Re: Question: Overview Console
Since you're calling ARDBC, you can just restart the plug-in server process instead of the entire Remedy Service. Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Audrey H Franklin Sent: Wednesday, May 14, 2008 10:59 AM To: arslist@ARSLIST.ORG Subject: Re: Question: Overview Console You will need to restart the Plug-in server. Audrey H. Franklin Senior Systems Analyst ITS-ECOMS New York University Tel: 212.998.1146 [EMAIL PROTECTED] - Original Message - From: T. Dee [EMAIL PROTECTED] Date: Wednesday, May 14, 2008 10:54 am Subject: Re: Question: Overview Console To: arslist@ARSLIST.ORG I added Assigned Group and added 3 new records to SHR:ARDBCFields. On 5/14/08, Gayford, Matthew C. [EMAIL PROTECTED] wrote: You shouldn't have to stop/restart anything unless you're making changes that call vendor forms. Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Wednesday, May 14, 2008 10:42 AM To: arslist@ARSLIST.ORG Subject: Question: Overview Console Currently when I make changes to the Overview Console I STOP and RESTART Remedy Services. Is there another way of restting the Overview Console without stopping and restarting Remedy Services? Thanks! Ty ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Overview Console
THANKS! On 5/15/08, Gayford, Matthew C. [EMAIL PROTECTED] wrote: Since you're calling ARDBC, you can just restart the plug-in server process instead of the entire Remedy Service. Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Audrey H Franklin Sent: Wednesday, May 14, 2008 10:59 AM To: arslist@ARSLIST.ORG Subject: Re: Question: Overview Console You will need to restart the Plug-in server. Audrey H. Franklin Senior Systems Analyst ITS-ECOMS New York University Tel: 212.998.1146 [EMAIL PROTECTED] - Original Message - From: T. Dee [EMAIL PROTECTED] Date: Wednesday, May 14, 2008 10:54 am Subject: Re: Question: Overview Console To: arslist@ARSLIST.ORG I added Assigned Group and added 3 new records to SHR:ARDBCFields. On 5/14/08, Gayford, Matthew C. [EMAIL PROTECTED] wrote: You shouldn't have to stop/restart anything unless you're making changes that call vendor forms. Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Wednesday, May 14, 2008 10:42 AM To: arslist@ARSLIST.ORG Subject: Question: Overview Console Currently when I make changes to the Overview Console I STOP and RESTART Remedy Services. Is there another way of restting the Overview Console without stopping and restarting Remedy Services? Thanks! Ty ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Question: Overview Console
Currently when I make changes to the Overview Console I STOP and RESTART Remedy Services. Is there another way of restting the Overview Console without stopping and restarting Remedy Services? Thanks! Ty ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Overview Console
You shouldn't have to stop/restart anything unless you're making changes that call vendor forms. Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Wednesday, May 14, 2008 10:42 AM To: arslist@ARSLIST.ORG Subject: Question: Overview Console Currently when I make changes to the Overview Console I STOP and RESTART Remedy Services. Is there another way of restting the Overview Console without stopping and restarting Remedy Services? Thanks! Ty ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Overview Console
I added Assigned Group and added 3 new records to SHR:ARDBCFields. On 5/14/08, Gayford, Matthew C. [EMAIL PROTECTED] wrote: You shouldn't have to stop/restart anything unless you're making changes that call vendor forms. Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Wednesday, May 14, 2008 10:42 AM To: arslist@ARSLIST.ORG Subject: Question: Overview Console Currently when I make changes to the Overview Console I STOP and RESTART Remedy Services. Is there another way of restting the Overview Console without stopping and restarting Remedy Services? Thanks! Ty ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Overview Console
You will need to restart the Plug-in server. Audrey H. Franklin Senior Systems Analyst ITS-ECOMS New York University Tel: 212.998.1146 [EMAIL PROTECTED] - Original Message - From: T. Dee [EMAIL PROTECTED] Date: Wednesday, May 14, 2008 10:54 am Subject: Re: Question: Overview Console To: arslist@ARSLIST.ORG I added Assigned Group and added 3 new records to SHR:ARDBCFields. On 5/14/08, Gayford, Matthew C. [EMAIL PROTECTED] wrote: You shouldn't have to stop/restart anything unless you're making changes that call vendor forms. Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Wednesday, May 14, 2008 10:42 AM To: arslist@ARSLIST.ORG Subject: Question: Overview Console Currently when I make changes to the Overview Console I STOP and RESTART Remedy Services. Is there another way of restting the Overview Console without stopping and restarting Remedy Services? Thanks! Ty ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Overview Console - Assignee
