Filter COM:DCL:ValidateNavTiersUnique_SetErr_205 defined on the COM:LoadCompany form...

[Joe D'Souza]

There is a Filter by the name of COM:DCL:ValidateNavTiersUnique_SetErr_205.

 

The name suggests that the filter would test if the Navigation Tier on that
record is unique.

 

But the actions behind it hardly do what the name suggest it would do.

 

The Filter is set to run on Modify with the Run If condition defined as:

(('Navigation Menu01' != $NULL$) OR ('Navigation Menu02' != $NULL$) OR
('Navigation Menu03' != $NULL$)) AND (('Navigation Menu01' != 'DB.Navigation
Menu01') OR ('Navigation Menu02' != 'DB.Navigation Menu02') OR ('Navigation
Menu03' != 'DB.Navigation Menu03')) AND (('z1D Action' = "VALIDATE") OR
('z1D Action' = "VALIDATELOAD")) AND ('DL_Status' != "Promoted")

 

All this condition checks for is if the value of the menu has changed from
the DB value of the menu. So basically the Set Fields will happen to set the
Error_Flag only if the navigation menu has changed on any Modify action from
what is already in the database.

 

Has anyone else wondered about this and brought it up with BMC Support?

 

Not that it makes a damn difference to the working of the form and the rest
of the workflow, but if they really wanted to test if the Navigation Menu is
unique, this filter would hardly do that.

 

There are another couple of filters firing after this one that actually does
the tier comparison to check if the combination exists.

 

Joe


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Re: BMC Support web site SLLLLOOWWWW

[Joe D'Souza]

I experienced a little bit of slowness in a couple of product menus while
working on a Issue I had created but not as slow as you describe.. It was
click count - 1 - 2 - 3 - 4 - 5 on the second and then it would respond as
opposed to click and respond before you can count 1.

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Bennett, Craig
Sent: Thursday, September 11, 2014 12:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Support web site SOO

 

Sort of: click on something, go for coffee, come back and it is almost
loaded slow. Slow to the point that I cannot figure out if I accidently did
not click on something and that's why there is no action.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Thursday, September 11, 2014 11:10 AM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Support web site SOO

 

** 

What part of the support web? The issue management seems to work ok at an
expected speed.

 

The menu selections showed some slowness after selecting a menu item, the
menu stayed open a few seconds as though my click did not work. But other
than that I didn't notice anything else that was particularly slow.

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Bennett, Craig
Sent: Thursday, September 11, 2014 8:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Support web site SOO

 

It is sort of like running through water how slow it was

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of BradRemedy
Sent: Thursday, September 11, 2014 5:13 AM
To: arslist@ARSLIST.ORG
Subject: BMC Support web site SOO

 

** 

Hi


Anyone else getting very slow response from the BMC support website ?
Everything is slow, takes forever to load and I seem to be getting a lot of
timeouts.

 

Makes searching for software, patches or fixes EXTREMELY irritating.

 

I really wish that they would sort this out. 

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Re: Resolved Tickets

[Omega LiPO]

Hi JD,  you are right, agreed with you. The reason is that the customised form, 
don't have the resolved status, and jumped yo closed.  No one knew why that was 
done long long time ago. 
I am still struggling to INSERT back the status , or build the "reborn" button. 

Hi Joel, 

Your guessing are right, too. The customer got a system tight-in so don't want 
to change the initial-ticket-id, so as to "highlight" the lengthy outage time.  
The engine don't want repeat cases, we all knew how-troublesomely about the 
repeat cases to management. 

So, I need to fix the situation, and thanks to have this arslist for 
mind-sharing. 

Any other suggestions are welcome. 

Thanks,
Omega LiPO
omegal...@gmail.com

-Original Message-
From: "Joel Sender" 
Sent: ‎12/‎9/‎2014 3:16
To: "arslist@ARSLIST.ORG" 
Subject: Re: Resolved Tickets

** 
I agree with the previous responses: Closed is Closed – no re-opening.
It sounds like you have a REQUESTER issue. 
Insisting upon re-opening the original will actually work against the Requester.
A new, related case will first have to determine if the SAME problem has 
resurfaced.
If the problem was, for example, the inability to print, the root cause may 
originally be ‘out of paper’,
But the next occurrence could have been a lack of ink/toner, unplugged cable, 
or a broken printer.
Even if it’s the same symptom & root cause, a new ticket will create MORE 
visibility of a repetitive Problem than a re-open.
Of course, if they insist and pull rank, open a Change Request to become LESS 
ITIL compliant & see what happens ;-)
HTH,
Joel
Joel Senderjdsen...@earthlink.net310.829.5552
 
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of JD Hood
Sent: Thursday, September 11, 2014 11:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: Resolved Tickets
 
** 
"...Thus, thinking to have a super button called "reborn" to allow super-admin 
to rollback , only the status, to 1-step before closed status, likely pending 
or wip.  I knew it is "evil", but... Any good suggestion, except open a new 
ticket. .."
 
