Well,
I never actually deployed the HelpDesk application to the web. I am
using HelpDesk 4.03 on ARS 5.1.2 on MidTier 6.01. Great setup,huh?

I actually just made a copy of HPD:HelpDesk into a web view to start.
Or did I make a copy of one of the web views? I can't remember. The
web view is called webSubmit. I then set my opening page to browse to
that URL. The MidTier is running, it asks for a login, and then lets
folks in showing them the custom HPD:HelpDesk web view that I made
along with a nice green background and an image at the top.

When I changed that Active Link to display through webSubmit (the web
form that I am using), it hung up the page. It just said Working . .
. at the bottom and wouldn't stop. It also slowed down the Remedy
server quite a bit as if it were working overtime. I had to kill both
the web page and Remedy Administrator. I had gone into Remedy
Administrator to see if i had left off the qualification for the Open
Window action or something. I hadn't though. I disabled the active
link for now. I am sure I am doing something very wrong. Any advice?


On Thu, 4 Nov 2004 10:21:19 -0600, Thomas Bean wrote:
> 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
> > > >
> > >
> > >
> > >
> > > 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,

Thomas is right. If you bought HelpDesk out of the box these forms
already exist, web forms too. You need to go to the config tool for mid
tier (the link below). Login with the default password and go to
deployer settings. Click the add application button, chose a server, and
choose the remedy support application. Now deploy it.

Your link will be something like this:
http:///arsys/apps/default/name>/RemedySupport/start.jsp

This simulates what you see on the client tool. I really think this will
simplify your efforts. I'd have to see you go through all of this when
it already exists.

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@ARSLIST.ORG] On Behalf Of Thomas Bean
Sent: Thursday, November 04, 2004 11:21 AM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Remedy HelpDesk Web "Show My Open Cases"

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
> > > > > > >
> > > > > > >
> > > > >
> > >
> >

> >
> > > > >
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> > >
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> > > > > >
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> > > > >
> > >
> >

> >
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Man, well I'll be . . .
I just went through the MidTier URL builder form that I have and did
the Remedy HelpDesk suppport form over again. And it comes up! The
cases come up in the table too! Now, however, nothing happens when I
click on Case Details . . .

Brad


On Thu, 4 Nov 2004 11:52:18 -0500, Allison, Dawn
wrote:
> Brad,
>
> Thomas is right. If you bought HelpDesk out of the box these forms
> already exist, web forms too. You need to go to the config tool for mid
> tier (the link below). Login with the default password and go to
> deployer settings. Click the add application button, chose a server, and
> choose the remedy support application. Now deploy it.
>
> Your link will be something like this:
> http:///arsys/apps/default/> name>/RemedySupport/start.jsp
>
> This simulates what you see on the client tool. I really think this will
> simplify your efforts. I'd have to see you go through all of this when
> it already exists.
>
>
>
> -----Original Message-----
> From: Action Request System discussion list(ARSList)
> [mailto:ARSLIST@ARSLIST.ORG] On Behalf Of Thomas Bean
> Sent: Thursday, November 04, 2004 11:21 AM
> To: ARSLIST@ARSLIST.ORG
> Subject: Re: Remedy HelpDesk Web "Show My Open Cases"
>
> 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
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> QMX
> > > SUPPORT
> > > > > > SERVICES at www.QMXS.com
> > > > > > > >
> > > > > > > >
> > > > > >
> > > >
> > >
>
> > >
> > > > > >
> > > > > > > > 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
> http://www.ARSLIST.org
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> > > > > > www.QMXS.com
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> > > > > >
> > > >
> > >
>
> > >
> > > >
> > > > > > UNSUBSCRIBE or access ARSList Archives at
> http://www.ARSLIST.org
> > > > (Support: mailto:support@arslist.org ) ARSList is hosted by QMX
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> > > > SERVICES at www.QMXS.com
> > > > > >
> > > > >
> > > > >
> > > >
> > >
>
> > >
> > > >
> > > >
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> > > >
> > >
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> >
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>
>
> 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
>
>
>
>
>
>

Thought it would be worth adding . . .

On the Windows clients everyone goes through the Remedy HelpDesk
support form into HPD:HelpDesk. However, I could never seem to get
the URL right for that. I created a web view that I had hoped would
work, and a web alias but it just never came up properly. Anyway . .
.


