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

I believe you can just record a macro of the search.

I can't remember if you can record search variables within the advanced
search bar inside the macro though...I don't think you can, but someone
else might chime in on that. If not, you can place a hidden field on the
form and give that field the default value of $USER$, and search against
that and the Status fields in your macro....

If you set it up that way, all you need to do, is type $USER$ in that
hidden field, and $STATUS$ in the status field, then click the record
button and hit F5 to search. The macro will prompt you to enter values
for those fields, but that will only be for the purpose of recording the
macro. The user won't see that prompt, and the values won't be hardcoded
into the macro.

You may need an Active Link to populate the fields when the form is
opened, but as long as those fields are properly populated when the
macro is run by the user clicking on your button, then the search will
be based off those fields and should work just fine.

HTH.

Matt Taylor
Applications Specialist
Birch Telecom
(816) 300-1860 Desk
(816) 215-1715 Mobile

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@ARSLIST.ORG] On Behalf Of Brad Terhune
Sent: Wednesday, November 03, 2004 8:57 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

Brad,

Do you want them to have the option of which occurs, or are you choosing for
them?

We are using 4.5.2 and do not have HD, so these instructions may need "fine
tuning" however, generally:

1) Button method: Enter your Advanced Search into the Table Qualification in
the Admin tool. Create the button on the form. Create an AL. Execute on will
be your button. If Action will be "Change Fields". Select your Table as the
field, then check 'Refresh Table Field'. All done

2) Automatic method: Enter your Advanced Search into the Table Qualification
in the Admin tool. Create an AL with an Execute On of "window open" or
"display". If Action will be "Change Fields". Select your Table as the
field, then check 'Refresh Table Field'.

I think the Table Field can be set to refresh on new entry, so #2 may be
redundant

Hope this helps and welcome to "the club"!!

Shawn Stonequist
EMNS, Inc.

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Brad Terhune
Sent: Wednesday, November 03, 2004 8:57 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

This will not work on the web.

Kind Regards,
Axton Grams
New York Life
Remedy Solutions
Provider

Mobile: 404.861.7273
Work: 770.406.4415
Email: AxtonWGrams@NewYorkLife.com






|---------+---------------------------->
| | "Taylor, Matthew |
| | S." |
| | | | M> |
| | Sent by: "Action |
| | Request System |
| | discussion |
| | list(ARSList)" |
| | | | ORG> |
| | |
| | |
| | 11/03/2004 10:24 |
| | AM |
| | Please respond to|
| | arslist |
| | |
|---------+---------------------------->
>------------------------------------------------------------------------------------------------------------------------------|
| |
| To: ARSLIST@ARSLIST.ORG |
| cc: |
| Subject: Re: Remedy HelpDesk Web "Show My Open Cases" |
>------------------------------------------------------------------------------------------------------------------------------|




I believe you can just record a macro of the search.

I can't remember if you can record search variables within the advanced
search bar inside the macro though...I don't think you can, but someone
else might chime in on that. If not, you can place a hidden field on the
form and give that field the default value of $USER$, and search against
that and the Status fields in your macro....

If you set it up that way, all you need to do, is type $USER$ in that
hidden field, and $STATUS$ in the status field, then click the record
button and hit F5 to search. The macro will prompt you to enter values
for those fields, but that will only be for the purpose of recording the
macro. The user won't see that prompt, and the values won't be hardcoded
into the macro.

You may need an Active Link to populate the fields when the form is
opened, but as long as those fields are properly populated when the
macro is run by the user clicking on your button, then the search will
be based off those fields and should work just fine.

HTH.

Matt Taylor
Applications Specialist
Birch Telecom
(816) 300-1860 Desk
(816) 215-1715 Mobile

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@ARSLIST.ORG] On Behalf Of Brad Terhune
Sent: Wednesday, November 03, 2004 8:57 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



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mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT SERVICES at
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Matthew,

Variables can be used in the Advanced Search, just need to ensure they are
surrounded in double quotes for Character fields, e.g. 'Character Fld' =
"$Variable$".

If an Active Link is used to run a Macro with Variables, I know that it will
request Fields in the form to populate the Variables with, but I've never
done one leaving a Variable "unlinked" to a field, so I don't know the
consequences. I had set ours to open a Dialogue of a hidden view to act as
the Prompt for Variable inputs- display only fields so nothing is saved to
the Database and "mess up" future searches.

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Taylor, Matthew S.
Sent: Wednesday, November 03, 2004 9:24 AM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Remedy HelpDesk Web "Show My Open Cases"


I believe you can just record a macro of the search.

I can't remember if you can record search variables within the advanced
search bar inside the macro though...I don't think you can, but someone
else might chime in on that. If not, you can place a hidden field on the
form and give that field the default value of $USER$, and search against
that and the Status fields in your macro....

If you set it up that way, all you need to do, is type $USER$ in that
hidden field, and $STATUS$ in the status field, then click the record
button and hit F5 to search. The macro will prompt you to enter values
for those fields, but that will only be for the purpose of recording the
macro. The user won't see that prompt, and the values won't be hardcoded
into the macro.

You may need an Active Link to populate the fields when the form is
opened, but as long as those fields are properly populated when the
macro is run by the user clicking on your button, then the search will
be based off those fields and should work just fine.

HTH.

Matt Taylor
Applications Specialist
Birch Telecom
(816) 300-1860 Desk
(816) 215-1715 Mobile

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@ARSLIST.ORG] On Behalf Of Brad Terhune
Sent: Wednesday, November 03, 2004 8:57 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

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

Careful, though, EXTERNAL() doesn't work on Mid-Tier until version 6.

Thanks,
Ron Legters
Tools Administrator
Production Systems Services
Univar USA




-----Original Message-----
From: Hamill, Thomas P [mailto:HamillTP@STATE.GOV]
Sent: Wednesday, November 03, 2004 8:34 AM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Remedy HelpDesk Web "Show My Open Cases"

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
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SERVICES at www.QMXS.com

FYI...We are on 5.1.2 patch 1303 and EXTERNAL() works just fine through
Mid-Tier.



James Scott
IST
Mary Kay Inc.
972-687-5204


-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@ARSLIST.ORG] On Behalf Of Ron Legters
Sent: Wednesday, November 03, 2004 10:47 AM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Remedy HelpDesk Web "Show My Open Cases"


Careful, though, EXTERNAL() doesn't work on Mid-Tier until version 6.

Thanks,
Ron Legters
Tools Administrator
Production Systems Services
Univar USA




-----Original Message-----
From: Hamill, Thomas P [mailto:HamillTP@STATE.GOV]
Sent: Wednesday, November 03, 2004 8:34 AM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Remedy HelpDesk Web "Show My Open Cases"

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



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I'm on 5.01.02 patch 1303 and EXTERNAL ()works fine in Mid-Tier.

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Ron Legters
Sent: Wednesday, November 03, 2004 11:47 AM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Remedy HelpDesk Web "Show My Open Cases"


Careful, though, EXTERNAL() doesn't work on Mid-Tier until version 6.

Thanks,
Ron Legters
Tools Administrator
Production Systems Services
Univar USA




-----Original Message-----
From: Hamill, Thomas P [mailto:HamillTP@STATE.GOV]
Sent: Wednesday, November 03, 2004 8:34 AM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Remedy HelpDesk Web "Show My Open Cases"

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



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SERVICES at www.QMXS.com

I stand corrected. I haven't patched my Mid-Tier in production, and I'm
moving to 6.0.1 in a couple of weeks, so I'm not planning to.


Thanks,
Ron
Tools Admin


-----Original Message-----
From: Scott, James [mailto:James.Scott@MKCORP.COM]
Sent: Wednesday, November 03, 2004 8:53 AM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Remedy HelpDesk Web "Show My Open Cases"

FYI...We are on 5.1.2 patch 1303 and EXTERNAL() works just fine through
Mid-Tier.



James Scott
IST
Mary Kay Inc.
972-687-5204


-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@ARSLIST.ORG] On Behalf Of Ron Legters
Sent: Wednesday, November 03, 2004 10:47 AM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Remedy HelpDesk Web "Show My Open Cases"


Careful, though, EXTERNAL() doesn't work on Mid-Tier until version 6.

Thanks,
Ron Legters
Tools Administrator
Production Systems Services
Univar USA




-----Original Message-----
From: Hamill, Thomas P [mailto:HamillTP@STATE.GOV]
Sent: Wednesday, November 03, 2004 8:34 AM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Remedy HelpDesk Web "Show My Open Cases"

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



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

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

Brad



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

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

Good luck!
Barb Siebert
QMX Support Services


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



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

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

Brad



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

Brad,
Try setting the value as:

