Thomas,
I am trying to do this using the External command as you wrote. Just
for simplicity sake I added a character field with the exact name that
you indicated "TableEXQual". I set it to hidden. I then created a
table and in the Qualification I put EXTERNAL($TableExQual$).
I then saved the form and went in to create the active link. I set it
to fire on the activation of a button I created.
The first action is to "Set Fields" and it is using CURRENT SCREEN. I
grabbed the TableEXQual and then set the value as: """$USER$"" =
'Assigned to Individual' AND 'Status' <= ""Pending"""

However, when adding the action I get the error indicating:Unexpected
character ARERR 2291:TableExQual Assignlineerror at position 67" I
guess I have messed up the syntax somehow. Any ideas? Thanks,

Brad



On Wed, 3 Nov 2004 11:33:50 -0500, Hamill, Thomas P wrote:
> Brad,
> Use the EXTERNAL function in the table Qualification.
> 1. Create a char. field i.e. TableExQual
> 2. In the Table Property tab for the table enter EXTERNAL($TableExQual$)
> 3. To have the table and cases come up automatically Create an active link that will Execute On Window Loaded, and the 1 Actions will be to set TableEXQual """$USER$"" = 'Assigned to Individual' AND 'Status' <= ""Pending""" 2 Action will be to Change Field to Refresh Table Field.
> 4. For the button you can do the same same active link just change the Execute On the a button.
>
> Have fun
>
> Tom Hamill
> NGIT
>
>
>
>
> -----Original Message-----
> From: Action Request System discussion list(ARSList)
> [mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Brad Terhune
> Sent: Wednesday, November 03, 2004 9:57 AM
> To: ARSLIST@ARSLIST.ORG
> Subject: Remedy HelpDesk Web "Show My Open Cases"
>
> Hello everyone. I am pleased to be a part of this list service. My
> name is Brad Terhune and I work at the University of Tennessee as a
> Remedy administrator and HelpDesk manager.
>
> I have recently moved our HPD:HelpDesk form to the web and am pleased
> with the results. However, when technicians log in, I want them to
> either:
>
> 1.) Have a button that will show their open cases in the Query table
> field at the bottom of the screen or
>
> 2.) Have the table and the cases show up automatically.
>
> Really, what I want is to write and active link or something else that
> will input an advanced search string into the Search area and then run
> it. Ex. Run a Search where: $USER$ = $Assigned to Individual$ AND
> "Status" <= "Pending"
>
> I would have thought this would be rather simple to do but it I can't
> figure it out. Any thoughts?
>
> Brad
>
>
>
>
>
>
>

Brad,
You'll need to "escape" the keyword $USER$ to be $\USER$. Try this:
"""$\USER$"" = 'Assigned to Individual' AND 'Status' <= ""Pending"""

Good luck!
Barb Siebert
QMX Support Services


-----Original Message-----
From: Brad Terhune [mailto:brad.terhune@GMAIL.COM]
Sent: Wed 11/3/2004 3:55 PM
To: ARSLIST@ARSLIST.ORG
Cc:
Subject: Re: Remedy HelpDesk Web "Show My Open Cases"



Thomas,
I am trying to do this using the External command as you wrote. Just
for simplicity sake I added a character field with the exact name that
you indicated "TableEXQual". I set it to hidden. I then created a
table and in the Qualification I put EXTERNAL($TableExQual$).
I then saved the form and went in to create the active link. I set it
to fire on the activation of a button I created.
The first action is to "Set Fields" and it is using CURRENT SCREEN. I
grabbed the TableEXQual and then set the value as: """$USER$"" =
'Assigned to Individual' AND 'Status' <= ""Pending"""

However, when adding the action I get the error indicating:Unexpected
character ARERR 2291:TableExQual Assignlineerror at position 67" I
guess I have messed up the syntax somehow. Any ideas? Thanks,

Brad



On Wed, 3 Nov 2004 11:33:50 -0500, Hamill, Thomas P wrote:
> Brad,
> Use the EXTERNAL function in the table Qualification.
> 1. Create a char. field i.e. TableExQual
> 2. In the Table Property tab for the table enter EXTERNAL($TableExQual$)
> 3. To have the table and cases come up automatically Create an active link that will Execute On Window Loaded, and the 1 Actions will be to set TableEXQual """$USER$"" = 'Assigned to Individual' AND 'Status' <= ""Pending""" 2 Action will be to Change Field to Refresh Table Field.
> 4. For the button you can do the same same active link just change the Execute On the a button.
>
> Have fun
>
> Tom Hamill
> NGIT
>
>
>
>
> -----Original Message-----
> From: Action Request System discussion list(ARSList)
> [mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Brad Terhune
> Sent: Wednesday, November 03, 2004 9:57 AM
> To: ARSLIST@ARSLIST.ORG
> Subject: Remedy HelpDesk Web "Show My Open Cases"
>
> Hello everyone. I am pleased to be a part of this list service. My
> name is Brad Terhune and I work at the University of Tennessee as a
> Remedy administrator and HelpDesk manager.
>
> I have recently moved our HPD:HelpDesk form to the web and am pleased
> with the results. However, when technicians log in, I want them to
> either:
>
> 1.) Have a button that will show their open cases in the Query table
> field at the bottom of the screen or
>
> 2.) Have the table and the cases show up automatically.
>
> Really, what I want is to write and active link or something else that
> will input an advanced search string into the Search area and then run
> it. Ex. Run a Search where: $USER$ = $Assigned to Individual$ AND
> "Status" <= "Pending"
>
> I would have thought this would be rather simple to do but it I can't
> figure it out. Any thoughts?
>
> Brad
>
>
>
>
>
>
>

Brad,
Try setting the value as:

"('Assigned to Individual' = $\USER$ AND 'Status' <= ""Pending"")"

The $USER$ keyword does not require the double-quotes, and it has to be
formatted as $\USER$ in the set fields action.

HTH,

Thomas Bean

----- Original Message -----
From: "Brad Terhune"
To:
Sent: Wednesday, November 03, 2004 14:55
Subject: Re: Remedy HelpDesk Web "Show My Open Cases"


