RE: [Ext] Help with Escalation on how to Run on Last Record, Only
Thank you to all of you for your great suggestions…I really do appreciate it. For now, I’m going to rely on the “Recovery” settings on the BMC Remedy Email Engine service to restart the service in the event it should stop. In the meantime, I will spend some time going through each of your ideas and see what I can come up with. Thanks again, Susan From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Dave Shellman Sent: June-18-18 4:46 PM To: ARSList Subject: Re: [Ext] Help with Escalation on how to Run on Last Record, Only 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 mailto:arslist@arslist.org>> 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" mailto:timothy.powe...@nscorp.com>> To: "arslist" mailto:arslist@arslist.org>> 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<mailto:arslist-boun...@arslist.org>] On Behalf Of Champagne, Susan Sent: Monday, June 18, 2018 3:27 PM To: 'ARSList' mailto:arslist@arslist.org>> 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> | 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 ser
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<mailto: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
Help with Escalation on how to Run on Last Record, Only
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.
--
ARSList mailing list
ARSList@arslist.org
https://mailman.rrr.se/cgi/listinfo/arslist
Windows Updates: problem loading Remedy windows
Hi folks, This morning, I ran the installation of 12 important windows updates on my computer, and after doing so, I was unable to load the Overview Console page, as well as the Requester Console page, using the Mid-tier application. The windows updates are only available to the IT department, in our organization, at this time, and most of the IT department will be installing those updates at end of shift today; so, I am hoping to find a solution to this issue before tomorrow morning, since, as I have discovered, anyone using Internet Explorer 8 will be affected in the same way. I have confirmed this on multiple test machines. Version and Application Information: Remedy AR Server and ITSM version: 7.6.04 Internet Explorer (IE) version: 8 Windows Updates that were installed this morning: [cid:image003.jpg@01D11C87.AB489B40] What happens? I am successful in opening the Remedy login page. After entering my login credentials, the "Loading" symbol appears, but within a few seconds I receive an Internet Explorer error, "Internet Explorer has stopped working". See details from the error message below. Problem signature: Problem Event Name:APPCRASH Application Name: iexplore.exe Application Version: 8.0.7601.19038 Application Timestamp: 563aaf88 Fault Module Name: StackHash_9ca8 Fault Module Version:6.1.7601.19045 Fault Module Timestamp: 56258e62 Exception Code: c374 Exception Offset:000ced0b OS Version: 6.1.7601.2.1.0.256.48 Locale ID: 4105 Additional Information 1: 9ca8 Additional Information 2: 9ca820e26c7f3f642692a7b7589516d0 Additional Information 3: fc9d Additional Information 4: fc9df3f7bc4e062fb84198738d172231 The information triggered in the Event Application logs is as follows: Faulting application name: iexplore.exe, version: 8.0.7601.19038, time stamp: 0x563aaf88 Faulting module name: ntdll.dll, version: 6.1.7601.19045, time stamp: 0x56258e62 Exception code: 0xc374 Fault offset: 0x000ced0b Faulting process id: 0x1d04 Faulting application start time: 0x01d11cadf3984cc2 Faulting application path: C:\Program Files (x86)\Internet Explorer\iexplore.exe Faulting module path: C:\Windows\SysWOW64\ntdll.dll Report Id: 32f3e979-88a1-11e5-bd31-005056c8 What I've tried: 1. Running sfc /scannnow: nothing found; no change 2. Running IE 8 without any Add-ons: no change 3. Uninstalling the update for IE 8: no change 4. Reinstalling the update for IE 8: no change 5. Resetting IE 8 to default security settings: no change 6. Using another browser (Google Chrome; Mozilla Firefox; IE 11): all work fine on the affected computers. This is not a solution for everyone in our organization, as many users must continue to use IE 8 due to compatibility issues with other programs they are utilizing. Any assistance you may have to offer on this matter 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Resolved::::Windows Updates: Problem loading Remedy Windows
Hi folks, We have found the Windows update that caused the problem, "Security Update for Microsoft Windows (KB3097877); once uninstalled and a reboot of the computer was complete, things appear to be back to normal. Hopefully this information will be of help to some of 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Email Error Logs bombarded with errors
Hi folks, Between 10:14 and 11:51, this morning, our email error logs form was bombarded with over 15,000 SEVERE error alerts. During this time, the e-mail flow continued. Our system is set up for outgoing messages, only. Remedy 7.6.04 SP3 I have found, in the recent past, that we have encountered several SEVERE error messages, similar to what occurred today, but never to the magnitude of today's occurrence. At first, I suspected this issue may have multiplied due to a filter I had recently created which would, on Submit of the AR System Email Error Logs form, send an e-mail notification to our Service Desk, alerting them of the error. So, I disabled the filter to eliminate it as a possible contributor to the issue. This was after over 5,000 messages had be received by our Service Desk, regarding these email errors. There were a variety of errors that occurred during this timeframe. The first error was: Error Log Message Text: [EOF] javax.mail.MessagingException: [EOF] at com.sun.mail.smtp.SMTPTransport.issueCommand(SMTPTransport.java:1363) at com.sun.mail.smtp.SMTPTransport.helo(SMTPTransport.java:836) at com.sun.mail.smtp.SMTPTransport.protocolConnect(SMTPTransport.java:375) at javax.mail.Service.connect(Service.java:275) at com.bmc.arsys.emaildaemon.MBConnection.openTransport(MBConnection.java:243) at com.bmc.arsys.emaildaemon.MBConnection.init(MBConnection.java:69) at com.bmc.arsys.emaildaemon.MBConnectionPool.createPool(MBConnectionPool.java:167) at com.bmc.arsys.emaildaemon.MBConnectionPool.refreshPool(MBConnectionPool.java:147) at com.bmc.arsys.emaildaemon.SenderModule.sendMessage(SenderModule.java:388) at com.bmc.arsys.emaildaemon.SenderModule.sendMessage(SenderModule.java:372) at com.bmc.arsys.emaildaemon.SenderModule.doWork(SenderModule.java:184) at com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:302) at java.lang.Thread.run(Unknown Source) Other errors were: Entry does not exist in database The field is a core system field and cannot be changed 1 Could not connect to SMTP host: . Exception Reading Response I have never been able to find an explanation to account for the errors in the past, but I'm hoping maybe one of you will be able to assist me in shedding some light on what may have been a root cause for such an episode. Thank you for any assistance you may be able to provide. Susan Champagne 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: BIRT report: Previous month function; and ability to schedule?
Thank you for your response LJ. I’m a real novice, so, as logical as your suggestion is, it is a little intimidating to me. I was really hoping there would be a simple BIRT function, that would work. I’ll continue to play with it, and hopefully eventually find the solution. Susan Champagne From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing Sent: March-12-15 9:49 AM To: arslist@ARSLIST.ORG Subject: Re: BIRT report: Previous month function; and ability to schedule? ** Susan, Just thoughts off the top of my headon button press 1 - using MONTH and YEAR functions, collect tmp values for last month, last year, current month, and current year for $DATE$ 2 - Do some sort of calculation that determines if last month is 0, then set it to 12, and if last month is 12, set last year -1 (to capture Dec last year) 3 - Set a Date/Time field = $lastMonth$/1/$lastYear$, set another to $currentMonth$/1/$currentYear$ 4 - now that you have the date/time values for the first of the month for last month, and the first of the month for this month, do an open window action of type report, utilizing the new calculated date/time values from step 3 as qualification of what should be in the report In theory, that should 'always' work for last month data, ensuring the query is 'DateTime' = $lastMonthDate$ AND 'DateTime' $thisMonthDate$. This query of course runs in 'your' timezone, so results may vary depending on who presses the button and what timezone they are in...but should work pretty good. On Thu, Mar 12, 2015 at 7:34 AM, Champagne, Susan schampa...@hsnsudbury.camailto:schampa...@hsnsudbury.ca wrote: ** Hi folks, I am struggling with trying to get the correct syntax, using BIRT Functions, to acquire results for “last month”. I am simply trying to pull the list of tasks that were assigned to a particular group. So, for example, I will run the report in any day of March, and the results should display all data from the month of February. Then, in April, I will expect the results to display the March data. I have found several suggestions, online, but none have given the correct results. Also, if you know of a means of scheduling a report to be e-mailed automatically, from Remedy, please let me know. Using ITSM 7.6.04. Your assistance with these questions is most appreciated. Thank you, Susan Champagne 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. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ Health Sciences North's vision is to be globally recognized for patient-centred innovation. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
BIRT report: Previous month function; and ability to schedule?
