Re: Srm AIF form

[Ingrey, Rosemary]

Have you set the field properties appropriately?

Eg, Visible, appropriate permissions applied? If it’s on a panel, is the panel 
expanded/visible?

Rosemary Ingrey | Remedy Technical Lead - ITSM Development | Ph: +61 (0) 466 
015 419 |• 
rosemary.ing...@westpac.com.au

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rajat Sharma
Sent: Friday, 29 September 2017 8:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: Srm AIF form

**
Yes, I  did

On Sep 29, 2017 2:04 PM, "Chris Jones" 
> wrote:
**
Hi Rajat,

have you re-sync'd your mid-tier cache via the Mid-tier configuration tool?

Regards,

Chris


On Fri, Sep 29, 2017 at 6:13 AM, Rajat Sharma 
> wrote:
**
Hi Team,

I am trying to add/modify existing fields in already created AIF. I am able to 
see the changes in dev studio but unable to see the changes in the SRM form in 
Mid tier. I also tried changing the backend mapping in the SRD questions and 
mapping sections but no help.

Can you experts please let me know the exact steps to modify the existing 
backend mapping of SRD or any suggestions in this regards.

Thanks,
Rajat
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Re: [Non-DoD Source] Re: Securing Sensitive WO Information

[Ingrey, Rosemary]

That's a really interesting idea! Thanks for sharing it.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Terry Bootsma
Sent: Wednesday, 23 August 2017 6:28 AM
To: arslist@ARSLIST.ORG
Subject: Re: [Non-DoD Source] Re: Securing Sensitive WO Information

While entry row-level access can do what you want, I've implemented something 
different that might meet your needs and you may want to think about. I've 
created a special type of Work Log (Secure Work Log) and only allowed users 
with certain permissions to view, report, etc. on this type of work log entry.  
This has the benefit of having people being able to interact with the 
application and entry (Incident/Change/Work Order) as a whole without the pain 
of hiding/unhiding/etc. the entry as it is passed between various groups.  Any 
"secure" information needs to be put into the request via the "Secure Work Log" 
entry.  This might work in your situation, based upon your requirements.

Something to think about.  

Terry




-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rackley, James A CIV
Sent: August-22-17 8:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: [Non-DoD Source] Re: Securing Sensitive WO Information

Roger is correct.  Configuring multi-tenancy is not worth the ROI in this 
instance.  Neither is Case Management.  We were hoping for a simpler solution 
at the Support Group level.

Regards, 

Jim


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
Sent: Friday, August 18, 2017 4:14 PM
To: arslist@ARSLIST.ORG
Subject: [Non-DoD Source] Re: Securing Sensitive WO Information

** His statement is specific Support Group not separate companies.



-Original Message-
From: Deepak Pathak 
To: arslist 
Sent: Fri, Aug 18, 2017 3:52 pm
Subject: Re: Securing Sensitive WO Information


**
I believe that feature is called Multi-Tenancy.

On Fri, Aug 18, 2017 at 10:34 AM, Rackley, James A CIV 
 wrote:


Oh Mighty Brain Trust,

What is the recommended method to ensure that users with Work Order 
permissions CANNOT see a specific subset of WOs via Global Search, WO Console, 
Overview, AR Reporting, Analytics, or Smart Reporting?
Essentially, only users in a specific Support Group should be able to see 
anything at all about WOs assigned to this Support Group.

Thanks in advance!


Regards,

Jim Rackley, PMP
CGFIXIT Service Manager
USCG, C4ITSC, Business Operations Division

"You can't help everyone. But everyone can help someone."



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Re: Basic SRD Question

[Ingrey, Rosemary]

How about:


· Create a Template/AOT/PDT/SRD per company

· Use some workflow on the AIF, to determine based on the Requested For 
person, which SRD Instance ID is appropriate for their company

· Have a global AIF/SRD/PDT/AOT which the end user interacts with

· Submit to SRM:Request the appropriate SRDInstanceID based on workflow 
on the AIF

I haven’t tried in a multi-tenanted environment but we use the concept of a 
user facing SRD submitting different processes via SRD Instance ID in our Prod 
environment.


