ITSM TIP: LifeCycle in ITSM 5.0.7.x

Discovered something this morning working with Object Lifecycles today. The field used to determine an object's Lifecycle (at least in 5.0.7.x) cannot be a Logical or a Numeric field you must use a Text field.

"Unable to connect to FRS Application - Index out of bounds of the array" in ITSM 5.06 Patch 4

This error is due to an issue with the link into Outlook integration.

There is a really clear post on the issue on the Frontrange Forums .

The issue seems to be specific to MS Outlook 2003.

URGENT TECHNICAL NOTIFICATION FOR ALL iHEAT AND iGOLDMINE CUSTOMERS

Please be advised that Windows Update 931784, released 10 April 2007 is incompatible with all supported version of GO-Global for Windows 3.x on Windows Server 2003 (SP1 and SP2), Windows XP-SP2, and Windows 2000-SP4

The incompatibility only affects the iHEAT and/or iGoldMine Server and does not impact the Client machines.

FrontRange Solutions will release a compatibility upgrade as soon as possible.

General Availability of ITSM 5.0,7

FrontRange Solutions pleased to announce the General Availability of IT Service Management (ITSM) 5.0.7, English.

ITSM Release Version 5.0.7 includes some of the following enhancements and fixes:

· New enhanced FAD File

· New Inventory Module Features and Enhancements

· New Email Change Approval Process

· Approximately 40 Customer Escalation Issues

· Updated Documentation

Setting a Default SLA in the out of the box.

Here is a bit of Code that will allow you to set the default value of a link field. This specific example sets the default value of the SLALink field on Incident based on the priority.


import System
import Fusion
import Fusion.Api

class FusionScriptWrapper implements IScriptWrapper
{
function FusionScriptWrapper()
{
// place constructor logic here
}

function Process(currentBusinessObject : Fusion.Api.BusinessObject, currentField : Fusion.Api.Field) : Object
{
var objReturn : Object;
var defaultSLARecId: String;
var highPrioritySLARecId: String;

// first set the link to null
currentBusinessObject.GetField("DefaultEscalationLink+LinkID").SetValue(new Fusion.FusionValue(""));
currentBusinessObject.GetField("DefaultEscalationLink+LinkCategory").SetValue(new Fusion.FusionValue(""));

// Set the value of the RecID of the Default SLA
defaultSLARecId = "00000000000000000000000000000000";
// Set the value of the RecID of the High Priority SLA
highPrioritySLARecId = "00000000000000000000000000000000";

// then set the link to either the default or high priority sla
if(currentBusinessObject.GetField("Priority").NativeValue == "1")
{
currentBusinessObject.GetField("DefaultEscalationLink+LinkID").SetValue(new Fusion.FusionValue(highPrioritySLARecId));
currentBusinessObject.GetField("DefaultEscalationLink+LinkCategory").SetValue(new Fusion.FusionValue("SLA"));
}
else
{
currentBusinessObject.GetField("DefaultEscalationLink+LinkID").SetValue(new Fusion.FusionValue(defaultSLARecId));
currentBusinessObject.GetField("DefaultEscalationLink+LinkCategory").SetValue(new Fusion.FusionValue("SLA"));
}


return objReturn;

}
}


Linking closed incidents to problem records (ITSM 5.0.6.4)

There is a new feature in the Security Group Manager in Patch 4 of ITSM 5.0.6. This new feature allows you to link objects when in the final state provided they are in a ad-hoc relationships.

If this feature was selected on the Problem object it would allow Incidents to be linked once the Problem had reached final state. This would however allow any ad hoc relationship to be linked so you would have to managed which relationships you would allow by conditionally enabling the Tab linked to the relationship.

Transfering Perspectives in FUDs

There is a easily overlooked option that you need to select when trying to transfer a perspective definition via a FUD.

There is a database definition in the list of the category "PerspectiveDef". These definitions are in the association "Associated with :" and under the perspective "Perspective : (Base)".

If you're taking across a new perspective definition you need to include the PerspectiveDef entry for the perspective.

