Users are unable to open ITSM forms when using the link provided on Notifications.

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Users are unable to open ITSM forms when using the link provided on Notifications.

Post  giby.varghese@gmail.com on Mon Jun 07, 2010 10:14 am

Users receive an email notification from one of the ITSM applications but are unable to
open the application when using the link provided on Notifications, how can I fix this?
E.g. in Incident management application an incident is raised for a user. The user
receives an email
An example is shown below.
https://itsm.uk.myco.com/arsys//servlet/ViewFormServlet?form=NTE%
3aNotifier&server=abc123.uk.myco.com&eid=NTS000000000190
Dear Mr Smith,
We are pleased to inform you that your reported Incident has been added to the Service Desk. Your assigned Reference
Number is INC000000000456. This number should be retained for reference purposes.
Reference No.: INC000000000456
Summary: test notifications URL's
Please do not hesitate to contact the Service Desk should there be any further questions or inquiries regarding your
Incident. Please quote your assigned Reference Number.
Yours sincerely,
Service Desk
When the user clicks the URL they get the login page. When they enter their details they get:-
The following error(s) occurred while trying to process your request:
ARERR [9280]
Server not present in the configured servers list - abc123.uk.myco.com
Return to home page
This is because the fully qualified domain name (FQDN) of the server 'abc123.uk.myco.com' is not recognised by
the midtier server, it is expecting it to be 'remedyitsm'. If you change the URL manually to reflect this
https://itsm.uk.myco.com/arsys//servlet/ViewFormServlet?form=NTE%
3aNotifier&server=remedyitsm&eid=NTS000000000190
the application form opens fine.
The server name is supplied to the ARServer by the operating system. There are means of modifying the
operating system to have it return the shortname but changes like that are outside of the scope of this
document.
Adding the server name abc123.uk.myco.com to the midtier configuration 'AR Server Settings' will allow the link to work. However there are situations where this is either not possible or not desirable.
1. There is a maximum server name length of 30 characters, your FQDN server name maybe longer than 30
characters
2. You are in a load balanced environment and/or you have defined an alias for the server name (Server Name
Alias / Server-Connect-Name) and your users are expecting to see that alias name. Adding abc123.uk.myco.com
to the configured servers list would mean that when users login they get duplicate links for every Application link
in ITSM, i.e. one for remedyitsm and one for abc123.uk.myco.com.
There is currently (May 2008) no way to configure the ARserver so that the short name/alias is what appears in
the URL nor to configure the Midtier to recognise the long name/FQDN without entering it in the configuration
page.

giby.varghese@gmail.com

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Re: Users are unable to open ITSM forms when using the link provided on Notifications.

Post  giby.varghese@gmail.com on Mon Jun 07, 2010 10:14 am

Product
BMC Remedy ITSM Application

Environment
ITSM

Answer
As a workaround workflow can be used to modify the URL in the email message. The email containing the
'problem' URL comes from the 'AR System Email messages' form.
Create a filter that modifies the URL 'on submit' of the record into the 'AR System Email Messages' form as
follows:
. Filter executes on submit running against the AR System Email Messages form
. There is no 'run if'
. There is a single 'set fields' action
. Sets the field 'Plain text body'
. With a value of REPLACE($Plain Text Body$, "abc123.uk.myco.com", "remedyitsm")
This will replace the fully qualified server name with the ARServer alias name. This would only ever be a problem
if you actually did want to include the long server name in an email, however there can't be many situations
where you would ever want to do that.

giby.varghese@gmail.com

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