Any clue why this is happening?

[Pruitt, Christopher (Bank of America Account)]

Hello All,

We are stumped on an issue and was hoping someone on the list would have an 
idea why this would be occurring after upgrading from ARS version 7.1 with it 
works on to 7.6.04 and now it does not. This is regarding Emails being 
generated in a Filter by Notify contain a Subject line without variable 
substitution. The message text is working okay.  Any ideas?

Here are the details:

The filter has the following set on it.

Set Fields  From: Task_Details_Join

Set Field If
'Task_Details_Request_ID' = $Request ID$

If No Requests Match: Set Fields to $NULL$
If Multiple Requests Match: Use First Matching Request

Field Mapping:
Field Name  Value
TempChar1   $OrderNumber$
TempChar2   $LineTicketNumber$

Notify
Notify Text: Order $TempChar1$, ticket number $TempChar2$, the task $Full Task 
Name$ has been assigned to you as of $TIMESTAMP$.
User Name: $Assigned_To_Email_Address$
Priority: 0
Mechanism: Email
Subject: Order $TempChar1$ / # $TempChar2$ has a Task that has been assigned to 
you.

Include Fields: None

When we check the filter log it shows
Checking " TASK-GA710-NOTAFY- New_Assignee`!" (710)
>--> Passed -- perform actions
> 0: Set Fields
>   TempChar1 (6) = ORDER_TIC-0971986
>   TempChar2 (60001) = 8097764-001
> 1: Notify
>   Priority: 0   Mechanism: Email   To: 
> test...@hp.com
>   Order ORDER_TIC-0971986, ticket number 8097764-001, the 
> task 1.00.01 Add Line Item has been assigned to you as of 06/19/13 13:34:31.
> Order   / #  has a Task that has been assigned to you.

So you can see the Text did set the variables:

TempChar1 and TempChar2 but the same two variables are also used on the Subject 
line and it just sets blank values in there. We have triple checked to make 
sure that the same variables are used in the Set Fields, Notify Subject and 
Notify Text and yet the Subject line the variables are NULL.

Any clues as to why this is occurring after an upgrade?

Our environment:
Server OS: HP-UX B.11.31
Database: Oracle 10.2.0.4.0 - 64bi
Database Client Libraries: Oracle 11.2.0
Remedy ARS version: 7.6.04 SP4 201209051922


Christopher Pruitt
Business Consulting III
Remedy Developer
BMC Certified Administrator: BMC Remedy AR System 7.6.04

HP Enterprises Services
christopher.pru...@hp.com
www.hp.com



Confidentiality Notice: This message and any files transmitted with it are 
intended for the sole use of the entity or individual to whom it is addressed, 
and may contain information that is confidential, privileged, and exempt from 
disclosure under applicable law. If you are not the intended addressee for this 
e-mail, you are hereby notified that any copying, distribution, or 
dissemination of this e-mail is strictly prohibited. If you have received this 
e-mail in error, please immediately destroy, erase, or discard this message. 
Please notify the sender immediately by return e-mail if you have received this 
e-mail by mistake.




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Re: Any clue why this is happening?

[Andrew Fremont]

Not sure if it related to the problem you're seeing. I remember there is
permission issue with the fields being used on the email subject line.
Are they public view?

Andrew


On Wed, Jun 19, 2013 at 2:51 PM, Pruitt, Christopher (Bank of America
Account)  wrote:

> **
>  Hello All,
>
> We are stumped on an issue and was hoping someone on the list would have
> an idea why this would be occurring after upgrading from ARS version 7.1
> with it works on to 7.6.04 and now it does not. This is regarding Emails
> being generated in a Filter by Notify contain a Subject line without
> variable substitution. The message text is working okay. Any ideas?
>
> Here are the details:
>
> The filter has the following set on it.
>
> Set Fields  From: Task_Details_Join
>
> Set Field If
> 'Task_Details_Request_ID' = $Request ID$
>
> If No Requests Match: Set Fields to $NULL$
> If Multiple Requests Match: Use First Matching Request
>
> Field Mapping:
> Field Name   Value
> TempChar1   $OrderNumber$
> TempChar2   $LineTicketNumber$
>
> Notify
> Notify Text: Order $TempChar1$, ticket number $TempChar2$, the task $Full
> Task Name$ has been assigned to you as of $TIMESTAMP$.
> User Name: $Assigned_To_Email_Address$
> Priority: 0
> Mechanism: Email
> Subject: Order $TempChar1$ / # $TempChar2$ has a Task that has been
> assigned to you.
>
> Include Fields: None
>
> When we check the filter log it shows
> Checking " TASK-GA710-NOTAFY- New_Assignee`!" (710)
> >--> Passed -- perform actions
> > 0: Set Fields
> >   TempChar1 (6) = ORDER_TIC-0971986
> >   TempChar2 (60001) = 8097764-001
> > 1: Notify
> >   Priority: 0   Mechanism: Email   To: 
> > *tester1**@hp.com*
> >   Order ORDER_TIC-0971986, ticket number 8097764-001,
> the task 1.00.01 Add Line Item has been assigned to you as of 06/19/13
> 13:34:31.
> > Order   / #  has a Task that has been assigned to you.
>
> So you can see the Text did set the variables:
>
> TempChar1 and TempChar2 but the same two variables are also used on the
> Subject line and it just sets blank values in there. We have triple checked
> to make sure that the same variables are used in the Set Fields, Notify
> Subject and Notify Text and yet the Subject line the variables are NULL.
>
> Any clues as to why this is occurring after an upgrade?
>
> Our environment:
> Server OS: HP-UX B.11.31
> Database: Oracle 10.2.0.4.0 - 64bi
> Database Client Libraries: Oracle 11.2.0
> Remedy ARS version: 7.6.04 SP4 201209051922
>
>
> *Christopher Pruitt*
> Business Consulting III
> Remedy Developer
> BMC Certified Administrator: BMC Remedy AR System 7.6.04
> *HP Enterprises Services
> **christopher.pru...@hp.com
> **www.hp.com* 
>
>
> *Confidentiality Notice:* This message and any files transmitted with it
> are intended for the sole use of the entity or individual to whom it is
> addressed, and may contain information that is confidential, privileged,
> and exempt from disclosure under applicable law. If you are not the
> intended addressee for this e-mail, you are hereby notified that any
> copying, distribution, or dissemination of this e-mail is strictly
> prohibited. If you have received this e-mail in error, please immediately
> destroy, erase, or discard this message. Please notify the sender
> immediately by return e-mail if you have received this e-mail by mistake.
>
>
>
>  _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Any clue why this is happening?

