Re: [Non-DoD Source] Inbound Email to Remedy 8.1 - RBE console
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 identity of the sender, and confirm the authenticity of all links contained within the message prior to copying and pasting the address to a Web browser. ** 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 * This e-mail and any files transmitted with it may contain confidential information and is intended solely for use by the individual to whom it is addressed. If you received this e-mail in error, please notify the sender, do not disclose its contents to others and delete it from your system. * _ARSlist: "Where the Answers Are" and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" * This e-mail and any files transmitted with it may contain confidential information and is intended solely for use by the individual to whom it is addressed. If you received this e-mail in error, please notify the sender, do not disclose its contents to others and delete it from your system. * ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Inbound Email to Remedy 8.1 - RBE console
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 * This e-mail and any files transmitted with it may contain confidential information and is intended solely for use by the individual to whom it is addressed. If you received this e-mail in error, please notify the sender, do not disclose its contents to others and delete it from your system. * ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Remedy - Archiving Data
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 * This e-mail and any files transmitted with it may contain confidential information and is intended solely for use by the individual to whom it is addressed. If you received this e-mail in error, please notify the sender, do not disclose its contents to others and delete it from your system. * ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Remedy Integration with other Ticketing systems
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 * This e-mail and any files transmitted with it may contain confidential information and is intended solely for use by the individual to whom it is addressed. If you received this e-mail in error, please notify the sender, do not disclose its contents to others and delete it from your system. * ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: SRM - Blank requests
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 * This e-mail and any files transmitted with it may contain confidential information and is intended solely for use by the individual to whom it is addressed. If you received this e-mail in error, please notify the sender, do not disclose its contents to others and delete it from your system. * _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ Private and confidential as detailed herehttp://www.sug.com/disclaimers/default.htm#Mail. If you cannot access hyperlink, please e-mail sender. _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ * This e-mail and any files transmitted with it may contain confidential information and is intended solely for use by the individual to whom it is addressed. If you received this e-mail in error, please notify the sender, do not disclose its contents to others and delete it from your system. * ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
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 * This e-mail and any files transmitted with it may contain confidential information and is intended solely for use by the individual to whom it is addressed. If you received this e-mail in error, please notify the sender, do not disclose its contents to others and delete it from your system. * ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Change Management actions
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. __ _ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug12www.wwrug12.comARSList: Where the Answers Are __ _ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug12www.wwrug12.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are This e-mail, including any attachments, is a confidential business communication, and may contain information that is confidential, proprietary and/or privileged. This e-mail is intended only for the individual(s) to whom it is addressed, and may not be saved, copied, printed, disclosed or used by anyone else. If you are not the(an) intended recipient, please immediately delete this e-mail from your computer system and notify the sender. Thank you. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ** This e-mail and any files transmitted with it may contain confidential information and is intended solely for use by the individual to whom it is addressed. If you received this e-mail in error, please notify the sender, do not disclose its contents to others and delete it from your system. ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Areinline: graycol.gif
Re: BMC Analytics
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 ** This e-mail and any files transmitted with it may contain confidential information and is intended solely for use by the individual to whom it is addressed. If you received this e-mail in error, please notify the sender, do not disclose its contents to others and delete it from your system. ** _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ** This e-mail and any files transmitted with it may contain confidential information and is intended solely for use by the individual to whom it is addressed. If you received this e-mail in error, please notify the sender, do not disclose its contents to others and delete it from your system. ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are inline: graycol.gif
Incident Management reports
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 ** This e-mail and any files transmitted with it may contain confidential information and is intended solely for use by the individual to whom it is addressed. If you received this e-mail in error, please notify the sender, do not disclose its contents to others and delete it from your system. ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Incident Management - building reports
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 ** This e-mail and any files transmitted with it may contain confidential information and is intended solely for use by the individual to whom it is addressed. If you received this e-mail in error, please notify the sender, do not disclose its contents to others and delete it from your system. ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
BMC Analytics
Hi everyone... Sorry to bug you all again... Does anyone know where I can get training for Analytics? thanks! c ** This e-mail and any files transmitted with it may contain confidential information and is intended solely for use by the individual to whom it is addressed. If you received this e-mail in error, please notify the sender, do not disclose its contents to others and delete it from your system. ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Compliance activity for Remedy
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 -- John Sundberg Save the Date! First Annual KEG - Kinetic Enthusiasts Group Feb. 29th - Mar. 2nd 2012 in Denver CO For more information click here - KEG Kinetic Data, Inc. Building a Better Service Experience Recipient of: WWRUG10 Best Customer Service/Support Award WWRUG09 Innovator of the Year Award john.sundb...@kineticdata.com 651.556.0930 I www.kineticdata.com _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ -- John Sundberg Save the Date! First Annual KEG - Kinetic Enthusiasts Group Feb. 29th - Mar. 2nd 2012 in Denver CO For more information click here - KEG Kinetic Data, Inc. Building a Better Service Experience Recipient of: WWRUG10 Best Customer Service/Support Award WWRUG09 Innovator of the Year Award john.sundb...@kineticdata.com 651.556.0930 I www.kineticdata.com _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ** This e-mail and any files transmitted with it may contain confidential information and is intended solely for use by the individual to whom it is addressed. If you received this e-mail in error, please notify the sender, do not disclose its contents to others and delete it from your system. ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are inline: graycol.gif
Re: *** WARUG-Friday 21 October 2011-8am to 1pm-BAH Auditorium, Mclean VA ***
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 _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ** This e-mail and any files transmitted with it may contain confidential information and is intended solely for use by the individual to whom it is addressed. If you received this e-mail in error, please notify the sender, do not disclose its contents to others and delete it from your system. ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are inline: graycol.gif
Remedy DB / customization - Basic question
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 ** This e-mail and any files transmitted with it may contain confidential information and is intended solely for use by the individual to whom it is addressed. If you received this e-mail in error, please notify the sender, do not disclose its contents to others and delete it from your system. ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: WSDL question about SRM_RequestInterface_Create_WS
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 ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
WSDL question about SRM_RequestInterface_Create_WS
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: SRD Service Request field mapping
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 Private and confidential as detailed here:http://www.sug.com/disclaimers/default.htm#Mail. If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: SRD Service Request field mapping
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 __ _ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList:Where the Answers Are Private and confidential as detailed here:http://www.sug.com/disclaimers/default.htm#Mail. If you cannot access the link, please e-mail sender. __ _ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList:Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.orgattend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: SRD Service Request field mapping
