Re: EXTERNAL: Re: User not getting window open in Create more (ARUser 7.6.03)
No user name in that form. Thank you, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Janie Sprenger Sent: Friday, February 14, 2014 11:45 AM To: arslist@ARSLIST.ORG Subject: EXTERNAL: Re: User not getting window open in Create more (ARUser 7.6.03) ** John, I believe there is an AR User Search Preference form. I don't remember the exact name, but it's something along those lines. Perhaps check that form to see if the user has any records for the login id that has a problem. Janie On Fri, Feb 14, 2014 at 6:37 AM, Reiser, John J john.j.rei...@lmco.commailto:john.j.rei...@lmco.com wrote: ** Dale and LJ, Yes I'm using the preference server. I changed all of the non-functioning user's data to match that of one who works. I also created a brand new user record after changing the login name of the original. I'll try removing the user's preference record altogether. I'm also going to try to catch the session in the API log to see what is happening in the two cases. Thank you, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Dale Jones Sent: Wednesday, February 12, 2014 6:22 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: EXTERNAL: Re: User not getting window open in Create more (ARUser 7.6.03) ** Look in the AR System User Preference form Search for the Users Record Clear it or make it the same as a working user. Dale Jones DCS Raleigh, NC 919-523-6034tel:919-523-6034 From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] on behalf of Reiser, John J [john.j.rei...@lmco.commailto:john.j.rei...@lmco.com] Sent: Wednesday, February 12, 2014 5:18 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: User not getting window open in Create more (ARUser 7.6.03) ** ARS Server 7.6.04 SP5 ARUser 7.6.03 I have three Helpdesk operators taking customer tickets on our home built helpdesk. They run aruser on their windows 7 PC and then there is a third party utility connected to the phone system that accesses the aruser.exe process and forces open the appropriate form based on the Helpdesk number that was called. This 3rd party utility is a blackbox to me and since I can't prove that it is the culprit I can't force them to call in the vendor for troubleshooting. The scenario goes like this: A customer calls on Line 1 the utility opens Form 1 in aruser.exe . Line 2 opens form 2 and so on. All forms are supposed to open in Create (green screen) mode. After the request is submitted I close the form with an AL to prevent window bloat because the 3rd party can't reuse an open window. So for one of the operators the process opens in create mode the first time the aruser.exe is run. All subsequent interaction with the 3rd party utility opens the correct form but in Search mode. It's not machine specific. It happens on any machine that the Operator use. And when I had the Operator use a dummy account with the same permissions the system worked first time and every time after that. So we have confined the issue to the Operators account. I saved the account to another name and created a new user record with the original name from the Active Directory. She still gets the bad functionality, works the first time but not subsequent times. Active Link logs on the operator's account only shows what happens after the utility runs. Would the arreload command reset the User-cache and maybe clear her problem. Thank you, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: EXTERNAL: Re: User not getting window open in Create more (ARUser 7.6.03)
Carl, Sorry, I was afraid of being too long winded. I cleared ALL .arf and .arv files and folders. She has even logged in on different machines and it still happens. Plus I'm trying to solve this remotely and when I did get to visit and see the event there wasn't time to try different scenarios. I was thinking that when she did log into a different machine she was not the OSUser and may have had local folder permissions issues. I was assured that she did try this as well as logging into the PC and ARUser as herself. Thank you, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson Sent: Wednesday, February 12, 2014 5:30 PM To: arslist@ARSLIST.ORG Subject: EXTERNAL: Re: User not getting window open in Create more (ARUser 7.6.03) ** Hi, Have you cleared out the User Tool local cache files (/HOME directory), maybe one has become corrupt which is causing the issue? This would follow the user profile where they are logged in (if using a common directory). Just a thought. Kind Regards, Carl Wilson http://www.missingpiecessoftware.