Re: Duplicate notifications on helpdesk modify

[Robert Fults]

Changed my qual to this:


( 'Assignee Login ID' != $USER$) AND (($USER$ !=  "AR_ESCALATOR" ) OR ($USER$ 
!=  "Remedy Application Service" )) AND ( 'z1D Action' !=  "SYNC_WORKLOG" )


So what happens is that when you save the worklog info from the helpdesk form 
it runs a bunch of workflow two of which actually modify the ticket.  
HPD:INC:SaveWorkInfo_501_CreateWorkInfo_PWLG`! actually creates the worklog 
entry, then INT:HPDSRM:WLG:CreateWorkInfo_700_Request`! syncs the worklog with 
the incident request making the connection between the two entries on the 
helpdesk and worklog forms.  Each of these was triggering the workflow to fire, 
so now it bypasses my filter during the sync operation.

Thanks for bring this up Rod!  Everything seems to be working now.

Sincerely,

Robert Fults
Remedy Dev.
Florida International University
Email: rfu...@fiu.edu
http://uts.fiu.edu

-Original Message-
From: Rod Harris [mailto:r...@smapps.com.au] 
Sent: Thursday, November 19, 2009 12:13 AM
Subject: Re: Duplicate notifications on helpdesk modify

Hi Robert,

ITSM has some rather complex workflow and quite often it will do two
updates on the ticket for one user update. You have to exclude the
second update. One thing you could try is to exclude the second update
caused by syncing the worklog by adding ('z1D Action' !=
"SYNC_WORKLOG" to your condition.

Rod



2009/11/19 Robert Fults :
> **
>
> I set up a filter to fire a notification on Modify of the HPD:HelpDesk form
> by anyone other than the assignee:
>
> ( 'Assignee Login ID' !=  $NULL$ ) AND ( ( 'Last Modified By' != 'Assignee
> Login ID') OR ( 'Last Modified By' !=  "AR_ESCALATOR" ) OR ( 'Last Modified
> By' !=  "Remedy Application Service" ) )
>
> For some reason it fires twice, even when updated by the assignee.  Any
> ideas what I did wrong here?
>
> Sincerely,
>
>
>
> Robert Fults
>
> Remedy Dev.
>
> Florida International University
>
> Email: rfu...@fiu.edu
>
> http://uts.fiu.edu
>
>
>
> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
> Are"_

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Re: Duplicate notifications on helpdesk modify

[Rod Harris]

Hi Robert,

ITSM has some rather complex workflow and quite often it will do two
updates on the ticket for one user update. You have to exclude the
second update. One thing you could try is to exclude the second update
caused by syncing the worklog by adding ('z1D Action' !=
"SYNC_WORKLOG" to your condition.

Rod



2009/11/19 Robert Fults :
> **
>
> I set up a filter to fire a notification on Modify of the HPD:HelpDesk form
> by anyone other than the assignee:
>
> ( 'Assignee Login ID' !=  $NULL$ ) AND ( ( 'Last Modified By' != 'Assignee
> Login ID') OR ( 'Last Modified By' !=  "AR_ESCALATOR" ) OR ( 'Last Modified
> By' !=  "Remedy Application Service" ) )
>
> For some reason it fires twice, even when updated by the assignee.  Any
> ideas what I did wrong here?
>
> Sincerely,
>
>
>
> Robert Fults
>
> Remedy Dev.
>
> Florida International University
>
> Email: rfu...@fiu.edu
>
> http://uts.fiu.edu
>
>
>
> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
> Are"_

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Re: Duplicate notifications on helpdesk modify

[Robert Fults]

Unfortunately, no dev server. ..yet.

Sincerely,

Robert Fults
Remedy Dev.
Florida International University
Email: rfu...@fiu.edu<mailto:rfu...@fiu.edu>
http://uts.fiu.edu

From: Lamy, Thomas [mailto:tom.l...@unh.edu]
Sent: Wednesday, November 18, 2009 2:40 PM
To: Robert Fults; arslist@ARSLIST.ORG; herd-dispa...@lists.stanford.edu
Subject: RE: Duplicate notifications on helpdesk modify

Hi Rob,

Do you have a development server?  If so, make sure the email on development is 
configured for development and not your production service.  Same with your 
ar.conf.  If these settings get copied over from production email do exactly 
that - send two emails.