Hi folks, I am struggling with trying to get the correct syntax, using BIRT Functions, to acquire results for last month. I am simply trying to pull the list of tasks that were assigned to a particular group. So, for example, I will run the report in any day of March, and the results should display all data from the month of February. Then, in April, I will expect the results to display the March data. I have found several suggestions, online, but none have given the correct results. Also, if you know of a means of scheduling a report to be e-mailed automatically, from Remedy, please let me know. Using ITSM 7.6.04. Your assistance with these questions is most appreciated. Thank you, Susan Champagne 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Looking for a Good Remedy Support Company
We are looking for an ongoing support company. And, we will also, eventually, be looking for folks who can guide us through upgrades and such. Susan From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Abdul Moid Sent: September-24-14 11:22 PM To: arslist@ARSLIST.ORG Subject: Re: Looking for a Good Remedy Support Company ** Hi Susan, Are you looking for a support company or folks to support the ongoing project. Would like to know the details,so that we can proceed further iff? On Wed, Sep 24, 2014 at 8:31 PM, Champagne, Susan schampa...@hsnsudbury.camailto:schampa...@hsnsudbury.ca wrote: ** Hi folks, We’re in the market for a reliable, knowledgeable Remedy support company, preferably located in Ontario, Canada. If you can recommend any, I would appreciate it. We are currently only using Remedy Incident Management 7.6.04. We will need some knowledgeable support to assist us in building our CMDB; implement Change Management; implement Knowledge Management, etc. Any recommendations would be greatly appreciated. Thank you, Susan Champagne Remedy Administrator Health Sciences North, Sudbury, Ontario 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. _ARSlist: Where the Answers Are and have been for 20 years_ -- Abdul Moid Mohammed _ARSlist: Where the Answers Are and have been for 20 years_ 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Looking for a Good Remedy Support Company
Hi folks, We're in the market for a reliable, knowledgeable Remedy support company, preferably located in Ontario, Canada. If you can recommend any, I would appreciate it. We are currently only using Remedy Incident Management 7.6.04. We will need some knowledgeable support to assist us in building our CMDB; implement Change Management; implement Knowledge Management, etc. Any recommendations would be greatly appreciated. Thank you, Susan Champagne Remedy Administrator Health Sciences North, Sudbury, Ontario 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
How to Add Items to Resolution Method
Hi folks, I have been asked to add an addition menu item to the Resolution Method selection list in Incident Management, but I cannot find any documentation on how to accomplish this. I am using Remedy ITSM 7.6.04 with the Classic View. I have found that the associated menu is named, CFG:MNI:ResolutionMethod-Q If you know how to add items to this menu, CFG:MNI:ResolutionMethod-Q, please let me know. Thank you, Susan Champagne 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
How to Add Items to Resolution Method
Update: I have received some assistance on this matter and the problem has been solved. Here's how: 1. From the Object List, open the form, CFG:MenuItems, in New mode. 2. From the Menu Type field, select Resolution Method. 3. In the Menu Label 1 field, enter the new menu item. 4. In the Menu Value 1 field, enter the new menu item. 5. In the Menu Order 1 field, enter a unique value, different from the other item order numbers. 6. Save Thank you Mandy! Susan Champagne Hi folks, I have been asked to add an addition menu item to the Resolution Method selection list in Incident Management, but I cannot find any documentation on how to accomplish this. I am using Remedy ITSM 7.6.04 with the Classic View. I have found that the associated menu is named, CFG:MNI:ResolutionMethod-Q If you know how to add items to this menu, CFG:MNI:ResolutionMethod-Q, please let me know. Thank you, Susan Champagne 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Login.jsp shows up when CustomizedLogin.jsp gives error
Hi Laurent and Jason, Thank you for your replies; I am very much an amateur with Remedy, so any help is so much appreciated. I will go through your suggestions and see if I can make something work. Thanks again, Susan Champagne From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of laurent matheo Sent: August-28-14 9:24 PM To: arslist@ARSLIST.ORG Subject: Re: Login.jsp shows up when CustomizedLogin.jsp gives error ** Hi Jason :) I guess you were thinking about arsystem.inclusion_goto_urls: https://communities.bmc.com/thread/95765 But it seems it only works for the logout servlet if you do a customize button and you are using goto (?): https://docs.bmc.com/docs/display/public/ars81/Creating+a+login+or+logout+form+element+button The problem is that the login.jsp page is hardcoded in DefaultAuthenticator.class from MidTier.jar. I°) first solution: Soo, I used a hexa editor to change the value from login.jsp to klatu.jsp. My login page is klatu.jsp and when the login fails, it's redirected to klatu.jsp so it seems to work in this case :) Then the problem is that you can't really put whatever you want in url because of course the .class is byte coded, so if you put klatuishere.jsp it's too long. One way I did it was I had a page klatuishere.jsp which is my login page. Though in the class file, I just put klatu.jsp to respect the string length. In klatu.jsp, I have a simple redirect to klatuishere.jsp :) It seems to work. The problem is that it means that of course the klatu.jsp page will be called for all failed login, and maybe you don't want this since it replaces one hardcoded value by another... II°) Other way: Let's say you have two pages, one login_normal.jsp for standard users and klatuishere.jsp for special users. When someone uses the special klatuishere.jsp, you generate a special cookie and you store the information klatu in it. If the user user login_normal.jsp, just store login inside the cookie. After the failed login, you are sent back to login.jsp, though in this file you modify it to read the content of the cookie. If inside the cookie you see klatu, you redirect to klatuishere.jsp, else to login_normal.jsp. It seems to be working, I made a test. Though I made quite some screencaptures and a video so well... If you want how it went, please check this url, you have the explanation of both methods, the source codes and the video that shows the demo: https://communities.bmc.com/docs/DOC-32806 On 28 Aug, 2014,at 11:52 PM, Jason Miller jason.mil...@gmail.commailto:jason.mil...@gmail.com wrote: ** It isn't Remedy workflow objects that handle this. It is coded into Mid Tier. Purely guessing but you could likely find the .jsp or .jsfile that has the logic and path you could change. I am figuring you have customer that are using login.jsp as a valid page? Is this group of users that are using the custom login page more important (for a lack of a better term) than customers hitting the login.jsp page? I have to question the level of effort to make this work as desired vs. the benefit. I have a fuzzy recollection of an 8.x feature to perform custom custom redirection but I can't find it in documentation. I don't remember the context other than something to do with URLs or redirecting to web pages so I am not sure if this newish feature is a possible solution. Beyond Remedy stuff if your users that need a special login page have some way they can be identified by their machine (like computer subnet, etc.) you probably do something fancy with Apache httpd (mod_rewrite) or scripting in IIS. Still wondering if the ROI is there though. Jason On Thu, Aug 28, 2014 at 10:06 AM, Champagne, Susan schampa...@hsnsudbury.camailto:schampa...@hsnsudbury.ca wrote: ** Hi folks, I’m trying to find out where the workflow is coming from that causes the login.jsp page to display when using a customizedLogin.jsp page encounters ARERR 9388 (Authentication failed). We have a customized login page for a group of users, which displays correct; the problem occurs when the user mistypes his/her user name or password and encounters the Authentication failed error. As the error appears, the window and url change to display the url and page for the login.jsp. We’re using Mid Tier with Remedy 7.6.04. Can you assit, please? Susan Champagne 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. _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
Login.jsp Redirection: Many Thanks: Laurent Matheo
I just want to say how impressed I am with the amount of time Laurent put into showing me and others how to accomplish the task of redirecting to a login page other than login.jsp. The youtube video, as well as all of the attached documents/screen shots are phenomenal. I have learned so much and you have provided me with options from which I can choose. I will indeed stay away from the not for the faint of heart option, :) and stick with the cookie option. Thank you so much! Susan Champagne 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Login.jsp shows up when CustomizedLogin.jsp gives error
Hi folks, I'm trying to find out where the workflow is coming from that causes the login.jsp page to display when using a customizedLogin.jsp page encounters ARERR 9388 (Authentication failed). We have a customized login page for a group of users, which displays correct; the problem occurs when the user mistypes his/her user name or password and encounters the Authentication failed error. As the error appears, the window and url change to display the url and page for the login.jsp. We're using Mid Tier with Remedy 7.6.04. Can you assit, please? Susan Champagne 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
New Status Reason Menu Items Still Not Working
Hi folks, This message is a follow-up to my issue I requested assistance with late last week regarding my new Status Reason menu items causing ARERR 1291220 The Status Reason field requires a value when the status is either pending or resolved. Select the status reason from the menu. The issue continues... What I have discovered: * the new menu items work without issue on my development system. They (2 new menu items) fail on my production system. * From the Developer Studio, I found that the new menu items show up in the Status_Reason_Hidden field on the HPD:Help Desk Classic form on our development system; they do not show up on this form on the production system What I have done: * I have followed the same steps to create these menu items on both my production and my development systems, using the same IDs and the same selection codes. * I had done a Sync Cache on the development system to enable the successful functionality of these menu items on the development system; this did not work on the production system * I have flushed the cache on the production system multiple times, now; also cleared my IE cache each time * I have restarted the production application server, as well as the web server; then repeated the flushing of the cache and cleared my IE cache Differences in the two systems (Development and Production) Development Mid tier and Applications reside on one server; Production has separate servers for Mid Tier and Applications. Using Remedy 7.6.04, classic view. Your assistance with this matter is most appreciated. Thank you, Susan Champagne 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Added Status Reason gives ARERR 1291220
