Notification Preferences in 7
Hey everyone When we set everyone up in the system, we set the default notification to email. In each People record, email is selected as the default notification. However, in the Notification Preferences table, every notification is set to Alert, and when I select them I can't modify them. There must be a place to set it I can't find in the documentation... Thanks! Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Notification Preferences in 7
Thanks! Did we do something wrong in setting up accounts? Or is this a feature not a bug? It seems odd that every user would be expected to have to do this kind of configuration. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kevin Shaffer Sent: Friday, February 15, 2008 12:15 PM To: arslist@ARSLIST.ORG Subject: Re: Notification Preferences in 7 You either change the system default in the backend form (NTE:CFG-Notification Events) or you dont modify the system preference and each user creates their own preference. When sending out notifications Remedy will look for the user defined preferences first then the system defined ones. Date: Fri, 15 Feb 2008 12:10:35 -0500 From: [EMAIL PROTECTED] Subject: Notification Preferences in 7 To: arslist@ARSLIST.ORG ** Hey everyone When we set everyone up in the system, we set the default notification to email. In each People record, email is selected as the default notification. However, in the Notification Preferences table, every notification is set to Alert, and when I select them I can't modify them. There must be a place to set it I can't find in the documentation... Thanks! Chris __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
7.1 Email weirdness
Hey everyone- We are having an interesting issue with the email engine. We had an outgoing and incoming email box, ID #s 1 and 2 which we disabled and created 2 new ones, #3 and 4. When sending emails directly from the messages form, everything works fine, however the filters which send emails are still trying to use the original disabled mailboxes. Any way I can prevent this? Thanks, Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: 7.1 Email weirdness
Thanks Ivan- we're trying this now and if it doesn't do the trick we'll try David's suggestion. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ivan Runions Sent: Thursday, February 14, 2008 4:27 PM To: arslist@ARSLIST.ORG Subject: Re: 7.1 Email weirdness Try stopping then restarting the email service on the AR Server to force it to recognize the new mail boxes. -ivan- Moore, Chris wrote: ** Hey everyone- We are having an interesting issue with the email engine. We had an outgoing and incoming email box, ID #s 1 and 2 which we disabled and created 2 new ones, #3 and 4. When sending emails directly from the messages form, everything works fine, however the filters which send emails are still trying to use the original disabled mailboxes. Any way I can prevent this? Thanks, Chris __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ -- Ivan Runions Information Technologies University of Calgary Calgary Alberta Canada (403) 220-4437 ___ 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: 7.1 Email weirdness
Restarting didn't do the trick, so we'll try David's suggestion. Is there any reason we can't (shouldn't) just change the entry at the database level? From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of David K Hill Sent: Thursday, February 14, 2008 4:18 PM To: arslist@ARSLIST.ORG Subject: Re: 7.1 Email weirdness What we did was to export out the mail box configurations, edit the arx file with a search and replace operation, them delete the records and re-import them with the same Entry IDs. There are internal instance IDs that are reference some where that keeps point them back to the old stuff. Hope that helps. -d David K Hill Senior Remedy Systems Applications Engineer Government Strategic Services - Application Solutions verizon business vNet: 658 5838 - Voice: (916) 569-5838 - Fax: (916) 569-5920 - Cell: (916) 214-0388 eMail: [EMAIL PROTECTED] icq# 441052967 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris Sent: Thursday, February 14, 2008 1:09 PM To: arslist@ARSLIST.ORG Subject: 7.1 Email weirdness Hey everyone- We are having an interesting issue with the email engine. We had an outgoing and incoming email box, ID #s 1 and 2 which we disabled and created 2 new ones, #3 and 4. When sending emails directly from the messages form, everything works fine, however the filters which send emails are still trying to use the original disabled mailboxes. Any way I can prevent this? Thanks, Chris __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: 7.1 Email weirdness
Wow, I feel dumb now... I thought Enabled/Disabled would have done it. Thanks Thad! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Thad K Esser Sent: Thursday, February 14, 2008 5:22 PM To: arslist@ARSLIST.ORG Subject: Re: 7.1 Email weirdness ** On the new Mailboxes, did you remember to set the Default Mailbox flag to Yes? If I remember right, its on the Advanced tab. Thad Esser Remedy Developer Argue for your limitations, and sure enough, they're yours.-- Richard Bach Moore, Chris [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 02/14/2008 01:37 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: 7.1 Email weirdness ** Restarting didn't do the trick, so we'll try David's suggestion. Is there any reason we can't (shouldn't) just change the entry at the database level? From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of David K Hill Sent: Thursday, February 14, 2008 4:18 PM To: arslist@ARSLIST.ORG Subject: Re: 7.1 Email weirdness What we did was to export out the mail box configurations, edit the arx file with a search and replace operation, them delete the records and re-import them with the same Entry IDs. There are internal instance IDs that are reference some where that keeps point them back to the old stuff. Hope that helps. -d David K Hill Senior Remedy Systems Applications Engineer Government Strategic Services - Application Solutions verizon business vNet: 658 5838 - Voice: (916) 569-5838 - Fax: (916) 569-5920 - Cell: (916) 214-0388 eMail: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] icq# 441052967 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris Sent: Thursday, February 14, 2008 1:09 PM To: arslist@ARSLIST.ORG Subject: 7.1 Email weirdness Hey everyone- We are having an interesting issue with the email engine. We had an outgoing and incoming email box, ID #s 1 and 2 which we disabled and created 2 new ones, #3 and 4. When sending emails directly from the messages form, everything works fine, however the filters which send emails are still trying to use the original disabled mailboxes. Any way I can prevent this? Thanks, Chris __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___ ***IMPORTANT NOTICE: This communication, including any attachment, contains information that may be confidential or privileged, and is intended solely for the entity or individual to whom it is addressed. If you are not the intended recipient, you should delete this message and are hereby notified that any disclosure, copying, or distribution of this message is strictly prohibited. Nothing in this email, including any attachment, is intended to be a legally binding signature.*** __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: 7.1 email polling interval
Thanks Tony! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington Sent: Wednesday, February 13, 2008 10:47 AM To: arslist@ARSLIST.ORG Subject: Re: 7.1 email polling interval ** There is a setting in EmailDaemon.properties which specified the use of mintues or seconds com.bmc.arsys.emaildaemon.MailboxPollingUnitIsMinutes=false -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 Moore, Chris [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 02/13/2008 09:29 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject 7.1 email polling interval ** Hey everyone- In the 7.1 email engine, polling interval is no longer in minutes, but in minutes/seconds. The field is still an integer number though. I assume that if I set it for 5 it's still 5 minutes, but what is the point of the new wording? You can't put a / in the field, so what exactly does minutes/seconds mean? Chris __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
7.1 email polling interval
Hey everyone- In the 7.1 email engine, polling interval is no longer in minutes, but in minutes/seconds. The field is still an integer number though. I assume that if I set it for 5 it's still 5 minutes, but what is the point of the new wording? You can't put a / in the field, so what exactly does minutes/seconds mean? Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Email Engine not authenticating
Thanks Mike! The problem is that we don't remember the Application Service password that it's looking for. We need to re-set that, not the one we gave the email engine. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mike Wallick Sent: Tuesday, February 12, 2008 3:26 PM To: arslist@ARSLIST.ORG Subject: Re: Email Engine not authenticating I set the mid-tier to be the same as the email engine, but they don't have to be the same. You can use this line as a batch file (or shell script) to reset the password in the emaildaemon.properties file: java -cp emaildaemon.jar;arapi70.jar;arutil70.jar;activation.jar;mail.jar;imap.ja r;smtp.jar;pop3.jar com.remedy.arsys.emaildaemon.EmailDaemon -s your server name -p the password you want Oh, and run this from inside the email engine installation folder. Mike On 2/12/08, Moore, Chris [EMAIL PROTECTED] wrote: ** Hey everyone- I know this is an easy one but I can't remember how to change it. We apparently gave a bad password when installing the email engine when it asked for the Application Service password. No one seems to be sure what it was either. Checking connection to server: dev001 ... ERROR (623): Authentication failed; ERROR (623): Authentication failed; at com.bmc.arsys.api.ProxyJRpcBase.verifyStatus(Unknown Source) at com.bmc.arsys.api.ProxyJRpcBase.verifyStatus(Unknown Source) at com.bmc.arsys.api.ProxyJRpcBase.a(Unknown Source) at com.bmc.arsys.api.ProxyJRpcBase.arCall(Unknown Source) at com.bmc.arsys.api.ProxyJRpc.ARVerifyUser(Unknown Source) at com.bmc.arsys.api.ARServerUser.verifyUser(Unknown Source) at com.bmc.arsys.emaildaemon.EmailUtil.createARServerUser(EmailUtil.java:45 8) at com.bmc.arsys.emaildaemon.EmailDaemon.setUserInfo(EmailDaemon.java:908) at com.bmc.arsys.emaildaemon.EmailDaemon.executeComandLine(EmailDaemon.java :603) at com.bmc.arsys.emaildaemon.EmailDaemon.main(EmailDaemon.java:313) Cannot connect. Feb 12, 2008 2:28:14 PM com.bmc.arsys.emaildaemon.LoggingModule doWork SEVERE: Authentication failed How can I reset it? I assume it's the same that the mid-tier uses? ARS 7.1 Oracle 10g DB RHEL Thanks, Chris __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Email Engine not authenticating
That's it. I don't know how I missed that! Thanks! Chris -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mike Wallick Sent: Tuesday, February 12, 2008 3:40 PM To: arslist@ARSLIST.ORG Subject: Re: Email Engine not authenticating Ah, then I think you're looking for the Application Service password field on the Connection Settings tab of the Server Information dialog in the admin tool. Maybe? Mike On 2/12/08, Moore, Chris [EMAIL PROTECTED] wrote: Thanks Mike! The problem is that we don't remember the Application Service password that it's looking for. We need to re-set that, not the one we gave the email engine. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mike Wallick Sent: Tuesday, February 12, 2008 3:26 PM To: arslist@ARSLIST.ORG Subject: Re: Email Engine not authenticating I set the mid-tier to be the same as the email engine, but they don't have to be the same. You can use this line as a batch file (or shell script) to reset the password in the emaildaemon.properties file: java -cp emaildaemon.jar;arapi70.jar;arutil70.jar;activation.jar;mail.jar;imap.ja r;smtp.jar;pop3.jar com.remedy.arsys.emaildaemon.EmailDaemon -s your server name -p the password you want Oh, and run this from inside the email engine installation folder. Mike On 2/12/08, Moore, Chris [EMAIL PROTECTED] wrote: ** Hey everyone- I know this is an easy one but I can't remember how to change it. We apparently gave a bad password when installing the email engine when it asked for the Application Service password. No one seems to be sure what it was either. Checking connection to server: dev001 ... ERROR (623): Authentication failed; ERROR (623): Authentication failed; at com.bmc.arsys.api.ProxyJRpcBase.verifyStatus(Unknown Source) at com.bmc.arsys.api.ProxyJRpcBase.verifyStatus(Unknown Source) at com.bmc.arsys.api.ProxyJRpcBase.a(Unknown Source) at com.bmc.arsys.api.ProxyJRpcBase.arCall(Unknown Source) at com.bmc.arsys.api.ProxyJRpc.ARVerifyUser(Unknown Source) at com.bmc.arsys.api.ARServerUser.verifyUser(Unknown Source) at com.bmc.arsys.emaildaemon.EmailUtil.createARServerUser(EmailUtil.java:45 8) at com.bmc.arsys.emaildaemon.EmailDaemon.setUserInfo(EmailDaemon.java:908) at com.bmc.arsys.emaildaemon.EmailDaemon.executeComandLine(EmailDaemon.java :603) at com.bmc.arsys.emaildaemon.EmailDaemon.main(EmailDaemon.java:313) Cannot connect. Feb 12, 2008 2:28:14 PM com.bmc.arsys.emaildaemon.LoggingModule doWork SEVERE: Authentication failed How can I reset it? I assume it's the same that the mid-tier uses? ARS 7.1 Oracle 10g DB RHEL Thanks, Chris __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ 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
Email Engine not authenticating
Hey everyone- I know this is an easy one but I can't remember how to change it. We apparently gave a bad password when installing the email engine when it asked for the Application Service password. No one seems to be sure what it was either. Checking connection to server: dev001 ... ERROR (623): Authentication failed; ERROR (623): Authentication failed; at com.bmc.arsys.api.ProxyJRpcBase.verifyStatus(Unknown Source) at com.bmc.arsys.api.ProxyJRpcBase.verifyStatus(Unknown Source) at com.bmc.arsys.api.ProxyJRpcBase.a(Unknown Source) at com.bmc.arsys.api.ProxyJRpcBase.arCall(Unknown Source) at com.bmc.arsys.api.ProxyJRpc.ARVerifyUser(Unknown Source) at com.bmc.arsys.api.ARServerUser.verifyUser(Unknown Source) at com.bmc.arsys.emaildaemon.EmailUtil.createARServerUser(EmailUtil.java:45 8) at com.bmc.arsys.emaildaemon.EmailDaemon.setUserInfo(EmailDaemon.java:908) at com.bmc.arsys.emaildaemon.EmailDaemon.executeComandLine(EmailDaemon.java :603) at com.bmc.arsys.emaildaemon.EmailDaemon.main(EmailDaemon.java:313) Cannot connect. Feb 12, 2008 2:28:14 PM com.bmc.arsys.emaildaemon.LoggingModule doWork SEVERE: Authentication failed How can I reset it? I assume it's the same that the mid-tier uses? ARS 7.1 Oracle 10g DB RHEL Thanks, Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: 7.1 Patch 1 installation
RHEL 5 Oracle 10g We've having a bunch of problems. First the installer said it couldn't find libcmdbsvr.so. Then it made backups and got stuck trying to shut down the server, but it didn't seem to be passing any information about the server or port number so it just sat there for almost an hour before we finally killed it. We're going to try a manual replace of the patched files. Chris -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Elry Sent: Wednesday, February 06, 2008 11:15 AM To: arslist@ARSLIST.ORG Subject: Re: 7.1 Patch 1 installation Upgrade Completed Successfully... -- Environment -- ARS 7.1 SQL Server 2005 Windows Server 2003 Upgrade Method: Run Executables ... So far - no glitches or gotchas - everything appears to be running as expected. On Feb 5, 2:45 pm, Moore, Chris [EMAIL PROTECTED] wrote: Hey Rick- We were on 6, but due to heavy customization we went with a fresh install of 7.1 and are going to stay as OOTB as possible. Hopefully that should be a pretty smooth upgrade. We're going to give it a try tomorrow, so I'll let you know how it goes! Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Tuesday, February 05, 2008 2:41 PM To: [EMAIL PROTECTED] Subject: Re: 7.1 Patch 1 installation ** Chris, I'm gearing up to do the same upgrade on the same platform. Let us know of any gotchas, will ya? What are you upgrading from? Rick On 2/5/08, Elry [EMAIL PROTECTED] wrote: Hey Chris... The same spot where you got the patch - there are readme download files. These files contain the installation instructions. I am getting ready to run the patches this week. On Feb 5, 2:04 pm, Moore, Chris [EMAIL PROTECTED] wrote: Hey everyone, I got all the patch files, but didn't see any specific documentation about installing the patch. Is there any I'm missing? Has anyone had any trouble with anything? RHEL 5 server Oracle 10g DB Thanks, Chris ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:www.rmsportal.comARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:www.rmsportal.comARSlist: Where the Answers Are __Platinum Sponsor:www.rmsportal.comARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:www.rmsportal.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Error:ARLoadARQualifierStruct
