Overlays
Hi List, I need your assistance to understand concepts of Best Practice Customization mode and Overlays. I have just now moved to BMC Remedy 7.6.04. I have to update some existing filters and existing form, for ex- HPD:Help Desk. While modifying any existing filter, I get error message that, Origin Object can not be updated in Best Prcatice Customization Mode. To modify create overlay of the object. Can you please guide me the process of updating any existing objects in Best Practice Customization mode? Also can you please provide me any documentation on this? Regards Neha ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Overlays
Hi Neha, Just go through the BMC documentations, you will get the concepts. regards sahil On Mon, Aug 26, 2013 at 9:04 AM, Neha Khandelwal jbpn...@gmail.com wrote: Hi List, I need your assistance to understand concepts of Best Practice Customization mode and Overlays. I have just now moved to BMC Remedy 7.6.04. I have to update some existing filters and existing form, for ex- HPD:Help Desk. While modifying any existing filter, I get error message that, Origin Object can not be updated in Best Prcatice Customization Mode. To modify create overlay of the object. Can you please guide me the process of updating any existing objects in Best Practice Customization mode? Also can you please provide me any documentation on this? Regards Neha ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years -- *Cheers!!* *Sahil Pathania* ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Overlays
Hi Neha, BMC has created Overlay concept to preserve customizations during version upgrade. So now if you want to modify any OOTB functionality, just create the overlay of existing object (right click object and choose create overlay). Since during upgrade, installer will modify only base objects and overlay will remain unchanged, so your customization will remain in the system. For more details please refer BMC doc FormAppObj-7604. Regards Ajay Bandil ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Overlays
In addition to this.. in 8.1 version BMC has introduced 'Granular Overlays' feature, that gives benefit of updating existing overlays with newly updated properties on Base objects as a part of an upgrade. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Ajay Bandil Sent: Monday, August 26, 2013 2:54 PM To: arslist@ARSLIST.ORG Subject: Re: Overlays Hi Neha, BMC has created Overlay concept to preserve customizations during version upgrade. So now if you want to modify any OOTB functionality, just create the overlay of existing object (right click object and choose create overlay). Since during upgrade, installer will modify only base objects and overlay will remain unchanged, so your customization will remain in the system. For more details please refer BMC doc FormAppObj-7604. Regards Ajay Bandil ___ 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: ITSM Company Name Change Challenge
Hi, The version for download uses the 7.1 API. I have a more recent version that I did not get around to publish. I can give you the newer version compiled with the 7.6.04 SP2 API, and we can see if that works better. If it does, I will publish it for everyone else to download. Please contact me directly, and I will give you a link to download it. Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11/12): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. After playing with the RRR|LoginConvert tool for a little while, I've encountered an issue. When running it on a Windows 2008 R2 Standard server with ARS 7.6.04 SP1, it crashes on certain forms. Among the forms we've found that it crashed are AAS:Activity, AAS:CFG Rules, HPD:Help Desk and AAS:WorkInfo. It will crash consistently on these and other forms. We are running it with the -noupdate and -nodiary flags. We've tried a few different combinations of flags as well. This is a crash report: Problem signature: Problem Event Name: APPCRASH Application Name: rrrLoginConv.exe Application Version: 1.0.0.0 Application Timestamp: 4cf31f18 Fault Module Name: ntdll.dll Fault Module Version: 6.1.7600.16915 Fault Module Timestamp: 4ec49d10 Exception Code: c005 Exception Offset: 00032a10 OS Version: 6.1.7600.2.0.0.272.7 Locale ID: 1033 Additional Information 1: 0a9e Additional Information 2: 0a9e372d3b4ad19135b953a78882e789 Additional Information 3: 0a9e Additional Information 4: 0a9e372d3b4ad19135b953a78882e789 Has anybody else seen this? Any ideas on how we can work through this? This tool seems to do what we want, otherwise. Thanks, Tiffany Alexander On Tue, Aug 20, 2013 at 2:00 PM, Misi Mladoniczky m...@rrr.se wrote: Hi, Yes, it is called RRR|LoginConv: https://www.rrr.se/cgi/tools/main?tool=rrrLoginConv It can do a dry-run that reports fields with occurrences of a specific string. It will take some time if you do this on all forms in all fields though. You could maybe search for fields containing the string comp or something like that, and then use RRR|LoginConv to scan those fields only. You might even find some archive forms or similar that you will skip entirely. When you have found the fields you want to change, RRR|LoginConv can do a merge-update of the records that need updating leaving modify-by/modify-date unchanged, and all filter skipped. Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11/12): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. Tiffany, You may want to contact RRR to find out if this is possible...but they have a tool named something along the line of 'Login Convert'it goes through all character fields in all forms (that you specify, I think you can have it just 'scan' and converts text string 'x' to 'y'this may be possible to use it to change your Company name in all records in all forms.one way or another, this is a huge change, and will take significant time to change all of the values...but I think this may be an option for you. On Tue, Aug 20, 2013 at 11:27 AM, Tiffany Alexander tiffanyaalexan...@gmail.com wrote: ** Hello List! I've encountered an interesting challenge. The name of my company has changed. It is not optional that we change or remove all visible references to the old company name. This includes the company for all support groups, the company for all assets, the company for all products, the company for all people, etc. Our company name is the Operating Company in ITSM and most of our data is associated with it. We run ITSM, SRM, and SLM. All are version 7.6.04 (either SP1 or SP2 depending on the module). Since the Operating Company is so pervasive, this is something we want to approach carefully. We researched the Data Wizard and we've tried it in a test environment. The Data Wizard appears not to change all records (only enabled records in some cases). It does not touch all ITSM or SRM forms. It does not update SLM. We have also had issues with the Data Wizard hanging during simple updates in the past, so we are tentative about this as an option. The other thing we have considered is hiding/defaulting the Company name where possible rather than changing the Operating Company value. This would involve changing a large number of forms, modifying tiered menus containing Company, removing Company fields from
Re: [EXTERNAL] Remedy and Flash
Claire: I know that disabling Flash UI rendering *does* give a noticeable performance improvement, at least as far as the Applications menu goes. That being said, I also know that we did NOT make that change in our Production environment. I don't remember why not off the top of my head - sorry. :( Natalie Stroud SAIC @ Sandia National Laboratories ARS-ITSM Tester Albuquerque, NM USA nkst...@sandia.govmailto:nkst...@sandia.gov ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire Sent: Friday, August 23, 2013 10:49 AM To: arslist@ARSLIST.ORG Subject: [EXTERNAL] Remedy and Flash ** Sort of an add on to the question below... Does disabling Flash do anything other than remove the rounded corners? Does it make the screen build and change faster? ITSM 7.6.04 SP2 ARS 7.6.04 SP3 Mid-Tier SP4-s Oracle 11.2.0.3.0 - 64bit Production Win 2008 Server Claire Sanford Information Systems Division Memorial Hermann Healthcare System claire.sanf...@memorialhermann.orgmailto:claire.sanf...@memorialhermann.org From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Terry Bootsma Sent: Friday, August 23, 2013 11:05 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: [EXTERNAL] Service Desk agents experience delays when opening Templates in Remedy while using Internet Explorer 9. ** I've experienced that as well. Without knowing which version of ARS/ITSM you are running, I would suggest the following (Applies to 7.6.04 SP4) Problem due to IE9/Flash and there are two choices: 1. You can downgrade your Flash to version 10.2 or 2. You can disable the Flash UI rendering in your Mid Tier config.properties file Set these lines to False: arsystem.flash.detect_flashplayer=true arsystem.flash.enable_ui_rendering=true Terry From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K Sent: August-21-13 12:49 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: [EXTERNAL] Service Desk agents experience delays when opening Templates in Remedy while using Internet Explorer 9. ** Gordon: Yes, we definitely experienced that. Unfortunately, I'm drawing a blank on what we did to address it, but I'm thinking we saw an improvement after having folks tweak their browser settings somehow. Sorry I can't be of more help. :( Natalie Stroud SAIC @ Sandia National Laboratories ARS-ITSM Tester Albuquerque, NM USA nkst...@sandia.govmailto:nkst...@sandia.gov ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Gordon Frank Sent: Wednesday, August 21, 2013 10:09 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: [EXTERNAL] Service Desk agents experience delays when opening Templates in Remedy while using Internet Explorer 9. ** Hello, Has anyone seen this? Service Desk agents experience delays when opening Templates in Remedy while using IE 9. When using Firefox, there are no delays. Because of Firefox quirkiness, Firefox is not always an option. These delays can be from 5 secs. to 45 secs., which can cause significant delays to the Service Desk agents performance. Templates are created to aid in speeding up the Service Desk agents work, but are not being utilized to the fullest extent because of the delays. Gordon Frank _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_ _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: Customize Email From
Mark, I know that you can define which outgoing email box you want to use when sending, either through push to the email form, or via notify action...but I don't know if there is a provision for it OOTB. On Mon, Aug 26, 2013 at 9:18 AM, Brittain, Mark mbritt...@navisite.comwrote: ** Hi All, ** ** Is there an easy way to configure different from addresses when sending a manual email from an Incident or Change? Of course there is a default from address in the mailbox configuration and for automated emails (Create/Closed/Assigned, etc). However in situations where a manual email is sent, the address needs to be different. Might be from the user or from another address. I have looked at the documentation, and have run the active link and filter logging. Not finding it. ** ** ARS 7.6.04 ITSM 7.6.04 ** ** Mark ** ** *Mark Brittain* Remedy Developer ITILv3 Continual Service Improvement *NaviSite – **A Time Warner Cable Company*** mbritt...@navisite.com Office: 315-634-9337** Mobile: 315-882.5360 [image: email-Logo-031813] ** ** -- 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_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Customize Email From
Hi All, Is there an easy way to configure different from addresses when sending a manual email from an Incident or Change? Of course there is a default from address in the mailbox configuration and for automated emails (Create/Closed/Assigned, etc). However in situations where a manual email is sent, the address needs to be different. Might be from the user or from another address. I have looked at the documentation, and have run the active link and filter logging. Not finding it. ARS 7.6.04 ITSM 7.6.04 Mark Mark Brittain Remedy Developer ITILv3 Continual Service Improvement NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-634-9337 Mobile: 315-882.5360 [cid:image001.gif@01CEA24D.C5185210] 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
How to join??
