Related to Installation 7.0
Hello, I wanted to know After Database , server , CMDB installation .How much time generally required for the ITSM 7 Installation takes Regards, Nainita Dalvi SIEMENS IT Solutions and Services 130, Pandurang Budhkar Marg, Worli, Mumbai, INDIA - 400 018. * : +91 022 - 24987099 Email: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] Important notice:This e-mail and any attachment thereto contains corporate proprietary information. If you have received it by mistake, please notify us immediately by reply e-mail and delete this e-mail and its attachments from your system. Thank You. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Recall: Related to Installation 7.0
Dalvi, Nainita IN BOM SISL would like to recall the message, Related to Installation 7.0. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Open attachments on Mid-Tier
Hello, When you open an attachment from midtier interface it opens two windows one with attachments and another one empty. There is a way to avoid this empty window? Thank you. Oscar Brotons. IT Consultant. ** IMPORTANT: This message is intended exclusively for information purposes. It cannot be considered as an official OHIM communication concerning procedures laid down in the Community Trade Mark Regulations and Designs Regulations. It is therefore not legally binding on the OHIM for the purpose of those procedures. The information contained in this message and attachments is intended solely for the attention and use of the named addressee and may be confidential. If you are not the intended recipient, you are reminded that the information remains the property of the sender. You must not use, disclose, distribute, copy, print or rely on this e-mail. If you have received this message in error, please contact the sender immediately and irrevocably delete or destroy this message and any copies. ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Caught exception:'curWFC is null or is not an object
No idea if this helps or not, but this is from the readme for AR 7.1. Might be something to look at: Depending on the web server you are using, you might see the following error message when you start the BMC Remedy Mid Tier. 2007-03-13 10:44:01,593 WARN [Thread-1] org.apache.axis.utils.JavaUtils (JavaUtils.java:1285) - Unable to find required classes (javax.activation.DataHandler and javax.mail.internet.MimeMultipart). Attachment support is disabled. This error message occurs because two jar files that are required by Axis for attachment support are missing. These are not a part of the BMC Remedy Mid Tier distribution. (Some web servers include this in their distribution, and you do not see the error message.) Without these, any web service calls that use attachments might not work as intended. To work around this issue: 1 Copy the activation.jar file to mid tier installation folder/web-Inf-lib. You can download the file from http://java.sun.com/products/javabeans/glasgow/ jaf.html. Version 1.0.2 is recommended. 2 Download the mailapi.jar file to mid tier installation folder/web-Inf-lib. You can download this from http://java.sun.com/products/javamail/. Version 1.3 is recommended. If you are consuming web services that use attachments, copy these files to the AR System server installation folder as well. --- J.T. Shyman _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of HonnourPrahalladachar, PhaniRaja Sent: Tuesday, May 06, 2008 8:31 AM To: arslist@ARSLIST.ORG Subject: Caught exception:'curWFC is null or is not an object Hi List, We are facing an issue while using Requester Console on the WEB. When trying to attach a file in the Request Console we receive this message (on Save): Caught exception:'curWFC is null or is not an object. This error message is appearing only on the WEB. The same functionality works fine when I submit a request with an attachment. This functionality is OOTB..not customized. So my initial analysis tells me that this looks like a Mid-Tier issue. But I'm able to submit records with attachments on other forms via WEB (for e.g.: Incidents form). Also, I'm able to submit work info with attachment on the Web for a service request I raised through Requester Console. I've seen a thread in BMCDN site regarding this issue.but it doesn't give me complete details. http://developer.bmc.com/jiveProd/message.jspa?messageID=60407 If any of you have faced the same issue, please let me know how you proceeded further. ARS 7.1 Patch # 1 ITSM 7.0.3 Patch 6 IIS 6.0 I've logged an issue with BMC, though. Thank you for your time :-) Regards, Phani This e-mail and any attachment is for authorised use by the intended recipient(s) only. It may contain proprietary material, confidential information and/or be subject to legal privilege. It should not be copied, disclosed to, retained or used by, any other party. If you are not an intended recipient then please promptly delete this e-mail and any attachment and all copies and inform the sender. Thank you. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ITIL Remedy
Just a few observations on this point...please forgive me if I sound a bit sardonic. First, did anybody really need ITIL to tell them to do what Ben describes in the first paragraph--i.e., Service Desk (I refuse to call it that--it's the HELP Desk) should be the first point of contact for customers, incidents are overseen by the Help Desk, the Help Desk forwards incidents to appropriate groups, and the Help Desk follows up with customers once the ticket is resolved? I mean, come on--we were doing that 15 years ago (or longer). That's, like, Help Desk 101. Second, people repeat over and over again, ITIL is just a guideline...a framework...some best practices...a guide... That might be fine if you're the person making all the decisions about what the ITIL processes are going to be and how they will be implemented, but if you're just the *implementer* following the directions of a myriad of bosses who are all gung-ho about ITIL and about being ITIL certified you are not at liberty to use ITIL (or any other disciplined process framework flavor of the month) as you so choose. You do what you're told. Other people make the decisions, and oftentimes those decisions make little sense. But then when you challenge those decisions by asking, Why are we doing XYZ? you get a very vocal and forceful, BECAUSE ITIL SAYS SO! -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Brian Pancia Sent: Tuesday, May 06, 2008 8:57 AM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy ** One issue many organizations face is taking ITIL for gospel. ITIL is just a framework/guide for organizations to use to define their own best practices. When you tag positions like Owner or Manager to the process it leads people to believe that these are physical positions when they are really functions of the process. Everyone is correct in saying that the Service Desk should be the central point of contact for customers. A function of the Service Desk is to oversee the Incident Management Process. However, an incident may pass through several support groups and these support groups are also responsible for following the process. The service desk is there to create a ticket (hopefully resolve too), forward to support groups when necessary, be the POC for the customer if the customer needs to call in for additional questions/status updates, and follow-up with the customer once the incident is resolved. Now with Remedy some of these functions may be automated within the system. Once a ticket is resolved an email or survey may be sent out to the customer, which would constitute the service desk contact to the customer. Also, SLAs and OLAs may be put in place to ensure that the incident is handled in a timely manner. This allows the system to take over much of the functionality of the process flow. So as you implement the ITIL processes look at a lot of the things in ITIL as functions that are performed during the process. Every person/group involved in the process needs to understand the functions and may be responsible for doing the function at some point in the process. This was one of the things that ITIL v3 tried to address and one thing that the writers will stress. Remember ITIL is just a framework/guide to help organizations build their own best practices. Just because the sample flow diagrams and functions are in the ITIL books does not mean that organizations have to follow them to a T. Use what works and makes sense for your organization. The more complicated you make a process the less likely it will be followed. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Benedetto Cantatore Sent: Monday, May 05, 2008 2:01 PM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy ** Here's some examples where you have different owners Helpdesk are incident owners for all helpdesk related problems NCC/NOC would be the owner for infrastructure issues (yes, I know some companies combine the helpdesk/NCC into a service desk) In a global environment the local helpdesks would be the incident owner rather than the global helpdesk for local issues. In each of the examples above, those groups would be interested and more importantly responsible for tracking the incident throughout its lifecycle. Ben Cantatore Remedy Manager (914) 457-6209 Emerging Health IT 3 Odell Plaza Yonkers, New York 10701 [EMAIL PROTECTED] 05/05/08 1:01 PM ** I understand both concepts - perhaps I need to clarify. Ticket comes in and the ticket is Auto-assigned to the Help Desk (Assigned Group). The Help Desk feels they should be the Incident Owner (Owner Group). The Help Desk then assigns the ticket to a Support Group (now the support group is the Assigned Group). The Support Group believes they should be the incident owner (Owner Group). In a message dated 5/5/2008 9:49:05 A.M. Pacific Daylight
Re: ITIL Remedy
Norm, Have you run into this situation: . . . But then when you challenge those decisions by asking, Why are we doing XYZ? you get a very vocal and forceful, BECAUSE ITIL SAYS SO! If so, how did you handle it. If not, how would you handle it? Scott Parrish IT Prophets, LLC (770) 653-5203 www.itprophets.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Tuesday, May 06, 2008 10:19 AM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy Just a few observations on this point...please forgive me if I sound a bit sardonic. First, did anybody really need ITIL to tell them to do what Ben describes in the first paragraph--i.e., Service Desk (I refuse to call it that--it's the HELP Desk) should be the first point of contact for customers, incidents are overseen by the Help Desk, the Help Desk forwards incidents to appropriate groups, and the Help Desk follows up with customers once the ticket is resolved? I mean, come on--we were doing that 15 years ago (or longer). That's, like, Help Desk 101. Second, people repeat over and over again, ITIL is just a guideline...a framework...some best practices...a guide... That might be fine if you're the person making all the decisions about what the ITIL processes are going to be and how they will be implemented, but if you're just the *implementer* following the directions of a myriad of bosses who are all gung-ho about ITIL and about being ITIL certified you are not at liberty to use ITIL (or any other disciplined process framework flavor of the month) as you so choose. You do what you're told. Other people make the decisions, and oftentimes those decisions make little sense. But then when you challenge those decisions by asking, Why are we doing XYZ? you get a very vocal and forceful, BECAUSE ITIL SAYS SO! -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Brian Pancia Sent: Tuesday, May 06, 2008 8:57 AM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy ** One issue many organizations face is taking ITIL for gospel. ITIL is just a framework/guide for organizations to use to define their own best practices. When you tag positions like Owner or Manager to the process it leads people to believe that these are physical positions when they are really functions of the process. Everyone is correct in saying that the Service Desk should be the central point of contact for customers. A function of the Service Desk is to oversee the Incident Management Process. However, an incident may pass through several support groups and these support groups are also responsible for following the process. The service desk is there to create a ticket (hopefully resolve too), forward to support groups when necessary, be the POC for the customer if the customer needs to call in for additional questions/status updates, and follow-up with the customer once the incident is resolved. Now with Remedy some of these functions may be automated within the system. Once a ticket is resolved an email or survey may be sent out to the customer, which would constitute the service desk contact to the customer. Also, SLAs and OLAs may be put in place to ensure that the incident is handled in a timely manner. This allows the system to take over much of the functionality of the process flow. So as you implement the ITIL processes look at a lot of the things in ITIL as functions that are performed during the process. Every person/group involved in the process needs to understand the functions and may be responsible for doing the function at some point in the process. This was one of the things that ITIL v3 tried to address and one thing that the writers will stress. Remember ITIL is just a framework/guide to help organizations build their own best practices. Just because the sample flow diagrams and functions are in the ITIL books does not mean that organizations have to follow them to a T. Use what works and makes sense for your organization. The more complicated you make a process the less likely it will be followed. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Benedetto Cantatore Sent: Monday, May 05, 2008 2:01 PM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy ** Here's some examples where you have different owners Helpdesk are incident owners for all helpdesk related problems NCC/NOC would be the owner for infrastructure issues (yes, I know some companies combine the helpdesk/NCC into a service desk) In a global environment the local helpdesks would be the incident owner rather than the global helpdesk for local issues. In each of the examples above, those groups would be interested and more importantly responsible for tracking the incident throughout its lifecycle. Ben Cantatore Remedy Manager (914) 457-6209
