Re: Workflow ideas

[Ray Palla]

Yup. that sounds right to me.  Consider a filtering mechanism triggered by
your lookup escalation or filter.   With the mechanism you could do all
sorts of tasks like:  parse the fields (Short Desc and Details), count the
number of asset numbers, and then iterate through the count to grab each one
individually.  Remember you can set filters to be asynchronous and not use
phasing, allowing you to control the order they run in.  You could have a
handful of filters that capture a variety of issues, possibilities or
concerns.  Within that architecture you would be able to add another
requirement later if it came up.

 

Kool beans.

r

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Morrison, David A.
Sent: Tuesday, January 21, 2014 3:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: Workflow ideas

 

** 

I think the idea that multiple asset numbers could be in the Short Desc or
Details could get involved.  But if the LIKE %asset number% comparison would
pick any of them up it should work ok.

 

David

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ray Palla
Sent: Tuesday, January 21, 2014 4:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: Workflow ideas

 

** 

Drew is well thought out on this one, but I have one question about the
'first part'. What is the sticky part?  Wouldn't a one-time escalation
handle this for you?  Then as assets are added a filter could do the
look-up.

 

r

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Morrison, David A.
Sent: Tuesday, January 21, 2014 3:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: Workflow ideas

 

** 

Thanks for the response.  This is the way I was leaning toward myself, and
as you said the multiple assets at one time could get sticky.

 

David Morrison

ETSU

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Drew Shuller
Sent: Tuesday, January 21, 2014 3:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: Workflow ideas

 

** Hi David. You'll need a new form that will include the asset number and a
field for warranty end date. Load your assets into that, and do a real time
lookup from your HD form against the new form. That will tell you if the
asset is in warranty. For reporting, do a join, either with a Remedy join
form or a db join with a Remedy View form. 

The first part can be done with multiple assets at one time, but that's out
of my reach.

Drew Shuller
SCAB
Honduras

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Re: Workflow ideas

[Ray Palla]

Drew is well thought out on this one, but I have one question about the
'first part'. What is the sticky part?  Wouldn't a one-time escalation
handle this for you?  Then as assets are added a filter could do the
look-up.

 

r

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Morrison, David A.
Sent: Tuesday, January 21, 2014 3:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: Workflow ideas

 

** 

Thanks for the response.  This is the way I was leaning toward myself, and
as you said the multiple assets at one time could get sticky.

 

David Morrison

ETSU

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Drew Shuller
Sent: Tuesday, January 21, 2014 3:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: Workflow ideas

 

** Hi David. You'll need a new form that will include the asset number and a
field for warranty end date. Load your assets into that, and do a real time
lookup from your HD form against the new form. That will tell you if the
asset is in warranty. For reporting, do a join, either with a Remedy join
form or a db join with a Remedy View form. 

The first part can be done with multiple assets at one time, but that's out
of my reach.

Drew Shuller
SCAB
Honduras

-- 
Sent from MetroMail using my Nokia 920
_ARSlist: "Where the Answers Are" and have been for 20 years_ 

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Re: PERFORM-ACTION-ADD-ATTACHMENT

[Ray Palla]

I believe it's a drive mount.

r

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR INFORMATION
OPERATIONS
Sent: Tuesday, June 04, 2013 1:32 PM
To: arslist@ARSLIST.ORG
Subject: Re: PERFORM-ACTION-ADD-ATTACHMENT

Would that be called a Symbolic Link on Red Hat by any chance?

Lisa

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ray Palla
Sent: Tuesday, June 04, 2013 2:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: PERFORM-ACTION-ADD-ATTACHMENT

** 

You can map a drive to anywhere on the network that the AR Server can
see.

 

r

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR
INFORMATION OPERATIONS
Sent: Tuesday, June 04, 2013 1:03 PM
To: arslist@ARSLIST.ORG
Subject: PERFORM-ACTION-ADD-ATTACHMENT

 

** 

Is there a way to use the PERFORM-ACTION-ADD-ATTACHMENT command to
attach a file off the web server, where the Mid-Tier is located, instead
of the AR Server file system?

 

Lisa Kemes

Remedy Consultant

Dev Technology Group

DLA Office: (717) 770-6437

Cell Phone: (717) 602-6430

lisa.ke...@devtechnology.com

 

 

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Re: PERFORM-ACTION-ADD-ATTACHMENT

[Ray Palla]

You can map a drive to anywhere on the network that the AR Server can see.

 

r

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR INFORMATION
OPERATIONS
Sent: Tuesday, June 04, 2013 1:03 PM
To: arslist@ARSLIST.ORG
Subject: PERFORM-ACTION-ADD-ATTACHMENT

 

** 

Is there a way to use the PERFORM-ACTION-ADD-ATTACHMENT command to attach a
file off the web server, where the Mid-Tier is located, instead of the AR
Server file system?

 

Lisa Kemes

Remedy Consultant

Dev Technology Group

DLA Office: (717) 770-6437

Cell Phone: (717) 602-6430

lisa.ke...@devtechnology.com

 

 

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Re: Importing Error

[Ray Palla]

Abdullah;

 

Try this.  In your .CSV file, replace any commas "," with a caret "^", then
try the import.  You can convert it back with a filter, once it's inside
Remedy.

 

Your problem is probably a comma in the data somewhere.

 

Happy Programming;

r

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Gupta, Girish
Sent: Friday, May 31, 2013 6:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: Importing Error

 

** 

If possible, check the import mode ( eg append, update, skipduplicate?, ..).
I am not sure how we check the import mode from import tool though.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Steve Kallestad
Sent: 31 May 2013 05:03
To: arslist@ARSLIST.ORG
Subject: Re: Importing Error

 

** 

A few versions back I ran into an issue where exports were missing either
the first or last record, but that's about it.

 

The import tool has been reliable in my experience - with both csv and arx
files.

 

On Fri, May 31, 2013 at 1:32 PM, Joe D'Souza  wrote:

** 

I never had this problem, but I wonder if the import tool is encountering
some sort of a end of file character in between the file and stops
processing after that, hence no error.

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Abdullah Baytops
Sent: Friday, May 31, 2013 11:05 AM
To: arslist@ARSLIST.ORG
Subject: Importing Error
Importance: High

 

Has anyone ever experienced the following problem.  I have created an .ARX
file in which I am using the Remedy import tool to import data into a custom
form.  I have also created a .CSV of the information as well in which it
tell me it has 19k records in the csv file.  When I import using the remedy
import it always stops less than the amount of file on the sheet and in the
.arx file.   It also says all records were imported with no error but I now
because the sheet has 19k rows it really hasnt imported all the files. 

Does anyone have any idea what could be happening or provide any additional
assistance.

 

V/R
Abdul Baytops

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

 

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Re: Importing Error

[Ray Palla]

Validate the field mappings.  Look closely at your .CSV file to be sure that
all the columns line-up.  If there is a carriage-return (line-feed) in any
of the text files, the import tool will see that as the start of a new
record.  When it hits the next one and the fields don't line-up, it just
bails with little report.  Also, pipe the output to a log file. I may hold
more information.

 

The Import tool is cool through 7.6.04, far as I know.  It's usually the
data.

 

We run it a lot from a batch file (lights-out, cron-job) and just track the
logging, 'cause it always works.

 

Good luck;

r

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Gupta, Girish
Sent: Friday, May 31, 2013 6:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: Importing Error

 

** 

If possible, check the import mode ( eg append, update, skipduplicate?, ..).
I am not sure how we check the import mode from import tool though.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Steve Kallestad
Sent: 31 May 2013 05:03
To: arslist@ARSLIST.ORG
Subject: Re: Importing Error

 

** 

A few versions back I ran into an issue where exports were missing either
the first or last record, but that's about it.

 

The import tool has been reliable in my experience - with both csv and arx
files.

 

On Fri, May 31, 2013 at 1:32 PM, Joe D'Souza  wrote:

** 

I never had this problem, but I wonder if the import tool is encountering
some sort of a end of file character in between the file and stops
processing after that, hence no error.

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Abdullah Baytops
Sent: Friday, May 31, 2013 11:05 AM
To: arslist@ARSLIST.ORG
Subject: Importing Error
Importance: High

 

Has anyone ever experienced the following problem.  I have created an .ARX
file in which I am using the Remedy import tool to import data into a custom
form.  I have also created a .CSV of the information as well in which it
tell me it has 19k records in the csv file.  When I import using the remedy
import it always stops less than the amount of file on the sheet and in the
.arx file.   It also says all records were imported with no error but I now
because the sheet has 19k rows it really hasnt imported all the files. 

Does anyone have any idea what could be happening or provide any additional
assistance.

 

V/R
Abdul Baytops

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

 

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Re: REPLACE() Function for line-feed / carriage-return (RESOLVED)

[Ray Palla]

Doug;

 

As usual, you are dead on.  I will incorporate the LTRIM.  It really does
make better code.  AND yes, it's MS-SQL.

 

Thanks for the follow-up.

 

You da man!

r

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug
Sent: Thursday, May 30, 2013 3:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: REPLACE() Function for line-feed / carriage-return (RESOLVED)

 

** 

Ray,

 

You  never indicated what your database is, but I am going to say that I
think it is either MS SQL or Sybase.

 

Why? because there is a little issue with those databases with a particular
character sequence that if you

have it in a string, it eats part of your string.

 

If you have the following two characters, a backslash and a line feed, in a
character string, when you save it

in the database, it will remove this pair of characters silently, without
warning and continue with the

operation.  This was EXTRAORDINARILY confusing when we were developing 20
years ago and took us

a while to figure out.

 

Now, the syntax we serialize things in happens to include backslashes and if
your first character of the

string is a linefeed, that can cause issues.

 

SO, for the two databases where we have this issue, we take any case where
there is a leading return in

a string and add a space before it.  it eliminates the problem of eaten
characters and adding a space

before a return is not visible when looking at the data and in general is
silent and causes no issue.

 

However, in a case like this, it turn you into looking for a space followed
by the linefeed rather than just

a linefeed and that generally doesn't exist so you don't match.  Doing the
RIGHT solves the problem.  Using

a temp field solves it as well because the linefeed is no longer in the
syntax so no extra space.

 

Other than a RIGHT, you could have used an LTRIM function to trim off
leading whitespace and that would

have solved the situation a little more flexibly - but RIGHT should work
fine too.

 

If you use LTRIM, it would work regardless of database while RIGHT would
work on Sybase and SQL Server

but break on other environments - so it is more generic.

 

Now, if on Oracle or DB2, the original Replace without the function would
have worked just fine as they

don't have the quirk with the character pattern.

 

I hope this explains what happened to you and to prevent the customer on
Oracle who takes what you

did and gets a "this doesn't work" result because it will not there.  You
have to use RTRIM or just skip the

function.

 

Doug Mueller

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ray Palla
Sent: Thursday, May 30, 2013 12:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: REPLACE() Function for line-feed / carriage-return (RESOLVED)

 

** 

Thanks All for the input. A combination of all your thoughts provided the
final resolution.

 

Joe, you had a good idea that will probably work, but I first tried Tricia's
method and had good enough results to work it out using no new TMP_Fields.

 

Jittu, I'm on 7.6.04 and originally tried the method you recommended, but it
failed to do the replace.  However, when I combined David's idea with
Tricia's idea, I finally got the result I needed.

 

Here's how the final code solution looks in the expression editor:

 

 

REPLACE($InputString$, RIGHT("x

", 1) "^")

 

 

Tricia, the left is not needed, and the "$" is not the line-feed character,
the little box is.. But your idea is pure genius!  Thanks much.

 

You guys are the bomb!

Thanks again;

r

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling
Sent: Thursday, May 30, 2013 7:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: REPLACE() Function for line-feed / carriage-return

 

** 

What Jittu said has worked for me on ARS 7.5.  Note that you have to open
the expression editor (the expand button on the value) to do that - you
can't enter the line return or even cut & paste

"

"

directly into the value for the field.

 

David Durling

University of Georgia

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jittu Chacko
Sent: Wednesday, December 30, 2009 4:14 AM
To: arslist@ARSLIST.ORG
Subject: Re: REPLACE() Function for line-feed / carriage-return

 

** 


Hi,
if you mean to identify new line(\n) and replace that with another
character we can do that using set field and REPLACE() function

in set field -->
REPLACE($Input String$, "
", "^")


eginput bmc
  software
  pune

   output   bmc^software^pune


you can do this through a button or an active link service action calls
filter with service execution option and do set field.



Regar

Re: REPLACE() Function for line-feed / carriage-return (RESOLVED)

[Ray Palla]

Thanks All for the input. A combination of all your thoughts provided the
final resolution.

 

Joe, you had a good idea that will probably work, but I first tried Tricia's
method and had good enough results to work it out using no new TMP_Fields.

 

Jittu, I'm on 7.6.04 and originally tried the method you recommended, but it
failed to do the replace.  However, when I combined David's idea with
Tricia's idea, I finally got the result I needed.

 

Here's how the final code solution looks in the expression editor:

 

 

REPLACE($InputString$, RIGHT("x

", 1) "^")

 

 

Tricia, the left is not needed, and the "$" is not the line-feed character,
the little box is.. But your idea is pure genius!  Thanks much.

 

You guys are the bomb!

Thanks again;

r

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling
Sent: Thursday, May 30, 2013 7:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: REPLACE() Function for line-feed / carriage-return

 

** 

What Jittu said has worked for me on ARS 7.5.  Note that you have to open
the expression editor (the expand button on the value) to do that - you
can't enter the line return or even cut & paste

"

"

directly into the value for the field.

 

David Durling

University of Georgia

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jittu Chacko
Sent: Wednesday, December 30, 2009 4:14 AM
To: arslist@ARSLIST.ORG
Subject: Re: REPLACE() Function for line-feed / carriage-return

 

** 


Hi,
if you mean to identify new line(\n) and replace that with another
character we can do that using set field and REPLACE() function

in set field -->
REPLACE($Input String$, "
", "^")


eginput bmc
  software
  pune

   output   bmc^software^pune


you can do this through a button or an active link service action calls
filter with service execution option and do set field.



Regards
Jittu Chacko



Tricia Truong said:
** 

I tried this and it worked great


REPLACE(REPLACE($EMP_LOGIN$, LEFT("$

  _  

", 1), ""), RIGHT("$
  _  

", 1), "")

$ is LineFeed character, I copy and paste and it did not show, but in the
developer tool it show as a little BOX


Hope it helps

 

 

 

Joe D'Souza said:

 

** 

I recall this posted by someone about a decade ago and a solution that
worked was saving the carriage return to a temp field, and using that temp
field in the replace function as the argument.

 

See if this solution still holds good.

 

Cheers

 

Joe

 









On 5/30/2013 4:27 AM, Ray Palla wrote: 

** 

Hey Kids;

 

Is there a way to use the REPLACE() function in a filter to remove line
feeds and/or carriage returns from text?  Is there a special character code?
I've tried to paste one into the function with double-quotes around it, but
the function doesn't seem to recognize it.  I just want to replace it with
anything like "^", to further parse the string as a single line.

 

Thanks in advance;

r

 


Ray Palla
Sr. IT/Remedy Consultant 

http://www.linkedin.com/img/signature/bg_bluefade_195x42.jpg





Mobile: 512-917-1739
Time Zone: Central

Email:  <mailto:ray.pa...@insona.com> ray.pa...@insona.com
http://www.linkedin.com/img/signature/icon_in_blue_14x14.gif Professional
Profile <http://www.linkedin.com/pub/1/544/598> 

 <http://www.INSONA.com> INSONA Corporation
1201 Berry Lane
<http://maps.google.com/maps?q=10650+SW+Plaza+CT%2CBox%3A+J68%2CHouston%2CTX
+77074%2CUSA&hl=en> 
Georgetown, TX

78626-3832 USA
Infrastructure Solutions - Network Applications 


 



 

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<><><>

REPLACE() Function for line-feed / carriage-return

[Ray Palla]

Hey Kids;

 

Is there a way to use the REPLACE() function in a filter to remove line
feeds and/or carriage returns from text?  Is there a special character code?
I've tried to paste one into the function with double-quotes around it, but
the function doesn't seem to recognize it.  I just want to replace it with
anything like "^", to further parse the string as a single line.

 

Thanks in advance;

r

 


Ray Palla
Sr. IT/Remedy Consultant 

http://www.linkedin.com/img/signature/bg_bluefade_195x42.jpg





Mobile: 512-917-1739
Time Zone: Central

Email:  <mailto:ray.pa...@insona.com> ray.pa...@insona.com
http://www.linkedin.com/img/signature/icon_in_blue_14x14.gif
<http://www.linkedin.com/pub/1/544/598> Professional Profile

 <http://www.INSONA.com> INSONA Corporation
1201 Berry Lane
<http://maps.google.com/maps?q=10650+SW+Plaza+CT%2CBox%3A+J68%2CHouston%2CTX
+77074%2CUSA&hl=en> 
Georgetown, TX

78626-3832 USA
Infrastructure Solutions - Network Applications 


 



 


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<><><>

Re: Email to ARS 7.6.04

[Ray Palla]

Mark;

 

You can also run a filter on Submit/Merge from the AR System Email Messages
form.  The filter can be qualified on the 'From' or 'Subject' or others.
This filter does a push to the staging form.  Quick and simple.  Another
action in the filter could set the 'Status' or delete the original AR System
Email Messages record.

 

Just another option.  Have fun!

r

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tanner, Doug
Sent: Wednesday, May 08, 2013 12:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: Email to ARS 7.6.04

 

** 

Excellent indeed, we process our email for the set of intermediate tables
every 2-3 minutes via escalations. We are reading 67 different mailboxes and
creating or updating records in a Dozen different Remedy Applications. In
addition we have supporting forms that hold the "Rules/Variables" on how to
process all AR Email Messages (In/Out) DRIVE IT WITH DATA!, what gets
ignored, skipped, deleted, etc. Hit me off list if more information is
wanted.

Long Live Rem-Mail!

Doug 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Wednesday, May 08, 2013 12:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: Email to ARS 7.6.04

 

** 

You bring up an excellent point about not using Filters on AR System Email
Messages.  The escalation is exactly what I've done to get around those
issues, because if the filters don't work, you don't even have a record in
the AR System Email Messages form to verify that it came in at all.  In my
custom email processing, I have an escalation that creates a record in an
intermediate form, which then pulls in all the other relevant information
and sets fields such as the ones below, then pushes it to the Incident
Interface forms or wherever is appropriate.

 

Thanks,

 

Shawn Pierson 

Remedy Developer | Energy Transfer

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of William Rentfrow
Sent: Wednesday, May 08, 2013 11:21 AM
To: arslist@ARSLIST.ORG
Subject: Re: Email to ARS 7.6.04

 

** 

Another thing to note with this -

 

You might not want very much workflow to fire on the initial action that
brings the email in.  If there is an error in the submit process the entire
thing will roll back and it's harder to troubleshoot.

 

When I've set this up in the past I actually push the emails in with an
escalation.  Depending on how the emails are entered and what validation you
are doing it makes troubleshooting easier.

 

Still, there's easily a case for doing it either way depending on your
environment and requirements.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Wednesday, May 08, 2013 9:13 AM
To: arslist@ARSLIST.ORG
Subject: Re: Email to ARS 7.6.04

 

** 

You have to do a lookup on the AR System Email Association form, identify
the email based on the Source ID2 field being equal to Unique Identifier
field on AR System Email Messages.  Based on that, you can obtain the
Destination ID of the attachment, then in another piece of workflow go to AR
System Email Attachments match based on the Attachment ID field, and pull in
the attachment.

 

I hope this gives you a good starting point.

