Re: BMC Communities Discussion regarding maintaining our environment details on Support Central
I never heard of it until I was asked for it. The tech gave me directions on how to use it (but they were wrong...). When I was finally able to run it the zip file was unreadable. I sent the zip file twice and never heard any more about it or what they found. When I tried to escalate the problem by asking to speak with a supervisor I was rudely put on hold. I hung up after 15 minutes of waiting. Support is either really good or really bad. Not much inbetween.. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj Sent: Thursday, May 09, 2013 5:19 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Communities Discussion regarding maintaining our environment details on Support Central ** I've never been asked to use it On Thu, May 9, 2013 at 2:57 PM, Rick Westbrock rwestbr...@qmxs.commailto:rwestbr...@qmxs.com wrote: ** Is it a normal process for Support to request the customer to use the log tool to fetch all logs? During the last several cases that I have opened with Support in the last nine months the Support techs have never once mentioned such a tool to me. (I thought it would be better to ask this here rather than muck up the discussion over at Communities. I too have been a victim of being asked for logs more than once and then figuring it out on my own or via the List before Support ever got back to me with anything. -Rick ___ Rick Westbrock QMX Support Services From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Wednesday, May 08, 2013 23:43 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: BMC Communities Discussion regarding maintaining our environment details on Support Central ** Hi all, I thought I would share the link to this discussion here. Over the years many of us have aired our Support rants on the list; sometimes about the the specific question being asked. Login and leave your comments regarding the topic since you have Support's virtual ear. (not quite a) Poll - environment log for Customer Supporthttps://communities.bmc.com/message/320641 Jason _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: HTTP -- HTTPS Redirect
Thanks all, I ended up using the IIS URL Rewrite module to force the HTTPS URL. Works great. The only issue I ran into was on my F5 loadbalancer I needed to enable session affinity for 443. For those of you interested here is the link of how to do this: http://www.iis-aid.com/articles/how_to_guides/redirect_http_to_https_iis_7 Jim -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza Sent: Thursday, May 09, 2013 7:32 PM To: arslist@ARSLIST.ORG Subject: Re: HTTP -- HTTPS Redirect That is exactly what I was proposing - to handle the 403 error, but by way of a javascript which does a replace of the window location from http to https. I do not recall specifics, but I believe there is a better and cleaner way to do this, but for all practical purposes, this should work. Cheers Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jlbess Sent: Thursday, May 09, 2013 8:25 PM To: arslist@ARSLIST.ORG Subject: Re: HTTP -- HTTPS Redirect After you force SSL, you can create a custom error response for 403.4 on te login.jsp page in IIS manager. For message type click URL and enter your https URL. There are full step by step on the microsoft support site. Jason On May 9, 2013, at 8:07 PM, Joe D'Souza jdso...@shyle.net wrote: Configure the IIS server to accept only https requests for the arsys application. Then write a java script to do a window location replace when an http request is sent, and use this script to replace the 403 forbidden error. Not clean but it works. John Baker if I remember right suggested a cleaner method to this a few months ago - but I do not recall what his method was. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Nowak, James Sent: Thursday, May 09, 2013 8:47 AM To: arslist@ARSLIST.ORG Subject: HTTP -- HTTPS Redirect I have a new 7.6.04 environment that we are standing up. I have configured SSL on my web servers and can login, etc. However I am now trying to setup HTTP--HTTPS redirection w/in IIS and am having some issues. I have tried several different methods and none have worked successfully. Anyone else have success doing this? Any input/feedback/config info would be greatly appreciated. My Web Servers are: Windows 2008 R2 w/ IIS 7.5 and Tomcat 6 Jim Nowak IT Infrastructure TEL: 630.438.7747 | jamesno...@officemax.com 800 W. Bryn Mawr, Itasca IL 60143 | http://www.officemax.com CONFIDENTIALITY NOTICE: The information contained in this e-mail and attached document(s) may contain confidential information that is intended only for the addressee(s). If you are not the intended recipient, you are hereby advised that any disclosure, copying, distribution or the taking of any action in reliance upon the information is prohibited. If you have received this e-mail in error, please immediately notify the sender and delete it from your system. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: huh? financial news for bmc ?
