Brad,

Did you bring over the remedy support form? This form automatically
shows all your open cases and that of your group. Are you re-deploying
the applications after you make changes?

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@ARSLIST.ORG] On Behalf Of Brad Terhune
Sent: Thursday, November 04, 2004 8:59 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

Awesome! I fiddled with the active link and now data is returning
into the table. Hooray! However, when I click on a case it opens up
a new window instead of just changing the fields on the form above it.

The other table, when it brings in cases, you just click on a case and
it shows above with the option to modify.

You guys are fantastic! Thanks so much. Any ideas on how to make
this table behave like the other one?


On Thu, 4 Nov 2004 09:12:24 -0600, Brad Terhune wrote:
> I wanted to bring over the Remedy Support form but could not get it to
> come over properly. I also did not know how to link the Support Form
> to my HPD:HelpDesk web view. I finally decided that perhaps I need
> only one web page since my needs are simple. It doesn't matter to me
> if they can get to bulletin boards and reports and so forth off the
> web.
> I am totally new at this web stuff guys. Only been working with it
> about 2 weeks. I haven't actually deployed any applications through
> the MidTier. I've just been creating the web forms and creating links
> to them
>
> I went in an messed with the value in the active link, but still
> cannot seem to get anything to come into the table. "O results"
>
> I don't know if my value in the active link is wrong or I've done
> something wrong with the External command.
>
> Active link value for character field:
> """$\USER$"" = 'Assignee Login Name' AND 'Status' <= ""Pending"""
>
> Qualification for Table:
> EXTERNAL( $chrTableExQual$)
>
>
>
>
> On Thu, 4 Nov 2004 09:35:21 -0500, Allison, Dawn
> wrote:
> > Brad,
> >
> > Did you bring over the remedy support form? This form automatically
> > shows all your open cases and that of your group. Are you re-deploying
> > the applications after you make changes?
> >
> >
> >
> > -----Original Message-----
> > From: Action Request System discussion list(ARSList)
> > [mailto:ARSLIST@ARSLIST.ORG] On Behalf Of Brad Terhune
> > Sent: Thursday, November 04, 2004 8:59 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
> >
> >
> >
> >
>

I wanted to bring over the Remedy Support form but could not get it to
come over properly. I also did not know how to link the Support Form
to my HPD:HelpDesk web view. I finally decided that perhaps I need
only one web page since my needs are simple. It doesn't matter to me
if they can get to bulletin boards and reports and so forth off the
web.
I am totally new at this web stuff guys. Only been working with it
about 2 weeks. I haven't actually deployed any applications through
the MidTier. I've just been creating the web forms and creating links
to them

I went in an messed with the value in the active link, but still
cannot seem to get anything to come into the table. "O results"

I don't know if my value in the active link is wrong or I've done
something wrong with the External command.

Active link value for character field:
"""$\USER$"" = 'Assignee Login Name' AND 'Status' <= ""Pending"""

Qualification for Table:
EXTERNAL( $chrTableExQual$)




On Thu, 4 Nov 2004 09:35:21 -0500, Allison, Dawn
wrote:
> Brad,
>
> Did you bring over the remedy support form? This form automatically
> shows all your open cases and that of your group. Are you re-deploying
> the applications after you make changes?
>
>
>
> -----Original Message-----
> From: Action Request System discussion list(ARSList)
> [mailto:ARSLIST@ARSLIST.ORG] On Behalf Of Brad Terhune
> Sent: Thursday, November 04, 2004 8:59 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
>
>
>
>

You probably have an open window action on an active link that is open
in a submit mode versus modify.

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@ARSLIST.ORG] On Behalf Of Brad Terhune
Sent: Thursday, November 04, 2004 10:23 AM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Remedy HelpDesk Web "Show My Open Cases"

Awesome! I fiddled with the active link and now data is returning
into the table. Hooray! However, when I click on a case it opens up
a new window instead of just changing the fields on the form above it.

The other table, when it brings in cases, you just click on a case and
it shows above with the option to modify.

You guys are fantastic! Thanks so much. Any ideas on how to make
this table behave like the other one?


