Re: How to generate work infos and associate to incidents from incoming emails

[Kiran Patil]

Hi,

You can use one fixed user for all email coming from unregister email I'd in 
remedy and say requter's FN, LN, location  same for all same kind of request 
except email I'd. Carry same email I'd (from where original email come) on 
incident form (through interface form) in customer email I'd field. 
Here even if you have fixed user for unregister email I'd, system will sent all 
customer notification to requter's email I'd. 

Regards
Kiran




On Tue, 23 Jul 2013 00:23:59 +0550, arslist@ARSLIST.ORG wrote:
> Thanks Douglas. I can't figure out how to get the email to be picked up by 
> the email engine to begin with, without submitting as a template, i.e. 
> including #AR-Message-Begin and the server/user/pw etc. I've got filters on 
> the Messages form to fire on submit where direction = Inbound, and to parse 
> the INC out of the subject, and a staging form and lookup workflow 
> between the AR System Email Messages form and HPD:IncidentInterface forms, 
> but without the email being picked up to begin with, it's running pretty dry 
> :).
> 
> Any thoughts?
> 
> 
> ** 
> It can be pretty complicated.
> 
> You will need to have workflow that watches the AR System Email messages 
> form, and when an email comes in, you can, in the simplest case, use the 
> HPD:IncidentInterface_Create form to push a new incident into Help Desk.  YOu 
> could then attach the email as a work info item, using the 
> HPD:IncidentInterface and the Incident created previously.
> 
> To get fancier, you could grab the user information from the from field, and 
> use that to set the requester information on the incident during the initial 
> create.
> 
> It's not hard, but it's not "enable this active link" either.
> 
> On Mon, Jul 22, 2013 at 2:30 PM, Jim Hetfield  wrote:
> Anyone know how BMC's support website takes incoming emails and associates 
> them to incidents? I'm looking into how to do that, creating work info 
> entries from incoming emails. We're on 7.5 ARS/ITSM and going to 8.X isn't an 
> option at this time.
> 
> TIA
> Jim
> 
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Re: Advanced Searches in ITSM Incident (UNCLASSIFIED)

[Schon, Stuart]

Assuming you have response and resolution SLAs and use the SLM engine
then use the Helpdesk_SLA join. This will provide elapsed time if the
relevant SLA (at least since the last update). Search using the
submit_date and pump into Crystal reports or Excel for a breakdown

 

Stuart Schon
Service Desk Systems - Manager

Fujitsu Australia Limited

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
Sent: Tuesday, 23 July 2013 3:51 AM
To: arslist@ARSLIST.ORG
Subject: Re: Advanced Searches in ITSM Incident (UNCLASSIFIED)

 

** You would need to query the Status History field depending on how the
customer acknowledges the Incident.



-Original Message-
From: Ratliff, Jameka L CIV USARMY INSCOM (US) (US)

To: arslist 
Sent: Mon, Jul 22, 2013 1:43 pm
Subject: Advanced Searches in ITSM Incident (UNCLASSIFIED)

Classification: UNCLASSIFIED
Caveats: My Default Caveat
 
All,
 
Our customer is requesting statistics from Remedy.  We do not have our
Analytics 
currently installed.  Is there a way to query Incident Management for
number of 
tickets submitted, acknowledged within 12 hours and resolved within 48
hours?
 
Thanks,
Jameka
 
ARS 7.6.4 SP 4
ITSM 7.6.4 SP 4
Window 2008 - 64 Bit
MS SQL 2008 R2
IIS/Tomcat
MidTier 7.6.4 SP 4 
 
Classification: UNCLASSIFIED
Caveats: My Default Caveat
 

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Re: Attachments Vanishing

[Jason Miller]

Do you have server side logging turned on?  If you have
Filter/SQL/Escalation logging turned on you should be able to search for
the INSERT/DELETE to the B table and see who did it and if you are really
lucky the workflow that did it.  One you know who and when you can
hopefully identify a user procedure that is being done (or not done) or
system oddity that is doing it.

In the last 8 months or so I have become a fan of leaving server side
logging on full time.  I have been able to track down so many odd things by
logging API/SQL/Filter/Escalations to one ~2 GB log file.

PLUG: I have seen a preview of the tools that will be demonstrated in the
"Log Parsing and Management" session at WWRUG13 (
http://wwrug13.com/breakouts.html) and these are amazing for making that 2
GB log file something manageable and useful in a hurry.

Jason

On Mon, Jul 22, 2013 at 1:17 PM, Pargeter, Christie :CO IS  wrote:

> **
>
> This has nothing to do with Tasks.  This is all around the attachments on
> the parent Change’s Work Info tab.  Our Help Desk is building these Changes
> with a template then go in and add a Work Info with an attachment (Summary
> is just “notes & CRQ” then attach the document).  Then they select Next
> Stage & Save to the db (all of this is at the Mode = Create). 
>
> ** **
>
> Then we hear that the attachment either never arrives to the other team or
> it “vanishes” after a “couple of days”.
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Pargeter, Christie :CO IS
> *Sent:* Monday, July 22, 2013 11:16 AM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Attachments Vanishing
>
> ** **
>
> ** 
>
> Has anyone had this with 7.6.4?  We are getting reports of a ton of Change
> tasks “vanishing” from the system.  I asked my DBA to turn on logging for
> the B tables but I am not seeing anything.  We are using the Classic view
> of ITSM 7.6.4.
>
> ** **
>
> Thanks
>
> ** **
>
> ARS 7.6.4 SP 4
>
> ITSM 7.6.4 SP 4
>
> RKM 7.6.4 SP 4
>
> SLM 7.6.4 SP 1
>
> Window 2008 – 64 Bit
>
> MS SQ 2005
>
> IIS/Tomcat
>
> MidTier 7.6.4 SP 4
>
> ** **
>
> _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: ARSList Award Voting Time

[LJ LongWing]

Claire,
Please accept my sincerest apologies in the misspelling of your name.

