Re: Email Workflow Generate HPD Ticket
So there was a bit of conversation on this chain that I did not go through in details but many good suggestions.. I have one. Instead of having a prefix on a subject to decide what group it should go to, which could be subject to IBKC (Idiots Between Keyboard Chair), why not have n number of email addresses that users could use each mailbox for a different group and have your rule based system to go on the MailBox Name rather than contents on the subject line? I think that would be subject to fewer erroneous routing - Sure there will be a few geniuses that would beat you at that game too, but they might be harder to find.. Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson Sent: Tuesday, October 15, 2013 3:39 PM To: arslist@ARSLIST.ORG Subject: Re: Email Workflow Generate HPD Ticket ** Hi, It would be easy to modify the ITSM Email Integration I offer to use a keyword instead of an email address - it has the facility to do templates for Incident creation. Let me know if you are interested in this avenue. Cheers Carl www. missingpiecessoftware.com On 15 Oct 2013 12:33, Randeep Atwal ratwals...@gmail.com wrote: ** Hi Kathy As Roger said, there is some functionality included with ITSM 8 that does this. So if you have a server with ITSM 8 installed you could do a few things: 1. Are you considering upgrading to ITSM 8 - there are many major enhancements you would also gain as well as generating tickets based on email content. 2. If not, you could install ITSM 8 and take a look at the workflow, create a def of the needed components, import it to your environment and make the necessary tweaks to get it functional. 3. You could build something very simple yourself by doing roughly the following steps: Provision a new mailbox for a system user (could be named after how you brand ITSM in your organization.) (you could create multiple email boxes as well - see why you may want to below..) Configure a new 'incoming' email box using the ARSystem Email Configuration (you can read the manual's for details on how to do this) - it will include details such as polling interval, mail server, credentials. It differs slightly based on platform, there is plenty of documentation to be found on this. At this point, sending an email to the new mailbox will create a record in the ARSystem Email Messages form. At this point it becomes a regular AR Development thing. You can put a filter that operates on submit against the ARSystem Email Messages form to copy the incoming email and it's attachments to a staging form. I recommend you do this since trying to create a ticket synchronously will affect the speed at which incoming mail arrives which can be a long term scalability problem as your incoming email volume increases. Also if there is some hard workflow error, the whole transaction rolls back making it hard to troubleshoot. Once you have the email in a staging form, you can put an escalation that runs with a one minute frequency against the form and does a setfield against a field you have reserved - you can set it to RUN for example. Then you have a filter that runs on Modify with a qualification of 'TR.Special Field' = RUN At this point, the filter can take a few different approaches. Data driving what happens would be a good idea as opposed to building different filters for different rules such as the 'provisioning' one you mention. On an email you will have: 1. The mailbox name the email was sent to 2. The senders email address 3. Subject Line 4. Body 5. Attachment From the use case you mention, you are looking for a keyword to indicate that the email contains provisioning, if so route to group x. I would assume that you can educate your users that if their Subject Line starts with Provisioning, and they send to this email box, it will create a ticket and assign it to provisioning. So you could build a form with these columns: 1.EmailBox 2. Subject Keyword 3. Assigned Group 4. Assigned Company 5. Assigned Organization Or if you wanted to be more flexible, you could say: 1.EmailBox 2. Subject Keyword 3. Incident Template ID (Referencing an Incident Template ID) - this allow you to even categorize the ticket, apply impact, urgency and priority by modifying the template associated. So you build a filter looking up the needed values, based on your incoming data. If you are on a case sensitive platform, converting all to lower case is a good idea. You will essentially be wildcarding if you use subject line, but if you set up different mailboxes for different routing requirements, it is easier to have exact matching if you can educate users to send to different email boxes based on what is needed. Hope this helps you figure out a way forward. Randeep From: Kathy Morris kathymorris...@aol.com
Help button in ITSM 8.1 not working
Hello All, Is anyone aware if there is any installer available for ITSM 8.1 help.Currently the help button is not working and i was getting error Help has not been installed. For information about installing help, see the ITSM Installation Guide. (ARERR 45120) I have searched EPD but wasn't able to find installer. Thanks and Regards, Sagar ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Help button in ITSM 8.1 not working
I haven't worked with ITSM 8.x as yet but yes there were separate installers available for ITSM help right from ITSM 5.x. I'm guessing they have continued it that way.. Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sagar Valse Sent: Wednesday, October 16, 2013 3:36 AM To: arslist@ARSLIST.ORG Subject: Help button in ITSM 8.1 not working ** Hello All, Is anyone aware if there is any installer available for ITSM 8.1 help.Currently the help button is not working and i was getting error Help has not been installed. For information about installing help, see the ITSM Installation Guide. (ARERR 45120) I have searched EPD but wasn't able to find installer. Thanks and Regards, Sagar ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Filter Assigned Group Menu by Contact Compay