Re: ITIL Remedy
Isn't that generally a people issue? Not to start a flamewar but you'll find those individuals in any setting where there's heavy emotional committment + ideology. To name a few... -Religion -Politics -Global warming (both sides quite frequently) -Fishing (often referred to as [EMAIL PROTECTED] fishing!) -Hockey/Football/Etc... The key is to identify the zealot and deal with them accordingly :) Not to digress but I've tasted the ITIL Kool-aid and I think it's OK but I don't preach it. Time and time again I have been at customer sites the first week and been thinking WHY ON EARTH WOULD ANYONE EVER DO PROCESS only to find out there is usually a VERY good reason for the way people do things. Often those processes can be improved, streamlined, and made more efficient. However, nearly as often those processes were put in place due to legal/regulatory requirements, contractual obligations, union rules, external vendor service contracts, and a myriad of other reasons. Changing those requires lawyers and a budget of astronomical proportions. In one case it literally would have taken an act of Congress. Counter-intuitive non-ITIL stuff happens all the time. One company I was at had individual service teams in each building. These were small teams of 2-8 people depending on the building size. They did not deal with major issues like software debugging but did all of the small standard stuff. When the issue of centralizing was brought up they refused - they'd already done studies showing that the travel time from a central facility out to the customer's desks alone made it too expensive. This particular company did a lot of in-cube service. Some may disagree with their approach but this was their choice and the corporate culture demanded that level of service. This is starting to sound like a ramble. I'm ending it there. William Rentfrow Principal Consultant, StrataCom [EMAIL PROTECTED] O 952-432-0227 C 701-306-6157 From: Action Request System discussion list(ARSList) on behalf of Scott Parrish Sent: Tue 5/6/2008 9:28 AM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy Norm, Have you run into this situation: . . . But then when you challenge those decisions by asking, Why are we doing XYZ? you get a very vocal and forceful, BECAUSE ITIL SAYS SO! If so, how did you handle it. If not, how would you handle it? Scott Parrish IT Prophets, LLC (770) 653-5203 www.itprophets.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Tuesday, May 06, 2008 10:19 AM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy Just a few observations on this point...please forgive me if I sound a bit sardonic. First, did anybody really need ITIL to tell them to do what Ben describes in the first paragraph--i.e., Service Desk (I refuse to call it that--it's the HELP Desk) should be the first point of contact for customers, incidents are overseen by the Help Desk, the Help Desk forwards incidents to appropriate groups, and the Help Desk follows up with customers once the ticket is resolved? I mean, come on--we were doing that 15 years ago (or longer). That's, like, Help Desk 101. Second, people repeat over and over again, ITIL is just a guideline...a framework...some best practices...a guide... That might be fine if you're the person making all the decisions about what the ITIL processes are going to be and how they will be implemented, but if you're just the *implementer* following the directions of a myriad of bosses who are all gung-ho about ITIL and about being ITIL certified you are not at liberty to use ITIL (or any other disciplined process framework flavor of the month) as you so choose. You do what you're told. Other people make the decisions, and oftentimes those decisions make little sense. But then when you challenge those decisions by asking, Why are we doing XYZ? you get a very vocal and forceful, BECAUSE ITIL SAYS SO! -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Brian Pancia Sent: Tuesday, May 06, 2008 8:57 AM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy ** One issue many organizations face is taking ITIL for gospel. ITIL is just a framework/guide for organizations to use to define their own best practices. When you tag positions like Owner or Manager to the process it leads people to believe that these are physical positions when they are really functions of the process. Everyone is correct in saying that the Service Desk should be the central point of contact for customers. A function of the Service Desk is to oversee the Incident Management Process. However, an incident may pass through several support groups and these support groups are also responsible for following the process. The service desk is there to create a ticket (hopefully
Re: ITIL Remedy
The original question was asked about ITIL and ITSM 7. BMC is suppose to have ITSM 7 extremely ITIL compliant... how can one use ITSM 7 and expect the users not to follow ITIL in all areas of the IT organization? Yes, there will be many o-departments boasting about 'We don't need to follow ITIL, we are a different company and we do things differently here' True, a boat manufacturing company might be different from a mortgage broker, but business practices are pretty much the same across the board that's why ITIL was made! AR Server is like that famous burger slogan, you can have it your way, as long as you write the code, yourself. If you don't want to follow ITIL, don't get ITSM, develop your own applications. Anyways, if you want to use your head to get nails into a 2x4, go right ahead... I just think a hammer is 'best practice' Kevin P. **'Norm, Have you run into this situation: . . . But then when you challenge those decisions by asking, Why are we doing XYZ? you get a very vocal and forceful, BECAUSE ITIL SAYS SO! If so, how did you handle it. If not, how would you handle it? Scott Parrish IT Prophets, LLC (770) 653-5203 www.itprophets.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Tuesday, May 06, 2008 10:19 AM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy Just a few observations on this point...please forgive me if I sound a bit sardonic. First, did anybody really need ITIL to tell them to do what Ben describes in the first paragraph--i.e., Service Desk (I refuse to call it that--it's the HELP Desk) should be the first point of contact for customers, incidents are overseen by the Help Desk, the Help Desk forwards incidents to appropriate groups, and the Help Desk follows up with customers once the ticket is resolved? I mean, come on--we were doing that 15 years ago (or longer). That's, like, Help Desk 101. Second, people repeat over and over again, ITIL is just a guideline...a framework...some best practices...a guide... That might be fine if you're the person making all the decisions about what the ITIL processes are going to be and how they will be implemented, but if you're just the *implementer* following the directions of a myriad of bosses who are all gung-ho about ITIL and about being ITIL certified you are not at liberty to use ITIL (or any other disciplined process framework flavor of the month) as you so choose. You do what you're told. Other people make the decisions, and oftentimes those decisions make little sense. But then when you challenge those decisions by asking, Why are we doing XYZ? you get a very vocal and forceful, BECAUSE ITIL SAYS SO! -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Brian Pancia Sent: Tuesday, May 06, 2008 8:57 AM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy ** One issue many organizations face is taking ITIL for gospel. ITIL is just a framework/guide for organizations to use to define their own best practices. When you tag positions like Owner or Manager to the process it leads people to believe that these are physical positions when they are really functions of the process. Everyone is correct in saying that the Service Desk should be the central point of contact for customers. A function of the Service Desk is to oversee the Incident Management Process. However, an incident may pass through several support groups and these support groups are also responsible for following the process. The service desk is there to create a ticket (hopefully resolve too), forward to support groups when necessary, be the POC for the customer if the customer needs to call in for additional questions/status updates, and follow-up with the customer once the incident is resolved. Now with Remedy some of these functions may be automated within the system. Once a ticket is resolved an email or survey may be sent out to the customer, which would constitute the service desk contact to the customer. Also, SLAs and OLAs may be put in place to ensure that the incident is handled in a timely manner. This allows the system to take over much of the functionality of the process flow. So as you implement the ITIL processes look at a lot of the things in ITIL as functions that are performed during the process. Every person/group involved in the process needs to understand the functions and may be responsible for doing the function at some point in the process. This was one of the things that ITIL v3 tried to address and one thing that the writers will stress. Remember ITIL is just a framework/guide to help organizations build their own best practices. Just because the sample flow diagrams and functions are in the ITIL books does not mean that organizations have to follow them to a T. Use
Re: ITIL Remedy
Norm, So is your issue with ITIL or is it with those who drink the ITIL cool-aid? Along with ITIL you also rattled off CMM, CMMI, Six Sigma and TQM. Does a set of standards, best practices or framework exist that you agree with (ISO maybe?)? One of the things that I've come across is that within organizations oftentimes no two people can agree on what ownership of a ticket might mean, or what the process should be for creating Changes. In these situations, and in many, many others, I can see the advantage of being able to point to a set of predetermined standards such as those defined by ITIL. You are correct in that I don't need ITIL to define for me what the ownership of a ticket should be. However, the head of the networking group might have a completely different definition of ticket ownership. I have seen the results of what a custom help desk system can look like when those with differing opinions have their say and their way. To that, I say no thanks! I am grateful that organizations have chosen to adopt a set of best practices that can be pointed to in these situations. Scott Parrish IT Prophets, LLC (770) 653-5203 www.itprophets.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Tuesday, May 06, 2008 10:45 AM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy Yes I have, many times...and not only about ITIL. I've been down this road with ITIL, CMM, CMMI, Six Sigma, TQM... How do I handle it? Unfortunately there's not much you can do about it. Usually the people like me (worker bees or implementers) deal with middle management who have little or no power to change things even if I could convince them that we should. I suppose that's one of the biggest problems with process frameworks--they are taken too literally and their *intent* is missed. Then you find yourself just filling squares because, That's what the process says to do... And then you have to contend with the people who view all dissenters as resistors to change. That is, if you say, Well, you know, I don't think this is the best way... oftentimes you're viewed as just fearful of change (which, granted, many people are) and just get handed a copy of *Who Moved My Cheese?*. There are those who bring up issues because they make *sense* and there are those who bring up issues because they don't want to change. Unfortunately, oftentimes both get lumped together. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Scott Parrish Sent: Tuesday, May 06, 2008 9:28 AM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy Norm, Have you run into this situation: . . . But then when you challenge those decisions by asking, Why are we doing XYZ? you get a very vocal and forceful, BECAUSE ITIL SAYS SO! If so, how did you handle it. If not, how would you handle it? Scott Parrish IT Prophets, LLC (770) 653-5203 www.itprophets.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Tuesday, May 06, 2008 10:19 AM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy Just a few observations on this point...please forgive me if I sound a bit sardonic. First, did anybody really need ITIL to tell them to do what Ben describes in the first paragraph--i.e., Service Desk (I refuse to call it that--it's the HELP Desk) should be the first point of contact for customers, incidents are overseen by the Help Desk, the Help Desk forwards incidents to appropriate groups, and the Help Desk follows up with customers once the ticket is resolved? I mean, come on--we were doing that 15 years ago (or longer). That's, like, Help Desk 101. Second, people repeat over and over again, ITIL is just a guideline...a framework...some best practices...a guide... That might be fine if you're the person making all the decisions about what the ITIL processes are going to be and how they will be implemented, but if you're just the *implementer* following the directions of a myriad of bosses who are all gung-ho about ITIL and about being ITIL certified you are not at liberty to use ITIL (or any other disciplined process framework flavor of the month) as you so choose. You do what you're told. Other people make the decisions, and oftentimes those decisions make little sense. But then when you challenge those decisions by asking, Why are we doing XYZ? you get a very vocal and forceful, BECAUSE ITIL SAYS SO! -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Brian Pancia Sent: Tuesday, May 06, 2008 8:57 AM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy ** One issue many organizations face is taking ITIL for gospel. ITIL is just a framework/guide for organizations to use to define their own best practices. When you tag