Well, when set to resolved, a timer initiates that will cause the system to 
automatically close the ticket after a number of days that you can configure 
(5, 10, 15, whatever # of days). 
 
In the meantime, the customer is sent a notification that the ticket is 
resolved and they should confirm the resolution. You can even add to the 
notification that the ticket will auto-close in "x" days to *remind* the 
customer. 
 
If they DO contact you within the time period and say the problem persists, 
then you can re-open from "resolved" (as it hasn't auto-closed yet). 
 
If they do not recontact you within the time period, the system automatically 
closes the ticket and you don't have "resolved" tickets sitting around forever.
 
If they contact you after the resolved time limit expired and the ticket was 
auto-closed, then they *truly* need to open a new ticket. This should not be an 
issue as the new ticket can be related to the original and/or even *created* 
from the original. 
 
All of the above is available "OUT OF THE BOX" without any 
Dev-Studio/Development customization required, in the current version of Remedy 
ITSM.
 
The alternative is that you have tickets sitting around in a resolved state 
potentially forever, forgotten and buried wy down in the results lists of 
years gone by.
 
Besides, if there are more than "x" days between occurrences with no issues in 
between, is it truly the same incident or a (wholly separate, or recurring, or 
related) incident? Maybe it is, or maybe it isn't... I'm not sure of your 
situation...
 
At some point, the business should be able to declare a ticket closed. Period. 
Fini. Done. I see no compelling business reason to re-open a "closed" ticket 
when you can leave them in "resolved" with ample opportunity for the customer 
to confirm and re-open within a *reasonable* amount of time. 
 
So, given all of the above, can you share the reason why your customer *must* 
be allowed to re-open a "closed" ticket? 
 
Thanks!
-JDHood
 
 
On Thu, Sep 11, 2014 at 11:41 AM, Omega LiPO  wrote:
** 
Agreed, resolved:yes, closed:no.
But... My client workflow, don't have resolved status. 

Thus, thinking to have a super button called "reborn" to allow super-admin to 
rollback , only the status, to 1-step before closed status, likely pending or 
wip. 

I knew it is "evil", but... Any good suggestion, except open a new ticket. 

Many thanks, and sorry for shifting the original question. 



From: Rick Westbrock
Sent: ‎11/‎9/‎2014 23:30

To: arslist@ARSLIST.ORG
Subject: Re: Resolved Tickets
** 
I believe that you must open a new ticket and related it to the closed ticket. 
That helps build a history and provides impetus to possibly create a Problem 
record.
 
I assume that you plan on re-opening the ticket by exporting to an ARX file, 
massaging the data and importing back into the system but I can’t tell you what 
sid

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512.963.3809
echast...@actionet.com

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RESOLVED: E-mail engine not getting POP3 messages (Linux) but not logging errors

[Rick Westbrock]

I finally got some scripting to do exactly what I needed. I did it the kludgy 
way for now but it works. I first had to use Autoexpect to help me build a 
script to connect to the mailbox via openssl s_client, then issue the STAT 
command to get the message count. I tweaked that Expect script and used the 
log_file command to send the output to a text file.

I then wrote a BASH script that first calls the Expect script, then parses the 
resulting text file to get out the number of messages queued up; if that is 
greater than zero then it uses mailx to send me an alert so that I can bounce 
the e-mail engine. Phase two will be modifying the script so that it will 
bounce the e-mail engine and just send an informational (instead of actionable) 
e-mail to notify me that there had been messages queued but the engine was 
restarted.

Of course the problem hasn’t reoccurred since my last message on 9/5. I did get 
a successful test last night though, I put the script in the crontab to run 
every one minute and since the e-mail engine only polls the mailbox every two 
minutes I got several alerts overnight. In the future I will investigate using 
Ruby or Perl instead so that I can leverage existing POP3 libraries but for now 
this addresses my problem (even if it isn’t in the most elegant manner). My 
script is now running every ten minutes which gives the e-mail engine at least 
four tries to pull down messages.

In case anyone is curious the STAT command returns this sort of output 
(including the line break) where the first integer is message count and the 
second is total size:
stat
+OK 14 3561

That made it slightly more difficult to parse out what I needed which is the 
first integer after the OK. I ended up chaining two awk commands together to do 
it.

awk '/stat/,/+OK/' $ETC_DIR/output.txt | awk '{print $2}'


-Rick


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Westbrock
Sent: Friday, September 05, 2014 2:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: E-mail engine not getting POP3 messages (Linux) but not logging 
errors

**
Theo-

Actually that is a good solution and we have something almost exactly like that 
in place. That works well in restarting the service and since our script sends 
a notification I know that it fires off every week or two (we don’t have very 
much e-mail volume). My current issue is that our script doesn’t catch the fact 
that the engine is not pulling down the messages so it never stops the service.

