Re: Error after upgrade
Why is it pointing to C:\Program\ and not C:\Program Files\ ?? Make sure you don't have an orphant folder called C:\Program\ on your drive. Because I think it'll look for that first. Steve On Sep 12, 2009, at 2:44 PM, Tanner, Doug doug.tan...@compass- USA.COM wrote: C:\Program\ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Archiving tickets
I need to start archiving old tickets from my HPD:HelpDesk form. I've used the built in archive for the ar system email messages form which works well but I find it hard to search for old tickets because how it bunches the fields together. So I'm wondering if I should use it for my HPD:HelpDesk form but would like some tips or maybe alternatives to using the built in archive feature? Thanks Steve Server - Intel/Windows 2003 Database: Sun/Oracle 10.1.0.4.0 - 64i AR Server version and patch - 6.03.00 Patch 024 ITSM HelpDesk: 6.03.00 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Using PERFORM-ACTION-OPEN-URL to send to email
Worked like a charm. I found out that I also needed to stip out the symbol since it's used to concatenate the parameters for the mailto. I just replaced it with %26 instead . Thanks Axton Steve On Fri, May 22, 2009 at 4:33 PM, Axton axton.gr...@gmail.com wrote: ** Try replacing the cr or crlf with %0d. Keep in mind that there are limitations on how long your url can be. It varies from browser to browser. http://www.boutell.com/newfaq/misc/urllength.html Axton Grams On Fri, May 22, 2009 at 7:01 PM, Steven Pataray spata...@gmail.comwrote: ** I'm using the following Run Process to send a ticket contents to an email: PERFORM-ACTION-OPEN-URL mailto:$Requester $Requester Name+$?subject=RE: $Case ID+$-$Summary$ This works perfect but I want to add body=$Description$ and other fields to the email body but when I do this it strips out all of the Carriage Return and Line Feeds (CRLF's). I want to include the CRLF's in the email so it can look better formatted and not one long line. Is there something I can do to keep the CRLF's? Remedy Help Desk 6.3 Server Version: 6.03.00 Patch 024 Windows server 2003. Oracle 10.1.0.4.0 - 64bi _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Using PERFORM-ACTION-OPEN-URL to send to email
I'm using the following Run Process to send a ticket contents to an email: PERFORM-ACTION-OPEN-URL mailto:$Requester $Requester Name+$?subject=RE: $Case ID+$-$Summary$ This works perfect but I want to add body=$Description$ and other fields to the email body but when I do this it strips out all of the Carriage Return and Line Feeds (CRLF's). I want to include the CRLF's in the email so it can look better formatted and not one long line. Is there something I can do to keep the CRLF's? Remedy Help Desk 6.3 Server Version: 6.03.00 Patch 024 Windows server 2003. Oracle 10.1.0.4.0 - 64bi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Auto-logon to Mid-tier without username and pwd parameter
Jason, I tried your myfile.jsp and it seemed to work to get to the correct page I wanted. So you answer my original problem, thanks. Now as for what Matt and the other guys are stating. I'm going to have to think about that. Actually one of the guys from Column suggested I use a generic username/password, so I would hope that what I'm doing is legal. I don't care about tracking who updated the record since I'm doing this for polls so it could be anonymous. I'm just trying to avoid having to add accounts to my Users form because then I'll have to maintain it just for this. Right now only Support has access to Remedy directly. Thanks Guys Steve On Mon, Feb 16, 2009 at 11:44 AM, Jason Miller jason.mil...@gmail.comwrote: ** One other method would be to use a jsp redirect file. Here is an example that queries for a record but you can include the URL that suites your needs. The contents of myfile.jsp in the Mid-Tier home directory (C:\Program Files\AR System\Mid-Tier by default on Windows). % String myQual=request.getParameter(eid); response.sendRedirect(https://domain.com/arsys/servlet/ViewFormServlet?form=form nameview=viewserver=serverusername=usernamepwd=passwordqual=%271%27%3D%22+myQual+%22); % Here is the URL to include int the email: https://domain.com/arsys/myfile.jsp?eid=0003571https://%3cdomain%3e.com/arsys/myfile.jsp?eid=0003571 If you don't wish to execute a query you do not need to include ?eid=request id in the URL or the second line of the file (String myQual=request.getParameter(eid);). Jason On Mon, Feb 16, 2009 at 9:58 AM, Rodriguez, Rafael J x23718 rafael.rodrig...@broadridge.com wrote: ** There several ways you can do this but probably the best way is to create a new login page and in the login page specify the Goto parameter which will be the form you want to open and you can code the username and password so that theu will not be displayed via url. * Rafael Rodriguez Manager Midtier/Remedy Enterprise Broadridge Financial Solutions Inc 201.714.3718 * -- *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Steven Pataray *Sent:* Friday, February 13, 2009 7:34 PM *To:* arslist@ARSLIST.ORG *Subject:* Auto-logon to Mid-tier without username and pwd parameter ** I would like to create a URL using parameters to autologon to mid-tier using the documented http://mid_tier_server/arsys/servlet/ViewFormServlet?form=form_nameserver=server_nameusername=user_namepwd=password *eid=ticketnumber*http://%3cmid_tier_server%3e/arsys/servlet/ViewFormServlet?form=%3Cform_name%3Eserver=%3Cserver_name%3Eusername=%3Cuser_name%3Epwd=%3Cpassword%3Eeid=%3Cticketnumber%3Estring but don't want the username and pwd parameters to be specified in the URL string within the email notification (ref page 447 of the Basic Guide-630) Any suggestions on how I can accomplish this? I want to use this method so I can create an online form that the user can access and update but don't want the user to have to logon to Mid-Tier. The usename and password passed would be a gereric username and password. I was thinking maybe I can use two forms (parent/child). By specifying the parent form in the url but when you open the parent form it pops up the child form which the user updates. ARSystem 6.03.00 Patch 024 Oracle 10g (10.1.0.4.0 - 64bi) HelpDesk 6.3 Thanks, Steve __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ This message and any attachments are intended only for the use of the addressee and may contain information that is privileged and confidential. If the reader of the message is not the intended recipient or an authorized representative of the intended recipient, you are hereby notified that any dissemination of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately by e-mail and delete the message and any attachments from your system. __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Auto-logon to Mid-tier without username and pwd parameter
I would like to create a URL using parameters to autologon to mid-tier using the documented http://mid_tier_server/arsys/servlet/ViewFormServlet?form=form_nameserver=server_nameusername=user_namepwd=password *eid=ticketnumberhttp://mid_tier_server/arsys/servlet/ViewFormServlet?form=form_nameserver=server_nameusername=user_namepwd=passwordeid=ticketnumber * string but don't want the username and pwd parameters to be specified in the URL string within the email notification (ref page 447 of the Basic Guide-630) Any suggestions on how I can accomplish this? I want to use this method so I can create an online form that the user can access and update but don't want the user to have to logon to Mid-Tier. The usename and password passed would be a gereric username and password. I was thinking maybe I can use two forms (parent/child). By specifying the parent form in the url but when you open the parent form it pops up the child form which the user updates. ARSystem 6.03.00 Patch 024 Oracle 10g (10.1.0.4.0 - 64bi) HelpDesk 6.3 Thanks, Steve ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: 2009 BMC World??
Okay my sales rep said he heard rumors of having it in Vegas. Anybody heard this? Steve On Tue, Nov 4, 2008 at 5:34 AM, strauss [EMAIL PROTECTED] wrote: So much for budgeting... that's FY 2010 for some of us. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] On Behalf Of John Sent: Tuesday, November 04, 2008 6:07 AM To: arslist@ARSLIST.ORG Subject: Re: 2009 BMC World?? ** http://www.bmcworldcommunity.com/conferences It says rescheduled to Oct, 2009. -John -- John David Sundberg 235 East 6th Street, Suite 400B St. Paul, MN 55101 (651) 556-0930-work (651) 247-6766-cell (651) 695-8577-fax [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] On Nov 3, 2008, at 11:16 PM, Steven Pataray wrote: ** Has there been any rumors yet on when/where next years BMC World will be? It's budgeting time again and would like to make sure there is enough money. Mahalo's, Steve Pataray __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
