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Requesting on Behalf of (SRM 2.2)

Hi there We are currently running SRM 2.2. We are using the out of box Approver functionality (approval request for each submitted service request goes to the manager identified in the people record of the submitter). We would like to start using the "Request on Behalf of" functionality but ha

Hiding / Disabling "Extended Price" field in SRM 2.2

Hi there Even though I'm "unselecting" the Extended Price field when building SRDs, it will not go away. Anyone know if this is a bug or a work around to hide? Thanks! Vi ___ U

Re: querying Change tickets with associated tasks

tion Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice Sent: Tuesday, August 30, 2011 2:02 PM To: arslist@ARSLIST.ORG Subject: Re: querying Change tickets with associated tasks ** No. -Original Message- From: Vianna Vianna To: arslist Sent: Tue,

Re: querying Change tickets with associated tasks

That's too bad. Thanks! Date: Tue, 30 Aug 2011 14:01:32 -0400 From: rjust2...@aol.com Subject: Re: querying Change tickets with associated tasks To: arslist@ARSLIST.ORG ** No. -Original Message- From: Vianna Vianna To: arslist Sent: Tue, Aug 30, 2011 1:59 pm Subject: que

Enabling Survey engine for Service Requests but not Change tickets

Hi all Running ITSM 7.0.03 We currently have a survey configured and being distributed via the survey engine for all incident tickets on resolution. We would like to enable surveys for all Service Requests now as well. We are seeing that if we enable for Service Requests we need to enable f

querying Change tickets with associated tasks

Hi all We are running ITSM 7.0.03 Wondering if there is an easy way to query Change tickets with existing tasks associated to the parent ticket? Thanks! Vi ___ UNSUBSCRIBE

SRD creation template

Hello We are in the process of adding a number of new SRD's to our service request management system. We are on SRM version 2.2.004 and are looking for a template or some type of document/guidelines that we could offer our I.T. leads so that they can request a new SRD. Does anybody have some

pulling additional info in Provide Information tab SRM 2.2

Hi there We are currently running SRM 2.2 patch 3 I have a requirement to pull additional information regarding the requester into the "Provide Information" tab of each SRD. Currently it shows: Name, Phone, Email I'm assuming that is pulling from the people record. Has anybody been able to add

Re: worklog entry - Created from Incident

;) AND ( 'AccessMode' != "Remote") You said the actual work info is for an Incident though, so I'm not sure if SRM is sending it back to Incident. Either way, knowing that it starts when an Incident submission creates an SRM record should help. Thad On Mon, Feb

Re: worklog entry - Created from Incident

rk Info entry in the Incident record that states such a message. Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Mobile:646.483.2779 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Vianna Vianna Sent: Monday, February

worklog entry - Created from Incident

Hello again Somebody has brought to my attention that occassionly we have a work info entry appear in our Incident Management work info table that says: Created from Incident (with the header as: Customer Communication). It looks like it's being auto populated but we're not sure what's trigge

SLM / Notification

Hello We have an SLT that's built based on priority for Incident Management. When a ticket is logged as a HIGH or CRITICAL, it notifies a specific subset of people. The problem is that when it's logged as a LOW and then the priority changes to a HIGH or CRITICAL, it does not trigger that notifi

Re: Problem Management and Tasks

This is OOB behavior. Terry On Jan 19, 2011, Vianna Vianna wrote: ** Hi All We currently have Problem Management V. 7.0.03 patch 009 Often times a Problem ticket gets closed when there are still open tasks associated with it. Unfortunately even Admins can't modify or reopen the clos

Problem Management and Tasks

Hi All We currently have Problem Management V. 7.0.03 patch 009 Often times a Problem ticket gets closed when there are still open tasks associated with it. Unfortunately even Admins can't modify or reopen the closed Problem ticket (unless we disable the workflow enforcing this), and then th

Re: timeout error

st(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Vianna Vianna Sent: Thursday, November 04, 2010 9:23 AM To: arslist@ARSLIST.ORG Subject: timeout error ** Hi all We're experiencing a major ARS issue. During the opening of any consoles in ITSM we are getting the following: ARERR [94]

Re: timeout error

or To: arslist@ARSLIST.ORG ** I would be checking the server for any changes. If you are running MS when's the last time you've rebooted the server? From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Vianna Vianna Sent: Thursday, November 0

timeout error

Hi all We're experiencing a major ARS issue. During the opening of any consoles in ITSM we are getting the following: ARERR [94] Timeout during database query -- consider using more specific search criteria to narrow the results, and retry the operation: (servername) We've restarted servi

