Re: Incident Parent/Child Closure Automation (UNCLASSIFIED)
Classification: UNCLASSIFIED Caveats: NONE Okay - thanks Candace! That helps a lot!! I really appreciate your assistance. Wish me luck! Charlie Bennett Remedy Administrator Missile Defense Integration & Operations Center Schriever AFB Colorado Springs, CO (719) 721-7470 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M Sent: Friday, February 01, 2008 2:58 PM To: arslist@ARSLIST.ORG Subject: Re: Incident Parent/Child Closure Automation (UNCLASSIFIED) No problem Charlie - each record has a couple of ways that it knows what it is. GUID's are 30 digit (alpha numeric)designations that are typically set to hidden fields on most of the forms. You can, of course, associate related records to each other using the Request ID field, but that has always been a bit tricky since the request ID isn't available until after a submit. GUIDs are available (depending on how they are built) either immediately - in other words they can be set via AL's before an entry is submitted) or after a submit. In either case, BMC/Remedy tends to use hidden fields called Instance ID (List - please correct if I am wrong) to set these GUIDs. So here is how you can see them - perform a search on any Incident and run a report which includes ALL fields. You will see these GUIDs likely in fields (hidden) called Instance ID or something like that. When you relate one record to another, it is usually related then through this GUID which gets set on both the parent and the related record. If you look at the tables in say Incident Management (at least on older versions) you will likely see a qual that includes something like 'Instance ID' = "Instance ID". I'm not running Incident yet in 7.1, so it might be different, but basically you are looking for the designation that is creating the originating link between the parent and the child records. Run a report on the Incident form and look for very long strings of alpha/numeric numbers. This is the GUID. It is unique to each record. It look like this: InstanceId ID0014221D8C25OmWjRwPbYiAAo0MA Hope this helps. Candace DeCou DOI Remedy Systems Analyst Verizon Business Office: (408) 371-1112 Email: [EMAIL PROTECTED] Verizon Business - global capability, personal accountability. This e-mail is strictly confidential and intended only for use by the addressee unless otherwise indicated -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bennett, Charlie CTR MDA/DOCC Sent: Friday, February 01, 2008 1:33 PM To: arslist@ARSLIST.ORG Subject: Re: Incident Parent/Child Closure Automation (UNCLASSIFIED) Classification: UNCLASSIFIED Caveats: NONE This may be a rookie-esque stupid question, but what are GUID's?? Charlie Bennett Remedy Administrator Missile Defense Integration & Operations Center Schriever AFB Colorado Springs, CO (719) 721-7470 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M Sent: Friday, February 01, 2008 2:28 PM To: arslist@ARSLIST.ORG Subject: Re: Incident Parent/Child Closure Automation (UNCLASSIFIED) No problem Charlie - let me know how it goes for ya - I've had to do that type of thing a time or two and a good friend of mine always saysGUID's are you friend. LOL Candace DeCou DOI Remedy Systems Analyst Verizon Business Office: (408) 371-1112 Email: [EMAIL PROTECTED] Verizon Business - global capability, personal accountability. This e-mail is strictly confidential and intended only for use by the addressee unless otherwise indicated -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bennett, Charlie CTR MDA/DOCC Sent: Friday, February 01, 2008 1:24 PM To: arslist@ARSLIST.ORG Subject: Re: Incident Parent/Child Closure Automation (UNCLASSIFIED) Classification: UNCLASSIFIED Caveats: NONE Thanks Candace, Yeah - I suppose it helps to provide background on my app, doesn't it. :P I'm running the BMC Remedy ITSM Service Desk application version 7.0.01 patch 004. I'll give your suggestion a go - thanks for your help!! Charlie Bennett Remedy Administrator Missile Defense Integration & Operations Center Schriever AFB Colorado Springs, CO (719) 721-7470 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M Sent: Friday, February 01, 2008 2:15 PM To: arslist@ARSLIST.ORG Subject: Re: Incident Parent/Child Closure Automation (UNCLASSIFIED) Charlie - Without knowing which version you are on, here is a stab for you to help point you in the right direction. You want to build a filter which checks the value of the Status on the parent ticket on Modify - if it i
