Problem with group and email messages

First, let me thank you all for the replay to friday's message. I set up a filter to send an email to a remedy group. What happens is that even if a user in the group has no email, Remedy puts in the Ar System Email Messages form a message for that user with the login for the email. It has

Problem on qualification

Hi all, I'm trying to send a message to the Assigned Group in Incident 7.1 when a ticket is assigned to a group. I set up this qualification: (('DB.Status'!='TR.Status') OR ('DB.Assigned Group' != 'TR.Assigned Group') and ('TR.Status'=Assigned) and ('Company'=MyCompany) Active on: Submit,

Contact vs Customer

Hi all, just an information: wich is the difference in Incident Management between Contact information and Customer information? Contact information is not alway filled even if Customer information is populated. Do you know if there's a field for Customer (and non contact) email? Regards, Gian

Re: Contact vs Customer

Thank you. But why sometimes contact is populated with customer while sometimes contact remains free? Which is the logic? Thanks, gian On 2/4/10, Gianluca Nieri gianl...@gianlucanieri.com wrote: Hi all, just an information: wich is the difference in Incident Management between Contact

Re: Contact vs Customer

Thanks everybody, now it's ok! On Thu, Feb 4, 2010 at 3:29 PM, Roger Justice rjust2...@aol.com wrote: If the Incident was created from the requester console the contact is populated with the requester. -Original Message- From: Gianluca Nieri gianl...@gianlucanieri.com

Problem with assigned licences

Hi, I'm experiencing this problem On Ars7.1, Incident7.3 I have 3 floating ARS licences + 3 Incident floating licences. I have 2 groups, A and B: GROUP A - Floating Licences 2 (configured into Groups form) GROUP B - Floating Licences 1 (configured into Groups form) So what I aspect is that Ars

Info about form names

Hi, I'm developing a python script to insert values into a remedy form. I'd like to know if there's a way, starting from a schema name as it appears in the ARSCHEMA, to calculate the name of the table in the db and the name of the corresponding SH form. Thanksa in advance, Gian

Info on mail in ITSM 7..3

Hi, in which form are stored mail template? I try to find them but I can't. Can you help me? Thanks, Gian ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist:

Info about mail

Hi everybody, I have a couple of questions for you: - Is possible to differentiate outgoing default mail (on assignment, on close, etc.) basing on company using multi tenancy? - Where can I found mail templates? - Which is the best practice to configure mail for assignee groups? Thanks for all as

Re: Problem with requester

Of *Gianluca Nieri *Sent:* 16 December 2009 07:23 *To:* arslist@ARSLIST.ORG *Subject:* Problem with requester ** Hi, I'm trying to create a ticket via the requester on incident 7.03. The request id still remain in In process and a ticket id is never created. Where I'm wrong? Regards

Problem with requester

Hi, I'm trying to create a ticket via the requester on incident 7.03. The request id still remain in In process and a ticket id is never created. Where I'm wrong? Regards, Gianluca ___ UNSUBSCRIBE or access ARSlist

Re: Info about incident 7.03

.ars.unt.edu/index_prod.htm .* Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Gianluca Nieri *Sent:* Tuesday

Separate floating licences

Is possible, in a multi tennacy setup on ARS 7.3, to separate floating licences per single company? I mean: I have 2 customers A and B. I want A to use 3 floating licence and B 5 floating licence. The 4th user of A must be rejected and not use the free licences of B... Thanks, Gian

Re: Question about Data Management Tool

mail) ke...@effect-tech.com (Business mail) Original Message Subject: Re: Question about Data Management Tool From: Gianluca Nieri gianl...@gianlucanieri.com Date: Thu, November 26, 2009 12:49 am To: arslist@ARSLIST.ORG ** Thank you Matt, but I don't have that sheets

Error 9217 623

Hi everybody, I have installed a new ARS 7.3. I'm trying to configure the MidTier. I've entered server name, the correct password (I have set the same in Ars and MidTier) and the correct port. But when I try to login I receive first a 9217 message and then a 623 (authentication fail) message. Can

Re: Error 9217 623

Yes, I can also manage other connected ARS... On Fri, Nov 27, 2009 at 1:11 PM, Frank Caruso caruso.fr...@gmail.comwrote: ** Can you get ot eh configuration area? htp://servername/arsys/shared/config/config.jsp On Fri, Nov 27, 2009 at 3:00 PM, Gianluca Nieri gianl

Re: Error 9217 623

discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Gianluca Nieri *Sent:* Friday, November 27, 2009 2:48 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Error 9217 623 ** Yes, I can also manage other connected ARS... On Fri, Nov 27, 2009 at 1:11 PM, Frank Caruso caruso.fr

