Mid-Tier Browser Mac issue
Hi List, We have a Mac user who, upon visiting a link to an entry in a form via web browser, gets presented with a blank page. The same link will load without problem on Windows machines, but it seems that it won't load on a Mac. We've tried Safari and Firefox on a Mac in the office with the same result. I checked the compatibility matrix and see that Firefox is supported on Mac OS 10.1+ so I wanted to see if you had any thoughts. ARS ITSM 7.0.1 p003, MS SQL, Windows Server 2003. Thanks, -Matt Matthew C. Gayford Application Developer Remedy Administrator University of North Carolina Wilmington (910) 962-7177 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Remedy Pinnacle Integration
Listers, Has anyone out there done a Remedy and Pinnacle integration? We are running ARS ITSM 7.0.1 and have Pinnacle 5 (but are upgrading to 6). Our folks in Telecomm are looking to purchase the Pinnacle API but essentially all it will do is create an incident management ticket and close it when the Pinnacle entry is completed. Is this something we could complete via the Remedy API instead? Anybody out there have any advice before purchasing the Pinnacle API? Thanks, -Matt Matthew C. Gayford Application Developer Remedy Administrator University of North Carolina Wilmington (910) 962-7177 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Vista Issues with 7.0 User tool.
Hi Kevin, I'm running the 7.0.01 patch 003 client tool on Windows Vista Enterprise edition and haven't had any errors. Perhaps you need a newer version? -Matt Matthew C. Gayford Application Developer Remedy Administrator University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Begosh, Kevin Sent: Tuesday, December 16, 2008 1:28 PM To: arslist@ARSLIST.ORG Subject: Vista Issues with 7.0 User tool. ** We are currently having some issues with a Vista user enterprise edition with the user tool. He is using the user tool version 7.0 and when he clicks on any of the quick links or navigation bars nothing happens. He is able to open forms from the object list but none of the quick links appear to work. We are on AR Server 7.1 patch 4, UNIX OS. Has anyone heard of this or had any issue with this. BMC said that there has been no reports of any issues with this. Kevin Begosh, RSP 301-791-3540 Phone 410-422-3623 Cell __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: SQL Reporing Services - making sense of Remedy Table structure
Neil, I do all of our Remedy reports in SSRS. If you use the views, you should be able to query off of HPD:Help Desk and set the group parameter on the report to the assigned support group field, then do a count for each group. The assignment log form will show you all assignments, both past and present. You'll want to look at the help desk form for the current ones, unless you want to add some data parameters to the report if you stick with the assignment log. HTH, -Matt Matthew C. Gayford Application Developer Remedy Administrator University of North Carolina Wilmington (910) 962-7177 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of npeterson Sent: Sunday, November 23, 2008 5:32 PM To: arslist@ARSLIST.ORG Subject: Re: SQL Reporing Services - making sense of Remedy Table structure Thanks both of you - this advice had gotten me almost to where I need to be. One wierd thing I've noticed is that in the HPD_HelpDeskAssignmentLogJoin table (the table I believe has what I need in it) , there are two rows for each submitted incident. The difference is on the Request_ID - one will be something like INC5(HDA565) and the second will be something like INC5(HDA249) This is causing all of my reports to some out double. I've tried to filter this down using fields like actual duration second and while it did get the numbers down thay were not acurate. Has any had to deal with something like this before or have any advice? Thanks neilp Drew Shuller wrote: npeterson, query the views instead. Or look for the Database Guide in the documentation. Drew ERCOT I am hoping to user SQL Reporting services to create some Remedy reports, however I can not make one bit of sense of the tables in this Database. We are using Remedy IT Service Management 7.0 - DB is on SQL server 2005. A sample report would just be count all tickets currently assigned to a specific support group. I can not find any reference to support groups, open incidents, support personnel, etc. Is there some secret or guide on what data is stored where? For the record I am not a remedy guy, I just happen to admin the system and have been given some reporting requirement that can not be met with the integrated reporting tools. Thanks -- View this message in context: http://www.nabble.com/SQL-Reporing-Services---making-sense-of-Remedy-Table-structure-tp20626113p20626113.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- View this message in context: http://www.nabble.com/SQL-Reporing-Services---making-sense-of-Remedy-Table-structure-tp20626113p20651835.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Reporting question - count of tickets open at a particular point in time
Hi Julie,
Are you trying to do the report in Remedy or are you using another tool? If
you're doing it in Remedy, you can have a macro simply run the query and use
the $DATE$ keyword to get the results you wanted. If you're using SSRS, you can
do the same thing and set up a subscription to the report that fires on
Wednesday nights and emails the result.
-Matt
Matthew C. Gayford
Application Developer Remedy Administrator
University of North Carolina Wilmington
(910) 962-7177
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Julie L Kanakanui JLKANAKA
Sent: Monday, November 24, 2008 9:08 AM
To: arslist@ARSLIST.ORG
Subject: Reporting question - count of tickets open at a particular point in
time
**
Hello, Wondering if anyone might have suggestion for best way to obtain
snapshot stats of # of Cases open at a particular time each week (say, midnight
on Wednesdays).
I can run a Query with a search like:
'Created' = 10/9/2008 AND ('Resolved' 10/9/2008 OR 'Status*'
Resolved)
which selects Cases that were created up to and including 12:00am at midnight
and that were either resolved after that point or are still not resolved at
time of search. But obviously this would need to be run once each week...
Trying to figure out if there's another way to do this where a date range could
be entered and this stat collected for each week included.
This is not the first time I've been asked about getting snapshop-in-time stats
for open tickets and I'm hoping others may suggestions. We are currently on
Remedy 6.x, but moving to 7.x, so solutions/suggestions in either would be
welcome.
Thanks,
Julie
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Re: Searching Diaries WAS: Intermittent, Spotty ARS Performance
Just turn off the advanced search option from the Form - Current View - Properties - Menu Access menu. -Matt Matthew C. Gayford Application Developer Remedy Administrator University of North Carolina Wilmington (910) 962-7177 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser, Norm E CIV USAF AFMC 96 CS/SCCE Sent: Monday, November 24, 2008 3:39 PM To: arslist@ARSLIST.ORG Subject: Re: Searching Diaries WAS: Intermittent, Spotty ARS Performance How do you block searches done on the Advanced Query Bar? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rootuja Ghatge Sent: Monday, November 24, 2008 2:35 PM To: arslist@ARSLIST.ORG Subject: Re: Searching Diaries WAS: Intermittent, Spotty ARS Performance We prevent our users from searching the work log on production server via an active link firing on search. It's a given performance killer. They have to use the reporting server to search the work log. HTH, Rootuja _ Rootuja Ghatge Senior Application Developer CenterBeam, Inc. 30 Rio Robles San Jose, CA 95134 Direct (408) 750-0718 Fax (408) 750-0559 http://www.centerbeam.com This email may contain confidential and privileged material for the sole use of the intended recipient. Any review or distribution by others is strictly prohibited. If you are not the intended recipient please contact the sender and delete all copies. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser, Norm E CIV USAF AFMC 96 CS/SCCE Sent: Monday, November 24, 2008 12:19 PM To: arslist@ARSLIST.ORG Subject: Searching Diaries WAS: Intermittent, Spotty ARS Performance OK, I'm pretty confident the problem was being caused by users constantly searching the worklog diary field on a form with 200,000+ tickets. I was able to reproduce the behavior multiple times by doing a diary search myself. So...that leads me to wonder, how do the rest of the ARSListers handle diary searches? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Michaud, Christopher W Mr CTR USA MEDCOM USAMITC Sent: Monday, November 24, 2008 11:20 AM To: arslist@ARSLIST.ORG Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED) Classification: UNCLASSIFIED Caveats: NONE Norm, You may want to look closer at the SQL side. Look for locks. Perhaps someone querying a diary or un-indexed field. Also, are you using SQL replication? In particular, are snapshots turned on? Christopher Michaud -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser, Norm E CIV USAF AFMC 96 CS/SCCE Sent: Monday, November 24, 2008 11:03 AM To: arslist@ARSLIST.ORG Subject: Intermittent, Spotty ARS Performance ** Hi everyone: This problem has me perplexed. At a site I support, the Remedy server inexplicably stops responding to requests. It's very intermittent. It runs fine for awhile, then seemingly without warning, it just hangs. Users attempting to log on get stuck at the Setting server port dialog, which eventually times out. Other users who are already logged who try to pull up a ticket get stuck at a blank screen that never comes back. To resolve the issue, they have to bounce the Remedy server service. The system works for awhile...until it hangs up again. Any ideas what might be causing this? - I have monitored CPU utilization when this occurs, and the CPU hums along at about 3% - 5% utilization - Network utilization is flat-lined whenever this occurs (i.e., no spike) - Memory utilization appears normal - CNET bandwidth tests resolve to better than dedicated T1 performance (for what that's worth) Any thoughts are greatly appreciated. The interesting thing is, we have the same exact Remedy apps running on the same exact type of server in the same exact environment in four other locations, and those four other locations never experience any problems. Norm Remedy ARS 6.3 Microsoft SQL 2000 SP4 Microsoft Windows 2000 SP2 100% Custom Apps - No ITSM __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Classification: UNCLASSIFIED Caveats: NONE ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___
Re: Escalation Action Changing Pushed Field RESOVLED
It turns out that the problem is with the admin tool. We're running 7.0.01p003 and the issue was resolved in patch 4. -Matt Matthew C. Gayford Application Developer Remedy Administrator University of North Carolina Wilmington (910) 962-7177 From: Gayford, Matthew C. [EMAIL PROTECTED] Date: Fri, 17 Oct 2008 09:53:00 -0400 Subject: Escalation Action Changing Pushed Field List, I've got an escalation that pushes values from HPD:Help Desk to a staging form. One of the values I want to push is $Status History.Resolved.USER$. However, each time I select that field or type it in and press modify action, it switches it to $Status History.New.USER$. Has anyone seen this before? Any suggestions? Go home early? ARS ITSM 7.0.01p003, MSSQL 05 Thanks, Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ARS for non Trouble Ticketing applications
I wrote a workshop enrollment application for all of our IT training. I also wrote an application for Application Developer and IT project requests that requires the requester and their supervisor to sign-off on projects as we work on them. I'm currently working on an application to track professional development in the division. -Matt Matthew C. Gayford Application Developer Remedy Administrator University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of sam appecherla Sent: Friday, November 14, 2008 11:22 AM To: arslist@ARSLIST.ORG Subject: ARS for non Trouble Ticketing applications ** Hi List, Just curious to know.. Apart from using Remedy for HelpDesk, Trouble Ticketing and the kinds, what else can we do with this workflow engine for? Does anyone have a custom built product/application built on ARS apart from Trouble Ticketing kinds that you would like to share? Regards, SriSamSri Appecherla Mobile# +91 991 610 6008 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Date Time Question
Hi Eli, We wrote a function to handle it for us so we don't have to keep re-writing the dateadd in SSRS. CREATE function [dbo].[udfTimeStampToDate]( @numSeconds int ) returns datetime as begin set @numSeconds = @numSeconds + (60 * 60 * -5) return dateadd(ss, @numSeconds, '01-01-1970 00:00:00') end -Matt Matthew C. Gayford Application Developer Remedy Administrator University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Eli Schilling Sent: Wednesday, November 05, 2008 4:20 PM To: arslist@ARSLIST.ORG Subject: Date Time Question ** Hey list! I was wondering if anyone out there is using reporting services or direct SQL to report out of the ARSYstem database. If so, how are you dealing with the date conversion and daylight savings time? I'm using the following to convert the date time (i'm in the PST time zone) dateadd(ss, (convert(int, b.T4))+(3600*-8), '01-01-1970 00:00:00') So during the summer I do (3600*-7) but then for daylight savings I have to go -8. Thanks! Eli The contents of this message, together with any attachments, are intended only for the use of the individual or entity to which they are addressed and may contain information that is legally privileged, confidential or otherwise exempt from disclosure. If you are not the intended recipient, you are prohibited from disseminating, distributing, or copying this message or any attachment. If you have received this message by mistake, please let the sender know by email reply and immediately delete this message, along with any attachments, from your system. Thank you. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question on Active Link for Work Log from Helpdesk
Hi Tim, Here's my best guess: I think the confusion here comes from the button itself. The button is labeled close and not cancel, so it doesn't cancel an entry. The purpose of it firing on close is so it can recalculate the number of inbound/outbound entries. For instance, if a user hits view and changes the work info type, it may switch whether it counts for inbound/outbound and then the app has to recalculate the count. It still doesn't make a lot of sense but ITSM doesn't always do a good job of that either. -Matt Matthew C. Gayford Application Developer Applied Technology Researcher University of North Carolina Wilmington (910) 962-7177 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Timothy Rondeau Sent: Wednesday, November 05, 2008 1:37 PM To: arslist@ARSLIST.ORG Subject: Question on Active Link for Work Log from Helpdesk Hi, We are running 7.0.1 patch 2 on Windows with SQL 2000. I am trying to understand the process around viewing a worklog on the Helpdesk form. Basically the Active Link does the following: HPD:INC:DetailWorkLog_101_BoundCount Open on Helpdesk Form with selection of View button: Set z1D Integer06 = $Communication Type$ Set Inbound = $LASTCOUNT$ Set zID Integer06 = $NULL$ Set zID Integer06 = $Communication Type$ Set Outbound = $LASTCOUNT$ Set zID Integer06 = $NULL$ Push Fields: Back to Incident updates fields: Outbound = $Outbound$ Inbound = $Inbound$ So everytime someone selects Cancel on the WorkLog, the Incident is updated. This is out of the box AL, does anyone know why this is being used in this way. I can see on save, but not on cancel. I am thinking I will need to rewrite this to happen on the worklog instead when Save is selected. Just looking for a little understanding on what this Inbound and Outbound count might be used for. Thanks Tim ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Generating email notifications from within the requester console.
Neil, Take a look at the form called Email System. You can use that as a template for your sendmail form. Then it's just a matter of placing a button in the incident management application to call the form and writing workflow to push the data back to the work log. Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of npeterson Sent: Monday, October 20, 2008 10:23 AM To: arslist@ARSLIST.ORG Subject: Generating email notifications from within the requester console. I am working with Remedy service desk 7.0 and have recently received a request to have a modification put into place that will allow a technician generate an update email from within the remedy console. I’m envisioning something like a field where I can make updates to the incident, push a button, which generates an email to the requester and also updates the incident. Does anyone have something like this in place, or any recommendations on how to achieve something like this? Thanks neilp -- View this message in context: http://www.nabble.com/Generating-email-notifications-from-within-the-requester-console.-tp20068642p20068642.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Escalation Action Changing Pushed Field
List, I've got an escalation that pushes values from HPD:Help Desk to a staging form. One of the values I want to push is $Status History.Resolved.USER$. However, each time I select that field or type it in and press modify action, it switches it to $Status History.New.USER$. Has anyone seen this before? Any suggestions? Go home early? ARS ITSM 7.0.01p003, MSSQL 05 Thanks, Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Dupliate Emails
List, We have a few users sporadically report that they are receiving duplicate emails from the incident management module. Most have been the group assignment emails. Today we also found that emails from some of our custom applications are being duplicated as well. So far there is no consistent pattern in the duplication of messages. It has happened to staff in different support groups across the company, but never occurs in bunches. We do have archiving enabled on the AR System Email Messages form. We are using POP3 STMP for the mailbox configuration and we're running ARS/ITSM 7.0.01 p003. Thanks in advance, Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Work Log Update Notification
Kiran, You can accomplish all of this with customizations. For the first issue, you can create filter that emails the requester each time an entry is made to the Work Info form. You can also have email directed to Remedy's incoming mailbox and then set up a series of filters with a staging form to push that data to the appropriate ticket. -Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of kiran kodali Sent: Wednesday, September 24, 2008 1:03 PM To: arslist@ARSLIST.ORG Subject: Work Log Update Notification ** Hi all, Incident Management 7.0.03, Patch 07 Can the users or requestors be notified via email, when a work log entry is added to a ticket? Can we configure it in Out of Box I (if so, where can i configure it?) or do we need to customize it? Can the user's email replies be added to a ticket? Please let me know if we can configure it in email engine. -- Regards, Kiran Kodali Ph: 940-231-8524 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Priorities in Incident Management .
