Re: Open Windows Explorer from a Remedy Form RESOLVED
Thank you everyone that responded. We were all very close; what we missed was to fully qualify the server. The Active Link Run process is as follows: PERFORM-ACTION-OPEN-URL file://SERVER.FQDN/Network/ChangeTemplates BTW - this run works for both WUT Mid-Tier. Sandra Hennigan Remedy Developer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Wednesday, June 05, 2013 12:10 PM To: arslist@ARSLIST.ORG Subject: Re: Open Windows Explorer from a Remedy Form ** What about file: PERFORM-ACTION-OPEN-URL new file://SERVER/Network/ChangeTemplates From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Wednesday, June 05, 2013 10:53 AM To: arslist@ARSLIST.ORG Subject: Re: Open Windows Explorer from a Remedy Form ** Need to include the complete and well-formed URL including the http in order for it to work. Partial URL's may work in the client but not through the mid-tier (pg 275 -7.6 Workflow Objects Guide but should be the same on 8.1) PERFORM-ACTION-OPEN-URL http://myserver/network/changetemplates/mypage.html Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Wednesday, June 05, 2013 11:39 AM To: arslist@ARSLIST.ORG Subject: Re: Open Windows Explorer from a Remedy Form ** Have you tried PERFORM-ACTION-OPEN-URL new \\SERVER\Network\ChangeTemplatesfile:///\\%3cSERVER%3e\Network\ChangeTemplates ? From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra Sent: Wednesday, June 05, 2013 8:26 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Open Windows Explorer from a Remedy Form ** Windows 2008 r2 Oracle 11g ARS 8.1 ITSM 8.1 We have a need to open Windows Explorer from a CHG ticket so that the user has access to all of the change documents, i.e.Scope, PMP, BCA templates. Back in the WUT days, I would have added a button and created an Active Link with a Run process to: C:\Windows\explorer.exe \\SERVER\Network\ChangeTemplatesfile:///\\%3cSERVER%3e\Network\ChangeTemplates Works great from the WUT. Not so with the Mid-Tier. I'v tried using $PROCESS$ C:\Windows\explorer.exe \\SERVER\Network\ChangeTemplatesfile:///\\%3cSERVER%3e\ITM$\Operations\Network\ChangeTemplates and PERFORM-ACTION-OPEN-URL C:\Windows\explorer.exe \\SERVER\Network\ChangeTemplatesfile:///\\%3cSERVER%3e\Network\ChangeTemplates Any other ideas? Thank you, Sandra Hennigan Remedy Developer _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. _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
Re: Open Windows Explorer from a Remedy Form RESOLVED
That may be because you are missing the Domain-Name variable in your ar.cfg? On Thu, Jun 6, 2013 at 8:44 AM, Hennigan, Sandra sandra.henni...@usdoj.govwrote: ** Thank you everyone that responded. We were all very close; what we missed was to fully qualify the server. The Active Link Run process is as follows: ** ** PERFORM-ACTION-OPEN-URL file://SERVER.FQDN/Network/ChangeTemplates ** ** BTW – this run works for both WUT Mid-Tier. ** ** Sandra Hennigan Remedy Developer ** ** *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Grooms, Frederick W *Sent:* Wednesday, June 05, 2013 12:10 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Open Windows Explorer from a Remedy Form ** ** ** What about file: ** ** PERFORM-ACTION-OPEN-URL new file://SERVER/Network/ChangeTemplates ** ** ** ** ** ** *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Brittain, Mark *Sent:* Wednesday, June 05, 2013 10:53 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: Open Windows Explorer from a Remedy Form ** ** ** Need to include the complete and well-formed URL including the http in order for it to work. Partial URL’s may work in the client but not through the mid-tier (pg 275 -7.6 Workflow Objects Guide but should be the same on 8.1) ** ** PERFORM-ACTION-OPEN-URL http://myserver/network/changetemplates/mypage.html ** ** Mark ** ** *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Pargeter, Christie :CO IS *Sent:* Wednesday, June 05, 2013 11:39 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: Open Windows Explorer from a Remedy Form ** ** ** Have you tried PERFORM-ACTION-OPEN-URL new \\SERVER\Network\ChangeTemplates ? *From:* Action Request System discussion list(ARSList) [ mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG] *On Behalf Of *Hennigan, Sandra *Sent:* Wednesday, June 05, 2013 8:26 AM *To:* arslist@ARSLIST.ORG *Subject:* Open Windows Explorer from a Remedy Form ** Windows 2008 r2 Oracle 11g ARS 8.1 ITSM 8.1 We have a need to open Windows Explorer from a CHG ticket so that the user has access to all of the change documents, i.e.Scope, PMP, BCA templates. Back in the WUT days, I would have added a button and created an Active Link with a Run process to: C:\Windows\explorer.exe \\SERVER\Network\ChangeTemplates Works great from the WUT. Not so with the Mid-Tier. I’v tried using $PROCESS$ C:\Windows\explorer.exe \\SERVER\Network\ChangeTemplates and * *** PERFORM-ACTION-OPEN-URL C:\Windows\explorer.exe \\SERVER\Network\ChangeTemplates Any other ideas? Thank you, Sandra Hennigan Remedy Developer _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ -- This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ** ** -- This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. _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_ -- *Tauf Chowdhury * ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Open Windows Explorer from a Remedy Form RESOLVED