> Thomas,
> I am trying to do this using the External command as you wrote. Just
> for simplicity sake I added a character field with the exact name that
> you indicated "TableEXQual". I set it to hidden. I then created a
> table and in the Qualification I put EXTERNAL($TableExQual$).
> I then saved the form and went in to create the active link. I set it
> to fire on the activation of a button I created.
> The first action is to "Set Fields" and it is using CURRENT SCREEN. I
> grabbed the TableEXQual and then set the value as: """$USER$"" =
> 'Assigned to Individual' AND 'Status' <= ""Pending"""
>
> However, when adding the action I get the error indicating:Unexpected
> character ARERR 2291:TableExQual Assignlineerror at position 67" I
> guess I have messed up the syntax somehow. Any ideas? Thanks,
>
> Brad
>
>
>
> On Wed, 3 Nov 2004 11:33:50 -0500, Hamill, Thomas P
wrote:
> > Brad,
> > Use the EXTERNAL function in the table Qualification.
> > 1. Create a char. field i.e. TableExQual
> > 2. In the Table Property tab for the table enter
EXTERNAL($TableExQual$)
> > 3. To have the table and cases come up automatically Create an
active link that will Execute On Window Loaded, and the 1 Actions will be to
set TableEXQual """$USER$"" = 'Assigned to Individual' AND 'Status' <=
""Pending""" 2 Action will be to Change Field to Refresh Table Field.
> > 4. For the button you can do the same same active link just
change the Execute On the a button.
> >
> > Have fun
> >
> > Tom Hamill
> > NGIT
> >
> >
> >
> >
> > -----Original Message-----
> > From: Action Request System discussion list(ARSList)
> > [mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Brad Terhune
> > Sent: Wednesday, November 03, 2004 9:57 AM
> > To: ARSLIST@ARSLIST.ORG
> > Subject: Remedy HelpDesk Web "Show My Open Cases"
> >
> > Hello everyone. I am pleased to be a part of this list service. My
> > name is Brad Terhune and I work at the University of Tennessee as a
> > Remedy administrator and HelpDesk manager.
> >
> > I have recently moved our HPD:HelpDesk form to the web and am pleased
> > with the results. However, when technicians log in, I want them to
> > either:
> >
> > 1.) Have a button that will show their open cases in the Query table
> > field at the bottom of the screen or
> >
> > 2.) Have the table and the cases show up automatically.
> >
> > Really, what I want is to write and active link or something else that
> > will input an advanced search string into the Search area and then run
> > it. Ex. Run a Search where: $USER$ = $Assigned to Individual$ AND
> > "Status" <= "Pending"
> >
> > I would have thought this would be rather simple to do but it I can't
> > figure it out. Any thoughts?
> >
> > Brad
> >
> >


> > UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org
(Support: mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT
SERVICES at www.QMXS.com
> >
> >


> > UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org
(Support: mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT
SERVICES at www.QMXS.com
> >
>
>


> UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org (Support:
mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT SERVICES at
www.QMXS.com

Thank you to everyone that has helped me thus far. You have been great.

I modified the value for the character field as directed in the "Set
Fields" action and was able to add the action without an error.

When I bring up the form on the web and click on the button to fire
the Active Link nothing happens. I have to click the "New Search"
form action field and then click on my created button for anything to
occur. When I do this I get an error. It says:
"ARERR 9268 Problem Opening Form in Direct Access"
Perhaps it might have helped you guys if I had disclosed that I am
running ARS 5.1.2 and 6.01 MidTier? Thanks,

Brad


On Wed, 3 Nov 2004 15:14:34 -0600, Thomas Bean wrote:
> Brad,
> Try setting the value as:
>
> "('Assigned to Individual' = $\USER$ AND 'Status' <= ""Pending"")"
>
> The $USER$ keyword does not require the double-quotes, and it has to be
> formatted as $\USER$ in the set fields action.
>
> HTH,
>
> Thomas Bean
>
>
>
> ----- Original Message -----
> From: "Brad Terhune"
> To:
> Sent: Wednesday, November 03, 2004 14:55
> Subject: Re: Remedy HelpDesk Web "Show My Open Cases"
>
> > Thomas,
> > I am trying to do this using the External command as you wrote. Just
> > for simplicity sake I added a character field with the exact name that
> > you indicated "TableEXQual". I set it to hidden. I then created a
> > table and in the Qualification I put EXTERNAL($TableExQual$).
> > I then saved the form and went in to create the active link. I set it
> > to fire on the activation of a button I created.
> > The first action is to "Set Fields" and it is using CURRENT SCREEN. I
> > grabbed the TableEXQual and then set the value as: """$USER$"" =
> > 'Assigned to Individual' AND 'Status' <= ""Pending"""
> >
> > However, when adding the action I get the error indicating:Unexpected
> > character ARERR 2291:TableExQual Assignlineerror at position 67" I
> > guess I have messed up the syntax somehow. Any ideas? Thanks,
> >
> > Brad
> >
> >
> >
> > On Wed, 3 Nov 2004 11:33:50 -0500, Hamill, Thomas P
> wrote:
> > > Brad,
> > > Use the EXTERNAL function in the table Qualification.
> > > 1. Create a char. field i.e. TableExQual
> > > 2. In the Table Property tab for the table enter
> EXTERNAL($TableExQual$)
> > > 3. To have the table and cases come up automatically Create an
> active link that will Execute On Window Loaded, and the 1 Actions will be to
> set TableEXQual """$USER$"" = 'Assigned to Individual' AND 'Status' <=
> ""Pending""" 2 Action will be to Change Field to Refresh Table Field.
> > > 4. For the button you can do the same same active link just
> change the Execute On the a button.
> > >
> > > Have fun
> > >
> > > Tom Hamill
> > > NGIT
> > >
> > >
> > >
> > >
> > > -----Original Message-----
> > > From: Action Request System discussion list(ARSList)
> > > [mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Brad Terhune
> > > Sent: Wednesday, November 03, 2004 9:57 AM
> > > To: ARSLIST@ARSLIST.ORG
> > > Subject: Remedy HelpDesk Web "Show My Open Cases"
> > >
> > > Hello everyone. I am pleased to be a part of this list service. My
> > > name is Brad Terhune and I work at the University of Tennessee as a
> > > Remedy administrator and HelpDesk manager.
> > >
> > > I have recently moved our HPD:HelpDesk form to the web and am pleased
> > > with the results. However, when technicians log in, I want them to
> > > either:
> > >
> > > 1.) Have a button that will show their open cases in the Query table
> > > field at the bottom of the screen or
> > >
> > > 2.) Have the table and the cases show up automatically.
> > >
> > > Really, what I want is to write and active link or something else that
> > > will input an advanced search string into the Search area and then run
> > > it. Ex. Run a Search where: $USER$ = $Assigned to Individual$ AND
> > > "Status" <= "Pending"
> > >
> > > I would have thought this would be rather simple to do but it I can't
> > > figure it out. Any thoughts?
> > >
> > > Brad
> > >
> > >
>
>
> > > UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org
> (Support: mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT
> SERVICES at www.QMXS.com
> > >
> > >
>
>
> > > UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org
> (Support: mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT
> SERVICES at www.QMXS.com
> > >
> >
> >
>
>
>
>
> > UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org (Support:
> mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT SERVICES at
> www.QMXS.com
>
>
>
>

Brad,
What actions do you have defined in the active link that executes on the
button click? This is just a wild guess, but that error message almost
sounds like you have an Open Window action defined that is attempting to
open a form that has not yet been deployed to the Mid-Tier.
If you are setting a character field to use with the EXTERNAL function to
qualify the results for a table field, your active link should only need
these two actions (note: you would need to have already added a new table
field to the HPD:HelpDesk form to display the results):

1. Set character field as indicated earlier.
2. Change field on the table field -- refresh table field.

If you simply want to run a search on the HPD:HelpDesk form and display the
results in the current or a new window (not in a table field on the existing
form), then you can probably disregard the character field and the EXTERNAL
qualification. Try creating an Open Window action in your active link with
these properties:

Window Type: Display (for read-only access) or Modify
Target Location: Current or New (opens new browser window)
Server Name: (your AR Server name)
Form Name: HPD:HelpDesk
Form View: Support
Qualification Tab:
'Assigned to Individual' = $USER$ AND 'Status' <= "Pending"
If No Requests Match: Show Default Message

I'm not clear from your e-mail which form you added the table field and
button to -- it sounds like you put them on the HPD:HelpDesk form (since you
have to click the "New Search" button before clicking your newly-added
button for anything to occur).