2009 BMC World??
Has there been any rumors yet on when/where next years BMC World will be? It's budgeting time again and would like to make sure there is enough money. Mahalo's, Steve Pataray ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: RSS feeds to Remedy data
Great I understand. So for my support staffs request I would have to create an xml file that only displays his groups tickets using an Escalation. But to set this up so others can see there own data (bigger picture) I would have to create a form available via Mid-Tier with a drop down box of all the different groups and they would have to select what groups tickets they would like to see. Then with workflow create the xml and post it. Sounds pretty easy as long as I can get the xml to look correct. By the way, I tried to use the Data Visualization, but found out that the Data Visualization Server needs to be configured on Mid-Tier to get it to work. Mid-Tier 6.3 doesn't have that field in the available in the config_general.jsp. I'm guessing that it's in 7.x version. The Klink doesn't work on ServletExec which my Mid-Tier is setup on. This is the same problem I ran into getting the Kinetic survey lite to work. I have ServletExec running my Mid-Tier on the same server as the arsystem application. I was told that both ServletExec and Tomcat can co-exist on the same server but the arsystem Java requirements for arserver 6.3 is 1.4 and Tomcat is a minimum of 1.5 so it had a conflict. :-/ I'm still interested in the Klink product so I'll probably just setup a virtual webserver to handle this instead. Mahalo for all your suggestions. Steve On Wed, Sep 24, 2008 at 6:26 AM, Theo Fondse [EMAIL PROTECTED] wrote: ** Steve, You can DIY in any version of ARS simply by creating workflow that creates a .xml text file that complies to the format requirements for RSS (see http://cyber.law.harvard.edu/rss/rss.html ) and publishing it on your web server – Easy. The BMCDN utility is also easy to use. Best Regards, Theo *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Steven Pataray *Sent:* 23 September 2008 21:59 *To:* arslist@ARSLIST.ORG *Subject:* Re: RSS feeds to Remedy data ** View fields are suported so that's promissing. I'll see if the .def files which were provided will work. Mahalo, Steve On Tue, Sep 23, 2008 at 7:48 AM, Joe DeSouza [EMAIL PROTECTED] wrote: ** Data Visualization fields are an extension to View fields - in architecture I think its the same rose with a different name.. Does it not work with MT 6.3? Joe - Original Message From: Steven Pataray [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tuesday, September 23, 2008 1:40:27 PM Subject: Re: RSS feeds to Remedy data ** I looked at the BMC Developers Network which David Easter pointed me to and then also looked within the forums for more info and they all are hinting that we have to be at Mid-Tier/Arsystem of 7.1x because it uses the Data Visualization. Is that really required? Does using the Data Visualization the only way to publish the xml? Our company is currently at Mid-Tier/Arsystem 6.3. Can this be done on this lower version? Mahalo, Steve On Tue, Sep 23, 2008 at 12:26 AM, Theo Fondse [EMAIL PROTECTED] wrote: ** Hi Steve! Been there, done that. Created a console form for adding messages and an escalation that publishes the xml file on the web server. Very easy to do. Best Regards, Theo *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Steven Pataray *Sent:* 23 September 2008 01:48 *To:* arslist@ARSLIST.ORG *Subject:* RSS feeds to Remedy data ** One of my support people asked if Remedy data can be available via RSS feeds. I guess he was thinking he could subscribe to a groups queue and access it to have a quick lookup of what is outstanding. Does anyone know if this type of service is possible or would be possible in the future? Windows 2003 - Remedy 6.3 Oracle 10GR1 Mahalo, Steve __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: RSS feeds to Remedy data
I looked at the BMC Developers Network which David Easter pointed me to and then also looked within the forums for more info and they all are hinting that we have to be at Mid-Tier/Arsystem of 7.1x because it uses the Data Visualization. Is that really required? Does using the Data Visualization the only way to publish the xml? Our company is currently at Mid-Tier/Arsystem 6.3. Can this be done on this lower version? Mahalo, Steve On Tue, Sep 23, 2008 at 12:26 AM, Theo Fondse [EMAIL PROTECTED] wrote: ** Hi Steve! Been there, done that. Created a console form for adding messages and an escalation that publishes the xml file on the web server. Very easy to do. Best Regards, Theo *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Steven Pataray *Sent:* 23 September 2008 01:48 *To:* arslist@ARSLIST.ORG *Subject:* RSS feeds to Remedy data ** One of my support people asked if Remedy data can be available via RSS feeds. I guess he was thinking he could subscribe to a groups queue and access it to have a quick lookup of what is outstanding. Does anyone know if this type of service is possible or would be possible in the future? Windows 2003 - Remedy 6.3 Oracle 10GR1 Mahalo, Steve __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: RSS feeds to Remedy data
View fields are suported so that's promissing. I'll see if the .def files which were provided will work. Mahalo, Steve On Tue, Sep 23, 2008 at 7:48 AM, Joe DeSouza [EMAIL PROTECTED] wrote: ** Data Visualization fields are an extension to View fields - in architecture I think its the same rose with a different name.. Does it not work with MT 6.3? Joe - Original Message From: Steven Pataray [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tuesday, September 23, 2008 1:40:27 PM Subject: Re: RSS feeds to Remedy data ** I looked at the BMC Developers Network which David Easter pointed me to and then also looked within the forums for more info and they all are hinting that we have to be at Mid-Tier/Arsystem of 7.1x because it uses the Data Visualization. Is that really required? Does using the Data Visualization the only way to publish the xml? Our company is currently at Mid-Tier/Arsystem 6.3. Can this be done on this lower version? Mahalo, Steve On Tue, Sep 23, 2008 at 12:26 AM, Theo Fondse [EMAIL PROTECTED] wrote: ** Hi Steve! Been there, done that. Created a console form for adding messages and an escalation that publishes the xml file on the web server. Very easy to do. Best Regards, Theo *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Steven Pataray *Sent:* 23 September 2008 01:48 *To:* arslist@ARSLIST.ORG *Subject:* RSS feeds to Remedy data ** One of my support people asked if Remedy data can be available via RSS feeds. I guess he was thinking he could subscribe to a groups queue and access it to have a quick lookup of what is outstanding. Does anyone know if this type of service is possible or would be possible in the future? Windows 2003 - Remedy 6.3 Oracle 10GR1 Mahalo, Steve __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
RSS feeds to Remedy data
One of my support people asked if Remedy data can be available via RSS feeds. I guess he was thinking he could subscribe to a groups queue and access it to have a quick lookup of what is outstanding. Does anyone know if this type of service is possible or would be possible in the future? Windows 2003 - Remedy 6.3 Oracle 10GR1 Mahalo, Steve ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Help Desk 6.3
You didn't mention what the Console View is set at. If he is part of a group and he just wants to see what tickets are assigned to his group/s he has to set the Console View to Group. If he just want to see tickets assigned to himself he sets the Console View to Myself. All the Show does is filter the types of cases (HD, CHG, TSK or All). Steve On 7/29/08, T. Dee [EMAIL PROTECTED] wrote: I checked - the user is part of App-Management as well I have him set as Manager's Name on Configure Group Definition. When I open the Remedy Management Console I click on the SHOW pull down and choose ALL OPEN REQUESTS, but only see what is assigned to him - not the tickets to the group that he belongs to. Any ideas what I am missing? THANKS! On Tue, Jul 29, 2008 at 8:12 AM, T. Dee [EMAIL PROTECTED] wrote: They are part of the group - this is why I didn't understand why the ticket would not show up in the management console. As well it seems in 6.3 they don't have Member and Associate Member like they do in ITSM 7. Because Manager's may want to see all the tickets, but don't want to be part of the group. On Mon, Jul 28, 2008 at 9:14 PM, Steven Pataray [EMAIL PROTECTED] wrote: ** The manager would need to be part of the group to see that groups tickets. Just like support. Steve On Mon, Jul 28, 2008 at 9:43 AM, T. Dee [EMAIL PROTECTED] wrote: Does anyone know why when a user in Help Desk 6.3 is set as a Manager they do not see the tickets assigned to their groups under the Management Console? Thanks! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Help Desk 6.3
As far as I know in 6.3 just setting him as a manager in the Configure Group Definition doesn't affect the console. The manager needs to be configured in the group from the Group Population form. You have to look at the Management Console's Table Property to understand how it works. As mine shows: (( $Console View$ = Group) AND ( 'Assigned To Group+' != $NULL$ ) AND ($GROUPS$ LIKE (( % + 'Assigned To Group+') + % ))) If what you are saying is how ITSM 7 works that would be a great change. I guess with some added workflow you could use that field in the Configure Group Definition to filter it. Steve On 7/29/08, T. Dee [EMAIL PROTECTED] wrote: Yes the Console View is set to Group as well - sorry forgot to include that in my email - and still the tickets do not show up. On Tue, Jul 29, 2008 at 10:37 AM, Steven Pataray [EMAIL PROTECTED] wrote: ** You didn't mention what the Console View is set at. If he is part of a group and he just wants to see what tickets are assigned to his group/s he has to set the Console View to Group. If he just want to see tickets assigned to himself he sets the Console View to Myself. All the Show does is filter the types of cases (HD, CHG, TSK or All). Steve On 7/29/08, T. Dee [EMAIL PROTECTED] wrote: I checked - the user is part of App-Management as well I have him set as Manager's Name on Configure Group Definition. When I open the Remedy Management Console I click on the SHOW pull down and choose ALL OPEN REQUESTS, but only see what is assigned to him - not the tickets to the group that he belongs to. Any ideas what I am missing? THANKS! On Tue, Jul 29, 2008 at 8:12 AM, T. Dee [EMAIL PROTECTED] wrote: They are part of the group - this is why I didn't understand why the ticket would not show up in the management console. As well it seems in 6.3 they don't have Member and Associate Member like they do in ITSM 7. Because Manager's may want to see all the tickets, but don't want to be part of the group. On Mon, Jul 28, 2008 at 9:14 PM, Steven Pataray [EMAIL PROTECTED] wrote: ** The manager would need to be part of the group to see that groups tickets. Just like support. Steve On Mon, Jul 28, 2008 at 9:43 AM, T. Dee [EMAIL PROTECTED] wrote: Does anyone know why when a user in Help Desk 6.3 is set as a Manager they do not see the tickets assigned to their groups under the Management Console? Thanks! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Advanced Search Bar
Hi Mark, Maybe you thought of this already but what if on the client you check the box for Show Advanced Search Bar? Tools--Options--General Tab--On Open section. If that works then you can set it on the user preference form. Steve On 7/28/08, Mark Milke [EMAIL PROTECTED] wrote: Hi there, still on ARS 6.3. My forms have the Detail Pane Banner hidden, so there is no button to switch the Advanced Search Bar on. Therefor I've placed the field 1005 on all forms and I'm switching it on by default via Workflow. The problem is, that when I have the field 1005 on the form, then in the Mid-Tier the button Advanced Search is permanently grayed out and the Mid-Tier displays only the buttons of the Advanced Search Bar, but not the Advanced Search Bar itself. When I get rid of the field 1005 from the form, then it works fine in the Mid-Tier, but in the windows client users would have to switch the Advanced Query Bar via the View menu Bar. Is there any way to switch the Advanced Query Bar on via workflow without having the field 1005 on the form? Mark ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Help Desk 6.3
The manager would need to be part of the group to see that groups tickets. Just like support. Steve On Mon, Jul 28, 2008 at 9:43 AM, T. Dee [EMAIL PROTECTED] wrote: Does anyone know why when a user in Help Desk 6.3 is set as a Manager they do not see the tickets assigned to their groups under the Management Console? Thanks! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Error 193: 0xc1 when starting Remedy services
I wanted to track this issue which I resolved since I only saw one occurrence of it in the arslist archives that did not have a solution. My HelpDesk staff periodically reboot my remedy application server just to clear any memory errors. They happen to do a reboot while I was on vacation and had to contact me because the Remedy services didn't start. It kept on getting this strange error: Could not start the AR System Portmapper service on Local Computer. Error 193: 0xc1 I checked my logs and it never clued me what the problem was. I went as far as bringing up my DR server into production and contacted support for assistance. We tried reinstalling the Remedy applications but as soon as the install completed we would get the same error. No luck. Searching the arslists did not show any assistance. Well to make a longer story short, three days later I decided to Google the error and found this. http://www.brainlitter.com/archives/2006/07/error_193_0xc1.htm It said that this guy had this same error when starting up MS SQL, not Remedy related. The problem was that he found a file on his D drive D:\Program. Hmm... Well I looked at my D: drive and low and behold I found this same file. I looked at the create date then renamed it to something else. I went to services and what do you know all the Remedy services started right up. How it got there? I was developing a batch file on that date a few weeks ago and on one run I forgot to surround the path D:\Program Files\.. with double quotes. So when it was run it created a NULL file called Program. So like I said I wanted to track this error, because this very STUPID mistake of mine wasted 3 days of my time trying to figure it out when it could have been resolved in like 2 seconds. Well at least now I know my Disaster Recovery process works. Steve ARSystem 6.3 patch 23 on Windows 2003 server Oracle 10gR1 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Application-Delete-Query-Entry gives errors [pjm]
