Re: [Non-DoD Source] Inbound Email to Remedy 8.1 - RBE console

2016-07-07 Thread Christine Milton-Hall
What happens if we are not using the client?

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra H CTR DSS DSS HQ (US)
Sent: Tuesday, July 05, 2016 4:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: [Non-DoD Source] Inbound Email to Remedy 8.1 - RBE console

Christine,

Yes, monitor the RBE:Message records with a Status of "Rejected" and "No Rule 
Found".

If the failed record should be processed/can be corrected, perform a copy to 
new of the failed record (easy to do if you have the Remedy client). On the now 
new RBE:Message record, correct the deficiencies, change the Status to "New" 
and save the record. It should process correctly.


Thank you,

Sandra

Sandra Hennigan
DSS ITSS BMC ITSM Developer
Office: 571-305-6579
CACI Email: shenni...@caci.com
NIPR Email: sandra.h.hennigan@mail.mil DSS Service Desk: 1.866.377.4846 or 
dssitsupp...@dss.mil


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Christine Milton-Hall
Sent: Tuesday, July 05, 2016 4:00 PM
To: arslist@ARSLIST.ORG
Subject: [Non-DoD Source] Inbound Email to Remedy 8.1 - RBE console

All active links contained in this email were disabled. Please verify the 
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**

We have recently implemented inbound email to remedy to generate tickets.  (We 
have not implemented the ability to update yet).  I monitor for errors through 
the RBE console.  My questions are:



1.   One of our failures is if the from email address is not found in the 
People profile.

a.  Can we update the profile and then reprocess the transaction from the 
console?

2.  If we cannot reprocess a failed transaction from the console, can we 
update the status so that we know they have been addressed?

3.  Is there any other way to monitor email transactions to make this 
easier?



Any guidance would be greatly appreciated!



Thanks

c

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Inbound Email to Remedy 8.1 - RBE console

2016-07-05 Thread Christine Milton-Hall
We have recently implemented inbound email to remedy to generate tickets.  (We 
have not implemented the ability to update yet).  I monitor for errors through 
the RBE console.  My questions are:


1.One of our failures is if the from email address is not found in the 
People profile.

a.   Can we update the profile and then reprocess the transaction from the 
console?

2.   If we cannot reprocess a failed transaction from the console, can we 
update the status so that we know they have been addressed?

3.   Is there any other way to monitor email transactions to make this 
easier?

Any guidance would be greatly appreciated!

Thanks
c

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Remedy - Archiving Data

2013-05-23 Thread Christine Milton Hall
Hi Everyone

Hoping to get some feedback to the following:

We are looking into archiving our Incident Management data.  We are currently 
running 7.5.1, but expect to upgrade by the end of the calendar year.  The 
modules currently running are IM, CM, AM, SRM (not heavily yet, so many 
requests come through IM) , SLM.  When I review the out of the box processes - 
I am not really seeing any advantages to the Remedy archive other than 
performance on searches within the data base itself.  I thought the idea would 
be to not only improve performance but save on disk space as well..

Our rules must include the ability to restore records if they are deleted as 
part of this process, or if we do not delete them, have the ability to search 
and report off of the archive.  Our retention rule is 3 years in an accessible, 
readable format.

So.. just looking to hear back on what strategies others are or have used and 
how effective those strategies are!

Any feedback would be great appreciated!   Have a great Memorial day week-end!

Thanks
C

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Remedy Integration with other Ticketing systems

2013-02-27 Thread Christine Milton Hall
Hi everyone - It is has been a while...

Looking for some feedback on integrating external ticketing systems with our 
Remedy Environment. (currently 7.5.1, windows platform)


1.   What is the most common and best practice method?  Right now the most 
requests seem to be requesting the utilization of email notifications with 
other external systems.

2.   How difficult is it integrate with another non-Remedy environment?

3.   What would be the worst case and best case in work effort/duration?

4.   Is there any pitfalls that I should be aware of if we move towards 
this type of solution?

Any guidance or thoughts would be greatly appreciated!

Thanks!
c

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Re: SRM - Blank requests

2012-10-01 Thread Christine Milton Hall
The request record does get created successfully just blank!  Right now we are 
using just the standard SRM SRDs and AOTs, simple design, nothing complex.

I have received a few ideas and will let you know how we make out!  Thanks so 
much for everyone's response!

Thanks
c

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Friday, September 28, 2012 11:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: SRM - Blank requests

**
Are you using Advanced Interface Forms?  If you're using standard SRM SRDs and 
AOTs I would look at the mappings on the SRD first.  Also you didn't mention 
whether the Service Request record gets created successfully, or if it's messed 
up from the beginning.  I've had issues with the mapping from the Service 
Request to the Work Order on a really old version of SRM, I think 2.1, but only 
for an AIF at that point.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Christine Milton Hall
Sent: Friday, September 28, 2012 9:31 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: SRM - Blank requests

**
Hoping someone can help me out!

We have implemented SRM and we are having a intermittent problem with the data 
from the questions not being saved and creating Blank Requests.  Has anyone 
else seen this issue and if so, help to guide me where to look?

All of our service categories are simple flows - 1 Request to 1 work order.  It 
occurs with any one of the service categories, so no one specific one is the 
problem

Our environment:

ARS: AR Server 7.5 .00 Patch 002
Atrium CMDB: 7.5 .00 Patch 005
ITSM: 7.5 .01 Patch 001
SRM: 7.6.00 Patch 001
Database : SQL 2005 version 5.2.3790

Anyone's help will be greatly appreciated!

Thanks
christine



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SRM - Blank requests

2012-09-28 Thread Christine Milton Hall
Hoping someone can help me out!

We have implemented SRM and we are having a intermittent problem with the data 
from the questions not being saved and creating Blank Requests.  Has anyone 
else seen this issue and if so, help to guide me where to look?

All of our service categories are simple flows - 1 Request to 1 work order.  It 
occurs with any one of the service categories, so no one specific one is the 
problem

Our environment:

ARS: AR Server 7.5 .00 Patch 002
Atrium CMDB: 7.5 .00 Patch 005
ITSM: 7.5 .01 Patch 001
SRM: 7.6.00 Patch 001
Database : SQL 2005 version 5.2.3790

Anyone's help will be greatly appreciated!

Thanks
christine



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Re: Change Management actions

2012-01-20 Thread Christine Milton Hall

Hi Tricia,

If you are looking at it from an individual perspective, on Incident, go to
Application Preferences..  Change 'After New Save' to Re-open in current




From:   Oliva Millonig, Patricia patricia.ol...@mpi.com
To: arslist@ARSLIST.ORG
Date:   01/20/2012 03:14 PM
Subject:Re: Change Management actions
Sent by:Action Request System discussion list(ARSList)
arslist@ARSLIST.ORG



I was just asked for the same thing but in 7.5. Can you tell me where the
setting is for 7.5?

Best Regards,
Tricia

-Original Message-
From: Action Request System discussion list(ARSList) [
mailto:arslist@ARSLIST.ORG] On Behalf Of Dan
Sent: Friday, January 20, 2012 2:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: Change Management actions

Sorry about that I always forget version.

We are on 7.6.04.  And this worked thanks.  I knew it was something simple
but could not recall where it was.

On Jan 20, 2:04 pm, Rick Sharp rickshar...@yahoo.com wrote:
 Not knowing what version of Remedy you are using..go to
Application for the user(s) and toggle the option for action on what to do
after Saving the INC or CRQ.

 In 7.604, click Foundation Elements--Overview Console--Functions

 For Incident and Change tabs, change it to be:

 On Form, After Save:
 Modify Request After Submit


 From: Dan daniel.b.pritch...@gmail.com
 To: arsl...@arslist.org
 Sent: Friday, January 20, 2012 11:58 AM
 Subject: Change Management actions

 How do I get Change (and Incident/Problem) to stay on the same ticket
 when I create a new one.  Currently when I create and save a new
 ticket it opens a new one.

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Re: BMC Analytics

2011-12-12 Thread Christine Milton Hall
Thanks to Tauf and Rick!  Appreciate all the info!




From:   Chowdhury, Tauf tauf.chowdh...@frx.com
To: arslist@ARSLIST.ORG
Date:   12/09/2011 05:05 PM
Subject:Re: BMC Analytics
Sent by:Action Request System discussion list(ARSList)
arslist@ARSLIST.ORG



**
Christine,
Analytics really isn’t a “Remedy module.” It’s basically a “custom”
universe created by BMC based on the Remedy data model on the Business
Objects platform. So I think the training that would be helpful is to first
understand how Remedy data is structured within the DB. For example,
knowing that Remedy “Forms” are views within the DB etc…
Second, if you needed training on using Business Objects, I’m sure there
are classes out there that will help you get an understanding of how to use
Business Objects both from a Universe Designer perspective and also the end
user “InfoView” perspective. This will assist in helping you then take that
Remedy DB knowledge and work with the ITSM Universe within Analytics to
customize or just use it. Business Objects is owned by SAP so perhaps they
have specific training on the Designer and Infoview that is independent of
what the universe actually is.

Hope that makes sense. :)

-Tauf


From: Action Request System discussion list(ARSList) [
mailto:arslist@ARSLIST.ORG] On Behalf Of Christine Milton Hall
Sent: Friday, December 09, 2011 4:58 PM
To: arslist@ARSLIST.ORG
Subject: BMC Analytics

**


Hi everyone...

Sorry to bug you all again...

Does anyone know where I can get training for Analytics?

thanks!
c
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Incident Management reports

2011-12-12 Thread Christine Milton Hall


First let me thank everyone for their feedback on the first 2 emails..

Now for the next piece of the question.

If I can find data in a search, to me that means that the data exists in
the database already.  Would there be any reason that fields would be
required to be added to a form or the DB if data can be found in a search
(such as date and time stamps for Assigned and Resolved)?

thanks!
c


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Incident Management - building reports

2011-12-09 Thread Christine Milton Hall

Hi everyone - Hoping someone can help me out...

I am the functional person for our environment, not technical..  I have
currently created some requirements for reporting (to a spreadsheet).

We have a couple of options for tools.   Crystal reporting (out of Remedy),
Remedy AR, and BMC Analytics.  I am hoping to hear what the best practice
and best approach of the 3 options is.

My next question is.. If I can find data in a search, to me that means that
the data exists in the Database.  Would there be any reason that fields
would be required to be added to a form or the DB based on the information
below.  As an old developer (cobol programmer), I would expect that the
Total Life Cycle time would not be added, but instead be calculated as the
report is run.

Any guidance would really be greatly greatly appreciated!

The data I am looking to retrieve is the following:  (all of which I can
pull up in a search except for Total Life Cycle time.  My expectation is
that this would be a calculated field when running the report)

Assignee Group
SLM Status - Response
SLM status - Resolution
Priority
Status
Incident No
Incident Type
Summary
Submit Dated and Time
Release Management:  Summary
Release number
Status Reason
Business Unit (Organization)
Resolution Method
Vendor Ticket Number
Vendor First Name, Last Name
Resolved Date and Time
Closed Date and Time
Assigned Date (group) and Time
Assigned date (assignee) and Time
Resolution Date and Time
Re-opened Date and Time
Total Transfers (individual)
Total Transfers (group)
Total Life Cycle of ticket (Assigned group to Resolved) – Calculated
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BMC Analytics

2011-12-09 Thread Christine Milton Hall

Hi everyone...

Sorry to bug you all again...

Does anyone know where I can get training for Analytics?

thanks!
c
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Re: Compliance activity for Remedy

2011-10-25 Thread Christine Milton Hall
Just a thoughtI believe you can disable the user so that the ID cannot
be used and then tickets would not be deleted.  I have not heard anything
actually deleting the user ID's and it seems like it would not make sense
to delete records with the user account

c




From:   Joe Martin D'Souza jdso...@shyle.net
To: arslist@ARSLIST.ORG
Date:   10/25/2011 06:08 PM
Subject:Re: Compliance activity for Remedy
Sent by:Action Request System discussion list(ARSList)
arslist@ARSLIST.ORG



**

I was wondering about this too.. I have never seen tickets being deleted as
a result of deleting a user account. Loosing access, yes, when the ticket
was locked out using 112, but the ticket wasn’t deleted altogether..

Might be some funky customization in my opinion too..

Joe

From: John Sundberg
Sent: Tuesday, October 25, 2011 6:05 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: Compliance activity for Remedy

** H

That seems like weird workflow to me...

But yes - I would agree - it is minimally debatable what is to be done
with inactive accounts.

You could scramble a password -- making it unknown to anybody -
effectively locking it.

But - I did not know it deleting records by removing a User account? Is
this ITSM or a custom system ???

-John



On Oct 25, 2011, at 4:07 PM, Larry Barnes wrote:

**

I would be careful about removing any account that hasn't been active for x
number of days.  I learned the hard way that deleting an account also
deletes the tickets tied to that user.

Just my 2 cents worth.

Larry B.

From: Action Request System discussion list(ARSList) [
mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Tuesday, October 25, 2011 1:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: Compliance activity for Remedy

**

Consolidating / merging duplicate groups (same members which are not likely
to change) if it appears they were created to serve the same functional
purpose, may be a good idea too..

Joe

From: John Sundberg
Sent: Tuesday, October 25, 2011 4:27 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Compliance activity for Remedy

**

I was wondering - what kind of compliance events do people use for
Remedy?

Some examples:


Disable all accounts where password has not changed  120 days
Remove all accounts that have not been used  365 days

Remove groups - where no members exist.

Review mid-tier log files for excessive error messages
Review mid-tier directory for non-standard files (possible new .jsp)

etc...


Thanks,

-John






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Save the Date! First Annual KEG - Kinetic Enthusiasts Group
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Save the Date! First Annual KEG - Kinetic Enthusiasts Group
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Recipient of:

WWRUG10 Best Customer Service/Support Award
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Re: *** WARUG-Friday 21 October 2011-8am to 1pm-BAH Auditorium, Mclean VA ***

2011-10-13 Thread Christine Milton Hall
Unfortunately I will not be able to make the conference.  Will the
materials be available some where after?

thanks
c




From:   Betina Lose bet...@bleeding-edge.com
To: arslist@ARSLIST.ORG
Date:   10/13/2011 06:00 AM
Subject:*** WARUG-Friday 21 October 2011-8am to 1pm-BAH Auditorium,
Mclean VA ***
Sent by:Action Request System discussion list(ARSList)
arslist@ARSLIST.ORG



**
Dear ARSListers –

For those of you interested, the next Washington D.C. Area Remedy Users
Group (WARUG) meeting will be held on Friday 21 October 2011, again at the
Booz Allen Hamilton auditorium in Mclean, VA at 8283 Greensboro Drive from
8am to 1pm.  The speakers for this meeting have some great information to
share.  The agenda is as follows:

 8:00am  – 9:00am– WARUGers arrive, pick up conference badges,
relax/refreshments/mingle
 9:00am  – 9:15am– Welcome  Meeting Open, Betina Lose
 9:15am  – 10:00am  – Jeff Mikulas, BMC, “The Latest at BMC, Action
Request System 7.7, …”
10:00am – 10:15am – Break
10:15am – 11:00am – Brian Pancia, Finity IT, “Gathering Foundation Data
Requirements”
11:00am – 11:45am – Lenny Warren, RMI, “ITSM Change Management 7.6.04”
11:45am – 12:00pm – Meeting Close, Betina Lose
12:00pm – 1:00pm  – Mingling Hour

I also have a couple of T-Shirts and conference bags from WWRUG11 to give
away as well as some cool tattoos J (WWRUG11 was AWESOME!).

If you think you might attend the WARUG meeting on Friday 21 October,
please RSVP to me at bet...@bleeding-edge.com  as soon as you can with the
following:

 First Name:
 Last Name:
 Company You Work For:
 Foreign National (Yes or No):

This information will be provided to Booz Allen Hamilton security and I
will use this information to create your conference badge.  If you’ve
already emailed me, then I have your RSVP.

As always, WARUG meetings are open to anyone interested in the BMC Remedy
Action Request System products, applications and tools.  There is no
membership fee and no formal membership sign-up, but you must RSVP to
comply with BAH security policy.  Please visit www.warug.org for further
information about WARUG.

We look forward to seeing you at WARUG on Friday 21 October 2011!

--BL
___
Betina Lose, President/Software Engineer
Certified Remedy Skilled Professional (5.1.2, 6.3, 7.0)  Certified ARS7.5
Administrator
Certified ITIL V3 Foundation
Bleeding Edge Technologies, LLC
18411 Kingsmill Street, Leesburg, VA 20176
703-855-6989
bet...@bleeding-edge.com

Chairperson, WARUG
www.warug.org



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Remedy DB / customization - Basic question

2011-10-11 Thread Christine Milton Hall

Trying to understand how Remedy works from a customization perspective..

We have Incident, Asset, Change and Release Management currently running in
our environment, 7.5

Is there a DB for each module or does Remedy contain 1 DB that all  modules
map to?
When we customize (add a field to a form), how difficult is that?
Can a new field be mapped to an unpopulated field in the DB?
What are the best practices for customizing? (right now, looking to
customize Incident)

Any guidance would be greatly appreciated!

thanks
c
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Re: WSDL question about SRM_RequestInterface_Create_WS

2011-05-31 Thread Christine
Does anyone have anyone know if the SRD number is included in the xml
data submission that the referenced SRD will be used? Thereby using
the SRD specified AOT and creating the subsequent workflow?

Details of request in first post.

TIA,
Christine

On May 26, 3:13 pm, Christine christineperryi...@yahoo.com wrote:
 In the WSDL SRM_RequestInterface_Create_WS when the Operation Type =
 Create, there is a statement of xsd:element type=xsd:string
 name=SRD_Number/ (no quotes) in the file.

 Does this mean that if that SRD number is included in the xml data
 submission that the referenced SRD will be used? Thereby using the SRD
 specified AOT and creating the subsequent workflow?

 Here is the background scenario: If this Service Requst entry were
 done manually, the SRD/AOT association would create Work Orders. What
 the company is trying to do is automate a manual workflow. Instead of
 sending a data file to a person for manual input; WSDL will read the
 file, hopefully creating a Service Request record. Will specifiying
 the SRD_Number on the incoming XML data achieve that?

  - Christine

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WSDL question about SRM_RequestInterface_Create_WS

2011-05-26 Thread Christine
In the WSDL SRM_RequestInterface_Create_WS when the Operation Type =
Create, there is a statement of xsd:element type=xsd:string
name=SRD_Number/ (no quotes) in the file.

Does this mean that if that SRD number is included in the xml data
submission that the referenced SRD will be used? Thereby using the SRD
specified AOT and creating the subsequent workflow?

Here is the background scenario: If this Service Requst entry were
done manually, the SRD/AOT association would create Work Orders. What
the company is trying to do is automate a manual workflow. Instead of
sending a data file to a person for manual input; WSDL will read the
file, hopefully creating a Service Request record. Will specifiying
the SRD_Number on the incoming XML data achieve that?

 - Christine

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Re: SRD Service Request field mapping

2010-11-15 Thread Christine
Shawn,

Thank you for the info on your SRM experience. I've requested training
many, many times and included the explanation that the training costs
would result in faster turnaround. No luck.

I won't have to worry about that long at this company. The IT dept is
being mostly outsourced or elimated due to budget cuts. I'm in the
'eliminate' portion.

But I do agree... training will make people SO much more effective
with a product like SRM. I'll think about how I could get around this
with multiple AOT and conditions between them on the PDT.

Thanks,
Christine

On Nov 11, 3:27 pm, Pierson, Shawn shawn.pier...@sug.com wrote:
 I just got back from SRM training in San Jose last week, and despite having 
 worked with SRM basically since it was released, and being an ARS developer 
 for about ten years, I learned a lot about how to use SRM and it turned out 
 that I wasn't always using it completely right, and that many of the custom 
 things I did were easily handled by the system using their out of the box 
 workflow.

