Re: Ticket data content issues (Healthcare Industry)
Thank you all for your input. This is a good set of information to provide to the CSO. Thanks, Shane Buchholz Systems Analyst II - Remedy I.S. Business Operations Samaritan Health Services From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Logan, Kelly Sent: Tuesday, July 26, 2011 11:48 AM To: arslist@ARSLIST.ORG Subject: Re: Ticket data content issues (Healthcare Industry) ** Lee is right, a disclaimer to inform users will help protect the company from responsibility for user actions. I would recommend as well: 1. Disallow guest logins 2. Change the Demo user default password. 3. Use multi-tenancy to segregate data (if you have users without HIPAA clearance). 4. Set business policy to only put HIPAA-sensitive data certain fields (for example, only in Work Info, and default to internal, you could also add a HIPAA type of Work Info entry). 5. Consider any reporting to be sure those fields are not exposed. 6. Consider using Remedy Encryption to encrypt communications to and from the server. I'm sure there's more, but I have to run to a meeting. :^) Kelly Logan, Sr. Systems Administrator (Remedy), GMS ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 USA | 734.997.4777 kelly.lo...@proquest.commailto:kelly.lo...@proquest.com www.proquest.com ProQuest...Start here. 2010 InformationWeek 500 Top Innovator P Please consider the environment before printing this email. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the sender, and delete the message from your computer. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Lee Cullom Sent: Saturday, July 23, 2011 2:02 PM To: arslist@ARSLIST.ORG Subject: Re: Ticket data content issues (Healthcare Industry) ** Shane, Someone from HCA should be on this list who could answer in greater detail, but... at one time, they had customized Remedy to include some legalese that was presented to the Remedy user upon logging in related to Patient sensitive information. In addition, I believe there were certain categorizations that would trigger an additional audit record, because those categorizations were related to Patient Sensitive information. Finally, in asset management, there were fines associated with patient sensitive information being left on an asset on disposal, so there was workflow that would remind the user of that during the disposal process. There may be more... and I may have forgotten a few things here and there. But that was the gist of them I believe... Lee Lee Cullom | Northcraft Analytics IT Metrics Specialist | Business Intelligence for ITSM 678-438-7244 | lee.cul...@northcraftanalytics.commailto:lee.cul...@northcraftanalytics.com [cid:image001.jpg@01CC50FB.787B1F50]http://www.linkedin.com/in/leecullom[cid:image002.jpg@01CC50FB.787B1F50]http://twitter.com/#!/NorthcraftIT http://www.northcraftanalytics.comhttp://www.northcraftanalytics.com/ Click on View Demo to see the product in action From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Shane Buchholz Sent: Friday, July 22, 2011 12:09 PM To: arslist@ARSLIST.ORG Subject: Ticket data content issues (Healthcare Industry) ** I have had a request from our security officer to find out if there are any specific security concerns we should be aware of in relation to processing Incident tickets in a healthcare environment. I think he is specifically looking at the Summary, Notes and Work Info data that could be entered by the Service Desk or any of the Technicians/Analysts. If anyone from the healthcare industry has some insight they could share I would appreciate it. I apologize for not being able to be detailed in the request, but this was presented to me as a hypothetical so I don't have much to go on. ARS 7.5 ITSM 7.6 Windows Server 2008 (64-bit) SQL 2005 Thanks, Shane Buchholz Systems Analyst II - Remedy I.S. Business Operations Samaritan Health Services Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist
Ticket data content issues (Healthcare Industry)
I have had a request from our security officer to find out if there are any specific security concerns we should be aware of in relation to processing Incident tickets in a healthcare environment. I think he is specifically looking at the Summary, Notes and Work Info data that could be entered by the Service Desk or any of the Technicians/Analysts. If anyone from the healthcare industry has some insight they could share I would appreciate it. I apologize for not being able to be detailed in the request, but this was presented to me as a hypothetical so I don't have much to go on. ARS 7.5 ITSM 7.6 Windows Server 2008 (64-bit) SQL 2005 Thanks, Shane Buchholz Systems Analyst II - Remedy I.S. Business Operations Samaritan Health Services Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Form View Issue
Just to clarify... You are going to Layout and selecting Show Actual View Size and then modifying the size by using the modifiable black lines at the edges of your form? Thanks, Shane Buchholz Systems Analyst II - Remedy I.S. Business Operations Samaritan Health Services -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of uday kiran Sent: Friday, May 27, 2011 7:16 AM To: arslist@ARSLIST.ORG Subject: Re: Form View Issue Hi Thank you I did the same but still i am getting spaces. Thanks On Fri, May 27, 2011 at 7:43 PM, Andrew C Goodall ago...@jcpenney.com wrote: Check the Actual Size of the view in Dev studio - adjust actual size as needed - look for black line and black corner box that you can drag in with cursor to adjust actual size. Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com | -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of uday kiran Sent: Friday, May 27, 2011 9:10 AM To: arslist@ARSLIST.ORG Subject: Form View Issue Hi , In 7.6 we created a Form and a View for it , we customized the view , but when we open the view in Midtier , It showing some extra space at the bottom What can be the issue .. Thanks, Anil ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Search Menu Formatting
Not sure this made it through the first time. Reposting. Thanks, Shane Buchholz Systems Analyst II - Remedy Information Services Operations Samaritan Health Services From: Shane Buchholz Sent: Tuesday, May 17, 2011 10:15 AM To: 'arslist@ARSLIST.ORG' Subject: Search Menu Formatting I have once again struck out with BMC Support, and am hoping someone here might be able to help with my issue. I have not had any luck browsing through the archives here or the manuals or the BMC KB. I am currently having an issue with the Assignee Group field in Task Management not working correctly. When trying to perform a search on this field it does not find many groups that are configured. My hope is to try and set this field up to work the same as its counterpart on the Incident Management Best Practice View form. I would like my users to be able to use the dropdown menu as a multi-tiered menu to select the Support Group they need to assign the Task to. If that is not possible then I would at least like the search functionality to bring up the Support Groups that are being searched for. (Extra bonus would be if both would function. I know, it's a pipe dream) I have tried modifying the menu attached to the field and set it the same as the Incident form, but this does not change the behavior. I copied over all the field properties exactly, and still no change. I have also copied over the field from Incident to see if the behavior will follow, but it reverts to the same format that is already on the Task form. I am at a loss here on how to manipulate this to my needs. Any help would be greatly appreciated. ARS 7.5 patch 3 ITSM 7.6. 00 SQL 2005 Server 2008 (64-bit) Thanks, Shane Buchholz Systems Analyst II - Remedy Information Services Operations Samaritan Health Services Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Search Menu Formatting
I have once again struck out with BMC Support, and am hoping someone here might be able to help with my issue. I have not had any luck browsing through the archives here or the manuals or the BMC KB. I am currently having an issue with the Assignee Group field in Task Management not working correctly. When trying to perform a search on this field it does not find many groups that are configured. My hope is to try and set this field up to work the same as its counterpart on the Incident Management Best Practice View form. I would like my users to be able to use the dropdown menu as a multi-tiered menu to select the Support Group they need to assign the Task to. If that is not possible then I would at least like the search functionality to bring up the Support Groups that are being searched for. (Extra bonus would be if both would function. I know, it's a pipe dream) I have tried modifying the menu attached to the field and set it the same as the Incident form, but this does not change the behavior. I copied over all the field properties exactly, and still no change. I have also copied over the field from Incident to see if the behavior will follow, but it reverts to the same format that is already on the Task form. I am at a loss here on how to manipulate this to my needs. Any help would be greatly appreciated. ARS 7.5 patch 3 ITSM 7.6. 00 SQL 2005 Server 2008 (64-bit) Thanks, Shane Buchholz Systems Analyst II - Remedy Information Services Operations Samaritan Health Services Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Odd Search Behavior
I have a search being performed by a user that is returning unexpected results,
and I was hoping someone may know why. I have a theory, but would like to see
what the experts in the community think.
