Sys Notifications - Adding Fields
All, I have two hot issues and both are being denied support by my BMC partner because they call them customizations. Can someone please help me out? We are desperate here. I will open them in two mails as they are not directly related. This first issue is with Sys Notifications. We are trying to add the phone number from the HPD_Help_Desk form of the incident customer to the sys notifications emails. For some strange reason this field is not one of the options. I found the following instructions in a link (http://www.mail-archive.com/arslist@arslist.org/msg48716.html) and followed them. It did add the OPTION for phone number to the SYS Notification but inside the NTE:SHR:TranslateNotificationMessage filter I found there was no mapping for phone number so when I tried to use $Phone Number$ as instructed, Remedy would put quotes around it and then literally replace it with $Phone Number$!! So I know quoted values worked as string replace but not lookup. I then tried to map that form to HPD_Help_Desk instead of CURRENT TRANSACTION (at least the set field action) but when I did that, the emails stopped working. We got some more instructions from BMC Support before they stopped taking this issue which listed more to do (included below) As per logs and webex session we understand that You have created a new record on SYS:Form Field Selection for a new filed Phone Number (User Phone Number). This allows you to select the #Phone Number# filed on SYS:Notification Messages form. You have added this filed on SYS:Notification Messages form for Incident Assignment Notifications. From the notification audit log, it is observed that the filed value is not getting updated with the proper value. i.e. in Notification message the User's Phone is #Phone Number# and not updated with the actual phone number. With these out of the box forms and workflows you can create Menu Items but to populate the values dynamically, you need to customize the existing forms and workflows. Below are the reasons and actions required to achieve this customization 1) The Notification filed values are captured from three forms NTE:SYS-NT Process Control, NTE:SYS-Group NT Control and NTE:SYS-Individual NT Control 2) The User Phone Number (Requester Phone Number) filed is not created on the above three out of the box forms (You need to create one filed Requester Phone Number) 3) The filed values in the NTE:SYS-NT Process Control form are updated by a workflow Filter HPD:INC:NotificationGenerator_899_PNPC'!(You need to modify the push field action to push Phone Number from HPD:Help Desk 4) These values are translated into SYS:Notification Messages form by the filter NTE:SHR:TranslateNotificationMessageINC3_102. Modify this filter with additional set filed action before Exit Guide to translate the #Phone Number# filed These steps were also followed to no availe. We are STILL not getting the #Phone Number# replaced with the phone number on the incident. HELP!! Thanks, Scott ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
3rd issue - This time it is the Requester Console - Adding a third tier
All, I lied when I said I had 2 issues. I forgot one. We are looking to implement the requester console. Problem is, the two tier Q/A that is out of the box won't work. We need 3. My Admin was able to add the three and it looks great. Only issue is now when you select save, no incident is created. In looking at the actions behind the save button it is daunting. I am not sure where to even start! Any suggestions? Thanks, Scott ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Another Email issue, this time in SLM
OK, here is my second issue which again BMC will not support. We have some tricky escalation rules for SLM. We know that. We were able to write some logic through the help desk forms and filters to figure out where the next escalation is to go. Now what I need to do is EMAIL those people when an SLM milestone is reached. What I have done so far is to create some hidden fields in the incident. Each time the incident is manually escalated, the filters figure out who to escalate to the next time and using Direct SQL I update these hidden fields. What I NEED to do now is use these new fields in SLM Milestone emails. The fields are named SLM_EMAIL_TO and SLM_EMAIL_CC. I have checked in the database and they are beautifully being updated. No issue there. When we go into SLM email actions, we even see these fields as options in the TO and CC fields! All looks great! The problem is, the milestones never fire if we have those variables in the email template (or custom action either). Only when we remove them and hard code the email does it work. Anyone do something like this before??? Thanks, Scott ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: AW: Remedy 7.0 issue with Direct SQL in a filter
All,
Thanks for your suggestions. I looked into the logs and played with the SQL
some more and got resolution. First thing I noticed once it started working
is that when you trigger a filter on save and/or modify of a field and
reference that field from the database, you get the value BEFORE the update
and not after. So, I re-worked it and used the power of SQL against the
field record and not the database entry and it worked. Below is the query I
used in case any are interested.
