(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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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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(($TIMESTAMP$ - 'Date&Time') <= 7200). Since $TIMESTAMP$ will always be
larger than the value in a field, the current syntax will always return a
negative number (which is less than 7200), and therefore will always fire.

Rick Cook
OSS Remedy Consultant
AT&T Wireless Services
425-580-8139

> -----Original Message-----
> From: Black, Dulcy A. [SMTP:Dulcy_Black@DEN.INVESCO.COM]
> Sent: Tuesday, June 08, 1999 10:14 AM
> To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
> 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?
>
> --------------------------------------------------------------------------
> -
> To unsubscribe from this list, send mail to listserv@listserv.buffalo.edu
> with a body of "signoff arslist". The subject line is ignored.

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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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with a body of "signoff arslist". The subject line is ignored.

---------------------------------------------------------------------------
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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?
>
> --------------------------------------------------------------------------
> -
> To unsubscribe from this list, send mail to listserv@listserv.buffalo.edu
> with a body of "signoff arslist". The subject line is ignored.
>
> --------------------------------------------------------------------------
> -
> To unsubscribe from this list, send mail to listserv@listserv.buffalo.edu
> with a body of "signoff arslist". The subject line is ignored.
>
> --------------------------------------------------------------------------
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Everyone has been responding to you with the assumption that the 'Date&Time'
field is representing a event in the past (, i.e. when a call was created,
assigned, etc.) Is that not the case? What is the 'Date&Time' field in
your form?

If you are trying to check that the status is in a certain state, and the
date that it was created or changed to that state is greater than 2 hours,
then the information that others have sent you is correct.

Is that what you're trying to do?

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 11:39

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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with a body of "signoff arslist". The subject line is ignored.

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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?
>
> --------------------------------------------------------------------------
> -
> To unsubscribe from this list, send mail to listserv@listserv.buffalo.edu
> with a body of "signoff arslist". The subject line is ignored.
>
> --------------------------------------------------------------------------
> -
> To unsubscribe from this list, send mail to listserv@listserv.buffalo.edu
> with a body of "signoff arslist". The subject line is ignored.
>
> --------------------------------------------------------------------------
> -
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Sorry for the bum steer, I assumed (and I know what that makes me) that you
were comparing this to a date in the past. All you need to do to get what you
are looking for is to add a section to your run if that evaluates if the
'Date&Time' is greater than the $TIMESTAMP$. So:

(( 'Status' = "New") OR ( 'Status' = "Scheduled") OR ( 'Status' =
"Coordinating")) AND ( 'Date&Time' > $TIMESTAMP$) AND ( 'Date&Time' <=
($TIMESTAMP$ + 7200))

Should get you all of the tickets where the 'Date&Time' is somewhere between
now and two hours from now.

HTH,

Jim C





"Black, Dulcy A." on 06/08/99 12:29:34

Please respond to "Action Request System discussion list(ARSList)"