It is now time to VOTE for this years ARSList MVP and BMC Beyond the Call.
 The rules changed a bit this year regarding the nomination process, which
allows us to have a larger pool of nominees than would normally be
available, which brings its own challenges.  The voting will run 4 weeks
this year.  I'm going to run it as several voting rounds with people being
eliminated, and by the final round have finalists.  This year we have a
record number of nominees.  Here are the rules.

* Voting starts now and ends Sunday August 18th at 5PM EST
* Voting is by the Individual REAL person, so redistribution lists don't
vote, your identity must be known, and those that have multiple
subscriptions still get only one vote
* BMC Software employees on the ARSList are eligible to vote
* All decisions of myself or the oversight panel are final (if I have to
make a controversial decision, I confer with 3 past MVP winners for their
opinion)
* The Award will be made on Thursday October 3rd at WWRUG13: Award Ceremony
during the WWRUG Awards keynote. [no one knows the winner(s) until then,
well okay, except me and Daniel]
* *PLEASE SEND VOTES TO arslistawa...@wwrug.com FOR THEM TO COUNT*

MVP VOTING FORMAT:
Each Person voting gets to vote for their top 3 picks.  1st, 2nd, 3rd, each
position has a weight to it.  At the end of 2 weeks, we will have a runoff
of the top 3 nominees where we will use the same format, which should give
us a clear winner, if a tie does occur, we will cull the 3rd place votes
and see if that gives a winner.  In the unlikely event that we still don't
have a winner, then just the top 1 vote will count.  If then, we still have
a tie, Daniel and I will confer with past winners to break the tie.

MVP Nominees are
*Axton Grams* - Winner of the MVP in 2006, he is a steady member of the
community that provides resources both on and off list.  His nomination
this year called out his knowledge of integrations and server setups as a
key factor of his helpful nature.
*Carl Wilson* - While a relative newcomer to the ARSList, Carl has been
part of the BMC Remedy community for quite a few years and since joining
the list has helped many members with a variety of problems.  His
nomination this year specifically called out his knowledge on SRM and ITSM.
*Claire Sanford* - Claire is a staple of the ARSList, both asking questions
and answering other peoples questions.  Her nomination this year didn't
call out any specific areas of expertise, but instead discussed her general
knowledge and willingness to help anyone.
*David Easter* - David is an ever present authority an all things Remedy.
 His nomination this year discussed his in depth knowledge of
documentation, quite often with links to the official BMC pages.  His posts
are always thought out and detailed in nature.
*Frederick W Grooms* - A modern day renaissance man, Fred's nomination this
year speaks to a man of many talents from workflow and upgrades to OS
issues and more.  He often provides details that obviously require
investigation and work on his end before responding.
*Jason Miller* - Often the purveyor of arcane knowledge, Jason is willing
to help people both on and off list.  His nomination this year stated that
Jason is so helpful in so many areas that it's hard to pinpoint specific
areas of specialty.
*Laurent Matheo* - Laurent is new to the ARSList, but not new to Remedy.
 After meeting him at last years RUG event and telling him that the ARSList
is 'where it's at', he happily joined the list and has become a regular
fixture seeming to specialize in thinking outside the box and finding
creative solutions to everyday problems.
*Mark Brittain* - There almost isn't a day that goes by that you don't find
Mark posting a question or answering one on the ARSList.  He is quite often
ready to either come up with a creative solution to your problem, or point
you to BMC Documentation on how to do it.
*Tauf Choudhury* - Tauf takes the ARSList to a whole different level by
answering his posts while on the go.  Tauf regularly posts solutions to
problem in every realm, but his contribution in the SRM arena was
specifically called out in his nomination.

The BMC Vote will be run in the standard one vote per person format for a
period of 4 weeks total.

BMC Beyond the Call Nominees are
*Doug Mueller* - As THE founding father of Remedy, Doug has inside
knowledge like no one else.  His posts to the list are regularly longer
than average, and chock full of more information than you might get out of
a week long training class.
*Ryan Downing* - A relative newcomer to the list, Ryan has stepped up and
is becoming a regular fixture.  His posts are knowledgeable, in depth, and
quite often reported as fixing the problem.

Let the voting begin.


