911: SRM 7.6.4
Hi, We have a requirement to create SRDs. The info that I received from our team:: - New service Tier 1, Tier 2, Tier 3 Category - The name of the Service requested - The support group details - A Work order needs to be created. Is there any info missing that I need to create the SRD? What are the steps to create the SRD? The technical guide provided me with the following 1. Build Work Order Template 2. Build AOT 3. Build PDT 4. Build SRD When a user requests a specific service, do we need to follow all of these steps above in order to create a Work Order? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Reuse a Cart in SRM 7.6.4
Has anyone here ever created something that allows you to re-use a cart after it has been submitted? Like creating a Favorite cart for many requests that get requested all the time. ITSM 7.6.04 SP2 ARS 7.6.04 SP3 Oracle 11.2.0.3.0 - 64bit Production Win 2008 Server Claire Sanford Information Systems Division Memorial Hermann Healthcare System claire.sanf...@memorialhermann.org ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Reuse a Cart in SRM 7.6.4
It isn't that, but what I've done is to create a PDT containing other PDTs as a package that gets submitted from one form, with several branches within the higher level PDT to only submit what's needed within the process. It's for my onboarding process and looks something like: On-boarding form -- On-boarding PDT -- If PC needed select what kind then pass to PC provisioning PDT -- If Telephone is needed then pass to Telephony provisioning PDT -- ...cell phone/air card, GPS, various common applications, etc. Several of these exist on their own. For example, the software PDTs have been used for several years prior to me making one for on-boarding so it doesn't matter whether it's a new hire or someone just needing something new to do their jobs. The PC one is tied to a Change Template we've used for years to deploy new PCs, so there was very little learning curve on the parts of those teams. This is still a work in progress, it has been in production just a month or two and we're still struggling to reconcile the process due to the fact that we have one application used for security rights access and we use the SRM form for everything else. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire Sent: Monday, November 25, 2013 10:53 AM To: arslist@ARSLIST.ORG Subject: Reuse a Cart in SRM 7.6.4 ** Has anyone here ever created something that allows you to re-use a cart after it has been submitted? Like creating a Favorite cart for many requests that get requested all the time. ITSM 7.6.04 SP2 ARS 7.6.04 SP3 Oracle 11.2.0.3.0 - 64bit Production Win 2008 Server Claire Sanford Information Systems Division Memorial Hermann Healthcare System claire.sanf...@memorialhermann.orgmailto:claire.sanf...@memorialhermann.org _ARSlist: Where the Answers Are and have been for 20 years_ Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
ARS 8.1 and SRM 7.6.4 incompatibility with Internet Explorer
Good morning, I've recently run across an issue where after upgrading to ARS 8.1, fields with menus on SRM stops working with Internet Explorer. The only way I see to get it working is to go into my browser settings by hitting F12 and changing the Document Mode from IE9 standards to IE8 standards. However, I'd like to find an actual fix, especially one that doesn't presumably require some obscure update to be rolled out to all PCs within the organization. From what I can tell by looking on Google, it seems like the culprit is BMC setting this tag in the header: meta http-equiv=X-UA-Compatible content=IE=Edge Unfortunately I have no idea where this comes from, or I'd test setting it to: meta http-equiv=X-UA-Compatible content=IE=IE8 I think that could work, but at this point I'm looking at my options and hoping to hear from BMC soon. Thanks, Shawn Pierson Remedy Developer | Energy Transfer Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: ARS 8.1 and SRM 7.6.4 incompatibility with Internet Explorer
Prior to David Easter leaving I remember that he answered a question that there were some issues with ARS and IE9. You may want to query the List Archives. -Original Message- From: Pierson, Shawn shawn.pier...@energytransfer.com To: arslist arslist@ARSLIST.ORG Sent: Fri, Nov 22, 2013 7:50 am Subject: ARS 8.1 and SRM 7.6.4 incompatibility with Internet Explorer ** Good morning, I’ve recently run across an issue where after upgrading to ARS 8.1, fields with menus on SRM stops working with Internet Explorer. The only way I see to get it working is to go into my browser settings by hitting F12 and changing the Document Mode from IE9 standards to IE8 standards. However, I’d like to find an actual fix, especially one that doesn’t presumably require some obscure update to be rolled out to all PCs within the organization. From what I can tell by looking on Google, it seems like the culprit is BMC setting this tag in the header: metahttp-equiv=X-UA-Compatiblecontent=IE=Edge Unfortunately I have no idea where this comes from, or I’d test setting it to: metahttp-equiv=X-UA-Compatiblecontent=IE=IE8 I think that could work, but at this point I’m looking at my options and hoping to hear from BMC soon. Thanks, Shawn Pierson Remedy Developer | Energy Transfer Private and confidential as detailed here. If you cannot access hyperlink, please e-mail sender. _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: ARS 8.1 and SRM 7.6.4 incompatibility with Internet Explorer
Thanks. I took a look and I don’t think they specifically apply to this specific issue. I’m reading up on Tomcat now because it looks like I might be able to set up a filter to override the page headers and set that meta tag correctly. I don’t know why BMC is setting it to “edge” which is according to Microsoft is an experimental setting in all versions prior to IE 11. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice Sent: Friday, November 22, 2013 7:38 AM To: arslist@ARSLIST.ORG Subject: Re: ARS 8.1 and SRM 7.6.4 incompatibility with Internet Explorer ** Prior to David Easter leaving I remember that he answered a question that there were some issues with ARS and IE9. You may want to query the List Archives. -Original Message- From: Pierson, Shawn shawn.pier...@energytransfer.commailto:shawn.pier...@energytransfer.com To: arslist arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Sent: Fri, Nov 22, 2013 7:50 am Subject: ARS 8.1 and SRM 7.6.4 incompatibility with Internet Explorer ** Good morning, I’ve recently run across an issue where after upgrading to ARS 8.1, fields with menus on SRM stops working with Internet Explorer. The only way I see to get it working is to go into my browser settings by hitting F12 and changing the Document Mode from IE9 standards to IE8 standards. However, I’d like to find an actual fix, especially one that doesn’t presumably require some obscure update to be rolled out to all PCs within the organization. From what I can tell by looking on Google, it seems like the culprit is BMC setting this tag in the header: meta http-equiv=X-UA-Compatible content=IE=Edge Unfortunately I have no idea where this comes from, or I’d test setting it to: meta http-equiv=X-UA-Compatible content=IE=IE8 I think that could work, but at this point I’m looking at my options and hoping to hear from BMC soon. Thanks, Shawn Pierson Remedy Developer | Energy Transfer Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: ARS 8.1 and SRM 7.6.4 incompatibility with Internet Explorer
Interestingly, in the config.properties file of the Mid Tier I found this setting: arsystem.emit_X_UA_compatible_mode=true Changing it to false doesn’t actually do anything as far as I can tell, but hopefully I can find a hidden setting somewhere in the Mid Tier to fix this. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice Sent: Friday, November 22, 2013 7:38 AM To: arslist@ARSLIST.ORG Subject: Re: ARS 8.1 and SRM 7.6.4 incompatibility with Internet Explorer ** Prior to David Easter leaving I remember that he answered a question that there were some issues with ARS and IE9. You may want to query the List Archives. -Original Message- From: Pierson, Shawn shawn.pier...@energytransfer.commailto:shawn.pier...@energytransfer.com To: arslist arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Sent: Fri, Nov 22, 2013 7:50 am Subject: ARS 8.1 and SRM 7.6.4 incompatibility with Internet Explorer ** Good morning, I’ve recently run across an issue where after upgrading to ARS 8.1, fields with menus on SRM stops working with Internet Explorer. The only way I see to get it working is to go into my browser settings by hitting F12 and changing the Document Mode from IE9 standards to IE8 standards. However, I’d like to find an actual fix, especially one that doesn’t presumably require some obscure update to be rolled out to all PCs within the organization. From what I can tell by looking on Google, it seems like the culprit is BMC setting this tag in the header: meta http-equiv=X-UA-Compatible content=IE=Edge Unfortunately I have no idea where this comes from, or I’d test setting it to: meta http-equiv=X-UA-Compatible content=IE=IE8 I think that could work, but at this point I’m looking at my options and hoping to hear from BMC soon. Thanks, Shawn Pierson Remedy Developer | Energy Transfer Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: ARS 8.1 and SRM 7.6.4 incompatibility with Internet Explorer