 The reason I bring this up is because you may want to request training as 
 quickly as possible, or else you are going to have difficulty supporting the 
 application in the future.  It's likely that what you are trying to put into 
 one form and one PDT/AOT combination would be better suited to multiple AOTs 
 with conditions built in between them on the PDT.  Like you, I had mainly 
 used AIFs because I thought my stuff was too complex for SRM to handle and it 
 turned out that I just didn't have the knowledge yet of how to use their 
 simple SRDs to bring complex data like that together.  I don't know you or 
 your background, but given what you stated below I would definitely suggest 
 trying to get official SRM training if you can.

 Thanks,

 Shawn Pierson
 Remedy Developer | Southern Union



 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arsl...@arslist.org] On Behalf Of Christine
 Sent: Thursday, November 11, 2010 3:55 PM
 To: arsl...@arslist.org
 Subject: Re: SRD Service Request field mapping

 Thanks for the quick reply.

 I did not use the AIF with backend mapping. I looked at that first. We
 needed a form where people could indicate all the items needed by a
 new employee. I ended up creating a non-mapped AIF form with checkbox
 items for phones, pc's, applications, application responsibilities and
 roles, sales organization tabs/fields, tech org tab/fields and lots of
 other stuff in embedded pages.

 It was my understanding that I would have had to create all the extra
 fields on the fulfillment form as well. Now, I may be wrong on that as
 I haven't had any training. I read the manuals, read this board and do
 a lot of testing.

 Christine

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Re: SRD Service Request field mapping

2010-11-15 Thread Christine
Mike - I ended up choosing door number 2. I kept my AIF as it was
already in production, changed some background workflow and got this
working.

Thanks,
Christine

On Nov 11, 3:37 pm, Mike Ilmer mike.il...@tdameritrade.com wrote:
 I may recommend two options:
 1) conditional PDT with multiple AOTs. This would require a quite complex set 
 of task group templates.

 2) the advanced interface form with whatever fields and business logic 
 attached to it. Then when work order get created, run the custom workflow and 
 generate related tasks based on the checkboxes on your custom form.

 hth



 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arsl...@arslist.org] On Behalf Of Christine
 Sent: Thursday, November 11, 2010 4:55 PM
 To: arsl...@arslist.org
 Subject: Re: SRD Service Request field mapping

 Thanks for the quick reply.

 I did not use the AIF with backend mapping. I looked at that first. We needed 
 a form where people could indicate all the items needed by a new employee. I 
 ended up creating a non-mapped AIF form with checkbox items for phones, pc's, 
 applications, application responsibilities and roles, sales organization 
 tabs/fields, tech org tab/fields and lots of other stuff in embedded pages.

 It was my understanding that I would have had to create all the extra fields 
 on the fulfillment form as well. Now, I may be wrong on that as I haven't had 
 any training. I read the manuals, read this board and do a lot of testing.

 Christine

 On Nov 11, 2:36 pm, Pierson, Shawn shawn.pier...@sug.com wrote:
  Out of curiosity, did you use the AIF that includes back end mapping?  That 
  is the easiest way to do it because then you just have an Active Link do a 
  Set Fields action from your fields to the out of the box ones which are 
  already mapped.

  Thanks,

  Shawn Pierson
  Remedy Developer | Southern Union
  5444 Westheimer Rd. Houston, TX 77056 |713.989.7226

  -Original Message-
  From: Action Request System discussion list(ARSList)
  [mailto:arsl...@arslist.org] On Behalf Of Christine
  Sent: Thursday, November 11, 2010 2:17 PM
  To: arsl...@arslist.org
  Subject: SRD Service Request field mapping

  I have an Advanced Interface form with fields I would like to map to
  the resulting Change. Where do I define the new AIF fields so that
  they are available choices on the SRD - Fulfillment Mapping Details -
   Service Request Fields - Selected Field listing?

  Thanks,
  Christine

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Re: SRD Service Request field mapping

2010-11-15 Thread Christine
Vinay - Thank you for your suggestion. As the form is already in
production I decided the best method was to keep the current form and
to create some additional workflow.

Christine

On Nov 11, 4:23 pm, Vinay Vermani vinay.verm...@gmail.com wrote:
 Hi Cristine,

 Best way to do this would be

 1. make a new form by copying OOB AIF with backend mapping.
 2. hide all the non required OOB  fields and you can create new fields based
 on your requirement.
 3. use set field actions for setting the values.  (You can also use
 Application Target Data form for mapping Sr Type fields for OOB Incident,
 change, WO fields)
 4. Use this AIF and create SRD (ofcourse, AOT, PDT would be required for
 creation of SRD)

 Hope this information will help. I am using SRM 2.2 as reference for this
 information

 - Vinay Vermani
 Remedy Professional
 Toronto- GTA
 On Thu, Nov 11, 2010 at 4:54 PM, Christine 
 christineperryi...@yahoo.comwrote:





  Thanks for the quick reply.

  I did not use the AIF with backend mapping. I looked at that first. We
  needed a form where people could indicate all the items needed by a
  new employee. I ended up creating a non-mapped AIF form with checkbox
  items for phones, pc's, applications, application responsibilities and
  roles, sales organization tabs/fields, tech org tab/fields and lots of
  other stuff in embedded pages.

  It was my understanding that I would have had to create all the extra
  fields on the fulfillment form as well. Now, I may be wrong on that as
  I haven't had any training. I read the manuals, read this board and do
  a lot of testing.

  Christine

  On Nov 11, 2:36 pm, Pierson, Shawn shawn.pier...@sug.com wrote:
   Out of curiosity, did you use the AIF that includes back end mapping?
   That is the easiest way to do it because then you just have an Active Link
  do a Set Fields action from your fields to the out of the box ones which are
  already mapped.

   Thanks,

   Shawn Pierson
   Remedy Developer | Southern Union
   5444 Westheimer Rd. Houston, TX 77056 |713.989.7226

   -Original Message-
   From: Action Request System discussion list(ARSList) [mailto:
  arsl...@arslist.org] On Behalf Of Christine
   Sent: Thursday, November 11, 2010 2:17 PM
   To: arsl...@arslist.org
   Subject: SRD Service Request field mapping

   I have an Advanced Interface form with fields I would like to map to
   the resulting Change. Where do I define the new AIF fields so that
   they are available choices on the SRD - Fulfillment Mapping Details -
Service Request Fields - Selected Field listing?

   Thanks,
   Christine

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Re: SRD Service Request field mapping

2010-11-15 Thread Christine
Mahesh - Thank you again! You've helped me in the past. In fact, based
on your feeback in a previous question I do have the button to open
the corresponding AIF. It is just that the help desk didn't want to
review every field. So I've summarized the fields/results into one
summary field on the AIF. I've decided to just do some additional
workflow on the AIF before it becomes an SR or a Change. That way, the
OOB process creating the SR and Change will pick up the summarized
information.

DUH I should have thought of that idea first. Live and learn

Thanks again,
Christine


On Nov 11, 7:16 pm, Mahesh mchand...@gmail.com wrote:
 Hi Christine

 The data is already saved on the AIF and if you don't want to replicate the
 data on multiple forms, you could view the Advanced Interface Form using
 View Service Request -- More Details. If this is too many clicks, I
 would recommend creating a button and dynamically opening the corresponding
 AIF. I usually hide the View Service Request link if the Request is using
 AIF.

 Hope this helps.

 Thanks
 Mahesh

 On Thu, Nov 11, 2010 at 3:54 PM, Christine 
 christineperryi...@yahoo.comwrote:





  Thanks for the quick reply.

  I did not use the AIF with backend mapping. I looked at that first. We
  needed a form where people could indicate all the items needed by a
  new employee. I ended up creating a non-mapped AIF form with checkbox
  items for phones, pc's, applications, application responsibilities and
  roles, sales organization tabs/fields, tech org tab/fields and lots of
  other stuff in embedded pages.

  It was my understanding that I would have had to create all the extra
  fields on the fulfillment form as well. Now, I may be wrong on that as
  I haven't had any training. I read the manuals, read this board and do
  a lot of testing.

  Christine

  On Nov 11, 2:36 pm, Pierson, Shawn shawn.pier...@sug.com wrote:
   Out of curiosity, did you use the AIF that includes back end mapping?
   That is the easiest way to do it because then you just have an Active Link
  do a Set Fields action from your fields to the out of the box ones which are
  already mapped.

   Thanks,

   Shawn Pierson
   Remedy Developer | Southern Union
   5444 Westheimer Rd. Houston, TX 77056 |713.989.7226

   -Original Message-
   From: Action Request System discussion list(ARSList) [mailto:
  arsl...@arslist.org] On Behalf Of Christine
   Sent: Thursday, November 11, 2010 2:17 PM
   To: arsl...@arslist.org
   Subject: SRD Service Request field mapping

   I have an Advanced Interface form with fields I would like to map to
   the resulting Change. Where do I define the new AIF fields so that
   they are available choices on the SRD - Fulfillment Mapping Details -
Service Request Fields - Selected Field listing?

   Thanks,
   Christine

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SRD Service Request field mapping

2010-11-11 Thread Christine
I have an Advanced Interface form with fields I would like to map to
the resulting Change. Where do I define the new AIF fields so that
they are available choices on the SRD - Fulfillment Mapping Details -
 Service Request Fields - Selected Field listing?

Thanks,
Christine

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Re: SRD Service Request field mapping

2010-11-11 Thread Christine
Thanks for the quick reply.

I did not use the AIF with backend mapping. I looked at that first. We
needed a form where people could indicate all the items needed by a
new employee. I ended up creating a non-mapped AIF form with checkbox
items for phones, pc's, applications, application responsibilities and
roles, sales organization tabs/fields, tech org tab/fields and lots of
other stuff in embedded pages.

It was my understanding that I would have had to create all the extra
fields on the fulfillment form as well. Now, I may be wrong on that as
I haven't had any training. I read the manuals, read this board and do
a lot of testing.

Christine

On Nov 11, 2:36 pm, Pierson, Shawn shawn.pier...@sug.com wrote:
 Out of curiosity, did you use the AIF that includes back end mapping?  That 
 is the easiest way to do it because then you just have an Active Link do a 
 Set Fields action from your fields to the out of the box ones which are 
 already mapped.

 Thanks,

 Shawn Pierson
 Remedy Developer | Southern Union
 5444 Westheimer Rd. Houston, TX 77056 |713.989.7226



 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arsl...@arslist.org] On Behalf Of Christine
 Sent: Thursday, November 11, 2010 2:17 PM
 To: arsl...@arslist.org
 Subject: SRD Service Request field mapping

 I have an Advanced Interface form with fields I would like to map to
 the resulting Change. Where do I define the new AIF fields so that
 they are available choices on the SRD - Fulfillment Mapping Details -
  Service Request Fields - Selected Field listing?

 Thanks,
 Christine

 ___­
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 attend wwrug11www.wwrug.comARSList: Where the Answers Are

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Re: Summarizing checkbox field titles and values to one field

2010-11-04 Thread Christine
Thanks Chuck - The REPLACE function may be the key to my first attempt
at this. I worked on that yesterday afternoon resulting in a much
cleaner summary field.

On Nov 3, 11:53 am, Charles Baldi cba...@ieee.org wrote:
 If you don't mind kludges if they save you time, you could build the
 string as you are now and then use REPLACE on the string to remove the
 results of any null fields.  Might process quicker too.

 Regards,
 Chuck Baldi

 On Wed, Nov 3, 2010 at 2:40 PM, Tommy Morris





 tommy.mor...@radioshack.com wrote:
  Create an AL that runs on each field individually and have it set the
  value to your notes field (RunIF Value != $NULL$)
  The set value should be $Notes$ +  value  + carriagereturn

  Put all your AL's in a guide that is called on submit (or some such) and
  with this value format you will build a nice looking summary of requests
  with no extra, blank lines.

  I have not tried this in a filter but the AL works fine.

  -Original Message-
  From: Action Request System discussion list(ARSList)
  [mailto:arsl...@arslist.org] On Behalf Of Christine
  Sent: Wednesday, November 03, 2010 1:33 PM
  To: arsl...@arslist.org
  Subject: Summarizing checkbox field titles and values to one field

  I have a form with many, many checkboxes. When a person submits the
  form I want to walk just this record, evaluate each field for a value,
  if that value is != $NULL$ then I want to write the field title and
  the field value to a single, summary field I'm calling Record
  Summary.

  Imagine a form with 4 checkboxes for color choices

  Field names = Red, Blue, Green Black
  Field titles = Color Red, Color Blue, Color Green and Color
  Black
  The field attributes are correspondingly Bright Red, Dark Blue,
  Faded Green and ReallyBlack. This is the value that is written to
  the table when the checkbox is checked.

  If the person submitting the record checks only the Color Red and
  Color Black boxes I want to write this to the summary field:
  Color Red:      Bright Red
  Color Black:    Really Black

  I have a real kluge of this based on a filter working in dev. However,
  it is does not evaluate each field for a non-null value. I check to
  see if the Record Summary field is empty, if it is then I use this Set
  Field action on the Record Summary field:  $Red$ +  ;  +| + $Blue
  $) +  ;  +|  + $Green$ +  ;    +| $Black$ +  ;   which
  results in:

  Bright Red,
  ,
  ,
  Really Black

  My form has hundreds of checkboxes for people to request AD Accounts,
  hardware, general software and Oracle Apps Responsibilities (this is
  the reason for the length of the form). As you can see using my kluge
  will result in an ugly text field for the help desk person to review.
  Many lines would just have the commas in them where the users didn't
  make any choices. That is so even when I combine several checkbox
  field values on one line.

  Plus, the processing just isn't that elegant.

  Can someone direct me to the correct process to use for this? Is there
  an example of this in a ACTL, Filter or Guide for me to review that
  might already be doing something like this? I keep reading the
  workflow manual about guides and looping and this just isn't clicking
  with me. (We have ARS 7.1.00, Change and Incident 7.0.03, and SRM 2.2)

  Thanks,
  Christine

  
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Re: Summarizing checkbox field titles and values to one field

2010-11-04 Thread Christine
Thanks for your reply. I am currently using a filter guide and filters
to do the current work using my kluge. I wonder if checking each of
the many fields individually would result in a delayed processing
after the user chooses Submit that the user thinks they need to click
on Submit again.

Thanks again,
Christine

On Nov 3, 11:40 am, Tommy Morris tommy.mor...@radioshack.com wrote:
 Create an AL that runs on each field individually and have it set the
 value to your notes field (RunIF Value != $NULL$)
 The set value should be $Notes$ +  value  + carriagereturn

 Put all your AL's in a guide that is called on submit (or some such) and
 with this value format you will build a nice looking summary of requests
 with no extra, blank lines.

 I have not tried this in a filter but the AL works fine.



 -Original Message-
 From: Action Request System discussion list(ARSList)

 [mailto:arsl...@arslist.org] On Behalf Of Christine
 Sent: Wednesday, November 03, 2010 1:33 PM
 To: arsl...@arslist.org
 Subject: Summarizing checkbox field titles and values to one field

 I have a form with many, many checkboxes. When a person submits the
 form I want to walk just this record, evaluate each field for a value,
 if that value is != $NULL$ then I want to write the field title and
 the field value to a single, summary field I'm calling Record
 Summary.

 Imagine a form with 4 checkboxes for color choices

 Field names = Red, Blue, Green Black
 Field titles = Color Red, Color Blue, Color Green and Color
 Black
 The field attributes are correspondingly Bright Red, Dark Blue,
 Faded Green and ReallyBlack. This is the value that is written to
 the table when the checkbox is checked.

 If the person submitting the record checks only the Color Red and
 Color Black boxes I want to write this to the summary field:
 Color Red:      Bright Red
 Color Black:    Really Black

 I have a real kluge of this based on a filter working in dev. However,
 it is does not evaluate each field for a non-null value. I check to
 see if the Record Summary field is empty, if it is then I use this Set
 Field action on the Record Summary field:  $Red$ +  ;  +| + $Blue
 $) +  ;  +|  + $Green$ +  ;    +| $Black$ +  ;   which
 results in:

 Bright Red,
 ,
 ,
 Really Black

 My form has hundreds of checkboxes for people to request AD Accounts,
 hardware, general software and Oracle Apps Responsibilities (this is
 the reason for the length of the form). As you can see using my kluge
 will result in an ugly text field for the help desk person to review.
 Many lines would just have the commas in them where the users didn't
 make any choices. That is so even when I combine several checkbox
 field values on one line.

 Plus, the processing just isn't that elegant.

 Can someone direct me to the correct process to use for this? Is there
 an example of this in a ACTL, Filter or Guide for me to review that
 might already be doing something like this? I keep reading the
 workflow manual about guides and looping and this just isn't clicking
 with me. (We have ARS 7.1.00, Change and Incident 7.0.03, and SRM 2.2)

 Thanks,
 Christine

 
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Re: Summarizing checkbox field titles and values to one field

2010-11-04 Thread Christine
I'm wondering if checking so many fields would result in quite a
lagtime after the user clicks on the Submit button. I guess I'll just
have to test this out.

Thanks,
Christine

On Nov 3, 11:48 am, Rick Cook remedyr...@gmail.com wrote:
 How about using a guide in which each AL evaluates one condition, and
 updates the field as each evaluates as true?

 Rick
 On Nov 3, 2010 2:43 PM, Tommy Morris tommy.mor...@radioshack.com wrote:



  Create an AL that runs on each field individually and have it set the
  value to your notes field (RunIF Value != $NULL$)
  The set value should be $Notes$ +  value + carriagereturn

  Put all your AL's in a guide that is called on submit (or some such) and
  with this value format you will build a nice looking summary of requests
  with no extra, blank lines.

  I have not tried this in a filter but the AL works fine.

  -Original Message-
  From: Action Request System discussion list(ARSList)
  [mailto:arsl...@arslist.org] On Behalf Of Christine
  Sent: Wednesday, November 03, 2010 1:33 PM
  To: arsl...@arslist.org
  Subject: Summarizing checkbox field titles and values to one field

  I have a form with many, many checkboxes. When a person submits the
  form I want to walk just this record, evaluate each field for a value,
  if that value is != $NULL$ then I want to write the field title and
  the field value to a single, summary field I'm calling Record
  Summary.

  Imagine a form with 4 checkboxes for color choices

  Field names = Red, Blue, Green Black
  Field titles = Color Red, Color Blue, Color Green and Color
  Black
  The field attributes are correspondingly Bright Red, Dark Blue,
  Faded Green and ReallyBlack. This is the value that is written to
  the table when the checkbox is checked.

  If the person submitting the record checks only the Color Red and
  Color Black boxes I want to write this to the summary field:
  Color Red: Bright Red
  Color Black: Really Black

  I have a real kluge of this based on a filter working in dev. However,
  it is does not evaluate each field for a non-null value. I check to
  see if the Record Summary field is empty, if it is then I use this Set
  Field action on the Record Summary field: $Red$ + ;  +| + $Blue
  $) + ;  +| + $Green$ + ;  +| $Black$ + ;  which
  results in:

  Bright Red,
  ,
  ,
  Really Black

  My form has hundreds of checkboxes for people to request AD Accounts,
  hardware, general software and Oracle Apps Responsibilities (this is
  the reason for the length of the form). As you can see using my kluge
  will result in an ugly text field for the help desk person to review.
  Many lines would just have the commas in them where the users didn't
  make any choices. That is so even when I combine several checkbox
  field values on one line.

  Plus, the processing just isn't that elegant.

