RE: [EXTERNAL] Re: Reporting on Incidents that have re-opened

[Arner, Todd]

Thanks Dustin, I appreciate the input.  We did think about that same thing.  It 
will work moving forward but doesn’t help with past Incidents.  Right now we 
are trying to get a percentage of incidents that were re-opened for the past 
year.

Todd

From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Fawver, Dustin
Sent: Friday, February 09, 2018 11:04 AM
To: ARSList
Subject: RE: [EXTERNAL] Re: Reporting on Incidents that have re-opened

I was also thinking of a filter that could do it on Modify, depending on how 
you want to be notified.  Maybe an email or a message.  Have the Run If clause 
of:

(‘DB.Status’ = “Resolved”) AND (‘TR.Status’ < “Resolved”)

I’m just using regular ARS 9.1.2, if that plays any part in how things are set 
up.

I hope this helps.

Dustin Fawver
Sr. Help Desk Technician
Information Technology Services

P: 423-439-4648
itsh...@etsu.edu<mailto:itsh...@etsu.edu>
[itslogo]<https://urldefense.proofpoint.com/v2/url?u=http-3A__www.etsu.edu_helpdesk=DwMGaQ=1Bxv1FLhNT7kWd-TXJNAbxBgVXw_rHZTiwmA6CMJ1Y8=J9onmqKuX2jklKZmtUKMUg=9MlKCzkoOIOtjk3FpkfhxMs6Qc3vo1tUQRFPRpDnvhA=o-st8I4u7SXz9K3jW8yV9n5ofVGbLHko7sJfnWL6Q1c=>

From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of LJ LongWing
Sent: Friday, February 09, 2018 11:47 AM
To: ARSList <arslist@arslist.org<mailto:arslist@arslist.org>>
Subject: [EXTERNAL] Re: Reporting on Incidents that have re-opened


*** This email does NOT originate from an ETSU person or service. ***
Todd,
How about something a bit more novel.  Look for records that have a Resolved 
Status history Date/User who's status is < Resolved

On Fri, Feb 9, 2018 at 8:55 AM, Arner, Todd 
<tar...@glhec.org<mailto:tar...@glhec.org>> wrote:
Hi Crystal,
Thanks for the help.   We are still seeing at least one  Incident that has  
been re-opened that does not have a date in the re-opened date field.  Have you 
ran into any issues like that?  The re-open date field definitely looks more 
useful the Kick_Back Count field.

Thanks,
Todd

From: ARSList 
[mailto:arslist-boun...@arslist.org<mailto:arslist-boun...@arslist.org>] On 
Behalf Of CRENSHAW, CRYSTAL
Sent: Friday, February 09, 2018 8:48 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: RE: Reporting on Incidents that have re-opened

Todd,

There is a hidden field on HPD:Help Desk called ‘Re-Opened Date’.  If that 
field has a vaule, then it has been reopened at least once.


This is a query for active Incidents that have been previously resolved:

'Re-Opened Date' != $NULL$ AND 'Status*' < "Resolved"

Hope that helps.


Thanks,

Crystal Crenshaw
Service Management Senior Systems Analyst
Project Services – Service Management
(919)508-0546<tel:(919)%20508-0546>

[cid:image002.gif@01D3A1AF.F60185C0]

From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Arner, Todd
Sent: Friday, February 09, 2018 9:14 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Reporting on Incidents that have re-opened

Wondering if anyone can help us figure out how to query for Incidents that have 
been re-opened.  We thought we could do this by using the Kick_Back Count field 
but it seems to reset the count after the Incident is closed and we also get 
strange results were incidents we would expect to match the query do not.  
Anyway, wondering if anyone has a better way to find incidents that have been 
re-opened.  We are using version 9.1.3.  Basically we want to run a query 
against all incidents that will list any that have been resolved and then moved 
back to an active status.  I appreciate any tips you can provide. ☺

Todd Arner
Systems Administrator III
Great Lakes Educational Loan Services, Inc.


The information contained in this communication may be confidential, is 
intended only for the use of the recipient(s) named above, and may be protected 
under state or federal law. If the reader of this message is not the intended 
recipient, you are hereby notified that any dissemination, distribution, or 
copying of this communication, or any of its contents, is strictly prohibited. 
If you have received this communication in error, please forward the 
communication to no...@glhec.org<mailto:no...@glhec.org> immediately and 
destroy or delete the original message and any copy of it from your computer 
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This email may contain confidential and privileged material for the sole use of 
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the sender and delete all copies. Any review or distribution by others is 
strictly prohibited. Personal emails are restricted by policy of the State 
Employees' Credit Union (SECU). Therefore SECU specifically disclaims any 
responsibility or liability for any personal information or opinions of the 
author expressed in this 

RE: Reporting on Incidents that have re-opened

[Arner, Todd]

LJ,
I think I understand what you are getting at but that will only solve the query 
for those incidents that are still open.  How can we find out if a Closed 
incident was re-opened during its life?

Thanks,
Todd

From: Arner, Todd
Sent: Friday, February 09, 2018 1:06 PM
To: 'ARSList'
Subject: RE: Reporting on Incidents that have re-opened

Hi LJ,
Thanks for your response but I am not following what you mean.  Could you 
provide more detail?

Thanks,
Todd

From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of LJ LongWing
Sent: Friday, February 09, 2018 10:47 AM
To: ARSList
Subject: Re: Reporting on Incidents that have re-opened

Todd,
How about something a bit more novel.  Look for records that have a Resolved 
Status history Date/User who's status is < Resolved

On Fri, Feb 9, 2018 at 8:55 AM, Arner, Todd 
<tar...@glhec.org<mailto:tar...@glhec.org>> wrote:
Hi Crystal,
Thanks for the help.   We are still seeing at least one  Incident that has  
been re-opened that does not have a date in the re-opened date field.  Have you 
ran into any issues like that?  The re-open date field definitely looks more 
useful the Kick_Back Count field.

Thanks,
Todd

From: ARSList 
[mailto:arslist-boun...@arslist.org<mailto:arslist-boun...@arslist.org>] On 
Behalf Of CRENSHAW, CRYSTAL
Sent: Friday, February 09, 2018 8:48 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: RE: Reporting on Incidents that have re-opened

Todd,

There is a hidden field on HPD:Help Desk called ‘Re-Opened Date’.  If that 
field has a vaule, then it has been reopened at least once.


This is a query for active Incidents that have been previously resolved:

'Re-Opened Date' != $NULL$ AND 'Status*' < "Resolved"

Hope that helps.


Thanks,

Crystal Crenshaw
Service Management Senior Systems Analyst
Project Services – Service Management
(919)508-0546<tel:(919)%20508-0546>

[cid:image001.gif@01D3A1A7.F1F67E70]

From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Arner, Todd
Sent: Friday, February 09, 2018 9:14 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Reporting on Incidents that have re-opened

Wondering if anyone can help us figure out how to query for Incidents that have 
been re-opened.  We thought we could do this by using the Kick_Back Count field 
but it seems to reset the count after the Incident is closed and we also get 
strange results were incidents we would expect to match the query do not.  
Anyway, wondering if anyone has a better way to find incidents that have been 
re-opened.  We are using version 9.1.3.  Basically we want to run a query 
against all incidents that will list any that have been resolved and then moved 
back to an active status.  I appreciate any tips you can provide. ☺

Todd Arner
Systems Administrator III
Great Lakes Educational Loan Services, Inc.


The information contained in this communication may be confidential, is 
intended only for the use of the recipient(s) named above, and may be protected 
under state or federal law. If the reader of this message is not the intended 
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copying of this communication, or any of its contents, is strictly prohibited. 
If you have received this communication in error, please forward the 
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This email may contain confidential and privileged material for the sole use of 
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RE: Reporting on Incidents that have re-opened

[Arner, Todd]

Hi LJ,
Thanks for your response but I am not following what you mean.  Could you 
provide more detail?

Thanks,
Todd

From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of LJ LongWing
Sent: Friday, February 09, 2018 10:47 AM
To: ARSList
Subject: Re: Reporting on Incidents that have re-opened

Todd,
How about something a bit more novel.  Look for records that have a Resolved 
Status history Date/User who's status is < Resolved

On Fri, Feb 9, 2018 at 8:55 AM, Arner, Todd 
<tar...@glhec.org<mailto:tar...@glhec.org>> wrote:
Hi Crystal,
Thanks for the help.   We are still seeing at least one  Incident that has  
been re-opened that does not have a date in the re-opened date field.  Have you 
ran into any issues like that?  The re-open date field definitely looks more 
useful the Kick_Back Count field.

Thanks,
Todd

From: ARSList 
[mailto:arslist-boun...@arslist.org<mailto:arslist-boun...@arslist.org>] On 
Behalf Of CRENSHAW, CRYSTAL
Sent: Friday, February 09, 2018 8:48 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: RE: Reporting on Incidents that have re-opened

Todd,

There is a hidden field on HPD:Help Desk called ‘Re-Opened Date’.  If that 
field has a vaule, then it has been reopened at least once.


This is a query for active Incidents that have been previously resolved:

'Re-Opened Date' != $NULL$ AND 'Status*' < "Resolved"

Hope that helps.


Thanks,

Crystal Crenshaw
Service Management Senior Systems Analyst
Project Services – Service Management
(919)508-0546<tel:(919)%20508-0546>

[cid:image001.gif@01D3A1A6.C4BB03F0]

From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Arner, Todd
Sent: Friday, February 09, 2018 9:14 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Reporting on Incidents that have re-opened

Wondering if anyone can help us figure out how to query for Incidents that have 
been re-opened.  We thought we could do this by using the Kick_Back Count field 
but it seems to reset the count after the Incident is closed and we also get 
strange results were incidents we would expect to match the query do not.  
Anyway, wondering if anyone has a better way to find incidents that have been 
re-opened.  We are using version 9.1.3.  Basically we want to run a query 
against all incidents that will list any that have been resolved and then moved 
back to an active status.  I appreciate any tips you can provide. ☺

Todd Arner
Systems Administrator III
Great Lakes Educational Loan Services, Inc.


The information contained in this communication may be confidential, is 
intended only for the use of the recipient(s) named above, and may be protected 
under state or federal law. If the reader of this message is not the intended 
recipient, you are hereby notified that any dissemination, distribution, or 
copying of this communication, or any of its contents, is strictly prohibited. 
If you have received this communication in error, please forward the 
communication to no...@glhec.org<mailto:no...@glhec.org> immediately and 
destroy or delete the original message and any copy of it from your computer 
system. If you have any questions concerning this message, please contact the 
sender.
This email may contain confidential and privileged material for the sole use of 
the intended recipient. If you are not the intended recipient, please contact 
the sender and delete all copies. Any review or distribution by others is 
strictly prohibited. Personal emails are restricted by policy of the State 
Employees' Credit Union (SECU). Therefore SECU specifically disclaims any 
responsibility or liability for any personal information or opinions of the 
author expressed in this email.

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RE: Reporting on Incidents that have re-opened

[Arner, Todd]

Hi Crystal,
Thanks for the help.   We are still seeing at least one  Incident that has  
been re-opened that does not have a date in the re-opened date field.  Have you 
ran into any issues like that?  The re-open date field definitely looks more 
useful the Kick_Back Count field.

Thanks,
Todd

From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of CRENSHAW, 
CRYSTAL
Sent: Friday, February 09, 2018 8:48 AM
To: arslist@ARSLIST.ORG
Subject: RE: Reporting on Incidents that have re-opened

Todd,

There is a hidden field on HPD:Help Desk called 'Re-Opened Date'.  If that 
field has a vaule, then it has been reopened at least once.


This is a query for active Incidents that have been previously resolved:

'Re-Opened Date' != $NULL$ AND 'Status*' < "Resolved"

Hope that helps.


Thanks,

Crystal Crenshaw
Service Management Senior Systems Analyst
Project Services - Service Management
(919)508-0546

[cid:image001.gif@01D3A18B.F21AB900]

From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Arner, Todd
Sent: Friday, February 09, 2018 9:14 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Reporting on Incidents that have re-opened

Wondering if anyone can help us figure out how to query for Incidents that have 
been re-opened.  We thought we could do this by using the Kick_Back Count field 
but it seems to reset the count after the Incident is closed and we also get 
strange results were incidents we would expect to match the query do not.  
Anyway, wondering if anyone has a better way to find incidents that have been 
re-opened.  We are using version 9.1.3.  Basically we want to run a query 
against all incidents that will list any that have been resolved and then moved 
back to an active status.  I appreciate any tips you can provide. :)

Todd Arner
Systems Administrator III
Great Lakes Educational Loan Services, Inc.


The information contained in this communication may be confidential, is 
intended only for the use of the recipient(s) named above, and may be protected 
under state or federal law. If the reader of this message is not the intended 
recipient, you are hereby notified that any dissemination, distribution, or 
copying of this communication, or any of its contents, is strictly prohibited. 
If you have received this communication in error, please forward the 
communication to no...@glhec.org<mailto:no...@glhec.org> immediately and 
destroy or delete the original message and any copy of it from your computer 
system. If you have any questions concerning this message, please contact the 
sender.
This email may contain confidential and privileged material for the sole use of 
the intended recipient. If you are not the intended recipient, please contact 
the sender and delete all copies. Any review or distribution by others is 
strictly prohibited. Personal emails are restricted by policy of the State 
Employees' Credit Union (SECU). Therefore SECU specifically disclaims any 
responsibility or liability for any personal information or opinions of the 
author expressed in this email.
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Reporting on Incidents that have re-opened

[Arner, Todd]

Wondering if anyone can help us figure out how to query for Incidents that have 
been re-opened.  We thought we could do this by using the Kick_Back Count field 
but it seems to reset the count after the Incident is closed and we also get 
strange results were incidents we would expect to match the query do not.  
Anyway, wondering if anyone has a better way to find incidents that have been 
re-opened.  We are using version 9.1.3.  Basically we want to run a query 
against all incidents that will list any that have been resolved and then moved 
back to an active status.  I appreciate any tips you can provide. :)

Todd Arner
Systems Administrator III
Great Lakes Educational Loan Services, Inc.

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RE: 9.1.x Notify Action Delivery Mechanism

[Arner, Todd]

We were seeing something similar.  Basically before the upgrade setting a field 
with public/view permissions would allow it to be seen by any recipient.  After 
the upgrade, this no longer worked and the data only showed in the email if the 
recipient had permissions to the field.   We had to add an entry to the 
Centralized Configurations on the AR System Administration Console.  It seems 
9.1 tightens the security around the data allowed to show in an email.

Under Component Name :  com.bmc.arsys.server.shared

We added
Setting Name:  Ignore-Form-Permissions-For-Notification-Data
Setting Value:  T

Hope that helps

Thanks,
Todd Arner
From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Mike Galat
Sent: Thursday, January 11, 2018 11:31 AM
To: 'arslist@ARSLIST.ORG'
Subject: 9.1.x Notify Action Delivery Mechanism

Hi -

We are currently working toward upgrading from AR System 8.1.02 to 9.1.03/(or 
9.1.04).  Currently our lab server is running 9.1.03.  We are running into an 
issue with the Notify action in Filters.

The Notify Delivery Mechanism allows a few values:

1: Alert
2: Email
3: User Profile Default
99: Cross-Reference

For cross reference, you can then pass an integer value to define the delivery 
mechanism at runtime:

0: No delivery
1: Alert
2: Email
3: User Profile Default

By running some filter logging we have narrowed down the types of delivery 
mechanisms that succeed/fail.  It has been our experience with 9.1 that using:


* User Profile Default (3) or Cross-Reference, with User Profile 
Default (99/dynamic 3) SUCCEEDS.

* Email (2) or Cross-Reference, with Email  (99/dynamic 2) works FAILS.

What I mean by succeeds or fails is this:

When it succeeds, the email goes out, and all variables in the subject and text 
get expanded.  So suppose I send a notification for a ticket being opened User 
Profile Default, and the subject has
$Ticket #$ has been opened at $Create Date/Time$
The email's subject will contain:
"PT-123456 - has been opened at - 1/1/2018 09:04:36 AM"

When it fails, the email goes out, and all variables in the subject and text DO 
NOT get expanded.  So suppose I send the same notification for a ticket being 
opened, using Email delivery mechanism, and the subject has
$Ticket #$ has been opened at $Create Date/Time$
The email's subject will contain:
"  - has been opened at -  "

Has anyone else experienced this behavior.  If so, were you able to fix it, and 
how?  Note: changing the notify mechanism is not an option, as we use email in 
many filters.  All of this works just fine for us in Remedy 8.1.02

Thanks!

Mike Galat


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Best way to delete records

[Arner, Todd]

We have a form in Remedy that we upload user access information into on a 
bi-weekly basis. (There is about 300,000 rows)  Prior to uploading the data to 
the form,  we delete all of the current records and then upload the new data.  
We have been using the Application-Query-Delete-Entry in an escalation Run 
process to delete the records.  This process worked fine in version 8.1 but has 
stopped working in version 9.1.3.  I did find an issue related to the 
Application-Query-Delete-Entry causing a memory leak which causes the deletion 
to fail.  It was supposed to have been fixed in patch 1 but we are still seeing 
the issue after installing the patch.  Which brings me to my question, is there 
a better way to delete all the records other than using the 
Application-Query-Delete-Entry?  As a work around for now we set up a job on 
the SQL server to truncate the data but I am not sure that is a good work 
around.  I appreciate any suggestions.

Thanks,
Todd Arner
Great Lakes

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Report on Support Group Members

[Arner, Todd]

I am trying to run a report that lists all support groups and the people that 
belong to the group.  I thought this would be an easy task, but I am not 
finding any forms that contain that data to report off of.  Can anyone point me 
in the right direction?

Thanks,
Todd Arner

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recipient, you are hereby notified that any dissemination, distribution, or 
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Re: Table Refresh Interval

[Arner, Todd]

Thank you Abhijit!  that fixed our issue.

Todd

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Abhijit Hendre
Sent: Wednesday, November 29, 2017 5:22 AM
To: arslist@ARSLIST.ORG
Subject: Re: Table Refresh Interval

**
Hi Todd,

Please change value of below parameter in mid-tier config.properties file and 
restart mid-tier services. Default value is 5.

File path would be /WEB-INF/classes

arsystem.table_autoRefreshMinInterval=1


Thanks,
Abhijit Hendre

On 29 November 2017 at 00:23, Arner, Todd 
<tar...@glhec.org<mailto:tar...@glhec.org>> wrote:
**
We just recently upgraded to ARS 9.1.3 and discovered the lowest refresh 
interval a user can set their preference to is 5 min.  Is anyone aware of a way 
to override this to allow a refresh of 1 min.  This was possible in 8.1.