On Thu, 4 Nov 2004 09:12:24 -0600, Brad Terhune
wrote:
> I wanted to bring over the Remedy Support form but could not get it to
> come over properly. I also did not know how to link the Support Form
> to my HPD:HelpDesk web view. I finally decided that perhaps I need
> only one web page since my needs are simple. It doesn't matter to me
> if they can get to bulletin boards and reports and so forth off the
> web.
> I am totally new at this web stuff guys. Only been working with it
> about 2 weeks. I haven't actually deployed any applications through
> the MidTier. I've just been creating the web forms and creating links
> to them
>
> I went in an messed with the value in the active link, but still
> cannot seem to get anything to come into the table. "O results"
>
> I don't know if my value in the active link is wrong or I've done
> something wrong with the External command.
>
> Active link value for character field:
> """$\USER$"" = 'Assignee Login Name' AND 'Status' <= ""Pending"""
>
> Qualification for Table:
> EXTERNAL( $chrTableExQual$)
>
>
>
>
> On Thu, 4 Nov 2004 09:35:21 -0500, Allison, Dawn
> wrote:
> > Brad,
> >
> > Did you bring over the remedy support form? This form automatically
> > shows all your open cases and that of your group. Are you
re-deploying
> > the applications after you make changes?
> >
> >
> >
> > -----Original Message-----
> > From: Action Request System discussion list(ARSList)
> > [mailto:ARSLIST@ARSLIST.ORG] On Behalf Of Brad Terhune
> > Sent: Thursday, November 04, 2004 8:59 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
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"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."

I believe the table to which you are referring is the Results List table (field ID 1020). This is a special type of table field that is primarily used to display the results of a search operation on the web. The search qualification defines the qualification for the table, which is why you cannot enter a qualification in the "Table Property" for this table field.
I think you will find that if you use an Open Window action as I suggested in my earlier post, this table should appear and will display all tickets that match the Open Window qualification:

'Assignee Login Name' = $USER$ AND 'Status' <= "Pending"

I think it would make more sense to place the button that runs this Active Link on the Remedy Support form and display the button as a URL, but I still do not understand why you would need this (since the Remedy Support console already displays all open assigned tickets).

If you still want to go the route of using the EXTERNAL function to populate a table field on the HPD:HelpDesk form, it should work if you change the set fields value as follows for the field you are referencing:

Current set fields value -- will not work due to double-quotes around $USER$ keyword:

"""$\USER$"" = 'Assignee Login Name' AND 'Status' <= ""Pending"""

Corrected set fields value:

"('Assignee Login Name' = $\USER$ AND 'Status' <= ""Pending"")"

This should work if you copy and paste the above string into the set fields value.

Hope this helps,

Thomas

----- Original Message -----
From: "Brad Terhune"
Newsgroups: cogniza.remedy.arsystem.general
To:
Sent: Thursday, November 04, 2004 08:28
Subject: Re: Remedy HelpDesk Web "Show My Open Cases"


> 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
> >
>
>
> 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

What's really interesting is that the table opens into a Web View that
I did not even know I had. It looks like the Windows views of
HPD:HelpDesk. I looked through all my web views and haven't seen one
like it yet!

The only active link firing that references my table right now is one
that tells it to Change Fields. The visibility is "Unchanged" and the
"Refresh Table Field" is checked.

I just want the table field to interact with the view that it is
actually present upon, and not call another view when I click on a
case. Thanks,