Hey everyone- we restarted our server this morning after moving it from a dev network to a production one. This error popped up. I've never seen it- have any of you? RHEL 5 Oracle 10g ITSM 7.1 I saw this output to console on restarting the server. Anything to worry about? 390695 : Error:ARLoadARQualifierStruct - (server:X session:-1213099224 login:Remedy Application Service) Cannot establish a network connection to the AR System server (ARERR 0) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Using solutions with the requester console in 7.1
Hey everyone! I'm trying to get a 7.1 (no patch) system configured and I was wondering if anyone had been using the solutions in conjunction with the Requester Console much. I've put in a solution and was hoping it would show up as a possible solution when a customer makes the selection from the Summary, but it's not showing up. The Tier 1-3 matches and the solution is public. The company is set to -global- as well. The Summary Category is Password, and it matches up to Change-Application-Password in the operational cat. Anyone had any experience setting this up? Thanks! Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Adding custom permissions groups in 7.1
Is there a way to add a permissions group in 7.1? Not a computed group- there is a custom form which only a few people should see and in 6 we had a custom permission group for it. I've gotten around it by adding the custom group directly to records in the User form, but that doesn't allow me to limit access via workflow with much flexibility and I'd like people who create records but don't have access to the user form to be able to add people to that group. I've looked through the config guide, but didn't see anything about it. Thanks! Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Adding custom permissions groups in 7.1
Thanks Matt! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Wednesday, January 30, 2008 11:26 AM To: arslist@ARSLIST.ORG Subject: Re: Adding custom permissions groups in 7.1 Chris, In ARS 7 you can build a group and then map roles to those groups. Then it's just a matter of adding those groups to the appropriate users in the user form. After that just set the form permissions to that new group and you've got it. For detailed info, check out the Form and Application Objects guide, page 78. Regards, -Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris Sent: Wednesday, January 30, 2008 11:20 AM To: arslist@ARSLIST.ORG Subject: Adding custom permissions groups in 7.1 ** Is there a way to add a permissions group in 7.1? Not a computed group- there is a custom form which only a few people should see and in 6 we had a custom permission group for it. I've gotten around it by adding the custom group directly to records in the User form, but that doesn't allow me to limit access via workflow with much flexibility and I'd like people who create records but don't have access to the user form to be able to add people to that group. I've looked through the config guide, but didn't see anything about it. Thanks! Chris __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Adding custom permissions groups in 7.1
The main problem is not creating the group, but allowing people who don't have access to the user form to put people into it. When creating a customer/people record, is there a way to add a group to the list of application permissions groups you can add for people? Thanks, Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza Sent: Wednesday, January 30, 2008 12:23 PM To: arslist@ARSLIST.ORG Subject: Re: Adding custom permissions groups in 7.1 What kind of difficulty are you facing creating a permission group in 7.1? Its the same as its always been? Create a group, give it a unique ID, and make sure the Group Type is Change... Whats not working for you? Joe D'Souza Remedy Developer / Consultant, IBM Global Technology Services, Chicago. - Original Message From: Moore, Chris [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wednesday, January 30, 2008 10:19:30 AM Subject: Adding custom permissions groups in 7.1 ** Is there a way to add a permissions group in 7.1? Not a computed group- there is a custom form which only a few people should see and in 6 we had a custom permission group for it. I’ve gotten around it by adding the custom group directly to records in the User form, but that doesn’t allow me to limit access via workflow with much flexibility and I’d like people who create records but don’t have access to the user form to be able to add people to that group. I’ve looked through the config guide, but didn’t see anything about it. Thanks! Chris Never miss a thing. Make Yahoo your homepage. http://us.rd.yahoo.com/evt=51438/*http:/www.yahoo.com/r/hs __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Adding custom permissions groups in 7.1
Hey Matthew- Thanks for the response. I'm trying to see if there is a way to do this out of the box- we're trying to avoid custom work on this release, but if there is no way, I will end up doing as you suggested. Thanks! Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Wednesday, January 30, 2008 1:47 PM To: arslist@ARSLIST.ORG Subject: Re: Adding custom permissions groups in 7.1 If there is a specific group you want to add via another form, you could set up a filter to push the group list back to the user form with the new group appended to it. If it was on the people form, you could have it look for user records with matching login IDs in the qualifier. Then, set the group list on the user form to $Group List$ + groupid;. HTH, Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris Sent: Wednesday, January 30, 2008 12:54 PM To: arslist@ARSLIST.ORG Subject: Re: Adding custom permissions groups in 7.1 ** The main problem is not creating the group, but allowing people who don't have access to the user form to put people into it. When creating a customer/people record, is there a way to add a group to the list of application permissions groups you can add for people? Thanks, Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza Sent: Wednesday, January 30, 2008 12:23 PM To: arslist@ARSLIST.ORG Subject: Re: Adding custom permissions groups in 7.1 What kind of difficulty are you facing creating a permission group in 7.1? Its the same as its always been? Create a group, give it a unique ID, and make sure the Group Type is Change... Whats not working for you? Joe D'Souza Remedy Developer / Consultant, IBM Global Technology Services, Chicago. - Original Message From: Moore, Chris [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wednesday, January 30, 2008 10:19:30 AM Subject: Adding custom permissions groups in 7.1 ** Is there a way to add a permissions group in 7.1? Not a computed group- there is a custom form which only a few people should see and in 6 we had a custom permission group for it. I’ve gotten around it by adding the custom group directly to records in the User form, but that doesn’t allow me to limit access via workflow with much flexibility and I’d like people who create records but don’t have access to the user form to be able to add people to that group. I’ve looked through the config guide, but didn’t see anything about it. Thanks! Chris Never miss a thing. Make Yahoo your homepage. http://us.rd.yahoo.com/evt=51438/*http:/www.yahoo.com/r/hs __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Adding custom permissions groups in 7.1
You're right, it is. The company I am working for is struggling financially and I've had to find a new position, but I'm working to try and get this new version up for them before I leave. That's why I'm trying to find OOTB solutions and avoid custom work. We have a fresh install and are trying to go pretty much OOTB. However, the custom form I made is important and unique and has to be retained. I made the group and gave it the number . It shows up in the admin client for permissions, and I can set qualifications using it and put people in it from the User form. However, Joe Average here won't have access to the user or group form. It's looking like I'll have to go custom or allow someone access to those forms. Chris -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Wednesday, January 30, 2008 2:11 PM To: arslist@ARSLIST.ORG Subject: Re: Adding custom permissions groups in 7.1 Chris, I do not think that any of the OOB features are designed to make custom applications easier to blank. ( by design) Those sound like competing interests to me. If you by one OOB application to make it easier to build other (custom) applications, then will you buy the second OOB application from the vendor? Why not build the application yourself using the assets/tools that you have already paid for? Selling applications in ARS is always based on a build vs buy discussion, and based on the sunk costs for the ARS platform, smaller customers have no real choice but to build the applications (sometimes all of them) for themselves. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. 2008/1/30 Moore, Chris [EMAIL PROTECTED]: ** Hey Matthew- Thanks for the response. I'm trying to see if there is a way to do this out of the box- we're trying to avoid custom work on this release, but if there is no way, I will end up doing as you suggested. Thanks! Chris ___ 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
Application list order on 7.1 home page
Hey everyone- I'm still having a problem setting the application order in the home page of 7.1. I have the display order set the way I want, but there is a header being pulled from somewhere I can't find and they are in alphabetical order based on that- so it ignores the display order. How can I change that header? Thanks! Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Application list order on 7.1 home page- found it
Ok, it's the label for the application. For anyone else who is having this problem- on the applications object list, right click the application and change the 'label' field. Thanks, Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris Sent: Tuesday, January 22, 2008 9:43 AM To: arslist@ARSLIST.ORG Subject: Application list order on 7.1 home page Hey everyone- I'm still having a problem setting the application order in the home page of 7.1. I have the display order set the way I want, but there is a header being pulled from somewhere I can't find and they are in alphabetical order based on that- so it ignores the display order. How can I change that header? Thanks! Chris __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Assigned solution ticket 7.1
Hey everyone- I've been reading through the manuals but can't find an answer to this. In 7.1 when you create a solution a ticket is created and assigned to an individual. It shows up in their queue of tickets to work on. What are they supposed to do with it? I can't find any way to resolve a solution ticket. Am I missing something here? Thanks, Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Assigned solution ticket 7.1
Thanks- I was looking in the Incident docs. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lisa Westerfield Sent: Monday, January 21, 2008 12:37 PM To: arslist@ARSLIST.ORG Subject: Re: Assigned solution ticket 7.1 The Status and View Access fields control the availability of a solution. It's usually the Problem Manager who validates and categorizes the solutions and then make the status Available. They can also determine the View Access to be Public or Internal to control who can use the available solution. I do not have the guide, but it is called BMC Service Desk: Problem Management 7.0 User's Guide. This guide will be helpful if you can get your hands on a copy. FYI problem manager A person who reviews problem investigations and known errors to maintain the quality and integrity of the problem management process. This person coordinates the assignment of problem investigations and known errors to support staff, and also reviews problem investigation requests and performs business impact analysis. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris Sent: Monday, January 21, 2008 10:38 AM To: arslist@ARSLIST.ORG Subject: Assigned solution ticket 7.1 ** Hey everyone- I've been reading through the manuals but can't find an answer to this. In 7.1 when you create a solution a ticket is created and assigned to an individual. It shows up in their queue of tickets to work on. What are they supposed to do with it? I can't find any way to resolve a solution ticket. Am I missing something here? Thanks, Chris __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
Display Order in Application Field
Hey all. I'm trying to change the order of items shown in the application field in the home page in 7.1. I went into each application entry point and changed the display numbers but they would not move- is there something else that I need to change? Also, I would like to change the wording on the headers displayed. I was able to change the text of the link by going into the different view properties, but the bold text header doesn't have an option - how can I change that one? Thanks! Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: mid-tier logs- ARERR 623
I did- that doesn't seem to be the problem. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mike Wallick Sent: Friday, January 18, 2008 3:28 PM To: arslist@ARSLIST.ORG Subject: Re: mid-tier logs- ARERR 623 Did you set the application password for the ar server in the mid-tier config? On 1/18/08, Moore, Chris [EMAIL PROTECTED] wrote: ** Hey everyone- this is the log from our mid-tier where no user ID can log in. It looks like there is a problem getting the preferences from the preference server. I tied setting the preference server to null, but that didn't work either. Anyone have any ideas? Thanks, Chris Jan 18, 2008 3:02:20 PM - WARNING (com.remedy.log.SESSION) : Error loading preference from server dev001.groupz.net for the user [EMAIL PROTECTED] ARERR [623] Authentication failed at com.remedy.arsys.stubs.ServerLogin.init(Unknown Source) at com.remedy.arsys.stubs.ServerLogin.get(Unknown Source) at com.remedy.arsys.stubs.ServerLogin.getAdmin(Unknown Source) at com.remedy.arsys.stubs.ServerLogin.getAdmin(Unknown Source) at com.remedy.arsys.goat.preferences.ARUserPreferences.loadFromServer(Unkno wn Source) at com.remedy.arsys.goat.preferences.ARUserPreferences.addConfiguredPrefere nces(Unknown Source) at com.remedy.arsys.goat.preferences.ARUserPreferences.init(Unknown Source) at com.remedy.arsys.goat.preferences.ARUserPreferences.getUserPreferences(U nknown Source) at com.remedy.arsys.stubs.SessionData.init(Unknown Source) at com.remedy.arsys.stubs.SessionData.init(Unknown Source) at com.remedy.arsys.session.Login.initSessions(Unknown Source) at com.remedy.arsys.session.Login.establishSession(Unknown Source) at com.remedy.arsys.session.Login.establishSession(Unknown Source) at com.remedy.arsys.stubs.GoatServlet.postInternal(Unknown Source) at com.remedy.arsys.stubs.GoatHttpServlet.doGet(Unknown Source) at javax.servlet.http.HttpServlet.service(HttpServlet.java:689) at javax.servlet.http.HttpServlet.service(HttpServlet.java:802) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(Applica tionFilterChain.java:252) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilt erChain.java:173) at org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValv e.java:213) at org.apache.catalina.core.StandardContextValve.invoke(StandardContextValv e.java:178) at org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java :126) at org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java :105) at org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve. java:107) at org.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:1 48) at org.apache.jk.server.JkCoyoteHandler.invoke(JkCoyoteHandler.java:199) at org.apache.jk.common.HandlerRequest.invoke(HandlerRequest.java:282) at org.apache.jk.common.ChannelSocket.invoke(ChannelSocket.java:754) at org.apache.jk.common.ChannelSocket.processConnection(ChannelSocket.java: 684) at org.apache.jk.common.ChannelSocket$SocketConnection.runIt(ChannelSocket. java:876) at org.apache.tomcat.util.threads.ThreadPool$ControlRunnable.run(ThreadPool .java:684) at java.lang.Thread.run(Unknown Source) Caused by: ERROR (623): Authentication failed; at com.bmc.arsys.api.ProxyJRpcBase.verifyStatus(Unknown Source) at com.bmc.arsys.api.ProxyJRpcBase.verifyStatus(Unknown Source) at com.bmc.arsys.api.ProxyJRpcBase.a(Unknown Source) at com.bmc.arsys.api.ProxyJRpcBase.arCall(Unknown Source) at com.bmc.arsys.api.ProxyJRpc.ARVerifyUser(Unknown Source) at com.bmc.arsys.api.ARServerUser.verifyUser(Unknown Source) ... 32 more Jan 18, 2008 3:02:20 PM - WARNING (com.remedy.log.SERVLET) : Caught GoatException ARERR [623] Authentication failed at com.remedy.arsys.stubs.ServerLogin.init(Unknown Source) at com.remedy.arsys.stubs.ServerLogin.get(Unknown Source) at com.remedy.arsys.stubs.ServerLogin.getAdmin(Unknown Source) at com.remedy.arsys.stubs.ServerLogin.getAdmin(Unknown Source) at com.remedy.arsys.share.ServerInfo.get(Unknown Source) at com.remedy.arsys.stubs.HomeServlet.getHomeForm(Unknown Source) at com.remedy.arsys.stubs.HomeServlet.doRequest(Unknown Source) at com.remedy.arsys.stubs.GoatServlet.postInternal(Unknown Source) at com.remedy.arsys.stubs.GoatHttpServlet.doGet(Unknown Source) at javax.servlet.http.HttpServlet.service(HttpServlet.java:689
