NEWBIE: Need to Add Carriage Return via Set Fields Action

[Wes Povich]

I have six character fields ( 1 - 6) on my form.  On modify, I want to create a 
Set Fields action in a Filter to take the values of fields 1 - 5 and add them 
to fix 6 separated by a carriage return.  Can someone assist me with the 
syntax?  I want the output in field 6 to look like the following;

$FIELD 1$
$FIELD 2$
$FIELD 3$
etc.

Any assistance would be greatly appreciated.  Thanks!

Wes

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Re: NEWBIE: Need to Add Carriage Return via Set Fields Action

[Grooms, Frederick W]

Expand the Right Side to get the Expression Editor popup

In the Expression Editor You would put in (Example is for just 3 fields ... )
$FIELD 1$ + 
 + $FIELD 2$ + 
 + $FIELD 3$


When you OK from the Expression Editor you should see something like:   
$FIELD 1$ + ? + $FIELD 2$ + ? + $FIELD 3$   
Where the ? is a square box representing the carriage return character

Fred


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Wes Povich
Sent: Thursday, October 17, 2013 4:40 PM
To: arslist@ARSLIST.ORG
Subject: NEWBIE: Need to Add Carriage Return via Set Fields Action

I have six character fields ( 1 - 6) on my form.  On modify, I want to create a 
Set Fields action in a Filter to take the values of fields 1 - 5 and add them 
to fix 6 separated by a carriage return.  Can someone assist me with the 
syntax?  I want the output in field 6 to look like the following;

$FIELD 1$
$FIELD 2$
$FIELD 3$
etc.

Any assistance would be greatly appreciated.  Thanks!

Wes



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NEWBIE: Need to Add Carriage Return via Set Fields Action

[Wes Povich]

I have six character fields ( 1 - 6) on my form.  On modify, I want to create a 
Set Fields action in a Filter to take the values of fields 1 - 5 and add them 
to fix 6 separated by a carriage return.  Can someone assist me with the 
syntax?  I want the output in field 6 to look like the following;

$FIELD 1$
$FIELD 2$
$FIELD 3$
etc.

Any assistance would be greatly appreciated.  Thanks!

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Workflow newbie

[Larry Barnes]

Good morning,
 
I have created 2 Filters that run against any non-Standard Change
Request.  
  
  The first filters executes on Modify and the Run If statement is:  (
'Change Request Status'  Planning In Progress) AND ('Change Type' !=
Standard Change)

  If true it reads a filed from another from, CHG:Associations with a
Set Fields If statement:
  ( 'Request ID02' = $Infrastructure Change ID$) AND ( 'Request
Type01' = Configuration Item)

 A temp filed called: z1D CI_RelationshipCheck is set to the value
found in the $Request ID02$ field.
 
 
The second filter runs after the first (execution order is 1 higher) and
also Executes on Modify
  The Run if statement is: 
  ( 'z1D CI_RelationshipCheck' =  $NULL$ ) AND ( 'Change Request
Status'  Planning In Progress) and ('Change Type' != Standard
Change)
 
All seems to work well,  if a CI has not been related to the ticket then
an error message pops up on the screen.
 
What I'm trying to do, and can't figure out is,
* Once the ticket is modified the Change Request Status Field
gets changed from
  Planning In Progress to Scheduled for Review
* If there is no related CI then I want this field changed back
to Planning In Progress.
* The user is required to select the Next Stage option in the
Progress Flow bar in
  order to have the status changed back.
 (This is what I'm trying to avoid having the user do)
  
Can this be done with in the second filter?  This is where I'm stuck, I
would like to make this a better process than selecting the Next Stage
option twice to reset this field value. 
 

I come form the old days of programming and having requiring the user to
select the Next Stage option twice to reset the Status filed seems like
poor programming.

Thanks for your time in looking at my dilemma,

Larry B.

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Re: Workflow newbie

[Lyle Taylor]

What about doing your check with Active Links instead?  That way, you can stop 
the save action before it gets to the server and change the status of the 
ticket in the display back to what you want.

Lyle

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Larry Barnes
Sent: Thursday, March 11, 2010 9:58 AM
To: arslist@ARSLIST.ORG
Subject: Workflow newbie

**

Good morning,

I have created 2 Filters that run against any non-Standard Change Request.

  The first filters executes on Modify and the Run If statement is:  ( 
'Change Request Status'  Planning In Progress) AND ('Change Type' != 
Standard Change)

  If true it reads a filed from another from, CHG:Associations with a Set 
Fields If statement:
  ( 'Request ID02' = $Infrastructure Change ID$) AND ( 'Request Type01' = 
Configuration Item)

 A temp filed called: z1D CI_RelationshipCheck is set to the value found in 
the $Request ID02$ field.


The second filter runs after the first (execution order is 1 higher) and also 
Executes on Modify
  The Run if statement is:
  ( 'z1D CI_RelationshipCheck' =  $NULL$ ) AND ( 'Change Request Status'  
Planning In Progress) and ('Change Type' != Standard Change)


All seems to work well,  if a CI has not been related to the ticket then an 
error message pops up on the screen.

What I'm trying to do, and can't figure out is,

* Once the ticket is modified the Change Request Status Field gets changed from
  Planning In Progress to Scheduled for Review
* If there is no related CI then I want this field changed back to Planning In 
Progress.
* The user is required to select the Next Stage option in the Progress Flow 
bar in
  order to have the status changed back.

 (This is what I'm trying to avoid having the user do)

Can this be done with in the second filter?  This is where I'm stuck, I would 
like to make this a better process than selecting the Next Stage option twice 
to reset this field value.



I come form the old days of programming and having requiring the user to select 
the Next Stage option twice to reset the Status filed seems like poor 
programming.

Thanks for your time in looking at my dilemma,

Larry B.
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Re: VBA aruser/Remedy newbie questions

[Redick, Kevin]

Thank you all for the information,
 
Thanks to LJ I now have runmacro up and working that will help me.
 
Mark,
As for the ODBC Data source, unfortunately as I suspect is part of my
problem is IT hasn't really properly installed things.(Or as a
result of still running V5 may not have these extras).
Apparently there is no ODBC drivers installed on our production
machines..(its not listed in Data Source anyhow).
I suspect the fact I was missing runmacro as well indicates a lack of
full/proper install.
 
I'll see if I can work further with my IT to resolve the ODBC issue as
I'd love to play with new ways to interact with data. (I often do batch
data changes through ARuser as well (currently using macros).
 
 
--Kevin




From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mark Latta
Sent: Monday, June 09, 2008 9:00 PM
To: arslist@ARSLIST.ORG
Subject: Re: VBA aruser/Remedy newbie questions


** Kevin,
I have been doing this for years and the simplest method that I have
found is to use the AR System ODBC Data Source available through MS
Excel.  This ODBC driver is installed/available by default on
workstations that have the Remedy User Tool installed on it.  The best
part is that you can simply record an Excel macro while you establish
the ODBC connection to Remedy and define your query criteria through MS
Query.  Once you have recorded the code you'll have almost everything
you need to tailor it and to add subsequent formatting, charting and
analysis code for reporting.  Here are a few things to keep in mind for
security reasons:
1.) Password protect the excel VBA project (in the VB Editor) to protect
the login and password information which will be recorded for
establishing the database connection
2.) If you opt to return the data to Excel (which isn't necessary for
reporting) you will want to set the following Query/Table property:
EnableEditing = False
 This prevents the users from being able to modify the query
criteria after it is retrieved from the database by simply
right-clicking on the data in the Excel worksheet.
 
Summary of steps for the macro:
1.) From the main Excel menu: Data - Import External Data - New
Database Query...
2.) In the Choose Data Source pop-up window select the AR System ODBC
Data Source
3.) Provide the ODBC login information when prompted.
4.) Select your query criteria through MS Query which was automatically
started.  (Select columns, etc.)
  You can choose to return the data to Excel or to continue editing in
MS Query.
  Note: MS Query is limited in capabilities and will not support all
datatypes in Remedy.
 
The format in which the query criteria is recorded is a bit difficult to
edit.  However you can replace that with a query sting property which
allows you to enter plain text that is much simpler to read and edit
than the array type construction that it records it in.
 
Let me know if you need any additional help.  Feel free to email me
directly at [EMAIL PROTECTED]
 
- Mark Latta








Date: Mon, 9 Jun 2008 10:17:00 -0600
From: [EMAIL PROTECTED]
Subject: VBA aruser/Remedy newbie questions
To: arslist@ARSLIST.ORG

** 
Hi everyone I want to apologize as I think my questions may
seem a bit to simple and/or below the level that most of this group is,
hoping to have better questions and maybe some answers for other newbies
like me.
 
Unfortunately due to my current system limitation/access I
am stuck only being able to use VBA and am currently pulling a lot of
Data through ARUSER for my reports.
 
Right now the method I am using to pull information is via
the following code:
 
 

Sub LaunchRemedy(macroname)
Dim App
Dim ARForm
Dim sessionId
 
' create a new Remedy User
Set App = CreateObject(Remedy.User)
 
' login, username and password
sessionId = App.Login(username, password, False)
 
Call App.RunMacro(sessionId, macroname, 0, 0)
#
 
This generally works, I pre-generate my Macro's using VBA and
have this call ARUSER and typically dump out my report for the data I
need to a CSV that is then picked up and my VBA program continues along.
 
My question would be, if there a way using only VBA that I 
a. might be able to run a data set, or a macro without
having to call the ARUSER program?
 (This is a problem as after only a few hours of
continuous polling (My current report pulls around 500+ unique tickets
every 5 minutes) ARUSER runs out of system memory.
or
b. just to get me started while I hopefully learn some
better ways, is there an easy way to close aruser directly? I currently
have my

VBA aruser/Remedy newbie questions

[Redick, Kevin]

Hi everyone I want to apologize as I think my questions may seem a
bit to simple and/or below the level that most of this group is, hoping
to have better questions and maybe some answers for other newbies like
me.
 
Unfortunately due to my current system limitation/access I am stuck
only being able to use VBA and am currently pulling a lot of Data
through ARUSER for my reports.
 
Right now the method I am using to pull information is via the
following code:
 
 

Sub LaunchRemedy(macroname)
Dim App
Dim ARForm
Dim sessionId
 
' create a new Remedy User
Set App = CreateObject(Remedy.User)
 
' login, username and password
sessionId = App.Login(username, password, False)
 
Call App.RunMacro(sessionId, macroname, 0, 0)
#
 
This generally works, I pre-generate my Macro's using VBA and have this
call ARUSER and typically dump out my report for the data I need to a
CSV that is then picked up and my VBA program continues along.
 
My question would be, if there a way using only VBA that I 
a. might be able to run a data set, or a macro without having to
call the ARUSER program?
 (This is a problem as after only a few hours of continuous
polling (My current report pulls around 500+ unique tickets every 5
minutes) ARUSER runs out of system memory.
or
b. just to get me started while I hopefully learn some better ways,
is there an easy way to close aruser directly? I currently have my code
attempt to close pull AR system user into focus after ~40 macro's to
close it, and re-open it. The code I am using right now is bad however.
 
###
' Close Remedy
SendKeys (%F)
SendKeys (x) 
###
 
Very bad code, and as I typically wish to have my reports running in the
background of my current work machine this can also cause problems...
 
P.S. we are using V5.01 I believe ... I only have access to ARUSER.EXE..
ARTASK.EXE doesn't load for me and I do not have registry access. Also I
have no armacro(?) program I have read about in the documentation to
play with...
 
 

TeleTech(r)

Kevin Redick | SMG - Service Monitoring Group | Verizon Online



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This email and any attachments may contain confidential, proprietary and/or 
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Re: VBA aruser/Remedy newbie questions

[Carey Matthew Black]

Kevin,

If your up for it then you might try the ODBC access to ARS data. ( An
ARS ODBC driver should have been installed when the User Tool was
installed.) That might be a better programmatic way to get at the
data.

HTH.
-- 
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.


On Mon, Jun 9, 2008 at 12:17 PM, Redick, Kevin
[EMAIL PROTECTED] wrote:
 **
 Hi everyone I want to apologize as I think my questions may seem a bit
 to simple and/or below the level that most of this group is, hoping to have
 better questions and maybe some answers for other newbies like me.

 Unfortunately due to my current system limitation/access I am stuck only
 being able to use VBA and am currently pulling a lot of Data through ARUSER
 for my reports.

 Right now the method I am using to pull information is via the following
 code:


 
 Sub LaunchRemedy(macroname)
 Dim App
 Dim ARForm
 Dim sessionId

 ' create a new Remedy User
 Set App = CreateObject(Remedy.User)

 ' login, username and password
 sessionId = App.Login(username, password, False)

 Call App.RunMacro(sessionId, macroname, 0, 0)
 #

 This generally works, I pre-generate my Macro's using VBA and have this call
 ARUSER and typically dump out my report for the data I need to a CSV that is
 then picked up and my VBA program continues along.

 My question would be, if there a way using only VBA that I
 a. might be able to run a data set, or a macro without having to call
 the ARUSER program?
  (This is a problem as after only a few hours of continuous polling
 (My current report pulls around 500+ unique tickets every 5 minutes) ARUSER
 runs out of system memory.
 or
 b. just to get me started while I hopefully learn some better ways,
 is there an easy way to close aruser directly? I currently have my code
 attempt to close pull AR system user into focus after ~40 macro's to close
 it, and re-open it. The code I am using right now is bad however.

 ###
 ' Close Remedy
 SendKeys (%F)
 SendKeys (x)
 ###

 Very bad code, and as I typically wish to have my reports running in the
 background of my current work machine this can also cause problems...

 P.S. we are using V5.01 I believe ... I only have access to ARUSER.EXE..
 ARTASK.EXE doesn't load for me and I do not have registry access. Also I
 have no armacro(?) program I have read about in the documentation to play
 with...



 TeleTech(R)

 Kevin Redick | SMG – Service Monitoring Group | Verizon Online

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Re: VBA aruser/Remedy newbie questions

[Mark Latta]

Kevin,
I have been doing this for years and the simplest method that I have found is 
to use the AR System ODBC Data Source available through MS Excel.  This ODBC 
driver is installed/available by default on workstations that have the Remedy 
User Tool installed on it.  The best part is that you can simply record an 
Excel macro while you establish the ODBC connection to Remedy and define your 
query criteria through MS Query.  Once you have recorded the code you'll have 
almost everything you need to tailor it and to add subsequent formatting, 
charting and analysis code for reporting.  Here are a few things to keep in 
mind for security reasons:
1.) Password protect the excel VBA project (in the VB Editor) to protect the 
login and password information which will be recorded for establishing the 
database connection
2.) If you opt to return the data to Excel (which isn't necessary for 
reporting) you will want to set the following Query/Table property: 
EnableEditing = False
 This prevents the users from being able to modify the query criteria after 
it is retrieved from the database by simply right-clicking on the data in the 
Excel worksheet.
 
Summary of steps for the macro:
1.) From the main Excel menu: Data - Import External Data - New Database 
Query...
2.) In the Choose Data Source pop-up window select the AR System ODBC Data 
Source
3.) Provide the ODBC login information when prompted.
4.) Select your query criteria through MS Query which was automatically 
started.  (Select columns, etc.)
  You can choose to return the data to Excel or to continue editing in MS Query.
  Note: MS Query is limited in capabilities and will not support all datatypes 
in Remedy.
 
The format in which the query criteria is recorded is a bit difficult to edit.  
However you can replace that with a query sting property which allows you to 
enter plain text that is much simpler to read and edit than the array type 
construction that it records it in.
 
Let me know if you need any additional help.  Feel free to email me directly at 
[EMAIL PROTECTED]
 
- Mark Latta


Date: Mon, 9 Jun 2008 10:17:00 -0600From: [EMAIL PROTECTED]: VBA aruser/Remedy 
newbie questionsTo: [EMAIL PROTECTED] 

Hi everyone I want to apologize as I think my questions may seem a bit to 
simple and/or below the level that most of this group is, hoping to have better 
questions and maybe some answers for other newbies like me.
 
Unfortunately due to my current system limitation/access I am stuck only 
being able to use VBA and am currently pulling a lot of Data through ARUSER for 
my reports.
 
Right now the method I am using to pull information is via the following 
code:
 
 

Sub LaunchRemedy(macroname)Dim AppDim ARFormDim sessionId
 
' create a new Remedy UserSet App = CreateObject(Remedy.User)
 
' login, username and passwordsessionId = App.Login(username, password, 
False)
 
Call App.RunMacro(sessionId, macroname, 0, 0)
#
 
This generally works, I pre-generate my Macro's using VBA and have this call 
ARUSER and typically dump out my report for the data I need to a CSV that is 
then picked up and my VBA program continues along.
 
My question would be, if there a way using only VBA that I 
a. might be able to run a data set, or a macro without having to call the 
ARUSER program?
 (This is a problem as after only a few hours of continuous polling (My 
current report pulls around 500+ unique tickets every 5 minutes) ARUSER runs 
out of system memory.
or
b. just to get me started while I hopefully learn some better ways, is 
there an easy way to close aruser directly? I currently have my code attempt to 
close pull AR system user into focus after ~40 macro's to close it, and re-open 
it. The code I am using right now is bad however.
 
###
' Close Remedy
SendKeys (%F)SendKeys (x) 
###
 
Very bad code, and as I typically wish to have my reports running in the 
background of my current work machine this can also cause problems...
 
P.S. we are using V5.01 I believe ... I only have access to ARUSER.EXE.. 
ARTASK.EXE doesn't load for me and I do not have registry access. Also I have 
no armacro(?) program I have read about in the documentation to play with...
 
 

TeleTech®
Kevin Redick | SMG – Service Monitoring Group | Verizon Online
Please visit us at http://www.teletech.com 
 This email and any 
attachments may contain confidential, proprietary and/or privileged 
information. If you are not the intended recipient, please immediately notify 
the sender by return email, and delete this communication and any copies. Any 
dissemination or use of this information by a person other than the intended 
recipient is unauthorized and may be subject to criminal and civil proceedings. 
Unless otherwise stated, opinions expressed in this email are those of the 
author and are not endorsed by TeleTech

Re: Newbie: form with links to frequently accessed forms

[Eric Cleereman (IT)]

Stephen,

Thanks for providing this approach.  Since reading this, I've tried this, and 
it works beautifully.

I have a lot of forms I need to access on a regular basis.  This method allows 
me to quickly drill down to whichever form I need, on whichever server I need, 
using whichever view I need.  This really speeds administration up a lot.

A couple tweaks I added to this were as follows:
 - Search / Submit mode buttons to allow opening in either mode.  In
   Search mode, all fields are blank, in Submit mode, they are default
   values.

 - Server Dropdown list, for choosing to open on an alternate server.
   Done from a lookup form, as Dev, QC, Prod, etc...

 - Workflow to populate form name based on display name or vice versa.
   Done using Application-Get-Form-Name or Application-Get-Form-Alias.

 - Workflow to populate VUI field with default VUI.
   select DEFAULTVUI from ARSCHEMA where NAME='$Form Name$'

 - Attached menu for selecting VUIs for a given form.
   select VUINAME from VUI where SCHEMAID=(select SCHEMAID from
   ARSCHEMA where NAME = '$536870916$')

I also start the names of the most frequently used forms with a space, so they 
sort to the top of the table.

Thanks again.

Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Heider, Stephen
Sent: Friday, February 08, 2008 8:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: Newbie: form with links to frequently accessed forms

Ravi,

Here is another approach, something I implemented here.  I have about 80 forms 
that I frequently need to open and search.  Using the Find option in the Object 
List (Ctrl+O, Find, enter text, click Find) is not convenient to me.

I use a Table Field on a display-only/control panel form that points to a 
Regular form containing the names of forms I wish to open.  I use an active 
link that opens the form when I double-click a row in the Table field.

Regular form fields:
'Display Name' A friendly name for the form.
'Form Name' ARS form name, or URL.
'VUI Name' ARS VUI name.
'URL' Checkbox if the entry is a URL.   

The Table Field shows the 'Display Name' and 'Form Name' columns. The URL field 
is included but hidden. 

On double-click the active link opens the form, or if the 'URL' checkbox is 
checked then it opens the URL.

For opening ARS forms (not URLs) the Open Window command uses $SERVER$ for the 
Server Name field, $col Form Name$ for the Form Name field, and $col VUI Name$ 
for the Form View field.  The Window Type is set to Search and the Target 
Location is set to New.

For opening URLs, I use this Run Process command: 

rundll32 url.dll,FileProtocolHandler $col Form Name$

I only need this for Windows User Tool.  You could use the Run Process command 
PERFORM-ACTION-OPEN-URL new to open URLs in mid-tier.

Creating this only took about 30 minutes and I use it every single day for my 
administration.  Anytime I find myself opening a form that is not in this list 
of forms I just add a record to the Regular form field (described above) and 
from them on all I need to do is double-click in the Table field and it's 
opened for me.

To enhance this you could add a checkbox to open the form in New mode instead 
of Search mode.  I seldom need to open in New mode so when I need to, I first 
open in Search modem then select Edit  Copy to New.

Stephen
Remedy Skilled Professional






-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Ravi
Sent: Friday, February 08, 2008 7:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: Newbie: form with links to frequently accessed forms

This is all I am looking for. Thank you. One more question about the active 
link. Can the active link take the name of the button as an argument. What I am 
saying is the following: if I have 5 buttons opening
5 different forms, can I just have one active link taking the name of the 
button as an argument or do I have to create 5 active links?

Thanks
Ravi
MUNJAL, Jaya, IDC wrote:
 **

 Ravi

  

 § Create a Display Only Form

 § Create 5 buttons (name them according to the form they open)

 § Create 5 Active Link with Open Window Action. In the open 
 Window specify which Form you want to open

  

 For more details on the Open Window action of active link refer to 
 Basic User Guide.

  

 Hope this helps.

  

 Thanks

  

  

 Jaya Munjal

 IEA Remedy Team

 RBS India Development Centre (P) Ltd

  

 T  +91 124 6724163

 M +91 9811405409

 [EMAIL PROTECTED]

 Unitech Business Park, Block F, Sector 41, South City 1,

 Gurgaon, Harayana India 122001

 P Please don't print this e-mail unless you really need to.

 www.rbs.com

  

 Visit our Sharepoint site here

 Raise a fault with one of our systems here

  

  

  

  

 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:[EMAIL PROTECTED

Re: Newbie: form with links to frequently accessed forms

[MUNJAL, Jaya, IDC]

Hi Ravi

Remedy works on IDs of all object instead of names. Therefore you can't use 
name as argurment.
You would have 2 create 5 different AL for each form.


Hope this helps.

thanks

Jaya Munjal
IEA Remedy Team
RBS India Development Centre (P) Ltd

T  +91 124 6724163
M +91 9811405409
[EMAIL PROTECTED]
Unitech Business Park, Block F, Sector 41, South City 1,
Gurgaon, Harayana India 122001
P Please don't print this e-mail unless you really need to.
www.rbs.com

Visit our Sharepoint site here
Raise a fault with one of our systems here



-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Ravi
Sent: 08 February 2008 18:10
To: arslist@ARSLIST.ORG
Subject: Re: Newbie: form with links to frequently accessed forms

This is all I am looking for. Thank you. One more question about the
active link. Can the active link take the name of the button as an
argument. What I am saying is the following: if I have 5 buttons opening
5 different forms, can I just have one active link taking the name of
the button as an argument or do I have to create 5 active links?

Thanks
Ravi
MUNJAL, Jaya, IDC wrote:
 **

 Ravi



 § Create a Display Only Form

 § Create 5 buttons (name them according to the form they open)

 § Create 5 Active Link with Open Window Action. In the open
 Window specify which Form you want to open



 For more details on the Open Window action of active link refer to
 Basic User Guide.



 Hope this helps.



 Thanks





 Jaya Munjal

 IEA Remedy Team

 RBS India Development Centre (P) Ltd



 T  +91 124 6724163

 M +91 9811405409

 [EMAIL PROTECTED]

 Unitech Business Park, Block F, Sector 41, South City 1,

 Gurgaon, Harayana India 122001

 P Please don't print this e-mail unless you really need to.

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 Visit our Sharepoint site here

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 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:[EMAIL PROTECTED] On Behalf Of Ravi
 Sent: 08 February 2008 08:52
 To: arslist@ARSLIST.ORG
 Subject: Newbie: form with links to frequently accessed forms



 Hi: I typically access about 5 forms as a user from the remedy client.

 Can somebody point me to the right doc which explains how I can create a

 simple form with links to these forms in search or new mode? I have

 searched many docs and can't seem to find it.



 TIA

 Ravi



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 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org

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 This e-mail message is confidential and for use by the
 addressee only. If the message is received by anyone other
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 computer. Internet e-mails are not necessarily secure. The
 Royal Bank of Scotland plc does not accept responsibility for
 changes made to this message after it was sent.

