Re: Import into HPD:HelpDesk ARS 6.3
Ok, I really owe you all one. The filter for SHRH:SHR-SubmitConsolidated was disabled, so I looked and found a custom filter that was made for our company when they did the implementation. I enabled merge on this filter, did my original import into HPD:HelpDesk, and guess what, all looks good. I'm going to do a bit more testing/checking, but I think it's good. Thanks again, Jamie From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer Sent: Thursday, May 15, 2008 10:48 PM To: arslist@ARSLIST.ORG Subject: Re: Import into HPD:HelpDesk ARS 6.3 ** I have an older version of HD but one example of a filter name is SHRH:SHR-SubmitConsolidated. You find one under SHRT: and SHRTC: You'll find the fields on the consolidated form that are created when a new record is first created. I think you might be able to check Merge on the filters and the records you import should then create the consolidated records. You'd have to test that. The SHR:Consolidated form is the key to many things. Susan On Tue, May 13, 2008 at 1:44 PM, Heinzel, Jamie [EMAIL PROTECTED] wrote: ** Thanks for all your help and guidance on this, I'll try what you said and see how it goes. Jamie This communication may contain confidential Protected Health Information. This information is intended only for the use of the individual or entity to which it is addressed. The authorized recipient of this information is prohibited from disclosing this information to any other party unless required to do so by law or regulation and is required to destroy the information after its stated need has been fulfilled. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, or action taken in reliance on the contents of these documents is strictly prohibited by federal law. If you have received this information in error, please notify the sender immediately and arrange for the return or destruction of these documents. __ This email has been scanned by VCPI Managed Email Content Services, powered by MessageLabs technology. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Import into HPD:HelpDesk ARS 6.3
Does this work in ARS 6.x or is it for 7.x only? Also I see in 7.x there is a form called HPD:IncidentInterface_Create that will do what I am looking for. Is there an equivalent on 6.x or is it possible to modify it and use it on 6.x? Thanks again, Jamie From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Robert Molenda Sent: Wednesday, May 14, 2008 12:22 PM To: arslist@ARSLIST.ORG Subject: Re: Import into HPD:HelpDesk ARS 6.3 ** If you can use web-services, you can also use the standard OOB Web Service: HelpDesk_Submit_Service, else you must create a queueing form and do the push into incident as previously suggested... HTH Robert This communication may contain confidential Protected Health Information. This information is intended only for the use of the individual or entity to which it is addressed. The authorized recipient of this information is prohibited from disclosing this information to any other party unless required to do so by law or regulation and is required to destroy the information after its stated need has been fulfilled. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, or action taken in reliance on the contents of these documents is strictly prohibited by federal law. If you have received this information in error, please notify the sender immediately and arrange for the return or destruction of these documents. __ This email has been scanned by VCPI Managed Email Content Services, powered by MessageLabs technology. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Import into HPD:HelpDesk ARS 6.3
I have an older version of HD but one example of a filter name is SHRH:SHR-SubmitConsolidated. You find one under SHRT: and SHRTC:You'll find the fields on the consolidated form that are created when a new record is first created. I think you might be able to check Merge on the filters and the records you import should then create the consolidated records. You'd have to test that. The SHR:Consolidated form is the key to many things. Susan On Tue, May 13, 2008 at 1:44 PM, Heinzel, Jamie [EMAIL PROTECTED] wrote: ** Thanks for all your help and guidance on this, I'll try what you said and see how it goes. Jamie -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Scott Parrish *Sent:* Tuesday, May 13, 2008 1:49 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Import into HPD:HelpDesk ARS 6.3 Jamie, Without knowing all of the ins and outs of your environment and exactly what you are trying to do it's hard to say what the best route may be, but if it were me, I would probably create a Display Only staging form with just the fields that are being imported. I would have workflow that executes On Merge to push the data from the staging form into the HPD:HelpDesk form (as this will cause a submit and all workflow that executes on submit will execute). There's many ways to skin this cat, this is just one of them. Scott Parrish IT Prophets, LLC (770) 653-5203 www.itprophets.com -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Heinzel, Jamie *Sent:* Tuesday, May 13, 2008 1:40 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Import into HPD:HelpDesk ARS 6.3 No this is going to be an ongoing process. I'm still trying to figure out the best way to do it, so all options are on the table. I think it's obvious from my posts that I'm fairly new to Remedy. This is part of a larger automation project that I'm working on and scripted creation of Remedy profiles and tickets are part of it. Jamie -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Scott Parrish *Sent:* Tuesday, May 13, 2008 1:32 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Import into HPD:HelpDesk ARS 6.3 To Rick's point: The issue you are running into, I believe, is that none of the filter workflow associated with generating a help desk ticket executes on merge, therefore, the SHR:ConsolidatedList form isn't going to be populated. If