Below is a modified version of the search being performed:
('Assigned Group*+' = Group 1 OR 'Assigned Group*+' = Group 2 OR 'Assigned
Group*+' = Group 3) AND ( 'Assignee+' != Jane Doe) AND ( 'Submit Date'
= $Start Date$ AND 'Submit Date' $End Date$ ) AND ('Status*' !=
Cancelled)
This search is returning the expected results on tickets assigned to
individuals, but does not return results for tickets that have not yet been
assigned. Any insight would be great. I am mainly just curious why NULL
fields are not included in the search.
Thanks in advance for any feedback.
ARS 7.5
ITSM 7.6 0
SQL 2005
Server 2008 (64-bit)
Thanks,
Shane Buchholz
Systems Analyst II - Remedy
Information Services Operations
Samaritan Health Services
Confidentiality Notice: This e-mail message, including any attachments, is
for the sole use of the intended recipient(s) and may contain confidential
and privileged information. Any unauthorized review, use, disclosure or
distribution is prohibited. If you are not the intended recipient, please
contact the sender by reply e-mail and destroy all copies of the original
message.
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Re: Odd Search Behavior
Thanks Jason, that is exactly what I thought it was doing. When we added
'Assigned Group+' = $NULL$ during testing it worked like we wanted it to.
Thanks,
Shane Buchholz
Systems Analyst II - Remedy
Information Services Operations
Samaritan Health Services
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Thursday, May 12, 2011 9:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: Odd Search Behavior
** Hi Shane,
Doug gave an explanation no to long ago. You can view it here:
http://old.nabble.com/Re%3A-Question-about-NULL-p31147507.html
Jason
On Thu, May 12, 2011 at 8:51 AM, Shane Buchholz
sha...@samhealth.orgmailto:sha...@samhealth.org wrote:
**
I have a search being performed by a user that is returning unexpected results,
and I was hoping someone may know why. I have a theory, but would like to see
what the experts in the community think.
Below is a modified version of the search being performed:
('Assigned Group*+' = Group 1 OR 'Assigned Group*+' = Group 2 OR 'Assigned
Group*+' = Group 3) AND ( 'Assignee+' != Jane Doe) AND ( 'Submit Date'
= $Start Date$ AND 'Submit Date' $End Date$ ) AND ('Status*' !=
Cancelled)
This search is returning the expected results on tickets assigned to
individuals, but does not return results for tickets that have not yet been
assigned. Any insight would be great. I am mainly just curious why NULL
fields are not included in the search.
Thanks in advance for any feedback.
ARS 7.5
ITSM 7.6 0
SQL 2005
Server 2008 (64-bit)
Thanks,
Shane Buchholz
Systems Analyst II - Remedy
Information Services Operations
Samaritan Health Services
Confidentiality Notice: This e-mail message, including any attachments, is
for the sole use of the intended recipient(s) and may contain confidential
and privileged information. Any unauthorized review, use, disclosure or
distribution is prohibited. If you are not the intended recipient, please
contact the sender by reply e-mail and destroy all copies of the original
message.
_attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers
Are_
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Adding columns to an attachment pool
I have not been able to find an answer to this by browsing the BMC KB, ARSList or the product documentation so I was hoping someone here might have the answer. I have a request to add a new column to an attachment pool that would display the date an attachment is added. Is this something that is possible? I have not been able to find a way to do this. Any insight would be appreciated. ARS 7.5 ITSM 7.6 Windows 2008 SQL 2005 Thanks, Shane Buchholz Systems Analyst II - Remedy Information Services Business Operations Samaritan Health Services Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Resolved: How do I remove dead space in Mid-Tier?
I was able to find the solution for this in the Developers Studio. Thanks Brien for that pointer. In Dev Studio -- Layout-- Show Actual View Size Now you can find the little black box controls on the edges of the form and drag the whole window to the size you need. Hope that is what you meant! Thank you everyone for your responses. Thanks, Shane Buchholz Systems Analyst II - Remedy Information Services Operations Samaritan Health Services 541-768-4740 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of LJ LongWing Sent: Tuesday, November 16, 2010 3:49 PM To: arslist@ARSLIST.ORG Subject: Re: How do I remove dead space in Mid-Tier? ** Shane, The Mid Tier makes a view as big as you have for fields in the view. This includes hidden fieldsso the only way I have been able to find is to add everything to a page holder in multiple tabs and ensure that everything you have on the form is within the area you want displayed. The suggestion by another user will set the size of the screen, but will not eliminate the scroll bars. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Shane Buchholz Sent: Tuesday, November 16, 2010 3:17 PM To: arslist@ARSLIST.ORG Subject: How do I remove dead space in Mid-Tier? ** Is there a way to limit the amount of dead space visible in the Mid-Tier? Right now most of my users have scrollbars in IE 7, and the scrollbars scroll down far enough that the forms are out of view. I am trying to determine how to set this so it only scrolls down to view the length of the form. My users are very frustrated. Any ideas would be appreciated. ARS 7.5 ITSM 7.6 Windows Server 2008 (64-bit) SQL 2005 Thanks, Shane Buchholz Systems Analyst II - Remedy Information Services Operations Samaritan Health Services Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
How do I remove dead space in Mid-Tier?
Is there a way to limit the amount of dead space visible in the Mid-Tier? Right now most of my users have scrollbars in IE 7, and the scrollbars scroll down far enough that the forms are out of view. I am trying to determine how to set this so it only scrolls down to view the length of the form. My users are very frustrated. Any ideas would be appreciated. ARS 7.5 ITSM 7.6 Windows Server 2008 (64-bit) SQL 2005 Thanks, Shane Buchholz Systems Analyst II - Remedy Information Services Operations Samaritan Health Services Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Ticket Modify Permissions
Does anyone know a quick way to grant write access to all tickets for my user base? We are on the verge of a revolt after moving from ITSM 5.6 to 7.6. Any thoughts would be appreciated. AR - 7.5 ITSM - 7.6 SQL 2005 Windows 2008 (64-bit) Thanks, Shane Buchholz Systems Analyst II - Remedy Information Services Operations Samaritan Health Services Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Resolved - Pushing Field data from Incident to Task
Thanks for all of the responses on this. I decided to go with the idea of display-only fields in Task, and this seems to work for what my users need. Thanks, Shane Buchholz Systems Analyst II - Remedy Information Services Operations Samaritan Health Services From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Sabyson Fernandes Sent: Wednesday, October 06, 2010 11:31 AM To: arslist@ARSLIST.ORG Subject: Re: Pushing Field data from Incident to Task ** Shane, What you are looking for is the set fields action that is triggered when the Relate Ad-hoc Task action is triggered via the Add task button. You will need to add to the list of fields in that set field, so when the user is creating the ad-hoc task this information is updated. Now, there is an issue if the fields that are copied across get updated on the incident you need to add additional workflow to push the updates to all the tasks that have this information. We have the relationship and you can view the parent incident/change, but I know techs do not want to open up the incident form, from the task as it involves extra clicks and they end up having many windows open in the background. To get around this update issue, I use display only fields on the task form and when the task is opened I pull the information back from the parent request (incident/change). Hope this is helpful. Regards, Saby --- On Tue, 10/5/10, Shane Buchholz sha...@samhealth.org wrote: From: Shane Buchholz sha...@samhealth.org Subject: Pushing Field data from Incident to Task To: arslist@ARSLIST.ORG Date: Tuesday, October 5, 2010, 5:40 PM ** I am hoping that someone may be able to help me in what is probably a simple process that I am overcomplicating. We have a need to add additional fields to both the Incident and Task forms in ITSM. What I am trying to work out is how to push values from the Incident into the Task when the Task is first created. Right now some basic data flows through (Requester Info, Location, etc.), but I have been unable to duplicate this. The process should work as follows: 1. Incident is created (HPD:Help Desk – Best Practice View) 2. User starts to create a Task (HPD:Help Desk Dialogs – Task View) 3. Request Type set to Ad Hoc and Relate button (z3Btn_AddTaskTG) clicked. 4. Task form (TMS:Task) is opened, and select data is preset in the Task. What I need to do is add functionality so that my fields populate from step 3 to step 4. I have a fairly good understanding of general workflow in ARS, but not a very good knowledge of the more advanced functions. Pulling logs of the workflow as it happens has not helped me to determine where the data push takes place. ARS 7.5 ITSM 7.6 SQL 2005 Windows 2008 (64-bit) Any help would be appreciated, and I apologize if this is a simple solution that I have just not discovered yet. Thanks, Shane Buchholz Systems Analyst II - Remedy Information Services Samaritan Health Services Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_
