Listers,

I'm hoping someone can help me with this...

ARS 4.0.2 NT 4.0/SP5 SQL 7

I've created a copy of my CSG HelpDesk form for archiving.
I created an arx file (by the book) with a sample of 12 tickets.
When I import them (again, by the book), everything looks good -
the diary fields came over, all free form fields look okay, all information
visible, EXCEPT the case ID (unique identifier) did not come over.

The numbers started over at C0000001. Is there a way that I can
move the records from one form to the other, but keep the old ID number?

Thanks in advance, as always,

Joanne

Joanne,

You probably have your Import Tool preferences under Duplicate Request ID
checked to Generate New ID for all records. Check Reject Duplicate IDs
instead.

Rebecca

-----Original Message-----
From: Joanne Mansur [mailto:jmansur@MONTEFIORE.ORG]
Sent: Thursday, December 28, 2000 12:49 PM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Help with archiving


**

Listers,

I'm hoping someone can help me with this...

ARS 4.0.2 NT 4.0/SP5 SQL 7

I've created a copy of my CSG HelpDesk form for archiving.
I created an arx file (by the book) with a sample of 12 tickets.
When I import them (again, by the book), everything looks good -
the diary fields came over, all free form fields look okay, all information
visible, EXCEPT the case ID (unique identifier) did not come over.

The numbers started over at C0000001. Is there a way that I can
move the records from one form to the other, but keep the old ID number?

Thanks in advance, as always,

Joanne

Check your setting on the import tool.

File/Preferences/Duplicate Request ID

Make sure you have the 4th or 5th option selected.

"Replace Old Record with New Record" or "Update Old Record with New Record's
Data"

hth,

Tony

-----Original Message-----
From: Joanne Mansur [mailto:jmansur@MONTEFIORE.ORG]
Sent: Thursday, December 28, 2000 12:49 PM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Help with archiving


**

Listers,

I'm hoping someone can help me with this...

ARS 4.0.2 NT 4.0/SP5 SQL 7

I've created a copy of my CSG HelpDesk form for archiving.
I created an arx file (by the book) with a sample of 12 tickets.
When I import them (again, by the book), everything looks good -
the diary fields came over, all free form fields look okay, all information
visible, EXCEPT the case ID (unique identifier) did not come over.

The numbers started over at C0000001. Is there a way that I can
move the records from one form to the other, but keep the old ID number?

Thanks in advance, as always,

Joanne

Rebecca,

Thanks so much - that's what it was!

Joanne

>>> "Nguyen, Rebecca" 12/28/00 04:01PM >>>
Joanne,

You probably have your Import Tool preferences under Duplicate Request ID
checked to Generate New ID for all records. Check Reject Duplicate IDs
instead.

Rebecca

-----Original Message-----
From: Joanne Mansur [mailto:jmansur@MONTEFIORE.ORG]
Sent: Thursday, December 28, 2000 12:49 PM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Help with archiving


**

Listers,

I'm hoping someone can help me with this...

ARS 4.0.2 NT 4.0/SP5 SQL 7

I've created a copy of my CSG HelpDesk form for archiving.
I created an arx file (by the book) with a sample of 12 tickets.
When I import them (again, by the book), everything looks good -
the diary fields came over, all free form fields look okay, all information
visible, EXCEPT the case ID (unique identifier) did not come over.

The numbers started over at C0000001. Is there a way that I can
move the records from one form to the other, but keep the old ID number?

Thanks in advance, as always,

Joanne

Hi Joanne,

Here is what I do for archiving, assuming that:

a. I have one form called "Help Desk" and another identical one called
"Help Desk-Archive".
b. Records from the "Help Desk" that were closed (Status=Closed) for more
than 30 days will be archived

1. Create a filter that runs when the status is changed to closed (check for
'tr.status'="Closed") - this filter will add 30*24*60*60 (30 days) to the
current $TIMESTAMP$ and store the result in a variable let's say 'Archiving
Date', and this will be the date when the record should be archived.