[Rick Westbrock]

Christopher-

I am on 7.6.04 SP2 and ran into the same thing recently. We have plenty of 
messages that go out with variables being evaluated properly in the Subject 
field however when I was adding a notification action to a filter recently it 
just would not evaluate field X in the Subject but it evaluated it no problem 
in the Body of the message. It wasn't mission critical and I didn't have the 
cycles to spend running it down at the time.

I had thought that for a field to be sent out in an e-mail notification it must 
have Public permissions, however field X is evaluated in the Body even without 
Public permissions. Below is an example of what I am seeing, the value of the 
Request ID should be just before the hyphen in the Subject.

Subject:
Support Request  - Work History Update Received

Body:
A Work History Update was received for support request ABCD0001701

The subject line should have instead been "Support Request ABCD0001701 - 
Work History Update Received".


-Rick

___
Rick Westbrock
QMX Support Services

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew Fremont
Sent: Wednesday, June 19, 2013 15:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: Any clue why this is happening?

**
Not sure if it related to the problem you're seeing. I remember there is 
permission issue with the fields being used on the email subject line.
Are they public view?

Andrew

On Wed, Jun 19, 2013 at 2:51 PM, Pruitt, Christopher (Bank of America Account) 
mailto:christopher.pru...@hp.com>> wrote:
**
Hello All,

We are stumped on an issue and was hoping someone on the list would have an 
idea why this would be occurring after upgrading from ARS version 7.1 with it 
works on to 7.6.04 and now it does not. This is regarding Emails being 
generated in a Filter by Notify contain a Subject line without variable 
substitution. The message text is working okay. Any ideas?

Here are the details:

The filter has the following set on it.

Set Fields  From: Task_Details_Join

Set Field If
'Task_Details_Request_ID' = $Request ID$

If No Requests Match: Set Fields to $NULL$
If Multiple Requests Match: Use First Matching Request

Field Mapping:
Field Name   Value
TempChar1   $OrderNumber$
TempChar2   $LineTicketNumber$

Notify
Notify Text: Order $TempChar1$, ticket number $TempChar2$, the task $Full Task 
Name$ has been assigned to you as of $TIMESTAMP$.
User Name: $Assigned_To_Email_Address$
Priority: 0
Mechanism: Email
Subject: Order $TempChar1$ / # $TempChar2$ has a Task that has been assigned to 
you.

Include Fields: None

When we check the filter log it shows
Checking " TASK-GA710-NOTAFY- New_Assignee`!" (710)
>--> Passed -- perform actions
> 0: Set Fields
>   TempChar1 (6) = ORDER_TIC-0971986
>   TempChar2 (60001) = 8097764-001
> 1: Notify
>   Priority: 0   Mechanism: Email   To: 
> test...@hp.com<mailto:gregg.lil...@hp.com>
>   Order ORDER_TIC-0971986, ticket number 8097764-001, the 
> task 1.00.01 Add Line Item has been assigned to you as of 06/19/13 13:34:31.
> Order   / #  has a Task that has been assigned to you.

So you can see the Text did set the variables:

TempChar1 and TempChar2 but the same two variables are also used on the Subject 
line and it just sets blank values in there. We have triple checked to make 
sure that the same variables are used in the Set Fields, Notify Subject and 
Notify Text and yet the Subject line the variables are NULL.

Any clues as to why this is occurring after an upgrade?

Our environment:
Server OS: HP-UX B.11.31
Database: Oracle 10.2.0.4.0 - 64bi
Database Client Libraries: Oracle 11.2.0
Remedy ARS version: 7.6.04 SP4 201209051922


Christopher Pruitt
Business Consulting III
Remedy Developer
BMC Certified Administrator: BMC Remedy AR System 7.6.04
HP Enterprises Services
christopher.pru...@hp.com<mailto:christopher.pru...@hp.com>
www.hp.com<http://www.hp.com/>


Confidentiality Notice: This message and any files transmitted with it are 
intended for the sole use of the entity or individual to whom it is addressed, 
and may contain information that is confidential, privileged, and exempt from 
disclosure under applicable law. If you are not the intended addressee for this 
e-mail, you are hereby notified that any copying, distribution, or 
dissemination of this e-mail is strictly prohibited. If you have received this 
e-mail in error, please immediately destroy, erase, or discard this message. 
Please notify the sender immediately by return e-mail if you have received this 
e-mail by mistake.



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

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

Important: This emai

Re: Any clue why this is happening?

[Joe D'Souza]

Are these variables display only? Were they display only in 7.1

 

Reason I ask is I see a `! at the end of the filter name which means you are
wanting to by pass the filter phase and have the filter fire in the first
stage when those values are not reset to NULL. Somehow that is probably not
happening correctly. Does your log say anything to the effect that its
overriding the filter phase?

 

You may want to eliminate that the phase override is working correctly.

