really quick.  The authentication for the Oracle FMW is basic endpoint
> authentication using the user and password you used to load the WSDL from
> the FMW URL (using the login button on the web service action), no WSS
> authentication, etc.
>
> ** **
>
> My question is, does anyone know of an easier way to make these changes
> other than opening up the XML formatted Def in a text editor or duplicate
> filters?  I’ve tried awk and regex statements, but it just seems a little
> too hokey for me.  I’m even ok with writing a java app that reads the def
> file, modifying the data and re-writing the def, granted I’m looking for a
> little easier way than that.  
>
> ** **
>
> My ultimate goal would be to use the Object Modification Log to produce my
> defs for source control and make my migration packages from there, but the
> object Modification log only stores remedy defs, not XML. 
>
> ** **
>
> Paul Campbell  *|* Development Team Lead  *|*  TS&D SSBL, A2R WFE, and
> ESP Remedy Team *|  *Avaya Client Services  *|** * 
>
> *|*  1145 Sanctuary Parkway Lake View II  Suite 110 Alpharetta, GA
> 30009  *|* 678-421-5342
>
> ** **
>  _ARSlist: "Where the Answers Are" and have been for 20 years_

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Migrating Filters with Web Service actions from test server to production

[Campbell, Paul (Paul)]

This is going to be a bit wordy, so hang with me

My custom Remedy environment integrates with an Oracle Fusion Middle Ware 
server to perform Web Service operations for a third Party app (Siebel) and the 
filters we build have the user, password, and end points imbedded in the filter 
actions, so that when me move the filters from our test environment to 
production, we have to edit the end points and passwords (the usernames are the 
same, but the passwords are different between test and production.).  The way 
me make this change now is either edit the def file in XML format (a remedy def 
would be way too hard because of line breaks) and manually change the endpoint 
(we can look this up from a control record now) and change the encrypted 
password, or we make two copies of the filter, one with Test values and one 
with production values and use $SERVER$ LIKE "q%" for test or $SERVER$ LIKE 
"p%" for prod.  We have 50 or more filters with Web Service actions, so this 
gets unruly really quick.  The authentication for the Oracle FMW is basic 
endpoint authentication using the user and password you used to load the WSDL 
from the FMW URL (using the login button on the web service action), no WSS 
authentication, etc.

My question is, does anyone know of an easier way to make these changes other 
than opening up the XML formatted Def in a text editor or duplicate filters?  
I've tried awk and regex statements, but it just seems a little too hokey for 
me.  I'm even ok with writing a java app that reads the def file, modifying the 
data and re-writing the def, granted I'm looking for a little easier way than 
that.

My ultimate goal would be to use the Object Modification Log to produce my defs 
for source control and make my migration packages from there, but the object 
Modification log only stores remedy defs, not XML.

Paul Campbell  | Development Team Lead  |  TS&D SSBL, A2R WFE, and ESP Remedy 
Team |  Avaya Client Services  |
|  1145 Sanctuary Parkway Lake View II  Suite 110 Alpharetta, GA  30009  | 
678-421-5342


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Re: Adding status reason column to overview console

[Cecil, Ken]

Here are my notes from when we added SLM Status of Incidents to the Overview 
Console.



o   On SHR:ARDBC_OverviewConsoleTemplate add a new field with the same 
properties as the SLM Status field on the HPD:Help Desk Form. "zhub_SLM Status" 
(Public permissions)


o   On SHR:ARDBC_OverviewConsole add a new field with the same properties as 
the SLM Status field on the HPD:Help Desk Form and the same ID as the 
SHR:ARDBC_OverviewConsoleTemplate field added above. "zhub_SLM Status" (Public 
permissions)


o   On SHR:Overview Console create a new column for the new field created above 
"zhub_col_SLM Status" (Public permissions)


o   Create an entry on the SHR:ARDBCfields form to map the Field ID of the SLM 
Status field on the HPD:Help Desk form to the field ID of the new zhub_SLM 
Status on the vendor form. Set the FormGUID of the entry to "MAINHELPDESK".



o   Kill arpluggin for it to restart.

Maybe you can compare what you did to that.
Ken.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Steve Kallestad
Sent: Wednesday, June 12, 2013 11:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: Adding status reason column to overview console

**
I just took a peek at a 7.6.4 environment and it's already mapped there as well.

Look for multiple records in SHR:ARDBCFields where MAINHELPDESK/100150 is 
mapped and slim it down to the one provided out of the box.

Then try adding in the field "ConsolidatedStatusReason" into your table and see 
if it's not populated for you already.  If it's still not populating a server 
restart couldn't hurt and you definitely need to flush the MT cache.  In the 
thick client clearing the arf/arv files is always good too.

Sounds to me like you've done everything right except maybe running into an 
already-mapped field.


On Wed, Jun 12, 2013 at 7:48 PM, Robert Gajic 
mailto:robert.ga...@lmal.com.au>> wrote:
**
Yeah I have taken a sql log and it is being queried (and no errors)

T2067.C1,C10,C7,C100164,C179,C23009,C301626500,C100217,C100218,C100163,C3,C100161,C100150
 FROM T2067 WHERE (((T2067.C23009 = 'MAINCHANGE') AND ((T2067.C100427 = 
'SGP0391') OR (T2067.C100427 = 'SGP0017') OR 
(T2067.C100427 = 'SGP0993') OR (T2067.C100427 = 
'SGP0029') OR (T2067.C100427 = 'SGP0186') OR 
(T2067.C100427 = 'SGP0026') OR (T2067.C100427 = 
'SGP0025')) AND (T2067.C11 = 'Australian Taxation Office') AND 
((T2067.C7 = 1) OR (T2067.C7 = 2) OR (T2067.C7 = 3) OR (T2067.C7 = 4) OR 
(T2067.C7 = 5) OR (T2067.C7 = 6) OR (T2067.C7 = 7) OR (T2067.C7 = 8) OR 
(T2067.C7 = 9))) OR ((T2067.C23009 = 'MAINHELPDESK') AND 
((T2067.C100079 = 'SGP0391') OR (T2067.C100079 = 
'SGP0017') OR (T2067.C100079 = 'SGP0993') OR 
(T2067.C100079 = 'SGP0029') OR (T2067.C100079 = 
'SGP0186') OR (T2067.C100079 = 'SGP0026') OR 
(T2067.C100079 = 'SGP0025')) AND (T2067.C11 = 


