We use the Remedy CRM application to track our customer data and trouble tickets. When a customer comes into our IVR and enters their ticket number, we stuff it into an enterprise data variable. Then, in the workflow rules, we define a rule for Answered, if that enterprise data variable isn't empty, we run a macro that jumps over to the open Remedy window and opens up that ticket. You could also do this on Ringing instead of Answered, but our technicians are often busy doing other stuff and prefer some warning before window focus gets stolen away.
We have one rule on the Answered step of our workflow group. It's set to Enable when any condition is true, and the condition is "RemedyTicket: Is Not Empty". RemedyTicket is the name of the Enterprise Data variable where we store the ticket number the user enters. By the time it gets here, it's guaranteed to be valid by our ICD script which does a database dip to validate it.
The rule has two actions. First, it runs an executable on the user's computer that pokes Remedy to open a search on the user's desktop. It's possible to do this via keystrokes from the already open window(s), but we found that the executable was a little more reliable. Then, we run a macro that waits a second, switches focus to that window, pokes in the ticket number and hits Ctrl-Enter to search. Here's what it looks like:
[APPLICATION:ARFRAME=AR SYSTEM USER]
The macro composer has a record function built in which works pretty well, which is how I initially prototyped it. It can put in some unnecessary garbage, but you can clean up the generated macro by hand. The help function will tell you all the valid keywords in the macro language.
Are you getting this error “Installer User Interface Mode Not Supported. The installer cannot run in this UI mode. To specify the interface mode, use the -i command-line option, followed by the UI mode identifier. The value UI mode identifiers...
The below trick might come handy when you have to add a new node to a cluster but you don't have or is unsure of the security password for the publisher. This procedure has been around for ages.
1) Login into the CLI of the Publisher.