Keith - you can likely use an active link error with a Run If where
$CLIENT_TYPE$ != 9 (OR = some number) You'll have to go find the correct
number that corresponds to the thick client user tool as I do not remember
it off the top of my head, but that should work for you. The 9 I believe
indicates
n email instead of a database.
>> The post to email can be formatted as you want it to be and then sent to
>> the remedy system. Then since you defined the formatting, parsing it on the
>> email engine side should be easy.
>>
>>
>>
>> HTH,
>>
>>
Isabel - another possibility I have seen used at a previous employer is to
set up some sort of email address (on or more) that can be used by external
people outside of the system. When emails are sent to that address from
your 'public' requester's, it can hit the system and get put through some
f
Jesse,
I can't give you the specifics, but in the past when I have attempted this
I have exported a few records of CRQ's already in a Status of Closed. Look
closely for things like Change Req Previous Status - there may be several
things that can help set the underlying values correctly. I usual
Can you or your DBA actually see these records in the User tables? If so,
have the DBA delete from there, then recreate - also if you are using ITSM
and the People form, delete those records as well, then try recreating.
Just a thought
Candace
On Thu, Sep 3, 2015 at 9:06 AM, Warren R. Baltimore
Abhi - that error occurs if you inadvertently select the (clear) option
from the Filter By dropdown menu. All it means is that you must select a
real value from the Defined Searches - By Status area. There is also a
(clear) option under both the Show and the Roles menus, but they also
cannot be s
>
> https://docs.bmc.com/docs/display/public/itsm81/Adding+custom+fields+to+target+forms
>
> As you can tell, once again, the instructions are (needless to say)
> lackluster at best.
>
> Rob
>
> On Wed, Apr 1, 2015 at 10:42 AM, Candace DeCou
> wrote:
>
&g
Rob - I won't swear to this, but if you look at the menus on the Change
Template you see they pull from a form CTM:SupportGroupFuncRoleLookup -
this likely means that you should have your support groups already in place
in support group forms and look for something like a hook to the Support
Group
Pamela - the answer can be a bit tricky and problematic. The Change
application has several rules around Actual Start and End Dates and
Scheduled Start and End Dates. You may need to provide multiple different
values depending on when the Change was originally 'submitted' since Start
dates cannot
David,
In our service desk area, I can say that we provide remote support at about
95%. There are some small offices within USGS who still rely on
walk-around types of support, but with the advent of better remote tools,
almost everything can and is done remotely. Also, in spite of self-service
Dinesh - If I am not mistaken that is because when you click on the Next
Stage button while the CRQ is still assigned to your team it will work as
you have access to the record by virtue of being part of the current
assignment group(s), but once you save it as Assigned to another team you
are not a
Try performing a Stop on the service -then a Start. I've seen the email
engine not cooperate on a straight 'restart'. You shouldn't loose all
your queued emails on a restart of the server. I would also look for
KM25486 from Remedy - from versions 5.x through 6.x at least I continue
to have vario
LOL - me too when I first ran across it. Thanks for letting me know.
:)
Candace
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Katherine Hoffner
Sent: Thursday, August 16, 2007 10:37 AM
To: arslist@ARSLIST.ORG
Subject:
be passed
**
Sorry - I forgot to mention that I am on ITSM 7. Thanks!
Greg
--- [EMAIL PROTECTED] wrote:
From: Candace DeCou <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Subject: Re: Requester Console - Extra field to be passed
Date: Wed, 15 Aug 2007 11:43:24 -0700
**
Sure - first o
Katharine - if no one else's suggestion works do this - add her back in
as a user and re-add her to the group in config manager, then use the
config manager to delete her. I have had this happen before also and
that works for me.
:)
Candace
From: Action Request S
Sure - first off you don't actually add a field to the Requester
Console, you add the field to the Remedy Requester - New Request form.
Make sure you give this field Permissions for Submitter (write) and
Public and allow any user to submit selected. Then find the active
links that perform the push
Yep, I think you are on the right track now for sure.
:-)
And you are most welcome
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Durrant, Michael M. - ITSD
Sent: Monday, August 13, 2007 3:39 PM
To: arslist@ARS
Maybe a dumb question, but did you make sure that Delete is even enabled
for the specific form(s) you want them to delete? As in, can you, as
Administrator, delete these records and they cannot?
