Resolved and very strange (Incident new and search windows not opening for some users, in ITSM 7.6.4)

2012-07-02 Thread Remedy 
All,

 

This was a strange issue and resolution.

 

What the core issue was is that there was some bad data in the "AR:System
Searches Preferences" form.

 

What had happened is that there was a saved search (in incident) using a
report, however, the report was deleted. So it appears that when the
"Landing page" opens for incident search or new, the system opens (or looks)
at all the searches under "My Reports". So the bad report would not let the
incident search or new form open. So I looked at the report info in the form
and could not find it in the list of reports. When removed the report (there
was only one), it worked.

 

It took fiddler, user (pop-up) and  mid-tier logging, for BMC support to
find it, but they found the form that was causing the hang-up. After looking
around  I found the report.

 

I wonder if this was a bug, but this might be a feature. 

 

If anyone wants any other info on this, let me know.

 

Keep well and take care of your kidneys,

 

Howard

 

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Arner, Todd
Sent: Friday, June 29, 2012 11:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: Incident new and search windows not opening for some users, in
ITSM 7.6.4

 

** 

Howard,

I have seen similar issues where portions of a form will not display for a
user that have the correct permissions.  This issue also followed the user
login on any PC.  I found flushing the mid-tier cache resolved our issue.

 

Hope that helps

 

Todd Arner

Great Lakes

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta)
Sent: Friday, June 29, 2012 8:37 AM
To: arslist@ARSLIST.ORG
Subject: Incident new and search windows not opening for some users, in ITSM
7.6.4

 

** 

Good morning, afternoon and evening all,

 

I have a strange issue (well most of mine are), with some users not able
open the incident search and new windows. 

 

I have verified that the users have the correct permissions (in fact I gave
one the same rights that I have) and yet some users when they go to incident
new or search the windows loading window comes up and just hangs.

 

Also in the logging the last Activelink action is "ActiveLink:
SHR:LHP:EventHandler_ReturnAnyOfTheseTerms - Fri Jun 29 2012 9:13:32 AM

False actions:" and it just hangs there. If I use my login (or another that
works) runs this activelink and then goes to the next action.

 

Its not a pc issue, since I can use my login and everything works great, but
if I use one of the users logins that have an issue the screen just hangs.
Also I have tried this on a couple of other PCs with no luck.

 

We have applied the latest hot fix to the mid-tiers and restarted them, with
no luck. BMC support has no idea what might be the issue as of now (webex
planned for later today), but I just wanted to see if anyone had seen
anything like this.

 

By the way the load window never times out.

 

Any ideas?

 

Happy Friday to all and take care of your kidneys,

 

Howard

 

 <http://www.coxenterprises.com/> Description: Description: Cox Enterprises,
Inc

Howard Richter, Remedy Administrator

6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524  

Email = howard.rich...@coxinc.com

Office = 678.645.4633, Cell = 404.226.2745

Cox Innovation Agent (CIA)

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Re: Incident new and search windows not opening for some users, in ITSM 7.6.4

2012-06-29 Thread ravi rai 

Howard,
if you are on IE press F12 and under Cache select clear browser cache for this 
domain 
close all browser and try 
 
Ravi 
 



Date: Fri, 29 Jun 2012 14:55:36 -0400
From: hbr4...@gmail.com
Subject: Re: Incident new and search windows not opening for some users, in 
ITSM 7.6.4
To: arslist@ARSLIST.ORG

** 





Thanks to all for the ideas, however, non-have helped.
 
>From removing the incident permission’s and then re-adding them, flushing 
>every cache in the mid-tier that BMC support can think of and even removing 
>some cached files, looking at the CTM:PeoplePermissionGroups form,  to even 
>removing the user preferences forms, and nothing has worked.
 
Its very strange, other apps (like problem and change) open up with no issues. 
However, incident search/new just hang. 
 
Well lets see what BMC does with fiddler, mid-tier and user login I just sent 
them.
 
If I hear anything I will post it.
 
As always thanks and remember to take care of your kidneys,
 
Howard

 
 
 
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ibbi
Sent: Friday, June 29, 2012 2:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: Incident new and search windows not opening for some users, in 
ITSM 7.6.4
 
** 
Did you have a look at the 'user' form and see of the permissions are the same 
for both users in there?

 

Can you please also try delete the user at preferences and see if that work? 

 

I had a very similar issue and web I checked my permissions with the other 
user, the permissions did not match user form from the people form permissions 
for the other users. And simply deleting the AR preference for the user did the 
job with flushing the cache. It took me forever. 

 

Do follow up.

 

My environment 7.4.04 sp2.


Sent from my iPhone


On Jun 29, 2012, at 12:39 PM, Howard Richter  wrote:


** 
Todd,
 
Thanks. I have tried even removing the cached files, restarting the server 
(i.e. box), all with no luck. 
 