If I have understood you right, you do not want the value saved to the DB and hence cleared after the transaction. Why not have that field as a Display Only field? Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kalicki, Brian J (IS) Sent: Tuesday, October 15, 2013 6:55 PM To: arslist@ARSLIST.ORG Subject: Filter Assigned Group Menu by Contact Compay Good evening List, I am finally getting around to taking a look at our current customizations surrounding multi-tenancy. In our case, we have a leveraged service desk model, where an individual at the call center has access to multiple tenants. So far, we have done a pretty good job of creating workflow (only for Incidents at this time) to not allow an individual with access to multiple tenants to cross company boundaries, primary example is Assigned Group; currently, on submit or modify, workflow checks Contact Company against Assigned Support Company, if they match, Ok, if not, error. This particular workflow is causing other issues, so I have decided to look into the possibility of filtering the Assigned Group menu for support groups related to the selected Contact Company. Here is what I have done so far: 1. Created a custom field called CompanyChk and placed this field on CTM:Support Group (This will be referred to as the check field) 2. Created an ActiveLink on HPD:Help Desk, on Menu selection of Contact Company a. Push Contact Company to the check field on CTM:Support Group 3. Modified the menu qualification on HPD:Help Desk; Assigned Group, to check Company = CompanyChk At this point, it works as intended, but since I am not clearing the check field, the next person who has access to the particular company will see the support groups even if the Contact Company is different for the ticket they are creating. This also goes for tickets they are modifying after submit. I am afraid that if I put in more workflow to clear the check field, there will be A LOT of write activities to the database and cause performance issues. I believe this to be true as I will have to add workflow to clear it after, say Submit, but then push the contact company again on modify. Any ideas or thoughts would be appreciated as I have not been able to find anyone else who has attempted the same. Regards, --Brian _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Help button in ITSM 8.1 not working
The help file should be on EPD « BMCRemedyITSMSuite8.1.00.help.zip » for ITSM. You can find it on EPD, search for « BMC Remedy IT Service Management », then select the 8.1 version, then for example « Remedy Asset Management Application 8.1.00 » and you¹ll see « Help System BMC remedy ». Laurent. De : Joe D'Souza jdso...@shyle.net Société : Shyle Networks Répondre à : arslist@ARSLIST.ORG Date : mercredi 16 octobre 2013 09:38 À : arslist@ARSLIST.ORG Objet : Re: Help button in ITSM 8.1 not working ** I haven¹t worked with ITSM 8.x as yet but yes there were separate installers available for ITSM help right from ITSM 5.x. I¹m guessing they have continued it that way.. Joe From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sagar Valse Sent: Wednesday, October 16, 2013 3:36 AM To: arslist@ARSLIST.ORG Subject: Help button in ITSM 8.1 not working ** Hello All, Is anyone aware if there is any installer available for ITSM 8.1 help.Currently the help button is not working and i was getting error Help has not been installed. For information about installing help, see the ITSM Installation Guide. (ARERR 45120) I have searched EPD but wasn't able to find installer. Thanks and Regards, Sagar _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Help button in ITSM 8.1 not working
Hello Laurent, Yes i had found 2 folder there 1 was online documentation and other was offline documentation. I have downloaded the offline documentation zip but i dont see a installer in the downloaded zip. I see a localhelp folder inside the docs.My question is how do i make the help button work. Thanks and Regards, Sagar On Wed, Oct 16, 2013 at 1:17 PM, laurent matheo lm...@me.com wrote: ** The help file should be on EPD « BMCRemedyITSMSuite8.1.00.help.zip » for ITSM. You can find it on EPD, search for « BMC Remedy IT Service Management », then select the 8.1 version, then for example « Remedy Asset Management Application 8.1.00 » and you’ll see « Help System – BMC remedy…… ». Laurent. De : Joe D'Souza jdso...@shyle.net Société : Shyle Networks Répondre à : arslist@ARSLIST.ORG Date : mercredi 16 octobre 2013 09:38 À : arslist@ARSLIST.ORG Objet : Re: Help button in ITSM 8.1 not working ** I haven’t worked with ITSM 8.x as yet but yes there were separate installers available for ITSM help right from ITSM 5.x. I’m guessing they have continued it that way.. ** ** Joe ** ** -- *From:* Action Request System discussion list(ARSList) [ mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG] *On Behalf Of *Sagar Valse *Sent:* Wednesday, October 16, 2013 3:36 AM *To:* arslist@ARSLIST.ORG *Subject:* Help button in ITSM 8.1 not working ** ** ** Hello All, Is anyone aware if there is any installer available for ITSM 8.1 help.Currently the help button is not working and i was getting error Help has not been installed. For information about installing help, see the ITSM Installation Guide. (ARERR 45120) I have searched EPD but wasn't able to find installer. Thanks and Regards, Sagar _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Upgrade Advice - Remedy 7.5 P003 + ITSM 7.6 Upgrade to 8