 Whilst all reasonable care has been taken to avoid the
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Re: Newbie: form with links to frequently accessed forms

[Joe D'Souza]

{\rtf1\ansi\ansicpg1252\deff0\deftab360{\fonttbl{\f0\froman\fprq2\fcharset0 Times New Roman;}{\f1\fswiss Arial;}{\f2\fswiss\fcharset0 Arial;}}

\viewkind4\uc1\pard\lang1033\f0\fs20 Ravi,\par

\par

I know you got several responses from the list regarding this.. Sort of late to jump in but thought I'd give you my thoughts..\par

\par

Are these 5 forms the same set of forms for all the users? Or are they different for each user?\par

\par

If each user has a different set of 5 favorite forms and you want this list to appear on a display only form, with links to open these 5 forms, then you can do this via building a data form that holds the information of these 5 forms for each user.\par

\par

To populate this data, build a configuration point where you get a list of all forms using a dictionary character menu that lists all Form names.. Store the 5 forms for each user on this form..\par

\par

On the display only form you could have a table field to list the 5 forms for the user that is logged in, and a button that does a Open Window action using the form name appearing on the list as the parameter value for the form name (server name and view you want to open the form in).. You could even have the action to prompt the user whether he wants to open the form in a search or new mode and accordingly drive your workflow to open the form in the appropriate mode..\par

\par

Cheers\par

\par

Joe\par

\par

-Original Message-\par

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Ravi\par

Sent: Thursday, February 07, 2008 10:22 PM\par

To: [EMAIL PROTECTED]

Subject: Newbie: form with links to frequently accessed forms\par

\par

\par

Hi: I typically access about 5 forms as a user from the remedy client. Can somebody point me to the right doc which explains how I can create a simple form with links to these forms in search or new mode? I have searched many docs and can't seem to find it.\par

\par

TIA\par

Ravi\f1\par


\pard\plain\f2\fs20 {\pard\plain\f0\fs18 \line No virus found in this outgoing message.\line Checked by AVG Free Edition. \line Version: 7.5.516 / Virus Database: 269.20.2/1270 - Release Date: 2/10/2008 12:21 PM\line  }\par

}

Re: Newbie: form with links to frequently accessed forms

[Axton]

If you only have 5 forms you like to access, you can add them as
favorites in the object browser dialog.  No workflow, just the native
aruser client features.

Axton

On Feb 9, 2008 2:36 AM, Carey Matthew Black [EMAIL PROTECTED] wrote:
 Ravi,

 That depends on the users permissions and how the Application List
 field is being used.

 If users form group X have visible access to the form then they will
 see the Entry points for the form/views that you create.
 If users form group Y have hidden access then they will not see
 those Entry Points.


 There are also more workflow driven ways to focus, or restrict the
 items that show up in the Application List field too. Viewing a
 subset of entry points pg 94 AdvancedGuide-630.pdf.)

 The Application List field approach may not fit your needs,
 (depending on what they exactly are) but it is one way to do
 navigation in ARS.

 Hope that helps.

 --
 Carey Matthew Black
 Remedy Skilled Professional (RSP)
 ARS = Action Request System(Remedy)

 Love, then teach
 Solution = People + Process + Tools
 Fast, Accurate, Cheap Pick two.



 On Feb 8, 2008 5:35 PM, Ravi [EMAIL PROTECTED] wrote:
  Carey: may be I have read/understood incorrect. If I have two forms with
  Application list field (each form being used by different set of
  people), a form which is configured to show up in the application list
  will show up on both the form's Application List, correct? I want a form
  to show up only in particular home page.
 
  Thanks
  Ravi
 
 
  Carey Matthew Black wrote:
   Ravi,
  
   I would suggest that you read the sections on Entry Points and use
   the Application List field.
  
   BasicGuide-630.2006.05.09.pdf Entry Points—Defining entry points
   starting at pg 204.
  
   And especially:
   AdvancedGuide-630.pdf Defining entry points and home pages starting at 
   pg 67.

 ___
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Re: Newbie: form with links to frequently accessed forms

[Ravi]

This is all I am looking for. Thank you. One more question about the 
active link. Can the active link take the name of the button as an 
argument. What I am saying is the following: if I have 5 buttons opening 
5 different forms, can I just have one active link taking the name of 
the button as an argument or do I have to create 5 active links?


Thanks
Ravi
MUNJAL, Jaya, IDC wrote:

**

Ravi

 


§ Create a Display Only Form

§ Create 5 buttons (name them according to the form they open)

§ Create 5 Active Link with Open Window Action. In the open 
Window specify which Form you want to open


 

For more details on the Open Window action of active link refer to 
Basic User Guide.


 


Hope this helps.

 


Thanks

 

 


Jaya Munjal

IEA Remedy Team

RBS India Development Centre (P) Ltd

 


T  +91 124 6724163

M +91 9811405409

[EMAIL PROTECTED]

Unitech Business Park, Block F, Sector 41, South City 1,

Gurgaon, Harayana India 122001

P Please don't print this e-mail unless you really need to.

www.rbs.com

 


Visit our Sharepoint site here

Raise a fault with one of our systems here

 

 

 

 


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:[EMAIL PROTECTED] On Behalf Of Ravi

Sent: 08 February 2008 08:52
To: arslist@ARSLIST.ORG
Subject: Newbie: form with links to frequently accessed forms

 


Hi: I typically access about 5 forms as a user from the remedy client.

Can somebody point me to the right doc which explains how I can create a

simple form with links to these forms in search or new mode? I have

searched many docs and can't seem to find it.

 


TIA

Ravi

 


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Authorised and regulated by the Financial Services Authority 
 
This e-mail message is confidential and for use by the 
addressee only. If the message is received by anyone other 
than the addressee, please return the message to the sender 
by replying to it and then delete the message from your 
computer. Internet e-mails are not necessarily secure. The 
Royal Bank of Scotland plc does not accept responsibility for 
changes made to this message after it was sent. 

Whilst all reasonable care has been taken to avoid the 
transmission of viruses, it is the responsibility of the recipient to 
ensure that the onward transmission, opening or use of this 
message and any attachments will not adversely affect its 
systems or data. No responsibility is accepted by The 
Royal Bank of Scotland plc in this regard and the recipient should carry 
out such virus and other checks as it considers appropriate. 
Visit our websites at: 
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www.rbsgc.com
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Re: Newbie: form with links to frequently accessed forms

[Heider, Stephen]

Ravi,

Here is another approach, something I implemented here.  I have about 80 forms 
that I frequently need to open and search.  Using the Find option in the Object 
List (Ctrl+O, Find, enter text, click Find) is not convenient to me.

I use a Table Field on a display-only/control panel form that points to a 
Regular form containing the names of forms I wish to open.  I use an active 
link that opens the form when I double-click a row in the Table field.

Regular form fields:
'Display Name' A friendly name for the form.
'Form Name' ARS form name, or URL.
'VUI Name' ARS VUI name.
'URL' Checkbox if the entry is a URL.   

The Table Field shows the 'Display Name' and 'Form Name' columns. The URL field 
is included but hidden. 

On double-click the active link opens the form, or if the 'URL' checkbox is 
checked then it opens the URL.

For opening ARS forms (not URLs) the Open Window command uses $SERVER$ for the 
Server Name field, $col Form Name$ for the Form Name field, and $col VUI Name$ 
for the Form View field.  The Window Type is set to Search and the Target 
Location is set to New.

For opening URLs, I use this Run Process command: 

rundll32 url.dll,FileProtocolHandler $col Form Name$

I only need this for Windows User Tool.  You could use the Run Process command 
PERFORM-ACTION-OPEN-URL new to open URLs in mid-tier.

Creating this only took about 30 minutes and I use it every single day for my 
administration.  Anytime I find myself opening a form that is not in this list 
of forms I just add a record to the Regular form field (described above) and 
from them on all I need to do is double-click in the Table field and it's 
opened for me.

To enhance this you could add a checkbox to open the form in New mode instead 
of Search mode.  I seldom need to open in New mode so when I need to, I first 
open in Search modem then select Edit  Copy to New.

Stephen
Remedy Skilled Professional






-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Ravi
Sent: Friday, February 08, 2008 7:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: Newbie: form with links to frequently accessed forms

This is all I am looking for. Thank you. One more question about the 
active link. Can the active link take the name of the button as an 
argument. What I am saying is the following: if I have 5 buttons opening 
5 different forms, can I just have one active link taking the name of 
the button as an argument or do I have to create 5 active links?

Thanks
Ravi
MUNJAL, Jaya, IDC wrote:
 **

 Ravi

  

 § Create a Display Only Form

 § Create 5 buttons (name them according to the form they open)

 § Create 5 Active Link with Open Window Action. In the open 
 Window specify which Form you want to open

  

 For more details on the Open Window action of active link refer to 
 Basic User Guide.

  

 Hope this helps.

  

 Thanks

  

  

 Jaya Munjal

 IEA Remedy Team

 RBS India Development Centre (P) Ltd

  

 T  +91 124 6724163

 M +91 9811405409

 [EMAIL PROTECTED]

 Unitech Business Park, Block F, Sector 41, South City 1,

 Gurgaon, Harayana India 122001

 P Please don't print this e-mail unless you really need to.

 www.rbs.com

  

 Visit our Sharepoint site here

 Raise a fault with one of our systems here

  

  

  

  

 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:[EMAIL PROTECTED] On Behalf Of Ravi
 Sent: 08 February 2008 08:52
 To: arslist@ARSLIST.ORG
 Subject: Newbie: form with links to frequently accessed forms

  

 Hi: I typically access about 5 forms as a user from the remedy client.

 Can somebody point me to the right doc which explains how I can create a

 simple form with links to these forms in search or new mode? I have

 searched many docs and can't seem to find it.

  

 TIA

 Ravi

  

 ___

 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org

 Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are

 ***
 The Royal Bank of Scotland plc. Registered in Scotland No 90312. Registered 
 Office: 36 St Andrew Square, Edinburgh EH2 2YB. 
 Authorised and regulated by the Financial Services Authority 
  
 This e-mail message is confidential and for use by the 
 addressee only. If the message is received by anyone other 
 than the addressee, please return the message to the sender 
 by replying to it and then delete the message from your 
 computer. Internet e-mails are not necessarily secure. The 
 Royal Bank of Scotland plc does not accept responsibility for 
 changes made to this message after it was sent. 

 Whilst all reasonable care has been taken to avoid the 
 transmission of viruses, it is the responsibility of the recipient to 
 ensure that the onward transmission

Re: Newbie: form with links to frequently accessed forms

[Ravi]

Carey: may be I have read/understood incorrect. If I have two forms with 
Application list field (each form being used by different set of 
people), a form which is configured to show up in the application list 
will show up on both the form's Application List, correct? I want a form 
to show up only in particular home page.


Thanks
Ravi


Carey Matthew Black wrote:

Ravi,

I would suggest that you read the sections on Entry Points and use
the Application List field.

BasicGuide-630.2006.05.09.pdf Entry Points—Defining entry points
starting at pg 204.

And especially:
AdvancedGuide-630.pdf Defining entry points and home pages starting at pg 67.

  


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Re: Newbie: form with links to frequently accessed forms

[Carey Matthew Black]

Ravi,

That depends on the users permissions and how the Application List
field is being used.

If users form group X have visible access to the form then they will
see the Entry points for the form/views that you create.
If users form group Y have hidden access then they will not see
those Entry Points.


There are also more workflow driven ways to focus, or restrict the
items that show up in the Application List field too. Viewing a
subset of entry points pg 94 AdvancedGuide-630.pdf.)

The Application List field approach may not fit your needs,
(depending on what they exactly are) but it is one way to do
navigation in ARS.

Hope that helps.

-- 
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.


On Feb 8, 2008 5:35 PM, Ravi [EMAIL PROTECTED] wrote:
 Carey: may be I have read/understood incorrect. If I have two forms with
 Application list field (each form being used by different set of
 people), a form which is configured to show up in the application list
 will show up on both the form's Application List, correct? I want a form
 to show up only in particular home page.

 Thanks
 Ravi


 Carey Matthew Black wrote:
  Ravi,
 
  I would suggest that you read the sections on Entry Points and use
  the Application List field.
 
  BasicGuide-630.2006.05.09.pdf Entry Points—Defining entry points
  starting at pg 204.
 
  And especially:
  AdvancedGuide-630.pdf Defining entry points and home pages starting at pg 
  67.

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Newbie: form with links to frequently accessed forms

[Ravi]

Hi: I typically access about 5 forms as a user from the remedy client. 
Can somebody point me to the right doc which explains how I can create a 
simple form with links to these forms in search or new mode? I have 
searched many docs and can't seem to find it.


TIA
Ravi

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Re: Newbie: form with links to frequently accessed forms

[MUNJAL, Jaya, IDC]

Ravi



* Create a Display Only Form

* Create 5 buttons (name them according to the form they open)

* Create 5 Active Link with Open Window Action. In the open Window 
specify which Form you want to open



For more details on the Open Window action of active link refer to Basic User 
Guide.



Hope this helps.



Thanks





Jaya Munjal

IEA Remedy Team

RBS India Development Centre (P) Ltd



T  +91 124 6724163

M +91 9811405409

[EMAIL PROTECTED]

Unitech Business Park, Block F, Sector 41, South City 1,

Gurgaon, Harayana India 122001

P Please don't print this e-mail unless you really need to.

www.rbs.com



Visit our Sharepoint site here

Raise a fault with one of our systems here









-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Ravi
Sent: 08 February 2008 08:52
To: arslist@ARSLIST.ORG
Subject: Newbie: form with links to frequently accessed forms



Hi: I typically access about 5 forms as a user from the remedy client.

Can somebody point me to the right doc which explains how I can create a

simple form with links to these forms in search or new mode? I have

searched many docs and can't seem to find it.



TIA

Ravi



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***
The Royal Bank of Scotland plc. Registered in Scotland No 90312. Registered 
Office: 36 St Andrew Square, Edinburgh EH2 2YB. 
Authorised and regulated by the Financial Services Authority 
 
This e-mail message is confidential and for use by the 
addressee only. If the message is received by anyone other 
than the addressee, please return the message to the sender 
by replying to it and then delete the message from your 
computer. Internet e-mails are not necessarily secure. The 
Royal Bank of Scotland plc does not accept responsibility for 
changes made to this message after it was sent. 

Whilst all reasonable care has been taken to avoid the 
transmission of viruses, it is the responsibility of the recipient to 
ensure that the onward transmission, opening or use of this 
message and any attachments will not adversely affect its 
systems or data. No responsibility is accepted by The 
Royal Bank of Scotland plc in this regard and the recipient should carry 
out such virus and other checks as it considers appropriate. 
Visit our websites at: 
www.rbs.com
www.rbs.com/gbm
www.rbsgc.com
***

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Re: Newbie: form with links to frequently accessed forms

[Carey Matthew Black]

Ravi,

I would suggest that you read the sections on Entry Points and use
the Application List field.

BasicGuide-630.2006.05.09.pdf Entry Points—Defining entry points
starting at pg 204.

And especially:
AdvancedGuide-630.pdf Defining entry points and home pages starting at pg 67.

-- 
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.



On Feb 7, 2008 10:21 PM, Ravi [EMAIL PROTECTED] wrote:
 Hi: I typically access about 5 forms as a user from the remedy client.
 Can somebody point me to the right doc which explains how I can create a
 simple form with links to these forms in search or new mode? I have
 searched many docs and can't seem to find it.

 TIA
 Ravi

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Re: Newbie: form with links to frequently accessed forms

[LJ Longwing]

this would be ugly...but you could create a display only form, call it a
control panel, with maybe a drop down that had options of 'Submit', and
'Search' then a set of 5 buttons that would have open actions to the various
forms in the mode specified in the drop down...or better yet...a drop down
to choose which form you want, and a drop down for which mode you want it
in, then a single button that uses advanced workflow to open the form in the
mode you want...it wouldn't be exceedingly pretty...but it would certainly
work. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ravi
Sent: Thursday, February 07, 2008 8:22 PM
To: arslist@ARSLIST.ORG
Subject: Newbie: form with links to frequently accessed forms

Hi: I typically access about 5 forms as a user from the remedy client. 
Can somebody point me to the right doc which explains how I can create a
simple form with links to these forms in search or new mode? I have searched
many docs and can't seem to find it.

TIA
Ravi


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Remedy Webservice to HelpDesk newbie question

[Ravi]

Hi: I have webservice through which an external source submits updates 
to tickets in Help Desk. This webservice has 5 fields. Sometimes one or 
more of these fields have a NULL or empty string. In that case I donot 
want to change the field value in help desk. Since there is no filter 
between the webservice and HelpDesk, how do I prevent a field getting 
overwritten if the field value in webservice submission is empty or NULL.


Thanks
Ravi

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Re: Remedy Webservice to HelpDesk newbie question

[Grooms, Frederick W]

You can add a Modify/Merge filter to your HelpDesk form that on setting
of the field to NULL (or Empty String) do a Set Fields to pull the data
from the system. 

You can restrict it using the $CLIENT-TYPE$ keyword to restrict it to a
web service (I think it is a 34)

Fred

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ravi
Sent: Thursday, November 01, 2007 11:25 AM
To: arslist@ARSLIST.ORG
Subject: Remedy Webservice to HelpDesk newbie question

Hi: I have webservice through which an external source submits updates
to tickets in Help Desk. This webservice has 5 fields. Sometimes one or
more of these fields have a NULL or empty string. In that case I donot
want to change the field value in help desk. Since there is no filter
between the webservice and HelpDesk, how do I prevent a field getting
overwritten if the field value in webservice submission is empty or
NULL.

Thanks
Ravi

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Re: Newbie Question

[Jason Miller]

Thanks Nicholas for the posting re: KM-00023868. I just encountered this
issue in the last couple of days and I spent a while (banging my head
against the desk) looking at these filter this afternoon trying to figure
out what was wrong. It is such a subtle and unexpected difference that I
didn't even notice the second set of single quotes.

Jason

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Hromyak, Nicholas (DHCS-ITSD)
Sent: Tuesday, August 07, 2007 11:53 AM
To: arslist@ARSLIST.ORG
Subject: Re: Newbie Question - {ITSM Auditing Bug Fix}

Hopefully, your (Sean's) previous admin had already addressed the Audit
trail not recording individual reassignments listed in bug SW00219969.
KM-00023868  Changes to Assigned to Individual+ and/or Assigned to
Group+ are not showing in the Audit Trail.

If it has been addressed than a report on the SHARE:Audit or SHR:Audit
will get you the information.

Good luck.


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pickering, Christopher
Sent: Tuesday, August 07, 2007 11:33 AM
To: arslist@ARSLIST.ORG
Subject: Re: Newbie Question

Sean,

Which application are you running?  I've been involved in both a custom
house and Applications.  The most likely location is either SHR:Audit
(CSS) or SHARE:Audit (ITSM), but, there was a time in ITSM (pre-6.0)
where the audit entries were going directly to a field on the Help Desk
form.  I don't specifically remember if the assigned individual passed
to the Audit form OOB or not.

Chris Pickering 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Sean Fournier
Sent: Tuesday, August 07, 2007 2:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: Newbie Question

Thanks Roger! Do you know if there is a standard place within the DB
where a history of a tickets assignments are kept? All of the
assignments show up in the audit trail, but I'm not sure where they are
stored.  I looked in a few tables that were named as if they would have
audit info, but no luck.


Nall, Roger wrote:
 
 Sean,
 
 Many of us have started our Remedy career the same way. You say you 
 have ARS (Action Request System) 6.03. Remedy is a very unusual 
 creature in that you can use ARS to build your own applications. Or 
 you can install the Remedy OOB applications such as Help Desk, Asset 
 Management, Change Management, etc which run on top of ARS.
 
 I have to profess that I am a custom Remedy person. I have never seen 
 the OOB applications. If the functionality to track assignment 
 information was not built into a custom application then it would not 
 exist. I have no idea if that functionality is built into the OOB 
 applications but my guess would be that it is.
 
 HTH,
 
 Roger A. Nall
 Manager, OSSNMS Remedy
 T-Mobile USA
 Desk: 813-348-2556(New)
 Cell: 973-652-6723
 FAX: 813-348-2565
 sf49fanv AIM IM
 RogerNall   Yahoo IM
  
 
 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:[EMAIL PROTECTED] On Behalf Of Sean Fournier
 Sent: Tuesday, August 07, 2007 1:59 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: Newbie Question
 
 Hi all, thanks for the quick replies! Here is the info as far as I 
 know (this whole thing was kind of thrust upon me last minute) Hope 
 this helps, let me know if you need anything else:
 
 Remedy Action Request System V.6.03.00 (There were some custom tables 
 added to the DB I believe but for the most part the install is OOB) 
 SQL Server 2000 Windows XP
 
 
 Thanks again for any help you can provide!
 
 
 Sean Fournier wrote:
 
 I'm new to ARS so I hope this isn't a really dumb question.  I'm
 looking
 for a way to find out who a ticket was first assigned to.  I've been 
 looking through some of the audit tables and not really finding a
 history
 of the ticket assignments.  Am I missing something fairly obvious? 
 Any help would be greatly appreciated.  Thanks!!
 
 
 --
 View this message in context:
 http://www.nabble.com/Newbie-Question-tf4231374.html#a12039251
 Sent from the ARS (Action Request System) mailing list archive at 
 Nabble.com.
 
 __
 __
 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
 ARSlist:Where the Answers Are
 
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 _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
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Newbie Question

[Sean Fournier]

I'm new to ARS so I hope this isn't a really dumb question.  I'm looking for
a way to find out who a ticket was first assigned to.  I've been looking
through some of the audit tables and not really finding a history of the
ticket assignments.  Am I missing something fairly obvious? Any help would
be greatly appreciated.  Thanks!!
-- 
View this message in context: 
http://www.nabble.com/Newbie-Question-tf4231374.html#a12038120
Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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Re: Newbie Question

[Kaiser Norm E CIV USAF 96 CS/SCCE]

What Help Desk application are you running?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Sean Fournier
Sent: Tuesday, August 07, 2007 11:54 AM
To: arslist@ARSLIST.ORG
Subject: Newbie Question

I'm new to ARS so I hope this isn't a really dumb question.  I'm looking
for
a way to find out who a ticket was first assigned to.  I've been looking
through some of the audit tables and not really finding a history of the
ticket assignments.  Am I missing something fairly obvious? Any help
would
be greatly appreciated.  Thanks!!
-- 
View this message in context:
http://www.nabble.com/Newbie-Question-tf4231374.html#a12038120
Sent from the ARS (Action Request System) mailing list archive at
Nabble.com.


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Re: Newbie Question

[Nall, Roger]

Hello Sean,

Welcome to the group. Remember that there are no dumb questions. 

That being said when you are looking for information it would help
everyone if we new the following information about your system:
*   Remedy Applications/Versions (OOB or Custom)
*   OS
*   Database

This will allow us to give you the correct answer.

Thanks,

Roger A. Nall
Manager, OSSNMS Remedy
T-Mobile USA
Desk: 813-348-2556(New)
Cell: 973-652-6723
FAX: 813-348-2565
sf49fanv AIM IM
RogerNall   Yahoo IM
 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Sean Fournier
Sent: Tuesday, August 07, 2007 12:54 PM
To: arslist@ARSLIST.ORG
Subject: Newbie Question

I'm new to ARS so I hope this isn't a really dumb question.  I'm looking
for
a way to find out who a ticket was first assigned to.  I've been looking
through some of the audit tables and not really finding a history of the
ticket assignments.  Am I missing something fairly obvious? Any help
would
be greatly appreciated.  Thanks!!
-- 
View this message in context:
http://www.nabble.com/Newbie-Question-tf4231374.html#a12038120
Sent from the ARS (Action Request System) mailing list archive at
Nabble.com.


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Re: Newbie Question

[Rick Cook]

Yes, welcome to the best online source of information around.  Newbies are
welcome and dumb questions allowed, though in addition to providing enough
info for us to know how to help you, it also helps us to help you if you can
show how you've attempted to resolve the problem yourself, using whatever
resources and experience at your disposal.

Rick

On 8/7/07, Nall, Roger [EMAIL PROTECTED] wrote:

 **

 Hello Sean,

 Welcome to the group. Remember that there are no dumb questions.

 That being said when you are looking for information it would help
 everyone if we new the following information about your system:

 ·   Remedy Applications/Versions (OOB or Custom)

 ·   OS

 ·   Database

 This will allow us to give you the correct answer.

 Thanks,

 Roger A. Nall

 Manager, OSSNMS Remedy

 T-Mobile USA

 Desk: 813-348-2556(New)

 Cell: 973-652-6723

 FAX: 813-348-2565

 sf49fanv AIM IM

 RogerNall   Yahoo IM



 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:
 [EMAIL PROTECTED] On Behalf Of Sean Fournier
 Sent: Tuesday, August 07, 2007 12:54 PM
 To: arslist@ARSLIST.ORG
 Subject: Newbie Question

 I'm new to ARS so I hope this isn't a really dumb question.  I'm looking
 for

 a way to find out who a ticket was first assigned to.  I've been looking

 through some of the audit tables and not really finding a history of the

 ticket assignments.  Am I missing something fairly obvious? Any help would

 be greatly appreciated.  Thanks!!