On Mon, Jul 22, 2013 at 2:16 PM, LJ LongWing  wrote:

> It is now time to VOTE for this years ARSList MVP and BMC Beyond the Call.
>  The rules changed a bit 

Re: Attachments Vanishing

[Douglas Hynson]

The users may need to do a save prior to using the Next stage button on the
process flow bar - The work info records are stored in a separate table and
I am not postive that the "Next Stage" takes care of saving the work info
record.  I am sure someone else will come along and confirm/deny...


On Mon, Jul 22, 2013 at 4:17 PM, Pargeter, Christie :CO IS  wrote:

> **
>
> This has nothing to do with Tasks.  This is all around the attachments on
> the parent Change’s Work Info tab.  Our Help Desk is building these Changes
> with a template then go in and add a Work Info with an attachment (Summary
> is just “notes & CRQ” then attach the document).  Then they select Next
> Stage & Save to the db (all of this is at the Mode = Create). 
>
> ** **
>
> Then we hear that the attachment either never arrives to the other team or
> it “vanishes” after a “couple of days”.
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Pargeter, Christie :CO IS
> *Sent:* Monday, July 22, 2013 11:16 AM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Attachments Vanishing
>
> ** **
>
> ** 
>
> Has anyone had this with 7.6.4?  We are getting reports of a ton of Change
> tasks “vanishing” from the system.  I asked my DBA to turn on logging for
> the B tables but I am not seeing anything.  We are using the Classic view
> of ITSM 7.6.4.
>
> ** **
>
> Thanks
>
> ** **
>
> ARS 7.6.4 SP 4
>
> ITSM 7.6.4 SP 4
>
> RKM 7.6.4 SP 4
>
> SLM 7.6.4 SP 1
>
> Window 2008 – 64 Bit
>
> MS SQ 2005
>
> IIS/Tomcat
>
> MidTier 7.6.4 SP 4
>
> ** **
>
> _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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Email Daemon & logging

[Dave Barber]

Irritating issue on our 7.0.1 patch 012 server (running on Solaris against
Oracle) - email logging.

The AR Email Error Logs form is always being populated.  I set the entries
in the logging.properties file to :
com.remedy.arsys.emaildaemon.level = SEVERE
com.remedy.arsys.emaildaemon.ARSystemHandler.level = SEVERE

So it should only be showing those messages of a SEVERE level?  Yet we're
still getting INFO, FINER, FINEST, etc.

With the number of emails we have going through per day, thats a lot of
additional database activity.

I've tried a few different settings, it always seems to be ignored.  Even
commenting out the lines makes no difference.

Is there another setting hidden somewhere in the depths of the AR System
that needs to be changed?

Ta

Dave

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Re: Attachments Vanishing

[Pargeter, Christie :CO IS]

This has nothing to do with Tasks.  This is all around the attachments
on the parent Change's Work Info tab.  Our Help Desk is building these
Changes with a template then go in and add a Work Info with an
attachment (Summary is just "notes & CRQ" then attach the document).
Then they select Next Stage & Save to the db (all of this is at the Mode
= Create). 

 

Then we hear that the attachment either never arrives to the other team
or it "vanishes" after a "couple of days".

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Monday, July 22, 2013 11:16 AM
To: arslist@ARSLIST.ORG
Subject: Attachments Vanishing

 

** 

Has anyone had this with 7.6.4?  We are getting reports of a ton of
Change tasks "vanishing" from the system.  I asked my DBA to turn on
logging for the B tables but I am not seeing anything.  We are using the
Classic view of ITSM 7.6.4.

 

Thanks

 

ARS 7.6.4 SP 4

ITSM 7.6.4 SP 4

RKM 7.6.4 SP 4

SLM 7.6.4 SP 1

Window 2008 - 64 Bit

MS SQ 2005

IIS/Tomcat

MidTier 7.6.4 SP 4

 

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


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ARSList Award Voting Time

[LJ LongWing]

It is now time to VOTE for this years ARSList MVP and BMC Beyond the Call.
 The rules changed a bit this year regarding the nomination process, which
allows us to have a larger pool of nominees than would normally be
available, which brings its own challenges.  The voting will run 4 weeks
this year.  I'm going to run it as several voting rounds with people being
eliminated, and by the final round have finalists.  This year we have a
record number of nominees.  Here are the rules.

* Voting starts now and ends Sunday August 18th at 5PM EST
* Voting is by the Individual REAL person, so redistribution lists don't
vote, your identity must be known, and those that have multiple
subscriptions still get only one vote
* BMC Software employees on the ARSList are eligible to vote
* All decisions of myself or the oversight panel are final (if I have to
make a controversial decision, I confer with 3 past MVP winners for their
opinion)
* The Award will be made on Thursday October 3rd at WWRUG13: Award Ceremony
during the WWRUG Awards keynote. [no one knows the winner(s) until then,
well okay, except me and Daniel]
* *PLEASE SEND VOTES TO arslistawa...@wwrug.com FOR THEM TO COUNT*

MVP VOTING FORMAT:
Each Person voting gets to vote for their top 3 picks.  1st, 2nd, 3rd, each
position has a weight to it.  At the end of 2 weeks, we will have a runoff
of the top 3 nominees where we will use the same format, which should give
us a clear winner, if a tie does occur, we will cull the 3rd place votes
and see if that gives a winner.  In the unlikely event that we still don't
have a winner, then just the top 1 vote will count.  If then, we still have
a tie, Daniel and I will confer with past winners to break the tie.