Agreed, Their support has REALLY started to step up and improve. Matt P. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Raman Arora Sent: Thursday, May 09, 2013 8:11 PM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? ** I second Lj. BMC support has suddenly turned around (may be since last 2-3 weeks). Things are suddenly getting better. We are hearing response in a matter of few hours and instead of a mail for log, it is the solution that is provided or a webex is scheduled (provided you give the info required). Request for Information cases are also getting thorough attention. We have teams working on quite a number of BMC tools and we're witnessing this phenomenon throughout!. -Raman On Fri, May 10, 2013 at 4:09 AM, Howard Richter hbr4...@gmail.commailto:hbr4...@gmail.com wrote: ** That is great to hear. Maybe someone has started to understand that a company needs to support what they sell. Take care, hbr From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj Sent: Thursday, May 09, 2013 6:19 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? ** Howard, I'm typically on the same side of the fence as you. For more years than I care to count I know more about Remedy than anyone I get on the other end of the email, and I have come to not even contact them for things that aren't 'core' related or to file defects, but I have been in direct contact with some upper level support people as of late. They are actively trying to fix the problems that we have, and seem to truly care. Two days ago I logged a ticket regarding 8.1 overlays in an upgrade scenario, and had a response in less than 3 hours suggesting a WebEx...today I got around to doing that WebEx and he had his team lead on the phone with us. It took 2 hours to get fixed, but got fixed in a single call and required some advanced DB level workso while I still don't go to them unless I can't solve it (which isn't often honestly with personal experience, ARSList, and BMC Communities at hand)the last few times I have contacted them, the experience seems better than it was for many years. On Thu, May 9, 2013 at 4:00 PM, Howard Richter hbr4...@gmail.commailto:hbr4...@gmail.com wrote: Shawn, Since I have worked with Remedy since 1996, I can say that its has been a downward spiral since Peregrine acquired Remedy. The initial Remedy support was great, then when Peregrine fired most of the Remedy team it was for (please fill in the blank). When BMC picked up Remedy, things did get better (not as good as it was but better). However, the spiral started again. The first few years of BMC it did get better, then the move to off shoring support (with not enough training of the staff) and cost cutting. Down it went. Now a days I am not sure what is going on. I wonder if the head of support, has ever supported any customer or even answered a support call. When I know more than the level 2s or 3s, something is wrong. I am unsure why they cut so many old timers, but my guess it's a money issue. As far as the support provided by other companies, they all have some good people and not so good people. However, I expect that the level 2s and higher to know more about the system they support and have the ability to help with the odd issues. Sorry for the rant, but I expect good support when I pay good money for it. And lately you cannot use Good support and BMC in the same sentence. Which is very sad for all of us in the world of Remedy. Hbr -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Thursday, May 09, 2013 12:15 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? We have SAP (and Oracle eBusiness) within my organization, and I haven't heard any unusual complaints. Is it worse than BMC's, Send us the same log files you already sent us so we can ask you for new log files of the same thing next week, then we'll close the ticket out for being too old customer service? I haven't interacted with BMC Support for a while so maybe I'm being unfair, but it often seemed like they just wanted to waste your time and hope you solved the problem on your own. Thanks, Shawn Pierson Remedy Developer | Energy Transfer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Hulmes, Timothy CTR MDA/ICTO Sent: Thursday, May 09, 2013 11:04 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? The only thing I will add about the SAP discussion is, have you ever dealt with support from SAP? Tim -Original Message- From:
TIBCO ActiveMatrix Administrator service will not start
We recently moved our Remedy databases to a new server cluster with a new name. I was able to change the server name in each of the config files and everything is working except the TIBCO ActiveMatrix Administrator Service. There is a .xml file associated with this service that contains the server name it's trying to connect to. I updated that file with the new name, saved it and attempted to start the service; without success. The interesting thing is that during the startup attempt this service it accesses this .xml file and changes the server name back to the old name? What's with that? The .xml file is called: security-config.xml and is in the CONFIG subdirectory for TIBCO. Why would a service startup attempt to change this file and where is it getting the information to change it back? I have not idea where to search so I am turning to this great list for suggestions. We are running: Atrium CBDB 7.5.00 patch 004 ARS 7.5.00 patch 007 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Using AIE to populate AssetPeople - 7.6.04