Tom Lamy
UNH


From: herd-dispatch-boun...@mailman.stanford.edu 
[mailto:herd-dispatch-boun...@mailman.stanford.edu] On Behalf Of Robert Fults
Sent: Wednesday, November 18, 2009 11:38 AM
To: arslist@ARSLIST.ORG; herd-dispa...@lists.stanford.edu
Subject: [HERD] Duplicate notifications on helpdesk modify


I set up a filter to fire a notification on Modify of the HPD:HelpDesk form by 
anyone other than the assignee:

( 'Assignee Login ID' !=  $NULL$ ) AND ( ( 'Last Modified By' != 'Assignee 
Login ID') OR ( 'Last Modified By' !=  "AR_ESCALATOR" ) OR ( 'Last Modified By' 
!=  "Remedy Application Service" ) )

For some reason it fires twice, even when updated by the assignee.  Any ideas 
what I did wrong here?
Sincerely,

Robert Fults
Remedy Dev.
Florida International University
Email: rfu...@fiu.edu<mailto:rfu...@fiu.edu>
http://uts.fiu.edu


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Re: Duplicate notifications on helpdesk modify

[Barb Wagner]

Assuming the "OR" should be "AND" in your qualification? 

Barb Wagner
Remedy Architect
IBM Global Services
(612) 397-2955
Tie Line 608-1958
bar...@us.ibm.com




"Lamy, Thomas"  
Sent by: "Action Request System discussion list(ARSList)" 

11/18/2009 01:40 PM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: Duplicate notifications on helpdesk modify






** 
Hi Rob,
 
Do you have a development server?  If so, make sure the email on 
development is configured for development and not your production service. 
 Same with your ar.conf.  If these settings get copied over from 
production email do exactly that – send two emails. 
 
Tom Lamy
UNH
 
 
From: herd-dispatch-boun...@mailman.stanford.edu [
mailto:herd-dispatch-boun...@mailman.stanford.edu] On Behalf Of Robert 
Fults
Sent: Wednesday, November 18, 2009 11:38 AM
To: arslist@ARSLIST.ORG; herd-dispa...@lists.stanford.edu
Subject: [HERD] Duplicate notifications on helpdesk modify
 
I set up a filter to fire a notification on Modify of the HPD:HelpDesk 
form by anyone other than the assignee:
( 'Assignee Login ID' !=  $NULL$ ) AND ( ( 'Last Modified By' != 'Assignee 
Login ID') OR ( 'Last Modified By' !=  "AR_ESCALATOR" ) OR ( 'Last 
Modified By' !=  "Remedy Application Service" ) )
For some reason it fires twice, even when updated by the assignee.  Any 
ideas what I did wrong here?
Sincerely,
 
Robert Fults
Remedy Dev.
Florida International University
Email: rfu...@fiu.edu
http://uts.fiu.edu
 
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Are"_ 

Re: Duplicate notifications on helpdesk modify

[Lamy, Thomas]

Hi Rob,

Do you have a development server?  If so, make sure the email on development is 
configured for development and not your production service.  Same with your 
ar.conf.  If these settings get copied over from production email do exactly 
that - send two emails.