That being said the script predates me here so I need to read it through and 
see if it references the specific string you mentioned. If not that might be my 
magic bullet.

Thanks for the suggestion!

Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Theo Fondse (GMail)
Sent: Wednesday, September 03, 2014 11:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: E-mail engine not getting POP3 messages (Linux) but not logging 
errors

**
Rick,

We were also running 7.1 on RHEL up until a couple of weeks ago, and also had 
to deal with reliability issues with the Remedy Email Engine stopping to 
process mail without any warning or without inscriptions in the debug log that 
points to any real issues or leads to what the issue might be….. very 
frustrating……

We send and receive a lot of e-mail to/from our Remedy server and users have 
become quite dependant on the e-mails (against our better advice), so we got 
into a lot of hot water every time someone discovered that mail was not being 
processed.
This meant that we had to log a daily maintenance call for whoever’s turn it is 
to be on standby for the week to restart the Remedy Email Engine and babysit 
the Email Engine to clear out the unprocessed mail queue. This was NOT fun……

In response to this I implemented a workaround and our Remedy Email Engine woes 
disappeared….
Emails continued to be processed 24/7 and we did not get lambasted any more by 
angry users about emails not being sent/received.

This workaround was quite simple to implement:


1)  Configure the Remedy Email Engine to write to the debug log.

2)  Write a small shell script to monitor the debug log file for 
inscriptions of “/221 2.0.0 Service closing transmission channel” and kill the 
Email Engine process once the inscriptions appear.

(Since the Email Engine is taking a nap for a while when it writes this line to 
the log, it means that you are not killing it whilst it is busy processing 
mail.)

Old Faithful ARMonitor will do it’s job immediately and start the Email Engine 
right up again (unless your email engine is running on a different server from 
your ARSystem server – then your script will have to start the Email Engine up 
again).

3)  Schedule the script as a cron job to run once an hour.

This is not the most desirable or elegant method, and some might call it crude, 
but it has the end result of emails being proces

Re: Resolved Tickets

[Joel Sender]

I agree with the previous responses: Closed is Closed – no re-opening.

It sounds like you have a REQUESTER issue.

Insisting upon re-opening the original will actually work against the Requester.

A new, related case will first have to determine if the SAME problem has 
resurfaced.

If the problem was, for example, the inability to print, the root cause may 
originally be ‘out of paper’,

But the next occurrence could have been a lack of ink/toner, unplugged cable, 
or a broken printer.

Even if it’s the same symptom & root cause, a new ticket will create MORE 
visibility of a repetitive Problem than a re-open.

Of course, if they insist and pull rank, open a Change Request to become LESS 
ITIL compliant & see what happens ;-)

HTH,

Joel

Joel Senderjdsen...@earthlink.net310.829.5552



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of JD Hood
Sent: Thursday, September 11, 2014 11:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: Resolved Tickets



**

"...Thus, thinking to have a super button called "reborn" to allow super-admin 
to rollback , only the status, to 1-step before closed status, likely pending 
or wip.  I knew it is "evil", but... Any good suggestion, except open a new 
ticket. .."



Well, when set to resolved, a timer initiates that will cause the system to 
automatically close the ticket after a number of days that you can configure 
(5, 10, 15, whatever # of days).



In the meantime, the customer is sent a notification that the ticket is 
resolved and they should confirm the resolution. You can even add to the 
notification that the ticket will auto-close in "x" days to *remind* the 
customer.



If they DO contact you within the time period and say the problem persists, 
then you can re-open from "resolved" (as it hasn't auto-closed yet).



If they do not recontact you within the time period, the system automatically 
closes the ticket and you don't have "resolved" tickets sitting around forever.



If they contact you after the resolved time limit expired and the ticket was 
auto-closed, then they *truly* need to open a new ticket. This should not be an 
issue as the new ticket can be related to the original and/or even *created* 
from the original.



All of the above is available "OUT OF THE BOX" without any 
Dev-Studio/Development customization required, in the current version of Remedy 
ITSM.



The alternative is that you have tickets sitting around in a resolved state 
potentially forever, forgotten and buried wy down in the results lists of 
years gone by.



Besides, if there are more than "x" days between occurrences with no issues in 
between, is it truly the same incident or a (wholly separate, or recurring, or 
related) incident? Maybe it is, or maybe it isn't... I'm not sure of your 
situation...



At some point, the business should be able to declare a ticket closed. Period. 
Fini. Done. I see no compelling business reason to re-open a "closed" ticket 
when you can leave them in "resolved" with ample opportunity for the customer 
to confirm and re-open within a *reasonable* amount of time.