I need to put over 18000 assets into Remedy using AIE then have the PEOPLE tab in the asset on the Asset Console show the 'used by' person. I have written jobs to pull the assets into a staging dataset, then reconcile them into BMC.ASSET. I have an AIE relationship class job to relate the person from BMC_Person to the asset CI which populates the RELATIONSHIPS tab in the form. I have another AIE AR form job that goes against AST:AssetPeople. This is where I am failing. The job is taking all of the fields that I saw being populated in the SQL log when I manaullayt added a person via the Asset form. What I get is an error that says AddAssetToAR: AR API returned error during ARCreateEntry rc = 2 Required name parameter (or name field in a parameter) is empty. (102) The AIE log is below:(I have XXXed out the PI) Thu May 09 2013 11:22:59.9890] - TID: 001 API+ ARSetEntry -- Form [EIE:Exchange_Runs] for Entry [895] [Thu May 09 2013 11:22:59.9890] - TID: 001 API- ARSetEntry OK [Thu May 09 2013 11:22:59.9890] - TID: 001 DTLProcess command: select full_name from dbo.CTM_People where Internet_E_mail='kh.kxx...@xxx.xxx' AND profile_status=1 [Thu May 09 2013 11:22:59.9890] - TID: 001 DTLProcess command: SELECT personID FROM dbo.BMC_CORE_BMC_person_ where email='kh.kxx...@xxx.xxx' AND assetlifecyclestatus=3 [Thu May 09 2013 11:23:00.0210] - TID: 001 DTLProcess command: SELECT instanceID FROM dbo.BMC_CORE_BMC_person_ where email='kh.kxx...@xxx.xxx' AND assetlifecyclestatus=3 [Thu May 09 2013 11:23:00.0520] - TID: 001 DTLProcess command: SELECT InstanceId FROM dbo.BMC_CORE_BMC_ComputerSystem Where Name ='2015551212' AND DatasetId ='BMC.ASSET' [Thu May 09 2013 11:23:00.0830] - TID: 001 DTLProcess command: SELECT ReconciliationIdentity FROM dbo.BMC_CORE_BMC_person_ where email='kh.kxx...@xxx.xxx'AND assetlifecyclestatus=3 [Thu May 09 2013 11:23:00.1140] - TID: 001 DTLProcess command: SELECT instanceID FROM dbo.BMC_CORE_BMC_person_ where email= 'kh.kxx...@xxx.xxx'AND assetlifecyclestatus=3 [Thu May 09 2013 11:23:00.1460] - TID: 001 DTLProcess command: SELECT InstanceID FROM dbo.BMC_CORE_BMC_ComputerSystem Where Name ='2015551212' AND DatasetId ='BMC.ASSET' [Thu May 09 2013 11:23:00.1770] - TID: 001 DTLProcess command: select dbo.ast_computersystem.request_id,dbo.ast_computersystem.instance_ID from dbo.ast_computersystem,dbo.BMC_CORE_BMC_ComputerSystem where dbo.ast_computersystem.instance_ID=dbo.bmc_core_bmc_computersystem.instanceID AND dbo.bmc_core_bmc_computersystem.instanceID= (SELECT InstanceId FROM dbo.BMC_CORE_BMC_ComputerSystem Where Name ='2015551212' AND DatasetId ='BMC.ASSET') [Thu May 09 2013 11:23:00.2080] - TID: 001 DTLData obtained from Source for mappings: 'iSYS AssetPeopleForm' [Thu May 09 2013 11:23:00.2080] - TID: 001 DTLRule 1 : 'constant|People', Value: 'People' [Thu May 09 2013 11:23:00.2080] - TID: 001 DTLRule 2 : 'constant|Used by', Value: 'Used by' [Thu May 09 2013 11:23:00.2080] - TID: 001 DTLRule 3 : 'TargetSQL|select full_name from dbo.CTM_People where Internet_E_mail='$Unique_Users_EmployeeEmail$' AND profile_status=1', Value: 'KH Kr' [Thu May 09 2013 11:23:00.2080] - TID: 001 DTLRule 4 : 'TargetSQL|SELECT personID FROM dbo.BMC_CORE_BMC_person_ where email='$Unique_Users_EmployeeEmail$' AND assetlifecyclestatus=3', Value: 'PPL00011996' [Thu May 09 2013 11:23:00.2080] - TID: 001 DTLRule 5 : 'CellNumber', Value: '2015551212' [Thu May 09 2013 11:23:00.2080] - TID: 001 DTLRule 6 : 'Unique_Users_EmployeeEmail', Value: 'kh.kxx...@xxx.xxx' [Thu May 09 2013 11:23:00.2080] - TID: 001 DTLRule 7 : 'Equipment_Type', Value: 'Smart Phone' [Thu May 09 2013 11:23:00.2080] - TID: 001 DTLRule 8 : 'constant|BMC.ASSET', Value: 'BMC.ASSET' [Thu May 09 2013 11:23:00.2080] - TID: 001 DTLRule 9 : 'TargetSQL|SELECT instanceID FROM dbo.BMC_CORE_BMC_person_ where email='$Unique_Users_EmployeeEmail$' AND assetlifecyclestatus=3', Value: 'OI-B7BFEF81FC34455F8C11F56F125B6F8B' [Thu May 09 2013 11:23:00.2080] - TID: 001 DTLRule 10: 'TargetSQL|SELECT InstanceId FROM dbo.BMC_CORE_BMC_ComputerSystem Where Name ='$CellNumber$' AND DatasetId ='BMC.ASSET'', Value: 'OI-DDA0D6E8D0E248A390C52D4B63180ABC' [Thu May 09 2013 11:23:00.2080] - TID: 001 DTLRule 11: 'TargetSQL|SELECT ReconciliationIdentity FROM dbo.BMC_CORE_BMC_person_ where email='$Unique_Users_EmployeeEmail$'AND assetlifecyclestatus=3', Value: 'OI-38C09755C9254DDFAAED880644B790C8' [Thu May 09 2013 11:23:00.2080] - TID: 001 DTLRule 12: 'TargetSQL|SELECT instanceID FROM dbo.BMC_CORE_BMC_person_ where email= '$Unique_Users_EmployeeEmail$'AND assetlifecyclestatus=3', Value: 'OI-B7BFEF81FC34455F8C11F56F125B6F8B' [Thu May 09 2013 11:23:00.2080] - TID: 001 DTLRule 13:
Re: TIBCO ActiveMatrix Administrator service will not start
Larry, I don't have an answer to your question, but if it's changing it back I can tell you that it's getting the original value from somewhere elseso you might want to keep looking :) On Fri, May 10, 2013 at 8:50 AM, Larry larry.bar...@thecreek.com wrote: We recently moved our Remedy databases to a new server cluster with a new name. I was able to change the server name in each of the config files and everything is working except the TIBCO ActiveMatrix Administrator Service. There is a .xml file associated with this service that contains the server name it's trying to connect to. I updated that file with the new name, saved it and attempted to start the service; without success. The interesting thing is that during the startup attempt this service it accesses this .xml file and changes the server name back to the old name? What's with that? The .xml file is called: security-config.xml and is in the CONFIG subdirectory for TIBCO. Why would a service startup attempt to change this file and where is it getting the information to change it back? I have not idea where to search so I am turning to this great list for suggestions. We are running: Atrium CBDB 7.5.00 patch 004 ARS 7.5.00 patch 007 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Help with simple SSO authentication
All, Environment: Windows Server 2008 R2 IIS 7 Mid-tier/ARS: 7.6.04 2 Mid-Tier--Load Balancer--ARS Servers. I'm trying to get our SSO authentication setup. The goal is to allow end users to hit the web site and have it automatically log them in (no log in prompt). We have the LDAP connection to AD working correctly, and we were trying to set this up without that Atrium SSO authenticator. Primarily because what I read says that keeps the password in it's own file and still forces a person to login (was my understanding correct?). I've read through the documentation and searched the web, and I've been able to find some things but nothing that has worked yet. I've got the Mid-tier all working I tired taking our SSOAuthenticator.jar and sso.properties file from 7.1 and moving it forward. But when I implement it on the Mid-Tier, it still prompts for login. I think I have the server side setup correctly: Authentication-Chaining-Mode: 4 Crossref-Blank-Password: T External-Authentication-RPC-Socket: 390695 AREA-Hub-Plugin: D:\Apps\BMC Software\ARSystem\areasso.dll AREA-Hub-Plugin: D:\Apps\BMC Software\ARSystem\arealdap\arealdap.dll Any thoughts/Help would be greatly appreciated, as I am fairly novice with this SSO setup stuff. Thanks, Matt P. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Converting date formats in set fields action
