Re: [EXTERNAL] Garbled User tool screens
Hi Rick, I'll pass this info along! The users who were experiencing the issue, were they using the midtier or the client? (we have had issues on both formats; oddly enough mostly on the client). Thanks for the info!!! -- We have seen a similar problem in the mid-tier, instead of flushing the cache we now stop Tomcat to delete the cache files manually then restart Tomcat. Rebuilding all the cache files from start seems to resolve the issues (which were users having problems with fields and workflow after an MT cache flush). -Rick ___ Rick Westbrock -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K Sent: Tuesday, January 22, 2013 7:57 AM To: arslist@ARSLIST.ORG Subject: Re: [EXTERNAL] Garbled User tool screens Mary: Not specifically, but we have seen various random weird behaviors with forms accessed via the User Tool, usually after we've made updates to the form. Rather than changing the home directory as you were advised, we found that if we just have the user clear out all folders in their home directory except for the arcmds folder and leave the individual files alone (because most of those pertain to login credentials and/or the ability to dump reports to Excel), it would quite often clear up the weirdness they were experiencing. And to have your users do that like Fred suggests after each update to the form, why, that's downright proactive! ;] They first time they access forms after logging back it, it'll be a little slow as the forms recache, but better that than a form that doesn't work right. Good luck! Natalie Stroud SAIC @ Sandia National Laboratories ARS-ITSM Tester Albuquerque, NM USA nkst...@sandia.gov ITSM 7.6.04 SP2 – Windows 2003 – SQL Server 2008 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mary Dollus Sent: Tuesday, January 22, 2013 7:29 AM To: arslist@ARSLIST.ORG Subject: [EXTERNAL] Garbled User tool screens Morning! When we flush our midtier servers after we have updated forms/workflow on our servers, from time to time users will experience what they see as a garbled screen when they open a form using the User tool. What they are actually seeing is a different view than is identified in the Application. For instance if we have 2 views on a form, Support and Admin, we define Support in the application as the primary view. Sporadically, they will see the Admin view; which contains all the fields and is rather messy sometimes. This is the feedback we received from BMC this morning: "Looking at the answers and explaination it seems like there might be a issue with the User tool cache. I would lke you to try the following for the users who are getting this issue. 1. Delete the records for this userd from the AR System User Preference form. 2. Change the home directory of the User tool and restart the User tool." Has anyone else experienced this? Thanks!!! Mary Dollus ARS 7.6.04 Oracle/UNIX ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: [EXTERNAL] Garbled User tool screens
Awesome Fred, thanks!!! :) I just posted to the BMC Communities the Cache Clean utility we use https://communities.bmc.com/communities/docs/DOC-22412 We have customized the primary form the users have and added a form menu (button) that does the following: Closes all open forms then executes the Cache Clean with a Run Process (from a shared server UNC path "\\server\sharePath\RemedyCacheClean.exe"). Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K Sent: Tuesday, January 22, 2013 9:57 AM To: arslist@ARSLIST.ORG Subject: Re: [EXTERNAL] Garbled User tool screens Mary: Not specifically, but we have seen various random weird behaviors with forms accessed via the User Tool, usually after we've made updates to the form. Rather than changing the home directory as you were advised, we found that if we just have the user clear out all folders in their home directory except for the arcmds folder and leave the individual files alone (because most of those pertain to login credentials and/or the ability to dump reports to Excel), it would quite often clear up the weirdness they were experiencing. And to have your users do that like Fred suggests after each update to the form, why, that's downright proactive! ;] They first time they access forms after logging back it, it'll be a little slow as the forms recache, but better that than a form that doesn't work right. Good luck! Natalie Stroud SAIC @ Sandia National Laboratories ARS-ITSM Tester Albuquerque, NM USA nkst...@sandia.gov ITSM 7.6.04 SP2 – Windows 2003 – SQL Server 2008 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mary Dollus Sent: Tuesday, January 22, 2013 7:29 AM To: arslist@ARSLIST.ORG Subject: [EXTERNAL] Garbled User tool screens Morning! When we flush our midtier servers after we have updated forms/workflow on our servers, from time to time users will experience what they see as a garbled screen when they open a form using the User tool. What they are actually seeing is a different view than is identified in the Application. For instance if we have 2 views on a form, Support and Admin, we define Support in the application as the primary view. Sporadically, they will see the Admin view; which contains all the fields and is rather messy sometimes. This is the feedback we received from BMC this morning: "Looking at the answers and explaination it seems like there might be a issue with the User tool cache. I would lke you to try the following for the users who are getting this issue. 1. Delete the records for this userd from the AR System User Preference form. 2. Change the home directory of the User tool and restart the User tool." Has anyone else experienced this? Thanks!!! Mary Dollus ARS 7.6.04 Oracle/UNIX ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: [EXTERNAL] Garbled User tool screens
Thanks for the tips Natalie! and sorry for the delayed reply... That is one fix we have tried and yes it works. :) We have a huge customer base and some of them do not take kindly to having them all flush their directories when it should not effect their desks. We are hoping to find the root cause... although I do have to say that since all of us have upgraded to the latest patched version of the dev tool, it has not happened (fingers crossed, I am implementing two releases tomorrow night that require a midtier cache flush). I can report back later this week to see if it happens again... if not, that may be the fix we needed. :) thanks again!! - Mary: Not specifically, but we have seen various random weird behaviors with forms accessed via the User Tool, usually after we've made updates to the form. Rather than changing the home directory as you were advised, we found that if we just have the user clear out all folders in their home directory except for the arcmds folder and leave the individual files alone (because most of those pertain to login credentials and/or the ability to dump reports to Excel), it would quite often clear up the weirdness they were experiencing. And to have your users do that like Fred suggests after each update to the form, why, that's downright proactive! ;] They first time they access forms after logging back it, it'll be a little slow as the forms recache, but better that than a form that doesn't work right. Good luck! Natalie Stroud SAIC @ Sandia National Laboratories ARS-ITSM Tester Albuquerque, NM USA nkst...@sandia.gov ITSM 7.6.04 SP2 – Windows 2003 – SQL Server 2008 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mary Dollus Sent: Tuesday, January 22, 2013 7:29 AM To: arslist@ARSLIST.ORG Subject: [EXTERNAL] Garbled User tool screens Morning! When we flush our midtier servers after we have updated forms/workflow on our servers, from time to time users will experience what they see as a garbled screen when they open a form using the User tool. What they are actually seeing is a different view than is identified in the Application. For instance if we have 2 views on a form, Support and Admin, we define Support in the application as the primary view. Sporadically, they will see the Admin view; which contains all the fields and is rather messy sometimes. This is the feedback we received from BMC this morning: "Looking at the answers and explaination it seems like there might be a issue with the User tool cache. I would lke you to try the following for the users who are getting this issue. 1. Delete the records for this userd from the AR System User Preference form. 2. Change the home directory of the User tool and restart the User tool." Has anyone else experienced this? Thanks!!! Mary Dollus ARS 7.6.04 Oracle/UNIX ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Garbled User tool screens
Hi Drew, They didn't say to recreate it, just to delete it. Once a user logs in and changes any of their preferences, it will create a new one. So that's what I'm thinking they mean. sorry for the delayed reply! - ** Hi Mary. As far as suggestion #1 from BMC Support...do they mean delete and re-create the User Pref entry for that login? Drew JTF-Bravo, Honduras _ARSlist: "Where the Answers Are" and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Garbled User tool screens
Thanks Fred! it seems like if we don't flush the cache on the midtier, it doesn't happen. But I'd say it's rare that we do not do a flush cache in that instance. We will start doing that as well to see if it helps. -Original Message- The MidTier is just another client so flushing the cache on it will have nothing to do with the User tool. It sounds more like something happening when you update the forms/workflow. After we do an update we tell the users to clear their cache for the User tool Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mary Dollus Sent: Tuesday, January 22, 2013 8:29 AM To: arslist@ARSLIST.ORG Subject: Garbled User tool screens Morning! When we flush our midtier servers after we have updated forms/workflow on our servers, from time to time users will experience what they see as a garbled screen when they open a form using the User tool. What they are actually seeing is a different view than is identified in the Application. For instance if we have 2 views on a form, Support and Admin, we define Support in the application as the primary view. Sporadically, they will see the Admin view; which contains all the fields and is rather messy sometimes. This is the feedback we received from BMC this morning: "Looking at the answers and explaination it seems like there might be a issue with the User tool cache. I would lke you to try the following for the users who are getting this issue. 1. Delete the records for this userd from the AR System User Preference form. 2. Change the home directory of the User tool and restart the User tool." Has anyone else experienced this? Thanks!!! Mary Dollus ARS 7.6.04 Oracle/UNIX ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Garbled User tool screens
Morning! When we flush our midtier servers after we have updated forms/workflow on our servers, from time to time users will experience what they see as a garbled screen when they open a form using the User tool. What they are actually seeing is a different view than is identified in the Application. For instance if we have 2 views on a form, Support and Admin, we define Support in the application as the primary view. Sporadically, they will see the Admin view; which contains all the fields and is rather messy sometimes. This is the feedback we received from BMC this morning: "Looking at the answers and explaination it seems like there might be a issue with the User tool cache. I would lke you to try the following for the users who are getting this issue. 1. Delete the records for this userd from the AR System User Preference form. 2. Change the home directory of the User tool and restart the User tool." Has anyone else experienced this? Thanks!!! Mary Dollus ARS 7.6.04 Oracle/UNIX ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Question regarding !=$VUI$
Ok, I added a message to the If action and now I can see the VUI, :) still can't get it to do what I want exactly, but am still trying. thanks for everyone's suggestions and comments! Original Message- Hi LJ, it's on Window Loaded, and selecting from the "Choose Support Desk" menu. thx! ---Original Message Mary, What is the execute on condition of the AL? I ask because if you have it opening sufficiently 'early', it may be executing before a view is chosenthis shouldn't be the case with 'Window Loaded', as I think this one is the final execute option on a window opening. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Re: Question regarding !=$VUI$
Hi LJ, it's on Window Loaded, and selecting from the "Choose Support Desk" menu.
thx!
---Original Message
Mary,
What is the execute on condition of the AL? I ask because if you have it
opening sufficiently 'early', it may be executing before a view is
chosenthis shouldn't be the case with 'Window Loaded', as I think this one
is the final execute option on a window opening.
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mary Dollus
Sent: Wednesday, September 19, 2012 10:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: Question regarding !=$VUI$
Thanks to both of you!
I did try the message, and it did not pop up anything... the other part of my
run if (the short version) has $OPERATION$ criteria in it... it looks like
this:
('Choose Support Desk' = "View1") AND ($VUI$ != "Support_View1") AND
($OPERATION$ = "Query")
So when I choose from the menu, I also have an Else action that is supposed to
pop up the VUI, but it is blank... :(
I'll start by removing parts of the Run If, and see which part is breaking it.
:)
thanks again,
Mary
Did it too, it works. You could check the value of $VUI$ by displaying
a message "on window loaded".
On Wed, Sep 19, 2012 at 5:51 PM, Jose Manuel Huerta Guillén
wrote:
> ** I used LIKE with $VUI$ so, I expect that != will also work.
>
> Jose Manuel Huerta
> http://theremedyforit.com/
>
>
>
>
> On Wed, Sep 19, 2012 at 5:49 PM, Mary Dollus wrote:
>>
>> ope that makes sense
>
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
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Re: Question regarding !=$VUI$
Thanks to both of you!
I did try the message, and it did not pop up anything... the other part of my
run if (the short version) has $OPERATION$ criteria in it... it looks like this:
('Choose Support Desk' = "View1") AND ($VUI$ != "Support_View1") AND
($OPERATION$ = "Query")
So when I choose from the menu, I also have an Else action that is supposed to
pop up the VUI, but it is blank... :(
I'll start by removing parts of the Run If, and see which part is breaking it.
:)
thanks again,
Mary
Did it too, it works. You could check the value of $VUI$ by displaying
a message "on window loaded".
On Wed, Sep 19, 2012 at 5:51 PM, Jose Manuel Huerta Guillén
wrote:
> ** I used LIKE with $VUI$ so, I expect that != will also work.
>
> Jose Manuel Huerta
> http://theremedyforit.com/
>
>
>
>
> On Wed, Sep 19, 2012 at 5:49 PM, Mary Dollus wrote:
>>
>> ope that makes sense
>
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Question regarding !=$VUI$
Hi All, I have a form that has several views because of their needs (different type users for same form). I have a Menu that allows them to choose the correct view... let's just say it's View 1, View 2, View 3 and View 4. My existing workflow opens the selected view in Search mode. For view 1, it follows the Blue for Search and Green for New (when they choose from the New/Search icons at the top of the screen). I'm trying to force my menu selections to follow that as well so that if is a Submit Operation, then it will open the Submit View, which is a different color than the Search/Modify view. I tried several combinations, some very lengthy 'run if' combinations which sort of work; but it's getting longer and longer trying to cover every scenario that may be encountered... Is it possible use !=$VUI$ in a the Run if? I tried but it does not seem to be working for me... but then it may be some other part of the statment as well... so I'm just trying to get verification that we can actually use ($VUI$ != "Support_View1"). Support_View1 would be the name of the specific view I need to change it to. thanks!!! :) and I hope that makes sense. Mary Dollus ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Re: Changing Next ID Block Size - anything to be aware of?
Thanks Rick! We made the suggested changes on the Email Message form and all seems to be well. We've had discussions with a lot of our our customers on reducing the amounts of email sent and they re a bit resistant to it... :) but we keep trying. :) thanks again to you and everyone! Mary - ORIGINAL - ** Yes, Mary. You turn on/off the capability at an AR Server level, but the number is done form by form. Multiple NM (Network Monitoring) systems, like would be in place at a large corporation comprised of an assortment of smaller acquisitions not yet all on the same platform, could feed large numbers of alarms into Remedy as Incidents. I've seen 30k tickets a day in one system (90% NM-sourced), and I am sure that some run higher than that. Gaps will occur on AR System restart, and all unused Entry IDs are lost. In a server group, this will mean that each server has its own set for pre-allocated IDs, and restarting all servers would cause all sets to be lost on restart. This can be disconcerting to users as well as those who do reporting/metrics. If you work in an industry that audits Remedy data, having missing blocks of IDs may show as a red flag - something to consider. The advice about turning off the Change History is a good one, and indicates the better path to the solution to performance issues. If performance is an issue, my advice is to address it in different ways (like that one) that don't have the negative side effects of the Entry-ID-Block. That being said, I would have a lot less of an issue using the ID allocation for a back-end form like Email Messages than I would for a customer facing one with lots of metrics and reports like Incidents. For instance, I don't know the details of your mail distribution, but you may be able to cut it substantially by turning off some notifications, creating Exchange aliases and sending ONE email out from AR System to that group vs. having the notification group in Remedy that sends a separate email to each person in the group, etc. Email output was actually the source of my testing, as we were doing some consolidation of ticket status update emails to only send one email/person/day instead of one per person/ticket/day. The solution cut the number of outgoing emails by about 85%, if memory serves, and gave the email servers some of their resources back. Rick ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Re: Changing Next ID Block Size - anything to be aware of?
Thanks Fred! and yes, that is where our deadlocks happened as well. (ARSCHEMA). I should have mentioned that before, sorry. Thanks for that tip!!! It doesn’t have to be just Network Management (or other apps) creating large number of records in a form. In our custom system we have a history form (with a type value) to do audit trail work. The Oracle DBA was reporting deadlocks on ARSCHEMA due to the large number of creates in the audit history. What we have in our 7.6.04 SP3 system is the server default is set at 1 and on specific forms we have the form block size set to a higher number (25 on the audit history, 20 on email messages, ...). We also turned off the Status History on our audit history form (since it is always just a create to that form status history is not needed and that eliminates a second SQL insert action for every record). This has eliminated our problem. Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC Sent: Tuesday, September 11, 2012 9:28 AM To: arslist@ARSLIST.ORG Subject: Re: Changing Next ID Block Size - anything to be aware of? Mary, NM stands for Network Management, but in truth, it is any external system that is generating high volume in a single form, be it Network Management, Web Services, scripts, anything that creates records. I've even blocked myself with multiple escalation threads creating records in the same forms. I would agree with Rick that in 'standard' situations, where you have low volume, and or no automation that creates high volumes of records, you are at little risk of needing this setting. If however you are needing high concurrency of simultaneous submits with some integration, then you may come up against this problem. In your example below you said that you had 10 instances of the script running simultaneously, but were only using 2 threads. I don't know if you realize it or not, but the net effect of your testing was actually only running 2 scripts simultaneously, while the other 8 sat in queue until one of the threads was available, then the next was processed. If you want to truly run them simultaneously, you will need to increase your thread counts to values that allow all instances to run at the same time. With that said, if 10 concurrent is not an actual expected value that NEEDS concurrent processing, then 2 threads should generally be able to handle 10 requests within the specified timeframe without error, but don't confuse yourself into thinking that they are running simultaneously :) To answer your last question, yes, you can change the setting per form in the Form Properties. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Re: Changing Next ID Block Size - anything to be aware of?
Thanks LJ! I will pass this info along. I'm not doing the actual testing, but I would not have known that either, so I learned something new :) Thanks again!! ** Mary, NM stands for Network Management, but in truth, it is any external system that is generating high volume in a single form, be it Network Management, Web Services, scripts, anything that creates records. I've even blocked myself with multiple escalation threads creating records in the same forms. I would agree with Rick that in 'standard' situations, where you have low volume, and or no automation that creates high volumes of records, you are at little risk of needing this setting. If however you are needing high concurrency of simultaneous submits with some integration, then you may come up against this problem. In your example below you said that you had 10 instances of the script running simultaneously, but were only using 2 threads. I don't know if you realize it or not, but the net effect of your testing was actually only running 2 scripts simultaneously, while the other 8 sat in queue until one of the threads was available, then the next was processed. If you want to truly run them simultaneously, you will need to increase your thread counts to values that allow all instances to run at the same time. With that said, if 10 concurrent is not an actual expected value that NEEDS concurrent processing, then 2 threads should generally be able to handle 10 requests within the specified timeframe without error, but don't confuse yourself into thinking that they are running simultaneously :) To answer your last question, yes, you can change the setting per form in the Form Properties. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mary Dollus Sent: Tuesday, September 11, 2012 8:17 AM To: arslist@ARSLIST.ORG Subject: Re: Changing Next ID Block Size - anything to be aware of? Rick, Thanks so much Rick! And yes that is our issue... we send out enormous amounts of email, so the AR System Email Message form gets hit pretty hard and the system was tied up creating the New ID's and yes, caused performance issues... Were you able to do any testing in 7.6.04? And yes, we are considering this based on a recommendation from BMC Here are the results of our testing so far: ["No gaps were created under the test conditions which involved running 10 instances of the script simultaneously. Tricia used the application on the 7.6 system, and there were only 2 fast/2 list threads. One thing observed was that when Tricia changed the next id block size from 25 down to 1, a gap of several IDs occurred. The Remedy documentation says that a restart of ARS can result in gaps. This appears to be caused because the reserved block of IDs is in memory and this is lost when restarting ARS, or in this case also when the AR configuration change occurred. So, we can expect gaps if arserverd crashes or is restarted, but perhaps it is unlikely otherwise."] Sorry if this is a dumb question,,, but in your comment below, what does "MULTIPLE NM" mean... and are you saying it is possible to add the next ID increase to ONLY that form? and not a global change for all forms? "[Your comment from below] So if you have MULTIPLE NM apps feeding the SAME form at the SAME time with LOTS of records (thousands/day), then yes, you should increase the setting for THAT form to a higher number. " Thanks!! Mary Mary, I did some extensive research on the Next-ID-Block size setting in 7.5 a couple years ago. That research involved formal performance testing and conversations with BMC Engineers about the results I found. The results were that it didn't help. In fact, performance was actually diminished in over half of the cases. Maybe that was due to unrelated traffic, but at very least I can say that there was no noticeable improvement with the settings at anything above 1. The word from BMC when this feature was released was that it was in response to multiple Network Management applications (i.e. Patrol, Netcool, HP, Tivoli, etc.) feeding large number of records into the same form on the same AR Server at the same time. This caused contention for SQL pulls of the Entry ID, which was causing performance issues. The problem is that BMC, for some reason, is recommending increasing that number to something above 1 as a default setting, without apparent justification for that recommendation. I have seen nothing that has changed the justification for the setting beyond the initial requirement. I have seen nothing to indicate that either the function or the rationale have changed in 7.6x. So if you have MULTIPLE NM apps feeding the SAME form at the SAME time with LOTS of records (th
Re: Changing Next ID Block Size - anything to be aware of?
Thank you Jose, I wll pass this information along... I'm not sure if this was experienced or thought of on our side! Very helpful... Mary ** If you have a server group the most noticeable non desirable effect is the sort of requests. Your users must be warmed, because they can think that something is wrong. Server A reserves 100 to 124, and generates request 100. Server B reserves 125 to 149, and generates request 125 Server A generates request 101. So request 101 is older that 125. That can be confusing for users. Also, at reboot of your ARS service, you can loose the unused reserved ID's. Regards, Jose Manuel Huerta http://theremedyforit.com/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Re: Changing Next ID Block Size - anything to be aware of?
Rick, Thanks so much Rick! And yes that is our issue... we send out enormous amounts of email, so the AR System Email Message form gets hit pretty hard and the system was tied up creating the New ID's and yes, caused performance issues... Were you able to do any testing in 7.6.04? And yes, we are considering this based on a recommendation from BMC Here are the results of our testing so far: ["No gaps were created under the test conditions which involved running 10 instances of the script simultaneously. Tricia used the application on the 7.6 system, and there were only 2 fast/2 list threads. One thing observed was that when Tricia changed the next id block size from 25 down to 1, a gap of several IDs occurred. The Remedy documentation says that a restart of ARS can result in gaps. This appears to be caused because the reserved block of IDs is in memory and this is lost when restarting ARS, or in this case also when the AR configuration change occurred. So, we can expect gaps if arserverd crashes or is restarted, but perhaps it is unlikely otherwise."] Sorry if this is a dumb question,,, but in your comment below, what does "MULTIPLE NM" mean... and are you saying it is possible to add the next ID increase to ONLY that form? and not a global change for all forms? "[Your comment from below] So if you have MULTIPLE NM apps feeding the SAME form at the SAME time with LOTS of records (thousands/day), then yes, you should increase the setting for THAT form to a higher number. " Thanks!! Mary Mary, I did some extensive research on the Next-ID-Block size setting in 7.5 a couple years ago. That research involved formal performance testing and conversations with BMC Engineers about the results I found. The results were that it didn't help. In fact, performance was actually diminished in over half of the cases. Maybe that was due to unrelated traffic, but at very least I can say that there was no noticeable improvement with the settings at anything above 1. The word from BMC when this feature was released was that it was in response to multiple Network Management applications (i.e. Patrol, Netcool, HP, Tivoli, etc.) feeding large number of records into the same form on the same AR Server at the same time. This caused contention for SQL pulls of the Entry ID, which was causing performance issues. The problem is that BMC, for some reason, is recommending increasing that number to something above 1 as a default setting, without apparent justification for that recommendation. I have seen nothing that has changed the justification for the setting beyond the initial requirement. I have seen nothing to indicate that either the function or the rationale have changed in 7.6x. So if you have MULTIPLE NM apps feeding the SAME form at the SAME time with LOTS of records (thousands/day), then yes, you should increase the setting for THAT form to a higher number. If you are not, then you shouldn't. The cost is far greater than any benefit you might see. Rick On Tue, Sep 11, 2012 at 9:27 AM, Mary Dollus wrote: Hi Everyone, We are going to set our Next ID Block size from 1 to 25 due to some issues we had last week with our AR System Email Messages form tying up the system. We did some initial testing and it seems like there shouldn't be any issues. Is there in anything particular we need to look out for? Has anyone noticed any gaps in the Request ID sequencing and if so, to what extent? What is your environment if you noticed issues? Do you use a server group? and what was the value of your Next ID Block size? Thanks so much in advance!! Mary Dollus ARS 7.6.04 Oracle/UNIX ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Changing Next ID Block Size - anything to be aware of?
Hi Everyone, We are going to set our Next ID Block size from 1 to 25 due to some issues we had last week with our AR System Email Messages form tying up the system. We did some initial testing and it seems like there shouldn't be any issues. Is there in anything particular we need to look out for? Has anyone noticed any gaps in the Request ID sequencing and if so, to what extent? What is your environment if you noticed issues? Do you use a server group? and what was the value of your Next ID Block size? Thanks so much in advance!! Mary Dollus ARS 7.6.04 Oracle/UNIX ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Re: Import Application and Objects - now can't find!