Kiran, What forms did you modify? I'm guessing SRM:Request and HPD:HelpDesk, correct? Did you modify HPD:IncidentInterface_Create? Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of kiran kodali Sent: Monday, September 22, 2008 11:34 AM To: arslist@ARSLIST.ORG Subject: Re: Priorities in Incident Management . ** Hi, I modified all the existing Priority and Impact fields. When i associate a Priority 5 to a summary , it is giving the following error. ERROR: When i create a request from Requester Console, it is not generating a request ID or the value in Request ID = In Process. ( I am talking abt 'My request' table) When i see this particular Error record in SRM: Request form, the App Event Status under Change/Incident Data Tab = Error. Change/Incident Data -- App Event Status = Error Error Code: 552 and Error Message :ARCreateEntry - Failure during SQL operation to the databaseThe statement has been terminated.Cannot insert the value NULL into column 'C7', table 'ARSystem.dbo.T976'; column does not allow nulls. INSERT fails. (SQL Server 515) Column C7 = 'Status' Field in SRM:Request. Please help me, if you have any ideas. On Wed, Sep 3, 2008 at 12:53 PM, Joe DeSouza [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] wrote: ** Kiran, Yes you would since there may be workflow that pushes values from it to another form.. you will need to find all bits of workflow that pushes values from this field to other forms and modify the corresponding field in those other forms accordingly.. Joe - Original Message From: kiran kodali [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Sent: Wednesday, September 3, 2008 3:39:44 PM Subject: Priorities in Incident Management . ** Hi All, Did anybody here, play with the Priorities in Incident Management? Out of Box, has 4 priorities defined based on Urgency and Impact values. I am trying to add a new priority, say '5'. Since the Priority field used in several forms has a Drop down list ( not a menu), do i need to find the priority field, where ever it is used and have to update each field by adding Priority '5'. Did any body worked on the same issue? or please let me know if you have any suggestions. Thanks -- Kiran Kodali Ph: 940-231-8524 __Platinum Sponsor: www.rmsportal.comhttp://www.rmsportal.com/ ARSlist: Where the Answers Are html___ -- Kiran Kodali Ph: 940-231-8524 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Error while saving Active Link
You might also want to refresh the active link list to ensure that there is not a duplicate. You might have saved it previously and not refreshed the list. Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L. Sent: Monday, September 15, 2008 1:21 PM To: arslist@ARSLIST.ORG Subject: Re: Error while saving Active Link ** I can't say that I've ever had that problem. Make sure that you're selecting Save and not Save As. That's the only thing I can think of. Andy L. Mayfield Sr. System Operation Specialist Alabama Power Company Office: 205-226-1805 Cell: 205-288-9140 SoLinc: 10*19140 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of kiran kodali Sent: Monday, September 15, 2008 11:03 AM To: arslist@ARSLIST.ORG Subject: Error while saving Active Link ** Hi All, I am getting this error msg, when i save the below AL Duplicate active link name : NDU:HPD:COI:IMOsConsole_100_OpenView (ARERR 345). There is no existing AL with the same name. Please let me know your ideas on, why this error is occuring. Thanks -- Kiran Kodali Ph: 940-231-8524 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Error while saving Active Link
I usually just search the archives on Nabble (http://www.nabble.com/ARS-(Action-Request-System)-f716.html) or the Google group to get more information. -Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of kiran kodali Sent: Monday, September 15, 2008 1:33 PM To: arslist@ARSLIST.ORG Subject: Re: Error while saving Active Link ** Thanks Andy, I don't know why that error occurred but, now its Ok. It is not interrupting my work now. Is there a place, where we can find info about these errors ( referring to ARERR 345). On Mon, Sep 15, 2008 at 1:20 PM, Mayfield, Andy L. [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] wrote: ** I can't say that I've ever had that problem. Make sure that you're selecting Save and not Save As. That's the only thing I can think of. Andy L. Mayfield Sr. System Operation Specialist Alabama Power Company Office: 205-226-1805 Cell: 205-288-9140 SoLinc: 10*19140 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of kiran kodali Sent: Monday, September 15, 2008 11:03 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Error while saving Active Link ** Hi All, I am getting this error msg, when i save the below AL Duplicate active link name : NDU:HPD:COI:IMOsConsole_100_OpenView (ARERR 345). There is no existing AL with the same name. Please let me know your ideas on, why this error is occuring. Thanks -- Kiran Kodali Ph: 940-231-8524 __Platinum Sponsor: www.rmsportal.comhttp://www.rmsportal.com/ ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.comhttp://www.rmsportal.com/ ARSlist: Where the Answers Are html___ -- Kiran Kodali Ph: 940-231-8524 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Form Definition
Is anyone out there running Change Management 7.0.02? I'm looking for the def file for the form CHG:Associations-CI Join. If you have a copy I would greatly appreciate it. Thanks, Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: simple issue for change field.....help meeee
Just use the OPERATION keyword as a qualifier and set the field's change property accordingly. Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of gok's Sent: Wednesday, August 27, 2008 3:50 PM To: arslist@ARSLIST.ORG Subject: simple issue for change field.help m I want to change a filed --in new as read only In search--- read /write only In modifyread only can any one help me please:-) -- View this message in context: http://www.nabble.com/simple-issue-for-change-field.help-m-tp19188394p19188394.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Urgent-Regular form Save action not able to retrieve current record
See Gary Opela's thread from two days ago for insight into this: If it's ITSM, there's a user preference that will open the last record after save. If it's custom, you can integrate it with ITSM to get that behavior. Alternatively, you can write an Active Link to do so for you. Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jomonm Sent: Friday, August 08, 2008 8:04 AM To: arslist@ARSLIST.ORG Subject: Urgent-Regular form Save action not able to retrieve current record I am doing a save on a regular form using the save button. I wanted to keep the current record after the save, but the form returns with blank values in the fields. Kindly help. -- View this message in context: http://www.nabble.com/Urgent-Regular-form-Save-action-not-able-to-retrieve-current-record-tp18890670p18890670.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Virtual machines....
We've got two boxes (one for dev and one for test) running ARS ITSM 7.0.1. I haven't had any problems at all! Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Richard Copits Sent: Friday, August 08, 2008 9:29 AM To: arslist@ARSLIST.ORG Subject: Virtual machines ** Does anyone have Remedy 7.1 running on a virtual machine? Or another version of Remedy running on a virtual machine? If so, what are your experiences with it. All comments, thoughts, observations both pro and con are appreciated. Thanks! Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Incident Management Console losing sort
Hi List, I noticed today that the form HPD:Incident Management Console will no longer let users click the summary column and sort the ticket list. It works with all of the other columns, but nothing happens when the summary column is clicked. Our test box is working fine and the sort is correct on that install. Any thoughts? Thanks, Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Incident Management Console losing sort
The strange behavior is happening on both the user tool and the mid-tier. We're running ARS ITSM 7.0.01 patch 003. Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Chowdhury, Tauf Sent: Thursday, July 31, 2008 9:22 AM To: arslist@ARSLIST.ORG Subject: Re: Incident Management Console losing sort ** Matt, Can you provide more info? Is it happening on both the User tool and the mid-tier or just 1 of the 2? What version of AR System? Tauf Chowdhury | Forest Laboratories, Inc. Sr. Analyst Office: 631.858.7765 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Thursday, July 31, 2008 8:52 AM To: arslist@ARSLIST.ORG Subject: Incident Management Console losing sort Hi List, I noticed today that the form HPD:Incident Management Console will no longer let users click the summary column and sort the ticket list. It works with all of the other columns, but nothing happens when the summary column is clicked. Our test box is working fine and the sort is correct on that install. Any thoughts? Thanks, Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 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. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Incident Management Console losing sort
It didn't make any difference. But, I did notice that when I right click inside the table and click the sort submenu, the summary field is not an available sort option. I opened the form in the admin tool and don't see anything listed under the sort/levels tab. Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Thursday, July 31, 2008 9:43 AM To: arslist@ARSLIST.ORG Subject: Re: Incident Management Console losing sort Have you tried right clicking on the table and choosing reset - just a guess. On Thu, Jul 31, 2008 at 9:37 AM, Gayford, Matthew C. [EMAIL PROTECTED] wrote: ** The strange behavior is happening on both the user tool and the mid-tier. We're running ARS ITSM 7.0.01 patch 003. Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Chowdhury, Tauf Sent: Thursday, July 31, 2008 9:22 AM To: arslist@ARSLIST.ORG Subject: Re: Incident Management Console losing sort ** Matt, Can you provide more info? Is it happening on both the User tool and the mid-tier or just 1 of the 2? What version of AR System? Tauf Chowdhury | Forest Laboratories, Inc. Sr. Analyst Office: 631.858.7765 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Thursday, July 31, 2008 8:52 AM To: arslist@ARSLIST.ORG Subject: Incident Management Console losing sort Hi List, I noticed today that the form HPD:Incident Management Console will no longer let users click the summary column and sort the ticket list. It works with all of the other columns, but nothing happens when the summary column is clicked. Our test box is working fine and the sort is correct on that install. Any thoughts? Thanks, Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 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. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Requestor Console - Submitted Requests never Generate a Request ID
Roger is exactly right. To get there, click on the Requester Console link and in that window, click on Request Error and then View Requests with Errors. You should see the requests that were submitted in there. Click on a record and then check the Change/Incident Data tab for the details of the error and the events. Good luck! Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Roger Justice Sent: Thursday, July 03, 2008 1:52 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Requestor Console - Submitted Requests never Generate a Request ID ** You have to insure that the Incident and Change Auto Assignment has at least one entry or the Incident creation will fail due to no Support group to assign to. Open the Service request that was created and you will see in the error log on the form that there is not assignment available. -Original Message- From: Bilinski, John [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thu, 3 Jul 2008 12:31 pm Subject: Re: Question: Requestor Console - Submitted Requests never Generate a Request ID ** No I do not have the assignment routing turned on for the Requestor Console. This is my first time with the Requestor console, which ITSM 7.0.3 Manual do you suggest I look at to see all of the Console configurations. I am looking at the Incident and it just shows me how to use. Should I be looking at the ITSM Configuration Manual for more information? What do You suggest? Thanks. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG mailto:[EMAIL PROTECTED] ] On Behalf Of Scott Parrish Sent: Thursday, July 03, 2008 1:24 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Requestor Console - Submitted Requests never Generate a Request ID ** Do you have group assignment routing set up for the requests that come in via the requester console? Scott Parrish IT Prophets, LLC (770) 653-5203 www.itprophets.com http://www.itprophets.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG ] On Behalf Of Bilinski, John Sent: Thursday, July 03, 2008 1:22 PM To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG Subject: Question: Requestor Console - Submitted Requests never Generate a Request ID I have a question: When I am using the Requestor Console as a requestor in Multi-Tenancy Mode I am getting an error when submitting an request through the Requestor Console interface as a requestor. When I submit the request the request never generates and the Request ID is In Process no matter how many times I refresh. Also when I sign in as a support-staff Incident User from Company A I cannot find the ticket. The requestor account that I am using is in Company A with a login, password and access to Company A data, as well as a Read license. Why are the requests he is submitting not generating? Thanks. __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ The Famous, the infamous, the lame - in your browser. Get the TMZ Toolbar Now http://toolbar.aol.com/tmz/download.html?NCID=aolcmp000514 ! __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Service Request App Event Status
JR, We have the same issue on our server as well (ITSM 7 patch 003). Even though everything is processed the app event status remains error. The only difference is that the request id field changed from in progress to an incident number. Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Janie Sent: Thursday, July 03, 2008 12:22 PM To: arslist@ARSLIST.ORG Subject: Service Request App Event Status ** Hi, I was hoping someone may have some insight into the Service Request module. When a service request has an error on it, you can go into the Requester module and View Requests with Errors. With a Request that has errors, you can click on the Change/Incident Data tab and click 'Reset Error' or 'View Events'. When I click on View Events and 'Retry' the process, the error is resolved and the CAI Event is removed. What I am wondering is why the App Event Status on the Service Request remains on 'Error'. This occurs whether or not I choose Reset Error before View Events / Retry. It seems to me that the App Event Status should return to a status of 'OK' after the Error is removed. I'm wondering if the App Event Status remaining at Error is normal or if there is a disconnect in the system somewhere. ITSM 703 P7 Thanks, JR __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Need Stats on ITSM Licensing Usage
Hi Ranjith, You can use the Application Statistics Configuration form to set up logging for the applications installed on your server. Once you have it configured, statistics will be pushed to the application statistics form as a snapshot. You can report off the data in that form to get cumulative stats. HTH, Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ranjith Sent: Monday, June 23, 2008 9:47 AM To: arslist@ARSLIST.ORG Subject: Need Stats on ITSM Licensing Usage ** Hi All, How can we get a report that shows us the usage of all of the different ITSM License types? Thanks, Ranjith __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Forms in modifed state
I’m getting the same thing on our test server. This is also happening when I open up HPD:Help Desk. I didn’t get the typical “layout changes to improve performance” message though. Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David Sent: Tuesday, June 17, 2008 3:19 PM To: arslist@ARSLIST.ORG Subject: Re: Forms in modifed state I have also observed this behavior. If I remember correctly certain versions/patches of the admin tool were worse than others. I think there was a version that always prompted you to save every time you closed the form no matter how many times you had saved it before with no apparent changes. Dave - [EMAIL PROTECTED] (Wireless) - Original Message - From: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG Sent: Tue Jun 17 15:10:35 2008 Subject: Re: Forms in modifed state I've seen this happen as well - even when I don't touch a thing - it opens as SAVE immediately. The only thing I can think of is the Form was saved in an earlier version of Remedy and I have a newer patched version and it realizes this and wants me to SAVE. I usually save the Form. On 6/17/08, Joel Sender [EMAIL PROTECTED] wrote: ** When you opened the form did you get a pop-up saying that the field layout was automatically fixed? If yes, those are the modifications that would be 'lost' if you don't save the form. Also, if you accidentally moved a field, that mod could be lost. HTH, Joel *** Joel D. SenderDirector of Western Operations QMXS Support Services, Inc. www.QMXS.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Wirasat Siddiqi Sent: Tuesday, June 17, 2008 10:20 AM To: arslist@ARSLIST.ORG Subject: Forms in modifed state ** Can someone explain why when I open some of the forms in the admin tool are opened in a state thats requires to be saved before closing? For example, when I open CHG:InfratructureChange form and try to close it without doing any modification, it asks if I want to save the form before closing? Any idea. Thanks, Wirasat __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: New/Search Field Difference