All, I was just asked how someone can join our list, but could not give them the info. Can someone send me that? Take care, Howard Sent from one of Howard's iPads ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: How to join??
Through www.arslist.org -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter Sent: Monday, August 26, 2013 11:42 AM To: arslist@ARSLIST.ORG Subject: How to join?? All, I was just asked how someone can join our list, but could not give them the info. Can someone send me that? Take care, Howard Sent from one of Howard's iPads ___ 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: Overlays
Sandra, You don't need a BMC Support ID to create an account that can access docs.bmc.com anymore. On Mon, Aug 26, 2013 at 8:45 AM, Hennigan, Sandra sandra.henni...@usdoj.gov wrote: Neha, Simplistically, think of overlays as using parchment paper on the sheet pan when you bake cookies. The parchment paper keeps the baking cookies from making contact with the sheet pan. BMC has lots of online material but you will need a BMC support ID. There are several videos on youtube - here is a link to one: http://www.youtube.com/watch?v=yKQ253UnJyQ Thank you, Sandra Hennigan Remedy Developer -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Neha Khandelwal Sent: Monday, August 26, 2013 3:05 AM To: arslist@ARSLIST.ORG Subject: Overlays Hi List, I need your assistance to understand concepts of Best Practice Customization mode and Overlays. I have just now moved to BMC Remedy 7.6.04. I have to update some existing filters and existing form, for ex- HPD:Help Desk. While modifying any existing filter, I get error message that, Origin Object can not be updated in Best Prcatice Customization Mode. To modify create overlay of the object. Can you please guide me the process of updating any existing objects in Best Practice Customization mode? Also can you please provide me any documentation on this? Regards Neha ___ 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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: How to join??
Thanks I will pass it on. Sent from one of Howard's iPads On Aug 26, 2013, at 11:46 AM, Shellman, David dave.shell...@te.com wrote: Through www.arslist.org -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter Sent: Monday, August 26, 2013 11:42 AM To: arslist@ARSLIST.ORG Subject: How to join?? All, I was just asked how someone can join our list, but could not give them the info. Can someone send me that? Take care, Howard Sent from one of Howard's iPads ___ 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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Job Posting
Management and Engineering Technologies International, Inc. (METI) has several immediate openings for Remedy Developers in Fort Huachuca, Arizona. See attached job description. Learn more about METI at www.meticorp.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years senior BMC Remedy application developer.docx Description: application/vnd.openxmlformats-officedocument.wordprocessingml.document
Re: Open Remedy Attachment from URL in web browser
Thanks everyone for the information. The form in the example was a Kinetic Data form, but I'm taking the suggestions and looking into using workflow to complete the functionality since it doesn't look like there is the ability to do it just from the URL. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Overlays
Good to know. Thanks! Sandra Hennigan Remedy Developer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj Sent: Monday, August 26, 2013 11:08 AM To: arslist@ARSLIST.ORG Subject: Re: Overlays ** Sandra, You don't need a BMC Support ID to create an account that can access docs.bmc.comhttp://docs.bmc.com anymore. On Mon, Aug 26, 2013 at 8:45 AM, Hennigan, Sandra sandra.henni...@usdoj.govmailto:sandra.henni...@usdoj.gov wrote: Neha, Simplistically, think of overlays as using parchment paper on the sheet pan when you bake cookies. The parchment paper keeps the baking cookies from making contact with the sheet pan. BMC has lots of online material but you will need a BMC support ID. There are several videos on youtube - here is a link to one: http://www.youtube.com/watch?v=yKQ253UnJyQ 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 Neha Khandelwal Sent: Monday, August 26, 2013 3:05 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Overlays Hi List, I need your assistance to understand concepts of Best Practice Customization mode and Overlays. I have just now moved to BMC Remedy 7.6.04. I have to update some existing filters and existing form, for ex- HPD:Help Desk. While modifying any existing filter, I get error message that, Origin Object can not be updated in Best Prcatice Customization Mode. To modify create overlay of the object. Can you please guide me the process of updating any existing objects in Best Practice Customization mode? Also can you please provide me any documentation on this? Regards Neha ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org 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: Customize Email From
Hi LJ, I can modify the NTE:NTS:Email_200_anual_NT filter to have a custom from address which is painless. That will get me past this requirement. If I need to have multiple custom from addresses like I had is ARS 6.3, that will be a bit of work. Thanks Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj Sent: Monday, August 26, 2013 11:23 AM To: arslist@ARSLIST.ORG Subject: Re: Customize Email From ** Mark, I know that you can define which outgoing email box you want to use when sending, either through push to the email form, or via notify action...but I don't know if there is a provision for it OOTB. On Mon, Aug 26, 2013 at 9:18 AM, Brittain, Mark mbritt...@navisite.commailto:mbritt...@navisite.com wrote: ** Hi All, Is there an easy way to configure different from addresses when sending a manual email from an Incident or Change? Of course there is a default from address in the mailbox configuration and for automated emails (Create/Closed/Assigned, etc). However in situations where a manual email is sent, the address needs to be different. Might be from the user or from another address. I have looked at the documentation, and have run the active link and filter logging. Not finding it. ARS 7.6.04 ITSM 7.6.04 Mark Mark Brittain Remedy Developer ITILv3 Continual Service Improvement NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-634-9337 Mobile: 315-882.5360 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_ 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Open Remedy Attachment from URL in web browser
Hey Jamie, We have a couple Community articles that might help. The following Kinetic Community article describes using the Kinetic Request Attachment Download Module in order to download and display files stored in any BMC Remedy attachment field: http://community.kineticdata.com/10_Kinetic_Request/Install_Files/v05.01.02/Attachment_Download_Module *Note that to use the article above you would need to be on Kinetic Request version 5.1.1 or greater. The following Kinetic Community article describes how to use a Simple Data Request to retrieve a file from an attachment question built within the Kinetic Request application: http://community.kineticdata.com/10_Kinetic_Request/Solutions/Linking_to_Attachment_Answers Give us a call if you have any questions. Derick On Mon, Aug 26, 2013 at 12:28 PM, Jamie jamie.bo...@transamerica.comwrote: Thanks everyone for the information. The form in the example was a Kinetic Data form, but I'm taking the suggestions and looking into using workflow to complete the functionality since it doesn't look like there is the ability to do it just from the URL. ___ 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: Customize Email From
agreed :) On Mon, Aug 26, 2013 at 11:47 AM, Brittain, Mark mbritt...@navisite.comwrote: ** Hi LJ, ** ** I can modify the NTE:NTS:Email_200_anual_NT filter to have a custom from address which is painless. That will get me past this requirement. If I need to have multiple custom from addresses like I had is ARS 6.3, that will be a bit of work. ** ** Thanks Mark ** ** *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Longwing, Lj *Sent:* Monday, August 26, 2013 11:23 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: Customize Email From ** ** ** Mark, I know that you can define which outgoing email box you want to use when sending, either through push to the email form, or via notify action...but I don't know if there is a provision for it OOTB. ** ** On Mon, Aug 26, 2013 at 9:18 AM, Brittain, Mark mbritt...@navisite.com wrote: ** Hi All, Is there an easy way to configure different from addresses when sending a manual email from an Incident or Change? Of course there is a default from address in the mailbox configuration and for automated emails (Create/Closed/Assigned, etc). However in situations where a manual email is sent, the address needs to be different. Might be from the user or from another address. I have looked at the documentation, and have run the active link and filter logging. Not finding it. ARS 7.6.04 ITSM 7.6.04 Mark *Mark Brittain* Remedy Developer ITILv3 Continual Service Improvement *NaviSite – **A Time Warner Cable Company* mbritt...@navisite.com Office: 315-634-9337 Mobile: 315-882.5360 ** ** -- 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_ -- 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. _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: Remedy and Flash