 

Thanks,

 

Shawn Pierson 

Remedy Developer | Energy Transfer

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Wednesday, May 08, 2013 9:00 AM
To: arslist@ARSLIST.ORG
Subject: Email to ARS 7.6.04

 

** 

Hi All,

 

I have a requirement to give users the ability to send an email to ARS and
create a Work Info Note in the Incident or Change. When the email is
received in the AR System Email Messages form, based on the subject line,
the email is pushed to a staging form. On the staging form I do some
validation for things like out of office replies, verify the sender, etc. If
all criteria are met, then I push to the Work Info. Attachments are the
challenge. How do I get the attachments to the staging form?

 

ARS 7.6.04

ITSM 7.6.04

 

Thanks

Mark

 

Mark Brittain

Remedy Developer

ITILv3 Foundation

NaviSite - A Time Warner Cable Company

mbritt...@navisite.com

Office: 315-453-2912 x5335

Mobile: 315-882.5360

email-Logo-031813

 

 

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This e-mail is the property of NaviSite, Inc. It is intended only for the
person or entity to which it is addressed and may contain information that
is privileged, confidential, or otherwise protected from disclosure.
Distribution or copying of this e-mail, or the information contained herein,
to anyone other than the intended recipient is prohibited.

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Private and confidential as detailed here
 . If you cannot access
hyperlink, please e-mail sender. 

  _  

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FW:

[Ray Palla]

http://www.toyosoken.co.jp/rgcp8y.php

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Re: [EXTERNAL] Results List duplicates - ITSM 7.6.04 - WORK AROUND FOUND

[Ray Palla]

Sir Peter;

 

Nice tips.  Maybe DISTINCT is something BMC will handle further down the
road.

 

I've decided to create a new form, much as you've suggested, but very
simplistic.  As new records are created in the original form, I'll do a push
to create new records in the second form, but only new records (those that
already exist will do nothing).  I'll pre-populate the new form with our
older records using a one-time escalation.   When displaying the information
in a console, the user will see the new (second) form, which will contain
only single entries.

 

Thanks for all the angles!;

r

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peter Romain
Sent: Tuesday, April 09, 2013 3:35 AM
To: arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] Results List duplicates - ITSM 7.6.04

 

** 

The only way I can think of doing this totally in Remedy would be to walk
your existing, now hidden, table (preferably server side) writing unique
records to a new Remedy form then displaying the new form records in the
table the users see.

Messy but we've probably all done this at some stage!!

 

A better way would be to create a new database view using Natalie's SQL as a
guide then create a Remedy view form using your new view. The only
complication with this could be the generation of a key field for the Remedy
view form.

 

Using the view form for your table will give you the result you need.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ray Palla
Sent: 08 April 2013 23:51
To: arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] Results List duplicates - ITSM 7.6.04

 

** 

Yup;

 

You're on the right idea, Natalie.

 

Fact is that the table is part of a multi-join and being displayed in
another form.  I really don't want to use the Direct SQL option for pulling
the data for reasons of performance and simple logic.  I'm hoping Remedy has
a native method for "DISTINCT".

 

Hope. the root of all naivety? J

 

Thanks much for the option.

 

r

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K
Sent: Monday, April 08, 2013 5:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] Results List duplicates - ITSM 7.6.04

 

** 

Ray:

 

I don't know if it's possible or even advisable to make Remedy query
directly in SQL, but SQL does have the SELECT DISTINCT statement that would
do what you are asking.

 

The SQL query would run something like

SELECT DISTINCT Assignee

FROM Table_name underlying your form.

 

If your table then had 200 tickets assigned to 13 unique Assignees, you'd
get the 13 assignees.

 

Good luck!

 

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] On Behalf Of Ray Palla
Sent: Monday, April 08, 2013 3:58 PM
To: arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] Results List duplicates - ITSM 7.6.04

 

** 

We're on SQL latest.

 

r

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K
Sent: Monday, April 08, 2013 4:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] Results List duplicates - ITSM 7.6.04

 

** 

What is your underlying DB, SQL or Oracle?

 

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] On Behalf Of Ray Palla
Sent: Monday, April 08, 2013 3:38 PM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Results List duplicates - ITSM 7.6.04

 

** 

Monday, Monday;

 

So I have a ticket form with a results list.  The query is simple.
('Assignee' != $NULL$)

 

The results list gives me multiples of the same Assignee.

 

Other than grouping the Assignees, is there another way to get a single row
for the 'Assignee' field?

 

r

 

 


Ray Palla
Sr. IT/Remedy Consultant 

http://www.linkedin.com/img/signature/bg_bluefade_195x42.jpg





Mobile: 512-917-1739
Time Zone: Central

Email:  <mailto:ray.pa...@insona.com> ray.pa...@insona.com
http://www.linkedin.com/img/signature/icon_in_blue_14x14.gif Professional
Profile <http://www.linkedin.com/pub/1/544/598> 

 <http://www.INSONA.com> INSONA Corporation
1201 Berry Lane
<http://maps.google.com/maps?q=10650+SW+Plaza+CT%2CBox%3A+J68%2CHouston%2CTX
+77074%2CUSA&hl=en> 
Georgetown, TX

78626-3832 USA
Infrastructure Solutions - Network Applications 


 



 

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

_ARSlist: "Where the Answers Are" and 

Re: [EXTERNAL] Results List duplicates - ITSM 7.6.04

[Ray Palla]

Yup;

 

You're on the right idea, Natalie.

 

Fact is that the table is part of a multi-join and being displayed in
another form.  I really don't want to use the Direct SQL option for pulling
the data for reasons of performance and simple logic.  I'm hoping Remedy has
a native method for "DISTINCT".

 

Hope. the root of all naivety? J

 

Thanks much for the option.

 

r

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K
Sent: Monday, April 08, 2013 5:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] Results List duplicates - ITSM 7.6.04

 

** 

Ray:

 

I don't know if it's possible or even advisable to make Remedy query
directly in SQL, but SQL does have the SELECT DISTINCT statement that would
do what you are asking.

 

The SQL query would run something like

SELECT DISTINCT Assignee

FROM Table_name underlying your form.

 

If your table then had 200 tickets assigned to 13 unique Assignees, you'd
get the 13 assignees.

 

Good luck!

 

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] On Behalf Of Ray Palla
Sent: Monday, April 08, 2013 3:58 PM
To: arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] Results List duplicates - ITSM 7.6.04

 

** 

We're on SQL latest.

 

r

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K
Sent: Monday, April 08, 2013 4:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] Results List duplicates - ITSM 7.6.04

 

** 

What is your underlying DB, SQL or Oracle?

 

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] On Behalf Of Ray Palla
Sent: Monday, April 08, 2013 3:38 PM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Results List duplicates - ITSM 7.6.04

 

** 

Monday, Monday;

 

So I have a ticket form with a results list.  The query is simple.
('Assignee' != $NULL$)

 

The results list gives me multiples of the same Assignee.

 

Other than grouping the Assignees, is there another way to get a single row
for the 'Assignee' field?

 

r

 

 


Ray Palla
Sr. IT/Remedy Consultant 

http://www.linkedin.com/img/signature/bg_bluefade_195x42.jpg





Mobile: 512-917-1739
Time Zone: Central

Email:  <mailto:ray.pa...@insona.com> ray.pa...@insona.com
http://www.linkedin.com/img/signature/icon_in_blue_14x14.gif Professional
Profile <http://www.linkedin.com/pub/1/544/598> 

 <http://www.INSONA.com> INSONA Corporation
1201 Berry Lane
<http://maps.google.com/maps?q=10650+SW+Plaza+CT%2CBox%3A+J68%2CHouston%2CTX
+77074%2CUSA&hl=en> 
Georgetown, TX

78626-3832 USA
Infrastructure Solutions - Network Applications 


 



 

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

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

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

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


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<><><>

Re: [EXTERNAL] Results List duplicates - ITSM 7.6.04

[Ray Palla]

We're on SQL latest.

 

r

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K
Sent: Monday, April 08, 2013 4:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] Results List duplicates - ITSM 7.6.04

 

** 

What is your underlying DB, SQL or Oracle?

 

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] On Behalf Of Ray Palla
Sent: Monday, April 08, 2013 3:38 PM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Results List duplicates - ITSM 7.6.04

 

** 

Monday, Monday;

 

So I have a ticket form with a results list.  The query is simple.
('Assignee' != $NULL$)

 

The results list gives me multiples of the same Assignee.

 

Other than grouping the Assignees, is there another way to get a single row
for the 'Assignee' field?

 

r

 

 


Ray Palla
Sr. IT/Remedy Consultant 

http://www.linkedin.com/img/signature/bg_bluefade_195x42.jpg





Mobile: 512-917-1739
Time Zone: Central

Email:  <mailto:ray.pa...@insona.com> ray.pa...@insona.com
http://www.linkedin.com/img/signature/icon_in_blue_14x14.gif Professional
Profile <http://www.linkedin.com/pub/1/544/598> 

 <http://www.INSONA.com> INSONA Corporation
1201 Berry Lane
<http://maps.google.com/maps?q=10650+SW+Plaza+CT%2CBox%3A+J68%2CHouston%2CTX
+77074%2CUSA&hl=en> 
Georgetown, TX

78626-3832 USA
Infrastructure Solutions - Network Applications 


 



 

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

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


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<><><>

Results List duplicates - ITSM 7.6.04

[Ray Palla]

Monday, Monday;

 

So I have a ticket form with a results list.  The query is simple.
('Assignee' != $NULL$)

 

The results list gives me multiples of the same Assignee.

 

Other than grouping the Assignees, is there another way to get a single row
for the 'Assignee' field?

 

r

 

 


Ray Palla
Sr. IT/Remedy Consultant 

http://www.linkedin.com/img/signature/bg_bluefade_195x42.jpg





Mobile: 512-917-1739
Time Zone: Central

Email:  <mailto:ray.pa...@insona.com> ray.pa...@insona.com
http://www.linkedin.com/img/signature/icon_in_blue_14x14.gif
<http://www.linkedin.com/pub/1/544/598> Professional Profile

 <http://www.INSONA.com> INSONA Corporation
1201 Berry Lane
<http://maps.google.com/maps?q=10650+SW+Plaza+CT%2CBox%3A+J68%2CHouston%2CTX
+77074%2CUSA&hl=en> 
Georgetown, TX

78626-3832 USA
Infrastructure Solutions - Network Applications 


 



 


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<><><>

RESOLVED RE: On-Load Active Link in a view field Window, ITSM 7.6.04

[Ray Palla]

Good info.  Keep up the keen eye.

 

r

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Saturday, April 06, 2013 7:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: On-Load Active Link in a view field Window, ITSM 7.6.04

 

** 

Excellent!  Glad I could help.  I have been meaning to look up the
difference between Modify/Display and Modify Directly/Display/Directly.  I
remember seeing them when they were introduced but don't remember their
purpose.

 

I like the look and feel of Inline too so I understand :)

 

Jason

 

On Sat, Apr 6, 2013 at 5:34 PM, Ray Palla  wrote:

** 

BINGO!

 

You've helped me find the-err-of-my-ways.  Thanks Jason.

 

The only thing I had wrong was the selection 'Window Type' for the Window
Open action.  I was using "Modify Directly" and changing it to simply
"Modify" allowed the On-Load actions to run.  I still don't understand the
difference between the two?  But it works.

 

Thank you very much. I know it may seem trivial, but the look and feel of
the View Field display really makes our custom app run perfectly and quite
attractively.

 

Have a weekend!

r

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Saturday, April 06, 2013 6:53 PM


To: arslist@ARSLIST.ORG
Subject: Re: On-Load Active Link in a view field Window, ITSM 7.6.04

 

** 

No problem at all.  It is fun to try and figure it out.

 

My best guess is there has to be something in how the form is being opened
in the VF since it works when opening the form directly.

 

Here is a screenshot of an AL that opens a form Inline and the Inline form's
Window Loaded ALs fire.

 

 

 

Jason

On Sat, Apr 6, 2013 at 4:14 PM, Ray Palla  wrote:

** 

I have tried that, but unfortunately can't get the message to display.

 

 

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

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

 

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


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Re: On-Load Active Link in a view field Window, ITSM 7.6.04

[Ray Palla]

I have tried that, but unfortunately can't get the message to display.

 

Here is the scenario;

 

On a Console, click a navigation button that:  Un-hides a View Field and
Opens a Window (Remedy form) into it.

I have an Active Link that runs On-Load.  From the User Tool or just opening
the form directly in the web client, the active link fires, displaying the
message.  When opening the form in the View Field, the Active Link (I've
also tried EVENTs) does not fire.

 

Thanks for taking the time to review this one, Jason. Any other ideas?

 

This method of opening a window is our preferred way of displaying this
particular form because it is more controllable, more visually pleasing, and
uses fewer resources than opening another Browser window;

r

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Saturday, April 06, 2013 5:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: On-Load Active Link in a view field Window, ITSM 7.6.04

 

** 

I just checked one of the forms I use only Inline and all of the AL that
setup the form are working with Window Loaded.  None of them are use Display
or Window Open.

 

This system was build 7.6.04 and upgraded to 8.0 and then 8.1.  It has
worked the whole time.  Sorry that doesn't help you figure out why it isn't
working but confirms that it can work.

 

So as a simple test if you have an AL that doesn't have a Run If, fires on
Windows Loaded and just has a Message action; does that message popup?

 

BTW, sending events should work.  I have some ALs that refresh table fields
on the form behind my Inline form by using events.

 

Jason

 

On Sat, Apr 6, 2013 at 2:50 PM, Ray Palla  wrote:

** 

Jason;

 

Yes, it is an Inline form. very much like the Incident Management Console
loads the Incident form.  Still can't get any On-Load actions to fire.

 

It would be nice if workflow could be called from the Load Window active
link.  I still think there has to be a way to make it happen, but I just
haven't discovered it yet.

 

Thanks;

r

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Saturday, April 06, 2013 3:45 PM


To: arslist@ARSLIST.ORG
Subject: Re: On-Load Active Link in a view field Window, ITSM 7.6.04

 

** 

Are you loading a MT URL into a View Field or using Inline Forms
<https://docs.bmc.com/docs/display/public/ars8000/Inline+forms> ?  If you
are not taking advantage of Inline Forms you may want to consider it.

 

If you are loading the View Field with a URL are specifying the MODE?  A URL
will open a form in search mode by default which might change behavior from
what you expect.


Jason

 

On Fri, Apr 5, 2013 at 3:38 PM, Ray Palla  wrote:

** 

You're right on all accounts, Joe, except that I'm not just opening a
window, I'm opening into a View Field.  None of the On-Load, On-Open,
On-Display ALs work.  And since the View Field is neither a Child or Parent,
the Send-Event run processes fail as well. Even with the "*" option.

 

I couldn't get the example from the manuals or help files to work either.
Does anyone know if this is fixed in v8?  My only option that I can see is
to Open stand-alone Window, but that isn't as controllable.

 

Anyone else?

 

r

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Friday, April 05, 2013 4:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: On-Load Active Link in a view field Window, ITSM 7.6.04

 

** 

Is your trigger on window open or loaded? If you are using any default
values in your workflow, these are not loaded on window open, but on window
loaded. That could be one possible cause without knowing the flow of your
triggers and events you are working with when you open that form.

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ray Palla
Sent: Friday, April 05, 2013 11:03 AM
To: arslist@ARSLIST.ORG
Subject: On-Load Active Link in a view field Window, ITSM 7.6.04

 

TGIF;

 

Ok, I've read all the docs and I still can't seem to make it work.

 

In a Console, I have a view field that a form window opens into.  I want to
run an Active Link on-load.  I've tried Send-Event and everything I can
imagine, but no worky?

 

What am I missing?  Anyone?

r

 


Ray Palla
Sr. IT/Remedy Consultant 

http://www.linkedin.com/img/signature/bg_bluefade_195x42.jpg





Mobile: 512-917-1739
Time Zone: Central

Email:  <mailto:ray.pa...@insona.com> ray.pa...@insona.com
http://www.linkedin.com/img/signature/icon_in_blue_14x14.gif Professional
Profile <http://www.linkedin.com/pub/1/544/598> 

 <http://www.INSONA.com> INSONA Corporation
1201 Berry Lane
<http://maps.google.com/maps?q=10650+SW+Plaza+CT%2CBox%3A+J68%2CHouston%2CTX
+77074%2CUSA&hl=en> 
Geor

Re: On-Load Active Link in a view field Window, ITSM 7.6.04

[Ray Palla]

Jason;

 

Yes, it is an Inline form. very much like the Incident Management Console
loads the Incident form.  Still can't get any On-Load actions to fire.

 

It would be nice if workflow could be called from the Load Window active
link.  I still think there has to be a way to make it happen, but I just
haven't discovered it yet.

 

Thanks;

r

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Saturday, April 06, 2013 3:45 PM
To: arslist@ARSLIST.ORG
Subject: Re: On-Load Active Link in a view field Window, ITSM 7.6.04

 

** 

Are you loading a MT URL into a View Field or using Inline Forms
<https://docs.bmc.com/docs/display/public/ars8000/Inline+forms> ?  If you
are not taking advantage of Inline Forms you may want to consider it.

 

If you are loading the View Field with a URL are specifying the MODE?  A URL
will open a form in search mode by default which might change behavior from
what you expect.


Jason

 

On Fri, Apr 5, 2013 at 3:38 PM, Ray Palla  wrote:

** 

You're right on all accounts, Joe, except that I'm not just opening a
window, I'm opening into a View Field.  None of the On-Load, On-Open,
On-Display ALs work.  And since the View Field is neither a Child or Parent,
the Send-Event run processes fail as well. Even with the "*" option.

 

I couldn't get the example from the manuals or help files to work either.
Does anyone know if this is fixed in v8?  My only option that I can see is
to Open stand-alone Window, but that isn't as controllable.

 

Anyone else?

 

r

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Friday, April 05, 2013 4:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: On-Load Active Link in a view field Window, ITSM 7.6.04

 

** 

Is your trigger on window open or loaded? If you are using any default
values in your workflow, these are not loaded on window open, but on window
loaded. That could be one possible cause without knowing the flow of your
triggers and events you are working with when you open that form.

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ray Palla
Sent: Friday, April 05, 2013 11:03 AM
To: arslist@ARSLIST.ORG
Subject: On-Load Active Link in a view field Window, ITSM 7.6.04

 

TGIF;

 

Ok, I've read all the docs and I still can't seem to make it work.

 

In a Console, I have a view field that a form window opens into.  I want to
run an Active Link on-load.  I've tried Send-Event and everything I can
imagine, but no worky?

 

What am I missing?  Anyone?

r

 


Ray Palla
Sr. IT/Remedy Consultant 

http://www.linkedin.com/img/signature/bg_bluefade_195x42.jpg





Mobile: 512-917-1739
Time Zone: Central

Email:  <mailto:ray.pa...@insona.com> ray.pa...@insona.com
http://www.linkedin.com/img/signature/icon_in_blue_14x14.gif Professional
Profile <http://www.linkedin.com/pub/1/544/598> 

 <http://www.INSONA.com> INSONA Corporation
1201 Berry Lane
<http://maps.google.com/maps?q=10650+SW+Plaza+CT%2CBox%3A+J68%2CHouston%2CTX
+77074%2CUSA&hl=en> 
Georgetown, TX

78626-3832 USA
Infrastructure Solutions - Network Applications 


 

 

 

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

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

 

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Re: On-Load Active Link in a view field Window, ITSM 7.6.04

[Ray Palla]

You're right on all accounts, Joe, except that I'm not just opening a
window, I'm opening into a View Field.  None of the On-Load, On-Open,
On-Display ALs work.  And since the View Field is neither a Child or Parent,
the Send-Event run processes fail as well. Even with the "*" option.

 

I couldn't get the example from the manuals or help files to work either.
Does anyone know if this is fixed in v8?  My only option that I can see is
to Open stand-alone Window, but that isn't as controllable.

 

Anyone else?

 

r

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Friday, April 05, 2013 4:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: On-Load Active Link in a view field Window, ITSM 7.6.04

 

** 

Is your trigger on window open or loaded? If you are using any default
values in your workflow, these are not loaded on window open, but on window
loaded. That could be one possible cause without knowing the flow of your
triggers and events you are working with when you open that form.