MVP Nominees are
*Axton Grams* - Winner of the MVP in 2006, he is a steady member of the
community that provides resources both on and off list.  His nomination
this year called out his knowledge of integrations and server setups as a
key factor of his helpful nature.
*Carl Wilson* - While a relative newcomer to the ARSList, Carl has been
part of the BMC Remedy community for quite a few years and since joining
the list has helped many members with a variety of problems.  His
nomination this year specifically called out his knowledge on SRM and ITSM.
*Clair Sanford* - Clair is a staple of the ARSList, both asking questions
and answering other peoples questions.  Her nomination this year didn't
call out any specific areas of expertise, but instead discussed her general
knowledge and willingness to help anyone.
*David Easter* - David is an ever present authority an all things Remedy.
 His nomination this year discussed his in depth knowledge of
documentation, quite often with links to the official BMC pages.  His posts
are always thought out and detailed in nature.
*Frederick W Grooms* - A modern day renaissance man, Fred's nomination this
year speaks to a man of many talents from workflow and upgrades to OS
issues and more.  He often provides details that obviously require
investigation and work on his end before responding.
*Jason Miller* - Often the purveyor of arcane knowledge, Jason is willing
to help people both on and off list.  His nomination this year stated that
Jason is so helpful in so many areas that it's hard to pinpoint specific
areas of specialty.
*Laurent Matheo* - Laurent is new to the ARSList, but not new to Remedy.
 After meeting him at last years RUG event and telling him that the ARSList
is 'where it's at', he happily joined the list and has become a regular
fixture seeming to specialize in thinking outside the box and finding
creative solutions to everyday problems.
*Mark Brittain* - There almost isn't a day that goes by that you don't find
Mark posting a question or answering one on the ARSList.  He is quite often
ready to either come up with a creative solution to your problem, or point
you to BMC Documentation on how to do it.
*Tauf Choudhury* - Tauf takes the ARSList to a whole different level by
answering his posts while on the go.  Tauf regularly posts solutions to
problem in every realm, but his contribution in the SRM arena was
specifically called out in his nomination.

The BMC Vote will be run in the standard one vote per person format for a
period of 4 weeks total.

BMC Beyond the Call Nominees are
*Doug Mueller* - As THE founding father of Remedy, Doug has inside
knowledge like no one else.  His posts to the list are regularly longer
than average, and chock full of more information than you might get out of
a week long training class.
*Ryan Downing* - A relative newcomer to the list, Ryan has stepped up and
is becoming a regular fixture.  His posts are knowledgeable, in depth, and
quite often reported as fixing the problem.

Let the voting begin.

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Re: [EXTERNAL] Re: Advanced Searches in ITSM Incident (UNCLASSIFIED)

[Stroud, Natalie K]

Jameka:

The acknowledgement is the tricky part if you don't have Analytics set up, 
because the Responded Date field doesn't get populated in all cases.  And like 
Roger says, it depends on how you define acknowledgement at your site.  For us, 
we set up Response targets in SLM based on the ticket's priority, which is how 
we would define acknowledgement - whether the response happened within target 
time for the ticket's priority.   If you have set up SLM with targets for 
Incident Response Time, I can give you a suggestion for how you *might* be able 
to get you the information you want using BIRT reporting (or Crystal, if you 
are licensed for that).

There is a trick to getting the resolved date via the HPD:Helpdesk form, too, 
if you start with advanced searches and want to run reports in the AR System 
Report Console.  The Last Resolved Date field is not visible on the list of 
fields you can query in 7.6.04, but you can just manually enter 'Last Resolved 
Date' in your qualification and it'll query using it.  Then if you need to 
actually SEE the Last Resolved Date in your report, you'll need to make sure 
you create an AR System report or a BIRT report.  I know for sure it's not 
available for Web reports - I don't know about Crystal.

Hope this helps,

Natalie Stroud
SAIC @ Sandia National Laboratories
ARS-ITSM Tester
Albuquerque, NM USA
nkst...@sandia.gov
ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
Sent: Monday, July 22, 2013 11:51 AM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Re: Advanced Searches in ITSM Incident (UNCLASSIFIED)

** You would need to query the Status History field depending on how the 
customer acknowledges the Incident.

-Original Message-
From: Ratliff, Jameka L CIV USARMY INSCOM (US) (US) 
mailto:jameka.l.ratliff@mail.mil>>
To: arslist mailto:arslist@ARSLIST.ORG>>
Sent: Mon, Jul 22, 2013 1:43 pm
Subject: Advanced Searches in ITSM Incident (UNCLASSIFIED)

Classification: UNCLASSIFIED

Caveats: My Default Caveat



All,



Our customer is requesting statistics from Remedy.  We do not have our Analytics

currently installed.  Is there a way to query Incident Management for number of

tickets submitted, acknowledged within 12 hours and resolved within 48 hours?