 

Cheers

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pruitt, Christopher (Bank of
America Account)
Sent: Wednesday, June 19, 2013 5:51 PM
To: arslist@ARSLIST.ORG
Subject: Any clue why this is happening?

 

Hello All,

 

We are stumped on an issue and was hoping someone on the list would have an
idea why this would be occurring after upgrading from ARS version 7.1 with
it works on to 7.6.04 and now it does not. This is regarding Emails being
generated in a Filter by Notify contain a Subject line without variable
substitution. The message text is working okay. Any ideas?

 

Here are the details:

 

The filter has the following set on it.

 

Set Fields  From: Task_Details_Join

 

Set Field If

'Task_Details_Request_ID' = $Request ID$

 

If No Requests Match: Set Fields to $NULL$

If Multiple Requests Match: Use First Matching Request

 

Field Mapping:

Field Name   Value   

TempChar1   $OrderNumber$

TempChar2   $LineTicketNumber$

 

Notify  

Notify Text: Order $TempChar1$, ticket number $TempChar2$, the task $Full
Task Name$ has been assigned to you as of $TIMESTAMP$.

User Name: $Assigned_To_Email_Address$

Priority: 0

Mechanism: Email

Subject: Order $TempChar1$ / # $TempChar2$ has a Task that has been assigned
to you.

 

Include Fields: None

 

When we check the filter log it shows 

Checking " TASK-GA710-NOTAFY- New_Assignee`!" (710)

>--> Passed -- perform actions

> 0: Set Fields

>   TempChar1 (6) = ORDER_TIC-0971986

>   TempChar2 (60001) = 8097764-001

> 1: Notify

>   Priority: 0   Mechanism: Email   To: test...@hp.com
<mailto:gregg.lil...@hp.com> 

>   Order ORDER_TIC-0971986, ticket number 8097764-001, the
task 1.00.01 Add Line Item has been assigned to you as of 06/19/13 13:34:31.

> Order   / #  has a Task that has been assigned to you.

 

So you can see the Text did set the variables:

 

TempChar1 and TempChar2 but the same two variables are also used on the
Subject line and it just sets blank values in there. We have triple checked
to make sure that the same variables are used in the Set Fields, Notify
Subject and Notify Text and yet the Subject line the variables are NULL. 

 

Any clues as to why this is occurring after an upgrade?

 

Our environment:

Server OS: HP-UX B.11.31

Database: Oracle 10.2.0.4.0 - 64bi

Database Client Libraries: Oracle 11.2.0

Remedy ARS version: 7.6.04 SP4 201209051922

 

 

Christopher Pruitt 
Business Consulting III

Remedy Developer

BMC Certified Administrator: BMC Remedy AR System 7.6.04

HP Enterprises Services
christopher.pru...@hp.com
www.hp.com <http://www.hp.com/>  



 

 

Confidentiality Notice: This message and any files transmitted with it are
intended for the sole use of the entity or individual to whom it is
addressed, and may contain information that is confidential, privileged, and
exempt from disclosure under applicable law. If you are not the intended
addressee for this e-mail, you are hereby notified that any copying,
distribution, or dissemination of this e-mail is strictly prohibited. If you
have received this e-mail in error, please immediately destroy, erase, or
discard this message. Please notify the sender immediately by return e-mail
if you have received this e-mail by mistake.

 

 

 

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

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Re: Any clue why this is happening?

[Susan Palmer]

I actually have a similar problem on v7.5.  It's on a notification email
filter that has been working for several versions and worked fine for at
least 1-2 years on v7.5.  Then I went into the filter, probably the first
change since we went to v7.5, and made an adjustment to the body and since
then the Case ID will not show the value in the Subject line, only the
$Ticket ID$ field label.   I've tried everything I can think of, including
recreation, and it continues to do.  I'm not touching the other similar
filters I have!

We're in the process of upgrading to v8.1 so I won't be spending more time
on it and I'm curious to see how the new version does it.

These are filters that were initially created in v5 10 years ago.

Susan


On Wed, Jun 19, 2013 at 4:51 PM, Pruitt, Christopher (Bank of America
Account)  wrote:

> **
>  Hello All,
>
> We are stumped on an issue and was hoping someone on the list would have
> an idea why this would be occurring after upgrading from ARS version 7.1
> with it works on to 7.6.04 and now it does not. This is regarding Emails
> being generated in a Filter by Notify contain a Subject line without
> variable substitution. The message text is working okay. Any ideas?
>
> Here are the details:
>
> The filter has the following set on it.
>
> Set Fields  From: Task_Details_Join
>
> Set Field If
> 'Task_Details_Request_ID' = $Request ID$
>
> If No Requests Match: Set Fields to $NULL$
> If Multiple Requests Match: Use First Matching Request
>
> Field Mapping:
> Field Name   Value
> TempChar1   $OrderNumber$
> TempChar2   $LineTicketNumber$
>
> Notify
> Notify Text: Order $TempChar1$, ticket number $TempChar2$, the task $Full
> Task Name$ has been assigned to you as of $TIMESTAMP$.
> User Name: $Assigned_To_Email_Address$
> Priority: 0
> Mechanism: Email
> Subject: Order $TempChar1$ / # $TempChar2$ has a Task that has been
> assigned to you.
>
> Include Fields: None
>
> When we check the filter log it shows
> Checking " TASK-GA710-NOTAFY- New_Assignee`!" (710)
> >--> Passed -- perform actions
> > 0: Set Fields
> >   TempChar1 (6) = ORDER_TIC-0971986
> >   TempChar2 (60001) = 8097764-001
> > 1: Notify
> >   Priority: 0   Mechanism: Email   To: 
> > *tester1**@hp.com*
> >   Order ORDER_TIC-0971986, ticket number 8097764-001,
> the task 1.00.01 Add Line Item has been assigned to you as of 06/19/13
> 13:34:31.
> > Order   / #  has a Task that has been assigned to you.
>
> So you can see the Text did set the variables:
>
> TempChar1 and TempChar2 but the same two variables are also used on the
> Subject line and it just sets blank values in there. We have triple checked
> to make sure that the same variables are used in the Set Fields, Notify
> Subject and Notify Text and yet the Subject line the variables are NULL.
>
> Any clues as to why this is occurring after an upgrade?
>
> Our environment:
> Server OS: HP-UX B.11.31
> Database: Oracle 10.2.0.4.0 - 64bi
> Database Client Libraries: Oracle 11.2.0
> Remedy ARS version: 7.6.04 SP4 201209051922
>
>
> *Christopher Pruitt*
> Business Consulting III
> Remedy Developer
> BMC Certified Administrator: BMC Remedy AR System 7.6.04
> *HP Enterprises Services
> **christopher.pru...@hp.com
> **www.hp.com* 
>
>
> *Confidentiality Notice:* This message and any files transmitted with it
> are intended for the sole use of the entity or individual to whom it is
> addressed, and may contain information that is confidential, privileged,
> and exempt from disclosure under applicable law. If you are not the
> intended addressee for this e-mail, you are hereby notified that any
> copying, distribution, or dissemination of this e-mail is strictly
> prohibited. If you have received this e-mail in error, please immediately
> destroy, erase, or discard this message. Please notify the sender
> immediately by return e-mail if you have received this e-mail by mistake.
>
>
>
>  _ARSlist: "Where the Answers Are" and have been for 20 years_

