Reported Date in Incident
HI All, I find that in most cases the Reported Date is somewhat redundant and thought I could make it useful. On our monitoring system, the alert is either released by the engineer to create an Incident via the Incident Interface Create web service or it auto releases after 10 minutes after the alert becomes critical. I need the Critical Date/Time for reports and hate to add new fields if I don't need to do so . So I was thinking I could populate the Critical Date/Time into the Reported Date field. In testing the date time I sent got overwritten with the submit date timing. I did the test from my desktop so maybe there were active links that would not come into play if submitted via a web service. Is this doable and I'm missing something simple, or is this just a bad idea? ITSM 7.6.04 Mark Mark Brittain Sr. OSD Systems Engineer ITILv3 Foundation, Continual Service Improvement NaviSite, Inc. - A Time Warner Cable Company mbritt...@navisite.com<mailto:mbritt...@navisite.com> Office: 315.634.9337 Mobile: 315.882.5360 [cid:image001.gif@01CFC86B.0B401A40] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: ITSM 7.6.04 - ARS 7.6.04.03 - Reported Date vs Submitted Date
In the new ITSM, Reported Date gets populated when the agent enters the customer information on the incident create screen. So the difference between Reported Date and Submit Date is really the amount of time the agent took to log the ticket. Other than that we did not see much difference or use between Reported Date and Submitted Date. We have different ways to create tks like emails creating tks, other app integrations creating tkts etc.. For those tkts the Reported Date is blank since customer information is not entered manully. So we have some tkts with Reported Date populated and some tkts Reported Date is blank. So it is not very consistent. At the end for all practical purposes in our organization people are more concerned with submitted date than reported date, so we wrote a custom filter to set the Reported Date to Submitted Date when ever it is blank. The out of the box dashboards and analytics reports and some SLAs use Reported Date so we decided to use the above procedure. On Tuesday, May 15, 2012 11:22:57 AM UTC-5, Sanford, Claire wrote: > > ** > > In the old (I miss it so very much) Help Desk 6.0 you could tell the > system to “start the clock” on Submit. I can’t seem to find this setting > in the new ITSM. I have looked in the Incident Rules section and there > is no choice there. > > > > The problem we are running into is that sometimes a ticket sits open on > the submitters desk for 5 or 10 minutes. If it is a high severity > ticket, that 5 or 10 minutes has ticket away on the clock and the assignee > may have much less time to respond before it starts down the slippery slope > of escalation. > > > > Should I create a piece of workflow that sets the Reported Date to the > Submitted Date? We lose something there by doing that. > > * * > > ITSM 7.6.04.02 > ARS 7.6.04.03 > > Mid-Tier 7.6.04.03 > > > > Claire > > > > _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Re: ITSM 7.6.04 - ARS 7.6.04.03 - Reported Date vs Submitted Date
In the old (I miss it so very much) Help Desk 6.0 you could tell the system to "start the clock" on Submit. I can't seem to find this setting in the new ITSM. I have looked in the Incident Rules section and there is no choice there. The problem we are running into is that sometimes a ticket sits open on the submitters desk for 5 or 10 minutes. If it is a high severity ticket, that 5 or 10 minutes has ticket away on the clock and the assignee may have much less time to respond before it starts down the slippery slope of escalation. Should I create a piece of workflow that sets the Reported Date to the Submitted Date? We lose something there by doing that. ITSM 7.6.04.02 ARS 7.6.04.03 Mid-Tier 7.6.04.03 Claire ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Changeable Reported Date Rule
And responded and resolution date. From what I can tell the settings haven't changed the access these fields. As an Incident Master I can change Responded Date and Last Resolved Date, but not Reported Date. As a regular user I can only change Last Resolved Date. Changing the Incident rules seems to have no effect on this access. ITSM 7.1, patch 7. -- Chris Danaceau 301-903-8741 Contractor to the Department Of Energy ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Re: Service target time starts from Reported date or Submit date
This is actually a setting you can change in the SLM set up. Anne Ramey *** E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kailashnath A J Sent: Sunday, May 29, 2011 9:46 AM To: arslist@ARSLIST.ORG Subject: Re: Service target time starts from Reported date or Submit date ** Reported Date -- the date and time at which the incident request was reported. Submit Date -- automatically set to the date and time at which the incident request was registered/submitted. The logic of calculating the response SLA counts the submitted date. Thanks & Regards, Kailashnath A J From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of IT (Amanullah Bashir Ahmed) Sent: Sunday, May 29, 2011 3:34 PM To: arslist@ARSLIST.ORG Subject: Service target time starts from Reported date or Submit date ** Hi there, Version 7.1 What is the difference between Reported date and Submit date in Incident Management and the clock for service targets starts from Reported Date or Submitted Date. Thanks & Regards Amanullah DISCLAIMER:"This e-mail message including any of its attachments is intended solely for the addressee(s) and may contain privileged information. If you are not the addressee or you have received this email message in error, please notify the sender who will remove your details from its database. You are not authorized to read, copy, disseminate, distribute or use this e-mail message or any attachment to it in any manner and must delete the email and destroy any hard copies of it. This e-mail message does not contain financial instructions or commitments of any kind. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of Emirates NBD PJSC, or any other related subsidiaries, entities or persons." _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ Please do not print this email unless it is absolutely necessary. The information contained in this electronic message and any attachments to this message are intended for the exclusive use of the addressee(s) and may contain proprietary, confidential or privileged information. If you are not the intended recipient, you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately and destroy all copies of this message and any attachments. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email. www.wipro.com _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Re: Service target time starts from Reported date or Submit date
Hi Moe Thanks a lot. I have got the answer of my query. Thanks & Regards Amanullah From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Gmail Sent: Tuesday, May 31, 2011 8:19 AM To: arslist@ARSLIST.ORG Subject: Re: Service target time starts from Reported date or Submit date ** This is not customization. It's configuration. The system allows you to do that. From the SLM Data Source configuration setting, select HPD:Help Desk from the configure Service Target Data Source, then from the Start Time for Request-Based SVTs drop down, select "Reported Date+". You don't need to do anything other than that. All Service targets will be calculated based on Reported date+ going forward. -Moe From: Kailashnath A J [mailto:kailashnath.jeya...