If this is the case, it might make more sense to put this button/active link
on the "Remedy Support" form instead of the HPD:HelpDesk form. I'm curious
why you would need this, however, since the "Assigned Requests" table on the
"Remedy Support" form already displays all open tickets assigned to a
support user or to any groups he/she belongs to. Am I understanding
correctly what you are intending to accomplish?

--Thomas

----- Original Message -----
From: "Brad Terhune"
To:
Sent: Wednesday, November 03, 2004 15:47
Subject: Re: Remedy HelpDesk Web "Show My Open Cases"


> Thank you to everyone that has helped me thus far. You have been great.
>
> I modified the value for the character field as directed in the "Set
> Fields" action and was able to add the action without an error.
>
> When I bring up the form on the web and click on the button to fire
> the Active Link nothing happens. I have to click the "New Search"
> form action field and then click on my created button for anything to
> occur. When I do this I get an error. It says:
> "ARERR 9268 Problem Opening Form in Direct Access"
> Perhaps it might have helped you guys if I had disclosed that I am
> running ARS 5.1.2 and 6.01 MidTier? Thanks,
>
> Brad
>
>
> On Wed, 3 Nov 2004 15:14:34 -0600, Thomas Bean wrote:
> > Brad,
> > Try setting the value as:
> >
> > "('Assigned to Individual' = $\USER$ AND 'Status' <= ""Pending"")"
> >
> > The $USER$ keyword does not require the double-quotes, and it has to be
> > formatted as $\USER$ in the set fields action.
> >
> > HTH,
> >
> > Thomas Bean
> >
> >
> >
> > ----- Original Message -----
> > From: "Brad Terhune"
> > To:
> > Sent: Wednesday, November 03, 2004 14:55
> > Subject: Re: Remedy HelpDesk Web "Show My Open Cases"
> >
> > > Thomas,
> > > I am trying to do this using the External command as you wrote. Just
> > > for simplicity sake I added a character field with the exact name that
> > > you indicated "TableEXQual". I set it to hidden. I then created a
> > > table and in the Qualification I put EXTERNAL($TableExQual$).
> > > I then saved the form and went in to create the active link. I set it
> > > to fire on the activation of a button I created.
> > > The first action is to "Set Fields" and it is using CURRENT SCREEN. I
> > > grabbed the TableEXQual and then set the value as: """$USER$"" =
> > > 'Assigned to Individual' AND 'Status' <= ""Pending"""
> > >
> > > However, when adding the action I get the error indicating:Unexpected
> > > character ARERR 2291:TableExQual Assignlineerror at position 67" I
> > > guess I have messed up the syntax somehow. Any ideas? Thanks,
> > >
> > > Brad
> > >
> > >
> > >
> > > On Wed, 3 Nov 2004 11:33:50 -0500, Hamill, Thomas P

> > wrote:
> > > > Brad,
> > > > Use the EXTERNAL function in the table Qualification.
> > > > 1. Create a char. field i.e. TableExQual
> > > > 2. In the Table Property tab for the table enter
> > EXTERNAL($TableExQual$)
> > > > 3. To have the table and cases come up automatically Create
an
> > active link that will Execute On Window Loaded, and the 1 Actions will
be to
> > set TableEXQual """$USER$"" = 'Assigned to Individual' AND 'Status' <=
> > ""Pending""" 2 Action will be to Change Field to Refresh Table Field.
> > > > 4. For the button you can do the same same active link just
> > change the Execute On the a button.
> > > >
> > > > Have fun
> > > >
> > > > Tom Hamill
> > > > NGIT
> > > >
> > > >
> > > >
> > > >
> > > > -----Original Message-----
> > > > From: Action Request System discussion list(ARSList)
> > > > [mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Brad Terhune
> > > > Sent: Wednesday, November 03, 2004 9:57 AM
> > > > To: ARSLIST@ARSLIST.ORG
> > > > Subject: Remedy HelpDesk Web "Show My Open Cases"
> > > >
> > > > Hello everyone. I am pleased to be a part of this list service. My
> > > > name is Brad Terhune and I work at the University of Tennessee as a
> > > > Remedy administrator and HelpDesk manager.
> > > >
> > > > I have recently moved our HPD:HelpDesk form to the web and am
pleased
> > > > with the results. However, when technicians log in, I want them to
> > > > either:
> > > >
> > > > 1.) Have a button that will show their open cases in the Query table
> > > > field at the bottom of the screen or
> > > >
> > > > 2.) Have the table and the cases show up automatically.
> > > >
> > > > Really, what I want is to write and active link or something else
that
> > > > will input an advanced search string into the Search area and then
run
> > > > it. Ex. Run a Search where: $USER$ = $Assigned to Individual$ AND
> > > > "Status" <= "Pending"
> > > >
> > > > I would have thought this would be rather simple to do but it I
can't
> > > > figure it out. Any thoughts?
> > > >
> > > > Brad
> > > >
> > > >
> >

> >
> > > > UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org
> > (Support: mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT
> > SERVICES at www.QMXS.com
> > > >
> > > >
> >

> >
> > > > UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org
> > (Support: mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT
> > SERVICES at www.QMXS.com
> > > >
> > >
> > >
> >

> >
> >
> >
> > > UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org
(Support:
> > mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT SERVICES
at
> > www.QMXS.com
> >
> >


> > UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org
(Support: mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT
SERVICES at www.QMXS.com
> >
>
>


> UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org (Support:
mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT SERVICES at
www.QMXS.com

Well,
I was just recently able to move my HPD:Helpdesk form onto the web.
There is a table that comes up on the web form when you start a New
Search and run a Query. The table does not appear on the form until
you search.

That was the table that I was hoping would populate the information.
I guess what I need is a command that will click the button New
Search, then run that search string and bring back the cases so that
the user might browse through them.

However, I created a new table for the External command since the one
on the web view doesn't have a qualification option under "Table
Property"?

Whoa . . . looking into administrator I do see an active link that
was created previously that is enable which does call for an Open
Window. Deleting it. . . .

Well now I am not getting that error message. However, when clicking
New Search then Show My Cases- nothing happens. The table I created
does not even appear on the web view. Going to go back and look at it
some more. Thanks for the help so far. It has really been
invaluable.