To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
cc: (bcc: James P Caruso/ETC/Deluxe Corporation)
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?
>
> --------------------------------------------------------------------------
> -
> To unsubscribe from this list, send mail to listserv@listserv.buffalo.edu
> with a body of "signoff arslist". The subject line is ignored.
>
> --------------------------------------------------------------------------
> -
> To unsubscribe from this list, send mail to listserv@listserv.buffalo.edu
> with a body of "signoff arslist". The subject line is ignored.
>
> --------------------------------------------------------------------------
> -
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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?
> >
> >
> --------------------------------------------------------------------------
> > -
> > To unsubscribe from this list, send mail to
> listserv@listserv.buffalo.edu
> > with a body of "signoff arslist". The subject line is ignored.
> >
> >
> --------------------------------------------------------------------------
> > -
> > To unsubscribe from this list, send mail to
> listserv@listserv.buffalo.edu
> > with a body of "signoff arslist". The subject line is ignored.
> >
> >
> --------------------------------------------------------------------------
> > -
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> listserv@listserv.buffalo.edu
> > with a body of "signoff arslist". The subject line is ignored.
>
> --------------------------------------------------------------------------
> -
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> with a body of "signoff arslist". The subject line is ignored.
>
> --------------------------------------------------------------------------
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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?
> >
> >
> --------------------------------------------------------------------------
> > -
> > To unsubscribe from this list, send mail to
> listserv@listserv.buffalo.edu
> > with a body of "signoff arslist". The subject line is ignored.
> >
> >
> --------------------------------------------------------------------------
> > -
> > To unsubscribe from this list, send mail to
> listserv@listserv.buffalo.edu
> > with a body of "signoff arslist". The subject line is ignored.
> >
> >
> --------------------------------------------------------------------------
> > -
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> listserv@listserv.buffalo.edu
> > with a body of "signoff arslist". The subject line is ignored.
>
> --------------------------------------------------------------------------
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hours prior to the value in $Date&Time$, you want a notification to be sent.
Is that right?

Also, on what intervals are you running this, and is $Date&Time$ a Character
field or a Date/Time field?

Rick

> -----Original Message-----
> From: Black, Dulcy A. [SMTP:Dulcy_Black@DEN.INVESCO.COM]
> Sent: Tuesday, 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?
> >
> >
> --------------------------------------------------------------------------
> > -
> > To unsubscribe from this list, send mail to
> listserv@listserv.buffalo.edu
> > with a body of "signoff arslist". The subject line is ignored.
> >
> >
> --------------------------------------------------------------------------
> > -
> > To unsubscribe from this list, send mail to
> listserv@listserv.buffalo.edu
> > with a body of "signoff arslist". The subject line is ignored.
> >
> >
> --------------------------------------------------------------------------
> > -
> > To unsubscribe from this list, send mail to
> listserv@listserv.buffalo.edu
> > with a body of "signoff arslist". The subject line is ignored.
>
> --------------------------------------------------------------------------
> -
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> with a body of "signoff arslist". The subject line is ignored.
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---------------------------------------------------------------------------
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is running every hour on the hour. If it's checking for tickets two hours
before they're due, I realize that the person may be notified twice (which
is fine).

-----Original Message-----
From: Cook, Rick [mailto:rick.cook@ATTWS.COM]
Sent: June 08, 1999 2:01 PM
To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
Subject: Re: Escalation Qualification ....HELP!


OK, so what you have is a kind of tickler file...when the ticket reaches 2
hours prior to the value in $Date&Time$, you want a notification to be sent.
Is that right?

Also, on what intervals are you running this, and is $Date&Time$ a Character
field or a Date/Time field?

Rick

> -----Original Message-----
> From: Black, Dulcy A. [SMTP:Dulcy_Black@DEN.INVESCO.COM]
> Sent: Tuesday, 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?
> >
> >
> --------------------------------------------------------------------------
> > -
> > To unsubscribe from this list, send mail to
> listserv@listserv.buffalo.edu
> > with a body of "signoff arslist". The subject line is ignored.
> >
> >
> --------------------------------------------------------------------------
> > -
> > To unsubscribe from this list, send mail to
> listserv@listserv.buffalo.edu
> > with a body of "signoff arslist". The subject line is ignored.
> >
> >
> --------------------------------------------------------------------------
> > -
> > To unsubscribe from this list, send mail to
> listserv@listserv.buffalo.edu
> > with a body of "signoff arslist". The subject line is ignored.
>
> --------------------------------------------------------------------------
> -
> To unsubscribe from this list, send mail to listserv@listserv.buffalo.edu
> with a body of "signoff arslist". The subject line is ignored.
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> --------------------------------------------------------------------------
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---------------------------------------------------------------------------
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Ahhh...

So what you need to compare is that ( 'Date&Time' <= ($TIMESTAMP$ + 7200).