Hi Masha, AFAIK the defaults are only set when the form is in new mode (listers please correct me if I'm wrong). Alternatively, you can write an active link to set the field to a value when $OPERATION$ = Query. HTH, Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Masha Bench Sent: Tuesday, June 17, 2008 3:54 PM To: arslist@ARSLIST.ORG Subject: New/Search Field Difference ** Greetings Listers, I really hope this will make sense. I am inheriting couple-year-old system and have a question about NEW/SEARCH form appearance. I have a form that has defaults set for several fields in New state but in Search they are blank. At first I thought this would be set in view's but I am not finding anything like that. Does anyone have any idea where the defaults would be set that would differ between NEW and SEARCH modes? I have ARS6.3 with Help Desk. Thank you, Masha Bench __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: New/Search Field Difference
Right, unless you were to write active links that set all of the defaults. Using that method would allow you to customize which fields are defaulted. Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Masha Bench Sent: Tuesday, June 17, 2008 4:35 PM To: arslist@ARSLIST.ORG Subject: Re: New/Search Field Difference ** First of all thank you for the answers. J Correct me if I am wrong: There is no way to set defaults for CERTAIN FIELDS ONLY in SEARCH mode. Tools - Options-Behavior in User Tool will make is so that defaults displayed for ALL forms in SEARCH mode on per user basis. Masha Bench From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Tuesday, June 17, 2008 2:12 PM To: arslist@ARSLIST.ORG Subject: Re: New/Search Field Difference ** In the User Tool, look in your Tools -- Options -- Behaviors. You will be able to set the behavior you want there. Rick On Tue, Jun 17, 2008 at 12:53 PM, Masha Bench [EMAIL PROTECTED] wrote: ** Greetings Listers, I really hope this will make sense. I am inheriting couple-year-old system and have a question about NEW/SEARCH form appearance. I have a form that has defaults set for several fields in New state but in Search they are blank. At first I thought this would be set in view's but I am not finding anything like that. Does anyone have any idea where the defaults would be set that would differ between NEW and SEARCH modes? I have ARS6.3 with Help Desk. Thank you, Masha Bench __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Pushing Attachments
I actually was digging around the archives this morning and found a post by Mary Dollus (Apr, 2008) citing the same defect case. I checked the defects database online and it doesn't have any solution or details attached to it. I ended up putting in a call to BMC and the tech told me that patch 8 (due out later this month) would fix it. I told him that we most likely won't patch and he said he will check with the development team for a hotfix. We'll see what happens with that...if I don't hear back from them soon I'll will most likely start filter logging and trying to mend that workflow. Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Danaceau, Chris Sent: Thursday, June 12, 2008 2:11 PM To: arslist@ARSLIST.ORG Subject: Re: Pushing Attachments ** We're using the Incident Interface forms and encountered numerous bugs around data getting pushed to the correct destination. One of the documented defects was around attachments. The BMC defect ID was SW00263546 if you want to look it up on BMC support.. We actually wound up fixing it in house. I wasn't the developer so I can't give specific details on that resolution. -- Chris Danaceau 703-833-2459 This e-mail and its attachments are confidential and solely for the intended addressee(s). Do not share or use them without Fannie Mae's approval. If received in error, contact the sender and delete them. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Wednesday, June 11, 2008 1:47 PM To: arslist@ARSLIST.ORG Subject: Re: Pushing Attachments ** Ah - thanks for the info on those fields. The IncidentInterface_Create does push to HPD:WorkLog. If you look at the filter HPD:HII:CreateIncident_210_CreateWorkInfo you can see it happening. Now that I'm looking at my logs a bit closer, I don't see anything pushing the z2AF_Act_Attachment_1 field off of HPD:IncidentInterface_Create... Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A. Sent: Wednesday, June 11, 2008 1:39 PM To: arslist@ARSLIST.ORG Subject: Re: Pushing Attachments ** I think those Attachment fields are Display Only. I dont think its possible to use those fields to store the attachments from the IncidentInterface_Create. Those fields are used so when you fill out a Incident ticket it will push those attachment you put in those fields to HPD:Worklog. Let me see if IncidentInterface_Create pushes to HPD:Worklog though. Thanks Peter Lammey ESPN MIT Technical Services Applications Management 860-766-4761 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Wednesday, June 11, 2008 1:33 PM To: arslist@ARSLIST.ORG Subject: Re: Pushing Attachments ** There are 3 fields on the HPD:Help Desk form (z2AF_Act_Attachment_1, z2AF_Act_Attachment_2, z2AF_Act_Attachment_3) in the attachment pool labeled z2AP_Attachment. I was hoping that the HPD:IncidentInterface_Create form would push them to that location. I suppose the alternative is to write separate workflow that pushes the attachment to the work info form, but I was hoping to avoid that. Thanks, Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A. Sent: Wednesday, June 11, 2008 1:27 PM To: arslist@ARSLIST.ORG Subject: Re: Pushing Attachments ** Attachments for Incident 7.X seem to be handled in the Work Info form (or in this case HPD:Worklog). There actually arent any attachment fields on HPD:Help Desk so the workflow from HPD:IncidentInterface_Create would have to be pushing to that form with the attachment and the summary that you are using for the Incident so that the Work Info record can be created. We actually are not using this IncidentInterface_Create form for our Email ticket submits to AR System Email Messages so we havent noticed any issues on our end but the fact that Incident 7.0 stores it separate from the ticket may be the confusing part. Thanks Peter Lammey ESPN MIT Technical Services Applications Management 860-766-4761 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Wednesday, June 11, 2008 1:21 PM To: arslist@ARSLIST.ORG Subject: Pushing
Re: Pushing Attachments
Thanks Chris! Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Danaceau, Chris Sent: Thursday, June 12, 2008 2:26 PM To: arslist@ARSLIST.ORG Subject: Re: Pushing Attachments ** Looked up the defect. Here's what I found: 6. ADDITIONAL INFO: Filter HPD:HII:CreateIncident_210_CreateWorkInfo is not pushing the Attachment. -- Chris Danaceau 703-833-2459 This e-mail and its attachments are confidential and solely for the intended addressee(s). Do not share or use them without Fannie Mae's approval. If received in error, contact the sender and delete them. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Danaceau, Chris Sent: Thursday, June 12, 2008 2:11 PM To: arslist@ARSLIST.ORG Subject: Re: Pushing Attachments ** We're using the Incident Interface forms and encountered numerous bugs around data getting pushed to the correct destination. One of the documented defects was around attachments. The BMC defect ID was SW00263546 if you want to look it up on BMC support.. We actually wound up fixing it in house. I wasn't the developer so I can't give specific details on that resolution. -- Chris Danaceau 703-833-2459 This e-mail and its attachments are confidential and solely for the intended addressee(s). Do not share or use them without Fannie Mae's approval. If received in error, contact the sender and delete them. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Pushing Attachments
I've built some custom workflow that pushes incoming e-mail from the AR System E-mail Messages form to a staging form and then to HPD:IncidentInterface_Create. I successfully pushed the attachment field to the staging form and have a filter set up to push it to the IncidentInterface_Create form, however, the attachments are making it into Incident Management. I can see the field z2AF_Act_Attachment_1 does have the correct attachment in it when I look at the IncidentInterface_Create form, but it doesn't seem to want to push it out of there. Is there anything special I need to do to get that field to push out or is there a problem with the IncidentInterface_Create workflow? Thanks, Matt ARS ITSM, 7.01 p003, Windows Server '03, SQL Server '05 Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Pushing Attachments
There are 3 fields on the HPD:Help Desk form (z2AF_Act_Attachment_1, z2AF_Act_Attachment_2, z2AF_Act_Attachment_3) in the attachment pool labeled z2AP_Attachment. I was hoping that the HPD:IncidentInterface_Create form would push them to that location. I suppose the alternative is to write separate workflow that pushes the attachment to the work info form, but I was hoping to avoid that. Thanks, Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A. Sent: Wednesday, June 11, 2008 1:27 PM To: arslist@ARSLIST.ORG Subject: Re: Pushing Attachments ** Attachments for Incident 7.X seem to be handled in the Work Info form (or in this case HPD:Worklog). There actually arent any attachment fields on HPD:Help Desk so the workflow from HPD:IncidentInterface_Create would have to be pushing to that form with the attachment and the summary that you are using for the Incident so that the Work Info record can be created. We actually are not using this IncidentInterface_Create form for our Email ticket submits to AR System Email Messages so we havent noticed any issues on our end but the fact that Incident 7.0 stores it separate from the ticket may be the confusing part. Thanks Peter Lammey ESPN MIT Technical Services Applications Management 860-766-4761 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Wednesday, June 11, 2008 1:21 PM To: arslist@ARSLIST.ORG Subject: Pushing Attachments ** I've built some custom workflow that pushes incoming e-mail from the AR System E-mail Messages form to a staging form and then to HPD:IncidentInterface_Create. I successfully pushed the attachment field to the staging form and have a filter set up to push it to the IncidentInterface_Create form, however, the attachments are making it into Incident Management. I can see the field z2AF_Act_Attachment_1 does have the correct attachment in it when I look at the IncidentInterface_Create form, but it doesn't seem to want to push it out of there. Is there anything special I need to do to get that field to push out or is there a problem with the IncidentInterface_Create workflow? Thanks, Matt ARS ITSM, 7.01 p003, Windows Server '03, SQL Server '05 Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Please consider the environment before printing this e-mail. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Pushing Attachments
Ah - thanks for the info on those fields. The IncidentInterface_Create does push to HPD:WorkLog. If you look at the filter HPD:HII:CreateIncident_210_CreateWorkInfo you can see it happening. Now that I'm looking at my logs a bit closer, I don't see anything pushing the z2AF_Act_Attachment_1 field off of HPD:IncidentInterface_Create... Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A. Sent: Wednesday, June 11, 2008 1:39 PM To: arslist@ARSLIST.ORG Subject: Re: Pushing Attachments ** I think those Attachment fields are Display Only. I dont think its possible to use those fields to store the attachments from the IncidentInterface_Create. Those fields are used so when you fill out a Incident ticket it will push those attachment you put in those fields to HPD:Worklog. Let me see if IncidentInterface_Create pushes to HPD:Worklog though. Thanks Peter Lammey ESPN MIT Technical Services Applications Management 860-766-4761 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Wednesday, June 11, 2008 1:33 PM To: arslist@ARSLIST.ORG Subject: Re: Pushing Attachments ** There are 3 fields on the HPD:Help Desk form (z2AF_Act_Attachment_1, z2AF_Act_Attachment_2, z2AF_Act_Attachment_3) in the attachment pool labeled z2AP_Attachment. I was hoping that the HPD:IncidentInterface_Create form would push them to that location. I suppose the alternative is to write separate workflow that pushes the attachment to the work info form, but I was hoping to avoid that. Thanks, Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A. Sent: Wednesday, June 11, 2008 1:27 PM To: arslist@ARSLIST.ORG Subject: Re: Pushing Attachments ** Attachments for Incident 7.X seem to be handled in the Work Info form (or in this case HPD:Worklog). There actually arent any attachment fields on HPD:Help Desk so the workflow from HPD:IncidentInterface_Create would have to be pushing to that form with the attachment and the summary that you are using for the Incident so that the Work Info record can be created. We actually are not using this IncidentInterface_Create form for our Email ticket submits to AR System Email Messages so we havent noticed any issues on our end but the fact that Incident 7.0 stores it separate from the ticket may be the confusing part. Thanks Peter Lammey ESPN MIT Technical Services Applications Management 860-766-4761 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Wednesday, June 11, 2008 1:21 PM To: arslist@ARSLIST.ORG Subject: Pushing Attachments ** I've built some custom workflow that pushes incoming e-mail from the AR System E-mail Messages form to a staging form and then to HPD:IncidentInterface_Create. I successfully pushed the attachment field to the staging form and have a filter set up to push it to the IncidentInterface_Create form, however, the attachments are making it into Incident Management. I can see the field z2AF_Act_Attachment_1 does have the correct attachment in it when I look at the IncidentInterface_Create form, but it doesn't seem to want to push it out of there. Is there anything special I need to do to get that field to push out or is there a problem with the IncidentInterface_Create workflow? Thanks, Matt ARS ITSM, 7.01 p003, Windows Server '03, SQL Server '05 Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Please consider the environment before printing this e-mail. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Overview Console
Since you're calling ARDBC, you can just restart the plug-in server process instead of the entire Remedy Service. Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Audrey H Franklin Sent: Wednesday, May 14, 2008 10:59 AM To: arslist@ARSLIST.ORG Subject: Re: Question: Overview Console You will need to restart the Plug-in server. Audrey H. Franklin Senior Systems Analyst ITS-ECOMS New York University Tel: 212.998.1146 [EMAIL PROTECTED] - Original Message - From: T. Dee [EMAIL PROTECTED] Date: Wednesday, May 14, 2008 10:54 am Subject: Re: Question: Overview Console To: arslist@ARSLIST.ORG I added Assigned Group and added 3 new records to SHR:ARDBCFields. On 5/14/08, Gayford, Matthew C. [EMAIL PROTECTED] wrote: You shouldn't have to stop/restart anything unless you're making changes that call vendor forms. Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Wednesday, May 14, 2008 10:42 AM To: arslist@ARSLIST.ORG Subject: Question: Overview Console Currently when I make changes to the Overview Console I STOP and RESTART Remedy Services. Is there another way of restting the Overview Console without stopping and restarting Remedy Services? Thanks! Ty ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Overview Console
You shouldn't have to stop/restart anything unless you're making changes that call vendor forms. Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Wednesday, May 14, 2008 10:42 AM To: arslist@ARSLIST.ORG Subject: Question: Overview Console Currently when I make changes to the Overview Console I STOP and RESTART Remedy Services. Is there another way of restting the Overview Console without stopping and restarting Remedy Services? Thanks! Ty ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
RES: Retrieving Incident Number
Thanks Roger, that did the trick. Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Roger Justice Sent: Friday, May 09, 2008 4:23 PM To: arslist@ARSLIST.ORG Subject: Re: Retrieving Incident Number ** You will need a field on the Incident Create that references the InstanceID or Request ID of your staging form and then a filter where Incident Number is not NULL and the Reference Number is Not NULL to push the value back to your staging form. -Original Message- From: Gayford, Matthew C. [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Fri, 9 May 2008 3:06 pm Subject: Retrieving Incident Number ** Happy Friday List, I’ve set up some custom workflow to push values from a staging form to the HPD:IncidentInterface_Create form to generate an incident. Once the incident gets created, I’d like the staging form to get the incident number that was generated. Is there an easy way to do this, perhaps with the instance id? Thanks, Matt ARS 7.0.1 patch 003, MS SQL 2005, ITSM 7 Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ Plan your next roadtrip with MapQuest.com http://www.mapquest.com/?ncid=mpqmap000304 : America's #1 Mapping Site. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___
Retrieving Incident Number
Happy Friday List, I've set up some custom workflow to push values from a staging form to the HPD:IncidentInterface_Create form to generate an incident. Once the incident gets created, I'd like the staging form to get the incident number that was generated. Is there an easy way to do this, perhaps with the instance id? Thanks, Matt ARS 7.0.1 patch 003, MS SQL 2005, ITSM 7 Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Traversing from one page to other
Since you are basing this on a value specific to the user, why not just set the active link that opens the form to use a qualifier with that user value and then set the if/else actions accordingly? Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sanjana AGARWAL Sent: Thursday, May 08, 2008 6:31 AM To: arslist@ARSLIST.ORG Subject: Traversing from one page to other Hello, Is there some way to know the previous page in Remedy , while traversing from one page to other. From the Home Page, I want that on clicking Remedy Requester (link), two different pages should be opened, based on some value specific to the USER. But as there is no flow written on Home Page for opening Remedy Requester, So we have to write the flow on opening of Remedy Requester. However on refreshing the Remedy Requester form the flow written by us for opening of another page also runs. How can I overcome this problem? Regards Sanjana ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Overview Console vs. Incident Management Console
