On the issue about the too much/too little data, BMC was able to
reproduce it while I had them on a webex and showed them what was
happening to me. However, I tried to show a coworker about 30 minutes
ago, I was not able to reproduce the same strangeness of the menus.
-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ben Cantatore
Sent: Tuesday, July 10, 2007 2:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: Approval Engine Issues (Two issues are resolved)
**
The 2nd issue was actually a problem that we figured out (hard
way) but I guess I've repressed the memory. So I'd forgotten about that
one.
Anyway sounds like you're on the path.
With regards to the users that have too much/too little data, is
the problem consistently reproducible? If so I'd flip on a log, examine
the filter doing the set fields.
Ben Cantatore
Remedy Administrator
Avon
(914) 935-2946
"Pierson, Shawn" <[EMAIL PROTECTED]>
Sent by: "Action Request System discussion list(ARSList)"
<arslist@ARSLIST.ORG>
07/10/2007 02:43 PM
Please respond to
arslist@ARSLIST.ORG
To
arslist@ARSLIST.ORG
cc
Subject
Re: Approval Engine Issues (Two issues are resolved)
**
I just got off the phone with BMC support and got a couple of
things addressed, although it seems that all of the things listed as
bugs below are either actual defects or an enhancement request.
The second issue listed, "The AP-Central:SetRequirePassword
active link gets triggered even
though the Approvals are not set to use it, causing probably
half of my
users to be unable to approve changes." is an actual defect that
I was told will be patched in the future. The workaround is to run two
escalations in the def file that truncate the Process Instance ID field
from "Change Level IA - Implementation" to "Change Level IA -
Implementati". It seems that on AP:Detail this field is not long enough
to handle the full text, so it truncates it and then an error occurs as
the system can't look up the approval.
The other item that is semi-resolved is "We are using
multi-tenancy, so we are able to add an approver from
another company that does not have access rights to see the
change, and
that user refuses to approve any changes that he can't see. I
think the
multi-tenancy permissions should be changed so that people can
see
Change Requests that are not for their company, if they are an
approver.". This is mostly as designed, although the approval engine
needs to be tightened down to not allow people to be approvals for
things that they have no access rights to. This is something my company
runs into as a result of the weird sort of multi-tenancy we require to
be both SOX and FERC compliant, so it may not happen for everyone.
Also, I have an incident open that has BMC support stumped for
now -- The multi-tenancy functionality does not work correctly for the
Assignment tabs on Incidents and Changes. We have users that can have
permission to one or two companies, and the menus for things like the
Assigned Company, Owner Company, Change Manager Company, etc. and all
the related fields do not show the correct data. Some show too little,
some show too much.
Shawn Pierson
-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ben Cantatore
Sent: Tuesday, July 10, 2007 12:46 PM
To: arslist@ARSLIST.ORG
Subject: Re: Approval Engine Issues
**
I implemented ITSM initially without patches so based on what
the approval console was like back then, we made a decision to approve
from within the ticket. So I can only comment on approvals done in
directly in the change tickets.
Problem 1 - I never encountered the approve functionality error,
however I'd suggest checking the people profile and see what kind of
access they do have, compare that person's profile with a user that is
not having an issue.
Problem 2 - I think this is people profile related
Problem 3 - If you approve directly should be a non issue - or
you can modify approval central like we did so it does show that info
Problem 4 - I have the same issue, no one has complained about
this, but now that I look at it, I think I'll modify the interface here
at some future date.
Problem 5 - All my approvers happen to be IT, so I've not had
the problem (yet) but I'm guessing as long as the user has license and
permissions for Infrastructure Change user it should work.
Problem 6 - Using multi-tenancy as well and haven't seen that
issue, but again most of my approver are in IT and have
licenses/permissions to change form
Problem 7 - Our notifications point to approval central and we
did modify it a bit, but it seems to work fine.
Ben Cantatore
Remedy Administrator
Avon
(914) 935-2946
"Pierson, Shawn" <[EMAIL PROTECTED]>
Sent by: "Action Request System discussion list(ARSList)"
<arslist@ARSLIST.ORG>
07/10/2007 10:38 AM
Please respond to
arslist@ARSLIST.ORG
To
arslist@ARSLIST.ORG
cc
Subject
Approval Engine Issues
Here is a list of the issues I've encountered with the Approval
Engine.
- When users try to approve a change from the Change Request
they
sometimes get "The Approve functionality is not available under
your
current access permission of the change request. (ARERR 44845)"
BMC
told me that we should not have users approve changes via the
Change
Request itself and instead redirect them to the Approval Central
as a
workaround.
- The AP-Central:SetRequirePassword active link gets triggered
even
though the Approvals are not set to use it, causing probably
half of my
users to be unable to approve changes.
- The Approval ID field on Approval Central does not correlate
to the
Change Request Number.
- When you go to add an ad-hoc approver to a Change Request,
there is no
error checking or validation if you do not hit Enter after
typing in a
name.
- We do a lot of user approvals, and any user should be able to
be added
as an approver, not just Support Staff.
- We are using multi-tenancy, so we are able to add an approver
from
another company that does not have access rights to see the
change, and
that user refuses to approve any changes that he can't see. I
think the
multi-tenancy permissions should be changed so that people can
see
Change Requests that are not for their company, if they are an
approver.
- We have an issue where people get an email to do an approval,
but when
they go into Approval Central, they can't see that pending
approval.
There have been others, that are due to things we have either
done wrong
or our users understood incorrectly, but these items are the
more
"valid" ones.
Thanks,
Shawn Pierson
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