7.0 Set Fields in HPD:Helpdesk from CTM:People Error
Greetings, I have created a non-visible text object on HPD:Helpdesk. I would like this object to turn visible on HPD:Helpdesk if when a customer is searched for and selected, and that customer is labeled as support staff. I have tried using a Set Fields active link, however when I save the action, all development fields clear themselves back to 'current screen'. My assumption is that I need to create a field on HPD:Helpdesk called 'Suppot Staff'. Then somehow cause an active link to trigger on a customer entry that pulls the support staff data from CTM:People, and if that flag = yes, then make the text field visible. I'm just stuck since Remedy Administrator keeps clearing my development. Can anyone walk me through this? Thanks in advance. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
Updating HPD_HelpDesk Tickets with CTM:People Changes
Greetings, We have renamed and reorganized sites and Organizations in CTM:People data. We now need to update all HPD_Helpdesk tickets to reflect the new data. This can be manually done by opening each ticket, clicking the modify button under customer information, then clicking the save button again. Is there a way to automate this? I just need the tickets to reflect the new customer information in CTM:People. Thanks in advance. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Null Reported Date ARS7
Out of curiosity, would it be possible to just open the actual ARSystem DB and manually enter the dates? I will give the import another shot with the updated advice. Thank you for the assistance! M.B. On Aug 16, 5:53 pm, Carey Matthew Black <[EMAIL PROTECTED]> wrote: > M.B. > > Sorry for the incomplete answer. I hit the send button to soon. :( > > Yes you need to cross map the value for the field that you want to set > to the field (in the file) that you want it to be set to. > So after you "Add All" > You need to set 'reported date' = $3$ (or whaterver field ID/field > name you are going to use to backfill the data with) before you do the > import. > > BTW: If you look at the 4th line of an ARX file you will see a line like > this... > " > FLD-ID 4 1 3 > " > > This is a space separated list of field ID's that were exported in the > arx file. In the example above fields: 4 , 1, and 3 were exported. I > would bet that your ARX file does not have a "1" as a field ID in the > file. > > Also .. I just looked on our ITSM v7 HPD:Helpdesk form and the field 1 > name is 'Entry ID' and it has a prefix of "INC". ( The 'Incident ID' > field is actually field ID 100161 and has a Field DB name of > "Incident Number". This field can not be used to update a record via > the import tool. Unless they finally fixed the idea of doing the > matching on other columns than field 1 when I was not looking. :) ) > > Submit Date = field ID 3 > > Which is why you were getting the errors you were getting. Without a > Field 1 value the Import tool assumes that your trying to create a new > record (like a Submit operation) instead of trying to update an > existing record ( like a Modify) operation. ( Keep in mind the filters > that are triggered are neither Submit, nor Modify. Only Merge filters > are triggered directly by the Import tool. Workflow can the trigger > Submit/Modify filters as a result of Push actions, and even Get Entry > filters too (SetField) but those are other topics for other days. So I > hope that does not confuse the issue any.) > > But there is a twist I was not expecting > Reported Date = field ID 100719, but it is a display only field ( > What the [EMAIL PROTECTED]@[EMAIL PROTECTED]@[EMAIL PROTECTED] ) > So that means that MAYBE if you import the data into that field > there will be workflow on Merge that puts it where it needs to go to > actually keep the value. The general approrach of using the import > tool to backfill the data should work if you can figure out where it > needs to be kept. Maybe the display only field already has workflow no > merge that will work. I think it is worth a shot at least. I doubt it > can hurt anything. (If you do your field map correctly.) > > If the Merge to the display only field fails to get you what your > after then you may need to turn on Filter tracing, do a Submit or a > Modify of a record where you manually set 'Reported Date' to a value > to be able to find where the value is kept in the application. (Sorry > for the confusion, but apparently the field you are likely seeing on > the form is not actually where that data is stored. GRRR.) > > HTH. > > -- > Carey Matthew Black > Remedy Skilled Professional (RSP) > ARS = Action Request System(Remedy) > > Love, then teach > Solution = People + Process + Tools > Fast, Accurate, Cheap Pick two. > > P.S. Your first initial would not happen to be a "C" would it? :) > > > > On Fri, Aug 15, 2008 at 5:12 PM, MCrawford <[EMAIL PROTECTED]> wrote: > > Can you clarify step one? I am exporting the following from > > HPD:Helpdesk to an ARX file. > > > 1 Incident ID > > 2 Reported Date > > 3 Submit Date > > > I open the import tool, and load the form and data. I click 'Add > > all'. From here I would think I would have to change the mappings so > > that Reported Date = Submit Date, but following your steps I just > > change the preference settings to update records and click the start > > import button. It gives me the following errors: > > > AR System Import Tool Fri Aug 15 17:05:59 2008 > > > Did not find any matching fields to add as new mappings (ARWARN > > 4013) > > > Import of d:\documents and settings\matthew.crawford\desktop > > \report.arx started. (ARNOTE 4001) > > > Record 1 : The value(s) for this entry violate a unique index > > that has been defined for this form -- HPD:Help Desk > > entry:INC00042965 fields: 100161 100079 100018 > > 100019 100080 4 100427 100
Re: Null Reported Date ARS7
Can you clarify step one? I am exporting the following from HPD:Helpdesk to an ARX file. 1 Incident ID 2 Reported Date 3 Submit Date I open the import tool, and load the form and data. I click 'Add all'. From here I would think I would have to change the mappings so that Reported Date = Submit Date, but following your steps I just change the preference settings to update records and click the start import button. It gives me the following errors: AR System Import Tool Fri Aug 15 17:05:59 2008 Did not find any matching fields to add as new mappings (ARWARN 4013) Import of d:\documents and settings\matthew.crawford\desktop \report.arx started. (ARNOTE 4001) Record 1 : The value(s) for this entry violate a unique index that has been defined for this form -- HPD:Help Desk entry:INC00042965 fields: 100161 100079 100018 100019 100080 4 100427 100063 100064 100065 20003 20004 20005 240001002 100869 100875 179 7 301735100 301734000 (ARERR 382) DATA "INC00045876" "" 1218122557 On Aug 15, 2:13 pm, Carey Matthew Black <[EMAIL PROTECTED]> wrote: > M.B. > > I am sure there is a way to fix these records. And I would guess that > one way would be to do something like this: > > 1) Export three columns of data from the effected records to an ARX or CSV > file. > Field 1 (maybe called 'Request ID', 'Entry ID', 'Call ID' or some > other name) > 'reported date' > Field 3 (maybe called 'Create Date', 'Create-date', or some other name) > > * Note if you do not want to set 'reported date' = 'Create Date' then > pick any other field you want from the existing record and export that > data instead of Field 3. > > 2) Use the Import tool to *update* the existing records. > Select the form, select the file that you exported above, and "Map all" > * Note: Configuring the Import tool to update existing records is > found in File(menu) --> Preferences (menu item) --> Duplicate Request > ID (tab) menu of the import tool. > > Barring any strange Merge filters on the form then that simple process > should work. > > -- > 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 Fri, Aug 15, 2008 at 1:16 PM, MCrawford <[EMAIL PROTECTED]> wrote: > > Greetings, > > > About 100 tickets have been created with blank/null reported dates. > > This is causing issues with reporting. Most of the tickets were > > associated with a single user. I have removed and re-created his > > account, and the error appears to be resolved. However, I need to > > know if there is a way to fix the erroneous tickets? > > > Thanks, > > > M.B. > > > ___ > > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org > > Platinum Sponsor:www.rmsportal.comARSlist: "Where the Answers Are" > > ___ > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org > Platinum Sponsor:www.rmsportal.comARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Null Reported Date ARS7
Greetings, About 100 tickets have been created with blank/null reported dates. This is causing issues with reporting. Most of the tickets were associated with a single user. I have removed and re-created his account, and the error appears to be resolved. However, I need to know if there is a way to fix the erroneous tickets? Thanks, M.B. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Survey Help Request: Creation via HPD:Help Desk in addition to Requester Console