@wipro.com] Sent: Monday, May 30, 2011 4:21 AM Subject: Re: Service target time starts from Reported date or Submit date ** The time calculation of response SLA and resolution SLA counts on Submit Date only. This is a System-generated field that contains the date Incident was created. It might be customized in your application to count with Reported date, if I am not wrong. In SLM Data source configuration settings under Request based tab we have to select the option as "Assignment Date" from Start time for Request base SVT's drop down field. Also while creating the service target under Goal and Cost tab we have to select the option "Use start time defined as Application form", then as per the Submit Date SLA calculation will be counted. Thanks & Regards, Kailashnath A J From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of IT (Amanullah Bashir Ahmed) Sent: Monday, May 30, 2011 8:49 AM To: arslist@ARSLIST.ORG Subject: Re: Service target time starts from Reported date or Submit date ** I raised an incident, Reported date: 25/5/2011 3:31:56 PM, Submit date: 25/5/2011 3:39:31 PM The calculation of response SLA counts the Reported date not submit date. Can anybody tell that SLA calculates value on bases of Reported date or submit date. Thanks & Regards Amanullah IT Enterprise Applications Group Applications Emirates NBD, Al-Barsha Office Mezz floor Dubai, UAE Desk: +971 4 3726602 Mobile: +971 50 2182455 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Gmail Sent: Monday, May 30, 2011 9:02 AM To: arslist@ARSLIST.ORG Subject: Re: Service target time starts from Reported date or Submit date ** We use the reported date in my organization. In most cases, there's no difference in time between submit date and reported date. From: Kailashnath A J [mailto:kailashnath.jeya...@wipro.com] Sent: Sunday, May 29, 2011 9:46 AM Subject: Re: Service target time starts from Reported date or Submit date ** Reported Date -- the date and time at which the incident request was reported. Submit Date -- automatically set to the date and time at which the incident request was registered/submitted. The logic of calculating the response SLA counts the submitted date. Thanks & Regards, Kailashnath A J From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of IT (Amanullah Bashir Ahmed) Sent: Sunday, May 29, 2011 3:34 PM To: arslist@ARSLIST.ORG Subject: Service target time starts from Reported date or Submit date ** Hi there, Version 7.1 What is the difference between Reported date and Submit date in Incident Management and the clock for service targets starts from Reported Date or Submitted Date. Thanks & Regards Amanullah DISCLAIMER:"This e-mail message including any of its attachments is intended solely for the addressee(s) and may contain privileged information. If you are not the addressee or you have received this email message in error, please notify the sender who will remove your details from its database. You are not authorized to read, copy, disseminate, distribute or use this e-mail message or any attachment to it in any manner and must delete the email and destroy any hard copies of it. This e-mail message does not contain financial instructions or commitments of any kind. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of Emirates NBD PJSC, or any other related subsidiaries, entities or persons." _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ Please do not print this email unless it is absolutely necessary. The information contained in this electronic message and any attachments to this message are intended for the exclusive use of the addressee(s) and may contain proprietary, confidential or privileged information. If you are not the intended recipient, you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately and destroy all copies of this message an
Re: Service target time starts from Reported date or Submit date
This is not customization. It's configuration. The system allows you to do that. From the SLM Data Source configuration setting, select HPD:Help Desk from the configure Service Target Data Source, then from the Start Time for Request-Based SVTs drop down, select "Reported Date+". You don't need to do anything other than that. All Service targets will be calculated based on Reported date+ going forward. -Moe From: Kailashnath A J [mailto:kailashnath.jeya...@wipro.com] Sent: Monday, May 30, 2011 4:21 AM Subject: Re: Service target time starts from Reported date or Submit date ** The time calculation of response SLA and resolution SLA counts on Submit Date only. This is a System-generated field that contains the date Incident was created. It might be customized in your application to count with Reported date, if I am not wrong. In SLM Data source configuration settings under Request based tab we have to select the option as "Assignment Date" from Start time for Request base SVT's drop down field. Also while creating the service target under Goal and Cost tab we have to select the option "Use start time defined as Application form", then as per the Submit Date SLA calculation will be counted. Thanks & Regards, Kailashnath A J From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of IT (Amanullah Bashir Ahmed) Sent: Monday, May 30, 2011 8:49 AM To: arslist@ARSLIST.ORG Subject: Re: Service target time starts from Reported date or Submit date ** I raised an incident, Reported date: 25/5/2011 3:31:56 PM, Submit date: 25/5/2011 3:39:31 PM The calculation of response SLA counts the Reported date not submit date. Can anybody tell that SLA calculates value on bases of Reported date or submit date. Thanks & Regards Amanullah IT Enterprise Applications Group Applications Emirates NBD, Al-Barsha Office Mezz floor Dubai, UAE Desk: +971 4 3726602 Mobile: +971 50 2182455 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Gmail Sent: Monday, May 30, 2011 9:02 AM To: arslist@ARSLIST.ORG Subject: Re: Service target time starts from Reported date or Submit date ** We use the reported date in my organization. In most cases, there's no difference in time between submit date and reported date. From: Kailashnath A J [mailto:kailashnath.jeya...@wipro.com] Sent: Sunday, May 29, 2011 9:46 AM Subject: Re: Service target time starts from Reported date or Submit date ** Reported Date -- the date and time at which the incident request was reported. Submit Date -- automatically set to the date and time at which the incident request was registered/submitted. The logic of calculating the response SLA counts the submitted date. Thanks & Regards, Kailashnath A J From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of IT (Amanullah Bashir Ahmed) Sent: Sunday, May 29, 2011 3:34 PM To: arslist@ARSLIST.ORG Subject: Service target time starts from Reported date or Submit date ** Hi there, Version 7.1 What is the difference between Reported date and Submit date in Incident Management and the clock for service targets starts from Reported Date or Submitted Date. Thanks & Regards Amanullah DISCLAIMER:"This e-mail message including any of its attachments is intended solely for the addressee(s) and may contain privileged information. If you are not the addressee or you have received this email message in error, please notify the sender who will remove your details from its database. You are not authorized to read, copy, disseminate, distribute or use this e-mail message or any attachment to it in any manner and must delete the email and destroy any hard copies of it. This e-mail message does not contain financial instructions or commitments of any kind. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of Emirates NBD PJSC, or any other related subsidiaries, entities or persons." _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ Please do not print this email unless it is absolutely necessary. The information contained in this electronic message and any attachments to this message are intended for the exclusive use of the addressee(s) and may contain proprietary, confidential or privileged information. If you are not the intended recipient, you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately and destroy all copies of this message and any attachments. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email. www.wipro.com
Re: Service target time starts from Reported date or Submit date