The ValueRule object belonging to.....

This frustrated me for about 20 minutes today before I discovered the cause...

Owner : The ValueRule object belonging to the TextFieldDef
'Change.Owner' does not have a name.

Every time I went to commit I got this error. I had made some changes
to the field but no end of changing Validation settings, Autofill
Rules, Calculations would solve the issue.

Here is an explanation of how to solve this issue if you come across.
The change I had made to the field was as follows:-
1. The field had a default value from a function "Current Login ID"
2. I selected Simple Value and left the value blank.

The issue is the field still references a function in the background.
(hence the "ValueRule object" Not having a value)

When removing a function from a Default there is an option in the
function drop down list of "None".

This will remove this error.

Urgent Technical Notification for all iHEAT and iGoldMine customers

Urgent Technical Notification for all iHEAT and iGoldMine customers

Valued HEAT and GoldMine Partners,

Please be advised that Windows Update SP2 for Windows 2003, released on 15 March 2007, is incompatible with iHEAT and/or iGoldMine for Windows on Windows 2003. This incompatibility only affects the iHEAT and/or iGoldMine Server and does not impact the Client machines.

FrontRange Solutions will release a compatibility update as soon as possible and we will send a second notification when the update is available.

How to add Colour Coding to the Grid view in Dashbords (ITSM 506 and higher)

Below are the steps outlining how to change ITSM 506 to add colour coding to the Dashboard. These settings based on a Expression and will allow the records in Grids to be displayed by color in the Dashboard. Making the change will only affect newly added records moving forward (ie it won't be reflected in all existing records in the system).

Changes Needed for Color Coding
1. Open AdminLoader.exe.
2. Open a new Definition Set.
3. Select the Incident object.
4. Right-click on Fields and select New Field.
NOTE: Field should be a text field with the Name of Colour.
5. Step though the field wizard and click Finish.
6. Right-click on the newly created Colour field and select Edit Field. Page 4
7. Select the Annotations tab.
8. Type in GRIDROWCOLOR.
9. Click Apply.
10. Click on the Advanced tab.
11. Click the check box for The value in the field is calculated.
12. Select drop down for Calculation.
13. Select New Expression.
14. Build the Conditional List Properties based on Urgency values.
NOTE: Expressions should be as follows:
Urgency equals High for Left Value, Right Value defined by colour. Example: RED.
Urgency equals Medium for Left Value. Right Value defined by colour. Example: Blue.
Urgency equals Low for Left Value. Right Value defined by colour. Example: Green.
Default Value is needed so set to Low.
15. Click Ok.
16. Click Apply.
17. Click Close.
18. Select the Incident Grid from Forms.
NOTE: Depending on which grid is used for the Dashboard Part displayed on the Dashboard; adding the color field will need to be added to each grid for the Incident object if more then one grid is used for each individual part.
Example: Incident Multiview is tied to the following grid defined in the Dashboard Parts section of ITSM.
19. Drag the Colour field to the Grid.
20. Commit the definition set.

Bug Fixes and Enhancements included in HEAT 8.4.1

RM 6281 - (ITS 34632) Removing an action from a follow-up within a BPAM rule does not remove the follow-up action.

RM 6282 - (ITS 35480) BPAM will not send an attachment or write a file using a mapped drive when running on Windows XP

RM 6594 - (ITS 38092) An Auto Task that changes the CustType and CustID will error when executed through BPAM.

RM 8462 - (ITS 38314) An Auto Task that is set to close the record does not stamp the ClosedDate, ClosedBy, or ClosedTime fields.

RM 15776 - When using screen reading software, the screen reading software must be able to announce the Menu Item when executed from a keyboard short-cut.

RM 16230 - @Sum AutoTask function will not work on its own.

RM 21211 - Adding a 16x16 bmp when using MSSQL will cause a “String data right truncation” error.

RM 28187 - Auto Tasks are populating date fields with a year of 1970 when executed from BPAM.

RM 28690 - Duration calculation in reports calculates values differently when the report is run via HEAT versus when run through Crystal.

