Gaurav Jaidka/OR2/AEPIN is out of the office.

[Gaurav Jaidka]

I will be out of the office starting  05/14/2008 and will not return until
05/21/2008.

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Re: Question: SYS:Notification Messages

[Murtuza B]

Hi,

I have a doc that describes in detail how to add a new field to a
notification. I thk I got it on the BMC support site.
It is primarily for ITSP 4.0, but the ITSM 7 notification workflow
originates from there, so it should be similiar.
Lemme know of an email ID if you need it, since its =~ 1MB.

Rgds,
Murtuza.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: Wednesday, May 14, 2008 1:15 AM
To: arslist@ARSLIST.ORG
Subject: Question: SYS:Notification Messages

I wanted to add another field (Change Type) to one of the out of the box
Notifications, so I added the field to:  SYS:Form Field Selection

The field shows up in the pull down menu in SYS:Notification Messages
- however, when the notification goes out it is just showing as #Change
Type#.

Any ideas why?

Thanks!


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Re: Question: SYS:Notification Messages

[Kevin Shaffer]

Which notification are you trying to add the Change Type field to?  I have 
added it to the Approval notifications and all I had to do was add the 
following set field to the filter , NTE:SHR:TranslateNotificationMessageAPR_135.
 
Set zID Translation Text to REPLACE($zID Translation Text$, "#Change Type#", 
$Change Type$)
 
> Date: Tue, 13 May 2008 21:42:15 +0100> From: [EMAIL PROTECTED]> Subject: Re: 
> Question: SYS:Notification Messages> To: arslist@ARSLIST.ORG> > Hhmm... If I 
> were sure that there was a value in that change record for> Change Type, the 
> only next step I would take would be to log it and> ensure that the Z field 
> is getting set as the filter indicates.> > Other than that, I don't have any 
> more rabbits up my sleeve - sorry.> > -Original Message-> From: 
> Action Request System discussion list(ARSList)> [mailto:[EMAIL PROTECTED] On 
> Behalf Of T. Dee> Sent: Tuesday, May 13, 2008 3:13 PM> To: 
> arslist@ARSLIST.ORG> Subject: Re: Question: SYS:Notification Messages> > 
> Thanks Lisa - I found the one for Change> 
> "NTE:SHR:TranslateNotificationMessageCRQ1_125" and it does have a> 
> translation for #Change Type#, but it is not working.> > Any other 
> suggestions?> > Thanks again.> > Ty> > > On 5/13/08, Lisa Westerfield <[EMAIL 
> PROTECTED]> wrote:> > I've found that there are additional filters that 
> translate the> > #fieldname# from the SYS:form into the $fieldname$ variables 
> that> we're> > use to seeing.> >> > For example, take a look at this filter:> 
> > NTE:SHR:TranslateNotificationMessageINC1_100> >> > It very well could be 
> the one that you need to modify for your change.> >> > Hope that helps,> > 
> LisaD> >> > -Original Message-> > From: Action Request System 
> discussion list(ARSList)> > [mailto
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Kristin S Lowe/Paramus/IBM

[Kristin S Lowe]

I will be out of the office starting  05/13/2008 and will not return until
05/14/2008.

I am in Jury Duty today and will not have access to my email.

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Re: Field 112 control in ITSM 7

[J.T. Shyman]

As a general rule I try to avoid using "copy to new" unless it is a form I
developed. Too many of the OOB forms either have a field that is part of a
unique index (which prevents the new record from being saved at all) or a
field that controls something like security gets copied and probably
shouldn't.

Thanks for the heads up on this one.

--- J.T. Shyman

 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Tuesday, May 13, 2008 5:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: Field 112 control in ITSM 7

This server and all of my test servers along the way have always been
set to Enable Multiple Assign Groups at birth.  I know it is working
because we have run into another idiosyncrasy where my data manager had
copied to new several support staff records from customer records (only
the login name differs, then you add all of the permissions to the new
record). Those support staff records were visible to other companies
that should not have been able to see them.  It turns out that they
still carried the group ID for the original, global customer company, as
well as the new group id for their new home operational company.  This
only occurs when you copy to new in CTM:People.

Thanks for the tips.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
Sent: Tuesday, May 13, 2008 3:58 PM
To: arslist@ARSLIST.ORG
Subject: Re: Field 112 control in ITSM 7

Chris,

In my experiments with ITSM 7.0.3 Patch 7 I've found that field
112
on HPD:Help Desk will get set with multiple values if the option "Enable
Multiple Assign Groups" is turned on for the AR Server. 

Additionally, I've found that field 112 gets set with the
company
values from the Customer, Contact and Categorization tab and NOT from
the
Assignment tab (and seems to be updated when any of these changes). In
other
words, Support Company does not get populated into field ID 112. This
would
seem to be counter-intuitive, no? My guess is that BMC reasoned the
categorization and support company would match.

Something else to watch out for: If multiple assign groups is
enabled and you have an incident with a contact in Company A, a customer
in
Company B, a categorization from Company C and a Support company of
Company
D then all users who have access to Company A, Company B or Company C
will
be able to view the incident. Users in Company D will not be able to. 

--- J.T. Shyman

 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Tuesday, May 13, 2008 4:19 PM
To: arslist@ARSLIST.ORG
Subject: Field 112 control in ITSM 7

It has become evident that the ITSM 7 application does not, in fact,
implement multi-tenancy properly, only a faint shadow of it.  We had
been led to believe in all of our discussions with engineers at two
different UserWorlds (and had not been able to disprove it in testing)
that the permissions of an Incident would be modified to reflect the
customer, current owner, and current assigned group throughout the life
cycle of the request.  This is not, in fact, what is taking place, OOTB,
at least not once you have patched through 007.  The only permissions
being posted to the incident are those of the customer - one group id in
field 112.

Has anyone had to supplement the ITSM 7 application with workflow that
dynamically and explicitly adds group information to field 112 for the
assigned support group and the owner group, and removes it as the
incident changes assignment/ownership?  If not, I guess I will be
inventing it from scratch - this HAS to work.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/ 



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Re: Value too large for the meta table FIELD_DISPROP table!!!

[Walters, Mark]

Joe,

 

Is this a Unicode ARS installation and which platform is it on?  Does
the view contain accented characters?  If so it may be that the NLS_LANG
is not set correctly - for Unicode systems it should end .AL32UTF8

 

Mark Walters

 

The opinions, statements, and/or suggested courses of action expressed
in this E-mail do not necessarily reflect those of BMC Software, Inc.
My voluntary participation in this forum is not intended to convey a
role as a spokesperson, liaison or support representative for BMC
Software, Inc.

 

 

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: 13 May 2008 21:45
To: arslist@ARSLIST.ORG
Subject: Value too large for the meta table FIELD_DISPROP table!!!

 

** 

I got this strange error when the SLM install script was trying to
import one of the views. This is strange considering that a value being
inserted into a meta data table should not have technically overshot the
column length..

 

Failure during SQL operation to the database: ORA-12899: value too large
for column "ARADMIN701"."FIELD_DISPPROP"."PROPSHORT" (actual: 270,
maximum: 255) (ARERR 552)

 

It looks like the data that needs to be written to this column is 15
characters too large..

 

Has anyone else seen a problem like this and if so how did you'll get
around it? I'm not quite excited by the thought of having to alter a
meta data table although that seems to be the only logical thing to do
given this situation..

 

Cheers

 

Joe D'Souza

 

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Re: Field 112 control in ITSM 7

[strauss]

This server and all of my test servers along the way have always been
set to Enable Multiple Assign Groups at birth.  I know it is working
because we have run into another idiosyncrasy where my data manager had
copied to new several support staff records from customer records (only
the login name differs, then you add all of the permissions to the new
record). Those support staff records were visible to other companies
that should not have been able to see them.  It turns out that they
still carried the group ID for the original, global customer company, as
well as the new group id for their new home operational company.  This
only occurs when you copy to new in CTM:People.

Thanks for the tips.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
Sent: Tuesday, May 13, 2008 3:58 PM
To: arslist@ARSLIST.ORG
Subject: Re: Field 112 control in ITSM 7

Chris,

In my experiments with ITSM 7.0.3 Patch 7 I've found that field
112
on HPD:Help Desk will get set with multiple values if the option "Enable
Multiple Assign Groups" is turned on for the AR Server. 

Additionally, I've found that field 112 gets set with the
company
values from the Customer, Contact and Categorization tab and NOT from
the
Assignment tab (and seems to be updated when any of these changes). In
other
words, Support Company does not get populated into field ID 112. This
would
seem to be counter-intuitive, no? My guess is that BMC reasoned the
categorization and support company would match.

Something else to watch out for: If multiple assign groups is
enabled and you have an incident with a contact in Company A, a customer
in
Company B, a categorization from Company C and a Support company of
Company
D then all users who have access to Company A, Company B or Company C
will
be able to view the incident. Users in Company D will not be able to. 

--- J.T. Shyman

 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Tuesday, May 13, 2008 4:19 PM
To: arslist@ARSLIST.ORG
Subject: Field 112 control in ITSM 7

It has become evident that the ITSM 7 application does not, in fact,
implement multi-tenancy properly, only a faint shadow of it.  We had
been led to believe in all of our discussions with engineers at two
different UserWorlds (and had not been able to disprove it in testing)
that the permissions of an Incident would be modified to reflect the
customer, current owner, and current assigned group throughout the life
cycle of the request.  This is not, in fact, what is taking place, OOTB,
at least not once you have patched through 007.  The only permissions
being posted to the incident are those of the customer - one group id in
field 112.

Has anyone had to supplement the ITSM 7 application with workflow that
dynamically and explicitly adds group information to field 112 for the
assigned support group and the owner group, and removes it as the
incident changes assignment/ownership?  If not, I guess I will be
inventing it from scratch - this HAS to work.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/ 



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Re: email question

[Joe DeSouza]

Earlier versions of the email engine needed a line seperator for each entity in 
the notify list.. I think pre ARS 6.x versions of the email engine..
What version are you on?
Joe



- Original Message 
From: Gary Opela (Corporate) <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Tuesday, May 13, 2008 4:08:28 PM
Subject: email question

** 
I am doing a notify filter that uses email. On the Recipient line, I’m 
specifying a mix of field values and groups.
 
I currently have the recipient set as: $Originator$; Finance; Contracts; 
$data_Purchaser$
 
Originator and data_Purchaser fields, Finance and Contracts are groups.

I want the email to go out to the Originator, the data_Purchaser, and everyone 
in contracts and finance.

I’m having a few issues that I’m not yet sure from where they are coming. I 
just wanted to make sure I had this part of it correct first.
 
Any comments?
 
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® Level 3 Rated Company




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Re: Field 112 control in ITSM 7

[strauss]

That seemed the most obvious solution - I just wondered if anyone had
done it and had success, i.e., not found serious flaws in it where it
would break something else.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Feliciano, Ferdinand, A
(Rocky)
Sent: Tuesday, May 13, 2008 3:27 PM
To: arslist@ARSLIST.ORG
Subject: Re: Field 112 control in ITSM 7

Create a workflow on modify that will set the value of field 112 to
$group1$ + $group2$ + $group3$.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Tuesday, May 13, 2008 1:19 PM
To: arslist@ARSLIST.ORG
Subject: Field 112 control in ITSM 7

It has become evident that the ITSM 7 application does not, in fact,
implement multi-tenancy properly, only a faint shadow of it.  We had
been led to believe in all of our discussions with engineers at two
different UserWorlds (and had not been able to disprove it in testing)
that the permissions of an Incident would be modified to reflect the
customer, current owner, and current assigned group throughout the life
cycle of the request.  This is not, in fact, what is taking place, OOTB,
at least not once you have patched through 007.  The only permissions
being posted to the incident are those of the customer - one group id in
field 112.

Has anyone had to supplement the ITSM 7 application with workflow that
dynamically and explicitly adds group information to field 112 for the
assigned support group and the owner group, and removes it as the
incident changes assignment/ownership?  If not, I guess I will be
inventing it from scratch - this HAS to work.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/


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Re: Field 112 control in ITSM 7

[J.T. Shyman]

Chris,

In my experiments with ITSM 7.0.3 Patch 7 I've found that field 112
on HPD:Help Desk will get set with multiple values if the option "Enable
Multiple Assign Groups" is turned on for the AR Server. 

Additionally, I've found that field 112 gets set with the company
values from the Customer, Contact and Categorization tab and NOT from the
Assignment tab (and seems to be updated when any of these changes). In other
words, Support Company does not get populated into field ID 112. This would
seem to be counter-intuitive, no? My guess is that BMC reasoned the
categorization and support company would match.

Something else to watch out for: If multiple assign groups is
enabled and you have an incident with a contact in Company A, a customer in
Company B, a categorization from Company C and a Support company of Company
D then all users who have access to Company A, Company B or Company C will
be able to view the incident. Users in Company D will not be able to. 

--- J.T. Shyman

 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Tuesday, May 13, 2008 4:19 PM
To: arslist@ARSLIST.ORG
Subject: Field 112 control in ITSM 7

It has become evident that the ITSM 7 application does not, in fact,
implement multi-tenancy properly, only a faint shadow of it.  We had
been led to believe in all of our discussions with engineers at two
different UserWorlds (and had not been able to disprove it in testing)
that the permissions of an Incident would be modified to reflect the
customer, current owner, and current assigned group throughout the life
cycle of the request.  This is not, in fact, what is taking place, OOTB,
at least not once you have patched through 007.  The only permissions
being posted to the incident are those of the customer - one group id in
field 112.