On Thu, 4 Nov 2004 10:52:39 -0600, Brad Terhune wrote:
> Well,
> I never actually deployed the HelpDesk application to the web. I am
> using HelpDesk 4.03 on ARS 5.1.2 on MidTier 6.01. Great setup,huh?
>
> I actually just made a copy of HPD:HelpDesk into a web view to start.
> Or did I make a copy of one of the web views? I can't remember. The
> web view is called webSubmit. I then set my opening page to browse to
> that URL. The MidTier is running, it asks for a login, and then lets
> folks in showing them the custom HPD:HelpDesk web view that I made
> along with a nice green background and an image at the top.
>
> When I changed that Active Link to display through webSubmit (the web
> form that I am using), it hung up the page. It just said Working . .
> . at the bottom and wouldn't stop. It also slowed down the Remedy
> server quite a bit as if it were working overtime. I had to kill both
> the web page and Remedy Administrator. I had gone into Remedy
> Administrator to see if i had left off the qualification for the Open
> Window action or something. I hadn't though. I disabled the active
> link for now. I am sure I am doing something very wrong. Any advice?
>
>
>
>
> On Thu, 4 Nov 2004 10:21:19 -0600, Thomas Bean wrote:
> > 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
> > > > >
> > > >
> > > >
> > > >
> > > > 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,
>From your earlier messages in the thread (and one from another thread), you
stated you are running the following server/application versions:

ARS 5.1.2
Mid-Tier 6.0.1
Help Desk 4.0.3

This would explain why the support console (Remedy Support) would not appear
when your users log in via the Mid-Tier. I don't believe the web views for
this form were created on Help Desk 4.0. Any web views you do see for the
"Remedy Support" or HPD:HelpDesk forms were most likely created for the old
ARWeb application, not specifically for the Mid-Tier. What views do you see
listed in the Admin Tool for these forms?

Will you also be upgrading the Help Desk app to version 5.6 when you upgrade
ARS to 6.0.1? If so, this should eliminate the need for the custom solution
you are attempting.

What form/view do your users currently see after logging in via the
Mid-Tier? Does the HPD:HelpDesk form immediately open in Search mode?

When you use the Open Window action, it should not open a new browser window
as long as you specify the value "Current" for the 'Target Location'
property. If you like, you could leave the 'Target Location' as "New" and
add a second action to your active link: "Close Window" (make sure this
action occurs last in the AL). This should close the original browser
window that opened the new one.

As for the view that is showing up, that is defined by the 'Form View:'
property in the Open Window action. If you change this value to the name of
the view you normally use on the web for HPD:HelpDesk, it should appear the
way you expect.

HTH,

Thomas

----- Original Message -----
From: "Brad Terhune"
Newsgroups: cogniza.remedy.arsystem.general
To:
Sent: Thursday, November 04, 2004 10:30
Subject: Re: Remedy HelpDesk Web "Show My Open Cases"


> 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
> >
>
>


> 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

Thomas,

I was not planning on upgrading the HelpDesk forms. I keep pretty
efficient records now but when I first started administering the
system I did not keep good track of my customizations. I just could
not imagine losing everything I have customized up to this point
within the Helpdesk app.

Right now, I have set up a web page that directs folks to the
HPD:HelpDesk form in webSubmit view which I have modified. It really
doesn't look anything like HPD:HelpDesk aside from the actual field
names. The form opens in Submit mode and then there is the option for
New Search and depending on what's selected you get the option to
Submit, Query, or Modify.

However, just this morning I deployed the HelpDesk application in a
formal manner through the MidTier. Now, when logging into that
through webserver/arsys/apps/default/appname/start.jsp the Remedy
HelpDesk Support form comes up as it is the primary form for that
application in Default Administrator View. However, the buttons don't
work- I think because they have macros embedded in the active links
that power the workflow.

I will go back in and take a look at the AL that you directed me to
create. I am not sure what happened last time but it was certainly
odd.