Brad

On Thu, 4 Nov 2004 10:33:06 -0500, Allison, Dawn
wrote:
> You probably have an open window action on an active link that is open
> in a submit mode versus modify.
>
>
>
> -----Original Message-----
> From: Action Request System discussion list(ARSList)
> [mailto:ARSLIST@ARSLIST.ORG] On Behalf Of Brad Terhune
> Sent: Thursday, November 04, 2004 10:23 AM
> To: ARSLIST@ARSLIST.ORG
> Subject: Re: Remedy HelpDesk Web "Show My Open Cases"
>
> Awesome! I fiddled with the active link and now data is returning
> into the table. Hooray! However, when I click on a case it opens up
> a new window instead of just changing the fields on the form above it.
>
> The other table, when it brings in cases, you just click on a case and
> it shows above with the option to modify.
>
> You guys are fantastic! Thanks so much. Any ideas on how to make
> this table behave like the other one?
>
> On Thu, 4 Nov 2004 09:12:24 -0600, Brad Terhune
> wrote:
> > I wanted to bring over the Remedy Support form but could not get it to
> > come over properly. I also did not know how to link the Support Form
> > to my HPD:HelpDesk web view. I finally decided that perhaps I need
> > only one web page since my needs are simple. It doesn't matter to me
> > if they can get to bulletin boards and reports and so forth off the
> > web.
> > I am totally new at this web stuff guys. Only been working with it
> > about 2 weeks. I haven't actually deployed any applications through
> > the MidTier. I've just been creating the web forms and creating links
> > to them
> >
> > I went in an messed with the value in the active link, but still
> > cannot seem to get anything to come into the table. "O results"
> >
> > I don't know if my value in the active link is wrong or I've done
> > something wrong with the External command.
> >
> > Active link value for character field:
> > """$\USER$"" = 'Assignee Login Name' AND 'Status' <= ""Pending"""
> >
> > Qualification for Table:
> > EXTERNAL( $chrTableExQual$)
> >
> >
> >
> >
> > On Thu, 4 Nov 2004 09:35:21 -0500, Allison, Dawn
> > wrote:
> > > Brad,
> > >
> > > Did you bring over the remedy support form? This form automatically
> > > shows all your open cases and that of your group. Are you
> re-deploying
> > > the applications after you make changes?
> > >
> > >
> > >
> > > -----Original Message-----
> > > From: Action Request System discussion list(ARSList)
> > > [mailto:ARSLIST@ARSLIST.ORG] On Behalf Of Brad Terhune
> > > Sent: Thursday, November 04, 2004 8:59 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
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> QMX
> > > SUPPORT
> > > > > > SERVICES at www.QMXS.com
> > > > > > > >
> > > > > > > >
> > > > > >
> > > >
> > >
>
> > >
> > > > > >
> > > > > > > > UNSUBSCRIBE or access ARSList Archives at
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> QMX
> > > SUPPORT
> > > > > > SERVICES at www.QMXS.com
> > > > > > > >
> > > > > > >
> > > > > > >
> > > > > >
> > > >
> > >
>
> > >
> > > > > >
> > > > > >
> > > > > >
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> > > > > > www.QMXS.com
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> > >
>
> > >
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> > >
>
> > >
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> > >
> >
>
>
>
>
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>
>
>
>

Thank you Thomas. I am going to go up and check your earlier submission now.

Brad


On Thu, 4 Nov 2004 10:00:09 -0600, Thomas Bean wrote:
> **
> "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."
>
> I believe the table to which you are referring is the Results List table
> (field ID 1020). This is a special type of table field that is primarily
> used to display the results of a search operation on the web. The search
> qualification defines the qualification for the table, which is why you
> cannot enter a qualification in the "Table Property" for this table field.
> I think you will find that if you use an Open Window action as I suggested
> in my earlier post, this table should appear and will display all tickets
> that match the Open Window qualification:
>
> 'Assignee Login Name' = $USER$ AND 'Status' <= "Pending"
>
> I think it would make more sense to place the button that runs this Active
> Link on the Remedy Support form and display the button as a URL, but I still
> do not understand why you would need this (since the Remedy Support console
> already displays all open assigned tickets).
>
> If you still want to go the route of using the EXTERNAL function to populate
> a table field on the HPD:HelpDesk form, it should work if you change the set
> fields value as follows for the field you are referencing:
>
> Current set fields value -- will not work due to double-quotes around $USER$
> keyword:
>
>
> """$\USER$"" = 'Assignee Login Name' AND 'Status' <= ""Pending"""
>
> Corrected set fields value:
>
>
> "('Assignee Login Name' = $\USER$ AND 'Status' <= ""Pending"")"
>
> This should work if you copy and paste the above string into the set fields
> value.
>
> Hope this helps,
>
>
>
> Thomas
>
> ----- Original Message -----
> From: "Brad Terhune"
> Newsgroups: cogniza.remedy.arsystem.general
> To:
> Sent: Thursday, November 04, 2004 08:28
> Subject: Re: Remedy HelpDesk Web "Show My Open Cases"
>
>
>
> > 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
> > >
> >
> >
>
> > 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 This posting was submitted via the Web interface

Brad,
What do your users see when logging in through the web? If you are using
Help Desk 5.5, I believe they should see a "Support Console" link that opens
the web view of the Remedy Support form, provided they are members of the
"APP-Support" group.
You should be able to deploy/re-deploy your apps via the Mid-Tier
configuration tool, normally accessed via a URL similar to the following:

http:///arsys/apps/shared/config/config.jsp

The config tool password should be "arsystem" unless it has been changed.