Follow the directions below - it worked for me. Don't forget to stop ARS services and restart them. Ty On Wed, Mar 12, 2008 at 1:23 PM, [EMAIL PROTECTED] wrote: I have the same issue. Remedy 7.0.1 patch 6. I added the assignee column and tried referencing one of those assignee fields (helpdesk) and it still doesn't show anything. I look up the form that it should be looking at and look up the records and it shows nothing in the assignee field on the form. I need to refresh my memory since I attempted this a year ago. I only spent about half a day and was told not to bother with it. From what I remember though is that the assignee doesn't seem to get pushed to this form. On Mar 12, 9:58 am, Brandi Barbour [EMAIL PROTECTED] wrote: In my SHR:ARDBCFields form I have 3 entries for the assignee field. As follows: Entry 1 FIELD ID100403 FORM GUID MAINCHANGE VENDOR FIELD ID 100218 GUIDAUTOFILLED Entry 2 FIELD ID100218 FORM GUID MAINHELPDESK VENDOR FIELD ID 100218 GUIDAUTOFILLED Entry 3 FIELD ID10010413 FORM GUID TMSTASK VENDOR FIELD ID 100218 GUIDAUTOFILLED Does that make sense. This allows entries from the 3 forms to populate 1 in the vendor form. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Tuesday, March 11, 2008 10:10 PM To: [EMAIL PROTECTED] Subject: Re: Question: Overview Console - Assignee Thank you - I have added fields before. The problem is the Assignee field is not the same on Task, Change and Incident. But I see the Assignee field in SHR:ARDBC. On Tue, Mar 11, 2008 at 2:48 PM, Brandi Barbour [EMAIL PROTECTED] wrote: You must add the entries to the SHR:ARDBCFields form for each field of the 3 forms and map them to the same field. So you will have 3 different entries for the Assignee field. One for each form. Once you do that you add the Assignee field to the table in the Overview Console with public permissions then restart the plugin. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Tuesday, March 11, 2008 12:19 PM To: [EMAIL PROTECTED] Subject: Question: Overview Console - Assignee I have added a couple of new fields to the Overview Console with no problems. However, the users want to see Assignee on the Overview Console. The problem is the Database ID for Change, Help Desk and Task is not the same. Has anyone added Assignee to their Overview Console? Thanks! __ __ ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.orgPlatinum Sponsor:www.rmsportal.comARSlist: Where the Answers Are __ _ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:www.rmsportal.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.orgPlatinum Sponsor:www.rmsportal.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:www.rmsportal.comARSlist: Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Overview Console - Assignee
In my SHR:ARDBCFields form I have 3 entries for the assignee field. As follows: Entry 1 FIELD ID100403 FORM GUID MAINCHANGE VENDOR FIELD ID 100218 GUIDAUTOFILLED Entry 2 FIELD ID100218 FORM GUID MAINHELPDESK VENDOR FIELD ID 100218 GUIDAUTOFILLED Entry 3 FIELD ID10010413 FORM GUID TMSTASK VENDOR FIELD ID 100218 GUIDAUTOFILLED Does that make sense. This allows entries from the 3 forms to populate 1 in the vendor form. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Tuesday, March 11, 2008 10:10 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Overview Console - Assignee Thank you - I have added fields before. The problem is the Assignee field is not the same on Task, Change and Incident. But I see the Assignee field in SHR:ARDBC. On Tue, Mar 11, 2008 at 2:48 PM, Brandi Barbour [EMAIL PROTECTED] wrote: You must add the entries to the SHR:ARDBCFields form for each field of the 3 forms and map them to the same field. So you will have 3 different entries for the Assignee field. One for each form. Once you do that you add the Assignee field to the table in the Overview Console with public permissions then restart the plugin. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Tuesday, March 11, 2008 12:19 PM To: arslist@ARSLIST.ORG Subject: Question: Overview Console - Assignee I have added a couple of new fields to the Overview Console with no problems. However, the users want to see Assignee on the Overview Console. The problem is the Database ID for Change, Help Desk and Task is not the same. Has anyone added Assignee to their Overview Console? Thanks! __ __ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Overview Console - Assignee