From: Robert Gajic
Sent: Thursday, 13 June 2013 10:37 AM
To: 'arslist@ARSLIST.ORG'
Subject: Adding status reason column to overview console

Hi Guys,

I have read articles in developer communities etc on how to do this but am 
still having trouble. This will be long winded but hopefully I can get some 
help on how to add status reason to overview console (incident to start with).
We are running with 7.6.03 (no patch) sql database on windows.



1.   Ensure that status reason exists on template form ( I went with Help 
Desk Status_Reason with field ID of 100150



2.   Add if not there, a record on the ARDBC Fields form for the mapping



3.   Added column for status reason (I added both consolidated status 
reason and status reason as I was experimenting with both and made sure 
permissions were given

4.   Killed plugin and eventually restarted arservice but nothing turns up 
under status reason.
Any thoughts would be very much appreciated!



Robert Gajic
ESMC Remedy Developer
Lockheed Martin Australia
Level 2, 53 Wentworth Avenue   Kingston ACT 2604 Australia
P.O. Box 6003   Kingston ACT 2604 Australia
E-mail: robert.ga...@lmal.com.au



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

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This email and any files transmitted with it are con

Re: Are Any Materials Shipped for WWRUG?

[richard....@bwc.state.oh.us]

That's spearphishingalmost everyone is "expecting" a package.Once you open 
it, you're
toast. It preys on peoples curiousity. It generally comes from UPS/UPS/FEDEX, 
etc.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR INFORMATION 
OPERATIONS
Sent: Thursday, June 13, 2013 9:35 AM
To: arslist@ARSLIST.ORG
Subject: Re: Are Any Materials Shipped for WWRUG?

I'm not aware of any.  I've attended 2 times and will attend this year and 
haven't received anything...

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K
Sent: Wednesday, June 12, 2013 4:41 PM
To: arslist@ARSLIST.ORG
Subject: OT: Are Any Materials Shipped for WWRUG?

**

All:



I was approved to attend this year's WWRUG for the first time ever, and I'm 
even planning to present!  I submitted my registration at the end of May, just 
before the rates went up the first time.



I just received this "Package Undeliverable" email notification that kinda 
looks like spam about a package that allegedly couldn't be delivered to me.  I 
don't recognize the company (freightinternationalservices.com), and the wording 
is really vague the way spam tends to be.  But the message is professionally 
formatted HTML, and the only thing that occurs to me that points to possible 
legitimacy would be if the folks from WWRUG normally send some kind of 
materials to conference attendees and/or conference presenters.  I know that 
one of the addresses associated with WWRUG is in Canada, so I'm wondering if 
maybe they used a Canadian shipping company that we don't have here in 
Albuquerque.  I tried Googling freightinternationalservices.com but couldn't 
find it.



There's a Get and Print Receipt button that I'm not about to click unless I can 
determine that the message is legitimate. (Brain in gear before mouse in 
motion, and all that.  ;] )  The button points to a site called oops.nagts.org, 
and I couldn't find that site or www.nagts.org, either, so at this point I very 
strongly suspect this message to be a phishing attempt.



If anyone could let me know whether packages get shipped to WWRUG attendees 
and/or presenters, I'd be grateful for the info.



Thanks,



Natalie Stroud

SAIC @ Sandia National Laboratories

ARS-ITSM Reporting Specialist

Albuquerque, NM USA

nkst...@sandia.gov

ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008





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Re: Are Any Materials Shipped for WWRUG?

[Kemes, Lisa A DLA CTR INFORMATION OPERATIONS]

I'm not aware of any.  I've attended 2 times and will attend this year
and haven't received anything...

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K
Sent: Wednesday, June 12, 2013 4:41 PM
To: arslist@ARSLIST.ORG
Subject: OT: Are Any Materials Shipped for WWRUG?

** 

All:

 

I was approved to attend this year's WWRUG for the first time ever, and
I'm even planning to present!  I submitted my registration at the end of
May, just before the rates went up the first time.

 

I just received this "Package Undeliverable" email notification that
kinda looks like spam about a package that allegedly couldn't be
delivered to me.  I don't recognize the company
(freightinternationalservices.com), and the wording is really vague the
way spam tends to be.  But the message is professionally formatted HTML,
and the only thing that occurs to me that points to possible legitimacy
would be if the folks from WWRUG normally send some kind of materials to
conference attendees and/or conference presenters.  I know that one of
the addresses associated with WWRUG is in Canada, so I'm wondering if
maybe they used a Canadian shipping company that we don't have here in
Albuquerque.  I tried Googling freightinternationalservices.com but
couldn't find it.

 

There's a Get and Print Receipt button that I'm not about to click
unless I can determine that the message is legitimate. (Brain in gear
before mouse in motion, and all that.  ;] )  The button points to a site
called oops.nagts.org, and I couldn't find that site or www.nagts.org,
either, so at this point I very strongly suspect this message to be a
phishing attempt.  

 

If anyone could let me know whether packages get shipped to WWRUG
attendees and/or presenters, I'd be grateful for the info.