RM 31812 - User receives ODBC error when trying to create HEAT Asset Tracker tables through the HEAT Administrator.

RM 42295 - Agent Dashboard used with IPCC is reset after upgrade to HEAT 8.4.

RM 42378 - @Team function within an Auto Task will crash Call Logging, if using long team names.

RM 42893 - Alert Monitor Grid Settings do not save the size settings after saving the Alert Definition.

RM 43054 - Alert Monitor will not save the Sort Option upon exit.

RM 43654 - Call Logging crashes after deleting an item from Table Maintenance when using Access.

RM 44075 - BPAM Service produces a 1067 Error when starting service against Microsoft Access Database when the database is located on a shared location or mapped drive.

RM 44260 - ATG Service does not run on Windows Server 2004 when it queries an Access database located on a network drive.

RM 44527 - User receives 37000 SQL error when the user selects a Call Type with an apostrophe.

RM 44781 - Utilizing multiple print queues under a HEAT Print Information Auto Task Action will not print to the correct print tray that was configured in the Auto Task.

RM 44920 - Jump to Control action can not place cursor into Subset form.

RM 45391 - Call Record Browse is causing Call Logging to lock up when utilizing with a large set of Call Records.

RM 45683 - BPAM is unable to use SQL Express 2005 as the local database.

RM 45769 - Call Record Browse does not open desired record when executed.

RM 46425 - ATG processes only one e-mail per poll.

RM 46496 - Call Logging causes SQL Locking when viewing Assignments or Journals.

RM 48333 - Call Record Browse will return all values when executed from a custom Call Group that does not contain reference to a CallLog field.

Error when running a FUD comparison with Windows Authentication

Error: Exception of type Fusion.FusionSecurityException was thrown.
Version: ITSM 506 P3
Error Details:
---------- EXCEPTION >>
FusionSecurityExceptionMessage: Exception of type Fusion.FusionSecurityException was thrown.
Source: CompareBroker.CheckSecurity
TargetSite: Void CheckSecurity(Fusion.Api.IFusionApi, System.String, System.String)
StackTrace:
at Orion.DefinitionEditor.Broker.CompareBroker.CheckSecurity(IFusionApi iApiTarget, String strRightToCheck, String strErrorMessageName)

at Orion.DefinitionEditor.Broker.CompareBroker.DoCompare(IFusionApi& iApiTarget, FusionPrincipal& fpForTargetAPI, String strTragetDatabase, PlaceHolder[] arPHsToCheck, Boolean bDeepCompare)

at Orion.DefinitionEditor.UI.ExportCreateUpgradeCompare.DoCompare()
at Orion.DefinitionEditor.UI.ExportCreateUpgradeCompare.button1_Click(Object sender, EventArgs e)
at System.Windows.Forms.Control.OnClick(EventArgs e)
at System.Windows.Forms.Button.OnClick(EventArgs e)
at System.Windows.Forms.Button.OnMouseUp(MouseEventArgs mevent)
at System.Windows.Forms.Control.WmMouseUp(Message& m, MouseButtons button, Int32 clicks)
at System.Windows.Forms.Control.WndProc(Message& m)
at System.Windows.Forms.ButtonBase.WndProc(Message& m)
at System.Windows.Forms.Button.WndProc(Message& m)
at System.Windows.Forms.ControlNativeWindow.OnMessage(Message& m)
at System.Windows.Forms.ControlNativeWindow.WndProc(Message& m)
at System.Windows.Forms.NativeWindow.Callback(IntPtr hWnd, Int32 msg, IntPtr wparam, IntPtr lparam)

Conditions:
When running a comparison between 2 ITSM databases selecting the "Compare" button generates the above error.

Issue:
When the system validates against the target database (ie. the one selected during the FUD wizard not the one you originally logged in with) it uses Windows Authentication to connect to the database. If the user doesn't have sufficient rights to do the export the error is thrown and no Login is provided. This is the case even if the CTRL login option is used for the initial log in.