Thanks for all the advice and feedback guys. After all the investigation that I have done, I am going to recommend to my boss that we do a clean install of ITSM 8 and move our customizations over manually after evaluating if we still need them. Hopefully, with us introducing overlays with this upgrade to our environment, this will be the last major difficult upgrade that we will need to go through. Once again, thanks and if you guys remember anything else then please don't hesitate to share. Cheers Brad On Tue, Oct 15, 2013 at 3:35 PM, Pierson, Shawn shawn.pier...@energytransfer.com wrote: ** It sounds like you are wanting to do an upgrade in place. Since you’re on a fairly old version, I assume your hardware matches. Before any other planning, see if you have to migrate to new hardware or not. That completely changes what you do. If you end up migrating to another server instead of an upgrade in place, it should be relatively easy. You would just need to become familiar with the DMT for your data, and the customizations you’ve made could be imported as DEF files which automatically become part of an overlap in Best Practice Mode. ** ** However, having gone from 7.5 to 7.6.4 in 2012 to working on 8.1 now, the code is different enough I’d suggest not trying to port all of your customizations over. The move from 7.6.4 to 8.1 isn’t being too difficult, except that it’s a bit tedious to “fix” all of the customizations in the overlays as a result of the upgrade. ** ** Thanks, * * *Shawn Pierson * Remedy Developer | Energy Transfer ** ** *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *BradRemedy *Sent:* Tuesday, October 15, 2013 6:59 AM *To:* arslist@ARSLIST.ORG *Subject:* Upgrade Advice - Remedy 7.5 P003 + ITSM 7.6 Upgrade to 8 ** ** ** Hi ** ** We are busy planning our upgrade of our live environment which is the following: ** ** - ARS Remedy 7.5 Patch003 - CMDB 7.6 P001 - ITSM 7.6 - SRM 7.6 P001 ** ** We are wanting to upgrade to version 8 (latest patch). Going through some previous threads on the arslist, it appears that I will need to do a few upgrades to the versions between 7.5 and 8 before I can actually upgrade to 8. ** ** We have customized our ITSM application a bit and we were hoping to convert our customizations into overlays during the upgrade process. However, it appears from some of the reading that it may be quicker and safer to do a clean ITSM 8 install and re-do the customizations in version 8. ** ** Has anyone done this before? Is there any advice anyone can offer on the best way to approach this or failing that - can anyone recommend a good bottle of whiskey for when I start this project? ** ** Thanks in advance ** ** Cheers Brad _ARSlist: Where the Answers Are and have been for 20 years_ Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _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
prompt bar vs popup
I seem to recall being able to specify whether I want errors as popups or as those prompts at the top of the page - or a popup displaying the error. But I can't find the setting anywhere - am I hallucinating? -- Best regards Jonas Stumph Stevnsvig jonas.stu...@stevnsvig.com jonas.stumph.stevns...@nordea.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: prompt bar vs popup
each message has the ability to choose where (at least active links do)...plus, in the admin console, on the configuration tab, there is the field named 'Use Prompt Bar for'...which controls 'some' messages... On Wed, Oct 16, 2013 at 7:06 AM, Jonas Stumph Stevnsvig arsl...@stevnsvig.com wrote: ** I seem to recall being able to specify whether I want errors as popups or as those prompts at the top of the page - or a popup displaying the error. But I can't find the setting anywhere - am I hallucinating? -- Best regards Jonas Stumph Stevnsvig jonas.stumph@stevnsvig.comjonas.stumph.stevns...@nordea.com _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: prompt bar vs popup
Wasn't there a user preference configuration item to override the setting? We have a lot of users complaining that they don't notice the prompts at the top of the screen... (We just went from itsm 7.6 on ARS 7.6.04 to 8.1) -- Best regards Jonas Stumph Stevnsvig jonas.stu...@stevnsvig.com jonas.stumph.stevns...@nordea.com On 16/10/2013 15:11 LJ LongWing lj.longw...@gmail.com wrote: ** each message has the ability to choose where (at least active links do)...plus, in the admin console, on the configuration tab, there is the field named 'Use Prompt Bar for'...which controls 'some' messages... On Wed, Oct 16, 2013 at 7:06 AM, Jonas Stumph Stevnsvig arsl...@stevnsvig.com wrote: ** I seem to recall being able to specify whether I want errors as popups or as those prompts at the top of the page - or a popup displaying the error. But I can't find the setting anywhere - am I hallucinating?-- Best regards Jonas Stumph Stevnsvig jonas.stu...@stevnsvig.com jonas.stumph.stevns...@nordea.com _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: prompt bar vs popup
You can set the value in the server to make everything a popup instead of prompt bar. On Wed, Oct 16, 2013 at 7:16 AM, Jonas Stumph Stevnsvig arsl...@stevnsvig.com wrote: ** Wasn't there a user preference configuration item to override the setting? We have a lot of users complaining that they don't notice the prompts at the top of the screen... (We just went from itsm 7.6 on ARS 7.6.04 to 8.1) -- Best regards Jonas Stumph Stevnsvig jonas.stumph@stevnsvig.comjonas.stumph.stevns...@nordea.com On 16/10/2013 15:11 LJ LongWing lj.longw...@gmail.comlj.longw...@gmail.comwrote: ** each message has the ability to choose where (at least active links do)...plus, in the admin console, on the configuration tab, there is the field named 'Use Prompt Bar for'...which controls 'some' messages... On Wed, Oct 16, 2013 at 7:06 AM, Jonas Stumph Stevnsvig arsl...@stevnsvig.com wrote: ** I seem to recall being able to specify whether I want errors as popups or as those prompts at the top of the page - or a popup displaying the error. But I can't find the setting anywhere - am I hallucinating?-- Best regards Jonas Stumph Stevnsvig jonas.stu...@stevnsvig.com jonas.stu...@stevnsvig.com jonas.stumph.stevns...@nordea.com jonas.stumph.stevns...@nordea.com _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: prompt bar vs popup