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ray Palla
Sent: Friday, April 05, 2013 11:03 AM
To: arslist@ARSLIST.ORG
Subject: On-Load Active Link in a view field Window, ITSM 7.6.04

 

TGIF;

 

Ok, I've read all the docs and I still can't seem to make it work.

 

In a Console, I have a view field that a form window opens into.  I want to
run an Active Link on-load.  I've tried Send-Event and everything I can
imagine, but no worky?

 

What am I missing?  Anyone?

r

 


Ray Palla
Sr. IT/Remedy Consultant 

http://www.linkedin.com/img/signature/bg_bluefade_195x42.jpg





Mobile: 512-917-1739
Time Zone: Central

Email:  <mailto:ray.pa...@insona.com> ray.pa...@insona.com
http://www.linkedin.com/img/signature/icon_in_blue_14x14.gif Professional
Profile <http://www.linkedin.com/pub/1/544/598> 

 <http://www.INSONA.com> INSONA Corporation
1201 Berry Lane
<http://maps.google.com/maps?q=10650+SW+Plaza+CT%2CBox%3A+J68%2CHouston%2CTX
+77074%2CUSA&hl=en> 
Georgetown, TX

78626-3832 USA
Infrastructure Solutions - Network Applications 


 

 

 

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<><><>

Re: OT: An unexpected fork in the road...

[Ray Palla]

In the spring, the weather changes after Easter…  

 

God Speed, Mon signor emeritus…  May your egg basket always over-flow with 
golden prizes.

 

r

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Doug Blair
Sent: Friday, April 05, 2013 10:48 AM
To: arslist@ARSLIST.ORG
Subject: Re: OT: An unexpected fork in the road...

 

** 

David,

 

This is astonishing news! Not only have I been a rabid follower of your 
contributions here over the years but we have worked (together? At? In spite 
of?) each other at numerous conferences, presentations and our other meetings. 
Your reputation, dedication and knowledge is incredibly detailed. Your 
patience, perseverance and diplomacy unmatched. And you're a damn fine 
auctioneer!

 

Please keep us posted as your circumstances change. When David talks, people 
listen!

Doug

 

--

Doug Blair

+1 224-558-5462

 

Sent from my new iPad

Auto-corrected typos, misspellings and non-sequiturs are gratefully attributed 
to Steve Jobs :-)


On Apr 4, 2013, at 8:25 PM, "Easter, David"  wrote:

** 

Hi All,

 

  I watched the movie "Moneyball" a few nights ago.  Billy Beane (general 
manager for the Oakland A's) had advice for delivering bad news - just give it 
to 'em straight.  So here goes.

 

  As of April 5th, I'm no longer an employee of BMC Software, Inc.

 

  While my disclaimer has always stated that my participation in this group 
wasn't an official function for BMC, obviously this turn of events puts a 
significant kink in my continued involvement in the ARSList. :-)  Note that 
this is in no way a result of the April Fool's posting that I sent out... lest 
someone jump to an errant conclusion.   I won't be able to discuss any details 
of the situation, but you guys deserved to hear the news straight from the 
horse's a er... mouth. 

 

  This has been an amazing 7 years of my career and all of you are the reason 
for that.  This is the most vibrant, animated and supportive group I've ever 
had the pleasure to be a part of.  I've met many of you in person, talked with 
even more in virtual space, but I feel like a part of a family with all of you. 
 I will truly miss the opportunity to represent the brand and products that you 
channel so much passion and positive energy towards.

 

   This E-mail address (david_eas...@bmc.com) will cease functioning, but I've 
created a new E-mail address (david_easter...@yahoo.com) and subscribed to the 
list as a "private citizen".  I'll continue to contribute what I can - just 
from a different vantage point.  So this isn't goodbye - just a change in the 
weather...

 

-David J. Easter

(Previously) Manager of Product Management, AR System

 

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.

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

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


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On-Load Active Link in a view field Window, ITSM 7.6.04

[Ray Palla]

TGIF;

 

Ok, I've read all the docs and I still can't seem to make it work.

 

In a Console, I have a view field that a form window opens into.  I want to
run an Active Link on-load.  I've tried Send-Event and everything I can
imagine, but no worky?

 

What am I missing?  Anyone?



r

 


Ray Palla
Sr. IT/Remedy Consultant 

http://www.linkedin.com/img/signature/bg_bluefade_195x42.jpg





Mobile: 512-917-1739
Time Zone: Central

Email:  <mailto:ray.pa...@insona.com> ray.pa...@insona.com
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<http://www.linkedin.com/pub/1/544/598> Professional Profile

 <http://www.INSONA.com> INSONA Corporation
1201 Berry Lane
<http://maps.google.com/maps?q=10650+SW+Plaza+CT%2CBox%3A+J68%2CHouston%2CTX
+77074%2CUSA&hl=en> 
Georgetown, TX

78626-3832 USA
Infrastructure Solutions - Network Applications 


 



 


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Timeout relogin issue

[Ray Palla]

Does anyone have a suggestion for troubleshooting a situation where the user
times-out and tries to log back in, but the login fails, forcing the user to
close all browsers in able to re-launch the application?

 

r

 


Ray Palla
Sr. IT/Remedy Consultant 

http://www.linkedin.com/img/signature/bg_bluefade_195x42.jpg





Mobile: 512-917-1739
Time Zone: Central

Email:  <mailto:ray.pa...@insona.com> ray.pa...@insona.com
http://www.linkedin.com/img/signature/icon_in_blue_14x14.gif
<http://www.linkedin.com/pub/1/544/598> Professional Profile

 <http://www.INSONA.com> INSONA Corporation
1201 Berry Lane
<http://maps.google.com/maps?q=10650+SW+Plaza+CT%2CBox%3A+J68%2CHouston%2CTX
+77074%2CUSA&hl=en> 
Georgetown, TX

78626-3832 USA
Infrastructure Solutions - Network Applications 


 



 


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<><><>

Re: Workflow to change Incident 7.6.04 Assigned Group and Assignee - RESOLVED

[Ray Palla]

So for the bare minimum, I found the following fields are required:

 

For changing the Assigned Group:

Assigned Support Company

Assigned Support Organization

Assigned Group

Assigned Group ID

 

For changing the Assignee… all of the above, plus:

Assignee

Assignee Login ID

 

Happy Ticketing!

r

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brent Goodman
Sent: Thursday, January 31, 2013 5:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: Workflow to change Incident 7.6.04 Assigned Group and Assignee

 

** 

Have you turned on logging for active links, SQL, and DB calls, and then run 
through the steps manually?

 

The logging window in midtier pulls back a lot of good information, as does the 
user tool.

 

This is how we figured out what the OOB workflow does in the background. It can 
get messy.



Sent from my iPhone


On 2013-01-31, at 11:36 AM, Ray Palla  wrote:

** 

Hello All;

 

In the ITSM 7.6.04 Incident form there is a lot of workflow around menu 
selections for the Assigned Group and Assignee.

 

I’m attempting to have custom workflow modify those fields with updated 
assignment information.

 

Does anyone know of a reference document that tells us which z1D (Tmp) fields 
are required to be populated also.  I keep getting the message to use the 
menus… But this workflow needs to be lights-out.

 

Thanks;

r

 


Ray Palla
Sr. IT/Remedy Consultant 







Mobile: 512-917-1739
Time Zone: Central

Email:  <mailto:ray.pa...@insona.com> ray.pa...@insona.com
 Professional Profile <http://www.linkedin.com/pub/1/544/598> 

 <http://www.INSONA.com> INSONA Corporation
1201 Berry Lane 
<http://maps.google.com/maps?q=10650+SW+Plaza+CT%2CBox%3A+J68%2CHouston%2CTX+77074%2CUSA&hl=en>
 
Georgetown, TX

78626-3832 USA
Infrastructure Solutions - Network Applications 


 



 

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Workflow to change Incident 7.6.04 Assigned Group and Assignee

[Ray Palla]

Hello All;

 

In the ITSM 7.6.04 Incident form there is a lot of workflow around menu
selections for the Assigned Group and Assignee.

 

I'm attempting to have custom workflow modify those fields with updated
assignment information.

 

Does anyone know of a reference document that tells us which z1D (Tmp)
fields are required to be populated also.  I keep getting the message to use
the menus. But this workflow needs to be lights-out.

 

Thanks;

r

 


Ray Palla
Sr. IT/Remedy Consultant 

http://www.linkedin.com/img/signature/bg_bluefade_195x42.jpg





Mobile: 512-917-1739
Time Zone: Central

Email:  <mailto:ray.pa...@insona.com> ray.pa...@insona.com
http://www.linkedin.com/img/signature/icon_in_blue_14x14.gif
<http://www.linkedin.com/pub/1/544/598> Professional Profile

 <http://www.INSONA.com> INSONA Corporation
1201 Berry Lane
<http://maps.google.com/maps?q=10650+SW+Plaza+CT%2CBox%3A+J68%2CHouston%2CTX
+77074%2CUSA&hl=en> 
Georgetown, TX

78626-3832 USA
Infrastructure Solutions - Network Applications 


 



 


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<><><>

Re: How can I embed/insert a Java applet on a Remedy form?

[Ray Palla]

I believe you need to call the view field from an Active Link (on window
open) or put a refresh button on the form and call the AL.  It's been a
while since I did one, but I believe you just do a set-fields in the Active
Link that set's the view field default link property.

 

r

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of kiran
Sent: Monday, December 24, 2012 11:19 AM
To: arslist@ARSLIST.ORG
Subject: Re: How can I embed/insert a Java applet on a Remedy form?

 

** can u open the regular form in new/create mode and check ?

 

Regards,

Kiran

On Sun, Dec 23, 2012 at 4:34 PM, Angus Comber 
wrote:

I have been playing with that.

But I am having some problems.

This is what I did:

1. Create a new Regular Form.
2. On form, Create New field -> View.
3. Set Permissions for Public access.
4. In Display, Text I entered URL to the a test html page which I can access
on the Remedy computer.  I entered entire url, like this:
http://www.google.com

In the Remedy Developer Studio I see the Google web page ok.

When I login to Remedy and access the test Remedy form I created I gain
access to the form ok but I see no contents in the View field.  ie I just
see a blank square and no Google web page.  Any ideas?

How do I get the form to actually display the web contents in the form?


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Re: Remedy login ID in People record

[Ray Palla]

And the winner is...

Cool tool and good advice.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Bess
Sent: Wednesday, December 12, 2012 12:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy login ID in People record

You can also use the Data Management Wizard to change the login ID.
Application Administration Console > Custom Configuration tab > Foundation > 
Data Management > Data Wizard

1. Update target values
2. Login ID


This will update the login id and all OOTB references on the supporting forms. 
It'll also update the login ID on the application forms if this is an account 
that's already been in use.


Jason

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HPD:IncidentInterface_Create documentation

[Ray Palla]

Can anyone point me to documentation on requirements for using the
HPD:IncidentInterface_Create form (version: 7.6.04)?  I can't seem to find
anything on-line or in the docs.

 

Thanks;

R

 


Ray Palla
Sr. IT/Remedy Consultant 

http://www.linkedin.com/img/signature/bg_bluefade_195x42.jpg





Mobile: 512-917-1739
Time Zone: Central

Email:  <mailto:ray.pa...@insona.com> ray.pa...@insona.com
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<http://www.linkedin.com/pub/1/544/598> Professional Profile

 <http://www.INSONA.com> INSONA Corporation
1201 Berry Lane
<http://maps.google.com/maps?q=10650+SW+Plaza+CT%2CBox%3A+J68%2CHouston%2CTX
+77074%2CUSA&hl=en> 
Georgetown, TX

78626-3832 USA
Infrastructure Solutions - Network Applications 


 



 


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<><><>

Re: Farewell arslisters

[Ray Palla]

Andrew;

 

Your genuine interest toward assisting folks with problems and continued
good advice will be missed.

 

Thanks and good luck.  Should you ever choose to return, you'll be a
welcomed Prodigal Son and we'll roast a pig.

 

R

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C
Sent: Friday, September 28, 2012 10:13 AM
To: arslist@ARSLIST.ORG
Subject: Farewell arslisters

 

** 

All,

 

I am leaving jcpenney of my own accord to follow a new venture, which will
not be in the BMC Remedy Development space in the foreseeable future.

I just wanted to say thank you for your help, advise and expertise over the
years. This has been one of the best technical sounding boards that I have
ever subscribed to.

 

All the best to ya'll and BMC.

 

I'm on linkedin if you want to connect -
http://www.linkedin.com/profile/view?id=9438005

 

 

Regards,

 

Andrew C. Goodall

Software Engineer

Development Services

ago...@jcpenney.com

jcpenney

6501 Legacy Drive

Plano, TX 75024

jcp.com

 


The information transmitted is intended only for the person or entity to
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recipient, you are hereby notified that your access is unauthorized, and any
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distribution or copying of this message including any attachments is
strictly prohibited. If you are not
the intended recipient, please contact the sender and delete the material
from any computer.

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RESOLVED: Remedy Mid-Tier on SSL

[Ray Palla]

Very useful info Axton.  And thanks to Nathan Aker at McAfee.  You guys
rock.

 

R

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Axton
Sent: Monday, September 24, 2012 7:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Mid-Tier on SSL

 

** Where you make the change all depends on your software stack.  Are you
using a web server?  Which one?  If not, what J2EE container are you using?
Are you using a load balancer?  The SSL configuration is typically done at
the endpoint that the user agent connects to.  This could be the load
balancer, if you use one; it could be the web server, if you use one; or it
could be the J2EE container.

 

There have been a number of conversations around how to do something with
the web tier, but very little information about the software/hardware stack
in use.  The implementation specifics depend on what you are using.  Best
suggestion for everyone on the list who wants to know how to do X with the
web configuration (context path, ssl, etc.) is to outline your
software/hardware stack as it pertains to the web tier.

 

Axton Grams

On Mon, Sep 24, 2012 at 5:01 PM, Ray Palla  wrote:

** 

Hello Listers;

 

Does anyone have any suggestions or best practice recommendations for
putting the Remedy Mid-Tier on Secure Socket Layer?

 

Seems most of the BMC docs refer to the using the web server (Apache,
Tomcat) for SSL?

 

R

 


Ray Palla
Sr. IT/Remedy Consultant 

Error! Filename not specified.

Error! Filename not specified.



Mobile: 512-917-1739
Time Zone: Central

Email:  <mailto:ray.pa...@insona.com> ray.pa...@insona.com
Error! Filename not specified. Professional Profile
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 <http://www.INSONA.com> INSONA Corporation
1201 Berry Lane
<http://maps.google.com/maps?q=10650+SW+Plaza+CT%2CBox%3A+J68%2CHouston%2CTX
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Georgetown, TX

78626-3832 USA
Infrastructure Solutions - Network Applications 


 



 

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Remedy Mid-Tier on SSL

[Ray Palla]

Hello Listers;

 

Does anyone have any suggestions or best practice recommendations for
putting the Remedy Mid-Tier on Secure Socket Layer?

 

Seems most of the BMC docs refer to the using the web server (Apache,
Tomcat) for SSL?

 

R

 


Ray Palla
Sr. IT/Remedy Consultant 

Description: http://www.linkedin.com/img/signature/bg_bluefade_195x42.jpg

Description: D:\INSONA\Graphics\Logos\INSONA-Logo.jpg



Mobile: 512-917-1739
Time Zone: Central

Email:  <mailto:ray.pa...@insona.com> ray.pa...@insona.com
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 <http://www.INSONA.com> INSONA Corporation
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<http://maps.google.com/maps?q=10650+SW+Plaza+CT%2CBox%3A+J68%2CHouston%2CTX
+77074%2CUSA&hl=en> 
Georgetown, TX

78626-3832 USA
Infrastructure Solutions - Network Applications 


 



 


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<><><>

Re: Dev Studio 7.6.04 - Can't update join criteria

[Ray Palla]

If you put your DevStudio into "Base Development" mode, you will be able to
modify anything.  Keep in mind that those modifications may need to be
re-implemented if and when you upgrade or update with a Patch... Core forms
may be overwritten at those times.  We keep a Packing List of our
modifications in an exported .def file so we can compare update changes.

R

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
Sent: Wednesday, September 19, 2012 12:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: Dev Studio 7.6.04 - Can't update join criteria

Thad,
I don't have a 7.6.4 system to work with at the moment, but...

You obviously needed to Overlay APR:Approver Lookup to add the field, but
you shouldn't need to overlay the SRM:Request form at all.  You certainly
need to overlay the join form, but being you aren't making changes on a
particular view, I wouldn't expect that view needs to be overlaid, but then
again, I'm not sure if the results list is view dependent or not.  The Join
Qualification certainly isn't view dependent, so I wouldn't expect the view
to need to be overlaid to modify thisso I'm out of ideas as well.  While
I don't agree that you should go into base mode, I'm not sure what else to
try (other than contact BMC of course).  To answer your question to Ravi
regarding the 'are there things', yes.  You cannot overlay 'data'.  Data
would be applications, flashboard definitions, etc...this stuff at the
moment MUST be modified in base development mode instead of Best Practice.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Thad Esser
Sent: Wednesday, September 19, 2012 10:42 AM
To: arslist@ARSLIST.ORG
Subject: Dev Studio 7.6.04 - Can't update join criteria

** 
Hello,
 
I know I'm missing something simple, but being new to Dev Studio, I'm not
sure where to look.  I am trying to update the join criteria on a form, and
dev studio isn't letting me.  From the Form Propteries > Join Information
window, I can select the text of the join qualificatin, but can't type in
the text box, and the "..." button is disabled and doesn't respond to
clicks.
 
The join form has been overlaid (both form and view), as well as both of the
underlying forms.
I am in Best Practice Customization mode.
I didn't see anyting in the docs that explicitly stated I couldn't do this.
 
I'm not sure if it matters, but the forms involved are:
Underlying forms: 
 APR:Approver Lookup  <-- added field
 SRM:Request
Join form
 SRS:RequestApproversLookup  <-- added the new field from APR:Approver
Lookup, need to update the join to account for it.
 
Using Dev Studio 7.6.04, SP4.  (was on SP3 and it didn't work there either)
 
Thanks,
Thad 
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Scheduled AR System Report

[Ray Palla]

All;

 

I know there are several tools for scheduling and writing reports, however
we are currently confined to the OOB Remedy AR System reports.  Here's the
question.  has anyone found a reasonable method to auto-generate an AR
System report, pipe it to a .CSV file, and then attach it to an email at a
scheduled time.

 

R

 


Ray Palla
Sr. IT/Remedy Consultant 

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Description: D:\INSONA\Graphics\Logos\INSONA-Logo.jpg



Mobile: 512-917-1739
Time Zone: Central

Email:  <mailto:ray.pa...@insona.com> ray.pa...@insona.com
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+77074%2CUSA&hl=en> 
Georgetown, TX

78626-3832 USA
Infrastructure Solutions - Network Applications 


 



 


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<><><>

Re: Finding: Incident Business-Time Duration, minus Pending Status time

[Ray Palla]

Yes Andrew, we are using the SLM module.  We've spent considerable  
time trying to determine where the fields are located in SLM.


We believe we should be able to create a Join between HPD:Help Desk  
and SLM:Measurement to capture our report.  We are needing Meantime to  
Resolved, accounting for Business Time, and minus Pending time.  The  
fields we would need to include from SLM:Measurement are not intuitive  
to us, however.


We've determined that it may be easier for us to create our own Custom  
form (similar to IncidentAssignmentLog) that would hold the Duration  
Seconds and also accumulate the Pending time.  From there, we could do  
the math and create the Join to HPD:Help Desk.


We're still open to other suggestions, however.  Has anyone been able  
to create a similar report with accurate data?


