Re: Diary Field Issue - Attention - Remedy Product Defect.
On Tue, Sep 1, 2009 at 5:21 PM, John Sundberg john.sundb...@kineticdata.com wrote: ** Actually - I would consider the fuzzing technique for testing. Cause -- all testing a would do is catch the space problem. Fuzzing would try tons of things you would never think of. (tabs / Null \0 / etc.) http://en.wikipedia.org/wiki/Fuzz_testing Also - I would make the claim that - reporting is easier when the comments are in a related table. (most (maybe all) reporting tools know how to use related tables -- NONE of the reporting tools I know of know how to parse a Remedy diary field) Reporting -- it would be easier to produce a report of high touch tickets by reporting on all tickets where comment.count 10 -- or something like that - if the comments were in a separate table. My guess as to why the diary field exists (and still exists) - is two reasons. 1) Original Remedy did not have push fields (or tables like we now know them) -- and so the diary field solved the problem. 2) Diary fields == more licenses -- updating a simple status would update the worklog - forcing a modify of the record - hence license used -- aka $$$. -John On Sep 1, 2009, at 2:45 PM, Matt Reinfeldt wrote: **Warren, I, like John, stopped using Diary fields long ago. As far as reporting goes, yes, a join or a sub-report is what it takes to bring that in, but I don’t think that’s a big deal, because… (wait for it…) at least you can then view it in a readable format! Have you seen a Diary field in a report? J Honestly, though, we don’t pull those particular records into much more than the ‘print ticket’ reports, as there’s no need. As to how it was “missed”… good question, and I think that one more use case has just been defined for the QA team. (note to self: test not only NULL values, but a single space, too! … Honestly, I can see how it was missed…. The real question is, how long will it take to get a fix out?) Matt R. *From:* Action Request System discussion list(ARSList) [ mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG] *On Behalf Of *Warren Baltimore *Sent:* Tuesday, September 01, 2009 1:53 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Diary Field Issue - Attention - Remedy Product Defect. ** I would think because it already is there! As I sit here thinking about it, I can see some nice things about the seperate form, but doesn't it create an added complication when it comes to Reporting? It's one more join that would have to be supported for reporting? Or am I missing something here? I'm very curious about this! Oh, and the bugthat is incredibly bad! How do you miss that one? Warren _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- 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 john.sundb...@kineticdata.com _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- Stephen Remedy Skilled Professional ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Diary Field Issue - Attention - Remedy Product Defect
Meenakshinathan, If you decide to switch from using Diary fields to a work log form, here is a free utility that will create the work log form entries by copying your existing Diary fields. http://arswiki.org/projects/dotnetutil It's named ARS_CreateDiaryForm. HTH -- Stephen Remedy Skilled Professional -Original Message- From: Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] On Behalf Of Matt Reinfeldt Sent: Tuesday, September 01, 2009 12:19 PM To: arslist@ARSLIST.ORG Subject: Re: Diary Field Issue - Attention - Remedy Product Defect. Meenakshinathan, As a different approach, don't use a diary field for those comments... store each user's feedback/comments as a separate entry in a work log form. Relate each entry back using the Instance ID of the ticket. You can display them easily enough in a table field, and/or report off of them as needed. Just a thought. Matt R. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Diary Field Issue - Attention - Remedy Product Defect.