Thanks,
Todd Arner


The information contained in this communication may be confidential, is 
intended only for the use of the recipient(s) named above, and may be protected 
under state or federal law. If the reader of this message is not the intended 
recipient, you are hereby notified that any dissemination, distribution, or 
copying of this communication, or any of its contents, is strictly prohibited. 
If you have received this communication in error, please forward the 
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_ARSlist: "Where the Answers Are" and have been for 20 years_

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Table Refresh Interval

[Arner, Todd]

We just recently upgraded to ARS 9.1.3 and discovered the lowest refresh 
interval a user can set their preference to is 5 min.  Is anyone aware of a way 
to override this to allow a refresh of 1 min.  This was possible in 8.1.

Thanks,
Todd Arner

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copying of this communication, or any of its contents, is strictly prohibited. 
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Re: Removing Calendar from Quick Links

[Arner, Todd]

Thanks Jason!  Removing the permissions from AL Guide NGC:CAL:AppListEntryPoint 
removed it from the Quick Links.

Todd

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Tuesday, August 15, 2017 1:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: Removing Calendar from Quick Links

**
Hi Todd,

Did you look at AL Guide NGC:CAL:AppListEntryPoint ?  To test I updated the 
Label in Dev Studio and the label in the Quick Links reflected the change.

Jason

On Mon, Aug 14, 2017 at 11:21 AM, Arner, Todd 
<tar...@glhec.org<mailto:tar...@glhec.org>> wrote:
**
Hello Everyone,
We are in the process of upgrading our server to version 9.1.3 and after 
performing the upgrade, we now see a new menu option on the Applications List 
under Quick Links for Calendar.  We will not be using this and want to remove 
it from the menu to lessen confusion.  My issue is that I cannot determine how 
to remove the menu item.  I don’t see any entry points on a form or Active Link 
Guide with an entry point that puts it out there.  I did remove all the 
permissions form the Remedy Calendar application hoping that would remove it 
but it still displays for all users.  Does anyone know how to remove the menu 
item?

Thanks,
Todd Arner


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Removing Calendar from Quick Links

[Arner, Todd]

Hello Everyone,
We are in the process of upgrading our server to version 9.1.3 and after 
performing the upgrade, we now see a new menu option on the Applications List 
under Quick Links for Calendar.  We will not be using this and want to remove 
it from the menu to lessen confusion.  My issue is that I cannot determine how 
to remove the menu item.  I don't see any entry points on a form or Active Link 
Guide with an entry point that puts it out there.  I did remove all the 
permissions form the Remedy Calendar application hoping that would remove it 
but it still displays for all users.  Does anyone know how to remove the menu 
item?

Thanks,
Todd Arner

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Upgrade Remedy from 8.1 to 9.1.3

[Arner, Todd]

I have a question on the way version 9.1.3 stores the AREA LDAP, ARDBC config 
files.  In version 8.1 they are part of the ar.cfg file.  Am I correct that in 
9.1.3 they are stored in the CMDB?  Can someone confirm this for me. If that is 
correct, then I assume the CMDB needs to be set up and functional in order to 
access the info.  The reason I am asking is that we currently do not use the 
CMDB.  We have it installed but it is not configured correctly to work.  When I 
did the upgrade from 8.1 to 9.1.3 we lost all the settings for the AREA LDAP 
and ARDBC.  I am assuming this is because the CMDB is not functional.  Any 
input is appreciated.

Thanks,
Todd Arner

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Re: BMC Remedy and Slack Integration

[Arner, Todd]

Hi LJ,
We are looking to have Remedy initiate the push to Slack when an assignment is 
made to a specific team and ultimately to allow Slack to send info back to 
Remedy such as assignee  and work info.  From Mahesh’s post it sounds like Rest 
is supported.  Can you point me in the direction where I can find more info on 
your RESTful plug-in.

Thanks,
Todd

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Thursday, May 11, 2017 10:15 AM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Remedy and Slack Integration

**
When you say 'send send information to Slack', do you mean you want Remedy to 
initiate the call to slack and push the information, or are you (as I suspect) 
talking about Slack being able to pull information from Remedy, and Slack's 
ability to push information INTO Remedy.

What sort of integration technologies does slack support...if you tell me Rest 
is one of them, then I think you are in luck :)

On Thu, May 11, 2017 at 8:57 AM, Arner, Todd 
<tar...@glhec.org<mailto:tar...@glhec.org>> wrote:
**
Hi LJ,
Thanks for the response.  Slack is a team messaging tool.  What we want to do 
is both send incident information to Slack and then have slack be able to send 
information back to Remedy.  Do that help?  I also should mention we are 
currently running version 8.1 of Remedy.

Thanks,
Todd

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of LJ 
LongWing
Sent: Thursday, May 11, 2017 9:45 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: BMC Remedy and Slack Integration

**
Todd,
For those of us (myself included) that don't know what Slack is, or what it 
does..what sort of integration are you looking for?  Are you looking for 
slack to be able to pull information out of Remedy, or push information into 
it?  Are you looking for Remedy to be able to push/pull information from Slack?

I can think of several different technologies and tools that will work to do 
bothsome through REST, some through SOAP, others through custom Java 
capabilitiesbut I would need more information from you regarding WHAT you 
would want the integration to accomplish...


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Re: BMC Remedy and Slack Integration

[Arner, Todd]

Hi LJ,
Thanks for the response.  Slack is a team messaging tool.  What we want to do 
is both send incident information to Slack and then have slack be able to send 
information back to Remedy.  Do that help?  I also should mention we are 
currently running version 8.1 of Remedy.

Thanks,
Todd

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Thursday, May 11, 2017 9:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Remedy and Slack Integration

**
Todd,
For those of us (myself included) that don't know what Slack is, or what it 
does..what sort of integration are you looking for?  Are you looking for 
slack to be able to pull information out of Remedy, or push information into 
it?  Are you looking for Remedy to be able to push/pull information from Slack?

I can think of several different technologies and tools that will work to do 
bothsome through REST, some through SOAP, others through custom Java 
capabilitiesbut I would need more information from you regarding WHAT you 
would want the integration to accomplish...


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BMC Remedy and Slack Integration

[Arner, Todd]

We are looking to integrate Slack with Remedy and I am wondering if anyone else 
has done this.  If so, can you provide a brief explanation of how you 
integrated and what version of Remedy you are running.  Any high level 
information you can provide is greatly appreciated.

Thanks,
Todd Arner
Great Lakes

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Update Incidents Via Email

[Arner, Todd]

I am trying to determine if there is a way to update an existing incident via 
email using out of the box functionality.  I understand how to create incidents 
and update the work info of an incident via email, but I am not seeing a way to 
update the incident itself.  We are looking for a way to update the Assigned to 
Group, impact and urgency fields via email.  I have some ideas of how I could 
do this through custom workflow but wanted to make sure I am not overlooking 
out of the box workflow.  Is anyone aware of a way to update an existing 
incident via email using out of the box workflow?  Thanks in advance for any 
input.

ARS 8.1
Mid-Tier 8.1
SQL 2008R3

Thanks,
Todd Arner
Great Lakes

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Re: EXTERNAL: Application-Query-Delete-Entry

[Arner, Todd]

Be cautious when adding the archiving, especially if the first night it runs if 
it will be trying to archive a large number of records.  We ran into some major 
performance issues.  We ended up slow adjusting the archive criteria so that a 
smaller amount of records were archived each night until the back log was 
processed.

Todd Arner
Great Lakes

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Dave Barber
Sent: Tuesday, August 30, 2016 10:29 AM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL: Application-Query-Delete-Entry

**
I had completely forgotten about the archiving options (my bad, etc. etc)
Much appreciated, I've put that in place to run overnight, with luck it should 
work!

On 30 August 2016 at 15:11, Reiser, John J 
> wrote:
**
Dave,
Have you tried using the Archive function to just “Delete from Source”?
It sets up just like an escalation with a timing cycle to run it and a 
Qualification to select which data to delete.

Thank you,
---
John J. Reiser
Building 760-J202
Remedy AR System Developer
Senior Software Development Analyst
Lockheed Martin - MST Moorestown Region
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. - paraphrased by me

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Dave 
Barber
Sent: Tuesday, August 30, 2016 9:49 AM
To: arslist@ARSLIST.ORG
Subject: EXTERNAL: Application-Query-Delete-Entry

**
All,
I'm trying to figure out the syntax required for Application-Query-Delete-Entry 
 (Server is running ARS 7.5)
Trying to keep an "archive" of emails - we have a requirement to keep 6 months 
worth in the system (audit trail, proof of sending, etc.), and the form was 
actually turning out to be the largest on the system (over 7 million records - 
I manually deleted the older ones via the user tool, that is not fun!).
In an active link, just trying a simple
 $PROCESS$ @@:Application-Query-Delete-Entry "AR System Email Messages" '3' < 
($TIMESTAMP$ - (86400 * 75))
The 75 is related to a test system and the data that is on it (would obviously 
be changed on live).  The query itself is fine against the email messages form, 
it just comes up with a qualification error when run via the active link.
Any suggestions?  I could try an alternative using Application-Delete-Entry 
  and table walking, but that'll be horrendously inefficient 
in comparison to Application-Query-Delete-Entry.
Regards
Dave Barber
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Limit Time Of Day a Filter Runs

[Arner, Todd]

We have a filter that is set up to send an email and need to limit it so that 
it only sends the email if the current time is between 7 AM and 6 PM.  Does 
anyone know if there is a way to limit this maybe by adding a qualification to 
the run if statement?  Any other ideas on how we may be able to limit the time 
of day the filter fires?

We are on ARS 8.1, and SQL 2008

Thanks in advance for any help

Todd Arner
Great Lakes

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Re: [Non-DoD Source] Inbound Email to Remedy 8.1 - RBE console

[Arner, Todd]

Depending on your version of mid-tier, you can use Ctrl-Alt-C to copy a record 
to a new record.  I think it was made  available in 8.1 with one of the service 
packs or patches.  I forget which.  Works just like the client. :)

Thanks,
Todd Arner
Great Lakes

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra H CTR DSS DSS HQ (US)
Sent: Friday, July 08, 2016 7:26 AM
To: arslist@ARSLIST.ORG
Subject: Re: [Non-DoD Source] Inbound Email to Remedy 8.1 - RBE console

Open the RBE:Message record on the web. Export as CSV all of the fields of the 
failed record. Change the RBE:Message from "Search" to "New". From the CSV, 
copy/paste the details from the failed record; save. Be sure that the Status = 
"New" when you save the record.


Thank you,

Sandra

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Christine Milton-Hall
Sent: Thursday, July 07, 2016 7:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: [Non-DoD Source] Inbound Email to Remedy 8.1 - RBE console

All active links contained in this email were disabled.  Please verify the 
identity of the sender, and confirm the authenticity of all links contained 
within the message prior to copying and pasting the address to a Web browser.  






What happens if we are not using the client?

-Original Message-
From: Action Request System discussion list(ARSList) 
[Caution-mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra H CTR DSS 
DSS HQ (US)
Sent: Tuesday, July 05, 2016 4:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: [Non-DoD Source] Inbound Email to Remedy 8.1 - RBE console

Christine,

Yes, monitor the RBE:Message records with a Status of "Rejected" and "No Rule 
Found".

If the failed record should be processed/can be corrected, perform a copy to 
new of the failed record (easy to do if you have the Remedy client). On the now 
new RBE:Message record, correct the deficiencies, change the Status to "New" 
and save the record. It should process correctly.


Thank you,

Sandra


-Original Message-
From: Action Request System discussion list(ARSList) 
[Caution-mailto:arslist@ARSLIST.ORG] On Behalf Of Christine Milton-Hall
Sent: Tuesday, July 05, 2016 4:00 PM
To: arslist@ARSLIST.ORG
Subject: [Non-DoD Source] Inbound Email to Remedy 8.1 - RBE console

All active links contained in this email were disabled. Please verify the 
identity of the sender, and confirm the authenticity of all links contained 
within the message prior to copying and pasting the address to a Web browser.






**

We have recently implemented inbound email to remedy to generate tickets.  (We 
have not implemented the ability to update yet).  I monitor for errors through 
the RBE console.  My questions are:



1.   One of our failures is if the from email address is not found in the 
People profile.

a.  Can we update the profile and then reprocess the transaction from the 
console?

2.  If we cannot reprocess a failed transaction from the console, can we 
update the status so that we know they have been addressed?

3.  Is there any other way to monitor email transactions to make this 
easier?



Any guidance would be greatly appreciated!



Thanks

c

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Re: So why did this happen (alternat title: How to lock out all of your users)

[Arner, Todd]

I'm not sure why it is happening, but we saw the same thing a few years back.  
After we imported, we ended up searching for all the records that had been 
updated and did a modify all.   We set the status to current for the modify all 
and saved.  That fixed the issue for us.

Todd Arner

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Natalia Cuesta
Sent: Wednesday, September 30, 2015 1:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: So why did this happen (alternat title: How to lock out all of 
your users)

**
Hi,

I cleaned the Remedy cache but the issue continues.

NC

De: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] 
En nombre de Richter, Howard (CEI-Atlanta)
Enviado el: miércoles, 30 de septiembre de 2015 13:00
Para: arslist@ARSLIST.ORG
Asunto: Re: So why did this happen (alternat title: How to lock out all of your 
users)

**
Hey William,

We just did the same thing and I saw the same issue.

I think it had something to do with the Remedy cache.

By the way how are you doing?

hbr

Howard Richter, Senior System Administrator

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of 
William Rentfrow
Sent: Wednesday, September 30, 2015 1:58 PM
To: arslist@ARSLIST.ORG
Subject: [arslist] So why did this happen (alternat title: How to lock out all 
of your users)

**
We have a Remedy 7.6.04 system which as been replaced by another vendor.  It is 
being phased out.

As part of that process we are greatly reducing licenses and changing users to 
floating from fixed.

I did a search in the User form where 'Application License' LIKE "%Fixed%".  
Then I exported the Request ID and Application License of all of those users.

In the ARX file I replaced "Fixed" with "Floating" and then re-imported all of 
them, using the option to update old record with the new data.

Everyone who got updated now gets a 623 "Authentication failed" error when 
trying to login - which is weird, because we use LDAP for authentication.  None 
of the password should have changed.  The import process could have (and should 
have) updated the user's user_cache entry, but not in a way where I'd expect 
them to get locked out.

IF I update their user record somehow it fixes the problem for the individual 
user.

Weird

William Rentfrow
wrentf...@stratacominc.com
Office: 715-204-3061 or 701-232-5697x25
Cell: 715-498-5056



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here
 to report this email as spam.
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Query question

[Arner, Todd]

I am trying to schedule a web report to run monthly that will pull in all 
records that were created in the previous month and not sure how to format the 
query.   Is there a way to set up a query in Remedy that will pull all the 
records created in the previous month?  I appreciate any help you can provide.

ARS 8.1
ITSM 8.1
MS SQL 2008 R3

Thanks,
Todd

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Re: Query question

[Arner, Todd]

Thanks Chike and John for your responses.  Unfortunately, I need to be exact 
for the number of days In each month and was hoping there is a query that would 
do that calculation rather than having to write a separate query for each month.

Thanks,
Todd
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Agu, Chike U
Sent: Wednesday, August 12, 2015 11:14 AM
To: arslist@ARSLIST.ORG
Subject: Re: Query question

**
Hi Todd,

Try this:
'Create Date' = ($TIMESTAMP$ - 2678400)

2678400 is in seconds ( 3600 seconds * 24 hours * 31 day in a month)

Regards,
Chike

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Arner, Todd
Sent: Wednesday, August 12, 2015 10:54 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Query question

**
I am trying to schedule a web report to run monthly that will pull in all 
records that were created in the previous month and not sure how to format the 
query.   Is there a way to set up a query in Remedy that will pull all the 
records created in the previous month?  I appreciate any help you can provide.

ARS 8.1
ITSM 8.1
MS SQL 2008 R3

Thanks,
Todd

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Re: Query question

[Arner, Todd]

Hi Chike,
You are correct that I want to run the report on the 1st day of the month and 
capture all the records created from the previous month, so if run on 7/1/15, 
we want to see everything created 6/1/15 - 6/30/15.  We are using the reporting 
tool built into ARS and creating a report type of Web.  From there, we use the 
report scheduling module built into the ARS reporting tool.  When creating the 
web report, we identify the query to used.  This is using the standard advanced 
searching format that is used in any ARS  form.  Hope that makes sense.

Thanks,
Todd

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Agu, Chike U
Sent: Wednesday, August 12, 2015 2:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: Query question

**
Todd,

I suppose that would require a little more work. After re-reading your 
question, it seems you're just interested in generating the previous month's 
records i.e. if you run the report on the 5th of March, you only want to get 
the report for the month of February that has 28 or 29 days. Is that correct?

You also mentioned you're scheduling a web report. How is the web report 
generating the records from remedy? Is the report using Remedy Java API for 
instance or is it running SQL directly at the remedy database? Let us know how 
your web report is passing the query to remedy and we should be able to help 
further.

Regards,
Chike


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Arner, Todd
Sent: Wednesday, August 12, 2015 12:47 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Query question

**
Thanks Chike and John for your responses.  Unfortunately, I need to be exact 
for the number of days In each month and was hoping there is a query that would 
do that calculation rather than having to write a separate query for each month.

Thanks,
Todd
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Agu, Chike U
Sent: Wednesday, August 12, 2015 11:14 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Query question

**
Hi Todd,

Try this:
'Create Date' = ($TIMESTAMP$ - 2678400)

2678400 is in seconds ( 3600 seconds * 24 hours * 31 day in a month)

Regards,
Chike

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Arner, Todd
Sent: Wednesday, August 12, 2015 10:54 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Query question

**
I am trying to schedule a web report to run monthly that will pull in all 
records that were created in the previous month and not sure how to format the 
query.   Is there a way to set up a query in Remedy that will pull all the 
records created in the previous month?  I appreciate any help you can provide.

ARS 8.1
ITSM 8.1
MS SQL 2008 R3

Thanks,
Todd

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Re: Audit Form

[Arner, Todd]

Can't you also open the form up in Dev studio and look on the definition tab.  
In the audit section it should show what form is being audited.  I think...

Todd Arner

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Koyb P. Liabt
Sent: Friday, August 07, 2015 12:43 PM
To: arslist@ARSLIST.ORG
Subject: Fwd: Audit Form

**
LJ, Unfortunately on this system I do not have access to ARInside, and I go 
through multiple tunnels to get to the Client info.  I do have access to even 
run ARInside.


From: tekkyto...@aol.commailto:tekkyto...@aol.com
To: ARSLIST@ARSLIST.ORGmailto:ARSLIST@ARSLIST.ORG
Sent: 8/7/2015 12:28:34 P.M. Eastern Daylight Time
Subj: Audit Form

Hi,

I am trying export an audit form from Server A to Server B.
When I import the audit form on server B, I get an error.