Thanks all, good feedback thus far;
R




Quoting "Goodall, Andrew C" :


SLM can handle this - do you have the SLM module?

Regards,
 
Andrew C. Goodall
Software Engineer
Development Services
ago...@jcpenney.com
jcpenney
6501 Legacy Drive
Plano, TX 75024
jcp.com


-Original Message-
From: Action Request System discussion list(ARSList)  
[mailto:arslist@arslist.org] On Behalf Of Ray Palla

Sent: Tuesday, August 21, 2012 2:47 PM
To: arslist@arslist.org
Subject: Re: Finding: Incident Business-Time Duration, minus Pending  
Status time


This suggestion is possibly realistic, however the amount of coding to
parse out the Pending time is a vast effort.

Any other ideas other than creating a custom form specifically for
tracking business time and pending time for every Incident modification?

R

Quoting patchsk :


Did you check the incident audit log? You can calculate the amount of time
the ticket is in pending status from there.

On Tuesday, August 21, 2012 11:04:57 AM UTC-7, Ray Palla wrote:


Ladies and Gentlemen;

I'm looking for a field or place to grab the Incident Business Time
Duration for an ITMS 7.6.04 Incient Module ticket, excluding the time(s)
that the ticket is in "Pending" 'Status'.

I've found in the Incident Assignment Log form, the field 'Business Hours
Duration (Sec)'.  If I do a sum on all assignments related to the Incident
Number, I can get the total seconds that the ticket was open.  I need to be
able to subtract the amount of time that the ticket was in "Pending", like
the SLM module would use to determine if an SLA was met or missed.  I've
spent considerable cycles looking for a place to grab the data from a field
in SLM, but can't seem to find it.

Anyone, have a suggestion for a place to look, or a formula to use to get
the desired result into a report???

Thanks;
R

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Re: Finding: Incident Business-Time Duration, minus Pending Status time

[Ray Palla]

This suggestion is possibly realistic, however the amount of coding to  
parse out the Pending time is a vast effort.


Any other ideas other than creating a custom form specifically for  
tracking business time and pending time for every Incident modification?


R

Quoting patchsk :


Did you check the incident audit log? You can calculate the amount of time
the ticket is in pending status from there.

On Tuesday, August 21, 2012 11:04:57 AM UTC-7, Ray Palla wrote:


Ladies and Gentlemen;

I'm looking for a field or place to grab the Incident Business Time
Duration for an ITMS 7.6.04 Incient Module ticket, excluding the time(s)
that the ticket is in "Pending" 'Status'.

I've found in the Incident Assignment Log form, the field 'Business Hours
Duration (Sec)'.  If I do a sum on all assignments related to the Incident
Number, I can get the total seconds that the ticket was open.  I need to be
able to subtract the amount of time that the ticket was in "Pending", like
the SLM module would use to determine if an SLA was met or missed.  I've
spent considerable cycles looking for a place to grab the data from a field
in SLM, but can't seem to find it.

Anyone, have a suggestion for a place to look, or a formula to use to get
the desired result into a report???

Thanks;
R

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Finding: Incident Business-Time Duration, minus Pending Status time

[Ray Palla]

Ladies and Gentlemen;

I'm looking for a field or place to grab the Incident Business Time Duration 
for an ITMS 7.6.04 Incient Module ticket, excluding the time(s) that the ticket 
is in "Pending" 'Status'.

I've found in the Incident Assignment Log form, the field 'Business Hours 
Duration (Sec)'.  If I do a sum on all assignments related to the Incident 
Number, I can get the total seconds that the ticket was open.  I need to be 
able to subtract the amount of time that the ticket was in "Pending", like the 
SLM module would use to determine if an SLA was met or missed.  I've spent 
considerable cycles looking for a place to grab the data from a field in SLM, 
but can't seem to find it.

Anyone, have a suggestion for a place to look, or a formula to use to get the 
desired result into a report???

Thanks;
R

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Re: 6-8 project - Remote

[Ray Palla]

Actually Pritch;

The "On-Behalf of" post had this: Petrie-Smith, Emma
[epetr...@teksystems.com]

After contacting her directly (off-the-list) and understanding her position,
I gave her the same response that I then posted on the list.  Just my
2-cents.  I believe these things should be openly discussed in the ARSlist.
After all, rates and supply/demand are very relevant for all of us.  

You might do it for $50, but there are a lot of listers who just don't have
to.  That said, I'm trying to help recruiters understand the current market
and what it takes to get the best guy for the job.  In the case of KS, I
wouldn't recommend to them that they try to fix a late running project with
anything other than a senior guy.  We are talking 7.6.04 here.

R

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of pritch
Sent: Friday, August 17, 2012 11:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: 6-8 project - Remote

Youd probably get several folks willing to do the $50 per hour for a remote
gig, but you'd need to have another way to contact the requester.  They
didn't put an alternate contact on the initial email and most folks are
aware to not respond to this type of item directly on the ARSlist.

----- Original Message -
From: "Ray Palla" 
To: arslist@ARSLIST.ORG
Sent: Friday, August 17, 2012 12:03:03 PM
Subject: Re: 6-8 project - Remote

**
You're right Tauf; 
  
Also, this is a mostly remote gig.  That is a huge plus!  I would quote
$97.50/hr + T&E on this one and happily go there for a few short weeks. 
  
R 


From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
Sent: Friday, August 17, 2012 10:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: 6-8 project - Remote 


** Ray I almost totally agree with you except for that Overland Park and
Kansas City, MO in general is a really nice place... especially the Country
Club Plaza area. Compared to St. Louis, it's night and day. If any of you
have a chance, don't say no just because it's Kansas. It's really a cool
place... this coming from a native and current New Yorker :) 


On Fri, Aug 17, 2012 at 11:55 AM, Ray Palla < ray.pa...@insona.com > wrote: 


** 

TEKsystems is usually more aware the market than this. 
  
Although, customer expectation is sometimes hard to set, externally...  This
customer needs to know that the current market for long-term projects is
over $110/hr + T&E...  BMC charges $250/hr.  A short term like this one will
be much more difficult to find a placement, in terms of being competitive. 
The Remedy market is currently at a premium and there are many
more 'exciting' cities to cherry-pick from. 
  
R 


From: Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG ] On Behalf Of Petrie-Smith, Emma
Sent: Friday, August 17, 2012 10:38 AM 


To: arslist@ARSLIST.ORG 
Subject: Re: 6-8 project - Remote 




** 


I agree, it seems like backwards logic. Trust me, I’d like to create more
funding and pay more. It’d make my job much easier J 

  

Thanks for reaching out. 

  

Emma 

  



Emma Petrie-Smith RECRUITER 
7285 W. 132ND ST., STE. 140 OVERLAND PARK, KS  66213 
O (800) 318-2074  ? T (913) 664-0105 
F (913) 338-2435 


http://www.teksystems.com

  



  


From: Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG ] On Behalf Of Tauf Chowdhury 
Sent: Friday, August 17, 2012 10:36 AM 
To: arslist@ARSLIST.ORG 
Subject: Re: 6-8 project - Remote 

  

** Don't take this personally but I always find that an interesting comment:
"It's a low rate because that's all we can afford, but we REALLY need this
done by this date." 
Thanks for the clarification! 


On Fri, Aug 17, 2012 at 11:25 AM, Petrie-Smith, Emma <
epetr...@teksystems.com > wrote: 

** 



Hi Tauf, 

  

It is partially, and they are funding this position with the leftover
funding allocated to this project. It’s lower than the normal rate, but it’s
the best our client can do. They are in a crunch to reach their deadline. 

  

And I didn’t realize I had responded to the entire Arslist earlier. I meant
to respond to just that one person. Whoops! And it is an additional
resource, not a replacement. 

  

Thanks, 


Emma 

  



Emma Petrie-Smith RECRUITER 
7285 W. 132ND ST., STE. 140 OVERLAND PARK, KS  66213 
O (800) 318-2074   ? T (913) 664-0105 
F (913) 338-2435 




  



  


From: Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG ] On Behalf Of Tauf Chowdhury 
Sent: Friday, August 17, 2012 10:22 AM 




To: arslist@ARSLIST.ORG 
Subject: Re: 6-8 project - Remote 



  

** 


50/hr sounds very weak. Is that because it's in Kansas? 

Sent from my iPhone 



On Aug 17, 2012, at 11:19 AM, "Goodall, Andrew C" < ago...@jcp.com > wrote: 




** 

Hopefully 

Re: 6-8 project - Remote

[Ray Palla]

You're right Tauf;

Also, this is a mostly remote gig.  That is a huge plus!  I would quote $97.
50/hr + T&E on this one and happily go there for a few short weeks.

R

  _

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
Sent: Friday, August 17, 2012 10:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: 6-8 project - Remote


** Ray I almost totally agree with you except for that Overland Park and
Kansas City, MO in general is a really nice place... especially the Country
Club Plaza area. Compared to St. Louis, it's night and day. If any of you
have a chance, don't say no just because it's Kansas. It's really a cool
place... this coming from a native and current New Yorker :)


On Fri, Aug 17, 2012 at 11:55 AM, Ray Palla  wrote:


**
TEKsystems is usually more aware the market than this.

Although, customer expectation is sometimes hard to set, externally...  This
customer needs to know that the current market for long-term projects is
over $110/hr + T&E...  BMC charges $250/hr.  A short term like this one will
be much more difficult to find a placement, in terms of being competitive.
The Remedy market is currently at a premium and there are many more
'exciting' cities to cherry-pick from.

R

  _

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Petrie-Smith, Emma
Sent: Friday, August 17, 2012 10:38 AM

To: arslist@ARSLIST.ORG
Subject: Re: 6-8 project - Remote


**

I agree, it seems like backwards logic. Trust me, I’d like to create more
funding and pay more. It’d make my job much easier J



Thanks for reaching out.



Emma




  _


Emma Petrie-Smith RECRUITER
7285 W. 132ND ST., STE. 140 OVERLAND PARK, KS  66213
O (800) 318-2074 ● T (913) 664-0105 
F (913)   338-2435


 <http://www.teksystems.com/> http://www.teksystems.com




  _




From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
Sent: Friday, August 17, 2012 10:36 AM
To: arslist@ARSLIST.ORG
Subject: Re: 6-8 project - Remote



** Don't take this personally but I always find that an interesting comment:
"It's a low rate because that's all we can afford, but we REALLY need this
done by this date."
Thanks for the clarification!

On Fri, Aug 17, 2012 at 11:25 AM, Petrie-Smith, Emma
 wrote:

**

Hi Tauf,



It is partially, and they are funding this position with the leftover
funding allocated to this project. It’s lower than the normal rate, but
it’s the best our client can do. They are in a crunch to reach their
deadline.



And I didn’t realize I had responded to the entire Arslist earlier. I meant
to respond to just that one person. Whoops! And it is an additional
resource, not a replacement.



Thanks,

Emma




  _


Emma Petrie-Smith RECRUITER
7285 W. 132ND ST., STE. 140 OVERLAND PARK, KS  66213
O (800) 318-2074   ● T (913) 664-0105

F (913) 338-2435 


 <http://www.teksystems.com/>

 <http://www.teksystems.com/>

 <http://www.teksystems.com/>
  _


 <http://www.teksystems.com/>

 <http://www.teksystems.com/> From: Action Request System discussion
list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
Sent: Friday, August 17, 2012 10:22 AM

 <http://www.teksystems.com/>
To: arslist@ARSLIST.ORG
Subject: Re: 6-8 project - Remote

 <http://www.teksystems.com/>

 <http://www.teksystems.com/> **

 <http://www.teksystems.com/> 50/hr sounds very weak. Is that because it's
in Kansas?

Sent from my iPhone

 <http://www.teksystems.com/>
On Aug 17, 2012, at 11:19 AM, "Goodall, Andrew C"  wrote:

 <http://www.teksystems.com/> **

 <http://www.teksystems.com/> Hopefully it is in addition not a replacement
:S

 <http://www.teksystems.com/>

 <http://www.teksystems.com/>

 <http://www.teksystems.com/> Regards,

 <http://www.teksystems.com/>

 <http://www.teksystems.com/> Andrew C. Goodall

 <http://www.teksystems.com/> Software Engineer

 <http://www.teksystems.com/> Development Services

 <http://www.teksystems.com/> ago...@jcpenney.com

 <http://www.teksystems.com/> jcpenney

 <http://www.teksystems.com/> 6501 Legacy Drive

 <http://www.teksystems.com/> Plano, TX 75024

 <http://www.teksystems.com/> jcp.com

 <http://www.teksystems.com/>

 <http://www.teksystems.com/> From: Action Request System discussion
list(ARSList) [mailto:arslist@arslist.org] On Behalf Of Tauf Chowdhury
Sent: Friday, August 17, 2012 10:17 AM
To: arslist@arslist.org
Subject: Re: 6-8 project - Remote

 <http://www.teksystems.com/>

 <http://www.teksystems.com/> **

 <http://www.teksystems.com/> Aye aye aye...

Sent from my iPhone

 <http://www.teksystems.com/>
On Aug 17, 2012, at 11:15 AM, "Petrie-Smith, Emma&q

Re: Building A Custom Application (Just Checking)

[Ray Palla]

Done it more times than I can count.  It's much easier than customizing the
OOB.
 
R

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Robert Heverley
Sent: Thursday, August 16, 2012 1:06 PM
To: arslist@ARSLIST.ORG
Subject: Building A Custom Application (Just Checking)


** Hello Listers,

I just want to know your opinion on something. If you were handed a bunch of
screenshots, could you build an application..?? Thank you..!!

Robert Heverley
_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 

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Re: ITSM 7.6.04 Join form Query (RESOLVED)

[Ray Palla]

I agree that the new field and filter is the simplest method.  It is the
option that I'm proposing to the customer.
 
I wish there was something that allowed us to choose how many items to
return in the form search string.
 
R

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Manuel Huerta Guillén
Sent: Thursday, August 09, 2012 11:32 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.04 Join form Query


** 
Ray,

Simpler than adding one field and one filter? 

It's customizing I know, but I would like that all my customizations would
be as simple as this one.
I don't think that there exists a simpler option to do it without going out
of ARS.

Regards,

Jose Manuel Huerta 
http://theremedyforit.com/ 




On Thu, Aug 9, 2012 at 6:19 PM, Ray Palla  wrote:


Jose;

I did think of the first option, but not the SQL view.  These are both
viable and I thank you kindly.  I was just hoping for something simpler.

It's almost the weekend!

Thanks;

R

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

[mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Huerta
Sent: Thursday, August 09, 2012 10:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.04 Join form Query

Hi,

There are several ways to achieve this. Some of them at Remedy native but
complicated, and others are a bit outside ARS.

For instance: inside Remedy:
Create a new option field with one possible value that means last. Create a
filter at workout on submit with two actions: a Push that sets the created
flag to null for all work logs of the same incident having it to "last". The
second action is a set flag to "last".
With this workflow you ensure that only the last. Omen has this flag
activated. The you can add the condition flag="last" to the join condition.

A bit outside Remedy:
Create an SQL view that only show the last value. This can be met with
subqueries. Then you can create a view form that maps this SQL view.

Regards,

Jose Huerta
theremedyforit.com

El 09/08/2012, a las 17:26, "Longwing, LJ CTR MDA/IC"
 escribió:

> Actually...I was talking about SQL 'joining'I haven't used the new
report designer console either...I'm not sure if what I described is
possible within remedy.
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Ray Palla
> Sent: Thursday, August 09, 2012 8:57 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: ITSM 7.6.04 Join form Query
>
> LJ;
>
> Sounds interesting and would work, but we don't have the newly supported
BIRT report writer fully in place just yet as described in the recent white
paper.  We will be doing that, but need this report before it can be
implemented.  I'm assuming you are speaking from the Report Designer
console?
>
> R
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
> Sent: Thursday, August 09, 2012 9:46 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: ITSM 7.6.04 Join form Query
>
> Ray,
> Instead of doing a join on the work log, make the column for the work log
entry a separate query in the select portion, and to a select 'top 1' on the
sub-query, with the proper order statements.  This will give you a single
work order entry in your column list, null if there aren't any at all.
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Ray Palla
> Sent: Thursday, August 09, 2012 8:32 AM
> To: arslist@ARSLIST.ORG
> Subject: ITSM 7.6.04 Join form Query
>
> **
> Listers Brain Test;
>
> We have an outer join form  Primary = HPD:Help Desk and Secondary =
HPD:WorkLog.  It works fine and produces a list of open tickets with each
Work Log entry for that ticket.  The customer only wants to see the most
recent Work Log entry and not any older ones.  I have the join form sorted
to put the most recent at the top, but haven't found a query that eliminates
the other records... It may not be possible?
>
> Does anyone know a way to get just the first entry?
>
> R
>
> Ray Palla
> Sr. IT/Remedy Consultant
> <http://www.linkedin.com/img/signature/bg_bluefade_195x42.jpg>
> Mobile: 512-917-1739
> Time Zone: Central Email: ray.pa...@insona.com
> <http://www.linkedin.com/img/signature/icon_in_blue_14x14.gif>
> Professional Profile <http://www.linkedin.com/pub/1/544/598>
>INSONA Corporation
> <http://www.insona.com/> 1201 Berry Lane
> <http://maps.google.com/maps?q=10650+SW+Plaza+CT%2CBox%3A+J68%2CHousto
> n%2CTX
> +77074%2CUSA&hl=en> Georgetown, TX
> 78626-3832 USA
> Infrastru

Re: ITSM 7.6.04 Join form Query

[Ray Palla]

Jose;

I did think of the first option, but not the SQL view.  These are both
viable and I thank you kindly.  I was just hoping for something simpler.

It's almost the weekend!

Thanks;
R 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Huerta
Sent: Thursday, August 09, 2012 10:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.04 Join form Query

Hi,

There are several ways to achieve this. Some of them at Remedy native but
complicated, and others are a bit outside ARS.

For instance: inside Remedy: 
Create a new option field with one possible value that means last. Create a
filter at workout on submit with two actions: a Push that sets the created
flag to null for all work logs of the same incident having it to "last". The
second action is a set flag to "last".
With this workflow you ensure that only the last. Omen has this flag
activated. The you can add the condition flag="last" to the join condition.

A bit outside Remedy:
Create an SQL view that only show the last value. This can be met with
subqueries. Then you can create a view form that maps this SQL view.

Regards,

Jose Huerta
theremedyforit.com

El 09/08/2012, a las 17:26, "Longwing, LJ CTR MDA/IC"
 escribió:

> Actually...I was talking about SQL 'joining'I haven't used the new
report designer console either...I'm not sure if what I described is
possible within remedy.
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Ray Palla
> Sent: Thursday, August 09, 2012 8:57 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: ITSM 7.6.04 Join form Query
> 
> LJ;
> 
> Sounds interesting and would work, but we don't have the newly supported
BIRT report writer fully in place just yet as described in the recent white
paper.  We will be doing that, but need this report before it can be
implemented.  I'm assuming you are speaking from the Report Designer
console?
> 
> R
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
> Sent: Thursday, August 09, 2012 9:46 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: ITSM 7.6.04 Join form Query
> 
> Ray,
> Instead of doing a join on the work log, make the column for the work log
entry a separate query in the select portion, and to a select 'top 1' on the
sub-query, with the proper order statements.  This will give you a single
work order entry in your column list, null if there aren't any at all.
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Ray Palla
> Sent: Thursday, August 09, 2012 8:32 AM
> To: arslist@ARSLIST.ORG
> Subject: ITSM 7.6.04 Join form Query
> 
> **
> Listers Brain Test;
> 
> We have an outer join form  Primary = HPD:Help Desk and Secondary =
HPD:WorkLog.  It works fine and produces a list of open tickets with each
Work Log entry for that ticket.  The customer only wants to see the most
recent Work Log entry and not any older ones.  I have the join form sorted
to put the most recent at the top, but haven't found a query that eliminates
the other records... It may not be possible?  
> 
> Does anyone know a way to get just the first entry?
> 
> R
> 
> Ray Palla
> Sr. IT/Remedy Consultant
> <http://www.linkedin.com/img/signature/bg_bluefade_195x42.jpg>
> Mobile: 512-917-1739
> Time Zone: Central Email: ray.pa...@insona.com
> <http://www.linkedin.com/img/signature/icon_in_blue_14x14.gif>
> Professional Profile <http://www.linkedin.com/pub/1/544/598> 
>INSONA Corporation
> <http://www.insona.com/> 1201 Berry Lane 
> <http://maps.google.com/maps?q=10650+SW+Plaza+CT%2CBox%3A+J68%2CHousto
> n%2CTX
> +77074%2CUSA&hl=en> Georgetown, TX
> 78626-3832 USA
> Infrastructure Solutions - Network Applications
>
> 
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
> 
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Re: ITSM 7.6.04 Join form Query

[Ray Palla]

 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Huerta
Sent: Thursday, August 09, 2012 10:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.04 Join form Query

Hi,

There are several ways to achieve this. Some of them at Remedy native but
complicated, and others are a bit outside ARS.