Re: Ticket Modify Permissions
Sorry, this is in reference to my licensed user base. I am looking at removing the restriction of only being able to modify tickets that are in Support Groups that you belong you. Thanks, Shane Buchholz Systems Analyst II - Remedy Information Services Operations Samaritan Health Services From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Mahesh Sent: Tuesday, October 19, 2010 10:05 AM To: arslist@ARSLIST.ORG Subject: Re: Ticket Modify Permissions ** Have you looked into Submitter Mode settings ? Thanks Mahesh On Tue, Oct 19, 2010 at 11:16 AM, Shane Buchholz sha...@samhealth.orgmailto:sha...@samhealth.org wrote: ** Does anyone know a quick way to grant write access to all tickets for my user base? We are on the verge of a revolt after moving from ITSM 5.6 to 7.6. Any thoughts would be appreciated. AR - 7.5 ITSM - 7.6 SQL 2005 Windows 2008 (64-bit) Thanks, Shane Buchholz Systems Analyst II - Remedy Information Services Operations Samaritan Health Services Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. _attend WWRUG10 www.wwrug.comhttp://www.wwrug.com/ ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Pushing Field data from Incident to Task
I am hoping that someone may be able to help me in what is probably a simple process that I am overcomplicating. We have a need to add additional fields to both the Incident and Task forms in ITSM. What I am trying to work out is how to push values from the Incident into the Task when the Task is first created. Right now some basic data flows through (Requester Info, Location, etc.), but I have been unable to duplicate this. The process should work as follows: 1. Incident is created (HPD:Help Desk - Best Practice View) 2. User starts to create a Task (HPD:Help Desk Dialogs - Task View) 3. Request Type set to Ad Hoc and Relate button (z3Btn_AddTaskTG) clicked. 4. Task form (TMS:Task) is opened, and select data is preset in the Task. What I need to do is add functionality so that my fields populate from step 3 to step 4. I have a fairly good understanding of general workflow in ARS, but not a very good knowledge of the more advanced functions. Pulling logs of the workflow as it happens has not helped me to determine where the data push takes place. ARS 7.5 ITSM 7.6 SQL 2005 Windows 2008 (64-bit) Any help would be appreciated, and I apologize if this is a simple solution that I have just not discovered yet. Thanks, Shane Buchholz Systems Analyst II - Remedy Information Services Samaritan Health Services Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Has anyone got Tasks working in ITSM 7.6 Patch 001 - Service Desk Module
We experienced both of these issues when we implemented as well. a) I don’t know if a bug has been reported on this particular issue, but the behavior is different depending on how you access the task. a. If you double click on the task it opens behind the dialogue window. b. If you select the task and click on View it will open correctly b) All tasks start off in the Staged status if the incident has not been put into at least the In Progress status. Once the incident is changed to In Progress or Pending then the task will move out of staged and into Pending or Assigned. I believe this is part of the design to enforce the proper workflow so that tasks are not started before the system recognizes that work has begun on the Incident. I hope that helps a little. Thanks, Shane Buchholz Systems Analyst II - Remedy Information Services Operations Samaritan Health Services From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Terry Bootsma Sent: Thursday, September 23, 2010 7:49 AM To: arslist@ARSLIST.ORG Subject: Has anyone got Tasks working in ITSM 7.6 Patch 001 - Service Desk Module ** Hi everyone: Senddriver?nimlet=showcanvas I am wondering if anyone else is having difficulty with the OOB Task implementation within Service Desk ITSM 7.6 Patch 001 (Windows). We are upgrading from 7.1 to 7.6 and one of the features that we use is the Task features associated with Incident Management. However, the 7.6 OOB implementation of tasks when it comes to Incidents is very buggy. Things like: (a) Modal dialog boxes bringing up task details in behind the modal dialog box, making it impossible to update the task without closing the dialog box. (b) All tasks (ad-hoc, task template, and task group template) coming up in the Staged status and not allowing you to move it out of this status. I'd be interested in hearing if anyone else is having this issue, and if so, what you did to get around this... Thanks.. Terry _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message.
Re: Changing row highlight color
That's what I was looking for. Thanks for your help. Thanks, Shane Buchholz Systems Analyst II - Remedy Information Services Operations Samaritan Health Services -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ashcraft, Roy W CTR USAF AFWA 2 SYOS/SYOE Sent: Thursday, September 09, 2010 8:22 AM To: arslist@ARSLIST.ORG Subject: Re: Changing row highlight color Shane, In the 7.5 Mid-Tier guide, page 83 (section is page 74-86). tr.SelPrimary td and tr.SelSecondry td affect the primary and secondary row selections You would edit these in the appropriate arsystem.css file (midTierInstallDir\resources\standard\stylesheets). If you only want your changes to effect a single form or table, then you can add custom tags to the end of the file and then reference those tags on the field properties. Thanks, Roy //SIGNED// ROY ASHCRAFT, Contractor, 2 SOS/SYOE Remedy ARS Support, SAIC (402) 294-8225, DSN 271-8225 roy.ashcraft@offutt.af.mil -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Shane Buchholz Sent: Wednesday, September 08, 2010 12:28 PM To: arslist@ARSLIST.ORG Subject: Re: Changing row highlight color -- Information from the mail header --- Sender: Action Request System discussion list(ARSList) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Changing row highlight color
I am wondering if it is possible to change the highlight color used on selected rows in the MidTier. We are looking at making some background color modifications to our tables, and unfortunately the highlight color is hindering our efforts. I have not been able to find anything by perusing the manuals, and have also not been able to find anything useful on the Knowledge Base. Any help here would be appreciated. ARS 7.5 ITSM 7.6 SQL 2005 Windows 2008 (64-bit) Thanks, Shane Buchholz Systems Analyst II - Remedy Information Services Operations Samaritan Health Services Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Changing row highlight color
David, Thanks for the reply. I am not having issues setting the background color on the rows. The issue I am having is with the highlight color used in MidTier for the selected row. The default color is yellowish, and it is causing some confusion with users during testing. I would like to have the highlight be transparent so the actual row color would show through. Another option would be to select a color that does not fall in line with the color scheme we are trying to use. Again, any help is appreciated. Thanks, Shane Buchholz Systems Analyst II - Remedy Information Services Operations Samaritan Health Services From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Easter, David Sent: Wednesday, September 08, 2010 10:19 AM To: arslist@ARSLIST.ORG Subject: Re: Changing row highlight color ** Check on pages 217 and 218 of the Form and Application Objects Guide PDFhttp://documents.bmc.com/supportu/documents/53/78/95378/95378.pdf: Setting row colors This section explains how to set the colors of individual rows in a table. The colors are based on the value of one of the selection fields (see page 130) in the table. For example, you might make all New requests red and all Assigned requests green. Or, as shown in Figure 7-10, you might set engine parts whose status is Backordered in red to alert the assembly manager. [...] Note that in AR System 7.6.03, you can now do the same but with individual cells within a list table. i.e. each cell can have a different color based on the value. From What's New: BMC Remedy Action Request System 7.6.03 PDFhttp://documents.bmc.com/supportu/documents/80/99/168099/168099.pdf Cell background colors in list view tables In earlier releases, you could specify text and background color for individual rows in list view tables. Now, you can also specify background color for individual cells in list view tables. See the Form and Application Objects Guide, Setting cell background colors in list view tables. -David J. Easter Sr. Product Manager, Enterprise Service Management BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Shane Buchholz Sent: Wednesday, September 08, 2010 9:42 AM To: arslist@ARSLIST.ORG Subject: Changing row highlight color ** I am wondering if it is possible to change the highlight color used on selected rows in the MidTier. We are looking at making some background color modifications to our tables, and unfortunately the highlight color is hindering our efforts. I have not been able to find anything by perusing the manuals, and have also not been able to find anything useful on the Knowledge Base. Any help here would be appreciated. ARS 7.5 ITSM 7.6 SQL 2005 Windows 2008 (64-bit) Thanks, Shane Buchholz Systems Analyst II - Remedy Information Services Operations Samaritan Health Services Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: SYS Notification Messages Additional field configuration
