Incoming email template takes 20 mins to create a ticket
All I have an email template that automatically create a ticket in remedy. However,I've found that it takes 20 mins to create the ticket. Does anyway know how to shorten this interval ? thanks. Below is a copy of the incoming email template: +++ Schema: HPD:HelpDesk Server: AAServer Login: loginID Password : loginPW Action: Submit Priority!26126!: Low Problem Category!536880007!: Service Impacting Svc Group!536870957!: Colocation Service!536880006!: Colocation Ticket Title!8!: Test on 27-May, PACNET SYCS1 BAMS Alarm DC1Down + ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Incoming email template takes 20 mins to create a ticket
Hi In your email configuration form, what interval do you have the polling set to for checking of incoming email messages? On Thu, Oct 30, 2014 at 8:51 AM, clemence clemence...@gmail.com wrote: ** All I have an email template that automatically create a ticket in remedy. However,I've found that it takes 20 mins to create the ticket. Does anyway know how to shorten this interval ? thanks. Below is a copy of the incoming email template: +++ Schema: HPD:HelpDesk Server: AAServer Login: loginID Password : loginPW Action: Submit Priority!26126!: Low Problem Category!536880007!: Service Impacting Svc Group!536870957!: Colocation Service!536880006!: Colocation Ticket Title!8!: Test on 27-May, PACNET SYCS1 BAMS Alarm DC1Down + _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: choosing fields to be included in email notification
Merci Jean-Lou ! That sounds neat too ! From: Action Request System discussion list(ARSList) [mailto:arslist@arslist.org] On Behalf Of Jean-Louis Halleux Sent: Wednesday, October 29, 2014 6:39 PM To: arslist@arslist.org Subject: Re: choosing fields to be included in email notification ** If you want a more dynamic solution, instead of creating a filter per field that need to be included, you could take advantage of the Application-Copy-Field-Value process action, and then loop on a configuration form that would contain the fieldids of fields that need to be included. After developing this code, you could just add new lines in the configuration form. Best regards, Jean-Louis Halleux supp...@arsmarts.commailto:supp...@arsmarts.com On 28 Oct 2014, at 16:46, Serouche Rahimpour srahi...@partner.eso.orgmailto:srahi...@partner.eso.org wrote: ** Hi LJ, Many thanks for the crystal clear explanation. sr From: Action Request System discussion list(ARSList) [mailto:arslist@arslist.org] On Behalf Of LJ LongWing Sent: Friday, October 24, 2014 4:16 PM To: arslist@arslist.orgmailto:arslist@arslist.org Subject: Re: choosing fields to be included in email notification ** Serouche, I have done something similar to this in the past. Sothe way you do it is with a series of filters, one filter for each field needing to be included. For each field/filter, check to see if it's designated to be included in the notification, if it is, copy the contents of that field into a tmp field that you are 'building'. Be sure to include 'fieldname: fieldvalue' with an enter character, or something similar. Then, after the field list is built, you can then send a notification with any other text you want and include that built up text field. On Fri, Oct 24, 2014 at 2:08 AM, Serouche Rahimpour srahi...@partner.eso.orgmailto:srahi...@partner.eso.org wrote: ** Dear experts, One new requirement is to let the users chose which field should be included in an email notification. Like on form A there will be some check boxes which will then refer to some fields of form B. When a modification will occur on form B, the tagged fields could be included in a mail notification. I personally believe The idea itself is sort of out of space. But that's a new requirement. Any ideas/tips on how it is possible to implement such workflow would be greatly appreciated. Best greetings Serouche PS: the current environment is ARS 7.5 patch 7 banana installation _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Incoming email template takes 20 mins to create a ticket
That and also, have you tried using the “Incident Interface Create” form? From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of BradRemedy Sent: Thursday, October 30, 2014 2:03 AM To: arslist@ARSLIST.ORG Subject: Re: Incoming email template takes 20 mins to create a ticket ** Hi In your email configuration form, what interval do you have the polling set to for checking of incoming email messages? On Thu, Oct 30, 2014 at 8:51 AM, clemence clemence...@gmail.commailto:clemence...@gmail.com wrote: ** All I have an email template that automatically create a ticket in remedy. However,I've found that it takes 20 mins to create the ticket. Does anyway know how to shorten this interval ? thanks. Below is a copy of the incoming email template: +++ Schema: HPD:HelpDesk Server: AAServer Login: loginID Password : loginPW Action: Submit Priority!26126!: Low Problem Category!536880007!: Service Impacting Svc Group!536870957!: Colocation Service!536880006!: Colocation Ticket Title!8!: Test on 27-May, PACNET SYCS1 BAMS Alarm DC1Down + _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: ITSM 8.1.2 Installer Deleting Overlays?