It would be nice to use the forms that people have become accustomed
to seeing over the last couple of years using the Windows clients.
However, I think the macros would have to be converted to ALs. I seem
to recall a converter for that? Thanks,

Brad


On Thu, 4 Nov 2004 11:22:37 -0600, Thomas Bean wrote:
> Brad,
> From your earlier messages in the thread (and one from another thread), you
> stated you are running the following server/application versions:
>
> ARS 5.1.2
> Mid-Tier 6.0.1
> Help Desk 4.0.3
>
> This would explain why the support console (Remedy Support) would not appear
> when your users log in via the Mid-Tier. I don't believe the web views for
> this form were created on Help Desk 4.0. Any web views you do see for the
> "Remedy Support" or HPD:HelpDesk forms were most likely created for the old
> ARWeb application, not specifically for the Mid-Tier. What views do you see
> listed in the Admin Tool for these forms?
>
> Will you also be upgrading the Help Desk app to version 5.6 when you upgrade
> ARS to 6.0.1? If so, this should eliminate the need for the custom solution
> you are attempting.
>
> What form/view do your users currently see after logging in via the
> Mid-Tier? Does the HPD:HelpDesk form immediately open in Search mode?
>
> When you use the Open Window action, it should not open a new browser window
> as long as you specify the value "Current" for the 'Target Location'
> property. If you like, you could leave the 'Target Location' as "New" and
> add a second action to your active link: "Close Window" (make sure this
> action occurs last in the AL). This should close the original browser
> window that opened the new one.
>
> As for the view that is showing up, that is defined by the 'Form View:'
> property in the Open Window action. If you change this value to the name of
> the view you normally use on the web for HPD:HelpDesk, it should appear the
> way you expect.
>
> HTH,
>
>
>
> Thomas
>
> ----- Original Message -----
> From: "Brad Terhune"
> Newsgroups: cogniza.remedy.arsystem.general
> To:
> Sent: Thursday, November 04, 2004 10:30
> Subject: Re: Remedy HelpDesk Web "Show My Open Cases"
>
> > 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
> > >
> >
> >
>
>
>
>
> > 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,
Upon further examination, the active link doesn't open a new window.
Rather, it actually changes the view of the form.

The form HPD:HelpDesk has two webSubmit views. One is specified as a
Windows platform view. The other (the one I use) is a Web Fixed
fields platform view.
The Active Link does not appear to allow me to choose my Web form
view, webSubmit. It does, however, list the Windows platform
webSubmit view as an option.

Can you actually view a Windows platform view over the web? My web
view is the only one for the form that is actually specified as
anything besides "Windows". Thanks,

Brad


On Thu, 4 Nov 2004 13:09:51 -0600, Brad Terhune wrote:
> Thomas,
>
> I was not planning on upgrading the HelpDesk forms. I keep pretty
> efficient records now but when I first started administering the
> system I did not keep good track of my customizations. I just could
> not imagine losing everything I have customized up to this point
> within the Helpdesk app.
>
> Right now, I have set up a web page that directs folks to the
> HPD:HelpDesk form in webSubmit view which I have modified. It really
> doesn't look anything like HPD:HelpDesk aside from the actual field
> names. The form opens in Submit mode and then there is the option for