The time calculation of response SLA and resolution SLA counts on Submit Date only. This is a System-generated field that contains the date Incident was created. It might be customized in your application to count with Reported date, if I am not wrong. In SLM Data source configuration settings under Request based tab we have to select the option as "Assignment Date" from Start time for Request base SVT's drop down field. Also while creating the service target under Goal and Cost tab we have to select the option "Use start time defined as Application form", then as per the Submit Date SLA calculation will be counted. Thanks & Regards, Kailashnath A J From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of IT (Amanullah Bashir Ahmed) Sent: Monday, May 30, 2011 8:49 AM To: arslist@ARSLIST.ORG Subject: Re: Service target time starts from Reported date or Submit date ** I raised an incident, Reported date: 25/5/2011 3:31:56 PM, Submit date: 25/5/2011 3:39:31 PM The calculation of response SLA counts the Reported date not submit date. Can anybody tell that SLA calculates value on bases of Reported date or submit date. Thanks & Regards Amanullah IT Enterprise Applications Group Applications Emirates NBD, Al-Barsha Office Mezz floor Dubai, UAE Desk: +971 4 3726602 Mobile: +971 50 2182455 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Gmail Sent: Monday, May 30, 2011 9:02 AM To: arslist@ARSLIST.ORG Subject: Re: Service target time starts from Reported date or Submit date ** We use the reported date in my organization. In most cases, there's no difference in time between submit date and reported date. From: Kailashnath A J [mailto:kailashnath.jeya...@wipro.com] Sent: Sunday, May 29, 2011 9:46 AM Subject: Re: Service target time starts from Reported date or Submit date ** Reported Date -- the date and time at which the incident request was reported. Submit Date -- automatically set to the date and time at which the incident request was registered/submitted. The logic of calculating the response SLA counts the submitted date. Thanks & Regards, Kailashnath A J From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of IT (Amanullah Bashir Ahmed) Sent: Sunday, May 29, 2011 3:34 PM To: arslist@ARSLIST.ORG Subject: Service target time starts from Reported date or Submit date ** Hi there, Version 7.1 What is the difference between Reported date and Submit date in Incident Management and the clock for service targets starts from Reported Date or Submitted Date. Thanks & Regards Amanullah DISCLAIMER:"This e-mail message including any of its attachments is intended solely for the addressee(s) and may contain privileged information. If you are not the addressee or you have received this email message in error, please notify the sender who will remove your details from its database. You are not authorized to read, copy, disseminate, distribute or use this e-mail message or any attachment to it in any manner and must delete the email and destroy any hard copies of it. This e-mail message does not contain financial instructions or commitments of any kind. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of Emirates NBD PJSC, or any other related subsidiaries, entities or persons." _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ Please do not print this email unless it is absolutely necessary. The information contained in this electronic message and any attachments to this message are intended for the exclusive use of the addressee(s) and may contain proprietary, confidential or privileged information. If you are not the intended recipient, you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately and destroy all copies of this message and any attachments. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email. www.wipro.com _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ Click here <https://www.mailcontrol.com/sr/pcTyBZdARofTndxI!oX7UpuxbmA1KaZkpShC+tlG hooGFLF2HoJUMn6EhwSzBCjYN2m5q7dK97mh35PDdlVduQ==> to report this email as spam. _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ Please do not print this email unless it is absolutely necessary. The information contained in this electronic message and any attachments to this message are intended for the exclusive use of the addressee(s) and may contain proprietary, conf
Re: Service target time starts from Reported date or Submit date
I raised an incident, Reported date: 25/5/2011 3:31:56 PM, Submit date: 25/5/2011 3:39:31 PM The calculation of response SLA counts the Reported date not submit date. Can anybody tell that SLA calculates value on bases of Reported date or submit date. Thanks & Regards Amanullah IT Enterprise Applications Group Applications Emirates NBD, Al-Barsha Office Mezz floor Dubai, UAE Desk: +971 4 3726602 Mobile: +971 50 2182455 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Gmail Sent: Monday, May 30, 2011 9:02 AM To: arslist@ARSLIST.ORG Subject: Re: Service target time starts from Reported date or Submit date ** We use the reported date in my organization. In most cases, there's no difference in time between submit date and reported date. From: Kailashnath A J [mailto:kailashnath.jeya...@wipro.com] Sent: Sunday, May 29, 2011 9:46 AM Subject: Re: Service target time starts from Reported date or Submit date ** Reported Date -- the date and time at which the incident request was reported. Submit Date -- automatically set to the date and time at which the incident request was registered/submitted. The logic of calculating the response SLA counts the submitted date. Thanks & Regards, Kailashnath A J From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of IT (Amanullah Bashir Ahmed) Sent: Sunday, May 29, 2011 3:34 PM To: arslist@ARSLIST.ORG Subject: Service target time starts from Reported date or Submit date ** Hi there, Version 7.1 What is the difference between Reported date and Submit date in Incident Management and the clock for service targets starts from Reported Date or Submitted Date. Thanks & Regards Amanullah DISCLAIMER:"This e-mail message including any of its attachments is intended solely for the addressee(s) and may contain privileged information. If you are not the addressee or you have received this email message in error, please notify the sender who will remove your details from its database. You are not authorized to read, copy, disseminate, distribute or use this e-mail message or any attachment to it in any manner and must delete the email and destroy any hard copies of it. This e-mail message does not contain financial instructions or commitments of any kind. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of Emirates NBD PJSC, or any other related subsidiaries, entities or persons." _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ Please do not print this email unless it is absolutely necessary. The information contained in this electronic message and any attachments to this message are intended for the exclusive use of the addressee(s) and may contain proprietary, confidential or privileged information. If you are not the intended recipient, you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately and destroy all copies of this message and any attachments. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email. www.wipro.com _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ Click here<https://www.mailcontrol.com/sr/pcTyBZdARofTndxI!oX7UpuxbmA1KaZkpShC+tlGhooGFLF2HoJUMn6EhwSzBCjYN2m5q7dK97mh35PDdlVduQ==> to report this email as spam. _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Re: Service target time starts from Reported date or Submit date