I don't know if the long week has caught up with me and this is a heavy question for a Friday. I am just not able to figure out how to convert a date that I am getting from another system in -MM-DD format to the MM-DD- format that my server uses. For testing purposes I'm just pasting the output from the other system into a display-only form and then doing a set fields for the date portion of that string into my date/time field (DiscoveredDate). If my symptoms below make sense to anyone I would gladly take any advice on how to convert the date format. The date is actually coming in as -MM-DD HH:MM:SS with milliseconds but the time portion is all zeroes. I am using the LEFT function to set the value into a temp character field (zTmpDiscDate) taking only the first 10 characters (i.e. the date portion) which works fine. When I do a set fields (current screen) to take that value into my date/time field DiscoveredDate it sets it to a default of Wednesday, December 31, 1969 16:33:20 PM presumably because the incoming date format doesn't match. I tried using a set fields with a SQL statement as shown below but it just sets my temp character field zTmpDiscDate to 2000 for some reason: SELECT CONVERT(VARCHAR(10), $zTmpDiscDate$, 101) AS DiscDate The SQL log shows that it is parsing the date field but even with AL, Database and API logging turned on in the WUT this is all I get back which is not helping me figure out where the failure lies. The server is on Windows 2008 and the database is MS-SQL Server 2008. The ultimate goal of this is to process incoming data on the server without human intervention at all, I'm just using the WUT as a test platform to tweak my code. SQL TID: 000336 RPC ID: 258953 Queue: List Client-RPC: 390620USER: rwestbrock Overlay-Group: 1 /* Fri May 10 2013 09:45:51.6090 */SELECT CONVERT(VARCHAR(10), 2012-09-03, 101) AS DiscDateSQL TID: 000336 RPC ID: 258953 Queue: List Client-RPC: 390620USER: rwestbrockOverlay-Group: 1 /* Fri May 10 2013 09:45:51.6090 */OKAPI TID: 000336 RPC ID: 258953 Queue: List Client-RPC: 390620USER: rwestbrock Overlay-Group: 1 /* Fri May 10 2013 09:45:51.6090 */-GSQL OKCLAT /* Fri May 10 2013 09:45:51.5820 */-API call ACTL zTmpDiscDate (936880920) = 2000 ACTL 8: Set Fields ACTL DiscoveredDate (536871196) = Wednesday, December 31, 1969 16:33:20 PM ___ Rick Westbrock QMX Support Services ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Converting date formats in set fields action
Hi Rick, For a Friday this might work. Since the format is always the same maybe you can probably do a series of substring set fields in a filter to put in a temp date (character) field and then move to your final date field. incomingdate is also a character field. Set field tempdate SUBSTR($incomingdate$,0,3) result Set field tempdate SUBSTR($incomingdate$,8,9) + / + $tempfield$ result DD/ Set field tempdate SUBSTR($incomingdate$,5,6) + / + $tempfield$ Result MM/DD/YYY Set field finaldatefield $tempdate$ Good Luck, Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Westbrock Sent: Friday, May 10, 2013 1:03 PM To: arslist@ARSLIST.ORG Subject: Converting date formats in set fields action I don't know if the long week has caught up with me and this is a heavy question for a Friday. I am just not able to figure out how to convert a date that I am getting from another system in -MM-DD format to the MM-DD- format that my server uses. For testing purposes I'm just pasting the output from the other system into a display-only form and then doing a set fields for the date portion of that string into my date/time field (DiscoveredDate). If my symptoms below make sense to anyone I would gladly take any advice on how to convert the date format. The date is actually coming in as -MM-DD HH:MM:SS with milliseconds but the time portion is all zeroes. I am using the LEFT function to set the value into a temp character field (zTmpDiscDate) taking only the first 10 characters (i.e. the date portion) which works fine. When I do a set fields (current screen) to take that value into my date/time field DiscoveredDate it sets it to a default of Wednesday, December 31, 1969 16:33:20 PM presumably because the incoming date format doesn't match. I tried using a set fields with a SQL statement as shown below but it just sets my temp character field zTmpDiscDate to 2000 for some reason: SELECT CONVERT(VARCHAR(10), $zTmpDiscDate$, 101) AS DiscDate The SQL log shows that it is parsing the date field but even with AL, Database and API logging turned on in the WUT this is all I get back which is not helping me figure out where the failure lies. The server is on Windows 2008 and the database is MS-SQL Server 2008. The ultimate goal of this is to process incoming data on the server without human intervention at all, I'm just using the WUT as a test platform to tweak my code. SQL TID: 000336 RPC ID: 258953 Queue: List Client-RPC: 390620USER: rwestbrock Overlay-Group: 1 /* Fri May 10 2013 09:45:51.6090 */SELECT CONVERT(VARCHAR(10), 2012-09-03, 101) AS DiscDateSQL TID: 000336 RPC ID: 258953 Queue: List Client-RPC: 390620USER: rwestbrockOverlay-Group: 1 /* Fri May 10 2013 09:45:51.6090 */OKAPI TID: 000336 RPC ID: 258953 Queue: List Client-RPC: 390620USER: rwestbrock Overlay-Group: 1 /* Fri May 10 2013 09:45:51.6090 */-GSQL OKCLAT /* Fri May 10 2013 09:45:51.5820 */-API call ACTL zTmpDiscDate (936880920) = 2000 ACTL 8: Set Fields ACTL DiscoveredDate (536871196) = Wednesday, December 31, 1969 16:33:20 PM ___ Rick Westbrock QMX Support Services ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: [EXTERNAL] Incident Transfers