Has anyone had to supplement the ITSM 7 application with workflow that
dynamically and explicitly adds group information to field 112 for the
assigned support group and the owner group, and removes it as the
incident changes assignment/ownership?  If not, I guess I will be
inventing it from scratch - this HAS to work.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/ 


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Value too large for the meta table FIELD_DISPROP table!!!

[Joe DeSouza]

I got this strange error when the SLM install script was trying to import one 
of the views. This is strange considering that a value being inserted into a 
meta data table should not have technically overshot the column length..
Failure during SQL operation to the database: ORA-12899: value too large for 
column "ARADMIN701"."FIELD_DISPPROP"."PROPSHORT" (actual: 270, maximum: 255) 
(ARERR 552)
It looks like the data that needs to be written to this column is 15 characters 
too large..
Has anyone else seen a problem like this and if so how did you'll get around 
it? I'm not quite excited by the thought of having to alter a meta data table 
although that seems to be the only logical thing to do given this situation..
Cheers
Joe D'Souza



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Re: Question: SYS:Notification Messages

[Lisa Westerfield]

Hhmm...  If I were sure that there was a value in that change record for
Change Type, the only next step I would take would be to log it and
ensure that the Z field is getting set as the filter indicates.

Other than that, I don't have any more rabbits up my sleeve - sorry.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: Tuesday, May 13, 2008 3:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: Question: SYS:Notification Messages

Thanks Lisa - I found the one for Change
"NTE:SHR:TranslateNotificationMessageCRQ1_125" and it does have a
translation for #Change Type#, but it is not working.

Any other suggestions?

Thanks again.

Ty


On 5/13/08, Lisa Westerfield <[EMAIL PROTECTED]> wrote:
> I've found that there are additional filters that translate the
> #fieldname# from the SYS:form into the $fieldname$ variables that
we're
> use to seeing.
>
> For example, take a look at this filter:
> NTE:SHR:TranslateNotificationMessageINC1_100
>
> It very well could be the one that you need to modify for your change.
>
> Hope that helps,
> LisaD
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
> Sent: Tuesday, May 13, 2008 2:45 PM
> To: arslist@ARSLIST.ORG
> Subject: Question: SYS:Notification Messages
>
> I wanted to add another field (Change Type) to one of the out of the
> box Notifications, so I added the field to:  SYS:Form Field Selection
>
> The field shows up in the pull down menu in SYS:Notification Messages
> - however, when the notification goes out it is just showing as
> #Change Type#.
>
> Any ideas why?
>
> Thanks!
>
>

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Re: ITSM 7, CMDB CI and Product Definitions

[Victor]

The problem with Categorization Subclasses is that you cannot introduce new 
attributes with different permission group. In cases where,  for example, it 
is not acceptable for server servicing group to change PC configurations 
which is the domain of PC servicing group you cannot put everything in 
BMC_ComputerSystem Class

Victor

On Tuesday 13 of May 2008 17:30:03 Rick Cook wrote:
> And BMC's #1 rule on customizing the CMDB CDM is to try to create
> Categorization Subclasses under an existing class structure before creating
> new classes.  Creating new classes and subclasses should be reserved for
> situations that can be proven to not fit into any of the existing ones.
> That's how BMC_ComputerSystem can be used to contain almost all
> discoverable IT assets.
>
> Rick
>
> On Tue, May 13, 2008 at 8:19 AM, Phil Murnane <[EMAIL PROTECTED]> wrote:
> > **
> >
> > Kevin:
> >
> >
> >
> > This situation is not a ploy to sell services.  In its simplest form, the
> > fact is that ITIL adoption is a complex endeavor, and if your
> > organization is not willing to front-load their effort, then ITIL
> > adoption may not be for them.  Everything that Chris mentioned is
> > important.  Beyond what Chris wrote, it's necessary to understand the
> > thought processes that lead him to write what he did.
> >
> >
> >
> > If your concern is future usability, then it is necessary to make your
> > very best effort to anticipate what the future needs will be.  Only after
> > this process is grossly conlcluded can the CMDB be configured to meet the
> > need.  Along with this concept, understand that the expected need will
> > never exactly match the actual future need, and so all you can do is make
> > your best effort.
> >
> >
> >
> > Just like CQI, ITIL is a journey, not a destination.
> >
> >
> >
> > Less philosophically, my strongest recommendation to a customer is to not
> > add any new attributes or classes unless there is a demonstrable business
> > need for the new class/attribute.  In my experience, customers are often
> > suprised how many CIs can be tracked using simply the BaseElement class. 
> > My personal #1 rule of CMDB: unless there is a business need to consume
> > the data, do not store the data in the CMDB.  This rule extends to the
> > Product Catalog, in that if there is no need to consume the data, then
> > there is no need to categorize the data.
> >
> >
> >
> > Also, as Shawn mentioned, if you're using BMC's AM module, you have many
> > restrictions in the day-to-day use of your data, so some of these
> > questions, when pursued to their logical conclusion, will lead you to "it
> > doesn't matter."
> >
> >
> >
> > Just My $0.02,
> >
> > --Phil
> >
> >
> > - Original Message 
> > From: Kevin Pulsen <[EMAIL PROTECTED]>
> > To: arslist@ARSLIST.ORG
> > Sent: Tuesday, May 13, 2008 6:35:07 AM
> > Subject: Re: ITSM 7, CMDB CI and Product Definitions
> >
> > **   Thank you Shawn for your reply.
> >
> > My concern is, and this is what I have heard from BMC, when designing
> > your Product categories, you need to think ahead to the design of the
> > CMDB as well. It's all interrelated and affects reporting, trending
> > analysis etc.
> >
> > I find it very difficult to design my Product categories and place all of
> > the Non-Asset items in an 'OTHER' category, only to find out 2 years down
> > the road our CMDB is messed up and mostly useless.
> >
> > Was this information from BMC a ploy to sell more Professional Services?
> >
> > I just hope to look enough ahead of the road to see the brick wall coming
> > at me, that's all.
> >
> > Thanks again,
> >
> > Kevin P.
> >
> >
> >
> > **
> >
> > Part of the problem is that there are no good answers to your questions.
> > By default, we put things in the BMC_ComputerSystem class, unless it fits
> > in somewhere else.  So a Blackberry technically is a computer, just a
> > tiny one.  So is a calculator.
> >
> >
> >
> > Stuff that doesn't have a class and isn't anything remotely close to
> > being a computer goes in as "equipment".
> >
> >
> >
> > I'm wary of creating new classes unless there is a demonstrable need for
> > it that is so strong we can't live without it.  My users already hate
> > that they have nothing in Asset Management to be able to search across
> > the different classes (e.g. how do you find, in ITSM, all Assets located
> > on the third floor of a certain building?  The data exists, but there is
> > no screen for users to pull that type of information.)  New classes make
> > the system harder to use.  In fact, rather than creating a bunch of new
> > classes, we've hidden some of the OOB classes to make the system easier
> > to navigate.
> >
> >
> >
> > Shawn Pierson
> >
> > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> > html___
> >
> >  __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> > html___
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Re: Field 112 control in ITSM 7

[Feliciano, Ferdinand, A (Rocky)]

Create a workflow on modify that will set the value of field 112 to $group1$ + 
$group2$ + $group3$.

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of strauss
Sent: Tuesday, May 13, 2008 1:19 PM
To: arslist@ARSLIST.ORG
Subject: Field 112 control in ITSM 7

It has become evident that the ITSM 7 application does not, in fact,
implement multi-tenancy properly, only a faint shadow of it.  We had
been led to believe in all of our discussions with engineers at two
different UserWorlds (and had not been able to disprove it in testing)
that the permissions of an Incident would be modified to reflect the
customer, current owner, and current assigned group throughout the life
cycle of the request.  This is not, in fact, what is taking place, OOTB,
at least not once you have patched through 007.  The only permissions
being posted to the incident are those of the customer - one group id in
field 112.

Has anyone had to supplement the ITSM 7 application with workflow that
dynamically and explicitly adds group information to field 112 for the
assigned support group and the owner group, and removes it as the
incident changes assignment/ownership?  If not, I guess I will be
inventing it from scratch - this HAS to work.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

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CONFIDENTIAL information and is intended only for the use of the specific 
individual(s) to whom it is addressed.  It may contain information that is 
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Re: Field 112 control in ITSM 7

[William Rentfrow]

We did it but not through group 112.

The reason we chose to go that was strategic - we do not know what
changes BMC will make in future versions to break whatever we
customized.

Instead we did it through Dynamic Groups + workflow.  In the end it was
pretty slick and conditional.

Contact me off-list for specifics if you need.

William Rentfrow, Principal Consultant
[EMAIL PROTECTED]
C 701-306-6157
O 952-432-0227

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Tuesday, May 13, 2008 3:19 PM
To: arslist@ARSLIST.ORG
Subject: Field 112 control in ITSM 7

It has become evident that the ITSM 7 application does not, in fact,
implement multi-tenancy properly, only a faint shadow of it.  We had
been led to believe in all of our discussions with engineers at two
different UserWorlds (and had not been able to disprove it in testing)
that the permissions of an Incident would be modified to reflect the
customer, current owner, and current assigned group throughout the life
cycle of the request.  This is not, in fact, what is taking place, OOTB,
at least not once you have patched through 007.  The only permissions
being posted to the incident are those of the customer - one group id in
field 112.

Has anyone had to supplement the ITSM 7 application with workflow that
dynamically and explicitly adds group information to field 112 for the
assigned support group and the owner group, and removes it as the
incident changes assignment/ownership?  If not, I guess I will be
inventing it from scratch - this HAS to work.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center http://itsm.unt.edu/ 


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Field 112 control in ITSM 7

[strauss]

It has become evident that the ITSM 7 application does not, in fact,
implement multi-tenancy properly, only a faint shadow of it.  We had
been led to believe in all of our discussions with engineers at two
different UserWorlds (and had not been able to disprove it in testing)
that the permissions of an Incident would be modified to reflect the
customer, current owner, and current assigned group throughout the life
cycle of the request.  This is not, in fact, what is taking place, OOTB,
at least not once you have patched through 007.  The only permissions
being posted to the incident are those of the customer - one group id in
field 112.

Has anyone had to supplement the ITSM 7 application with workflow that
dynamically and explicitly adds group information to field 112 for the
assigned support group and the owner group, and removes it as the
incident changes assignment/ownership?  If not, I guess I will be
inventing it from scratch - this HAS to work.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/ 

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Re: Question: SYS:Notification Messages

[T. Dee]

Thanks Lisa - I found the one for Change
"NTE:SHR:TranslateNotificationMessageCRQ1_125" and it does have a
translation for #Change Type#, but it is not working.

Any other suggestions?

Thanks again.

Ty


On 5/13/08, Lisa Westerfield <[EMAIL PROTECTED]> wrote:
> I've found that there are additional filters that translate the
> #fieldname# from the SYS:form into the $fieldname$ variables that we're
> use to seeing.
>
> For example, take a look at this filter:
> NTE:SHR:TranslateNotificationMessageINC1_100
>
> It very well could be the one that you need to modify for your change.
>
> Hope that helps,
> LisaD
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
> Sent: Tuesday, May 13, 2008 2:45 PM
> To: arslist@ARSLIST.ORG
> Subject: Question: SYS:Notification Messages
>
> I wanted to add another field (Change Type) to one of the out of the
> box Notifications, so I added the field to:  SYS:Form Field Selection
>
> The field shows up in the pull down menu in SYS:Notification Messages
> - however, when the notification goes out it is just showing as
> #Change Type#.
>
> Any ideas why?
>
> Thanks!
>
> 
> ___
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> Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> This message is subject to and does not create or vary any contractual 
> relationship between TuringSMI, SMI Technologies, SMI Telco, its subsidiaries 
> or affiliates and you. Internet communications are not secure and therefore 
> the TuringSMI Group 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.
>
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Re: Data types not appropriate for arithmitic operation

[Arner, Todd]

I have had trouble in the past using the / symbol in the name.  My fix
was to remove the / from the name.  It shouldn't matter since the / is
enclosed in quotes, but I have seen this cause the error you are
getting.

Todd Arner 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Drew Shuller
Sent: Tuesday, May 13, 2008 11:21 AM
To: arslist@ARSLIST.ORG
Subject: Data types not appropriate for arithmitic operation

Hello everyone, could someone give me a sanity check? I have a filter
that 
pulls data from a staging form and pushes it into the AST:WorkLog form. 
But it errors out:ARERR [312] Data types are not appropriate for
arithmetic operation

Here's my set fields:
((( "Server Start/Stop Instructions: " + $SRVR_STRT_STP_INSTR_DESC?$) + 
". ") +  "
Server Function Description: ") + $SRVR_FUNCTN_DESC$

Those fields are character fields. The field in AST:Worklog is also a 
character field, with a length of 0. This should be working, shouldn't
it? 
Or am I missing something?

Drew
Tulsa


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email question

[Gary Opela (Corporate)]

I am doing a notify filter that uses email. On the Recipient line, I'm
specifying a mix of field values and groups.

 

I currently have the recipient set as: $Originator$; Finance; Contracts;
$data_Purchaser$

 

Originator and data_Purchaser fields, Finance and Contracts are groups.


I want the email to go out to the Originator, the data_Purchaser, and
everyone in contracts and finance.


I'm having a few issues that I'm not yet sure from where they are
coming. I just wanted to make sure I had this part of it correct first.

 

Any comments?

