RESOLVED: Attachments in Work Info Entries Opening the Wrong File
Many thanks to Charles Baldi for pointing me down the right road - Thanks Charles!!! Problem: While working in the ITSM Incident Management console and working tickets from a second level support position. Each time they open an attachment in a work info entry the attachment opens the same file no matter which ticket they are working on. Problem is caused by tier-1 agents creating tickets from inbound email messages, they are trained to save the email and add as an attachment to the ticket -BUT- they were all using the same generic file name of "email.pdf". When someone opens an attachment in Remedy it is saved to the person's hard drive in the temp folder under their Windows profile. If another attachment is opened with the same name Windows will place a number at the end of the file name such as email1.pfd; email2.pdf; etc. When Windows reaches 99 it doesn't know what to do. Fix - Have the individual tech delete all files under the C:\Documents and Settings\\Local Settings\Temp folder. Recommend a change in policy or training for tier-1 techs to use ticket number or something in the attachment file names to prevent problem from happening in the future. Robert Dalton ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: Attachments in Work Info Entries Opening the Wrong File
I have not seen this specific problem but I have noticed behavior that may point you in the right direction. When the WUT opens an attachment it is first extracted to a Windows temp folder, and then run from there. There may be something peculiar with the temp folder or permissions that is causing the extracted file to be the same every time. In our case users were logging into a Citrix server and occasionally the extracted temporary file would be written as read-only and the user would not have write access so they would get an error. This temporary folder is the one under Docs & Settings\\Local Settings\Temp. Maybe you have something funky going on here or those users have their temp folder remapped to a shared location? Hope this helps some. Regards, Chuck Baldi On Thu, Oct 29, 2009 at 9:31 AM, Robert Dalton wrote: > Env: UNIX / Oracle / ARS 7.01 / ITSM 7.03 > > This just started happening in the last week or so for only two support > technicians using our Remedy System. Everyone else is running just fine and > I am unable to duplicate the issue. > > The two who are having the problem are using ITSM Incident Management > application and working tickets from a second level support position. Each > time they open an attachment in a work info entry the attachment opens the > same file no matter which ticket they are working on. It appears to be an > email message from an earlier ticket and now no matter which attachment they > try to open it opens the same file every time. > > I worked with one of the technicians and renamed his "AR System" folder > under c:\documents and settings\all users\application data (thinking perhaps > it was a corrupted view or search file) and the problem appeared to go away > for a day but now it's back. > > Has anyone seen this before??? Any assistance would be greatly > appreciated. > > Thanks, > > Robert Dalton > > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum > Sponsor:rmisoluti...@verizon.netARSlist: > "Where the Answers Are" > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Attachments in Work Info Entries Opening the Wrong File
Env: UNIX / Oracle / ARS 7.01 / ITSM 7.03 This just started happening in the last week or so for only two support technicians using our Remedy System. Everyone else is running just fine and I am unable to duplicate the issue. The two who are having the problem are using ITSM Incident Management application and working tickets from a second level support position. Each time they open an attachment in a work info entry the attachment opens the same file no matter which ticket they are working on. It appears to be an email message from an earlier ticket and now no matter which attachment they try to open it opens the same file every time. I worked with one of the technicians and renamed his "AR System" folder under c:\documents and settings\all users\application data (thinking perhaps it was a corrupted view or search file) and the problem appeared to go away for a day but now it's back. Has anyone seen this before??? Any assistance would be greatly appreciated. Thanks, Robert Dalton ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