We use the reported date in my organization. In most cases, there's no difference in time between submit date and reported date. From: Kailashnath A J [mailto:kailashnath.jeya...@wipro.com] Sent: Sunday, May 29, 2011 9:46 AM Subject: Re: Service target time starts from Reported date or Submit date ** Reported Date -- the date and time at which the incident request was reported. Submit Date -- automatically set to the date and time at which the incident request was registered/submitted. The logic of calculating the response SLA counts the submitted date. Thanks & Regards, Kailashnath A J From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of IT (Amanullah Bashir Ahmed) Sent: Sunday, May 29, 2011 3:34 PM To: arslist@ARSLIST.ORG Subject: Service target time starts from Reported date or Submit date ** Hi there, Version 7.1 What is the difference between Reported date and Submit date in Incident Management and the clock for service targets starts from Reported Date or Submitted Date. Thanks & Regards Amanullah DISCLAIMER:"This e-mail message including any of its attachments is intended solely for the addressee(s) and may contain privileged information. If you are not the addressee or you have received this email message in error, please notify the sender who will remove your details from its database. You are not authorized to read, copy, disseminate, distribute or use this e-mail message or any attachment to it in any manner and must delete the email and destroy any hard copies of it. This e-mail message does not contain financial instructions or commitments of any kind. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of Emirates NBD PJSC, or any other related subsidiaries, entities or persons." _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ Please do not print this email unless it is absolutely necessary. The information contained in this electronic message and any attachments to this message are intended for the exclusive use of the addressee(s) and may contain proprietary, confidential or privileged information. If you are not the intended recipient, you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately and destroy all copies of this message and any attachments. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email. www.wipro.com _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Re: Service target time starts from Reported date or Submit date
Reported Date -- the date and time at which the incident request was reported. Submit Date -- automatically set to the date and time at which the incident request was registered/submitted. The logic of calculating the response SLA counts the submitted date. Thanks & Regards, Kailashnath A J From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of IT (Amanullah Bashir Ahmed) Sent: Sunday, May 29, 2011 3:34 PM To: arslist@ARSLIST.ORG Subject: Service target time starts from Reported date or Submit date ** Hi there, Version 7.1 What is the difference between Reported date and Submit date in Incident Management and the clock for service targets starts from Reported Date or Submitted Date. Thanks & Regards Amanullah DISCLAIMER:"This e-mail message including any of its attachments is intended solely for the addressee(s) and may contain privileged information. If you are not the addressee or you have received this email message in error, please notify the sender who will remove your details from its database. You are not authorized to read, copy, disseminate, distribute or use this e-mail message or any attachment to it in any manner and must delete the email and destroy any hard copies of it. This e-mail message does not contain financial instructions or commitments of any kind. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of Emirates NBD PJSC, or any other related subsidiaries, entities or persons." _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ Please do not print this email unless it is absolutely necessary. The information contained in this electronic message and any attachments to this message are intended for the exclusive use of the addressee(s) and may contain proprietary, confidential or privileged information. If you are not the intended recipient, you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately and destroy all copies of this message and any attachments. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email. www.wipro.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Service target time starts from Reported date or Submit date
Hi there, Version 7.1 What is the difference between Reported date and Submit date in Incident Management and the clock for service targets starts from Reported Date or Submitted Date. Thanks & Regards Amanullah DISCLAIMER: "This e-mail message including any of its attachments is intended solely for the addressee(s) and may contain privileged information. If you are not the addressee or you have received this email message in error, please notify the sender who will remove your details from its database. You are not authorized to read, copy, disseminate, distribute or use this e-mail message or any attachment to it in any manner and must delete the email and destroy any hard copies of it. This e-mail message does not contain financial instructions or commitments of any kind. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of Emirates NBD PJSC, or any other related subsidiaries, entities or persons." ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Re: Missing Reported Date in Incident
By default, the Reported Date is simply the date/time that the ticket was submitted (the Submit Date) and gets set when an Incident is submitted. Have you customized any of the workflow around ticket submission, or are these tickets getting created in some way other than via the GUI (e.g., are they automated tickets, or were they manually entered in by support personnel on the Help Desk form, etc.)? Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ex Soundgarden Sent: Wednesday, January 13, 2010 11:16 PM To: arslist@ARSLIST.ORG Subject: Missing Reported Date in Incident ** Hi All, HAving an issue where the Reported Date from the INcident form doesn't contain any values. Any idea why is this happening? And also, does BMC have docos for Reported Date field? Thanks! gabud _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Missing Reported Date in Incident
Hi All, HAving an issue where the Reported Date from the INcident form doesn't contain any values. Any idea why is this happening? And also, does BMC have docos for Reported Date field? Thanks! gabud ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: Reported date
Hi,
In order to see the whole list of filters or active links or
escalations that set the Reported Date or the z1D Ticket Start Time,
you should have a look at ARSmarts, which will give you all XRefs to
those fields.
Best regards,
Jean-Louis Halleux
www.arsmarts.com
On 19 Oct 2009, at 20:34, Ramey, Anne wrote:
It doesn't appear to be that way in ITSM 7.x...The only filter that
sets it that I can find is HPD:INC:SetReportedDate_010, which sets
it if ('Reported Date' = $NULL$) OR (('Reported Date' != $NULL$) AND
('Reported Date' > 'z1D Ticket Start Time')). Then it sets it to
'z1D Ticket Start Time'...but I can't find a filter or escalation
that sets 'z1D Ticket Start Time'.
Anne Ramey
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG
] On Behalf Of Charles Baldi
Sent: Friday, October 16, 2009 4:00 PM
To: arslist@ARSLIST.ORG
Subject: Re: Reported date
I think that ReportedDate has workflow that sets it based on Reported
Source. I don't know if that gets called via the interface create form
or not but it is a place to look.
Regards,
Chuck Baldi
On 10/16/09, Ramey, Anne wrote:
I'm seeing an issue where sometimes, when a ticket is created
through the
HPD:IncidentInterface_Create, the Reported Date is not getting
set. It's
not on every ticket created this way, just some of them. Has
anyone else
seen this?
Anne Ramey
E-mail correspondence to and from this address may be subject to
the North
Carolina Public Records Law and may be disclosed to third parties
by an
authorized state official.
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Re: Reported date
It doesn't appear to be that way in ITSM 7.x...The only filter that sets it
that I can find is HPD:INC:SetReportedDate_010, which sets it if ('Reported
Date' = $NULL$) OR (('Reported Date' != $NULL$) AND ('Reported Date' > 'z1D
Ticket Start Time')). Then it sets it to 'z1D Ticket Start Time'...but I can't
find a filter or escalation that sets 'z1D Ticket Start Time'.
Anne Ramey
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Charles Baldi
Sent: Friday, October 16, 2009 4:00 PM
To: arslist@ARSLIST.ORG
Subject: Re: Reported date
I think that ReportedDate has workflow that sets it based on Reported
Source. I don't know if that gets called via the interface create form
or not but it is a place to look.
Regards,
Chuck Baldi
On 10/16/09, Ramey, Anne wrote:
> I'm seeing an issue where sometimes, when a ticket is created through the
> HPD:IncidentInterface_Create, the Reported Date is not getting set. It's
> not on every ticket created this way, just some of them. Has anyone else
> seen this?
>
> Anne Ramey
>
>
>
>
> E-mail correspondence to and from this address may be subject to the North
> Carolina Public Records Law and may be disclosed to third parties by an
> authorized state official.
