Re: Transactional (TR) and Database (DB)
James, Can't say I have heard anyone saying not to use it. Comparing the current value on the database against the current value on the client can be very useful when you want to take an action only when the field value changes. If TR.Status !=DB.Status is like saying if the Status changes If TR.Status !=DB.Status and TR.Status = Closed is like saying when the ticket is closed Now I have heard that in some cases the TR causes some issues and it is best just to leave it off If Status !=DB.Status and Status = Closed again iss like saying when the ticket is closed and when I create a filter with a comparison, this is the format I use. Hope this helps Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of James Smith Sent: Thursday, May 08, 2014 11:22 AM To: arslist@ARSLIST.ORG Subject: Transactional (TR) and Database (DB) Hi List, We can achieve things without using TR and DB values in a filter by just using Field but I do not understand why they have been developed to use? I have heard from many remedy developers like Misi and BMC who suggest not to use TR and DB in Run If qualification of a filter but why? Why it is not recommended to use TR and DB values? What if I use TR.Field=DB.Field? Will it yield a correct result? In BMC documentation also they have not given any example where they used TR and DB together in a qualification. Appreciate your thoughts! Cheers, James ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Menu headache
HI All, Basically I am trying to mimic the behavior when you select the Assignee in the HPD:Help Desk. Select a name, which then populates the user id. Specifically what I want to do is select a person's name from a menu and then have workflow set the Remedy Login ID in a separate field. I have a search menu using the CTM:People form attached to the Author field. The label is Full Name and the value is Remedy Login ID. Simple enough and here is where the fun begins. In the client when I select the name from the menu, Remedy Login ID populates as expected/desired In the browser when I select the name from the menu, the Full Name populates. The Author field is set to Auto complete: Leading Match, Auto Complete Match By: Label. I am certain I am missing something really simple. ARS 7.6.04, mid-tier 7.6.04 Thanks Mark Mark Brittain Sr. OSD Systems Engineer ITILv3 Foundation, Continual Service Improvement NaviSite, Inc. - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315.634.9337 Mobile: 315.882.5360 [cid:image001.gif@01CF687B.D2E9D680] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Risk Assessment Data?
Hi All TGIF, In the Change when I select the View Risk Report, a dialog is displayed which shows the questions, weight and overall assessment. Where is that information stored? I dug around but couldn't find it. ITSM 7.6.04 Mark Mark Brittain Sr. OSD Systems Engineer ITILv3 Foundation, Continual Service Improvement NaviSite, Inc. - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315.634.9337 Mobile: 315.882.5360 [cid:image001.gif@01CF5565.F18002F0] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
Mail Relay change
Hi All TGIF, Using ARS 7.6.04 on Linux. The Mailbox configuration points to the Linux server and send mail is used to send the outgoing mail. The mail goes to a relay and then is routed based on destination. What I need to do is point send mail to a different relay. After I make the change and restart send mail, is there anything I need to do in ARS. Also is the change effective immediately or is there a delay (e.g. 30 min) like when adding an email template? Thanks Mark Mark Brittain Sr. OSD Systems Engineer ITILv3 Foundation, Continual Service Improvement NaviSite, Inc. - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315.634.9337 Mobile: 315.882.5360 [cid:image001.gif@01CF5567.763E2390] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
Get Operation Query
Hi All,
Never had to do this before and can find anything in the documentation. I have
a requirement to use a web service to get a list of Incidents. In the OTB
HPD_IncidentInterface_WS Get Operation HelpDesk_QueryList_Service the input
mapping is
Qualification
startRecord
maxList
My question is about the syntax of the Qualification. If I do an Advanced
Search in the client or browser it would look like this
('Create Date' = 3/24/2014 AND 'Create Date' = 3/25/2014)
Is the syntax the same or do I need to put something around it like quotes or
some character to encapsulate the query? Aldo if someone can point me to some
documentation that would be awesome.
ARS 7.6.04
ITSM 7.6.04
Thanks
Mark
Mark Brittain
Sr. OSD Systems Engineer
ITILv3 Foundation, Continual Service Improvement
NaviSite, Inc. - A Time Warner Cable Company
mbritt...@navisite.commailto:mbritt...@navisite.com
Office: 315.634.9337
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Renaming a group
Hi All TGIF, We're in a transition from ARS 6.3 custom to ITSM 7.6.04 and I have a support group that was imported but has never actually been used (e.g. Incidents assigned) in ITSM, and there are no users assigned to the group. Can I simply rename the group? Or would this cause a problem? Thanks Mark Mark Brittain Sr. OSD Systems Engineer ITILv3 Foundation, Continual Service Improvement NaviSite, Inc. - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315.634.9337 Mobile: 315.882.5360 [cid:image001.gif@01CF3F7B.4929FED0] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
Re: Web Service Insert error
I would guess that you are pushing a NULL value which is overriding the field default. If you are not doing anything with the field try not including the field in the push. Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook Sent: Friday, March 14, 2014 10:45 AM To: arslist@ARSLIST.ORG Subject: Web Service Insert error I have two Remedy systems, a 7.6.04 ITSM box and a 7.1 custom one. I have two web services that allow a custom bare bones ticketing system on the custom server to interact with the ITSM server, so that a record created under certain conditions on one box will create a corresponding record on the other. There is a bit of custom code and configuration data in place to facilitate all of that, and it seems fine. The WSDL in the web service displays the XML fine, as does SoapUI. The problem is that when I attempt to actually fire it, I get an error that the logs don't seem to capture at a fine enough level of detail to help me find the root of. The error, Error encountered while executing a Web Service, is complaining that Field ID 8 (Short Description) is NULL, and therefore the record can't be saved (since it's a required field). That field has a default value in it in every form we use in the process, and we even map that field between forms to ensure that a value is being pushed, but the error continues. Has anyone had a problem like this before, or can someone point me to the next thing to try? AR Error logs aren't showing anything, and the Plug-in logs don't say anything useful either. Rick Cook ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: BMC should have made upgrades easier - Customers loosing interests
Great debate here and have a thought on education. If BMC offered the Using (WBT) courses for free or under some kind of site license agreement, maybe under your support ID, that would be huge in winning over management and users. Even a scaled down version that covers most of the first use issues would be better than nothing. Sure there is cost with creating one of these courses but the ROI from lower churn would even that out. The downside would be having users that might know more than we do on a particular application or feature. Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of James Smith Sent: Tuesday, March 11, 2014 11:32 AM To: arslist@ARSLIST.ORG Subject: Re: BMC should have made upgrades easier - Customers loosing interests I agree. Bad resources lead to the failure of projects. I got some link which shows pitfalls in service now http://seekingalpha.com/article/961-after-interviewing-more-industry-insiders-i-am-even-more-bearish-on-servicenow Worth reading ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: ARERR 8976
Joe, What you've described in my high point of frustration with Remedy 4, 5, 6. Notify limited to 255 characters, and truncates if that number is exceeded. Had heard a rumor this would be expanded under 7.something but when we moved to 7.6.04, it's still there. Sigh Like Fred says, need to do the push. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Tuesday, March 04, 2014 3:49 PM To: arslist@ARSLIST.ORG Subject: Re: ARERR 8976 ** We use the Push to the AR System Email Messages form with no problems Fred From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Castleman Sent: Tuesday, March 04, 2014 1:40 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: ARERR 8976 ** Greetings, We're occasionally seeing ARERR 8976, The CC list of the email notification message cannot exceed 255 bytes. Indeed sometimes (not always) the data we're trying to put in 'CC' exceeds 255 bytes; I'm trying to decide what to do about it. This system runs ARS 8.0, Build 001 201211030845 (I recall that might actually mean Build 2); it's all custom ARS with no OOTB apps. We have a number of forms that employ similar workflow, whereby a filter's notify action takes data from a temp field (where the input length = 0 bytes), in the form of one or (usually) more email addresses, and uses this string for CC:. ($USER$ goes into User:, so that will always be exactly one recipient.) On the AR System Email Messages form, the 'CC' field (ID 18088) has input length set to 32000 bytes. (Elsewhere, email addresses are defined as 64 bytes or less.) None of these specify (nor exceed) 255 bytes, but sure enough, if I go find the problematic Outgoing message in AR System Email Messages, the data in 'CC' is truncated to 255 bytes, so I guess this is the built-in ARS workflow (and not input lengths etc.). I see in the online documentation Creating a notify action that the User parameter is limited to 255 bytes, but it doesn't say anything about CC or BCC. I am guessing, though, that CC and BCC are subject to the same limitations as User. (It's hard to find documentation on the BMC website after years of knowing how to find it in the hard copy books, but that's neither here nor there, except to say that I haven't yet found what ARS says about CC and BCC.) Anyone else seen this? If so, were you able to get around it? For now, at least, I can tell the users (or devise a pop-up message etc.) that if they need to send to more than 4 or so recipients, then they'll need to do it via multiple distributions. But I'd like to devise a permanent solution if possible and get around the 255 byte limitation. I'm wondering about using a Push Fields action instead of Notify, and pushing the data to AR System Email Messages -- unless there's a central setting somewhere that I can change this for the entire ARS. Thanks, Joe Castleman _ARSlist: Where the Answers Are and have been for 20 years_ This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Implementing Multiple Help Desk Forms
Hi Tom, Can't say I have had this challenge but might have an idea that could make it easier for you. Take a look at the way the WOI:Work Order does templates. Basically you have about a dozen fields that hold the label information and corresponding fields to hold the data. If you could use this approach then you have one tab and one set of fields that you reuse in each situation handled by separate active links. Only thing that might be tricky is reporting on these fields. Good Luck Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tom Siegel Sent: Tuesday, February 25, 2014 4:23 PM To: arslist@ARSLIST.ORG Subject: Implementing Multiple Help Desk Forms Hi - Tom the newby again, working on migrating our company from BMC SDE to Remedy. My next major challenge is how to implement the 100 or so custom SDE Incident forms that we created over the years, into Remedy. In SDE it is quite easy to implement custom incident forms, you can even use the same fields on multiple forms! Just design them, give them an Incident Type, throw them under nav bar and off you go. Unfortunately (or fortunately depending upon your perspective) this doesn't appear to fit well with Remedy's architecture. We do have someone helping us through this process and I wanted to throw an idea out to the group and get some feed back. The current plan is to 1) Load up the Remedy Incident Type list with the ones we have in SDE. 2) Create a custom tab on the HPD:Help Desk form for each of our custom SDE forms containing the required fields 3) Based upon the Incident Type selected, expose the proper custom tab (the other ones remain hidden), enabling the user to add the additional data required for the incident type selected It works in theory and I have one mocked up in dev but my concern is since I cannot use the same field under more than one tab (remeber in SDE I could use the same field on multiple forms), I am going to end up with quite a few (100 +) custom fields on the Help Desk form. Comments? Has anyone else had this challange and solved it a differnt way? Thanks, Tom ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Consuming webservice in 7,1
Could it be a mismatch between the Java version on the laptop and the AR server? What are the versions on each? Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Tuesday, February 25, 2014 9:40 AM To: arslist@ARSLIST.ORG Subject: Re: Consuming webservice in 7,1 ** I’m not sure if the 7.1 Admin tool supports Java 1.7 Fred From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Atul Vohra Sent: Tuesday, February 25, 2014 4:35 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Consuming webservice in 7,1 ** Hi, I am new on a project that uses ARS v7.1 (yes) and has web service integration. There is a filter that consumes this web service and now I am suppose to create another filter to consume another web service. I am having issues with Remedy Admin Tool (filter) not able to load any web service. I see that there is a filter to consume this web service but when I try to load it in the filter on my laptop I get the following error: ERROR: URI not found ns1.xsd Additional Details: C:\Program Files\AR System\Admin\ns1.xsd (The system cannot find the file specified) com.bmc.arsys.ws.util.ARWSException: URI not found ns1.xsd at com.bmc.arsys.ws.util.WsdlUtil.newDocument(WsdlUtil.java:213) at com.bmc.arsys.ws.util.WsdlUtil.newDocument(WsdlUtil.java:232) at com.bmc.arsys.ws.wsdl.XMLSchemaParser.extractFormDefaultValues(XMLSchemaParser.java:231) at com.bmc.arsys.ws.wsdl.XMLSchemaParser.extractFormDefaultValues(XMLSchemaParser.java:278) at com.bmc.arsys.ws.wsdl.XMLSchemaParser.parseXMLSchema(XMLSchemaParser.java:295) at com.bmc.arsys.ws.wsdl.XMLSchemaParser.init(XMLSchemaParser.java:121) at com.bmc.arsys.ws.wsdl.WsdlParser.createMappingDoc(WsdlParser.java:179) at com.bmc.arsys.ws.wsdl.WsdlParser.parseWsdl(WsdlParser.java:121) at com.bmc.arsys.ws.util.WsdlAdminInterface.parseWsdl(WsdlAdminInterface.java:399) at com.bmc.arsys.ws.util.WsdlAdminInterface.parseWSDLIntoMappingString(WsdlAdminInterface.java:198) This obviously worked for whomsoever that created the filter as there are mappings (input/output) but not sure what is needed to be done on my laptop (and remedy admin tool). The error is not related a certificate (as my java keystore has the certificates). I was hoping that someone would remember this – as this is v7.1, I am not sure how much BMC will help. My laptop has jre 1.7. Thanks. _ARSlist: Where the Answers Are and have been for 20 years_ This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Group emails slow
HI What are you group sizes like? BMC recommends that for groups larger than 25 that you use the group email option and send to a DL. This way you have one email going out rather than 25. Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson Sent: Monday, February 24, 2014 12:39 PM To: arslist@ARSLIST.ORG Subject: Re: Group emails slow Hi, What do you see in the AR System Email Messages form when the lag occurs, are there a large number of unprocessed records (emails) waiting to be sent? Are there records waiting to be processed in the Notification Engine when the bottleneck occurs? Best to determine where the bottleneck is and go from there. The Email Engine maybe getting behind and AR Server queuing up the processing, so a restart of the AR Server maybe resetting the queuing. The Notification Engine is designed to be self deleting, and therefore does a good job at cleaning out Notifications when successfully processed - the AR System Email Messages however does not delete messages. Kind Regards, Carl Wilson http://www.missingpiecessoftware.com/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Greg Donalson Sent: 24 February 2014 16:03 To: arslist@ARSLIST.ORG Subject: Group emails slow Schlumberger-Public Hi all, I am wondering if anyone else has experienced the issues that I am seeing. Group emails will fly out of the system with no issue for about 4 days, then on that 5th day, they start lagging and taking longer and longer to leave the system. The form that I am looking at is the NTE:SYS-NT Process Control form. So, I know that there are escalations around this form depending on if it is an individual email or a group email. The individual ones will continue to go out at a fast pace, it is just the group emails that take longer. I understand that it has to loop through a table with all of the people that are assigned to that group, but like I said in the first 4 days after a restart of the Remedy service, they go out at a fast pace. Just to give you an idea, I have seen the group emails get 20-30 minutes behind. I am thinking this is more of an escalation issue as if I restart just the email service, it does not help any. It does not matter if I restart the Remedy service on a Monday at 8am or a Thursday at 2pm, within 7 days, the group emails will be slow in going out. Also during this time, we will see the CPU of this server go up to around 30% or above and stay there, where in the first 4 days it is between 10-20%. I have relayed all of this to BMC and they have tons of logs (we have been working for 6 month on this 1 issue). They have asked me to increase escalation thread, move the group escalations around, and move the escalations from one server to another. None of this has helped at all. I have asked for BMC to escalate the issue and the same person keeps calling me and says they are working with the escalated person - starting to have doubts about that. Here is our environment: ARS - 7.6.04 SP3 ITSM (Incident, Change, and Asset) - 7.6.04 SP2 Database - Oracle 11g - 64bit Application server - 2 Linux servers that are VMs that are in a server group MidTier - 3 servers - 7.6.04 SP4 with the March 4, 2013 Hotfix ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Perdefined Queries
Hi All,
On the Work Order I have created the form, view, and field overlays and added
an additional Work Order Type (Recurring). I want to filter this type on the
Work Order Console.
