Re: Converting date formats in set fields action
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
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
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_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
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_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: UTC Time
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_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
UTC Time
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Opening a new HTML window.
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_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Prompt a message if multiple rows are selected on a table field.
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Senior Remedy Administrator needed in SAN JOSE, CA
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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
SMS and Text-toSpeech
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Strange time display issues, possible DST bug?
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
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 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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Strange time display issues, possible DST bug?
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 _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Strange time display issues, possible DST bug?
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 _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Full Time Remedy Developer Position
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 | ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Major 6.3 Migration Project [Resolved]
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 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are -- This message was scanned by ESVA and is believed to be clean. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Major 6.3 Migration Project
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Auto-copy Button
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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Resolved (kind of): Midtier Time Zone Issues
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Using Military Time
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] __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: 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] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Using Military Time
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Run Process more than 255 characters
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 P Please consider the environment before printing this email The information contained in and transferred with this electronic message is intended only for the recipient(s) designated above, it is protected by law and it may contain information which is privileged and confidential. If you are not the intended recipient, please do not read, copy, or use it, and do not disclose it to others. Please notify the sender of the delivery error by 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 ... Este correo electronico es confidencial y/o puede contener informacion privilegiada. Si usted no es su destinatario o no es alguna persona autorizada por este para recibir sus correos electronicos, NO debera usted utilizar, copiar, revelar, o tomar ninguna accion basada en este correo electronico o cualquier otra informacion incluida en el, favor de notificar al remitente de inmediato mediante el reenvio de este correo electronico y borrar a continuacion totalmente este correo electronico y sus anexos. Nota: Los acentos y caracteres especiales fueron omitidos para su correcta lectura en cualquier medio electronico. This e-mail is confidential and/or may contain privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose, or take any action based on this message or any other information herein, please advise the sender immediately by reply this e-mail and delete this e-mail and its attachments. ... ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ¡Sé solidario, haz clic! Por cada búsqueda que hagas desde Windows Live Search, estarás ayudando a los que más lo necesitan Un clic solidario http://www.unclicsolidario.com/ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Midtier Issues Turn Into Gross BMC Incompetence
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
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
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where
Re: Midtier Issues Turn Into Gross BMC Incompetence
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
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Active Link After Submit Instead of Filter
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Active Link After Submit Instead of Filter
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Active Link After Submit Instead of Filter
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org http://www.arslist.org/ Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers
ARS6.3 Setting search-menu populated character field with an escalation
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Custom Request ID/GUID
:[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 it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Introduction and EXTERNAL() operator question - RESOLVED
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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Introduction and EXTERNAL() operator question
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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
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] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
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] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: 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 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] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist
Re: AR 6.3 How to Populate a Table with a SQL Query?
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