Have you tried the latest Mid-tier hotfix? Maybe there is something there. Some of those monthly hotfixes make a difference. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Friday, November 22, 2013 8:39 AM To: arslist@ARSLIST.ORG Subject: Re: ARS 8.1 and SRM 7.6.4 incompatibility with Internet Explorer ** Interestingly, in the config.properties file of the Mid Tier I found this setting: arsystem.emit_X_UA_compatible_mode=true Changing it to false doesn’t actually do anything as far as I can tell, but hopefully I can find a hidden setting somewhere in the Mid Tier to fix this. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice Sent: Friday, November 22, 2013 7:38 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS 8.1 and SRM 7.6.4 incompatibility with Internet Explorer ** Prior to David Easter leaving I remember that he answered a question that there were some issues with ARS and IE9. You may want to query the List Archives. -Original Message- From: Pierson, Shawn shawn.pier...@energytransfer.commailto:shawn.pier...@energytransfer.com To: arslist arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Sent: Fri, Nov 22, 2013 7:50 am Subject: ARS 8.1 and SRM 7.6.4 incompatibility with Internet Explorer ** Good morning, I’ve recently run across an issue where after upgrading to ARS 8.1, fields with menus on SRM stops working with Internet Explorer. The only way I see to get it working is to go into my browser settings by hitting F12 and changing the Document Mode from IE9 standards to IE8 standards. However, I’d like to find an actual fix, especially one that doesn’t presumably require some obscure update to be rolled out to all PCs within the organization. From what I can tell by looking on Google, it seems like the culprit is BMC setting this tag in the header: meta http-equiv=X-UA-Compatible content=IE=Edge Unfortunately I have no idea where this comes from, or I’d test setting it to: meta http-equiv=X-UA-Compatible content=IE=IE8 I think that could work, but at this point I’m looking at my options and hoping to hear from BMC soon. Thanks, Shawn Pierson Remedy Developer | Energy Transfer Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: ARS 8.1 and SRM 7.6.4 incompatibility with Internet Explorer
The latest being 8.1 Patch 2 or is there something newer? Thanks, Shawn Pierson Remedy Developer | Energy Transfer 1300 Main St. Houston, TX 77002 | 713.989.7226 IT Service Desk: 1.855.658.2468 If you would like to report an issue with Remedy, please click herehttp://remedy/issue.html to enter an Incident. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire Sent: Friday, November 22, 2013 8:51 AM To: arslist@ARSLIST.ORG Subject: Re: ARS 8.1 and SRM 7.6.4 incompatibility with Internet Explorer ** Have you tried the latest Mid-tier hotfix? Maybe there is something there. Some of those monthly hotfixes make a difference. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Friday, November 22, 2013 8:39 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS 8.1 and SRM 7.6.4 incompatibility with Internet Explorer ** Interestingly, in the config.properties file of the Mid Tier I found this setting: arsystem.emit_X_UA_compatible_mode=true Changing it to false doesn’t actually do anything as far as I can tell, but hopefully I can find a hidden setting somewhere in the Mid Tier to fix this. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice Sent: Friday, November 22, 2013 7:38 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS 8.1 and SRM 7.6.4 incompatibility with Internet Explorer ** Prior to David Easter leaving I remember that he answered a question that there were some issues with ARS and IE9. You may want to query the List Archives. -Original Message- From: Pierson, Shawn shawn.pier...@energytransfer.commailto:shawn.pier...@energytransfer.com To: arslist arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Sent: Fri, Nov 22, 2013 7:50 am Subject: ARS 8.1 and SRM 7.6.4 incompatibility with Internet Explorer ** Good morning, I’ve recently run across an issue where after upgrading to ARS 8.1, fields with menus on SRM stops working with Internet Explorer. The only way I see to get it working is to go into my browser settings by hitting F12 and changing the Document Mode from IE9 standards to IE8 standards. However, I’d like to find an actual fix, especially one that doesn’t presumably require some obscure update to be rolled out to all PCs within the organization. From what I can tell by looking on Google, it seems like the culprit is BMC setting this tag in the header: meta http-equiv=X-UA-Compatible content=IE=Edge Unfortunately I have no idea where this comes from, or I’d test setting it to: meta http-equiv=X-UA-Compatible content=IE=IE8 I think that could work, but at this point I’m looking at my options and hoping to hear from BMC soon. Thanks, Shawn Pierson Remedy Developer | Energy Transfer Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: ARS 8.1 and SRM 7.6.4 incompatibility with Internet Explorer
8.1 Patch 2 is the latest released patchthere are other hot fixes that are newer, but they aren't 'released' yet On Fri, Nov 22, 2013 at 7:58 AM, Pierson, Shawn shawn.pier...@energytransfer.com wrote: ** The latest being 8.1 Patch 2 or is there something newer? Thanks, *Shawn Pierson * Remedy Developer | Energy Transfer 1300 Main St. Houston, TX 77002 | 713.989.7226 *IT Service Desk: *1.855.658.2468 If you would like to report an issue with Remedy, please click herehttp://remedy/issue.html to enter an Incident. *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Sanford, Claire *Sent:* Friday, November 22, 2013 8:51 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: ARS 8.1 and SRM 7.6.4 incompatibility with Internet Explorer ** Have you tried the latest Mid-tier hotfix? Maybe there is something there. Some of those monthly hotfixes make a difference. *From:* Action Request System discussion list(ARSList) [ mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG] *On Behalf Of *Pierson, Shawn *Sent:* Friday, November 22, 2013 8:39 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: ARS 8.1 and SRM 7.6.4 incompatibility with Internet Explorer ** Interestingly, in the config.properties file of the Mid Tier I found this setting: arsystem.emit_X_UA_compatible_mode=true Changing it to false doesn’t actually do anything as far as I can tell, but hopefully I can find a hidden setting somewhere in the Mid Tier to fix this. Thanks, *Shawn Pierson * Remedy Developer | Energy Transfer *From:* Action Request System discussion list(ARSList) [ mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG] *On Behalf Of *Roger Justice *Sent:* Friday, November 22, 2013 7:38 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: ARS 8.1 and SRM 7.6.4 incompatibility with Internet Explorer ** Prior to David Easter leaving I remember that he answered a question that there were some issues with ARS and IE9. You may want to query the List Archives. -Original Message- From: Pierson, Shawn shawn.pier...@energytransfer.com To: arslist arslist@ARSLIST.ORG Sent: Fri, Nov 22, 2013 7:50 am Subject: ARS 8.1 and SRM 7.6.4 incompatibility with Internet Explorer ** Good morning, I’ve recently run across an issue where after upgrading to ARS 8.1, fields with menus on SRM stops working with Internet Explorer. The only way I see to get it working is to go into my browser settings by hitting F12 and changing the Document Mode from IE9 standards to IE8 standards. However, I’d like to find an actual fix, especially one that doesn’t presumably require some obscure update to be rolled out to all PCs within the organization. From what I can tell by looking on Google, it seems like the culprit is BMC setting this tag in the header: meta http-equiv=X-UA-Compatible content=IE=Edge Unfortunately I have no idea where this comes from, or I’d test setting it to: meta http-equiv=X-UA-Compatible content=IE=IE8 I think that could work, but at this point I’m looking at my options and hoping to hear from BMC soon. Thanks, *Shawn Pierson * Remedy Developer | Energy Transfer Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: ARS 8.1 and SRM 7.6.4 incompatibility with Internet Explorer