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
>
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Re: Reported date
I think that ReportedDate has workflow that sets it based on Reported Source. I don't know if that gets called via the interface create form or not but it is a place to look. Regards, Chuck Baldi On 10/16/09, Ramey, Anne wrote: > I'm seeing an issue where sometimes, when a ticket is created through the > HPD:IncidentInterface_Create, the Reported Date is not getting set. It's > not on every ticket created this way, just some of them. Has anyone else > seen this? > > Anne Ramey > > > > > E-mail correspondence to and from this address may be subject to the North > Carolina Public Records Law and may be disclosed to third parties by an > authorized state official. > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are" > -- Sent from my mobile device ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Reported date
I'm seeing an issue where sometimes, when a ticket is created through the HPD:IncidentInterface_Create, the Reported Date is not getting set. It's not on every ticket created this way, just some of them. Has anyone else seen this? Anne Ramey E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties by an authorized state official. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: Reported Date is greater than Submitted Date
Manoj, Thats possibly the way the time is captured - one Reported date could be a custom field that is set using an Active link so is the Client time, while Submitted date could be the system field (ID 3) so is set from the server. Or even if it is a custom field you must be setting it from a Filter. If you do not have a time server on your network that doesn't keep time on the clients and servers in sync, do not be too surprised seeing a decrepancy in the time between what an AL captures from a Filter.. Cheers Joe From: manoj jain To: arslist@ARSLIST.ORG Sent: Monday, January 12, 2009 11:27:18 AM Subject: Reported Date is greater than Submitted Date ** Hi All, Usally Reported Date should be less than Submitted Date but in my case for some tickets Reported Date is greater than Submitted Date that's why i am getting negative value for time and its giving error. So if you have any suggession regarding this please mail me. Thanks & Regards, Manoj Jain ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
Reported Date is greater than Submitted Date
Hi All, Usally Reported Date should be less than Submitted Date but in my case for some tickets Reported Date is greater than Submitted Date that's why i am getting negative value for time and its giving error. So if you have any suggession regarding this please mail me. Thanks & Regards, Manoj Jain ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
Re: Null Reported Date ARS7
I'm with ya. I looked and looked at log files for that field until I was blue in the face. Couldn't figure out what the heck was happening. (I was trying to use the field on the Date/Time tab in a notification -- it was always null.) :-D -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 Carey Matthew Black <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 08/19/2008 09:56 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Null Reported Date ARS7 Tony, Thanks for the followup and clarification. As a general design practice I despise showing the same data in more than one place on a form. And in this specific case Where would I put the field that actually holds the data? On the 'Classification' tab or on the 'Date/System' tab? Hum... let me see... I stopped looking after I found the field on the 'Date/System' field. It just did not occur to me that it might be in a field on that form somewhere else. I was guessing that it might be on some other form somewhere. Not that that idea makes any more sense to me. And given that my sync DB has not been synced I did not feel like digging through the 1152 Active links on the form to see if I could find where the data was coming from or going to. Again, thanks for the pointer to the real field/field ID. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On Tue, Aug 19, 2008 at 10:37 AM, Tony Worthington <[EMAIL PROTECTED]> wrote: > ** > There are two Reported Date fields on HPD:Help Desk. > > One is on the Date/System tab (a d/o field) -- 100719 z1D Reported Date > > The "real" db field is actually on the Classification tab -- 100560 > Reported Date. > > -- > Tony Worthington > Sr. Technical Analyst > Kohl's Department Stores > [EMAIL PROTECTED] > 262-703-5911 > > > Carey Matthew Black <[EMAIL PROTECTED]> > Sent by: "Action Request System discussion list(ARSList)" > > > 08/16/2008 04:53 PM > > Please respond to > arslist@ARSLIST.ORG > To > arslist@ARSLIST.ORG > cc > Subject > Re: Null Reported Date ARS7 > > But there is a twist I was not expecting > Reported Date = field ID 100719, but it is a display only field ( > What the [EMAIL PROTECTED]@[EMAIL PROTECTED]@[EMAIL PROTECTED] ) > So that means that MAYBE if you import the data into that field > there will be workflow on Merge that puts it where it needs to go to > actually keep the value. The general approrach of using the import > tool to backfill the data should work if you can figure out where it > needs to be kept. Maybe the display only field already has workflow no > merge that will work. I think it is worth a shot at least. I doubt it > can hurt anything. (If you do your field map correctly.) > HTH. > > -- > Carey Matthew Black ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" CONFIDENTIALITY NOTICE: This is a transmission from Kohl's Department Stores, Inc. and may contain information which is confidential and proprietary. If you are not the addressee, any disclosure, copying or distribution or use of the contents of this message is expressly prohibited. If you have received this transmission in error, please destroy it and notify us immediately at 262-703-7000. CAUTION: Internet and e-mail communications are Kohl's property and Kohl's reserves the right to retrieve and read any message created, sent and received. Kohl's reserves the right to monitor messages by authorized Kohl's Associates at any time without any further consent. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Null Reported Date ARS7
Tony, Thanks for the followup and clarification. As a general design practice I despise showing the same data in more than one place on a form. And in this specific case Where would I put the field that actually holds the data? On the 'Classification' tab or on the 'Date/System' tab? Hum... let me see... I stopped looking after I found the field on the 'Date/System' field. It just did not occur to me that it might be in a field on that form somewhere else. I was guessing that it might be on some other form somewhere. Not that that idea makes any more sense to me. And given that my sync DB has not been synced I did not feel like digging through the 1152 Active links on the form to see if I could find where the data was coming from or going to. Again, thanks for the pointer to the real field/field ID. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On Tue, Aug 19, 2008 at 10:37 AM, Tony Worthington <[EMAIL PROTECTED]> wrote: > ** > There are two Reported Date fields on HPD:Help Desk. > > One is on the Date/System tab (a d/o field) -- 100719 z1D Reported Date > > The "real" db field is actually on the Classification tab -- 100560 > Reported Date. > > -- > Tony Worthington > Sr. Technical Analyst > Kohl's Department Stores > [EMAIL PROTECTED] > 262-703-5911 > > > Carey Matthew Black <[EMAIL PROTECTED]> > Sent by: "Action Request System discussion list(ARSList)" > > > 08/16/2008 04:53 PM > > Please respond to > arslist@ARSLIST.ORG > To > arslist@ARSLIST.ORG > cc > Subject > Re: Null Reported Date ARS7 > > But there is a twist I was not expecting > Reported Date = field ID 100719, but it is a display only field ( > What the [EMAIL PROTECTED]@[EMAIL PROTECTED]@[EMAIL PROTECTED] ) > So that means that MAYBE if you import the data into that field > there will be workflow on Merge that puts it where it needs to go to > actually keep the value. The general approrach of using the import > tool to backfill the data should work if you can figure out where it > needs to be kept. Maybe the display only field already has workflow no > merge that will work. I think it is worth a shot at least. I doubt it > can hurt anything. (If you do your field map correctly.) > HTH. > > -- > Carey Matthew Black ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Null Reported Date ARS7