:-)
Candace
From: Action Request System discussion list(ARSList
Steve - I am running a batch file nightly on a system almost identical
to yours using arimportcmd.exe. About the only diff is I am on Patch
20. Email me offlist if you like and I can send you a copy of the file
as I am using it. May help, may not but I'm willing to try.
:)
Candace
-Origina
Oh absolutely Rick -I agree with you 100%. I've been
administrating/configuring (and doing other things ala Remedy) for about
10 years and I installed the 7.x ITSM suite in all its gory...I mean
glory, took one look, couldn't figure out how to make myself Admin and
said -oops, now I need train
Well one thing to check maybe (because I always forget this one) - did
you flush cache on the mid-tier BEFORE you tested and after you added
the Submit button button, and also flush cache in your browser?
:-)
From: Action Request System discussion list(ARSLi
Yes, I have been working a part-time telecommute job for the 2 years I
have had a full-time permanent job. I support a company locally that
has about 7-8 custom apps plus Help Desk 6.x supporting operations
throughout the company. They never had need for a full-time Remedy
Diva, but they got pret
I've got 2 answers - what the 'company' thinks they want me to do and
what I know I will end up doing.
Answer for the company - go straight OOB - actually just attempt to
upgrade the poor, pre-existing 6.x full ITSM suite with its pre-existing
stupid set of CTI's. Yeah, right!
Answer for me - ha
then print them all at once.
Candace DeCou
Applications Support Analyst
Silicon Valley Bank
Office: 408-654-6358
Email: [EMAIL PROTECTED]
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSl
It isn't funny but I have to tell you, it feels much better knowing I am
not alone in this quagmire. I'll copy my programmer in case he can
help. Thanks to everyone on the list who has tried and/or is trying to
help us.
:-)
Candace
From: Action Request Syst
Who hoo - thanks Frederick - we will try that...heck we are trying
everything, so keep those cards and letters coming. I am passing the
info on to the programmer so hopefully something will eventually click,
or pass a value other than NULL. LOL
Thanks!
:-)
Candace
_
Mine too. Straight OOB 6.0
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Dan Caissie
Sent: Wednesday, May 02, 2007 4:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: Field size SHR:People
Ours is set at 14
___
Gee Les - we get it all the time too on 6.3 Patch 20 with web users, but
we were under the impression that they fixed that with the Patch 21.
You are on 7.x so what the heck is that about? From the sounds of it,
this is an ongoing issue. I know for lack of time right now to get us
to Patch 21, we
ITIL | IT Governance |BMC Remedy
Candace DeCou wrote:
> **
>
> ARS 6.3 Patch 20
>
> Mid-Tier 6.3 Patch 20
>
> MS SQL 2000
>
>
>
> I have built a web service for opGetList operations. The WSDL is
> working correctly and we can see the resulting values in mid-tie
Does anyone out there have a sample of .NET C# code that does work with
a Remedy web service, or any other hints on what we might look for.
Thanks in advance for any help.
Candace DeCou
Applications Support Analyst
Silicon Valley Bank
Office: 408-654-6358
Email: [EMAIL PROTECTED
If you are using OOB Help Desk (ITSM) apps, then you would use the
Configuration Manager - go to the Configure Group Definition selection
and set the group to Busy or On Vacation - that will effectively keep
the group from showing. If you want to delete the Group - go to the
Group form, query for
I've got problems on mid-tier also with Patch 20 on ARS 6.3, BUT...we do
have access. One thing I would ask is this - did you go out and get the
very latest ServeletExec from New Atlanta? We are running SE AS 5.0 and
I made sure that I installed the most recent version of it at the time I
patched
I installed on ARS with Remedy 6.3 Patch 16 using SQL 2000 and did not
have any problems (in Dev), BUT...when I installed on Mid-Tier 6.3 Patch
16 (in Production) I had huge issues. We ran into terrible memory
problems, the entire mid-tier stopped functioning and we could not
restart servletexec s
Oh gads...no wonder I'm finding it hard to breathLOL
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Howard Richter
Sent: Friday, February 09, 2007 1:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: FW: Permanent Remedy
Well heck, I have 7.x experience, enough to scare myself, but don't want
to move to Singapore - LOL -
James - want to consider using remote help? Bet you'd get lots of
interest if you were willing to allow for remote work.
:-)
From: Action Request System dis
OK Joel - for what it's worth (and having successfully installed 7.0.1
p1, and also having an environment notorious for system configs that
cause problems with ARShere is what I would recommend if possible.