Thanks,

Jameka



ARS 7.6.4 SP 4

ITSM 7.6.4 SP 4

Window 2008 - 64 Bit

MS SQL 2008 R2

IIS/Tomcat

MidTier 7.6.4 SP 4



Classification: UNCLASSIFIED

Caveats: My Default Caveat



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www.arslist.org

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Re: How to generate work infos and associate to incidents from incoming emails

[Jim Hetfield]

Thanks Douglas. I can't figure out how to get the email to be picked up by the 
email engine to begin with, without submitting as a template, i.e. including 
#AR-Message-Begin and the server/user/pw etc. I've got filters on the Messages 
form to fire on submit where direction = Inbound, and to parse the INC out 
of the subject, and a staging form and lookup workflow between the AR System 
Email Messages form and HPD:IncidentInterface forms, but without the email 
being picked up to begin with, it's running pretty dry :).

Any thoughts?


** 
It can be pretty complicated.

You will need to have workflow that watches the AR System Email messages form, 
and when an email comes in, you can, in the simplest case, use the 
HPD:IncidentInterface_Create form to push a new incident into Help Desk.  YOu 
could then attach the email as a work info item, using the 
HPD:IncidentInterface and the Incident created previously.

To get fancier, you could grab the user information from the from field, and 
use that to set the requester information on the incident during the initial 
create.

It's not hard, but it's not "enable this active link" either.

On Mon, Jul 22, 2013 at 2:30 PM, Jim Hetfield  wrote:
Anyone know how BMC's support website takes incoming emails and associates them 
to incidents? I'm looking into how to do that, creating work info entries from 
incoming emails. We're on 7.5 ARS/ITSM and going to 8.X isn't an option at this 
time.

TIA
Jim

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Re: How to generate work infos and associate to incidents from incoming emails

[Pierson, Shawn]

It's pretty simple doing exactly what you propose.  I built and tested 
basically that over a weekend, using an Escalation that pushes all incoming 
emails (with some basic validation) to an email processing form.  From there I 
check for a valid People record tied to the email address in the From: field.  
I also reference back to the AR System Email Messages form and related forms to 
pull in any attachments that may exist.  Beyond that, it's basically look for a 
few criteria to do specific things, such as looking for "%INC0%" in the subject 
line to update the Work Info of an existing Incident versus creating a new one.

A colleague took it a few steps further, where we now have different email 
addresses that are tied to different Incident Templates via the To: or CC: 
fields.  We basically create distribution lists that only contain the AR Email 
user, and route Incidents differently based on who it was sent to.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Douglas Hynson
Sent: Monday, July 22, 2013 1:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: How to generate work infos and associate to incidents from 
incoming emails

**
It can be pretty complicated.

You will need to have workflow that watches the AR System Email messages form, 
and when an email comes in, you can, in the simplest case, use the 
HPD:IncidentInterface_Create form to push a new incident into Help Desk.  YOu 
could then attach the email as a work info item, using the 
HPD:IncidentInterface and the Incident created previously.

To get fancier, you could grab the user information from the from field, and 
use that to set the requester information on the incident during the initial 
create.

It's not hard, but it's not "enable this active link" either.

On Mon, Jul 22, 2013 at 2:30 PM, Jim Hetfield 
mailto:jim.hetfi...@gmail.com>> wrote:
Anyone know how BMC's support website takes incoming emails and associates them 
to incidents? I'm looking into how to do that, creating work info entries from 
incoming emails. We're on 7.5 ARS/ITSM and going to 8.X isn't an option at this 
time.

TIA
Jim

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Re: Attachments Vanishing

[teresa S Fannin]

Were the tasks saved before the Attachment was added?   If not the attachment 
never really got attached.
Teresa

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Downing, Ryan
Sent: Monday, July 22, 2013 1:34 PM
To: arslist@ARSLIST.ORG
Subject: Re: Attachments Vanishing

**
Hi Christie,

Is it attachments that are vanishing from the system or Task records associated 
with Change Requests?

If it is actual Task records disappearinghave you done an upgrade or 
anything recently? Were any Task records imported or migrated?

Regards,
Ryan.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Monday, July 22, 2013 2:16 PM
To: arslist@ARSLIST.ORG
Subject: Attachments Vanishing

**
Has anyone had this with 7.6.4?  We are getting reports of a ton of Change 
tasks "vanishing" from the system.  I asked my DBA to turn on logging for the B 
tables but I am not seeing anything.  We are using the Classic view of ITSM 
7.6.4.

Thanks

ARS 7.6.4 SP 4
ITSM 7.6.4 SP 4
RKM 7.6.4 SP 4
SLM 7.6.4 SP 1
Window 2008 - 64 Bit
MS SQ 2005
IIS/Tomcat
MidTier 7.6.4 SP 4

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

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Re: Attachments Vanishing

[Downing, Ryan]

Hi Christie,

Is it attachments that are vanishing from the system or Task records associated 
with Change Requests?

If it is actual Task records disappearinghave you done an upgrade or 
anything recently? Were any Task records imported or migrated?

Regards,
Ryan.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Monday, July 22, 2013 2:16 PM
To: arslist@ARSLIST.ORG
Subject: Attachments Vanishing

**
Has anyone had this with 7.6.4?  We are getting reports of a ton of Change 
tasks "vanishing" from the system.  I asked my DBA to turn on logging for the B 
tables but I am not seeing anything.  We are using the Classic view of ITSM 
7.6.4.