There is that super secret site that has the monthly hot fix. That is what I was talking about. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing Sent: Friday, November 22, 2013 9:06 AM To: arslist@ARSLIST.ORG Subject: Re: ARS 8.1 and SRM 7.6.4 incompatibility with Internet Explorer ** 8.1 Patch 2 is the latest released patchthere are other hot fixes that are newer, but they aren't 'released' yet On Fri, Nov 22, 2013 at 7:58 AM, Pierson, Shawn shawn.pier...@energytransfer.commailto:shawn.pier...@energytransfer.com wrote: ** The latest being 8.1 Patch 2 or is there something newer? Thanks, Shawn Pierson Remedy Developer | Energy Transfer 1300 Main St. Houston, TX 77002 | 713.989.7226tel:713.989.7226 IT Service Desk: 1.855.658.2468tel:1.855.658.2468 If you would like to report an issue with Remedy, please click herehttp://remedy/issue.html to enter an Incident. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire Sent: Friday, November 22, 2013 8:51 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS 8.1 and SRM 7.6.4 incompatibility with Internet Explorer ** Have you tried the latest Mid-tier hotfix? Maybe there is something there. Some of those monthly hotfixes make a difference. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Friday, November 22, 2013 8:39 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS 8.1 and SRM 7.6.4 incompatibility with Internet Explorer ** Interestingly, in the config.properties file of the Mid Tier I found this setting: arsystem.emit_X_UA_compatible_mode=true Changing it to false doesn't actually do anything as far as I can tell, but hopefully I can find a hidden setting somewhere in the Mid Tier to fix this. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice Sent: Friday, November 22, 2013 7:38 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS 8.1 and SRM 7.6.4 incompatibility with Internet Explorer ** Prior to David Easter leaving I remember that he answered a question that there were some issues with ARS and IE9. You may want to query the List Archives. -Original Message- From: Pierson, Shawn shawn.pier...@energytransfer.commailto:shawn.pier...@energytransfer.com To: arslist arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Sent: Fri, Nov 22, 2013 7:50 am Subject: ARS 8.1 and SRM 7.6.4 incompatibility with Internet Explorer ** Good morning, I've recently run across an issue where after upgrading to ARS 8.1, fields with menus on SRM stops working with Internet Explorer. The only way I see to get it working is to go into my browser settings by hitting F12 and changing the Document Mode from IE9 standards to IE8 standards. However, I'd like to find an actual fix, especially one that doesn't presumably require some obscure update to be rolled out to all PCs within the organization. From what I can tell by looking on Google, it seems like the culprit is BMC setting this tag in the header: meta http-equiv=X-UA-Compatible content=IE=Edge Unfortunately I have no idea where this comes from, or I'd test setting it to: meta http-equiv=X-UA-Compatible content=IE=IE8 I think that could work, but at this point I'm looking at my options and hoping to hear from BMC soon. Thanks, Shawn Pierson Remedy Developer | Energy Transfer Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: ARS 8.1 and SRM 7.6.4 incompatibility with Internet Explorer
I'm not aware of that site I guess because I never apply patches or hotfixes unless I run into an issue (7.6.4 and later seem to have a hydra of defects, kill one defect and in the process create two new defects.) Thanks, Shawn Pierson Remedy Developer | Energy Transfer 1300 Main St. Houston, TX 77002 | 713.989.7226 IT Service Desk: 1.855.658.2468 If you would like to report an issue with Remedy, please click herehttp://remedy/issue.html to enter an Incident. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire Sent: Friday, November 22, 2013 9:17 AM To: arslist@ARSLIST.ORG Subject: Re: ARS 8.1 and SRM 7.6.4 incompatibility with Internet Explorer ** There is that super secret site that has the monthly hot fix. That is what I was talking about. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing Sent: Friday, November 22, 2013 9:06 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS 8.1 and SRM 7.6.4 incompatibility with Internet Explorer ** 8.1 Patch 2 is the latest released patchthere are other hot fixes that are newer, but they aren't 'released' yet On Fri, Nov 22, 2013 at 7:58 AM, Pierson, Shawn shawn.pier...@energytransfer.commailto:shawn.pier...@energytransfer.com wrote: ** The latest being 8.1 Patch 2 or is there something newer? Thanks, Shawn Pierson Remedy Developer | Energy Transfer 1300 Main St. Houston, TX 77002 | 713.989.7226tel:713.989.7226 IT Service Desk: 1.855.658.2468tel:1.855.658.2468 If you would like to report an issue with Remedy, please click herehttp://remedy/issue.html to enter an Incident. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire Sent: Friday, November 22, 2013 8:51 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS 8.1 and SRM 7.6.4 incompatibility with Internet Explorer ** Have you tried the latest Mid-tier hotfix? Maybe there is something there. Some of those monthly hotfixes make a difference. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Friday, November 22, 2013 8:39 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS 8.1 and SRM 7.6.4 incompatibility with Internet Explorer ** Interestingly, in the config.properties file of the Mid Tier I found this setting: arsystem.emit_X_UA_compatible_mode=true Changing it to false doesn't actually do anything as far as I can tell, but hopefully I can find a hidden setting somewhere in the Mid Tier to fix this. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice Sent: Friday, November 22, 2013 7:38 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS 8.1 and SRM 7.6.4 incompatibility with Internet Explorer ** Prior to David Easter leaving I remember that he answered a question that there were some issues with ARS and IE9. You may want to query the List Archives. -Original Message- From: Pierson, Shawn shawn.pier...@energytransfer.commailto:shawn.pier...@energytransfer.com To: arslist arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Sent: Fri, Nov 22, 2013 7:50 am Subject: ARS 8.1 and SRM 7.6.4 incompatibility with Internet Explorer ** Good morning, I've recently run across an issue where after upgrading to ARS 8.1, fields with menus on SRM stops working with Internet Explorer. The only way I see to get it working is to go into my browser settings by hitting F12 and changing the Document Mode from IE9 standards to IE8 standards. However, I'd like to find an actual fix, especially one that doesn't presumably require some obscure update to be rolled out to all PCs within the organization. From what I can tell by looking on Google, it seems like the culprit is BMC setting this tag in the header: meta http-equiv=X-UA-Compatible content=IE=Edge Unfortunately I have no idea where this comes from, or I'd test setting it to: meta http-equiv=X-UA-Compatible content=IE=IE8 I think that could work, but at this point I'm looking at my options and hoping to hear from BMC soon. Thanks, Shawn Pierson Remedy Developer | Energy Transfer Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ Private and confidential as detailed herehttp
SOLVED: ARS 8.1 and SRM 7.6.4 incompatibility with Internet Explorer
BMC provided me with a jar file that fixed the issue for me. Oddly enough, this feels like it's at least the third time I had to get a different SRMSServiceRequestBrowser.jar since going to 7.6.4. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire Sent: Friday, November 22, 2013 9:17 AM To: arslist@ARSLIST.ORG Subject: Re: ARS 8.1 and SRM 7.6.4 incompatibility with Internet Explorer ** There is that super secret site that has the monthly hot fix. That is what I was talking about. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing Sent: Friday, November 22, 2013 9:06 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS 8.1 and SRM 7.6.4 incompatibility with Internet Explorer ** 8.1 Patch 2 is the latest released patchthere are other hot fixes that are newer, but they aren't 'released' yet On Fri, Nov 22, 2013 at 7:58 AM, Pierson, Shawn shawn.pier...@energytransfer.commailto:shawn.pier...@energytransfer.com wrote: ** The latest being 8.1 Patch 2 or is there something newer? Thanks, Shawn Pierson Remedy Developer | Energy Transfer 1300 Main St. Houston, TX 77002 | 713.989.7226tel:713.989.7226 IT Service Desk: 1.855.658.2468tel:1.855.658.2468 If you would like to report an issue with Remedy, please click herehttp://remedy/issue.html to enter an Incident. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire Sent: Friday, November 22, 2013 8:51 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS 8.1 and SRM 7.6.4 incompatibility with Internet Explorer ** Have you tried the latest Mid-tier hotfix? Maybe there is something there. Some of those monthly hotfixes make a difference. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Friday, November 22, 2013 8:39 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS 8.1 and SRM 7.6.4 incompatibility with Internet Explorer ** Interestingly, in the config.properties file of the Mid Tier I found this setting: arsystem.emit_X_UA_compatible_mode=true Changing it to false doesn't actually do anything as far as I can tell, but hopefully I can find a hidden setting somewhere in the Mid Tier to fix this. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice Sent: Friday, November 22, 2013 7:38 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS 8.1 and SRM 7.6.4 incompatibility with Internet Explorer ** Prior to David Easter leaving I remember that he answered a question that there were some issues with ARS and IE9. You may want to query the List Archives. -Original Message- From: Pierson, Shawn shawn.pier...@energytransfer.commailto:shawn.pier...@energytransfer.com To: arslist arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Sent: Fri, Nov 22, 2013 7:50 am Subject: ARS 8.1 and SRM 7.6.4 incompatibility with Internet Explorer ** Good morning, I've recently run across an issue where after upgrading to ARS 8.1, fields with menus on SRM stops working with Internet Explorer. The only way I see to get it working is to go into my browser settings by hitting F12 and changing the Document Mode from IE9 standards to IE8 standards. However, I'd like to find an actual fix, especially one that doesn't presumably require some obscure update to be rolled out to all PCs within the organization. From what I can tell by looking on Google, it seems like the culprit is BMC setting this tag in the header: meta http-equiv=X-UA-Compatible content=IE=Edge Unfortunately I have no idea where this comes from, or I'd test setting it to: meta http-equiv=X-UA-Compatible content=IE=IE8 I think that could work, but at this point I'm looking at my options and hoping to hear from BMC soon. Thanks, Shawn Pierson Remedy Developer | Energy Transfer Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_