Brad


On Wed, 3 Nov 2004 16:55:55 -0600, Thomas Bean wrote:
> Brad,
> What actions do you have defined in the active link that executes on the
> button click? This is just a wild guess, but that error message almost
> sounds like you have an Open Window action defined that is attempting to
> open a form that has not yet been deployed to the Mid-Tier.
> If you are setting a character field to use with the EXTERNAL function to
> qualify the results for a table field, your active link should only need
> these two actions (note: you would need to have already added a new table
> field to the HPD:HelpDesk form to display the results):
>
> 1. Set character field as indicated earlier.
> 2. Change field on the table field -- refresh table field.
>
> If you simply want to run a search on the HPD:HelpDesk form and display the
> results in the current or a new window (not in a table field on the existing
> form), then you can probably disregard the character field and the EXTERNAL
> qualification. Try creating an Open Window action in your active link with
> these properties:
>
> Window Type: Display (for read-only access) or Modify
> Target Location: Current or New (opens new browser window)
> Server Name: (your AR Server name)
> Form Name: HPD:HelpDesk
> Form View: Support
> Qualification Tab:
> 'Assigned to Individual' = $USER$ AND 'Status' <= "Pending"
> If No Requests Match: Show Default Message
>
> I'm not clear from your e-mail which form you added the table field and
> button to -- it sounds like you put them on the HPD:HelpDesk form (since you
> have to click the "New Search" button before clicking your newly-added
> button for anything to occur).
>
> If this is the case, it might make more sense to put this button/active link
> on the "Remedy Support" form instead of the HPD:HelpDesk form. I'm curious
> why you would need this, however, since the "Assigned Requests" table on the
> "Remedy Support" form already displays all open tickets assigned to a
> support user or to any groups he/she belongs to. Am I understanding
> correctly what you are intending to accomplish?
>
> --Thomas
>
>
>
> ----- Original Message -----
> From: "Brad Terhune"
> To:
> Sent: Wednesday, November 03, 2004 15:47
> Subject: Re: Remedy HelpDesk Web "Show My Open Cases"
>
> > Thank you to everyone that has helped me thus far. You have been great.
> >
> > I modified the value for the character field as directed in the "Set
> > Fields" action and was able to add the action without an error.
> >
> > When I bring up the form on the web and click on the button to fire
> > the Active Link nothing happens. I have to click the "New Search"
> > form action field and then click on my created button for anything to
> > occur. When I do this I get an error. It says:
> > "ARERR 9268 Problem Opening Form in Direct Access"
> > Perhaps it might have helped you guys if I had disclosed that I am
> > running ARS 5.1.2 and 6.01 MidTier? Thanks,
> >
> > Brad
> >
> >
> > On Wed, 3 Nov 2004 15:14:34 -0600, Thomas Bean wrote:
> > > Brad,
> > > Try setting the value as:
> > >
> > > "('Assigned to Individual' = $\USER$ AND 'Status' <= ""Pending"")"
> > >
> > > The $USER$ keyword does not require the double-quotes, and it has to be
> > > formatted as $\USER$ in the set fields action.
> > >
> > > HTH,
> > >
> > > Thomas Bean
> > >
> > >
> > >
> > > ----- Original Message -----
> > > From: "Brad Terhune"
> > > To:
> > > Sent: Wednesday, November 03, 2004 14:55
> > > Subject: Re: Remedy HelpDesk Web "Show My Open Cases"
> > >
> > > > Thomas,
> > > > I am trying to do this using the External command as you wrote. Just
> > > > for simplicity sake I added a character field with the exact name that
> > > > you indicated "TableEXQual". I set it to hidden. I then created a
> > > > table and in the Qualification I put EXTERNAL($TableExQual$).
> > > > I then saved the form and went in to create the active link. I set it
> > > > to fire on the activation of a button I created.
> > > > The first action is to "Set Fields" and it is using CURRENT SCREEN. I
> > > > grabbed the TableEXQual and then set the value as: """$USER$"" =
> > > > 'Assigned to Individual' AND 'Status' <= ""Pending"""
> > > >
> > > > However, when adding the action I get the error indicating:Unexpected
> > > > character ARERR 2291:TableExQual Assignlineerror at position 67" I
> > > > guess I have messed up the syntax somehow. Any ideas? Thanks,
> > > >
> > > > Brad
> > > >
> > > >
> > > >
> > > > On Wed, 3 Nov 2004 11:33:50 -0500, Hamill, Thomas P
>
> > > wrote:
> > > > > Brad,
> > > > > Use the EXTERNAL function in the table Qualification.
> > > > > 1. Create a char. field i.e. TableExQual
> > > > > 2. In the Table Property tab for the table enter
> > > EXTERNAL($TableExQual$)
> > > > > 3. To have the table and cases come up automatically Create
> an
> > > active link that will Execute On Window Loaded, and the 1 Actions will
> be to
> > > set TableEXQual """$USER$"" = 'Assigned to Individual' AND 'Status' <=
> > > ""Pending""" 2 Action will be to Change Field to Refresh Table Field.
> > > > > 4. For the button you can do the same same active link just
> > > change the Execute On the a button.
> > > > >
> > > > > Have fun
> > > > >
> > > > > Tom Hamill
> > > > > NGIT
> > > > >
> > > > >
> > > > >
> > > > >
> > > > > -----Original Message-----
> > > > > From: Action Request System discussion list(ARSList)
> > > > > [mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Brad Terhune
> > > > > Sent: Wednesday, November 03, 2004 9:57 AM
> > > > > To: ARSLIST@ARSLIST.ORG
> > > > > Subject: Remedy HelpDesk Web "Show My Open Cases"
> > > > >
> > > > > Hello everyone. I am pleased to be a part of this list service. My
> > > > > name is Brad Terhune and I work at the University of Tennessee as a
> > > > > Remedy administrator and HelpDesk manager.
> > > > >
> > > > > I have recently moved our HPD:HelpDesk form to the web and am
> pleased
> > > > > with the results. However, when technicians log in, I want them to
> > > > > either:
> > > > >
> > > > > 1.) Have a button that will show their open cases in the Query table
> > > > > field at the bottom of the screen or
> > > > >
> > > > > 2.) Have the table and the cases show up automatically.
> > > > >
> > > > > Really, what I want is to write and active link or something else
> that
> > > > > will input an advanced search string into the Search area and then
> run
> > > > > it. Ex. Run a Search where: $USER$ = $Assigned to Individual$ AND
> > > > > "Status" <= "Pending"
> > > > >
> > > > > I would have thought this would be rather simple to do but it I
> can't
> > > > > figure it out. Any thoughts?
> > > > >
> > > > > Brad
> > > > >
> > > > >
> > >
>
> > >
> > > > > UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org
> > > (Support: mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT
> > > SERVICES at www.QMXS.com
> > > > >
> > > > >
> > >
>
> > >
> > > > > UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org
> > > (Support: mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT
> > > SERVICES at www.QMXS.com
> > > > >
> > > >
> > > >
> > >
>
> > >
> > >
> > >
> > > > UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org
> (Support:
> > > mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT SERVICES
> at
> > > www.QMXS.com
> > >
> > >
>
>
> > > UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org
> (Support: mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT
> SERVICES at www.QMXS.com
> > >
> >
> >
>
>
>
>
> > UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org (Support:
> mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT SERVICES at
> www.QMXS.com
>
>
>
>

All right. Stupid error. Permissions of course. Gave the right
people access to the columns but not the table. Now the table shows
up when the form loads immediately.