 

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

 


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Re: Question: SYS:Notification Messages

[Lisa Westerfield]

I've found that there are additional filters that translate the
#fieldname# from the SYS:form into the $fieldname$ variables that we're
use to seeing.

For example, take a look at this filter:
NTE:SHR:TranslateNotificationMessageINC1_100

It very well could be the one that you need to modify for your change.

Hope that helps,
LisaD

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: Tuesday, May 13, 2008 2:45 PM
To: arslist@ARSLIST.ORG
Subject: Question: SYS:Notification Messages

I wanted to add another field (Change Type) to one of the out of the
box Notifications, so I added the field to:  SYS:Form Field Selection

The field shows up in the pull down menu in SYS:Notification Messages
- however, when the notification goes out it is just showing as
#Change Type#.

Any ideas why?

Thanks!


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This message is subject to and does not create or vary any contractual 
relationship between TuringSMI, SMI Technologies, SMI Telco, its subsidiaries 
or affiliates and you. Internet communications are not secure and therefore the 
TuringSMI Group 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.

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Question: SYS:Notification Messages

[T. Dee]

I wanted to add another field (Change Type) to one of the out of the
box Notifications, so I added the field to:  SYS:Form Field Selection

The field shows up in the pull down menu in SYS:Notification Messages
- however, when the notification goes out it is just showing as
#Change Type#.

Any ideas why?

Thanks!

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Re: Populating CMDDB by discovery....how?

[Richard Copits]

Great! Thank you!!

 

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Roger Justice
Sent: Tuesday, May 13, 2008 2:58 PM
To: arslist@ARSLIST.ORG
Subject: Re: Populating CMDDB by discoveryhow?

 

** No built in tool. If you go to 
http://developer.bmc.com/bmcdn/bmcdn/landing.jsf you can download the SMS 
integration that is free. THe manuals are included.


-Original Message-
From: Richard Copits <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Tue, 13 May 2008 1:51 pm
Subject: Populating CMDDB by discoveryhow?

** 

I’m new to 7.x and have a test system that I’m building. I just finished

installing the integration engine. I’ve read sort of spotty references

to being able to do “discovery” of assets on a network. But, I have

found nothing in the manuals under “discovery” – or in the Master

Index. We have an SMS system that we use and if possible I’d like to

use that, but if there is a built-in discovery tool with Remedy I’d be

willing to try that instead – but if there is, where do I find it?

Also….anyone who uses SMS as a data source…..what are your

experiences with that way of populating the database?

 

Thanks!!

 


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delete all copies from your system without disclosing, copying, or transmitting 
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this message.

Re: Asset Admin license removals

[Doug Blair]

Dave,

I think you're probably better off creating new people permission group 
records for the new permission and then modifying the existing records for 
the old permission.

The contents of the z1D_Action field control what happens to the 
Application License field on the User form. Take a look at the highest 
number filters on CTM:People Permission Groups, and look at what happens 
when you set the action to "REMOVE"

Doug

.. Original Message ...
On Tue, 13 May 2008 12:53:33 -0500 "Drake,Dave" <[EMAIL PROTECTED]> 
wrote:
>Aye, I can use an escalation to modify the CTM:People Permission Group 
entries, but that doesn't seem to affect the User form records 
>
>-Original Message-
>From: Action Request System discussion list(ARSList) 
[mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M
>Sent: Tuesday, May 13, 2008 11:46 AM
>To: arslist@ARSLIST.ORG
>Subject: Re: Asset Admin license removals
>
>Dave - not sure if this is correct in your version, but in 7.1.0 you can 
look for the form called CTM:People Permission Groups
>
>You should be able to query on that form where Permission Group = Asset 
User and then do a modify all to change those to Asset Viewer.
>
>I'm guessing that in 7.0.1 it is something similar.
>Hope this helps.
>:)
>
>Candace DeCou
>
>DOI Remedy Systems Analyst
>Verizon Business
>Office:  (408) 371-1112
>
>Email: [EMAIL PROTECTED] 
>
> 
>
>Verizon Business - global capability, personal accountability. 
>
>This e-mail is strictly confidential and intended only for use by the 
addressee unless otherwise indicated
>
>
>-Original Message-
>From: Action Request System discussion list(ARSList) 
[mailto:[EMAIL PROTECTED] On Behalf Of Drake,Dave
>Sent: Tuesday, May 13, 2008 9:38 AM
>To: arslist@ARSLIST.ORG
>Subject: Asset Admin license removals
>
>Hi all,
>I've got about a thousand people records that I need to remove the asset 
admin licenses they were previously assigned, and replace those with Asset 
Viewers instead. Any pointers greatly appreciated! ;)
>
>ARS 7.0.1 p002, ITSM 7.0.1 p003, CMDB 2.0.1 p002, SQL 2K, Win2K3 servers
>
>Dave Drake, Remedy Admistrator, Cerner
>
>--
>CONFIDENTIALITY NOTICE This message and any included attachments are from 
Cerner Corporation and are intended only for the addressee. The information 
contained in this message is confidential and may constitute inside or 
non-public information under international, federal, or state securities 
laws. Unauthorized forwarding, printing, copying, distribution, or use of 
such information is strictly prohibited and may be unlawful. If you are not 
the addressee, please promptly delete this message and notify the sender of 
the delivery error by e-mail or you may call Cerner's corporate offices in 
Kansas City, Missouri, U.S.A at (+1) (816)221-1024.
>
>
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Remedy Skilled Professional
doug  blairing com
+1 224-558-5462
Sent from my Treo, usual caveats apply

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Re: Asset Admin license removals

[Decou, Candace M]

My pleasure - keep us posted.
:)

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Drake,Dave
Sent: Tuesday, May 13, 2008 11:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: Asset Admin license removals

Awesome!  Thank you 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M
Sent: Tuesday, May 13, 2008 1:32 PM
To: arslist@ARSLIST.ORG
Subject: Re: Asset Admin license removals

H - well then I might recommend that you snoop around some of the
filters that fire on Modify from the CTM:People Permission Group form -
may be in the range of the CTM:PPG:UpdateGroupList filters.  See if you
can modify or figure out how to make those fire correctly to reset
values in the User form when you perform your update.
:)


Candace DeCou

DOI Remedy Systems Analyst
Verizon Business
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Drake,Dave
Sent: Tuesday, May 13, 2008 10:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: Asset Admin license removals

Aye, I can use an escalation to modify the CTM:People Permission Group
entries, but that doesn't seem to affect the User form records 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M
Sent: Tuesday, May 13, 2008 11:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: Asset Admin license removals

Dave - not sure if this is correct in your version, but in 7.1.0 you can
look for the form called CTM:People Permission Groups

You should be able to query on that form where Permission Group = Asset
User and then do a modify all to change those to Asset Viewer.

I'm guessing that in 7.0.1 it is something similar.
Hope this helps.
:)

Candace DeCou

DOI Remedy Systems Analyst
Verizon Business
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Drake,Dave
Sent: Tuesday, May 13, 2008 9:38 AM
To: arslist@ARSLIST.ORG
Subject: Asset Admin license removals

Hi all,
I've got about a thousand people records that I need to remove the asset
admin licenses they were previously assigned, and replace those with
Asset Viewers instead. Any pointers greatly appreciated! ;)

ARS 7.0.1 p002, ITSM 7.0.1 p003, CMDB 2.0.1 p002, SQL 2K, Win2K3 servers

Dave Drake, Remedy Admistrator, Cerner

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from Cerner Corporation and are intended only for the addressee. The
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inside or non-public information under international, federal, or state
securities laws. Unauthorized forwarding, printing, copying,
distribution, or use of such information is strictly prohibited and may
be unlawful. If you are not the addressee, please promptly delete this
message and notify the sender of the delivery error by e-mail or you may
call Cerner's corporate offices in Kansas City, Missouri, U.S.A at (+1)
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Re: Populating CMDDB by discovery....how?

[Roger Justice]

No built in tool. If you go to 
http://developer.bmc.com/bmcdn/bmcdn/landing.jsf you can download the SMS 
integration that is free. THe manuals are included.


-Original Message-
From: Richard Copits <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Tue, 13 May 2008 1:51 pm
Subject: Populating CMDDB by discoveryhow?


** 

I’m new to 7.x and have a test system that I’m building. I just finished

installing the integration engine. I’ve read sort of spotty references

to being able to do “discovery” of assets on a network. But, I have

found nothing in the manuals under “discovery” – or in the Master

Index. We have an SMS system that we use and if possible I’d like to

use that, but if there is a built-in discovery tool with Remedy I’d be

willing to try that instead – but if there is, where do I find it?

Also….anyone who uses SMS as a data source…..what are your

experiences with that way of populating the database?

 

Thanks!!

 


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Populating CMDDB by discovery....how?

[Richard Copits]

I'm new to 7.x and have a test system that I'm building. I just finished

installing the integration engine. I've read sort of spotty references

to being able to do "discovery" of assets on a network. But, I have

found nothing in the manuals under "discovery" - or in the Master

Index. We have an SMS system that we use and if possible I'd like to

use that, but if there is a built-in discovery tool with Remedy I'd be

willing to try that instead - but if there is, where do I find it?

Alsoanyone who uses SMS as a data source.what are your

experiences with that way of populating the database?

 

Thanks!!

 


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message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
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Re: Import into HPD:HelpDesk ARS 6.3

[Heinzel, Jamie]

Thanks for all your help and guidance on this, I'll try what you said
and see how it goes.

 

Jamie

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Scott Parrish
Sent: Tuesday, May 13, 2008 1:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: Import into HPD:HelpDesk ARS 6.3

 

Jamie,

Without knowing all of the ins and outs of your environment and exactly
what you are trying to do it's hard to say what the best route may be,
but if it were me, I would probably create a Display Only staging form
with just the fields that are being imported. I would have workflow that
executes On Merge to push the data from the staging form into the
HPD:HelpDesk form (as this will cause a submit and all workflow that
executes on submit will execute). There's many ways to skin this cat,
this is just one of them.

 

Scott Parrish
IT Prophets, LLC
(770) 653-5203
www.itprophets.com 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Heinzel, Jamie
Sent: Tuesday, May 13, 2008 1:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: Import into HPD:HelpDesk ARS 6.3

 

No this is going to be an ongoing process. I'm still trying to figure
out the best way to do it, so all options are on the table. I think it's
obvious from my posts that I'm fairly new to Remedy. This is part of a
larger automation project that I'm working on and scripted creation of
Remedy profiles and tickets are part of it.

 

Jamie

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Scott Parrish
Sent: Tuesday, May 13, 2008 1:32 PM
To: arslist@ARSLIST.ORG
Subject: Re: Import into HPD:HelpDesk ARS 6.3

 

To Rick's point: The issue you are running into, I believe, is that none
of the filter workflow associated with generating a help desk ticket
executes on merge, therefore, the SHR:ConsolidatedList form isn't going
to be populated. If this is going to be an ongoing process you will need
to modify some of the out-of-the-box filter workflow. If it's a one-time
thing you could, conceivable, find a way to trigger the push OR export
what you have imported and import that export into the
SHR:ConsolidatedList.

 

 

Scott Parrish
IT Prophets, LLC
(770) 653-5203
www.itprophets.com 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Tuesday, May 13, 2008 1:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: Import into HPD:HelpDesk ARS 6.3

 

** The support console is sourced in the SHR:ConsolidatedList form.  You
will need to look at the workflow that pushes to there when a Help Desk
record is created, and ensure that workflow fires when you import your
tickets.

Rick

On Tue, May 13, 2008 at 10:01 AM, Heinzel, Jamie <[EMAIL PROTECTED]>
wrote:

** 

I'm looking for some assistance in importing from a csv into
HPD:HelpDesk to create tickets as part of a batch process when a new
user is set up. I have the import working, but it doesn't seem that the
tickets are showing up in Remedy User. They show up if I do a search for
open tickets, but they aren't showing up in the support console for some
reason.

 

I can provide any additional information that is needed to help out.

 

If someone has done this before or if someone can point me in the right
direction it would be great.

 

Thanks in advance,

 

Jamie



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Re: Asset Admin license removals

[Drake,Dave]

Awesome!  Thank you 

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Decou, Candace M
Sent: Tuesday, May 13, 2008 1:32 PM
To: arslist@ARSLIST.ORG
Subject: Re: Asset Admin license removals

H - well then I might recommend that you snoop around some of the filters 
that fire on Modify from the CTM:People Permission Group form - may be in the 
range of the CTM:PPG:UpdateGroupList filters.  See if you can modify or figure 
out how to make those fire correctly to reset values in the User form when you 
perform your update.
:)


Candace DeCou

DOI Remedy Systems Analyst
Verizon Business
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the addressee 
unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Drake,Dave
Sent: Tuesday, May 13, 2008 10:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: Asset Admin license removals

Aye, I can use an escalation to modify the CTM:People Permission Group entries, 
but that doesn't seem to affect the User form records 

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Decou, Candace M
Sent: Tuesday, May 13, 2008 11:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: Asset Admin license removals

Dave - not sure if this is correct in your version, but in 7.1.0 you can look 
for the form called CTM:People Permission Groups

You should be able to query on that form where Permission Group = Asset User 
and then do a modify all to change those to Asset Viewer.