___
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Re: Newbie Question

[Sean Fournier]

Hi all, thanks for the quick replies! Here is the info as far as I know (this
whole thing was kind of thrust upon me last minute) Hope this helps, let me
know if you need anything else:

Remedy Action Request System V.6.03.00 (There were some custom tables added
to the DB I believe but for the most part the install is OOB)
SQL Server 2000
Windows XP


Thanks again for any help you can provide!


Sean Fournier wrote:
 
 I'm new to ARS so I hope this isn't a really dumb question.  I'm looking
 for a way to find out who a ticket was first assigned to.  I've been
 looking through some of the audit tables and not really finding a history
 of the ticket assignments.  Am I missing something fairly obvious? Any
 help would be greatly appreciated.  Thanks!!
 

-- 
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http://www.nabble.com/Newbie-Question-tf4231374.html#a12039251
Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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Re: Newbie Question

[Sean Fournier]

Sorry folks, should have mentioned before that I'm trying to create a report
in crystal reports 9.  All I need is a way to pull the ticket number and the
resource the ticket was assigned to.  In other words, Person A opens the
ticket and assigns it to Person B.  Person B assigns it to Person C.  I want
the report to show Person B.  Sorry didnt mention all this before.  Thanks
again!


Sean Fournier wrote:
 
 I'm new to ARS so I hope this isn't a really dumb question.  I'm looking
 for a way to find out who a ticket was first assigned to.  I've been
 looking through some of the audit tables and not really finding a history
 of the ticket assignments.  Am I missing something fairly obvious? Any
 help would be greatly appreciated.  Thanks!!
 

-- 
View this message in context: 
http://www.nabble.com/Newbie-Question-tf4231374.html#a12039436
Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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Re: Newbie Question

[Nall, Roger]

Sean,

Many of us have started our Remedy career the same way. You say you have
ARS (Action Request System) 6.03. Remedy is a very unusual creature in
that you can use ARS to build your own applications. Or you can install
the Remedy OOB applications such as Help Desk, Asset Management, Change
Management, etc which run on top of ARS. 

I have to profess that I am a custom Remedy person. I have never seen
the OOB applications. If the functionality to track assignment
information was not built into a custom application then it would not
exist. I have no idea if that functionality is built into the OOB
applications but my guess would be that it is.

HTH, 

Roger A. Nall
Manager, OSSNMS Remedy
T-Mobile USA
Desk: 813-348-2556(New)
Cell: 973-652-6723
FAX: 813-348-2565
sf49fanv AIM IM
RogerNall   Yahoo IM
 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Sean Fournier
Sent: Tuesday, August 07, 2007 1:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: Newbie Question

Hi all, thanks for the quick replies! Here is the info as far as I know
(this
whole thing was kind of thrust upon me last minute) Hope this helps, let
me
know if you need anything else:

Remedy Action Request System V.6.03.00 (There were some custom tables
added
to the DB I believe but for the most part the install is OOB)
SQL Server 2000
Windows XP


Thanks again for any help you can provide!


Sean Fournier wrote:
 
 I'm new to ARS so I hope this isn't a really dumb question.  I'm
looking
 for a way to find out who a ticket was first assigned to.  I've been
 looking through some of the audit tables and not really finding a
history
 of the ticket assignments.  Am I missing something fairly obvious? Any
 help would be greatly appreciated.  Thanks!!
 

-- 
View this message in context:
http://www.nabble.com/Newbie-Question-tf4231374.html#a12039251
Sent from the ARS (Action Request System) mailing list archive at
Nabble.com.


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Answers Are

Re: Newbie Question

[Sean Fournier]

Thanks Roger! Do you know if there is a standard place within the DB where a
history of a tickets assignments are kept? All of the assignments show up in
the audit trail, but I'm not sure where they are stored.  I looked in a few
tables that were named as if they would have audit info, but no luck.


Nall, Roger wrote:
 
 Sean,
 
 Many of us have started our Remedy career the same way. You say you have
 ARS (Action Request System) 6.03. Remedy is a very unusual creature in
 that you can use ARS to build your own applications. Or you can install
 the Remedy OOB applications such as Help Desk, Asset Management, Change
 Management, etc which run on top of ARS. 
 
 I have to profess that I am a custom Remedy person. I have never seen
 the OOB applications. If the functionality to track assignment
 information was not built into a custom application then it would not
 exist. I have no idea if that functionality is built into the OOB
 applications but my guess would be that it is.
 
 HTH, 
 
 Roger A. Nall
 Manager, OSSNMS Remedy
 T-Mobile USA
 Desk: 813-348-2556(New)
 Cell: 973-652-6723
 FAX: 813-348-2565
 sf49fanv AIM IM
 RogerNall   Yahoo IM
  
 
 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:[EMAIL PROTECTED] On Behalf Of Sean Fournier
 Sent: Tuesday, August 07, 2007 1:59 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: Newbie Question
 
 Hi all, thanks for the quick replies! Here is the info as far as I know
 (this
 whole thing was kind of thrust upon me last minute) Hope this helps, let
 me
 know if you need anything else:
 
 Remedy Action Request System V.6.03.00 (There were some custom tables
 added
 to the DB I believe but for the most part the install is OOB)
 SQL Server 2000
 Windows XP
 
 
 Thanks again for any help you can provide!
 
 
 Sean Fournier wrote:
 
 I'm new to ARS so I hope this isn't a really dumb question.  I'm
 looking
 for a way to find out who a ticket was first assigned to.  I've been
 looking through some of the audit tables and not really finding a
 history
 of the ticket assignments.  Am I missing something fairly obvious? Any
 help would be greatly appreciated.  Thanks!!
 
 
 -- 
 View this message in context:
 http://www.nabble.com/Newbie-Question-tf4231374.html#a12039251
 Sent from the ARS (Action Request System) mailing list archive at
 Nabble.com.
 
 
 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where
 the Answers Are
 
 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where
 the Answers Are
 
 

-- 
View this message in context: 
http://www.nabble.com/Newbie-Question-tf4231374.html#a12039636
Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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Re: Newbie Question

[Pickering, Christopher]

Sean,

Which application are you running?  I've been involved in both a custom
house and Applications.  The most likely location is either SHR:Audit
(CSS) or SHARE:Audit (ITSM), but, there was a time in ITSM (pre-6.0)
where the audit entries were going directly to a field on the Help Desk
form.  I don't specifically remember if the assigned individual passed
to the Audit form OOB or not.

Chris Pickering 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Sean Fournier
Sent: Tuesday, August 07, 2007 2:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: Newbie Question

Thanks Roger! Do you know if there is a standard place within the DB
where a history of a tickets assignments are kept? All of the
assignments show up in the audit trail, but I'm not sure where they are
stored.  I looked in a few tables that were named as if they would have
audit info, but no luck.


Nall, Roger wrote:
 
 Sean,
 
 Many of us have started our Remedy career the same way. You say you 
 have ARS (Action Request System) 6.03. Remedy is a very unusual 
 creature in that you can use ARS to build your own applications. Or 
 you can install the Remedy OOB applications such as Help Desk, Asset 
 Management, Change Management, etc which run on top of ARS.
 
 I have to profess that I am a custom Remedy person. I have never seen 
 the OOB applications. If the functionality to track assignment 
 information was not built into a custom application then it would not 
 exist. I have no idea if that functionality is built into the OOB 
 applications but my guess would be that it is.
 
 HTH,
 
 Roger A. Nall
 Manager, OSSNMS Remedy
 T-Mobile USA
 Desk: 813-348-2556(New)
 Cell: 973-652-6723
 FAX: 813-348-2565
 sf49fanv AIM IM
 RogerNall   Yahoo IM
  
 
 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:[EMAIL PROTECTED] On Behalf Of Sean Fournier
 Sent: Tuesday, August 07, 2007 1:59 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: Newbie Question
 
 Hi all, thanks for the quick replies! Here is the info as far as I 
 know (this whole thing was kind of thrust upon me last minute) Hope 
 this helps, let me know if you need anything else:
 
 Remedy Action Request System V.6.03.00 (There were some custom tables 
 added to the DB I believe but for the most part the install is OOB) 
 SQL Server 2000 Windows XP
 
 
 Thanks again for any help you can provide!
 
 
 Sean Fournier wrote:
 
 I'm new to ARS so I hope this isn't a really dumb question.  I'm
 looking
 for a way to find out who a ticket was first assigned to.  I've been 
 looking through some of the audit tables and not really finding a
 history
 of the ticket assignments.  Am I missing something fairly obvious? 
 Any help would be greatly appreciated.  Thanks!!
 
 
 --
 View this message in context:
 http://www.nabble.com/Newbie-Question-tf4231374.html#a12039251
 Sent from the ARS (Action Request System) mailing list archive at 
 Nabble.com.
 
 __
 __
 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
 ARSlist:Where the Answers Are
 
 __
 _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
 ARSlist:Where the Answers Are
 
 

--
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Re: Newbie Question

[Kevin Gallagher]

Hi Sean.

If you are running Remedy's OOB Helpdesk application, there should be a
link on (I think) the activities tab that opens an audit trail.  This
displays data from a form in the application called SHR:Audit.  I know
that the application tracks status changes there, but I am not sure if
assignment changes are tracked.  

--- Sean Fournier [EMAIL PROTECTED] wrote:

 I'm new to ARS so I hope this isn't a really dumb question.  I'm
 looking for
 a way to find out who a ticket was first assigned to.  I've been
 looking
 through some of the audit tables and not really finding a history of
 the
 ticket assignments.  Am I missing something fairly obvious? Any help
 would
 be greatly appreciated.  Thanks!!
 -- 
 View this message in context:
 http://www.nabble.com/Newbie-Question-tf4231374.html#a12038120
 Sent from the ARS (Action Request System) mailing list archive at
 Nabble.com.
 

___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
 ARSlist:Where the Answers Are
 


K. R. Gallagher 
Mailto: [EMAIL PROTECTED]
http://www.krgallagher.com

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Re: Newbie Question

[Hromyak, Nicholas (DHCS-ITSD)]

Hopefully, your (Sean's) previous admin had already addressed the Audit
trail not recording individual reassignments listed in bug SW00219969.
KM-00023868  Changes to Assigned to Individual+ and/or Assigned to
Group+ are not showing in the Audit Trail.

If it has been addressed than a report on the SHARE:Audit or SHR:Audit
will get you the information.

Good luck.


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pickering, Christopher
Sent: Tuesday, August 07, 2007 11:33 AM
To: arslist@ARSLIST.ORG
Subject: Re: Newbie Question

Sean,

Which application are you running?  I've been involved in both a custom
house and Applications.  The most likely location is either SHR:Audit
(CSS) or SHARE:Audit (ITSM), but, there was a time in ITSM (pre-6.0)
where the audit entries were going directly to a field on the Help Desk
form.  I don't specifically remember if the assigned individual passed
to the Audit form OOB or not.

Chris Pickering 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Sean Fournier
Sent: Tuesday, August 07, 2007 2:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: Newbie Question

Thanks Roger! Do you know if there is a standard place within the DB
where a history of a tickets assignments are kept? All of the
assignments show up in the audit trail, but I'm not sure where they are
stored.  I looked in a few tables that were named as if they would have
audit info, but no luck.


Nall, Roger wrote:
 
 Sean,
 
 Many of us have started our Remedy career the same way. You say you 
 have ARS (Action Request System) 6.03. Remedy is a very unusual 
 creature in that you can use ARS to build your own applications. Or 
 you can install the Remedy OOB applications such as Help Desk, Asset 
 Management, Change Management, etc which run on top of ARS.
 
 I have to profess that I am a custom Remedy person. I have never seen 
 the OOB applications. If the functionality to track assignment 
 information was not built into a custom application then it would not 
 exist. I have no idea if that functionality is built into the OOB 
 applications but my guess would be that it is.
 
 HTH,
 
 Roger A. Nall
 Manager, OSSNMS Remedy
 T-Mobile USA
 Desk: 813-348-2556(New)
 Cell: 973-652-6723
 FAX: 813-348-2565
 sf49fanv AIM IM
 RogerNall   Yahoo IM
  
 
 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:[EMAIL PROTECTED] On Behalf Of Sean Fournier
 Sent: Tuesday, August 07, 2007 1:59 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: Newbie Question
 
 Hi all, thanks for the quick replies! Here is the info as far as I 
 know (this whole thing was kind of thrust upon me last minute) Hope 
 this helps, let me know if you need anything else:
 
 Remedy Action Request System V.6.03.00 (There were some custom tables 
 added to the DB I believe but for the most part the install is OOB) 
 SQL Server 2000 Windows XP
 
 
 Thanks again for any help you can provide!
 
 
 Sean Fournier wrote:
 
 I'm new to ARS so I hope this isn't a really dumb question.  I'm
 looking
 for a way to find out who a ticket was first assigned to.  I've been 
 looking through some of the audit tables and not really finding a
 history
 of the ticket assignments.  Am I missing something fairly obvious? 
 Any help would be greatly appreciated.  Thanks!!
 
 
 --
 View this message in context:
 http://www.nabble.com/Newbie-Question-tf4231374.html#a12039251
 Sent from the ARS (Action Request System) mailing list archive at 
 Nabble.com.
 
 __
 __
 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
 ARSlist:Where the Answers Are
 
 __
 _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
 ARSlist:Where the Answers Are
 
 

--
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Re: Newbie Question

[John Atherly]

You can use the SHR:Audit entries form for Crystal to look at but first 
you'll need to add a filter simular to Filter HPD:Audit-Case Type`! and 
add this filter in the filter guide HPD:Audit to capture history of the 
ticket assignments.  I think this should at least get you in the correct 
direction.


John Atherly
American Power Conversion
[EMAIL PROTECTED]
401-789-5735 Ext. 2120
1-800-788-2208 Ext. 2120



Sean Fournier [EMAIL PROTECTED] 
Sent by: Action Request System discussion list(ARSList) 
arslist@ARSLIST.ORG
08/07/2007 02:18 PM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: Newbie Question






Thanks Roger! Do you know if there is a standard place within the DB where 
a
history of a tickets assignments are kept? All of the assignments show up 
in
the audit trail, but I'm not sure where they are stored.  I looked in a 
few
tables that were named as if they would have audit info, but no luck.


Nall, Roger wrote:
 
 Sean,
 
 Many of us have started our Remedy career the same way. You say you have
 ARS (Action Request System) 6.03. Remedy is a very unusual creature in
 that you can use ARS to build your own applications. Or you can install
 the Remedy OOB applications such as Help Desk, Asset Management, Change
 Management, etc which run on top of ARS. 
 
 I have to profess that I am a custom Remedy person. I have never seen
 the OOB applications. If the functionality to track assignment
 information was not built into a custom application then it would not
 exist. I have no idea if that functionality is built into the OOB
 applications but my guess would be that it is.
 
 HTH, 
 
 Roger A. Nall
 Manager, OSSNMS Remedy
 T-Mobile USA
 Desk: 813-348-2556(New)
 Cell: 973-652-6723
 FAX: 813-348-2565
 sf49fanv AIM IM
 RogerNall   Yahoo IM
 
 
 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:[EMAIL PROTECTED] On Behalf Of Sean Fournier
 Sent: Tuesday, August 07, 2007 1:59 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: Newbie Question
 
 Hi all, thanks for the quick replies! Here is the info as far as I know
 (this
 whole thing was kind of thrust upon me last minute) Hope this helps, let
 me
 know if you need anything else:
 
 Remedy Action Request System V.6.03.00 (There were some custom tables
 added
 to the DB I believe but for the most part the install is OOB)
 SQL Server 2000
 Windows XP
 
 
 Thanks again for any help you can provide!
 
 
 Sean Fournier wrote:
 
 I'm new to ARS so I hope this isn't a really dumb question.  I'm
 looking
 for a way to find out who a ticket was first assigned to.  I've been
 looking through some of the audit tables and not really finding a
 history
 of the ticket assignments.  Am I missing something fairly obvious? Any
 help would be greatly appreciated.  Thanks!!
 
 
 -- 
 View this message in context:
 http://www.nabble.com/Newbie-Question-tf4231374.html#a12039251
 Sent from the ARS (Action Request System) mailing list archive at
 Nabble.com.
 
 
 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where
 the Answers Are
 
 
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 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where
 the Answers Are
 
 

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View this message in context: 
http://www.nabble.com/Newbie-Question-tf4231374.html#a12039636
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Nabble.com.

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Re: Newbie help with creating a SQL menu..Making the SQL query context sensitive

[Ray]

Thank you. Will try that.

One more question I have is: How do I make this menu context sensitive. 
In other words. I have a field called Category with values Data and 
Security. If the value is Data, I want to run a particular SQL query 
(select distinct(LOCATION) from REMEDY.LOCATIONS). If the Value is 
Security, I want to run a different SQL query (from a different table - 
select distinct(HOSTNAME) from REMEDY.HOSTS). I have reviewed the 
example in training manual where it talks about building a context 
sensitive menu assuming the target data is in another form. Will I have 
create a form and join data from both the tables?


Thanks
Ray

Axton wrote:

If you want to access a table in the same oracle instance, but in a
different schema, use this syntax for the table name:
schema.tableName

If you want to access data in a remote schema, (1) create a database
link in Oracle, then (2), use this syntax for the table name:

remoteSchema.tableName@DbLinkName

Axton Grams

On 7/29/07, Ray [EMAIL PROTECTED] wrote:
  

Axton, Dave: I changed the Server name to the IP address of the remedy
server instead of the database server and it works. Any idea if I can
connect to a database table that is not the remedy database? If yes, how
would I do that?

Thanks
Ray
Shellman, David wrote:



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Re: Newbie help with creating a SQL menu..Making the SQL query context sensitive

[Frank Caruso]

Couple of suggestions:

1. Use two Menus. One for server and for data. When user selects from
category you could change the menu with an Active Link Change action; you
might also have to do this on Display of each record.

2. You could have the table name and column be dynamic based on the Category
field. If the user chooses Data then set a temp field to
REMEDY.LOCATIONSand another temp field to LOCATION; if Server then set
a temp field to
REMEDY.HOSTS and another temp field to HOSTNAME. Use the temp fields in the
SQL statement: select distinct($temp_column$) from $temp_table$.


On 7/30/07, Ray [EMAIL PROTECTED] wrote:

 Thank you. Will try that.

 One more question I have is: How do I make this menu context sensitive.
 In other words. I have a field called Category with values Data and
 Security. If the value is Data, I want to run a particular SQL query
 (select distinct(LOCATION) from REMEDY.LOCATIONS). If the Value is
 Security, I want to run a different SQL query (from a different table -
 select distinct(HOSTNAME) from REMEDY.HOSTS). I have reviewed the
 example in training manual where it talks about building a context
 sensitive menu assuming the target data is in another form. Will I have
 create a form and join data from both the tables?

 Thanks
 Ray

 Axton wrote:
  If you want to access a table in the same oracle instance, but in a
  different schema, use this syntax for the table name:
  schema.tableName
 
  If you want to access data in a remote schema, (1) create a database
  link in Oracle, then (2), use this syntax for the table name:
 
  remoteSchema.tableName@DbLinkName
 
  Axton Grams
 
  On 7/29/07, Ray [EMAIL PROTECTED] wrote:
 
  Axton, Dave: I changed the Server name to the IP address of the remedy
  server instead of the database server and it works. Any idea if I can
  connect to a database table that is not the remedy database? If yes,
 how
  would I do that?
 
  Thanks
  Ray
  Shellman, David wrote:
 


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-- 
Frank Caruso
Specific Integration, Inc.
Senior Remedy Engineer, ITIL Foundation Certified
www.specificintegration.com
703-376-1249

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Re: Newbie help with creating a SQL menu..Making the SQL query context sensitive

[Nall, Roger]

Here is one idea, you could create two menus and change them in an
active link depending on your Category choice.  Another idea but I am
not sure it will work is this:

* Create table to data such as URL's, stored procedures. SQL
statements, etc.

* Each record should have a different Label or ID.

* Create a display only field on your form that has your
Categroy field on.

* You will only need one menu and multiple active links. 

* In your menu you reference your display only field to pull the
data.

 

HTH, 

 

Roger A. Nall

Manager, OSSNMS Remedy

T-Mobile USA

Desk: 813-348-2556(New)

Cell: 973-652-6723

FAX: 813-348-2565

sf49fanv AIM IM

RogerNall   Yahoo IM

 

 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ray
Sent: Monday, July 30, 2007 7:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: Newbie help with creating a SQL menu..Making the SQL query
context sensitive

 

Thank you. Will try that.

 

One more question I have is: How do I make this menu context sensitive. 

In other words. I have a field called Category with values Data and 

Security. If the value is Data, I want to run a particular SQL query 

(select distinct(LOCATION) from REMEDY.LOCATIONS). If the Value is 

Security, I want to run a different SQL query (from a different table -


select distinct(HOSTNAME) from REMEDY.HOSTS). I have reviewed the 

example in training manual where it talks about building a context 

sensitive menu assuming the target data is in another form. Will I have 

create a form and join data from both the tables?

 

Thanks

Ray

 

Axton wrote:

 If you want to access a table in the same oracle instance, but in a

 different schema, use this syntax for the table name:

 schema.tableName

 

 If you want to access data in a remote schema, (1) create a database

 link in Oracle, then (2), use this syntax for the table name:

 

 remoteSchema.tableName@DbLinkName

 

 Axton Grams

 

 On 7/29/07, Ray [EMAIL PROTECTED] wrote:

   

 Axton, Dave: I changed the Server name to the IP address of the
remedy

 server instead of the database server and it works. Any idea if I can

 connect to a database table that is not the remedy database? If yes,
how

 would I do that?

 

 Thanks

 Ray

 Shellman, David wrote:

 

 


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Newbie help with creating a SQL menu

[Ray]

Hi: I have created a menu that should list value for all fields in a 
database. The SQL command for the menu I am using is the following.


select distinct(LOCATION) from REMEDY.LOCATIONS

I have associated this menu with a field in my form. When I click on the 
pulldown menu for the field, I get the following error


ARERR [90] Cannot establish a network connection to the AR System server 
: 192.168.2.219 (0) : RPC: Program not registered


The database I am connecting to is the database remedy uses and the 
database runs on a different server. I can log into that database fine 
using a sqlplus client.


1. Is there anything else I need to do for the SQL menu to work?
2. How does the sql menu know what is the password for the REMEDY user 
in the database?

3. How does it know the ORACLE_SID to be used for this query?

Thanks
Ray

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Re: Newbie help with creating a SQL menu

[Axton]

1. Is there anything else I need to do for the SQL menu to work?
Shouldn't be

2. How does the sql menu know what is the password for the REMEDY user
in the database?
It already has sessions to the Oracle instance used by Remedy; it just
uses those

3. How does it know the ORACLE_SID to be used for this query?
It already has sessions to the Oracle instance used by Remedy; it just
uses those, meaning it runs the sql against the Remedy instance as the
remedy schema owner

Your arerr90 is more than likely indicative of another problem.  Check
the arerror.log file for more info.

Axton Grams

On 7/29/07, Ray [EMAIL PROTECTED] wrote:
 Hi: I have created a menu that should list value for all fields in a
 database. The SQL command for the menu I am using is the following.

 select distinct(LOCATION) from REMEDY.LOCATIONS

 I have associated this menu with a field in my form. When I click on the
 pulldown menu for the field, I get the following error

 ARERR [90] Cannot establish a network connection to the AR System server
 : 192.168.2.219 (0) : RPC: Program not registered

 The database I am connecting to is the database remedy uses and the
 database runs on a different server. I can log into that database fine
 using a sqlplus client.

 1. Is there anything else I need to do for the SQL menu to work?
 2. How does the sql menu know what is the password for the REMEDY user
 in the database?
 3. How does it know the ORACLE_SID to be used for this query?

 Thanks
 Ray

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Re: Newbie help with creating a SQL menu

[Ray]

Hi Axton: I donot see anything in arerror.log. I have enabled logging on 
the remedy user client and donot see anything there as well. Not sure if 
his matters. This REMEDY user is not one created by remedy. It's a user 
our db admin has created for readonly access to a few views and tables.


Thanks
Ravi
Axton wrote:

1. Is there anything else I need to do for the SQL menu to work?
Shouldn't be

2. How does the sql menu know what is the password for the REMEDY user
in the database?
It already has sessions to the Oracle instance used by Remedy; it just
uses those

3. How does it know the ORACLE_SID to be used for this query?
It already has sessions to the Oracle instance used by Remedy; it just
uses those, meaning it runs the sql against the Remedy instance as the
remedy schema owner

Your arerr90 is more than likely indicative of another problem.  Check
the arerror.log file for more info.

Axton Grams

On 7/29/07, Ray [EMAIL PROTECTED] wrote:
  

Hi: I have created a menu that should list value for all fields in a
database. The SQL command for the menu I am using is the following.

select distinct(LOCATION) from REMEDY.LOCATIONS

I have associated this menu with a field in my form. When I click on the
pulldown menu for the field, I get the following error

ARERR [90] Cannot establish a network connection to the AR System server
: 192.168.2.219 (0) : RPC: Program not registered

The database I am connecting to is the database remedy uses and the
database runs on a different server. I can log into that database fine
using a sqlplus client.