Re: Incident Parent/Child Closure Automation (UNCLASSIFIED)
No problem Charlie - each record has a couple of ways that it knows what it is. GUID's are 30 digit (alpha numeric)designations that are typically set to hidden fields on most of the forms. You can, of course, associate related records to each other using the Request ID field, but that has always been a bit tricky since the request ID isn't available until after a submit. GUIDs are available (depending on how they are built) either immediately - in other words they can be set via AL's before an entry is submitted) or after a submit. In either case, BMC/Remedy tends to use hidden fields called Instance ID (List - please correct if I am wrong) to set these GUIDs. So here is how you can see them - perform a search on any Incident and run a report which includes ALL fields. You will see these GUIDs likely in fields (hidden) called Instance ID or something like that. When you relate one record to another, it is usually related then through this GUID which gets set on both the parent and the related record. If you look at the tables in say Incident Management (at least on older versions) you will likely see a qual that includes something like 'Instance ID' = "Instance ID". I'm not running Incident yet in 7.1, so it might be different, but basically you are looking for the designation that is creating the originating link between the parent and the child records. Run a report on the Incident form and look for very long strings of alpha/numeric numbers. This is the GUID. It is unique to each record. It look like this: InstanceId ID0014221D8C25OmWjRwPbYiAAo0MA Hope this helps. Candace DeCou DOI Remedy Systems Analyst Verizon Business Office: (408) 371-1112 Email: [EMAIL PROTECTED] Verizon Business - global capability, personal accountability. This e-mail is strictly confidential and intended only for use by the addressee unless otherwise indicated -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bennett, Charlie CTR MDA/DOCC Sent: Friday, February 01, 2008 1:33 PM To: arslist@ARSLIST.ORG Subject: Re: Incident Parent/Child Closure Automation (UNCLASSIFIED) Classification: UNCLASSIFIED Caveats: NONE This may be a rookie-esque stupid question, but what are GUID's?? Charlie Bennett Remedy Administrator Missile Defense Integration & Operations Center Schriever AFB Colorado Springs, CO (719) 721-7470 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M Sent: Friday, February 01, 2008 2:28 PM To: arslist@ARSLIST.ORG Subject: Re: Incident Parent/Child Closure Automation (UNCLASSIFIED) No problem Charlie - let me know how it goes for ya - I've had to do that type of thing a time or two and a good friend of mine always saysGUID's are you friend. LOL Candace DeCou DOI Remedy Systems Analyst Verizon Business Office: (408) 371-1112 Email: [EMAIL PROTECTED] Verizon Business - global capability, personal accountability. This e-mail is strictly confidential and intended only for use by the addressee unless otherwise indicated -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bennett, Charlie CTR MDA/DOCC Sent: Friday, February 01, 2008 1:24 PM To: arslist@ARSLIST.ORG Subject: Re: Incident Parent/Child Closure Automation (UNCLASSIFIED) Classification: UNCLASSIFIED Caveats: NONE Thanks Candace, Yeah - I suppose it helps to provide background on my app, doesn't it. :P I'm running the BMC Remedy ITSM Service Desk application version 7.0.01 patch 004. I'll give your suggestion a go - thanks for your help!! Charlie Bennett Remedy Administrator Missile Defense Integration & Operations Center Schriever AFB Colorado Springs, CO (719) 721-7470 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M Sent: Friday, February 01, 2008 2:15 PM To: arslist@ARSLIST.ORG Subject: Re: Incident Parent/Child Closure Automation (UNCLASSIFIED) Charlie - Without knowing which version you are on, here is a stab for you to help point you in the right direction. You want to build a filter which checks the value of the Status on the parent ticket on Modify - if it is less than "Closed" and becomes "Closed" (or "Resolved" or whatever value you are using)then have it perform a Push Fields to any related Incidents where GUID = GUID and Status < Closed. Most of the GUID fields are designated as Instance ID, but not sure if you are talking about a custom app or a BMC/Remedy ITSM app. On the Run If for the Push action you only need to run it if the matching Incidents are also < Closed (assuming some child incidents may have previously been closed). Specify which fields you