So, given all of the above, can you share the reason why your customer *must* 
be allowed to re-open a "closed" ticket?



Thanks!

-JDHood





On Thu, Sep 11, 2014 at 11:41 AM, Omega LiPO  wrote:

**

Agreed, resolved:yes, closed:no.
But... My client workflow, don't have resolved status.

Thus, thinking to have a super button called "reborn" to allow super-admin to 
rollback , only the status, to 1-step before closed status, likely pending or 
wip.

I knew it is "evil", but... Any good suggestion, except open a new ticket. 

Many thanks, and sorry for shifting the original question.

  _

From: Rick Westbrock 
Sent: ‎11/‎9/‎2014 23:30


To: arslist@ARSLIST.ORG
Subject: Re: Resolved Tickets

**

I believe that you must open a new ticket and related it to the closed ticket. 
That helps build a history and provides impetus to possibly create a Problem 
record.



I assume that you plan on re-opening the ticket by exporting to an ARX file, 
massaging the data and importing back into the system but I can’t tell you what 
side-effects that might cause.





-Rick



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Omega LiPO
Sent: Thursday, September 11, 2014 8:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: Resolved Tickets



**

What-if re-open a closed ticket insisted by customer as the symbol re-occurred.

A bit of from the headline. Any suggested on rollback the status. Or any gotcha?

Please be advised, many thanks
// Omega LiPO

  _

From: Rick Cook 
Sent: ‎11/‎9/‎2014 21:47
To: arslist@ARSLIST.ORG
Subject: Re: Resolved Tickets

**

Yes.




Rick Cook



On Thu, Sep 11, 2014 at 6:36 AM, Roger Nall  wrote:

**

For all of you working with ITSM Remedy, can a Resolved ticket be re-opened?



Thanks,



Roger A Nall

_

Re: Resolved Tickets

[Martinez, Marcelo A]

…But where is the fun in that???  I like “super button”, “reborn”, “evil”

Marcelo – See you @ Engage2014


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of JD Hood
Sent: Thursday, September 11, 2014 1:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Resolved Tickets

**
"...Thus, thinking to have a super button called "reborn" to allow super-admin 
to rollback , only the status, to 1-step before closed status, likely pending 
or wip.  I knew it is "evil", but... Any good suggestion, except open a new 
ticket. .."

Well, when set to resolved, a timer initiates that will cause the system to 
automatically close the ticket after a number of days that you can configure 
(5, 10, 15, whatever # of days).

In the meantime, the customer is sent a notification that the ticket is 
resolved and they should confirm the resolution. You can even add to the 
notification that the ticket will auto-close in "x" days to *remind* the 
customer.

If they DO contact you within the time period and say the problem persists, 
then you can re-open from "resolved" (as it hasn't auto-closed yet).

If they do not recontact you within the time period, the system automatically 
closes the ticket and you don't have "resolved" tickets sitting around forever.

If they contact you after the resolved time limit expired and the ticket was 
auto-closed, then they *truly* need to open a new ticket. This should not be an 
issue as the new ticket can be related to the original and/or even *created* 
from the original.

All of the above is available "OUT OF THE BOX" without any 
Dev-Studio/Development customization required, in the current version of Remedy 
ITSM.

The alternative is that you have tickets sitting around in a resolved state 
potentially forever, forgotten and buried wy down in the results lists of 
years gone by.

Besides, if there are more than "x" days between occurrences with no issues in 
between, is it truly the same incident or a (wholly separate, or recurring, or 
related) incident? Maybe it is, or maybe it isn't... I'm not sure of your 
situation...

At some point, the business should be able to declare a ticket closed. Period. 
Fini. Done. I see no compelling business reason to re-open a "closed" ticket 
when you can leave them in "resolved" with ample opportunity for the customer 
to confirm and re-open within a *reasonable* amount of time.

So, given all of the above, can you share the reason why your customer *must* 
be allowed to re-open a "closed" ticket?

Thanks!
-JDHood


On Thu, Sep 11, 2014 at 11:41 AM, Omega LiPO 
mailto:omegal...@gmail.com>> wrote:
**
Agreed, resolved:yes, closed:no.
But... My client workflow, don't have resolved status.

Thus, thinking to have a super button called "reborn" to allow super-admin to 
rollback , only the status, to 1-step before closed status, likely pending or 
wip.

I knew it is "evil", but... Any good suggestion, except open a new ticket.

Many thanks, and sorry for shifting the original question.

From: Rick Westbrock
Sent: ‎11/‎9/‎2014 23:30

To: arslist@ARSLIST.ORG
Subject: Re: Resolved Tickets
**
I believe that you must open a new ticket and related it to the closed ticket. 
That helps build a history and provides impetus to possibly create a Problem 
record.