Raja, There is some workflow that needs to be modified as well in order to make this work. I am providing a link to information that should hopefully help. http://www.remedyars.com/wiki/index.php?title=Adding_a_New_Field_to_Notifications Thanks, Shane Buchholz Systems Analyst II - Remedy Information Services Operations Samaritan Health Services From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Raja V Sent: Wednesday, July 07, 2010 9:01 AM To: arslist@ARSLIST.ORG Subject: SYS Notification Messages Additional field configuration ** Hi Listers, I want to add additional fields SYS Notification Messages form so I followed the below method to configure additional fields into the form list, 1. Open SYS:Form Field Selection form 2. Configure selection type as notification message selection 3. Module Name is Incident 4. Form Name and Select Fields From+ is HPD:Help Desk 5. Menu Label 1 is custom field from help desk form 6. Menu value 1, custom name for the selected field 7. Selection Code, I gave a custom code 20 8. Saved the form. Field Selection in SYS Notification Form 1. Select Module name as incident 2. Form Name as HPD:Help Desk 3. Select Message body Menu The configured field did appeared on the SYS Notification Form Menu List. But the configuration doesn't seems to be ending there, when I select the option that I created I am juz getting a blank space in the email body, when I select the field other than I configured I am getting #fieldname#. Any suggestion on this... I want the configured field to appear once I select. Do I have to configure anywhere else? Thanks Regards, Raja V 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.com _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Error while submitting incident
I have seen this with pop-up blockers, and it is also a common error if the Customer field is left blank. Thanks, Shane Buchholz Systems Analyst II - Remedy Information Services Operations Samaritan Health Services From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor Sent: Monday, June 21, 2010 8:37 AM To: arslist@ARSLIST.ORG Subject: Re: Error while submitting incident ** Do you have pop-up blockers enabled? I see this error frequently now when people fail to disable pop-up blockers before using Remedy. Things still seemed to work when then enabled in IE 6 (you could just ignore the pop-up telling you that you needed to disable them), but not in 7 or 8. Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of SriSamSri Appecherla Sent: Tuesday, June 15, 2010 2:10 PM To: arslist@ARSLIST.ORG Subject: Error while submitting incident ** Hi, I get an error while submitting an Incident through web using IE 7 browser. This does not happen from other browsers. Caught Exception: Object doesn't support this property or method Has anybody encountered such an error? ARS 7.5, ITSM 7.5, IE 7 Regards, SriSamSri Appecherla Mobile# +91 991 610 6008 _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Calculation errors in an Escalation
I have been dealing with a major frustration that I am hoping someone can clear up for me. Our organization has recently moved from ARS 6.3/ITSM 5.6 to ARS 7.5/ITSM 7.6. I am working on recreating some of our old custom workflow, and I am finding that I can no longer do calculations on a Date/Time field. The same functionality that worked in the previous version returns the error Data types are not appropriate for relational operation. in the new version. I am trying to do a Set Field action that sets the value of the field 'Escalate Date' to $TIMESTAMP$ + ($Escalate Minutes$ * 60). This same workflow works in ARS. 6.3. I have noticed this many times throughout our upgrade process, and figured it was time to ask the experts. Any ideas on this would be great. I have a feeling it is something easy that I am just overlooking. ARS - 7.5 ITSM - 7.6 Windows 2008 SQL 2005 Thanks, Shane Buchholz Systems Analyst II - Remedy Information Services Operations Samaritan Health Services Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Location Table Names
Does anyone know what table stores the location information? I am looking specifically for Region, Site Group, Site, Organization and Department. We are trying to provide a real-time interface for our users to update their information as it changes. The information itself would push into Active Directory, and then modify the People record in Remedy. What we need to do initially is to have a list of valid options for them to choose from. Without valid location information they are currently unable to submit tickets through our online interface. Any help or direction would be appreciated. ARS 7.5 ITSM 7.6 Windows Server 2008 SQL 2005 Thanks, Shane Buchholz Systems Analyst II - Remedy Information Services Operations Samaritan Health Services Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Location Table Names
Barb, Thanks for your quick response. I am looking more for the SQL Table Name that stores this information so that we can reference that for our Web Interface. I know the information is located in many, but I am trying to find the most direct table to query. Thanks, Shane Buchholz Systems Analyst II - Remedy Information Services Operations Samaritan Health Services From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Barb Wagner Sent: Wednesday, March 31, 2010 10:59 AM To: arslist@ARSLIST.ORG Subject: Re: Location Table Names ** Hi Shane the location information (not department) is stored in the tables that begin with the prefix SIT Barb Wagner Remedy Architect IBM Global Services (612) 397-2955 Tie Line 608-1958 bar...@us.ibm.com [cid:image001.gif@01CAD0C2.06620380]Shane Buchholz ---03/31/2010 12:46:29 PM---** Does anyone know what table stores the location information? I am looking specifically for Region, Site Group, Site, Organ Shane Buchholz sha...@samhealth.org Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 03/31/2010 12:43 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Location Table Names ** Does anyone know what table stores the location information? I am looking specifically for Region, Site Group, Site, Organization and Department. We are trying to provide a real-time interface for our users to update their information as it changes. The information itself would push into Active Directory, and then modify the People record in Remedy. What we need to do initially is to have a list of valid options for them to choose from. Without valid location information they are currently unable to submit tickets through our online interface. Any help or direction would be appreciated. ARS 7.5 ITSM 7.6 Windows Server 2008 SQL 2005 Thanks, Shane Buchholz Systems Analyst II - Remedy Information Services Operations Samaritan Health Services Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are inline: image001.gifinline: image003.pnginline: image004.png
Mid-Tier Hanging
I am having a consistent inconsistent problem in Mid-Tier, and was hoping someone here might have some ideas. My users are having issues with Mid-Tier hanging on occasion when trying to access a new form or link. This also happens on occasion when they are logging into the system. Usually they can just close the window/tab and click again with success, but I am not sure what is causing the hang in the first place. Since the issue is sporadic it is hard to nail down what exactly is causing it. All access is done through IE 7. Any thoughts or ideas would be appreciated. ARS 7.5 p3 ITSM 7.6 SQL 2005 Server 2008 64-bit Thanks, Shane Buchholz Systems Analyst II - Remedy Information Services Operations Samaritan Health Services Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Updating Site Address after a Push Field to Site
I may just be over thinking this issue, but I need to be able to have the Site Address field update when a Push Field from an escalation modifies the Site field. Most of the workflow around this change happens with a Menu Select or a Return function. We update Remedy accounts through Active Directory, and when the Site changes I need the address field to follow suit otherwise it renders the account invalid. I have tried modifying the existing workflow to run on Submit, Modify, After Submit and After Modify, but it will not update the Site Address. Workflow appears to be firing off of AL CTM:SHR:Site-STU-LookUp_100 followed by AL CTM:SHR:Site-STU-Setup-G-120_NotQuery which calls AL Guides SHR:SHR:SetupSiteAddress and CTM:SHR:Setup Site Menu. No matter how I process this workflow I cannot get this information to update with the Push Field. The workflow fires perfectly with Menu Select and on Return. Any insight would be helpful. ARS 7.5 p3 ITSM 7.6 SQL 2005 Windows Server 2008 64-bit Thanks, Shane Buchholz Systems Analyst II - Remedy Information Services Operations Samaritan Health Services Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Updating Site Address after a Push Field to Site