Work Around:
Increase the user with windows authentication to Administration rights.

Calling Alerts (popups) in ITSM Jscript Functions

The following is a section of Jscript to call the Message Box object from System.Windows.Forms within a script type ITSM Function. It can be called using Alert(“text in here”); or Alert(+variable name);

//The following function presents a message box to the user when //called using Alert(“text in here”); or Alert(+variable name);



function Alert
(
Message : System.String
)

{
var asm : System.Reflection.Assembly
var typ_win : System.Type



//Get the main form object from the remote type

try

{
//Get a pointer to the System.Windows.Forms assembly

asm = System.Reflection.Assembly.LoadWithPartialName("System.Windows.Forms");

//Get the MessageBox type from System.Windows.Forms

typ_win = asm.GetType("System.Windows.Forms.MessageBox");

//Execute the Show method of the Message box object

var argMSG : System.Object[]
argMSG = new System.Object[1] ;
argMSG[0] = Message;
typ_win.InvokeMember

(
"Show", //The member name
System.Reflection.BindingFlags.InvokeMethod, //Binding Flags
null, //Binder
null, //Object
argMSG //Arguments
);

}
catch(exc : System.Exception){}
}

Issue in Self Service (ITSM all versions to 5.06 patch 3)

The issue occurs if the users are able to update incidents through the SS interface and are able to access all incidents that are created for them. Here is the scenario that causes the issue.

Scenario:
1. Service Desk Analyst JohnA logs into ITSM Client and creates a new incident for (on behalf of) BobS (a user with access to self service) and saves it in the system. (for example calls the Helpdesk with an issue)
2. Self Service User BobS logs into self service (at some later point) sees the incident created in Step 1 and selects the incident.
3. With the incident open in Self service BobS adds some more detail to the incident and Saves the incident.
4. BobS goes back to view history of Self Service and the incident (that was updated in step 3) is missing from the list.
5. JohnA logs back into ITSM Client and looks up the issue created in step 1 and the customer information is no longer for BobS but is now JohnA.
Issue:
The issue is whenever a user in self service updates an incident where they are the customer (and hence in their SS view) and it was created by another user the customer details revert to the user who created it.

Cause:
The issue is caused by a function that is on the ProfileLink field in the WebSelfService Perspective. The function is "Set Incident Requestor" and is set as a "Before Save" value on the ProfileLink Field. The offending section of code is below (lines 14-20):

var objReturn : Object;
var strCreatedByRecId : String;
strCreatedByRecId = currentBusinessObject.GetField("CreatedByRecId").NativeValue;

currentBusinessObject.GetField("ProfileLink+LinkID").SetValue(new Fusion.FusionValue(strCreatedByRecId));
currentBusinessObject.GetField("ProfileLink+LinkCategory").SetValue(new Fusion.FusionValue("Profile.Employee"));

This section of code causes the ProfileLink values to be reset to the CreatedByRecId ever time a Self Service user updates an incident. In the OOB system this isn't too much of an issue as the SelfService users only see incidents created in self service. In most implementations though this is expanded so that all incidents created for that user are visible in self service.

Resolution:
The issue can be resolved by adding a new field "ProfileRecID" to the incident, having it autofilled from the ProfileLink field with the value of RecID in any non Self Service perspective. Setting a Default Of "Current User Record ID" in the Self Service Perspective (the same as CreatedByRecId is in the OOB system). Then updating the Function to use this field instead of the CreatedByRecID.

Conclusion:
I've tested this and have discovered it now in the oob system and in a few other implementations. It's not an obvious issue but does cause incidents to get lost when it does occur.