BMC announced this as a product defect SW00342702. i am going to modify all my workflows that not to push any empty or null values from a character field to a diary field. Just want to share this info to you all. Issue Summary * Have a diary field and submit a new comment on it. * Try to add a another new comment with blank space ( ) and modify the request. * It replaces all the old comments with null values. *via workflow if you push null it also replaces all the old comments with null values. Meenakshinathan On Aug 31, 8:12 pm, Meenakshinathan kmnat...@gmail.com wrote: Even via filter if you push a null value it deletes the previous text. In our application, our users are accessing a display only form to enter the comments, this comments are get stored in regular form diary field. Some users may type comments and some not. By your solution, i need to look for both null and space and replace a default text and the actual user may say that how it come without typing it ?. Anyway thanks for your suggestion, if BMC is not giving the solution, i am going to take your solution. On Aug 31, 8:04 pm, Rick Cook remedyr...@gmail.com wrote: For now, I would recommend putting a Filter in place that will detect a single space and replace it with some default text. That will buy you some time. Rick -Original Message- From: Meenakshinathan kmnat...@gmail.com Date: Mon, 31 Aug 2009 07:57:58 To: arsl...@arslist.org Subject: Re: Urgent :: Diary Field Issue -- Please help Yes, i created a critical issue more than a hour, but nobody was responded... waiting for their call. Thanks for the info that in 7.5 patch 002 also the same error repeats.. On Aug 31, 7:48 pm, Eaton, Mark (DCS) mark.ea...@weyerhaeuser.com wrote: Wow! I just tried this on 7.5 patch 002 (HPUX 11, Oracle 10g) and it acted as you described. If you just put a space in a diary field and save it, the entire contents of the diary field are cleared out. I'm thinking you might want to call BMC and report it. Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Meenakshinathan Sent: Monday, August 31, 2009 6:39 AM To: arsl...@arslist.org Subject: Re: Urgent :: Diary Field Issue -- Please help List, Please let me know if anyone cannot understand my question? I am giving further more details.. Create a test from, add add a diary field into it. Open the form in aruser and create one request. open the same request and try to add a space and save the request. Now if you the diary field values, it does not contain any values. the empty space replaces the old values in diary field. I don;t know how to fix this, please help. Thanks, Meenakshinathan. On Aug 31, 5:02 pm, Meenakshinathan kmnat...@gmail.com wrote: Hi, I am in Remedy 7.5 patch 001 running on SuSE linux with oracle10g database. I need a solution urgently in my production system. I have a diary field which is using to store each user comments at various stages. If any one user is typed a space and modify the request the whole old diary information lost. Even in ,push field action modify request ,from a empty string character field to diary field also replaces the old information with null. Is there any properties is missing or do anyone can reproduce this error? Please let me know the solutions for this. i need to fix it as soon as possible. Thanks, Meenakshinathan __ _ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.orgPlatinumSponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist
Re: Diary Field Issue - Attention - Remedy Product Defect.
That is a HUGE defect, did they say when they expect to have a patch out for it? -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Meenakshinathan Sent: Tuesday, September 01, 2009 2:13 AM To: arslist@ARSLIST.ORG Subject: Re: Diary Field Issue - Attention - Remedy Product Defect. BMC announced this as a product defect SW00342702. i am going to modify all my workflows that not to push any empty or null values from a character field to a diary field. Just want to share this info to you all. Issue Summary * Have a diary field and submit a new comment on it. * Try to add a another new comment with blank space ( ) and modify the request. * It replaces all the old comments with null values. *via workflow if you push null it also replaces all the old comments with null values. Meenakshinathan On Aug 31, 8:12 pm, Meenakshinathan kmnat...@gmail.com wrote: Even via filter if you push a null value it deletes the previous text. In our application, our users are accessing a display only form to enter the comments, this comments are get stored in regular form diary field. Some users may type comments and some not. By your solution, i need to look for both null and space and replace a default text and the actual user may say that how it come without typing it ?. Anyway thanks for your suggestion, if BMC is not giving the solution, i am going to take your solution. On Aug 31, 8:04 pm, Rick Cook remedyr...@gmail.com wrote: For now, I would recommend putting a Filter in place that will detect a single space and replace it with some default text. That will buy you some time. Rick -Original Message- From: Meenakshinathan kmnat...@gmail.com Date: Mon, 31 Aug 2009 07:57:58 To: arsl...@arslist.org Subject: Re: Urgent :: Diary Field Issue -- Please help Yes, i created a critical issue more than a hour, but nobody was responded... waiting for their call. Thanks for the info that in 7.5 patch 002 also the same error repeats.. On Aug 31, 7:48 pm, Eaton, Mark (DCS) mark.ea...@weyerhaeuser.com wrote: Wow! I just tried this on 7.5 patch 002 (HPUX 11, Oracle 10g) and it acted as you described. If you just put a space in a diary field and save it, the entire contents of the diary field are cleared out. I'm thinking you might want to call BMC and report it. Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Meenakshinathan Sent: Monday, August 31, 2009 6:39 AM To: arsl...@arslist.org Subject: Re: Urgent :: Diary Field Issue -- Please help List, Please let me know if anyone cannot understand my question? I am giving further more details.. Create a test from, add add a diary field into it. Open the form in aruser and create one request. open the same request and try to add a space and save the request. Now if you the diary field values, it does not contain any values. the empty space replaces the old values in diary field. I don;t know how to fix this, please help. Thanks, Meenakshinathan. On Aug 31, 5:02 pm, Meenakshinathan kmnat...@gmail.com wrote: Hi, I am in Remedy 7.5 patch 001 running on SuSE linux with oracle10g database. I need a solution urgently in my production system. I have a diary field which is using to store each user comments at various stages. If any one user is typed a space and modify the request the whole old diary information lost. Even in ,push field action modify request ,from a empty string character field to diary field also replaces the old information with null. Is there any properties is missing or do anyone can reproduce this error? Please let me know the solutions for this. i need to fix it as soon as possible. Thanks, Meenakshinathan _ _ _ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ ____ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.orgPlatinumSponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ ____ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are- Hide quoted text - - Show quoted text
Re: Diary Field Issue - Attention - Remedy Product Defect.