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
Sent: Tuesday, 15 August 2017 12:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: Basic SRD Question

**
That is why I recommended creating a template for each Company and then 
creating the WF needed to attach the appropriate Template to the Service 
Request during the creation.

I was working for BMC when the SRM application was built and it was designed 
and built as a standalone and did not take into consideration the multi-tenant 
concept.

I have done some ServiceNow Catalog work and it allows the company to be used 
when the Request is created. To then create a CRQ requires custom Workflow and 
JavaScript code.

-Original Message-
From: Kevin Shaffer >
To: arslist >
Sent: Mon, Aug 14, 2017 6:28 pm
Subject: Re: Basic SRD Question
**
I can't use a change template since that won't work in a multi tenant 
environment or customization
I had read Carls workaround but we had to unhide the assignee group field and 
set it to public. I just find it hard to believe this can't be done OOTB but it 
sounds like you can't add tasks to a CRQ without some customization to get it 
to work in a multi tenant environment.
Get Outlook for Android


From: Action Request System discussion list(ARSList) 
> on behalf of Tauf Chowdhury 
>
Sent: Monday, August 14, 2017 5:15:34 PM
To: arslist@ARSLIST.ORG
Subject: Re: Basic SRD Question

**
JD,
His issue is that you can't have a -Global- SRD tied to an AOT that is specific 
to a company. You can't create a -Global- AOT if you want to pick an app 
template.
That's where Carl's workaround helps.

Sent from my iPhone

On Aug 14, 2017, at 6:10 PM, JD Hood 
> wrote:
**
Add the tasks in the change *template*. Then build your SRD with the template.

Thanks,
-JDHood


On Aug 14, 2017 6:07 PM, "Kevin Shaffer" 
> wrote:
**
SRM 8.1.02
Multi-Tenancy Yes

Requirement – Create a Service Request that the entire enterprise can submit.  
End result is to have a CRQ with Tasks attached and the question responses 
dumped into the Notes field.

My question is can I do this without an AIF or customization?

If I create an AOT with a Change Template that has Tasks tied to it, the AOT 
must be tied to a Company, so this option doesn’t seem to work since I need 
this available to the Enterprise.

If I create an AOT with no Template I can pass variables to create the CRQ but 
how do I get the Tasks tied to it?  I thought maybe I could pass the CRQ 
Template Name and/or CRQ GUID and maybe some magic would happen or can I only 
create the CRQ in Draft mode and the support staff will need to manually add 
the Tasks via process.

Any advice?

Thanks
Kevin
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Re: Basic SRD Question

[Ingrey, Rosemary]

I think I just described your concept in detail. Whoops! But it works well ☺

Rosemary Ingrey | Remedy Technical Lead - ITSM Development | Ph: +61 (0) 466 
015 419 |• 
rosemary.ing...@westpac.com.au

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
Sent: Tuesday, 15 August 2017 12:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: Basic SRD Question

**
That is why I recommended creating a template for each Company and then 
creating the WF needed to attach the appropriate Template to the Service 
Request during the creation.

I was working for BMC when the SRM application was built and it was designed 
and built as a standalone and did not take into consideration the multi-tenant 
concept.

I have done some ServiceNow Catalog work and it allows the company to be used 
when the Request is created. To then create a CRQ requires custom Workflow and 
JavaScript code.

-Original Message-
From: Kevin Shaffer >
To: arslist >
Sent: Mon, Aug 14, 2017 6:28 pm
Subject: Re: Basic SRD Question
**
I can't use a change template since that won't work in a multi tenant 
environment or customization
I had read Carls workaround but we had to unhide the assignee group field and 
set it to public. I just find it hard to believe this can't be done OOTB but it 
sounds like you can't add tasks to a CRQ without some customization to get it 
to work in a multi tenant environment.
Get Outlook for Android


From: Action Request System discussion list(ARSList) 
> on behalf of Tauf Chowdhury 
>
Sent: Monday, August 14, 2017 5:15:34 PM
To: arslist@ARSLIST.ORG
Subject: Re: Basic SRD Question

**
JD,
His issue is that you can't have a -Global- SRD tied to an AOT that is specific 
to a company. You can't create a -Global- AOT if you want to pick an app 
template.
That's where Carl's workaround helps.

