Re: How calculate the Aging of an Incident & show it in overview console?

[Abhishek2019]

Thanks for your kind response.

As the requirement is to show the Incident Aging  in overview console table
only so i doubt DB View will not suffice it. Also please could you elaborate
it more as what will be the trigger point(Execute on condition) for the
Custom field calculation on the DB view.

Please provide detail for your DB view approach.

Cheers,
AA



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RE: What to use instead of PERFORM-ACTION-OPEN-URL new "file:..."?

[Sharon Menachem]

I am indeed opening the files on a network share with 
file://UNC_path

Thanks for your suggestion – I’ll see if I can get that to work.

In the interim I put in a work around where I am pulling the reports into an 
attachment field and my users have 2 additional clicks to get to the file. No 
complaints so far!

Thanks,
Sharon

From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Jason Miller
Sent: Sunday, February 04, 2018 1:47 PM
To: ARSList 
Subject: Re: What to use instead of PERFORM-ACTION-OPEN-URL new "file:..."?

Are you opening files on a UNC path (network share) with 
file://UNC_path?

If they are files on a share most likely you'll need to put a web server in 
from of them and serve them up via http. Depending on where the files are 
stored you could simply include that directory and publish them via the web 
server.

For example we use ARInside. Our ARInside files are stored on one server and we 
have Apache web server (httpd) on a different server serving up the ARInside 
pages via UNC to the other server. I am not sure if this is something ISS can 
do as well.

Jason

On Sun, Feb 4, 2018 at 7:17 AM, Sharon Menachem 
mailto:smenac...@rollins.com>> wrote:
Hi All,

I understand from a previous post to the list, that the reason the 
PERFORM-ACTION-OPEN-URL new "file:..." functionality no longer works in Chrome 
is because of security changes, and that it is likely to stop working in IE 
soon once we are up to date with patches. I have many many excel reports that 
have been made available in Remedy using this functionality so I need to figure 
out another way to get the excel files to open in the web environment.

I am running ARS 9.1.3 with custom apps on an SQL backend.

What can I use instead of PERFORM-ACTION-OPEN-URL new "file:..."?

Thanks,
Sharon



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Re: How calculate the Aging of an Incident & show it in overview console?

[Abhi$hek]

Thanks JD for your kind response.

Please could you elaborate on your first approach to achieve it via AL.

Escalation can be created for it but suppose my escalation run every mid
night then the incidents raised after mid night will be missed during
calculation

Also the motive of business is too just prioritize the aged incidents first
of all by catching them in the overview console table only so that
proactively it can be managed.

On 05-Feb-2018 6:36 PM, "JD Hood"  wrote:

> Hi AA,
>
> Off the top of my head, you are looking at either adding a "Refresh Aging"
> button on the console and/or firing an active link on Window Open/Display
> to trigger the stack of workflow needed to re-calculate the field/column on
> each Incident record and then refresh the table at the end. The workflow
> has great potential to be ugly and costly. I would probably suggest using
> the incident table qual so the workflow only updates the tickets that the
> user needs to see to keep performance hit as low as possible for the
> real-time update. Better hope they don't have a ton of tickets open...
> -VS-
> Run an escalation once per day to update the number of days "aging" on
> open tickets only. If for some reason they need to know a more granular
> amount of time (hours? minutes? How much do they micro-manage?), then you
> are either going to run the escalation more often or do something like the
> above option. Then the value would be available for display in the incident
> table on the console -and- for reporting. I'm not sure what the objection
> is to precluding escalations, but I have a feeling they've encountered or
> built a particularly bad one in the past and now feel all escalations are
> risky. Which is silly.
> -VS-
> Just display the Submit-Date field on the Incident table and highlight
> tickets open more than 5 days (or whatever). Or they could just see the
> submit date and do the easy math in their head.
>
> Good luck with it!
> -JDHood
>
>
> On Mon, Feb 5, 2018 at 7:25 AM, Abhishek2019 
> wrote:
>
>>
>>
>> Yes it  should be.
>>
>>
>>
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Re: How calculate the Aging of an Incident & show it in overview console?

[Gordon Frank]

Aging can be done through the "Modulus" function. "%" Do something like

Days % 5 to have something fire every 5 days (Business Week).  Or Days % 30
for every month.

Of course you need to compte "Days" using something like

((($TIMESTAMP*60)*60)*24) or something like that. Or use a built in function

The Modulus operator works pretty good for aging

Gordon


On Mon, Feb 5, 2018 at 2:42 AM, Abhishek2019  wrote:

> Hi Experts,
>
> We are having a requirement to shown the Aging of an Incident in the
> overview console.
>
> I am able to add the custom field in overview console but my issue is
> stated
> below:-
>
> I am trying to use the DATEDIFF function to calculate the Aging of an
> incident on the basis of  (Submit Date of an Incident & current timestamp).
>
> But while trying to achieve it via Active Link i am facing issue that what
> can be the execute on condition for the same??
>
> Also we are not supposed to use the Escalation for the same.
> Early response will be highly appreciated.
>
> Cheers,
> AA.
>
>
>
>
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Re: How calculate the Aging of an Incident & show it in overview console?