Re: Incident Parent/Child Closure Automation (UNCLASSIFIED)
Classification: UNCLASSIFIED Caveats: NONE This may be a rookie-esque stupid question, but what are GUID's?? Charlie Bennett Remedy Administrator Missile Defense Integration & Operations Center Schriever AFB Colorado Springs, CO (719) 721-7470 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M Sent: Friday, February 01, 2008 2:28 PM To: arslist@ARSLIST.ORG Subject: Re: Incident Parent/Child Closure Automation (UNCLASSIFIED) No problem Charlie - let me know how it goes for ya - I've had to do that type of thing a time or two and a good friend of mine always saysGUID's are you friend. LOL Candace DeCou DOI Remedy Systems Analyst Verizon Business Office: (408) 371-1112 Email: [EMAIL PROTECTED] Verizon Business - global capability, personal accountability. This e-mail is strictly confidential and intended only for use by the addressee unless otherwise indicated -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bennett, Charlie CTR MDA/DOCC Sent: Friday, February 01, 2008 1:24 PM To: arslist@ARSLIST.ORG Subject: Re: Incident Parent/Child Closure Automation (UNCLASSIFIED) Classification: UNCLASSIFIED Caveats: NONE Thanks Candace, Yeah - I suppose it helps to provide background on my app, doesn't it. :P I'm running the BMC Remedy ITSM Service Desk application version 7.0.01 patch 004. I'll give your suggestion a go - thanks for your help!! Charlie Bennett Remedy Administrator Missile Defense Integration & Operations Center Schriever AFB Colorado Springs, CO (719) 721-7470 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M Sent: Friday, February 01, 2008 2:15 PM To: arslist@ARSLIST.ORG Subject: Re: Incident Parent/Child Closure Automation (UNCLASSIFIED) Charlie - Without knowing which version you are on, here is a stab for you to help point you in the right direction. You want to build a filter which checks the value of the Status on the parent ticket on Modify - if it is less than "Closed" and becomes "Closed" (or "Resolved" or whatever value you are using)then have it perform a Push Fields to any related Incidents where GUID = GUID and Status < Closed. Most of the GUID fields are designated as Instance ID, but not sure if you are talking about a custom app or a BMC/Remedy ITSM app. On the Run If for the Push action you only need to run it if the matching Incidents are also < Closed (assuming some child incidents may have previously been closed). Specify which fields you want set on the children from the values in the parent. That should do it. There's probably more than one way to approach it too, so hopefully you will get some other ideas. Hope this helps. :) Candace DeCou DOI Remedy Systems Analyst Verizon Business Office: (408) 371-1112 Email: [EMAIL PROTECTED] Verizon Business - global capability, personal accountability. This e-mail is strictly confidential and intended only for use by the addressee unless otherwise indicated -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bennett, Charlie CTR MDA/DOCC Sent: Friday, February 01, 2008 12:44 PM To: arslist@ARSLIST.ORG Subject: Incident Parent/Child Closure Automation (UNCLASSIFIED) Classification: UNCLASSIFIED Caveats: NONE Hi All! I'm struggling with how I can automate closing any related child incidents when I close the parent incident. I need to be able to pass the parent's Status, Status Reason, Resolution, and Operational Category/Type/Item field data to the children... Has anyone been able to successfully pull this off? I'm at a loss as to where to begin here. On a related note - I'd like to be able to do the same thing with problem investigations and any related incidents as well... but I'd be okay with just automating the parent/child incident thing. Charlie Bennett Remedy Administrator Missile Defense Integration & Operations Center Schriever AFB Colorado Springs, CO (719) 721-7470 Classification: UNCLASSIFIED Caveats: NONE ___ 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" Classification: UNCLASSIFIED Caveats: NONE _
Re: Incident Parent/Child Closure Automation (UNCLASSIFIED)