I assume that you plan on re-opening the ticket by exporting to an ARX file, 
massaging the data and importing back into the system but I can’t tell you what 
side-effects that might cause.


-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Omega LiPO
Sent: Thursday, September 11, 2014 8:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: Resolved Tickets

**
What-if re-open a closed ticket insisted by customer as the symbol re-occurred.

A bit of from the headline. Any suggested on rollback the status. Or any gotcha?

Please be advised, many thanks
// Omega LiPO

From: Rick Cook
Sent: ‎11/‎9/‎2014 21:47
To: arslist@ARSLIST.ORG
Subject: Re: Resolved Tickets
**
Yes.

Rick Cook

On Thu, Sep 11, 2014 at 6:36 AM, Roger Nall 
mailto:arslist.n...@gmail.com>> wrote:
**
For all of you working with ITSM Remedy, can a Resolved ticket be re-opened?

Thanks,

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

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Re: Resolved Tickets

[JD Hood]

"...Thus, thinking to have a super button called "reborn" to allow
super-admin to rollback , only the status, to 1-step before closed status,
likely pending or wip.  I knew it is "evil", but... Any good suggestion,
except open a new ticket. .."

Well, when set to resolved, a timer initiates that will cause the system to
automatically close the ticket after a number of days that you can
configure (5, 10, 15, whatever # of days).

In the meantime, the customer is sent a notification that the ticket is
resolved and they should confirm the resolution. You can even add to the
notification that the ticket will auto-close in "x" days to *remind* the
customer.

If they DO contact you within the time period and say the problem persists,
then you can re-open from "resolved" (as it hasn't auto-closed yet).

If they do not recontact you within the time period, the system
automatically closes the ticket and you don't have "resolved" tickets
sitting around forever.

If they contact you after the resolved time limit expired and the ticket
was auto-closed, then they *truly* need to open a new ticket. This should
not be an issue as the new ticket can be related to the original and/or
even *created* from the original.

All of the above is available "OUT OF THE BOX" without any
Dev-Studio/Development customization required, in the current version of
Remedy ITSM.

The alternative is that you have tickets sitting around in a resolved state
potentially forever, forgotten and buried wy down in the results lists
of years gone by.

Besides, if there are more than "x" days between occurrences with no issues
in between, is it truly the same incident or a (wholly separate, or
recurring, or related) incident? Maybe it is, or maybe it isn't... I'm not
sure of your situation...

At some point, the business should be able to declare a ticket closed.
Period. Fini. Done. I see no compelling business reason to re-open a
"closed" ticket when you can leave them in "resolved" with ample
opportunity for the customer to confirm and re-open within a *reasonable*
amount of time.

So, given all of the above, can you share the reason why your customer
*must* be allowed to re-open a "closed" ticket?

Thanks!
-JDHood


On Thu, Sep 11, 2014 at 11:41 AM, Omega LiPO  wrote:

> **
> Agreed, resolved:yes, closed:no.
> But... My client workflow, don't have resolved status.
>
> Thus, thinking to have a super button called "reborn" to allow super-admin
> to rollback , only the status, to 1-step before closed status, likely
> pending or wip.
>
> I knew it is "evil", but... Any good suggestion, except open a new ticket.
>
> Many thanks, and sorry for shifting the original question.
>
> --
> From: Rick Westbrock 
> Sent: ‎11/‎9/‎2014 23:30
>
> To: arslist@ARSLIST.ORG
> Subject: Re: Resolved Tickets
>
> **
>
> I believe that you must open a new ticket and related it to the closed
> ticket. That helps build a history and provides impetus to possibly create
> a Problem record.
>
>
>
> I assume that you plan on re-opening the ticket by exporting to an ARX
> file, massaging the data and importing back into the system but I can’t
> tell you what side-effects that might cause.
>
>
>
>
>
> -Rick
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Omega LiPO
> *Sent:* Thursday, September 11, 2014 8:02 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Resolved Tickets
>
>
>
> **
>
> What-if re-open a closed ticket insisted by customer as the symbol
> re-occurred.
>
> A bit of from the headline. Any suggested on rollback the status. Or any
> gotcha?
>
> Please be advised, many thanks
> // Omega LiPO
>  --
>
> *From: *Rick Cook 
> *Sent: *‎11/‎9/‎2014 21:47
> *To: *arslist@ARSLIST.ORG
> *Subject: *Re: Resolved Tickets
>
> **
>
> Yes.
>
>
>   Rick Cook
>
>
>
> On Thu, Sep 11, 2014 at 6:36 AM, Roger Nall 
> wrote:
>
> **
>
> For all of you working with ITSM Remedy, can a Resolved ticket be
> re-opened?
>
>
>
> Thanks,
>
>
>
> Roger A Nall
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>  _ARSlist: "Where the Answers Are" and have been for 20 years_
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>

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Qualifier to extract duplicate/Original Incidents reports

[rajesh]

Hi All,

I have a requirement wherein we want to extract report for the incidents 
(Original) which has number of 
Duplicates.I am aware that "Relationship" type creates it (Original or 
/Duplicate Of).
I am not getting what field/Qualification i should use to extract for the 
incidents which has number of 
Duplicates.