Re: ITIL Remedy
William hit the nail on the head. Most of these issues are people related. Either there was no buy in at levels, all levels were not involved in the decision/definition/implementation process, or the appropriate training was not given. Not knowing who the Owner is, is a communication/training issue or the definition is not well defined. It is true that organizations have been doing Incident Management since the beginning of time. It's not that by adopting ITIL an organization is implementing ITIL, but moving towards a process improvement strategy and standardize on process/procedures/terminology using ITIL as a guide. That improvement strategy needs to be ongoing. A lot of organizations setup these processes and forget about and force people to follow them. There is always room for improvement. If you don't take the lessons learned and improve the process they will eventually fail. As far as doing as your told, an organization hires people because they add some type of value. Most organizations do not necessarily want a do as your told person. However, it is critical that in order to make recommendations that a person understands the big picture and the why. It is also important that once a person understands that to make suggestions/solutions. There are a lot of people that will state something is wrong and needs to be fixed, but don't provide a viable solution. If you don't agree with Owner say why and provide another solution. Not all solutions are excepted but you should also be given a reason why, not ITIL doesn't say that. Not to continue the rant because I know a lot of this is in an ideal situation, but if people spend less time complaining about a problem and more time contributing to a solution more things would get done. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: Tuesday, May 06, 2008 10:44 AM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy Isn't that generally a people issue? Not to start a flamewar but you'll find those individuals in any setting where there's heavy emotional committment + ideology. To name a few... -Religion -Politics -Global warming (both sides quite frequently) -Fishing (often referred to as [EMAIL PROTECTED] fishing!) -Hockey/Football/Etc... The key is to identify the zealot and deal with them accordingly :) Not to digress but I've tasted the ITIL Kool-aid and I think it's OK but I don't preach it. Time and time again I have been at customer sites the first week and been thinking WHY ON EARTH WOULD ANYONE EVER DO PROCESS only to find out there is usually a VERY good reason for the way people do things. Often those processes can be improved, streamlined, and made more efficient. However, nearly as often those processes were put in place due to legal/regulatory requirements, contractual obligations, union rules, external vendor service contracts, and a myriad of other reasons. Changing those requires lawyers and a budget of astronomical proportions. In one case it literally would have taken an act of Congress. Counter-intuitive non-ITIL stuff happens all the time. One company I was at had individual service teams in each building. These were small teams of 2-8 people depending on the building size. They did not deal with major issues like software debugging but did all of the small standard stuff. When the issue of centralizing was brought up they refused - they'd already done studies showing that the travel time from a central facility out to the customer's desks alone made it too expensive. This particular company did a lot of in-cube service. Some may disagree with their approach but this was their choice and the corporate culture demanded that level of service. This is starting to sound like a ramble. I'm ending it there. William Rentfrow Principal Consultant, StrataCom [EMAIL PROTECTED] O 952-432-0227 C 701-306-6157 From: Action Request System discussion list(ARSList) on behalf of Scott Parrish Sent: Tue 5/6/2008 9:28 AM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy Norm, Have you run into this situation: . . . But then when you challenge those decisions by asking, Why are we doing XYZ? you get a very vocal and forceful, BECAUSE ITIL SAYS SO! If so, how did you handle it. If not, how would you handle it? Scott Parrish IT Prophets, LLC (770) 653-5203 www.itprophets.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Tuesday, May 06, 2008 10:19 AM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy Just a few observations on this point...please forgive me if I sound a bit sardonic. First, did anybody really need ITIL to tell them to do what Ben describes in the first paragraph--i.e., Service Desk (I refuse to call it that--it's the HELP Desk) should be the first
Re: ITIL Remedy
One need only to click on the SERVICES link on the IT Prophets website to understand your perspective. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Scott Parrish Sent: Tuesday, May 06, 2008 10:06 AM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy Norm, So is your issue with ITIL or is it with those who drink the ITIL cool-aid? Along with ITIL you also rattled off CMM, CMMI, Six Sigma and TQM. Does a set of standards, best practices or framework exist that you agree with (ISO maybe?)? One of the things that I've come across is that within organizations oftentimes no two people can agree on what ownership of a ticket might mean, or what the process should be for creating Changes. In these situations, and in many, many others, I can see the advantage of being able to point to a set of predetermined standards such as those defined by ITIL. You are correct in that I don't need ITIL to define for me what the ownership of a ticket should be. However, the head of the networking group might have a completely different definition of ticket ownership. I have seen the results of what a custom help desk system can look like when those with differing opinions have their say and their way. To that, I say no thanks! I am grateful that organizations have chosen to adopt a set of best practices that can be pointed to in these situations. Scott Parrish IT Prophets, LLC (770) 653-5203 www.itprophets.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Tuesday, May 06, 2008 10:45 AM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy Yes I have, many times...and not only about ITIL. I've been down this road with ITIL, CMM, CMMI, Six Sigma, TQM... How do I handle it? Unfortunately there's not much you can do about it. Usually the people like me (worker bees or implementers) deal with middle management who have little or no power to change things even if I could convince them that we should. I suppose that's one of the biggest problems with process frameworks--they are taken too literally and their *intent* is missed. Then you find yourself just filling squares because, That's what the process says to do... And then you have to contend with the people who view all dissenters as resistors to change. That is, if you say, Well, you know, I don't think this is the best way... oftentimes you're viewed as just fearful of change (which, granted, many people are) and just get handed a copy of *Who Moved My Cheese?*. There are those who bring up issues because they make *sense* and there are those who bring up issues because they don't want to change. Unfortunately, oftentimes both get lumped together. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Scott Parrish Sent: Tuesday, May 06, 2008 9:28 AM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy Norm, Have you run into this situation: . . . But then when you challenge those decisions by asking, Why are we doing XYZ? you get a very vocal and forceful, BECAUSE ITIL SAYS SO! If so, how did you handle it. If not, how would you handle it? Scott Parrish IT Prophets, LLC (770) 653-5203 www.itprophets.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Tuesday, May 06, 2008 10:19 AM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy Just a few observations on this point...please forgive me if I sound a bit sardonic. First, did anybody really need ITIL to tell them to do what Ben describes in the first paragraph--i.e., Service Desk (I refuse to call it that--it's the HELP Desk) should be the first point of contact for customers, incidents are overseen by the Help Desk, the Help Desk forwards incidents to appropriate groups, and the Help Desk follows up with customers once the ticket is resolved? I mean, come on--we were doing that 15 years ago (or longer). That's, like, Help Desk 101. Second, people repeat over and over again, ITIL is just a guideline...a framework...some best practices...a guide... That might be fine if you're the person making all the decisions about what the ITIL processes are going to be and how they will be implemented, but if you're just the *implementer* following the directions of a myriad of bosses who are all gung-ho about ITIL and about being ITIL certified you are not at liberty to use ITIL (or any other disciplined process framework flavor of the month) as you so choose. You do what you're told. Other people make the decisions, and oftentimes those decisions make little sense. But then when you challenge those decisions by asking, Why are we doing XYZ? you get a very vocal and forceful, BECAUSE ITIL SAYS SO! -Original Message- From: Action Request System discussion
Re: ITIL Remedy
While I don't believe that's 100% true I won't argue with that. However, I'm trying to get an understanding of your perspective (that's why I asked the questions). Scott Parrish IT Prophets, LLC (770) 653-5203 www.itprophets.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Tuesday, May 06, 2008 11:13 AM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy One need only to click on the SERVICES link on the IT Prophets website to understand your perspective. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Scott Parrish Sent: Tuesday, May 06, 2008 10:06 AM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy Norm, So is your issue with ITIL or is it with those who drink the ITIL cool-aid? Along with ITIL you also rattled off CMM, CMMI, Six Sigma and TQM. Does a set of standards, best practices or framework exist that you agree with (ISO maybe?)? One of the things that I've come across is that within organizations oftentimes no two people can agree on what ownership of a ticket might mean, or what the process should be for creating Changes. In these situations, and in many, many others, I can see the advantage of being able to point to a set of predetermined standards such as those defined by ITIL. You are correct in that I don't need ITIL to define for me what the ownership of a ticket should be. However, the head of the networking group might have a completely different definition of ticket ownership. I have seen the results of what a custom help desk system can look like when those with differing opinions have their say and their way. To that, I say no thanks! I am grateful that organizations have chosen to adopt a set of best practices that can be pointed to in these situations. Scott Parrish IT Prophets, LLC (770) 653-5203 www.itprophets.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Tuesday, May 06, 2008 10:45 AM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy Yes I have, many times...and not only about ITIL. I've been down this road with ITIL, CMM, CMMI, Six Sigma, TQM... How do I handle it? Unfortunately there's not much you can do about it. Usually the people like me (worker bees or implementers) deal with middle management who have little or no power to change things even if I could convince them that we should. I suppose that's one of the biggest problems with process frameworks--they are taken too literally and their *intent* is missed. Then you find yourself just filling squares because, That's what the process says to do... And then you have to contend with the people who view all dissenters as resistors to change. That is, if you say, Well, you know, I don't think this is the best way... oftentimes you're viewed as just fearful of change (which, granted, many people are) and just get handed a copy of *Who Moved My Cheese?*. There are those who bring up issues because they make *sense* and there are those who bring up issues because they don't want to change. Unfortunately, oftentimes both get lumped together. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Scott Parrish Sent: Tuesday, May 06, 2008 9:28 AM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy Norm, Have you run into this situation: . . . But then when you challenge those decisions by asking, Why are we doing XYZ? you get a very vocal and forceful, BECAUSE ITIL SAYS SO! If so, how did you handle it. If not, how would you handle it? Scott Parrish IT Prophets, LLC (770) 653-5203 www.itprophets.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Tuesday, May 06, 2008 10:19 AM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy Just a few observations on this point...please forgive me if I sound a bit sardonic. First, did anybody really need ITIL to tell them to do what Ben describes in the first paragraph--i.e., Service Desk (I refuse to call it that--it's the HELP Desk) should be the first point of contact for customers, incidents are overseen by the Help Desk, the Help Desk forwards incidents to appropriate groups, and the Help Desk follows up with customers once the ticket is resolved? I mean, come on--we were doing that 15 years ago (or longer). That's, like, Help Desk 101. Second, people repeat over and over again, ITIL is just a guideline...a framework...some best practices...a guide... That might be fine if you're the person making all the decisions about what the ITIL processes are going to be and how they will be implemented, but if you're just the *implementer* following the directions of a myriad of bosses who are all gung-ho about
Uselman, Karl is out of the office.