Still not working right though. The button "Show My Cases" has an
active link upon it that does the 2 actions discussed previously (Set
fields on the hidden character field then Change Fields to refresh the
table on the form). In the Set Fields operation, the value for the
character field is:

"""$\USER$"" = 'Assigned to Individual' AND 'Status' <= ""Pending"""

Whoa, figured out my problem again. It should say 'Assignee Login
Name'. 'Assigned to Individual' is the full name of the tech. $user$
will never match it.

Well, now no error. It just says "0 entries returned" in the table.
Hmmm. Back to work.

Brad

On Wed, 3 Nov 2004 08:56:43 -0600, Brad Terhune wrote:
> Hello everyone. I am pleased to be a part of this list service. My
> name is Brad Terhune and I work at the University of Tennessee as a
> Remedy administrator and HelpDesk manager.
>
> I have recently moved our HPD:HelpDesk form to the web and am pleased
> with the results. However, when technicians log in, I want them to
> either:
>
> 1.) Have a button that will show their open cases in the Query table
> field at the bottom of the screen or
>
> 2.) Have the table and the cases show up automatically.
>
> Really, what I want is to write and active link or something else that
> will input an advanced search string into the Search area and then run
> it. Ex. Run a Search where: $USER$ = $Assigned to Individual$ AND
> "Status" <= "Pending"
>
> I would have thought this would be rather simple to do but it I can't
> figure it out. Any thoughts?
>
> Brad
>

Look in the documentation for the Advanced Query Bar field (FID 1005)
This may be helpful for what you are trying to do. I haven't looked in
the .pdf's but based on what is in the ARS 5.x delta manual it may be
just what you are looking for.

Scott

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@ARSLIST.ORG] On Behalf Of Brad Terhune
Sent: Thursday, November 04, 2004 5:59 AM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Remedy HelpDesk Web "Show My Open Cases"


Well,
I was just recently able to move my HPD:Helpdesk form onto the web.
There is a table that comes up on the web form when you start a New
Search and run a Query. The table does not appear on the form until you
search.

That was the table that I was hoping would populate the information. I
guess what I need is a command that will click the button New Search,
then run that search string and bring back the cases so that the user
might browse through them.

However, I created a new table for the External command since the one on
the web view doesn't have a qualification option under "Table Property"?

Whoa . . . looking into administrator I do see an active link that was
created previously that is enable which does call for an Open Window.
Deleting it. . . .

Well now I am not getting that error message. However, when clicking
New Search then Show My Cases- nothing happens. The table I created
does not even appear on the web view. Going to go back and look at it
some more. Thanks for the help so far. It has really been invaluable.

Brad


On Wed, 3 Nov 2004 16:55:55 -0600, Thomas Bean wrote:
> Brad,
> What actions do you have defined in the active link that executes on
> the button click? This is just a wild guess, but that error message
> almost sounds like you have an Open Window action defined that is
> attempting to open a form that has not yet been deployed to the
> Mid-Tier. If you are setting a character field to use with the
> EXTERNAL function to qualify the results for a table field, your
> active link should only need these two actions (note: you would need
> to have already added a new table field to the HPD:HelpDesk form to
> display the results):
>
> 1. Set character field as indicated earlier.
> 2. Change field on the table field -- refresh table field.
>
> If you simply want to run a search on the HPD:HelpDesk form and
> display the results in the current or a new window (not in a table
> field on the existing form), then you can probably disregard the
> character field and the EXTERNAL qualification. Try creating an Open
> Window action in your active link with these properties:
>
> Window Type: Display (for read-only access) or Modify
> Target Location: Current or New (opens new browser window) Server
> Name: (your AR Server name) Form Name: HPD:HelpDesk
> Form View: Support
> Qualification Tab:
> 'Assigned to Individual' = $USER$ AND 'Status' <= "Pending"
> If No Requests Match: Show Default Message
>
> I'm not clear from your e-mail which form you added the table field
> and button to -- it sounds like you put them on the HPD:HelpDesk form
> (since you have to click the "New Search" button before clicking your
> newly-added button for anything to occur).
>
> If this is the case, it might make more sense to put this
> button/active link on the "Remedy Support" form instead of the
> HPD:HelpDesk form. I'm curious why you would need this, however,
> since the "Assigned Requests" table on the "Remedy Support" form
> already displays all open tickets assigned to a support user or to any

> groups he/she belongs to. Am I understanding correctly what you are
> intending to accomplish?
>
> --Thomas
>
>
>
> ----- Original Message -----
> From: "Brad Terhune"
> To:
> Sent: Wednesday, November 03, 2004 15:47
> Subject: Re: Remedy HelpDesk Web "Show My Open Cases"
>
> > Thank you to everyone that has helped me thus far. You have been
> > great.
> >
> > I modified the value for the character field as directed in the "Set

> > Fields" action and was able to add the action without an error.
> >
> > When I bring up the form on the web and click on the button to fire
> > the Active Link nothing happens. I have to click the "New Search"
> > form action field and then click on my created button for anything
> > to occur. When I do this I get an error. It says: "ARERR 9268
> > Problem Opening Form in Direct Access" Perhaps it might have helped
> > you guys if I had disclosed that I am running ARS 5.1.2 and 6.01
> > MidTier? Thanks,
> >
> > Brad
> >
> >
> > On Wed, 3 Nov 2004 15:14:34 -0600, Thomas Bean
> > wrote:
> > > Brad,
> > > Try setting the value as:
> > >
> > > "('Assigned to Individual' = $\USER$ AND 'Status' <= ""Pending"")"
> > >
> > > The $USER$ keyword does not require the double-quotes, and it has
> > > to be formatted as $\USER$ in the set fields action.
> > >
> > > HTH,
> > >
> > > Thomas Bean
> > >
> > >
> > >
> > > ----- Original Message -----
> > > From: "Brad Terhune"
> > > To:
> > > Sent: Wednesday, November 03, 2004 14:55
> > > Subject: Re: Remedy HelpDesk Web "Show My Open Cases"
> > >
> > > > Thomas,
> > > > I am trying to do this using the External command as you wrote.