Tauf, No, FQDN is in my ar.cfg; maybe it is my environment. It would be interesting to know if others need to fully qualify or not. Thank you, Sandra Hennigan Remedy Developer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Thursday, June 06, 2013 8:48 AM To: arslist@ARSLIST.ORG Subject: Re: Open Windows Explorer from a Remedy Form RESOLVED ** That may be because you are missing the Domain-Name variable in your ar.cfg? On Thu, Jun 6, 2013 at 8:44 AM, Hennigan, Sandra sandra.henni...@usdoj.govmailto:sandra.henni...@usdoj.gov wrote: ** Thank you everyone that responded. We were all very close; what we missed was to fully qualify the server. The Active Link Run process is as follows: PERFORM-ACTION-OPEN-URL file://SERVER.FQDN/Network/ChangeTemplates BTW - this run works for both WUT Mid-Tier. Sandra Hennigan Remedy Developer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Wednesday, June 05, 2013 12:10 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Open Windows Explorer from a Remedy Form ** What about file: PERFORM-ACTION-OPEN-URL new file://SERVER/Network/ChangeTemplates From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Wednesday, June 05, 2013 10:53 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Open Windows Explorer from a Remedy Form ** Need to include the complete and well-formed URL including the http in order for it to work. Partial URL's may work in the client but not through the mid-tier (pg 275 -7.6 Workflow Objects Guide but should be the same on 8.1) PERFORM-ACTION-OPEN-URL http://myserver/network/changetemplates/mypage.html Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Wednesday, June 05, 2013 11:39 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Open Windows Explorer from a Remedy Form ** Have you tried PERFORM-ACTION-OPEN-URL new \\SERVER\Network\ChangeTemplates ? From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra Sent: Wednesday, June 05, 2013 8:26 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Open Windows Explorer from a Remedy Form ** Windows 2008 r2 Oracle 11g ARS 8.1 ITSM 8.1 We have a need to open Windows Explorer from a CHG ticket so that the user has access to all of the change documents, i.e.Scope, PMP, BCA templates. Back in the WUT days, I would have added a button and created an Active Link with a Run process to: C:\Windows\explorer.exe \\SERVER\Network\ChangeTemplates Works great from the WUT. Not so with the Mid-Tier. I'v tried using $PROCESS$ C:\Windows\explorer.exe \\SERVER\Network\ChangeTemplates and PERFORM-ACTION-OPEN-URL C:\Windows\explorer.exe \\SERVER\Network\ChangeTemplates Any other ideas? Thank you, Sandra Hennigan Remedy Developer _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. _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_ -- Tauf Chowdhury _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
Re: Open Windows Explorer from a Remedy Form RESOLVED
It should have nothing to do with the ARS server. This Run Process Command is executed in the client (browser or an IE type component in the User Tool) and not on the server. It sounds like a DNS alias or Domain Search type of issue on the client machine To debug I would just open IE and try both the short and FQDN format of the URL file://SERVER.FQDN/Network/ChangeTemplates file://SERVER/Network/ChangeTemplates Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra Sent: Thursday, June 06, 2013 8:23 AM To: arslist@ARSLIST.ORG Subject: Re: Open Windows Explorer from a Remedy Form RESOLVED ** Tauf, No, FQDN is in my ar.cfg; maybe it is my environment. It would be interesting to know if others need to fully qualify or not. Thank you, Sandra Hennigan Remedy Developer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Thursday, June 06, 2013 8:48 AM To: arslist@ARSLIST.ORG Subject: Re: Open Windows Explorer from a Remedy Form RESOLVED ** That may be because you are missing the Domain-Name variable in your ar.cfg? -Original Message- On Thu, Jun 6, 2013 at 8:44 AM, Hennigan, Sandra wrote: ** Thank you everyone that responded. We were all very close; what we missed was to fully qualify the server. The Active Link Run process is as follows: PERFORM-ACTION-OPEN-URL file://SERVER.FQDN/Network/ChangeTemplates BTW - this run works for both WUT Mid-Tier. Sandra Hennigan