Re: Converting date formats in set fields action

2013-05-10 Thread Paul Blasquez
Rick,

Since you're stuck with a flatfile anyway, would it be an option for you to
process that file into a Remedy-friendly format first using a scripting
language such as perl?

I've found it's much easier to deal with heavy text validation/manipulation
by sending it outside of Remedy then reading it back.

-Paul


On Fri, May 10, 2013 at 1:21 PM, Rick Westbrock rwestbr...@qmxs.com wrote:

 **

 Thanks for the replies. Mark, I was hoping that I was missing something
 obvious and wouldn’t have to do so much string manipulation but I may have
 to go that route. This is actually related to a previous issue I posted, my
 data feed is a daily XML file exported from the other system so the file is
 basically one giant string. For various reasons I don’t have the option of
 web services at this time, I’m stuck with the XML flat file once per day.*
 ***

 ** **

 I realized while composing a longer reply that there are two other steps
 in the process that could be causing this problem. The complete workflow is
 that I walk a table to pick up the field name and field ID on the
 display-only form where the data element needs to end up. There’s a set
 fields that parses it out of the long XML string into a temp character
 field first, then a run process Application-Copy-Field-Value to copy it to
 the destination date/time field. This is the first place that I hadn’t
 considered might be causing the problem because it only returns a 0/1
 result for success/failure so I can’t see what it is setting into the
 date/time field without putting a message in there to pause the workflow so
 I can see the transitory data.

 ** **

 There is also a subsequent push fields action that could be causing the
 problem. Below is a set of log lines showing all the steps: walk the table
 to get the destination field name  ID and copy the data element from the
 XML to the temp field (action 0), then action 1 uses the run process to
 copy to the date/time field, then action 6 in a different active link
 pushes to a regular form. The problem could be introduced in action 1 or
 action 6. (I am walking a table instead of hard-coding because there are
 nearly 40 data fields to parse and I’ve already had one additional field
 added to the spec so it’s easier to add a row to the supporting form
 instead of modifying workflow when a field is requested to be added.)

 ** **

 ACTL  0: Set Fields

 ACTL Current Field ID (936870941) = 536871196

 ACTL Current Field Name (936870940) = DiscoveredDate

 ACTL Current Field Value (936870936) = 2011-12-06 00:00:00.0
 

 ACTL  1: Set Fields

 ACTL Process: Application-Copy-Field-Value 536871196
 936870936

 ACTL Integer Field (936870937) = 0

 ACTL  6: Push Fields

 ACTL To Schema RegularForm on Server @

 ACTL (536871196) = Wednesday, December 31, 1969 16:33:31 PM*
 ***

 ** **

 ** **

 ** **

 ___

 Rick Westbrock

 Support to SPAWAR – IT Service Management Project, Code 54520

 QMX Support Services

 Office (619) 524-2303

 ** **

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Rick Cook
 *Sent:* Friday, May 10, 2013 12:26 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Converting date formats in set fields action

 ** **

 ** 

 Why would you need to parse or munge the data?  The date/time data is
 stored as a string, and the client settings determine how it is displayed.
 

 So why would you need to do anything more than copy the field to a temp
 date/time field on the destination system, which would display it in the
 new format? 

 Rick

 On May 10, 2013 10:35 AM, Brittain, Mark mbritt...@navisite.com wrote:
 

 Hi Rick,

 For a Friday this might work. Since the format is always the same maybe
 you can probably do a series of substring set fields in a filter to put in
 a temp date (character) field and then move to your final date field.
 incomingdate is also a character field.

 Set field tempdate SUBSTR($incomingdate$,0,3)
 result 
 Set field tempdate SUBSTR($incomingdate$,8,9) + / + $tempfield$
 result DD/
 Set field tempdate SUBSTR($incomingdate$,5,6) + / + $tempfield$
 Result MM/DD/YYY

 Set field finaldatefield   $tempdate$

 Good Luck,

 Mark

 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] On Behalf Of Rick Westbrock
 Sent: Friday, May 10, 2013 1:03 PM
 To: arslist@ARSLIST.ORG
 Subject: Converting date formats in set fields action

 I don't know if the long week has caught up with me and this is a heavy
 question for a Friday. I am just not able to figure out how to convert a
 date that I am getting from another system in -MM-DD format to the
 MM-DD- format that my server uses. For testing purposes I'm just
 pasting the output from the 

Re: [EXTERNAL] Re: WWRUG13: Your top 10 presentation requests

2013-04-25 Thread Paul Blasquez
I would be interested in a presentation on how to successfully deploy
RemedyOnDemand as a geographically resilient PAAS supporting custom
workflow or a BMC presentation on their plans in this direction.

-Paul
On Apr 25, 2013 5:39 PM, laurent matheo lm...@me.com wrote:

 **
 Julien (the other french wearing fingers shoes guy at wwrug12) makes
 some really nice Birt reports on a CMDB using the Birt Designer, I'll see
 if he can fix something :)

 On 26 Apr, 2013,at 02:32 AM, Joe D'Souza jdso...@shyle.net wrote:

 Sounds like a good suggestion to me too..



 Joe


 --

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Jason Miller
 *Sent:* Thursday, April 25, 2013 12:04 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: [EXTERNAL] Re: WWRUG13: Your top 10 presentation requests



 **

 +1



 On Thu, Apr 25, 2013 at 9:01 AM, Timothy Powell 
 timothy.pow...@pbs-consulting.com wrote:

 **

 Here, here on the BIRT suggestion.



 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Stroud, Natalie K
 *Sent:* Thursday, April 25, 2013 11:37 AM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: [EXTERNAL] Re: WWRUG13: Your top 10 presentation requests



 **

 I would say some tips and tricks on creating BIRT reports.  I see some
 potential to do some cool things, just haven’t had the time to sit down and
 play with BIRT the way it would take to figure that out on my own.  A
 presentation would be a great jump start!



 Thanks,



 *Natalie Stroud*

 SAIC @ Sandia National Laboratories

 ARS-ITSM Reporting Specialist

 Albuquerque, NM USA

 nkst...@sandia.gov

 ITSM 7.6.04 SP2 – Windows 2003 – SQL Server 2008





 *From:* Action Request System discussion list(ARSList) [
 mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG] *On Behalf Of *Alan
 Truelove
 *Sent:* Thursday, April 25, 2013 9:31 AM
 *To:* arslist@ARSLIST.ORG
 *Subject:* [EXTERNAL] Re: WWRUG13: Your top 10 presentation requests



 **

 Good suggestion on classes in eg Java-- I would hope at some point for a
 'Comprehensive' guide (with screenshots!) to installing Eclipse,  Remedy
 API Java, creating executable JARs etc etc, wh I have found incredibly
 useful over the past 13 years.. (also how to convince Mgmt that this is
 kosher..the hardest part by far).  Looking forward to wwrug...




 --

 *From:* Joe D'Souza jdso...@shyle.net
 *To:* arslist@ARSLIST.ORG
 *Sent:* Thursday, April 25, 2013 1:18 AM
 *Subject:* Re: WWRUG13: Your top 10 presentation requests



 **

 While most of us know how to publish and consume Web Service as the
 mechanics behind that is pretty simple, we often hit a road block when we
 are presented with consuming Web Services that have certain complex
 constructs. While integration documents only point out these limitations,
 few of them can actually be worked around. Over the past year or two, I
 have learnt of at least one way to overcome one of these limitations, using
 an undocumented method. I was tempted to include that method in our (Jason,
 Rod’s and myself) presentation of TT with the Dev Studio, but it would
 have taken too long to show something that few have to use and hence it
 would be like going off topic.



 There is a good chance that the BMC Web Services team has access to 10s if
 not 100s of such methods.



 I would love to see their web service experts demonstrate these methods
 and do at least an hour if not 2 hour session for some of us geeks who like
 to take up integration work. That presents a good opportunity to convince
 bosses to dish out some mullah if there is a hard core presentation with
 live examples of such undocumented ways of consuming web services that do
 not work out of the box when a set field filter using WSDL is created.



 My 2 cents..



 Joe


 --

 *From:* Action Request System discussion list(ARSList) [
 mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG] *On Behalf Of *arslist
 *Sent:* Wednesday, April 24, 2013 4:32 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* WWRUG13: Your top 10 presentation requests



 So, like I was wondering:



 What would the top 10 presentations that could be on the schedule that

 1)  You would want to attend

 2)  Your management could not resist sending you to

 3)  Your management (decision makers) would want to attend



 We want this to be the most inclusive and interesting WWRUG yet, so don’t
 exclude things like a presentation on RemedyForce or other topics if you
 think that is the right answer.



 Yes, the call for papers is out and closes in a few weeks (so get your
 submissions in already! I can see a bunch of you old timers out there that
 have presented before, and smart newbies that can provide fresh new views).
 That being said, plenty of time to include new trends and thoughts.



 As a side note, if you have considered submitting a panel and have heard
 they 

Re: UTC Time

2013-01-29 Thread Paul Blasquez
Just wanted to give an update, the AR System User Preferences form did
indeed accept UTC and it is applying it correctly.  There's a lot of
testing to be done but we now have a solution.

Thanks again, Doug!


On Thu, Jan 24, 2013 at 2:47 PM, Patrick Zandi remedy...@gmail.com wrote:

 **
 I thought utc was Keflavik ?

 Sent from my iPhone

 On Jan 24, 2013, at 16:17, Paul Blasquez pblasq...@gmail.com wrote:

 **
 Thanks for replying, Doug!

 Yes, this is essentially what we have done, but we are currently
 researching whether UTC is a valid value for the field, as it does not
 appear in the dropdown list.  I just tested and it doesn't object to the
 value of UTC, so I will look into whether it behaves as expected.

 Thanks again!

 -Paul


 On Thu, Jan 24, 2013 at 1:13 PM, Mueller, Doug doug_muel...@bmc.comwrote:

 **

 Paul,

 ** **

 Every user has a User Preference record.

 ** **

 One of the settings on that User Preference record is the timezone.

 ** **

 By default, permissions are set up so that users can change their user
 preference.

 ** **

 Now, the user preference form is a FORM.  That means it has permissions.*
 ***

 ** **

 You can simply change the permissions (create an overlay of the field).
 You can remove all write permission

 to that field from everyone.  You could remove read permission too, but
 you might as well leave that so

 users are aware.  Then, set a default value of UTC for the time zone.

 ** **

 If there are existing User Preference records, an Administrator can do a
 modify all for all cases where it is not

 UTC to set it to UTC for existing users.

 ** **

 For every new user, create a user preference record as part of creating
 the user.

 ** **

 ** **

 Now, every user has UTC set as their timezone and they cannot change it.*
 ***

 ** **

 ** **

 ** **

 By the way, this same technique can be used for any user preference
 field.  You can take over the preference

 and prevent the user from specifying it by simply modifying permissions
 on the fields on the user

 preference form.

 ** **

 ** **

 I hope this helps,

 ** **

 Doug Mueller

 ** **

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Paul Blasquez
 *Sent:* Thursday, January 24, 2013 1:09 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: UTC Time

 ** **

 ** 

 Hi everyone, thanks for replying.

 My issue isn't with the server side of things, I'm fully comfortable
 setting up UTC there.  I think Joe saw the point best - we want to control
 the user timezone and set it to be UTC as well.