this is going to be an ongoing process you will need to modify some of the out-of-the-box filter workflow. If it's a one-time thing you could, conceivable, find a way to trigger the push OR export what you have imported and import that export into the SHR:ConsolidatedList. Scott Parrish IT Prophets, LLC (770) 653-5203 www.itprophets.com -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Rick Cook *Sent:* Tuesday, May 13, 2008 1:16 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Import into HPD:HelpDesk ARS 6.3 ** The support console is sourced in the SHR:ConsolidatedList form. You will need to look at the workflow that pushes to there when a Help Desk record is created, and ensure that workflow fires when you import your tickets. Rick On Tue, May 13, 2008 at 10:01 AM, Heinzel, Jamie [EMAIL PROTECTED] wrote: ** I'm looking for some assistance in importing from a csv into HPD:HelpDesk to create tickets as part of a batch process when a new user is set up. I have the import working, but it doesn't seem that the tickets are showing up in Remedy User. They show up if I do a search for open tickets, but they aren't showing up in the support console for some reason. I can provide any additional information that is needed to help out. If someone has done this before or if someone can point me in the right direction it would be great. Thanks in advance, Jamie -- This communication may contain confidential Protected Health Information. This information is intended only for the use of the individual or entity to which it is addressed. The authorized recipient of this information is prohibited from disclosing this information to any other party unless required to do so by law or regulation and is required to destroy the information after its stated need has been fulfilled. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, or action taken in reliance on the contents of these documents is strictly prohibited by federal law. If you have received this information in error, please notify the sender immediately and arrange for the return or destruction of these documents
Re: Import into HPD:HelpDesk ARS 6.3
Jamie, If you can give us some more information about your environment and what you are using for the automation, we can probably give you more assistance. an example would be ARS 6.3 Patch 18 HD 6.0 Oracle 10 w/9 libraries Oracle on a remote server Windows 2003 4 gig on app server and 8 gig on DB server Claire From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Heinzel, Jamie Sent: Tuesday, May 13, 2008 1:45 PM To: arslist@ARSLIST.ORG Subject: Re: Import into HPD:HelpDesk ARS 6.3 ** Thanks for all your help and guidance on this, I'll try what you said and see how it goes. Jamie From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Scott Parrish Sent: Tuesday, May 13, 2008 1:49 PM To: arslist@ARSLIST.ORG Subject: Re: Import into HPD:HelpDesk ARS 6.3 Jamie, Without knowing all of the ins and outs of your environment and exactly what you are trying to do it's hard to say what the best route may be, but if it were me, I would probably create a Display Only staging form with just the fields that are being imported. I would have workflow that executes On Merge to push the data from the staging form into the HPD:HelpDesk form (as this will cause a submit and all workflow that executes on submit will execute). There's many ways to skin this cat, this is just one of them. Scott Parrish IT Prophets, LLC (770) 653-5203 www.itprophets.com From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Heinzel, Jamie Sent: Tuesday, May 13, 2008 1:40 PM To: arslist@ARSLIST.ORG Subject: Re: Import into HPD:HelpDesk ARS 6.3 No this is going to be an ongoing process. I'm still trying to figure out the best way to do it, so all options are on the table. I think it's obvious from my posts that I'm fairly new to Remedy. This is part of a larger automation project that I'm working on and scripted creation of Remedy profiles and tickets are part of it. Jamie From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Scott Parrish Sent: Tuesday, May 13, 2008 1:32 PM To: arslist@ARSLIST.ORG Subject: Re: Import into HPD:HelpDesk ARS 6.3 To Rick's point: The issue you are running into, I believe, is that none of the filter workflow associated with generating a help desk ticket executes on merge, therefore, the SHR:ConsolidatedList form isn't going to be populated. If this is going to be an ongoing process you will need to modify some of the out-of-the-box filter workflow. If it's a one-time thing you could, conceivable, find a way to trigger the push OR export what you have imported and import that export into the SHR:ConsolidatedList. Scott Parrish IT Prophets, LLC (770) 653-5203 www.itprophets.com From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Tuesday, May 13, 2008 1:16 PM To: arslist@ARSLIST.ORG Subject: Re: Import into HPD:HelpDesk ARS 6.3 ** The support console is sourced in the SHR:ConsolidatedList form. You will need to look at the workflow that pushes to there when a Help Desk record is created, and ensure that workflow fires when you import your tickets. Rick On Tue, May 13, 2008 at 10:01 AM, Heinzel, Jamie [EMAIL PROTECTED] wrote: ** I'm looking for some assistance in importing from a csv into HPD:HelpDesk to create tickets as part of a batch process when a new user is set up. I have the import working, but it doesn't seem that the tickets are showing up in Remedy User. They show up if I do a search for open tickets, but they aren't showing up in the support console for some reason. I can provide any additional information that is needed to help out. If someone has done this before or if someone can point me in the right direction it would be great. Thanks in advance, Jamie This communication may contain confidential Protected Health Information. This information is intended only for the use of the individual or entity to which it is addressed. The authorized recipient of this information is prohibited from disclosing this information to any other party unless required to do so by law or regulation and is required to destroy the information after its stated need has been fulfilled. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, or action taken in reliance on the contents of these documents is strictly prohibited by federal law. If you have received this information in error, please notify the sender immediately and arrange for the return or destruction of these documents. __ This email has been scanned