This is what we have experienced in our environment YMMV. The issues we observed are with the 8.1 SP1 Arserver installer. We are currently on 8.1. patch 2. From discussion with support the installer is the same or similar between ARServer and ITSM. So this may provide some insight. We have overlays on AP:Detail and AP:Signature. This is to facilitate our archive strategy. What we observed is that child forms of the join form AP:Detail-Signature would get an overlay added by the installer, which unfortunately would be corrupt. The DBcheck log during startup would show the issue with an overlay. Removing the overlay resolve the problem so ARServer would start. However the root cause seems to be with both of the regular forms of the join form having overlays. The join form’s children will have a corrupted overlay added to it. The forms that would get a corrupt overlay are: RMS:ReleaseAPDetailSignature SRD:ServiceRequestDefinitionAPDetailSignature IAM:RequestApDetailSignature CHG:ChangeAPDetailSignature SRM:RequestApDetailSignature Only one of the forms in the list would get the corrupted overlay. If you remove the corrupted overlay and re-run the installer, one of the other forms in the list would get the corrupted overlay. You could rinse and repeat and get through the installer with a clean completion. What we found is that if you remove the overlays from the regular forms in the hierarchy, the issue would not manifest itself to begin with. We theorized there is some value that is set/unset when this issue happens. Re-running the installer will not add a corrupted overly to a “fixed” child join form. Hopefully someone will find this helpful. ☺ Jim Coryat Senior Software Engineer Micron Technology, Inc. From: Pierson, Shawn [mailto:shawn.pier...@energytransfer.com] Sent: Tuesday, October 28, 2014 8:33 AM Subject: Re: ITSM 8.1.2 Installer Deleting Overlays? ** What was the overlay on? I can check on my system to see if it’s something we had overlaid, and if so, whether we had a problem with it too. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jim Coryat (jcoryat) Sent: Tuesday, October 28, 2014 9:24 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ITSM 8.1.2 Installer Deleting Overlays? ** Funny you mention it… We did not get an overlay deleted but rather corrupted. Was definitely the installer doing the damage. After the install completed, the arserver process would not start because of the bad overlay. We have an open ticket with BMC on this and have been working on it for a few weeks now. Would be curious if anyone else is seeing issues with the 8.1.2 installer having problems with overlays. Jim Coryat Senior Software Engineer Micron Technology, Inc. From: Jason Miller [mailto:jason.mil...@gmail.com] Sent: Monday, October 27, 2014 2:57 PM Subject: Re: ITSM 8.1.2 Installer Deleting Overlays? ** I have not seen that. Overlays being deleted is a bit bothersome since we have been told many times that our overlays will not be touched. I wonder if there is a technicality in what happened (although still doesn't make it right). I wonder if the filter was deleted in one phase of the upgrade and then created later. If a base objects is deleted the overlay will also be deleted and when it was reimported you end up with only the base object. Just a thought... Jason On Mon, Oct 27, 2014 at 12:18 PM, Pierson, Shawn shawn.pier...@energytransfer.commailto:shawn.pier...@energytransfer.com wrote: ** Good afternoon, We’re testing ITSM 8.1.2 and found something curious. It was easy enough to fix so I’m not opening a ticket with BMC right now (although if someone from BMC is curious, they already have a ticket on a different issue and can read our logs from that one.) Basically, we have an overlay on the Filter NTE:NPC:ChkNotificationMsgExist_015 which does a Set Fields which helps us do a little more dynamic HTML email generation than what is available out of the box. After running the ITSM 8.1.2 upgrade, it appears to have deleted that overlay. I was able to fix it, and so far it’s the only instance in our difference report where we can see an overlay being deleted from an object that still exists, but that seems like a bad thing, since I can identify no reason why the overlay would have been deleted. Has anyone else run into something like this? Thanks, Shawn Pierson Remedy Developer | Energy Transfer 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_ _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
Re: ITSM 8.1.2 Installer Deleting Overlays?