 As to why, the reason is that we have multiple locations in multiple
 timezones and we do not want to put the math on the user to figure what the
 real time is for that location. We display all times in Site Local Time
 and do the timezone offset in the background based on the timezone of the
 location the user is focused on.  Site Local Time is actually just server
 time, and we have all user preferences locked to PST and the server is PST
 as well.  There are issues that come up every year having to do with DST,
 primarily the fact that 2am does not exist for one day each spring.  In
 this case, our European users cannot select a perfectly legitimate hour for
 their site because it happens to not exist for the application's timezone.
 There are other issues that we have dealt with as well, like time jumping
 forward and backward across date ranges that cross a PST DST boundary.***
 *

 So our options here are to figure out the correct way to lock users into
 UTC, or as a backup plan we may decide to use Phoenix time for everything
 as it does not have DST.  We would prefer to use the global standard.

 I hope that makes things more clear.  To re-iterate, the actual question
 here is, is it possible for the user preference to be set to UTC in any way
 shape or form?

 Thanks,

 -Paul

 ** **

 On Thu, Jan 24, 2013 at 6:25 AM, patrick zandi remedy...@gmail.com
 wrote:

 ** have lots of utc servers.. never had issues.. (except to remember that
 escalations run on SERVER time not local time)...



 Patrick Zandi _ARSlist: Where the Answers Are and have been for 20
 years_ 

 ** **

 _ARSlist: Where the Answers Are and have been for 20 years_ 
 _ARSlist: Where the Answers Are and have been for 20 years_


 _ARSlist: Where the Answers Are and have been for 20 years_

 _ARSlist: Where the Answers Are and have been for 20 years_


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Re: UTC Time

2013-01-24 Thread Paul Blasquez
Hi everyone, thanks for replying.

My issue isn't with the server side of things, I'm fully comfortable
setting up UTC there.  I think Joe saw the point best - we want to control
the user timezone and set it to be UTC as well.

As to why, the reason is that we have multiple locations in multiple
timezones and we do not want to put the math on the user to figure what the
real time is for that location. We display all times in Site Local Time
and do the timezone offset in the background based on the timezone of the
location the user is focused on.  Site Local Time is actually just server
time, and we have all user preferences locked to PST and the server is PST
as well.  There are issues that come up every year having to do with DST,
primarily the fact that 2am does not exist for one day each spring.  In
this case, our European users cannot select a perfectly legitimate hour for
their site because it happens to not exist for the application's timezone.
There are other issues that we have dealt with as well, like time jumping
forward and backward across date ranges that cross a PST DST boundary.

So our options here are to figure out the correct way to lock users into
UTC, or as a backup plan we may decide to use Phoenix time for everything
as it does not have DST.  We would prefer to use the global standard.

I hope that makes things more clear.  To re-iterate, the actual question
here is, is it possible for the user preference to be set to UTC in any way
shape or form?

Thanks,
-Paul


On Thu, Jan 24, 2013 at 6:25 AM, patrick zandi remedy...@gmail.com wrote:

 ** have lots of utc servers.. never had issues.. (except to remember that
 escalations run on SERVER time not local time)...



 Patrick Zandi _ARSlist: Where the Answers Are and have been for 20
 years_

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Re: UTC Time

2013-01-24 Thread Paul Blasquez
Thanks for replying, Doug!

Yes, this is essentially what we have done, but we are currently
researching whether UTC is a valid value for the field, as it does not
appear in the dropdown list.  I just tested and it doesn't object to the
value of UTC, so I will look into whether it behaves as expected.

Thanks again!

-Paul


On Thu, Jan 24, 2013 at 1:13 PM, Mueller, Doug doug_muel...@bmc.com wrote:

 **

 Paul,

 ** **

 Every user has a User Preference record.

 ** **

 One of the settings on that User Preference record is the timezone.

 ** **

 By default, permissions are set up so that users can change their user
 preference.

 ** **

 Now, the user preference form is a FORM.  That means it has permissions.**
 **

 ** **

 You can simply change the permissions (create an overlay of the field).
 You can remove all write permission

 to that field from everyone.  You could remove read permission too, but
 you might as well leave that so

 users are aware.  Then, set a default value of UTC for the time zone.

 ** **

 If there are existing User Preference records, an Administrator can do a
 modify all for all cases where it is not

 UTC to set it to UTC for existing users.

 ** **

 For every new user, create a user preference record as part of creating
 the user.

 ** **

 ** **

 Now, every user has UTC set as their timezone and they cannot change it.**
 **

 ** **

 ** **

 ** **

 By the way, this same technique can be used for any user preference field.
  You can take over the preference

 and prevent the user from specifying it by simply modifying permissions on
 the fields on the user

 preference form.

 ** **

 ** **

 I hope this helps,

 ** **

 Doug Mueller

 ** **

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Paul Blasquez
 *Sent:* Thursday, January 24, 2013 1:09 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: UTC Time

 ** **

 ** 

 Hi everyone, thanks for replying.

 My issue isn't with the server side of things, I'm fully comfortable
 setting up UTC there.  I think Joe saw the point best - we want to control
 the user timezone and set it to be UTC as well.

 As to why, the reason is that we have multiple locations in multiple
 timezones and we do not want to put the math on the user to figure what the
 real time is for that location. We display all times in Site Local Time
 and do the timezone offset in the background based on the timezone of the
 location the user is focused on.  Site Local Time is actually just server
 time, and we have all user preferences locked to PST and the server is PST
 as well.  There are issues that come up every year having to do with DST,
 primarily the fact that 2am does not exist for one day each spring.  In
 this case, our European users cannot select a perfectly legitimate hour for
 their site because it happens to not exist for the application's timezone.
 There are other issues that we have dealt with as well, like time jumping
 forward and backward across date ranges that cross a PST DST boundary.

 So our options here are to figure out the correct way to lock users into
 UTC, or as a backup plan we may decide to use Phoenix time for everything
 as it does not have DST.  We would prefer to use the global standard.

 I hope that makes things more clear.  To re-iterate, the actual question
 here is, is it possible for the user preference to be set to UTC in any way
 shape or form?

 Thanks,

 -Paul

 ** **

 On Thu, Jan 24, 2013 at 6:25 AM, patrick zandi remedy...@gmail.com
 wrote:

 ** have lots of utc servers.. never had issues.. (except to remember that
 escalations run on SERVER time not local time)...



 Patrick Zandi _ARSlist: Where the Answers Are and have been for 20
 years_ 

 ** **

 _ARSlist: Where the Answers Are and have been for 20 years_ 
 _ARSlist: Where the Answers Are and have been for 20 years_


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UTC Time

2013-01-23 Thread Paul Blasquez
Hello All,

I was wondering if anyone out there has set up their servers and clients to
all use only UTC time (i.e. GMT time without switching to BST for DST)?

We run a custom shop with global functions so we need a flat timezone. We'd
like to standardize to GMT+0 Europe/London but we are worried that the
clients will automatically transition to BST if we set their preference to
GMT, as there is no DST on/off toggle.

Any experience in this matter is appreciated!

Thanks,
Paul Blasquez

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Re: Opening a new HTML window.

2012-08-11 Thread Paul Blasquez
Hello Jose,

For simplicity's sake, you can simply launch a display form containing only
a view field, mapped On Open with the source HTML field in the Open Window
step of an AL.  All you have to do is make sure to use body
onload=window.print(); is part of the HTML.

This should cause the print dialog to launch along with the window.  Works
OOB for Firefox and Chrome, IE looks like it needs a one-time security
exception.

A little more javascript might be able to get you to automatic printing if
that is your goal.

-Paul

On Sat, Aug 11, 2012 at 6:59 AM, Jose Manuel Huerta Guillén 
arsl...@theremedyforit.com wrote:

 **
 Hi listers,

 I have the next requirement, and don't know how to face it.

 Form an ARS form a field contains HTML code. I need to open a pop-up, show
 the web containing only this HTML code and start the printing. That means,
 I want to print a web page having its HTML code in a field.

 Any Idea?

 Thanks!

 Jose Manuel Huerta
 http://theremedyforit.com/


 _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_

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Re: Prompt a message if multiple rows are selected on a table field.

2012-03-16 Thread Paul Blasquez
Raj,

If your intent is simply to restrict multiple selection on that table, you
can just go into the table properties and set the Single Selection Only
flag.

Regards,

Paul Blasquez
On Mar 16, 2012 1:14 PM, Raj ravi6...@gmail.com wrote:

 Hello All,
 I would like to prompt a message if multiple rows on a table field is
 selected.
 Currently, this table field is on a display only form.
 I am trying to make sure that the User selects only one row to perform
 other actions in that display only form.
 Currently, when he selects Row - 1 and then Row-2 on that table field,
 then clicks on a button on that form, the additonal action which is
 being perfomed on table field acts only on the first row selected.
 Although, I know I can do a table loop(Active Link Guide) to make that
 action being performed on multiple rows, but at this point I would
 like to prompt a message.
 How can I do this?
 Please advise,
 Regards,
 Raj


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Senior Remedy Administrator needed in SAN JOSE, CA

2012-02-09 Thread Paul Blasquez
Hello ARS List!

We are expanding our Remedy team which is responsible for our custom workflow 
ARS implementation in a Network Engineering and Data Center Operations 
environment.

Please view the complete job description here: 
http://equinix.hodesiq.com/job_detail.asp?JobID=2864689

Hope to hear from you soon!

Regards,

Paul Blasquez
Manager, Network OSS Systems
Equinix, Inc.

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SMS and Text-toSpeech

2011-11-15 Thread Paul Blasquez
Hello,

Has anyone out there had any luck with a third-party solution for sending
high-volume SMS and voice text-to-speech messages?

My company is currently looking for a solution to live alongside our email
engine functionality, it can be a direct Remedy plugin or a third-party API
but it should simply accept lists of numbers and text to deliver as SMS or
text-to-speech.

Any information or experience in this matter is welcome.

Thanks!

-Paul Blasquez

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Strange time display issues, possible DST bug?

2011-11-03 Thread Paul Blasquez
Hello All,



We have a very strange issue on our custom 7.1 patch 22 server and I wanted
to reach out to see if anyone else is encountering this or if they have any
insight.



The issue is that a random sample of Windows 7 users is seeing timestamps
as 1 hour less than their configured timezone.  We’ve been able to set up
an experiment to isolate the behavior as best as possible.



Behavior is from two identical laptops:



· Model: Dell Latitude E6420

· OS: Window 7 SP1, same KBs installed.

· Remedy User Client: 7.6.04 SP2

· We are using the same user.

· The user has their Time Zone set to GMT -8:00 America/Los
Angeles. We've used preferences both locally on each laptop and from a
preference server.



Description of the Behavior:



· From Laptop1 we always see the correct time on the date/time
fields.

· From Laptop 2 we always see the time as 1 hour less than the
correct time.

· This issue goes away if we set the date on Laptop 2 to be beyond
the DST change at 2am on Nov 6th.

· The issue persists if we use different timezones.



So, if the time is 5:00pm, we see that correctly on Laptop 1 but we see
4:00pm on Laptop2.  When we set the date/time on Laptop 2 to any time after
2am on Nov 6th, this discrepancy goes away.  If we change the time zones
around, the -1 hour difference follows the change.



The evidence points to some sort of DST discrepancy and we cannot rule out
the User Client at this time.  We have a ticket open with BMC but it is
still going through the support channels right now.