Hi Lou, Thank you for the reply. I had already completed the steps you provided with the exception of flushing the cache. The funny thing is, I followed the same steps on my development system and it works there. I just tried doing a Sync Cache on the production system, then cleared my IE cache, but the problem still exists. I will have to wait till non-business hours to flush the cache on the production system. No, we're not using Business Objects. Again, thank you for your response. My fingers are crossed that the flushing of the cache will resolve my issue. Sue From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Furtado, Lou Sent: August-08-14 4:05 PM To: arslist@ARSLIST.ORG Subject: Re: Added Status Reason gives ARERR 1291220 ** Since I just ran into this also here is what has to be done on the HPD:Help Desk form: Here are the high level steps that we went through to add the status reason items to the form definition: 1. Connect to server with Dev Studio 2. Open up 'Forms' 3. Open up HPD:Help Desk form 4. Click on 'Outline' (Located on the right hand side of screen typically) 5. Click on 'Show Table Overview' (Icon on top right corner of outline panel) 6. Sort by Name 7. Select StatusReason field 8. Click on Properties 9. Click on the selection section 10. Click 'Add' 11. Name = Name of Status Reason and ID = ID of the menu record 12. Save the form Oh by the way you need to clear the cache on the server also for this to take effect. Also the users will need to clear the cache in their browser. Also are you using Business Objects - because if you are the older versions of Remedy like yours and mine require another step. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Champagne, Susan Sent: Friday, August 08, 2014 12:18 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Added Status Reason gives ARERR 1291220 ** Hi folks, I have added a new status reason to be associated with the Resolved status on incident requests. The entry shows up, but when saving an incident with this selection, it triggers ARERR 1291220 The Status Reason field requires a value when We are using the classic view with Remedy 7.6.04. I have added the entry into the HPD:Help Desk form, as well as to the SYS:Status Reason Menu Items form, with ID matching the Selection Code. I wondered, after receiving the error message, if I was supposed to do something on the HPD:Help Desk Classic form, as well; my efforts to add an entry to the Status_Reason_Hidden field were fruitless; after creating an overlay of the field, the Add button was still greyed out. Your assistance with this matter would be greatly appreciated. Thank you, Susan Champagne 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. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Added Status Reason gives ARERR 1291220
Hi folks, I have added a new status reason to be associated with the Resolved status on incident requests. The entry shows up, but when saving an incident with this selection, it triggers ARERR 1291220 The Status Reason field requires a value when We are using the classic view with Remedy 7.6.04. I have added the entry into the HPD:Help Desk form, as well as to the SYS:Status Reason Menu Items form, with ID matching the Selection Code. I wondered, after receiving the error message, if I was supposed to do something on the HPD:Help Desk Classic form, as well; my efforts to add an entry to the Status_Reason_Hidden field were fruitless; after creating an overlay of the field, the Add button was still greyed out. Your assistance with this matter would be greatly appreciated. Thank you, Susan Champagne 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Support Groups: Best Practice?
Hi Tim, Thanks so much for sharing your organization's Support Group structure. It sounds like a good way to go, however, I believe I have come to a conclusion with my dilemma. I have found that I can give limited access to the support groups' team leads to be able to add and remove members on their own. So, with this access: * There is no concern about me being available to add or remove support group members on the fly * The incidents will remain assigned to the appropriate support group, which is part of the reporting requirements. * The support groups will only consist of the primary and secondary support persons, plus the team leads * The number of notification messages will decrease substantially. I have learned a lot from the information you and others have shared with me. I truly appreciate it. Thanks again, Susan Champagne From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Timothy Powell Sent: July-09-14 12:05 PM To: arslist@ARSLIST.ORG Subject: Re: Support Groups: Best Practice? ** Oh...and this greatly reduced our data management workload. If something changed in ref to people and the group he/she is in, all I now have to do is management membership for the specific local group and the master group (vs. having to adjust 35 groups in your potential situation). Tim From: Timothy Powell [mailto:timothy.pow...@pbs-consulting.com] Sent: Wednesday, July 09, 2014 12:02 PM To: 'arslist@ARSLIST.ORG' Subject: RE: Support Groups: Best Practice? Ok, we had a similar situation with our desktop support people. Here is what we did. We created separate desktop groups for each location (in your case for each specific app). So for example: Desktop-Orlando, Desktop-Charlotte, etc. In your case it might look like Support-App1, Support-App2, etc. Each of these specific groups only contained the people in that specific location. In your case, they would only contain the people specifically responsible for that application. We then created a master group. Call it Desktop-Master. In your case it might be Application-Master. We added all members to the Master group. We added the overall manager to ALL groups as an associate member and marked them unavailable for assignment. We did this so that the manager could go in to any group at any time and reassign the ticket from a specific group to the master group for just the reasons you indicate. In case the specific group members were unavailable for whatever reason. This reduced the overall number of notifications, gave us some specific data for reporting and still allowed for maximum coverage as needed. We also built our assignment rules so that the specific groups were auto-assigned tickets based on location (in your case by specific app) and made sure they appeared as the first pick in the list if somebody clicked the Auto-Assign link. We then configured the assignment rules so that the master group acted as an auto-assignment catch all group and made sure they appeared 2nd in the list if somebody clicked the Auto-Assign link, thus establishing a manual assignment hierarchy. HTH, Tim From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Champagne, Susan Sent: Tuesday, July 08, 2014 5:24 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Support Groups: Best Practice? ** Hi Tim, The end goal, from the requester's view, is to eliminate the currently set process of Assignment to Individuals. I am in total agreement of getting to this end result; it's just that I feel we could/should accomplish this end result in a different manner. The manager of the group wants to have the ability for his users to be able to filter the Overview Console, to show only incidents assigned to the groups they select. As I mentioned earlier, each individual (30 people) will be in each support group (35 groups). I really hoped I could convince them to use the Product Name as a sorting option in the Overview Console, instead. The reporting could also be done on the Product Name. Susan Champagne From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Timothy Powell Sent: July-08-14 12:06 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Support Groups: Best Practice? ** What is the end goal of this request? WHY are they wanting 35 groups? Knowing the desired result might help guide some of our thoughts and responses. Tim From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Champagne, Susan Sent: Tuesday, July 08, 2014 10:19 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Support Groups: Best Practice? ** Hi folks, I'm looking to get some advice on what the best practice is regarding Remedy support groups. I have a group of 30 support staff members, who support many different applications
Support Groups: Best Practice?
Hi folks, I'm looking to get some advice on what the best practice is regarding Remedy support groups. I have a group of 30 support staff members, who support many different applications, and many individual modules in some applications. They are asking that I create individual support groups for each area of support. This would be 35 support groups. Originally, when we built the system in 2009 (7.0.03), we had one support group for these people, but we used the Assign to Individual practice, which is becoming increasingly more difficult as the group grows and as their support model grows. We are now at 7.6.04. I am looking at suggesting that we leave them in one support group, and I would add the Product Name field to the assignment notification message, allowing them to determine if the assignment is for them or not. My dilemma is on how to convince them that this would be the best way to proceed. Your input on this matter would be most appreciated. Thank you, Susan Champagne 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Support Groups: Best Practice?
Thanks for your thoughts Li and Terje; very much appreciated. To add to my original message, this group intends to have every member of its team (30 people) added to each support group created, so, regardless of how many groups are created, the members will still receive the same number of assignment notifications. The rule idea is also something I have proposed, using the Product Name in the subject line can allow recipients to set a rule, based on the subject content. So, basically, it’s an administrator’s nightmare, in my point of view. Susan Champagne From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Terje Moglestue Sent: July-08-14 11:19 AM To: arslist@ARSLIST.ORG Subject: Re: Support Groups: Best Practice? ** Susan, LJ is correct. BMC ITSM is known to send out too many notifications. The last thing you want to do is to notify support staff incorrectly. Most support staff I have worked with will then quickly just ignore notification sent my BMC. Auto assignments are one on the best figures with BMC ITSM. There is no need for a one-to-one relationship between products and support group. One group might support only one product, anther group might support ten products. Look at how the teams are working. Create your support groups based on team names, regions, shifts, product groups, technology, or something else. 35 teams might be correct! You might end up with 20 or 40 teams? Create the support groups based on how the support staff is organized. Configure your assignments where you map ticket/requests details with support group. Then put you engine too work. At times it is useful with a “Microsoft Office 1line”, “Microsoft Office 2line” and “Microsoft Office 3line”. The first line are responding to and solving as many tickets they can. If they cannot resolve – they manually to 2line. If I am member of 2nd and 3rd line there are no need for me to be notified for everything coming into 1st line. Personally “I hate notifications”;. as a BMC Remedy developer / consultant I do whatever I can to reduce the of notifications sent out. Mass notifications are just pissing people of. The email/notification are not getting read. If you got the group balance right (number of groups), group membership right (support staff member of different group) your notifications should then be more targeted to the correct people. This is what you want! You might also want to look at other methods of notifications. Reading and responding to email are often not the best way of creating and efficient helpdesk. ~ Terje From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing Sent: Tuesday, July 08, 2014 3:37 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Support Groups: Best Practice? ** Susan, I can't speak specifically to ITSM Support Groups, because I don't run ITSMbut sometimes what is best for the user is not best for the administrator. From what you have described, they want 35 support groups for better granularity of responsibilities, and of course, not all 30 members would be in all groups. As a user, I can tell you that receiving emails that are of no relevance to me, that force me to look at them to figure out if it applies is a painbut then again...the users could create rules to auto-delete the ones that don't apply to themI don't know...it's truly up to you...but the more granular groups may allow for better end reporting of issues :) On Tue, Jul 8, 2014 at 8:18 AM, Champagne, Susan schampa...@hsnsudbury.camailto:schampa...@hsnsudbury.ca wrote: ** Hi folks, I'm looking to get some advice on what the best practice is regarding Remedy support groups. I have a group of 30 support staff members, who support many different applications, and many individual modules in some applications. They are asking that I create individual support groups for each area of support. This would be 35 support groups. Originally, when we built the system in 2009 (7.0.03), we had one support group for these people, but we used the Assign to Individual practice, which is becoming increasingly more difficult as the group grows and as their support model grows. We are now at 7.6.04. I am looking at suggesting that we leave them in one support group, and I would add the Product Name field to the assignment notification message, allowing them to determine if the assignment is for them or not. My dilemma is on how to convince them that this would be the best way to proceed. Your input on this matter would be most appreciated. Thank you, Susan Champagne 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
Re: [EXTERNAL] Re: Support Groups: Best Practice?