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

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

HTH,

Thomas Bean

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


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


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


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


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

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

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

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

Brad


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

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

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

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

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

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

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

--Thomas

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


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

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

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

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

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


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


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

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

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

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

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

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

Brad


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

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

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

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

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

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

Brad

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

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

Scott

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


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

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

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

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

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

Brad


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

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

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

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

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

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

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

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



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

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


Scott

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


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

Scott

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


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

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

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

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

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

Brad


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

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

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

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

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


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

Scott

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


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

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

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

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

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

Brad


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

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

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

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

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

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

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



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SERVICES at www.QMXS.com

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

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

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


On Thu, 4 Nov 2004 09:12:24 -0600, Brad Terhune wrote:
> I wanted to bring over the Remedy Support form but could not get it to
> come over properly. I also did not know how to link the Support Form
> to my HPD:HelpDesk web view. I finally decided that perhaps I need
> only one web page since my needs are simple. It doesn't matter to me
> if they can get to bulletin boards and reports and so forth off the
> web.
> I am totally new at this web stuff guys. Only been working with it
> about 2 weeks. I haven't actually deployed any applications through
> the MidTier. I've just been creating the web forms and creating links
> to them
>
> I went in an messed with the value in the active link, but still
> cannot seem to get anything to come into the table. "O results"
>
> I don't know if my value in the active link is wrong or I've done
> something wrong with the External command.
>
> Active link value for character field:
> """$\USER$"" = 'Assignee Login Name' AND 'Status' <= ""Pending"""
>
> Qualification for Table:
> EXTERNAL( $chrTableExQual$)
>
>
>
>
> On Thu, 4 Nov 2004 09:35:21 -0500, Allison, Dawn
> wrote:
> > Brad,
> >
> > Did you bring over the remedy support form? This form automatically
> > shows all your open cases and that of your group. Are you re-deploying
> > the applications after you make changes?
> >
> >
> >
> > -----Original Message-----
> > From: Action Request System discussion list(ARSList)
> > [mailto:ARSLIST@ARSLIST.ORG] On Behalf Of Brad Terhune
> > Sent: Thursday, November 04, 2004 8:59 AM
> > To: ARSLIST@ARSLIST.ORG
> > Subject: Re: Remedy HelpDesk Web "Show My Open Cases"
> >
> > Well,
> > I was just recently able to move my HPD:Helpdesk form onto the web.
> > There is a table that comes up on the web form when you start a New
> > Search and run a Query. The table does not appear on the form until
> > you search.
> >
> > That was the table that I was hoping would populate the information.
> > I guess what I need is a command that will click the button New
> > Search, then run that search string and bring back the cases so that
> > the user might browse through them.
> >
> > However, I created a new table for the External command since the one
> > on the web view doesn't have a qualification option under "Table
> > Property"?
> >
> > Whoa . . . looking into administrator I do see an active link that
> > was created previously that is enable which does call for an Open
> > Window. Deleting it. . . .
> >
> > Well now I am not getting that error message. However, when clicking
> > New Search then Show My Cases- nothing happens. The table I created
> > does not even appear on the web view. Going to go back and look at it
> > some more. Thanks for the help so far. It has really been
> > invaluable.
> >
> > Brad
> >
> > On Wed, 3 Nov 2004 16:55:55 -0600, Thomas Bean wrote:
> > > Brad,
> > > What actions do you have defined in the active link that executes on
> > the
> > > button click? This is just a wild guess, but that error message
> > almost
> > > sounds like you have an Open Window action defined that is attempting
> > to
> > > open a form that has not yet been deployed to the Mid-Tier.
> > > If you are setting a character field to use with the EXTERNAL function
> > to
> > > qualify the results for a table field, your active link should only
> > need
> > > these two actions (note: you would need to have already added a new
> > table
> > > field to the HPD:HelpDesk form to display the results):
> > >
> > > 1. Set character field as indicated earlier.
> > > 2. Change field on the table field -- refresh table field.
> > >
> > > If you simply want to run a search on the HPD:HelpDesk form and
> > display the
> > > results in the current or a new window (not in a table field on the
> > existing
> > > form), then you can probably disregard the character field and the
> > EXTERNAL
> > > qualification. Try creating an Open Window action in your active link
> > with
> > > these properties:
> > >
> > > Window Type: Display (for read-only access) or Modify
> > > Target Location: Current or New (opens new browser window)
> > > Server Name: (your AR Server name)
> > > Form Name: HPD:HelpDesk
> > > Form View: Support
> > > Qualification Tab:
> > > 'Assigned to Individual' = $USER$ AND 'Status' <= "Pending"
> > > If No Requests Match: Show Default Message
> > >
> > > I'm not clear from your e-mail which form you added the table field
> > and
> > > button to -- it sounds like you put them on the HPD:HelpDesk form
> > (since you
> > > have to click the "New Search" button before clicking your newly-added
> > > button for anything to occur).
> > >
> > > If this is the case, it might make more sense to put this
> > button/active link
> > > on the "Remedy Support" form instead of the HPD:HelpDesk form. I'm
> > curious
> > > why you would need this, however, since the "Assigned Requests" table
> > on the
> > > "Remedy Support" form already displays all open tickets assigned to a
> > > support user or to any groups he/she belongs to. Am I understanding
> > > correctly what you are intending to accomplish?
> > >
> > > --Thomas
> > >
> > >
> > >
> > > ----- Original Message -----
> > > From: "Brad Terhune"
> > > To:
> > > Sent: Wednesday, November 03, 2004 15:47
> > > Subject: Re: Remedy HelpDesk Web "Show My Open Cases"
> > >
> > > > Thank you to everyone that has helped me thus far. You have been
> > great.
> > > >
> > > > I modified the value for the character field as directed in the "Set
> > > > Fields" action and was able to add the action without an error.
> > > >
> > > > When I bring up the form on the web and click on the button to fire
> > > > the Active Link nothing happens. I have to click the "New Search"
> > > > form action field and then click on my created button for anything
> > to
> > > > occur. When I do this I get an error. It says:
> > > > "ARERR 9268 Problem Opening Form in Direct Access"
> > > > Perhaps it might have helped you guys if I had disclosed that I am
> > > > running ARS 5.1.2 and 6.01 MidTier? Thanks,
> > > >
> > > > Brad
> > > >
> > > >
> > > > On Wed, 3 Nov 2004 15:14:34 -0600, Thomas Bean
> > wrote:
> > > > > Brad,
> > > > > Try setting the value as:
> > > > >
> > > > > "('Assigned to Individual' = $\USER$ AND 'Status' <= ""Pending"")"
> > > > >
> > > > > The $USER$ keyword does not require the double-quotes, and it has
> > to be
> > > > > formatted as $\USER$ in the set fields action.
> > > > >
> > > > > HTH,
> > > > >
> > > > > Thomas Bean
> > > > >
> > > > >
> > > > >
> > > > > ----- Original Message -----
> > > > > From: "Brad Terhune"
> > > > > To:
> > > > > Sent: Wednesday, November 03, 2004 14:55
> > > > > Subject: Re: Remedy HelpDesk Web "Show My Open Cases"
> > > > >
> > > > > > Thomas,
> > > > > > I am trying to do this using the External command as you wrote.
> > Just
> > > > > > for simplicity sake I added a character field with the exact
> > name that
> > > > > > you indicated "TableEXQual". I set it to hidden. I then
> > created a
> > > > > > table and in the Qualification I put EXTERNAL($TableExQual$).
> > > > > > I then saved the form and went in to create the active link. I
> > set it
> > > > > > to fire on the activation of a button I created.
> > > > > > The first action is to "Set Fields" and it is using CURRENT
> > SCREEN. I
> > > > > > grabbed the TableEXQual and then set the value as: """$USER$"" =
> > > > > > 'Assigned to Individual' AND 'Status' <= ""Pending"""
> > > > > >
> > > > > > However, when adding the action I get the error
> > indicating:Unexpected
> > > > > > character ARERR 2291:TableExQual Assignlineerror at position 67"
> > I
> > > > > > guess I have messed up the syntax somehow. Any ideas? Thanks,
> > > > > >
> > > > > > Brad
> > > > > >
> > > > > >
> > > > > >
> > > > > > On Wed, 3 Nov 2004 11:33:50 -0500, Hamill, Thomas P
> > >
> > > > > wrote:
> > > > > > > Brad,
> > > > > > > Use the EXTERNAL function in the table Qualification.
> > > > > > > 1. Create a char. field i.e. TableExQual
> > > > > > > 2. In the Table Property tab for the table enter
> > > > > EXTERNAL($TableExQual$)
> > > > > > > 3. To have the table and cases come up automatically
> > Create
> > > an
> > > > > active link that will Execute On Window Loaded, and the 1 Actions
> > will
> > > be to
> > > > > set TableEXQual """$USER$"" = 'Assigned to Individual' AND
> > 'Status' <=
> > > > > ""Pending""" 2 Action will be to Change Field to Refresh Table
> > Field.
> > > > > > > 4. For the button you can do the same same active link
> > just
> > > > > change the Execute On the a button.
> > > > > > >
> > > > > > > Have fun
> > > > > > >
> > > > > > > Tom Hamill
> > > > > > > NGIT
> > > > > > >
> > > > > > >
> > > > > > >
> > > > > > >
> > > > > > > -----Original Message-----
> > > > > > > From: Action Request System discussion list(ARSList)
> > > > > > > [mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Brad Terhune
> > > > > > > Sent: Wednesday, November 03, 2004 9:57 AM
> > > > > > > To: ARSLIST@ARSLIST.ORG
> > > > > > > Subject: Remedy HelpDesk Web "Show My Open Cases"
> > > > > > >
> > > > > > > Hello everyone. I am pleased to be a part of this list
> > service. My
> > > > > > > name is Brad Terhune and I work at the University of Tennessee
> > as a
> > > > > > > Remedy administrator and HelpDesk manager.
> > > > > > >
> > > > > > > I have recently moved our HPD:HelpDesk form to the web and am
> > > pleased
> > > > > > > with the results. However, when technicians log in, I want
> > them to
> > > > > > > either:
> > > > > > >
> > > > > > > 1.) Have a button that will show their open cases in the Query
> > table
> > > > > > > field at the bottom of the screen or
> > > > > > >
> > > > > > > 2.) Have the table and the cases show up automatically.
> > > > > > >
> > > > > > > Really, what I want is to write and active link or something
> > else
> > > that
> > > > > > > will input an advanced search string into the Search area and
> > then
> > > run
> > > > > > > it. Ex. Run a Search where: $USER$ = $Assigned to
> > Individual$ AND
> > > > > > > "Status" <= "Pending"
> > > > > > >
> > > > > > > I would have thought this would be rather simple to do but it
> > I
> > > can't
> > > > > > > figure it out. Any thoughts?
> > > > > > >
> > > > > > > Brad
> > > > > > >
> > > > > > >
> > > > >
> > >
> >
> >
> > > > >
> > > > > > > UNSUBSCRIBE or access ARSList Archives at
> > http://www.ARSLIST.org
> > > > > (Support: mailto:support@arslist.org ) ARSList is hosted by QMX
> > SUPPORT
> > > > > SERVICES at www.QMXS.com
> > > > > > >
> > > > > > >
> > > > >
> > >
> >
> >
> > > > >
> > > > > > > UNSUBSCRIBE or access ARSList Archives at
> > http://www.ARSLIST.org
> > > > > (Support: mailto:support@arslist.org ) ARSList is hosted by QMX
> > SUPPORT
> > > > > SERVICES at www.QMXS.com
> > > > > > >
> > > > > >
> > > > > >
> > > > >
> > >
> >
> >
> > > > >
> > > > >
> > > > >
> > > > > > UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org
> > > (Support:
> > > > > mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT
> > SERVICES
> > > at
> > > > > www.QMXS.com
> > > > >
> > > > >
> > >
> >
> >
> > >
> > > > > UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org
> > > (Support: mailto:support@arslist.org ) ARSList is hosted by QMX
> > SUPPORT
> > > SERVICES at www.QMXS.com
> > > > >
> > > >
> > > >
> > >
> >
> >
> > >
> > >
> > >
> > > > UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org
> > (Support:
> > > mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT SERVICES
> > at
> > > www.QMXS.com
> > >
> > >
> >
> >
> > > UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org
> > (Support: mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT
> > SERVICES at www.QMXS.com
> > >
> >
> >
> >
> > UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org
> > (Support: mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT
> > SERVICES at www.QMXS.com
> >
> >
> >
> >
>