--Thomas

----- Original Message -----
From: "Brad Terhune"
Newsgroups: cogniza.remedy.arsystem.general
To:
Sent: Thursday, November 04, 2004 09:12
Subject: Re: Remedy HelpDesk Web "Show My Open Cases"


> I wanted to bring over the Remedy Support form but could not get it to
> come over properly. I also did not know how to link the Support Form
> to my HPD:HelpDesk web view. I finally decided that perhaps I need
> only one web page since my needs are simple. It doesn't matter to me
> if they can get to bulletin boards and reports and so forth off the
> web.
> I am totally new at this web stuff guys. Only been working with it
> about 2 weeks. I haven't actually deployed any applications through
> the MidTier. I've just been creating the web forms and creating links
> to them
>
> I went in an messed with the value in the active link, but still
> cannot seem to get anything to come into the table. "O results"
>
> I don't know if my value in the active link is wrong or I've done
> something wrong with the External command.
>
> Active link value for character field:
> """$\USER$"" = 'Assignee Login Name' AND 'Status' <= ""Pending"""
>
> Qualification for Table:
> EXTERNAL( $chrTableExQual$)
>
>
>
>
> On Thu, 4 Nov 2004 09:35:21 -0500, Allison, Dawn
> wrote:
> > Brad,
> >
> > Did you bring over the remedy support form? This form automatically
> > shows all your open cases and that of your group. Are you re-deploying
> > the applications after you make changes?
> >
> >
> >
> > -----Original Message-----
> > From: Action Request System discussion list(ARSList)
> > [mailto:ARSLIST@ARSLIST.ORG] On Behalf Of Brad Terhune
> > Sent: Thursday, November 04, 2004 8:59 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
> > >
> >
> >
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> > 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 am confused and intirigued. Thomas, I disable the active link
that I created using EXTERNAL and the character field in order to try
the "Open Window" AL. I created the AL and set it to fire on the
button. I then did all the MidTier resetting stuff you're supposed to
do.

I brought up the page and clicked on the button. It then opens a new
browser window full screen and displays what appear to be the Windows
view of the HPD:HelpDesk form? My web views don't look anything like
this. Far below all the HPD:HelpDesk workflow there is a table and it
displays my cases. When I click on them, it shows the selected table
above just as I would like. However, I really didn't want to open up
a new browser window and this form that popped up I don't remember
creating. Can you help me understand this? Thanks,

Brad


On Thu, 4 Nov 2004 10:12:35 -0600, Brad Terhune wrote:
> Thank you Thomas. I am going to go up and check your earlier submission now.
>
>
>
> Brad
>
> On Thu, 4 Nov 2004 10:00:09 -0600, Thomas Bean wrote:
> > **
> > "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."
> >
> > I believe the table to which you are referring is the Results List table
> > (field ID 1020). This is a special type of table field that is primarily
> > used to display the results of a search operation on the web. The search
> > qualification defines the qualification for the table, which is why you
> > cannot enter a qualification in the "Table Property" for this table field.
> > I think you will find that if you use an Open Window action as I suggested
> > in my earlier post, this table should appear and will display all tickets
> > that match the Open Window qualification:
> >
> > 'Assignee Login Name' = $USER$ AND 'Status' <= "Pending"
> >
> > I think it would make more sense to place the button that runs this Active
> > Link on the Remedy Support form and display the button as a URL, but I still
> > do not understand why you would need this (since the Remedy Support console
> > already displays all open assigned tickets).
> >
> > If you still want to go the route of using the EXTERNAL function to populate
> > a table field on the HPD:HelpDesk form, it should work if you change the set
> > fields value as follows for the field you are referencing:
> >
> > Current set fields value -- will not work due to double-quotes around $USER$
> > keyword:
> >
> >
> > """$\USER$"" = 'Assignee Login Name' AND 'Status' <= ""Pending"""
> >
> > Corrected set fields value:
> >
> >
> > "('Assignee Login Name' = $\USER$ AND 'Status' <= ""Pending"")"
> >
> > This should work if you copy and paste the above string into the set fields
> > value.
> >
> > Hope this helps,
> >
> >
> >
> > Thomas
> >
> > ----- Original Message -----
> > From: "Brad Terhune"
> > Newsgroups: cogniza.remedy.arsystem.general
> > To:
> > Sent: Thursday, November 04, 2004 08:28
> > Subject: Re: Remedy HelpDesk Web "Show My Open Cases"
> >
> >
> >
> > > 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
> > > >
> > >
> > >
> >
> > > 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 This posting was submitted via the Web interface
>