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 ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList:Where the Answers Are Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail. If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList:Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: SRD Service Request field mapping
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 ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList:Where the Answers Are Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail. If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList:Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
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 ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are Private and confidential as detailed here:http://www.sug.com/disclaimers/default.htm#Mail. If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Summarizing checkbox field titles and values to one field
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 ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Summarizing checkbox field titles and values to one field
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 ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Summarizing checkbox field titles and values to one field
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 ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Summarizing checkbox field titles and values to one field
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 ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.orgattend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Summarizing checkbox field titles and values to one field
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
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
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Validating an ACTL Run-If statement against a search type menu value
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Validating an ACTL Run-If statement against a search type menu value
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
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 ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: change mgmt summary field
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 ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Need help understanding Set Fields in Filter processing
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 ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist:Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Need help understanding Set Fields in Filter processing
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Need help understanding Set Fields in Filter processing
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 ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Does an SRD affect a fields' default value?
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 ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist:Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Does an SRD affect a fields' default value?
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 ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Does an SRD affect a fields' default value?
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Remedy Support Vendors
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 ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Service Request is stuck
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. ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Data transfer between Incident and Service Request.
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. ___ NSUBSCRIBE or access ARSlist Archives atwww.arslist.org ttend wwrug10www.wwrug.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Data transfer between Incident and Service Request.
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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: LDAP error
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 ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.orgattend wwrug10www.wwrug.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Service Request Management Portal best practices-disabling Add to cart Button
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. ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Service Request Management Portal best practices-disabling Add to cart Button
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. ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Attachment works in WUT but not in Web Client
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 ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Attachment works in WUT but not in Web Client
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_ ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: SRM issue
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 ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: CAI:AppRegistry available entries in ACTL for TMS:Task form
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
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 ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
CAI:AppRegistry available entries in ACTL for TMS:Task form
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: {Remedy ARS} Re: Mulitple Check boxes on Advance Interface Forms
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. ___ NSUBSCRIBE or access ARSlist Archives atwww.arslist.org ttend wwrug10www.wwrug.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are -- You received this message because you are subscribed to the Google Groups Remedy ARS group. To post to this group, send email to arsl...@googlegroups.com. To unsubscribe from this group, send email to arslist+unsubscr...@googlegroups.com. For more options, visit this group athttp://groups.google.com/group/arslist?hl=en.- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: {Remedy ARS} Re: Mulitple Check boxes on Advance Interface Forms
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. ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are _attend WWRUG10www.wwrug.comARSlist: Where the Answers Are_ _attend WWRUG10www.wwrug.comARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are -- You received this message because you are subscribed to the Google Groups
Mulitple Check boxes on Advance Interface Forms
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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Advance Interface Form - really basic question
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. ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Advance Interface Form - really basic question
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 ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist:Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
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 ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist:Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Advance Interface Form - really basic question
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
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
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 ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Using Escalation with form CHG:ChangeInterface_Create
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 ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Using Escalation with form CHG:ChangeInterface_Create
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Adding field to Task table on Change Infrastructure form
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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Assignment Engine - can it be used for just one group
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! ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:www.rmsportal.comARSlist: Where the Answers Are _ Doug Blair Remedy Skilled Professional doug at blairing dotcom +1 224-558-5462 Sent from my Treo, usual caveats apply ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:www.rmsportal.comARSlist: Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Assignment Engine - can it be used for just one group
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! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: adding field to overview console and field type
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 ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:www.rmsportal.comARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:www.rmsportal.comARSlist:Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:www.rmsportal.comARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:www.rmsportal.comARSlist:Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:www.rmsportal.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:www.rmsportal.comARSlist: Where the Answers Are- Hide quoted text - - Show quoted text
adding field to overview console and field type
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: adding field to overview console and field type
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 ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:www.rmsportal.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:www.rmsportal.comARSlist: Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: adding field to overview console and field type
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 ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:www.rmsportal.comARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:www.rmsportal.comARSlist:Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:www.rmsportal.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:www.rmsportal.comARSlist: Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: rrrLoginConv help requested
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
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 ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum
rrrLoginConv help requested
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
AREA LDAP
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