I can see the searches are stored on the SYS:Predefined Queries form but it is
not very clear on how to make an addition. If I select WOI:Work Order, Defined
Searches, By Work Order Type and then attempt to select the Query Text Tier 2
all I see are the OTB choices Project and General. Do I just type in what I
want to be displayed and then handle it with the query.
As an example Query Text Tier 2: Project General and then have a search
('Work Order Type' = 1000 OR 'Work Order Type' =2000) to filter out the
Recurring. If would be helpful of someone could point me to the documentation
for this. I looked and could find it.
ITSM 7.6.04 SP3
Thanks
Mark
Mark Brittain
Sr. OSD Systems Engineer
ITILv3 Foundation, Continual Service Improvement
NaviSite, Inc. - A Time Warner Cable Company
mbritt...@navisite.commailto:mbritt...@navisite.com
Office: 315.634.9337
Mobile: 315.882.5360
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This E-mail and any of its attachments may contain Time Warner Cable
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Namesake View Question
Hi All, If I add a panel and a button to a form does this cause the namesake view to be deleted and recreated? I am thinking it does not but want to be sure. ARS 7.6.04 SP3 Thanks Mark Mark Brittain Sr. OSD Systems Engineer ITILv3 Foundation, Continual Service Improvement NaviSite, Inc. - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315.634.9337 Mobile: 315.882.5360 [cid:image001.gif@01CF234E.654362D0] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
Email engine is a server group
Hi All, I have two servers in a server group. I stopped one of the servers and then restarted. Came up fine except for the email engine. Connection refused, to host. Currently the second server is handling the email and connects to the mailbox on a Linux server. Could this be normal? Only one server can connect to the mailbox at a time? ARS 7.6.04 SP3 Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation, Continual Service Improvement NaviSite, Inc. - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315.634.9337 Mobile: 315.882.5360 [cid:image001.gif@01CF1DCC.3FF63E30] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
Re: Email engine is a server group
Hi Doug LJ, On Linux 5. Did a ps -ef|grep 'mail' and got this. Any idea what it means? root 27974 5433 0 14:15 ? 00:00:00 sendmail: server server name [server ip] cmd read thanks Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tanner, Doug Sent: Thursday, January 30, 2014 3:08 PM To: arslist@ARSLIST.ORG Subject: Re: Email engine is a server group ** Yes, and the service does NOT auto-start if the other one stops, Doug From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Thursday, January 30, 2014 3:02 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Email engine is a server group ** Hi All, I have two servers in a server group. I stopped one of the servers and then restarted. Came up fine except for the email engine. Connection refused, to host. Currently the second server is handling the email and connects to the mailbox on a Linux server. Could this be normal? Only one server can connect to the mailbox at a time? ARS 7.6.04 SP3 Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation, Continual Service Improvement NaviSite, Inc. - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315.634.9337 Mobile: 315.882.5360 [cid:image001.gif@01CF1DD8.1F301520] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. _ARSlist: Where the Answers Are and have been for 20 years_ This email is subject to certain disclaimers, which may be reviewed via the following link. http://compass-usa.com/Pages/Disclaimer.aspx _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
Re: Email engine is a server group
Hi Fred, I can see the emaildaemon.jar but would that confirm the email engine is running? When I started the AR Server it displayed the following BMC Remedy Email Engine has started AR System Plugin Version 7.6.04 SP3 Remote Exception java.rm1.ConnectException: Connection refused to host: local host; nested exception is: java.net.ConnectException: Connection refused Email Engine currently is not up Is there another way to verify the email engine is running or not? Thanks Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Thursday, January 30, 2014 4:32 PM To: arslist@ARSLIST.ORG Subject: Re: Email engine is a server group That means the server's sendmail daemon is running The ARS Email Engine would show up as a java process running emaildaemon.jar Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Thursday, January 30, 2014 3:27 PM To: arslist@ARSLIST.ORG Subject: Re: Email engine is a server group ** Hi Doug LJ, On Linux 5. Did a ps -ef|grep 'mail' and got this. Any idea what it means? root 27974 5433 0 14:15 ? 00:00:00 sendmail: server server name [server ip] cmd read thanks Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tanner, Doug Sent: Thursday, January 30, 2014 3:08 PM To: arslist@ARSLIST.ORG Subject: Re: Email engine is a server group ** Yes, and the service does NOT auto-start if the other one stops, Doug -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Thursday, January 30, 2014 3:02 PM To: arslist@ARSLIST.ORG Subject: Email engine is a server group ** Hi All, I have two servers in a server group. I stopped one of the servers and then restarted. Came up fine except for the email engine. Connection refused, to host. Currently the second server is handling the email and connects to the mailbox on a Linux server. Could this be normal? Only one server can connect to the mailbox at a time? ARS 7.6.04 SP3 Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation, Continual Service Improvement NaviSite, Inc. - A Time Warner Cable Company mbritt...@navisite.com Office: 315.634.9337 Mobile: 315.882.5360 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Namesake Views
Thanks everyone for your advice. Since we'll only need be concerned with a couple of views that won't change often creating a custom view is the approach we'll use. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Shelston, Patrick Sent: Thursday, January 23, 2014 12:46 PM To: arslist@ARSLIST.ORG Subject: Re: Namesake Views ** This is what we do. We just re-create the AR view into a custom view and manage it manually from that point forward. For example, HPD_HELP_DESK would have a stable version called REPORTING__HPD_HELP_DESK (just be careful you don't exceed the maximum length of view names in your DB). It's very easy to setup if you just copy/paste the view SQL and rename the name in the statement. I had wanted to investigate triggers to regrant on CREATE VIEW statements, but never got around to it. -Patrick From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing Sent: Wednesday, January 22, 2014 2:55 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Namesake Views ** Mark, The way we combated this particular issue was to actually create a new db view, one that is defined specifically for your purposes, and is not re-created after every form change. On Wed, Jan 22, 2014 at 12:38 PM, Brittain, Mark mbritt...@navisite.commailto:mbritt...@navisite.com wrote: ** HI All, The move from 6.3 (custom) to 7.6 ITSM always seems to have more surprises than I care to sustain. Anyway, I have a monitoring tool that queries the hpd_help_desk view. The monitoring tool is granted permission to the view using the command grant select on aradmin.hpd_help_desk to monitoringtool; Before today I did not know about these namesake views. Last night I added a field to the HPD:HelpD Desk and this query broke. Apparently there is a script that runs, deletes rather than updates the view and builds a new view. The result is any grants assigned to the view are wiped out. After that monitoring tool could not query the view and the DatabaseError: ORA-00942: table or view does not exist was being returned. One solution would be to grant the permission the monitoring tool anytime the view is rebuilt. Not my favorite approach. Has anyone run into this and come up with a better solution? ARS 7.6.04 ITSM 7.6.04 Oracle 11 Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation, Continual Service Improvement NaviSite, Inc. - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315.634.9337tel:315.634.9337 Mobile: 315.882.5360tel:315.882.5360 [cid:image001.gif@01CF183F.1E8E4400] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
Namesake Views
HI All, The move from 6.3 (custom) to 7.6 ITSM always seems to have more surprises than I care to sustain. Anyway, I have a monitoring tool that queries the hpd_help_desk view. The monitoring tool is granted permission to the view using the command grant select on aradmin.hpd_help_desk to monitoringtool; Before today I did not know about these namesake views. Last night I added a field to the HPD:HelpD Desk and this query broke. Apparently there is a script that runs, deletes rather than updates the view and builds a new view. The result is any grants assigned to the view are wiped out. After that monitoring tool could not query the view and the DatabaseError: ORA-00942: table or view does not exist was being returned. One solution would be to grant the permission the monitoring tool anytime the view is rebuilt. Not my favorite approach. Has anyone run into this and come up with a better solution? ARS 7.6.04 ITSM 7.6.04 Oracle 11 Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation, Continual Service Improvement NaviSite, Inc. - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315.634.9337 Mobile: 315.882.5360 [cid:image001.gif@01CF177D.290FDCD0] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
Re: New to Web Services - What am I missing?
Carol, Forget the Web Service, that is used to receive something (a submit, modify or query request), not send. What you need to do is create a web service filter. In the filter you load the wdsl from the external application. The you map the output, in this case the Incident ID and then input. With any web service the conversation is two way (send and receive). Typically I will use a small staging form where I push the incident id, the web service filter executes on submit, the incident id is sent to the external application which then replies back with something you have mapped to another field in the staging form. Hope this helps. Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Carol Carnevali Sent: Wednesday, January 22, 2014 3:01 PM To: arslist@ARSLIST.ORG Subject: Re: New to Web Services - What am I missing? I'm sorry, but I'm still having difficulty understanding how you can get a WSDL from an external application into a Remedy Web Service. I was able to create a Web Service but Remedy generates the WSDL from the Form selected. I have also created the filter to consume it but I don't see how it can work externally. What I need to do is simply pass an Incident ID through Web Services to an external application. I'm still missing something and can't seem to find it in any documentation. Please advise. Thanks. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
User account but no people record
Hi All, In ITSM 7.6.04, I am implementing a web service where an external ticket system would send a request to the Incident Interface Create form, create an Incident and turn the Incident Number back to the originating ticket system. All of that is pretty straight forward. The question I have is about setting up the user account. There won't be any updates or queries allowed. I could set this up in the People form but don't want this account to appear as a Company Contact. Can I just set up the account on the User form with a read only license and Incident Submitter permission? I could probably just try this but thought I would check with the group first in case there any not so obvious snags to this approach. Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation, Continual Service Improvement NaviSite, Inc. - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315.634.9337 Mobile: 315.882.5360 [cid:image001.gif@01CF0C84.430FF790] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
Re: User account but no people record
Hi Joe, If I create a People record then someone can manually create an Incident using this non-person as the contact. Does not matter which status I select on the People record, it still shows. Can't have that. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza Sent: Wednesday, January 08, 2014 3:49 PM To: arslist@ARSLIST.ORG Subject: Re: User account but no people record ** I highly doubt you could achieve what you want to do without having to break a lot of things as to how they were designed to work out of the box. Is it possible - sure its only an issue of messing around with permissions, yada yada yada.. Is it recommended? Maybe not. I have not thought this problem out after reading your email, but there is a small chance that you might break some things with multi tenancy or something like that. The cleaner way would be to create the people record with necessary supporting records in the people permission group form.. What is it that you'll wish to gain by not having the people record to me present? Cheers Joe From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Wednesday, January 08, 2014 3:37 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: User account but no people record Hi All, In ITSM 7.6.04, I am implementing a web service where an external ticket system would send a request to the Incident Interface Create form, create an Incident and turn the Incident Number back to the originating ticket system. All of that is pretty straight forward. The question I have is about setting up the user account. There won't be any updates or queries allowed. I could set this up in the People form but don't want this account to appear as a Company Contact. Can I just set up the account on the User form with a read only license and Incident Submitter permission? I could probably just try this but thought I would check with the group first in case there any not so obvious snags to this approach. Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation, Continual Service Improvement NaviSite, Inc. - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315.634.9337 Mobile: 315.882.5360 [cid:image001.gif@01CF0C89.CC2BF740] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
Menu Question
HI All, The answer to this is probably real simple. On the HPD:Help Desk form Assigned Group menu, the menu cascades Company Organization Support Group. On the Work Order this is three different fields. Tasks are also set up that way (3 fields). I have compared the CTM:SGP:SupportGroup3-Q menu used on the Help Desk and the WOI:WOI:WOMgr-Grp-Q menu and I am not seeing how one menu cascades and the other does not. What am I missing? ARS 7.6.04 ITSM 7.6.04 Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation, Continual Service Improvement NaviSite, Inc. - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315.634.9337 Mobile: 315.882.5360 [cid:image001.gif@01CF0B9B.B7ABCDC0] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
Re: Why can't I add a menu to this field?
Andy,
This is a join form of the BMC.CORE:BMC_ComputerSystem form. So you would need
to add the menu there.
Mark
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew Hicox
Sent: Friday, January 03, 2014 11:08 AM
To: arslist@ARSLIST.ORG
Subject: Why can't I add a menu to this field?
** Hi everyone,
I have what will probably turn out to be a stupid question, but I'll ask anyhow
because frankly I'm stumped.
Tried this on 7.6.04 sp3 and 8.1 sp2 ... So I suspect BMC must be doing this on
purpose... But this SHOULD be a relatively benign customization (I think).
I want to add a drop down menu to field 26004 ('Floor') on
AST:ComputerSystem. I have created an overlay on the view/field etc but the
'Menu Name' property remains greyed out.
So I thought ok, I'll just attach it with an active link ... Well ... When I
set up a change field action against that field dev-studio removes the menu
option!
What am I missing y'all?