If you have overlayed (overlaid) a form because you have added new fields to the form, when you remove the overlay, do you lose your fields? This is a problem when you have data in those fields. Overlays were supposed to make this easier! Claire From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jim Coryat (jcoryat) Sent: Thursday, October 30, 2014 11:04 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 8.1.2 Installer Deleting Overlays? ** This is what we have experienced in our environment YMMV. The issues we observed are with the 8.1 SP1 Arserver installer. We are currently on 8.1. patch 2. From discussion with support the installer is the same or similar between ARServer and ITSM. So this may provide some insight. We have overlays on AP:Detail and AP:Signature. This is to facilitate our archive strategy. What we observed is that child forms of the join form AP:Detail-Signature would get an overlay added by the installer, which unfortunately would be corrupt. The DBcheck log during startup would show the issue with an overlay. Removing the overlay resolve the problem so ARServer would start. However the root cause seems to be with both of the regular forms of the join form having overlays. The join form’s children will have a corrupted overlay added to it. The forms that would get a corrupt overlay are: RMS:ReleaseAPDetailSignature SRD:ServiceRequestDefinitionAPDetailSignature IAM:RequestApDetailSignature CHG:ChangeAPDetailSignature SRM:RequestApDetailSignature Only one of the forms in the list would get the corrupted overlay. If you remove the corrupted overlay and re-run the installer, one of the other forms in the list would get the corrupted overlay. You could rinse and repeat and get through the installer with a clean completion. What we found is that if you remove the overlays from the regular forms in the hierarchy, the issue would not manifest itself to begin with. We theorized there is some value that is set/unset when this issue happens. Re-running the installer will not add a corrupted overly to a “fixed” child join form. Hopefully someone will find this helpful. ☺ Jim Coryat Senior Software Engineer Micron Technology, Inc. From: Pierson, Shawn [mailto:shawn.pier...@energytransfer.com] Sent: Tuesday, October 28, 2014 8:33 AM Subject: Re: ITSM 8.1.2 Installer Deleting Overlays? ** What was the overlay on? I can check on my system to see if it’s something we had overlaid, and if so, whether we had a problem with it too. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jim Coryat (jcoryat) Sent: Tuesday, October 28, 2014 9:24 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ITSM 8.1.2 Installer Deleting Overlays? ** Funny you mention it… We did not get an overlay deleted but rather corrupted. Was definitely the installer doing the damage. After the install completed, the arserver process would not start because of the bad overlay. We have an open ticket with BMC on this and have been working on it for a few weeks now. Would be curious if anyone else is seeing issues with the 8.1.2 installer having problems with overlays. Jim Coryat Senior Software Engineer Micron Technology, Inc. From: Jason Miller [mailto:jason.mil...@gmail.com] Sent: Monday, October 27, 2014 2:57 PM Subject: Re: ITSM 8.1.2 Installer Deleting Overlays? ** I have not seen that. Overlays being deleted is a bit bothersome since we have been told many times that our overlays will not be touched. I wonder if there is a technicality in what happened (although still doesn't make it right). I wonder if the filter was deleted in one phase of the upgrade and then created later. If a base objects is deleted the overlay will also be deleted and when it was reimported you end up with only the base object. Just a thought... Jason On Mon, Oct 27, 2014 at 12:18 PM, Pierson, Shawn shawn.pier...@energytransfer.commailto:shawn.pier...@energytransfer.com wrote: ** Good afternoon, We’re testing ITSM 8.1.2 and found something curious. It was easy enough to fix so I’m not opening a ticket with BMC right now (although if someone from BMC is curious, they already have a ticket on a different issue and can read our logs from that one.) Basically, we have an overlay on the Filter NTE:NPC:ChkNotificationMsgExist_015 which does a Set Fields which helps us do a little more dynamic HTML email generation than what is available out of the box. After running the ITSM 8.1.2 upgrade, it appears to have deleted that overlay. I was able to fix it, and so far it’s the only instance in our difference report where we can see an overlay being deleted from an object that still exists, but that seems like a bad thing, since I can identify no reason why the overlay would have been deleted. Has anyone else run into something
Re: ITSM 8.1.2 Installer Deleting Overlays?