1. Is there anything else I need to do for the SQL menu to work?
2. How does the sql menu know what is the password for the REMEDY user
in the database?
3. How does it know the ORACLE_SID to be used for this query?

Thanks
Ray

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Re: Newbie help with creating a SQL menu

[Axton]

I am not sure to which user you are referring.  Any sql menu will run
as the db user that remedy is configured to use to connect to the db.

Axton

On 7/29/07, Ray [EMAIL PROTECTED] wrote:
 Hi Axton: I donot see anything in arerror.log. I have enabled logging on
 the remedy user client and donot see anything there as well. Not sure if
 his matters. This REMEDY user is not one created by remedy. It's a user
 our db admin has created for readonly access to a few views and tables.

 Thanks
 Ravi
 Axton wrote:
  1. Is there anything else I need to do for the SQL menu to work?
  Shouldn't be
 
  2. How does the sql menu know what is the password for the REMEDY user
  in the database?
  It already has sessions to the Oracle instance used by Remedy; it just
  uses those
 
  3. How does it know the ORACLE_SID to be used for this query?
  It already has sessions to the Oracle instance used by Remedy; it just
  uses those, meaning it runs the sql against the Remedy instance as the
  remedy schema owner
 
  Your arerr90 is more than likely indicative of another problem.  Check
  the arerror.log file for more info.
 
  Axton Grams
 
  On 7/29/07, Ray [EMAIL PROTECTED] wrote:
 
  Hi: I have created a menu that should list value for all fields in a
  database. The SQL command for the menu I am using is the following.
 
  select distinct(LOCATION) from REMEDY.LOCATIONS
 
  I have associated this menu with a field in my form. When I click on the
  pulldown menu for the field, I get the following error
 
  ARERR [90] Cannot establish a network connection to the AR System server
  : 192.168.2.219 (0) : RPC: Program not registered
 
  The database I am connecting to is the database remedy uses and the
  database runs on a different server. I can log into that database fine
  using a sqlplus client.
 
  1. Is there anything else I need to do for the SQL menu to work?
  2. How does the sql menu know what is the password for the REMEDY user
  in the database?
  3. How does it know the ORACLE_SID to be used for this query?
 
  Thanks
  Ray
 
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Re: Newbie help with creating a SQL menu

[Shellman, David]

Ray,

My suggestion is to connect to your AR System instance with SQL Plus as the 
user aradmin.  Then execute the sql statement.  This eliminates any issue with 
the AR System.  Any resulting Oracle error will be displayed.

If the table doesn't have a public synonym you will proably need to execute the 
sql statement in the form of select value from [EMAIL PROTECTED]  I remember 
this after I try select select value from [EMAIL PROTECTED] and get a table 
doesn't exist error.

Often the other instance may require the same user name aradmin instead of a 
user named remedy.  There's probably a way to connect as another user but I 
haven't tried and it may complicate the sql statement. 

Dave
--
[EMAIL PROTECTED] (Wireless)

- Original Message -
From: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG
To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG
Sent: Sun Jul 29 13:13:51 2007
Subject: Re: Newbie help with creating a SQL menu

Hi Axton: I donot see anything in arerror.log. I have enabled logging on 
the remedy user client and donot see anything there as well. Not sure if 
his matters. This REMEDY user is not one created by remedy. It's a user 
our db admin has created for readonly access to a few views and tables.

Thanks
Ravi
Axton wrote:
 1. Is there anything else I need to do for the SQL menu to work?
 Shouldn't be

 2. How does the sql menu know what is the password for the REMEDY user
 in the database?
 It already has sessions to the Oracle instance used by Remedy; it just
 uses those

 3. How does it know the ORACLE_SID to be used for this query?
 It already has sessions to the Oracle instance used by Remedy; it just
 uses those, meaning it runs the sql against the Remedy instance as the
 remedy schema owner

 Your arerr90 is more than likely indicative of another problem.  Check
 the arerror.log file for more info.

 Axton Grams

 On 7/29/07, Ray [EMAIL PROTECTED] wrote:
   
 Hi: I have created a menu that should list value for all fields in a
 database. The SQL command for the menu I am using is the following.

 select distinct(LOCATION) from REMEDY.LOCATIONS

 I have associated this menu with a field in my form. When I click on the
 pulldown menu for the field, I get the following error

 ARERR [90] Cannot establish a network connection to the AR System server
 : 192.168.2.219 (0) : RPC: Program not registered

 The database I am connecting to is the database remedy uses and the
 database runs on a different server. I can log into that database fine
 using a sqlplus client.

 1. Is there anything else I need to do for the SQL menu to work?
 2. How does the sql menu know what is the password for the REMEDY user
 in the database?
 3. How does it know the ORACLE_SID to be used for this query?

 Thanks
 Ray

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 Answers Are

 

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 Answers Are

   

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Re: Newbie help with creating a SQL menu

[Ray]

Axton, Dave: I changed the Server name to the IP address of the remedy 
server instead of the database server and it works. Any idea if I can 
connect to a database table that is not the remedy database? If yes, how 
would I do that?


Thanks
Ray
Shellman, David wrote:


Ray,

My suggestion is to connect to your AR System instance with SQL Plus 
as the user aradmin.  Then execute the sql statement.  This eliminates 
any issue with the AR System.  Any resulting Oracle error will be 
displayed.


If the table doesn't have a public synonym you will proably need to 
execute the sql statement in the form of select value from 
[EMAIL PROTECTED]  I remember this after I try select 
select value from [EMAIL PROTECTED] and get a table doesn't exist error.


Often the other instance may require the same user name aradmin 
instead of a user named remedy.  There's probably a way to connect as 
another user but I haven't tried and it may complicate the sql statement.


Dave
--
[EMAIL PROTECTED] (Wireless)

- Original Message -
From: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG
To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG
Sent: Sun Jul 29 13:13:51 2007
Subject: Re: Newbie help with creating a SQL menu

Hi Axton: I donot see anything in arerror.log. I have enabled logging on
the remedy user client and donot see anything there as well. Not sure if
his matters. This REMEDY user is not one created by remedy. It's a user
our db admin has created for readonly access to a few views and tables.

Thanks
Ray
Axton wrote:
 1. Is there anything else I need to do for the SQL menu to work?
 Shouldn't be

 2. How does the sql menu know what is the password for the REMEDY user
 in the database?
 It already has sessions to the Oracle instance used by Remedy; it just
 uses those

 3. How does it know the ORACLE_SID to be used for this query?
 It already has sessions to the Oracle instance used by Remedy; it just
 uses those, meaning it runs the sql against the Remedy instance as the
 remedy schema owner

 Your arerr90 is more than likely indicative of another problem.  Check
 the arerror.log file for more info.

 Axton Grams

 On 7/29/07, Ray [EMAIL PROTECTED] wrote:
  
 Hi: I have created a menu that should list value for all fields in a

 database. The SQL command for the menu I am using is the following.

 select distinct(LOCATION) from REMEDY.LOCATIONS

 I have associated this menu with a field in my form. When I click 
on the

 pulldown menu for the field, I get the following error

 ARERR [90] Cannot establish a network connection to the AR System 
server

 : 192.168.2.219 (0) : RPC: Program not registered

 The database I am connecting to is the database remedy uses and the
 database runs on a different server. I can log into that database fine
 using a sqlplus client.

 1. Is there anything else I need to do for the SQL menu to work?
 2. How does the sql menu know what is the password for the REMEDY user
 in the database?
 3. How does it know the ORACLE_SID to be used for this query?

 Thanks
 Ray




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Re: Newbie help with creating a SQL menu

[Shellman, David]

Ray,

There are so many ways this could have been set up within Oracle.  It could be 
just a table in the same Oracle instance as your AR System tables.  It could 
have been set up with a link from one instance to another.  Depending on how 
the DBA's set it up can make a difference on the actual select statement.

Best advice I can offer is talk to your DBA's.

Dave
--
[EMAIL PROTECTED] (Wireless)

- Original Message -
From: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG
To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG
Sent: Sun Jul 29 17:49:33 2007
Subject: Re: Newbie help with creating a SQL menu

Axton, Dave: I changed the Server name to the IP address of the remedy 
server instead of the database server and it works. Any idea if I can 
connect to a database table that is not the remedy database? If yes, how 
would I do that?

Thanks
Ray
Shellman, David wrote:

 Ray,

 My suggestion is to connect to your AR System instance with SQL Plus 
 as the user aradmin.  Then execute the sql statement.  This eliminates 
 any issue with the AR System.  Any resulting Oracle error will be 
 displayed.

 If the table doesn't have a public synonym you will proably need to 
 execute the sql statement in the form of select value from 
 [EMAIL PROTECTED]  I remember this after I try select 
 select value from [EMAIL PROTECTED] and get a table doesn't exist error.

 Often the other instance may require the same user name aradmin 
 instead of a user named remedy.  There's probably a way to connect as 
 another user but I haven't tried and it may complicate the sql statement.

 Dave
 --
 [EMAIL PROTECTED] (Wireless)

 - Original Message -
 From: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG
 To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG
 Sent: Sun Jul 29 13:13:51 2007
 Subject: Re: Newbie help with creating a SQL menu

 Hi Axton: I donot see anything in arerror.log. I have enabled logging on
 the remedy user client and donot see anything there as well. Not sure if
 his matters. This REMEDY user is not one created by remedy. It's a user
 our db admin has created for readonly access to a few views and tables.

 Thanks
 Ray
 Axton wrote:
  1. Is there anything else I need to do for the SQL menu to work?
  Shouldn't be
 
  2. How does the sql menu know what is the password for the REMEDY user
  in the database?
  It already has sessions to the Oracle instance used by Remedy; it just
  uses those
 
  3. How does it know the ORACLE_SID to be used for this query?
  It already has sessions to the Oracle instance used by Remedy; it just
  uses those, meaning it runs the sql against the Remedy instance as the
  remedy schema owner
 
  Your arerr90 is more than likely indicative of another problem.  Check
  the arerror.log file for more info.
 
  Axton Grams
 
  On 7/29/07, Ray [EMAIL PROTECTED] wrote:
   
  Hi: I have created a menu that should list value for all fields in a
  database. The SQL command for the menu I am using is the following.
 
  select distinct(LOCATION) from REMEDY.LOCATIONS
 
  I have associated this menu with a field in my form. When I click 
 on the
  pulldown menu for the field, I get the following error
 
  ARERR [90] Cannot establish a network connection to the AR System 
 server
  : 192.168.2.219 (0) : RPC: Program not registered
 
  The database I am connecting to is the database remedy uses and the
  database runs on a different server. I can log into that database fine
  using a sqlplus client.
 
  1. Is there anything else I need to do for the SQL menu to work?
  2. How does the sql menu know what is the password for the REMEDY user
  in the database?
  3. How does it know the ORACLE_SID to be used for this query?
 
  Thanks
  Ray
 


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Re: Newbie help with creating a SQL menu

[Carey Matthew Black]

Ray,

In general all ARS workflow/objects should point at ARS servers. The
only exceptions that I can currently think of would be:

A)  Calls to ARS Plugin Servers(Via Filter SetField actions)
ARS Plugin Servers can be hosted on non ARS Server hardware,
but typically are installed on ARS servers by default.

B)  Calls to Web Services (Via Filter SetField actions)

C)  View fields can be pointed at any http/https server.

D ) hum... What else ( I am likely missing something but at
the moment I can not think of anything else.)


In specific the ARS server currently (as of v7) really only knows
about one RDBMS and only one specific DB. If you can workout the SQL
details in your RDBMS so that you can expose an external RDBMS(table
or other such item) as if it exists inside the specific DB that ARS is
connected to then you likely can use that item. ( There are still some
restrictions due to how ARS works, but there are workarounds that you
can also do to mesh most RDBMS stuff into a form that ARS can use too.
)


In specific I have seen Oracle solutions with Linked Servers (to
establish the username password / connection information) with a local
RDBMS View object to expose remote/external Oracle data as if it
existed in the local table space. And if the RDBMS View has
characteristics that conform to the ARS form design then an ARS View
Form can be pointed at the local RDMBS View object.

HTH.

-- 
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.


On 7/29/07, Ray [EMAIL PROTECTED] wrote:
 Axton, Dave: I changed the Server name to the IP address of the remedy
 server instead of the database server and it works. Any idea if I can
 connect to a database table that is not the remedy database? If yes, how
 would I do that?

 Thanks
 Ray

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Re: Newbie help with creating a SQL menu

[Axton]

If you want to access a table in the same oracle instance, but in a
different schema, use this syntax for the table name:
schema.tableName

If you want to access data in a remote schema, (1) create a database
link in Oracle, then (2), use this syntax for the table name:

remoteSchema.tableName@DbLinkName

Axton Grams

On 7/29/07, Ray [EMAIL PROTECTED] wrote:
 Axton, Dave: I changed the Server name to the IP address of the remedy
 server instead of the database server and it works. Any idea if I can
 connect to a database table that is not the remedy database? If yes, how
 would I do that?

 Thanks
 Ray
 Shellman, David wrote:
 
  Ray,
 
  My suggestion is to connect to your AR System instance with SQL Plus
  as the user aradmin.  Then execute the sql statement.  This eliminates
  any issue with the AR System.  Any resulting Oracle error will be
  displayed.
 
  If the table doesn't have a public synonym you will proably need to
  execute the sql statement in the form of select value from
  [EMAIL PROTECTED]  I remember this after I try select
  select value from [EMAIL PROTECTED] and get a table doesn't exist error.
 
  Often the other instance may require the same user name aradmin
  instead of a user named remedy.  There's probably a way to connect as
  another user but I haven't tried and it may complicate the sql statement.
 
  Dave
  --
  [EMAIL PROTECTED] (Wireless)
 
  - Original Message -
  From: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG
  To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG
  Sent: Sun Jul 29 13:13:51 2007
  Subject: Re: Newbie help with creating a SQL menu
 
  Hi Axton: I donot see anything in arerror.log. I have enabled logging on
  the remedy user client and donot see anything there as well. Not sure if
  his matters. This REMEDY user is not one created by remedy. It's a user
  our db admin has created for readonly access to a few views and tables.
 
  Thanks
  Ray
  Axton wrote:
   1. Is there anything else I need to do for the SQL menu to work?
   Shouldn't be
  
   2. How does the sql menu know what is the password for the REMEDY user
   in the database?
   It already has sessions to the Oracle instance used by Remedy; it just
   uses those
  
   3. How does it know the ORACLE_SID to be used for this query?
   It already has sessions to the Oracle instance used by Remedy; it just
   uses those, meaning it runs the sql against the Remedy instance as the
   remedy schema owner
  
   Your arerr90 is more than likely indicative of another problem.  Check
   the arerror.log file for more info.
  
   Axton Grams
  
   On 7/29/07, Ray [EMAIL PROTECTED] wrote:
  
   Hi: I have created a menu that should list value for all fields in a
   database. The SQL command for the menu I am using is the following.
  
   select distinct(LOCATION) from REMEDY.LOCATIONS
  
   I have associated this menu with a field in my form. When I click
  on the
   pulldown menu for the field, I get the following error
  
   ARERR [90] Cannot establish a network connection to the AR System
  server
   : 192.168.2.219 (0) : RPC: Program not registered
  
   The database I am connecting to is the database remedy uses and the
   database runs on a different server. I can log into that database fine
   using a sqlplus client.
  
   1. Is there anything else I need to do for the SQL menu to work?
   2. How does the sql menu know what is the password for the REMEDY user
   in the database?
   3. How does it know the ORACLE_SID to be used for this query?
  
   Thanks
   Ray
  
 

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Re: Newbie: escalation to delete old records from a form.

[Joe DeSouza]

Application-Query-Delete-Entry FormName Qualification is what you are 
looking for..

If the form name contains spaces or special charcaters, enclose it with double 
quotes..

For Qualification you could use 1=1 since you want to delete all entries in 
that form.

Joe

- Original Message 
From: Ray M [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Tuesday, June 5, 2007 1:38:49 PM
Subject: Newbie: escalation to delete old records from a form.


Hi: I want to create a escalation which runs every morning and deletes all 
records from a form. Just came back from the training. Could someone help me 
with what needs to go in the If Action tab for the escalation?


Thanks
Ray


   

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Newbie: escalation to delete old records from a form.

[Ray M]

Hi: I want to create a escalation which runs every morning and deletes all
records from a form. Just came back from the training. Could someone help me
with what needs to go in the If Action tab for the escalation?


Thanks
Ray

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Re: Newbie: escalation to delete old records from a form.

[Shafqat Ayaz]

Hi Ray
you could use Application-Delete-Entry Form Name Entry ID
If the form name is long, you can put it in  
if you are running the escalation on the same form, then use the keyword 
$SCHEMA$, for the Entry ID you can use $1$ the field ID of Entry ID.
this is on page 246 of the manual Workflow Objects ( V7 )
if you have any problems, drop me an email.


 
Shafqat Ayaz


Break the Rules, Forgive Quickly, Kiss Slowly, Love Truly, Laugh 
Uncontrollably, And Never Regret anything that made you Smile.. 




- Original Message 
From: Ray M [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Tuesday, June 5, 2007 1:38:49 PM
Subject: Newbie: escalation to delete old records from a form.


Hi: I want to create a escalation which runs every morning and deletes all
records from a form. Just came back from the training. Could someone help me
with what needs to go in the If Action tab for the escalation?


Thanks
Ray

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Crystal Newbie Question - subreport linking problem

[Sokol, Brian]

I am trying to create my first Crystal report so sorry if I am making an
obvious error. I have a PO form in Remedy called PORequests. It contains
a table pointing to another form called PO Line Items. The table is
linked by an Instance ID field. I need to create a Crystal report so I
can print the main form (PORequests) and all the line items in the table
(POLineItem). I created 2 reports in Crystal. I inserted the POLineItem
report as a sub report and linked on the Instance ID field. When I click
on preview in Crystal I get 2 sub reports. The first PO record is
displayed, the sub report correctly shows 3 line items associated with
that PO and then there is a 2nd sub report that shows a different line
item that is not associated with that PO. The Instance ID is not the
same in this last line item so I am thinking my link in Crystal is
wrong. Here is what is selected in the SubReport links dialog box:

Field to link to: PORequests.Instance_ID
Subreport Parameter field to use: ?Pm-PORequests.Instance_ID
Select data in subreport based upon field: POLineItem.Instance_ID

Does this look correct?

Brian Sokol
Manager, Desktop Services
Scholastic Inc.
557 Broadway
NY, NY 10012
(212) 343-6494
http://www.Scholastic.com


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Newbie question: how to find filters/worklow associated with a form

[Ray M]

Hi: Just went to training. Can't seem to figure out something that is
trivial.

 

 Is there a way in Remedy Admin to show all filters and workflows associated
with a form?

 

Thanks

Ray

 

 


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Re: Newbie question: how to find filters/worklow associated with a form

[Scott Parrish]

Ray,
Admin Tool go to ViewBy Form. . . You can then either select a single form
or select multiple forms.
 
Scott Parrish
IT Prophets, LLC
(770) 653-5203
http://www.itprophets.com http://www.itprophets.com/ 
 
  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ray M
Sent: Thursday, May 24, 2007 5:49 PM
To: arslist@ARSLIST.ORG
Subject: Newbie question: how to find filters/worklow associated with a form
 
Hi: Just went to training. Can't seem to figure out something that is
trivial.
 
 Is there a way in Remedy Admin to show all filters and workflows associated
with a form?
 
Thanks
Ray
 
 
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Re: Newbie question: how to find filters/worklow associated with a form

[Rick Cook]

Also, run the Sync Search Database, so that you can see workflow objects
associated with individual fields within a form.
 
Rick 
  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Scott Parrish
Sent: Thursday, May 24, 2007 3:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: Newbie question: how to find filters/worklow associated with a
form


** 

Ray,

Admin Tool go to ViewBy Form. . . You can then either select a single form
or select multiple forms.

 

Scott Parrish
IT Prophets, LLC
(770) 653-5203
http://www.itprophets.com http://www.itprophets.com/ 

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ray M
Sent: Thursday, May 24, 2007 5:49 PM
To: arslist@ARSLIST.ORG
Subject: Newbie question: how to find filters/worklow associated with a form

 

Hi: Just went to training. Can't seem to figure out something that is
trivial.

 

 Is there a way in Remedy Admin to show all filters and workflows associated
with a form?

 

Thanks

Ray

 

 

__20060125___This posting was submitted with HTML in
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in it___

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Re: Newbie question: how to find filters/worklow associated with a form

[Durrant, Michael M. - ITSD]

I have this set to run every night...
 
C:\Program Files\AR System\Admin\aradmin.exe -u ar admin login -p
ar admin password -x ar server -s



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Thursday, May 24, 2007 4:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: Newbie question: how to find filters/worklow associated
with a form


** 
Also, run the Sync Search Database, so that you can see workflow objects
associated with individual fields within a form.
 
Rick 


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Scott Parrish
Sent: Thursday, May 24, 2007 3:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: Newbie question: how to find filters/worklow associated
with a form


** 

Ray,

Admin Tool go to ViewBy Form. . . You can then either select a single
form or select multiple forms.

 

Scott Parrish
IT Prophets, LLC
(770) 653-5203
http://www.itprophets.com http://www.itprophets.com/ 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ray M
Sent: Thursday, May 24, 2007 5:49 PM
To: arslist@ARSLIST.ORG
Subject: Newbie question: how to find filters/worklow associated with a
form

 

Hi: Just went to training. Can't seem to figure out something that is
trivial.

 

 Is there a way in Remedy Admin to show all filters and workflows
associated with a form?

 

Thanks

Ray

 

 

__20060125___This posting was submitted with HTML in
it___ __20060125___This posting was submitted with
HTML in it___ __20060125___This posting was
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Re: Newbie question: how to find filters/worklow associated with a form

[Payne, George]

And...since you are an affirmed newbie, leave your Admin Client open
while you're running the SYNC, do it during OFF hours and don't let you
machine go to sleep.

 

Pain points learned :-)

 

Gp

 

George Payne

Assistant Director, User Services

Information Technology Services

University of Texas at Austin

512.232.4132

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Thursday, May 24, 2007 5:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: Newbie question: how to find filters/worklow associated
with a form

 

Also, run the Sync Search Database, so that you can see workflow objects
associated with individual fields within a form.

 

Rick 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Scott Parrish
Sent: Thursday, May 24, 2007 3:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: Newbie question: how to find filters/worklow associated
with a form

** 

Ray,

Admin Tool go to ViewBy Form. . . You can then either select a single
form or select multiple forms.

 

Scott Parrish
IT Prophets, LLC
(770) 653-5203
http://www.itprophets.com http://www.itprophets.com/ 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ray M
Sent: Thursday, May 24, 2007 5:49 PM
To: arslist@ARSLIST.ORG
Subject: Newbie question: how to find filters/worklow associated with a
form

 

Hi: Just went to training. Can't seem to figure out something that is
trivial.

 

 Is there a way in Remedy Admin to show all filters and workflows
associated with a form?

 

Thanks

Ray

 

 

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OT: javac [newbie question]

[Bezhenar, Dmitry]

Hello List,

I experience some problems while compiling the MyAuthenticator.java file.

I execute the following command -

javac -classpath C:\Program Files\Apache Software Foundation\Tomcat 
5.5\common\lib\servlet-api.jar c:\MyAuthenticator.java

And get the following errors -

c:\MyAuthenticator.java:15: package com.remedy.arsys.session does not exist
import com.remedy.arsys.session.Authenticator;
^
c:\MyAuthenticator.java:16: package com.remedy.arsys.session does not exist
import com.remedy.arsys.session.UserCredentials;
^
c:\MyAuthenticator.java:24: cannot find symbol
symbol: class Authenticator
public class MyAuthenticator implements Authenticator {
^
c:\MyAuthenticator.java:48: cannot find symbol
symbol  : class UserCredentials
location: class com.yourcompany.sso.MyAuthenticator
public UserCredentials getAuthenticatedCredentials(
   ^
c:\MyAuthenticator.java:56: cannot find symbol
symbol  : class UserCredentials
location: class com.yourcompany.sso.MyAuthenticator
return new UserCredentials(user.toLowerCase(), pw, authStr);
   ^
5 errors

Did I miss something in classpath?

Thank you.


Kind Regards / C ?
Dmitry Bezhenar

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Re: Web Service Newbie

[Joe DeSouza]

Yes, the mid-tier is the layer through which authentication happens when a web 
service is used to resolve the ARS database...

Joe

- Original Message 
From: Jarl Grøneng [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Tuesday, March 20, 2007 9:03:53 AM
Subject: Re: Web Service Newbie


Here is a drawing showing how all are linked togheter...
http://www.bmc.com/arsystem/dev_community/images/TT_2005/TT%20September%2005/Primer_Large.jpg

--
Jarl


On 3/19/07, Nall, Roger [EMAIL PROTECTED] wrote:
 **



 Joe,



 Thanks for the information. I was really just frying to confirm that this
 could not be done unless the Mid-Tier was installed. Which leads me to
 another question? Does it just have to be installed or do I really need to
 use it?