Re: Import into HPD:HelpDesk ARS 6.3
If you can use web-services, you can also use the standard OOB Web Service: HelpDesk_Submit_Service, else you must create a queueing form and do the push into incident as previously suggested... HTH Robert On Wed, May 14, 2008 at 7:46 AM, Sanford, Claire [EMAIL PROTECTED] wrote: ** Jamie, If you can give us some more information about your environment and what you are using for the automation, we can probably give you more assistance. an example would be ARS 6.3 Patch 18 HD 6.0 Oracle 10 w/9 libraries Oracle on a remote server Windows 2003 4 gig on app server and 8 gig on DB server Claire -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Heinzel, Jamie *Sent:* Tuesday, May 13, 2008 1:45 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Import into HPD:HelpDesk ARS 6.3 ** Thanks for all your help and guidance on this, I'll try what you said and see how it goes. Jamie -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Scott Parrish *Sent:* Tuesday, May 13, 2008 1:49 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Import into HPD:HelpDesk ARS 6.3 Jamie, Without knowing all of the ins and outs of your environment and exactly what you are trying to do it's hard to say what the best route may be, but if it were me, I would probably create a Display Only staging form with just the fields that are being imported. I would have workflow that executes On Merge to push the data from the staging form into the HPD:HelpDesk form (as this will cause a submit and all workflow that executes on submit will execute). There's many ways to skin this cat, this is just one of them. Scott Parrish IT Prophets, LLC (770) 653-5203 www.itprophets.com -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Heinzel, Jamie *Sent:* Tuesday, May 13, 2008 1:40 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Import into HPD:HelpDesk ARS 6.3 No this is going to be an ongoing process. I'm still trying to figure out the best way to do it, so all options are on the table. I think it's obvious from my posts that I'm fairly new to Remedy. This is part of a larger automation project that I'm working on and scripted creation of Remedy profiles and tickets are part of it. Jamie -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Scott Parrish *Sent:* Tuesday, May 13, 2008 1:32 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Import into HPD:HelpDesk ARS 6.3 To Rick's point: The issue you are running into, I believe, is that none of the filter workflow associated with generating a help desk ticket executes on merge, therefore, the SHR:ConsolidatedList form isn't going to be populated. If this is going to be an ongoing process you will need to modify some of the out-of-the-box filter workflow. If it's a one-time thing you could, conceivable, find a way to trigger the push OR export what you have imported and import that export into the SHR:ConsolidatedList. Scott Parrish IT Prophets, LLC (770) 653-5203 www.itprophets.com -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Rick Cook *Sent:* Tuesday, May 13, 2008 1:16 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Import into HPD:HelpDesk ARS 6.3 ** The support console is sourced in the SHR:ConsolidatedList form. You will need to look at the workflow that pushes to there when a Help Desk record is created, and ensure that workflow fires when you import your tickets. Rick On Tue, May 13, 2008 at 10:01 AM, Heinzel, Jamie [EMAIL PROTECTED] wrote: ** I'm looking for some assistance in importing from a csv into HPD:HelpDesk to create tickets as part of a batch process when a new user is set up. I have the import working, but it doesn't seem that the tickets are showing up in Remedy User. They show up if I do a search for open tickets, but they aren't showing up in the support console for some reason. I can provide any additional information that is needed to help out. If someone has done this before or if someone can point me in the right direction it would be great. Thanks in advance, Jamie -- This communication may contain confidential Protected Health Information. This information is intended only for the use of the individual or entity to which it is addressed. The authorized recipient of this information is prohibited from disclosing this information to any other party unless required to do so by law or regulation and is required to destroy the information after its stated need has been fulfilled. If you are not the intended recipient, you are hereby
Import into HPD:HelpDesk ARS 6.3
I'm looking for some assistance in importing from a csv into HPD:HelpDesk to create tickets as part of a batch process when a new user is set up. I have the import working, but it doesn't seem that the tickets are showing up in Remedy User. They show up if I do a search for open tickets, but they aren't showing up in the support console for some reason. I can provide any additional information that is needed to help out. If someone has done this before or if someone can point me in the right direction it would be great. Thanks in advance, Jamie This communication may contain confidential Protected Health Information. This information is intended only for the use of the individual or entity to which it is addressed. The authorized recipient of this information is prohibited from disclosing this information to any other party unless required to do so by law or regulation and is required to destroy the information after its stated need has been fulfilled. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, or action taken in reliance on the contents of these documents is strictly prohibited by federal law. If you have received this information in error, please notify the sender immediately and arrange for the return or destruction of these documents. __ This email has been scanned by VCPI Managed Email Content Services, powered by MessageLabs technology. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Import into HPD:HelpDesk ARS 6.3 (U)