Fortunately, our strategy has been to make a DEF file of overlays, then reimport the ones that we need to and adjust them from there if needed. Most overlays don’t need any changes but I agree that BMC seems to still have some issues with overlays. Actually I miss the days when a patch would come in a ZIP file with some DEF files inside them and maybe some DLLs to overwrite. I’m not a fan of huge installers doing mysterious things behind the scenes like BMC has been using for several years now. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire Sent: Thursday, October 30, 2014 12:56 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 8.1.2 Installer Deleting Overlays? ** If you have overlayed (overlaid) a form because you have added new fields to the form, when you remove the overlay, do you lose your fields? This is a problem when you have data in those fields. Overlays were supposed to make this easier! Claire From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jim Coryat (jcoryat) Sent: Thursday, October 30, 2014 11:04 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ITSM 8.1.2 Installer Deleting Overlays? ** This is what we have experienced in our environment YMMV. The issues we observed are with the 8.1 SP1 Arserver installer. We are currently on 8.1. patch 2. From discussion with support the installer is the same or similar between ARServer and ITSM. So this may provide some insight. We have overlays on AP:Detail and AP:Signature. This is to facilitate our archive strategy. What we observed is that child forms of the join form AP:Detail-Signature would get an overlay added by the installer, which unfortunately would be corrupt. The DBcheck log during startup would show the issue with an overlay. Removing the overlay resolve the problem so ARServer would start. However the root cause seems to be with both of the regular forms of the join form having overlays. The join form’s children will have a corrupted overlay added to it. The forms that would get a corrupt overlay are: RMS:ReleaseAPDetailSignature SRD:ServiceRequestDefinitionAPDetailSignature IAM:RequestApDetailSignature CHG:ChangeAPDetailSignature SRM:RequestApDetailSignature Only one of the forms in the list would get the corrupted overlay. If you remove the corrupted overlay and re-run the installer, one of the other forms in the list would get the corrupted overlay. You could rinse and repeat and get through the installer with a clean completion. What we found is that if you remove the overlays from the regular forms in the hierarchy, the issue would not manifest itself to begin with. We theorized there is some value that is set/unset when this issue happens. Re-running the installer will not add a corrupted overly to a “fixed” child join form. Hopefully someone will find this helpful. ☺ Jim Coryat Senior Software Engineer Micron Technology, Inc. From: Pierson, Shawn [mailto:shawn.pier...@energytransfer.com] Sent: Tuesday, October 28, 2014 8:33 AM Subject: Re: ITSM 8.1.2 Installer Deleting Overlays? ** What was the overlay on? I can check on my system to see if it’s something we had overlaid, and if so, whether we had a problem with it too. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jim Coryat (jcoryat) Sent: Tuesday, October 28, 2014 9:24 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ITSM 8.1.2 Installer Deleting Overlays? ** Funny you mention it… We did not get an overlay deleted but rather corrupted. Was definitely the installer doing the damage. After the install completed, the arserver process would not start because of the bad overlay. We have an open ticket with BMC on this and have been working on it for a few weeks now. Would be curious if anyone else is seeing issues with the 8.1.2 installer having problems with overlays. Jim Coryat Senior Software Engineer Micron Technology, Inc. From: Jason Miller [mailto:jason.mil...@gmail.com] Sent: Monday, October 27, 2014 2:57 PM Subject: Re: ITSM 8.1.2 Installer Deleting Overlays? ** I have not seen that. Overlays being deleted is a bit bothersome since we have been told many times that our overlays will not be touched. I wonder if there is a technicality in what happened (although still doesn't make it right). I wonder if the filter was deleted in one phase of the upgrade and then created later. If a base objects is deleted the overlay will also be deleted and when it was reimported you end up with only the base object. Just a thought... Jason On Mon, Oct 27, 2014 at 12:18 PM, Pierson, Shawn shawn.pier...@energytransfer.commailto:shawn.pier...@energytransfer.com wrote: ** Good afternoon, We’re testing ITSM
Knowledge Management Search
Dears, I created a lot of knowledge articles and try to use Knowledge Management Search either simple nor advanced search return value, I tried all options. Note:- I'm using version 7.6.04 SP4 Thanks, Best Regards, Mahmoud Mahdy Mohammed,PMP | Business Process Automation Technology | Products Services Delivery Phone: +20(0)1004999638 Mail: mahmoud.mahdy-moha...@vodafone.commailto:mohamed.abdel-haf...@vodafone.com * The content of this document is classified as Vodafone Egypt S.A.E. Confidential and Proprietary Information. The recipient hereby is committed to hold in strict confidence the contents of this (e-mail, document, information) and not to disclose to any third party without the prior written consent of Vodafone Egypt S.A.E. Recipient will be held liable for any unauthorized disclosure. If you have received this message in error, please notify the sender by return e-mail and delete the message in its entirety, including any attachments. http://www.vodafone.com.eg * ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: ITSM 8.1.2 Installer Deleting Overlays?