I'm guessing that in 7.0.1 it is something similar.
Hope this helps.
:)

Candace DeCou

DOI Remedy Systems Analyst
Verizon Business
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the addressee 
unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Drake,Dave
Sent: Tuesday, May 13, 2008 9:38 AM
To: arslist@ARSLIST.ORG
Subject: Asset Admin license removals

Hi all,
I've got about a thousand people records that I need to remove the asset admin 
licenses they were previously assigned, and replace those with Asset Viewers 
instead. Any pointers greatly appreciated! ;)

ARS 7.0.1 p002, ITSM 7.0.1 p003, CMDB 2.0.1 p002, SQL 2K, Win2K3 servers

Dave Drake, Remedy Admistrator, Cerner

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Unauthorized forwarding, printing, copying, distribution, or use of such 
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Re: Asset Admin license removals

[Decou, Candace M]

H - well then I might recommend that you snoop around some of the
filters that fire on Modify from the CTM:People Permission Group form -
may be in the range of the CTM:PPG:UpdateGroupList filters.  See if you
can modify or figure out how to make those fire correctly to reset
values in the User form when you perform your update.
:)


Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Drake,Dave
Sent: Tuesday, May 13, 2008 10:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: Asset Admin license removals

Aye, I can use an escalation to modify the CTM:People Permission Group
entries, but that doesn't seem to affect the User form records 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M
Sent: Tuesday, May 13, 2008 11:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: Asset Admin license removals

Dave - not sure if this is correct in your version, but in 7.1.0 you can
look for the form called CTM:People Permission Groups

You should be able to query on that form where Permission Group = Asset
User and then do a modify all to change those to Asset Viewer.

I'm guessing that in 7.0.1 it is something similar.
Hope this helps.
:)

Candace DeCou

DOI Remedy Systems Analyst
Verizon Business
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Drake,Dave
Sent: Tuesday, May 13, 2008 9:38 AM
To: arslist@ARSLIST.ORG
Subject: Asset Admin license removals

Hi all,
I've got about a thousand people records that I need to remove the asset
admin licenses they were previously assigned, and replace those with
Asset Viewers instead. Any pointers greatly appreciated! ;)

ARS 7.0.1 p002, ITSM 7.0.1 p003, CMDB 2.0.1 p002, SQL 2K, Win2K3 servers

Dave Drake, Remedy Admistrator, Cerner

--
CONFIDENTIALITY NOTICE This message and any included attachments are
from Cerner Corporation and are intended only for the addressee. The
information contained in this message is confidential and may constitute
inside or non-public information under international, federal, or state
securities laws. Unauthorized forwarding, printing, copying,
distribution, or use of such information is strictly prohibited and may
be unlawful. If you are not the addressee, please promptly delete this
message and notify the sender of the delivery error by e-mail or you may
call Cerner's corporate offices in Kansas City, Missouri, U.S.A at (+1)
(816)221-1024.


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Re: ITSM 7, CMDB CI and Product Definitions

[Pierson, Shawn]

You know, you could always go to your management and tell them that the
"I.T." in "ITSM" and "ITIL" stands for "Information Technology", and
that there may be bigger risks involved in trying to make the ITSM suite
have all the functionality they need for non-I.T. related things.
Remedy is great for building applications in, many of which are not
related to I.T. functions.  ITSM is a different beast.



Shawn Pierson



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kevin Pulsen
Sent: Tuesday, May 13, 2008 12:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7, CMDB CI and Product Definitions



**

Thanks Phil,

I wasn't being sardonic.

We have a non-IT support group that maintains non-IT related products
(light bulbs, etc) they do however use Remedy.

The point I have overlooked is that ITIL relies so much on IT only
products, that the ITSM suite really excludes all other non-IT
departments when the Service Desk is a single point of contact for ALL
issues.

It's going to be interesting to make other non-IT departments fit the
ITSM life cycle.

Thanks again,

Kevin P.



**

Kevin:

I'm not sure if you're just being sardonic, but in case you're not;
light bulbs would be bulk assets (as would any item that has no
distinguishing attributes within its class).

--Phil


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Test (please ignore)

[Mukbil, Saleh]

 

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Re: Asset Admin license removals

[Drake,Dave]

Aye, I can use an escalation to modify the CTM:People Permission Group entries, 
but that doesn't seem to affect the User form records 

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Decou, Candace M
Sent: Tuesday, May 13, 2008 11:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: Asset Admin license removals

Dave - not sure if this is correct in your version, but in 7.1.0 you can look 
for the form called CTM:People Permission Groups

You should be able to query on that form where Permission Group = Asset User 
and then do a modify all to change those to Asset Viewer.

I'm guessing that in 7.0.1 it is something similar.
Hope this helps.
:)

Candace DeCou

DOI Remedy Systems Analyst
Verizon Business
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the addressee 
unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Drake,Dave
Sent: Tuesday, May 13, 2008 9:38 AM
To: arslist@ARSLIST.ORG
Subject: Asset Admin license removals

Hi all,
I've got about a thousand people records that I need to remove the asset admin 
licenses they were previously assigned, and replace those with Asset Viewers 
instead. Any pointers greatly appreciated! ;)

ARS 7.0.1 p002, ITSM 7.0.1 p003, CMDB 2.0.1 p002, SQL 2K, Win2K3 servers

Dave Drake, Remedy Admistrator, Cerner

--
CONFIDENTIALITY NOTICE This message and any included attachments are from 
Cerner Corporation and are intended only for the addressee. The information 
contained in this message is confidential and may constitute inside or 
non-public information under international, federal, or state securities laws. 
Unauthorized forwarding, printing, copying, distribution, or use of such 
information is strictly prohibited and may be unlawful. If you are not the 
addressee, please promptly delete this message and notify the sender of the 
delivery error by e-mail or you may call Cerner's corporate offices in Kansas 
City, Missouri, U.S.A at (+1) (816)221-1024.


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Re: ITSM 7, CMDB CI and Product Definitions

[Pierson, Shawn]

When I said is that there are no good answers, I should have qualified
that.  There are no good answers if you want a simple, broad,
overreaching solution.  Even with ITIL as a framework, you have to come
up with your own answers to the questions.  I see ITIL as almost a
philosophy based around I.T. rather than a rule book.  There are no
correct answers in something that isn't a concrete science.



However, I am pretty sure that if you're putting light bulbs in the
CMDB, you're going to have bigger problems than I have with my CMDB
implementation.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kevin Pulsen
Sent: Tuesday, May 13, 2008 11:16 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7, CMDB CI and Product Definitions



**

Well,

I find it very disturbing from what Shawn stated - "Part of the problem
is that there are no good answers to your questions"

If the CMDB is really suppose to be the center of the Universe for ITSM,
as it shows so well in the BMC literature, how can there be no real good
answers?

And if ITSM is suppose to be heavily ITIL influenced, how can any
company use ITSM and state ITIL is not for me? Isn't that an Oxymoron?
You really can't play a game with 15 rules, turn around and state there
are no rules. Yes, ITIL is a framework (Pick and choose what you will),
however without a foundation, it will collapse.

Fine, I'll just turn up the heavy metal music and make my best guess
where light bulbs fit into a CI when creating my product categories
because not everything is a computer.

Thanks,

Kevin P.



**

Kevin:



This situation is not a ploy to sell services.  In its simplest form,
the fact is that ITIL adoption is a complex endeavor, and if your
organization is not willing to front-load their effort, then ITIL
adoption may not be for them.  Everything that Chris mentioned is
important.  Beyond what Chris wrote, it's necessary to understand the
thought processes that lead him to write what he did.



If your concern is future usability, then it is necessary to make your
very best effort to anticipate what the future needs will be.  Only
after this process is grossly conlcluded can the CMDB be configured to
meet the need.  Along with this concept, understand that the expected
need will never exactly match the actual future need, and so all you can
do is make your best effort.



Just like CQI, ITIL is a journey, not a destination.



Less philosophically, my strongest recommendation to a customer is to
not add any new attributes or classes unless there is a demonstrable
business need for the new class/attribute.  In my experience, customers
are often suprised how many CIs can be tracked using simply the
BaseElement class.  My personal #1 rule of CMDB: unless there is a
business need to consume the data, do not store the data in the CMDB.
This rule extends to the Product Catalog, in that if there is no need to
consume the data, then there is no need to categorize the data.



Also, as Shawn mentioned, if you're using BMC's AM module, you have many
restrictions in the day-to-day use of your data, so some of these
questions, when pursued to their logical conclusion, will lead you to
"it doesn't matter."



Just My $0.02,

--Phil







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Re: Import into HPD:HelpDesk ARS 6.3

[Scott Parrish]

Jamie,

Without knowing all of the ins and outs of your environment and exactly what
you are trying to do it's hard to say what the best route may be, but if it
were me, I would probably create a Display Only staging form with just the
fields that are being imported. I would have workflow that executes On Merge
to push the data from the staging form into the HPD:HelpDesk form (as this
will cause a submit and all workflow that executes on submit will execute).
There's many ways to skin this cat, this is just one of them.

 

Scott Parrish
IT Prophets, LLC
(770) 653-5203
www.itprophets.com 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Heinzel, Jamie
Sent: Tuesday, May 13, 2008 1:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: Import into HPD:HelpDesk ARS 6.3

 

No this is going to be an ongoing process. I'm still trying to figure out
the best way to do it, so all options are on the table. I think it's obvious
from my posts that I'm fairly new to Remedy. This is part of a larger
automation project that I'm working on and scripted creation of Remedy
profiles and tickets are part of it.

 

Jamie

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Scott Parrish
Sent: Tuesday, May 13, 2008 1:32 PM
To: arslist@ARSLIST.ORG
Subject: Re: Import into HPD:HelpDesk ARS 6.3

 

To Rick's point: The issue you are running into, I believe, is that none of
the filter workflow associated with generating a help desk ticket executes
on merge, therefore, the SHR:ConsolidatedList form isn't going to be
populated. If this is going to be an ongoing process you will need to modify
some of the out-of-the-box filter workflow. If it's a one-time thing you
could, conceivable, find a way to trigger the push OR export what you have
imported and import that export into the SHR:ConsolidatedList.

 

 

Scott Parrish
IT Prophets, LLC
(770) 653-5203
www.itprophets.com 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Tuesday, May 13, 2008 1:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: Import into HPD:HelpDesk ARS 6.3

 

** The support console is sourced in the SHR:ConsolidatedList form.  You
will need to look at the workflow that pushes to there when a Help Desk
record is created, and ensure that workflow fires when you import your
tickets.

Rick

On Tue, May 13, 2008 at 10:01 AM, Heinzel, Jamie <[EMAIL PROTECTED]> wrote:

** 

I'm looking for some assistance in importing from a csv into HPD:HelpDesk to
create tickets as part of a batch process when a new user is set up. I have
the import working, but it doesn't seem that the tickets are showing up in
Remedy User. They show up if I do a search for open tickets, but they aren't
showing up in the support console for some reason.

 

I can provide any additional information that is needed to help out.

 

If someone has done this before or if someone can point me in the right
direction it would be great.

 

Thanks in advance,

 

Jamie

  _  

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Re: Import into HPD:HelpDesk ARS 6.3

[Heinzel, Jamie]

No this is going to be an ongoing process. I'm still trying to figure
out the best way to do it, so all options are on the table. I think it's
obvious from my posts that I'm fairly new to Remedy. This is part of a
larger automation project that I'm working on and scripted creation of
Remedy profiles and tickets are part of it.

 

Jamie

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Scott Parrish
Sent: Tuesday, May 13, 2008 1:32 PM
To: arslist@ARSLIST.ORG
Subject: Re: Import into HPD:HelpDesk ARS 6.3

 

To Rick's point: The issue you are running into, I believe, is that none
of the filter workflow associated with generating a help desk ticket
executes on merge, therefore, the SHR:ConsolidatedList form isn't going
to be populated. If this is going to be an ongoing process you will need
to modify some of the out-of-the-box filter workflow. If it's a one-time
thing you could, conceivable, find a way to trigger the push OR export
what you have imported and import that export into the
SHR:ConsolidatedList.

 

 

Scott Parrish
IT Prophets, LLC
(770) 653-5203
www.itprophets.com 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Tuesday, May 13, 2008 1:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: Import into HPD:HelpDesk ARS 6.3

 

** The support console is sourced in the SHR:ConsolidatedList form.  You
will need to look at the workflow that pushes to there when a Help Desk
record is created, and ensure that workflow fires when you import your
tickets.

Rick

On Tue, May 13, 2008 at 10:01 AM, Heinzel, Jamie <[EMAIL PROTECTED]>
wrote:

** 

I'm looking for some assistance in importing from a csv into
HPD:HelpDesk to create tickets as part of a batch process when a new
user is set up. I have the import working, but it doesn't seem that the
tickets are showing up in Remedy User. They show up if I do a search for
open tickets, but they aren't showing up in the support console for some
reason.

 

I can provide any additional information that is needed to help out.

 

If someone has done this before or if someone can point me in the right
direction it would be great.

 

Thanks in advance,

 

Jamie



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Re: Import into HPD:HelpDesk ARS 6.3

[Scott Parrish]

To Rick's point: The issue you are running into, I believe, is that none of
the filter workflow associated with generating a help desk ticket executes
on merge, therefore, the SHR:ConsolidatedList form isn't going to be
populated. If this is going to be an ongoing process you will need to modify
some of the out-of-the-box filter workflow. If it's a one-time thing you
could, conceivable, find a way to trigger the push OR export what you have
imported and import that export into the SHR:ConsolidatedList.

 

 

Scott Parrish
IT Prophets, LLC
(770) 653-5203
www.itprophets.com 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Tuesday, May 13, 2008 1:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: Import into HPD:HelpDesk ARS 6.3

 

** The support console is sourced in the SHR:ConsolidatedList form.  You
will need to look at the workflow that pushes to there when a Help Desk
record is created, and ensure that workflow fires when you import your
tickets.