 Thanks,




 Roger A. Nall

 Manager, OSSNMS Remedy

 T-Mobile USA

 Desk: 813-348-2556(New)

 Cell: 973-652-6723

 FAX: 813-348-2565

 sf49fanv AIM IM

 RogerNall   Yahoo IM



  


 From: Action Request System discussion list(ARSList)
 [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
  Sent: Friday, March 16, 2007 3:24 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: Web Service Newbie





 Roger,



 Not sure I understood you completely.. Are you saying they want you to
 attempt to create a web service using Remedy's Admin Tool but without
 setting up the Mid-Tier? If so that is not supported and not possible using
 Remedy's Admin tool to create a that web service.. When you create a web
 service through Remedy's Admin tool, the URL it generates expects you to
 insert the mid-tier's context path within it.



 Here is what a typical web service url looks like when created from the
 Admin tool:

 http://Mid-Tier-Server:Port-Number/mid-tier/WSDL/public/AR-Server-Name/Web-Service-Name



 So as you would notice the request is communicated to the AR Server via the
 Mid-Tier.



 You could I'm sure write a web service independent of the mid-tier without
 using the AR Systems Admin tool, but in order to do that you would need to
 write your own web plugin to the ARS. And I wonder how much of that would be
 supported by Remedy support should you run into a problem..



 Hope this helps...



 Joe





 - Original Message 
  From: Nall, Roger [EMAIL PROTECTED]
  To: arslist@ARSLIST.ORG
  Sent: Friday, March 16, 2007 8:55:26 AM
  Subject: Web Service Newbie

  **


 Okay everyone please take it easy on me with this one. Here is my
 configuration:

 ARS 6.03 patch 16
 WINDOWS 2003
 SQL 2K
 No mid-tier



 We are creating a .NET help desk ticket application for our Engineering
 group. Currently they use Remedy but due to some personal issues the
 decision was made to move the Remedy application to a move advanced
 platform. Please do not ask any questions as to why this decision was made.
 My mother always told me if you can't say something nice about someone don't
 say anything at all.



 That being said we need to integrate Remedy with this new .NET system. I
 need to be able to create tickets in the new system and they need to be able
 to update my tickets as well as create tickets in Remedy. They have
 developed a Web Service for me to use to create tickets in the new system.
 As I understand it this will allow me to pass data to the new system and
 receive their ticket number back.



 We were originally going to user the .NET API to allow them to update/create
 tickets in my system. It was suggested to me that maybe we could use a Web
 Service created on the Remedy side instead of the API. I have been looking
 at the documentation for creating a Web Service and that has led me to this
 posting.



 My first question is how is this possible without using the Mid-Tier? As I
 stated, this is new to me and I am not sure I fully understand it. Any help
 would be greatly appreciated.



 Thanks,



 Roger A. Nall

 Manager, OSSNMS Remedy

 T-Mobile USA

 Desk: 813-348-2556(New)

 Cell: 973-652-6723

 FAX: 813-348-2565

 sf49fanv AIM IM

 RogerNall   Yahoo IM


  


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  Get more visitors on your site using Yahoo! Search Marketing.
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Re: Web Service Newbie

[Joe DeSouza]

Yes it does, except for one thing that I cannot really confirm.. Maybe someone 
out there knows better.. Is the Mid-Tier really the client to a web service?? 
Thats a very good question.. I was looking at the available list of client 
types just as you brought that up, and there doesn't look like there is a 
specific client for a web service.. Here is the list I got from the ar.h file..

# more ar.h|grep CLIENT_TYPE
#define AR_KEYWORD_CLIENT_TYPE 22 /* client type of the api program */
#define AR_CLIENT_TYPE_UNKNOWN 0
#define AR_CLIENT_TYPE_PRE_50  1  /* Pre 5.0 ar client tools */
#define AR_CLIENT_TYPE_WAT 2  /* Windows admin tool */
#define AR_CLIENT_TYPE_WUT 3  /* Windows user tool */
#define AR_CLIENT_TYPE_WIP 4  /* Windows import tool */
#define AR_CLIENT_TYPE_DSO 5  /* Distributed server */
#define AR_CLIENT_TYPE_ODBC6  /* ARODBC */
#define AR_CLIENT_TYPE_APPROVAL7  /* Approval server */
#define AR_CLIENT_TYPE_WEB_SERVER  8  /* AR web server, waserver */
#define AR_CLIENT_TYPE_MID_TIER9  /* Mid-tier 5.0 and later */
#define AR_CLIENT_TYPE_PALM_PILOT 10  /* Palm pilot */
#define AR_CLIENT_TYPE_FLASHBOARDS11  /* Flashboards */
#define AR_CLIENT_TYPE_FLASHBOARDS_MID_TIER   12  /* Flashboards mid-tier */
#define AR_CLIENT_TYPE_EIE13  /* Enterprise Integration */
#define AR_CLIENT_TYPE_RELOAD 14  /* arreload */
#define AR_CLIENT_TYPE_CACHE  15  /* arcache */
#define AR_CLIENT_TYPE_DIST   16  /* ardist */
#define AR_CLIENT_TYPE_RUN_MACRO  17  /* runmacro */
#define AR_CLIENT_TYPE_MAIL   18  /* armaild/armailex */
#define AR_CLIENT_TYPE_IMPORT_CMD 19  /* arimportcmd */
#define AR_CLIENT_TYPE_REPORT_PLUGIN  20  /* Report creator plugin */
#define AR_CLIENT_TYPE_ALERT  21  /* Alert tool */
#define AR_CLIENT_TYPE_MAIL_DAEMON22  /* New AR Mail Daemon, not 
armaild */
#define AR_CLIENT_TYPE_SIGNAL 23  /* arsignal */
#define AR_CLIENT_TYPE_DEBUGGER   24  /* debugger */
#define AR_CLIENT_TYPE_OBJSTR 25  /* object store API */
#define AR_CLIENT_TYPE_OBJSTR_SYNC26  /* object store sync utility 
*/
#define AR_CLIENT_TYPE_SERVER_ADMIN_PLUGIN27  /* Server Admin plugin */
#define AR_CLIENT_TYPE_END_OF_PRODUCT   3999
#define AR_CLIENT_TYPE_UNPRODUCTIZED_START  4000
#define AR_CLIENT_TYPE_DRIVER   4000  /* Driver: sample program */
#define AR_CLIENT_TYPE_DISPATCHER   4001  /* distributor of appl. */
#define AR_CLIENT_TYPE_HELP 4002  /* arhelp */
#define AR_CLIENT_TYPE_JANITOR  4003  /* arjanitor */
#define AR_CLIENT_TYPE_MENU 4004  /* armenu */
#define AR_CLIENT_TYPE_STRUCT   4005  /* arstruct */
#define AR_CLIENT_TYPE_TEXT 4006  /* artext */
#define AR_CLIENT_TYPE_SQLED4007  /* arsqled */
#define AR_CLIENT_TYPE_CHANGE_SEL   4008  /* archgsel */
#define AR_CLIENT_TYPE_CHANGE_ID4009  /* archgid */
#define AR_CLIENT_TYPE_LABEL4010  /* arlabel */
#define AR_CLIENT_TYPE_END_OF_RESERVED_RANGE  5000
#define AR_SESS_CLIENT_TYPE7 /* client type of the api program */
 
So I wonder if its 8 or 9 that would best represent a web service.. or 0?

Joe



- Original Message 
From: Nall, Roger [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Tuesday, March 20, 2007 9:27:27 AM
Subject: Re: Web Service Newbie


So if I understand this correctly, the Mid - Tier is the client for web 
services. I do not have to have any forms available for use on the Mid Tier. I 
would just create the web service and the call of that web service from the 
external system would use the Mid Tier to pass data to the AR Server. Does that 
sound about right?

Thanks,

Roger A. Nall
Manager, OSSNMS Remedy
T-Mobile USA
Desk: 813-348-2556(New)
Cell: 973-652-6723
FAX: 813-348-2565
sf49fanv AIM IM
RogerNall   Yahoo IM


-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Jarl Grøneng
Sent: Tuesday, March 20, 2007 9:04 AM
To: arslist@ARSLIST.ORG
Subject: Re: Web Service Newbie

Here is a drawing showing how all are linked togheter...
http://www.bmc.com/arsystem/dev_community/images/TT_2005/TT%20September%2005/Primer_Large.jpg

--
Jarl


On 3/19/07, Nall, Roger [EMAIL PROTECTED] wrote:
 **



 Joe,



 Thanks for the information. I was really just frying to confirm that this
 could not be done unless the Mid-Tier was installed. Which leads me to
 another question? Does it just have to be installed or do I really need to
 use it?



 Thanks,




 Roger A. Nall

 Manager, OSSNMS Remedy

 T-Mobile USA

 Desk: 813-348-2556(New)

 Cell

Re: Web Service Newbie

[Carey Matthew Black]

Roger,

Once your Mid-Tier is configured to talk to your ARS server(s) then
all the forms that the user can authenticate and gain access to,
should work on the Mid-tier via a supported browser. There are very
few exceptions to that general rule.

The only way that I could think of to try to prevent your users from
being able to use the Mid-tier would be to try to use the ar.conf
setting Disable-Client-Operation to restrict the use of the
Mid-Tier. However that might also prevent inbound WebService calls
too. (I am just not sure if it would or not.) You might also try to
mangle the Mid-Tier install and remove a few files/configurations of
the java Web application to try to prevent users from being able to
login via the Mid-tier application. But I also have no idea if that
would prevent Web Service Clients from connecting to the Mid-Tier
either.

Would it be a concern if users were able to use the Mid-tier?

--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.



On 3/20/07, Nall, Roger [EMAIL PROTECTED] wrote:

So if I understand this correctly, the Mid - Tier is the client for web 
services. I do not have to have any forms available for use on the Mid Tier. I 
would just create the web service and the call of that web service from the 
external system would use the Mid Tier to pass data to the AR Server. Does that 
sound about right?

Thanks,

Roger A. Nall
Manager, OSSNMS Remedy
T-Mobile USA
Desk: 813-348-2556(New)
Cell: 973-652-6723
FAX: 813-348-2565
sf49fanv AIM IM
RogerNall   Yahoo IM


-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Jarl Grøneng
Sent: Tuesday, March 20, 2007 9:04 AM
To: arslist@ARSLIST.ORG
Subject: Re: Web Service Newbie

Here is a drawing showing how all are linked togheter...
http://www.bmc.com/arsystem/dev_community/images/TT_2005/TT%20September%2005/Primer_Large.jpg

--
Jarl


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Re: Web Service Newbie

[Joe DeSouza]

Matt,

That would mean you need to be asolutely certain of the client type that the 
web service is.. if it is 9 then yes it would be disabled as well.. but if its 
8 or some other specific client, then it wouldn't.. I could not find a web 
service specific client type on the ar.h file.. So I'm assuming its either 0, 
or 8 or 9...

Rgds

Joe



- Original Message 
From: Carey Matthew Black [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Tuesday, March 20, 2007 9:53:25 AM
Subject: Re: Web Service Newbie


Roger,

Once your Mid-Tier is configured to talk to your ARS server(s) then
all the forms that the user can authenticate and gain access to,
should work on the Mid-tier via a supported browser. There are very
few exceptions to that general rule.

The only way that I could think of to try to prevent your users from
being able to use the Mid-tier would be to try to use the ar.conf
setting Disable-Client-Operation to restrict the use of the
Mid-Tier. However that might also prevent inbound WebService calls
too. (I am just not sure if it would or not.) You might also try to
mangle the Mid-Tier install and remove a few files/configurations of
the java Web application to try to prevent users from being able to
login via the Mid-tier application. But I also have no idea if that
would prevent Web Service Clients from connecting to the Mid-Tier
either.

Would it be a concern if users were able to use the Mid-tier?

-- 
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.



On 3/20/07, Nall, Roger [EMAIL PROTECTED] wrote:
 So if I understand this correctly, the Mid - Tier is the client for web 
 services. I do not have to have any forms available for use on the Mid Tier. 
 I would just create the web service and the call of that web service from the 
 external system would use the Mid Tier to pass data to the AR Server. Does 
 that sound about right?

 Thanks,

 Roger A. Nall
 Manager, OSSNMS Remedy
 T-Mobile USA
 Desk: 813-348-2556(New)
 Cell: 973-652-6723
 FAX: 813-348-2565
 sf49fanv AIM IM
 RogerNall   Yahoo IM


 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
 PROTECTED] On Behalf Of Jarl Grøneng
 Sent: Tuesday, March 20, 2007 9:04 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: Web Service Newbie

 Here is a drawing showing how all are linked togheter...
 http://www.bmc.com/arsystem/dev_community/images/TT_2005/TT%20September%2005/Primer_Large.jpg

 --
 Jarl


 

TV dinner still cooling? 
Check out Tonight's Picks on Yahoo! TV.
http://tv.yahoo.com/

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Answers Are

Re: Web Service Newbie

[Nall, Roger]

At this point yes. We have never used the Mid Tier for reasons I would rather 
not say. That is going to have change by the end of this year but I would 
prefer to have a proper rollout of the new process. In the mean time if I could 
use the Mid Tier for the web service functionality to this new application it 
would make matters easier. I am thinking that as long as I don't let anyone 
know that the Mid Tier is available then no one will know how to access it.

Roger A. Nall
Manager, OSSNMS Remedy
T-Mobile USA
Desk: 813-348-2556(New)
Cell: 973-652-6723
FAX: 813-348-2565
sf49fanv AIM IM
RogerNall   Yahoo IM
 

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Carey Matthew Black
Sent: Tuesday, March 20, 2007 9:53 AM
To: arslist@ARSLIST.ORG
Subject: Re: Web Service Newbie

Roger,

Once your Mid-Tier is configured to talk to your ARS server(s) then
all the forms that the user can authenticate and gain access to,
should work on the Mid-tier via a supported browser. There are very
few exceptions to that general rule.

The only way that I could think of to try to prevent your users from
being able to use the Mid-tier would be to try to use the ar.conf
setting Disable-Client-Operation to restrict the use of the
Mid-Tier. However that might also prevent inbound WebService calls
too. (I am just not sure if it would or not.) You might also try to
mangle the Mid-Tier install and remove a few files/configurations of
the java Web application to try to prevent users from being able to
login via the Mid-tier application. But I also have no idea if that
would prevent Web Service Clients from connecting to the Mid-Tier
either.

Would it be a concern if users were able to use the Mid-tier?

-- 
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.



On 3/20/07, Nall, Roger [EMAIL PROTECTED] wrote:
 So if I understand this correctly, the Mid - Tier is the client for web 
 services. I do not have to have any forms available for use on the Mid Tier. 
 I would just create the web service and the call of that web service from the 
 external system would use the Mid Tier to pass data to the AR Server. Does 
 that sound about right?

 Thanks,

 Roger A. Nall
 Manager, OSSNMS Remedy
 T-Mobile USA
 Desk: 813-348-2556(New)
 Cell: 973-652-6723
 FAX: 813-348-2565
 sf49fanv AIM IM
 RogerNall   Yahoo IM


 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
 PROTECTED] On Behalf Of Jarl Grøneng
 Sent: Tuesday, March 20, 2007 9:04 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: Web Service Newbie

 Here is a drawing showing how all are linked togheter...
 http://www.bmc.com/arsystem/dev_community/images/TT_2005/TT%20September%2005/Primer_Large.jpg

 --
 Jarl

___
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Answers Are

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Answers Are

Re: Web Service Newbie

[Jarl Grøneng]

No, I dont see mid-tier as a client to a webservice. If you browse
trough the api you can see how to access a web service without
mid-tier.

ARXMLCreateEntry
public static java.lang.String ARXMLCreateEntry(ARServerUser context,
   java.lang.String inputMapping,
   java.lang.String inputDoc,
   java.lang.String outputMapping,
   java.lang.String optionDoc)
throws ARException

So just add the mappings and the input xml and you should be going.
However the documentation states that this is for internal use only...

--
Jarl

On 3/20/07, Joe DeSouza [EMAIL PROTECTED] wrote:

**


Yes it does, except for one thing that I cannot really confirm.. Maybe
someone out there knows better.. Is the Mid-Tier really the client to a web
service?? Thats a very good question.. I was looking at the available list
of client types just as you brought that up, and there doesn't look like
there is a specific client for a web service.. Here is the list I got from
the ar.h file..

# more ar.h|grep CLIENT_TYPE
#define AR_KEYWORD_CLIENT_TYPE 22 /* client type of the api program */
#define AR_CLIENT_TYPE_UNKNOWN 0
#define AR_CLIENT_TYPE_PRE_50  1  /* Pre
5.0 ar client tools */
#define AR_CLIENT_TYPE_WAT 2  /*
Windows admin tool */
#define AR_CLIENT_TYPE_WUT 3  /*
Windows user tool */
#define AR_CLIENT_TYPE_WIP 4  /*
Windows import tool */
#define AR_CLIENT_TYPE_DSO 5  /*
Distributed server */
#define AR_CLIENT_TYPE_ODBC6  /* ARODBC
*/
#define AR_CLIENT_TYPE_APPROVAL7  /*
Approval server */
#define AR_CLIENT_TYPE_WEB_SERVER  8  /* AR web
server, waserver */
#define AR_CLIENT_TYPE_MID_TIER9  /*
Mid-tier 5.0 and later */
#define AR_CLIENT_TYPE_PALM_PILOT 10  /* Palm
pilot */
#define AR_CLIENT_TYPE_FLASHBOARDS11  /*
Flashboards */
#define AR_CLIENT_TYPE_FLASHBOARDS_MID_TIER   12  /*
Flashboards mid-tier */
#define AR_CLIENT_TYPE_EIE13  /*
Enterprise Integration */
#define AR_CLIENT_TYPE_RELOAD 14  /*
arreload */
#define AR_CLIENT_TYPE_CACHE  15  /*
arcache */
#define AR_CLIENT_TYPE_DIST   16  /* ardist
*/
#define AR_CLIENT_TYPE_RUN_MACRO  17  /*
runmacro */
#define AR_CLIENT_TYPE_MAIL   18  /*
armaild/armailex */
#define AR_CLIENT_TYPE_IMPORT_CMD 19  /*
arimportcmd */
#define AR_CLIENT_TYPE_REPORT_PLUGIN  20  /* Report
creator plugin */
#define AR_CLIENT_TYPE_ALERT  21  /* Alert
tool */
#define AR_CLIENT_TYPE_MAIL_DAEMON22  /* New AR
Mail Daemon, not armaild */
#define AR_CLIENT_TYPE_SIGNAL 23  /*
arsignal */
#define AR_CLIENT_TYPE_DEBUGGER   24  /*
debugger */
#define AR_CLIENT_TYPE_OBJSTR 25  /* object
store API */
#define AR_CLIENT_TYPE_OBJSTR_SYNC26  /* object
store sync utility */
#define AR_CLIENT_TYPE_SERVER_ADMIN_PLUGIN27  /* Server
Admin plugin */
#define AR_CLIENT_TYPE_END_OF_PRODUCT   3999
#define AR_CLIENT_TYPE_UNPRODUCTIZED_START  4000
#define AR_CLIENT_TYPE_DRIVER   4000  /*
Driver: sample program */
#define AR_CLIENT_TYPE_DISPATCHER   4001  /*
distributor of appl. */
#define AR_CLIENT_TYPE_HELP 4002  /* arhelp
*/
#define AR_CLIENT_TYPE_JANITOR  4003  /*
arjanitor */
#define AR_CLIENT_TYPE_MENU 4004  /* armenu
*/
#define AR_CLIENT_TYPE_STRUCT   4005  /*
arstruct */
#define AR_CLIENT_TYPE_TEXT 4006  /* artext
*/
#define AR_CLIENT_TYPE_SQLED4007  /*
arsqled */
#define AR_CLIENT_TYPE_CHANGE_SEL   4008  /*
archgsel */
#define AR_CLIENT_TYPE_CHANGE_ID4009  /*
archgid */
#define AR_CLIENT_TYPE_LABEL4010  /*
arlabel */
#define AR_CLIENT_TYPE_END_OF_RESERVED_RANGE  5000
#define AR_SESS_CLIENT_TYPE7 /* client type of the api program
*/

So I wonder if its 8 or 9 that would best represent a web service.. or 0?

Joe



- Original Message 
From: Nall, Roger [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Tuesday, March 20, 2007 9:27:27 AM
Subject: Re: Web Service Newbie


So if I understand this correctly, the Mid - Tier is the client for web
services. I do not have to have any forms available for use on the Mid Tier.
I would just create the web service and the call of that web service from
the external system would use the Mid Tier to pass data to the AR Server.
Does that sound about right?

Thanks,

Roger A. Nall
Manager, OSSNMS Remedy
T-Mobile USA
Desk: 813-348-2556(New)
Cell: 973-652-6723
FAX: 813-348-2565
sf49fanv AIM IM
RogerNall   Yahoo IM

Re: Web Service Newbie

[Grooms, Frederick W]

You could also do an AL on Window Open of your user's main forms to prevent 
them from using the Mid-Tier

AL:  PreventMid-Tier   
Execute on: Window Open   
Run IF: ($CLIENT-TYPE$ = 9) and (NOT ($GROUPS$ LIKE  %Administrator% )) 
Action:  Run Process  PERFORM-ACTION-EXIT-APP   

Since a Web Service does not do a Window Open Active Link this would not 
interfere with using Mid-Tier for Web Services.  I add the GROUPS Administrator 
clause to the Run-IF so an Admin can still use the Mid-Tier

Fred
 

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Nall, Roger
Sent: Tuesday, March 20, 2007 9:09 AM
To: arslist@ARSLIST.ORG
Subject: Re: Web Service Newbie

At this point yes. We have never used the Mid Tier for reasons I would rather 
not say. That is going to have change by the end of this year but I would 
prefer to have a proper rollout of the new process. In the mean time if I could 
use the Mid Tier for the web service functionality to this new application it 
would make matters easier. I am thinking that as long as I don't let anyone 
know that the Mid Tier is available then no one will know how to access it.

Roger A. Nall
Manager, OSSNMS Remedy
T-Mobile USA
Desk: 813-348-2556(New)
Cell: 973-652-6723
FAX: 813-348-2565
sf49fanv AIM IM
RogerNall   Yahoo IM
 

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Carey Matthew Black
Sent: Tuesday, March 20, 2007 9:53 AM
To: arslist@ARSLIST.ORG
Subject: Re: Web Service Newbie

Roger,

Once your Mid-Tier is configured to talk to your ARS server(s) then all the 
forms that the user can authenticate and gain access to, should work on the 
Mid-tier via a supported browser. There are very few exceptions to that general 
rule.

The only way that I could think of to try to prevent your users from being able 
to use the Mid-tier would be to try to use the ar.conf setting 
Disable-Client-Operation to restrict the use of the Mid-Tier. However that 
might also prevent inbound WebService calls too. (I am just not sure if it 
would or not.) You might also try to mangle the Mid-Tier install and remove a 
few files/configurations of the java Web application to try to prevent users 
from being able to login via the Mid-tier application. But I also have no idea 
if that would prevent Web Service Clients from connecting to the Mid-Tier 
either.

Would it be a concern if users were able to use the Mid-tier?

--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.



On 3/20/07, Nall, Roger [EMAIL PROTECTED] wrote:
 So if I understand this correctly, the Mid - Tier is the client for web 
 services. I do not have to have any forms available for use on the Mid Tier. 
 I would just create the web service and the call of that web service from the 
 external system would use the Mid Tier to pass data to the AR Server. Does 
 that sound about right?

 Thanks,

 Roger A. Nall
 Manager, OSSNMS Remedy
 T-Mobile USA
 Desk: 813-348-2556(New)
 Cell: 973-652-6723
 FAX: 813-348-2565
 sf49fanv AIM IM
 RogerNall   Yahoo IM


 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:[EMAIL PROTECTED] On Behalf Of Jarl Grøneng
 Sent: Tuesday, March 20, 2007 9:04 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: Web Service Newbie

 Here is a drawing showing how all are linked togheter...
 http://www.bmc.com/arsystem/dev_community/images/TT_2005/TT%20September%2005/Primer_Large.jpg

 --
 Jarl

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the 
Answers Are

Re: Web Service Newbie

[Nall, Roger]

Joe,

 

Thanks for the information. I was really just frying to confirm that this could 
not be done unless the Mid-Tier was installed. Which leads me to another 
question? Does it just have to be installed or do I really need to use it? 

 

Thanks,

 

Roger A. Nall

Manager, OSSNMS Remedy

T-Mobile USA

Desk: 813-348-2556(New)

Cell: 973-652-6723

FAX: 813-348-2565

sf49fanv AIM IM

RogerNall   Yahoo IM

 



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Joe DeSouza
Sent: Friday, March 16, 2007 3:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: Web Service Newbie

 

Roger,

 

Not sure I understood you completely.. Are you saying they want you to attempt 
to create a web service using Remedy's Admin Tool but without setting up the 
Mid-Tier? If so that is not supported and not possible using Remedy's Admin 
tool to create a that web service.. When you create a web service through 
Remedy's Admin tool, the URL it generates expects you to insert the mid-tier's 
context path within it.