The strange thing is the permission are the same for two users, one that works 
and one that fails.
 
It only happens in the incident search or new, all other forms work great.
 
Howard
 
 
 
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Arner, Todd
Sent: Friday, June 29, 2012 11:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: Incident new and search windows not opening for some users, in 
ITSM 7.6.4
 
** 
Howard,
I have seen similar issues where portions of a form will not display for a user 
that have the correct permissions.  This issue also followed the user login on 
any PC.  I found flushing the mid-tier cache resolved our issue.
 
Hope that helps
 
Todd Arner
Great Lakes
 
 
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta)
Sent: Friday, June 29, 2012 8:37 AM
To: arslist@ARSLIST.ORG
Subject: Incident new and search windows not opening for some users, in ITSM 
7.6.4
 
** 
Good morning, afternoon and evening all,
 
I have a strange issue (well most of mine are), with some users not able open 
the incident search and new windows. 
 
I have verified that the users have the correct permissions (in fact I gave one 
the same rights that I have) and yet some users when they go to incident new or 
search the windows loading window comes up and just hangs.
 
Also in the logging the last Activelink action is “ActiveLink: 
SHR:LHP:EventHandler_ReturnAnyOfTheseTerms - Fri Jun 29 2012 9:13:32 AM
False actions:” and it just hangs there. If I use my login (or another that 
works) runs this activelink and then goes to the next action.
 
Its not a pc issue, since I can use my login and everything works great, but if 
I use one of the users logins that have an issue the screen just hangs. Also I 
have tried this on a couple of other PCs with no luck.
 
We have applied the latest hot fix to the mid-tiers and restarted them, with no 
luck. BMC support has no idea what might be the issue as of now (webex planned 
for later today), but I just wanted to see if anyone had seen anything like 
this.
 
By the way the load window never times out.
 
Any ideas?
 
Happy Friday to all and take care of your kidneys,
 
Howard
 

Howard Richter, Remedy Administrator
6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524  
Email = howard.rich...@coxinc.com
Office = 678.645.4633, Cell = 404.226.2745
Cox Innovation Agent (CIA)

Submit your idea today for a chance to earn a badge and be entered into a 
monthly drawing for a $10 gift card.
Submit your idea: http://innovation.coxenterprises.com/ideas 
View your badges: 
http://innovation.coxenterprises.com/ideas/SitePages/yourbadges.aspx
 
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Re: Incident new and search windows not opening for some users, in ITSM 7.6.4

2012-06-29 Thread Ibbi 
Howard,

Hopefully they can resolve it. Do let us know what the solution was and the 
steps they took.

Sent from my iPhone

On Jun 29, 2012, at 2:55 PM, Howard Richter  wrote:

> **
> Thanks to all for the ideas, however, non-have helped.
>  
> From removing the incident permission’s and then re-adding them, flushing 
> every cache in the mid-tier that BMC support can think of and even removing 
> some cached files, looking at the CTM:PeoplePermissionGroups form,  to even 
> removing the user preferences forms, and nothing has worked.
>  
> Its very strange, other apps (like problem and change) open up with no 
> issues. However, incident search/new just hang.
>  
> Well lets see what BMC does with fiddler, mid-tier and user login I just sent 
> them.
>  
> If I hear anything I will post it.
>  
> As always thanks and remember to take care of your kidneys,
>  
> Howard
>  
>  
>  
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Ibbi
> Sent: Friday, June 29, 2012 2:03 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Incident new and search windows not opening for some users, in 
> ITSM 7.6.4
>  
> **
> Did you have a look at the 'user' form and see of the permissions are the 
> same for both users in there?
>  
> Can you please also try delete the user at preferences and see if that work? 
>  
> I had a very similar issue and web I checked my permissions with the other 
> user, the permissions did not match user form from the people form 
> permissions for the other users. And simply deleting the AR preference for 
> the user did the job with flushing the cache. It took me forever. 
>  
> Do follow up.
>  
> My environment 7.4.04 sp2.
> 
> Sent from my iPhone
> 
> On Jun 29, 2012, at 12:39 PM, Howard Richter  wrote:
> 
> **
> Todd,
>  
> Thanks. I have tried even removing the cached files, restarting the server 
> (i.e. box), all with no luck.
>  
> The strange thing is the permission are the same for two users, one that 
> works and one that fails.
>  
> It only happens in the incident search or new, all other forms work great.
>  
> Howard
>  
>  
>  
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Arner, Todd
> Sent: Friday, June 29, 2012 11:27 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Incident new and search windows not opening for some users, in 
> ITSM 7.6.4
>  
> **
> Howard,
> I have seen similar issues where portions of a form will not display for a 
> user that have the correct permissions.  This issue also followed the user 
> login on any PC.  I found flushing the mid-tier cache resolved our issue.
>  
> Hope that helps
>  
> Todd Arner
> Great Lakes
>  
>  
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta)
> Sent: Friday, June 29, 2012 8:37 AM
> To: arslist@ARSLIST.ORG
> Subject: Incident new and search windows not opening for some users, in ITSM 
> 7.6.4
>  
> **
> Good morning, afternoon and evening all,
>  
> I have a strange issue (well most of mine are), with some users not able open 
> the incident search and new windows.
>  
> I have verified that the users have the correct permissions (in fact I gave 
> one the same rights that I have) and yet some users when they go to incident 
> new or search the windows loading window comes up and just hangs.
>  
> Also in the logging the last Activelink action is “ActiveLink: 
> SHR:LHP:EventHandler_ReturnAnyOfTheseTerms - Fri Jun 29 2012 9:13:32 AM
> False actions:” and it just hangs there. If I use my login (or another that 
> works) runs this activelink and then goes to the next action.
>  
> Its not a pc issue, since I can use my login and everything works great, but 
> if I use one of the users logins that have an issue the screen just hangs. 
> Also I have tried this on a couple of other PCs with no luck.
>  
> We have applied the latest hot fix to the mid-tiers and restarted them, with 
> no luck. BMC support has no idea what might be the issue as of now (webex 
> planned for later today), but I just wanted to see if anyone had seen 
> anything like this.
>  
> By the way the load window never times out.
>  
> Any ideas?
>  
> Happy Friday to all and take care of your kidneys,
>  
> Howard
>  
> 
> Howard Richter, Remedy Administrator
> 6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524 
> Email = howard.rich...@coxinc.com
> Office = 678.645.4633, Cell = 404.226.2745
> Cox Innovation Agent (CIA)
> 
> Submit your idea today for a chance to earn a badge and be enter

