the way I want to. Just for reference, here is the qualification I ended up
using:
('Status' <= "Scheduled") AND ( 'Date&Time' <= ($TIMESTAMP$ + 7200)) AND
('Date&Time' > $TIMESTAMP$)
Thanks again to everyone who responded!!!
-----Original Message-----
From: Kirkpatrick, David:CO IR [mailto:DKirkpat@LHS.ORG]
Sent: June 08, 1999 3:57 PM
To: arlist; Black, Dulcy A.
Subject: RE: Escalation Qualification ....HELP!
Hmmm...well that doesn't make any sense. What do you get when you try just
'Date&Time' > $TIMESTAMP$ and not ('Date&Time' <= ($TIMESTAMP$ + 7200).
Just to see.
Sorry, thinking in writing here...
- With ('Date&Time' <= ($TIMESTAMP$ + 7200) you get the 6/8/99 3:25:00 PM
and the 2:10:00 PM requests. (6/8/99 3:25:00 PM <= 6/8/99 2:30:00PM + 2hrs)
or 6/8/99 4:30PM. O.K., that's right.
- With ('Date&Time' <= ($TIMESTAMP$ + 7200)) AND ('Date&Time' >
$TIMESTAMP$) you get nothing. (6/8/99 3:25:00 PM <= 6/8/99 2:30:00PM + 2hrs)
AND (6/8/99 3:25:00 PM>2:30:00PM).
I'm baffled. The above should find the 3:25PM request, but not the 2:10PM
request.
What's the exact syntax that you used in the search criteria?
David Kirkpatrick
Legacy Health System
Portland, OR USA
503.415.5826 (Voice)
503.415.5126 (FAX)
dkirkpat@lhs.org
----------
From: Black, Dulcy A.
To: 'Kirkpatrick, David:CO IR'
Subject: RE: Escalation Qualification ....HELP!
Date: 08 June, 1999 14:29
Not thinking when I said the results didn't return stuff for
tomorrow....you're right, I don't want to see that. Next, when I add your
qualification in, I don't get any matching entries. I think I should still
get the one set up for 3:25.
I've been working on this so long....I'm confusing myself.
-----Original Message-----
From: Kirkpatrick, David:CO IR [mailto:DKirkpat@LHS.ORG]
Sent: June 08, 1999 3:17 PM
To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU; Black, Dulcy A.
Subject: Re: Escalation Qualification ....HELP!
Dulcy,
It is correct, but now you need to add ( 'Date&Time' > $TIMESTAMP$) if you
want don't want it to check for requests that have already passed that date.
If you do want it to keep paging people even though the time has past, then
leave it in and after they move the status past "Scheduled", it won't run
anymore. Of course you'll need to decide based on whatever business rules
you want to enforce.
As for not finding any tickets for tomorrow, well you don't want it to, do
you? I thought you wanted it to check for reqeusts within the next two
hours. If that's the case, then you have it set up correctly now.
Yes-No?
David Kirkpatrick
Legacy Health System
Portland, OR USA
503.415.5826 (Voice)
503.415.5126 (FAX)
dkirkpat@lhs.org
----------
From: Black, Dulcy A.
To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
Subject: Re: Escalation Qualification ....HELP!
Date: 08 June, 1999 14:05
OK! I've tried putting in the following criteria (after changing it a bit
from my original e-mail) in the user tool to see what records are returned:
( 'Status' <= "Scheduled") AND ('Date&Time' <= ($TIMESTAMP$ + 7200))
There are two entries returned. One actually fits the qualification (the
date/time is 6/8/99 3:25:00 PM) and the other does not (date/time is 6/8/99
2:10:00 PM). I ran this query at about 2:40 so the 3:25 ticket should have
been found, but not the 2:10 one since it has already passed. It also did
not find ANY tickets that had tomorrow as the date (which there are tickets
out there).
Any other suggestions?
-----Original Message-----
From: Tommy Nijem [mailto:tnijem@AR-EXPERTS.COM]
Sent: June 08, 1999 2:16 PM
To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
Subject: Re: Escalation Qualification ....HELP!
Dulcy, this is something I do as a "sanity check" in these situations.
Open a query schema/search form, put your escalation criteria in the search
bar and see what records are returned.
Does the escalation set some field on matching tickets so that the next time
the escalation runs the same tickets won't match the escalation criteria?
Should it? Your example qualification didn't seem to be looking for tickets
that have already been processed once....
Let me know what happens when you run the Escalation criteria from a search
window in the User Tool.
HTH
Tommy Nijem
Senior Developer
AR Experts
(404) 386-6453
(678) 461-3823 fax
tnijem@ar-experts.com
> -----Original Message-----
> From: Action Request System discussion list(ARSList)
> [mailto:ARSLIST@LISTSERV.ACSU.BUFFALO.EDU]On Behalf Of Black, Dulcy A.