Thansk Daniel, I tried looking both places and can't find it still... even attempted more imports this morning. I am able to do individual objects... Is there logging for the import of a def file? I don't see any errors in the arerror.log at all (related to this). thanks again, Mary ---Original Message- I have had a case where I couldn't see the imported custom object in base mode, only in Best Practice mode. Not saying it makes sense, not saying I have figured out why, just saying it happened(and I haven't submitted a bug to BMC either, yet). Daniel 7.6.04 P2, Windows Server 2008, SQL 2008 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky Sent: December 15, 2011 6:33 AM To: arslist@ARSLIST.ORG Subject: Re: Import Application and Objects - now can't find! Hi, I am not really talking about any custom objects, but objects that are marked as "custom" in the definition files. I am not convinced that this is your real problem though... Can you import other stuff? Like if you create a form, export it, delete it, and then import it? Maybe something fails in the background? Try to locate any log files for DevStudio to see if there are errors not showing in the GUI? For def importing purposes, I do not think that it matter if you are in Base or Best Practice mode. It should be imported identical anyway. Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. > Hi Misi, > > I am in Base Dev Mode, but I do see all of the other Custom objects; > all but the one I imported last night. > > I'll try your steps to see if it works, I need to wait for someone to > get in (this woke me up very early... :( because of course it's a > 'get done now project'...) because this is a new server and it's not > accepting my password to restart ARS, or see the arerror.log. > > The odd thing is, is that when I import the app or objects a 2nd/3rd > time, and I do not have "replace objects" checked, it does not give > me the error that they already exist. > > I did try to change workspace, (that did not work). I also can NOT see > any of the imported objects in the AR User. > > Thanks again! > > --- > Hi, > > If you are in Base Development Mode, you will not see Custom objects. > Might this be the case? > > Your Dev Studio cache might be corrupt. Try creating a fresh workspace > folder to see if you can view the objects. > > I have seen a server with corrupt object relationship data. The > following might fix the issue: > 1 - Turn Off 'record object relationships' > 2 - Restart your remedy server > 3 - Turn it back on > 4 - Restart your remedy server > > When I did this, the problem was one specific object that stopped the > 'record object relationships' in the middle. There was an error > message in the arerror.log to indicate this. > > Do you see your app in AR User / Mid-Tier? > > Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP > 2011) > > Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11): > * RRR|License - Not enough Remedy licenses? Save money by optimizing. > * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. > Find these products, and many free tools and utilities, at http://rrr.se. > >> Hi All, >> >> I have an application that was developed on a 7.6.04 SP1 server and >> imported into another 7.6.04 server... It says Complete, but now I >> can't find it on the new server anywhere! I tried importing the >> Application, then I tried just the Objects... both say they complete >> and no errors pop up. >> >> But they are nowhere to be found... >> >> Any ideas? I know it has to be something I'm totally overlooking, but >> I looked through the documentation and can't find any troubleshooting >> for this issue. >> >> >> thanks!! >> Mary Dollus ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Re: Import Application and Objects - now can't find!
Hi Misi, I was able to create a new one on the server where I created the other Application and then import it into the one where I'm attemping to put the other one... I'm going to try the objects independently to see if that works... thanks Again, Mary - Hi, I am not really talking about any custom objects, but objects that are marked as "custom" in the definition files. I am not convinced that this is your real problem though... Can you import other stuff? Like if you create a form, export it, delete it, and then import it? Maybe something fails in the background? Try to locate any log files for DevStudio to see if there are errors not showing in the GUI? For def importing purposes, I do not think that it matter if you are in Base or Best Practice mode. It should be imported identical anyway. Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Re: Import Application and Objects - now can't find!
Hi Misi, I am in Base Dev Mode, but I do see all of the other Custom objects; all but the one I imported last night. I'll try your steps to see if it works, I need to wait for someone to get in (this woke me up very early... :( because of course it's a 'get done now project'...) because this is a new server and it's not accepting my password to restart ARS, or see the arerror.log. The odd thing is, is that when I import the app or objects a 2nd/3rd time, and I do not have "replace objects" checked, it does not give me the error that they already exist. I did try to change workspace, (that did not work). I also can NOT see any of the imported objects in the AR User. Thanks again! --- Hi, If you are in Base Development Mode, you will not see Custom objects. Might this be the case? Your Dev Studio cache might be corrupt. Try creating a fresh workspace folder to see if you can view the objects. I have seen a server with corrupt object relationship data. The following might fix the issue: 1 - Turn Off 'record object relationships' 2 - Restart your remedy server 3 - Turn it back on 4 - Restart your remedy server When I did this, the problem was one specific object that stopped the 'record object relationships' in the middle. There was an error message in the arerror.log to indicate this. Do you see your app in AR User / Mid-Tier? Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. > Hi All, > > I have an application that was developed on a 7.6.04 SP1 server and > imported into another 7.6.04 server... It says Complete, but now I can't > find it on the new server anywhere! I tried importing the Application, > then I tried just the Objects... both say they complete and no errors pop > up. > > But they are nowhere to be found... > > Any ideas? I know it has to be something I'm totally overlooking, but I > looked through the documentation and can't find any troubleshooting for > this issue. > > > thanks!! > Mary Dollus ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Import Application and Objects - now can't find!
Hi All, I have an application that was developed on a 7.6.04 SP1 server and imported into another 7.6.04 server... It says Complete, but now I can't find it on the new server anywhere! I tried importing the Application, then I tried just the Objects... both say they complete and no errors pop up. But they are nowhere to be found... Any ideas? I know it has to be something I'm totally overlooking, but I looked through the documentation and can't find any troubleshooting for this issue. thanks!! Mary Dollus ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Re: Auto-Table Refresh After Active Link fires
Setting the Table chunk to > 0 worked for the auto-refresh issue!!! Thanks Mike White! Thanks again to all who responded! and Thanks Fred, nope I answer directly on the list,,, the arslist email is blocked for me.. :( so I'll just copy/paste :) -Original Message- Are the previous comments in your reply email (This is controlled by your email client and not the list server)? (In Outlook it is Tools -> Options -> Preferences tab -> E-mail Options button) Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mary Dollus Sent: Thursday, November 17, 2011 4:44 PM To: arslist@ARSLIST.ORG Subject: Re: Auto-Table Refresh After Active Link fires Mike, Setting the chunk size of the table to > 0 works like a charm on SP1 and SP2! another Q... when I reply on here to a message, how can I get it to retain the previous comments? Thanks! Mary ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Re: Auto-Table Refresh After Active Link fires
Mike, Setting the chunk size of the table to > 0 works like a charm on SP1 and SP2! another Q... when I reply on here to a message, how can I get it to retain the previous comments? Thanks! Mary ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Re: Auto-Table Refresh After Active Link fires
AHA!! I'll check that out... we are on SP1.. :) thanks!!! It is extremely irritating for our customers... :) I hope this is it! I'll check and report back... :) THANKS! --- Oh ... you found the table Refresh bug. Which patch 7.6.04 client are you using (I believe it is fixed in SP1, but it may be an SP2 fix)? -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mary Dollus Sent: Thursday, November 17, 2011 10:11 AM To: arslist@ARSLIST.ORG Subject: Re: Auto-Table Refresh After Active Link fires Hi All, Ok, so I tested by updating the "Initial Row Selection" and "Refresh Row Selection" to various settings. The actual row remains selected, but the user always sees the FIRST row in that table when it refreshes... for instance, they answer a qustion that is on row 10 which they see in the table. They click the button to update the row in the db, and upon that, the user sees Row 1 on the table, and they have to scroll down to Row 10 again (which is still highlighted), and then from there, select the next row to answer. and it just repeats... they select the row, answer the question, table refreshes and the first row is shown, they scroll down, select the next row, answer, and it goes on and on... The issue is that the selected row does not remain visible in the window, they have to scroll down again to see it... In 7.1.00 patch 006, when they answer the question, the table refreshes, BUT they can still see the selected row, no matter how far down it is. I hope that makes sense... Has anyone had this issue? and if so, how did you resolve it? Again this is on the 7.6.04 client only, the midtier works fine. (well it works as it does today on 7.1.00 patch 006) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Re: Auto-Table Refresh After Active Link fires
Hi All, Ok, so I tested by updating the "Initial Row Selection" and "Refresh Row Selection" to various settings. The actual row remains selected, but the user always sees the FIRST row in that table when it refreshes... for instance, they answer a qustion that is on row 10 which they see in the table. They click the button to update the row in the db, and upon that, the user sees Row 1 on the table, and they have to scroll down to Row 10 again (which is still highlighted), and then from there, select the next row to answer. and it just repeats... they select the row, answer the question, table refreshes and the first row is shown, they scroll down, select the next row, answer, and it goes on and on... The issue is that the selected row does not remain visible in the window, they have to scroll down again to see it... In 7.1.00 patch 006, when they answer the question, the table refreshes, BUT they can still see the selected row, no matter how far down it is. I hope that makes sense... Has anyone had this issue? and if so, how did you resolve it? Again this is on the 7.6.04 client only, the midtier works fine. (well it works as it does today on 7.1.00 patch 006) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Re: Auto-Table Refresh After Active Link fires
Thanks Sean and Frederick! I'll check that out now on our test system. We go live this Sunday, so I'm hoping to find something before then. Although we have already deployed the 7.6.04 client... and we are getting a lot of complaints about it. thanks again! I'll report back afterwards. Mary ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Auto-Table Refresh After Active Link fires
Hi All! We are in the process of upgrading to ARS 7.6.04 on our prod servers; and we have locally created forms, etc. Currently we are on 7.1.0 patch 006. During testing we found a 'new' feature we'd like to workaround or disable if possible for certain tables. We have some tables in which several questions are stored and the user needs to go thru and answer before moving to another status. So, what is happening is that they highlight a row in the table, which add the question to a box above the table, they answer the question and commit it to the db by clicking on a button. When they click on the button, in our CURRENT version, their cursor remains on the row and the table does NOT refresh.. in 7.6.04 however, after each commit (clicking on the button and an active link runs) the table refreshes and they have to scroll back down to the next question in line. I've pasted info below from the Differences Doc 7.6.04 version... Is there a way to stop this Auto-refresh until they answer all the questions, without re-writing the entire process? thanks so much!!! :) Mary Dollus SAIC Remedy Developer (p.s. Hi ALL! it's been along time,, hope all is well with everyone! :)) This is from the 7.6.04 Behavioral Differences Between BMC Remedy User and Browser Clients doc… This is what I “think” may be causing the complaint of the table refreshing and setting the rows back to the top every time they answer a question in the table. CHANGE FIELD ACTION Client Added in 7.1.00 white paper—Refreshing a table field occurs when the active link action is processed. Browser Added in 7.1.00 white paper— Refreshing a table field occurs after processing all active links for an Execute On condition. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Re: Data Management Tool Error
Thanks Mark, That's not specifically how we gathered the data,,, :( so I'll have to figure that out.. they loaded the people and put in what permission groups they should belong to... so this is definitely going to be a challenge... :( thanks for your feedback Mark! Mary On Wed, Mar 18, 2009 at 8:43 AM, Mark Lev wrote: > My understand is if you're going to make the person a support person, then > there must be an associated template, either in Remedy already, or in the > spreadsheets. > > This is because workflow will not allow a new person to be saved as a > Support Person, if they don't have proper permissions, roles and Support > Groups associated. > > We created the templates prior to import, so we could test accuracy and > eliminate side effects of importing both at the same time. > > I think BMC Support misstated in that you do not need them if Support > Person is No, but you need templates if Yes. > > I hope that clarifies. If not, let me know. > > Thanks, > Mark > > Mark Lev > Sr. Systems Consultant > 703-672-4390 > 732-859-5827 (cell) > mark@rightstarsystems.com > --- > RightStar Systems, Inc. > 100 East Street SE, Suite 202 > Vienna, VA 22180 > USA > --- > > > > From: Action Request System discussion list(ARSList) on behalf of Mary > Dollus > Sent: Wed 3/18/2009 8:04 AM > To: arslist@ARSLIST.ORG > Subject: Fwd: Data Management Tool Error > > > ** > Hi Mark, > > You're welcome,,, I have a question for you,,, you're beyond the point > where I am with the tool and I have a question regarding the spreadsheets > themselves; specifically People.xls. For tab 03 CTM-PeoplePermissionGroups, > do you have a Template Name specified on there? When I talked to BMC about > this Monday they said if we didn't use any of the tabs, such as templates, > then don't worry about the tab,,, so that would mean we could skip tab 01 > CTM-PeopleTemplate. however in reading the admin guide,,, it says to add > support people you have to use Templates... ? so I'm thoroughly confused... > > any insight you can shed on this would be awesome. > > thanks!! hope you're having a great day... > > Mary Dollus > SAIC > > > -- Forwarded message -- > From: Mark Lev > Date: Tue, Mar 17, 2009 at 8:48 PM > Subject: Re: Data Management Tool Error > To: arslist@arslist.org > > > ** > Thanks Mary, > > I will see if I can find a machine to do this on. We have a work around, > by manually importing the CSV into the staging forms, so all is good. > > Thanks, > Mark > > > > > > > From: Action Request System discussion list(ARSList) [mailto: > arsl...@arslist.org] On Behalf Of Mary Dollus > Sent: Tuesday, March 17, 2009 6:50 PM > To: arslist@ARSLIST.ORG > > Subject: Re: Data Management Tool Error > > > ** > Hi Mark, > > Sorry if you already got a response to this and I'm repeating it. I just > had this issue today and I was told that it will work if you fall back to > the 7.0.01 patch 004 Admin tool... just put it in a different directory so > you don't wipe out the settings for your current patch. > > Mary Dollus > SAIC > > > On Fri, Mar 13, 2009 at 10:15 AM, Leonard Neely - FOJ < > lne...@focusonjobs.com> wrote: > > >** > >Mark, > > > >What version on Data Management tool (DMT) are you using? Make sure > that there are no extra columns at the end of the spreadsheet templates you > are importing. > > > >Leonard > > > >From: Action Request System discussion list(ARSList) [mailto: > arsl...@arslist.org] On Behalf Of Mark Lev >Sent: Friday, March 13, 2009 7:37 AM >To: arslist@ARSLIST.ORG >Subject: Data Management Tool Error > > > >** > >Hello, > > > >I am having a problem with Data Management Tool, and was hoping > someone could help. > > > >ARS 7.1 > >ITSM 7.03 > >Windows OS > >SQL Server > >All latest patches > > > >Error occurs when trying to Import CSV Files. The convert worked. > > > >Following is the error: (I've xx'd out the password) > >... > > Checking DLD:DIP:Import_ProcessBatch (100) > -> Passed qualification -- perform if actions > 0: Set Fields > >
Re: Fwd: Data Management Tool Error
Thanks Kelly,,, :) I downloaded the templates,,, but am still a bit confused because this is a totally new dataload. Do I need to create the templates ahead of time,, before I do the dataload and then reference them? We originally gathered the data in the BMC Foundation Data Workbook, that 26 tab workbook. I didn't realize that was not being used any longer,,, so all of our data is in there and we need to move it to the spreadsheets used by the Data Managment tool. and of course,, it needs to be done yesterday.. :) so I need to come up to speed asap. thanks again for your reply... On Wed, Mar 18, 2009 at 7:58 AM, Kelly Deaver wrote: > ** If you already have the templates in your server, you can just > reference the name of the existing template to create a support person. > Otherwise, yes you need to use the templates tab. > > On the BMC Developer Network, there is a set of workbooks for ITSM 7.5 that > have the data filled in - > http://developer.bmc.com/communities/docs/DOC-5882 You can use these as a > guide for how BMC intended the workbooks to be used or you can actually use > them with 7.5. These set is not for use with 7.0.x/patch 9005. There will be > a set specific to that version posted soon. > > Kelly Deaver > kdea...@kellydeaver.com > (Yes, I work for BMC. This post reflects the opinions of the poster and not > the official opinion of BMC) > > > > Original Message ---- > Subject: Fwd: Data Management Tool Error > From: Mary Dollus > Date: Wed, March 18, 2009 7:04 am > To: arslist@ARSLIST.ORG > > ** Hi Mark, > > You're welcome,,, I have a question for you,,, you're beyond the point > where I am with the tool and I have a question regarding the spreadsheets > themselves; specifically People.xls. For tab 03 CTM-PeoplePermissionGroups, > do you have a Template Name specified on there? When I talked to BMC about > this Monday they said if we didn't use any of the tabs, such as templates, > then don't worry about the tab,,, so that would mean we could skip tab 01 > CTM-PeopleTemplate. however in reading the admin guide,,, it says to add > support people you have to use Templates... ? so I'm thoroughly confused... > > any insight you can shed on this would be awesome. > > thanks!! hope you're having a great day... > > Mary Dollus > SAIC > > -- Forwarded message -- > From: Mark Lev > Date: Tue, Mar 17, 2009 at 8:48 PM > Subject: Re: Data Management Tool Error > To: arslist@arslist.org > > > ** Thanks Mary, > I will see if I can find a machine to do this on. We have a work around, > by manually importing the CSV into the staging forms, so all is good. > Thanks, > Mark > > > > > -- > *From:*Action Request System discussion list(ARSList) [mailto: > arsl...@arslist.org] *On Behalf Of *Mary Dollus > *Sent:* Tuesday, March 17, 2009 6:50 PM > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Data Management Tool Error > > ** > Hi Mark, > > Sorry if you already got a response to this and I'm repeating it. I just > had this issue today and I was told that it will work if you fall back to > the 7.0.01 patch 004 Admin tool... just put it in a different directory so > you don't wipe out the settings for your current patch. > > Mary Dollus > SAIC > > On Fri, Mar 13, 2009 at 10:15 AM, Leonard Neely - FOJ < > lne...@focusonjobs.com> wrote: > >> ** Mark, >> >> What version on Data Management tool (DMT) are you using? Make sure that >> there are no extra columns at the end of the spreadsheet templates you are >> importing. >> >> Leonard >> >> *From:*Action Request System discussion list(ARSList) [mailto: >> arsl...@arslist.org] *On Behalf Of *Mark Lev >> *Sent:* Friday, March 13, 2009 7:37 AM >> *To:* arslist@ARSLIST.ORG >> *Subject:* Data Management Tool Error >> >> ** >> Hello, >> >> I am having a problem with Data Management Tool, and was hoping someone >> could help. >> >> ARS 7.1 >> ITSM 7.03 >> Windows OS >> SQL Server >> All latest patches >> >> Error occurs when trying to Import CSV Files. The convert worked. >> >> Following is the error: (I've xx'd out the password) >> ... >> Checking DLD:DIP:Import_ProcessBatch (100) >> -> Passed qualification -- perform if actions >> 0: Set Fields >> Process: "C:\Program Files\BMC Software\BMC Remedy >> ITSM Data Management Tool\Data Load\Import.bat" >> C:\Program?Files\AR?System\Admin >> C:\Program?Files\BMC?Software\BMC?Remedy?ITSM?
Fwd: Data Management Tool Error
Hi Mark, You're welcome,,, I have a question for you,,, you're beyond the point where I am with the tool and I have a question regarding the spreadsheets themselves; specifically People.xls. For tab 03 CTM-PeoplePermissionGroups, do you have a Template Name specified on there? When I talked to BMC about this Monday they said if we didn't use any of the tabs, such as templates, then don't worry about the tab,,, so that would mean we could skip tab 01 CTM-PeopleTemplate. however in reading the admin guide,,, it says to add support people you have to use Templates... ? so I'm thoroughly confused... any insight you can shed on this would be awesome. thanks!! hope you're having a great day... Mary Dollus SAIC -- Forwarded message -- From: Mark Lev Date: Tue, Mar 17, 2009 at 8:48 PM Subject: Re: Data Management Tool Error To: arslist@arslist.org ** Thanks Mary, I will see if I can find a machine to do this on. We have a work around, by manually importing the CSV into the staging forms, so all is good. Thanks, Mark -- *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Mary Dollus *Sent:* Tuesday, March 17, 2009 6:50 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Data Management Tool Error ** Hi Mark, Sorry if you already got a response to this and I'm repeating it. I just had this issue today and I was told that it will work if you fall back to the 7.0.01 patch 004 Admin tool... just put it in a different directory so you don't wipe out the settings for your current patch. Mary Dollus SAIC On Fri, Mar 13, 2009 at 10:15 AM, Leonard Neely - FOJ < lne...@focusonjobs.com> wrote: > ** > > Mark, > > > > What version on Data Management tool (DMT) are you using? Make sure that > there are no extra columns at the end of the spreadsheet templates you are > importing. > > > > Leonard > > > > *From:* Action Request System discussion list(ARSList) [mailto: > arsl...@arslist.org] *On Behalf Of *Mark Lev > *Sent:* Friday, March 13, 2009 7:37 AM > *To:* arslist@ARSLIST.ORG > *Subject:* Data Management Tool Error > > > > ** > > Hello, > > > > I am having a problem with Data Management Tool, and was hoping someone > could help. > > > > ARS 7.1 > > ITSM 7.03 > > Windows OS > > SQL Server > > All latest patches > > > > Error occurs when trying to Import CSV Files. The convert worked. > > > > Following is the error: (I've xx'd out the password) > > ... > > Checking DLD:DIP:Import_ProcessBatch (100) > -> Passed qualification -- perform if actions > 0: Set Fields > > Process: "C:\Program Files\BMC Software\BMC Remedy ITSM > Data Management Tool\Data Load\Import.bat" C:\Program?Files\AR?System\Admin > C:\Program?Files\BMC?Software\BMC?Remedy?ITSM?Data?Management?Tool Skittles > CTM-LoginID 2693 0 ? Foundation > z1D Char02 (100066) = > > Unable to load mappings from file. > > 1 > > ... > > I would greatly appreciate anyones help. > > > > Thanks, > > Mark > > > > __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ > __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" > html___ > __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
Re: Data Management Tool Error
Hi Mark, Sorry if you already got a response to this and I'm repeating it. I just had this issue today and I was told that it will work if you fall back to the 7.0.01 patch 004 Admin tool... just put it in a different directory so you don't wipe out the settings for your current patch. Mary Dollus SAIC On Fri, Mar 13, 2009 at 10:15 AM, Leonard Neely - FOJ < lne...@focusonjobs.com> wrote: > ** > > Mark, > > > > What version on Data Management tool (DMT) are you using? Make sure that > there are no extra columns at the end of the spreadsheet templates you are > importing. > > > > Leonard > > > > *From:* Action Request System discussion list(ARSList) [mailto: > arsl...@arslist.org] *On Behalf Of *Mark Lev > *Sent:* Friday, March 13, 2009 7:37 AM > *To:* arslist@ARSLIST.ORG > *Subject:* Data Management Tool Error > > > > ** > > Hello, > > > > I am having a problem with Data Management Tool, and was hoping someone > could help. > > > > ARS 7.1 > > ITSM 7.03 > > Windows OS > > SQL Server > > All latest patches > > > > Error occurs when trying to Import CSV Files. The convert worked. > > > > Following is the error: (I've xx'd out the password) > > ... > > Checking DLD:DIP:Import_ProcessBatch (100) > -> Passed qualification -- perform if actions > 0: Set Fields > > Process: "C:\Program Files\BMC Software\BMC Remedy ITSM > Data Management Tool\Data Load\Import.bat" C:\Program?Files\AR?System\Admin > C:\Program?Files\BMC?Software\BMC?Remedy?ITSM?Data?Management?Tool Skittles > CTM-LoginID 2693 0 ? Foundation > z1D Char02 (100066) = > > Unable to load mappings from file. > > 1 > > ... > > I would greatly appreciate anyones help. > > > > Thanks, > > Mark > > > > __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ > __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" > html___ > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
Re: Tool to convert a def file?
Great tip Carey..
Thanks everyone for your help!
- Mary
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Carey Matthew Black
Sent: Monday, April 21, 2008 10:58 PM
To: arslist@ARSLIST.ORG
Subject: Re: Tool to convert a def file?
Mary,
Export the object in XML format. ( Use the same process as .def
format, just pick the other file type before saving the file.) It is
more readable, but still fairly complex. ARS makes a lot of things
look very simple. :)
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.
On Mon, Apr 21, 2008 at 5:38 PM, Mary Dollus
<[EMAIL PROTECTED]> wrote:
> **
>
>
>
> Hi Michiel,
>
> Sorry,,, yes I meant for active links and filters...