Tom Lamy
UNH


From: herd-dispatch-boun...@mailman.stanford.edu 
[mailto:herd-dispatch-boun...@mailman.stanford.edu] On Behalf Of Robert Fults
Sent: Wednesday, November 18, 2009 11:38 AM
To: arslist@ARSLIST.ORG; herd-dispa...@lists.stanford.edu
Subject: [HERD] Duplicate notifications on helpdesk modify


I set up a filter to fire a notification on Modify of the HPD:HelpDesk form by 
anyone other than the assignee:

( 'Assignee Login ID' !=  $NULL$ ) AND ( ( 'Last Modified By' != 'Assignee 
Login ID') OR ( 'Last Modified By' !=  "AR_ESCALATOR" ) OR ( 'Last Modified By' 
!=  "Remedy Application Service" ) )

For some reason it fires twice, even when updated by the assignee.  Any ideas 
what I did wrong here?
Sincerely,

Robert Fults
Remedy Dev.
Florida International University
Email: rfu...@fiu.edu<mailto:rfu...@fiu.edu>
http://uts.fiu.edu


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Re: [HERD] Duplicate notifications on helpdesk modify

[Thomas Bean]

This won't fix the firing twice issue, but I just noticed that my earlier
recommendation was incomplete -- you still need to explicitly exclude
AR_ESCALATOR and "Remedy Application Service":
*
*
*'Assignee Login ID' != $USER$** AND **$USER$ != "AR_ESCALATOR" AND **$USER$
!= "Remedy Application Service"*

I would recommend running a Filter log in the client to determine what is
triggering the filter to run twice.

--Thomas

On Wed, Nov 18, 2009 at 11:00 AM, Robert Fults  wrote:

>  Thanks!  That is one issue down.  Still firing twice though.
>
>
>
>
>
> *From:* Thomas Bean [mailto:bea...@slu.edu]
> *Sent:* Wednesday, November 18, 2009 11:54 AM
> *To:* Robert Fults
> *Cc:* arslist@ARSLIST.ORG; herd-dispa...@lists.stanford.edu
> *Subject:* Re: [HERD] Duplicate notifications on helpdesk modify
>
>
>
> Hi Robert,
> I'm not sure why it is firing twice, but the 'OR' operators are the reason
> it is firing even when the assignee makes the update (using 'AND' would
> probably prevent this).
>
> I would recommend trying a much simpler 'Run If' statement:
>
> *'Assignee Login ID' != $USER$*
>
>
> If the 'Assignee Login ID' field is NULL, it shouldn't meet the
> qualification.
>
> Hope that helps,
>
> --Thomas
>
> On Wed, Nov 18, 2009 at 10:37 AM, Robert Fults  wrote:
>
> I set up a filter to fire a notification on Modify of the HPD:HelpDesk form
> by anyone other than the assignee:
>
> *( 'Assignee Login ID' !=  $NULL$ ) AND ( ( 'Last Modified By' !=
> 'Assignee Login ID') OR ( 'Last Modified By' !=  "AR_ESCALATOR" ) OR ( 'Last
> Modified By' !=  "Remedy Application Service" ) )*
>
> For some reason it fires twice, even when updated by the assignee.  Any
> ideas what I did wrong here?
>
> Sincerely,
>
>
>
> Robert Fults
>
> Remedy Dev.
>
> Florida International University
>
> Email: rfu...@fiu.edu
>
> http://uts.fiu.edu
>
>
>
>
>

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Re: Duplicate notifications on helpdesk modify

[Robert Fults]

7.1 patch 007

Sincerely,

Robert Fults
Coordinator, UTS Support Center
Florida International University
University Park, PC 330
Miami, Florida 33199
Office: 305-348-2284
Email: rfu...@fiu.edu<mailto:rfu...@fiu.edu>
http://uts.fiu.edu

From: Shellman, David [mailto:dave.shell...@tycoelectronics.com]
Sent: Wednesday, November 18, 2009 11:40 AM
Subject: Re: Duplicate notifications on helpdesk modify

**
There was a bug in the email engine that generated duplicate messages.  What 
version of the email engine are you using?

Dave


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Robert Fults
Sent: Wednesday, November 18, 2009 11:38 AM
To: arslist@ARSLIST.ORG
Subject: Duplicate notifications on helpdesk modify
**

I set up a filter to fire a notification on Modify of the HPD:HelpDesk form by 
anyone other than the assignee:

( 'Assignee Login ID' !=  $NULL$ ) AND ( ( 'Last Modified By' != 'Assignee 
Login ID') OR ( 'Last Modified By' !=  "AR_ESCALATOR" ) OR ( 'Last Modified By' 
!=  "Remedy Application Service" ) )

For some reason it fires twice, even when updated by the assignee.  Any ideas 
what I did wrong here?
Sincerely,

Robert Fults
Remedy Dev.
Florida International University
Email: rfu...@fiu.edu<mailto:rfu...@fiu.edu>
http://uts.fiu.edu

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Re: [HERD] Duplicate notifications on helpdesk modify

[Shellman, David]

What does your filter log show?