I missed that portion on my email. This is indeed on the CTM:People form, and the Site Address field updates when the Site is selected from the Menu or when you hit the Enter key in that field. The update to Site Address does pull the information from the SIT:Site Alias Company LookUp form I believe. Thanks, Shane Buchholz Systems Analyst II - Remedy Information Services Operations Samaritan Health Services From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Thad K Esser Sent: Tuesday, March 09, 2010 12:38 PM To: arslist@ARSLIST.ORG Subject: Re: Updating Site Address after a Push Field to Site ** Shane, If you are talking about the Site Address field on the CTM;People form, its a display only field. When a people record is displayed, the address gets built from the address info on SIT:Site for the corresponding site. Or am I missing what you are trying to do? Thad Esser Remedy Developer From: Shane Buchholz sha...@samhealth.org To: arslist@ARSLIST.ORG Date: 03/09/2010 12:21 PM Subject: Updating Site Address after a Push Field to Site Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG ** I may just be over thinking this issue, but I need to be able to have the Site Address field update when a Push Field from an escalation modifies the Site field. Most of the workflow around this change happens with a Menu Select or a Return function. We update Remedy accounts through Active Directory, and when the Site changes I need the address field to follow suit otherwise it renders the account invalid. I have tried modifying the existing workflow to run on Submit, Modify, After Submit and After Modify, but it will not update the Site Address. Workflow appears to be firing off of AL CTM:SHR:Site-STU-LookUp_100 followed by AL CTM:SHR:Site-STU-Setup-G-120_NotQuery which calls AL Guides SHR:SHR:SetupSiteAddress and CTM:SHR:Setup Site Menu. No matter how I process this workflow I cannot get this information to update with the Push Field. The workflow fires perfectly with Menu Select and on Return. Any insight would be helpful. ARS 7.5 p3 ITSM 7.6 SQL 2005 Windows Server 2008 64-bit Thanks, Shane Buchholz Systems Analyst II - Remedy Information Services Operations Samaritan Health Services Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ *IMPORTANT NOTICE: This communication, including any attachment, contains information that may be confidential or privileged, and is intended solely for the entity or individual to whom it is addressed. If you are not the intended recipient, you should delete this message and are hereby notified that any disclosure, copying, or distribution of this message is strictly prohibited. Nothing in this email, including any attachment, is intended to be a legally binding signature. * _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Problem Investigation Cancelled Status Reasons
Not sure if anyone ever answered this question for you, but my OOTB 7.6 has only one Status Reason for Cancelled and that is Duplicate Investigation. If these follow the same path as Incident Management then the process to change these is very convoluted and overly complicated. Shane Buchholz Systems Analyst - Remedy From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Thad K Esser Sent: Tuesday, February 16, 2010 4:17 PM To: arslist@ARSLIST.ORG Subject: Re: Problem Investigation Cancelled Status Reasons ** Almost. (This applies to 7.0.3, haven't seen 7.6 yet) There's a hidden enumerated field Invesitgation Status Reason (I just noticed the spelling - nice) that gets set with whatever the user chooses from the z1D_Status_Reason field (which is the one that they see and is display only). Workflow keeps them in sync. The display only field uses a search menu, so that is just configuration. But the hidden field is an enumerated field with fixed values for any possible status reason (not just cancelled). [cid:image001.gif@01CAAFD5.580FB640] I can add values to that field, but it also shows up on a couple of other forms, and I'd have track down any related workflow. Plus I don't want to use an ID that will be overwritten in future versions. All in all, its not a super-duper hard customization, but I'd rather avoid customizing at all. Being able to point to options in the next version would help me make my case. Thanks, Thad Esser Remedy Developer From: Rick Cook remedyr...@gmail.com To: arslist@ARSLIST.ORG Date: 02/16/2010 04:05 PM Subject: Re: Problem Investigation Cancelled Status Reasons Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG ** Well, since those are stored as form data, technically, they wouldn't be customizations, just configuration changes, right? Rick On Tue, Feb 16, 2010 at 4:02 PM, Thad K Esser tkes...@regence.commailto:tkes...@regence.com wrote: ** Hello, Can anyone tell me what status reasons are available for a Cancelled problem investigation in ITSM 7.6? I didn't see a list in the docs anywhere and I don't have 7.6 installed anywhere. We are on ITSM 7.0.3 patch 9, and the only status reason for cancelled is Duplicate Investigation. One of my customers is asking for more status reasons for Cancelled and I'm hoping to put off that customization until we can get to 7.6. Thanks, Thad Esser Remedy Developer *IMPORTANT NOTICE: This communication, including any attachment, contains information that may be confidential or privileged, and is intended solely for the entity or individual to whom it is addressed. If you are not the intended recipient, you should delete this message and are hereby notified that any disclosure, copying, or distribution of this message is strictly prohibited. Nothing in this email, including any attachment, is intended to be a legally binding signature. * _Platinum Sponsor: rmisoluti...@verizon.netmailto:rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ *IMPORTANT NOTICE: This communication, including any attachment, contains information that may be confidential or privileged, and is intended solely for the entity or individual to whom it is addressed. If you are not the intended recipient, you should delete this message and are hereby notified that any disclosure, copying, or distribution of this message is strictly prohibited. Nothing in this email, including any attachment, is intended to be a legally binding signature. * _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are inline: image001.gif
Where are attachment files stored
We are working to build a front end interface to access data from an old Remedy database. I am trying to determine how to grab attachments from the system. If anyone has information on this I would appreciate it. ARS 6.3 ITSM 5.6 SQL 2000 Windows Server 2003 Thanks, Shane Buchholz Systems Analyst 2 - Remedy Information Services - Operations Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Where are attachment files stored
We had already discovered the B table that stores the information, but as you mentioned we could not do anything with it. I will see if we can get them exported and access them that way. Thank you all for your responses. Shane From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza Sent: Wednesday, December 09, 2009 1:04 PM To: arslist@ARSLIST.ORG Subject: Re: Where are attachment files stored ** Shane, They are stored in the corresponding B tables in the database, but like LJ mentioned, there is no point really of knowing that as access to attachment can be done only using the API layer.. They are stored in the B tables using a proprietary compression format. So retrieving them in a compressed format without having them uncompressed is of no value. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org]on Behalf Of Jeremy Muchler Sent: Wednesday, December 09, 2009 3:35 PM To: arslist@ARSLIST.ORG Subject: Re: Where are attachment files stored ** The attachments are stored on a separate table in the database. Full details (and diagrams) are available in the Databse Reference Guide on page 27 (for diagrams) and page 38 for the description specific to how attachments are stored. If you do not have the Database Ref doc, please contact me off list and I can send it to you. Thanks, Jeremy On Wed, Dec 9, 2009 at 2:36 PM, Shane Buchholz sha...@samhealth.orgmailto:sha...@samhealth.org wrote: ** We are working to build a front end interface to access data from an old Remedy database. I am trying to determine how to grab attachments from the system. If anyone has information on this I would appreciate it. ARS 6.3 ITSM 5.6 SQL 2000 Windows Server 2003 Thanks, Shane Buchholz Systems Analyst 2 - Remedy Information Services - Operations Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
ITSM 7 Incident Templates
I am running in to a problem that I am hoping someone might have a solution for. I am trying to create templates for Incident Management, but none of them are visible after creation. There are no issues during the creation process itself, but I have tried with multiple users, and nobody has visibility to use the templates. I am supposed to be doing a demo of the templates in three hours. Any help would be appreciated. AR 7.1 ITSM 7.03 SQL 2005 Thanks, Shane Buchholz Systems Analyst II - Remedy Information Services - Operations Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: ITSM 7 Incident Templates