Re: Incident new and search windows not opening for some users, in ITSM 7.6.4

2012-06-29 Thread Howard Richter 
Thanks to all for the ideas, however, non-have helped.

 

>From removing the incident permission’s and then re-adding them, flushing 
>every cache in the mid-tier that BMC support can think of and even removing 
>some cached files, looking at the CTM:PeoplePermissionGroups form,  to even 
>removing the user preferences forms, and nothing has worked.

 

Its very strange, other apps (like problem and change) open up with no issues. 
However, incident search/new just hang. 

 

Well lets see what BMC does with fiddler, mid-tier and user login I just sent 
them.

 

If I hear anything I will post it.

 

As always thanks and remember to take care of your kidneys,

 

Howard

 

 

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ibbi
Sent: Friday, June 29, 2012 2:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: Incident new and search windows not opening for some users, in 
ITSM 7.6.4

 

** 

Did you have a look at the 'user' form and see of the permissions are the same 
for both users in there?

 

Can you please also try delete the user at preferences and see if that work? 

 

I had a very similar issue and web I checked my permissions with the other 
user, the permissions did not match user form from the people form permissions 
for the other users. And simply deleting the AR preference for the user did the 
job with flushing the cache. It took me forever. 

 

Do follow up.

 

My environment 7.4.04 sp2.


Sent from my iPhone


On Jun 29, 2012, at 12:39 PM, Howard Richter  wrote:

** 

Todd,

 

Thanks. I have tried even removing the cached files, restarting the server 
(i.e. box), all with no luck. 

 

The strange thing is the permission are the same for two users, one that works 
and one that fails.

 

It only happens in the incident search or new, all other forms work great.

 

Howard

 

 

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Arner, Todd
Sent: Friday, June 29, 2012 11:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: Incident new and search windows not opening for some users, in 
ITSM 7.6.4

 

** 

Howard,

I have seen similar issues where portions of a form will not display for a user 
that have the correct permissions.  This issue also followed the user login on 
any PC.  I found flushing the mid-tier cache resolved our issue.

 

Hope that helps

 

Todd Arner

Great Lakes

 

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta)
Sent: Friday, June 29, 2012 8:37 AM
To: arslist@ARSLIST.ORG
Subject: Incident new and search windows not opening for some users, in ITSM 
7.6.4

 

** 

Good morning, afternoon and evening all,

 

I have a strange issue (well most of mine are), with some users not able open 
the incident search and new windows. 

 

I have verified that the users have the correct permissions (in fact I gave one 
the same rights that I have) and yet some users when they go to incident new or 
search the windows loading window comes up and just hangs.

 

Also in the logging the last Activelink action is “ActiveLink: 
SHR:LHP:EventHandler_ReturnAnyOfTheseTerms - Fri Jun 29 2012 9:13:32 AM

False actions:” and it just hangs there. If I use my login (or another that 
works) runs this activelink and then goes to the next action.

