I am having issues when I add new change reason value in infrastructure
change related forms. When I select the new change reason , the CRQ should
move forward to Scheduled status from Draft.
I have created a new process flow where the CRQ moves forward from Draft to
Scheduled for No Impact
Hi Lokesh,
OOB workflow does work for OOB change reason field. You need to make sure
OOB workflow also works for new attribute you have created for change
reason field.
Enable server side log and find out workflow use change reason field to
initiate approval process and make sure same workflow
Hi Lokesh,
Below error indicates selection field does not have value is in the list
being configured. For you need to add your new attribute to Approval-change
join form as well.
Check, transaction in filter+SQL log @ same timestamp mentioned in approval
log, you will get it.
APPR [Fri Jul 19
Hi lokesh,
I am assuming that you have configued a new status reason fr a change
status from the Sys:Menu items .Now,you are getting the error while saving
the request using this new change status reason.If you check the logs you
will find that whatever you select in the status reason that value
Are you using overlays? You'll need to create overlays for all of the chg join
forms that have the status reason field. Especially the chg dtl-sig 3 way join
form.
Did you update the approval mappings form as well?
Jason Bess
On Jul 22, 2013, at 3:03 AM, Lokesh Jayaraman
Classification: UNCLASSIFIED
Caveats: My Default Caveat
All,
Our customer is requesting statistics from Remedy. We do not have our
Analytics currently installed. Is there a way to query Incident Management for
number of tickets submitted, acknowledged within 12 hours and resolved within
48
You would need to query the Status History field depending on how the customer
acknowledges the Incident.
-Original Message-
From: Ratliff, Jameka L CIV USARMY INSCOM (US) (US)
jameka.l.ratliff@mail.mil
To: arslist arslist@ARSLIST.ORG
Sent: Mon, Jul 22, 2013 1:43 pm
Subject:
Has anyone had this with 7.6.4? We are getting reports of a ton of
Change tasks vanishing from the system. I asked my DBA to turn on
logging for the B tables but I am not seeing anything. We are using the
Classic view of ITSM 7.6.4.
Thanks
ARS 7.6.4 SP 4
ITSM 7.6.4 SP 4
RKM 7.6.4 SP 4
Hi All - I just tried adding the BIRT tool to my PC (version 2.5.1) and
then tried to modify the OOTB Change report to correct the page height.
I then tried to re-load that .rptdesign back to my dev server and now
when I run the report it doesn't show anything.
Is there a special way I have to
Anyone know how BMC's support website takes incoming emails and associates them
to incidents? I'm looking into how to do that, creating work info entries from
incoming emails. We're on 7.5 ARS/ITSM and going to 8.X isn't an option at this
time.
TIA
Jim
How do you know they are Disappearing? Are they being assigned to
someone, and when they go to look they are gone? Does someone add
information to the task, and then it disappears? Do you have an audit trail
of the Task being created? Are the tasks being created manually or via a
task group or
It can be pretty complicated.
You will need to have workflow that watches the AR System Email messages
form, and when an email comes in, you can, in the simplest case, use the
HPD:IncidentInterface_Create form to push a new incident into Help Desk.
YOu could then attach the email as a work info
Hi Christie,
Is it attachments that are vanishing from the system or Task records associated
with Change Requests?
If it is actual Task records disappearinghave you done an upgrade or
anything recently? Were any Task records imported or migrated?
Regards,
Ryan.
From: Action Request
Were the tasks saved before the Attachment was added? If not the attachment
never really got attached.
Teresa
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Downing, Ryan
Sent: Monday, July 22, 2013 1:34 PM
To: arslist@ARSLIST.ORG
Subject: Re:
It's pretty simple doing exactly what you propose. I built and tested
basically that over a weekend, using an Escalation that pushes all incoming
emails (with some basic validation) to an email processing form. From there I
check for a valid People record tied to the email address in the
Thanks Douglas. I can't figure out how to get the email to be picked up by the
email engine to begin with, without submitting as a template, i.e. including
#AR-Message-Begin and the server/user/pw etc. I've got filters on the Messages
form to fire on submit where direction = Inbound, and to
Jameka:
The acknowledgement is the tricky part if you don't have Analytics set up,
because the Responded Date field doesn't get populated in all cases. And like
Roger says, it depends on how you define acknowledgement at your site. For us,
we set up Response targets in SLM based on the
It is now time to VOTE for this years ARSList MVP and BMC Beyond the Call.
The rules changed a bit this year regarding the nomination process, which
allows us to have a larger pool of nominees than would normally be
available, which brings its own challenges. The voting will run 4 weeks
this
This has nothing to do with Tasks. This is all around the attachments
on the parent Change's Work Info tab. Our Help Desk is building these
Changes with a template then go in and add a Work Info with an
attachment (Summary is just notes CRQ then attach the document).
Then they select Next Stage
Irritating issue on our 7.0.1 patch 012 server (running on Solaris against
Oracle) - email logging.
The AR Email Error Logs form is always being populated. I set the entries
in the logging.properties file to :
com.remedy.arsys.emaildaemon.level = SEVERE
The users may need to do a save prior to using the Next stage button on the
process flow bar - The work info records are stored in a separate table and
I am not postive that the Next Stage takes care of saving the work info
record. I am sure someone else will come along and confirm/deny...
On
Claire,
Please accept my sincerest apologies in the misspelling of your name.
It is now time to VOTE for this years ARSList MVP and BMC Beyond the Call.
The rules changed a bit this year regarding the nomination process, which
allows us to have a larger pool of nominees than would normally be
Do you have server side logging turned on? If you have
Filter/SQL/Escalation logging turned on you should be able to search for
the INSERT/DELETE to the B table and see who did it and if you are really
lucky the workflow that did it. One you know who and when you can
hopefully identify a user
Assuming you have response and resolution SLAs and use the SLM engine
then use the Helpdesk_SLA join. This will provide elapsed time if the
relevant SLA (at least since the last update). Search using the
submit_date and pump into Crystal reports or Excel for a breakdown
Stuart Schon
Service
Hi,
You can use one fixed user for all email coming from unregister email I'd in
remedy and say requter's FN, LN, location same for all same kind of request
except email I'd. Carry same email I'd (from where original email come) on
incident form (through interface form) in customer email I'd
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