> New Search and depending on what's selected you get the option to
> Submit, Query, or Modify.
>
> However, just this morning I deployed the HelpDesk application in a
> formal manner through the MidTier. Now, when logging into that
> through webserver/arsys/apps/default/appname/start.jsp the Remedy
> HelpDesk Support form comes up as it is the primary form for that
> application in Default Administrator View. However, the buttons don't
> work- I think because they have macros embedded in the active links
> that power the workflow.
>
> I will go back in and take a look at the AL that you directed me to
> create. I am not sure what happened last time but it was certainly
> odd.
>
> It would be nice to use the forms that people have become accustomed
> to seeing over the last couple of years using the Windows clients.
> However, I think the macros would have to be converted to ALs. I seem
> to recall a converter for that? Thanks,
>
>
>
> Brad
>
> On Thu, 4 Nov 2004 11:22:37 -0600, Thomas Bean wrote:
> > Brad,
> > From your earlier messages in the thread (and one from another thread), you
> > stated you are running the following server/application versions:
> >
> > ARS 5.1.2
> > Mid-Tier 6.0.1
> > Help Desk 4.0.3
> >
> > This would explain why the support console (Remedy Support) would not appear
> > when your users log in via the Mid-Tier. I don't believe the web views for
> > this form were created on Help Desk 4.0. Any web views you do see for the
> > "Remedy Support" or HPD:HelpDesk forms were most likely created for the old
> > ARWeb application, not specifically for the Mid-Tier. What views do you see
> > listed in the Admin Tool for these forms?
> >
> > Will you also be upgrading the Help Desk app to version 5.6 when you upgrade
> > ARS to 6.0.1? If so, this should eliminate the need for the custom solution
> > you are attempting.
> >
> > What form/view do your users currently see after logging in via the
> > Mid-Tier? Does the HPD:HelpDesk form immediately open in Search mode?
> >
> > When you use the Open Window action, it should not open a new browser window
> > as long as you specify the value "Current" for the 'Target Location'
> > property. If you like, you could leave the 'Target Location' as "New" and
> > add a second action to your active link: "Close Window" (make sure this
> > action occurs last in the AL). This should close the original browser
> > window that opened the new one.
> >
> > As for the view that is showing up, that is defined by the 'Form View:'
> > property in the Open Window action. If you change this value to the name of
> > the view you normally use on the web for HPD:HelpDesk, it should appear the
> > way you expect.
> >
> > HTH,
> >
> >
> >
> > Thomas
> >
> > ----- Original Message -----
> > From: "Brad Terhune"
> > Newsgroups: cogniza.remedy.arsystem.general
> > To:
> > Sent: Thursday, November 04, 2004 10:30
> > Subject: Re: Remedy HelpDesk Web "Show My Open Cases"
> >
> > > 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
> > > >
> > >
> > >
> >
> >
> >
> >
> > > 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 think that if I could convert the macros in the current active links
to just active links with Open Windows commands, the Remedy HelpDesk
Support form would work.
However, I went over to my development box and found that on that
conversion a great number of the conversions did not take place-
something about QBE and schema problems? Anyone else have this
problem? Thanks,