New mid-tier login problems
Hey everyone- Hopefully this will be an easy one for someone... I've got a brand new out of the box installation of 7.1 running and am trying to log in to it via the mid tier, but every user, including Demo, is getting the ARERR [623] Authentication failed error, which makes me think for some reason the Mid-Tier is not pointing at the right server. Logging into the configuration screen though everything looks ok. Anyone have any ideas for what I could be missing? Thanks, Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: mid-tier logs- ARERR 623- fixed
Hey, after resetting the password in the user client it worked. thanks everyone! Chris -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris Sent: Friday, January 18, 2008 3:31 PM To: arslist@ARSLIST.ORG Subject: Re: mid-tier logs- ARERR 623 I did- that doesn't seem to be the problem. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mike Wallick Sent: Friday, January 18, 2008 3:28 PM To: arslist@ARSLIST.ORG Subject: Re: mid-tier logs- ARERR 623 Did you set the application password for the ar server in the mid-tier config? On 1/18/08, Moore, Chris [EMAIL PROTECTED] wrote: ** Hey everyone- this is the log from our mid-tier where no user ID can log in. It looks like there is a problem getting the preferences from the preference server. I tied setting the preference server to null, but that didn't work either. Anyone have any ideas? Thanks, Chris Jan 18, 2008 3:02:20 PM - WARNING (com.remedy.log.SESSION) : Error loading preference from server dev001.groupz.net for the user [EMAIL PROTECTED] ARERR [623] Authentication failed at com.remedy.arsys.stubs.ServerLogin.init(Unknown Source) at com.remedy.arsys.stubs.ServerLogin.get(Unknown Source) at com.remedy.arsys.stubs.ServerLogin.getAdmin(Unknown Source) at com.remedy.arsys.stubs.ServerLogin.getAdmin(Unknown Source) at com.remedy.arsys.goat.preferences.ARUserPreferences.loadFromServer(Unkno wn Source) at com.remedy.arsys.goat.preferences.ARUserPreferences.addConfiguredPrefere nces(Unknown Source) at com.remedy.arsys.goat.preferences.ARUserPreferences.init(Unknown Source) at com.remedy.arsys.goat.preferences.ARUserPreferences.getUserPreferences(U nknown Source) at com.remedy.arsys.stubs.SessionData.init(Unknown Source) at com.remedy.arsys.stubs.SessionData.init(Unknown Source) at com.remedy.arsys.session.Login.initSessions(Unknown Source) at com.remedy.arsys.session.Login.establishSession(Unknown Source) at com.remedy.arsys.session.Login.establishSession(Unknown Source) at com.remedy.arsys.stubs.GoatServlet.postInternal(Unknown Source) at com.remedy.arsys.stubs.GoatHttpServlet.doGet(Unknown Source) at javax.servlet.http.HttpServlet.service(HttpServlet.java:689) at javax.servlet.http.HttpServlet.service(HttpServlet.java:802) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(Applica tionFilterChain.java:252) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilt erChain.java:173) at org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValv e.java:213) at org.apache.catalina.core.StandardContextValve.invoke(StandardContextValv e.java:178) at org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java :126) at org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java :105) at org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve. java:107) at org.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:1 48) at org.apache.jk.server.JkCoyoteHandler.invoke(JkCoyoteHandler.java:199) at org.apache.jk.common.HandlerRequest.invoke(HandlerRequest.java:282) at org.apache.jk.common.ChannelSocket.invoke(ChannelSocket.java:754) at org.apache.jk.common.ChannelSocket.processConnection(ChannelSocket.java: 684) at org.apache.jk.common.ChannelSocket$SocketConnection.runIt(ChannelSocket. java:876) at org.apache.tomcat.util.threads.ThreadPool$ControlRunnable.run(ThreadPool .java:684) at java.lang.Thread.run(Unknown Source) Caused by: ERROR (623): Authentication failed; at com.bmc.arsys.api.ProxyJRpcBase.verifyStatus(Unknown Source) at com.bmc.arsys.api.ProxyJRpcBase.verifyStatus(Unknown Source) at com.bmc.arsys.api.ProxyJRpcBase.a(Unknown Source) at com.bmc.arsys.api.ProxyJRpcBase.arCall(Unknown Source) at com.bmc.arsys.api.ProxyJRpc.ARVerifyUser(Unknown Source) at com.bmc.arsys.api.ARServerUser.verifyUser(Unknown Source) ... 32 more Jan 18, 2008 3:02:20 PM - WARNING (com.remedy.log.SERVLET) : Caught GoatException ARERR [623] Authentication failed at com.remedy.arsys.stubs.ServerLogin.init(Unknown Source) at com.remedy.arsys.stubs.ServerLogin.get(Unknown Source) at com.remedy.arsys.stubs.ServerLogin.getAdmin(Unknown Source) at com.remedy.arsys.stubs.ServerLogin.getAdmin(Unknown Source) at com.remedy.arsys.share.ServerInfo.get(Unknown Source) at com.remedy.arsys.stubs.HomeServlet.getHomeForm(Unknown
mid-tier logs- ARERR 623
(StandardHostValve.java :126) at org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java :105) at org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve. java:107) at org.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:1 48) at org.apache.jk.server.JkCoyoteHandler.invoke(JkCoyoteHandler.java:199) at org.apache.jk.common.HandlerRequest.invoke(HandlerRequest.java:282) at org.apache.jk.common.ChannelSocket.invoke(ChannelSocket.java:754) at org.apache.jk.common.ChannelSocket.processConnection(ChannelSocket.java: 684) at org.apache.jk.common.ChannelSocket$SocketConnection.runIt(ChannelSocket. java:876) at org.apache.tomcat.util.threads.ThreadPool$ControlRunnable.run(ThreadPool .java:684) at java.lang.Thread.run(Unknown Source) Caused by: ERROR (623): Authentication failed; at com.bmc.arsys.api.ProxyJRpcBase.verifyStatus(Unknown Source) at com.bmc.arsys.api.ProxyJRpcBase.verifyStatus(Unknown Source) at com.bmc.arsys.api.ProxyJRpcBase.a(Unknown Source) at com.bmc.arsys.api.ProxyJRpcBase.arCall(Unknown Source) at com.bmc.arsys.api.ProxyJRpc.ARVerifyUser(Unknown Source) at com.bmc.arsys.api.ARServerUser.verifyUser(Unknown Source) ... 26 more From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris Sent: Friday, January 18, 2008 1:58 PM To: arslist@ARSLIST.ORG Subject: New mid-tier login problems Hey everyone- Hopefully this will be an easy one for someone... I've got a brand new out of the box installation of 7.1 running and am trying to log in to it via the mid tier, but every user, including Demo, is getting the ARERR [623] Authentication failed error, which makes me think for some reason the Mid-Tier is not pointing at the right server. Logging into the configuration screen though everything looks ok. Anyone have any ideas for what I could be missing? Thanks, Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Sending emails to a Blackberry
Hey all- I know I've seen this discussed before, but can't find anything specifically about it. We have a group Blackberry that is for after hours use by our help desk team. It is set to receive emails from an address which goes to everyone on the help desk. It works when emails are sent from Outlook, but not when sent from Remedy. I tried going to the messages form and sending one directly from there, but still nothing. Is there something special I need to do for it to work? Thanks, Chris Moore ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Sending emails to a Blackberry
Nope-that wasn't it- at least I don't think it was- here's what I did. I went to the messages form and tried sending 2 emails with text in the HTML body tab. The first one I just wrote test and the second I did BODYTest2/BODY. Neither went through. If the plain text emails were this issue, should that have worked, or do I need to set up a template to check it? Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris Sent: Wednesday, January 16, 2008 12:35 PM To: arslist@ARSLIST.ORG Subject: Re: Sending emails to a Blackberry Yes, the address that works from Outlook is the group email address. The emails are plain text, so I'll try sending an HTML one and see what happens. Thanks John! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Reiser, John J Sent: Wednesday, January 16, 2008 12:30 PM To: arslist@ARSLIST.ORG Subject: Re: Sending emails to a Blackberry Chris, Do you receive the email message in Outlook from an address which goes to everyone on the help desk? We had a problem sending email to Verizon cell phones and it turned out to be the way Verizon handled text email. It seems that it worked better as an HTML formatted message. We added an email template and the messages went through. HTH, John J. Reiser Software Development Analyst Remedy Administrator/Developer Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris Sent: Wednesday, January 16, 2008 12:22 PM To: arslist@ARSLIST.ORG Subject: Sending emails to a Blackberry ** Hey all- I know I've seen this discussed before, but can't find anything specifically about it. We have a group Blackberry that is for after hours use by our help desk team. It is set to receive emails from an address which goes to everyone on the help desk. It works when emails are sent from Outlook, but not when sent from Remedy. I tried going to the messages form and sending one directly from there, but still nothing. Is there something special I need to do for it to work? Thanks, Chris Moore __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: Sending emails to a Blackberry-fixed
Hey apparently the MIME thing was unrelated. The problem was at the exchange level. Whoever set up the address said they added the blackberry to that list, but they were dirty, dirty liars. I used the old distro list email on a whim and it worked, both in plain text and HTML. Thanks for the help, and sorry about that! Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W Sent: Wednesday, January 16, 2008 2:21 PM To: arslist@ARSLIST.ORG Subject: Re: Sending emails to a Blackberry I think if you add an attachment to an email the Remedy email engine automatically adds the MIME line From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris Sent: Wednesday, January 16, 2008 1:06 PM To: arslist@ARSLIST.ORG Subject: Re: Sending emails to a Blackberry ** I assume it is since it can receive emails sent from Outlook at the same address. I don't really claim to know much about how email/exchange works though! I did find an old post which said Blackberries email client looks for a line in the header that says This is a multi-part message in MIME format. I'm working on setting up a HTML header with that to see it that works, but am still open to suggestions. Thanks! Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W Sent: Wednesday, January 16, 2008 1:42 PM To: arslist@ARSLIST.ORG Subject: Re: Sending emails to a Blackberry Is the address for the Blackberry an address in your company's Exchange Server? If so then it might be that the Exchange Admins have restricted sending to that address. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris Sent: Wednesday, January 16, 2008 11:46 AM To: arslist@ARSLIST.ORG Subject: Re: Sending emails to a Blackberry ** Nope-that wasn't it- at least I don't think it was- here's what I did. I went to the messages form and tried sending 2 emails with text in the HTML body tab. The first one I just wrote test and the second I did BODYTest2/BODY. Neither went through. If the plain text emails were this issue, should that have worked, or do I need to set up a template to check it? Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris Sent: Wednesday, January 16, 2008 12:35 PM To: arslist@ARSLIST.ORG Subject: Re: Sending emails to a Blackberry Yes, the address that works from Outlook is the group email address. The emails are plain text, so I'll try sending an HTML one and see what happens. Thanks John! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Reiser, John J Sent: Wednesday, January 16, 2008 12:30 PM To: arslist@ARSLIST.ORG Subject: Re: Sending emails to a Blackberry Chris, Do you receive the email message in Outlook from an address which goes to everyone on the help desk? We had a problem sending email to Verizon cell phones and it turned out to be the way Verizon handled text email. It seems that it worked better as an HTML formatted message. We added an email template and the messages went through. HTH, John J. Reiser Software Development Analyst Remedy Administrator/Developer Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris Sent: Wednesday, January 16, 2008 12:22 PM To: arslist@ARSLIST.ORG Subject: Sending emails to a Blackberry ** Hey all- I know I've seen this discussed before, but can't find anything specifically about it. We have a group Blackberry that is for after hours use by our help desk team. It is set to receive emails from an address which goes to everyone on the help desk. It works when emails are sent from Outlook, but not when sent from Remedy. I tried going to the messages form and sending one directly from there, but still nothing. Is there something special I need to do for it to work? Thanks, Chris Moore __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
ITSM 7.1 question
Hey everyone- Our company is one which primarily provides support to other companies. I've been setting everything up in 7.1 and have hit a snag. There is a company to which we provide support. That company has many sub companies. There is basically one woman in charge of all those accounts. I made a company entry for the parent company, and one for each sub company. The parent company is in the organization of the sub companies. I made her record in the parent company, but gave her access to all the sub companies. Most of those sub companies do not have any contacts besides her. If I log in as her to put in a ticket for a sub company, I cannot change the company field to one of them. An administrator cannot change the company after the ticket is created either. Anyone have any idea how do accomplish something like this? I don't want to give her multiple logins for each company. I considered making the sub companies sites rather than separate companies, but you cannot control access by site, only company- though if that's the only way I guess this one company could be an exception. Thanks, Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: CMDB 6.3 error You have no write access to the field DataSet Name
Carey- How do you enable a non-admin user to log filter actions? I did not know such a thing was possible! Thanks, Chris -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Friday, November 16, 2007 2:35 PM To: arslist@ARSLIST.ORG Subject: Re: CMDB 6.3 error You have no write access to the field DataSet Name Chris, Enable a user (non-admin) to turn on Filter logs. Login with the user. Turn on filter AND active link logs. Do the thing that produces the error. Check the log and find the workflow (Active Link or Filter) that does the SET operation that fails. That should not take more than a few minutes to setup and a few minutes to look through the logs. -- 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 Nov 16, 2007 1:33 PM, Moore, Chris [EMAIL PROTECTED] wrote: ** Hey everyone- Administrators don't get this error, it must be a filter because I can't log it as a non-administrator. This is on the form AST:ComputerSystem. If a non-administrator changes, for instance, the serial number and tries to save, they get this error. The field DataSet Name is not on the form and when I did it as an administrator and logged it, that field did not appear in the log. Does anyone know a quick way I can find which form contains that field? Thanks, Chris ___ 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: CMDB 6.3 error You have no write access to the field DataSet Name