  Can someone direct me to the correct process to use for this? Is there
  an example of this in a ACTL, Filter or Guide for me to review that
  might already be doing something like this? I keep reading the
  workflow manual about guides and looping and this just isn't clicking
  with me. (We have ARS 7.1.00, Change and Incident 7.0.03, and SRM 2.2)

  Thanks,
  Christine

  
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Re: Summarizing checkbox field titles and values to one field

2010-11-04 Thread Christine
John,

I had not thought about the Audit capability. I'll turn on Audit on a
field, see what displays and then research how to access the Audit
info.

On Nov 3, 11:58 am, Reiser, John J john.j.rei...@lmco.com wrote:
 Christine,
 How about using the Audit capability in ARS and retrieving the value from the 
 audit record to include in your request.
 I'm pretty sure it gives you Field label, Value pairs if configured correctly.
 HTH,

 ---
 John J. Reiser
 Senior Software Development Analyst
 Remedy Administrator/Developer
 Lockheed Martin - MS2
 The star that burns twice as bright burns half as long.



 Pay close attention and be illuminated by its brilliance. - paraphrased by me 
 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arsl...@arslist.org] On Behalf Of Christine
 Sent: Wednesday, November 03, 2010 2:33 PM
 To: arsl...@arslist.org
 Subject: EXTERNAL: Summarizing checkbox field titles and values to one field

 I have a form with many, many checkboxes. When a person submits the form I 
 want to walk just this record, evaluate each field for a value, if that value 
 is != $NULL$ then I want to write the field title and the field value to a 
 single, summary field I'm calling Record Summary.

 Imagine a form with 4 checkboxes for color choices

 Field names = Red, Blue, Green Black
 Field titles = Color Red, Color Blue, Color Green and Color Black
 The field attributes are correspondingly Bright Red, Dark Blue, Faded 
 Green and ReallyBlack. This is the value that is written to the table when 
 the checkbox is checked.

 If the person submitting the record checks only the Color Red and Color 
 Black boxes I want to write this to the summary field:
 Color Red:      Bright Red
 Color Black:    Really Black

 I have a real kluge of this based on a filter working in dev. However, it is 
 does not evaluate each field for a non-null value. I check to see if the 
 Record Summary field is empty, if it is then I use this Set Field action on 
 the Record Summary field:  $Red$ +  ;  +| + $Blue
 $) +  ;  +|  + $Green$ +  ;    +| $Black$ +  ;   which
 results in:

 Bright Red,
 ,
 ,
 Really Black

 My form has hundreds of checkboxes for people to request AD Accounts, 
 hardware, general software and Oracle Apps Responsibilities (this is the 
 reason for the length of the form). As you can see using my kluge will result 
 in an ugly text field for the help desk person to review.
 Many lines would just have the commas in them where the users didn't make any 
 choices. That is so even when I combine several checkbox field values on one 
 line.

 Plus, the processing just isn't that elegant.

 Can someone direct me to the correct process to use for this? Is there an 
 example of this in a ACTL, Filter or Guide for me to review that might 
 already be doing something like this? I keep reading the workflow manual 
 about guides and looping and this just isn't clicking with me. (We have ARS 
 7.1.00, Change and Incident 7.0.03, and SRM 2.2)

 Thanks,
 Christine

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Re: Summarizing checkbox field titles and values to one field

2010-11-04 Thread Christine
Thad - Thank you for your detail. Perhaps I should state for aesthetic
purposes that the form has quite a few Page Fields, with some embedded
Page Fields so that only a small portion of the form is presented to
the user at any one time. Each portion has sections for Oracle
Responsiblities - such as those for Accounts Payables, Order
Management etc.

As I have very limited Remedy training and no Remedy co-workers,
perhaps you can clear up something for me. I see you mentioned the
option of Table Loop in the filter. With my background a 'table' loop
would search through each record in the table, searching for a
matching parameter. Is this how a Table Loop in Remedy works, or does
that search each field in one record?

I like the fact that this example is little maintenance. My company is
laying me off the end of January and I'm trying to leave Remedy in a
good state. I've been automating quite a bit of the admin work and
looking for ways to reduce work once there is no full time Remedy
person.

Thanks,
Christine

On Nov 3, 1:31 pm, Thad Esser thad.es...@gmail.com wrote:
 Christine,

 I love a good puzzle, although many, many, hundreds of checkboxes scares
 me.  Anyway, how about this:

 Create a New Form to hold information about the checkbox fields:
           Field ID
           Field Label
           Field Name

 Create a Table on your Request form that references the new form above, with
 the following columns:
           col_fieldid
           col_fieldlabel
           col_fieldname

 Create some display only fields on your Request form:
           char - ztmp_currentfieldid
           char - ztmp_currentfieldvalue (for this example, we'll say this
 field has a fieldid of 536870002)
           char - ztmp_currentfieldlabel

 Create the filters and the guide to hold them:
 Filter guide
           Filter 1`!:  (note the phasing override)
                     Action 1:  (sets temp fields from your table of fields)
                               Set ztmp_currentfieldid = col_fieldid
                               Set ztmp_currentfieldlabel = col_fieldlabel
                     Action 2: Run Process:
                                         Application-Copy-Field-Value
 536870002 $ztmp_currentfieldid$ (note: this takes the value from the field
 that has the fieldid that is stored in $ztmp_currentfieldid$, and copies it
 to the ztmp_currentfieldvalue)
           Filter 2`!:  (note the phasing override)
                     Run if: $ztmp_currentfieldvalue$ != $NULL$
                     Action 1:  set summary = summary + | +
 $ztmp_currentfieldlabel$ + :  + $ztmp_currentfieldvalue$

 Create a filter to call the guide:
           Run If: $record summary$ = $NULL$
           Action 1:  Call guide, with Table Loop checked, and the new table
 above selected.

 And then a final filter to do an LTRIM or substring to remove the intial
 carriage return that will be there

 This has the benefit of little code to maintain, and makes the list of
 checkboxes data-driven.  When you add a new checkbox, you don't need to
 update any code, just add a record to that first form.

 Hopefully that gives you some other options to think about.

 Thad Esser
 Remedy Developer

 On Wed, Nov 3, 2010 at 11:33 AM, Christine 
 christineperryi...@yahoo.comwrote:





  I have a form with many, many checkboxes. When a person submits the
  form I want to walk just this record, evaluate each field for a value,
  if that value is != $NULL$ then I want to write the field title and
  the field value to a single, summary field I’m calling Record
  Summary.

  Imagine a form with 4 checkboxes for color choices

  Field names = Red, Blue, Green Black
  Field titles = “Color Red”, “Color Blue”, “Color Green” and “Color
  Black”
  The field attributes are correspondingly “Bright Red”, “Dark Blue”,
  “Faded Green” and “ReallyBlack”. This is the value that is written to
  the table when the checkbox is checked.

  If the person submitting the record checks only the “Color Red” and
  “Color Black” boxes I want to write this to the summary field:
  Color Red:      Bright Red
  Color Black:    Really Black

  I have a real kluge of this based on a filter working in dev. However,
  it is does not evaluate each field for a non-null value. I check to
  see if the Record Summary field is empty, if it is then I use this Set
  Field action on the Record Summary field:  “$Red$ +  ;  +”|” + $Blue
  $) +  ;  +”|”  + $Green$ +  ;    +”|” $Black$ +  ;   which
  results in:

  Bright Red,
  ,
  ,
  Really Black

  My form has hundreds of checkboxes for people to request AD Accounts,
  hardware, general software and Oracle Apps Responsibilities (this is
  the reason for the length of the form). As you can see using my kluge
  will result in an ugly text field for the help desk person to review.
  Many lines would just have the commas in them where the users didn’t
  make any choices. That is so even when I combine several checkbox
  field values on one line.

  Plus

Re: Summarizing checkbox field titles and values to one field

2010-11-04 Thread Christine
Thanks for the clarification. I've been reading that section; I guess
I'll have to give it a try.

On Nov 4, 9:45 am, Thad Esser thad.es...@gmail.com wrote:
 Table looping works pretty much as you described.  Search for Table Loop
 in the workflow objects guide.  Page 134 of the 7.1 guide has a section on
 Using filter guides in server-side table fields that might help.
 Basically, when the workflow hits the filter guide, it selects the first
 row in the table, processes all the filters in the guide using that row's
 data, then selects the next row, processes all the filters in the guide
 using the 2nd row's data, and so on.  (technically, its not selecting the
 row in the way you'd think of it on the client side, but you can
 conceptually think of it that way.)

 Sorry to hear about you getting laid off.  The good news is there's a fair
 amount of Remedy job postings on the list these days.

 Thad
 On Thu, Nov 4, 2010 at 8:00 AM, Christine christineperryi...@yahoo.comwrote:





  Thad - Thank you for your detail. Perhaps I should state for aesthetic
  purposes that the form has quite a few Page Fields, with some embedded
  Page Fields so that only a small portion of the form is presented to
  the user at any one time. Each portion has sections for Oracle
  Responsiblities - such as those for Accounts Payables, Order
  Management etc.

  As I have very limited Remedy training and no Remedy co-workers,
  perhaps you can clear up something for me. I see you mentioned the
  option of Table Loop in the filter. With my background a 'table' loop
  would search through each record in the table, searching for a
  matching parameter. Is this how a Table Loop in Remedy works, or does
  that search each field in one record?

  I like the fact that this example is little maintenance. My company is
  laying me off the end of January and I'm trying to leave Remedy in a
  good state. I've been automating quite a bit of the admin work and
  looking for ways to reduce work once there is no full time Remedy
  person.

  Thanks,
  Christine

  On Nov 3, 1:31 pm, Thad Esser thad.es...@gmail.com wrote:
   Christine,

   I love a good puzzle, although many, many, hundreds of checkboxes
  scares
   me.  Anyway, how about this:

   Create a New Form to hold information about the checkbox fields:
             Field ID
             Field Label
             Field Name

   Create a Table on your Request form that references the new form above,
  with
   the following columns:
             col_fieldid
             col_fieldlabel
             col_fieldname

   Create some display only fields on your Request form:
             char - ztmp_currentfieldid
             char - ztmp_currentfieldvalue (for this example, we'll say this
   field has a fieldid of 536870002)
             char - ztmp_currentfieldlabel

   Create the filters and the guide to hold them:
   Filter guide
             Filter 1`!:  (note the phasing override)
                       Action 1:  (sets temp fields from your table of
  fields)
                                 Set ztmp_currentfieldid = col_fieldid
                                 Set ztmp_currentfieldlabel = col_fieldlabel
                       Action 2: Run Process:
                                           Application-Copy-Field-Value
   536870002 $ztmp_currentfieldid$ (note: this takes the value from the
  field
   that has the fieldid that is stored in $ztmp_currentfieldid$, and copies
  it
   to the ztmp_currentfieldvalue)
             Filter 2`!:  (note the phasing override)
                       Run if: $ztmp_currentfieldvalue$ != $NULL$
                       Action 1:  set summary = summary + | +
   $ztmp_currentfieldlabel$ + :  + $ztmp_currentfieldvalue$

   Create a filter to call the guide:
             Run If: $record summary$ = $NULL$
             Action 1:  Call guide, with Table Loop checked, and the new
  table
   above selected.

   And then a final filter to do an LTRIM or substring to remove the intial
   carriage return that will be there

   This has the benefit of little code to maintain, and makes the list of
   checkboxes data-driven.  When you add a new checkbox, you don't need to
   update any code, just add a record to that first form.

   Hopefully that gives you some other options to think about.

   Thad Esser
   Remedy Developer

   On Wed, Nov 3, 2010 at 11:33 AM, Christine christineperryi...@yahoo.com
  wrote:

I have a form with many, many checkboxes. When a person submits the
form I want to walk just this record, evaluate each field for a value,
if that value is != $NULL$ then I want to write the field title and
the field value to a single, summary field I’m calling Record
Summary.

Imagine a form with 4 checkboxes for color choices

Field names = Red, Blue, Green Black
Field titles = “Color Red”, “Color Blue”, “Color Green” and “Color
Black”
The field attributes are correspondingly “Bright Red”, “Dark Blue”,
“Faded Green

Summarizing checkbox field titles and values to one field

2010-11-03 Thread Christine
I have a form with many, many checkboxes. When a person submits the
form I want to walk just this record, evaluate each field for a value,
if that value is != $NULL$ then I want to write the field title and
the field value to a single, summary field I’m calling Record
Summary.

Imagine a form with 4 checkboxes for color choices

Field names = Red, Blue, Green Black
Field titles = “Color Red”, “Color Blue”, “Color Green” and “Color
Black”
The field attributes are correspondingly “Bright Red”, “Dark Blue”,
“Faded Green” and “ReallyBlack”. This is the value that is written to
the table when the checkbox is checked.

If the person submitting the record checks only the “Color Red” and
“Color Black” boxes I want to write this to the summary field:
Color Red:  Bright Red
Color Black:Really Black

I have a real kluge of this based on a filter working in dev. However,
it is does not evaluate each field for a non-null value. I check to
see if the Record Summary field is empty, if it is then I use this Set
Field action on the Record Summary field:  “$Red$ +  ;  +”|” + $Blue
$) +  ;  +”|”  + $Green$ +  ;+”|” $Black$ +  ;   which
results in:

Bright Red,
,
,
Really Black

My form has hundreds of checkboxes for people to request AD Accounts,
hardware, general software and Oracle Apps Responsibilities (this is
the reason for the length of the form). As you can see using my kluge
will result in an ugly text field for the help desk person to review.
Many lines would just have the commas in them where the users didn’t
make any choices. That is so even when I combine several checkbox
field values on one line.

Plus, the processing just isn’t that elegant.

Can someone direct me to the correct process to use for this? Is there
an example of this in a ACTL, Filter or Guide for me to review that
might already be doing something like this? I keep reading the
workflow manual about guides and looping and this just isn't clicking
with me. (We have ARS 7.1.00, Change and Incident 7.0.03, and SRM 2.2)

Thanks,
Christine

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Validating an ACTL Run-If statement against a search type menu value

2010-10-28 Thread Christine
I have a field on one form that utilizes a search type menu (which
references a field on another form). I need to create an ACTL for the
first form where the Run If statement says ‘If field value is ABC or
XYZ” where ABC or XYZ is a field value on the second form.

The Search-type menu has more options than ABC or XYZ.

Does anyone have an example of how I can validate the chosen field
value on the first form against the multiple field value entries on
the second form?

ARS 7.1.00 Patch 002
Incident 7.0.03 Patch 007

Thanks,
Christine

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Re: Validating an ACTL Run-If statement against a search type menu value

2010-10-28 Thread Christine
I was maknig a bigger deal out of this than it was. Luckily I only had
to test that it was not two of the available entries. So the usual
(('fieldname' != DEF) or ('fieldname' != MNO)  worked out.

I don't know if this would be appropriate nder a more complicated
scenario.

Thanks all just for being available
Christine

On Oct 28, 11:42 am, Christine christineperryi...@yahoo.com wrote:
 I have a field on one form that utilizes a search type menu (which
 references a field on another form). I need to create an ACTL for the
 first form where the Run If statement says ‘If field value is ABC or
 XYZ” where ABC or XYZ is a field value on the second form.

 The Search-type menu has more options than ABC or XYZ.

 Does anyone have an example of how I can validate the chosen field
 value on the first form against the multiple field value entries on
 the second form?

 ARS 7.1.00 Patch 002
 Incident 7.0.03 Patch 007

 Thanks,
 Christine

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Re: change mgmt summary field

2010-10-20 Thread Christine
CHG:Infrastructure Change Summary field is as you thought - 100 char
OOB.

The corresponding field on NTE:SYS-Individual NT Control and NTE:SYS-
Individual Group Control (intermediate form for notifications) is 255
Char.

On Oct 20, 8:37 am, Martinez, Marcelo A marc...@cpchem.com wrote:
 Can someone tell me what the length of the summary field is for 
 CHG:Infrastructure Change form is? I believe it is 100 OOB.
 I have increased the length of my field and now some of my users are getting 
 errors when the system is trying to send notifications

 Thanks,
 Marcelo

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Re: change mgmt summary field

2010-10-20 Thread Christine
A 552 error usually is associated with running out of space in the db
log or data tables. I don't use MS-SQL but I would guess that the SQL
Admin interface could indicated free tablespace for the tables.

In Oracle the DBA will need to extend the tablespace. Also, Oracle
tables can be set to autoextend.

On Oct 20, 11:56 am, Martinez, Marcelo A marc...@cpchem.com wrote:
 I don't know where it is choking up then.. my users get the error:
 ARERR [552] Failure during SQL operation to the database: the statement has 
 been terminated. String or binary data would be truncated. (SQL Server 8152). 
 (I was not given the workflow which fired this error).

 Thanks for the info Christine!

 Marcelo



 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault
 Sent: Wednesday, October 20, 2010 1:13 PM
 To: arsl...@arslist.org
 Subject: Re: change mgmt summary field

 you got to love this consistencies!

 Guillaume
 
 From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on 
 behalf of Christine [christineperryi...@yahoo.com]
 Sent: Wednesday, October 20, 2010 12:57 PM
 To: arsl...@arslist.org
 Subject: Re: change mgmt summary field

 CHG:Infrastructure Change Summary field is as you thought - 100 char
 OOB.

 The corresponding field on NTE:SYS-Individual NT Control and NTE:SYS-
 Individual Group Control (intermediate form for notifications) is 255
 Char.

 On Oct 20, 8:37 am, Martinez, Marcelo A marc...@cpchem.com wrote:
  Can someone tell me what the length of the summary field is for 
  CHG:Infrastructure Change form is? I believe it is 100 OOB.
  I have increased the length of my field and now some of my users are 
  getting errors when the system is trying to send notifications

  Thanks,
  Marcelo

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Re: Need help understanding Set Fields in Filter processing

2010-10-11 Thread Christine
Brien,

Thank you for your reply and for taking the time to test this. Can you
explain the 'get relationship'? I cannot find a reference to this in
either the Form/Apps manual or the Workflow manual.

I'm doing another log, including a SQL log. I use SQL Navigator to
look at the table more directly. If you know of a better tool I'm open
to suggestions.

Thanks,
Christine

On Oct 7, 6:18 pm, Brien Dieterle
brien.diete...@cgcmail.maricopa.edu wrote:
   I don't think that is it.  In fact I just made a test form exactly as
 you described and it works fine.  I am betting you have some other
 workflow manipulating that field.  Can you do a get relationships on
 those fields and check for any set fields and push fields operations
 from other workflow, particularly on the TempReqSummary field?  You
 could also just try adding the `! to the end of the filter name just
 for giggles to see if that works, and/or cranking up the execution order.

 Brien

 On 10/7/2010 4:12 PM, Christine wrote:





  Brien,

  The default value of the field TempReqSummary is #First Name# as
  defined on the form, in the Field Attributes Default Value.

  When entering the information on the form, I enter the name Denise in
  the field First Name. Upon submission the Replace function is changing
  the TempReqSummary value to the value in the First Name field (in this
  case, Denise). This is as I want it. I see this happen in the log.

  When the record is saved, the saved value is back to #First Name#. Is
  the Default Value overwriting the Set Fields Replace() function?

  Thank you for your help,
  Christine

  On Oct 7, 3:23 pm, Brien Dieterle
  brien.diete...@cgcmail.maricopa.edu  wrote:
     Is there a Set Fields operation that is setting $TempReqSummary$ to
  #First Name#, or is #First Name# the default value or the value you
  are entering into the field manually?