 

Thanks,

 

Natalie Stroud

SAIC @ Sandia National Laboratories

ARS-ITSM Reporting Specialist

Albuquerque, NM USA

nkst...@sandia.gov

ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008

 

 

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

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Re: Question related to placeholder forms

[Downing, Ryan]

Hi Sagar,

You said you "tried" deleting the blank placeholder. Did it delete? Or did you 
get the error when you tried to delete?

Perform the following SQL query:

select name,schemaId from arschema

You should not have any entries in the arschema form with a NULL name value. If 
you do have any entries with a NULL value try the following:


1.   BACKUP your database

2.   Delete the entry or entries in arschema where the name is NULL

3.   Now try and create/modify/delete on any other form

Hopefully this will allow you to save/modify other forms.

I hope this helps,

Regards,
Ryan.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sagar Valse
Sent: Thursday, June 13, 2013 5:24 AM
To: arslist@ARSLIST.ORG
Subject: Fwd: Question related to placeholder forms

**

 Hi Ryan\David,

I am facing similar issue and i tried deleting the blank placeholder as well.
But still i was getting same error.
Did you got any solution for issue.
Thanks and Regards,
Sagar Valse


**
Hi David,

Can you delete the "placeholder" form? It appears this particular placeholder 
form is corrupt. As you stated...even placeholder forms require a name.

Do you know what imported workflow would have created the placeholder form?

As an FYI:

Importing shared workflow not owned by the application
When you import an application definition file that contains shared workflow 
not owned by the application, AR System can create a non-functional placeholder 
form
for each external form associated with the shared workflow. This allows 
developers to modify the shared workflow owned by another application without 
installing the integrated application on the development server. It also 
ensures that the complete list of associated forms is preserved with any shared 
workflow.
Placeholder forms are created during application import in these cases:

* The import definition contains shared workflow from another 
application that
includes a Push Fields or Set Fields action. In this case, a placeholder is 
created for the external form used by the Push Fields or Set Fields action.

* The server configuration file (ar.cfg or ar.conf) contains the option 
Create-Workflow-Placeholders: T. In this case, a placeholder form is created 
for any external form associated with the shared workflow, regardless of the 
workflow action type.
A placeholder form has no fields and can only be deleted. If the actual 
definition of a placeholder form is imported, it replaces the existing 
placeholder. In the Forms object list in BMC Remedy Developer Studio, 
placeholder forms are identified as form type "None". When importing an 
application definition that contains shared workflow not owned by the 
application, the workflow object is created if it does not already exist. If 
the workflow object already exists, only the list of associated forms is 
updated. If the application that owns the shared workflow object is later 
imported, the workflow is replaced.

If the placeholder form can be deleted then I am hoping at that point you can 
create/save other forms.

Regards,
Ryan.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, 
Lj
Sent: Tuesday, April 16, 2013 2:00 PM

To: arslist@ARSLIST.ORG
Subject: Re: Question related to placeholder forms

**
Ok, in that scenario, I can guarantee you that another form isn't at play.  To 
be able to help we will need the actual message that you are receiving, 
including error number, and if you could also turn on SQL Logging on the server 
before you do the save, and include the relevant portions of the log with the 
reply, that would also help.

On Tue, Apr 16, 2013 at 11:43 AM, Drake, David 
mailto:david.dr...@kbslp.com>> wrote:
**
Dev Studio

David Drake
Application Systems Analyst
ITSM Application Support
Koch Business Solutions, LP
email: david.dr...@kbslp.com | office: 
316-828-6113| cell: 316-200-1991
Error! Filename not specified.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, 
Lj
Sent: Tuesday, April 16, 2013 12:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: Question related to placeholder forms

** By save, do you mean in dec studio or client?


On Tuesday, April 16, 2013, Drake, David 
mailto:david.dr...@kbslp.com>> wrote:
> **
>
> Need to see if anyone has any insight into the probable cause and/or fix for 
> the following
>
>
>
> We're no longer able to save any kind of forms. The error indicates that the 
> fields cannot be found. This is on a brand new regular form and the core 
> fields are right there so the error is coming from some other form that is 
> being accessed when saving this form. We have found a placeholder form but it 
> doesn't have a name (even though tha

Re: Mass Remove Application Permissions - RESOLVED

[Lisa Singh]

On 6/12/13, Mahesh  wrote:
> You should be able to do it from "CTM:People Permission Groups" form .
>

Brill! That worked a treat - many thanks.

Lisa

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SV: Alias in ITSM

[lars . j . pettersson]

 Great, very helpful :)

-Ursprungligt meddelande-
Från: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] För Misi Mladoniczky
Skickat: den 13 juni 2013 10:58
Till: arslist@ARSLIST.ORG
Ämne: Re: Alias in ITSM

Hi,

Here is the direct access URL for the Alias lookup:
https://rrr.se/cgi/alias

Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11/12):
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.

> are you guys aware of the alias lookup capability on RRR.se?...it has 
> multiple ITSM versions and everything.
>
>
> On Wed, Jun 12, 2013 at 12:28 PM, Kemes, Lisa A DLA CTR INFORMATION 
> OPERATIONS  wrote:
>
>> I'd love to see it when you are finished.  Would be a nice reference 
>> to have.
>>
>> Lisa
>>
>> -Original Message-
>> From: Action Request System discussion list(ARSList) 
>> [mailto:arslist@ARSLIST.ORG] On Behalf Of 
>> lars.j.petters...@vattenfall.com
>> Sent: Wednesday, June 12, 2013 2:08 PM
>> To: arslist@ARSLIST.ORG
>> Subject: Alias in ITSM
>>
>> **
>> Hej, just annoying I think when a form has a visible name in the user 
>> tool, but another name in dev studio, not easy to find the matching 
>> form I think.
>> And, db name is often the same as label, but sometimes a total 
>> different one, many fields has also the same label name, makes it 
>> diffucult when making reports...
>>
>> I'm builing a helptool for ITSM, and have been aware of this now.
>>
>> // Lars
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>>
>> _
>> __ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
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>
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>

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Re: Create Date later than $TIMESTAMP$ from filters

[Jlbess]

The value for the create date is generated after phase 2, when the record is 
committed. I don't believe there's a way to override that value. You could 
ensure your set field filter is at 999 to limit the time gap between phase 1 
and the commit, but you'll still have to wait for the push fields and other 
phase 2 actions to run.
What about running an escalation to clean up any of the status fields that are 
less than the create date?