Paul: Tell us some more about the report you reference. Is it an Analytics report or some other report? If so, what version of Analytics are you running? Natalie Stroud SAIC @ Sandia National Laboratories ARS-ITSM Reporting Specialist Albuquerque, NM USA nkst...@sandia.govmailto:nkst...@sandia.gov ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hodgdon, Paul Sent: Friday, May 10, 2013 12:32 PM To: arslist@ARSLIST.ORG Subject: [EXTERNAL] Incident Transfers ** I am trying to understand incident transfers. Below is a use case I found when I ran a report against a particular incident. Does anyone have any insight into how this is working? Total transfers = 4; Group Transfers =3 and Individual transfers = 3. I checked in the Audit Log and Work Detail 1. The Audit Log shows assigned groups - Group 1, Group 2, Group 3 and Group 4 a. Since the report shows 3 groups, does the dispatch from Group 1 to Group 2 not get counted? 2. Audit Log shows assignees - User 1 and User 2 a. User 3 was never the assignee but did add a work detail entry and dispatched the incident to Group 3 b. User 4 was never the assignee but dispatched the incident to Group 4. c. I'm not sure who the 3 individual transfers are. I assume User 1 and User 2 are two of them, but why is the number 3 rather than 4? 3. Total transfers is 4. What does this include? I don't understand how this was calculated. This is what I got from BMC as an explanation: The Total Transfers counter is incremented by 1 each time the Incident is routed to a new Group or a new Individual or both at same time. Test 1: When a Assignee and Assigned Group is changed The Transfers between Individual = 1 and Transfers between Group =1 and Total Transfers =1. Test 2: When only the Assignee is changed and the Assigned Group is kept same i.e unchanged The Transfers between Individual = 2 and Transfers between Group=1 and Total Transfers= 2. Test 3: When only Assigned Group is changed and the Assignee selected is same in both the groups The Transfers between individual = 2 and Transfers between Group=2 and Total Transfers = 3 Hence, total transfer is not the sum of group transfer value and individual transfer value. [Description: Description: Description: cid:image001.png@01CB1CFE.724B27B0] IT Accounts ITSM Applications Manager University of New Hampshire Client Services Primary: (603) 862-2377 Alternate: (603) 862-4242 paul.hodg...@unh.edumailto:paul.hodg...@unh.edu http://accounts.unh.eduhttp://accounts.unh.edu/ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.jpg
Re: [EXTERNAL] Incident Transfers
This was just a report using the user tool of those fields on the incident. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K Sent: Friday, May 10, 2013 2:38 PM To: arslist@ARSLIST.ORG Subject: Re: [EXTERNAL] Incident Transfers ** Paul: Tell us some more about the report you reference. Is it an Analytics report or some other report? If so, what version of Analytics are you running? Natalie Stroud SAIC @ Sandia National Laboratories ARS-ITSM Reporting Specialist Albuquerque, NM USA nkst...@sandia.govmailto:nkst...@sandia.gov ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hodgdon, Paul Sent: Friday, May 10, 2013 12:32 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: [EXTERNAL] Incident Transfers ** I am trying to understand incident transfers. Below is a use case I found when I ran a report against a particular incident. Does anyone have any insight into how this is working? Total transfers = 4; Group Transfers =3 and Individual transfers = 3. I checked in the Audit Log and Work Detail 1. The Audit Log shows assigned groups - Group 1, Group 2, Group 3 and Group 4 a. Since the report shows 3 groups, does the dispatch from Group 1 to Group 2 not get counted? 2. Audit Log shows assignees - User 1 and User 2 a. User 3 was never the assignee but did add a work detail entry and dispatched the incident to Group 3 b. User 4 was never the assignee but dispatched the incident to Group 4. c. I'm not sure who the 3 individual transfers are. I assume User 1 and User 2 are two of them, but why is the number 3 rather than 4? 3. Total transfers is 4. What does this include? I don't understand how this was calculated. This is what I got from BMC as an explanation: The Total Transfers counter is incremented by 1 each time the Incident is routed to a new Group or a new Individual or both at same time. Test 1: When a Assignee and Assigned Group is changed The Transfers between Individual = 1 and Transfers between Group =1 and Total Transfers =1. Test 2: When only the Assignee is changed and the Assigned Group is kept same i.e unchanged The Transfers between Individual = 2 and Transfers between Group=1 and Total Transfers= 2. Test 3: When only Assigned Group is changed and the Assignee selected is same in both the groups The Transfers between individual = 2 and Transfers between Group=2 and Total Transfers = 3 Hence, total transfer is not the sum of group transfer value and individual transfer value. [Description: Description: Description: cid:image001.png@01CB1CFE.724B27B0] IT Accounts ITSM Applications Manager University of New Hampshire Client Services Primary: (603) 862-2377 Alternate: (603) 862-4242 paul.hodg...@unh.edumailto:paul.hodg...@unh.edu http://accounts.unh.eduhttp://accounts.unh.edu/ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.jpg
Re: Converting date formats in set fields action