Rick

On Tue, May 13, 2008 at 10:01 AM, Heinzel, Jamie <[EMAIL PROTECTED]> wrote:

** 

I'm looking for some assistance in importing from a csv into HPD:HelpDesk to
create tickets as part of a batch process when a new user is set up. I have
the import working, but it doesn't seem that the tickets are showing up in
Remedy User. They show up if I do a search for open tickets, but they aren't
showing up in the support console for some reason.

 

I can provide any additional information that is needed to help out.

 

If someone has done this before or if someone can point me in the right
direction it would be great.

 

Thanks in advance,

 

Jamie

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Re: Import into HPD:HelpDesk ARS 6.3 (U)

[Decou, Candace M]

Jamie - 
Rick and David and everyone are right, but if you have already imported
the data and you do see it in the HelpDesk form, try performing a modify
on one of the tickets and see if it pushes the values to the underlying
SHR:ConsolidateList form.  If so it might be easier for you to just do
some simple modify all to get the records already in place pushed over
to the SHR:ConsolidatedList form which will then display in the console
table view.  I forget now on V6.x whether the modify will do the push,
but might be worth a try.
:)

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Heinzel, Jamie
Sent: Tuesday, May 13, 2008 10:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: Import into HPD:HelpDesk ARS 6.3 (U)

I suppose it would have helped to attach what I'm mapping currently.

Thanks in advance,

Jamie

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Hennigan, Sandra H CTR OSD-CIO
Sent: Tuesday, May 13, 2008 1:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: Import into HPD:HelpDesk ARS 6.3 (U)

UNCLASSIFIED

Does you import set the SCHEMA fields?

Sandra Hennigan

OSD Enterprise Remedy Administrator
Office # 703-602-2525 x248

Apparently, there is nothing that cannot happen today.  Mark Twain


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Heinzel, Jamie
Sent: Tuesday, May 13, 2008 1:01 PM
To: arslist@ARSLIST.ORG
Subject: Import into HPD:HelpDesk ARS 6.3


** 

I'm looking for some assistance in importing from a csv into
HPD:HelpDesk to create tickets as part of a batch process when a new
user is set up. I have the import working, but it doesn't seem that the
tickets are showing up in Remedy User. They show up if I do a search for
open tickets, but they aren't showing up in the support console for some
reason.

 

I can provide any additional information that is needed to help out.

 

If someone has done this before or if someone can point me in the right
direction it would be great.

 

Thanks in advance,

 

Jamie

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Re: Import into HPD:HelpDesk ARS 6.3

[David Charters]

Have you tried using the ITSM data imort tool?
Sent from my Verizon Wireless BlackBerry

-Original Message-
From: Phil Murnane <[EMAIL PROTECTED]>

Date: Tue, 13 May 2008 10:17:28 
To:arslist@ARSLIST.ORG
Subject: Re: Import into HPD:HelpDesk ARS 6.3


** 

Jamie:

What version of Help Desk are you on?

Thanks,
--Phil


- Original Message 
From: "Heinzel, Jamie" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Tuesday, May 13, 2008 10:01:18 AM
Subject: Import into HPD:HelpDesk ARS 6.3

 ** 
 
I’m looking for some assistance in importing from a csv into HPD:HelpDesk to 
create tickets as part of a batch process when a new user is set up. I have the 
import working, but it doesn’t seem that the tickets are showing up in Remedy 
User. They show up if I do a search for open tickets, but they aren’t showing 
up in the support console for some reason. 
   
I can provide any additional information that is needed to help out. 
   
If someone has done this before or if someone can point me in the right 
direction it would be great. 
   
Thanks in advance, 
   
Jamie 



 This communication may contain confidential Protected Health Information. This 
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Re: ITSM 7, CMDB CI and Product Definitions

[Kevin Pulsen]

**
Thanks Phil,I wasn't being sardonic.We have a non-IT support group that maintains non-IT related products (light bulbs, etc) they do however use Remedy.The point I have overlooked is that ITIL relies so much on IT only products, that the ITSM suite really excludes all other non-IT departments when the Service Desk is a single point of contact for ALL issues.It's going to be interesting to make other non-IT departments fit the ITSM life cycle.Thanks again,Kevin P.** 



Kevin:I'm 
not sure if you're just being sardonic, but in case you're not; light bulbs 
would be bulk assets (as would any item that has no distinguishing attributes 
within its class).--Phil



  
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Re: Import into HPD:HelpDesk ARS 6.3 (U)

[Heinzel, Jamie]

I suppose it would have helped to attach what I'm mapping currently.

Thanks in advance,

Jamie

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Hennigan, Sandra H CTR OSD-CIO
Sent: Tuesday, May 13, 2008 1:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: Import into HPD:HelpDesk ARS 6.3 (U)

UNCLASSIFIED

Does you import set the SCHEMA fields?

Sandra Hennigan

OSD Enterprise Remedy Administrator
Office # 703-602-2525 x248

Apparently, there is nothing that cannot happen today.  Mark Twain


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Heinzel, Jamie
Sent: Tuesday, May 13, 2008 1:01 PM
To: arslist@ARSLIST.ORG
Subject: Import into HPD:HelpDesk ARS 6.3


** 

I'm looking for some assistance in importing from a csv into
HPD:HelpDesk to create tickets as part of a batch process when a new
user is set up. I have the import working, but it doesn't seem that the
tickets are showing up in Remedy User. They show up if I do a search for
open tickets, but they aren't showing up in the support console for some
reason.

 

I can provide any additional information that is needed to help out.

 

If someone has done this before or if someone can point me in the right
direction it would be great.

 

Thanks in advance,

 

Jamie

  _  

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Re: Import into HPD:HelpDesk ARS 6.3

[Phil Murnane]

Jamie:

What version of Help Desk are you on?

Thanks,
--Phil


- Original Message 
From: "Heinzel, Jamie" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Tuesday, May 13, 2008 10:01:18 AM
Subject: Import into HPD:HelpDesk ARS 6.3

**  
I’m looking for some assistance in importing from a
csv into HPD:HelpDesk to create tickets as part of a batch process when a new
user is set up. I have the import working, but it doesn’t seem that the
tickets are showing up in Remedy User. They show up if I do a search for open
tickets, but they aren’t showing up in the support console for some
reason.
 
I can provide any additional information that is needed to
help out.
 
If someone has done this before or if someone can point me
in the right direction it would be great.
 
Thanks in advance,
 
Jamie


 This communication may contain confidential Protected Health Information. This 
information is intended only for the use of the individual or entity to which 
it is addressed. The authorized recipient of this information is prohibited 
from disclosing this information to any other party unless required to do so by 
law or regulation and is required to destroy the information after its stated 
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If you are not the intended recipient, you are hereby notified that any 
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Re: Import into HPD:HelpDesk ARS 6.3

[Rick Cook]

The support console is sourced in the SHR:ConsolidatedList form.  You will
need to look at the workflow that pushes to there when a Help Desk record is
created, and ensure that workflow fires when you import your tickets.

Rick

On Tue, May 13, 2008 at 10:01 AM, Heinzel, Jamie <[EMAIL PROTECTED]> wrote:

> **
>
> I'm looking for some assistance in importing from a csv into HPD:HelpDesk
> to create tickets as part of a batch process when a new user is set up. I
> have the import working, but it doesn't seem that the tickets are showing up
> in Remedy User. They show up if I do a search for open tickets, but they
> aren't showing up in the support console for some reason.
>
>
>
> I can provide any additional information that is needed to help out.
>
>
>
> If someone has done this before or if someone can point me in the right
> direction it would be great.
>
>
>
> Thanks in advance,
>
>
>
> Jamie
>
> --
> This communication may contain confidential Protected Health Information.
> This information is intended only for the use of the individual or entity to
> which it is addressed. The authorized recipient of this information is
> prohibited from disclosing this information to any other party unless
> required to do so by law or regulation and is required to destroy the
> information after its stated need has been fulfilled.
>
> If you are not the intended recipient, you are hereby notified that any
> disclosure, copying, distribution, or action taken in reliance on the
> contents of these documents is strictly prohibited by federal law. If you
> have received this information in error, please notify the sender
> immediately and arrange for the return or destruction of these documents.
>
>
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Re: Import into HPD:HelpDesk ARS 6.3 (U)

[Hennigan, Sandra H CTR OSD-CIO]

UNCLASSIFIED

Does you import set the SCHEMA fields?

Sandra Hennigan

OSD Enterprise Remedy Administrator
Office # 703-602-2525 x248

Apparently, there is nothing that cannot happen today.  Mark Twain


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Heinzel, Jamie
Sent: Tuesday, May 13, 2008 1:01 PM
To: arslist@ARSLIST.ORG
Subject: Import into HPD:HelpDesk ARS 6.3


** 

I'm looking for some assistance in importing from a csv into
HPD:HelpDesk to create tickets as part of a batch process when a new
user is set up. I have the import working, but it doesn't seem that the
tickets are showing up in Remedy User. They show up if I do a search for
open tickets, but they aren't showing up in the support console for some
reason.

 

I can provide any additional information that is needed to help out.

 

If someone has done this before or if someone can point me in the right
direction it would be great.

 

Thanks in advance,

 

Jamie

  _  

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individual or entity to which it is addressed. The authorized recipient
of this information is prohibited from disclosing this information to
any other party unless required to do so by law or regulation and is
required to destroy the information after its stated need has been
fulfilled.

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Import into HPD:HelpDesk ARS 6.3

[Heinzel, Jamie]

I'm looking for some assistance in importing from a csv into
HPD:HelpDesk to create tickets as part of a batch process when a new
user is set up. I have the import working, but it doesn't seem that the
tickets are showing up in Remedy User. They show up if I do a search for
open tickets, but they aren't showing up in the support console for some
reason.

 

I can provide any additional information that is needed to help out.

 

If someone has done this before or if someone can point me in the right
direction it would be great.

 

Thanks in advance,

 

Jamie



This communication may contain confidential Protected Health Information. This 
information is intended only for the use of the individual or entity to which 
it is addressed. The authorized recipient of this information is prohibited 
from disclosing this information to any other party unless required to do so by 
law or regulation and is required to destroy the information after its stated 
need has been fulfilled.
 
If you are not the intended recipient, you are hereby notified that any 
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Re: ITSM 7, CMDB CI and Product Definitions

[Phil Murnane]

Kevin:

I'm not sure if you're just being sardonic, but in case you're not; light bulbs 
would be bulk assets (as would any item that has no distinguishing attributes 
within its class).

--Phil


- Original Message 
From: Kevin Pulsen <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Tuesday, May 13, 2008 9:16:26 AM
Subject: Re: ITSM 7, CMDB CI and Product Definitions

** 
Well,

I find it very disturbing from what Shawn stated - "Part of the problem is that 
there are no good answers to your questions"

If the CMDB is really suppose to be the center of the Universe for ITSM, as it 
shows so well in the BMC literature, how can there be no real good answers?

And if ITSM is suppose to be heavily ITIL influenced, how can any company use 
ITSM and state ITIL is not for me? Isn't that an Oxymoron? You really can't 
play a game with 15 rules, turn around and state there are no rules. Yes, ITIL 
is a framework (Pick and choose what you will), however without a foundation, 
it will collapse.

Fine, I'll just turn up the heavy metal music and make my best guess where 
light bulbs fit into a CI when creating my product categories because not 
everything is a computer.

Thanks,

Kevin P.



** 
Kevin:
 
This situation is not a ploy to sell services.  In its simplest form, the 
fact is that ITIL adoption is a complex endeavor, and if your organization is 
not willing to front-load their effort, then ITIL adoption may not be for them. 
 
Everything that Chris mentioned is important.  Beyond what Chris wrote, it's 
necessary to understand the thought processes that lead him to write what he 
did.
 
If your concern is future usability, then it is necessary to make your very 
best effort to anticipate what the future needs will be.  Only after this 
process is grossly conlcluded can the CMDB be configured to meet the need.  
Along with this concept, understand that the expected need will never exactly 
match the actual future need, and so all you can do is make your best 
effort.
 
Just like CQI, ITIL is a journey, not a destination.
 
Less philosophically, my strongest recommendation to a customer is to not add 
any new attributes or classes unless there is a demonstrable business need for 
the new class/attribute.  In my experience, customers are often suprised how 
many CIs can be tracked using simply the BaseElement class.  My personal #1 
rule 
of CMDB: unless there is a business need to consume the data, do not store the 
data in the CMDB.  This rule extends to the Product Catalog, in that if there 
is 
no need to consume the data, then there is no need to categorize the data.
 
Also, as Shawn mentioned, if you're using BMC's AM module, you have many 
restrictions in the day-to-day use of your data, so some of these questions, 
when pursued to their logical conclusion, will lead you to "it doesn't 
matter."
 
Just My $0.02,
--Phil



 
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Re: Data types not appropriate for arithmitic operation

[Gary Opela (Corporate)]

In the past, with older versions, I did this once. It caused a buffer
overflow and crashed the server. I have checked it on newer versions and
it no longer does this. I have not experienced the error he is having,
but it's worth a look.