2. Create an escalation that runs daily in the midnight (or whatever) that
checks if the 'Archiving Date' >= $TIMESTAMP$, and if so, set a flag
'Archive Now'="Yes"

3. Create a filter that executes if 'Archive Now'="Yes", which will do the
job of pushing fields from the "Help Desk" form to the "Help Desk-Archive"
form, and then set a flag 'Archived'="Yes"

4. If you need the 'Case ID' field to be the same, you need to run a direct
sql statement before doing the push. here it is:

update arschema set nextId=$Case ID$ where name="Help Desk-Archive"

5. If you need to delete the original record, create another escalation that
checks if 'Archived'="Yes" and if so, use (Application-Delete-Entry "Help
Desk" $Case ID$) to delete the record.

This will automate the archiving process and eliminate any manual efforts.

If you find this useful but you still need more information, please let me
know.

Best regards,

Ashraf Elrefaey
Remedy Consultant
Workflow Solutions Ltd
* Phone: +64 4 385 2885
* Cellular: +64 21 377523
* Fax: +64 4 385 2911
* E-Mail: mailto:refaey@workflow.co.nz
1 Webpage: http://www.workflow.co.nz

-----Original Message-----
From: Joanne Mansur [mailto:jmansur@MONTEFIORE.ORG]
Sent: Fri, 29 December 2000 09:49
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Help with archiving


**

Listers,

I'm hoping someone can help me with this...

ARS 4.0.2 NT 4.0/SP5 SQL 7

I've created a copy of my CSG HelpDesk form for archiving.
I created an arx file (by the book) with a sample of 12 tickets.
When I import them (again, by the book), everything looks good -
the diary fields came over, all free form fields look okay, all information
visible, EXCEPT the case ID (unique identifier) did not come over.

The numbers started over at C0000001. Is there a way that I can
move the records from one form to the other, but keep the old ID number?

Thanks in advance, as always,

Joanne

Thanks so much! And thanks to everyone who responded.
Joanne

>>> Ashraf Elrefaey 12/28/00 04:21PM >>>
**

Hi Joanne,

Here is what I do for archiving, assuming that:

a. I have one form called "Help Desk" and another identical one called
"Help Desk-Archive".
b. Records from the "Help Desk" that were closed (Status=Closed) for more
than 30 days will be archived

1. Create a filter that runs when the status is changed to closed (check for
'tr.status'="Closed") - this filter will add 30*24*60*60 (30 days) to the
current $TIMESTAMP$ and store the result in a variable let's say 'Archiving
Date', and this will be the date when the record should be archived.

2. Create an escalation that runs daily in the midnight (or whatever) that
checks if the 'Archiving Date' >= $TIMESTAMP$, and if so, set a flag
'Archive Now'="Yes"

3. Create a filter that executes if 'Archive Now'="Yes", which will do the
job of pushing fields from the "Help Desk" form to the "Help Desk-Archive"
form, and then set a flag 'Archived'="Yes"

4. If you need the 'Case ID' field to be the same, you need to run a direct
sql statement before doing the push. here it is:

update arschema set nextId=$Case ID$ where name="Help Desk-Archive"

5. If you need to delete the original record, create another escalation that
checks if 'Archived'="Yes" and if so, use (Application-Delete-Entry "Help
Desk" $Case ID$) to delete the record.

This will automate the archiving process and eliminate any manual efforts.

If you find this useful but you still need more information, please let me
know.

Best regards,

Ashraf Elrefaey
Remedy Consultant
Workflow Solutions Ltd
* Phone: +64 4 385 2885
* Cellular: +64 21 377523
* Fax: +64 4 385 2911
* E-Mail: mailto:refaey@workflow.co.nz
1 Webpage: http://www.workflow.co.nz

-----Original Message-----
From: Joanne Mansur [mailto:jmansur@MONTEFIORE.ORG]
Sent: Fri, 29 December 2000 09:49
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Help with archiving


**

Listers,

I'm hoping someone can help me with this...

ARS 4.0.2 NT 4.0/SP5 SQL 7

I've created a copy of my CSG HelpDesk form for archiving.
I created an arx file (by the book) with a sample of 12 tickets.
When I import them (again, by the book), everything looks good -
the diary fields came over, all free form fields look okay, all information
visible, EXCEPT the case ID (unique identifier) did not come over.

The numbers started over at C0000001. Is there a way that I can
move the records from one form to the other, but keep the old ID number?

Thanks in advance, as always,

Joanne