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

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

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

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

Qualification for Table:
EXTERNAL( $chrTableExQual$)




On Thu, 4 Nov 2004 09:35:21 -0500, Allison, Dawn
wrote:
> Brad,
>
> Did you bring over the remedy support form? This form automatically
> shows all your open cases and that of your group. Are you re-deploying
> the applications after you make changes?
>
>
>
> -----Original Message-----
> From: Action Request System discussion list(ARSList)
> [mailto:ARSLIST@ARSLIST.ORG] On Behalf Of Brad Terhune
> Sent: Thursday, November 04, 2004 8:59 AM
> To: ARSLIST@ARSLIST.ORG
> Subject: Re: Remedy HelpDesk Web "Show My Open Cases"
>
> Well,
> I was just recently able to move my HPD:Helpdesk form onto the web.
> There is a table that comes up on the web form when you start a New
> Search and run a Query. The table does not appear on the form until
> you search.
>
> That was the table that I was hoping would populate the information.
> I guess what I need is a command that will click the button New
> Search, then run that search string and bring back the cases so that
> the user might browse through them.
>
> However, I created a new table for the External command since the one
> on the web view doesn't have a qualification option under "Table
> Property"?
>
> Whoa . . . looking into administrator I do see an active link that
> was created previously that is enable which does call for an Open
> Window. Deleting it. . . .
>
> Well now I am not getting that error message. However, when clicking
> New Search then Show My Cases- nothing happens. The table I created
> does not even appear on the web view. Going to go back and look at it
> some more. Thanks for the help so far. It has really been
> invaluable.
>
> Brad
>
> On Wed, 3 Nov 2004 16:55:55 -0600, Thomas Bean wrote:
> > Brad,
> > What actions do you have defined in the active link that executes on
> the
> > button click? This is just a wild guess, but that error message
> almost
> > sounds like you have an Open Window action defined that is attempting
> to
> > open a form that has not yet been deployed to the Mid-Tier.
> > If you are setting a character field to use with the EXTERNAL function
> to
> > qualify the results for a table field, your active link should only
> need
> > these two actions (note: you would need to have already added a new
> table
> > field to the HPD:HelpDesk form to display the results):
> >
> > 1. Set character field as indicated earlier.
> > 2. Change field on the table field -- refresh table field.
> >
> > If you simply want to run a search on the HPD:HelpDesk form and
> display the
> > results in the current or a new window (not in a table field on the
> existing
> > form), then you can probably disregard the character field and the
> EXTERNAL
> > qualification. Try creating an Open Window action in your active link
> with
> > these properties:
> >
> > Window Type: Display (for read-only access) or Modify
> > Target Location: Current or New (opens new browser window)
> > Server Name: (your AR Server name)
> > Form Name: HPD:HelpDesk
> > Form View: Support
> > Qualification Tab:
> > 'Assigned to Individual' = $USER$ AND 'Status' <= "Pending"
> > If No Requests Match: Show Default Message
> >
> > I'm not clear from your e-mail which form you added the table field
> and
> > button to -- it sounds like you put them on the HPD:HelpDesk form
> (since you
> > have to click the "New Search" button before clicking your newly-added
> > button for anything to occur).
> >
> > If this is the case, it might make more sense to put this
> button/active link
> > on the "Remedy Support" form instead of the HPD:HelpDesk form. I'm
> curious
> > why you would need this, however, since the "Assigned Requests" table
> on the
> > "Remedy Support" form already displays all open tickets assigned to a
> > support user or to any groups he/she belongs to. Am I understanding
> > correctly what you are intending to accomplish?
> >
> > --Thomas
> >
> >
> >
> > ----- Original Message -----
> > From: "Brad Terhune"
> > To:
> > Sent: Wednesday, November 03, 2004 15:47
> > Subject: Re: Remedy HelpDesk Web "Show My Open Cases"
> >
> > > Thank you to everyone that has helped me thus far. You have been
> great.
> > >
> > > I modified the value for the character field as directed in the "Set
> > > Fields" action and was able to add the action without an error.
> > >
> > > When I bring up the form on the web and click on the button to fire
> > > the Active Link nothing happens. I have to click the "New Search"
> > > form action field and then click on my created button for anything
> to
> > > occur. When I do this I get an error. It says:
> > > "ARERR 9268 Problem Opening Form in Direct Access"
> > > Perhaps it might have helped you guys if I had disclosed that I am
> > > running ARS 5.1.2 and 6.01 MidTier? Thanks,
> > >
> > > Brad
> > >
> > >
> > > On Wed, 3 Nov 2004 15:14:34 -0600, Thomas Bean
> wrote:
> > > > Brad,
> > > > Try setting the value as:
> > > >
> > > > "('Assigned to Individual' = $\USER$ AND 'Status' <= ""Pending"")"
> > > >
> > > > The $USER$ keyword does not require the double-quotes, and it has
> to be
> > > > formatted as $\USER$ in the set fields action.
> > > >
> > > > HTH,
> > > >
> > > > Thomas Bean
> > > >
> > > >
> > > >
> > > > ----- Original Message -----
> > > > From: "Brad Terhune"
> > > > To:
> > > > Sent: Wednesday, November 03, 2004 14:55
> > > > Subject: Re: Remedy HelpDesk Web "Show My Open Cases"
> > > >
> > > > > Thomas,
> > > > > I am trying to do this using the External command as you wrote.
> Just
> > > > > for simplicity sake I added a character field with the exact
> name that
> > > > > you indicated "TableEXQual". I set it to hidden. I then
> created a
> > > > > table and in the Qualification I put EXTERNAL($TableExQual$).
> > > > > I then saved the form and went in to create the active link. I
> set it
> > > > > to fire on the activation of a button I created.
> > > > > The first action is to "Set Fields" and it is using CURRENT
> SCREEN. I
> > > > > grabbed the TableEXQual and then set the value as: """$USER$"" =
> > > > > 'Assigned to Individual' AND 'Status' <= ""Pending"""
> > > > >
> > > > > However, when adding the action I get the error
> indicating:Unexpected
> > > > > character ARERR 2291:TableExQual Assignlineerror at position 67"
> I
> > > > > guess I have messed up the syntax somehow. Any ideas? Thanks,
> > > > >
> > > > > Brad
> > > > >
> > > > >
> > > > >
> > > > > On Wed, 3 Nov 2004 11:33:50 -0500, Hamill, Thomas P
> >
> > > > wrote:
> > > > > > Brad,
> > > > > > Use the EXTERNAL function in the table Qualification.
> > > > > > 1. Create a char. field i.e. TableExQual
> > > > > > 2. In the Table Property tab for the table enter
> > > > EXTERNAL($TableExQual$)
> > > > > > 3. To have the table and cases come up automatically
> Create
> > an
> > > > active link that will Execute On Window Loaded, and the 1 Actions
> will
> > be to
> > > > set TableEXQual """$USER$"" = 'Assigned to Individual' AND
> 'Status' <=
> > > > ""Pending""" 2 Action will be to Change Field to Refresh Table
> Field.
> > > > > > 4. For the button you can do the same same active link
> just
> > > > change the Execute On the a button.
> > > > > >
> > > > > > Have fun
> > > > > >
> > > > > > Tom Hamill
> > > > > > NGIT
> > > > > >
> > > > > >
> > > > > >
> > > > > >
> > > > > > -----Original Message-----
> > > > > > From: Action Request System discussion list(ARSList)
> > > > > > [mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Brad Terhune
> > > > > > Sent: Wednesday, November 03, 2004 9:57 AM
> > > > > > To: ARSLIST@ARSLIST.ORG
> > > > > > Subject: Remedy HelpDesk Web "Show My Open Cases"
> > > > > >
> > > > > > Hello everyone. I am pleased to be a part of this list
> service. My
> > > > > > name is Brad Terhune and I work at the University of Tennessee
> as a
> > > > > > Remedy administrator and HelpDesk manager.
> > > > > >
> > > > > > I have recently moved our HPD:HelpDesk form to the web and am
> > pleased
> > > > > > with the results. However, when technicians log in, I want
> them to
> > > > > > either:
> > > > > >
> > > > > > 1.) Have a button that will show their open cases in the Query
> table
> > > > > > field at the bottom of the screen or
> > > > > >
> > > > > > 2.) Have the table and the cases show up automatically.
> > > > > >
> > > > > > Really, what I want is to write and active link or something
> else
> > that
> > > > > > will input an advanced search string into the Search area and
> then
> > run
> > > > > > it. Ex. Run a Search where: $USER$ = $Assigned to
> Individual$ AND
> > > > > > "Status" <= "Pending"
> > > > > >
> > > > > > I would have thought this would be rather simple to do but it
> I
> > can't
> > > > > > figure it out. Any thoughts?
> > > > > >
> > > > > > Brad
> > > > > >
> > > > > >
> > > >
> >
>
>
> > > >
> > > > > > UNSUBSCRIBE or access ARSList Archives at
> http://www.ARSLIST.org
> > > > (Support: mailto:support@arslist.org ) ARSList is hosted by QMX
> SUPPORT
> > > > SERVICES at www.QMXS.com
> > > > > >
> > > > > >
> > > >
> >
>
>
> > > >
> > > > > > UNSUBSCRIBE or access ARSList Archives at
> http://www.ARSLIST.org
> > > > (Support: mailto:support@arslist.org ) ARSList is hosted by QMX
> SUPPORT
> > > > SERVICES at www.QMXS.com
> > > > > >
> > > > >
> > > > >
> > > >
> >
>
>
> > > >
> > > >
> > > >
> > > > > UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org
> > (Support:
> > > > mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT
> SERVICES
> > at
> > > > www.QMXS.com
> > > >
> > > >
> >
>
>
> >
> > > > UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org
> > (Support: mailto:support@arslist.org ) ARSList is hosted by QMX
> SUPPORT
> > SERVICES at www.QMXS.com
> > > >
> > >
> > >
> >
>
>
> >
> >
> >
> > > UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org
> (Support:
> > mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT SERVICES
> at
> > www.QMXS.com
> >
> >
>
>
> > UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org
> (Support: mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT
> SERVICES at www.QMXS.com
> >
>
>
>
> UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org
> (Support: mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT
> SERVICES at www.QMXS.com
>
>
>
>