I will be out of the office starting 05/05/2008 and will not return until 05/12/2008.. If this is an issue regarding Remedy, please contact the ITSS L1 General Support group at .1-866-8527. If this is an escalated Remedy issue, please contact Roney Varghese. If this is a management issue, please contact Michael Epler. Otherwise, I will respond to your message when I return. == Confidentiality Notice: The information contained in and transmitted with this communication is strictly confidential, is intended only for the use of the intended recipient, and is the property of Countrywide Financial Corporation or its affiliates and subsidiaries. If you are not the intended recipient, you are hereby notified that any use of the information contained in or transmitted with the communication or dissemination, distribution, or copying of this communication is strictly prohibited by law. If you have received this communication in error, please immediately return this communication to the sender and delete the original message and any copy of it in your possession. == ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ITIL Remedy
I would add that not only do most organizations not hire someone as only a do as you are told resource, if you adopt that mindset you can get into a lot of trouble. I've been on site at places where people did exactly what management told them to do, which was flawed, then the managers became upset with the consultant for not showing them the better way. Developers have to be skilled at interpreting user requests and requirements into something useful. The same applies for huge, highly-configurable applications like ITSM. If you are a full-time employee or consultant, you are a subject matter expert on Remedy, ITSM, and to some degree ITIL. Of course you are going to have people above you dictating the direction, but if you don't bring up concerns you have with implementing it you're going to have a lot of problems. I've also found that in many cases, the higher up the food chain a person is, the less they care about the details. You may have a CIO or director telling you we have to implement ITIL! but they usually aren't going to focus on specifics. It's not a matter of following orders as much as understanding the best way to interpret them. My current employer really expects me to be aware of what is going on with ITIL and ways other companies are implementing it with ITSM. Whenever I go to my CIO or director and talk to them about the direction I'm going with Remedy, it's not for them to dictate to me who the Owner or Assignee of an Incident should be, it's my job to let them know what I think the best practice is, and what would work best for our company. Anyway, this is just my two cents on this topic. Working in I.T. requires more of us than it used to. We can't be bearded hermits hiding in dark server rooms doing mysterious things all day. We have to be professionals who know how to interact with others and work for the good of our customers. That is, after all, what ITIL is out to help us do. Shawn Pierson -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Brian Pancia Sent: Tuesday, May 06, 2008 10:10 AM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy William hit the nail on the head. Most of these issues are people related. Either there was no buy in at levels, all levels were not involved in the decision/definition/implementation process, or the appropriate training was not given. Not knowing who the Owner is, is a communication/training issue or the definition is not well defined. It is true that organizations have been doing Incident Management since the beginning of time. It's not that by adopting ITIL an organization is implementing ITIL, but moving towards a process improvement strategy and standardize on process/procedures/terminology using ITIL as a guide. That improvement strategy needs to be ongoing. A lot of organizations setup these processes and forget about and force people to follow them. There is always room for improvement. If you don't take the lessons learned and improve the process they will eventually fail. As far as doing as your told, an organization hires people because they add some type of value. Most organizations do not necessarily want a do as your told person. However, it is critical that in order to make recommendations that a person understands the big picture and the why. It is also important that once a person understands that to make suggestions/solutions. There are a lot of people that will state something is wrong and needs to be fixed, but don't provide a viable solution. If you don't agree with Owner say why and provide another solution. Not all solutions are excepted but you should also be given a reason why, not ITIL doesn't say that. Not to continue the rant because I know a lot of this is in an ideal situation, but if people spend less time complaining about a problem and more time contributing to a solution more things would get done. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: Tuesday, May 06, 2008 10:44 AM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy Isn't that generally a people issue? Not to start a flamewar but you'll find those individuals in any setting where there's heavy emotional committment + ideology. To name a few... -Religion -Politics -Global warming (both sides quite frequently) -Fishing (often referred to as [EMAIL PROTECTED] fishing!) -Hockey/Football/Etc... The key is to identify the zealot and deal with them accordingly :) Not to digress but I've tasted the ITIL Kool-aid and I think it's OK but I don't preach it. Time and time again I have been at customer sites the first week and been thinking WHY ON EARTH WOULD ANYONE EVER DO PROCESS only to find out there is usually a VERY good reason for the way people do things. Often those processes can be improved, streamlined, and made more efficient. However, nearly as
Re: ITIL Remedy
AR Server is like that famous burger slogan, you can have it your way, as long as you write the code, yourself. If you don't want to follow ITIL, don't get ITSM, develop your own applications. Isn't this the problem though? In many cases (including one we're going through right here at present) decision-makers (i.e. people with money to spend) want a customized solution but are either led to believe, or believe of their own volition that they can get that out of something like the ITSM suite (or any other ITIL-compliant solution). Attaching buzzwords like ITIL-compliant only exacerbates that problem. I'm all for standardization and best practices, but when people fail to understand the definition of OOTB, it starts to get frustrating. As an AR System Administrator, when it comes to decision making, I'm a peon. I may have the most knowledge of the product and our process in my work center, but guess who doesn't get included in the meetings? I think Norm's reference to people fearful of change is right on the money with this one. Try telling someone with money that needs to be spent, that dropping ITSM modules on top of a highly customized AR System application may not be the best idea. I'm sure we can make it work, but I'm far from convinced it's the right way to go, particularly when the only thing you're after is a fancy acronym. Michael A. McManus, SSgt, USAF Remedy Developer -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kevin Pulsen Sent: Tuesday, May 06, 2008 10:00 AM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy ** The original question was asked about ITIL and ITSM 7. BMC is suppose to have ITSM 7 extremely ITIL compliant... how can one use ITSM 7 and expect the users not to follow ITIL in all areas of the IT organization? Yes, there will be many o-departments boasting about 'We don't need to follow ITIL, we are a different company and we do things differently here' True, a boat manufacturing company might be different from a mortgage broker, but business practices are pretty much the same across the board that's why ITIL was made! AR Server is like that famous burger slogan, you can have it your way, as long as you write the code, yourself. If you don't want to follow ITIL, don't get ITSM, develop your own applications. Anyways, if you want to use your head to get nails into a 2x4, go right ahead... I just think a hammer is 'best practice' Kevin P. **'Norm, Have you run into this situation: . . . But then when you challenge those decisions by asking, Why are we doing XYZ? you get a very vocal and forceful, BECAUSE ITIL SAYS SO! If so, how did you handle it. If not, how would you handle it? Scott Parrish IT Prophets, LLC (770) 653-5203 www.itprophets.com http://www.itprophets.com/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Tuesday, May 06, 2008 10:19 AM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy Just a few observations on this point...please forgive me if I sound a bit sardonic. First, did anybody really need ITIL to tell them to do what Ben describes in the first paragraph--i.e., Service Desk (I refuse to call it that--it's the HELP Desk) should be the first point of contact for customers, incidents are overseen by the Help Desk, the Help Desk forwards incidents to appropriate groups, and the Help Desk follows up with customers once the ticket is resolved? I mean, come on--we were doing that 15 years ago (or longer). That's, like, Help Desk 101. Second, people repeat over and over again, ITIL is just a guideline...a framework...some best practices...a guide... That might be fine if you're the person making all the decisions about what the ITIL processes are going to be and how they will be implemented, but if you're just the *implementer* following the directions of a myriad of bosses who are all gung-ho about ITIL and about being ITIL certified you are not at liberty to use ITIL (or any other disciplined process framework flavor of the month) as you so choose. You do what you're told. Other people make the decisions, and oftentimes those decisions make little sense. But then when you challenge those decisions by asking, Why are we doing XYZ? you get a very vocal and forceful, BECAUSE ITIL SAYS SO! -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Brian Pancia Sent: Tuesday, May 06, 2008 8:57 AM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy ** One issue many organizations face is taking ITIL for gospel. ITIL is just a framework/guide for organizations to use to define their own best practices. When you tag positions like Owner or Manager to the process it leads people to believe that these are physical positions when they are really functions of the process. Everyone
Re: ITIL Remedy
Wow, thanks Kathy for starting this thread with the below seemingly innocent question: --- Kathy Morris wrote: Hi, In Remedy ITSM 7.0.1 - who should be the actual Owner of the ticket. Should it be the assigned group or the Help Desk? What are the advantages of one over the other. Thanks, --- Gary Opela, Jr., RSP Remedy Engineer Leader Communications, Inc. http://www.5pointleader.com http://www.lcibest.com Best Product, Best People, Best PriceTM An ISO 9001:2000 Certified, CMMI(r) Level 3 Rated Company -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of McManus Michael A SSgt HQ 754 ELSG/DOMH Sent: Tuesday, May 06, 2008 10:54 AM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy AR Server is like that famous burger slogan, you can have it your way, as long as you write the code, yourself. If you don't want to follow ITIL, don't get ITSM, develop your own applications. Isn't this the problem though? In many cases (including one we're going through right here at present) decision-makers (i.e. people with money to spend) want a customized solution but are either led to believe, or believe of their own volition that they can get that out of something like the ITSM suite (or any other ITIL-compliant solution). Attaching buzzwords like ITIL-compliant only exacerbates that problem. I'm all for standardization and best practices, but when people fail to understand the definition of OOTB, it starts to get frustrating. As an AR System Administrator, when it comes to decision making, I'm a peon. I may have the most knowledge of the product and our process in my work center, but guess who doesn't get included in the meetings? I think Norm's reference to people fearful of change is right on the money with this one. Try telling someone with money that needs to be spent, that dropping ITSM modules on top of a highly customized AR System application may not be the best idea. I'm sure we can make it work, but I'm far from convinced it's the right way to go, particularly when the only thing you're after is a fancy acronym. Michael A. McManus, SSgt, USAF Remedy Developer -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kevin Pulsen Sent: Tuesday, May 06, 2008 10:00 AM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy ** The original question was asked about ITIL and ITSM 7. BMC is suppose to have ITSM 7 extremely ITIL compliant... how can one use ITSM 7 and expect the users not to follow ITIL in all areas of the IT organization? Yes, there will be many o-departments boasting about 'We don't need to follow ITIL, we are a different company and we do things differently here' True, a boat manufacturing company might be different from a mortgage broker, but business practices are pretty much the same across the board that's why ITIL was made! AR Server is like that famous burger slogan, you can have it your way, as long as you write the code, yourself. If you don't want to follow ITIL, don't get ITSM, develop your own applications. Anyways, if you want to use your head to get nails into a 2x4, go right ahead... I just think a hammer is 'best practice' Kevin P. **'Norm, Have you run into this situation: . . . But then when you challenge those decisions by asking, Why are we doing XYZ? you get a very vocal and forceful, BECAUSE ITIL SAYS SO! If so, how did you handle it. If not, how would you handle it? Scott Parrish IT Prophets, LLC (770) 653-5203 www.itprophets.com http://www.itprophets.com/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Tuesday, May 06, 2008 10:19 AM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy Just a few observations on this point...please forgive me if I sound a bit sardonic. First, did anybody really need ITIL to tell them to do what Ben describes in the first paragraph--i.e., Service Desk (I refuse to call it that--it's the HELP Desk) should be the first point of contact for customers, incidents are overseen by the Help Desk, the Help Desk forwards incidents to appropriate groups, and the Help Desk follows up with customers once the ticket is resolved? I mean, come on--we were doing that 15 years ago (or longer). That's, like, Help Desk 101. Second, people repeat over and over again, ITIL is just a guideline...a framework...some best practices...a guide... That might be fine if you're the person making all the decisions about what the ITIL processes are going to be and how they will be implemented, but if you're just the *implementer* following the directions of a myriad of bosses who are all gung-ho about ITIL and about being ITIL certified you are not at liberty to use ITIL (or any other