Does anyone here know what time-related variables are involved with the
User Client interaction with the server, and what are the sources of those
variables?  I’ve scoured the Windows 7 information out there looking for
all time variables and comparing them on each laptop and everything is
identical so far.



Any information is much appreciated!



Thanks,



Paul Blasquez

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Re: Strange time display issues, possible DST bug?

2011-11-03 Thread Paul Blasquez
Correction, we have a 7.1 patch 7 server.

Clarification:  The 1 hour discrepancy appears when displaying date/time
fields and $TIMESTAMP$ variables on forms in the user client.  Sorry that
it wasn't clear in the original wording.  I've corrected it in red below:

On Thu, Nov 3, 2011 at 11:44 AM, Paul Blasquez pblasq...@gmail.com wrote:

 Hello All,



 We have a very strange issue on our custom 7.1 patch 22 server and I
 wanted to reach out to see if anyone else is encountering this or if they
 have any insight.



 The issue is that a random sample of Windows 7 users is seeing timestamps
 as 1 hour less than their configured timezone.  We’ve been able to set up
 an experiment to isolate the behavior as best as possible.



 Behavior is from two identical laptops:



 · Model: Dell Latitude E6420

 · OS: Window 7 SP1, same KBs installed.

 · Remedy User Client: 7.6.04 SP2

 · We are using the same user.

 · The user has their Time Zone set to GMT -8:00 America/Los
 Angeles. We've used preferences both locally on each laptop and from a
 preference server.



 Description of the Behavior:



 · From Laptop1 we always see the correct time on the date/time
 fields.

 · From Laptop 2 we always see the time as 1 hour less than the
 correct time.

 · This issue goes away if we set the date on Laptop 2 to be
 beyond the DST change at 2am on Nov 6th.

 · The issue persists if we use different timezones.



 So, if the date/time field or $TIMESTAMP$ is displayed as 5:00pm on Laptop
 1, we see 4:00pm on Laptop2.  When we set the date/time on Laptop 2 to
 any time after 2am on Nov 6th, this discrepancy goes away.  If we change
 the time zones around, the -1 hour difference follows the change.



 The evidence points to some sort of DST discrepancy and we cannot rule out
 the User Client at this time.  We have a ticket open with BMC but it is
 still going through the support channels right now.



 Does anyone here know what time-related variables are involved with the
 User Client interaction with the server, and what are the sources of those
 variables?  I’ve scoured the Windows 7 information out there looking for
 all time variables and comparing them on each laptop and everything is
 identical so far.



 Any information is much appreciated!



 Thanks,



 Paul Blasquez


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Re: Strange time display issues, possible DST bug?

2011-11-03 Thread Paul Blasquez
Thanks for you replies, Axton and Fred.

BMC got back to me and we were able to demonstrate the issue to them over a
webex.  BMC was able to replicate the issue in one of their test
environments and the tech is going to request a defect be issued but he
emphasized that he has no idea whether it will be patched or not due to the
EOL status of the User Client.

Downgrading the User Client to 7.1 fixes the issue.  The issue was
replicated by BMC in version 7.5 and 7.6 of the user client on Windows 7
client machines.

Hope this helps someone else out there.

Thanks,

-Paul

On Thu, Nov 3, 2011 at 12:27 PM, Grooms, Frederick W 
frederick.w.gro...@xo.com wrote:

 Do you have ALL the Windows 7 DST patches on Laptop 2?

 When does each laptop think that the DST change is set to take effect?

 Fred

 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] On Behalf Of Paul Blasquez
 Sent: Thursday, November 03, 2011 2:08 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: Strange time display issues, possible DST bug?

 ** Correction, we have a 7.1 patch 7 server.

 Clarification:  The 1 hour discrepancy appears when displaying date/time
 fields and $TIMESTAMP$ variables on forms in the user client.  Sorry that
 it wasn't clear in the original wording.  I've corrected it in red below:
 On Thu, Nov 3, 2011 at 11:44 AM, Paul Blasquez  wrote:
 Hello All,

 We have a very strange issue on our custom 7.1 patch 22 server and I
 wanted to reach out to see if anyone else is encountering this or if they
 have any insight.

 The issue is that a random sample of Windows 7 users is seeing timestamps
 as 1 hour less than their configured timezone.  We've been able to set up
 an experiment to isolate the behavior as best as possible.

 Behavior is from two identical laptops:

 . Model: Dell Latitude E6420
 . OS: Window 7 SP1, same KBs installed.
 . Remedy User Client: 7.6.04 SP2
 . We are using the same user.
 . The user has their Time Zone set to GMT -8:00 America/Los
 Angeles. We've used preferences both locally on each laptop and from a
 preference server.

 Description of the Behavior:

 . From Laptop1 we always see the correct time on the date/time
 fields.
 . From Laptop 2 we always see the time as 1 hour less than the
 correct time.
 . This issue goes away if we set the date on Laptop 2 to be beyond
 the DST change at 2am on Nov 6th.
 . The issue persists if we use different timezones.

 So, if the date/time field or $TIMESTAMP$ is displayed as 5:00pm on Laptop
 1, we see 4:00pm on Laptop2.  When we set the date/time on Laptop 2 to any
 time after 2am on Nov 6th, this discrepancy goes away.  If we change the
 time zones around, the -1 hour difference follows the change.

 The evidence points to some sort of DST discrepancy and we cannot rule out
 the User Client at this time.  We have a ticket open with BMC but it is
 still going through the support channels right now.

 Does anyone here know what time-related variables are involved with the
 User Client interaction with the server, and what are the sources of those
 variables?  I've scoured the Windows 7 information out there looking for
 all time variables and comparing them on each laptop and everything is
 identical so far.

 Any information is much appreciated!

 Thanks,

 Paul Blasquez

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Re: Strange time display issues, possible DST bug?

2011-11-03 Thread Paul Blasquez
So far the issue has only been seen on Windows 7 boxes.

On Thu, Nov 3, 2011 at 1:46 PM, Grooms, Frederick W 
frederick.w.gro...@xo.com wrote:

 Thanks for the update.   Do you know if it was reproducible on XP using
 the 7.6.04 SP2 User Tool (or was it a Windows 7 only issue)?

 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] On Behalf Of Paul Blasquez
 Sent: Thursday, November 03, 2011 3:40 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: Strange time display issues, possible DST bug?

 ** Thanks for your replies, Axton and Fred.

 BMC got back to me and we were able to demonstrate the issue to them over
 a webex.  BMC was able to replicate the issue in one of their test
 environments and the tech is going to request a defect be issued but he
 emphasized that he has no idea whether it will be patched or not due to the
 EOL status of the User Client.

 Downgrading the User Client to 7.1 fixes the issue.  The issue was
 replicated by BMC in version 7.5 and 7.6 of the user client on Windows 7
 client machines.

 Hope this helps someone else out there.

 Thanks,

 -Paul
 On Thu, Nov 3, 2011 at 12:27 PM, Grooms, Frederick W 
 frederick.w.gro...@xo.com wrote:
 Do you have ALL the Windows 7 DST patches on Laptop 2?

 When does each laptop think that the DST change is set to take effect?

 Fred

 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] On Behalf Of Paul Blasquez
 Sent: Thursday, November 03, 2011 2:08 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: Strange time display issues, possible DST bug?

 ** Correction, we have a 7.1 patch 7 server.

 Clarification:  The 1 hour discrepancy appears when displaying date/time
 fields and $TIMESTAMP$ variables on forms in the user client.  Sorry that
 it wasn't clear in the original wording.  I've corrected it in red below:
 On Thu, Nov 3, 2011 at 11:44 AM, Paul Blasquez  wrote:
 Hello All,

 We have a very strange issue on our custom 7.1 patch 22 server and I
 wanted to reach out to see if anyone else is encountering this or if they
 have any insight.

 The issue is that a random sample of Windows 7 users is seeing timestamps
 as 1 hour less than their configured timezone.  We've been able to set up
 an experiment to isolate the behavior as best as possible.

 Behavior is from two identical laptops:

 . Model: Dell Latitude E6420
 . OS: Window 7 SP1, same KBs installed.
 . Remedy User Client: 7.6.04 SP2
 . We are using the same user.
 . The user has their Time Zone set to GMT -8:00 America/Los
 Angeles. We've used preferences both locally on each laptop and from a
 preference server.

 Description of the Behavior:

 . From Laptop1 we always see the correct time on the date/time
 fields.
 . From Laptop 2 we always see the time as 1 hour less than the
 correct time.
 . This issue goes away if we set the date on Laptop 2 to be beyond
 the DST change at 2am on Nov 6th.
 . The issue persists if we use different timezones.

 So, if the date/time field or $TIMESTAMP$ is displayed as 5:00pm on Laptop
 1, we see 4:00pm on Laptop2.  When we set the date/time on Laptop 2 to any
 time after 2am on Nov 6th, this discrepancy goes away.  If we change the
 time zones around, the -1 hour difference follows the change.

 The evidence points to some sort of DST discrepancy and we cannot rule out
 the User Client at this time.  We have a ticket open with BMC but it is
 still going through the support channels right now.

 Does anyone here know what time-related variables are involved with the
 User Client interaction with the server, and what are the sources of those
 variables?  I've scoured the Windows 7 information out there looking for
 all time variables and comparing them on each laptop and everything is
 identical so far.

 Any information is much appreciated!

 Thanks,

 Paul Blasquez
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Full Time Remedy Developer Position

2010-04-20 Thread Paul Blasquez
Available in San Jose, CA.

Please use our career portal to apply: 
http://equinix.hodesiq.com/job_detail.asp?JobID=1903385


Paul Blasquez
Senior Network Engineer/Remedy Developer |



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Re: Major 6.3 Migration Project [Resolved]

2009-09-23 Thread Paul Blasquez

 Axton Grams

 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.


 On Thu, Sep 17, 2009 at 7:05 PM, Paul Blasquez pblasq...@equinix.com
 wrote:
 **
 Hello,

 I have been tasked from moving our current production installation to a
 more
 robust/modern installation.  Any and all help would be appreciated!

 Currently:

 -AR System 6.3 custom server (with modifications to forms User and AR
 System
 Email Messages)
 -Oracle 9iR2 non-unicode
 -Solaris 9
 -Application and Database reside on the same machine

 Goal:

 -AR System 7.1 or 7.5 (With form modifications intact)
 -Oracle 11g unicode
 -Linux Redhat 5
 -Application and Database on different machines
 -Disaster Recovery (DR) backup site (Using Oracle log-shipping)
 -Local High Availibility (HA) backup server (server groups?)

 I have at my disposal 4 Virtual Machines (VMs) to do development and
 testing, with an additional 2 VMs and 2 dedicated servers (for the DBs)
 reserved for the final production installation.  (Please note that there
 will be Midtier servers involved in all of this, but their deployment is
 trivial so I'm not including them here.)

 From my point of view I see that multiple operations must occur for this
 migration to be successful (in no particular order):

 1) The Oracle 9iR2 DB
     -Must be upgraded to 11g
     -Must be translated into Unicode
     -Must be moved from the Solaris 9 machine to the Linux RH5 machine

 2) The current 6.3 installation
     -Must be upgraded to 7.1 or 7.5
     -Must be configured for server groups
     -Must be moved from the Solaris 9 machine to the Linux RH5 machine
     -Must begin connecting to the DB remotely instead of locally

 3) The finished AR System 7.x installation and Oracle 11g DB
     -Must begin log shipping (Data Guard) to the second DB
     -Must have a method for failing over to the second site
     -Must have a method for local server group failover (load
 balancer/quick
 TTL DNS)

 If you have completed any one of these tasks before, *please* share with
 me
 your experience and what you would recommend for my situation!   I would
 save me hours of researching dead-ends!