It's ITSM 8.1.

Any help is much appreciated.

Regards,
Raj

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Re: BMC Support web site SLLLLOOWWWW

[Bennett, Craig]

Sort of: click on something, go for coffee, come back and it is almost loaded 
slow. Slow to the point that I cannot figure out if I accidently did not click 
on something and that's why there is no action.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Thursday, September 11, 2014 11:10 AM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Support web site SOO

**
What part of the support web? The issue management seems to work ok at an 
expected speed.

The menu selections showed some slowness after selecting a menu item, the menu 
stayed open a few seconds as though my click did not work. But other than that 
I didn't notice anything else that was particularly slow.

Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Bennett, Craig
Sent: Thursday, September 11, 2014 8:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Support web site SOO

It is sort of like running through water how slow it was

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of BradRemedy
Sent: Thursday, September 11, 2014 5:13 AM
To: arslist@ARSLIST.ORG
Subject: BMC Support web site SOO

**
Hi

Anyone else getting very slow response from the BMC support website ? 
Everything is slow, takes forever to load and I seem to be getting a lot of 
timeouts.

Makes searching for software, patches or fixes EXTREMELY irritating.

I really wish that they would sort this out.
_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: Remedy 8.1 on server 2012

[patrick zandi]

have installed remedy 8.1.01 on 2012 server, with sqlserver 2014  no problem


On Wed, Sep 10, 2014 at 3:03 PM, Saji Philip  wrote:

> **
>
> Has anyone attempted installing Remedy on server 2012?
> _ARSlist: "Where the Answers Are" and have been for 20 years_




-- 
Patrick Zandi

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Re: BMC Support web site SLLLLOOWWWW

[Joe D'Souza]

What part of the support web? The issue management seems to work ok at an
expected speed.

 

The menu selections showed some slowness after selecting a menu item, the
menu stayed open a few seconds as though my click did not work. But other
than that I didn't notice anything else that was particularly slow.

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Bennett, Craig
Sent: Thursday, September 11, 2014 8:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Support web site SOO

 

It is sort of like running through water how slow it was

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of BradRemedy
Sent: Thursday, September 11, 2014 5:13 AM
To: arslist@ARSLIST.ORG
Subject: BMC Support web site SOO

 

** 

Hi


Anyone else getting very slow response from the BMC support website ?
Everything is slow, takes forever to load and I seem to be getting a lot of
timeouts.

 

Makes searching for software, patches or fixes EXTREMELY irritating.

 

I really wish that they would sort this out. 

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

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Re: Resolved Tickets

[Omega LiPO]

Agreed, resolved:yes, closed:no.
But... My client workflow, don't have resolved status. 

Thus, thinking to have a super button called "reborn" to allow super-admin to 
rollback , only the status, to 1-step before closed status, likely pending or 
wip. 

I knew it is "evil", but... Any good suggestion, except open a new ticket. 

Many thanks, and sorry for shifting the original question. 



-Original Message-
From: "Rick Westbrock" 
Sent: ‎11/‎9/‎2014 23:30
To: "arslist@ARSLIST.ORG" 
Subject: Re: Resolved Tickets

** 
I believe that you must open a new ticket and related it to the closed ticket. 
That helps build a history and provides impetus to possibly create a Problem 
record.
 
I assume that you plan on re-opening the ticket by exporting to an ARX file, 
massaging the data and importing back into the system but I can’t tell you what 
side-effects that might cause.
 
 
-Rick
 
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Omega LiPO
Sent: Thursday, September 11, 2014 8:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: Resolved Tickets
 
** 
What-if re-open a closed ticket insisted by customer as the symbol re-occurred. 

A bit of from the headline. Any suggested on rollback the status. Or any 
gotcha? 

Please be advised, many thanks 
// Omega LiPO



From: Rick Cook
Sent: ‎11/‎9/‎2014 21:47
To: arslist@ARSLIST.ORG
Subject: Re: Resolved Tickets
** 
Yes.


Rick Cook
 
On Thu, Sep 11, 2014 at 6:36 AM, Roger Nall  wrote:
** 
For all of you working with ITSM Remedy, can a Resolved ticket be re-opened?
 