Brad


On Thu, 4 Nov 2004 13:22:25 -0600, Brad Terhune wrote:
> Well,
> Upon further examination, the active link doesn't open a new window.
> Rather, it actually changes the view of the form.
>
> The form HPD:HelpDesk has two webSubmit views. One is specified as a
> Windows platform view. The other (the one I use) is a Web Fixed
> fields platform view.
> The Active Link does not appear to allow me to choose my Web form
> view, webSubmit. It does, however, list the Windows platform
> webSubmit view as an option.
>
> Can you actually view a Windows platform view over the web? My web
> view is the only one for the form that is actually specified as
> anything besides "Windows". Thanks,
>
>
>
> Brad
>
> On Thu, 4 Nov 2004 13:09:51 -0600, Brad Terhune wrote:
> > Thomas,
> >
> > I was not planning on upgrading the HelpDesk forms. I keep pretty
> > efficient records now but when I first started administering the
> > system I did not keep good track of my customizations. I just could
> > not imagine losing everything I have customized up to this point
> > within the Helpdesk app.
> >
> > Right now, I have set up a web page that directs folks to the
> > HPD:HelpDesk form in webSubmit view which I have modified. It really
> > doesn't look anything like HPD:HelpDesk aside from the actual field
> > names. The form opens in Submit mode and then there is the option for
> > New Search and depending on what's selected you get the option to
> > Submit, Query, or Modify.
> >
> > However, just this morning I deployed the HelpDesk application in a
> > formal manner through the MidTier. Now, when logging into that
> > through webserver/arsys/apps/default/appname/start.jsp the Remedy
> > HelpDesk Support form comes up as it is the primary form for that
> > application in Default Administrator View. However, the buttons don't
> > work- I think because they have macros embedded in the active links
> > that power the workflow.
> >
> > I will go back in and take a look at the AL that you directed me to
> > create. I am not sure what happened last time but it was certainly
> > odd.
> >
> > It would be nice to use the forms that people have become accustomed
> > to seeing over the last couple of years using the Windows clients.
> > However, I think the macros would have to be converted to ALs. I seem
> > to recall a converter for that? Thanks,
> >
> >
> >
> > Brad
> >
> > On Thu, 4 Nov 2004 11:22:37 -0600, Thomas Bean wrote:
> > > Brad,
> > > From your earlier messages in the thread (and one from another thread), you
> > > stated you are running the following server/application versions:
> > >
> > > ARS 5.1.2
> > > Mid-Tier 6.0.1
> > > Help Desk 4.0.3
> > >
> > > This would explain why the support console (Remedy Support) would not appear
> > > when your users log in via the Mid-Tier. I don't believe the web views for
> > > this form were created on Help Desk 4.0. Any web views you do see for the
> > > "Remedy Support" or HPD:HelpDesk forms were most likely created for the old
> > > ARWeb application, not specifically for the Mid-Tier. What views do you see
> > > listed in the Admin Tool for these forms?
> > >
> > > Will you also be upgrading the Help Desk app to version 5.6 when you upgrade
> > > ARS to 6.0.1? If so, this should eliminate the need for the custom solution
> > > you are attempting.
> > >
> > > What form/view do your users currently see after logging in via the
> > > Mid-Tier? Does the HPD:HelpDesk form immediately open in Search mode?
> > >
> > > When you use the Open Window action, it should not open a new browser window
> > > as long as you specify the value "Current" for the 'Target Location'
> > > property. If you like, you could leave the 'Target Location' as "New" and
> > > add a second action to your active link: "Close Window" (make sure this
> > > action occurs last in the AL). This should close the original browser
> > > window that opened the new one.
> > >
> > > As for the view that is showing up, that is defined by the 'Form View:'
> > > property in the Open Window action. If you change this value to the name of
> > > the view you normally use on the web for HPD:HelpDesk, it should appear the
> > > way you expect.
> > >
> > > HTH,
> > >
> > >
> > >
> > > Thomas
> > >
> > > ----- Original Message -----
> > > From: "Brad Terhune"
> > > Newsgroups: cogniza.remedy.arsystem.general
> > > To:
> > > Sent: Thursday, November 04, 2004 10:30
> > > Subject: Re: Remedy HelpDesk Web "Show My Open Cases"
> > >
> > > > 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
> > > > >
> > > >
> > > >
> > >
> > >
> > >
> > >
> > > > 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
> > >
> > >
> > >
> > >
> >
>

