Carey,
That was PRECISELY the issue. I spent a very frustrating 15
minutes on the phone this morning with Remedy support trying to get an
answer to my question. While I did not get my simple question about
product functionality answered by Remedy support, they did
single-handedly answer my question of, "Who provides the WORST tech
support EVER?"
Thank you for your speedy, articulate, accurate response to my
question. You rock!
Michael Durrant
[EMAIL PROTECTED]
Share what you know. Learn what you don't.
-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Monday, March 12, 2007 11:48 AM
To: [email protected]
Subject: Re: Email templates
Michael,
( My guess is that when the content template is used you are getting the
static text and maybe some of the variables substituted in, but not all.
Am I correct? )
You are likely facing a permissions issue to the fields in question.
Add "Public" permission to the fields in question and your problem
should go away.
If adding Public permission is not acceptable, then make sure that your
notification action is to an ARS 'Login Name' value and that the user in
question has enough access to the field(s) in question via other groups.
( That should work too, but it is more complicated to guarantee that all
'Login Names' that might be put in the field will have at least Group
"X" in their 'Group List'. )
HTH.
--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)
Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap.... Pick two.
On 3/12/07, Durrant, Michael M. - ITSD <[EMAIL PROTECTED]> wrote:
> **
>
> Listers,
>
> Environment:
> AR Server 7.0.00 Patch 002 on Windows Server 2003
> MS SQL 2000
>
> I have a notify action in a filter that fires when we close a case
> - the notify action sends an email to the user requesting that they
> fill out our web-based survey. My problem is this:
>
> When I use the Text field of the notify action, variable
> substitution works. I have the following in my text field:
>
> The $IDHW Help Desk$ Help Desk recently resolved an issue for you.
> Please fill out the Survey at
> <https://survey/wsb.dll/helpdesk1/itsd_helpdesk_css.htm?wsb0=$Assigned
> To Individual+$&wsb1=$Case ID+$&wsb7=$Summary$> . The Problem was
> $Summary$. Log was completed by $Assigned To Individual+$.
>
> ... and I get an email message that says:
>
> The ITSD Help Desk recently resolved an issue for you. Please fill out
> the Survey at
> <https://survey/wsb.dll/helpdesk1/itsd_helpdesk_css.htm?wsb0=Michael
> Durrant&wsb1=HD0000000170206&wsb7=TEST SURVEY: Does it work?> . The
> Problem was TEST SURVEY: Does it work?. Log was completed by Michael
> Durrant.
>
> However, when I put the same text in an email template and specify
> that template in the Content template of the notify action, variable
> substitution doesn't happen.
>
> Am I doing something wrong or is the product functioning as designed?
>
> Michael Durrant
> IT Systems Integration Analyst
> Division of Information Technology
> Idaho Department of Health and Welfare
> Email: [EMAIL PROTECTED]
> Share what you know. Learn what you don't.
> ----------------------------------------------------------
> Computer problems? Please call the IT Help Desk at 800-399-3503 or
> email [EMAIL PROTECTED] Please do not send requests for
> assistance directly to me as I may not be able to respond immediately.
>
>
>
> The information contained in this email may be privileged,
> confidential or otherwise protected from disclosure. All persons are
> advised that they may face penalties under state and federal law for
> sharing this information with unauthorized individuals. If you
> received this email in error, please reply to the sender that you have
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after replying to the sender.
> __20060125_______________________This posting was submitted with HTML
> in it___
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