Thank you for your input Natalie, I am a one-person team supporting Remedy in our organization, so, I am always happy to have input from others. I will give your suggestions and guidelines consideration as I continue to chew this over. Susan Champagne From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K Sent: July-08-14 11:21 AM To: arslist@ARSLIST.ORG Subject: FW: [EXTERNAL] Re: Support Groups: Best Practice? ** Susan: I’m going to jump in here and say that we’ve gone down the “better granularity” path and it’s not everything it’s cracked up to be, though it does make some kinds of reporting easier. To give you an example of what I’m talking about, our primary service desk alone currently sits at about 13 support groups. And our application support folks (we currently have about 107 app support groups) want a separate support group for every application. This makes for really cluttered picklists and creates a lot of confusion about where to assign things, even when the service desk has work instructions from the support group in question. People who want to be in several groups for oversight purposes complain about the number of notifications they receive. A lot of people set up Outlook rules to move EVERYTHING from our ITSM Prod server to somewhere else and end up missing a lot of the notifications we send them, and then complain that ITSM isn’t sending notifications (I kid you not!!). We created a customization for IM where if an email is sent to our Prod server and the Subject Line includes the Incident ID, that email gets added to the Work Info for that ticket. I use that feature regularly so I can sidestep the most common Outlook rules that people tend to set up. The trick to doing things the one support group way is you have to make sure there is a way to do three things: 1.Assign the tickets appropriately. For how we do business, the assignment rules are woefully inadequate. For our desktop support groups, we’d love to be able to assign tickets to the Supported By group for the CI, or at least based on CI location instead of customer location. Some groups have individuals assigned to dispatch tickets, but not all groups need that, and the easier you can make this for your groups, the better. 2.Manage the different types of requests once they’ve been assigned. With 7.6.04 (what we’re currently on), you’ll probably have to customize your incident console by adding some fields from HPD:HelpDesk to pull this off. We’re looking at upgrading to 8.1 and one of the neat things about that is that there are a lot of fields from HPD:HelpDesk that individual users can add to the incident console, so it gives you greater flexibility in setting a default and users greater flexibility in configuring the incident console to show what is useful for them. 3.Report on the different things that need to be reported on. I think that gets harder with a single support group, because at least in our case, our Op and Prod Cats don’t seem to cover all the needs. And anytime you have to rely on human effort to categorize a ticket properly, there is always a margin of error, simply because people see things differently, and some don’t want to have to hunt around for the correct categorization, so they just pick something generic or something random. This might be easier with well-thought out Categorizations, though. A good approach might be to aim for something more middle of the road – add support groups only when there’s no other viable option to accomplish the 3 items above. Though if you have a CAB that oversees your ITSM changes, it might be good to take this discussion to them. Good luck! Natalie Stroud SAIC @ Sandia National Laboratories ARS/ITSM Reporting Specialist Albuquerque, NM USA nkst...@sandia.govmailto:nkst...@sandia.gov ITSM 7.6.04 SP2 – Windows 2003 – SQL Server 2008 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing Sent: Tuesday, July 08, 2014 8:37 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: [EXTERNAL] Re: Support Groups: Best Practice? ** Susan, I can't speak specifically to ITSM Support Groups, because I don't run ITSMbut sometimes what is best for the user is not best for the administrator. From what you have described, they want 35 support groups for better granularity of responsibilities, and of course, not all 30 members would be in all groups. As a user, I can tell you that receiving emails that are of no relevance to me, that force me to look at them to figure out if it applies is a painbut then again...the users could create rules to auto-delete the ones that don't apply to themI don't know...it's truly up to you...but the more granular groups may allow for better end reporting of issues :) On Tue, Jul 8, 2014 at 8:18 AM, Champagne, Susan schampa
Re: Support Groups: Best Practice?
Hi Tim, The end goal, from the requester's view, is to eliminate the currently set process of Assignment to Individuals. I am in total agreement of getting to this end result; it's just that I feel we could/should accomplish this end result in a different manner. The manager of the group wants to have the ability for his users to be able to filter the Overview Console, to show only incidents assigned to the groups they select. As I mentioned earlier, each individual (30 people) will be in each support group (35 groups). I really hoped I could convince them to use the Product Name as a sorting option in the Overview Console, instead. The reporting could also be done on the Product Name. Susan Champagne From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Timothy Powell Sent: July-08-14 12:06 PM To: arslist@ARSLIST.ORG Subject: Re: Support Groups: Best Practice? ** What is the end goal of this request? WHY are they wanting 35 groups? Knowing the desired result might help guide some of our thoughts and responses. Tim From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Champagne, Susan Sent: Tuesday, July 08, 2014 10:19 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Support Groups: Best Practice? ** Hi folks, I'm looking to get some advice on what the best practice is regarding Remedy support groups. I have a group of 30 support staff members, who support many different applications, and many individual modules in some applications. They are asking that I create individual support groups for each area of support. This would be 35 support groups. Originally, when we built the system in 2009 (7.0.03), we had one support group for these people, but we used the Assign to Individual practice, which is becoming increasingly more difficult as the group grows and as their support model grows. We are now at 7.6.04. I am looking at suggesting that we leave them in one support group, and I would add the Product Name field to the assignment notification message, allowing them to determine if the assignment is for them or not. My dilemma is on how to convince them that this would be the best way to proceed. Your input on this matter would be most appreciated. Thank you, Susan Champagne 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. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Support Groups: Best Practice?
Thank you again Terje. In answer to your question, yes, every support person, in each of the support groups, in this discussion, must have the ability to work on any of the assignments to any of the groups they are members of. Our service desk personnel create most tickets and assign to the appropriate support group, in some cases, or to the appropriate individual in other cases. We do not have any assignment automation configured at this time. Thank you again Terje; your input is much appreciated. Susan Champagne From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Terje Moglestue Sent: July-08-14 1:14 PM To: arslist@ARSLIST.ORG Subject: Re: Support Groups: Best Practice? ** Susan, I find it difficult to understand why you want all support user should be member of all teams. If the support staff got unlimited access - they can still search all tickets. A support engineer can only modify tickets assigned to a group where he is a member. Is this the reason why you want all support members to member of all groups? Are every support engineer working and updating the tickets across all the support groups? A support group performance is normally done based on all the ticket assigned to their groups and how quickly the close these tickets. OLA agreements can be made to measure the group or individual performance. Reporting can be done on any criteria you want. Product Name, Region, Customer, Support Group. Are ticket manually assigned to individuals or are you the round-robin or capacity assignment using auto assignment to individuals? Who creates the tickets? Are they created by the customer using the SRD? Or are they manually created and manually assigned by a dispatcher? There are so many alternatives - and so difficult to give any useful advice. How advanced or mature is your help desk? Are all the agent working within the same time zone? Are you working as teams? -It is very common to allow the assignment engine auto assigned the ticket to different groups - no individual assignment. -Every member of the group is then monitoring unassigned tickets within their console / groups. The support engineer then picks up unassigned tickets. The first thing they do is to assign the ticket to themselves - before the start working on the ticket. Every member or the group is then taking their turn. -You could have an incoming support group or a front line. Tickets are then auto assign to this group. Tickets are then manually reassigned to groups / individual as they start working on the ticket. Everyone is then member of the incoming support group but they work in different teams and reassign the ticket to their group based on skill set, product, location or something. With this set up I am really struggling to understand why need to be member of all the groups? We got the shift functionality and more. I think I stop there - it is getting late in London. Good luck! ~ Terje From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Champagne, Susan Sent: Tuesday, July 08, 2014 5:24 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Support Groups: Best Practice? ** Hi Tim, The end goal, from the requester's view, is to eliminate the currently set process of Assignment to Individuals. I am in total agreement of getting to this end result; it's just that I feel we could/should accomplish this end result in a different manner. The manager of the group wants to have the ability for his users to be able to filter the Overview Console, to show only incidents assigned to the groups they select. As I mentioned earlier, each individual (30 people) will be in each support group (35 groups). I really hoped I could convince them to use the Product Name as a sorting option in the Overview Console, instead. The reporting could also be done on the Product Name. Susan Champagne From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Timothy Powell Sent: July-08-14 12:06 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Support Groups: Best Practice? ** What is the end goal of this request? WHY are they wanting 35 groups? Knowing the desired result might help guide some of our thoughts and responses. Tim From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Champagne, Susan Sent: Tuesday, July 08, 2014 10:19 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Support Groups: Best Practice? ** Hi folks, I'm looking to get some advice on what the best practice is regarding Remedy support groups. I have a group of 30 support staff members, who support many different applications, and many individual modules in some applications. They are asking that I create individual support groups for each area of support. This would be 35 support groups
Re: Support Groups: Best Practice?
