Re: SOLVED: Oddity with Submitter field in e-mail notifications
More than likely the macro was recorded as the user Demo. Axton Grams On 9/6/06, Rick Westbrock [EMAIL PROTECTED] wrote: ** Eureka! I discovered that the Create New Ticket button on our help desk splash screen is calling a macro named OpenNewTicketHD and embedded in that macro is 536870928=Demo where that field number is that of the Submitter field. That is a piece of workflow that I inherited and didn't know about until just now. I can't for the life of me understand why Demo was hard-coded in the macro; when I ran a test on the dev server opening a new ticket with that button it set Submitter to Demo and a field called Submitted By to my username. I know that I can write brand-new workflow for the button to open a new ticket (all it does is open the HD form in submit mode and pre-populate a couple of fields) so that is likely going to be my long term solution. For the short-term I will just change my notification e-mail to send the Submitted By field instead of Submitter. Thanks to everyone who made suggestions, I will definitely remember them for future troubleshooting of other issues. -Rick From: Rick Westbrock Sent: Wednesday, September 06, 2006 3:53 PM To: 'arslist@ARSLIST.ORG' Subject: RE: Oddity with Submitter field in e-mail notifications I spoke too soon in my previous message. The Demo user was removed some time in the past. I have exported all related objects to my form and I'm going through the def file now to look for instances of Demo. -Rick From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3 Sent: Wednesday, September 06, 2006 7:25 AM To: arslist@ARSLIST.ORG Subject: Re: Oddity with Submitter field in e-mail notifications ** Rick: I would not delete this user, but rather rename it to see if the problem moves with this user. Also, some legacy software depend on the existance of user id #1. James McKenzie L-3 GSI From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Westbrock Sent: Tuesday, September 05, 2006 4:22 PM To: arslist@ARSLIST.ORG Subject: Re: Oddity with Submitter field in e-mail notifications ** Excellent idea on checking the deffile, I'll try that next. I may also have to have some users turn on logging (I normally have all logging off for normal users). The Demo user was still there when I took over as Remedy Admin several years ago and is still the Owner of many, many objects. Will it break any objects owned by Demo if I delete that user? -Rick From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Tuesday, September 05, 2006 3:53 PM To: arslist@ARSLIST.ORG Subject: Re: Oddity with Submitter field in e-mail notifications ** Don't really understart this, Demo came with the startpacket, as soon admin-accounts have been created in the userform, ok to delete Demo. I guess Demo has been free for a while, active, so Demo is in field 'Submitter', 'Changed by' and ... Your wf reads the submitterfield, an 199 of 200 has real names Not Demo In our appl Demo is a non existing name since long time. Some wf setting DEMO sometimes? Submitter-mode set to locked? It means you are not allowed to chanhe the data to get rid of it finally. Possible to switch and then set locked again? (If you need to change field 'Cretaed' Often when a form is saved as, a lot of data is tranfered to the new form, I try to replace Demo as Owner to something else. The same with helptext And Check if there are type Defaulvaues using Demo. Why not search in the deffile for Demo? and change Owner = Demo Turn on logging to see if that can give something. Good Luck! L asr -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Rick Westbrock Sent: Wednesday, September 06, 2006 12:01 AM To: arslist@ARSLIST.ORG Subject: Oddity with Submitter field in e-mail notifications ** I'm running 5.1.2 on Windows 2000, MS-SQL 2000 and I'm seeing inconsistent results from a notification e-mail that is sent by a filter. The filter fires on Submit and one of the fields in the body of the e-mail is set to Submitter. Most of the time it populates the correct user name but I've now seen a couple e-mails go out with Demo as the username. When I check that ticket I see the correct username in the status history and work log so I'm puzzled as to why it would substitute Demo at all. The frustrating part is that I have two e-mails sent within ten minutes of each other and one shows the correct user name and the other shows Demo for the Submitter field. Any clues as to why this might happen? -Rick __20060125___This posting
Re: SOLVED: Oddity with Submitter field in e-mail notifications
Rick: Glad you found this problem. May all of your future endevours be much easier. BTW, the Submiited by field (field id 2) is what Remedy will look at to see who the submitter really was. James McKenzie _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Westbrock Sent: Wednesday, September 06, 2006 6:14 PM To: arslist@ARSLIST.ORG Subject: SOLVED: Oddity with Submitter field in e-mail notifications ** Eureka! I discovered that the Create New Ticket button on our help desk splash screen is calling a macro named OpenNewTicketHD and embedded in that macro is 536870928=Demo where that field number is that of the Submitter field. That is a piece of workflow that I inherited and didn't know about until just now. I can't for the life of me understand why Demo was hard-coded in the macro; when I ran a test on the dev server opening a new ticket with that button it set Submitter to Demo and a field called Submitted By to my username. I know that I can write brand-new workflow for the button to open a new ticket (all it does is open the HD form in submit mode and pre-populate a couple of fields) so that is likely going to be my long term solution. For the short-term I will just change my notification e-mail to send the Submitted By field instead of Submitter. Thanks to everyone who made suggestions, I will definitely remember them for future troubleshooting of other issues. -Rick _ From: Rick Westbrock Sent: Wednesday, September 06, 2006 3:53 PM To: 'arslist@ARSLIST.ORG' Subject: RE: Oddity with Submitter field in e-mail notifications I spoke too soon in my previous message. The Demo user was removed some time in the past. I have exported all related objects to my form and I'm going through the def file now to look for instances of Demo. -Rick _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3 Sent: Wednesday, September 06, 2006 7:25 AM To: arslist@ARSLIST.ORG Subject: Re: Oddity with Submitter field in e-mail notifications ** Rick: I would not