This is a pretty common complaint throughout most organizations that I've talked with after they were introduced. While I think it's not a terrible idea and less in your face than a popup error message, they need to do something else, perhaps like greying out the rest of the screen for a second in order to draw attention to the prompt bar. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jonas Stumph Stevnsvig Sent: Wednesday, October 16, 2013 8:17 AM To: arslist@ARSLIST.ORG Subject: Re: prompt bar vs popup ** Wasn't there a user preference configuration item to override the setting? We have a lot of users complaining that they don't notice the prompts at the top of the screen... (We just went from itsm 7.6 on ARS 7.6.04 to 8.1) -- Best regards Jonas Stumph Stevnsvig jonas.stu...@stevnsvig.commailto:jonas.stu...@stevnsvig.com jonas.stumph.stevns...@nordea.commailto:jonas.stumph.stevns...@nordea.com On 16/10/2013 15:11 LJ LongWing lj.longw...@gmail.commailto:lj.longw...@gmail.com wrote: ** each message has the ability to choose where (at least active links do)...plus, in the admin console, on the configuration tab, there is the field named 'Use Prompt Bar for'...which controls 'some' messages... On Wed, Oct 16, 2013 at 7:06 AM, Jonas Stumph Stevnsvig arsl...@stevnsvig.commailto:arsl...@stevnsvig.com wrote: ** I seem to recall being able to specify whether I want errors as popups or as those prompts at the top of the page - or a popup displaying the error. But I can't find the setting anywhere - am I hallucinating?-- Best regards Jonas Stumph Stevnsvig jonas.stu...@stevnsvig.commailto:jonas.stu...@stevnsvig.com jonas.stumph.stevns...@nordea.commailto:jonas.stumph.stevns...@nordea.com _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_ Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: prompt bar vs popup
That's a good idea Plus, I don't like that it just stays there until the customer clicks on the X. It could stay there forever, until the customer moves on to another form I've recently started popups again. Lisa -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Wednesday, October 16, 2013 9:22 AM To: arslist@ARSLIST.ORG Subject: Re: prompt bar vs popup ** This is a pretty common complaint throughout most organizations that I've talked with after they were introduced. While I think it's not a terrible idea and less in your face than a popup error message, they need to do something else, perhaps like greying out the rest of the screen for a second in order to draw attention to the prompt bar. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jonas Stumph Stevnsvig Sent: Wednesday, October 16, 2013 8:17 AM To: arslist@ARSLIST.ORG Subject: Re: prompt bar vs popup ** Wasn't there a user preference configuration item to override the setting? We have a lot of users complaining that they don't notice the prompts at the top of the screen... (We just went from itsm 7.6 on ARS 7.6.04 to 8.1) -- Best regards Jonas Stumph Stevnsvig jonas.stu...@stevnsvig.com jonas.stumph.stevns...@nordea.com On 16/10/2013 15:11 LJ LongWing lj.longw...@gmail.com mailto:lj.longw...@gmail.com wrote: ** each message has the ability to choose where (at least active links do)...plus, in the admin console, on the configuration tab, there is the field named 'Use Prompt Bar for'...which controls 'some' messages... On Wed, Oct 16, 2013 at 7:06 AM, Jonas Stumph Stevnsvig arsl...@stevnsvig.com wrote: ** I seem to recall being able to specify whether I want errors as popups or as those prompts at the top of the page - or a popup displaying the error. But I can't find the setting anywhere - am I hallucinating?-- Best regards Jonas Stumph Stevnsvig jonas.stu...@stevnsvig.com mailto:jonas.stu...@stevnsvig.com jonas.stumph.stevns...@nordea.com mailto:jonas.stumph.stevns...@nordea.com _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_ Private and confidential as detailed here http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access hyperlink, please e-mail sender. _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
analyze your remedy's applications with ARSurf
Good morning, if you are interested there is a new tool able to help Remedy developers. For additional information click here www.arsurf.it. Best regards, ARSurf Team ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Template Assignment Flow
Well I don’t think users/managers are going to like any of the auto-assignment options, so that might lead to a business process change. On a similar note, is there a way in a Task Template to set the Assigned Group and Assignee to read the values from the Parent Work Order? As an example, I create a Task Template. Then I create a Work Order and assign it to myself (My Group Me). When I use the template, in the task created the Assigned Group is “My Group” and the Assignee is “Me”. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Tuesday, October 15, 2013 3:20 PM To: arslist@ARSLIST.ORG Subject: Re: Template Assignment Flow ** In order for the task to go to Assigned you need to have an assignee. In order to do that, you will probably need to use the round robin assignment option. Then, you would set up all your tasks in a sequence of 1-5 in the task group. Is that what you're looking for? Sent from my iPhone On Oct 15, 2013, at 2:28 PM, Brittain, Mark mbritt...@navisite.commailto:mbritt...@navisite.com wrote: ** Hi All, I have been experimenting with Tasks/Templates/Group Templates for a good chunk of the day and have not been able to get the desired flow. Basically I want to create a Work Order, use a Task Group Template and then once the Status of the Work Order is set In-Progress, the tasks are assigned one at a time in order without further human intervention. I am doing this with Work Orders but should apply to the other applications. I want to create 5 Task Templates and put them in a Task Group Template, sequenced 1-5. Each Task is for a different Assigned Group and the Assignee is blank. Can’t use the assignment engine to assign to a person. What happens OOB: When the status of Work Order to In-Progress, the Status of the first Task changes to Pending/Assignment and 2-5 are Staged. Then someone has to set the Status to Assigned. Once the first Task is Closed, the second becomes Pending/Assignment and someone has to assign that one out. Same for tasks 3-5. What I need to have happen: When the status of Work Order to In-Progress, the Status of the first Task changes to Assigned and 2-5 are Staged. Then when the first Task is Closed, the second becomes Assigned. Same for tasks 3-5. Is that possible? I would think so and I am just not getting what the guide is saying. ARS 7.6.04 SP3 ITSM 7.6.04 SP3 Thanks Mark This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the 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 E-mail and any printout. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: EXT :Re: Filter Assigned Group Menu by Contact Compay