 

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



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shafqat Ayaz
Sent: Tuesday, May 13, 2008 11:51 AM
To: arslist@ARSLIST.ORG
Subject: Re: Data types not appropriate for arithmitic operation

 

** 

Hello Drew

I  have found that if you push a 0 length field into a char field with a
length of say 255 chars, even though the field contains a single
character  it will give you this error. check the  field lengths of the
fields you are  pushing and the field  you are pushing into. that  is
the only thing i can think of, that will cause this type of error

 

kind  regards



 

Shafqat Ayaz

"Break the Rules, Forgive Quickly, Kiss Slowly, Love Truly, Laugh
Uncontrollably, And Never Regret anything that made you Smile.." 



--- On Tue, 5/13/08, Drew Shuller <[EMAIL PROTECTED]> wrote:

From: Drew Shuller <[EMAIL PROTECTED]>
Subject: Re: Data types not appropriate for arithmitic operation
To: arslist@ARSLIST.ORG
Date: Tuesday, May 13, 2008, 5:43 PM

James, thank you for that suggestion, but it didn't help. It must be 
something else.
 
Drew
 
On Tue, 13 May 2008, jham36 
wrote:
 
> Are you inserting a carriage return there?  If so you need to put a
> carriage return in this way:
> Click the expand box for the set fields action. At the end of the line
> put a double quote.  Press enter, then put another double quote.
> In the expand box it would look like this:
> 
> "Server Start/Stop Instructions: " + $SRVR_STRT_STP_INSTR_DESC?$
+ "."
> + "
> " + "Server Function Description: " + $SRVR_FUNCTN_DESC$
> 
> Click OK and it will look something like this:
> "Server Start/Stop Instructions: " + $SRVR_STRT_STP_INSTR_DESC?$
+ "."
> +  "|" " + "Server Function Description: " +
$SRVR_FUNCTN_DESC$
> 
> You can't insert a carriage return in the single line view of the set
> fields.  You need to do it after clicking the expand box.  When you
> save, the system will put in the appropriate parentheses.
> 
> 
> James
> 
> 
> On May 13, 12:20 pm, Drew Shuller <[EMAIL PROTECTED]> wrote:
>> Hello everyone, could someone give me a sanity check? I have a filter
that
>> pulls data from a staging form and pushes it into the AST:WorkLog
form.
>> But it errors out:ARERR [312] Data types are not appropriate for
arithmetic operation
>> 
>> Here's my set fields:
>> ((( "Server Start/Stop Instructions: " +
$SRVR_STRT_STP_INSTR_DESC?$) +
>> ". ") +  "
>> Server Function Description: ") + $SRVR_FUNCTN_DESC$
>> 
>> Those fields are character fields. The field in AST:Worklog is also a
>> character field, with a length of 0. This should be working,
shouldn't it?
>> Or am I missing something?
>> 
>> Drew
>> Tulsa
>> 
>> 

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Re: Data types not appropriate for arithmitic operation

[Shafqat Ayaz]

**
Hello Drew
I  have found that if you push a 0 length field into a char field with a length of say 255 chars, even though the field contains a single character  it will give you this error. check the  field lengths of the fields you are  pushing and the field  you are pushing into. that  is the only thing i can think of, that will cause this type of error
 
kind  regards
 




Shafqat Ayaz
"Break the Rules, Forgive Quickly, Kiss Slowly, Love Truly, Laugh Uncontrollably, And Never Regret anything that made you Smile.." --- On Tue, 5/13/08, Drew Shuller <[EMAIL PROTECTED]> wrote:
From: Drew Shuller <[EMAIL PROTECTED]>Subject: Re: Data types not appropriate for arithmitic operationTo: arslist@ARSLIST.ORGDate: Tuesday, May 13, 2008, 5:43 PMJames, thank you for that suggestion, but it didn't help. It must be 
something else.

Drew

On Tue, 13 May 2008, jham36 
wrote:

> Are you inserting a carriage return there?  If so you need to put a
> carriage return in this way:
> Click the expand box for the set fields action. At the end of the line
> put a double quote.  Press enter, then put another double quote.
> In the expand box it would look like this:
>
> "Server Start/Stop Instructions: " + $SRVR_STRT_STP_INSTR_DESC?$
+ "."
> + "
> " + "Server Function Description: " + $SRVR_FUNCTN_DESC$
>
> Click OK and it will look something like this:
> "Server Start/Stop Instructions: " + $SRVR_STRT_STP_INSTR_DESC?$
+ "."
> +  "|" " + "Server Function Description: " +
$SRVR_FUNCTN_DESC$
>
> You can't insert a carriage return in the single line view of the set
> fields.  You need to do it after clicking the expand box.  When you
> save, the system will put in the appropriate parentheses.
>
>
> James
>
>
> On May 13, 12:20 pm, Drew Shuller <[EMAIL PROTECTED]> wrote:
>> Hello everyone, could someone give me a sanity check? I have a filter
that
>> pulls data from a staging form and pushes it into the AST:WorkLog
form.
>> But it errors out:ARERR [312] Data types are not appropriate for
arithmetic operation
>>
>> Here's my set fields:
>> ((( "Server Start/Stop Instructions: " +
$SRVR_STRT_STP_INSTR_DESC?$) +
>> ". ") +  "
>> Server Function Description: ") + $SRVR_FUNCTN_DESC$
>>
>> Those fields are character fields. The field in AST:Worklog is also a
>> character field, with a length of 0. This should be working,
shouldn't it?
>> Or am I missing something?
>>
>> Drew
>> Tulsa
>>
>>
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>
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Re: Asset Admin license removals

[Roger Justice]

The entries are held in CTM:People Permission Groups you should be able to make 
the chage you need with a modify all.

-Original Message-
From: Drake,Dave <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Tue, 13 May 2008 11:38 am
Subject: Asset Admin license removals



Hi all,
I've got about a thousand people records that I need to remove the asset admin 
licenses they were previously assigned, and replace those with Asset Viewers 
instead. Any pointers greatly appreciated! ;)

ARS 7.0.1 p002, ITSM 7.0.1 p003, CMDB 2.0.1 p002, SQL 2K, Win2K3 servers

Dave Drake, Remedy Admistrator, Cerner

--
CONFIDENTIALITY NOTICE This message and any included attachments are from 
Cerner 
Corporation and are intended only for the addressee. The information contained 
in this message is confidential and may constitute inside or non-public 
information under international, federal, or state securities laws. 
Unauthorized 
forwarding, printing, copying, distribution, or use of such information is 
strictly prohibited and may be unlawful. If you are not the addressee, please 
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Re: Asset Admin license removals

[Decou, Candace M]

Dave - not sure if this is correct in your version, but in 7.1.0 you can
look for the form called CTM:People Permission Groups

You should be able to query on that form where Permission Group = Asset
User and then do a modify all to change those to Asset Viewer.

I'm guessing that in 7.0.1 it is something similar.
Hope this helps.
:)

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Drake,Dave
Sent: Tuesday, May 13, 2008 9:38 AM
To: arslist@ARSLIST.ORG
Subject: Asset Admin license removals

Hi all,
I've got about a thousand people records that I need to remove the asset
admin licenses they were previously assigned, and replace those with
Asset Viewers instead. Any pointers greatly appreciated! ;)

ARS 7.0.1 p002, ITSM 7.0.1 p003, CMDB 2.0.1 p002, SQL 2K, Win2K3 servers

Dave Drake, Remedy Admistrator, Cerner

--
CONFIDENTIALITY NOTICE This message and any included attachments are
from Cerner Corporation and are intended only for the addressee. The
information contained in this message is confidential and may constitute
inside or non-public information under international, federal, or state
securities laws. Unauthorized forwarding, printing, copying,
distribution, or use of such information is strictly prohibited and may
be unlawful. If you are not the addressee, please promptly delete this
message and notify the sender of the delivery error by e-mail or you may
call Cerner's corporate offices in Kansas City, Missouri, U.S.A at (+1)
(816)221-1024.


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Re: Data types not appropriate for arithmitic operation

[Drew Shuller]

James, thank you for that suggestion, but it didn't help. It must be 
something else.


Drew

On Tue, 13 May 2008, jham36 
wrote:



Are you inserting a carriage return there?  If so you need to put a
carriage return in this way:
Click the expand box for the set fields action. At the end of the line
put a double quote.  Press enter, then put another double quote.
In the expand box it would look like this:

"Server Start/Stop Instructions: " + $SRVR_STRT_STP_INSTR_DESC?$ + "."
+ "
" + "Server Function Description: " + $SRVR_FUNCTN_DESC$

Click OK and it will look something like this:
"Server Start/Stop Instructions: " + $SRVR_STRT_STP_INSTR_DESC?$ + "."
+  "|" " + "Server Function Description: " + $SRVR_FUNCTN_DESC$

You can't insert a carriage return in the single line view of the set
fields.  You need to do it after clicking the expand box.  When you
save, the system will put in the appropriate parentheses.


James


On May 13, 12:20 pm, Drew Shuller <[EMAIL PROTECTED]> wrote:

Hello everyone, could someone give me a sanity check? I have a filter that
pulls data from a staging form and pushes it into the AST:WorkLog form.
But it errors out:ARERR [312] Data types are not appropriate for arithmetic 
operation

Here's my set fields:
((( "Server Start/Stop Instructions: " + $SRVR_STRT_STP_INSTR_DESC?$) +
". ") +  "
Server Function Description: ") + $SRVR_FUNCTN_DESC$

Those fields are character fields. The field in AST:Worklog is also a
character field, with a length of 0. This should be working, shouldn't it?
Or am I missing something?

Drew
Tulsa

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Asset Admin license removals

[Drake,Dave]

Hi all,
I've got about a thousand people records that I need to remove the asset admin 
licenses they were previously assigned, and replace those with Asset Viewers 
instead. Any pointers greatly appreciated! ;)

ARS 7.0.1 p002, ITSM 7.0.1 p003, CMDB 2.0.1 p002, SQL 2K, Win2K3 servers

Dave Drake, Remedy Admistrator, Cerner

--
CONFIDENTIALITY NOTICE This message and any included attachments are from 
Cerner Corporation and are intended only for the addressee. The information 
contained in this message is confidential and may constitute inside or 
non-public information under international, federal, or state securities laws. 
Unauthorized forwarding, printing, copying, distribution, or use of such 
information is strictly prohibited and may be unlawful. If you are not the 
addressee, please promptly delete this message and notify the sender of the 
delivery error by e-mail or you may call Cerner's corporate offices in Kansas 
City, Missouri, U.S.A at (+1) (816)221-1024.

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Re: Data types not appropriate for arithmitic operation

[jham36]

Are you inserting a carriage return there?  If so you need to put a
carriage return in this way:
Click the expand box for the set fields action. At the end of the line
put a double quote.  Press enter, then put another double quote.
In the expand box it would look like this:

"Server Start/Stop Instructions: " + $SRVR_STRT_STP_INSTR_DESC?$ + "."
+ "
" + "Server Function Description: " + $SRVR_FUNCTN_DESC$

Click OK and it will look something like this:
"Server Start/Stop Instructions: " + $SRVR_STRT_STP_INSTR_DESC?$ + "."
+  "|" " + "Server Function Description: " + $SRVR_FUNCTN_DESC$

You can't insert a carriage return in the single line view of the set
fields.  You need to do it after clicking the expand box.  When you
save, the system will put in the appropriate parentheses.


James


On May 13, 12:20 pm, Drew Shuller <[EMAIL PROTECTED]> wrote:
> Hello everyone, could someone give me a sanity check? I have a filter that
> pulls data from a staging form and pushes it into the AST:WorkLog form.
> But it errors out:ARERR [312] Data types are not appropriate for arithmetic 
> operation
>
> Here's my set fields:
> ((( "Server Start/Stop Instructions: " + $SRVR_STRT_STP_INSTR_DESC?$) +
> ". ") +  "
> Server Function Description: ") + $SRVR_FUNCTN_DESC$
>
> Those fields are character fields. The field in AST:Worklog is also a
> character field, with a length of 0. This should be working, shouldn't it?
> Or am I missing something?
>
> Drew
> Tulsa
>
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RES: Data types not appropriate for arithmitic operation

[Tadeu Augusto Dutra Pinto]

 
Hi,
 
Try to use ' in your $SRVR_STRT_STP_INSTR_DESC?$ and $SRVR_FUNCTN_DESC$

Like these:
'$SRVR_STRT_STP_INSTR_DESC?$'
'$SRVR_FUNCTN_DESC$'
 
Att,
Tadeu



De: Action Request System discussion list(ARSList) em nome de Drew Shuller
Enviada: ter 13/5/2008 13:20
Para: arslist@ARSLIST.ORG
Assunto: Data types not appropriate for arithmitic operation



Hello everyone, could someone give me a sanity check? I have a filter that
pulls data from a staging form and pushes it into the AST:WorkLog form.
But it errors out:ARERR [312] Data types are not appropriate for arithmetic 
operation

Here's my set fields:
((( "Server Start/Stop Instructions: " + $SRVR_STRT_STP_INSTR_DESC?$) +
". ") +  "
Server Function Description: ") + $SRVR_FUNCTN_DESC$

Those fields are character fields. The field in AST:Worklog is also a
character field, with a length of 0. This should be working, shouldn't it?
Or am I missing something?

Drew
Tulsa

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Data types not appropriate for arithmitic operation

[Drew Shuller]

Hello everyone, could someone give me a sanity check? I have a filter that 
pulls data from a staging form and pushes it into the AST:WorkLog form. 
But it errors out:ARERR [312] Data types are not appropriate for arithmetic operation


Here's my set fields:
((( "Server Start/Stop Instructions: " + $SRVR_STRT_STP_INSTR_DESC?$) + 
". ") +  "

Server Function Description: ") + $SRVR_FUNCTN_DESC$

Those fields are character fields. The field in AST:Worklog is also a 
character field, with a length of 0. This should be working, shouldn't it? 
Or am I missing something?