 

Here is what a typical web service url looks like when created from the Admin 
tool:

http://Mid-Tier-Server:Port-Number/mid-tier/WSDL/public/AR-Server-Name/Web-Service-Name
 
http://%3cMid-Tier-Server%3e:%3cPort-Number%3e/mid-tier/WSDL/public/%3cAR-Server-Name/%3cWeb-Service-Name
 

 

So as you would notice the request is communicated to the AR Server via the 
Mid-Tier.

 

You could I'm sure write a web service independent of the mid-tier without 
using the AR Systems Admin tool, but in order to do that you would need to 
write your own web plugin to the ARS. And I wonder how much of that would be 
supported by Remedy support should you run into a problem..

 

Hope this helps...
 

Joe

 

- Original Message 
From: Nall, Roger [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Friday, March 16, 2007 8:55:26 AM
Subject: Web Service Newbie

** 

Okay everyone please take it easy on me with this one. Here is my configuration:

*   ARS 6.03 patch 16
*   WINDOWS 2003
*   SQL 2K
*   No mid-tier

 

We are creating a .NET help desk ticket application for our Engineering group. 
Currently they use Remedy but due to some personal issues the decision was made 
to move the Remedy application to a move advanced platform. Please do not ask 
any questions as to why this decision was made. My mother always told me if you 
can’t say something nice about someone don’t say anything at all.

 

That being said we need to integrate Remedy with this new .NET system. I need 
to be able to create tickets in the new system and they need to be able to 
update my tickets as well as create tickets in Remedy. They have developed a 
Web Service for me to use to create tickets in the new system. As I understand 
it this will allow me to pass data to the new system and receive their ticket 
number back.

 

We were originally going to user the .NET API to allow them to update/create 
tickets in my system. It was suggested to me that maybe we could use a Web 
Service created on the Remedy side instead of the API. I have been looking at 
the documentation for creating a Web Service and that has led me to this 
posting. 

 

My first question is how is this possible without using the Mid-Tier? As I 
stated, this is new to me and I am not sure I fully understand it. Any help 
would be greatly appreciated.

 

Thanks,

 

Roger A. Nall

Manager, OSSNMS Remedy

T-Mobile USA

Desk: 813-348-2556(New)

Cell: 973-652-6723

FAX: 813-348-2565

sf49fanv AIM IM

RogerNall   Yahoo IM

 



The fish are biting.
Get more visitors 
http://us.rd.yahoo.com/evt=49679/*http:/searchmarketing.yahoo.com/arp/sponsoredsearch_v2.php?o=US2140cmp=Yahooctv=Q107Taglines=Ys2=EMb=50
  on your site using Yahoo! Search Marketing.

__20060125___This posting was submitted with HTML in it___

___
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Answers Are

Re: Web Service Newbie

[Grooms, Frederick W]

External Applications connect to the MId-Tier to send (and request) data from 
Remedy thru Web Services.   So the short answer is, You will have to use it for 
Web Services.  Web Services can be the only thing using it if you want.
 
Fred



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Nall, Roger
Sent: Monday, March 19, 2007 11:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: Web Service Newbie


** 

Joe,

 

Thanks for the information. I was really just frying to confirm that this could 
not be done unless the Mid-Tier was installed. Which leads me to another 
question? Does it just have to be installed or do I really need to use it? 

 

Thanks,

 

Roger A. Nall

Manager, OSSNMS Remedy

T-Mobile USA

Desk: 813-348-2556(New)

Cell: 973-652-6723

FAX: 813-348-2565

sf49fanv AIM IM

RogerNall   Yahoo IM

 



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Joe DeSouza
Sent: Friday, March 16, 2007 3:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: Web Service Newbie

 

Roger,

 

Not sure I understood you completely.. Are you saying they want you to attempt 
to create a web service using Remedy's Admin Tool but without setting up the 
Mid-Tier? If so that is not supported and not possible using Remedy's Admin 
tool to create a that web service.. When you create a web service through 
Remedy's Admin tool, the URL it generates expects you to insert the mid-tier's 
context path within it.

 

Here is what a typical web service url looks like when created from the Admin 
tool:

http://Mid-Tier-Server:Port-Number/mid-tier/WSDL/public/AR-Server-Name/Web-Service-Name
 
http://%3cMid-Tier-Server%3e:%3cPort-Number%3e/mid-tier/WSDL/public/%3cAR-Server-Name/%3cWeb-Service-Name
 

 

So as you would notice the request is communicated to the AR Server via the 
Mid-Tier.

 

You could I'm sure write a web service independent of the mid-tier without 
using the AR Systems Admin tool, but in order to do that you would need to 
write your own web plugin to the ARS. And I wonder how much of that would be 
supported by Remedy support should you run into a problem..

 

Hope this helps...
 

Joe

 

- Original Message 
From: Nall, Roger [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Friday, March 16, 2007 8:55:26 AM
Subject: Web Service Newbie

** 

Okay everyone please take it easy on me with this one. Here is my configuration:

*   ARS 6.03 patch 16 
*   WINDOWS 2003 
*   SQL 2K 
*   No mid-tier 

 

We are creating a .NET help desk ticket application for our Engineering group. 
Currently they use Remedy but due to some personal issues the decision was made 
to move the Remedy application to a move advanced platform. Please do not ask 
any questions as to why this decision was made. My mother always told me if you 
can’t say something nice about someone don’t say anything at all.

 

That being said we need to integrate Remedy with this new .NET system. I need 
to be able to create tickets in the new system and they need to be able to 
update my tickets as well as create tickets in Remedy. They have developed a 
Web Service for me to use to create tickets in the new system. As I understand 
it this will allow me to pass data to the new system and receive their ticket 
number back.

 

We were originally going to user the .NET API to allow them to update/create 
tickets in my system. It was suggested to me that maybe we could use a Web 
Service created on the Remedy side instead of the API. I have been looking at 
the documentation for creating a Web Service and that has led me to this 
posting. 

 

My first question is how is this possible without using the Mid-Tier? As I 
stated, this is new to me and I am not sure I fully understand it. Any help 
would be greatly appreciated.

 

Thanks,

 

Roger A. Nall

Manager, OSSNMS Remedy

T-Mobile USA

Desk: 813-348-2556(New)

Cell: 973-652-6723

FAX: 813-348-2565

sf49fanv AIM IM

RogerNall   Yahoo IM

 



The fish are biting.
Get more visitors 
http://us.rd.yahoo.com/evt=49679/*http:/searchmarketing.yahoo.com/arp/sponsoredsearch_v2.php?o=US2140cmp=Yahooctv=Q107Taglines=Ys2=EMb=50
  on your site using Yahoo! Search Marketing.

__20060125___This posting was submitted with HTML in it___ 
__20060125___This posting was submitted with HTML in it___

___
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Answers Are

Re: newbie to remedy - questions

[Carey Matthew Black]

 applications you can create and maintain.

It is impossible to say if that is something that would interest you. Or if
it is something that would be a good career choice for you.

For what it is worth: I would say that it might take a skilled Java
programmer as long as ... say 6-12 months to get a good working
_mastery_ of ARS application development. That is if you work on it 40 hrs a
week for the entire time. ( So I have obviously skipped a lot of
details/subtlety above. I would suggest that you go read the concept and
Admin/workflow product pdf's for more details.)

Hope that helps give you a jump start in the ARS universe.

--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.


On 3/17/07, Chanan Berler [EMAIL PROTECTED] wrote:


thanks a lot for the quick answer
the company uses Remedy which is very much new to me - the idea both the
programming language.

thanks
Chanan


Rick Cook-3 wrote:

 If you work for a company that is willing to look at and take advantage
of
 what Remedy can do, it can be a pretty good job, because the underlying
 technology is both powerful and well-constructed.  And you will find
that
 your Java skill don't have to fall by the wayside, because not only does
 Remedy use Java, but you can write Java scripts to automate and enhance
 some
 functionality.

 Remedy is used on every contintent and in every kind of industry, and
can
 track any kind of issue.  You are not locked into the applications the
 vendor sells you - you can build your own, using the same engine that
 BMC/Remedy uses to build the ones they sell.

 Rick

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:[EMAIL PROTECTED] On Behalf Of Chanan Berler
 Sent: Saturday, March 17, 2007 3:10 PM
 To: arslist@ARSLIST.ORG
 Subject: newbie to remedy - questions

 Hi All,

 As i said in my subject i am new to Remedy and wanted to ask some
 questions
 here:

 1) is Remedy popular as other programming langauges? like C++ or Java?

 2) i am in a position to work with Remedy, should i follow it? or try my
 luck in looking
 for another work place which works with java (which i am more
 familiar).

 thanks
 Chanan



___
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Are

newbie to remedy - questions

[Chanan Berler]

Hi All, 

As i said in my subject i am new to Remedy and wanted to ask some questions
here:

1) is Remedy popular as other programming langauges? like C++ or Java?

2) i am in a position to work with Remedy, should i follow it? or try my
luck in looking
for another work place which works with java (which i am more familiar).

thanks
Chanan
-- 
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Re: newbie to remedy - questions

[Rick Cook]

If you work for a company that is willing to look at and take advantage of
what Remedy can do, it can be a pretty good job, because the underlying
technology is both powerful and well-constructed.  And you will find that
your Java skill don't have to fall by the wayside, because not only does
Remedy use Java, but you can write Java scripts to automate and enhance some
functionality.

Remedy is used on every contintent and in every kind of industry, and can
track any kind of issue.  You are not locked into the applications the
vendor sells you - you can build your own, using the same engine that
BMC/Remedy uses to build the ones they sell.

Rick

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Chanan Berler
Sent: Saturday, March 17, 2007 3:10 PM
To: arslist@ARSLIST.ORG
Subject: newbie to remedy - questions

Hi All, 

As i said in my subject i am new to Remedy and wanted to ask some questions
here:

1) is Remedy popular as other programming langauges? like C++ or Java?

2) i am in a position to work with Remedy, should i follow it? or try my
luck in looking
for another work place which works with java (which i am more familiar).

thanks
Chanan
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http://www.nabble.com/newbie-to-remedy---questions-tf3420667.html#a9533902
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Nabble.com.


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Re: newbie to remedy - questions

[Chanan Berler]

thanks a lot for the quick answer 
the company uses Remedy which is very much new to me - the idea both the
programming language.

thanks
Chanan


Rick Cook-3 wrote:
 
 If you work for a company that is willing to look at and take advantage of
 what Remedy can do, it can be a pretty good job, because the underlying
 technology is both powerful and well-constructed.  And you will find that
 your Java skill don't have to fall by the wayside, because not only does
 Remedy use Java, but you can write Java scripts to automate and enhance
 some
 functionality.
 
 Remedy is used on every contintent and in every kind of industry, and can
 track any kind of issue.  You are not locked into the applications the
 vendor sells you - you can build your own, using the same engine that
 BMC/Remedy uses to build the ones they sell.
 
 Rick
 
 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:[EMAIL PROTECTED] On Behalf Of Chanan Berler
 Sent: Saturday, March 17, 2007 3:10 PM
 To: arslist@ARSLIST.ORG
 Subject: newbie to remedy - questions
 
 Hi All, 
 
 As i said in my subject i am new to Remedy and wanted to ask some
 questions
 here:
 
 1) is Remedy popular as other programming langauges? like C++ or Java?
 
 2) i am in a position to work with Remedy, should i follow it? or try my
 luck in looking
 for another work place which works with java (which i am more
 familiar).
 
 thanks
 Chanan
 --
 View this message in context:
 http://www.nabble.com/newbie-to-remedy---questions-tf3420667.html#a9533902
 Sent from the ARS (Action Request System) mailing list archive at
 Nabble.com.
 
 
 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where
 the
 Answers Are
 
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 the Answers Are
 
 

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Web Service Newbie

[Nall, Roger]

Okay everyone please take it easy on me with this one. Here is my
configuration:

*   ARS 6.03 patch 16
*   WINDOWS 2003
*   SQL 2K
*   No mid-tier

 

We are creating a .NET help desk ticket application for our Engineering
group. Currently they use Remedy but due to some personal issues the
decision was made to move the Remedy application to a move advanced
platform. Please do not ask any questions as to why this decision was
made. My mother always told me if you can't say something nice about
someone don't say anything at all.

 

That being said we need to integrate Remedy with this new .NET system. I
need to be able to create tickets in the new system and they need to be
able to update my tickets as well as create tickets in Remedy. They have
developed a Web Service for me to use to create tickets in the new
system. As I understand it this will allow me to pass data to the new
system and receive their ticket number back.

 

We were originally going to user the .NET API to allow them to
update/create tickets in my system. It was suggested to me that maybe we
could use a Web Service created on the Remedy side instead of the API. I
have been looking at the documentation for creating a Web Service and
that has led me to this posting. 

 

My first question is how is this possible without using the Mid-Tier? As
I stated, this is new to me and I am not sure I fully understand it. Any
help would be greatly appreciated.

 

Thanks,

 

Roger A. Nall

Manager, OSSNMS Remedy

T-Mobile USA

Desk: 813-348-2556(New)

Cell: 973-652-6723

FAX: 813-348-2565

sf49fanv AIM IM

RogerNall   Yahoo IM

 

 


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Re: Web Service Newbie

[Michiel Beijen]

Hi Roger,

You're right; you'd need the Mid-Tier to publish a webservice from Remedy.


--
Met vriendelijke groet / Kind regards
Michiel Beijen
__
MANSOLUTIONS
Energieweg 60-62
3771 NA Barneveld
The Netherlands
Tel. +31-(0)612968592
Mail [EMAIL PROTECTED]
Internet http://bsm.mansolutions.nl

On 3/16/07, Nall, Roger [EMAIL PROTECTED] wrote:


**

Okay everyone please take it easy on me with this one. Here is my
configuration:

   - ARS 6.03 patch 16
   - WINDOWS 2003
   - SQL 2K
   - No mid-tier



We are creating a .NET help desk ticket application for our Engineering
group. Currently they use Remedy but due to some personal issues the
decision was made to move the Remedy application to a move advanced
platform. Please do not ask any questions as to why this decision was made.
My mother always told me if you can't say something nice about someone don't
say anything at all.



That being said we need to integrate Remedy with this new .NET system. I
need to be able to create tickets in the new system and they need to be able
to update my tickets as well as create tickets in Remedy. They have
developed a Web Service for me to use to create tickets in the new system.
As I understand it this will allow me to pass data to the new system and
receive their ticket number back.



We were originally going to user the .NET API to allow them to
update/create tickets in my system. It was suggested to me that maybe we
could use a Web Service created on the Remedy side instead of the API. I
have been looking at the documentation for creating a Web Service and that
has led me to this posting.



My first question is how is this possible without using the Mid-Tier? As I
stated, this is new to me and I am not sure I fully understand it. Any help
would be greatly appreciated.



Thanks,



Roger A. Nall

Manager, OSSNMS Remedy

T-Mobile USA

Desk: 813-348-2556(New)

Cell: 973-652-6723

FAX: 813-348-2565

sf49fanv AIM IM

RogerNall   Yahoo IM




 __20060125___This posting was submitted with HTML in
it___


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Are

Re: Web Service Newbie

[Michael Worts]

Hi Roger,

If I am not mistaken, the midtier is required if you are publishing a web 
service to be consumed by an external program. The external program will 
use the midtier server 

e.g. http://midtier_server/arsys/WSDL/ARServer/Web Service Name

I think if you are consuming an external web service, you only need the 
JRE and not the midtier.

Mike.

Michael Worts
Remedy Specialist
IGS, Business Consulting Services
ITIL Service Manager Certified
Tel: +44 (0)1962 822273   Mob: +44 (0)7801 755346   Internet: 
[EMAIL PROTECTED]



Nall, Roger [EMAIL PROTECTED] 
Sent by: Action Request System discussion list(ARSList) 
arslist@ARSLIST.ORG
16/03/2007 12:55
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Web Service Newbie






** 
Okay everyone please take it easy on me with this one. Here is my 
configuration:
ARS 6.03 patch 16
WINDOWS 2003
SQL 2K
No mid-tier
 
We are creating a .NET help desk ticket application for our Engineering 
group. Currently they use Remedy but due to some personal issues the 
decision was made to move the Remedy application to a move advanced 
platform. Please do not ask any questions as to why this decision was 
made. My mother always told me if you can?t say something nice about 
someone don?t say anything at all.
 
That being said we need to integrate Remedy with this new .NET system. I 
need to be able to create tickets in the new system and they need to be 
able to update my tickets as well as create tickets in Remedy. They have 
developed a Web Service for me to use to create tickets in the new system. 
As I understand it this will allow me to pass data to the new system and 
receive their ticket number back.
 
We were originally going to user the .NET API to allow them to 
update/create tickets in my system. It was suggested to me that maybe we 
could use a Web Service created on the Remedy side instead of the API. I 
have been looking at the documentation for creating a Web Service and that 
has led me to this posting. 
 
My first question is how is this possible without using the Mid-Tier? As I 
stated, this is new to me and I am not sure I fully understand it. Any 
help would be greatly appreciated.
 
Thanks,
 
Roger A. Nall
Manager, OSSNMS Remedy
T-Mobile USA
Desk: 813-348-2556(New)
Cell: 973-652-6723
FAX: 813-348-2565
sf49fanv AIM IM
RogerNall   Yahoo IM
 
 
__20060125___This posting was submitted with HTML in 
it___ 






Unless stated otherwise above:
IBM United Kingdom Limited - Registered in England and Wales with number 
741598. 
Registered office: PO Box 41, North Harbour, Portsmouth, Hampshire PO6 3AU






___
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Answers Are

Re: Web Service Newbie

[Nall, Roger]

Hello Michael,

 

Thanks for this. So when consuming a web service, when creating a filter
what does one put into the Chose wsdl section of the filter so it can be
loaded?

 

Thanks,

 

Roger A. Nall

Manager, OSSNMS Remedy

T-Mobile USA

Desk: 813-348-2556(New)

Cell: 973-652-6723

FAX: 813-348-2565

sf49fanv AIM IM

RogerNall   Yahoo IM

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Michael Worts
Sent: Friday, March 16, 2007 9:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: Web Service Newbie

 

** 
Hi Roger, 

If I am not mistaken, the midtier is required if you are publishing a
web service to be consumed by an external program. The external program
will use the midtier server 

e.g. http://midtier_server/arsys/WSDL/ARServer/Web Service Name 

I think if you are consuming an external web service, you only need the
JRE and not the midtier. 

Mike. 

Michael Worts
Remedy Specialist
IGS, Business Consulting Services
ITIL Service Manager Certified
Tel: +44 (0)1962 822273   Mob: +44 (0)7801 755346   Internet:
[EMAIL PROTECTED] 



Nall, Roger [EMAIL PROTECTED] 
Sent by: Action Request System discussion list(ARSList)
arslist@ARSLIST.ORG 

16/03/2007 12:55 

Please respond to
arslist@ARSLIST.ORG

To

arslist@ARSLIST.ORG 

cc

 

Subject

Web Service Newbie

 

 

 




** 
Okay everyone please take it easy on me with this one. Here is my
configuration: 

*   ARS 6.03 patch 16 
*   WINDOWS 2003 
*   SQL 2K 
*   No mid-tier

  
We are creating a .NET help desk ticket application for our Engineering
group. Currently they use Remedy but due to some personal issues the
decision was made to move the Remedy application to a move advanced
platform. Please do not ask any questions as to why this decision was
made. My mother always told me if you can't say something nice about
someone don't say anything at all. 
  
That being said we need to integrate Remedy with this new .NET system. I
need to be able to create tickets in the new system and they need to be
able to update my tickets as well as create tickets in Remedy. They have
developed a Web Service for me to use to create tickets in the new
system. As I understand it this will allow me to pass data to the new
system and receive their ticket number back. 
  
We were originally going to user the .NET API to allow them to
update/create tickets in my system. It was suggested to me that maybe we
could use a Web Service created on the Remedy side instead of the API. I
have been looking at the documentation for creating a Web Service and
that has led me to this posting. 
  
My first question is how is this possible without using the Mid-Tier? As
I stated, this is new to me and I am not sure I fully understand it. Any
help would be greatly appreciated. 
  
Thanks, 
  
Roger A. Nall 
Manager, OSSNMS Remedy 
T-Mobile USA 
Desk: 813-348-2556(New) 
Cell: 973-652-6723 
FAX: 813-348-2565 
sf49fanv AIM IM 
RogerNall   Yahoo IM 
  
  

__20060125___This posting was submitted with HTML in
it___ 






 

Unless stated otherwise above:
IBM United Kingdom Limited - Registered in England and Wales with number
741598. 
Registered office: PO Box 41, North Harbour, Portsmouth, Hampshire PO6
3AU 






__20060125___This posting was submitted with HTML in
it___


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Re: Web Service Newbie

[Michael Worts]

Hi Roger,

You can try any public web service from the internet (if your server has 
internet access) like this one:

http://www.webservicex.com/CurrencyConvertor.asmx?wsdl 

then you just choose your input out output parameters.

There are quite a few examples on http://www.xmethods.net/

Mike.

Michael Worts
Remedy Specialist
IGS, Business Consulting Services
ITIL Service Manager Certified
Tel: +44 (0)1962 822273   Mob: +44 (0)7801 755346   Internet: 
[EMAIL PROTECTED]



Nall, Roger [EMAIL PROTECTED] 
Sent by: Action Request System discussion list(ARSList) 
arslist@ARSLIST.ORG
16/03/2007 14:33
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: Web Service Newbie






** 
Hello Michael,
 
Thanks for this. So when consuming a web service, when creating a filter 
what does one put into the Chose wsdl section of the filter so it can be 
loaded?
 
Thanks,
 
Roger A. Nall
Manager, OSSNMS Remedy
T-Mobile USA
Desk: 813-348-2556(New)
Cell: 973-652-6723
FAX: 813-348-2565
sf49fanv AIM IM
RogerNall   Yahoo IM
 

From: Action Request System discussion list(ARSList) 
[mailto:[EMAIL PROTECTED] On Behalf Of Michael Worts
Sent: Friday, March 16, 2007 9:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: Web Service Newbie
 
** 
Hi Roger, 

If I am not mistaken, the midtier is required if you are publishing a web 
service to be consumed by an external program. The external program will 
use the midtier server 

e.g. http://midtier_server/arsys/WSDL/ARServer/Web Service Name 

I think if you are consuming an external web service, you only need the 
JRE and not the midtier. 

Mike. 

Michael Worts
Remedy Specialist
IGS, Business Consulting Services
ITIL Service Manager Certified
Tel: +44 (0)1962 822273   Mob: +44 (0)7801 755346   Internet: 
[EMAIL PROTECTED] 


Nall, Roger [EMAIL PROTECTED] 
Sent by: Action Request System discussion list(ARSList) 
arslist@ARSLIST.ORG 
16/03/2007 12:55 


Please respond to
arslist@ARSLIST.ORG



To
arslist@ARSLIST.ORG 
cc
 
Subject
Web Service Newbie
 


 
 




** 
Okay everyone please take it easy on me with this one. Here is my 
configuration: 
ARS 6.03 patch 16 
WINDOWS 2003 
SQL 2K 
No mid-tier
  
We are creating a .NET help desk ticket application for our Engineering 
group. Currently they use Remedy but due to some personal issues the 
decision was made to move the Remedy application to a move advanced 
platform. Please do not ask any questions as to why this decision was 
made. My mother always told me if you can?t say something nice about 
someone don?t say anything at all. 
  
That being said we need to integrate Remedy with this new .NET system. I 
need to be able to create tickets in the new system and they need to be 
able to update my tickets as well as create tickets in Remedy. They have 
developed a Web Service for me to use to create tickets in the new system. 
As I understand it this will allow me to pass data to the new system and 
receive their ticket number back. 
  
We were originally going to user the .NET API to allow them to 
update/create tickets in my system. It was suggested to me that maybe we 
could use a Web Service created on the Remedy side instead of the API. I 
have been looking at the documentation for creating a Web Service and that 
has led me to this posting. 
  
My first question is how is this possible without using the Mid-Tier? As I 
stated, this is new to me and I am not sure I fully understand it. Any 
help would be greatly appreciated. 
  
