Re: Printing Incidents
Hi We are running a earlier Version of ITSM 7.0.01 Patch 2 and have encountered this error We have found it may relate to two issue the first is the OBDC driver in windows has not bound correctly to the server running ARS Configure the User DSN setting on the system for the ARDBC driver, as follows: 1. Go to Control Panel Administrative Services Data Sources (ODBC). 2. On the User DSN tab (not the System DSN tab), select AR System ODBC Data Source (If its not there then add it). 3. Click the Configure button. 4. Enter the AR System Server name,. 5. Click OK to save your changes, and click OK again to close the ODBC Data Source Administrator. 1. Check that the Remedy Report Server and port has been specified correctly in the User preferences. If the user does not connect to a preference server then check the Report server settings in the user tool (tools -- options -- advanced) 2. Check that the User DSN had been set correctly (as above) 3. Check the driver is correct version, it should be 7.0.x if the user is using version 7 of the user tool (Go to Control Panel Administrative Services Data Sources (ODBC) Drivers) If the above does not resolve the printing issues for the user, you may want to try a manual reinstall. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Saturday, 12 April 2008 5:26 AM To: arslist@ARSLIST.ORG Subject: Re: Printing Incidents I have tried this from about six different XP machines Including Parallels on Mac), two Vista machines, and patch 1 and 2 of the 7.1 user tool, against three 7.1 patch 1 or 2 servers with either patch 6 or 7 of the ITSM application. We just had a webex and they could not figure it out at support (and we tinkered with the ODBC controls as well as user preferences). We could run reports from the Report console. Bizarre. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: Friday, April 11, 2008 2:21 PM To: arslist@ARSLIST.ORG Subject: Re: Printing Incidents I presume you are using the user tool from your previous comments. How was it installed? When it installs the AR ODBC connector is installed (as you well know). I've heard of flakiness before when people used SMS, etc, to install the user tool. This is rare but has happened. Have you tried manually re-installing the user tool on a test machine? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Friday, April 11, 2008 2:18 PM To: arslist@ARSLIST.ORG Subject: Re: Printing Incidents Yes - it is also in all of the user preferences. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: Friday, April 11, 2008 2:16 PM To: arslist@ARSLIST.ORG Subject: Re: Printing Incidents Do you have the ODBC uses underscores option set? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Friday, April 11, 2008 2:05 PM To: arslist@ARSLIST.ORG Subject: Printing Incidents As we get closer (we thought) to full implementation of ITSM 7.0.02/3.007 on ARS 7.1.00.002, we now have users testing the application and clicking on everything. We learned today that clicking the Print button on the bottom of an Incident form and Change Request not only does not print the ticket (as you might expect), but it completely hangs the User Tool with an eventual RPC error. Happens on 7.1.00.002 and 7.1.00.001 - Service Desk 7.0.02/3.007 or 006 - any combination of User Tool and server of both patch levels. All users have report server set in their User preferences (and the server will set you to server-based preferences even if you remove them). Reports do run from the Report Console. Anyone run across this one? I have run into _different_ issues with the mid-tier reporting of tickets, with IE 7 not allowing some crystal report active control to run, and firefox hashing the fonts in the report. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ ___ 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
Re: Printing Incidents
Do you have the ODBC uses underscores option set? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Friday, April 11, 2008 2:05 PM To: arslist@ARSLIST.ORG Subject: Printing Incidents As we get closer (we thought) to full implementation of ITSM 7.0.02/3.007 on ARS 7.1.00.002, we now have users testing the application and clicking on everything. We learned today that clicking the Print button on the bottom of an Incident form and Change Request not only does not print the ticket (as you might expect), but it completely hangs the User Tool with an eventual RPC error. Happens on 7.1.00.002 and 7.1.00.001 - Service Desk 7.0.02/3.007 or 006 - any combination of User Tool and server of both patch levels. All users have report server set in their User preferences (and the server will set you to server-based preferences even if you remove them). Reports do run from the Report Console. Anyone run across this one? I have run into _different_ issues with the mid-tier reporting of tickets, with IE 7 not allowing some crystal report active control to run, and firefox hashing the fonts in the report. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ ___ 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: Printing Incidents