I have the same issue. Remedy 7.0.1 patch 6. I added the assignee column and tried referencing one of those assignee fields (helpdesk) and it still doesn't show anything. I look up the form that it should be looking at and look up the records and it shows nothing in the assignee field on the form. I need to refresh my memory since I attempted this a year ago. I only spent about half a day and was told not to bother with it. From what I remember though is that the assignee doesn't seem to get pushed to this form. On Mar 12, 9:58 am, Brandi Barbour [EMAIL PROTECTED] wrote: In my SHR:ARDBCFields form I have 3 entries for the assignee field. As follows: Entry 1 FIELD ID 100403 FORM GUID MAINCHANGE VENDOR FIELD ID 100218 GUID AUTOFILLED Entry 2 FIELD ID 100218 FORM GUID MAINHELPDESK VENDOR FIELD ID 100218 GUID AUTOFILLED Entry 3 FIELD ID 10010413 FORM GUID TMSTASK VENDOR FIELD ID 100218 GUID AUTOFILLED Does that make sense. This allows entries from the 3 forms to populate 1 in the vendor form. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Tuesday, March 11, 2008 10:10 PM To: [EMAIL PROTECTED] Subject: Re: Question: Overview Console - Assignee Thank you - I have added fields before. The problem is the Assignee field is not the same on Task, Change and Incident. But I see the Assignee field in SHR:ARDBC. On Tue, Mar 11, 2008 at 2:48 PM, Brandi Barbour [EMAIL PROTECTED] wrote: You must add the entries to the SHR:ARDBCFields form for each field of the 3 forms and map them to the same field. So you will have 3 different entries for the Assignee field. One for each form. Once you do that you add the Assignee field to the table in the Overview Console with public permissions then restart the plugin. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Tuesday, March 11, 2008 12:19 PM To: [EMAIL PROTECTED] Subject: Question: Overview Console - Assignee I have added a couple of new fields to the Overview Console with no problems. However, the users want to see Assignee on the Overview Console. The problem is the Database ID for Change, Help Desk and Task is not the same. Has anyone added Assignee to their Overview Console? Thanks! __ __ ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.orgPlatinum Sponsor:www.rmsportal.comARSlist: Where the Answers Are __ _ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:www.rmsportal.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.orgPlatinum Sponsor:www.rmsportal.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:www.rmsportal.comARSlist: Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Overview Console - ITSM 7 - Patch 6
I'm wondering something. Updated to ITSM patch 6. Now in Overview Console... Unassigned view doesn't bring up anything. I have 8 unassigned incidents, but when I check the Overview console, the unassigned doesn't show up. This happens to all support users. Anyone else with this issue? On Mar 5, 4:13 pm, T. Dee [EMAIL PROTECTED] wrote: H - thanks - I thought it was a defect. Oh well. Ty On 3/5/08, Howard Richter [EMAIL PROTECTED] wrote: ** I opened up that bug on patch 7.0.0 patch 2. Also check and see if you are missing some assigments as well. I guess they still have not fixed it. hbr On Wed, Mar 5, 2008 at 2:23 PM, T. Dee [EMAIL PROTECTED] wrote: Has anyone experienced issues with the Overview Console? When I go into the Overview Console I see Tasks that are NOT Assigned to me, as well I don't belong to any of the Groups of the Tasks that are showing. Odd behaviour. ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:www.rmsportal.comARSlist: Where the Answers Are -- Howard Richter ITIL Foundation Certified Red Hat Certified Technician CompTIA Linux+ Certified [EMAIL PROTECTED] Resume = http://hotjobs.yahoo.com/resumes/hrichter_1/masterresume20(2) __Platinum Sponsor:www.rmsportal.comARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:www.rmsportal.comARSlist: Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Overview Console - Assignee