Thanks Kelly, Unfortunately we're on Oracle Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gatewood Kelly Sent: Friday, November 16, 2007 2:16 PM To: arslist@ARSLIST.ORG Subject: Re: CMDB 6.3 error You have no write access to the field DataSet Name Chris, if you are on MS SQL server this may help identify the filter. Open Query Analyzer and run the following. select name from filter where filterid in (select filterid from filter_push where assignShort like '%DataSet Name%') and filterid in (select filterid from filter_mapping where schemaid in (select schemaid from arschema where name = 'AST:ComputerSystem')) I hope it helps. Kelly Gatewood From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris Sent: Friday, November 16, 2007 12:34 To: arslist@ARSLIST.ORG Subject: CMDB 6.3 error You have no write access to the field DataSet Name ** Hey everyone- Administrators don't get this error, it must be a filter because I can't log it as a non-administrator. This is on the form AST:ComputerSystem. If a non-administrator changes, for instance, the serial number and tries to save, they get this error. The field DataSet Name is not on the form and when I did it as an administrator and logged it, that field did not appear in the log. Does anyone know a quick way I can find which form contains that field? Thanks, Chris __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
CMDB 6.3 error You have no write access to the field DataSet Name
Hey everyone- Administrators don't get this error, it must be a filter because I can't log it as a non-administrator. This is on the form AST:ComputerSystem. If a non-administrator changes, for instance, the serial number and tries to save, they get this error. The field DataSet Name is not on the form and when I did it as an administrator and logged it, that field did not appear in the log. Does anyone know a quick way I can find which form contains that field? Thanks, Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: CMDB 6.3 error You have no write access to the field DataSet Name
Wow- I can't believe I've been doing this as long as I have and didn't know about that Thanks a lot- this will be a huge help! Chris -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Friday, November 16, 2007 3:02 PM To: arslist@ARSLIST.ORG Subject: Re: CMDB 6.3 error You have no write access to the field DataSet Name Chris, In the Admin tool Connect to and select the server of interest.. File(menu) -- Server Information(Item) -- Log Files (Tab) There is a setting Client-Side Logging Group. Set this to a Group (AKA: Group form entry) that you want to allow to do client side logs. (Filter/API/SQL) Make sure the user of interest is part of that group. Have the user re-login to the server (if you change there 'Group List' or the server setting was changed. Note: I am not sure if a server restart/parse config is needed after the server side change or not. I think not, but I could be wrong.) and in the User tool go to ... Tools(menu)--Options(Item) -- Logging(Tab) And now that user (and any member of that group) should be able to enable the three Server check boxes for log files for their session. (API/Database[SQL]/Filter) I use a group that is only used for this function. (So I never have to change the server setting.) I also suggest not leaving users with this ability. There are details in those logs that they do not need, want or in some hopefully more rare cases, even should be prevented from having access too. So only do this sparingly, and maybe better done with a test account that only administrators control. 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 Nov 16, 2007 2:37 PM, Moore, Chris [EMAIL PROTECTED] wrote: Carey- How do you enable a non-admin user to log filter actions? I did not know such a thing was possible! Thanks, Chris ___ 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
Last modified date not updating correctly in admin client
Hey list- This is nothing major, just something I happened to notice today. If you alter a form in the admin client and close it without saving, you get a 'save before closing?' prompt. If you choose to save it from there, the form will save but the last modified date in the object list will not change. Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Last modified date not updating correctly in admin client
Admin client 7.1 that is. Oacle 10g DB. From: Moore, Chris Sent: Thursday, October 18, 2007 4:56 PM To: 'arslist@ARSLIST.ORG' Subject: Last modified date not updating correctly in admin client Hey list- This is nothing major, just something I happened to notice today. If you alter a form in the admin client and close it without saving, you get a 'save before closing?' prompt. If you choose to save it from there, the form will save but the last modified date in the object list will not change. Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: vertical navigation field
Thanks Stephen! I though I was crazy not finding an option in the admin tool for it. Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Stephen Earl Sent: Friday, October 12, 2007 11:06 AM To: arslist@ARSLIST.ORG Subject: Re: vertical navigation field ** Hi Chris, The only way to change the colours and properties of a vertical navigation field is via the the local arsystem.css file on the client machine for the user tool or via the css files on mid-tier. Currently there is no way to change colours/fonts etc... via change fields actions or admin tool defined preferences Stephen On 12/10/2007, Moore, Chris [EMAIL PROTECTED] wrote: ** Hey everyone- I'm sure I am simply overlooking something fairly obvious, but how do you change the colors for the out of the box navigation fields in the 7 apps?I saw the following in the help document: Remember the following workflow considerations when building workflow for navigation fields: * You cannot define one navigation field that is shared across several forms. To overcome this limitation, you can create common workflow for the navigation fields on several forms. * You can show or hide individual navigation field items or the entire field. * You can enable and disable items on a navigation field. * You cannot set focus or change the label, color, or font on a navigation field. * You can set workflow to fire on a leaf node when it is selected, but workflow cannot fire on parent nodes But that seems to be via a 'change fields' action. Again, sorry if this is really obvious! Thanks! Chris Moore __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
vertical navigation field
Hey everyone- I'm sure I am simply overlooking something fairly obvious, but how do you change the colors for the out of the box navigation fields in the 7 apps?I saw the following in the help document: Remember the following workflow considerations when building workflow for navigation fields: * You cannot define one navigation field that is shared across several forms. To overcome this limitation, you can create common workflow for the navigation fields on several forms. * You can show or hide individual navigation field items or the entire field. * You can enable and disable items on a navigation field. * You cannot set focus or change the label, color, or font on a navigation field. * You can set workflow to fire on a leaf node when it is selected, but workflow cannot fire on parent nodes But that seems to be via a 'change fields' action. Again, sorry if this is really obvious! Thanks! Chris Moore ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Attention people licensing 7.1 on a Linux server
Hey David- thanks for the follow-up. We don't have a defect ID. The tech we were on the phone with included a note he would be looking into the issue. Here is the work note he put in after our webex: Phone Call - Outbound to BOB MILLER Held a Webex with Bob Miller, Charles and Chris. Charles and Chris are the engineers while Bob is the project manager. Charles showed me the error he was getting whenever he applied the licenses using the User Tool. He told me that they were getting this error regardless of the license they tried to apply. Sudipta from the licensing support team had provided them a temporary license and even this one did not work. This was a new Red Hat Linux server, where they installed AR Server 7.1. I told Chris that I was able to successfully applied a license on a Redhat Linux, but I had used the Admin on 7.0.1 tool to do this. He said he had tried the Admin tool on 6.3 an dhad gotten the same error. He then quicly installed the 7.0.1 Admin tool and applied the license and sure enough it worked! He then went and applied the permanant non-expiring license and that also worked just fine. Interesting!! They were happy in getting the server license, there were a couple more questions and I told them I would provide them information on the following issues. 1. On the Admin licenses window (form), why does the format show 6.0? What does this mean? 2. Why doesn't the 7.1 User tool work for applying the license? I was going to try it and see if I got the same error. Get back to them with these answers. The issue number was ISS03180336. If you got it to work using the 7.1 user client then I suppose we still have an issue that could be specific to us, but with a work around of using the older admin tool. Chris Moore From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Easter, David Sent: Friday, October 05, 2007 12:48 PM To: arslist@ARSLIST.ORG Subject: Re: Attention people licensing 7.1 on a Linux server FYI, I followed up with development on this issue and we couldn't duplicate it in house. Adding or upgrading a valid license (i.e. not expired) through the Administration Console to an AR System 7.1.00 server running on Linux worked just fine. Do you have a defect number logged against your issue? I'd like to ensure that the information you posted applies to all customers or perhaps identify that this was a unique situation for you. Thanks, -David J. Easter Sr. Product Manager, Service Management Business Unit BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carpenter, Michael Sent: Friday, September 28, 2007 2:45 PM To: arslist@ARSLIST.ORG Subject: Re: Attention people licensing 7.1 on a Linux server ** Chris, I also saw your previous post about this issue. We had the same issue you described with the key is not valid for this server followed by the BMC Software hereby grants licensee... messages except we are running Windows 2003 Server and SQL Server 2005. It turned out that when we purged our license from our old 6.3 server, the new license generated for our 7.1 server showed the Number of Licenses as 3. BMC Support regenerated our license key with Number of Licenses as 1 and it worked just fine. Michael Carpenter From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris Sent: Friday, September 28, 2007 9:28 AM To: arslist@ARSLIST.ORG Subject: Attention people licensing 7.1 on a Linux server ** We've had an issue open with BMC for a couple of weeks now because we could not get a license applied on our Red Hat 5 server. As you know, you have to use the User tool to apply licenses in 7.1. We'd input the information, get a warning that the key was not valid for the server, then a conformation that BMC herby grants use of... making it look like it was accepted. We found out it wasn't when we tried to install Incident and the def file for City was failing because of the 2000 max record limitation. BMC sent a few different keys, none of which worked. Today, a BMC rep asked if we had tried using the admin tool to apply the licenses. I told him I had tried our 6.3 admin tool and got the same error. He said he had done it with the 7.0.1 admin tool and it worked, so we downloaded it and they took. Apparently there is some sort of bug with Linux servers and the user tool licensing. If anyone is planning to upgrade to 7.1 on a Linux server
Re: Why does this set fields action fail? Resolved
Thanks for everyone who responded! I tried Norm's last suggestion first and it worked- 'Product' LIKE $Product$ + % Also, thanks for the explanation Joe! Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of L. J. Head Sent: Tuesday, October 02, 2007 4:50 PM To: arslist@ARSLIST.ORG Subject: Re: Why does this set fields action fail? That's what this one will do...it will produce 'Product' LIKE ValueInProduct% From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Tuesday, October 02, 2007 2:26 PM To: arslist@ARSLIST.ORG Subject: Re: Why does this set fields action fail? ** That may not work as it appears you need a quote on both sides of $Product$ after it resolves your operation. Joe D'Souza -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of L. J. Head Sent: Tuesday, October 02, 2007 4:14 PM To: arslist@ARSLIST.ORG Subject: Re: Why does this set fields action fail? How bout 'Product' LIKE + $Product$ + % -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris Sent: Tuesday, October 02, 2007 1:32 PM To: arslist@ARSLIST.ORG Subject: Re: Why does this set fields action fail? It turned that into ( 'Product' LIKE + $Product$) + % when I modified the action. Trying it on the form, after selecting mdClassifieds from the list, it put 'Product' LIKE mdClassifieds% in the hidden field and the query isn't returning anything. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Tuesday, October 02, 2007 3:25 PM To: arslist@ARSLIST.ORG Subject: Re: Why does this set fields action fail? Woops! I mistyped. Try this: 'Product' LIKE + $Product$ + % -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris Sent: Tuesday, October 02, 2007 2:17 PM To: arslist@ARSLIST.ORG Subject: Re: Why does this set fields action fail? Hey Norm, thanks for the response. Trying that gives me the following error: Unexpected character (AERR 2291) mdwAllTicketQualification [Assign line error at position 0] I was thinking since it's a string I had to use the double quotes, but there must be some special way to format it. ARS 6.3 but 7.1 clients, BTW. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Tuesday, October 02, 2007 3:07 PM To: arslist@ARSLIST.ORG Subject: Re: Why does this set fields action fail? Don't put the quotes around the field names. Like this: 'Product' LIKE $Product$ + % Instead of this: 'Product' LIKE $Product$ + % -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris Sent: Tuesday, October 02, 2007 1:59 PM To: arslist@ARSLIST.ORG Subject: Why does this set fields action fail? ** Hey everyone- Hopefully this will be a simple question for someone! I made a display only form to act as sort of a QM control panel. There is a form on our system called AllTickets which contains basic information on all types of tickets- ID, Summary, Status, etc. The form I made has a table and 2 character fields with menus that correspond to fields on AllTickets. The idea is that users can select an item from the menu and get a list of all records on AllTickets that match. Once the user chooses a menu item, an active link sets a hidden field (mdwAllTicketQualification/mdwAllTicketQualificationRelease) for a qualification for the table. The table qualification is (EXTERNAL( $mdwAllTicketQualification$)) AND (EXTERNAL($mdwAllTicketQualificationRelease$)) AND ( 'mdwLISTTicketNumber' LIKE ( QM + % )) AND ( 'mdwLISTStatus' != Closed ) AND ( 'mdwLISTStatus' != Resolved ) AND ( 'mdwLISTStatus' != Rejected ) AND ( 'mdwLISTStatus' != Canceled ) This works fine if I use an exact match: 'Product' LIKE $Product$ or 'Release' LIKE $Release$. However, we have a product called Classified. There are several versions, stored as Classifieds 2.x for example, so I want to be able to use wildcards. If I paste 'Product' LIKE $Product$ + % directly into mdwAllTicketQualification, it does what I want it to do and returns all records that start with Classifieds, but if I try and get an active link to set 'Product' LIKE $Product$ + % into the field, I get an error that says Data values are not appropriate for arithmetic operation. Apparently it's treating the % like a literal character. What do I have to do to get that string set into the field? I hope this is clear- let me know if you need clarification on the process
Why does this set fields action fail?