Joe, Thank you for some input, unfortunately, I can't include a display only field in the menu qualification for the Assigned Group menu correct? Last time I tried this for a different effort, it didn't work. --Brian From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza Sent: Wednesday, October 16, 2013 1:45 AM To: arslist@ARSLIST.ORG Subject: EXT :Re: Filter Assigned Group Menu by Contact Compay ** If I have understood you right, you do not want the value saved to the DB and hence cleared after the transaction. Why not have that field as a Display Only field? Joe From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kalicki, Brian J (IS) Sent: Tuesday, October 15, 2013 6:55 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Filter Assigned Group Menu by Contact Compay Good evening List, I am finally getting around to taking a look at our current customizations surrounding multi-tenancy. In our case, we have a leveraged service desk model, where an individual at the call center has access to multiple tenants. So far, we have done a pretty good job of creating workflow (only for Incidents at this time) to not allow an individual with access to multiple tenants to cross company boundaries, primary example is Assigned Group; currently, on submit or modify, workflow checks Contact Company against Assigned Support Company, if they match, Ok, if not, error. This particular workflow is causing other issues, so I have decided to look into the possibility of filtering the Assigned Group menu for support groups related to the selected Contact Company. Here is what I have done so far: 1. Created a custom field called CompanyChk and placed this field on CTM:Support Group (This will be referred to as the check field) 2. Created an ActiveLink on HPD:Help Desk, on Menu selection of Contact Company a. Push Contact Company to the check field on CTM:Support Group 3. Modified the menu qualification on HPD:Help Desk; Assigned Group, to check Company = CompanyChk At this point, it works as intended, but since I am not clearing the check field, the next person who has access to the particular company will see the support groups even if the Contact Company is different for the ticket they are creating. This also goes for tickets they are modifying after submit. I am afraid that if I put in more workflow to clear the check field, there will be A LOT of write activities to the database and cause performance issues. I believe this to be true as I will have to add workflow to clear it after, say Submit, but then push the contact company again on modify. Any ideas or thoughts would be appreciated as I have not been able to find anyone else who has attempted the same. Regards, --Brian _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Moving VMWare environments
Has anyone ever experienced and performance (CPU/Memory) issues when moving AR servers from one VMWare environment to another. We are on 7.6.04 and had some issues over a year ago and when the servers got moved to a new VMWare environment it fixed it. We then this past week moved our servers to another VMware environment and since then the CPU add odd intervals will just spike and never release any resources. We had also applied RedHat updates at the same time when the servers were migrated. I can't say for sure moving the VMs are what has caused problems, but it just seems like a coincidence. BMC Support has yet been able to figure it out and has really not been responsive at all. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
CMDB - mobile phones - where?
Looking to start tracking mobile phones in Remedy CMDB. I've looked at the CMDB data model but am unsure where mobile phones should be tracked. Ideally we would need a field to capture the phone number. To those of you who are tracking mobile phones, where are you doing it? Thanks, Marcelo ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: CMDB - mobile phones - where?
There is no class for telecom assets so I created one. Of course you can always argue that mobile devices in general are really Computer Systems now. They all have an OS, memory, chipset, extended memory capability (except Apple and that's because they hate you wanting to store stuff outside of their reach). From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A Sent: Wednesday, October 16, 2013 10:53 AM To: arslist@ARSLIST.ORG Subject: CMDB - mobile phones - where? ** Looking to start tracking mobile phones in Remedy CMDB. I've looked at the CMDB data model but am unsure where mobile phones should be tracked. Ideally we would need a field to capture the phone number. To those of you who are tracking mobile phones, where are you doing it? Thanks, Marcelo _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: CMDB - mobile phones - where?
We use the computer system class to store the device, adding Tier 2 Telecommunication and federated data to store other information like phone number (original changed), PIN, SIM, etc. instead of adding fields. Thanks! Sandra Hennigan Remedy Developer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A Sent: Wednesday, October 16, 2013 11:53 AM To: arslist@ARSLIST.ORG Subject: CMDB - mobile phones - where? ** Looking to start tracking mobile phones in Remedy CMDB. I've looked at the CMDB data model but am unsure where mobile phones should be tracked. Ideally we would need a field to capture the phone number. To those of you who are tracking mobile phones, where are you doing it? Thanks, Marcelo _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: CMDB - mobile phones - where?