Am I supposed to enable/or disable something first before exporting from 
ServerA?
If so, I did not see options to do this.
_ARSlist: Where the Answers Are and have been for 20 years_

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Re: Resolved:Delay in sending Incident Group Assignment Notifications

[Arner, Todd]

The notifications escalations  are setup to use pool 3.  Someone added new 
escalations to pool 3 and those escalations were running long and blocking 
notification escalations.  Moved the offending escalations to a new pool and 
the notifications are running as expected.

Thanks,
Todd

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Arner, Todd
Sent: Thursday, August 06, 2015 8:59 PM
To: arslist@ARSLIST.ORG
Subject: Delay in sending Incident Group Assignment Notifications

**
We are having an issue with the sending of group notifications for assigned 
incidents.  What is happening is an incident will be assigned to a group but 
the group notification are not sent immediately.  They appear to be queuing up 
someplace in the system and are sent all at once.  For instance, we may create 
10 incidents in a 2 hour period and none of the group assignment emails are 
sent.  Then all of a sudden the group notifications for all 10 are sent at 
once.  The messages seem to be held up prior to getting to the AR:System Email 
Messages form.   Once they make it to the email messages form they are sent 
right away.  Strange thing is it is only the group notifications having issues. 
 All other notifications are processing as expected.

I am wondering if anyone else has run into this issue or has any suggestions on 
troubleshooting it.  Any input is greatly appreciated.

ARS 8.1
ITSM 8.1
SQL 2008 R3
Windows 2008 R2 server

Thanks,
Todd Arner

The information contained in this communication may be confidential, is 
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Delay in sending Incident Group Assignment Notifications

[Arner, Todd]

We are having an issue with the sending of group notifications for assigned 
incidents.  What is happening is an incident will be assigned to a group but 
the group notification are not sent immediately.  They appear to be queuing up 
someplace in the system and are sent all at once.  For instance, we may create 
10 incidents in a 2 hour period and none of the group assignment emails are 
sent.  Then all of a sudden the group notifications for all 10 are sent at 
once.  The messages seem to be held up prior to getting to the AR:System Email 
Messages form.   Once they make it to the email messages form they are sent 
right away.  Strange thing is it is only the group notifications having issues. 
 All other notifications are processing as expected.

I am wondering if anyone else has run into this issue or has any suggestions on 
troubleshooting it.  Any input is greatly appreciated.

ARS 8.1
ITSM 8.1
SQL 2008 R3
Windows 2008 R2 server

Thanks,
Todd Arner

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Java Update from JRE 7 to JRE 8

[Arner, Todd]

We are trying to update Java on our Remedy server from version 1.7.0_79 to 
1.8.0_45 and after updating we are unable to start the email engine or 
flashboards.  We are also not able to use the AR System Plug-in Server.  I am 
assuming that there are some config files or files that need to be updated to 
point to the new path.  Does anyone have a listing of sorts that indicates what 
needs to be updated?  Any help or direction you can provide is greatly 
appreciated.

ARS 8.1.00
OS Windows server 2008 SP1
DB 2008 R2 (SP2)

Thanks,
Todd Arner
Great Lakes

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Re: Java Update from JRE 7 to JRE 8

[Arner, Todd]

Thanks Rick.  It is different.  I am now trying to determine where all I need 
to make changes to reference the new installation directory.

Todd

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Monday, June 29, 2015 11:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: Java Update from JRE 7 to JRE 8

**

Todd, check the installation directory.  I think it's different for v8 vs. v7.

Rick
On Jun 29, 2015 8:58 AM, Arner, Todd 
tar...@glhec.orgmailto:tar...@glhec.org wrote:
**
We are trying to update Java on our Remedy server from version 1.7.0_79 to 
1.8.0_45 and after updating we are unable to start the email engine or 
flashboards.  We are also not able to use the AR System Plug-in Server.  I am 
assuming that there are some config files or files that need to be updated to 
point to the new path.  Does anyone have a listing of sorts that indicates what 
needs to be updated?  Any help or direction you can provide is greatly 
appreciated.

ARS 8.1.00
OS Windows server 2008 SP1
DB 2008 R2 (SP2)

Thanks,
Todd Arner
Great Lakes


The information contained in this communication may be confidential, is 
intended only for the use of the recipient(s) named above, and may be protected 
under state or federal law. If the reader of this message is not the intended 
recipient, you are hereby notified that any dissemination, distribution, or 
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Re: Java Update from JRE 7 to JRE 8 (RESOLVED)

[Arner, Todd]

Thanks Everyone for the quick input.  You guys are great.  I am still waiting 
on a response from support.  Updating the armonitor.cfg and the registry 
settings fixed our issues.

Todd

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jarl Grøneng
Sent: Monday, June 29, 2015 11:19 AM
To: arslist@ARSLIST.ORG
Subject: Re: Java Update from JRE 7 to JRE 8

**
Hi

Navigate to Computer\HEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\BMC 
Remedy Email Engine -YOUR HOSTNAME\Parameters
Change the JVM Library parameter to your new jvm dll.

Same with flashboard.

Examine your armonitor.conf/cfg file, you will find path to your current java 
install.

-
J


2015-06-29 18:05 GMT+02:00 Arner, Todd 
tar...@glhec.orgmailto:tar...@glhec.org:
**
Thanks Rick.  It is different.  I am now trying to determine where all I need 
to make changes to reference the new installation directory.

Todd

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Monday, June 29, 2015 11:02 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Java Update from JRE 7 to JRE 8

**

Todd, check the installation directory.  I think it's different for v8 vs. v7.

Rick
On Jun 29, 2015 8:58 AM, Arner, Todd 
tar...@glhec.orgmailto:tar...@glhec.org wrote:
**
We are trying to update Java on our Remedy server from version 1.7.0_79 to 
1.8.0_45 and after updating we are unable to start the email engine or 
flashboards.  We are also not able to use the AR System Plug-in Server.  I am 
assuming that there are some config files or files that need to be updated to 
point to the new path.  Does anyone have a listing of sorts that indicates what 
needs to be updated?  Any help or direction you can provide is greatly 
appreciated.

ARS 8.1.00
OS Windows server 2008 SP1
DB 2008 R2 (SP2)

Thanks,
Todd Arner
Great Lakes


The information contained in this communication may be confidential, is 
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under state or federal law. If the reader of this message is not the intended 
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Re: workflow launched from the Mid Tier client suddenly case sensitive?

[Arner, Todd]

Hi Pascale,
Just a thought, have you tried flushing the mid-tier cache.  I've seen many 
strange things fixed by flushing the cache.

Todd

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of pascale.sterr...@daimler.com
Sent: Thursday, April 23, 2015 1:00 PM
To: arslist@ARSLIST.ORG
Subject: workflow launched from the Mid Tier client suddenly case sensitive?

**
Hello all,

Can someone point me in the right direction please.

We have an application that for business reasons need to validate the extension 
of attachments. We cannot do it at the server level because we have multiple 
applications running on the same server, each with different attachment 
validation needs.   For this particular application, we also had to do the 
validation on an active link because the business wanted a specific error 
message that exceeded the limitation of the message text field.

The Active link is a simple one:
run if qualification looks like 'attachment' != null AND NOT('attachment' like 
%.jpg)
Set attachment to null
open a dialog window with the error message (simple enough)
This workflow has been in place for over 6 months without any issues on both 
Mid Tier and thick client.

Now this is the issue:
This is still working fine on the thick client. The user are still able to 
attach any picture being a  jpg or JPG
But I just learn this morning that it is no longer working (since past several 
days/weeks it seems) on the Mid Tier. It appears that the Mid Tier is now case 
sensitive?  I can attach a jpg but it pop up the error message on a JPG

I searched the old tickets on that application and I can in fact find tickets 
created from the Mid Tier with the upper case extension since that workflow was 
implemented. So it looks like it was working fine until recently. And I tested 
it today, and the users are correct, I am getting the error now.

We have made no changes to the Mid Tier itself or that application in 
Production. The only potential change I am aware of is a patch of the AIX OS 
itself on the HTTP servers. But I am told that it is impossible that it would 
affect this.

Any ideas?

ARS 7.6.04 SP5
Mid Tier 8.1.2.1 Hot Fix (dev and Test)  (Having the same issue)
Mid Tier 7.6.04 SP5 (Production)
Db MS SQL 2005
http server AIX 7.X  patch ? (separate server from the Mid Tier server)
WAS8

Thank you,

Pascale Sterrett

Kenavo ar wech all


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Re: Append items

[Arner, Todd]

Ken,
It's in the properties under attributes by the Menu Name.  It's labeled Menu 
Style.

Todd Arner

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken
Sent: Monday, March 30, 2015 12:11 PM
To: arslist@ARSLIST.ORG
Subject: Append items

**
I am trying to create a character field that we would use to associate one or 
more tags to a request. I would like it to behave similarly to the Group List 
field on the User form.

I have created a character field and attached the menu to it. However, where is 
the setting to have it append items to the character field when a menu item is 
chosen? I thought there used to be an append items option but I am not seeing 
it.  Can somebody tell me where to look.

Thanks
Ken

ARS 8.1 and Developer Studio




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The information contained in this communication may be confidential, is 
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Re: Reporting question

[Arner, Todd]

Have you looked at using the My Reports menu on the mid-tier?  Basically you 
would create your advanced query with parameters on the form you want to report 
against, run the query, select all from the search results, click the Report 
button, select the report that you already created, run the report, close the 
report, click the My Reports menu, select Save, and name it.  From here forward 
when you want to run the report click on the My reports menu, Run and select 
the report you just saved. It will prompt for the parameters and run the 
report.   It’s kind of goofy to set up the first time but my get you what you 
need.  Hope that’s helpful.

Thanks,
Todd Arner
Great Lakes

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. Baltimore II
Sent: Tuesday, March 17, 2015 4:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: Reporting question

**
Thanks all!  I was aware of the pre built using the advanced query bar.  This 
customer wanted them built directly into the report, and unless it's a crystal 
or Birt report, that isn't going to happen.

a well..

On Tue, Mar 17, 2015 at 2:03 PM, Patrick Zandi 
remedy...@gmail.commailto:remedy...@gmail.com wrote:
**
I was looking for that.. myself..

On Tue, Mar 17, 2015 at 2:00 PM, Frank Caruso 
caruso.fr...@gmail.commailto:caruso.fr...@gmail.com wrote:
Not sure if this helps but you can create Advanced searches which do prompt for 
parameters. In the advanced bar you can type the following:

'Submit Date' = $Enter Start Date$ and 'Submit Date' = $End Date$

When you run this a dialog box will appear asking for the dates. After the 
query is run you can then save the Search. The next time you run it the 
parameter dialog will appear.

HTH

Frank Caruso

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--
Patrick Zandi
_ARSlist: Where the Answers Are and have been for 20 years_



--
Warren R. Baltimore II
Remedy Developer
410-533-5367
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The information contained in this communication may be confidential, is 
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Re: Knowledgebase design in SNow is almost the exact design as the Knowledgebase in Remedy...

[Arner, Todd]

I’m not sure what the majority of this thread has to do with Remedy???  Please 
be considerate and limit your responses to information related to the purpose 
of the list.

Thanks,
Todd Arner

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Scott Hallenger
Sent: Monday, January 12, 2015 2:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: Knowledgebase design in SNow is almost the exact design as the 
Knowledgebase in Remedy...

**
I actually rented a Hyundai Genesis once. Drove it all the way from NY to 
FL.There is absolutely no comparison what so ever to a Jaguar. I would say that 
a Genesis would give a Nissan Altima a run for it's money... but that's about 
it.

On Monday, January 12, 2015 2:02 PM, Ken Pritchard 
pri...@ptd.netmailto:pri...@ptd.net wrote:

**
I have a 2000 Chevy Cavalier that is one of the most reliable cars I’ve ever 
seen.  There are a ton of them on the roads.  It starts on mornings when it’s 
too cold for any of my other vehicles to turn over (2011 and 2012 model years). 
 It has over 325,000 miles and I’ve hardly put any $$ into it besides regular 
maintenance.

No my friends – I wouldn’t trade a low end model for a Jaguar or any fancy car. 
 If it’s functional, it’s good enough.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Sunday, January 11, 2015 9:29 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Knowledgebase design in SNow is almost the exact design as the 
Knowledgebase in Remedy...

**
Reliable – I’m not sure when they are compared apples to apples. They have a 
much weaker construction and are not high performance engines. They are fairly 
good for what they are priced at and with the longer warranties they tend to 
appear like great deals.

Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Friday, January 09, 2015 7:57 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Knowledgebase design in SNow is almost the exact design as the 
Knowledgebase in Remedy...

Aren’t Hyundai the more reliable car of the two?

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Saji Philip
Sent: Thursday, January 08, 2015 7:45 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Knowledgebase design in SNow is almost the exact design as the 
Knowledgebase in Remedy...

**
They say best form of flattery is to imitation..  But I would like to drive a 
Jaguar more so then a Hyundai...
On Jan 8, 2015 7:13 PM, Joe D'Souza 
jdso...@shyle.netmailto:jdso...@shyle.net wrote:
**
Absolutely not! The first time I saw a Hyundai Sonata’s 2000 model (I think) I 
thought it was a complete rip off of the Jaguar including the way the car was 
dressed with its trims and lights etc.

I saw another that was a rip off of the BMW 5 series – I do not recall which 
one that was.

One could understand a motorcycle that looks like another as there is only so 
much you can do to make them distinguished from each other – but on a car I 
thought it was weird.

Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Jason 
Miller
Sent: Thursday, January 08, 2015 7:12 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Knowledgebase design in SNow is almost the exact design as the 
Knowledgebase in Remedy...

**
Ok, so it isn't just me that has thought I was looking at a Jaguar a few times? 
 :)

On Thu, Jan 8, 2015 at 3:54 PM, Joe D'Souza 
jdso...@shyle.netmailto:jdso...@shyle.net wrote:
**
I agree. Right up to the prefixes for incident, change, problem to name a few.

The Knowledgebase looked like a direct copy with almost the same status flow 
design.

It appeared to me like a Hyundai Sonata that tried to look like a Jaguar.

Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Saji 
Philip
Sent: Thursday, January 08, 2015 6:48 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Knowledgebase design in SNow is almost the exact design as the 
Knowledgebase in Remedy...

**
I even saw a SNOW product that our vendor is using and it looks eerily like a 
toned down version of Remedy.  Not all impressed...
On Jan 8, 2015 12:33 PM, Tanner, Doug 
doug.tan...@compass-usa.commailto:doug.tan...@compass-usa.com wrote:
**
They all do it, anyone remember Rem-Mail. Doug

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Joe 
D'Souza
Sent: Thursday, January 08, 2015 12:21 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: OT: Knowledgebase design in SNow 

Re: Upgrading from 7.6.04 SP4 to 8.1 - Folder only has 0 MB of Free Disk Space

[Arner, Todd]

Hi Lisa,
I know I have seen this in the past and I think I resolved it by running the 
install as an administrator.  I had to right click on the install file and 
choose run as administrator.  I'm pretty sure that's what fixed it for me but 
it's been a while so I could be wrong.  HTH

Todd

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR INFORMATION 
OPERATIONS
Sent: Tuesday, December 23, 2014 12:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: Upgrading from 7.6.04 SP4 to 8.1 - Folder only has 0 MB of Free 
Disk Space

Thanks Sandra,

I did this and have plenty of space on my C drive (over 4GB) and on my D drive 
(where I'm installing to - which is about 30GB of space).  It's so weird.  My 
other server is pretty much identical to this one and it's upgrading just fine. 
 At the Install/Upgrade selection panel it says:

You have 0MB of space available on the current drive (which is my D drive).

Strange.

Where is it finding that I only have 0MB of free disk space?

Lisa

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra, CTR, DSS
Sent: Tuesday, December 23, 2014 1:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: Upgrading from 7.6.04 SP4 to 8.1 - Folder only has 0 MB of Free 
Disk Space

Lisa,

On the server where you are installing, set the Folder View to Show hidden 
files, folders and drives
Open
C:\Users\YOUR PROFILE NAME\Application Data\Local\Temp Clear the Temp folder. 
Unzip the zipped install file again and run the install.

Thank you,

Sandra

Sandra Hennigan


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR INFORMATION 
OPERATIONS
Sent: Tuesday, December 23, 2014 12:28 PM
To: arslist@ARSLIST.ORG
Subject: Upgrading from 7.6.04 SP4 to 8.1 - Folder only has 0 MB of Free Disk 
Space

I'm getting an error that my installation folder only has 0 MB of free Disk 
Space and I have over 4 GB's of Free Disk Space.  I researched this and some 
people suggested updating the TEMP environment which I have done, but to no 
avail.  Is there anything else I need to check?  I'm an administrator on the 
folders.  This is a Windows Server.  I was able to upgrade my other server from 
8.1.01 to 8.1 SP2 without any problems (same server type and structure).

Any ideas?

Lisa Kemes
Remedy Consultant
Dev Technology Group
DLA Office: (717) 770-6437
Cell Phone: (717) 602-9460
lisa.ke...@devtechnology.com

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Re: Upgrading from 7.6.04 SP4 to 8.1 - Folder only has 0 MB of Free Disk Space

[Arner, Todd]

Is your server a virtual server?  If so, I have run into troubles installing if 
I run it through a Remote Desktop Connection.  I have had to use the VM client 
to connect into the server.  Just a thought in case it helps.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR INFORMATION 
OPERATIONS
Sent: Tuesday, December 23, 2014 1:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: Upgrading from 7.6.04 SP4 to 8.1 - Folder only has 0 MB of Free 
Disk Space

I did a run as administrator and still got the same error.  I'm wondering if I 
need to reboot the server?

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Arner, Todd
Sent: Tuesday, December 23, 2014 1:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: Upgrading from 7.6.04 SP4 to 8.1 - Folder only has 0 MB of Free 
Disk Space

Hi Lisa,
I know I have seen this in the past and I think I resolved it by running the 
install as an administrator.  I had to right click on the install file and 
choose run as administrator.  I'm pretty sure that's what fixed it for me but 
it's been a while so I could be wrong.  HTH

Todd

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR INFORMATION 
OPERATIONS
Sent: Tuesday, December 23, 2014 12:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: Upgrading from 7.6.04 SP4 to 8.1 - Folder only has 0 MB of Free 
Disk Space

Thanks Sandra,

I did this and have plenty of space on my C drive (over 4GB) and on my D drive 
(where I'm installing to - which is about 30GB of space).  It's so weird.  My 
other server is pretty much identical to this one and it's upgrading just fine. 
 At the Install/Upgrade selection panel it says:

You have 0MB of space available on the current drive (which is my D drive).

Strange.

Where is it finding that I only have 0MB of free disk space?

Lisa

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra, CTR, DSS
Sent: Tuesday, December 23, 2014 1:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: Upgrading from 7.6.04 SP4 to 8.1 - Folder only has 0 MB of Free 
Disk Space

Lisa,

On the server where you are installing, set the Folder View to Show hidden 
files, folders and drives
Open
C:\Users\YOUR PROFILE NAME\Application Data\Local\Temp Clear the Temp folder. 
Unzip the zipped install file again and run the install.