SRM 7.6.4 Customization
** Good afternoon list, Wanted to find out if anyone has successfully been able to customize the look and feel of SRM Request Console? Here is our challange. OOB functionality - If you create multi-tier categories and attach to an SRD then try to navigate you get the following results: 1) 1st Category or Tier 1 display as cells/tiles. 2) Click browse sub-categories for Category 2/Tier 2 and the display shows up as white background with links (Looks Horrible). We are looking customize it so the 2nd tier either looks similar to Category 1 display or at least looks presentable. We are using SRM 7.6.4 SP3 Any suggestion would be appreciated. Thanks Rafael _ARSlist: "Where the Answers Are" and have been for 20 years_
Re: SRM 7.6.4 Customization
Check out this link… https://communities.bmc.com/docs/DOC-23501 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rafael Rodriguez Sent: Thursday, November 07, 2013 12:25 PM To: arslist@ARSLIST.ORG Subject: SRM 7.6.4 Customization ** Good afternoon list, Wanted to find out if anyone has successfully been able to customize the look and feel of SRM Request Console? Here is our challange. OOB functionality - If you create multi-tier categories and attach to an SRD then try to navigate you get the following results: 1) 1st Category or Tier 1 display as cells/tiles. 2) Click browse sub-categories for Category 2/Tier 2 and the display shows up as white background with links (Looks Horrible). We are looking customize it so the 2nd tier either looks similar to Category 1 display or at least looks presentable. We are using SRM 7.6.4 SP3 Any suggestion would be appreciated. Thanks Rafael _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: SRM 7.6.4 Customization
Are you looking at upgrading to SRM 8 any time soon? There is a huge UI improvement where the different tiers do not completely change the layout as you noted. Jason On Nov 7, 2013 10:25 AM, Rafael Rodriguez remedyde...@gmail.com wrote: ** Good afternoon list, Wanted to find out if anyone has successfully been able to customize the look and feel of SRM Request Console? Here is our challange. OOB functionality - If you create multi-tier categories and attach to an SRD then try to navigate you get the following results: 1) 1st Category or Tier 1 display as cells/tiles. 2) Click browse sub-categories for Category 2/Tier 2 and the display shows up as white background with links (Looks Horrible). We are looking customize it so the 2nd tier either looks similar to Category 1 display or at least looks presentable. We are using SRM 7.6.4 SP3 Any suggestion would be appreciated. Thanks Rafael _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
SRM 7.6.4 to Incident Strange Error
Good morning, I'm running into a strange issue that I wanted to see if anyone has identified before. Basically, I have an AOT that is tied to an Incident Template. As a part of this AOT, I've extended the available fields to be able to assign automatically to a specific Incident Assignee. All of that works fine. What stopped working, apparently as a result of adding the Assignee for the Incident, is the ability to use the Status from the Incident template. Normally when I assign it to a group automatically I set the Status in the template to Assigned. In this case, despite that, SRM gives me this error when I submit a request: 1291115: , You do not have permission to move to the status of New.; I tried creating a new Incident Template and doing a similar thing with the assignment to make sure it wasn't just a weird bug tied to that specific AOT, and that somehow triggers an override of the Status as well and sets it to New rather than pulling it from the template. I'm going to investigate the logging and maybe end up making a quick Filter to fix this since I'm on a tight deadline to implement this otherwise simple SRM form into Production tomorrow (definitely no time to involve BMC Support either.) However, if any of you have run into this and have a solution I'd love to hear how you got past this error. Thanks, Shawn Pierson Remedy Developer | Energy Transfer Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: SRM 7.6.4 to Incident Strange Error
Did you try passing the value of assigned for status? You can try going to the AOT and setting a default value for the Status field. The error you're getting is probably from the Incident Interface Create form. If I wasn't at RUG I could've tested this! Sent from my iPhone On Oct 1, 2013, at 6:04 AM, Pierson, Shawn shawn.pier...@energytransfer.com wrote: ** Good morning, I’m running into a strange issue that I wanted to see if anyone has identified before. Basically, I have an AOT that is tied to an Incident Template. As a part of this AOT, I’ve extended the available fields to be able to assign automatically to a specific Incident Assignee. All of that works fine. What stopped working, apparently as a result of adding the Assignee for the Incident, is the ability to use the Status from the Incident template. Normally when I assign it to a group automatically I set the Status in the template to “Assigned”. In this case, despite that, SRM gives me this error when I submit a request: 1291115: , You do not have permission to move to the status of New.; I tried creating a new Incident Template and doing a similar thing with the assignment to make sure it wasn’t just a weird bug tied to that specific AOT, and that somehow triggers an override of the Status as well and sets it to “New” rather than pulling it from the template. I’m going to investigate the logging and maybe end up making a quick Filter to fix this since I’m on a tight deadline to implement this otherwise simple SRM form into Production tomorrow (definitely no time to involve BMC Support either.) However, if any of you have run into this and have a solution I’d love to hear how you got past this error. Thanks, Shawn Pierson Remedy Developer | Energy Transfer Private and confidential as detailed here. If you cannot access hyperlink, please e-mail sender. _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: SRM 7.6.4 to Incident Strange Error
Hi, Check to see if this behaviour occurs with a person with Incident Submitter permissions. I believe that both Change and Incident use the Submitter permission from SRM which limits the functionality. _ Kind Regards, Carl Wilson http://www.missingpiecessoftware.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: 01 October 2013 14:05 To: arslist@ARSLIST.ORG Subject: SRM 7.6.4 to Incident Strange Error ** Good morning, I'm running into a strange issue that I wanted to see if anyone has identified before. Basically, I have an AOT that is tied to an Incident Template. As a part of this AOT, I've extended the available fields to be able to assign automatically to a specific Incident Assignee. All of that works fine. What stopped working, apparently as a result of adding the Assignee for the Incident, is the ability to use the Status from the Incident template. Normally when I assign it to a group automatically I set the Status in the template to Assigned. In this case, despite that, SRM gives me this error when I submit a request: 1291115: , You do not have permission to move to the status of New.; I tried creating a new Incident Template and doing a similar thing with the assignment to make sure it wasn't just a weird bug tied to that specific AOT, and that somehow triggers an override of the Status as well and sets it to New rather than pulling it from the template. I'm going to investigate the logging and maybe end up making a quick Filter to fix this since I'm on a tight deadline to implement this otherwise simple SRM form into Production tomorrow (definitely no time to involve BMC Support either.) However, if any of you have run into this and have a solution I'd love to hear how you got past this error. Thanks, Shawn Pierson Remedy Developer | Energy Transfer Private and confidential as detailed here http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access hyperlink, please e-mail sender. _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
SOLVED: SRM 7.6.4 to Incident Strange Error
