Help with odd set of SQL operations by ARS

[Charlie Lotridge]

Hi,

I'm not exactly sure when this started, but within the past few weeks my
production ARS has started repeatedly issuing the following three SQL
statements:


*SELECT  TOP 2  T127.C1,C124 FROM T127 WHERE (T127.C101 = N'MidTier
Service') ORDER BY 1 ASC*

*SELECT MAX(timestamp) FROM user_cache*

*SELECT MAX(timestamp) FROM group_cache*

T127 is the User form.

It's doing this about 10 times per second.

Can anyone shed any light on what it's doing and how I can stop it? Any
help would be appreciated.

Here is the raw SQL logging should the additional detail be useful:

   
   /* Mon Jun 18 2018 07:34:34.8220
*/SELECT  TOP 2  T127.C1,C124 FROM T127 WHERE (T127.C101 = N'MidTier
Service') ORDER BY 1 ASC
   
   /* Mon Jun 18 2018 07:34:34.8230
*/OK
   
   /* Mon Jun 18 2018 07:34:34.8570 */SELECT
MAX(timestamp) FROM user_cache
   
   /* Mon Jun 18 2018 07:34:34.8580 */OK
   
   /* Mon Jun 18 2018 07:34:34.8580 */SELECT
MAX(timestamp) FROM group_cache
   
   /* Mon Jun 18 2018 07:34:34.8580 */OK

Thanks,
Charlie
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Re: Help with odd set of SQL operations by ARS

[LJ LongWing]

It MIGHT be useful if we also had API loggingAPI logging would tell us
definitively if it was Mid-Tier doing the call (which is what it looks
like)...but it would also tell you the source IP of the machine making the
callI have never seen this behavior before but I suspect it might be
related to caching somehowonce you know which of your mid-tier servers
is causing it you can shut it down to verify that it stops when it's not
running, and maybe do a hard cache flush to try and clean up whatever might
be wonky.

On Mon, Jun 18, 2018 at 8:47 AM Charlie Lotridge 
wrote:

> Hi,
>
> I'm not exactly sure when this started, but within the past few weeks my
> production ARS has started repeatedly issuing the following three SQL
> statements:
>
>
> *SELECT  TOP 2  T127.C1,C124 FROM T127 WHERE (T127.C101 = N'MidTier
> Service') ORDER BY 1 ASC*
>
> *SELECT MAX(timestamp) FROM user_cache*
>
> *SELECT MAX(timestamp) FROM group_cache*
>
> T127 is the User form.
>
> It's doing this about 10 times per second.
>
> Can anyone shed any light on what it's doing and how I can stop it? Any
> help would be appreciated.
>
> Here is the raw SQL logging should the additional detail be useful:
>
>
>   Service -->  /* Mon Jun 18 2018 07:34:34.8220
> */SELECT  TOP 2  T127.C1,C124 FROM T127 WHERE (T127.C101 = N'MidTier
> Service') ORDER BY 1 ASC
>
>   Service -->  /* Mon Jun 18 2018 07:34:34.8230
> */OK
>
>   >  /* Mon Jun 18 2018 07:34:34.8570 */SELECT
> MAX(timestamp) FROM user_cache
>
>   >  /* Mon Jun 18 2018 07:34:34.8580 */OK
>
>   >  /* Mon Jun 18 2018 07:34:34.8580 */SELECT
> MAX(timestamp) FROM group_cache
>
>   >  /* Mon Jun 18 2018 07:34:34.8580 */OK
>
> Thanks,
> Charlie
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> ARSList mailing list
> ARSList@arslist.org
> https://mailman.rrr.se/cgi/listinfo/arslist
>
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Using PERFORM-ACTION-SAVE-ATTACHMENT to FTP files?