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

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

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

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

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


On Thu, 4 Nov 2004 09:12:24 -0600, Brad Terhune
wrote:
> I wanted to bring over the Remedy Support form but could not get it to
> come over properly. I also did not know how to link the Support Form
> to my HPD:HelpDesk web view. I finally decided that perhaps I need
> only one web page since my needs are simple. It doesn't matter to me
> if they can get to bulletin boards and reports and so forth off the
> web.
> I am totally new at this web stuff guys. Only been working with it
> about 2 weeks. I haven't actually deployed any applications through
> the MidTier. I've just been creating the web forms and creating links
> to them
>
> I went in an messed with the value in the active link, but still
> cannot seem to get anything to come into the table. "O results"
>
> I don't know if my value in the active link is wrong or I've done
> something wrong with the External command.
>
> Active link value for character field:
> """$\USER$"" = 'Assignee Login Name' AND 'Status' <= ""Pending"""
>
> Qualification for Table:
> EXTERNAL( $chrTableExQual$)
>
>
>
>
> On Thu, 4 Nov 2004 09:35:21 -0500, Allison, Dawn
> wrote:
> > Brad,
> >
> > Did you bring over the remedy support form? This form automatically
> > shows all your open cases and that of your group. Are you
re-deploying
> > the applications after you make changes?
> >
> >
> >
> > -----Original Message-----
> > From: Action Request System discussion list(ARSList)
> > [mailto:ARSLIST@ARSLIST.ORG] On Behalf Of Brad Terhune
> > Sent: Thursday, November 04, 2004 8:59 AM
> > To: ARSLIST@ARSLIST.ORG
> > Subject: Re: Remedy HelpDesk Web "Show My Open Cases"
> >
> > Well,
> > I was just recently able to move my HPD:Helpdesk form onto the web.
> > There is a table that comes up on the web form when you start a New
> > Search and run a Query. The table does not appear on the form until
> > you search.
> >
> > That was the table that I was hoping would populate the information.
> > I guess what I need is a command that will click the button New
> > Search, then run that search string and bring back the cases so that
> > the user might browse through them.
> >
> > However, I created a new table for the External command since the
one
> > on the web view doesn't have a qualification option under "Table
> > Property"?
> >
> > Whoa . . . looking into administrator I do see an active link that
> > was created previously that is enable which does call for an Open
> > Window. Deleting it. . . .
> >
> > Well now I am not getting that error message. However, when
clicking
> > New Search then Show My Cases- nothing happens. The table I created
> > does not even appear on the web view. Going to go back and look at
it
> > some more. Thanks for the help so far. It has really been
> > invaluable.
> >
> > Brad
> >
> > On Wed, 3 Nov 2004 16:55:55 -0600, Thomas Bean
wrote:
> > > Brad,
> > > What actions do you have defined in the active link that executes
on
> > the
> > > button click? This is just a wild guess, but that error message
> > almost
> > > sounds like you have an Open Window action defined that is
attempting
> > to
> > > open a form that has not yet been deployed to the Mid-Tier.
> > > If you are setting a character field to use with the EXTERNAL
function
> > to
> > > qualify the results for a table field, your active link should
only
> > need
> > > these two actions (note: you would need to have already added a
new
> > table
> > > field to the HPD:HelpDesk form to display the results):
> > >
> > > 1. Set character field as indicated earlier.
> > > 2. Change field on the table field -- refresh table field.
> > >
> > > If you simply want to run a search on the HPD:HelpDesk form and
> > display the
> > > results in the current or a new window (not in a table field on
the
> > existing
> > > form), then you can probably disregard the character field and the
> > EXTERNAL
> > > qualification. Try creating an Open Window action in your active
link
> > with
> > > these properties:
> > >
> > > Window Type: Display (for read-only access) or Modify
> > > Target Location: Current or New (opens new browser window)
> > > Server Name: (your AR Server name)
> > > Form Name: HPD:HelpDesk
> > > Form View: Support
> > > Qualification Tab:
> > > 'Assigned to Individual' = $USER$ AND 'Status' <= "Pending"
> > > If No Requests Match: Show Default Message
> > >
> > > I'm not clear from your e-mail which form you added the table
field
> > and
> > > button to -- it sounds like you put them on the HPD:HelpDesk form
> > (since you
> > > have to click the "New Search" button before clicking your
newly-added
> > > button for anything to occur).
> > >
> > > If this is the case, it might make more sense to put this
> > button/active link
> > > on the "Remedy Support" form instead of the HPD:HelpDesk form.
I'm
> > curious
> > > why you would need this, however, since the "Assigned Requests"
table
> > on the
> > > "Remedy Support" form already displays all open tickets assigned
to a
> > > support user or to any groups he/she belongs to. Am I
understanding
> > > correctly what you are intending to accomplish?
> > >
> > > --Thomas
> > >
> > >
> > >
> > > ----- Original Message -----
> > > From: "Brad Terhune"
> > > To:
> > > Sent: Wednesday, November 03, 2004 15:47
> > > Subject: Re: Remedy HelpDesk Web "Show My Open Cases"
> > >
> > > > Thank you to everyone that has helped me thus far. You have
been
> > great.
> > > >
> > > > I modified the value for the character field as directed in the
"Set
> > > > Fields" action and was able to add the action without an error.
> > > >
> > > > When I bring up the form on the web and click on the button to
fire
> > > > the Active Link nothing happens. I have to click the "New
Search"
> > > > form action field and then click on my created button for
anything
> > to
> > > > occur. When I do this I get an error. It says:
> > > > "ARERR 9268 Problem Opening Form in Direct Access"
> > > > Perhaps it might have helped you guys if I had disclosed that I
am
> > > > running ARS 5.1.2 and 6.01 MidTier? Thanks,
> > > >
> > > > Brad
> > > >
> > > >
> > > > On Wed, 3 Nov 2004 15:14:34 -0600, Thomas Bean
> > wrote:
> > > > > Brad,
> > > > > Try setting the value as:
> > > > >
> > > > > "('Assigned to Individual' = $\USER$ AND 'Status' <=
""Pending"")"
> > > > >
> > > > > The $USER$ keyword does not require the double-quotes, and it
has
> > to be
> > > > > formatted as $\USER$ in the set fields action.
> > > > >
> > > > > HTH,
> > > > >
> > > > > Thomas Bean
> > > > >
> > > > >
> > > > >
> > > > > ----- Original Message -----
> > > > > From: "Brad Terhune"
> > > > > To:
> > > > > Sent: Wednesday, November 03, 2004 14:55
> > > > > Subject: Re: Remedy HelpDesk Web "Show My Open Cases"
> > > > >
> > > > > > Thomas,
> > > > > > I am trying to do this using the External command as you
wrote.
> > Just
> > > > > > for simplicity sake I added a character field with the exact
> > name that
> > > > > > you indicated "TableEXQual". I set it to hidden. I then
> > created a
> > > > > > table and in the Qualification I put
EXTERNAL($TableExQual$).
> > > > > > I then saved the form and went in to create the active link.
I
> > set it
> > > > > > to fire on the activation of a button I created.
> > > > > > The first action is to "Set Fields" and it is using CURRENT
> > SCREEN. I
> > > > > > grabbed the TableEXQual and then set the value as:
"""$USER$"" =
> > > > > > 'Assigned to Individual' AND 'Status' <= ""Pending"""
> > > > > >
> > > > > > However, when adding the action I get the error
> > indicating:Unexpected
> > > > > > character ARERR 2291:TableExQual Assignlineerror at position
67"
> > I
> > > > > > guess I have messed up the syntax somehow. Any ideas?
Thanks,
> > > > > >
> > > > > > Brad
> > > > > >
> > > > > >
> > > > > >
> > > > > > On Wed, 3 Nov 2004 11:33:50 -0500, Hamill, Thomas P
> > >
> > > > > wrote:
> > > > > > > Brad,
> > > > > > > Use the EXTERNAL function in the table Qualification.
> > > > > > > 1. Create a char. field i.e. TableExQual
> > > > > > > 2. In the Table Property tab for the table enter
> > > > > EXTERNAL($TableExQual$)
> > > > > > > 3. To have the table and cases come up
automatically
> > Create
> > > an
> > > > > active link that will Execute On Window Loaded, and the 1
Actions
> > will
> > > be to
> > > > > set TableEXQual """$USER$"" = 'Assigned to Individual' AND
> > 'Status' <=
> > > > > ""Pending""" 2 Action will be to Change Field to Refresh
Table
> > Field.
> > > > > > > 4. For the button you can do the same same active
link
> > just
> > > > > change the Execute On the a button.
> > > > > > >
> > > > > > > Have fun
> > > > > > >
> > > > > > > Tom Hamill
> > > > > > > NGIT
> > > > > > >
> > > > > > >
> > > > > > >
> > > > > > >
> > > > > > > -----Original Message-----
> > > > > > > From: Action Request System discussion list(ARSList)
> > > > > > > [mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Brad Terhune
> > > > > > > Sent: Wednesday, November 03, 2004 9:57 AM
> > > > > > > To: ARSLIST@ARSLIST.ORG
> > > > > > > Subject: Remedy HelpDesk Web "Show My Open Cases"
> > > > > > >
> > > > > > > Hello everyone. I am pleased to be a part of this list
> > service. My
> > > > > > > name is Brad Terhune and I work at the University of
Tennessee
> > as a
> > > > > > > Remedy administrator and HelpDesk manager.
> > > > > > >
> > > > > > > I have recently moved our HPD:HelpDesk form to the web and
am
> > > pleased
> > > > > > > with the results. However, when technicians log in, I
want
> > them to
> > > > > > > either:
> > > > > > >
> > > > > > > 1.) Have a button that will show their open cases in the
Query
> > table
> > > > > > > field at the bottom of the screen or
> > > > > > >
> > > > > > > 2.) Have the table and the cases show up automatically.
> > > > > > >
> > > > > > > Really, what I want is to write and active link or
something
> > else
> > > that
> > > > > > > will input an advanced search string into the Search area
and
> > then
> > > run
> > > > > > > it. Ex. Run a Search where: $USER$ = $Assigned to
> > Individual$ AND
> > > > > > > "Status" <= "Pending"
> > > > > > >
> > > > > > > I would have thought this would be rather simple to do but
it
> > I
> > > can't
> > > > > > > figure it out. Any thoughts?
> > > > > > >
> > > > > > > Brad
> > > > > > >
> > > > > > >
> > > > >
> > >
> >

