Re: Adding status reason column to overview console

[Cecil, Ken]

Here are my notes from when we added SLM Status of Incidents to the Overview 
Console.



o   On SHR:ARDBC_OverviewConsoleTemplate add a new field with the same 
properties as the SLM Status field on the HPD:Help Desk Form. "zhub_SLM Status" 
(Public permissions)


o   On SHR:ARDBC_OverviewConsole add a new field with the same properties as 
the SLM Status field on the HPD:Help Desk Form and the same ID as the 
SHR:ARDBC_OverviewConsoleTemplate field added above. "zhub_SLM Status" (Public 
permissions)


o   On SHR:Overview Console create a new column for the new field created above 
"zhub_col_SLM Status" (Public permissions)


o   Create an entry on the SHR:ARDBCfields form to map the Field ID of the SLM 
Status field on the HPD:Help Desk form to the field ID of the new zhub_SLM 
Status on the vendor form. Set the FormGUID of the entry to "MAINHELPDESK".



o   Kill arpluggin for it to restart.

Maybe you can compare what you did to that.
Ken.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Steve Kallestad
Sent: Wednesday, June 12, 2013 11:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: Adding status reason column to overview console

**
I just took a peek at a 7.6.4 environment and it's already mapped there as well.

Look for multiple records in SHR:ARDBCFields where MAINHELPDESK/100150 is 
mapped and slim it down to the one provided out of the box.

Then try adding in the field "ConsolidatedStatusReason" into your table and see 
if it's not populated for you already.  If it's still not populating a server 
restart couldn't hurt and you definitely need to flush the MT cache.  In the 
thick client clearing the arf/arv files is always good too.

Sounds to me like you've done everything right except maybe running into an 
already-mapped field.


On Wed, Jun 12, 2013 at 7:48 PM, Robert Gajic 
mailto:robert.ga...@lmal.com.au>> wrote:
**
Yeah I have taken a sql log and it is being queried (and no errors)

T2067.C1,C10,C7,C100164,C179,C23009,C301626500,C100217,C100218,C100163,C3,C100161,C100150
 FROM T2067 WHERE (((T2067.C23009 = 'MAINCHANGE') AND ((T2067.C100427 = 
'SGP0391') OR (T2067.C100427 = 'SGP0017') OR 
(T2067.C100427 = 'SGP0993') OR (T2067.C100427 = 
'SGP0029') OR (T2067.C100427 = 'SGP0186') OR 
(T2067.C100427 = 'SGP0026') OR (T2067.C100427 = 
'SGP0025')) AND (T2067.C11 = 'Australian Taxation Office') AND 
((T2067.C7 = 1) OR (T2067.C7 = 2) OR (T2067.C7 = 3) OR (T2067.C7 = 4) OR 
(T2067.C7 = 5) OR (T2067.C7 = 6) OR (T2067.C7 = 7) OR (T2067.C7 = 8) OR 
(T2067.C7 = 9))) OR ((T2067.C23009 = 'MAINHELPDESK') AND 
((T2067.C100079 = 'SGP0391') OR (T2067.C100079 = 
'SGP0017') OR (T2067.C100079 = 'SGP0993') OR 
(T2067.C100079 = 'SGP0029') OR (T2067.C100079 = 
'SGP0186') OR (T2067.C100079 = 'SGP00000026') OR 
(T2067.C100079 = 'SGP0025')) AND (T2067.C11 = 


From: Robert Gajic
Sent: Thursday, 13 June 2013 10:37 AM
To: 'arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>'
Subject: Adding status reason column to overview console

Hi Guys,

I have read articles in developer communities etc on how to do this but am 
still having trouble. This will be long winded but hopefully I can get some 
help on how to add status reason to overview console (incident to start with).
We are running with 7.6.03 (no patch) sql database on windows.