Andy
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WO Templates with WO Interface Create
HI All Happy New Year, I have created a couple of Work Order Templates and want to use them with the WorkOrderInterface_Create form. On the WorkOrderInterface_Create form in the 'Work Order Template Used' field the default is a question mark. I have typed in the template name but that doesn't work. The work order gets created but the template information does not populate. What am I missing ITSM 7.6.04 SP3 Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation, Continual Service Improvement NaviSite, Inc. - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315.634.9337 Mobile: 315.882.5360 [cid:image001.gif@01CF0576.B34E0BB0] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
Re: How Application-Bus-Time-Add will work in BMC remedy
$Target Delivery Lead Time$ is the tag on the Business Hours form and $Global Country$ is the ag on the Business Holiday form (or the other way around) The business time parameters will be found there. The 4 translates to days. 1= seconds, 2 = minutes, 3 = hours, 4 = days Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling Sent: Monday, December 16, 2013 8:44 AM To: arslist@ARSLIST.ORG Subject: Re: How Application-Bus-Time-Add will work in BMC remedy Sagar, Check out using Business Time functionality in the docs - don't know if this has changed since 5.1, but even newer docs should give you an idea. David David Durling University of Georgia -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of vidyasagar kommu Sent: Monday, December 16, 2013 4:37 AM To: arslist@ARSLIST.ORG Subject: How Application-Bus-Time-Add will work in BMC remedy Hi All, We are working completely customized BMC remedy application 5.1 version. I have found one filter which is firing on Submit Mode . In that filter setfield action Exact code is below 'Target Date'=$PROCESS$ Application-Bus-Time-Add $TIMESTAMP$ $Target Delivery Lead Time$ 4 $Global Country$ Target Date and Global Country field is present in my form . Could you please explain paramaters of above syntax ,how the Target Date field value will set ? what does mean by 4? This is very urgent please reply ASAP. Thanks Sagar __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Data Wizard Support Group name change did not update Work Orders
Or if you have a very large number of work orders, set up an escalation to change the name. This way you avoid any client side workflow and permission conflicts. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice Sent: Monday, December 16, 2013 9:39 AM To: arslist@ARSLIST.ORG Subject: Re: Data Wizard Support Group name change did not update Work Orders ** You could review the Wizard workflow and create what you need for the WO, you can also try a Modify all. -Original Message- From: Kay Wilthew kwilt...@peckham.orgmailto:kwilt...@peckham.org To: arslist arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Sent: Mon, Dec 16, 2013 9:32 am Subject: Re: Data Wizard Support Group name change did not update Work Orders Thank you for the information on SRM. Since this is a known issue, is there a workaround that would assist us in updating the Work Orders now that everything else has been renamed with the new group name? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org Where the Answers Are, and have been for 20 years _ARSlist: Where the Answers Are and have been for 20 years_ This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Data Wizard Support Group name change did not update Work Orders
You could try a mod-all on 1 or 2 work orders or you could do an escalation on one work order and see what happens. Be better if you could try it in a dev invironment. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kay Wilthew Sent: Monday, December 16, 2013 10:44 AM To: arslist@ARSLIST.ORG Subject: Re: Data Wizard Support Group name change did not update Work Orders We considered an escalation to update the WO tickets, as well as a Modify All. In both cases, we fear we will lose the Assignee, which will not work for us. It will also generate Notifications. We can turn off Group Notifications on the Support Group but the individual notifications would still be generated. If this is not the case, please advise, and thank you all for your assistance. This is a highly visible project and unfortunately we did not catch the WO issue in our testing. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Recommended web browser (7.6.04 SP4)
Hi Mahmoud, My mid-tier is on 7.6.04 SP4 201309051922. IE8 9 work well. If a user has IE10 or later then they must use compatibility mode. Firefox also works. Google Chrome (not supported) is used by some and I have not heard any complaints. Hope this helps. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of mahmoud mahdy Sent: Thursday, December 12, 2013 9:33 AM To: arslist@ARSLIST.ORG Subject: Re: Recommended web browser (7.6.04 SP4) ** what is the version does BMC recommend..? Date: Thu, 12 Dec 2013 20:01:32 +0530 From: munesh.ko...@gmail.commailto:munesh.ko...@gmail.com Subject: Re: Recommended web browser (7.6.04 SP4) To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG ** Hello Mahmoud, Usually BMC recommends Remedy should be accessed via Internet Explorer. Thanks. Regards Munesh On Thu, Dec 12, 2013 at 7:41 PM, mahmoud mahdy mahmoud_ma...@live.commailto:mahmoud_ma...@live.com wrote: ** Dears, Please tell me what is the recommended browser fro 7.6.04 SP4..??. Thanks _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Incident ID*+ field displaying phone number
This is an active link thing. Likely a change field got disabled. In studio, the phone number is displayed on top. So it sounds like there is an active link that is not making the phone number hidden and the Incident # visible. Look for the active link that makes Company, Customer and Contact visible on display. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Simon Ellis Sent: Thursday, November 21, 2013 3:48 PM To: arslist@ARSLIST.ORG Subject: Re: Incident ID*+ field displaying phone number ** Another weird thing is if you bring a new incident up within the User Tool the Incident ID field displays the Incident ID numberThought it might be a cache issue... have flushed both server and local caches and still via the Mid Tier it's displaying the phone Number. our other environments which are identical are fine From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Karthik Sent: Thursday, 21 November 2013 4:39 p.m. To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Incident ID*+ field displaying phone number ** This is weird. Does it happen on all incidents? If so, I would resort to filter logs to find what happens when submitting a new incident - Karthik On Nov 21, 2013 7:49 AM, Simon Ellis simon.el...@telecom.co.nzmailto:simon.el...@telecom.co.nz wrote: Don't know what's happened here but on our DEV server, I go to create an Incident ticket with no issue except hwne all good and done the Incident ID field is showing the contacts phone number and not the Incident ID number It's 7.6.04 SP4, The toggle switch switches between the field names okay. Screen shot attached. Any Ideas? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org Where the Answers Are, and have been for 20 years _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Work Info Type on the Incident
Hi All, I want to add move menu choices on the Work Info Type menu. On the Incident (HPD:Help Desk) the Work Info Type is a selection field with 18 selection values. On the HPD:WorkLog there is a matching selection field with the same values. So it appears that all I have to do is update the Work Info Type in the Incident and the HPD:WorkLog. Is there any place else that I need to make updates? ITSM 7.6.04 Thanks Mark Mark Brittain Remedy Developer, ITILv3 Foundation, CSI NaviSite, Inc. - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315.634.9337 Mobile: 315.882.5360 [cid:image001.gif@01CEE6C6.46A3DC20] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
Re: R: Re: R: Re: EXTERNAL: Re: Problems with make blank Diary field Remedy 7.6
I would go with a display only field. Then create a filter to capture the timestamp and user, and a filter for each field you want to notify on and put all that in a filter guide. So it would look cleaner like this 11/20/2013 04:10:46 PM Demo (this is filter 1) Change Support Group from ''Group1'' to ''Group2''(this is filter 2) Change Note from ''Test'' to ''lucky test'' (this is filter3) Another option you might be able to investigate is sending the latest Audit Log entry. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice Sent: Wednesday, November 20, 2013 1:12 PM To: arslist@ARSLIST.ORG Subject: Re: R: Re: R: Re: EXTERNAL: Re: Problems with make blank Diary field Remedy 7.6 ** This is not possible using a Diary Field. Does your customer want a single email on a save with what happened? If that is what they want you will need to create a new field as we suggested before to capture all of the updates and then push the details to the Diary field. The only difference I can see is that you have a time stamp for each entry. Since only one person will be doing this you can capture the time Stamp and the user with you workflow for the email. -Original Message- From: team.rem...@libero.itmailto:team.rem...@libero.it team.rem...@libero.itmailto:team.rem...@libero.it To: arslist arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Sent: Wed, Nov 20, 2013 12:36 pm Subject: R: Re: R: Re: EXTERNAL: Re: Problems with make blank Diary field Remedy 7.6 ** Our customer needs of a single email that contains the changes made on a ticket. in the previous example the user Demo makes two changes : Status and Priority in another case, the user could change the support group and Notes. The system will notify only an email contain The following Changes have been made on Ticket INC099 : 11/20/2013 04:10:46 PM Demo Change Support Group from ''Group1'' to ''Group2'' 11/20/2013 04:10:46 PM Demo Change Note from ''Test'' to ''lucky test'' you can see that the email contain just the last change and not the previous change (Status\Priority) I hope to be clear... Thanks Salvo. Messaggio originale Da: rjust2...@aol.commailto:rjust2...@aol.com Data: 20-nov-2013 18.07 A: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Ogg: Re: R: Re: EXTERNAL: Re: Problems with make blank Diary field Remedy 7.6 ** You need to provide better information. Now you want multiple entries from the diary field not all and not just the last. Please provide exactly what you want and we will be able to assist. -Original Message- From: team.rem...@libero.itmailto:team.rem...@libero.it team.rem...@libero.itmailto:team.rem...@libero.it To: arslist arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Sent: Wed, Nov 20, 2013 12:04 pm Subject: R: Re: EXTERNAL: Re: Problems with make blank Diary field Remedy 7.6 ** Thanks John\Roger, with your suggest the system would send an e-mail for each change you make! our customer asks us to send a single email with the list of changes made behind press button 'Save'. for example (in a single mail) : The following Changes have been made on Ticket INC099 : 11/20/2013 04:01:46 PM Demo Change Status from ''In Progress'' to ''Assigned'' 11/20/2013 04:01:46 PM Demo Change Priority from ''Low'' to ''Medium'' Any idea ? Thanks in advance Salvo Messaggio originale Da: john.j.rei...@lmco.commailto:john.j.rei...@lmco.com Data: 20-nov-2013 17.18 A: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Ogg: Re: EXTERNAL: Re: Problems with make blank Diary field Remedy 7.6 ** Or use a Display Only field populated with a SET fields from the Current screen on lose focus of the Diary Field. DO’s are available to the Notification system and don’t need to be cleared after the DB commit. Thank you, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG?] On Behalf Of Roger Justice Sent: Wednesday, November 20, 2013 11:15 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: EXTERNAL: Re: Problems with make blank Diary field Remedy 7.6 ** The Diary field is not the best object to use. You should create a character field that will hold the latest details and after you use a filter to send the notify email then have a filter that pushes the details to the diary field and delete them from the character field. -Original Message- From: team.rem...@libero.itmailto:team.rem...@libero.it team.rem...@libero.itmailto:team.rem...@libero.it To: arslist arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Sent: Wed, Nov 20, 2013 11:10 am Subject: Problems with make blank Diary field Remedy 7.6 Hi all, we
Required Field: Request ID (326)
Hi All, Getting this error when I try to create a Change related to a Change. I select the link which presents a new Change with some of the data carried over. Then after I fill in the rest of the fields and press the save button, I get error. Doesn't make sense that I would get an error on the Request ID field. Any ideas? ARS 7.6.04 SP3 ITSM 7.6.04 SP3 Thanks Mark Mark Brittain Remedy Developer, ITILv3 Foundation, CSI NaviSite, Inc. - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315.634.9337 Mobile: 315.882.5360 [cid:image001.gif@01CEE60D.CA6E4270] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
Re: Panels 8.1
The panel z2PF_Activities has under Display has the Layout Style: Fill which ignores the fields XY and height/width. This property allows the panel to adjust to the size of the browser window. That is why those setting cannot be changed. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris Sent: Friday, November 15, 2013 3:08 PM To: arslist@ARSLIST.ORG Subject: Re: Panels 8.1 ** ** The version is 8.1 – I created an overlay and after creating the overlay in Best Practice mode – I cannot edit the size property. Some of the property attributes I can modify, however not the size of the panel. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice Sent: Friday, November 15, 2013 1:32 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Panels 8.1 ** You did not list the version, if it is 7.6.04 or later you will need to create Overlays. -Original Message- From: Kathy Morris kathymorris...@aol.commailto:kathymorris...@aol.com To: arslist arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Sent: Fri, Nov 15, 2013 1:26 pm Subject: Panels 8.1 ** Hi, We are trying to modify the HPD:HelpDesk form and we are having trouble with the panels. In the “Add Info” section, next to the “Notes” field we want to add a Date/Time field in the white space. In the Developer Studio panel properties, when I try to increase the panel width – the size is grayed out (not editable). I believe this is on the Activities Panel (OOB). When I drag the fields out of the panel, they do not move. We are unable to add the Date/Time field – and I do not understand why since there is a lot of white space. We reviewed BMC’s technical guides, videos, however we do not seem to be able to modify the panels. I must be missing an important step here. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Modify All and 'Service*+' field on HPD:Help Desk
Hi Jase, When you select the Service menu there is an active link HPD:INC:SErviceCI_10_OnCREATESet that does a set field. If the set field doesn't fill in the fields 20003, 303519300 the system no doubt assumes the user typed something in. Don't know what these fields are but you'll be able to find them in studio. All I did to get this was to turn on active link logging and select from the Service Menu. Does this active link fire on mod-all? You may have to do some more digging, but hope this gets you started. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jase Brandon Sent: Thursday, November 14, 2013 1:57 PM To: arslist@ARSLIST.ORG Subject: Modify All and 'Service*+' field on HPD:Help Desk ** Hello All, 7.6.04 SP2 The Help Desk gets a large group of automatically generated Incidents with a generic Service of automated ticket creation, they then need to do a modify all on these Incidents and assign en masse these Incidents with the correct assigned group, service, etc. All the rest of the fields appear to work fine with Modify All, but the 'Service*+' field gets the error no entries in menu after you select 'Modify All' and can't be modified en masse. Has anyone else seen this? I seem to remember something about 'Modify All' and certain fields with search menus. I thought one of you guys may remember and save me a few hours of research. Thanks in Advance, Jase _ARSlist: Where the Answers Are and have been for 20 years_ This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Refresh on Entry Change
Hi All, I have a table field that is starting to have some performance issues. The indexes have been verified and there isn't a very large number of records being searched. When the form is opened I have an active link that refreshes the table. The display properties for the table field has Refresh on Entry Change checked. Looking in the 6.3 Applications - Basic Guide its say on page 246 For table fields, refreshes data when the request in which the table is embedded appears. Enable this mode if users must see the contents of the field whenever they access a request. To reduce performance impact, limit the use of this feature because each refresh causes a database search. I am not sure what this means. If it means I had doing a double search, one by Refresh on Entry Change and one by the active link refresh, please let me know. I have run database logging but only see the active link refresh. ARS 6.3 patch 20 Oracle 9.2 Thanks Mark Mark Brittain Remedy Developer, ITILv3 Foundation, CSI NaviSite, Inc. - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315.634.9337 Mobile: 315.882.5360 [cid:image001.gif@01CEDFAA.E70EE330] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
Re: Information regarding General Access