  Brien

  On 10/7/2010 1:25 PM, Christine wrote:

  I’m using the Replace() function in a filter Set Fields action. I can
  see in the logs where the Replace() is successful during filter phase
  I processing. However, when the record is saved the original value of
  the field (not the Set Fields value) is still present.
  Original Field Value: #First Name#;
  Filter Set Fields action: REPLACE($TempReqSummary$,  #First Name#,
  $First Name$)
  The result in the log is the first name in the field TempReqSummary.
  Entry from the log is: “TempReqSummary (536871236) = Denise;”
  When the record is finally written to the db the TempReqSummary has
  the value of #First Name#, not ‘Denise’ as I am trying to achieve. I
  see nothing else in the log where this value is getting overwritten.
  I’m logging both ACTL and Filters. In the log when this filter is
  complete there is the message “End of filter processing (phase 1) –
  Operation Create on (form name) -NULL    “
  I’ve been looking at the filter processing for the email message
  creation which uses this type of Replace() action. I’ve logged that
  process but I can’t see what actually ‘seeds’ the value in the target
  field. There is no ‘commit changes’ in filter processing as in ACTL.
  I’ve read and re-read the Workflow manual about filter phasing but I
  am obviously missing the fix for this.
  Can anyone direct me to what I should read/understand next in order to
  get this working?
  This may be a very simple replace function, but it is a test of
  something larger that will aggregate values of multiple fields into
  one text field with other wording and formatting.
  Thanks,
  Christine
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Need help understanding Set Fields in Filter processing

2010-10-07 Thread Christine
I’m using the Replace() function in a filter Set Fields action. I can
see in the logs where the Replace() is successful during filter phase
I processing. However, when the record is saved the original value of
the field (not the Set Fields value) is still present.

Original Field Value: #First Name#;
Filter Set Fields action: REPLACE($TempReqSummary$,  #First Name#,
$First Name$)

The result in the log is the first name in the field TempReqSummary.
Entry from the log is: “TempReqSummary (536871236) = Denise;”

When the record is finally written to the db the TempReqSummary has
the value of #First Name#, not ‘Denise’ as I am trying to achieve. I
see nothing else in the log where this value is getting overwritten.
I’m logging both ACTL and Filters. In the log when this filter is
complete there is the message “End of filter processing (phase 1) –
Operation Create on (form name) - NULL “

I’ve been looking at the filter processing for the email message
creation which uses this type of Replace() action. I’ve logged that
process but I can’t see what actually ‘seeds’ the value in the target
field. There is no ‘commit changes’ in filter processing as in ACTL.
I’ve read and re-read the Workflow manual about filter phasing but I
am obviously missing the fix for this.

Can anyone direct me to what I should read/understand next in order to
get this working?

This may be a very simple replace function, but it is a test of
something larger that will aggregate values of multiple fields into
one text field with other wording and formatting.

Thanks,
Christine

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Re: Need help understanding Set Fields in Filter processing

2010-10-07 Thread Christine
Brien,

The default value of the field TempReqSummary is #First Name# as
defined on the form, in the Field Attributes Default Value.

When entering the information on the form, I enter the name Denise in
the field First Name. Upon submission the Replace function is changing
the TempReqSummary value to the value in the First Name field (in this
case, Denise). This is as I want it. I see this happen in the log.

When the record is saved, the saved value is back to #First Name#. Is
the Default Value overwriting the Set Fields Replace() function?

Thank you for your help,
Christine

On Oct 7, 3:23 pm, Brien Dieterle
brien.diete...@cgcmail.maricopa.edu wrote:
   Is there a Set Fields operation that is setting $TempReqSummary$ to
 #First Name#, or is #First Name# the default value or the value you
 are entering into the field manually?

 Brien

 On 10/7/2010 1:25 PM, Christine wrote:





  I’m using the Replace() function in a filter Set Fields action. I can
  see in the logs where the Replace() is successful during filter phase
  I processing. However, when the record is saved the original value of
  the field (not the Set Fields value) is still present.

  Original Field Value: #First Name#;
  Filter Set Fields action: REPLACE($TempReqSummary$,  #First Name#,
  $First Name$)

  The result in the log is the first name in the field TempReqSummary.
  Entry from the log is: “TempReqSummary (536871236) = Denise;”

  When the record is finally written to the db the TempReqSummary has
  the value of #First Name#, not ‘Denise’ as I am trying to achieve. I
  see nothing else in the log where this value is getting overwritten.
  I’m logging both ACTL and Filters. In the log when this filter is
  complete there is the message “End of filter processing (phase 1) –
  Operation Create on (form name) -NULL  “

  I’ve been looking at the filter processing for the email message
  creation which uses this type of Replace() action. I’ve logged that
  process but I can’t see what actually ‘seeds’ the value in the target
  field. There is no ‘commit changes’ in filter processing as in ACTL.
  I’ve read and re-read the Workflow manual about filter phasing but I
  am obviously missing the fix for this.

  Can anyone direct me to what I should read/understand next in order to
  get this working?

  This may be a very simple replace function, but it is a test of
  something larger that will aggregate values of multiple fields into
  one text field with other wording and formatting.

  Thanks,
  Christine

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Re: Does an SRD affect a fields' default value?

2010-10-06 Thread Christine
Mahesh,

I tracked down Dialog Mode in the Workflow manual. This is now
working. Thanks a buch!

Christine

On Oct 5, 4:53 pm, Mahesh mchand...@gmail.com wrote:
 Okay. The AIF opens in a dialog mode and you will have to use an Active Link
 to set the value.

 Thanks
 Mahesh

 On Tue, Oct 5, 2010 at 10:11 AM, Christine 
 christineperryi...@yahoo.comwrote:





  Thanks Mahesh,

  This is an advanced interface form I've created. I'll take a look at
  the other 'Open Windows' actions that were copied over when I copied
  this form from the OOB base form. Now that I have a clue of where to
  look I'm sure I'll find it.

  Thanks again,
  Christine

  On Oct 4, 5:19 pm, Mahesh mchand...@gmail.com wrote:
   Looks like the field mapping on  Open Window action is missing. Is this
  an
   Out of the Box form ?

   Thanks
   Mahesh

   On Mon, Oct 4, 2010 at 3:54 PM, Christine christineperryi...@yahoo.com
  wrote:

I have set a fields’ default value on a form. When I open the form
from the Objects List, the default value is as defined in the form.
When I open the form using the Service Request Console and the link as
defined by the SRD, the field value is then empty. I ran an ACTL and
Filter log and nothing in the log is clearing this field.

Do I need to define this in the AOT or PDT? If so, does anyone know
where?

ARS 7.1, patch 002; SRM 2.2 patch 004; Inc Mgmt 7.0.03 patch 007

Thanks,
Christine

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Re: Does an SRD affect a fields' default value?

2010-10-05 Thread Christine
Thanks Mahesh,

This is an advanced interface form I've created. I'll take a look at
the other 'Open Windows' actions that were copied over when I copied
this form from the OOB base form. Now that I have a clue of where to
look I'm sure I'll find it.

Thanks again,
Christine

On Oct 4, 5:19 pm, Mahesh mchand...@gmail.com wrote:
 Looks like the field mapping on  Open Window action is missing. Is this an
 Out of the Box form ?

 Thanks
 Mahesh

 On Mon, Oct 4, 2010 at 3:54 PM, Christine christineperryi...@yahoo.comwrote:





  I have set a fields’ default value on a form. When I open the form
  from the Objects List, the default value is as defined in the form.
  When I open the form using the Service Request Console and the link as
  defined by the SRD, the field value is then empty. I ran an ACTL and
  Filter log and nothing in the log is clearing this field.

  Do I need to define this in the AOT or PDT? If so, does anyone know
  where?

  ARS 7.1, patch 002; SRM 2.2 patch 004; Inc Mgmt 7.0.03 patch 007

  Thanks,
  Christine

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Does an SRD affect a fields' default value?

2010-10-04 Thread Christine
I have set a fields’ default value on a form. When I open the form
from the Objects List, the default value is as defined in the form.
When I open the form using the Service Request Console and the link as
defined by the SRD, the field value is then empty. I ran an ACTL and
Filter log and nothing in the log is clearing this field.

Do I need to define this in the AOT or PDT? If so, does anyone know
where?

ARS 7.1, patch 002; SRM 2.2 patch 004; Inc Mgmt 7.0.03 patch 007

Thanks,
Christine

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Re: Remedy Support Vendors

2010-09-03 Thread Christine
I don't know if they still do Remedy support or not but we used IBM
for a while. I thought they were great, but I didn't know a lot (still
learning). They were patient and explained the background to all the
fixes. They really dug into stuff that I didn't expect them to. They
also introduced me to a several troubleshooting tools. For the level I
was at, it was almost like a troubleshooting training class for every
issue. I didn't submit things willy-nilly; I did my own research and
testing and multiple attempts at fixes before contacting them. Maybe
that is why they were willing to give so much time They were never
exasperated with my lack of knowledge.

The reason I was so surprised by their effort - the previous year we
used a different company and the answer for almost anything, even
using the OOB config tools, was 'that isn't the typical install, we
don't support it'. That company is no longer in business of any kind.



On Sep 3, 6:39 am, Stephen Heider arsshei...@gmail.com wrote:
 Hey List,

 Can you recommend a Remedy support vendor?  I am looking for a vendor that
 has resolved issues which are not simple.

 Thanks.

 --
 Stephen
 Remedy Skilled Professional

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Re: Service Request is stuck

2010-09-03 Thread Christine
When I ran into this I didn't have a correct assignment setup for the
Op Cats given in the Service Request. You have to have an assignment
record for the SR and for the INC (General Event in the assignment
config). The sort order also made a difference. We have our SR
assignments at sort order 0 and teh General Event assignments at sort
order 1.

Word of caution - I've never been to class, this is just what I
finally found that was incorrect in my setup.

Christine

On Sep 2, 12:19 pm, Larry Barnes larry.bar...@thecreek.com wrote:
 I'm running Service Request 2.2.00 patch 003 and ARS 7.5.00 patch 006 in
 a development environment.  I can create REQ tickets but they are not
 creating the INC ticket.  This particular template I'm using does not
 require an approval.  When I look at the REQ ticket in the Service
 Requests form I do not see any errors so I'm wondering why the INC
 ticket is not being created.
 Has anyone seen this before and if so how did you resolve it.

 Thanks for your time,

 Larry B.

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Re: Data transfer between Incident and Service Request.

2010-08-30 Thread Christine
Larry - The INC creates the SR and the OOB methodology is pushing data
from the INC - SR and back to INC. I want to add more data push on
the SR - INC section and am having a hard time figuring out how this
is done.

On Aug 27, 8:46 am, Roger Justice rjust2...@aol.com wrote:
 On the Incident Rules form have you get Create Service Request checked yes?



 -Original Message-
 From: Christine christineperryi...@yahoo.com
 To: arslist arsl...@arslist.org
 Sent: Fri, Aug 27, 2010 11:42 am
 Subject: Data transfer between Incident and Service Request.

 We have both Incident 7.0.03 and SRM 2.2. When a Service Request
 reates an Incident the SR InstanceID field is pushed to the Incident
 RInstanceID field. However, when the helpdesk creates an Incident the
 ubsequent SR InstanceID is not pushed back to the INC, although other
 nformation is, such as the AppRequestID (i.e.: REQ9371).  So
  know information comes back to the INC.
 Based on this occasionally common InstanceID data I can push the
 esolution from the INC to the SR. I want to push the resolution from
 he INC to the related SR. I know I can do this when the Incident is
 esolve based on the SR Request Number. I want to understand how the
 emedy OOB code sends data from the SR back to the originating
 ncident during the creation process.  This is now ‘understanding
 hallenge’ for me.
 I logged the workflow for ACTL and Filter when submitting an INC and
 he subsequent SR creation. I see where the filter
 RM:REQ:OnSubmit_IncidentRequestType_FromIM`! pushes the AppReqestID
 nd the SRInstanceID to the SRM:AppInstanceBridge from. The
 ppRequestID (i.e.: REQ….) is later pushed to the originating
 ncident. However, the SRInstanceID data does not subsequently get
 ushed to the originating Incident.
 In a series of filters called in a looping routine, various
 nformation is pushed to the CAI:EventParams form. One piece of info
 hat is included in this looping to the CAI:EventParams form is the
 ppReqestID (REQ000..) number. Is the CAI:EventParams form the key to
 etting the Service Request InstanceID to the INC SRInstanceID?
 After that, I can’t see how the data is moving from the
 AI:EventParams form to the INC form. Do the entries on this form get
 valuated and then pushed to a designated form based on a field value
 n the form? If so, I can examine the various filters that are called
 n this particular process and create a new one based on those
 xamples.
 I know this is rather vague and more of a learning request than a
 roke-fix request. If it is inappropriate to ask here just say so.
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Data transfer between Incident and Service Request.

2010-08-27 Thread Christine
We have both Incident 7.0.03 and SRM 2.2. When a Service Request
creates an Incident the SR InstanceID field is pushed to the Incident
SRInstanceID field. However, when the helpdesk creates an Incident the
subsequent SR InstanceID is not pushed back to the INC, although other
information is, such as the AppRequestID (i.e.: REQ9371).  So
I know information comes back to the INC.

Based on this occasionally common InstanceID data I can push the
resolution from the INC to the SR. I want to push the resolution from
the INC to the related SR. I know I can do this when the Incident is
Resolve based on the SR Request Number. I want to understand how the
Remedy OOB code sends data from the SR back to the originating
Incident during the creation process.  This is now ‘understanding
challenge’ for me.

I logged the workflow for ACTL and Filter when submitting an INC and
the subsequent SR creation. I see where the filter
SRM:REQ:OnSubmit_IncidentRequestType_FromIM`! pushes the AppReqestID
and the SRInstanceID to the SRM:AppInstanceBridge from. The
AppRequestID (i.e.: REQ….) is later pushed to the originating
Incident. However, the SRInstanceID data does not subsequently get
pushed to the originating Incident.

In a series of filters called in a looping routine, various
information is pushed to the CAI:EventParams form. One piece of info
that is included in this looping to the CAI:EventParams form is the
AppReqestID (REQ000..) number. Is the CAI:EventParams form the key to
getting the Service Request InstanceID to the INC SRInstanceID?

After that, I can’t see how the data is moving from the
CAI:EventParams form to the INC form. Do the entries on this form get
evaluated and then pushed to a designated form based on a field value
on the form? If so, I can examine the various filters that are called
in this particular process and create a new one based on those
examples.

I know this is rather vague and more of a learning request than a
broke-fix request. If it is inappropriate to ask here just say so.

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Re: LDAP error

2010-08-27 Thread Christine
You need to restart the plugin service.

On Aug 27, 8:56 am, Larry Barnes larry.bar...@thecreek.com wrote:
 I'm having trouble pulling data from Active Directory into the people
 form in Remedy.  I get the following error message. Cannot connect to
 the directory service : Can't connect to the LDAP server (LDAPERR 91)
 (ARERR 3375)

 I've looked on the BMC community page and found 1 article where a user
 needed to update the Base DN For Discovery field.  Sine this field was
 blank on my end I updated it and saved the form.

 Do I need to bounce the server for this to take place?

 Is there something else I'm missing?  

 Btw: I have all the other info in this form.

 Thanks for your time,

 L. Barnes

 
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Re: Service Request Management Portal best practices-disabling Add to cart Button

2010-08-26 Thread Christine
Matt - Thank you for posting these very thorough instructions. This
worked like a charm! I'm still on SRM 2.2 and an upgrade is nowhere in
sight. This will prevent many misunderstandings with our users.

Christine

On Aug 17, 1:26 pm, Matthew Perrault matthew.perra...@genmills.com
wrote:
 We had the same problems with the Add ToCartfunctionality.
 Here's what we did to disable it:
 1) Go to the Data Visualization Module form in Remedy.
 2) Take the SRMSServiceRequestBrowser.jar file and save it to disk
 3) Save a backup copy of it
 4) Open it with Win Zip
 5) Locate the files: Buttons.st and list-services.st
 6) extract them to your desktop
 7) in the folder that is created (resources\templates\)
 You will see 2 folders: list-services and questions
 8) go into the folder list-services,
 9) open the list-services.st file with notepad or word-pad
 10) towards the bottom find the line: libutton 
 class=serviceAddToCartAction srdId=$it.id$.
 11) change it to: libutton class=serviceAddToCartAction srdId=$it.id$ 
 disabled=true onclick=handleAddToCartEvent(event);DISABLED/button/li
 *note the disabled=true addition
 12) Save the file
 13) Open the file: buttons.st in the resources\templates\questions\ folder
 14) find the lines:
 $if(draft)$
         td align=rightinput id=addtocart_button 
 value=$addToCartLabel$ type=button  class=submitbuttons
 $else$
         td align=rightinput id=addtocart_button 
 value=$addToCartLabel$ type=button  class=submitbuttons

 15) Change it to the following:
                 $if(draft)$
                         td align=rightinput id=addtocart_button 
 value=$addToCartLabel$ type=button  class=submitbuttons disabled=true 
 onClick=javascript:none();//td
                 $else$
                         td align=rightinput id=addtocart_button 
 value=$addToCartLabel$ type=button  class=submitbuttons disabled=true 
 onClick=javascript:none();//td

 16) Save the File
 17) Re-Import the modified files with the path structure 
 (\resources\templates\list-services and \resources\templates\questions\
 otherwise the SRM Portal will error when it is opened.
 18) save the JAR file
 19) remove the old SRMSServiceRequestBrowser.jar file from the Data 
 Visualization Module record
 20) re-add the modified SRMSServiceRequestBrowser.jar file to the Data 
 Visualization Module record.
 21) Open the SRS:ServiceRequestConsole form in the Admin Tool
 22) find and disable all the Add ToCartbuttons on that form
 23) Clear the Cache on the Mid-Tier including the Plugin-Cache
 24) restart the Mid-Tier

 At that point you should see the Buttons show up turned off, with the Label 
 Disabled

 The tricky piece is getting the files replaced with the correct path back 
 into the JAR file.
 That where we ran into issues.
 I would recommend doing it on Dev first to get the bugs figured out.

 HTH.
 Matt P.

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Re: Service Request Management Portal best practices-disabling Add to cart Button

2010-08-17 Thread Christine
Thanks much Matt! I'm definitely going to test this in my dev
environment. The add-to-cart button causes us many headaches.

On Aug 17, 1:26 pm, Matthew Perrault matthew.perra...@genmills.com
wrote:
 We had the same problems with the Add To Cart functionality.
 Here's what we did to disable it:
 1) Go to the Data Visualization Module form in Remedy.
 2) Take the SRMSServiceRequestBrowser.jar file and save it to disk
 3) Save a backup copy of it
 4) Open it with Win Zip
 5) Locate the files: Buttons.st and list-services.st
 6) extract them to your desktop
 7) in the folder that is created (resources\templates\)
 You will see 2 folders: list-services and questions
 8) go into the folder list-services,
 9) open the list-services.st file with notepad or word-pad
 10) towards the bottom find the line: libutton 
 class=serviceAddToCartAction srdId=$it.id$.
 11) change it to: libutton class=serviceAddToCartAction srdId=$it.id$ 
 disabled=true onclick=handleAddToCartEvent(event);DISABLED/button/li
 *note the disabled=true addition
 12) Save the file
 13) Open the file: buttons.st in the resources\templates\questions\ folder
 14) find the lines:
 $if(draft)$
         td align=rightinput id=addtocart_button 
 value=$addToCartLabel$ type=button  class=submitbuttons
 $else$
         td align=rightinput id=addtocart_button 
 value=$addToCartLabel$ type=button  class=submitbuttons

 15) Change it to the following:
                 $if(draft)$
                         td align=rightinput id=addtocart_button 
 value=$addToCartLabel$ type=button  class=submitbuttons disabled=true 
 onClick=javascript:none();//td
                 $else$
                         td align=rightinput id=addtocart_button 
 value=$addToCartLabel$ type=button  class=submitbuttons disabled=true 
 onClick=javascript:none();//td

 16) Save the File
 17) Re-Import the modified files with the path structure 
 (\resources\templates\list-services and \resources\templates\questions\
 otherwise the SRM Portal will error when it is opened.
 18) save the JAR file
 19) remove the old SRMSServiceRequestBrowser.jar file from the Data 
 Visualization Module record
 20) re-add the modified SRMSServiceRequestBrowser.jar file to the Data 
 Visualization Module record.
 21) Open the SRS:ServiceRequestConsole form in the Admin Tool
 22) find and disable all the Add To Cart buttons on that form
 23) Clear the Cache on the Mid-Tier including the Plugin-Cache
 24) restart the Mid-Tier

 At that point you should see the Buttons show up turned off, with the Label 
 Disabled

 The tricky piece is getting the files replaced with the correct path back 
 into the JAR file.
 That where we ran into issues.
 I would recommend doing it on Dev first to get the bugs figured out.