Thanks, 
  
Roger A. Nall 
Manager, OSSNMS Remedy 
T-Mobile USA 
Desk: 813-348-2556(New) 
Cell: 973-652-6723 
FAX: 813-348-2565 
sf49fanv AIM IM 
RogerNall   Yahoo IM 
 
 
__20060125___This posting was submitted with HTML in 
it___ 



 
Unless stated otherwise above:
IBM United Kingdom Limited - Registered in England and Wales with number 
741598. 
Registered office: PO Box 41, North Harbour, Portsmouth, Hampshire PO6 3AU 






__20060125___This posting was submitted with HTML in 
it___
__20060125___This posting was submitted with HTML in 
it___ 






Unless stated otherwise above:
IBM United Kingdom Limited - Registered in England and Wales with number 
741598. 
Registered office: PO Box 41, North Harbour, Portsmouth, Hampshire PO6 3AU






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Answers Are

Re: Web Service Newbie

[Grooms, Frederick W]

In the filter to push data to them you put the location of the WSDL for
their (the Engineering group's) web service.   It can be an HTTP url or
it can be a physical drive path.
 
i.e.http://theirwebserver/theirservice.wsdl  or
c:\temp\engineeringservice.wsdl
 
Fred



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger
Sent: Friday, March 16, 2007 9:34 AM
To: arslist@ARSLIST.ORG
Subject: Re: Web Service Newbie


** 

Hello Michael,

 

Thanks for this. So when consuming a web service, when creating a filter
what does one put into the Chose wsdl section of the filter so it can be
loaded?

 

Thanks,

 

Roger A. Nall

Manager, OSSNMS Remedy

T-Mobile USA

Desk: 813-348-2556(New)

Cell: 973-652-6723

FAX: 813-348-2565

sf49fanv AIM IM

RogerNall   Yahoo IM

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Michael Worts
Sent: Friday, March 16, 2007 9:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: Web Service Newbie

 

** 
Hi Roger, 

If I am not mistaken, the midtier is required if you are publishing a
web service to be consumed by an external program. The external program
will use the midtier server 

e.g. http://midtier_server/arsys/WSDL/ARServer/Web Service Name 

I think if you are consuming an external web service, you only need the
JRE and not the midtier. 

Mike. 

Michael Worts
Remedy Specialist
IGS, Business Consulting Services
ITIL Service Manager Certified
Tel: +44 (0)1962 822273   Mob: +44 (0)7801 755346   Internet:
[EMAIL PROTECTED] 



Nall, Roger [EMAIL PROTECTED] 
Sent by: Action Request System discussion list(ARSList)
arslist@ARSLIST.ORG 

16/03/2007 12:55 

Please respond to
arslist@ARSLIST.ORG

To

arslist@ARSLIST.ORG 

cc

 

Subject

Web Service Newbie

 

 

 




** 
Okay everyone please take it easy on me with this one. Here is my
configuration: 

*   ARS 6.03 patch 16 
*   WINDOWS 2003 
*   SQL 2K 
*   No mid-tier 


We are creating a .NET help desk ticket application for our Engineering
group. Currently they use Remedy but due to some personal issues the
decision was made to move the Remedy application to a move advanced
platform. Please do not ask any questions as to why this decision was
made. My mother always told me if you can't say something nice about
someone don't say anything at all. 
  
That being said we need to integrate Remedy with this new .NET system. I
need to be able to create tickets in the new system and they need to be
able to update my tickets as well as create tickets in Remedy. They have
developed a Web Service for me to use to create tickets in the new
system. As I understand it this will allow me to pass data to the new
system and receive their ticket number back. 
  
We were originally going to user the .NET API to allow them to
update/create tickets in my system. It was suggested to me that maybe we
could use a Web Service created on the Remedy side instead of the API. I
have been looking at the documentation for creating a Web Service and
that has led me to this posting. 
  
My first question is how is this possible without using the Mid-Tier? As
I stated, this is new to me and I am not sure I fully understand it. Any
help would be greatly appreciated. 
  
Thanks, 
  
Roger A. Nall 
Manager, OSSNMS Remedy 
T-Mobile USA 
Desk: 813-348-2556(New) 
Cell: 973-652-6723 
FAX: 813-348-2565 
sf49fanv AIM IM 
RogerNall   Yahoo IM 
  



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Re: Web Service Newbie

[Carey Matthew Black]

Roger,

A *super special* thing about the Web Service standard is that WSDL's are
optional. So you might have to tell your .NET developers that they need to
go learn that standard well enough to describe their .NET web service. Or
they might already have built their web service from a predefined WSDL.

There are tools that take a WSDL and build client code handlers and Server
code frameworks to allow a person to keep a chunk of code that is
generated from the WSDL and then just plugin some other stuff to actually
make the Web Service do something. :)

It is generally considered a good thing to start by defining the WSDL then
after both parties have agreed on the structure, go implement the actual Web
Service (server side).


However, in the ARS universe there are a few special things here..

1) ARS requires a WSDL for you to consume a Web Service.
2) ARS does not fully support all structures that are possible in the full
WSDL standard too.
   See the Admin tool Help for the topic: limitations for consumption
That is a must read for your .NET coders. (If they have not seen it
yet.)

I am sure there are other stuff to consider, but that should at least get
you the 80%(work)-20%(time) rule. :)

HTH.

--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.



From Nall,Roger [EMAIL PROTECTED]
   Sent   by: Action Request System discussion list(ARSList) 

arslist@ARSLIST.ORG


16/03/2007 12:55

Please respond to
 arslist@ARSLIST.ORG

To arslist@ARSLIST.ORG
Subject Web Service Newbie


 **
 Okay everyone please take it easy on me with this one. Here is my

configuration:


ARS 6.03 patch 16
WINDOWS 2003
SQL 2K
No mid-tier


 We are creating a .NET help desk ticket application for our Engineering

group. Currently they use Remedy but due to some personal issues the
decision was made to move the Remedy application to a move advanced
platform. Please do not ask any questions as to why this decision was made.
My mother always told me if you can't say something nice about someone don't
say anything at all.


 That being said we need to integrate Remedy with this new .NET system. I

need to be able to create tickets in the new system and they need to be able
to update my tickets as well as create tickets in Remedy. They have
developed a Web Service for me to use to create tickets in the new system.
As I understand it this will allow me to pass data to the new system and
receive their ticket number back.


 We were originally going to user the .NET API to allow them to

update/create tickets in my system. It was suggested to me that maybe we
could use a Web Service created on the Remedy side instead of the API. I
have been looking at the documentation for creating a Web Service and that
has led me to this posting.


 My first question is how is this possible without using the Mid-Tier? As

I stated, this is new to me and I am not sure I fully understand it. Any
help would be greatly appreciated.


 Thanks,

 Roger A. Nall
 Manager, OSSNMS Remedy
 T-Mobile USA
 Desk: 813-348-2556(New)
 Cell: 973-652-6723
 FAX: 813-348-2565
 sf49fanv AIM IM
 RogerNall   Yahoo IM



___
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Are

Re: Web Service Newbie

[Joe DeSouza]

Roger,

Not sure I understood you completely.. Are you saying they want you to attempt 
to create a web service using Remedy's Admin Tool but without setting up the 
Mid-Tier? If so that is not supported and not possible using Remedy's Admin 
tool to create a that web service.. When you create a web service through 
Remedy's Admin tool, the URL it generates expects you to insert the mid-tier's 
context path within it.

Here is what a typical web service url looks like when created from the Admin 
tool:
http://Mid-Tier-Server:Port-Number/mid-tier/WSDL/public/AR-Server-Name/Web-Service-Name

So as you would notice the request is communicated to the AR Server via the 
Mid-Tier.

You could I'm sure write a web service independent of the mid-tier without 
using the AR Systems Admin tool, but in order to do that you would need to 
write your own web plugin to the ARS. And I wonder how much of that would be 
supported by Remedy support should you run into a problem..

Hope this helps...
 
Joe



- Original Message 
From: Nall, Roger [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Friday, March 16, 2007 8:55:26 AM
Subject: Web Service Newbie

** 
Okay everyone please take it easy on me with this one. Here is my configuration:
ARS 6.03 patch 16
WINDOWS 2003
SQL 2K
No mid-tier
 
We are creating a .NET help desk ticket application for our Engineering group. 
Currently they use Remedy but due to some personal issues the decision was made 
to move the Remedy application to a move advanced platform. Please do not ask 
any questions as to why this decision was made. My mother always told me if you 
can’t say something nice about someone don’t say anything at all.
 
That being said we need to integrate Remedy with this new .NET system. I need 
to be able to create tickets in the new system and they need to be able to 
update my tickets as well as create tickets in Remedy. They have developed a 
Web Service for me to use to create tickets in the new system. As I understand 
it this will allow me to pass data to the new system and receive their ticket 
number back.
 
We were originally going to user the .NET API to allow them to update/create 
tickets in my system. It was suggested to me that maybe we could use a Web 
Service created on the Remedy side instead of the API. I have been looking at 
the documentation for creating a Web Service and that has led me to this 
posting. 
 
My first question is how is this possible without using the Mid-Tier? As I 
stated, this is new to me and I am not sure I fully understand it. Any help 
would be greatly appreciated.
 
Thanks,
 
Roger A. Nall
Manager, OSSNMS Remedy
T-Mobile USA
Desk: 813-348-2556(New)
Cell: 973-652-6723
FAX: 813-348-2565
sf49fanv AIM IM
RogerNall   Yahoo IM


 

The fish are biting. 
Get more visitors on your site using Yahoo! Search Marketing.
http://searchmarketing.yahoo.com/arp/sponsoredsearch_v2.php

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Re: Newbie

[Pargeter, Christie]

I'm interested!!!
 

Christie Pargeter 
Weyerhaeuser  Documentation  Training
[EMAIL PROTECTED] 
  Portland, OR  
tel: 503-553-8512
fax: 503-553-8479   



From: Thad Esser [mailto:[EMAIL PROTECTED] 
Sent: Tuesday, January 16, 2007 1:24 PM
Subject: Re: Newbie


** 
Perhaps its time to think about having another NWRUG meeting in
Portland, if there is interest? 

Thad Esser
Remedy Developer
Argue for your limitations, and sure enough, they're yours.-- Richard
Bach 



Warren Baltimore [EMAIL PROTECTED] 
Sent by: Action Request System discussion list(ARSList)
arslist@ARSLIST.ORG 

01/16/2007 12:54 PM 
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG 
cc
Subject
Re: Newbie






** 
Tony, no dummies guide, but you will find this list to be a true
goldmine of information.  Lots of folks here know what they are talking
about.  My background was not IT when I started, and the folks on this
list were able to walk me through some pretty complicated issues.  That
said, you'll find Remedy to be a pretty simple application at the basic
level.  As you get more and more familiar, you'll find that it is one of
the most flexible things you can put your hands on! 
  
Good luck, and don't sweat it! 
  
Warren


On 1/16/07, Shanmugadas, Suresh [EMAIL PROTECTED]
mailto:[EMAIL PROTECTED]  wrote: 
That sounds familiar. Don't worry. Start of with the Concepts guide.
Learn what is an Active link, Filter or Escalation is. 

Learn how to debug that will help you to get you upto speed to fix minor
issues and then gradually read the different manual. Workflow admin
guide. Configutration guide and Administrator manual.

Hope it helps!!! 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG ] On Behalf Of
Benitz, Tony : CO IR
Sent: Tuesday, January 16, 2007 12:01 PM 
To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG 
Subject: Newbie

I have been informed that I will supporting Remedy in our environment.

There was no knowledge transfer from the outgoing Admin.  Nor did they 
keep documentation.

There will be no training class, the only thing that has been said is we
might get a contractor to show me around.

The question I have is what would be the best way to come up to speed 
with this application?
I have been reading the manuals and searching through what documentation
we have.

Could anyone provide a good way to come up to speed quickly.

Thanks for the help I think I am going to need all I can get. 

PS. I don't even have the client yet.  Only the web front end.  I think
we are on version 6 but I don't know what our patch level is.

Is there a Remedy Admin guide for dummies?

Tony Benitz 



IMPORTANT NOTICE:  This communication, including any attachment,
contains information that may be confidential or privileged, and is
intended solely for the entity or individual to whom it is addressed. 
If you are not the intended recipient, you should contact the sender and
delete the message.
Any unauthorized disclosure, copying, or distribution of this message is
strictly prohibited.  Nothing in this email, including any attachment, 
is intended to be a legally binding signature.


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the Answers Are


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http://www.arslist.org/ ARSlist:Where the Answers Are 



-- 
Warren R. Baltimore II
Remedy Developer
UW Medicine IT Services
School of Medicine
University of Washington
Box 358220
1325 Fourth Ave, Suite 2000
Seattle, WA 98101

The opinions expressed in this e-mail are in no way those of the
University of Washington, or the State of Washington.  They are my own.
__20060125___This posting was submitted with HTML in
it___ 


***IMPORTANT NOTICE: This communication, including any attachment,
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intended solely for the entity or individual to whom it is addressed. If
you are not the intended recipient, you should delete this message and
are hereby notified that any disclosure, copying, or distribution of
this message is strictly prohibited. Nothing in this email, including
any attachment, is intended to be a legally binding signature.***


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Newbie workflow question

[Bezhenar, Dmitry]

Hello List, 

Sorry for a newbie question.

I have several escalations which take data from different vendor and view forms 
and put them into different regular forms. 
I would like to link these Push fields actions to a button click.
I tried to transform all escalations into ALs and then link them together using 
AL guide. Unfortunately it does not work.
When I click a button (with a Call guide action) it pushes only one record.

How should I construct my workflow to have import on a button click?

Thank you.

 

 

Kind regards / ? ?
Dmitry Bezhenar

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Re: Newbie workflow question

[Carey Matthew Black]

Dmitry,

An active link likely is only pushing the current record from the
Vendor/View form into the matching regular form.

What I think you want to do is really this.

Move your Escalation logic to a Filter.
Move your Active Link Logic to a Control Panel.

So this is what I think you could do.

Add a filter (or filters) on the Vendor form that will do the work of
moving the data to the regular form for a specific data row. (This
might be as simple as a single push action, or it might be more
complicated.)

Have your Escalation signal the records in the Vendor form (via a
Set Field) action that will cause a Modify of the Vendor/View form
record. That will let the above Modify filter(s) do the work of
pushing the data between the forms.

Then...

So that you can manually start this process from a button you would
add a button somewhere. ( It can be on any form.) That would do a push
action to the Vendor/View form with the same Push Field If
qualification as the Escalation and have it push the value that the
Escalations Set Field action uses. Thus triggering a Modify event of
the Vendor/View form record. That will let the above Modify filter(s)
do the work of pushing the data between the forms.

So if your filter watches a display only field for a value of
UPDATE-ARS-FORM to start the work of coping data from the
View/Vendor form to the ARS form. Then the Escalation would set that
field with that value. While the Active link would Push that value to
the field.

I hope that helps. (HTH)


--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.


On 1/17/07, Bezhenar, Dmitry [EMAIL PROTECTED] wrote:

Hello List,

Sorry for a newbie question.

I have several escalations which take data from different vendor and view forms 
and put them into different regular forms.
I would like to link these Push fields actions to a button click.
I tried to transform all escalations into ALs and then link them together using 
AL guide. Unfortunately it does not work.
When I click a button (with a Call guide action) it pushes only one record.

How should I construct my workflow to have import on a button click?

Thank you.

Kind regards / ? ?
Dmitry Bezhenar


___
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Are

Re: Newbie workflow question

[Carey Matthew Black]

Dmitry,

No problem. ( You said you are new so here is a bit of my ARS design
thoughts. Sorry it is so long. :) )

In general Escalations are a lot like a Push action with the Modify
all matching condition. Which can be done from an Active Link or a
Filter. Except that the Escalation is triggered by time passing and
Active Links and Filters are triggered by a single user action or
data transaction.


The the point is that:

Escalations and Active Links can trigger a Filter.
However Escalations and Filters can NOT trigger an Active Link.
Nor can a Filter or an Active Link trigger an Escalation.

So if your design is to implement it once and trigger from various
triggers then you put the workflow in Filters and you can then call it
from Active Links, Filters, or Escalations.

:)


I know it might seem complicated at first, but it really is very
simple at the end of the day.

If you know any programming language, then ARS is likely strange.
Well until you learn these objects and how they interact.

If you do not know any programming language, then ARS is likely very
different but also approachable for very simple application tasks. (
The more programming experience you have the more design patterns you
can identify in ARS. The more design patterns you actually use then
the more compact and scalable your ARS applications will be. However
that is more a speed/return on investment measurement. You can be very
functional in ARS with very little programming experience too. However
you will likely spend a lot of time repeating what you did somewhere
else in the application, over and over again.)

Good luck.

--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.


On 1/17/07, Bezhenar, Dmitry [EMAIL PROTECTED] wrote:

Thank you Carey,

Though I didn't think it would be so complicated. :)


Kind Regards / C ?
Dmitry Bezhenar


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Re: Newbie

[Shawn Stonequist]

Tony,

I was in something of a similar predicament- in my case, I quickly came to
the extent of our outgoing admin's knowledge and found myself on my own.
The third most helpful thing that I found (after this list and the manuals)
was creating a dummy form (we only have a production enviroment as well).
This is still useful to me today to try out things and figure out what works
and what issues I'll run into.

FYI, you can get the Admin Client
here:http://www.bmc.com/info_center_support/overview/0,3252,19097_4736150,00.html
though I believe you need your Remedy Support login information to access.

HTH
Shawn Stonequist
EMNS, Inc.

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Re: Newbie workflow question

[Bezhenar, Dmitry]

Thanks for your explanation Carey.

One thing I don't understand is executing an action on every row in a table 
(i.e. view/vendor form). 
For example, escalation can set field to a specified value in every row in the 
table.
Since I want to do it using a button-click I cannot use escalations here.

Filter does another thing - it is triggered on submitting/modifiing/etc.. But I 
cannot run it on every row. The row has to be already modified by something 
else to trigger a filter. 


Kind Regards
Dmitry Bezhenar


-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Carey Matthew Black
Sent: Wednesday, January 17, 2007 5:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: Newbie workflow question

Dmitry,

No problem. ( You said you are new so here is a bit of my ARS design
thoughts. Sorry it is so long. :) )

In general Escalations are a lot like a Push action with the Modify
all matching condition. Which can be done from an Active Link or a
Filter. Except that the Escalation is triggered by time passing and
Active Links and Filters are triggered by a single user action or
data transaction.


The the point is that:

Escalations and Active Links can trigger a Filter.
However Escalations and Filters can NOT trigger an Active Link.
Nor can a Filter or an Active Link trigger an Escalation.

So if your design is to implement it once and trigger from various
triggers then you put the workflow in Filters and you can then call it
from Active Links, Filters, or Escalations.

:)


I know it might seem complicated at first, but it really is very
simple at the end of the day.

If you know any programming language, then ARS is likely strange.
Well until you learn these objects and how they interact.

If you do not know any programming language, then ARS is likely very
different but also approachable for very simple application tasks. (
The more programming experience you have the more design patterns you
can identify in ARS. The more design patterns you actually use then
the more compact and scalable your ARS applications will be. However
that is more a speed/return on investment measurement. You can be very
functional in ARS with very little programming experience too. However
you will likely spend a lot of time repeating what you did somewhere
else in the application, over and over again.)

Good luck.

-- 
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.


On 1/17/07, Bezhenar, Dmitry [EMAIL PROTECTED] wrote:
 Thank you Carey,

 Though I didn't think it would be so complicated. :)


 Kind Regards / C ?
 Dmitry Bezhenar

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Re: Newbie workflow question

[Joseph Kubasek]

Dmitry,

As I understand it, you want to do a push from each and every row in a form
and have that triggered by workflow on a button. There are a few different
ways that you can do this, but Carey's suggestion is probably the simplest.

Try this. (I will assume that you want to do a push from every row in
FormA or some subset of the fields.)

1. Add a display only field on FormA. Make sure that who ever will be
pushing the button has write access it it.
2. Add a filter that fires on modify when the display only field equals some
fixed value,  say DOITNOW.
3. Add a button on what ever form you want that has an active link with a
push action that pushes the value DOITNOW into the dsiplay only field you
added to FORMA. Make sure that the qualification includes every row in
FormA, or every row that you are interested in pushing from.

You need both the filter on the form and the push action to every row on the
button.
The filter performs the action you want and the active link selects the rows
that you want to act on.

Joe Kubasek
The Ohio State University



On 1/17/07, Bezhenar, Dmitry [EMAIL PROTECTED] wrote:


Thanks for your explanation Carey.

One thing I don't understand is executing an action on every row in a
table (i.e. view/vendor form).
For example, escalation can set field to a specified value in every row in
the table.
Since I want to do it using a button-click I cannot use escalations here.

Filter does another thing - it is triggered on submitting/modifiing/etc..
But I cannot run it on every row. The row has to be already modified by
something else to trigger a filter.


Kind Regards
Dmitry Bezhenar


-Original Message-
From: Action Request System discussion list(ARSList) [mailto:
[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Wednesday, January 17, 2007 5:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: Newbie workflow question

Dmitry,

No problem. ( You said you are new so here is a bit of my ARS design
thoughts. Sorry it is so long. :) )

In general Escalations are a lot like a Push action with the Modify
all matching condition. Which can be done from an Active Link or a
Filter. Except that the Escalation is triggered by time passing and
Active Links and Filters are triggered by a single user action or
data transaction.


The the point is that:

Escalations and Active Links can trigger a Filter.
However Escalations and Filters can NOT trigger an Active Link.
Nor can a Filter or an Active Link trigger an Escalation.

So if your design is to implement it once and trigger from various
triggers then you put the workflow in Filters and you can then call it
from Active Links, Filters, or Escalations.

:)


I know it might seem complicated at first, but it really is very
simple at the end of the day.

If you know any programming language, then ARS is likely strange.
Well until you learn these objects and how they interact.

If you do not know any programming language, then ARS is likely very
different but also approachable for very simple application tasks. (
The more programming experience you have the more design patterns you
can identify in ARS. The more design patterns you actually use then
the more compact and scalable your ARS applications will be. However
that is more a speed/return on investment measurement. You can be very
functional in ARS with very little programming experience too. However
you will likely spend a lot of time repeating what you did somewhere
else in the application, over and over again.)

Good luck.

--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.


On 1/17/07, Bezhenar, Dmitry [EMAIL PROTECTED] wrote:
 Thank you Carey,

 Though I didn't think it would be so complicated. :)


 Kind Regards / C ?
 Dmitry Bezhenar


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Re: Newbie workflow question

[Bezhenar, Dmitry]

Yes, it works!
 
Thanks Joe, Carey and L.J.
and God :)
 
Kind Regards / C ?
Dmitry Bezhenar

 



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Joseph Kubasek
Sent: Wednesday, January 17, 2007 6:51 PM
To: arslist@ARSLIST.ORG
Subject: Re: Newbie workflow question


** Dmitry,

As I understand it, you want to do a push from each and every row in a form and 
have that triggered by workflow on a button. There are a few different ways 
that you can do this, but Carey's suggestion is probably the simplest. 

Try this. (I will assume that you want to do a push from every row in FormA 
or some subset of the fields.)

1. Add a display only field on FormA. Make sure that who ever will be pushing 
the button has write access it it. 
2. Add a filter that fires on modify when the display only field equals some 
fixed value,  say DOITNOW.
3. Add a button on what ever form you want that has an active link with a push 
action that pushes the value DOITNOW into the dsiplay only field you added to 
FORMA. Make sure that the qualification includes every row in FormA, or every 
row that you are interested in pushing from. 

You need both the filter on the form and the push action to every row on the 
button.
The filter performs the action you want and the active link selects the rows 
that you want to act on.

Joe Kubasek
The Ohio State University 




On 1/17/07, Bezhenar, Dmitry [EMAIL PROTECTED] wrote: 

Thanks for your explanation Carey.

One thing I don't understand is executing an action on every row in a 
table (i.e. view/vendor form).
For example, escalation can set field to a specified value in every row 
in the table. 
Since I want to do it using a button-click I cannot use escalations 
here.

Filter does another thing - it is triggered on 
submitting/modifiing/etc.. But I cannot run it on every row. The row has to be 
already modified by something else to trigger a filter. 


Kind Regards
Dmitry Bezhenar


-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
PROTECTED] On Behalf Of Carey Matthew Black 
Sent: Wednesday, January 17, 2007 5:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: Newbie workflow question

Dmitry,

No problem. ( You said you are new so here is a bit of my ARS design 
thoughts. Sorry it is so long. :) )

In general Escalations are a lot like a Push action with the Modify
all matching condition. Which can be done from an Active Link or a
Filter. Except that the Escalation is triggered by time passing and 
Active Links and Filters are triggered by a single user action or
data transaction.


The the point is that:

Escalations and Active Links can trigger a Filter.
However Escalations and Filters can NOT trigger an Active Link. 
Nor can a Filter or an Active Link trigger an Escalation.

So if your design is to implement it once and trigger from various
triggers then you put the workflow in Filters and you can then call it
from Active Links, Filters, or Escalations. 

:)


I know it might seem complicated at first, but it really is very
simple at the end of the day.

If you know any programming language, then ARS is likely strange.
Well until you learn these objects and how they interact. 

If you do not know any programming language, then ARS is likely very
different but also approachable for very simple application tasks. (
The more programming experience you have the more design patterns you 
can identify in ARS. The more design patterns you actually use then
the more compact and scalable your ARS applications will be. However
that is more a speed/return on investment measurement. You can be very
functional in ARS with very little programming experience too. However
you will likely spend a lot of time repeating what you did somewhere
else in the application, over and over again.)

Good luck.

--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.