David
----------
From: Black, Dulcy A.
To: 'Kirkpatrick, David:CO IR'
Subject: RE: Escalation Qualification ....HELP!
Date: 08 June, 1999 11:59

The Date&Time field is used to "schedule" a video teleconference (which is
in the future). I want to do a check against this BEFORE it actually
happens so that I can page the people responsible for setting this up.
SO....my date/time field is in the future, not the past.

-----Original Message-----
From: Kirkpatrick, David:CO IR [mailto:DKirkpat@LHS.ORG]
Sent: June 08, 1999 12:53 PM
To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU; Black, Dulcy A.
Subject: Re: Escalation Qualification ....HELP!


Dulcy,

Everyone has been responding to you with the assumption that the 'Date&Time'
field is representing a event in the past (, i.e. when a call was created,
assigned, etc.) Is that not the case? What is the 'Date&Time' field in
your form?

If you are trying to check that the status is in a certain state, and the
date that it was created or changed to that state is greater than 2 hours,
then the information that others have sent you is correct.

Is that what you're trying to do?

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 11:39

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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Is the escalation running prior to the time it should or does it continue
running after the time has elapsed or both?

> -----Original Message-----
> From: Black, Dulcy A. [SMTP:Dulcy_Black@DEN.INVESCO.COM]
> Sent: June 08, 1999 1:06 PM
> To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
> Subject: Re: Escalation Qualification ....HELP!
>
> The 'Date&Time' field is a date/time field (not character). The
> escalation
> is running every hour on the hour. If it's checking for tickets two hours
> before they're due, I realize that the person may be notified twice (which
> is fine).
>
> -----Original Message-----
> From: Cook, Rick [mailto:rick.cook@ATTWS.COM]
> Sent: June 08, 1999 2:01 PM
> To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
> Subject: Re: Escalation Qualification ....HELP!
>
>
> OK, so what you have is a kind of tickler file...when the ticket reaches 2
> hours prior to the value in $Date&Time$, you want a notification to be
> sent.
> Is that right?
>
> Also, on what intervals are you running this, and is $Date&Time$ a
> Character
> field or a Date/Time field?
>
> Rick
>
> > -----Original Message-----
> > From: Black, Dulcy A. [SMTP:Dulcy_Black@DEN.INVESCO.COM]
> > Sent: Tuesday, 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?
> > >
> > >
> >
> --------------------------------------------------------------------------
> > > -
> > > To unsubscribe from this list, send mail to
> > listserv@listserv.buffalo.edu
> > > with a body of "signoff arslist". The subject line is ignored.
> > >
> > >
> >
> --------------------------------------------------------------------------
> > > -
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> > listserv@listserv.buffalo.edu
> > > with a body of "signoff arslist". The subject line is ignored.
> > >
> > >
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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?
> > >
> > >
> >
> --------------------------------------------------------------------------
> > > -
> > > To unsubscribe from this list, send mail to
> > listserv@listserv.buffalo.edu
> > > with a body of "signoff arslist". The subject line is ignored.
> > >
> > >
> >
> --------------------------------------------------------------------------
> > > -
> > > To unsubscribe from this list, send mail to
> > listserv@listserv.buffalo.edu
> > > with a body of "signoff arslist". The subject line is ignored.
> > >
> > >
> >
> --------------------------------------------------------------------------
> > > -
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> > listserv@listserv.buffalo.edu
> > > with a body of "signoff arslist". The subject line is ignored.
> >
> >
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> >
> >
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> ------------------------------------------------------------------
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string, shouldn't it be compared to another character string, such as would
be in a character field?