That’s a great suggestion and it worked! Thanks for your help. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Tuesday, October 01, 2013 8:19 AM To: arslist@ARSLIST.ORG Subject: Re: SRM 7.6.4 to Incident Strange Error ** Did you try passing the value of assigned for status? You can try going to the AOT and setting a default value for the Status field. The error you're getting is probably from the Incident Interface Create form. If I wasn't at RUG I could've tested this! Sent from my iPhone On Oct 1, 2013, at 6:04 AM, Pierson, Shawn shawn.pier...@energytransfer.commailto:shawn.pier...@energytransfer.com wrote: ** Good morning, I’m running into a strange issue that I wanted to see if anyone has identified before. Basically, I have an AOT that is tied to an Incident Template. As a part of this AOT, I’ve extended the available fields to be able to assign automatically to a specific Incident Assignee. All of that works fine. What stopped working, apparently as a result of adding the Assignee for the Incident, is the ability to use the Status from the Incident template. Normally when I assign it to a group automatically I set the Status in the template to “Assigned”. In this case, despite that, SRM gives me this error when I submit a request: 1291115: , You do not have permission to move to the status of New.; I tried creating a new Incident Template and doing a similar thing with the assignment to make sure it wasn’t just a weird bug tied to that specific AOT, and that somehow triggers an override of the Status as well and sets it to “New” rather than pulling it from the template. I’m going to investigate the logging and maybe end up making a quick Filter to fix this since I’m on a tight deadline to implement this otherwise simple SRM form into Production tomorrow (definitely no time to involve BMC Support either.) However, if any of you have run into this and have a solution I’d love to hear how you got past this error. Thanks, Shawn Pierson Remedy Developer | Energy Transfer Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: SOLVED: SRM 7.6.4 to Incident Strange Error
Which one worked? Passing the value or setting default value in AOT? Sent from my iPhone On Oct 1, 2013, at 8:05 AM, Pierson, Shawn shawn.pier...@energytransfer.com wrote: ** That’s a great suggestion and it worked! Thanks for your help. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Tuesday, October 01, 2013 8:19 AM To: arslist@ARSLIST.ORG Subject: Re: SRM 7.6.4 to Incident Strange Error ** Did you try passing the value of assigned for status? You can try going to the AOT and setting a default value for the Status field. The error you're getting is probably from the Incident Interface Create form. If I wasn't at RUG I could've tested this! Sent from my iPhone On Oct 1, 2013, at 6:04 AM, Pierson, Shawn shawn.pier...@energytransfer.com wrote: ** Good morning, I’m running into a strange issue that I wanted to see if anyone has identified before. Basically, I have an AOT that is tied to an Incident Template. As a part of this AOT, I’ve extended the available fields to be able to assign automatically to a specific Incident Assignee. All of that works fine. What stopped working, apparently as a result of adding the Assignee for the Incident, is the ability to use the Status from the Incident template. Normally when I assign it to a group automatically I set the Status in the template to “Assigned”. In this case, despite that, SRM gives me this error when I submit a request: 1291115: , You do not have permission to move to the status of New.; I tried creating a new Incident Template and doing a similar thing with the assignment to make sure it wasn’t just a weird bug tied to that specific AOT, and that somehow triggers an override of the Status as well and sets it to “New” rather than pulling it from the template. I’m going to investigate the logging and maybe end up making a quick Filter to fix this since I’m on a tight deadline to implement this otherwise simple SRM form into Production tomorrow (definitely no time to involve BMC Support either.) However, if any of you have run into this and have a solution I’d love to hear how you got past this error. Thanks, Shawn Pierson Remedy Developer | Energy Transfer Private and confidential as detailed here. If you cannot access hyperlink, please e-mail sender. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ Private and confidential as detailed here. If you cannot access hyperlink, please e-mail sender. _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: SOLVED: SRM 7.6.4 to Incident Strange Error
I’m passing the value from the SRD through the AOT. Thanks, Shawn Pierson Remedy Developer | Energy Transfer 1300 Main St. Houston, TX 77002 | 713.989.7226 IT Service Desk: 1.855.658.2468 If you would like to report an issue with Remedy, please click herehttp://remedy/issue.html to enter an Incident. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Tuesday, October 01, 2013 10:50 AM To: arslist@ARSLIST.ORG Subject: Re: SOLVED: SRM 7.6.4 to Incident Strange Error ** Which one worked? Passing the value or setting default value in AOT? Sent from my iPhone On Oct 1, 2013, at 8:05 AM, Pierson, Shawn shawn.pier...@energytransfer.commailto:shawn.pier...@energytransfer.com wrote: ** That’s a great suggestion and it worked! Thanks for your help. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Tuesday, October 01, 2013 8:19 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: SRM 7.6.4 to Incident Strange Error ** Did you try passing the value of assigned for status? You can try going to the AOT and setting a default value for the Status field. The error you're getting is probably from the Incident Interface Create form. If I wasn't at RUG I could've tested this! Sent from my iPhone On Oct 1, 2013, at 6:04 AM, Pierson, Shawn shawn.pier...@energytransfer.commailto:shawn.pier...@energytransfer.com wrote: ** Good morning, I’m running into a strange issue that I wanted to see if anyone has identified before. Basically, I have an AOT that is tied to an Incident Template. As a part of this AOT, I’ve extended the available fields to be able to assign automatically to a specific Incident Assignee. All of that works fine. What stopped working, apparently as a result of adding the Assignee for the Incident, is the ability to use the Status from the Incident template. Normally when I assign it to a group automatically I set the Status in the template to “Assigned”. In this case, despite that, SRM gives me this error when I submit a request: 1291115: , You do not have permission to move to the status of New.; I tried creating a new Incident Template and doing a similar thing with the assignment to make sure it wasn’t just a weird bug tied to that specific AOT, and that somehow triggers an override of the Status as well and sets it to “New” rather than pulling it from the template. I’m going to investigate the logging and maybe end up making a quick Filter to fix this since I’m on a tight deadline to implement this otherwise simple SRM form into Production tomorrow (definitely no time to involve BMC Support either.) However, if any of you have run into this and have a solution I’d love to hear how you got past this error. Thanks, Shawn Pierson Remedy Developer | Energy Transfer Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Recall: SOLVED: SRM 7.6.4 to Incident Strange Error
Pierson, Shawn would like to recall the message, SOLVED: SRM 7.6.4 to Incident Strange Error. Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: SOLVED: SRM 7.6.4 to Incident Strange Error
I’m passing the value from the SRD through the AOT. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Tuesday, October 01, 2013 10:50 AM To: arslist@ARSLIST.ORG Subject: Re: SOLVED: SRM 7.6.4 to Incident Strange Error ** Which one worked? Passing the value or setting default value in AOT? Sent from my iPhone On Oct 1, 2013, at 8:05 AM, Pierson, Shawn shawn.pier...@energytransfer.commailto:shawn.pier...@energytransfer.com wrote: ** That’s a great suggestion and it worked! Thanks for your help. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Tuesday, October 01, 2013 8:19 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: SRM 7.6.4 to Incident Strange Error ** Did you try passing the value of assigned for status? You can try going to the AOT and setting a default value for the Status field. The error you're getting is probably from the Incident Interface Create form. If I wasn't at RUG I could've tested this! Sent from my iPhone On Oct 1, 2013, at 6:04 AM, Pierson, Shawn shawn.pier...@energytransfer.commailto:shawn.pier...@energytransfer.com wrote: ** Good morning, I’m running into a strange issue that I wanted to see if anyone has identified before. Basically, I have an AOT that is tied to an Incident Template. As a part of this AOT, I’ve extended the available fields to be able to assign automatically to a specific Incident Assignee. All of that works fine. What stopped working, apparently as a result of adding the Assignee for the Incident, is the ability to use the Status from the Incident template. Normally when I assign it to a group automatically I set the Status in the template to “Assigned”. In this case, despite that, SRM gives me this error when I submit a request: 1291115: , You do not have permission to move to the status of New.; I tried creating a new Incident Template and doing a similar thing with the assignment to make sure it wasn’t just a weird bug tied to that specific AOT, and that somehow triggers an override of the Status as well and sets it to “New” rather than pulling it from the template. I’m going to investigate the logging and maybe end up making a quick Filter to fix this since I’m on a tight deadline to implement this otherwise simple SRM form into Production tomorrow (definitely no time to involve BMC Support either.) However, if any of you have run into this and have a solution I’d love to hear how you got past this error. Thanks, Shawn Pierson Remedy Developer | Energy Transfer Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
SRM 7.6.4