Credit to Michiel Beijen who made this post on the list last month. The only field that needs to be added to the Overview Console is the column for Assignee that points to the assignee field on SHR:ARDBC_OverviewConsoleTemplate. To popullate that field from all the different ticket types, you need to open the form SHR:ARDBCFields. You don't need to add any fields to this form, only records. You will need to know the DB ID of the assignee field on the tickets you want to track and the DB ID of the Assignee field on SHR:ARDBC_OverviewConsoleTemplate. You need to make a record on SHR:ARDBCFields for each ticket type you want to track on the overview console. I made three- one for TSK, one for CHG and one for INC. There are only three fields you need to fill out on this form. Field ID is the source for the assignee- so the assignee field on the actual ticket. You put the DB ID in here. For TSK, it's 10010413. Form GUID is the form name, from the table below. TMSTSK for Task. The vendor field ID is the Assignee field DB ID on the SHR:ARDBC_OverviewConsoleTemplate. It's always (for assignee) going to be 100218. After you've made all your records, make sure you've added the column to the table with the right permissions and restart the server (I've heard you only need to restart the plugins, so you can try that first) and it should magically work. To save youa a little time, here is the info for INC and CHG. INC Assignee Field ID 100218 Form GUID MAINHELPDESK CHG Assignee Field ID 103230 Form GUID MAINCHANGE Chris -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Wednesday, March 12, 2008 12:24 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Overview Console - Assignee I have the same issue. Remedy 7.0.1 patch 6. I added the assignee column and tried referencing one of those assignee fields (helpdesk) and it still doesn't show anything. I look up the form that it should be looking at and look up the records and it shows nothing in the assignee field on the form. I need to refresh my memory since I attempted this a year ago. I only spent about half a day and was told not to bother with it. From what I remember though is that the assignee doesn't seem to get pushed to this form. On Mar 12, 9:58 am, Brandi Barbour [EMAIL PROTECTED] wrote: In my SHR:ARDBCFields form I have 3 entries for the assignee field. As follows: Entry 1 FIELD ID 100403 FORM GUID MAINCHANGE VENDOR FIELD ID 100218 GUID AUTOFILLED Entry 2 FIELD ID 100218 FORM GUID MAINHELPDESK VENDOR FIELD ID 100218 GUID AUTOFILLED Entry 3 FIELD ID 10010413 FORM GUID TMSTASK VENDOR FIELD ID 100218 GUID AUTOFILLED Does that make sense. This allows entries from the 3 forms to populate 1 in the vendor form. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Tuesday, March 11, 2008 10:10 PM To: [EMAIL PROTECTED] Subject: Re: Question: Overview Console - Assignee Thank you - I have added fields before. The problem is the Assignee field is not the same on Task, Change and Incident. But I see the Assignee field in SHR:ARDBC. On Tue, Mar 11, 2008 at 2:48 PM, Brandi Barbour [EMAIL PROTECTED] wrote: You must add the entries to the SHR:ARDBCFields form for each field of the 3 forms and map them to the same field. So you will have 3 different entries for the Assignee field. One for each form. Once you do that you add the Assignee field to the table in the Overview Console with public permissions then restart the plugin. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Tuesday, March 11, 2008 12:19 PM To: [EMAIL PROTECTED] Subject: Question: Overview Console - Assignee I have added a couple of new fields to the Overview Console with no problems. However, the users want to see Assignee on the Overview Console. The problem is the Database ID for Change, Help Desk and Task is not the same. Has anyone added Assignee to their Overview Console? Thanks! __ __ ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.orgPlatinum Sponsor:www.rmsportal.comARSlist: Where the Answers Are __ _ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:www.rmsportal.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.orgPlatinum
Re: Question: Overview Console - Assignee