Try taking server off the network, no patches for OS, no security
templates, no virus s
Not sure if this will help, but have you tried having your user search
directly in the specific Interaction form, not from the Read Only field
on the SPRT:Interaction form? So search from Notes field on
SPRT:Interaction_Email, etc. to narrow the query.
I assume you are using a LIKE operator.
:)
C
Thanks Christopher - I wasn't aware of the advantages of customizing the
product list under documentation but will certainly do so now. However,
I do have my product list for all my servers and applications customized
in the Support section for submission of tickets, but whenever I do
submit a tic
Nevermind - I got it working, BUT if any of you can help me decipher
some of the strange XML results, I would still appreciate it.
Thanks,
Candace
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Candace DeCou
advance for any help.
Candace DeCou
Applications Support Analyst
Silicon Valley Bank
Office: 408-654-6358
Email: [EMAIL PROTECTED]
-
*
This message contains information from Silicon Valley Bank, or from
one of its affiliat
Well obviously they are just trying to get us to NOT use support. I
mean really...if they make it difficult enough, we'll all give up,
right? Now what about that service-now app Kathy was talking about?
LOL
From: Action Request System discussion list(ARSList
You know the problem with performance metrics is that the diff between
Assigned and Resolved time doesn't necessarily reflect the real amount
of time that it takes a tech to work a ticket. We try very hard to get
our techs to actually fill in the Time Spent fields (on Help Desk case
form) since th
WOW! It looks like I'm not the only one needing this help and thanks to
so many of you for ALL your help...now I think I know several ways to
attempt this. I must have been working too hard to pay attention to all
the great responses.
Thanks again to each and every one of you - all you crazies o
d-Tier URL
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Candace DeCou
Sent: Tuesday, December 26, 2006 9:58 AM
To: arslist@ARSLIST.ORG
Subject: Need Help Setting Up URL to a Specific Record in Mid-Tier 6.3
**
I am trying to set up a specific URL that wil
+Name/?
">Request 12345
Can anyone help enlighten me as to the precise format to include in the
URL to have it open one specific record only and not just the form?
Thanks in advance for your help and Happy Holidays to all!
:-)
Candace DeCou
Applications Support Analyst
Silicon Valley
Well darn Sharon - don't you just hate it when that happens? I did have
a similar experience recently. After almost shooting myself in the head
to stop the pain, I got our Desktop support people looking into the
situation. Turns out that this was never a Remedy issue, but something
wrong with th
So Doug - you are no longer with WiPro? I can't keep up with you - LOL.
Hope all is well.
:)
Candace
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tanner, Doug
Sent: Thursday, November 30, 2006 12:33 PM
To: arslist@ARSLIST
Candace DeCou
From: Action
Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]
On Behalf Of David Yearsley
Sent: Tuesday, November 07, 2006
8:25 AM
To: arslist@ARSLIST.ORG
Subject: Users - Person
Information
ITSM
rosoft CRM, I am hoping some one out there might have some insight into how
Microsoft CRM might integrate with Remedy. I have the full-blown suite of 6.0
apps on 6.3 ARS server but I believe they will only be interested in
integrating to the Help Desk portion.
Thanks in advance for any help.
believe they will
only be interested in integrating to the Help Desk portion.
Thanks in advance for any help.
Candace DeCou
Applications Support Analyst
Silicon
Valley Bank
Office:
408-654-6358
Email:
[EMAIL PROTECTED
Claire - have you checked in logs to see if anything else is getting set
that would trigger the CTI to NULL or some other value?
:)
Candace
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Sanford, Claire
Sent: Friday, October 0
Well, not everything is explained here karlochacon, but I will take a
wild stab in the dark. You didn't show everything as you had it set up
on the Change Request, but if you have this group set up in
SHR:Assignment and if it is set up in such a way that you have it listed
for multiple entries tha
LOL - Oh Heather - don't tell me you're still on Remedy? Have you check
out the RSM:ESC sets of workflow? Not sure if they would help, but I
would check those out.
Miss ya!
:)
Candace
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Beh
Have you added the group for logging into the Admin tool? I always
forget that one. I believe you also have to have your server set up as
a preference server in order to enable that.
:)
Candace
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECT
Remedy
We looked at Talisma. It is a really
nice package. We just keep getting the $ knocked out of the budget for a
KB!
Claire
From: Action
Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]
On Behalf Of Candace DeCou
Sent: Friday, September 22, 2006
1:20 PM
!