ITSM 5.0.6 Patch 3 Release

The following issues have been fixed in the Patch-5.0.6.3 0701 release:
45192 Email listener is no longer updating the LastMod Date time on Incident when linking an email after 506. In 506 an issue with email listener creating multiple updates to BPE. A new XSLT is provided which search and incident, create a new email object, link the email to incident. Previously, Email Listener, creates an email object, find an incident, and link incident to email. See Attached xslt.
48935 Searching via the AssociatedItemSelector bring a popup window with the results duplicated after the 20th result.
31193 Session time out and user is locked in License manager with a named License

Session times out and causes a GPF in the Smart Client for many users

The users then cannot get back into the application due to the license is used up by that user and not released with a named license file. Similar to 34087.
34087 License server Hangs and does not release named License on App Server. A new named license conflict handling is added: User ABC logged in with a Named User account, Account1. Now, while still logging, ABC wants to log in again with the same named user.

The application should pop up a dialog box asking whether or not ABC wants to log off the existing session. If yes, the Account1 will be logged off. If no, ABC can't log in.
50362 NotesBody text field is limited to a size of 2000 with Oracle database. This is known limitation Oracle varchar size. Admin now allows NotesBody be changed from text to memo field without losing data.
48089 When reducing the size of a text field, if data resides in the text field whose length is greater than the value the text field is changed to, it renders an error, and drops all data from the table
50288 Some of data (Operating System, Model) from InventoryItem is not being copied to InventoryItemSnapshot when OOB QuickActions "Create Inventory Snapshot" is run.
40771 Today Function does not work in Search Center. Fixed in content. When comparing date with Today Function, must use Date Only modifier. See attached screenshot.
43390 Linked email from outlook containing attachments are linked to Employee, but attachment is not. DEMO database.

1. Setup the Outlook integration to use Employee for Address book.

2. Alter an Employee record to use Primary Email of your own email address.

3. Create a new email in outlook and attach a file, sending the email to yourself.

4. In outlook, click the Link to service Management button.

5. Once linked, open/refresh the Employee record.

6. Select the Email tab and note the email is listed.

7. Select and GO-TO the email record.

NOTE: The attachment is not there.
41920 Error in Dashboard part chart as column 1

Create a Dashboard part (chart)

Use Assignment as base Business Object

Use a query Status <> 'Closed' And Team = Current User Team

Group the Chart by Assignee

Drill down to the Grid only

Select default for everything else

In ITSM, create an assignment to a team only (may require slight modification to make the Owner field on the Task.Assignment object not required)

In the Chart created above the first column says "Column1" (basically saying there is no data to display) When you click to drill down to the grid, no data displays even though there is records for the object
49999 Link option on tabs do not respect search constraint set up in tab container properties

[Steps to Reproduce]

1. Open Application Admin

2. New definition set

3. Go to Problem>>Views>>Problem (layout)

4. Open container properties of Incident tab

5. Set validation constraints to limit incidents based on incident.owner = problem.owner.

6. Stop services

7. Commit definition set

8. Open ITSM as Problem Manager role.

9. Make sure you have incidents owned by a specific user, otherwise create one.

10. Create new problem and set owner to same user as step #9.

11. Go to Incident tab and click on the Link button.

[Result]

Expected behavior: You should get only a list of the incidents owned by the problem owner.

Actual behavior: You get list of ALL incidents in DB.
46665 Enhancement - Ability to clear out definition cache in local disk when content upgrade is performed on ITSM server ( i.e. release). Now you can run a command in Admin to clear the definition cache. See attach document on how to clear cache.
43401 Email listener will not attach attachments if outlook is set to Plain Text.

If outlook settings have the Original message as attachment when doing a reply or a forward and the format is plain text, when the email listener creates the Email record, it will not include the original email as an attachment.

Rich Text and HTML work fine.
30151 When dashboard grid resets, scroll position is lost (drill down from 2nd tab and return)

1) Create a dashboard grid that displays a large number or records (several hundred, at least.) Set the grid to refresh about once a minute.

2) Display your grid. Start scrolling down through the grid to view the entries. Scroll about half way.

3) Wait for the grid to refresh.

Your scroll position is reset to the top of the grid.
47512 File Messaging is not working for the Journal.Notes Object. An xml file that associates a Journal.Note to an Incident works when transferred through the Data Import Link, but when using File messaging, the file goes through processing, but is not created. A sample xml file is attached.
30051 Detail Screens Selection

Running a detail screen selection activated by a category drop down references a specific member of a group object (same as out-of-the-box incident detail).