Thanks,
 
Roger A Nall
_ARSlist: "Where the Answers Are" and have been for 20 years_ 
 
_ARSlist: "Where the Answers Are" and have been for 20 years_ 
_ARSlist: "Where the Answers Are" and have been for 20 years_ 
_ARSlist: "Where the Answers Are" and have been for 20 years_ 
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Re: Resolved Tickets

[Ken Pritchard]

I think it’s a matter of adjusting the status transition rules to meet the 
needs of your organization.   BMC has probably set the defaults based on ITIL 
interpretation / guidelines.

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Terri Lockwood
Sent: Thursday, September 11, 2014 10:13 AM
To: arslist@ARSLIST.ORG
Subject: Re: Resolved Tickets

 

** 

Resolved yes, Closed no.

 

TERRI LOCKWOOD • SENIOR SYSTEM ADMINISTRATOR • SunGard •  AvantGard • 

701 San Marco Blvd, Suite 1100 •  Jacksonville, FL 32207 

Office +1 (904) 281-8069 • Cell +1 (904) 627-8651 •  
 teresa.lockw...@sungard.com 

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Nall
Sent: Thursday, September 11, 2014 9:36 AM
To: arslist@ARSLIST.ORG  
Subject: Resolved Tickets

 

** 

For all of you working with ITSM Remedy, can a Resolved ticket be re-opened?

 

Thanks,

 

Roger A Nall

_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: Resolved Tickets

[Roger Nall]

Thanks to Rick and Terri for their reply.

On Thu, Sep 11, 2014 at 9:13 AM, Terri Lockwood  wrote:

> **
>
> Resolved yes, Closed no.
>
>
>
> *TERRI LOCKWOOD* • SENIOR SYSTEM ADMINISTRATOR • SunGard •  AvantGard •
>
> 701 San Marco Blvd, Suite 1100 •  Jacksonville, FL 32207
>
> Office +1 (904) 281-8069 • Cell +1 (904) 627-8651 •
> teresa.lockw...@sungard.com
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Roger Nall
> *Sent:* Thursday, September 11, 2014 9:36 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Resolved Tickets
>
>
>
> **
>
> For all of you working with ITSM Remedy, can a Resolved ticket be
> re-opened?
>
>
>
> Thanks,
>
>
>
> Roger A Nall
>
> _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: Resolved Tickets

[Rick Westbrock]

I believe that you must open a new ticket and related it to the closed ticket. 
That helps build a history and provides impetus to possibly create a Problem 
record.

I assume that you plan on re-opening the ticket by exporting to an ARX file, 
massaging the data and importing back into the system but I can’t tell you what 
side-effects that might cause.


-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Omega LiPO
Sent: Thursday, September 11, 2014 8:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: Resolved Tickets

**
What-if re-open a closed ticket insisted by customer as the symbol re-occurred.

A bit of from the headline. Any suggested on rollback the status. Or any gotcha?

Please be advised, many thanks
// Omega LiPO

From: Rick Cook
Sent: ‎11/‎9/‎2014 21:47
To: arslist@ARSLIST.ORG
Subject: Re: Resolved Tickets
**
Yes.

Rick Cook

On Thu, Sep 11, 2014 at 6:36 AM, Roger Nall 
mailto:arslist.n...@gmail.com>> wrote:
**
For all of you working with ITSM Remedy, can a Resolved ticket be re-opened?

Thanks,

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

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

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Re: Resolved Tickets

[Omega LiPO]

What-if re-open a closed ticket insisted by customer as the symbol re-occurred. 

A bit of from the headline. Any suggested on rollback the status. Or any 
gotcha? 

Please be advised, many thanks 
// Omega LiPO

-Original Message-
From: "Rick Cook" 
Sent: ‎11/‎9/‎2014 21:47
To: "arslist@ARSLIST.ORG" 
Subject: Re: Resolved Tickets

** 
Yes.


Rick Cook



On Thu, Sep 11, 2014 at 6:36 AM, Roger Nall  wrote:

** 
For all of you working with ITSM Remedy, can a Resolved ticket be re-opened?


Thanks,


Roger A Nall
_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: Resolved Tickets

[Terri Lockwood]

Resolved yes, Closed no.

TERRI LOCKWOOD • SENIOR SYSTEM ADMINISTRATOR • SunGard •  AvantGard •
701 San Marco Blvd, Suite 1100 •  Jacksonville, FL 32207
Office +1 (904) 281-8069 • Cell +1 (904) 627-8651 • 
teresa.lockw...@sungard.com

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Nall
Sent: Thursday, September 11, 2014 9:36 AM
To: arslist@ARSLIST.ORG
Subject: Resolved Tickets

**
For all of you working with ITSM Remedy, can a Resolved ticket be re-opened?

Thanks,

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

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Re: Resolved Tickets

[Rick Cook]

Yes.

