Here's an interesting idea. What if I install HelpDesk 5.6 onto a
test database- then go in and look at the workflow for the ALs
contained, passing it over to my old forms manually? Figure that
would work? Again, thanks to everyone who has contributed to my
project so far. You guys are the best. Later,

Brad


On Thu, 4 Nov 2004 16:16:45 -0600, Brad Terhune wrote:
> 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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