Have you considered using web services? Cheers Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Friday, May 10, 2013 1:35 PM To: arslist@ARSLIST.ORG Subject: Re: Converting date formats in set fields action Hi Rick, For a Friday this might work. Since the format is always the same maybe you can probably do a series of substring set fields in a filter to put in a temp date (character) field and then move to your final date field. incomingdate is also a character field. Set field tempdate SUBSTR($incomingdate$,0,3) result Set field tempdate SUBSTR($incomingdate$,8,9) + / + $tempfield$ result DD/ Set field tempdate SUBSTR($incomingdate$,5,6) + / + $tempfield$ Result MM/DD/YYY Set field finaldatefield $tempdate$ Good Luck, Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Westbrock Sent: Friday, May 10, 2013 1:03 PM To: arslist@ARSLIST.ORG Subject: Converting date formats in set fields action I don't know if the long week has caught up with me and this is a heavy question for a Friday. I am just not able to figure out how to convert a date that I am getting from another system in -MM-DD format to the MM-DD- format that my server uses. For testing purposes I'm just pasting the output from the other system into a display-only form and then doing a set fields for the date portion of that string into my date/time field (DiscoveredDate). If my symptoms below make sense to anyone I would gladly take any advice on how to convert the date format. The date is actually coming in as -MM-DD HH:MM:SS with milliseconds but the time portion is all zeroes. I am using the LEFT function to set the value into a temp character field (zTmpDiscDate) taking only the first 10 characters (i.e. the date portion) which works fine. When I do a set fields (current screen) to take that value into my date/time field DiscoveredDate it sets it to a default of Wednesday, December 31, 1969 16:33:20 PM presumably because the incoming date format doesn't match. I tried using a set fields with a SQL statement as shown below but it just sets my temp character field zTmpDiscDate to 2000 for some reason: SELECT CONVERT(VARCHAR(10), $zTmpDiscDate$, 101) AS DiscDate The SQL log shows that it is parsing the date field but even with AL, Database and API logging turned on in the WUT this is all I get back which is not helping me figure out where the failure lies. The server is on Windows 2008 and the database is MS-SQL Server 2008. The ultimate goal of this is to process incoming data on the server without human intervention at all, I'm just using the WUT as a test platform to tweak my code. SQL TID: 000336 RPC ID: 258953 Queue: List Client-RPC: 390620USER: rwestbrock Overlay-Group: 1 /* Fri May 10 2013 09:45:51.6090 */SELECT CONVERT(VARCHAR(10), 2012-09-03, 101) AS DiscDateSQL TID: 000336 RPC ID: 258953 Queue: List Client-RPC: 390620USER: rwestbrockOverlay-Group: 1 /* Fri May 10 2013 09:45:51.6090 */OKAPI TID: 000336 RPC ID: 258953 Queue: List Client-RPC: 390620USER: rwestbrock Overlay-Group: 1 /* Fri May 10 2013 09:45:51.6090 */-GSQL OKCLAT /* Fri May 10 2013 09:45:51.5820 */-API call ACTL zTmpDiscDate (936880920) = 2000 ACTL 8: Set Fields ACTL DiscoveredDate (536871196) = Wednesday, December 31, 1969 16:33:20 PM ___ Rick Westbrock QMX Support Services ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Converting date formats in set fields action
Why would you need to parse or munge the data? The date/time data is stored as a string, and the client settings determine how it is displayed. So why would you need to do anything more than copy the field to a temp date/time field on the destination system, which would display it in the new format? Rick On May 10, 2013 10:35 AM, Brittain, Mark mbritt...@navisite.com wrote: Hi Rick, For a Friday this might work. Since the format is always the same maybe you can probably do a series of substring set fields in a filter to put in a temp date (character) field and then move to your final date field. incomingdate is also a character field. Set field tempdate SUBSTR($incomingdate$,0,3) result Set field tempdate SUBSTR($incomingdate$,8,9) + / + $tempfield$ result DD/ Set field tempdate SUBSTR($incomingdate$,5,6) + / + $tempfield$ Result MM/DD/YYY Set field finaldatefield $tempdate$ Good Luck, Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Rick Westbrock Sent: Friday, May 10, 2013 1:03 PM To: arslist@ARSLIST.ORG Subject: Converting date formats in set fields action I don't know if the long week has caught up with me and this is a heavy question for a Friday. I am just not able to figure out how to convert a date that I am getting from another system in -MM-DD format to the MM-DD- format that my server uses. For testing purposes I'm just pasting the output from the other system into a display-only form and then doing a set fields for the date portion of that string into my date/time field (DiscoveredDate). If my symptoms below make sense to anyone I would gladly take any advice on how to convert the date format. The date is actually coming in as -MM-DD HH:MM:SS with milliseconds but the time portion is all zeroes. I am using the LEFT function to set the value into a temp character field (zTmpDiscDate) taking only the first 10 characters (i.e. the date portion) which works fine. When I do a set fields (current screen) to take that value into my date/time field DiscoveredDate it sets it to a default of Wednesday, December 31, 1969 16:33:20 PM presumably because the incoming date format doesn't match. I tried using a set fields with a SQL statement as shown below but it just sets my temp character field zTmpDiscDate to 2000 for some reason: SELECT CONVERT(VARCHAR(10), $zTmpDiscDate$, 101) AS DiscDate The SQL log shows that it is parsing the date field but even with AL, Database and API logging turned on in the WUT this is all I get back which is not helping me figure out where the failure lies. The server is on Windows 2008 and the database is MS-SQL Server 2008. The ultimate goal of this is to process incoming data on the server without human intervention at all, I'm just using the WUT as a test platform to tweak my code. SQL TID: 000336 RPC ID: 258953 Queue: List Client-RPC: 390620USER: rwestbrock Overlay-Group: 1 /* Fri May 10 2013 09:45:51.6090 */SELECT CONVERT(VARCHAR(10), 2012-09-03, 101) AS DiscDateSQL TID: 000336 RPC ID: 258953 Queue: List Client-RPC: 390620USER: rwestbrockOverlay-Group: 1 /* Fri May 10 2013 09:45:51.6090 */OKAPI TID: 000336 RPC ID: 258953 Queue: List Client-RPC: 390620USER: rwestbrock Overlay-Group: 1 /* Fri May 10 2013 09:45:51.6090 */-GSQL OKCLAT /* Fri May 10 2013 09:45:51.5820 */-API call ACTL zTmpDiscDate (936880920) = 2000 ACTL 8: Set Fields ACTL DiscoveredDate (536871196) = Wednesday, December 31, 1969 16:33:20 PM ___ Rick Westbrock QMX Support Services ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: huh? financial news for bmc ?