Hi Rick,I was getting the error's when I used that command. I just ended up archiving the form and setting to delete. This is how I'm cleaning up my email notifications since I don't delete after it sends. I'm running on ARS 6.3, so it was showing up back then as well. Steve On Thu, May 29, 2008 at 1:03 PM, Rick Cook [EMAIL PROTECTED] wrote: ** No, Michelle, this is not part of a server group - yet. The error might make more sense if it were, or if we were running Application-Delete-Entry, which we're not. The error seems as if it's running a GetListEntry after each delete, which I didn't think it was, and then reporting the error after each of those Gets. I have more to noodle and test on tomorrow, for sure. Thanks for your input! Rick On Thu, May 29, 2008 at 3:29 PM, Michelle L [EMAIL PROTECTED] wrote: ** Hi, Rick: I think you have the gist of what everyone's saying. You already know that it is more efficient to point that escalation at the group form where groupId=0 or 1...or whatever. I believe your question was related to the error messages you're receiving. And although you understand that there are different options for building the escalation, the point is that the escalation fires in other environments without error. Since I've seen this behavior before, I have to ask. This server doesn't happen to be a part of a server group, where it is possible that the escalations attempted to run on more than one server did it? A similar phenomenon occurred here. We didn't usually see the Entry does not exist in database error on this particular escalation that runs nightly; so we knew something was wrong. We found that the error was occurring in the arerror.log of one of the servers and not in the other. We then found that for whatever reason during the last update, the Disable Escalations configuration setting was unchecked on two out of three of our servers. In our case, two servers should have that option checked. The same thing happened with Archiving. It should only be enabled on one out of three of our servers. Not sure if that helps or not. Thanks, Michelle *Rick Cook [EMAIL PROTECTED]* Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 05/29/2008 03:33 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Application-Delete-Query-Entry gives errors [pjm] ** As I understand it, using the call I'm using, (Application-Query-Delete-Entry)* *is more efficient for multiple deletes than Application-Delete-Entry. I haven't tested that, but it seems to make sense. It is like deleting a list of entries on your screen at once instead of one at a time. At very least, it should cut out the GLE call to refresh the entry list after each delete. Rick On Thu, May 29, 2008 at 1:19 PM, Craig Carter * [EMAIL PROTECTED] [EMAIL PROTECTED] wrote: ** True—but as Fred mentioned, you are calling the full delete for every record. If you put the qualification in the Run If and delete them using request id and Application-Delete-Entry, it may solve your problem. Craig Carter Software Engineer, RSP -- *From:* Action Request System discussion list(ARSList) [mailto:* [EMAIL PROTECTED] arslist@ARSLIST.ORG] *On Behalf Of *Rick Cook* Sent:* Thursday, May 29, 2008 2:07 PM* To:* [EMAIL PROTECTED] arslist@ARSLIST.ORG* Subject:* Re: Application-Delete-Query-Entry gives errors ** No, that's on Application-Delete-Entry. The syntax for * Application-Query-Delete-Entry *is *Application-Query-Delete-Entry form qualification_string. * Rick On Thu, May 29, 2008 at 12:57 PM, Craig Carter * [EMAIL PROTECTED] [EMAIL PROTECTED] wrote: ** I believe you have to use the Request ID field with this command. Since you are not providing that, you get the entry error. Craig Carter Software Engineer, RSP -- *From:* Action Request System discussion list(ARSList) [mailto:* [EMAIL PROTECTED] arslist@ARSLIST.ORG] *On Behalf Of *Rick Cook* Sent:* Thursday, May 29, 2008 1:52 PM* To:* [EMAIL PROTECTED] arslist@ARSLIST.ORG* Subject:* Application-Delete-Query-Entry gives errors ** We are running an escalation nightly that runs this command: *Application-Query-Delete-Entry SHR:TmpMessages (( 'Status' = Sent) AND ( 'Send Time' != $NULL$ ))*. The effect is to clear a form that contains records accumulated during the day, but which are no longer needed. Running this creates thousands of entries in the arerror.log file (roughly, but not exactly, equivalent to the number of records in the form) that say this: *Thu May 29 10:31:45 2008 390603 : Entry does not exist in database (ARERR 302)*. There are no errors that show up in the api or sql logs, and the records DO get deleted. Any idea why these errors appear? I'm kinda stumped as to where else to look for a cause. Rick
Re: One company not able to recieve emails
Narrow down the problem more. Try typing in your email instead in the People form for that agency and see if you get the email internally. Try other email addresses. Has the individual have a history of emails not getting to them? Also, did this just start happening? Try removing and adding the individual to make sure everything is setup correctly. Thanks Steve On Thu, Apr 24, 2008 at 3:14 AM, Moore, Christopher Allen [EMAIL PROTECTED] wrote: ** Hey everyone- We support 27 different 'companies' (state agencies) and the users for one of them is not receiving any email notifications from Remedy. Emails are being sent without errors from our end- as far as we're able to see they were successfully delivered. Other agencies are receiving emails. At this particular agency they don't use Exchange, they use Groupwise. I have never heard of that until this morning- does anyone have any experience with it and know if it's possible it could be the culprit? Thanks, Chris __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Oracle Case insensitive search:any proven easy way?
I'm on Oracle 10gR1 and Remedy 6.3 and is running into the same
requirements. I have a very crude way to search the Summary field using an
Active Link. I'm only piloting it right now with our HelpDesk staff and they
said it's totally better than nothing. I wish to expand on it since it seems
to work. Maybe someone on the list can make some suggestions.
I have them type the word to search into the HelpDesk Summary field then use
a button to fire an active link (right now I'm actually just using a menu in
the WUT). I use a Set Fields and do the following SQL search:
SELECT TO_CHAR(TO_DATE('01/01/1970 00:00:00', 'MM/DD/ HH24:MI:SS') +
(HPD_HELPDESK.CREATE_TIME / ( 60 * 60 * 24 )), 'MM/DD/YY HH:MI AM') as
Create_Date, HPD_HELPDESK.CASE_ID_,
case
when HPD_HELPDESK.STATUS = 0 then 'New'
when HPD_HELPDESK.STATUS = 1 then 'Assigned'
when HPD_HELPDESK.STATUS = 2 then 'Work in Progress'
when HPD_HELPDESK.STATUS = 3 then 'Pending'
when HPD_HELPDESK.STATUS = 4 then 'Resolved'
when HPD_HELPDESK.STATUS = 5 then 'Closed'
end as Status
,'[' || HPD_HELPDESK.SUMMARY || ']' as Summary, HPD_HELPDESK.CASE_ID_
FROM HPD_HELPDESK
WHERE UPPER(HPD_HELPDESK.SUMMARY) LIKE UPPER('%$Summary$%')
ORDER BY HPD_HELPDESK.CREATE_TIME DESC
The key part is the WHERE statement. Since it turns everything to Upper case
then does a comparison. If you index the Summary field then the results
would be quicker. The Set Fields will come up with a list if it finds
multiple items then pushes the Case ID of what is selected into the Case ID
field (this is all happening on the same Search form). I then set the
Summary field to NULL then perform a run process PERFORM-ACTION-APPLY to
press the Search button.
Like I said very crude and I wish I can do this within a table with the
EXTERNAL() command so it'll be prettier. But hey it's free. I hope someone
has done something simular and expanded on it.
Good Luck,
Steve
On Thu, Apr 24, 2008 at 8:15 AM, surya4u [EMAIL PROTECTED] wrote:
We have implemented Remedy ITSM 7.1 on Oracle.
Customer needs case insensitive searches!!
is there any way other than using ALTER SESSION query,because there is
proven performance impact.
Best way is to go for SQL SERVER??
anyone know about easy way in oracle to make case insensitive search?anyone
tried in real life?any impact with remedy performance?
--
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Active Link Run process
I'm having problems running an Active Link Run process with PERFORM-ACTION-ACTIVE-LINK 1 1002. This should press the Search button, but it doesn't do anything. From the logs it is firing on the field: ACTL Checking BOH:HPD-Admin.Menu.cmd.Search.CaseID.Execute (20) ACTL - Passed qualification -- perform if actions ACTL 0: Run Process ACTL Current Window - Active Link -- 1 ACTL /* Fri Apr 11 2008 10:18:24 */ ACTL --1-- Start active link processing -- Operation - On Control ACTL For Schema - HPD:HelpDesk ACTL Linked to field - Query (1002) ACTL On screen type - QUERY My Active link is running through an Active Link Guide because I have to fill in a field before it does the search. If I use another button like the Bulletin Board button (300280900) it fires that button. ACTL Checking BOH:HPD-Admin.Menu.cmd.Search.CaseID.Execute (20) ACTL - Passed qualification -- perform if actions ACTL 0: Run Process ACTL Current Window - Active Link -- 1 ACTL /* Fri Apr 11 2008 10:39:29 */ ACTL --1-- Start active link processing -- Operation - On Control ACTL For Schema - HPD:HelpDesk ACTL Linked to field - BulletinBoard_btn (300280900) ACTL On screen type - QUERY Is there some trick I need to do to get it to work with the Search button? AR Server: 6.03.00 patch 023 Mid-Tier Patch 21 Oracle 10gR1 HelpDesk 6.03 Thanks Steve ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Active Link Run process - RESOLVED
Thanks guys, I tried both and the PERFORM-ACTION-APPLY was the only one that worked. Funny I didn't even see that Process command in the docs till you mentioned it. Thanks Steve On 4/11/08, Robert Halstead [EMAIL PROTECTED] wrote: ** or that would work as well =) On Fri, Apr 11, 2008 at 2:48 PM, Grooms, Frederick W [EMAIL PROTECTED] wrote: ** I think the docs state that the PERFORM_ACTION_ACTIVE_LINK Runprocess Actions do not actually do the Search or Save. They only cause the system to execute the code that is set to fire on Search or Save. From the Online Help Executes all active links associated with the specified Execute On condition (and field ID, as appropriate). The active links fire as if the Execute On condition indicated occurred. For example, *PERFORM-ACTION-ACTIVE-LINK 8* specifies to run all On Modify active links as if a modify operation was performed. The active links fire, but no modify is actually performed. I think you want to use: PERFORM-ACTION-APPLY Performs the Apply or Save operation on the current window. For Search windows, the search is performed. Fred -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Steven Pataray *Sent:* Friday, April 11, 2008 3:43 PM *To:* arslist@ARSLIST.ORG *Subject:* Active Link Run process I'm having problems running an Active Link Run process with PERFORM-ACTION-ACTIVE-LINK 1 1002. This should press the Search button, but it doesn't do anything. From the logs it is firing on the field: ACTL Checking BOH:HPD-Admin.Menu.cmd.Search.CaseID.Execute (20) ACTL - Passed qualification -- perform if actions ACTL 0: Run Process ACTL Current Window - Active Link -- 1 ACTL /* Fri Apr 11 2008 10:18:24 */ ACTL --1-- Start active link processing -- Operation - On Control ACTL For Schema - HPD:HelpDesk ACTL Linked to field - Query (1002) ACTL On screen type - QUERY My Active link is running through an Active Link Guide because I have to fill in a field before it does the search. If I use another button like the Bulletin Board button (300280900) it fires that button. ACTL Checking BOH:HPD-Admin.Menu.cmd.Search.CaseID.Execute (20) ACTL - Passed qualification -- perform if actions ACTL 0: Run Process ACTL Current Window - Active Link -- 1 ACTL /* Fri Apr 11 2008 10:39:29 */ ACTL --1-- Start active link processing -- Operation - On Control ACTL For Schema - HPD:HelpDesk ACTL Linked to field - BulletinBoard_btn (300280900) ACTL On screen type - QUERY Is there some trick I need to do to get it to work with the Search button? AR Server: 6.03.00 patch 023 Mid-Tier Patch 21 Oracle 10gR1 HelpDesk 6.03 Thanks Steve __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Using 'Search Bar' with 'Create Date'
This looks almost like yours but it worked for me. 'Search Bar' LIKE (% + 'Create Date' + %) OR 'Search Bar' LIKE (% + 'Create Date' + %) Steve On 4/7/08, Tadeu Augusto Dutra Pinto [EMAIL PROTECTED] wrote: Hello, I'm trying to do this funcionallity ... When I put 'Create Date' this works very well But when I put 'Create Date' (withou blank spaces between 'Create Date' and ) this does not work... and, consequently, when I put another cause of condition that go out of my specific case (i.e. 'Create Date' ) this doesn't work fine ... Is there a way that I can create a condition that works fine? I've tried to put 'Create Date' + % + , but when I have another sentence after this, I am in trouble too ... because I can't write a sentence like this: 'Create Date' 01/01/2007 AND 'Status' 3 ... Any suggestion will be appreciated! Att, Tadeu Augusto Dutra Pinto - IT Web Services ATM Cinq Technologies http://www.cinq.com.br [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] Fone: 41 3018-2833 - Cinq Fone: 41 2107-5736 - HSBC Outsourcing - Confiabilidade, Inovação e Qualidade em T.I. De: Action Request System discussion list(ARSList) em nome de Joe D'Souza Enviada: sex 4/4/2008 14:06 Para: arslist@ARSLIST.ORG Assunto: Re: Using 'Search Bar' with 'Create Date' ** Just a guess but by the time your statement is evaluated, maybe the ARS translates 'Create Date' to '3'?? Did you check the AL logs assuming your workflow is AL based? Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] Behalf Of Tadeu Augusto Dutra Pinto Sent: Friday, April 04, 2008 11:41 AM To: arslist@ARSLIST.ORG Subject: Using 'Search Bar' with 'Create Date' ** Hi for all, I'd like to know if there is a way to block users to do sentences like that: 'Create Date' 0404/2008 for example... I tried to do something like this... 'Search Bar' LIKE (( % + 'Create Date' ) + % ) using Active Link... But it does not work Thankx in advance... Tadeu Augusto Dutra Pinto - IT Web Services ATM Cinq Technologies http://www.cinq.com.br https://webmail.cinq.com.br/exchweb/bin/redir.asp?URL=http://www.cinq.com.br/ [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] Fone: 41 3018-2833 - Cinq Fone: 41 2107-5736 - HSBC Outsourcing - Confiabilidade, Inovação e Qualidade em T.I. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Using 'Search Bar' with 'Create Date'
Okay how about this:
'Search Bar' LIKE (% + 'Create Date'% + %)
Steve
On 4/7/08, Tadeu Augusto Dutra Pinto [EMAIL PROTECTED] wrote:
Steve,
I've already tried to do something like this...