No problem Charlie - let me know how it goes for ya - I've had to do that type of thing a time or two and a good friend of mine always saysGUID's are you friend. LOL Candace DeCou DOI Remedy Systems Analyst Verizon Business Office: (408) 371-1112 Email: [EMAIL PROTECTED] Verizon Business - global capability, personal accountability. This e-mail is strictly confidential and intended only for use by the addressee unless otherwise indicated -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bennett, Charlie CTR MDA/DOCC Sent: Friday, February 01, 2008 1:24 PM To: arslist@ARSLIST.ORG Subject: Re: Incident Parent/Child Closure Automation (UNCLASSIFIED) Classification: UNCLASSIFIED Caveats: NONE Thanks Candace, Yeah - I suppose it helps to provide background on my app, doesn't it. :P I'm running the BMC Remedy ITSM Service Desk application version 7.0.01 patch 004. I'll give your suggestion a go - thanks for your help!! Charlie Bennett Remedy Administrator Missile Defense Integration & Operations Center Schriever AFB Colorado Springs, CO (719) 721-7470 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M Sent: Friday, February 01, 2008 2:15 PM To: arslist@ARSLIST.ORG Subject: Re: Incident Parent/Child Closure Automation (UNCLASSIFIED) Charlie - Without knowing which version you are on, here is a stab for you to help point you in the right direction. You want to build a filter which checks the value of the Status on the parent ticket on Modify - if it is less than "Closed" and becomes "Closed" (or "Resolved" or whatever value you are using)then have it perform a Push Fields to any related Incidents where GUID = GUID and Status < Closed. Most of the GUID fields are designated as Instance ID, but not sure if you are talking about a custom app or a BMC/Remedy ITSM app. On the Run If for the Push action you only need to run it if the matching Incidents are also < Closed (assuming some child incidents may have previously been closed). Specify which fields you want set on the children from the values in the parent. That should do it. There's probably more than one way to approach it too, so hopefully you will get some other ideas. Hope this helps. :) Candace DeCou DOI Remedy Systems Analyst Verizon Business Office: (408) 371-1112 Email: [EMAIL PROTECTED] Verizon Business - global capability, personal accountability. This e-mail is strictly confidential and intended only for use by the addressee unless otherwise indicated -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bennett, Charlie CTR MDA/DOCC Sent: Friday, February 01, 2008 12:44 PM To: arslist@ARSLIST.ORG Subject: Incident Parent/Child Closure Automation (UNCLASSIFIED) Classification: UNCLASSIFIED Caveats: NONE Hi All! I'm struggling with how I can automate closing any related child incidents when I close the parent incident. I need to be able to pass the parent's Status, Status Reason, Resolution, and Operational Category/Type/Item field data to the children... Has anyone been able to successfully pull this off? I'm at a loss as to where to begin here. On a related note - I'd like to be able to do the same thing with problem investigations and any related incidents as well... but I'd be okay with just automating the parent/child incident thing. Charlie Bennett Remedy Administrator Missile Defense Integration & Operations Center Schriever AFB Colorado Springs, CO (719) 721-7470 Classification: UNCLASSIFIED Caveats: NONE ___ 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" Classification: UNCLASSIFIED Caveats: NONE ___ 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: Incident Parent/Child Closure Automation (UNCLASSIFIED)
Classification: UNCLASSIFIED Caveats: NONE Thanks Candace, Yeah - I suppose it helps to provide background on my app, doesn't it. :P I'm running the BMC Remedy ITSM Service Desk application version 7.0.01 patch 004. I'll give your suggestion a go - thanks for your help!! Charlie Bennett Remedy Administrator Missile Defense Integration & Operations Center Schriever AFB Colorado Springs, CO (719) 721-7470 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M Sent: Friday, February 01, 2008 2:15 PM To: arslist@ARSLIST.ORG Subject: Re: Incident Parent/Child Closure Automation (UNCLASSIFIED) Charlie - Without knowing which version you are on, here is a stab for you to help point you in the right direction. You want to build a filter which checks the value of the Status on the parent ticket on Modify - if it is less than "Closed" and becomes "Closed" (or "Resolved" or whatever value you are using)then have it perform a Push Fields to any related Incidents where GUID = GUID and Status < Closed. Most of the GUID fields are designated as Instance ID, but not sure if you are talking about a custom app or a BMC/Remedy ITSM app. On the Run If for the Push action you only need to run it if the matching Incidents are also < Closed (assuming some child incidents may have previously been closed). Specify which fields you want set on the children from the values in the parent. That should do it. There's probably more than one way to approach it too, so hopefully you will get some other ideas. Hope this helps. :) Candace DeCou DOI Remedy Systems Analyst Verizon Business Office: (408) 371-1112 Email: [EMAIL PROTECTED] Verizon Business - global capability, personal accountability. This e-mail is strictly confidential and intended only for use by the addressee unless otherwise indicated -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bennett, Charlie CTR MDA/DOCC Sent: Friday, February 01, 2008 12:44 PM To: arslist@ARSLIST.ORG Subject: Incident Parent/Child Closure Automation (UNCLASSIFIED) Classification: UNCLASSIFIED Caveats: NONE Hi All! I'm struggling with how I can automate closing any related child incidents when I close the parent incident. I need to be able to pass the parent's Status, Status Reason, Resolution, and Operational Category/Type/Item field data to the children... Has anyone been able to successfully pull this off? I'm at a loss as to where to begin here. On a related note - I'd like to be able to do the same thing with problem investigations and any related incidents as well... but I'd be okay with just automating the parent/child incident thing. Charlie Bennett Remedy Administrator Missile Defense Integration & Operations Center Schriever AFB Colorado Springs, CO (719) 721-7470 Classification: UNCLASSIFIED Caveats: NONE ___ 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" Classification: UNCLASSIFIED Caveats: NONE ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" smime.p7s Description: S/MIME cryptographic signature
Re: Incident Parent/Child Closure Automation (UNCLASSIFIED)
Charlie - Without knowing which version you are on, here is a stab for you to help point you in the right direction. You want to build a filter which checks the value of the Status on the parent ticket on Modify - if it is less than "Closed" and becomes "Closed" (or "Resolved" or whatever value you are using)then have it perform a Push Fields to any related Incidents where GUID = GUID and Status < Closed. Most of the GUID fields are designated as Instance ID, but not sure if you are talking about a custom app or a BMC/Remedy ITSM app. On the Run If for the Push action you only need to run it if the matching Incidents are also < Closed (assuming some child incidents may have previously been closed). Specify which fields you want set on the children from the values in the parent. That should do it. There's probably more than one way to approach it too, so hopefully you will get some other ideas. Hope this helps. :) Candace DeCou DOI Remedy Systems Analyst Verizon Business Office: (408) 371-1112 Email: [EMAIL PROTECTED] Verizon Business - global capability, personal accountability. This e-mail is strictly confidential and intended only for use by the addressee unless otherwise indicated -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bennett, Charlie CTR MDA/DOCC Sent: Friday, February 01, 2008 12:44 PM To: arslist@ARSLIST.ORG Subject: Incident Parent/Child Closure Automation (UNCLASSIFIED) Classification: UNCLASSIFIED Caveats: NONE Hi All! I'm struggling with how I can automate closing any related child incidents when I close the parent incident. I need to be able to pass the parent's Status, Status Reason, Resolution, and Operational Category/Type/Item field data to the children... Has anyone been able to successfully pull this off? I'm at a loss as to where to begin here. On a related note - I'd like to be able to do the same thing with problem investigations and any related incidents as well... but I'd be okay with just automating the parent/child incident thing. Charlie Bennett Remedy Administrator Missile Defense Integration & Operations Center Schriever AFB Colorado Springs, CO (719) 721-7470 Classification: UNCLASSIFIED Caveats: NONE ___ 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"