Here is the precise error:
{ SHR:OpenForm }
Could not load the schema specified by QBE. Schema name should be
currently available to process QBE type of queries.
>>>Active link could not be converted successfully. Original Active
Link is restored.
I have submitted this to Remedy support as well. Thanks,

Brad


On Thu, 4 Nov 2004 15:03:21 -0600, Brad Terhune wrote:
> I think that if I could convert the macros in the current active links
> to just active links with Open Windows commands, the Remedy HelpDesk
> Support form would work.
> However, I went over to my development box and found that on that
> conversion a great number of the conversions did not take place-
> something about QBE and schema problems? Anyone else have this
> problem? Thanks,
>
>
>
> Brad
>
> On Thu, 4 Nov 2004 13:22:25 -0600, Brad Terhune wrote:
> > Well,
> > Upon further examination, the active link doesn't open a new window.
> > Rather, it actually changes the view of the form.
> >
> > The form HPD:HelpDesk has two webSubmit views. One is specified as a
> > Windows platform view. The other (the one I use) is a Web Fixed
> > fields platform view.
> > The Active Link does not appear to allow me to choose my Web form
> > view, webSubmit. It does, however, list the Windows platform
> > webSubmit view as an option.
> >
> > Can you actually view a Windows platform view over the web? My web
> > view is the only one for the form that is actually specified as
> > anything besides "Windows". Thanks,
> >
> >
> >
> > Brad
> >
> > On Thu, 4 Nov 2004 13:09:51 -0600, Brad Terhune wrote:
> > > Thomas,
> > >
> > > I was not planning on upgrading the HelpDesk forms. I keep pretty
> > > efficient records now but when I first started administering the
> > > system I did not keep good track of my customizations. I just could
> > > not imagine losing everything I have customized up to this point
> > > within the Helpdesk app.
> > >
> > > Right now, I have set up a web page that directs folks to the
> > > HPD:HelpDesk form in webSubmit view which I have modified. It really
> > > doesn't look anything like HPD:HelpDesk aside from the actual field
> > > names. The form opens in Submit mode and then there is the option for
> > > New Search and depending on what's selected you get the option to
> > > Submit, Query, or Modify.
> > >
> > > However, just this morning I deployed the HelpDesk application in a
> > > formal manner through the MidTier. Now, when logging into that
> > > through webserver/arsys/apps/default/appname/start.jsp the Remedy
> > > HelpDesk Support form comes up as it is the primary form for that
> > > application in Default Administrator View. However, the buttons don't
> > > work- I think because they have macros embedded in the active links
> > > that power the workflow.
> > >
> > > I will go back in and take a look at the AL that you directed me to
> > > create. I am not sure what happened last time but it was certainly
> > > odd.
> > >
> > > It would be nice to use the forms that people have become accustomed
> > > to seeing over the last couple of years using the Windows clients.
> > > However, I think the macros would have to be converted to ALs. I seem
> > > to recall a converter for that? Thanks,
> > >
> > >
> > >
> > > Brad
> > >
> > > On Thu, 4 Nov 2004 11:22:37 -0600, Thomas Bean wrote:
> > > > Brad,
> > > > From your earlier messages in the thread (and one from another thread), you
> > > > stated you are running the following server/application versions:
> > > >
> > > > ARS 5.1.2
> > > > Mid-Tier 6.0.1
> > > > Help Desk 4.0.3
> > > >
> > > > This would explain why the support console (Remedy Support) would not appear
> > > > when your users log in via the Mid-Tier. I don't believe the web views for
> > > > this form were created on Help Desk 4.0. Any web views you do see for the
> > > > "Remedy Support" or HPD:HelpDesk forms were most likely created for the old
> > > > ARWeb application, not specifically for the Mid-Tier. What views do you see
> > > > listed in the Admin Tool for these forms?
> > > >
> > > > Will you also be upgrading the Help Desk app to version 5.6 when you upgrade
> > > > ARS to 6.0.1? If so, this should eliminate the need for the custom solution
> > > > you are attempting.
> > > >
> > > > What form/view do your users currently see after logging in via the
> > > > Mid-Tier? Does the HPD:HelpDesk form immediately open in Search mode?
> > > >
> > > > When you use the Open Window action, it should not open a new browser window
> > > > as long as you specify the value "Current" for the 'Target Location'
> > > > property. If you like, you could leave the 'Target Location' as "New" and
> > > > add a second action to your active link: "Close Window" (make sure this
> > > > action occurs last in the AL). This should close the original browser
> > > > window that opened the new one.
> > > >
> > > > As for the view that is showing up, that is defined by the 'Form View:'
> > > > property in the Open Window action. If you change this value to the name of
> > > > the view you normally use on the web for HPD:HelpDesk, it should appear the
> > > > way you expect.
> > > >
> > > > HTH,
> > > >
> > > >
> > > >
> > > > Thomas
> > > >
> > > > ----- Original Message -----
> > > > From: "Brad Terhune"
> > > > Newsgroups: cogniza.remedy.arsystem.general
> > > > To:
> > > > Sent: Thursday, November 04, 2004 10:30
> > > > Subject: Re: Remedy HelpDesk Web "Show My Open Cases"
> > > >
> > > > > 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
> > > > > >
> > > > >
> > > > >
> > > >
> > > >
> > > >
> > > >
> > > > > 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 don't mind the manual recreation of the ones that fail (using the
macro conversion utility)but I don't
really know how to manually change the macro to Open Window in a more
complex case. The first one I want to convert is
RR:SHR:OpenFormDetails2. Eric was kind enough to clue me into armaced
4.0 but it indicates things like "unknown form" at some points.
Does someone have that particular active
link who might show me how the fields would be filled out for the
"Open Windows" command?
I think if I saw it once I might have a good idea. I am also going to
go back and look at several that were successfully converted. Thanks,