Rick

> -----Original Message-----
> From: Black, Dulcy A. [SMTP:Dulcy_Black@DEN.INVESCO.COM]
> Sent: Tuesday, June 08, 1999 1:06 PM
> To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
> Subject: Re: Escalation Qualification ....HELP!
>
> The 'Date&Time' field is a date/time field (not character). The
> escalation
> is running every hour on the hour. If it's checking for tickets two hours
> before they're due, I realize that the person may be notified twice (which
> is fine).
>
> -----Original Message-----
> From: Cook, Rick [mailto:rick.cook@ATTWS.COM]
> Sent: June 08, 1999 2:01 PM
> To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
> Subject: Re: Escalation Qualification ....HELP!
>
>
> OK, so what you have is a kind of tickler file...when the ticket reaches 2
> hours prior to the value in $Date&Time$, you want a notification to be
> sent.
> Is that right?
>
> Also, on what intervals are you running this, and is $Date&Time$ a
> Character
> field or a Date/Time field?
>
> Rick
>
> > -----Original Message-----
> > From: Black, Dulcy A. [SMTP:Dulcy_Black@DEN.INVESCO.COM]
> > Sent: Tuesday, 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?
> > >
> > >
> >
> --------------------------------------------------------------------------
> > > -
> > > To unsubscribe from this list, send mail to
> > listserv@listserv.buffalo.edu
> > > with a body of "signoff arslist". The subject line is ignored.
> > >
> > >
> >
> --------------------------------------------------------------------------
> > > -
> > > To unsubscribe from this list, send mail to
> > listserv@listserv.buffalo.edu
> > > with a body of "signoff arslist". The subject line is ignored.
> > >
> > >
> >
> --------------------------------------------------------------------------
> > > -
> > > To unsubscribe from this list, send mail to
> > listserv@listserv.buffalo.edu
> > > with a body of "signoff arslist". The subject line is ignored.
> >
> >
> --------------------------------------------------------------------------
> > -
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> > with a body of "signoff arslist". The subject line is ignored.
> >
> >
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> > with a body of "signoff arslist". The subject line is ignored.
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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?
> > >
> > >
> >
> --------------------------------------------------------------------------
> > > -
> > > To unsubscribe from this list, send mail to
> > listserv@listserv.buffalo.edu
> > > with a body of "signoff arslist". The subject line is ignored.
> > >
> > >
> >
> --------------------------------------------------------------------------
> > > -
> > > To unsubscribe from this list, send mail to
> > listserv@listserv.buffalo.edu
> > > with a body of "signoff arslist". The subject line is ignored.
> > >
> > >
> >
> --------------------------------------------------------------------------
> > > -
> > > To unsubscribe from this list, send mail to
> > listserv@listserv.buffalo.edu
> > > with a body of "signoff arslist". The subject line is ignored.
> >
> >
> --------------------------------------------------------------------------
> > -
> > To unsubscribe from this list, send mail to
> listserv@listserv.buffalo.edu
> > with a body of "signoff arslist". The subject line is ignored.
> >
> >
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> > with a body of "signoff arslist". The subject line is ignored.
>
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has passed....it's ok that there is no flag set to indicate that the
escalation has run for that ticket.

-----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?
> > >
> > >
> >
> --------------------------------------------------------------------------
> > > -
> > > To unsubscribe from this list, send mail to
> > listserv@listserv.buffalo.edu
> > > with a body of "signoff arslist". The subject line is ignored.
> > >
> > >
> >
> --------------------------------------------------------------------------
> > > -
> > > To unsubscribe from this list, send mail to
> > listserv@listserv.buffalo.edu
> > > with a body of "signoff arslist". The subject line is ignored.
> > >
> > >
> >
> --------------------------------------------------------------------------
> > > -
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> > listserv@listserv.buffalo.edu
> > > with a body of "signoff arslist". The subject line is ignored.
> >
> >
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ticket that is considered "open" (new, coordinating, or scheduled).

-----Original Message-----
From: Woyton, Chris [mailto:CWoyton@PINACOR.COM]
Sent: June 08, 1999 2:14 PM
To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
Subject: Re: Escalation Qualification ....HELP!


Dulcy,

Is the escalation running prior to the time it should or does it continue
running after the time has elapsed or both?