For instance: inside Remedy: 
Create a new option field with one possible value that means last. Create a
filter at workout on submit with two actions: a Push that sets the created
flag to null for all work logs of the same incident having it to "last". The
second action is a set flag to "last".
With this workflow you ensure that only the last. Omen has this flag
activated. The you can add the condition flag="last" to the join condition.

A bit outside Remedy:
Create an SQL view that only show the last value. This can be met with
subqueries. Then you can create a view form that maps this SQL view.

Regards,

Jose Huerta
theremedyforit.com

El 09/08/2012, a las 17:26, "Longwing, LJ CTR MDA/IC"
 escribió:

> Actually...I was talking about SQL 'joining'I haven't used the new
report designer console either...I'm not sure if what I described is
possible within remedy.
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Ray Palla
> Sent: Thursday, August 09, 2012 8:57 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: ITSM 7.6.04 Join form Query
> 
> LJ;
> 
> Sounds interesting and would work, but we don't have the newly supported
BIRT report writer fully in place just yet as described in the recent white
paper.  We will be doing that, but need this report before it can be
implemented.  I'm assuming you are speaking from the Report Designer
console?
> 
> R
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
> Sent: Thursday, August 09, 2012 9:46 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: ITSM 7.6.04 Join form Query
> 
> Ray,
> Instead of doing a join on the work log, make the column for the work log
entry a separate query in the select portion, and to a select 'top 1' on the
sub-query, with the proper order statements.  This will give you a single
work order entry in your column list, null if there aren't any at all.
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Ray Palla
> Sent: Thursday, August 09, 2012 8:32 AM
> To: arslist@ARSLIST.ORG
> Subject: ITSM 7.6.04 Join form Query
> 
> **
> Listers Brain Test;
> 
> We have an outer join form  Primary = HPD:Help Desk and Secondary =
HPD:WorkLog.  It works fine and produces a list of open tickets with each
Work Log entry for that ticket.  The customer only wants to see the most
recent Work Log entry and not any older ones.  I have the join form sorted
to put the most recent at the top, but haven't found a query that eliminates
the other records... It may not be possible?  
> 
> Does anyone know a way to get just the first entry?
> 
> R
> 
> Ray Palla
> Sr. IT/Remedy Consultant
> <http://www.linkedin.com/img/signature/bg_bluefade_195x42.jpg>
> Mobile: 512-917-1739
> Time Zone: Central Email: ray.pa...@insona.com
> <http://www.linkedin.com/img/signature/icon_in_blue_14x14.gif>
> Professional Profile <http://www.linkedin.com/pub/1/544/598> 
>INSONA Corporation
> <http://www.insona.com/> 1201 Berry Lane 
> <http://maps.google.com/maps?q=10650+SW+Plaza+CT%2CBox%3A+J68%2CHousto
> n%2CTX
> +77074%2CUSA&hl=en> Georgetown, TX
> 78626-3832 USA
> Infrastructure Solutions - Network Applications
>
> 
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
> 
> __
> __
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Re: ITSM 7.6.04 Join form Query

[Ray Palla]

LJ;

Sounds interesting and would work, but we don't have the newly supported
BIRT report writer fully in place just yet as described in the recent white
paper.  We will be doing that, but need this report before it can be
implemented.  I'm assuming you are speaking from the Report Designer
console?

R 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
Sent: Thursday, August 09, 2012 9:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.04 Join form Query

Ray,
Instead of doing a join on the work log, make the column for the work log
entry a separate query in the select portion, and to a select 'top 1' on the
sub-query, with the proper order statements.  This will give you a single
work order entry in your column list, null if there aren't any at all.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ray Palla
Sent: Thursday, August 09, 2012 8:32 AM
To: arslist@ARSLIST.ORG
Subject: ITSM 7.6.04 Join form Query

**
Listers Brain Test;
 
We have an outer join form  Primary = HPD:Help Desk and Secondary =
HPD:WorkLog.  It works fine and produces a list of open tickets with each
Work Log entry for that ticket.  The customer only wants to see the most
recent Work Log entry and not any older ones.  I have the join form sorted
to put the most recent at the top, but haven't found a query that eliminates
the other records... It may not be possible?  
 
Does anyone know a way to get just the first entry?
 
R
 
Ray Palla
Sr. IT/Remedy Consultant
<http://www.linkedin.com/img/signature/bg_bluefade_195x42.jpg>  
Mobile: 512-917-1739
Time Zone: Central   Email: ray.pa...@insona.com
 <http://www.linkedin.com/img/signature/icon_in_blue_14x14.gif>
Professional Profile <http://www.linkedin.com/pub/1/544/598> 
INSONA Corporation
<http://www.insona.com/> 1201 Berry Lane
<http://maps.google.com/maps?q=10650+SW+Plaza+CT%2CBox%3A+J68%2CHouston%2CTX
+77074%2CUSA&hl=en> Georgetown, TX
78626-3832 USA
Infrastructure Solutions - Network Applications 

 
_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 


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ITSM 7.6.04 Join form Query

[Ray Palla]

Listers Brain Test;
 
We have an outer join form  Primary = HPD:Help Desk and Secondary =
HPD:WorkLog.  It works fine and produces a list of open tickets with each
Work Log entry for that ticket.  The customer only wants to see the most
recent Work Log entry and not any older ones.  I have the join form sorted
to put the most recent at the top, but haven't found a query that eliminates
the other records... It may not be possible?  
 
Does anyone know a way to get just the first entry?
 
R
 
Ray Palla
Sr. IT/Remedy Consultant
<http://www.linkedin.com/img/signature/bg_bluefade_195x42.jpg>  

Mobile: 512-917-1739
Time Zone: Central   Email: ray.pa...@insona.com
  <http://www.linkedin.com/img/signature/icon_in_blue_14x14.gif>
Professional  <http://www.linkedin.com/pub/1/544/598> Profile

 <http://www.insona.com/> INSONA Corporation
1201 Berry Lane
<http://maps.google.com/maps?q=10650+SW+Plaza+CT%2CBox%3A+J68%2CHouston%2CTX
+77074%2CUSA&hl=en> 
Georgetown, TX
78626-3832 USA
Infrastructure Solutions - Network Applications 

 

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<><><>

Re: 'Modify All' on ITSM HPD:Help Desk 7.6.04 form

[Ray Palla]

Absolutely.  Good catch.
 
r

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Monday, July 30, 2012 11:28 AM
To: arslist@ARSLIST.ORG
Subject: Re: 'Modify All' on ITSM HPD:Help Desk 7.6.04 form

You could have also added to your Run-If   AND $CLIENT-TYPE$ = 9

This will make that Active Link only run on the web.

Fred

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ray Palla
Sent: Monday, July 30, 2012 10:59 AM
To: arslist@ARSLIST.ORG
Subject: Re: 'Modify All' on ITSM HPD:Help Desk 7.6.04 form

**
I found another work-around as well.  I created an Active Link that fires on
the 'Modify All' screen "Save" button.  It runs only on $OPERATION$ = "SET
ALL" and simply triggers a 'Run Process' "PERFORM-ACTION-APPLY".  The only
ill-effect from this new AL was that a 'Modify All' in the fat client no
longer works.  Since our customer does not use the fat client, that was not
an issue.
 
We will apply Patch 3 this week and expect the work-around to be able to
be removed after testing.
 
Thanks ALL;
R

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brock, Anne
Sent: Friday, July 27, 2012 8:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: 'Modify All' on ITSM HPD:Help Desk 7.6.04 form
**
That was fixed it in either patch 1 or patch 2 of 7.6.04. I think you just
have to upgrade the midtier. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ray Palla
Sent: Friday, July 27, 2012 2:22 PM
To: arslist@ARSLIST.ORG
Subject: 'Modify All' on ITSM HPD:Help Desk 7.6.04 form

**
Ladies and Gents;
 
Has anyone else seen this or found a fix?  We have the need to
close multiple tickets all at one time in the Incident form of ITSM 7.6.04.
 
>From the web client, when a list is displayed and multiple tickets selected,
the 'Modify All' button is visible and active.  The button returns a blank
form as it should, however nothing is saved to the records when the form is
modified and the 'Save' button is clicked.  'Modify All' works as expected
on all other forms.
 
Could this be yet another bug or could we be missing an Active Link or
Filter, or something?
 
R
 
Ray Palla
Sr. IT/Remedy Consultant 


Mobile: 512-917-1739
Time Zone: Central
Email: ray.pa...@insona.com
 Professional Profile
INSONA Corporation
1201 Berry Lane
Georgetown, TX
78626-3832 USA
Infrastructure Solutions - Network Applications 


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Re: 'Modify All' on ITSM HPD:Help Desk 7.6.04 form

[Ray Palla]

I found another work-around as well.  I created an Active Link that fires on
the 'Modify All' screen "Save" button.  It runs only on $OPERATION$ = "SET
ALL" and simply triggers a 'Run Process' "PERFORM-ACTION-APPLY".  The only
ill-effect from this new AL was that a 'Modify All' in the fat client no
longer works.  Since our customer does not use the fat client, that was not
an issue.
 
We will apply Patch 3 this week and expect the work-around to be able to be
removed after testing.
 
Thanks ALL;
R

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brock, Anne
Sent: Friday, July 27, 2012 8:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: 'Modify All' on ITSM HPD:Help Desk 7.6.04 form


** 

That was fixed it in either patch 1 or patch 2 of 7.6.04. I think you just
have to upgrade the midtier. 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ray Palla
Sent: Friday, July 27, 2012 2:22 PM
To: arslist@ARSLIST.ORG
Subject: 'Modify All' on ITSM HPD:Help Desk 7.6.04 form

 

** 

Ladies and Gents;

 

Has anyone else seen this or found a fix?  We have the need to close
multiple tickets all at one time in the Incident form of ITSM 7.6.04.

 

>From the web client, when a list is displayed and multiple tickets selected,
the 'Modify All' button is visible and active.  The button returns a blank
form as it should, however nothing is saved to the records when the form is
modified and the 'Save' button is clicked.  'Modify All' works as expected
on all other forms.

 

Could this be yet another bug or could we be missing an Active Link or
Filter, or something?

 

R

 


Ray Palla
Sr. IT/Remedy Consultant 







Mobile: 512-917-1739
Time Zone: Central

Email:  <mailto:ray.pa...@insona.com> ray.pa...@insona.com
 Professional Profile <http://www.linkedin.com/pub/1/544/598> 

 <http://www.insona.com/> INSONA Corporation
1201 Berry Lane
<http://maps.google.com/maps?q=10650+SW+Plaza+CT%2CBox%3A+J68%2CHouston%2CTX
+77074%2CUSA&hl=en> 
Georgetown, TX

78626-3832 USA
Infrastructure Solutions - Network Applications 


 



 

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<><><>

Re: 'Modify All' on ITSM HPD:Help Desk 7.6.04 form

[Ray Palla]

Actually Chuck;
 
That only works if the ticket is already in "Resolved" state.  It simply
resets the 'Status' to "Closed".  What we need to do is set several open
tickets at once to 'Status' "Resolved" and include a 'Resolution' and
perhaps a 'Notes' entry on each.  "Modify All" is the method used in every
previous version of Remedy for all clients (fat or web).
 
Thanks for looking;
R

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Chuck
Sent: Friday, July 27, 2012 5:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: 'Modify All' on ITSM HPD:Help Desk 7.6.04 form


**  I think this can be done from the IM console via quick action.
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'Modify All' on ITSM HPD:Help Desk 7.6.04 form

[Ray Palla]

Ladies and Gents;
 
Has anyone else seen this or found a fix?  We have the need to close
multiple tickets all at one time in the Incident form of ITSM 7.6.04.
 
>From the web client, when a list is displayed and multiple tickets selected,
the 'Modify All' button is visible and active.  The button returns a blank
form as it should, however nothing is saved to the records when the form is
modified and the 'Save' button is clicked.  'Modify All' works as expected
on all other forms.
 
Could this be yet another bug or could we be missing an Active Link or
Filter, or something?
 
R
 
Ray Palla
Sr. IT/Remedy Consultant
<http://www.linkedin.com/img/signature/bg_bluefade_195x42.jpg>  

Mobile: 512-917-1739
Time Zone: Central   Email: ray.pa...@insona.com
  <http://www.linkedin.com/img/signature/icon_in_blue_14x14.gif>
Professional  <http://www.linkedin.com/pub/1/544/598> Profile

 <http://www.insona.com/> INSONA Corporation
1201 Berry Lane
<http://maps.google.com/maps?q=10650+SW+Plaza+CT%2CBox%3A+J68%2CHouston%2CTX
+77074%2CUSA&hl=en> 
Georgetown, TX
78626-3832 USA
Infrastructure Solutions - Network Applications 

 

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Re: Returning to Remedy after a long hiatus

[Ray Palla]

Et tu Brute?

Welcome back to the future, Monsignor Rick!

R 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David
Sent: Tuesday, July 24, 2012 5:58 PM
To: arslist@ARSLIST.ORG
Subject: Re: Returning to Remedy after a long hiatus

Welcome home, Rick.

-David J. Easter
Manager of Product Management, AR System BSM & Atrium Solutions Management
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed in
this E-mail do not necessarily reflect those of BMC Software, Inc.  My
voluntary participation in this forum is not intended to convey a role as a
spokesperson, liaison or public relations representative for BMC Software,
Inc.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Westbrock
Sent: Tuesday, July 24, 2012 3:34 PM
To: arslist@ARSLIST.ORG
Subject: Returning to Remedy after a long hiatus

Hello listers-

Some of you might possibly remember me from several years ago when I was
working at a large national retailer. I was only able to devote about 30% of
my time to Remedy and after several years of trying to convince management
that IT could provide many more benefits to the company as a whole (and not
just IT) I finally gave up on repeating my message to deaf ears.

Fast forward quite a few years and I've left that retailer to work as a
full-time developer with QMX. I am very happy to be back but I've got a lot
to learn not only on the current version of ARS (we were still on 7.0.1 at
my old shop) but also learning ITSM from the ground up. I will be lurking
here and trying to get back to my old habit of picking up bits of knowledge
here and there by reading posts to the list.


-Rick
__
Rick Westbrock
Remedy Developer
QMX Support Systems


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Re: Request for expertise on BMC Web login cookies

[Ray Palla]

Thanks Axton;
 
Perhaps the better question is:
 
For sticky sessions what is the preferred (best practice) method: Cookies,
HTTP Header, IP Based Solutions?
 
Opinions? 
R

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Axton
Sent: Tuesday, July 24, 2012 1:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: Request for expertise on BMC Web login cookies


** JSESSIONID will track each unique user session.  Ideally, your load
balancer should create it's own cookie to track the session.  This will be
the most reliable means of keeping the right user on the same mid-tier
server.  The other have to do with keywords (GKW), etc. 

See http://support.f5.com/kb/en-us/solutions/public/6000/900/sol6917.html
for details on f5's implementation.


Axton Grams


On Tue, Jul 24, 2012 at 12:16 PM, Ray Palla  wrote:



Listers;

This question has been raised by security;

=

Need to identify the correct Remedy cookie that gets presented to the
browser once authenticated. ...Peak at the cookies presented to a browser
after a successful authentication and there are a total of 9 cookies. Tested
the JSESSIONID, but need assistance in confirming that this is the proper
cookie to utilize for Sticky/Persistent sessions against an authenticated
user. If you have documentation regarding the BMC AUTH cookies, I would be
most appreciative.

Cookie Names set in my browser by BMC Web Authentication:
1.  G
2.  GF
3.  GKW
4.  JSESSIONID
5.  P
6.  T
7.  lt
8.  st
9.  wARRoot1343142789216

Thanks,
Scott E Moore
Senior Security Consultant



On behalf of Scott;
R


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Request for expertise on BMC Web login cookies

[Ray Palla]

 
Listers;

This question has been raised by security;

=

Need to identify the correct Remedy cookie that gets presented to the
browser once authenticated. ...Peak at the cookies presented to a browser
after a successful authentication and there are a total of 9 cookies. Tested
the JSESSIONID, but need assistance in confirming that this is the proper
cookie to utilize for Sticky/Persistent sessions against an authenticated
user. If you have documentation regarding the BMC AUTH cookies, I would be
most appreciative.

Cookie Names set in my browser by BMC Web Authentication:
1.  G
2.  GF
3.  GKW
4.  JSESSIONID
5.  P
6.  T
7.  lt
8.  st
9.  wARRoot1343142789216

Thanks,
Scott E Moore
Senior Security Consultant



On behalf of Scott;
R

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Re: HTML Email template question

[Ray Palla]

Mark;
 
HTML can really be hacked up by recipients... especially mobile devices or
even Lotus Notes.  It's really difficult for mass mailers to get HTML email
to look good across all systems.
 
Here's a link to a tool that I've personally found incredibly helpful by
displaying your code in a host of formats, and you can run a few tests for
free:  http://litmus.com/email-testing
 
Have fun;
R

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Tuesday, July 03, 2012 11:42 AM
To: arslist@ARSLIST.ORG
Subject: HTML Email template question


** 

Hi All,

 

I have an interesting challenge with an image in a HTML email template.
Straight forward Notify filter that references the template and send out the
email. If the email is viewed in Outlook the image appears fine. If I view
the email in OWA or on a mobile device then it looks broken. I suspect I am
missing something really simple like a close >.

 

ARS 6.3 patch 20 on SunOS 5.9

 

Any help greatly appreciated.

 

 

 

html>





no title













#$$Message$$#





MyCompany





http://www.mycompany.com";>www.mycompany.com



Phone: 866-442-0384



Email: mailto:supp...@mycompany.com";>#$$From:$$#















 

 

Thanks

Mark

Mark Brittain

Remedy Developer

ITILv3 Foundation

NaviSite - A Time Warner Cable Company

  mbritt...@navisite.com

Office: 315-453-2912 x5335

Mobile: 315-882.5360

 


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is privileged, confidential, or otherwise protected from disclosure.
Distribution or copying of this e-mail, or the information contained herein,
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Re: Form Field missing in Web Reports Designer

[Ray Palla]

Just to clarify... the field is on the Report Designer in ITSM 7.6.04, and
is a table field with a list of reportable fields for selection... it is
not, as in older versions, a character field with a menu attached.
 
Thanks;
R

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of ITSM.Support
Sent: Thursday, June 28, 2012 11:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: Form Field missing in Web Reports Designer


** 

Hi,

In background we have a field on "AR System Report Console" form, named
"Form Name", on which run time form name is populated after selecting value
in "Report Name" field.

For populating fields, we have data dictionary menu attached to different
fields.

(e.g. Field1, Field2 etc) Fields which are getting populated in the list are
only "data fields". For other fields we need to select the check boxes of
the menu. 

HTH

--

Regards,

ITSM Support

 

Vyom Labs Pvt. Ltd.