how old is this? ars 7.1? On Tue, Sep 1, 2009 at 10:17 AM, LJ Longwing lj.longw...@gmail.com wrote: That is a HUGE defect, did they say when they expect to have a patch out for it? -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Meenakshinathan Sent: Tuesday, September 01, 2009 2:13 AM To: arslist@ARSLIST.ORG Subject: Re: Diary Field Issue - Attention - Remedy Product Defect. BMC announced this as a product defect SW00342702. i am going to modify all my workflows that not to push any empty or null values from a character field to a diary field. Just want to share this info to you all. Issue Summary * Have a diary field and submit a new comment on it. * Try to add a another new comment with blank space ( ) and modify the request. * It replaces all the old comments with null values. *via workflow if you push null it also replaces all the old comments with null values. Meenakshinathan On Aug 31, 8:12 pm, Meenakshinathan kmnat...@gmail.com wrote: Even via filter if you push a null value it deletes the previous text. In our application, our users are accessing a display only form to enter the comments, this comments are get stored in regular form diary field. Some users may type comments and some not. By your solution, i need to look for both null and space and replace a default text and the actual user may say that how it come without typing it ?. Anyway thanks for your suggestion, if BMC is not giving the solution, i am going to take your solution. On Aug 31, 8:04 pm, Rick Cook remedyr...@gmail.com wrote: For now, I would recommend putting a Filter in place that will detect a single space and replace it with some default text. That will buy you some time. Rick -Original Message- From: Meenakshinathan kmnat...@gmail.com Date: Mon, 31 Aug 2009 07:57:58 To: arsl...@arslist.org Subject: Re: Urgent :: Diary Field Issue -- Please help Yes, i created a critical issue more than a hour, but nobody was responded... waiting for their call. Thanks for the info that in 7.5 patch 002 also the same error repeats.. On Aug 31, 7:48 pm, Eaton, Mark (DCS) mark.ea...@weyerhaeuser.com wrote: Wow! I just tried this on 7.5 patch 002 (HPUX 11, Oracle 10g) and it acted as you described. If you just put a space in a diary field and save it, the entire contents of the diary field are cleared out. I'm thinking you might want to call BMC and report it. Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Meenakshinathan Sent: Monday, August 31, 2009 6:39 AM To: arsl...@arslist.org Subject: Re: Urgent :: Diary Field Issue -- Please help List, Please let me know if anyone cannot understand my question? I am giving further more details.. Create a test from, add add a diary field into it. Open the form in aruser and create one request. open the same request and try to add a space and save the request. Now if you the diary field values, it does not contain any values. the empty space replaces the old values in diary field. I don;t know how to fix this, please help. Thanks, Meenakshinathan. On Aug 31, 5:02 pm, Meenakshinathan kmnat...@gmail.com wrote: Hi, I am in Remedy 7.5 patch 001 running on SuSE linux with oracle10g database. I need a solution urgently in my production system. I have a diary field which is using to store each user comments at various stages. If any one user is typed a space and modify the request the whole old diary information lost. Even in ,push field action modify request ,from a empty string character field to diary field also replaces the old information with null. Is there any properties is missing or do anyone can reproduce this error? Please let me know the solutions for this. i need to fix it as soon as possible. Thanks, Meenakshinathan _ _ _ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.net ARSlist: Where the Answers Are ___ ____ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.orgPlatinumSponsor:rmisoluti...@verizon.netatwww.arslist.orgplatinumsponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are ___ ____ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.net ARSlist: Where the Answers Are- Hide
Re: Diary Field Issue - Attention - Remedy Product Defect.