Drew
Tulsa

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Re: ITSM 7, CMDB CI and Product Definitions

[Kevin Pulsen]

**
Well,I find it very disturbing from what Shawn stated - "Part of the problem is that there are no good answers to your questions"If the CMDB is really suppose to be the center of the Universe for ITSM, as it shows so well in the BMC literature, how can there be no real good answers?And if ITSM is suppose to be heavily ITIL influenced, how can any company use ITSM and state ITIL is not for me? Isn't that an Oxymoron? You really can't play a game with 15 rules, turn around and state there are no rules. Yes, ITIL is a framework (Pick and choose what you will), however without a foundation, it will collapse.Fine, I'll just turn up the heavy metal music and make my best guess where light bulbs fit into a CI when creating my product categories because not everything is a computer.Thanks,Kevin
 P.** 



Kevin:
 
This situation is not a ploy to sell services.  In its simplest form, the 
fact is that ITIL adoption is a complex endeavor, and if your organization is 
not willing to front-load their effort, then ITIL adoption may not be for them.  
Everything that Chris mentioned is important.  Beyond what Chris wrote, it's 
necessary to understand the thought processes that lead him to write what he 
did.
 
If your concern is future usability, then it is necessary to make your very 
best effort to anticipate what the future needs will be.  Only after this 
process is grossly conlcluded can the CMDB be configured to meet the need.  
Along with this concept, understand that the expected need will never exactly 
match the actual future need, and so all you can do is make your best 
effort.
 
Just like CQI, ITIL is a journey, not a destination.
 
Less philosophically, my strongest recommendation to a customer is to not add 
any new attributes or classes unless there is a demonstrable business need for 
the new class/attribute.  In my experience, customers are often suprised how 
many CIs can be tracked using simply the BaseElement class.  My personal #1 rule 
of CMDB: unless there is a business need to consume the data, do not store the 
data in the CMDB.  This rule extends to the Product Catalog, in that if there is 
no need to consume the data, then there is no need to categorize the data.
 
Also, as Shawn mentioned, if you're using BMC's AM module, you have many 
restrictions in the day-to-day use of your data, so some of these questions, 
when pursued to their logical conclusion, will lead you to "it doesn't 
matter."
 
Just My $0.02,
--Phil

  
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Re: ITSM 7, CMDB CI and Product Definitions

[Pierson, Shawn]

Actually, it’s not that difficult to map your Product Categories to where they 
are useful for Asset Management, CMDB, and the rest of ITSM.  From what I’ve 
seen with the CMDB and categorizations, it’s best to follow the K.I.S.S. 
method.  I made a new class in CMDB 1 that ended up being a huge pain to 
maintain from the Asset Management side, so when we moved to 2, I imported 
those CIs as Computer Systems, and the users are much happier.  If the end 
users don’t see any value in splitting things out into a lot of new classes, 
then there probably is none.  

 

With any application work, you really need to get the users to focus on the 
output, so you’re right in being concerned about reporting.  We’ve found some 
issues with our Product Categories now that we’re implementing BMC Analytics.  
For example, instead of going with Hardware>Computer>Desktop we went something 
like PC>Desktop>Standard, but BMC Analytics has “Hardware” as a filter that 
comes out of the box, and with the route we went, it is harder to report on 
hardware assets.  Still, had we created new Classes, such as Desktop, Server, 
and Laptop, our cleanup work would be a lot more difficult than just dealing 
with Product Categorizations.

 

Also I think that a lot of what BMC does is a ploy to sell professional 
services, but that’s just a typical thing that all vendors do.  Professional 
Services aren’t useful in coming up with processes and ways of laying out data 
that your company can use though.  Sure, they can offer suggestions or tell you 
how it was done at another company, but if they drive the process you’re going 
to have lots of problems and the users will be unhappy.  You have to get your 
primary users to step up and decide how they plan to use the system and have a 
clear process that you make the application fit in.  BMC has a problem with 
ITSM 7 where they try to get companies to fit their processes around ITSM, when 
to be successful they need to do the reverse.

 

Shawn Pierson

 

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Kevin Pulsen
Sent: Tuesday, May 13, 2008 8:35 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7, CMDB CI and Product Definitions

 

** 

Thank you Shawn for your reply.

My concern is, and this is what I have heard from BMC, when designing your 
Product categories, you need to think ahead to the design of the CMDB as well. 
It's all interrelated and affects reporting, trending analysis etc.

I find it very difficult to design my Product categories and place all of the 
Non-Asset items in an 'OTHER' category, only to find out 2 years down the road 
our CMDB is messed up and mostly useless.

Was this information from BMC a ploy to sell more Professional Services?

I just hope to look enough ahead of the road to see the brick wall coming at 
me, that's all.

Thanks again,

Kevin P.



** 

Part of the problem is that there are no good answers to your questions.  By 
default, we put things in the BMC_ComputerSystem class, unless it fits in 
somewhere else.  So a Blackberry technically is a computer, just a tiny one.  
So is a calculator.  

 

Stuff that doesn’t have a class and isn’t anything remotely close to being a 
computer goes in as “equipment”.

 

I’m wary of creating new classes unless there is a demonstrable need for it 
that is so strong we can’t live without it.  My users already hate that they 
have nothing in Asset Management to be able to search across the different 
classes (e.g. how do you find, in ITSM, all Assets located on the third floor 
of a certain building?  The data exists, but there is no screen for users to 
pull that type of information.)  New classes make the system harder to use.  In 
fact, rather than creating a bunch of new classes, we’ve hidden some of the OOB 
classes to make the system easier to navigate.

 

Shawn Pierson


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Re: ITSM 7, CMDB CI and Product Definitions

[Rick Cook]

And BMC's #1 rule on customizing the CMDB CDM is to try to create
Categorization Subclasses under an existing class structure before creating
new classes.  Creating new classes and subclasses should be reserved for
situations that can be proven to not fit into any of the existing ones.
That's how BMC_ComputerSystem can be used to contain almost all discoverable
IT assets.

Rick

On Tue, May 13, 2008 at 8:19 AM, Phil Murnane <[EMAIL PROTECTED]> wrote:

> **
>
> Kevin:
>
>
>
> This situation is not a ploy to sell services.  In its simplest form, the
> fact is that ITIL adoption is a complex endeavor, and if your organization
> is not willing to front-load their effort, then ITIL adoption may not be for
> them.  Everything that Chris mentioned is important.  Beyond what Chris
> wrote, it's necessary to understand the thought processes that lead him to
> write what he did.
>
>
>
> If your concern is future usability, then it is necessary to make your
> very best effort to anticipate what the future needs will be.  Only after
> this process is grossly conlcluded can the CMDB be configured to meet the
> need.  Along with this concept, understand that the expected need will never
> exactly match the actual future need, and so all you can do is make your
> best effort.
>
>
>
> Just like CQI, ITIL is a journey, not a destination.
>
>
>
> Less philosophically, my strongest recommendation to a customer is to not
> add any new attributes or classes unless there is a demonstrable business
> need for the new class/attribute.  In my experience, customers are often
> suprised how many CIs can be tracked using simply the BaseElement class.  My
> personal #1 rule of CMDB: unless there is a business need to consume the
> data, do not store the data in the CMDB.  This rule extends to the Product
> Catalog, in that if there is no need to consume the data, then there is no
> need to categorize the data.
>
>
>
> Also, as Shawn mentioned, if you're using BMC's AM module, you have many
> restrictions in the day-to-day use of your data, so some of these questions,
> when pursued to their logical conclusion, will lead you to "it doesn't
> matter."
>
>
>
> Just My $0.02,
>
> --Phil
>
>
> - Original Message 
> From: Kevin Pulsen <[EMAIL PROTECTED]>
> To: arslist@ARSLIST.ORG
> Sent: Tuesday, May 13, 2008 6:35:07 AM
> Subject: Re: ITSM 7, CMDB CI and Product Definitions
>
> **   Thank you Shawn for your reply.
>
> My concern is, and this is what I have heard from BMC, when designing your
> Product categories, you need to think ahead to the design of the CMDB as
> well. It's all interrelated and affects reporting, trending analysis etc.
>
> I find it very difficult to design my Product categories and place all of
> the Non-Asset items in an 'OTHER' category, only to find out 2 years down
> the road our CMDB is messed up and mostly useless.
>
> Was this information from BMC a ploy to sell more Professional Services?
>
> I just hope to look enough ahead of the road to see the brick wall coming
> at me, that's all.
>
> Thanks again,
>
> Kevin P.
>
>
>
> **
>
> Part of the problem is that there are no good answers to your questions.
> By default, we put things in the BMC_ComputerSystem class, unless it fits in
> somewhere else.  So a Blackberry technically is a computer, just a tiny
> one.  So is a calculator.
>
>
>
> Stuff that doesn't have a class and isn't anything remotely close to being
> a computer goes in as "equipment".
>
>
>
> I'm wary of creating new classes unless there is a demonstrable need for
> it that is so strong we can't live without it.  My users already hate that
> they have nothing in Asset Management to be able to search across the
> different classes (e.g. how do you find, in ITSM, all Assets located on the
> third floor of a certain building?  The data exists, but there is no screen
> for users to pull that type of information.)  New classes make the system
> harder to use.  In fact, rather than creating a bunch of new classes, we've
> hidden some of the OOB classes to make the system easier to navigate.
>
>
>
> Shawn Pierson
>
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> html___
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Re: ITSM 7, CMDB CI and Product Definitions

[Phil Murnane]

Kevin:
This situation is not a ploy to sell services.  In its simplest form, the fact 
is that ITIL adoption is a complex endeavor, and if your organization is not 
willing to front-load their effort, then ITIL adoption may not be for them.  
Everything that Chris mentioned is important.  Beyond what Chris wrote, it's 
necessary to understand the thought processes that lead him to write what he 
did.
If your concern is future usability, then it is necessary to make your very 
best effort to anticipate what the future needs will be.  Only after this 
process is grossly conlcluded can the CMDB be configured to meet the need.  
Along with this concept, understand that the expected need will never exactly 
match the actual future need, and so all you can do is make your best effort.
Just like CQI, ITIL is a journey, not a destination.
Less philosophically, my strongest recommendation to a customer is to not add 
any new attributes or classes unless there is a demonstrable business need for 
the new class/attribute.  In my experience, customers are often suprised how 
many CIs can be tracked using simply the BaseElement class.  My personal #1 
rule of CMDB: unless there is a business need to consume the data, do not store 
the data in the CMDB.  This rule extends to the Product Catalog, in that if 
there is no need to consume the data, then there is no need to categorize the 
data.
Also, as Shawn mentioned, if you're using BMC's AM module, you have many 
restrictions in the day-to-day use of your data, so some of these questions, 
when pursued to their logical conclusion, will lead you to "it doesn't matter."
Just My $0.02,
--Phil



- Original Message 
From: Kevin Pulsen <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Tuesday, May 13, 2008 6:35:07 AM
Subject: Re: ITSM 7, CMDB CI and Product Definitions

** 
Thank you Shawn for your reply.

My concern is, and this is what I have heard from BMC, when designing your 
Product categories, you need to think ahead to the design of the CMDB as well. 
It's all interrelated and affects reporting, trending analysis etc.

I find it very difficult to design my Product categories and place all of the 
Non-Asset items in an 'OTHER' category, only to find out 2 years down the road 
our CMDB is messed up and mostly useless.

Was this information from BMC a ploy to sell more Professional Services?

I just hope to look enough ahead of the road to see the brick wall coming at 
me, that's all.

Thanks again,

Kevin P.



** 
Part of the problem is that there are no good answers to your questions.  By 
default, we put things in the BMC_ComputerSystem class, unless it fits in 
somewhere else.  So a Blackberry technically is a computer, just a tiny one.  
So is a calculator.  
 
Stuff that doesn’t have a class and isn’t anything remotely close to being a 
computer goes in as “equipment”.
 
I’m wary of creating new classes unless there is a demonstrable need for it 
that is so strong we can’t live without it.  My users already hate that they 
have nothing in Asset Management to be able to search across the different 
classes (e.g. how do you find, in ITSM, all Assets located on the third floor 
of a certain building?  The data exists, but there is no screen for users to 
pull that type of information.)  New classes make the system harder to use.  In 
fact, rather than creating a bunch of new classes, we’ve hidden some of the OOB 
classes to make the system easier to navigate.
 
Shawn Pierson 
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Re: ITSM 7 + Dedicated Solaris midtier Java Heap Size on Solaris?

[strauss]

My mid-tier is on tomcat 5.5.26 on Win2K3 Ent x64, so this may not
translate well, but I have had the best results with initial/maximum of
1536mb/1536mb and thread stack size 3000.  ITSM is a pig.  Now that I
have production users in mid-tier, peak memory usage for this tomcat
instance is 951mb (right now; in testing it was seldom over 600mb).

 

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/ 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow
Sent: Tuesday, May 13, 2008 9:52 AM
To: arslist@ARSLIST.ORG
Subject: ITSM 7 + Dedicated Solaris midtier Java Heap Size on Solaris?

 

** 

I know this issue has been dealt with numerous times over the years.
We're running IM 7.03, SLM 7.1 on ARS 7.1.

 

We are getting the typical java.lang.OutOfMemoryError: Java heap space
errors - obviously we need to increase it.