[Peter Rodriguez]

I have request to have the ability to FTP an attachment on an HPD:WorkLog
record to an FTP location.  I've read many posts online and have made
several attempts to achieve this but without success.  Can anybody provide
some direction that may have done something like this before please?  Any
assistance is greatly appreciated.
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Help with Escalation on how to Run on Last Record, Only

[Champagne, Susan]

Hi folks,
I'm hoping one of you will be able to assist me with what I'm trying to 
accomplish.
My goal is to have Remedy send a notification message to the Service Desk 
whenever our e-mail service stops running. I'm working on an escalation where 
the Primary Form is "AR System Email Messages". My problem is with the Run If 
Qualification. Here's what I've got so far:

Run If Qualification
('Send Message' = "Yes") AND (($TIMESTAM$ - 'Create Date') > 300)

What I wanted to do was to add a condition to have the escalation only check 
the last record on the form, in order to prevent multiple messages being sent. 
From my research I found some hits indicating I could use something like " 
('Email ID' = "MAX ('Email ID'))", but this isn't working when I try to add it 
to the qualification.

I'm using Developer Studio Version 9.1.03 with Remedy AR System 9.1.

Any assistance with this would be greatly appreciated.

Thank you,
Susan

Health Sciences North's vision is to be globally recognized for patient-centred 
innovation.

The information contained in this e-mail and document(s) attached are for the 
exclusive use of the addressee and may contain confidential, privileged and 
non-disclosable information. If the recipient of this e-mail is not the 
addressee, such recipient is strictly prohibited from reading, photocopying, 
distributing or otherwise using this e-mail or its content in any way.
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RE: [Ext] Help with Escalation on how to Run on Last Record, Only

[Mckinnish, Randy via ARSList]

Susan,
Even if the escalation fired and ran, if the email engine service is down I am 
thinking the notification would only queue and not send until the mail engine 
service was online again. Do you use any monitoring tools in-house like scom or 
zabbix? We have had success using those to monitor a service and if the service 
stops, the team is notified and it isn’t dependent on ARS services for delivery 
of the alert that something has gone wrong.

Thanks

From: ARSList  On Behalf Of Champagne, Susan
Sent: Monday, June 18, 2018 2:53 PM
To: arslist@arslist.org
Subject: [Ext] Help with Escalation on how to Run on Last Record, Only


This email contains a link or attachment. Please make sure it’s from a trusted 
source before you open the attachment or click on the link
Hi folks,
I’m hoping one of you will be able to assist me with what I’m trying to 
accomplish.

My goal is to have Remedy send a notification message to the Service Desk 
whenever our e-mail service stops running. I’m working on an escalation where 
the Primary Form is “AR System Email Messages”. My problem is with the Run If 
Qualification. Here’s what I’ve got so far:

Run If Qualification
(‘Send Message’ = “Yes”) AND (($TIMESTAM$ - ‘Create Date’) > 300)

What I wanted to do was to add a condition to have the escalation only check 
the last record on the form, in order to prevent multiple messages being sent. 
From my research I found some hits indicating I could use something like “ 
(‘Email ID’ = “MAX (‘Email ID’))”, but this isn’t working when I try to add it 
to the qualification.

I’m using Developer Studio Version 9.1.03 with Remedy AR System 9.1.

Any assistance with this would be greatly appreciated.

Thank you,
Susan

Health Sciences North's vision is to be globally recognized for patient-centred 
innovation.

The information contained in this e-mail and document(s) attached are for the 
exclusive use of the addressee and may contain confidential, privileged and 
non-disclosable information. If the recipient of this e-mail is not the 
addressee, such recipient is strictly prohibited from reading, photocopying, 
distributing or otherwise using this e-mail or its content in any way.




This email is subject to certain disclaimers, which may be reviewed via the 
following link. http://www.compass-usa.com/disclaimer/
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RE: [Ext] Help with Escalation on how to Run on Last Record, Only

[Champagne, Susan]

Thank you Randy, for your quick response. How I missed the obvious is beyond me 
right now (no notification if the e-mail service isn’t running); so, thank you 
for pointing that out. I will speak with our server analysts to see if we have 
any such tools to monitor a server.

Much appreciated!

Susan

From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Mckinnish, 
Randy via ARSList
Sent: June-18-18 3:18 PM
To: ARSList
Cc: Mckinnish, Randy
Subject: RE: [Ext] Help with Escalation on how to Run on Last Record, Only

Susan,
Even if the escalation fired and ran, if the email engine service is down I am 
thinking the notification would only queue and not send until the mail engine 
service was online again. Do you use any monitoring tools in-house like scom or 
zabbix? We have had success using those to monitor a service and if the service 
stops, the team is notified and it isn’t dependent on ARS services for delivery 
of the alert that something has gone wrong.