On 5/6/13, laurent matheo lm...@me.com wrote: I just hope some guys I know at BMC will be ok after the buyout... This could good or this could be a disaster Usually Equity Firms / Vulture Capital takeovers end up with a lot of asset stripping. BMC is rich pickings because they hoovered up a lot of software titles - I'd expect the smaller of those to be flogged off for a quick return, the high profit titles grown until the company can be flipped for a targeted return. Equity firms aren't generally known for long-term ownership or putting huge amounts of money into RD - to them the product is the business itself rather than what those businesses make. Not always the case and I hope I'm wrong...just seen a lot of it in the dotcom era.. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: [EXTERNAL] Incident Transfers
Paul: Well, for the group transfers for the ticket in your report, I'd assume this: 1.Group 1 to Group 2 2.Group 2 to Group 3 3.Group 3 to Group 4 = 3 Group Transfers, though that logic doesn't seem to hold with your test cases. I'm not sure offhand about your user transfers - could you list out the audit trail info in order in just a little more detail? I.E. Ticket creation - assigned to Group 1, no user Assigned to Group 1, User 1 Reassigned to Group 2, User 2 User 3 adds Work Info and reassigns to Group 3 Etc. Also, did you look at these test cases: 1.What happens when the ticket is saved but there were NO changes to Assigned Group or Assignee? 2.What happens when the Assignee field gets blanked out after it was previously populated - does that count as a transfer? 3.What happens when the Owner and/or Owner Group is changed but neither Assigned Group nor Assignee is? Seems like if something is being counted for any of those, it could account for why the numbers look a little high. Good luck! Natalie Stroud SAIC @ Sandia National Laboratories ARS-ITSM Reporting Specialist Albuquerque, NM USA nkst...@sandia.govmailto:nkst...@sandia.gov ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hodgdon, Paul Sent: Friday, May 10, 2013 12:32 PM To: arslist@ARSLIST.ORG Subject: [EXTERNAL] Incident Transfers ** I am trying to understand incident transfers. Below is a use case I found when I ran a report against a particular incident. Does anyone have any insight into how this is working? Total transfers = 4; Group Transfers =3 and Individual transfers = 3. I checked in the Audit Log and Work Detail 1. The Audit Log shows assigned groups - Group 1, Group 2, Group 3 and Group 4 a. Since the report shows 3 groups, does the dispatch from Group 1 to Group 2 not get counted? 2. Audit Log shows assignees - User 1 and User 2 a. User 3 was never the assignee but did add a work detail entry and dispatched the incident to Group 3 b. User 4 was never the assignee but dispatched the incident to Group 4. c. I'm not sure who the 3 individual transfers are. I assume User 1 and User 2 are two of them, but why is the number 3 rather than 4? 3. Total transfers is 4. What does this include? I don't understand how this was calculated. This is what I got from BMC as an explanation: The Total Transfers counter is incremented by 1 each time the Incident is routed to a new Group or a new Individual or both at same time. Test 1: When a Assignee and Assigned Group is changed The Transfers between Individual = 1 and Transfers between Group =1 and Total Transfers =1. Test 2: When only the Assignee is changed and the Assigned Group is kept same i.e unchanged The Transfers between Individual = 2 and Transfers between Group=1 and Total Transfers= 2. Test 3: When only Assigned Group is changed and the Assignee selected is same in both the groups The Transfers between individual = 2 and Transfers between Group=2 and Total Transfers = 3 Hence, total transfer is not the sum of group transfer value and individual transfer value. [Description: Description: Description: cid:image001.png@01CB1CFE.724B27B0] IT Accounts ITSM Applications Manager University of New Hampshire Client Services Primary: (603) 862-2377 Alternate: (603) 862-4242 paul.hodg...@unh.edumailto:paul.hodg...@unh.edu http://accounts.unh.eduhttp://accounts.unh.edu/ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.jpg
Re: Converting date formats in set fields action
Thanks for the replies. Mark, I was hoping that I was missing something obvious and wouldn't have to do so much string manipulation but I may have to go that route. This is actually related to a previous issue I posted, my data feed is a daily XML file exported from the other system so the file is basically one giant string. For various reasons I don't have the option of web services at this time, I'm stuck with the XML flat file once per day. I realized while composing a longer reply that there are two other steps in the process that could be causing this problem. The complete workflow is that I walk a table to pick up the field name and field ID on the display-only form where the data element needs to end up. There's a set fields that parses it out of the long XML string into a temp character field first, then a run process Application-Copy-Field-Value to copy it to the destination date/time field. This is the first place that I hadn't considered might be causing the problem because it only returns a 0/1 result for success/failure so I can't see what it is setting into the date/time field without putting a message in there to pause the workflow so I can see the transitory data. There is also a subsequent push fields action that could be causing the problem. Below is a set of log lines showing all the steps: walk the table to get the destination field name ID and copy the data element from the XML to the temp field (action 0), then action 1 uses the run process to copy to the date/time field, then action 6 in a different active link pushes to a regular form. The problem could be introduced in action 1 or action 6. (I am walking a table instead of hard-coding because there are nearly 40 data fields to parse and I've already had one additional field added to the spec so it's easier to add a row to the supporting form instead of modifying workflow when a field is requested to be added.) ACTL 0: Set Fields ACTL Current Field ID (936870941) = 536871196 ACTL Current Field Name (936870940) = DiscoveredDate ACTL Current Field Value (936870936) = 2011-12-06 00:00:00.0 ACTL 1: Set Fields ACTL Process: Application-Copy-Field-Value 536871196 936870936 ACTL Integer Field (936870937) = 0 ACTL 6: Push Fields ACTL To Schema RegularForm on Server @ ACTL (536871196) = Wednesday, December 31, 1969 16:33:31 PM ___ Rick Westbrock Support to SPAWAR - IT Service Management Project, Code 54520 QMX Support Services Office (619) 524-2303 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook Sent: Friday, May 10, 2013 12:26 PM To: arslist@ARSLIST.ORG Subject: Re: Converting date formats in set fields action ** Why would you need to parse or munge the data? The date/time data is stored as a string, and the client settings determine how it is displayed. So why would you need to do anything more than copy the field to a temp date/time field on the destination system, which would display it in the new format? Rick On May 10, 2013 10:35 AM, Brittain, Mark mbritt...