Did you try clicking on the all my groups or selected groups link under the console view tab? If you're a member of multiple support groups, you might only be seeing the ones that are selected in that menu. -Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jase Brandon Sent: Wednesday, May 07, 2008 5:56 PM To: arslist@ARSLIST.ORG Subject: Re: Overview Console vs. Incident Management Console ** I am hoping someone from the Cavalry shows up.. :):):) I don't mind debugging, but feel sure someone else has run across this little bugger before.. :) Thanks again to all, Jase On 5/7/08, Rick Cook [EMAIL PROTECTED] wrote: ** Oh, yeah, I remember now. Those EXTERNAL calls are nice workflow, but a pain to debug. Sounds like you're on the right track as far as figuring that out. Good luck, unless someone rides to the rescue and just tells you the answer. Rick On Wed, May 7, 2008 at 2:37 PM, Jase Brandon [EMAIL PROTECTED] wrote: ** Hi Rick, I checked that prior and no it didn''t, the qual is = EXTERNAL( $z1D_ExternalQualString$), checked further and that field isn't even on the Overview Console so, I thought it would be set through workflow, I viewed all associated workflow with the form, and still nada. I am going to run a workflow log and see when z1d_ExternalQualString' is being set and by what workflow. Since this is straight out of the box, I presumed someone else may have seen this behavior. Any other ideas? Thanks Much, Jase On 5/7/08, Rick Cook [EMAIL PROTECTED] wrote: ** Jase, did the Qualification on the Overview Console (table field) shed any light on this for you? Rick On Wed, May 7, 2008 at 2:11 PM, Jase Brandon [EMAIL PROTECTED] wrote: ** Hello All, 7.1 Patch 002 ARS Hopefully this is a simple answer and others have seen the same. Overview Console displays different Incidents than the Incident Management Console. We are beginning to use tasks, so I have directed all to look for Assigned work in the Overview Console. The issue is that some Incidents display in the Overview Console, but not all assigned to me in the Incident Mgmt Console.. I can't find anything different between incidents displayed in Overview and Incident. I checked and the 'Console View' on both consoles = Console View/All My Groups/Show All, all Incidents in the Incident Mgmt. console are assigned to me, but only a few are displayed in the Overview Console. Is there a limitation to rows displayed on the Overview Console? Any insights greatly appreciated. Regards, Jase Brandon __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Create incident through email
Saravanan, The e-mail engine documentation has instructions on setting this up (see page 150 for using submit instructions) with the OOTB app. However, many choose to use custom workflow to set it up. -Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Saravanan Palaniappan Sent: Thursday, May 08, 2008 10:48 AM To: arslist@ARSLIST.ORG Subject: Create incident through email All, I have a requirement of creating incident in ITSM through the email. Is there any out of box functionality available in ITSM to create ticket via email? Please let me know how to do if it is found. Thanks Regards Saravanan Palaniappan ITSM To teach and to learn, to laugh and make others laugh. This is my purpose. Any day I don't do this was not worth the time it took to get through it. - This message, including any attachments, contains confidential information intended for a specific individual and purpose, and is intended for the addressee only. Any unauthorized disclosure, use, dissemination, copying, or distribution of this message or any of its attachments or the information contained in this e-mail, or the taking of any action based on it, is strictly prohibited. If you are not the intended recipient, please notify the sender immediately by return e-mail and delete this message. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Disclaimer: This message and the information contained herein is proprietary and confidential and subject to the Tech Mahindra policy statement, you may review the policy at http://www.techmahindra.com/Disclaimer.html externally and http://tim.techmahindra.com/Disclaimer.html internally within Tech Mahindra. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: arslist Digest - 1 May 2008 (#2008-186)
Katty, You will need to change your settings on the ARSList web site (arslist.org). The settings is listed under the acknowledgements section and the setting you want is either Short message confirming receipt or Receive copy of own postings. Happy Friday, Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Katty Davis Sent: Friday, May 02, 2008 6:54 AM To: arslist@ARSLIST.ORG Subject: Re: arslist Digest - 1 May 2008 (#2008-186) ** I am not sure if this email address is correct but if it is I have an important question. I submitted a question yesterday but do not see it posted in the ARSList. Please help. Thanks. Katty Davis ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ITSM 7 Operational Categorizations
Rick, This is a great piece of literature. I wish I had this doc when I went through our implementation! Great work. -Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Friday, May 02, 2008 2:21 PM To: arslist@ARSLIST.ORG Subject: ITSM 7 Operational Categorizations ** I wish I had published this last year, but better late than never, I suppose. This is a link to a paper I just wrote up on how to set up Operational Categorizations in ITSM 7. Not a procedural manual like BMC provides, but one that actually gives an example of values that one might use, and instructions on how to keep the lists short. I used it once at a customer site, and it seemed to work well. A few others have begun to make use of it as well, so I thought I would formalize it and make it available to anyone who might gain from it. http://developer.bmc.com/jiveProd/entry!default.jspa?categoryID=861exte rnalID=3231fromSearchPage=true http://developer.bmc.com/jiveProd/entry%21default.jspa?categoryID=861e xternalID=3231fromSearchPage=true Rick __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ?*? Mid-Tier Redirect
Thanks for the reply Craig. The strange thing about this is that if you login to the mid-tier first and then copy/paste the URL into the address field, it will take you directly to the entry in the form. If you are not logged in, you get taken to the login screen and then to the home page after logging in. The form is getting passed an eid, as below: https://server/arsys/servlet/ViewFormServlet?form=formserver=serve reid=eid_number -Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Craig Carter Sent: Tuesday, April 29, 2008 8:51 AM To: arslist@ARSLIST.ORG Subject: Re: ?*? Mid-Tier Redirect ** Matt, We do this all of the time and it takes you directly to the form after logging in (ARS 7.0.1P5, MSSQL 2005). If there is something wrong with your URL, you will get redirected back to the home page. Make sure your ViewFormServlet parameters are all correct and that the form name is correct. We have our Home Page disabled in the midtier but I've never noticed that making a difference in the past. Are you simply opening the form in submit mode or are you passing the eid parameter to a specific entry in query/modify mode? Are you passing the mode parameter? Craig Carter Software Engineer, RSP From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Monday, April 28, 2008 12:13 PM To: arslist@ARSLIST.ORG Subject: Re: ?*? Mid-Tier Redirect As always: ARS 7.0.01 patch 003 MSSQL 2005 ITSM 7 Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Monday, April 28, 2008 2:12 PM To: arslist@ARSLIST.ORG Subject: ?*? Mid-Tier Redirect ** Hi List, We're having a problem with direct URLs in e-mail. For instance, if one of our apps sends out a URL with a direct link to a form entry, the user will get bounced back to the login page (as they should) but after they login they are taken to the home page rather than the URL they had intended. Are there any workarounds for this that would allow them to continue on to the URL they clicked after login? Thanks, Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ?*? Mid-Tier Redirect
Now that I think of it, our webmaster had to change the login.jsp to match the company's look n' feel...I just restored the old login page and the direct URLs work fine. The other page does have the GOTO field in it, but something else must be missing. I'll dig around a bit. Thanks! -Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Tuesday, April 29, 2008 11:00 AM To: arslist@ARSLIST.ORG Subject: Re: ?*? Mid-Tier Redirect Matt, Have you modified the Login.jsp or any of the Javascript for the Mid-Tier? (Maybe you killed the GOTO URL parameter value somewhere along the way?) -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On Tue, Apr 29, 2008 at 9:12 AM, Gayford, Matthew C. [EMAIL PROTECTED] wrote: ** Thanks for the reply Craig. The strange thing about this is that if you login to the mid-tier first and then copy/paste the URL into the address field, it will take you directly to the entry in the form. If you are not logged in, you get taken to the login screen and then to the home page after logging in. The form is getting passed an eid, as below: https://server/arsys/servlet/ViewFormServlet?form=formserver=serve reid=eid_number -Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Craig Carter Sent: Tuesday, April 29, 2008 8:51 AM snip From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Monday, April 28, 2008 12:13 PM To: arslist@ARSLIST.ORG Subject: Re: ?*? Mid-Tier Redirect As always: ARS 7.0.01 patch 003 MSSQL 2005 ITSM 7 Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Monday, April 28, 2008 2:12 PM To: arslist@ARSLIST.ORG Subject: ?*? Mid-Tier Redirect ** Hi List, We're having a problem with direct URLs in e-mail. For instance, if one of our apps sends out a URL with a direct link to a form entry, the user will get bounced back to the login page (as they should) but after they login they are taken to the home page rather than the URL they had intended. Are there any workarounds for this that would allow them to continue on to the URL they clicked after login? Thanks, Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ?*? Mid-Tier Redirect
As always: ARS 7.0.01 patch 003 MSSQL 2005 ITSM 7 Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Monday, April 28, 2008 2:12 PM To: arslist@ARSLIST.ORG Subject: ?*? Mid-Tier Redirect ** Hi List, We're having a problem with direct URLs in e-mail. For instance, if one of our apps sends out a URL with a direct link to a form entry, the user will get bounced back to the login page (as they should) but after they login they are taken to the home page rather than the URL they had intended. Are there any workarounds for this that would allow them to continue on to the URL they clicked after login? Thanks, Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Admin Tool Connection Problems - RESOLVED
Restarting the service did the trick. I wonder what caused it. Thanks Norm. Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Tuesday, April 08, 2008 9:44 AM To: arslist@ARSLIST.ORG Subject: Re: Admin Tool Connection Problems Not yet. I'll have to wait till after hours to do it but I will certainly try. Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Tuesday, April 08, 2008 9:21 AM To: arslist@ARSLIST.ORG Subject: Re: Admin Tool Connection Problems I *think* this indicates some sort of problem with the data dictionary--if my memory serves me right. Have you tried restarting the MS SQL service and the Remedy server service? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Tuesday, April 08, 2008 8:15 AM To: arslist@ARSLIST.ORG Subject: Admin Tool Connection Problems ** Hi List, Just yesterday I tried to login to our remedy server using the admin tool and go the following: ARERR [93] Timeout during data retrieval due to busy server -- retry the operation. However, I can connect with the user tool (as can all other support staff). Myself and another admin can't connect using the admin tool. MS SQL 2005, ITSM 7, ARS 7 patch 003, user/admin tool patch 3. TIA, Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Admin Tool Connection Problems
Hi List, Just yesterday I tried to login to our remedy server using the admin tool and go the following: ARERR [93] Timeout during data retrieval due to busy server -- retry the operation. However, I can connect with the user tool (as can all other support staff). Myself and another admin can't connect using the admin tool. MS SQL 2005, ITSM 7, ARS 7 patch 003, user/admin tool patch 3. TIA, Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Admin Tool Connection Problems
Not yet. I'll have to wait till after hours to do it but I will certainly try. Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Tuesday, April 08, 2008 9:21 AM To: arslist@ARSLIST.ORG Subject: Re: Admin Tool Connection Problems I *think* this indicates some sort of problem with the data dictionary--if my memory serves me right. Have you tried restarting the MS SQL service and the Remedy server service? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Tuesday, April 08, 2008 8:15 AM To: arslist@ARSLIST.ORG Subject: Admin Tool Connection Problems ** Hi List, Just yesterday I tried to login to our remedy server using the admin tool and go the following: ARERR [93] Timeout during data retrieval due to busy server -- retry the operation. However, I can connect with the user tool (as can all other support staff). Myself and another admin can't connect using the admin tool. MS SQL 2005, ITSM 7, ARS 7 patch 003, user/admin tool patch 3. TIA, Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Reporting Time to Resolve
Thanks Brian. What you've said appears to make sense, as some of the records list a total time spent of 330,000+ hours, which comes out to over 37 years. That would put us in 2007 which would make sense for some of these tickets. The strange part is that only about 200 or so of the tickets have these strange dates and the rest are fine. Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Brian Goralczyk Sent: Wednesday, April 02, 2008 9:41 AM To: arslist@ARSLIST.ORG Subject: Re: Reporting Time to Resolve ** Matt, I am just taking a random whack at this, but could it be that those records don't have the date information your looking for and as such, are displaying the time since January 1st, 1970? Not sure if that has anything to do with it, but something you might look into. Brian On Tue, Apr 1, 2008 at 1:01 PM, Gayford, Matthew C. [EMAIL PROTECTED] wrote: ** List, I've been tasked with writing some reports to get the duration of time in which tickets were open. We don't have SLM installed, so I decided that I would report off of the Incident Assignment Log. Here's the query: SELECTIncident_Number, SUM(BusinessHoursDurationSeconds) AS TimeOpen FROMHPD_Help_Desk_Assignment_Log GROUP BY Incident_Number ORDER BY TimeOpen DESC So everything was going well until I noticed some of the numbers appear out of whack. For instance, there are a number of tickets where the business hours duration field is 334939:53:44 and the business hours duration (sec) field is 1205783624. Does anyone out there have any good ideas on what could be going wrong here? TIA. -Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Control Panel Home Page
Kathy, The setting to show a form in the application list is done of the form that you want to show up, not the Home Page itself. Open the form and select Form Properties from the Form menu. Then check the box for enable entry point under either new or search and set the integer value for the application list display order. -Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kathy Morris Sent: Tuesday, April 01, 2008 3:56 PM To: arslist@ARSLIST.ORG Subject: Control Panel Home Page ** Hi All, I have an application list field on the console for the Home Page. How do you add links to open a form. Before I used to right-click add link and use an open window action to open up a form. I have right clicked on the application list (which opens our incident management, surveys, etc). and I just see the attributes (hide/unhide) Create a Home Theater Like the Pros. Watch the video on AOL Home http://home.aol.com/diy/home-improvement-eric-stromer?video=15ncid=aol hom000301 . __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Searcing for Defects
Maybe you should enter a defect case... ;) Matt From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Warren Baltimore Sent: Monday, March 24, 2008 3:38 PM To: arslist@ARSLIST.ORG Subject: Re: Searcing for Defects ** I tried that, but no luck! The search tool for defects is really God Awful David. Who would be the right person too send suggestions as to what to do with the site? ;-) Warren On 3/24/08, Easter, David [EMAIL PROTECTED] wrote: ** Go here: http://www.bmc.com/info_center_support/overview/0,3252,19097_4736148,00. html Select the link for Product Defects. You'll need to select the product name, version and a keyword to get the best results. Then you can scroll down through the results to find your ID. I don't specifically know why ID isn't an option by which to search. -David J. Easter Sr. Product Manager, Service Management Business Unit BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Warren Baltimore Sent: Monday, March 24, 2008 10:16 AM To: arslist@ARSLIST.ORG Subject: Searcing for Defects ** Can somebody please tell me how the heck I'm supposed to track down a defect if I can't search for the ID # on the BMC support site? It's not one that I placed, but it was one that applied to me. -- Warren R. Baltimore II Remedy Developer UW Medicine IT Services School of Medicine University of Washington Box 358220 1325 Fourth Ave, Suite 2000 Seattle, WA 98101 The opinions expressed in this e-mail are in no way those of the University of Washington, or the State of Washington. They are my own. __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ -- Warren R. Baltimore II Remedy Developer UW Medicine IT Services School of Medicine University of Washington Box 358220 1325 Fourth Ave, Suite 2000 Seattle, WA 98101 The opinions expressed in this e-mail are in no way those of the University of Washington, or the State of Washington. They are my own. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Table Field Qualification