Meenakshinathan, As a different approach, don't use a diary field for those comments... store each user's feedback/comments as a separate entry in a work log form. Relate each entry back using the Instance ID of the ticket. You can display them easily enough in a table field, and/or report off of them as needed. Just a thought. Matt R. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Meenakshinathan Sent: Tuesday, September 01, 2009 3:13 AM To: arslist@ARSLIST.ORG Subject: Re: Diary Field Issue - Attention - Remedy Product Defect. BMC announced this as a product defect SW00342702. i am going to modify all my workflows that not to push any empty or null values from a character field to a diary field. Just want to share this info to you all. Issue Summary * Have a diary field and submit a new comment on it. * Try to add a another new comment with blank space ( ) and modify the request. * It replaces all the old comments with null values. *via workflow if you push null it also replaces all the old comments with null values. Meenakshinathan On Aug 31, 8:12 pm, Meenakshinathan kmnat...@gmail.com wrote: Even via filter if you push a null value it deletes the previous text. In our application, our users are accessing a display only form to enter the comments, this comments are get stored in regular form diary field. Some users may type comments and some not. By your solution, i need to look for both null and space and replace a default text and the actual user may say that how it come without typing it ?. Anyway thanks for your suggestion, if BMC is not giving the solution, i am going to take your solution. On Aug 31, 8:04 pm, Rick Cook remedyr...@gmail.com wrote: For now, I would recommend putting a Filter in place that will detect a single space and replace it with some default text. That will buy you some time. Rick -Original Message- From: Meenakshinathan kmnat...@gmail.com Date: Mon, 31 Aug 2009 07:57:58 To: arsl...@arslist.org Subject: Re: Urgent :: Diary Field Issue -- Please help Yes, i created a critical issue more than a hour, but nobody was responded... waiting for their call. Thanks for the info that in 7.5 patch 002 also the same error repeats.. On Aug 31, 7:48 pm, Eaton, Mark (DCS) mark.ea...@weyerhaeuser.com wrote: Wow! I just tried this on 7.5 patch 002 (HPUX 11, Oracle 10g) and it acted as you described. If you just put a space in a diary field and save it, the entire contents of the diary field are cleared out. I'm thinking you might want to call BMC and report it. Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Meenakshinathan Sent: Monday, August 31, 2009 6:39 AM To: arsl...@arslist.org Subject: Re: Urgent :: Diary Field Issue -- Please help List, Please let me know if anyone cannot understand my question? I am giving further more details.. Create a test from, add add a diary field into it. Open the form in aruser and create one request. open the same request and try to add a space and save the request. Now if you the diary field values, it does not contain any values. the empty space replaces the old values in diary field. I don;t know how to fix this, please help. Thanks, Meenakshinathan. On Aug 31, 5:02 pm, Meenakshinathan kmnat...@gmail.com wrote: Hi, I am in Remedy 7.5 patch 001 running on SuSE linux with oracle10g database. I need a solution urgently in my production system. I have a diary field which is using to store each user comments at various stages. If any one user is typed a space and modify the request the whole old diary information lost. Even in ,push field action modify request ,from a empty string character field to diary field also replaces the old information with null. Is there any properties is missing or do anyone can reproduce this error? Please let me know the solutions for this. i need to fix it as soon as possible. Thanks, Meenakshinathan __ _ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are __ _ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.orgPlatinumSponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are __ _ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are- Hide quoted text - - Show quoted text
Re: Diary Field Issue - Attention - Remedy Product Defect.