___
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<>

Re: Any clue why this is happening?

[Pruitt, Christopher (Bank of America Account)]

Hello All,

I want to thank for everyone for the always valuable input and indeed it was a 
permission issue. I have no idea why the fields in the subject needs public 
view but the fields in the message body do not. In any case, we have it working 
now. Now the task of identifying the hundreds of filters and their forms that 
have this condition begins. Oh what fun that will be.

Again thank all of you,

Christopher Pruitt
Business Consulting III
Remedy Developer
BMC Certified Administrator: BMC Remedy AR System 7.6.04
HP Enterprises Services
christopher.pru...@hp.com
www.hp.com<http://www.hp.com/>
[HP_logo]


Confidentiality Notice: This message and any files transmitted with it are 
intended for the sole use of the entity or individual to whom it is addressed, 
and may contain information that is confidential, privileged, and exempt from 
disclosure under applicable law. If you are not the intended addressee for this 
e-mail, you are hereby notified that any copying, distribution, or 
dissemination of this e-mail is strictly prohibited. If you have received this 
e-mail in error, please immediately destroy, erase, or discard this message. 
Please notify the sender immediately by return e-mail if you have received this 
e-mail by mistake.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling
Sent: Wednesday, June 19, 2013 9:53 PM
To: arslist@ARSLIST.ORG
Subject: Re: Any clue why this is happening?

**
I also had an issue with field references not showing on the first update I 
made to some notification actions after moving workflow from 6.0 to 7.5 
(patch5,6,or 7 - not sure which) - they worked until I went in to modify them.  
One suspect was a field ending with a plus sign (+), which I think was worked 
around by setting its value to temp field and using that in the notice instead.

In regards to the subject line question, it does seem like some permission 
issue there had to be worked around too - if you don't want to change the 
actual field to have Public permissions, use a temp field that has Public 
permissions & set it to the value & use that temp field in the subject line.  I 
think that worked for me.

This is partially from memory, may not be exactly accurate.

David Durling
University of Georgia


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Susan Palmer
Sent: Wednesday, June 19, 2013 10:12 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Any clue why this is happening?

**
I actually have a similar problem on v7.5.  It's on a notification email filter 
that has been working for several versions and worked fine for at least 1-2 
years on v7.5.  Then I went into the filter, probably the first change since we 
went to v7.5, and made an adjustment to the body and since then the Case ID 
will not show the value in the Subject line, only the $Ticket ID$ field label.  
 I've tried everything I can think of, including recreation, and it continues 
to do.  I'm not touching the other similar filters I have!
We're in the process of upgrading to v8.1 so I won't be spending more time on 
it and I'm curious to see how the new version does it.
These are filters that were initially created in v5 10 years ago.

Susan

On Wed, Jun 19, 2013 at 4:51 PM, Pruitt, Christopher (Bank of America Account) 
mailto:christopher.pru...@hp.com>> wrote:
**
Hello All,

We are stumped on an issue and was hoping someone on the list would have an 
idea why this would be occurring after upgrading from ARS version 7.1 with it 
works on to 7.6.04 and now it does not. This is regarding Emails being 
generated in a Filter by Notify contain a Subject line without variable 
substitution. The message text is working okay. Any ideas?

Here are the details:

The filter has the following set on it.

Set Fields  From: Task_Details_Join

Set Field If
'Task_Details_Request_ID' = $Request ID$

If No Requests Match: Set Fields to $NULL$
If Multiple Requests Match: Use First Matching Request

Field Mapping:
Field Name   Value
TempChar1   $OrderNumber$
TempChar2   $LineTicketNumber$

Notify
Notify Text: Order $TempChar1$, ticket number $TempChar2$, the task $Full Task 
Name$ has been assigned to you as of $TIMESTAMP$.
User Name: $Assigned_To_Email_Address$
Priority: 0
Mechanism: Email
Subject: Order $TempChar1$ / # $TempChar2$ has a Task that has been assigned to 
you.