There are two Reported Date fields on HPD:Help Desk. One is on the Date/System tab (a d/o field) -- 100719 z1D Reported Date The "real" db field is actually on the Classification tab -- 100560 Reported Date. -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 Carey Matthew Black <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 08/16/2008 04:53 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Null Reported Date ARS7 M.B. Sorry for the incomplete answer. I hit the send button to soon. :( Yes you need to cross map the value for the field that you want to set to the field (in the file) that you want it to be set to. So after you "Add All" You need to set 'reported date' = $3$ (or whaterver field ID/field name you are going to use to backfill the data with) before you do the import. BTW: If you look at the 4th line of an ARX file you will see a line like this... " FLD-ID 4 1 3 " This is a space separated list of field ID's that were exported in the arx file. In the example above fields: 4 , 1, and 3 were exported. I would bet that your ARX file does not have a "1" as a field ID in the file. Also .. I just looked on our ITSM v7 HPD:Helpdesk form and the field 1 name is 'Entry ID' and it has a prefix of "INC". ( The 'Incident ID' field is actually field ID 100161 and has a Field DB name of "Incident Number". This field can not be used to update a record via the import tool. Unless they finally fixed the idea of doing the matching on other columns than field 1 when I was not looking. :) ) Submit Date = field ID 3 Which is why you were getting the errors you were getting. Without a Field 1 value the Import tool assumes that your trying to create a new record (like a Submit operation) instead of trying to update an existing record ( like a Modify) operation. ( Keep in mind the filters that are triggered are neither Submit, nor Modify. Only Merge filters are triggered directly by the Import tool. Workflow can the trigger Submit/Modify filters as a result of Push actions, and even Get Entry filters too (SetField) but those are other topics for other days. So I hope that does not confuse the issue any.) But there is a twist I was not expecting Reported Date = field ID 100719, but it is a display only field ( What the [EMAIL PROTECTED]@[EMAIL PROTECTED]@[EMAIL PROTECTED] ) So that means that MAYBE if you import the data into that field there will be workflow on Merge that puts it where it needs to go to actually keep the value. The general approrach of using the import tool to backfill the data should work if you can figure out where it needs to be kept. Maybe the display only field already has workflow no merge that will work. I think it is worth a shot at least. I doubt it can hurt anything. (If you do your field map correctly.) If the Merge to the display only field fails to get you what your after then you may need to turn on Filter tracing, do a Submit or a Modify of a record where you manually set 'Reported Date' to a value to be able to find where the value is kept in the application. (Sorry for the confusion, but apparently the field you are likely seeing on the form is not actually where that data is stored. GRRR.) HTH. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. P.S. Your first initial would not happen to be a "C" would it? :) On Fri, Aug 15, 2008 at 5:12 PM, MCrawford <[EMAIL PROTECTED]> wrote: > Can you clarify step one? I am exporting the following from > HPD:Helpdesk to an ARX file. > > 1 Incident ID > 2 Reported Date > 3 Submit Date > > I open the import tool, and load the form and data. I click 'Add > all'. From here I would think I would have to change the mappings so > that Reported Date = Submit Date, but following your steps I just > change the preference settings to update records and click the start > import button. It gives me the following errors: > > AR System Import Tool Fri Aug 15 17:05:59 2008 > > > > Did not find any matching fields to add as new mappings (ARWARN > 4013) > > Import of d:\documents and settings\matthew.crawford\desktop > \report.arx started. (ARNOTE 4001) > > Record 1 : The value(s) for this entry violate a unique index > that has been defined for this form -- HPD:Help Desk > entry:INC00042965 fields: 100161 100079 100018 > 100019 100080 4 100427 100063 100064 100065 > 20003 20004 20005 240001002 100869 100875 179 7 > 301735100 301734000 (ARERR 382) > &
Re: Null Reported Date ARS7
Yes you canbut it's not supported by anyone...and you need to know the Epoch/Julian (depending on the type of field) that Remedy actually stores in the DB (which you can lookup from the other field, if they are the same data type) -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of MCrawford Sent: Monday, August 18, 2008 9:04 AM To: arslist@ARSLIST.ORG Subject: Re: Null Reported Date ARS7 Out of curiosity, would it be possible to just open the actual ARSystem DB and manually enter the dates? I will give the import another shot with the updated advice. Thank you for the assistance! M.B. On Aug 16, 5:53 pm, Carey Matthew Black <[EMAIL PROTECTED]> wrote: > M.B. > > Sorry for the incomplete answer. I hit the send button to soon. :( > > Yes you need to cross map the value for the field that you want to set > to the field (in the file) that you want it to be set to. > So after you "Add All" > You need to set 'reported date' = $3$ (or whaterver field ID/field > name you are going to use to backfill the data with) before you do the > import. > > BTW: If you look at the 4th line of an ARX file you will see a line like this... > " > FLD-ID 4 1 3 > " > > This is a space separated list of field ID's that were exported in the > arx file. In the example above fields: 4 , 1, and 3 were exported. I > would bet that your ARX file does not have a "1" as a field ID in the > file. > > Also .. I just looked on our ITSM v7 HPD:Helpdesk form and the field 1 > name is 'Entry ID' and it has a prefix of "INC". ( The 'Incident ID' > field is actually field ID 100161 and has a Field DB name of > "Incident Number". This field can not be used to update a record via > the import tool. Unless they finally fixed the idea of doing the > matching on other columns than field 1 when I was not looking. :) ) > > Submit Date = field ID 3 > > Which is why you were getting the errors you were getting. Without a > Field 1 value the Import tool assumes that your trying to create a new > record (like a Submit operation) instead of trying to update an > existing record ( like a Modify) operation. ( Keep in mind the filters > that are triggered are neither Submit, nor Modify. Only Merge filters > are triggered directly by the Import tool. Workflow can the trigger > Submit/Modify filters as a result of Push actions, and even Get Entry > filters too (SetField) but those are other topics for other days. So I > hope that does not confuse the issue any.) > > But there is a twist I was not expecting > Reported Date = field ID 