Remedy Developer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Wednesday, June 05, 2013 12:10 PM To: arslist@ARSLIST.ORG Subject: Re: Open Windows Explorer from a Remedy Form ** What about file: PERFORM-ACTION-OPEN-URL new file://SERVER/Network/ChangeTemplates -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Wednesday, June 05, 2013 10:53 AM To: arslist@ARSLIST.ORG Subject: Re: Open Windows Explorer from a Remedy Form ** Need to include the complete and well-formed URL including the http in order for it to work. Partial URL's may work in the client but not through the mid-tier (pg 275 -7.6 Workflow Objects Guide but should be the same on 8.1) PERFORM-ACTION-OPEN-URL http://myserver/network/changetemplates/mypage.html Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Wednesday, June 05, 2013 11:39 AM To: arslist@ARSLIST.ORG Subject: Re: Open Windows Explorer from a Remedy Form ** Have you tried PERFORM-ACTION-OPEN-URL new \\SERVER\Network\ChangeTemplates ? -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra Sent: Wednesday, June 05, 2013 8:26 AM To: arslist@ARSLIST.ORG Subject: Open Windows Explorer from a Remedy Form ** Windows 2008 r2 Oracle 11g ARS 8.1 ITSM 8.1 We have a need to open Windows Explorer from a CHG ticket so that the user has access to all of the change documents, i.e.Scope, PMP, BCA templates. Back in the WUT days, I would have added a button and created an Active Link with a Run process to: C:\Windows\explorer.exe \\SERVER\Network\ChangeTemplates Works great from the WUT. Not so with the Mid-Tier. I'v tried using $PROCESS$ C:\Windows\explorer.exe \\SERVER\Network\ChangeTemplates and PERFORM-ACTION-OPEN-URL C:\Windows\explorer.exe \\SERVER\Network\ChangeTemplates Any other ideas? Thank you, Sandra Hennigan Remedy Developer ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Running a Report from the User Tool using workflow
Hi Fred, Yes, I have If No Requests Match Show Default Message enabled. But I'm not getting that message. I ran AL-SQL-API logs for both the Admin user and the regular user. 2 pages for the admin user and 12 for the regular user, mostly from sql calls which I think may be triggered by some filters, but I'm not sure why I think that, because those sql statements start with select a.active link, but no ALs are shown, other than the one that is setting the external field and running the report. The big difference between the two logs is how the server is getting the information it needs. The Admin user does: GetListEntry, for the one record itself GetListEntryWithFields where it's selecting the report record (I think) GetEntryBlob selecting one field from the report GetMultipleEntries, where it's selecting the fields included in the report Then the second action of the AL runs, the Open Dialog part The regular user does none of these. The log shows EXP, on the form we're pulling the record from, where it does 10 pages of select statements as described above, for active links and menus. EXP again on the form we're pulling the record from, but apparently issues no select statements GetListEntry, for the one record itself GetListSchema, saying that the schema changed since December 1969 Then the second action of the AL runs, but of course no open window action is performed - there's nothing to open because the SQL statements are never issued. It would be interesting to know why the regular user logs different things than the Admin user. Drew JTF-Bravo Honduras ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Open Windows Explorer from a Remedy Form RESOLVED
Fred, Interestingly, file://SERVER/Network/ChangeTemplates works from IE and from Start Run but the Run process of the AL doesn't work unless it is file://SERVER.FQDN/Network/ChangeTemplates. I agree that it is probably DNS. I have experienced other oddities pertaining to our DNS. Thank you, Sandra Hennigan Remedy Developer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Thursday, June 06, 2013 10:39 AM To: arslist@ARSLIST.ORG Subject: Re: Open Windows Explorer from a Remedy Form RESOLVED It should have nothing to do with the ARS server. This Run Process Command is executed in the client (browser or an IE type component in the User Tool) and not on the server. It sounds like a DNS alias or Domain Search type of issue on the client machine To debug I would just open IE and try both the short and FQDN format of the URL file://SERVER.FQDN/Network/ChangeTemplates file://SERVER/Network/ChangeTemplates Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra Sent: Thursday, June 06, 2013 8:23 AM To: arslist@ARSLIST.ORG Subject: Re: Open Windows Explorer from a Remedy Form RESOLVED ** Tauf, No, FQDN is in my ar.cfg; maybe it is my environment. It would be interesting to know if others need to fully qualify or not. Thank you, Sandra Hennigan Remedy