 Finally, I would like input on what would be the correct order to
 complete
 all of these tasks, so that the cutover would be as smooth as possible
 with
 the least downtime possible.  So far, I have tested the following
 scenario
 in Dev/Test:

 Fresh installation of 7.1/7.5
     -DEF import of workflow
     -ARX import of data

 This method seems stable but tedious, as there are many import errors I
 would need to repair.  This would be the method I would fall back on if
 there were no more clever/sophisticated way to upgrade.


 Again, ANY input at all would be GREAT, as of course this project is on
 a
 tight timeline.  THANK YOU to anyone who responds!

 
 Paul Blasquez
 Senior Network Engineer/Remedy Developer


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Major 6.3 Migration Project

2009-09-17 Thread Paul Blasquez
Hello,

I have been tasked from moving our current production installation to a more 
robust/modern installation.  Any and all help would be appreciated!

Currently:

-AR System 6.3 custom server (with modifications to forms User and AR System 
Email Messages)
-Oracle 9iR2 non-unicode
-Solaris 9
-Application and Database reside on the same machine

Goal:

-AR System 7.1 or 7.5 (With form modifications intact)
-Oracle 11g unicode
-Linux Redhat 5
-Application and Database on different machines
-Disaster Recovery (DR) backup site (Using Oracle log-shipping)
-Local High Availibility (HA) backup server (server groups?)

I have at my disposal 4 Virtual Machines (VMs) to do development and testing, 
with an additional 2 VMs and 2 dedicated servers (for the DBs) reserved for the 
final production installation.  (Please note that there will be Midtier servers 
involved in all of this, but their deployment is trivial so I'm not including 
them here.)

From my point of view I see that multiple operations must occur for this 
migration to be successful (in no particular order):

1) The Oracle 9iR2 DB
-Must be upgraded to 11g
-Must be translated into Unicode
-Must be moved from the Solaris 9 machine to the Linux RH5 machine

2) The current 6.3 installation
-Must be upgraded to 7.1 or 7.5
-Must be configured for server groups
-Must be moved from the Solaris 9 machine to the Linux RH5 machine
-Must begin connecting to the DB remotely instead of locally

3) The finished AR System 7.x installation and Oracle 11g DB
-Must begin log shipping (Data Guard) to the second DB
-Must have a method for failing over to the second site
-Must have a method for local server group failover (load balancer/quick 
TTL DNS)

If you have completed any one of these tasks before, *please* share with me 
your experience and what you would recommend for my situation!   I would save 
me hours of researching dead-ends!


Finally, I would like input on what would be the correct order to complete all 
of these tasks, so that the cutover would be as smooth as possible with the 
least downtime possible.  So far, I have tested the following scenario in 
Dev/Test:

Fresh installation of 7.1/7.5
-DEF import of workflow
-ARX import of data

This method seems stable but tedious, as there are many import errors I would 
need to repair.  This would be the method I would fall back on if there were no 
more clever/sophisticated way to upgrade.


Again, ANY input at all would be GREAT, as of course this project is on a tight 
timeline.  THANK YOU to anyone who responds!


Paul Blasquez
Senior Network Engineer/Remedy Developer



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Auto-copy Button

2009-04-08 Thread Paul Blasquez
Hello,

As my Windows OLE knowledge is very slight, I would like to ask if
someone could give me the OLE trees I would want to add to an AL that
would store the contents of a target field in the user's copy buffer so
they could paste the contents into another program without having to
highlight and ctrl-c.

I have set up the spellcheck function before using the example in the
documentation, so I'm not completely lost, I just need a list of the
correct selections.

Any help is appreciated!

Thank you, 

Paul Blasquez
Senior Network Engineer/Remedy Developer | 
Equinix, Inc.

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Midtier Time Zone Issues

2008-11-18 Thread Paul Blasquez
Hello,

I've gone through the archives and I cannot find a situation quite like
mine so I'm opening a new thread.

The issue I am having is that the mid-tier is reading the user's Windows
Time Zone information, and I want it to either use the server OS time
zone, or read from the User Preference form.

My goal is to have everyone across several time zones use the same time
zone on the mid-tier regardless of their Windows setting.  I cannot find
a way to override the Windows Time Zone at this time.

I have tried without success:

-Setting the Locale portion of the User Preferences form to be en_US and
PST time zone, with the Mid-Tier using the Preference Server.
-Removing the Preference Server from the Mid-Tier settings completely

The User Preference setting is working correctly if I use the User
Client, but not the Mid-Tier.

Here is my AR System and Mid Tier environment:

AR System 6.3 patch 22
Solaris 9
Oracle 9R2

Mid Tier Version7.1.00 Build 200708221849
Web Server Information  Apache Tomcat/5.5.17
Operating System Name   SunOS
Java Version1.5.0_11


Any help is appreciated!

Paul Blasquez
Senior Network Engineer/Remedy Developer

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Resolved (kind of): Midtier Time Zone Issues

2008-11-18 Thread Paul Blasquez
FYI:

I hacked around this by modifying the TimezoneFinder.js file to always
return America/Los_Angeles which was the time zone I was after.  Not
sure how this will go down next DST change but I'll watch out for it.

-Paul

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Paul Blasquez
Sent: Tuesday, November 18, 2008 8:49 PM
To: arslist@ARSLIST.ORG
Subject: Midtier Time Zone Issues

Hello,

I've gone through the archives and I cannot find a situation quite like
mine so I'm opening a new thread.

The issue I am having is that the mid-tier is reading the user's Windows
Time Zone information, and I want it to either use the server OS time
zone, or read from the User Preference form.

My goal is to have everyone across several time zones use the same time
zone on the mid-tier regardless of their Windows setting.  I cannot find
a way to override the Windows Time Zone at this time.

I have tried without success:

-Setting the Locale portion of the User Preferences form to be en_US and
PST time zone, with the Mid-Tier using the Preference Server.
-Removing the Preference Server from the Mid-Tier settings completely

The User Preference setting is working correctly if I use the User
Client, but not the Mid-Tier.

Here is my AR System and Mid Tier environment:

AR System 6.3 patch 22
Solaris 9
Oracle 9R2

Mid Tier Version7.1.00 Build 200708221849
Web Server Information  Apache Tomcat/5.5.17
Operating System Name   SunOS
Java Version1.5.0_11


Any help is appreciated!

Paul Blasquez
Senior Network Engineer/Remedy Developer


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Re: Using Military Time

2008-10-24 Thread Paul Blasquez
Rod,

Thank you for this info, I will go back into the User Preference form
and give this a try.

-Paul 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rod Harris
Sent: Tuesday, October 21, 2008 20:38
To: arslist@ARSLIST.ORG
Subject: Re: Using Military Time

Hi Paul,
 
There are AR user preference fields for date and time formats that will
override the windows client settings. There are two fields for the mid
tier and a separate combined field for the windows user tool (WUT). From
memory you may get issues in ITSM if you drop seconds from the time
display but the change to a 24 hour clock shouldn't be a problem. You
could use workflow to default a user's preference setting to a 24 hour
clock. I've done this sort of thing at a couple of client sites
recently. One was all web and the other all WUT so it should work for
both.  
 
 
In Australia we set our WUT date time format to 
dd/MM/ HH:mm:ss 
 
You were on the right track when you found the date format setting in
the preference field. It can actually includes formats for both date and
time.
 
Rod Harris



From: Action Request System discussion list(ARSList) on behalf of Paul
Blasquez
Sent: Wed 10/22/2008 10:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: Using Military Time


** 
Mike,
 
I was hoping for something more restricted to the server itself, but
that did work, thank you.
 
Now I get to tell an entire department that they will have to modify
every single windows workstation in order to use military time, should
be fun. :)
 
-Paul



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mike White
Sent: Tuesday, October 21, 2008 10:41
To: arslist@ARSLIST.ORG
Subject: Re: Using Military Time


** 

Display in date/time fields on forms as records are displayed?

Time display is a function of the workstation (Windows). Control
Panel=Regional and Language Settings=Customize=Time. Set HH:mm:ss for
24-hour time (hh:mm:ss for 12-hour time). Single characters will
zero-suppress, if that's what you want.

Mike White
Office: 813-978-2192
E-mail: [EMAIL PROTECTED]

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Re: Using Military Time

2008-10-21 Thread Paul Blasquez
Mike,
 
I was hoping for something more restricted to the server itself, but
that did work, thank you.
 
Now I get to tell an entire department that they will have to modify
every single windows workstation in order to use military time, should
be fun. :)
 
-Paul



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mike White
Sent: Tuesday, October 21, 2008 10:41
To: arslist@ARSLIST.ORG
Subject: Re: Using Military Time


** 

Display in date/time fields on forms as records are displayed?

Time display is a function of the workstation (Windows). Control
Panel=Regional and Language Settings=Customize=Time. Set HH:mm:ss for
24-hour time (hh:mm:ss for 12-hour time). Single characters will
zero-suppress, if that's what you want.

Mike White
Office: 813-978-2192
E-mail: [EMAIL PROTECTED]


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Using Military Time

2008-10-20 Thread Paul Blasquez
Hello,

I have perused the archives quite a bit looking for a way for Date/Time
fields, by default, to display a 24 hour time instead of an AM/PM.

This is on solaris 9, AR 6.3 patch 22.

I have tried the following:

Setting my env variables ARDATE, ARDATEONLY, and ARTIMEONLY and
restarting the server.
Setting the variables inside the /etc/init.d/arsystem startup script
Setting the variables as Environment variable: ARDATE= inside both the
armonitor.conf and ar.conf files.  I have tried both the windows and
unix formats.

None of these methods has worked.

Here is what I have tried to set my variables to:

ARDATE=%m/%d/%y %T
ARDATEONLY=%m/%d/%y
ARTIMEONLY=%T

Environment-variable: ARDATE=%m/%d/%y %T
Environment-variable: ARDATE=MM/dd/yy HH:MM:SS

I've also checked the user preferences form but there does not seem to
be a custom time format section, just custom date format.

Has anyone gotten 24-hour time working on a solaris environment?

Paul Blasquez
Senior Network Engineer/Remedy Developer | 
Desk - 408.360.5220 | 
Cell - 408.627.5714

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Re: Run Process more than 255 characters

2008-08-12 Thread Paul Blasquez
Gullermo,
 
It seems you may not have been introduced to ARSperl yet, which is a lifesaver 
for us perl coders tasked with Remedy development.
 
You can get it here: http://www.arsperl.org/
 
The installation has an examples directory so you can get familiar with the 
syntax.
 
This would be a necessary part of the perl wrapper that LJ suggested.
 
Regards,
 
Paul Blasquez
Equinix, Inc.