Hi Shashidhar, In general I agree with Jared, you want to give your users General Access. The functionality of General Access and Application permission gives you a good deal of flexibility when you need to provide limited access to external resources. As an example you have a third party vendor who is performing on site desktop support for one of your customers (Customer A). On these third party employees you can restrict access to Customer A only and further restrict them by providing only the Incident User application permission. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jared Jones Sent: Tuesday, November 05, 2013 3:54 PM To: arslist@ARSLIST.ORG Subject: Re: Information regarding General Access ** Hi Shashidhar, General Access is a basic permission that every ITSM user should have. Removing this from a support staff profile would give them some severe permissions issues. Is there a compelling reason why you are looking to do this? On Tue, Nov 5, 2013 at 4:43 AM, shashidhar M S shashi.catch...@gmail.commailto:shashi.catch...@gmail.com wrote: Hello Experts, I would like to know the importance of General Access in the user form. What happens if the general access is removed from a support staff profile? Thanks, Shashidhar ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org Where the Answers Are, and have been for 20 years _ARSlist: Where the Answers Are and have been for 20 years_ This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Suppress some notifications
Hi All TGIF, I have a requirement for an Incident where under certain conditions, the notification on create and close are not to be sent to the Customer*+ or the Contact+. One option would be to globally disable these notifications at the notification engine level but since this is the exception rather than the rule it would be better if I could just bypass the filter that starts the notification process. A simple go-to would be much easier in this situation and others if they come up. The incidents are being created from a monitoring event though the Incident Interface Create form so active links are not involved in the create process. Close process could either be manual or automated. Anyone know what active link/filter would need to bypass? ARS 7.6.04 SP3 ITSM 7.6.04 SP3 Thanks Mark Mark Brittain Remedy Developer, ITILv3 Foundation, CSI NaviSite, Inc. - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315.634.9337 Mobile: 315.882.5360 [cid:image001.gif@01CED16E.BFAD81B0] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
Re: Suppress some notifications
Hi John, Pretty much the answer is no to all your question. The customer or contact the person designated to be listed on the Incident in case an engineer needs to contact that person. Same is true about the email address needing to be valid for manually sending any emails. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J Sent: Friday, October 25, 2013 10:58 AM To: arslist@ARSLIST.ORG Subject: Re: Suppress some notifications ** Mark, Are the Customer*+ and Contact+ the automated user? Can you set the mail address to a non-functional address? Or write a filter to mark the notification Sent as soon as it is created for that specific Customer*+ or Contact+/ Thank you, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Friday, October 25, 2013 10:47 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: EXTERNAL: Suppress some notifications ** Hi All TGIF, I have a requirement for an Incident where under certain conditions, the notification on create and close are not to be sent to the Customer*+ or the Contact+. One option would be to globally disable these notifications at the notification engine level but since this is the exception rather than the rule it would be better if I could just bypass the filter that starts the notification process. A simple go-to would be much easier in this situation and others if they come up. The incidents are being created from a monitoring event though the Incident Interface Create form so active links are not involved in the create process. Close process could either be manual or automated. Anyone know what active link/filter would need to bypass? ARS 7.6.04 SP3 ITSM 7.6.04 SP3 Thanks Mark Mark Brittain Remedy Developer, ITILv3 Foundation, CSI NaviSite, Inc. - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315.634.9337 Mobile: 315.882.5360 [cid:image001.gif@01CED172.AD0AB4C0] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
Re: Suppress some notifications
Hi Sue, That is a very good idea. I would like to do this on the HPD filter that starts the process rather than the NTE filter that actually does the notify because it is used by other applications. Any idea which HPD filter? Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Barber, Sue Sent: Friday, October 25, 2013 11:06 AM To: arslist@ARSLIST.ORG Subject: Re: Suppress some notifications ** You might also be able to limit the email going out based on the user who is creating the tickets. If your event monitor has a specific user that is used to create the tickets, then set the email qualification to not fire if that is the user and the email won't be sent. Sue From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J Sent: Friday, October 25, 2013 10:58 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Suppress some notifications ** Mark, Are the Customer*+ and Contact+ the automated user? Can you set the mail address to a non-functional address? Or write a filter to mark the notification Sent as soon as it is created for that specific Customer*+ or Contact+/ Thank you, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Friday, October 25, 2013 10:47 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: EXTERNAL: Suppress some notifications ** Hi All TGIF, I have a requirement for an Incident where under certain conditions, the notification on create and close are not to be sent to the Customer*+ or the Contact+. One option would be to globally disable these notifications at the notification engine level but since this is the exception rather than the rule it would be better if I could just bypass the filter that starts the notification process. A simple go-to would be much easier in this situation and others if they come up. The incidents are being created from a monitoring event though the Incident Interface Create form so active links are not involved in the create process. Close process could either be manual or automated. Anyone know what active link/filter would need to bypass? ARS 7.6.04 SP3 ITSM 7.6.04 SP3 Thanks Mark Mark Brittain Remedy Developer, ITILv3 Foundation, CSI NaviSite, Inc. - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315.634.9337 Mobile: 315.882.5360 [cid:image001.gif@01CED173.BFFA28D0] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
Solved: Suppress some notifications
Hi Carl Sue Your combined answers were exactly what I was look for. Thanks Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson Sent: Friday, October 25, 2013 11:42 AM To: arslist@ARSLIST.ORG Subject: Re: Suppress some notifications ** Hi, All the ITSM Notifications have the _SetTag appended to the Filter and operate in the 800-900 range. E.g. HPD:INC:NTCustConfirm_851_SetTag Kind Regards, Carl Wilson http://www.missingpiecessoftware.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: 25 October 2013 16:17 To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Suppress some notifications ** Hi Sue, That is a very good idea. I would like to do this on the HPD filter that starts the process rather than the NTE filter that actually does the notify because it is used by other applications. Any idea which HPD filter? Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Barber, Sue Sent: Friday, October 25, 2013 11:06 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Suppress some notifications ** You might also be able to limit the email going out based on the user who is creating the tickets. If your event monitor has a specific user that is used to create the tickets, then set the email qualification to not fire if that is the user and the email won't be sent. Sue From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J Sent: Friday, October 25, 2013 10:58 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Suppress some notifications ** Mark, Are the Customer*+ and Contact+ the automated user? Can you set the mail address to a non-functional address? Or write a filter to mark the notification Sent as soon as it is created for that specific Customer*+ or Contact+/ Thank you, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Friday, October 25, 2013 10:47 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: EXTERNAL: Suppress some notifications ** Hi All TGIF, I have a requirement for an Incident where under certain conditions, the notification on create and close are not to be sent to the Customer*+ or the Contact+. One option would be to globally disable these notifications at the notification engine level but since this is the exception rather than the rule it would be better if I could just bypass the filter that starts the notification process. A simple go-to would be much easier in this situation and others if they come up. The incidents are being created from a monitoring event though the Incident Interface Create form so active links are not involved in the create process. Close process could either be manual or automated. Anyone know what active link/filter would need to bypass? ARS 7.6.04 SP3 ITSM 7.6.04 SP3 Thanks Mark Mark Brittain Remedy Developer, ITILv3 Foundation, CSI NaviSite, Inc. - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315.634.9337 Mobile: 315.882.5360 [cid:image001.gif@01CED17E.8A8DDB00] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
Re: Email Notification Issue
Dinesh, If you are using a static qualification like If Assigned Group = Networking than you can use a hard coded DL in User Name as David describes below. If this is something like If x=y notify the assigned group then you would want to use $Assigned Group$ as the User Name. Then on the Support Group on the Group Notification Setting tab, in the Group Email field, put the DL there. BMC recommends using the DL approach in the Support Group form for groups over 25. If you need to retain the list of email id's for some auditing then I would continue to set those but not use them Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling Sent: Friday, October 25, 2013 12:20 PM To: arslist@ARSLIST.ORG Subject: Re: Email Notification Issue ** Dinesh, If I understand your question: You can just put the name of the group in the notification filter. Remedy will take that send a separate copy of the notice to each member (if there are 50 members, it will make 50 separate emails). If that's a concern, you could alternately use an email distribution list outside of Remedy and have the filter notify that. David David Durling University of Georgia From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Dinesh Kumar Sent: Friday, October 25, 2013 11:34 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Email Notification Issue ** Hi All, Can some one help me how i can send email notification to more people(more that 255 char). We are having few support group, in that there are more than 25 members . We are having one workflow that will collect all the support group members email id and put into one field . If i tried to fire the notification using that field, the email is not going to half of the support group members. I tried using push action to email messages form but that also didn't work , it didn't capture all the user email id, It captured half the user email id . Remedy Version : 7.6.04 SP1 Thanks, Dinesh kumar. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Modifying HPD:HelpDesk Dev Studio
Could it be that the panel is expanding over the field? Can you move the field to someplace like the Date/System tab? Best guess. If it shows up there then it is the panel hiding it. If it still does not appear then it is a permission issue. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris Sent: Wednesday, October 23, 2013 11:15 AM To: arslist@ARSLIST.ORG Subject: Modifying HPD:HelpDesk Dev Studio ** Hi, AR System 7.6.4 / ITSM 7.6.4 Via Dev Studio, I added a field under the Work Info tab on the HPD:HelpDesk form in an overlay. The field is not showing up in MidTier after I cleared the cache and AR Server was restarted. Am I missing a step? When I create new regular forms - the same field displays in the new form in Mid Tier. _ARSlist: Where the Answers Are and have been for 20 years_ This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Template Assignment Flow
Well I don’t think users/managers are going to like any of the auto-assignment options, so that might lead to a business process change. On a similar note, is there a way in a Task Template to set the Assigned Group and Assignee to read the values from the Parent Work Order? As an example, I create a Task Template. Then I create a Work Order and assign it to myself (My Group Me). When I use the template, in the task created the Assigned Group is “My Group” and the Assignee is “Me”. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Tuesday, October 15, 2013 3:20 PM To: arslist@ARSLIST.ORG Subject: Re: Template Assignment Flow ** In order for the task to go to Assigned you need to have an assignee. In order to do that, you will probably need to use the round robin assignment option. Then, you would set up all your tasks in a sequence of 1-5 in the task group. Is that what you're looking for? Sent from my iPhone On Oct 15, 2013, at 2:28 PM, Brittain, Mark mbritt...@navisite.commailto:mbritt...@navisite.com wrote: ** Hi All, I have been experimenting with Tasks/Templates/Group Templates for a good chunk of the day and have not been able to get the desired flow. Basically I want to create a Work Order, use a Task Group Template and then once the Status of the Work Order is set In-Progress, the tasks are assigned one at a time in order without further human intervention. I am doing this with Work Orders but should apply to the other applications. I want to create 5 Task Templates and put them in a Task Group Template, sequenced 1-5. Each Task is for a different Assigned Group and the Assignee is blank. Can’t use the assignment engine to assign to a person. What happens OOB: When the status of Work Order to In-Progress, the Status of the first Task changes to Pending/Assignment and 2-5 are Staged. Then someone has to set the Status to Assigned. Once the first Task is Closed, the second becomes Pending/Assignment and someone has to assign that one out. Same for tasks 3-5. What I need to have happen: When the status of Work Order to In-Progress, the Status of the first Task changes to Assigned and 2-5 are Staged. Then when the first Task is Closed, the second becomes Assigned. Same for tasks 3-5. Is that possible? I would think so and I am just not getting what the guide is saying. ARS 7.6.04 SP3 ITSM 7.6.04 SP3 Thanks Mark This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Template Assignment Flow
Hi All, I have been experimenting with Tasks/Templates/Group Templates for a good chunk of the day and have not been able to get the desired flow. Basically I want to create a Work Order, use a Task Group Template and then once the Status of the Work Order is set In-Progress, the tasks are assigned one at a time in order without further human intervention. I am doing this with Work Orders but should apply to the other applications. I want to create 5 Task Templates and put them in a Task Group Template, sequenced 1-5. Each Task is for a different Assigned Group and the Assignee is blank. Can't use the assignment engine to assign to a person. What happens OOB: When the status of Work Order to In-Progress, the Status of the first Task changes to Pending/Assignment and 2-5 are Staged. Then someone has to set the Status to Assigned. Once the first Task is Closed, the second becomes Pending/Assignment and someone has to assign that one out. Same for tasks 3-5. What I need to have happen: When the status of Work Order to In-Progress, the Status of the first Task changes to Assigned and 2-5 are Staged. Then when the first Task is Closed, the second becomes Assigned. Same for tasks 3-5. Is that possible? I would think so and I am just not getting what the guide is saying. ARS 7.6.04 SP3 ITSM 7.6.04 SP3 Thanks Mark This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Email Workflow Generate HPD Ticket
Hi Kathy, Not knowing your full situation here is an idea, but there may be better. The easiest thing would be to use an email template to the HPD:IncidentInterface_Create form. On this form I would create a field for your keyword (e.g. Provisioning). Then create a filter with an execution order less than 100 run if ‘keyword’ = “Provisioning” set field Assigned Group = “Provisioning Team”. If the proposal is to use a free text email, you would need to push the email from the AR System Email Messages form to a custom Email Staging form, hope the keyword can be parsed out and then push to the HPD:IncidentInterface_Create form. Also if the entry of the keyword is free text then you have to account in your workflow for Provisioning, provisioning, PROVISIONING, etc. This would likely drive you nuts unless you set the case with a set field lower($keyword$). If the input data isn’t predictable, then the output workflow can’t be guaranteed. In such a case I wouldn’t do it. Hope this helps Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris Sent: Tuesday, October 15, 2013 2:29 PM To: arslist@ARSLIST.ORG Subject: Re: Email Workflow Generate HPD Ticket ** ** We are on 7.6.4 AR System/ITSM – is this done through email templates with 7.6.4? I did not see this on the communities – I saw lots of email questions, but not the code specific to building this workflow. If anyone can shed some light on how this can be done, it would be greatly appreciated. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rjustice Sent: Tuesday, October 15, 2013 2:03 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Email Workflow Generate HPD Ticket ** There is a rules based email engine the was released with ARS/ITSM 8 that allows this to be done. The original code may be on communities. Sent from my Verizon Wireless 4G LTE DROID Kathy Morris kathymorris...@aol.commailto:kathymorris...@aol.com wrote: Hi, We have a requirement to generate Incident tickets based on email content. Example: if the email starts with “Provisioning” then automatically route the ticket to the provisioning team. Is this a complex task to do? Would I use the email template workflow or is there a better way to do this? We are hoping to complete this within 1 week – or should we plan on more time for this type of integration? _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Decision Tree not working