Jason Bess

On Jun 12, 2013, at 4:57 PM, Rick Westbrock  wrote:

> **
> In light of the other thread about Create Date vice Modified Date I ran into 
> something along similar lines today an wondered if anyone else has seen 
> something similar. We have a set of filters that put $TIMESTAMP$ into 
> date/time fields, one per status value (i.e. if there are five different 
> status values there will be five date/time fields). The qualifications on the 
> filters are such that if the status changes to that value (i.e. if ticket 
> changes to status value 2 then the Status 2 Date/Time field is used) and sets 
> $TIMESTAMP$ into the corresponding date/time field.
>  
> The strange behavior that I am seeing is that these status date/time values 
> are all exactly one second older than the value in the core Create Date 
> field. My assumption is that $TIMESTAMP$ is evaluated during the filter 
> processing but the Create Date field is not populated by the server until 
> probably the very instant before the record is actually committed to the 
> database; if filter processing takes too long then the clock might tick over 
> into the next second.
>  
> Has anyone else run into this dilemma? It is only a problem for me because in 
> reporting any tickets that have say the Work In Progress date/time less than 
> the Create Date field  then it is out of compliance and we have to massage 
> the data for multiple tickets after the fact. In a recent check I found that 
> there were 796 records where the status date/time fields were less than the 
> Create Date but only four of them were more than one second older (obviously 
> due to unrelated issues).
>  
> The obvious quick & dirty fix for this (which may not be optimal) is to 
> modify the filters to set the status date/time fields to $TIMESTAMP$ + 1 so 
> that they either match the Create Date or might possibly be one second later 
> but I wanted to investigate the root cause before touching any existing code.
>  
>  
> -Rick
> ARS 7.6.04 SP2/Windows/MS-SQL
>  
> ___
> Rick Westbrock
> QMX Support Services
>  
>  
>     
> Important: This email is intended for the above named only and may be 
> confidential, proprietary, and/or legally privileged. If this email has come 
> to you in error, you must take no action on it, nor may you copy or show it 
> to anyone. Please contact the sender and delete the material from any 
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Re: ARERR 102 : Remedy Version 7.5.00 Patch 004

[Bhupendra Kumar]

Thanks Kiran.
I am going to do that now.  It is a very painful error message . I know , I can 
find the reason and resolve it.

Thanks again.

Best Regards,

Bhupendra KUMAR

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hullule, Kiran
Sent: 13 June 2013 12:15
To: arslist@ARSLIST.ORG
Subject: Re: ARERR 102 : Remedy Version 7.5.00 Patch 004

**
API and SQL file.

I am sure you will see something like T1.C8 = 102  , in SQL logs SELECT 
statement.  Grab that RPC ID and find out what all activities have happened and 
on what table and column. There you will see what field the value is not 
getting.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Bhupendra Kumar
Sent: Thursday, June 13, 2013 3:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARERR 102 : Remedy Version 7.5.00 Patch 004

**
Hi,

And which log files should I check to know which field is not getting the 
value.???

I have windows serve.

Best Regards,
KUMAR
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: 12 June 2013 17:04
To: arslist@ARSLIST.ORG
Subject: Re: ARERR 102 : Remedy Version 7.5.00 Patch 004

**

My guess is your server is probably UNIX and you have done a non root install 
and have not completed the post install steps of manipulating the directory 
location of the catalog files. Complete that step and the associated message 
that Longwing shared with you, will display instead of complaining that the 
message is not in catalog. Currently your system has no access to that catalog 
because you have not done your post install steps which are necessary.



Creating symbolic links to the locations these files need to exist and 
adjusting the file permissions so that the non root user starting the AR Server 
service should suffice.



Cheers



Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Bhupendra Kumar
Sent: Wednesday, June 12, 2013 10:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARERR 102 : Remedy Version 7.5.00 Patch 004

Hi

Thanks for replying.

I am a User
And the server version is : 7.5.00 Patch 004 201002051027

I am accessing remedy via thick client.

Best Regards,

Bhupendra KUMAR

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj
Sent: 12 June 2013 16:20
To: arslist@ARSLIST.ORG
Subject: Re: ARERR 102 : Remedy Version 7.5.00 Patch 004

**
Bhupendra,
Error 102 is

Name parameter (or name field in a parameter) is empty.  The operation being 
performed requires a name specification for an item, but no name was specified. 
Specify a value for the name parameter, and retry the operation.

This is typically associated with a data error when trying to do advanced 
workflow.  If you say you are new...are you a user of the system or are you the 
administrator?

What client are you using and what versions of the server and applications are 
you using?

On Wed, Jun 12, 2013 at 8:00 AM, Bhupendra Kumar 
mailto:bhupendra_ku...@cargill.com>> wrote:
Hi All ,

I am very only few month old to this world. I have never used remedy before.
I have encountered one error called ARERR 102.

Scenerio :


When I double click on a ticket to go into it, I receive an error.  (ARERR 
(102) Cannot open catalog; Message number = 102.
I click OK
The error appears again.
I click OK
and ticket opens.

I can add a ticket with no issues.


How can I make this error to disappear?