BSM Solutions & Services || ITIL Consulting & Training

Email: i...@vyomlabs.com  || Web Site: www.vyomlabs.com Follow Vyom Labs
http://twitter.com/#!/vyomlabs || http://www.linkedin.com/company/vyom-labs

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ray Palla
Sent: Wednesday, June 27, 2012 2:33 AM
To: arslist@ARSLIST.ORG
Subject: Form Field missing in Web Reports Designer

 

** 

Listers;

We've created a custom char field in the CHG:Infrastructure Change form.
Permissions are correct for usage, read/write, and visibility. When creating
or editing a Web report from the AR System Report Console (Report Designer)
the new field is not visible or selectable.

Is there a form controlling this Available field list tables in the
Designer?  How can we get the new field to display as a selectable column in
Reports?

Odd thing, the field is available for AR System reports.

R

 


Ray Palla
Sr. IT/Remedy Consultant 







Mobile: 512-917-1739
Time Zone: Central

Email:  <mailto:ray.pa...@insona.com> ray.pa...@insona.com
 Professional Profile <http://www.linkedin.com/pub/1/544/598> 

 <http://www.insona.com/> INSONA Corporation
1201 Berry Lane
<http://maps.google.com/maps?q=10650+SW+Plaza+CT%2CBox%3A+J68%2CHouston%2CTX
+77074%2CUSA&hl=en> 
Georgetown, TX

78626-3832 USA
Infrastructure Solutions - Network Applications 


 



 

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Re: Form Field missing in Web Reports Designer

[Ray Palla]

So, I'm reading your post over-and-over.  I'm sure you are trying to help,
however I'm just not getting the gist.
 
The field that is missing in our Selection List in Report Designer is a
"data field" and it is otherwise functioning exactly correctly.  We have
other identical custom fields that do show up in the Designer list, but for
some reason with this new one, there seems to be a limit on how many custom
fields we can create or report on in a Web style report.
 
What do you mean by "select the check boxes of the menu"?
 
Are you saying that the Designer's available fields list is built before the
Designer screen opens?  Where is that created... a hidden field?
 
Thanks;
R

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of ITSM.Support
Sent: Thursday, June 28, 2012 11:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: Form Field missing in Web Reports Designer


** 

Hi,

In background we have a field on "AR System Report Console" form, named
"Form Name", on which run time form name is populated after selecting value
in "Report Name" field.

For populating fields, we have data dictionary menu attached to different
fields.

(e.g. Field1, Field2 etc) Fields which are getting populated in the list are
only "data fields". For other fields we need to select the check boxes of
the menu. 

HTH

--

Regards,

ITSM Support

 

Vyom Labs Pvt. Ltd.

BSM Solutions & Services || ITIL Consulting & Training

Email: i...@vyomlabs.com  || Web Site: www.vyomlabs.com Follow Vyom Labs
http://twitter.com/#!/vyomlabs || http://www.linkedin.com/company/vyom-labs

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ray Palla
Sent: Wednesday, June 27, 2012 2:33 AM
To: arslist@ARSLIST.ORG
Subject: Form Field missing in Web Reports Designer

 

** 

Listers;

We've created a custom char field in the CHG:Infrastructure Change form.
Permissions are correct for usage, read/write, and visibility. When creating
or editing a Web report from the AR System Report Console (Report Designer)
the new field is not visible or selectable.

Is there a form controlling this Available field list tables in the
Designer?  How can we get the new field to display as a selectable column in
Reports?

Odd thing, the field is available for AR System reports.

R

 


Ray Palla
Sr. IT/Remedy Consultant 







Mobile: 512-917-1739
Time Zone: Central

Email:  <mailto:ray.pa...@insona.com> ray.pa...@insona.com
 Professional Profile <http://www.linkedin.com/pub/1/544/598> 

 <http://www.insona.com/> INSONA Corporation
1201 Berry Lane
<http://maps.google.com/maps?q=10650+SW+Plaza+CT%2CBox%3A+J68%2CHouston%2CTX
+77074%2CUSA&hl=en> 
Georgetown, TX

78626-3832 USA
Infrastructure Solutions - Network Applications 


 



 


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<><><>

Form Field missing in Web Reports Designer

[Ray Palla]

Listers;

We've created a custom char field in the CHG:Infrastructure Change form.
Permissions are correct for usage, read/write, and visibility. When creating
or editing a Web report from the AR System Report Console (Report Designer)
the new field is not visible or selectable.

Is there a form controlling this Available field list tables in the
Designer?  How can we get the new field to display as a selectable column in
Reports?

Odd thing, the field is available for AR System reports.

R

 
Ray Palla
Sr. IT/Remedy Consultant
<http://www.linkedin.com/img/signature/bg_bluefade_195x42.jpg>  

Mobile: 512-917-1739
Time Zone: Central   Email: ray.pa...@insona.com
  <http://www.linkedin.com/img/signature/icon_in_blue_14x14.gif>
Professional  <http://www.linkedin.com/pub/1/544/598> Profile

 <http://www.insona.com/> INSONA Corporation
1201 Berry Lane
<http://maps.google.com/maps?q=10650+SW+Plaza+CT%2CBox%3A+J68%2CHouston%2CTX
+77074%2CUSA&hl=en> 
Georgetown, TX
78626-3832 USA
Infrastructure Solutions - Network Applications 

 

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BUG Reported: 7.6.04 Exporting reports for import into another server

[Ray Palla]

Liters;
 
Just an update to this.  BMC is now showing this as a know bug.
 
==
 
We have known defect for your issue with defect # SW00430482.
 
-The attachments for the web reports came in as 0 length. The non-web
reports are fine, but none of the web reports work. 

-Tested on 7604 SP2 server ,same issue happens.

All other types of attachments are getting exported except the attachments
with file extension .rptdesign.

The only workaround we have for this is to use Mid Tier to export the data.

===

Although, Remedy recommends the Mid Tier work-around... The reality is that
those have 0 bytes as well.  Additionally, reports that cannot be edited
(Canned OOB Reports) do not even allow you to do a "Save-As" or the ability
to extract the attachment.  I've found that I have to go to the dB to get
those.

If anyone else has a better suggestion or better work-around, I would be
interested in knowing, but for now I'm calling this issued closed.

Thanks everyone for the input.
Have a weekend;
R


From: Ray Palla  
Sender: "Action Request System discussion list(ARSList)"
 
Date: Wed, 13 Jun 2012 12:16:58 -0500
To: 
ReplyTo: arslist@ARSLIST.ORG 
Subject: 7.6.04 Exporting reports for import into another server

Hello Listers;
 
We have a production environment with multiple ARS and Web reports that have
been created over time by a variety of admins and users.  We want to put
those reports on a Development environment for refinement and ultimately
move them back into Production and to a DR server.
 
When I export entries from the Production form: "Report", the attachments
names change.  When I import them to the DEV server using the Import Tool,
some of them fail to import and those that do import fail to run, showing an
error that the definition is not available.  The attachments appear in the
record however, many of the imported definitions have a zero byte count when
using either ARX or XML formats.  I've also tried to export the records from
the forms: "ReportCreate" and "Report Definition".  Importing those is also
unsuccessful.

I've read all the (too many) manuals and they are just not intuitive for
this process. Does anyone have a step-by-step method for exporting and
importing reports?

Thanks;

R

 
Ray Palla
Sr. IT/Remedy Consultant
<http://www.linkedin.com/img/signature/bg_bluefade_195x42.jpg>  

Mobile: 512-917-1739
Time Zone: Central   Email: ray.pa...@insona.com
  <http://www.linkedin.com/img/signature/icon_in_blue_14x14.gif>
Professional  <http://www.linkedin.com/pub/1/544/598> Profile

 <http://www.insona.com/> INSONA Corporation
1201 Berry Lane
<http://maps.google.com/maps?q=10650+SW+Plaza+CT%2CBox%3A+J68%2CHouston%2CTX
+77074%2CUSA&hl=en> 
Georgetown, TX
78626-3832 USA
Infrastructure Solutions - Network Applications 

 
_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend
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<><><>

Re: 7.6.04 Exporting reports for import into another server

[Ray Palla]

This method is quite cumbersome if you have more than 400 reports and some
of the attachments still have a zero byte count (very odd)  Anybody have
a bulk method?
 
R
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Sharp
Sent: Wednesday, June 13, 2012 7:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.6.04 Exporting reports for import into another server


** ** 
Ray -

Simple method when you're not talking about 100s or more...open Report
Console, search for all. Highlight the record, then drop down to the
attachment field, right click, Save as x. Do the reverse in DEV. Create
new, right click and add the report you save earlier.

Sent via BlackBerry by AT&T
  _  

From: Ray Palla  
Sender: "Action Request System discussion list(ARSList)"
 
Date: Wed, 13 Jun 2012 12:16:58 -0500
To: 
ReplyTo: arslist@ARSLIST.ORG 
Subject: 7.6.04 Exporting reports for import into another server

Hello Listers;
 
We have a production environment with multiple ARS and Web reports that have
been created over time by a variety of admins and users.  We want to put
those reports on a Development environment for refinement and ultimately
move them back into Production and to a DR server.
 
When I export entries from the Production form: "Report", the attachments
names change.  When I import them to the DEV server using the Import Tool,
some of them fail to import and those that do import fail to run, showing an
error that the definition is not available.  The attachments appear in the
record however, many of the imported definitions have a zero byte count when
using either ARX or XML formats.  I've also tried to export the records from
the forms: "ReportCreate" and "Report Definition".  Importing those is also
unsuccessful.

I've read all the (too many) manuals and they are just not intuitive for
this process. Does anyone have a step-by-step method for exporting and
importing reports?

Thanks;

R

 
Ray Palla
Sr. IT/Remedy Consultant
<http://www.linkedin.com/img/signature/bg_bluefade_195x42.jpg>  

Mobile: 512-917-1739
Time Zone: Central   Email: ray.pa...@insona.com
  <http://www.linkedin.com/img/signature/icon_in_blue_14x14.gif>
Professional  <http://www.linkedin.com/pub/1/544/598> Profile

 <http://www.insona.com/> INSONA Corporation
1201 Berry Lane
<http://maps.google.com/maps?q=10650+SW+Plaza+CT%2CBox%3A+J68%2CHouston%2CTX
+77074%2CUSA&hl=en> 
Georgetown, TX
78626-3832 USA
Infrastructure Solutions - Network Applications 

 
_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend
WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 

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<><><>

7.6.04 Exporting reports for import into another server

[Ray Palla]

Hello Listers;
 
We have a production environment with multiple ARS and Web reports that have
been created over time by a variety of admins and users.  We want to put
those reports on a Development environment for refinement and ultimately
move them back into Production and to a DR server.
 
When I export entries from the Production form: "Report", the attachments
names change.  When I import them to the DEV server using the Import Tool,
some of them fail to import and those that do import fail to run, showing an
error that the definition is not available.  The attachments appear in the
record however, many of the imported definitions have a zero byte count when
using either ARX or XML formats.  I've also tried to export the records from
the forms: "ReportCreate" and "Report Definition".  Importing those is also
unsuccessful.

I've read all the (too many) manuals and they are just not intuitive for
this process. Does anyone have a step-by-step method for exporting and
importing reports?

Thanks;

R

 
Ray Palla
Sr. IT/Remedy Consultant
<http://www.linkedin.com/img/signature/bg_bluefade_195x42.jpg>  

Mobile: 512-917-1739
Time Zone: Central   Email: ray.pa...@insona.com
  <http://www.linkedin.com/img/signature/icon_in_blue_14x14.gif>
Professional  <http://www.linkedin.com/pub/1/544/598> Profile

 <http://www.insona.com/> INSONA Corporation
1201 Berry Lane
<http://maps.google.com/maps?q=10650+SW+Plaza+CT%2CBox%3A+J68%2CHouston%2CTX
+77074%2CUSA&hl=en> 
Georgetown, TX
78626-3832 USA
Infrastructure Solutions - Network Applications 

 

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<><><>

Re: 7.6.04 SP2 - How to add a Work Info Type to the Incident form

[Ray Palla]

I had to do this a few weeks back.  I believe I had to just let the
'Selection Code' be generated by the system and then put whatever value it
creates into my form fields.
 
R

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Juan Carlos Figueroa
Sent: Wednesday, April 18, 2012 1:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.6.04 SP2 - How to add a Work Info Type to the Incident form


** 
Hi Jase
Maybe try edit|copy to new from a similar record?  

Tks!

Juan




  _  

Date: Wed, 18 Apr 2012 13:40:29 -0400
From: jasebran...@gmail.com
Subject: 7.6.04 SP2 - How to add a Work Info Type to the Incident form
To: arslist@ARSLIST.ORG

** Hello All,
I've been banging my head on the keyboard for the last few hours and was
hoping someone had already dealt with this.

We are on 7.6.04 SP2 and I need to add a 'Work Info Type' to the Incident
form of "First Call Resolution".

I've ensured the form/view for HPD:HelpDesk and HPD:Worklog are overlaid,
I've added 'Work Info Type' of "First Call Resolution" to the Incident
form.. and to the HPD:Worklog form. Both with corresponding values of
"18001".

Per support - I now need to add a record to SYS:Menu Items for this to work
correctly. Here comes the problem:

The field 'Selection Code' won't allow me to add "18001" when I create a new
record. The field is read only and I can't figure out where this 'Selection
Code' value is being generated.

Can anyone provide any guidance? :-) I haven't done this in awhile and it's
driving me crazy. Am I on the right resolution path? Should I do this
differently?  Support seems stumped too... 

Thanks in Advance,

Jase Brandon
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Re: ITSM Incident Notification 7.6.04 - RESOLVED-Almost-Lotus Notes display

[Ray Palla]

Ok, so I'm clear about all that... Here's an issue I see at one of our
customer sites, which uses Lotus Notes as an email client. 

In most clients our header graphic (company Logo) displays in the body of
the email notification, then the content, then the footer, right.

In Lotus Notes the header spacing is in the body but blank (not even a click
for pictures link), but the graphic is converted into an attachment to the
email.  Is there a work around for that or has someone found a way to embed
the graphic directly.  I know I can HTML link to a file on the server, but
would rather do it within Remedy.  And we would rather not need to ask the
customer to change any standard image settings on the Lotus client.

Ideas?

Many Thanks;
R



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Friday, February 10, 2012 8:26 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM Incident Notification 7.6.04 - RESOLVED-Almost

The form you are looking for is AR System Email Templates.  I just created
one record for the header and a second for the footer, with html attachments
on each record.

Once those records exist, you can go into AR System Email Mailbox
Configuration and open up your outgoing email mailbox, then on the Advanced
Configuration tab set the default templates you plan to use.  Otherwise, it
can be done on Notify actions in your workflow and whatnot.

Thanks,

Shawn Pierson

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ray Palla
Sent: Thursday, February 09, 2012 4:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM Incident Notification 7.6.04 - RESOLVED-Almost

Kool;

I thought as much about the HTML use and will probably do exactly those same
kinds of things.  Excellent suggestion, but I don't see where to attach the
headers and footers unless you just put that HTML code into the message, as
well.  Shouldn't they really be assigned within the filters, like for
example: NTE:NTS:Email_200_Customer-NT ?

Thanks Shawn;
R

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Thursday, February 09, 2012 4:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM Incident Notification 7.6.04

Ray,

Yes, it's just a matter of making an html file for the header and one for
the footer, then start using HTML within the body of the messages.  For
example, I've created a standard footer that provides contact information
for our service desk at the bottom of every email that goes out from Remedy,
and since I use HTML formatting I also set the notifications to put various
things in bold, e.g. in the email message something like:
Summary: #Summary#
Notes: #Detailed Description#

Another cool thing you can do is create hyperlinks, which I used to help
users do approvals via email rather than logging in to Approval Central.

Thanks,

Shawn Pierson

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ray Palla
Sent: Thursday, February 09, 2012 2:59 PM
To: arslist@ARSLIST.ORG
Subject: ITSM Incident Notification 7.6.04

Hello Listers;

Has anyone used the AR System Email Templates in concert with the ITSM
Incident out-of-the-box notifications functionality?

Is there a way to utilize headers, content and footers HTML templates from
within the standard user notofications?

Thanks ya'll;
R


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Re: ITSM Incident Notification 7.6.04 - RESOLVED-Almost

[Ray Palla]

Kool;

I thought as much about the HTML use and will probably do exactly those same
kinds of things.  Excellent suggestion, but I don't see where to attach the
headers and footers unless you just put that HTML code into the message, as
well.  Shouldn't they really be assigned within the filters, like for
example: NTE:NTS:Email_200_Customer-NT ?

Thanks Shawn;
R

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Thursday, February 09, 2012 4:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM Incident Notification 7.6.04

Ray,

Yes, it's just a matter of making an html file for the header and one for
the footer, then start using HTML within the body of the messages.  For
example, I've created a standard footer that provides contact information
for our service desk at the bottom of every email that goes out from Remedy,
and since I use HTML formatting I also set the notifications to put various
things in bold, e.g. in the email message something like:
Summary: #Summary#
Notes: #Detailed Description#

Another cool thing you can do is create hyperlinks, which I used to help
users do approvals via email rather than logging in to Approval Central.

Thanks,

Shawn Pierson

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ray Palla
Sent: Thursday, February 09, 2012 2:59 PM
To: arslist@ARSLIST.ORG
Subject: ITSM Incident Notification 7.6.04

Hello Listers;

Has anyone used the AR System Email Templates in concert with the ITSM
Incident out-of-the-box notifications functionality?

Is there a way to utilize headers, content and footers HTML templates from
within the standard user notofications?

Thanks ya'll;
R


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ITSM Incident Notification 7.6.04

[Ray Palla]

Hello Listers;

Has anyone used the AR System Email Templates in concert with the ITSM Incident 
out-of-the-box notifications functionality?

Is there a way to utilize headers, content and footers HTML templates from 
within the standard user notofications?

Thanks ya'll;
R

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Re: xMatters / AlarmPoint

[Ray Palla]

Very good help, Dave... excellent points from Don McLure and Phil Bautista
(off-line), as well.
 
Many thanks, and Happy Holidays!
R

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David
Sent: Monday, December 12, 2011 12:32 PM
To: arslist@ARSLIST.ORG
Subject: Re: xMatters / AlarmPoint


** 
Ray,
 
I think the answer depends on what your looking for.  I have found that
xMatters (not owned by BMC although they resell the product) can do a lot.
Sales folks will even have you think you can't live without it.
 
In my opinion many of the items that are controlled through xMatters should
be done else where.  We have tech folks make themselves available and
control their notifications within the AR System.  Yes one can also respond
to a ticket through xMatters yet one can do that through MidTier as well
(except from an iDevice but some day soon maybe).  
 
We use TelAlert for our text messaging from the AR System and other apps.
 
Dave
  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ray Palla
Sent: Monday, December 12, 2011 12:47 PM
To: arslist@ARSLIST.ORG
Subject: xMatters / AlarmPoint


** 
Is anyone using BMCs xMatters or the old AlarmPoint in conjunction with
Remedy?
 
Can you offer-up any perceptions, pros/cons, cautions?  How would you rate
the product for value-added?
 
Thanks;
R

 
 
Ray Palla
Sr. IT/Remedy Consultant
<http://www.linkedin.com/img/signature/bg_bluefade_195x42.jpg>  

Mobile: 512-917-1739
Time Zone: Central   Email: ray.pa...@insona.com
  <http://www.linkedin.com/img/signature/icon_in_blue_14x14.gif>
Professional  <http://www.linkedin.com/pub/1/544/598> Profile

 <http://www.insona.com/> INSONA Corporation
1201 Berry Lane
<http://maps.google.com/maps?q=10650+SW+Plaza+CT%2CBox%3A+J68%2CHouston%2CTX
+77074%2CUSA&hl=en> 
Georgetown, TX
78626-3832 USA
Infrastructure Solutions - Network Applications 

 
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xMatters / AlarmPoint

[Ray Palla]

Is anyone using BMCs xMatters or the old AlarmPoint in conjunction with
Remedy?
 