Hi Mike, You can reference the fields in your table qualification and make an active link for a button that refreshes the table. HTH, Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Michael Gere Sent: Friday, March 14, 2008 9:12 AM To: arslist@ARSLIST.ORG Subject: Table Field Qualification ** Hello Everyone One more for the week. I have two regular forms A and B. Form A has four database fields, a button and a table field. The source for the table field is Form B. On Form A, when the user enters values in the data fields and clicks the button, I want the values to populate on the table field. My approach for this so far is an active link on the button with push fields action and a change field action. But my table reads all the values from Form B. How do I get the table read values only to the current request. Environment: ARS 7, SQL Server 2005, Home Grown App. Thanks in advance Mike __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Adding fields to the Incident Process Flow Wizard
Hi Abdul, You have to add the fields as well as the active links that push the data back to the HPD:HelpDesk form. I'd turn on logging to see what active links are firing when the process wizard has completed to have a look at what is going on. -Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Abdul Baytops Sent: Tuesday, March 11, 2008 9:44 PM To: arslist@ARSLIST.ORG Subject: Adding fields to the Incident Process Flow Wizard ** Hello Listers Has anyone added fields to the Incident flow Process Flow Wizard (Investigation Diagnosis Form)? If anyone has can someone provided me some insight J I have added several fields to the form but the information that is available in the fields do not push the values back to the HPD:HelpDesk form when the request is saved. Thanks in advance Abdul __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Very Simple Question
Just take the field ID and +1. Example: $1$ + 1 Don't forget to commit the changes after that. -Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Louis Cobuccio Sent: Wednesday, March 05, 2008 3:55 PM To: arslist@ARSLIST.ORG Subject: Very Simple Question Okay guys I have a real easy one for you. We are running AR System 7.0.1 patch 006 in a Windows environment. I am trying to build an active link which needs to add 1 to the current value in an integer field on a form when the criteria is met. I can't for the life of me figure out the syntax needed to accomplish this. Any help would be great; the field name is Rplcmnt Access Card Count. Thank you guys, Lou ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Direct SQL - Using current request ID -- RESOLVED
In testing this morning, I tried to use WHERE Email_ID = '$1$' (trying to use the field ID rather than name). I saved the active link, tested it and it worked. I went back to the active link to find out that it had changed it from the field ID to '$Email ID$'. I think originally I had entered $Email_ID$ unless there was some ARS trickery going on. -Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Wednesday, February 20, 2008 6:58 PM To: arslist@ARSLIST.ORG Subject: Re: Direct SQL - Using current request ID ** Just for the purposes of testing, I added a button to the form so I could test with existing records. In the end I want to have it fire on submit. I was able to hard code the entry ID into the direct SQL statement to make it work this afternoon, so I know the statement is good. I just need it to interpret that entry ID somehow. Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: Wednesday, February 20, 2008 5:20 PM To: arslist@ARSLIST.ORG Subject: Re: Direct SQL - Using current request ID ** What is your execute action for your active link? Is this for a new record being submitted into the form? From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Wednesday, February 20, 2008 1:58 PM To: arslist@ARSLIST.ORG Subject: Re: Direct SQL - Using current request ID ** I forgot, we're running ARS 7.0.1 patch 003 and MS SQL 2005. Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Wednesday, February 20, 2008 2:52 PM To: arslist@ARSLIST.ORG Subject: Direct SQL - Using current request ID ** Hi List, I've got a button on the AR System Email Messages form that executes an active link with a direct SQL action. The SQL statement needs to get data from the current request, so I'm basing that on the Email ID field. However, I can't seem to get the where clause to work. Here's what I've tried. Statement: WHERE Email_ID = $Email ID$ Result: ARERR [552] Failure during SQL operation to the database : Incorrect syntax near '='. (SQL Server 102) Statement: WHERE Email_ID = '$Email ID$' Result: No item matches active link conditions - I checked the SQL log and see this WHERE Email_ID = ' ' but if I run a report on the form I'm working on I can see the Email ID field is populated. Statement: WHERE Email_ID = $Email ID$ Result: *** ERROR *** An object or column name is missing or empty. For SELECT INTO statements, verify each column has a name. For other statements, look for empty alias names. Aliases defined as or [] are not allowed. Add a name or single space as the alias name. TIA, Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Check within workflow for users licence type / state
That's exactly what I did on our system to update the user preferences form - it is created by the user and therefore the user can modify it with a read license. Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tanner, Doug Sent: Thursday, February 21, 2008 11:19 AM To: arslist@ARSLIST.ORG Subject: Re: Check within workflow for users licence type / state Why not take advantage of Submitter Locked mode, assuring the $USER$ is the one that submitted the User preference form (Default-OTB) then they will be able to modify (their own record) with just a read license Doug -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Albert Bihler Sent: Thursday, February 21, 2008 11:14 AM To: arslist@ARSLIST.ORG Subject: Check within workflow for users licence type / state Hi list, is there a way to check using workflow whether the user that is running the workflow has currently a read, read (floting) or write (floating) license? Whenever a user leaves our main form we write some field values to a user preferences form (on window close). This works fine as long as the user has got a proper license. However if the user only has a read token it fails with ARERR [8932] You do not have write license Possible solutions that are coming to my mind are: - Do a direct sql instead of a push-field action. This is not nice because we are talking of about 50 fields and I think this could violate the license agreement. - Push values to a new form and create always a new record there Then let an escalation push the values to the users properties form. Not nice because a lot of workflow and there is a time delay because of the escalation. - check for the users license and only save the fields when he has a write token. Not nice either. Any suggestions? ARS 7.0.1 Solaris 10 Oracle 10gR2 Kind regards, Albert ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are DISCLAIMER Important! This message is intended for the above named person(s) only and is CONFIDENTIAL AND PROPRIETARY. If you are not the intended recipient of this e-mail and have received it in error, please immediately notify the sender by return email and then delete it from your mailbox. This message may be protected by the attorney-client privilege and/or work product doctrine. Accessing, copying, disseminating or re-using any of the information contained in this e-mail by anyone other than the intended recipient is strictly prohibited. Finally, you should check this email and any attachments for the presence of viruses, as the sender accepts no liability for any damage caused by any virus transmitted by this email. Thank you. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ARinside
The site used to be system.devdor.net but that link no longer works, it just takes you to a domain parking page. I've got the installer for 2.07.2 if that helps. -Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Toby White Sent: Wednesday, February 20, 2008 12:10 PM To: arslist@ARSLIST.ORG Subject: ARinside ** What is the latest version of ARinside? Where can I find it? Thanks, Toby. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Direct SQL - Using current request ID
Hi List, I've got a button on the AR System Email Messages form that executes an active link with a direct SQL action. The SQL statement needs to get data from the current request, so I'm basing that on the Email ID field. However, I can't seem to get the where clause to work. Here's what I've tried. Statement: WHERE Email_ID = $Email ID$ Result: ARERR [552] Failure during SQL operation to the database : Incorrect syntax near '='. (SQL Server 102) Statement: WHERE Email_ID = '$Email ID$' Result: No item matches active link conditions - I checked the SQL log and see this WHERE Email_ID = ' ' but if I run a report on the form I'm working on I can see the Email ID field is populated. Statement: WHERE Email_ID = $Email ID$ Result: *** ERROR *** An object or column name is missing or empty. For SELECT INTO statements, verify each column has a name. For other statements, look for empty alias names. Aliases defined as or [] are not allowed. Add a name or single space as the alias name. TIA, Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Direct SQL - Using current request ID
I forgot, we're running ARS 7.0.1 patch 003 and MS SQL 2005. Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Wednesday, February 20, 2008 2:52 PM To: arslist@ARSLIST.ORG Subject: Direct SQL - Using current request ID ** Hi List, I've got a button on the AR System Email Messages form that executes an active link with a direct SQL action. The SQL statement needs to get data from the current request, so I'm basing that on the Email ID field. However, I can't seem to get the where clause to work. Here's what I've tried. Statement: WHERE Email_ID = $Email ID$ Result: ARERR [552] Failure during SQL operation to the database : Incorrect syntax near '='. (SQL Server 102) Statement: WHERE Email_ID = '$Email ID$' Result: No item matches active link conditions - I checked the SQL log and see this WHERE Email_ID = ' ' but if I run a report on the form I'm working on I can see the Email ID field is populated. Statement: WHERE Email_ID = $Email ID$ Result: *** ERROR *** An object or column name is missing or empty. For SELECT INTO statements, verify each column has a name. For other statements, look for empty alias names. Aliases defined as or [] are not allowed. Add a name or single space as the alias name. TIA, Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Direct SQL - Using current request ID
Just for the purposes of testing, I added a button to the form so I could test with existing records. In the end I want to have it fire on submit. I was able to hard code the entry ID into the direct SQL statement to make it work this afternoon, so I know the statement is good. I just need it to interpret that entry ID somehow. Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: Wednesday, February 20, 2008 5:20 PM To: arslist@ARSLIST.ORG Subject: Re: Direct SQL - Using current request ID ** What is your execute action for your active link? Is this for a new record being submitted into the form? From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Wednesday, February 20, 2008 1:58 PM To: arslist@ARSLIST.ORG Subject: Re: Direct SQL - Using current request ID ** I forgot, we're running ARS 7.0.1 patch 003 and MS SQL 2005. Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Wednesday, February 20, 2008 2:52 PM To: arslist@ARSLIST.ORG Subject: Direct SQL - Using current request ID ** Hi List, I've got a button on the AR System Email Messages form that executes an active link with a direct SQL action. The SQL statement needs to get data from the current request, so I'm basing that on the Email ID field. However, I can't seem to get the where clause to work. Here's what I've tried. Statement: WHERE Email_ID = $Email ID$ Result: ARERR [552] Failure during SQL operation to the database : Incorrect syntax near '='. (SQL Server 102) Statement: WHERE Email_ID = '$Email ID$' Result: No item matches active link conditions - I checked the SQL log and see this WHERE Email_ID = ' ' but if I run a report on the form I'm working on I can see the Email ID field is populated. Statement: WHERE Email_ID = $Email ID$ Result: *** ERROR *** An object or column name is missing or empty. For SELECT INTO statements, verify each column has a name. For other statements, look for empty alias names. Aliases defined as or [] are not allowed. Add a name or single space as the alias name. TIA, Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Interview questions
In a table loop you can use `$ to only check against selected rows. -Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pargeter, Christie Sent: Tuesday, February 19, 2008 3:06 PM To: arslist@ARSLIST.ORG Subject: Re: Interview questions ** What does `$ do? I didn't know about this one...use `! quite a bit. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of john rosquist Sent: Tuesday, February 19, 2008 12:02 PM To: arslist@ARSLIST.ORG Subject: Re: Interview questions ** `! has become well used in interviews. So, what is the difference between `! and `$? When would you use one versus the other? John Rosquist Windward - Original Message From: John Atherly [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tuesday, February 19, 2008 2:54:21 PM Subject: Re: Interview questions ** Is number 7 answer `! at the end of the filter name? John Atherly American Power Conversion [EMAIL PROTECTED] 401-789-5735 Ext. 2120 1-800-788-2208 Ext. 2120 Remedy Service Desk [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 02/19/2008 02:43 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Interview questions ** Hi Marc, These are really helpful to give direction for fresher or new person joining team like me, correct me if I am wrong. 1) ARSchema 2) With transaction(t) table and table schema id in associated in arschema table 3) Web Services , Remedy API, Email templates, Direct SQL, creating view and database trigger and database programming. depending on what suites to client and third party application 4) Creating failure over environments, database back - replication on vmware etc, 5) Big to answer I will update you on this next time, - user interface ,end user component - directly reachable to customers 6) Filter is server side component , depending on fire condition and qualification action will be perform on server. Actions are listed in if actions tab, submit, modify any valid ar server operation. Permission is not issue on filter etc. 7) I don't things so, not possible. 8) Not understanding question - reason I not aware of walking tables I will look in to AR Server advance guide for ar.conf related question, Please provide more question if you have? Thank you for your help. Regards Sunil On Feb 19, 2008 7:25 PM, Marc Simmons [EMAIL PROTECTED] wrote: ** 1. What is the primary table in the AR System data dictionary? 2. How does the AR System manage the data you see in Remedy Forms? 3. Without using DSO or EIE, what are your thoughts for providing a 'STANDARDIZED' methodology for interfacing/integrating with Remedy applications. This customer was actually looking to use C.I.M. or some other open standard solution to interface with Remedy maybe a good discussion for the list!!! 4. How do you trouble shoot AR System server outages to restore access to the system? 5. How does mid-tier work and where does it fit in the client server architecture? 6. Describe how filters work? They were actually looking how filters work in different phases... which led to the next question. 7. Can you force a filter to fire all actions in the first phase? 8. List all of the possible uses for guides. They were looking for walking tables. These are all pretty simple questions. I also get some questions about turning on/off server features using the configuration files (ar.conf/ar.cfg). Hope this helps some, Marc On 2/19/08, Remedy Service Desk [EMAIL PROTECTED] wrote: ** Hi All, Hope you are doing well, can I request for Remedy Interview questions? Thanks Service Desk __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ -- Marc Simmons Remedy Administrator Everyday above ground is a good day... the rest is a choice! __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Never miss a thing. Make Yahoo your homepage. http://us.rd.yahoo.com/evt=51438/*http:/www.yahoo.com/r/hs __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:
Re: Hey People
Open up the form in the admin tool, select Form Properties from the Form and menu and then hit the Permissions tab. Check and see if public is still in the list or not (if that's the applicable group). Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Katherine Hoffner Sent: Monday, February 18, 2008 12:41 PM To: arslist@ARSLIST.ORG Subject: Re: Hey People ** I figured out that one of my team mates altered the shr:people on friday. now I just cant figure out how to give the permission back to the users. I guess the enormity of the problem is causing my brain to stop working On 2/18/08, Axton [EMAIL PROTECTED] wrote: ** See who/when the form was last modified, then restore public/hidden access to the form, if that's what it was before. Axton Grams On Feb 18, 2008 11:29 AM, Katherine Hoffner [EMAIL PROTECTED] wrote: ** I have just come into work and I am getting floods of calls with users unable to put in a ticket because nobody has access to the form: SHR:People. Everything was ok last week. and nowno one can put in a ticket. Any ideas. I have over 1000 people calling me. Yikes -- Katherine __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ -- Katherine __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Incident-occupied alerts?