 HTH.
 Matt P.

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Re: Attachment works in WUT but not in Web Client

2010-07-22 Thread Christine
Thank you Joe and LJ,

I made a copy of the ACTL SRS:SRC:AddAttachment which is called from
the 'Add Attachment' button on the SRS:ServiceRequestConsole form.
This original ACTL of SRS:SRC:AddAttachment works on both WUT and Web
client on a Service Request which is based on a 'mapped' SRD option. I
updated the copied ACTL to address the form I created and the new
button.

Looking further through the logs it looks like I did not do enough
follow up. I need to research some current ACTL Guides, copy/update as
needed. There is a ACTL SRS:SRC:DVFEventTrapAndProcess that I think is
the next one to examine.

I think I will test this just by adding the form I created to the ACTL
and guides. If that works then I 'll make the copies, point those to
my form and remove the new form from the original ACTL and guides.
That way, if there is an upgrade in the future any replacement OOB
ACTL and guides won't overwrite the connection to my form.

Thanks to both of you for the informative conversation. I keep reading
the manuals but obviously haven't caught everything the first, second
or third time around.



On Jul 21, 7:03 pm, Joe DeSouza joe_rem...@yahoo.com wrote:
 Christine,

 If you are using the active link action perform-action-add-attachment, it is 
 not
 compatible in the mid-tier. Refer to the work-flow guide where the 
 compatibility
 of all such actions is listed on a matrix and this action is good only for the
 user tool.

 Might (hopefully) work with a future release of the mid-tier as the user tool 
 is
 scheduled to be deprecated..

 Joe

 
 From: Christine christineperryi...@yahoo.com
 To: arsl...@arslist.org
 Sent: Wed, July 21, 2010 7:26:20 PM
 Subject: Attachment works in WUT but not in Web Client

 Thanks to much assistance from people on this board I am close to replacing an
 old app with a single Advance Interface Form. I have minimum workflow going -
 warning messages, displaying/hiding/lockdown fields when needed. Ok.. so it
 isn't much but I'm not a developer.

 When I test adding an attachment via the WUT the attachment is added without
 problem. However, when I use the web client and test an attachment the
 attachment fails. I can add an attachment post-creation when on the
 ServiceRequestConsole form and choosing the 'Add' button in the Activity Log
 area. This two-step process wouldn not be very clean for the users when
 submitting requests.

 If the Button/ACTL I use to add the attachment is working on the WUT do I need
 to set a parameter for this to work with the web client? Or am I better off
 looking at the logs of the Activity Log area 'Add' button and tracking down 
 what
 I need to do that way? Or... Undoubtedly I am missing something in the list of
 options.

 Here is my setup:
 ARS 7.1.00, Patch 002
 SRM; 2.2, Patch 004

 Thanks much,
 Christine

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Re: Attachment works in WUT but not in Web Client

2010-07-22 Thread Christine
Thanks LJ - I learn alot from the conversations on this board. I
replied earlier to Joe about what I think my next step should be.

On Jul 22, 8:10 am, LJ LongWing lj.longw...@gmail.com wrote:
 Agreed, you can’t automatically add a file, it will prompt you for the file 
 to add….but to say that the function ‘it is not compatible in the mid-tier’ 
 is to say in my mind that you can’t add attachments with that function on mid 
 tier….which you can…..just not automatically selecting.

 From: Action Request System discussion list(ARSList) 
 [mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza
 Sent: Thursday, July 22, 2010 8:57 AM
 To: arsl...@arslist.org
 Subject: Re: Attachment works in WUT but not in Web Client

 **

 What version? It only partially works on the web. Opens a browser but it 
 doesn't automatically pick the file. Even the documentation including the 
 online client tool help, it says it is not supposed to work on the web as it 
 does on the WUT..

 QUOTE

 The file name is optional. If omitted, a Browse dialog box is displayed to 
 allow you to select a file name. (If viewed in a web browser, a Browse dialog 
 box is always displayed.)

 UNQUOTE

 Joe

   _  

 From: LJ LongWing lj.longw...@gmail.com
 To: arsl...@arslist.org
 Sent: Thu, July 22, 2010 9:47:15 AM
 Subject: Re: Attachment works in WUT but not in Web Client

 **

 Joe,

 I remember having a discussion on the list about that and Mid Tier….I use it 
 in my web implementation and it works just fine.

 From: Action Request System discussion list(ARSList) 
 [mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza
 Sent: Wednesday, July 21, 2010 8:04 PM
 To: arsl...@arslist.org
 Subject: Re: Attachment works in WUT but not in Web Client

 **

 Christine,

 If you are using the active link action perform-action-add-attachment, it is 
 not compatible in the mid-tier. Refer to the work-flow guide where the 
 compatibility of all such actions is listed on a matrix and this action is 
 good only for the user tool.

 Might (hopefully) work with a future release of the mid-tier as the user tool 
 is scheduled to be deprecated..

 Joe

   _  

 From: Christine christineperryi...@yahoo.com
 To: arsl...@arslist.org
 Sent: Wed, July 21, 2010 7:26:20 PM
 Subject: Attachment works in WUT but not in Web Client

 Thanks to much assistance from people on this board I am close to replacing 
 an old app with a single Advance Interface Form. I have minimum workflow 
 going - warning messages, displaying/hiding/lockdown fields when needed. Ok.. 
 so it isn't much but I'm not a developer.

 When I test adding an attachment via the WUT the attachment is added without 
 problem. However, when I use the web client and test an attachment the 
 attachment fails. I can add an attachment post-creation when on the 
 ServiceRequestConsole form and choosing the 'Add' button in the Activity Log 
 area. This two-step process wouldn not be very clean for the users when 
 submitting requests.

 If the Button/ACTL I use to add the attachment is working on the WUT do I 
 need to set a parameter for this to work with the web client? Or am I better 
 off looking at the logs of the Activity Log area 'Add' button and tracking 
 down what I need to do that way? Or... Undoubtedly I am missing something in 
 the list of options.

 Here is my setup:
 ARS 7.1.00, Patch 002
 SRM; 2.2, Patch 004

 Thanks much,
 Christine

 _attend WWRUG10www.wwrug.comARSlist: Where the Answers Are_

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Re: SRM issue

2010-07-22 Thread Christine
Prasanth,

I've had this happen in the past and it took me a bit to find the fix
for our environment. Below is how I have our environment working. I
should say I have this working without official training or much
Remedy experience. There may be a better way to do this.

The SRD has Nav Cats 1, 2 and 3.
The same Cats have to exist and be enabled on the Operational Company
Relationship form
On the Assignment Configuration form there needs to be a record where
the Op Cat fields match the Cat fields on the SRD and the Operational
Company Relationship record.

Actually, I have two records for the Op Cats in the Assignment form.
One is for categorization on the SR. This record has the Event defined
as Service Request Assignee with a Sort Order of 0.

The second Assignment record is to create the INC and the Event is
defined as -General- with a Sort Order of 1.

On both Assignment records I have only the Company defined in the
Contact (Order 1) and Location (Order 2) sections. In the Product Cat
(Order 4) Section I have all those fields empty. (I credit our IBM
support at the time for helping me with the Sort Order and how it
affected assignment)

I hope this helps. We experienced this on INC and CHG (Don't use WO)
and the above fixed the issue for us.

 - Christine

On Jul 22, 9:26 am, Prasanth Prabhakaran (UST, IND)
prasanth.prabhaka...@ust-global.com wrote:
 Hi,

    We are facing a strange issue with SRM, sometimes INC and WO are not
 creating and sometime WO is creating but INC is not. Anybody know what
 is the reason ?

 Thanks and Regards,

 Prasanth.p

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Attachment works in WUT but not in Web Client

2010-07-21 Thread Christine
Thanks to much assistance from people on this board I am close to
replacing an old app with a single Advance Interface Form. I have
minimum workflow going - warning messages, displaying/hiding/lockdown
fields when needed. Ok.. so it isn't much but I'm not a developer.

When I test adding an attachment via the WUT the attachment is added
without problem. However, when I use the web client and test an
attachment the attachment fails. I can add an attachment post-creation
when on the ServiceRequestConsole form and choosing the 'Add' button
in the Activity Log area. This two-step process wouldn not be very
clean for the users when submitting requests.

If the Button/ACTL I use to add the attachment is working on the WUT
do I need to set a parameter for this to work with the web client? Or
am I better off looking at the logs of the Activity Log area 'Add'
button and tracking down what I need to do that way? Or... Undoubtedly
I am missing something in the list of options.

Here is my setup:
ARS 7.1.00, Patch 002
SRM; 2.2, Patch 004

Thanks much,
Christine

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Re: CAI:AppRegistry available entries in ACTL for TMS:Task form

2010-06-21 Thread Christine
Mahesh,

Thanks a bunch! I had copied the fields and created the filter
previously. I see where I went wrong - I was only looking at how the
Change filter handled this and needed to expand my search. I thought I
was stuck using the AppInterfaceForm and AppServer designations as
done in the filter addressing the Change form. Your reference to the
WOI filter showed a different way of doing this. I get stuck going
down one road and don't back up often enough.

Thanks again. This tidbit makes possible a big difference in the
presentation of SR's to users and ease the backend working on the
support staff.
Christine



On Jun 18, 3:25 pm, Mahesh mchand...@gmail.com wrote:
 Assuming that you are trying to open SRS:RequestDetails from Task which is
 created from a parent application (Incident/ Change/ Work Order)) that is
 generated from a Service Request, here are some steps.

 1.     Copy the fields SRID (301572100) and
 z3Btn_ViewRequestDetails(301707000) from WOI:WorkOrder to TMS:Task

 (If I am creating new fields, first thing I would do is find out if there is
 a similar field available on any of the OOB forms and if “Yes”, I would copy
 and use them)

 2.     Create a filter on TMS:Task to set SRID. This filter will have a
 set fields action that will populate the SRID from the parent application
 (Incident/Change/Work Order) by looking up the value in
 RootRequestFormName.

 You can achieve this using Set Fields advanced function in pre ARS 7.1 and
 on ARS 7.5 it is Set fields through “Sample Data”

 3.      Copy the active link “WOI:WOI:ViewSRDetails_100_OpenDialog” to
 “TMS:TAS:ViewSRDetails_100_OpenDialog-XXX”.

 4.     Attach the “TMS:Task” form to the forms list in the above active link

 5.     Remove “WOI:WorkOrder” from the forms list in the above active link.

 6.     Login to Remedy User Tool à Open a Change Request à View Task à Click
 “View Request Details”.  Request Details will be displayed which will also
 have a button “More Details” to open the Advanced Interface Form.

 Let me know how it goes.

 Mahesh

 If you are trying to open SRS:RequestDetails, it should be fairly simple.

 1.
 On Fri, Jun 18, 2010 at 1:35 PM, Christine 
 christineperryi...@yahoo.comwrote:





  Hi Mahesh. You've helped me in the past. Thanks for replying again.

  I am trying to open the SRS:RequestDetails table from the TMS:Task
  form.

  You've helped me with using a non-mapped AIF form for SRM. That form
  now has many, many check box fields. The SR creates a change, our help
  desk creates tasks on that change. Now I want to be able to see the SR
  from the tasks.

  I know we still have to click on 'more details' once the
  SRS:RequestDetails form is opened. But I have used quite a few mapped
  SRDs so this first step is most appropriate for us.

  I think I see what you mean about populating the values straight onto
  the TMS:Task form. But for my level of knowledge I think getting the
  link to work is (hopefully) easier than converting the check box
  values to readable data on the TMS:Task form.

  Thanks,
  Christine

  On Jun 18, 9:13 am, Mahesh mchand...@gmail.com wrote:
   Are you trying to open SRM:Request or SRS:RequestDetails. Either way,
  I
   would use work-flow to populate the values straight on the TMS:Task and
  do
   not worry about customizing Interface or any other forms.

   Thanks
   Mahesh

   On Thu, Jun 17, 2010 at 12:36 PM, Christine 
  christineperryi...@yahoo.comwrote:

I have SR’s that create Changes and then we add tasks to the Change.
Viewing the SR from the Change is OOB; now we want to view it from the
Task.

I have the looked at the View Service Request button on the Change
form. The ACTL activated by this button is ACTL
INT:CHGSRS:CRQ:ViewSRDetails_ and uses the fields
SRSMRegistryInstanceID and SRID. I have copied these fields to the
Task form and the fields are updating with the correct values (same
values as the entries on the parent Change record). I think I need to
copy these fields and values to the TMS:TaskInterface form as well;
that will be done.

I’ve copied the ACTL INT:CHGSRS:CRQ:ViewSRDetails_OpenDialog to a new
ACTL called INT:TMS:VewiSRDetails_OpenDialog. I am specifying the
TMS:Task form to use with the new ACTL.

On the original ACTL there is a Set Fields action where it reads
values from the CAI:AppRegistry form. The fields set are
AppInterfaceForm (value “SRS:RequestDetails”) and AppInstanceServer
(value $Server$). On the new ACTL, referencing the TMS:Task form these
options of AppinterfaceForm and AppInstanceServer are not on the drop
down list.

I have made an entry in the CAI Application Registry form for BMC
Remedy Task Management for Instance Form = TMS:Task and Interface Form
= TMS:TaskInterface based on the BMC Remedy Change Management entry.

What should I do in order to be able to have available the entries of
AppInterfaceForm

Re: CAI:AppRegistry available entries in ACTL for TMS:Task form

2010-06-18 Thread Christine
Hi Mahesh. You've helped me in the past. Thanks for replying again.

I am trying to open the SRS:RequestDetails table from the TMS:Task
form.

You've helped me with using a non-mapped AIF form for SRM. That form
now has many, many check box fields. The SR creates a change, our help
desk creates tasks on that change. Now I want to be able to see the SR
from the tasks.

I know we still have to click on 'more details' once the
SRS:RequestDetails form is opened. But I have used quite a few mapped
SRDs so this first step is most appropriate for us.

I think I see what you mean about populating the values straight onto
the TMS:Task form. But for my level of knowledge I think getting the
link to work is (hopefully) easier than converting the check box
values to readable data on the TMS:Task form.

Thanks,
Christine

On Jun 18, 9:13 am, Mahesh mchand...@gmail.com wrote:
 Are you trying to open SRM:Request or SRS:RequestDetails. Either way, I
 would use work-flow to populate the values straight on the TMS:Task and do
 not worry about customizing Interface or any other forms.

 Thanks
 Mahesh

 On Thu, Jun 17, 2010 at 12:36 PM, Christine 
 christineperryi...@yahoo.comwrote:





  I have SR’s that create Changes and then we add tasks to the Change.
  Viewing the SR from the Change is OOB; now we want to view it from the
  Task.

  I have the looked at the View Service Request button on the Change
  form. The ACTL activated by this button is ACTL
  INT:CHGSRS:CRQ:ViewSRDetails_ and uses the fields
  SRSMRegistryInstanceID and SRID. I have copied these fields to the
  Task form and the fields are updating with the correct values (same
  values as the entries on the parent Change record). I think I need to
  copy these fields and values to the TMS:TaskInterface form as well;
  that will be done.

  I’ve copied the ACTL INT:CHGSRS:CRQ:ViewSRDetails_OpenDialog to a new
  ACTL called INT:TMS:VewiSRDetails_OpenDialog. I am specifying the
  TMS:Task form to use with the new ACTL.

  On the original ACTL there is a Set Fields action where it reads
  values from the CAI:AppRegistry form. The fields set are
  AppInterfaceForm (value “SRS:RequestDetails”) and AppInstanceServer
  (value $Server$). On the new ACTL, referencing the TMS:Task form these
  options of AppinterfaceForm and AppInstanceServer are not on the drop
  down list.

  I have made an entry in the CAI Application Registry form for BMC
  Remedy Task Management for Instance Form = TMS:Task and Interface Form
  = TMS:TaskInterface based on the BMC Remedy Change Management entry.

  What should I do in order to be able to have available the entries of
  AppInterfaceForm and AppInstanceServer from the CAI:AppRegistry form
  in an ACTL when the base form is TMS:Task?

  Thanks much,
  Christine

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CAI:AppRegistry available entries in ACTL for TMS:Task form

2010-06-17 Thread Christine
I have SR’s that create Changes and then we add tasks to the Change.
Viewing the SR from the Change is OOB; now we want to view it from the
Task.

I have the looked at the View Service Request button on the Change
form. The ACTL activated by this button is ACTL
INT:CHGSRS:CRQ:ViewSRDetails_ and uses the fields
SRSMRegistryInstanceID and SRID. I have copied these fields to the
Task form and the fields are updating with the correct values (same
values as the entries on the parent Change record). I think I need to
copy these fields and values to the TMS:TaskInterface form as well;
that will be done.

I’ve copied the ACTL INT:CHGSRS:CRQ:ViewSRDetails_OpenDialog to a new
ACTL called INT:TMS:VewiSRDetails_OpenDialog. I am specifying the
TMS:Task form to use with the new ACTL.

On the original ACTL there is a Set Fields action where it reads
values from the CAI:AppRegistry form. The fields set are
AppInterfaceForm (value “SRS:RequestDetails”) and AppInstanceServer
(value $Server$). On the new ACTL, referencing the TMS:Task form these
options of AppinterfaceForm and AppInstanceServer are not on the drop
down list.

I have made an entry in the CAI Application Registry form for BMC
Remedy Task Management for Instance Form = TMS:Task and Interface Form
= TMS:TaskInterface based on the BMC Remedy Change Management entry.

What should I do in order to be able to have available the entries of
AppInterfaceForm and AppInstanceServer from the CAI:AppRegistry form
in an ACTL when the base form is TMS:Task?

Thanks much,
Christine

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Re: {Remedy ARS} Re: Mulitple Check boxes on Advance Interface Forms

2010-05-11 Thread Christine
Roger - No training at this company; an ugly reality. Upgrading might
be possible but I just installed SRM 2.2 a few months ago. I haven't
read the SRM 7.6 docs to see if something like this would be much
easier at that point.

I knew I was looking at a ton of Active Links. Thanks for the
suggestion about just putting the fields on the Change form. From the
multiple suggestions here I can tell I have some more thinking to do
about this before jumping in whole hog.

As for your next post of I assume you would have it open the related
Service Request that could be related to multiple Changes. - My goal
is to have one SR that relates to one Change. Perhaps my lack of
Remedy development understanding is making me think this result is
easier said than done. The work on the Change would be done by one
person, not multiple people. Which is why I am hoping to get by with
one Change.