Claire, Just to be clear what the setting does If you disable Flash using the mid-tier setting: If using Firefox or Safari or any browser other than IE - no affect as Flash is not used for the generic rendering of forms for any of these browsers If using AR System mid-tier 8.0 or later and using IE - no affect as Flash is not used for the generic rendering of forms in ANY browser from the 8.0 release and forward If using AR System mid-tier pre-8.0 and using IE - Flash is used for a couple of small cosmetic aspects of the system. And, yes, the only issue with not using Flash is those minor cosmetic aspects and a gain in performance of the system. This setting has no impact on any DVF that uses Flash to display the contents. This includes Flashboards - if you have it configured to use Flash vs. the whatever the other display option is. This includes the CMDB console screens which are actually DVFs and use Flash (and which will be rewritten to use native AR System technology if I can ever get it on the schedule) This includes any custom plugin you may have which uses Flash So, for this set of things, Flash must be installed if you want these screens / pictures to display. These areas are NOT affected or covered by the use of Flash for the generic rendering of the screen. The settings in question here is only about the issue where Flash was used when the browser (IE specifically) did not have the support for the constructs to produce some UI polish that we were introducing. Doug From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire Sent: Friday, August 23, 2013 9:49 AM To: arslist@ARSLIST.ORG Subject: Remedy and Flash ** Sort of an add on to the question below... Does disabling Flash do anything other than remove the rounded corners? Does it make the screen build and change faster? ITSM 7.6.04 SP2 ARS 7.6.04 SP3 Mid-Tier SP4-s Oracle 11.2.0.3.0 - 64bit Production Win 2008 Server Claire Sanford Information Systems Division Memorial Hermann Healthcare System claire.sanf...@memorialhermann.org From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Terry Bootsma Sent: Friday, August 23, 2013 11:05 AM To: arslist@ARSLIST.ORG Subject: Re: [EXTERNAL] Service Desk agents experience delays when opening Templates in Remedy while using Internet Explorer 9. ** I've experienced that as well. Without knowing which version of ARS/ITSM you are running, I would suggest the following (Applies to 7.6.04 SP4) Problem due to IE9/Flash and there are two choices: 1. You can downgrade your Flash to version 10.2 or 2. You can disable the Flash UI rendering in your Mid Tier config.properties file Set these lines to False: arsystem.flash.detect_flashplayer=true arsystem.flash.enable_ui_rendering=true Terry From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K Sent: August-21-13 12:49 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: [EXTERNAL] Service Desk agents experience delays when opening Templates in Remedy while using Internet Explorer 9. ** Gordon: Yes, we definitely experienced that. Unfortunately, I'm drawing a blank on what we did to address it, but I'm thinking we saw an improvement after having folks tweak their browser settings somehow. Sorry I can't be of more help. :( Natalie Stroud SAIC @ Sandia National Laboratories ARS-ITSM Tester Albuquerque, NM USA nkst...@sandia.govmailto:nkst...@sandia.gov ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Gordon Frank Sent: Wednesday, August 21, 2013 10:09 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: [EXTERNAL] Service Desk agents experience delays when opening Templates in Remedy while using Internet Explorer 9. ** Hello, Has anyone seen this? Service Desk agents experience delays when opening Templates in Remedy while using IE 9. When using Firefox, there are no delays. Because of Firefox quirkiness, Firefox is not always an option. These delays can be from 5 secs. to 45 secs., which can cause significant delays to the Service Desk agents performance. Templates are created to aid in speeding up the Service Desk agents work, but are not being utilized to the fullest extent because of the delays. Gordon Frank _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_ _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
Sort of a Rant: Quote from Dev Studio Help - Web applications do not support the $FIELDHEL$ keyword - WHY???
Does anyone know the reason why the Mid-Tier is unable to support the $FIELDHELP$ keyword? The help on this keyword states that Web applications do not support the $FIELDHELP$ keyword; it returns NULL. Any reason why this would have been hard to implement on the Mid-Tier? I was hoping to use it on a very small form wherein I could set $FIELDHELP$ to a temp display only field on every gain focus action of a field, displaying the help of that field in that display only field. Works like a charm on the User tool, however it does not on the Mid-Tier because of this said limitation of the said keyword. With the impending slow death of the thick client, it would have been nice to have features such as this available at the Mid-Tier level as well. If you ask me this feature would have been more useful on the web for intuitive field help for a end user, than it is on a native thick client.. Joe ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Sort of a Rant: Quote from Dev Studio Help - Web applications do not support the $FIELDHEL$ keyword - WHY???
No, I don't know the answer to which you seek...but I can hypothesize?:) Ok...so field help can be 'bulky' at timesand the client (web browser) doesn't keep a copy of the form in question in the same way that the user tool did...so to try to keep the communication size between client/mid-tier/server as small as possible, as well as keep the Mid-Tier cache smaller, it was decided to not include the 'help' for each and every field on each and every form in cache, and transferred across the wire just a guess though...I certainly don't work for, nor represent BMC on this, nor ANY matterbut my explanation makes sense to ME :) On Mon, Aug 26, 2013 at 2:04 PM, Joe D'Souza jdso...@shyle.net wrote: ** Does anyone know the reason why the Mid-Tier is unable to support the $FIELDHELP$ keyword? The help on this keyword states that “Web applications do not support the $FIELDHELP$ keyword; it returns NULL.” ** ** Any reason why this would have been hard to implement on the Mid-Tier? ** ** I was hoping to use it on a very small form wherein I could set $FIELDHELP$ to a temp display only field on every gain focus action of a field, displaying the help of that field in that display only field. Works like a charm on the User tool, however it does not on the Mid-Tier because of this said limitation of the said keyword. ** ** With the impending slow death of the thick client, it would have been nice to have features such as this available at the Mid-Tier level as well. ** ** If you ask me this feature would have been more useful on the web for intuitive field help for a end user, than it is on a native thick client.. ** ** Joe _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: Sort of a Rant: Quote from Dev Studio Help - Web applications do not support the $FIELDHEL$ keyword - WHY???
Possibly of course if you hit Help in the toolbar on a form in Mid-Tier you get the help for ALL fields on the form. And $FIELDID$ states Returns NULL if the FIELDHELP keyword is not implemented. so I wonder if it is somehow related to not maintaining a list of what object has the focus Fred From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj Sent: Monday, August 26, 2013 3:09 PM To: arslist@ARSLIST.ORG Subject: Re: Sort of a Rant: Quote from Dev Studio Help - Web applications do not support the $FIELDHEL$ keyword - WHY??? ** No, I don't know the answer to which you seek...but I can hypothesize?:) Ok...so field help can be 'bulky' at timesand the client (web browser) doesn't keep a copy of the form in question in the same way that the user tool did...so to try to keep the communication size between client/mid-tier/server as small as possible, as well as keep the Mid-Tier cache smaller, it was decided to not include the 'help' for each and every field on each and every form in cache, and transferred across the wire just a guess though...I certainly don't work for, nor represent BMC on this, nor ANY matterbut my explanation makes sense to ME :) -Original Message- On Mon, Aug 26, 2013 at 2:04 PM, Joe D'Souza wrote: ** Does anyone know the reason why the Mid-Tier is unable to support the $FIELDHELP$ keyword? The help on this keyword states that Web applications do not support the $FIELDHELP$ keyword; it returns NULL. Any reason why this would have been hard to implement on the Mid-Tier? I was hoping to use it on a very small form wherein I could set $FIELDHELP$ to a temp display only field on every gain focus action of a field, displaying the help of that field in that display only field. Works like a charm on the User tool, however it does not on the Mid-Tier because of this said limitation of the said keyword. With the impending slow death of the thick client, it would have been nice to have features such as this available at the Mid-Tier level as well. If you ask me this feature would have been more useful on the web for intuitive field help for a end user, than it is on a native thick client.. Joe ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: [EXTERNAL] Re: Sort of a Rant: Quote from Dev Studio Help - Web applications do not support the $FIELDHEL$ keyword - WHY???