1.   Ensure that status reason exists on template form ( I went with Help 
Desk Status_Reason with field ID of 100150



2.   Add if not there, a record on the ARDBC Fields form for the mapping



3.   Added column for status reason (I added both consolidated status 
reason and status reason as I was experimenting with both and made sure 
permissions were given

4.   Killed plugin and eventually restarted arservice but nothing turns up 
under status reason.
Any thoughts would be very much appreciated!



Robert Gajic
ESMC Remedy Developer
Lockheed Martin Australia
Level 2, 53 Wentworth Avenue   Kingston ACT 2604 Australia
P.O. Box 6003   Kingston ACT 2604 Australia
E-mail: robert.ga...@lmal.com.au<mailto:robert.ga...@lmal.com.au>



This message is intended only for the use of the intended recipient(s) If you 
are not an intended recipient, you are hereby notified that any use, 
dissemination, disclosure or copying of this communication is strictly 
prohibited. If you have received this communication in error please destroy all 
copies of this message and its attachments and notify the s

Re: Adding status reason column to overview console

[Steve Kallestad]

I just took a peek at a 7.6.4 environment and it's already mapped there as
well.

Look for multiple records in SHR:ARDBCFields where MAINHELPDESK/100150
is mapped and slim it down to the one provided out of the box.

Then try adding in the field "ConsolidatedStatusReason" into your table and
see if it's not populated for you already.  If it's still not populating a
server restart couldn't hurt and you definitely need to flush the MT cache.
 In the thick client clearing the arf/arv files is always good too.

Sounds to me like you've done everything right except maybe running into an
already-mapped field.



On Wed, Jun 12, 2013 at 7:48 PM, Robert Gajic wrote:

> **
>
> Yeah I have taken a sql log and it is being queried (and no errors)
>
> ** **
>
>
> T2067.C1,C10,C7,C100164,C179,C23009,C301626500,C100217,C100218,C100163,C3,C100161,
> *C100150* FROM T2067 WHERE (((T2067.C23009 = 'MAINCHANGE') AND
> ((T2067.C100427 = 'SGP0391') OR (T2067.C100427 =
> 'SGP0017') OR (T2067.C100427 = 'SGP0993') OR
> (T2067.C100427 = 'SGP0029') OR (T2067.C100427 =
> 'SGP0186') OR (T2067.C100427 = 'SGP0026') OR
> (T2067.C100427 = 'SGP0025')) AND (T2067.C11 =
> 'Australian Taxation Office') AND ((T2067.C7 = 1) OR (T2067.C7 = 2) OR
> (T2067.C7 = 3) OR (T2067.C7 = 4) OR (T2067.C7 = 5) OR (T2067.C7 = 6) OR
> (T2067.C7 = 7) OR (T2067.C7 = 8) OR (T2067.C7 = 9))) OR ((T2067.C23009
> = 'MAINHELPDESK') AND ((T2067.C100079 = 'SGP0391') OR
> (T2067.C100079 = 'SGP0017') OR (T2067.C100079 =
> 'SGP0993') OR (T2067.C100079 = 'SGP0029') OR
> (T2067.C100079 = 'SGP0186') OR (T2067.C100079 =
> 'SGP00000026') OR (T2067.C100079 = 'SGP0025')) AND
> (T2067.C11 = ….
>
> ** **
>
> *From:* Robert Gajic
> *Sent:* Thursday, 13 June 2013 10:37 AM
> *To:* 'arslist@ARSLIST.ORG'
> *Subject:* Adding status reason column to overview console
>
> ** **
>
> Hi Guys,
>
> ** **
>
> I have read articles in developer communities etc on how to do this but am
> still having trouble. This will be long winded but hopefully I can get some
> help on how to add status reason to overview console (incident to start
> with).
>
> We are running with 7.6.03 (no patch) sql database on windows.
>
> ** **
>
> ** **
>
> **1.   **Ensure that status reason exists on template form ( I went
> with Help Desk Status_Reason with field ID of 100150
>
> 
>
> ** **
>
> **2.   **Add if not there, a record on the ARDBC Fields form for the
> mapping
>
> 
>
> ** **
>
> **3.   **Added column for status reason (I added both consolidated
> status reason and status reason as I was experimenting with both and made
> sure permissions were given
>
> **4.   **Killed plugin and eventually restarted arservice but nothing
> turns up under status reason.
>
> Any thoughts would be very much appreciated!
>
> ** **
>
> ** **
>
> *Robert Gajic*
>
> *ESMC Remedy Developer*
>
> *Lockheed Martin Australia*
>
> Level 2, 53 Wentworth Avenue   Kingston ACT 2604 Australia
>
> P.O. Box 6003   Kingston ACT 2604 Australia
>
> E-mail:* robert.ga...@lmal.com.au*
>
> [image: Description: uhyiuo]
>
> ** **
>
> --
> This message is intended only for the use of the intended recipient(s) If
> you are not an intended recipient, you are hereby notified that any use,
> dissemination, disclosure or copying of this communication is strictly
> prohibited. If you have received this communication in error please destroy
> all copies of this message and its attachments and notify the sender
> immediately
>  _ARSlist: "Where the Answers Are" and have been for 20 years_
>