On 1/17/07, Bezhenar, Dmitry  [EMAIL PROTECTED] wrote:
 Thank you Carey,

 Though I didn't think it would be so complicated. :)


 Kind Regards / C ? 
 Dmitry Bezhenar

Newbie

[Benitz, Tony : CO IR]

I have been informed that I will supporting Remedy in our environment.

There was no knowledge transfer from the outgoing Admin.  Nor did they keep
documentation.

There will be no training class, the only thing that has been said is we
might get a contractor to show me around.

The question I have is what would be the best way to come up to speed with
this application?
I have been reading the manuals and searching through what documentation we
have.

Could anyone provide a good way to come up to speed quickly.

Thanks for the help I think I am going to need all I can get.

PS. I don't even have the client yet.  Only the web front end.  I think we
are on version 6 but I don't know what our patch level is.

Is there a Remedy Admin guide for dummies?

Tony Benitz



IMPORTANT NOTICE:  This communication, including any attachment, contains
information that may be confidential or privileged, and is intended solely
for the entity or individual to whom it is addressed.  If you are not the
intended recipient, you should contact the sender and delete the message.
Any unauthorized disclosure, copying, or distribution of this message is
strictly prohibited.  Nothing in this email, including any attachment, is
intended to be a legally binding signature.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the 
Answers Are

Re: Newbie

[Shanmugadas, Suresh]

That sounds familiar. Don't worry. Start of with the Concepts guide.
Learn what is an Active link, Filter or Escalation is.

Learn how to debug that will help you to get you upto speed to fix minor
issues and then gradually read the different manual. Workflow admin
guide. Configutration guide and Administrator manual.

Hope it helps!!!

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Benitz, Tony : CO IR
Sent: Tuesday, January 16, 2007 12:01 PM
To: arslist@ARSLIST.ORG
Subject: Newbie

I have been informed that I will supporting Remedy in our environment.

There was no knowledge transfer from the outgoing Admin.  Nor did they
keep documentation.

There will be no training class, the only thing that has been said is we
might get a contractor to show me around.

The question I have is what would be the best way to come up to speed
with this application?
I have been reading the manuals and searching through what documentation
we have.

Could anyone provide a good way to come up to speed quickly.

Thanks for the help I think I am going to need all I can get.

PS. I don't even have the client yet.  Only the web front end.  I think
we are on version 6 but I don't know what our patch level is.

Is there a Remedy Admin guide for dummies?

Tony Benitz



IMPORTANT NOTICE:  This communication, including any attachment,
contains information that may be confidential or privileged, and is
intended solely for the entity or individual to whom it is addressed.
If you are not the intended recipient, you should contact the sender and
delete the message.
Any unauthorized disclosure, copying, or distribution of this message is
strictly prohibited.  Nothing in this email, including any attachment,
is intended to be a legally binding signature.


___
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Re: Newbie (U)

[Hennigan, Sandra H CTR OSD-CIO]

UNCLASSIFIED

And post to this list as needed.  Members of the list are very skilled -
if not independently than inclusively.  
Be sure to include all pertinent server and application version/patch
information when posting.  The server OS, type/version of applications
running, patch version and the amount of customization on the
application is very important to quickly getting a good response.

Sandra Hennigan

OSD Remedy Administrator
Office # 703-602-2525 x251
CACI - Ever Vigilant(tm)

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 Shanmugadas, Suresh
Sent: Tuesday, January 16, 2007 3:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: Newbie


That sounds familiar. Don't worry. Start of with the Concepts guide.
Learn what is an Active link, Filter or Escalation is.

Learn how to debug that will help you to get you upto speed to fix minor
issues and then gradually read the different manual. Workflow admin
guide. Configutration guide and Administrator manual.

Hope it helps!!!

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Benitz, Tony : CO IR
Sent: Tuesday, January 16, 2007 12:01 PM
To: arslist@ARSLIST.ORG
Subject: Newbie

I have been informed that I will supporting Remedy in our environment.

There was no knowledge transfer from the outgoing Admin.  Nor did they
keep documentation.

There will be no training class, the only thing that has been said is we
might get a contractor to show me around.

The question I have is what would be the best way to come up to speed
with this application? I have been reading the manuals and searching
through what documentation we have.

Could anyone provide a good way to come up to speed quickly.

Thanks for the help I think I am going to need all I can get.

PS. I don't even have the client yet.  Only the web front end.  I think
we are on version 6 but I don't know what our patch level is.

Is there a Remedy Admin guide for dummies?

Tony Benitz



IMPORTANT NOTICE:  This communication, including any attachment,
contains information that may be confidential or privileged, and is
intended solely for the entity or individual to whom it is addressed. If
you are not the intended recipient, you should contact the sender and
delete the message. Any unauthorized disclosure, copying, or
distribution of this message is strictly prohibited.  Nothing in this
email, including any attachment, is intended to be a legally binding
signature.


___
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Re: Newbie

[Warren Baltimore]

Tony, no dummies guide, but you will find this list to be a true goldmine
of information.  Lots of folks here know what they are talking about.  My
background was not IT when I started, and the folks on this list were able
to walk me through some pretty complicated issues.  That said, you'll find
Remedy to be a pretty simple application at the basic level.  As you get
more and more familiar, you'll find that it is one of the most flexible
things you can put your hands on!

Good luck, and don't sweat it!

Warren


On 1/16/07, Shanmugadas, Suresh [EMAIL PROTECTED] wrote:


That sounds familiar. Don't worry. Start of with the Concepts guide.
Learn what is an Active link, Filter or Escalation is.

Learn how to debug that will help you to get you upto speed to fix minor
issues and then gradually read the different manual. Workflow admin
guide. Configutration guide and Administrator manual.

Hope it helps!!!

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Benitz, Tony : CO IR
Sent: Tuesday, January 16, 2007 12:01 PM
To: arslist@ARSLIST.ORG
Subject: Newbie

I have been informed that I will supporting Remedy in our environment.

There was no knowledge transfer from the outgoing Admin.  Nor did they
keep documentation.

There will be no training class, the only thing that has been said is we
might get a contractor to show me around.

The question I have is what would be the best way to come up to speed
with this application?
I have been reading the manuals and searching through what documentation
we have.

Could anyone provide a good way to come up to speed quickly.

Thanks for the help I think I am going to need all I can get.

PS. I don't even have the client yet.  Only the web front end.  I think
we are on version 6 but I don't know what our patch level is.

Is there a Remedy Admin guide for dummies?

Tony Benitz



IMPORTANT NOTICE:  This communication, including any attachment,
contains information that may be confidential or privileged, and is
intended solely for the entity or individual to whom it is addressed.
If you are not the intended recipient, you should contact the sender and
delete the message.
Any unauthorized disclosure, copying, or distribution of this message is
strictly prohibited.  Nothing in this email, including any attachment,
is intended to be a legally binding signature.


___
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the Answers Are


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--
Warren R. Baltimore II
Remedy Developer
UW Medicine IT Services
School of Medicine
University of Washington
Box 358220
1325 Fourth Ave, Suite 2000
Seattle, WA 98101

The opinions expressed in this e-mail are in no way those of the University
of Washington, or the State of Washington.  They are my own.

___
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Are

Re: Newbie

[Thad Esser]

Perhaps its time to think about having another NWRUG meeting in Portland, 
if there is interest?

Thad Esser
Remedy Developer
Argue for your limitations, and sure enough, they're yours.-- Richard 
Bach



Warren Baltimore [EMAIL PROTECTED] 
Sent by: Action Request System discussion list(ARSList) 
arslist@ARSLIST.ORG
01/16/2007 12:54 PM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: Newbie






** 
Tony, no dummies guide, but you will find this list to be a true 
goldmine of information.  Lots of folks here know what they are talking 
about.  My background was not IT when I started, and the folks on this 
list were able to walk me through some pretty complicated issues.  That 
said, you'll find Remedy to be a pretty simple application at the basic 
level.  As you get more and more familiar, you'll find that it is one of 
the most flexible things you can put your hands on! 
 
Good luck, and don't sweat it!
 
Warren

 
On 1/16/07, Shanmugadas, Suresh [EMAIL PROTECTED] wrote: 
That sounds familiar. Don't worry. Start of with the Concepts guide.
Learn what is an Active link, Filter or Escalation is. 

Learn how to debug that will help you to get you upto speed to fix minor
issues and then gradually read the different manual. Workflow admin
guide. Configutration guide and Administrator manual.

Hope it helps!!! 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Benitz, Tony : CO IR
Sent: Tuesday, January 16, 2007 12:01 PM 
To: arslist@ARSLIST.ORG
Subject: Newbie

I have been informed that I will supporting Remedy in our environment.

There was no knowledge transfer from the outgoing Admin.  Nor did they 
keep documentation.

There will be no training class, the only thing that has been said is we
might get a contractor to show me around.

The question I have is what would be the best way to come up to speed 
with this application?
I have been reading the manuals and searching through what documentation
we have.

Could anyone provide a good way to come up to speed quickly.

Thanks for the help I think I am going to need all I can get. 

PS. I don't even have the client yet.  Only the web front end.  I think
we are on version 6 but I don't know what our patch level is.

Is there a Remedy Admin guide for dummies?

Tony Benitz 



IMPORTANT NOTICE:  This communication, including any attachment,
contains information that may be confidential or privileged, and is
intended solely for the entity or individual to whom it is addressed. 
If you are not the intended recipient, you should contact the sender and
delete the message.
Any unauthorized disclosure, copying, or distribution of this message is
strictly prohibited.  Nothing in this email, including any attachment, 
is intended to be a legally binding signature.


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where
the Answers Are

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the Answers Are



-- 
Warren R. Baltimore II
Remedy Developer
UW Medicine IT Services
School of Medicine
University of Washington
Box 358220
1325 Fourth Ave, Suite 2000
Seattle, WA 98101

The opinions expressed in this e-mail are in no way those of the 
University of Washington, or the State of Washington.  They are my own. 
__20060125___This posting was submitted with HTML in 
it___ 

***IMPORTANT NOTICE: This communication, including any attachment, contains 
information that may be confidential or privileged, and is intended solely for 
the entity or individual to whom it is addressed.  If you are not the intended 
recipient, you should delete this message and are hereby notified that any 
disclosure, copying, or distribution of this message is strictly prohibited.  
Nothing in this email, including any attachment, is intended to be a legally 
binding signature.***

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Answers Are

Re: Newbie

[Warren Baltimore]

Sure!

Warren


On 1/16/07, Thad Esser [EMAIL PROTECTED] wrote:


**
Perhaps its time to think about having another NWRUG meeting in Portland,
if there is interest?

*Thad Esser*
Remedy Developer
*Argue for your limitations, and sure enough, they're yours.*-- Richard
Bach


  *Warren Baltimore [EMAIL PROTECTED]*
Sent by: Action Request System discussion list(ARSList) 
arslist@ARSLIST.ORG

01/16/2007 12:54 PM   Please respond to
arslist@ARSLIST.ORG

   To
arslist@ARSLIST.ORG  cc
  Subject
Re: Newbie




**
Tony, no dummies guide, but you will find this list to be a true
goldmine of information.  Lots of folks here know what they are talking
about.  My background was not IT when I started, and the folks on this list
were able to walk me through some pretty complicated issues.  That said,
you'll find Remedy to be a pretty simple application at the basic level.  As
you get more and more familiar, you'll find that it is one of the most
flexible things you can put your hands on!

Good luck, and don't sweat it!

Warren


On 1/16/07, *Shanmugadas, Suresh* [EMAIL PROTECTED][EMAIL PROTECTED]
wrote:
That sounds familiar. Don't worry. Start of with the Concepts guide.
Learn what is an Active link, Filter or Escalation is.

Learn how to debug that will help you to get you upto speed to fix minor
issues and then gradually read the different manual. Workflow admin
guide. Configutration guide and Administrator manual.

Hope it helps!!!

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] arslist@ARSLIST.ORG] On Behalf Of Benitz,
Tony : CO IR
Sent: Tuesday, January 16, 2007 12:01 PM
To: [EMAIL PROTECTED] arslist@ARSLIST.ORG
Subject: Newbie

I have been informed that I will supporting Remedy in our environment.

There was no knowledge transfer from the outgoing Admin.  Nor did they
keep documentation.

There will be no training class, the only thing that has been said is we
might get a contractor to show me around.

The question I have is what would be the best way to come up to speed
with this application?
I have been reading the manuals and searching through what documentation
we have.

Could anyone provide a good way to come up to speed quickly.

Thanks for the help I think I am going to need all I can get.

PS. I don't even have the client yet.  Only the web front end.  I think
we are on version 6 but I don't know what our patch level is.

Is there a Remedy Admin guide for dummies?

Tony Benitz



IMPORTANT NOTICE:  This communication, including any attachment,
contains information that may be confidential or privileged, and is
intended solely for the entity or individual to whom it is addressed.
If you are not the intended recipient, you should contact the sender and
delete the message.
Any unauthorized disclosure, copying, or distribution of this message is
strictly prohibited.  Nothing in this email, including any attachment,
is intended to be a legally binding signature.


___
UNSUBSCRIBE or access ARSlist Archives at *www.arslist.org 
*http://www.arslist.org/
ARSlist:Where
the Answers Are


___
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*http://www.arslist.org/ARSlist:Where
the Answers Are



--
Warren R. Baltimore II
Remedy Developer
UW Medicine IT Services
School of Medicine
University of Washington
Box 358220
1325 Fourth Ave, Suite 2000
Seattle, WA 98101

The opinions expressed in this e-mail are in no way those of the
University of Washington, or the State of Washington.  They are my own.
__20060125___This posting was submitted with HTML in
it___

***IMPORTANT NOTICE: This communication, including any attachment,
contains information that may be confidential or privileged, and is intended
solely for the entity or individual to whom it is addressed. If you are not
the intended recipient, you should delete this message and are hereby
notified that any disclosure, copying, or distribution of this message is
strictly prohibited. Nothing in this email, including any attachment, is
intended to be a legally binding signature.***
__20060125___This posting was submitted with HTML in
it___





--
Warren R. Baltimore II
Remedy Developer
UW Medicine IT Services
School of Medicine
University of Washington
Box 358220
1325 Fourth Ave, Suite 2000
Seattle, WA 98101

The opinions expressed in this e-mail are in no way those of the University
of Washington, or the State of Washington.  They are my own.

___
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Are

Re: Newbie

[Števove Tomáš]

Hello Tony,

This sounds like my story :-)

When I start with Remedy I  look throught overhand to our consultant. But our 
firm throw out consultant firm. And we get application with no documentation. 
We start work with modified Helpdesk ... So, my boss give me admin and say: 
look, if you can learn it.

And I start.
Here is some points for you:
1.) read manuals Configuration guide, Installing, and Basic Guide.
2.) then start testing (on production server :), because we havent PC for 
testing version), create small forms, basic workflow.
3.) next reading manuals, you must know differences between Active Link, 
Filter, Escalation ...etc.
4.) go throught application, maybe you find logical dependencies in name 
conversion.
5.) register on http://www.bmc.com/remedy/ (support sections)
6.) look for pages http://www.mattreinfeldt.com
7.) make your own documentation with arsdoc or something like this.
8.) if you make your first changes, make notes what you change.

And think, learn, try and test... :-)

I never got training, but I found, that I can make very interesting thing with 
ARS, which can help me and my coleagues in my general job (I was HelpDesk 
Specialist and our tool was create in ARS. :-)

Good look on your way...

/Tomas Stevove


-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Benitz, Tony : CO IR
Sent: Tuesday, January 16, 2007 9:01 PM
To: arslist@ARSLIST.ORG
Subject: Newbie

I have been informed that I will supporting Remedy in our environment.

There was no knowledge transfer from the outgoing Admin.  Nor did they keep 
documentation.

There will be no training class, the only thing that has been said is we might 
get a contractor to show me around.

The question I have is what would be the best way to come up to speed with this 
application?
I have been reading the manuals and searching through what documentation we 
have.

Could anyone provide a good way to come up to speed quickly.

Thanks for the help I think I am going to need all I can get.

PS. I don't even have the client yet.  Only the web front end.  I think we are 
on version 6 but I don't know what our patch level is.

Is there a Remedy Admin guide for dummies?

Tony Benitz



IMPORTANT NOTICE:  This communication, including any attachment, contains 
information that may be confidential or privileged, and is intended solely for 
the entity or individual to whom it is addressed.  If you are not the intended 
recipient, you should contact the sender and delete the message.
Any unauthorized disclosure, copying, or distribution of this message is 
strictly prohibited.  Nothing in this email, including any attachment, is 
intended to be a legally binding signature.

___
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Answers Are

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Answers Are

Re: Newbie

[Matt Reinfeldt]

Thomas,

Don't forget these two sites:
http://www.arswiki.org/wiki/Main_Page 
http://www.buoyantsolutions.net/Download.html 

And for tools:
http://www.arutilities.com/ 
http://system.devdor.net/ 

There are other sites out there as well... those are just some of the ones I
remember off the top of my head.

Matt R.

-Original Message-
From: Števove Tomáš [mailto:[EMAIL PROTECTED] 
Sent: Tuesday, January 16, 2007 3:44 PM
To: arslist@ARSLIST.ORG
Subject: Re: Newbie

Hello Tony,

This sounds like my story :-)

When I start with Remedy I  look throught overhand to our consultant. But
our firm throw out consultant firm. And we get application with no
documentation. We start work with modified Helpdesk ... So, my boss give me
admin and say: look, if you can learn it.

And I start.
Here is some points for you:
1.) read manuals Configuration guide, Installing, and Basic Guide.
2.) then start testing (on production server :), because we havent PC for
testing version), create small forms, basic workflow.
3.) next reading manuals, you must know differences between Active Link,
Filter, Escalation ...etc.
4.) go throught application, maybe you find logical dependencies in name
conversion.
5.) register on http://www.bmc.com/remedy/ (support sections)
6.) look for pages http://www.mattreinfeldt.com
7.) make your own documentation with arsdoc or something like this.
8.) if you make your first changes, make notes what you change.

And think, learn, try and test... :-)

I never got training, but I found, that I can make very interesting thing
with ARS, which can help me and my coleagues in my general job (I was
HelpDesk Specialist and our tool was create in ARS. :-)

Good look on your way...

/Tomas Stevove


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Benitz, Tony : CO IR
Sent: Tuesday, January 16, 2007 9:01 PM
To: arslist@ARSLIST.ORG
Subject: Newbie

I have been informed that I will supporting Remedy in our environment.

There was no knowledge transfer from the outgoing Admin.  Nor did they keep
documentation.

There will be no training class, the only thing that has been said is we
might get a contractor to show me around.

The question I have is what would be the best way to come up to speed with
this application?
I have been reading the manuals and searching through what documentation we
have.

Could anyone provide a good way to come up to speed quickly.

Thanks for the help I think I am going to need all I can get.

PS. I don't even have the client yet.  Only the web front end.  I think we
are on version 6 but I don't know what our patch level is.

Is there a Remedy Admin guide for dummies?

Tony Benitz



IMPORTANT NOTICE:  This communication, including any attachment, contains
information that may be confidential or privileged, and is intended solely
for the entity or individual to whom it is addressed.  If you are not the
intended recipient, you should contact the sender and delete the message.
Any unauthorized disclosure, copying, or distribution of this message is
strictly prohibited.  Nothing in this email, including any attachment, is
intended to be a legally binding signature.


___
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Answers Are


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Re: Newbie Question

[McKenzie, James J C-E LCMC HQISEC/L3]

Title: RE: Newbie Question
**





Mike:


1. Not that I know of.
2. This is in the developers advanced guide and relies on the fact that your users use Microsoft Office.


James McKenzie



-Original Message-
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mike Colledge
Sent: Monday, October 02, 2006 4:35 PM
To: arslist@ARSLIST.ORG
Subject: Newbie Question


I am new to Remedy ARS administration and I'm beginning to get Is this possible? type questions from my users. I've got two that keep cropping up and I haven't been able to find a definitive answer. Any enlightenment anyone can offer will be greatly appreciated. Thanks in advance.

1. Is there any was that Rich Text Format (RTF) fields can be used in ARS? They want to be able to use difference fonts, colors, bolding, etc.

2. Is there any way to implement spell checking for text fields?


Once again, thank you for any information you can offer.


Mike Colledge
Southwest Gas Corporation


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__20060125___This posting was submitted with HTML in it___

Re: Newbie Question

[Thad Esser]

**

Mike,

Also, a good resource is Buoyant Solutions.
There's tons of great stuff in the Downloads section to help you
over the Newbie Hump. Here's a link to their OLE examples
(there's a spell checker in there):

http://www.buoyantsolutions.net/Download_OLE.html

Thad
Perfection is achieved, not when there is nothing more to add, but
when there is nothing left to take away.
- Antoine de Saint-Exupéry





Joe D'Souza
[EMAIL PROTECTED] 
Sent by: Action Request System
discussion list(ARSList) arslist@ARSLIST.ORG
10/02/2006 06:28 PM



Please respond to
arslist@ARSLIST.ORG





To
arslist@ARSLIST.ORG


cc



Subject
Re: Newbie Question








Answer 1) RTF on the native user client is not possible..
On the midtier
however if your web developers are willing to play around to modify the
code
behind those pages.. I'm not sure you would be achieving a business
advantage doing that given the work involved...

Answer 2) DDE is your answer to it. There is a good example of how to do
this on the Admin guides where they explain the use of the DDE action of
an
Active Link... Follow that example and replicate it on the field you want
to
run your spell check over...

Cheers

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Mike Colledge
Sent: Monday, October 02, 2006 7:35 PM
To: arslist@ARSLIST.ORG
Subject: Newbie Question


I am new to Remedy ARS administration and I'm beginning to get Is
this
possible? type questions from my users. I've got two that keep
cropping
up and I haven't been able to find a definitive answer. Any enlightenment
anyone can offer will be greatly appreciated. Thanks in advance.

1. Is there any was that Rich Text Format (RTF) fields can be used
in
ARS? They want to be able to use difference fonts, colors, bolding,
etc.

2. Is there any way to implement spell checking for text fields?

Once again, thank you for any information you can offer.

Mike Colledge
Southwest Gas Corporation


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--
No virus found in this incoming message.
Checked by AVG Free Edition.
Version: 7.1.407 / Virus Database: 268.12.9/458 - Release Date: 9/27/2006

--
No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.1.407 / Virus Database: 268.12.9/458 - Release Date: 9/27/2006

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***IMPORTANT NOTICE: This communication, including any attachment, contains information that may be confidential or privileged, and is intended solely for the entity or individual to whom it is addressed.  If you are not the intended recipient, you should delete this message and are hereby notified that any disclosure, copying, or distribution of this message is strictly prohibited.  Nothing in this email, including any attachment, is intended to be a legally binding signature.***

__20060125___This posting was submitted with HTML in it___

Newbie Question

[Mike Colledge]

I am new to Remedy ARS administration and I'm beginning to get Is this 
possible? type questions from my users.  I've got two that keep cropping 
up and I haven't been able to find a definitive answer.  Any enlightenment 
anyone can offer will be greatly appreciated.  Thanks in advance.

1.  Is there any was that Rich Text Format (RTF) fields can be used in 
ARS?  They want to be able to use difference fonts, colors, bolding, etc.

2.  Is there any way to implement spell checking for text fields?

Once again, thank you for any information you can offer.

Mike Colledge
Southwest Gas Corporation

___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org

Re: Newbie Question

[Joe D'Souza]

Answer 1) RTF on the native user client is not possible.. On the midtier
however if your web developers are willing to play around to modify the code
behind those pages.. I'm not sure you would be achieving a business
advantage doing that given the work involved...

Answer 2) DDE is your answer to it. There is a good example of how to do
this on the Admin guides where they explain the use of the DDE action of an
Active Link... Follow that example and replicate it on the field you want to
run your spell check over...

Cheers

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Mike Colledge
Sent: Monday, October 02, 2006 7:35 PM
To: arslist@ARSLIST.ORG
Subject: Newbie Question


I am new to Remedy ARS administration and I'm beginning to get Is this
possible? type questions from my users.  I've got two that keep cropping
up and I haven't been able to find a definitive answer.  Any enlightenment
anyone can offer will be greatly appreciated.  Thanks in advance.

1.  Is there any was that Rich Text Format (RTF) fields can be used in
ARS?  They want to be able to use difference fonts, colors, bolding, etc.

2.  Is there any way to implement spell checking for text fields?

Once again, thank you for any information you can offer.

Mike Colledge
Southwest Gas Corporation


___
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--
No virus found in this incoming message.
Checked by AVG Free Edition.
Version: 7.1.407 / Virus Database: 268.12.9/458 - Release Date: 9/27/2006

--
No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.1.407 / Virus Database: 268.12.9/458 - Release Date: 9/27/2006

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Newbie Email Notification problem...

[Richard Copits]

I'm trying to send email using workflow.
I have a filter setup to send email notifications.
The filter ran and the notification is sitting in the email Messages
form. 
 Problem is notifications do not get sent
 
This is my first time doing this and i'm a little confused.
 
Any help would be appreciated.
 
Thanks!


Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
this message.

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