Re: ITIL Remedy
There seems to be a smoldering issue here. In previous versions, you could customize the dickens out of the ootb applications (To fit your business needs). However now with ITSM 7, customization is a four letter word. You are allowed to configure it, but if want to customize it you are breaking BMC's rules. It seems like there is a line being drawn in the sand between the AR Server application developers and the ITSM implementers. Is this thread now really about ITIL and ITSM? Just a reminder, this is the direction BMC is making with it's product line. You may like it, you may hate it, either way it's a product we have to support. Kathy, Was your question answered to your satisfaction? Kevin P. - Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ITIL Remedy
Well, it's really about to what level companies are willing to buy into ITIL. If they want full ITIL, customization of ITSM will reflect that by being minimal. If they want some hybrid of the old and the new, customizations can be extensive, and therefore practically non-upgradeable. Not saying that one path is eminently better, but that one must be chosen. Either do ITIL fully, or don't. If you don't want to, why spend the time and money to implement something like ITSM? Rick On Tue, May 6, 2008 at 9:55 AM, Kevin Pulsen [EMAIL PROTECTED] wrote: ** There seems to be a smoldering issue here. In previous versions, you could customize the dickens out of the ootb applications (To fit your business needs). However now with ITSM 7, customization is a four letter word. You are allowed to configure it, but if want to customize it you are breaking BMC's rules. It seems like there is a line being drawn in the sand between the AR Server application developers and the ITSM implementers. Is this thread now really about ITIL and ITSM? Just a reminder, this is the direction BMC is making with it's product line. You may like it, you may hate it, either way it's a product we have to support. Kathy, Was your question answered to your satisfaction? Kevin P. -- Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now.http://us.rd.yahoo.com/evt=51733/*http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ__Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
AR Import into SIT:Site
Hey everyone I'm trying to use AR Import to get about 1800 sites updated with the correct address and zip code. I'm doing an update, so I have the Site ID field in the .csv. When I try and do the import, I get the error: The value(s) for this entry violate a unique index that has been defined for this form -- SIT:Site Alias entry:STA6378 fields: 100074 100078 7 100078 179 (ARERR 382) The unique index must be the Site ID, since when doing an update the Import tool actually deletes the record and then reinserts it to perform the update. The system tries to push 'new' information to Site Alias and causes the error since the Site ID already exists there. Is there a way to force this import through? Thanks, Chris DB SQL 2005 ITSM 7.0 p3 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ITIL Remedy
Anyway, this is just my two cents on this topic. Working in I.T. requires more of us than it used to. We can't be bearded hermits hiding in dark server rooms doing mysterious things all day. We have to be professionals who know how to interact with others and work for the good of our customers. That is, after all, what ITIL is out to help us do. Well, yes, of course...no kidding. Folks, there is a reason why Dilbert is so popular: Smart worker bee engineer who sees so many things wrong With his company and its processes yet is powerless to do anything about it. Manager is a dolt, bureaucracy is deep, top management is unapproachable... It's popular because it rings true with so many. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn Sent: Tuesday, May 06, 2008 10:49 AM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy I would add that not only do most organizations not hire someone as only a do as you are told resource, if you adopt that mindset you can get into a lot of trouble. I've been on site at places where people did exactly what management told them to do, which was flawed, then the managers became upset with the consultant for not showing them the better way. Developers have to be skilled at interpreting user requests and requirements into something useful. The same applies for huge, highly-configurable applications like ITSM. If you are a full-time employee or consultant, you are a subject matter expert on Remedy, ITSM, and to some degree ITIL. Of course you are going to have people above you dictating the direction, but if you don't bring up concerns you have with implementing it you're going to have a lot of problems. I've also found that in many cases, the higher up the food chain a person is, the less they care about the details. You may have a CIO or director telling you we have to implement ITIL! but they usually aren't going to focus on specifics. It's not a matter of following orders as much as understanding the best way to interpret them. My current employer really expects me to be aware of what is going on with ITIL and ways other companies are implementing it with ITSM. Whenever I go to my CIO or director and talk to them about the direction I'm going with Remedy, it's not for them to dictate to me who the Owner or Assignee of an Incident should be, it's my job to let them know what I think the best practice is, and what would work best for our company. Anyway, this is just my two cents on this topic. Working in I.T. requires more of us than it used to. We can't be bearded hermits hiding in dark server rooms doing mysterious things all day. We have to be professionals who know how to interact with others and work for the good of our customers. That is, after all, what ITIL is out to help us do. Shawn Pierson -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Brian Pancia Sent: Tuesday, May 06, 2008 10:10 AM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy William hit the nail on the head. Most of these issues are people related. Either there was no buy in at levels, all levels were not involved in the decision/definition/implementation process, or the appropriate training was not given. Not knowing who the Owner is, is a communication/training issue or the definition is not well defined. It is true that organizations have been doing Incident Management since the beginning of time. It's not that by adopting ITIL an organization is implementing ITIL, but moving towards a process improvement strategy and standardize on process/procedures/terminology using ITIL as a guide. That improvement strategy needs to be ongoing. A lot of organizations setup these processes and forget about and force people to follow them. There is always room for improvement. If you don't take the lessons learned and improve the process they will eventually fail. As far as doing as your told, an organization hires people because they add some type of value. Most organizations do not necessarily want a do as your told person. However, it is critical that in order to make recommendations that a person understands the big picture and the why. It is also important that once a person understands that to make suggestions/solutions. There are a lot of people that will state something is wrong and needs to be fixed, but don't provide a viable solution. If you don't agree with Owner say why and provide another solution. Not all solutions are excepted but you should also be given a reason why, not ITIL doesn't say that. Not to continue the rant because I know a lot of this is in an ideal situation, but if people spend less time complaining about a problem and more time contributing to a solution more things would get done. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL
Re: ITIL Remedy
Kevin, I do not think that if you customize ITSM 7 that you are breaking BMC's rules. At the BMC User World in Vancouver, one of the pre-conference tutorials (a tutorial developed and taught by BMC) was title In-depth Analysis into Best Practices of BMC Remedy IT Service Management 7.x.. Lesson 5 of the tutorial is titled Customizing ITSM Applications. The lesson even describes how to customize the Incident Management Process Flow. I've never heard anything about BMC not supporting a customized ITSM 7 application, nor have I seen any communication from BMC, written or otherwise, that states you are not to customize the apps. By the way, I would be considered both an AR Server application developer and an ITSM implementer. Scott Parrish IT Prophets, LLC (770) 653-5203 www.itprophets.com _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kevin Pulsen Sent: Tuesday, May 06, 2008 12:55 PM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy ** There seems to be a smoldering issue here. In previous versions, you could customize the dickens out of the ootb applications (To fit your business needs). However now with ITSM 7, customization is a four letter word. You are allowed to configure it, but if want to customize it you are breaking BMC's rules. It seems like there is a line being drawn in the sand between the AR Server application developers and the ITSM implementers. Is this thread now really about ITIL and ITSM? Just a reminder, this is the direction BMC is making with it's product line. You may like it, you may hate it, either way it's a product we have to support. Kathy, Was your question answered to your satisfaction? Kevin P. _ Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try http://us.rd.yahoo.com/evt=51733/*http:/mobile.yahoo.com/;_ylt=Ahu06i62sR8H DtDypao8Wcj9tAcJ%20 it now. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: AR Import into SIT:Site
Hi, I guess you could temporarily disable either the filter or the index, and then fix up your related data after the import... Best Regards - Misi, RRR AB, http://rrr.se Hey everyone I'm trying to use AR Import to get about 1800 sites updated with the correct address and zip code. I'm doing an update, so I have the Site ID field in the .csv. When I try and do the import, I get the error: The value(s) for this entry violate a unique index that has been defined for this form -- SIT:Site Alias entry:STA6378 fields: 100074 100078 7 100078 179 (ARERR 382) The unique index must be the Site ID, since when doing an update the Import tool actually deletes the record and then reinserts it to perform the update. The system tries to push 'new' information to Site Alias and causes the error since the Site ID already exists there. Is there a way to force this import through? Thanks, Chris DB SQL 2005 ITSM 7.0 p3 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- This message was scanned by ESVA and is believed to be clean. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ITIL Remedy
SP We can't be bearded hermits hiding in dark server rooms doing mysterious things all day. So, if I understand you correctly, ITIL Best Practices say that I should shave more and get a tan? :-) I can live with that. Thad Esser Remedy Developer Argue for your limitations, and sure enough, they're yours.-- Richard Bach Pierson, Shawn [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 05/06/2008 08:49 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: ITIL Remedy I would add that not only do most organizations not hire someone as only a do as you are told resource, if you adopt that mindset you can get into a lot of trouble. I've been on site at places where people did exactly what management told them to do, which was flawed, then the managers became upset with the consultant for not showing them the better way. Developers have to be skilled at interpreting user requests and requirements into something useful. The same applies for huge, highly-configurable applications like ITSM. If you are a full-time employee or consultant, you are a subject matter expert on Remedy, ITSM, and to some degree ITIL. Of course you are going to have people above you dictating the direction, but if you don't bring up concerns you have with implementing it you're going to have a lot of problems. I've also found that in many cases, the higher up the food chain a person is, the less they care about the details. You may have a CIO or director telling you we have to implement ITIL! but they usually aren't going to focus on specifics. It's not a matter of following orders as much as understanding the best way to interpret them. My current employer really expects me to be aware of what is going on with ITIL and ways other companies are implementing it with ITSM. Whenever I go to my CIO or director and talk to them about the direction I'm going with Remedy, it's not for them to dictate to me who the Owner or Assignee of an Incident should be, it's my job to let them know what I think the best practice is, and what would work best for our company. Anyway, this is just my two cents on this topic. Working in I.T. requires more of us than it used to. We can't be bearded hermits hiding in dark server rooms doing mysterious things all day. We have to be professionals who know how to interact with others and work for the good of our customers. That is, after all, what ITIL is out to help us do. Shawn Pierson -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Brian Pancia Sent: Tuesday, May 06, 2008 10:10 AM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy William hit the nail on the head. Most of these issues are people related. Either there was no buy in at levels, all levels were not involved in the decision/definition/implementation process, or the appropriate training was not given. Not knowing who the Owner is, is a communication/training issue or the definition is not well defined. It is true that organizations have been doing Incident Management since the beginning of time. It's not that by adopting ITIL an organization is implementing ITIL, but moving towards a process improvement strategy and standardize on process/procedures/terminology using ITIL as a guide. That improvement strategy needs to be ongoing. A lot of organizations setup these processes and forget about and force people to follow them. There is always room for improvement. If you don't take the lessons learned and improve the process they will eventually fail. As far as doing as your told, an organization hires people because they add some type of value. Most organizations do not necessarily want a do as your told person. However, it is critical that in order to make recommendations that a person understands the big picture and the why. It is also important that once a person understands that to make suggestions/solutions. There are a lot of people that will state something is wrong and needs to be fixed, but don't provide a viable solution. If you don't agree with Owner say why and provide another solution. Not all solutions are excepted but you should also be given a reason why, not ITIL doesn't say that. Not to continue the rant because I know a lot of this is in an ideal situation, but if people spend less time complaining about a problem and more time contributing to a solution more things would get done. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: Tuesday, May 06, 2008 10:44 AM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy Isn't that generally a people issue? Not to start a flamewar but you'll find those individuals in any setting where there's heavy emotional committment + ideology. To name a few... -Religion -Politics -Global warming (both sides quite frequently)
