Re: Corrupt Attachments
This is not that same system - it's completely separate. The method of saving in the database is not the culprit - I can save a standard Word document as an attachment and go to another machine, pull up the record with the attachment and open it correctly. Mail Merge documents on the other hand - not so much. They are always corrupt when we do this same test. We've tried a save as and every other trick we can think of, including some off-the-shelf utilities for examining files to see why they are corrupt. William Rentfrow Principal Consultant, StrataCom Inc. wrentf...@stratacominc.com Blog: www.williamrentfrow.com O 715-592-5185 C 715-410-8056 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jason Miller Sent: Friday, July 16, 2010 9:57 AM To: arslist@ARSLIST.ORG Subject: Re: Corrupt Attachments Hi William, Is this the same 4 AR Server group that you mention in the Preference Server in a Server Group (7.5) thread? I know your users do not have access a individual server but do you? If you do, does this same issue happen when connected to an AR Server directly? It doesn't make much sense to me that an attachment without a mail merge would work fine through the load balancer and one with mail merge gets scrambled but the LB and virtual name is an extra layer of complexity that would be nice to rule out. Jason On 7/15/10, Jason Miller jason.mil...@gmail.com wrote: I don't know what might be happening but just wanted to pass on a observation of attachment behavior. The attachment is opened from the local machine until the records is saved. So before step 4 everything with the attachment is happening on the local machine. To verify add the attachment to the attachment pool, change the name of the file on the disk and then try to save. You will receive an error that the file cannot be found. Something that might help pinpoint it being a issue with how the attachment is being compressed/uncompressed and rule out pre step 4 workflow... Save a record in a form with an attachment field, open the record in a modify mode, add a mail merged attachment and open the attachment, it should be fine. Then save the record (committing the attachment to the db), without refreshing the record try to open the attachment again. My thought is the attachment will now be corrupt. Have you tried saving the attachment to disk and seeing if the error still happens? Maybe it is more of an issue with the temp file that is written to the disk when opening directly from the attachment pool? Also what client are you using? Have you tried in the opposite client to see if the behavior is consistent? Jason On Thu, Jul 15, 2010 at 1:56 PM, William Rentfrow wrentf...@stratacominc.com wrote: ** Hello listers... We have an interesting issue - a while back a customization to Remedy was performed. Essentially the following happens in IM 7.03: 1.) Agents clicks a button 2.) System takes a template Word DOC and performs a mail merge with the current ticket/person info 3.) Document becomes attached to the Incident Work Log At this point everything is fine - the document can be opened and viewed as expected...but then... 4.) Agent saves the Incident When the Incident is re-opened the attachment is corrupt. Research into the corruption appears to show Microsoft smart tags are corrupted but we can't figure out why. If a normal document (no mail merge) is saved with the Work Log and re-opened it is fine - only the mail merge ones are affected. I'm not even 100% sure this is a Remedy problem because of the last fact. William Rentfrow Principal Consultant, StrataCom Inc. wrentf...@stratacominc.com Corporate Website, www.stratacominc.com Blog, www.williamrentfrow.com 715-410-8156 C _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Corrupt Attachments
I don't know what might be happening but just wanted to pass on a observation of attachment behavior. The attachment is opened from the local machine until the records is saved. So before step 4 everything with the attachment is happening on the local machine. To verify add the attachment to the attachment pool, change the name of the file on the disk and then try to save. You will receive an error that the file cannot be found. Something that might help pinpoint it being a issue with how the attachment is being compressed/uncompressed and rule out pre step 4 workflow... Save a record in a form with an attachment field, open the record in a modify mode, add a mail merged attachment and open the attachment, it should be fine. Then save the record (committing the attachment to the db), without refreshing the record try to open the attachment again. My thought is the attachment will now be corrupt. Have you tried saving the attachment to disk and seeing if the error still happens? Maybe it is more of an issue with the temp file that is written to the disk when opening directly from the attachment pool? Also what client are you using? Have you tried in the opposite client to see if the behavior is consistent? Jason On Thu, Jul 15, 2010 at 1:56 PM, William Rentfrow wrentf...