Hello and welcome to the list! At my organization, we have all of our cases assigned to individuals so that seems to take care of the problem. The way the workflow is set up allows a case to be assigned to a group and then someone from that group can pick up the case. Alternatively, a case can be assigned directly to an individual and only the owner can modify it. That way the problem doesn't get out of control. I'm not aware of any programmatic change that can be made to prevent this from happening but I hope the above helps. -Mat Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joslin Sent: Monday, February 18, 2008 4:01 PM To: arslist@ARSLIST.ORG Subject: Incident-occupied alerts? I work for a university that just upgraded from Vantive to Remedy. I am by no means a programmer, just the person in charge of training my group on the program. I've figured out a quite a bit on my own (macros, reminders, etc), but am stumped on this one. We had a lot of stuff configured for our team, so we're not using an out-of-the-box version. I haven't come across any literature for this, but figured if anyone would know if this is possible, it's you guys! Our current concern is this: We previously used Vantive for case management. One of the few really nice things about Vantive was that if someone else was in a particular case, and I opened that same case, Vantive would immediately pop up an alert stating that someone else had opened it first. This was very useful, because I would then know that any changes I made might not be saved if the other person in the case changed it first. In Remedy, however, there is no alert until you do try to save, and all of your work is lost because the other person, unbeknownst to you, was in the incident making changes. Is there a way to program such an alert? If not, how do other users cope with this? I know that for alerts like Reminders, you have to program the notification in your profile. Is there something similar for incidents already being viewed by someone else? I hope this is appropriate use of this group. Thanks in advance for the advice! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Friday Humor: Google and Chuck Norris
It's been relocated to Shattrath. /obscure but i get it From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: Thursday, February 14, 2008 2:45 PM To: arslist@ARSLIST.ORG Subject: Re: Friday Humor: Google and Chuck Norris ** On noit's Barrens chat all over again... /obscure From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza Sent: Thursday, February 14, 2008 12:30 PM To: arslist@ARSLIST.ORG Subject: Friday Humor: Google and Chuck Norris ** Open up Google, and type Chuck Norris and istead of pressing 'Google Search' press 'I'm Feeling Lucky'.. See what you get :-) Joe Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. http://us.rd.yahoo.com/evt=51733/*http:/mobile.yahoo.com/;_ylt=Ahu06i62 sR8HDtDypao8Wcj9tAcJ%20 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ?*? ADV: ARUser License Monitoring
Hi Igor, Where can I get a copy of your application? Regards, Matt From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of igor ivanov Sent: Wednesday, February 13, 2008 4:04 PM To: arslist@ARSLIST.ORG Subject: ?*? ADV: ARUser License Monitoring ** have to request more ARUser Licenses or we just did not assign them right and paying for Licenses and Support? (what makes Remedy expensive and helps to put in danger Remedy Developers World) 5.What are most user active hours? 6.How is particular Support Group/Region/Site/Department using Licenses? 7.Is it time to change somebody's License Type (Floating/ Fixed)? I 'm testing ARuser License Activity Monitor Application (ARLAM): http://winbeing.bravehost.com/userlicenses.html If you interested, it is possible to request my small win32 program (tested with 6.3 and 7). It generates .csv file: C:\ARSarlam -uYourName -pYourPass -sYourServer License,Type,connectTime,lastAccess,Assigned To,Create Date, WRITE,FIXED,1202480462,1202490911,YourName,2/8/2008 12:15:11, ... and email it to me to generate PDF report for you. I'm running it in batch file every 2 minutes. Reading ARLicenses Info from one Server and Importing into another with arimportcmd. It tells me how many users where using which ARUser License (fixed/ floating/read) for the last 2 minutes. I've tried it every to run every 5 and 3 minutes, but with my 200 max users 2 minutes forks just fine. I have ~30,000 records to use for reporting and analysis. My idea is to create Dynamic Change License Application (DYCH) (to generate Request for Approval based on License Usage History) Cheers, Igor Ivanov (RSP), GSA, Arlington VA Email/Yahoo: winbeing __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Work Info being deleted
We ran into this issue - it is a known error. The entries on the work info form get set to delete and then nightly cleanup would trash them. BMC corrected it in 7.0.3 if I remember correctly. Regards, Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of SUBSCRIBE arslist Melissa Sent: Friday, February 08, 2008 3:07 PM To: arslist@ARSLIST.ORG Subject: Work Info being deleted ** Has anyone had an issue with Work Info entries being deleted (or somehow no longer being attached to Incidents)? Several users have commented about entries disappering. ARS and ITSM 7.0.2 Thanks! Melissa __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Adding custom permissions groups in 7.1
Chris, In ARS 7 you can build a group and then map roles to those groups. Then it's just a matter of adding those groups to the appropriate users in the user form. After that just set the form permissions to that new group and you've got it. For detailed info, check out the Form and Application Objects guide, page 78. Regards, -Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris Sent: Wednesday, January 30, 2008 11:20 AM To: arslist@ARSLIST.ORG Subject: Adding custom permissions groups in 7.1 ** Is there a way to add a permissions group in 7.1? Not a computed group- there is a custom form which only a few people should see and in 6 we had a custom permission group for it. I've gotten around it by adding the custom group directly to records in the User form, but that doesn't allow me to limit access via workflow with much flexibility and I'd like people who create records but don't have access to the user form to be able to add people to that group. I've looked through the config guide, but didn't see anything about it. Thanks! Chris __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Adding custom permissions groups in 7.1
If there is a specific group you want to add via another form, you could set up a filter to push the group list back to the user form with the new group appended to it. If it was on the people form, you could have it look for user records with matching login IDs in the qualifier. Then, set the group list on the user form to $Group List$ + groupid;. HTH, Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris Sent: Wednesday, January 30, 2008 12:54 PM To: arslist@ARSLIST.ORG Subject: Re: Adding custom permissions groups in 7.1 ** The main problem is not creating the group, but allowing people who don't have access to the user form to put people into it. When creating a customer/people record, is there a way to add a group to the list of application permissions groups you can add for people? Thanks, Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza Sent: Wednesday, January 30, 2008 12:23 PM To: arslist@ARSLIST.ORG Subject: Re: Adding custom permissions groups in 7.1 What kind of difficulty are you facing creating a permission group in 7.1? Its the same as its always been? Create a group, give it a unique ID, and make sure the Group Type is Change... Whats not working for you? Joe D'Souza Remedy Developer / Consultant, IBM Global Technology Services, Chicago. - Original Message From: Moore, Chris [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wednesday, January 30, 2008 10:19:30 AM Subject: Adding custom permissions groups in 7.1 ** Is there a way to add a permissions group in 7.1? Not a computed group- there is a custom form which only a few people should see and in 6 we had a custom permission group for it. I’ve gotten around it by adding the custom group directly to records in the User form, but that doesn’t allow me to limit access via workflow with much flexibility and I’d like people who create records but don’t have access to the user form to be able to add people to that group. I’ve looked through the config guide, but didn’t see anything about it. Thanks! Chris Never miss a thing. Make Yahoo your homepage. http://us.rd.yahoo.com/evt=51438/*http:/www.yahoo.com/r/hs __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Lots of Attachments - RESOLVED
Great guys! Thanks. -Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Friday, January 25, 2008 2:42 PM To: arslist@ARSLIST.ORG Subject: Re: Lots of Attachments - RESOLVED ** To add to Doug's comment, if you use a GUID instead of the Case ID, which I do agree is a better idea (especially in case you want your attachments saved before the parent ticket is created/submitted); do not forget to index the field containing the GUID on the attachment form.. else a few months down the line when you are using the system with many thousands of attachment records in the attachment form, you are definitely going to have performance problems displaying the table field and retrieving the attachments.. Cheers Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Tanner, Doug Sent: Friday, January 25, 2008 1:48 PM To: arslist@ARSLIST.ORG Subject: Re: Lots of Attachments - RESOLVED ** One additional thing you might want to keep in mind 1. You may wish to use a GUID instead of the Case ID, If you wish to allow attachments when creating a case and prior to saving J Doug Tanner From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Friday, January 25, 2008 1:33 PM To: arslist@ARSLIST.ORG Subject: Re: Lots of Attachments - RESOLVED Thanks for all the help and suggestions. I built a separate form and a button to call it from the parent form. The button pushes the request ID to the attachment form on open and a table on the parent form only shows attachments related to that entry. Thanks again! -Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tanner, Doug Sent: Friday, January 25, 2008 11:48 AM To: arslist@ARSLIST.ORG Subject: Re: Lots of Attachments ** I am a big believer in having a table field on my form that references another form that holds the attachment. As then 1. I can have an unlimited number of attachments 2. Control access to each attachment - Who can view, edit, remove 3. Enforce Business Rules about when and what types of attachments must be present 4. Auditing 5. In/Out bound email attachments - tying these to the correct record 6. etc Doug Tanner Remedy Skilled Professional (RSP) Former - Remedy Approved Consultant (RAC) From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Friday, January 25, 2008 11:02 AM To: arslist@ARSLIST.ORG Subject: Lots of Attachments Hello List, I'm building a form on ARS and one of the requirements from the client is an attachment pool. They want to have the ability to add up to 50 attachments. However, not every entry will actually use this many attachments. In fact, most of the requests they enter in this form will not use any of these attachment areas. Anyone have any suggestions for a work around? Or, just any thoughts about the impact of having that many empty attachment areas out there? Regards, -Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Lots of Attachments
Hello List, I'm building a form on ARS and one of the requirements from the client is an attachment pool. They want to have the ability to add up to 50 attachments. However, not every entry will actually use this many attachments. In fact, most of the requests they enter in this form will not use any of these attachment areas. Anyone have any suggestions for a work around? Or, just any thoughts about the impact of having that many empty attachment areas out there? Regards, -Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Lots of Attachments - RESOLVED
Thanks for all the help and suggestions. I built a separate form and a button to call it from the parent form. The button pushes the request ID to the attachment form on open and a table on the parent form only shows attachments related to that entry. Thanks again! -Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tanner, Doug Sent: Friday, January 25, 2008 11:48 AM To: arslist@ARSLIST.ORG Subject: Re: Lots of Attachments ** I am a big believer in having a table field on my form that references another form that holds the attachment. As then 1. I can have an unlimited number of attachments 2. Control access to each attachment - Who can view, edit, remove 3. Enforce Business Rules about when and what types of attachments must be present 4. Auditing 5. In/Out bound email attachments - tying these to the correct record 6. etc Doug Tanner Remedy Skilled Professional (RSP) Former - Remedy Approved Consultant (RAC) From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Friday, January 25, 2008 11:02 AM To: arslist@ARSLIST.ORG Subject: Lots of Attachments Hello List, I'm building a form on ARS and one of the requirements from the client is an attachment pool. They want to have the ability to add up to 50 attachments. However, not every entry will actually use this many attachments. In fact, most of the requests they enter in this form will not use any of these attachment areas. Anyone have any suggestions for a work around? Or, just any thoughts about the impact of having that many empty attachment areas out there? Regards, -Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 DISCLAIMER Important! This message is intended for the above named person(s) only and is CONFIDENTIAL AND PROPRIETARY. If you are not the intended recipient of this e-mail and have received it in error, please immediately notify the sender by return email and then delete it from your mailbox. This message may be protected by the attorney-client privilege and/or work product doctrine. Accessing, copying, disseminating or re-using any of the information contained in this e-mail by anyone other than the intended recipient is strictly prohibited. Finally, you should check this email and any attachments for the presence of viruses, as the sender accepts no liability for any damage caused by any virus transmitted by this email. Thank you. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Worflow to do a Spellcheck via the Web?
There's a spell check button on the sample application that came with ARS 7 that I've used in one of our home brew applications. It requires a Windows OS with Word installed and runs some OLE automations. -Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Timothy Powell Sent: Wednesday, January 23, 2008 1:51 PM To: arslist@ARSLIST.ORG Subject: Re: Worflow to do a Spellcheck via the Web? ** We successfully implemented the html version of jSpell. It works very well, and the license costs are not that bad. Support from the jSpell team was excellent. http://www.thesolutioncafe.com/ HTH, Tim Powell From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Garrison, Sean (Norcross) Sent: Wednesday, January 23, 2008 10:35 AM To: arslist@ARSLIST.ORG Subject: Worflow to do a Spellcheck via the Web? ** Does anyone know of a way to do spell checking in Remedy Mid-Tier? Sean __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: NEED ADVICE - Setting up Remedy for incoming mail
Check out the email engine documentation. There's a whole section in there on setting up the mailbox to do that. Regards, Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Wednesday, January 09, 2008 11:33 AM To: arslist@ARSLIST.ORG Subject: Re: NEED ADVICE - Setting up Remedy for incoming mail ** ok I probably misspoke... I already have an incoming mailbox that is setup, it receives emails. But now I want it to modify a ticket based on the reply. Can I simply just create the filters or is there anything I am missing that I may need to do first? Best Regards, Tom Altamore - Original Message - From: Rick Cook Date: Wednesday, January 9, 2008 10:14 am Subject: Re: NEED ADVICE - Setting up Remedy for incoming mail To: arslist@ARSLIST.ORG Not trying to be flip, Tom, but read the install manual - and follow it TO THE LETTER, assuming nothing. Most failed email installs and setups happen because something was not done exactly as the book said it was to be done. Do that, and I'm sure that you will be successful, and you will learn a few things along the way. Rick On 1/9/08, [EMAIL PROTECTED] wrote: ** Hi Listers, I currently have an incoming mail box for Remedy, but it has to date been unused. What else do I need to have this set up properly, on this I am a total novice. Best Regards, Tom Altamore [EMAIL PROTECTED] 914-378-6689 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Overview Console - ITSM 7
I've done this before but haven't had success with all the fields I wanted to map. There are a few threads here that have dealt with this before. The Overview Console Table is populated using a plugin. The plugin returns records from forms that are defined the SHR:ARDBC_OverviewConsoleTemplate form. The Plugin will look at the Form Guid in this form, and search that form. For example you will see the following 8 records in the SHR:ARDBC_OverviewConsoleTemplate: FORM NAME FORM GUID TMS:Task TMSTASK HPD:Helpdesk MAINHELPDESK PBM:Solution Database MAINKNOWLEDGEDATABAE PBM:Known Error MAINKNOWNERROR PBM:Problem Investigation MAIONPROBLEM CHG:Infrastructure Change MAINCHANGE AST:PurchaseRequisition ASTPUREREQUISITION AST:CI Unavialabilty ASTCIUNAVIALBLITY If you are logged into the RUT as appadmin for example, the plugin will search the above forms to find the records that are assigned to appadmin and populate the OverviewConsole similar to how the SHR:Consolidated list worked. But how are the fields mapped from the forms to the OverviewConsole , this is done via the SHR:ARDBC fields form. Here you will see mapping for field from the backend forms to the Vendor form hence populating the form. Form example if you would like have more information in the Overview console, for instance the First Name*+ field from the HPD:Helpdesk form. The database id for this field is 100019 (in HPD:Helpdesk). This field already exists in the forms: SHR:ARDBC_OverviewConsoleTemplate SHR:ARDBC_OverviewConsole so we do not need to create it again ( you can map any fieldID the database id do not have to match ,as long the database length is sufficient). But for this example, the database ID are matching. To create a mapping for the HPD:Helpdesk form. Open the SHR:ARDBCFields form in new mode and use the following values: FieldID: 100019 FormGUID: MAINHELPDESK Vendor Field ID: 100019 Submitter: ARSystem Open the SHR:OverviewConsole in the Admin Tool. - open the table z2TH_ConsolidateTable1 properties - on tab Table/Tree Property - Look for First Name under Fields on Form and click Add - Double click on the column First Name and add public Permissions - Save and close the form. Restart the plugin or ARServer.Open the OverviewConsole and there should now be data for the First Name from the Incidents form. Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn Sent: Monday, January 07, 2008 11:50 AM To: arslist@ARSLIST.ORG Subject: Re: Question: Overview Console - ITSM 7 We've looked into it, but since it uses a plugin rather than actual Remedy workflow, we decided against trying anything with it. I'd also be interested in seeing if anyone has come up with a good way to do it. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Monday, January 07, 2008 10:24 AM To: arslist@ARSLIST.ORG Subject: Question: Overview Console - ITSM 7 Has anyone modified the Overview Console and added new fields to the table? If so any guidance you can provide to what is involved would be greatly appreciated! Thanks! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are Private and confidential as detailed a href=http://www.sug.com/disclaimers/default.htm#Mail;here/a. If you cannot access hyperlink, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: How to modify Assignee Group?