100719, but it is a display only field ( > What the [EMAIL PROTECTED]@[EMAIL PROTECTED]@[EMAIL PROTECTED] ) > So that means that MAYBE if you import the data into that field > there will be workflow on Merge that puts it where it needs to go to > actually keep the value. The general approrach of using the import > tool to backfill the data should work if you can figure out where it > needs to be kept. Maybe the display only field already has workflow no > merge that will work. I think it is worth a shot at least. I doubt it > can hurt anything. (If you do your field map correctly.) > > If the Merge to the display only field fails to get you what your > after then you may need to turn on Filter tracing, do a Submit or a > Modify of a record where you manually set 'Reported Date' to a value > to be able to find where the value is kept in the application. (Sorry > for the confusion, but apparently the field you are likely seeing on > the form is not actually where that data is stored. GRRR.) > > HTH. > > -- > Carey Matthew Black > Remedy Skilled Professional (RSP) > ARS = Action Request System(Remedy) > > Love, then teach > Solution = People + Process + Tools > Fast, Accurate, Cheap Pick two. > > P.S. Your first initial would not happen to be a "C" would it? :) > > > > On Fri, Aug 15, 2008 at 5:12 PM, MCrawford <[EMAIL PROTECTED]> wrote: > > Can you clarify step one? I am exporting the following from > > HPD:Helpdesk to an ARX file. > > > 1 Incident ID > > 2 Reported Date > > 3 Submit Date > > > I open the import tool, and load the form and data. I click 'Add > > all'. From here I would think I would have to change the mappings > > so that Reported Date = Submit Date, but following your steps I just > > change the preference settings to update records and click the start > > import button. It gives me the following errors: > > > AR System Import Tool Fri Aug 15 17:05:59 2008 >
Re: Null Reported Date ARS7
Out of curiosity, would it be possible to just open the actual ARSystem DB and manually enter the dates? I will give the import another shot with the updated advice. Thank you for the assistance! M.B. On Aug 16, 5:53 pm, Carey Matthew Black <[EMAIL PROTECTED]> wrote: > M.B. > > Sorry for the incomplete answer. I hit the send button to soon. :( > > Yes you need to cross map the value for the field that you want to set > to the field (in the file) that you want it to be set to. > So after you "Add All" > You need to set 'reported date' = $3$ (or whaterver field ID/field > name you are going to use to backfill the data with) before you do the > import. > > BTW: If you look at the 4th line of an ARX file you will see a line like > this... > " > FLD-ID 4 1 3 > " > > This is a space separated list of field ID's that were exported in the > arx file. In the example above fields: 4 , 1, and 3 were exported. I > would bet that your ARX file does not have a "1" as a field ID in the > file. > > Also .. I just looked on our ITSM v7 HPD:Helpdesk form and the field 1 > name is 'Entry ID' and it has a prefix of "INC". ( The 'Incident ID' > field is actually field ID 100161 and has a Field DB name of > "Incident Number". This field can not be used to update a record via > the import tool. Unless they finally fixed the idea of doing the > matching on other columns than field 1 when I was not looking. :) ) > > Submit Date = field ID 3 > > Which is why you were getting the errors you were getting. Without a > Field 1 value the Import tool assumes that your trying to create a new > record (like a Submit operation) instead of trying to update an > existing record ( like a Modify) operation. ( Keep in mind the filters > that are triggered are neither Submit, nor Modify. Only Merge filters > are triggered directly by the Import tool. Workflow can the trigger > Submit/Modify filters as a result of Push actions, and even Get Entry > filters too (SetField) but those are other topics for other days. So I > hope that does not confuse the issue any.) > > But there is a twist I was not expecting > Reported Date = field ID 100719, but it is a display only field ( > What the [EMAIL PROTECTED]@[EMAIL PROTECTED]@[EMAIL PROTECTED] ) > So that means that MAYBE if you import the data into that field > there will be workflow on Merge that puts it where it needs to go to > actually keep the value. The general approrach of using the import > tool to backfill the data should work if you can figure out where it > needs to be kept. Maybe the display only field already has workflow no > merge that will work. I think it is worth a shot at least. I doubt it > can hurt anything. (If you do your field map correctly.) > > If the Merge to the display only field fails to get you what your > after then you may need to turn on Filter tracing, do a Submit or a > Modify of a record where you manually set 'Reported Date' to a value > to be able to find where the value is kept in the application. (Sorry > for the confusion, but apparently the field you are likely seeing on > the form is not actually where that data is stored. GRRR.) > > HTH. > > -- > Carey Matthew Black > Remedy Skilled Professional (RSP) > ARS = Action Request System(Remedy) > > Love, then teach > Solution = People + Process + Tools > Fast, Accurate, Cheap Pick two. > > P.S. Your first initial would not happen to be a "C" would it? :) > > > > On Fri, Aug 15, 2008 at 5:12 PM, MCrawford <[EMAIL PROTECTED]> wrote: > > Can you clarify step one? I am exporting the following from > > HPD:Helpdesk to an ARX file. > > > 1 Incident ID > > 2 Reported Date > > 3 Submit Date > > > I open the import tool, and load the form and data. I click 'Add > > all'. From here I would think I would have to change the mappings so > > that Reported Date = Submit Date, but following your steps I just > > change the preference settings to update records and click the start > > import button. It gives me the following errors: > > > AR System Import Tool Fri Aug 15 17:05:59 2008 > > > Did not find any matching fields to add as new mappings (ARWARN > > 4013) > > > Import of d:\documents and settings\matthew.crawford\desktop > > \report.arx started. (ARNOTE 4001) > > > Record 1 : The value(s) for this entry violate a unique index > > that has been defined for this form -- HPD:Help Desk > > entry:INC00042965 fields: 100161 100079 100018 > > 100019 100080 4 100427 100
Re: Null Reported Date ARS7
M.B. Sorry for the incomplete answer. I hit the send button to soon. :( Yes you need to cross map the value for the field that you want to set to the field (in the file) that you want it to be set to. So after you "Add All" You need to set 'reported date' = $3$ (or whaterver field ID/field name you are going to use to backfill the data with) before you do the import. BTW: If you look at the 4th line of an ARX file you will see a line like this... " FLD-ID 4 1 3 " This is a space separated list of field ID's that were exported in the arx file. In the example above fields: 4 , 1, and 3 were exported. I would bet that your ARX file does not have a "1" as a field ID in the file. Also .. I just looked on our ITSM v7 HPD:Helpdesk form and the field 1 name is 'Entry ID' and it has a prefix of "INC". ( The 'Incident ID' field is actually field ID 100161 and has a Field DB name of "Incident Number". This field can not be used to update a record via the import tool. Unless they finally fixed the idea of doing the matching on other columns than field 1 when I was not looking. :) ) Submit Date = field ID 3 Which is why you were getting the errors you were getting. Without a Field 1 value the Import tool assumes that your trying to create a new record (like a Submit operation) instead of trying to update an existing record ( like a Modify) operation. ( Keep in mind the filters that