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Robert Fults
Sent: Wednesday, November 18, 2009 12:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: [HERD] Duplicate notifications on helpdesk modify

**
Thanks!  That is one issue down.  Still firing twice though.


From: Thomas Bean [mailto:bea...@slu.edu]
Sent: Wednesday, November 18, 2009 11:54 AM
To: Robert Fults
Cc: arslist@ARSLIST.ORG; herd-dispa...@lists.stanford.edu
Subject: Re: [HERD] Duplicate notifications on helpdesk modify

Hi Robert,
I'm not sure why it is firing twice, but the 'OR' operators are the reason it 
is firing even when the assignee makes the update (using 'AND' would probably 
prevent this).

I would recommend trying a much simpler 'Run If' statement:
'Assignee Login ID' != $USER$

If the 'Assignee Login ID' field is NULL, it shouldn't meet the qualification.

Hope that helps,

--Thomas
On Wed, Nov 18, 2009 at 10:37 AM, Robert Fults 
mailto:rfu...@fiu.edu>> wrote:

I set up a filter to fire a notification on Modify of the HPD:HelpDesk form by 
anyone other than the assignee:

( 'Assignee Login ID' !=  $NULL$ ) AND ( ( 'Last Modified By' != 'Assignee 
Login ID') OR ( 'Last Modified By' !=  "AR_ESCALATOR" ) OR ( 'Last Modified By' 
!=  "Remedy Application Service" ) )

For some reason it fires twice, even when updated by the assignee.  Any ideas 
what I did wrong here?
Sincerely,

Robert Fults
Remedy Dev.
Florida International University
Email: rfu...@fiu.edu<mailto:rfu...@fiu.edu>
http://uts.fiu.edu


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Re: [HERD] Duplicate notifications on helpdesk modify

[Robert Fults]

Thanks!  That is one issue down.  Still firing twice though.


From: Thomas Bean [mailto:bea...@slu.edu]
Sent: Wednesday, November 18, 2009 11:54 AM
To: Robert Fults
Cc: arslist@ARSLIST.ORG; herd-dispa...@lists.stanford.edu
Subject: Re: [HERD] Duplicate notifications on helpdesk modify

Hi Robert,
I'm not sure why it is firing twice, but the 'OR' operators are the reason it 
is firing even when the assignee makes the update (using 'AND' would probably 
prevent this).

I would recommend trying a much simpler 'Run If' statement:
'Assignee Login ID' != $USER$

If the 'Assignee Login ID' field is NULL, it shouldn't meet the qualification.

Hope that helps,

--Thomas
On Wed, Nov 18, 2009 at 10:37 AM, Robert Fults 
mailto:rfu...@fiu.edu>> wrote:

I set up a filter to fire a notification on Modify of the HPD:HelpDesk form by 
anyone other than the assignee:

( 'Assignee Login ID' !=  $NULL$ ) AND ( ( 'Last Modified By' != 'Assignee 
Login ID') OR ( 'Last Modified By' !=  "AR_ESCALATOR" ) OR ( 'Last Modified By' 
!=  "Remedy Application Service" ) )

For some reason it fires twice, even when updated by the assignee.  Any ideas 
what I did wrong here?
Sincerely,

Robert Fults
Remedy Dev.
Florida International University
Email: rfu...@fiu.edu<mailto:rfu...@fiu.edu>
http://uts.fiu.edu



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Re: [HERD] Duplicate notifications on helpdesk modify

[Thomas Bean]

Hi Robert,
I'm not sure why it is firing twice, but the 'OR' operators are the reason
it is firing even when the assignee makes the update (using 'AND' would
probably prevent this).