The Incident Decision Tree makes sense in a single customer/internal help desk environment, where one tree is used by all. However I have lots of customers and many have their own unique requirement. Doing a KM search would be awkward. It would be better if the user could just select Decision Tree and get the one for the Company listed in the Incident. Any way OOB to make it work this way? Mark From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On Behalf Of Ankita Pankaj [ankita.panka...@gmail.com] Sent: Friday, October 11, 2013 2:05 AM To: arslist@ARSLIST.ORG Subject: Re: Decision Tree not working ** Hi Mark, Tauf is right about RKM has a decision tree which you created, there is still the Incident Management decision tree .Though the name of functionality is same but they serves total different functions. Also if you want to see your knowledge decision tree from Incident go to Funtions- Search Knowledge Base, enter Article ID or any search criteria used in your Knowledge decision tree or you can directly use global search. Let me know if you have any queries on Knowledge Management. Thanks Ankita On Fri, Oct 11, 2013 at 2:14 AM, Tauf Chowdhury taufc...@gmail.commailto:taufc...@gmail.com wrote: ** Mark, Do your folks have company restrictions in their People record or Unrestricted Access? If you have restrictions, go to the Knowledge Record (in this case, a decision tree) and click Visibility Groups (on the left I think). See if you can create a visibility group for -Global- or a specific company for your test case. So after I typed all this, I realized that while good info, you may be looking at the wrong decision tree! Even though RKM has a decision tree which you created, there is still the Incident Management decision tree. I think you are going to the IM decision tree. That needs to be configured in its own area. Let me know if this helps. Sent from my iPhone On Oct 10, 2013, at 4:13 PM, Brittain, Mark mbritt...@navisite.commailto:mbritt...@navisite.com wrote: ** Hi All, Venturing into Knowlege Management, after reading the User and Admin guides, I created and publisked a decision tree. If I use the the global search on the overview console I can locate and use the tree. If I go to an Incident Advanced Functions Decision Tree. I get the following error Unable to find a Decision Tree for this customer. The Decision Tree Window will now close. (ARNOTE 45124). The customer in the tree is the same as in the Incident. I have also tried setting the tree to -Global- and get the same result. What am I missing? ARS 7.6.04 SP3 ITSM 7.6.04 SP3 Thanks Mark This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Another Mid-tier cache question
Sync cache is disabled/grayed out so the only option I have is Flush Cache. From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza [jdso...@shyle.net] Sent: Thursday, October 10, 2013 5:13 PM To: arslist@ARSLIST.ORG Subject: Re: Another Mid-tier cache question ** Like LJ said its best left off on production as your changes to Production if your company follows a proper change process is minimal. And you Sync the cache whenever there is a genuine change in the cache. Joe From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of ravi rai Sent: Thursday, October 10, 2013 5:07 PM To: arslist@ARSLIST.ORG Subject: Re: Another Mid-tier cache question LJ, We do Quarterly releases.After each release we do manual flush Cache . Is is safe to turn this option off. It might resolve cache corruption issues which we encounter almost every alternate week Ravi Date: Thu, 10 Oct 2013 14:57:48 -0600 From: lj.longw...@gmail.com Subject: Re: Another Mid-tier cache question To: arslist@ARSLIST.ORG ** Mark, I agree with Joebut look at it this waythis check box tells the Mid-Tier server to periodically check your Remedy server for definition changes. How often are definition changes made in your production server?Weekly? Monthly? Quarterly? You likely don't need an automated 'check' to be turned on in production as it doesn't change very often...and when it does, you can manually hit the 'sync' button. Regarding the app server being behind a load balancer...no, that won't affect things because regardless of which app node the mid-tier gets the cache from, it should be 'correct' :) On Thu, Oct 10, 2013 at 2:45 PM, Joe D'Souza jdso...@shyle.netmailto:jdso...@shyle.net wrote: ** I won’t pretend to answer this question for you – but this is my guess.. From what it looks like, this functionality performs a periodic check on the AR Server, to check for changes in definitions, and collects that information. This will in my opinion have some impact on performance. So as long as that interval is relatively high, and set in such a way that it occurs in periodic cycles when users are usually not online, it should be fine. My guess is that when this box is checked and the interval is defined, there is probably a definition check that happens that instant, followed next by the interval that is defined. So if this is done lets say at 11:00 PM when most users are usually offline in that time zone, and the interval is set for 86400 for the next check to happen at 11:00 PM the next night, you might not have too much to worry about. I would however not be comfortable doing it every few minutes, as it MAY impact the performance of that particular mid-tier server in that load balanced configuration.. Cheers Joe From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Thursday, October 10, 2013 4:34 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Another Mid-tier cache question Hi All, Is it safe to use Definition Change Check (Peform Check) with load balancers? When the dev and production ITSM servers were installed Perform Check was no selected. Don't know why it was done that way. Later when I applied a patch to the mid-tier servers, BMC Support said I should select Perform Check. I did this on the development server which has one ar server, one mid-tier and no load balancers, but did not select Perform Check on production which is a VIP load balanced to two mid-tiers which are load balanced to two ars servers in a server group. Particularly with small changes I really like using change check/perform check on dev and would like to use on the production servers. Since I don't know why this was not originally set up that way I figured I would ask the group first. ARS 7.6.06 SP3 Mid-Tier 7.6.06 SP4 Thanks Mark _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject
Decision Tree not working
Hi All, Venturing into Knowlege Management, after reading the User and Admin guides, I created and publisked a decision tree. If I use the the global search on the overview console I can locate and use the tree. If I go to an Incident Advanced Functions Decision Tree. I get the following error Unable to find a Decision Tree for this customer. The Decision Tree Window will now close. (ARNOTE 45124). The customer in the tree is the same as in the Incident. I have also tried setting the tree to -Global- and get the same result. What am I missing? ARS 7.6.04 SP3 ITSM 7.6.04 SP3 Thanks Mark This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Another Mid-tier cache question
Hi All, Is it safe to use Definition Change Check (Peform Check) with load balancers? When the dev and production ITSM servers were installed Perform Check was no selected. Don't know why it was done that way. Later when I applied a patch to the mid-tier servers, BMC Support said I should select Perform Check. I did this on the development server which has one ar server, one mid-tier and no load balancers, but did not select Perform Check on production which is a VIP load balanced to two mid-tiers which are load balanced to two ars servers in a server group. Particularly with small changes I really like using change check/perform check on dev and would like to use on the production servers. Since I don't know why this was not originally set up that way I figured I would ask the group first. ARS 7.6.06 SP3 Mid-Tier 7.6.06 SP4 Thanks Mark This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Issue with certificates
Hi All, I am trying to set up a web service using SSL and have not been able to get it to work. I followed the instructions How to configure the AR System web services (version 7.6 and 8.x) I have loaded the certificate on my laptop where I have developer studio, and the AR Server, and restarted both. The CN in the certificate matches the server name. The URL that I am attempting to load works in a browser. https://myserver.min.navisite-int-net:8443/services/1.0/internalservice?wsdl When I try to load the URL in the field I get the following error java.security.cert.CertificateException: No name matching myserver.min.navisite-int.net found Best I can tell I have done everything right. Any suggestions or advice would be greatly appreciated. ARS 7.6.04 SP3 Thanks Mark Mark Brittain Remedy Developer ITILv3 Continual Service Improvement NaviSite – A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-634-9337 Mobile: 315-882.5360 [cid:image001.gif@01CEC417.AB1F2500] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
Re: BMC Customer Support
Can't find the education folks either. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of pritch Sent: Wednesday, October 02, 2013 3:13 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Customer Support somehow that doesn't surprise me. next you'll tell me the sales or support reps are nowhere to be found. - Original Message - From: Kathy Morris kathymorris...@aol.com To: arslist@ARSLIST.ORG Sent: Wednesday, October 2, 2013 1:41:17 PM Subject: Re: BMC Customer Support I sent an email to the BMC manager listed at the bottom of the email expressing our concerns, and Manager never responded. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of pritch Sent: Wednesday, October 02, 2013 1:29 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Customer Support Two options I can think of ... At the bottom of their support emails there is usually a comment about contacting the support mgr. Might need to go up one level at a time. If you have a sales or BMC rep you can try to get through via that avenue. and (since I try to put a bit of levity into everything) of course there is also mitt.rom...@baincapital.com - Original Message - From: Kathy Morris kathymorris...@aol.com To: arslist@ARSLIST.ORG Sent: Wednesday, October 2, 2013 12:10:01 PM Subject: Re: BMC Customer Support ** We would prefer to have our SVP speak with BMC Sr. Management directly. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hullule, Kiran Sent: Wednesday, October 02, 2013 12:09 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Customer Support ** Hi Kathy, Would you mind sharing BMC Support Ticket ID that you are dealing with BMC support, so that I can take it forward to BMC Support management. Thank you, Kiran From: Action Request System discussion list(ARSList) [ mailto:arslist@ARSLIST.ORG ] On Behalf Of Kathy Morris Sent: Wednesday, October 02, 2013 9:35 PM To: arslist@ARSLIST.ORG Subject: BMC Customer Support ** Hi, Does anyone know who we can contact on a Sr. Management level at BMC regarding technical support? We are not happy at all with the level of support we are receiving. If you like, you contact me directly for any recommendations. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Work Orders - Total Time
HI All, In the Work Order is there any time functionality like in the Incident or Change? I could not any field like 'Total Time Spent' in the Work Order but did find it as not-in-view field in the WOI:Work Info. The field is also a hidden column is the Work Order Work Info table. Would prefer to use what is already there rather than create something new. If not, has anyone implemented a time tracking n Work Orders? ITSM 7.6.04 SP3 Thanks Mark Mark Brittain Remedy Developer ITILv3 Continual Service Improvement NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-634-9337 Mobile: 315-882.5360 [cid:image001.gif@01CEBDEE.ED7A3B80] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
Ad hoc Task sequencing.
Hi All TGIF, Typically it is Friday afternoon when things get quiet and I have the opportunity to dig a little deeper into how ITSM works under the hood. Today the topic is ad hoc tasks and sequencing. If I create a task, it gets assigned Sequence 1. If I create another task, it gets assigned Sequence 2. Task 2 only gets assigned after task 1 is closed. This is pretty cool but is not always what I want to do. In some cases I might want both task out at the same time so they should both be Sequence 1. Or I might have realized that the second task I created needs to be completed first. So the question is: how do you manage the sequencing on a ad hoc task? Either as a default or at runtime. I have been through the documentation and Customer Config and have not stumbled upon the answer. ARS 7.6.04 SP3 ITSM 7.6.04 SP3 Thanks Mark Mark Brittain Remedy Developer ITILv3 Continual Service Improvement NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-634-9337 Mobile: 315-882.5360 [cid:image001.gif@01CEB616.E5DDFEF0] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
Re: SSL consuming a web service
Hi Joe, At this point I have not imported the certificate anywhere and understand the certificate needs to be imported to the AR Server. Looking for instructions on how to import the certification and if any config changes are needed. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza Sent: Tuesday, September 10, 2013 1:36 AM To: arslist@ARSLIST.ORG Subject: Re: SSL consuming a web service ** You need to import the certificate on the AR Servers that will fire the filters to consume the web service. Not the mid-tier servers associated with the AR Server. Consumption of a web service is done using the web service plugin and not the mid-tier. So if you had imported that certificate on the mid-tier server, the AR Server has no way of using that certificate. Joe From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Monday, September 09, 2013 4:53 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: SSL consuming a web service HI All, This is one I have not done before and the documentation I have run across is conflicting and confusing. What I need to do is create a Set Field filter using a web service to a server using SSL. When I try to load the URL I get an error URI not foundjava.security.cert.CertificateException:No subject alternative names present. So that is telling me I need to load the certificate but I have no ideawhere to load it and what changes need to be made. Any suggestions would be greatly appreciated. ARS 7.6.04 SP3 Linux 5 ES Thanks Mark Mark Brittain Remedy Developer ITILv3 Continual Service Improvement NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-634-9337 Mobile: 315-882.5360 [cid:image001.gif@01CEAE01.CB978BF0] _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
SSL consuming a web service
HI All, This is one I have not done before and the documentation I have run across is conflicting and confusing. What I need to do is create a Set Field filter using a web service to a server using SSL. When I try to load the URL I get an error URI not foundjava.security.cert.CertificateException:No subject alternative names present. So that is telling me I need to load the certificate but I have no ideawhere to load it and what changes need to be made. Any suggestions would be greatly appreciated. ARS 7.6.04 SP3 Linux 5 ES Thanks Mark Mark Brittain Remedy Developer ITILv3 Continual Service Improvement NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-634-9337 Mobile: 315-882.5360 [cid:image001.gif@01CEAD79.9805AD40] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
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.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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org Where the Answers Are, and have been for 20 years _ARSlist: Where the Answers Are and have been for 20 years_ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: require numerical values
Ron, What LENGTHC does is count the number of characters in the referenced field and then that number in another field like this First filter (or AL) Set Field Count LENGTHC(ButtonField) Second Filter (or AL) Run If Count !=6 Error Message From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Young, Ronald P. Sent: Thursday, August 29, 2013 9:50 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttps://urldefense.proofpoint.com/v1/url?u=http://www.arslist.orgk=k4uTPtKceKyJbrKTKO%2FDpA%3D%3D%0Ar=acCMp2P5cctjq7hCkmdL%2Bd8SmbryZFsEdaDSOrjVCWM%3D%0Am=BBR1%2FyS9b7REQPFnvlRM08B9tR0cXqWVeGflSAV8FHc%3D%0As=172dfabc2cba24efcb8aceb1a10d17a651b1e404dcec0b020fda95caa1fce33a Where the Answers Are, and have been for 20 years _ARSlist: Where the Answers Are and have been for 20 years_ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Where are the spreadsheets?
Hi All, I'm back again with another I should already know this question. I need to load a couple of companies and can't find the spreadsheets to do it. I have looked in the Data Management Tool and don't see it there. The Data Management Admin Guide assumes you have the spreadsheets. ARS 7.6.04 SP3 ITSM 7.6.04 SP3 Linux 5 Thanks Mark Mark Brittain Remedy Developer ITILv3 Continual Service Improvement NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-634-9337 Mobile: 315-882.5360 [cid:image001.gif@01CEA4A7.2D1CA9F0] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
Re: Where are the spreadsheets?