I have enabled this option and it does not create any surveys when resolving or closing an incident created/closed from HPD:Helpdesk The only thing it appears to do is add the ticket to the requester console 'My Requests' table view. When the incident is resolved, there is no survey created, when the incident is closed, there is no survey created. Surveys are enabled via the Requester Console Rules. "Create Request on Submit" is enabled. Surveys are not being generated at all. Any thoughts? On Jul 15, 5:23 pm, Mark Seiler <[EMAIL PROTECTED]> wrote: > No customization is required. To enable Surveys for Incidents created in > both the RC and via HPD:Help Desk and to allow users the ability to view > client-created tickets on their Requester Console, there is a single setting > on the Incident Rules form. Go to: > user tool > app admin console > custom config tab > incident mgmt > advanced > options > rules > Select the button labeled "Create Request on Submit" > Hope this helps! > > On 7/15/08, MCrawford <[EMAIL PROTECTED]> wrote: > > > > > > > Greetings, > > > It appears that OOTB Remedy 7.x only creates/sends out customer > > surveys when creating an incident request via the Requester console. > > > In our environment we would like the Surveys to be created/sent out > > when an Incident is Resolved directly from the HPD:Help Desk Incident > > form. Do any of you have any information or helpful advice to offer > > in regards to this customization? > > > ___ > > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org > > Platinum Sponsor:www.rmsportal.comARSlist: "Where the Answers Are" > > ___ > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org > Platinum Sponsor:www.rmsportal.comARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Survey Help Request: Creation via HPD:Help Desk in addition to Requester Console
Greetings, It appears that OOTB Remedy 7.x only creates/sends out customer surveys when creating an incident request via the Requester console. In our environment we would like the Surveys to be created/sent out when an Incident is Resolved directly from the HPD:Help Desk Incident form. Do any of you have any information or helpful advice to offer in regards to this customization? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: ARS 7.1 Macro Recording and Reporting Oddity
I turned on Macro logging and it show no obvious errors. It says that the amount of results returned was 98, but again when I hit F5 or try to run a report it only displays ~15 results. I turned on Macro and Active Link logging, ran the macro and then hit F5 to change the results and the log is several pages long. It will take some time to go through this to see exactly what is happening. Misi - I recorded a Macro exactly as you instructed and it worked just fine, however I need my customers to be able to name and place the file exported wherever they want. This is a great temporary work around, thank you very much. It appears that this error is only present when creating a macro to display results. Any actions taken on the displayed results causes the query to reset or change somehow. I don't have access to our SQL server and our Sys Engineer is out today, so I can't watch SQL just yet. Thank you both, MCrawford On Jun 5, 3:17 am, Misi Mladoniczky <[EMAIL PROTECTED]> wrote: > Hi, > > Try turning on all kinds of logging on the client to see what happens. > > Maybe you have som active link that modifies the search criteria? > > When I do something like this, I typically do it in a single step. > > 1. Open form in search mode and press cntrl-e to clear everything > 2. Fill in your query in the advanced search > 3. Turn on macro recording > 4. Choose Tools -> Reporting > 5. Choose/define your report layout > 6. Report -> Export -> To File > 7. Save your macro > > I do not know if this will help you... > > Best Regards - Misi, RRR AB,http://www.rrr.se > > Products from RRR Scandinavia: > * RRR|License - Not enough Remedy licenses? Save money by optimizing. > * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. > * RRR|Translator - Manage and automate your language translations. > Find these products, and many free tools and utilities, athttp://rrr.se. > > > > > > > Greetings, > > > I have run across something rather strange in regards to recording > > macros and exporting the data returned to csv. When I record a macro > > for an incident query/search it returns the correct results, however > > when I export the data to .csv it is only exporting a fraction of the > > items shown in the results window. Furthermore, when I run these > > macros as said before the correct results are returned, but when I > > press F5 to refresh