> -----Original Message-----
> From: Black, Dulcy A. [SMTP:Dulcy_Black@DEN.INVESCO.COM]
> Sent: June 08, 1999 1:06 PM
> To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
> Subject: Re: Escalation Qualification ....HELP!
>
> The 'Date&Time' field is a date/time field (not character). The
> escalation
> is running every hour on the hour. If it's checking for tickets two hours
> before they're due, I realize that the person may be notified twice (which
> is fine).
>
> -----Original Message-----
> From: Cook, Rick [mailto:rick.cook@ATTWS.COM]
> Sent: June 08, 1999 2:01 PM
> To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
> Subject: Re: Escalation Qualification ....HELP!
>
>
> OK, so what you have is a kind of tickler file...when the ticket reaches 2
> hours prior to the value in $Date&Time$, you want a notification to be
> sent.
> Is that right?
>
> Also, on what intervals are you running this, and is $Date&Time$ a
> Character
> field or a Date/Time field?
>
> Rick
>
> > -----Original Message-----
> > From: Black, Dulcy A. [SMTP:Dulcy_Black@DEN.INVESCO.COM]
> > Sent: Tuesday, 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?
> > >
> > >
> >
> --------------------------------------------------------------------------
> > > -
> > > To unsubscribe from this list, send mail to
> > listserv@listserv.buffalo.edu
> > > with a body of "signoff arslist". The subject line is ignored.
> > >
> > >
> >
> --------------------------------------------------------------------------
> > > -
> > > To unsubscribe from this list, send mail to
> > listserv@listserv.buffalo.edu
> > > with a body of "signoff arslist". The subject line is ignored.
> > >
> > >
> >
> --------------------------------------------------------------------------
> > > -
> > > To unsubscribe from this list, send mail to
> > listserv@listserv.buffalo.edu
> > > with a body of "signoff arslist". The subject line is ignored.
> >
> >
> --------------------------------------------------------------------------
> > -
> > To unsubscribe from this list, send mail to
> listserv@listserv.buffalo.edu
> > with a body of "signoff arslist". The subject line is ignored.
> >
> >
> --------------------------------------------------------------------------
> > -
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> listserv@listserv.buffalo.edu
> > with a body of "signoff arslist". The subject line is ignored.
>
> --------------------------------------------------------------------------
> -
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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?
> > >
> > >
> >
> --------------------------------------------------------------------------
> > > -
> > > To unsubscribe from this list, send mail to
> > listserv@listserv.buffalo.edu
> > > with a body of "signoff arslist". The subject line is ignored.
> > >
> > >
> >
> --------------------------------------------------------------------------
> > > -
> > > To unsubscribe from this list, send mail to
> > listserv@listserv.buffalo.edu
> > > with a body of "signoff arslist". The subject line is ignored.
> > >
> > >
> >
> --------------------------------------------------------------------------
> > > -
> > > To unsubscribe from this list, send mail to
> > listserv@listserv.buffalo.edu
> > > with a body of "signoff arslist". The subject line is ignored.
> >
> >
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I have a solution....Use a PalmPilot...I'm kidding of course..But wait a minute.
Wouldn't it be a nice feature for the Remedy Palm Link software to use a
"Scheduled Date" on the form to automatically set an appointment with an alarm
on the PalmPilot's calendar? Boy where did that come from? Hmm.....

Jim Caruso's solution should work for you. The solution below will fire all
the time, after the time has passed, because the value in the Date&Time field
will only be valid for one-second in time.

Example: Date&time = 06/08/99 03:45:01 PM....Let's assume three hours have
passed.
Later Today:
06/08/99 03:45:01 PM <= (06/08/99 06:45:01 PM + 2 hours)
06/08/99 03:45:01 PM <= 06/08/99 08:45:01 PM = TRUE

Then next week:
06/08/99 03:45:01 PM <= 06/15/99 06:45:01 PM + 2 hours
06/08/99 03:45:01 PM <= 06/15/99 08:45:01 PM = TRUE

You get the drift...it will fire every hour until the status changes. Was that
the desired effect?
One more tip that someone gave earlier, always try to perform date calculations
on the keywords, instead of the field. Can't take the credit for that; it came
from Performance, Tuning and Troubleshooting class.