Re: Question about Data Management Tool

you simply have multiple rows in the “19 CTM-SupportGroupAssociation” tab. Matt *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Gianluca Nieri *Sent:* 25 November 2009 5:41 AM *To:* arslist@ARSLIST.ORG *Subject:* Question about Data

Problems with Assignment in Inciden 7.3

Hi, which is the best way to have automatically assigned a ticket after compiling the Operational Categorization? Now I have to go to the Assignment Tab, select Auto-Assign and then click on Select... which is the best way to automate this? Thanks, Gian

Question about Data Management Tool

Hi everybody, I have a question about Data Management Tool. I'm configuring a new Incident 7.3 but I can't figure in which xls specify Access Restrictions for people (I'm using multy tennancy and I want that one people can see only his company tickets). Also, how is possible to specify that a

Email engine

Hi, I have an ars 6.3 with it's own email engine running on a Win2003Server. On the same serve I want to install Ars7.3 and it's own email engine. I don't want email 7.3 to upgrade email 6.3, but I want to preserve both. So my questions: - Which is the best way to install the second email engine?

Re: Info about incident 7.03

the multi-tenancy feature in ITSM. On Tue, Nov 10, 2009 at 8:58 AM, Gianluca Nieri gianl...@gianlucanieri.com wrote: ** Hi, Is it possible with Incident 7.03 to manage two different help desks each one with it's own support groups who open and resolve tickets, requester web interface

Info about incident 7.03

Hi, Is it possible with Incident 7.03 to manage two different help desks each one with it's own support groups who open and resolve tickets, requester web interface, categorization, etc. maintaining a full data isolation? I mean like having two distinct Incident 7.03 installations... Thanks in

envutil.exe

Hi everybody, I'm trying to run the envutil.exe to check if the my ars is ready to install Incident 7.3 I'm running Win 2003s with Oracle 10g The SID of my oracle db is SID First i set Oracle Home set ORACLE_HOME=C:\oracle\product\10.2.0 Then i run the script envUtil.exe db_type Oracle It asks

Problem with plugins

Trying to access server informations in ARS7.1 patch7, i get the following errore ARERR [8760] Cannot establish a network connection to the AR System Plug-In server : ISAB (8201) : RPC: Success It happens only with that application, I can, for example, change password to demo user. RPC-Ports

Re: Problem with plugins

Sorry. Ars is under Windows. Oracle is under unix. Thanks,Gian On Sat, Oct 24, 2009 at 12:37 AM, Gianluca Nieri gianl...@gianlucanieri.com wrote: Joe, I'm using Ars7.1 patch 7 under Unix. The db is an Oracle 10g. It's a new installation, I mean a new Ars on a new Db. I'm experiencing

Re: Problem with plugins

on your server. If that doesn't work either change the server-name to an resolveable alias or add it to the hosts file. HTH Kind Regards Conny -- *Von:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *Im Auftrag von *Gianluca Nieri

Remedy cheat sheet

It's a couple of month I'm thinking about the oportunity of writing a cheat sheet for Remedy. I searched on the internet but I was not able to find anything interesting. So, a few questions for you: - Do you know if something similar exhists? - Remedy it's not a real programming language, so maybe

Problems with attachment

Hi, I'm experiencing a strange problem with ARS6.3 and HD5.6. If I create a ticket from the WEB and attach a file, only the filename is stored, while if I do the same from the client, all the path is storede. It's a huge problem for me, any suggestion? -- G I A N L U C A N I E R I 3,

Password manager

Hi, I need to set up a system which controls the standard format of a password in Remedy. I need to check the length, the type of chars it contains (letters, numbers, etc.) and the expiration. Any suggestion? Something already done? Thanks, Gian

Configuring LDAP for user autentication

Hi everybody, I'm trying to use Active Directory to autenticate users in Remedy. Can somebody tell me exactly how i can configure the LDAP Area plugin? Especially the LDAP query string... I'm following the instructions in Remedy how-tos but they don't work... Thanks in advance, Gian

Updating SHR:People from Vendor form

/Delete events of my vendor form to push the data in the SHR:People, but they don't work. I suppose that it is not possible to use normal filters on vendor form, am I right? Can you suggest me any solution? Regards, Gianluca -- Gianluca Nieri IT Business consultant, Remedy Specialist 3, Via

112 Field

** Hi everybody,I created on a form the 112 field and populated it with the groups I want to display the records.But when I try to access the form from a user belonging to a group not in the list, all the records are still visible.Can you help me please? __20060125___This