Developer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Thursday, June 06, 2013 8:48 AM To: arslist@ARSLIST.ORG Subject: Re: Open Windows Explorer from a Remedy Form RESOLVED ** That may be because you are missing the Domain-Name variable in your ar.cfg? -Original Message- On Thu, Jun 6, 2013 at 8:44 AM, Hennigan, Sandra wrote: ** Thank you everyone that responded. We were all very close; what we missed was to fully qualify the server. The Active Link Run process is as follows: PERFORM-ACTION-OPEN-URL file://SERVER.FQDN/Network/ChangeTemplates BTW - this run works for both WUT Mid-Tier. Sandra Hennigan Remedy Developer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Wednesday, June 05, 2013 12:10 PM To: arslist@ARSLIST.ORG Subject: Re: Open Windows Explorer from a Remedy Form ** What about file: PERFORM-ACTION-OPEN-URL new file://SERVER/Network/ChangeTemplates -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Wednesday, June 05, 2013 10:53 AM To: arslist@ARSLIST.ORG Subject: Re: Open Windows Explorer from a Remedy Form ** Need to include the complete and well-formed URL including the http in order for it to work. Partial URL's may work in the client but not through the mid-tier (pg 275 -7.6 Workflow Objects Guide but should be the same on 8.1) PERFORM-ACTION-OPEN-URL http://myserver/network/changetemplates/mypage.html Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Wednesday, June 05, 2013 11:39 AM To: arslist@ARSLIST.ORG Subject: Re: Open Windows Explorer from a Remedy Form ** Have you tried PERFORM-ACTION-OPEN-URL new \\SERVER\Network\ChangeTemplates ? -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra Sent: Wednesday, June 05, 2013 8:26 AM To: arslist@ARSLIST.ORG Subject: Open Windows Explorer from a Remedy Form ** Windows 2008 r2 Oracle 11g ARS 8.1 ITSM 8.1 We have a need to open Windows Explorer from a CHG ticket so that the user has access to all of the change documents, i.e.Scope, PMP, BCA templates. Back in the WUT days, I would have added a button and created an Active Link with a Run process to: C:\Windows\explorer.exe \\SERVER\Network\ChangeTemplates Works great from the WUT. Not so with the Mid-Tier. I'v tried using $PROCESS$ C:\Windows\explorer.exe \\SERVER\Network\ChangeTemplates and PERFORM-ACTION-OPEN-URL C:\Windows\explorer.exe \\SERVER\Network\ChangeTemplates Any other ideas? Thank you, Sandra Hennigan Remedy Developer ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 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
Re: Open Windows Explorer from a Remedy Form RESOLVED
Sandra, If it was DNS, it wouldn't work from start/run or IE...what you may find, if you dug into the specifics of the protocols, is probably some obscure rule that is being enforced by IE when an external application is trying to launch a file, likely related to intranet vs internet with 'trust' rules in place and such On Thu, Jun 6, 2013 at 11:31 AM, Hennigan, Sandra sandra.henni...@usdoj.gov wrote: Fred, Interestingly, file://SERVER/Network/ChangeTemplates works from IE and from Start Run but the Run process of the AL doesn't work unless it is file://SERVER.FQDN/Network/ChangeTemplates. I agree that it is probably DNS. I have experienced other oddities pertaining to our DNS. Thank you, Sandra Hennigan Remedy Developer -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Thursday, June 06, 2013 10:39 AM To: arslist@ARSLIST.ORG Subject: Re: Open Windows Explorer from a Remedy Form RESOLVED It should have nothing to do with the ARS server. This Run Process Command is executed in the client (browser or an IE type component in the User Tool) and not on the server. It sounds like a DNS alias or Domain Search type of issue on the client machine To debug I would just open IE and try both the short and FQDN format of the URL file://SERVER.FQDN/Network/ChangeTemplates file://SERVER/Network/ChangeTemplates Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra Sent: Thursday, June 06, 2013 8:23 AM To: arslist@ARSLIST.ORG Subject: Re: Open Windows Explorer from a Remedy Form RESOLVED ** Tauf, No, FQDN is in my ar.cfg; maybe it is my environment. It would be interesting to know if others need to fully qualify or not. Thank you, Sandra Hennigan Remedy Developer -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Thursday, June 06, 2013 8:48 AM To: arslist@ARSLIST.ORG Subject: Re: Open Windows Explorer from a Remedy Form RESOLVED ** That may be because you are missing the Domain-Name variable in your ar.cfg? -Original Message- On Thu, Jun 6, 2013 at 8:44 AM, Hennigan, Sandra wrote: ** Thank you everyone that responded. We were all very close; what we missed was to fully qualify the server. The Active Link Run process is as follows: PERFORM-ACTION-OPEN-URL file://SERVER.FQDN/Network/ChangeTemplates BTW - this run works for both WUT Mid-Tier. Sandra Hennigan Remedy Developer -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Wednesday, June 05, 2013 12:10 PM To: arslist@ARSLIST.ORG Subject: Re: Open Windows Explorer from a Remedy Form ** What about file: PERFORM-ACTION-OPEN-URL new file://SERVER/Network/ChangeTemplates -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Wednesday, June 05, 2013 10:53 AM To: arslist@ARSLIST.ORG Subject: Re: Open Windows Explorer from a Remedy Form ** Need to include the complete and well-formed URL including the http in order for it to work. Partial URL's may work in the client but not through the mid-tier (pg 275 -7.6 Workflow Objects Guide but should be the same on 8.1) PERFORM-ACTION-OPEN-URL http://myserver/network/changetemplates/mypage.html Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Wednesday, June 05, 2013 11:39 AM To: arslist@ARSLIST.ORG Subject: Re: Open Windows Explorer from a Remedy Form ** Have you tried PERFORM-ACTION-OPEN-URL new \\SERVER\Network\ChangeTemplates ? -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra Sent: Wednesday, June 05, 2013 8:26 AM To: arslist@ARSLIST.ORG Subject: Open Windows Explorer from a Remedy Form ** Windows 2008 r2 Oracle 11g ARS 8.1 ITSM 8.1 We have a need to open Windows Explorer from a CHG ticket so that the user has access to all of the change documents, i.e.Scope, PMP, BCA templates. Back in the WUT days, I would have added a button and created an Active Link with a Run process to: C:\Windows\explorer.exe \\SERVER\Network\ChangeTemplates Works great from the WUT. Not so with the Mid-Tier. I'v tried using $PROCESS$ C:\Windows\explorer.exe \\SERVER\Network\ChangeTemplates and PERFORM-ACTION-OPEN-URL C:\Windows\explorer.exe \\SERVER\Network\ChangeTemplates Any other ideas? Thank you, Sandra Hennigan Remedy Developer ___
Re: Open Windows Explorer from a Remedy Form RESOLVED
Thank you, that's good to know. Sandra Hennigan Remedy Developer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj Sent: Thursday, June 06, 2013 1:36 PM To: arslist@ARSLIST.ORG Subject: Re: Open Windows Explorer from a Remedy Form RESOLVED ** Sandra, If it was DNS, it wouldn't work from start/run or IE...what you may find, if you dug into the specifics of the protocols, is probably some obscure rule that is being enforced by IE when an external application is trying to launch a file, likely related to intranet vs internet with 'trust' rules in place and such On Thu, Jun 6, 2013 at 11:31 AM, Hennigan, Sandra sandra.henni...@usdoj.govmailto:sandra.henni...@usdoj.gov wrote: Fred, Interestingly, file://SERVER/Network/ChangeTemplates works from IE and from Start Run but the Run process of the AL doesn't work unless it is file://SERVER.FQDN/Network/ChangeTemplates. I agree that it is probably DNS. I have experienced other oddities pertaining to our DNS. Thank you, Sandra Hennigan Remedy Developer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Thursday, June 06, 2013 10:39 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Open Windows Explorer from a Remedy Form RESOLVED It should have nothing to do with the ARS server. This Run Process Command is executed in the client (browser or an IE type component in the User Tool) and not on the server. It sounds like a DNS alias or Domain Search type of issue on the client machine To debug I would just open IE and try both the short and FQDN format of the URL file://SERVER.FQDN/Network/ChangeTemplates file://SERVER/Network/ChangeTemplates Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra Sent: Thursday, June 06, 2013 8:23 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Open Windows Explorer from a Remedy Form RESOLVED ** Tauf, No, FQDN is in my ar.cfg; maybe it is my environment. It would be interesting to know if others need to fully qualify or not. Thank you, Sandra Hennigan Remedy Developer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Thursday, June 06, 2013 8:48 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Open Windows Explorer from a Remedy Form RESOLVED ** That may be because you are missing the Domain-Name variable in your ar.cfg? -Original Message- On Thu, Jun 6, 2013 at 8:44 AM, Hennigan, Sandra wrote: ** Thank you everyone that responded. We were all very close; what we missed was to fully qualify the server. The Active Link Run process is as follows: PERFORM-ACTION-OPEN-URL file://SERVER.FQDN/Network/ChangeTemplates BTW - this run works for both WUT Mid-Tier. Sandra Hennigan Remedy Developer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Wednesday, June 05, 2013 12:10 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Open Windows Explorer from a Remedy Form ** What about file: PERFORM-ACTION-OPEN-URL new file://SERVER/Network/ChangeTemplates -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Wednesday, June 05, 2013 10:53 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Open