Hi, With SRM 7.6.4, is there a way to push notes/descriptions or work order info into the tasks that are associated with the work order? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: SRM 7.6.4
SRM can only push data from the SR to the Fullfillment application WO/CHG/INC. It does not push to tasks. -Original Message- From: Kathy Morris kathymorris...@aol.com To: arslist arslist@ARSLIST.ORG Sent: Thu, Sep 1, 2011 12:29 pm Subject: SRM 7.6.4 ** Hi, With SRM 7.6.4, is there a way to push notes/descriptions or work order info into the tasks that are associated with the work order? _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: SRM 7.6.4
Can notes/description info be pushed to task from an AIF (Advance Interface Form) if we bypassed the service request process or customize it? In a message dated 9/1/2011 12:33:26 P.M. Eastern Daylight Time, rjust2...@aol.com writes: ** SRM can only push data from the SR to the Fullfillment application WO/CHG/INC. It does not push to tasks. -Original Message- From: Kathy Morris kathymorris...@aol.com To: arslist arslist@ARSLIST.ORG Sent: Thu, Sep 1, 2011 12:29 pm Subject: SRM 7.6.4 ** Hi, With SRM 7.6.4, is there a way to push notes/descriptions or work order info into the tasks that are associated with the work order? _attend WWRUG11 _www.wwrug.com_ (http://www.wwrug.com/) ARSlist: Where the Answers Are_ _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: SRM 7.6.4
When you add the word customize the answer becomes probably, just be sure you review what and why you need something. I had a customer request that the summary on the tasks be the same as the summary on the change that was created from a Change Template, a simple filter that had the right qualification accomplished this. Do not bypass the creation of the SR. -Original Message- From: Kathy Morris kathymorris...@aol.com To: arslist arslist@ARSLIST.ORG Sent: Thu, Sep 1, 2011 12:37 pm Subject: Re: SRM 7.6.4 ** Can notes/description info be pushed to task from an AIF (Advance Interface Form) if we bypassed the service request process or customize it? In a message dated 9/1/2011 12:33:26 P.M. Eastern Daylight Time, rjust2...@aol.com writes: ** SRM can only push data from the SR to the Fullfillment application WO/CHG/INC. It does not push to tasks. -Original Message- From: Kathy Morris kathymorris...@aol.com To: arslist arslist@ARSLIST.ORG Sent: Thu, Sep 1, 2011 12:29 pm Subject: SRM 7.6.4 ** Hi, With SRM 7.6.4, is there a way to push notes/descriptions or work order info into the tasks that are associated with the work order? _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _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: SRM 7.6.4
Hi, Is it possible to take the information from the original question library and make another copy or allow a lookup back to the Work Order Notes? In a message dated 9/1/2011 12:33:26 P.M. Eastern Daylight Time, rjust2...@aol.com writes: ** SRM can only push data from the SR to the Fullfillment application WO/CHG/INC. It does not push to tasks. -Original Message- From: Kathy Morris kathymorris...@aol.com To: arslist arslist@ARSLIST.ORG Sent: Thu, Sep 1, 2011 12:29 pm Subject: SRM 7.6.4 ** Hi, With SRM 7.6.4, is there a way to push notes/descriptions or work order info into the tasks that are associated with the work order? _attend WWRUG11 _www.wwrug.com_ (http://www.wwrug.com/) ARSlist: Where the Answers Are_ _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 : SRM 7.6.4 - PDT and activate conditions. RESOLVED
The variables were not created at ALL ... so had to delete the PDT and recreate it again. When you create an SRD from PDT's (with AOT embeded) rather than from AOT's, in the view process tab in the the request details console you only see a message stating the PDT is in progress and what not .. and there is nothing about the AOT's ... Having the AOT there, gives you more information among which the Incident number etc etc... Kind Regards frex --- En date de : Mar 12.7.11, Frex Popo frexp...@yahoo.fr a écrit : De: Frex Popo frexp...@yahoo.fr Objet: Re : SRM 7.6.4 - PDT and activate conditions. À: arslist@ARSLIST.ORG Date: Mardi 12 juillet 2011, 15h48 I simply moved the PDT icon from the Yes branch to the No branch, I submitted a new request and this time the related incidents were created. This is obviously incorrect since it has to execute when the condition is set to yes (when it's true).. I click on view process in the process detail screen and then on the condition icon and I see the following on the panel (right hand side ).. Description: MenuOption Condition: 'MenuOption' = Yes Condition: $\NULL$ = Yes Any thoughts? Many thanks frex ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
SRM 7.6.4 - PDT and activate conditions.
Hello all, I am implementing a service request called X. The SRD for this service is made up of 4 PDT's, these PDT's in turn include some other PDT's and AOT's. I have a menu with 4 options on the request form, each option will cause the PDT and the workflow to branch to a particular PDT for instantiation. As a test (and also I am not finding any other form of doing this as yet) I created 4 levels in the Process definition viewer, each level with a condition (Yes and No) and a PDT on the Yes side which will fire if the condition is true (e.g. if my variable MenuOption which I have defined in the condition object is set to the correct value)... when I deploy the service and send a request, the request goes automatically to Terminated. This can only means that none of the Yes conditions are met (or evaluate to true). A screen shot has been attached. Any help will be very much appreciated, Kind Regards ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re : SRM 7.6.4 - PDT and activate conditions.
attachment. --- En date de : Mar 12.7.11, Frex Popo frexp...@yahoo.fr a écrit : De: Frex Popo frexp...@yahoo.fr Objet: Re : SRM 7.6.4 - PDT and activate conditions. À: arslist@ARSLIST.ORG Date: Mardi 12 juillet 2011, 15h20 attachment --- En date de : Mar 12.7.11, Frex Popo frexp...@yahoo.fr a écrit : De: Frex Popo frexp...@yahoo.fr Objet: SRM 7.6.4 - PDT and activate conditions. À: arslist@ARSLIST.ORG Date: Mardi 12 juillet 2011, 15h15 Hello all, I am implementing a service request called X. The SRD for this service is made up of 4 PDT's, these PDT's in turn include some other PDT's and AOT's. I have a menu with 4 options on the request form, each option will cause the PDT and the workflow to branch to a particular PDT for instantiation. As a test (and also I am not finding any other form of doing this as yet) I created 4 levels in the Process definition viewer, each level with a condition (Yes and No) and a PDT on the Yes side which will fire if the condition is true (e.g. if my variable MenuOption which I have defined in the condition object is set to the correct value)... when I deploy the service and send a request, the request goes automatically to Terminated. This can only means that none of the Yes conditions are met (or evaluate to true). A screen shot has been attached. Any help will be very much appreciated, Kind Regards ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are attachment: PDT.JPG
Re : SRM 7.6.4 - PDT and activate conditions.
attachment. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Areattachment: PDT.JPG
Re : SRM 7.6.4 - PDT and activate conditions.
I simply moved the PDT icon from the Yes branch to the No branch, I submitted a new request and this time the related incidents were created. This is obviously incorrect since it has to execute when the condition is set to yes (when it's true).. I click on view process in the process detail screen and then on the condition icon and I see the following on the panel (right hand side ).. Description: MenuOption Condition: 'MenuOption' = Yes Condition: $\NULL$ = Yes Any thoughts? Many thanks frex ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Re : SRM 7.6.4 - Urgency/Priority RESOLVED
thanks to all. --- En date de : Mar 5.7.11, Nathan Aker nathan_a...@mcafee.com a écrit : De: Nathan Aker nathan_a...@mcafee.com Objet: Re: Re : SRM 7.6.4 - Urgency/Priority À: arslist@ARSLIST.ORG Date: Mardi 5 juillet 2011, 15h39 ** This is a known “design feature” since the 2.x days. I contacted support with the same issue, certain fields were not being picked up from the Incident template (Impact, Urgency, Incident Type, Source, etc.). They basically told me it worked that way because that’s the way it was designed and intended to work (huh?)…. They gave me a documented workaround where you basically have to hard code the mappings into the AOT for any of those values you want to change. Nate. Nathan Aker ITSM Solution Architect McAfee, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Frex Popo Sent: Tuesday, July 05, 2011 7:58 AM To: arslist@ARSLIST.ORG Subject: Re : SRM 7.6.4 - Urgency/Priority ** Even if I specify the urgency/priority in the incident template, the values won`t make it to the backend form, simply because there is an SRM active link (SRS:SRC:SaveServiceRequest-CreateSR_NoAttach) which has these hardcoded with values I am not interested in. If I want the request to have priority High, it ends up being created as Low. Pourquoi? :-) Am I missing something? Thanks frex --- En date de : Mar 5.7.11, Frex Popo frexp...@yahoo.fr a écrit : De: Frex Popo frexp...