Environment which I am using is : Remedy Version 7.5.00 Patch 004


Please let me know.

Many thanks.

Bhupendra KUMAR
_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_

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Re: ARERR 102 : Remedy Version 7.5.00 Patch 004

[Hullule, Kiran]

API and SQL file.

I am sure you will see something like T1.C8 = 102  , in SQL logs SELECT 
statement.  Grab that RPC ID and find out what all activities have happened and 
on what table and column. There you will see what field the value is not 
getting.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Bhupendra Kumar
Sent: Thursday, June 13, 2013 3:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARERR 102 : Remedy Version 7.5.00 Patch 004

**
Hi,

And which log files should I check to know which field is not getting the 
value.???

I have windows serve.

Best Regards,
KUMAR
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: 12 June 2013 17:04
To: arslist@ARSLIST.ORG
Subject: Re: ARERR 102 : Remedy Version 7.5.00 Patch 004

**

My guess is your server is probably UNIX and you have done a non root install 
and have not completed the post install steps of manipulating the directory 
location of the catalog files. Complete that step and the associated message 
that Longwing shared with you, will display instead of complaining that the 
message is not in catalog. Currently your system has no access to that catalog 
because you have not done your post install steps which are necessary.



Creating symbolic links to the locations these files need to exist and 
adjusting the file permissions so that the non root user starting the AR Server 
service should suffice.



Cheers



Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Bhupendra Kumar
Sent: Wednesday, June 12, 2013 10:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARERR 102 : Remedy Version 7.5.00 Patch 004

Hi

Thanks for replying.

I am a User
And the server version is : 7.5.00 Patch 004 201002051027

I am accessing remedy via thick client.

Best Regards,

Bhupendra KUMAR

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj
Sent: 12 June 2013 16:20
To: arslist@ARSLIST.ORG
Subject: Re: ARERR 102 : Remedy Version 7.5.00 Patch 004

**
Bhupendra,
Error 102 is

Name parameter (or name field in a parameter) is empty.  The operation being 
performed requires a name specification for an item, but no name was specified. 
Specify a value for the name parameter, and retry the operation.

This is typically associated with a data error when trying to do advanced 
workflow.  If you say you are new...are you a user of the system or are you the 
administrator?

What client are you using and what versions of the server and applications are 
you using?

On Wed, Jun 12, 2013 at 8:00 AM, Bhupendra Kumar 
mailto:bhupendra_ku...@cargill.com>> wrote:
Hi All ,

I am very only few month old to this world. I have never used remedy before.
I have encountered one error called ARERR 102.

Scenerio :


When I double click on a ticket to go into it, I receive an error.  (ARERR 
(102) Cannot open catalog; Message number = 102.
I click OK
The error appears again.
I click OK
and ticket opens.

I can add a ticket with no issues.


How can I make this error to disappear?


Environment which I am using is : Remedy Version 7.5.00 Patch 004


Please let me know.

Many thanks.

Bhupendra KUMAR
_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_

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Re: ARERR 102 : Remedy Version 7.5.00 Patch 004

[Bhupendra Kumar]

Hi,

And which log files should I check to know which field is not getting the 
value.???

I have windows serve.

Best Regards,
KUMAR
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: 12 June 2013 17:04
To: arslist@ARSLIST.ORG
Subject: Re: ARERR 102 : Remedy Version 7.5.00 Patch 004

**

My guess is your server is probably UNIX and you have done a non root install 
and have not completed the post install steps of manipulating the directory 
location of the catalog files. Complete that step and the associated message 
that Longwing shared with you, will display instead of complaining that the 
message is not in catalog. Currently your system has no access to that catalog 
because you have not done your post install steps which are necessary.



Creating symbolic links to the locations these files need to exist and 
adjusting the file permissions so that the non root user starting the AR Server 
service should suffice.



Cheers



Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Bhupendra Kumar
Sent: Wednesday, June 12, 2013 10:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARERR 102 : Remedy Version 7.5.00 Patch 004

Hi

Thanks for replying.

I am a User
And the server version is : 7.5.00 Patch 004 201002051027

I am accessing remedy via thick client.

Best Regards,

Bhupendra KUMAR

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj
Sent: 12 June 2013 16:20
To: arslist@ARSLIST.ORG
Subject: Re: ARERR 102 : Remedy Version 7.5.00 Patch 004

**
Bhupendra,
Error 102 is

Name parameter (or name field in a parameter) is empty.  The operation being 
performed requires a name specification for an item, but no name was specified. 
Specify a value for the name parameter, and retry the operation.

This is typically associated with a data error when trying to do advanced 
workflow.  If you say you are new...are you a user of the system or are you the 
administrator?

What client are you using and what versions of the server and applications are 
you using?

On Wed, Jun 12, 2013 at 8:00 AM, Bhupendra Kumar 
mailto:bhupendra_ku...@cargill.com>> wrote:
Hi All ,

I am very only few month old to this world. I have never used remedy before.
I have encountered one error called ARERR 102.

Scenerio :


When I double click on a ticket to go into it, I receive an error.  (ARERR 
(102) Cannot open catalog; Message number = 102.
I click OK
The error appears again.
I click OK
and ticket opens.

I can add a ticket with no issues.


How can I make this error to disappear?


Environment which I am using is : Remedy Version 7.5.00 Patch 004


Please let me know.

Many thanks.

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

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Re: ARERR 102 : Remedy Version 7.5.00 Patch 004

[Bhupendra Kumar]

HI Joe and Longwing ,

Many thanks for replying.
No , it is not Unix. It is windows server.