delete this user, but rather rename it to see if the problem moves with this user. Also, some legacy software depend on the existance of user id #1. James McKenzie L-3 GSI From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG ] On Behalf Of Rick Westbrock Sent: Tuesday, September 05, 2006 4:22 PM To: arslist@ARSLIST.ORG Subject: Re: Oddity with Submitter field in e-mail notifications ** Excellent idea on checking the deffile, I'll try that next. I may also have to have some users turn on logging (I normally have all logging off for normal users). The Demo user was still there when I took over as Remedy Admin several years ago and is still the Owner of many, many objects. Will it break any objects owned by Demo if I delete that user? -Rick From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG ] On Behalf Of [EMAIL PROTECTED] Sent: Tuesday, September 05, 2006 3:53 PM To: arslist@ARSLIST.ORG Subject: Re: Oddity with Submitter field in e-mail notifications ** Don't really understart this, Demo came with the startpacket, as soon admin-accounts have been created in the userform, ok to delete Demo. I guess Demo has been free for a while, active, so Demo is in field 'Submitter', 'Changed by' and ... Your wf reads the submitterfield, an 199 of 200 has real names Not Demo In our appl Demo is a non existing name since long time. Some wf setting DEMO sometimes? Submitter-mode set to locked? It means you are not allowed to chanhe the data to get rid of it finally. Possible to switch and then set locked again? (If you need to change field 'Cretaed' Often when a form is saved as, a lot of data is tranfered to the new form, I try to replace Demo as Owner to something else. The same with helptext And Check if there are type Defaulvaues using Demo. Why not search in the deffile for Demo? and change Owner = Demo Turn on logging to see if that can give something. Good Luck! L asr -Original Message- From: Action Request System discussion list(ARSList) ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
SOLVED: Oddity with Submitter field in e-mail notifications
Title: RE: Oddity with Submitter field in e-mail notifications ** Eureka! I discovered that the "Create New Ticket" button on our help desk splash screen is calling a macro named OpenNewTicketHD and embedded in that macro is "536870928=Demo" where that field number is that of the Submitter field. That is a piece of workflow that I inherited and didn't know about until just now. I can't for the life of me understand why Demo was hard-coded in the macro; when I ran a test on the dev server opening a new ticket with that button it set Submitter to Demo and a field called Submitted By to my username. I know that I can write brand-new workflow for the button to open a new ticket (all it does is open the HD form in submit mode and pre-populate a couple of fields) so that is likely going to be my long term solution. For the short-term I will just change my notification e-mail to send the Submitted By field instead of Submitter. Thanks to everyone who made suggestions, I will definitely remember them for future troubleshooting of other issues. -Rick From: Rick Westbrock Sent: Wednesday, September 06, 2006 3:53 PMTo: 'arslist@ARSLIST.ORG'Subject: RE: Oddity with Submitter field in e-mail notifications I spoke too soon in my previous message. The Demo user was removed some time in the past. I have exported all related objects to my form and I'm going through the def file now to look for instances of Demo. -Rick From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3Sent: Wednesday, September 06, 2006 7:25 AMTo: arslist@ARSLIST.ORGSubject: Re: Oddity with Submitter field in e-mail notifications ** Rick: I would not delete this user, but rather rename it to see if the problem moves with this user. Also, some legacy software depend on the existance of user id #1. James McKenzie L-3 GSI From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Westbrock Sent: Tuesday, September 05, 2006 4:22 PM To: arslist@ARSLIST.ORG Subject: Re: Oddity with Submitter field in e-mail notifications ** Excellent idea on checking the deffile, I'll try that next. I may also have to have some users turn on logging (I normally have all logging off for normal users). The Demo user was still there when I took over as Remedy Admin several years ago and is still the Owner of many, many objects. Will it break any objects owned by Demo if I delete that user? -Rick From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of [EMAIL PROTECTED] Sent: Tuesday, September 05, 2006 3:53 PM To: arslist@ARSLIST.ORG Subject: Re: Oddity with Submitter field in e-mail notifications ** Don't really understart this, Demo came with the startpacket, as soon admin-accounts have been created in the userform, ok to delete Demo. I guess Demo has been free for a while, active, so Demo is in field 'Submitter', 'Changed by' and ... Your wf reads the submitterfield, an 199 of 200 has real names Not Demo In our appl Demo is a non existing name since long time. Some wf setting DEMO sometimes? Submitter-mode set to locked? It means you are not allowed to chanhe the data to get rid of it finally. Possible to switch and then set locked again? (If you need to change field 'Cretaed' Often when a form is saved as, a lot of data is tranfered to the new form, I try to replace Demo as Owner to something else. The same with helptext And Check if there are type Defaulvaues using Demo. Why not search in the deffile for Demo? and change Owner = "Demo" Turn on logging to see if that can give something. Good Luck! L asr -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]On Behalf Of Rick Westbrock Sent: Wednesday, September 06, 2006 12:01 AM To: arslist@ARSLIST.ORG Subject: Oddity with Submitter field in e-mail notifications ** I'm running 5.1.2 on Windows 2000, MS-SQL 2000 and I'm seeing inconsistent results from a notification e-mail that is sent by a filter. The filter fires on Submit and one of the fields in the body of the e-mail is set to Submitter. Most of the time it populates the correct user name but I've now seen a couple e-mails go out with Demo as the username. When I check that ticket I see the correct username in the status history and work log so I'm puzzled as to why it would substitute Demo at all. The frustrating part is that I have two e-mails sent within ten minutes of each other and one shows the correct user name and the other shows Demo for the Submitter field. Any clues as to why this might happen? -Rick __20060125___This posting was submitted with HTML in it___