Yes - it is also in all of the user preferences. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: Friday, April 11, 2008 2:16 PM To: arslist@ARSLIST.ORG Subject: Re: Printing Incidents Do you have the ODBC uses underscores option set? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Friday, April 11, 2008 2:05 PM To: arslist@ARSLIST.ORG Subject: Printing Incidents As we get closer (we thought) to full implementation of ITSM 7.0.02/3.007 on ARS 7.1.00.002, we now have users testing the application and clicking on everything. We learned today that clicking the Print button on the bottom of an Incident form and Change Request not only does not print the ticket (as you might expect), but it completely hangs the User Tool with an eventual RPC error. Happens on 7.1.00.002 and 7.1.00.001 - Service Desk 7.0.02/3.007 or 006 - any combination of User Tool and server of both patch levels. All users have report server set in their User preferences (and the server will set you to server-based preferences even if you remove them). Reports do run from the Report Console. Anyone run across this one? I have run into _different_ issues with the mid-tier reporting of tickets, with IE 7 not allowing some crystal report active control to run, and firefox hashing the fonts in the report. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ ___ 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: Printing Incidents
I presume you are using the user tool from your previous comments. How was it installed? When it installs the AR ODBC connector is installed (as you well know). I've heard of flakiness before when people used SMS, etc, to install the user tool. This is rare but has happened. Have you tried manually re-installing the user tool on a test machine? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Friday, April 11, 2008 2:18 PM To: arslist@ARSLIST.ORG Subject: Re: Printing Incidents Yes - it is also in all of the user preferences. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: Friday, April 11, 2008 2:16 PM To: arslist@ARSLIST.ORG Subject: Re: Printing Incidents Do you have the ODBC uses underscores option set? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Friday, April 11, 2008 2:05 PM To: arslist@ARSLIST.ORG Subject: Printing Incidents As we get closer (we thought) to full implementation of ITSM 7.0.02/3.007 on ARS 7.1.00.002, we now have users testing the application and clicking on everything. We learned today that clicking the Print button on the bottom of an Incident form and Change Request not only does not print the ticket (as you might expect), but it completely hangs the User Tool with an eventual RPC error. Happens on 7.1.00.002 and 7.1.00.001 - Service Desk 7.0.02/3.007 or 006 - any combination of User Tool and server of both patch levels. All users have report server set in their User preferences (and the server will set you to server-based preferences even if you remove them). Reports do run from the Report Console. Anyone run across this one? I have run into _different_ issues with the mid-tier reporting of tickets, with IE 7 not allowing some crystal report active control to run, and firefox hashing the fonts in the report. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ ___ 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: Printing Incidents
I have tried this from about six different XP machines Including Parallels on Mac), two Vista machines, and patch 1 and 2 of the 7.1 user tool, against three 7.1 patch 1 or 2 servers with either patch 6 or 7 of the ITSM application. We just had a webex and they could not figure it out at support (and we tinkered with the ODBC controls as well as user preferences). We could run reports from the Report console. Bizarre. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: Friday, April 11, 2008 2:21 PM To: arslist@ARSLIST.ORG Subject: Re: Printing Incidents I presume you are using the user tool from your previous comments. How was it installed? When it installs the AR ODBC connector is installed (as you well know). I've heard of flakiness before when people used SMS, etc, to install the user tool. This is rare but has happened. Have you tried manually re-installing the user tool on a test machine? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Friday, April 11, 2008 2:18 PM To: arslist@ARSLIST.ORG Subject: Re: Printing Incidents Yes - it is also in all of the user preferences. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: Friday, April 11, 2008 2:16 PM To: arslist@ARSLIST.ORG Subject: Re: Printing Incidents Do you have the ODBC uses underscores option set? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Friday, April 11, 2008 2:05 PM To: arslist@ARSLIST.ORG Subject: Printing Incidents As we get closer (we thought) to full implementation of ITSM 7.0.02/3.007 on ARS 7.1.00.002, we now have users testing the application and clicking on everything. We learned today that clicking the Print button on the bottom of an Incident form and Change Request not only does not print the ticket (as you might expect), but it completely hangs the User Tool with an eventual RPC error. Happens on 7.1.00.002 and 7.1.00.001 - Service Desk 7.0.02/3.007 or 006 - any combination of User Tool and server of both patch levels. All users have report server set in their User preferences (and the server will set you to server-based preferences even if you remove them). Reports do run from the Report Console. Anyone run across this one? I have run into _different_ issues with the mid-tier reporting of tickets, with IE 7 not allowing some crystal report active control to run, and firefox hashing the fonts in the report. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ ___ 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: Printing Incidents