but I wanted to simplify the condition...
I wouldn't like to use a code like these:
('Search Bar' LIKE (((% + 'Create Date') + %))) == with no
blank spaces
OR
('Search Bar' LIKE (((% + 'Create Date' ) + %))) == with one
blank space
OR
('Search Bar' LIKE (((% + 'Create Date' ) + %)))== with two
blank space
OR
('Search Bar' LIKE (((% + 'Create Date' ) + %))) == with three
blank space
and so on...
I'd like to know if there is a way for me do this with a rule that is used
for n blank spaces...
Remember that I've tried to use % but this does not work because of
this, for example:
'Create Date' 01/01/2007 AND 'Status' 3
Thankx for all...
Yours Sincerelly,
Tadeu Augusto Dutra Pinto
-
IT Web Services ATM
Cinq Technologies
http://www.cinq.com.br
https://webmail.cinq.com.br/exchweb/bin/redir.asp?URL=http://www.cinq.com.br/
[EMAIL PROTECTED] mailto:[EMAIL PROTECTED]
Fone: 41 3018-2833 - Cinq
Fone: 41 2107-5736 - HSBC Outsourcing
-
Confiabilidade, Inovação e Qualidade em T.I.
De: Action Request System discussion list(ARSList) em nome de Steven
Pataray
Enviada: seg 7/4/2008 12:43
Para: arslist@ARSLIST.ORG
Assunto: Re: Using 'Search Bar' with 'Create Date'
**
This looks almost like yours but it worked for me.
'Search Bar' LIKE (% + 'Create Date' + %) OR 'Search Bar' LIKE
(% + 'Create Date' + %)
Steve
On 4/7/08, Tadeu Augusto Dutra Pinto [EMAIL PROTECTED] wrote:
Hello,
I'm trying to do this funcionallity ...
When I put 'Create Date' this works very well
But when I put 'Create Date' (withou blank spaces between
'Create Date' and ) this does not work...
and, consequently, when I put another cause of condition that go
out of my specific case (i.e. 'Create Date' )
this doesn't work fine ...
Is there a way that I can create a condition that works fine?
I've tried to put 'Create Date' + % + , but when I have
another sentence after this, I am in trouble too ...
because I can't write a sentence like this: 'Create Date'
01/01/2007 AND 'Status' 3 ...
Any suggestion will be appreciated!
Att,
Tadeu Augusto Dutra Pinto
-
IT Web Services ATM
Cinq Technologies
http://www.cinq.com.br http://www.cinq.com.br/
[EMAIL PROTECTED] mailto:[EMAIL PROTECTED]
Fone: 41 3018-2833 - Cinq
Fone: 41 2107-5736 - HSBC Outsourcing
-
Confiabilidade, Inovação e Qualidade em T.I.
De: Action Request System discussion list(ARSList) em nome de Joe
D'Souza
Enviada: sex 4/4/2008 14:06
Para: arslist@ARSLIST.ORG
Assunto: Re: Using 'Search Bar' with 'Create Date'
**
Just a guess but by the time your statement is evaluated, maybe the
ARS translates 'Create Date' to '3'??
Did you check the AL logs assuming your workflow is AL based?
Joe
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Tadeu Augusto Dutra Pinto
Sent: Friday, April 04, 2008 11:41 AM
To: arslist@ARSLIST.ORG
Subject: Using 'Search Bar' with 'Create Date'
**
Hi for all,
I'd like to know if there is a way to block users to do
sentences like that:
'Create Date' 0404/2008 for example...
I tried to do something like this... 'Search Bar' LIKE ((
% + 'Create Date' ) + % )
using Active Link...
But it does not work
Thankx in advance...
Tadeu Augusto Dutra Pinto
-
IT Web Services ATM
Cinq Technologies
http://www.cinq.com.br http://www.cinq.com.br/
https://webmail.cinq.com.br/exchweb/bin/redir.asp?URL=http://www.cinq.com.br/
[EMAIL PROTECTED] mailto:[EMAIL PROTECTED]
Fone: 41 3018-2833 - Cinq
Fone: 41 2107-5736 - HSBC Outsourcing
-
Confiabilidade, Inovação e Qualidade em T.I.
__Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/
ARSlist:
Where the Answers Are html___
Re: How to Index HPD:HelpDesk
On HelpDesk 6.3 the OTB of the HPD:HelpDesk index's are Category (20003), Type (20004) and Item (20005), Category and Item were the fields referenced in my errors'. Were you able to Delete those Index's to add your own 5? That's why I'm thinking there is a process like do one index at a time or something. I'm assuming that there's a limit of how many index's you can add which is why I got that ARERR 210. My DBA did already add some index's to my prod box already and that really improved the performance, but do I have to duplicate the same index's in my Admin tool? Will that cause problems? Thanks Steve On 3/19/08, Sanford, Claire [EMAIL PROTECTED] wrote: ** A word of caution, from personal experience, deleting any of the existing HPD:Helpdesk indexes may cause you some performance issues. Especially if your users use the canned reports. Our DBA decided he was going to help us out last year and deleted the indexes on the oracle side and built ones he thought we should have. Remedy still thought it's the indexes were there and everything slowed to a crawl. OTB there should be 5 or 6 indexes. I have added 5 of my own without out causing any problems in performance. I created them via the Admin tool. *Claire Sanford* Information Systems Division Memorial Hermann Healthcare System Phone: 713 448 6035 [EMAIL PROTECTED] -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Steven Pataray *Sent:* Tuesday, March 18, 2008 3:42 PM *To:* arslist@ARSLIST.ORG *Subject:* How to Index HPD:HelpDesk ** I've never tried indexing before. What is the proper proceedure to index fields from the Admin tool? OTB the Category/Type/Item fields are indexed. I want to remove those and add the Requester Login Name+, Department, Create Time and Status fields. But when I save I get errors: Failure during SQL operation to the database : ORA-01418: specified index does not exist (ARERR 552). Failure during SQL operation to the database : ORA-01418: specified index does not exist (ARERR 552). Failure during SQL operation to the database : ORA-01418: specified index does not exist (ARERR 552). A duplicate index has been specified -- duplicate was omitted and indexes were created : 24005 (ARERR 74). Then it says the form was not saved. When I try to first remove the Category field from the index I get: Total length of all fields involved in an index is greater than the maximum length allowed (ARERR 210). A duplicate index has been specified -- duplicate was omitted and indexes were created : 24005 (ARERR 74). A duplicate index has been specified -- duplicate was omitted and indexes were created : 20003 (ARERR 74). But then the Category field is removed from the index tab when I open the form back up. What is this telling me? I did this on my dev server Arsystem 6.3 patch 019 pending to do it on my 6.3 patch 023 Oracle 10.1.0.4.0 HelpDesk 6.3 Thanks, Steve __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
How to Index HPD:HelpDesk
I've never tried indexing before. What is the proper proceedure to index fields from the Admin tool? OTB the Category/Type/Item fields are indexed. I want to remove those and add the Requester Login Name+, Department, Create Time and Status fields. But when I save I get errors: Failure during SQL operation to the database : ORA-01418: specified index does not exist (ARERR 552). Failure during SQL operation to the database : ORA-01418: specified index does not exist (ARERR 552). Failure during SQL operation to the database : ORA-01418: specified index does not exist (ARERR 552). A duplicate index has been specified -- duplicate was omitted and indexes were created : 24005 (ARERR 74). Then it says the form was not saved. When I try to first remove the Category field from the index I get: Total length of all fields involved in an index is greater than the maximum length allowed (ARERR 210). A duplicate index has been specified -- duplicate was omitted and indexes were created : 24005 (ARERR 74). A duplicate index has been specified -- duplicate was omitted and indexes were created : 20003 (ARERR 74). But then the Category field is removed from the index tab when I open the form back up. What is this telling me? I did this on my dev server Arsystem 6.3 patch 019 pending to do it on my 6.3 patch 023 Oracle 10.1.0.4.0 HelpDesk 6.3 Thanks, Steve ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: How to Index HPD:HelpDesk
My dba had me do the following query to check which I entered T374 as the
parameter and it only resulted one record.