I would recommend trying a much simpler 'Run If' statement:

*'Assignee Login ID' != $USER$*

If the 'Assignee Login ID' field is NULL, it shouldn't meet the
qualification.

Hope that helps,

--Thomas

On Wed, Nov 18, 2009 at 10:37 AM, Robert Fults  wrote:

>  I set up a filter to fire a notification on Modify of the HPD:HelpDesk
> form by anyone other than the assignee:
>
> *( 'Assignee Login ID' !=  $NULL$ ) AND ( ( 'Last Modified By' !=
> 'Assignee Login ID') OR ( 'Last Modified By' !=  "AR_ESCALATOR" ) OR ( 'Last
> Modified By' !=  "Remedy Application Service" ) )*
>
> For some reason it fires twice, even when updated by the assignee.  Any
> ideas what I did wrong here?
>
> Sincerely,
>
>
>
> Robert Fults
>
> Remedy Dev.
>
> Florida International University
>
> Email: rfu...@fiu.edu
>
> http://uts.fiu.edu
>
>
>

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Re: Duplicate notifications on helpdesk modify

[Norbert Bolmer]

Hi Robert,

I think you have to replace the ORs with ANDs. 

If 'Last Modified By' is e.g. "AR_ESCALATOR" then 'Last Modified By' != 
'Assignee Login ID' is true

Br,
Norbert


Am 18.11.2009 um 17:37 schrieb Robert Fults:

> **
> I set up a filter to fire a notification on Modify of the HPD:HelpDesk form 
> by anyone other than the assignee:
> 
> ( 'Assignee Login ID' !=  $NULL$ ) AND ( ( 'Last Modified By' != 'Assignee 
> Login ID') OR ( 'Last Modified By' !=  "AR_ESCALATOR" ) OR ( 'Last Modified 
> By' !=  "Remedy Application Service" ) )
> 
> For some reason it fires twice, even when updated by the assignee.  Any ideas 
> what I did wrong here?
> 
> Sincerely,
> 
>  
> 
> Robert Fults
> 
> Remedy Dev.
> 
> Florida International University
> 
> Email: rfu...@fiu.edu
> 
> http://uts.fiu.edu
> 
>  
> 
> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_


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Re: Duplicate notifications on helpdesk modify

[Shellman, David]

There was a bug in the email engine that generated duplicate messages.  What 
version of the email engine are you using?

Dave


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Robert Fults
Sent: Wednesday, November 18, 2009 11:38 AM
To: arslist@ARSLIST.ORG
Subject: Duplicate notifications on helpdesk modify

**

I set up a filter to fire a notification on Modify of the HPD:HelpDesk form by 
anyone other than the assignee:

( 'Assignee Login ID' !=  $NULL$ ) AND ( ( 'Last Modified By' != 'Assignee 
Login ID') OR ( 'Last Modified By' !=  "AR_ESCALATOR" ) OR ( 'Last Modified By' 
!=  "Remedy Application Service" ) )

For some reason it fires twice, even when updated by the assignee.  Any ideas 
what I did wrong here?
Sincerely,

Robert Fults
Remedy Dev.
Florida International University
Email: rfu...@fiu.edu<mailto:rfu...@fiu.edu>
http://uts.fiu.edu

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Duplicate notifications on helpdesk modify

[Robert Fults]

I set up a filter to fire a notification on Modify of the HPD:HelpDesk form by 
anyone other than the assignee:

( 'Assignee Login ID' !=  $NULL$ ) AND ( ( 'Last Modified By' != 'Assignee 
Login ID') OR ( 'Last Modified By' !=  "AR_ESCALATOR" ) OR ( 'Last Modified By' 
!=  "Remedy Application Service" ) )

For some reason it fires twice, even when updated by the assignee.  Any ideas 
what I did wrong here?
Sincerely,

Robert Fults
Remedy Dev.
Florida International University
Email: rfu...@fiu.edu
http://uts.fiu.edu


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