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

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

> >
> > > > >
> > > > >
> > > > >
> > > > > > UNSUBSCRIBE or access ARSList Archives at
http://www.ARSLIST.org
> > > (Support:
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> > SERVICES
> > > at
> > > > > www.QMXS.com
> > > > >
> > > > >
> > >
> >

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

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

> >
> > > 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

"There is a table that comes up on the web form when you start a New Search and run a Query. The table does not appear on the form until you search."

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

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

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

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

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

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

Corrected set fields value:

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

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

Hope this helps,

Thomas

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


> All right. Stupid error. Permissions of course. Gave the right
> people access to the columns but not the table. Now the table shows
> up when the form loads immediately.
>
> Still not working right though. The button "Show My Cases" has an
> active link upon it that does the 2 actions discussed previously (Set
> fields on the hidden character field then Change Fields to refresh the
> table on the form). In the Set Fields operation, the value for the
> character field is:
>
> """$\USER$"" = 'Assigned to Individual' AND 'Status' <= ""Pending"""
>
> Whoa, figured out my problem again. It should say 'Assignee Login
> Name'. 'Assigned to Individual' is the full name of the tech. $user$
> will never match it.
>
> Well, now no error. It just says "0 entries returned" in the table.
> Hmmm. Back to work.
>
> Brad
>
> On Wed, 3 Nov 2004 08:56:43 -0600, Brad Terhune wrote:
> > Hello everyone. I am pleased to be a part of this list service. My
> > name is Brad Terhune and I work at the University of Tennessee as a
> > Remedy administrator and HelpDesk manager.
> >
> > I have recently moved our HPD:HelpDesk form to the web and am pleased
> > with the results. However, when technicians log in, I want them to
> > either:
> >
> > 1.) Have a button that will show their open cases in the Query table
> > field at the bottom of the screen or
> >
> > 2.) Have the table and the cases show up automatically.
> >
> > Really, what I want is to write and active link or something else that
> > will input an advanced search string into the Search area and then run
> > it. Ex. Run a Search where: $USER$ = $Assigned to Individual$ AND
> > "Status" <= "Pending"
> >
> > I would have thought this would be rather simple to do but it I can't
> > figure it out. Any thoughts?
> >
> > Brad
> >
>
>
> UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org (Support: mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT


SERVICES at www.QMXS.com

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

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

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

Brad

On Thu, 4 Nov 2004 10:33:06 -0500, Allison, Dawn
wrote:
> You probably have an open window action on an active link that is open
> in a submit mode versus modify.
>
>
>
> -----Original Message-----
> From: Action Request System discussion list(ARSList)
> [mailto:ARSLIST@ARSLIST.ORG] On Behalf Of Brad Terhune
> Sent: Thursday, November 04, 2004 10:23 AM
> To: ARSLIST@ARSLIST.ORG
> Subject: Re: Remedy HelpDesk Web "Show My Open Cases"
>
> Awesome! I fiddled with the active link and now data is returning
> into the table. Hooray! However, when I click on a case it opens up
> a new window instead of just changing the fields on the form above it.
>
> The other table, when it brings in cases, you just click on a case and
> it shows above with the option to modify.
>
> You guys are fantastic! Thanks so much. Any ideas on how to make
> this table behave like the other one?
>
> On Thu, 4 Nov 2004 09:12:24 -0600, Brad Terhune
> wrote:
> > I wanted to bring over the Remedy Support form but could not get it to
> > come over properly. I also did not know how to link the Support Form
> > to my HPD:HelpDesk web view. I finally decided that perhaps I need
> > only one web page since my needs are simple. It doesn't matter to me
> > if they can get to bulletin boards and reports and so forth off the
> > web.
> > I am totally new at this web stuff guys. Only been working with it
> > about 2 weeks. I haven't actually deployed any applications through
> > the MidTier. I've just been creating the web forms and creating links
> > to them
> >
> > I went in an messed with the value in the active link, but still
> > cannot seem to get anything to come into the table. "O results"
> >
> > I don't know if my value in the active link is wrong or I've done
> > something wrong with the External command.
> >
> > Active link value for character field:
> > """$\USER$"" = 'Assignee Login Name' AND 'Status' <= ""Pending"""
> >
> > Qualification for Table:
> > EXTERNAL( $chrTableExQual$)
> >
> >
> >
> >
> > On Thu, 4 Nov 2004 09:35:21 -0500, Allison, Dawn
> > wrote:
> > > Brad,
> > >
> > > Did you bring over the remedy support form? This form automatically
> > > shows all your open cases and that of your group. Are you
> re-deploying
> > > the applications after you make changes?
> > >
> > >
> > >
> > > -----Original Message-----
> > > From: Action Request System discussion list(ARSList)
> > > [mailto:ARSLIST@ARSLIST.ORG] On Behalf Of Brad Terhune
> > > Sent: Thursday, November 04, 2004 8:59 AM
> > > To: ARSLIST@ARSLIST.ORG
> > > Subject: Re: Remedy HelpDesk Web "Show My Open Cases"
> > >
> > > Well,
> > > I was just recently able to move my HPD:Helpdesk form onto the web.
> > > There is a table that comes up on the web form when you start a New
> > > Search and run a Query. The table does not appear on the form until
> > > you search.
> > >
> > > That was the table that I was hoping would populate the information.
> > > I guess what I need is a command that will click the button New
> > > Search, then run that search string and bring back the cases so that
> > > the user might browse through them.
> > >
> > > However, I created a new table for the External command since the
> one
> > > on the web view doesn't have a qualification option under "Table
> > > Property"?
> > >
> > > Whoa . . . looking into administrator I do see an active link that
> > > was created previously that is enable which does call for an Open
> > > Window. Deleting it. . . .
> > >
> > > Well now I am not getting that error message. However, when
> clicking
> > > New Search then Show My Cases- nothing happens. The table I created
> > > does not even appear on the web view. Going to go back and look at
> it
> > > some more. Thanks for the help so far. It has really been
> > > invaluable.
> > >
> > > Brad
> > >
> > > On Wed, 3 Nov 2004 16:55:55 -0600, Thomas Bean
> wrote:
> > > > Brad,
> > > > What actions do you have defined in the active link that executes
> on
> > > the
> > > > button click? This is just a wild guess, but that error message
> > > almost
> > > > sounds like you have an Open Window action defined that is
> attempting
> > > to
> > > > open a form that has not yet been deployed to the Mid-Tier.
> > > > If you are setting a character field to use with the EXTERNAL
> function
> > > to
> > > > qualify the results for a table field, your active link should
> only
> > > need
> > > > these two actions (note: you would need to have already added a
> new
> > > table
> > > > field to the HPD:HelpDesk form to display the results):
> > > >
> > > > 1. Set character field as indicated earlier.
> > > > 2. Change field on the table field -- refresh table field.
> > > >
> > > > If you simply want to run a search on the HPD:HelpDesk form and
> > > display the
> > > > results in the current or a new window (not in a table field on
> the
> > > existing
> > > > form), then you can probably disregard the character field and the
> > > EXTERNAL
> > > > qualification. Try creating an Open Window action in your active
> link
> > > with
> > > > these properties:
> > > >
> > > > Window Type: Display (for read-only access) or Modify
> > > > Target Location: Current or New (opens new browser window)
> > > > Server Name: (your AR Server name)
> > > > Form Name: HPD:HelpDesk
> > > > Form View: Support
> > > > Qualification Tab:
> > > > 'Assigned to Individual' = $USER$ AND 'Status' <= "Pending"
> > > > If No Requests Match: Show Default Message
> > > >
> > > > I'm not clear from your e-mail which form you added the table
> field
> > > and
> > > > button to -- it sounds like you put them on the HPD:HelpDesk form
> > > (since you
> > > > have to click the "New Search" button before clicking your
> newly-added
> > > > button for anything to occur).
> > > >
> > > > If this is the case, it might make more sense to put this
> > > button/active link
> > > > on the "Remedy Support" form instead of the HPD:HelpDesk form.
> I'm
> > > curious
> > > > why you would need this, however, since the "Assigned Requests"
> table
> > > on the
> > > > "Remedy Support" form already displays all open tickets assigned
> to a
> > > > support user or to any groups he/she belongs to. Am I
> understanding
> > > > correctly what you are intending to accomplish?
> > > >
> > > > --Thomas
> > > >
> > > >
> > > >
> > > > ----- Original Message -----
> > > > From: "Brad Terhune"
> > > > To:
> > > > Sent: Wednesday, November 03, 2004 15:47
> > > > Subject: Re: Remedy HelpDesk Web "Show My Open Cases"
> > > >
> > > > > Thank you to everyone that has helped me thus far. You have
> been
> > > great.
> > > > >
> > > > > I modified the value for the character field as directed in the
> "Set
> > > > > Fields" action and was able to add the action without an error.
> > > > >
> > > > > When I bring up the form on the web and click on the button to
> fire
> > > > > the Active Link nothing happens. I have to click the "New
> Search"
> > > > > form action field and then click on my created button for
> anything
> > > to
> > > > > occur. When I do this I get an error. It says:
> > > > > "ARERR 9268 Problem Opening Form in Direct Access"
> > > > > Perhaps it might have helped you guys if I had disclosed that I
> am
> > > > > running ARS 5.1.2 and 6.01 MidTier? Thanks,
> > > > >
> > > > > Brad
> > > > >
> > > > >
> > > > > On Wed, 3 Nov 2004 15:14:34 -0600, Thomas Bean
> > > wrote:
> > > > > > Brad,
> > > > > > Try setting the value as:
> > > > > >
> > > > > > "('Assigned to Individual' = $\USER$ AND 'Status' <=
> ""Pending"")"
> > > > > >
> > > > > > The $USER$ keyword does not require the double-quotes, and it
> has
> > > to be
> > > > > > formatted as $\USER$ in the set fields action.
> > > > > >
> > > > > > HTH,
> > > > > >
> > > > > > Thomas Bean
> > > > > >
> > > > > >
> > > > > >
> > > > > > ----- Original Message -----
> > > > > > From: "Brad Terhune"
> > > > > > To:
> > > > > > Sent: Wednesday, November 03, 2004 14:55
> > > > > > Subject: Re: Remedy HelpDesk Web "Show My Open Cases"
> > > > > >
> > > > > > > Thomas,
> > > > > > > I am trying to do this using the External command as you
> wrote.
> > > Just
> > > > > > > for simplicity sake I added a character field with the exact
> > > name that
> > > > > > > you indicated "TableEXQual". I set it to hidden. I then
> > > created a
> > > > > > > table and in the Qualification I put
> EXTERNAL($TableExQual$).
> > > > > > > I then saved the form and went in to create the active link.
> I
> > > set it
> > > > > > > to fire on the activation of a button I created.
> > > > > > > The first action is to "Set Fields" and it is using CURRENT
> > > SCREEN. I
> > > > > > > grabbed the TableEXQual and then set the value as:
> """$USER$"" =
> > > > > > > 'Assigned to Individual' AND 'Status' <= ""Pending"""
> > > > > > >
> > > > > > > However, when adding the action I get the error
> > > indicating:Unexpected
> > > > > > > character ARERR 2291:TableExQual Assignlineerror at position
> 67"
> > > I
> > > > > > > guess I have messed up the syntax somehow. Any ideas?
> Thanks,
> > > > > > >
> > > > > > > Brad
> > > > > > >
> > > > > > >
> > > > > > >
> > > > > > > On Wed, 3 Nov 2004 11:33:50 -0500, Hamill, Thomas P
> > > >
> > > > > > wrote:
> > > > > > > > Brad,
> > > > > > > > Use the EXTERNAL function in the table Qualification.
> > > > > > > > 1. Create a char. field i.e. TableExQual
> > > > > > > > 2. In the Table Property tab for the table enter
> > > > > > EXTERNAL($TableExQual$)
> > > > > > > > 3. To have the table and cases come up
> automatically
> > > Create
> > > > an
> > > > > > active link that will Execute On Window Loaded, and the 1
> Actions
> > > will
> > > > be to
> > > > > > set TableEXQual """$USER$"" = 'Assigned to Individual' AND
> > > 'Status' <=
> > > > > > ""Pending""" 2 Action will be to Change Field to Refresh
> Table
> > > Field.
> > > > > > > > 4. For the button you can do the same same active
> link
> > > just
> > > > > > change the Execute On the a button.
> > > > > > > >
> > > > > > > > Have fun
> > > > > > > >
> > > > > > > > Tom Hamill
> > > > > > > > NGIT
> > > > > > > >
> > > > > > > >
> > > > > > > >
> > > > > > > >
> > > > > > > > -----Original Message-----
> > > > > > > > From: Action Request System discussion list(ARSList)
> > > > > > > > [mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Brad Terhune
> > > > > > > > Sent: Wednesday, November 03, 2004 9:57 AM
> > > > > > > > To: ARSLIST@ARSLIST.ORG
> > > > > > > > Subject: Remedy HelpDesk Web "Show My Open Cases"
> > > > > > > >
> > > > > > > > Hello everyone. I am pleased to be a part of this list
> > > service. My
> > > > > > > > name is Brad Terhune and I work at the University of
> Tennessee
> > > as a
> > > > > > > > Remedy administrator and HelpDesk manager.
> > > > > > > >
> > > > > > > > I have recently moved our HPD:HelpDesk form to the web and
> am
> > > > pleased
> > > > > > > > with the results. However, when technicians log in, I
> want
> > > them to
> > > > > > > > either:
> > > > > > > >
> > > > > > > > 1.) Have a button that will show their open cases in the
> Query
> > > table
> > > > > > > > field at the bottom of the screen or
> > > > > > > >
> > > > > > > > 2.) Have the table and the cases show up automatically.
> > > > > > > >
> > > > > > > > Really, what I want is to write and active link or
> something
> > > else
> > > > that
> > > > > > > > will input an advanced search string into the Search area
> and
> > > then
> > > > run
> > > > > > > > it. Ex. Run a Search where: $USER$ = $Assigned to
> > > Individual$ AND
> > > > > > > > "Status" <= "Pending"
> > > > > > > >
> > > > > > > > I would have thought this would be rather simple to do but
> it
> > > I
> > > > can't
> > > > > > > > figure it out. Any thoughts?
> > > > > > > >
> > > > > > > > Brad
> > > > > > > >
> > > > > > > >
> > > > > >
> > > >
> > >
>
> > >
> > > > > >
> > > > > > > > UNSUBSCRIBE or access ARSList Archives at
> > > http://www.ARSLIST.org
> > > > > > (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
>
>
>
>