IT374 UNIQUE C1 1
SELECTIND.INDEX_NAME,
IND.UNIQUENESS,
COL.COLUMN_NAME,
COL.COLUMN_POSITION
FROM SYS.USER_INDEXES IND,
SYS.USER_IND_COLUMNS COL
WHERE IND.TABLE_NAME = upper('table')
ANDIND.TABLE_NAME = COL.TABLE_NAME
ANDIND.INDEX_NAME = COL.INDEX_NAME;
If I have my DBA set the indexes instead will this cause any problems? Would
he also have to update the B374 and H374 tables?
Thanks
Steve
On 3/18/08, Frank Caruso [EMAIL PROTECTED] wrote:
By any chance are there indexed on that form (table) in the database
that are not being shown to you in the Admin tool? Did someone create
indexed directly in the database?
On Tue, Mar 18, 2008 at 4:42 PM, Steven Pataray [EMAIL PROTECTED]
wrote:
**
I've never tried indexing before. What is the proper proceedure to index
fields from the Admin tool? OTB the Category/Type/Item fields are
indexed. I
want to remove those and add the Requester Login Name+, Department,
Create
Time and Status fields. But when I save I get errors:
Failure during SQL operation to the database : ORA-01418: specified
index
does not exist (ARERR 552).
Failure during SQL operation to the database : ORA-01418: specified
index
does not exist (ARERR 552).
Failure during SQL operation to the database : ORA-01418: specified
index
does not exist (ARERR 552).
A duplicate index has been specified --
duplicate was omitted and indexes were created : 24005 (ARERR 74).
Then it says the form was not saved. When I try to first remove the
Category
field from the index I get:
Total length of all fields involved in an index is greater than the
maximum
length allowed (ARERR 210).
A duplicate index has been specified --
duplicate was omitted and indexes were created : 24005 (ARERR 74).
A duplicate index has been specified --
duplicate was omitted and indexes were created : 20003 (ARERR 74).
But then the Category field is removed from the index tab when I open
the
form back up. What is this telling me?
I did this on my dev server Arsystem 6.3 patch 019 pending to do it on
my
6.3 patch 023
Oracle 10.1.0.4.0
HelpDesk 6.3
Thanks,
Steve
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Re: User Tool - Paste All
No this is field 26502. Arrival Time is 3. So based on what you are saying if I do the Copy To New option it'll affect the Paste All feature as well?? Thanks Steve On 2/8/08, Lammey, Peter A. [EMAIL PROTECTED] wrote: ** Yes. You have to create an active link and check the Copy To New option in the Execute On conditions. Then in the If Actions add a Set Fields action and set the field or fields that you want to be blank to NULL. However, I am pretty sure that Create Date is a System field which only the system will set and can only be set to a user's defined value when importing. Is this Create Date have a field ID of 3? Thanks Peter Lammey ESPN MIT Technical Services Applications Management 860-766-4761 -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Steven Pataray *Sent:* Friday, February 08, 2008 12:41 PM *To:* arslist@ARSLIST.ORG *Subject:* User Tool - Paste All ** I know I can create workflow for the User Tools Copy to New but how about the Copy All and Paste All. When my users do the Paste All to create a new Help Desk ticket it also pastes the Create Date. I would rather that it does not fill that field, so I'd want to NULL it out. Is there something I can do about that? AR Server: 6.03.00 patch 023 Mid-Tier Patch 21 Oracle 10gR1 HelpDesk 6.03 Thanks, Steve __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: User Tool - Paste All
Leonard, I was thinking about that too. But what if they want to force a Create date. Like if they want to create the ticket after the fact. The On Submit would NULL it out. Steve On 2/8/08, Leonard Neely - FOJ [EMAIL PROTECTED] wrote: ** Peter, I don't think that will handle the Paste All scenario that Steve is seeing. It sounds like the Active Link (of Filter), would need to execute on Submit, and simply set the Create Date with TIMESTAMP. Leonard Neely -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Steven Pataray *Sent:* Friday, February 08, 2008 11:56 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: User Tool - Paste All ** No this is field 26502. Arrival Time is 3. So based on what you are saying if I do the Copy To New option it'll affect the Paste All feature as well?? Thanks Steve On 2/8/08, *Lammey, Peter A.* [EMAIL PROTECTED] wrote: ** Yes. You have to create an active link and check the Copy To New option in the Execute On conditions. Then in the If Actions add a Set Fields action and set the field or fields that you want to be blank to NULL. However, I am pretty sure that Create Date is a System field which only the system will set and can only be set to a user's defined value when importing. Is this Create Date have a field ID of 3? Thanks Peter Lammey ESPN MIT Technical Services Applications Management 860-766-4761 -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Steven Pataray *Sent:* Friday, February 08, 2008 12:41 PM *To:* arslist@ARSLIST.ORG *Subject:* User Tool - Paste All ** I know I can create workflow for the User Tools Copy to New but how about the Copy All and Paste All. When my users do the Paste All to create a new Help Desk ticket it also pastes the Create Date. I would rather that it does not fill that field, so I'd want to NULL it out. Is there something I can do about that? AR Server: 6.03.00 patch 023 Mid-Tier Patch 21 Oracle 10gR1 HelpDesk 6.03 Thanks, Steve __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
User Tool - Paste All
I know I can create workflow for the User Tools Copy to New but how about the Copy All and Paste All. When my users do the Paste All to create a new Help Desk ticket it also pastes the Create Date. I would rather that it does not fill that field, so I'd want to NULL it out. Is there something I can do about that? AR Server: 6.03.00 patch 023 Mid-Tier Patch 21 Oracle 10gR1 HelpDesk 6.03 Thanks, Steve ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Line feeds in email templates using Windows ASP CDOSY
Hi Dwayne, Try Google'ing :vbCrLf That usually works for ASP. I use it in my email templates. On Jan 30, 2008 10:16 AM, Dwayne Martin [EMAIL PROTECTED] wrote: Hello Everyone, We have a Windows 2000 IIS 5 web server that uses CDONTS to send email templates to the Remedy system, . The ASP code that creates these templates inserts Chr(13) Chr(10) into the text to form line brakes. Now we are moving to a Windows 2003 IIS 6 server, and CDONTS doesn't work anymore, so we are trying CDOSYS. The trouble is CDOSYS doesn't recognize Chr(13) Chr(10), and our template comes congealed into one unintelligible paragraph. I tried google and got all sorts of ideas, including just Chr(10) but none of them seem to work. Anybody know the secret of getting line brakes to work with ASP CDOSYS? Dwayne Martin James Madison University -- Thanks Steven Pataray Senior Analyst, Help Desk Bank of Hawaii 909 Dillingham Blvd, Honolulu, HI. 96817 808 694-5078 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Virtualizing Remedy
Our company is starting to get heavy on creating Virtual Servers but none are production worthy yet because of the hardware on the physical server. How close are other companies getting where Virtualization for production machines are a reality? We are using Microsoft Virtual Servers at work but at home I play with Vmware products IMHO is better. I'd really like to get to the point where I can run a production Remedy server on a Virtual server so Disaster Recovery is as quick and cheap as a copy/paste. Or an production installation is as easy a download. Steve AR Server: 6.03.00 patch 023 Mid-Tier Patch 21 Oracle 10gR1 HelpDesk 6.03 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Ping
As for the Up and Down field, maybe have the results create a text file on the server then create a Menu of Menu Type of File to access the text file. Then connect the menu to a character field. Steve On 1/30/08, William H. Will Du Chene [EMAIL PROTECTED] wrote: Why not... 1.) Develop a form that contains the ip address, or host name of the machine that you want to ping. 2.) Develop a view form with a table field that queries the host form. 3.) Develop a simple Perl script and place it on your server to be run via an escalation every X minutes. The Perl script would then use the ARSPerl module to open up the host form within the AR System and retrieve a list of the hosts that it needs to contact. It would then cycle through each of the servers therein, and update the corrosponding server's host record within the AR System. The Perl script could use either one of the Net modules, or simply be a wrapper for the ping utility. Maybe you could even do something a bit more classy, such as open a connection to the any of the services that might be on the server and verify that they are available (for example, if this server is an IMAP server, your script could access an account, or if the server is a database server, it could create a row in a test table database) and collect the delta for the amount of time that the operation took and place that into the host record. From your control panel form, use an active link that updates every X time period. The idea being that any servers that are down, or services that would be unavailable would be visible within the control panel. Of course, the accuracy is limited by the delta in time that is present between the last run time of the script and the refresh on the control panel, but it should work fine for the average stuff. Besides, if it's a major network or service outage, the customers will be on the phone anyway... Just a thought... -- Will Du Chene [EMAIL PROTECTED] http://www.myspace.com/wduchene ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- Thanks Steven Pataray Senior Analyst, Help Desk Bank of Hawaii 909 Dillingham Blvd, Honolulu, HI. 96817 808 694-5078 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Setting values to the Advanced Search bar
So possibly it would work with my 6.3 but when I upgrade to 7.x it'll probably fail. I know that when we do searches now it does add other search variables to the string. You can see it when you go to the Actions--View Recent Searches. I remember Doug talking about adding other variables to the string so the admins could control what is being searched. Maybe that's why I never new about that field. But actually I don't have the option in my Admin tool to add as Frank suggested above. On 1/29/08, Misi Mladoniczky [EMAIL PROTECTED] wrote: Hi, I have had problems with field 1005, and support declared that it was not supported any more. This was in version 7.0. The problem was that the system added some strange things to the select statement when doing searches through the Windows Client. We had no workflow that modified the content of the field, it was enough that the field existed... Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia: * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. * RRR|Translator - Manage and automate your language translations. Find these products, and many free tools and utilities, at http://rrr.se. Add field a field to your with field id 1005, Search Bar. You can do this by opening a form, click tool bar Form and then Form Action fields. On Jan 28, 2008 4:30 PM, Arner, Todd [EMAIL PROTECTED] wrote: ** Have you looked into using the defined searches function? I don't remember if it is supported on the 6.3 mid-tier but it is on 7.x. You set the defined search from the Admin Tool by going to the view properties dialog of the form. Then to access the search click on the Search menu from the mid-tier or action menu from the user tool. HTH, Todd Arner Great Lakes Educational Loan Services Inc. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- This message was scanned by ESVA and is believed to be clean. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- Thanks Steven Pataray Senior Analyst, Help Desk Bank of Hawaii 909 Dillingham Blvd, Honolulu, HI. 96817 808 694-5078 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Setting values to the Advanced Search bar
Is there a way to program an active link to set values into the Advanced Search bar? What I want to do is provide my users help with doing searches in a Help Desk case by providing a dialog box or a set of buttons to push hardcoded searches to the Advanced Search bar. AR Server: 6.03.00 patch 023 Mid-Tier Patch 21 Oracle 10gR1 HelpDesk 6.03 -- Mahalo Steven Pataray Senior Analyst, Help Desk Bank of Hawaii 909 Dillingham Blvd, Honolulu, HI. 96817 808 694-5078 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: mid tier lock down URL