We are on 6.3, so this may not apply, but we have a button that runs a report to print tickets as well. If the user specifies a preference server when logging in, they will get an error when they try to run this report. Its almost always a 1658 error though, not a time-out issue. If you take out the preference server, and run the report it works fine. 100% reproducible. I haven't had a chance to test it in our 7.1 environment yet. We are planning on forcing the use of a preference server as well, so please let me know the outcome of your issue. Thad Esser Remedy Developer Argue for your limitations, and sure enough, they're yours.-- Richard Bach strauss [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 04/11/2008 12:04 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Printing Incidents As we get closer (we thought) to full implementation of ITSM 7.0.02/3.007 on ARS 7.1.00.002, we now have users testing the application and clicking on everything. We learned today that clicking the Print button on the bottom of an Incident form and Change Request not only does not print the ticket (as you might expect), but it completely hangs the User Tool with an eventual RPC error. Happens on 7.1.00.002 and 7.1.00.001 - Service Desk 7.0.02/3.007 or 006 - any combination of User Tool and server of both patch levels. All users have report server set in their User preferences (and the server will set you to server-based preferences even if you remove them). Reports do run from the Report Console. Anyone run across this one? I have run into _different_ issues with the mid-tier reporting of tickets, with IE 7 not allowing some crystal report active control to run, and firefox hashing the fonts in the report. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ***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.*** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Printing Incidents
Ok I had a weird one like that myself and server was set to a specific TCP port. So in tools\options Advance tab in the Report section; I had to specifically reference the server and the TCP port. That fixed the problem I was having, perhaps that applies to you as well. Ben [EMAIL PROTECTED] 04/11/08 3:25 PM I have tried this from about six different XP machines Including Parallels on Mac), two Vista machines, and patch 1 and 2 of the 7.1 user tool, against three 7.1 patch 1 or 2 servers with either patch 6 or 7 of the ITSM application. We just had a webex and they could not figure it out at support (and we tinkered with the ODBC controls as well as user preferences). We could run reports from the Report console. Bizarre. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: Friday, April 11, 2008 2:21 PM To: arslist@ARSLIST.ORG Subject: Re: Printing Incidents I presume you are using the user tool from your previous comments. How was it installed? When it installs the AR ODBC connector is installed (as you well know). I've heard of flakiness before when people used SMS, etc, to install the user tool. This is rare but has happened. Have you tried manually re-installing the user tool on a test machine? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Friday, April 11, 2008 2:18 PM To: arslist@ARSLIST.ORG Subject: Re: Printing Incidents Yes - it is also in all of the user preferences. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: Friday, April 11, 2008 2:16 PM To: arslist@ARSLIST.ORG Subject: Re: Printing Incidents Do you have the ODBC uses underscores option set? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Friday, April 11, 2008 2:05 PM To: arslist@ARSLIST.ORG Subject: Printing Incidents As we get closer (we thought) to full implementation of ITSM 7.0.02/3.007 on ARS 7.1.00.002, we now have users testing the application and clicking on everything. We learned today that clicking the Print button on the bottom of an Incident form and Change Request not only does not print the ticket (as you might expect), but it completely hangs the User Tool with an eventual RPC error. Happens on 7.1.00.002 and 7.1.00.001 - Service Desk 7.0.02/3.007 or 006 - any combination of User Tool and server of both patch levels. All users have report server set in their User preferences (and the server will set you to server-based preferences even if you remove them). Reports do run from the Report Console. Anyone run across this one? I have run into _different_ issues with the mid-tier reporting of tickets, with IE 7 not allowing some crystal report active control to run, and firefox hashing the fonts in the report. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ ___ 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
Re: Printing Incidents