Can you offer-up any perceptions, pros/cons, cautions?  How would you rate
the product for value-added?
 
Thanks;
R

 
 
Ray Palla
Sr. IT/Remedy Consultant
<http://www.linkedin.com/img/signature/bg_bluefade_195x42.jpg>  

Mobile: 512-917-1739
Time Zone: Central   Email: ray.pa...@insona.com
  <http://www.linkedin.com/img/signature/icon_in_blue_14x14.gif>
Professional  <http://www.linkedin.com/pub/1/544/598> Profile

 <http://www.insona.com/> INSONA Corporation
1201 Berry Lane
<http://maps.google.com/maps?q=10650+SW+Plaza+CT%2CBox%3A+J68%2CHouston%2CTX
+77074%2CUSA&hl=en> 
Georgetown, TX
78626-3832 USA
Infrastructure Solutions - Network Applications 

 

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Re: ARDBC LDAP/AD integration now runs very slow

[Ray Palla]

Drew;
 
Are you certain nothing has changed on the AD side?  If the query was
working and now it's not, something must be different.  Has the AD been
moved?
 
Also, I know you want just one record returned, but the 2000 thing caught my
attention.  2000 records is the limit for an unlicensed demo server... Is
your server licensed or a test environment?

Siesta anyone?
 
R
 
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Alejandro Canon
Sent: Wednesday, August 17, 2011 10:36 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARDBC LDAP/AD integration now runs very slow


** 

Hi Drew

 

I had to develop some ARDBC integration with AD few years ago, its purpose
was creating CTM:People records querying "User" AD Table.

As deep as could be your LDAP query (i.e
domain\subdomain\OU\anotherOU\Users) it will be more efficient and response
time will be decreased. If you're querying all domain tree, it will return
you all users member of that domain, even if you need just one of two.

 

HTH,

 

Alejandro

De: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] En nombre de Drew Shuller
Enviado el: Lunes, 15 de Agosto de 2011 14:47
Para: arslist@ARSLIST.ORG
Asunto: Re: ARDBC LDAP/AD integration now runs very slow

 

** 

Hi Dave. The log is not really the issue. The query taking much longer than
normal is. Unfortunately, don't have a good "baseline" log to compare with,
or at least one where the log level was set to 100, the finest level, so I
can't tell if the query results are typical. Also, this is a small custom
app.

 

Drew

On Mon, Aug 15, 2011 at 12:30 PM, Erickson, David (INST Aqua Balance)
 wrote:

** 

What precisely needs to be logged? By the time I was able to create the
classes, make them show up in Incident Management console and try to create
and modify an CI of the categorization subclass the log was at 1.4 GB in
size. I am trying to compress the file now, but I probably won't be able to
email it.

 

Dave Erickson 
ASSOCIATE BUSINESS SYSTEMS ANALYST, AQUA BALANCE 

ECOLAB 370 WABASHA STREET NORTH, ST. PAUL, MN 55102 
T 651 293 2852F 651 225 3375
   E  
david.erick...@ecolab.com 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Drew Shuller
Sent: Monday, August 15, 2011 12:48 PM
To: arslist@ARSLIST.ORG
Subject: ARDBC LDAP/AD integration now runs very slow

 

** 

Good morning everyone. I have a problem with our Customer Info/AD search.
Searching the integration vendor form, we get somewhere around 2000 records.
This takes about 15 seconds, 100% normal. In our help desk form, it used to
be very fast to bring back one record. Now it's taking about 15 seconds for
that one record. I set the plug-in log level to 100, and when viewing the
log, I see that the integration brings back all 2000 records when I'm only
wanting one record. Does anyone know if this is normal behavior? I haven't
changed anything on my end.

 

This is a 6.3 system in a MS server environment. Can anyone offer any
troubleshooting help? Thank you. 

 

Drew Shuller

Soto Cano Air Base

Honduras

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Re: Error 332, 330, and 301, v7.6.4

[Ray Palla]

Drew;
 
Silly question... have you recently restarted all the AR Services.
Sometimes restarting rebuilds all the caches, especially groups, roles,
licenses, etc.
 
Just an old school thought.
 
R

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Drew Shuller
Sent: Sunday, April 10, 2011 12:46 PM
To: arslist@ARSLIST.ORG
Subject: Re: Error 332, 330, and 301, v7.6.4


** Patrick, you're probably right, but I didn't want to have to take an iffy
system through two upgrades. Plus there are many time and resource
constraints. 




On Fri, Apr 8, 2011 at 5:19 PM, Patrick Zandi  wrote:


** 
Can I ask why you did not at least go to 7.01 or even 7.1 prior to going to
7.6.04.  I have seen anywhere this recommended

Sent from my iPhone

On Apr 8, 2011, at 6:54 PM, Drew Shuller  wrote:



** 
After troubleshooting license issues all day (we re-licensed the server and
added licenses above and beyond the three "free" licenses that come with an
ARS server), I think I have a Roles problem...or I don't know how to run the
Developer Studio. 
 
In the app that I'm having problems with can see all of the Roles that I
imported from the 6.3 server. But, if I create a new app, I can't add any
roles to it because there are none. I created a new role and that's the only
one available to add to my new app. 
 
Drew


On Fri, Apr 8, 2011 at 11:29 AM, Murnane, Phil <
 pmurn...@windwardits.com> wrote:


** 

Drew:

 

Back in the day, when Roles and Computed Groups were still pretty new, I'd
have this happen every once in a while for non-Administrator group logins.
I never did find a really good fix for the issue back then, but sometimes
performing a Modify on the relevant Role records would help.  Also,
sometimes making some meaningless change to the Computed Group's 'Group
Definition' would help (reorder the clauses or whatever).

 

FWIW,

--Phil

 

From: Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] On Behalf Of Drew Shuller
Sent: Friday, April 08, 2011 12:12
To:   arslist@ARSLIST.ORG
Subject: Re: Error 332, 330, and 301, v7.6.4

 

** 

Misi, the app is in Production state. I've checked the Group, Role, and User
forms and the data exists...the user is there, the group is there, the user
is part of the group, the Role exists and the fields in question have the
role on them.

 

Drew

On Fri, Apr 8, 2011 at 9:37 AM, Misi Mladoniczky < 
m...@rrr.se> wrote:

Hi,

Do you have your app in status Dev/Test/Prod?

Have you checked the Group, Role and User forms to validate the data?

   Best Regards - Misi, RRR AB,   http://www.rrr.se

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Re: Entries in Table Field on Open or Display?

[Ray Palla]

Drew;
 
I think if your AL has a qualification of >0 on the table field ID itself,
you will get a value if the table has an entry.
 
R

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Drew Shuller
Sent: Thursday, February 04, 2010 3:52 PM
To: arslist@ARSLIST.ORG
Subject: Entries in Table Field on Open or Display?


** 
Good afternoon listers. Is there a way to tell if a table field contains any
entries when a record is Displayed or Opened, so that I can fire an AL?

-- 
Drew
Sent from Miami, FL, United States 
That's a laugh! I'm in Comayagua.
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Re: how to insert animated images in remedy - How It works - REPOSTED solution

[Ray Palla]

Sorry for the repost:
My subject line got stolen.  Here is the solution again.  I think its a good
trick and was worth repositioning.  My customers love it.
 
I've been doing this since 6.1 and it works great through 7.5.

Here's how you do it. Use a view field, sized the same as your image, that
views a small HTML file from the mid-tier. In the html code put a call to
the GIF file for the image attribute, that should also reside on the
mid-tier in the same place... ".../shared/images". For the link in the html
code put your call for action.

Here's how the view field is populated in the field properties text area
and/or refreshed with an active link set fields:

 
http://INSONA-Remedy7/arsys/shared/images/INSONA-Logo.html

Here's a sample of the code using an animated gif logo to call an external
website: This file is named: INSONA-Logo-Blue.html






 INSONA Logo   

http://www.INSONA.com"; TARGET="_blank"
TITLE="http://www.INSONA.com";>







 

It's really easier than it sounds... And it works on the fat client too... I
can't recall when view fields were introduced, but I believe it worked in 5x
too.

Have fun;

R

 

-Original Message-

From: Action Request System discussion list(ARSList) [
 mailto:arsl...@arslist.org] On Behalf Of Rick
Cook

Sent: Monday, March 16, 2009 11:29 AM

To: arslist@ARSLIST.ORG

Subject: Re: how to insert animated images in remedy

Could probably be done on the Midtier, but not on the client. 

Rick

Sent from my Verizon Wireless BlackBerry

-Original Message-

From: Remedy Maniac 

Date: Mon, 16 Mar 2009 17:23:56 

To: 

Subject: Re: how to insert animated images in remedy

 

well I believe there must be a way to have it work with my 6.1 ... as usual
... there must be a way ... i've alreday tried with a view field to open a
web page ... no success yet ... but maybe I've put something wrong 

 

LJ Longwing wrote:

> I'm pretty sure it's not available all the way through 7.1...but maybe 

> in 7.5...

>

> -Original Message-

> From: Action Request System discussion list(ARSList) 

> [  mailto:arsl...@arslist.org] On Behalf Of
Remedy Maniac

> Sent: Monday, March 16, 2009 10:09 AM

> To: arslist@ARSLIST.ORG

> Subject: how to insert animated images in remedy

>

> hello listers,

>

> ARS 6.00.01

>

> I try to put an image on a button.

> The admin tool seems not to accept animated gif files Any idea/infos 

> how one can insert an animated gif or what ever into my form?

>

> Many thanks in advance

>

> Serouche

>

> __

> __

> ___

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Re: how to insert animated images in remedy - How It works

[Ray Palla]

I've been doing this since 6.1 and it works great through 7.5.

Here's how you do it.  Use a view field, sized the same as your image, that
views a small HTML file from the mid-tier.  In the html code put a call to
the GIF file for the image attribute, that should also reside on the
mid-tier in the same place... ".../shared/images".  For the link in the html
code put your call for action.

Here's how the view field is populated in the field properties text area
and/or refreshed with an active link set fields:
http://INSONA-Remedy7/arsys/shared/images/INSONA-Logo.html

Here's a sample of the code using an animated gif logo to call an external
website:  This file is named: INSONA-Logo-Blue.html





INSONA Logo 



http://www.INSONA.com"; TARGET="_blank"
TITLE="http://www.INSONA.com";>





It's really easier than it sounds... And it works on the fat client too...
I can't recall when view fields were introduced, but I believe it worked in
5x too.

Have fun;
R


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Rick Cook
Sent: Monday, March 16, 2009 11:29 AM
To: arslist@ARSLIST.ORG
Subject: Re: how to insert animated images in remedy

Could probably be done on the Midtier, but not on the client. 

Rick
Sent from my Verizon Wireless BlackBerry

-Original Message-
From: Remedy Maniac 

Date: Mon, 16 Mar 2009 17:23:56 
To: 
Subject: Re: how to insert animated images in remedy


well I believe there must be a way to have it work with my 6.1 ...  as usual
... there must be a way ... i've alreday tried with a view field to open a
web page ... no success yet ... but maybe I've put something wrong 


LJ Longwing wrote:
> I'm pretty sure it's not available all the way through 7.1...but maybe 
> in 7.5...
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Remedy Maniac
> Sent: Monday, March 16, 2009 10:09 AM
> To: arslist@ARSLIST.ORG
> Subject: how to insert animated images in remedy
>
> hello listers,
>
> ARS 6.00.01
>
> I try to put an image on a button.
> The admin tool seems not to accept animated gif files Any idea/infos 
> how one can insert an animated gif or what ever into my form?
>
> Many thanks in advance
>
> Serouche
>
> __
> __
> ___
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Sponsor:
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Dev Studio 7.5 - Graphics

[Ray Palla]

Has anyone had success placing a Custom Title Bar Icon or Custom Help Box to
an application in 7.5?  When I embed a small 15x15 pixel .jpg into the
Custom Title Bar Icon area, the icon displays in the Dev Studio, but when
saved displays only a black square in the User Tool or on the web.  For the
Custom Help Box, it seems that whatever is put in there is resized much
smaller and hence cannot be read when displayed in the client.
 
Any ideas or suggestions?
 
R
 
Ray Palla
Sr. IT/Remedy Consultant
<http://www.linkedin.com/img/signature/bg_bluefade_195x42.jpg>  

Mobile: 512-917-1739
Time Zone: Central   Email: ray.pa...@insona.com
  <http://www.linkedin.com/img/signature/icon_in_blue_14x14.gif>
Professional  <http://www.linkedin.com/pub/1/544/598> Profile

 <http://www.insona.com/> INSONA Corporation
1201 Berry Lane
<http://maps.google.com/maps?q=10650+SW+Plaza+CT%2CBox%3A+J68%2CHouston%2CTX
+77074%2CUSA&hl=en> 
Georgetown, TX
78626-3832 USA
Infrastructure Solutions - Network Applications 

 

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Re: Remedy Development Best Practices

[Ray Palla]

Generally speaking Steve;
 
The best method is to disable the OOB workflow and then do a Save As...
Renaming to your custom nomenclature.  Modify and enable the new workflow.
You can then save a .def file of your new workflow to import (if needed)
following a new patch or upgrade.  Often following an upgrade your old OOB
workflow will be re-enabled, so a .def of those is usually a good idea to
keep track of them and allow you to compare any modification made by the
update.
 
As far as naming convention...  Some people put the company name (ABC) at
the front of the old name, but I find it's easier to find them alongside the
original code if the company name is added to the end.
 
For field IDs I let the system pick it unless I'm using the field in
multiple forms and want continuity across them.  Everyone has a different
way of assigning their own IDs.  I've seen some separate ranges for each
specific field type, while others just go with a large group that is not in
the Remedy reserved range.  To each his own.  I find that there is little
gained by either approach and tracking them is time consuming.
 
Have fun;
R

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Steven Iocco
Sent: Tuesday, February 17, 2009 3:10 PM
To: arslist@ARSLIST.ORG
Subject: Remedy Development Best Practices


** Hi folks.  Just wondering what practices some developers are using for
custom code and enhancing ootb workflow.  IE, field ID's in a non reserved
range, New workflow easily identified perhpaps by the company name etc.  My
real big dillemma is modifying existing workflow. Does anyone have some best
practices for modifying existing workflow so that in the event of an upgrade
pitfalls can be avoided or at least anticipated?
Thanks
Steve
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Re: Company Dropping Remedy

[Ray Palla]

How many of these will it take for BMC to put an ear to the ground for QA
and support?  I am aware of a French global organization that too is
preparing to discontinue future use of Remedy... A multi-million dollar
contract.  After more than 10 years of rapid development, Remedy is no
longer what it was originally designed to be.  

BMC, are you out there?  Do you care?

Best of Luck, everyone.

R

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Steve Burke
Sent: Tuesday, February 05, 2008 3:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: Company Dropping Remedy

The company I work for is the same. Since we have upgrade to version 7.0 the
partner we have support with has been less then co-operative and every bug
logged to BMC has been either ignored or we have been told that it works as
designed...even if it doesnt work. We cannot even install patches to fix
bugs as they corupt the system even further

We have millions invested and will be walking away for a local product and
after 12 years as one of the largest Remedy clients In Australia.

I dont see much future for Remedy with the current level of support

On 2/6/08, Susan Palmer <[EMAIL PROTECTED]> wrote:
> **
> We switched our Support to TuringSMI last October.  I had always been 
> a believer in using the support provided by the mother company.  But I 
> couldn't stand it any more and was granted my dream for better support 
> by BMC.  I could not be happier.  It is such a pleasure to talk to 
> knowledgeable support people that work WITH you.  They want to solve 
> the issue not just file it.  The time to resolve is great because now 
> there is actually a resolution.
>
> I too have heard there has been a subsequent crack down on who can get 
> VAR support.  Start buying licenses and products from the VAR you're 
> interested in to establish a pre-existing connection.  Look for what 
> is unique about the VAR and then acquire those things which come with
support.
>
> Good luck ...
>
> Susan Palmer
> ShopperTrak
>
>
>
>
> On Feb 5, 2008 2:39 PM, Jay parker <[EMAIL PROTECTED]> wrote:
> > **
> >
> >
> >
> > Yes this is what we were told, by the VAR.
> >
> > 
>
> >
> > From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of remedy
> > Sent: Tuesday, February 05, 2008 12:23 PM
> >
> >
> >
> > To: arslist@ARSLIST.ORG
> > Subject: Re: Company Dropping Remedy
> >
> >
> >
> > To: arslist@ARSLIST.ORG
> > Subject: Re: Company Dropping Remedy
> >
> >
> >
> >
> >
> >
> >
> >
> >
> >
> > **
> >
> >
> > BMC has told the VARS that they it is not their intent to approve 
> > any
> further transfers of Support to the VARS.
> >
> >
> >
> >
> >
> > Sounds like restraint of trade to me
> >
> > LJ Longwing <[EMAIL PROTECTED]> wrote:
> >
> >
> >
> >
> >
> > It was within the last few months/turn of the year timeframe...and 
> > as we
> all
> > know...you can't go to VAR without permission from mother BMC...so I 
> > know
> it
> > was authorized by them...:)
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList) 
> > [mailto:[EMAIL PROTECTED] On Behalf Of Jay parker
> > Sent: Tuesday, February 05, 2008 11:18 AM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: Company Dropping Remedy
> >
> > How recent was your switch to GenerationE? We were looking to use a 
> > VAR
> but
> > were told that BMC recently put major restrictions on them. These 
> > restrictions basically eliminated the VARs form taking away existing 
> > BMC Support customers.
> >
> > Thank you
> > Jay
> > -Original Message-
> > From: Action Request System discussion list(ARSList) 
> > [mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing
> > Sent: Tuesday, February 05, 2008 10:44 AM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: Company Dropping Remedy
> >
> > Along those same lines, my company recently switched from BMC to
> GenerationE
> > and I have been very pleased with their front line support. Prior to 
> > this experience I had never used a VAR and suffered through many of 
> > the same issues I see discussed on the list. I understand that my 
> > company saved money going with the VAR tooso if support cost and 
> > lack of support are the two driving decisions to move off of 
> > Remedy...I would definitely recommend trying to shop some VAR's and 
> > see what they would be able to do for you.
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList) 
> > [mailto:[EMAIL PROTECTED] On Behalf Of James Van Sickle
> > Sent: Tuesday, February 05, 2008 9:13 AM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: Company Dropping Remedy
> >
> > James
> >
> > Out of professional curiosity, has your company already decided on 
> > what their alternative product will be to Remedy? If this decision 
> > is not completely driven by price and still open to potentially 
> > saving Remedy,
> you
> > may wish to 

Re: unable to read data from Table field more than one time

[Ray Palla]

Filters inside a loop on a table field need the asynchronous runtime to read
each row in the table, otherwise you only receive one pass and I believe it
reads the last record in the table field.

