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Admin. Guide Vol. 2 - NC State Remedy Implementation

Admin. Guide Vol. 2 - NC State Remedy Implementation

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advanced search barapplicationapplicationprogramminginterface (API)The row of buttons, Search Criteria field, and Fields menulist that appears at the bottom of the Remedy User Detailspane when the user clicks the Advanced button. You can usethis bar to specify complex search criteria.A group of forms (and associated workflow) that arecollected by an administrator and that are related to aparticular business function, for example, Employee Care orHelp Desk. An application is also a server object in RemedyAdministrator.A set of functions that provides application programmerswith access to the full functionality of a product. TheAR System API is documented in the Action Request SystemProgrammer’s Guide.AR System client ■ The subset of AR System software necessary to enableusers to access an AR System server on the networkfrom a local workstation. The AR System client toolsare Remedy Administrator, Remedy User, RemedyImport, and Remedy Notifier.■ The hardware running the AR System client software.AR System server ■ The full set of AR System software, including the ARSystem server processes and fast, list, and escalationserver processes. When installed on a workstation onthe network, the server software provides access tothe full feature set of the AR System and can beaccessed by UNIX workstations or 32-bit WindowsPCs on the network that are running the AR Systemclient software.■ The hardware running the AR System serversoftware.assigneeAssignee groupThe person assigned responsibility for resolving a request.One of several special access control groups that theAR System provides. Users automatically belong to thisimplicit group for requests for which they have beenassigned responsibility (that is, their name is in theAssigned-to field). See also Assignee Group group,Submitter group.Glossary-2 Action Request System Administrator’s Guide, Volume 2

Assignee Group groupattachmentbuttoncharacter data typecharacter menuclientcommand-line optioncontainercontrol data typecontrol panelcore fieldcustom extensionCustomize groupOne of several special access control groups that theAR System provides. Users automatically belong to thisimplicit group for requests for which they are a member ofthe group assigned responsibility (that is, they are amember of the group whose name is in the Assignee Groupfield). See also Assignee group, Submitter group.A field that enables you to allocate space for text, graphics,audio, or video attachments in the database.A field on a form that a user can click to execute an activelink. A bitmap can represent a button. See also menu item,toolbar button.The data type used for fields that contain alphanumerictext.A menu that the AR System administrator can create andattach to any character field.See AR System client.A parameter used to specify how the AR System tools willrun. (UNIX only)The underlying data structure for guides and applications.The data type for fields that execute active links. Thesefields do not contain actual data.A form that is used as a centralized entry point from whichusers choose the business tasks they need to accomplish.One of a set of basic fields that are common to all AR Systemforms. AR System administrators cannot remove thesefields from a form.See user command.One of several special access control groups that theAR System provides. This group grants users the right tocustomize their form layout and create custom commands(in UNIX) in Remedy User.Glossary-3

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    © 1991-1998 by Remedy Corporation.

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    AR System Components...............

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    Using FTS..........................

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    GlossaryIndexarservtcd (UNIX Only).

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    Creating an OLE Automation Action L

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    xiv Action Request System Administr

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    Chapter 3, “AR System Servers,”

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    The Action Request System Error Mes

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    Gathering Performance InformationIf

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    Using AR System Log Files to Gather

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    Avoid Macros in Run Process Actions

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    ■■■■Notification serverArch

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    With a shared cache, AR System serv

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    For example, if you run an administ

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    ■For searches that reference inde

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    To improve active link performance,

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    Consider indexing the Status field

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    To extend the SQL statement when fo

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    Example ardb Configuration FilesThe

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    1-24 Action Request System Administ

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    Installation LogsThe AR System gene

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    Whenever a mode is activated or the

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    ORA-00001: unique constraint (ARADM

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    This log enables you to see who is

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    Escalation LogThe escalation log tr

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    Thread Log (Windows NT)The thread l

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    Pending type -- 1 Source Schema --

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    2-16 Action Request System Administ

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    How the arservtcd Process Administe

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    A warning message appears. Stopping

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    ■■■Installation log—A file

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    The following are additional resour

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    ■Gains—It provides a distinct a

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    Remedy User operations that use lis

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    4. If you must run your server on a

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    If you specify a value for Server-N

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    ■■If you activated the escalati

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    Client tools and AR System servers

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    Firewall 1 Firewall 2Notificationse

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    vServerThreads/ProcessesTCD ServerF

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    ➤Configuring Windows Clients for

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    ■If you want the notification ser

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    • To set ARTCPPORT:#include main(

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    On Windows NT, ntservd.exe handles

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    Notification Delivery from AR Syste

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    In the following sample nfy configu

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    What Is Full Text Search?Full Text

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    Using the Ignore Words ListYou can

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    The FTS engine uses the final searc

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    See “FTS Issues When Performing S

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    ■■■someone turns aroundsomeon

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    How QBE Settings Affect FTSEnter a

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    For example, you could perform a se

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    When you are performing a full text

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    Figure 4-1User Form3. Select the Fu

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    3. Select from the following option

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    Configuring FTS OptionsIn both accr

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    Table 4-2 Effects of FTS Search Opt

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    ■■turningturnaboutModifying the

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    If you install the AR System server

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    The FTS index for a field is automa

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    Figure 4-7Results List Fields Tab3.