Thank you Tommy and Sandra. Sandra, so the federated data is stored in another system? Today, we store all mobile phone info in a home grown application. We are trying to do away with that app and move it to Remedy CMDB. I think I may leverage the Computer System form and add the needed fields. Thanks, Marcelo From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra Sent: Wednesday, October 16, 2013 11:28 AM To: arslist@ARSLIST.ORG Subject: Re: CMDB - mobile phones - where? ** We use the computer system class to store the device, adding Tier 2 Telecommunication and federated data to store other information like phone number (original changed), PIN, SIM, etc. instead of adding fields. Thanks! Sandra Hennigan Remedy Developer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A Sent: Wednesday, October 16, 2013 11:53 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: CMDB - mobile phones - where? ** Looking to start tracking mobile phones in Remedy CMDB. I've looked at the CMDB data model but am unsure where mobile phones should be tracked. Ideally we would need a field to capture the phone number. To those of you who are tracking mobile phones, where are you doing it? Thanks, Marcelo _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: EXT :Re: Filter Assigned Group Menu by Contact Compay
No if you have a search menu and want to include that field in the search menu qualification, it has to be a data field. What really is your business requirement that you need a functionality such as this? Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kalicki, Brian J (IS) Sent: Wednesday, October 16, 2013 10:57 AM To: arslist@ARSLIST.ORG Subject: Re: EXT :Re: Filter Assigned Group Menu by Contact Compay Joe, Thank you for some input, unfortunately, I can't include a display only field in the menu qualification for the Assigned Group menu correct? Last time I tried this for a different effort, it didn't work. --Brian From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza Sent: Wednesday, October 16, 2013 1:45 AM To: arslist@ARSLIST.ORG Subject: EXT :Re: Filter Assigned Group Menu by Contact Compay ** If I have understood you right, you do not want the value saved to the DB and hence cleared after the transaction. Why not have that field as a Display Only field? Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kalicki, Brian J (IS) Sent: Tuesday, October 15, 2013 6:55 PM To: arslist@ARSLIST.ORG Subject: Filter Assigned Group Menu by Contact Compay Good evening List, I am finally getting around to taking a look at our current customizations surrounding multi-tenancy. In our case, we have a leveraged service desk model, where an individual at the call center has access to multiple tenants. So far, we have done a pretty good job of creating workflow (only for Incidents at this time) to not allow an individual with access to multiple tenants to cross company boundaries, primary example is Assigned Group; currently, on submit or modify, workflow checks Contact Company against Assigned Support Company, if they match, Ok, if not, error. This particular workflow is causing other issues, so I have decided to look into the possibility of filtering the Assigned Group menu for support groups related to the selected Contact Company. Here is what I have done so far: 1. Created a custom field called CompanyChk and placed this field on CTM:Support Group (This will be referred to as the check field) 2. Created an ActiveLink on HPD:Help Desk, on Menu selection of Contact Company a. Push Contact Company to the check field on CTM:Support Group 3. Modified the menu qualification on HPD:Help Desk; Assigned Group, to check Company = CompanyChk At this point, it works as intended, but since I am not clearing the check field, the next person who has access to the particular company will see the support groups even if the Contact Company is different for the ticket they are creating. This also goes for tickets they are modifying after submit. I am afraid that if I put in more workflow to clear the check field, there will be A LOT of write activities to the database and cause performance issues. I believe this to be true as I will have to add workflow to clear it after, say Submit, but then push the contact company again on modify. Any ideas or thoughts would be appreciated as I have not been able to find anyone else who has attempted the same. Regards, --Brian _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: analyze your remedy's applications with ARSurf
For informational purposes, may we know who are the team members supporting this enterprise? Cheers Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Support ARSurf Sent: Wednesday, October 16, 2013 9:52 AM To: arslist@ARSLIST.ORG Subject: analyze your remedy's applications with ARSurf Good morning, if you are interested there is a new tool able to help Remedy developers. For additional information click here www.arsurf.it. Best regards, ARSurf Team ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: EXT :Re: Filter Assigned Group Menu by Contact Compay
Our Service Desk supports multiple tenants within Remedy. For example, we have Company A, B and C. Service Desk Agent 1 supports Company A and C, while Service Desk Agent 2 supports Company A, B and C.In relation to just Incidents (for this example), out of the box, if you have access to multiple tenants(companies), the Assigned Group menu gives you all the companies you have access to, therefor, you are able to create an Incident ticket for Customer in Company A and assign the ticket to a support group in Company B. We have workflow today that checks the Assigned Support Company against the Contact Company, which is checked on Submit and Modify. What I am driving to is making it cleaner and have Remedy display the relevant information for the current Contact Company. With that, taking the example above, when Service Desk Agent 1 creates an Incident ticket for Customer in Company A, the support group menu will only show support groups for Company A, it shouldn't show support groups for Company C. Brian Kalicki Remedy AR System Administrator Northrop Grumman Information Systems IT Systems and Solutions From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza Sent: Wednesday, October 16, 2013 2:00 PM To: arslist@ARSLIST.ORG Subject: Re: EXT :Re: Filter Assigned Group Menu by Contact Compay ** No if you have a search menu and want to include that field in the search menu qualification, it has to be a data field. What really is your business requirement that you need a functionality such as this? Joe