Yes you can....but it's not supported by anyone...and you need to know the Epoch/Julian (depending on the type of field) that Remedy actually stores in the DB (which you can lookup from the other field, if they are the same data type)
-----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of MCrawford Sent: Monday, August 18, 2008 9:04 AM To: [email protected] Subject: Re: Null Reported Date ARS7 Out of curiosity, would it be possible to just open the actual ARSystem DB and manually enter the dates? I will give the import another shot with the updated advice. Thank you for the assistance! M.B. On Aug 16, 5:53 pm, Carey Matthew Black <[EMAIL PROTECTED]> wrote: > M.B. > > Sorry for the incomplete answer. I hit the send button to soon. :( > > Yes you need to cross map the value for the field that you want to set > to the field (in the file) that you want it to be set to. > So after you "Add All" > You need to set 'reported date' = $3$ (or whaterver field ID/field > name you are going to use to backfill the data with) before you do the > import. > > BTW: If you look at the 4th line of an ARX file you will see a line like this... > " > FLD-ID 4 1 3 > " > > This is a space separated list of field ID's that were exported in the > arx file. In the example above fields: 4 , 1, and 3 were exported. I > would bet that your ARX file does not have a "1" as a field ID in the > file. > > Also .. I just looked on our ITSM v7 HPD:Helpdesk form and the field 1 > name is 'Entry ID' and it has a prefix of "INC". ( The 'Incident ID' > field is actually field ID 1000000161 and has a Field DB name of > "Incident Number". This field can not be used to update a record via > the import tool. Unless they finally fixed the idea of doing the > matching on other columns than field 1 when I was not looking. :) ) > > Submit Date = field ID 3 > > Which is why you were getting the errors you were getting. Without a > Field 1 value the Import tool assumes that your trying to create a new > record (like a Submit operation) instead of trying to update an > existing record ( like a Modify) operation. ( Keep in mind the filters > that are triggered are neither Submit, nor Modify. Only Merge filters > are triggered directly by the Import tool. Workflow can the trigger > Submit/Modify filters as a result of Push actions, and even Get Entry > filters too (SetField) but those are other topics for other days. So I > hope that does not confuse the issue any.) > > But there is a twist I was not expecting.... > Reported Date = field ID 1000000719, but it is a display only field ( > What the [EMAIL PROTECTED]@[EMAIL PROTECTED]@[EMAIL PROTECTED] ) > So that means that MAYBE if you import the data into that field > there will be workflow on Merge that puts it where it needs to go to > actually keep the value. The general approrach of using the import > tool to backfill the data should work if you can figure out where it > needs to be kept. Maybe the display only field already has workflow no > merge that will work. I think it is worth a shot at least. I doubt it > can hurt anything. (If you do your field map correctly.) > > If the Merge to the display only field fails to get you what your > after then you may need to turn on Filter tracing, do a Submit or a > Modify of a record where you manually set 'Reported Date' to a value > to be able to find where the value is kept in the application. (Sorry > for the confusion, but apparently the field you are likely seeing on > the form is not actually where that data is stored. GRRR.) > > HTH. > > -- > Carey Matthew Black > Remedy Skilled Professional (RSP) > ARS = Action Request System(Remedy) > > Love, then teach > Solution = People + Process + Tools > Fast, Accurate, Cheap.... Pick two. > > P.S. Your first initial would not happen to be a "C" would it? :) > > > > On Fri, Aug 15, 2008 at 5:12 PM, MCrawford <[EMAIL PROTECTED]> wrote: > > Can you clarify step one? I am exporting the following from > > HPD:Helpdesk to an ARX file. > > > 1 Incident ID > > 2 Reported Date > > 3 Submit Date > > > I open the import tool, and load the form and data. I click 'Add > > all'. From here I would think I would have to change the mappings > > so that Reported Date = Submit Date, but following your steps I just > > change the preference settings to update records and click the start > > import button. It gives me the following errors: > > > AR System Import Tool Fri Aug 15 17:05:59 2008 > > > **** Did not find any matching fields to add as new mappings (ARWARN > > 4013) > > > **** Import of d:\documents and settings\matthew.crawford\desktop > > \report.arx started. (ARNOTE 4001) > > > **** Record 1 : The value(s) for this entry violate a unique index > > that has been defined for this form -- HPD:Help Desk > > entry:INC000000042965 fields: 1000000161 1000000079 1000000018 > > 1000000019 1000000080 4 1000000427 1000000063 1000000064 1000000065 > > 200000003 200000004 200000005 240001002 1000000869 1000000875 179 7 > > 301735100 301734000 (ARERR 382) > > > **** DATA "INC000000045876" "" 1218122557 > > > On Aug 15, 2:13 pm, Carey Matthew Black <[EMAIL PROTECTED]> wrote: > >> M.B. > > >> I am sure there is a way to fix these records. And I would guess > >> that one way would be to do something like this: > > >> 1) Export three columns of data from the effected records to an ARX or CSV file. > >> Field 1 (maybe called 'Request ID', 'Entry ID', 'Call ID' or > >> some other name) > >> 'reported date' > >> Field 3 (maybe called 'Create Date', 'Create-date', or some > >> other name) > > >> * Note if you do not want to set 'reported date' = 'Create Date' > >> then pick any other field you want from the existing record and > >> export that data instead of Field 3. > > >> 2) Use the Import tool to *update* the existing records. > >> Select the form, select the file that you exported above, and "Map all" > >> * Note: Configuring the Import tool to update existing records > >> is found in File(menu) --> Preferences (menu item) --> Duplicate > >> Request ID (tab) menu of the import tool. > > >> Barring any strange Merge filters on the form then that simple > >> process should work. > > >> -- > >> Carey Matthew Black > >> Remedy Skilled Professional (RSP) > >> ARS = Action Request System(Remedy) > > >> Love, then teach > >> Solution = People + Process + Tools Fast, Accurate, Cheap.... Pick > >> two. > > >> On Fri, Aug 15, 2008 at 1:16 PM, MCrawford <[EMAIL PROTECTED]> wrote: > >> > Greetings, > > >> > About 100 tickets have been created with blank/null reported dates. > >> > This is causing issues with reporting. Most of the tickets were > >> > associated with a single user. I have removed and re-created his > >> > account, and the error appears to be resolved. However, I need > >> > to know if there is a way to fix the erroneous tickets? > > >> > Thanks, > > >> > M.B. > > ______________________________________________________________________ > _________ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org > Platinum Sponsor:www.rmsportal.comARSlist: "Where the Answers Are" ____________________________________________________________________________ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
