Jamie, If you can give us some more information about your environment and what you are using for the automation, we can probably give you more assistance. an example would be" ARS 6.3 Patch 18 HD 6.0 Oracle 10 w/9 libraries Oracle on a remote server Windows 2003 4 gig on app server and 8 gig on DB server
Claire ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Heinzel, Jamie Sent: Tuesday, May 13, 2008 1:45 PM To: [email protected] Subject: Re: Import into HPD:HelpDesk ARS 6.3 ** Thanks for all your help and guidance on this, I'll try what you said and see how it goes. Jamie ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Scott Parrish Sent: Tuesday, May 13, 2008 1:49 PM To: [email protected] Subject: Re: Import into HPD:HelpDesk ARS 6.3 Jamie, Without knowing all of the ins and outs of your environment and exactly what you are trying to do it's hard to say what the best route may be, but if it were me, I would probably create a Display Only staging form with just the fields that are being imported. I would have workflow that executes On Merge to push the data from the staging form into the HPD:HelpDesk form (as this will cause a submit and all workflow that executes on submit will execute). There's many ways to skin this cat, this is just one of them. Scott Parrish IT Prophets, LLC (770) 653-5203 www.itprophets.com ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Heinzel, Jamie Sent: Tuesday, May 13, 2008 1:40 PM To: [email protected] Subject: Re: Import into HPD:HelpDesk ARS 6.3 No this is going to be an ongoing process. I'm still trying to figure out the best way to do it, so all options are on the table. I think it's obvious from my posts that I'm fairly new to Remedy. This is part of a larger automation project that I'm working on and scripted creation of Remedy profiles and tickets are part of it. Jamie ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Scott Parrish Sent: Tuesday, May 13, 2008 1:32 PM To: [email protected] Subject: Re: Import into HPD:HelpDesk ARS 6.3 To Rick's point: The issue you are running into, I believe, is that none of the filter workflow associated with generating a help desk ticket executes on merge, therefore, the SHR:ConsolidatedList form isn't going to be populated. If this is going to be an ongoing process you will need to modify some of the out-of-the-box filter workflow. If it's a one-time thing you could, conceivable, find a way to trigger the push OR export what you have imported and import that export into the SHR:ConsolidatedList. Scott Parrish IT Prophets, LLC (770) 653-5203 www.itprophets.com ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Tuesday, May 13, 2008 1:16 PM To: [email protected] Subject: Re: Import into HPD:HelpDesk ARS 6.3 ** The support console is sourced in the SHR:ConsolidatedList form. You will need to look at the workflow that pushes to there when a Help Desk record is created, and ensure that workflow fires when you import your tickets. Rick On Tue, May 13, 2008 at 10:01 AM, Heinzel, Jamie <[EMAIL PROTECTED]> wrote: ** I'm looking for some assistance in importing from a csv into HPD:HelpDesk to create tickets as part of a batch process when a new user is set up. I have the import working, but it doesn't seem that the tickets are showing up in Remedy User. They show up if I do a search for open tickets, but they aren't showing up in the support console for some reason. I can provide any additional information that is needed to help out. If someone has done this before or if someone can point me in the right direction it would be great. Thanks in advance, Jamie ________________________________ This communication may contain confidential Protected Health Information. This information is intended only for the use of the individual or entity to which it is addressed. The authorized recipient of this information is prohibited from disclosing this information to any other party unless required to do so by law or regulation and is required to destroy the information after its stated need has been fulfilled. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, or action taken in reliance on the contents of these documents is strictly prohibited by federal law. 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