 

Its not a pc issue, since I can use my login and everything works great, but if 
I use one of the users logins that have an issue the screen just hangs. Also I 
have tried this on a couple of other PCs with no luck.

 

We have applied the latest hot fix to the mid-tiers and restarted them, with no 
luck. BMC support has no idea what might be the issue as of now (webex planned 
for later today), but I just wanted to see if anyone had seen anything like 
this.

 

By the way the load window never times out.

 

Any ideas?

 

Happy Friday to all and take care of your kidneys,

 

Howard

 

 <http://www.coxenterprises.com/> 

Howard Richter, Remedy Administrator

6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524  

Email = howard.rich...@coxinc.com

Office = 678.645.4633, Cell = 404.226.2745

Cox Innovation Agent (CIA)

 
<http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge20-Lg.png> 
 
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View your badges: http://innovation.coxenterprises.com/ideas/SitePages/ 
<http://innovation.coxenterprises.com/ideas/SitePages/yourbadges.aspx> 
yourbadges.aspx

 

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Re: Incident new and search windows not opening for some users, in ITSM 7.6.4

2012-06-29 Thread Ibbi 
Did you have a look at the 'user' form and see of the permissions are the same 
for both users in there?

Can you please also try delete the user at preferences and see if that work? 

I had a very similar issue and web I checked my permissions with the other 
user, the permissions did not match user form from the people form permissions 
for the other users. And simply deleting the AR preference for the user did the 
job with flushing the cache. It took me forever. 

Do follow up.

My environment 7.4.04 sp2.

Sent from my iPhone

On Jun 29, 2012, at 12:39 PM, Howard Richter  wrote:

> **
> Todd,
>  
> Thanks. I have tried even removing the cached files, restarting the server 
> (i.e. box), all with no luck.
>  
> The strange thing is the permission are the same for two users, one that 
> works and one that fails.
>  
> It only happens in the incident search or new, all other forms work great.
>  
> Howard
>  
>  
>  
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Arner, Todd
> Sent: Friday, June 29, 2012 11:27 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Incident new and search windows not opening for some users, in 
> ITSM 7.6.4
>  
> **
> Howard,
> I have seen similar issues where portions of a form will not display for a 
> user that have the correct permissions.  This issue also followed the user 
> login on any PC.  I found flushing the mid-tier cache resolved our issue.
>  
> Hope that helps
>  
> Todd Arner
> Great Lakes
>  
>  
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta)
> Sent: Friday, June 29, 2012 8:37 AM
> To: arslist@ARSLIST.ORG
> Subject: Incident new and search windows not opening for some users, in ITSM 
> 7.6.4
>  
> **
> Good morning, afternoon and evening all,
>  
> I have a strange issue (well most of mine are), with some users not able open 
> the incident search and new windows.
>  
> I have verified that the users have the correct permissions (in fact I gave 
> one the same rights that I have) and yet some users when they go to incident 
> new or search the windows loading window comes up and just hangs.
>  
> Also in the logging the last Activelink action is “ActiveLink: 
> SHR:LHP:EventHandler_ReturnAnyOfTheseTerms - Fri Jun 29 2012 9:13:32 AM
> False actions:” and it just hangs there. If I use my login (or another that 
> works) runs this activelink and then goes to the next action.
>  
> Its not a pc issue, since I can use my login and everything works great, but 
> if I use one of the users logins that have an issue the screen just hangs. 
> Also I have tried this on a couple of other PCs with no luck.
>  
> We have applied the latest hot fix to the mid-tiers and restarted them, with 
> no luck. BMC support has no idea what might be the issue as of now (webex 
> planned for later today), but I just wanted to see if anyone had seen 
> anything like this.
>  
> By the way the load window never times out.
>  
> Any ideas?
>  
> Happy Friday to all and take care of your kidneys,
>  
> Howard
>  
> 
> Howard Richter, Remedy Administrator
> 6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524 
> Email = howard.rich...@coxinc.com
> Office = 678.645.4633, Cell = 404.226.2745
> Cox Innovation Agent (CIA)
> 
> Submit your idea today for a chance to earn a badge and be entered into a 
> monthly drawing for a $10 gift card.
> Submit your idea: http://innovation.coxenterprises.com/ideas 
> View your badges: 
> http://innovation.coxenterprises.com/ideas/SitePages/yourbadges.aspx
>  
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
> The information contained in this communication may be confidential, is 
> intended only for the use of the recipient(s) named above, and may be legally 
> privileged. If the reader of this message is not the intended recipient, you 
> are hereby notified that any dissemination, distribution, or copying of this 
> communication, or any of its contents, is strictly prohibited. If you have 
> received this communication in error, please notify the sender immediately 
> and destroy or delete the original message and any copy of it from your 
> computer system. If you have any questions concerning this message, please 
> contact the sender.
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Re: Incident new and search windows not opening for some users, in ITSM 7.6.4

2012-06-29 Thread Matt Reinfeldt 
Sry. meant CTM:PeoplePermissionGroups.. J

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Matt Reinfeldt
Sent: Friday, June 29, 2012 1:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: Incident new and search windows not opening for some users, in
ITSM 7.6.4

 

** 

Howard,

 

Have you compared their PPM:PeoplePermissionGroups records?  I've seen, in
the past, where records don't always get properly created in this form.