Thanks to everyone who helped me with this. I was told by Remedy that the Field ID had to be the same on every form. This works perfectly Ty On 3/12/08, Brandi Barbour [EMAIL PROTECTED] wrote: In my SHR:ARDBCFields form I have 3 entries for the assignee field. As follows: Entry 1 FIELD ID100403 FORM GUID MAINCHANGE VENDOR FIELD ID 100218 GUIDAUTOFILLED Entry 2 FIELD ID100218 FORM GUID MAINHELPDESK VENDOR FIELD ID 100218 GUIDAUTOFILLED Entry 3 FIELD ID10010413 FORM GUID TMSTASK VENDOR FIELD ID 100218 GUIDAUTOFILLED Does that make sense. This allows entries from the 3 forms to populate 1 in the vendor form. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Tuesday, March 11, 2008 10:10 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Overview Console - Assignee Thank you - I have added fields before. The problem is the Assignee field is not the same on Task, Change and Incident. But I see the Assignee field in SHR:ARDBC. On Tue, Mar 11, 2008 at 2:48 PM, Brandi Barbour [EMAIL PROTECTED] wrote: You must add the entries to the SHR:ARDBCFields form for each field of the 3 forms and map them to the same field. So you will have 3 different entries for the Assignee field. One for each form. Once you do that you add the Assignee field to the table in the Overview Console with public permissions then restart the plugin. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Tuesday, March 11, 2008 12:19 PM To: arslist@ARSLIST.ORG Subject: Question: Overview Console - Assignee I have added a couple of new fields to the Overview Console with no problems. However, the users want to see Assignee on the Overview Console. The problem is the Database ID for Change, Help Desk and Task is not the same. Has anyone added Assignee to their Overview Console? Thanks! __ __ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Question: Overview Console - Assignee
I have added a couple of new fields to the Overview Console with no problems. However, the users want to see Assignee on the Overview Console. The problem is the Database ID for Change, Help Desk and Task is not the same. Has anyone added Assignee to their Overview Console? Thanks! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Overview Console - Assignee
You must add the entries to the SHR:ARDBCFields form for each field of the 3 forms and map them to the same field. So you will have 3 different entries for the Assignee field. One for each form. Once you do that you add the Assignee field to the table in the Overview Console with public permissions then restart the plugin. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Tuesday, March 11, 2008 12:19 PM To: arslist@ARSLIST.ORG Subject: Question: Overview Console - Assignee I have added a couple of new fields to the Overview Console with no problems. However, the users want to see Assignee on the Overview Console. The problem is the Database ID for Change, Help Desk and Task is not the same. Has anyone added Assignee to their Overview Console? Thanks! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Overview Console - Assignee
Thank you - I have added fields before. The problem is the Assignee field is not the same on Task, Change and Incident. But I see the Assignee field in SHR:ARDBC. On Tue, Mar 11, 2008 at 2:48 PM, Brandi Barbour [EMAIL PROTECTED] wrote: You must add the entries to the SHR:ARDBCFields form for each field of the 3 forms and map them to the same field. So you will have 3 different entries for the Assignee field. One for each form. Once you do that you add the Assignee field to the table in the Overview Console with public permissions then restart the plugin. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Tuesday, March 11, 2008 12:19 PM To: arslist@ARSLIST.ORG Subject: Question: Overview Console - Assignee I have added a couple of new fields to the Overview Console with no problems. However, the users want to see Assignee on the Overview Console. The problem is the Database ID for Change, Help Desk and Task is not the same. Has anyone added Assignee to their Overview Console? Thanks! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Question: Overview Console - ITSM 7 - Patch 6
Has anyone experienced issues with the Overview Console? When I go into the Overview Console I see Tasks that are NOT Assigned to me, as well I don't belong to any of the Groups of the Tasks that are showing. Odd behaviour. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Overview Console - ITSM 7 - Patch 6
I opened up that bug on patch 7.0.0 patch 2. Also check and see if you are missing some assigments as well. I guess they still have not fixed it. hbr On Wed, Mar 5, 2008 at 2:23 PM, T. Dee [EMAIL PROTECTED] wrote: Has anyone experienced issues with the Overview Console? When I go into the Overview Console I see Tasks that are NOT Assigned to me, as well I don't belong to any of the Groups of the Tasks that are showing. Odd behaviour. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- Howard Richter ITIL Foundation Certified Red Hat Certified Technician CompTIA Linux+ Certified [EMAIL PROTECTED] Resume = http://hotjobs.yahoo.com/resumes/hrichter_1/masterresume20(2) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Overview Console - ITSM 7 - Patch 6