Thanks

From: ARSList mailto:arslist-boun...@arslist.org>> 
On Behalf Of Champagne, Susan
Sent: Monday, June 18, 2018 2:53 PM
To: arslist@arslist.org
Subject: [Ext] Help with Escalation on how to Run on Last Record, Only


This email contains a link or attachment. Please make sure it’s from a trusted 
source before you open the attachment or click on the link
Hi folks,
I’m hoping one of you will be able to assist me with what I’m trying to 
accomplish.

My goal is to have Remedy send a notification message to the Service Desk 
whenever our e-mail service stops running. I’m working on an escalation where 
the Primary Form is “AR System Email Messages”. My problem is with the Run If 
Qualification. Here’s what I’ve got so far:

Run If Qualification
(‘Send Message’ = “Yes”) AND (($TIMESTAM$ - ‘Create Date’) > 300)

What I wanted to do was to add a condition to have the escalation only check 
the last record on the form, in order to prevent multiple messages being sent. 
From my research I found some hits indicating I could use something like “ 
(‘Email ID’ = “MAX (‘Email ID’))”, but this isn’t working when I try to add it 
to the qualification.

I’m using Developer Studio Version 9.1.03 with Remedy AR System 9.1.

Any assistance with this would be greatly appreciated.

Thank you,
Susan

Health Sciences North's vision is to be globally recognized for patient-centred 
innovation.

The information contained in this e-mail and document(s) attached are for the 
exclusive use of the addressee and may contain confidential, privileged and 
non-disclosable information. If the recipient of this e-mail is not the 
addressee, such recipient is strictly prohibited from reading, photocopying, 
distributing or otherwise using this e-mail or its content in any way.




This email is subject to certain disclaimers, which may be reviewed via the 
following link. http://www.compass-usa.com/disclaimer/
Health Sciences North's vision is to be globally recognized for patient-centred 
innovation.
-- 
ARSList mailing list
ARSList@arslist.org
https://mailman.rrr.se/cgi/listinfo/arslist

RE: [Ext] Help with Escalation on how to Run on Last Record, Only

[Powell, Timothy]

You don’t mention if your using ITSM or custom apps, but here’s another way to 
skin the cat which will work if you’re using any kind of console that displays 
assigned tickets. It will work without a console, but would require “somebody” 
monitoring for new helpdesk tickets in some manner.

Have the escalation run as you described. If it finds a match, create a new 
helpdesk ticket for the issue and assign it to your Remedy 
support/administrator team during business hours and maybe your service desk 
group if it’s after hours. Once it pops up on the console, then somebody will 
see it and can take action.

If you want to add some spice to the recipe, get the list of email messages 
meeting the criteria in a table, have the escalation do a table walk using a 
filter guide and you can accomplish the same thing AND get a count of the 
number of messages meeting the criteria, thus adding some sense of urgency to 
the ticket.

Just some thoughts.

Tim Powell


From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Champagne, Susan
Sent: Monday, June 18, 2018 3:27 PM
To: 'ARSList' 
Subject: [EXTERNAL] RE: [Ext] Help with Escalation on how to Run on Last 
Record, Only

Thank you Randy, for your quick response. How I missed the obvious is beyond me 
right now (no notification if the e-mail service isn’t running); so, thank you 
for pointing that out. I will speak with our server analysts to see if we have 
any such tools to monitor a server.

Much appreciated!

Susan

From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Mckinnish, 
Randy via ARSList
Sent: June-18-18 3:18 PM
To: ARSList
Cc: Mckinnish, Randy
Subject: RE: [Ext] Help with Escalation on how to Run on Last Record, Only

Susan,
Even if the escalation fired and ran, if the email engine service is down I am 
thinking the notification would only queue and not send until the mail engine 
service was online again. Do you use any monitoring tools in-house like scom or 
zabbix? We have had success using those to monitor a service and if the service 
stops, the team is notified and it isn’t dependent on ARS services for delivery 
of the alert that something has gone wrong.