The first go is a couple of companies to go through the process and then do a bulk upload of several hundred. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Gritz,Melissa Dampier Sent: Thursday, August 29, 2013 11:24 AM To: arslist@ARSLIST.ORG Subject: Re: Where are the spreadsheets? ** If its only a couple of companies you can manually put them in the through the app admin console... Best Regards, Melissa Gritz From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Thursday, August 29, 2013 11:12 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Where are the spreadsheets? ** Hi All, I'm back again with another I should already know this question. I need to load a couple of companies and can't find the spreadsheets to do it. I have looked in the Data Management Tool and don't see it there. The Data Management Admin Guide assumes you have the spreadsheets. ARS 7.6.04 SP3 ITSM 7.6.04 SP3 Linux 5 Thanks Mark Mark Brittain Remedy Developer ITILv3 Continual Service Improvement NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-634-9337 Mobile: 315-882.5360 [cid:image001.gif@01CEA4AA.73A4D160] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
Customize Email From
Hi All, Is there an easy way to configure different from addresses when sending a manual email from an Incident or Change? Of course there is a default from address in the mailbox configuration and for automated emails (Create/Closed/Assigned, etc). However in situations where a manual email is sent, the address needs to be different. Might be from the user or from another address. I have looked at the documentation, and have run the active link and filter logging. Not finding it. ARS 7.6.04 ITSM 7.6.04 Mark Mark Brittain Remedy Developer ITILv3 Continual Service Improvement NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-634-9337 Mobile: 315-882.5360 [cid:image001.gif@01CEA24D.C5185210] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
Re: Customize Email From
Hi LJ, I can modify the NTE:NTS:Email_200_anual_NT filter to have a custom from address which is painless. That will get me past this requirement. If I need to have multiple custom from addresses like I had is ARS 6.3, that will be a bit of work. Thanks Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj Sent: Monday, August 26, 2013 11:23 AM To: arslist@ARSLIST.ORG Subject: Re: Customize Email From ** Mark, I know that you can define which outgoing email box you want to use when sending, either through push to the email form, or via notify action...but I don't know if there is a provision for it OOTB. On Mon, Aug 26, 2013 at 9:18 AM, Brittain, Mark mbritt...@navisite.commailto:mbritt...@navisite.com wrote: ** Hi All, Is there an easy way to configure different from addresses when sending a manual email from an Incident or Change? Of course there is a default from address in the mailbox configuration and for automated emails (Create/Closed/Assigned, etc). However in situations where a manual email is sent, the address needs to be different. Might be from the user or from another address. I have looked at the documentation, and have run the active link and filter logging. Not finding it. ARS 7.6.04 ITSM 7.6.04 Mark Mark Brittain Remedy Developer ITILv3 Continual Service Improvement NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-634-9337 Mobile: 315-882.5360 This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Create Related Request
HI All, Sometimes when a user opens a Change and the selects from the Quick Action pane Create Related Request Infrastructure Change poof! New (related) Change is created. Other times Quick Action pane Create Related Request Infrastructure Change nothing happens. I can replicate the nothing happens but I can't find any indication as to why it don't work. I have checked the active link logs and there aren't any errors in the log. Like chasing a ghost. Don't want go to BMC Support because all I get is send us the logs and we don't see a problem. Any suggestions greatly appreciated. ARS 7.6.04 SP3 ITSM 7.6.04 SP3 Mark Mark Brittain Remedy Developer ITILv3 Continual Service Improvement NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-634-9337 Mobile: 315-882.5360 [cid:image001.gif@01CE9F50.38EAE000] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
Tool Tips and Assigned Person
Hi All, Here I have a case where the users want in the new, as it was in the old. In our 6.3 implementation, in the Assigned Person field you can type in part of person's name, and press enter. If there is only one match then the Assigned Group and Person get populated. If there are multiple matches then a list is displayed with the Assigned Person and Groups. In ITSM 7.6 you have to know the group before you can assign the person. What I would like to do is implement something similar to what I described above. As such I was thinking it would be cool if it worked the same way as Customer or Contact in the Incident using tooltips. Running AC logs I can see there is a Set Fields and a Message action that does this. The Set field uses a TEMPLATE(HPDCustomerTooltip.html, ...). Any of the documentation is real lean on tool tips of the TEMPLATE function. Where does the HTML doc get stored? Is this something like email templates? If anyone can point me in the right direction or has done something like this before, and information or suggestions would be greatly appreciated. Thanks Mark Mark Brittain Remedy Developer ITILv3 Continual Service Improvement NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-634-9337 Mobile: 315-882.5360 [cid:image001.gif@01CE9E75.BBEBFB50] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
Activating a button thru workflow
HI All, IS there a way to press a button using an active link? On the Work Order I need to have workflow either activate the z3Btn_CreateWorkInfoLessMode or place those same active links in an active link guide. Thinking if I could just automate pressing the button that would be easier. ITSM 7.6.04. Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-634-9337 Mobile: 315-882.5360 [cid:image001.gif@01CE9417.ED71F430] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
Companies Unrestricted Access
HI All, Working with 6.3 we have a homegrown Trouble Ticket and Change Request. Anyone in the company with a Remedy account and a write license can see any TT/CR and modify any regardless of assignment. Currently we are moving to ITSM 7.6.04 which is a significant change for us. AS you probably have already guessed some of the challenges for my users is trying to maintain old work habits on a new system. The Tier 1 NOC has ownership over all Incidents so of course they have unrestricted access to all of the Incidents. When the incident is assigned out to a tier 2 group, members of that group also have access to the incident. The CRM's state that they require write access to the incidents even when the incident is not owned or assigned to the CRM group. My original thought was to give the CRM's the Application Permission - Incident Master and restrict access to their customer companies. Works good. Then the CRM's said they also needed access to the operating company. So I tried that in dev, adding the operating company (NaviSIte) to the restriction list. Appears to work fine in the Overview Console but all customers appear in the Incident Console or when doing a search on a field other than company all customer appear and have unrestricted access. One suggestion was to modify NaviSite so it is an operating company and a customer. First I am not sure if it can be done, or if this would invoke the restriction. So I thought I would check with the group before giving this a try. Also if anyone has run into this before, how did you solve it? ITSM 7.6.04 SP3 Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-634-9337 Mobile: 315-882.5360 [cid:image001.gif@01CE9435.E52D1E80] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
Required Work Info entry on Completed
Hi All TGIF, On the Work Order I have a requirement that a Work Info Notes entry is required when the Status is set to Completed or Closed. If the user just made an entry it doesn't make sense they make another. So my thought is to use a guide to walk through Work Info table and if the Submit Date column is blank or the most recent Submit Date is older than maybe 5 minutes throw an error message. Might have to do something like if Submit Date ($TIMESTAMP$ - 60*5), set field and then if the field is blank throw the error. However if I could do it without the set field that would be better ITSM 7.6.04 Any ideas greatly appreciated. Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-634-9337 Mobile: 315-882.5360 [cid:image001.gif@01CE8F8A.217779E0] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
Automate Change Work Info Notes
Hi All, In Remedy 6.3 we have a Change Request with a maintenance tab. On that tab are the fields: Implementation Plan, Risk Advanced Testing, Test Plan, Acceptance Plan and Rollback. I also have workflow in place to force the users to fill out these fields. Now that we have moved to ITSM 7.6.04 I need to implement something similar but would prefer not to add these fields if I really don't have to do so. In the Work Info Notes there are Work Info Types Such as Install Plan, Test Plan and Backout Plan. One thought is that if certain conditions are met, a set of filters would create the Work Info Notes. Anyone done something like this? If so how did you do it and what was the condition that executed the Work Order Notes creation? Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-634-9337 new Mobile: 315-882.5360 [cid:image001.gif@01CE8EA9.3EA522B0] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
AR System Sample Application
Hi All, I know this will be up for the best dumb question award at the RUG. How do I hide the AR System Sample Application on the console? I am sure this is incredibly simple but I have not stumbled upon it yet. On a similar note I want to hide the Request Entry under Applications Service Request Management. How do I do that? ITSM 7.6.04 SP3 Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-634-9337 Mobile: 315-882.5360 [cid:image001.gif@01CE8EC6.11091600] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
Work Orders Assignee Error
Hi All, I am setting up the Work Order Assignee role for users and ran into a problem for a large group. After I had assigned the role to about 60 users I got the error Max Size 512 AP:Role Member List. Looking at the AP Role form I can see that every time I added someone to the role their username was placed in the Member List field which does have a limit of 512. I don't plan on using approvals on the Work Order and need to assign the role to the other 40 group members. Has anyone run into this and if so what did you do? ARS 7.6.04 SP3 ITSM 7.6.04 SP3 Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 [cid:image001.gif@01CE7D77.19CABBA0] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
Submit Date out of Sequence
HI All, I have a situation that occasionally occurs during peak submit periods. On two incidents the Incident ID and entry id are in sequence but the Submit dates are not in sequence. I have a VIP to two mid-tiers which are load balanced to 2 AR Servers in a server group. Both AR servers use the same Oracle database. The submits use the Incident Interface Create form either from a web service or an email. The web service passes through the VIP and the email goes to a mailbox on the first server in the group. Any suggestions on what might be the cause, what to check and maybe to change? Incident #INC00017563, entry id INC00015438 Submit Date 6/17/2013 1:30PM - Submitted via web service Incident #INC00017771, entry id INC00015557 Submit Date 6/17/2013 1:28PM - Submitted via email ARS 7.6.04 SP3 ITSM 7.6.04 SP3 LINUX 5 Oracle 11 Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 [cid:image001.gif@01CE77E4.4CD04710] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
Strange create date behavior
HI All, I have two ARS server in a server group and one database server. I have incidents being created from a web service and an email template. Both types of requests are processed through the IncidentInterface_Create form. The Incident Number and the Entry ID are sequences in the same order but the Submit Date is not as shown below. There were about 120 incidents created in a span of two minutes and I wouldn't think it would matter. Only thing I could think my be the cause is the time on the two AR Servers are not in sync. Has anyone seen this before? Incident #INC00017563, db record id INC00015438 Create Date 6/17/2013 1:30PM Incident #INC00017771, db record id INC00015557 Create Date 6/17/2013 1:28PMl ARS 7.6.04 SP3 Oracle 11. Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 [cid:image001.gif@01CE6B72.89D00C00] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
Re: Work Order Console issue
Hi Akshay, I will take a look at your recommendation and see if it is better than what I can up with. Basically I defaulted the Location Company to the company all user belong, the Operating Company. Now the WO display in the console but I may have caused other issues yet uncovered :) Thanks Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of itsm.support Sent: Friday, June 14, 2013 12:45 AM To: arslist@ARSLIST.ORG Subject: Re: Work Order Console issue ** Hi Mark, Please check below details for your issue: Cause: When we open WO Console, an Active Link 'WOI:WOC:ServiceCall_0_Initialized' sets COMPANY field with value of company name of user currently logged in (in our case - Company A). Click 'More Filters' link on WO Console RHS top. Click the contacts tab and check the Company Name in field Company (Requested By section) [cid:image001.png@01CE68DC.87CD36F0] When you clear this field and click on Apply (you can also click on Clear All button directly besides Apply), the Work Order Ticket for Company B will reflect in the WO Console table. However, there is a defect in this too. When you select another company in the drop-down list, no value appears on the WO console. This is because of an Active Link which builds the qualification for the WO Console Table field. The ACTL name is 'WOI:WOC:AdvancedQBE_Build_RQBCompany'. Changes required: ACTL Name : WOI:WOC:AdvancedQBE_Build_RQBCompany Action: Set Fields Value Field: Old value -(($z1D_AdvancedQBE$ + AND 'Company' = ) + $Company$) + Corrected Value -(($z1D_AdvancedQBE$ + AND 'Customer Company' = ) + $Company$) + This will resolve the issue. -- Regards, Akshay Vyom Labs Pvt. Ltd. BSM Solutions Services || ITIL Consulting Training Email: [hidden email]http://ars-action-request-system.1093659.n2.nabble.com/user/SendEmail.jtp?type=nodenode=7583733i=0 || Web Site: www.vyomlabs.comhttp://www.vyomlabs.com Follow Vyom Labs http://twitter.com/#!/vyomlabshttp://twitter.com/#%21/vyomlabs || http://www.linkedin.com/company/vyom-labs From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Tuesday, June 11, 2013 9:30 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Work Order Console issue ** Hi All, I am attempting to create Work Orders on a scheduled basis. I have a form that holds the company, work to be done and when the Work Order is to be created. Then I have an escalation that creates the Work Order. This part works fine and the Work Order is displayed in the Overview Console. If I created the Work Order for the Operating Company it also appears in the Work Order Console. If I create the Work Order for a Customer Company the WO does not appear in the WO Console. I have printed out the work orders and compared field by field and can't find any significant difference other than the Assignee Groups (112) which may have the company group number or some random group number. In the case of the Operating Company I got a random number, Customer Companies were hit and miss on company group number or random. Any thoughts ideas would greatly be appreciated. ARS 7.6.04 SP3 ITSM 7.6.04 SP3 Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 [cid:image002.gif@01CE68DC.87CD36F0] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.pnginline: image002.gif
Re: Create Date later than $TIMESTAMP$ from filters
I seem to recall I had a similar problem a while back and the solution I came up with was to use business time based on the create date. Might work for you. $PROCESS$ Application-Bus-Time-Add $Create Date$ 0 0 Business Time Holidays Business Time Workdays Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Westbrock Sent: Thursday, June 13, 2013 2:01 PM To: arslist@ARSLIST.ORG Subject: Re: Create Date later than $TIMESTAMP$ from filters Good point, I realized after I sent my reply that the previous problem was using active links and not filters. I will have to check out the total filter count for that form since I hadn't looked at that yet. -Rick ___ Rick Westbrock QMX Support Services -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Thursday, June 13, 2013 9:51 AM To: arslist@ARSLIST.ORG Subject: Re: Create Date later than $TIMESTAMP$ from filters As you are working with Filters the time zone will not be an issue (as you are processing the keyword on the server in both cases) I only noticed it when I had a form with a lot of Filters that took a while to process Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Westbrock Sent: Thursday, June 13, 2013 11:17 AM To: arslist@ARSLIST.ORG Subject: Re: Create Date later than $TIMESTAMP$ from filters ** Interesting! I will have to give that a try. The problem doesn't happen to all first-call resolution tickets but I don't know what percentage of them have this problem so it might take a while to replicate in the test environment. I am not sure if that would cause problems if the user is in a different time zone than the server; the only reason I mention that is we had resolved a totally unrelated issue by switching keywords like that due to the time zone difference. -Rick ___ Rick Westbrock QMX Support Services -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Wednesday, June 12, 2013 20:28 PM To: arslist@ARSLIST.ORG Subject: Re: Create Date later than $TIMESTAMP$ from filters ** One thing I have seen is $TIMESTAMP$ is only set at the beginning of the filter cycle. If you want the real time inside a filter you need to use $SERVERTIMESTAMP$ Fred From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Westbrock Sent: Wednesday, June 12, 2013 3:57 PM To: arslist@ARSLIST.ORG Subject: Create Date later than $TIMESTAMP$ from filters ** In light of the other thread about Create Date vice Modified Date I ran into something along similar lines today an wondered if anyone else has seen something similar. We have a set of filters that put $TIMESTAMP$ into date/time fields, one per status value (i.e. if there are five different status values there will be five date/time fields). The qualifications on the filters are such that if the status changes to that value (i.e. if ticket changes to status value 2 then the Status 2 Date/Time field is used) and sets $TIMESTAMP$ into the corresponding date/time field. The strange behavior that I am seeing is that these status date/time values are all exactly one second older than the value in the core Create Date field. My assumption is that $TIMESTAMP$ is evaluated during the filter processing but the Create Date field is not populated by the server until probably the very instant before the record is actually committed to the database; if filter processing takes too long then the clock might tick over into the next second. Has anyone else run into this dilemma? It is only a problem for me because in reporting any tickets that have say the Work In Progress date/time less than the Create Date field then it is out of compliance and we have to massage the data for multiple tickets after the fact. In a recent check I found that there were 796 records where the status date/time fields were less than the Create Date but only four of them were more than one second older (obviously due to unrelated issues). The obvious quick dirty fix for this (which may not be optimal) is to modify the filters to set the status date/time fields to $TIMESTAMP$ + 1 so that they either match the Create Date or might possibly be one second later but I wanted to investigate the root cause before touching any existing code. -Rick ARS 7.6.04 SP2/Windows/MS-SQL ___ Rick Westbrock QMX Support Services ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years Important:
Web Service filter error
Hi All, I was attempting to create a set field web service filter. When I attempted to load the WDSL I got the following error: Failed to initialize JRE and internal java module (ARERR 7017) Error loading: C:\Program Files\Java\jre7\bin\client\jvm.dll Never seen this before the error guide and configuration guide were not very useful. Any ideas on what might be the cause and fix? ARS 6.3 patch 20 Mid-tier 6.3 patch 20 Admin tool 6.3 patch 20 SunOS 5.9 Oracle 9.2 Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 [cid:image001.gif@01CE668E.888EC450] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