I set this option in the initial setup, but still have no visibility. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pargeter, Christie :CO IS Sent: Wednesday, September 02, 2009 11:04 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 Incident Templates ** On the Authored For Groups tab the table at the bottom is the list of support groups that can see the template. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Shane Buchholz Sent: Wednesday, September 02, 2009 10:51 AM To: arslist@ARSLIST.ORG Subject: ITSM 7 Incident Templates ** I am running in to a problem that I am hoping someone might have a solution for. I am trying to create templates for Incident Management, but none of them are visible after creation. There are no issues during the creation process itself, but I have tried with multiple users, and nobody has visibility to use the templates. I am supposed to be doing a demo of the templates in three hours. Any help would be appreciated. AR 7.1 ITSM 7.03 SQL 2005 Thanks, Shane Buchholz Systems Analyst II - Remedy Information Services - Operations Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: ITSM 7 Incident Templates
I am creating templates from the App Admin Console. My test users have Task User permissions. One thing that looks a bit odd is that the 'Viewing Templates for Support Group' field on the 'Incident Template Selection' form shows up as display-only with // as the default for the field. We have the option to select support groups from the drop-down menu, but none of them populate any of the created templates. I have tried pulling logs, but no workflow seems to be firing when I select the group from this list. Shane From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Chowdhury, Tauf Sent: Wednesday, September 02, 2009 11:35 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 Incident Templates ** Also remember when modifying incident templates, go in through the APP ADMIN CONSOLE Custom Config. For some reason, opening the Incident Template form directly does funky things... Make sure that you have all the support groups that should have access to it in the Authored for Groups table. Also, if you have opened the form directly and modified records, make sure there are no duplicate entries. Tauf Chowdhury Analyst, Service Management Office: 631.858.7765 Mobile:646.483.2779 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Shane Buchholz Sent: Wednesday, September 02, 2009 2:20 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 Incident Templates ** I set this option in the initial setup, but still have no visibility. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pargeter, Christie :CO IS Sent: Wednesday, September 02, 2009 11:04 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 Incident Templates ** On the Authored For Groups tab the table at the bottom is the list of support groups that can see the template. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Shane Buchholz Sent: Wednesday, September 02, 2009 10:51 AM To: arslist@ARSLIST.ORG Subject: ITSM 7 Incident Templates ** I am running in to a problem that I am hoping someone might have a solution for. I am trying to create templates for Incident Management, but none of them are visible after creation. There are no issues during the creation process itself, but I have tried with multiple users, and nobody has visibility to use the templates. I am supposed to be doing a demo of the templates in three hours. Any help would be appreciated. AR 7.1 ITSM 7.03 SQL 2005 Thanks, Shane Buchholz Systems Analyst II - Remedy Information Services - Operations Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. 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, or the employee or agent responsible for delivering this e-mail to the intended recipient, 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. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: ITSM 7 Incident Templates
I am trying to test the templates on two existing groups Help Desk and Account Services. I have created the templates to be visible by both groups, and each of the testers has access to these groups. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of SUBSCRIBE arslist Melissa Sent: Wednesday, September 02, 2009 11:50 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 Incident Templates ** Does your user have a default group set up? From: Shane Buchholz sha...@samhealth.org To: arslist@ARSLIST.ORG Date: 09/02/2009 01:47 PM Subject: Re: ITSM 7 Incident Templates Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG ** I am creating templates from the App Admin Console. My test users have Task User permissions. One thing that looks a bit odd is that the 'Viewing Templates for Support Group' field on the 'Incident Template Selection' form shows up as display-only with // as the default for the field. We have the option to select support groups from the drop-down menu, but none of them populate any of the created templates. I have tried pulling logs, but no workflow seems to be firing when I select the group from this list. Shane From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Chowdhury, Tauf Sent: Wednesday, September 02, 2009 11:35 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 Incident Templates ** Also remember when modifying incident templates, go in through the APP ADMIN CONSOLE Custom Config. For some reason, opening the Incident Template form directly does funky things... Make sure that you have all the support groups that should have access to it in the Authored for Groups table. Also, if you have opened the form directly and modified records, make sure there are no duplicate entries. Tauf Chowdhury Analyst, Service Management Office: 631.858.7765 Mobile:646.483.2779 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Shane Buchholz Sent: Wednesday, September 02, 2009 2:20 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 Incident Templates ** I set this option in the initial setup, but still have no visibility. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pargeter, Christie :CO IS Sent: Wednesday, September 02, 2009 11:04 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 Incident Templates ** On the Authored For Groups tab the table at the bottom is the list of support groups that can see the template. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Shane Buchholz Sent: Wednesday, September 02, 2009 10:51 AM To: arslist@ARSLIST.ORG Subject: ITSM 7 Incident Templates ** I am running in to a problem that I am hoping someone might have a solution for. I am trying to create templates for Incident Management, but none of them are visible after creation. There are no issues during the creation process itself, but I have tried with multiple users, and nobody has visibility to use the templates. I am supposed to be doing a demo of the templates in three hours. Any help would be appreciated. AR 7.1 ITSM 7.03 SQL 2005 Thanks, Shane Buchholz Systems Analyst II - Remedy Information Services - Operations Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. 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, or the employee or agent responsible for delivering this e-mail to the intended recipient, 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. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum
Re: ITSM 7 Incident Templates -RESOLVED-
That was the piece that was missing. The templates are now visible. Thank you all for your help. Shane From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Tomasiewicz, Mike (Information Technology) Sent: Wednesday, September 02, 2009 12:00 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 Incident Templates ** Bingo!! Ran into this one last week. The user account must have a default group setup or the templates will be a no-show! .:Mike:. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of SUBSCRIBE arslist Melissa Sent: Wednesday, September 02, 2009 1:50 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 Incident Templates ** Does your user have a default group set up? From: Shane Buchholz sha...@samhealth.org To: arslist@ARSLIST.ORG Date: 09/02/2009 01:47 PM Subject: Re: ITSM 7 Incident Templates Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG ** I am creating templates from the App Admin Console. My test users have Task User permissions. One thing that looks a bit odd is that the 'Viewing Templates for Support Group' field on the 'Incident Template Selection' form shows up as display-only with // as the default for the field. We have the option to select support groups from the drop-down menu, but none of them populate any of the created templates. I have tried pulling logs, but no workflow seems to be firing when I select the group from this list. Shane From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Chowdhury, Tauf Sent: Wednesday, September 02, 2009 11:35 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 Incident Templates ** Also remember when modifying incident templates, go in through the APP ADMIN CONSOLE Custom Config. For some reason, opening the Incident Template form directly does funky things... Make sure that you have all the support groups that should have access to it in the Authored for Groups table. Also, if you have opened the form directly and modified records, make sure there are no duplicate entries. Tauf Chowdhury Analyst, Service Management Office: 631.858.7765 Mobile:646.483.2779 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Shane Buchholz Sent: Wednesday, September 02, 2009 2:20 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 Incident Templates ** I set this option in the initial setup, but still have no visibility. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pargeter, Christie :CO IS Sent: Wednesday, September 02, 2009 11:04 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 Incident Templates ** On the Authored For Groups tab the table at the bottom is the list of support groups that can see the template. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Shane Buchholz Sent: Wednesday, September 02, 2009 10:51 AM To: arslist@ARSLIST.ORG Subject: ITSM 7 Incident Templates ** I am running in to a problem that I am hoping someone might have a solution for. I am trying to create templates for Incident Management, but none of them are visible after creation. There are no issues during the creation process itself, but I have tried with multiple users, and nobody has visibility to use the templates. I am supposed to be doing a demo of the templates in three hours. Any help would be appreciated. AR 7.1 ITSM 7.03 SQL 2005 Thanks, Shane Buchholz Systems Analyst II - Remedy Information Services - Operations Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. 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, or the employee or agent responsible for delivering this e-mail to the intended recipient, 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