@yahoo.fr Objet: Re : SRM 7.6.4 - Group assignment À: arslist@ARSLIST.ORG Date: Mardi 5 juillet 2011, 13h24 The incident only gets assigned to the right group if I override this in the assignment form. Is there anyway I can specify the group in the template only, without having to create an assignment record for it in the assignement form? Many thanks in advance frex --- En date de : Mar 5.7.11, Frex Popo frexp...@yahoo.fr a écrit : De: Frex Popo frexp...@yahoo.fr Objet: Re : SRM 7.6.4 - Group assignment À: arslist@ARSLIST.ORG Date: Mardi 5 juillet 2011, 13h11 Hello again, Here is another one I found this morning.. I have an incident template with say (Group A) in the assigned group field. I create an SRD that uses an AOT which uses the above template. I send a request created from this SRD, the incident get eventually created with all the data but I end up with the ticket being assigned to another group, say (Group B). I change the product categorisation for Group B in the assignment form but the problem persists. Any thought on this will be very much appreciated, Thanks frex --- En date de : Sam 2.7.11, Frex Popo frexp...@yahoo.fr a écrit : De: Frex Popo frexp...@yahoo.fr Objet: Re : SRM 7.6.4 - mapping truncated. À: arslist@ARSLIST.ORG Date: Samedi 2 juillet 2011, 20h13 Changing filters and field size doesn't seem to solve the issue. so, is there any work arround? thanks frex --- En date de : Ven 1.7.11, Frex Popo frexp...@yahoo.fr a écrit : De: Frex Popo frexp...@yahoo.fr Objet: SRM 7.6.4 - mapping truncated. À: arl...@arslist.org Date: Vendredi 1 juillet 2011, 12h48 Dear all, I am having an issue with User responses not being mapped to the backend incident. The value of the mapping gets truncated to 254 by the time its written to the back end incident. I am concatenating the values from user responses which when added up teh sum goes beyond the 255 characters. There are two problem here, the first is a field mapping_trunc which is set 255 and a filter called SRS:QSR:SetTruncMapping_500 which even if you increase the field mapping_trunc it will filter will truncate the sting to 254. My question is, would changing the field size and the filter have any ramifications, and is there a work arround to this. Kind Regards, frex _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are__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: Re : SRM 7.6.4 - Urgency/Priority
You can use the Create New Request Action in Abydos Designer to create Incidents in ITSM - it will prompt you automatically for the field values that you want to push through from the Service Request, or set to whatever values you want. For more information see http://www.abydos-workflow.com/Products/AbydosDesigner/tabid/60/Default.aspx Kind Regards Mark Herring From: Nathan Aker [mailto:nathan_a...@mcafee.com] Sent: 05 July 2011 14:40 Subject: Re: Re : SRM 7.6.4 - Urgency/Priority ** This is a known design feature since the 2.x days. I contacted support with the same issue, certain fields were not being picked up from the Incident template (Impact, Urgency, Incident Type, Source, etc.). They basically told me it worked that way because thats the way it was designed and intended to work (huh?) . They gave me a documented workaround where you basically have to hard code the mappings into the AOT for any of those values you want to change. Nate. Nathan Aker ITSM Solution Architect McAfee, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Frex Popo Sent: Tuesday, July 05, 2011 7:58 AM To: arslist@ARSLIST.ORG Subject: Re : SRM 7.6.4 - Urgency/Priority ** Even if I specify the urgency/priority in the incident template, the values won`t make it to the backend form, simply because there is an SRM active link (SRS:SRC:SaveServiceRequest-CreateSR_NoAttach) which has these hardcoded with values I am not interested in. If I want the request to have priority High, it ends up being created as Low. Pourquoi? :-) Am I missing something? Thanks frex --- En date de : Mar 5.7.11, Frex Popo frexp...@yahoo.fr a écrit : De: Frex Popo frexp...@yahoo.fr Objet: Re : SRM 7.6.4 - Group assignment À: arslist@ARSLIST.ORG Date: Mardi 5 juillet 2011, 13h24 The incident only gets assigned to the right group if I override this in the assignment form. Is there anyway I can specify the group in the template only, without having to create an assignment record for it in the assignement form? Many thanks in advance frex --- En date de : Mar 5.7.11, Frex Popo frexp...@yahoo.fr a écrit : De: Frex Popo frexp...@yahoo.fr Objet: Re : SRM 7.6.4 - Group assignment À: arslist@ARSLIST.ORG Date: Mardi 5 juillet 2011, 13h11 Hello again, Here is another one I found this morning.. I have an incident template with say (Group A) in the assigned group field. I create an SRD that uses an AOT which uses the above template. I send a request created from this SRD, the incident get eventually created with all the data but I end up with the ticket being assigned to another group, say (Group B). I change the product categorisation for Group B in the assignment form but the problem persists. Any thought on this will be very much appreciated, Thanks frex --- En date de : Sam 2.7.11, Frex Popo frexp...@yahoo.fr a écrit : De: Frex Popo frexp...@yahoo.fr Objet: Re : SRM 7.6.4 - mapping truncated. À: arslist@ARSLIST.ORG Date: Samedi 2 juillet 2011, 20h13 Changing filters and field size doesn't seem to solve the issue. so, is there any work arround? thanks frex --- En date de : Ven 1.7.11, Frex Popo frexp...@yahoo.fr a écrit : De: Frex Popo frexp...@yahoo.fr Objet: SRM 7.6.4 - mapping truncated. À: arl...@arslist.org Date: Vendredi 1 juillet 2011, 12h48 Dear all, I am having an issue with User responses not being mapped to the backend incident. The value of the mapping gets truncated to 254 by the time its written to the back end incident. I am concatenating the values from user responses which when added up teh sum goes beyond the 255 characters. There are two problem here, the first is a field mapping_trunc which is set 255 and a filter called SRS:QSR:SetTruncMapping_500 which even if you increase the field mapping_trunc it will filter will truncate the sting to 254. My question is, would changing the field size and the filter have any ramifications, and is there a work arround to this. Kind Regards, frex _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _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 : SRM 7.6.4 - Group assignment
Hello again, Here is another one I found this morning.. I have an incident template with say (Group A) in the assigned group field. I create an SRD that uses an AOT which uses the above template. I send a request created from this SRD, the incident get eventually created with all the data but I end up with the ticket being assigned to another group, say (Group B). I change the product categorisation for Group B in the assignment form but the problem persists. Any thought on this will be very much appreciated, Thanks frex --- En date de : Sam 2.7.11, Frex Popo frexp...@yahoo.fr a écrit : De: Frex Popo frexp...@yahoo.fr Objet: Re : SRM 7.6.4 - mapping truncated. À: arslist@ARSLIST.ORG Date: Samedi 2 juillet 2011, 20h13 Changing filters and field size doesn't seem to solve the issue. so, is there any work arround? thanks frex --- En date de : Ven 1.7.11, Frex Popo frexp...@yahoo.fr a écrit : De: Frex Popo frexp...@yahoo.fr Objet: SRM 7.6.4 - mapping truncated. À: arl...@arslist.org Date: Vendredi 1 juillet 2011, 12h48 Dear all, I am having an issue with User responses not being mapped to the backend incident. The value of the mapping gets truncated to 254 by the time its written to the back end incident. I am concatenating the values from user responses which when added up teh sum goes beyond the 255 characters. There are two problem here, the first is a field mapping_trunc which is set 255 and a filter called SRS:QSR:SetTruncMapping_500 which even if you increase the field mapping_trunc it will filter will truncate the sting to 254. My question is, would changing the field size and the filter have any ramifications, and is there a work arround to this. Kind Regards, frex ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re : SRM 7.6.4 - Group assignment
The incident only gets assigned to the right group if I override this in the assignment form. Is there anyway I can specify the group in the template only, without having to create an assignment record for it in the assignement form? Many thanks in advance frex --- En date de : Mar 5.7.11, Frex Popo frexp...@yahoo.fr a écrit : De: Frex Popo frexp...@yahoo.fr Objet: Re : SRM 7.6.4 - Group assignment À: arslist@ARSLIST.ORG Date: Mardi 5 juillet 2011, 13h11 Hello again, Here is another one I found this morning.. I have an incident template with say (Group A) in the assigned group field. I create an SRD that uses an AOT which uses the above template. I send a request created from this SRD, the incident get eventually created with all the data but I end up with the ticket being assigned to another group, say (Group B). I change the product categorisation for Group B in the assignment form but the problem persists. Any thought on this will be very much appreciated, Thanks frex --- En date de : Sam 2.7.11, Frex Popo frexp...@yahoo.fr a écrit : De: Frex Popo frexp...@yahoo.fr Objet: Re : SRM 7.6.4 - mapping truncated. À: arslist@ARSLIST.ORG Date: Samedi 2 juillet 2011, 20h13 Changing filters and field size doesn't seem to solve the issue. so, is there any work arround? thanks frex --- En date de : Ven 1.7.11, Frex Popo frexp...@yahoo.fr a écrit : De: Frex Popo frexp...@yahoo.fr Objet: SRM 7.6.4 - mapping truncated. À: arl...@arslist.org Date: Vendredi 1 juillet 2011, 12h48 Dear all, I am having an issue with User responses not being mapped to the backend incident. The value of the mapping gets truncated to 254 by the time its written to the back end incident. I am concatenating the values from user responses which when added up teh sum goes beyond the 255 characters. There are two problem here, the first is a field mapping_trunc which is set 255 and a filter called SRS:QSR:SetTruncMapping_500 which even if you increase the field mapping_trunc it will filter will truncate the sting to 254. My question is, would changing the field size and the filter have any ramifications, and is there a work arround to this. Kind Regards, frex ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re : SRM 7.6.4 - Urgency/Priority