UNCLASSIFIED Does you import set the SCHEMA fields? Sandra Hennigan OSD Enterprise Remedy Administrator Office # 703-602-2525 x248 Apparently, there is nothing that cannot happen today. Mark Twain -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Heinzel, Jamie Sent: Tuesday, May 13, 2008 1:01 PM To: arslist@ARSLIST.ORG Subject: Import into HPD:HelpDesk ARS 6.3 ** I'm looking for some assistance in importing from a csv into HPD:HelpDesk to create tickets as part of a batch process when a new user is set up. I have the import working, but it doesn't seem that the tickets are showing up in Remedy User. They show up if I do a search for open tickets, but they aren't showing up in the support console for some reason. I can provide any additional information that is needed to help out. If someone has done this before or if someone can point me in the right direction it would be great. Thanks in advance, Jamie _ This communication may contain confidential Protected Health Information. This information is intended only for the use of the individual or entity to which it is addressed. The authorized recipient of this information is prohibited from disclosing this information to any other party unless required to do so by law or regulation and is required to destroy the information after its stated need has been fulfilled. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, or action taken in reliance on the contents of these documents is strictly prohibited by federal law. If you have received this information in error, please notify the sender immediately and arrange for the return or destruction of these documents. __ This email has been scanned by VCPI Managed Email Content Services, powered by MessageLabs technology. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Import into HPD:HelpDesk ARS 6.3
The support console is sourced in the SHR:ConsolidatedList form. You will need to look at the workflow that pushes to there when a Help Desk record is created, and ensure that workflow fires when you import your tickets. Rick On Tue, May 13, 2008 at 10:01 AM, Heinzel, Jamie [EMAIL PROTECTED] wrote: ** I'm looking for some assistance in importing from a csv into HPD:HelpDesk to create tickets as part of a batch process when a new user is set up. I have the import working, but it doesn't seem that the tickets are showing up in Remedy User. They show up if I do a search for open tickets, but they aren't showing up in the support console for some reason. I can provide any additional information that is needed to help out. If someone has done this before or if someone can point me in the right direction it would be great. Thanks in advance, Jamie -- This communication may contain confidential Protected Health Information. This information is intended only for the use of the individual or entity to which it is addressed. The authorized recipient of this information is prohibited from disclosing this information to any other party unless required to do so by law or regulation and is required to destroy the information after its stated need has been fulfilled. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, or action taken in reliance on the contents of these documents is strictly prohibited by federal law. If you have received this information in error, please notify the sender immediately and arrange for the return or destruction of these documents. __ This email has been scanned by VCPI Managed Email Content Services, powered by MessageLabs technology. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Import into HPD:HelpDesk ARS 6.3
Jamie: What version of Help Desk are you on? Thanks, --Phil - Original Message From: Heinzel, Jamie [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tuesday, May 13, 2008 10:01:18 AM Subject: Import into HPD:HelpDesk ARS 6.3 ** I’m looking for some assistance in importing from a csv into HPD:HelpDesk to create tickets as part of a batch process when a new user is set up. I have the import working, but it doesn’t seem that the tickets are showing up in Remedy User. They show up if I do a search for open tickets, but they aren’t showing up in the support console for some reason. I can provide any additional information that is needed to help out. If someone has done this before or if someone can point me in the right direction it would be great. Thanks in advance, Jamie This communication may contain confidential Protected Health Information. This information is intended only for the use of the individual or entity to which it is addressed. The authorized recipient of this information is prohibited from disclosing this information to any other party unless required to do so by law or regulation and is required to destroy the information after its stated need has been fulfilled. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, or action taken in reliance on the contents of these documents is strictly prohibited by federal law. If you have received this information in error, please notify the sender immediately and arrange for the return or destruction of these documents. __ This email has been scanned by VCPI Managed Email Content Services, powered by MessageLabs technology. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Import into HPD:HelpDesk ARS 6.3 (U)