> > > > Just for simplicity sake I added a character field with the
> > > > exact name that you indicated "TableEXQual". I set it to
> > > > hidden. I then created a table and in the Qualification I put
> > > > EXTERNAL($TableExQual$). I then saved the form and went in to
> > > > create the active link. I set it to fire on the activation of a

> > > > button I created. The first action is to "Set Fields" and it is
> > > > using CURRENT SCREEN. I grabbed the TableEXQual and then set
> > > > the value as: """$USER$"" = 'Assigned to Individual' AND
> > > > 'Status' <= ""Pending"""
> > > >
> > > > However, when adding the action I get the error
> > > > indicating:Unexpected character ARERR 2291:TableExQual
> > > > Assignlineerror at position 67" I guess I have messed up the
> > > > syntax somehow. Any ideas? Thanks,
> > > >
> > > > Brad
> > > >
> > > >
> > > >
> > > > On Wed, 3 Nov 2004 11:33:50 -0500, Hamill, Thomas P
>
> > > wrote:
> > > > > Brad,
> > > > > Use the EXTERNAL function in the table Qualification.
> > > > > 1. Create a char. field i.e. TableExQual
> > > > > 2. In the Table Property tab for the table enter
> > > EXTERNAL($TableExQual$)
> > > > > 3. To have the table and cases come up automatically
> > > > > Create
> an
> > > active link that will Execute On Window Loaded, and the 1 Actions
> > > will
> be to
> > > set TableEXQual """$USER$"" = 'Assigned to Individual' AND
> > > 'Status' <= ""Pending""" 2 Action will be to Change Field to
> > > Refresh Table Field.
> > > > > 4. For the button you can do the same same active link
> > > > > just
> > > change the Execute On the a button.
> > > > >
> > > > > Have fun
> > > > >
> > > > > Tom Hamill
> > > > > NGIT
> > > > >
> > > > >
> > > > >
> > > > >
> > > > > -----Original Message-----
> > > > > From: Action Request System discussion list(ARSList)
> > > > > [mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Brad Terhune
> > > > > Sent: Wednesday, November 03, 2004 9:57 AM
> > > > > To: ARSLIST@ARSLIST.ORG
> > > > > Subject: Remedy HelpDesk Web "Show My Open Cases"
> > > > >
> > > > > Hello everyone. I am pleased to be a part of this list
> > > > > service. My name is Brad Terhune and I work at the University

> > > > > of Tennessee as a Remedy administrator and HelpDesk manager.
> > > > >
> > > > > I have recently moved our HPD:HelpDesk form to the web and am
> pleased
> > > > > with the results. However, when technicians log in, I want
> > > > > them to
> > > > > either:
> > > > >
> > > > > 1.) Have a button that will show their open cases in the Query

> > > > > table field at the bottom of the screen or
> > > > >
> > > > > 2.) Have the table and the cases show up automatically.
> > > > >
> > > > > Really, what I want is to write and active link or something
> > > > > else
> that
> > > > > will input an advanced search string into the Search area and
> > > > > then
> run
> > > > > it. Ex. Run a Search where: $USER$ = $Assigned to
> > > > > Individual$ AND "Status" <= "Pending"
> > > > >
> > > > > I would have thought this would be rather simple to do but it
> > > > > I
> can't
> > > > > figure it out. Any thoughts?
> > > > >
> > > > > Brad
> > > > >
> > > > >
> > >
>
>
> > >
> > > > > UNSUBSCRIBE or access ARSList Archives at
> > > > > http://www.ARSLIST.org
> > > (Support: mailto:support@arslist.org ) ARSList is hosted by QMX
> > > SUPPORT SERVICES at www.QMXS.com
> > > > >
> > > > >
> > >
>
>
> > >
> > > > > UNSUBSCRIBE or access ARSList Archives at
> > > > > http://www.ARSLIST.org
> > > (Support: mailto:support@arslist.org ) ARSList is hosted by QMX
> > > SUPPORT SERVICES at www.QMXS.com
> > > > >
> > > >
> > > >
> > >
>
>
> > >
> > >
> > >
> > > > UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org
> (Support:
> > > mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT
> > > SERVICES
> at
> > > www.QMXS.com
> > >
> > >
>
>
>
> > > UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org
> (Support: mailto:support@arslist.org ) ARSList is hosted by QMX
> SUPPORT SERVICES at www.QMXS.com
> > >
> >
> >
>
>
>
>
>
> > UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org
> > (Support:
> mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT SERVICES

> at www.QMXS.com
>
>
>
> UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org
(Support: mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT
SERVICES at www.QMXS.com
>



UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org
(Support: mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT
SERVICES at www.QMXS.com

Oops, That may not work after all. I checked the manual again and
realized its main purpose is to get the contents of the Advanced Query
Bar to check before a search is run. I don't think this was what you
were trying to do, sorry my bad!


Scott

-----Original Message-----
From: Kooima,Scott M - JSP
Sent: Thursday, November 04, 2004 6:26 AM
To: 'arslist@ARSLIST.ORG'
Subject: RE: Remedy HelpDesk Web "Show My Open Cases"


Look in the documentation for the Advanced Query Bar field (FID 1005)
This may be helpful for what you are trying to do. I haven't looked in
the .pdf's but based on what is in the ARS 5.x delta manual it may be
just what you are looking for.

Scott

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@ARSLIST.ORG] On Behalf Of Brad Terhune
Sent: Thursday, November 04, 2004 5:59 AM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Remedy HelpDesk Web "Show My Open Cases"


Well,
I was just recently able to move my HPD:Helpdesk form onto the web.
There is a table that comes up on the web form when you start a New
Search and run a Query. The table does not appear on the form until you
search.

That was the table that I was hoping would populate the information. I
guess what I need is a command that will click the button New Search,
then run that search string and bring back the cases so that the user
might browse through them.

However, I created a new table for the External command since the one on
the web view doesn't have a qualification option under "Table Property"?

Whoa . . . looking into administrator I do see an active link that was
created previously that is enable which does call for an Open Window.
Deleting it. . . .

Well now I am not getting that error message. However, when clicking
New Search then Show My Cases- nothing happens. The table I created
does not even appear on the web view. Going to go back and look at it
some more. Thanks for the help so far. It has really been invaluable.

Brad


On Wed, 3 Nov 2004 16:55:55 -0600, Thomas Bean wrote:
> Brad,
> What actions do you have defined in the active link that executes on
> the button click? This is just a wild guess, but that error message
> almost sounds like you have an Open Window action defined that is
> attempting to open a form that has not yet been deployed to the
> Mid-Tier. If you are setting a character field to use with the
> EXTERNAL function to qualify the results for a table field, your
> active link should only need these two actions (note: you would need
> to have already added a new table field to the HPD:HelpDesk form to
> display the results):
>
> 1. Set character field as indicated earlier.
> 2. Change field on the table field -- refresh table field.
>
> If you simply want to run a search on the HPD:HelpDesk form and
> display the results in the current or a new window (not in a table
> field on the existing form), then you can probably disregard the
> character field and the EXTERNAL qualification. Try creating an Open
> Window action in your active link with these properties:
>
> Window Type: Display (for read-only access) or Modify
> Target Location: Current or New (opens new browser window) Server
> Name: (your AR Server name) Form Name: HPD:HelpDesk
> Form View: Support
> Qualification Tab:
> 'Assigned to Individual' = $USER$ AND 'Status' <= "Pending"
> If No Requests Match: Show Default Message
>
> I'm not clear from your e-mail which form you added the table field
> and button to -- it sounds like you put them on the HPD:HelpDesk form
> (since you have to click the "New Search" button before clicking your
> newly-added button for anything to occur).
>
> If this is the case, it might make more sense to put this
> button/active link on the "Remedy Support" form instead of the
> HPD:HelpDesk form. I'm curious why you would need this, however,
> since the "Assigned Requests" table on the "Remedy Support" form
> already displays all open tickets assigned to a support user or to any