Even if I specify the urgency/priority in the incident template, the values won`t make it to the backend form, simply because there is an SRM active link (SRS:SRC:SaveServiceRequest-CreateSR_NoAttach) which has these hardcoded with values I am not interested in. If I want the request to have priority High, it ends up being created as Low. Pourquoi? :-) Am I missing something? Thanks frex --- En date de : Mar 5.7.11, Frex Popo frexp...@yahoo.fr a écrit : De: Frex Popo frexp...@yahoo.fr Objet: Re : SRM 7.6.4 - Group assignment À: arslist@ARSLIST.ORG Date: Mardi 5 juillet 2011, 13h24 The incident only gets assigned to the right group if I override this in the assignment form. Is there anyway I can specify the group in the template only, without having to create an assignment record for it in the assignement form? Many thanks in advance frex --- En date de : Mar 5.7.11, Frex Popo frexp...@yahoo.fr a écrit : De: Frex Popo frexp...@yahoo.fr Objet: Re : SRM 7.6.4 - Group assignment À: arslist@ARSLIST.ORG Date: Mardi 5 juillet 2011, 13h11 Hello again, Here is another one I found this morning.. I have an incident template with say (Group A) in the assigned group field. I create an SRD that uses an AOT which uses the above template. I send a request created from this SRD, the incident get eventually created with all the data but I end up with the ticket being assigned to another group, say (Group B). I change the product categorisation for Group B in the assignment form but the problem persists. Any thought on this will be very much appreciated, Thanks frex --- En date de : Sam 2.7.11, Frex Popo frexp...@yahoo.fr a écrit : De: Frex Popo frexp...@yahoo.fr Objet: Re : SRM 7.6.4 - mapping truncated. À: arslist@ARSLIST.ORG Date: Samedi 2 juillet 2011, 20h13 Changing filters and field size doesn't seem to solve the issue. so, is there any work arround? thanks frex --- En date de : Ven 1.7.11, Frex Popo frexp...@yahoo.fr a écrit : De: Frex Popo frexp...@yahoo.fr Objet: SRM 7.6.4 - mapping truncated. À: arl...@arslist.org Date: Vendredi 1 juillet 2011, 12h48 Dear all, I am having an issue with User responses not being mapped to the backend incident. The value of the mapping gets truncated to 254 by the time its written to the back end incident. I am concatenating the values from user responses which when added up teh sum goes beyond the 255 characters. There are two problem here, the first is a field mapping_trunc which is set 255 and a filter called SRS:QSR:SetTruncMapping_500 which even if you increase the field mapping_trunc it will filter will truncate the sting to 254. My question is, would changing the field size and the filter have any ramifications, and is there a work arround to this. Kind Regards, frex ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Re : SRM 7.6.4 - Urgency/Priority
This is a known design feature since the 2.x days. I contacted support with the same issue, certain fields were not being picked up from the Incident template (Impact, Urgency, Incident Type, Source, etc.). They basically told me it worked that way because that's the way it was designed and intended to work (huh?) They gave me a documented workaround where you basically have to hard code the mappings into the AOT for any of those values you want to change. Nate. Nathan Aker ITSM Solution Architect McAfee, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Frex Popo Sent: Tuesday, July 05, 2011 7:58 AM To: arslist@ARSLIST.ORG Subject: Re : SRM 7.6.4 - Urgency/Priority ** Even if I specify the urgency/priority in the incident template, the values won`t make it to the backend form, simply because there is an SRM active link (SRS:SRC:SaveServiceRequest-CreateSR_NoAttach) which has these hardcoded with values I am not interested in. If I want the request to have priority High, it ends up being created as Low. Pourquoi? :-) Am I missing something? Thanks frex --- En date de : Mar 5.7.11, Frex Popo frexp...@yahoo.frmailto:frexp...@yahoo.fr a écrit : De: Frex Popo frexp...@yahoo.frmailto:frexp...@yahoo.fr Objet: Re : SRM 7.6.4 - Group assignment À: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Date: Mardi 5 juillet 2011, 13h24 The incident only gets assigned to the right group if I override this in the assignment form. Is there anyway I can specify the group in the template only, without having to create an assignment record for it in the assignement form? Many thanks in advance frex --- En date de : Mar 5.7.11, Frex Popo frexp...@yahoo.frmailto:frexp...@yahoo.fr a écrit : De: Frex Popo frexp...@yahoo.frmailto:frexp...@yahoo.fr Objet: Re : SRM 7.6.4 - Group assignment À: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Date: Mardi 5 juillet 2011, 13h11 Hello again, Here is another one I found this morning.. I have an incident template with say (Group A) in the assigned group field. I create an SRD that uses an AOT which uses the above template. I send a request created from this SRD, the incident get eventually created with all the data but I end up with the ticket being assigned to another group, say (Group B). I change the product categorisation for Group B in the assignment form but the problem persists. Any thought on this will be very much appreciated, Thanks frex --- En date de : Sam 2.7.11, Frex Popo frexp...@yahoo.frmailto:frexp...@yahoo.fr a écrit : De: Frex Popo frexp...@yahoo.frmailto:frexp...@yahoo.fr Objet: Re : SRM 7.6.4 - mapping truncated. À: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Date: Samedi 2 juillet 2011, 20h13 Changing filters and field size doesn't seem to solve the issue. so, is there any work arround? thanks frex --- En date de : Ven 1.7.11, Frex Popo frexp...@yahoo.frmailto:frexp...@yahoo.fr a écrit : De: Frex Popo frexp...@yahoo.frmailto:frexp...@yahoo.fr Objet: SRM 7.6.4 - mapping truncated. À: arl...@arslist.orgmailto:arl...@arslist.org Date: Vendredi 1 juillet 2011, 12h48 Dear all, I am having an issue with User responses not being mapped to the backend incident. The value of the mapping gets truncated to 254 by the time its written to the back end incident. I am concatenating the values from user responses which when added up teh sum goes beyond the 255 characters. There are two problem here, the first is a field mapping_trunc which is set 255 and a filter called SRS:QSR:SetTruncMapping_500 which even if you increase the field mapping_trunc it will filter will truncate the sting to 254. My question is, would changing the field size and the filter have any ramifications, and is there a work arround to this. Kind Regards, frex _attend WWRUG11 www.wwrug.comhttp://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 : SRM 7.6.4 - mapping truncated.
Changing filters and field size doesn't seem to solve the issue. so, is there any work arround? thanks frex --- En date de : Ven 1.7.11, Frex Popo frexp...@yahoo.fr a écrit : De: Frex Popo frexp...@yahoo.fr Objet: SRM 7.6.4 - mapping truncated. À: arl...@arslist.org Date: Vendredi 1 juillet 2011, 12h48 Dear all, I am having an issue with User responses not being mapped to the backend incident. The value of the mapping gets truncated to 254 by the time its written to the back end incident. I am concatenating the values from user responses which when added up teh sum goes beyond the 255 characters. There are two problem here, the first is a field mapping_trunc which is set 255 and a filter called SRS:QSR:SetTruncMapping_500 which even if you increase the field mapping_trunc it will filter will truncate the sting to 254. My question is, would changing the field size and the filter have any ramifications, and is there a work arround to this. Kind Regards, frex ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
SRM 7.6.4
Dear all, I am having an issue with User responses not being mapped to the backend incident. The value of the mapping gets truncated to 254 by the time its written to the back end incident. I am concatenating the values from user responses which when added up teh sum goes beyond the 255 characters. There are two problem here, the first is a field mapping_trunc which is set 255 and a filter called SRS:QSR:SetTruncMapping_500 which even if you increase the field mapping_trunc it will filter will truncate the sting to 254. My question is, would changing the field size and the filter have any ramifications, and is there a work arround to this? Kind Regards, frex ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
