All,
This was a strange issue and resolution. What the core issue was is that there was some bad data in the "AR:System Searches Preferences" form. What had happened is that there was a saved search (in incident) using a report, however, the report was deleted. So it appears that when the "Landing page" opens for incident search or new, the system opens (or looks) at all the searches under "My Reports". So the bad report would not let the incident search or new form open. So I looked at the report info in the form and could not find it in the list of reports. When removed the report (there was only one), it worked. It took fiddler, user (pop-up) and mid-tier logging, for BMC support to find it, but they found the form that was causing the hang-up. After looking around I found the report. I wonder if this was a bug, but this might be a feature. If anyone wants any other info on this, let me know. Keep well and take care of your kidneys, Howard From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Arner, Todd Sent: Friday, June 29, 2012 11:27 AM To: arslist@ARSLIST.ORG Subject: Re: Incident new and search windows not opening for some users, in ITSM 7.6.4 ** Howard, I have seen similar issues where portions of a form will not display for a user that have the correct permissions. This issue also followed the user login on any PC. I found flushing the mid-tier cache resolved our issue. Hope that helps Todd Arner Great Lakes From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta) Sent: Friday, June 29, 2012 8:37 AM To: arslist@ARSLIST.ORG Subject: Incident new and search windows not opening for some users, in ITSM 7.6.4 ** Good morning, afternoon and evening all, I have a strange issue (well most of mine are), with some users not able open the incident search and new windows. I have verified that the users have the correct permissions (in fact I gave one the same rights that I have) and yet some users when they go to incident new or search the windows loading window comes up and just hangs. Also in the logging the last Activelink action is "ActiveLink: SHR:LHP:EventHandler_ReturnAnyOfTheseTerms - Fri Jun 29 2012 9:13:32 AM False actions:" and it just hangs there. If I use my login (or another that works) runs this activelink and then goes to the next action. Its not a pc issue, since I can use my login and everything works great, but if I use one of the users logins that have an issue the screen just hangs. Also I have tried this on a couple of other PCs with no luck. We have applied the latest hot fix to the mid-tiers and restarted them, with no luck. BMC support has no idea what might be the issue as of now (webex planned for later today), but I just wanted to see if anyone had seen anything like this. By the way the load window never times out. Any ideas? Happy Friday to all and take care of your kidneys, Howard <http://www.coxenterprises.com/> Description: Description: Cox Enterprises, Inc Howard Richter, Remedy Administrator 6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524 Email = howard.rich...@coxinc.com Office = 678.645.4633, Cell = 404.226.2745 Cox Innovation Agent (CIA) Description: http://innovation.coxenterprises.com/ideas/Badge%20Library/BadgeA-Md.png <http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge20-Lg.png> Description: http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge20-Md.png <http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge50-Lg.png> Description: http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge50-Md.png Submit your idea today for a chance to earn a badge and be entered into a monthly drawing for a $10 gift card. Submit your idea: http://innovation.coxenterprises.com/ <http://innovation.coxenterprises.com/ideas> ideas View your badges: http://innovation.coxenterprises.com/ideas/SitePages/ <http://innovation.coxenterprises.com/ideas/SitePages/yourbadges.aspx> yourbadges.aspx _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ _____ The information contained in this communication may be confidential, is intended only for the use of the recipient(s) named above, and may be legally privileged. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, or copying of this communication, or any of its contents, is strictly prohibited. If you have received this communication in error, please notify the sender immediately and destroy or delete the original message and any copy of it from your computer system. If you have any questions concerning this message, please contact the sender. _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
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