Thanks

From: ARSList mailto:arslist-boun...@arslist.org>> 
On Behalf Of Champagne, Susan
Sent: Monday, June 18, 2018 2:53 PM
To: arslist@arslist.org
Subject: [Ext] Help with Escalation on how to Run on Last Record, Only


This email contains a link or attachment. Please make sure it’s from a trusted 
source before you open the attachment or click on the link
Hi folks,
I’m hoping one of you will be able to assist me with what I’m trying to 
accomplish.

My goal is to have Remedy send a notification message to the Service Desk 
whenever our e-mail service stops running. I’m working on an escalation where 
the Primary Form is “AR System Email Messages”. My problem is with the Run If 
Qualification. Here’s what I’ve got so far:

Run If Qualification
(‘Send Message’ = “Yes”) AND (($TIMESTAM$ - ‘Create Date’) > 300)

What I wanted to do was to add a condition to have the escalation only check 
the last record on the form, in order to prevent multiple messages being sent. 
From my research I found some hits indicating I could use something like “ 
(‘Email ID’ = “MAX (‘Email ID’))”, but this isn’t working when I try to add it 
to the qualification.

I’m using Developer Studio Version 9.1.03 with Remedy AR System 9.1.

Any assistance with this would be greatly appreciated.

Thank you,
Susan

Health Sciences North's vision is to be globally recognized for patient-centred 
innovation.

The information contained in this e-mail and document(s) attached are for the 
exclusive use of the addressee and may contain confidential, privileged and 
non-disclosable information. If the recipient of this e-mail is not the 
addressee, such recipient is strictly prohibited from reading, photocopying, 
distributing or otherwise using this e-mail or its content in any way.




This email is subject to certain disclaimers, which may be reviewed via the 
following link. http://www.compass-usa.com/disclaimer/
Health Sciences North's vision is to be globally recognized for patient-centred 
innovation.
-- 
ARSList mailing list
ARSList@arslist.org
https://mailman.rrr.se/cgi/listinfo/arslist

Re: [Ext] Help with Escalation on how to Run on Last Record, Only

[Jason Miller]

What I have done in the past is to create an configuration form where there
is a single configuration record for each escalation I wanted to only run
on one record.  Basically you create a form that stores your configuration
with a status (allows you to easily "turn off" this escalation record) and
some unique identifier the Run If of your escalations looks for.

Let's call our form "SHR:Escalations". In this example have one record in
the form with the Name (can use Short Description field if you would like)
"CHECK_4_PENDING_EMAIL". You then create an escalation against the
SHR:Escalations form with the Run If:  'Status' = "Enabled" and 'Name' = "
CHECK_4_PENDING_EMAIL"

When you escalation fires (once) it performs a modification to this
configuration record (you could use a Display Only field and not modify the
record) which then kicks off a filter that will go look for matching AR
System Email Messages records (your Run If in your original email) and if
there is a match set a field with some data from that transaction (like Email
ID of a matching record, let's call the field zTmpPendingEmail_ID).

One thing to note if   zTmpPendingEmail_ID  is a regular field, since it is
very likely that same Email Messages record will be found by the Set Fields
after the email engine stops sending mail, the transaction will only be
different the first time the escalation runs (after the email engine stops
sending email). You may or may not want this (example only notify people
once when the system stopped sending email). If you want to notify people
each time the escalation runs after the email engine stops sending email
you can use something like $Email ID$  + "_" + $TIMESTAMP$ in your Set
Fields.

You then have a filter(s) with Run If like   'Status' = "Enabled" AND
'Name' = "CHECK_4_PENDING_EMAIL" AND 'DB.zTmpPendingEmail_ID'  != '
zTmpPendingEmail_ID'  that do whatever you want. You could call a
script to send an email from the OS instead of using the Email Engine.

When I have used this setup in the past to address the email engine not
sending email, I found restarting the email engine would usually take care
of the issue so there was no manual intervention needed.  You can look at
this tread for an example batch file that will restart the email engine
(Windows) and there is also at least one other idea that uses a .vbs script
to monitor email:  https://mailman.rrr.se/arslist/1103/msg00794.html

The other thing I have see is a scheduled SQL job runs every few minutes
that basically does the same thing, looking for older email messages
records that have not been sent, and then sends a notification via the DB's
mail system.