I have experienced the same thing. Whenever the RPC errors started to occur when the user attempts to run a Crystal report (either from a Print Ticket or from the report console) it was always because they did not have the Report Server and TCP port set to the same server name and TCP port they used to login. 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 Benedetto Cantatore Sent: Friday, April 11, 2008 3:36 PM To: arslist@ARSLIST.ORG Subject: Re: Printing Incidents ** Ok I had a weird one like that myself and server was set to a specific TCP port. So in tools\options Advance tab in the Report section; I had to specifically reference the server and the TCP port. That fixed the problem I was having, perhaps that applies to you as well. Ben [EMAIL PROTECTED] 04/11/08 3:25 PM I have tried this from about six different XP machines Including Parallels on Mac), two Vista machines, and patch 1 and 2 of the 7.1 user tool, against three 7.1 patch 1 or 2 servers with either patch 6 or 7 of the ITSM application. We just had a webex and they could not figure it out at support (and we tinkered with the ODBC controls as well as user preferences). We could run reports from the Report console. Bizarre. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: Friday, April 11, 2008 2:21 PM To: arslist@ARSLIST.ORG Subject: Re: Printing Incidents I presume you are using the user tool from your previous comments. How was it installed? When it installs the AR ODBC connector is installed (as you well know). I've heard of flakiness before when people used SMS, etc, to install the user tool. This is rare but has happened. Have you tried manually re-installing the user tool on a test machine? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Friday, April 11, 2008 2:18 PM To: arslist@ARSLIST.ORG Subject: Re: Printing Incidents Yes - it is also in all of the user preferences. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: Friday, April 11, 2008 2:16 PM To: arslist@ARSLIST.ORG Subject: Re: Printing Incidents Do you have the ODBC uses underscores option set? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Friday, April 11, 2008 2:05 PM To: arslist@ARSLIST.ORG Subject: Printing Incidents As we get closer (we thought) to full implementation of ITSM 7.0.02/3.007 on ARS 7.1.00.002, we now have users testing the application and clicking on everything. We learned today that clicking the Print button on the bottom of an Incident form and Change Request not only does not print the ticket (as you might expect), but it completely hangs the User Tool with an eventual RPC error. Happens on 7.1.00.002 and 7.1.00.001 - Service Desk 7.0.02/3.007 or 006 - any combination of User Tool and server of both patch levels. All users have report server set in their User preferences (and the server will set you to server-based preferences even if you remove them). Reports do run from the Report Console. Anyone run across this one? I have run into _different_ issues with the mid-tier reporting of tickets, with IE 7 not allowing some crystal report active control to run, and firefox hashing the fonts in the report. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org Platinum Sponsor: www.rmsportal.comhttp://www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org Platinum Sponsor: www.rmsportal.comhttp://www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org Platinum Sponsor: www.rmsportal.comhttp://www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp
Re: Printing Incidents
Report server is set in User preferences for support staff to: itsm7.ars.unt.edu;22700;; (on pre-production - different server on development) The accounts which we use constantly across dev, pre-production, and even the failover server may have had those settings corrupted since we are always switching servers all of the time and each server has its own preferences for each user. The Support folks had me blank out the settings in the user record and set them in the ODBC config (which was blank), and that did not work either. I have a custom filter (fires only on Submit when Creating a New Request) that creates a User preference record for every User where Report Server = itsm7.ars.unt.edu;22700;; and ODBC Use Underscores = Yes, among other settings. There are 132,591 records and all but about 15 - the ones we have been testing with plus admins plus the group managers that just started getting into the system (usually in mid-tier), have all of the settings the filter put there. The 15 records I just found with null values in the Report Server are the accounts we are actually logging in with so far. Two of the accounts I was testing with (on three servers) appear to have dropped the port off the server name at some point since they were created... So this is corruptible data. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A. Sent: Friday, April 11, 2008 2:40 PM To: arslist@ARSLIST.ORG Subject: Re: Printing Incidents ** I have experienced the same thing. Whenever the RPC errors started to occur when the user attempts to run a Crystal report (either from a Print Ticket or from the report console) it was always because they did not have the Report Server and TCP port set to the same server name and TCP port they used to login. 