Rick Cook

On Thu, Sep 11, 2014 at 6:36 AM, Roger Nall  wrote:

> **
> For all of you working with ITSM Remedy, can a Resolved ticket be
> re-opened?
>
> Thanks,
>
> Roger A Nall
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Resolved Tickets

[Roger Nall]

For all of you working with ITSM Remedy, can a Resolved ticket be re-opened?

Thanks,

Roger A Nall

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Re: Javascript err while searching a form : Mid-tier 7.1

[LJ LongWing]

Especially with an unsupported version of Remedy
On Sep 11, 2014 12:12 AM, "Jason Miller"  wrote:

> **
> Chrome is not supported with v 7.1 or any current version for that matter.
>  While many thing will work you probably will not get very far in
> troubleshooting this or getting a (supported) fix.
>
> Jason
>
>
> On Wed, Sep 10, 2014 at 10:01 PM, MalviyaSaurabh <
> malviya.saurab...@gmail.com> wrote:
>
>> Hi All,
>>
>> I am facing issue while issuing a search on one of the remedy form im
>> mid-tier. A sucessful search opens a pop-up form with result to select one
>> of the many records.
>> Server version is 7.1. This issue is only happning in Chrome browser, IE
>> and
>> Mozilla is just working fine. Since lot of our customer base are onto
>> chrome. Hence a fix is required. The client log is as follows:
>>
>> ActiveLink: WTSM:NameCh Search 1
>> True actions:
>>  action 0
>> Alert: Caught exception undefined:undefined - TypeError:
>>
>> undefined is not a function... AT:
>>
>> TypeError: undefined is not a function
>> at window.weOpenModalPopup
>> (
>> https://devops.com/ars/resources/javascript/7.1.00%20Patch%20008%20200910300530/ClientCore.js:1961:14
>> )
>> at SelectionPopup
>> (
>> https://devops/resources/javascript/7.1.00%20Patch%20008%20200910300530/ClientCore.js:22578:97
>> )
>> at WorkflowContext.executeAll.WorkflowContext.execute
>> (
>> https://devops.com/ars/resources/javascript/7.1.00%20Patch%20008%20200910300530/ClientCore.js:2486:45
>> )
>> at ARRunX
>> (
>> https://devops.com/ars/resources/javascript/7.1.00%20Patch%20008%20200910300530/ClientCore.js:65:15
>> )
>> at Object.AREVTButton536870909 [as f]
>> (
>> https://devops.com/ars/forms/appsvr.com/WebTrak+Submitted+Mail/NameChange/form.js/8c912ab0.js:28:101
>> )
>> at WorkflowContext.executeAll.WorkflowContext.execute
>> (
>> https://devops.com/ars/resources/javascript/7.1.00%20Patch%20008%20200910300530/ClientCore.js:2487:37
>> )
>> at ExecuteWorkflow
>> (
>> https://devops.com/ars/resources/javascript/7.1.00%20Patch%20008%20200910300530/ClientCore.js:10668:15
>> )
>> at WorkflowContext.executeAll.WorkflowContext.execute
>> (
>> https://devops.com/ars/resources/javascript/7.1.00%20Patch%20008%20200910300530/ClientCore.js:2486:45
>> )
>> at new WorkflowContext
>> (
>> https://devops.com/ars/resources/javascript/7.1.00%20Patch%20008%20200910300530/ClientCore.js:2415:6
>> )
>> at
>>
>> https://devops.com/ars/resources/javascript/7.1.00%20Patch%20008%20200910300530/ClientCore.js:1414:5
>>
>> Any pointers in the correct direction will also help.
>>
>> Regards,
>> Saurabh
>>
>>
>>
>> --
>> View this message in context:
>> http://ars-action-request-system.1.n7.nabble.com/Javascript-err-while-searching-a-form-Mid-tier-7-1-tp118926.html
>> Sent from the ARS (Action Request System) mailing list archive at
>> Nabble.com.
>>
>>
>> ___
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>>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: BMC Support web site SLLLLOOWWWW

[Bennett, Craig]

It is sort of like running through water how slow it was

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of BradRemedy
Sent: Thursday, September 11, 2014 5:13 AM
To: arslist@ARSLIST.ORG
Subject: BMC Support web site SOO

**
Hi

Anyone else getting very slow response from the BMC support website ? 
Everything is slow, takes forever to load and I seem to be getting a lot of 
timeouts.

Makes searching for software, patches or fixes EXTREMELY irritating.

I really wish that they would sort this out.
_ARSlist: "Where the Answers Are" and have been for 20 years_

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BMC Support web site SLLLLOOWWWW

[BradRemedy]

Hi

Anyone else getting very slow response from the BMC support website ?
Everything is slow, takes forever to load and I seem to be getting a lot of
timeouts.

Makes searching for software, patches or fixes EXTREMELY irritating.

I really wish that they would sort this out.

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