Windows Explorer from a Remedy Form ** Need to include the complete and well-formed URL including the http in order for it to work. Partial URL's may work in the client but not through the mid-tier (pg 275 -7.6 Workflow Objects Guide but should be the same on 8.1) PERFORM-ACTION-OPEN-URL http://myserver/network/changetemplates/mypage.html Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Wednesday, June 05, 2013 11:39 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Open Windows Explorer from a Remedy Form ** Have you tried PERFORM-ACTION-OPEN-URL new \\SERVER\Network\ChangeTemplates ? -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra Sent: Wednesday, June 05, 2013 8:26 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Open Windows Explorer from a Remedy Form ** Windows 2008 r2 Oracle 11g ARS 8.1 ITSM 8.1 We have a need to open Windows Explorer from a CHG ticket so that the
Re: Open Windows Explorer from a Remedy Form RESOLVED
One reason to keep things webby. HTTP has better and more consistent support between OSes and clients. On Thu, Jun 6, 2013 at 10:35 AM, Longwing, Lj llongw...@usgs.gov wrote: ** Sandra, If it was DNS, it wouldn't work from start/run or IE...what you may find, if you dug into the specifics of the protocols, is probably some obscure rule that is being enforced by IE when an external application is trying to launch a file, likely related to intranet vs internet with 'trust' rules in place and such On Thu, Jun 6, 2013 at 11:31 AM, Hennigan, Sandra sandra.henni...@usdoj.gov wrote: Fred, Interestingly, file://SERVER/Network/ChangeTemplates works from IE and from Start Run but the Run process of the AL doesn't work unless it is file://SERVER.FQDN/Network/ChangeTemplates. I agree that it is probably DNS. I have experienced other oddities pertaining to our DNS. Thank you, Sandra Hennigan Remedy Developer -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Thursday, June 06, 2013 10:39 AM To: arslist@ARSLIST.ORG Subject: Re: Open Windows Explorer from a Remedy Form RESOLVED It should have nothing to do with the ARS server. This Run Process Command is executed in the client (browser or an IE type component in the User Tool) and not on the server. It sounds like a DNS alias or Domain Search type of issue on the client machine To debug I would just open IE and try both the short and FQDN format of the URL file://SERVER.FQDN/Network/ChangeTemplates file://SERVER/Network/ChangeTemplates Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra Sent: Thursday, June 06, 2013 8:23 AM To: arslist@ARSLIST.ORG Subject: Re: Open Windows Explorer from a Remedy Form RESOLVED ** Tauf, No, FQDN is in my ar.cfg; maybe it is my environment. It would be interesting to know if others need to fully qualify or not. Thank you, Sandra Hennigan Remedy Developer -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Thursday, June 06, 2013 8:48 AM To: arslist@ARSLIST.ORG Subject: Re: Open Windows Explorer from a Remedy Form RESOLVED ** That may be because you are missing the Domain-Name variable in your ar.cfg? -Original Message- On Thu, Jun 6, 2013 at 8:44 AM, Hennigan, Sandra wrote: ** Thank you everyone that responded. We were all very close; what we missed was to fully qualify the server. The Active Link Run process is as follows: PERFORM-ACTION-OPEN-URL file://SERVER.FQDN/Network/ChangeTemplates BTW - this run works for both WUT Mid-Tier. Sandra Hennigan Remedy Developer -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Wednesday, June 05, 2013 12:10 PM To: arslist@ARSLIST.ORG Subject: Re: Open Windows Explorer from a Remedy Form ** What about file: PERFORM-ACTION-OPEN-URL new file://SERVER/Network/ChangeTemplates -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Wednesday, June 05, 2013 10:53 AM To: arslist@ARSLIST.ORG Subject: Re: Open Windows Explorer from a Remedy Form ** Need to include the complete and well-formed URL including the http in order for it to work. Partial URL's may work in the client but not through the mid-tier (pg 275 -7.6 Workflow Objects Guide but should be the same on 8.1) PERFORM-ACTION-OPEN-URL http://myserver/network/changetemplates/mypage.html Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Wednesday, June 05, 2013 11:39 AM To: arslist@ARSLIST.ORG Subject: Re: Open Windows Explorer from a Remedy Form ** Have you tried PERFORM-ACTION-OPEN-URL new \\SERVER\Network\ChangeTemplates ? -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra Sent: Wednesday, June 05, 2013 8:26 AM To: arslist@ARSLIST.ORG Subject: Open Windows Explorer from a Remedy Form ** Windows 2008 r2 Oracle 11g ARS 8.1 ITSM 8.1 We have a need to open Windows Explorer from a CHG ticket so that the user has access to all of the change documents, i.e.Scope, PMP, BCA templates. Back in the WUT days, I would have added a button and created an Active Link with a Run process to: C:\Windows\explorer.exe \\SERVER\Network\ChangeTemplates Works great from the WUT. Not so with the Mid-Tier. I'v tried using $PROCESS$ C:\Windows\explorer.exe \\SERVER\Network\ChangeTemplates and PERFORM-ACTION-OPEN-URL