 

We are in a large environment and we're running dedicated Solaris
mid-tier servers (ie, no Email Engine to compete for Java resources on
this box).  The default websphere settings for heap size are 50mb/256mb
min/max.  The only thing on these boxes is the mid-tier so we don't have
to worry about memory usage beyond what we are doing.

 

What is everyone else setting theirs to?  I'm thinking 256mb/1GB min/max
might be a good starting point but feedback would be appreciated.
Thanks in advance.

 

William Rentfrow, Principal Consultant

[EMAIL PROTECTED]

C 701-306-6157

O 952-432-0227

 

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ITSM 7 + Dedicated Solaris midtier Java Heap Size on Solaris?

[William Rentfrow]

I know this issue has been dealt with numerous times over the years.
We're running IM 7.03, SLM 7.1 on ARS 7.1.
 
We are getting the typical java.lang.OutOfMemoryError: Java heap space
errors - obviously we need to increase it.
 
We are in a large environment and we're running dedicated Solaris
mid-tier servers (ie, no Email Engine to compete for Java resources on
this box).  The default websphere settings for heap size are 50mb/256mb
min/max.  The only thing on these boxes is the mid-tier so we don't have
to worry about memory usage beyond what we are doing.
 
What is everyone else setting theirs to?  I'm thinking 256mb/1GB min/max
might be a good starting point but feedback would be appreciated.
Thanks in advance.
 
William Rentfrow, Principal Consultant
[EMAIL PROTECTED]
C 701-306-6157
O 952-432-0227
 

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Re: ITSM 7, CMDB CI and Product Definitions

[Kevin Pulsen]

**
Thank you Shawn for your reply.My concern is, and this is what I have heard from BMC, when designing your Product categories, you need to think ahead to the design of the CMDB as well. It's all interrelated and affects reporting, trending analysis etc.I find it very difficult to design my Product categories and place all of the Non-Asset items in an 'OTHER' category, only to find out 2 years down the road our CMDB is messed up and mostly useless.Was this information from BMC a ploy to sell more Professional Services?I just hope to look enough ahead of the road to see the brick wall coming at me, that's all.Thanks again,Kevin P.** 






Part 
of the problem is that there are no good answers to your questions.  By default, 
we put things in the BMC_ComputerSystem class, unless it fits in somewhere 
else.  So a Blackberry technically is a computer, just a tiny one.  So is a 
calculator.  
 
Stuff 
that doesn’t have a class and isn’t anything remotely close to being a computer 
goes in as “equipment”.
 
I’m 
wary of creating new classes unless there is a demonstrable need for it that is 
so strong we can’t live without it.  My users already hate that they have 
nothing in Asset Management to be able to search across the different classes 
(e.g. how do you find, in ITSM, all Assets located on the third floor of a 
certain building?  The data exists, but there is no screen for users to pull 
that type of information.)  New classes make the system harder to use.  In fact, 
rather than creating a bunch of new classes, we’ve hidden some of the OOB 
classes to make the system easier to navigate.
 
Shawn 
Pierson




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Re: ADV:Sustainable IT Infrastructure & Compliance

[Ramy S. Ayoub]

Great Post :) that remedy implementations will be for free

On Tue, May 13, 2008 at 1:00 PM, Gidd <[EMAIL PROTECTED]> wrote:

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> addressee and may contain information that is privileged and confidential.
> If the reader of the message is not the intended recipient or an authorized
> representative of the intended recipient, you are hereby notified that any
> dissemination of this communication is strictly prohibited. If you have
> received this communication in error, please notify us immediately by e-mail
> and delete the message and any attachments from your system.
>
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Re: Web Services

[Brian Gillock]

Thank you both very much!

Yes, very nice!

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Chris Woyton
Sent: Monday, May 12, 2008 8:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: Web Services

I'm a little rusty with my Blackese, but I think what CMB said was "No, not
really."

:)

ARS isn't able to publish a Web Service using the WSE3 spec, but can consume
one as long as there's an authentication mechanism available(that is to say,
the .NET web service has a security policy in place to allow basic
authentication from ARS).

Chris Woyton

-ps Seriously though, nice write up as usual Matt. :)


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Carey Matthew Black
Sent: Monday, May 12, 2008 7:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: Web Services


Brian,

No reason to apologize for such a question. ( At least you looked in
the docs first. :) )

That is the first time I had heard of a v3.0 for "WebServices". So I
did a quick google and found this:

"
Web Services Enhancements (WSE) 3.0 for Microsoft .NET
"

If that is what you are referring to... then my bet is the answer is
"it depends".

After 5 minutes of reading it looks like M$ is trying to wrap more
layers around "standards" (or things that some day might be true
adopted standards) to make new "M$ $tandard$" that are really not
standards nor could they ever really be because they are limited to
the MS platforms.  ( The point of web services is to make things work
well no mater what the client or server  platform / software /
orientation / management / age /etc...) But I admit that I have spent
as much time typing this response as I did looking at the details of
this new shiny toy from M$ so I may have misjudged it at first glance
too. ( I am aware of that possibility, and have no problem with it.)

However... with all of that said.

You did not mention if you desire ARS to publish with a WSE 3.0 accent
or consume a service that has a WSE 3.0 accent and I think the two
objectives likely have very different answers.

In general ARS's use of Web Services is "focused" on how they can be
used to benefit ARS applications. And as such they do have some
limitations due to decisions about how to map the general WS universe
into/out of an ARS application. BMC does not seem to be concerned
about "bleading edge" approaches for integrations. Rather they want
simple, clean and functional that give them a big bang for the
development time buck. ( After all they did not even support HTTP
basic authentication methods until something like v7.0? That is the
first three major versions that supported WS's [ 5.1.2, 6.0 and 6.3]
without that feature.) So when I saw the M$ page I found was marked as
"Date Published: 11/7/2005" then I really began to doubt that BMC
would support it.


It may help you to come to the same conclusion if you know that BMC's
ARS product is currently using (as far as I can tell) Apache Axis 1.2.
Which had a final release data of "(May 04, 2005)" according to
http://ws.apache.org/axis/ . Ok... stop giggling, the most recent Axis
version 1.4 was released on April 22, 2006. ( Which is over two years
old already ! )


If your desire is to consume an external WSE 3.0 web service from
inside an ARS application, and your ARS server is a Windows server,
then I would think it should work with a little luck. I bet it is
possible, but not easy. You likely need to write your own Filter
Plugin, base it in C or C++. ( Unless there is a Java to .Net bridge
out there, but I think you can find C to .NET binding/bridging
approaches fairly easily.) So I hope that the WSE 3.0 supports C (or
C++) so that you can use the ARS Filter Plugin API to get the job
done.

HTH.

--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.


On Mon, May 12, 2008 at 5:13 PM, Brian Gillock
<[EMAIL PROTECTED]> wrote:
> **
> List,
>
>  I apologize for this newbie question.  This is my first WS
integration
> and I'm not finding this in the Integration doc.  Does ARS 7.1 support WS

> 3.0 extensions.
>
>
>
> Thank you!
>
> Brian


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BMC Portal Plug-in - External Authentication End-Point URL for SIM

[Sebastiaan De Man]

Hello,

I am trying to install and configure the BMC Portal Plugin for use with SIM.
However with all the url's I put into the External Authentication End-Point
URL I get the following error message:


ARSYS.AREA.BMCPORTAL Unable to initialize web service interface : SOAP
library error: Error in configuration
'file:/opt/bmc/arsystem/wasp/share/waspc/conf/redirect.xml'. Cannot find
file 'schemas/1998-namespace.xsd'., Configuration file:
/opt/bmc/arsystem/wasp/share/waspc/conf/client-core.xml (ARERR 3402)
Of which the BMC Knowledge Base says that it indicates the BMC Portal is not
running (it is).

My entries in the ar.conf are:

Ext-Auth-Endpoint-URL: https://svesm09/simwebservice

Use-Password-File: T

Plugin: /opt/bmc/arsystem/bin/areabmcportal.so

I also tried it like this:

Ext-Auth-Endpoint-URL: https://svesm09/simwebservice/SIMWebServices

Can anybody perhaps give me an example of the URL they are using or perhaps
another solution / direction for this issue?

ARS 7.1
CMDB 2.1
BMC Portal 7.1
SIM 7.1
Solaris 10
Java 1.5
Oracle 10g


Many thanks,

Sebastiaan de Man
ITConcepts Professional GmbH
Switzerland

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Re: ITSM 7, CMDB CI and Product Definitions

[Pierson, Shawn]

Part of the problem is that there are no good answers to your questions.
By default, we put things in the BMC_ComputerSystem class, unless it
fits in somewhere else.  So a Blackberry technically is a computer, just
a tiny one.  So is a calculator.



Stuff that doesn't have a class and isn't anything remotely close to
being a computer goes in as "equipment".



I'm wary of creating new classes unless there is a demonstrable need for
it that is so strong we can't live without it.  My users already hate
that they have nothing in Asset Management to be able to search across
the different classes (e.g. how do you find, in ITSM, all Assets located
on the third floor of a certain building?  The data exists, but there is
no screen for users to pull that type of information.)  New classes make
the system harder to use.  In fact, rather than creating a bunch of new
classes, we've hidden some of the OOB classes to make the system easier
to navigate.



Shawn Pierson



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kevin Pulsen
Sent: Monday, May 12, 2008 3:58 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7, CMDB CI and Product Definitions



**

ahhh thanks,

{module sarcasm}
 writeline (That's as useful as a 3 Inch ladder)
{end sarcasm}

So, what is the deal?
Why can't anyone share their real world experience?
I was hoping to see other points of view, with 3300 subscribers to this
list, there has to be more than one.
I'm not asking for Coca-Cola's secret formula, I'm just asking to see
what others have done.

Note to self, Add to module -

Sharing = function (in short supply);
goto {sarcasm};

Anyways, tried creating a new CI -
I was able to create a new SuperClass and a new Class Name (associated
with the superclass)
Everything shows up fine in the CMDB Class manager Console, however
nothing shows in the CI selection in the product category creation.

Thanks,

Kevin P.



** You have the answer either use an existing CI such as Computer System
or Equipment or create a new CI to meet your needs. Their are add on CIs
available if needed.


-Original Message-
From: Kevin Pulsen <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Mon, 12 May 2008 11:52 am
Subject: Re: ITSM 7, CMDB CI and Product Definitions

**

Hi Eli,

ok, but where does a Blackberry fall into the ootb CI?

where does a telephone, office desk, fax, etc fall into the ootb CI?

These aren't defined and the product category creation wizard will not
allow you to created a item without defining a CI.

Thanks,

Kevin P.





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Re: Group corruption problem after ARS7.1 patch2 & SLM installation

[ITSM Support]

Hi Prashant,

The problem is with your server settings.

Go to  Server Information->Configuration  in User tool, check the server 
settings for Default Home Page. This field should be set to "Home Page" 
from the drop down menu. Also, verify the syntax 
. in character field (ID 1576).


Hope this helps

Regards.
Mahendra.
Vyom Labs Pvt. Ltd.
An ISO 2 certified company.
Consulting | Outsourcing | Training || BMC Remedy BSM | ITIL
Web : www.vyomlabs.com

Prashant Patil wrote:

** Dear All,

Config:
OS - Solaris10
DB - Oracle 10gR2
ARS 7.1 patch002
ServiceDesk 7.0.02


I am facing problems with "Administartor" and "Sub Administrator" 
Remedy groups. Whenever I login with Demo or appadmin I am receiving 
error:
 
Error generating application list field content. (ARERR 1900)
 
The system is basically unable to generate an application list for 
this user.
 
If "Administrator" group permission is removed for Demo then not 
receiving any error, but I dont see any links on homepage either. The 
same is happening with appadmin user. I have to explicitly find & open 
the required app config forms
 
If I create a new fixed user and give Administrator or Sub 
Administrator group permissions to it then on login I am getting same 
error. I suppose these groups have got corrupted!!!
 
The last change done on the system was installation of ARS 7.1 patch 
002 and then SLM 7.0.03. 
 
 
Appreciate any help as I am facing problems with the superuser.


Regards,
Prashant

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Re: Group corruption problem after ARS7.1 patch2 & SLM installation

[ITSM Support]

Prashant Patil wrote:

** Dear All,

Config:
OS - Solaris10
DB - Oracle 10gR2
ARS 7.1 patch002
ServiceDesk 7.0.02


I am facing problems with "Administartor" and "Sub Administrator" 
Remedy groups. Whenever I login with Demo or appadmin I am receiving 
error:
 
Error generating application list field content. (ARERR 1900)
 
The system is basically unable to generate an application list for 
this user.
 
If "Administrator" group permission is removed for Demo then not 
receiving any error, but I dont see any links on homepage either. The 
same is happening with appadmin user. I have to explicitly find & open 
the required app config forms
 
If I create a new fixed user and give Administrator or Sub 
Administrator group permissions to it then on login I am getting same 
error. I suppose these groups have got corrupted!!!
 
The last change done on the system was installation of ARS 7.1 patch 
002 and then SLM 7.0.03. 
 
 
Appreciate any help as I am facing problems with the superuser.


Regards,
Prashant

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   Hi,Prashant,
  The problem may be in your server settings.Go to  Server 
Information--Configuration  in User tool, 
  check the server settings there for Default Home Page.
 
  Hope this helps
 
  Regards.

  *Sandeep & Mahendra.

   Vyom Labs Pvt. Ltd.
   An ISO 2 certified company.
   Consulting | Outsourcing | Training || BMC Remedy BSM | ITIL
   Web : www.vyomlabs.com*_*  *_

 


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