Hey everyone- Hopefully this will be a simple question for someone! I made a display only form to act as sort of a QM control panel. There is a form on our system called AllTickets which contains basic information on all types of tickets- ID, Summary, Status, etc. The form I made has a table and 2 character fields with menus that correspond to fields on AllTickets. The idea is that users can select an item from the menu and get a list of all records on AllTickets that match. Once the user chooses a menu item, an active link sets a hidden field (mdwAllTicketQualification/mdwAllTicketQualificationRelease) for a qualification for the table. The table qualification is (EXTERNAL( $mdwAllTicketQualification$)) AND (EXTERNAL( $mdwAllTicketQualificationRelease$)) AND ( 'mdwLISTTicketNumber' LIKE ( QM + % )) AND ( 'mdwLISTStatus' != Closed ) AND ( 'mdwLISTStatus' != Resolved ) AND ( 'mdwLISTStatus' != Rejected ) AND ( 'mdwLISTStatus' != Canceled ) This works fine if I use an exact match: 'Product' LIKE $Product$ or 'Release' LIKE $Release$. However, we have a product called Classified. There are several versions, stored as Classifieds 2.x for example, so I want to be able to use wildcards. If I paste 'Product' LIKE $Product$ + % directly into mdwAllTicketQualification, it does what I want it to do and returns all records that start with Classifieds, but if I try and get an active link to set 'Product' LIKE $Product$ + % into the field, I get an error that says Data values are not appropriate for arithmetic operation. Apparently it's treating the % like a literal character. What do I have to do to get that string set into the field? I hope this is clear- let me know if you need clarification on the process. Thanks, Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Why does this set fields action fail?
Hey Norm, thanks for the response. Trying that gives me the following error: Unexpected character (AERR 2291) mdwAllTicketQualification [Assign line error at position 0] I was thinking since it's a string I had to use the double quotes, but there must be some special way to format it. ARS 6.3 but 7.1 clients, BTW. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Tuesday, October 02, 2007 3:07 PM To: arslist@ARSLIST.ORG Subject: Re: Why does this set fields action fail? Don't put the quotes around the field names. Like this: 'Product' LIKE $Product$ + % Instead of this: 'Product' LIKE $Product$ + % -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris Sent: Tuesday, October 02, 2007 1:59 PM To: arslist@ARSLIST.ORG Subject: Why does this set fields action fail? ** Hey everyone- Hopefully this will be a simple question for someone! I made a display only form to act as sort of a QM control panel. There is a form on our system called AllTickets which contains basic information on all types of tickets- ID, Summary, Status, etc. The form I made has a table and 2 character fields with menus that correspond to fields on AllTickets. The idea is that users can select an item from the menu and get a list of all records on AllTickets that match. Once the user chooses a menu item, an active link sets a hidden field (mdwAllTicketQualification/mdwAllTicketQualificationRelease) for a qualification for the table. The table qualification is (EXTERNAL( $mdwAllTicketQualification$)) AND (EXTERNAL( $mdwAllTicketQualificationRelease$)) AND ( 'mdwLISTTicketNumber' LIKE ( QM + % )) AND ( 'mdwLISTStatus' != Closed ) AND ( 'mdwLISTStatus' != Resolved ) AND ( 'mdwLISTStatus' != Rejected ) AND ( 'mdwLISTStatus' != Canceled ) This works fine if I use an exact match: 'Product' LIKE $Product$ or 'Release' LIKE $Release$. However, we have a product called Classified. There are several versions, stored as Classifieds 2.x for example, so I want to be able to use wildcards. If I paste 'Product' LIKE $Product$ + % directly into mdwAllTicketQualification, it does what I want it to do and returns all records that start with Classifieds, but if I try and get an active link to set 'Product' LIKE $Product$ + % into the field, I get an error that says Data values are not appropriate for arithmetic operation. Apparently it's treating the % like a literal character. What do I have to do to get that string set into the field? I hope this is clear- let me know if you need clarification on the process. Thanks, Chris __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Why does this set fields action fail?
It turned that into ( 'Product' LIKE + $Product$) + % when I modified the action. Trying it on the form, after selecting mdClassifieds from the list, it put 'Product' LIKE mdClassifieds% in the hidden field and the query isn't returning anything. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Tuesday, October 02, 2007 3:25 PM To: arslist@ARSLIST.ORG Subject: Re: Why does this set fields action fail? Woops! I mistyped. Try this: 'Product' LIKE + $Product$ + % -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris Sent: Tuesday, October 02, 2007 2:17 PM To: arslist@ARSLIST.ORG Subject: Re: Why does this set fields action fail? Hey Norm, thanks for the response. Trying that gives me the following error: Unexpected character (AERR 2291) mdwAllTicketQualification [Assign line error at position 0] I was thinking since it's a string I had to use the double quotes, but there must be some special way to format it. ARS 6.3 but 7.1 clients, BTW. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Tuesday, October 02, 2007 3:07 PM To: arslist@ARSLIST.ORG Subject: Re: Why does this set fields action fail? Don't put the quotes around the field names. Like this: 'Product' LIKE $Product$ + % Instead of this: 'Product' LIKE $Product$ + % -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris Sent: Tuesday, October 02, 2007 1:59 PM To: arslist@ARSLIST.ORG Subject: Why does this set fields action fail? ** Hey everyone- Hopefully this will be a simple question for someone! I made a display only form to act as sort of a QM control panel. There is a form on our system called AllTickets which contains basic information on all types of tickets- ID, Summary, Status, etc. The form I made has a table and 2 character fields with menus that correspond to fields on AllTickets. The idea is that users can select an item from the menu and get a list of all records on AllTickets that match. Once the user chooses a menu item, an active link sets a hidden field (mdwAllTicketQualification/mdwAllTicketQualificationRelease) for a qualification for the table. The table qualification is (EXTERNAL( $mdwAllTicketQualification$)) AND (EXTERNAL( $mdwAllTicketQualificationRelease$)) AND ( 'mdwLISTTicketNumber' LIKE ( QM + % )) AND ( 'mdwLISTStatus' != Closed ) AND ( 'mdwLISTStatus' != Resolved ) AND ( 'mdwLISTStatus' != Rejected ) AND ( 'mdwLISTStatus' != Canceled ) This works fine if I use an exact match: 'Product' LIKE $Product$ or 'Release' LIKE $Release$. However, we have a product called Classified. There are several versions, stored as Classifieds 2.x for example, so I want to be able to use wildcards. If I paste 'Product' LIKE $Product$ + % directly into mdwAllTicketQualification, it does what I want it to do and returns all records that start with Classifieds, but if I try and get an active link to set 'Product' LIKE $Product$ + % into the field, I get an error that says Data values are not appropriate for arithmetic operation. Apparently it's treating the % like a literal character. What do I have to do to get that string set into the field? I hope this is clear- let me know if you need clarification on the process. Thanks, Chris __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Attention people licensing 7.1 on a Linux server
We've had an issue open with BMC for a couple of weeks now because we could not get a license applied on our Red Hat 5 server. As you know, you have to use the User tool to apply licenses in 7.1. We'd input the information, get a warning that the key was not valid for the server, then a conformation that BMC herby grants use of... making it look like it was accepted. We found out it wasn't when we tried to install Incident and the def file for City was failing because of the 2000 max record limitation. BMC sent a few different keys, none of which worked. Today, a BMC rep asked if we had tried using the admin tool to apply the licenses. I told him I had tried our 6.3 admin tool and got the same error. He said he had done it with the 7.0.1 admin tool and it worked, so we downloaded it and they took. Apparently there is some sort of bug with Linux servers and the user tool licensing. If anyone is planning to upgrade to 7.1 on a Linux server, remember to keep a copy of the 7.0.1 admin tool around until there's a patch for this. Chris Moore ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Transferring a Server license
Hey everyone- This is probably something fairly simple that just isn't clearly explained on the support site. We want to take a license off our current dev server and put one on a brand new server that we are doing a fresh installation on. I did a purge request where I supplied the old license key and the new host ID. I got a new key via email fairly quickly, but when I applied it I got the warning ARWARN [469] Warning, this key is not valid for this server. The preceding message occurred during the execution of active link AR System Licenses Console:Update License -- action 1. (ARNOTE 1101) After clicking OK the normal BMC Software herby grants... popup appeared. Our old license was for 6.3, and we are doing an install now of 7.1. We are on RHEL 5 and DB is Oracle 10g. There is no upgrade going on, everything is a fresh out of the box install. Thanks for any help with this! Chris Moore ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Transferring a Server license
Hey Dylan and David, thanks for the responses. I tried cycling the servers and still got the error/warning, so I did an export of the license file from the old server and imported it to the new server, per instructions from BMC. I changed the key to the new one I got from the purge/transfer but still got the same warning. I just sent them my license file- hopefully they can straighten it out. Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Wheeler, Dylan Sent: Friday, September 21, 2007 12:28 PM To: arslist@ARSLIST.ORG Subject: Re: Transferring a Server license There is a different license schema between 6.3 and 7.x Did you do a purge or an upgrade? I know it's kinda screwy, we went through the same problem. Upgrading and changing a server at the same time isn't the easiest. We just had our support people take care of it with BMC. I would take that new 6.3 license key from the purge and put it in a .lic file then send it for upgrade to BMC. They will convert it over to a 7.x license and you should be good to go. Dylan -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris Sent: Friday, September 21, 2007 8:12 AM To: arslist@ARSLIST.ORG Subject: Transferring a Server license ** Hey everyone- This is probably something fairly simple that just isn't clearly explained on the support site. We want to take a license off our current dev server and put one on a brand new server that we are doing a fresh installation on. I did a purge request where I supplied the old license key and the new host ID. I got a new key via email fairly quickly, but when I applied it I got the warning ARWARN [469] Warning, this key is not valid for this server. The preceding message occurred during the execution of active link AR System Licenses Console:Update License -- action 1. (ARNOTE 1101) After clicking OK the normal BMC Software herby grants... popup appeared. Our old license was for 6.3, and we are doing an install now of 7.1. We are on RHEL 5 and DB is Oracle 10g. There is no upgrade going on, everything is a fresh out of the box install. Thanks for any help with this! Chris Moore __20060125___This posting was submitted with HTML in it___ This message and any attachments are for the intended recipient(s) only and may contain privileged, confidential and/or proprietary information about Downey Savings or its customers, which Downey Savings does not intend to disclose to the public. If you received this message by mistake, please notify the sender by reply e-mail and delete the message and attachments. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Anyone tried installing 7.1 + apps on a RHEL 5 server?
Hey all- We have a ticket open with BMC but have not gotten a response back yet. While RHEL 5 is supposed to be a supported platform with 7.1, we're having some problems with our install. The first thing we ran across was a syntax error when an install script for ARServer was doing a version check of the OS. Apparently it was looking for a 3 digit version number and RHEL returned a 4 digit one. We got around this by changing the script to reflect our version number was good, but it shows that the script could not have been tested on RHEL 5. Now we're trying to install the apps, and while the install says it has completed, there are errors all over the place. The worst is the one we have opened the ticket against. Here's what we sent them, minus the attachments which I can provide to anyone who would like to see them. Our installation of Incident Response is failing on many definition imports when we review the output in RemedyIncidentManagement.html file (attached). Also, there are a number of errors seen in the output of the script that indicate problems with memory allocation, followed by a dump of a memory map. Possible error:Continue waiting? [y] *** glibc detected *** ./arplugin: double free or corruption (out): 0x04246278 *** Could this be a library conflict with RHEL 5? Here are the glibc libraries I have installed on the server: [EMAIL PROTECTED] ~]# rpm -qa | grep glibc glibc-common-2.5-12 glibc-headers-2.5-12 compat-glibc-headers-2.3.4-2.26 glibc-2.5-12 glibc-devel-2.5-12 compat-glibc-2.3.4-2.26 I have also attached the list of all rpm packages installed (output of rpm -qa) to help in reproducing the problem. kernel info: $ uname -a Linux dev001 2.6.18-8.1.8.el5 #1 SMP Mon Jun 25 17:06:19 EDT 2007 i686 i686 i386 GNU/Linux It seems to us that the scripts are simply broken. Has anyone actually gotten 7.1 and the apps installed on RHEL 5? We are installing as ROOT and the DB is Oracle 10g. Thanks, Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Error log from install- successful install with a lot of failures ok?
Hey everyone- Today we installed Incident on a 7.1 server, OS RHEL 5 and DB Oracle 10g. The application successfully installed according to the script, but in the text of the error log we saw a lot of things like the following. Is this something to be concerned about? I logged in and things appear to be ok, but it is a totally un-configured system with no data at all, so I can't test workflow. In a nutshell, there's a lot of red Faileds. The entire log is too long to send to the list, but here's an example. Thanks! Chris Moore Results from loading application tms Thu Sep 13 10:03:43 2007 Component tms 1. /opt/remedy/dev001/incident/ar/tms/workflow/en/./tms_deplapp.def: Failed 2. /opt/remedy/dev001/incident/ar/tms/workflow/en/./SHRSHR_menu.def: Success 3. /opt/remedy/dev001/incident/ar/tms/workflow/en/./TMS_menu.def: Failed 4. /opt/remedy/dev001/incident/ar/tms/workflow/en/./INTEG_SHRSHR_APR%Altern ate2.def: Failed 5. /opt/remedy/dev001/incident/ar/tms/workflow/en/./INTEG_SHRSHR_AST%Purcha seLineItem2.def: Failed .. Component Summary tms Successful def files: 3 Failed def files: 60 Skipped status def files : 0 Successful cfg data files: 22 Failed cfg data files: 12 Skipped status cfg data files : 0 Successful sample data files: 0 Failed sample data files: 0 Skipped status sample data files : 0 Worst definition file import rc: 2 Worst config data import rc: 1025 Worst sample data import rc: 0 Worst rc for the component: 1025 Application Summary Successful def files: 3 Failed def files: 60 Skipped status def files : 0 Successful cfg data files: 22 Failed cfg data files: 12 Skipped status cfg data files : 0 Successful sample data files: 0 Failed sample data files: 0 Skipped status sample data files : 0 Worst definition file import rc: 2 Worst config data import rc: 1025 Worst sample data import rc: 0 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Error log from install- successful install with a lot of failures ok?