Hi Shawn, Yes, you are correct, each application does have a primary and secondary support person. The reason I was asked to add all members of the main group to each individual support group was to ensure coverage in the event that the 2 actual support people for the application happened to be away at the same time. This way, another support person would step in and do what they could with the request. Otherwise, I would be expected to add members to support groups on-demand, and that would not be reasonable, since I am alone, supporting Remedy in our organization. Thank you for your input. Susan Champagne From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: July-08-14 1:40 PM To: arslist@ARSLIST.ORG Subject: Re: Support Groups: Best Practice? ** While what you are saying mostly makes sense, 35 groups for 30 people is very excessive, especially if all 30 people are in all 35 groups with only one enabled and 29 offline for that group. It's not practical for 30 people to support 35 applications with everyone covering each other as backups, purely from a work perspective. My guess is that there is probably a primary and secondary person for each app, or they are grouped according to purpose, or something. There has to be some way to build logical support groups that are smaller. I'd guess that you could get them down to 3 - 5 support groups, even though everyone would need to be added to all of those groups with the tertiary support staff as offline members of that group. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Champagne, Susan Sent: Tuesday, July 08, 2014 12:34 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Support Groups: Best Practice? ** Thank you again Terje. In answer to your question, yes, every support person, in each of the support groups, in this discussion, must have the ability to work on any of the assignments to any of the groups they are members of. Our service desk personnel create most tickets and assign to the appropriate support group, in some cases, or to the appropriate individual in other cases. We do not have any assignment automation configured at this time. Thank you again Terje; your input is much appreciated. Susan Champagne From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Terje Moglestue Sent: July-08-14 1:14 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Support Groups: Best Practice? ** Susan, I find it difficult to understand why you want all support user should be member of all teams. If the support staff got unlimited access - they can still search all tickets. A support engineer can only modify tickets assigned to a group where he is a member. Is this the reason why you want all support members to member of all groups? Are every support engineer working and updating the tickets across all the support groups? A support group performance is normally done based on all the ticket assigned to their groups and how quickly the close these tickets. OLA agreements can be made to measure the group or individual performance. Reporting can be done on any criteria you want. Product Name, Region, Customer, Support Group. Are ticket manually assigned to individuals or are you the round-robin or capacity assignment using auto assignment to individuals? Who creates the tickets? Are they created by the customer using the SRD? Or are they manually created and manually assigned by a dispatcher? There are so many alternatives - and so difficult to give any useful advice. How advanced or mature is your help desk? Are all the agent working within the same time zone? Are you working as teams? -It is very common to allow the assignment engine auto assigned the ticket to different groups - no individual assignment. -Every member of the group is then monitoring unassigned tickets within their console / groups. The support engineer then picks up unassigned tickets. The first thing they do is to assign the ticket to themselves - before the start working on the ticket. Every member or the group is then taking their turn. -You could have an incoming support group or a front line. Tickets are then auto assign to this group. Tickets are then manually reassigned to groups / individual as they start working on the ticket. Everyone is then member of the incoming support group but they work in different teams and reassign the ticket to their group based on skill set, product, location or something. With this set up I am really struggling to understand why need to be member of all the groups? We got the shift functionality and more. I think I stop there - it is getting late in London. Good luck! ~ Terje From: Action Request System discussion list
Customized field peculiarity on HPD:Help Desk after 7.6.04 upgrade
Hi folks, I have found that a customized character field, that I had created in Remedy 7.01, is working with new incident requests, but not with existing incidents. When hitting the Save button, after entering anything into this character field, on existing incidents, the contents of the field are removed. When trying to troubleshoot the issue, I found that the form, HPD:Help Desk, no longer has the same tabs, including the Classification tab, where the field was created. I looked at the join form, HPD:Help Desk Classic, and I see that the field is showing there. So, I thought I would just recreate the field, on the classic form, which I did on my development system, but found that the field was not a searchable field as the entry mode is not editable; it is display only. I have since read that all you can get from adding a field to a join form is a display only field. Other than the searchable concern, the field actually performed well. But, it is imperative that I have a searchable field for this scenario. Can anyone suggest how I might accomplish this? Thank you, Susan Champagne 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Customized field peculiarity on HPD:Help Desk after 7.6.04 upgrade
Thanks for the reply Joe. The customization I was referring to was the addition of a character field on the Classification tab on the HPD:Help Desk form, when the form still showed the Classification tab in version 7.01 (BMC Remedy Administrator). We are still using the Classic view. When I go to the Developer Studio, this form, HPD:Help Desk, no longer has the Classification tab included. I had created 2 Active Links that invoked workflow related to this field; both of the Active Links now show HPD:Help Desk Classic as an associated form, with HPD:Help Desk still as the Primary form. Interestingly enough, both Active Links work well. Field name: Cost Centre / EOC Field Type: Character Permissions: Incident Users Change Entry Mode: Optional The first Active link is used to give a message and to set focus on the Cost Centre / EOC field if a particular product is selected and if the Cost Centre / EOC field is currently null. This works well. The second Active Link is used to give an error if the user tries to save when a particular product is selected and the Cost Centre / EOC field is null. This works well. The issue is: when creating a new incident, the saving of the cost centre / EOC field works; when trying to save a cost centre number to an existing incident, it does not work. I have captured Active Link and filter logs and I have not been able to figure this out, yet. Thank you, Susan Champagne From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza Sent: March-18-14 2:55 AM To: arslist@ARSLIST.ORG Subject: Re: Customized field peculiarity on HPD:Help Desk after 7.6.04 upgrade ** Susan, You haven't stated what customization you have performed on that field, which would help us readers to understand what exactly your problem might be. Without knowing what the original properties of that field was and what customizations you have performed to that field, whatever we might suggest would only be a shot in the dark. That having been said, it would also help if you could take workflow logging (both filter and active links) at the time of saving the new incidents and old incidents so there could be something to compare on that field, to see what might be going on, in the event that it is some new or customized workflow that might be the rogue. Cheers Joe From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Champagne, Susan Sent: Monday, March 17, 2014 3:06 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Customized field peculiarity on HPD:Help Desk after 7.6.04 upgrade Hi folks, I have found that a customized character field, that I had created in Remedy 7.01, is working with new incident requests, but not with existing incidents. When hitting the Save button, after entering anything into this character field, on existing incidents, the contents of the field are removed. When trying to troubleshoot the issue, I found that the form, HPD:Help Desk, no longer has the same tabs, including the Classification tab, where the field was created. I looked at the join form, HPD:Help Desk Classic, and I see that the field is showing there. So, I thought I would just recreate the field, on the classic form, which I did on my development system, but found that the field was not a searchable field as the entry mode is not editable; it is display only. I have since read that all you can get from adding a field to a join form is a display only field. Other than the searchable concern, the field actually performed well. But, it is imperative that I have a searchable field for this scenario. Can anyone suggest how I might accomplish this? Thank you, Susan Champagne _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Customized field peculiarity on HPD:Help Desk after 7.6.04 upgrade
I believe I have found a workaround; I have deleted the field on the HPD:Help Desk Classic join form; then re-added the field using the option Add Fields from HPD:Help Desk to add the field back onto the form. I then flushed the Mid Tier cache and I have tested successfully. Thank you, Susan Champagne From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza Sent: March 18, 2014 2:55 AM To: arslist@ARSLIST.ORG Subject: Re: Customized field peculiarity on HPD:Help Desk after 7.6.04 upgrade Susan, You haven't stated what customization you have performed on that field, which would help us readers to understand what exactly your problem might be. Without knowing what the original properties of that field was and what customizations you have performed to that field, whatever we might suggest would only be a shot in the dark. That having been said, it would also help if you could take workflow logging (both filter and active links) at the time of saving the new incidents and old incidents so there could be something to compare on that field, to see what might be going on, in the event that it is some new or customized workflow that might be the rogue. Cheers Joe From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Champagne, Susan Sent: Monday, March 17, 2014 3:06 PM To: arslist@ARSLIST.ORG Subject: Customized field peculiarity on HPD:Help Desk after 7.6.04 upgrade Hi folks, I have found that a customized character field, that I had created in Remedy 7.01, is working with new incident requests, but not with existing incidents. When hitting the Save button, after entering anything into this character field, on existing incidents, the contents of the field are removed. When trying to troubleshoot the issue, I found that the form, HPD:Help Desk, no longer has the same tabs, including the Classification tab, where the field was created. I looked at the join form, HPD:Help Desk Classic, and I see that the field is showing there. So, I thought I would just recreate the field, on the classic form, which I did on my development system, but found that the field was not a searchable field as the entry mode is not editable; it is display only. I have since read that all you can get from adding a field to a join form is a display only field. Other than the searchable concern, the field actually performed well. But, it is imperative that I have a searchable field for this scenario. Can anyone suggest how I might accomplish this? Thank you, Susan Champagne _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Adding a column to Overview Console: Not Working