Solely based on what I have seen in the list...it affects 7.5 Patch 1 and 2...one could derive from that that it also affects unpatched initial release... _ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of patrick zandi Sent: Tuesday, September 01, 2009 8:56 AM To: arslist@ARSLIST.ORG Subject: Re: Diary Field Issue - Attention - Remedy Product Defect. ** how old is this? ars 7.1? On Tue, Sep 1, 2009 at 10:17 AM, LJ Longwing lj.longw...@gmail.com wrote: That is a HUGE defect, did they say when they expect to have a patch out for it? -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Meenakshinathan Sent: Tuesday, September 01, 2009 2:13 AM To: arslist@ARSLIST.ORG Subject: Re: Diary Field Issue - Attention - Remedy Product Defect. BMC announced this as a product defect SW00342702. i am going to modify all my workflows that not to push any empty or null values from a character field to a diary field. Just want to share this info to you all. Issue Summary * Have a diary field and submit a new comment on it. * Try to add a another new comment with blank space ( ) and modify the request. * It replaces all the old comments with null values. *via workflow if you push null it also replaces all the old comments with null values. Meenakshinathan On Aug 31, 8:12 pm, Meenakshinathan kmnat...@gmail.com wrote: Even via filter if you push a null value it deletes the previous text. In our application, our users are accessing a display only form to enter the comments, this comments are get stored in regular form diary field. Some users may type comments and some not. By your solution, i need to look for both null and space and replace a default text and the actual user may say that how it come without typing it ?. Anyway thanks for your suggestion, if BMC is not giving the solution, i am going to take your solution. On Aug 31, 8:04 pm, Rick Cook remedyr...@gmail.com wrote: For now, I would recommend putting a Filter in place that will detect a single space and replace it with some default text. That will buy you some time. Rick -Original Message- From: Meenakshinathan kmnat...@gmail.com Date: Mon, 31 Aug 2009 07:57:58 To: arsl...@arslist.org Subject: Re: Urgent :: Diary Field Issue -- Please help Yes, i created a critical issue more than a hour, but nobody was responded... waiting for their call. Thanks for the info that in 7.5 patch 002 also the same error repeats.. On Aug 31, 7:48 pm, Eaton, Mark (DCS) mark.ea...@weyerhaeuser.com wrote: Wow! I just tried this on 7.5 patch 002 (HPUX 11, Oracle 10g) and it acted as you described. If you just put a space in a diary field and save it, the entire contents of the diary field are cleared out. I'm thinking you might want to call BMC and report it. Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Meenakshinathan Sent: Monday, August 31, 2009 6:39 AM To: arsl...@arslist.org Subject: Re: Urgent :: Diary Field Issue -- Please help List, Please let me know if anyone cannot understand my question? I am giving further more details.. Create a test from, add add a diary field into it. Open the form in aruser and create one request. open the same request and try to add a space and save the request. Now if you the diary field values, it does not contain any values. the empty space replaces the old values in diary field. I don;t know how to fix this, please help. Thanks, Meenakshinathan. On Aug 31, 5:02 pm, Meenakshinathan kmnat...@gmail.com wrote: Hi, I am in Remedy 7.5 patch 001 running on SuSE linux with oracle10g database. I need a solution urgently in my production system. I have a diary field which is using to store each user comments at various stages. If any one user is typed a space and modify the request the whole old diary information lost. Even in ,push field action modify request ,from a empty string character field to diary field also replaces the old information with null. Is there any properties is missing or do anyone can reproduce this error? Please let me know the solutions for this. i need to fix it as soon as possible. Thanks, Meenakshinathan _ _ _- UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org http://atwww.arslist.org/ Platinum Sponsor:rmisoluti...@verizon.net mailto:sponsor%3armisoluti...@verizon.net ARSlist: Where the Answers Are ___ ___--_- UNSUBSCRIBE or access ARSlist Archives atwww.arslist.orgPlatinumSponsor:rmisoluti...@verizon.net
Re: Diary Field Issue - Attention - Remedy Product Defect.