How does this hidden form normally open? If it's a dialog box then wouldn't you be able to create an AL Run if condition $OPERATION$ != DIALOG close the window. If it's not a dialog box then can you make it one? On Nov 28, 2007 11:59 AM, Mahan, Janet L [EQ] [EMAIL PROTECTED] wrote: ** Is there a simple way for someone that doesn't know a lot about creating/modifying web pages to keep users from changing the URL in the mid-tier and going directly to a form that they have hidden access to?? Janet Mahan Network Systems Administrator II EMBARQ Voice: 941-766-6199 | Wireless: 321-356-0128 | Fax: 941-766-6199 Email: [EMAIL PROTECTED] Voice | Data | Internet | Wireless | Entertainment This e-mail is the property of EMBARQ and may contain confidential and privileged material for the sole use of the intended recipient(s). Any review, use, distribution or disclosure by others is strictly prohibited. If you are not the intended recipient (or authorized to receive for the recipient), please contact the sender and delete all copies of the message. __20060125___This posting was submitted with HTML in it___ -- Thanks Steven Pataray Senior Analyst, Help Desk Bank of Hawaii 909 Dillingham Blvd, Honolulu, HI. 96817 808 694-5078 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Urgent - Cannot Get Emails to Send / Receive
Look through the email docs under troubleshooting and run the batch mode. Don't forget to logon to the server with the NT account. This should tell you what error's you are getting. Sometimes this can at least be a temporary workaround. Steve On 10/22/07, Pargeter, Christie [EMAIL PROTECTED] wrote: ** Outlook MAPI -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Baxter, Andrew *Sent:* Sunday, October 21, 2007 6:52 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Urgent - Cannot Get Emails to Send / Receive ** What are you using for your email transport? Outlook? SMTP? Thanks, Andrew Baxter Manager, Information Technology -- *From:* Jason Miller *Sent:* Sun 10/21/2007 9:43 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Urgent - Cannot Get Emails to Send / Receive ** Is the email service running as a domain user with permission to the mailbox? *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Shafqat Ayaz *Sent:* Sunday, October 21, 2007 1:23 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Urgent - Cannot Get Emails to Send / Receive ** Christie check the email account and the permissions again. this surely means that the ARS server is not contacting the email server. check whether the entries in the config form are properly configured and the passwords are there. But then this should have created errors in the error form, for example unable to log into the Mail server etc. Did the install go ok? worst comes to worst, maybe a re-install of the email engine?? shafqat *Pargeter, Christie [EMAIL PROTECTED]* wrote: ** There are 132 emails waiting to go out 1 to come in. I am not seeing anything in the Email Error Form or the Email stderr.log file. -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Shafqat Ayaz *Sent:* Sunday, October 21, 2007 10:22 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: Urgent - Cannot Get Emails to Send / Receive ** Christie can you create an entry in the email form and see if it goes out, or if it generates an error. thanks shafqat *Pargeter, Christie [EMAIL PROTECTED]* wrote: ** 1. Yes, I was able to send and receive emails on this account on Friday on my old ARS 5.2.1 server. Also, I did test this server last month to make sure it could send emails. At that time I was getting some Java errors. I got Remedy to tell me where to increase the memory java uses and it worked. Now it doesn't. 2. Nothing in the AR System Email Error Logs form. Thank you for asking even basic stuff...I have no idea where this could be broken. -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Shafqat Ayaz *Sent:* Sunday, October 21, 2007 10:05 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: Urgent - Cannot Get Emails to Send / Receive ** Hi Christie some basic things to check, I am not sure whether you have checked these or not, your email does not say 1. can you open Outlook on the server and send and recieve a message with the account you have set up? 2. check the email forms, especially the error form, this will give you an idea about what is going on. Any errors there? Kind Regards shafqat *Pargeter, Christie [EMAIL PROTECTED]* wrote: ** I have a brand new NT 6.3 server that I just put into production on Saturday.But my system is not sending or receiving emails. The Email service is starting properly...no error messages. Any ideas? NOTE: I have moved to a new office. My new phone number is: 503-574-3571. *Christie Pargeter * *Weyerhaeuser ** **Documentation Training* mailto:[EMAIL PROTECTED][EMAIL PROTECTED] * **Portland, OR* tel: 503-574-3571 fax: 253-928-1072 __20060125___This posting was submitted with HTML in it___ *Shafqat Ayaz* Break the Rules, Forgive Quickly, Kiss Slowly, Love Truly, Laugh Uncontrollably, And Never Regret anything that made you Smile.. __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ *Shafqat Ayaz* Break the Rules, Forgive Quickly, Kiss Slowly, Love Truly, Laugh Uncontrollably, And Never Regret anything that made you Smile.. __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com __20060125___This posting was submitted with HTML in it___
Re: How do you read the ARSList
Gmail is a great service, especially the Starred feature. As I read through the ARSlist and find something I could use in the future I can place a star on it to flag it. This will filter these starred emails within a separate folder so I can find quickly later. Very useful instead of having to manually search for it. On 9/27/07, L. J. Head [EMAIL PROTECTED] wrote: Gmail is a mail service like yahoo or hotmail (web based) but allows full Pop3 and SMTP. They give you almost 3Gig of mail storage and it uses Google search technology to search through your mailI've never had problems finding the mails I'm looking for -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L. Sent: Thursday, September 27, 2007 9:31 AM To: arslist@ARSLIST.ORG Subject: Re: How do you read the ARSList I'm not familiar with G-mail, but how are their search capabilities better than Outlook? I might want to try it sometime. Andy L. Mayfield Sr. System Operation Specialist Alabama Power Company Office: 8-226-1805 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Watson, Benjamin A. Sent: Tuesday, September 25, 2007 2:26 PM To: arslist@ARSLIST.ORG Subject: Re: How do you read the ARSList I use Outlook 2003 here as well and make use of rules, not by choice, but because it is what we have to use at work. If I had my preference, I'd like a GMail type interface, as the searching capability puts Outlook's to shame, and it is very easy to group e-mails into conversations by subject. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Rocky Rockwell Sent: Tuesday, September 25, 2007 2:19 PM To: arslist@ARSLIST.ORG Subject: Re: How do you read the ARSList I use Thunderbird w/filters *Rocky* Rocky Rockwell eMA Team - Remedy Developer [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] Ph#1: 214-567-8874 Ph#2: 325-884-1263 L. J. Head wrote: ** Same here *From:* Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] *On Behalf Of *Shellman, David *Sent:* Tuesday, September 25, 2007 1:13 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: How do you read the ARSList ** Using Outlook. I have a rule setup to move ARS List emails off to their own folder. Dave *From:* Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] *On Behalf Of *John Sundberg *Sent:* Tuesday, September 25, 2007 3:11 PM *To:* arslist@ARSLIST.ORG *Subject:* How do you read the ARSList ** I have been reading the list for years with just my email tool. I have filters etc... so it is not too bad. However, I am wondering what other people use -- as the volume is significant enough that a non-email strategy may be good. Any suggestions? -John -- John David Sundberg 235 East 6th Street, Suite 400B St. Paul, MN 55101 (651) 556-0930-work (651) 247-6766-cell (651) 695-8577-fax [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: CISCO IVR interface to ARS
Doug, We are trying to do screen pops with our VOIP system through Apropos and we couldn't get it to work with the Remedy Macro. Can you provide the actual command and macro you are passing to the Remedy Macro? I went as far as going to BMC and they said it wouldn't work because it's a bug with remedymacro. I'm also on 6.3 patch 19. I'm dying to get this to work. Thanks Steve Windows 2003 ARSystem 6.3 Patch 19 Mid-Tier 6.3 Patch 20 HelpDesk 6.3 Oracle 10gR1 On 8/24/07, Tanner, Doug [EMAIL PROTECTED] wrote: ** Yes, we just recently integrated (Screen Pops) CISCO with Remedy 6.3 (real Simple) Cisco invokes a Remedy Macro – that opens the Request form in a new mode, passes the employee id which performs a lookup. Doug Tanner -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Steve Brown *Sent:* Thursday, August 23, 2007 5:13 PM *To:* arslist@ARSLIST.ORG *Subject:* CISCO IVR interface to ARS ** We are in the process of going to a Voip phone system and integrating the CISCO IVR platform with our ARS 6.3 custom call center application. (currently we are using very old Edify with an analog ROLM solution) Has anyone interfaced ARS to the CISCO IVR software ? Steve [EMAIL PROTECTED] __20060125___This posting was submitted with HTML in it___ DISCLAIMER Important! This message is intended for the above named person(s) only and is CONFIDENTIAL AND PROPRIETARY. If you are not the intended recipient of this e-mail and have received it in error, please immediately notify the sender by return email and then delete it from your mailbox. This message may be protected by the attorney-client privilege and/or work product doctrine. Accessing, copying, disseminating or re-using any of the information contained in this e-mail by anyone other than the intended recipient is strictly prohibited. Finally, you should check this email and any attachments for the presence of viruses, as the sender accepts no liability for any damage caused by any virus transmitted by this email. Thank you. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Importing into Remedy
What is everyone using now to import csv files into Remedy from a batch file?? Before I upgraded to ARSystem 6.3 I was using a combination of arimportcmd.exe and 3rd party ARImport.exe by twenty4help.com. Both of those are not working for me anymore. ARImport only uses 5.1 Remedy DLL's and weird that arimportcmd.exe doesn't seem to work with any of my commands. No errors it just ends without doing anything. Are people running into the same issues as me or should I keep trying? Thanks Steve Windows 2003 ARSystem 6.3 Patch 19 Mid-Tier 6.3 Patch 20 HelpDesk 6.3 arimportcmd.exe patch 22 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Importing into Remedy
I emailed Candace directly and she provided me with her command line she was using. I noticed one parameter which I was not using the -l for logfile. I used it and it told me that my mapping file had an invalid field reference. One I fixe the mapping I was able to run the I emailed Candace directly and she provided me with her command line she was using. I noticed one parameter which I was not using the -l for logfile. I used it and it told me that my mapping file had an invalid field reference. Now I'm back in business. Thank you all! Steve ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Error 297: Admin released license too recently
If you can keep the Remedy User client available while you are testing and the Mid-Tier crashes, just logon to Remedy with that account On 7/12/07, Durrant, Michael M. - ITSD [EMAIL PROTECTED] wrote: Thanks to everyone that responded. I'm doing some testing using the Mid-Tier and things don't always end like I expect them to - mostly Internet Explorer crashing in a most spectacular fashion. Being the wily coyote that I am, I go back to the drawing board and try again... Except I can't login because the license didn't release. Something I failed to mention in my original message is that it's a Read license. As a workaround, I've created a series of test users instead of relying on my one. While I understand their logic for having this feature, it would be nice to have the option during development. Thanks again, Michael -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Thursday, July 12, 2007 11:50 AM To: arslist@ARSLIST.ORG Subject: Re: Error 297: Admin released license too recently Michael, I think... ( I have never tested it) if you were to stop an start the ARS server then you might be able to get around that limit. However, it would cause a total outage of your ARS server while your doing the stop/start process. And if your using even just the Service Desk application that process might take several minutes to 15 minutes. (Depending on several performance factors.) So I really doubt that this approach is a practical solution. Can you describe why this feature is a problem for you? -- 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 7/12/07, Durrant, Michael M. - ITSD [EMAIL PROTECTED] wrote: ** I can only release a license every 2 hours??? Is there somewhere I can change this??? Extremely frustrated... Thanks in advance, Michael ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are The information contained in this email may be privileged, confidential or otherwise protected from disclosure. All persons are advised that they may face penalties under state and federal law for sharing this information with unauthorized individuals. If you received this email in error, please reply to the sender that you have received this information in error. Also, please delete this email after replying to the sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Error 297: Admin released license too recently