>
> Like convert this:
>
>
>
> "actlink-query : 4\6\1\18136\2\0\
>
>action {
>
> set-field : [EMAIL PROTECTED] System Email
> Templates\1\179\4\1\99\18136\1\18121\2\3\"
>
>
>
> into something I can interpret.
>
>
>
> I'm trying to analyze a def file of some workflow before I import it... but
> maybe that's not possible.
>
>
>
> Thanks!!
>
>
> On Mon, Apr 21, 2008 at 10:45 PM, Mary Dollus
> <[EMAIL PROTECTED]> wrote:
>
> **
>
>
>
> Hi all,,,
>
>
>
> Is there a tool that will convert a def file into a format that's readable?
> Or somewhat understandable?
>
>
>
> Thanks a ton
>
> Mary Dollus
___
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___
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Re: Tool to convert a def file?
Hi Michiel,
Sorry,,, yes I meant for active links and filters...
Like convert this:
"actlink-query : 4\6\1\18136\2\0\
action {
set-field : [EMAIL PROTECTED] System Email
Templates\1\179\4\1\99\18136\1\18121\2\3\"
into something I can interpret.
I'm trying to analyze a def file of some workflow before I import it... but
maybe that's not possible.
Thanks!!
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Michiel Beijen
Sent: Monday, April 21, 2008 4:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: Tool to convert a def file?
** It would help if you would share what it is you're actually trying to
achieve... actually the DEF files are pretty human-readable in my opinion. It
only depends on what it is you actually try to read from it
If you would like to use it to search for wording in error messages --> that
can be easily done by searching on text strings
If you would like to search for form layout --> no go!
A tool like ARInside can help you a lot if you for instance would like to know
what fields need to be changed if you decide to enlarge the Summary field on
HPD:Help Desk... or actually with a lot of other questions as well.
Regards,
Michiel
On Mon, Apr 21, 2008 at 10:45 PM, Mary Dollus <[EMAIL PROTECTED]<mailto:[EMAIL
PROTECTED]>> wrote:
**
Hi all,,,
Is there a tool that will convert a def file into a format that's readable? Or
somewhat understandable?
Thanks a ton
Mary Dollus
__Platinum Sponsor: www.rmsportal.com<http://www.rmsportal.com> ARSlist: "Where
the Answers Are" html___
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___
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Tool to convert a def file?
Hi all,,, Is there a tool that will convert a def file into a format that's readable? Or somewhat understandable? Thanks a ton Mary Dollus ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Email ticket without using Template
Thanks JT! I'm mostly doing that, but maybe I'm using the wrong ID... However I just found out too that there is a defect for workInfo pushing to the IM form from the IndicentInterfaceCreate form,,, it's SW00263546. I haven't read it yet, but it's supposed to be fixed in patch 008. But even still... I'm pushing from the AR System Email Messages form to my own staging form, to which I added an attachment pool... I'll try again making sure I have the corre3ct fields mapped... it all works but the attachment piece. Thanks again!!! I'll let ya know how it goes... - Mary From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman Sent: Wednesday, April 16, 2008 11:25 AM To: arslist@ARSLIST.ORG Subject: Re: Email ticket without using Template You can treat an attachment field like any other field in workflow and use push fields actions to move them around. Try pushing the following information through HPD:IncidentInterface_Create, modifying the existing entry that created the incident in the first place: z1D_Activity_Type = Customer Communication z1D_Action="CREATE" z2AF_Act_Attachment_1= Created_From_Flag=Incident Incident_Entry_Id="1" z1D_WorklogDetails= What the above will do is add the attachment as a worklog entry to the newly created ticket. On updates you can still push directly to the HPD:WorkLog form just add: z2AF Work Log01= Let me know if that helps or not. --- J.T. Shyman From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Wednesday, April 16, 2008 11:48 AM To: arslist@ARSLIST.ORG Subject: Re: Email ticket without using Template Hello, Yes it can be,,, what I did is basically what Rick suggested below. I have a staging form that gets the record from the AR System Email Messages form, and then pushes it to the HPD:IncidentInterfaceCreate form to do all the behind the scenes Remedy wf that then creates the Incident. If we just need to update a ticket,,, it modifies the WorkInfo entry for the record.. it first pushes to my staging form, then does some data manipulation to extract the IM number from the subject line, then pushes directly to the HPD:Worklog form and creates an entry. However I'm still having issues with attachments... :( - Mary Dollus From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Wednesday, April 16, 2008 10:32 AM To: arslist@ARSLIST.ORG Subject: Re: Email ticket without using Template ** It most certainly can be done. I would recommend pushing the email into a temporary holding form, building workflow to get the user name and other useful information from the sender, and then pushing from there into the HelpDesk form. What templates give you is a pre-designed way of doing it - it's not the only way, and IMO, not the best way. Rick On Wed, Apr 16, 2008 at 8:07 AM, lakhes <[EMAIL PROTECTED]<mailto:[EMAIL PROTECTED]>> wrote: ** Hi Listeners, I want to know if I want to send an email from Outlook with the ticket number in the subject line, it should update the ticket in Helpdesk and have activity logged in Helpdesk and I do not want to use a template to do this. Can this be done? I know it is available in CS module but Helpdesk doesn't have that feature. Has anyone done something like this without using template ? Let me know thanks __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___ __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: Email ticket without using Template
Hello, Yes it can be,,, what I did is basically what Rick suggested below. I have a staging form that gets the record from the AR System Email Messages form, and then pushes it to the HPD:IncidentInterfaceCreate form to do all the behind the scenes Remedy wf that then creates the Incident. If we just need to update a ticket,,, it modifies the WorkInfo entry for the record.. it first pushes to my staging form, then does some data manipulation to extract the IM number from the subject line, then pushes directly to the HPD:Worklog form and creates an entry. However I'm still having issues with attachments... :( - Mary Dollus From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Wednesday, April 16, 2008 10:32 AM To: arslist@ARSLIST.ORG Subject: Re: Email ticket without using Template ** It most certainly can be done. I would recommend pushing the email into a temporary holding form, building workflow to get the user name and other useful information from the sender, and then pushing from there into the HelpDesk form. What templates give you is a pre-designed way of doing it - it's not the only way, and IMO, not the best way. Rick On Wed, Apr 16, 2008 at 8:07 AM, lakhes <[EMAIL PROTECTED]<mailto:[EMAIL PROTECTED]>> wrote: ** Hi Listeners, I want to know if I want to send an email from Outlook with the ticket number in the subject line, it should update the ticket in Helpdesk and have activity logged in Helpdesk and I do not want to use a template to do this. Can this be done? I know it is available in CS module but Helpdesk doesn't have that feature. Has anyone done something like this without using template ? Let me know thanks __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: How to add the attachment included in an email message when creating a new Incident
Hi all,,, Well I'm still stumped on how to push the attachment info from one form to another... I don't see how I can map them from one form to another... I think I've looked everywhere but am running out of ideas. Has anyone actually pushed attachment info from one place to another? There is an attachment field (work info fields) on the IncidentInterfaceCreate form, but even then it's only one field that I can map to,, and that's the z2AF_Act_Attachment_1 field. It seems there should be more to map over... There are 2 AR System Email forms that might work that I'm looking into now... the "Email Attachments" and "Email Attachment Join" forms... So I'm totally stumped... I know it's gotta be that I'm just missing something basic and possibly trying to make it too complicated,,, any crumbs you can toss my way would really help guide me in the right direction. :) Hints on how to map the attachment fields across would be awesome... Thanks so much!! - Mary Dollus From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Monday, April 14, 2008 10:27 AM To: arslist@ARSLIST.ORG Subject: Re: How to add the attachment included in an email message when creating a new Incident Thanks J.T. I'm using the HPD:WorkLog now for the modify portion of the ticket... rather than allowing them to update any field, we set it so it would just add a WorkLog entry if the Subject of the email contains an Incident Number. I'll look into if further for the attachments. Thanks again! - Mary From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman Sent: Monday, April 14, 2008 10:06 AM To: arslist@ARSLIST.ORG Subject: Re: How to add the attachment included in an email message when creating a new Incident One way to do this, though it is a lot of work, is to create a new form that combines the data from the Email Messages form and the Email Attachments form and pushes the joined data, using a table loop, to HPD:Work Log. This way it creates a separate work log entry for each attachment. Take a look at how HPD:WorkLog relates to HPD:Help Desk and you should be able to figure out what fields to push. You can push attachments like any other field. The trick is matching an attachment to an email and looping through all of the possible attachments. --- J.T. Shyman From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Monday, April 14, 2008 10:21 AM To: arslist@ARSLIST.ORG Subject: How to add the attachment included in an email message when creating a new Incident Morning All! I've set up workflow to create new or modify existing records in Incident Management when a request is submitted via email thru the AR System Email Messages form; however I'm struggling with getting it to include any attachments. I've searched thru arslist and BMC's KB for different phrases, but am not finding anything about it... I'm guessing I'm using wrong phrases or words, so if anyone could point me in the right direction I'd really appreciate it! Or if there are any whitepapers, etc about the process that's even better :). I have a pdf on the Email Engine however it's using a template but we want to do this freeform, so basically if an email is submitted into the AR System Email Messages form, AND it gets pushed into the Incident Management app, then I need any attachments that were sent in the email to be attached to the ticket we created or modified. Thanks so much for any assistance!!! :) Mary Dollus ARS 7.0.01 patch 005 SQL server 2005 IM App 7.0.01 patch 006 __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: How to add the attachment included in an email message when creating a new Incident
Thanks J.T. I'm using the HPD:WorkLog now for the modify portion of the ticket... rather than allowing them to update any field, we set it so it would just add a WorkLog entry if the Subject of the email contains an Incident Number. I'll look into if further for the attachments. Thanks again! - Mary From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman Sent: Monday, April 14, 2008 10:06 AM To: arslist@ARSLIST.ORG Subject: Re: How to add the attachment included in an email message when creating a new Incident One way to do this, though it is a lot of work, is to create a new form that combines the data from the Email Messages form and the Email Attachments form and pushes the joined data, using a table loop, to HPD:Work Log. This way it creates a separate work log entry for each attachment. Take a look at how HPD:WorkLog relates to HPD:Help Desk and you should be able to figure out what fields to push. You can push attachments like any other field. The trick is matching an attachment to an email and looping through all of the possible attachments. --- J.T. Shyman From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Monday, April 14, 2008 10:21 AM To: arslist@ARSLIST.ORG Subject: How to add the attachment included in an email message when creating a new Incident Morning All! I've set up workflow to create new or modify existing records in Incident Management when a request is submitted via email thru the AR System Email Messages form; however I'm struggling with getting it to include any attachments. I've searched thru arslist and BMC's KB for different phrases, but am not finding anything about it... I'm guessing I'm using wrong phrases or words, so if anyone could point me in the right direction I'd really appreciate it! Or if there are any whitepapers, etc about the process that's even better :). I have a pdf on the Email Engine however it's using a template but we want to do this freeform, so basically if an email is submitted into the AR System Email Messages form, AND it gets pushed into the Incident Management app, then I need any attachments that were sent in the email to be attached to the ticket we created or modified. Thanks so much for any assistance!!! :) Mary Dollus ARS 7.0.01 patch 005 SQL server 2005 IM App 7.0.01 patch 006 __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"
How to add the attachment included in an email message when creating a new Incident
Morning All! I've set up workflow to create new or modify existing records in Incident Management when a request is submitted via email thru the AR System Email Messages form; however I'm struggling with getting it to include any attachments. I've searched thru arslist and BMC's KB for different phrases, but am not finding anything about it... I'm guessing I'm using wrong phrases or words, so if anyone could point me in the right direction I'd really appreciate it! Or if there are any whitepapers, etc about the process that's even better :). I have a pdf on the Email Engine however it's using a template but we want to do this freeform, so basically if an email is submitted into the AR System Email Messages form, AND it gets pushed into the Incident Management app, then I need any attachments that were sent in the email to be attached to the ticket we created or modified. Thanks so much for any assistance!!! :) Mary Dollus ARS 7.0.01 patch 005 SQL server 2005 IM App 7.0.01 patch 006 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Can't delete a user from CTM:People
Hi Joe, I don't believe they did. It seems to be fixed now... once we restored the User records their "links" were reset or something too. That's a good thing to look for next time though thanks!! - Mary From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Wednesday, March 12, 2008 2:17 PM To: arslist@ARSLIST.ORG Subject: Re: Can't delete a user from CTM:People Did anyone change the nextid for any of those supporting forms which was possibly the reason why it couldn't create information in those forms when it was trying to create with a push after finding no matching requests? Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Mary Dollus Sent: Wednesday, March 12, 2008 2:57 PM To: arslist@ARSLIST.ORG Subject: Re: Can't delete a user from CTM:People ** Thanks Joe, I looked at that one last night; and checked the forms it's pushing to which are the CTM:Support Group Association form, CTM:SupportGroupFunctionalRole and the CTM:Support Group Shift Assoc. None of these had any records for the users. I did just receive a call from BMC for the ticket I opened with them and other than checking all we checked, she said to possibly do an arreload or arcache command. What we finally did is to restore the User T, B, and H tables to what they were on the dev server; once that was done I was able to delete records again. It's still interesting what was causing the deletes to fail though... still don't know other than somehow the links between the forms were deleted and it seemingly was trying to create new records somewhere... So thank you all so much for your time!!! :) - Mary From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Wednesday, March 12, 2008 11:58 AM To: arslist@ARSLIST.ORG Subject: Re: Can't delete a user from CTM:People Mary, I just had a minutes look at your logs, as I do not really have too much time on my hands right now.. What I noticed is that its a Phase 2 action that is failing so look at the first possible phase 2 action in your logs.. I would look for a push fields action.. It appears like your logs are incomplete so it would be hard to tell from your logs which was the first phase 2 action that should have been fired.. From your logs you have sent, they start at order 500? Certainly there must be filters that fire before that default order?? IF not and if that is the complete log, I would look at the very first filter that does a push fields, and check the form it pushes the information to, to see if there is something there that it could break a unique index of.. Checking CTM:PPL:DeleteAssoc_780_PSGA/C/R+ (780) --> Passed -- perform actions 0: Push Fields 1: Push Fields 2: Push Fields If it is trying to create a new record, I would even check for the nextid field as if that had been reset its often known to be a culprit for unique index errors.. Cheers Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Mary Dollus Sent: Wednesday, March 12, 2008 10:16 AM To: arslist@ARSLIST.ORG Subject: Re: Can't delete a user from CTM:People Trying a zip file... -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Tuesday, March 11, 2008 9:06 PM To: arslist@ARSLIST.ORG Subject: Re: Can't delete a user from CTM:People Could I be the licenses or permissions they belong to? Try removing their groups / permissions and try again. On Tue, Mar 11, 2008 at 7:43 PM, Mary Dollus <[EMAIL PROTECTED]> wrote: > ** > > > Hi All, > > > > I'm trying to delete some users out of the CTM:People form however I keep > getting the error ARERR (382) The value(s) for this entry violate a unique > index that has been identified for this form. I ran logs but can't find > what it's talking about... I even tried adding a new record and deleting it > (which works). The records I can't seem to delete were restored from > another server. > > > > Setting the status to Delete saved okay... it's just when I try to delete it. > > > > I checked the "CTM:SupportGroupFunctionalRole", "CTM:Support Group > Association" and there are no entries for the users. > > > > They do have entries in CTM:People, CTM:People Permission Groups, and User. > If I try to delete the user from any of these forms, I get the unique index > error... L > > > > Has anyone en
Re: Can't delete a user from CTM:People
Thanks Joe, I looked at that one last night; and checked the forms it's pushing to which are the CTM:Support Group Association form, CTM:SupportGroupFunctionalRole and the CTM:Support Group Shift Assoc. None of these had any records for the users. I did just receive a call from BMC for the ticket I opened with them and other than checking all we checked, she said to possibly do an arreload or arcache command. What we finally did is to restore the User T, B, and H tables to what they were on the dev server; once that was done I was able to delete records again. It's still interesting what was causing the deletes to fail though... still don't know other than somehow the links between the forms were deleted and it seemingly was trying to create new records somewhere... So thank you all so much for your time!!! :) - Mary From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Wednesday, March 12, 2008 11:58 AM To: arslist@ARSLIST.ORG Subject: Re: Can't delete a user from CTM:People Mary, I just had a minutes look at your logs, as I do not really have too much time on my hands right now.. What I noticed is that its a Phase 2 action that is failing so look at the first possible phase 2 action in your logs.. I would look for a push fields action.. It appears like your logs are incomplete so it would be hard to tell from your logs which was the first phase 2 action that should have been fired.. From your logs you have sent, they start at order 500? Certainly there must be filters that fire before that default order?? IF not and if that is the complete log, I would look at the very first filter that does a push fields, and check the form it pushes the information to, to see if there is something there that it could break a unique index of.. Checking CTM:PPL:DeleteAssoc_780_PSGA/C/R+ (780) --> Passed -- perform actions 0: Push Fields 1: Push Fields 2: Push Fields If it is trying to create a new record, I would even check for the nextid field as if that had been reset its often known to be a culprit for unique index errors.. Cheers Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Mary Dollus Sent: Wednesday, March 12, 2008 10:16 AM To: arslist@ARSLIST.ORG Subject: Re: Can't delete a user from CTM:People Trying a zip file... -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Tuesday, March 11, 2008 9:06 PM To: arslist@ARSLIST.ORG Subject: Re: Can't delete a user from CTM:People Could I be the licenses or permissions they belong to? Try removing their groups / permissions and try again. On Tue, Mar 11, 2008 at 7:43 PM, Mary Dollus <[EMAIL PROTECTED]> wrote: > ** > > > Hi All, > > > > I'm trying to delete some users out of the CTM:People form however I keep > getting the error ARERR (382) The value(s) for this entry violate a unique > index that has been identified for this form. I ran logs but can't find > what it's talking about... I even tried adding a new record and deleting it > (which works). The records I can't seem to delete were restored from > another server. > > > > Setting the status to Delete saved okay... it's just when I try to delete it. > > > > I checked the "CTM:SupportGroupFunctionalRole", "CTM:Support Group > Association" and there are no entries for the users. > > > > They do have entries in CTM:People, CTM:People Permission Groups, and User. > If I try to delete the user from any of these forms, I get the unique index > error... L > > > > Has anyone encountered this? If so, is there a way to resolve it? I have > over 7k records I need to dump and reload... but I have to delete them first. > > > > Thanks!!! > > Mary Dollus > > > > ARS 7.0.01 patch 005 > > SQL server 2005 __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: Can't delete a user from CTM:People
Yep... The db is restoring the original set of Users onto the QA server now... SO... hopefully that fixes it. I'll keep ya posted. Thanks everyone... - Mary -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Wednesday, March 12, 2008 11:15 AM To: arslist@ARSLIST.ORG Subject: Re: Can't delete a user from CTM:People That probably has something to do with it - copying the user records over. On 3/12/08, Mary Dollus <[EMAIL PROTECTED]> wrote: > Hi Ty, > > It's Delete. > > Nope, I just set the status to Delete. I've never had an issue before with > this. I think it has to do with the way the records were entered. > > QA server was copied over from the dev server,,, then the User records were > copied back into the User form... so it looks like there might be some type > of link missing; but I'm not sure. > > Thx... > - Mary > > -Original Message- > From: Action Request System discussion list(ARSList) [mailto:[EMAIL > PROTECTED] On Behalf Of T. Dee > Sent: Wednesday, March 12, 2008 10:24 AM > To: arslist@ARSLIST.ORG > Subject: Re: Can't delete a user from CTM:People > > Mary - what is the profile status? > > Did you manually change the Support Staff field? > > Ty > > > On 3/12/08, Mary Dollus <[EMAIL PROTECTED]> wrote: > > One other thing, > > > > The error also happens if I try to update their email address for instance. > > I'm going to attempt other updates to see if everything is affected. > > > > Thanks... > > - Mary > > > > -Original Message- > > From: Action Request System discussion list(ARSList) [mailto:[EMAIL > > PROTECTED] On Behalf Of Mary Dollus > > Sent: Wednesday, March 12, 2008 9:16 AM > > To: arslist@ARSLIST.ORG > > Subject: Re: Can't delete a user from CTM:People > > > > Trying a zip file... > > > > -Original Message- > > From: Action Request System discussion list(ARSList) [mailto:[EMAIL > > PROTECTED] On Behalf Of T. Dee > > Sent: Tuesday, March 11, 2008 9:06 PM > > To: arslist@ARSLIST.ORG > > Subject: Re: Can't delete a user from CTM:People > > > > Could I be the licenses or permissions they belong to? Try removing > > their groups / permissions and try again. > > > > > > > > On Tue, Mar 11, 2008 at 7:43 PM, Mary Dollus > > <[EMAIL PROTECTED]> wrote: > > > ** > > > > > > > > > Hi All, > > > > > > > > > > > > I'm trying to delete some users out of the CTM:People form however I keep > > > getting the error ARERR (382) The value(s) for this entry violate a unique > > > index that has been identified for this form. I ran logs but can't find > > > what it's talking about... I even tried adding a new record and deleting > > > it > > > (which works). The records I can't seem to delete were restored from > > > another server. > > > > > > > > > > > > Setting the status to Delete saved okay... it's just when I try to delete > > > it. > > > > > > > > > > > > I checked the "CTM:SupportGroupFunctionalRole", "CTM:Support Group > > > Association" and there are no entries for the users. > > > > > > > > > > > > They do have entries in CTM:People, CTM:People Permission Groups, and > > > User. > > > If I try to delete the user from any of these forms, I get the unique > > > index > > > error... L > > > > > > > > > > > > Has anyone encountered this? If so, is there a way to resolve it? I > > > have > > > over 7k records I need to dump and reload... but I have to delete them > > > first. > > > > > > > > > > > > Thanks!!! > > > > > > Mary Dollus > > > > > > > > > > > > ARS 7.0.01 patch 005 > > > > > > SQL server 2005__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 > > Plati
Re: Can't delete a user from CTM:People
Hi Ty, It's Delete. Nope, I just set the status to Delete. I've never had an issue before with this. I think it has to do with the way the records were entered. QA server was copied over from the dev server,,, then the User records were copied back into the User form... so it looks like there might be some type of link missing; but I'm not sure. Thx... - Mary -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Wednesday, March 12, 2008 10:24 AM To: arslist@ARSLIST.ORG Subject: Re: Can't delete a user from CTM:People Mary - what is the profile status? Did you manually change the Support Staff field? Ty On 3/12/08, Mary Dollus <[EMAIL PROTECTED]> wrote: > One other thing, > > The error also happens if I try to update their email address for instance. > I'm going to attempt other updates to see if everything is affected. > > Thanks... > - Mary > > -Original Message- > From: Action Request System discussion list(ARSList) [mailto:[EMAIL > PROTECTED] On Behalf Of Mary Dollus > Sent: Wednesday, March 12, 2008 9:16 AM > To: arslist@ARSLIST.ORG > Subject: Re: Can't delete a user from CTM:People > > Trying a zip file... > > -Original Message- > From: Action Request System discussion list(ARSList) [mailto:[EMAIL > PROTECTED] On Behalf Of T. Dee > Sent: Tuesday, March 11, 2008 9:06 PM > To: arslist@ARSLIST.ORG > Subject: Re: Can't delete a user from CTM:People > > Could I be the licenses or permissions they belong to? Try removing > their groups / permissions and try again. > > > > On Tue, Mar 11, 2008 at 7:43 PM, Mary Dollus > <[EMAIL PROTECTED]> wrote: > > ** > > > > > > Hi All, > > > > > > > > I'm trying to delete some users out of the CTM:People form however I keep > > getting the error ARERR (382) The value(s) for this entry violate a unique > > index that has been identified for this form. I ran logs but can't find > > what it's talking about... I even tried adding a new record and deleting it > > (which works). The records I can't seem to delete were restored from > > another server. > > > > > > > > Setting the status to Delete saved okay... it's just when I try to delete > > it. > > > > > > > > I checked the "CTM:SupportGroupFunctionalRole", "CTM:Support Group > > Association" and there are no entries for the users. > > > > > > > > They do have entries in CTM:People, CTM:People Permission Groups, and User. > > If I try to delete the user from any of these forms, I get the unique index > > error... L > > > > > > > > Has anyone encountered this? If so, is there a way to resolve it? I have > > over 7k records I need to dump and reload... but I have to delete them > > first. > > > > > > > > Thanks!!! > > > > Mary Dollus > > > > > > > > ARS 7.0.01 patch 005 > > > > SQL server 2005__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" > ___ 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: Can't delete a user from CTM:People
