I recently went through an exercise with BMC regarding the 'server=' value when using the 'Web URL' notification. The short answer is that remedy uses it's 'fqdn' when doing these links, and there is no configuration option available to configure it, in your situation I must assume it's using the IP because it can't get the 'name.domain.com'....but in either case...you have no options to configure this. A 'workaround' to this problem was pointed out, and it ended up coming from our own Misi....but the work around is to write a filter on your AR Server Email Messages form with a qual of 'Plain Text Body' LIKE "%&server=<your problem value>&%" and have a setfield action similar to REPLACE($Plain Text Body$, "&server=<your problem value>&", "&server=<what you want it to be>&") I implemented this work around and it works very well....but I tried opening a bug on this, they gave the standard 'working as designed' spiel, so I opened an enhancement request to make it possible to specify the value in this URL...who knows if we will ever get this enhancement....so for the time being, I just have this in my 'bag of tricks'. Let me know if this does it for you.
_____ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of HonnourPrahalladachar, PhaniRaja Sent: Thursday, June 26, 2008 2:18 AM To: [email protected] Subject: WEB URL has IP Address in $SERVER$ ** Hi All, We have a small glitch in the ITSM 7 notification. The notifications from our ITSM 7 server is as mentioned below: < <http://mid-tierserver.com/arsys/servlet/ViewFormServlet?form=NTE%3aNotifier &server=(IP Address of the Remedy Load Balancer)&eid=NTS000000396855> http://mid-tierserver.com/arsys/servlet/ViewFormServlet?form=NTE%3aNotifier&; server=(IP Address of the Remedy Load Balancer)&eid=NTS000000396855> Link is expected to have the Load Balancer server name, but instead it contains the Load Balancer ip address. The hosts file in Remedy servers & mid-tier server have got the Remedy Load Balancer IP address mapped with the Remedy Load balancer name. One other thing is that in Mid-Tier configuration, Remedy Load Balancer Name is configured (not the IP Address) . If we access the URL using server= "IP address" of the Remedy Load Balancer it comes up with the message " the server is not registered".in those lines. The ServerName in the ar.cfg file is also mapped to the Remedy Load balancer Name. It will be helpful is anybody can throw light on this. We have AR service with the following configuration: ARS 7.1 Patch # 1 ITSM 7.0.3 Patch 6 Midtier 7.1 Patch 001 Windows 2003 Servers, SQL 2005 Phani. Voip: +44 20718 25413 ~Whatever It Takes~ This e-mail and any attachment is for authorised use by the intended recipient(s) only. It may contain proprietary material, confidential information and/or be subject to legal privilege. It should not be copied, disclosed to, retained or used by, any other party. If you are not an intended recipient then please promptly delete this e-mail and any attachment and all copies and inform the sender. Thank you. __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