I suppose it would have helped to attach what I'm mapping currently. Thanks in advance, Jamie -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Hennigan, Sandra H CTR OSD-CIO Sent: Tuesday, May 13, 2008 1:15 PM To: arslist@ARSLIST.ORG Subject: Re: Import into HPD:HelpDesk ARS 6.3 (U) UNCLASSIFIED Does you import set the SCHEMA fields? Sandra Hennigan OSD Enterprise Remedy Administrator Office # 703-602-2525 x248 Apparently, there is nothing that cannot happen today. Mark Twain -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Heinzel, Jamie Sent: Tuesday, May 13, 2008 1:01 PM To: arslist@ARSLIST.ORG Subject: Import into HPD:HelpDesk ARS 6.3 ** I'm looking for some assistance in importing from a csv into HPD:HelpDesk to create tickets as part of a batch process when a new user is set up. I have the import working, but it doesn't seem that the tickets are showing up in Remedy User. They show up if I do a search for open tickets, but they aren't showing up in the support console for some reason. I can provide any additional information that is needed to help out. If someone has done this before or if someone can point me in the right direction it would be great. Thanks in advance, Jamie _ This communication may contain confidential Protected Health Information. This information is intended only for the use of the individual or entity to which it is addressed. The authorized recipient of this information is prohibited from disclosing this information to any other party unless required to do so by law or regulation and is required to destroy the information after its stated need has been fulfilled. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, or action taken in reliance on the contents of these documents is strictly prohibited by federal law. If you have received this information in error, please notify the sender immediately and arrange for the return or destruction of these documents. __ This email has been scanned by VCPI Managed Email Content Services, powered by MessageLabs technology. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are This communication may contain confidential Protected Health Information. This information is intended only for the use of the individual or entity to which it is addressed. The authorized recipient of this information is prohibited from disclosing this information to any other party unless required to do so by law or regulation and is required to destroy the information after its stated need has been fulfilled. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, or action taken in reliance on the contents of these documents is strictly prohibited by federal law. If you have received this information in error, please notify the sender immediately and arrange for the return or destruction of these documents. __ This email has been scanned by VCPI Managed Email Content Services, powered by MessageLabs technology. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Areattachment: import.gif
Re: Import into HPD:HelpDesk ARS 6.3
Have you tried using the ITSM data imort tool? Sent from my Verizon Wireless BlackBerry -Original Message- From: Phil Murnane [EMAIL PROTECTED] Date: Tue, 13 May 2008 10:17:28 To:arslist@ARSLIST.ORG Subject: Re: Import into HPD:HelpDesk ARS 6.3 ** Jamie: What version of Help Desk are you on? Thanks, --Phil - Original Message From: Heinzel, Jamie [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tuesday, May 13, 2008 10:01:18 AM Subject: Import into HPD:HelpDesk ARS 6.3 ** I’m looking for some assistance in importing from a csv into HPD:HelpDesk to create tickets as part of a batch process when a new user is set up. I have the import working, but it doesn’t seem that the tickets are showing up in Remedy User. They show up if I do a search for open tickets, but they aren’t showing up in the support console for some reason. I can provide any additional information that is needed to help out. If someone has done this before or if someone can point me in the right direction it would be great. Thanks in advance, Jamie This communication may contain confidential Protected Health Information. This information is intended only for the use of the individual or entity to which it is addressed. The authorized recipient of this information is prohibited from disclosing this information to any other party unless required to do so by law or regulation and is required to destroy the information after its stated need has been fulfilled. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, or action taken in reliance on the contents of these documents is strictly prohibited by federal law. If you have received this information in error, please notify the sender immediately and arrange for the return or destruction of these documents. __ This email has been scanned by VCPI Managed Email Content Services, powered by MessageLabs technology. __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com ARSlist: Where the Answers Are html___
Re: Import into HPD:HelpDesk ARS 6.3 (U)
Jamie - Rick and David and everyone are right, but if you have already imported the data and you do see it in the HelpDesk form, try performing a modify on one of the tickets and see if it pushes the values to the underlying SHR:ConsolidateList form. If so it might be easier for you to just do some simple modify all to get the records already in place pushed over to the SHR:ConsolidatedList form which will then display in the console table view. I forget now on V6.x whether the modify will do the push, but might be worth a try. :) Candace DeCou DOI Remedy Systems Analyst Verizon Business Office: (408) 371-1112 Email: [EMAIL PROTECTED] Verizon Business - global capability, personal accountability. This e-mail is strictly confidential and intended only for use by the addressee unless otherwise indicated -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Heinzel, Jamie Sent: Tuesday, May 13, 2008 10:18 AM To: arslist@ARSLIST.ORG Subject: Re: Import into HPD:HelpDesk ARS 6.3 (U) I suppose it would have helped to attach what I'm mapping currently. Thanks in advance, Jamie -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Hennigan, Sandra H CTR OSD-CIO Sent: Tuesday, May 13, 2008 1:15 PM To: arslist@ARSLIST.ORG Subject: Re: Import into HPD:HelpDesk ARS 6.3 (U) UNCLASSIFIED Does you import set the SCHEMA fields? Sandra Hennigan OSD Enterprise Remedy Administrator Office # 703-602-2525 x248 Apparently, there is nothing that cannot happen today. Mark Twain -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Heinzel, Jamie Sent: Tuesday, May 13, 2008 1:01 PM To: arslist@ARSLIST.ORG Subject: Import into HPD:HelpDesk ARS 6.3 ** I'm looking for some assistance in importing from a csv into HPD:HelpDesk to create tickets as part of a batch process when a new user is set up. I have the import working, but it doesn't seem that the tickets are showing up in Remedy User. They show up if I do a search for open tickets, but they aren't showing up in the support console for some reason. I can provide any additional information that is needed to help out. If someone has done this before or if someone can point me in the right direction it would be great. Thanks in advance, Jamie _ This communication may contain confidential Protected Health Information. This information is intended only for the use of the individual or entity to which it is addressed. The authorized recipient of this information is prohibited from disclosing this information to any other party unless required to do so by law or regulation and is required to destroy the information after its stated need has been fulfilled. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, or action taken in reliance on the contents of these documents is strictly prohibited by federal law. If you have received this information in error, please notify the sender immediately and arrange for the return or destruction of these documents. __ This email has been scanned by VCPI Managed Email Content Services, powered by MessageLabs technology. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are This communication may contain confidential Protected Health Information. This information is intended only for the use of the individual or entity to which it is addressed. The authorized recipient of this information is prohibited from disclosing this information to any other party unless required to do so by law or regulation and is required to destroy the information after its stated need has been fulfilled. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, or action taken in reliance on the contents of these documents is strictly prohibited by federal law. If you have received this information in error, please notify the sender immediately and arrange for the return or destruction of these documents. __ This email has been scanned by VCPI Managed Email Content Services, powered by MessageLabs technology. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Re: Import into HPD:HelpDesk ARS 6.3
To Rick's point: The issue you are running into, I believe, is that none of the filter workflow associated with generating a help desk ticket executes on merge, therefore, the SHR:ConsolidatedList form isn't going to be populated. If this is going to be an ongoing process you will need to modify some of the out-of-the-box filter workflow. If it's a one-time thing you could, conceivable, find a way to trigger the push OR export what you have imported and import that export into the SHR:ConsolidatedList. Scott Parrish IT Prophets, LLC (770) 653-5203 www.itprophets.com _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Tuesday, May 13, 2008 1:16 PM To: arslist@ARSLIST.ORG Subject: Re: Import into HPD:HelpDesk ARS 6.3 ** The support console is sourced in the SHR:ConsolidatedList form. You will need to look at the workflow that pushes to there when a Help Desk record is created, and ensure that workflow fires when you import your tickets. Rick On Tue, May 13, 2008 at 10:01 AM, Heinzel, Jamie [EMAIL PROTECTED] wrote: ** I'm looking for some assistance in importing from a csv into HPD:HelpDesk to create tickets as part of a batch process when a new user is set up. I have the import working, but it doesn't seem that the tickets are showing up in Remedy User. They show up if I do a search for open tickets, but they aren't showing up in the support console for some reason. I can provide any additional information that is needed to help out. If someone has done this before or if someone can point me in the right direction it would be great. Thanks in advance, Jamie _ This communication may contain confidential Protected Health Information. This information is intended only for the use of the individual or entity to which it is addressed. The authorized recipient of this information is prohibited from disclosing this information to any other party unless required to do so by law or regulation and is required to destroy the information after its stated need has been fulfilled. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, or action taken in reliance on the contents of these documents is strictly prohibited by federal law. If you have received this information in error, please notify the sender immediately and arrange for the return or destruction of these documents. __ This email has been scanned by VCPI Managed Email Content Services, powered by MessageLabs technology. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Import into HPD:HelpDesk ARS 6.3