are triggered are neither Submit, nor Modify. Only Merge filters are triggered directly by the Import tool. Workflow can the trigger Submit/Modify filters as a result of Push actions, and even Get Entry filters too (SetField) but those are other topics for other days. So I hope that does not confuse the issue any.) But there is a twist I was not expecting Reported Date = field ID 100719, but it is a display only field ( What the [EMAIL PROTECTED]@[EMAIL PROTECTED]@[EMAIL PROTECTED] ) So that means that MAYBE if you import the data into that field there will be workflow on Merge that puts it where it needs to go to actually keep the value. The general approrach of using the import tool to backfill the data should work if you can figure out where it needs to be kept. Maybe the display only field already has workflow no merge that will work. I think it is worth a shot at least. I doubt it can hurt anything. (If you do your field map correctly.) If the Merge to the display only field fails to get you what your after then you may need to turn on Filter tracing, do a Submit or a Modify of a record where you manually set 'Reported Date' to a value to be able to find where the value is kept in the application. (Sorry for the confusion, but apparently the field you are likely seeing on the form is not actually where that data is stored. GRRR.) HTH. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. P.S. Your first initial would not happen to be a "C" would it? :) On Fri, Aug 15, 2008 at 5:12 PM, MCrawford <[EMAIL PROTECTED]> wrote: > Can you clarify step one? I am exporting the following from > HPD:Helpdesk to an ARX file. > > 1 Incident ID > 2 Reported Date > 3 Submit Date > > I open the import tool, and load the form and data. I click 'Add > all'. From here I would think I would have to change the mappings so > that Reported Date = Submit Date, but following your steps I just > change the preference settings to update records and click the start > import button. It gives me the following errors: > > AR System Import Tool Fri Aug 15 17:05:59 2008 > > > > Did not find any matching fields to add as new mappings (ARWARN > 4013) > > Import of d:\documents and settings\matthew.crawford\desktop > \report.arx started. (ARNOTE 4001) > > Record 1 : The value(s) for this entry violate a unique index > that has been defined for this form -- HPD:Help Desk > entry:INC00042965 fields: 100161 100079 100018 > 100019 100080 4 100427 100063 100064 100065 > 20003 20004 20005 240001002 100869 100875 179 7 > 301735100 301734000 (ARERR 382) > > DATA "INC00045876" "" 1218122557 > > > > On Aug 15, 2:13 pm, Carey Matthew Black <[EMAIL PROTECTED]> wrote: >> M.B. >> >> I am sure there is a way to fix these records. And I would guess that >> one way would be to do something like this: >> >> 1) Export three columns of data from the effected records to an ARX or CSV >> file. >> Field 1 (maybe called 'Request ID', 'Entry ID', 'Call ID' or some >> other name) >> 'reported d
Re: Null Reported Date ARS7
Can you clarify step one? I am exporting the following from HPD:Helpdesk to an ARX file. 1 Incident ID 2 Reported Date 3 Submit Date I open the import tool, and load the form and data. I click 'Add all'. From here I would think I would have to change the mappings so that Reported Date = Submit Date, but following your steps I just change the preference settings to update records and click the start import button. It gives me the following errors: AR System Import Tool Fri Aug 15 17:05:59 2008 Did not find any matching fields to add as new mappings (ARWARN 4013) Import of d:\documents and settings\matthew.crawford\desktop \report.arx started. (ARNOTE 4001) Record 1 : The value(s) for this entry violate a unique index that has been defined for this form -- HPD:Help Desk entry:INC00042965 fields: 100161 100079 100018 100019 100080 4 100427 100063 100064 100065 20003 20004 20005 240001002 100869 100875 179 7 301735100 301734000 (ARERR 382) DATA "INC00045876" "" 1218122557 On Aug 15, 2:13 pm, Carey Matthew Black <[EMAIL PROTECTED]> wrote: > M.B. > > I am sure there is a way to fix these records. And I would guess that > one way would be to do something like this: > > 1) Export three columns of data from the effected records to an ARX or CSV > file. > Field 1 (maybe called 'Request ID', 'Entry ID', 'Call ID' or some > other name) > 'reported date' > Field 3 (maybe called 'Create Date', 'Create-date', or some other name) > > * Note if you do not want to set 'reported date' = 'Create Date' then > pick any other field you want from the existing record and export that > data instead of Field 3. > > 2) Use the Import tool to *update* the existing records. > Select the form, select the file that you exported above, and "Map all" > * Note: Configuring the Import tool to update existing records is > found in File(menu) --> Preferences (menu item) --> Duplicate Request > ID (tab) menu of the import tool. > > Barring any strange Merge filters on the form then that simple process > should work. > > -- > Carey Matthew Black > Remedy Skilled Professional (RSP) > ARS = Action Request System(Remedy) > > Love, then teach > Solution = People + Process + Tools > Fast, Accurate, Cheap Pick two. > > > > On Fri, Aug 15, 2008 at 1:16 PM, MCrawford <[EMAIL PROTECTED]> wrote: > > Greetings, > > > About 100 tickets have been created with blank/null reported dates. > > This is causing issues with reporting. Most of the tickets were > > associated with a single user. I have removed and re-created his > > account, and the error appears to be resolved. However, I need to > > know if there is a way to fix the erroneous tickets? > > > Thanks, > > > M.B. > > > ___ > > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org > > Platinum 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 at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Null Reported Date ARS7
M.B. I am sure there is a way to fix these records. And I would guess that one way would be to do something like this: 1) Export three columns of data from the effected records to an ARX or CSV file. Field 1 (maybe called 'Request ID', 'Entry ID', 'Call ID' or some other name) 'reported date' Field 3 (maybe called 'Create Date', 'Create-date', or some other name) * Note if you do not want to set 'reported date' = 'Create Date' then pick any other field you want from the existing record and export that data instead of Field 3. 2) Use the Import tool to *update* the existing records. Select the form, select the file that you exported above, and "Map all" * Note: Configuring the Import tool to update existing records is found in File(menu) --> Preferences (menu item) --> Duplicate Request ID (tab) menu of the import tool. Barring any strange Merge filters on the form then that simple process should work. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On Fri, Aug 15, 2008 at 1:16 PM, MCrawford <[EMAIL PROTECTED]> wrote: > Greetings, > > About 100 tickets have been created with blank/null reported dates. > This is causing issues with reporting. Most of the tickets were > associated with a single user. I have removed and re-created his > account, and the error appears to be resolved. However, I need to > know if there is a way to fix the erroneous tickets? > > Thanks, > > M.B. > > ___ > 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"
Null Reported Date ARS7
Greetings, About 100 tickets have been created with blank/null reported dates. This is causing issues with reporting. Most of the tickets were associated with a single user. I have removed and re-created his account, and the error appears to be resolved. However, I need to know if there is a way to fix the erroneous tickets? Thanks, M.B. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