Certainly the idea of optimizing the connection between client/mt/server seems reasonable. But if that's true (and I hear that you're only guessing, LJ), then it seems like it should be an option that can be turned on for individual fields, so that developers can turn it on and add that little bit of extra overhead when it makes sense to. I dunno about you all, but I tend to think that anything that can make life a little easier for the end-user is a good thing, particularly if implemented with wisdom. :) Natalie Stroud SAIC @ Sandia National Laboratories ARS-ITSM Reporting Specialist Albuquerque, NM USA nkst...@sandia.govmailto:nkst...@sandia.gov ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj Sent: Monday, August 26, 2013 2:09 PM To: arslist@ARSLIST.ORG Subject: [EXTERNAL] Re: Sort of a Rant: Quote from Dev Studio Help - Web applications do not support the $FIELDHEL$ keyword - WHY??? ** No, I don't know the answer to which you seek...but I can hypothesize?:) Ok...so field help can be 'bulky' at timesand the client (web browser) doesn't keep a copy of the form in question in the same way that the user tool did...so to try to keep the communication size between client/mid-tier/server as small as possible, as well as keep the Mid-Tier cache smaller, it was decided to not include the 'help' for each and every field on each and every form in cache, and transferred across the wire just a guess though...I certainly don't work for, nor represent BMC on this, nor ANY matterbut my explanation makes sense to ME :) On Mon, Aug 26, 2013 at 2:04 PM, Joe D'Souza jdso...@shyle.netmailto:jdso...@shyle.net wrote: ** Does anyone know the reason why the Mid-Tier is unable to support the $FIELDHELP$ keyword? The help on this keyword states that Web applications do not support the $FIELDHELP$ keyword; it returns NULL. Any reason why this would have been hard to implement on the Mid-Tier? I was hoping to use it on a very small form wherein I could set $FIELDHELP$ to a temp display only field on every gain focus action of a field, displaying the help of that field in that display only field. Works like a charm on the User tool, however it does not on the Mid-Tier because of this said limitation of the said keyword. With the impending slow death of the thick client, it would have been nice to have features such as this available at the Mid-Tier level as well. If you ask me this feature would have been more useful on the web for intuitive field help for a end user, than it is on a native thick client.. Joe _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: ARS.XSD File location
Hi everyone, I know this is an ancient thread, but did anyone ever actually find ars.xsd? The reason I ask is that I seem to have (I think) found a bug in the xml-mode import/export API function on 7.6.04. It appears any active link with an open window action that specifies Display Directly mode fails API import with XML Parsing error. Invalid enumeration value. Tracing it further, it seems to be related to the value of windowMode, which is NULL when you export an active link with one of these Display Directly open window actions as so: windowMode / If you change the active link to some other display mode and export, you'll get values such as this (which import fine): windowModedisplayDetailOnly/windowMode tellingly, if you export one of these active links in def mode you'll see: open-winmod: 18 which sort of hints that this is value #18 in an enumerated list. And if I could find the XSD, I'd bet money I can put whatever is defined as value #18 for windowMode in and manually fix these active link definitions. SO … anyone know where ars.xsd lives? -Andy On Aug 21, 2008, at 2:07 AM, Saravanan Palaniappan saravan...@virtusa.com wrote: ** Hi Listers, I generated a XML file (instead of DEF file) while exporting a form from the server. The XML refers to an XSD file called ars.xsd. I wanted that XSD file to understand the tag definitions better. I did search for that but couldn’t find it. Can you please help me out with the location to find the file? Thanks in advance. Thanks Regards Saravanan Palaniappan ITSM To teach and to learn, to laugh and make others laugh. This is my purpose. Any day I don't do this was not worth the time it took to get through it. This message, including any attachments, contains confidential information intended for a specific individual and purpose, and is intended for the addressee only. Any unauthorized disclosure, use, dissemination, copying, or distribution of this message or any of its attachments or the information contained in this e-mail, or the taking of any action based on it, is strictly prohibited. If you are not the intended recipient, please notify the sender immediately by return e-mail and delete this message. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: ARS.XSD File location
Andy, I believe the list you are looking for is 0 - AR_ACTIVE_LINK_ACTION_OPEN_DLG 1 - AR_ACTIVE_LINK_ACTION_OPEN_SEARCH 2 - AR_ACTIVE_LINK_ACTION_OPEN_SUBMIT 3 - AR_ACTIVE_LINK_ACTION_OPEN_MODIFY_LST 4 - AR_ACTIVE_LINK_ACTION_OPEN_MODIFY_DETAIL 5 - AR_ACTIVE_LINK_ACTION_OPEN_MODIFY_SPLIT 6 - AR_ACTIVE_LINK_ACTION_OPEN_DSPLY_LST 7 - AR_ACTIVE_LINK_ACTION_OPEN_DSPLY_DETAIL 8 - AR_ACTIVE_LINK_ACTION_OPEN_DSPLY_SPLIT 9 - AR_ACTIVE_LINK_ACTION_OPEN_REPORT 10 - AR_ACTIVE_LINK_ACTION_OPEN_MODIFY 11 - AR_ACTIVE_LINK_ACTION_OPEN_DSPLY 12 - AR_ACTIVE_LINK_ACTION_OPEN_MODIFY_DIRECT 13 - AR_ACTIVE_LINK_ACTION_OPEN_MODIFY_DIRECT_LST 14 - AR_ACTIVE_LINK_ACTION_OPEN_MODIFY_DIRECT_DETAIL 15 - AR_ACTIVE_LINK_ACTION_OPEN_MODIFY_DIRECT_SPLIT 16 - AR_ACTIVE_LINK_ACTION_OPEN_DISPLAY_DIRECT 17 - AR_ACTIVE_LINK_ACTION_OPEN_DISPLAY_DIRECT_LST 18 - AR_ACTIVE_LINK_ACTION_OPEN_DISPLAY_DIRECT_DETAIL 19 - AR_ACTIVE_LINK_ACTION_OPEN_DISPLAY_DIRECT_SPLIT 20 - AR_ACTIVE_LINK_ACTION_OPEN_POPUP On Mon, Aug 26, 2013 at 2:59 PM, Andrew Hicox and...@hicox.com wrote: ** Hi everyone, I know this is an ancient thread, but did anyone ever actually *find* ars.xsd? The reason I ask is that I seem to have (I think) found a bug in the xml-mode import/export API function on 7.6.04. It appears any active link with an open window action that specifies Display Directly mode fails API import with XML Parsing error. Invalid enumeration value. Tracing it further, it seems to be related to the value of windowMode, which is NULL when you export an active link with one of these Display Directly open window actions as so: windowMode / If you change the active link to some other display mode and export, you'll get values such as this (which import fine): windowModedisplayDetailOnly/windowMode tellingly, if you export one of these active links in def mode you'll see: open-winmod: 18 which sort of hints that this is value #18 in an enumerated list. And if I could find the XSD, I'd bet money I can put whatever is defined as value #18 for windowMode in and manually fix these active link definitions. SO … anyone know where ars.xsd lives? -Andy On Aug 21, 2008, at 2:07 AM, Saravanan Palaniappan saravan...@virtusa.com wrote: ** Hi Listers, I generated a XML file (instead of DEF file) while exporting a form from the server. The XML refers to an XSD file called ars.xsd. I wanted that XSD file to understand the tag definitions better. I did search for that but couldn’t find it. Can you please help me out with the location to find the file? Thanks in advance. Thanks Regards Saravanan Palaniappan ITSM To teach and to learn, to laugh and make others laugh. This is my purpose. Any day I don't do this was not worth the time it took to get through it. This message, including any attachments, contains confidential information intended for a specific individual and purpose, and is intended for the addressee only. Any unauthorized disclosure, use, dissemination, copying, or distribution of this message or any of its attachments or the information contained in this e-mail, or the taking of any action based on it, is strictly prohibited. If you are not the intended recipient, please notify the sender immediately by return e-mail and delete this message. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ _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: Sort of a Rant: Quote from Dev Studio Help - Web applications do not support the $FIELDHEL$ keyword - WHY???