From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kalicki, Brian J (IS) Sent: Wednesday, October 16, 2013 10:57 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: EXT :Re: Filter Assigned Group Menu by Contact Compay Joe, Thank you for some input, unfortunately, I can't include a display only field in the menu qualification for the Assigned Group menu correct? Last time I tried this for a different effort, it didn't work. --Brian From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza Sent: Wednesday, October 16, 2013 1:45 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: EXT :Re: Filter Assigned Group Menu by Contact Compay ** If I have understood you right, you do not want the value saved to the DB and hence cleared after the transaction. Why not have that field as a Display Only field? Joe From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kalicki, Brian J (IS) Sent: Tuesday, October 15, 2013 6:55 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Filter Assigned Group Menu by Contact Compay Good evening List, I am finally getting around to taking a look at our current customizations surrounding multi-tenancy. In our case, we have a leveraged service desk model, where an individual at the call center has access to multiple tenants. So far, we have done a pretty good job of creating workflow (only for Incidents at this time) to not allow an individual with access to multiple tenants to cross company boundaries, primary example is Assigned Group; currently, on submit or modify, workflow checks Contact Company against Assigned Support Company, if they match, Ok, if not, error. This particular workflow is causing other issues, so I have decided to look into the possibility of filtering the Assigned Group menu for support groups related to the selected Contact Company. Here is what I have done so far: 1. Created a custom field called CompanyChk and placed this field on CTM:Support Group (This will be referred to as the check field) 2. Created an ActiveLink on HPD:Help Desk, on Menu selection of Contact Company a. Push Contact Company to the check field on CTM:Support Group 3. Modified the menu qualification on HPD:Help Desk; Assigned Group, to check Company = CompanyChk At this point, it works as intended, but since I am not clearing the check field, the next person who has access to the particular company will see the support groups even if the Contact Company is different for the ticket they are creating. This also goes for tickets they are modifying after submit. I am afraid that if I put in more workflow to clear the check field, there will be A LOT of write activities to the database and cause performance issues. I believe this to be true as I will have to add workflow to clear it after, say Submit, but then push the contact company again on modify. Any ideas or thoughts would be appreciated as I have not been able to find anyone else who has attempted the same. Regards, --Brian _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_
OT: MT flush
Don't you hate it when you accidentally flush the MT cache in PROD instead of DEV? ...Oops ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
list of defects/bugs
I spoke to someone in regard to getting a list of all BMC of defects/bugs for v7.6.04. does anyone know where I can get one? We seem to have to hunt and peck for all we find. thanks Tricia Adams Principal Application Analyst|Enterprise Services|DST Systems, Inc. p 816.435.8676 f 816.843.5585 e tad...@dstsystems.commailto:tad...@dstsystems.com w www.dstsystems.comhttp://www.dstsystems.com/ - Please consider the environment before printing this email and any attachments. This e-mail and any attachments are intended only for the individual or company to which it is addressed and may contain information which is privileged, confidential and prohibited from disclosure or unauthorized use under applicable law. If you are not the intended recipient of this e-mail, you are hereby notified that any use, dissemination, or copying of this e-mail or the information contained in this e-mail is strictly prohibited by the sender. If you have received this transmission in error, please return the material received to the sender and delete all copies from your system. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: list of defects/bugs
I do not think you can get a list of open items from BMC Support. Depending on what patch you are on you can get the list of fixes on later patches from the EPD site. -Original Message- From: Adams, Tricia tad...@dstsystems.com To: arslist arslist@ARSLIST.ORG Sent: Wed, Oct 16, 2013 5:25 pm Subject: list of defects/bugs ** I spoke to someone in regard to getting a list of all BMC of defects/bugs for v7.6.04. does anyone know where I can get one? We seem to have to hunt and peck for all we find. thanks Tricia Adams Principal Application Analyst|Enterprise Services|DST Systems, Inc. p 816.435.8676 f 816.843.5585 e tad...@dstsystems.com w www.dstsystems.com Please consider the environment before printing this email and any attachments. This e-mail and any attachments are intended only for the individual or company to which it is addressed and may contain information which is privileged, confidential and prohibited from disclosure or unauthorized use under applicable law. If you are not the intended recipient of this e-mail, you are hereby notified that any use, dissemination, or copying of this e-mail or the information contained in this e-mail is strictly prohibited by the sender. If you have received this transmission in error, please return the material received to the sender and delete all copies from your system. _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: MT flush
I like the little html script supported by a pl script, someone posted some time ago quite useful, which can avoid accidents like that.. You can create your own html page and have separate entries for each server, each indicating which server it is. It basically is a custom html page that has a button for each server with the server name clearly indicated on each button. I used that script and modified it a wee bit to include 3 different servers so I won't accidentally flush the wrong cache. Search for FlushCache.html file on the archives and you might find the original posting where you might find the two files. Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A Sent: Wednesday, October 16, 2013 4:52 PM To: arslist@ARSLIST.ORG Subject: OT: MT flush Don't you hate it when you accidentally flush the MT cache in PROD instead of DEV? .Oops _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 image001.jpg