[Jason Miller]

Personally I would look at it a bit differently. Since you need to do some
DB view work in order to add custom fields anyways, I would consider doing
the age calculation as a new column in the DB view and then expose that as
a field in the Overview Console.

Since the Overview Console tends to be one of the heavier quires in the
system, performing a calculation in one of the views supporting the UNION
view is going to impact that some, however let the DB do what it is good at
and will require minimum effort from the Remedy side.

Jason

On Mon, Feb 5, 2018 at 8:33 AM, JD Hood  wrote:

> Hi AA,
>
> Off the top of my head, you are looking at either adding a "Refresh Aging"
> button on the console and/or firing an active link on Window Open/Display
> to trigger the stack of workflow needed to re-calculate the field/column on
> each Incident record and then refresh the table at the end. The workflow
> has great potential to be ugly and costly. I would probably suggest using
> the incident table qual so the workflow only updates the tickets that the
> user needs to see to keep performance hit as low as possible for the
> real-time update. Better hope they don't have a ton of tickets open...
> -VS-
> Run an escalation once per day to update the number of days "aging" on
> open tickets only. If for some reason they need to know a more granular
> amount of time (hours? minutes? How much do they micro-manage?), then you
> are either going to run the escalation more often or do something like the
> above option. Then the value would be available for display in the incident
> table on the console -and- for reporting. I'm not sure what the objection
> is to precluding escalations, but I have a feeling they've encountered or
> built a particularly bad one in the past and now feel all escalations are
> risky. Which is silly.
> -VS-
> Just display the Submit-Date field on the Incident table and highlight
> tickets open more than 5 days (or whatever). Or they could just see the
> submit date and do the easy math in their head.
>
> Good luck with it!
> -JDHood
>
>
> On Mon, Feb 5, 2018 at 7:25 AM, Abhishek2019 
> wrote:
>
>>
>>
>> Yes it  should be.
>>
>>
>>
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>
>
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Re: How calculate the Aging of an Incident & show it in overview console?

[JD Hood]

Hi AA,

Off the top of my head, you are looking at either adding a "Refresh Aging"
button on the console and/or firing an active link on Window Open/Display
to trigger the stack of workflow needed to re-calculate the field/column on
each Incident record and then refresh the table at the end. The workflow
has great potential to be ugly and costly. I would probably suggest using
the incident table qual so the workflow only updates the tickets that the
user needs to see to keep performance hit as low as possible for the
real-time update. Better hope they don't have a ton of tickets open...
-VS-
Run an escalation once per day to update the number of days "aging" on open
tickets only. If for some reason they need to know a more granular amount
of time (hours? minutes? How much do they micro-manage?), then you are
either going to run the escalation more often or do something like the
above option. Then the value would be available for display in the incident
table on the console -and- for reporting. I'm not sure what the objection
is to precluding escalations, but I have a feeling they've encountered or
built a particularly bad one in the past and now feel all escalations are
risky. Which is silly.
-VS-
Just display the Submit-Date field on the Incident table and highlight
tickets open more than 5 days (or whatever). Or they could just see the
submit date and do the easy math in their head.

Good luck with it!
-JDHood


On Mon, Feb 5, 2018 at 7:25 AM, Abhishek2019  wrote:

>
>
> Yes it  should be.
>
>
>
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Re: How calculate the Aging of an Incident & show it in overview console?

[Abhishek2019]

Yes it  should be.



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Re: How calculate the Aging of an Incident & show it in overview console?

[Abhishek2019]

yes it should be updated on overview table refresh whenever support staff
logged in.



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experience Remedy developer available.

[Ronald Mauck]

Experience Remedy Developer available in the Minneapolis/St Paul area.
I have over 30 years of experience with supporting helpdesk products and 22 
years with Remedy.
Please contact me on my private email address 
ronald.ma...@outlook.com.

Thanks

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Re: How calculate the Aging of an Incident & show it in overview console?

[JD Hood]

Is this "Aging" value required to update and be displayed in real-time
whenever support-staff open/refresh the Incident table in the Overview
console?

Thanks,
-JDHood

On Mon, Feb 5, 2018 at 2:42 AM, Abhishek2019  wrote:

> Hi Experts,
>
> We are having a requirement to shown the Aging of an Incident in the
> overview console.
>
> I am able to add the custom field in overview console but my issue is
> stated
> below:-
>
> I am trying to use the DATEDIFF function to calculate the Aging of an
> incident on the basis of  (Submit Date of an Incident & current timestamp).
>
> But while trying to achieve it via Active Link i am facing issue that what
> can be the execute on condition for the same??
>
> Also we are not supposed to use the Escalation for the same.
> Early response will be highly appreciated.
>
> Cheers,
> AA.
>
>
>
>
> --
> Sent from: http://ars-action-request-system.1.n7.nabble.com/
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> ARSList@arslist.org
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>
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