H - thanks - I thought it was a defect. Oh well. Ty On 3/5/08, Howard Richter [EMAIL PROTECTED] wrote: ** I opened up that bug on patch 7.0.0 patch 2. Also check and see if you are missing some assigments as well. I guess they still have not fixed it. hbr On Wed, Mar 5, 2008 at 2:23 PM, T. Dee [EMAIL PROTECTED] wrote: Has anyone experienced issues with the Overview Console? When I go into the Overview Console I see Tasks that are NOT Assigned to me, as well I don't belong to any of the Groups of the Tasks that are showing. Odd behaviour. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- Howard Richter ITIL Foundation Certified Red Hat Certified Technician CompTIA Linux+ Certified [EMAIL PROTECTED] Resume = http://hotjobs.yahoo.com/resumes/hrichter_1/masterresume20(2) __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Overview Console - ITSM 7 - Missing Incidents
There was an issue with this when we installed 7.0.0 patch and and we received a hot fix from BMC. When we tried to install patch 5 of the server, one of support engineers told me he thought the issue (of missing Incidents, might been back in patch 4 of ITSM, but was addressed in patch 5. So look at the readme for the newest ITSM patch. Howard On Jan 16, 2008 3:23 PM, Lammey, Peter A. [EMAIL PROTECTED] wrote: ** We are having problems seeing the tickets in the Overview console as well. Various tickets seem to be missing. We are trying to investigate this and see if there is something wrong with the plug in that will generate the data for this table or if there is some bug submitted about this. ITSM 7.02 patch 005 User client 7.01 patch 002 Thanks Peter Lammey ESPN MIT Technical Services Applications Management 860-766-4761 -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Rick Cook *Sent:* Wednesday, January 16, 2008 3:19 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Question: Overview Console - ITSM 7 - Missing Incidents ** I've seen that if they don't get processed from the Interface_Create form, but that's all. Rick On 1/16/08, T. Dee [EMAIL PROTECTED] wrote: Has anyone encountered the Overview Console not showing their Incidents? I see all the Changes and Tasks, but not Incidents. In Application Preferences I have Overview Console show Incidents and Tasks set to YES. Thanks!!! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ -- Howard Richter ITIL Foundation Certified Red Hat Certified Technician CompTIA Linux+ Certified [EMAIL PROTECTED] Resume = http://hotjobs.yahoo.com/resumes/hrichter_1/resumeofhoward ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Overview Console - ITSM 7 - Missing Incidents
I'm currently at patch 6. I have figured out why it is doing this. I have added two new fields to the Overview Console and this works without any issues. However, if I try to have one of these two fields sorted in the table then my Incidents disappear. I have logged an issue with Remedy when I have this fixed I will let everyone know. On 1/17/08, Rick Cook [EMAIL PROTECTED] wrote: ** This might be one of the issues that was introduced in patch 4 - there were several. If you're still pre-patch 4, you may not be seeing this. Rick On 1/17/08, Howard Richter [EMAIL PROTECTED] wrote: ** There was an issue with this when we installed 7.0.0 patch and and we received a hot fix from BMC. When we tried to install patch 5 of the server, one of support engineers told me he thought the issue (of missing Incidents, might been back in patch 4 of ITSM, but was addressed in patch 5. So look at the readme for the newest ITSM patch. Howard On Jan 16, 2008 3:23 PM, Lammey, Peter A. [EMAIL PROTECTED] wrote: ** We are having problems seeing the tickets in the Overview console as well. Various tickets seem to be missing. We are trying to investigate this and see if there is something wrong with the plug in that will generate the data for this table or if there is some bug submitted about this. ITSM 7.02 patch 005 User client 7.01 patch 002 Thanks Peter Lammey ESPN MIT Technical Services Applications Management 860-766-4761 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG ] On Behalf Of Rick Cook Sent: Wednesday, January 16, 2008 3:19 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Overview Console - ITSM 7 - Missing Incidents ** I've seen that if they don't get processed from the Interface_Create form, but that's all. Rick On 1/16/08, T. Dee [EMAIL PROTECTED] wrote: Has anyone encountered the Overview Console not showing their Incidents? I see all the Changes and Tasks, but not Incidents. In Application Preferences I have Overview Console show Incidents and Tasks set to YES. Thanks!!! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ -- Howard Richter ITIL Foundation Certified Red Hat Certified Technician CompTIA Linux+ Certified [EMAIL PROTECTED] Resume = http://hotjobs.yahoo.com/resumes/hrichter_1/resumeofhoward __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Overview Console - ITSM 7 - Missing Incidents
This might be one of the issues that was introduced in patch 4 - there were several. If you're still pre-patch 4, you may not be seeing this. Rick On 1/17/08, Howard Richter [EMAIL PROTECTED] wrote: ** There was an issue with this when we installed 7.0.0 patch and and we received a hot fix from BMC. When we tried to install patch 5 of the server, one of support engineers told me he thought the issue (of missing Incidents, might been back in patch 4 of ITSM, but was addressed in patch 5. So look at the readme for the newest ITSM patch. Howard On Jan 16, 2008 3:23 PM, Lammey, Peter A. [EMAIL PROTECTED] wrote: ** We are having problems seeing the tickets in the Overview console as well. Various tickets seem to be missing. We are trying to investigate this and see if there is something wrong with the plug in that will generate the data for this table or if there is some bug submitted about this. ITSM 7.02 patch 005 User client 7.01 patch 002 Thanks Peter Lammey ESPN MIT Technical Services Applications Management 860-766-4761 -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Rick Cook *Sent:* Wednesday, January 16, 2008 3:19 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Question: Overview Console - ITSM 7 - Missing Incidents ** I've seen that if they don't get processed from the Interface_Create form, but that's all. Rick On 1/16/08, T. Dee [EMAIL PROTECTED] wrote: Has anyone encountered the Overview Console not showing their Incidents? I see all the Changes and Tasks, but not Incidents. In Application Preferences I have Overview Console show Incidents and Tasks set to YES. Thanks!!! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ -- Howard Richter ITIL Foundation Certified Red Hat Certified Technician CompTIA Linux+ Certified [EMAIL PROTECTED] Resume = http://hotjobs.yahoo.com/resumes/hrichter_1/resumeofhoward__Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Question: Overview Console - ITSM 7 - Missing Incidents
Has anyone encountered the Overview Console not showing their Incidents? I see all the Changes and Tasks, but not Incidents. In Application Preferences I have Overview Console show Incidents and Tasks set to YES. Thanks!!! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Overview Console - ITSM 7 - Missing Incidents
I've seen that if they don't get processed from the Interface_Create form, but that's all. Rick On 1/16/08, T. Dee [EMAIL PROTECTED] wrote: Has anyone encountered the Overview Console not showing their Incidents? I see all the Changes and Tasks, but not Incidents. In Application Preferences I have Overview Console show Incidents and Tasks set to YES. Thanks!!! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Overview Console - ITSM 7 - Missing Incidents
We are having problems seeing the tickets in the Overview console as well. Various tickets seem to be missing. We are trying to investigate this and see if there is something wrong with the plug in that will generate the data for this table or if there is some bug submitted about this. ITSM 7.02 patch 005 User client 7.01 patch 002 Thanks Peter Lammey ESPN MIT Technical Services Applications Management 860-766-4761 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Wednesday, January 16, 2008 3:19 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Overview Console - ITSM 7 - Missing Incidents ** I've seen that if they don't get processed from the Interface_Create form, but that's all. Rick On 1/16/08, T. Dee [EMAIL PROTECTED] wrote: Has anyone encountered the Overview Console not showing their Incidents? I see all the Changes and Tasks, but not Incidents. In Application Preferences I have Overview Console show Incidents and Tasks set to YES. Thanks!!! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Question: Overview Console - ITSM 7