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Guillermo Alfredo Torres Barron
Sent: Monday, August 11, 2008 4:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: Run Process more than 255 characters


** 

Hi Hugo

Yes, I Transfer the data to my run process, this is the command

 

cmd.exe /C c:\perl\proy\desarrollo\candy.pl -t $Proy-e-A$ -f $Proy-e-R$ -n 
Name -s $TaskName$ -a $AIS-FormatoFI$ -r $TaskName$ -l $Location Company$ 
-u $InstanceId$

 

The perl command send a meeting to user

Thanks in advance

 

 

De: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] En 
nombre de Hugo Ruesga
Enviado el: Lunes, 11 de Agosto de 2008 05:32 p.m.
Para: arslist@ARSLIST.ORG
Asunto: Re: Run Process more than 255 characters

 

** 

Gullermo:
 
First of all, you need to define the output from your run process, because from 
the way that you describe the situation it seems that the data that you send to 
your run process it's too large, by the way, at this point i see two things:
 
* Do you transfer the data to your run process using fields from remedy? - In 
that case you may modify the database name of the fields like this -- 
email-directiion-requester-user to emailreq, so in this case you can make a 
little bit shorter your run process line.
* the output of your RP retrieves a value to ARS or executes another action 
within the server? - in this case, you can evaluete performing a guide calling 
various Run Process to make it easier
 
Best Regards



Hugo Ruesga 
perotsystems® 
US  972.577.7000
MX +52 (33) 3332.3868

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replying to this message, and then delete it from your system. Thank you.

 

 



 Date: Mon, 11 Aug 2008 17:23:14 -0500
 From: [EMAIL PROTECTED]
 Subject: Run Process more than 255 characters
 To: arslist@ARSLIST.ORG
 
 Hi dear listers
 I want to run process in a filter, when the fully expanded command line
 exceed 255 characters don't obtain the hope result, but the command line
 is less 255 I receive the result in my application, in both cases there
 isn't any error in log files
 I need send more information in the run process, How can I execute a
 command line that exceed 255 charactes?
 I have Windows 2003 Advanced Server, AR Server 7.1 patch 003, SQL Server
 2007
 Thanks in advance
 Greetings from Mexico City
 
 
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Midtier Issues Turn Into Gross BMC Incompetence

2008-06-02 Thread Paul Blasquez
Hello,

I'm a little upset here, as I have received instructions from BMC, that
had I carried them out blindly on my production server, would have
completely wiped out any workflow and data I had not backed up, and with
no warning from BMC.  I would like to share these instructions here, and
get opinions as to whether I am totally misunderstanding the
instructions, or if I was given incomplete and dangerous instructions by
an incompetent BMC tech.

The problem was, originally, that when my form was called from the
midtier via a table or results list, the browser would display the form
as blank even though a specific request id was requested.  So, double
click the ticket, window opens, form is blank instead of filled in with
that ticket's contents. All workflow works fine in the user client.

So, after minor troubleshooting with BMC they finally request the .def
file, I send it.

They get back to me with the following instructions (object name
replaced by FORM):

1. Go to the Admin tool and open that form FORM and Save as that form
with the different name e.g. FORM-new
2. Rename original form FORM to FORM-old  
3. Now rename FORM-new to FORM.
4. Delete the form FORM
5. Rename FORM-old to FORM
6. Verify all the Active Links/Filters point to FORM
7. Export the *.def file of FORM
8. Delete the form FORM
9. Create new form  name it FORM
10. Verify all the Active Links/Filter point to FORM


Now the issue with this, and thank goodness I did this on my development
server first, is that at step 8, YOU DESTROY ALL YOUR DATA AND WORKFLOW.

Making steps 9 and 10 irrelevant.

Even given the fact that I could have implied that at step 7 I should
have exported the entire workflow for that form, there is still no step
that says back up your data, and there are no steps explaining importing
back your workflow and data.

Please give me your points of view on this situation because I am trying
to not write a scathing email or make a hostile phone call right now.

Paul Blasquez
Senior Network Engineer/Remedy Developer | 
Desk - 408.360.5220 | 
Cell - 408.627.5714

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Re: Midtier Issues Turn Into Gross BMC Incompetence

2008-06-02 Thread Paul Blasquez
Yes you are correct, except that he renamed FORM.new to FORM, then
deleted it.
 
I believe he was attempting to, for lack of a better term, shake things
loose by running file writes on every conceivable storage location in
the backend.
 
The truly criminal step is step 8, as I said before.
 
And yes, this is a direct copy-paste from his emails to me.  Here is
another (referencing the current solution):
 
Did you tried the latest solution provided? it shouldn't cause any kind
of losss.
 
He states that because I had stated that it looked like I was going to
lose data.  I did not expect to also lose workflow.
 
 
Thank you everyone who replied confirming my conclusions.  I am
currently escalating with the manager provided at the bottom of his
email and our reseller.
 
-Paul



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Monday, June 02, 2008 12:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: Midtier Issues Turn Into Gross BMC Incompetence


** I'm assuming that all instances of FORM refer to the same form and
form name.  So why would he, in step 3, rename FORM.old to FORM if in
step 4, FORM is just going to be deleted anyway?  If that's true, and if
this entire sequence has been accurately portrayed to us, it shows
little thought or experience.  I would deal with it at that level.

Rick


On Mon, Jun 2, 2008 at 12:15 PM, LJ Longwing [EMAIL PROTECTED]
wrote:


Yea...I can understand up to point 6but after that is just
weird and
definitely shouldn't be done on a production server.


1. Go to the Admin tool and open that form FORM and Save as
that form with
the different name e.g. FORM-new

2. Rename original form FORM to FORM-old (This is your
actual
form...with data and stuff)
3. Now rename FORM-new to FORM. (this puts a blank form into
place using
the original form name)
4. Delete the form FORM (removing blank form)
5. Rename FORM-old to FORM (rename original form from its
new name to
its original name)

6. Verify all the Active Links/Filters point to FORM
7. Export the *.def file of FORM
8. Delete the form FORM
9. Create new form  name it FORM
10. Verify all the Active Links/Filter point to FORM



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Paul Blasquez

Sent: Monday, June 02, 2008 12:37 PM
To: arslist@ARSLIST.ORG
Subject: Midtier Issues Turn Into Gross BMC Incompetence


Hello,

I'm a little upset here, as I have received instructions from
BMC, that
had I carried them out blindly on my production server, would
have
completely wiped out any workflow and data I had not backed up,
and with
no warning from BMC.  I would like to share these instructions
here, and
get opinions as to whether I am totally misunderstanding the
instructions, or if I was given incomplete and dangerous
instructions by
an incompetent BMC tech.

The problem was, originally, that when my form was called from
the
midtier via a table or results list, the browser would display
the form
as blank even though a specific request id was requested.  So,
double
click the ticket, window opens, form is blank instead of filled
in with
that ticket's contents. All workflow works fine in the user
client.

So, after minor troubleshooting with BMC they finally request
the .def
file, I send it.

They get back to me with the following instructions (object name
replaced by FORM):

1. Go to the Admin tool and open that form FORM and Save as
that form with
the different name e.g. FORM-new
2. Rename original form FORM to FORM-old
3. Now rename FORM-new to FORM.
4. Delete the form FORM
5. Rename FORM-old to FORM
6. Verify all the Active Links/Filters point to FORM
7. Export the *.def file of FORM
8. Delete the form FORM
9. Create new form  name it FORM
10. Verify all the Active Links/Filter point to FORM


Now the issue with this, and thank goodness I did this on my
development
server first, is that at step 8, YOU DESTROY ALL YOUR DATA AND
WORKFLOW.

Making steps 9 and 10 irrelevant.

Even given the fact that I could have implied that at step 7 I
should
have exported the entire workflow for that form, there is still
no step
that says back up your data, and there are no steps explaining
importing
back your workflow and data.

Please give me your points of view on this situation because I

Re: Midtier Issues Turn Into Gross BMC Incompetence

2008-06-02 Thread Paul Blasquez
Yes, that actually sounds much more sane, and I do not have anything
built that is referencing schemaid.
 
This is happening in both dev and production, trying versions 6.3 and
7.1 of Midtier.  Both my dev and prod servers are:
 
Solaris 9
Oracle 9iR2
Arsystem 6.3 patch 22
 
I guess there is no reason not to share the form name, it is:
EQIX:SupportMain
 
I have several other forms with the EQIX: prefix that do not suffer from
this issue.
 
-Paul



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Gary Opela (Corporate)
Sent: Monday, June 02, 2008 12:46 PM
To: arslist@ARSLIST.ORG
Subject: Re: Midtier Issues Turn Into Gross BMC Incompetence


** 

It almost sounds like he could have saved you a lot of time by saying: 

 

1)   Export all active links, filters, menus, etc for FORM

2)   Copy FORM to FORM-A 

3)   Delete FORM 

4)   Rename FORM-A to FORM 

5)   Re-import all active links, filters, menus, etc.

 

Even with that said, below are some issues you might face:

1)   Your new FORM will have a different schemaid, which would mess
up any direct SQLs to that schema, as well as any DB Views you've
created using it.

2)   I think the WF would re-attach to the form if it has the same
name, I don't think this goes off of schemaid, but I'm not really sure
about that.

3)   I still don't think this would solve the issue

 

Thank goodness you did this on Dev first. Is the issue occurring in both
dev and production? If so, check the name of the form to make sure there
isn't an issue with it.

 

Thanks,

 

Gary Opela, Jr., RSP

Remedy Engineer

Leader Communications, Inc.

http://www.5pointleader.com

http://www.lcibest.com

Best Product, Best People, Best PriceTM

An ISO 9001:2000 Certified, CMMI(r) Level 3 Rated Company



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Monday, June 02, 2008 2:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: Midtier Issues Turn Into Gross BMC Incompetence

 

** I'm assuming that all instances of FORM refer to the same form and
form name.  So why would he, in step 3, rename FORM.old to FORM if in
step 4, FORM is just going to be deleted anyway?  If that's true, and if
this entire sequence has been accurately portrayed to us, it shows
little thought or experience.  I would deal with it at that level.

Rick

On Mon, Jun 2, 2008 at 12:15 PM, LJ Longwing [EMAIL PROTECTED]
wrote:

Yea...I can understand up to point 6but after that is just weird and
definitely shouldn't be done on a production server.


1. Go to the Admin tool and open that form FORM and Save as that form
with
the different name e.g. FORM-new

2. Rename original form FORM to FORM-old (This is your actual
form...with data and stuff)
3. Now rename FORM-new to FORM. (this puts a blank form into place
using
the original form name)
4. Delete the form FORM (removing blank form)
5. Rename FORM-old to FORM (rename original form from its new name
to
its original name)

6. Verify all the Active Links/Filters point to FORM
7. Export the *.def file of FORM
8. Delete the form FORM
9. Create new form  name it FORM
10. Verify all the Active Links/Filter point to FORM



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Paul Blasquez

Sent: Monday, June 02, 2008 12:37 PM
To: arslist@ARSLIST.ORG
Subject: Midtier Issues Turn Into Gross BMC Incompetence

Hello,

I'm a little upset here, as I have received instructions from BMC, that
had I carried them out blindly on my production server, would have
completely wiped out any workflow and data I had not backed up, and with
no warning from BMC.  I would like to share these instructions here, and
get opinions as to whether I am totally misunderstanding the
instructions, or if I was given incomplete and dangerous instructions by
an incompetent BMC tech.

The problem was, originally, that when my form was called from the
midtier via a table or results list, the browser would display the form
as blank even though a specific request id was requested.  So, double
click the ticket, window opens, form is blank instead of filled in with
that ticket's contents. All workflow works fine in the user client.

So, after minor troubleshooting with BMC they finally request the .def
file, I send it.