Thank you Shambo, Anusha has lead me in the right direction by telling me I had to create overlays of the nested panel fields. Also, I had to flush my Mid Tier cache before it would appear; restarting the AR Server service was not enough. Interesting thing is that my Product Name field is displaying Submitter data, and not product data. Back at it Susan Champagne From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of shambo maitra Sent: March-05-14 11:53 PM To: arslist@ARSLIST.ORG Subject: Re: Adding a column to Overview Console: Not Working ** Hi Susan, Please check the view overlay is already there and the field is added in view overlay before trying to create field overlay of the table. Maybe that will help. Regarding the changes not getting relected because system by default picks up the Overlay object and not the original and you need to reconcile manually for any changes you made to field. Regards, Shambo. On Wed, Mar 5, 2014 at 8:25 PM, Champagne, Susan schampa...@hsnsudbury.camailto:schampa...@hsnsudbury.ca wrote: ** Hi folks, I have read several of the articles already written regarding this topic, and I believe I have followed directions, but I can't seem to get my column to show up in the Overview Console. My specs Remedy AR System 7.6.04 SP3 Mid Tier 7.6.04 SP4 IE 8.0 My goal: to show the Product Name field, from the HPD:Help Desk form, in the z2TH_ConsolidateTable1 table field, on the Overview Console form. Steps I have taken: 1. Found that the Product Name field already exists on the SHR:ARDBC_OverviewConsole form, so I did not create a new one, as instructions state. 2. Found that the Product Name field already exists on the SHR:ARDBC_OverviewConsole Template form, so I did not create a new one, as instructions state. 3. I created the mapping to HPD:Help Desk in the SHR:ARDBCFields form. Below are my entries. a. Field ID: 240001002 b. Form GUID: MAINHELPDESK c. Vendor Field: 240001002 d. Submitter: ARSystem 4. In Developer Studio, on the SHR:OverviewConsole form, I attempted to add the Product Name field to the column list entries on the z2TH_ConsolidateTable1 table, but the arrows were greyed out, which didn't allow me to perform this step. 5. I attempted to create an overlay of the table field, but the option to do so was not there (The form was already set as an overlay due to previous customizations.) 6. I changed from Best Practice mode to Base Development mode and I was then able to add the Product Name field to the column list entries. I can see, in Developer Studio, the column header that I just added. 7. I gave Public View permissions. 8. I changed the Database name from being Column 2 to being Product Name. 9. I saved the changes in Developer Studio. 10. I restarted the BMC Remedy AR Server service (instructions say to stop and start arplugin service, but that does not exist with my system). 11. I cleared my Internet Explorer cache before logging into Mid Tier to test. No luck...the Product Name field is not there. 12. I went to the Mid Tier configuration tool and flushed the cache. 13. I waited for 30 minutes; cleared my IE cache again; still no luck. If you have any suggestions, I would be very grateful if you could share them, please. Susan Champagne 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. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Adding a column to Overview Console: Not Working
Hi folks, I have read several of the articles already written regarding this topic, and I believe I have followed directions, but I can't seem to get my column to show up in the Overview Console. My specs Remedy AR System 7.6.04 SP3 Mid Tier 7.6.04 SP4 IE 8.0 My goal: to show the Product Name field, from the HPD:Help Desk form, in the z2TH_ConsolidateTable1 table field, on the Overview Console form. Steps I have taken: 1. Found that the Product Name field already exists on the SHR:ARDBC_OverviewConsole form, so I did not create a new one, as instructions state. 2. Found that the Product Name field already exists on the SHR:ARDBC_OverviewConsole Template form, so I did not create a new one, as instructions state. 3. I created the mapping to HPD:Help Desk in the SHR:ARDBCFields form. Below are my entries. a. Field ID: 240001002 b. Form GUID: MAINHELPDESK c. Vendor Field: 240001002 d. Submitter: ARSystem 4. In Developer Studio, on the SHR:OverviewConsole form, I attempted to add the Product Name field to the column list entries on the z2TH_ConsolidateTable1 table, but the arrows were greyed out, which didn't allow me to perform this step. 5. I attempted to create an overlay of the table field, but the option to do so was not there (The form was already set as an overlay due to previous customizations.) 6. I changed from Best Practice mode to Base Development mode and I was then able to add the Product Name field to the column list entries. I can see, in Developer Studio, the column header that I just added. 7. I gave Public View permissions. 8. I changed the Database name from being Column 2 to being Product Name. 9. I saved the changes in Developer Studio. 10. I restarted the BMC Remedy AR Server service (instructions say to stop and start arplugin service, but that does not exist with my system). 11. I cleared my Internet Explorer cache before logging into Mid Tier to test. No luck...the Product Name field is not there. 12. I went to the Mid Tier configuration tool and flushed the cache. 13. I waited for 30 minutes; cleared my IE cache again; still no luck. If you have any suggestions, I would be very grateful if you could share them, please. Susan Champagne 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Include fields from multiple Forms in filter Notification Message
Thanks Ray…much appreciated. Susan From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Ray Gellenbeck Sent: October-04-13 12:34 AM To: arslist@ARSLIST.ORG Subject: Re: Include fields from multiple Forms in filter Notification Message ** Join form(s) or temp fields (take 2 steps...first step pull the values from the other forms into temp fields, then use the temp fields in your other action in the same filter). If you go join, remember the best practices regarding performance and depth of joins. Ray Gellenbeck Mgr, BSM Sony Network Entertainment Int'l San Diego, CA From: Champagne, Susan schampa...@hsnsudbury.camailto:schampa...@hsnsudbury.ca To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Sent: Thursday, October 3, 2013 11:59 AM Subject: Re: Include fields from multiple Forms in filter Notification Message ** Thanks Tauf; I will likely take this route, but…So, am I correct in assuming that there is no way to include fields from multiple forms in one filter? Susan From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: October-03-13 2:56 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Include fields from multiple Forms in filter Notification Message ** Susan, You could create workflow so that when the task is set to closed, you pull that data from the task work info form and append all the data you grab to the Notes field with some sort of delimiter. Then you can include the notes in your notification. If you don't want to use notes, you could create an additional field to hold this data. Sent from my iPhone On Oct 3, 2013, at 11:49 AM, Champagne, Susan schampa...@hsnsudbury.camailto:schampa...@hsnsudbury.ca wrote: ** Hi folks, I currently have a filter that sends a notification message to a task submitter, alerting him/her when a task status changes to “Closed”. I have been asked to add the Work Info fields, summary, notes, submitted by, and submitted date, to the notification message. I’m not finding anything in the guides that indicates how to pull fields into a filter notify action from multiple forms. Since the primary form is TMS:Task, I seem to be limited to using fields from this form only. Can anyone tell me if there is a way to include fields from another form? Tx Susan 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. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ 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. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Include fields from multiple Forms in filter Notification Message
Hi folks, I currently have a filter that sends a notification message to a task submitter, alerting him/her when a task status changes to Closed. I have been asked to add the Work Info fields, summary, notes, submitted by, and submitted date, to the notification message. I'm not finding anything in the guides that indicates how to pull fields into a filter notify action from multiple forms. Since the primary form is TMS:Task, I seem to be limited to using fields from this form only. Can anyone tell me if there is a way to include fields from another form? Tx Susan 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Include fields from multiple Forms in filter Notification Message
Thanks Tauf; I will likely take this route, but…So, am I correct in assuming that there is no way to include fields from multiple forms in one filter? Susan From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: October-03-13 2:56 PM To: arslist@ARSLIST.ORG Subject: Re: Include fields from multiple Forms in filter Notification Message ** Susan, You could create workflow so that when the task is set to closed, you pull that data from the task work info form and append all the data you grab to the Notes field with some sort of delimiter. Then you can include the notes in your notification. If you don't want to use notes, you could create an additional field to hold this data. Sent from my iPhone On Oct 3, 2013, at 11:49 AM, Champagne, Susan schampa...@hsnsudbury.camailto:schampa...@hsnsudbury.ca wrote: ** Hi folks, I currently have a filter that sends a notification message to a task submitter, alerting him/her when a task status changes to “Closed”. I have been asked to add the Work Info fields, summary, notes, submitted by, and submitted date, to the notification message. I’m not finding anything in the guides that indicates how to pull fields into a filter notify action from multiple forms. Since the primary form is TMS:Task, I seem to be limited to using fields from this form only. Can anyone tell me if there is a way to include fields from another form? Tx Susan 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. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Include fields from multiple Forms in filter Notification Message