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

Brad


On Thu, 4 Nov 2004 10:00:09 -0600, Thomas Bean wrote:
> **
> "There is a table that comes up on the web form when you start a New Search
> and run a Query. The table does not appear on the form until you search."
>
> I believe the table to which you are referring is the Results List table
> (field ID 1020). This is a special type of table field that is primarily
> used to display the results of a search operation on the web. The search
> qualification defines the qualification for the table, which is why you
> cannot enter a qualification in the "Table Property" for this table field.
> I think you will find that if you use an Open Window action as I suggested
> in my earlier post, this table should appear and will display all tickets
> that match the Open Window qualification:
>
> 'Assignee Login Name' = $USER$ AND 'Status' <= "Pending"
>
> I think it would make more sense to place the button that runs this Active
> Link on the Remedy Support form and display the button as a URL, but I still
> do not understand why you would need this (since the Remedy Support console
> already displays all open assigned tickets).
>
> If you still want to go the route of using the EXTERNAL function to populate
> a table field on the HPD:HelpDesk form, it should work if you change the set
> fields value as follows for the field you are referencing:
>
> Current set fields value -- will not work due to double-quotes around $USER$
> keyword:
>
>
> """$\USER$"" = 'Assignee Login Name' AND 'Status' <= ""Pending"""
>
> Corrected set fields value:
>
>
> "('Assignee Login Name' = $\USER$ AND 'Status' <= ""Pending"")"
>
> This should work if you copy and paste the above string into the set fields
> value.
>
> Hope this helps,
>
>
>
> Thomas
>
> ----- Original Message -----
> From: "Brad Terhune"
> Newsgroups: cogniza.remedy.arsystem.general
> To:
> Sent: Thursday, November 04, 2004 08:28
> Subject: Re: Remedy HelpDesk Web "Show My Open Cases"
>
>
>
> > All right. Stupid error. Permissions of course. Gave the right
> > people access to the columns but not the table. Now the table shows
> > up when the form loads immediately.
> >
> > Still not working right though. The button "Show My Cases" has an
> > active link upon it that does the 2 actions discussed previously (Set
> > fields on the hidden character field then Change Fields to refresh the
> > table on the form). In the Set Fields operation, the value for the
>
>
> > character field is:
> >
> > """$\USER$"" = 'Assigned to Individual' AND 'Status' <= ""Pending"""
> >
> > Whoa, figured out my problem again. It should say 'Assignee Login
> > Name'. 'Assigned to Individual' is the full name of the tech. $user$
> > will never match it.
> >
> > Well, now no error. It just says "0 entries returned" in the table.
> > Hmmm. Back to work.
> >
> > Brad
> >
> > On Wed, 3 Nov 2004 08:56:43 -0600, Brad Terhune
> wrote:
>
>
> > > Hello everyone. I am pleased to be a part of this list service. My
> > > name is Brad Terhune and I work at the University of Tennessee as a
> > > Remedy administrator and HelpDesk manager.
> > >
> > > I have recently moved our HPD:HelpDesk form to the web and am pleased
> > > with the results. However, when technicians log in, I want them to
> > > either:
> > >
> > > 1.) Have a button that will show their open cases in the Query table
> > > field at the bottom of the screen or
> > >
> > > 2.) Have the table and the cases show up automatically.
> > >
> > > Really, what I want is to write and active link or something else that
> > > will input an advanced search string into the Search area and then run
> > > it. Ex. Run a Search where: $USER$ = $Assigned to Individual$ AND
> > > "Status" <= "Pending"
> > >
> > > I would have thought this would be rather simple to do but it I can't
> > > figure it out. Any thoughts?
> > >
> > > Brad
> > >
> >
> >
>
> > UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org (Support:
> mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT SERVICES at
> www.QMXS.com
>
> UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org (Support:
> mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT SERVICES at
> www.QMXS.com This posting was submitted via the Web interface