Jason


On Mon, Jun 18, 2018 at 2:27 PM, Champagne, Susan 
wrote:

> Thank you Randy, for your quick response. How I missed the obvious is
> beyond me right now (no notification if the e-mail service isn’t running);
> so, thank you for pointing that out. I will speak with our server analysts
> to see if we have any such tools to monitor a server.
>
>
>
> Much appreciated!
>
>
>
> Susan
>
>
>
> *From:* ARSList [mailto:arslist-boun...@arslist.org] *On Behalf Of *Mckinnish,
> Randy via ARSList
> *Sent:* June-18-18 3:18 PM
> *To:* ARSList
> *Cc:* Mckinnish, Randy
> *Subject:* RE: [Ext] Help with Escalation on how to Run on Last Record,
> Only
>
>
>
> Susan,
>
> Even if the escalation fired and ran, if the email engine service is down
> I am thinking the notification would only queue and not send until the mail
> engine service was online again. Do you use any monitoring tools in-house
> like scom or zabbix? We have had success using those to monitor a service
> and if the service stops, the team is notified and it isn’t dependent on
> ARS services for delivery of the alert that something has gone wrong.
>
>
>
> Thanks
>
>
>
> *From:* ARSList  *On Behalf Of *Champagne,
> Susan
> *Sent:* Monday, June 18, 2018 2:53 PM
> *To:* arslist@arslist.org
> *Subject:* [Ext] Help with Escalation on how to Run on Last Record, Only
>
>
>
> This email contains a link or attachment. Please make sure it’s from a
> trusted source before you open the attachment or click on the link
>
> Hi folks,
>
> I’m hoping one of you will be able to assist me with what I’m trying to
> accomplish.
>
>
>
> My goal is to have Remedy send a notification message to the Service Desk
> whenever our e-mail service stops running. I’m working on an escalation
> where the Primary Form is “AR System Email Messages”. My problem is with
> the Run If Qualification. Here’s what I’ve got so far:
>
>
>
> Run If Qualification
>
> (‘Send Message’ = “Yes”) AND (($TIMESTAM$ - ‘Create Date’) > 300)
>
>
>
> What I wanted to do was to add a condition to have the escalation only
> check the last record on the form, in order to prevent multiple messages
> being sent. From my research I found some hits indicating I could use
> something like “ (‘Email ID’ = “MAX (‘Email ID’))”, but this isn’t working
> when I try to add it to the qualification.
>
>
>

Re: [Ext] Help with Escalation on how to Run on Last Record, Only

[pritch via ARSList]

What I’ve done in the past on this is if the queue is backing up (I set up a 
diagnostics form where I can put the number of records that is the threshold) 
and run an escalation against that form (in this case the ar system email 
message form for how many are set to ‘Yes’.  You can use the ‘lastcount’ 
keyword into a field after a dummy set field action or something like that.

In the case of the emails not going out (as was mentioned) you can’t send an 
email out as a notification,  but you can put some sort of display field on the 
console that then is displayed to say the service desk folks when they’re in 
the console or even when they bring up a new incident (have the field display 
for that group or functional role) if they number of messages are above the 
threshold.

I’ve even set two thresholds in some cases – one for a warning (where the 
number may be high, but not calling for immediate action and another for an 
outright error.  I’ve done this for emails, DSO actions, sys:action and other 
transitional forms where a process is run on the records.

Hope this helps a bit.


- Original Message -
From: "Powell, Timothy" 
To: "arslist" 
Sent: Monday, June 18, 2018 4:00:26 PM
Subject: RE: [Ext] Help with Escalation on how to Run on Last Record, Only

You don’t mention if your using ITSM or custom apps, but here’s another way to 
skin the cat which will work if you’re using any kind of console that displays 
assigned tickets. It will work without a console, but would require “somebody” 
monitoring for new helpdesk tickets in some manner. 



Have the escalation run as you described. If it finds a match, create a new 
helpdesk ticket for the issue and assign it to your Remedy 
support/administrator team during business hours and maybe your service desk 
group if it’s after hours. Once it pops up on the console, then somebody will 
see it and can take action. 



If you want to add some spice to the recipe, get the list of email messages 
meeting the criteria in a table, have the escalation do a table walk using a 
filter guide and you can accomplish the same thing AND get a count of the 
number of messages meeting the criteria, thus adding some sense of urgency to 
the ticket. 



Just some thoughts. 