Hi Ty, It's Delete. They all set to Delete without any issues. It's just when I actually try to Delete them. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Wednesday, March 12, 2008 10:06 AM To: arslist@ARSLIST.ORG Subject: Re: Can't delete a user from CTM:People What is their Profile Status? Ty On 3/12/08, Mary Dollus <[EMAIL PROTECTED]> wrote: > Morning, > > I tried deleting all of that but it gives me the error message... it seems > it's pushing something somewhere but I went through all the "delete" filters > I could find,, and none of them create a new record; at least on the ones I > looked at. > > I attempted to attach logs here twice but it keeps rejecting them. I'll try > to shorten again and send. > > :) thanks again all... > > I'll owe ya all a cup of coffee for this one... or your drink of choice ... :) > > - Mary > > -Original Message- > From: Action Request System discussion list(ARSList) [mailto:[EMAIL > PROTECTED] On Behalf Of T. Dee > Sent: Tuesday, March 11, 2008 9:06 PM > To: arslist@ARSLIST.ORG > Subject: Re: Can't delete a user from CTM:People > > Could I be the licenses or permissions they belong to? Try removing > their groups / permissions and try again. > > > > On Tue, Mar 11, 2008 at 7:43 PM, Mary Dollus > <[EMAIL PROTECTED]> wrote: > > ** > > > > > > Hi All, > > > > > > > > I'm trying to delete some users out of the CTM:People form however I keep > > getting the error ARERR (382) The value(s) for this entry violate a unique > > index that has been identified for this form. I ran logs but can't find > > what it's talking about... I even tried adding a new record and deleting it > > (which works). The records I can't seem to delete were restored from > > another server. > > > > > > > > Setting the status to Delete saved okay... it's just when I try to delete > > it. > > > > > > > > I checked the "CTM:SupportGroupFunctionalRole", "CTM:Support Group > > Association" and there are no entries for the users. > > > > > > > > They do have entries in CTM:People, CTM:People Permission Groups, and User. > > If I try to delete the user from any of these forms, I get the unique index > > error... L > > > > > > > > Has anyone encountered this? If so, is there a way to resolve it? I have > > over 7k records I need to dump and reload... but I have to delete them > > first. > > > > > > > > Thanks!!! > > > > Mary Dollus > > > > > > > > ARS 7.0.01 patch 005 > > > > SQL server 2005__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" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Can't delete a user from CTM:People
I was wondering that too Peter. I checked the form and there are no records in there. I just found a filter that is trying to create a User record... CTM:PPL:ChgSubUserInfo_502_PUSR and it runs on Modify IF (( 'Remedy Login ID' != 'DB.Remedy Login ID') OR ( 'Default Notify Mechanism' != 'DB.Default Notify Mechanism') OR ( 'Full Name' != 'DB.Full Name') OR ( 'Full Text License Type' != 'DB.Full Text License Type') OR ( 'Internet E-mail' != 'DB.Internet E-mail') OR ( 'License Type' != 'DB.License Type')) AND ( 'Remedy Login ID' != $NULL$ ) AND ( 'z1D Delete Remedy Login ID' = $NULL$ ) So maybe... the 'z1D Delete Remedy Login ID' is NULL?? And that's what's causing this issue?? Gonna check that one out... -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A. Sent: Wednesday, March 12, 2008 9:26 AM To: arslist@ARSLIST.ORG Subject: Re: Can't delete a user from CTM:People I wonder if your error has to do with an update/push to AST:AssetPeople. Its probably trying to push an update to AST:AssetPeople but is instead creating a record there which it cant do due to a unique index on that form. The last bit of workflow in your zip seems to deal with an integration between Asset and People. Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Wednesday, March 12, 2008 10:24 AM To: arslist@ARSLIST.ORG Subject: Re: Can't delete a user from CTM:People One other thing, The error also happens if I try to update their email address for instance. I'm going to attempt other updates to see if everything is affected. Thanks... - Mary -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Wednesday, March 12, 2008 9:16 AM To: arslist@ARSLIST.ORG Subject: Re: Can't delete a user from CTM:People Trying a zip file... -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Tuesday, March 11, 2008 9:06 PM To: arslist@ARSLIST.ORG Subject: Re: Can't delete a user from CTM:People Could I be the licenses or permissions they belong to? Try removing their groups / permissions and try again. On Tue, Mar 11, 2008 at 7:43 PM, Mary Dollus <[EMAIL PROTECTED]> wrote: > ** > > > Hi All, > > > > I'm trying to delete some users out of the CTM:People form however I > keep getting the error ARERR (382) The value(s) for this entry violate > a unique index that has been identified for this form. I ran logs but > can't find what it's talking about... I even tried adding a new > record and deleting it (which works). The records I can't seem to > delete were restored from another server. > > > > Setting the status to Delete saved okay... it's just when I try to delete it. > > > > I checked the "CTM:SupportGroupFunctionalRole", "CTM:Support Group > Association" and there are no entries for the users. > > > > They do have entries in CTM:People, CTM:People Permission Groups, and User. > If I try to delete the user from any of these forms, I get the unique > index error... L > > > > Has anyone encountered this? If so, is there a way to resolve it? I have > over 7k records I need to dump and reload... but I have to delete them first. > > > > Thanks!!! > > Mary Dollus > > > > ARS 7.0.01 patch 005 > > SQL server 2005__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" ___ 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: Can't delete a user from CTM:People
One other thing, The error also happens if I try to update their email address for instance. I'm going to attempt other updates to see if everything is affected. Thanks... - Mary -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Wednesday, March 12, 2008 9:16 AM To: arslist@ARSLIST.ORG Subject: Re: Can't delete a user from CTM:People Trying a zip file... -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Tuesday, March 11, 2008 9:06 PM To: arslist@ARSLIST.ORG Subject: Re: Can't delete a user from CTM:People Could I be the licenses or permissions they belong to? Try removing their groups / permissions and try again. On Tue, Mar 11, 2008 at 7:43 PM, Mary Dollus <[EMAIL PROTECTED]> wrote: > ** > > > Hi All, > > > > I'm trying to delete some users out of the CTM:People form however I keep > getting the error ARERR (382) The value(s) for this entry violate a unique > index that has been identified for this form. I ran logs but can't find > what it's talking about... I even tried adding a new record and deleting it > (which works). The records I can't seem to delete were restored from > another server. > > > > Setting the status to Delete saved okay... it's just when I try to delete it. > > > > I checked the "CTM:SupportGroupFunctionalRole", "CTM:Support Group > Association" and there are no entries for the users. > > > > They do have entries in CTM:People, CTM:People Permission Groups, and User. > If I try to delete the user from any of these forms, I get the unique index > error... L > > > > Has anyone encountered this? If so, is there a way to resolve it? I have > over 7k records I need to dump and reload... but I have to delete them first. > > > > Thanks!!! > > Mary Dollus > > > > ARS 7.0.01 patch 005 > > SQL server 2005__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"
Re: Can't delete a user from CTM:People
Morning, I tried deleting all of that but it gives me the error message... it seems it's pushing something somewhere but I went through all the "delete" filters I could find,, and none of them create a new record; at least on the ones I looked at. I attempted to attach logs here twice but it keeps rejecting them. I'll try to shorten again and send. :) thanks again all... I'll owe ya all a cup of coffee for this one... or your drink of choice ... :) - Mary -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Tuesday, March 11, 2008 9:06 PM To: arslist@ARSLIST.ORG Subject: Re: Can't delete a user from CTM:People Could I be the licenses or permissions they belong to? Try removing their groups / permissions and try again. On Tue, Mar 11, 2008 at 7:43 PM, Mary Dollus <[EMAIL PROTECTED]> wrote: > ** > > > Hi All, > > > > I'm trying to delete some users out of the CTM:People form however I keep > getting the error ARERR (382) The value(s) for this entry violate a unique > index that has been identified for this form. I ran logs but can't find > what it's talking about... I even tried adding a new record and deleting it > (which works). The records I can't seem to delete were restored from > another server. > > > > Setting the status to Delete saved okay... it's just when I try to delete it. > > > > I checked the "CTM:SupportGroupFunctionalRole", "CTM:Support Group > Association" and there are no entries for the users. > > > > They do have entries in CTM:People, CTM:People Permission Groups, and User. > If I try to delete the user from any of these forms, I get the unique index > error... L > > > > Has anyone encountered this? If so, is there a way to resolve it? I have > over 7k records I need to dump and reload... but I have to delete them first. > > > > Thanks!!! > > Mary Dollus > > > > ARS 7.0.01 patch 005 > > SQL server 2005__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"
Can't delete a user from CTM:People
Hi All, I'm trying to delete some users out of the CTM:People form however I keep getting the error ARERR (382) The value(s) for this entry violate a unique index that has been identified for this form. I ran logs but can't find what it's talking about... I even tried adding a new record and deleting it (which works). The records I can't seem to delete were restored from another server. Setting the status to Delete saved okay... it's just when I try to delete it. I checked the "CTM:SupportGroupFunctionalRole", "CTM:Support Group Association" and there are no entries for the users. They do have entries in CTM:People, CTM:People Permission Groups, and User. If I try to delete the user from any of these forms, I get the unique index error... :( Has anyone encountered this? If so, is there a way to resolve it? I have over 7k records I need to dump and reload... but I have to delete them first. Thanks!!! Mary Dollus ARS 7.0.01 patch 005 SQL server 2005 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Find a field by ID
Oh yep!! And I was also speaking of dev... but so true.. I try to avoid anything on prod if at all possible! :) ya just never know what can happen Thanks Seth - Mary -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Seth Wrye Sent: Friday, March 07, 2008 10:52 AM To: arslist@ARSLIST.ORG Subject: Re: Find a field by ID Only if you hit save. But. there are times when we are working to resolve something, faster than we should and out of habit or just on accident hit save (I don't know many developers that haven't made that mistake). I try to avoid it all together unless I'm in a dev environment and especially on OOTB forms. If I'm developing a custom form, I will still use the same rule though. Create and add all fields on an Admin view and then move the fields to the view that everyone else will see. This just gives you a good foundation for your form and keeps everything well organized. Seth Wrye From: Action Request System discussion list(ARSList) on behalf of Mary Dollus Sent: Fri 3/7/2008 11:17 AM To: arslist@ARSLIST.ORG Subject: Re: Find a field by ID Hi Seth, I should have clarified it a bit. I don't actually save the view, it's rare I need to do that so I just create the new view but then do not save. Does that create performance issues too? - Mary P.S. I miss arstruct too!! I used it religiously it was my favorite tool -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Seth Wrye Sent: Friday, March 07, 2008 10:07 AM To: arslist@ARSLIST.ORG Subject: Re: Find a field by ID As far as I know, If its an OOTB field it should be on the Admin View (that is unless the form has been modified). Otherwise, I would take Gary's advice and pull a deff. Either way, I would avoid creating new views or adding all fields to a view on a production environment (unless this is a dev environment, in that case, go for it) because of the problems that could arise. Working smarter avoids working harder. Seth Wrye From: Action Request System discussion list(ARSList) on behalf of SUBSCRIBE arslist Melissa Sent: Fri 3/7/2008 10:54 AM To: arslist@ARSLIST.ORG Subject: Re: Find a field by ID ** Acutally that's not true. There are many many fields that are not in the admin view on the HPD:HelpDesk. Seth Wrye <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 03/07/2008 09:50 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Find a field by ID Melissa, I would avoid the two suggestions because of the implications involved with the "what if's". Since the form you are searching on (HPD:HelpDesk) is an OOTB form, all OOTB fields will be listed in the Administrator view. From there you can add the field to another view, but I would be weary of problems caused by inadvertently hitting save or creating performance issues by creating another view. Seth Wrye ____ From: Action Request System discussion list(ARSList) on behalf of Mary Dollus Sent: Fri 3/7/2008 10:32 AM To: arslist@ARSLIST.ORG Subject: Re: Find a field by ID ** Hi Melissa, I sort of do the same thing as Ben with one exception. I do a new view and pull all the fields into it. That way if something inadvertently crashes or messes up, I don't have to worry about it affecting the main form. Take care, Mary Dollus generationE Technologies From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ben Cantatore Sent: Friday, March 07, 2008 9:17 AM To: arslist@ARSLIST.ORG Subject: Re: Find a field by ID ** Melissa, Just do the following: 1. Go into the form you want to find the field on 2. Select Form\current view\fields in view from the menu 3. Highlight all the fields on the left and then click add this will push them all to the right side 4. Click ok 5. You'll have a mess in the upper left hand corner of the screen, use the find field or ID drop downs at the top to find the field you need. 6. Click Field properties after you've selected the field you need and look up the name 7. DON'T Save the form, exit and close without saving 8. Go back into the form and follow steps 1 and 2 and then push over only the field name that you've identified from step 6 Hope that helps. Ben Cantatore Remedy Administrator Avon (914) 935-2946 SUBSCRIBE arslist Melissa <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 03/07/2008 10:04 AM Please respond to
Re: Find a field by ID
Hi Seth, I should have clarified it a bit. I don't actually save the view, it's rare I need to do that so I just create the new view but then do not save. Does that create performance issues too? - Mary P.S. I miss arstruct too!! I used it religiously it was my favorite tool -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Seth Wrye Sent: Friday, March 07, 2008 10:07 AM To: arslist@ARSLIST.ORG Subject: Re: Find a field by ID As far as I know, If its an OOTB field it should be on the Admin View (that is unless the form has been modified). Otherwise, I would take Gary's advice and pull a deff. Either way, I would avoid creating new views or adding all fields to a view on a production environment (unless this is a dev environment, in that case, go for it) because of the problems that could arise. Working smarter avoids working harder. Seth Wrye From: Action Request System discussion list(ARSList) on behalf of SUBSCRIBE arslist Melissa Sent: Fri 3/7/2008 10:54 AM To: arslist@ARSLIST.ORG Subject: Re: Find a field by ID ** Acutally that's not true. There are many many fields that are not in the admin view on the HPD:HelpDesk. Seth Wrye <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 03/07/2008 09:50 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Find a field by ID Melissa, I would avoid the two suggestions because of the implications involved with the "what if's". Since the form you are searching on (HPD:HelpDesk) is an OOTB form, all OOTB fields will be listed in the Administrator view. From there you can add the field to another view, but I would be weary of problems caused by inadvertently hitting save or creating performance issues by creating another view. Seth Wrye From: Action Request System discussion list(ARSList) on behalf of Mary Dollus Sent: Fri 3/7/2008 10:32 AM To: arslist@ARSLIST.ORG Subject: Re: Find a field by ID ** Hi Melissa, I sort of do the same thing as Ben with one exception. I do a new view and pull all the fields into it. That way if something inadvertently crashes or messes up, I don't have to worry about it affecting the main form. Take care, Mary Dollus generationE Technologies From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ben Cantatore Sent: Friday, March 07, 2008 9:17 AM To: arslist@ARSLIST.ORG Subject: Re: Find a field by ID ** Melissa, Just do the following: 1. Go into the form you want to find the field on 2. Select Form\current view\fields in view from the menu 3. Highlight all the fields on the left and then click add this will push them all to the right side 4. Click ok 5. You'll have a mess in the upper left hand corner of the screen, use the find field or ID drop downs at the top to find the field you need. 6. Click Field properties after you've selected the field you need and look up the name 7. DON'T Save the form, exit and close without saving 8. Go back into the form and follow steps 1 and 2 and then push over only the field name that you've identified from step 6 Hope that helps. Ben Cantatore Remedy Administrator Avon (914) 935-2946 SUBSCRIBE arslist Melissa <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 03/07/2008 10:04 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Find a field by ID ** This may be a silly question, but how can I find a field by the ID number if it's not in the view? Looking for a field on HPD:HelpDesk by the Field ID and it's not in the FindID drop down. Thanks! Melissa __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" __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: Find a field by ID
Hi Melissa, I sort of do the same thing as Ben with one exception. I do a new view and pull all the fields into it. That way if something inadvertently crashes or messes up, I don't have to worry about it affecting the main form. Take care, Mary Dollus generationE Technologies From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ben Cantatore Sent: Friday, March 07, 2008 9:17 AM To: arslist@ARSLIST.ORG Subject: Re: Find a field by ID ** Melissa, Just do the following: 1. Go into the form you want to find the field on 1. Select Form\current view\fields in view from the menu 1. Highlight all the fields on the left and then click add this will push them all to the right side 1. Click ok 1. You'll have a mess in the upper left hand corner of the screen, use the find field or ID drop downs at the top to find the field you need. 1. Click Field properties after you've selected the field you need and look up the name 1. DON'T Save the form, exit and close without saving 1. Go back into the form and follow steps 1 and 2 and then push over only the field name that you've identified from step 6 Hope that helps. Ben Cantatore Remedy Administrator Avon (914) 935-2946 SUBSCRIBE arslist Melissa <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 03/07/2008 10:04 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Find a field by ID ** This may be a silly question, but how can I find a field by the ID number if it's not in the view? Looking for a field on HPD:HelpDesk by the Field ID and it's not in the FindID drop down. Thanks! Melissa __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: A way to mimic a users account
Hi All, Sorry for the delayed reply,,, I was trying to figure out the user issues (which turned out not to be isolated to her account unfortunately). Thanks everyone for all the information!!! Got some great ideas as always... I wasn't able to get an AD record added or hers updated, and since I was offsite last week I wasn't able to see what was happening. However I finally got permission to hijack her account... and was able to recreate her problem. I was just hoping for the ability to mimic right away so I wouldn't have to wait for permission which took til the end of the day. Anyway,,, Thanks again! - Mary Dollus -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Thursday, February 21, 2008 7:55 PM To: arslist@ARSLIST.ORG Subject: Re: A way to mimic a users account Mary, We use an external authentication method (with blank passwords in ARS) with our ARS and I use the following approach. The only down side is that you "kick the user out" while you are testing because your are literally hijacking their account. The up side is that it really _is_ their account. (So you get the same preference record, the same 'Login Name' ect... The only thing that are really still different are local client host [for User Tool specific issues] and network paths.) http://www.remedy.com/customers/dht/archive/11-04-2002.htm Ref the 'Authentication Login Name' field. Basically you would set 'Authentication Login Name' to the username that you know the password for in your external authentication source on the Users record that you want to test. Then you login to the ARS client with their 'Login Name' and your password. When done you clear the field and then they can login with their password again. The same thing can be done if your using external authentication method (with blank passwords) if you set an ARS level password then login with that value and later clear it. However, that may cause issues if your doing any kind of "Password Management" with rules like "Must change every 60 days", or "must track how long since the user changed their password" etc... If your not using an external authentication method, then export the record to ARX format. Change the password. Do your testing. and import the ARX record so that it OVERWRITES the DB record. That should restore the record to the starting condition. (or you can even just force a "user must change password" type condition. (If your custom processes supports that.) ( Basically what Jason Miller said... just with a slight difference in approach. :) ) BTW (and a bit off topic): Using the above approach (assuming you are using an external authentication method and 'Authentication Login Name' ) you can "lock" an account by setting this fields value with some username/account that does not exist. Then later when the account should be "unlocked" you clear the field. ( A custom AREA plugin,a User.log monitoring process, or even a trusted ARS user could "lock the account" and stash a record that will clear the value after time="x" and let an escalation "unlock" the account by removing the 'Authentication Login Name' value.) -- 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 Thu, Feb 21, 2008 at 11:48 AM, Mary Dollus <[EMAIL PROTECTED]> wrote: > Hi Everyone, > > I thought I heard that there is a way to mimic a user's account so you can > log in as them, but not really using their login and password. > > Is that possible? I want to test a user's account as it is... I could add > one and set it up like hers... but all of those work... so I want to see what > she's seeing exactly. > > Thanks!!! > Mary Dollus > ARS 7.0.01 > > > ___ > 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"
A way to mimic a users account
Hi Everyone, I thought I heard that there is a way to mimic a user's account so you can log in as them, but not really using their login and password. Is that possible? I want to test a user's account as it is... I could add one and set it up like hers... but all of those work... so I want to see what she's seeing exactly. Thanks!!! Mary Dollus ARS 7.0.01 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Question: ITSM 7.0 - Relationships
Morning Ty, It depends on the type of relationship you choose I believe. I'm not on my system right now, so I can't check , but I think Related To performs the action you require. Mary _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Tuesday, December 18, 2007 9:45 AM To: arslist@ARSLIST.ORG Subject: Question: ITSM 7.0 - Relationships ** Correct me if I am wrong, but I thought that when you related an Incident to another Incident or multiple Incidents that when you closed the Incident it would close ALL other related Incidents? Thanks. __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: Issues with using Incident Interface Create form to push record to HPD?
Wow... this came at the exact time I had that active link open,, scratching my head wondering why it was doing those actions.. Thanks Christopher!!! :) -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Monday, December 17, 2007 2:22 PM To: arslist@ARSLIST.ORG Subject: Re: Issues with using Incident Interface Create form to push record to HPD? I remember that I posted something a week or two ago about this - that they had erroneous workflow qualifying the search (when executed using the assignment menus to select the Assigned Group) that excluded records that could be found if you simply pasted the Assigned Group name into an advanced search. This is now Defect #SW00282903. Temporary workaround that BMC Support sent me: == Step 1: Create the new active link HPD:INC:ASGGRP_010_ClearSetFlds_1 by using the File -> Save as option from existing active link HPD:INC:ASGGRP_010_ClearSetFlds Step 2: Remove second set fields action from active link HPD:INC:ASGGRP_010_ClearSetFlds Step 3: open newly created active link HPD:INC:ASGGRP_010_ClearSetFlds_1 remove the first Set Fields Action and make following changes 1) Execute on should be Submit and modify and uncheck Menu/Row/Level Choice 2) Run if - Assigned Group !- $ Null $ Save both Active Links == Note that I disabled the original and created one named *HPD:INC:ASGGRP_010_ClearSetFlds that has the change in Step 2 active. BTW, I would not recommend testing the application functionality without patching the app through 006. The number of known, broken functions that have already been fixed in application patches is huge. You don't want to keep rediscovering problems that have already been fixed if you don't have to - there are plenty of unfixed bugs beyond patch 006, some known and recorded as defects, and some not yet bugged (like the one above was). Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus > Sent: Monday, December 17, 2007 7:22 AM > To: arslist@ARSLIST.ORG > Subject: Issues with using Incident Interface Create form to > push record to HPD? > > Morning, > > I'm using the HPD:Incident Interface Create form to push > records into the HPD:Help Desk form; however we've found an > issue and I'm wondering if anyone else has seen this happen. > > The record populates ok in the Help Desk form and it all > seems ok. The ticket can be worked and moved from status to > status with no issues. > > However, if you attempt to search for records by using the > menus on the Assignment tab, the records that were pushed do > not show up in the search. > If you reassign the ticket, they'll show up. > > So,,, I compared two records, one that was pushed and one > that was not to see if there were any differences there > were some but they were minimal and nothing that would seem > to create the issue. > > So, I took one of the pushed records and assigned it to me. > Then I compared that record in both of it's states, pushed > from the Interface form and then reassigned to me in the HPD > form. Still minor differences... > > I merged the two docs to find the differences and the only > things different Are below. Where you see only one value, > that means one was blank and the other had a value, (like the > first one has Yes and nothing else,, that means one doc had > Yes, the other was NULL) > > Assigned Group Uses OLA(100572) : Yes Assignee Login > ID(4) : mtdollu1testusermtd > Assignee+ : Mary DollusTest User > Last Date Duration Calculated(100631) : 12/17/2007 > 6:43:1816:40 AM Last Modified Date : 12/17/2007 6:43:1916:53 > AM Shifts Flag(100296) : No SLMEventLookupTblKeyword : > SLM:EventSchedule SLMLookupTblKeyword : SLM:Measurement Total > Transfers: : 10 Transfers between Individuals: : 10 > z1D_Previous Assignee Login ID(301323300) : testusermtd > > I have no clue why they aren't searchable > > Any and all ideas are so welcome...:) > > ARS 7.0.01 > Apps are on 7.0.02 no patches > > Thanks!!! > > > Mary Dollus > > __ > _ > 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 P
Re: Issues with using Incident Interface Create form to push record to HPD?