They get back to me with the following instructions (object name
replaced by FORM):

1. Go to the Admin tool and open that form FORM and Save as that form
with
the different name e.g. FORM-new
2. Rename original form FORM to FORM-old
3. Now rename FORM-new to FORM.
4. Delete the form FORM
5. Rename FORM-old to FORM
6. Verify all the Active Links/Filters point to FORM
7. Export the *.def file of FORM
8. Delete the form FORM
9. Create new form  name it FORM
10. Verify all the Active Links/Filter point to FORM


Now the issue with this, and thank

Re: Midtier Issues Turn Into Gross BMC Incompetence

2008-06-02 Thread Paul Blasquez
Thank you for the suggestions, unfortunately there is no smoking gun in
the logs.

It happens not only on a table drill down but also on a results list
drill down.  The only time it works as expected is when there is a
results list on top of the form, as in a standard search.  When you
highlight a ticket there, it populates the form underneath.  However, if
you double-click the same ticket from the same results list, the new
window fails to populate the data, and does not throw an error in either
the server or midtier logs.

BTW, I have finished importing my workflow and form back into
development from production and the issue still exists.  So, whatever
write operations he hoped would clear the issue obviously did not work,
as it has been blown away and restored and is still exhibiting the same
behavior.

-Paul

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn
Sent: Monday, June 02, 2008 1:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: Midtier Issues Turn Into Gross BMC Incompetence

I love a good rant against BMC Support as much as the next person, but
I'd like to see your problem resolved too.

Can you give us more information that might help determine what the
problem is?  To start, are you using the Drill Down on the Table Field,
or are you trying to open that record with an Active Link?  If it's via
an Active Link, can you send us more information on the Open Window
command?

If I was in your shoes, I would run Active Link logs and try to
reproduce it in both the User Tool and on the Mid Tier, then compare
those log files and see what's happening.  My guess would be that
something potentially happens in one of those few areas where there is a
difference in the two, such as how Display/Windows Loaded for the
Execute On are different, or perhaps the timing works differently and
some workflow that has a lower execution order takes longer and a later
one does it's action first, or something weird.  Still, it should be
something you can figure out by looking at the logs from both.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Paul Blasquez
Sent: Monday, June 02, 2008 1:37 PM
To: arslist@ARSLIST.ORG
Subject: Midtier Issues Turn Into Gross BMC Incompetence

Hello,

I'm a little upset here, as I have received instructions from BMC, that
had I carried them out blindly on my production server, would have
completely wiped out any workflow and data I had not backed up, and with
no warning from BMC.  I would like to share these instructions here, and
get opinions as to whether I am totally misunderstanding the
instructions, or if I was given incomplete and dangerous instructions by
an incompetent BMC tech.

The problem was, originally, that when my form was called from the
midtier via a table or results list, the browser would display the form
as blank even though a specific request id was requested.  So, double
click the ticket, window opens, form is blank instead of filled in with
that ticket's contents. All workflow works fine in the user client.

So, after minor troubleshooting with BMC they finally request the .def
file, I send it.

They get back to me with the following instructions (object name
replaced by FORM):

1. Go to the Admin tool and open that form FORM and Save as that form
with the different name e.g. FORM-new
2. Rename original form FORM to FORM-old  
3. Now rename FORM-new to FORM.
4. Delete the form FORM
5. Rename FORM-old to FORM
6. Verify all the Active Links/Filters point to FORM
7. Export the *.def file of FORM
8. Delete the form FORM
9. Create new form  name it FORM
10. Verify all the Active Links/Filter point to FORM


Now the issue with this, and thank goodness I did this on my development
server first, is that at step 8, YOU DESTROY ALL YOUR DATA AND WORKFLOW.

Making steps 9 and 10 irrelevant.

Even given the fact that I could have implied that at step 7 I should
have exported the entire workflow for that form, there is still no step
that says back up your data, and there are no steps explaining importing
back your workflow and data.

Please give me your points of view on this situation because I am trying
to not write a scathing email or make a hostile phone call right now.

Paul Blasquez
Senior Network Engineer/Remedy Developer | 
Desk - 408.360.5220 | 
Cell - 408.627.5714


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http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access
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Re: Midtier Issues Turn Into Gross BMC Incompetence

2008-06-02 Thread Paul Blasquez
Hello All,

I am happy to report that within 5 minutes of getting a new support tech
my issue is resolved!

And it is so simple as to make my blood boil further from the previous
help I received.

The answer?

Under Form-Current View-Properties-Advanced Results List

Change No Selection to Select First, Fire Workflow. 

I don't know whether to be elated or tear out my hair or do the latter
in a joyous fashion. :)

-Paul



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Gary Opela (Corporate)
Sent: Monday, June 02, 2008 1:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: Midtier Issues Turn Into Gross BMC Incompetence

I agree with Shawn, something deeper is amiss.
It sounds like a permissions issue -- where the user has permission to
the form, but none of the fields. Unfortunately for you, if this where
the issue, then you wouldn't have a results list with any data, or a
table with any data, so this obviously isn't the issue.

Good luck with the fix, and PLEASE let us know what the issue was (even
if it was something easy, then we all overlooked it).

Thanks,



Gary Opela, Jr., RSP

Remedy Engineer

Leader Communications, Inc.

http://www.5pointleader.com

http://www.lcibest.com

Best Product, Best People, Best PriceTM

An ISO 9001:2000 Certified, CMMI(r) Level 3 Rated Company


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn
Sent: Monday, June 02, 2008 3:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: Midtier Issues Turn Into Gross BMC Incompetence

I hate those types of issues and wish you good luck.  That sounds like a
problem with the core functionality, and the BMC support rep should have
involved Engineering by now.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Paul Blasquez
Sent: Monday, June 02, 2008 3:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: Midtier Issues Turn Into Gross BMC Incompetence

Thank you for the suggestions, unfortunately there is no smoking gun in
the logs.

It happens not only on a table drill down but also on a results list
drill down.  The only time it works as expected is when there is a
results list on top of the form, as in a standard search.  When you
highlight a ticket there, it populates the form underneath.  However, if
you double-click the same ticket from the same results list, the new
window fails to populate the data, and does not throw an error in either
the server or midtier logs.

BTW, I have finished importing my workflow and form back into
development from production and the issue still exists.  So, whatever
write operations he hoped would clear the issue obviously did not work,
as it has been blown away and restored and is still exhibiting the same
behavior.

-Paul

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn
Sent: Monday, June 02, 2008 1:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: Midtier Issues Turn Into Gross BMC Incompetence

I love a good rant against BMC Support as much as the next person, but
I'd like to see your problem resolved too.

Can you give us more information that might help determine what the
problem is?  To start, are you using the Drill Down on the Table Field,
or are you trying to open that record with an Active Link?  If it's via
an Active Link, can you send us more information on the Open Window
command?

If I was in your shoes, I would run Active Link logs and try to
reproduce it in both the User Tool and on the Mid Tier, then compare
those log files and see what's happening.  My guess would be that
something potentially happens in one of those few areas where there is a
difference in the two, such as how Display/Windows Loaded for the
Execute On are different, or perhaps the timing works differently and
some workflow that has a lower execution order takes longer and a later
one does it's action first, or something weird.  Still, it should be
something you can figure out by looking at the logs from both.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Paul Blasquez
Sent: Monday, June 02, 2008 1:37 PM
To: arslist@ARSLIST.ORG
Subject: Midtier Issues Turn Into Gross BMC Incompetence

Hello,

I'm a little upset here, as I have received instructions from BMC, that
had I carried them out blindly on my production server, would have
completely wiped out any workflow and data I had not backed up, and with
no warning from BMC.  I would like to share these instructions here, and
get opinions as to whether I am totally misunderstanding the
instructions, or if I was given incomplete and dangerous instructions by
an incompetent BMC tech.

The problem was, originally, that when my form was called from the
midtier via a table or results list, the browser would display the form

Active Link After Submit Instead of Filter

2008-04-23 Thread Paul Blasquez
Hello,

I have a custom 6.3 Remedy implementation which is used by our Netcool
monitoring system to open tickets based on certain events.  The netcool
remedy gateway is used to push a few fields to Remedy and open a ticket,
then the Request ID is passed back to netcool and used for future
updates to the event.  All of this works just fine.

The issue I am seeing is that after Remedy receives the fields and the
ticket is saving, I fire 2 filters to pull data out of an external
database via a SQL call over a view in the local Oracle DB.  This call
can sometimes time out.  When it does, this causes the netcool gateway
to receive an ARERR 92 and a request ID is never created.

I am trying to work around this by doing the filter actions with an
active link that fires after submit.  I have tried it with both set
field alone and with a set field then a push field of matching IDs to
the same request ID.  Neither of these methods have worked.  Although
the ticket opens fine, the SQL results are not pushed to the fields.

Once again, the priority is that netcool receives a request ID in an
action that is separate from the SQL call.  I realize that an 1-2 minute
escalation could accomplish this but I don't like that from a
performance standpoint.

Any input is appreciated, thanks!


Paul Blasquez
Senior Network Engineer/Remedy Developer | 
Desk - 408.360.5220 | 
Cell - 408.627.5714

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Re: Active Link After Submit Instead of Filter

2008-04-23 Thread Paul Blasquez
My understanding of the view form (based on discussions with remedy
instructors) is that it does not cache the information, so accessing the
form is the same as making a sql call, you're just not doing the SQL
logic against the information until it exists locally.  I would love for
someone to refute this, as I would prefer 1-2 hour caching over
real-time calls.

-Paul

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger
Sent: Wednesday, April 23, 2008 11:38 AM
To: arslist@ARSLIST.ORG
Subject: Re: Active Link After Submit Instead of Filter

How about creating a View form to your view in the external db? Then you
do not need a SQL call.

HTH,

Roger A. Nall 
Manager, OSSNMS Remedy 
T-Mobile, USA 
Desk: 813-348-2556 
Cell: 973-652-6723 
FAX: 813-348-2565 
sf49fanv AIM IM 
RogerNall Yahoo IM 
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Paul Blasquez
Sent: Wednesday, April 23, 2008 2:32 PM
To: arslist@ARSLIST.ORG
Subject: Active Link After Submit Instead of Filter

Hello,

I have a custom 6.3 Remedy implementation which is used by our Netcool
monitoring system to open tickets based on certain events.  The netcool
remedy gateway is used to push a few fields to Remedy and open a ticket,
then the Request ID is passed back to netcool and used for future
updates to the event.  All of this works just fine.

The issue I am seeing is that after Remedy receives the fields and the
ticket is saving, I fire 2 filters to pull data out of an external
database via a SQL call over a view in the local Oracle DB.  This call
can sometimes time out.  When it does, this causes the netcool gateway
to receive an ARERR 92 and a request ID is never created.

I am trying to work around this by doing the filter actions with an
active link that fires after submit.  I have tried it with both set
field alone and with a set field then a push field of matching IDs to
the same request ID.  Neither of these methods have worked.  Although
the ticket opens fine, the SQL results are not pushed to the fields.

Once again, the priority is that netcool receives a request ID in an
action that is separate from the SQL call.  I realize that an 1-2 minute
escalation could accomplish this but I don't like that from a
performance standpoint.

Any input is appreciated, thanks!