Sorry it didn't take all my changes. Just logon back into Remedy using the User tool with whatever account you were using on the Mid-Tier and then logoff or close the User tool and it'll log that account out. From my understanding Mid-Tier cannot detect that you logged off when your browser crashes or you click on the X. But the User Tool is can detect this. This way works better than using the Admin tool since the App-Administrator's can perform it. For normal support users since I use AD to resolve I have the password field blank. When users call saying they can't log back in to Mid-Tier I just set a password, logon/logoff as them then blank the password out again. Thanks Steve On 7/13/07, Steven Pataray [EMAIL PROTECTED] wrote: If you can keep the Remedy User client available while you are testing and the Mid-Tier crashes, just logon to Remedy with that account On 7/12/07, Durrant, Michael M. - ITSD [EMAIL PROTECTED] wrote: Thanks to everyone that responded. I'm doing some testing using the Mid-Tier and things don't always end like I expect them to - mostly Internet Explorer crashing in a most spectacular fashion. Being the wily coyote that I am, I go back to the drawing board and try again... Except I can't login because the license didn't release. Something I failed to mention in my original message is that it's a Read license. As a workaround, I've created a series of test users instead of relying on my one. While I understand their logic for having this feature, it would be nice to have the option during development. Thanks again, Michael -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Thursday, July 12, 2007 11:50 AM To: arslist@ARSLIST.ORG Subject: Re: Error 297: Admin released license too recently Michael, I think... ( I have never tested it) if you were to stop an start the ARS server then you might be able to get around that limit. However, it would cause a total outage of your ARS server while your doing the stop/start process. And if your using even just the Service Desk application that process might take several minutes to 15 minutes. (Depending on several performance factors.) So I really doubt that this approach is a practical solution. Can you describe why this feature is a problem for you? -- 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 7/12/07, Durrant, Michael M. - ITSD [EMAIL PROTECTED] wrote: ** I can only release a license every 2 hours??? Is there somewhere I can change this??? Extremely frustrated... Thanks in advance, Michael ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are The information contained in this email may be privileged, confidential or otherwise protected from disclosure. All persons are advised that they may face penalties under state and federal law for sharing this information with unauthorized individuals. If you received this email in error, please reply to the sender that you have received this information in error. Also, please delete this email after replying to the sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Flashboard Qualification - Days since Last Modified
I'm very new to Flashboards so I don't know if I can code this or not. I would like to create a flashboard so my support staff knows how long its been since they have updated tickets. Some tickets may be in pending or maybe they forgot to call back the user in a while, so I think I want flashboards to display the amount of days since the oldest ticket has been updated. My management already runs a 15 day report showing this but I want the staff to know to update their tickets before their manager gets on their case. Does someone have a qualification simular to this? thanks Steve ARSystem/HelpDesk 6.3 patch 19 Clustered Oracle 10gR1 Windows 2003 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: This is a Weird one
Hi Katherine, Sounds like someone has been developing. Is it at the logon screen or if it's after you logon what form is it on? Which ever screen it's on, I would see when the last time it was updated. It may also have the logon id of who updated it. Thanks Steve On 5/16/07, Katherine Hoffner [EMAIL PROTECTED] wrote: ** Hi Listers... Question... On my opening page of Mid-Tier there has appeared 1/4 inch space the entire length of the page. The top of it says Test. I have never seen that before and dont know how to get rid of it. Has anyone seen that? -- Katherine __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Creating Folder on Network
Not sure if this was what you were looking for, but it's an option. I had used the attached vbs script (rename it with a .vbs extention) before with a button using a ACTIVE LINK RUN PROCESS in Remedy to auto-create a folder. I passed the $caseid$ to create the subfolder name then it opened the folder for the user. Obviously the $USER$ would need to have access to create the folder. Thanks Steve On 4/30/07, Mayfield, Andy L. [EMAIL PROTECTED] wrote: Is there a way to have ARS create a folder on a network drive through workflow? I've been searching through the documentation, but haven't found what I am looking for. Thanks, Andy L. Mayfield System Operation Specialist Alabama Power Company Office: 8-226-1805 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are If WScript.Arguments.Count = 0 Then Wscript.Echo Usage: CScript.exe createdir.vbs CASEID WScript.Quit End If ' replace the below server path to your own or remove it all and just keep use the Arguments input. CreateFolder(\\server\folder1\folder2\ Wscript.Arguments(0)) Function CreateFolder(folderName) On Error Resume Next Dim aFolders: aFolders = Split(folderName,\) Dim i Dim currentFolder Dim oFSO: Set oFSO = WScript.CreateObject(Scripting.FileSystemObject) For i = LBound(aFolders) to UBound(aFolders) currentFolder = currentFolder aFolders(i) \ If NOT oFSO.FolderExists(currentFolder) Then oFSO.CreateFolder(currentFolder) End If Next 'i If oFSO.FolderExists(folderName) Then CreateFolder = True Else CreateFolder = False End If Set s=CreateObject(WScript.Shell) s.Run(currentFolder) End Function
Using the AR System User Preference form
I haven't seen anyone on list asking about it so I'd thought I'd ask. Has anyone used the User Preference Form to keep custom default settings. For example if I have a support staff who all the time would like to set their Console View from the default of Myself to Any or Group. Since that option is not on the form, could I create this field on the User Preference Form so when they set that view on the Console it will automatically push the new settings to the AR System User Preference form, so the next time they logon it would read the User Preference form and set the Console View to the last settings? Thanks Steve ARS/HD 6.3 Windows 2003 Application Server Oracle 10gR1 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Date in Case number
Fred, That seemed to work very well, all in one filter. Here's my computed value incase someone can use it. ((( HD + DATENUM( , $DATE$)) + LPAD(DATENUM( mm, $DATE$), 2, 00)) + LPAD(DATENUM( dd, $DATE$), 2, 00)) + LPAD($Request ID$, 4, ) My result was: HD200704230010 Thanks Steve On 4/23/07, Grooms, Frederick W [EMAIL PROTECTED] wrote: ** Actually I would use a filter to push the value to the new field. Since a Push action occurs in Phase 2 the Entry ID is available for use. Simply do a filter that pushes the the same record your new field data Push Fields If: $Entry ID$ = 'Entry ID' Field: YourNewField Value: Your computed value Fred -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Steven Pataray *Sent:* Sunday, April 22, 2007 11:15 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Date in Case number ** I can create a character field that displayes the HDddmm using the LPAD and DATENUM functions in an Active link but I don't know how to get the next Entry ID since the LASTID would get the last entry id since I have to use Execute On After Submit. How could I be sure that I'll always get the correct sequence number if it's After Submit since someone else could possibly submit before the transaction is complete? Thanks guys, I can use your recommendations to fuel my justification not to do this. Steve On 4/22/07, Rick Cook [EMAIL PROTECTED] wrote: I agree with Matt - see if he can get by with just a displayed number that's formatted like he wants - create a new field into which to dump that reformatted Entry ID without mucking with what you already have. You could maybe compromise by agreeing to send that new field out in a few key notifications and/or use it for reports, without having to rebuild all of the workflow associated with Field ID #1. Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Saturday, April 21, 2007 6:30 PM To: arslist@ARSLIST.ORG Subject: Re: Date in Case number Steven, I would strongly suggest that you NOT alter the field 1 value. Add a new field. Do your business logic there and then propagate those changes to the table fields/forms of interest too. Simply add the time/cost of all of those changes and inform your management of the impact to the application and any future upgrades. See how much they think this is really worth. Generally I find that when you can use existing functionality (AKA: 'Create Date') and not have to do additional, expensive, and difficult to maintain enhancements appeals to most management types. -- 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 4/20/07, Steven Pataray [EMAIL PROTECTED] wrote: ** My managment would like to have a date included our HelpDesk Case number i.e. HD20070420x. The x would be the actual sequential case number. They would use this so they know what day a ticket was created. I really don't want to create another field with this number appended to each other since a lot of the reports and table queries are based on the Case number. Does anyone have any advise how I can achieve this? Thanks Steve ARS/HelpDesk 6.3 patch 19 Oracle 10g R1 Clustered Application server Windows 2003 __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Date in Case number
I'm not going to suggest to reset the index to at midnight. If I'm forced into doing this I would rather the index and the old Case ID be the same number so it can be searched by either method. I'm going to increase the to something more like 00 then possibly provide that in reports like what Rick suggested. Thanks for your input. Steve On 4/23/07, Reiser, John J [EMAIL PROTECTED] wrote: Steve, One word of caution with this method. Your index part of the new number will not reset on the next day. It may not even roll-over past properly. I never pushed the RequestID that far. I did a version of this for a material request form. First and Last Intials+Year+Month+Day+xx index. I had to basically build my own Next_ID form for each Material handler and reset it every night at 12:00:00 AM so each day's first request was like JR2007042201. I don't like data encoded into an id because someone will always ask you to extend it for yet another parameter. I try to tell them, Use the database search functions to retrieve what you need. That's why we built it. HTH, John J. Reiser Software Development Analyst Remedy Administrator/Developer Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Steven Pataray Sent: Monday, April 23, 2007 3:08 PM To: arslist@ARSLIST.ORG Subject: Re: Date in Case number ** Fred, That seemed to work very well, all in one filter. Here's my computed value incase someone can use it. ((( HD + DATENUM( , $DATE$)) + LPAD(DATENUM( mm, $DATE$), 2, 00)) + LPAD(DATENUM( dd, $DATE$), 2, 00)) + LPAD($Request ID$, 4, ) My result was: HD200704230010 Thanks Steve On 4/23/07, Grooms, Frederick W [EMAIL PROTECTED] wrote: ** Actually I would use a filter to push the value to the new field. Since a Push action occurs in Phase 2 the Entry ID is available for use. Simply do a filter that pushes the the same record your new field data Push Fields If: $Entry ID$ = 'Entry ID' Field: YourNewField Value: Your computed value Fred From: Action Request System discussion list(ARSList) [mailto: ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
OTB Flashboards on HelpDesk console.