Include Fields: None

When we check the filter log it shows
Checking " TASK-GA710-NOTAFY- New_Assignee`!" (710)
>--> Passed -- perform actions
> 0: Set Fields
>   TempChar1 (6) = ORDER_TIC-0971986
>   TempChar2 (60001) = 8097764-001
> 1: Notify
>   Priority: 0   Mechanism: Email   To: 
> test...@hp.com<mailto:gregg.lil...@hp.com>
>   Order ORD

Re: Any clue why this is happening?

[Misi Mladoniczky]

Hi,

I have an active defect SW00447306 that is related to the Body (Message Text).

Inline fields there did not need to be public before version 8.0, but the
behavior apparently changed in version 8.0...

The selected fields (not inline) has always been subject to permissions, but
inline fields did not.

An inline field is somthing you put in the text such as:
Dear $Name$, you request $Short Description$ has been registered.

This may be slightly off topic, but when investigating this I also found out
that you can now set filters to run with the permissions of the User as well
as the System. This would be ideal to handle this situation where we as
developers can choose which setting to use for the Notify-filter.
Unfortunately this had no effect on the Notify filter at all...

Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11/12):
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.

> Hello All,
>
> I want to thank for everyone for the always valuable input and indeed it was a
> permission issue. I have no idea why the fields in the subject needs public
> view but the fields in the message body do not. In any case, we have it
> working now. Now the task of identifying the hundreds of filters and their
> forms that have this condition begins. Oh what fun that will be.
>
> Again thank all of you,
>
> Christopher Pruitt
> Business Consulting III
> Remedy Developer
> BMC Certified Administrator: BMC Remedy AR System 7.6.04
> HP Enterprises Services
> christopher.pru...@hp.com
> www.hp.com<http://www.hp.com/>
> [HP_logo]
>
>
> Confidentiality Notice: This message and any files transmitted with it are
> intended for the sole use of the entity or individual to whom it is addressed,
> and may contain information that is confidential, privileged, and exempt from
> disclosure under applicable law. If you are not the intended addressee for
> this e-mail, you are hereby notified that any copying, distribution, or
> dissemination of this e-mail is strictly prohibited. If you have received this
> e-mail in error, please immediately destroy, erase, or discard this message.
> Please notify the sender immediately by return e-mail if you have received
> this e-mail by mistake.
>
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling
> Sent: Wednesday, June 19, 2013 9:53 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Any clue why this is happening?
>
> **
> I also had an issue with field references not showing on the first update I
> made to some notification actions after moving workflow from 6.0 to 7.5
> (patch5,6,or 7 - not sure which) - they worked until I went in to modify them.
>  One suspect was a field ending with a plus sign (+), which I think was worked
> around by setting its value to temp field and using that in the notice
> instead.
>
> In regards to the subject line question, it does seem like some permission
> issue there had to be worked around too - if you don't want to change the
> actual field to have Public permissions, use a temp field that has Public
> permissions & set it to the value & use that temp field in the subject line.
> I think that worked for me.
>
> This is partially from memory, may not be exactly accurate.
>
> David Durling
> University of Georgia
>
>
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Susan Palmer
> Sent: Wednesday, June 19, 2013 10:12 PM
> To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
> Subject: Re: Any clue why this is happening?
>
> **
> I actually have a similar problem on v7.5.  It's on a notification email
> filter that has been working for several versions and worked fine for at least
> 1-2 years on v7.5.  Then I went into the filter, probably the first change
> since we went to v7.5, and made an adjustment to the body and since then the
> Case ID will not show the value in the Subject line, only the $Ticket ID$
> field label.   I've tried everything I can think of, including recreation, and
> it continues to do.  I'm not touching the other similar filters I have!
> We're in the process of upgrading to v8.1 so I won't be spending more time on
> it and I'm curious to see how the new version does it.
> These are filters that were initially created in v5 10 years ago.
>
> Susan
>
> On Wed, Jun 19, 2013 at 4:51 PM, Pruitt, Christopher (Bank of America Account)
> mailto:christopher.pru...@hp.com>> wrote:
> **
> Hello A

Re: Any clue why this is happening?

[Rick Westbrock]

Hmm, in my case it seems like the field is not behaving as an inline field in 
the Subject line for some reason. If it is taking on the behavior of a selected 
field then that is unfortunate since anyone using row-level permissions on the 
Request ID field will not be able to include that field in the Subject line.

___
Rick Westbrock
QMX Support Services


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Thursday, June 20, 2013 5:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: Any clue why this is happening?

Hi,

I have an active defect SW00447306 that is related to the Body (Message Text).

Inline fields there did not need to be public before version 8.0, but the 
behavior apparently changed in version 8.0...

The selected fields (not inline) has always been subject to permissions, but 
inline fields did not.

An inline field is somthing you put in the text such as:
Dear $Name$, you request $Short Description$ has been registered.

This may be slightly off topic, but when investigating this I also found out 
that you can now set filters to run with the permissions of the User as well as 
the System. This would be ideal to handle this situation where we as developers 
can choose which setting to use for the Notify-filter.
Unfortunately this had no effect on the Notify filter at all...

Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11/12):
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.