> Sent: 6/8/99 3:59 PM
> To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
> Subject: Re: Escalation Qualification ....HELP!
>
>
> There is actually a check to see that the time portion isn't like
> "12:00:00
> AM" and if so, it displays an error message telling them to input the
> correct time. They are populating the field via the drop down
> calendar, so
> the format would be mm/dd/yy hh:mm:ss AM.
>
> -----Original Message-----
> From: Woyton, Chris [mailto:CWoyton@PINACOR.COM]
> Sent: June 08, 1999 1:57 PM
> To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
> Subject: Re: Escalation Qualification ....HELP!
>
>
> Ahhhh....here's an idea...
>
> Are your customers entering the date in mm/dd/yy hh:mm:ss format? If they
> supply just the date, Remedy will assume 12:00 AM on that date.
> It could be
> causing miscalculations with the time.
>
> Perhaps?
>
> -Chris
> > -----Original Message-----
> > From: Black, Dulcy A. [SMTP:Dulcy_Black@DEN.INVESCO.COM]
> > Sent: June 08, 1999 12:30 PM
> > To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
> > Subject: Re: Escalation Qualification ....HELP!
> >
> > This Date&Time field is NOT automatically populated by the database. It
> > is
> > a date the user would put in upon submission of a ticket. The date and
> > time
> > can be anywhere in the future.
> >
> > -----Original Message-----
> > From: Woyton, Chris [mailto:CWoyton@PINACOR.COM]
> > Sent: June 08, 1999 12:52 PM
> > To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
> > Subject: Re: Escalation Qualification ....HELP!
> >
> >
> > Dulcy,
> >
> > If you're referring to a field set by the database, then the 'Date&Time'
> > field has already been set when you compare against it, thus,
> it is in the
> > past.
> >
> > $TIMESTAMP$ is the time on the server when the escalation performs its
> > comparison so it is larger than (future to) the 'Date&Time' field.
> >
> > Does that make any more sense?
> >
> > -Chris
> >
> >
> >
> > > -----Original Message-----
> > > From: Black, Dulcy A. [SMTP:Dulcy_Black@DEN.INVESCO.COM]
> > > Sent: June 08, 1999 11:40 AM
> > > To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
> > > Subject: Re: Escalation Qualification ....HELP!
> > >
> > > I thought that $TIMESTAMP$ is now, and the 'Date&Time' field is always
> > in
> > > the future (which would seem like it would be a bigger integer value),
> > so
> > > that $TIMESTAMP$ would be less than the 'Date&Time' field
> instead of the
> > > other way around. What am I missing with this logic?
> > >
> > > -----Original Message-----
> > > From: Jim Caruso [mailto:James_P_Caruso@ETCSCAN.COM]
> > > Sent: June 08, 1999 11:21 AM
> > > To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
> > > Subject: Re: Escalation Qualification ....HELP!
> > >
> > >
> > > Dulcy,
> > >
> > > a couple of things...
> > >
> > > 1.) You are generating negative numbers because your timestamp is
> > greater
> > > than
> > > your date time field.
> > > 2.) Generally, you would want to subtract the off set from
> you timestamp
> > > and
> > > then do a >= evaluation versus the date time field as it is more
> > > efficient...
> > > so try this one:
> > >
> > > (( 'Status' = "New") OR ( 'Status' = "Scheduled") OR ( 'Status' =
> > > "Coordinating")) AND ( 'Date&Time' >= ($TIMESTAMP$ - 7200))
> > >
> > > :)
> > >
> > > Jim C
> > >
> > >
> > >
> > >
> > >
> > > "Black, Dulcy A." on 06/08/99 10:13:54
> > >
> > > Please respond to "Action Request System discussion list(ARSList)"
> > >
> > >
> > > To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
> > > cc: (bcc: James P Caruso/ETC/Deluxe Corporation)
> > > Subject: Escalation Qualification ....HELP!
> > >
> > >
> > >
> > >
> > > I am trying to create an escalation that performs a run process action
> > > (which works) but it appears that my qualification is the part that is
> > not
> > > working. I want it to check a date/time field against the
> time now and
> > if
> > > the difference is two hours or less and the status is any one of three
> > > states, to do the run process. Here's what I'm using:
> > >
> > > (( 'Status' = "New") OR ( 'Status' = "Scheduled") OR ( 'Status' =
> > > "Coordinating")) AND (( 'Date&Time' - $TIMESTAMP$) <= 7200)
> > >
> > > This appears to be running at every time interval, regardless of the
> > time
> > > portion of the qualification (the status part seems to work). Can
> > anyone
> > > see what I'm doing wrong?
> > >
> > >
> >
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