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    4-34 Action Request System Administ

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    Using Electronic Mail to Submit Req

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    Setting Up the Mail HandlerThere ar

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    Setting Up the Mail HandlerTable 5-

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    Starting the Mail HandlerStarting t

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    Using Mail TemplatesGenerating Mail

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    Using Mail TemplatesThe AR-Message-

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    Additional Configuration File Optio

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    Preparing the Electronic Mail Templ

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    Preparing the Electronic Mail Templ

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    Using Electronic Mail for Notificat

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    Email Notifications For UNIX Server

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    Setting Up a Windows NT Account3. C

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    Additional Troubleshooting TipsAddi

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    Chapter 6Dynamic Data ExchangeThis

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    DDE Time-Out SettingsDDE Time-Out S

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    Example Program and BufferThe name

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    Example Program and Buffer// Get th

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    Example Program and Buffer; // give

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    Microsoft Excel ExampleThe key word

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    Microsoft Excel ExampleFigure 6-2Sa

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    Microsoft Excel ExampleFigure 6-4Sa

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    Microsoft Word ExampleThere are fou

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    Microsoft Word ExampleIn the sample

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    Microsoft Word ExampleFigure 6-10Sa

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    DDE and Reports2. Using a text edit

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    DDE and ReportsThe following exampl

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    Combining Other Application’s Fea

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    6. Name the form OLE-Testform and s

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    1. Select OLE Automation from the N

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    ➤ Creating an OLE Automation Acti

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    11. Click Add Action and save the a

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    1. Select the last OLE Automation i

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    1. Select the last OLE Automation i

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    Ensure that you distribute the loca

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    Linking to an ActiveX ControlCreati

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    7-22 Action Request System Administ

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    OverviewA production application is

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    Changing Menu ListsChanging Menu Li

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    Manual Changes4. Delete the product

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    Chapter 9Technical EssaysThe techni

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    Access Control ProcessTo support ce

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    Overview4. Ensure that the Server I

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    OverviewOverviewTo migrate your AR

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    Overview4. Select all filters, acti

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    Overview➤3. If desired, format th

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    The MacroDetermine the field or fie

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    Changing the Next Available ID for

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    SQL DatabasesINFORMIX Database Exam

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    Flat-File Databases2. In that file,

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    The Request ID Field➤Changing the

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    Changing Existing Request ID Field

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    Changing Existing Request ID Field

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    Changing Existing Request ID Field

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    Changing Existing Request ID Field

  • Page 245 and 246: Chapter 10Using the Remedy ODBC Dri
  • Page 247 and 248: Using Crystal Reports with the AR S
  • Page 249 and 250: Selecting Report Fields in Crystal
  • Page 251 and 252: Understanding Considerations for Jo
  • Page 253 and 254: Appendix AAR System Configuration F
  • Page 255 and 256: ar.conf (ar.cfg)ar.conf (ar.cfg)Des
  • Page 257 and 258: ar.conf (ar.cfg)Crossref-Blank-Pass
  • Page 259 and 260: ar.conf (ar.cfg)Distributed-RPC-Soc
  • Page 261 and 262: ar.conf (ar.cfg)FullText-License-Ti
  • Page 263 and 264: ar.conf (ar.cfg)Max-Entries-Per-Que
  • Page 265 and 266: ar.conf (ar.cfg)Submitter-Mode:A co
  • Page 267 and 268: ardb.conf (ardb.cfg)ardb.conf (ardb
  • Page 269 and 270: nfy.conf (nfy.cfg)nfy.conf (nfy.cfg
  • Page 271 and 272: ar.iniThread-Log-File:Windows NT on
  • Page 273 and 274: Appendix BAR System Server Utilitie
  • Page 275 and 276: arcache (arcache.exe)-GSpecifies th
  • Page 277 and 278: arimportarimportDescriptionSynopsis
  • Page 279 and 280: armaild (armailex.exe)OptionsThe fo
  • Page 281 and 282: armaild (armailex.exe)Reply-Failure
  • Page 283 and 284: arreload (arreload.exe)arreload (ar
  • Page 285 and 286: arservdsd (UNIX Only)arservdsd (UNI
  • Page 287 and 288: arserverd (arserver.exe)arserverd (
  • Page 289 and 290: arservftd (UNIX Only)arservftd (UNI
  • Page 291 and 292: ntserverd (ntservd.exe) and ntsendd
  • Page 293 and 294: ntserverd (ntservd.exe) and ntsendd
  • Page 295: Glossaryaccess controlaccess permis
  • Page 299 and 300: dynamic menuentryescalationA menu t
  • Page 301 and 302: guest userguidehidden fieldAn unreg
  • Page 303 and 304: angeread licensereal data typeRemed
  • Page 305 and 306: toolbartoolbar buttontrimtrim data
  • Page 307 and 308: IndexAaccess control, troubleshooti
  • Page 309 and 310: equests, submitting 5-11searching 5
  • Page 311 and 312: modifying 5-13searching via email 5
  • Page 313 and 314: multiprocessingadministering 3-2des
  • Page 315 and 316: Index-9
  • Page 317 and 318: Reader ResponseAction Request Syste
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