Thanks

ARS 7.6.4 SP 4
ITSM 7.6.4 SP 4
RKM 7.6.4 SP 4
SLM 7.6.4 SP 1
Window 2008 - 64 Bit
MS SQ 2005
IIS/Tomcat
MidTier 7.6.4 SP 4

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

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Re: How to generate work infos and associate to incidents from incoming emails

[Douglas Hynson]

It can be pretty complicated.

You will need to have workflow that watches the AR System Email messages
form, and when an email comes in, you can, in the simplest case, use the
HPD:IncidentInterface_Create form to push a new incident into Help Desk.
 YOu could then attach the email as a work info item, using the
HPD:IncidentInterface and the Incident created previously.

To get fancier, you could grab the user information from the from field,
and use that to set the requester information on the incident during the
initial create.

It's not hard, but it's not "enable this active link" either.


On Mon, Jul 22, 2013 at 2:30 PM, Jim Hetfield wrote:

> Anyone know how BMC's support website takes incoming emails and associates
> them to incidents? I'm looking into how to do that, creating work info
> entries from incoming emails. We're on 7.5 ARS/ITSM and going to 8.X isn't
> an option at this time.
>
> TIA
> Jim
>
>
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>

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Re: Attachments Vanishing

[Douglas Hynson]

How do you know they are "Disappearing"?  Are they being assigned to
someone, and when they go to look they are gone?  Does someone add
information to the task, and then it disappears? Do you have an audit trail
of the Task being created?   Are the tasks being created manually or via a
task group or task template?


On Mon, Jul 22, 2013 at 2:15 PM, Pargeter, Christie :CO IS  wrote:

> **
>
> Has anyone had this with 7.6.4?  We are getting reports of a ton of Change
> tasks “vanishing” from the system.  I asked my DBA to turn on logging for
> the B tables but I am not seeing anything.  We are using the Classic view
> of ITSM 7.6.4.
>
> ** **
>
> Thanks
>
> ** **
>
> ARS 7.6.4 SP 4
>
> ITSM 7.6.4 SP 4
>
> RKM 7.6.4 SP 4
>
> SLM 7.6.4 SP 1
>
> Window 2008 – 64 Bit
>
> MS SQ 2005
>
> IIS/Tomcat
>
> MidTier 7.6.4 SP 4
>
> ** **
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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How to generate work infos and associate to incidents from incoming emails

[Jim Hetfield]

Anyone know how BMC's support website takes incoming emails and associates them 
to incidents? I'm looking into how to do that, creating work info entries from 
incoming emails. We're on 7.5 ARS/ITSM and going to 8.X isn't an option at this 
time.

TIA
Jim

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BIRT ITSM Report

[Pargeter, Christie :CO IS]

Hi All - I just tried adding the BIRT tool to my PC (version 2.5.1) and
then tried to modify the OOTB Change report to correct the page height.
I then tried to re-load that .rptdesign back to my dev server and now
when I run the report it doesn't show anything.

 

Is there a special way I have to upload these reports back into the
system?  Don't I just replace the file on the Report folder as I did
with Crystal reports?

 

ARS 7.6.4 SP 4

ITSM 7.6.4 SP 4

RKM 7.6.4 SP 4

SLM 7.6.4 SP 1

Window 2008 - 64 Bit

MS SQ 2005

IIS/Tomcat

MidTier 7.6.4 SP 4

 


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Attachments Vanishing

[Pargeter, Christie :CO IS]

Has anyone had this with 7.6.4?  We are getting reports of a ton of
Change tasks "vanishing" from the system.  I asked my DBA to turn on
logging for the B tables but I am not seeing anything.  We are using the
Classic view of ITSM 7.6.4.

 

Thanks

 

ARS 7.6.4 SP 4

ITSM 7.6.4 SP 4

RKM 7.6.4 SP 4

SLM 7.6.4 SP 1

Window 2008 - 64 Bit

MS SQ 2005

IIS/Tomcat

MidTier 7.6.4 SP 4

 


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Re: Advanced Searches in ITSM Incident (UNCLASSIFIED)

[Roger Justice]

You would need to query the Status History field depending on how the customer 
acknowledges the Incident.



-Original Message-
From: Ratliff, Jameka L CIV USARMY INSCOM (US) (US) 

To: arslist 
Sent: Mon, Jul 22, 2013 1:43 pm
Subject: Advanced Searches in ITSM Incident (UNCLASSIFIED)


Classification: UNCLASSIFIED
aveats: My Default Caveat
All,
Our customer is requesting statistics from Remedy.  We do not have our 
Analytics 
urrently installed.  Is there a way to query Incident Management for number of 
ickets submitted, acknowledged within 12 hours and resolved within 48 hours?
Thanks,
ameka
ARS 7.6.4 SP 4
TSM 7.6.4 SP 4
indow 2008 - 64 Bit
S SQL 2008 R2
IS/Tomcat
idTier 7.6.4 SP 4 
Classification: UNCLASSIFIED
aveats: My Default Caveat
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Advanced Searches in ITSM Incident (UNCLASSIFIED)

[Ratliff, Jameka L CIV USARMY INSCOM (US)]

Classification: UNCLASSIFIED
Caveats: My Default Caveat

All,

Our customer is requesting statistics from Remedy.  We do not have our 
Analytics currently installed.  Is there a way to query Incident Management for 
number of tickets submitted, acknowledged within 12 hours and resolved within 
48 hours?