Thank you,

Sandra

Sandra Hennigan


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR INFORMATION 
OPERATIONS
Sent: Tuesday, December 23, 2014 12:28 PM
To: arslist@ARSLIST.ORG
Subject: Upgrading from 7.6.04 SP4 to 8.1 - Folder only has 0 MB of Free Disk 
Space

I'm getting an error that my installation folder only has 0 MB of free Disk 
Space and I have over 4 GB's of Free Disk Space.  I researched this and some 
people suggested updating the TEMP environment which I have done, but to no 
avail.  Is there anything else I need to check?  I'm an administrator on the 
folders.  This is a Windows Server.  I was able to upgrade my other server from 
8.1.01 to 8.1 SP2 without any problems (same server type and structure).

Any ideas?

Lisa Kemes
Remedy Consultant
Dev Technology Group
DLA Office: (717) 770-6437
Cell Phone: (717) 602-9460
lisa.ke...@devtechnology.com

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under state or federal law. If the reader of this message is not the intended 
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copying of this communication, or any of its contents, is strictly prohibited. 
If you have received this communication in error, please forward the 
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Re: Associate a Data Field with Active links

[Arner, Todd]

LJ,
When you say turn on system references, are your referring to enabling Record 
Objects Relationships in Server Information?  If you are referring to something 
else could you elaborate?

I also wanted to mention if you do turn on Record Object Relationships it 
requires a restart of the ARS service and depending on the size of your DB can 
take several hours to start as the relationships are built.

Thanks,
Todd Arner

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Thursday, December 04, 2014 11:38 AM
To: arslist@ARSLIST.ORG
Subject: Re: Associate a Data Field with Active links

**
Brian,
All workflow actually utilizes the column id, not the column name when 
referencing the field, so changing the name should not affect any workflow's 
access to the field.  With that said...if you are doing anything with the views 
(direct sql calls, etc)maybe some EXTERNAL Qualifications that use hard 
coded text that's not stored in the DB referencing the ID...that might be 
affectedbut if it's just standard 'run if, set field from/to, etc', then 
you should be good.

To answer your questionyou could turn on the System References for the 
system...or you could run a tool like ARInside that'll show you all of the 
references to a field.

On Thu, Dec 4, 2014 at 10:33 AM, Brian Hunter 
brhun...@southernco.commailto:brhun...@southernco.com wrote:
Remedy Dev 8.1 User 7.6 Active links and data fields

Is there a way I can identify all the active links associated with a Data field?

I have a form with a data field and several active links that pass that data to 
other forms. I want to change the display and database name to better suit the 
field. I don't want to change the database name and break an active link 
referencing that name.
If I can identify which active links are associated with a specific field this 
will also allow me to modify or delete necessecary fields.

thanks in advace for your help,
Brian Hunter

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_ARSlist: Where the Answers Are and have been for 20 years_

--
The information contained in this communication may be confidential, is 
intended only for the use of the recipient(s) named above, and may be protected 
under state or federal law. If the reader of this message is not the intended 
recipient, you are hereby notified that any dissemination, distribution, or 
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Re: Associate a Data Field with Active links

[Arner, Todd]

Thanks LJ!  I was hoping you had another trick I wasn’t aware of  ☺

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Thursday, December 04, 2014 1:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: Associate a Data Field with Active links

**
Todd,
Yes, 'Record Object Relationships' is what I was referring to, and yes, 
requires a restart, and it can be an extended delay restart :)

On Thu, Dec 4, 2014 at 11:58 AM, Arner, Todd 
tar...@glhec.orgmailto:tar...@glhec.org wrote:
**
LJ,
When you say turn on system references, are your referring to enabling Record 
Objects Relationships in Server Information?  If you are referring to something 
else could you elaborate?

I also wanted to mention if you do turn on Record Object Relationships it 
requires a restart of the ARS service and depending on the size of your DB can 
take several hours to start as the relationships are built.

Thanks,
Todd Arner

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of LJ 
LongWing
Sent: Thursday, December 04, 2014 11:38 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Associate a Data Field with Active links

**
Brian,
All workflow actually utilizes the column id, not the column name when 
referencing the field, so changing the name should not affect any workflow's 
access to the field.  With that said...if you are doing anything with the views 
(direct sql calls, etc)maybe some EXTERNAL Qualifications that use hard 
coded text that's not stored in the DB referencing the ID...that might be 
affectedbut if it's just standard 'run if, set field from/to, etc', then 
you should be good.

To answer your questionyou could turn on the System References for the 
system...or you could run a tool like ARInside that'll show you all of the 
references to a field.

On Thu, Dec 4, 2014 at 10:33 AM, Brian Hunter 
brhun...@southernco.commailto:brhun...@southernco.com wrote:
Remedy Dev 8.1 User 7.6 Active links and data fields

Is there a way I can identify all the active links associated with a Data field?

I have a form with a data field and several active links that pass that data to 
other forms. I want to change the display and database name to better suit the 
field. I don't want to change the database name and break an active link 
referencing that name.
If I can identify which active links are associated with a specific field this 
will also allow me to modify or delete necessecary fields.

thanks in advace for your help,
Brian Hunter

___
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www.arslist.orghttp://www.arslist.org
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The information contained in this communication may be confidential, is 
intended only for the use of the recipient(s) named above, and may be protected 
under state or federal law. If the reader of this message is not the intended 
recipient, you are hereby notified that any dissemination, distribution, or 
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If you have received this communication in error, please forward the 
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Re: Verify migrated form

[Arner, Todd]

If you're using AR Migrator, you can also look at the completion results.  Any 
errors will be listed there.

Todd Arner

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of MalviyaSaurabh
Sent: Wednesday, November 26, 2014 7:19 AM
To: arslist@ARSLIST.ORG
Subject: Verify migrated form

Hi All,
 
This is probably going to be a mundane question, but i want to know how can we 
verify whether a custom form has been migrated correctly or not.
Forms are migrated either by Developer Studio or AR Migrator from Server A to 
Server B.
I can think of few steps, please let me know if these are correct or not for 
regular/join forms.
1. Post-migration : AR Migrator tool will tell the differences if any, ideally 
this report should give no differences (barring timestamp and owner) 2. Open 
the form in user tool and search the empty form : as data is not yet migrated 
(here my understanding is if the form is not migrated correctly then we should 
get sql view related error) 3. Query the back-end for existence of T,B and H 
tables for schemaid 4. Query the back-end for existence of db (oracle) view and 
SH view
 
Is there any thing else we would have to do in order to make sure whether these 
are migrated correctly.
Please note - related workflows are not a concern here.
 
Regards,
Saurabh



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Re: Open question to BMC on troubleshooting without the WUT

[Arner, Todd]

Could you confirm the server is available by opening the server up in Dev 
Studio?  Just a thought.

Todd Arner


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Re: NOT SOLVED: PERFORM-ACTION-OPEN-URL to open internal network site

[Arner, Todd]

Great Lakes respects the privacy of its customers and business partners and 
thus has implemented solutions to protect sensitive information.  This is a 
secure message from Great Lakes that may contain sensitive information.  To 
view your secure message, open the attachment to this message.  The first time 
you receive a secure message from Great Lakes you will be required to create an 
account and password.  Subsequent secure message deliveries from Great Lakes 
will require you to authenticate prior to opening the message.  If you are 
viewing this from a mobile device, click to read your message on your mobile 
device.  The mobile link expires on  2014-11-09 14:09 CST
 
https://securemail.mygreatlakes.org/formpostdir/securereader?id=77fd57b25fabd429f89eabb0e5a876a2
 


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Title: Proofpoint Encryption
**






	

	
	
	











 
		
		
			

	
		
			


 
			

			
			

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

Secured by Proofpoint Encryption, Copyright  2009-2012 Proofpoint, Inc.  All rights reserved.

		
	

			
		

	


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Re: NOT SOLVED: PERFORM-ACTION-OPEN-URL to open internal network site

[Arner, Todd]

Sorry looks like our system wants to send my reply securely………..

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Arner, Todd
Sent: Friday, October 10, 2014 3:10 PM
To: arslist@ARSLIST.ORG
Subject: Re: NOT SOLVED: PERFORM-ACTION-OPEN-URL to open internal network site

**
[cid:image001.gif@01CFE49C.95A31DC0]

[cid:image002.gif@01CFE49C.95A31DC0]



Great Lakes respects the privacy of its customers and business partners and 
thus has implemented solutions to protect sensitive information. This is a 
secure message from Great Lakes that may contain sensitive information. To view 
your secure message, open the attachment to this message. The first time you 
receive a secure message from Great Lakes you will be required to create an 
account and password. Subsequent secure message deliveries from Great Lakes 
will require you to authenticate prior to opening the message.

If you are viewing this from a mobile device, click

herehttps://securemail.mygreatlakes.org/formpostdir/securereader?id=77fd57b25fabd429f89eabb0e5a876a2
 to read your message on your mobile device. The mobile link expires on 
2014-11-09 14:09 CST

More Infohttps://securemail.mygreatlakes.org/securereader/help.jsf?lang=enus

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

For questions about your student loans, contact us at (800) 236-4300. For 
technical questions about this secure email, call (866) 227-8928.



Secured by Proofpoint Encryption, Copyright © 2009-2012 Proofpoint, Inc. All 
rights reserved.




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The information contained in this communication may be confidential, is 
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Re: NOT SOLVED: PERFORM-ACTION-OPEN-URL to open internal network site

[Arner, Todd]

--_000_B97DB6A54B0A7A4DBB08CE6A2181A8BC465C3EE7GLSXDBMAD1Pgldn_
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Re: Remedy Mid-Tier 8.1.02 Running in Compatibility Mode

[Arner, Todd]

I am also working with our support on this issue.  They suggested changing an 
entry in the config.properties file from true to false.  I forget which setting 
it was.  It did remove the warning banner but then pages started to not display 
correctly.  We were getting ARERR [9506] Unable to display form errors.  Bottom 
line we decided to back out of the upgrade and wait until we move to IE 11 
early next year.



Thanks for your input.



Todd


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kevin Eldridge
Sent: Wednesday, October 01, 2014 2:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Mid-Tier 8.1.02 Running in Compatibility Mode

**
Hello LJ and Todd,

I appreciate the information LJ. If he has a need to still use compatibility 
mode for “all” sites, the method of adding, Suppress-Warnings, if not already 
in the ar.cfg/conf file and adding the error number, 9429. Then, restart the AR 
Server during a maintenance window.

This will suppress the warning from appearing, yet, still allow them to use 
compatibility mode for Internet Explorer for the rest of their sites.

They also add a group policy enforcing Compatibility Mode for all sites except 
*.bmc.com and not need to touch the ar configuration file.

Thank you,

Kevin Eldridge
ITSM University, LLC

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Wednesday, October 01, 2014 11:03 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Remedy Mid-Tier 8.1.02 Running in Compatibility Mode

**
Kevin,
Service Pack 2 of 8.1 has IE 10/11 listed as now compatible...so it would seem 
that the need for Compatibility is not longer there, which is likely why the 
'error' regarding that mode is showing up in the browser.

On Wed, Oct 1, 2014 at 9:42 AM, ARSList 
arsl...@itsmuniversity.netmailto:arsl...@itsmuniversity.net wrote:
**
Hello Todd,

If you are using Internet Explorer 10 or 11, you will need to use Remedy in 
Compatibility Mode. If you do not want to receive the error message, add the 
following line to your ar.cfg or ar.conf file and restart the AR Server service 
and Mid-tier JSP engine for the changes to take effect:

Suppress-warnings: 9429

In regards to the defect for Internet Explorer 10 and 11, see one of the 
defects, SW00448512. There are other defects for the same issues with 
Compatibility Mode needed for IE 10 and 11.

If you do not run IE 9, 10, and 11 in Compatibility Mode you will see some 
strange errors and sections of Mid-tier that will not work properly.

Thank you,

Kevin Eldridge
ITSM University, LLC

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Arner, 
Todd
Sent: Tuesday, September 30, 2014 2:19 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Remedy Mid-Tier 8.1.02 Running in Compatibility Mode

**
We are working to update our current mid-tier environment to version 8.1.02.  
After updating, we are receiving the below warning when accessing any forms:

IE is running in Compatibility View.  Please remove Mid-tier URL from either 
the Compatibility View Settings or Registry location.  (ARWARN 9429)

We have a group policy set to run IE in Compatibility Mode due to several other 
internal applications that require it, so the warning is acurate. Unfortunately 
we won’t be able to turn off Compatibility View for a while.  Wondering if 
anyone else has run into this and can offer any suggestions.   Is there a way 
to disable the warning from displaying?  If so what issues are there with 
running IE in Compatibility View and accessing this version of the Mid-tier?  
Are there any other options we could look at.   I appreciate any input.

Thanks,
Todd Arner
Great Lakes


The information contained in this communication may be confidential, is 
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Remedy Mid-Tier 8.1.02 Running in Compatibility Mode

[Arner, Todd]

We are working to update our current mid-tier environment to version 8.1.02.  
After updating, we are receiving the below warning when accessing any forms:

IE is running in Compatibility View.  Please remove Mid-tier URL from either 
the Compatibility View Settings or Registry location.  (ARWARN 9429)

We have a group policy set to run IE in Compatibility Mode due to several other 
internal applications that require it, so the warning is acurate. Unfortunately 
we won't be able to turn off Compatibility View for a while.  Wondering if 
anyone else has run into this and can offer any suggestions.   Is there a way 
to disable the warning from displaying?  If so what issues are there with 
running IE in Compatibility View and accessing this version of the Mid-tier?  
Are there any other options we could look at.   I appreciate any input.

Thanks,
Todd Arner
Great Lakes

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ARDBC LDAP Vendor Form Question

[Arner, Todd]

We are configuring the ARDBC LDAP to pull information from Active Directory.  
We are trying to setup a vendor form to access the data and for the most part 
this seems to be working.  We are running into one issue that I need some help 
figuring out.  We create the vendor form by selecting the ARSYS.ARDBC.LDAP 
vendor, and then select the appropriate table to see the information we want.  
In this case we are selecting the entry associated with the 
(objectclass=person).  The issue is when trying to select the attributes from 
the available columns, we only see some of the attributes.  Our question is why 
aren't all the attributes included?

This is all new to me so hopefully I'm making sense.   I appreciate any 
assistance you can provide.

Thanks,
Todd Arner

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under state or federal law. If the reader of this message is not the intended 
recipient, you are hereby notified that any dissemination, distribution, or 
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Re: ARDBC LDAP Vendor Form Question

[Arner, Todd]

Thanks LJ!  That worked.  I also have a request open with support.  I’ll let 
you know if they have any solution to show all.

Todd

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Friday, September 26, 2014 9:10 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARDBC LDAP Vendor Form Question

**
Todd,
I have experienced the same, however, I have found that as long as I know the 
attribute name I want, I can create the appropriate field, and in the vendor 
field properties for that field, I just plug in the correct 'attribute', and 
the values come across properly...

On Fri, Sep 26, 2014 at 7:55 AM, Arner, Todd 
tar...@glhec.orgmailto:tar...@glhec.org wrote:
**
We are configuring the ARDBC LDAP to pull information from Active Directory.  
We are trying to setup a vendor form to access the data and for the most part 
this seems to be working.  We are running into one issue that I need some help 
figuring out.  We create the vendor form by selecting the ARSYS.ARDBC.LDAP 
vendor, and then select the appropriate table to see the information we want.  
In this case we are selecting the entry associated with the 
(objectclass=person).  The issue is when trying to select the attributes from 
the available columns, we only see some of the attributes.  Our question is why 
aren’t all the attributes included?

This is all new to me so hopefully I’m making sense.   I appreciate any 
assistance you can provide.

Thanks,
Todd Arner


The information contained in this communication may be confidential, is 
intended only for the use of the recipient(s) named above, and may be protected 
under state or federal law. If the reader of this message is not the intended 
recipient, you are hereby notified that any dissemination, distribution, or 
copying of this communication, or any of its contents, is strictly prohibited. 
If you have received this communication in error, please forward the 
communication to no...@glhec.orgmailto:no...@glhec.org immediately and 
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Re: IT Home Page Add Applications and Sub-Categories

[Arner, Todd]

The Application list on the IT Home Page in version 8.1 works differently than 
previous versions.  I have not figured out how to add applications to it, but 
we have created entry points on the forms we want to access and they display on 
the Quick Links menu.  Not sure if that helps or not but thought I’d mention it.

[cid:image001.png@01CFC8DF.173909F0]

Todd Arner

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Thursday, September 04, 2014 10:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: IT Home Page Add Applications and Sub-Categories

**
You create an Active Link Guide and then put your AL that actually opens the 
form in that guide.  You do not need an AL that calls the AL guide like you 
would if you wanted the guide to be triggered by a button.  It is the guide 
that shows on the.

Here is an example that shows Request Console (the Application List Label) in 
the Application List on the Home Page.

[cid:image002.jpg@01CFC8DF.173909F0]

This AL guide is in the 'Sharp Request Management' deployable app so it is 
automatically placed under that heading.  It is duplicated below because I also 
have the entry point enabled on the form itself.  I removed permission from the 
guide so only my team sees the duplicate entry point (its dev and I was messing 
around).

[cid:image003.jpg@01CFC8DF.173909F0]

If you want an entry point from one app to open a form from another app (i.e. 
to change which heading it shows under) you can create an AL guide in the app 
where you want the entry point to show and have it open the form from the other 
app.

HTH,
Jason
​
​
​

On Thu, Sep 4, 2014 at 1:56 PM, Kathy Morris 
kathymorris...@aol.commailto:kathymorris...@aol.com wrote:
Yes I am following along in the 8.1 guide, however I am not seeing how you
create the link the console.
In order to create an active link to trigger the form to open, I would need
to have the link on the console.
I am not seeing how to generate the link in the documentation.  I could be
overlooking a step in the guide.
I do see how to open a form by setting an entry point on the form.


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, 
Lisa A DLA CTR INFORMATION
OPERATIONS
Sent: Thursday, September 04, 2014 4:16 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: IT Home Page Add Applications and Sub-Categories

I'm not on 8.0 but I would search for Entry Point in the documentation.  I
think it's the same.  It's an Active Link Guide that you make an entry
point.

It should be all in there.

Lisa

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Kathy 
Morris
Sent: Thursday, September 04, 2014 3:16 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: IT Home Page Add Applications and Sub-Categories

**

Hi All,



We are on AR System/ITSM 8.0
How do I add an application to the IT Home Page.

Not sure how to add it on the panel.

I usually use the defaults Incident Management, AR System Administration,
Change Management, Atrium Core, etc  however we need to add new
categories and sub-categories.



Thanks

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Re: IT Home Page Add Applications and Sub-Categories

[Arner, Todd]

Ah, I think the piece I was missing is the deployable application.  None of our 
custom built apps are set up as deployable applications.  So that would explain 
why I couldn't get them to show on the first level of the menu structure.