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Re: Adding status reason column to overview console

[teresa S Fannin]

OK I am not on 7.6.04  but I bet this is the same.   Make sure the you use  the 
field "Status Reason Hidden"_ because Status Reason is a display only field.
Teresa
__
From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Robert Gajic [robert.ga...@lmal.com.au]
Sent: Wednesday, June 12, 2013 10:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: Adding status reason column to overview console

**
Yeah I have taken a sql log and it is being queried (and no errors)

T2067.C1,C10,C7,C100164,C179,C23009,C301626500,C100217,C100218,C100163,C3,C100161,C100150
 FROM T2067 WHERE (((T2067.C23009 = 'MAINCHANGE') AND ((T2067.C100427 = 
'SGP0391') OR (T2067.C100427 = 'SGP0017') OR 
(T2067.C100427 = 'SGP0993') OR (T2067.C100427 = 
'SGP0029') OR (T2067.C100427 = 'SGP0186') OR 
(T2067.C100427 = 'SGP0026') OR (T2067.C100427 = 
'SGP0025')) AND (T2067.C11 = 'Australian Taxation Office') AND 
((T2067.C7 = 1) OR (T2067.C7 = 2) OR (T2067.C7 = 3) OR (T2067.C7 = 4) OR 
(T2067.C7 = 5) OR (T2067.C7 = 6) OR (T2067.C7 = 7) OR (T2067.C7 = 8) OR 
(T2067.C7 = 9))) OR ((T2067.C23009 = 'MAINHELPDESK') AND 
((T2067.C100079 = 'SGP0391') OR (T2067.C100079 = 
'SGP0017') OR (T2067.C100079 = 'SGP0993') OR 
(T2067.C100079 = 'SGP0029') OR (T2067.C100079 = 
'SGP0186') OR (T2067.C100079 = 'SGP0026') OR 
(T2067.C100079 = 'SGP0025')) AND (T2067.C11 = ….

From: Robert Gajic
Sent: Thursday, 13 June 2013 10:37 AM
To: 'arslist@ARSLIST.ORG'
Subject: Adding status reason column to overview console

Hi Guys,

I have read articles in developer communities etc on how to do this but am 
still having trouble. This will be long winded but hopefully I can get some 
help on how to add status reason to overview console (incident to start with).
We are running with 7.6.03 (no patch) sql database on windows.



1.   Ensure that status reason exists on template form ( I went with Help 
Desk Status_Reason with field ID of 100150

[cid:image002.png@01CE6821.309EB540]



2.   Add if not there, a record on the ARDBC Fields form for the mapping

[cid:image003.png@01CE6821.DE495380]



3.   Added column for status reason (I added both consolidated status 
reason and status reason as I was experimenting with both and made sure 
permissions were given

4.   Killed plugin and eventually restarted arservice but nothing turns up 
under status reason.
Any thoughts would be very much appreciated!