Re: IE Script error in SRM / midtier

ack into Remedy Guillaume From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on behalf of Vianna Vianna [vianna...@hotmail.com] Sent: Monday, October 25, 2010 1:44 PM To: arslist@ARSLIST.ORG Subject: IE Script error in SRM / midtier ** Hello Some of our users are receivi

IE Script error in SRM / midtier

Hello Some of our users are receiving a concerning script error when launching the Service Request Management portal. They are getting: IE Script Error An error has occurred in the script on this page Line: 21 Char: 1 Error: Syntax error Code: 0 URL: http://(our midtier server)/arsys/plugi

Re: Timeout Error

. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Vianna Vianna Sent: Monday, September 20, 2010 11:51 AM To: arslist@ARSLIST.ORG Subject: Timeout Error ** Hi there Our users are experiencing an error when attempting to launch the overview Console

Timeout Error

Hi there Our users are experiencing an error when attempting to launch the overview Console. They're getting the following error: ARERR [94] Timeout during database query -- consider using more specific search criteria to narrow the results, and retry the operation: (servername) We get th

Format of Date/Time Value not recognized

Hi all We are currently using ITSM 7.0 A user has a new Remedy client install on his new laptop. When he attempts to update older tasks/change or incidents, he is receiving an error: "Format of date or time value is not recognized... (ARERR 9376)" When I compare the same tickets on my s

Re: Service Request Management Portal best practices

raining and to build confidence in their technical abilities. Thanks, Shawn Pierson Remedy Developer | Southern Union From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Vianna Vianna Sent: Monday, August 16, 2010 2:40 PM To: arslist@ARSLIST.ORG Subj

Service Request Management Portal best practices

Hi all We are beginning the process of revamping our Service Request Management system (version 2.2), and was wondering if anybody has come across any material / documentation on SRM best practices? We are looking to improve the interface for the end user. Currently we've had some negative fee

PreviousStatus field in HPD:Help Desk form

Hello Just wondering if anybody else had used the "Previous Status" field in Incident to pull data? I have been asked to pull a report showing all Incidents that were set to status "Closed" without being set to status "Resolved" first. I thought that querying for All tickets in current stat

Re: Updating People Records issue

Joe From: Vianna Vianna To: arslist@ARSLIST.ORG Sent: Tue, July 20, 2010 10:25:52 AM Subject: Updating People Records issue ** Hello We're using ITSM 7.5. We had an integration feeding our people records which corrupted a majority of them and overwrote them with some bad data. One of the

Updating People Records issue

Hello We're using ITSM 7.5. We had an integration feeding our people records which corrupted a majority of them and overwrote them with some bad data. One of the issues we had was the system modified the First name and Last name to all CAPS rather then proper case. We've since disconnected th

Operational vs Product Categorization

Hello! I've been asked to define Operational and Product Categorization and identify the differences between the two. I'm having a difficult time putting it into words. Does anybody have a brief document or something that can help explain why we differentiate now? Thanks! Vi

Re: Updating Mass People Profiles

able to import just one field as long as you have the Field ID 1 which on CTM:People is the people ID. When you import are you doing an update in the preferences? On Tue, Jun 29, 2010 at 11:50 AM, Vianna Vianna wrote: ** If I want to update just the 1 field in CTM:People, can I simply extract

Re: Updating Mass People Profiles

.org] On Behalf Of Vianna Vianna Sent: Monday, June 28, 2010 4:43 PM To: arslist@ARSLIST.ORG Subject: Updating Mass People Profiles ** Hello all Probably a very easy question for you all... We are using 7.5 and had a 3rd party integration which fed our people records that corrupted a majority

Re: Updating Mass People Profiles

engineer it. Good Luck, Sean From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Vianna Vianna Sent: Monday, June 28, 2010 4:43 PM To: arslist@ARSLIST.ORG Subject: Updating Mass People Profiles ** Hello all Probably a very easy question for

Updating Mass People Profiles

Hello all Probably a very easy question for you all... We are using 7.5 and had a 3rd party integration which fed our people records that corrupted a majority of them, causing alot of incorrect data. I would like to do a mass update of records in the CTM:people form and have pulled all releva

disabling the ability to propose people records

We are currently running 7.5 We have an integration to the H.R. system which feeds the people records. Users that are submitting incidents are often mistyping customer names and therefore not finding a match in the people record, so they proceed to create a ticket by "proposing" a new peop

urgent Reporting question

Using vs. 7.5 I would like to pull a report that shows all incidents which were assigned to a specific group, where the assignee has the member role of “Associate member” I believe I will have to either create a join form, or link 2 forms (if using Crystal to create the report). Anybody have