Thanks,
Christine

On May 10, 2:27 pm, Roger Justice rjust2...@aol.com wrote:
 My first question is Have you been to SRM training? my second question is 
 Can you upgrade to SRM 7.6? You will either need to make these character 
 fields with multi pick menus or create a lot of Active Links that will change 
 the check box into a character field that will be pushed to 
 CHG:Infrastructure Change. You would also need to create multiple changes 
 with the appropriate details. If you are going to add 140 check boxes to the 
 CHG:Infrastructure Change form then you can pass the details without having 
 to use character fields.



 -Original Message-
 From: Christine christineperryi...@yahoo.com
 To: arsl...@arslist.org
 Sent: Mon, May 10, 2010 5:14 pm
 Subject: Mulitple Check boxes on Advance Interface Forms

 Has anyone used an AIF to create a form with a long list of checkboxes
 hat indicate a users request for application access? I need to
 eplace a java web based form with an SRD. The web form is going away
 ecause of two companies merging; the web form is now considered by
 anagement something close to nuclear waste and it must be replaced.
 orks great, has for years, but needs to be gone.
 I have a basic AIF form (copy of the original) working at a very basic
 evel. I have values from the Mapped 10-27 and Mapped 28 – 47 tabs
 uccessfully being sent to just the Detailed Description (Notes) field
 n the HPD:Help Desk form. That isn’t a lot but at least the base
 rocess is working. From here, it gets a bit more complicated and I
 et lost.
 I need to create an AIF that would be a list of checkbox fields with
 itles such as ‘General Ledger’, ‘Accounts Payable’, ‘Order
 anagement’, ‘Inventory Control’ and ‘Work in Progress’. If a person
 hecked the boxes next to ‘Accounts Payable’ and ‘Inventory Control’ I
 eed to indicate this somehow in the HPD:Help Desk form.
 This being my first major foray into the AIF I’m wondering what is the
 est way to get the data to the HPD:HelpDesk form.
 My total list of checkboxes is somewhere around 140 (Placed in
 ections of course. It is going to be a lengthy listing of Oracle
 pplications Responsibilities). Does anyone know how to make such a
 engthy checkbox listing work? The SRM 2.2 Admin guide (Pg 341) says
 If an end user response requires a selection field those fields can
 e placed on the Your Fields tab, and additional workflow with an
 xecution order of zero can be created to set the field values on the
 apped tab to the value of those fields. This would be done with the
 idden fields that are not used to pose questions to the end user.
 his allows those data types to be mapped automatically using the pre-
 efined mapping”.
 What hidden fields? The ‘Mapped’ tab only has 9 fields and I don’t
 hink I can I add fields to the Mapped tab.
 One last question here – once the form is correct, how do I get the
 ields to appear as choices in the AOT ‘Add Target Data’ option?
 Any help would be greatly appreciated. Though I may need to read your
 esponse several times before understanding it since I’m much more of
  Remedy Admin than a developer.
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Re: {Remedy ARS} Re: Mulitple Check boxes on Advance Interface Forms

2010-05-11 Thread Christine
Thank you Mahesh. Can you clarify? Are you saying that you have
workflow on the Change form (in my case) that displays a button to
open the SR when the Change creation source is from the AIF? Sorry if
I'm a bit thick-headed here, I want to make certain I understand
correctly.

Last week I found the SYS:FormFieldSelection and was wondering if I
needed to touch this or not.

You may have just saved me a lot of work and a cleaner way to do
this.

Christine

On May 10, 2:46 pm, Mahesh mchand...@gmail.com wrote:
  Firstly, I never bother to map the data onto the back-end application form
 if the Request is generated using an Advanced Interface Form.

 All I do is display a button/hyperlink when the Change/Incident/Work Order/
 Release etc is created using Advanced Interface Form. The form is opened
 dynamically based on the Service Request Definition. For all other Standard
 Requests, we display the Request Details which already has all the
 information.

 Christine -Add Target Data is fetching information from SYS:Form Field
 Selection. I wouldn't recommend customizing or even worry about this for
 one Service Request Definition. Add as many fields as you want on the
 Advanced Interface Form and have work-flow to open that form directly from
 the back-end application.

 Thanks
 Mahesh





 On Mon, May 10, 2010 at 4:29 PM, Roger Justice rjust2...@aol.com wrote:
  ** I assume you would have it open the related Service Request that could
  be related to multiple Changes.

  -Original Message-
  From: Mahesh mchand...@gmail.com
  To: arsl...@arslist.org
  Sent: Mon, May 10, 2010 5:22 pm
  Subject: Re: Mulitple Check boxes on Advance Interface Forms

  ** Why not use Advanced Interface Form without backend mapping and have
  a button to open the form from the backend application (Incident/Work
  Order/Change/Release)

  This will even avoid duplication of data.

  Thanks
  Mahesh

  On Mon, May 10, 2010 at 4:14 PM, Christine 
  christineperryi...@yahoo.comwrote:

  Has anyone used an AIF to create a form with a long list of checkboxes
  that indicate a users request for application access? I need to
  replace a java web based form with an SRD. The web form is going away
  because of two companies merging; the web form is now considered by
  management something close to nuclear waste and it must be replaced.
  Works great, has for years, but needs to be gone.

  I have a basic AIF form (copy of the original) working at a very basic
  level. I have values from the Mapped 10-27 and Mapped 28 – 47 tabs
  successfully being sent to just the Detailed Description (Notes) field
  on the HPD:Help Desk form. That isn’t a lot but at least the base
  process is working. From here, it gets a bit more complicated and I
  get lost.

  I need to create an AIF that would be a list of checkbox fields with
  titles such as ‘General Ledger’, ‘Accounts Payable’, ‘Order
  Management’, ‘Inventory Control’ and ‘Work in Progress’. If a person
  checked the boxes next to ‘Accounts Payable’ and ‘Inventory Control’ I
  need to indicate this somehow in the HPD:Help Desk form.

  This being my first major foray into the AIF I’m wondering what is the
  best way to get the data to the HPD:HelpDesk form.

  My total list of checkboxes is somewhere around 140 (Placed in
  sections of course. It is going to be a lengthy listing of Oracle
  Applications Responsibilities). Does anyone know how to make such a
  lengthy checkbox listing work? The SRM 2.2 Admin guide (Pg 341) says
  “If an end user response requires a selection field those fields can
  be placed on the Your Fields tab, and additional workflow with an
  execution order of zero can be created to set the field values on the
  Mapped tab to the value of those fields. This would be done with the
  hidden fields that are not used to pose questions to the end user.
  This allows those data types to be mapped automatically using the pre-
  defined mapping”.

  What hidden fields? The ‘Mapped’ tab only has 9 fields and I don’t
  think I can I add fields to the Mapped tab.

  One last question here – once the form is correct, how do I get the
  fields to appear as choices in the AOT ‘Add Target Data’ option?

  Any help would be greatly appreciated. Though I may need to read your
  response several times before understanding it since I’m much more of
  a Remedy Admin than a developer.

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Mulitple Check boxes on Advance Interface Forms

2010-05-10 Thread Christine
Has anyone used an AIF to create a form with a long list of checkboxes
that indicate a users request for application access? I need to
replace a java web based form with an SRD. The web form is going away
because of two companies merging; the web form is now considered by
management something close to nuclear waste and it must be replaced.
Works great, has for years, but needs to be gone.

I have a basic AIF form (copy of the original) working at a very basic
level. I have values from the Mapped 10-27 and Mapped 28 – 47 tabs
successfully being sent to just the Detailed Description (Notes) field
on the HPD:Help Desk form. That isn’t a lot but at least the base
process is working. From here, it gets a bit more complicated and I
get lost.

I need to create an AIF that would be a list of checkbox fields with
titles such as ‘General Ledger’, ‘Accounts Payable’, ‘Order
Management’, ‘Inventory Control’ and ‘Work in Progress’. If a person
checked the boxes next to ‘Accounts Payable’ and ‘Inventory Control’ I
need to indicate this somehow in the HPD:Help Desk form.

This being my first major foray into the AIF I’m wondering what is the
best way to get the data to the HPD:HelpDesk form.

My total list of checkboxes is somewhere around 140 (Placed in
sections of course. It is going to be a lengthy listing of Oracle
Applications Responsibilities). Does anyone know how to make such a
lengthy checkbox listing work? The SRM 2.2 Admin guide (Pg 341) says
“If an end user response requires a selection field those fields can
be placed on the Your Fields tab, and additional workflow with an
execution order of zero can be created to set the field values on the
Mapped tab to the value of those fields. This would be done with the
hidden fields that are not used to pose questions to the end user.
This allows those data types to be mapped automatically using the pre-
defined mapping”.

What hidden fields? The ‘Mapped’ tab only has 9 fields and I don’t
think I can I add fields to the Mapped tab.

One last question here – once the form is correct, how do I get the
fields to appear as choices in the AOT ‘Add Target Data’ option?

Any help would be greatly appreciated. Though I may need to read your
response several times before understanding it since I’m much more of
a Remedy Admin than a developer.

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Re: Advance Interface Form - really basic question

2010-03-16 Thread Christine
Thanks Simon. I work for an extremely frugal company and the company
would much rather I just trudge through this than get any help that
costs real money.

On Mar 15, 3:16 am, Simon Urquhart surquh...@abydos-workflow.com
wrote:
 Hi Christine,

 Just noticed your entry on the ARSList about Advanced Interface Forms.

 You may want to consider Abydos Designer as an alternative since this
 provides all the functionality available in the AIF through a simple
 drag-and-drop process construction interface with pre-configured integration
 to SRM 2.2, 7.5 and 7.6. No need to create any PDTs , AOTs or Change
 templates, just create the processes you need with encapsulated data and map
 it onto your SRD.

 Please get in touch if you would like to find out more or you can visit our
 website athttp://www.abydos-workflow.com

 Kind regards,

 The Abydos Team.

 Tel:+44 (0)1582 400127
 US Freephone: 866-635-4358
 Fax: +44 (0)1582 450260
 Email: i...@abydos-workflow.com
 Web:http://www.abydos-workflow.com

 Abydos Analyser - the quickest way to analyse, document, edit and
 graphically present workflow rules within BMC Remedy applications.
 Abydos Designer - the fastest and most efficient way to design, deploy,
 track and maintain IT or other business processes within BMC Remedy
 applications. 

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Re: Advance Interface Form - really basic question

2010-03-15 Thread Christine
Thanks much! You confirmed what I thought was the correct action.

On Mar 12, 9:05 pm, Vinay Vermani vinay.verm...@gmail.com wrote:
 In that case you dont need to keep OOB workflow attached to your AIF as its
 duplicate.  Yes, disassociate the original Active Links from your AIF.(dont
 delete).

 Let me know, if answers your question

 - Vinay Vermani

 On Fri, Mar 12, 2010 at 2:41 PM, Christine 
 christineperryi...@yahoo.comwrote:





  Vinay,

  Thanks for your response. I had already done all the copies of forms,
  ALs, Filters and Guides. (The manual says to make copies of everything
  - forms, ALs, filters and guides that are associated with the original
  form.) My question is do I disassociate the original Active Links and
  keep only the copied forms related to the copied AL, Filters and
  Guides?

  For instance, the AL Guide of  SRS:ADN:SHR_CloseWindow_Javascript (the
  original) calls the AL of SRS:ADN:CloseWindow_Javascript. My AL Guide
  copy of (SRS:ADN:SHR_CloseWindow_Javascript_MyCopy) now has the ALs of
  SRS:ADN:CloseWindow_Javascript and the copy which is
  SRS:ADN:CloseWindow_Javascript_MyCopy. I would think that I woujld
  disassociate the original AL from
  SRS:ADN:SHR_CloseWindow_Javascript_MyCopy (which is my copy of the AL
  Guide)

  In addition, should the copied AL guide of
  SRS:ADN:SHR_CloseWindow_Javascript_MyCopy only be associated with the
  copied AIF form (SRS:AIF_WithBackendMapping_MyCopy) or should I keep
  the relations to the original forms
  (SRS:AdvancedInterface_WithBackendMapping and two other original AIF
  forms).

  Sorry to be so thick headed... just trying to avoid causing my own
  headaches.

  Christine

  On Mar 12, 9:40 am, Vinay Vermani vinay.verm...@gmail.com wrote:
   According to me, OOB worflow for AIF is shared workflow and you should
   attach them to the copied forms.

   E.g. To make a new AIF. I will open
  SRS:AdvancedInterface_WithBackendMapping
   and Save as SRS:AdvanceInterface_MyNewAIFName(to make a copy). Select all
   the Activelinks and Edit them to attach to SRS:AdvanceInterface_
   MyNewAIFName. I will do same for same for Filters and Activelink Guides.

   Do not ever delete original form and associated workflow

   I hope it answers your question.

   Vinay Vermani
   Sr. Application Developer
   BMC Software Inc

   On Fri, Mar 12, 2010 at 10:14 AM, Christine 
  christineperryi...@yahoo.comwrote:

I am testing the use of Advanced Interface forms. I’ve followed the
instructions in the SRM 2.2 Admin manual (appendix A) – copied the
form SRS:AdvancedInterface_WithBackend Mapping to a new form with a
naming convention for our use (pg 341). This is the only form I
copied. I then copied the workflow (pgs 343) associated and attached
workflow to new form (pg 344).

I have some questions about disassociating the original forms and
workflow from the copied forms. The manual doesn’t state outright that
I should (or should not):

1 – Disassociate the original forms from the copied and updated
workflow. In other words, should the Active Links, Filters and Guides
only be associated with the newly copied form.

2 – Remove the original Active Links from the copied and updated
Active Links. Currently the copied/updated Active Link Guides call
both the original ALs and the copied ALs.

As I am more of an  admin/troubleshooter than a developer I thought
I’d see if my gut-feeling to remove the original forms/workflow from
the copied forms/workflow was correct.

Thanks in advance
Christine

  ___­­
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attend wwrug10www.wwrug.comARSlist:Where the Answers Are

  ___­­
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Re: Advance Interface Form - really basic question

2010-03-15 Thread Christine
Anne - Perhaps in 7.6 but in the SRM 2.2 guides say to copy the
workflow. I'll go check bulletins and white papers. Thanks for heads
up on the possible change.

On Mar 15, 9:26 am, Brock, Anne anne_br...@bmc.com wrote:
 fyi, I believe the latest SRM manual says to add the AIF to the existing 
 workflow, rather than copying it a...



 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arsl...@arslist.org] On Behalf Of Christine
 Sent: Friday, March 12, 2010 12:41 PM
 To: arsl...@arslist.org
 Subject: Re: Advance Interface Form - really basic question

 Vinay,

 Thanks for your response. I had already done all the copies of forms,
 ALs, Filters and Guides. (The manual says to make copies of everything
 - forms, ALs, filters and guides that are associated with the original
 form.) My question is do I disassociate the original Active Links and
 keep only the copied forms related to the copied AL, Filters and
 Guides?

 For instance, the AL Guide of  SRS:ADN:SHR_CloseWindow_Javascript (the
 original) calls the AL of SRS:ADN:CloseWindow_Javascript. My AL Guide
 copy of (SRS:ADN:SHR_CloseWindow_Javascript_MyCopy) now has the ALs of
 SRS:ADN:CloseWindow_Javascript and the copy which is
 SRS:ADN:CloseWindow_Javascript_MyCopy. I would think that I woujld
 disassociate the original AL from
 SRS:ADN:SHR_CloseWindow_Javascript_MyCopy (which is my copy of the AL
 Guide)

 In addition, should the copied AL guide of
 SRS:ADN:SHR_CloseWindow_Javascript_MyCopy only be associated with the
 copied AIF form (SRS:AIF_WithBackendMapping_MyCopy) or should I keep
 the relations to the original forms
 (SRS:AdvancedInterface_WithBackendMapping and two other original AIF
 forms).

 Sorry to be so thick headed... just trying to avoid causing my own
 headaches.

 Christine

 On Mar 12, 9:40 am, Vinay Vermani vinay.verm...@gmail.com wrote:
  According to me, OOB worflow for AIF is shared workflow and you should
  attach them to the copied forms.

  E.g. To make a new AIF. I will open SRS:AdvancedInterface_WithBackendMapping
  and Save as SRS:AdvanceInterface_MyNewAIFName(to make a copy). Select all
  the Activelinks and Edit them to attach to SRS:AdvanceInterface_
  MyNewAIFName. I will do same for same for Filters and Activelink Guides.

  Do not ever delete original form and associated workflow

  I hope it answers your question.

  Vinay Vermani
  Sr. Application Developer
  BMC Software Inc

  On Fri, Mar 12, 2010 at 10:14 AM, Christine 
  christineperryi...@yahoo.comwrote:

   I am testing the use of Advanced Interface forms. I've followed the
   instructions in the SRM 2.2 Admin manual (appendix A) - copied the
   form SRS:AdvancedInterface_WithBackend Mapping to a new form with a
   naming convention for our use (pg 341). This is the only form I
   copied. I then copied the workflow (pgs 343) associated and attached
   workflow to new form (pg 344).

   I have some questions about disassociating the original forms and
   workflow from the copied forms. The manual doesn't state outright that
   I should (or should not):

   1 - Disassociate the original forms from the copied and updated
   workflow. In other words, should the Active Links, Filters and Guides
   only be associated with the newly copied form.

   2 - Remove the original Active Links from the copied and updated
   Active Links. Currently the copied/updated Active Link Guides call
   both the original ALs and the copied ALs.

   As I am more of an  admin/troubleshooter than a developer I thought
   I'd see if my gut-feeling to remove the original forms/workflow from
   the copied forms/workflow was correct.

   Thanks in advance
   Christine

   ___­­
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   attend wwrug10www.wwrug.comARSlist:Where the Answers Are

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  - Show quoted text -

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Re: Advance Interface Form - really basic question

2010-03-15 Thread Christine
Thanks...

On Mar 15, 1:19 pm, Brock, Anne anne_br...@bmc.com wrote:
 you're right, in 2.2 we said copy. Found the 7.6 change -

 check the 7.6 SRM Administrator's guide - page 269 -
  Add your advanced interface form to the form attach list in the BMC 
 workflow.
 a Open the packing list you created in BMC Remedy Developer Studio.
 b Open all the workflow objects from your packing list (for example, Active 
 Links)
 and associate your form, except for the four following active links:
   SRS:ADN:WithMapping_OnSubmit_109_SubmitRequest_CheckReqFields
   SRS:ADN:WithMapping_OnSubmit_109_AddToCart_SetFlag
   SRS:ADN:WithoutMapping_OnSubmit_109_SubmitRequest_CheckReqFields
   SRS:ADN:WithoutMapping_OnSubmit_109_AddToCart_SetFlag
 IMPORTANT
 To avoid migration issues, do not copy and rename the workflow that is 
 attached
 to the included advanced interface forms.

 



 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arsl...@arslist.org] On Behalf Of Christine
 Sent: Monday, March 15, 2010 11:51 AM
 To: arsl...@arslist.org
 Subject: Re: Advance Interface Form - really basic question

 Anne - Perhaps in 7.6 but in the SRM 2.2 guides say to copy the
 workflow. I'll go check bulletins and white papers. Thanks for heads
 up on the possible change.

 On Mar 15, 9:26 am, Brock, Anne anne_br...@bmc.com wrote:
  fyi, I believe the latest SRM manual says to add the AIF to the existing 
  workflow, rather than copying it a...

  -Original Message-
  From: Action Request System discussion list(ARSList) 
  [mailto:arsl...@arslist.org] On Behalf Of Christine
  Sent: Friday, March 12, 2010 12:41 PM
  To: arsl...@arslist.org
  Subject: Re: Advance Interface Form - really basic question

  Vinay,

  Thanks for your response. I had already done all the copies of forms,
  ALs, Filters and Guides. (The manual says to make copies of everything
  - forms, ALs, filters and guides that are associated with the original
  form.) My question is do I disassociate the original Active Links and
  keep only the copied forms related to the copied AL, Filters and
  Guides?