Re: 7.6.4 Client with 8.1 server
Given that I'm also not a lawyer - the way I heard Dave Easter describe it was: If the user tool 7.6.04 doesn't work on Windows 8.0 against an 8.1 server, we're not going to fix it... because we aren't supporting the windows tool anymore. If something huge changes in the Windows OS or the latest version of McAfee hammers the WUT - we won't fix it. If you try to use something in the system that isn't supported on the WUT but only on the web - we won't fix it. Are most of us admin/developer types using the 7.6.04 WUT against our 8.1 servers? Yeppers. Especially with a custom app that doesn't have new features in it, you're unlikely to run into problems. However - concurrently checking everything out on the mid-tier is darned good advice; over time, you do want to move your users to the web to simplify your life and theirs. Anne Ps - I'm not a lawyer, I don't play one on TV, and any really official answer should come from official sources at BMC -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of pascale.sterr...@daimler.com Sent: Friday, May 31, 2013 3:07 PM To: arslist@ARSLIST.ORG Subject: Re: 7.6.4 Client with 8.1 server Thank you Doug, The comment was No patch, no fix and no new features will be released past the 7.6.04 SP4 release of the BMC Remedy User. If you encounter any issues, BMC will provide its best effort in resolving the issue. But there will not be any patches, or new client. To me, this sounds like there is basically very limited support on the WUT regardless of the version of its application server. And when we asked about the support of the WUT 7.6.04 SP4 against ARS 8.x server, we received the same response plus the addition of There is no more development done on the WUT. If any issues is encountered on the WUT 7.6.04 SP4 client on a 8.x server, there will be no fix or patch provided for the WUT client. You must move to a Mid Tier application. This was before 8.1 Pascale Sterrett Kenavo ar wech all doug_muel...@bmc.com Sent by: arslist@ARSLIST.ORG 05/31/2013 02:50 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: 7.6.4 Client with 8.1 server Steve, I simply don't understand the comment you received. Is the 8.1 environment supported? Yes -- that means you get support for any issue on 8.1 that occurs within that environment. Is the 7.6.04 Windows User Tool still under support? Yes (at least that is my understanding and the comment you received did not indicate that it was not) Does the system support inter-version interaction? Yes this is a key feature and is fully supported to have different versions of clients and servers So, since the version of the server is supported and the version of the client is supported and we support interaction between different versions and there is no explicit statement on the compatibility matrix about a problem between something (like there is a statement that ITSM 7.6.04 will not run on the WUT), that means to me that it is supported. And, especially since 7.6.04 is the terminal release of the WUT client, it needs to be OK to use that against the later versions of the server until the termination of support for the WUT arrives. Now, this is my interpretation of the support matrix and agreement and this is my understanding of how things work. It is not a legal position of BMC Software because I am not and do not resemble a lawyer. As for myself, I would use the WUT 7.6.04 against an 8.1 server with no concerns or issues. It is used internally, we have many customers using it. Other than for not running new features, there are no known issues with the interaction of the two. Doug -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of pascale.sterr...@daimler.com Sent: Friday, May 31, 2013 11:03 AM To: arslist@ARSLIST.ORG Subject: Re: 7.6.4 Client with 8.1 server Doug, We are in a similar situation and we were told by BMC support that the WUT 7.6.04 client is not supported on 8.1 server. If any issues occur, that no support is provided. Is this still a true comment, or is there a shift in the support model, and BMC will provide support of the WUT 7.6.04 on a server 8.x? Thank you, Pascale Sterrett Kenavo ar wech all doug_muel...@bmc.com Sent by: arslist@ARSLIST.ORG 05/31/2013 10:57 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: 7.6.4 Client with 8.1 server I would strongly encourage you to go with 8.1 for the AR System. The 7.6.04 Windows client is fully compatible with and runs with full functionality and capability against the 8.1 server and we have many customers who use this combination for environments or situations where there is still some use of the Windows native client. And, I see there have been several responses to the list of customers