Best Regards,

Bhupendra KUMAR
IT Technical Analyst
SO-Production Assurance
Cargill
Direct: +32 15 458 348 | Mobile: +32(0)473928730
bhupendra_ku...@cargill.com | Intercall 
Conf. Code: 346 752 3923
Cargill Europe BVBA | Bedrijvenlaan 9, 2800 Mechelen, Belgium

Confidentiality Note: This message is intended only for the named recipient and 
may contain confidential, proprietary or legally privileged information. 
Unauthorized individuals or entities are not permitted access to this 
information. Any dissemination, distribution, or copying of this information is 
strictly prohibited. If you have received this message in error, please advise 
the sender by reply e-mail, and delete this message and any attachments. Thank 
you.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: 12 June 2013 17:04
To: arslist@ARSLIST.ORG
Subject: Re: ARERR 102 : Remedy Version 7.5.00 Patch 004

**

My guess is your server is probably UNIX and you have done a non root install 
and have not completed the post install steps of manipulating the directory 
location of the catalog files. Complete that step and the associated message 
that Longwing shared with you, will display instead of complaining that the 
message is not in catalog. Currently your system has no access to that catalog 
because you have not done your post install steps which are necessary.



Creating symbolic links to the locations these files need to exist and 
adjusting the file permissions so that the non root user starting the AR Server 
service should suffice.



Cheers



Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Bhupendra Kumar
Sent: Wednesday, June 12, 2013 10:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARERR 102 : Remedy Version 7.5.00 Patch 004

Hi

Thanks for replying.

I am a User
And the server version is : 7.5.00 Patch 004 201002051027

I am accessing remedy via thick client.

Best Regards,

Bhupendra KUMAR

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj
Sent: 12 June 2013 16:20
To: arslist@ARSLIST.ORG
Subject: Re: ARERR 102 : Remedy Version 7.5.00 Patch 004

**
Bhupendra,
Error 102 is

Name parameter (or name field in a parameter) is empty.  The operation being 
performed requires a name specification for an item, but no name was specified. 
Specify a value for the name parameter, and retry the operation.

This is typically associated with a data error when trying to do advanced 
workflow.  If you say you are new...are you a user of the system or are you the 
administrator?

What client are you using and what versions of the server and applications are 
you using?

On Wed, Jun 12, 2013 at 8:00 AM, Bhupendra Kumar 
mailto:bhupendra_ku...@cargill.com>> wrote:
Hi All ,

I am very only few month old to this world. I have never used remedy before.
I have encountered one error called ARERR 102.

Scenerio :


When I double click on a ticket to go into it, I receive an error.  (ARERR 
(102) Cannot open catalog; Message number = 102.
I click OK
The error appears again.
I click OK
and ticket opens.

I can add a ticket with no issues.


How can I make this error to disappear?


Environment which I am using is : Remedy Version 7.5.00 Patch 004


Please let me know.

Many thanks.

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

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Re: Finding Pool Number from escalation def file!

[Misi Mladoniczky]

Hi,

Why not turn on the pool-number in the escalation list in dev-studio?
Window > Preferences > BMC Remedy Developer Studio -> Object List View ->
Escalations -> Pool Number?

The def-file sometimes has a line break in the object-prop which might
potentially make you miss some pool numbers.

I have code that does various reports from def files that handles that.

Let me know if you are interested, and I can throw together a small utility
that performs a report on escalation pool numbers based on def-files.

Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11/12):
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.

> it is probably stored in the DB in the same manner...you would need to
> search in the objprop (I think that's the column) for the property 60024,
> then parse the string apart to find the value...not likely all that easy to
> get to :)
>
>
> On Tue, Jun 11, 2013 at 10:05 AM, swanand deshpande <
> swanand.deshpa...@gmail.com> wrote:
>
>> **
>> Thanks Much!
>>
>> Is there a query that can be run in TOAD to find out the information on
>> escalation and escalation pool number running on a particular  pool number?
>>
>>
>> On Tue, Jun 11, 2013 at 10:57 AM, Longwing, Lj  wrote:
>>
>>> **
>>> Swanand,
>>> Apparently it's stored in object properties for the object
>>>
>>>object-prop: 6\60006\4\0\\60008\40\0\60009\4\0\\60010\4\0\\*
>>> 60024\2\5*\90002\4\26\Remedy Foundation Elements\
>>>object-prop: 2\*60024\2\8*\90002\4\22\Remedy Asset Inventory\
>>>
>>> What you see there is that the first example is in pool 5, and the second
>>> is 8...so if you look for property 60024, the second value past the
>>> property value will be the pool number
>>>
>>> If the escalation doesn't have a pool number, you don't have that
>>> property defined.
>>>
>>>
>>> On Tue, Jun 11, 2013 at 9:46 AM, swanand deshpande <
>>> swanand.deshpa...@gmail.com> wrote:
>>>
 **
 Good Morning :-)

 Hope all is well!

 How to find out the Pool Number information for escalation from the
 escalation def file?

 Thx,
 Swanand
 _ARSlist: "Where the Answers Are" and have been for 20 years_
>>>
>>>
>>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>>
>>
>>
>>
>> --
>> S.J.Deshpande
>> _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"
>

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Fwd: Question related to placeholder forms

[Sagar Valse]

 Hi Ryan\David,

I am facing similar issue and i tried deleting the blank placeholder as
well.
But still i was getting same error.
Did you got any solution for issue.