> Hello All,
>
> I want to thank for everyone for the always valuable input and indeed
> it was a permission issue. I have no idea why the fields in the
> subject needs public view but the fields in the message body do not.
> In any case, we have it working now. Now the task of identifying the
> hundreds of filters and their forms that have this condition begins. Oh what 
> fun that will be.
>
> Again thank all of you,
>
> Christopher Pruitt
> Business Consulting III
> Remedy Developer
> BMC Certified Administrator: BMC Remedy AR System 7.6.04 HP
> Enterprises Services christopher.pru...@hp.com
> www.hp.com<http://www.hp.com/> [HP_logo]
>
>
> Confidentiality Notice: This message and any files transmitted with it are
> intended for the sole use of the entity or individual to whom it is addressed,
> and may contain information that is confidential, privileged, and exempt from
> disclosure under applicable law. If you are not the intended addressee for
> this e-mail, you are hereby notified that any copying, distribution, or
> dissemination of this e-mail is strictly prohibited. If you have received this
> e-mail in error, please immediately destroy, erase, or discard this message.
> Please notify the sender immediately by return e-mail if you have received
> this e-mail by mistake.
>
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling
> Sent: Wednesday, June 19, 2013 9:53 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Any clue why this is happening?
>
> **
> I also had an issue with field references not showing on the first update I
> made to some notification actions after moving workflow from 6.0 to 7.5
> (patch5,6,or 7 - not sure which) - they worked until I went in to modify them.
>  One suspect was a field ending with a plus sign (+), which I think was worked
> around by setting its value to temp field and using that in the notice
> instead.
>
> In regards to the subject line question, it does seem like some permission
> issue there had to be worked around too - if you don't want to change the
> actual field to have Public permissions, use a temp field that has Public
> permissions & set it to the value & use that temp field in the subject line.
> I think that worked for me.
>
> This is partially from memory, may not be exactly accurate.
>
> David Durling
> University of Georgia
>
>
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Susan Palmer
> Sent: Wednesday, June 19, 2013 10:12 PM
> To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
> Subject: Re: Any clue why this is happening?
>
> **
> I actually have a similar problem on v7.5.  It's on a notification email
> filter that has been working for several versions and worked fine for at least
> 1-2 years on v7.5.  Then I went into the filter, probably the first change
> since we went to v7.5, and made an adjustment to the body and since then the
> Case ID will

Re: Any clue why this is happening?

[Pruitt, Christopher (Bank of America Account)]

I truly hope they get this fixed before we make that upgrade next year to 8.1. 
It would be a pain to have to rewrite all of our notification filters.

Christopher Pruitt 
Business Consulting III
Remedy Developer
BMC Certified Administrator: BMC Remedy AR System 7.6.04
HP Enterprises Services
christopher.pru...@hp.com
www.hp.com 



Confidentiality Notice: This message and any files transmitted with it are 
intended for the sole use of the entity or individual to whom it is addressed, 
and may contain information that is confidential, privileged, and exempt from 
disclosure under applicable law. If you are not the intended addressee for this 
e-mail, you are hereby notified that any copying, distribution, or 
dissemination of this e-mail is strictly prohibited. If you have received this 
e-mail in error, please immediately destroy, erase, or discard this message. 
Please notify the sender immediately by return e-mail if you have received this 
e-mail by mistake.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Thursday, June 20, 2013 7:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: Any clue why this is happening?

Hi,

I have an active defect SW00447306 that is related to the Body (Message Text).

Inline fields there did not need to be public before version 8.0, but the 
behavior apparently changed in version 8.0...

The selected fields (not inline) has always been subject to permissions, but 
inline fields did not.

An inline field is somthing you put in the text such as:
Dear $Name$, you request $Short Description$ has been registered.

This may be slightly off topic, but when investigating this I also found out 
that you can now set filters to run with the permissions of the User as well as 
the System. This would be ideal to handle this situation where we as developers 
can choose which setting to use for the Notify-filter.
Unfortunately this had no effect on the Notify filter at all...

Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11/12):
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.

> Hello All,
>
> I want to thank for everyone for the always valuable input and indeed 
> it was a permission issue. I have no idea why the fields in the 
> subject needs public view but the fields in the message body do not. 
> In any case, we have it working now. Now the task of identifying the 
> hundreds of filters and their forms that have this condition begins. Oh what 
> fun that will be.
>
> Again thank all of you,
>
> Christopher Pruitt
> Business Consulting III
> Remedy Developer
> BMC Certified Administrator: BMC Remedy AR System 7.6.04 HP 
> Enterprises Services christopher.pru...@hp.com 
> www.hp.com<http://www.hp.com/> [HP_logo]
>
>
> Confidentiality Notice: This message and any files transmitted with it are
> intended for the sole use of the entity or individual to whom it is addressed,
> and may contain information that is confidential, privileged, and exempt from
> disclosure under applicable law. If you are not the intended addressee for
> this e-mail, you are hereby notified that any copying, distribution, or
> dissemination of this e-mail is strictly prohibited. If you have received this
> e-mail in error, please immediately destroy, erase, or discard this message.
> Please notify the sender immediately by return e-mail if you have received
> this e-mail by mistake.
>
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling
> Sent: Wednesday, June 19, 2013 9:53 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Any clue why this is happening?
>
> **
> I also had an issue with field references not showing on the first update I
> made to some notification actions after moving workflow from 6.0 to 7.5
> (patch5,6,or 7 - not sure which) - they worked until I went in to modify them.
>  One suspect was a field ending with a plus sign (+), which I think was worked
> around by setting its value to temp field and using that in the notice
> instead.
>
> In regards to the subject line question, it does seem like some permission
> issue there had to be worked around too - if you don't want to change the
> actual field to have Public permissions, use a temp field that has Public
> permissions & set it to the value & use that temp field in the subject line.
> I think that worked for me.
>
> This is partially from memory, may not be exactly accurate.
>
> David Durling
> University of Georgia
>
>
> From: Action Request System discussio

Re: Any clue why this is happening?

[Longwing, Lj]

Something to think aboutmaybe this IS fixed

I have quite often seen things that when I upgrade, it breaks my system,
then as I investigate my problem, I find that in previous versions, proper
permissions weren't being applied to my data, and the upgrade fixed a
permissions hole that I was inadvertently using.  So the upgrade in my
situations, while breaking my workflow, actually made my workflow work
correctly, and I needed to update the permissions on the system to allow my
workflow to work the way I intended it (not knowing I was taking advantage
of a security hole)...