Sorry, maybe I’m misunderstanding, but is it not already stored in the Work Information form? Susan From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: October-03-13 3:04 PM To: arslist@ARSLIST.ORG Subject: Re: Include fields from multiple Forms in filter Notification Message ** There is but you will need to store it somewhere. Sent from my iPhone On Oct 3, 2013, at 11:59 AM, Champagne, Susan schampa...@hsnsudbury.camailto:schampa...@hsnsudbury.ca wrote: ** Thanks Tauf; I will likely take this route, but…So, am I correct in assuming that there is no way to include fields from multiple forms in one filter? Susan From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: October-03-13 2:56 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Include fields from multiple Forms in filter Notification Message ** Susan, You could create workflow so that when the task is set to closed, you pull that data from the task work info form and append all the data you grab to the Notes field with some sort of delimiter. Then you can include the notes in your notification. If you don't want to use notes, you could create an additional field to hold this data. Sent from my iPhone On Oct 3, 2013, at 11:49 AM, Champagne, Susan schampa...@hsnsudbury.camailto:schampa...@hsnsudbury.ca wrote: ** Hi folks, I currently have a filter that sends a notification message to a task submitter, alerting him/her when a task status changes to “Closed”. I have been asked to add the Work Info fields, summary, notes, submitted by, and submitted date, to the notification message. I’m not finding anything in the guides that indicates how to pull fields into a filter notify action from multiple forms. Since the primary form is TMS:Task, I seem to be limited to using fields from this form only. Can anyone tell me if there is a way to include fields from another form? Tx Susan 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. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ 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. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Include fields from multiple Forms in filter Notification Message
Yes Ryan, I do hope to include all of the work info entries, not just the most recent. Your ideas are great; but, again, I wonder if there isn’t already a means of including fields from multiple forms into one filter, without having to create a new form or table or field on the primary form. Thanks. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Downing, Ryan Sent: October-03-13 3:08 PM To: arslist@ARSLIST.ORG Subject: Re: Include fields from multiple Forms in filter Notification Message ** Hi Susan, There are a few ways to accomplish what you want to do…Tauf mentioned a good way….also…. Keep in mind that there is a one to many relationship between a task and work info records (many work info records per task record). Do you need all potential entries included? Or just the most recent? You could create a join form between TMS:Task and its Work Info form with all of the fields you need and either query the new join….or have notification workflow fire off of the join form (ensuring that any direct access URL is handled to point back to the real task form) You could add a table field to the TMS:Task form for the Work Info form to get any or all of the associated work info records to include in the filter notify…. Hope this helps, Regards, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Champagne, Susan Sent: Thursday, October 03, 2013 3:00 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Include fields from multiple Forms in filter Notification Message ** Thanks Tauf; I will likely take this route, but…So, am I correct in assuming that there is no way to include fields from multiple forms in one filter? Susan From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: October-03-13 2:56 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Include fields from multiple Forms in filter Notification Message ** Susan, You could create workflow so that when the task is set to closed, you pull that data from the task work info form and append all the data you grab to the Notes field with some sort of delimiter. Then you can include the notes in your notification. If you don't want to use notes, you could create an additional field to hold this data. Sent from my iPhone On Oct 3, 2013, at 11:49 AM, Champagne, Susan schampa...@hsnsudbury.camailto:schampa...@hsnsudbury.ca wrote: ** Hi folks, I currently have a filter that sends a notification message to a task submitter, alerting him/her when a task status changes to “Closed”. I have been asked to add the Work Info fields, summary, notes, submitted by, and submitted date, to the notification message. I’m not finding anything in the guides that indicates how to pull fields into a filter notify action from multiple forms. Since the primary form is TMS:Task, I seem to be limited to using fields from this form only. Can anyone tell me if there is a way to include fields from another form? Tx Susan 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. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ 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. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Include fields from multiple Forms in filter Notification Message
Thanks again Ryan, Makes sense. Susan From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Downing, Ryan Sent: October-03-13 3:20 PM To: arslist@ARSLIST.ORG Subject: Re: Include fields from multiple Forms in filter Notification Message ** Hello again ☺ If you require all work info entries…then as far as I am aware you are limited to either creating a join on the 2 forms and pushing to the join form where ID = ID and send the notifications form the join……or Create the table field on the TMS:Task form and have a filter guide table loop to concatenate all of the work info records to a single temp field and use this field (in conjunction with any native task fields) to create the notify action. I am sure there are probably other ways to accomplish this…but…the table field loop would be the most effective way that I can think of ☺ Hope this helps Regards, Ryan From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Champagne, Susan Sent: Thursday, October 03, 2013 3:14 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Include fields from multiple Forms in filter Notification Message ** Yes Ryan, I do hope to include all of the work info entries, not just the most recent. Your ideas are great; but, again, I wonder if there isn’t already a means of including fields from multiple forms into one filter, without having to create a new form or table or field on the primary form. Thanks. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of Downing, Ryan Sent: October-03-13 3:08 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Include fields from multiple Forms in filter Notification Message ** Hi Susan, There are a few ways to accomplish what you want to do…Tauf mentioned a good way….also…. Keep in mind that there is a one to many relationship between a task and work info records (many work info records per task record). Do you need all potential entries included? Or just the most recent? You could create a join form between TMS:Task and its Work Info form with all of the fields you need and either query the new join….or have notification workflow fire off of the join form (ensuring that any direct access URL is handled to point back to the real task form) You could add a table field to the TMS:Task form for the Work Info form to get any or all of the associated work info records to include in the filter notify…. Hope this helps, Regards, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Champagne, Susan Sent: Thursday, October 03, 2013 3:00 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Include fields from multiple Forms in filter Notification Message ** Thanks Tauf; I will likely take this route, but…So, am I correct in assuming that there is no way to include fields from multiple forms in one filter? Susan From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: October-03-13 2:56 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Include fields from multiple Forms in filter Notification Message ** Susan, You could create workflow so that when the task is set to closed, you pull that data from the task work info form and append all the data you grab to the Notes field with some sort of delimiter. Then you can include the notes in your notification. If you don't want to use notes, you could create an additional field to hold this data. Sent from my iPhone On Oct 3, 2013, at 11:49 AM, Champagne, Susan schampa...@hsnsudbury.camailto:schampa...@hsnsudbury.ca wrote: ** Hi folks, I currently have a filter that sends a notification message to a task submitter, alerting him/her when a task status changes to “Closed”. I have been asked to add the Work Info fields, summary, notes, submitted by, and submitted date, to the notification message. I’m not finding anything in the guides that indicates how to pull fields into a filter notify action from multiple forms. Since the primary form is TMS:Task, I seem to be limited to using fields from this form only. Can anyone tell me if there is a way to include fields from another form? Tx Susan 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. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_
Re: Include fields from multiple Forms in filter Notification Message
Thanks again Ryan…great information for me to consider.. Susan From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Downing, Ryan Sent: October-03-13 3:26 PM To: arslist@ARSLIST.ORG Subject: Re: Include fields from multiple Forms in filter Notification Message ** Susan, I just realized….the table field is already on the task form….. Create a temp display only field….and a filter guide (table loop) with filters to run through the table and perform the concatenations…then fire the notification using the temp field contents. The only way to include fields from multiple forms (short of writing your own plugin to do so) is using join forms or tertiary forms that contain all of the data from the multiple base forms. Ryan ☺ From: Downing, Ryan Sent: Thursday, October 03, 2013 3:20 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: RE: Include fields from multiple Forms in filter Notification Message Hello again ☺ If you require all work info entries…then as far as I am aware you are limited to either creating a join on the 2 forms and pushing to the join form where ID = ID and send the notifications form the join……or Create the table field on the TMS:Task form and have a filter guide table loop to concatenate all of the work info records to a single temp field and use this field (in conjunction with any native task fields) to create the notify action. I am sure there are probably other ways to accomplish this…but…the table field loop would be the most effective way that I can think of ☺ Hope this helps Regards, Ryan From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of Champagne, Susan Sent: Thursday, October 03, 2013 3:14 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Include fields from multiple Forms in filter Notification Message ** Yes Ryan, I do hope to include all of the work info entries, not just the most recent. Your ideas are great; but, again, I wonder if there isn’t already a means of including fields from multiple forms into one filter, without having to create a new form or table or field on the primary form. Thanks. