I'm going to run an Escalation on the User form to do a set fields of the login to be lower(login) and hopefully that fixes it. I fixed the Escalation that pulls the data in from LDAP nightly to do so, but as a result of data changes to our HR system which feeds Active Directory, there is data missing that I exclude from the updates in Remedy so some of those users aren't being fixed automatically. Plus with this issue, I could do a similar thing with the search preferences and even the ar system user preferences just to be sure. My only concern is that if the system tries to block me from making that kind of update (I have submitter mode locked), I may have to go the SQL route which is easier, but I try to avoid directly updating Remedy data via SQL.
Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Carl Wilson Sent: Monday, December 10, 2012 4:43 PM To: [email protected] Subject: Re: AR System Searches Preference Error ** Hi, the case does matter for Login ID and preference form records. This usually manifests on SRM more than other consoles. Removing the preference records and allowing the system to create with the correct case is the normal fix. Cheers Carl http://www.missingpiecessoftware.com/ From: Action Request System discussion list(ARSList) [mailto:[email protected]]<mailto:[mailto:[email protected]]> On Behalf Of Pierson, Shawn Sent: 10 December 2012 22:32 To: [email protected]<mailto:[email protected]> Subject: AR System Searches Preference Error ** Good afternoon folks, I'm running into a weird issue on ITSM and ARS 7.6.4 that I wanted to run past you all. Basically, the user was experiencing an issue where they try to get to the Incident form, and the only thing they get is a grey screen on the Mid Tier. The system isn't trying to load anything, the rest of the I.T. Home Page basically works, so the user can navigate elsewhere, they just can't open the Incident form in any fashion. When I look at the logs on the Mid Tier, I saw this error: Dec 10, 2012 4:17:48 PM - WARNING (com.remedy.log.SESSION) : (Thread 46) com.remedy.arsys.goat.aspects.IARUserSearchesServiceCacheAspect ajc$around$com_remedy_arsys_goat_aspects_IARUserSearchesServiceCacheAspect$1$181ba497 Could not load searches from the previously loaded preference server REMEDYSERVERNAME for user USERHAVINGTHEISSUEon form HPD:Help Desk That made me curious, as I haven't really looked into how the stored searches work so I found and opened up the AR System Searches Preference form. There were a couple of records there, which I deleted. After deleting them, the user could open the Incident screen with no problems. When comparing the records with their username to records of searches performed by people who aren't having problems, I couldn't really detect a difference other than the case of the login name, which shouldn't matter on SQL Server. Has anyone else seen this issue? If so, what was the cause, and how did you permanently fix it? Thanks, Shawn Pierson Remedy Developer | Energy Transfer Private and confidential as detailed here<http://www.sug.com/disclaimers/default.htm#Mail>. If you cannot access hyperlink, please e-mail sender. _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