@@: LJ Longwing, That sounds like it may probably be the reason why they may have not included $FIELDHELP$ (good reverse analysis..) - except that the help cumulatively does get loaded and can be seen if you press the Help toolbar if made available on the Mid-Tier on the form (see Fredrick's related email) Hypothetically assuming you are right on the reason, I think they should implement it anyway, and leave it to the developer to decide if he wants to or not have help associated with his objects. Let the developer worry about its impact to the system as afar as performance is concerned. Let it be known that the more help you have associated with your fields and your forms, the thicker they get and the bigger your network packets would get. @@: Fredrick Grooms Yes I did notice that the Help on the toolbar does load ALL the help defined on all the fields of the form. So that makes you wonder why wasn't it available for $FIELDHELP$ if the Help was available in that generic way. @@: Natlalie I concur completely. Not making a feature available altogether for performance reasons (IF that is the reason why it was not made available) sound unreasonable. Again I know LJ is only sporting a guess (a good one at that), its like implementing a hard limit to number of searches you can develop in set field if or push field if actions because searches if implemented badly could be a dangerous thing too.. But then how useful would a system be if such a limitation were imposed? Joe PS: I'm now really curious to know why this is not available now! _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj Sent: Monday, August 26, 2013 4:09 PM To: arslist@ARSLIST.ORG Subject: Re: Sort of a Rant: Quote from Dev Studio Help - Web applications do not support the $FIELDHEL$ keyword - WHY??? ** No, I don't know the answer to which you seek...but I can hypothesize?:) Ok...so field help can be 'bulky' at timesand the client (web browser) doesn't keep a copy of the form in question in the same way that the user tool did...so to try to keep the communication size between client/mid-tier/server as small as possible, as well as keep the Mid-Tier cache smaller, it was decided to not include the 'help' for each and every field on each and every form in cache, and transferred across the wire just a guess though...I certainly don't work for, nor represent BMC on this, nor ANY matterbut my explanation makes sense to ME :) On Mon, Aug 26, 2013 at 2:04 PM, Joe D'Souza jdso...@shyle.net wrote: ** Does anyone know the reason why the Mid-Tier is unable to support the $FIELDHELP$ keyword? The help on this keyword states that Web applications do not support the $FIELDHELP$ keyword; it returns NULL. Any reason why this would have been hard to implement on the Mid-Tier? I was hoping to use it on a very small form wherein I could set $FIELDHELP$ to a temp display only field on every gain focus action of a field, displaying the help of that field in that display only field. Works like a charm on the User tool, however it does not on the Mid-Tier because of this said limitation of the said keyword. With the impending slow death of the thick client, it would have been nice to have features such as this available at the Mid-Tier level as well. If you ask me this feature would have been more useful on the web for intuitive field help for a end user, than it is on a native thick client.. Joe _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: Sort of a Rant: Quote from Dev Studio Help - Web applications do not support the $FIELDHEL$ keyword - WHY???
Based on the further analysis by Fred...I withdraw my hypothesis...I was shooting from the hipyou can miss quite often like that :D LOL On Mon, Aug 26, 2013 at 3:29 PM, Joe D'Souza jdso...@shyle.net wrote: ** @@: LJ Longwing, ** ** That sounds like it may probably be the reason why they may have not included $FIELDHELP$ (good reverse analysis..) – except that the help cumulatively does get loaded and can be seen if you press the Help toolbar if made available on the Mid-Tier on the form (see Fredrick’s related email) ** ** Hypothetically assuming you are right on the reason, I think they should implement it anyway, and leave it to the developer to decide if he wants to or not have help associated with his objects. Let the developer worry about its impact to the system as afar as performance is concerned. Let it be known that the more help you have associated with your fields and your forms, the thicker they get and the bigger your network packets would get. ** ** @@: Fredrick Grooms Yes I did notice that the Help on the toolbar does load ALL the help defined on all the fields of the form. So that makes you wonder why wasn’t it available for $FIELDHELP$ if the Help was available in that generic way. ** ** @@: Natlalie I concur completely. Not making a feature available altogether for performance reasons (IF that is the reason why it was not made available) sound unreasonable. Again I know LJ is only sporting a guess (a good one at that), its like implementing a hard limit to number of searches you can develop in set field if or push field if actions because searches if implemented badly could be a dangerous thing too.. But then how useful would a system be if such a limitation were imposed? ** ** Joe ** ** PS: I’m now really curious to know why this is not available now! ** ** -- *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Longwing, Lj *Sent:* Monday, August 26, 2013 4:09 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Sort of a Rant: Quote from Dev Studio Help - Web applications do not support the $FIELDHEL$ keyword - WHY??? ** ** ** No, I don't know the answer to which you seek...but I can hypothesize?:) ** ** Ok...so field help can be 'bulky' at timesand the client (web browser) doesn't keep a copy of the form in question in the same way that the user tool did...so to try to keep the communication size between client/mid-tier/server as small as possible, as well as keep the Mid-Tier cache smaller, it was decided to not include the 'help' for each and every field on each and every form in cache, and transferred across the wire ** ** just a guess though...I certainly don't work for, nor represent BMC on this, nor ANY matterbut my explanation makes sense to ME :) ** ** On Mon, Aug 26, 2013 at 2:04 PM, Joe D'Souza jdso...@shyle.net wrote:*** * ** Does anyone know the reason why the Mid-Tier is unable to support the $FIELDHELP$ keyword? The help on this keyword states that “Web applications do not support the $FIELDHELP$ keyword; it returns NULL.” Any reason why this would have been hard to implement on the Mid-Tier? I was hoping to use it on a very small form wherein I could set $FIELDHELP$ to a temp display only field on every gain focus action of a field, displaying the help of that field in that display only field. Works like a charm on the User tool, however it does not on the Mid-Tier because of this said limitation of the said keyword. With the impending slow death of the thick client, it would have been nice to have features such as this available at the Mid-Tier level as well. If you ask me this feature would have been more useful on the web for intuitive field help for a end user, than it is on a native thick client.. Joe _ARSlist: Where the Answers Are and have been for 20 years_ ** ** _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: ARS.XSD File location