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of Downing, Ryan Sent: October-03-13 3:08 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Include fields from multiple Forms in filter Notification Message ** Hi Susan, There are a few ways to accomplish what you want to do…Tauf mentioned a good way….also…. Keep in mind that there is a one to many relationship between a task and work info records (many work info records per task record). Do you need all potential entries included? Or just the most recent? You could create a join form between TMS:Task and its Work Info form with all of the fields you need and either query the new join….or have notification workflow fire off of the join form (ensuring that any direct access URL is handled to point back to the real task form) You could add a table field to the TMS:Task form for the Work Info form to get any or all of the associated work info records to include in the filter notify…. Hope this helps, Regards, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Champagne, Susan Sent: Thursday, October 03, 2013 3:00 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Include fields from multiple Forms in filter Notification Message ** Thanks Tauf; I will likely take this route, but…So, am I correct in assuming that there is no way to include fields from multiple forms in one filter? Susan From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: October-03-13 2:56 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Include fields from multiple Forms in filter Notification Message ** Susan, You could create workflow so that when the task is set to closed, you pull that data from the task work info form and append all the data you grab to the Notes field with some sort of delimiter. Then you can include the notes in your notification. If you don't want to use notes, you could create an additional field to hold this data. Sent from my iPhone On Oct 3, 2013, at 11:49 AM, Champagne, Susan schampa...@hsnsudbury.camailto:schampa...@hsnsudbury.ca wrote: ** Hi folks, I currently have a filter that sends a notification message to a task submitter, alerting him/her when a task status changes to “Closed”. I have been asked to add the Work Info fields, summary, notes, submitted by, and submitted date, to the notification message. I’m not finding anything in the guides that indicates how to pull fields into a filter notify action from multiple forms. Since the primary form
Re: [EXTERNAL] Re: 7.6.04 Missing Duplicate of Relationship in Incident Mngmt
Thanks for the replies. I can't believe I missed this in testing prior to going live. We're using the Classic View. I expect to see the Duplicate of and the Original of options in the selections available for Incident to Incident relationships. I have checked the SYS:AssociationTypeAssocLookUp form and these two options are not listed. However, when looking in the SYS:Association Types form, they are listed. Susan From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K Sent: August-29-13 3:42 PM To: arslist@ARSLIST.ORG Subject: Re: [EXTERNAL] Re: 7.6.04 Missing Duplicate of Relationship in Incident Mngmt ** Yeah, they're still there, Susan. I personally wrote some test plans around those two relationships when we went live with 7.6.04 two years ago. And we're still on 7.6.04, and they're still there. Are you using Best Practices or Classic View of the incident form, and if so, where are you looking for them? I'm wondering if maybe they are simply in a different location from where you are used to seeing them in 7.0.03. Natalie Stroud SAIC @ Sandia National Laboratories ARS-ITSM Reporting Specialist Albuquerque, NM USA nkst...@sandia.govmailto:nkst...@sandia.gov ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Thursday, August 29, 2013 1:25 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: [EXTERNAL] Re: 7.6.04 Missing Duplicate of Relationship in Incident Mngmt ** Susan, Those relationships are still there out of the box in 7.6.04. Perhaps all your defs and records didn't make it in during the install? Sent from my iPhone On Aug 29, 2013, at 2:07 PM, Champagne, Susan schampa...@hsnsudbury.camailto:schampa...@hsnsudbury.ca wrote: ** Hi folks, My company just went live with Remedy ITSM 7.6.04, after upgrading from vers 7.0.03. I am wondering what happened to the Duplicate of and the Original of incident relationship types. There was no mention in the What's New information regarding these selections being removed; there was no mention of the Resolved by and the Resolved options being put in. The user guide does not address this at all. The BMC knowledge base states that there is no workflow attached to the Resolved by nor the Resolved relationship types. It does say that you must use Duplicate of or Original of. So, does anyone know how to add the relationship types into the SYS:AssociationTypeAssocLookUp form? And, will workflow automate then? Thanks you, Susan 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. _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_ 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: [EXTERNAL] Re: 7.6.04 Missing Duplicate of Relationship in Incident Mngmt
**Natalie, Thanks for the info. Yes, what you described is exactly how we select our incident relationships, even in the Classic view; but, we are missing the two options, duplicate and original of. Yes, I have been on BMC's site, searching endlessly... If anyone else has experienced this, please let me know where to turn next. Thank you, Susan From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K Sent: August-30-13 11:00 AM To: arslist@ARSLIST.ORG Subject: Re: [EXTERNAL] Re: 7.6.04 Missing Duplicate of Relationship in Incident Mngmt ** Susan: We use Best Practices view here, so I'm not all that familiar with Classic View.I took some screen shots of the different tabs in Classic View way back when we were first evaluating ITSM and I remember Classic View had a couple of extra dropdowns that I thought would be useful during resolution, but that's about it. I don't know the exact form name, but what you describe sounds like where we find the Duplicate of and Original of relationships, too. We go to the Relationships tab on an Incident ticket, set a dropdown in which we say we want to search Incidents, enter our search terms (sometimes having to use the advanced search window), then when we've found the Incident we want to relate, highlight it, and there is a dropdown box for relationships in which the Duplicate of and Original of options appear. We pick the option we want in that dropdown and click Relate. So unless someone else here on the List has experience with the 7.6.04 Classic view around these two relationships, you might have to go talk to BMC about this one, or at least check their KB. (I know, never an option of first choice. :/) Natalie Stroud SAIC @ Sandia National Laboratories ARS-ITSM Reporting Specialist Albuquerque, NM USA nkst...@sandia.govmailto:nkst...@sandia.gov ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Champagne, Susan Sent: Friday, August 30, 2013 8:01 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: [EXTERNAL] Re: 7.6.04 Missing Duplicate of Relationship in Incident Mngmt ** Thanks for the replies. I can't believe I missed this in testing prior to going live. We're using the Classic View. I expect to see the Duplicate of and the Original of options in the selections available for Incident to Incident relationships. I have checked the SYS:AssociationTypeAssocLookUp form and these two options are not listed. However, when looking in the SYS:Association Types form, they are listed. Susan From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K Sent: August-29-13 3:42 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: [EXTERNAL] Re: 7.6.04 Missing Duplicate of Relationship in Incident Mngmt ** Yeah, they're still there, Susan. I personally wrote some test plans around those two relationships when we went live with 7.6.04 two years ago. And we're still on 7.6.04, and they're still there. Are you using Best Practices or Classic View of the incident form, and if so, where are you looking for them? I'm wondering if maybe they are simply in a different location from where you are used to seeing them in 7.0.03. Natalie Stroud SAIC @ Sandia National Laboratories ARS-ITSM Reporting Specialist Albuquerque, NM USA nkst...@sandia.govmailto:nkst...@sandia.gov ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Thursday, August 29, 2013 1:25 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: [EXTERNAL] Re: 7.6.04 Missing Duplicate of Relationship in Incident Mngmt ** Susan, Those relationships are still there out of the box in 7.6.04. Perhaps all your defs and records didn't make it in during the install? Sent from my iPhone On Aug 29, 2013, at 2:07 PM, Champagne, Susan schampa...@hsnsudbury.camailto:schampa...@hsnsudbury.ca wrote: ** Hi folks, My company just went live with Remedy ITSM 7.6.04, after upgrading from vers 7.0.03. I am wondering what happened to the Duplicate of and the Original of incident relationship types. There was no mention in the What's New information regarding these selections being removed; there was no mention of the Resolved by and the Resolved options being put in. The user guide does not address this at all. The BMC knowledge base states that there is no workflow attached to the Resolved by nor the Resolved relationship types. It does say that you must use Duplicate of or Original of. So, does anyone know how to add the relationship types into the SYS:AssociationTypeAssocLookUp form? And, will workflow automate then? Thanks you, Susan The information contained
7.6.04 Missing Duplicate of Relationship in Incident Mngmt
Hi folks, My company just went live with Remedy ITSM 7.6.04, after upgrading from vers 7.0.03. I am wondering what happened to the “Duplicate of” and the “Original of” incident relationship types. There was no mention in the “What’s New” information regarding these selections being removed; there was no mention of the “Resolved by” and the “Resolved” options being put in. The user guide does not address this at all. The BMC knowledge base states that there is no workflow attached to the “Resolved by” nor the “Resolved” relationship types. It does say that you must use “Duplicate of” or “Original of”. So, does anyone know how to add the relationship types into the SYS:AssociationTypeAssocLookUp form? And, will workflow automate then? Thanks you, Susan 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Viewing Tasks in ITSM 7.6
Hi Mark, Happy New Year to you and all, as well. If you go to the Application Preferences Task tab select Yes for Show Task. Susan Champagne Systems Analyst, Information Technology Health Sciences North/Horizon Santé-Nord Ramsey Lake Health Centre Centre de santé du lac Ramsey 41, chemin du lac Ramsey Lake Road Sudbury ON P3E 5J1 Phone: (705) 523-7100, ext. 3784 E-mail: schampa...@hsnsudbury.camailto:schampa...@hsnsudbury.ca For self help, please visit our IT Self Helphttp://intranet/portal/it/ITSelfHelp/tabid/2036/Default.aspx page on the Intranet Toolbox. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: January 4, 2013 9:53 AM To: arslist@ARSLIST.ORG Subject: Viewing Tasks in ITSM 7.6 Hi All and Happy New Year, The first question of the year. User A is assigned an Incident, creates a Task assigns it to User B. Where would User B see the Tasks assigned to him/her? I don't see the Tasks in the Overview Console. Should they be there or somewhere else? Is there a configuration setting that needs to be applied? ITSM 7.6.04 SP3. Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _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