Thanks,
Jameka

ARS 7.6.4 SP 4
ITSM 7.6.4 SP 4
Window 2008 - 64 Bit
MS SQL 2008 R2
IIS/Tomcat
MidTier 7.6.4 SP 4 

Classification: UNCLASSIFIED
Caveats: My Default Caveat

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Re: Adding New change reason value in 8.1

[Jlbess]

Are you using overlays? You'll need to create overlays for all of the chg join 
forms that have the status reason field. Especially the chg dtl-sig 3 way join 
form.

Did you update the approval mappings form as well?


Jason Bess

On Jul 22, 2013, at 3:03 AM, Lokesh Jayaraman  wrote:

> **
>  
>  
> I am having issues when I add new change reason value in infrastructure 
> change related forms. When I select the new change reason , the CRQ should 
> move forward to Scheduled status from Draft.
> 
> I have created a new process flow where the CRQ moves forward from Draft to 
> Scheduled for No Impact changes and associated the new process flow to the 
> Approval process config form. In approval process config form I have defined 
> a record.
> 
> In change template form when I have a old value in the Change Reason field 
> say as "Maintenance" and try to create a CRQ, it works as expected. However 
> When I have the new value in the Change reason field and create a CRQ but the 
> CR is not moving from draft to Scheduled.
> 
> Please any suggestions...
> 
> Regards,
> Lokesh Jayaraman
> 9566066338
>  
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Adding New change reason value in 8.1

[Prashant Gupta]

Hi lokesh,

I am assuming that you have configued a new status reason fr a change
status from the Sys:Menu items .Now,you are getting the error while saving
the request using this new change status reason.If you check the logs you
will find that whatever you select in the status reason that value gets set
in the status reason  drop-down field(hidden field) where u need to
configure your new status reason value.The error was coming as your new
value is not configured in this status reason dropdown hidden field which
gets saved when you save your change request instead of status reason menu
display only field which is visible on the change request form.Please check
the exact name of the field status reason  in the log ,i don't remember the
exact name.


Regards,
Prashant Gupta
On Mon, Jul 22, 2013 at 2:31 PM, Lokesh Jayaraman  wrote:

> **
> Hi Kiran,
>
> I have compared the workflow between OOB change reason and newly added
> change reason. Everything looks same but approval logs shows error "Value
> does not fallen with limit" but not sure which form , I have receiving
> error.
>
>
> On Mon, Jul 22, 2013 at 2:14 PM, Kiran Patil wrote:
>
>> **
>> Hi Lokesh,
>>
>> OOB workflow does work for OOB change reason field. You need to make sure
>> OOB workflow also works for new attribute you have created for change
>> reason field.
>> Enable server side log and find out workflow use change reason field to
>> initiate approval process and make sure same workflow understand new
>> attribute.
>>
>> You may need to add same attribute to approval and change join from to
>> carry same value further, check server side log for more details.
>>
>> Regards
>> Kiran
>>
>>
>>
>> On Mon, Jul 22, 2013 at 12:33 PM, Lokesh Jayaraman <
>> lokeshjayara...@gmail.com> wrote:
>>
>>> **
>>>
>>>
>>> I am having issues when I add new change reason value in infrastructure
>>> change related forms. When I select the new change reason , the CRQ should
>>> move forward to Scheduled status from Draft.
>>>
>>> I have created a new process flow where the CRQ moves forward from Draft
>>> to Scheduled for No Impact changes and associated the new process flow to
>>> the Approval process config form. In approval process config form I have
>>> defined a record.
>>>
>>> In change template form when I have a old value in the Change Reason
>>> field say as "Maintenance" and try to create a CRQ, it works as expected.
>>> However When I have the new value in the Change reason field and create a
>>> CRQ but the CR is not moving from draft to Scheduled.
>>>
>>> Please any suggestions...
>>>
>>> Regards,
>>> Lokesh Jayaraman
>>> 9566066338
>>>
>>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>>
>>
>>
>> --
>> *Regards*
>> *
>> **Kiran Patil*
>> *Cognizant Technology Solutions*
>> *Pune, India*
>> *Mob No: +91 989 037 7125
>> *
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
>
>
> --
> Lokesh Jayaraman
> 9566066338
> “இறைவன் மனிதனுக்குச் சொன்னது *கீதை*,
> மனிதன் இறைவனுக்குச் சொன்னது *திருவாசகம*்,
> மனிதன் மனிதனுக்குச் சொன்னது *திருக்குறள*்”
>  _ARSlist: "Where the Answers Are" and have been for 20 years_
>

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Re: Adding New change reason value in 8.1

[Kiran Patil]

Hi Lokesh,

Below error indicates selection field does not have value is in the list
being configured. For you need to add your new attribute to Approval-change
join form as well.

Check, transaction in filter+SQL log @ same timestamp mentioned in approval
log, you will get it.