I am right there with you, Shawn! Replace this file and this file and rename this one and that one and reboot! It is the mystery behind the scenes that is so bothersome. Along with the very cryptic error messages. My new favorite one: • There are custom records in PC forms that need to be corrected to suite the new form index, Please correct them. For more information refer the install logs There is nothing in the install logs that identifies anything. Especially in the “suite”. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Thursday, October 30, 2014 1:03 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 8.1.2 Installer Deleting Overlays? ** Fortunately, our strategy has been to make a DEF file of overlays, then reimport the ones that we need to and adjust them from there if needed. Most overlays don’t need any changes but I agree that BMC seems to still have some issues with overlays. Actually I miss the days when a patch would come in a ZIP file with some DEF files inside them and maybe some DLLs to overwrite. I’m not a fan of huge installers doing mysterious things behind the scenes like BMC has been using for several years now. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire Sent: Thursday, October 30, 2014 12:56 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ITSM 8.1.2 Installer Deleting Overlays? ** If you have overlayed (overlaid) a form because you have added new fields to the form, when you remove the overlay, do you lose your fields? This is a problem when you have data in those fields. Overlays were supposed to make this easier! Claire From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jim Coryat (jcoryat) Sent: Thursday, October 30, 2014 11:04 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ITSM 8.1.2 Installer Deleting Overlays? ** This is what we have experienced in our environment YMMV. The issues we observed are with the 8.1 SP1 Arserver installer. We are currently on 8.1. patch 2. From discussion with support the installer is the same or similar between ARServer and ITSM. So this may provide some insight. We have overlays on AP:Detail and AP:Signature. This is to facilitate our archive strategy. What we observed is that child forms of the join form AP:Detail-Signature would get an overlay added by the installer, which unfortunately would be corrupt. The DBcheck log during startup would show the issue with an overlay. Removing the overlay resolve the problem so ARServer would start. However the root cause seems to be with both of the regular forms of the join form having overlays. The join form’s children will have a corrupted overlay added to it. The forms that would get a corrupt overlay are: RMS:ReleaseAPDetailSignature SRD:ServiceRequestDefinitionAPDetailSignature IAM:RequestApDetailSignature CHG:ChangeAPDetailSignature SRM:RequestApDetailSignature Only one of the forms in the list would get the corrupted overlay. If you remove the corrupted overlay and re-run the installer, one of the other forms in the list would get the corrupted overlay. You could rinse and repeat and get through the installer with a clean completion. What we found is that if you remove the overlays from the regular forms in the hierarchy, the issue would not manifest itself to begin with. We theorized there is some value that is set/unset when this issue happens. Re-running the installer will not add a corrupted overly to a “fixed” child join form. Hopefully someone will find this helpful. ☺ Jim Coryat Senior Software Engineer Micron Technology, Inc. From: Pierson, Shawn [mailto:shawn.pier...@energytransfer.com] Sent: Tuesday, October 28, 2014 8:33 AM Subject: Re: ITSM 8.1.2 Installer Deleting Overlays? ** What was the overlay on? I can check on my system to see if it’s something we had overlaid, and if so, whether we had a problem with it too. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jim Coryat (jcoryat) Sent: Tuesday, October 28, 2014 9:24 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ITSM 8.1.2 Installer Deleting Overlays? ** Funny you mention it… We did not get an overlay deleted but rather corrupted. Was definitely the installer doing the damage. After the install completed, the arserver process would not start because of the bad overlay. We have an open ticket with BMC on this and have been working on it for a few weeks now. Would be curious if anyone else is seeing issues with the 8.1.2 installer having problems with overlays. Jim Coryat Senior Software Engineer Micron Technology, Inc. From: Jason Miller