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

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

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

--Thomas

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


> I wanted to bring over the Remedy Support form but could not get it to
> come over properly. I also did not know how to link the Support Form
> to my HPD:HelpDesk web view. I finally decided that perhaps I need
> only one web page since my needs are simple. It doesn't matter to me
> if they can get to bulletin boards and reports and so forth off the
> web.
> I am totally new at this web stuff guys. Only been working with it
> about 2 weeks. I haven't actually deployed any applications through
> the MidTier. I've just been creating the web forms and creating links
> to them
>
> I went in an messed with the value in the active link, but still
> cannot seem to get anything to come into the table. "O results"
>
> I don't know if my value in the active link is wrong or I've done
> something wrong with the External command.
>
> Active link value for character field:
> """$\USER$"" = 'Assignee Login Name' AND 'Status' <= ""Pending"""
>
> Qualification for Table:
> EXTERNAL( $chrTableExQual$)
>
>
>
>
> On Thu, 4 Nov 2004 09:35:21 -0500, Allison, Dawn
> wrote:
> > Brad,
> >
> > Did you bring over the remedy support form? This form automatically
> > shows all your open cases and that of your group. Are you re-deploying
> > the applications after you make changes?
> >
> >
> >
> > -----Original Message-----
> > From: Action Request System discussion list(ARSList)
> > [mailto:ARSLIST@ARSLIST.ORG] On Behalf Of Brad Terhune
> > Sent: Thursday, November 04, 2004 8:59 AM
> > To: ARSLIST@ARSLIST.ORG
> > Subject: Re: Remedy HelpDesk Web "Show My Open Cases"
> >
> > Well,
> > I was just recently able to move my HPD:Helpdesk form onto the web.
> > There is a table that comes up on the web form when you start a New
> > Search and run a Query. The table does not appear on the form until
> > you search.
> >
> > That was the table that I was hoping would populate the information.
> > I guess what I need is a command that will click the button New
> > Search, then run that search string and bring back the cases so that
> > the user might browse through them.
> >
> > However, I created a new table for the External command since the one
> > on the web view doesn't have a qualification option under "Table
> > Property"?
> >
> > Whoa . . . looking into administrator I do see an active link that
> > was created previously that is enable which does call for an Open
> > Window. Deleting it. . . .
> >
> > Well now I am not getting that error message. However, when clicking
> > New Search then Show My Cases- nothing happens. The table I created
> > does not even appear on the web view. Going to go back and look at it
> > some more. Thanks for the help so far. It has really been
> > invaluable.
> >
> > Brad
> >
> > On Wed, 3 Nov 2004 16:55:55 -0600, Thomas Bean wrote:
> > > Brad,
> > > What actions do you have defined in the active link that executes on
> > the
> > > button click? This is just a wild guess, but that error message
> > almost
> > > sounds like you have an Open Window action defined that is attempting
> > to
> > > open a form that has not yet been deployed to the Mid-Tier.
> > > If you are setting a character field to use with the EXTERNAL function
> > to
> > > qualify the results for a table field, your active link should only
> > need
> > > these two actions (note: you would need to have already added a new
> > table
> > > field to the HPD:HelpDesk form to display the results):
> > >
> > > 1. Set character field as indicated earlier.
> > > 2. Change field on the table field -- refresh table field.
> > >
> > > If you simply want to run a search on the HPD:HelpDesk form and
> > display the
> > > results in the current or a new window (not in a table field on the
> > existing
> > > form), then you can probably disregard the character field and the
> > EXTERNAL
> > > qualification. Try creating an Open Window action in your active link
> > with
> > > these properties:
> > >
> > > Window Type: Display (for read-only access) or Modify
> > > Target Location: Current or New (opens new browser window)
> > > Server Name: (your AR Server name)
> > > Form Name: HPD:HelpDesk
> > > Form View: Support
> > > Qualification Tab:
> > > 'Assigned to Individual' = $USER$ AND 'Status' <= "Pending"
> > > If No Requests Match: Show Default Message
> > >
> > > I'm not clear from your e-mail which form you added the table field
> > and
> > > button to -- it sounds like you put them on the HPD:HelpDesk form
> > (since you
> > > have to click the "New Search" button before clicking your newly-added
> > > button for anything to occur).
> > >
> > > If this is the case, it might make more sense to put this
> > button/active link
> > > on the "Remedy Support" form instead of the HPD:HelpDesk form. I'm
> > curious
> > > why you would need this, however, since the "Assigned Requests" table
> > on the
> > > "Remedy Support" form already displays all open tickets assigned to a
> > > support user or to any groups he/she belongs to. Am I understanding
> > > correctly what you are intending to accomplish?
> > >
> > > --Thomas
> > >
> > >
> > >
> > > ----- Original Message -----
> > > From: "Brad Terhune"
> > > To:
> > > Sent: Wednesday, November 03, 2004 15:47
> > > Subject: Re: Remedy HelpDesk Web "Show My Open Cases"
> > >
> > > > Thank you to everyone that has helped me thus far. You have been
> > great.
> > > >
> > > > I modified the value for the character field as directed in the "Set
> > > > Fields" action and was able to add the action without an error.
> > > >
> > > > When I bring up the form on the web and click on the button to fire
> > > > the Active Link nothing happens. I have to click the "New Search"
> > > > form action field and then click on my created button for anything
> > to
> > > > occur. When I do this I get an error. It says:
> > > > "ARERR 9268 Problem Opening Form in Direct Access"
> > > > Perhaps it might have helped you guys if I had disclosed that I am
> > > > running ARS 5.1.2 and 6.01 MidTier? Thanks,
> > > >
> > > > Brad
> > > >
> > > >
> > > > On Wed, 3 Nov 2004 15:14:34 -0600, Thomas Bean
> > wrote:
> > > > > Brad,
> > > > > Try setting the value as:
> > > > >
> > > > > "('Assigned to Individual' = $\USER$ AND 'Status' <= ""Pending"")"
> > > > >
> > > > > The $USER$ keyword does not require the double-quotes, and it has
> > to be
> > > > > formatted as $\USER$ in the set fields action.
> > > > >
> > > > > HTH,
> > > > >
> > > > > Thomas Bean
> > > > >
> > > > >
> > > > >
> > > > > ----- Original Message -----
> > > > > From: "Brad Terhune"
> > > > > To:
> > > > > Sent: Wednesday, November 03, 2004 14:55
> > > > > Subject: Re: Remedy HelpDesk Web "Show My Open Cases"
> > > > >
> > > > > > Thomas,
> > > > > > I am trying to do this using the External command as you wrote.
> > Just
> > > > > > for simplicity sake I added a character field with the exact
> > name that
> > > > > > you indicated "TableEXQual". I set it to hidden. I then
> > created a
> > > > > > table and in the Qualification I put EXTERNAL($TableExQual$).
> > > > > > I then saved the form and went in to create the active link. I
> > set it
> > > > > > to fire on the activation of a button I created.
> > > > > > The first action is to "Set Fields" and it is using CURRENT
> > SCREEN. I
> > > > > > grabbed the TableEXQual and then set the value as: """$USER$"" =
> > > > > > 'Assigned to Individual' AND 'Status' <= ""Pending"""
> > > > > >
> > > > > > However, when adding the action I get the error
> > indicating:Unexpected
> > > > > > character ARERR 2291:TableExQual Assignlineerror at position 67"
> > I
> > > > > > guess I have messed up the syntax somehow. Any ideas? Thanks,
> > > > > >
> > > > > > Brad
> > > > > >
> > > > > >
> > > > > >
> > > > > > On Wed, 3 Nov 2004 11:33:50 -0500, Hamill, Thomas P
> > >
> > > > > wrote:
> > > > > > > Brad,
> > > > > > > Use the EXTERNAL function in the table Qualification.
> > > > > > > 1. Create a char. field i.e. TableExQual
> > > > > > > 2. In the Table Property tab for the table enter
> > > > > EXTERNAL($TableExQual$)
> > > > > > > 3. To have the table and cases come up automatically
> > Create
> > > an
> > > > > active link that will Execute On Window Loaded, and the 1 Actions
> > will
> > > be to
> > > > > set TableEXQual """$USER$"" = 'Assigned to Individual' AND
> > 'Status' <=
> > > > > ""Pending""" 2 Action will be to Change Field to Refresh Table
> > Field.
> > > > > > > 4. For the button you can do the same same active link
> > just
> > > > > change the Execute On the a button.
> > > > > > >
> > > > > > > Have fun
> > > > > > >
> > > > > > > Tom Hamill
> > > > > > > NGIT
> > > > > > >
> > > > > > >
> > > > > > >
> > > > > > >
> > > > > > > -----Original Message-----
> > > > > > > From: Action Request System discussion list(ARSList)
> > > > > > > [mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Brad Terhune
> > > > > > > Sent: Wednesday, November 03, 2004 9:57 AM
> > > > > > > To: ARSLIST@ARSLIST.ORG
> > > > > > > Subject: Remedy HelpDesk Web "Show My Open Cases"
> > > > > > >
> > > > > > > Hello everyone. I am pleased to be a part of this list
> > service. My
> > > > > > > name is Brad Terhune and I work at the University of Tennessee
> > as a
> > > > > > > Remedy administrator and HelpDesk manager.
> > > > > > >
> > > > > > > I have recently moved our HPD:HelpDesk form to the web and am
> > > pleased
> > > > > > > with the results. However, when technicians log in, I want
> > them to
> > > > > > > either:
> > > > > > >
> > > > > > > 1.) Have a button that will show their open cases in the Query
> > table
> > > > > > > field at the bottom of the screen or
> > > > > > >
> > > > > > > 2.) Have the table and the cases show up automatically.
> > > > > > >
> > > > > > > Really, what I want is to write and active link or something
> > else
> > > that
> > > > > > > will input an advanced search string into the Search area and
> > then
> > > run
> > > > > > > it. Ex. Run a Search where: $USER$ = $Assigned to
> > Individual$ AND
> > > > > > > "Status" <= "Pending"
> > > > > > >
> > > > > > > I would have thought this would be rather simple to do but it
> > I
> > > can't
> > > > > > > figure it out. Any thoughts?
> > > > > > >
> > > > > > > Brad
> > > > > > >
> > > > > > >
> > > > >
> > >
> >
> >
> > > > >
> > > > > > > UNSUBSCRIBE or access ARSList Archives at
> > http://www.ARSLIST.org
> > > > > (Support: mailto:support@arslist.org ) ARSList is hosted by QMX
> > SUPPORT
> > > > > SERVICES at www.QMXS.com
> > > > > > >
> > > > > > >
> > > > >
> > >
> >
> >
> > > > >
> > > > > > > UNSUBSCRIBE or access ARSList Archives at
> > http://www.ARSLIST.org
> > > > > (Support: mailto:support@arslist.org ) ARSList is hosted by QMX
> > SUPPORT
> > > > > SERVICES at www.QMXS.com
> > > > > > >
> > > > > >
> > > > > >
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> > >
> >
> >
> > > > >
> > > > >
> > > > >
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> > > (Support:
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> > SERVICES
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> > SUPPORT
> > > SERVICES at www.QMXS.com
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> > >
> >
> >
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> > (Support:
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> > at
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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

Well, I am confused and intirigued. Thomas, I disable the active link
that I created using EXTERNAL and the character field in order to try
the "Open Window" AL. I created the AL and set it to fire on the
button. I then did all the MidTier resetting stuff you're supposed to
do.