When an option in the drop down is chosen, the corresponding detail screen is created in the detail grid. If another option in the drop down is chosen, the gird does not update, and then if the form is selected in the grid a JIT debugger error message occurs.
50918 Business rules trigger multiple times based on the number of new windows that have been opened.

Steps to reproduce:

1 create a business rule that sends an email if the status is changed from one state to another (it can be anything, it is not specific)

2 Open multiple windows (Ctrl-W)

3. On the last window open (or any window), change the status to trigger the business rule.

4. The business rule will execute for each window that was opened.
50003 Enhancement - Retrieve expanded attributes from Emails through FSMT Service Email Listener

Modify the Foundation FSMT Email listener to obtain the "SenderID" attribute as well as the "From" attribute from inbound emails.

This will allow customer to identify that Email approval responses were send on behalf of another person, or were sent by the individual.
44988 Error received when double-clicking an Incident from the dashboard. Key already exists. Parameter name: Key.
50058 Quick Actions when used against group only run for first item.

[Steps to Reproduce]

1. Create a QuickActions to add a new child object journal entry.

2. Make sure you tick 'Can be run for a group of records'

3. Run a search

4. Run QA for the set of search results

[RESULT]

Expected Result: Expect a new journal entry to be inserted into each search result returned.

Actual Result: Only the first item in result is updated.
48974 For the status field of an assignment, selecting a different value on the 'FORM View' does not reset the save button.

1 ) Log into ITSM as Admin / ServiceDesk Manager

2 ) Open an incident that has a task assigned.

* Note: The save icon is greyed out.

3 ) Select the Assignments Tab.

* Note: The save icon is now available even though nothing was changed.

4 ) Save the incident (even though nothing was changed)

5 ) Select the form view.

6 ) Change the status value.

* Note: The save button is not available even though the field has changed.

7 ) Tab out of the status field

[Result]

The save button is still not available.

Expected behavior: The application should recognize a change to the status field on the Form View.
50285 E-Mail Listener not populating Phone Number Field.

When an Incident is created via the E-mail listener, the Phone Number for the Customer Info does not get populated.

* Tested email listener with ITSM Demo - Worked

* Changed location on the Profile ID to "Valley Forge Test!!!" from "Valley Forge"

o Manually created an incident

? Incident populated with phone number and altered location

o Sent an email

? Incident populated without phone number and OLD location ("Valley Forge") appeared

? (Note: After clearing cache and resetting IIS, the email listener pulls in the altered value)

* Created a text box on Profile.Employee Object.

* Filled it in with a value (User's phone number)

o Manually created incident

? Incident populated with new fields phone and altered location

o Sent an email

? Incident populated without phone number and OLD location ("Valley Forge" appeared

? (Note: After clearing cache and resetting IIS, the email listener pulls in the altered value)
50051 When you have a logical field on a web perspective when its clicked it does not perform a web post back as expected.

[Steps to Duplicate]

1. Put a logical field on the web self service perspective of Incident

2. Set a field to be visible depending on that field

3. Commit

4. IIS reset

5. Log into web self service

6. Create a new Incident

7. Click the logical field

[RESULT]

Expected Result: When the logical filed is checked the field should be visible.

Actual Result: When the logical filed is checked the filed is never visible.
40833 Index was out of range. Must be non-negative and less than the size of the collection. Parameter name: index. User receives this error when clicking on a blank row from a dashboard grid. This was caused by incorrect sorting for Oracle resulting in blank rows in dashboard and search results.
49356 Update call quick action with Create for Editing enabled prompts for save.

1) Create a quick action that Updates an Incident. Quick Action >> Quick Action Center, New Quick Action, within Actions select Update Record and set an Category to anything, for example Desktop Configuration.

2) Select Create for Editing

3) Save this Quick Action.

4) Create a new Incident, fill out all the necessary values, run the Quick Action.