> groups he/she belongs to. Am I understanding correctly what you are
> intending to accomplish?
>
> --Thomas
>
>
>
> ----- Original Message -----
> From: "Brad Terhune"
> To:
> Sent: Wednesday, November 03, 2004 15:47
> Subject: Re: Remedy HelpDesk Web "Show My Open Cases"
>
> > Thank you to everyone that has helped me thus far. You have been
> > great.
> >
> > I modified the value for the character field as directed in the "Set
> > Fields" action and was able to add the action without an error.
> >
> > When I bring up the form on the web and click on the button to fire
> > the Active Link nothing happens. I have to click the "New Search"
> > form action field and then click on my created button for anything
> > to occur. When I do this I get an error. It says: "ARERR 9268
> > Problem Opening Form in Direct Access" Perhaps it might have helped
> > you guys if I had disclosed that I am running ARS 5.1.2 and 6.01
> > MidTier? Thanks,
> >
> > Brad
> >
> >
> > On Wed, 3 Nov 2004 15:14:34 -0600, Thomas Bean
> > wrote:
> > > Brad,
> > > Try setting the value as:
> > >
> > > "('Assigned to Individual' = $\USER$ AND 'Status' <= ""Pending"")"
> > >
> > > The $USER$ keyword does not require the double-quotes, and it has
> > > to be formatted as $\USER$ in the set fields action.
> > >
> > > HTH,
> > >
> > > Thomas Bean
> > >
> > >
> > >
> > > ----- Original Message -----
> > > From: "Brad Terhune"
> > > To:
> > > Sent: Wednesday, November 03, 2004 14:55
> > > Subject: Re: Remedy HelpDesk Web "Show My Open Cases"
> > >
> > > > Thomas,
> > > > I am trying to do this using the External command as you wrote.
> > > > Just for simplicity sake I added a character field with the
> > > > exact name that you indicated "TableEXQual". I set it to
> > > > hidden. I then created a table and in the Qualification I put
> > > > EXTERNAL($TableExQual$). I then saved the form and went in to
> > > > create the active link. I set it to fire on the activation of a

> > > > button I created. The first action is to "Set Fields" and it is
> > > > using CURRENT SCREEN. I grabbed the TableEXQual and then set
> > > > the value as: """$USER$"" = 'Assigned to Individual' AND
> > > > 'Status' <= ""Pending"""
> > > >
> > > > However, when adding the action I get the error
> > > > indicating:Unexpected character ARERR 2291:TableExQual
> > > > Assignlineerror at position 67" I guess I have messed up the
> > > > syntax somehow. Any ideas? Thanks,
> > > >
> > > > Brad
> > > >
> > > >
> > > >
> > > > On Wed, 3 Nov 2004 11:33:50 -0500, Hamill, Thomas P
>
> > > wrote:
> > > > > Brad,
> > > > > Use the EXTERNAL function in the table Qualification.
> > > > > 1. Create a char. field i.e. TableExQual
> > > > > 2. In the Table Property tab for the table enter
> > > EXTERNAL($TableExQual$)
> > > > > 3. To have the table and cases come up automatically
> > > > > Create
> an
> > > active link that will Execute On Window Loaded, and the 1 Actions
> > > will
> be to
> > > set TableEXQual """$USER$"" = 'Assigned to Individual' AND
> > > 'Status' <= ""Pending""" 2 Action will be to Change Field to
> > > Refresh Table Field.
> > > > > 4. For the button you can do the same same active link
> > > > > just
> > > change the Execute On the a button.
> > > > >
> > > > > Have fun
> > > > >
> > > > > Tom Hamill
> > > > > NGIT
> > > > >
> > > > >
> > > > >
> > > > >
> > > > > -----Original Message-----
> > > > > From: Action Request System discussion list(ARSList)
> > > > > [mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Brad Terhune
> > > > > Sent: Wednesday, November 03, 2004 9:57 AM
> > > > > To: ARSLIST@ARSLIST.ORG
> > > > > Subject: Remedy HelpDesk Web "Show My Open Cases"
> > > > >
> > > > > Hello everyone. I am pleased to be a part of this list
> > > > > service. My name is Brad Terhune and I work at the University

> > > > > of Tennessee as a Remedy administrator and HelpDesk manager.
> > > > >
> > > > > I have recently moved our HPD:HelpDesk form to the web and am
> pleased
> > > > > with the results. However, when technicians log in, I want
> > > > > them to
> > > > > either:
> > > > >
> > > > > 1.) Have a button that will show their open cases in the Query
> > > > > table field at the bottom of the screen or
> > > > >
> > > > > 2.) Have the table and the cases show up automatically.
> > > > >
> > > > > Really, what I want is to write and active link or something
> > > > > else
> that
> > > > > will input an advanced search string into the Search area and
> > > > > then
> run
> > > > > it. Ex. Run a Search where: $USER$ = $Assigned to
> > > > > Individual$ AND "Status" <= "Pending"
> > > > >
> > > > > I would have thought this would be rather simple to do but it
> > > > > I
> can't
> > > > > figure it out. Any thoughts?
> > > > >
> > > > > Brad
> > > > >
> > > > >
> > >
>
>
> > >
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Brad,
I would also suggest not doing a direct cut and paste from emails to an objects qualification lines.

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Kooima,Scott M - JSP
Sent: Thursday, November 04, 2004 9:26 AM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Remedy HelpDesk Web "Show My Open Cases"


Look in the documentation for the Advanced Query Bar field (FID 1005)
This may be helpful for what you are trying to do. I haven't looked in
the .pdf's but based on what is in the ARS 5.x delta manual it may be
just what you are looking for.

Scott

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@ARSLIST.ORG] On Behalf Of Brad Terhune
Sent: Thursday, November 04, 2004 5:59 AM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Remedy HelpDesk Web "Show My Open Cases"


Well,
I was just recently able to move my HPD:Helpdesk form onto the web.
There is a table that comes up on the web form when you start a New
Search and run a Query. The table does not appear on the form until you
search.

That was the table that I was hoping would populate the information. I
guess what I need is a command that will click the button New Search,
then run that search string and bring back the cases so that the user
might browse through them.

However, I created a new table for the External command since the one on
the web view doesn't have a qualification option under "Table Property"?

Whoa . . . looking into administrator I do see an active link that was
created previously that is enable which does call for an Open Window.
Deleting it. . . .

Well now I am not getting that error message. However, when clicking
New Search then Show My Cases- nothing happens. The table I created
does not even appear on the web view. Going to go back and look at it
some more. Thanks for the help so far. It has really been invaluable.