-RESOLVED -RE: LDAP question
Shawn, This is exactly what we were looking for. Thanks for providing the information. Thanks, Shane Buchholz From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Friday, May 29, 2009 2:20 PM To: arslist@ARSLIST.ORG Subject: Re: LDAP question ** I built a custom Vendor form on my own so I could pull in some fields that I wanted and leave out others. Anyway, if you set up an escalation or filter to modify People data (I use a filter, with the escalation pushing to a staging form where all the transformation and other filters take place) put something like this in the Run If Criteria: ( 'userAccountControl' = 514) OR ( 'userAccountControl' = 546) OR ( 'userAccountControl' = 65538) OR ( 'userAccountControl' = 66050) At least in my organization, this is sufficient to identify accounts that should be marked Obsolete. Shawn Pierson From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Shane Buchholz Sent: Friday, May 29, 2009 2:05 PM To: arslist@ARSLIST.ORG Subject: LDAP question ** We are trying to configure Remedy to set the Profile Status to Obsolete in the CTM:People form when they have been deleted from Active Directory. The most logical approach is to use an escalation that will fire at regular intervals to keep the CTM:People form as up to date as possible, but the limitations of the workflow seem to make this impossible to do. We are using the inetorgperson form to pull data in from AD, and have an escalation that fires and creates new accounts in the CTM:People form. It recognizes new accounts, but we haven't been able to determine how to have it recognize that an account is no longer in AD. Please let me know if this is even possible, and if so what the best approach is. ARS 7.1 ITSM 7.1 SQL Server 2005 Windows Server 2003 Thanks, Shane Buchholz Information Security Specialist Account Services - Information Services Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ Private and confidential as detailed herehttp://www.sug.com/disclaimers/default.htm#Mail. If you cannot access hyperlink, please e-mail sender. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
LDAP question
We are trying to configure Remedy to set the Profile Status to Obsolete in the CTM:People form when they have been deleted from Active Directory. The most logical approach is to use an escalation that will fire at regular intervals to keep the CTM:People form as up to date as possible, but the limitations of the workflow seem to make this impossible to do. We are using the inetorgperson form to pull data in from AD, and have an escalation that fires and creates new accounts in the CTM:People form. It recognizes new accounts, but we haven't been able to determine how to have it recognize that an account is no longer in AD. Please let me know if this is even possible, and if so what the best approach is. ARS 7.1 ITSM 7.1 SQL Server 2005 Windows Server 2003 Thanks, Shane Buchholz Information Security Specialist Account Services - Information Services Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: LDAP question
Lyle, This is the first approach I attempted, but inetorgperson is a vendor form and does not show up in the list of possible forms to join. I was trying to avoid creating another form to store the same data, but it sounds like that may be the only option available. Shane From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor Sent: Friday, May 29, 2009 12:11 PM To: arslist@ARSLIST.ORG Subject: Re: LDAP question ** If you created an outer-join form between CTM:People and your AD form, you could run a query or have a table qualification where you have a value from CTM:People but the corresponding value from the AD form is NULL. That would give you all the records that are in CTM:People but not in AD. For example, Let's say that you join the two forms on Remedy Login ID = cn. Then you add something like the lastModifiedDate from AD. If you query that form where lastModifiedDate is NULL, you'll get back all the records that don't have a match in AD. Does that make sense? Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Shane Buchholz Sent: Friday, May 29, 2009 1:05 PM To: arslist@ARSLIST.ORG Subject: LDAP question ** We are trying to configure Remedy to set the Profile Status to Obsolete in the CTM:People form when they have been deleted from Active Directory. The most logical approach is to use an escalation that will fire at regular intervals to keep the CTM:People form as up to date as possible, but the limitations of the workflow seem to make this impossible to do. We are using the inetorgperson form to pull data in from AD, and have an escalation that fires and creates new accounts in the CTM:People form. It recognizes new accounts, but we haven't been able to determine how to have it recognize that an account is no longer in AD. Please let me know if this is even possible, and if so what the best approach is. ARS 7.1 ITSM 7.1 SQL Server 2005 Windows Server 2003 Thanks, Shane Buchholz Information Security Specialist Account Services - Information Services Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Similar Group Names
I don't think it makes any sense at all to set it up like this, but I suspected that was the case. Thanks for the prompt response. Shane From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Robert Molenda Sent: Wednesday, September 17, 2008 3:46 PM To: arslist@ARSLIST.ORG Subject: Re: Similar Group Names ** Don't you just have to love the LIKE %Groupname% functionality? That's HD 5x for you... it is because of the LIKE queries... To get around this in the past we put a non-descript character in the group name which is getting 'duplicated' so your your example if you change Quest to Quest. (with a period) that will correct (circumvent) the issue although people might not like it but you get what you got. HTH Robert On Thu, Sep 18, 2008 at 8:33 AM, Shane Buchholz [EMAIL PROTECTED] wrote: ** I ran into an interesting problem today with group names that are similar. One group is called Quest, and another group has the word Request in it. Members of the group with Request in the name are seeing tickets assigned to the group called Quest without actually being members of the group. When I change the group name to have anything other than just Quest it works correctly. Has anyone seen this before, and maybe know the cause? I could not find anything on the Remedy Support site or in the ARList Archives. Any help would be appreciated. AR System - 6.3 Help Desk - 5.6 Windows 2003 Server SP2 SQL 8.0 Thanks, Shane Buchholz Information Security Specialist Remedy Administrator Account Services - Information Services __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ -- If it were not for the gutter, my mind would be homeless! __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Date/Time/Login+ append to WorkLog
I apologize if this is a newbie question, but I have been unable to locate the information I need. I am trying to find what workflow appends the Date/Time/Login+ into each Worklog entry. I have tried running AL and Filter logs on both the client and server, but cannot seem to track down when/where this is happening. I am trying to add more information into this entry if possible. Please let me know if anyone has an idea where the data comes from. ARS 6.3 Help Desk 5.6 Win2K3 Server Thanks, Shane Buchholz Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
ARS 7.0 Email Service missing
I am currently in the process of installing ARS 7.0 on a brand new server. After installing the Email Engine I am not getting the BMC Remedy Email Engine service. Any thoughts on what might be causing this? Thanks, Shane Buchholz Call Center Supervisor Samaritan Health Services [EMAIL PROTECTED] Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ARS 7.0 Email Service missing