  For instance, the AL Guide of  SRS:ADN:SHR_CloseWindow_Javascript (the
  original) calls the AL of SRS:ADN:CloseWindow_Javascript. My AL Guide
  copy of (SRS:ADN:SHR_CloseWindow_Javascript_MyCopy) now has the ALs of
  SRS:ADN:CloseWindow_Javascript and the copy which is
  SRS:ADN:CloseWindow_Javascript_MyCopy. I would think that I woujld
  disassociate the original AL from
  SRS:ADN:SHR_CloseWindow_Javascript_MyCopy (which is my copy of the AL
  Guide)

  In addition, should the copied AL guide of
  SRS:ADN:SHR_CloseWindow_Javascript_MyCopy only be associated with the
  copied AIF form (SRS:AIF_WithBackendMapping_MyCopy) or should I keep
  the relations to the original forms
  (SRS:AdvancedInterface_WithBackendMapping and two other original AIF
  forms).

  Sorry to be so thick headed... just trying to avoid causing my own
  headaches.

  Christine

  On Mar 12, 9:40 am, Vinay Vermani vinay.verm...@gmail.com wrote:
   According to me, OOB worflow for AIF is shared workflow and you should
   attach them to the copied forms.

   E.g. To make a new AIF. I will open 
   SRS:AdvancedInterface_WithBackendMapping
   and Save as SRS:AdvanceInterface_MyNewAIFName(to make a copy). Select all
   the Activelinks and Edit them to attach to SRS:AdvanceInterface_
   MyNewAIFName. I will do same for same for Filters and Activelink Guides.

   Do not ever delete original form and associated workflow

   I hope it answers your question.

   Vinay Vermani
   Sr. Application Developer
   BMC Software Inc

   On Fri, Mar 12, 2010 at 10:14 AM, Christine 
   christineperryi...@yahoo.comwrote:

I am testing the use of Advanced Interface forms. I've followed the
instructions in the SRM 2.2 Admin manual (appendix A) - copied the
form SRS:AdvancedInterface_WithBackend Mapping to a new form with a
naming convention for our use (pg 341). This is the only form I
copied. I then copied the workflow (pgs 343) associated and attached
workflow to new form (pg 344).

I have some questions about disassociating the original forms and
workflow from the copied forms. The manual doesn't state outright that
I should (or should not):

1 - Disassociate the original forms from the copied and updated
workflow. In other words, should the Active Links, Filters and Guides
only be associated with the newly copied form.

2 - Remove the original Active Links from the copied and updated
Active Links. Currently the copied/updated Active Link Guides call
both the original ALs and the copied ALs.

As I am more of an  admin/troubleshooter than a developer I thought
I'd see if my gut-feeling to remove the original forms/workflow from
the copied forms/workflow was correct.

Thanks in advance
Christine

Advance Interface Form - really basic question

2010-03-12 Thread Christine
I am testing the use of Advanced Interface forms. I’ve followed the
instructions in the SRM 2.2 Admin manual (appendix A) – copied the
form SRS:AdvancedInterface_WithBackend Mapping to a new form with a
naming convention for our use (pg 341). This is the only form I
copied. I then copied the workflow (pgs 343) associated and attached
workflow to new form (pg 344).

I have some questions about disassociating the original forms and
workflow from the copied forms. The manual doesn’t state outright that
I should (or should not):

1 – Disassociate the original forms from the copied and updated
workflow. In other words, should the Active Links, Filters and Guides
only be associated with the newly copied form.

2 – Remove the original Active Links from the copied and updated
Active Links. Currently the copied/updated Active Link Guides call
both the original ALs and the copied ALs.

As I am more of an  admin/troubleshooter than a developer I thought
I’d see if my gut-feeling to remove the original forms/workflow from
the copied forms/workflow was correct.

Thanks in advance
Christine

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Re: Advance Interface Form - really basic question

2010-03-12 Thread Christine
Vinay,

Thanks for your response. I had already done all the copies of forms,
ALs, Filters and Guides. (The manual says to make copies of everything
- forms, ALs, filters and guides that are associated with the original
form.) My question is do I disassociate the original Active Links and
keep only the copied forms related to the copied AL, Filters and
Guides?

For instance, the AL Guide of  SRS:ADN:SHR_CloseWindow_Javascript (the
original) calls the AL of SRS:ADN:CloseWindow_Javascript. My AL Guide
copy of (SRS:ADN:SHR_CloseWindow_Javascript_MyCopy) now has the ALs of
SRS:ADN:CloseWindow_Javascript and the copy which is
SRS:ADN:CloseWindow_Javascript_MyCopy. I would think that I woujld
disassociate the original AL from
SRS:ADN:SHR_CloseWindow_Javascript_MyCopy (which is my copy of the AL
Guide)

In addition, should the copied AL guide of
SRS:ADN:SHR_CloseWindow_Javascript_MyCopy only be associated with the
copied AIF form (SRS:AIF_WithBackendMapping_MyCopy) or should I keep
the relations to the original forms
(SRS:AdvancedInterface_WithBackendMapping and two other original AIF
forms).

Sorry to be so thick headed... just trying to avoid causing my own
headaches.

Christine

On Mar 12, 9:40 am, Vinay Vermani vinay.verm...@gmail.com wrote:
 According to me, OOB worflow for AIF is shared workflow and you should
 attach them to the copied forms.

 E.g. To make a new AIF. I will open SRS:AdvancedInterface_WithBackendMapping
 and Save as SRS:AdvanceInterface_MyNewAIFName(to make a copy). Select all
 the Activelinks and Edit them to attach to SRS:AdvanceInterface_
 MyNewAIFName. I will do same for same for Filters and Activelink Guides.

 Do not ever delete original form and associated workflow

 I hope it answers your question.

 Vinay Vermani
 Sr. Application Developer
 BMC Software Inc

 On Fri, Mar 12, 2010 at 10:14 AM, Christine 
 christineperryi...@yahoo.comwrote:





  I am testing the use of Advanced Interface forms. I’ve followed the
  instructions in the SRM 2.2 Admin manual (appendix A) – copied the
  form SRS:AdvancedInterface_WithBackend Mapping to a new form with a
  naming convention for our use (pg 341). This is the only form I
  copied. I then copied the workflow (pgs 343) associated and attached
  workflow to new form (pg 344).

  I have some questions about disassociating the original forms and
  workflow from the copied forms. The manual doesn’t state outright that
  I should (or should not):

  1 – Disassociate the original forms from the copied and updated
  workflow. In other words, should the Active Links, Filters and Guides
  only be associated with the newly copied form.

  2 – Remove the original Active Links from the copied and updated
  Active Links. Currently the copied/updated Active Link Guides call
  both the original ALs and the copied ALs.

  As I am more of an  admin/troubleshooter than a developer I thought
  I’d see if my gut-feeling to remove the original forms/workflow from
  the copied forms/workflow was correct.

  Thanks in advance
  Christine

  ___­
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  attend wwrug10www.wwrug.comARSlist: Where the Answers Are

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Re: Using Escalation with form CHG:ChangeInterface_Create

2009-08-07 Thread Christine
Chuck,

Thanks for your reply. My boss wanted to have tasks created
automatically on a scheduled basis for backups, server maint, reports
and other works. Reading here about that type of work it looked like
the CHG:ChangeInterface_Create form was the one to use. As opposed to
keeping one change open and just adding tasks to an open Change.

I now see what you mean about the criteria and the form. I'll create a
form with a date field (ie: Run Time) and status field (values active/
inactive) and enter a series of records with future dates and status
'Active'. Then run the escalation when the current time is greater
than the run time and status is Active. Then have the Escalation run
the process of creating the change and set the status to Inactive.

I thought I had managed to check out the required fields through
manually using the form to create a change. The fields needed to do
that are the ones I am setting. Maybe I missed something; I'll go back
and give it another look.

Thanks again!


On Aug 7, 7:01 am, Charles Baldi charles.ba...@gmail.com wrote:
 Christine,
 A couple of thoughts for you.  First, you do need a Run If qualification in
 the escalation.  Otherwise your action (create a record) will occur for
 every record in the form.  This will quickly generate more records that you
 want.  What is your criteria for creating the change record?  I suggest that
 you create another form that has data indicating your need to create a new
 change request.  Your escalation would then run against that form with a Run
 If against your create criteria.  Then do your push against
 ChangeInterface_Create.  Finally, this form works pretty well out of the
 box.  I suspect that there are other mandatory fields that you are not
 setting like company, location, requester, etc.

 Regards,
 Chuck Baldi

 On Thu, Aug 6, 2009 at 11:04 PM, Christine 
 christineperryi...@yahoo.comwrote:





  I’m trying to use the Escalation process with the form
  CHG:ChangeInterface_Create to create a Change. I’m mostly an admin,
  not a developer. I have not been 100% successful with this. Looking
  for some advice:

  I am choosing the CHG:ChangeInterface_Create form. In the escalation I
  have no Run If qualifier.

  If I just have a Set Fields action a record successfully gets created
  in the CHG:ChangeInterface_Create form. The value of the Change
  Template Instance ID is being set in the Template ID field. The
  z1D_Action is being set to CREATE. Again, this does create a record in
  the CHG:ChangeInterface_Create form.

  It does not however create an actual Change. So I added a subsequent
  Run Process of PERFORM-ACTION-ACTIVE-LINK 4 which from what I can
  discern will run the associated Active Links as if a record was
  submitted manually.

  I add this Process; update the Time Criteria to run in about 10
  minutes, save the escalation, turn on the escalation log and wait. The
  escalation comes along with a message of ‘Failed Qualification’. There
  is no Run-If qualification on either the Basic tab or on the Set
  Fields action. I looked at the detail of the Run-If and there are not
  even any spaces in the qualifiers.

  I deleted the escalation, recreated with just the Set Fields and
  again, a record will be created in CHG:ChangeInterfaceCreate. I add
  the Run Process of PERFORM-ACTION-ACTIVE-LINK 4 and end up again with
  a message in the escalation log of ‘Failed Qualification’. Again I
  check the Run If fields and the field is blank.

  I tried again with first running PERFORM-ACTION-ACTIVE-LINK 32768
  (window open) before the Set Fields and this too ends in Failed
  Qualification.

  Do I need a Run If qualifier to use a Run Process such as above? Is
  there one that you would suggest (sorry, I really am mostly an admin).
  Is the Escalation process the incorrect method to achieve an
  automated, scheduled creation of a Change?

  Remedy version 7.1.00, patch 002; Change Management 7.0.03, patch
  007.

  Thanks much,
  Christine

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Using Escalation with form CHG:ChangeInterface_Create

2009-08-06 Thread Christine
I’m trying to use the Escalation process with the form
CHG:ChangeInterface_Create to create a Change. I’m mostly an admin,
not a developer. I have not been 100% successful with this. Looking
for some advice:

I am choosing the CHG:ChangeInterface_Create form. In the escalation I
have no Run If qualifier.

If I just have a Set Fields action a record successfully gets created
in the CHG:ChangeInterface_Create form. The value of the Change
Template Instance ID is being set in the Template ID field. The
z1D_Action is being set to CREATE. Again, this does create a record in
the CHG:ChangeInterface_Create form.

It does not however create an actual Change. So I added a subsequent
Run Process of PERFORM-ACTION-ACTIVE-LINK 4 which from what I can
discern will run the associated Active Links as if a record was
submitted manually.

I add this Process; update the Time Criteria to run in about 10
minutes, save the escalation, turn on the escalation log and wait. The
escalation comes along with a message of ‘Failed Qualification’. There
is no Run-If qualification on either the Basic tab or on the Set
Fields action. I looked at the detail of the Run-If and there are not
even any spaces in the qualifiers.

I deleted the escalation, recreated with just the Set Fields and
again, a record will be created in CHG:ChangeInterfaceCreate. I add
the Run Process of PERFORM-ACTION-ACTIVE-LINK 4 and end up again with
a message in the escalation log of ‘Failed Qualification’. Again I
check the Run If fields and the field is blank.

I tried again with first running PERFORM-ACTION-ACTIVE-LINK 32768
(window open) before the Set Fields and this too ends in Failed
Qualification.

Do I need a Run If qualifier to use a Run Process such as above? Is
there one that you would suggest (sorry, I really am mostly an admin).
Is the Escalation process the incorrect method to achieve an
automated, scheduled creation of a Change?

Remedy version 7.1.00, patch 002; Change Management 7.0.03, patch
007.

Thanks much,
Christine

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Adding field to Task table on Change Infrastructure form

2009-01-29 Thread Christine
I would like to add a field from the TAS:Task form to the task records
display on the Change Infrastructure form. I successfully have the
field displayed in the form. The data is not transferring. Here is
what I have done.

The field, Transport #, has been added to forms
TMS:AssociationSummaryDataJoin and to TMS:SummaryData (so that it can
be used on the TMS:AssociationSummaryDataJoin form). On both forms the
field has the permission of Change for Task Process Config, Change for
Task User and R/W for Task Viewer. ‘Allow Any User to Submit’ is
checked. Fields are Display Type of Edit and Read Write.

I’ve given the field Public Permission on the table display (columnar)
form.

I can’t find anything in an active link or filter log of how the data
is transferred. I’ve looked for forms that would perform the same
function as the SHR:OverviewConsole form which is used to add a field
to the Overview Console. If that is the data transport action I’ve
haven’t found it yet.

Perhaps I’m trying to bypass some steps. I’ve noticed that on the
field properties of the columnar form the field names begin with z2TF.
i.e.: When I look at the field properties in the columnar form the
field ‘Instance’ from the TMS:AssociationSummaryDataJoin table has a
name of z2TF_TaskTGInstance. When I look at the field I’ve added the
name is still Transport #.

Does anyone know what I am missing? I’m obviously not a developer;
just an admin trying to figure out what sounds like something that
should be fairly easy to accomplish.

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Re: Assignment Engine - can it be used for just one group

2008-12-23 Thread Christine
Doug - thanks much! This will get me a long way down the road -
probably to the destination.

On Dec 22, 5:56 pm, Doug Blair d...@blairing.com wrote:
 Christine,

 The answer is yes, you're on the right track, and we've done it.

 We wanted to do exactly what you asked - AE rules for one support group
 only. The safest thing is to leave all the AE rules installed out of the
 box alone (you might want them again someday) and build a new set of AE
 rules. Ours have names like General Assignment - Custom, Change Manager -
 Custom and so forth (those won't show up on the application configuration
 menu until you enter them in another table - sorry, forgot the name!)

 The General Assignment - Custom method contains rules which include the
 Support Group field from the request form in the rule qualification, and
 pull their assignees from the General Assignment form (which is baaically
 support group membership).  The rule (paraphrasing here - I'm not at work)
 is something like

 Support Group on Request Form = Service Desk and Support Group on
 Assignment Form = SGP0123 and Status = Enabled and Assignment
 Availability = Yes

 and the metthod (in our case) is load balance by number.

 and that gets you a login you can assign. The first part of that will only
 be true for the Service Desk tickets, and all the other tickets get no
 assignee

 Get ya started?

 Doug

 .. Original Message ...
 On Mon, 22 Dec 2008 10:41:31 -0800 Christine christineperryi...@yahoo.com
 wrote:



 I'm still kind of new to Remedy ARS and am looking into the Assignment
 Engine. Is it possible to turn this on for just one workgroup? We have
 the Requestor Console setup and it assigns tickets to the help desk
 and other groups. I am wondering if I can setup the Assignment Engine
 for just the help desk group.

 I've been reading the documentation and I wonder if using the
 Assignment Rule for 'where the workgroup = helpdesk' would allow round
 robin Assignment for help desk persons but would leave the current
 Requestor Console group assignment for other groups in place.

 Thanks much!

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 Remedy Skilled Professional
 doug at blairing dotcom
 +1 224-558-5462
 Sent from my Treo, usual caveats apply

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Assignment Engine - can it be used for just one group

2008-12-22 Thread Christine
I'm still kind of new to Remedy ARS and am looking into the Assignment
Engine. Is it possible to turn this on for just one workgroup? We have
the Requestor Console setup and it assigns tickets to the help desk
and other groups. I am wondering if I can setup the Assignment Engine
for just the help desk group.

I've been reading the documentation and I wonder if using the
Assignment Rule for 'where the workgroup = helpdesk' would allow round
robin Assignment for help desk persons but would leave the current
Requestor Console group assignment for other groups in place.

Thanks much!

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Re: adding field to overview console and field type

2008-08-01 Thread Christine
Thanks much for your help and explanation of the field deletion.
Deleting the field and copying it (as you suggested) did the trick.

On Jul 30, 10:15 am, T. Dee [EMAIL PROTECTED] wrote:
 Deleting the field from OverviewConsole will not delete it from
 HPD:Help Desk.  The DB ID needs to be the same on OverviewConsole as
 it is on HPD:Help Desk.  COPY the field from HPD:Help Desk and paste
 it on OverviewConsole and save the form.  Enter the record with the
 correct DB ID on the SHR:ARDBCfields.





 On Wed, Jul 30, 2008 at 1:08 PM, Christine [EMAIL PROTECTED] wrote:
  Column permissions are Public. I think I messed up by making the
  fields on the 'overviewconsole' form as character fields when the
  original field Service Type on HPD:Help Desk is a drop down field. I
  can't change the DB ID and it sounds like if I delete the field I am
  deleting it from the HPD:Help Desk form as well. At least my mess-up
  is in the dev environment and can be resolved with a refresh.

  Thanks for your assistance.

  On Jul 30, 9:41 am, T. Dee [EMAIL PROTECTED] wrote:
  What are the permissions on the console for the column?

  On Wed, Jul 30, 2008 at 11:47 AM, Christine

  [EMAIL PROTECTED] wrote:
   Yes, I have added this to SHR:ARDBCfields.

   In SHR:ARDBCFields I have added the following:
   Field ID:                       100099
   Form GUID:                 MAINHELPDESK
   Vendor Field ID:          100099

   thanks for the reminder though!

   On Jul 30, 8:09 am, T. Dee [EMAIL PROTECTED] wrote:
   Did you add a record to SHR:ARDBCFields ?  You need to create a record
   for each ticket type you want to track - TSK, CHG and INC.

   Ty

   On Wed, Jul 30, 2008 at 1:51 AM, Christine [EMAIL PROTECTED] wrote:
I'm trying to get the HPD:Help Desk field Service Type (100099)
values to be displayed on the Overview Console. I've been successful
with fields that were already on SHR:ARDBC_OverviewConsoleTemplate
such as Assignee and Assignee group, but not with this one.

Added field Service Type (100099) to the
SHR:ARDBC_OverviewConsoleTemplate.

Field is Read/Write
Display Type is Edit
Field Name is Service Type
DB ID is set to 100099
Permissions are Public - View and General Access - Change
Allow Any Users to Submit is checked.

Added same as above to SHR:ARDBC_OverviewConsole

In SHR:ARDBCFields I have added the following:
Field ID:                       100099
Form GUID:                 MAINHELPDESK
Vendor Field ID:          100099

In SHR:OverviewConsole z2TH_ConsolidateTable1 Table/Tree Properties
I've added the Service Type field to the 'Field as Colunn' section.
The properties of the column are:

Display Type:   Read Only
Not Hidden
DB ID: 105602
Name: Column 4
Permissions: Public

I stopped and restarted the BMC ARS service and there is no data
displayed in the column.