the results it shows those 'fractions of the > > results' that are being reported. It's difficult to explain, but I > > will walk you through my process. > > > To create these macros I do the following: > > 1. Open Incident in Search mode. > > 2. Click the macro record button. > > 3. Click 'Advanced' button to display advanced search bar. > > 4. Paste a query into the Advanced search bar: 'Submit Date' > ( $DATE > > $ - ( 60 * 60 * 24 * 1 ) ) AND 'Status*' < "Resolved" AND > > '26001' = "NYA" > > > 5. Click the 'Search' Button and the results appear (in this example ~ > > 125 results) > > 6. Click the macro save button, and name the macro. > > > To run the Macro: > > 1. Click the macro name from the drop down list. > > > This displays the same ~125 results. However, when I select all 125 > > items, and export the items to a .csv file it only shows ~15 results. > > I go back to the macro results and run them again, same ~125 results. > > This time I hit the F5 key and the results drop down to ~15. This is > > very very strange. > > > I tried the query manually, and it returns ~125 results. Then I hit > > F5 and the results stay the same, and I can report on the entire > > list. What am I doing wrong? I can create a video of this if needed. > > > ___ > > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org > > Platinum Sponsor:www.rmsportal.comARSlist: "Where the Answers Are" > > > -- > > This message was scanned by ESVA and is believed to be clean. > > ___ > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org > Platinum Sponsor:www.rmsportal.comARSlist: "Where the Answers Are"- Hide > quoted text - > > - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
ARS 7.1 Macro Recording and Reporting Oddity
Greetings, I have run across something rather strange in regards to recording macros and exporting the data returned to csv. When I record a macro for an incident query/search it returns the correct results, however when I export the data to .csv it is only exporting a fraction of the items shown in the results window. Furthermore, when I run these macros as said before the correct results are returned, but when I press F5 to refresh the results it shows those 'fractions of the results' that are being reported. It's difficult to explain, but I will walk you through my process. To create these macros I do the following: 1. Open Incident in Search mode. 2. Click the macro record button. 3. Click 'Advanced' button to display advanced search bar. 4. Paste a query into the Advanced search bar: 'Submit Date' > ( $DATE $ - ( 60 * 60 * 24 * 1 ) ) AND 'Status*' < "Resolved" AND '26001' = "NYA" 5. Click the 'Search' Button and the results appear (in this example ~ 125 results) 6. Click the macro save button, and name the macro. To run the Macro: 1. Click the macro name from the drop down list. This displays the same ~125 results. However, when I select all 125 items, and export the items to a .csv file it only shows ~15 results. I go back to the macro results and run them again, same ~125 results. This time I hit the F5 key and the results drop down to ~15. This is very very strange. I tried the query manually, and it returns ~125 results. Then I hit F5 and the results stay the same, and I can report on the entire list. What am I doing wrong? I can create a video of this if needed. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
ARS 7_1 ARERR 9352 A form definition has been changed, so unable to retrive data.
Greetings, A single user account is receiving the following error message: "A form definition has been changed, so unable to retrieve data. Please contact administrator (ARERR 9352)" The error occurs when he logs into the mid-tier web platform, opens the incident management console, and double clicks any ticket listed. The ErrorMessages PDF document adds this: "The definition of a form that users have loaded was changed in such a way that a table on the form cannot be refreshed." The error only appears when logged in as this user on the mid tier web platform. When logging in with his account on the client, the error does not appear. This is an our-of-the-box HPD:Helpdesk form, with 2 filters applied. The user is an Incident Master, with a floating license. His account was working correctly before the Memorial Day weekend. Nothing has changed since then that I can identify. I am the only administrator. The ErrorMessages document is extremely vague and I can not seem to track down a source for this error. Can any of you point me in the right direction? Thank you in advance, M Crawford ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