Re: Help button in ITSM 8.1 not working
There has to be as setup file (a bat file on windows if I remember correctly). Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sagar Valse Sent: Wednesday, October 16, 2013 4:08 AM To: arslist@ARSLIST.ORG Subject: Re: Help button in ITSM 8.1 not working ** Hello Laurent, Yes i had found 2 folder there 1 was online documentation and other was offline documentation. I have downloaded the offline documentation zip but i dont see a installer in the downloaded zip. I see a localhelp folder inside the docs.My question is how do i make the help button work. Thanks and Regards, Sagar On Wed, Oct 16, 2013 at 1:17 PM, laurent matheo lm...@me.com wrote: ** The help file should be on EPD « BMCRemedyITSMSuite8.1.00.help.zip » for ITSM. You can find it on EPD, search for « BMC Remedy IT Service Management », then select the 8.1 version, then for example « Remedy Asset Management Application 8.1.00 » and youll see « Help System BMC remedy ». Laurent. De : Joe D'Souza jdso...@shyle.net Société : Shyle Networks Répondre à : arslist@ARSLIST.ORG Date : mercredi 16 octobre 2013 09:38 À : arslist@ARSLIST.ORG Objet : Re: Help button in ITSM 8.1 not working ** I havent worked with ITSM 8.x as yet but yes there were separate installers available for ITSM help right from ITSM 5.x. Im guessing they have continued it that way.. Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sagar Valse Sent: Wednesday, October 16, 2013 3:36 AM To: arslist@ARSLIST.ORG Subject: Help button in ITSM 8.1 not working ** Hello All, Is anyone aware if there is any installer available for ITSM 8.1 help.Currently the help button is not working and i was getting error Help has not been installed. For information about installing help, see the ITSM Installation Guide. (ARERR 45120) I have searched EPD but wasn't able to find installer. Thanks and Regards, Sagar _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: EXT :Re: Filter Assigned Group Menu by Contact Compay
Can't you do that simply by removing Unrestricted Access and granting access to only the companies that the agents should see with restricted access? Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kalicki, Brian J (IS) Sent: Wednesday, October 16, 2013 4:26 PM To: arslist@ARSLIST.ORG Subject: Re: EXT :Re: Filter Assigned Group Menu by Contact Compay Our Service Desk supports multiple tenants within Remedy. For example, we have Company A, B and C. Service Desk Agent 1 supports Company A and C, while Service Desk Agent 2 supports Company A, B and C.In relation to just Incidents (for this example), out of the box, if you have access to multiple tenants(companies), the Assigned Group menu gives you all the companies you have access to, therefor, you are able to create an Incident ticket for Customer in Company A and assign the ticket to a support group in Company B. We have workflow today that checks the Assigned Support Company against the Contact Company, which is checked on Submit and Modify. What I am driving to is making it cleaner and have Remedy display the relevant information for the current Contact Company. With that, taking the example above, when Service Desk Agent 1 creates an Incident ticket for Customer in Company A, the support group menu will only show support groups for Company A, it shouldn't show support groups for Company C. Brian Kalicki Remedy AR System Administrator Northrop Grumman Information Systems IT Systems and Solutions From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza Sent: Wednesday, October 16, 2013 2:00 PM To: arslist@ARSLIST.ORG Subject: Re: EXT :Re: Filter Assigned Group Menu by Contact Compay ** No if you have a search menu and want to include that field in the search menu qualification, it has to be a data field. What really is your business requirement that you need a functionality such as this? Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kalicki, Brian J (IS) Sent: Wednesday, October 16, 2013 10:57 AM To: arslist@ARSLIST.ORG Subject: Re: EXT :Re: Filter Assigned Group Menu by Contact Compay Joe, Thank you for some input, unfortunately, I can't include a display only field in the menu qualification for the Assigned Group menu correct? Last time I tried this for a different effort, it didn't work. --Brian From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza Sent: Wednesday, October 16, 2013 1:45 AM To: arslist@ARSLIST.ORG Subject: EXT :Re: Filter Assigned Group Menu by Contact Compay ** If I have understood you right, you do not want the value saved to the DB and hence cleared after the transaction. Why not have that field as a Display Only field? Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kalicki, Brian J (IS) Sent: Tuesday, October 15, 2013 6:55 PM To: arslist@ARSLIST.ORG Subject: Filter Assigned Group Menu by Contact Compay Good evening List, I am finally getting around to taking a look at our current customizations surrounding multi-tenancy. In our case, we have a leveraged service desk model, where an individual at the call center has access to multiple tenants. So far, we have done a pretty good job of creating workflow (only for Incidents at this time) to not allow an individual with access to multiple tenants to cross company boundaries, primary example is Assigned Group; currently, on submit or modify, workflow checks Contact Company against Assigned Support Company, if they match, Ok, if not, error. This particular workflow is causing other issues, so I have decided to look into the possibility of filtering the Assigned Group menu for support groups related to the selected Contact Company. Here is what I have done so far: 1. Created a custom field called CompanyChk and placed this field on CTM:Support Group (This will be referred to as the check field) 2. Created an ActiveLink on HPD:Help Desk, on Menu selection of Contact Company a. Push Contact Company to the check field on CTM:Support Group 3. Modified the menu qualification on HPD:Help Desk; Assigned Group, to check Company = CompanyChk At this point, it works as intended, but since I am not clearing the check field, the next person who has access to the particular company will see the support groups even if the Contact Company is different for the ticket they are creating. This also goes for tickets they are modifying after submit. I am afraid that if I put in more workflow to clear the check field, there will be A LOT of write activities to the database and cause performance issues. I believe this to be true as I will have to add workflow to