I see one thing that may cause this. On the HPD: Help Desk form this
field is a drop-down field and I've made it a character field on the
two 'OverviewConsole' forms. Would this cause my problem? If so, can I
give a different (unused) DB ID to the field and then delete it from
the form? Reading the Forms and Objects manual I think if I delete the
field as it is now, I will delete it and all data from the HPD:Help
Desk form as well. I cannot add this field as a drop-down field with
the same DB ID as the character field.

Thanks much,
Christine

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adding field to overview console and field type

2008-07-30 Thread Christine
I’m trying to get the HPD:Help Desk field Service Type (100099)
values to be displayed on the Overview Console. I’ve been successful
with fields that were already on SHR:ARDBC_OverviewConsoleTemplate
such as Assignee and Assignee group, but not with this one.

Added field Service Type (100099) to the
SHR:ARDBC_OverviewConsoleTemplate.

Field is Read/Write
Display Type is Edit
Field Name is Service Type
DB ID is set to 100099
Permissions are Public - View and General Access - Change
Allow Any Users to Submit is checked.

Added same as above to SHR:ARDBC_OverviewConsole

In SHR:ARDBCFields I have added the following:
Field ID:   100099
Form GUID: MAINHELPDESK
Vendor Field ID:  100099

In SHR:OverviewConsole z2TH_ConsolidateTable1 Table/Tree Properties
I’ve added the Service Type field to the ‘Field as Colunn’ section.
The properties of the column are:

Display Type:   Read Only
Not Hidden
DB ID: 105602
Name: Column 4
Permissions: Public

I stopped and restarted the BMC ARS service and there is no data
displayed in the column.

I see one thing that may cause this. On the HPD: Help Desk form this
field is a drop-down field and I've made it a character field on the
two 'OverviewConsole' forms. Would this cause my problem? If so, can I
give a different (unused) DB ID to the field and then delete it from
the form? Reading the Forms and Objects manual I think if I delete the
field as it is now, I will delete it and all data from the HPD:Help
Desk form as well. I cannot add this field as a drop-down field with
the same DB ID as the character field.

Thanks much,
Christine

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Re: adding field to overview console and field type

2008-07-30 Thread Christine
Yes, I have added this to SHR:ARDBCfields.

In SHR:ARDBCFields I have added the following:
Field ID:   100099
Form GUID: MAINHELPDESK
Vendor Field ID:  100099


thanks for the reminder though!

On Jul 30, 8:09 am, T. Dee [EMAIL PROTECTED] wrote:
 Did you add a record to SHR:ARDBCFields ?  You need to create a record
 for each ticket type you want to track - TSK, CHG and INC.

 Ty





 On Wed, Jul 30, 2008 at 1:51 AM, Christine [EMAIL PROTECTED] wrote:
  I'm trying to get the HPD:Help Desk field Service Type (100099)
  values to be displayed on the Overview Console. I've been successful
  with fields that were already on SHR:ARDBC_OverviewConsoleTemplate
  such as Assignee and Assignee group, but not with this one.

  Added field Service Type (100099) to the
  SHR:ARDBC_OverviewConsoleTemplate.

  Field is Read/Write
  Display Type is Edit
  Field Name is Service Type
  DB ID is set to 100099
  Permissions are Public - View and General Access - Change
  Allow Any Users to Submit is checked.

  Added same as above to SHR:ARDBC_OverviewConsole

  In SHR:ARDBCFields I have added the following:
  Field ID:                       100099
  Form GUID:                 MAINHELPDESK
  Vendor Field ID:          100099

  In SHR:OverviewConsole z2TH_ConsolidateTable1 Table/Tree Properties
  I've added the Service Type field to the 'Field as Colunn' section.
  The properties of the column are:

  Display Type:   Read Only
  Not Hidden
  DB ID: 105602
  Name: Column 4
  Permissions: Public

  I stopped and restarted the BMC ARS service and there is no data
  displayed in the column.

  I see one thing that may cause this. On the HPD: Help Desk form this
  field is a drop-down field and I've made it a character field on the
  two 'OverviewConsole' forms. Would this cause my problem? If so, can I
  give a different (unused) DB ID to the field and then delete it from
  the form? Reading the Forms and Objects manual I think if I delete the
  field as it is now, I will delete it and all data from the HPD:Help
  Desk form as well. I cannot add this field as a drop-down field with
  the same DB ID as the character field.

  Thanks much,
  Christine

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Re: adding field to overview console and field type

2008-07-30 Thread Christine
Column permissions are Public. I think I messed up by making the
fields on the 'overviewconsole' form as character fields when the
original field Service Type on HPD:Help Desk is a drop down field. I
can’t change the DB ID and it sounds like if I delete the field I am
deleting it from the HPD:Help Desk form as well. At least my mess-up
is in the dev environment and can be resolved with a refresh.

Thanks for your assistance.

On Jul 30, 9:41 am, T. Dee [EMAIL PROTECTED] wrote:
 What are the permissions on the console for the column?

 On Wed, Jul 30, 2008 at 11:47 AM, Christine





 [EMAIL PROTECTED] wrote:
  Yes, I have added this to SHR:ARDBCfields.

  In SHR:ARDBCFields I have added the following:
  Field ID:                       100099
  Form GUID:                 MAINHELPDESK
  Vendor Field ID:          100099

  thanks for the reminder though!

  On Jul 30, 8:09 am, T. Dee [EMAIL PROTECTED] wrote:
  Did you add a record to SHR:ARDBCFields ?  You need to create a record
  for each ticket type you want to track - TSK, CHG and INC.

  Ty

  On Wed, Jul 30, 2008 at 1:51 AM, Christine [EMAIL PROTECTED] wrote:
   I'm trying to get the HPD:Help Desk field Service Type (100099)
   values to be displayed on the Overview Console. I've been successful
   with fields that were already on SHR:ARDBC_OverviewConsoleTemplate
   such as Assignee and Assignee group, but not with this one.

   Added field Service Type (100099) to the
   SHR:ARDBC_OverviewConsoleTemplate.

   Field is Read/Write
   Display Type is Edit
   Field Name is Service Type
   DB ID is set to 100099
   Permissions are Public - View and General Access - Change
   Allow Any Users to Submit is checked.

   Added same as above to SHR:ARDBC_OverviewConsole

   In SHR:ARDBCFields I have added the following:
   Field ID:                       100099
   Form GUID:                 MAINHELPDESK
   Vendor Field ID:          100099

   In SHR:OverviewConsole z2TH_ConsolidateTable1 Table/Tree Properties
   I've added the Service Type field to the 'Field as Colunn' section.
   The properties of the column are:

   Display Type:   Read Only
   Not Hidden
   DB ID: 105602
   Name: Column 4
   Permissions: Public

   I stopped and restarted the BMC ARS service and there is no data
   displayed in the column.

   I see one thing that may cause this. On the HPD: Help Desk form this
   field is a drop-down field and I've made it a character field on the
   two 'OverviewConsole' forms. Would this cause my problem? If so, can I
   give a different (unused) DB ID to the field and then delete it from
   the form? Reading the Forms and Objects manual I think if I delete the
   field as it is now, I will delete it and all data from the HPD:Help
   Desk form as well. I cannot add this field as a drop-down field with
   the same DB ID as the character field.

   Thanks much,
   Christine

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Re: rrrLoginConv help requested

2008-03-28 Thread Christine
Thanks Misi. This give me a good direction to start looking. I
appreciate you taking the time to give the suggestions.

On Mar 26, 3:40 pm, Misi Mladoniczky [EMAIL PROTECTED] wrote:
 Hi,

 I do not know exactly what happened. I suspect a filter that pushes some
 fields to the form CTM:People Permission Groups, if I read the message
 right.

 1. You may have a filter triggering on merge that does something. You
 should disable or remove the merge-checkbox on all merge filters of the
 forms you are running this on.

 2. Another situation may be that you already have a user with name AAA
 when trying to change user BBB to AAA.

         Best Regards - Misi, RRR AB,http://rrr.se





  Misi,

  Would you mind one more question? I ran the command with -maxlength
  254 and records in CTM:People Permission Groups and User table appear
  to be successfully changed. There was an error on merging records on
  the CTM:People form which reads:

  ars_MergeEntry(CTM:People, PPL0047): [ERROR] The value(s) for
  this entry violate a unique index that has been defined for this form
  (CTM:People Permission Groups entry:PPG00033497 fields: 179 4
  100080 101579 ) (ARERR #382)
    ChangedEntry: Form=CTM:People, Id=PPL0023, #Fields=1
  Form CTM:People, 0 of 3406 entries changed, time 0:01:55

  Is this to be expected? If I ran this on prod would I have bad data?
  Sorry to be so thick - I'm very new to Remedy ARS and no training.
  Perhaps I should do an export with the index field, change the data
  and import.

  Thanks again,
  Christine

  On Mar 26, 1:49 am, Misi Mladoniczky [EMAIL PROTECTED] wrote:
  Hi Christine,

  The problem is that the length of Login-Name-Type-fields has changed
  from
  30 to 254 characters since version 7.0.

  You have to add -maxlength 254 to your command line arguments, in order
  to
  have RRR|LoginConv check those fields.

  I should recompile the tool and change the default behaviour...

  Good luck, and let us know how it works out!

          Best Regards - Misi, RRR AB,http://www.rrr.se

  Products from RRR Scandinavia:
  * RRR|License - Not enough Remedy licenses? Save money by optimizing.
  * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy
  logs.
  * RRR|Translator - Manage and automate your language translations.
  Find these products, and many free tools and utilities, athttp://rrr.se.

   The company for which I work is putting in a new Remedy ARS version:
   7.1.00 Patch 002 200802011900. The persons/users have been imported in
   the the old naming convention and before go-live it has been decided
   to change person/user name to the same as our AD login.

   So... I found rrrLoginConv but I am obviously missing the point (or
   key info) because it runs, but no changes occur. Here is pertinent
   info:

   running from laptop, not the server. Slow, but the logfile shows no
   error based on that.

   Text file entries created in TextPad (these people/users do exist)
   gord_gray = grayg
   roland_renaud = roland
   james_robertson = robertso

   Command line minus login info:

   rrrLoginConv remdev login password loginTest1.txt ALLFORMS -debug -
   logfile test1.log

   When logged in as the user in the command line I can add, change,
   remove people and users. This runs, and as promised -debug creates a
   prolific log file. Sample from the CTM:People form:

   Processing form CTM:People
   Form CTM:People, list of fields to convert
     100069 char       HR ID
     100032 char       CC Business Fax
     100045 char       Local Home
     100046 char       GEOnet
     100024 char       Nick Name
     100035 char       Desk Location
     100051 char       Area Pager
     100127 char       Default Zip/Postal Code
     100028 char       CC Business
     100033 char       Area Business Fax
     100031 char       Extension Business
     100074 char       Site ID
     100042 char       Local Mobile
     100926 char       PIN Pager NT
     100029 char       Area Business
     101262 char       Web Access ID
     100946 char       Area Pager NT
     100053 char       PIN Pager
     260141102  char       Contact Type
     100948 char       Local Pager NT
     100054 char       Corporate ID
     100020 char       Middle Initial
     100052 char       Local Pager
     100019 char       First Name
     100654 char       Employment Status
     100041 char       Area Mobile
     100040 char       CC Mobile
     100044 char       Area Home
     100039 char       Site Zip/Postal Code
     100947 char       CC Pager NT
     100122 char       Home Zip/Postal Code
     100034 char       Local Business Fax
     100188 char       Cost Center
     15         char       Status History
     100030 char       Local Business
     100036 char       Mail Station
     100021 char       Title
     100043 char

Re: rrrLoginConv help requested

2008-03-26 Thread Christine
Misi,

Would you mind one more question? I ran the command with -maxlength
254 and records in CTM:People Permission Groups and User table appear
to be successfully changed. There was an error on merging records on
the CTM:People form which reads:

ars_MergeEntry(CTM:People, PPL0047): [ERROR] The value(s) for
this entry violate a unique index that has been defined for this form
(CTM:People Permission Groups entry:PPG00033497 fields: 179 4
100080 101579 ) (ARERR #382)
  ChangedEntry: Form=CTM:People, Id=PPL0023, #Fields=1
Form CTM:People, 0 of 3406 entries changed, time 0:01:55

Is this to be expected? If I ran this on prod would I have bad data?
Sorry to be so thick - I'm very new to Remedy ARS and no training.
Perhaps I should do an export with the index field, change the data
and import.

Thanks again,
Christine

On Mar 26, 1:49 am, Misi Mladoniczky [EMAIL PROTECTED] wrote:
 Hi Christine,

 The problem is that the length of Login-Name-Type-fields has changed from
 30 to 254 characters since version 7.0.

 You have to add -maxlength 254 to your command line arguments, in order to
 have RRR|LoginConv check those fields.

 I should recompile the tool and change the default behaviour...

 Good luck, and let us know how it works out!

         Best Regards - Misi, RRR AB,http://www.rrr.se

 Products from RRR Scandinavia:
 * RRR|License - Not enough Remedy licenses? Save money by optimizing.
 * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
 * RRR|Translator - Manage and automate your language translations.
 Find these products, and many free tools and utilities, athttp://rrr.se.





  The company for which I work is putting in a new Remedy ARS version:
  7.1.00 Patch 002 200802011900. The persons/users have been imported in
  the the old naming convention and before go-live it has been decided
  to change person/user name to the same as our AD login.

  So... I found rrrLoginConv but I am obviously missing the point (or
  key info) because it runs, but no changes occur. Here is pertinent
  info:

  running from laptop, not the server. Slow, but the logfile shows no
  error based on that.

  Text file entries created in TextPad (these people/users do exist)
  gord_gray = grayg
  roland_renaud = roland
  james_robertson = robertso

  Command line minus login info:

  rrrLoginConv remdev login password loginTest1.txt ALLFORMS -debug -
  logfile test1.log

  When logged in as the user in the command line I can add, change,
  remove people and users. This runs, and as promised -debug creates a
  prolific log file. Sample from the CTM:People form:

  Processing form CTM:People
  Form CTM:People, list of fields to convert
    100069 char       HR ID
    100032 char       CC Business Fax
    100045 char       Local Home
    100046 char       GEOnet
    100024 char       Nick Name
    100035 char       Desk Location
    100051 char       Area Pager
    100127 char       Default Zip/Postal Code
    100028 char       CC Business
    100033 char       Area Business Fax
    100031 char       Extension Business
    100074 char       Site ID
    100042 char       Local Mobile
    100926 char       PIN Pager NT
    100029 char       Area Business
    101262 char       Web Access ID
    100946 char       Area Pager NT
    100053 char       PIN Pager
    260141102  char       Contact Type
    100948 char       Local Pager NT
    100054 char       Corporate ID
    100020 char       Middle Initial
    100052 char       Local Pager
    100019 char       First Name
    100654 char       Employment Status
    100041 char       Area Mobile
    100040 char       CC Mobile
    100044 char       Area Home
    100039 char       Site Zip/Postal Code
    100947 char       CC Pager NT
    100122 char       Home Zip/Postal Code
    100034 char       Local Business Fax
    100188 char       Cost Center
    15         char       Status History
    100030 char       Local Business
    100036 char       Mail Station
    100021 char       Title
    100043 char       CC Home
    100018 char       Last Name
    100050 char       CC Pager
  Form CTM:People, 3406 entries found
  Form CTM:People, 0 of 3406 entries changed, time 0:07:28

  and from User:
  Processing form User
  Form User, list of fields to convert
    102        char       Password
    117        char       Authentication Login Name
  Form User, 1 entries found
  Form User, 0 of 1 entries changed, time 0:00:06

  So... can anyone spot where I am going wrong? I am new to Remedy ARS
  and perhaps the changes are hiding out somewhere and need to be
  'activated' but I had thought the 'merge' would do this.

  Thanks much,
  Christine

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rrrLoginConv help requested

2008-03-25 Thread Christine
The company for which I work is putting in a new Remedy ARS version:
7.1.00 Patch 002 200802011900. The persons/users have been imported in
the the old naming convention and before go-live it has been decided
to change person/user name to the same as our AD login.

So... I found rrrLoginConv but I am obviously missing the point (or
key info) because it runs, but no changes occur. Here is pertinent
info:

running from laptop, not the server. Slow, but the logfile shows no
error based on that.

Text file entries created in TextPad (these people/users do exist)
gord_gray = grayg
roland_renaud = roland
james_robertson = robertso

Command line minus login info:

rrrLoginConv remdev login password loginTest1.txt ALLFORMS -debug -
logfile test1.log

When logged in as the user in the command line I can add, change,
remove people and users. This runs, and as promised -debug creates a
prolific log file. Sample from the CTM:People form:

Processing form CTM:People
Form CTM:People, list of fields to convert
  100069 char   HR ID
  100032 char   CC Business Fax
  100045 char   Local Home
  100046 char   GEOnet
  100024 char   Nick Name
  100035 char   Desk Location
  100051 char   Area Pager
  100127 char   Default Zip/Postal Code
  100028 char   CC Business
  100033 char   Area Business Fax
  100031 char   Extension Business
  100074 char   Site ID
  100042 char   Local Mobile
  100926 char   PIN Pager NT
  100029 char   Area Business
  101262 char   Web Access ID
  100946 char   Area Pager NT
  100053 char   PIN Pager
  260141102  char   Contact Type
  100948 char   Local Pager NT
  100054 char   Corporate ID
  100020 char   Middle Initial
  100052 char   Local Pager
  100019 char   First Name
  100654 char   Employment Status
  100041 char   Area Mobile
  100040 char   CC Mobile
  100044 char   Area Home
  100039 char   Site Zip/Postal Code
  100947 char   CC Pager NT
  100122 char   Home Zip/Postal Code
  100034 char   Local Business Fax
  100188 char   Cost Center
  15 char   Status History
  100030 char   Local Business
  100036 char   Mail Station
  100021 char   Title
  100043 char   CC Home
  100018 char   Last Name
  100050 char   CC Pager
Form CTM:People, 3406 entries found
Form CTM:People, 0 of 3406 entries changed, time 0:07:28

and from User:
Processing form User
Form User, list of fields to convert
  102char   Password
  117char   Authentication Login Name
Form User, 1 entries found
Form User, 0 of 1 entries changed, time 0:00:06

So... can anyone spot where I am going wrong? I am new to Remedy ARS
and perhaps the changes are hiding out somewhere and need to be
'activated' but I had thought the 'merge' would do this.

Thanks much,
Christine

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AREA LDAP

2008-03-17 Thread Christine
I'm new to Remedy, we are on ARS 7.1.00 Patch 002. I am working on the
LDAP AREA authentication which I have working to two of our three AD
domains. That is, the person can login with their AD account ID, which
matches their Remedy account ID, use their AD account login password
and get authenticated to Remedy. The third domain has a different
account naming structure and I'm looking for help on getting the LDAP
AREA authentication working to that domain. Here is the issue:

For mythical person Ed Jones the AD account login name would be jonese
(Last name, first initial). The AD account doesn't have all the
information the company wants in the person record. This comes from a
second source which is a CSV file. This CSV file would have a value of
ed_jones, but not jonese. But... the second source does have an email
account of [EMAIL PROTECTED] and the AD account has a mail field
value of [EMAIL PROTECTED]

I want to authenticate the Remedy account of ed_jones to the AD
account of jonese with the common value of [EMAIL PROTECTED]

I first tried setting User Search Filter to '[EMAIL PROTECTED]
and that did not work. Do I need to use the Defaults and Mapping
Attributes? If so, would I set User Search Filter back to
sAMAccountName=$\USER$ and map the Email Address to the name of the
email field in AD (which is mail).

Sorry to be so thick minded No training and no consultant $ on
this project and we are trudging through this implementation on our
own. I've already read and received a lot of help from this board on
previous issues but am finally desperate enough to post my own
question.

Thanks much!
Christine

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