Thanks Joe and Drew for the responses! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Thursday, September 13, 2007 4:30 PM To: arslist@ARSLIST.ORG Subject: Re: Error log from install- successful install with a lot of failures ok? Since you are saying its a fresh install, I would roll back and install the application again? If that is not a possibility you can manually try importing the def files. I would FTP the files from the path you see on your logs to a local windows machine with the Admin tool installed, and import these def files. Problem with that though is if there were failed .arx files that had to be imported into the forms, you will have to do that manually too. So basically if its a fresh install I would scratch it off and reinstall.. After installing the AR Server though, put the server in a 'Development Cache Mode'. This may eliminate any timeouts caused during the install, thus minimizing such errors. Also make sure you have sufficient data and temp space in your database for the ARSYSTEM database. Cheers Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Moore, Chris Sent: Thursday, September 13, 2007 4:16 PM To: arslist@ARSLIST.ORG Subject: Error log from install- successful install with a lot of failures ok? ** Hey everyone- Today we installed Incident on a 7.1 server, OS RHEL 5 and DB Oracle 10g. The application successfully installed according to the script, but in the text of the error log we saw a lot of things like the following. Is this something to be concerned about? I logged in and things appear to be ok, but it is a totally un-configured system with no data at all, so I can't test workflow. In a nutshell, there's a lot of red Faileds. The entire log is too long to send to the list, but here's an example. Thanks! Chris Moore Results from loading application tms Thu Sep 13 10:03:43 2007 Component tms 1. /opt/remedy/dev001/incident/ar/tms/workflow/en/./tms_deplapp.def: Failed 2. /opt/remedy/dev001/incident/ar/tms/workflow/en/./SHRSHR_menu.def: Success 3. /opt/remedy/dev001/incident/ar/tms/workflow/en/./TMS_menu.def: Failed 4. /opt/remedy/dev001/incident/ar/tms/workflow/en/./INTEG_SHRSHR_APR%Altern ate2.def: Failed 5. /opt/remedy/dev001/incident/ar/tms/workflow/en/./INTEG_SHRSHR_AST%Purcha seLineItem2.def: Failed .. Component Summary tms Successful def files: 3 Failed def files: 60 Skipped status def files : 0 Successful cfg data files: 22 Failed cfg data files: 12 Skipped status cfg data files : 0 Successful sample data files: 0 Failed sample data files: 0 Skipped status sample data files : 0 Worst definition file import rc: 2 Worst config data import rc: 1025 Worst sample data import rc: 0 Worst rc for the component: 1025 Application Summary Successful def files: 3 Failed def files: 60 Skipped status def files : 0 Successful cfg data files: 22 Failed cfg data files: 12 Skipped status cfg data files : 0 Successful sample data files: 0 Failed sample data files: 0 Skipped status sample data files : 0 Worst definition file import rc: 2 Worst config data import rc: 1025 Worst sample data import rc: 0 __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
7.1 available today?
Has anyone heard if 7.1 will be out today for sure? Right now I'm still seeing 7.0.1 on the product download page. Chris Moore ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Submitting a record with a read license
Hey everyone- It's my understanding that anyone with a login should be able to submit a record without having a floating license. However, I have created a form and when people who only have a read license try and submit it, they get an error. Do they need to have a floating license that just doesn't get consumed? Submitter mode is set to Locked. ARS 6.3 Oracle 10g RHEL server Thanks, Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Submitting a record with a read license
Nope, not on a single one Should that do it? Thanks for the response- Chris -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr OC-ALC/ITMA Sent: Monday, August 27, 2007 2:09 PM To: arslist@ARSLIST.ORG Subject: Re: Submitting a record with a read license Do you have Allow any user to submit checked on each field in which they are trying to enter data? Thanks, Gary Opela, Jr Sr. Remedy Developer Leader Communications, Inc. 405 736 3211 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris Sent: Monday, August 27, 2007 1:04 PM To: arslist@ARSLIST.ORG Subject: Submitting a record with a read license ** Hey everyone- It's my understanding that anyone with a login should be able to submit a record without having a floating license. However, I have created a form and when people who only have a read license try and submit it, they get an error. Do they need to have a floating license that just doesn't get consumed? Submitter mode is set to Locked. ARS 6.3 Oracle 10g RHEL server Thanks, Chris __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Submitting a record with a read license
Thanks everyone- I'll let you know if there are any further problems! Chris -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr OC-ALC/ITMA Sent: Monday, August 27, 2007 2:14 PM To: arslist@ARSLIST.ORG Subject: Re: Submitting a record with a read license Yes, in order for a user without a license to submit a ticket, you must have all fields in which they will be entering data marked as Allow any user to submit. You must also have submitter mode locked (which you have). If you still get errors after that, please post the error message to the list so we can get a better idea. The messages, although vague, sometimes can clue us in on what is going unexpected. Thanks, Gary Opela, Jr Sr. Remedy Developer Leader Communications, Inc. 405 736 3211 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris Sent: Monday, August 27, 2007 1:11 PM To: arslist@ARSLIST.ORG Subject: Re: Submitting a record with a read license Nope, not on a single one Should that do it? Thanks for the response- Chris -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr OC-ALC/ITMA Sent: Monday, August 27, 2007 2:09 PM To: arslist@ARSLIST.ORG Subject: Re: Submitting a record with a read license Do you have Allow any user to submit checked on each field in which they are trying to enter data? Thanks, Gary Opela, Jr Sr. Remedy Developer Leader Communications, Inc. 405 736 3211 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris Sent: Monday, August 27, 2007 1:04 PM To: arslist@ARSLIST.ORG Subject: Submitting a record with a read license ** Hey everyone- It's my understanding that anyone with a login should be able to submit a record without having a floating license. However, I have created a form and when people who only have a read license try and submit it, they get an error. Do they need to have a floating license that just doesn't get consumed? Submitter mode is set to Locked. ARS 6.3 Oracle 10g RHEL server Thanks, Chris __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
New version release date
Hi- Anyone know what the release date for the new version is? I know it's supposed to be this month sometime, but I looked around on the site, and couldn't find anything about it. Thanks! Chris Moore ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: New version release date
Now you tell me now that I've almost finished downloading all the current version files! I'll hold off on our install until tomorrow I guess! :-) From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Easter, David Sent: Thursday, August 09, 2007 2:18 PM To: arslist@ARSLIST.ORG Subject: Re: New version release date I will be posting a detailed message within the next 24 hours on this topic. Stay tuned. -David J. Easter Sr. Product Manager, Service Management Business Unit BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris Sent: Thursday, August 09, 2007 7:17 AM To: arslist@ARSLIST.ORG Subject: New version release date ** Hi- Anyone know what the release date for the new version is? I know it's supposed to be this month sometime, but I looked around on the site, and couldn't find anything about it. Thanks! Chris Moore __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
Default attachment on New form
I've been asked to place a document on a custom form I've built on a 6.3 install. Basically, I would like to know if there is a way to have a default value added to an attachment field, so that the attachment is on the form when opened in New mode. ARS ITSM Customized 6.3 Oracle 10g RHEL server Thanks for any help! Chris Moore ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Default attachment on New form
Hi Stephen- thanks for the response! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Heider, Stephen Sent: Thursday, August 09, 2007 3:29 PM To: arslist@ARSLIST.ORG Subject: Re: Default attachment on New form Chris, The PERFORM-ACTION-ADD-ATTACHMENT command in an active link would work. The file that you want to attach would either need to be accessible to the user logged in (ie. a network share \\server\folder\file.doc), or use a Set Fields command to pull the file from a regular from. This copies the file to the user's %TMP% folder (in WUT). Once on the user's computer you would use the above command to set it to the attachment field on the form. Stephen From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris Sent: Thursday, August 09, 2007 3:20 PM To: arslist@ARSLIST.ORG Subject: Default attachment on New form I've been asked to place a document on a custom form I've built on a 6.3 install. Basically, I would like to know if there is a way to have a default value added to an attachment field, so that the attachment is on the form when opened in New mode. ARS ITSM Customized 6.3 Oracle 10g RHEL server Thanks for any help! Chris Moore __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
Simple way to add print to a dialog?
Hey everyone- I'm looking for a simple way to add a print button/function to a dialog form (work history on ISS tickets on 6.3) without doing all the workflow to run a report to send to the printer...is there a simple way that I'm missing? Linux server, Oracle 10g DB. Thanks, Chris Moore ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Report on Results (UNCLASSIFIED)
When I had to do something like this, here's what I did. I'm sure there are better ways. I created an Advanced Search form that could do a key word search across all ticket types, so I was searching one form from another. Put a hidden character field on the form. For each field that's not $NULL$, put 'FIELD1' LIKE (% + $FIELD1$ +%) AND into the character field. Basically, your run if is FIELD1' != $NULL$, and do a set fields to the hidden field. Repeat this for all your searchable fields, setting them all to increasing execution order numbers. The final active link can strip out that final AND thusly: LEFT($Search Criteria$, LENGTH($Search Criteria$) - 4) You can push the results to run your report, or display them on a table on the form. Like I said, I'm sure someone has a better way, but this worked for me. Chris Moore -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Friday, August 03, 2007 1:15 PM To: arslist@ARSLIST.ORG Subject: Re: Report on Results (UNCLASSIFIED) Thanks for the response. The problem is that I don't know what the qualification is. The users may use the advanced search bar, or type directly into the fields. Is there some way to pull the qualification used to get the current results? Thanks again Les Ganton Classification: UNCLASSIFIED Caveats: NONE Typically, this is done with an Open Window (Report) active link, and you can pass the search criteria to the Qualification line for the report. Note: Often when I try this method, the report generation will produce an error, Error occurred while generating report. But this is a local issue with my ARS and Crystal versions. Your mileage may vary. Michael W. Luttmann Sr. Remedy Developer Fort Carson DOIM -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Friday, August 03, 2007 8:02 AM To: arslist@ARSLIST.ORG Subject: Report on Results Hey folks, Hopefully this is an easy question. I have a form. Users open the form in search, enter criteria directly into the fields, hit search and get a bunch of results. I want to add a Crystal Report to the report form, call it from a button on the search form and somehow send the same search criteria to the report that the users entered. Is this possible? Perhaps a secret run process command that is not documented in clear site? Thanks Les Ganton ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are Classification: UNCLASSIFIED Caveats: NONE ___ 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: Question: F5 Equivilent
As far as I know, you will either have to right click-refresh or you can add a refresh button/active link to do it. Chris Moore -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Thursday, July 26, 2007 10:57 AM To: arslist@ARSLIST.ORG Subject: Re: Question: F5 Equivilent Thanks Gary. What I was actually looking for was to refresh the results pane list itself (top half of the screen). T. Quoting Opela, Gary L Contr OC-ALC/ITMA [EMAIL PROTECTED]: You can add a 'Results List' field to your form by right-clicking on your form and the selecting Results List from the menu, just like adding any other field. Then you can use an active link to refresh that table, and I believe it will do what you want. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Thursday, July 26, 2007 9:49 AM To: arslist@ARSLIST.ORG Subject: Question: F5 Equivilent Good morning. I was wondering if someone knew how I can do the equivilent of an F5 on Usertool in a modify window from within workflow? Thanks. T. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Remedy on Red Hat 5
Hey everyone- we're about to build a new box and are also in the process of upgrading our server OSs to RH5. According to the compatibility matrix, Remedy will work on RH4, but there is no mention of 5. From what we can figure, the principle difference between RH4 and RH5 would be in the various applications, and as long as the kernels were compatible, it should be fine. Does anyone have any insights into this? Are we right to bet on RH5 working fine? Thanks, Chris Moore ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Error 297: Admin released license too recently
In the admin tool, highlight your server, go to File-Server information, then the Timeouts tab. You can set it to release after one hour, but that's as low as you can go. Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Durrant, Michael M. - ITSD Sent: Thursday, July 12, 2007 11:45 AM To: arslist@ARSLIST.ORG Subject: Error 297: Admin released license too recently I can only release a license every 2 hours??? Is there somewhere I can change this??? Extremely frustrated... Thanks in advance, Michael The information contained in this email may be privileged, confidential or otherwise protected from disclosure. All persons are advised that they may face penalties under state and federal law for sharing this information with unauthorized individuals. If you received this email in error, please reply to the sender that you have received this information in error. Also, please delete this email after replying to the sender. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
6.3 running on Oracle 9i upgrading to 10g soon
Hey everyone, I've seen a lot of emails going around about 7 on Oracle 10g, but we're about to upgrade our 6.3 customized application from 9i to 10g. Has anyone done this and had any issues? Thanks, Chris Moore ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: 6.3 running on Oracle 9i upgrading to 10g soon
Setting it to FORCE you mean? From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W Sent: Wednesday, July 11, 2007 10:48 AM To: arslist@ARSLIST.ORG Subject: Re: 6.3 running on Oracle 9i upgrading to 10g soon We run 6.3 (with the Oracle 9 client) against a 10g database with no problems. For best performance do the Cursor_Sharing tip From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris Sent: Wednesday, July 11, 2007 9:30 AM To: arslist@ARSLIST.ORG Subject: 6.3 running on Oracle 9i upgrading to 10g soon ** Hey everyone, I've seen a lot of emails going around about 7 on Oracle 10g, but we're about to upgrade our 6.3 customized application from 9i to 10g. Has anyone done this and had any issues? Thanks, Chris Moore __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: 6.3 running on Oracle 9i upgrading to 10g soon
OK, thanks for your help! Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W Sent: Wednesday, July 11, 2007 11:10 AM To: arslist@ARSLIST.ORG Subject: Re: 6.3 running on Oracle 9i upgrading to 10g soon yes This needs to be set in the init.ora file for the database and in the the Remedy ar.conf (ar.cfg for Windows). Once we added it to our servers things have run smoothly KNOCK ON WOOD here Fred From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris Sent: Wednesday, July 11, 2007 9:51 AM To: arslist@ARSLIST.ORG Subject: Re: 6.3 running on Oracle 9i upgrading to 10g soon ** Setting it to FORCE you mean? From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W Sent: Wednesday, July 11, 2007 10:48 AM To: arslist@ARSLIST.ORG Subject: Re: 6.3 running on Oracle 9i upgrading to 10g soon We run 6.3 (with the Oracle 9 client) against a 10g database with no problems. For best performance do the Cursor_Sharing tip From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris Sent: Wednesday, July 11, 2007 9:30 AM To: arslist@ARSLIST.ORG Subject: 6.3 running on Oracle 9i upgrading to 10g soon ** Hey everyone, I've seen a lot of emails going around about 7 on Oracle 10g, but we're about to upgrade our 6.3 customized application from 9i to 10g. Has anyone done this and had any issues? Thanks, Chris Moore __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Help with Run-If Qualification
It's my understanding that a TR value only exists if it's != to the DB
value- it exists because it's different, so the qualification TR.field
!= $NULL$ is the same as TR.field != DB.field.