Paul Blasquez
Senior Network Engineer/Remedy Developer | 
Desk - 408.360.5220 | 
Cell - 408.627.5714


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Re: Active Link After Submit Instead of Filter

2008-04-23 Thread Paul Blasquez
Yes I was afraid of this, and was hoping there was some tricky detail I
hadn't thought of that could make it possible without the escalation.
This is definitely an issue I'm willing to spend the escalation
resources on, just doing due diligence and all that.

Thank you for the input!

-Paul 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing
Sent: Wednesday, April 23, 2008 11:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: Active Link After Submit Instead of Filter

Unfortunately the AL's aren't firing, because it's not the user tool
doing
the insert.  If you want them to fire as part of the submit, you need to
deal with the timeouts, if you need the submit to happen without the
possibility of the timeout, you need to have the sql lookup fire on some
other trigger, the other trigger would be an escalation, performance
wise it
wouldn't be that bad, if you have too many records in that table you
could
always index the fields used for lookup on your escalation to mitigate. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Paul Blasquez
Sent: Wednesday, April 23, 2008 12:32 PM
To: arslist@ARSLIST.ORG
Subject: Active Link After Submit Instead of Filter

Hello,

I have a custom 6.3 Remedy implementation which is used by our Netcool
monitoring system to open tickets based on certain events.  The netcool
remedy gateway is used to push a few fields to Remedy and open a ticket,
then the Request ID is passed back to netcool and used for future
updates to
the event.  All of this works just fine.

The issue I am seeing is that after Remedy receives the fields and the
ticket is saving, I fire 2 filters to pull data out of an external
database
via a SQL call over a view in the local Oracle DB.  This call can
sometimes
time out.  When it does, this causes the netcool gateway to receive an
ARERR
92 and a request ID is never created.

I am trying to work around this by doing the filter actions with an
active
link that fires after submit.  I have tried it with both set field alone
and
with a set field then a push field of matching IDs to the same request
ID.
Neither of these methods have worked.  Although the ticket opens fine,
the
SQL results are not pushed to the fields.

Once again, the priority is that netcool receives a request ID in an
action
that is separate from the SQL call.  I realize that an 1-2 minute
escalation
could accomplish this but I don't like that from a performance
standpoint.

Any input is appreciated, thanks!


Paul Blasquez
Senior Network Engineer/Remedy Developer | Desk - 408.360.5220 | Cell -
408.627.5714



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Re: Active Link After Submit Instead of Filter

2008-04-23 Thread Paul Blasquez
Thank you for mentioning that, and yes, I am currently in talks with my
DBA to set up a 1-2 hour caching mechanism on the local DB to replace
the view.  After further review I just don't feel comfortable with the
scaling of an escalation for this purpose.
 
All things said and done, the DB needs to return the data instead of
Remedy trying to work around it timing out.  I might have let it slide
if the active link after submit idea had panned out but perhaps this is
for the better.
 
Thanks!
 
-Paul

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Brian Goralczyk
Sent: Wednesday, April 23, 2008 2:53 PM
To: arslist@ARSLIST.ORG
Subject: Re: Active Link After Submit Instead of Filter


** 
Paul, 
 
If you are going to go through that effor, does the information need to
be live that you are looking up?  I don't recall seeing what the data
was gathered from or for.  Can you instead create an escalation that
could fire once an hour, or even less often, that would load the data
from your external source into a table on your database? 
 
Just an idea that I didn't see stated.
 
Brian


On Wed, Apr 23, 2008 at 3:37 PM, Paul Blasquez [EMAIL PROTECTED]
wrote:


Yes I was afraid of this, and was hoping there was some tricky
detail I
hadn't thought of that could make it possible without the
escalation.
This is definitely an issue I'm willing to spend the escalation
resources on, just doing due diligence and all that.

Thank you for the input!

-Paul


-Original Message-
From: Action Request System discussion list(ARSList)

[mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing
Sent: Wednesday, April 23, 2008 11:47 AM
To: arslist@ARSLIST.ORG

Subject: Re: Active Link After Submit Instead of Filter

Unfortunately the AL's aren't firing, because it's not the user
tool
doing
the insert.  If you want them to fire as part of the submit, you
need to
deal with the timeouts, if you need the submit to happen without
the
possibility of the timeout, you need to have the sql lookup fire
on some
other trigger, the other trigger would be an escalation,
performance
wise it
wouldn't be that bad, if you have too many records in that table
you
could
always index the fields used for lookup on your escalation to
mitigate.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Paul Blasquez
Sent: Wednesday, April 23, 2008 12:32 PM
To: arslist@ARSLIST.ORG
Subject: Active Link After Submit Instead of Filter

Hello,

I have a custom 6.3 Remedy implementation which is used by our
Netcool
monitoring system to open tickets based on certain events.  The
netcool
remedy gateway is used to push a few fields to Remedy and open a
ticket,
then the Request ID is passed back to netcool and used for
future
updates to
the event.  All of this works just fine.

The issue I am seeing is that after Remedy receives the fields
and the
ticket is saving, I fire 2 filters to pull data out of an
external
database
via a SQL call over a view in the local Oracle DB.  This call
can
sometimes
time out.  When it does, this causes the netcool gateway to
receive an
ARERR
92 and a request ID is never created.

I am trying to work around this by doing the filter actions with
an
active
link that fires after submit.  I have tried it with both set
field alone
and
with a set field then a push field of matching IDs to the same
request
ID.
Neither of these methods have worked.  Although the ticket opens
fine,
the
SQL results are not pushed to the fields.

Once again, the priority is that netcool receives a request ID
in an
action
that is separate from the SQL call.  I realize that an 1-2
minute
escalation
could accomplish this but I don't like that from a performance
standpoint.

Any input is appreciated, thanks!


Paul Blasquez
Senior Network Engineer/Remedy Developer | Desk - 408.360.5220 |
Cell -
408.627.5714




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the Answers

ARS6.3 Setting search-menu populated character field with an escalation

2007-10-09 Thread Paul Blasquez
Hello,
 
I have a character field that is populated with a search menu, named
Queue.  I created an escalation that assigns new email tickets to the
Queue of 'NOC'.  When the escalation occurs, the field is correctly
saved with the value 'NOC', and it appears the same as when 'NOC' is
chosen from the search menu.
 
Now the problem is, when a search is done on the form using the search
menu to populate Queue with 'NOC', the tickets that were assigned via
the escalator do not show up.
 
Here is a sample of the SQL difference in the log files:
 
AR_ESCALATOR:
 
dd_Queue (536870938) = NOC
 
Manual:
 
C536870938='NOC'
 
 
I have tried both single and double quotes around NOC in the escalation
push field, but the problem remains.  Anyone have any ideas?  If I
cannot solve this issue I will have to go to a static drop-down for this
field as the escalation is more important than the dynamic menu.
 
Thank you,
 
Paul Blasquez

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Re: Custom Request ID/GUID

2007-09-19 Thread Paul Blasquez
:[EMAIL PROTECTED] Behalf Of Paul Blasquez
 Sent: Tuesday, September 18, 2007 7:45 PM
 To: arslist@ARSLIST.ORG
 Subject: Custom Request ID/GUID


 Hello,

 Are any of you using the ticket identifier format of
 yearmonthday-unique number?  For example, issue 123 for today
would
 be ticket number 20070918-123.  I have been a user on a system that
used
 this format, and I appreciate its intuitiveness.

 What is required to implement this? Is there simply a format/pattern
applied
 to the request id field?  Or is it a bit more involved?  I can't seem
to
 find anything about it in the Basic/Advanced guides nor in the ARS
archives.

 ___
 Paul Blasquez
 Remedy Developer/Senior Network Engineer
 Equinix, Inc.
__20060125___This posting was submitted with HTML in
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Custom Request ID/GUID

2007-09-18 Thread Paul Blasquez
Hello,

Are any of you using the ticket identifier format of
yearmonthday-unique number?  For example, issue 123 for today
would be ticket number 20070918-123.  I have been a user on a system
that used this format, and I appreciate its intuitiveness.

What is required to implement this? Is there simply a format/pattern
applied to the request id field?  Or is it a bit more involved?  I can't
seem to find anything about it in the Basic/Advanced guides nor in the
ARS archives.

___
Paul Blasquez
Remedy Developer/Senior Network Engineer
Equinix, Inc.

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Re: Introduction and EXTERNAL() operator question - RESOLVED

2007-09-17 Thread Paul Blasquez
 sure that both of those links have been posted
before... I am left wondering if your Google foo is weaker than you
lead us to believe ( Just kidding )

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 9/14/07, Paul Blasquez [EMAIL PROTECTED] wrote:
 Hello,

 I am new to Remedy development; a lot of the questions I will have may
 be very elementary to most of you, but I can assure you I will go
 through all the pertinent documentation and look through the archives
of
 arslist as well as the remedy forum that I have joined, before I ask
 here.  So, please excuse my ignorance, I hate being the new guy as
much
 as you hate dealing with him. ;)

 Now for my issue:

 I am having a tough time understanding how the EXTERNAL() operator
 works, if someone could provide a working example of the syntax that
 would help quite a bit.  I think I'm going to need this operator a lot
 as I have a need to create menus using dynamic qualifications and this
 seems to be the way to go.

 For example:

 I have created a Menu named 'GroupMenu', it simply contains all groups
 with group ids between 1000 and 14999.  I have attached that menu to a
 character field named 'Queue' on my main form.  When the user chooses
a
 group, an active-link populates another, hidden, character field with
 the Group ID.  I have set up the core field 'Assigned To' with a NULL
 menu, and given it the style of drop-down.  An active link fires when
 the 'Assigned To' field gains focus, looking up what users have that
 group id in their group list, and displaying the active-link pop-up
list
 for the user to choose from.

 What I would much rather do is have a menu named 'UserMenu' attached
to
 the 'Assigned To' field, and have it do the same qualification as the
 current active-link does on group id.  I'm fairly certain that the
 EXTERNAL() operator should allow me to do this, but I am having
trouble
 figuring out the correct syntax to use on the menu qualification, as
the
 Basic Guide document does not have an example.  This is what I have
 tried:

 ( 'Group List' LIKE ( EXTERNAL($Support_Main_Group_ID$) +  ;% )) OR
(
 'Group List' LIKE (( %;  + EXTERNAL($Support_Main_Group_ID$)) +
;%
 )) OR ( 'Computed Grp List' LIKE ( EXTERNAL($Support_Main_Group_ID$) +
 ;% )) OR ( 'Computed Grp List' LIKE (( %;  +
 EXTERNAL($Support_Main_Group_ID$)) +  ;% ))

 ...but it does not like the EXTERNAL bits.

 Again, I know this will probably be something really basic, so I thank
 you for your time.

 ___
 Paul Blasquez
 Remedy Developer/Senior Network Engineer
 Equinix, Inc.


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Introduction and EXTERNAL() operator question

2007-09-14 Thread Paul Blasquez
Hello,

I am new to Remedy development; a lot of the questions I will have may
be very elementary to most of you, but I can assure you I will go
through all the pertinent documentation and look through the archives of
arslist as well as the remedy forum that I have joined, before I ask
here.  So, please excuse my ignorance, I hate being the new guy as much
as you hate dealing with him. ;)

Now for my issue:

I am having a tough time understanding how the EXTERNAL() operator
works, if someone could provide a working example of the syntax that
would help quite a bit.  I think I'm going to need this operator a lot
as I have a need to create menus using dynamic qualifications and this
seems to be the way to go.