I have an application that does that - I just use a filter to add on any additional names/groups/roles that I need to. Just be sure you set the proper permissions to the field (ID 112) and that you use the proper syntax for adding groups to the field. If you want to have multiple groups, enable multiple assign groups in the server info windows. Remember that users go in single quotes and all groups/names are separated by semicolons. Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Elinore AR Sent: Tuesday, December 11, 2007 2:46 AM To: arslist@ARSLIST.ORG Subject: How to modify Assignee Group? Hi, can anyone tell me if there is a way to update or modify Assignee Group when the ticket has already been submitted? TIA. Elinore ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Write Access to Field
You're exactly right Joe. The field I'm writing to is a diary field I created, which is the one referenced in the error. Matt From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Thursday, December 06, 2007 12:20 AM To: arslist@ARSLIST.ORG Subject: Re: Write Access to Field ** If I understood you correctly, you are getting this error when you modify the entry that the staff member made? If so, to which field specifically does it complain that the user has no write access to? Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Gayford, Matthew C. Sent: Wednesday, December 05, 2007 3:25 PM To: arslist@ARSLIST.ORG Subject: Write Access to Field ** I'm having some problems writing to a field on a form I've created, I hope this makes sense... I've created a form with Visible permissions to the Staff group (custom group). I created a test user and added the Staff group to his group list. The test staff member is able to create entries in the form. The form has another tab that is only viewable to people in the Support group (another custom group). On that tab, there is a text field that has Change permissions set for the Support group. I made a second user who belongs to the support group and tried to add data to the entry the Staff member made on the Support tab. When I do this, I get an ARRERR 330 error (you do not have write access to field). Can anyone point me in the right direction on this? Thanks. -Matt __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Write Access to Field RESOLVED
It looks like something got lost in translation between the people form and the user form on the Support account - they had a read license listed on the User form but fixed a license on the people form. Setting the user form license option to fixed resolved the issue. Matt From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Thursday, December 06, 2007 7:54 AM To: arslist@ARSLIST.ORG Subject: Re: Write Access to Field ** You're exactly right Joe. The field I'm writing to is a diary field I created, which is the one referenced in the error. Matt From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Thursday, December 06, 2007 12:20 AM To: arslist@ARSLIST.ORG Subject: Re: Write Access to Field ** If I understood you correctly, you are getting this error when you modify the entry that the staff member made? If so, to which field specifically does it complain that the user has no write access to? Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Gayford, Matthew C. Sent: Wednesday, December 05, 2007 3:25 PM To: arslist@ARSLIST.ORG Subject: Write Access to Field ** I'm having some problems writing to a field on a form I've created, I hope this makes sense... I've created a form with Visible permissions to the Staff group (custom group). I created a test user and added the Staff group to his group list. The test staff member is able to create entries in the form. The form has another tab that is only viewable to people in the Support group (another custom group). On that tab, there is a text field that has Change permissions set for the Support group. I made a second user who belongs to the support group and tried to add data to the entry the Staff member made on the Support tab. When I do this, I get an ARRERR 330 error (you do not have write access to field). Can anyone point me in the right direction on this? Thanks. -Matt __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: ITSM 7.0 - Incident - Email Inbound
He's referring to the HPD:IncidentInterface_Create form. It serves as an intermediary for the HPD:Help Desk form. -Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Thursday, December 06, 2007 9:40 AM To: arslist@ARSLIST.ORG Subject: Re: Question: ITSM 7.0 - Incident - Email Inbound ** Rick - what interface create form ? On 12/6/07, Rick Cook [EMAIL PROTECTED] wrote: ** Yes. You can do it using email templates or by just pushing the data in the emai fields (subject and body) to fields on a staging form, adding some default data to allow the Incident to be created, and then ensuring that someone does triage on it to get it properly categorized and assigned. Just a caveat - if you need to capture email attachments, you must use the templates. Remember to not submit it directly to HPD:HelpDesk - use that Interface Create form, which will create the Incident. Rick On 12/6/07, T. Dee [EMAIL PROTECTED] wrote: ** I was wondering if anyone has setup Remedy to create Incidents in ITSM 7.0 using email? Thanks! __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: ITSM 7.0 - Incident - Email Inbound (UNCLASSIFIED)
Check out page 150 in Administering BMC Remedy Email Engine guide (Email-Engine-700.pdf), that should answer all your questions. You can use either the database field ID or the field name when doing this. -Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Thursday, December 06, 2007 1:16 PM To: arslist@ARSLIST.ORG Subject: Re: Question: ITSM 7.0 - Incident - Email Inbound (UNCLASSIFIED) ** Thanks Gordon, I like this. I know this is an odd question, but, when you say PARSE email do I need to have the database field ids in the email like the template solution or? THANKS On 12/6/07, FRANK, GORDON CTR DISA JSSC [EMAIL PROTECTED] wrote: Classification: UNCLASSIFIED Caveats: NONE You can also do this through a Filter. Follow the following rough steps 1. Create an Inbound email address in the AR System Email Mailbox Configuration form - this email address should be one to one with the type of ticket you are submmitting - Make as many as there are incidents you want to capture - Make sure you select PARSE on the Email Action (on the Advanced Configuration tab) 2. Create a Filter which fires on Submit on the AR System Email Messages form - The Run if will be Mailbox Name = (email address in step 1) - Action will be Push Fields, Create a New Request (1=1) to the HPD:HelpDesk form (this is Incident) - Include all unique fields that you want to be pushed to Incident - Subject should equal Summary - Body should equal Notes or Description (depending upon your version) - Customer should be the From: email address (you can use the system to look up person info off eamil address if you wish) - Default everything else (get all of the Required fields) - If you have automatic assignment setup, then it will assign the ticket based upon the Summary, CTI combination. (CTI is now called Operational Categorization and the fields are Tier 1+, Tier 2 and Tier 3). - The Filter will submit the ticket similar to how the Requester Console submits a ticket. 3. The original email message will only be there on the submit, but the Filter will take the data and create a rough incident. You may need to have constant monitoring because many fields will be defaulted. Most of the time a rough incident is all you need. I've always said that if you have a capability to email (Sendmail, Outlook, etc.) you can create a rough BMC-Remedy ARS ticket. Gordon M. Frank DISA\Version FNS -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Thursday, December 06, 2007 9:17 AM To: arslist@ARSLIST.ORG Subject: Question: ITSM 7.0 - Incident - Email Inbound ** I was wondering if anyone has setup Remedy to create Incidents in ITSM 7.0 using email? Thanks! __20060125___This posting was submitted with HTML in it___ Classification: UNCLASSIFIED Caveats: NONE ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Write Access to Field
I'm having some problems writing to a field on a form I've created, I hope this makes sense... I've created a form with Visible permissions to the Staff group (custom group). I created a test user and added the Staff group to his group list. The test staff member is able to create entries in the form. The form has another tab that is only viewable to people in the Support group (another custom group). On that tab, there is a text field that has Change permissions set for the Support group. I made a second user who belongs to the support group and tried to add data to the entry the Staff member made on the Support tab. When I do this, I get an ARRERR 330 error (you do not have write access to field). Can anyone point me in the right direction on this? Thanks. -Matt ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Re-populating a field
That's exactly it. I used the Push function instead and it works exactly how I want it to. However, when the form is closed it tells the user that Your changes have not been saved or sent even though the submit button worked and pushed the fields. Is there any way around this? Thanks again! Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Wednesday, November 28, 2007 11:30 AM To: arslist@ARSLIST.ORG Subject: Re: Re-populating a field Why not replace the Commit Changes action to a Push Fields action and have Form B push the new request to itself? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Wednesday, November 28, 2007 10:12 AM To: arslist@ARSLIST.ORG Subject: Re-populating a field ** Hello List, This should be an easy question but I haven't found an answer yet. I have a form (let's called it Form A) with a button that performs an Open Window action to open Form B as a submit type window. Two character fields are set using 'field mapping' on open. The user can then enter data into Form B and press a Submit button with an active link that commits the changes and refreshes a table on Form B. However, once the commit change action occurs, the two fields that were set on Open Window are cleared. I would like them set back to the values that they were. How can I accomplish this? I am using ARS 7 with MSSQL 2005 on Windows 2003. Thanks! -Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Re-populating a field
Scratch that - a simple change of window type did the trick. -Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Wednesday, November 28, 2007 1:03 PM To: arslist@ARSLIST.ORG Subject: Re: Re-populating a field That's exactly it. I used the Push function instead and it works exactly how I want it to. However, when the form is closed it tells the user that Your changes have not been saved or sent even though the submit button worked and pushed the fields. Is there any way around this? Thanks again! Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Wednesday, November 28, 2007 11:30 AM To: arslist@ARSLIST.ORG Subject: Re: Re-populating a field Why not replace the Commit Changes action to a Push Fields action and have Form B push the new request to itself? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Wednesday, November 28, 2007 10:12 AM To: arslist@ARSLIST.ORG Subject: Re-populating a field ** Hello List, This should be an easy question but I haven't found an answer yet. I have a form (let's called it Form A) with a button that performs an Open Window action to open Form B as a submit type window. Two character fields are set using 'field mapping' on open. The user can then enter data into Form B and press a Submit button with an active link that commits the changes and refreshes a table on Form B. However, once the commit change action occurs, the two fields that were set on Open Window are cleared. I would like them set back to the values that they were. How can I accomplish this? I am using ARS 7 with MSSQL 2005 on Windows 2003. Thanks! -Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Remedy ITSM suite 7 in VMWare ESX??
We're running our test server on ESX. One of the nice features of the Client Infrastructure Client is the ability to get a graph of each box's resources (CPU, memory, etc) and has a console built in so you don't have to use remote desktop to get in and reboot ARS. :) Certainly make sure that you've got enough memory and processor allocated to the VM. We're running our test SQL server on VM as well, so make sure that has enough resources too! Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Clarkson, Timothy Sent: Tuesday, November 13, 2007 1:57 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy ITSM suite 7 in VMWare ESX?? I use ESCX for both development server,UAT and small Production server. I have not found any issues with using it under ESX. Actually I find it really useful for doing a snapshot and testing patches and code changes before promoting into Production. You just need to make sure that you have allocated sufficient memory to the Virtual Machines. Cheers Tim Clarkson From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Andre H Sent: Wednesday, 14 November 2007 04:59 To: arslist@ARSLIST.ORG Subject: Remedy ITSM suite 7 in VMWare ESX?? ** Hello, I am seeing if anyone has setup Remedy ITSM suite 7 in VMWare ESX. Windows 2003 base OS - AR Server, Mid-Tier, Service Desk, Change Management etc. (SQL 2000 or 2005) I need to gauge the usability of using VM for a true test - development environment vs. real hardware. If you have, please let me know - (Your configuration, issues, concerns). Thanks in advance, Andre Hughes Be a better pen pal. Text or chat with friends inside Yahoo! Mail. See how. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Disappearing work log entries
Hello Listers, I recently got a call from our Help Desk that work info entries on incidents were disappearing. After looking at the HPD:WorkLog form, we noticed that some of the entries have had their status set to Delete. I turned on the escalation and filter logs but haven't seen anything come across yet that is setting this. I browsed the filters in the admin tool and found one called HPD:WLG:SetStatus_500 that sets the Work Info status to Delete when 'z1D Previous Operation' = CREATE (fires on submit to HPD:WorkLog). There is also an else action to set the status to enabled. The question is, does anyone know what workflow is setting z1D Previous Operation? So far my logs haven't come up with anything, but the problem isn't occurring regularly. Thanks, -Matt ARS 7.0.01 ServiceDesk 7 MSSQL2005 Windows2003 Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Computer just beeps five sets of four beeps
For next time, check out http://h10025.www1.hp.com/ewfrf/wc/genericDocument?docname=bph07107cc=u slc=endlc=endlc=enlang=en. They list all the beep codes on their support web site. -Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr OC-ALC/ITMA Sent: Friday, September 21, 2007 3:24 PM To: arslist@ARSLIST.ORG Subject: Re: Computer just beeps five sets of four beeps Okay, problem solved. There was a power cord not plugged in properly. Thanks, Gary Opela, Jr Sr. Remedy Developer Leader Communications, Inc. 405 736 3211 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Durrant, Michael M. - ITSD Sent: Friday, September 21, 2007 2:22 PM To: arslist@ARSLIST.ORG Subject: Re: Computer just beeps five sets of four beeps ** Gary, A lot of the new HPs have diagnostic lights on the motherboard. Michael From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr OC-ALC/ITMA Sent: Friday, September 21, 2007 1:11 PM To: arslist@ARSLIST.ORG Subject: OT: Computer just beeps five sets of four beeps ** When we turn on this computer, it just beeps five sets of four beeps. It never boots up, the fan doesn't come on. It is an HP computer, and we cannot find the BIOS codes anywhere. PS: Sorry this is so off topic, but I've Googled it and couldn't find anything. Thanks, Gary Opela, Jr Sr. Remedy Developer Leader Communications, Inc. 405 736 3211 __20060125___This posting was submitted with HTML in it___ The information contained in this email may be privileged, confidential or otherwise protected from disclosure. All persons are advised that they may face penalties under state and federal law for sharing this information with unauthorized individuals. If you received this email in error, please reply to the sender that you have received this information in error. Also, please delete this email after replying to the sender. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Computer just beeps five sets of four beeps
Ah - perhaps this page doesn't include error codes for the specific model of PC. I haven't had a PC give a five set beep before. -Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Eric Cleereman (IT) Sent: Friday, September 21, 2007 4:13 PM To: arslist@ARSLIST.ORG Subject: Re: Computer just beeps five sets of four beeps Hi Matt, I don't see where this page lists five sets of four beeps. Was this the page you'd meant to send? Eric Cleereman -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Gayford, Matthew C. Sent: Friday, September 21, 2007 4:03 PM To: arslist@ARSLIST.ORG Subject: Re: Computer just beeps five sets of four beeps For next time, check out http://h10025.www1.hp.com/ewfrf/wc/genericDocument?docname=bph07107cc=u slc=endlc=endlc=enlang=en. They list all the beep codes on their support web site. -Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr OC-ALC/ITMA Sent: Friday, September 21, 2007 3:24 PM To: arslist@ARSLIST.ORG Subject: Re: Computer just beeps five sets of four beeps Okay, problem solved. There was a power cord not plugged in properly. Thanks, Gary Opela, Jr Sr. Remedy Developer Leader Communications, Inc. 405 736 3211 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Durrant, Michael M. - ITSD Sent: Friday, September 21, 2007 2:22 PM To: arslist@ARSLIST.ORG Subject: Re: Computer just beeps five sets of four beeps ** Gary, A lot of the new HPs have diagnostic lights on the motherboard. Michael From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr OC-ALC/ITMA Sent: Friday, September 21, 2007 1:11 PM To: arslist@ARSLIST.ORG Subject: OT: Computer just beeps five sets of four beeps ** When we turn on this computer, it just beeps five sets of four beeps. It never boots up, the fan doesn't come on. It is an HP computer, and we cannot find the BIOS codes anywhere. PS: Sorry this is so off topic, but I've Googled it and couldn't find anything. Thanks, Gary Opela, Jr Sr. Remedy Developer Leader Communications, Inc. 405 736 3211 __20060125___This posting was submitted with HTML in it___ The information contained in this email may be privileged, confidential or otherwise protected from disclosure. All persons are advised that they may face penalties under state and federal law for sharing this information with unauthorized individuals. If you received this email in error, please reply to the sender that you have received this information in error. Also, please delete this email after replying to the sender. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Request ID not being generated
Hello Listers, I'm trying to set up ticket generation via e-mail. I've got all the required fields filled in my e-mail, but I always get the error: Instruction:Submit Instruction Number:1 Instruction Template: Message Type: Message Number: 307 Message Text: Required field (without a default) not specified Appended Text: 100161 This is a little confusing, since 100161 is the ticket number. Shouldn't the system be generating the ticket number after it puts in the user's info? TIA ARS 7.0.01 p003; ServiceDesk 7; MSSQL2005; Windows Server 2003 Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Request ID not being generated