update HPD_Help_Desk set SLM_EMAIL_TO = (rtrim(ltrim(substring('$Assigned
Group$', Charindex('-', '$Assigned Group$') + 1, Len('$Assigned Group$'
+ 't...@client.com'), SLM_EMAIL_CC = (rtrim(ltrim(substring('$Assigned
Group$', Charindex('-', '$Assigned Group$') + 1, Len('$Assigned Group$'
+ 't...@client.com') + '; ' + (rtrim(ltrim(substring('$Assigned Group$',
Charindex('-', '$Assigned Group$') + 1, Len('$Assigned Group$' +
't...@client.com'), SLM_EMAIL_BCC = 'serviced...@gssamerica.com' where
(Incident_Number = '$Incident Number$' and (upper('$Assigned Group$') like
upper('%Tier 4%')))
Thanks,
Scott
Scott Fluegge
CIO Sr. VP of Operations
GSS America Infotech Ltd., A SEI-CMMI Level 3 certified company
Third Floor, Block B,
Cyber Gateway, HITEC City, Madhapur,
Hyderabad - 500 081. AP. India
Phone : 91 40 44556600 ext: 312
Mobile: 91 970118
VoIP: (847) 307 7606 ext: 250
Email: scott.flue...@gssamerica.com
Visit: http://www.gssamerica.com
-Original Message-
From: Peter Romain [mailto:p.romain.arsl...@parsolutions.co.uk]
Sent: Wednesday, June 03, 2009 3:15 PM
Subject: Re: AW: Remedy 7.0 issue with Direct SQL in a filter
Scott,
You may find extra quotes are being inserted into the SQL.
Try building the complete SQL statement in a Remedy temp field and using
just this field in the direct sql action (Direct SQL - $temp field$).
Cheers
Peter
Scott,
turn on SQL-Logging and you'll see the statement wich the arserver is
issueing against the database. I think this should point you in the
right direction.
HTH
Kind Regards Conny
Von: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] Im Auftrag von Scott Fluegge
Gesendet: Mittwoch, 3. Juni 2009 09:53
An: arslist@ARSLIST.ORG
Betreff: Remedy 7.0 issue with Direct SQL in a filter
Wichtigkeit: Hoch
**
Anyone able to help me on a potentially simple Remedy question that has
my team stumped?
This is in regards to a Remedy customization we need to do in our
environment. It is with respect to custom filters invoking Direct SQL
(MS SQL 2005 database). The SQL works PERFECT from the enterprise
manager but doesn't execute the complex query in Remedy. I did 4 direct
SQL statements. 3 are complex and don't do anything. The simple 4th
test (all are table updates) does work. I can't for the life of me
figure out why the others fail. I am pasting the SQL here in case you
can look into it... I am desperate!!! We are writing to hidden objects
within the incident record which SLM will use for notification.
Here is a sample that works:
update HPD_Help_Desk set SLP_EMAIL_TO = 'email_address_here' where
Incident_Number = '$Incident_Number$' and Assigned_Group like '%TIER 2%'
And this one does nothing... (No errors unless I invalidate the SQL so
seems a matching issue):
update HPD_Help_Desk set SLM_EMAIL_TO =
(rtrim(ltrim(substring(Assigned_Group, Charindex('-', Assigned_Group) +
1, Len(Assigned_Group + 't...@client.com'), SLM_EMAIL_BCC =
'serviced...@gssamerica.com' where Incident_Number = '$Incident_Number$'
and Assigned_Group like '%TIER 2%'
Can you help me??? Just to re-iterate, the SQL works perfect from SQL
Enterprise Manager (just changing the $Incident_Number$ to a real
number) so I know it is not a simple SQL error...
Thanks,
Scott
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Remedy 7.0 issue with Direct SQL in a filter
Anyone able to help me on a potentially simple Remedy question that has my
team stumped?
This is in regards to a Remedy customization we need to do in our
environment. It is with respect to custom filters invoking Direct SQL (MS
SQL 2005 database). The SQL works PERFECT from the enterprise manager but
doesn't execute the complex query in Remedy. I did 4 direct SQL statements.
3 are complex and don't do anything. The simple 4th test (all are table
updates) does work. I can't for the life of me figure out why the others
fail. I am pasting the SQL here in case you can look into it... I am
desperate!!! We are writing to hidden objects within the incident record
which SLM will use for notification.
Here is a sample that works:
update HPD_Help_Desk set SLP_EMAIL_TO = 'email_address_here' where
Incident_Number = '$Incident_Number$' and Assigned_Group like '%TIER 2%'
And this one does nothing... (No errors unless I invalidate the SQL so seems
a matching issue):
update HPD_Help_Desk set SLM_EMAIL_TO =
(rtrim(ltrim(substring(Assigned_Group, Charindex('-', Assigned_Group) + 1,
Len(Assigned_Group + 't...@client.com'), SLM_EMAIL_BCC =
'serviced...@gssamerica.com' where Incident_Number = '$Incident_Number$' and
Assigned_Group like '%TIER 2%'
Can you help me??? Just to re-iterate, the SQL works perfect from SQL
Enterprise Manager (just changing the $Incident_Number$ to a real number) so
I know it is not a simple SQL error.
Thanks,
Scott
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