 

GL,

 

Matt

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter
Sent: Friday, June 29, 2012 11:39 AM
To: arslist@ARSLIST.ORG
Subject: Re: Incident new and search windows not opening for some users, in
ITSM 7.6.4

 

** 

Todd,

 

Thanks. I have tried even removing the cached files, restarting the server
(i.e. box), all with no luck. 

 

The strange thing is the permission are the same for two users, one that
works and one that fails.

 

It only happens in the incident search or new, all other forms work great.

 

Howard

 

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Arner, Todd
Sent: Friday, June 29, 2012 11:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: Incident new and search windows not opening for some users, in
ITSM 7.6.4

 

** 

Howard,

I have seen similar issues where portions of a form will not display for a
user that have the correct permissions.  This issue also followed the user
login on any PC.  I found flushing the mid-tier cache resolved our issue.

 

Hope that helps

 

Todd Arner

Great Lakes

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta)
Sent: Friday, June 29, 2012 8:37 AM
To: arslist@ARSLIST.ORG
Subject: Incident new and search windows not opening for some users, in ITSM
7.6.4

 

** 

Good morning, afternoon and evening all,

 

I have a strange issue (well most of mine are), with some users not able
open the incident search and new windows. 

 

I have verified that the users have the correct permissions (in fact I gave
one the same rights that I have) and yet some users when they go to incident
new or search the windows loading window comes up and just hangs.

 

Also in the logging the last Activelink action is "ActiveLink:
SHR:LHP:EventHandler_ReturnAnyOfTheseTerms - Fri Jun 29 2012 9:13:32 AM

False actions:" and it just hangs there. If I use my login (or another that
works) runs this activelink and then goes to the next action.

 

Its not a pc issue, since I can use my login and everything works great, but
if I use one of the users logins that have an issue the screen just hangs.
Also I have tried this on a couple of other PCs with no luck.

 

We have applied the latest hot fix to the mid-tiers and restarted them, with
no luck. BMC support has no idea what might be the issue as of now (webex
planned for later today), but I just wanted to see if anyone had seen
anything like this.

 

By the way the load window never times out.

 

Any ideas?

 

Happy Friday to all and take care of your kidneys,

 

Howard

 

 <http://www.coxenterprises.com/> Description: Description: Cox Enterprises,
Inc

Howard Richter, Remedy Administrator

6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524  

Email = howard.rich...@coxinc.com

Office = 678.645.4633, Cell = 404.226.2745

Cox Innovation Agent (CIA)

Description:
http://innovation.coxenterprises.com/ideas/Badge%20Library/BadgeA-Md.png
<http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge20-Lg.png>
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Submit your idea today for a chance to earn a badge and be entered into a
monthly drawing for a $10 gift card.
Submit your idea: http://innovation.coxenterprises.com/
<http://innovation.coxenterprises.com/ideas> ideas 
View your badges: http://innovation.coxenterprises.com/ideas/SitePages/
<http://innovation.coxenterprises.com/ideas/SitePages/yourbadges.aspx>
yourbadges.aspx

 

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  _  

The information contained in this communication may be confidential, is
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legally privileged. If the reader of this message is not the intended
recipient, you are hereby notified that any dissemination, distribution, or
copying of this communication, or any of its contents, is strictly
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the sender immediately and destroy or delete the original message and any
copy of it from your computer system. If you have any questions concerning
this message, please contact th

Re: Incident new and search windows not opening for some users, in ITSM 7.6.4

2012-06-29 Thread Matt Reinfeldt 
Howard,

 

Have you compared their PPM:PeoplePermissionGroups records?  I've seen, in
the past, where records don't always get properly created in this form.

 

GL,

 

Matt

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter
Sent: Friday, June 29, 2012 11:39 AM
To: arslist@ARSLIST.ORG
Subject: Re: Incident new and search windows not opening for some users, in
ITSM 7.6.4

 

** 

Todd,

 

Thanks. I have tried even removing the cached files, restarting the server
(i.e. box), all with no luck. 

 

The strange thing is the permission are the same for two users, one that
works and one that fails.