Re: Web Service filter error
Java version 1..4.2._05 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj Sent: Tuesday, June 11, 2013 10:42 AM To: arslist@ARSLIST.ORG Subject: Re: Web Service filter error ** If you run a 'java -version', what is your output? On Tue, Jun 11, 2013 at 8:39 AM, Brittain, Mark mbritt...@navisite.commailto:mbritt...@navisite.com wrote: ** Hi All, I was attempting to create a set field web service filter. When I attempted to load the WDSL I got the following error: Failed to initialize JRE and internal java module (ARERR 7017) Error loading: C:\Program Files\Java\jre7\bin\client\jvm.dll Never seen this before the error guide and configuration guide were not very useful. Any ideas on what might be the cause and fix? ARS 6.3 patch 20 Mid-tier 6.3 patch 20 Admin tool 6.3 patch 20 SunOS 5.9 Oracle 9.2 Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Web Service filter error
1.4.2 is what's on the server and 1.7 is what's on my workstation. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj Sent: Tuesday, June 11, 2013 11:06 AM To: arslist@ARSLIST.ORG Subject: Re: Web Service filter error ** ok...that's really weird that your java version is 1.4.2, but the other error is referring to the 1.7 JRE. On Tue, Jun 11, 2013 at 8:57 AM, Brittain, Mark mbritt...@navisite.commailto:mbritt...@navisite.com wrote: ** Java version 1..4.2._05 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj Sent: Tuesday, June 11, 2013 10:42 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Web Service filter error ** If you run a 'java -version', what is your output? On Tue, Jun 11, 2013 at 8:39 AM, Brittain, Mark mbritt...@navisite.commailto:mbritt...@navisite.com wrote: ** Hi All, I was attempting to create a set field web service filter. When I attempted to load the WDSL I got the following error: Failed to initialize JRE and internal java module (ARERR 7017) Error loading: C:\Program Files\Java\jre7\bin\client\jvm.dll Never seen this before the error guide and configuration guide were not very useful. Any ideas on what might be the cause and fix? ARS 6.3 patch 20 Mid-tier 6.3 patch 20 Admin tool 6.3 patch 20 SunOS 5.9 Oracle 9.2 Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Web Service filter error
Oh, ok, here it is. Microsoft Windows XP [Version 5.1.2600] (C) Copyright 1985-2001 Microsoft Corp. C:\Documents and Settings\mbrittainjava -version java version 1.7.0_21 Java(TM) SE Runtime Environment (build 1.7.0_21-b11) Java HotSpot(TM) Client VM (build 23.21-b01, mixed mode, sharing) C:\Documents and Settings\mbrittain From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj Sent: Tuesday, June 11, 2013 11:32 AM To: arslist@ARSLIST.ORG Subject: Re: Web Service filter error ** I was looking for that command to be run on the machine generating the error On Tue, Jun 11, 2013 at 9:21 AM, Brittain, Mark mbritt...@navisite.commailto:mbritt...@navisite.com wrote: ** 1.4.2 is what's on the server and 1.7 is what's on my workstation. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj Sent: Tuesday, June 11, 2013 11:06 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Web Service filter error ** ok...that's really weird that your java version is 1.4.2, but the other error is referring to the 1.7 JRE. On Tue, Jun 11, 2013 at 8:57 AM, Brittain, Mark mbritt...@navisite.commailto:mbritt...@navisite.com wrote: ** Java version 1..4.2._05 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj Sent: Tuesday, June 11, 2013 10:42 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Web Service filter error ** If you run a 'java -version', what is your output? On Tue, Jun 11, 2013 at 8:39 AM, Brittain, Mark mbritt...@navisite.commailto:mbritt...@navisite.com wrote: ** Hi All, I was attempting to create a set field web service filter. When I attempted to load the WDSL I got the following error: Failed to initialize JRE and internal java module (ARERR 7017) Error loading: C:\Program Files\Java\jre7\bin\client\jvm.dll Never seen this before the error guide and configuration guide were not very useful. Any ideas on what might be the cause and fix? ARS 6.3 patch 20 Mid-tier 6.3 patch 20 Admin tool 6.3 patch 20 SunOS 5.9 Oracle 9.2 Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Work Order Console issue
Hi All, I am attempting to create Work Orders on a scheduled basis. I have a form that holds the company, work to be done and when the Work Order is to be created. Then I have an escalation that creates the Work Order. This part works fine and the Work Order is displayed in the Overview Console. If I created the Work Order for the Operating Company it also appears in the Work Order Console. If I create the Work Order for a Customer Company the WO does not appear in the WO Console. I have printed out the work orders and compared field by field and can't find any significant difference other than the Assignee Groups (112) which may have the company group number or some random group number. In the case of the Operating Company I got a random number, Customer Companies were hit and miss on company group number or random. Any thoughts ideas would greatly be appreciated. ARS 7.6.04 SP3 ITSM 7.6.04 SP3 Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 [cid:image001.gif@01CE6699.C106A270] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
Re: 6.3 upgrade options?
Hi Dave, Have you considered leaving 6.3 behind? Trying to move from ARS 6.3 and Oracle 9 not to mention the server hardware and OS, involves stepping through the versions. Not that building new in 7.6 would be an easy task but in the long run might be the better way to go. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Dave Barber Sent: Friday, June 07, 2013 12:14 PM To: arslist@ARSLIST.ORG Subject: Re: 6.3 upgrade options? ** The grey hairs are coming along in leaps and bounds here, which is why I casually suggested to management that we upgrade the 6.3 server to something that we know tends to work with the 7.6.04 client. 4.5 is the server that needs to be decomissioned, resetting a password on there causes every client after v7 to crash. On 7 June 2013 16:05, Campbell, Paul (Paul) p...@avaya.commailto:p...@avaya.com wrote: ** I have seen issues where the Windows User tool crashes as well, I seem to see it more when doing GUI related activates, like clicking in a field, or trying to click and drag to select the value in a field, and doing a copy to new and clicking in a field to change data. The User tool just disappears, no error, nothing in the Event logs, nothing, just exits. I am thinking it is something with my 7.6.04 WUT and a MSVC dll compatibility. We are a 100% custom app shop, no OOTB box apps. It only happens to me, but on 2 different machines. Trying to figure out what is causing this is causing me more than a few gray hairs since it seems to happen at the worse times. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Dave Barber Sent: Friday, June 07, 2013 10:06 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: 6.3 upgrade options? ** All, We have a legacy Remedy 6.3 application, and since we upgraded all of our clients to 7.6.04 for our primary incident applications (server soon to be upgraded, its currently on 7.0.1) we've experienced some unexpected behaviour (client crashing). There are a few options - take the application on the 6.3 platform to the primary incident platform, drop the application for something out of the box (ie. SRM) or in the shorter term upgrade the server from Remedy 6.3 Database is Oracle 9, I'm thinking that in the shorter term a sensible approach would be to upgrade the 6.3 install to 7.0.1. Shouldn't be any issues with this, should there? No application changes, licensing shouldn't be an issue. Just a quick install of 7.0.1, shouldn't take long :) Regards Dave _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Open Windows Explorer from a Remedy Form
Need to include the complete and well-formed URL including the http in order for it to work. Partial URL's may work in the client but not through the mid-tier (pg 275 -7.6 Workflow Objects Guide but should be the same on 8.1) PERFORM-ACTION-OPEN-URL http://myserver/network/changetemplates/mypage.html Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Wednesday, June 05, 2013 11:39 AM To: arslist@ARSLIST.ORG Subject: Re: Open Windows Explorer from a Remedy Form ** Have you tried PERFORM-ACTION-OPEN-URL new \\SERVER\Network\ChangeTemplatesfile:///\\%3cSERVER%3e\Network\ChangeTemplates ? From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra Sent: Wednesday, June 05, 2013 8:26 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Open Windows Explorer from a Remedy Form ** Windows 2008 r2 Oracle 11g ARS 8.1 ITSM 8.1 We have a need to open Windows Explorer from a CHG ticket so that the user has access to all of the change documents, i.e.Scope, PMP, BCA templates. Back in the WUT days, I would have added a button and created an Active Link with a Run process to: C:\Windows\explorer.exe \\SERVER\Network\ChangeTemplatesfile:///\\%3cSERVER%3e\Network\ChangeTemplates Works great from the WUT. Not so with the Mid-Tier. I'v tried using $PROCESS$ C:\Windows\explorer.exe \\SERVER\Network\ChangeTemplatesfile:///\\%3cSERVER%3e\ITM$\Operations\Network\ChangeTemplates and PERFORM-ACTION-OPEN-URL C:\Windows\explorer.exe \\SERVER\Network\ChangeTemplatesfile:///\\%3cSERVER%3e\Network\ChangeTemplates Any other ideas? Thank you, Sandra Hennigan Remedy Developer _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Developer Studio Issue
Hi All, This is about as strange as it gets. Today I logged onto my dev server with Studio, selected All Objects Forms. The Forms tab appeared but the pane is blank. Tried this with Active Links, Filters and got the same. Even tried opening an application and got the same. I looked at About Studio Installation Details Configuration View Error Log and see and ton of !MESSAGE Could not install bundle plugins/com.bmc.arsys.studio. Has anyone seen this? If so what would be the corrective action? ARS 7.6.04 SP3 ITSM 7.6.04 SP3 Studio 7.6.04 SP3 Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 [cid:image001.gif@01CE6116.9CC95CA0] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
RESOLVED: Developer Studio Issue
First time I deleted the workspace directory and but that did not removed my preferences as stated in the guide. So the issue persisted. Then I created a new workspace in the My Documents directory and all works fine. Days like this I wish for 6.3. Thanks Lj From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj Sent: Tuesday, June 04, 2013 12:03 PM To: arslist@ARSLIST.ORG Subject: Re: Developer Studio Issue ** Try creating a new workspace? On Tue, Jun 4, 2013 at 10:00 AM, Brittain, Mark mbritt...@navisite.commailto:mbritt...@navisite.com wrote: ** Hi All, This is about as strange as it gets. Today I logged onto my dev server with Studio, selected All Objects Forms. The Forms tab appeared but the pane is blank. Tried this with Active Links, Filters and got the same. Even tried opening an application and got the same. I looked at About Studio Installation Details Configuration View Error Log and see and ton of !MESSAGE Could not install bundle plugins/com.bmc.arsys.studio. Has anyone seen this? If so what would be the corrective action? ARS 7.6.04 SP3 ITSM 7.6.04 SP3 Studio 7.6.04 SP3 Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Incident Management Console
Hi Gajanan, I ran into this a little while ago. The base form for the table is the watch list and workflow changes this to the Help Desk form. The table in the Incident Console or all tables for that matter references the Field ID. In order for this to work the field added to the watch list join form must have the same Field ID number as the field on the Help Desk form you want to display. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Gajanan Swami Sent: Thursday, May 30, 2013 8:52 AM To: arslist@ARSLIST.ORG Subject: Re: Incident Management Console ** Hi, I think I'm missing something when trying to add new columns to Incident management Console table. I have added columns into the watch list form and data values appear into console after selecting watch list only. However field is available for other options like Select My Group/All Groups but no data into the newly added columns now. Not sure what is missing even workflow looks upto the Incident form through EXTERNAL. Regards, Gajanan From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Anusha Das Sent: Saturday, October 27, 2012 6:23 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Incident Management Console ** Mark, The table that appears in the Incident Management console actually pulls data using EXTERNAL table qualification and it pulls it from a few different sources, but to answer your question, it is on the HPD:Incident Management Console form itself. My understanding is that if you makes the changes on the Incident Mgmt Console form, it will reflect the changes on the Home Page as well. We have made some customizations to the Incident Mgmt Console and see it reflected if Incident Mgmt Console is added to to the Home Page. Date: Sat, 27 Oct 2012 04:15:16 +0530 From: ravira...@hotmail.commailto:ravira...@hotmail.com Subject: Re: Incident Management Console To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG ** Mark If you want to add new colums in the overview console You have to configure the ARDBCAppQuery plugin for the new field. For adding a new field follwo the below steps Create the field in SHR:ARDBC:Overview Console_template form and on SHR:ARDBC:Overview Console form Create an entry in the SHR:ARDBCFields form if the field is a Selection field, create Value records in the SHR:ARDBCEnumLookup form Restart the AR Plugin Server Thanks Ravi Rai Date: Fri, 26 Oct 2012 08:32:38 -0400 From: mbritt...@navisite.commailto:mbritt...@navisite.com Subject: Incident Management Console To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG ** Hi All, I am working in ITSM 7.6.04 and I need to show or hide some of the columns. There question I have is where is the table. If I look in the HPD: Incident Management Console, the database/ID name is z2TH_incidents/302087200. Also if I look in the HPD: HomePageContent:RL_IncidientConsole , the name/ID is the same How does that work? My guess is what appears in the Incident Management Console is a view of the other form. So where would I make the change? Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _ARSlist: Where the Answers Are and have been for 20 years_ This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at
Too many open files
HI All, On my development server when I go to look at server information I am getting a Too many open files: /opt/bmc/ARSystem/conf/ar.conf (ARERR 301). I can log on and work in a browser but if I attempt to log in with the user client or developer, I time out. Any ideas on what is happening and possible cause/solution? ARS 7.6.04 SP3 ITSM 7.6.04 SP3 Linux 5 Oracle 11 Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 [cid:image001.gif@01CE5564.3B5611B0] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
Re: Question concerning Attachment Pool field
Hi Dave, The general rule has always been to use the same version of the admin/developer tool as the server version. So there might be something with the 8.1 developer that is not compatible. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David Sent: Wednesday, May 15, 2013 9:51 AM To: arslist@ARSLIST.ORG Subject: Question concerning Attachment Pool field ** I'm seeing something odd with Developer Studio. Not sure it's me or something with Dev Studio. Using 8.1 Dev Studio against a 7.6.04 server (Windows app server running on Oracle). We have a form that has two Attachment Pool fields on the form. I'm attempting to move the fields to a Tab on a page field. Drag and Drop doesn't seem to allow me to move the fields there. On a regular field, I can right mouse click and use the Move field option. However with an Attachment field, I don't see that option. I can create a new Attachment pool field on the tab but I can't seem to move an exist one. Am I missing something obvious? Dave Dave Shellman +1 717 810 3687 tel +1 717 810 2124 fax dave.shell...@te.commailto:dave.shell...@te.com MS 161-043 PO Box 3608 Harrisburg, PA 17105-3608 [cid:image001.gif@01CE5155.AA3D7EF0]http://www.te.com/ [cid:image002.png@01CE5155.AA3D7EF0]http://twitter.com/teconnectivity[cid:image003.png@01CE5155.AA3D7EF0]http://www.facebook.com/teconnectivity[cid:image004.png@01CE5155.AA3D7EF0]http://www.flickr.com/photos/teconnectivity/[cid:image005.png@01CE5155.AA3D7EF0]http://www.linkedin.com/groups?gid=1591657[cid:image006.png@01CE5155.AA3D7EF0]http://www.youtube.com/teconnectivity _ARSlist: Where the Answers Are and have been for 20 years_ This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gifinline: image002.pnginline: image003.pnginline: image004.pnginline: image005.pnginline: image006.png
Re: Converting date formats in set fields action
Hi Rick, For a Friday this might work. Since the format is always the same maybe you can probably do a series of substring set fields in a filter to put in a temp date (character) field and then move to your final date field. incomingdate is also a character field. Set field tempdate SUBSTR($incomingdate$,0,3) result Set field tempdate SUBSTR($incomingdate$,8,9) + / + $tempfield$ result DD/ Set field tempdate SUBSTR($incomingdate$,5,6) + / + $tempfield$ Result MM/DD/YYY Set field finaldatefield $tempdate$ Good Luck, Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Westbrock Sent: Friday, May 10, 2013 1:03 PM To: arslist@ARSLIST.ORG Subject: Converting date formats in set fields action I don't know if the long week has caught up with me and this is a heavy question for a Friday. I am just not able to figure out how to convert a date that I am getting from another system in -MM-DD format to the MM-DD- format that my server uses. For testing purposes I'm just pasting the output from the other system into a display-only form and then doing a set fields for the date portion of that string into my date/time field (DiscoveredDate). If my symptoms below make sense to anyone I would gladly take any advice on how to convert the date format. The date is actually coming in as -MM-DD HH:MM:SS with milliseconds but the time portion is all zeroes. I am using the LEFT function to set the value into a temp character field (zTmpDiscDate) taking only the first 10 characters (i.e. the date portion) which works fine. When I do a set fields (current screen) to take that value into my date/time field DiscoveredDate it sets it to a default of Wednesday, December 31, 1969 16:33:20 PM presumably because the incoming date format doesn't match. I tried using a set fields with a SQL statement as shown below but it just sets my temp character field zTmpDiscDate to 2000 for some reason: SELECT CONVERT(VARCHAR(10), $zTmpDiscDate$, 101) AS DiscDate The SQL log shows that it is parsing the date field but even with AL, Database and API logging turned on in the WUT this is all I get back which is not helping me figure out where the failure lies. The server is on Windows 2008 and the database is MS-SQL Server 2008. The ultimate goal of this is to process incoming data on the server without human intervention at all, I'm just using the WUT as a test platform to tweak my code. SQL TID: 000336 RPC ID: 258953 Queue: List Client-RPC: 390620USER: rwestbrock Overlay-Group: 1 /* Fri May 10 2013 09:45:51.6090 */SELECT CONVERT(VARCHAR(10), 2012-09-03, 101) AS DiscDateSQL TID: 000336 RPC ID: 258953 Queue: List Client-RPC: 390620USER: rwestbrockOverlay-Group: 1 /* Fri May 10 2013 09:45:51.6090 */OKAPI TID: 000336 RPC ID: 258953 Queue: List Client-RPC: 390620USER: rwestbrock Overlay-Group: 1 /* Fri May 10 2013 09:45:51.6090 */-GSQL OKCLAT /* Fri May 10 2013 09:45:51.5820 */-API call ACTL zTmpDiscDate (936880920) = 2000 ACTL 8: Set Fields ACTL DiscoveredDate (536871196) = Wednesday, December 31, 1969 16:33:20 PM ___ Rick Westbrock QMX Support Services ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Email from ITSM 7.6.04
HI All, First let me say thank you to all who responded to my inquiry Email to ARS 7.6.04. Great responses and very helpful. Now I need to work on sending an email from the Incident or Change. If I want the FROM address to be different than the mailbox default or want to send from a different outbound mailbox. In 6.3 I just created an active link which on display set the from address I wanted. Then the Notify filter just read the $Send From$. Where would I change this? Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 [cid:image001.gif@01CE4CBB.C6421D20] This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
Re: How to create multiple incident by creating only one incident?
