Nice clarifications! From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Jason Miller Sent: Friday, February 3, 2017 1:48 PM To: [email protected] Subject: Re: Filter Notify Action Dropping Fields
** Just to add to this... If you use email addresses as the Login Name then you can send to their email address and the system is able to look up the User record to find their permissions :) There is also (or at lease there was) a way to add an alias to the Login Name on User form. I wonder if the alias field was added and populated with the email address if the system would be able to find the User record by the email address? Never tried it, just thought of it now. Jason On Fri, Feb 3, 2017 at 10:36 AM, LJ LongWing <[email protected]<mailto:[email protected]>> wrote: ** Paul, There was never a requirement that a field must have public permission to be in a notification. The requirement was instead, that the user receiving the notification had permission to the data in the field. As quite often happened, the notification however was not being sent to a userID, but instead to an email address, which didn't have permission to anything in the system, so, Remedy didn't have permission to divulge the information to that address.....the common workaround to that situation was to grant the field public permission, thus allowing anyone to access the information, thus opening Remedy's permission model to allow the information to go to an unknown user.....the alternative to that workaround was to send notifications to user id's instead of emails, and thus allow the remedy to verify permission needed, and send the email appropriately. On Fri, Feb 3, 2017 at 11:03 AM, Murnane, Phil <[email protected]<mailto:[email protected]>> wrote: ** Not sure it’s applicable, but there used to be a requirement that any field included in an email notification had to have Public read permissions. Not likely to be the problem, but it couldn’t hurt to check. From: Action Request System discussion list(ARSList) [mailto:[email protected]<mailto:[email protected]>] On Behalf Of Jayesh Panchal Sent: Friday, February 3, 2017 12:09 PM To: [email protected]<mailto:[email protected]> Subject: Re: Filter Notify Action Dropping Fields ** Hi, Did you check if your custom AL looked up and set those two field before it notifies? Regards, Jayesh Sent from my Windows 10 phone From: Wallace, Kelvin<mailto:[email protected]> Sent: 03 February 2017 08:20 PM To: [email protected]<mailto:[email protected]> Subject: Filter Notify Action Dropping Fields ** We run Remedy as totally customized on Solaris and Oracle. For about the last 10 years, there is a filter associated with our Help Desk form that performs a notify to our maintenance contract vendor, via email, to repair our faulty equipment. In the text of the Notify action, I basically have 3 fields: 1) $Requester Data$ – which is a concatenation of Name, Phone, Address, City, Zip, etc. of the requester, 2) $Equipment Data$ - which is a concatenation of Asset Tag, Serial Number, Description, Model, Purchase Date, etc. and 3) the Short Description of the problem. The $Requester Data$ and $Equipment Data$ fields are populated by an AL when the lookup occurs for the requester and for the equipment. Last month, we upgraded from 7.6.4 to 8.1.2. Even though $Requester Data$ and $Equipment Data$ are listed in the text of the notify, they show up blank in the email. What the notify used to look like (and what it should be now): John Smith 407-555-8776<tel:(407)%20555-8776> 9999 South Orange Blossom Trail Orlando District Office & Work Center Orlando -- 32809-7999 Asset Tag = 00096944 Serial = 1F4J3XX PC Dell Notebook Quad Core 2.5 GHz Model Number = HD7RD Model Description = Latitude E6430 Purchase Date = 5/7/2013 Maint Code = C Problem Description: Dell Latitude E6430 00096944, bad Video Card, Dell Diagnostics reports Error2000-0332, Validation: 75863 What it looks like now: Problem Description: Dell Latitude E6430 00096944, bad Video Card, Dell Diagnostics reports Error2000-0332, Validation: 75863 In subsequent testing, I can create the same information if I list the fields individually – with the exception of the Purchase Date. This field comes from another field of the type Timestamp, where I have set the field as DATE($Purchase Date) to strip off the time of day. It seems that concatenating or running a Function to create a value in a field causes the Notify to ignore that field when it generates the email message. Can anyone shed some light on this issue? Thanks, Kelvin R. Wallace Data Processing Manager Office of Agriculture Technology Services Florida Department of Agriculture and Consumer Services (850) 245-1067<tel:(850)%20245-1067> - Office (850) 245-1075<tel:(850)%20245-1075> - Fax [email protected]<mailto:[email protected]> The Mayo Building 407 South Calhoun Street Room B-11, Mail Stop M-3 Tallahassee FL 32399-0800 www.FreshFromFlorida.com<http://www.freshfromflorida.com/> Please note that Florida has a broad public records law (Chapter 119, Florida Statutes). Most written communications to or from state employees are public records obtainable by the public upon request. 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