Brad


On Wed, 3 Nov 2004 16:55:55 -0600, Thomas Bean wrote:
> Brad,
> What actions do you have defined in the active link that executes on
> the button click? This is just a wild guess, but that error message
> almost sounds like you have an Open Window action defined that is
> attempting to open a form that has not yet been deployed to the
> Mid-Tier. If you are setting a character field to use with the
> EXTERNAL function to qualify the results for a table field, your
> active link should only need these two actions (note: you would need
> to have already added a new table field to the HPD:HelpDesk form to
> display the results):
>
> 1. Set character field as indicated earlier.
> 2. Change field on the table field -- refresh table field.
>
> If you simply want to run a search on the HPD:HelpDesk form and
> display the results in the current or a new window (not in a table
> field on the existing form), then you can probably disregard the
> character field and the EXTERNAL qualification. Try creating an Open
> Window action in your active link with these properties:
>
> Window Type: Display (for read-only access) or Modify
> Target Location: Current or New (opens new browser window) Server
> Name: (your AR Server name) Form Name: HPD:HelpDesk
> Form View: Support
> Qualification Tab:
> 'Assigned to Individual' = $USER$ AND 'Status' <= "Pending"
> If No Requests Match: Show Default Message
>
> I'm not clear from your e-mail which form you added the table field
> and button to -- it sounds like you put them on the HPD:HelpDesk form
> (since you have to click the "New Search" button before clicking your
> newly-added button for anything to occur).
>
> If this is the case, it might make more sense to put this
> button/active link on the "Remedy Support" form instead of the
> HPD:HelpDesk form. I'm curious why you would need this, however,
> since the "Assigned Requests" table on the "Remedy Support" form
> already displays all open tickets assigned to a support user or to any

> groups he/she belongs to. Am I understanding correctly what you are
> intending to accomplish?
>
> --Thomas
>
>
>
> ----- Original Message -----
> From: "Brad Terhune"
> To:
> Sent: Wednesday, November 03, 2004 15:47
> Subject: Re: Remedy HelpDesk Web "Show My Open Cases"
>
> > Thank you to everyone that has helped me thus far. You have been
> > great.
> >
> > I modified the value for the character field as directed in the "Set

> > Fields" action and was able to add the action without an error.
> >
> > When I bring up the form on the web and click on the button to fire
> > the Active Link nothing happens. I have to click the "New Search"
> > form action field and then click on my created button for anything
> > to occur. When I do this I get an error. It says: "ARERR 9268
> > Problem Opening Form in Direct Access" Perhaps it might have helped
> > you guys if I had disclosed that I am running ARS 5.1.2 and 6.01
> > MidTier? Thanks,
> >
> > Brad
> >
> >
> > On Wed, 3 Nov 2004 15:14:34 -0600, Thomas Bean
> > wrote:
> > > Brad,
> > > Try setting the value as:
> > >
> > > "('Assigned to Individual' = $\USER$ AND 'Status' <= ""Pending"")"
> > >
> > > The $USER$ keyword does not require the double-quotes, and it has
> > > to be formatted as $\USER$ in the set fields action.
> > >
> > > HTH,
> > >
> > > Thomas Bean
> > >
> > >
> > >
> > > ----- Original Message -----
> > > From: "Brad Terhune"
> > > To:
> > > Sent: Wednesday, November 03, 2004 14:55
> > > Subject: Re: Remedy HelpDesk Web "Show My Open Cases"
> > >
> > > > Thomas,
> > > > I am trying to do this using the External command as you wrote.

> > > > Just for simplicity sake I added a character field with the
> > > > exact name that you indicated "TableEXQual". I set it to
> > > > hidden. I then created a table and in the Qualification I put
> > > > EXTERNAL($TableExQual$). I then saved the form and went in to
> > > > create the active link. I set it to fire on the activation of a

> > > > button I created. The first action is to "Set Fields" and it is
> > > > using CURRENT SCREEN. I grabbed the TableEXQual and then set
> > > > the value as: """$USER$"" = 'Assigned to Individual' AND
> > > > 'Status' <= ""Pending"""
> > > >
> > > > However, when adding the action I get the error
> > > > indicating:Unexpected character ARERR 2291:TableExQual
> > > > Assignlineerror at position 67" I guess I have messed up the
> > > > syntax somehow. Any ideas? Thanks,
> > > >
> > > > Brad
> > > >
> > > >
> > > >
> > > > On Wed, 3 Nov 2004 11:33:50 -0500, Hamill, Thomas P
>
> > > wrote:
> > > > > Brad,
> > > > > Use the EXTERNAL function in the table Qualification.
> > > > > 1. Create a char. field i.e. TableExQual
> > > > > 2. In the Table Property tab for the table enter
> > > EXTERNAL($TableExQual$)
> > > > > 3. To have the table and cases come up automatically
> > > > > Create
> an
> > > active link that will Execute On Window Loaded, and the 1 Actions
> > > will
> be to
> > > set TableEXQual """$USER$"" = 'Assigned to Individual' AND
> > > 'Status' <= ""Pending""" 2 Action will be to Change Field to
> > > Refresh Table Field.
> > > > > 4. For the button you can do the same same active link
> > > > > just
> > > change the Execute On the a button.
> > > > >
> > > > > Have fun
> > > > >
> > > > > Tom Hamill
> > > > > NGIT
> > > > >
> > > > >
> > > > >
> > > > >
> > > > > -----Original Message-----
> > > > > From: Action Request System discussion list(ARSList)
> > > > > [mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Brad Terhune
> > > > > Sent: Wednesday, November 03, 2004 9:57 AM
> > > > > To: ARSLIST@ARSLIST.ORG
> > > > > Subject: Remedy HelpDesk Web "Show My Open Cases"
> > > > >
> > > > > Hello everyone. I am pleased to be a part of this list
> > > > > service. My name is Brad Terhune and I work at the University

> > > > > of Tennessee as a Remedy administrator and HelpDesk manager.
> > > > >
> > > > > I have recently moved our HPD:HelpDesk form to the web and am
> pleased
> > > > > with the results. However, when technicians log in, I want
> > > > > them to
> > > > > either:
> > > > >
> > > > > 1.) Have a button that will show their open cases in the Query

> > > > > table field at the bottom of the screen or
> > > > >
> > > > > 2.) Have the table and the cases show up automatically.
> > > > >
> > > > > Really, what I want is to write and active link or something
> > > > > else
> that
> > > > > will input an advanced search string into the Search area and
> > > > > then
> run
> > > > > it. Ex. Run a Search where: $USER$ = $Assigned to
> > > > > Individual$ AND "Status" <= "Pending"
> > > > >
> > > > > I would have thought this would be rather simple to do but it
> > > > > I
> can't
> > > > > figure it out. Any thoughts?
> > > > >
> > > > > Brad
> > > > >
> > > > >
> > >
>
>
> > >
> > > > > UNSUBSCRIBE or access ARSList Archives at
> > > > > http://www.ARSLIST.org
> > > (Support: mailto:support@arslist.org ) ARSList is hosted by QMX
> > > SUPPORT SERVICES at www.QMXS.com
> > > > >
> > > > >
> > >
>
>
> > >
> > > > > UNSUBSCRIBE or access ARSList Archives at
> > > > > http://www.ARSLIST.org
> > > (Support: mailto:support@arslist.org ) ARSList is hosted by QMX
> > > SUPPORT SERVICES at www.QMXS.com
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> > > >
> > > >
> > >
>
>
> > >
> > >
> > >
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>
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