Sent from my iPhone

On Aug 14, 2017, at 6:10 PM, JD Hood 
> wrote:
**
Add the tasks in the change *template*. Then build your SRD with the template.

Thanks,
-JDHood


On Aug 14, 2017 6:07 PM, "Kevin Shaffer" 
> wrote:
**
SRM 8.1.02
Multi-Tenancy Yes

Requirement – Create a Service Request that the entire enterprise can submit.  
End result is to have a CRQ with Tasks attached and the question responses 
dumped into the Notes field.

My question is can I do this without an AIF or customization?

If I create an AOT with a Change Template that has Tasks tied to it, the AOT 
must be tied to a Company, so this option doesn’t seem to work since I need 
this available to the Enterprise.

If I create an AOT with no Template I can pass variables to create the CRQ but 
how do I get the Tasks tied to it?  I thought maybe I could pass the CRQ 
Template Name and/or CRQ GUID and maybe some magic would happen or can I only 
create the CRQ in Draft mode and the support staff will need to manually add 
the Tasks via process.

Any advice?

Thanks
Kevin
_ARSlist: "Where the Answers Are" and have been for 20 years_
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Confidential communication
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Re: Table field quirk

[Ingrey, Rosemary]

Good point Fred, I figured it out - I was trying to use Display Only fields, 
replaced them with Optional fields and its perfect :)

Rosemary Ingrey
Remedy Service Request Management Specialist



Group Services
Level 26, 60 Martin Place,
Sydney NSW 2000 Australia

P +61 7 4039 4260

E ring...@westpac.com.aumailto:ring...@westpac.com.au





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From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Tuesday, 11 August 2015 11:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: Table field quirk

**
What type and size fields did you add to the form?

Fred

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ingrey, Rosemary
Sent: Monday, August 10, 2015 8:52 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Table field quirk

**
Hi all,

I'm wondering if anyone else has come across this, and if there's a workaround?

Using Remedy 8.1.02

I have a cell based table on a form which already has a considerable number of 
columns which are used in workflow.

I've added two new fields to the form it queries, however these aren't 
available for selection from the field list.

This happened previously when the table wasn't so large so I reselected the 
Form, losing all the columns, and then added them back with the correct 
database names and IDs.

I'd prefer not to do this again, however. Is there a way to avoid it?

Thanks  regards,
Rosemary

This message and any attachment is confidential and may be privileged or 
otherwise protected from disclosure. You should immediately delete the message 
if you are not the intended recipient. If you have received this email by 
mistake please delete it from your system; you should not copy the message or 
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This electronic communication may contain general financial product advice but 
should not be relied upon or construed as a recommendation of any financial 
product. The information has been prepared without taking into account your 
objectives, financial situation or needs. You should consider the Product 
Disclosure Statement relating to the financial product and consult your 
financial adviser before making a decision about whether to acquire, hold or 
dispose of a financial product.

For further details on the financial product please go to 
http://www.bt.com.au/general/rse.asp

Past performance is not a reliable indicator of future performance.


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

This message and any attachment is confidential and may be privileged or 
otherwise protected from disclosure. You should immediately delete the message 
if you are not the intended recipient. If you have received this email by 
mistake please delete it from your system; you should not copy the message or 
disclose its content to anyone. 

This electronic communication may contain general financial product advice but 
should not be relied upon or construed as a recommendation of any financial 
product. The information has been prepared without taking into account your 
objectives, financial situation or needs. You should consider the Product 
Disclosure Statement relating to the financial product and consult your 
financial adviser before making a decision about whether to acquire, hold or 
dispose of a financial product. 

For further details on the financial product please go to 
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Past performance is not a reliable indicator of future performance.

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Where the Answers Are, and have been for 20 years

Table field quirk

[Ingrey, Rosemary]

Hi all,

I'm wondering if anyone else has come across this, and if there's a workaround?

Using Remedy 8.1.02

I have a cell based table on a form which already has a considerable number of 
columns which are used in workflow.

I've added two new fields to the form it queries, however these aren't 
available for selection from the field list.

This happened previously when the table wasn't so large so I reselected the 
Form, losing all the columns, and then added them back with the correct 
database names and IDs.

I'd prefer not to do this again, however. Is there a way to avoid it?