Candace DeCou
Applications Support Analyst
Silicon
Valley Bank
Office:
408-654-6358
Email:
[EMAIL PROTECTED]
*
This message contains information from Silicon Valley Bank, or from
one of its affiliates, that may be confidential
Yes, we are running CSS 5.6. Got a question? We are pretty customized,
but I can try to help if possible.
:)
Candace DeCou
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Lee Phillippi
Sent: Tuesday, September 12, 2006 8:22
I believe the field has to be in one of Remedy's reserved range. Look
at the DB values of the fields in the User form and try to use one that
is close but different than the others. You will have to rebuild your
field for this to work.
:)
Candace
-Original Message-
From: Action Request
I did exactly the same thing, only from Version 5.0 to 6.0. I spent
hours of time doing detailed mapping, especially since we had customized
multiple dropdown menus on the Asset form as well. To manage those, I
built new fields on the old form to hold the values on the new form for
Status type fi
est System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Candace DeCou
Sent: Thursday, August 17, 2006
9:43 AM
To: arslist@ARSLIST.ORG
Subject: Suspected Spam: Need Help
Importing CSV Asset Records With Currency Field
**
We are in
need of updating our existing Ass
m discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Candace DeCou
Sent: Thursday, August 17, 2006 9:43 AM
To: arslist@ARSLIST.ORG
Subject: Suspected Spam: Need Help Importing CSV Asset Records With
Currency Field
**
We are in need of updating our existing Asset records with Cos
Well, we use OOB ITSM, so with Version 6.x Tasking is now available to
us in Help Desk. Since we don't use Change the way most normal
companies do, that wasn't an option. I simply configured CTI's for Help
Desk and Tasks based on what we call MAC (Moves/Adds/Changes) and we now
manage all new hir
backwards and forwards.
And no, I don't want to work for
one of these shops, but if the job is there, so am I.
James McKenzie
From:
Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Candace DeCou
**
Yeah, you can do it, but it’s not
pretty. In general, you end up stuck right where you are at, so any
further enhancements are limited to the technology at hand. You don’t
have cool access to the KB, but you can still get help from this list. I
have actually worked places
@ARSLIST.ORG]
On Behalf Of Candace DeCou
Sent: Thursday, August 17, 2006
6:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: Need Help Importing
CSV Asset Records With Currency Field
Thanks David – what is the
‘correct’ value – I see it displayed differently in User than
in Admin.
How in the heck are you
@ARSLIST.ORG]
On Behalf Of Candace DeCou
Sent: Thursday, August 17, 2006
5:43 PM
To: arslist@ARSLIST.ORG
Subject: Need Help Importing CSV
Asset Records With Currency Field
We are in need of updating our existing Asset records with
Cost information and I would like to export our existing
would
really appreciate it if anyone can help me figure out how to import cost data
into these currency fields.
Thanks in advance for your help.
J
Candace DeCou
Applications
Support Analyst
Silicon
Valley Bank
Office:
408-654-6358
Email:
[EMAIL PROTECTED
I believe that the audit trail on the Change form is nothing more than
the Status-History field which you could include in your report.
Otherwise, yes, you would like have to find a join or create one from
SHR:Audit and CHG:Change.
:)
Candace
-Original Message-
From: Action Request System
This looks like a memory error Stephen. I got lots of those trying to
install 6.x apps where we had McAfee running. We solved the problem by
disabling McAfee, after which installation proceeded fine, but not sure
if that is the case in your situation.
:)
Candace
-Original Message-
From:
And that seems low to me, given that we can't even buy a condo for much
less than a millionhmm and SF is one of the most expensive
cities in the country. LOL
:)
Candace
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of R
ay. I can
manually
> input the data for these fields later, but need to figure this out.
>
> Appreciate any help from any of you who might know where I went wrong.
>
> Candace DeCou
> Applications Support
Thanks to Arun - I had my fields set as Display Only (what was I
thinking?). I deleted the bad fields, then rebuilt them properly,
updated the import and now all is well.
Thanks!
Candace DeCou
Applications Support Analyst
Silicon Valley Bank
Office: 408-654-6358
Email: [EMAIL PROTECTED
any help from any of you who might know where I went wrong.
Candace DeCou
Applications Support Analyst
Silicon Valley Bank
Office: 408-654-6358
Email: [EMAIL PROTECTED]
-
*
This message contains information from Silicon
73 matches
Mail list logo
