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On Wed, Feb 12, 2014 at 3:40 PM, Reiser, John J <john.j.rei...@lmco.com>wrote: > ** > > Carl, > > Sorry, I was afraid of being too long winded. > > > > I cleared ALL .arf and .arv files and folders. > > She has even logged in on different machines and it still happens. > > Plus I'm trying to solve this remotely and when I did get to visit and see > the event there wasn't time to try different scenarios. > > I was thinking that when she did log into a different machine she was not > the OSUser and may have had local folder permissions issues. I was assured > that she did try this as well as logging into the PC and ARUser as herself. > > > > Thank you, > > --- > John J. Reiser > Remedy Developer/Administrator > > Senior Software Development Analyst > Lockheed Martin - MS2 > The star that burns twice as bright burns half as long. > Pay close attention and be illuminated by its brilliance. - paraphrased by > me > > > > *From:* Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] *On Behalf Of *Carl Wilson > *Sent:* Wednesday, February 12, 2014 5:30 PM > *To:* arslist@ARSLIST.ORG > *Subject:* EXTERNAL: Re: User not getting window open in Create more > (ARUser 7.6.03) > > > > ** > > Hi, > > Have you cleared out the User Tool local cache files (/HOME directory), > maybe one has become corrupt which is causing the issue? > > This would follow the user profile where they are logged in (if using a > common directory). > > > > Just a thought. > > > ------------------------------ > > > > Kind Regards, > > > > *Carl Wilson* > > > > http://www.missingpiecessoftware.com/ > > > > *From:* Action Request System discussion list(ARSList) [ > mailto:arslist@ARSLIST.ORG <arslist@ARSLIST.ORG>] *On Behalf Of *Reiser, > John J > *Sent:* 12 February 2014 22:19 > *To:* arslist@ARSLIST.ORG > *Subject:* User not getting window open in Create more (ARUser 7.6.03) > > > > ** > > ARS Server 7.6.04 SP5 > > ARUser 7.6.03 > > > > I have three Helpdesk operators taking customer tickets on our home built > helpdesk. > > They run aruser on their windows 7 PC and then there is a third party > utility connected to the phone system that accesses the aruser.exe process > and forces open the appropriate form based on the Helpdesk number that was > called. This 3rd party utility is a blackbox to me and since I can't > prove that it is the culprit I can't force them to call in the vendor for > troubleshooting. > > > > The scenario goes like this: > > A customer calls on Line 1 the utility opens Form 1 in aruser.exe . > > Line 2 opens form 2 and so on. > > All forms are supposed to open in Create (green screen) mode. > > After the request is submitted I close the form with an AL to prevent > window bloat because the 3rd party can't reuse an open window. > > So for one of the operators the process opens in create mode the first > time the aruser.exe is run. All subsequent interaction with the 3rd party > utility opens the correct form but in Search mode. > > > > It's not machine specific. It happens on any machine that the Operator > use. And when I had the Operator use a dummy account with the same > permissions the system worked first time and every time after that. > > > > So we have confined the issue to the Operators account. I saved the > account to another name and created a new user record with the original > name from the Active Directory. She still gets the bad functionality, works > the first time but not subsequent times. > > > > Active Link logs on the operator's account only shows what happens after > the utility runs. > > > > Would the arreload command reset the User-cache and maybe clear her > problem. > > > > Thank you, > > --- > John J. Reiser > Remedy Developer/Administrator > > Senior Software Development Analyst > Lockheed Martin - MS2 > The star that burns twice as bright burns half as long. > Pay close attention and be illuminated by its brilliance. - paraphrased by > me > > > > > > > > _ARSlist: "Where the Answers Are" and have been for 20 years_ > > _ARSlist: "Where the Answers Are" and have been for 20 years_ > _ARSlist: "Where the Answers Are" and have been for 20 years_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