Brad




On Thu, 04 Nov 2004 13:18:18 -0800, eric.roys wrote:
> Brad,
>
> Unfortunately the default conversion utility doesn't work well when
> converting macros that do such things as reference form names that are
> stored as variables. On those that fail, your best option is to manually
> re-create them. It's time consuming, but the effort is definitely
> worthwhile.
>
> Kind Regards,
> Eric Roys
> Sr. Software Engineer
> MCI
> Government Application Solutions
> email: eric.roys@mci.com
>
>
>
>
> -----Original Message-----
> From: Action Request System discussion list(ARSList)
> [mailto:ARSLIST@ARSLIST.ORG] On Behalf Of Brad Terhune
> Sent: Thursday, November 04, 2004 1:03 PM
> To: ARSLIST@ARSLIST.ORG
> Subject: Re: Remedy HelpDesk Web "Show My Open Cases"
>
> I think that if I could convert the macros in the current active links to
> just active links with Open Windows commands, the Remedy HelpDesk Support
> form would work. However, I went over to my development box and found that
> on that conversion a great number of the conversions did not take place-
> something about QBE and schema problems? Anyone else have this problem?
> Thanks,
>
> Brad
>
> On Thu, 4 Nov 2004 13:22:25 -0600, Brad Terhune
> wrote:
> > Well,
> > Upon further examination, the active link doesn't open a new window.
> > Rather, it actually changes the view of the form.
> >
> > The form HPD:HelpDesk has two webSubmit views. One is specified as a
> > Windows platform view. The other (the one I use) is a Web Fixed
> > fields platform view. The Active Link does not appear to allow me to
> > choose my Web form view, webSubmit. It does, however, list the
> > Windows platform webSubmit view as an option.
> >
> > Can you actually view a Windows platform view over the web? My web
> > view is the only one for the form that is actually specified as
> > anything besides "Windows". Thanks,
> >
> >
> >
> > Brad
> >
> > On Thu, 4 Nov 2004 13:09:51 -0600, Brad Terhune
> > wrote:
> > > Thomas,
> > >
> > > I was not planning on upgrading the HelpDesk forms. I keep pretty
> > > efficient records now but when I first started administering the
> > > system I did not keep good track of my customizations. I just could
> > > not imagine losing everything I have customized up to this point
> > > within the Helpdesk app.
> > >
> > > Right now, I have set up a web page that directs folks to the
> > > HPD:HelpDesk form in webSubmit view which I have modified. It
> > > really doesn't look anything like HPD:HelpDesk aside from the actual
> > > field names. The form opens in Submit mode and then there is the
> > > option for New Search and depending on what's selected you get the
> > > option to Submit, Query, or Modify.
> > >
> > > However, just this morning I deployed the HelpDesk application in a
> > > formal manner through the MidTier. Now, when logging into that
> > > through webserver/arsys/apps/default/appname/start.jsp the Remedy
> > > HelpDesk Support form comes up as it is the primary form for that
> > > application in Default Administrator View. However, the buttons
> > > don't
> > > work- I think because they have macros embedded in the active links
> > > that power the workflow.
> > >
> > > I will go back in and take a look at the AL that you directed me to
> > > create. I am not sure what happened last time but it was certainly
> > > odd.
> > >
> > > It would be nice to use the forms that people have become accustomed
> > > to seeing over the last couple of years using the Windows clients.
> > > However, I think the macros would have to be converted to ALs. I
> > > seem to recall a converter for that? Thanks,
> > >
> > >
> > >
> > > Brad
> > >
> > > On Thu, 4 Nov 2004 11:22:37 -0600, Thomas Bean
> > > wrote:
> > > > Brad,
> > > > From your earlier messages in the thread (and one from another
> > > > thread), you stated you are running the following
> > > > server/application versions:
> > > >
> > > > ARS 5.1.2
> > > > Mid-Tier 6.0.1
> > > > Help Desk 4.0.3
> > > >
> > > > This would explain why the support console (Remedy Support) would
> > > > not appear when your users log in via the Mid-Tier. I don't
> > > > believe the web views for this form were created on Help Desk 4.0.
> > > > Any web views you do see for the "Remedy Support" or HPD:HelpDesk
> > > > forms were most likely created for the old ARWeb application, not
> > > > specifically for the Mid-Tier. What views do you see listed in
> > > > the Admin Tool for these forms?
> > > >
> > > > Will you also be upgrading the Help Desk app to version 5.6 when
> > > > you upgrade ARS to 6.0.1? If so, this should eliminate the need
> > > > for the custom solution you are attempting.
> > > >
> > > > What form/view do your users currently see after logging in via
> > > > the Mid-Tier? Does the HPD:HelpDesk form immediately open in
> > > > Search mode?
> > > >
> > > > When you use the Open Window action, it should not open a new
> > > > browser window as long as you specify the value "Current" for the
> > > > 'Target Location' property. If you like, you could leave the
> > > > 'Target Location' as "New" and add a second action to your active
> > > > link: "Close Window" (make sure this action occurs last in the
> > > > AL). This should close the original browser window that opened
> > > > the new one.
> > > >
> > > > As for the view that is showing up, that is defined by the 'Form
> > > > View:' property in the Open Window action. If you change this
> > > > value to the name of the view you normally use on the web for
> > > > HPD:HelpDesk, it should appear the way you expect.
> > > >
> > > > HTH,
> > > >
> > > >
> > > >
> > > > Thomas
> > > >
> > > > ----- Original Message -----
> > > > From: "Brad Terhune"
> > > > Newsgroups: cogniza.remedy.arsystem.general
> > > > To:
> > > > Sent: Thursday, November 04, 2004 10:30
> > > > Subject: Re: Remedy HelpDesk Web "Show My Open Cases"
> > > >
> > > > > 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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> > > >
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