Tim Powell 







From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Champagne, 
Susan 
Sent: Monday, June 18, 2018 3:27 PM 
To: 'ARSList'  
Subject: [EXTERNAL] RE: [Ext] Help with Escalation on how to Run on Last 
Record, Only 




Thank you Randy, for your quick response. How I missed the obvious is beyond me 
right now (no notification if the e-mail service isn’t running); so, thank you 
for pointing that out. I will speak with our server analysts to see if we have 
any such tools to monitor a server. 



Much appreciated! 




Susan 





From: ARSList [ [ mailto:arslist-boun...@arslist.org | 
mailto:arslist-boun...@arslist.org ] ] On Behalf Of Mckinnish, Randy via 
ARSList 
Sent: June-18-18 3:18 PM 
To: ARSList 
Cc: Mckinnish, Randy 
Subject: RE: [Ext] Help with Escalation on how to Run on Last Record, Only 




Susan, 

Even if the escalation fired and ran, if the email engine service is down I am 
thinking the notification would only queue and not send until the mail engine 
service was online again. Do you use any monitoring tools in-house like scom or 
zabbix? We have had success using those to monitor a service and if the service 
stops, the team is notified and it isn’t dependent on ARS services for delivery 
of the alert that something has gone wrong. 



Thanks 




From: ARSList < [ mailto:arslist-boun...@arslist.org | 
arslist-boun...@arslist.org ] > On Behalf Of Champagne, Susan 
Sent: Monday, June 18, 2018 2:53 PM 
To: [ mailto:arslist@arslist.org | arslist@arslist.org ] 
Subject: [Ext] Help with Escalation on how to Run on Last Record, Only 




This email contains a link or attachment. Please make sure it’s from a trusted 
source before you open the attachment or click on the link 


Hi folks, 

I’m hoping one of you will be able to assist me with what I’m trying to 
accomplish. 



My goal is to have Remedy send a notification message to the Service Desk 
whenever our e-mail service stops running. I’m working on an escalation where 
the Primary Form is “AR System Email Messages”. My problem is with the Run If 
Qualification. Here’s what I’ve got so far: 



Run If Qualification 

(‘Send Message’ = “Yes”) AND (($TIMESTAM$ - ‘Create Date’) > 300) 



What I wanted to do was to add a condition to have the escalation only check 
the last record on the form, in order to prevent multiple messages being sent. 
From my research I found some hits indicating I could use something like “ 
(‘Email ID’ = “MAX (‘Email ID’))”, but this isn’t working when I try to add it 
to the qualification. 



I’m using Developer Studio Version 9.1.03 with Remedy AR System 9.1. 



Any assistance with this would be greatly appreciated. 



Thank you, 

Susan 



Health Sciences North's 

Re: Using PERFORM-ACTION-SAVE-ATTACHMENT to FTP files?

[Jason Miller]

I have always used a script to either send via FTP (SFTP) or SCP (using
putty if on Windows). Basically create a filter that saves your attachment
to the server's disk and then have a script that picks up the file, sends
it and deletes it from the file system.

Jason

On Mon, Jun 18, 2018 at 1:37 PM, Peter Rodriguez <
prodrig...@kmbs.konicaminolta.us> wrote:

> I have request to have the ability to FTP an attachment on an HPD:WorkLog
> record to an FTP location.  I've read many posts online and have made
> several attempts to achieve this but without success.  Can anybody provide
> some direction that may have done something like this before please?  Any
> assistance is greatly appreciated.
>
> --
> ARSList mailing list
> ARSList@arslist.org
> https://mailman.rrr.se/cgi/listinfo/arslist
>
>
-- 
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https://mailman.rrr.se/cgi/listinfo/arslist

Re: [Ext] Help with Escalation on how to Run on Last Record, Only

[Dave Shellman]

In the past I created a process that would send out an email that would
create a record in another form.  This method tested outbound/inbound
email.  The process would excercise 4 mail accounts that were setup for
incoming email.  It would also provide us with health info on the email
servers.

The outbound email would contain a GUID.  When the inbound email was
received, a filter would set the status field of the record in the sending
form to Received that using the GUID.  An escalation would run every 20
minutes checking the Status field.  If any records matched, an SMS would be
sent to the admins.