For example:

I have created a Menu named 'GroupMenu', it simply contains all groups
with group ids between 1000 and 14999.  I have attached that menu to a
character field named 'Queue' on my main form.  When the user chooses a
group, an active-link populates another, hidden, character field with
the Group ID.  I have set up the core field 'Assigned To' with a NULL
menu, and given it the style of drop-down.  An active link fires when
the 'Assigned To' field gains focus, looking up what users have that
group id in their group list, and displaying the active-link pop-up list
for the user to choose from.

What I would much rather do is have a menu named 'UserMenu' attached to
the 'Assigned To' field, and have it do the same qualification as the
current active-link does on group id.  I'm fairly certain that the
EXTERNAL() operator should allow me to do this, but I am having trouble
figuring out the correct syntax to use on the menu qualification, as the
Basic Guide document does not have an example.  This is what I have
tried:

( 'Group List' LIKE ( EXTERNAL($Support_Main_Group_ID$) +  ;% )) OR (
'Group List' LIKE (( %;  + EXTERNAL($Support_Main_Group_ID$)) +  ;%
)) OR ( 'Computed Grp List' LIKE ( EXTERNAL($Support_Main_Group_ID$) +
;% )) OR ( 'Computed Grp List' LIKE (( %;  +
EXTERNAL($Support_Main_Group_ID$)) +  ;% ))

...but it does not like the EXTERNAL bits.

Again, I know this will probably be something really basic, so I thank
you for your time.

___
Paul Blasquez
Remedy Developer/Senior Network Engineer
Equinix, Inc.

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AR 6.3 How to Populate a Table with a SQL Query?

2007-09-07 Thread Paul Blasquez
Hello,

I have a 'Customer Data' page on my main form in which there is one
read/write character field named 'Company Name+', and several read-only
character fields.  I have set up a menu that reads from an Oracle View
SQL query our database of customers, attached it to the 'Customer Data'
field. and set up a couple active links so that when a search term is
entered into Customer Data, or a Customer is chosen from the menu, the
read-only fields are filled in with the appropriate SQL result columns.

Now, my issue is that I would also like to have a table on the page that
I can populate with the customer's contact list.  In order to do this, I
must make another SQL query, using the 'customer_id' from the original
'company_name' query to key which rows to pull out.

Any ideas on workflow that could pass the customer_id variable to a new
SQL query, and then populate a table with several rows of data?  I can't
seem to work out a solution using menus/forms/active links.

Thank you!

___
Paul Blasquez
[EMAIL PROTECTED]

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Re: AR 6.3 How to Populate a Table with a SQL Query?

2007-09-07 Thread Paul Blasquez
Ah yes, view forms. (You can tell I'm new at this.)

Unfortunately, while creating the view, none of my database fields
qualify as an index (tripping up on the 6-15 char window).

I'm trying to work around this in oracle (the table is actually a view
of an external DB so I have no control of that varchar limit), any other
methods of implementing are appreciated.

Thanks!

-Paul


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr
OC-ALC/ITMA
Sent: Friday, September 07, 2007 11:43 AM
To: arslist@ARSLIST.ORG
Subject: Re: AR 6.3 How to Populate a Table with a SQL Query?

You cannot populate a table via direct SQL (unfortunately). You can,
however, create a remedy view and point it to a database SQL view of
what you need, then point the remedy table to the view you created.

Now, to pass a dynamic variable in the table qualification field, check
out EXTERNAL() function in the AR Admin basic book.

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 Paul Blasquez
Sent: Friday, September 07, 2007 12:16 PM
To: arslist@ARSLIST.ORG
Subject: AR 6.3 How to Populate a Table with a SQL Query?

Hello,

I have a 'Customer Data' page on my main form in which there is one
read/write character field named 'Company Name+', and several read-only
character fields.  I have set up a menu that reads from an Oracle View
SQL query our database of customers, attached it to the 'Customer Data'
field. and set up a couple active links so that when a search term is
entered into Customer Data, or a Customer is chosen from the menu, the
read-only fields are filled in with the appropriate SQL result columns.

Now, my issue is that I would also like to have a table on the page that
I can populate with the customer's contact list.  In order to do this, I
must make another SQL query, using the 'customer_id' from the original
'company_name' query to key which rows to pull out.

Any ideas on workflow that could pass the customer_id variable to a new
SQL query, and then populate a table with several rows of data?  I can't
seem to work out a solution using menus/forms/active links.

Thank you!

___
Paul Blasquez
[EMAIL PROTECTED]


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Re: AR 6.3 How to Populate a Table with a SQL Query?

2007-09-07 Thread Paul Blasquez
Unfortunately, neither of these solutions creates a column that is a
suitable key field.  From the documentation:

The database table must have a column (field) that enforces non-null and
unique values. This column will act as the Request ID. If the
administrator
chooses a column that is non-unique or allows nulls, data corruption
will
probably occur. The Request ID field must be an integer field or a
character field that is no less than 6 and no greater than 15
characters.
Otherwise, the Key field list will be empty, and you will not be able to
create the view form.


My DBA and I are still trying to create a column that meets this
requirement.

-Paul


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: Friday, September 07, 2007 12:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: AR 6.3 How to Populate a Table with a SQL Query?

Add the Column ROWNUM to the view

Fred 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger
Sent: Friday, September 07, 2007 2:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: AR 6.3 How to Populate a Table with a SQL Query?

If it truly a view then you should be able to add a column to the view
that will act as Request ID. Make sure that you increment the column by
1 for each record.

HTH,

Roger A. Nall
Manager, OSSNMS Remedy
T-Mobile USA
Desk: 813-348-2556
Cell: 973-652-6723
FAX: 813-348-2565
sf49fanv AIM IM
RogerNall   Yahoo IM
 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Paul Blasquez
Sent: Friday, September 07, 2007 3:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: AR 6.3 How to Populate a Table with a SQL Query?

Ah yes, view forms. (You can tell I'm new at this.)

Unfortunately, while creating the view, none of my database fields
qualify as an index (tripping up on the 6-15 char window).

I'm trying to work around this in oracle (the table is actually a view
of an external DB so I have no control of that varchar limit), any other
methods of implementing are appreciated.

Thanks!

-Paul


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr
OC-ALC/ITMA
Sent: Friday, September 07, 2007 11:43 AM
To: arslist@ARSLIST.ORG
Subject: Re: AR 6.3 How to Populate a Table with a SQL Query?

You cannot populate a table via direct SQL (unfortunately). You can,
however, create a remedy view and point it to a database SQL view of
what you need, then point the remedy table to the view you created.

Now, to pass a dynamic variable in the table qualification field, check
out EXTERNAL() function in the AR Admin basic book.

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 Paul Blasquez
Sent: Friday, September 07, 2007 12:16 PM
To: arslist@ARSLIST.ORG
Subject: AR 6.3 How to Populate a Table with a SQL Query?

Hello,

I have a 'Customer Data' page on my main form in which there is one
read/write character field named 'Company Name+', and several read-only
character fields.  I have set up a menu that reads from an Oracle View
SQL query our database of customers, attached it to the 'Customer Data'
field. and set up a couple active links so that when a search term is
entered into Customer Data, or a Customer is chosen from the menu, the
read-only fields are filled in with the appropriate SQL result columns.

Now, my issue is that I would also like to have a table on the page that
I can populate with the customer's contact list.  In order to do this, I
must make another SQL query, using the 'customer_id' from the original
'company_name' query to key which rows to pull out.

Any ideas on workflow that could pass the customer_id variable to a new
SQL query, and then populate a table with several rows of data?  I can't
seem to work out a solution using menus/forms/active links.

Thank you!

___
Paul Blasquez
[EMAIL PROTECTED]


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Re: AR 6.3 How to Populate a Table with a SQL Query?

2007-09-07 Thread Paul Blasquez
I need to clarify something, sorry:

I can type in which key field to use manually, and it will accept it,
and my table is able to import SOME fields from the view form, but not
others.

Here are the fields in my view:

 Name  Null?Type
 - 

 CUSTOMER_NAME  VARCHAR2(50)
 CUSTOMER_NUMBER   NOT NULL VARCHAR2(30)
 CONTACT_NAME   VARCHAR2(91)
 EMAIL  VARCHAR2(2000)
 STATUS VARCHAR2(1)
 ROLE  NOT NULL VARCHAR2(80)
 IBX   NOT NULL VARCHAR2(20)


I am using CUSTOMER_NUMBER as the key field, as it is unique.  From my
table, I am not able to select CONTACT_NAME or EMAIL; those do not even
show up in my Fields on Form list in my table property tab.  The only
thing those two have in common is the VARCHAR size is  80.

Is there a size limit on columns a view form can provide?

-Paul


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Paul Blasquez
Sent: Friday, September 07, 2007 2:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: AR 6.3 How to Populate a Table with a SQL Query?

Unfortunately, neither of these solutions creates a column that is a
suitable key field.  From the documentation:

The database table must have a column (field) that enforces non-null and
unique values. This column will act as the Request ID. If the
administrator
chooses a column that is non-unique or allows nulls, data corruption
will
probably occur. The Request ID field must be an integer field or a
character field that is no less than 6 and no greater than 15
characters.
Otherwise, the Key field list will be empty, and you will not be able to
create the view form.


My DBA and I are still trying to create a column that meets this
requirement.

-Paul


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: Friday, September 07, 2007 12:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: AR 6.3 How to Populate a Table with a SQL Query?

Add the Column ROWNUM to the view

Fred 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger
Sent: Friday, September 07, 2007 2:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: AR 6.3 How to Populate a Table with a SQL Query?

If it truly a view then you should be able to add a column to the view
that will act as Request ID. Make sure that you increment the column by
1 for each record.

HTH,

Roger A. Nall
Manager, OSSNMS Remedy
T-Mobile USA
Desk: 813-348-2556
Cell: 973-652-6723
FAX: 813-348-2565
sf49fanv AIM IM
RogerNall   Yahoo IM
 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Paul Blasquez
Sent: Friday, September 07, 2007 3:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: AR 6.3 How to Populate a Table with a SQL Query?

Ah yes, view forms. (You can tell I'm new at this.)

Unfortunately, while creating the view, none of my database fields
qualify as an index (tripping up on the 6-15 char window).

I'm trying to work around this in oracle (the table is actually a view
of an external DB so I have no control of that varchar limit), any other
methods of implementing are appreciated.

Thanks!

-Paul


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr
OC-ALC/ITMA
Sent: Friday, September 07, 2007 11:43 AM
To: arslist@ARSLIST.ORG
Subject: Re: AR 6.3 How to Populate a Table with a SQL Query?

You cannot populate a table via direct SQL (unfortunately). You can,
however, create a remedy view and point it to a database SQL view of
what you need, then point the remedy table to the view you created.

Now, to pass a dynamic variable in the table qualification field, check
out EXTERNAL() function in the AR Admin basic book.

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 Paul Blasquez
Sent: Friday, September 07, 2007 12:16 PM
To: arslist@ARSLIST.ORG
Subject: AR 6.3 How to Populate a Table with a SQL Query?

Hello,

I have a 'Customer Data' page on my main form in which there is one
read/write character field named 'Company Name+', and several read-only
character fields.  I have set up a menu that reads from an Oracle View
SQL query our database of customers, attached it to the 'Customer Data'
field. and set up a couple active links so that when a search term is
entered into Customer Data, or a Customer is chosen from