Indeed! That does appear to be the list. However, to manually correct the xml def exports (so that they can be imported), I need to see the ars.xsd, so I can correlate value #18 to whatever enumerated string value is expected in on the windowMode node. (it's a long story … I have to use xml definition files in this particular scenario) ... again, anyone out there (maybe even someone at BMC) have the ars.xsd? I've looked thoroughly through the dev-studio kit install, and through the server installation, and can't find it anywhere. thanks! -Andy On Aug 26, 2013, at 4:27 PM, Longwing, Lj llongw...@usgs.gov wrote: ** Andy, I believe the list you are looking for is 0 - AR_ACTIVE_LINK_ACTION_OPEN_DLG 1 - AR_ACTIVE_LINK_ACTION_OPEN_SEARCH 2 - AR_ACTIVE_LINK_ACTION_OPEN_SUBMIT 3 - AR_ACTIVE_LINK_ACTION_OPEN_MODIFY_LST 4 - AR_ACTIVE_LINK_ACTION_OPEN_MODIFY_DETAIL 5 - AR_ACTIVE_LINK_ACTION_OPEN_MODIFY_SPLIT 6 - AR_ACTIVE_LINK_ACTION_OPEN_DSPLY_LST 7 - AR_ACTIVE_LINK_ACTION_OPEN_DSPLY_DETAIL 8 - AR_ACTIVE_LINK_ACTION_OPEN_DSPLY_SPLIT 9 - AR_ACTIVE_LINK_ACTION_OPEN_REPORT 10 - AR_ACTIVE_LINK_ACTION_OPEN_MODIFY 11 - AR_ACTIVE_LINK_ACTION_OPEN_DSPLY 12 - AR_ACTIVE_LINK_ACTION_OPEN_MODIFY_DIRECT 13 - AR_ACTIVE_LINK_ACTION_OPEN_MODIFY_DIRECT_LST 14 - AR_ACTIVE_LINK_ACTION_OPEN_MODIFY_DIRECT_DETAIL 15 - AR_ACTIVE_LINK_ACTION_OPEN_MODIFY_DIRECT_SPLIT 16 - AR_ACTIVE_LINK_ACTION_OPEN_DISPLAY_DIRECT 17 - AR_ACTIVE_LINK_ACTION_OPEN_DISPLAY_DIRECT_LST 18 - AR_ACTIVE_LINK_ACTION_OPEN_DISPLAY_DIRECT_DETAIL 19 - AR_ACTIVE_LINK_ACTION_OPEN_DISPLAY_DIRECT_SPLIT 20 - AR_ACTIVE_LINK_ACTION_OPEN_POPUP On Mon, Aug 26, 2013 at 2:59 PM, Andrew Hicox and...@hicox.com wrote: ** Hi everyone, I know this is an ancient thread, but did anyone ever actually find ars.xsd? The reason I ask is that I seem to have (I think) found a bug in the xml-mode import/export API function on 7.6.04. It appears any active link with an open window action that specifies Display Directly mode fails API import with XML Parsing error. Invalid enumeration value. Tracing it further, it seems to be related to the value of windowMode, which is NULL when you export an active link with one of these Display Directly open window actions as so: windowMode / If you change the active link to some other display mode and export, you'll get values such as this (which import fine): windowModedisplayDetailOnly/windowMode tellingly, if you export one of these active links in def mode you'll see: open-winmod: 18 which sort of hints that this is value #18 in an enumerated list. And if I could find the XSD, I'd bet money I can put whatever is defined as value #18 for windowMode in and manually fix these active link definitions. SO … anyone know where ars.xsd lives? -Andy On Aug 21, 2008, at 2:07 AM, Saravanan Palaniappan saravan...@virtusa.com wrote: ** Hi Listers, I generated a XML file (instead of DEF file) while exporting a form from the server. The XML refers to an XSD file called ars.xsd. I wanted that XSD file to understand the tag definitions better. I did search for that but couldn’t find it. Can you please help me out with the location to find the file? Thanks in advance. Thanks Regards Saravanan Palaniappan ITSM To teach and to learn, to laugh and make others laugh. This is my purpose. Any day I don't do this was not worth the time it took to get through it. This message, including any attachments, contains confidential information intended for a specific individual and purpose, and is intended for the addressee only. Any unauthorized disclosure, use, dissemination, copying, or distribution of this message or any of its attachments or the information contained in this e-mail, or the taking of any action based on it, is strictly prohibited. If you are not the intended recipient, please notify the sender immediately by return e-mail and delete this message. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ _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: ARS.XSD File location
Andrew, To answer the question of 'where', I did a string search in arxmlutil dll file I have laying around...I found the following string values that seem to be related to what you are looking for modifyDirectSplitWindow modifyDirectDetailOnly modifyDirectListOnly modifyDirect display modify report displaySplitWindow displayDetailOnly displayListOnly modifySplitWindow modifyDetailOnly modifyListOnly search I don't know if one of them will help you, as it seems to be missing 6 that the other list had (haven't matched them up to figure out which ones)but I hope the one you are looking for is here. On Mon, Aug 26, 2013 at 3:33 PM, Andrew Hicox and...@hicox.com wrote: ** Indeed! That does appear to be the list. However, to manually correct the xml def exports (so that they can be imported), I need to see the ars.xsd, so I can correlate value #18 to whatever enumerated string value is expected in on the windowMode node. (it's a long story … I have to use xml definition files in this particular scenario) ... again, anyone out there (maybe even someone at BMC) have the ars.xsd? I've looked thoroughly through the dev-studio kit install, and through the server installation, and can't find it anywhere. thanks! -Andy On Aug 26, 2013, at 4:27 PM, Longwing, Lj llongw...@usgs.gov wrote: ** Andy, I believe the list you are looking for is 0 - AR_ACTIVE_LINK_ACTION_OPEN_DLG 1 - AR_ACTIVE_LINK_ACTION_OPEN_SEARCH 2 - AR_ACTIVE_LINK_ACTION_OPEN_SUBMIT 3 - AR_ACTIVE_LINK_ACTION_OPEN_MODIFY_LST 4 - AR_ACTIVE_LINK_ACTION_OPEN_MODIFY_DETAIL 5 - AR_ACTIVE_LINK_ACTION_OPEN_MODIFY_SPLIT 6 - AR_ACTIVE_LINK_ACTION_OPEN_DSPLY_LST 7 - AR_ACTIVE_LINK_ACTION_OPEN_DSPLY_DETAIL 8 - AR_ACTIVE_LINK_ACTION_OPEN_DSPLY_SPLIT 9 - AR_ACTIVE_LINK_ACTION_OPEN_REPORT 10 - AR_ACTIVE_LINK_ACTION_OPEN_MODIFY 11 - AR_ACTIVE_LINK_ACTION_OPEN_DSPLY 12 - AR_ACTIVE_LINK_ACTION_OPEN_MODIFY_DIRECT 13 - AR_ACTIVE_LINK_ACTION_OPEN_MODIFY_DIRECT_LST 14 - AR_ACTIVE_LINK_ACTION_OPEN_MODIFY_DIRECT_DETAIL 15 - AR_ACTIVE_LINK_ACTION_OPEN_MODIFY_DIRECT_SPLIT 16 - AR_ACTIVE_LINK_ACTION_OPEN_DISPLAY_DIRECT 17 - AR_ACTIVE_LINK_ACTION_OPEN_DISPLAY_DIRECT_LST 18 - AR_ACTIVE_LINK_ACTION_OPEN_DISPLAY_DIRECT_DETAIL 19 - AR_ACTIVE_LINK_ACTION_OPEN_DISPLAY_DIRECT_SPLIT 20 - AR_ACTIVE_LINK_ACTION_OPEN_POPUP On Mon, Aug 26, 2013 at 2:59 PM, Andrew Hicox and...@hicox.com wrote: ** Hi everyone, I know this is an ancient thread, but did anyone ever actually *find* ars.xsd? The reason I ask is that I seem to have (I think) found a bug in the xml-mode import/export API function on 7.6.04. It appears any active link with an open window action that specifies Display Directly mode fails API import with XML Parsing error. Invalid enumeration value. Tracing it further, it seems to be related to the value of windowMode, which is NULL when you export an active link with one of these Display Directly open window actions as so: windowMode / If you change the active link to some other display mode and export, you'll get values such as this (which import fine): windowModedisplayDetailOnly/windowMode tellingly, if you export one of these active links in def mode you'll see: open-winmod: 18 which sort of hints that this is value #18 in an enumerated list. And if I could find the XSD, I'd bet money I can put whatever is defined as value #18 for windowMode in and manually fix these active link definitions. SO … anyone know where ars.xsd lives? -Andy On Aug 21, 2008, at 2:07 AM, Saravanan Palaniappan saravan...@virtusa.com wrote: ** Hi Listers, I generated a XML file (instead of DEF file) while exporting a form from the server. The XML refers to an XSD file called ars.xsd. I wanted that XSD file to understand the tag definitions better. I did search for that but couldn’t find it. Can you please help me out with the location to find the file? Thanks in advance. Thanks Regards Saravanan Palaniappan ITSM To teach and to learn, to laugh and make others laugh. This is my purpose. Any day I don't do this was not worth the time it took to get through it. This message, including any attachments, contains confidential information intended for a specific individual and purpose, and is intended for the addressee only. Any unauthorized disclosure, use, dissemination, copying, or distribution of this message or any of its attachments or the information contained in this e-mail, or the taking of any action based on it, is strictly prohibited. If you are not the intended recipient, please notify the sender immediately by return e-mail and delete this message. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the
Re: ARS.XSD File location
There's not any value that would correlate to display directly in that list. Which … who knows … maybe the fact that it's missing from that DLL is the reason that dev-studio exports a null value for windowMode?. NOTE: I did just try guessing displayDirect … that didn't work :-/ The definitive answer to this question should be in ars.xsd. Since it is specifically referenced in the header of every XML def export that dev-studio makes, I must presume that it does exist somewhere if nowhere else than in some BMC code repository. I've tried searching the knowledge base on the BMC support site, but can't find anything there either. I'll get around to filing a bug report, etc of course … but would be darn nice if I could find the right value to stick in there to just get through this one sticky situation. Anyhow … bummer, but thanks for looking. if anyone out there does have a copy of ARS.XSD … you know … shoot it out on the list 'eh? :-) -Andy On Aug 26, 2013, at 4:46 PM, Longwing, Lj llongw...@usgs.gov wrote: ** Andrew, To answer the question of 'where', I did a string search in arxmlutil dll file I have laying around...I found the following string values that seem to be related to what you are looking for modifyDirectSplitWindow modifyDirectDetailOnly modifyDirectListOnly modifyDirect display modify report displaySplitWindow displayDetailOnly displayListOnly modifySplitWindow modifyDetailOnly modifyListOnly search I don't know if one of them will help you, as it seems to be missing 6 that the other list had (haven't matched them up to figure out which ones)but I hope the one you are looking for is here. On Mon, Aug 26, 2013 at 3:33 PM, Andrew Hicox and...