So...in this situation, if previous versions allowed field data to go out
in an email, when the recipient couldn't be verified to have proper
permission to that datathen the upgrade is properly enforcing
permissions, and there is NOT going to be a backwards slide in that
security model...

That is exactly what I hear being discussed here...so I suspect if your
notifications are sending out information that the recipient can't be
verified has permission to, you can likely fully expect it to not be sent
out :)


On Thu, Jun 20, 2013 at 10:24 AM, Pruitt, Christopher (Bank of America
Account)  wrote:

> I truly hope they get this fixed before we make that upgrade next year to
> 8.1. It would be a pain to have to rewrite all of our notification filters.
>
> Christopher Pruitt
> Business Consulting III
> Remedy Developer
> BMC Certified Administrator: BMC Remedy AR System 7.6.04
> HP Enterprises Services
> christopher.pru...@hp.com
> www.hp.com
>
>
>
> Confidentiality Notice: This message and any files transmitted with it are
> intended for the sole use of the entity or individual to whom it is
> addressed, and may contain information that is confidential, privileged,
> and exempt from disclosure under applicable law. If you are not the
> intended addressee for this e-mail, you are hereby notified that any
> copying, distribution, or dissemination of this e-mail is strictly
> prohibited. If you have received this e-mail in error, please immediately
> destroy, erase, or discard this message. Please notify the sender
> immediately by return e-mail if you have received this e-mail by mistake.
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
> Sent: Thursday, June 20, 2013 7:50 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Any clue why this is happening?
>
> Hi,
>
> I have an active defect SW00447306 that is related to the Body (Message
> Text).
>
> Inline fields there did not need to be public before version 8.0, but the
> behavior apparently changed in version 8.0...
>
> The selected fields (not inline) has always been subject to permissions,
> but inline fields did not.
>
> An inline field is somthing you put in the text such as:
> Dear $Name$, you request $Short Description$ has been registered.
>
> This may be slightly off topic, but when investigating this I also found
> out that you can now set filters to run with the permissions of the User as
> well as the System. This would be ideal to handle this situation where we
> as developers can choose which setting to use for the Notify-filter.
> Unfortunately this had no effect on the Notify filter at all...
>
> Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)
>
> Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11/12):
> * RRR|License - Not enough Remedy licenses? Save money by optimizing.
> * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
> Find these products, and many free tools and utilities, at http://rrr.se.
>
> > Hello All,
> >
> > I want to thank for everyone for the always valuable input and indeed
> > it was a permission issue. I have no idea why the fields in the
> > subject needs public view but the fields in the message body do not.
> > In any case, we have it working now. Now the task of identifying the
> > hundreds of filters and their forms that have this condition begins. Oh
> what fun that will be.
> >
> > Again thank all of you,
> >
> > Christopher Pruitt
> > Business Consulting III
> > Remedy Developer
> > BMC Certified Administrator: BMC Remedy AR System 7.6.04 HP
> > Enterprises Services christopher.pru...@hp.com
> > www.hp.com<http://www.hp.com/> [HP_logo]
> >
> >
> > Confidentiality Notice: This message and any files transmitted with it
> are
> > intended for the sole use of the entity or individual to whom it is
> addressed,
> > and may contain information that is confidential, privileged, and exempt
> from
> > disclosure under applicable law. If you are not the intended addr

Re: Any clue why this is happening?

[Misi Mladoniczky]

Hi,

It has worked like this between 2.0 and 7.6, so "fixing" it in 8.0 will
certainly break a few systems.

My suggestion to use the new filter run-as System/User thing would give you
all the options. That would be the way to go I think.

Filters has always been running with Admin permissions. And the
notify-selected-fields has been pretty much the only exception to this rule.

And they logged this as a defect, right?

Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11/12):
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.

> Something to think aboutmaybe this IS fixed
>
> I have quite often seen things that when I upgrade, it breaks my system,
> then as I investigate my problem, I find that in previous versions, proper
> permissions weren't being applied to my data, and the upgrade fixed a
> permissions hole that I was inadvertently using.  So the upgrade in my
> situations, while breaking my workflow, actually made my workflow work
> correctly, and I needed to update the permissions on the system to allow my
> workflow to work the way I intended it (not knowing I was taking advantage
> of a security hole)...
>
> So...in this situation, if previous versions allowed field data to go out
> in an email, when the recipient couldn't be verified to have proper
> permission to that datathen the upgrade is properly enforcing
> permissions, and there is NOT going to be a backwards slide in that
> security model...
>
> That is exactly what I hear being discussed here...so I suspect if your
> notifications are sending out information that the recipient can't be
> verified has permission to, you can likely fully expect it to not be sent
> out :)
>
>
> On Thu, Jun 20, 2013 at 10:24 AM, Pruitt, Christopher (Bank of America
> Account)  wrote:
>
>> I truly hope they get this fixed before we make that upgrade next year to
>> 8.1. It would be a pain to have to rewrite all of our notification filters.
>>
>> Christopher Pruitt
>> Business Consulting III
>> Remedy Developer
>> BMC Certified Administrator: BMC Remedy AR System 7.6.04
>> HP Enterprises Services
>> christopher.pru...@hp.com
>> www.hp.com
>>
>>
>>
>> Confidentiality Notice: This message and any files transmitted with it are
>> intended for the sole use of the entity or individual to whom it is
>> addressed, and may contain information that is confidential, privileged,
>> and exempt from disclosure under applicable law. If you are not the
>> intended addressee for this e-mail, you are hereby notified that any
>> copying, distribution, or dissemination of this e-mail is strictly
>> prohibited. If you have received this e-mail in error, please immediately
>> destroy, erase, or discard this message. Please notify the sender
>> immediately by return e-mail if you have received this e-mail by mistake.
>>
>> -----Original Message-
>> From: Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
>> Sent: Thursday, June 20, 2013 7:50 AM
>> To: arslist@ARSLIST.ORG
>> Subject: Re: Any clue why this is happening?
>>
>> Hi,
>>
>> I have an active defect SW00447306 that is related to the Body (Message
>> Text).
>>
>> Inline fields there did not need to be public before version 8.0, but the
>> behavior apparently changed in version 8.0...
>>
>> The selected fields (not inline) has always been subject to permissions,
>> but inline fields did not.
>>
>> An inline field is somthing you put in the text such as:
>> Dear $Name$, you request $Short Description$ has been registered.
>>
>> This may be slightly off topic, but when investigating this I also found
>> out that you can now set filters to run with the permissions of the User as
>> well as the System. This would be ideal to handle this situation where we
>> as developers can choose which setting to use for the Notify-filter.
>> Unfortunately this had no effect on the Notify filter at all...
>>
>> Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)
>>
>> Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11/12):
>> * RRR|License - Not enough Remedy licenses? Save money by optimizing.
>> * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
>> Find these products, and many free tools and utilities, at http://rrr.se.
>>
>