Since we just got upgraded to ARS/HD 6.3 we've lost some real-estate on the Support/Management Consoles because of the teaser Flashboards on the right hand side. For those who did not purchase Flashboards, did anyone opt to remove them to get back the space? Thanks Steve ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Date in Case number
I can create a character field that displayes the HDddmm using the LPAD and DATENUM functions in an Active link but I don't know how to get the next Entry ID since the LASTID would get the last entry id since I have to use Execute On After Submit. How could I be sure that I'll always get the correct sequence number if it's After Submit since someone else could possibly submit before the transaction is complete? Thanks guys, I can use your recommendations to fuel my justification not to do this. Steve On 4/22/07, Rick Cook [EMAIL PROTECTED] wrote: I agree with Matt - see if he can get by with just a displayed number that's formatted like he wants - create a new field into which to dump that reformatted Entry ID without mucking with what you already have. You could maybe compromise by agreeing to send that new field out in a few key notifications and/or use it for reports, without having to rebuild all of the workflow associated with Field ID #1. Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Saturday, April 21, 2007 6:30 PM To: arslist@ARSLIST.ORG Subject: Re: Date in Case number Steven, I would strongly suggest that you NOT alter the field 1 value. Add a new field. Do your business logic there and then propagate those changes to the table fields/forms of interest too. Simply add the time/cost of all of those changes and inform your management of the impact to the application and any future upgrades. See how much they think this is really worth. Generally I find that when you can use existing functionality (AKA: 'Create Date') and not have to do additional, expensive, and difficult to maintain enhancements appeals to most management types. -- 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 4/20/07, Steven Pataray [EMAIL PROTECTED] wrote: ** My managment would like to have a date included our HelpDesk Case number i.e. HD20070420x. The x would be the actual sequential case number. They would use this so they know what day a ticket was created. I really don't want to create another field with this number appended to each other since a lot of the reports and table queries are based on the Case number. Does anyone have any advise how I can achieve this? Thanks Steve ARS/HelpDesk 6.3 patch 19 Oracle 10g R1 Clustered Application server Windows 2003 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Date in Case number
My managment would like to have a date included our HelpDesk Case number i.e. HD20070420x. The x would be the actual sequential case number. They would use this so they know what day a ticket was created. I really don't want to create another field with this number appended to each other since a lot of the reports and table queries are based on the Case number. Does anyone have any advise how I can achieve this? Thanks Steve ARS/HelpDesk 6.3 patch 19 Oracle 10g R1 Clustered Application server Windows 2003 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Unable to display out-of-the-box flashboard-ARERR[623] Authentica tion failed -
I had the same problem on my Mid-Tier 6.3. The password which you are setting in #2 is not the mid-tier password. That server password needs to match what's in the Remedy Admin tool - File - Server Information - Connection Settings Tab - Mid-Tier Administration Password field. Since by default the password in the Admin tool is blank this why when you leave the password blank in Mid-Tier that you don't get the error message. So you can type in any password but until you set the same password in the Admin tool you'll continue to get the error. Thanks Steve On 4/10/07, Siti Hawa Bee SHAIK FARID [EMAIL PROTECTED] wrote: ** My dear listers, After installing the mid-tier, I set the same Mid-Tier Administration Password at the followings : (1) Server Information -Connection setting in admin tool, (2) In Mid tier Remedy Configuration Tool- AR Server Setting - Admin Password When I relogin to Remedy User, all those flashboard at the side of the Helpdesk console encountered these msgs ARERR[623] Authentication failed. When I change back item (1) and (2) above to blank password, then the flashboard work. It's not advisable to leave the Mid-Tier Admin password blank, am I right?But when I set the password, then the flashboard don't works. Is there any other steps that I missed? Can anyone advice how to resolve this issue? ***Best Regards,* *Siti Hawa** Bee* *My Favourite Quote No person can be a great leader unless he takes genuine joy in successes of those under him - W A Nance* UOB EMAIL DISCLAIMER Any person receiving this email and any attachment(s) contained, shall treat the information as confidential and not misuse, copy, disclose, distribute or retain the information in any way that amounts to a breach of confidentiality. If you are not the intended recipient, please delete all copies of this email from your computer system. As the integrity of this message cannot be guaranteed, neither UOB nor any entity in the UOB Group shall be responsible for the contents. Any opinion in this email may not necessarily represent the opinion of UOB or any entity in the UOB Group. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: email template and carriage returns
Thanks Amanda. After I submitted this question to the list and after a whole day of testing and researching I found out that I needed to surround the entire paragraph between [$$ and $$] . I knew it was something easy like that but I could not find the information quick enough. I think your solution would also work as well since then it would be a continuation of the paragraph. Since it looks as if the email engine probably reads each line until it reaches an EOL character. Hopefully someone else reading this post will at least now have our solutions documented in this list. Thanks again Steve On 3/9/07, Pierce, Amanda (TBS) [EMAIL PROTECTED] wrote: ** Steve, We do the same thing and we experienced the same issue. I got around it by inserting || instead of a carriage return in the template. Then I have a filter on submit of the record to the ticket that replaces the || with an actual carriage return. *Amanda Pierce* *PDS Client Systems Development* *Technology Services* *Turner Broadcasting System, Inc* * * *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Steven Pataray *Sent:* Thursday, March 08, 2007 5:00 PM *To:* arslist@ARSLIST.ORG *Subject:* email template and carriage returns ** I just upgraded from ARS 4.03 to ARS 6.3. I've been using asp forms to send the email templates to my remedy email address to my HPD:HelpDesk form with no problems, pretty simple. I'm learned from trial and error that the new engine has the email instructions form and email template form to help process the new template schema. The problem I'm currently having is Carriage returns. When my email templates gets sent I append fields together to form the Description field formatted in an orderly matter. When I want a new line in my asp forms I just use the vbCrLf _ to create a hard return and the continuation line. For some reason when it gets parsed into the Email engine it doesn't know what to do. I read in prior posts that it will not take words like Name: in the fields because it'll translate it to a keyword. But I have not read any limitations to carriage returns or how to include it so the engine will like it. Does anyone have any experience with this? I just noticed that my Description field is unlimited (0 input length). Could that be some sort of reason? It's only affecting the Description field. Thanks Steve - ARS 6.3 HelpDesk 6.3 Oracle 10gR1 on separate clustered database server Windows server 2003 __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
email template and carriage returns
I just upgraded from ARS 4.03 to ARS 6.3. I've been using asp forms to send the email templates to my remedy email address to my HPD:HelpDesk form with no problems, pretty simple. I'm learned from trial and error that the new engine has the email instructions form and email template form to help process the new template schema. The problem I'm currently having is Carriage returns. When my email templates gets sent I append fields together to form the Description field formatted in an orderly matter. When I want a new line in my asp forms I just use the vbCrLf _ to create a hard return and the continuation line. For some reason when it gets parsed into the Email engine it doesn't know what to do. I read in prior posts that it will not take words like Name: in the fields because it'll translate it to a keyword. But I have not read any limitations to carriage returns or how to include it so the engine will like it. Does anyone have any experience with this? I just noticed that my Description field is unlimited (0 input length). Could that be some sort of reason? It's only affecting the Description field. Thanks Steve - ARS 6.3 HelpDesk 6.3 Oracle 10gR1 on separate clustered database server Windows server 2003 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Email notification problems
Did someone update the Configuration Console for Support Specifics--Step 5: Define Assignment Process? I think if you set the Skill Settings to Assign to First Individual it'll assign only to the first Individual of the group.There would be a Last Modified date from the console. Thanks Steve On 2/21/07, John Hanson [EMAIL PROTECTED] wrote: ** Hello all, Some time last week, the Help Desk form suddenly stopped sending out emails to groups. Instead, the logs show that Remedy is creating one email for only one of the group members instead of one email for each group member. This is only happening with Help Desk - CHG, TSK, and all of the custom apps are not experiencing this and are still sending to all group members. When I first had this issue, the folks in support told me to update the email engine to patch 19, so I did, and everything was fine up until about a week ago. I've gone through various logs and none of them have any records of issues near the time when this first began. Has anyone else seen this before, or have an idea of what might cause this? I'm restarting Remedy this evening to see if that fixes it, but I'd love to have any insight y'all can offer in case it comes up again. ARS 6.3 patch 18 Email engine 6.3 patch 19 Solaris 9 Oracle 9 Thanks, *John Hanson* ***Remedy Administrator/Developer The Standard*** 1100 SW Sixth Avenue Portland, OR 97204 Telephone (971) 321-7153 [EMAIL PROTECTED] __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Will deleting a Join form delete the data from the two Joined forms?
I created a Join between my HPD:HelpDesk and another form so I can do some comparisons. But it's causing weired problems from my Managment and Support Consoles saying ARERR [311] Field ID is not related to this form : 536870981. I know that field was one of the Joined form. So I now want to delete the Join form but when I try to delete it it says the usual Your form definition and all associated data will be removed(ARWARN 2107) Are you sure you want to delete form: Now if I delete it will it delete the data from those two joined forms? ARS 6.3 HelpDesk 6.3 Windows Server 2003 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Remedy: Disaster Recovery - Data Exports
I got my Sql backups running at midnight then I have batch files doing exports every 15 minutes via the Windows Scheduler of any form that would update. In the batch file it saves the arx files to the local server and to another server offsight. The query of course would be anything = $DATE$ since the database backup has it to midnight. It just overwrites the old data. We only create about 150 HelpDesk tickets daily so it's not so tasking on my server. I'm on ARS 4.0.3 righ now though. Then on the recovery end I got another batch file that will make sure the Remedy services are off then load the most current backed up database to the local server, then another batch to import the arx files. Then last to enable the Remedy services and I'm up. The recovery process takes only 10 minutes. Since I also copy the backed up SQL database file to my offsite server as well. We're about to go to ARS 6.3 so I'm not sure yet if this same process will work. The exports are actually the easy part since it's straight forward the fun part is the recovery. Steve On 11/4/06, Mosco, John D. [EMAIL PROTECTED] wrote: ** All, I am trying to find the best way to make sure that I have a good disaster revovery plan. I already set up SQL Backups full and diff etc. From my class two weeks ago (admin 2) it seems the best way to be able to bring your data back though is to do a data export and then import. Is there anyway to automate this on a schedule or do I need to have my junior admins just do this every day ? Thanks, John Mosco W01/GS-11 IT Coordinator Customer Support Manager PNG JFHQ J6 Com: 717-861-8143 DSN: 312-491-8143 Fax: 717-861-8414 'We the people' __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