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J Sent: 12 February 2014 22:19 To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: User not getting window open in Create more (ARUser 7.6.03) ** ARS Server 7.6.04 SP5 ARUser 7.6.03 I have three Helpdesk operators taking customer tickets on our home built helpdesk. They run aruser on their windows 7 PC and then there is a third party utility connected to the phone system that accesses the aruser.exe process and forces open the appropriate form based on the Helpdesk number that was called. This 3rd party utility is a blackbox to me and since I can't prove that it is the culprit I can't force them to call in the vendor for troubleshooting. The scenario goes like this: A customer calls on Line 1 the utility opens Form 1 in aruser.exe . Line 2 opens form 2 and so on. All forms are supposed to open in Create (green screen) mode. After the request is submitted I close the form with an AL to prevent window bloat because the 3rd party can't reuse an open window. So for one of the operators the process opens in create mode the first time the aruser.exe is run. All subsequent interaction with the 3rd party utility opens the correct form but in Search mode. It's not machine specific. It happens on any machine that the Operator use. And when I had the Operator use a dummy account with the same permissions the system worked first time and every time after that. So we have confined the issue to the Operators account. I saved the account to another name and created a new user record with the original name from the Active Directory. She still gets the bad functionality, works the first time but not subsequent times. Active Link logs on the operator's account only shows what happens after the utility runs. Would the arreload command reset the User-cache and maybe clear her problem. Thank you, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: EXTERNAL: Re: User not getting window open in Create more (ARUser 7.6.03)
Are you using a preference server? Have you cleared the preferences for this user? On Wed, Feb 12, 2014 at 3:40 PM, Reiser, John J john.j.rei...@lmco.comwrote: ** Carl, Sorry, I was afraid of being too long winded. I cleared ALL .arf and .arv files and folders. She has even logged in on different machines and it still happens. Plus I'm trying to solve this remotely and when I did get to visit and see the event there wasn't time to try different scenarios. I was thinking that when she did log into a different machine she was not the OSUser and may have had local folder permissions issues. I was assured that she did try this as well as logging into the PC and ARUser as herself. Thank you, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Carl Wilson *Sent:* Wednesday, February 12, 2014 5:30 PM *To:* arslist@ARSLIST.ORG *Subject:* EXTERNAL: Re: User not getting window open in Create more (ARUser 7.6.03) ** Hi, Have you cleared out the User Tool local cache files (/HOME directory), maybe one has become corrupt which is causing the issue? This would follow the user profile where they are logged in (if using a common directory). Just a thought. -- Kind Regards, *Carl Wilson* http://www.missingpiecessoftware.com/ *From:* Action Request System discussion list(ARSList) [ mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG] *On Behalf Of *Reiser, John J *Sent:* 12 February 2014 22:19 *To:* arslist@ARSLIST.ORG *Subject:* User not getting window open in Create more (ARUser 7.6.03) ** ARS Server 7.6.04 SP5 ARUser 7.6.03 I have three Helpdesk operators taking customer tickets on our home built helpdesk. They run aruser on their windows 7 PC and then there is a third party utility connected to the phone system that accesses the aruser.exe process and forces open the appropriate form based on the Helpdesk number that was called. This 3rd party utility is a blackbox to me and since I can't prove that it is the culprit I can't force them to call in the vendor for troubleshooting. The scenario goes like this: A customer calls on Line 1 the utility opens Form 1 in aruser.exe . Line 2 opens form 2 and so on. All forms are supposed to open in Create (green screen) mode. After the request is submitted I close the form with an AL to prevent window bloat because the 3rd party can't reuse an open window. So for one of the operators the process opens in create mode the first time the aruser.exe is run. All subsequent interaction with the 3rd party utility opens the correct form but in Search mode. It's not machine specific. It happens on any machine that the Operator use. And when I had the Operator use a dummy account with the same permissions the system worked first time and every time after that. So we have confined the issue to the Operators account. I saved the account to another name and created a new user record with the original name from the Active Directory. She still gets the bad functionality, works the first time but not subsequent times. Active Link logs on the operator's account only shows what happens after the utility runs. Would the arreload command reset the User-cache and maybe clear her problem. Thank you, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