Depending on what it is you want to accomplish you might want to consider either tasks or work orders. I would think having workflow create an Incident when you create an Incident might be difficult to control and result in an endless number of Incidents. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Raj Padole Sent: Wednesday, May 08, 2013 2:35 AM To: arslist@ARSLIST.ORG Subject: How to create multiple incident by creating only one incident? ** HI, Can we create multiple incidents (multiple copies of same incident) if i am creating only one incident? Thanks, -Rajkumar Padole. _ARSlist: Where the Answers Are and have been for 20 years_ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Email to ARS 7.6.04
Hi All, I have a requirement to give users the ability to send an email to ARS and create a Work Info Note in the Incident or Change. When the email is received in the AR System Email Messages form, based on the subject line, the email is pushed to a staging form. On the staging form I do some validation for things like out of office replies, verify the sender, etc. If all criteria are met, then I push to the Work Info. Attachments are the challenge. How do I get the attachments to the staging form? ARS 7.6.04 ITSM 7.6.04 Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 [cid:image001.gif@01CE4BD2.1F4739E0] This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
SOLVED: RE: Incident Console column - no data
Makes sense once you know the answer. On the table in the Incident Console is the CFG:WatchList form and depending on your Show selection changes the form reference to HPD:Help Desk. In order to add a HPD:Help Desk field to the Incident Console, the field must be added to the CFG:WatchList using the same field ID as the field on the HPD:Help Desk. FYI Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Downing, Ryan Sent: Thursday, April 25, 2013 3:49 PM To: arslist@ARSLIST.ORG Subject: Re: Incident Console column - no data ** Hi Mark, I have just performed the same steps you have (granted I am working on an 8.1 version of ITSM) without any issues. What was the field you added? Did it have a Zero length or a length greater than 255? (if this was the case you would not have seen the value at all) A few things to check: 1. Ensure all of the added fields have proper permissions (Help Desk field, Join field, and column field) 2. Clear local and mid-tier caches 3. Test with new datacreate a new incident with the new field data added 4. Press the refresh button on the Incident console if it was already open (and showing the blank column) 5. Make sure the Incident records you updated data with are the ones you are looking for in the tableIE: It is an incident in one of your groups 6. If all previous has failedAscertain the table fields EXTERNAL QUAL for both external fields involved and ensure the qualification makes sense for the non-watch list version and the watch list version of the table refresh. Hope this helps Regards, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Thursday, April 25, 2013 2:47 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Incident Console column - no data ** Hi All, I want to display a new column in the Incident Console Added the field to the Incident (HPD:Help Desk) and then added some data. Added the field to the HPD:CFG_IncidentWatchList join form, then searched on the join form to verify the data is on the form. Added the field column to the z2TH Incidents table, and then refreshed the mid-tier. When I open the Incident Console the new column is there but no data is displayed. However if I select Show Watch List, the data does appear. What am I missing? Is there another join form I need to update? ITSM 7.6.04 SP3 Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 [cid:image001.gif@01CE4A41.649E03D0] This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
Re: Filter - Webservice
Does another filter which fires before this one set field2=No? If so maybe the response to web service call is modifying the record, workflow sets field2 to No and the cycle starts over when filter A fires again. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Govind M Sent: Thursday, May 02, 2013 7:51 AM To: arslist@ARSLIST.ORG Subject: Filter - Webservice ** I have been looking into one scenario to reproduce in test env but I just confused more on this. It is like I have a filter with below syntax, Filter name : Filter A Filter runif: field1 = abdc AND field2 = No Actions : Set field - field 2 = Yes Set field - Trigger 3rd party webservice. After firing the filter A for first time, field2 was set to the value Yes and triggered the wbs request to a middle ware app for a record. After few minutes, the same request has been triggered thrice with the intervals of milliseconds which make me to think, after the value change in Runif field2, is it possible to trigger the filter again? :( From the user tool wise, there is no track of changes in the record and we don't have logs as well. I suspect this can't be by user action, since it of milliseconds interval. Does any come across in ARS 7.1 patch 8 in solaris box.? Any solutions/ ideas are much appreciated to reproduce/resolve. Regards, Govind Please do not print this email unless it is absolutely necessary. The information contained in this electronic message and any attachments to this message are intended for the exclusive use of the addressee(s) and may contain proprietary, confidential or privileged information. If you are not the intended recipient, you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately and destroy all copies of this message and any attachments. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email. www.wipro.comhttp://www.wipro.com _ARSlist: Where the Answers Are and have been for 20 years_ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Relate a change to a change error
HI All, I have an interesting situation that was reported to me. If a user using an existing Change selects Create Related Request Infrastructure Change sometimes it works and sometimes it does not. Specifically the new Change is displayed and if there is a small amount of data in the Notes/Detailed Description, the new Change is saved. If the Notes/Detailed Description is like 4,000 characters, on save the user gets an error Required field cannot be blank.: Request ID (ARERR 326) I would think if the issue was the size of the Notes was too big, it would generate max limit. Has anyone encountered this issue? ITSM 7.6.04 SP3 Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 [cid:image001.gif@01CE4590.95252610] This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
Auto-create a Problem Investigation
HI All TFIG, I have a requirement to automatically create a Problem Investigation when a certain criteria is met. Could be executed by filters or active links. Is there a way to do that. Of course it would be ideal if this was something in ITSM that just needed to be turned on rather than constructing new. Probably the hard part is creating the association. Any suggestions greatly appreciated. ARS 7.6.04 SP3 ITSM 7.6.04 SP3 Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 [cid:image001.gif@01CE426E.6247C6F0] This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
Re: Auto-create a Problem Investigation
Hi Ryan,
The criteria that fires the workflow really does matter but for the sake of
discussion lets use ('Priority' = Critical) AND ('Status Pending) AND
'Submit Date ($TIMESTAMP - 4 hours) . An escalation looks for incidents that
meet this criteria and on a match sets the field 'Create Problem' to Yes.
Then using something like ('DB.Create Problem' = $NULL$ and 'TR.Create Problem'
= Yes), workflow creates the problem investigation.
I could do a push field directly to the Problem Investigation but I need to
relate it to the Incident that fired the workdflow.
Mark
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Downing, Ryan
Sent: Friday, April 26, 2013 1:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: Auto-create a Problem Investigation
**
Hi Mark,
If you could provide a little more information. What criteria needs to be met
before the Problem Investigation is auto created? Example: 5 Incidents created
within a 24 hour period with the same classifications and pertain to the same
issue? Or perhaps an event correlating engine traps a number of similar events
that all lead to a failure of a specific network node? The possibilities are
endless
You speak of making an associationwould this be to a primary incident that
has 1 or more duplicatesor another entity? This type of information would
help in determining the best way to approach the auto creation and association
of a problem investigation. It can certainly be done.
Ultimately, if your criteria is met and you have a parent entity with a unique
identifier (assuming this is another arsystem form) the problem investigation
can be created along with an association to it. Whether or not this is
accomplished using active links or filters depends on your requirement of
meeting the criteria and what that entails.
Hope this helps,
Ryan.
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Friday, April 26, 2013 11:51 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Auto-create a Problem Investigation
**
HI All TFIG,
I have a requirement to automatically create a Problem Investigation when a
certain criteria is met. Could be executed by filters or active links. Is there
a way to do that. Of course it would be ideal if this was something in ITSM
that just needed to be turned on rather than constructing new. Probably the
hard part is creating the association.
Any suggestions greatly appreciated.
ARS 7.6.04 SP3
ITSM 7.6.04 SP3
Thanks
Mark
Mark Brittain
Remedy Developer
ITILv3 Foundation
NaviSite - A Time Warner Cable Company
mbritt...@navisite.commailto:mbritt...@navisite.com
Office: 315-453-2912 x5335
Mobile: 315-882.5360
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or copying of this e-mail, or the information contained herein, to anyone other
than the intended recipient is prohibited.
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Incident Console column - no data
Hi All, I want to display a new column in the Incident Console Added the field to the Incident (HPD:Help Desk) and then added some data. Added the field to the HPD:CFG_IncidentWatchList join form, then searched on the join form to verify the data is on the form. Added the field column to the z2TH Incidents table, and then refreshed the mid-tier. When I open the Incident Console the new column is there but no data is displayed. However if I select Show Watch List, the data does appear. What am I missing? Is there another join form I need to update? ITSM 7.6.04 SP3 Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 [cid:image001.gif@01CE41BD.C946FC60] This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
Incident Target date
Hi All, In the Incident (HPD:HelpDesk) form what is the Target date field used to capture and display. OTB this is a column in the Incident Console. Thought maybe this was the next SLA target date. I have response and resolution SLA's set up but this field is always blank. If this is how it is intended, maybe there is some workflow that needs to be turned on either in the HPD:Help Desk or SLA Measurement form. Any ideas greatly appreciated. ITSM 7.6.04 SP3 Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 [cid:image001.gif@01CE3F47.887C2BB0] This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
Re: Incident Target date
So this is just a standalone field that could be used to manually include a target date? From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson Sent: Monday, April 22, 2013 10:57 AM To: arslist@ARSLIST.ORG Subject: Re: Incident Target date ** Hi, It is used to record the Target Resolution date for the Incident - not related to any of the sub systems including SLM. Kind Regards, Carl Wilson http://www.missingpiecessoftware.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: 22 April 2013 15:53 To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Incident Target date ** Hi All, In the Incident (HPD:HelpDesk) form what is the Target date field used to capture and display. OTB this is a column in the Incident Console. Thought maybe this was the next SLA target date. I have response and resolution SLA's set up but this field is always blank. If this is how it is intended, maybe there is some workflow that needs to be turned on either in the HPD:Help Desk or SLA Measurement form. Any ideas greatly appreciated. ITSM 7.6.04 SP3 Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 [cid:image001.gif@01CE3F48.99F10DB0] This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
Attachment Error
Hi All, Ran into a case with two users when adding an attachment where they got the following error Caught exception http://servername/asys/resources/html/Attachment Popup.HTMLhttp://%3cservername%3e/asys/resources/html/Attachment%20Popup.HTML: 134 Type Error. The attachment was a 30 KB word document. I had not problem adding the attachment as well as other users doing the same. Opened the issue with BMC and the suggestion I got was to delete their User Preference record. No KB or known error information was provided. Sounds like a case of I don't know, try this which does not sit well with me and is not scalable if this is part of a bigger issue. Has anyone seen this happen? If so how did you fix? ARS 7.6.04 SP3 ITSM 7.6.04 SP3 Mid-Tier 7.6.04 SP4 Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 [cid:image001.gif@01CE3504.A4D33710] This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
SLM Daily Build Time
Hi All, I anticipate that I will be a rare occurrence where I build or rebuild a SLA once I get everything set up. In the SLM Configuration Guide, page 22 it states in the Daily Build Time field select the date and time you want the daily build to occur. First build occurs on that date/time and then same time each day. How do I best stop/start builds? Can I remove the date/time from this field? If I do remove the date/time does that stop the daily builds? If I am only doing a build on a monthly basis it wouldn't make sense that I have to comment out/in and restart the server each time I need to do a build. ITSM 7.6.04 SP3 Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 [cid:image001.gif@01CE3520.A3B3D3A0] This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