We had rebooted several times, and still did see the Email service. We finally discovered that the EmailDaemon.properties was missing. We copied this over from the existing server, and ran a modified armaild.bat file which installed the service. Now we are running into issues with authentication when running the EmailStart.bat file. As far as I know we have set the correct password using the Application Service password. Here is the message we get when debugging: loaded library MessageType: 2 MessageNum: 623 MessageText: Authentication failed AppendedText: Any thoughts on what might be causing this? Thanks, Shane -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Mohan Panchangmath Sent: Wednesday, March 14, 2007 12:42 PM To: arslist@ARSLIST.ORG Subject: Re: ARS 7.0 Email Service missing ** Hi Shane, Some thing you must have tried already, but did you try restarting the box on which your AR Server and Email Engine reside to make the new services effective? If yes and the problem still seen, do check the system registry to see if the email engine service is present or not. We had a similar problem recently when we upgraded from AR Server 7.00 to 7.01 patch 001. We saw the AR Server services duplicated in our system (old and new) though the registry only showed the new BMC AR Server registry. With this the email engine service is behaving abnormally and does not start with the start of new BMC AR Server service though it dependent on it. I have created a ticket with Remedy but in vain..:o(( Do let know what you see.. Thanks, Mohan - Original Message From: Shane Buchholz [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wednesday, March 14, 2007 2:05:18 PM Subject: ARS 7.0 Email Service missing ** I am currently in the process of installing ARS 7.0 on a brand new server. After installing the Email Engine I am not getting the BMC Remedy Email Engine service. Any thoughts on what might be causing this? Thanks, Shane Buchholz Call Center Supervisor Samaritan Health Services [EMAIL PROTECTED] Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. __20060125___This posting was submitted with HTML in it___ _ Looking for earth-friendly autos? Browse http://autos.yahoo.com/green_center/;_ylc=X3oDMTE4MGw4Z2hlBF9TAzk3MTA3MDc2BHNlYwNtYWlsdGFncwRzbGsDZ3JlZW5jZW50ZXI- Top Cars by Green Rating at Yahoo! Autos' Green Center. __20060125___This posting was submitted with HTML in it___ Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Database Table Names
Is there a resource somewhere that breaks down the database table names for ARS? We are looking at archiving specific data for query purposes, but I cannot find any references as to which tables to search for the data needed. The naming structure within the database is not particularly intuitive, and our DBA is ready to call it quits on the data extraction. Any ideas on how to break down the tables would be helpful. ARS 6.3 Help Desk 6.0 Windows Server 2003 SQL 2000 Thanks, Shane Buchholz Call Center Supervisor Samaritan Health Services [EMAIL PROTECTED] Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Adding attachments through Email submission
Thanks Chad. Should have known that the path of least possible resistance would be the one to work in this case. Shane -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Hall Chad - chahal Sent: Wednesday, January 10, 2007 2:18 PM To: arslist@ARSLIST.ORG Subject: Re: Adding attachments through Email submission ** It's possible, but it may be quirky. Basically you need to do the following: 1. Attach the file to the email 2. Add a line to map the filename to the field ID of an attachment field: !536870913!: myfile.txt We use all custom apps so I'm not sure what extra considerations there might be for HelpDesk 5.6. I will say that we've had problems at times with certain characters in the filename (can't remember which ones). Chad Hall (501) 342-2650 _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Shane Buchholz Sent: Wednesday, January 10, 2007 3:48 PM To: arslist@ARSLIST.ORG Subject: Adding attachments through Email submission One of my users has requested that we provide the capability to add attachments to a Help Desk ticket that is submitted via email. I cannot find any specific references to this in the documentation, KB or on the list. Could be that I did not dig deep enough, but when the words started running together I decided to give up the hunt. Does anyone know if this is a possibility? Any tips or information would be greatly appreciated. ARS 6.3 Help Desk 5.6 Server 2003 SQL 2000 Thanks, Shane Buchholz Call Center Supervisor Samaritan Health Services [EMAIL PROTECTED] 541-768-4740 Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. * The information contained in this communication is confidential, is intended only for the use of the recipient named above, and may be legally privileged. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please resend this communication to the sender and delete the original message or any copy of it from your computer system. Thank you. * __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Adding attachments through Email submission
One of my users has requested that we provide the capability to add attachments to a Help Desk ticket that is submitted via email. I cannot find any specific references to this in the documentation, KB or on the list. Could be that I did not dig deep enough, but when the words started running together I decided to give up the hunt. Does anyone know if this is a possibility? Any tips or information would be greatly appreciated. ARS 6.3 Help Desk 5.6 Server 2003 SQL 2000 Thanks, Shane Buchholz Call Center Supervisor Samaritan Health Services [EMAIL PROTECTED] 541-768-4740 Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Cannot find Escalated? Escalation RESOLVED
Title: Cannot find Escalated? Escalation ** Thats the one. Don't know how I missed that. Must be Monday. Thanks, Shane -Original Message-From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]On Behalf Of Thomas BeanSent: Monday, October 23, 2006 11:49 AMTo: arslist@ARSLIST.ORGSubject: Re: Cannot find Escalated? Escalation** I'm using Help Desk 5.5, but I'm guessing the workflow probably didn't change much in version 5.6. The escalation that triggers the process is "RSM:ESC-SendNotification", this updates the RSM:Escalation form. A filter on this form named "RSM:ESC-SendHPDNotif" includes a Push Fields action to update the 'Escalated?' field on the source help desk case. Another similar filter named "RSM:ESC-SendCHGNotif" does the same for change requests. HTH, Thomas - Original Message ----- From: Shane Buchholz Newsgroups: gmane.comp.crm.arsystem.general Sent: Monday, October 23, 2006 12:20 Subject: Cannot find Escalated? Escalation ** ARS 6.3 Help Desk 5.6 SQL 2000 Windows 2003 Server I was hoping someone might have an idea what escalation updates the Escalated? field in Help Desk. I have been trying to backtrack the workflow, but cannot seem to trace the escalation. I have the issue currently where this field should change to "Yes" when a certain time criteria is met. The field will eventually change, but is not changing when the ticket is esclated which leads me to believe that the escalation is not firing often enough. Any help would be appreciated. Thanks, Shane Buchholz Call Center Supervisor Samaritan Health Services [EMAIL PROTECTED] Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. __20060125___This posting was submitted with HTML in it_20060125___This posting was submitted with HTML in it___ Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. __20060125___This posting was submitted with HTML in it___
Re: Whatsup -- Remedy
Title: Whatsup --> Remedy ** After looking over some of their documentation it appears that you can have the system send an email as part of the alert process. Haveyou looked at using the email engine to have tickets created on certain events? Shane Buchholz Call Center Supervisor Samaritan Health Services [EMAIL PROTECTED] -Original Message-From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]On Behalf Of Rusconi, Ignacio (I.)Sent: Tuesday, April 25, 2006 1:35 PMTo: arslist@ARSLIST.ORGSubject: Re: Whatsup -- Remedy** Can you give me any orientation of were to start... or any manual to look The exactly thing is to submit a ticket when an event occured. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick CookSent: Tuesday, April 25, 2006 2:51 PMTo: arslist@ARSLIST.ORGSubject: Re: Whatsup -- Remedy ** Pretty much any network monitoring software does this. Netcool, Marimba, HP OpenView, etc. The integrations are not that difficult. Rick From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rusconi, Ignacio (I.)Sent: Tuesday, April 25, 2006 10:23 AMTo: arslist@ARSLIST.ORGSubject: Whatsup -- Remedy ** Hi, Im use an application for monitoring some servers that calls whatsup. Does anybody knows if exist any integration/automatization that generates a ticket on Remedy whenever an events is performed on it. I mean when a server goes down this application must communicate within remedy and submit a ticket. Thanks! ARS 6.0 MS SQL SERVER 2000 Ignacio G. RusconiData Base Administrator Ford Argentina-TeleTech :.4756-9367.: +[EMAIL PROTECTED] +[EMAIL PROTECTED]Web. http://pacheco.ba.ford.com/pl/9898 ¿Sentiste un Ford últimamente? STRICTLY CONFIDENTIAL. The contents of this e-mail and any attachments are strictly confidential and property of Ford Argentina S.C.A. They may not be used or disclosed by someone who is not a named recipient. If you have received this e-mail in error please notify the sender by replying to this email inserting the word "Misdirected" as the message and delete the present message.__20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. __20060125___This posting was submitted with HTML in it___