Re: Knowledge Management Search
Can you see the article in the Knowledge Console? Is it Published? If so, then it probably hasn't been indexed yet by your FTS engine. Are you running FTS indexing? On Thu, Oct 30, 2014 at 2:47 PM, Mahmoud Mahdy-Mohamed, Vodafone Egypt mahmoud.mahdy-moha...@vodafone.com wrote: ** Dears, I created a lot of knowledge articles and try to use “Knowledge Management Search” either simple nor advanced search return value, I tried all options. Note:- I’m using version 7.6.04 SP4 *Thanks,* *Best Regards,* *Mahmoud Mahdy Mohammed,PMP* | Business Process Automation *Technology | Products Services Delivery* *Phone:* +20(0)1004999638 * Mail:* *mahmoud.mahdy-moha...@vodafone.com mohamed.abdel-haf...@vodafone.com* * The content of this document is classified as Vodafone Egypt S.A.E. Confidential and Proprietary Information. The recipient hereby is committed to hold in strict confidence the contents of this (e-mail, document, information) and not to disclose to any third party without the prior written consent of Vodafone Egypt S.A.E. Recipient will be held liable for any unauthorized disclosure. If you have received this message in error, please notify the sender by return e-mail and delete the message in its entirety, including any attachments. http://www.vodafone.com.eg * _ARSlist: Where the Answers Are and have been for 20 years_ -- *Tauf Chowdhury* ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: ITSM 8.1.2 Mid-Tier Compatibility Mode Defect
Hi Shawn, Did you get anywhere with this? We just upgrade our dev and QA to SP2 and are now seeing this (annoying) message. Our browser it highly managed and I really don't want to have to include our desktop team in order to update to SP2. I am not going to put SP2 in production without getting rid of this message though. Thanks, Jason On Wed, Oct 8, 2014 at 7:11 AM, Pierson, Shawn shawn.pier...@energytransfer.com wrote: ** It looks like we found a defect in the combination of ARS and Mid-Tier 8.1.2. It is happening with both IE9 and IE11. What happened is that after upgrading the mid-tier, we started seeing this warning at the top of the screen: IE is running in Compatibility View. Please remove Mid-tier URL from either IE Compatibility View Settings or Registry location. (ARWARN 9429) This is completely useless, because it’s not like the Remedy team or our users have any say over whether we run things in compatibility mode or not, so we added 9429 to our Suppress-warnings: list in ar.cfg. This worked great until we also upgraded the application server. Now either Suppress-warnings doesn’t work or this specific error is impossible to disable. We’re working with BMC support and they’ve been responding quickly, but it appears they don’t understand the reason we don’t want that error on the top of every single screen. Unfortunately, if we can’t find a way to disable this, we’re going to be unable to upgrade. Hopefully BMC recognizes the error of their ways and releases a hotfix soon. Do any of you have any ideas of how to suppress that message in the meantime? Thanks, *Shawn Pierson * Remedy Developer | Energy Transfer 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
Re: ITSM 8.1.2 Mid-Tier Compatibility Mode Defect
I haven't investigated this thoroughly, but, I think it would be worth the effort to work with your desktop team. It is my understanding that compatibility mode is significantly slower than non, and that is the primary reason that the message was instituted. On Oct 30, 2014 5:44 PM, Jason Miller jason.mil...@gmail.com wrote: ** Hi Shawn, Did you get anywhere with this? We just upgrade our dev and QA to SP2 and are now seeing this (annoying) message. Our browser it highly managed and I really don't want to have to include our desktop team in order to update to SP2. I am not going to put SP2 in production without getting rid of this message though. Thanks, Jason On Wed, Oct 8, 2014 at 7:11 AM, Pierson, Shawn shawn.pier...