Todd

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Friday, September 05, 2014 12:23 PM
To: arslist@ARSLIST.ORG
Subject: Re: IT Home Page Add Applications and Sub-Categories

Your form has to be a part of a deployable application.  From there you can set 
up entry points on the Access Points portion of the Application.  If you 
already have a deployable application just right click on it in developer 
studio and select Edit Application then select Access Points and handle it 
from there.  What I don't recall is if you have to first mark Enable Entry 
Point on the form Definitions, or if you do this first and it automatically 
does it for you.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris
Sent: Thursday, September 04, 2014 3:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: IT Home Page Add Applications and Sub-Categories

Yes I am following along in the 8.1 guide, however I am not seeing how you 
create the link the console. 
In order to create an active link to trigger the form to open, I would need to 
have the link on the console.
I am not seeing how to generate the link in the documentation.  I could be 
overlooking a step in the guide.
I do see how to open a form by setting an entry point on the form.


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR INFORMATION 
OPERATIONS
Sent: Thursday, September 04, 2014 4:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: IT Home Page Add Applications and Sub-Categories

I'm not on 8.0 but I would search for Entry Point in the documentation.  I 
think it's the same.  It's an Active Link Guide that you make an entry point.

It should be all in there.

Lisa

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris
Sent: Thursday, September 04, 2014 3:16 PM
To: arslist@ARSLIST.ORG
Subject: IT Home Page Add Applications and Sub-Categories

** 

Hi All,

 

We are on AR System/ITSM 8.0
How do I add an application to the IT Home Page.   

Not sure how to add it on the panel.  

I usually use the defaults Incident Management, AR System Administration, 
Change Management, Atrium Core, etc  however we need to add new categories 
and sub-categories.

 

Thanks

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Importing Data from Remedy to SharePoint Caslendar

[Arner, Todd]

I have a general question on importing data from a Remedy form into a 
SharePoint Calendar.  We have a custom built form in Remedy that we use to list 
the implementation schedule.  We are looking to export this date out of Remedy 
and into a SharePoint Calendar.  Has anyone done this?  Is there a product we 
can purchase to do this or is it something we need to build in house.  Any 
insight is greatly appreciated.  I'm not sure where to go with this one.

Thanks,
Todd Arner
Great Lakes

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Re: Changing servers

[Arner, Todd]

Richard,
You may want to use the string search in Dev Studio and search your current 
workflow for any workflow that references the current server names.  We found 
several pieces of workflow that had the server name hard coded in it.  When we 
moved our DB over to a new server with new name we also needed to review the 
below items and make updates as necessary.  Not knowing your environment some 
of these may not apply to you.

Update CAI Application Registry Server References
Delete AR System Searches Preference Records
Update Report References
Update Report Creator References
Update SRM Application Setting
Update Survey URL (SYS:Attachments) References
Update UDM:Config Settings
Update UDM:ARAppPassword Settings
Update UDM:Repository Database Settings
Delete AIE:BackUpLoadFlag Records
Update the AIE Data Exchanges Instance and SqlServer DB References
Update the AIE DataBase Field Menu Configuration SqlServer DB Reference
Update the SLM:ConfigPreference Mid-Tier Reference
Update the Default Web Path Setting for Application Servers
Update SRM Advanced Interface Form References
Update Help File References
Update AST AR Server Connection References


Hope that's helpful.
Todd Arner
Great Lakes

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of richard@bwc.state.oh.us
Sent: Wednesday, August 13, 2014 11:59 AM
To: arslist@ARSLIST.ORG
Subject: Re: Changing servers

**
Thanks - I'll check into that. Thanks for the heads up!

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Wallace, Kelvin
Sent: Wednesday, August 13, 2014 11:34 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Changing servers

**
Hi Richard,

You did not mention it, but there should be a license key issue for the AR 
System server (unless something has changed in the newer versions).

Kelvin

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of 
richard@bwc.state.oh.usmailto:richard@bwc.state.oh.us
Sent: Wednesday, August 13, 2014 10:21 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Changing servers

**
It looks like our system admins need to move the arserver and our midtiers to  
servers with different names.
What/where will we have to change server names to hopefully make it happen 
easily? Hopefully it would
be just config file changes, but  Any help or guidance would be really 
appreciated. Thanks.
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this message.
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Re: Using the Web Report Scheduler without ITSM installed

[Arner, Todd]

Hi John,
You can certainly use the scheduler against a custom form, we have several 
configured.  However, we also have  the ITSM suite installed so I am not sure 
if that makes a difference.  Also wanted to make sure you are aware that you 
can only publish and schedule web type reports.  You cannot schedule or publish 
AR System type reports.

Todd Arner
Great Lakes

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J
Sent: Wednesday, July 30, 2014 9:26 AM
To: arslist@ARSLIST.ORG
Subject: Using the Web Report Scheduler without ITSM installed

**
Hello Listers,

We have successfully, finally moved to
MS SQL 2008
ARS 8.1.00
Windows Server 2008 R2 Standard

We are a non-ITSM setup so I think that may be the problem.
Is there a configuration setting or Form to enable using the Report publishing 
and Scheduling.
I saw Jason Miller's write up about allowing non-admin users the capability but 
I just want to be able to set up a few daily/Weekly reports to get emailed to a 
few folks.
I had a runmacro process to do this in the past but have not been able to get 
it working on the new system.

So, can I use the Web Report Scheduler on a home grown form in a barebones 
ARServer setup?

Thank you,
---
John J. Reiser
Remedy Developer/Administrator
Senior Software Development Analyst
Lockheed Martin - MS2
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. - paraphrased by me



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Re: custom notification to grp

[Arner, Todd]

I would use a filter notify action to create the notification.  In the User 
field on the filter notification action enter the group name as it appears in 
the Group form.  This will send the notification to everyone in the group.  
Hope that helps.

Todd Arner

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of S Test
Sent: Monday, July 07, 2014 5:29 PM
To: arslist@ARSLIST.ORG
Subject: custom notification to grp

Hi

I need to design custom notification to all the people in the new grp. The 
ticket won't be assigned to this grp but the grp will be in support grp form. 
What is best way to do this?  Can I use Notify action from filter but how will 
it pull all the individuals in the grp?


Thanks  

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Use of Modulus in Queries

[Arner, Todd]

Hello Everyone,
In the past, we have used the modulus to run queries to see all Incidents that 
were created during a specific timeframe, for instance any incident created 
between 7:00 and 9:00 PM.  Below is the query we used:

(('Create Date'-01/01/1970)%86400)  68400 AND (('Create 
Date'-01/01/1970)%86400)  75600

We haven't had the need to do this for several years and are now trying to run 
it again.  I know this worked in version 6.3, we have since upgraded and are 
now at  version 8.1.  Does anyone know if this is still a supported function?  
When I try to run the query I get the following error:

Unexpected character at this location in the query line :
at position 16. (ARERR 1581)

Any help you can provide is appreciated.

Thanks,
Todd Arner
Great Lakes

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Re: Use of Modulus in Queries

[Arner, Todd]

Thanks everyone for your input.  I guess I need to go have my bifocals checked. 
 I didn't see the extra space in my original query.

Todd

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Thursday, June 05, 2014 2:00 PM
To: arslist@ARSLIST.ORG
Subject: Re: Use of Modulus in Queries

**
So if I combine everyone's queries, I can use something like this to generate a 
list of all Incidents created outside of normal business hours in the month of 
May.  That's really cool.

(('Submit Date'= 05/01/2014) AND ('Submit Date' 06/01/2014)) AND 
(('Submit Date' - 1/1/70) % 86400) = 17 * 3600) AND ((('Submit Date' - 
1/1/70 ) % 86400) = 24 * 3600))) OR ('Submit Date' - 1/1/70) % 86400) 
= 0) AND ((('Submit Date' - 1/1/70 ) % 86400) = 6 * 3600))) OR 'Submit 
Date'- 01/01/70) % (7*86400)) = (2*86400)) AND ((('Submit Date'- 01/01/70) 
% (7*86400))  ((4*86400)

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra
Sent: Thursday, June 05, 2014 1:03 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Use of Modulus in Queries

**
Try this one, starts after hours Incidents at 1800:

(('Submit Date'= 05/01/2014) AND ('Submit Date' 06/01/2014)) AND 
(('Submit Date' - 1/1/70) % 86400) = 17 * 3600) AND ((('Submit Date' - 
1/1/70 ) % 86400) = 24 * 3600

Change the month/day in (('Submit Date'= 05/01/2014) AND ('Submit Date' 
06/01/2014)) to get different results.

Thank you,

Sandra Hennigan
Remedy Developer


list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Arner, Todd
Sent: Thursday, June 5, 2014 11:31 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Use of Modulus in Queries

**
Hello Everyone,
In the past, we have used the modulus to run queries to see all Incidents that 
were created during a specific timeframe, for instance any incident created 
between 7:00 and 9:00 PM.  Below is the query we used:

(('Create Date'-01/01/1970)%86400)  68400 AND (('Create 
Date'-01/01/1970)%86400)  75600

We haven't had the need to do this for several years and are now trying to run 
it again.  I know this worked in version 6.3, we have since upgraded and are 
now at  version 8.1.  Does anyone know if this is still a supported function?  
When I try to run the query I get the following error:

Unexpected character at this location in the query line :
at position 16. (ARERR 1581)

Any help you can provide is appreciated.

Thanks,
Todd Arner
Great Lakes

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Re: Email Notification with HTML format.

[Arner, Todd]

Hi Suresh,
In the HTML template you need to encapsulate the fields with #$$Field.Name$$#.  
I also needed to set the field permissions on the form  to public on the fields 
included in the template.  In addition, I needed to add the fields in the 
template to the Fields Section on the notify filter.  Change the drop-down to 
Selected and then click on the add button to add the fields that will display 
in the template.  This is what worked for me.

Hope that helps!
Todd Arner


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of ersureshbe
Sent: Thursday, May 29, 2014 8:32 AM
To: arslist@ARSLIST.ORG
Subject: Email Notification with HTML format.

Hi Team,

I have created an filter to trigger an email notification for Assigned Group 
change. Used only Notify action and not used Sys:Notification Message
form. In that Notify action text field i mentioned the email notes. It's 
working fine. But, we need a HTML related notification. I have tried the 
following to get HTML related email template.

1. Created a HTML Page, What i want as Email notes.

http://ars-action-request-system.1093659.n2.nabble.com/file/n7596877/Email_Notification.bmp
 

2. Added into ARSystem Email Template form.

3. Called this template name into created Filter.

4. Triggering an email template but not contain exact value of the field.
Please refer above screen shot. Instaed of $Value$ needs to show exact value of 
that field.

Can you please help to fix this requirement.

Regards,

Suresh Loganathan.



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Filter Push to View Form

[Arner, Todd]

We are having an issue with some custom workflow.  We have a Remedy form that 
holds data related to employee terminations.  When an employee is terminated we 
use a filter push action (See below for sample of data being pushed) to send 
data to a Remedy view form in SQL.   Next, there is a separate external process 
that pickups the data from the SQL table and creates a .txt file containing the 
data.  We have been using this process for a couple of years without an issue. 
This past weekend we had to make a change to the data being sent.  After 
updating the filter, we are seeing issues with how the line feed is being sent 
to the sql table.  Prior to changing the filter the line feeds were being sent 
as Carriage Return Line Feeds (CRLF) and after the change they are being sent 
as line feed (LF).  This is causing an issue because the .txt file that is 
created no longer returns the data with returns but rather sends it as a line 
of text.

If we restore the old original filter (created on version 7.5), it works 
correctly, but as soon as we make any update to that filter (using version 
8.1), it starts sending as the data as LF instead of CRLF.  To make things more 
confusing, if I pull the filter push action data into notepad++ it indicates 
that there are CRLF at the end of each line on both the original and updated 
filters.  So, I would expect that the SQL table would also include CRLF but it 
does not on the updated filter.

Is anyone else seeing anything like this or know if a solution?

Below is the value of the data being pushed to the SQL table that comes through 
with LF instead of CRLF:

Employee Last Name:   + $RecLastName$) + 
Employee First Name:  ) + $RecFirstName$) + 
eQIP Number:  ) + $IR #$) + 
Date of Hire:  ) + $Hire Date$) + 
Contract ID:  ) + $Contract Number$) + 
System Access:  ) + $System Access$) + 
Term Date:  ) + $Termination Date$


We are running ARS 8.1 on windows server with MS SQL 2008

Thanks,
Todd Arner

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Filter Guide with Filter to Push Data to New Form

[Arner, Todd]

I am hoping someone can point me in the right direction.  I have set up a 
filter guide on a form to generate approval records in a separate form.  
Basically user submits form A.  Form A includes a table with a list of user IDs 
to generate an approval request for.  When form A is moved to a status of 
Request Approval, there is a filter that fires and calls the guide. The filter 
guide has one attached filter that does a push action to generate the approval 
requests.  The problem I am running into is that the approval requests that are 
generated are all assigned to the last user ID listed in the table.   The 
filter guide is generating the correct number of  approval requests but all are 
assigned to the last user ID in the table rather than one for each user ID 
listed.  FYI these are all custom forms and workflow.

What am I missing?  Why is it only inserting the last user ID rather than one 
for each user ID in the table?  Any insight is greatly appreciated.

ARS 8.1
ITSM 8.1

Thanks,
Todd Arner


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Re: Filter Guide with Filter to Push Data to New Form

[Arner, Todd]

Thanks LJ!  That is exactly what I thought it was but I had the wrong 
characters on the end of my filter.  I was thinking it should be ~! Instead of 
`!.  That's what I get for trying to go off my memory instead of looking it up. 
:)

Thanks Again!

Todd

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Friday, March 07, 2014 12:21 PM
To: arslist@ARSLIST.ORG
Subject: Re: Filter Guide with Filter to Push Data to New Form

**
Todd,
What you are missing is called 'Phasing'.  The push action happens in Phase 2, 
but the loop is happening in phase 1.  What this means is that you are 
generating X number of pushes, but the pushes aren't occurring at the same time 
that the guide is looping through the records, and by the time the records are 
pushed, the only record selected is the last one, thus the output that you are 
seeing.  So, to correct this, the filter that's doing the push needs to bypass 
phasing.  This is done by changing the name of the filter and put a backtick 
and an exclamation on the end.  this looks like `!.  The backtick is the one to 
the left of the 1 on your keyboard.  When you rename the filter and put the `! 
at the end, you will see that your pushes happen inline with the loop, and your 
results will include what you want.

On Fri, Mar 7, 2014 at 11:16 AM, Arner, Todd 
tar...@glhec.orgmailto:tar...@glhec.org wrote:
**
I am hoping someone can point me in the right direction.  I have set up a 
filter guide on a form to generate approval records in a separate form.  
Basically user submits form A.  Form A includes a table with a list of user IDs 
to generate an approval request for.  When form A is moved to a status of 
Request Approval, there is a filter that fires and calls the guide. The filter 
guide has one attached filter that does a push action to generate the approval 
requests.  The problem I am running into is that the approval requests that are 
generated are all assigned to the last user ID listed in the table.   The 
filter guide is generating the correct number of  approval requests but all are 
assigned to the last user ID in the table rather than one for each user ID 
listed.  FYI these are all custom forms and workflow.

What am I missing?  Why is it only inserting the last user ID rather than one 
for each user ID in the table?  Any insight is greatly appreciated.

ARS 8.1
ITSM 8.1

Thanks,
Todd Arner



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Kelverion Integration Pack for BMR Remedy ARS

[Arner, Todd]

We are currently looking at a product to integrate our Remedy environment with 
Microsoft System Center 2012 Orchestrator.  Right now we are starting to 
evaluate the Integration Pack from Kelverion.  I am just wondering if anyone 
else is using this product?  If you are using it  and have anything you'd like 
to share (good, bad, or indifferent), I'd appreciate your feedback..

Thanks,
Todd Arner
Great Lakes

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Re: Field is there... but not there

[Arner, Todd]

Sounds like your DB entry mode on the field on form B is set to Display.  It 
needs to be Required or Optional in order to save the data.  Look at the 
Database properties for the field in Dev Studio.

Todd Arner

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Wallace, Kelvin
Sent: Thursday, December 05, 2013 8:35 AM
To: arslist@ARSLIST.ORG
Subject: Field is there... but not there

**
Totally customized forms:

Form A (display only) gathers info which is pushed to Form B.  One field (an 
optional field) never gets populated in the push.

I can go to Form B and enter data in the field and save.  The data is still 
there in the field after the save.  If I refresh the form, the data is gone.

So, I go out to Oracle and do a desc, and the field is not there.  I tried 
moving that field and saving the form, but the column still does not show.

Solaris 10
Oracle 10g (10.2.0)

Next step?  I was thinking of deleting the field and recreating - but I was 
wondering if someone else had experienced this issue.


Kelvin R. Wallace
Data Processing Manager
Office of Agriculture Technology Services
Florida Department of Agriculture and Consumer Services

(850) 245-1067 - Office
(850) 245-1075 - Fax
kelvin.wall...@freshfromflorida.commailto:kelvin.wall...@freshfromflorida.com

The Mayo Building
407 South Calhoun Street
Room B-11, Mail Stop M-3
Tallahassee FL  32399-0800

www.FreshFromFlorida.comhttp://www.freshfromflorida.com/

Please note that Florida has a broad public records law (Chapter 119, Florida 
Statutes). Most written communications to or from state employees are public 
records obtainable by the public upon request. E-mails sent to me at this 
e-mail address may be considered public and will only be withheld from 
disclosure if deemed confidential pursuant to the laws of the State of Florida.

_ARSlist: Where the Answers Are and have been for 20 years_

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Re: Controlling the Flushing action of the Mid-Tier Cache

[Arner, Todd]

On our 8.1 box, the Sync Cache button has always been greyed out and not 
available.  Is that normal? Or am I missing something.

Thanks,
Todd Arner

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Thursday, October 10, 2013 10:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: Controlling the Flushing action of the Mid-Tier Cache

**
What version are you using?  I think sync cache has matured a bit since it was 
first introduced.  On 8.0 I am constantly using it to see form and AL updates.

One trick is you need to either clear your browser cache or force a cache 
refresh by using CTRL + F5.  Also in the past I have noticed some issues where 
changed objects being displayed via an inline panel are not easily refreshed.  
In that case I keep the form itself open in a tab and force the cache refresh 
on the form itself before trying it inline.

Jason

On Thu, Oct 10, 2013 at 5:13 AM, Kemes, Lisa A DLA CTR INFORMATION OPERATIONS 
lisa.kemes@dla.milmailto:lisa.kemes@dla.mil wrote:
I agree, I tried using the Sync Cache feature and it's good for forms
and fields, but not for workflow.  I waited and waited for my workflow
(active links) to refresh and after about 20 minutes, I just flushed the
entire cache and only then did I see my new workflow kick off.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Joe 
D'Souza
Sent: Wednesday, October 09, 2013 6:04 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: RFE: Controlling the Flushing action of the Mid-Tier Cache

**

Currently the flushing action of the Mid-Tier Cache is limited to either
flushing the entire cache (HUGE performance hit) or using the new Sync
Cache feature (relatively less of a performance hit).