@hicox.com wrote: ** Indeed! That does appear to be the list. However, to manually correct the xml def exports (so that they can be imported), I need to see the ars.xsd, so I can correlate value #18 to whatever enumerated string value is expected in on the windowMode node. (it's a long story … I have to use xml definition files in this particular scenario) ... again, anyone out there (maybe even someone at BMC) have the ars.xsd? I've looked thoroughly through the dev-studio kit install, and through the server installation, and can't find it anywhere. thanks! -Andy On Aug 26, 2013, at 4:27 PM, Longwing, Lj llongw...@usgs.gov wrote: ** Andy, I believe the list you are looking for is 0 - AR_ACTIVE_LINK_ACTION_OPEN_DLG 1 - AR_ACTIVE_LINK_ACTION_OPEN_SEARCH 2 - AR_ACTIVE_LINK_ACTION_OPEN_SUBMIT 3 - AR_ACTIVE_LINK_ACTION_OPEN_MODIFY_LST 4 - AR_ACTIVE_LINK_ACTION_OPEN_MODIFY_DETAIL 5 - AR_ACTIVE_LINK_ACTION_OPEN_MODIFY_SPLIT 6 - AR_ACTIVE_LINK_ACTION_OPEN_DSPLY_LST 7 - AR_ACTIVE_LINK_ACTION_OPEN_DSPLY_DETAIL 8 - AR_ACTIVE_LINK_ACTION_OPEN_DSPLY_SPLIT 9 - AR_ACTIVE_LINK_ACTION_OPEN_REPORT 10 - AR_ACTIVE_LINK_ACTION_OPEN_MODIFY 11 - AR_ACTIVE_LINK_ACTION_OPEN_DSPLY 12 - AR_ACTIVE_LINK_ACTION_OPEN_MODIFY_DIRECT 13 - AR_ACTIVE_LINK_ACTION_OPEN_MODIFY_DIRECT_LST 14 - AR_ACTIVE_LINK_ACTION_OPEN_MODIFY_DIRECT_DETAIL 15 - AR_ACTIVE_LINK_ACTION_OPEN_MODIFY_DIRECT_SPLIT 16 - AR_ACTIVE_LINK_ACTION_OPEN_DISPLAY_DIRECT 17 - AR_ACTIVE_LINK_ACTION_OPEN_DISPLAY_DIRECT_LST 18 - AR_ACTIVE_LINK_ACTION_OPEN_DISPLAY_DIRECT_DETAIL 19 - AR_ACTIVE_LINK_ACTION_OPEN_DISPLAY_DIRECT_SPLIT 20 - AR_ACTIVE_LINK_ACTION_OPEN_POPUP On Mon, Aug 26, 2013 at 2:59 PM, Andrew Hicox and...@hicox.com wrote: ** Hi everyone, I know this is an ancient thread, but did anyone ever actually find ars.xsd? The reason I ask is that I seem to have (I think) found a bug in the xml-mode import/export API function on 7.6.04. It appears any active link with an open window action that specifies Display Directly mode fails API import with XML Parsing error. Invalid enumeration value. Tracing it further, it seems to be related to the value of windowMode, which is NULL when you export an active link with one of these Display Directly open window actions as so: windowMode / If you change the active link to some other display mode and export, you'll get values such as this (which import fine): windowModedisplayDetailOnly/windowMode tellingly, if you export one of these active links in def mode you'll see: open-winmod: 18 which sort of hints that this is value #18 in an enumerated list. And if I could find the XSD, I'd bet money I can put whatever is defined as value #18 for windowMode in and manually fix these active link definitions. SO … anyone know where ars.xsd lives? -Andy On Aug 21, 2008, at 2:07 AM, Saravanan Palaniappan saravan...@virtusa.com wrote: ** Hi Listers, I generated a XML file (instead of DEF file) while exporting a form from the server. The XML refers to an XSD file called ars.xsd. I wanted that XSD file to understand the tag definitions better. I did search for that but couldn’t find it. Can you
Approve/reject change requests via web services
Does anyone know the best way to approve or reject change requests via web services? On 7.6.04 Itsm. Sent from my iPhone ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Remedy and Flash
Sent from my HTC One™ X, an ATT 4G LTE smartphone - Reply message - From: Mueller, Doug doug_muel...@bmc.com To: arslist@ARSLIST.ORG Subject: Remedy and Flash Date: Mon, Aug 26, 2013 2:35 PM Claire, Just to be clear what the setting does If you disable Flash using the mid-tier setting: If using Firefox or Safari or any browser other than IE - no affect as Flash is not used for the generic rendering of forms for any of these browsers If using AR System mid-tier 8.0 or later and using IE - no affect as Flash is not used for the generic rendering of forms in ANY browser from the 8.0 release and forward If using AR System mid-tier pre-8.0 and using IE - Flash is used for a couple of small cosmetic aspects of the system. And, yes, the only issue with not using Flash is those minor cosmetic aspects and a gain in performance of the system. This setting has no impact on any DVF that uses Flash to display the contents. This includes Flashboards - if you have it configured to use Flash vs. the whatever the other display option is. This includes the CMDB console screens which are actually DVFs and use Flash (and which will be rewritten to use native AR System technology if I can ever get it on the schedule) This includes any custom plugin you may have which uses Flash So, for this set of things, Flash must be installed if you want these screens / pictures to display. These areas are NOT affected or covered by the use of Flash for the generic rendering of the screen. The settings in question here is only about the issue where Flash was used when the browser (IE specifically) did not have the support for the constructs to produce some UI polish that we were introducing. Doug From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire Sent: Friday, August 23, 2013 9:49 AM To: arslist@ARSLIST.ORG Subject: Remedy and Flash ** Sort of an add on to the question below... Does disabling Flash do anything other than remove the rounded corners? Does it make the screen build and change faster? ITSM 7.6.04 SP2 ARS 7.6.04 SP3 Mid-Tier SP4-s Oracle 11.2.0.3.0 - 64bit Production Win 2008 Server Claire Sanford Information Systems Division Memorial Hermann Healthcare System claire.sanf...@memorialhermann.org From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Terry Bootsma Sent: Friday, August 23, 2013 11:05 AM To: arslist@ARSLIST.ORG Subject: Re: [EXTERNAL] Service Desk agents experience delays when opening Templates in Remedy while using Internet Explorer 9. ** I've experienced that as well. Without knowing which version of ARS/ITSM you are running, I would suggest the following (Applies to 7.6.04 SP4) Problem due to IE9/Flash and there are two choices: 1. You can downgrade your Flash to version 10.2 or 2. You can disable the Flash UI rendering in your Mid Tier config.properties file Set these lines to False: arsystem.flash.detect_flashplayer=true arsystem.flash.enable_ui_rendering=true Terry From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K Sent: August-21-13 12:49 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: [EXTERNAL] Service Desk agents experience delays when opening Templates in Remedy while using Internet Explorer 9. ** Gordon: Yes, we definitely experienced that. Unfortunately, I'm drawing a blank on what we did to address it, but I'm thinking we saw an improvement after having folks tweak their browser settings somehow. Sorry I can't be of more help. :( Natalie Stroud SAIC @ Sandia National Laboratories ARS-ITSM Tester Albuquerque, NM USA nkst...@sandia.govmailto:nkst...@sandia.gov ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Gordon Frank Sent: Wednesday, August 21, 2013 10:09 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: [EXTERNAL] Service Desk agents experience delays when opening Templates in Remedy while using Internet Explorer 9. ** Hello, Has anyone seen this? Service Desk agents experience delays when opening Templates in Remedy while using IE 9. When using Firefox, there are no delays. Because of Firefox quirkiness, Firefox is not always an option. These delays can be from 5 secs. to 45 secs., which can cause significant delays to the Service Desk agents performance. Templates are created to aid in speeding up the Service Desk agents work, but are not being utilized to the fullest extent because of the delays. Gordon Frank _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_ _ARSlist: Where the Answers Are and have been for 20 years_
Re: Remedy and Flash