 

It only happens in the incident search or new, all other forms work great.

 

Howard

 

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Arner, Todd
Sent: Friday, June 29, 2012 11:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: Incident new and search windows not opening for some users, in
ITSM 7.6.4

 

** 

Howard,

I have seen similar issues where portions of a form will not display for a
user that have the correct permissions.  This issue also followed the user
login on any PC.  I found flushing the mid-tier cache resolved our issue.

 

Hope that helps

 

Todd Arner

Great Lakes

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta)
Sent: Friday, June 29, 2012 8:37 AM
To: arslist@ARSLIST.ORG
Subject: Incident new and search windows not opening for some users, in ITSM
7.6.4

 

** 

Good morning, afternoon and evening all,

 

I have a strange issue (well most of mine are), with some users not able
open the incident search and new windows. 

 

I have verified that the users have the correct permissions (in fact I gave
one the same rights that I have) and yet some users when they go to incident
new or search the windows loading window comes up and just hangs.

 

Also in the logging the last Activelink action is "ActiveLink:
SHR:LHP:EventHandler_ReturnAnyOfTheseTerms - Fri Jun 29 2012 9:13:32 AM

False actions:" and it just hangs there. If I use my login (or another that
works) runs this activelink and then goes to the next action.

 

Its not a pc issue, since I can use my login and everything works great, but
if I use one of the users logins that have an issue the screen just hangs.
Also I have tried this on a couple of other PCs with no luck.

 

We have applied the latest hot fix to the mid-tiers and restarted them, with
no luck. BMC support has no idea what might be the issue as of now (webex
planned for later today), but I just wanted to see if anyone had seen
anything like this.

 

By the way the load window never times out.

 

Any ideas?

 

Happy Friday to all and take care of your kidneys,

 

Howard

 

 <http://www.coxenterprises.com/> Description: Description: Cox Enterprises,
Inc

Howard Richter, Remedy Administrator

6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524  

Email = howard.rich...@coxinc.com

Office = 678.645.4633, Cell = 404.226.2745

Cox Innovation Agent (CIA)

Description:
http://innovation.coxenterprises.com/ideas/Badge%20Library/BadgeA-Md.png
<http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge20-Lg.png>
Description:
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<http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge50-Lg.png>
Description:
http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge50-Md.png

Submit your idea today for a chance to earn a badge and be entered into a
monthly drawing for a $10 gift card.
Submit your idea: http://innovation.coxenterprises.com/
<http://innovation.coxenterprises.com/ideas> ideas 
View your badges: http://innovation.coxenterprises.com/ideas/SitePages/
<http://innovation.coxenterprises.com/ideas/SitePages/yourbadges.aspx>
yourbadges.aspx

 

_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 

  _  

The information contained in this communication may be confidential, is
intended only for the use of the recipient(s) named above, and may be
legally privileged. If the reader of this message is not the intended
recipient, you are hereby notified that any dissemination, distribution, or
copying of this communication, or any of its contents, is strictly
prohibited. If you have received this communication in error, please notify
the sender immediately and destroy or delete the original message and any
copy of it from your computer system. If you have any questions concerning
this message, please contact the sender.

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Re: Incident new and search windows not opening for some users, in ITSM 7.6.4

2012-06-29 Thread ravi rai 

Remove Incident permission and reapply on impacted user account. this might help
 
Ravi 
 



Date: Fri, 29 Jun 2012 12:39:01 -0400
From: hbr4...@gmail.com
Subject: Re: Incident new and search windows not opening for some users, in 
ITSM 7.6.4
To: arslist@ARSLIST.ORG

** 





Todd,
 
Thanks. I have tried even removing the cached files, restarting the server 
(i.e. box), all with no luck. 
 
The strange thing is the permission are the same for two users, one that works 
and one that fails.
 
It only happens in the incident search or new, all other forms work great.
 
Howard
 
 
 
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Arner, Todd
Sent: Friday, June 29, 2012 11:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: Incident new and search windows not opening for some users, in 
ITSM 7.6.4
 
** 
Howard,
I have seen similar issues where portions of a form will not display for a user 
that have the correct permissions.  This issue also followed the user login on 
any PC.  I found flushing the mid-tier cache resolved our issue.
 
Hope that helps
 
Todd Arner
Great Lakes
 
 
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta)
Sent: Friday, June 29, 2012 8:37 AM
To: arslist@ARSLIST.ORG
Subject: Incident new and search windows not opening for some users, in ITSM 
7.6.4
 
** 
Good morning, afternoon and evening all,
 
I have a strange issue (well most of mine are), with some users not able open 
the incident search and new windows. 
 
I have verified that the users have the correct permissions (in fact I gave one 
the same rights that I have) and yet some users when they go to incident new or 
search the windows loading window comes up and just hangs.
 