So ('TR.Assigned To' != $NULL$ AND 'Status' != Assigned) should work.
Also, sorry if this is obvious, but TR and DB values can onlu be checked
with filters, not Active links.
Chris
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Niu, Jason
Sent: Monday, July 09, 2007 11:13 AM
To: arslist@ARSLIST.ORG
Subject: Re: Help with Run-If Qualification
( 'TR.MDS_IT_Assigned_to' !=DB.MDS_I
Qualification:
( 'TR.MDS_IT_Assigned_to' != 'DB.MDS_IT_Assigned_to') AND (
'MDS_IT_Status' != Assigned)
If action, Message, Error.
Jason Niu
Remedy System Operation
GETS - Enterprise Systems Management
Email:[EMAIL PROTECTED]
135 W 50th Street, NYC,NY,10020
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rich Wallingford
Sent: Monday, July 09, 2007 10:55 AM
To: arslist@ARSLIST.ORG
Subject: [ARSLIST] Help with Run-If Qualification
Hi all -
ARS 5.1.2
Oracle
Win2k3
Here's my problem ...
I want to give an error message if a tech tries to reassign a ticket
without the status being set to Assigned. Here's my Run-If
qualification ...
( 'TR.MDS_IT_Assigned_to' != $NULL$ ) AND ( 'TR.MDS_IT_Assigned_to' !=
'DB.MDS_IT_Assigned_to') AND ( 'MDS_IT_Status' != Assigned)
This is not working.
Thanks
Rich
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ARERR 8939 AR System Plug-In server is not responding
I set up a demo box for ITSM 7, and I get the error ARERR 8939 when we try and open the Overview Console or the Problem Management Console. I looked on the admin client and there is not a Plug-In server configured. Do I have to configure one? Everything else is all out of the box- running on a desktop with XP Pro, SP2 on a demo version of SQL 2005. Thanks, Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Open Window Commit Changes Close Window
Hey, I have a question about this action- I made a button which launched a regular form in submit mode. The form can only be seen by people in a group I made especially for this form. It works fine in the client, but when people try it via the web, it will not submit. I have no idea why. So I was thinking maybe I should make the button pop up a display only form which will push the information to the regular form on close. How should I do this? I'm launching one form from another form, and I want to keep data on the second form on close. How does the field mapping work here? The on close field mappings treats the first form as the parent form. Thanks, Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Open Window Commit Changes Close Window
Hey Norm, I'm trying to get the data not only to be submitted to the new form, but also to push it to a second form we use to keep track of all tickets, called mdwAllTickets. It's a form that most groups don't have access to, so if I try and push to it with an AL, I get an error that the user doesn't have access to the fields. I can do it with a filter however, but only if it fires on submit. So I'm trying to work out a way that I can get a submission from the web on this form. I suppose I could try and do an Open Window on the new form (Dealer Signup), map hidden core fields on open, then have a button that says Submit that does a push to the Dealer Signup form. Then the filter can run on Dealer Signup on submit. Should that work? The other problem I keep having is that on close there is a dialog that says Changes have not been saved. Do you really want to close the window? If that still happens when the data is actually saved as it should be I will have to find a way to suppress that. Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Thursday, June 28, 2007 11:07 AM To: arslist@ARSLIST.ORG Subject: Re: Open Window Commit Changes Close Window I think I understand what you're trying to do...but I could be mistaken. Why not Open Window...Push Fields...Close Window? Norm From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris Sent: Thursday, June 28, 2007 9:55 AM To: arslist@ARSLIST.ORG Subject: Open Window Commit Changes Close Window Hey, I have a question about this action- I made a button which launched a regular form in submit mode. The form can only be seen by people in a group I made especially for this form. It works fine in the client, but when people try it via the web, it will not submit. I have no idea why. So I was thinking maybe I should make the button pop up a display only form which will push the information to the regular form on close. How should I do this? I'm launching one form from another form, and I want to keep data on the second form on close. How does the field mapping work here? The on close field mappings treats the first form as the parent form. Thanks, Chris __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: Open Window Commit Changes Close Window
True, I could do that. I wasn't here when that workflow was designed, so I never really thought to change it. The form is hidden, but it was designed to have information pushed to it via filters from all other ticket types, so I was following that precedent. I did get it to work by Open Window (map $USER$ to Submitter field on open, matching field IDs on close) Push Fields (off Save button) - Close Window, but the Changes have not been submitted, do you really want to close? is still popping up. Do you know how I can keep that from happening? Thanks for the help! Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Thursday, June 28, 2007 11:31 AM To: arslist@ARSLIST.ORG Subject: Re: Open Window Commit Changes Close Window Well hold on...you say you have a form mdwAllTickets, and that form most groups don't have access to...but you have instances where people who don't have access to it need to push data to it. Correct? So you say that's why you can't do a push with an AL. Understood. My question is, why did you block write access to the fields of that form if users need to write data to it? Why not just hide the FORM from those people but give them write access to the FIELDS? That way they can push data to the form, but they can't ever pull the form up. Heck, they don't even know the form EXISTS! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris Sent: Thursday, June 28, 2007 10:20 AM To: arslist@ARSLIST.ORG Subject: Re: Open Window Commit Changes Close Window Hey Norm, I'm trying to get the data not only to be submitted to the new form, but also to push it to a second form we use to keep track of all tickets, called mdwAllTickets. It's a form that most groups don't have access to, so if I try and push to it with an AL, I get an error that the user doesn't have access to the fields. I can do it with a filter however, but only if it fires on submit. So I'm trying to work out a way that I can get a submission from the web on this form. I suppose I could try and do an Open Window on the new form (Dealer Signup), map hidden core fields on open, then have a button that says Submit that does a push to the Dealer Signup form. Then the filter can run on Dealer Signup on submit. Should that work? The other problem I keep having is that on close there is a dialog that says Changes have not been saved. Do you really want to close the window? If that still happens when the data is actually saved as it should be I will have to find a way to suppress that. Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Thursday, June 28, 2007 11:07 AM To: arslist@ARSLIST.ORG Subject: Re: Open Window Commit Changes Close Window I think I understand what you're trying to do...but I could be mistaken. Why not Open Window...Push Fields...Close Window? Norm From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris Sent: Thursday, June 28, 2007 9:55 AM To: arslist@ARSLIST.ORG Subject: Open Window Commit Changes Close Window Hey, I have a question about this action- I made a button which launched a regular form in submit mode. The form can only be seen by people in a group I made especially for this form. It works fine in the client, but when people try it via the web, it will not submit. I have no idea why. So I was thinking maybe I should make the button pop up a display only form which will push the information to the regular form on close. How should I do this? I'm launching one form from another form, and I want to keep data on the second form on close. How does the field mapping work here? The on close field mappings treats the first form as the parent form. Thanks, Chris __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 ARSlist:Where the Answers Are
Re: Open Window Commit Changes Close Window
Robert, Will that keep the Your changes have not been saved. Do you really want to close the window? from appearing? Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Robert Molenda Sent: Thursday, June 28, 2007 11:33 AM To: arslist@ARSLIST.ORG Subject: Re: Open Window Commit Changes Close Window Commit Changes action acts differently if the window is in Dialog mode, but you are opening in Submit, which should be OK. What 'could be' occurring is that since you are trying this on Window Open, the dirty bit might not be getting set, so the commit thinks there are no-changes made. (I have seen defective workflow try to clear dirty bit/commit which would not work). If you create a button called save you can always perform the run process: Submit: PERFORM-ACTION-ACTIVE-LINK 4 And then followed by the close window action. HTH Thanks-n-advance; HDT Platform Incident / Problem Manager Architect Robert Molenda IT OS PA Tel: +1 408 503 2701 Fax: +1 408 503 2912 Mobile: +1 408 472 8097 [EMAIL PROTECTED] Quality begins with your actions. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris Sent: Thursday, June 28, 2007 8:20 AM To: arslist@ARSLIST.ORG Subject: Re: Open Window Commit Changes Close Window Hey Norm, I'm trying to get the data not only to be submitted to the new form, but also to push it to a second form we use to keep track of all tickets, called mdwAllTickets. It's a form that most groups don't have access to, so if I try and push to it with an AL, I get an error that the user doesn't have access to the fields. I can do it with a filter however, but only if it fires on submit. So I'm trying to work out a way that I can get a submission from the web on this form. I suppose I could try and do an Open Window on the new form (Dealer Signup), map hidden core fields on open, then have a button that says Submit that does a push to the Dealer Signup form. Then the filter can run on Dealer Signup on submit. Should that work? The other problem I keep having is that on close there is a dialog that says Changes have not been saved. Do you really want to close the window? If that still happens when the data is actually saved as it should be I will have to find a way to suppress that. Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Thursday, June 28, 2007 11:07 AM To: arslist@ARSLIST.ORG Subject: Re: Open Window Commit Changes Close Window I think I understand what you're trying to do...but I could be mistaken. Why not Open Window...Push Fields...Close Window? Norm From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris Sent: Thursday, June 28, 2007 9:55 AM To: arslist@ARSLIST.ORG Subject: Open Window Commit Changes Close Window Hey, I have a question about this action- I made a button which launched a regular form in submit mode. The form can only be seen by people in a group I made especially for this form. It works fine in the client, but when people try it via the web, it will not submit. I have no idea why. So I was thinking maybe I should make the button pop up a display only form which will push the information to the regular form on close. How should I do this? I'm launching one form from another form, and I want to keep data on the second form on close. How does the field mapping work here? The on close field mappings treats the first form as the parent form. Thanks, Chris __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 ARSlist:Where the Answers Are
Re: Open Window Commit Changes Close Window
How do I clear the dirty bit? From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Thursday, June 28, 2007 11:59 AM To: arslist@ARSLIST.ORG Subject: Re: Open Window Commit Changes Close Window Clear the dirty bit. Or open the form as a dialog box rather than in submit mode. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris Sent: Thursday, June 28, 2007 10:55 AM To: arslist@ARSLIST.ORG Subject: Re: Open Window Commit Changes Close Window True, I could do that. I wasn't here when that workflow was designed, so I never really thought to change it. The form is hidden, but it was designed to have information pushed to it via filters from all other ticket types, so I was following that precedent. I did get it to work by Open Window (map $USER$ to Submitter field on open, matching field IDs on close) Push Fields (off Save button) - Close Window, but the Changes have not been submitted, do you really want to close? is still popping up. Do you know how I can keep that from happening? Thanks for the help! Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Thursday, June 28, 2007 11:31 AM To: arslist@ARSLIST.ORG Subject: Re: Open Window Commit Changes Close Window Well hold on...you say you have a form mdwAllTickets, and that form most groups don't have access to...but you have instances where people who don't have access to it need to push data to it. Correct? So you say that's why you can't do a push with an AL. Understood. My question is, why did you block write access to the fields of that form if users need to write data to it? Why not just hide the FORM from those people but give them write access to the FIELDS? That way they can push data to the form, but they can't ever pull the form up. Heck, they don't even know the form EXISTS! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris Sent: Thursday, June 28, 2007 10:20 AM To: arslist@ARSLIST.ORG Subject: Re: Open Window Commit Changes Close Window Hey Norm, I'm trying to get the data not only to be submitted to the new form, but also to push it to a second form we use to keep track of all tickets, called mdwAllTickets. It's a form that most groups don't have access to, so if I try and push to it with an AL, I get an error that the user doesn't have access to the fields. I can do it with a filter however, but only if it fires on submit. So I'm trying to work out a way that I can get a submission from the web on this form. I suppose I could try and do an Open Window on the new form (Dealer Signup), map hidden core fields on open, then have a button that says Submit that does a push to the Dealer Signup form. Then the filter can run on Dealer Signup on submit. Should that work? The other problem I keep having is that on close there is a dialog that says Changes have not been saved. Do you really want to close the window? If that still happens when the data is actually saved as it should be I will have to find a way to suppress that. Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Thursday, June 28, 2007 11:07 AM To: arslist@ARSLIST.ORG Subject: Re: Open Window Commit Changes Close Window I think I understand what you're trying to do...but I could be mistaken. Why not Open Window...Push Fields...Close Window? Norm From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris Sent: Thursday, June 28, 2007 9:55 AM To: arslist@ARSLIST.ORG Subject: Open Window Commit Changes Close Window Hey, I have a question about this action- I made a button which launched a regular form in submit mode. The form can only be seen by people in a group I made especially for this form. It works fine in the client, but when people try it via the web, it will not submit. I have no idea why. So I was thinking maybe I should make the button pop up a display only form which will push the information to the regular form on close. How should I do this? I'm launching one form from another form, and I want to keep data on the second form on close. How does the field mapping work here? The on close field mappings treats the first form as the parent form. Thanks, Chris __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This
Re: Open Window Commit Changes Close Window