Dave

On Mon, Jun 18, 2018 at 4:28 PM pritch via ARSList 
wrote:

> What I’ve done in the past on this is if the queue is backing up (I set up
> a diagnostics form where I can put the number of records that is the
> threshold) and run an escalation against that form (in this case the ar
> system email message form for how many are set to ‘Yes’.  You can use the
> ‘lastcount’ keyword into a field after a dummy set field action or
> something like that.
>
> In the case of the emails not going out (as was mentioned) you can’t send
> an email out as a notification,  but you can put some sort of display field
> on the console that then is displayed to say the service desk folks when
> they’re in the console or even when they bring up a new incident (have the
> field display for that group or functional role) if they number of messages
> are above the threshold.
>
> I’ve even set two thresholds in some cases – one for a warning (where the
> number may be high, but not calling for immediate action and another for an
> outright error.  I’ve done this for emails, DSO actions, sys:action and
> other transitional forms where a process is run on the records.
>
> Hope this helps a bit.
>
>
> - Original Message -
> From: "Powell, Timothy" 
> To: "arslist" 
> Sent: Monday, June 18, 2018 4:00:26 PM
> Subject: RE: [Ext] Help with Escalation on how to Run on Last Record, Only
>
> You don’t mention if your using ITSM or custom apps, but here’s another
> way to skin the cat which will work if you’re using any kind of console
> that displays assigned tickets. It will work without a console, but would
> require “somebody” monitoring for new helpdesk tickets in some manner.
>
>
>
> Have the escalation run as you described. If it finds a match, create a
> new helpdesk ticket for the issue and assign it to your Remedy
> support/administrator team during business hours and maybe your service
> desk group if it’s after hours. Once it pops up on the console, then
> somebody will see it and can take action.
>
>
>
> If you want to add some spice to the recipe, get the list of email
> messages meeting the criteria in a table, have the escalation do a table
> walk using a filter guide and you can accomplish the same thing AND get a
> count of the number of messages meeting the criteria, thus adding some
> sense of urgency to the ticket.
>
>
>
> Just some thoughts.
>
>
>
>
> Tim Powell
>
>
>
>
>
>
>
> From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of
> Champagne, Susan
> Sent: Monday, June 18, 2018 3:27 PM
> To: 'ARSList' 
> Subject: [EXTERNAL] RE: [Ext] Help with Escalation on how to Run on Last
> Record, Only
>
>
>
>
> Thank you Randy, for your quick response. How I missed the obvious is
> beyond me right now (no notification if the e-mail service isn’t running);
> so, thank you for pointing that out. I will speak with our server analysts
> to see if we have any such tools to monitor a server.
>
>
>
> Much appreciated!
>
>
>
>
> Susan
>
>
>
>
>
> From: ARSList [ [ mailto:arslist-boun...@arslist.org | mailto:
> arslist-boun...@arslist.org ] ] On Behalf Of Mckinnish, Randy via ARSList
> Sent: June-18-18 3:18 PM
> To: ARSList
> Cc: Mckinnish, Randy
> Subject: RE: [Ext] Help with Escalation on how to Run on Last Record, Only
>
>
>
>
> Susan,
>
> Even if the escalation fired and ran, if the email engine service is down
> I am thinking the notification would only queue and not send until the mail
> engine service was online again. Do you use any monitoring tools in-house
> like scom or zabbix? We have had success using those to monitor a service
> and if the service stops, the team is notified and it isn’t dependent on
> ARS services for delivery of the alert that something has gone wrong.
>
>
>
> Thanks
>
>
>
>
> From: ARSList < [ mailto:arslist-boun...@arslist.org |
> arslist-boun...@arslist.org ] > On Behalf Of Champagne, Susan
> Sent: Monday, June 18, 2018 2:53 PM
> To: [ mailto:arslist@arslist.org | arslist@arslist.org ]
> Subject: [Ext] Help with Escalation on how to Run on Last Record, Only
>
>
>
>
> This email contains a link or attachment. Please make sure it’s from a
> trusted source before you open the attachment or click on the link
>
>
> Hi folks,
>
> I’m hoping one of you will be able to assist me with what I’m trying to
> accomplish.
>
>
>
> My goal is to have Remedy send a notification message to the Service