Also in the logging the last Activelink action is “ActiveLink: 
SHR:LHP:EventHandler_ReturnAnyOfTheseTerms - Fri Jun 29 2012 9:13:32 AM
False actions:” and it just hangs there. If I use my login (or another that 
works) runs this activelink and then goes to the next action.
 
Its not a pc issue, since I can use my login and everything works great, but if 
I use one of the users logins that have an issue the screen just hangs. Also I 
have tried this on a couple of other PCs with no luck.
 
We have applied the latest hot fix to the mid-tiers and restarted them, with no 
luck. BMC support has no idea what might be the issue as of now (webex planned 
for later today), but I just wanted to see if anyone had seen anything like 
this.
 
By the way the load window never times out.
 
Any ideas?
 
Happy Friday to all and take care of your kidneys,
 
Howard
 

Howard Richter, Remedy Administrator
6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524  
Email = howard.rich...@coxinc.com
Office = 678.645.4633, Cell = 404.226.2745
Cox Innovation Agent (CIA)

Submit your idea today for a chance to earn a badge and be entered into a 
monthly drawing for a $10 gift card.
Submit your idea: http://innovation.coxenterprises.com/ideas 
View your badges: 
http://innovation.coxenterprises.com/ideas/SitePages/yourbadges.aspx
 
_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 



The information contained in this communication may be confidential, is 
intended only for the use of the recipient(s) named above, and may be legally 
privileged. If the reader of this message is not the intended recipient, you 
are hereby notified that any dissemination, distribution, or copying of this 
communication, or any of its contents, is strictly prohibited. If you have 
received this communication in error, please notify the sender immediately and 
destroy or delete the original message and any copy of it from your computer 
system. If you have any questions concerning this message, please contact the 
sender.
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<><><><>

Re: Incident new and search windows not opening for some users, in ITSM 7.6.4

2012-06-29 Thread Howard Richter 
Todd,

 

Thanks. I have tried even removing the cached files, restarting the server
(i.e. box), all with no luck. 

 

The strange thing is the permission are the same for two users, one that
works and one that fails.

 

It only happens in the incident search or new, all other forms work great.

 

Howard

 

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Arner, Todd
Sent: Friday, June 29, 2012 11:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: Incident new and search windows not opening for some users, in
ITSM 7.6.4

 

** 

Howard,

I have seen similar issues where portions of a form will not display for a
user that have the correct permissions.  This issue also followed the user
login on any PC.  I found flushing the mid-tier cache resolved our issue.

 

Hope that helps

 

Todd Arner

Great Lakes

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta)
Sent: Friday, June 29, 2012 8:37 AM
To: arslist@ARSLIST.ORG
Subject: Incident new and search windows not opening for some users, in ITSM
7.6.4

 

** 

Good morning, afternoon and evening all,

 

I have a strange issue (well most of mine are), with some users not able
open the incident search and new windows. 

 

I have verified that the users have the correct permissions (in fact I gave
one the same rights that I have) and yet some users when they go to incident
new or search the windows loading window comes up and just hangs.

 

Also in the logging the last Activelink action is "ActiveLink:
SHR:LHP:EventHandler_ReturnAnyOfTheseTerms - Fri Jun 29 2012 9:13:32 AM

False actions:" and it just hangs there. If I use my login (or another that
works) runs this activelink and then goes to the next action.

 

Its not a pc issue, since I can use my login and everything works great, but
if I use one of the users logins that have an issue the screen just hangs.
Also I have tried this on a couple of other PCs with no luck.

 

We have applied the latest hot fix to the mid-tiers and restarted them, with
no luck. BMC support has no idea what might be the issue as of now (webex
planned for later today), but I just wanted to see if anyone had seen
anything like this.

 

By the way the load window never times out.

 

Any ideas?

 

Happy Friday to all and take care of your kidneys,

 

Howard

 

 <http://www.coxenterprises.com/> Description: Description: Cox Enterprises,
Inc

Howard Richter, Remedy Administrator

6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524  

Email = howard.rich...@coxinc.com

Office = 678.645.4633, Cell = 404.226.2745

Cox Innovation Agent (CIA)

Description:
http://innovation.coxenterprises.com/ideas/Badge%20Library/BadgeA-Md.png
<http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge20-Lg.png>
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Description:
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Submit your idea today for a chance to earn a badge and be entered into a
monthly drawing for a $10 gift card.
Submit your idea: http://innovation.coxenterprises.com/
<http://innovation.coxenterprises.com/ideas> ideas 
View your badges: http://innovation.coxenterprises.com/ideas/SitePages/
<http://innovation.coxenterprises.com/ideas/SitePages/yourbadges.aspx>
yourbadges.aspx

 

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  _  

The information contained in this communication may be confidential, is
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legally privileged. If the reader of this message is not the intended
recipient, you are hereby notified that any dissemination, distribution, or
copying of this communication, or any of its contents, is strictly
prohibited. If you have received this communication in error, please notify
the sender immediately and destroy or delete the original message and any
copy of it from your computer system. If you have any questions concerning
this message, please contact the sender.