Found it, thanks! Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Thursday, June 28, 2007 11:59 AM To: arslist@ARSLIST.ORG Subject: Re: Open Window Commit Changes Close Window Clear the dirty bit. Or open the form as a dialog box rather than in submit mode. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris Sent: Thursday, June 28, 2007 10:55 AM To: arslist@ARSLIST.ORG Subject: Re: Open Window Commit Changes Close Window True, I could do that. I wasn't here when that workflow was designed, so I never really thought to change it. The form is hidden, but it was designed to have information pushed to it via filters from all other ticket types, so I was following that precedent. I did get it to work by Open Window (map $USER$ to Submitter field on open, matching field IDs on close) Push Fields (off Save button) - Close Window, but the Changes have not been submitted, do you really want to close? is still popping up. Do you know how I can keep that from happening? Thanks for the help! Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Thursday, June 28, 2007 11:31 AM To: arslist@ARSLIST.ORG Subject: Re: Open Window Commit Changes Close Window Well hold on...you say you have a form mdwAllTickets, and that form most groups don't have access to...but you have instances where people who don't have access to it need to push data to it. Correct? So you say that's why you can't do a push with an AL. Understood. My question is, why did you block write access to the fields of that form if users need to write data to it? Why not just hide the FORM from those people but give them write access to the FIELDS? That way they can push data to the form, but they can't ever pull the form up. Heck, they don't even know the form EXISTS! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris Sent: Thursday, June 28, 2007 10:20 AM To: arslist@ARSLIST.ORG Subject: Re: Open Window Commit Changes Close Window Hey Norm, I'm trying to get the data not only to be submitted to the new form, but also to push it to a second form we use to keep track of all tickets, called mdwAllTickets. It's a form that most groups don't have access to, so if I try and push to it with an AL, I get an error that the user doesn't have access to the fields. I can do it with a filter however, but only if it fires on submit. So I'm trying to work out a way that I can get a submission from the web on this form. I suppose I could try and do an Open Window on the new form (Dealer Signup), map hidden core fields on open, then have a button that says Submit that does a push to the Dealer Signup form. Then the filter can run on Dealer Signup on submit. Should that work? The other problem I keep having is that on close there is a dialog that says Changes have not been saved. Do you really want to close the window? If that still happens when the data is actually saved as it should be I will have to find a way to suppress that. Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Thursday, June 28, 2007 11:07 AM To: arslist@ARSLIST.ORG Subject: Re: Open Window Commit Changes Close Window I think I understand what you're trying to do...but I could be mistaken. Why not Open Window...Push Fields...Close Window? Norm From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris Sent: Thursday, June 28, 2007 9:55 AM To: arslist@ARSLIST.ORG Subject: Open Window Commit Changes Close Window Hey, I have a question about this action- I made a button which launched a regular form in submit mode. The form can only be seen by people in a group I made especially for this form. It works fine in the client, but when people try it via the web, it will not submit. I have no idea why. So I was thinking maybe I should make the button pop up a display only form which will push the information to the regular form on close. How should I do this? I'm launching one form from another form, and I want to keep data on the second form on close. How does the field mapping work here? The on close field mappings treats the first form as the parent form. Thanks, Chris __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting
Re: ITSM 7 company config advice
Bump- Does anyone know how to set up a customer company to get support from an operating company? I can change the company in a ticket after it's created, but the default only choice on creation is the company to which the person (requester) belongs. I'd like to know an out of the box way to do this- we're trying to alter as little as possible on the initial release. I tried only having one company, ours, but then there's no way to limit what people can see. When I try having external companies then the ticket can only be assigned initially to support groups for the external companies. Do we have to create our internal support groups for each company and put our people in all of them? Thanks- Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris Sent: Tuesday, June 26, 2007 10:01 AM To: arslist@ARSLIST.ORG Subject: ITSM 7 company config advice Hey everyone- I've set up a demo box for ITSM and we've been trying to figure out how to configure it for our needs without changing much of the out of the box workflow. This is the first time I've tried using a non-custom Remedy application, and the guides aren't too clear on this. I work for a unit of a company that does IT. Our parent company has a publishing unit for whom we provide support (as well as other internal branches, but to a lesser degree). We also support various other outside companies. Hopefully this will stay formatted and make more sense. Parent Company --- Publishing SubCompany1 SiteA | | |- SiteB | | |- SiteC | | | |-- SubCompany2 --- SiteA... | |---Support-- Frontline | |--- NOC | |--- Core... | |-- -- Other Units External Company-Subcompany SiteA | SiteB So people who are at individual sites need to be able to enter tickets, and we want people at each level of the hierarchy to be able to see everything under them. We originally were setting up each External Company/SubCompany as a separate customer company, but then when we created people for them we had to put them into a group for their company. How can we create all these companies and set them up so that their tickets go to our support group, but still make sure that each level can see everything under them? We'd like a contact at External Company1 to be able to see all tickets for each SubCompany/site under them, and contact for external SubCompany can see everything under them at each of their sites, etc. Basically we'd like each external company set up as if they were units of the parent company, but to be set up as customer companies. Hope this all makes sense, and I'm grateful for any help! Chris Moore __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Why would this not work on the web?
I created a form and made a Submit button via FormForm Action Fields Submit. Access to the form and workflow was dependent on being in a group made specifically for the form. If I log into the client as a user with permissions only to that group and a floating license, everything works fine- the information is submitted and a record created. If I log into the web client as the same user and try it, it does not save. Other workflow on the form runs. The people who will be using this form will be doing it only via the web, so it's important to get working. Why would the Submit work on the client, but not the web? Am I overlooking something obvious? Thanks, Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
ITSM 7 company config advice
Hey everyone- I've set up a demo box for ITSM and we've been trying to figure out how to configure it for our needs without changing much of the out of the box workflow. This is the first time I've tried using a non-custom Remedy application, and the guides aren't too clear on this. I work for a unit of a company that does IT. Our parent company has a publishing unit for whom we provide support (as well as other internal branches, but to a lesser degree). We also support various other outside companies. Hopefully this will stay formatted and make more sense. Parent Company --- Publishing SubCompany1 SiteA | | |- SiteB | | |- SiteC | | | |-- SubCompany2 --- SiteA... | |---Support-- Frontline | |--- NOC | |--- Core... | |-- -- Other Units External Company-Subcompany SiteA | SiteB So people who are at individual sites need to be able to enter tickets, and we want people at each level of the hierarchy to be able to see everything under them. We originally were setting up each External Company/SubCompany as a separate customer company, but then when we created people for them we had to put them into a group for their company. How can we create all these companies and set them up so that their tickets go to our support group, but still make sure that each level can see everything under them? We'd like a contact at External Company1 to be able to see all tickets for each SubCompany/site under them, and contact for external SubCompany can see everything under them at each of their sites, etc. Basically we'd like each external company set up as if they were units of the parent company, but to be set up as customer companies. Hope this all makes sense, and I'm grateful for any help! Chris Moore ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
ARERR 8939 AR System Plug-In Servver not responding
I've installed all the newest versions of the apps on a desktop as a demo, but when I click the Overview Console I get this error message. I don't see a Plug-In server in any of the services- anyone know what to do about this? Thanks, Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Anybody running ARS 7 on Oracle 10g XE (XE is free)
Also, be prepared for it to take a long time- I've been installing all the newest apps on a desktop P4 with 2 GB RAM and got through most of it ok but the SLA bit has been running for 8 days now. It's still going, but the processor is pegged out at 100% -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mike Chepaykin Sent: Wednesday, June 20, 2007 2:31 AM To: arslist@ARSLIST.ORG Subject: Re: Anybody running ARS 7 on Oracle 10g XE (XE is free) You have to check that your mssql2005express has sql authentication turned on. By default only windows authentication is turned on. I run batch of ars servers on mssql2005express, flight is high! :) Tried using SQL server 2005 express edn (free) on my laptop with ARS 7. The installation was failing. Anyone tried it successfully. -- Mike Chepaykin ___ 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: Changing a Date/Time field to Date
Are you wanting to keep the field as is for workflow reasons, or is your primary concern with keeping data that is stored in that field? Chris -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Cupp, Michael E Jr. CTR USAF AFRL/SNOD Sent: Monday, June 18, 2007 3:35 PM To: arslist@ARSLIST.ORG Subject: Changing a Date/Time field to Date I have a Date/Time field that I wish to change to a Date field. Is there a way to do this? Thanks, M ___ 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: Changing a Date/Time field to Date
I guess you'll have to try L.J.s solution then. If it's something where you just no longer have a need for the time information, you can set the field to display time only and strip the time out when writing workflow, but that would probably be just as much work as replacing the field. $DATE$ For Date/Time fields, the current date (time defaults to midnight). Anything stored in a date/time field is stored as the number of seconds since UNIX epoch time, which includes the date and time. Good luck! -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Cupp, Michael E Jr. CTR USAF AFRL/SNOD Sent: Monday, June 18, 2007 4:49 PM To: arslist@ARSLIST.ORG Subject: Re: Changing a Date/Time field to Date Yes (to both) -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris Sent: Monday, June 18, 2007 4:18 PM To: arslist@ARSLIST.ORG Subject: Re: Changing a Date/Time field to Date Are you wanting to keep the field as is for workflow reasons, or is your primary concern with keeping data that is stored in that field? Chris -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Cupp, Michael E Jr. CTR USAF AFRL/SNOD Sent: Monday, June 18, 2007 3:35 PM To: arslist@ARSLIST.ORG Subject: Changing a Date/Time field to Date I have a Date/Time field that I wish to change to a Date field. Is there a way to do this? Thanks, M ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Compiling fields from different records for printing
Hiya- I'm not sure how much of what we have here is 'out of the box', but basically we have 2 main ticket types, ISS and HD. Both used different methods for work notes: ISS had a spiffy little thing that pushes work notes to another form and somehow can make a HTML view of it all, and HD used the Diary field. I was told to make the HD work notes work like the ISS work notes. I did (except the HTML builder part on which I'm lost). However, the people who used the HD tickets are now unhappy because there was a 'Print Case' button which printed out information about the ticket including the Work Notes from the (no longer used) diary field. Now I have to figure out a way for them to print out all the work notes. Basically what I did was created a new form called Interaction which stored the Work Notes/emails/phone calls and relates it to the original ticket. Each note has it's own record, a reference to the original ticket, and a GUID. What I need to be able to do is take the note from each record where the referring ticket is the same and push it all into a field that can be printed and be formatted correctly. I'm at a total loss on how I can do this, just like I was at a loss on how to build out the HTML view of all history as on the ISS tickets. Anyone have any idea how to do this, or something that will achieve the same effect? Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Compiling fields from different records for printing
So what I did was an Open Window with a type of Report, and created a report on the Interaction form which has Source Request ID, Submitter, Date and Note. The window opens where HD Case ID = Source ID and the source is printer. That works, but it prints each record to its own page. Anyone got a better solution? From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris Sent: Friday, June 15, 2007 12:14 PM To: arslist@ARSLIST.ORG Subject: Compiling fields from different records for printing Hiya- I'm not sure how much of what we have here is 'out of the box', but basically we have 2 main ticket types, ISS and HD. Both used different methods for work notes: ISS had a spiffy little thing that pushes work notes to another form and somehow can make a HTML view of it all, and HD used the Diary field. I was told to make the HD work notes work like the ISS work notes. I did (except the HTML builder part on which I'm lost). However, the people who used the HD tickets are now unhappy because there was a 'Print Case' button which printed out information about the ticket including the Work Notes from the (no longer used) diary field. Now I have to figure out a way for them to print out all the work notes. Basically what I did was created a new form called Interaction which stored the Work Notes/emails/phone calls and relates it to the original ticket. Each note has it's own record, a reference to the original ticket, and a GUID. What I need to be able to do is take the note from each record where the referring ticket is the same and push it all into a field that can be printed and be formatted correctly. I'm at a total loss on how I can do this, just like I was at a loss on how to build out the HTML view of all history as on the ISS tickets. Anyone have any idea how to do this, or something that will achieve the same effect? Chris __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: include a blank value at the top of an 'on search' menu
I think he's saying to add a record that is CLEAR, not a NULL record, IE you have a record with a number that has the word clear in it, and when that record is called have work flow set the fields to NULL. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Neel Guatam Sent: Friday, June 15, 2007 4:53 PM To: arslist@ARSLIST.ORG Subject: Re: include a blank value at the top of an 'on search' menu Can't add that 'cos like I said the menu grabs records from another form and that form can not have a blank or a clear record 'cos even that form grabs values from another form which is actually a Unique Identifier :-( Neel Gautam From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn Sent: Friday, June 15, 2007 2:53 PM To: arslist@ARSLIST.ORG Subject: Re: include a blank value at the top of an 'on search' menu I would just add a record that has a value of something like CLEAR so it shows up at the top of the list, and when a user selects that value in the menu, you kick off an Active Link on Menu Choice that sets the field to $NULL$. This prevents you from adding a Clear button to the form and taking up extra space. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Neel Guatam Sent: Friday, June 15, 2007 2:39 PM To: arslist@ARSLIST.ORG Subject: Re: include a blank value at the top of an 'on search' menu ** Hi Norm, I can't add that as this form from which I'm pulling values from, pulls values in turn from another form and stuff like that and they are like the required values and I can't even have a record saved on that form with a blank value :-( btw I'm using 7.0.01 Neel Gautam From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Friday, June 15, 2007 2:37 PM To: arslist@ARSLIST.ORG Subject: Re: include a blank value at the top of an 'on search' menu Add a blank record to the form you're pulling from. Sorry to provide the obvious solution that you've probably already ruled out! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Neel Guatam Sent: Friday, June 15, 2007 2:27 PM To: arslist@ARSLIST.ORG Subject: include a blank value at the top of an 'on search' menu Hello listers, I've a character menu that does a look-up on some other form to grab a list of available values. I would like to add a blank value on top of the menu item. Any ideas as to how this can be done? Thanks in advance. Neel Gautam This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. __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