Re: Any clue why this is happening?

[Susan Palmer]

Taking into the consideration regarding comments people made about
permissions, I  checked those.  Public already had 'view' permissions so I
up'd it to Change.  No difference.  I think I'll try change what field is
there and then maybe back again.  Stranger fixes have worked before.

Susan

On Wed, Jun 19, 2013 at 9:11 PM, Susan Palmer  wrote:

>  I actually have a similar problem on v7.5.  It's on a notification email
> filter that has been working for several versions and worked fine for at
> least 1-2 years on v7.5.  Then I went into the filter, probably the first
> change since we went to v7.5, and made an adjustment to the body and since
> then the Case ID will not show the value in the Subject line, only the
> $Ticket ID$ field label.   I've tried everything I can think of, including
> recreation, and it continues to do.  I'm not touching the other similar
> filters I have!
>
> We're in the process of upgrading to v8.1 so I won't be spending more time
> on it and I'm curious to see how the new version does it.
>
> These are filters that were initially created in v5 10 years ago.
>
> Susan
>
>
> On Wed, Jun 19, 2013 at 4:51 PM, Pruitt, Christopher (Bank of America
> Account)  wrote:
>
>> **
>> Hello All,
>>
>> We are stumped on an issue and was hoping someone on the list would have
>> an idea why this would be occurring after upgrading from ARS version 7.1
>> with it works on to 7.6.04 and now it does not. This is regarding Emails
>> being generated in a Filter by Notify contain a Subject line without
>> variable substitution. The message text is working okay. Any ideas?
>>
>> Here are the details:
>>
>> The filter has the following set on it.
>>
>> Set Fields  From: Task_Details_Join
>>
>> Set Field If
>> 'Task_Details_Request_ID' = $Request ID$
>>
>> If No Requests Match: Set Fields to $NULL$
>> If Multiple Requests Match: Use First Matching Request
>>
>> Field Mapping:
>> Field Name   Value
>> TempChar1   $OrderNumber$
>> TempChar2   $LineTicketNumber$
>>
>> Notify
>> Notify Text: Order $TempChar1$, ticket number $TempChar2$, the task $Full
>> Task Name$ has been assigned to you as of $TIMESTAMP$.
>> User Name: $Assigned_To_Email_Address$
>> Priority: 0
>> Mechanism: Email
>> Subject: Order $TempChar1$ / # $TempChar2$ has a Task that has been
>> assigned to you.
>>
>> Include Fields: None
>>
>> When we check the filter log it shows
>> Checking " TASK-GA710-NOTAFY- New_Assignee`!" (710)
>> >--> Passed -- perform actions
>> > 0: Set Fields
>> >   TempChar1 (6) = ORDER_TIC-0971986
>> >   TempChar2 (60001) = 8097764-001
>> > 1: Notify
>> >   Priority: 0   Mechanism: Email   To: 
>> > *tester1**@hp.com*
>> >   Order ORDER_TIC-0971986, ticket number 8097764-001,
>> the task 1.00.01 Add Line Item has been assigned to you as of 06/19/13
>> 13:34:31.
>> > Order   / #  has a Task that has been assigned to you.
>>
>> So you can see the Text did set the variables:
>>
>> TempChar1 and TempChar2 but the same two variables are also used on the
>> Subject line and it just sets blank values in there. We have triple checked
>> to make sure that the same variables are used in the Set Fields, Notify
>> Subject and Notify Text and yet the Subject line the variables are NULL.
>>
>> Any clues as to why this is occurring after an upgrade?
>>
>> Our environment:
>> Server OS: HP-UX B.11.31
>> Database: Oracle 10.2.0.4.0 - 64bi
>> Database Client Libraries: Oracle 11.2.0
>> Remedy ARS version: 7.6.04 SP4 201209051922
>>
>>
>> *Christopher Pruitt*
>> Business Consulting III
>> Remedy Developer
>> BMC Certified Administrator: BMC Remedy AR System 7.6.04
>> *HP Enterprises Services
>> **christopher.pru...@hp.com
>> **www.hp.com* 
>>
>>
>> *Confidentiality Notice:* This message and any files transmitted with it
>> are intended for the sole use of the entity or individual to whom it is
>> addressed, and may contain information that is confidential, privileged,
>> and exempt from disclosure under applicable law. If you are not the
>> intended addressee for this e-mail, you are hereby notified that any
>> copying, distribution, or dissemination of this e-mail is strictly
>> prohibited. If you have received this e-mail in error, please immediately
>> destroy, erase, or discard this message. Please notify the sender
>> immediately by return e-mail if you have received this e-mail by mistake.
>>
>>
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
>

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