@energytransfer.com wrote: ** It looks like we found a defect in the combination of ARS and Mid-Tier 8.1.2. It is happening with both IE9 and IE11. What happened is that after upgrading the mid-tier, we started seeing this warning at the top of the screen: IE is running in Compatibility View. Please remove Mid-tier URL from either IE Compatibility View Settings or Registry location. (ARWARN 9429) This is completely useless, because it’s not like the Remedy team or our users have any say over whether we run things in compatibility mode or not, so we added 9429 to our Suppress-warnings: list in ar.cfg. This worked great until we also upgraded the application server. Now either Suppress-warnings doesn’t work or this specific error is impossible to disable. We’re working with BMC support and they’ve been responding quickly, but it appears they don’t understand the reason we don’t want that error on the top of every single screen. Unfortunately, if we can’t find a way to disable this, we’re going to be unable to upgrade. Hopefully BMC recognizes the error of their ways and releases a hotfix soon. Do any of you have any ideas of how to suppress that message in the meantime? Thanks, *Shawn Pierson * Remedy Developer | Energy Transfer 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_ _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: Incoming email template takes 20 mins to create a ticket
Hi Claire Actually I've tried incoming email template to serveral forms and all takes 20 mins. just would like to see if anyone knows which system settings that I need to modify Clemence On Thursday, October 30, 2014 11:22:17 PM UTC+8, Sanford, Claire wrote: ** That and also, have you tried using the “Incident Interface Create” form? *From:* Action Request System discussion list(ARSList) [mailto: ars...@arslist.org javascript:] *On Behalf Of *BradRemedy *Sent:* Thursday, October 30, 2014 2:03 AM *To:* ars...@arslist.org javascript: *Subject:* Re: Incoming email template takes 20 mins to create a ticket ** Hi In your email configuration form, what interval do you have the polling set to for checking of incoming email messages? On Thu, Oct 30, 2014 at 8:51 AM, clemence cleme...@gmail.com javascript: wrote: ** All I have an email template that automatically create a ticket in remedy. However,I've found that it takes 20 mins to create the ticket. Does anyway know how to shorten this interval ? thanks. Below is a copy of the incoming email template: +++ Schema: HPD:HelpDesk Server: AAServer Login: loginID Password : loginPW Action: Submit Priority!26126!: Low Problem Category!536880007!: Service Impacting Svc Group!536870957!: Colocation Service!536880006!: Colocation Ticket Title!8!: Test on 27-May, PACNET SYCS1 BAMS Alarm DC1Down + _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: Incoming email template takes 20 mins to create a ticket
Is that 20 minutes after you send the email or 20 minutes after a record is created in the AR System Email Messages form? If it 20 minutes to receive the email then check the polling on the incoming mail box on the AR System Mailbox Configuration form. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of clemence Sent: Thursday, October 30, 2014 8:37 PM To: arslist@ARSLIST.ORG Subject: Re: Incoming email template takes 20 mins to create a ticket ** Hi Claire Actually I've tried incoming email template to serveral forms and all takes 20 mins. just would like to see if anyone knows which system settings that I need to modify Clemence On Thursday, October 30, 2014 11:22:17 PM UTC+8, Sanford, Claire wrote: ** That and also, have you tried using the “Incident Interface Create” form? From: Action Request System discussion list(ARSList) [mailto:ars...@arslist.orgjavascript:] On Behalf Of BradRemedy Sent: Thursday, October 30, 2014 2:03 AM To: ars...@arslist.orgjavascript: Subject: Re: Incoming email template takes 20 mins to create a ticket ** Hi In your email configuration form, what interval do you have the polling set to for checking of incoming email messages? On Thu, Oct 30, 2014 at 8:51 AM, clemence cleme...@gmail.comjavascript: wrote: ** All I have an email template that automatically create a ticket in remedy. However,I've found that it takes 20 mins to create the ticket. Does anyway know how to shorten this interval ? thanks. Below is a copy of the incoming email template: +++ Schema: HPD:HelpDesk Server: AAServer Login: loginID Password : loginPW Action: Submit Priority!26126!: Low Problem Category!536880007!: Service Impacting Svc Group!536870957!: Colocation Service!536880006!: Colocation Ticket Title!8!: Test on 27-May, PACNET SYCS1 BAMS Alarm DC1Down + _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_ 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