Robert Gajic
ESMC Remedy Developer
Lockheed Martin Australia
Level 2, 53 Wentworth Avenue   Kingston ACT 2604 Australia
P.O. Box 6003   Kingston ACT 2604 Australia
E-mail: robert.ga...@lmal.com.au<mailto:robert.ga...@lmal.com.au>
[Description: uhyiuo]



This message is intended only for the use of the intended recipient(s) If you 
are not an intended recipient, you are hereby notified that any use, 
dissemination, disclosure or copying of this communication is strictly 
prohibited. If you have received this communication in error please destroy all 
copies of this message and its attachments and notify the sender immediately
_ARSlist: "Where the Answers Are" and have been for 20 years_

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
"Where the Answers Are, and have been for 20 years"
<><><>

Re: Adding status reason column to overview console

[Robert Gajic]

Yeah I have taken a sql log and it is being queried (and no errors)

T2067.C1,C10,C7,C100164,C179,C23009,C301626500,C100217,C100218,C100163,C3,C100161,C100150
 FROM T2067 WHERE (((T2067.C23009 = 'MAINCHANGE') AND ((T2067.C100427 = 
'SGP0391') OR (T2067.C100427 = 'SGP0017') OR 
(T2067.C100427 = 'SGP0993') OR (T2067.C100427 = 
'SGP0029') OR (T2067.C100427 = 'SGP0186') OR 
(T2067.C100427 = 'SGP0026') OR (T2067.C100427 = 
'SGP0025')) AND (T2067.C11 = 'Australian Taxation Office') AND 
((T2067.C7 = 1) OR (T2067.C7 = 2) OR (T2067.C7 = 3) OR (T2067.C7 = 4) OR 
(T2067.C7 = 5) OR (T2067.C7 = 6) OR (T2067.C7 = 7) OR (T2067.C7 = 8) OR 
(T2067.C7 = 9))) OR ((T2067.C23009 = 'MAINHELPDESK') AND 
((T2067.C100079 = 'SGP0391') OR (T2067.C100079 = 
'SGP0017') OR (T2067.C100079 = 'SGP0993') OR 
(T2067.C100079 = 'SGP0029') OR (T2067.C100079 = 
'SGP0186') OR (T2067.C100079 = 'SGP0026') OR 
(T2067.C100079 = 'SGP00000025')) AND (T2067.C11 = 


From: Robert Gajic
Sent: Thursday, 13 June 2013 10:37 AM
To: 'arslist@ARSLIST.ORG'
Subject: Adding status reason column to overview console

Hi Guys,

I have read articles in developer communities etc on how to do this but am 
still having trouble. This will be long winded but hopefully I can get some 
help on how to add status reason to overview console (incident to start with).
We are running with 7.6.03 (no patch) sql database on windows.



1.   Ensure that status reason exists on template form ( I went with Help 
Desk Status_Reason with field ID of 100150

[cid:image002.png@01CE6821.309EB540]



2.   Add if not there, a record on the ARDBC Fields form for the mapping

[cid:image003.png@01CE6821.DE495380]



3.   Added column for status reason (I added both consolidated status 
reason and status reason as I was experimenting with both and made sure 
permissions were given

4.   Killed plugin and eventually restarted arservice but nothing turns up 
under status reason.
Any thoughts would be very much appreciated!



Robert Gajic
ESMC Remedy Developer
Lockheed Martin Australia
Level 2, 53 Wentworth Avenue   Kingston ACT 2604 Australia
P.O. Box 6003   Kingston ACT 2604 Australia
E-mail: robert.ga...@lmal.com.au<mailto:robert.ga...@lmal.com.au>
[cid:image001.jpg@01CE6820.BFC676A0]



This message is intended only for the use of the intended recipient(s) If you 
are not an intended recipient, you are hereby notified that any use, 
dissemination, disclosure or copying of this communication is strictly 
prohibited. If you have received this communication in error please destroy all 
copies of this message and its attachments and notify the sender immediately

___
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Re: Adding status reason column to overview console

[Steve Kallestad]

I see that field as already mapped which *might* be a problem.  I've never
tried to map a field to multiple columns.  I'm not looking at 7.6.3 right
now though.