Anyway, here's the one that works, again.
(( 'Status' = "New") OR ( 'Status' = "Scheduled") OR ( 'Status' =
"Coordinating")) AND (('Date&Time' > $TIMESTAMP$) AND ('Date&Time'
<=$TIMESTAMP$ +7200))

Good Luck to you and sorry 'bout the long note.
Chelle


Dulcy,

Ahhh...

So what you need to compare is that ( 'Date&Time' <= ($TIMESTAMP$ + 7200).

David
----------
Subject: RE: Escalation Qualification ....HELP!
Date: 08 June, 1999 11:59

The Date&Time field is used to "schedule" a video teleconference (which is
in the future). I want to do a check against this BEFORE it actually
happens so that I can page the people responsible for setting this up.
SO....my date/time field is in the future, not the past.





"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?

---------------------------------------------------------------------------
To unsubscribe from this list, send mail to listserv@listserv.buffalo.edu
with a body of "signoff arslist". The subject line is ignored.

'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?
> > >
> > >
> >
> --------------------------------------------------------------------------
> > > -
> > > To unsubscribe from this list, send mail to
> > listserv@listserv.buffalo.edu
> > > with a body of "signoff arslist". The subject line is ignored.
> > >
> > >
> >
> --------------------------------------------------------------------------
> > > -
> > > To unsubscribe from this list, send mail to
> > listserv@listserv.buffalo.edu
> > > with a body of "signoff arslist". The subject line is ignored.
> > >
> > >
> >
> --------------------------------------------------------------------------
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> > listserv@listserv.buffalo.edu
> > > with a body of "signoff arslist". The subject line is ignored.
> >
> >
> --------------------------------------------------------------------------
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> > with a body of "signoff arslist". The subject line is ignored.
> >
> >
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> > -
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> listserv@listserv.buffalo.edu
> > with a body of "signoff arslist". The subject line is ignored.
>
> ------------------------------------------------------------------
> ---------
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> with a body of "signoff arslist". The subject line is ignored.
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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?
> > >
> > >
> >
> --------------------------------------------------------------------------
> > > -
> > > To unsubscribe from this list, send mail to
> > listserv@listserv.buffalo.edu
> > > with a body of "signoff arslist". The subject line is ignored.
> > >
> > >
> >
> --------------------------------------------------------------------------
> > > -
> > > To unsubscribe from this list, send mail to
> > listserv@listserv.buffalo.edu
> > > with a body of "signoff arslist". The subject line is ignored.
> > >
> > >
> >
> --------------------------------------------------------------------------
> > > -
> > > To unsubscribe from this list, send mail to
> > listserv@listserv.buffalo.edu
> > > with a body of "signoff arslist". The subject line is ignored.
> >
> >
> --------------------------------------------------------------------------
> > -
> > To unsubscribe from this list, send mail to
> listserv@listserv.buffalo.edu
> > with a body of "signoff arslist". The subject line is ignored.
> >
> >
> --------------------------------------------------------------------------
> > -
> > To unsubscribe from this list, send mail to
> listserv@listserv.buffalo.edu
> > with a body of "signoff arslist". The subject line is ignored.
>
> ------------------------------------------------------------------
> ---------
> To unsubscribe from this list, send mail to listserv@listserv.buffalo.edu
> with a body of "signoff arslist". The subject line is ignored.
>
> ------------------------------------------------------------------
> ---------
> To unsubscribe from this list, send mail to listserv@listserv.buffalo.edu
> with a body of "signoff arslist". The subject line is ignored.
>

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