Thanks Phil. That seemed to work, as I got an e-mail back from remedy with a request ID and incident number, but searching by that ticket number isn't yielding any results. I also checked the requestor console (under requests with errors) but haven't been able to find it yet. -Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of bullcreek.com Sent: Wednesday, September 12, 2007 9:59 AM To: arslist@ARSLIST.ORG Subject: Re: Request ID not being generated ITSM 7 is quite different in that you don't submit directly to the Incident form. There is another form called HPD:IncidentInterface_Create that you submit your requests to via email which calls the workflow to generate the actual Incident ticket including generating the field 100161 for the HPD:Help Desk form. HTH Phil Bautista President / CEO Bull Creek Data Corporation www.bullcreek.com Remedy Approved Consultant (RAC) 512-731-0304 -Original message- From: Roger Justice [EMAIL PROTECTED] Date: Wed, 12 Sep 2007 09:32:35 -0400 To: arslist@ARSLIST.ORG Subject: Re: Request ID not being generated The Request ID is field 1 the Incident ID is created from another form that you will need to create using a new filter. -Original Message- From: Gayford, Matthew C. [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wed, 12 Sep 2007 9:29 am Subject: Request ID not being generated ** Hello Listers,  I’m trying to set up ticket generation via e-mail. I’ve got all the required fields filled in my e-mail, but I always get the error:  Instruction:   Submit Instruction Number:   1 Instruction Template:    Message Type: Message Number: 307 Message Text: Required field (without a default) not specified Appended Text: 100161  This is a little confusing, since 100161 is the ticket number. Shouldn ’t the system be generating the ticket number after it puts in the u ser’s info?  TIA  ARS 7.0.01 p003; ServiceDesk 7; MSSQL2005; Windows Server 2003  Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177  __20060125___This posting was submitted with HTML in it_ __ Email and AIM finally together. You've gotta check out free AOL Mail! - http ://mail.aol.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Survey Link Issue - Urgent
I sent a ticket to BMC about this and they referenced SW00270693, however the tech (Vishal) told me that the defect case is still open and cannot confirm a date for a fix. They recommended setting the survey field to submitter-change with anyone can submit turned on, but that did not fix the issue. We have had several customers complete survey without a problem but others cannot. All users have a read license and our submitter mode is set to locked. Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of 3abkarino Sent: Tuesday, September 04, 2007 5:35 AM To: arslist@ARSLIST.ORG Subject: Re: Survey Link Issue - Urgent Dear All, i have this problem in 2 location with 2 customer the first customer workin fine without any problem and this problem appear suddenly :( the next customer appear withot any work on the system when i creating one ticket as test :( i will try to install the patch file but i have many fears, any one try this patch or have the solution please update me mohamed fathy Eric Zhang-3 wrote: ** Rami, This is a known issue (defect number SW00270693). The BMC support told me that it's been fixed in the latest patch, ARS 7.0.01 patch 4, but I don't see it in the release note as being fixed. Thanks, Eric -Original Message- From: Rami S Ayoub [mailto:[EMAIL PROTECTED] Sent: Sunday, August 26, 2007 12:41 PM Subject: Survey Link Issue - Urgent ** Hi List, I have issue with survey link when it submit to the user by email link below http://remedy-vs/arsys/servlet/ViewFormServlet?form=SRM:Surveyview=Requ esterAnswerserver=remedy-vseid=SRV0332 After the user is fill the survey we getting those errors You do not have write license (ARERR 8932) You do not have write access to field Rating (1-10) AREER 330) You do not have write license (ARERR 8932) You do not have write access to field Rating (1-10) AREER 330) Any ideas how to resolve this issue, I have done permission public can change for all form related but still this error is come? Regards, Rami __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are -- View this message in context: http://www.nabble.com/Survey-Link-Issue---Urgent-tf4331651.html#a1247476 0 Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Remedy Skilled Professionals
You have to buy separate licensing for it... Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jarl Grøneng Sent: Friday, August 24, 2007 3:00 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy Skilled Professionals ?? What secret handshake? - Jarl On 8/24/07, Rick Cook [EMAIL PROTECTED] wrote: ** Congratulations! Be sure to practice that secret handshake... Rick From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Heider, Stephen Sent: Friday, August 24, 2007 11:25 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Skilled Professionals ** ...and as of today, me too! Stephen Remedy Skilled Professional From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bowen, Marc Sent: Tuesday, July 31, 2007 1:25 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy Skilled Professionals Me too. Marc Bowen Remedy Skilled Professional From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rootuja Ghatge Sent: Tuesday, July 31, 2007 1:12 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy Skilled Professionals I'm an RSP. -Rootuja Ghatge From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Scott Ames Sent: Tuesday, July 31, 2007 8:01 AM To: arslist@ARSLIST.ORG Subject: Remedy Skilled Professionals ** How many Remedy Skilled Professionals are out there? __20060125___This posting was submitted with HTML in it_20060125___This posting was submitted with HTML in it___ *** The information in this email is confidential and may be legally privileged. It is intended solely for the addressee. Access to this email by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted to be taken in reliance on it, is prohibited and may be unlawful. When addressed to our clients any opinions or advice contained in this email are subject to the terms and conditions expressed in the governing KPMG client engagement letter. *** __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Manuals
About how long did it take to receive the manuals once your ordered? We asked our account rep a month or two ago and still haven't received them. -Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jarl Grøneng Sent: Tuesday, August 14, 2007 2:01 PM To: arslist@ARSLIST.ORG Subject: Re: Manuals Just got the english version. Of cource you pay for the shipping, but you does not see the bill :-) - Jarl On 8/14/07, Tony Worthington [EMAIL PROTECTED] wrote: Did you get every language for every product like we did? :-) Glad I don't pay their shipping bills... -- Tony Worthington [EMAIL PROTECTED] 262-703-5911 Jarl Grøneng [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 08/10/2007 12:54 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Manuals Yes, recieved a huge package last week with AR Server and Asset/Change manuals. -- Jarl On 8/10/07, Warren Baltimore [EMAIL PROTECTED] wrote: ** Anybody out there know if BMC is providing Hardcover ARS Manuals anymore -- Warren R. Baltimore II Remedy Developer UW Medicine IT Services School of Medicine University of Washington Box 358220 1325 Fourth Ave, Suite 2000 Seattle, WA 98101 The opinions expressed in this e-mail are in no way those of the University of Washington, or the State of Washington. They are my own. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are CONFIDENTIALITY NOTICE: This is a transmission from Kohl's Department Stores, Inc. and may contain information which is confidential and proprietary. If you are not the addressee, any disclosure, copying or distribution or use of the contents of this message is expressly prohibited. If you have received this transmission in error, please destroy it and notify us immediately at 262-703-7000. CAUTION: Internet and e-mail communications are Kohl's property and Kohl's reserves the right to retrieve and read any message created, sent and received. Kohl's reserves the right to monitor messages to or from authorized Kohl's Associates at any time without any further consent. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Licenses not applying through people form RESOLVED
That was it Roger. Thanks for your help on this! The filter CTM:PPG:Add_100_ChkLicenseFixed was incorrectly counting the number of fixed licenses in use. -Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Roger Justice Sent: Tuesday, August 07, 2007 5:17 PM To: arslist@ARSLIST.ORG Subject: ?*? Re: Licenses not applying through people form ** There was a error on a filter that counts licenses. Capture a log and review the filters that check for fixed licenses and you will see the qualification is not including fixed as it should. -Original Message- From: Gayford, Matthew C. [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tue, 7 Aug 2007 3:54 pm Subject: Licenses not applying through people form ** I’m just wondering if anyone has had a similar problem- When I try to assign fixed Incident Management licenses via the people form, I get an error that says “Unable to assign Fixed license. All Fixed licenses (8) for ‘Incident Mgmt/Service Desk’ have been assigned.” However, if I go to the user form and add BMC:Incident Mgmt User Fixed to the application license field, it works fine and I get the note that “the following application fixed licenses have been granted BMC:Incident Mgmt 5/8.” It seems like the people form isn’t seeing that we have licenses available. Has anyone seen this before? ARS 7 ServiceDesk 7 MSSQL2005 Windows2003 -Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 __20060125___This posting was submitted with HTML in it___ AOL now offers free email to everyone. Find out more about what's free from AOL at AOL.com http://www.aol.com?ncid=AOLAOF0002000437 . __20060125___This posting was submitted with HTML in it___
Licenses not applying through people form
I'm just wondering if anyone has had a similar problem- When I try to assign fixed Incident Management licenses via the people form, I get an error that says Unable to assign Fixed license. All Fixed licenses (8) for 'Incident Mgmt/Service Desk' have been assigned. However, if I go to the user form and add BMC:Incident Mgmt User Fixed to the application license field, it works fine and I get the note that the following application fixed licenses have been granted BMC:Incident Mgmt 5/8. It seems like the people form isn't seeing that we have licenses available. Has anyone seen this before? ARS 7 ServiceDesk 7 MSSQL2005 Windows2003 -Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ARDBCFields not populating in overview console
...and that's why I shouldn't work on the weekends. Thanks Roger! Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Roger Justice Sent: Sunday, August 05, 2007 7:02 PM To: arslist@ARSLIST.ORG Subject: Re: ARDBCFields not populating in overview console ** You are pulling from two different forms. The Incident Management Console uses the HPD:Helpdesk form and the Overview Console uses the SHR:OverviewConsole form. -Original Message- From: Gayford, Matthew C. [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Sun, 5 Aug 2007 5:02 pm Subject: Re: ARDBCFields not populating in overview console Yep, I've got it mapped on MAINHELPDESK with the appropriate field IDs (same on Overview and Overview Template form). I rebooted and the column works fine in the incident management console but not on the overview console. Matthew C. Gayford Technology Support Specialist Information Technology Systems Division University of North Carolina at Wilmington (910) 962-4357 -Original Message- From: Action Request System discussion list(ARSList) on behalf of Roger Justice Sent: Sun 8/5/2007 5:49 PM To: arslist@ARSLIST.ORG Subject: Re: ARDBCFields not populating in overview console Have you mapped the field in SHR:ARDBCFields and restarted to plugin/server. -Original Message- From: Gayford, Matthew C. [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Sun, 5 Aug 2007 1:51 pm Subject: ARDBCFields not populating in overview console ** Greetings ARS Listers, I've been asked to add two columns to the overview console and incident management console. I was able to add the Site field to the overview and incident management console after mapping it in ARDBC Fields and it worked without error. Now I'm trying to add the Requestor ID field and the field only populates when on the Incident Management form and not the Overview Console. I checked the permissions on the column and they are set exactly as the Site column. I know the ARDBC mapping is working since the requestor ID loads in incident management but I know I'm missing something - perhaps there is an additional Form GUID I need to map Requestor ID to (?). Thanks in advance, -Matt ARS 7 ServiceDesk 7 MSSQL2005 Windows2003 Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 __20060125___This posting was submitted with HTML in it___ AOL now offers free email to everyone. Find out more about what's free from AOL at AOL.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org http://www.arslist.org/ ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org http://www.arslist.org/ ARSlist:Where the Answers Are AOL now offers free email to everyone. Find out more about what's free from AOL at AOL.com http://www.aol.com?ncid=AOLAOF0002000437 . __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
ARDBCFields not populating in overview console
Greetings ARS Listers, I've been asked to add two columns to the overview console and incident management console. I was able to add the Site field to the overview and incident management console after mapping it in ARDBC Fields and it worked without error. Now I'm trying to add the Requestor ID field and the field only populates when on the Incident Management form and not the Overview Console. I checked the permissions on the column and they are set exactly as the Site column. I know the ARDBC mapping is working since the requestor ID loads in incident management but I know I'm missing something - perhaps there is an additional Form GUID I need to map Requestor ID to (?). Thanks in advance, -Matt ARS 7 ServiceDesk 7 MSSQL2005 Windows2003 Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ARDBCFields not populating in overview console
Yep, I've got it mapped on MAINHELPDESK with the appropriate field IDs (same on Overview and Overview Template form). I rebooted and the column works fine in the incident management console but not on the overview console. Matthew C. Gayford Technology Support Specialist Information Technology Systems Division University of North Carolina at Wilmington (910) 962-4357 -Original Message- From: Action Request System discussion list(ARSList) on behalf of Roger Justice Sent: Sun 8/5/2007 5:49 PM To: arslist@ARSLIST.ORG Subject: Re: ARDBCFields not populating in overview console Have you mapped the field in SHR:ARDBCFields and restarted to plugin/server. -Original Message- From: Gayford, Matthew C. [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Sun, 5 Aug 2007 1:51 pm Subject: ARDBCFields not populating in overview console ** Greetings ARS Listers, I've been asked to add two columns to the overview console and incident management console. I was able to add the Site field to the overview and incident management console after mapping it in ARDBC Fields and it worked without error. Now I'm trying to add the Requestor ID field and the field only populates when on the Incident Management form and not the Overview Console. I checked the permissions on the column and they are set exactly as the Site column. I know the ARDBC mapping is working since the requestor ID loads in incident management but I know I'm missing something - perhaps there is an additional Form GUID I need to map Requestor ID to (?). Thanks in advance, -Matt ARS 7 ServiceDesk 7 MSSQL2005 Windows2003 Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 __20060125___This posting was submitted with HTML in it___ AOL now offers free email to everyone. Find out more about what's free from AOL at AOL.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Import of People data into ITSM 7
If I remember correctly, the permission form is CTM:People Permission Groups and the support group form is CTM:Support Groups. I'm in the same boat as Shawn - our AD data is certainly not clean enough but we'll be developing a solution soon. Good luck! -Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn Sent: Wednesday, August 01, 2007 8:23 AM To: arslist@ARSLIST.ORG Subject: Re: Import of People data into ITSM 7 It depends on what level of import you require. If you just want to import all People data but don't care about users being set up and such, then you'll only need to import to CTM:People. However, if you want to set up Support Staff, you'll also need the User form, the Support Groups form, and the Permissions form. I forgot the exact names of the forms but you can easily find them by looking at CTM:People and seeing what those tables point to. I built a process to automatically import and update people from Active Directory, but it doesn't yet handle their permissions or support groups. Our AD data is not clean enough for that yet, but setting up an automated process to handle it is usually the best way to go with something as dynamic as People data. Shawn Pierson -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Srikanth Sent: Wednesday, August 01, 2007 12:07 AM To: arslist@ARSLIST.ORG Subject: Import of People data into ITSM 7 Hi All listers, I have a question on the import of the people data into Remedy for ITSM 7. I am pretty new to the ITSM world, So bear with me if I am asking a very silly question. While it is clear that we need inport the base people data into People form, I am not very clear with all the other forms that we need to load the data with people data. In our current system we do a load into SHR:People form. Are there any such forms in ITSM 7 too? We are doing a fressh implemetation of ITSM 7. Please let me know if you need any additional information. Any help would be greatly appreciated. Thanks and Regards, Srikanth ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are Private and confidential as detailed a href=http://www.sug.com/disclaimers/default.htm#Mail;here/a. If you cannot access hyperlink, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Product Classification uniqueness
I ran into the same problem Steve. Unfortunately I haven't found any workaround - the only real solution is to make all of your product names unique (somehow!). -Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Steve Burke Sent: Monday, July 30, 2007 6:12 PM To: arslist@ARSLIST.ORG Subject: Product Classification uniqueness Hi We have just started using ITSM Version 7 and have found it a rather frustrating process to say the least with lack of documentation The current issue we face is with the Production classification and when you get to Product level the list of products must be unique. Has anyone else foudn this to be a major restriction and if so have you managed a work around The way we have set up our product classification model requies products to appear under multiply Tier 1 and 2 options Eg Tier 1 Account Admin Tier 2 New Account Product = Remedy Tier 1 Software Tier 2 Standard Operating Enviroment Product Remedy Regards Steve Bullock ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