Thanks  regards,
Rosemary

This message and any attachment is confidential and may be privileged or 
otherwise protected from disclosure. You should immediately delete the message 
if you are not the intended recipient. If you have received this email by 
mistake please delete it from your system; you should not copy the message or 
disclose its content to anyone. 

This electronic communication may contain general financial product advice but 
should not be relied upon or construed as a recommendation of any financial 
product. The information has been prepared without taking into account your 
objectives, financial situation or needs. You should consider the Product 
Disclosure Statement relating to the financial product and consult your 
financial adviser before making a decision about whether to acquire, hold or 
dispose of a financial product. 

For further details on the financial product please go to 
http://www.bt.com.au/general/rse.asp 

Past performance is not a reliable indicator of future performance.

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Re: Is there a way to automatically populate workstation name in a field?

[Ingrey, Rosemary]

Thanks heaps ☺

Rosemary Ingrey
Remedy Service Request Management Specialist



Group Services
Level 26, 60 Martin Place,
Sydney NSW 2000 Australia

P +61 7 4039 4260

E ring...@westpac.com.aumailto:ring...@westpac.com.au





[cid:image003.png@01D010A6.D6E40E30]

Noticed a job well done or an outstanding achievement? Put a 
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 into their day today!

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jarl Grøneng
Sent: Wednesday, 1 July 2015 6:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: Is there a way to automatically populate workstation name in a 
field?

**
Hi

This may give you a start:
https://communities.bmc.com/message/76221

--
J

2015-07-01 1:01 GMT+02:00 Ingrey, Rosemary 
rosemary.ing...@btfinancialgroup.commailto:rosemary.ing...@btfinancialgroup.com:
**
Hi guys,

I have a “nice to have” requirement from a customer to automatically populate 
the workstation name of the computer displaying the form in a field. This is 
using Remedy 8.1.

I’ve had a look through the keywords but can’t see anything that’s a good fit. 
I had a thought that maybe it could be achieved via javascript, but I have next 
to no experience with that.

Any advice would be greatly appreciated.

Kind regards
Rosemary

This message and any attachment is confidential and may be privileged or 
otherwise protected from disclosure. You should immediately delete the message 
if you are not the intended recipient. If you have received this email by 
mistake please delete it from your system; you should not copy the message or 
disclose its content to anyone.

This electronic communication may contain general financial product advice but 
should not be relied upon or construed as a recommendation of any financial 
product. The information has been prepared without taking into account your 
objectives, financial situation or needs. You should consider the Product 
Disclosure Statement relating to the financial product and consult your 
financial adviser before making a decision about whether to acquire, hold or 
dispose of a financial product.

For further details on the financial product please go to 
http://www.bt.com.au/general/rse.asp

Past performance is not a reliable indicator of future performance.
_ARSlist: Where the Answers Are and have been for 20 years_

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This message and any attachment is confidential and may be privileged or 
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This electronic communication may contain general financial product advice but 
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product. The information has been prepared without taking into account your 
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Disclosure Statement relating to the financial product and consult your 
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For further details on the financial product please go to 
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Past performance is not a reliable indicator of future performance.


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Is there a way to automatically populate workstation name in a field?

[Ingrey, Rosemary]

Hi guys,

I have a “nice to have” requirement from a customer to automatically populate 
the workstation name of the computer displaying the form in a field. This is 
using Remedy 8.1.

I’ve had a look through the keywords but can’t see anything that’s a good fit. 
I had a thought that maybe it could be achieved via javascript, but I have next 
to no experience with that.

Any advice would be greatly appreciated.

Kind regards
Rosemary

This message and any attachment is confidential and may be privileged or 
otherwise protected from disclosure. You should immediately delete the message 
if you are not the intended recipient. If you have received this email by 
mistake please delete it from your system; you should not copy the message or 
disclose its content to anyone. 

This electronic communication may contain general financial product advice but 
should not be relied upon or construed as a recommendation of any financial 
product. The information has been prepared without taking into account your 
objectives, financial situation or needs. You should consider the Product 
Disclosure Statement relating to the financial product and consult your 
financial adviser before making a decision about whether to acquire, hold or 
dispose of a financial product. 

For further details on the financial product please go to 
http://www.bt.com.au/general/rse.asp 

Past performance is not a reliable indicator of future performance.


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