Thanks and Regards,
Sagar Valse

>
>
> **
>
> Hi David,
>
> ** **
>
> Can you delete the “placeholder” form? It appears this particular
> placeholder form is corrupt. As you stated…even placeholder forms require a
> name.
>
> ** **
>
> Do you know what imported workflow would have created the placeholder form?
> 
>
> ** **
>
> As an FYI:
>
> ** **
>
> Importing shared workflow not owned by the application
>
> When you import an application definition file that contains shared
> workflow not owned by the application, AR System can create a
> non-functional *placeholder form*
>
> for each external form associated with the shared workflow. This allows
> developers to modify the shared workflow owned by another application
> without installing the integrated application on the development server. It
> also ensures that the complete list of associated forms is preserved with
> any shared workflow.
>
> Placeholder forms are created during application import in these cases:***
> *
>
> **· **The import definition contains shared workflow from another
> application that
>
> includes a Push Fields or Set Fields action. In this case, a placeholder
> is created for the external form used by the Push Fields or Set Fields
> action.
>
> **· **The server configuration file (ar.cfg or ar.conf) contains
> the option Create-Workflow-Placeholders: T. In this case, a placeholder
> form is created for any external form associated with the shared workflow,
> regardless of the workflow action type.
>
> A placeholder form has no fields and can only be deleted. If the actual
> definition of a placeholder form is imported, it replaces the existing
> placeholder. In the Forms object list in BMC Remedy Developer Studio,
> placeholder forms are identified as form type “None”. When importing an
> application definition that contains shared workflow not owned by the
> application, the workflow object is created if it does not already exist.
> If the workflow object already exists, only the list of associated forms is
> updated. If the application that owns the shared workflow object is later
> imported, the workflow is replaced.
>
> ** **
>
> If the placeholder form can be deleted then I am hoping at that point you
> can create/save other forms.
>
> ** **
>
> Regards,
>
> Ryan.
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Longwing, Lj
> *Sent:* Tuesday, April 16, 2013 2:00 PM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Question related to placeholder forms
>
> ** **
>
> ** 
>
> Ok, in that scenario, I can guarantee you that another form isn't at play.
>  To be able to help we will need the actual message that you are receiving,
> including error number, and if you could also turn on SQL Logging on the
> server before you do the save, and include the relevant portions of the log
> with the reply, that would also help.
>
> ** **
>
> On Tue, Apr 16, 2013 at 11:43 AM, Drake, David 
> wrote:
>
> ** 
>
> Dev Studio
>
>  
>
> *David Drake*
>
> *Application Systems Analyst*
>
> *ITSM Application Support**
> Koch Business Solutions, LP** *
>
> *email: *david.drake@*kbslp.com* * | **office:
> 316-828-6113**| **cell: 316-200-1991*
>
> *Error! Filename not specified.* * *
>
>  
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Longwing, Lj
> *Sent:* Tuesday, April 16, 2013 12:20 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Question related to placeholder forms
>
>  
>
> ** By save, do you mean in dec studio or client?
>
>
>
> On Tuesday, April 16, 2013, Drake, David  wrote:
> > **
> >
> > Need to see if anyone has any insight into the probable cause and/or fix
> for the following
> >
> >
> >
> > We’re no longer able to save any kind of forms. The error indicates that
> the fields cannot be found. This is on a brand new regular form and the
> core fields are right there so the error is coming from some other form
> that is being accessed when saving this form. We have found a placeholder
> form but it doesn’t have a name (even though that’s a required field) and
> we suspect that may be the culprit. Has anyone any insight into this or
> something similar? Thanks!
> >
> >
> >
> > ITSM 7.6.04 SP2, SQL2K5, Windows Server
> >
> >
> >
> > David Drake
> >
> > Application Systems Analyst
> >
> > ITSM Application Support
> > Koch Business Solutions, LP
> >
> > email: david.dr...@kbslp.com | office: 316-828-6113| cell: 316-200-1991
> >
> >
> >
> >
> >
>
> > _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

Re: Question related to placeholder forms

[Sagar Valse]

 Hi Ryan\David,

I

>
>
> **
>
> Hi David,
>
> ** **
>
> Can you delete the “placeholder” form? It appears this particular
> placeholder form is corrupt. As you stated…even placeholder forms require a
> name.
>
> ** **
>
> Do you know what imported workflow would have created the placeholder form?
> 
>
> ** **
>
> As an FYI:
>
> ** **
>
> Importing shared workflow not owned by the application
>
> When you import an application definition file that contains shared
> workflow not owned by the application, AR System can create a
> non-functional *placeholder form*
>
> for each external form associated with the shared workflow. This allows
> developers to modify the shared workflow owned by another application
> without installing the integrated application on the development server. It
> also ensures that the complete list of associated forms is preserved with
> any shared workflow.
>
> Placeholder forms are created during application import in these cases:***
> *
>
> **· **The import definition contains shared workflow from another
> application that
>
> includes a Push Fields or Set Fields action. In this case, a placeholder
> is created for the external form used by the Push Fields or Set Fields
> action.
>
> **· **The server configuration file (ar.cfg or ar.conf) contains
> the option Create-Workflow-Placeholders: T. In this case, a placeholder
> form is created for any external form associated with the shared workflow,
> regardless of the workflow action type.
>
> A placeholder form has no fields and can only be deleted. If the actual
> definition of a placeholder form is imported, it replaces the existing
> placeholder. In the Forms object list in BMC Remedy Developer Studio,
> placeholder forms are identified as form type “None”. When importing an
> application definition that contains shared workflow not owned by the
> application, the workflow object is created if it does not already exist.
> If the workflow object already exists, only the list of associated forms is
> updated. If the application that owns the shared workflow object is later
> imported, the workflow is replaced.
>
> ** **
>
> If the placeholder form can be deleted then I am hoping at that point you
> can create/save other forms.
>
> ** **
>
> Regards,
>
> Ryan.
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Longwing, Lj
> *Sent:* Tuesday, April 16, 2013 2:00 PM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Question related to placeholder forms
>
> ** **
>
> ** 
>
> Ok, in that scenario, I can guarantee you that another form isn't at play.
>  To be able to help we will need the actual message that you are receiving,
> including error number, and if you could also turn on SQL Logging on the
> server before you do the save, and include the relevant portions of the log
> with the reply, that would also help.
>
> ** **
>
> On Tue, Apr 16, 2013 at 11:43 AM, Drake, David 
> wrote:
>
> ** 
>
> Dev Studio
>
>  
>
> *David Drake*
>
> *Application Systems Analyst*
>
> *ITSM Application Support**
> Koch Business Solutions, LP** *
>
> *email: *david.drake@*kbslp.com* * | **office:
> 316-828-6113**| **cell: 316-200-1991*
>
> *Error! Filename not specified.* * *
>
>  
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Longwing, Lj
> *Sent:* Tuesday, April 16, 2013 12:20 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Question related to placeholder forms
>
>  
>
> ** By save, do you mean in dec studio or client?
>
>
>
> On Tuesday, April 16, 2013, Drake, David  wrote:
> > **
> >
> > Need to see if anyone has any insight into the probable cause and/or fix
> for the following
> >
> >
> >
> > We’re no longer able to save any kind of forms. The error indicates that
> the fields cannot be found. This is on a brand new regular form and the
> core fields are right there so the error is coming from some other form
> that is being accessed when saving this form. We have found a placeholder
> form but it doesn’t have a name (even though that’s a required field) and
> we suspect that may be the culprit. Has anyone any insight into this or
> something similar? Thanks!
> >
> >
> >
> > ITSM 7.6.04 SP2, SQL2K5, Windows Server
> >
> >
> >
> > David Drake
> >
> > Application Systems Analyst
> >
> > ITSM Application Support
> > Koch Business Solutions, LP
> >
> > email: david.dr...@kbslp.com | office: 316-828-6113| cell: 316-200-1991
> >
> >
> >
> >
> >
>
> > _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