Hi Ben, In my db the T1268 is the HPD:Help Desk form. The table id is relative to your installation. Hmmm that's a thought,, I'll check it out. Thanks... -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ben Cantatore Sent: Monday, December 17, 2007 2:10 PM To: arslist@ARSLIST.ORG Subject: Re: Issues with using Incident Interface Create form to push record to HPD? Mary, this is a guess, but sounds like you have an active link firing that is setting a field on search when it probably should set for submit only. I recommend flipping on logging to see if that might be the problem. Also T1268 is SLM:EventSchedule if that's at all helpful. PS ITSM Apps with no patch has lots of issues Ben Cantatore Remedy Administrator Avon (914) 935-2946 Mary Dollus <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 12/17/2007 02:43 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Issues with using Incident Interface Create form to push record to HPD? ** Ok.. I found the issue, I think,, now I just have to see how to get these fields to set on Submit because the OTB workflow is not doing it properly. I compared the 2 sql statements, searching both ways and found out the search is looking for more (which I knew but wasn?t sure exactly what). AND (Assigned Group Uses OLA T1268.C100572 = 0) AND (Shifts Flag T1268.C100296 = 1) In addition to what I?m looking for,, it?s also looking for the above? so once I figure that out I should be good to go? ?should? being the operative word J Thanks everyone for their invaluable assistance J -Mary From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Monday, December 17, 2007 10:32 AM To: arslist@ARSLIST.ORG Subject: Re: Issues with using Incident Interface Create form to push record to HPD? Hmmm the Assignee Groups is getting set properly. It?s the same on both manually entered, or pushed from Incident Interface Create. I push over the Support Group info from our staging form into the Incident Interface Create form, and it uses the OTB workflow to push to the HPD form. - Mary From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Monday, December 17, 2007 8:19 AM To: arslist@ARSLIST.ORG Subject: Re: Issues with using Incident Interface Create form to push record to HPD? ** I'm thinking the same thing. Mary how are you assigning to the groups / individuals? Ty On 12/17/07, Lammey, Peter A. <[EMAIL PROTECTED]> wrote: ** What about the Assignee Groups field (field 112)? This may not be getting set properly. I am checking to see what exactly is set by selecting the group drop down menus. Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 From: Action Request System discussion list(ARSList) [mailto: ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Ar ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Issues with using Incident Interface Create form to push record to HPD?
Ok.. I found the issue, I think,, now I just have to see how to get these fields to set on Submit because the OTB workflow is not doing it properly. I compared the 2 sql statements, searching both ways and found out the search is looking for more (which I knew but wasn't sure exactly what). AND (Assigned Group Uses OLA T1268.C100572 = 0) AND (Shifts Flag T1268.C100296 = 1) In addition to what I'm looking for,, it's also looking for the above. so once I figure that out I should be good to go. "should" being the operative word :-) Thanks everyone for their invaluable assistance :-) -Mary _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Monday, December 17, 2007 10:32 AM To: arslist@ARSLIST.ORG Subject: Re: Issues with using Incident Interface Create form to push record to HPD? Hmmm the Assignee Groups is getting set properly. It's the same on both manually entered, or pushed from Incident Interface Create. I push over the Support Group info from our staging form into the Incident Interface Create form, and it uses the OTB workflow to push to the HPD form. - Mary _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Monday, December 17, 2007 8:19 AM To: arslist@ARSLIST.ORG Subject: Re: Issues with using Incident Interface Create form to push record to HPD? ** I'm thinking the same thing. Mary how are you assigning to the groups / individuals? Ty On 12/17/07, Lammey, Peter A. <[EMAIL PROTECTED]> wrote: ** What about the Assignee Groups field (field 112)? This may not be getting set properly. I am checking to see what exactly is set by selecting the group drop down menus. Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG> ] On Behalf Of Mary Dollus Sent: Monday, December 17, 2007 8:51 AM To: arslist@ARSLIST.ORG Subject: Re: Issues with using Incident Interface Create form to push record to HPD? ** Hi Ty, That was probably a bad way to phrase it. sorry. When you open the IM form (HPD: Help Desk form) in search mode, then go to the Assignment tab and use the menus attached to the Incident Assignee, choose Support Company, Support Org, Assigned group; then click on Search. The records that were pushed to HPD from the Incident Interface create form are not returned in the search. However, you can free form type in what you want to search on, and it's returned. So, I even checked what's getting set when the fields are chosen by the menu, but again, I can't see any difference in what's being stored in the record. :-( Thanks!!! _ From: Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] On Behalf Of T. Dee Sent: Monday, December 17, 2007 7:43 AM To: arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG> Subject: Re: Issues with using Incident Interface Create form to push record to HPD? ** Mary - what do you mean they are not searchable - can you be more specific - what are you doing to search? On 12/17/07, Mary Dollus < <mailto:[EMAIL PROTECTED]> [EMAIL PROTECTED]> wrote: Morning, I'm using the HPD:Incident Interface Create form to push records into the HPD:Help Desk form; however we've found an issue and I'm wondering if anyone else has seen this happen. The record populates ok in the Help Desk form and it all seems ok. The ticket can be worked and moved from status to status with no issues. However, if you attempt to search for records by using the menus on the Assignment tab, the records that were pushed do not show up in the search. If you reassign the ticket, they'll show up. So,,, I compared two records, one that was pushed and one that was not to see if there were any differences there were some but they were minimal and nothing that would seem to create the issue. So, I took one of the pushed records and assigned it to me. Then I compared that record in both of it's states, pushed from the Interface form and then reassigned to me in the HPD form. Still minor differences... I merged the two docs to find the differences and the only things different Are below. Where you see only one value, that means one was blank and the other had a value, (like the first one has Yes and nothing else,, that means one doc had Yes, the other was NULL) Assigned Group Uses OLA(100572) : Yes Assignee Login ID(4) : mtdollu1testusermtd Assignee+ : Mary DollusTest User Last Date Duration Calculated(100631) : 12/17/2007 6:43:1816:40 AM Last Modified Date : 12/17/2007 6:43:1916:53 AM Shifts Flag(100296) : No SLMEventLookupTblKeyword :
Re: Issues with using Incident Interface Create form to push record to HPD?
Hmmm the Assignee Groups is getting set properly. It's the same on both manually entered, or pushed from Incident Interface Create. I push over the Support Group info from our staging form into the Incident Interface Create form, and it uses the OTB workflow to push to the HPD form. - Mary _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Monday, December 17, 2007 8:19 AM To: arslist@ARSLIST.ORG Subject: Re: Issues with using Incident Interface Create form to push record to HPD? ** I'm thinking the same thing. Mary how are you assigning to the groups / individuals? Ty On 12/17/07, Lammey, Peter A. <[EMAIL PROTECTED]> wrote: ** What about the Assignee Groups field (field 112)? This may not be getting set properly. I am checking to see what exactly is set by selecting the group drop down menus. Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG> ] On Behalf Of Mary Dollus Sent: Monday, December 17, 2007 8:51 AM To: arslist@ARSLIST.ORG Subject: Re: Issues with using Incident Interface Create form to push record to HPD? ** Hi Ty, That was probably a bad way to phrase it. sorry. When you open the IM form (HPD: Help Desk form) in search mode, then go to the Assignment tab and use the menus attached to the Incident Assignee, choose Support Company, Support Org, Assigned group; then click on Search. The records that were pushed to HPD from the Incident Interface create form are not returned in the search. However, you can free form type in what you want to search on, and it's returned. So, I even checked what's getting set when the fields are chosen by the menu, but again, I can't see any difference in what's being stored in the record. :-( Thanks!!! _ From: Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] On Behalf Of T. Dee Sent: Monday, December 17, 2007 7:43 AM To: arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG> Subject: Re: Issues with using Incident Interface Create form to push record to HPD? ** Mary - what do you mean they are not searchable - can you be more specific - what are you doing to search? On 12/17/07, Mary Dollus < <mailto:[EMAIL PROTECTED]> [EMAIL PROTECTED]> wrote: Morning, I'm using the HPD:Incident Interface Create form to push records into the HPD:Help Desk form; however we've found an issue and I'm wondering if anyone else has seen this happen. The record populates ok in the Help Desk form and it all seems ok. The ticket can be worked and moved from status to status with no issues. However, if you attempt to search for records by using the menus on the Assignment tab, the records that were pushed do not show up in the search. If you reassign the ticket, they'll show up. So,,, I compared two records, one that was pushed and one that was not to see if there were any differences there were some but they were minimal and nothing that would seem to create the issue. So, I took one of the pushed records and assigned it to me. Then I compared that record in both of it's states, pushed from the Interface form and then reassigned to me in the HPD form. Still minor differences... I merged the two docs to find the differences and the only things different Are below. Where you see only one value, that means one was blank and the other had a value, (like the first one has Yes and nothing else,, that means one doc had Yes, the other was NULL) Assigned Group Uses OLA(100572) : Yes Assignee Login ID(4) : mtdollu1testusermtd Assignee+ : Mary DollusTest User Last Date Duration Calculated(100631) : 12/17/2007 6:43:1816:40 AM Last Modified Date : 12/17/2007 6:43:1916:53 AM Shifts Flag(100296) : No SLMEventLookupTblKeyword : SLM:EventSchedule SLMLookupTblKeyword : SLM:Measurement Total Transfers: : 10 Transfers between Individuals: : 10 z1D_Previous Assignee Login ID(301323300) : testusermtd I have no clue why they aren't searchable Any and all ideas are so welcome...:) ARS 7.0.01 Apps are on 7.0.02 no patches Thanks!!! Mary Dollus ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org <http://www.arslist.org/> Platinum Sponsor: www.rmsportal.com <http://www.rmsportal.com/> ARSlist: "Where the Answers Are" __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___ __20060125___This posting was submitted with HT
Re: Issues with using Incident Interface Create form to push record to HPD?
Hi Peter, That field is Display Only on the HPD form, so do u mean it's not getting set somewhere else properly? I did notice this,,, two fields getting set on search and when I manually change the assignee to me are: SLMEventLookupTblKeyword : SLM:EventSchedule SLMLookupTblKeyword : SLM:Measurement So, I'll see about setting them in the push to HPD.. _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A. Sent: Monday, December 17, 2007 8:35 AM To: arslist@ARSLIST.ORG Subject: Re: Issues with using Incident Interface Create form to push record to HPD? Looks like for the Assignee Group selection using the drop down sets the following fields with info probably from the CTM:Support Groups form: Assigned Group ID (100079) = SGP0024 (this is what you should see based on the group I believe you are testing with) Shifts Flag (100296) = 1 z1D Assigned Group Role (100570) = Help Desk Assigned Group Uses OLA (100572) = 0 z1D Assigned Group Uses SLA (100574) = 0 On the list of differences you have below you have all the above listed except I think z1D Assigned Group Role. Is that the field not getting set properly from the HPD:Incident Interface Create? 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 Mary Dollus Sent: Monday, December 17, 2007 8:51 AM To: arslist@ARSLIST.ORG Subject: Re: Issues with using Incident Interface Create form to push record to HPD? ** Hi Ty, That was probably a bad way to phrase it. sorry. When you open the IM form (HPD: Help Desk form) in search mode, then go to the Assignment tab and use the menus attached to the Incident Assignee, choose Support Company, Support Org, Assigned group; then click on Search. The records that were pushed to HPD from the Incident Interface create form are not returned in the search. However, you can free form type in what you want to search on, and it's returned. So, I even checked what's getting set when the fields are chosen by the menu, but again, I can't see any difference in what's being stored in the record. :-( Thanks!!! _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Monday, December 17, 2007 7:43 AM To: arslist@ARSLIST.ORG Subject: Re: Issues with using Incident Interface Create form to push record to HPD? ** Mary - what do you mean they are not searchable - can you be more specific - what are you doing to search? On 12/17/07, Mary Dollus <[EMAIL PROTECTED]> wrote: Morning, I'm using the HPD:Incident Interface Create form to push records into the HPD:Help Desk form; however we've found an issue and I'm wondering if anyone else has seen this happen. The record populates ok in the Help Desk form and it all seems ok. The ticket can be worked and moved from status to status with no issues. However, if you attempt to search for records by using the menus on the Assignment tab, the records that were pushed do not show up in the search. If you reassign the ticket, they'll show up. So,,, I compared two records, one that was pushed and one that was not to see if there were any differences there were some but they were minimal and nothing that would seem to create the issue. So, I took one of the pushed records and assigned it to me. Then I compared that record in both of it's states, pushed from the Interface form and then reassigned to me in the HPD form. Still minor differences... I merged the two docs to find the differences and the only things different Are below. Where you see only one value, that means one was blank and the other had a value, (like the first one has Yes and nothing else,, that means one doc had Yes, the other was NULL) Assigned Group Uses OLA(100572) : Yes Assignee Login ID(4) : mtdollu1testusermtd Assignee+ : Mary DollusTest User Last Date Duration Calculated(100631) : 12/17/2007 6:43:1816:40 AM Last Modified Date : 12/17/2007 6:43:1916:53 AM Shifts Flag(100296) : No SLMEventLookupTblKeyword : SLM:EventSchedule SLMLookupTblKeyword : SLM:Measurement Total Transfers: : 10 Transfers between Individuals: : 10 z1D_Previous Assignee Login ID(301323300) : testusermtd I have no clue why they aren't searchable Any and all ideas are so welcome...:) ARS 7.0.01 Apps are on 7.0.02 no patches Thanks!!! Mary Dollus ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" __20060125___This posting was submitted
Re: Issues with using Incident Interface Create form to push record to HPD?
There is another form ( a staging form of sorts that is being set from another ticketing system). On a trigger from that form, data is pushed into the Incident Interface form, the: Assigned Group ID Assigned Support Organization Categorization Tiers 1, 2, 3 Description First Name Last Name Person ID Reported Source Service Type Status Urgency Z1D_Action (CREATE) Impact Assigned Support Company Assigned Group And a couple of misc fields we need from the external TT app. Then on submit, it uses the OTB workflow to push a new record to the HPD form; although I added new fields to account for the misc fields we need to populate. Thanks.. _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Monday, December 17, 2007 8:12 AM To: arslist@ARSLIST.ORG Subject: Re: Issues with using Incident Interface Create form to push record to HPD? ** How are you "creating" the tickets via HPD:Incident Interface Create? Ty On 12/17/07, Mary Dollus <[EMAIL PROTECTED]> wrote: ** Hi Ty, That was probably a bad way to phrase it. sorry. When you open the IM form (HPD: Help Desk form) in search mode, then go to the Assignment tab and use the menus attached to the Incident Assignee, choose Support Company, Support Org, Assigned group; then click on Search. The records that were pushed to HPD from the Incident Interface create form are not returned in the search. However, you can free form type in what you want to search on, and it's returned. So, I even checked what's getting set when the fields are chosen by the menu, but again, I can't see any difference in what's being stored in the record. :-( Thanks!!! _ From: Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] On Behalf Of T. Dee Sent: Monday, December 17, 2007 7:43 AM To: arslist@ARSLIST.ORG Subject: Re: Issues with using Incident Interface Create form to push record to HPD? ** Mary - what do you mean they are not searchable - can you be more specific - what are you doing to search? On 12/17/07, Mary Dollus < <mailto:[EMAIL PROTECTED]> [EMAIL PROTECTED]> wrote: Morning, I'm using the HPD:Incident Interface Create form to push records into the HPD:Help Desk form; however we've found an issue and I'm wondering if anyone else has seen this happen. The record populates ok in the Help Desk form and it all seems ok. The ticket can be worked and moved from status to status with no issues. However, if you attempt to search for records by using the menus on the Assignment tab, the records that were pushed do not show up in the search. If you reassign the ticket, they'll show up. So,,, I compared two records, one that was pushed and one that was not to see if there were any differences there were some but they were minimal and nothing that would seem to create the issue. So, I took one of the pushed records and assigned it to me. Then I compared that record in both of it's states, pushed from the Interface form and then reassigned to me in the HPD form. Still minor differences... I merged the two docs to find the differences and the only things different Are below. Where you see only one value, that means one was blank and the other had a value, (like the first one has Yes and nothing else,, that means one doc had Yes, the other was NULL) Assigned Group Uses OLA(100572) : Yes Assignee Login ID(4) : mtdollu1testusermtd Assignee+ : Mary DollusTest User Last Date Duration Calculated(100631) : 12/17/2007 6:43:1816:40 AM Last Modified Date : 12/17/2007 6:43:1916:53 AM Shifts Flag(100296) : No SLMEventLookupTblKeyword : SLM:EventSchedule SLMLookupTblKeyword : SLM:Measurement Total Transfers: : 10 Transfers between Individuals: : 10 z1D_Previous Assignee Login ID(301323300) : testusermtd I have no clue why they aren't searchable Any and all ideas are so welcome...:) ARS 7.0.01 Apps are on 7.0.02 no patches Thanks!!! Mary Dollus ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org <http://www.arslist.org/> Platinum Sponsor: www.rmsportal.com <http://www.rmsportal.com/> ARSlist: "Where the Answers Are" __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: Error while trying to create incident record via push action
Yep that's true, but in our case, they didn't want the technician to have to take that step, so we're assigning based on some internal criteria. I just mentioned it because sometimes it all looks okay, (the group info all appears fine) but the error still occurs. What I found is that the support person we were trying to assign it to, did not belong to the support group itself. Once we corrected that it all worked great. -Mary _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Monday, December 17, 2007 7:46 AM To: arslist@ARSLIST.ORG Subject: Re: Error while trying to create incident record via push action ** You don't have to assign it to a Person, just a group - then someone in the group will assign it to themselves when they get the notification. On 12/17/07, Mary Dollus <[EMAIL PROTECTED]> wrote: ** Morning, Yes I struggled with that for a bit as well. You have to set the Assignee groups and Assignee Group ID, but you also have to make sure that if you are assigning to a person.. that they are also have perms to that support group. Hope that makes sense, if not let me know. - Mary Dollus _ From: Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] On Behalf Of T. Dee Sent: Monday, December 17, 2007 7:35 AM To: arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG> Subject: Re: Error while trying to create incident record via push action ** If I am not mistaken these fields are required so when you are using HPD:IncidentInterface_Create you need to provide these OR as I did I used Auto Assign which automatically populates these. Ty On 12/14/07, T Wang < [EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]> > wrote: ** Hi List, Did anybody ever encounter this error message while trying to create incident record through HPD:IncidentInterface_Create? "The Assigned Group fields are invalid. Use the associated field menus Support Company, Support Organization, and Assigned Group or the type-ahead-return function on the Assigned Group field to select this information. (ARERR 1291049)" 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___ __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: Issues with using Incident Interface Create form to push record to HPD?
Hi Ty Yep they can, but they didn't want to do it that way. Yep. I was just showing that those fields are populated. Did I misunderstand what he was saying or asking? _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Monday, December 17, 2007 7:45 AM To: arslist@ARSLIST.ORG Subject: Re: Issues with using Incident Interface Create form to push record to HPD? ** Both Owner and Assigned Group can be auto assigned. Mary what you gave Peter are your group IDs not his. Ty On 12/17/07, Mary Dollus <[EMAIL PROTECTED]> wrote: Morning Peter, That was my first thought too... so I thought,, "oh this'll be an easy fix..." :) famous last words huh :) However yes, they are. Assigned Group ID(100079) : SGP0024 Owner Group ID(100427) : SGP0024 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A. Sent: Monday, December 17, 2007 7:33 AM To: arslist@ARSLIST.ORG Subject: Re: Issues with using Incident Interface Create form to push record to HPD? Is the Assignee Group ID or Owner Group ID getting populated in the records that are pushed from HPD:Incident Interface Create? If these were not then that would explain when you are using the drop downs for Assignee or Owner group when searching and the records not coming up because I believe behind the scenes these fields are populated (which are hidden) so the search is not only by the group you selected but also for records where the Assigee Group ID or Owner Group ID is filled in. These fields would be filled in if you ended up reassigning the Assignee or Owner of the ticket. Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG> ] On Behalf Of Mary Dollus Sent: Monday, December 17, 2007 8:22 AM To: arslist@ARSLIST.ORG Subject: Issues with using Incident Interface Create form to push record to HPD? Morning, I'm using the HPD:Incident Interface Create form to push records into the HPD:Help Desk form; however we've found an issue and I'm wondering if anyone else has seen this happen. The record populates ok in the Help Desk form and it all seems ok. The ticket can be worked and moved from status to status with no issues. However, if you attempt to search for records by using the menus on the Assignment tab, the records that were pushed do not show up in the search. If you reassign the ticket, they'll show up. So,,, I compared two records, one that was pushed and one that was not to see if there were any differences there were some but they were minimal and nothing that would seem to create the issue. So, I took one of the pushed records and assigned it to me. Then I compared that record in both of it's states, pushed from the Interface form and then reassigned to me in the HPD form. Still minor differences... I merged the two docs to find the differences and the only things different Are below. Where you see only one value, that means one was blank and the other had a value, (like the first one has Yes and nothing else,, that means one doc had Yes, the other was NULL) Assigned Group Uses OLA(100572) : Yes Assignee Login ID(4) : mtdollu1testusermtd Assignee+ : Mary DollusTest User Last Date Duration Calculated(100631) : 12/17/2007 6:43:1816:40 AM Last Modified Date : 12/17/2007 6:43:1916:53 AM Shifts Flag(100296) : No SLMEventLookupTblKeyword : SLM:EventSchedule SLMLookupTblKeyword : SLM:Measurement Total Transfers: : 10 Transfers between Individuals: : 10 z1D_Previous Assignee Login ID(301323300) : testusermtd I have no clue why they aren't searchable Any and all ideas are so welcome...:) ARS 7.0.01 Apps are on 7.0.02 no patches Thanks!!! Mary Dollus ___ 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" __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: Issues with using Incident Interface Create form to push record to HPD?
Hi Ty, That was probably a bad way to phrase it. sorry. When you open the IM form (HPD: Help Desk form) in search mode, then go to the Assignment tab and use the menus attached to the Incident Assignee, choose Support Company, Support Org, Assigned group; then click on Search. The records that were pushed to HPD from the Incident Interface create form are not returned in the search. However, you can free form type in what you want to search on, and it's returned. So, I even checked what's getting set when the fields are chosen by the menu, but again, I can't see any difference in what's being stored in the record. :-( Thanks!!! _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Monday, December 17, 2007 7:43 AM To: arslist@ARSLIST.ORG Subject: Re: Issues with using Incident Interface Create form to push record to HPD? ** Mary - what do you mean they are not searchable - can you be more specific - what are you doing to search? On 12/17/07, Mary Dollus <[EMAIL PROTECTED]> wrote: Morning, I'm using the HPD:Incident Interface Create form to push records into the HPD:Help Desk form; however we've found an issue and I'm wondering if anyone else has seen this happen. The record populates ok in the Help Desk form and it all seems ok. The ticket can be worked and moved from status to status with no issues. However, if you attempt to search for records by using the menus on the Assignment tab, the records that were pushed do not show up in the search. If you reassign the ticket, they'll show up. So,,, I compared two records, one that was pushed and one that was not to see if there were any differences there were some but they were minimal and nothing that would seem to create the issue. So, I took one of the pushed records and assigned it to me. Then I compared that record in both of it's states, pushed from the Interface form and then reassigned to me in the HPD form. Still minor differences... I merged the two docs to find the differences and the only things different Are below. Where you see only one value, that means one was blank and the other had a value, (like the first one has Yes and nothing else,, that means one doc had Yes, the other was NULL) Assigned Group Uses OLA(100572) : Yes Assignee Login ID(4) : mtdollu1testusermtd Assignee+ : Mary DollusTest User Last Date Duration Calculated(100631) : 12/17/2007 6:43:1816:40 AM Last Modified Date : 12/17/2007 6:43:1916:53 AM Shifts Flag(100296) : No SLMEventLookupTblKeyword : SLM:EventSchedule SLMLookupTblKeyword : SLM:Measurement Total Transfers: : 10 Transfers between Individuals: : 10 z1D_Previous Assignee Login ID(301323300) : testusermtd I have no clue why they aren't searchable Any and all ideas are so welcome...:) ARS 7.0.01 Apps are on 7.0.02 no patches Thanks!!! Mary Dollus ___ 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"
Re: Error while trying to create incident record via push action
Morning, Yes I struggled with that for a bit as well. You have to set the Assignee groups and Assignee Group ID, but you also have to make sure that if you are assigning to a person.. that they are also have perms to that support group. Hope that makes sense, if not let me know. - Mary Dollus _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Monday, December 17, 2007 7:35 AM To: arslist@ARSLIST.ORG Subject: Re: Error while trying to create incident record via push action ** If I am not mistaken these fields are required so when you are using HPD:IncidentInterface_Create you need to provide these OR as I did I used Auto Assign which automatically populates these. Ty On 12/14/07, T Wang <[EMAIL PROTECTED]> wrote: ** Hi List, Did anybody ever encounter this error message while trying to create incident record through HPD:IncidentInterface_Create? "The Assigned Group fields are invalid. Use the associated field menus Support Company, Support Organization, and Assigned Group or the type-ahead-return function on the Assigned Group field to select this information. (ARERR 1291049)" Thanks. __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: Issues with using Incident Interface Create form to push record to HPD?
