Rick, everyone...

So I've been reading the threads about some of the new support headaches
and biting my tounge. I can't hold back any longer. :-/

Check this one out.

My question:

I notice that when a 'Default Web Path' is specified in the admin tool,
notifications that include a shortcut attached also include a URL. Is
there any facility for customizing this URL? Example: Adding an
application tag, moving it to the end of the message instead of the
beginning...

The responses:

1) Received your issue. I have been review KB for any info on this and so
far I have found nothing.
I will let you know.

2) About your ticket 801561, unable to find any KB for this subject.
Will continue to research.
Can you provide me with the exact version (and patch number, if any)
information regarding the ARS server you are using.you can find answers to
the question below:

The exact version of ARS "server" is accurately determined by opening
the Remedy ADMINISTRATOR tool, selecting your server, then selecting the
"File" menu, then selecting "Server Information...", then selecting the
"Platform" tab. What version of Action Request System (ARS) server (and
patch number, if any) are you using?

Please provide me with the above information; I look forward to your reply.

3) I did find this KB,
There is no way to create customize view in Midtier. Only can suggest to
create another web view in Admin Tool then deploy
Are you using Help Desk?



AAARGH.

-tony

Sounds like, due to the broken English, you may have gotten one of the overseas centers. The folks at the California center know most of us regulars, and so probably ask fewer basic questions of us - at least in theory... The folks in the other worldwide centers probably don't know most of us from Adam.

Rick

There are no stupid questions, but there are a LOT of inquisitive idiots.

-----Original Message-----
From: Tony Worthington [mailto:TonyWorthington@NOTES.NTRS.COM]
Sent: Tue 12/30/2003 7:55 AM
To: ARSLIST@ARSLIST.ORG
Cc:
Subject: Remedy Support - grrr



Rick, everyone...

So I've been reading the threads about some of the new support headaches
and biting my tounge. I can't hold back any longer. :-/

Check this one out.

My question:

I notice that when a 'Default Web Path' is specified in the admin tool,
notifications that include a shortcut attached also include a URL. Is
there any facility for customizing this URL? Example: Adding an
application tag, moving it to the end of the message instead of the
beginning...

The responses:

1) Received your issue. I have been review KB for any info on this and so
far I have found nothing.
I will let you know.

2) About your ticket 801561, unable to find any KB for this subject.
Will continue to research.
Can you provide me with the exact version (and patch number, if any)
information regarding the ARS server you are using.you can find answers to
the question below:

The exact version of ARS "server" is accurately determined by opening
the Remedy ADMINISTRATOR tool, selecting your server, then selecting the
"File" menu, then selecting "Server Information...", then selecting the
"Platform" tab. What version of Action Request System (ARS) server (and
patch number, if any) are you using?

Please provide me with the above information; I look forward to your reply.

3) I did find this KB,
There is no way to create customize view in Midtier. Only can suggest to
create another web view in Admin Tool then deploy
Are you using Help Desk?



AAARGH.

-tony

Hi Tony (from the adjacent cube!),

Just an observation for the powers-that-be at BMC...

If the answer is available in the on-line knowledge base most regular
ARSLIST readers wouldn't even think of bothering Remedy Support with the
question in the first place.

It implicit that supporting Remedy programmers is NOT a trivial or clerical
or routine task, and that when people on this list call for support they
need some level of higher expertise - not somebody who can look it up in
the same manual or web page we already have available. Hardly anything we
do here is simple, ordinary or predictable.

Most of my support call experiences have had a positive outcome, and
several have become patches and features :-). Let's hope your ticket's just
in the hands of a new crew member who has recently escaped from Redmond!


Doug Blair
Remedy Skilled Professional

via wireless PDA
Sent with SnapperMail
www.snappermail.com

...... Original Message .......
On Tue, 30 Dec 2003 09:55:45 -0600 Tony Worthington
wrote:
>Rick, everyone...
>
>So I've been reading the threads about some of the new support headaches
>and biting my tounge. I can't hold back any longer. :-/
>
>Check this one out.
>
>My question:
>
>I notice that when a 'Default Web Path' is specified in the admin tool,
>notifications that include a shortcut attached also include a URL. Is
>there any facility for customizing this URL? Example: Adding an
>application tag, moving it to the end of the message instead of the
>beginning...
>
>The responses:
>
>1) Received your issue. I have been review KB for any info on this and so
>far I have found nothing.
>I will let you know.
>
>2) About your ticket 801561, unable to find any KB for this subject.
>Will continue to research.
>Can you provide me with the exact version (and patch number, if any)
>information regarding the ARS server you are using.you can find answers to
>the question below:
>
>The exact version of ARS "server" is accurately determined by opening
>the Remedy ADMINISTRATOR tool, selecting your server, then selecting the
>"File" menu, then selecting "Server Information...", then selecting the
>"Platform" tab. What version of Action Request System (ARS) server (and
>patch number, if any) are you using?
>
>Please provide me with the above information; I look forward to your reply.
>
>3) I did find this KB,
>There is no way to create customize view in Midtier. Only can suggest to
>create another web view in Admin Tool then deploy
>Are you using Help Desk?
>
>
>
>AAARGH.
>
>-tony
>
>
>UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org (Support:
mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT SERVICES at
www.QMXS.com
>

IMHO, this is something that we are going to probably going to be seeing
more and more of this as time goes on. As pointed out in a previous thread,
support is moving out of the US which will make communication more
difficult.

Roger A. Nall
T-Mobile USA
OSSNMS Remedy Administrator/Developer
Desk -973-644-3963
PCS-973-652-6723
Fax -973-490-3296

-----Original Message-----
From: Rick Cook [mailto:rcook@DENALIAI.COM]
Sent: Tuesday, December 30, 2003 11:23 AM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Remedy Support - grrr

Sounds like, due to the broken English, you may have gotten one of the
overseas centers. The folks at the California center know most of us
regulars, and so probably ask fewer basic questions of us - at least in
theory... The folks in the other worldwide centers probably don't know most
of us from Adam.

Rick

There are no stupid questions, but there are a LOT of inquisitive idiots.

-----Original Message-----
From: Tony Worthington [mailto:TonyWorthington@NOTES.NTRS.COM]
Sent: Tue 12/30/2003 7:55 AM
To: ARSLIST@ARSLIST.ORG
Cc:
Subject: Remedy Support - grrr



Rick, everyone...

So I've been reading the threads about some of the new support
headaches
and biting my tounge. I can't hold back any longer. :-/

Check this one out.

My question:

I notice that when a 'Default Web Path' is specified in the admin
tool,
notifications that include a shortcut attached also include a URL.
Is
there any facility for customizing this URL? Example: Adding an
application tag, moving it to the end of the message instead of the
beginning...

The responses:

1) Received your issue. I have been review KB for any info on this
and so
far I have found nothing.
I will let you know.

2) About your ticket 801561, unable to find any KB for this
subject.
Will continue to research.
Can you provide me with the exact version (and patch number, if any)
information regarding the ARS server you are using.you can find
answers to
the question below:

The exact version of ARS "server" is accurately determined by
opening
the Remedy ADMINISTRATOR tool, selecting your server, then selecting
the
"File" menu, then selecting "Server Information...", then selecting
the
"Platform" tab. What version of Action Request System (ARS) server
(and
patch number, if any) are you using?

Please provide me with the above information; I look forward to your
reply.

3) I did find this KB,
There is no way to create customize view in Midtier. Only can
suggest to
create another web view in Admin Tool then deploy
Are you using Help Desk?



AAARGH.

-tony




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