Re: ITIL Remedy
Actually, I'm not sure that applying customizations to ITSM 7 are in contravention of ITIL - none of the ones that I have had to make to Incident Management were built to get around some ITIL best practice that is built into the OOTB application, they were built to fix some idiotic lapse on the part of the application designers (dropping the ability to select customers using login name or corporate id), or to solve a specific usability problem, fit the customer data to our local situation, or support the Kinetic Request integration. Generally, they had to be made when a data-driven configuration solution would not work, and we do think about those first: we just figured out a data driven solution to use for the Broadcasts module that avoids recreating a customization that we had on the old Bulletins form. Personally, I would not equate deploying ITSM 7 OOTB with buying in to ITIL (which no one above my director has done, anyway, so it is not a driving factor here at all). The ITSM 7 app is just a tool set that facilitates implementing ITIL practices, and an imperfect tool at that. We are working in the opposite direction; when someone complains that they liked how Help Desk 5.5 did something better, usually because of some customization that we had done, we mention that the new application follows ITIL best practices more closely, and that we should be too. I guess we are using ITIL as a crutch, invoking it to avoid excessive customization, but since most of our complaints come from the same group that brought us PeopleSoft OOTB - no customizations allowed or considered (which made it vastly less usable or useful than the custom mainframe application that we had before), turnabout is fair play. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Tuesday, May 06, 2008 12:03 PM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy ** Well, it's really about to what level companies are willing to buy into ITIL. If they want full ITIL, customization of ITSM will reflect that by being minimal. If they want some hybrid of the old and the new, customizations can be extensive, and therefore practically non-upgradeable. Not saying that one path is eminently better, but that one must be chosen. Either do ITIL fully, or don't. If you don't want to, why spend the time and money to implement something like ITSM? Rick On Tue, May 6, 2008 at 9:55 AM, Kevin Pulsen [EMAIL PROTECTED] wrote: ** There seems to be a smoldering issue here. In previous versions, you could customize the dickens out of the ootb applications (To fit your business needs). However now with ITSM 7, customization is a four letter word. You are allowed to configure it, but if want to customize it you are breaking BMC's rules. It seems like there is a line being drawn in the sand between the AR Server application developers and the ITSM implementers. Is this thread now really about ITIL and ITSM? Just a reminder, this is the direction BMC is making with it's product line. You may like it, you may hate it, either way it's a product we have to support. Kathy, Was your question answered to your satisfaction? Kevin P. _ Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. http://us.rd.yahoo.com/evt=51733/*http:/mobile.yahoo.com/;_ylt=Ahu06i62 sR8HDtDypao8Wcj9tAcJ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: AR Import into SIT:Site
I'll probably just have to create a staging form and then push it over with a filter/escalation later. I just can't do it during business hours today, which is what I was hoping for. Thanks Misi -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Misi Mladoniczky Sent: Tuesday, May 06, 2008 12:37 PM To: arslist@ARSLIST.ORG Subject: Re: AR Import into SIT:Site Hi, I guess you could temporarily disable either the filter or the index, and then fix up your related data after the import... Best Regards - Misi, RRR AB, http://rrr.se Hey everyone I'm trying to use AR Import to get about 1800 sites updated with the correct address and zip code. I'm doing an update, so I have the Site ID field in the .csv. When I try and do the import, I get the error: The value(s) for this entry violate a unique index that has been defined for this form -- SIT:Site Alias entry:STA6378 fields: 100074 100078 7 100078 179 (ARERR 382) The unique index must be the Site ID, since when doing an update the Import tool actually deletes the record and then reinserts it to perform the update. The system tries to push 'new' information to Site Alias and causes the error since the Site ID already exists there. Is there a way to force this import through? Thanks, Chris DB SQL 2005 ITSM 7.0 p3 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- This message was scanned by ESVA and is believed to be clean. ___ 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
Re: ITIL Remedy
Scott, You are correct, but BMC sales folks often tell you that you either shouldn't customize or that there is no need to. They also like to push for any customizations, even small cosmetic ones, being something you should hire BMC Professional Services to do. On the other hand, BMC themselves have made ITSM much harder to customize, and has made the patches less transparent. It was much easier to maintain customizations when you could manually install a patch by importing a .def file and see what was going to happen before you do it. With the new method, you basically just have to click next a few times and hope for the best. I think BMC went this route strategically in order to make it easier for novices to install patches. Shawn Pierson From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Scott Parrish Sent: Tuesday, May 06, 2008 12:35 PM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy ** Kevin, I do not think that if you customize ITSM 7 that you are breaking BMC's rules. At the BMC User World in Vancouver, one of the pre-conference tutorials (a tutorial developed and taught by BMC) was title In-depth Analysis into Best Practices of BMC Remedy IT Service Management 7.x.. Lesson 5 of the tutorial is titled Customizing ITSM Applications. The lesson even describes how to customize the Incident Management Process Flow. I've never heard anything about BMC not supporting a customized ITSM 7 application, nor have I seen any communication from BMC, written or otherwise, that states you are not to customize the apps. By the way, I would be considered both an AR Server application developer and an ITSM implementer. Scott Parrish IT Prophets, LLC (770) 653-5203 www.itprophets.com From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kevin Pulsen Sent: Tuesday, May 06, 2008 12:55 PM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy ** There seems to be a smoldering issue here. In previous versions, you could customize the dickens out of the ootb applications (To fit your business needs). However now with ITSM 7, customization is a four letter word. You are allowed to configure it, but if want to customize it you are breaking BMC's rules. It seems like there is a line being drawn in the sand between the AR Server application developers and the ITSM implementers. Is this thread now really about ITIL and ITSM? Just a reminder, this is the direction BMC is making with it's product line. You may like it, you may hate it, either way it's a product we have to support. Kathy, Was your question answered to your satisfaction? Kevin P. Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. http://us.rd.yahoo.com/evt=51733/*http:/mobile.yahoo.com/;_ylt=Ahu06i62 sR8HDtDypao8Wcj9tAcJ%20 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ITIL Remedy
Shawn, I agree, but what you have stated is a far cry from . . . breaking BMC's rules Scott Parrish IT Prophets, LLC (770) 653-5203 www.itprophets.com _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn Sent: Tuesday, May 06, 2008 2:29 PM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy Scott, You are correct, but BMC sales folks often tell you that you either shouldn't customize or that there is no need to. They also like to push for any customizations, even small cosmetic ones, being something you should hire BMC Professional Services to do. On the other hand, BMC themselves have made ITSM much harder to customize, and has made the patches less transparent. It was much easier to maintain customizations when you could manually install a patch by importing a .def file and see what was going to happen before you do it. With the new method, you basically just have to click next a few times and hope for the best. I think BMC went this route strategically in order to make it easier for novices to install patches. Shawn Pierson From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Scott Parrish Sent: Tuesday, May 06, 2008 12:35 PM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy ** Kevin, I do not think that if you customize ITSM 7 that you are breaking BMC's rules. At the BMC User World in Vancouver, one of the pre-conference tutorials (a tutorial developed and taught by BMC) was title In-depth Analysis into Best Practices of BMC Remedy IT Service Management 7.x.. Lesson 5 of the tutorial is titled Customizing ITSM Applications. The lesson even describes how to customize the Incident Management Process Flow. I've never heard anything about BMC not supporting a customized ITSM 7 application, nor have I seen any communication from BMC, written or otherwise, that states you are not to customize the apps. By the way, I would be considered both an AR Server application developer and an ITSM implementer. Scott Parrish IT Prophets, LLC (770) 653-5203 www.itprophets.com _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kevin Pulsen Sent: Tuesday, May 06, 2008 12:55 PM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy ** There seems to be a smoldering issue here. In previous versions, you could customize the dickens out of the ootb applications (To fit your business needs). However now with ITSM 7, customization is a four letter word. You are allowed to configure it, but if want to customize it you are breaking BMC's rules. It seems like there is a line being drawn in the sand between the AR Server application developers and the ITSM implementers. Is this thread now really about ITIL and ITSM? Just a reminder, this is the direction BMC is making with it's product line. You may like it, you may hate it, either way it's a product we have to support. Kathy, Was your question answered to your satisfaction? Kevin P. _ Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try http://us.rd.yahoo.com/evt=51733/*http:/mobile.yahoo.com/;_ylt=Ahu06i62sR8H DtDypao8Wcj9tAcJ%20 it now. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Private and confidential as detailed here http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access hyperlink, please e-mail sender. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ITIL Remedy
I agree with you on the patches, Shawn. It may be easier to use, but I can't imagine telling a customer (or my manager) that I want to install a patch, though I have no idea what effect that patch will have because I don't know the contents. Surely there's some ITIL practice being violated here. I don't think hoping for the best is part of a standard Release or Change Management process. Perhaps someone at BMC could shed some light on why they are using such a process? Rick On Tue, May 6, 2008 at 11:29 AM, Pierson, Shawn [EMAIL PROTECTED] wrote: ** Scott, You are correct, but BMC sales folks often tell you that you either shouldn't customize or that there is no need to. They also like to push for any customizations, even small cosmetic ones, being something you should hire BMC Professional Services to do. On the other hand, BMC themselves have made ITSM much harder to customize, and has made the patches less transparent. It was much easier to maintain customizations when you could manually install a patch by importing a .def file and see what was going to happen before you do it. With the new method, you basically just have to click next a few times and hope for the best. I think BMC went this route strategically in order to make it easier for novices to install patches. Shawn Pierson *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Scott Parrish *Sent:* Tuesday, May 06, 2008 12:35 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: ITIL Remedy ** Kevin, I do not think that if you customize ITSM 7 that you are breaking BMC's rules. At the BMC User World in Vancouver, one of the pre-conference tutorials (a tutorial developed and taught by BMC) was title In-depth Analysis into Best Practices of BMC Remedy IT Service Management 7.x.. Lesson 5 of the tutorial is titled Customizing ITSM Applications. The lesson even describes how to customize the Incident Management Process Flow. I've never heard anything about BMC not supporting a customized ITSM 7 application, nor have I seen any communication from BMC, written or otherwise, that states you are not to customize the apps. By the way, I would be considered both an AR Server application developer and an ITSM implementer. Scott Parrish IT Prophets, LLC (770) 653-5203 www.itprophets.com -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Kevin Pulsen *Sent:* Tuesday, May 06, 2008 12:55 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: ITIL Remedy ** There seems to be a smoldering issue here. In previous versions, you could customize the dickens out of the ootb applications (To fit your business needs). However now with ITSM 7, customization is a four letter word. You are allowed to configure it, but if want to customize it you are breaking BMC's rules. It seems like there is a line being drawn in the sand between the AR Server application developers and the ITSM implementers. Is this thread now really about ITIL and ITSM? Just a reminder, this is the direction BMC is making with it's product line. You may like it, you may hate it, either way it's a product we have to support. Kathy, Was your question answered to your satisfaction? Kevin P. -- Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now.http://us.rd.yahoo.com/evt=51733/*http:/mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ%20__Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Private and confidential as detailed herehttp://www.sug.com/disclaimers/default.htm#Mail. If you cannot access hyperlink, please e-mail sender. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: AR Import into SIT:Site