Expected Behavior:

The end user should not be prompted to save the incident

Received behavior :

-The application prompt for save appears.
49355 Update call quick action with save option checked still prompts for save. Change step 2 above to:

2) Select Create for Editing, Save, then deselect Create for Editing.
44206 Using e-mail listener with DefaultEmailTransformer.xslt generates wrong date/time stamps in non US region

The xslt-file transforms the e-mail correctly

SentDateTime and ReceivedDateTime = 10.08.2006 (dd.mm.yyyy)

After import into email object the time stamps are wrong: 08.10.2006 (see attached screen shot)
47547 Gauge part does not allow setting the refresh to anything other than 90 minutes.

1. Launch Smart Client and go to Dashboard Part Center.

2. Create a new part of type Chart and set the Refresh interval to anything other than 90 minutes.

3. Select Gauge and fill out the remainder of the part wizard.

4. Finish the configuration.

5. Edit the dashboard part and note the Refresh interval, change as much as you like it will always revert back to 90 minutes.
47065 Simple Search of Owner field defaults to a zero (0) and forces the re-select of Owner in order to search.

Simple Search of Owner field defaults to a zero (0) and forces the re-select of Owner in order to search.

Tested in 5.06 Gold DEMO.....

1. Launch IT Service Management Smart Client or on server.

2. Go to an Incident record.

3. Right-click>> Simple Search on the Owner field.

4. Note the value section has a zero (0) and will only accept numbers.

5. Have to reselect the Owner field in order to search for text.

Known issue in patch with workaround

51770

Issue - If you create a new definition set and then open an existing definition, not everything changes (new field not added to form) are included.

Workaround - If you open definition set directly (w/o opening new definition set first), all changes are included.


51771

Issue - When you change location of service for FSMT from localhost to another server, it does not stick.

Workaround - Location of FSMT service can only be on the same server as the application server.

Workaround for Oracle Views in ITSM 5.04-5.06

In ITSM (versions from 5.04 and 5.06) the linking of external data to Oracle views is problematic (eg. you are able to see the view but no columns are presented to add, even though they exist). Below is a work around if you need to connect an Oracle view in as an External Data source.

1. Create a new definition set.
2. Create an Object (just a Standard or Validation Business Object depending on your requirements), and define all the fields that WILL appear in your database view (i.e. Mimic the structure of the view you wish to connect in an ITSM table)
3. Make sure the view does not exist in the database – drop it if necessary,
4. Commit your definition set. The system will create a table in the database.
5. Directly in the database (i.e. connect to the database with a tool such as Toad etc. not through the ITSM administrator ), drop the table.
6. Directly in the database (i.e. connect to the database with a tool such as Toad etc. not through the ITSM administrator ), create the view with the same name and in the same table space as the table that was created through ITSM administrator in Step 2 (remembering that capitalization is important in Oracle systems).
7. The system will now use the view as if it were a table, and will operate normally.

Important points:

1. If there are any changes to the format of the object in Administrator, the commit will fail, because it will try to drop the table (which doesn't exist because it is a view)
2. You will need to 2 SQL scripts – one to run before a commit, one to run after.
1. The first will drop the View, and create a table with the same structure as the view.
2. The second will drop the table and recreate the view.
3. Adjust the security for the new object that you've created so that no user can update or add to this table to prevent errors in the tool
   
4. All fields in the table must be replicated in the view, this includes RecId, LastModDateTime, LastModBy, CreatedDateTime and CreatedBy
   

Product Update: GoldMine 6.7 Patch for IE 7.0 Compatibility

Product Update: GoldMine 6.7 Patch for IE 7.0 Compatibility

Patch ready for IE 7.0 compatibility issues!

FrontRange Solutions will release a patch next week via NetUpdate for GoldMine version 6.7 to address known Internet Explorer 7 compatibility issues. All customers who currently have 6.7 installed will have access to the patch when it becomes available. The known compatibility issues included:



· HTML toolbar buttons missing from the GM email composition window

· Email font sizes shrunk

· Warnings displayed for script errors when launching MyGoldMine