It would be nice if there was another layer of control over what a
developer or a Mid-Tier administrator would have liked to flush. And
that is the ability to flush an individual object - Just the Form, or
just one Active Link, or just one Form Menu, etc. or a selected list of
these.



The Sync Cache feature already having been built, whose functionality I
was a little confused over because it still takes a ton of time to
happen, I would not think going one layer deeper would be that much more
difficult, and flush just selected objects.



This could be implemented both on the Mid-Tier configuration application



OR



Even better on the Developer Studio itself. The Developer Studio can
already store information of various Mid-Tier servers associated with
various AR Servers from various environments such as Development, Test,
QA, Staging, Production etc. in its Mid-Tier servers Information. It
already has the ability to view a form through a browser utility. In
version 8 it has even gone a step further to model permissions you want
to view the form with. Below is a screen shot of a limited version of
this functionality in 7.6.04..







It would be nice to be able to right click on a newly created menu, and
perform a Cache on Selected Mid-Tier Server and offer the developer a
choice of valid servers associated with that environment that he would
like to flush the cache without leaving the Developer Studio and choose
single objects or a finite list of objects to flush instead of having
the Sync cache flush all the recently developed objects, which may not
be what he wants to do.



In my opinion this would be less time consuming that even the Sync
feature, and will give the developer a better control on what they are
ready to publish as finished code to the user.



I would like to know what you'll think of this one too.



I have yet another couple of ideas I spoke to engineering about that I
was asked to post on here so it could be run by the community.



Please visit the community area to vote on this one
https://communities.bmc.com/ideas/3588  if you like it at
https://communities.bmc.com/ideas/3588.



Cheers



Joe D'Souza



_ARSlist: Where the Answers Are and have been for 20 years_

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system. If 

Re: Controlling the Flushing action of the Mid-Tier Cache

[Arner, Todd]

Ah that may be why.  We do have preload turned on

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Thursday, October 10, 2013 2:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: Controlling the Flushing action of the Mid-Tier Cache

**
I have seen it...  On the environments where we have Preload turned on.

On Thu, Oct 10, 2013 at 11:47 AM, Joe D'Souza 
jdso...@shyle.netmailto:jdso...@shyle.net wrote:
**

I have always seen a progress bar after hitting Sync Cache - I'll take a screen 
shot next time I have to use it if I remember to and send it to you offline.



Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Jason 
Miller
Sent: Thursday, October 10, 2013 2:40 PM

To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Controlling the Flushing action of the Mid-Tier Cache

**
Ah.  So I see a bit of difference in our configurations.  Since this is Dev we 
do not have Preload on.  I don't see a status bar when I press Sync Cache.  If 
there were a status bar maybe it would take that long?  I just know by the time 
I check the change in a browser the change is active.

On Thu, Oct 10, 2013 at 10:59 AM, Joe D'Souza 
jdso...@shyle.netmailto:jdso...@shyle.net wrote:
**
Wow that's quick on 8 then. I'm quite certain its not that quick on 7.6.04. 
Sometimes that progress bar moves a percentage every 3 or 4 or 5 seconds 
resulting in it getting completed in anywhere between 5 to 10 minutes.

This is probably cause often I'm not the only developer on board and it caches 
things that others have done too.

My hypotheses without really going through a SQL logging process is that it 
probably takes quite some time for it to find the objects it needs to cache.

Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Jason 
Miller
Sent: Thursday, October 10, 2013 1:25 PM

To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Controlling the Flushing action of the Mid-Tier Cache

**
I am not arguing the merits of the being able cache a single object or maybe 
better yet a group of selected objects.  My experience with Sync Cache is it is 
a sub 30 second process on AR 8.0 / MT 8.1.  In the last few days I have 
repeatedly changed a form or AL, let it finish saving (AR server cache mode is 
a factor here since the server cache needs to reflect the object has changed), 
hit Sync Cache in IE, CTRL + F5 the form in Firefox.  I allow minimal time 
between those steps.

Jason

On Thu, Oct 10, 2013 at 10:13 AM, Joe D'Souza 
jdso...@shyle.netmailto:jdso...@shyle.net wrote:
Actually I have seen that behavior too on 7.6.04 Patch 004 where I noticed
the time it takes to flush the entire cache is not that significantly more
than using the Sync Cache.

My reasoning why that must be as it is, is that it still takes the system a
little bit of time to figure out what has changed. Sure the searches for
this might be optimized, but it's still a search to identify what needs to
be flushed. Even if the search takes only a minute, its still a minute more.

I'm guessing it takes a little more than a minute to identify what's
changed. On an average I have noticed that a Sync Cache operation takes
anywhere around 5 minutes or upwards.

The benefit of telling the Mid-Tier what to cache upfront, eliminates the
need for the Mid-Tier to search what it needs to cache.

PLUS while stuff is still being developed, there's a chance you do not want
to cache everything you just developed as you are still RD'ing it. So as a
developer if I want to cache just a single object or a selected list of
objects but not the rest that are newly created, I think it would be a huge
win if I could have that.

I think the Flush Cache and / or the Sync Cache operations are more ideal
for end of development cycles or end of day operations. Not middle of the
day when you have a team of developers who didn't want the MT cache flushed
waiting on it to finish its work. The single object flush idea would be
ideal for middle of the day use where you do not impact other users or
developers..

Cheers

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, 
Lisa A DLA CTR INFORMATION
OPERATIONS
Sent: Thursday, October 10, 2013 12:58 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Controlling the Flushing action of the Mid-Tier Cache

We are on 7.6.04 sp2.  I'll keep playing with it and see if I can get it
to work for me.  I'll try clearing the browser cache, etc.

Lisa

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Jason 
Miller
Sent: Thursday, October 10, 2013 11:41 AM
To: 

Re: Controlling the Flushing action of the Mid-Tier Cache

[Arner, Todd]

Yep, that did it.  You need to have perform check checked and then the Sync 
Cache is enabled.  Thanks, Jason.

Todd

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Thursday, October 10, 2013 2:10 PM
To: arslist@ARSLIST.ORG
Subject: Re: Controlling the Flushing action of the Mid-Tier Cache

**
Actually I think it is more related to Perform Check.  I have the Sync Cache 
option in environments where we have Preload on and off.  If I uncheck Perform 
Check and save the Sync Cache button turns grey.

On Thu, Oct 10, 2013 at 12:04 PM, Arner, Todd 
tar...@glhec.orgmailto:tar...@glhec.org wrote:
**
Ah that may be why.  We do have preload turned on

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Jason 
Miller
Sent: Thursday, October 10, 2013 2:01 PM

To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Controlling the Flushing action of the Mid-Tier Cache

**
I have seen it...  On the environments where we have Preload turned on.

On Thu, Oct 10, 2013 at 11:47 AM, Joe D'Souza 
jdso...@shyle.netmailto:jdso...@shyle.net wrote:
**

I have always seen a progress bar after hitting Sync Cache - I'll take a screen 
shot next time I have to use it if I remember to and send it to you offline.



Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Jason 
Miller
Sent: Thursday, October 10, 2013 2:40 PM

To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Controlling the Flushing action of the Mid-Tier Cache

**
Ah.  So I see a bit of difference in our configurations.  Since this is Dev we 
do not have Preload on.  I don't see a status bar when I press Sync Cache.  If 
there were a status bar maybe it would take that long?  I just know by the time 
I check the change in a browser the change is active.

On Thu, Oct 10, 2013 at 10:59 AM, Joe D'Souza 
jdso...@shyle.netmailto:jdso...@shyle.net wrote:
**
Wow that's quick on 8 then. I'm quite certain its not that quick on 7.6.04. 
Sometimes that progress bar moves a percentage every 3 or 4 or 5 seconds 
resulting in it getting completed in anywhere between 5 to 10 minutes.

This is probably cause often I'm not the only developer on board and it caches 
things that others have done too.

My hypotheses without really going through a SQL logging process is that it 
probably takes quite some time for it to find the objects it needs to cache.

Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Jason 
Miller
Sent: Thursday, October 10, 2013 1:25 PM

To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Controlling the Flushing action of the Mid-Tier Cache

**
I am not arguing the merits of the being able cache a single object or maybe 
better yet a group of selected objects.  My experience with Sync Cache is it is 
a sub 30 second process on AR 8.0 / MT 8.1.  In the last few days I have 
repeatedly changed a form or AL, let it finish saving (AR server cache mode is 
a factor here since the server cache needs to reflect the object has changed), 
hit Sync Cache in IE, CTRL + F5 the form in Firefox.  I allow minimal time 
between those steps.

Jason

On Thu, Oct 10, 2013 at 10:13 AM, Joe D'Souza 
jdso...@shyle.netmailto:jdso...@shyle.net wrote:
Actually I have seen that behavior too on 7.6.04 Patch 004 where I noticed
the time it takes to flush the entire cache is not that significantly more
than using the Sync Cache.

My reasoning why that must be as it is, is that it still takes the system a
little bit of time to figure out what has changed. Sure the searches for
this might be optimized, but it's still a search to identify what needs to
be flushed. Even if the search takes only a minute, its still a minute more.

I'm guessing it takes a little more than a minute to identify what's
changed. On an average I have noticed that a Sync Cache operation takes
anywhere around 5 minutes or upwards.

The benefit of telling the Mid-Tier what to cache upfront, eliminates the
need for the Mid-Tier to search what it needs to cache.

PLUS while stuff is still being developed, there's a chance you do not want
to cache everything you just developed as you are still RD'ing it. So as a
developer if I want to cache just a single object or a selected list of
objects but not the rest that are newly created, I think it would be a huge
win if I could have that.

I think the Flush Cache and / or the Sync Cache operations are more ideal
for end of development cycles or end of day operations. Not middle of the
day when you have a team of developers who didn't want the MT cache flushed
waiting on it to finish its work. The single object flush idea would be
ideal for middle of the day use where you do not impact other users

Re: Filter not working anymore

[Arner, Todd]

To update your custom forms and workflow in Best practice mode, you will need 
to convert them to a Custom customization type.  My guess is your custom forms 
and workflow are all set to Unmodified right now.  To convert them to custom, 
right click on the form or workflow in the object list and select convert to 
custom.  Then you will be able to update in Best practice mode.  I'm not 
certain this will work for you with a mixed version of 8.1 developer and 7.6.4 
server.  This is what I had to do but we have both 8.1 server and developer 
studio.  Hope that helps some.

Todd Arner

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ron Young
Sent: Wednesday, September 25, 2013 7:58 AM
To: arslist@ARSLIST.ORG
Subject: Filter not working anymore

User interface 7.6, Developer 8.1

I created an active link on a form (in Base mode) that would require a ticket 
number to be inserted from the user if it were a certain type of ticket. Then 
when that ticket was closed I had a filter that would notify a specific group 
that the ticket was closed or reassigned. It worked at one time and now it does 
not. Nothing has really been changed. Don't know what the issue may be...any 
help?

Also, before I took over doing the Remedy admin/dev stuff here at work there 
were numerous forms with objects already created under 7.6 I believe it was. 
Now the only way I can add another field is to do it under Base mode because if 
I am in Best mode the selections to add a field are all greyed out. What can I 
do to be able to add it in Best Mode as I would like to work just in Best mode 
because from what I have learned if I do anything in Base mode it may not be 
saved after a system update or flush. Help!?

Ron

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Re: outside the BMC reserved range

[Arner, Todd]

Title: Proofpoint Encryption
**




	
		
			

	
		
			

 
			
			
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			  More Info
			 Disclaimer:The information contained in this communication may be confidential, is intended only for the use of the recipient(s) named above, and may be legally privileged.  If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, or copying of this communication, or any of its contents, is strictly prohibited.  If you have received this communication in error, please notify the sender immediately and destroy or delete the original message and any copy of it from your computer system.For questions about your student loans, contact us at (800) 236-4300. For technical questions about this secure email, call (866) 227-8928.
			
			Secured by Proofpoint Encryption, Copyright  2009-2012 Proofpoint, Inc.  All rights reserved.
		
	

			
		
	


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Title: Proofpoint Encryption
**






	

	
	
	




 
		
		
			

	
		
			


 
			

			
			

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

Secured by Proofpoint Encryption, Copyright  2009-2012 Proofpoint, Inc.  All rights reserved.

		
	

			
		

	


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Re: outside the BMC reserved range

[Arner, Todd]

Sorry about that.  Our system seen the field IDs and thought I was trying to 
send out an ssn so it encrypted it.

My comment was that in version 8.1 it warns you whenever you save a new field 
with an ID outside the reserved range.  Previous version worked the opposite 
and warned when trying to save an ID within the reserve range.  It drives me 
crazy… ;)

Todd Arner
Great Lakes

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of richard@bwc.state.oh.us
Sent: Wednesday, September 18, 2013 2:43 PM
To: arslist@ARSLIST.ORG
Subject: Re: outside the BMC reserved range

**
??? This is encrypted…


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The information contained in this communication may be confidential, is 
intended only for the use of the recipient(s) named above, and may be legally 
privileged. If the reader of this message is not the intended recipient, you 
are hereby notified that any dissemination, distribution, or copying of this 
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Re: outside the BMC reserved range

[Arner, Todd]

I should add that’s if you are in base development mode that you get the 
warning.  You don’t get it if you are in Best Practice Customization mode.

Todd

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Arner, Todd
Sent: Wednesday, September 18, 2013 2:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: outside the BMC reserved range

**
Sorry about that.  Our system seen the field IDs and thought I was trying to 
send out an ssn so it encrypted it.

My comment was that in version 8.1 it warns you whenever you save a new field 
with an ID outside the reserved range.  Previous version worked the opposite 
and warned when trying to save an ID within the reserve range.  It drives me 
crazy… ;)

Todd Arner
Great Lakes

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of 
richard@bwc.state.oh.usmailto:richard@bwc.state.oh.us
Sent: Wednesday, September 18, 2013 2:43 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: outside the BMC reserved range

**
??? This is encrypted…


The information contained in this communication may be confidential, is 
intended only for the use of the recipient(s) named above, and may be legally 
privileged. If the reader of this message is not the intended recipient, you 
are hereby notified that any dissemination, distribution, or copying of this 
communication, or any of its contents, is strictly prohibited. If you have 
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Re: require numerical values

[Arner, Todd]

Another option would be to set the pattern in the field property attributes to 
[0-9][0-9][0-9][0-9][0-9][0-9].  If anything other than 6 numbers is entered 
the user will get an error indicating the pattern does not match and they will 
not be able to save the record.  One downside to this is that the error can be 
confusing to the end user.

Todd Arner
Great Lakes

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Young, Ronald P.
Sent: Thursday, August 29, 2013 8:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: require numerical values

**
I am not sure if I confused you guys or if I got confused by reading the 
replies...:). I got it set to 6 characters by changing that in the database 
properties for that field. I want it to be numbers instead of letters only.


Mark, from what yours looks like...it looks like that just sets the character 
length to 6...it could be letters or numbers

LJ, looks like this would work but not sure what you're referring to as 
AL...I do know how to go into filters...

I have attached a screen capture ...hope it helps you understand more.

Thanks,
Ron Young

Courage is not the absence of fear, but rather the judgement that something 
else is more important than fear. (James Hollingworth)

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Thursday, August 29, 2013 8:26 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: require numerical values

**
Ron

You could also try a set field LENGTHC(ButtonFIeld) and then an error message 
If the number is not equal to 6.

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj
Sent: Thursday, August 29, 2013 9:18 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: require numerical values

**
Ron,
If you want a character field to be exactly 6 numerical values, and to throw an 
error if it's not, then you can use this run-if in an AL/Filter

NOT 'Field' = [0-9][0-9][0-9][0-9][0-9][0-9]

and have that workflow throw an error.

On Thu, Aug 29, 2013 at 7:14 AM, Ron Young 
rpyo...@southernco.commailto:rpyo...@southernco.com wrote:
OK...I have a form that has a field that is required if a button is selected. 
The thing is it requires 6 characters to be entered. How can I set that to only 
allow numerical characters (a ticket number) vs N/A. The N/A has been used 
recently and that will only throw off my reports so again how do I change that 
to be just numerical characters where employees can not enter N/A.

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Is Internet Explorer 10 compatible with Version 8

[Arner, Todd]

Can anyone confirm whether or not IE10 works with version 8?  Has anyone been 
able to get IE10 to work with version 7.5?  We have not had luck with using 
IE10 with version 7.5 and I am wondering if an upgrade will resolve the issues.

Thanks,
Todd Arner
Great Lakes

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JOB: Remedy Developer/Administrator

[Arner, Todd]

We have an opening at our company for a new full time Remedy 
Developer/Administrator.  Our headquarter office is located in Madison, WI and 
there is also the possibility to work from one of our remote offices in Eau 
Claire, WI, Rocky Hill, CT, or Aberdeen, SD.   If you are interested in this 
job opening, visit the About Us section of our website at 
http://www.mygreatlakes.org and then click Careers. Select the option to apply 
online, create your profile, then fill out the application for the job opening 
you are interested in. Your information is saved and you can return later to 
apply for other available positions and upload materials including a cover 
letter, resume, or portfolio.  Feel free to contact me off list if you have any 
questions related to the position.  Below is the advertisement that has been 
posted.

Thanks,
Todd Arner
Great Lakes Educational Loan Services, Inc.


Great Lakes is looking for a highly motivated, self-starter, true team player 
with the ability to work in a collaborative environment. Strong verbal and 
written communication skills are a must. Experience with BMC Remedy Service 
Desk, Remedy Action Request System (ARS) is highly desired.

Current expertise with the installation, configuration, implementation, 
troubleshooting, supporting of the BMC Remedy Service Desk and Action Request 
System including:

Remedy Service Desk (Version 7.0 or higher
Remedy Action Request System (Version 7.0 or higher)
Remedy Web Front End (Mid-Tier)
Remedy report services
Familiar with upgrading and patching the BMC Remedy Service Desk, Remedy Action 
Request System (ARS) and the Remedy application suite

Additional Desired Skills:

Familiarity with installation, configuration, implementation, troubleshooting 
and supporting of technologies in the following areas is also desired:
SQL Server,
General Windows server 2003, 2008 knowledge
Information Technology Infrastructure Library (ITIL) Foundations v3
Active Directory authentication and relationship with Remedy Application
UNIX and Scripting Skills (Perl, Shell and/or C/C++)
Java
Web Services

Education Requirements:
B.S. in Computer Science or equivalent
Minimum of 3 years professional experience

Great Lakes Educational Loan Services, Inc. (Great Lakes) is an Equal 
Employment Opportunity / Affirmative Action employer. We invite all applicants 
to complete the Voluntary Affirmative Action questions when submitting 
application materials. The questions are found at the end of the online 
application process.