Hey Fredrick, I'm trying to update old record with new data. According to the help file (actually deletes the record and then reinserts it to perform the update.), it still deletes and recreates the record when that happens, so record number 1 is deleted, a new record number 1 is created with the updated information, and then workflow is firing that pushes information to site alias fires where there is already a record number 1. Unfortunately that stops the import. Tonight I'll make a staging form and import to it, then push the data over, I was just hoping I could do it more easily. Chris -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W Sent: Tuesday, May 06, 2008 1:11 PM To: arslist@ARSLIST.ORG Subject: Re: AR Import into SIT:Site Are you using the Replace Old Record with New Record or the Update Old Record with New Data option? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Christopher Allen Sent: Tuesday, May 06, 2008 12:51 PM To: arslist@ARSLIST.ORG Subject: Re: AR Import into SIT:Site I'll probably just have to create a staging form and then push it over with a filter/escalation later. I just can't do it during business hours today, which is what I was hoping for. Thanks Misi -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Misi Mladoniczky Sent: Tuesday, May 06, 2008 12:37 PM To: arslist@ARSLIST.ORG Subject: Re: AR Import into SIT:Site Hi, I guess you could temporarily disable either the filter or the index, and then fix up your related data after the import... Best Regards - Misi, RRR AB, http://rrr.se Hey everyone I'm trying to use AR Import to get about 1800 sites updated with the correct address and zip code. I'm doing an update, so I have the Site ID field in the .csv. When I try and do the import, I get the error: The value(s) for this entry violate a unique index that has been defined for this form -- SIT:Site Alias entry:STA6378 fields: 100074 100078 7 100078 179 (ARERR 382) The unique index must be the Site ID, since when doing an update the Import tool actually deletes the record and then reinserts it to perform the update. The system tries to push 'new' information to Site Alias and causes the error since the Site ID already exists there. Is there a way to force this import through? Thanks, Chris DB SQL 2005 ITSM 7.0 p3 ___ 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
Re: AR Import into SIT:Site
The record delete must be a v7 change (Import v6 help does not mention it). I might have expected ARS to delete the record when choosing Replace in the Preferences, but I would not have expected the system to do a delete on Update (since on Update only the fields being imported are replaced). Good luck on the staging form tonight. Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Christopher Allen Sent: Tuesday, May 06, 2008 2:50 PM To: arslist@ARSLIST.ORG Subject: Re: AR Import into SIT:Site Hey Fredrick, I'm trying to update old record with new data. According to the help file (actually deletes the record and then reinserts it to perform the update.), it still deletes and recreates the record when that happens, so record number 1 is deleted, a new record number 1 is created with the updated information, and then workflow is firing that pushes information to site alias fires where there is already a record number 1. Unfortunately that stops the import. Tonight I'll make a staging form and import to it, then push the data over, I was just hoping I could do it more easily. Chris -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W Sent: Tuesday, May 06, 2008 1:11 PM To: arslist@ARSLIST.ORG Subject: Re: AR Import into SIT:Site Are you using the Replace Old Record with New Record or the Update Old Record with New Data option? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Christopher Allen Sent: Tuesday, May 06, 2008 12:51 PM To: arslist@ARSLIST.ORG Subject: Re: AR Import into SIT:Site I'll probably just have to create a staging form and then push it over with a filter/escalation later. I just can't do it during business hours today, which is what I was hoping for. Thanks Misi -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Misi Mladoniczky Sent: Tuesday, May 06, 2008 12:37 PM To: arslist@ARSLIST.ORG Subject: Re: AR Import into SIT:Site Hi, I guess you could temporarily disable either the filter or the index, and then fix up your related data after the import... Best Regards - Misi, RRR AB, http://rrr.se Hey everyone I'm trying to use AR Import to get about 1800 sites updated with the correct address and zip code. I'm doing an update, so I have the Site ID field in the .csv. When I try and do the import, I get the error: The value(s) for this entry violate a unique index that has been defined for this form -- SIT:Site Alias entry:STA6378 fields: 100074 100078 7 100078 179 (ARERR 382) The unique index must be the Site ID, since when doing an update the Import tool actually deletes the record and then reinserts it to perform the update. The system tries to push 'new' information to Site Alias and causes the error since the Site ID already exists there. Is there a way to force this import through? Thanks, Chris DB SQL 2005 ITSM 7.0 p3 ___ 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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: AR Import into SIT:Site
A delete of a site record causes a delete of the related site alias records - check the filters! An Update is an Update with no delete. Don't use the replace option myself but that may cause a delete. Then again, I very rarely use the import tool. One thing I do use is logging... (eh Misi?) Have you turn on logging and then read the logs to see what the problem is? I expect it is quite a simple problem at the root of your woes. /Ben -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W Sent: May 6, 2008 10:15 PM To: arslist@ARSLIST.ORG Subject: Re: AR Import into SIT:Site The record delete must be a v7 change (Import v6 help does not mention it). I might have expected ARS to delete the record when choosing Replace in the Preferences, but I would not have expected the system to do a delete on Update (since on Update only the fields being imported are replaced). Good luck on the staging form tonight. Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Christopher Allen Sent: Tuesday, May 06, 2008 2:50 PM To: arslist@ARSLIST.ORG Subject: Re: AR Import into SIT:Site Hey Fredrick, I'm trying to update old record with new data. According to the help file (actually deletes the record and then reinserts it to perform the update.), it still deletes and recreates the record when that happens, so record number 1 is deleted, a new record number 1 is created with the updated information, and then workflow is firing that pushes information to site alias fires where there is already a record number 1. Unfortunately that stops the import. Tonight I'll make a staging form and import to it, then push the data over, I was just hoping I could do it more easily. Chris -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W Sent: Tuesday, May 06, 2008 1:11 PM To: arslist@ARSLIST.ORG Subject: Re: AR Import into SIT:Site Are you using the Replace Old Record with New Record or the Update Old Record with New Data option? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Christopher Allen Sent: Tuesday, May 06, 2008 12:51 PM To: arslist@ARSLIST.ORG Subject: Re: AR Import into SIT:Site I'll probably just have to create a staging form and then push it over with a filter/escalation later. I just can't do it during business hours today, which is what I was hoping for. Thanks Misi -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Misi Mladoniczky Sent: Tuesday, May 06, 2008 12:37 PM To: arslist@ARSLIST.ORG Subject: Re: AR Import into SIT:Site Hi, I guess you could temporarily disable either the filter or the index, and then fix up your related data after the import... Best Regards - Misi, RRR AB, http://rrr.se Hey everyone I'm trying to use AR Import to get about 1800 sites updated with the correct address and zip code. I'm doing an update, so I have the Site ID field in the .csv. When I try and do the import, I get the error: The value(s) for this entry violate a unique index that has been defined for this form -- SIT:Site Alias entry:STA6378 fields: 100074 100078 7 100078 179 (ARERR 382) The unique index must be the Site ID, since when doing an update the Import tool actually deletes the record and then reinserts it to perform the update. The system tries to push 'new' information to Site Alias and causes the error since the Site ID already exists there. Is there a way to force this import through? Thanks, Chris DB SQL 2005 ITSM 7.0 p3 ___ 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 ___ 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
V 7.0.01 menu not working on v5.01 clients
We upgraded to V 7.0.01 last year from V 5.01. I still have some occasional users out there with the V 5.01 WUT. I recently created a new form and discovered that a selection-drop-down list field does not work on the V 5 WUT. I plan to get everyone upgraded, but I was hoping to be able to do it a little at a time. Now I am going to have all of them calling at once. Has anyone encountered this before and if so is there a work-around? Windows Platform MSSQL Andy L. Mayfield Sr. System Operation Specialist Alabama Power Company Office: 205-226-1805 Cell: 205-288-9140 SoLinc: 10*19140 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: V 7.0.01 menu not working on v5.01 clients
I don't think so. The API around the drop-downs changed between 5.0.1 and 7.0.1 (the check-box option, among other things), and the older client API won't mesh with the newer server one. The answer is to upgrade them. Rick On Tue, May 6, 2008 at 2:23 PM, Mayfield, Andy L. [EMAIL PROTECTED] wrote: We upgraded to V 7.0.01 last year from V 5.01. I still have some occasional users out there with the V 5.01 WUT. I recently created a new form and discovered that a selection-drop-down list field does not work on the V 5 WUT. I plan to get everyone upgraded, but I was hoping to be able to do it a little at a time. Now I am going to have all of them calling at once. Has anyone encountered this before and if so is there a work-around? Windows Platform MSSQL Andy L. Mayfield Sr. System Operation Specialist Alabama Power Company Office: 205-226-1805 Cell: 205-288-9140 SoLinc: 10*19140 ___ 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
Re: Custom css
I found out how to add a custom css without messing up my menu bar. I
created an ARSystem.css file that included only the classes that I
want changed. I added this to my Support Files for my application.
I was able to modify the td.BaseTableCell,td.BaseTableCellOdd classes
to get it to show left or right borders for a cell.
I was hoping to do this using a table property so that the column
dividers would span the complete hight of the table.
Visually this is my desired result. I have table calculations that
appear below the table and for each column. It would be easier to see
which column totals are for which columns if the column divider
spanned the hight of the column, even if there is only one or two rows
of data with the table is able to display 20 or so rows.
Any other ideas?
Thanks,
James
On Apr 28, 4:32 pm, jham36 [EMAIL PROTECTED] wrote:
I just did a test and attached the default ARSystem.css from the mid-
tier server to my application without making any changes to it. My
top menu bar in the application got messed up. It looks like it is
trying to display 2 rows with Searches and Set to Defaults on the top
row and Logout and Help buttons on the second row, but the second row
is 75% cut off. As soon ans the ARSystem.css is removed from the
application, it returns to normal.
On Apr 24, 10:56 am, Bradford Bingel [EMAIL PROTECTED] wrote:
Looks like this is for a column divider, not a table border . . .
Let's try another option. In the ARSystem.css file, create the following
new entry:
td.border {
border-width: 2px
}
This assumes you have the ability to customize/change the class argument in
the desired td tag, as in:
table...
tr...
td class=border...
.
.
/td
/tr
/table
If you don't have that ability, you may want to experiment with the
default CSS settings:
* {
.
.
border-width: 2px
.
.
}
If it doesn't exist, you may want to insert it into the ARSystem.css file
(but be prepared to back it out if it impacts too many elements):
* {
border-width: 2px
}
-- Bing
Bradford Bingel (Bing)
ITM3 Californiahttp://www.itm3.com/
[EMAIL PROTECTED] (email)
925-260-6394 (mobile)
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of jham36
Sent: Wednesday, April 23, 2008 8:37 AM
To: [EMAIL PROTECTED]
Subject: Re: Custom css
Page 166 of the Mid Tier 7.0 guide says to modify:
div.BaseTableBar div (column divider)
The ARSystem.css has this entry for that class, already specifying
border-left:
div.BaseTableBar div {
top:0px;
left:5px;
width:1px;
height:2px;
border-left:1px solid #a6a9ac;
cursor:col-resize;
}
The only time I see a border in the table is when I select a row. Any
changes I make to the css file seem to mess up the menu bar on the form.