I agree with the technique. Actually - I have not used the work log for years. Just wondering -- why do people use it vs the other strategy? -John On Sep 1, 2009, at 11:19 AM, Matt Reinfeldt wrote: Meenakshinathan, As a different approach, don't use a diary field for those comments... store each user's feedback/comments as a separate entry in a work log form. Relate each entry back using the Instance ID of the ticket. You can display them easily enough in a table field, and/or report off of them as needed. Just a thought. Matt R. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Meenakshinathan Sent: Tuesday, September 01, 2009 3:13 AM To: arslist@ARSLIST.ORG Subject: Re: Diary Field Issue - Attention - Remedy Product Defect. BMC announced this as a product defect SW00342702. i am going to modify all my workflows that not to push any empty or null values from a character field to a diary field. Just want to share this info to you all. Issue Summary * Have a diary field and submit a new comment on it. * Try to add a another new comment with blank space ( ) and modify the request. * It replaces all the old comments with null values. *via workflow if you push null it also replaces all the old comments with null values. Meenakshinathan On Aug 31, 8:12 pm, Meenakshinathan kmnat...@gmail.com wrote: Even via filter if you push a null value it deletes the previous text. In our application, our users are accessing a display only form to enter the comments, this comments are get stored in regular form diary field. Some users may type comments and some not. By your solution, i need to look for both null and space and replace a default text and the actual user may say that how it come without typing it ?. Anyway thanks for your suggestion, if BMC is not giving the solution, i am going to take your solution. On Aug 31, 8:04 pm, Rick Cook remedyr...@gmail.com wrote: For now, I would recommend putting a Filter in place that will detect a single space and replace it with some default text. That will buy you some time. Rick -Original Message- From: Meenakshinathan kmnat...@gmail.com Date: Mon, 31 Aug 2009 07:57:58 To: arsl...@arslist.org Subject: Re: Urgent :: Diary Field Issue -- Please help Yes, i created a critical issue more than a hour, but nobody was responded... waiting for their call. Thanks for the info that in 7.5 patch 002 also the same error repeats.. On Aug 31, 7:48 pm, Eaton, Mark (DCS) mark.ea...@weyerhaeuser.com wrote: Wow! I just tried this on 7.5 patch 002 (HPUX 11, Oracle 10g) and it acted as you described. If you just put a space in a diary field and save it, the entire contents of the diary field are cleared out. I'm thinking you might want to call BMC and report it. Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Meenakshinathan Sent: Monday, August 31, 2009 6:39 AM To: arsl...@arslist.org Subject: Re: Urgent :: Diary Field Issue -- Please help List, Please let me know if anyone cannot understand my question? I am giving further more details.. Create a test from, add add a diary field into it. Open the form in aruser and create one request. open the same request and try to add a space and save the request. Now if you the diary field values, it does not contain any values. the empty space replaces the old values in diary field. I don;t know how to fix this, please help. Thanks, Meenakshinathan. On Aug 31, 5:02 pm, Meenakshinathan kmnat...@gmail.com wrote: Hi, I am in Remedy 7.5 patch 001 running on SuSE linux with oracle10g database. I need a solution urgently in my production system. I have a diary field which is using to store each user comments at various stages. If any one user is typed a space and modify the request the whole old diary information lost. Even in ,push field action modify request ,from a empty string character field to diary field also replaces the old information with null. Is there any properties is missing or do anyone can reproduce this error? Please let me know the solutions for this. i need to fix it as soon as possible. Thanks, Meenakshinathan __ _ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are __ _ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.orgPlatinumSponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are __ _ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist
Re: Diary Field Issue - Attention - Remedy Product Defect.
I would think because it already is there! As I sit here thinking about it, I can see some nice things about the seperate form, but doesn't it create an added complication when it comes to Reporting? It's one more join that would have to be supported for reporting? Or am I missing something here? I'm very curious about this! Oh, and the bugthat is incredibly bad! How do you miss that one? Warren On Tue, Sep 1, 2009 at 2:15 PM, John Sundberg john.sundb...@kineticdata.com wrote: I agree with the technique. Actually - I have not used the work log for years. Just wondering -- why do people use it vs the other strategy? -John On Sep 1, 2009, at 11:19 AM, Matt Reinfeldt wrote: Meenakshinathan, As a different approach, don't use a diary field for those comments... store each user's feedback/comments as a separate entry in a work log form. Relate each entry back using the Instance ID of the ticket. You can display them easily enough in a table field, and/or report off of them as needed. Just a thought. Matt R. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Meenakshinathan Sent: Tuesday, September 01, 2009 3:13 AM To: arslist@ARSLIST.ORG Subject: Re: Diary Field Issue - Attention - Remedy Product Defect. BMC announced this as a product defect SW00342702. i am going to modify all my workflows that not to push any empty or null values from a character field to a diary field. Just want to share this info to you all. Issue Summary * Have a diary field and submit a new comment on it. * Try to add a another new comment with blank space ( ) and modify the request. * It replaces all the old comments with null values. *via workflow if you push null it also replaces all the old comments with null values. Meenakshinathan On Aug 31, 8:12 pm, Meenakshinathan kmnat...