Re: 7.6.4 Client with 8.1 server
Sounds like the WUT factory has been shutdown. The tooling has been put into storage and the workers have been move to other assembly lines. The lights are out. Personally I am super happy we finally have some part of ITSM 8 in production and a little less reliance on WUT. The browser isn't my team's responsibility. WUT and ARODBC are so when they break we have to support the PC and compatibility any issues it has. We are in the process of rolling out Win7 64-bit so we have people using WUTpublished on 32-bit 2003 servers to access our older (most active) system. It is my understanding that the v4.5 32-bit Citrix servers are no longer supported though. So either way we have an unsupported configuration. Darned if we do, darned if we don't. Jason On Thu, Jun 6, 2013 at 3:25 PM, Brock, Anne anne_br...@bmc.com wrote: Given that I'm also not a lawyer - the way I heard Dave Easter describe it was: If the user tool 7.6.04 doesn't work on Windows 8.0 against an 8.1 server, we're not going to fix it... because we aren't supporting the windows tool anymore. If something huge changes in the Windows OS or the latest version of McAfee hammers the WUT - we won't fix it. If you try to use something in the system that isn't supported on the WUT but only on the web - we won't fix it. Are most of us admin/developer types using the 7.6.04 WUT against our 8.1 servers? Yeppers. Especially with a custom app that doesn't have new features in it, you're unlikely to run into problems. However - concurrently checking everything out on the mid-tier is darned good advice; over time, you do want to move your users to the web to simplify your life and theirs. Anne Ps - I'm not a lawyer, I don't play one on TV, and any really official answer should come from official sources at BMC -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of pascale.sterr...@daimler.com Sent: Friday, May 31, 2013 3:07 PM To: arslist@ARSLIST.ORG Subject: Re: 7.6.4 Client with 8.1 server Thank you Doug, The comment was No patch, no fix and no new features will be released past the 7.6.04 SP4 release of the BMC Remedy User. If you encounter any issues, BMC will provide its best effort in resolving the issue. But there will not be any patches, or new client. To me, this sounds like there is basically very limited support on the WUT regardless of the version of its application server. And when we asked about the support of the WUT 7.6.04 SP4 against ARS 8.x server, we received the same response plus the addition of There is no more development done on the WUT. If any issues is encountered on the WUT 7.6.04 SP4 client on a 8.x server, there will be no fix or patch provided for the WUT client. You must move to a Mid Tier application. This was before 8.1 Pascale Sterrett Kenavo ar wech all doug_muel...@bmc.com Sent by: arslist@ARSLIST.ORG 05/31/2013 02:50 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: 7.6.4 Client with 8.1 server Steve, I simply don't understand the comment you received. Is the 8.1 environment supported? Yes -- that means you get support for any issue on 8.1 that occurs within that environment. Is the 7.6.04 Windows User Tool still under support? Yes (at least that is my understanding and the comment you received did not indicate that it was not) Does the system support inter-version interaction? Yes this is a key feature and is fully supported to have different versions of clients and servers So, since the version of the server is supported and the version of the client is supported and we support interaction between different versions and there is no explicit statement on the compatibility matrix about a problem between something (like there is a statement that ITSM 7.6.04 will not run on the WUT), that means to me that it is supported. And, especially since 7.6.04 is the terminal release of the WUT client, it needs to be OK to use that against the later versions of the server until the termination of support for the WUT arrives. Now, this is my interpretation of the support matrix and agreement and this is my understanding of how things work. It is not a legal position of BMC Software because I am not and do not resemble a lawyer. As for myself, I would use the WUT 7.6.04 against an 8.1 server with no concerns or issues. It is used internally, we have many customers using it. Other than for not running new features, there are no known issues with the interaction of the two. Doug -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of pascale.sterr...@daimler.com Sent: Friday, May 31, 2013 11:03 AM To: arslist@ARSLIST.ORG Subject: Re: 7.6.4 Client with 8.1 server Doug, We are in a similar situation and we were told by BMC support