Strange.
On Apr 23, 11:30 am, Bradford Bingel [EMAIL PROTECTED] wrote:
Try adding the CSS border-width attribute for the referenced class, as
in:
Classname {
.
.
border-width: thin
.
.
}
Other possible values include medium or thick (depending on your
preference). You may also specific a precise width, as in:
border-width: 2px
which is interpreted as a border width of 2 pixels.
The border color may set with a related attribute, border-color, as in:
border-color: #669966
This hexadecimal RGB color code will result in a grey-green border,
but you are free to use any color code you wish, including the color
names green, red, black . . . you get the idea.
You also have the option of specifying unique display instructions for
each border, using:
border-top-width
border-left-width
border-right-width
border-bottom-width
Suggest you try the border-width and border-color examples shown
above.
If there's still a problem or the table is not displaying quite as you
want, there are PLENTY of other options we can try.
-- Bing
Bradford Bingel (Bing)
ITM3 Californiahttp://www.itm3.com/
[EMAIL PROTECTED] (email)
925-260-6394 (mobile)
p.s. For those CSS purists out there (and you know who you are) may
point out you can also define each cell border width and color using
the border-width, border-color, or simply the border attribute,
with some unique argument specifications. Didn't want to get into all
that detail here.
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of jham36
Sent: Tuesday, April 22, 2008 10:26 AM
To: [EMAIL PROTECTED]
Subject: Re: Custom css
I simply want to show column dividers (borders) on a Remedy table
field, between the
Re: V 7.0.01 menu not working on v5.01 clients
There was a change to enum in 5.12 in that the values can be as they were (0,1,2...), or set arbitrarily (1000, 2000, 3000), or queried (though the third option has never been used by BMC and the Admin tool does not support it). ITSM 7 makes generous use of this. I expect that that is your problem. If so, then there is no workaround. 5.0 simply can't understand this and I am not sure what the 5.0 ape will do with field types (or attributes) defined in future releases except to ignore those types of fields (such as this type of enum or currency fields). I would expect that if your enum is of the old type (0,1,2...) that the 5.0 WUT should continue to work. As always, tracing Cheers Ben -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L. Sent: May 6, 2008 11:24 PM To: arslist@ARSLIST.ORG Subject: V 7.0.01 menu not working on v5.01 clients We upgraded to V 7.0.01 last year from V 5.01. I still have some occasional users out there with the V 5.01 WUT. I recently created a new form and discovered that a selection-drop-down list field does not work on the V 5 WUT. I plan to get everyone upgraded, but I was hoping to be able to do it a little at a time. Now I am going to have all of them calling at once. Has anyone encountered this before and if so is there a work-around? Windows Platform MSSQL Andy L. Mayfield Sr. System Operation Specialist Alabama Power Company Office: 205-226-1805 Cell: 205-288-9140 SoLinc: 10*19140 ___ 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
Re: V 7.0.01 menu not working on v5.01 clients
I used a custom numbering of 2, 4, 6 and 8. I did this so that I would be able to go back and add other option in between. I believe at this point I am just going to convert to a search menu setup and be done with it. That's probably the quickest and easiest way to get through it at this point. Andy L. Mayfield Sr. System Operation Specialist Alabama Power Company Office: 205-226-1805 Cell: 205-288-9140 SoLinc: 10*19140 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ben Chernys Sent: Tuesday, May 06, 2008 4:49 PM To: arslist@ARSLIST.ORG Subject: Re: V 7.0.01 menu not working on v5.01 clients There was a change to enum in 5.12 in that the values can be as they were (0,1,2...), or set arbitrarily (1000, 2000, 3000), or queried (though the third option has never been used by BMC and the Admin tool does not support it). ITSM 7 makes generous use of this. I expect that that is your problem. If so, then there is no workaround. 5.0 simply can't understand this and I am not sure what the 5.0 ape will do with field types (or attributes) defined in future releases except to ignore those types of fields (such as this type of enum or currency fields). I would expect that if your enum is of the old type (0,1,2...) that the 5.0 WUT should continue to work. As always, tracing Cheers Ben -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L. Sent: May 6, 2008 11:24 PM To: arslist@ARSLIST.ORG Subject: V 7.0.01 menu not working on v5.01 clients We upgraded to V 7.0.01 last year from V 5.01. I still have some occasional users out there with the V 5.01 WUT. I recently created a new form and discovered that a selection-drop-down list field does not work on the V 5 WUT. I plan to get everyone upgraded, but I was hoping to be able to do it a little at a time. Now I am going to have all of them calling at once. Has anyone encountered this before and if so is there a work-around? Windows Platform MSSQL Andy L. Mayfield Sr. System Operation Specialist Alabama Power Company Office: 205-226-1805 Cell: 205-288-9140 SoLinc: 10*19140 ___ 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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: V 7.0.01 menu not working on v5.01 clients
Or simply add dummy values (and a filter to dissuade users from selecting them) and revert to the old style numbering. The search menu in a different field can be used in a filter to convert to the selection value as well. Cheers Ben -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L. Sent: May 7, 2008 12:04 AM To: arslist@ARSLIST.ORG Subject: Re: V 7.0.01 menu not working on v5.01 clients I used a custom numbering of 2, 4, 6 and 8. I did this so that I would be able to go back and add other option in between. I believe at this point I am just going to convert to a search menu setup and be done with it. That's probably the quickest and easiest way to get through it at this point. Andy L. Mayfield Sr. System Operation Specialist Alabama Power Company Office: 205-226-1805 Cell: 205-288-9140 SoLinc: 10*19140 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ben Chernys Sent: Tuesday, May 06, 2008 4:49 PM To: arslist@ARSLIST.ORG Subject: Re: V 7.0.01 menu not working on v5.01 clients There was a change to enum in 5.12 in that the values can be as they were (0,1,2...), or set arbitrarily (1000, 2000, 3000), or queried (though the third option has never been used by BMC and the Admin tool does not support it). ITSM 7 makes generous use of this. I expect that that is your problem. If so, then there is no workaround. 5.0 simply can't understand this and I am not sure what the 5.0 ape will do with field types (or attributes) defined in future releases except to ignore those types of fields (such as this type of enum or currency fields). I would expect that if your enum is of the old type (0,1,2...) that the 5.0 WUT should continue to work. As always, tracing Cheers Ben -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L. Sent: May 6, 2008 11:24 PM To: arslist@ARSLIST.ORG Subject: V 7.0.01 menu not working on v5.01 clients We upgraded to V 7.0.01 last year from V 5.01. I still have some occasional users out there with the V 5.01 WUT. I recently created a new form and discovered that a selection-drop-down list field does not work on the V 5 WUT. I plan to get everyone upgraded, but I was hoping to be able to do it a little at a time. Now I am going to have all of them calling at once. Has anyone encountered this before and if so is there a work-around? Windows Platform MSSQL Andy L. Mayfield Sr. System Operation Specialist Alabama Power Company Office: 205-226-1805 Cell: 205-288-9140 SoLinc: 10*19140 ___ 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 ___ 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
Re: JOB UK : Senior Technical Support Technician
Hello, I was wondering what is involved to get to work in the UK. I live in the United States however I would like to work in Europe. Who do I contact to get permission to work overseas. In a message dated 4/8/2008 7:22:30 A.M. Pacific Daylight Time, [EMAIL PROTECTED] writes: ** Good Afternoon List, I hope you are all well. I currently have role for a Senior Technical Support Technician to join a team in the UK. The role would be split between home, customer site and my clients offices when required. They are looking for RAC or ATS certification with strong IT architecture skills. The role is responsible for maintaining client IT Architecture and performing level 3 support. There is a full job specification available for interested individuals and I would be happy to discuss this and the remuneration package in more detail off-list. My contact details are below, but I can be contacted directly on +44 1256 885 982 or at [EMAIL PROTECTED] (mailto:[EMAIL PROTECTED]) . Please feel free to submit your CV for consideration. Thank you for your time and I look forward to hearing from you. Kind regards, Rachel Rachel Kerwick Account Manager Resource Management Solutions Ltd. DDI: +44 (0) 1256 885 982 Mobile: +44 (0) 7875 431 604 Tel: +44 (0) 870 803 4080 Fax: +44 (0) 870 803 4090 Email: [EMAIL PROTECTED] (mailto:[EMAIL PROTECTED]) Web: _www.remedynation.com_ (http://www.remedynation.com/) (http://www.linkedin.com/in/RachelmKerwick) Resource Management Solutions Ltd is a limited company registered in England and Wales. This message is subject to and does not create or vary any contractual relationship between Resource Management Solutions LTD. and you. Internet communications are not secure and therefore RMS LTD. does not accept any legal responsibility for the contents of this message. Any views or opinions expressed are those of the author.This message is intended for the addressee(s) only and its contents and any attached files are strictly confidential. If you have received it in error, please contact the sender on the number above.Registered number: 05699342. Registered office: 6 Stocks Barns, Minchens Lane, Bramley, Hampshire, RG26 5BH, United Kingdom. Please consider the environment before printing this email. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ **Wondering what's for Dinner Tonight? Get new twists on family favorites at AOL Food. (http://food.aol.com/dinner-tonight?NCID=aolfod000301) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are inline: JOBUKSen.gifinline: file000.gifinline: file001.gif
User Tool
I keep trying to add in our development server into the account login in screen. For some reason it keeps wiping out the dev server. Before it used to work. Then I upgraded the user tool and now I can not add in the development server. What a pain. I went to see if my preferences were set to a specific server. My login does not have a preference. **Wondering what's for Dinner Tonight? Get new twists on family favorites at AOL Food. (http://food.aol.com/dinner-tonight?NCID=aolfod000301) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: User Tool
Koyb, What version of the user tool did you upgrade from and to? I ran into some similar issues after the version 7.0.01 Patch 004 upgrade, which moved the default home directory from the current user's profile into the All Users profile (C:\Documents and Settings\All Users\Application Data\AR System\User\home). Unfortunately, the All Users profile seems to be read-only by default unless the current user belongs to at least the Power Users group in Windows (most of our users are not). If you are not using a preference server, the login server names would be stored in the file named AR in the home folder (not to be confused with ar.ini, that is a different file). If you are unable to modify this file manually or copy a file into this same directory, then I'm guessing it is simply a write permissions issue. If so, you can simply reinstall the client and modify the default home folder location during the install to point to a different location with write access. You could probably do this without reinstalling, but it would probably require manually updating any registry key values that store any references to the AR home folder path. HTH, Thomas - Original Message - From: Koyb P. Liabt Newsgroups: gmane.comp.crm.arsystem.general To: arslist@ARSLIST.ORG Sent: Tuesday, May 06, 2008 5:49 PM Subject: User Tool ** I keep trying to add in our development server into the account login in screen. For some reason it keeps wiping out the dev server. Before it used to work. Then I upgraded the user tool and now I can not add in the development server. What a pain. I went to see if my preferences were set to a specific server. My login does not have a preference. -- Wondering what's for Dinner Tonight? Get new twists on family favorites at AOL Food. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