@gmail.com wrote: Even via filter if you push a null value it deletes the previous text. In our application, our users are accessing a display only form to enter the comments, this comments are get stored in regular form diary field. Some users may type comments and some not. By your solution, i need to look for both null and space and replace a default text and the actual user may say that how it come without typing it ?. Anyway thanks for your suggestion, if BMC is not giving the solution, i am going to take your solution. On Aug 31, 8:04 pm, Rick Cook remedyr...@gmail.com wrote: For now, I would recommend putting a Filter in place that will detect a single space and replace it with some default text. That will buy you some time. Rick -Original Message- From: Meenakshinathan kmnat...@gmail.com Date: Mon, 31 Aug 2009 07:57:58 To: arsl...@arslist.org Subject: Re: Urgent :: Diary Field Issue -- Please help Yes, i created a critical issue more than a hour, but nobody was responded... waiting for their call. Thanks for the info that in 7.5 patch 002 also the same error repeats.. On Aug 31, 7:48 pm, Eaton, Mark (DCS) mark.ea...@weyerhaeuser.com wrote: Wow! I just tried this on 7.5 patch 002 (HPUX 11, Oracle 10g) and it acted as you described. If you just put a space in a diary field and save it, the entire contents of the diary field are cleared out. I'm thinking you might want to call BMC and report it. Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Meenakshinathan Sent: Monday, August 31, 2009 6:39 AM To: arsl...@arslist.org Subject: Re: Urgent :: Diary Field Issue -- Please help List, Please let me know if anyone cannot understand my question? I am giving further more details.. Create a test from, add add a diary field into it. Open the form in aruser and create one request. open the same request and try to add a space and save the request. Now if you the diary field values, it does not contain any values. the empty space replaces the old values in diary field. I don;t know how to fix this, please help. Thanks, Meenakshinathan. On Aug 31, 5:02 pm, Meenakshinathan kmnat...@gmail.com wrote: Hi, I am in Remedy 7.5 patch 001 running on SuSE linux with oracle10g database. I need a solution urgently in my production system. I have a diary field which is using to store each user comments at various stages. If any one user is typed a space and modify the request the whole old diary information lost. Even in ,push field action modify request ,from a empty string character field to diary field also replaces the old information with null. Is there any properties is missing or do anyone can reproduce this error? Please let me know the solutions for this. i need to fix it as soon as possible. Thanks, Meenakshinathan
Re: Diary Field Issue - Attention - Remedy Product Defect.
2009/9/1 Warren Baltimore warrenbaltim...@gmail.com: Oh, and the bugthat is incredibly bad! How do you miss that one? Warren Agree on that!!! (no vacation for the core developers this week :) -- Jarl ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Diary Field Issue - Attention - Remedy Product Defect.
Patrick, I am on 7.1 patch 5 (on AIX, Oracle 10). In some simple testing (In all tests, the diary field has previous values): Case 1 - In the user tool, put a space in a diary field and save. Result: Diary field contents retained. Case 2 - Use a filter push action to push a space to a diary field on another record Result: Diary field contents retained. Case 3 - Use a filter push action to push a field that has a null value to a diary field on another record Result: Diary field contents retained. Sounds like this is just a 7.5 issue. Thad Esser Remedy Developer Now... Just where did I put that cheese...? | | From: | | --| |patrick zandi remedy...@gmail.com | --| | | To:| | --| |arslist@ARSLIST.ORG | --| | | Date: | | --| |09/01/2009 07:56 AM | --| | | Subject: | | --| |Re: Diary Field Issue - Attention - Remedy Product Defect. | --| | | Sent by: | | --| |Action Request System discussion list(ARSList) arslist@ARSLIST.ORG | --| ** how old is this? ars 7.1? On Tue, Sep 1, 2009 at 10:17 AM, LJ Longwing lj.longw...@gmail.com wrote: That is a HUGE defect, did they say when they expect to have a patch out for it? -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Meenakshinathan Sent: Tuesday, September 01, 2009 2:13 AM To: arslist@ARSLIST.ORG Subject: Re: Diary Field Issue - Attention - Remedy Product Defect. BMC announced this as a product defect SW00342702. i am going to modify all my workflows that not to push any empty or null values from a character field to a diary field. Just want to share this info to you all. Issue Summary * Have a diary field and submit a new comment on it. * Try to add a another new comment with blank space ( ) and modify the request. * It replaces all the old comments with null values. *via workflow if you push null it also replaces all the old comments with null values. Meenakshinathan On Aug 31, 8:12 pm, Meenakshinathan kmnat...@gmail.com wrote: Even via filter if you push a null value it deletes the previous text. In our application, our users are accessing a display only form to enter the comments, this comments are get stored in regular form diary field. Some users may type comments and some not. By your solution, i need to look for both null and space and replace a default text and the actual user may say that how it come without typing it ?. Anyway thanks for your suggestion, if BMC is not giving the solution, i am going to take your solution. On Aug 31, 8:04 pm, Rick Cook remedyr...@gmail.com wrote: For now, I would recommend putting a Filter in place that will detect a single space and replace it with some default text. That will buy you some time. Rick
Re: Diary Field Issue - Attention - Remedy Product Defect.