Morning Peter, That was my first thought too... so I thought,, "oh this'll be an easy fix..." :) famous last words huh :) However yes, they are. Assigned Group ID(100079) : SGP0024 Owner Group ID(100427) : SGP0024 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A. Sent: Monday, December 17, 2007 7:33 AM To: arslist@ARSLIST.ORG Subject: Re: Issues with using Incident Interface Create form to push record to HPD? Is the Assignee Group ID or Owner Group ID getting populated in the records that are pushed from HPD:Incident Interface Create? If these were not then that would explain when you are using the drop downs for Assignee or Owner group when searching and the records not coming up because I believe behind the scenes these fields are populated (which are hidden) so the search is not only by the group you selected but also for records where the Assigee Group ID or Owner Group ID is filled in. These fields would be filled in if you ended up reassigning the Assignee or Owner of the ticket. Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Monday, December 17, 2007 8:22 AM To: arslist@ARSLIST.ORG Subject: Issues with using Incident Interface Create form to push record to HPD? Morning, I'm using the HPD:Incident Interface Create form to push records into the HPD:Help Desk form; however we've found an issue and I'm wondering if anyone else has seen this happen. The record populates ok in the Help Desk form and it all seems ok. The ticket can be worked and moved from status to status with no issues. However, if you attempt to search for records by using the menus on the Assignment tab, the records that were pushed do not show up in the search. If you reassign the ticket, they'll show up. So,,, I compared two records, one that was pushed and one that was not to see if there were any differences there were some but they were minimal and nothing that would seem to create the issue. So, I took one of the pushed records and assigned it to me. Then I compared that record in both of it's states, pushed from the Interface form and then reassigned to me in the HPD form. Still minor differences... I merged the two docs to find the differences and the only things different Are below. Where you see only one value, that means one was blank and the other had a value, (like the first one has Yes and nothing else,, that means one doc had Yes, the other was NULL) Assigned Group Uses OLA(100572) : Yes Assignee Login ID(4) : mtdollu1testusermtd Assignee+ : Mary DollusTest User Last Date Duration Calculated(100631) : 12/17/2007 6:43:1816:40 AM Last Modified Date : 12/17/2007 6:43:1916:53 AM Shifts Flag(100296) : No SLMEventLookupTblKeyword : SLM:EventSchedule SLMLookupTblKeyword : SLM:Measurement Total Transfers: : 10 Transfers between Individuals: : 10 z1D_Previous Assignee Login ID(301323300) : testusermtd I have no clue why they aren't searchable Any and all ideas are so welcome...:) ARS 7.0.01 Apps are on 7.0.02 no patches Thanks!!! Mary Dollus ___ 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"
Issues with using Incident Interface Create form to push record to HPD?
Morning, I'm using the HPD:Incident Interface Create form to push records into the HPD:Help Desk form; however we've found an issue and I'm wondering if anyone else has seen this happen. The record populates ok in the Help Desk form and it all seems ok. The ticket can be worked and moved from status to status with no issues. However, if you attempt to search for records by using the menus on the Assignment tab, the records that were pushed do not show up in the search. If you reassign the ticket, they'll show up. So,,, I compared two records, one that was pushed and one that was not to see if there were any differences there were some but they were minimal and nothing that would seem to create the issue. So, I took one of the pushed records and assigned it to me. Then I compared that record in both of it's states, pushed from the Interface form and then reassigned to me in the HPD form. Still minor differences... I merged the two docs to find the differences and the only things different Are below. Where you see only one value, that means one was blank and the other had a value, (like the first one has Yes and nothing else,, that means one doc had Yes, the other was NULL) Assigned Group Uses OLA(100572) : Yes Assignee Login ID(4) : mtdollu1testusermtd Assignee+ : Mary DollusTest User Last Date Duration Calculated(100631) : 12/17/2007 6:43:1816:40 AM Last Modified Date : 12/17/2007 6:43:1916:53 AM Shifts Flag(100296) : No SLMEventLookupTblKeyword : SLM:EventSchedule SLMLookupTblKeyword : SLM:Measurement Total Transfers: : 10 Transfers between Individuals: : 10 z1D_Previous Assignee Login ID(301323300) : testusermtd I have no clue why they aren't searchable Any and all ideas are so welcome...:) ARS 7.0.01 Apps are on 7.0.02 no patches Thanks!!! Mary Dollus ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Reports button on the MidTier if unqualified search is not allowed
Morning! I've searched thru all the defects, but haven't found this specific one. Has anyone else seen it? If we have Unqualified Search not allowed, users are not able to click on the Reports button on the Incident Management console (maybe other places as well, not sure. We turned it back on and limited their searches thru their Preferences.) As soon as they click on Reports, they get an error message that says unqualified searches are not allowed. It works thru the client with or without unqualified searches being allowed. Any ideas? ARS 7.0.01 patch 004 Apps are on 7.0.02 no patches Oracle 10g Solaris Thanks!!!! Mary Dollus ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Change Implementer getting auto set if NULL on submit or modify
Hi Roger, According to the CM User guide, this is an option? If thats true, where can you disable the option if you want? >From page 174 of the CM User guide: "You can assign changes to a change implementer. Assignments are similar for a change assignee, except for the Set Implementer using Change Assignee option. You use this option to define the change implementer as the change assignee, which is often the case." Also, it's still setting the Implementer with a incorrect data it's pulling from the Assignment Config form... is there a way to get it to relate the Org in the Requested By fields to the Support group on the Assignment form? The way it's pulling the data, it seems you can only have one Implementer defined because the active link is not looking at the Org at all... The active link is CHG:CRQ:ChangeImplementerAutoRoute_100 and the Run If is: ( 'Assignment Event' = "- General -" ) AND (( 'Contact Company' = $Company$) OR ( 'Contact Company' = "- Global -" )) AND (( 'Product Categorization Tier 1' = $Product Cat Tier 1(2)$) OR ( 'Product Categorization Tier 1' = $NULL$ )) AND (( 'Product Categorization Tier 2' = $Product Cat Tier 2 (2)$) OR ( 'Product Categorization Tier 2' = $NULL$ )) AND (( 'Product Categorization Tier 3' = $Product Cat Tier 3 (2)$) OR ( 'Product Categorization Tier 3' = $NULL$ )) AND (( 'Product Name' = $Product Name (2)$) OR ( 'Product Name' = $NULL$ )) AND (( 'Region' = $Region$) OR ( 'Region' = $NULL$ )) AND (( 'Site Group' = $Site Group$) OR ( 'Site Group' = $NULL$ )) AND (( 'Site' = $Site$) OR ( 'Site' = $NULL$ )) AND (( 'Company' = $Location Company$) OR ( 'Company' = "- Global -" )) AND (( 'Categorization Tier 1' = $Categorization Tier 1$) OR ( 'Categorization Tier 1' = $NULL$ )) AND (( 'Categorization Tier 2' = $Categorization Tier 2$) OR ( 'Categorization Tier 2' = $NULL$ )) AND (( 'Categorization Tier 3' = $Categorization Tier 3$) OR ( 'Categorization Tier 3' = $NULL$ )) AND ( 'Change Management Selection' = "Yes") AND ( 'Status' = "Enabled") Thanks! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Roger Justice Sent: Sunday, December 16, 2007 6:46 PM To: arslist@ARSLIST.ORG Subject: Re: Change Implementer getting auto set if NULL on submit or modify ** If there is not a related Task when the Change has a Change Assignee Group the Change Implementor is automatically set to the same group. If there is a Task then the Change Implementor fields are hidden. The Change Implementor can be manually reassigned. -Original Message- From: Leonard Neely - FOJ <[EMAIL PROTECTED]> To: arslist@ARSLIST.ORG Sent: Sun, 16 Dec 2007 5:54 pm Subject: Re: Change Implementer getting auto set if NULL on submit or modify Hi Mary, For a minute there, I thought you and I may be the only ones working today ;) As Lisa mentioned, this is controlled by records in the Assignment Configuration form. An OTB install usually installs several "Default" definitions which are enabled. You may need to create new ones, and/or set some of the existing ones "Offline" to get the results you want. Also, take a look at the "Sort Order" field on these records. When there are values there, it is used as a "Precedence" in terms of what record is used for a particular assignment. I would recommend not modifying the AL (if possible), but instead refining your Assignment process to produce the results you want. It may be a little tricky at first, but it's pretty flexible, and you should be able to tweak it to get what you want. HTH Leonard -Original Message- From: Action Request System discussion list(ARSList) __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: Change Implementer getting auto set if NULL on submit or modify
Oops sorry forgot to give versions... ARS 7.0.01 Apps are on 7.0.02, no patches. Oracle 10g Solaris -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Sunday, December 16, 2007 4:17 PM To: arslist@ARSLIST.ORG Subject: Change Implementer getting auto set if NULL on submit or modify Hello everyone, Has anyone seen this? If a change request has a NULL Change Implementer group, it auto assigns to a group totally unrelated to the ticket. I think it may be the way I've got the Assignment Configuration form set up. We set it up so for instance if the Org for a ticket is Network Operations Center>Escalation, then the ticket is assigned to Network Operations Center >Escalation. And I was thinking that if we checked all the modules under Available Systems/Systems Supported, that I would work the same for Change as it does for Incident. However, what it's doing is, it chooses a support group that is totally unrelated since the active link qualification doesn't look at the support group as part of the Set Field If qualification. The active link is CHG:CRQ:ChangeImplementerAutoRoute_100 and the Run If is: ( 'Assignment Event' = "- General -" ) AND (( 'Contact Company' = $Company$) OR ( 'Contact Company' = "- Global -" )) AND (( 'Product Categorization Tier 1' = $Product Cat Tier 1(2)$) OR ( 'Product Categorization Tier 1' = $NULL$ )) AND (( 'Product Categorization Tier 2' = $Product Cat Tier 2 (2)$) OR ( 'Product Categorization Tier 2' = $NULL$ )) AND (( 'Product Categorization Tier 3' = $Product Cat Tier 3 (2)$) OR ( 'Product Categorization Tier 3' = $NULL$ )) AND (( 'Product Name' = $Product Name (2)$) OR ( 'Product Name' = $NULL$ )) AND (( 'Region' = $Region$) OR ( 'Region' = $NULL$ )) AND (( 'Site Group' = $Site Group$) OR ( 'Site Group' = $NULL$ )) AND (( 'Site' = $Site$) OR ( 'Site' = $NULL$ )) AND (( 'Company' = $Location Company$) OR ( 'Company' = "- Global -" )) AND (( 'Categorization Tier 1' = $Categorization Tier 1$) OR ( 'Categorization Tier 1' = $NULL$ )) AND (( 'Categorization Tier 2' = $Categorization Tier 2$) OR ( 'Categorization Tier 2' = $NULL$ )) AND (( 'Categorization Tier 3' = $Categorization Tier 3$) OR ( 'Categorization Tier 3' = $NULL$ )) AND ( 'Change Management Selection' = "Yes") AND ( 'Status' = "Enabled") So, I can either remove the check for Change Management on the Assignment Configuration form,,, or I can modify the OTB active link to look at the org vs support group as well OR any other ideas? Thanks. Mary Dollus ___ 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"
Change Implementer getting auto set if NULL on submit or modify
Hello everyone, Has anyone seen this? If a change request has a NULL Change Implementer group, it auto assigns to a group totally unrelated to the ticket. I think it may be the way I’ve got the Assignment Configuration form set up. We set it up so for instance if the Org for a ticket is Network Operations Center>Escalation, then the ticket is assigned to Network Operations Center >Escalation. And I was thinking that if we checked all the modules under Available Systems/Systems Supported, that I would work the same for Change as it does for Incident. However, what it’s doing is, it chooses a support group that is totally unrelated since the active link qualification doesn’t look at the support group as part of the Set Field If qualification. The active link is CHG:CRQ:ChangeImplementerAutoRoute_100 and the Run If is: ( 'Assignment Event' = "- General -" ) AND (( 'Contact Company' = $Company$) OR ( 'Contact Company' = "- Global -" )) AND (( 'Product Categorization Tier 1' = $Product Cat Tier 1(2)$) OR ( 'Product Categorization Tier 1' = $NULL$ )) AND (( 'Product Categorization Tier 2' = $Product Cat Tier 2 (2)$) OR ( 'Product Categorization Tier 2' = $NULL$ )) AND (( 'Product Categorization Tier 3' = $Product Cat Tier 3 (2)$) OR ( 'Product Categorization Tier 3' = $NULL$ )) AND (( 'Product Name' = $Product Name (2)$) OR ( 'Product Name' = $NULL$ )) AND (( 'Region' = $Region$) OR ( 'Region' = $NULL$ )) AND (( 'Site Group' = $Site Group$) OR ( 'Site Group' = $NULL$ )) AND (( 'Site' = $Site$) OR ( 'Site' = $NULL$ )) AND (( 'Company' = $Location Company$) OR ( 'Company' = "- Global -" )) AND (( 'Categorization Tier 1' = $Categorization Tier 1$) OR ( 'Categorization Tier 1' = $NULL$ )) AND (( 'Categorization Tier 2' = $Categorization Tier 2$) OR ( 'Categorization Tier 2' = $NULL$ )) AND (( 'Categorization Tier 3' = $Categorization Tier 3$) OR ( 'Categorization Tier 3' = $NULL$ )) AND ( 'Change Management Selection' = "Yes") AND ( 'Status' = "Enabled") So, I can either remove the check for Change Management on the Assignment Configuration form,,, or I can modify the OTB active link to look at the org vs support group as well OR any other ideas? Thanks… Mary Dollus ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Change Management email - almost solved,,,
Hallelujah!!! I think I've got it :) or beginning to... 'K... so I added more Notification Events to my profile Besides Change Manager Assignment, Change Assignee Assignment and Implementer Assignment,,, I added Change Assignee Planning, Change Manager Planning and Implementer Planning. So, now I'm getting notifications when it's in the Planning In Progress Status. I have a question about Notification Events on the Notification Preferences form. What is the relevance of the adding the first 3 above if I have to add additional just to get an assignment notification. For example, I originally had just the Change Manager Assignment, Change Assignee Assignment and Implementer Assignment Notification Events added to my profile, but did not receive any notifications... Once I added the 2nd part, the Planning events, I'm getting notifications. I assumed (I know... assuming is bad..) that if I added the first 3 to my profile, I'd get notifications any time it was assigned to me regardless of the status; however that doesn't seem to be the case. So, my Q is... what do those Notification Events do? (the Change Manager Assignment, Change Assignee Assignment and Implementer Assignment) and do we always have to add additional notification events for it to work properly? Thanks for reading! And for your assistance!!! :) - Mary -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Sunday, December 16, 2007 12:43 PM To: arslist@ARSLIST.ORG Subject: Re: Change Management email Hi Leonard, Yep on the Notification tab, all those are enabled and set to notify Both the Chg Manager and Chg Assignee. The Change Status's are: Request For Change Planning In Progress (Status Reason - Assigned, Accepted, or NULL) Scheduled For Review Scheduled Rejected Completed Cancelled Soo,, I guess this begs the question, Are those the only Status's in which a notification is sent?? Not when it's in Draft or any other? Maybe that's the issue ?? Thanks again - Mary -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Leonard Neely - FOJ Sent: Sunday, December 16, 2007 12:29 PM To: arslist@ARSLIST.ORG Subject: Re: Change Management email And I'm assuming you've checked the "Rules" for CM under "Advanced Options" in the (Application Administration Console) - Advanced Options? Leonard -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Sunday, December 16, 2007 9:45 AM To: arslist@ARSLIST.ORG Subject: Re: Change Management email Oh ok cool Yep they are all still enabled. Thanks for the tip... Any other ideas? - Mary -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Leonard Neely - FOJ Sent: Sunday, December 16, 2007 11:22 AM To: arslist@ARSLIST.ORG Subject: Re: Change Management email No, I am referring to the Approval Server settings (AP:Administration), not in the Application Administration Console. Leonard -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Sunday, December 16, 2007 7:05 AM To: arslist@ARSLIST.ORG Subject: Re: Change Management email Morning Leonard, Hmmm I've looked thru everything there but I don't see where you mean? I looked on the Customizations tab, then under Change Management and then under Approval, but all I see is Approval Mappings. Is that it? They are not using approvals right now. They are just concerned right now with the Assignment notifications for Change Manager, Assignee and Change Implementer. Thanks!!! -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Leonard Neely - FOJ Sent: Saturday, December 15, 2007 6:40 PM To: arslist@ARSLIST.ORG Subject: Re: Change Management email Mary, Just to make sure you've covered all the bases, also check the Approval Server settings from the AP Administration console to make sure that the notifications you want are enabled. I have seen cases before, where these settings all got set to "Disabled" somehow, after migration to a different server. HTH Leonard -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Saturday, December 15, 2007 10:24 AM To: arslist@ARSLIST.ORG Subject: Re: Change Management email Hi everyone,,, Bumping this issue to the top... sorry... We're still are having this issue and can't find any Config issues. I also don't see any defects listed for this. I also forgot to add what versions we're on. ARS 7.0.01 patch 4 App i
Re: Change Management email
Hi Leonard, Yep on the Notification tab, all those are enabled and set to notify Both the Chg Manager and Chg Assignee. The Change Status's are: Request For Change Planning In Progress (Status Reason - Assigned, Accepted, or NULL) Scheduled For Review Scheduled Rejected Completed Cancelled Soo,, I guess this begs the question, Are those the only Status's in which a notification is sent?? Not when it's in Draft or any other? Maybe that's the issue ?? Thanks again - Mary -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Leonard Neely - FOJ Sent: Sunday, December 16, 2007 12:29 PM To: arslist@ARSLIST.ORG Subject: Re: Change Management email And I'm assuming you've checked the "Rules" for CM under "Advanced Options" in the (Application Administration Console) - Advanced Options? Leonard -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Sunday, December 16, 2007 9:45 AM To: arslist@ARSLIST.ORG Subject: Re: Change Management email Oh ok cool Yep they are all still enabled. Thanks for the tip... Any other ideas? - Mary -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Leonard Neely - FOJ Sent: Sunday, December 16, 2007 11:22 AM To: arslist@ARSLIST.ORG Subject: Re: Change Management email No, I am referring to the Approval Server settings (AP:Administration), not in the Application Administration Console. Leonard -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Sunday, December 16, 2007 7:05 AM To: arslist@ARSLIST.ORG Subject: Re: Change Management email Morning Leonard, Hmmm I've looked thru everything there but I don't see where you mean? I looked on the Customizations tab, then under Change Management and then under Approval, but all I see is Approval Mappings. Is that it? They are not using approvals right now. They are just concerned right now with the Assignment notifications for Change Manager, Assignee and Change Implementer. Thanks!!! -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Leonard Neely - FOJ Sent: Saturday, December 15, 2007 6:40 PM To: arslist@ARSLIST.ORG Subject: Re: Change Management email Mary, Just to make sure you've covered all the bases, also check the Approval Server settings from the AP Administration console to make sure that the notifications you want are enabled. I have seen cases before, where these settings all got set to "Disabled" somehow, after migration to a different server. HTH Leonard -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Saturday, December 15, 2007 10:24 AM To: arslist@ARSLIST.ORG Subject: Re: Change Management email Hi everyone,,, Bumping this issue to the top... sorry... We're still are having this issue and can't find any Config issues. I also don't see any defects listed for this. I also forgot to add what versions we're on. ARS 7.0.01 patch 4 App is on 7.0.02 no patches yet we do plan to patch to 006 asap however. I've checked NTE:Notifier Log form and the System Default alerts have been going out,,, just not the emails. Thanks so much for reading!! :) and any ideas are so appreciated!! Mary Dollus -Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Wednesday, December 12, 2007 6:01 PM To: arslist@ARSLIST.ORG Subject: Change Management email Hi All, This is a very weird thing at least I haven't encountered it before. The email engine is running and emails are going out for Incident Management; however they aren't for Change Management. I tested with my account to be sure all settings are correct. I'm set to receive email as my default.. I set up email notifications for them instead of alert with the default as email. I should be getting notified if I'm assigned to Change Manager, Change Assignee or Implementer. and also for Manager and Assignee if it completes. Has anyone else experienced this? Thanks. a ton!!! Mary Dollus ___ 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: Change Management email
Ok cool.. I was finally able to get ONE change assignment notification to go out. I had a user (testuser) assign a ticket to me in all 3 assignment roles, but no email notifications were sent... THEN I decided to try logging in as me and changing the Assignee group to just my group, removing the Assignee; AND changing the Implementer Assignee to the test user. When I did that action 3 email notifications were sent :D So I'm getting closer. So I'm guessing I have settings totally wrong somewhere that I'm overlooking; but I just don't know where... Is there a guide or something that tells how the notifications work? I've looked all thru the Change Management docs and online for a white paper. Thanks again,, Mary -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Sunday, December 16, 2007 11:45 AM To: arslist@ARSLIST.ORG Subject: Re: Change Management email Oh ok cool Yep they are all still enabled. Thanks for the tip... Any other ideas? - Mary -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Leonard Neely - FOJ Sent: Sunday, December 16, 2007 11:22 AM To: arslist@ARSLIST.ORG Subject: Re: Change Management email No, I am referring to the Approval Server settings (AP:Administration), not in the Application Administration Console. Leonard -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Sunday, December 16, 2007 7:05 AM To: arslist@ARSLIST.ORG Subject: Re: Change Management email Morning Leonard, Hmmm I've looked thru everything there but I don't see where you mean? I looked on the Customizations tab, then under Change Management and then under Approval, but all I see is Approval Mappings. Is that it? They are not using approvals right now. They are just concerned right now with the Assignment notifications for Change Manager, Assignee and Change Implementer. Thanks!!! -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Leonard Neely - FOJ Sent: Saturday, December 15, 2007 6:40 PM To: arslist@ARSLIST.ORG Subject: Re: Change Management email Mary, Just to make sure you've covered all the bases, also check the Approval Server settings from the AP Administration console to make sure that the notifications you want are enabled. I have seen cases before, where these settings all got set to "Disabled" somehow, after migration to a different server. HTH Leonard -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Saturday, December 15, 2007 10:24 AM To: arslist@ARSLIST.ORG Subject: Re: Change Management email Hi everyone,,, Bumping this issue to the top... sorry... We're still are having this issue and can't find any Config issues. I also don't see any defects listed for this. I also forgot to add what versions we're on. ARS 7.0.01 patch 4 App is on 7.0.02 no patches yet we do plan to patch to 006 asap however. I've checked NTE:Notifier Log form and the System Default alerts have been going out,,, just not the emails. Thanks so much for reading!! :) and any ideas are so appreciated!! Mary Dollus -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Wednesday, December 12, 2007 6:01 PM To: arslist@ARSLIST.ORG Subject: Change Management email Hi All, This is a very weird thing at least I haven't encountered it before. The email engine is running and emails are going out for Incident Management; however they aren't for Change Management. I tested with my account to be sure all settings are correct. I'm set to receive email as my default.. I set up email notifications for them instead of alert with the default as email. I should be getting notified if I'm assigned to Change Manager, Change Assignee or Implementer. and also for Manager and Assignee if it completes. Has anyone else experienced this? Thanks. a ton!!! Mary Dollus ___ 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: Change Management email
Oh ok cool Yep they are all still enabled. Thanks for the tip... Any other ideas? - Mary -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Leonard Neely - FOJ Sent: Sunday, December 16, 2007 11:22 AM To: arslist@ARSLIST.ORG Subject: Re: Change Management email No, I am referring to the Approval Server settings (AP:Administration), not in the Application Administration Console. Leonard -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Sunday, December 16, 2007 7:05 AM To: arslist@ARSLIST.ORG Subject: Re: Change Management email Morning Leonard, Hmmm I've looked thru everything there but I don't see where you mean? I looked on the Customizations tab, then under Change Management and then under Approval, but all I see is Approval Mappings. Is that it? They are not using approvals right now. They are just concerned right now with the Assignment notifications for Change Manager, Assignee and Change Implementer. Thanks!!! -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Leonard Neely - FOJ Sent: Saturday, December 15, 2007 6:40 PM To: arslist@ARSLIST.ORG Subject: Re: Change Management email Mary, Just to make sure you've covered all the bases, also check the Approval Server settings from the AP Administration console to make sure that the notifications you want are enabled. I have seen cases before, where these settings all got set to "Disabled" somehow, after migration to a different server. HTH Leonard -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Saturday, December 15, 2007 10:24 AM To: arslist@ARSLIST.ORG Subject: Re: Change Management email Hi everyone,,, Bumping this issue to the top... sorry... We're still are having this issue and can't find any Config issues. I also don't see any defects listed for this. I also forgot to add what versions we're on. ARS 7.0.01 patch 4 App is on 7.0.02 no patches yet we do plan to patch to 006 asap however. I've checked NTE:Notifier Log form and the System Default alerts have been going out,,, just not the emails. Thanks so much for reading!! :) and any ideas are so appreciated!! Mary Dollus -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Wednesday, December 12, 2007 6:01 PM To: arslist@ARSLIST.ORG Subject: Change Management email Hi All, This is a very weird thing at least I haven't encountered it before. The email engine is running and emails are going out for Incident Management; however they aren't for Change Management. I tested with my account to be sure all settings are correct. I'm set to receive email as my default.. I set up email notifications for them instead of alert with the default as email. I should be getting notified if I'm assigned to Change Manager, Change Assignee or Implementer. and also for Manager and Assignee if it completes. Has anyone else experienced this? Thanks. a ton!!! Mary Dollus ___ 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" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Change Management email
Morning Leonard, Hmmm I've looked thru everything there but I don't see where you mean? I looked on the Customizations tab, then under Change Management and then under Approval, but all I see is Approval Mappings. Is that it? They are not using approvals right now. They are just concerned right now with the Assignment notifications for Change Manager, Assignee and Change Implementer. Thanks!!! -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Leonard Neely - FOJ Sent: Saturday, December 15, 2007 6:40 PM To: arslist@ARSLIST.ORG Subject: Re: Change Management email Mary, Just to make sure you've covered all the bases, also check the Approval Server settings from the AP Administration console to make sure that the notifications you want are enabled. I have seen cases before, where these settings all got set to "Disabled" somehow, after migration to a different server. HTH Leonard -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Saturday, December 15, 2007 10:24 AM To: arslist@ARSLIST.ORG Subject: Re: Change Management email Hi everyone,,, Bumping this issue to the top... sorry... We're still are having this issue and can't find any Config issues. I also don't see any defects listed for this. I also forgot to add what versions we're on. ARS 7.0.01 patch 4 App is on 7.0.02 no patches yet we do plan to patch to 006 asap however. I've checked NTE:Notifier Log form and the System Default alerts have been going out,,, just not the emails. Thanks so much for reading!! :) and any ideas are so appreciated!! Mary Dollus -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Wednesday, December 12, 2007 6:01 PM To: arslist@ARSLIST.ORG Subject: Change Management email Hi All, This is a very weird thing at least I haven't encountered it before. The email engine is running and emails are going out for Incident Management; however they aren't for Change Management. I tested with my account to be sure all settings are correct. I'm set to receive email as my default.. I set up email notifications for them instead of alert with the default as email. I should be getting notified if I'm assigned to Change Manager, Change Assignee or Implementer. and also for Manager and Assignee if it completes. Has anyone else experienced this? Thanks. a ton!!! Mary Dollus ___ 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: Change Management email
Morning Bryan,
Yes I checked those and they're all enabled; alerts are going out, just not
emails for CM...