Re: Alias in ITSM

[Misi Mladoniczky]

Hi,

Here is the direct access URL for the Alias lookup:
https://rrr.se/cgi/alias

Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11/12):
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.

> are you guys aware of the alias lookup capability on RRR.se?...it has
> multiple ITSM versions and everything.
>
>
> On Wed, Jun 12, 2013 at 12:28 PM, Kemes, Lisa A DLA CTR INFORMATION
> OPERATIONS  wrote:
>
>> I'd love to see it when you are finished.  Would be a nice reference to
>> have.
>>
>> Lisa
>>
>> -Original Message-
>> From: Action Request System discussion list(ARSList)
>> [mailto:arslist@ARSLIST.ORG] On Behalf Of
>> lars.j.petters...@vattenfall.com
>> Sent: Wednesday, June 12, 2013 2:08 PM
>> To: arslist@ARSLIST.ORG
>> Subject: Alias in ITSM
>>
>> **
>> Hej, just annoying I think when a form has a visible name in the user
>> tool, but another name in dev studio, not easy to find the matching form
>> I think.
>> And, db name is often the same as label, but sometimes a total different
>> one, many fields has also the same label name, makes it diffucult when
>> making reports...
>>
>> I'm builing a helptool for ITSM, and have been aware of this now.
>>
>> // Lars
>>
>> _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"
>>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> "Where the Answers Are, and have been for 20 years"
>

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SV: Check for open Changes

[lars . j . pettersson]

Thanks Jacques, I will try that :)

// L ars


Från: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] För Andre, Jacques
Skickat: den 13 juni 2013 09:45
Till: arslist@ARSLIST.ORG
Ämne: Re: Check for open Changes

**
Hi Lars,

The field you need to query against is "Change Request Status" with the DB name 
of "Status*" (Field ID 7) which is hidden at the bottom of the 
"CHG:Infrastructure Change" form.

Kind regards

Jacques Andre


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of lars.j.petters...@vattenfall.com
Sent: 13 June 2013 08:31
To: arslist@ARSLIST.ORG
Subject: Check for open Changes

**
Hi, status in CHG:Infrastructure Change, db name z1D Status is a display only 
field, not available in the field list in dev studio, so how do I write code to 
check for open Changes...(Not Closed, Cancelled, Rejected or Completed)

Any idea? No problens in incidents, as status is a regular field there.

// Lars

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

This message contains information which may be confidential and/or privileged. 
Unless you are the intended recipient (or authorized to receive for the 
intended recipient), you may not read, use, copy or disclose to anyone the 
message or any information contained in the message. If you have received the 
message in error, please advise the sender by reply e-mail and delete the 
message and any attachment(s) thereto without retaining any copies.
_ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Check for open Changes

[Andre, Jacques]

Hi Lars,

The field you need to query against is "Change Request Status" with the DB name 
of "Status*" (Field ID 7) which is hidden at the bottom of the 
"CHG:Infrastructure Change" form.

Kind regards

Jacques Andre


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of lars.j.petters...@vattenfall.com
Sent: 13 June 2013 08:31
To: arslist@ARSLIST.ORG
Subject: Check for open Changes

**
Hi, status in CHG:Infrastructure Change, db name z1D Status is a display only 
field, not available in the field list in dev studio, so how do I write code to 
check for open Changes...(Not Closed, Cancelled, Rejected or Completed)

Any idea? No problens in incidents, as status is a regular field there.

// Lars

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

This message contains information which may be confidential and/or privileged. 
Unless you are the intended recipient (or authorized to receive for the 
intended recipient), you may not read, use, copy or disclose to anyone the 
message or any information contained in the message. If you have received the 
message in error, please advise the sender by reply e-mail and delete the 
message and any attachment(s) thereto without retaining any copies.

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Check for open Changes

[lars . j . pettersson]

Hi, status in CHG:Infrastructure Change, db name z1D Status is a display only 
field, not available in the field list in dev studio, so how do I write code to 
check for open Changes...(Not Closed, Cancelled, Rejected or Completed)

Any idea? No problens in incidents, as status is a regular field there.

// Lars


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