Has anyone modified the Overview Console and added new fields to the table? If so any guidance you can provide to what is involved would be greatly appreciated! Thanks! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Overview Console - ITSM 7
We've looked into it, but since it uses a plugin rather than actual Remedy workflow, we decided against trying anything with it. I'd also be interested in seeing if anyone has come up with a good way to do it. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Monday, January 07, 2008 10:24 AM To: arslist@ARSLIST.ORG Subject: Question: Overview Console - ITSM 7 Has anyone modified the Overview Console and added new fields to the table? If so any guidance you can provide to what is involved would be greatly appreciated! Thanks! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are Private and confidential as detailed a href=http://www.sug.com/disclaimers/default.htm#Mail;here/a. If you cannot access hyperlink, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Overview Console - ITSM 7
I've done this before but haven't had success with all the fields I wanted to map. There are a few threads here that have dealt with this before. The Overview Console Table is populated using a plugin. The plugin returns records from forms that are defined the SHR:ARDBC_OverviewConsoleTemplate form. The Plugin will look at the Form Guid in this form, and search that form. For example you will see the following 8 records in the SHR:ARDBC_OverviewConsoleTemplate: FORM NAME FORM GUID TMS:Task TMSTASK HPD:Helpdesk MAINHELPDESK PBM:Solution Database MAINKNOWLEDGEDATABAE PBM:Known Error MAINKNOWNERROR PBM:Problem Investigation MAIONPROBLEM CHG:Infrastructure Change MAINCHANGE AST:PurchaseRequisition ASTPUREREQUISITION AST:CI Unavialabilty ASTCIUNAVIALBLITY If you are logged into the RUT as appadmin for example, the plugin will search the above forms to find the records that are assigned to appadmin and populate the OverviewConsole similar to how the SHR:Consolidated list worked. But how are the fields mapped from the forms to the OverviewConsole , this is done via the SHR:ARDBC fields form. Here you will see mapping for field from the backend forms to the Vendor form hence populating the form. Form example if you would like have more information in the Overview console, for instance the First Name*+ field from the HPD:Helpdesk form. The database id for this field is 100019 (in HPD:Helpdesk). This field already exists in the forms: SHR:ARDBC_OverviewConsoleTemplate SHR:ARDBC_OverviewConsole so we do not need to create it again ( you can map any fieldID the database id do not have to match ,as long the database length is sufficient). But for this example, the database ID are matching. To create a mapping for the HPD:Helpdesk form. Open the SHR:ARDBCFields form in new mode and use the following values: FieldID: 100019 FormGUID: MAINHELPDESK Vendor Field ID: 100019 Submitter: ARSystem Open the SHR:OverviewConsole in the Admin Tool. - open the table z2TH_ConsolidateTable1 properties - on tab Table/Tree Property - Look for First Name under Fields on Form and click Add - Double click on the column First Name and add public Permissions - Save and close the form. Restart the plugin or ARServer.Open the OverviewConsole and there should now be data for the First Name from the Incidents form. Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn Sent: Monday, January 07, 2008 11:50 AM To: arslist@ARSLIST.ORG Subject: Re: Question: Overview Console - ITSM 7 We've looked into it, but since it uses a plugin rather than actual Remedy workflow, we decided against trying anything with it. I'd also be interested in seeing if anyone has come up with a good way to do it. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Monday, January 07, 2008 10:24 AM To: arslist@ARSLIST.ORG Subject: Question: Overview Console - ITSM 7 Has anyone modified the Overview Console and added new fields to the table? If so any guidance you can provide to what is involved would be greatly appreciated! Thanks! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are Private and confidential as detailed a href=http://www.sug.com/disclaimers/default.htm#Mail;here/a. If you cannot access hyperlink, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