Thanks so much!
- Mary
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bryan Waters
Sent: Saturday, December 15, 2007 5:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: Change Management email
Mary,
Did you check to see if the CHG Mgmt notifications were enabled in the
SYS:Notification Messages form?
Thanks,
Bryan
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus
Sent: Saturday, December 15, 2007 1:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: Change Management email
Hi everyone,,,
Bumping this issue to the top... sorry...
We're still are having this issue and can't find any Config issues. I
also
don't see any defects listed for this.
I also forgot to add what versions we're on.
ARS 7.0.01 patch 4
App is on 7.0.02 no patches yet we do plan to patch to 006 asap
however.
I've checked NTE:Notifier Log form and the System Default alerts have
been
going out,,, just not the emails.
Thanks so much for reading!! :) and any ideas are so appreciated!!
Mary Dollus
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus
Sent: Wednesday, December 12, 2007 6:01 PM
To: arslist@ARSLIST.ORG
Subject: Change Management email
Hi All,
This is a very weird thing at least I haven't encountered it before.
The email engine is running and emails are going out for Incident
Management; however they aren't for Change Management. I tested with my
account to be sure all settings are correct. I'm set to receive email as
my
default.. I set up email notifications for them instead of alert with
the
default as email. I should be getting notified if I'm assigned to
Change
Manager, Change Assignee or Implementer. and also for Manager and
Assignee
if it completes.
Has anyone else experienced this?
Thanks. a ton!!!
Mary Dollus
___
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Re: Change Management email
Hi everyone,,, Bumping this issue to the top... sorry... We're still are having this issue and can't find any Config issues. I also don't see any defects listed for this. I also forgot to add what versions we're on. ARS 7.0.01 patch 4 App is on 7.0.02 no patches yet we do plan to patch to 006 asap however. I've checked NTE:Notifier Log form and the System Default alerts have been going out,,, just not the emails. Thanks so much for reading!! :) and any ideas are so appreciated!! Mary Dollus -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Wednesday, December 12, 2007 6:01 PM To: arslist@ARSLIST.ORG Subject: Change Management email Hi All, This is a very weird thing at least I haven't encountered it before. The email engine is running and emails are going out for Incident Management; however they aren't for Change Management. I tested with my account to be sure all settings are correct. I'm set to receive email as my default.. I set up email notifications for them instead of alert with the default as email. I should be getting notified if I'm assigned to Change Manager, Change Assignee or Implementer. and also for Manager and Assignee if it completes. Has anyone else experienced this? Thanks. a ton!!! Mary Dollus ___ 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"
CTM:People records disappearing??
Morning.. Has anyone seen this issue? At CCI, PPL records seemingly disappear.. they get deleted for no apparent reason? Any ideas? ITSM 7.0.01 patch 4 All apps on 7.0.02 Thanks Mary Dollus ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Change Management email
Hi All, This is a very weird thing at least I haven't encountered it before. The email engine is running and emails are going out for Incident Management; however they aren't for Change Management. I tested with my account to be sure all settings are correct. I'm set to receive email as my default.. I set up email notifications for them instead of alert with the default as email. I should be getting notified if I'm assigned to Change Manager, Change Assignee or Implementer. and also for Manager and Assignee if it completes. Has anyone else experienced this? Thanks. a ton!!! Mary Dollus ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Resetting Incident Number to 1
Oh thank you
Right in front of my eyes :) I knew it was simple :)
You're a life saver...
Thanks again! :) :)
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tucker, Rob
Sent: Thursday, December 06, 2007 4:32 PM
To: arslist@ARSLIST.ORG
Subject: Re: Resetting Incident Number to 1
The incident number is the request id on HPD:CFG Ticket Num Generator.
It can be reset as the nextid on that form.
Rob Tucker
New Edge Networks
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus
Sent: Thursday, December 06, 2007 2:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: Resetting Incident Number to 1
Thanks Drew
Yep I looked at the db and looked at any table that looked like it might
contain the incident number but couldn't find it.
Isn't an H table just Status History records though?
I'll post it if I find the answer...
Thanks again for your responses
Mary
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Drew Shuller
Sent: Thursday, December 06, 2007 3:42 PM
To: arslist@ARSLIST.ORG
Subject: Re: Resetting Incident Number to 1
Mary, I get it now, but I don't think I can help. A copy of Oracle SQL
Developer will give you a view where you can see all the tables and the
next record id, so you would be able to find 18429 and that may help
solve the puzzle. One of the guys here says to recache the arserver and
try again, or maybe it's an H table.
Drew
On Thu, 6 Dec 2007, Mary Dollus
wrote:
> Hi Drew,
>
> Well that's just it...
>
> Schemaid 1247 is the HPD:Help Desk form and the nextid field seems
> to contain the next 'request id' number.. however as you can see from
> the log below, it sets UPDATE arschema SET nextId = nextId + 1 WHERE
> schemaId =
1247
>
> But that's the request id field...
>
> But then it sets
>
> */INSERT INTO H1247 (entryId,T0,U0,T1,U1) VALUES
> ('INC00018430',1196971076,'mtdollu',1196971076,'mtdollu')
>
> One of the values is 'INC00018430' which is really the incident
id.
>
> When I look at the db, the value in nextid is 371... not 18429.
>
> So seemingly I'd set the nextid field.. but where in the world is the
system
> coming up with 18430?
>
> Sorry if it's very simple and I'm making it overly complicated:(
>
> Thanks!!
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Drew Shuller
> Sent: Thursday, December 06, 2007 2:36 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Resetting Incident Number to 1
>
> Mary, forgive me if I'm giving an answer you already know...wouldn't
> you reset whatever table schemaId=1247 is?
>
> Drew
>
>
> On Thu, 6 Dec 2007, Mary Dollus
> wrote:
>
>> Below is the log entry that sets the number.. it's using $LASTID$ to
>> get
> the
>> Incident number... where can that be reset? Thanks again!!!
>>
>>
>> Checking HPD:INC:GIN_010_SetINCNumber-P (10)
>> -> Passed qualification -- perform if actions
>> 0: Push Fields
>> To Schema HPD:CFG Ticket Num Generator on Server @
>> (2) = mtdollu
>>
>>
>> >> /* Thu
>>
>> Dec 06 2007 13:57:56.1005 */+CE ARCreateEntry -- schema HPD:CFG
Ticket
>> Num Generator from Remedy User (protocol 12) at IP address
192.168.1.64
>>
>> >> /* Thu
>>
>> Dec 06 2007 13:57:56.1010 */Start filter processing -- Operation -
CREATE
>>
>> >> HPD:CFG Ticket Num Generator -
>>
>> >> /* Thu
>>
>> Dec 06 2007 13:57:56.1186 */ End of filter processing (phase 1)
>>
>> >> /* Thu
>>
>> Dec 06 2007 13:57:56.1187 */UPDATE arschema SET nextId = nextId + 1
>> WHERE schemaId = 1247
>>
>> >> /* Thu
>>
>> Dec 06 2007 13:57:56.1212 */OK
>>
>> >> /* Thu
>>
>> Dec 06 2007 13:57:56.1212 */SELECT nextId FROM arschema WHERE
>> schemaId =
>> 1247
>>
>> >> /* Thu
>>
>> Dec 06 2007 13:57:56.1227 */OK
>>
>> >> /* Thu
>>
>> Dec 06 2007 13:57:56.1230 */INSERT INTO T1247
>> (C2,C179,C7,C8,C3,C5,C6,C1) VALUES
>>
>
('mtdollu','AG216371749900R1hURAETcyMAnXMA',1,'.',1196971076,'mtdollu',1
1969
>> 71076,'INC00018430')
>>
>> >> /* Thu
>>
>> Dec 06 2007
Re: Resetting Incident Number to 1
Thanks Drew
Yep I looked at the db and looked at any table that looked like it might
contain the incident number but couldn't find it.
Isn't an H table just Status History records though?
I'll post it if I find the answer...
Thanks again for your responses
Mary
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Drew Shuller
Sent: Thursday, December 06, 2007 3:42 PM
To: arslist@ARSLIST.ORG
Subject: Re: Resetting Incident Number to 1
Mary, I get it now, but I don't think I can help. A copy of Oracle SQL
Developer will give you a view where you can see all the tables and the
next record id, so you would be able to find 18429 and that may help
solve the puzzle. One of the guys here says to recache the arserver and
try again, or maybe it's an H table.
Drew
On Thu, 6 Dec 2007, Mary Dollus
wrote:
> Hi Drew,
>
> Well that's just it...
>
> Schemaid 1247 is the HPD:Help Desk form and the nextid field seems to
> contain the next 'request id' number.. however as you can see from the log
> below, it sets UPDATE arschema SET nextId = nextId + 1 WHERE schemaId =
1247
>
> But that's the request id field...
>
> But then it sets
>
> */INSERT INTO H1247 (entryId,T0,U0,T1,U1) VALUES
> ('INC00018430',1196971076,'mtdollu',1196971076,'mtdollu')
>
> One of the values is 'INC00018430' which is really the incident id.
>
> When I look at the db, the value in nextid is 371... not 18429.
>
> So seemingly I'd set the nextid field.. but where in the world is the
system
> coming up with 18430?
>
> Sorry if it's very simple and I'm making it overly complicated:(
>
> Thanks!!
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Drew Shuller
> Sent: Thursday, December 06, 2007 2:36 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Resetting Incident Number to 1
>
> Mary, forgive me if I'm giving an answer you already know...wouldn't you
> reset whatever table schemaId=1247 is?
>
> Drew
>
>
> On Thu, 6 Dec 2007, Mary Dollus
> wrote:
>
>> Below is the log entry that sets the number.. it's using $LASTID$ to get
> the
>> Incident number... where can that be reset? Thanks again!!!
>>
>>
>> Checking HPD:INC:GIN_010_SetINCNumber-P (10)
>> -> Passed qualification -- perform if actions
>> 0: Push Fields
>> To Schema HPD:CFG Ticket Num Generator on Server @
>> (2) = mtdollu
>>
>>
>> >> /* Thu
>>
>> Dec 06 2007 13:57:56.1005 */+CE ARCreateEntry -- schema HPD:CFG
Ticket
>> Num Generator from Remedy User (protocol 12) at IP address 192.168.1.64
>>
>> >> /* Thu
>>
>> Dec 06 2007 13:57:56.1010 */Start filter processing -- Operation - CREATE
>>
>> >> HPD:CFG Ticket Num Generator -
>>
>> >> /* Thu
>>
>> Dec 06 2007 13:57:56.1186 */ End of filter processing (phase 1)
>>
>> >> /* Thu
>>
>> Dec 06 2007 13:57:56.1187 */UPDATE arschema SET nextId = nextId + 1 WHERE
>> schemaId = 1247
>>
>> >> /* Thu
>>
>> Dec 06 2007 13:57:56.1212 */OK
>>
>> >> /* Thu
>>
>> Dec 06 2007 13:57:56.1212 */SELECT nextId FROM arschema WHERE schemaId =
>> 1247
>>
>> >> /* Thu
>>
>> Dec 06 2007 13:57:56.1227 */OK
>>
>> >> /* Thu
>>
>> Dec 06 2007 13:57:56.1230 */INSERT INTO T1247 (C2,C179,C7,C8,C3,C5,C6,C1)
>> VALUES
>>
>
('mtdollu','AG216371749900R1hURAETcyMAnXMA',1,'.',1196971076,'mtdollu',11969
>> 71076,'INC00018430')
>>
>> >> /* Thu
>>
>> Dec 06 2007 13:57:56.1290 */OK
>>
>> >> /* Thu
>>
>> Dec 06 2007 13:57:56.1291 */INSERT INTO H1247 (entryId,T0,U0,T1,U1)
VALUES
>> ('INC00018430',1196971076,'mtdollu',1196971076,'mtdollu')
>>
>> >> /* Thu
>>
>> Dec 06 2007 13:57:56.1352 */OK
>>
>> >> /* Thu
>>
>> Dec 06 2007 13:57:56.1353 */COMMIT WORK
>>
>> >> /* Thu
>>
>> Dec 06 2007 13:57:56.3304 */ Restart of filter processing (phase 3)
>>
>> >> /* Thu
>>
>> Dec 06 2007 13:57:56.3305 */Stop filter processing
>>
>> >> /* Thu
>>
>>
Re: Resetting Incident Number to 1
Hi Drew,
Well that's just it...
Schemaid 1247 is the HPD:Help Desk form and the nextid field seems to
contain the next 'request id' number.. however as you can see from the log
below, it sets UPDATE arschema SET nextId = nextId + 1 WHERE schemaId = 1247
But that's the request id field...
But then it sets
*/INSERT INTO H1247 (entryId,T0,U0,T1,U1) VALUES
('INC00018430',1196971076,'mtdollu',1196971076,'mtdollu')
One of the values is 'INC00018430' which is really the incident id.
When I look at the db, the value in nextid is 371... not 18429.
So seemingly I'd set the nextid field.. but where in the world is the system
coming up with 18430?
Sorry if it's very simple and I'm making it overly complicated:(
Thanks!!
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Drew Shuller
Sent: Thursday, December 06, 2007 2:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: Resetting Incident Number to 1
Mary, forgive me if I'm giving an answer you already know...wouldn't you
reset whatever table schemaId=1247 is?
Drew
On Thu, 6 Dec 2007, Mary Dollus
wrote:
> Below is the log entry that sets the number.. it's using $LASTID$ to get
the
> Incident number... where can that be reset? Thanks again!!!
>
>
> Checking HPD:INC:GIN_010_SetINCNumber-P (10)
> -> Passed qualification -- perform if actions
> 0: Push Fields
> To Schema HPD:CFG Ticket Num Generator on Server @
> (2) = mtdollu
>
>
> > /* Thu
>
> Dec 06 2007 13:57:56.1005 */+CE ARCreateEntry -- schema HPD:CFG Ticket
> Num Generator from Remedy User (protocol 12) at IP address 192.168.1.64
>
> > /* Thu
>
> Dec 06 2007 13:57:56.1010 */Start filter processing -- Operation - CREATE
>
> > HPD:CFG Ticket Num Generator -
>
> > /* Thu
>
> Dec 06 2007 13:57:56.1186 */ End of filter processing (phase 1)
>
> > /* Thu
>
> Dec 06 2007 13:57:56.1187 */UPDATE arschema SET nextId = nextId + 1 WHERE
> schemaId = 1247
>
> > /* Thu
>
> Dec 06 2007 13:57:56.1212 */OK
>
> > /* Thu
>
> Dec 06 2007 13:57:56.1212 */SELECT nextId FROM arschema WHERE schemaId =
> 1247
>
> > /* Thu
>
> Dec 06 2007 13:57:56.1227 */OK
>
> > /* Thu
>
> Dec 06 2007 13:57:56.1230 */INSERT INTO T1247 (C2,C179,C7,C8,C3,C5,C6,C1)
> VALUES
>
('mtdollu','AG216371749900R1hURAETcyMAnXMA',1,'.',1196971076,'mtdollu',11969
> 71076,'INC00018430')
>
> > /* Thu
>
> Dec 06 2007 13:57:56.1290 */OK
>
> > /* Thu
>
> Dec 06 2007 13:57:56.1291 */INSERT INTO H1247 (entryId,T0,U0,T1,U1) VALUES
> ('INC00018430',1196971076,'mtdollu',1196971076,'mtdollu')
>
> > /* Thu
>
> Dec 06 2007 13:57:56.1352 */OK
>
> > /* Thu
>
> Dec 06 2007 13:57:56.1353 */COMMIT WORK
>
> > /* Thu
>
> Dec 06 2007 13:57:56.3304 */ Restart of filter processing (phase 3)
>
> > /* Thu
>
> Dec 06 2007 13:57:56.3305 */Stop filter processing
>
> > /* Thu
>
> Dec 06 2007 13:57:56.3305 */-CE OK -- New ID INC00018430
>
> -Original Message-
> From: Mary Dollus [mailto:[EMAIL PROTECTED]
> Sent: Thursday, December 06, 2007 1:54 PM
> To: 'arslist@ARSLIST.ORG'
> Subject: Resetting Incident Number to 1
>
> Hello all,
>
> I looked thru the arslist to see how this was done. What I found is that
it
> says to set the "nextid" field to 1 in the arschema table where name =
> "HPD:Help Desk".
>
> However I don't want to reset the Request ID field, just the Incident ID
> field. I also want to do the same on Problem, Change and Tasks. We've
been
> testing on a new prod box and are ready to go live this weekend and we
want
> all app ID's set back to 1 before I start importing legacy records.
>
> Has this been done by anyone?
>
> Solaris
> Oracle 10.2g
> ARS 7.0.01 patch 4
>
> Thanks
>
> Mary Dollus
>
>
___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
>
>
___
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___
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Re: Complete list of defects? open and closed?
Hi Ty, Just the response from Michelle below…. The site is somewhat helpful; however I can’t see the full explanation of the defect sometimes. I guess it depends on how it was opened originally. And you have to specify an application, you just can’t use the keyword; but I guess if you did that it might pull too many entries. - Mary _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Thursday, December 06, 2007 2:06 PM To: arslist@ARSLIST.ORG Subject: Re: Complete list of defects? open and closed? Mary - did you get a response on this? On 11/28/07, Mary Dollus <[EMAIL PROTECTED]> wrote: ** Thanks Michelle!!! Yep I used that as well… It does help some,,, but when this type of entry is in there "Incident Management Support Console Questions" that doesn't help much… that's for defect SW00265103… _ From: Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] On Behalf Of Michelle L Sent: Wednesday, November 28, 2007 12:35 PM To: arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG> Subject: Re: Complete list of defects? open and closed? ** Hi, Mary: Yes, there is a "product defects" section. Log into the support site, click Issue Management, click Product Defects. One can search by product, version and problem area. The one request that is still not available is the ability to search by defect ID. http://support.bmc.com/arsys/apps/remcspenu.bmc.com/SSP/BMC%3ASSP%3ADefects/web/ The results will be displayed in a table with a column for Defect ID, Disposition, Resolution, Product, Version, Problem Area 1 and Problem Area 2. Hope that helps, Michelle Mary Dollus < <mailto:[EMAIL PROTECTED]> [EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 11/28/2007 10:47 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Complete list of defects? open and closed? Hello All! Is there a place on BMC's site where I can find a list of open or closed defects rather than having to go thru all the release notes or search individually in the KB? A searchable list would be awesome but anything at all would help! Thanks so much ☺ Mary Dollus ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org <http://www.arslist.org/> Platinum Sponsor: www.rmsportal.com <http://www.rmsportal.com/> ARSlist: "Where the Answers Are" == Confidentiality Notice: The information contained in and transmitted with this communication is strictly confidential, is intended only for the use of the intended recipient, and is the property of Countrywide Financial Corporation or its affiliates and subsidiaries. If you are not the intended recipient, you are hereby notified that any use of the information contained in or transmitted with the communication or dissemination, distribution, or copying of this communication is strictly prohibited by law. If you have received this communication in error, please immediately return this communication to the sender and delete the original message and any copy of it in your possession. == __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: Resetting Incident Number to 1
Below is the log entry that sets the number.. it's using $LASTID$ to get the
Incident number... where can that be reset? Thanks again!!!
Checking HPD:INC:GIN_010_SetINCNumber-P (10)
-> Passed qualification -- perform if actions
0: Push Fields
To Schema HPD:CFG Ticket Num Generator on Server @
(2) = mtdollu
/* Thu
Dec 06 2007 13:57:56.1005 */+CE ARCreateEntry -- schema HPD:CFG Ticket
Num Generator from Remedy User (protocol 12) at IP address 192.168.1.64
/* Thu
Dec 06 2007 13:57:56.1010 */Start filter processing -- Operation - CREATE
HPD:CFG Ticket Num Generator -
/* Thu
Dec 06 2007 13:57:56.1186 */ End of filter processing (phase 1)
/* Thu
Dec 06 2007 13:57:56.1187 */UPDATE arschema SET nextId = nextId + 1 WHERE
schemaId = 1247
/* Thu
Dec 06 2007 13:57:56.1212 */OK
/* Thu
Dec 06 2007 13:57:56.1212 */SELECT nextId FROM arschema WHERE schemaId =
1247
/* Thu
Dec 06 2007 13:57:56.1227 */OK
/* Thu
Dec 06 2007 13:57:56.1230 */INSERT INTO T1247 (C2,C179,C7,C8,C3,C5,C6,C1)
VALUES
('mtdollu','AG216371749900R1hURAETcyMAnXMA',1,'.',1196971076,'mtdollu',11969
71076,'INC00018430')
/* Thu
Dec 06 2007 13:57:56.1290 */OK
/* Thu
Dec 06 2007 13:57:56.1291 */INSERT INTO H1247 (entryId,T0,U0,T1,U1) VALUES
('INC00018430',1196971076,'mtdollu',1196971076,'mtdollu')
/* Thu
Dec 06 2007 13:57:56.1352 */OK
/* Thu
Dec 06 2007 13:57:56.1353 */COMMIT WORK
/* Thu
Dec 06 2007 13:57:56.3304 */ Restart of filter processing (phase 3)
/* Thu
Dec 06 2007 13:57:56.3305 */Stop filter processing
/* Thu
Dec 06 2007 13:57:56.3305 */-CE OK -- New ID INC00018430
-Original Message-
From: Mary Dollus [mailto:[EMAIL PROTECTED]
Sent: Thursday, December 06, 2007 1:54 PM
To: 'arslist@ARSLIST.ORG'
Subject: Resetting Incident Number to 1
Hello all,
I looked thru the arslist to see how this was done. What I found is that it
says to set the "nextid" field to 1 in the arschema table where name =
"HPD:Help Desk".