Warren, I, like John, stopped using Diary fields long ago. As far as reporting goes, yes, a join or a sub-report is what it takes to bring that in, but I don't think that's a big deal, because. (wait for it.) at least you can then view it in a readable format! Have you seen a Diary field in a report? J Honestly, though, we don't pull those particular records into much more than the 'print ticket' reports, as there's no need. As to how it was missed. good question, and I think that one more use case has just been defined for the QA team. (note to self: test not only NULL values, but a single space, too! . Honestly, I can see how it was missed.. The real question is, how long will it take to get a fix out?) Matt R. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Warren Baltimore Sent: Tuesday, September 01, 2009 1:53 PM To: arslist@ARSLIST.ORG Subject: Re: Diary Field Issue - Attention - Remedy Product Defect. ** I would think because it already is there! As I sit here thinking about it, I can see some nice things about the seperate form, but doesn't it create an added complication when it comes to Reporting? It's one more join that would have to be supported for reporting? Or am I missing something here? I'm very curious about this! Oh, and the bugthat is incredibly bad! How do you miss that one? Warren ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Diary Field Issue - Attention - Remedy Product Defect.
Actually - I would consider the fuzzing technique for testing. Cause -- all testing a would do is catch the space problem. Fuzzing would try tons of things you would never think of. (tabs / Null \0 / etc.) http://en.wikipedia.org/wiki/Fuzz_testing Also - I would make the claim that - reporting is easier when the comments are in a related table. (most (maybe all) reporting tools know how to use related tables -- NONE of the reporting tools I know of know how to parse a Remedy diary field) Reporting -- it would be easier to produce a report of high touch tickets by reporting on all tickets where comment.count 10 -- or something like that - if the comments were in a separate table. My guess as to why the diary field exists (and still exists) - is two reasons. 1) Original Remedy did not have push fields (or tables like we now know them) -- and so the diary field solved the problem. 2) Diary fields == more licenses -- updating a simple status would update the worklog - forcing a modify of the record - hence license used -- aka $$$. -John On Sep 1, 2009, at 2:45 PM, Matt Reinfeldt wrote: ** Warren, I, like John, stopped using Diary fields long ago. As far as reporting goes, yes, a join or a sub-report is what it takes to bring that in, but I don’t think that’s a big deal, because… (wait for it…) at least you can then view it in a readable format! Have you seen a Diary field in a report? J Honestly, though, we don’t pull those particular records into much more than the ‘print ticket’ reports, as there’s no need. As to how it was “missed”… good question, and I think that one more use case has just been defined for the QA team. (note to self: test not only NULL values, but a single space, too! … Honestly, I can see how it was missed…. The real question is, how long will it take to get a fix out?) Matt R. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG ] On Behalf Of Warren Baltimore Sent: Tuesday, September 01, 2009 1:53 PM To: arslist@ARSLIST.ORG Subject: Re: Diary Field Issue - Attention - Remedy Product Defect. ** I would think because it already is there! As I sit here thinking about it, I can see some nice things about the seperate form, but doesn't it create an added complication when it comes to Reporting? It's one more join that would have to be supported for reporting? Or am I missing something here? I'm very curious about this! Oh, and the bugthat is incredibly bad! How do you miss that one? Warren _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- 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 john.sundb...@kineticdata.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