@stratacominc.com wrote: ** Hello listers... We have an interesting issue - a while back a customization to Remedy was performed. Essentially the following happens in IM 7.03: 1.) Agents clicks a button 2.) System takes a template Word DOC and performs a mail merge with the current ticket/person info 3.) Document becomes attached to the Incident Work Log At this point everything is fine - the document can be opened and viewed as expected...but then... 4.) Agent saves the Incident When the Incident is re-opened the attachment is corrupt. Research into the corruption appears to show Microsoft smart tags are corrupted but we can't figure out why. If a normal document (no mail merge) is saved with the Work Log and re-opened it is fine - only the mail merge ones are affected. I'm not even 100% sure this is a Remedy problem because of the last fact. William Rentfrow Principal Consultant, StrataCom Inc. wrentf...@stratacominc.com Corporate Website, www.stratacominc.com Blog, www.williamrentfrow.com 715-410-8156 C _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Corrupt Attachments
Hi William, Is this the same 4 AR Server group that you mention in the Preference Server in a Server Group (7.5) thread? I know your users do not have access a individual server but do you? If you do, does this same issue happen when connected to an AR Server directly? It doesn't make much sense to me that an attachment without a mail merge would work fine through the load balancer and one with mail merge gets scrambled but the LB and virtual name is an extra layer of complexity that would be nice to rule out. Jason On 7/15/10, Jason Miller jason.mil...@gmail.com wrote: I don't know what might be happening but just wanted to pass on a observation of attachment behavior. The attachment is opened from the local machine until the records is saved. So before step 4 everything with the attachment is happening on the local machine. To verify add the attachment to the attachment pool, change the name of the file on the disk and then try to save. You will receive an error that the file cannot be found. Something that might help pinpoint it being a issue with how the attachment is being compressed/uncompressed and rule out pre step 4 workflow... Save a record in a form with an attachment field, open the record in a modify mode, add a mail merged attachment and open the attachment, it should be fine. Then save the record (committing the attachment to the db), without refreshing the record try to open the attachment again. My thought is the attachment will now be corrupt. Have you tried saving the attachment to disk and seeing if the error still happens? Maybe it is more of an issue with the temp file that is written to the disk when opening directly from the attachment pool? Also what client are you using? Have you tried in the opposite client to see if the behavior is consistent? Jason On Thu, Jul 15, 2010 at 1:56 PM, William Rentfrow wrentf...@stratacominc.com wrote: ** Hello listers... We have an interesting issue - a while back a customization to Remedy was performed. Essentially the following happens in IM 7.03: 1.) Agents clicks a button 2.) System takes a template Word DOC and performs a mail merge with the current ticket/person info 3.) Document becomes attached to the Incident Work Log At this point everything is fine - the document can be opened and viewed as expected...but then... 4.) Agent saves the Incident When the Incident is re-opened the attachment is corrupt. Research into the corruption appears to show Microsoft smart tags are corrupted but we can't figure out why. If a normal document (no mail merge) is saved with the Work Log and re-opened it is fine - only the mail merge ones are affected. I'm not even 100% sure this is a Remedy problem because of the last fact. William Rentfrow Principal Consultant, StrataCom Inc. wrentf...@stratacominc.com Corporate Website, www.stratacominc.com Blog, www.williamrentfrow.com 715-410-8156 C _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Corrupt Attachments
Hello listers... We have an interesting issue - a while back a customization to Remedy was performed. Essentially the following happens in IM 7.03: 1.) Agents clicks a button 2.) System takes a template Word DOC and performs a mail merge with the current ticket/person info 3.) Document becomes attached to the Incident Work Log At this point everything is fine - the document can be opened and viewed as expected...but then... 4.) Agent saves the Incident When the Incident is re-opened the attachment is corrupt. Research into the corruption appears to show Microsoft smart tags are corrupted but we can't figure out why. If a normal document (no mail merge) is saved with the Work Log and re-opened it is fine - only the mail merge ones are affected. I'm not even 100% sure this is a Remedy problem because of the last fact. William Rentfrow Principal Consultant, StrataCom Inc. wrentf...@stratacominc.com Corporate Website, www.stratacominc.com http://www.stratacominc.com/ Blog, www.williamrentfrow.com http://www.williamrentfrow.com/ 715-410-8156 C ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