I am changing the View in the Active Link to my Web View instead of
Support. Will the MidTier actually show "Windows" forms? That looks
like what its doing. Weird. Will update in a minute.

Brad


On Thu, 4 Nov 2004 10:30:58 -0600, Brad Terhune wrote:
> Well, I am confused and intirigued. Thomas, I disable the active link
> that I created using EXTERNAL and the character field in order to try
> the "Open Window" AL. I created the AL and set it to fire on the
> button. I then did all the MidTier resetting stuff you're supposed to
> do.
>
> I brought up the page and clicked on the button. It then opens a new
> browser window full screen and displays what appear to be the Windows
> view of the HPD:HelpDesk form? My web views don't look anything like
> this. Far below all the HPD:HelpDesk workflow there is a table and it
> displays my cases. When I click on them, it shows the selected table
> above just as I would like. However, I really didn't want to open up
> a new browser window and this form that popped up I don't remember
> creating. Can you help me understand this? Thanks,
>
>
>
> Brad
>
> On Thu, 4 Nov 2004 10:12:35 -0600, Brad Terhune wrote:
> > Thank you Thomas. I am going to go up and check your earlier submission now.
> >
> >
> >
> > Brad
> >
> > On Thu, 4 Nov 2004 10:00:09 -0600, Thomas Bean wrote:
> > > **
> > > "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."
> > >
> > > I believe the table to which you are referring is the Results List table
> > > (field ID 1020). This is a special type of table field that is primarily
> > > used to display the results of a search operation on the web. The search
> > > qualification defines the qualification for the table, which is why you
> > > cannot enter a qualification in the "Table Property" for this table field.
> > > I think you will find that if you use an Open Window action as I suggested
> > > in my earlier post, this table should appear and will display all tickets
> > > that match the Open Window qualification:
> > >
> > > 'Assignee Login Name' = $USER$ AND 'Status' <= "Pending"
> > >
> > > I think it would make more sense to place the button that runs this Active
> > > Link on the Remedy Support form and display the button as a URL, but I still
> > > do not understand why you would need this (since the Remedy Support console
> > > already displays all open assigned tickets).
> > >
> > > If you still want to go the route of using the EXTERNAL function to populate
> > > a table field on the HPD:HelpDesk form, it should work if you change the set
> > > fields value as follows for the field you are referencing:
> > >
> > > Current set fields value -- will not work due to double-quotes around $USER$
> > > keyword:
> > >
> > >
> > > """$\USER$"" = 'Assignee Login Name' AND 'Status' <= ""Pending"""
> > >
> > > Corrected set fields value:
> > >
> > >
> > > "('Assignee Login Name' = $\USER$ AND 'Status' <= ""Pending"")"
> > >
> > > This should work if you copy and paste the above string into the set fields
> > > value.
> > >
> > > Hope this helps,
> > >
> > >
> > >
> > > Thomas
> > >
> > > ----- Original Message -----
> > > From: "Brad Terhune"
> > > Newsgroups: cogniza.remedy.arsystem.general
> > > To:
> > > Sent: Thursday, November 04, 2004 08:28
> > > Subject: Re: Remedy HelpDesk Web "Show My Open Cases"
> > >
> > >
> > >
> > > > 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
> > > > >
> > > >
> > > >
> > >
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> > > UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org (Support:
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> >
>