Generally when I'm having trouble doing this I'll do a SQL log and see if
the field I'm looking for is being queried for.  For me it's always a
simple problem - like forgetting to flush cache, misspelling MAINHELPDESK,
or the wrong number of 0s in the Field ID.


On Wed, Jun 12, 2013 at 5:36 PM, Robert Gajic wrote:

> **
>
> Hi Guys,
>
> ** **
>
> I have read articles in developer communities etc on how to do this but am
> still having trouble. This will be long winded but hopefully I can get some
> help on how to add status reason to overview console (incident to start
> with).
>
> We are running with 7.6.03 (no patch) sql database on windows.
>
> ** **
>
> ** **
>
> **1.   **Ensure that status reason exists on template form ( I went
> with Help Desk Status_Reason with field ID of 100150
>
> 
>
> ** **
>
> **2.   **Add if not there, a record on the ARDBC Fields form for the
> mapping
>
> 
>
> ** **
>
> **3.   **Added column for status reason (I added both consolidated
> status reason and status reason as I was experimenting with both and made
> sure permissions were given
>
> **4.   **Killed plugin and eventually restarted arservice but nothing
> turns up under status reason.
>
> Any thoughts would be very much appreciated!
>
> ** **
>
> ** **
>
> *Robert Gajic*
>
> *ESMC Remedy Developer*
>
> *Lockheed Martin Australia***
>
> Level 2, 53 Wentworth Avenue   Kingston ACT 2604 Australia
>
> P.O. Box 6003   Kingston ACT 2604 Australia
>
> E-mail:* robert.ga...@lmal.com.au*
>
> [image: Description: uhyiuo]
>
> ** **
>
> --
> This message is intended only for the use of the intended recipient(s) If
> you are not an intended recipient, you are hereby notified that any use,
> dissemination, disclosure or copying of this communication is strictly
> prohibited. If you have received this communication in error please destroy
> all copies of this message and its attachments and notify the sender
> immediately
>  _ARSlist: "Where the Answers Are" and have been for 20 years_

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
"Where the Answers Are, and have been for 20 years"
<><><>

Adding status reason column to overview console

[Robert Gajic]

Hi Guys,

I have read articles in developer communities etc on how to do this but am 
still having trouble. This will be long winded but hopefully I can get some 
help on how to add status reason to overview console (incident to start with).
We are running with 7.6.03 (no patch) sql database on windows.



1.   Ensure that status reason exists on template form ( I went with Help 
Desk Status_Reason with field ID of 100150

[cid:image002.png@01CE6821.309EB540]



2.   Add if not there, a record on the ARDBC Fields form for the mapping

[cid:image003.png@01CE6821.DE495380]



3.   Added column for status reason (I added both consolidated status 
reason and status reason as I was experimenting with both and made sure 
permissions were given

4.   Killed plugin and eventually restarted arservice but nothing turns up 
under status reason.
Any thoughts would be very much appreciated!



Robert Gajic
ESMC Remedy Developer
Lockheed Martin Australia
Level 2, 53 Wentworth Avenue   Kingston ACT 2604 Australia
P.O. Box 6003   Kingston ACT 2604 Australia
E-mail: robert.ga...@lmal.com.au
[cid:image001.jpg@01CE6820.BFC676A0]



This message is intended only for the use of the intended recipient(s) If you 
are not an intended recipient, you are hereby notified that any use, 
dissemination, disclosure or copying of this communication is strictly 
prohibited. If you have received this communication in error please destroy all 
copies of this message and its attachments and notify the sender immediately

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
"Where the Answers Are, and have been for 20 years"
<><><>