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

Brad


On Thu, 4 Nov 2004 10:12:35 -0600, Brad Terhune wrote:
> Thank you Thomas. I am going to go up and check your earlier submission now.
>
>
>
> Brad
>
> On Thu, 4 Nov 2004 10:00:09 -0600, Thomas Bean wrote:
> > **
> > "There is a table that comes up on the web form when you start a New Search
> > and run a Query. The table does not appear on the form until you search."
> >
> > I believe the table to which you are referring is the Results List table
> > (field ID 1020). This is a special type of table field that is primarily
> > used to display the results of a search operation on the web. The search
> > qualification defines the qualification for the table, which is why you
> > cannot enter a qualification in the "Table Property" for this table field.
> > I think you will find that if you use an Open Window action as I suggested
> > in my earlier post, this table should appear and will display all tickets
> > that match the Open Window qualification:
> >
> > 'Assignee Login Name' = $USER$ AND 'Status' <= "Pending"
> >
> > I think it would make more sense to place the button that runs this Active
> > Link on the Remedy Support form and display the button as a URL, but I still
> > do not understand why you would need this (since the Remedy Support console
> > already displays all open assigned tickets).
> >
> > If you still want to go the route of using the EXTERNAL function to populate
> > a table field on the HPD:HelpDesk form, it should work if you change the set
> > fields value as follows for the field you are referencing:
> >
> > Current set fields value -- will not work due to double-quotes around $USER$
> > keyword:
> >
> >
> > """$\USER$"" = 'Assignee Login Name' AND 'Status' <= ""Pending"""
> >
> > Corrected set fields value:
> >
> >
> > "('Assignee Login Name' = $\USER$ AND 'Status' <= ""Pending"")"
> >
> > This should work if you copy and paste the above string into the set fields
> > value.
> >
> > Hope this helps,
> >
> >
> >
> > Thomas
> >
> > ----- Original Message -----
> > From: "Brad Terhune"
> > Newsgroups: cogniza.remedy.arsystem.general
> > To:
> > Sent: Thursday, November 04, 2004 08:28
> > Subject: Re: Remedy HelpDesk Web "Show My Open Cases"
> >
> >
> >
> > > All right. Stupid error. Permissions of course. Gave the right
> > > people access to the columns but not the table. Now the table shows
> > > up when the form loads immediately.
> > >
> > > Still not working right though. The button "Show My Cases" has an
> > > active link upon it that does the 2 actions discussed previously (Set
> > > fields on the hidden character field then Change Fields to refresh the
> > > table on the form). In the Set Fields operation, the value for the
> >
> >
> > > character field is:
> > >
> > > """$\USER$"" = 'Assigned to Individual' AND 'Status' <= ""Pending"""
> > >
> > > Whoa, figured out my problem again. It should say 'Assignee Login
> > > Name'. 'Assigned to Individual' is the full name of the tech. $user$
> > > will never match it.
> > >
> > > Well, now no error. It just says "0 entries returned" in the table.
> > > Hmmm. Back to work.
> > >
> > > Brad
> > >
> > > On Wed, 3 Nov 2004 08:56:43 -0600, Brad Terhune
> > wrote:
> >
> >
> > > > Hello everyone. I am pleased to be a part of this list service. My
> > > > name is Brad Terhune and I work at the University of Tennessee as a
> > > > Remedy administrator and HelpDesk manager.
> > > >
> > > > I have recently moved our HPD:HelpDesk form to the web and am pleased
> > > > with the results. However, when technicians log in, I want them to
> > > > either:
> > > >
> > > > 1.) Have a button that will show their open cases in the Query table
> > > > field at the bottom of the screen or
> > > >
> > > > 2.) Have the table and the cases show up automatically.
> > > >
> > > > Really, what I want is to write and active link or something else that
> > > > will input an advanced search string into the Search area and then run
> > > > it. Ex. Run a Search where: $USER$ = $Assigned to Individual$ AND
> > > > "Status" <= "Pending"
> > > >
> > > > I would have thought this would be rather simple to do but it I can't
> > > > figure it out. Any thoughts?
> > > >
> > > > Brad
> > > >
> > >
> > >
> >
> > > UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org (Support:
> > mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT SERVICES at
> > www.QMXS.com
> >
> > UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org (Support:
> > mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT SERVICES at
> > www.QMXS.com This posting was submitted via the Web interface
>

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

Brad


On Thu, 4 Nov 2004 10:30:58 -0600, Brad Terhune wrote:
> Well, I am confused and intirigued. Thomas, I disable the active link
> that I created using EXTERNAL and the character field in order to try
> the "Open Window" AL. I created the AL and set it to fire on the
> button. I then did all the MidTier resetting stuff you're supposed to
> do.
>
> I brought up the page and clicked on the button. It then opens a new
> browser window full screen and displays what appear to be the Windows
> view of the HPD:HelpDesk form? My web views don't look anything like
> this. Far below all the HPD:HelpDesk workflow there is a table and it
> displays my cases. When I click on them, it shows the selected table
> above just as I would like. However, I really didn't want to open up
> a new browser window and this form that popped up I don't remember
> creating. Can you help me understand this? Thanks,
>
>
>
> Brad
>
> On Thu, 4 Nov 2004 10:12:35 -0600, Brad Terhune wrote:
> > Thank you Thomas. I am going to go up and check your earlier submission now.
> >
> >
> >
> > Brad
> >
> > On Thu, 4 Nov 2004 10:00:09 -0600, Thomas Bean wrote:
> > > **
> > > "There is a table that comes up on the web form when you start a New Search
> > > and run a Query. The table does not appear on the form until you search."
> > >
> > > I believe the table to which you are referring is the Results List table
> > > (field ID 1020). This is a special type of table field that is primarily
> > > used to display the results of a search operation on the web. The search
> > > qualification defines the qualification for the table, which is why you
> > > cannot enter a qualification in the "Table Property" for this table field.
> > > I think you will find that if you use an Open Window action as I suggested
> > > in my earlier post, this table should appear and will display all tickets
> > > that match the Open Window qualification:
> > >
> > > 'Assignee Login Name' = $USER$ AND 'Status' <= "Pending"
> > >
> > > I think it would make more sense to place the button that runs this Active
> > > Link on the Remedy Support form and display the button as a URL, but I still
> > > do not understand why you would need this (since the Remedy Support console
> > > already displays all open assigned tickets).
> > >
> > > If you still want to go the route of using the EXTERNAL function to populate
> > > a table field on the HPD:HelpDesk form, it should work if you change the set
> > > fields value as follows for the field you are referencing:
> > >
> > > Current set fields value -- will not work due to double-quotes around $USER$
> > > keyword:
> > >
> > >
> > > """$\USER$"" = 'Assignee Login Name' AND 'Status' <= ""Pending"""
> > >
> > > Corrected set fields value:
> > >
> > >
> > > "('Assignee Login Name' = $\USER$ AND 'Status' <= ""Pending"")"
> > >
> > > This should work if you copy and paste the above string into the set fields
> > > value.
> > >
> > > Hope this helps,
> > >
> > >
> > >
> > > Thomas
> > >
> > > ----- Original Message -----
> > > From: "Brad Terhune"
> > > Newsgroups: cogniza.remedy.arsystem.general
> > > To:
> > > Sent: Thursday, November 04, 2004 08:28
> > > Subject: Re: Remedy HelpDesk Web "Show My Open Cases"
> > >
> > >
> > >
> > > > All right. Stupid error. Permissions of course. Gave the right
> > > > people access to the columns but not the table. Now the table shows
> > > > up when the form loads immediately.
> > > >
> > > > Still not working right though. The button "Show My Cases" has an
> > > > active link upon it that does the 2 actions discussed previously (Set
> > > > fields on the hidden character field then Change Fields to refresh the
> > > > table on the form). In the Set Fields operation, the value for the
> > >
> > >
> > > > character field is:
> > > >
> > > > """$\USER$"" = 'Assigned to Individual' AND 'Status' <= ""Pending"""
> > > >
> > > > Whoa, figured out my problem again. It should say 'Assignee Login
> > > > Name'. 'Assigned to Individual' is the full name of the tech. $user$
> > > > will never match it.
> > > >
> > > > Well, now no error. It just says "0 entries returned" in the table.
> > > > Hmmm. Back to work.
> > > >
> > > > Brad
> > > >
> > > > On Wed, 3 Nov 2004 08:56:43 -0600, Brad Terhune
> > > wrote:
> > >
> > >
> > > > > Hello everyone. I am pleased to be a part of this list service. My
> > > > > name is Brad Terhune and I work at the University of Tennessee as a
> > > > > Remedy administrator and HelpDesk manager.
> > > > >
> > > > > I have recently moved our HPD:HelpDesk form to the web and am pleased
> > > > > with the results. However, when technicians log in, I want them to
> > > > > either:
> > > > >
> > > > > 1.) Have a button that will show their open cases in the Query table
> > > > > field at the bottom of the screen or
> > > > >
> > > > > 2.) Have the table and the cases show up automatically.
> > > > >
> > > > > Really, what I want is to write and active link or something else that
> > > > > will input an advanced search string into the Search area and then run
> > > > > it. Ex. Run a Search where: $USER$ = $Assigned to Individual$ AND
> > > > > "Status" <= "Pending"
> > > > >
> > > > > I would have thought this would be rather simple to do but it I can't
> > > > > figure it out. Any thoughts?
> > > > >
> > > > > Brad
> > > > >
> > > >
> > > >
> > >
> > > > 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
> >
>

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

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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QMX
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> > > > >
> > >
> >

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

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

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

> >
> > >
> > >
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