Sent from my HTC One™ X, an ATT 4G LTE smartphone - Reply message - From: Mueller, Doug doug_muel...@bmc.com To: arslist@ARSLIST.ORG Subject: Remedy and Flash Date: Mon, Aug 26, 2013 2:35 PM Claire, Just to be clear what the setting does If you disable Flash using the mid-tier setting: If using Firefox or Safari or any browser other than IE - no affect as Flash is not used for the generic rendering of forms for any of these browsers If using AR System mid-tier 8.0 or later and using IE - no affect as Flash is not used for the generic rendering of forms in ANY browser from the 8.0 release and forward If using AR System mid-tier pre-8.0 and using IE - Flash is used for a couple of small cosmetic aspects of the system. And, yes, the only issue with not using Flash is those minor cosmetic aspects and a gain in performance of the system. This setting has no impact on any DVF that uses Flash to display the contents. This includes Flashboards - if you have it configured to use Flash vs. the whatever the other display option is. This includes the CMDB console screens which are actually DVFs and use Flash (and which will be rewritten to use native AR System technology if I can ever get it on the schedule) This includes any custom plugin you may have which uses Flash So, for this set of things, Flash must be installed if you want these screens / pictures to display. These areas are NOT affected or covered by the use of Flash for the generic rendering of the screen. The settings in question here is only about the issue where Flash was used when the browser (IE specifically) did not have the support for the constructs to produce some UI polish that we were introducing. Doug From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire Sent: Friday, August 23, 2013 9:49 AM To: arslist@ARSLIST.ORG Subject: Remedy and Flash ** Sort of an add on to the question below... Does disabling Flash do anything other than remove the rounded corners? Does it make the screen build and change faster? ITSM 7.6.04 SP2 ARS 7.6.04 SP3 Mid-Tier SP4-s Oracle 11.2.0.3.0 - 64bit Production Win 2008 Server Claire Sanford Information Systems Division Memorial Hermann Healthcare System claire.sanf...@memorialhermann.org From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Terry Bootsma Sent: Friday, August 23, 2013 11:05 AM To: arslist@ARSLIST.ORG Subject: Re: [EXTERNAL] Service Desk agents experience delays when opening Templates in Remedy while using Internet Explorer 9. ** I've experienced that as well. Without knowing which version of ARS/ITSM you are running, I would suggest the following (Applies to 7.6.04 SP4) Problem due to IE9/Flash and there are two choices: 1. You can downgrade your Flash to version 10.2 or 2. You can disable the Flash UI rendering in your Mid Tier config.properties file Set these lines to False: arsystem.flash.detect_flashplayer=true arsystem.flash.enable_ui_rendering=true Terry From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K Sent: August-21-13 12:49 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: [EXTERNAL] Service Desk agents experience delays when opening Templates in Remedy while using Internet Explorer 9. ** Gordon: Yes, we definitely experienced that. Unfortunately, I'm drawing a blank on what we did to address it, but I'm thinking we saw an improvement after having folks tweak their browser settings somehow. Sorry I can't be of more help. :( Natalie Stroud SAIC @ Sandia National Laboratories ARS-ITSM Tester Albuquerque, NM USA nkst...@sandia.govmailto:nkst...@sandia.gov ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Gordon Frank Sent: Wednesday, August 21, 2013 10:09 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: [EXTERNAL] Service Desk agents experience delays when opening Templates in Remedy while using Internet Explorer 9. ** Hello, Has anyone seen this? Service Desk agents experience delays when opening Templates in Remedy while using IE 9. When using Firefox, there are no delays. Because of Firefox quirkiness, Firefox is not always an option. These delays can be from 5 secs. to 45 secs., which can cause significant delays to the Service Desk agents performance. Templates are created to aid in speeding up the Service Desk agents work, but are not being utilized to the fullest extent because of the delays. Gordon Frank _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_ _ARSlist: Where the Answers Are and have been for 20 years_
Re: Sort of a Rant: Quote from Dev Studio Help - Web applications do not support the $FIELDHEL$ keyword - WHY???
This nagging limitation led me to check all other different keywords that may not be completely compatible or do not work correctly on the Mid-Tier and I found 2 others that might need some more work on them to be more useful.. $APPLICATION$ is set to NULL when the URL does not have the application name in it. Arguably this one could be considered as designed as perhaps that might be the only way for the client to know what application launched that form. $BROWSER$ returns Netscape irrespective of what browser you use IF it is not Internet Explorer.. Useful to an extent, but not completely if you need for whatever reasons to do something lets say specifically on Chrome but not on FireFox. This one could definitely get some more work from engineering to at least recognize the most popular browsers like Chrome, Safari, Firefox, Omni, Dolphin and an Unknown for all others.. I wonder how useful would a keyword $BROWSERVERSION$ be... Does AR System 8.x address any of the above??? Joe PS: The statements made above were w.r.t AR System version 7.6.04 or below.. _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj Sent: Monday, August 26, 2013 5:32 PM To: arslist@ARSLIST.ORG Subject: Re: Sort of a Rant: Quote from Dev Studio Help - Web applications do not support the $FIELDHEL$ keyword - WHY??? ** Based on the further analysis by Fred...I withdraw my hypothesis...I was shooting from the hipyou can miss quite often like that :D LOL On Mon, Aug 26, 2013 at 3:29 PM, Joe D'Souza jdso...@shyle.net wrote: ** @@: LJ Longwing, That sounds like it may probably be the reason why they may have not included $FIELDHELP$ (good reverse analysis..) - except that the help cumulatively does get loaded and can be seen if you press the Help toolbar if made available on the Mid-Tier on the form (see Fredrick's related email) Hypothetically assuming you are right on the reason, I think they should implement it anyway, and leave it to the developer to decide if he wants to or not have help associated with his objects. Let the developer worry about its impact to the system as afar as performance is concerned. Let it be known that the more help you have associated with your fields and your forms, the thicker they get and the bigger your network packets would get. @@: Fredrick Grooms Yes I did notice that the Help on the toolbar does load ALL the help defined on all the fields of the form. So that makes you wonder why wasn't it available for $FIELDHELP$ if the Help was available in that generic way. @@: Natlalie I concur completely. Not making a feature available altogether for performance reasons (IF that is the reason why it was not made available) sound unreasonable. Again I know LJ is only sporting a guess (a good one at that), its like implementing a hard limit to number of searches you can develop in set field if or push field if actions because searches if implemented badly could be a dangerous thing too.. But then how useful would a system be if such a limitation were imposed? Joe PS: I'm now really curious to know why this is not available now! _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj Sent: Monday, August 26, 2013 4:09 PM To: arslist@ARSLIST.ORG Subject: Re: Sort of a Rant: Quote from Dev Studio Help - Web applications do not support the $FIELDHEL$ keyword - WHY??? ** No, I don't know the answer to which you seek...but I can hypothesize?:) Ok...so field help can be 'bulky' at timesand the client (web browser) doesn't keep a copy of the form in question in the same way that the user tool did...so to try to keep the communication size between client/mid-tier/server as small as possible, as well as keep the Mid-Tier cache smaller, it was decided to not include the 'help' for each and every field on each and every form in cache, and transferred across the wire just a guess though...I certainly don't work for, nor represent BMC on this, nor ANY matterbut my explanation makes sense to ME :) On Mon, Aug 26, 2013 at 2:04 PM, Joe D'Souza jdso...@shyle.net wrote: ** Does anyone know the reason why the Mid-Tier is unable to support the $FIELDHELP$ keyword? The help on this keyword states that Web applications do not support the $FIELDHELP$ keyword; it returns NULL. Any reason why this would have been hard to implement on the Mid-Tier? I was hoping to use it on a very small form wherein I could set $FIELDHELP$ to a temp display only field on every gain focus action of a field, displaying the help of that field in that display only field. Works like a charm on the User tool, however it does not on the Mid-Tier because of this said limitation of the said keyword. With the impending slow death of the thick client, it would have been nice to have features such as this available