No this is going to be an ongoing process. I'm still trying to figure out the best way to do it, so all options are on the table. I think it's obvious from my posts that I'm fairly new to Remedy. This is part of a larger automation project that I'm working on and scripted creation of Remedy profiles and tickets are part of it. Jamie From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Scott Parrish Sent: Tuesday, May 13, 2008 1:32 PM To: arslist@ARSLIST.ORG Subject: Re: Import into HPD:HelpDesk ARS 6.3 To Rick's point: The issue you are running into, I believe, is that none of the filter workflow associated with generating a help desk ticket executes on merge, therefore, the SHR:ConsolidatedList form isn't going to be populated. If this is going to be an ongoing process you will need to modify some of the out-of-the-box filter workflow. If it's a one-time thing you could, conceivable, find a way to trigger the push OR export what you have imported and import that export into the SHR:ConsolidatedList. Scott Parrish IT Prophets, LLC (770) 653-5203 www.itprophets.com From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Tuesday, May 13, 2008 1:16 PM To: arslist@ARSLIST.ORG Subject: Re: Import into HPD:HelpDesk ARS 6.3 ** The support console is sourced in the SHR:ConsolidatedList form. You will need to look at the workflow that pushes to there when a Help Desk record is created, and ensure that workflow fires when you import your tickets. Rick On Tue, May 13, 2008 at 10:01 AM, Heinzel, Jamie [EMAIL PROTECTED] wrote: ** I'm looking for some assistance in importing from a csv into HPD:HelpDesk to create tickets as part of a batch process when a new user is set up. I have the import working, but it doesn't seem that the tickets are showing up in Remedy User. They show up if I do a search for open tickets, but they aren't showing up in the support console for some reason. I can provide any additional information that is needed to help out. If someone has done this before or if someone can point me in the right direction it would be great. Thanks in advance, Jamie This communication may contain confidential Protected Health Information. This information is intended only for the use of the individual or entity to which it is addressed. The authorized recipient of this information is prohibited from disclosing this information to any other party unless required to do so by law or regulation and is required to destroy the information after its stated need has been fulfilled. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, or action taken in reliance on the contents of these documents is strictly prohibited by federal law. If you have received this information in error, please notify the sender immediately and arrange for the return or destruction of these documents. __ This email has been scanned by VCPI Managed Email Content Services, powered by MessageLabs technology. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ This communication may contain confidential Protected Health Information. This information is intended only for the use of the individual or entity to which it is addressed. The authorized recipient of this information is prohibited from disclosing this information to any other party unless required to do so by law or regulation and is required to destroy the information after its stated need has been fulfilled. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, or action taken in reliance on the contents of these documents is strictly prohibited by federal law. If you have received this information in error, please notify the sender immediately and arrange for the return or destruction of these documents. __ This email has been scanned by VCPI Managed Email Content Services, powered by MessageLabs technology. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Import into HPD:HelpDesk ARS 6.3
Jamie, Without knowing all of the ins and outs of your environment and exactly what you are trying to do it's hard to say what the best route may be, but if it were me, I would probably create a Display Only staging form with just the fields that are being imported. I would have workflow that executes On Merge to push the data from the staging form into the HPD:HelpDesk form (as this will cause a submit and all workflow that executes on submit will execute). There's many ways to skin this cat, this is just one of them. Scott Parrish IT Prophets, LLC (770) 653-5203 www.itprophets.com _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Heinzel, Jamie Sent: Tuesday, May 13, 2008 1:40 PM To: arslist@ARSLIST.ORG Subject: Re: Import into HPD:HelpDesk ARS 6.3 No this is going to be an ongoing process. I'm still trying to figure out the best way to do it, so all options are on the table. I think it's obvious from my posts that I'm fairly new to Remedy. This is part of a larger automation project that I'm working on and scripted creation of Remedy profiles and tickets are part of it. Jamie _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Scott Parrish Sent: Tuesday, May 13, 2008 1:32 PM To: arslist@ARSLIST.ORG Subject: Re: Import into HPD:HelpDesk ARS 6.3 To Rick's point: The issue you are running into, I believe, is that none of the filter workflow associated with generating a help desk ticket executes on merge, therefore, the SHR:ConsolidatedList form isn't going to be populated. If this is going to be an ongoing process you will need to modify some of the out-of-the-box filter workflow. If it's a one-time thing you could, conceivable, find a way to trigger the push OR export what you have imported and import that export into the SHR:ConsolidatedList. Scott Parrish IT Prophets, LLC (770) 653-5203 www.itprophets.com _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Tuesday, May 13, 2008 1:16 PM To: arslist@ARSLIST.ORG Subject: Re: Import into HPD:HelpDesk ARS 6.3 ** The support console is sourced in the SHR:ConsolidatedList form. You will need to look at the workflow that pushes to there when a Help Desk record is created, and ensure that workflow fires when you import your tickets. Rick On Tue, May 13, 2008 at 10:01 AM, Heinzel, Jamie [EMAIL PROTECTED] wrote: ** I'm looking for some assistance in importing from a csv into HPD:HelpDesk to create tickets as part of a batch process when a new user is set up. I have the import working, but it doesn't seem that the tickets are showing up in Remedy User. They show up if I do a search for open tickets, but they aren't showing up in the support console for some reason. I can provide any additional information that is needed to help out. If someone has done this before or if someone can point me in the right direction it would be great. Thanks in advance, Jamie _ This communication may contain confidential Protected Health Information. This information is intended only for the use of the individual or entity to which it is addressed. The authorized recipient of this information is prohibited from disclosing this information to any other party unless required to do so by law or regulation and is required to destroy the information after its stated need has been fulfilled. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, or action taken in reliance on the contents of these documents is strictly prohibited by federal law. If you have received this information in error, please notify the sender immediately and arrange for the return or destruction of these documents. __ This email has been scanned by VCPI Managed Email Content Services, powered by MessageLabs technology. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ _ This communication may contain confidential Protected Health Information. This information is intended only for the use of the individual or entity to which it is addressed. The authorized recipient of this information is prohibited from disclosing this information to any other party unless required to do so by law or regulation and is required to destroy the information after its stated need has been fulfilled. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, or action taken in reliance on the contents of these documents is strictly prohibited by federal law. If you have received this information in error, please notify the sender immediately and arrange for the return or destruction of these documents
Re: Import into HPD:HelpDesk ARS 6.3
Thanks for all your help and guidance on this, I'll try what you said and see how it goes. Jamie From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Scott Parrish Sent: Tuesday, May 13, 2008 1:49 PM To: arslist@ARSLIST.ORG Subject: Re: Import into HPD:HelpDesk ARS 6.3 Jamie, Without knowing all of the ins and outs of your environment and exactly what you are trying to do it's hard to say what the best route may be, but if it were me, I would probably create a Display Only staging form with just the fields that are being imported. I would have workflow that executes On Merge to push the data from the staging form into the HPD:HelpDesk form (as this will cause a submit and all workflow that executes on submit will execute). There's many ways to skin this cat, this is just one of them. Scott Parrish IT Prophets, LLC (770) 653-5203 www.itprophets.com From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Heinzel, Jamie Sent: Tuesday, May 13, 2008 1:40 PM To: arslist@ARSLIST.ORG Subject: Re: Import into HPD:HelpDesk ARS 6.3 No this is going to be an ongoing process. I'm still trying to figure out the best way to do it, so all options are on the table. I think it's obvious from my posts that I'm fairly new to Remedy. This is part of a larger automation project that I'm working on and scripted creation of Remedy profiles and tickets are part of it. Jamie From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Scott Parrish Sent: Tuesday, May 13, 2008 1:32 PM To: arslist@ARSLIST.ORG Subject: Re: Import into HPD:HelpDesk ARS 6.3 To Rick's point: The issue you are running into, I believe, is that none of the filter workflow associated with generating a help desk ticket executes on merge, therefore, the SHR:ConsolidatedList form isn't going to be populated. If this is going to be an ongoing process you will need to modify some of the out-of-the-box filter workflow. If it's a one-time thing you could, conceivable, find a way to trigger the push OR export what you have imported and import that export into the SHR:ConsolidatedList. Scott Parrish IT Prophets, LLC (770) 653-5203 www.itprophets.com From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Tuesday, May 13, 2008 1:16 PM To: arslist@ARSLIST.ORG Subject: Re: Import into HPD:HelpDesk ARS 6.3 ** The support console is sourced in the SHR:ConsolidatedList form. You will need to look at the workflow that pushes to there when a Help Desk record is created, and ensure that workflow fires when you import your tickets. Rick On Tue, May 13, 2008 at 10:01 AM, Heinzel, Jamie [EMAIL PROTECTED] wrote: ** I'm looking for some assistance in importing from a csv into HPD:HelpDesk to create tickets as part of a batch process when a new user is set up. I have the import working, but it doesn't seem that the tickets are showing up in Remedy User. They show up if I do a search for open tickets, but they aren't showing up in the support console for some reason. I can provide any additional information that is needed to help out. If someone has done this before or if someone can point me in the right direction it would be great. Thanks in advance, Jamie This communication may contain confidential Protected Health Information. This information is intended only for the use of the individual or entity to which it is addressed. The authorized recipient of this information is prohibited from disclosing this information to any other party unless required to do so by law or regulation and is required to destroy the information after its stated need has been fulfilled. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, or action taken in reliance on the contents of these documents is strictly prohibited by federal law. If you have received this information in error, please notify the sender immediately and arrange for the return or destruction of these documents. __ This email has been scanned by VCPI Managed Email Content Services, powered by MessageLabs technology. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ This communication may contain confidential Protected Health Information. This information is intended only for the use of the individual or entity to which it is addressed. The authorized recipient of this information is prohibited from disclosing this information to any other party unless required to do so by law
