I’m having a problem with entering a new ticket in Help Desk 6.0. ARERR 382:The value(s) for this entry violate a unique index that has been defined for this form
ARS 6.3, HD 6.0 Oracle 10g
Migrated to Solaris 9 from Windows and upgraded from HD 5.5
"Many times this scenario is a reult of making modifications to the HPD:HelpDesk form such as adding menu items and not making the same modification to the coresponding field on SHR:ConsolidatedList. Please go through the fields listed in the Push Fields action on this filter and be sure that these fields are configured the dsame on both HPD:HelpDesk and SHR:ConsolidatedList"

I deleted all of the fields in the Push field on filter SHRH:SHR-SubmitConsolidated. It looks like it has to do with summary hhh to $Summary$ right now. Comparing them on HPD:HelpDesk & SHR:ConsolidatedList, they look the what was on the old production.

Any ideas?

Here is the fix. We missed the SHR:ConsolidatedList and only did the HPD:HelpDesk. We substituted 'zzz' below with SHR:ConsolidatedList & HPD:HelpDesk

P R O B L E M
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How do you change the next available Request ID for new tickets?

S O L U T I O N
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Changing the Next Available ID for New Requests

This technical essay explains how to change the next available ID when creating new AR System requests. This ID is used to automatically generate the unique index number that is attached to each AR System request. Under some conditions, you might need to reset the next available ID. For example, you might need to establish different ranges for a similar form on two different servers, or you might need to leave a range of numbers unused for later use.
NOTE: Do not change the next available ID to a number lower than the greatest existing ID. The Request ID field value must be unique within the AR System, and resetting the ID to a lower number could conflict with existing Request ID field values. If it encounters an existing ID, the AR System will return an error and prevent new requests from being submitted until the conflict is resolved. If you must change the next available ID, plan to make the change when the system is not in use to avoid conflicts with users who are submitting new requests.

The Request ID Field

Every form defined in the AR System contains a set of core fields. The Request ID field is the core field with a unique field ID of 1. You can change the label of this field to something other than Request ID, but the field ID will always remain 1. The Request ID field contains a character string that holds a unique index for each request. The form of this string is an optional prefix, which can consist of any alphanumeric characters, followed by a 0-padded numeral (for example, HD0000000000001). The field can be no less than 5 characters and no more than 15 characters in length. The prefix can be as long as the total length of the field less 5 characters. When new requests are submitted, the AR System generates a new ID for the request by appending the next available ID to the prefix, if a prefix is specified. The next available ID then increments in preparation for the next request to be submitted. The Request ID field contains a unique number sequence. Create other fields to contain information that is specific to your site instead of using the Request ID field. Overloading the Request ID field with other information can restrict your ability to control this data and limits the flexibility of searches on the data.

SQL Databases

To change the next available ID for a form in an SQL database, use the following procedure.

Changing the Next Available ID for SQL Databases
1. Stop ARServer.
2. Using any front-end tool that allows direct access to an SQL database, log in as a user who has write access to the AR System tables. 3. Connect to the AR System table area. 4. Find the Request ID field for the form you want to alter. 5. Update the next available ID. 6. Restart ARServer.

Example SQL Database Procedures
The following sections are examples of how to change the next available ID for DB2 Universal, Informix, Oracle, and MS SQL and Sybase databases. In these examples, the next available ID for a form named ZZZ is changed from the current value of 1291 to a new value of 25000.

DB2 Universal Database Example
>open DB2 command center
Connect to AR System.
>select name, nextId from arschema where name = 'ZZZ';
NAME NEXTID
--- -------
ZZZ 1291
1 row(s) retrieved.
>update arschema set nextId = 25000 where name = 'ZZZ';
1 row(s) updated.
Informix Database Example
% dbaccess - -
>database ARSystem;
Database selected.
>select name, nextId from arschema where name = 'ZZZ';
name nextId
ZZZ 1291
1 row(s) retrieved.
>update arschema set nextId = 25000 where name = 'ZZZ';
1 row(s) updated.
>Technical

Oracle Database Example
% sqlplus
Enter user-name: system
Enter password:
SQL>select name, nextId from ARAdmin.arschema where name
='ZZZ';
NAME NEXTID
------------------------------ ----------
ZZZ 1291
SQL>update ARAdmin.arschema set nextId = 25000 where name =
'ZZZ';
------------------------------ ----------
SQL>commit;
Work committed.
SQL>exit

MS SQL Server and Sybase Database Example
% isql -Usa
Password:
1>use ARSystem
2>go
1>select name, nextId from arschema where name = 'ZZZ'
2>go
name nextId
ZZZ 1291
------------------------------ ----------
(1 row affected)
1>update arschema set nextId = 25000 where name = 'ZZZ'
2>go
(1 row affected)
1>exit

Flat-File Databases
For a flat-file database, edit the first line of the database file to change the next available ID for a form.
WARNING: The database file might contain lines that are up to 40000 bytes in length. Select an editor that can handle large files with long lines. You might be unable to use vi as the text editor because of the length of the lines in the file.

Changing the Next Available ID for Flat-File Databases
1. Open the configuration file.
There is a file named /etc/ar.conf on your system. This file contains configuration information for the AR System server. 2. In that file, find the Server-directory line, for example:
Server-directory: /usr/ar/db
The directory listed contains the flat-file database files.
3. From the specified directory, open schema.ar.
This file contains a set of requests that appear as follows: User:User Group:Group TroubleTicket:TroubleT BugTracking:BugxTrac . . . ZZZ :ZZZ The left column lists all of the forms that exist for your AR System installation. The right column lists the file names for the form definitions and data. 4. Locate the form you want to alter. 5. In a text editor, open the file as listed in the right column for the form, but append.db to the file name by using a Save As command (for example, User.db). The first line of the file contains exactly 20 bytes, including the line break on the end of the line. This means you can see 19 bytes of the line. The first four bytes are the letters ARDB. These letters are followed by a space. The remaining 14 characters are a set of left-justified digits. These digits represent the next available ID for requests in this form. 6. Change the current value (for example, 1291) to the number you want to assign to the next request (for example, 25000). Note Do not delete the trailing spaces on the line. The AR System expects this line to contain exactly 19 characters, followed by a line break. =====================