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 Benedetto Cantatore Sent: Friday, April 11, 2008 3:36 PM To: arslist@ARSLIST.ORG Subject: Re: Printing Incidents ** Ok I had a weird one like that myself and server was set to a specific TCP port. So in tools\options Advance tab in the Report section; I had to specifically reference the server and the TCP port. That fixed the problem I was having, perhaps that applies to you as well. Ben [EMAIL PROTECTED] 04/11/08 3:25 PM I have tried this from about six different XP machines Including Parallels on Mac), two Vista machines, and patch 1 and 2 of the 7.1 user tool, against three 7.1 patch 1 or 2 servers with either patch 6 or 7 of the ITSM application. We just had a webex and they could not figure it out at support (and we tinkered with the ODBC controls as well as user preferences). We could run reports from the Report console. Bizarre. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: Friday, April 11, 2008 2:21 PM To: arslist@ARSLIST.ORG Subject: Re: Printing Incidents I presume you are using the user tool from your previous comments. How was it installed? When it installs the AR ODBC connector is installed (as you well know). I've heard of flakiness before when people used SMS, etc, to install the user tool. This is rare but has happened. Have you tried manually re-installing the user tool on a test machine? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Friday, April 11, 2008 2:18 PM To: arslist@ARSLIST.ORG Subject: Re: Printing Incidents Yes - it is also in all of the user preferences. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: Friday, April 11, 2008 2:16 PM To: arslist
Re: Printing incidents from the web
The problem is that there is almost no advanced layout features on the internal Remedy report functionality. The internal reports are pretty limited in layout and generating a report with any aesthetic qualities. If you want a report for customer consumption with any type of organized layout you have to use Crystal. Remedy's reporting focus has always been on the client web reporting has always been a struggle. I agree that you should not have these variances between the Client and Mid Tier, but unfortunately if you want nicely formatted web reports you have to buy Business Objects web software. There are other companies which have report tools which will work with Remedy. However, you are still in the same boat with having to buy it and getting all the software to play nicely together. Of course Remedy's standby line is, if you want reports to work we highly recommend Business Objects Crystal Reports. I know this isn't helpful, but it may give you some idea of the issues involved with web reporting. Based on the focus of Mid Tier development hopefully there will be better options coming in the future. I know that there have been several Software Issue tickets which deal with Mid Tier reporting that have been on hold since version 6.3. We can only hope that these issues were placed on hold because they were developing new reporting functionality for the web, and not because they felt that web reporting wasn't as important as client reporting. Thanks, Dave Fincher - Original Message From: Melissa Reed [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wednesday, November 7, 2007 9:51:14 PM Subject: Re: Printing incidents from the web Thanks for the info but I'm having trouble with the fact that the out of the box functionality of the Print button on the Incident form requires Crystal. You can use the Print button for Work Info on the Incident Console which is not a Crystal report. Why should the other print button work any different? On Nov 7, 7:31 pm, [EMAIL PROTECTED] [EMAIL PROTECTED] wrote: Melissa, Yes, when running Mid Tier you need to have a Crystal Web or Crystal Enterprise running, either on the Mid Tier server or on a seperate server. There are various configuration settings in the AR Config utility for Mid Tier which tell it how to access Crystal to service the report. ARS 7 is compatable with the new Crystal Web software and is probably the direction I would recommend investigating. We currently run Crystal Enterpise 10, and while we get most of what we need from it we have had issues with it. HTHs Dave Fincher - Original Message From: Melissa Reed [EMAIL PROTECTED] To: [EMAIL PROTECTED] Sent: Wednesday, November 7, 2007 3:28:34 PM Subject: Printing incidents from the web We are running ITSM 7 and ARS 7.0.1. It appears that crystal reports (or some other web reporting tool) is required when printing an incident from the web. When you click the print button from the user tool, a Crystal report comes up. When you click the same button from the web, an error Error during processing: ARERR [9260] Repor tlocation is missing from report settings configuration page. Please see your administrator. Anyone know how to get around this? We do not have a report tool available for our mid-tier. Thanks! ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:www.rmsportal.comARSlist: Where the Answers Are __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection aroundhttp://mail.yahoo.com ___ 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 __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Printing incidents from the web