 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Remedy Maniac
Sent: Wednesday, November 14, 2007 9:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: unable to read data from Table field more than one time

no.
I don't see why they should run asynchronously ??
There is no need.
Or ?
Could you give more details why they should run so?
I red the docs nothing convinced me.
Thanks
Serouche



Ray Palla wrote:
> Are you sure your filters are running asynchronously using the `! 
> Naming convention?
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of P Romain ARSlist
> Sent: Wednesday, November 14, 2007 9:18 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: unable to read data from Table field more than one time
>
> Are you using an EXTERNAL qualification for the table field?
>
> I assume you are:
> 1. parsing the CC field to get the first value (X) 2. putting the 
> value in the table field external qualification 3. calling the guide 
> which walks the table getting the values for appending to the 
> mailing-list 4. parsing the CC field to get the next value (first time 
> = Y) 5. jumping back to 2 if a value is found in 4
>
> I remember a year or so ago having trouble getting server-side table 
> fields to refresh in a scenario similar to the above but was told this 
> had been fixed.
>
> If you are not doing the above how are you walking the table?
>
> Cheers
>
> Peter
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Remedy Maniac
> Sent: 14 November 2007 14:58
> To: arslist@ARSLIST.ORG
> Subject: Re: unable to read data from Table field more than one time
>
> no this has nothing to do with a caching problem on the web.
> The only thing I do is to click on a Submit button in Form A.
> This button pushes the values of one field (called CC field) to 
> another form let say Form B.
> On submit to that form B, I check entry per entry, whether it is a 
> valid email address or it is a mailing-list.
> If valid email address I add that entry to another field (let say 
> emails
> found) on that form B.
> If it is a mailing-list entry I check via a Table field in the Form B 
> the logins associated to the mailing-list found and I add them to the 
> field emails found.
> Upon completion of the whole operation I send back the results to the 
> web page where I clicked on the Submit button.
> Up to now everything works perfect.
> The problem is if in the CC list I have several mailing-lists.
> The filters take only the logins found for the first list.
> And multiplies per mailing-lists found i.e if I have mailing-ist X and 
> Y and Z.
> X with X-1 and X-2 logins.
> Y with Y-1 and Y-2 logins
> Z with Z-1 and Z-2 logins
> At the end I find in the final field X-1, X-2 which s fine for first 
> mailing-list found (X) But instead of Y-1 and Y2 and Z-1 and Z-2, I 
> find
> X-1 and X-2 X-1 and X-2. Three times corresponding to my X, Y and Z 
> mailing-lists found.
> ... ??? ... so i am getting crazy  Please HELP 
>
> Serouche
>
>
> Rahul AR User wrote:
>   
>> **
>> Hi Serouche,
>>  
>> Can you please confirm whether the same is working fine in the user 
>> tool? If the answer is yes then I believe that this is something to 
>> do with the Mid-Tier cache which is not refreshing. In the Mid-Tier, 
>> change the flush time to less, maybe for testing purpose you can 
>> change it to 5Sec, and then check.
>>
>> On Nov 14, 2007 3:27 PM, Remedy Maniac <[EMAIL PROTECTED] 
>> <mailto:[EMAIL PROTECTED]>> wrote:
>>
>> Dear listers,
>>
>> I have in Form A a table field which displays "Lists" and
>> "Logins". In
>> addition in that Form A I have a Character field B.
>> On the web I fire via a Submit button a bunch of Filters and an
Filter
>> Guide which reads in Loop the content of the Table Field.
>> One of the filters pushes values to Form A into Character field B.
>> Whenever this later is equal to "Lists" I read "Logins"
>> That works perfectly.
>> But only for the first value. i.e if on the web form I put for
example
>> 1, 2 and 3. In the form filters read 1=Lists and add the
>> corresponding
>> "Logins" But for 2 it adds again th

Re: unable to read data from Table field more than one time

[Ray Palla]

Are you sure your filters are running asynchronously using the `! Naming
convention?



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of P Romain ARSlist
Sent: Wednesday, November 14, 2007 9:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: unable to read data from Table field more than one time

Are you using an EXTERNAL qualification for the table field?

I assume you are:
1. parsing the CC field to get the first value (X) 2. putting the value in
the table field external qualification 3. calling the guide which walks the
table getting the values for appending to the mailing-list 4. parsing the CC
field to get the next value (first time = Y) 5. jumping back to 2 if a value
is found in 4 

I remember a year or so ago having trouble getting server-side table fields
to refresh in a scenario similar to the above but was told this had been
fixed.

If you are not doing the above how are you walking the table?

Cheers

Peter

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Remedy Maniac
Sent: 14 November 2007 14:58
To: arslist@ARSLIST.ORG
Subject: Re: unable to read data from Table field more than one time

no this has nothing to do with a caching problem on the web.
The only thing I do is to click on a Submit button in Form A.
This button pushes the values of one field (called CC field) to another form
let say Form B.
On submit to that form B, I check entry per entry, whether it is a valid
email address or it is a mailing-list.
If valid email address I add that entry to another field (let say emails
found) on that form B.
If it is a mailing-list entry I check via a Table field in the Form B the
logins associated to the mailing-list found and I add them to the field
emails found.
Upon completion of the whole operation I send back the results to the web
page where I clicked on the Submit button.
Up to now everything works perfect.
The problem is if in the CC list I have several mailing-lists.
The filters take only the logins found for the first list.
And multiplies per mailing-lists found i.e if I have mailing-ist X and Y and
Z.
X with X-1 and X-2 logins.
Y with Y-1 and Y-2 logins
Z with Z-1 and Z-2 logins
At the end I find in the final field X-1, X-2 which s fine for first
mailing-list found (X) But instead of Y-1 and Y2 and Z-1 and Z-2, I find
X-1 and X-2 X-1 and X-2. Three times corresponding to my X, Y and Z
mailing-lists found.
... ??? ... so i am getting crazy  Please HELP 

Serouche


Rahul AR User wrote:
> **
> Hi Serouche,
>  
> Can you please confirm whether the same is working fine in the user 
> tool? If the answer is yes then I believe that this is something to do 
> with the Mid-Tier cache which is not refreshing. In the Mid-Tier, 
> change the flush time to less, maybe for testing purpose you can 
> change it to 5Sec, and then check.
>
> On Nov 14, 2007 3:27 PM, Remedy Maniac <[EMAIL PROTECTED] 
> > wrote:
>
> Dear listers,
>
> I have in Form A a table field which displays "Lists" and
> "Logins". In
> addition in that Form A I have a Character field B.
> On the web I fire via a Submit button a bunch of Filters and an Filter
> Guide which reads in Loop the content of the Table Field.
> One of the filters pushes values to Form A into Character field B.
> Whenever this later is equal to "Lists" I read "Logins"
> That works perfectly.
> But only for the first value. i.e if on the web form I put for example
> 1, 2 and 3. In the form filters read 1=Lists and add the
> corresponding
> "Logins" But for 2 it adds again the "Logins" for 1 and so on and
> so on.
> However I can check that Table field displays correctly the
> values. But
> somehow I am not able to append to the precedence values the next
> values.
> I is starting to get me crazy.
> Please help.
> Thank you.
> Serouche
>
>

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>
>
>
>
> --
> Regards
> Rahul __20060125___This posting was submitted with 
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Re: $PROCESS$ Application-Invoke-External-Filter bmc.cmdb.cmdbEngine PHASE=2 CLIENTTYPE=$CLIENT-TYPE$

[Ray Palla]

CMDB logging will give you some clues, but not much... You will probably
have some difficulty getting CMDB logging to actually write a log, but once
you do, it's disappointing.  I believe this is a known bug.  In some testing
at one of my customer sites, it appears that things are being caught in a
loop and then the db rolls-back.  Unfortunately the InvokeCMDBEngine filters
are used in many places and you can't just disable all those filters or you
won't have anything you paid for.

This is a serious issue.  One of my biggest global customers has already
bought "FootPrints" and plans to replace Remedy with it, based on these
types of internal functions not being documented, supported, or what was
advertised.

Ode to Larry Garlick.



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Francois - BTT
Sent: Wednesday, October 24, 2007 3:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: $PROCESS$ Application-Invoke-External-Filter
bmc.cmdb.cmdbEngine PHASE=2 CLIENTTYPE=$CLIENT-TYPE$

Hi Jason,

Sorry could not get any further with this...

Francois

-Original Message-
From: Jason [mailto:[EMAIL PROTECTED]
Sent: 24 October 2007 06:54 PM
To: [EMAIL PROTECTED]; Francois Seegers
Cc: Jason Bess
Subject: Re: $PROCESS$ Application-Invoke-External-Filter
bmc.cmdb.cmdbEngine PHASE=2 CLIENTTYPE=$CLIENT-TYPE$

Francois,
 Did you ever get anymore information about phase2? We're trying to track
down the same or similar problem. Phase 2 fires and just hangs the user tool
and nothing gets updated when attempting to modify a component. 
Computer system CI's update fine and components do update for about 5
minutes after restarting the remedy service. Then it stops working again. 
Thought I'd ask since the best answer Remedy has come up with in 2 months is
to disable the filter that invokes the cmdb. 
CMDB:Instance:InvokeCMDBEngine02


Thanks
Jason


On Thu, 24 May 2007 13:20:02 +0200, Francois - BTT
<[EMAIL PROTECTED]> wrote:

>Hi All,
>
>
>
>Can anybody describe this process used in some of the filters used by 
>the CMDB.
>
>
>
> Filter Set-Fields Action
>
>$PROCESS$ Application-Invoke-External-Filter bmc.cmdb.cmdbEngine 
>PHASE=2 CLIENTTYPE=$CLIENT-TYPE$
>
>
>
>Regards
>
>Francois
>
>
>___
>

>UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
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>

Internal Virus Database is out-of-date.
Checked by AVG Free Edition. 
Version: 7.5.488 / Virus Database: 269.14.13/1074 - Release Date: 2007/10/16
02:14 PM
 

Internal Virus Database is out-of-date.
Checked by AVG Free Edition. 
Version: 7.5.488 / Virus Database: 269.14.13/1074 - Release Date: 2007/10/16
02:14 PM
 


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Re: Roles in Incident Management 7.x: App doesn't match the doc & other tidbits

[Ray Palla]

Hope somebody addresses this in Vancouver.  My customers are saying they pay
to much to be QA for BMC.  
 
Good luck all.
R

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Wednesday, October 24, 2007 1:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: Roles in Incident Management 7.x: App doesn't match the doc &
other tidbits


** 
Its always a nice thing when documentations contradict functionality isn't
it :-) I wonder whether that is the new ITIL standard where documentations
mean net to nothing. Apparently its not too rare to find documentations that
contradict requirements or functionality etc..
 
Be prepared to find things in the wrong places when installing help for
certain applications too. I do not remember which applications I found those
but I did come across that recently with the new version of one of the
applications that I had installed. The directory name as well as the path to
where you find that directory was wrongly documented in the help install
guide section..
 
Joe D'Souza
 
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of strauss
Sent: Wednesday, October 24, 2007 2:18 PM
To: arslist@ARSLIST.ORG
Subject: Re: Roles in Incident Management 7.x: App doesn't match the doc &
other tidbits


In Functional Role Update for my support account record, in my primary
(default) support group, in the Functional Role pull-down, I see:

Change
Infrastructure Change Approver
Infrastructure Change Assignee
Infrastructure Change Manager
Release Manager
Foundation
Broadcast Submitter
Support Group Admin
Support Group Manager
Incident
Incident Manager
Support Group Lead
Problem
Problem Manager
SLM
Service Level Manager

The roles you seek are all there, but under different headings.  Don't be
confused by the documentation for ITSM 7 - it has very little to do with the
actual application as installed (and patched) that you are exploring on your
server ;-)

Christopher Strauss, Ph.D.
Remedy Database Administrator
University of North Texas Computing Center
http://itsm.unt.edu/

> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi
> Sent: Wednesday, October 24, 2007 12:46 PM
> To: arslist@ARSLIST.ORG
> Subject: Roles in Incident Management 7.x: App doesn't match
> the doc & other tidbits
>
> Fol
> Still at war with IM 7 and this is the most recent battle report--
>
> Following IM functional roles are defined in the "configure" doc:
>
> Support Group Admin
> Support Group Lead
> Support Group Manager
>
> But, only following 2 are available, when you go to
> CTM:People->->"Support Groups" tab->"Update Support Groups
> and Roles" button->"Functional Role Update" tab->Functional Role:
>
> Incident Manager
> Support Group Lead
>
> I'm guessing:
> When they say "Support Group Manager" in docs, they really
> mean "Incident Manager". "Support Group Admin" is pure
> fiction, just to make it interesting, irrespective of the
> fact that this role has defined privileges as per the document. Agree?
>
> Related question...when making somebody a member of a support
> group, the "member" and "associate member" choices are
> indistinct as far as the code behavior is concerned. Right?
> It says the distinction is "informational" only. I think I
> know the answer, but I still ask this question, because I
> can't believe the designer didn't think of having the code
> make some distinction such as not notifying associate members
> when a group notification for, say, assignment, is sent.
>
> Ok, just found out that code will allow members or associate
> members of a group to submit/modify incidents in which the
> group is owner or assigned group.
> See Filter HPD:INC:ChkModifyPermission_017.
>
> However, code will allow members, but NOT "associate members"
> of a group to modify Owner Group of any incident in which the
> group is the owner. See filter
> HPD:INC:ChkModifyOwnership_021. I don't know why/how in this
> instance, this distinction makes sense. At any rate, the doc
> is wrong (pg 55 of config guide).
>
> Lastly, and this is the question I have to get answer to for
> which I am beating around the bush above...how can I have
> somebody "responsible" for a list of support groups (they
> would review these group's tickets on Management console),
> without having them receive all sorts of notifications that
> would go to group members if I made him a member of that group?
>
> I like the more granular and closer-to-worldly-common-sense
> way roles and permissions have been defined in ITSM 7, but
> the scheme appears immature,  incomplete, inconsistent and
> above all, not fully articulated anywhere. I wonder how many
> inside BMC can explain to anybody in full detail, the way
> permissions/roles work in ITSM 7.
>
> I remember

Re: Application-Query-Delete-Entry and server crash...

[Ray Palla]

I've seen this bug before and a better work around is to put a filter on the
form to delete entry after all the other workflow is done... no loop needed.
ISS03154144.
 
R

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Monday, October 22, 2007 2:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: Application-Query-Delete-Entry and server crash...


** 
A workaround in case its a bug and you cannot use the
Application-Query-Delete-Entry would be to use Application-Delete-Entry
using a AL guide. Use the AL guide to loop through the records that have to
be deleted, and pick the Entry ID of each of these records and use the
Application-Delete-Entry to delete the individual entries while the workflow
runs through that loop..
 
You may require to build a table field to have that guide run through that
loop.
 
Cheers
 
Joe D'Souza
 
-Original Message-
From: Action Request System discussion list(ARSList) [
 mailto:[EMAIL PROTECTED] Behalf Of Carey
Matthew Black
Sent: Monday, October 22, 2007 2:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: Application-Query-Delete-Entry and server crash...


Jarl,

For some reason I actually think this is an old bug that has returned. I
would suggest that you push BMC a bit to see if they can find an "old bug"
related to this failure. If they can find it then they should reopen that
old bug and tack more time on it. ( IMO )

An old ARSList post also suggests this:
"
Thomas Bean
date: Nov 7, 2005 3:50 PM



In general, these seem to be the basic rules for creating the search
qualification for this run process command:

1.  The form name parameter does not need to be enclosed in double-quotes
unless the form name contains spaces.
2.  In the qualification, any fields in the target form need to be
referenced by their field ID enclosed in single quotes.  Fields from the
current form need to be referenced by the field name enclosed by dollar
signs, enclosed by double-quotes.
3.  Parentheses can be added around qualification elements for clarity.
"

Maybe if you update the action to use field ID's the problem could be
avoided?

--
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 10/22/07, Jarl Grøneng <[EMAIL PROTECTED]> wrote:
> Defect SW00275269 is logged for this issue, should be fixed in patch 5...
>
> --
> Jarl



> > > > -Original Message-
> > > > From: Action Request System discussion list(ARSList)
> > > > [  mailto:[EMAIL PROTECTED] Behalf
Of Jarl Grøneng
> > > > Sent: Saturday, October 20, 2007 3:22 PM
> > > > To: arslist@ARSLIST.ORG
> > > > Subject: Application-Query-Delete-Entry and server crash...
> > > >
> > > >
> > > > Hi,
> > > >
> > > > We see that the server crash when running this active link:
> > > > INT:CHGTMS:CRQ:ChangeSequence_OneLevelUp_ReBuildFlow
> > > >
> > > > This does a Set Field with a $PROCESS\$
Application-Query-Delete-Entry.
> > > >
> > > > If we change the active link to do a Run Process
> > > > @@:Application-Query-Delete-Entry, this shows up in
> > > > arerror.log:
> > > >
> > > > Failure during an attempt to perform an application command (ARERR
> > > > 4554)Application-Query-Delete-Entry "TMS:Flow"  ..
> > > >
> > > >
> > > > ARS 7.01 patch 4
> > > > Solaris 9
> > > > Oracle 9
> > > > ITSM7 patch 4
> > > >
> > > >
> > > > Running patch 2 also crash the server, but then its the notify
> > > > function that crash the server...
> > > >
> > > > --
> > > > Jarl
__20060125___This posting was submitted with HTML in
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Re: ARSList Awards: Some yes, some no.MVP not enough yet!

[Ray Palla]

Okay, I vote for RemedyRick, Rick Cook.  Now can we depress about more
important things?
 
There is no reason for Remedy to die, as most of us seem to believe is
occurring.  Consider MS 95, NT, xXP, and whatever Vista is, ... Remedy is
morphing into something better than 5x.
 
RANT:  Remedy 8x may finally be the drawn-down (quick scaled, fast deployed)
version we're telling our customers is the rapid development salvation.
Truly, Flash on a good DB is pretty fine... Cold Fusion on Oracle is a good
idea.. but, Remedy, with a fresh ITIL BS behind it, is instantly cool in the
current climate.
 
Let's hope that the few who do show up in Canada have the passion and speak
the truth.  We'll know in a few short weeks.
 
Good luck Marc Thames, gTech
 
Try to have some fun...  BC is cool.
 
R
 
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Howard Richter
Sent: Thursday, October 04, 2007 6:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARSList Awards: Some yes, some no.MVP not enough yet!


** 
Look at where they are having it and when. 
 
Howard

 
On 10/4/07, Susan Palmer <[EMAIL PROTECTED]> wrote: 

** 
Pretty sad isn't it:(
 
So are there only going to be about 100 of us at RUG?  

 
Susan

 

On 10/4/07, Timothy Powell <[EMAIL PROTECTED]
 > wrote: 

** 
Susan,
I agree that the dynamics of the list is changing. But let's throw some
speculative numbers out.
Dan states that there are in excess of 3000 registered users. We'll round
that down to 3000 even.
Let's say 50% of those registered users are inactive. Now we're at 1500.
Let's say another 50% of those users are as you describedoccasional
users and never glance at the list until the need arises. Now were down to
750. 
Of those, 50% are in the hospital and have been unable to use a computer in
the last month. Now we're down to 375.
Of those 375, surely there are enough dedicated users to get 150 votes.
:-)
 
Regards,
Tim

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG   ] On Behalf Of
Susan Palmer
Sent: Thursday, October 04, 2007 4:15 PM
To: arslist@ARSLIST.ORG   
Subject: Re: ARSList Awards: Some yes, some no.MVP not enough yet!

 
** 

I think we've failed to recognize that the composition of the arslisters is
different than it used to be.  Just like bmc is changing the applications to
be 'non-development' OOB applications we may have many listers that do not
read the list on a regular basis.  They send an email if they have an issue,
get the answer, and then don't come back until they have another question. 
 
I go through the arslist emails every day.  I find it therapeutic to know
others have far more issues than I do and more importantly to learn about
things I may never come across.  I may not remember all of it off hand but I
know I've seen something about it and can find it later. 
 
Maybe core arslisters have to adjust their expectations of the list.  
 
OR maybe the others just NEED TO VOTE !!!
 
Susan
 


 
On 10/4/07, Daniel Bloom <[EMAIL PROTECTED]
 > wrote: 

** 

Okay folks. Last chance:

 

we need another 35 votes for MVP

 

we need more votes for the software categories.

 

Just look up the past posts for the list of nominees

and send your votes to either [EMAIL PROTECTED] or
[EMAIL PROTECTED]

__20060125___This posting was submitted with HTML in
it___ 


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it___ 
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-- 
Howard Richter 

Remedy ServiceDesk Manager 
CedarCrestone Managed Services Center 

[EMAIL PROTECTED] __20060125___This
posting was submitted with HTML in it___ 

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