However I don't want to reset the Request ID field, just the Incident ID
field. I also want to do the same on Problem, Change and Tasks. We've been
testing on a new prod box and are ready to go live this weekend and we want
all app ID's set back to 1 before I start importing legacy records.
Has this been done by anyone?
Solaris
Oracle 10.2g
ARS 7.0.01 patch 4
Thanks
Mary Dollus
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Resetting Incident Number to 1
Hello all, I looked thru the arslist to see how this was done. What I found is that it says to set the "nextid" field to 1 in the arschema table where name = "HPD:Help Desk". However I don't want to reset the Request ID field, just the Incident ID field. I also want to do the same on Problem, Change and Tasks. We've been testing on a new prod box and are ready to go live this weekend and we want all app ID's set back to 1 before I start importing legacy records. Has this been done by anyone? Solaris Oracle 10.2g ARS 7.0.01 patch 4 Thanks Mary Dollus ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Advanced Search in Change Management console on the Mid-Tier
Hi All, On the Change Management console, when you click on Advanced Search in the Mid Tier, and the select a field from the Fields list, the field ID actually shows up in the Search bar... Does anyone know if this is "as designed" or do we need to make a configuration change so the field name shows up in the search? I searched thru the archives, the product doc and also the BMC KB and defects section but didn't' find anything on this. For instance the advanced search bar will show '100350' >= "1/1/2007" instead of 'Scheduled Start Date' >= "1/1/2007". Thanks so much!! :) Thanks :) Mary Dollus ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Complete list of defects? open and closed?
Thanks Michelle!!! Yep I used that as well… It does help some,,, but when this type of entry is in there “Incident Management Support Console Questions” that doesn’t help much… that’s for defect SW00265103… _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Michelle L Sent: Wednesday, November 28, 2007 12:35 PM To: arslist@ARSLIST.ORG Subject: Re: Complete list of defects? open and closed? ** Hi, Mary: Yes, there is a "product defects" section. Log into the support site, click Issue Management, click Product Defects. One can search by product, version and problem area. The one request that is still not available is the ability to search by defect ID. http://support.bmc.com/arsys/apps/remcspenu.bmc.com/SSP/BMC%3ASSP%3ADefects/web/ The results will be displayed in a table with a column for Defect ID, Disposition, Resolution, Product, Version, Problem Area 1 and Problem Area 2. Hope that helps, Michelle Mary Dollus <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 11/28/2007 10:47 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Complete list of defects? open and closed? Hello All! Is there a place on BMC’s site where I can find a list of open or closed defects rather than having to go thru all the release notes or search individually in the KB? A searchable list would be awesome but anything at all would help! Thanks so much ☺ Mary Dollus ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" == Confidentiality Notice: The information contained in and transmitted with this communication is strictly confidential, is intended only for the use of the intended recipient, and is the property of Countrywide Financial Corporation or its affiliates and subsidiaries. If you are not the intended recipient, you are hereby notified that any use of the information contained in or transmitted with the communication or dissemination, distribution, or copying of this communication is strictly prohibited by law. If you have received this communication in error, please immediately return this communication to the sender and delete the original message and any copy of it in your possession. == __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"
Complete list of defects? open and closed?
Hello All! Is there a place on BMC’s site where I can find a list of open or closed defects rather than having to go thru all the release notes or search individually in the KB? A searchable list would be awesome but anything at all would help! Thanks so much ☺ Mary Dollus ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Product Categorizations not loading properly-RESOLVED
Hello,,, It took awhile to figure out, but the problem was that the Product Name and Manufacturer seem to have to be unique,,, which makes sense. Just wanted to let you all know what I found in case anyone else runs across this issue. Mary Dollus -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Wednesday, September 26, 2007 12:25 PM To: arslist@ARSLIST.ORG Subject: Product Categorizations not loading properly Hello,,, Awhile back I imported some data from a spreadsheet into the Product cat form,, and they loaded properly. The highest level (tier 1) was Hardware. A few days later I did the same with a smaller set of data where the Tier 1 was Software. The software set appeared to import properly (got the msg that x number of records were imported). Some of them didn't import because one of the columns had data that had too many characters,, so I stripped out the rest of the data and imported them again, leaving off that column (it wasn't required). It again said they all imported. However they did not to further complicate it, when we try to load them manually, going thru them one by one, the message comes up that says it was added; however the records are not there. Has this happened to anyone? Thanks a bunch!!! Mary Dollus ARS 7.0.1 Oracle 10.2 ___ 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"
Product Categorizations not loading properly
Hello,,, Awhile back I imported some data from a spreadsheet into the Product cat form,, and they loaded properly. The highest level (tier 1) was Hardware. A few days later I did the same with a smaller set of data where the Tier 1 was Software. The software set appeared to import properly (got the msg that x number of records were imported). Some of them didn't import because one of the columns had data that had too many characters,, so I stripped out the rest of the data and imported them again, leaving off that column (it wasn't required). It again said they all imported. However they did not to further complicate it, when we try to load them manually, going thru them one by one, the message comes up that says it was added; however the records are not there. Has this happened to anyone? Thanks a bunch!!! Mary Dollus ARS 7.0.1 Oracle 10.2 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: IBM MRO?
All true,,, Hmmm,,, how much of that was "taken" from all the workflow we sent in to have them analyze it for us... Some of the stuff in the ITSM suite many of us did years ago... the role based permissions and multi tenancy option to name a few. It may not have been in the same format as BMC developed it,,, however some of those "ideas" came from out in the trenches so to speak,,, not originally from BMC. BTW,, thanks for all the feedback on IBM MRO,,, it looks like a very interesting... I'm curious to see what happens over the next couple of years... -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Friday, September 21, 2007 10:20 AM To: arslist@ARSLIST.ORG Subject: Re: IBM MRO? Well...I think asking a vendor to open the source to a commercial product is definitely dreaming. Open the source so a competitor can steal your intellectual property? I don't think so... -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Friday, September 21, 2007 10:09 AM To: arslist@ARSLIST.ORG Subject: Re: IBM MRO? Ah... while we are dreaming. How about they open access to their source code for their paying customers. ( They do not even have to change the licensing model to do that.) Just let us see the real code. If they are still wanting to keep things locked down... then they can keep some parts closed source too. That way they build "platform presence" and can get their customers to actually help them fix BUGS in their code. :) The real root problem (IMHO) they think that they can make more money the way they are running the business now. Only time will tell if some competitor comes and eats their lunch , or some portion of it, or maybe they will adapt when they think they have no other choice. -- 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 9/21/07, John Sundberg <[EMAIL PROTECTED]> wrote: > ** > Just an idea. > > How about selling a stripped down ARServer that only can run one > application. > > The server would be open to all users (no licenses) for that one > application. (BMC would not get license revenue per user) -- however they > would get revenue for the server license -- and they would grow their > partner channel and the platform presence. > > That server would only exist for "registered/approved" applications. So - if > somebody wants a generic ARServer for their own internal app -- they would > buy a normal ARServer and user licenses. > > > -John ___ 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"
ITSM 7 Incident Mgmt app Req ID vs Inc ID
Hi all, When a ticket is submitted in the mid tier, the user receives a notice in the bottom left corner of the screen indicating the Entry ID of the ticket, which is not normally equal to the Incident ID of the same ticket. Is there a global setting to turn off the notice in the bottom left corner of the screen? I know it can be done by user, but a global setting would be much easier. ARServer 7.0.1 Oracle 10.2 ITSM v7 Thanks!!! Mary Dollus ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
IBM MRO?
Hi All... I was wondering if anyone knows anything about the IBM MRO product? Is it the opinion that this product will overtake the market share that Remedy currently holds? Just curious to see what if any buzz is out there about the product. Thanks!! Mary ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: weird action in ITSM 7 - Incidents form
Hi Rick,, Nope it's not... when I log in as a different user that never opened that "Incident Creation" form, the "Incidents" object is visible... "Incidents" is the Alias for HPD:Help Desk. Very weird... Thanks -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Friday, September 07, 2007 1:43 PM To: arslist@ARSLIST.ORG Subject: Re: weird action in ITSM 7 - Incidents form In v7, the form name for Incidents is HPD:Help Desk. Is that visible in your list? Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Friday, September 07, 2007 11:24 AM To: arslist@ARSLIST.ORG Subject: weird action in ITSM 7 - Incidents form Hello,, Has anyone seen this? When I was trying to get a ticket entered directly into the Incident Management form, I opened the Incident Creation view. Prior to that I could see Incidents in my Object List; however now I cant All I see is Incident Creation and other variations.. I tried putting one of the view names in the Default Form view field on the Advanced tab of the Options window; and I even deleted all the *.arf and *.arv files thinking that might help. I can get to it via the Incident Management console, but not directly. Any ideas on how to get the Incidents Object back? Thanks Mary Dollus ___ 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"
weird action in ITSM 7 - Incidents form
Hello,, Has anyone seen this? When I was trying to get a ticket entered directly into the Incident Management form, I opened the Incident Creation view. Prior to that I could see Incidents in my Object List; however now I cant All I see is Incident Creation and other variations.. I tried putting one of the view names in the Default Form view field on the Advanced tab of the Options window; and I even deleted all the *.arf and *.arv files thinking that might help. I can get to it via the Incident Management console, but not directly. Any ideas on how to get the Incidents Object back? Thanks Mary Dollus ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Loading people into the CTM:People form - customers
Hi Joe, Records are getting inserted directly into the database tables using stored procedures. Sorry I should have mentioned that it's and Oracle db. Thanks again. _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Thursday, September 06, 2007 4:57 PM To: arslist@ARSLIST.ORG Subject: Re: Loading people into the CTM:People form - customers Then this utility will not really help you. By saying updating the database directly, what exactly do you mean? What tool are they using if they aren't using the Import tool? An Escalation that updates CTM:People from some other external table? Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Mary Dollus Sent: Thursday, September 06, 2007 5:25 PM To: arslist@ARSLIST.ORG Subject: Re: Loading people into the CTM:People form - customers ** Hi Joe. Well I built the form because we have an external process that has to be interfaced with and they also store people data; however there is a ton more associated data for each person. And I didn't want to modify the People form to try to save on customizations to OTB stuff. so I built a sort of staging form so their people data can hold the typical stuff (name, address, etc) but also their extra info. The required CTM:People fields need to be filled in so we can open tickets in the IM app (Help Desk) and automating it is the only way since there are so many customers. Sure. if you have it that would be great. merge won't work for me because they are updating the database directly rather than ARImport. However I may be able to see what's happening. Thanks a ton! Mary _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Thursday, September 06, 2007 4:07 PM To: arslist@ARSLIST.ORG Subject: Re: Loading people into the CTM:People form - customers Mary, Have you built that staging form yourself and having problems with it? OR Are you using a 3rd party utility where this staging form is a part of?? I have a utility that could help in mass load of people data and can send that to you if you would like to use that. It was given to me by BMC support. It contains a number of filters defined to trigger on MERGE. Let me know if you want to consider using that. I'll try to find it and send it across.. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Mary Dollus Sent: Thursday, September 06, 2007 4:50 PM To: arslist@ARSLIST.ORG Subject: Re: Loading people into the CTM:People form - customers ** Ok thanks Rick!!! I'll keep digging. For the Client Type of Customer it doesn't seem that Site needs to be loaded. or at least it's worked for me so far without it. It would be so much easier if we could assign Roles to AR_ESCALATOR... :-) _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Thursday, September 06, 2007 3:37 PM To: arslist@ARSLIST.ORG Subject: Re: Loading people into the CTM:People form - customers ** Mary, there are other validations going on - even for arcane things like the phone number. Adding the qualification like you did for those Filters worked for me - you just have to turn the logs on and see where it failed, then where the data can't be cleaned to the point where this isn't necessary, add the exclusion to another Filter until it stops running into them. Here are the other Filters I encountered: CTM:PPL:VerifyManageInfo_141_Check CTM:PPL:VerifyManageInfo_142_Check CTM:PPL:VerifySite_100_Check CTM:PPL:VerifySite_101_Check Also, check this CTM:Support Group Assoc Lookup Active Link: CTM:SGL:AddGrp_016_AddSGA-E, which has a bug related to evaluating the wrong field as $NULL$ (in patch 3). HTH! Rick On 9/6/07, Mary Dollus <[EMAIL PROTECTED]> wrote: Hi Everyone, I'm having issues trying to get data loaded into the CTM:People form. I figured out all I need to load and am able to get the data to load via the import tool and also by a filter firing on a staging form. We're bringing the data into a staging form and then pushing only the necessary fields over to the CTM:People form so we can keep customization to a minimum. So what is happening is.. the records are entered in the staging form and every so often an escalation checks the form and if it sees changes it sets a field to Update. Then when the staging form is modified a filter fires... checks conditions... and is supposed to push data to the CTM:People form. However, some rule checking is taking place on the People form and it's causing my action to fail with this error message: "As the General Access of this
Re: Loading people into the CTM:People form - customers
Thanks Mike!! Very cool. thank you very much. I can't wait to look it over.. _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mike Gould Sent: Thursday, September 06, 2007 4:38 PM To: arslist@ARSLIST.ORG Subject: Re: Loading people into the CTM:People form - customers ** Hi Mary, I've attached a def file of the CTM:People Import Staging form and workflow I put together and use to create and update customer/employee profiles in our system. I've been using this without having to modify any of the OOTB workflow for the past six months and haven't had any problems in our production environment against both Patch 3 and Patch 5. Hope this helps, Mike Gould US House of Representatives On 9/6/07, Mary Dollus <[EMAIL PROTECTED]> wrote: ** Ok thanks Rick!!! I'll keep digging. For the Client Type of Customer it doesn't seem that Site needs to be loaded. or at least it's worked for me so far without it. It would be so much easier if we could assign Roles to AR_ESCALATOR... :-) _ From: Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Thursday, September 06, 2007 3:37 PM To: arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG> Subject: Re: Loading people into the CTM:People form - customers ** Mary, there are other validations going on - even for arcane things like the phone number. Adding the qualification like you did for those Filters worked for me - you just have to turn the logs on and see where it failed, then where the data can't be cleaned to the point where this isn't necessary, add the exclusion to another Filter until it stops running into them. Here are the other Filters I encountered: CTM:PPL:VerifyManageInfo_141_Check CTM:PPL:VerifyManageInfo_142_Check CTM:PPL:VerifySite_100_Check CTM:PPL:VerifySite_101_Check Also, check this CTM:Support Group Assoc Lookup Active Link: CTM:SGL:AddGrp_016_AddSGA-E, which has a bug related to evaluating the wrong field as $NULL$ (in patch 3). HTH! Rick On 9/6/07, Mary Dollus < <mailto:[EMAIL PROTECTED]> [EMAIL PROTECTED]> wrote: Hi Everyone, I'm having issues trying to get data loaded into the CTM:People form. I figured out all I need to load and am able to get the data to load via the import tool and also by a filter firing on a staging form. We're bringing the data into a staging form and then pushing only the necessary fields over to the CTM:People form so we can keep customization to a minimum. So what is happening is.. the records are entered in the staging form and every so often an escalation checks the form and if it sees changes it sets a field to Update. Then when the staging form is modified a filter fires... checks conditions... and is supposed to push data to the CTM:People form. However, some rule checking is taking place on the People form and it's causing my action to fail with this error message: "As the General Access of this ticket, you do not have permission to submit or modify the People profile Status from "" to "Enabled"." The filters causing the issue are: CTM:PPL:GetStatusRuleSet_030 CTM:PPL:GetStatusRulesRead_031 CTM:PPL:StatusRulesErr_032 I even tried adding $USER$ != "AR_ESCALATOR" however that didn't help. Has anyone encountered this? Thanks!!! Mary Dollus __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"
Re: Loading people into the CTM:People form - customers
Thanks Carolyn, it's gotten me a step further... :) - Mary -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carolyn Agabin Sent: Thursday, September 06, 2007 3:41 PM To: arslist@ARSLIST.ORG Subject: Re: Loading people into the CTM:People form - customers Hi, Mary. You could try this. Replace the Run If condition on the filter CTM:PPL:GetStatusRuleSet_030 From ( 'Profile Status' != 'DB.Profile Status') AND (( 'z1D Integer01' = 1) OR ( 'z1D Integer02' = 1) OR ( 'z1D Integer03' = 1)) To (( 'Profile Status' != 'DB.Profile Status') AND (( 'z1D Integer01' = 1) OR ( 'z1D Integer02' = 1) OR ( 'z1D Integer03' = 1))) OR ($USER$ = "AR_ESCALATOR" ) Leave the other two filters as they are. Carolyn Agabin Effective Technologies, LLC -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Thursday, September 06, 2007 1:26 PM To: arslist@ARSLIST.ORG Subject: Loading people into the CTM:People form - customers Hi Everyone, Im having issues trying to get data loaded into the CTM:People form I figured out all I need to load and am able to get the data to load via the import tool and also by a filter firing on a staging form. Were bringing the data into a staging form and then pushing only the necessary fields over to the CTM:People form so we can keep customization to a minimum. So what is happening is.. the records are entered in the staging form and every so often an escalation checks the form and if it sees changes it sets a field to Update. Then when the staging form is modified a filter fires... checks conditions... and is supposed to push data to the CTM:People form. However, some rule checking is taking place on the People form and it's causing my action to fail with this error message: As the General Access of this ticket, you do not have permission to submit or modify the People profile Status from "" to "Enabled". The filters causing the issue are: CTM:PPL:GetStatusRuleSet_030 CTM:PPL:GetStatusRulesRead_031 CTM:PPL:StatusRulesErr_032 I even tried adding $USER$ != "AR_ESCALATOR" however that didn't help. Has anyone encountered this? Thanks!!! Mary Dollus ___ 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: Loading people into the CTM:People form - customers
Hi Joe. Well I built the form because we have an external process that has to be interfaced with and they also store people data; however there is a ton more associated data for each person. And I didn't want to modify the People form to try to save on customizations to OTB stuff. so I built a sort of staging form so their people data can hold the typical stuff (name, address, etc) but also their extra info. The required CTM:People fields need to be filled in so we can open tickets in the IM app (Help Desk) and automating it is the only way since there are so many customers. Sure. if you have it that would be great. merge won't work for me because they are updating the database directly rather than ARImport. However I may be able to see what's happening. Thanks a ton! Mary _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Thursday, September 06, 2007 4:07 PM To: arslist@ARSLIST.ORG Subject: Re: Loading people into the CTM:People form - customers Mary, Have you built that staging form yourself and having problems with it? OR Are you using a 3rd party utility where this staging form is a part of?? I have a utility that could help in mass load of people data and can send that to you if you would like to use that. It was given to me by BMC support. It contains a number of filters defined to trigger on MERGE. Let me know if you want to consider using that. I'll try to find it and send it across.. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Mary Dollus Sent: Thursday, September 06, 2007 4:50 PM To: arslist@ARSLIST.ORG Subject: Re: Loading people into the CTM:People form - customers ** Ok thanks Rick!!! I'll keep digging. For the Client Type of Customer it doesn't seem that Site needs to be loaded. or at least it's worked for me so far without it. It would be so much easier if we could assign Roles to AR_ESCALATOR... :-) _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Thursday, September 06, 2007 3:37 PM To: arslist@ARSLIST.ORG Subject: Re: Loading people into the CTM:People form - customers ** Mary, there are other validations going on - even for arcane things like the phone number. Adding the qualification like you did for those Filters worked for me - you just have to turn the logs on and see where it failed, then where the data can't be cleaned to the point where this isn't necessary, add the exclusion to another Filter until it stops running into them. Here are the other Filters I encountered: CTM:PPL:VerifyManageInfo_141_Check CTM:PPL:VerifyManageInfo_142_Check CTM:PPL:VerifySite_100_Check CTM:PPL:VerifySite_101_Check Also, check this CTM:Support Group Assoc Lookup Active Link: CTM:SGL:AddGrp_016_AddSGA-E, which has a bug related to evaluating the wrong field as $NULL$ (in patch 3). HTH! Rick On 9/6/07, Mary Dollus <[EMAIL PROTECTED]> wrote: Hi Everyone, I'm having issues trying to get data loaded into the CTM:People form. I figured out all I need to load and am able to get the data to load via the import tool and also by a filter firing on a staging form. We're bringing the data into a staging form and then pushing only the necessary fields over to the CTM:People form so we can keep customization to a minimum. So what is happening is.. the records are entered in the staging form and every so often an escalation checks the form and if it sees changes it sets a field to Update. Then when the staging form is modified a filter fires... checks conditions... and is supposed to push data to the CTM:People form. However, some rule checking is taking place on the People form and it's causing my action to fail with this error message: "As the General Access of this ticket, you do not have permission to submit or modify the People profile Status from "" to "Enabled"." The filters causing the issue are: CTM:PPL:GetStatusRuleSet_030 CTM:PPL:GetStatusRulesRead_031 CTM:PPL:StatusRulesErr_032 I even tried adding $USER$ != "AR_ESCALATOR" however that didn't help. Has anyone encountered this? Thanks!!! Mary Dollus __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Loading people into the CTM:People form - customers
Ok thanks Rick!!! I'll keep digging. For the Client Type of Customer it doesn't seem that Site needs to be loaded. or at least it's worked for me so far without it. It would be so much easier if we could assign Roles to AR_ESCALATOR... :-) _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Thursday, September 06, 2007 3:37 PM To: arslist@ARSLIST.ORG Subject: Re: Loading people into the CTM:People form - customers ** Mary, there are other validations going on - even for arcane things like the phone number. Adding the qualification like you did for those Filters worked for me - you just have to turn the logs on and see where it failed, then where the data can't be cleaned to the point where this isn't necessary, add the exclusion to another Filter until it stops running into them. Here are the other Filters I encountered: CTM:PPL:VerifyManageInfo_141_Check CTM:PPL:VerifyManageInfo_142_Check CTM:PPL:VerifySite_100_Check CTM:PPL:VerifySite_101_Check Also, check this CTM:Support Group Assoc Lookup Active Link: CTM:SGL:AddGrp_016_AddSGA-E, which has a bug related to evaluating the wrong field as $NULL$ (in patch 3). HTH! Rick On 9/6/07, Mary Dollus <[EMAIL PROTECTED]> wrote: Hi Everyone, I'm having issues trying to get data loaded into the CTM:People form. I figured out all I need to load and am able to get the data to load via the import tool and also by a filter firing on a staging form. We're bringing the data into a staging form and then pushing only the necessary fields over to the CTM:People form so we can keep customization to a minimum. So what is happening is.. the records are entered in the staging form and every so often an escalation checks the form and if it sees changes it sets a field to Update. Then when the staging form is modified a filter fires... checks conditions... and is supposed to push data to the CTM:People form. However, some rule checking is taking place on the People form and it's causing my action to fail with this error message: "As the General Access of this ticket, you do not have permission to submit or modify the People profile Status from "" to "Enabled"." The filters causing the issue are: CTM:PPL:GetStatusRuleSet_030 CTM:PPL:GetStatusRulesRead_031 CTM:PPL:StatusRulesErr_032 I even tried adding $USER$ != "AR_ESCALATOR" however that didn't help. Has anyone encountered this? Thanks!!! Mary Dollus __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Loading people into the CTM:People form - customers
Hi Everyone, Im having issues trying to get data loaded into the CTM:People form I figured out all I need to load and am able to get the data to load via the import tool and also by a filter firing on a staging form. Were bringing the data into a staging form and then pushing only the necessary fields over to the CTM:People form so we can keep customization to a minimum. So what is happening is.. the records are entered in the staging form and every so often an escalation checks the form and if it sees changes it sets a field to Update. Then when the staging form is modified a filter fires... checks conditions... and is supposed to push data to the CTM:People form. However, some rule checking is taking place on the People form and it's causing my action to fail with this error message: As the General Access of this ticket, you do not have permission to submit or modify the People profile Status from "" to "Enabled". The filters causing the issue are: CTM:PPL:GetStatusRuleSet_030 CTM:PPL:GetStatusRulesRead_031 CTM:PPL:StatusRulesErr_032 I even tried adding $USER$ != "AR_ESCALATOR" however that didn't help. Has anyone encountered this? Thanks!!! Mary Dollus ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