Thanks for the info but I'm having trouble with the fact that the out of the box functionality of the Print button on the Incident form requires Crystal. You can use the Print button for Work Info on the Incident Console which is not a Crystal report. Why should the other print button work any different? On Nov 7, 7:31 pm, [EMAIL PROTECTED] [EMAIL PROTECTED] wrote: Melissa, Yes, when running Mid Tier you need to have a Crystal Web or Crystal Enterprise running, either on the Mid Tier server or on a seperate server. There are various configuration settings in the AR Config utility for Mid Tier which tell it how to access Crystal to service the report. ARS 7 is compatable with the new Crystal Web software and is probably the direction I would recommend investigating. We currently run Crystal Enterpise 10, and while we get most of what we need from it we have had issues with it. HTHs Dave Fincher - Original Message From: Melissa Reed [EMAIL PROTECTED] To: [EMAIL PROTECTED] Sent: Wednesday, November 7, 2007 3:28:34 PM Subject: Printing incidents from the web We are running ITSM 7 and ARS 7.0.1. It appears that crystal reports (or some other web reporting tool) is required when printing an incident from the web. When you click the print button from the user tool, a Crystal report comes up. When you click the same button from the web, an error Error during processing: ARERR [9260] Repor tlocation is missing from report settings configuration page. Please see your administrator. Anyone know how to get around this? We do not have a report tool available for our mid-tier. Thanks! ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:www.rmsportal.comARSlist: Where the Answers Are __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection aroundhttp://mail.yahoo.com ___ 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: Printing incidents from the web
Melissa, Yes, when running Mid Tier you need to have a Crystal Web or Crystal Enterprise running, either on the Mid Tier server or on a seperate server. There are various configuration settings in the AR Config utility for Mid Tier which tell it how to access Crystal to service the report. ARS 7 is compatable with the new Crystal Web software and is probably the direction I would recommend investigating. We currently run Crystal Enterpise 10, and while we get most of what we need from it we have had issues with it. HTHs Dave Fincher - Original Message From: Melissa Reed [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wednesday, November 7, 2007 3:28:34 PM Subject: Printing incidents from the web We are running ITSM 7 and ARS 7.0.1. It appears that crystal reports (or some other web reporting tool) is required when printing an incident from the web. When you click the print button from the user tool, a Crystal report comes up. When you click the same button from the web, an error Error during processing: ARERR [9260] Repor tlocation is missing from report settings configuration page. Please see your administrator. Anyone know how to get around this? We do not have a report tool available for our mid-tier. Thanks! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Printing incidents from the web
Hi, We are having the same problems. I think it's a downer that just to be able to print reports we would need to get a license for another product. How come there isn't a way to print records (without any additional cost) just like the way it can be done in Mid-Tier 6.3? Any ideas? ~ Eli ~ http://docs.google.com/Doc?id=df5vs5vj_0fvdv72 On Nov 8, 12:51 pm, Melissa Reed [EMAIL PROTECTED] wrote: Thanks for the info but I'm having trouble with the fact that the out of the box functionality of the Print button on the Incident form requires Crystal. You can use the Print button for Work Info on the Incident Console which is not a Crystal report. Why should the other print button work any different? On Nov 7, 7:31 pm, [EMAIL PROTECTED] [EMAIL PROTECTED] wrote: Melissa, Yes, when running Mid Tier you need to have a Crystal Web or Crystal Enterprise running, either on the Mid Tier server or on a seperate server. There are various configuration settings in the AR Config utility for Mid Tier which tell it how to access Crystal to service the report. ARS 7 is compatable with the new Crystal Web software and is probably the direction I would recommend investigating. We currently run Crystal Enterpise 10, and while we get most of what we need from it we have had issues with it. HTHs Dave Fincher - Original Message From: Melissa Reed [EMAIL PROTECTED] To: [EMAIL PROTECTED] Sent: Wednesday, November 7, 2007 3:28:34 PM Subject: Printing incidents from the web We are running ITSM 7 and ARS 7.0.1. It appears that crystal reports (or some other web reporting tool) is required when printing an incident from the web. When you click the print button from the user tool, a Crystal report comes up. When you click the same button from the web, an error Error during processing: ARERR [9260] Repor tlocation is missing from report settings configuration page. Please see your administrator. Anyone know how to get around this? We do not have a report tool available for our mid-tier. Thanks! ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:www.rmsportal.comARSlist:Where the Answers Are __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection aroundhttp://mail.yahoo.com ___ 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 atwww.arslist.org Platinum Sponsor:www.rmsportal.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