Sorry, H-1B sponsorship (initiation or transfer) is not provided/ available. 
Great Lakes is a member of the affiliated group of Great Lakes Higher Education 
Corporation companies. Great Lakes is one of the nation's largest integrated 
providers of student loan services.

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Re: Linking Attachment Pool and a Table Field

[Arner, Todd]

You should be able to do this with an active link executing on Row choice.  You 
will want to link to the attachment field and not the attachment pool.  Use a 
run process with PERFORM-ACTION-OPEN-ATTACHMENT field ID

Hope that helps,
Todd Arner
Great Lakes

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Naoufal El Hilali
Sent: Tuesday, July 31, 2012 6:55 AM
To: arslist@ARSLIST.ORG
Subject: Linking Attachment Pool and a Table Field

**
Hi All,

i would like to link a table field with an attachment pool, when selecting a 
record on the table, the attachment pool should display the attached files 
related to what I select.

I am using Remedy 7.1.00 patch 007

Thank you in advance

Naoufal El Hilali

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

[Arner, Todd]

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

Hope that helps

Todd Arner
Great Lakes


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

**
Good morning, afternoon and evening all,

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

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

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

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

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

By the way the load window never times out.

Any ideas?

Happy Friday to all and take care of your kidneys,

Howard

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

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Re: Dev Studio and purging old records

[Arner, Todd]

Larry,
In case you are not aware, you can also use the archive function to delete 
records rather than save to an archiving form.

Todd Arner
Great Lakes

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Larry Barnes
Sent: Tuesday, March 20, 2012 11:55 AM
To: arslist@ARSLIST.ORG
Subject: Dev Studio and purging old records

**
Can anyone in this group point me to good documentation on how to purge, not 
archive, old Incident/Change/problem/SRM tickets.  I have many many years worth 
of data that needs cleaning up and I'm not finding any good doc files on the 
BMC site.  I must be using a bad search string?

Thanks,

Larry B.
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Re: Unable to save preferences of tables in 7.6.04 SP2

[Arner, Todd]

I think we seen this issue but in an earlier version of ARS and it was related 
to the user not having a record in the AR System User Preference form.  Make 
sure the users have a record in the AR System User Preference form.  The table 
preferences are stored in the Edit tab.  Also make sure the user has 
permissions to write to the form.  I am thinking there may have been a 
permissions issue as well on the form.  Not sure if that’s your issue or not 
but worth taking a look.

Todd Arner
Great Lakes

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Bajwa, Ibrar
Sent: Monday, March 19, 2012 2:43 PM
To: arslist@ARSLIST.ORG
Subject: Unable to save preferences of tables in 7.6.04 SP2

**
Hello All,

We recently just went live with 7.6.04 SP2 and it seems like there’s an issue 
with being able to save table preferences on the homepage. For example, if I 
select ‘Assigned to all my groups” with respective company and ‘save’ under 
preferences, it does not save the settings for next login. Every time users 
login or come to homepage, they are having to select fields and ‘refresh’ 
table. I have tested this in multiple browsers. Nothing on support knowledge 
base either.

Has anyone else experienced this? Any thoughts or suggestion to resolve the 
issue will be appreciated. Screenshot attached.

[cid:image001.png@01CD0668.32CA0C00]



Ibrar Bajwa

Remedy Analyst



Brookfield Corporate Operations

Technology Services

1 Adelaide Street East, Suite 1400, Toronto, ON M5C 2V9

T 416.649.8249, F 416.649.8245

ibrar.ba...@brookfield.commailto:ibrar.ba...@brookfield.com



[Brookfield Logo]



View Important disclosures and information about our e-mail policies 
herehttp://www.brookfield.com/emaildisclaimer.


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Re: too many Migrator errors.

[Arner, Todd]

We had similar issues with the 7.1 version.  Also had issues with the 
migrations being extremely slow.  After we upgraded migrator to 7.5 all of our 
issues seemed to go away.  You may also want to try deleting the migrator cache 
and rebuild it.  That has solved issues we’ve seen in the past.  FYI, we did 
use the 7.5 migrator against the 7.1 server with no issues.

HTH,
Todd Arner

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Frex Popo
Sent: Thursday, March 01, 2012 9:34 AM
To: arslist@ARSLIST.ORG
Subject: too many Migrator errors.

**
Dear all,

I have been having some serious problems with migrator and would like to know 
from anyone how opted for some other product.
It’s quite unbelievable that a migration fails for one form or some other 
object, then you fix it and try and migrate the same .migration file only for 
some other object to fail... so I am looking for something which will save me 
time and too much grief.
I am still on 7.1 servers and tried various migrator versions (t.1 and above) 
but not luck
Any thought will be very much appreciated.
Many thanks
frex
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Issue when displaying attached files

[Arner, Todd]

We are running into a couple of issues when users display file attachments from 
the mid-tier.

1.   Users displaying MS Office files that have office 2010 installed on 
their workstation experience a long wait time (up to 5 minutes) before the file 
finally opens.
2.  Users displaying .txt files have issues with the text all running 
together when the file displays.

In both cases, the user is either double clicking on the attached file or 
selecting it and then clicking the Display button in the attachment pool to 
display the file.

If the user selects the file and then clicks the Save to Disk button on the 
attachment pool, followed by clicking the Open button that displays, everything 
opens as you would expect.

Has anyone else seen this type of behavior?  Anyone have a fix?

ARS 7.5 p7
Mid-tier 7.5 p7
SQL 2008
IE 8 and IE 9


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Re: Product announcement: mobile*ITSM

[Arner, Todd]

Hi Anders,
Can this work with custom built applications as well, or just ITSM apps?

Thanks,
Todd Arner
Great Lakes

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Anders Wilhelm
Sent: Friday, January 20, 2012 10:44 AM
To: arslist@ARSLIST.ORG
Subject: Product announcement: mobile*ITSM

**
Hello arslisters,
Time for some friday spam;

We are happy to announce the availability of mobile*ITSM, a low cost mobility 
solution for BMC Remedy ITSM 7.1/7.5/7.6.
We differ from other mobility products as no extra components other than 
Mid-tier and AR System are required.
Take a look at our demo movie at http://www.youtube.com/watch?v=c-5xNzVsTlA or 
http://vimeo.com/34768507
and then try the product out for free for a month.

More information at http://www.erwe.se/mobileitsm.php

/anders
---

Anders Wilhelm, CEO ERWE Konsult AB
Email:  wilh...@erwe.semailto:wilh...@erwe.se
Phone: +46 702 21 78 66

http://www.erwe.se/



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Using the READ_COMMITTED_SNAPSHOT database option on ARS Database

[Arner, Todd]

We are looking at enabling the READ_COMMITTED_SNAPSHOT database option to ON 
for AR System database per the recommendations in the Performance Tuning for 
Business Service Management white paper from BMC.  I am curious if others are 
using this option and if it caused any issues after you enabled it? Any 
information you can share on how you sized your tempDB or other helpful tips is 
greatly appreciated.

We turned the option on in our development environment and it seemed to work 
for about a week until the drive that housed the tempDB filled up and shut down 
the SQL server.  An additional 10 GB of storage was added and it filled up 
within 2 hours.

Our ARS DB is 57 GB
The tempDB had 23 GB at first and an additional 10 GB was added.  According to 
our DBA, this should be more than enough space to handle the setting.

The SQL server that houses the ARS DB also include 55 other test DB, so I am 
not convinced that Remedy is the cause of the tempDB filling up.

ARS 7.5
MSSQL 2005

Thanks,
Todd Arner
Great Lakes



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Re: Using the READ_COMMITTED_SNAPSHOT database option on ARS Database

[Arner, Todd]

Hey Joe,
The ARS and Database servers are virtual and on 2 separate servers.

Todd

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Tuesday, December 20, 2011 2:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: Using the READ_COMMITTED_SNAPSHOT database option on ARS Database

**

Hey Todd,

I am not sure how this works with 7.5, but I didn’t face any problems with this 
in 7.6.04. This setting is *required* by the installer when 
installing/upgrading to 7.6.04. I didn’t have an issue with the temp DB filling 
up.

I just thought I’ll ask – by any chance do you have the AR Server installed on 
the same physical /virtual machine as the Database server?

Joe

From: Arner, Toddmailto:tar...@glhec.org
Sent: Tuesday, December 20, 2011 12:39 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Using the READ_COMMITTED_SNAPSHOT database option on ARS Database

**
We are looking at enabling the READ_COMMITTED_SNAPSHOT database option to ON 
for AR System database per the recommendations in the Performance Tuning for 
Business Service Management white paper from BMC.  I am curious if others are 
using this option and if it caused any issues after you enabled it? Any 
information you can share on how you sized your tempDB or other helpful tips is 
greatly appreciated.

We turned the option on in our development environment and it seemed to work 
for about a week until the drive that housed the tempDB filled up and shut down 
the SQL server.  An additional 10 GB of storage was added and it filled up 
within 2 hours.

Our ARS DB is 57 GB
The tempDB had 23 GB at first and an additional 10 GB was added.  According to 
our DBA, this should be more than enough space to handle the setting.

The SQL server that houses the ARS DB also include 55 other “test” DB, so I am 
not convinced that Remedy is the cause of the tempDB filling up.

ARS 7.5
MSSQL 2005

Thanks,
Todd Arner
Great Lakes
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Re: Setting different timeout for different groups on MidTier

[Arner, Todd]

You can change the web timeout on the AR System User Preference form.  You will 
need to change the Session Timeout in Minutes setting on the Web tab for each 
user you want to change the timeout setting for.  We set ours to 600 for our 
Service Center staff.  If a user does not have a record In the AR System User 
Preference form, you can create one for them.

Hope that helps,
Todd Arner

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Oyefeso, Bola
Sent: Wednesday, November 02, 2011 12:42 PM
To: arslist@ARSLIST.ORG
Subject: Setting different timeout for different groups on MidTier

**
Hello everyone,

On 7.6.04 Midtier, I am trying to make sure the Call Center does not time out.  
Has anyone done this before?

Bola Oyefeso

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Re: Time question

[Arner, Todd]

Just a guess but I'd try removing the quotes from the field and keyword 
references

Application-Bus-Time2-Diff $TicketAssignedDate$ $DATE$ [Normal Work Week]

Todd Arner


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mayfield, Andy L.
Sent: Thursday, October 27, 2011 1:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: Time question

**
Can someone help me out with the syntax for the Application-Bus-Time2-Diff 
command?

After reading  the Configuring manual on page 341 I thought I had it right, 
but it's giving my an error at line position 49.

Application-Bus-Time2-Diff $TicketAssignedDate$ $DATE$ [Normal Work Week]

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of 
White, Michael W (Mike)
Sent: Thursday, October 27, 2011 11:39 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Time question

**
You can use built-in process Application-Bus-Time-Diff to return the number of 
seconds between two dates excluding weekends/holidays.  Need records in 
Business Time Holidays and Business Time Workdays, two forms Remedy provides 
with ARS.  Each handles multiple records - different kinds of work schedules, 
different kinds of holiday schedules (including no holidays if that's what 
you're after).

Mike White
EMail michael.wh...@verizon.commailto:michael.wh...@verizon.com
Office 813.978.2192

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of 
Mayfield, Andy L.
Sent: Thursday, October 27, 2011 12:19 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Time question

**
I'm trying to count the number of weekdays between two dates.

Is there a way to easily do this?  I've used DATEDIFF in the past, but it 
counts every day and not just the week days.

Thanks,

Andy L. Mayfield
Alabama Power Company
Protection  Control Technician Sr.
Linc # 10*19140
Cell # 205-288-9140
Office # 205-226-1805

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Re: Share point integration with bmc remedy?

[Arner, Todd]

I think it was Rapid Technologies

Todd

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of michael campbell
Sent: Wednesday, October 05, 2011 9:18 AM
To: arslist@ARSLIST.ORG
Subject: Share point integration with bmc remedy?

**
At rug 2011 there was a vendor booth that showed how they do share point 
integration,  who was the vendor?
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Re: When did someone login......

[Arner, Todd]

Andy,
you'll need to enable License Tracking option in the AR System Administration: 
Server Information form to start tracking the license usage.

Todd

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Andy Wilkerson
Sent: Wednesday, September 28, 2011 11:57 AM
To: arslist@ARSLIST.ORG
Subject: Re: When did someone login..

David, is Historical License Usage configurable. There is only a single entry 
in there?

Andy

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Re: Menu and the Clear Options

[Arner, Todd]

Hi Lisa,
I would set the run if on your first active link to 'menu field' !=
$NULL$ and keep the same if actions.  In the else actions include the
actions you perform in your lose focus active link.  That should work
unless I am not understanding what you are trying to do.  That would
save you one active link.
 
You are correct that this will not fix the modify all issue.



From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa
Sent: Tuesday, August 23, 2011 7:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: Menu and the Clear Options


** 

Todd, this won't work if you select Clear.  Even if you have the Menu
choice option selected, nothing happens when you select clear.

 

So I have an Active Link with a Menu Choice to kick off my workflow, but
if the person selects Clear, nothing happens.  

 

So I have to create a 2nd Active Link on Lose Focus of the menu that
kicks off workflow if the field is NULL.

 

Because of Modify ALL I also have to create filters to make sure that if
the field is NULL, that the workflow is kicked off.  Blech...

 

All because selecting Clear does not register in the system as a
change on the Menu field.  I think it's simply clearing out the field
and nothing more

 

Lisa 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Arner, Todd
Sent: Monday, August 22, 2011 2:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: Menu and the Clear Options

 

** 

Lisa,

I notice you say you fire the workflow on lose focus.  I find the menu
choice option works better for firing workflow based on a menu
selection.  I know this doesn't have any affect on your issue but
thought I'd mention

 

Todd

 



From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa
Sent: Monday, August 22, 2011 11:24 AM
To: arslist@ARSLIST.ORG
Subject: Re: Menu and the Clear Options

** 

Now I'm really getting irked.  I did the work around (by doing a lose
focus on the field and if that field is blank, to blank out the other
fields)  but I just found out my customers don't even see the clear
option.  Is this a bug?   I do, but they don't.  The only difference
is that I have Admin permissions.  

 

Also, when I do a Modify All and I want to clear out the field, (and
it's the only field that will change), when I choose clear, the Save
button doesn't activate, so I can't save my changes with a Modify ALL +
Clear.

 

AGHGHHGHG!!!

 

Lisa 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Shafqat Ayaz
Sent: Sunday, August 21, 2011 3:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: Menu and the Clear Options

 

** 

I don't think clear counts as a menu value. i think you might be able to
make it work if your workflow runs on NULL though.

 


Shafqat Ayaz

 



From: Kemes, Lisa lisa.ke...@te.com
To: arslist@ARSLIST.ORG
Sent: Saturday, August 20, 2011 7:14 AM
Subject: Menu and the Clear Options

** 

I have a regular form with a character field that is attached to a menu.
The menu is attached to another form with the data I need in the menu.

 

I have an active link that sets another field whenever this character
field (menu) is changed.  Why doesn't the workflow kick off when I
select (clear)?  

 

Nothing happens, and my workflow log shows that nothing happens as well
(the active link doesn't even show up).

 

Is there a way to get this to kick off workflow when I set the field to
clear?

 

I'd really like to have it in an Active Link so the user can see that
certain fields have been set to null, I could set the fields in a filter
(once the record is saved), but I'd like the customer to see the set
fields before they hit save.

 

ARS 7.1p7

Windows 2003

Ora11g

 

Lisa Kemes
AR System Developer
TE Information Systems

Global Infrastructure and Ops
+01 717 810 2408 tel
+01 717 602 9460 mobile
lisa.ke...@te.com
MS 161-43

P.O. Box 3608

Harrisburg, PA 17105-3608

  http://www.te.com/ 
www.te.com http://www.te.com/  


  http://twitter.com/teconnectivity  
http://www.facebook.com/teconnectivity  
http://www.flickr.com/photos/teconnectivity/  
http://www.linkedin.com/groups?gid=1591657  
http://www.youtube.com/teconnectivity 

 

_attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ 

 

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Re: Menu and the Clear Options

[Arner, Todd]

Lisa,
I notice you say you fire the workflow on lose focus.  I find the menu
choice option works better for firing workflow based on a menu
selection.  I know this doesn't have any affect on your issue but
thought I'd mention
 
Todd



From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa
Sent: Monday, August 22, 2011 11:24 AM
To: arslist@ARSLIST.ORG
Subject: Re: Menu and the Clear Options


** 

Now I'm really getting irked.  I did the work around (by doing a lose
focus on the field and if that field is blank, to blank out the other
fields)  but I just found out my customers don't even see the clear
option.  Is this a bug?   I do, but they don't.  The only difference
is that I have Admin permissions.  

 

Also, when I do a Modify All and I want to clear out the field, (and
it's the only field that will change), when I choose clear, the Save
button doesn't activate, so I can't save my changes with a Modify ALL +
Clear.

 

AGHGHHGHG!!!

 

Lisa 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Shafqat Ayaz
Sent: Sunday, August 21, 2011 3:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: Menu and the Clear Options

 

** 

I don't think clear counts as a menu value. i think you might be able to
make it work if your workflow runs on NULL though.

 


Shafqat Ayaz



 



From: Kemes, Lisa lisa.ke...@te.com
To: arslist@ARSLIST.ORG
Sent: Saturday, August 20, 2011 7:14 AM
Subject: Menu and the Clear Options

** 

I have a regular form with a character field that is attached to a menu.
The menu is attached to another form with the data I need in the menu.

 

I have an active link that sets another field whenever this character
field (menu) is changed.  Why doesn't the workflow kick off when I
select (clear)?  

 

Nothing happens, and my workflow log shows that nothing happens as well
(the active link doesn't even show up).

 

Is there a way to get this to kick off workflow when I set the field to
clear?

 

I'd really like to have it in an Active Link so the user can see that
certain fields have been set to null, I could set the fields in a filter
(once the record is saved), but I'd like the customer to see the set
fields before they hit save.

 

ARS 7.1p7

Windows 2003

Ora11g

 

Lisa Kemes
AR System Developer
TE Information Systems

Global Infrastructure and Ops
+01 717 810 2408 tel
+01 717 602 9460 mobile
lisa.ke...@te.com
MS 161-43

P.O. Box 3608

Harrisburg, PA 17105-3608

  http://www.te.com/ 
www.te.com http://www.te.com/  


  http://twitter.com/teconnectivity  
http://www.facebook.com/teconnectivity  
http://www.flickr.com/photos/teconnectivity/  
http://www.linkedin.com/groups?gid=1591657  
http://www.youtube.com/teconnectivity 

 

_attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ 

 

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Re: Separation of Admin and Development Duties

[Arner, Todd]

 that the
combination of these capabilities allows you to do what is needed.
 
 
I hope this is useful and maybe lets you know about some features that
you were not aware of.
 