 [Fri Jul 19 05:20:52.140] [Thread 1] ERROR - 306 Value does not
fall within the limits specified for the field
 [Fri Jul 19 05:20:52.140] [Thread 1] ERROR - 4502 Operation
cancelled due to error
 [Fri Jul 19 05:20:52.140] [Thread 1] ERROR - New-Details -
CHG:Infrastructure Change - CRQ1120


Regards

Kiran



On Mon, Jul 22, 2013 at 2:31 PM, Lokesh Jayaraman  wrote:

> **
> Hi Kiran,
>
> I have compared the workflow between OOB change reason and newly added
> change reason. Everything looks same but approval logs shows error "Value
> does not fallen with limit" but not sure which form , I have receiving
> error.
>
>
> On Mon, Jul 22, 2013 at 2:14 PM, Kiran Patil wrote:
>
>> **
>> Hi Lokesh,
>>
>> OOB workflow does work for OOB change reason field. You need to make sure
>> OOB workflow also works for new attribute you have created for change
>> reason field.
>> Enable server side log and find out workflow use change reason field to
>> initiate approval process and make sure same workflow understand new
>> attribute.
>>
>> You may need to add same attribute to approval and change join from to
>> carry same value further, check server side log for more details.
>>
>> Regards
>>  Kiran
>>
>>
>>
>> On Mon, Jul 22, 2013 at 12:33 PM, Lokesh Jayaraman <
>> lokeshjayara...@gmail.com> wrote:
>>
>>> **
>>>
>>>
>>> I am having issues when I add new change reason value in infrastructure
>>> change related forms. When I select the new change reason , the CRQ should
>>> move forward to Scheduled status from Draft.
>>>
>>> I have created a new process flow where the CRQ moves forward from Draft
>>> to Scheduled for No Impact changes and associated the new process flow to
>>> the Approval process config form. In approval process config form I have
>>> defined a record.
>>>
>>> In change template form when I have a old value in the Change Reason
>>> field say as "Maintenance" and try to create a CRQ, it works as expected.
>>> However When I have the new value in the Change reason field and create a
>>> CRQ but the CR is not moving from draft to Scheduled.
>>>
>>> Please any suggestions...
>>>
>>> Regards,
>>> Lokesh Jayaraman
>>> 9566066338
>>>
>>>  _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>>
>>
>>
>> --
>> *Regards*
>> *
>> **Kiran Patil*
>> *Cognizant Technology Solutions*
>> *Pune, India*
>> *Mob No: +91 989 037 7125
>> *
>>  _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>
>
>
> --
> Lokesh Jayaraman
> 9566066338
> “இறைவன் மனிதனுக்குச் சொன்னது *கீதை*,
> மனிதன் இறைவனுக்குச் சொன்னது *திருவாசகம*்,
> மனிதன் மனிதனுக்குச் சொன்னது *திருக்குறள*்”
>  _ARSlist: "Where the Answers Are" and have been for 20 years_
>



-- 
*Regards*
*
**Kiran Patil*
*Cognizant Technology Solutions*
*Pune, India*
*Mob No: +91 989 037 7125
*

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Re: Adding New change reason value in 8.1

[Kiran Patil]

Hi Lokesh,

OOB workflow does work for OOB change reason field. You need to make sure
OOB workflow also works for new attribute you have created for change
reason field.
Enable server side log and find out workflow use change reason field to
initiate approval process and make sure same workflow understand new
attribute.

You may need to add same attribute to approval and change join from to
carry same value further, check server side log for more details.

Regards
Kiran



On Mon, Jul 22, 2013 at 12:33 PM, Lokesh Jayaraman <
lokeshjayara...@gmail.com> wrote:

> **
>
>
> I am having issues when I add new change reason value in infrastructure
> change related forms. When I select the new change reason , the CRQ should
> move forward to Scheduled status from Draft.
>
> I have created a new process flow where the CRQ moves forward from Draft
> to Scheduled for No Impact changes and associated the new process flow to
> the Approval process config form. In approval process config form I have
> defined a record.
>
> In change template form when I have a old value in the Change Reason field
> say as "Maintenance" and try to create a CRQ, it works as expected. However
> When I have the new value in the Change reason field and create a CRQ but
> the CR is not moving from draft to Scheduled.
>
> Please any suggestions...
>
> Regards,
> Lokesh Jayaraman
> 9566066338
>
>  _ARSlist: "Where the Answers Are" and have been for 20 years_




-- 
*Regards*
*
**Kiran Patil*
*Cognizant Technology Solutions*
*Pune, India*
*Mob No: +91 989 037 7125
*

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Adding New change reason value in 8.1

[Lokesh Jayaraman]

I am having issues when I add new change reason value in infrastructure
change related forms. When I select the new change reason , the CRQ should
move forward to Scheduled status from Draft.

I have created a new process flow where the CRQ moves forward from Draft to
Scheduled for No Impact changes and associated the new process flow to the
Approval process config form. In approval process config form I have
defined a record.

In change template form when I have a old value in the Change Reason field
say as "Maintenance" and try to create a CRQ, it works as expected. However
When I have the new value in the Change reason field and create a CRQ but
the CR is not moving from draft to Scheduled.

Please any suggestions...

Regards,
Lokesh Jayaraman
9566066338

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