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Re: Incident new and search windows not opening for some users, in ITSM 7.6.4

2012-06-29 Thread Arner, Todd 
Howard,
I have seen similar issues where portions of a form will not display for a user 
that have the correct permissions.  This issue also followed the user login on 
any PC.  I found flushing the mid-tier cache resolved our issue.

Hope that helps

Todd Arner
Great Lakes


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta)
Sent: Friday, June 29, 2012 8:37 AM
To: arslist@ARSLIST.ORG
Subject: Incident new and search windows not opening for some users, in ITSM 
7.6.4

**
Good morning, afternoon and evening all,

I have a strange issue (well most of mine are), with some users not able open 
the incident search and new windows.

I have verified that the users have the correct permissions (in fact I gave one 
the same rights that I have) and yet some users when they go to incident new or 
search the windows loading window comes up and just hangs.

Also in the logging the last Activelink action is "ActiveLink: 
SHR:LHP:EventHandler_ReturnAnyOfTheseTerms - Fri Jun 29 2012 9:13:32 AM
False actions:" and it just hangs there. If I use my login (or another that 
works) runs this activelink and then goes to the next action.

Its not a pc issue, since I can use my login and everything works great, but if 
I use one of the users logins that have an issue the screen just hangs. Also I 
have tried this on a couple of other PCs with no luck.

We have applied the latest hot fix to the mid-tiers and restarted them, with no 
luck. BMC support has no idea what might be the issue as of now (webex planned 
for later today), but I just wanted to see if anyone had seen anything like 
this.

By the way the load window never times out.

Any ideas?

Happy Friday to all and take care of your kidneys,

Howard

[Description: Description: Cox Enterprises, Inc]<http://www.coxenterprises.com/>
Howard Richter, Remedy Administrator
6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524
Email = howard.rich...@coxinc.com<mailto:howard.rich...@coxinc.com>
Office = 678.645.4633, Cell = 404.226.2745
Cox Innovation Agent (CIA)
[Description: 
http://innovation.coxenterprises.com/ideas/Badge%20Library/BadgeA-Md.png][Description:
 
http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge20-Md.png]<http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge20-Lg.png>[Description:
 
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Submit your idea today for a chance to earn a badge and be entered into a 
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Submit your idea: http://innovation.coxenterprises.com/ideas
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are hereby notified that any dissemination, distribution, or copying of this 
communication, or any of its contents, is strictly prohibited. If you have 
received this communication in error, please notify the sender immediately and 
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<><><><>

Incident new and search windows not opening for some users, in ITSM 7.6.4

2012-06-29 Thread Richter, Howard (CEI - Atlanta) 
Good morning, afternoon and evening all,

I have a strange issue (well most of mine are), with some users not able open 
the incident search and new windows.

I have verified that the users have the correct permissions (in fact I gave one 
the same rights that I have) and yet some users when they go to incident new or 
search the windows loading window comes up and just hangs.

Also in the logging the last Activelink action is "ActiveLink: 
SHR:LHP:EventHandler_ReturnAnyOfTheseTerms - Fri Jun 29 2012 9:13:32 AM
False actions:" and it just hangs there. If I use my login (or another that 
works) runs this activelink and then goes to the next action.

Its not a pc issue, since I can use my login and everything works great, but if 
I use one of the users logins that have an issue the screen just hangs. Also I 
have tried this on a couple of other PCs with no luck.

We have applied the latest hot fix to the mid-tiers and restarted them, with no 
luck. BMC support has no idea what might be the issue as of now (webex planned 
for later today), but I just wanted to see if anyone had seen anything like 
this.

By the way the load window never times out.

Any ideas?

Happy Friday to all and take care of your kidneys,

Howard

[cid:image001.gif@01CD55DA.C01C6410]
Howard Richter, Remedy Administrator
6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524
Email = howard.rich...@coxinc.com
Office = 678.645.4633, Cell = 404.226.2745
Cox Innovation Agent (CIA)
[cid:image002.png@01CD55DA.C01C6410][cid:image003.png@01CD55DA.C01C6410][cid:image004.png@01CD55DA.C01C6410]
Submit your idea today for a chance to earn a badge and be entered into a 
monthly drawing for a $10 gift card.
Submit your idea: http://innovation.coxenterprises.com/ideas
View your badges: 
http://innovation.coxenterprises.com/ideas/SitePages/yourbadges.aspx


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