Doug Mueller
 
 


From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Arner, Todd
Sent: Friday, August 05, 2011 12:31 PM
To: arslist@ARSLIST.ORG
Subject: Separation of Admin and Development Duties


** 

We have been given a directive to separate the Remedy Development and
Administrative functions.  Basically, we have been instructed to come up
with a way to ensure that no one person can make development changes and
also be able to set up users accounts.  We currently split the roles
between two groups so that no one person is doing both, however, since
the developers and admins have Administrator privileges, there is
nothing stopping either from performing all functions.

Does anyone else out there have a similar requirement?  If so, can you
share your solution? 

I am just not seeing a way to do this.  Or maybe I just don't want to
see the way. :)  Seems to me both rolls need to have Administrator
privileges to complete their tasks.

Any insight is greatly appreciated. 

ARS 7.5 p7 
MS SQL 2005 
Windows 2003 SP2 

Thanks, 
Todd Arner 
Great Lakes 



The information contained in this communication may be confidential, is
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this
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Separation of Admin and Development Duties

[Arner, Todd]

We have been given a directive to separate the Remedy Development and
Administrative functions.  Basically, we have been instructed to come up
with a way to ensure that no one person can make development changes and
also be able to set up users accounts.  We currently split the roles
between two groups so that no one person is doing both, however, since
the developers and admins have Administrator privileges, there is
nothing stopping either from performing all functions.

Does anyone else out there have a similar requirement?  If so, can you
share your solution?

I am just not seeing a way to do this.  Or maybe I just don't want to
see the way. :)  Seems to me both rolls need to have Administrator
privileges to complete their tasks.

Any insight is greatly appreciated.

ARS 7.5 p7
MS SQL 2005
Windows 2003 SP2

Thanks,
Todd Arner
Great Lakes


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Re: general expressions

[Arner, Todd]

I would use the pattern attribute on the field and set it to $DIGIT$.
Open the form with the field in the Admin Tool or Remedy Developer
Studio, open the field permissions and set the pattern in the attributes
section.

Hope that helps
Todd Arner
Great Lakes 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mike Ilmer
Sent: Friday, July 22, 2011 10:35 AM
To: arslist@ARSLIST.ORG
Subject: general expressions

Hi List

Any idea of how to use the general expressions in remedy.

I need to validate that input is a numeric only value. 

If not the general expression what would you recommend instead?

Thank you,
Mike


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Re: unable to import text data into remedy

[Arner, Todd]

Based on the error you indicate, it sounds like an issue with the import
file.  Did anything change on the import file.  Was it saved in a
different format?  

Todd 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa
Sent: Friday, July 22, 2011 12:27 PM
To: arslist@ARSLIST.ORG
Subject: Re: unable to import text data into remedy

Did any permissions change on the form that you are importing to?

Lisa 


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hrishikesh Muluskar
Sent: Thursday, July 21, 2011 1:17 AM
To: arslist@ARSLIST.ORG
Subject: unable to import text data into remedy

HI,
i am trying to import the records into the remedy using scripts.
The situation is that i  have text files which i try to import it by
command sripts into a remedy system .it was working initially but now
suddenly it is throwing some errors :

Specified importfile is not a regular text file
Unable to load mappings from file

is it because of some remedy import tool setting or something in the
file itself.
Initially those scripts were runing properly.but suddenly started giving
us an error today.

Please Advise!!!

Regards,
Hrishi


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Re: MidTier 7.5 User Saving Table Changes

[Arner, Todd]

Have you tried saving the changes after you reset them.  In other words,
click preference and reset and then click preference and save.  This
usually works for us.
 
Todd Arner
Great Lakes



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Pargeter, Christie :CO IS
Sent: Tuesday, December 14, 2010 5:35 PM
To: arslist@ARSLIST.ORG
Subject: MidTier 7.5 User Saving Table Changes


** 
Hi All - I have one user that has changed the sort on a table and needs
to have it reset.  He tries to use the Reset button and that works until
he logs out and logs back in.  What form is storing the changes he has
made to the table?  I can't find a record for him in AR System User
Preferences.
 
ARS 7.1 p 6
ITSM 7.0.3 p 9
Window 2003
MS SQ 2005
IIS/Tomcat
RKM 7.2 p 4
MidTier 7.5 p 7
 



Christie Pargeter 
Legacy Health 
IS - Programming
SR Technical Analyst
cparge...@lhs.org 
  1120 Building 
tel: 503-415-5149   
 
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Re: Error when opening a Report in web, but in usertool it works fine

[Arner, Todd]

We have had similar issues with reports running in the user tool and not on the 
mid-tier.   I am not sure what causes the problem but flushing the mid-tier 
cache usually resolves our issue.

Todd Arner
Great Lakes

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Andreas Müller
Sent: Wednesday, November 10, 2010 6:43 AM
To: arslist@ARSLIST.ORG
Subject: Error when opening a Report in web, but in usertool it works fine

Hello members,
we have a Problem with Web Reporting.
A Standard ARS Report works in Usertool but not in Mid-Tier.
We get the german error massage Die für den Befehl eingegebene Eintrags-ID is 
ungültig 
(The input for the command entry ID is not valid).
There is no entry in arerror.log or the mid tier logs.
There is also no ARERR Number given in this Message.

What could have happened here ?


This is the Env.

Server: ARS 7.5 Patch 4 on Win Server 2003
Mid-Tier: 7.5 Patch 4 on Win 2003 Server
DB: MS-SQL Server


Thanks in Advance

BR
Andreas

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Re: Problems with the Command Application-Query-Delete-Entry

[Arner, Todd]

I am going off my memory here so I could be wrong.  We could not get it
to work formatted like it is in the manual either.  I think we had to
format as below:
 
@@:Application-Query-Delete-Entry CHG:CABInvitedPeople '' =
$Infrastructure Change ID$

 

where x is the DB ID rather than name

 

hope that helps.

 

Todd Arner




From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of tristan.rop...@t-online.de
Sent: Tuesday, October 05, 2010 6:09 AM
To: arslist@ARSLIST.ORG
Subject: Problems with the Command Application-Query-Delete-Entry


** 

Hi,




I have a problem with the command in an AL




@@:Application-Query-Delete-Entry CHG:CABInvitedPeople 'Change ID+' =
$Infrastructure Change ID$




Im getting alwayws the error message error in the qualification




But in the documents of ARS there is the same example with the correct
arguments.




Any advice is very appreciated !




Tristan

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Re: Run Process on the Mid Tier

[Arner, Todd]

We have been able to use PERFORM-ACTION-OPEN-URL from mid-tier to open
docs and folders on our network.  Here is how we enter the run command.
 
PERFORM-ACTION-OPEN-URL  file://\\Server\Remedyadmin\ExternalDocuments\
 
We found it only works from mid-tier if you include the file://
 
It also works from the user tool.
 
Hope that helps


From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Kevin Begosh
Sent: Thursday, September 23, 2010 6:43 AM
To: arslist@ARSLIST.ORG
Subject: Run Process on the Mid Tier


** 
I have a customer base that used to be 100% on the user tool so I had a
AL that said 
 
PERFORM-ACTION-OPEN-URL new $Network Share$
 
and opened a network share in windows explorer.  $Network Share$ being a
field on the form where they have a drop down of certain network share
address, such as //testnetworkshare/user/folder
 
We are now opening this up to web users and as you can imagine, this
does not work on the mid tier.
 
How can you envoke windows explorer, or just open a network drive
without having to use ftp, or a URL?
 
ARS 7.1
ITSM 7.0
Windows 2003
SQL 2005

Kevin

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Re: Reposting because we really our running out of options, and need help: UPGRADE from 7.0.01 to 7.5 issues - Data types are not appropriate for relational operation (ARERR 313)

[Arner, Todd]

Just a thought.  Have you tried removing lines from the ARMonitor.cfg
file to see if you can start it without error when a particular line is
removed lines.  That may help to narrow down what is causing the
problem.  If the error stops.
 
Todd Arner
Great Lakes



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of pascale.bo...@daimler.com
Sent: Wednesday, September 22, 2010 2:40 PM
To: arslist@ARSLIST.ORG
Subject: Reposting because we really our running out of options, and
need help: UPGRADE from 7.0.01 to 7.5 issues - Data types are not
appropriate for relational operation (ARERR 313)


** 
I am reposting this since I did not get any replies and we are running
out of options.
 I am still hoping that someone has an idea or a suggestion on what we
can try.  We have this issue escalated with BMC and been looking for a
reason/solution/fix for 2 weeks now. 

***

We have a total of 9 servers (3 dev, 3 test and 3 prod).  Each of them
have different applications running (1 has old ITSM 4 and 5 mixed, 1 has
home-grown apps with some web apps and the last one is 100% web
home-grown apps). They all are in the process of being upgraded from
7.0.01 patch 008 to ARS 7.5 patch 006.

All 3 dev have been upgraded and 1 test server was also upgraded.
On 2 of the 3 dev server and on the test server we get the same error at
start-up: 
 390600 : Data types are not appropriate for relational operation (ARERR
313) only at start-up of the server.
The third dev server has no error.
None of the servers had that error before the upgrade.

The applications on all 3 dev servers were tested and we cannot get
reproduce the error at all. Only shows up at startup

Since we were not able to get any information from the Logs beside the
error showing in the arerror.log, we decided to take a more drastic
approach:
After doing a backup:

Deleted all the filters , restarted the server == error still shows up
Deleted all the escalation, restarted the server == error still shows
up
Opened all the forms that have table fields, checked the Table field
Properties and deleted the forms that had errors on those table fields
== error still shows up
We are about to do the same with View forms.

We are running out of things to delete. And we do not feel confident in
upgrading our production servers with this error in our logs.

I am running out of ideas. Anyone?
Really need suggestions, ideas, help.  

both are ARS 7.5 patch 6  [ Home grown apps on one server and old ITSM
(mix of 4 and 5) with no longer working ITSM workflow just the forms ]
SQL 2005 (remote database)
Win 2003 sp2 servers


Thank you,

Pascale Boyer
Remedy Technical Lead  Developer
Daimler Trucks North America LLC
Montgomery Park,  9th floor 
Portland, OR 97210 U.S.A

Phone:503-745-6569
Email:pascale.bo...@daimler.com

http://www.daimler-trucksnorthamerica.com 


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Re: Blackberry Integration with Remedy

[Arner, Todd]

Column IT has a new product called Column Airwaves for mobile
connectivity.  I have not used it but it may be worth a look.  We have
used Aeroprise in the past but our experience was not positive.  Because
of all the pieces involved, I would highly recommend trialing any
product in your environment before committing to it.
 
Todd Arner
Great Lakes
 
 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Tommy Morris
Sent: Tuesday, August 31, 2010 9:04 AM
To: arslist@ARSLIST.ORG
Subject: Blackberry Integration with Remedy


** 

ARS 7.5p3

Oracle 11g

Need some suggestions for an application that allows interaction with
Remedy via end-user Blackberry's / smart phones. We have seen a demo of
AlarmPoint but that may be (dare I say) too robust for what we want. If
anyone has hints or suggestions please let me know. 

Tommy Morris

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Re: Open Outlook email from ARS

[Arner, Todd]

We have used the PERFORM-ACTION-OPEN-URL to launch the users default
email.  See below.  I am not sure if PERFORM-ACTION-OPEN-URL is
available in 6.3.  If it is this may get you what you want.
 
Create an active link with a Run Process action and enter the below in
the run process command line field.
 
PERFORM-ACTION-OPEN-URL mailto:?subject=Link%20to%20$Form
Field$body=Here%20is%20your%20link%20to%20$Form Field$%20$URL_Col$
mailto:?subject=Link%20to%20$Form
Field$body=Here%20is%20your%20link%20to%20$Form Field$%20$URL_Col$ 
 
HTH,
Todd Arner
Great Lakes



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Brittain, Mark
Sent: Monday, August 30, 2010 9:42 AM
To: arslist@ARSLIST.ORG
Subject: Open Outlook email from ARS


** -- 
Hi All,
 
Had an unusual request from a user that I thought I would post to the
group. Is there a way for an active link to pop up an new Outlook email
with information from the ticket populated. I suspect this would be
similar to using MS Word as a spell checker. 
 
ARS 6.3 patch 20
Oracle 9.2
SunOS 5.9
 
Thanks
Mark
 

Mark Brittain 
Remedy Developer 
NaviSite 
mbritt...@navisite.com mailto:mbritt...@navisite.com  
(315) 453-2912 x5835 (Office)
(315) 317.2897 (Cell) 
 


    
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Re: Email link Search Incident but don't want Results Window

[Arner, Todd]

You should be able to add the results list to the Guest View and then
hide what you don't want visible.

To add the results list open the form in the Admin tool and then go to
Form and Form Action fields on the menu bar of the Admin tool.  Check
the Result List option and select the view to add it to.  Once the table
is added you can hide the table or just certain columns.  I'm thinking
this should work but have not tried it.  

HTH
Todd Arner
Great Lakes

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of remedy lee
Sent: Monday, August 16, 2010 2:25 PM
To: arslist@ARSLIST.ORG
Subject: Email link Search Incident but don't want Results Window

Hi,

I have a working email link using

http://midtierserver/arsys/servlet/ViewFormServlet?form=HPD%3aHelp+Desk;
view=Guest+Viewserver=remedyserverusername=guestpwd=guestqual='Incid
ent%20ID*'%20%3D%20%22#Incident
Number#%22


This link works great as it automatically logs in with the guest id
and goes to a custom view I made for HPD:Help Desk
The custom view shows just enough information on 1 screen for the
customer to see.

However, this link does a search to find the Incident Number and
therefore brings up the search results window.
That search results window shows more info than we'd like.
For example, it shows Assignee, Priority, Assigned Group, etc.
We don't want the end user to see those details.

If I remove the columns from the Result Fields on HPD:Help Desk, it
removes it from all views.

Is there a way to just go right to the ticket from the email link
without it bringing up the search results window?
Or is there a way to hide that column just for customers?

Thanks


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Re: Moving/copying data from one server to another...

[Arner, Todd]

Although copying the DB does not physically move the MAC ID, it will
move the server license key associated with the copied servers Host ID
(MAC).  This is easily fixed by adding the correct license after the
copy.  If you plan to do this regularly, you can add both the prod and
dev server license keys to the prod server.  Then when the DB is copied
it will ignore the incorrect key and use the correct dev key.
 
Todd Arner
Great Lakes



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza
Sent: Tuesday, July 27, 2010 4:10 PM
To: arslist@ARSLIST.ORG
Subject: Re: Moving/copying data from one server to another...


** -- 
Coping a database doesnt copy the mac ID.. as long as the database is
free of any hard coded server references, it should work.
 
And off course the versions should match both of the ARS server and the
database..
 
Joe




From: Richard Copits richard@bwc.state.oh.us
To: arslist@ARSLIST.ORG
Sent: Tue, July 27, 2010 3:49:54 PM
Subject: Re: Moving/copying data from one server to another...

-- 

The server is local - about 20 feet away.

 

I was told that copying via an SQL database copy wouldn't work due to
mac addresses being copied from

the old to the new database, etc. - hence it seemed like Migrator would
be the way to gobut that's a

guess - hence asking on the list.

 

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza
Sent: Tuesday, July 27, 2010 3:45 PM
To: arslist@ARSLIST.ORG
Subject: Re: Moving/copying data from one server to another...

 

** 

Richard,

 

What is the purpose of copying this data? Depending on that your tools
and hence the method would vary..

 

DSO is for copying data to 'follow the sun' to ensure business
continuity irrespective of the time locally in case you have global
operations.

 

DB / system Replication is another alternative. For replication there is
more than one method and your choice really depends on the resources
available.

 

 

Joe

 



From: Richard Copits richard@bwc.state.oh.us
To: arslist@ARSLIST.ORG
Sent: Tue, July 27, 2010 1:42:07 PM
Subject: Moving/copying data from one server to another...

** 

We need to copy data from one server to another but have a few
questions...such as is the migrator robust/reliable enough to do it, and
at what version and patch level? Is there a specific procedure that we
need to follow/a particular order to have the best chance for success?
Any/all help/suggestions/cautions are appreciated.

 




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Re: Remedy Email Notification Subject Line is Blank

[Arner, Todd]

Is it possible that the subject field is set to Display Only? I have ran
into problems pushing data to an email from a display only field... Just
a thought.
 
Todd Arner



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Prashanth Bhagawat
Sent: Friday, July 16, 2010 1:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Email Notification Subject Line is Blank


** -- 

Hi Thad,

 

There is no filter which is clearing the subject line, and permission
isn't an issue to, it has got similar permission to that of the body
which is getting set on AR system email messages form.

 

Br,

 

Prashanth

 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Thad Esser
Sent: Thursday, July 15, 2010 8:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Email Notification Subject Line is Blank

 

** Prasanth,

If permissions aren't the issue, maybe phasing is.  As notify actions
are phase 3 actions, could there be any other workflow resetting the
subject before the notify actually happens?

One other unlikely thing to check is the execution order of your
filters.  Filters with the same execution order could fire in any order.
By migrating to a new server you change the modified date (which is the
not-quite-so-random piece of how they fire), and that could change the
order in which they fire such that the notify happens before the set
fields.

Good luck,
Thad

On Thu, Jul 15, 2010 at 5:00 AM, Terry Bootsma tboot...@objectpath.com
wrote:

** Change the permission of the field which you are copying to the
subject in the ARSystem Email Messages form to public (ie. the source
field) .  You should find this will work...  Had the same issue here a
few days ago. 

Terry





On Jul 15, 2010, prashanth.bhaga...@accenture.com wrote:

** 

Hi All,

 

we got an issue related to email notification , subject line of
the email generated in ar system email messages is blank. we have custom
built applications, there is IPMT email messages a custom built email
notification form where we store all the emails generated there first
then a filter on this form has got notify action which reads subject,
body and user related information from this form as current value and
creates entries in AR system email messages form, all the field values
are there for the email created in arsystem email messages form except
for subject line. i can see subject inITPMT email message form where
notify action reads the data.

 

When i add  $subject$ in a message action of the filter before
the notify action message shows the email subject value, but after
notify action subject line is blank in email messages form.

 

I did few of the below mentioned tasks to check if these
resolves the issue but no help

1. I recreated the field on custom built IPMT email messages
form

2. resaved the filter with notify action- no use

3. Removed $subject$ from the notify action of the filter ie it
was blank and remedy defaulted the value to AR System Notification

4. Included a core field in the subject ex. assigned to and the
value of the assigned to was pushed into ar system email messages form
which was strange.

This issue we have observed during the testing of migrated
application, ie we have migrated remedy 6.3 application into 7.5 server.
This works fine in 6.3 system, we have used remedy migrator to migrate
the application.

Has any one faced this issue before?

What could have gone wrong? How can i debug this since filter
log will not indicate something that has gone wrong in notify action of
the filter?

 

 

Regards,

Prashanth 

 

 

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