@navisite.com wrote: Hi Rick, For a Friday this might work. Since the format is always the same maybe you can probably do a series of substring set fields in a filter to put in a temp date (character) field and then move to your final date field. incomingdate is also a character field. Set field tempdate SUBSTR($incomingdate$,0,3) result Set field tempdate SUBSTR($incomingdate$,8,9) + / + $tempfield$ result DD/ Set field tempdate SUBSTR($incomingdate$,5,6) + / + $tempfield$ Result MM/DD/YYY Set field finaldatefield $tempdate$ Good Luck, Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Westbrock Sent: Friday, May 10, 2013 1:03 PM To: arslist@ARSLIST.ORG Subject: Converting date formats in set fields action I don't know if the long week has caught up with me and this is a heavy question for a Friday. I am just not able to figure out how to convert a date that I am getting from another system in -MM-DD format to the MM-DD- format that my server uses. For testing purposes I'm just pasting the output from the other system into a display-only form and then doing a set fields for the date portion of that string into my date/time field (DiscoveredDate). If my symptoms below make sense to anyone I would gladly take any advice on how to convert the date format. The date is actually coming in as -MM-DD HH:MM:SS with milliseconds but the time portion is all zeroes. I am using the LEFT function to set the value into a temp character field (zTmpDiscDate) taking only the first 10 characters (i.e. the date portion) which works fine. When I do a set fields (current screen) to take that value into my date/time field DiscoveredDate it sets it
Re: huh? financial news for bmc ? (crazy idea)
So where do we stand. 1. Bain might buy BMC and Compuware. a. BMC = the great Remedy engine, ITSM and number of Mainframe products b. Compuware = dynaTrace (a BSM product) and a number of Mainframe products. 2. BMC support is getting better, but maybe that is so when Bain buys BMC some support employees are not let go. So doing some thinking and if this goes through, the new companies might be.. 1. BMC/Compuware Mainframe products 2. Service Desk/ITSM/Monitoring/Discovery Service 3. Cloud And Remedy, sold to Oracle and licensed back. Or Oracle buys everything other than the Mainframe products. Now let's have a great weekend, Howard From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Matthew Perrault Sent: Friday, May 10, 2013 10:48 AM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? ** Agreed, Their support has REALLY started to step up and improve. Matt P. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Raman Arora Sent: Thursday, May 09, 2013 8:11 PM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? ** I second Lj. BMC support has suddenly turned around (may be since last 2-3 weeks). Things are suddenly getting better. We are hearing response in a matter of few hours and instead of a mail for log, it is the solution that is provided or a webex is scheduled (provided you give the info required). Request for Information cases are also getting thorough attention. We have teams working on quite a number of BMC tools and we're witnessing this phenomenon throughout!. -Raman On Fri, May 10, 2013 at 4:09 AM, Howard Richter hbr4...@gmail.com wrote: ** That is great to hear. Maybe someone has started to understand that a company needs to support what they sell. Take care, hbr From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj Sent: Thursday, May 09, 2013 6:19 PM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? ** Howard, I'm typically on the same side of the fence as you. For more years than I care to count I know more about Remedy than anyone I get on the other end of the email, and I have come to not even contact them for things that aren't 'core' related or to file defects, but I have been in direct contact with some upper level support people as of late. They are actively trying to fix the problems that we have, and seem to truly care. Two days ago I logged a ticket regarding 8.1 overlays in an upgrade scenario, and had a response in less than 3 hours suggesting a WebEx...today I got around to doing that WebEx and he had his team lead on the phone with us. It took 2 hours to get fixed, but got fixed in a single call and required some advanced DB level workso while I still don't go to them unless I can't solve it (which isn't often honestly with personal experience, ARSList, and BMC Communities at hand)the last few times I have contacted them, the experience seems better than it was for many years. On Thu, May 9, 2013 at 4:00 PM, Howard Richter hbr4...@gmail.com wrote: Shawn, Since I have worked with Remedy since 1996, I can say that its has been a downward spiral since Peregrine acquired Remedy. The initial Remedy support was great, then when Peregrine fired most of the Remedy team it was for (please fill in the blank). When BMC picked up Remedy, things did get better (not as good as it was but better). However, the spiral started again. The first few years of BMC it did get better, then the move to off shoring support (with not enough training of the staff) and cost cutting. Down it went. Now a days I am not sure what is going on. I wonder if the head of support, has ever supported any customer or even answered a support call. When I know more than the level 2s or 3s, something is wrong. I am unsure why they cut so many old timers, but my guess it's a money issue. As far as the support provided by other companies, they all have some good people and not so good people. However, I expect that the level 2s and higher to know more about the system they support and have the ability to help with the odd issues. Sorry for the rant, but I expect good support when I pay good money for it. And lately you cannot use Good support and BMC in the same sentence. Which is very sad for all of us in the world of Remedy. Hbr -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Thursday, May 09, 2013 12:15 PM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? We have SAP (and Oracle eBusiness) within my organization, and I haven't heard any unusual complaints. Is it worse than BMC's, Send us the same log files you already sent us so we can
Re: Converting date formats in set fields action
Rick, Since you're stuck with a flatfile anyway, would it be an option for you to process that file into a Remedy-friendly format first using a scripting language such as perl? I've found it's much easier to deal with heavy text validation/manipulation by sending it outside of Remedy then reading it back. -Paul On Fri, May 10, 2013 at 1:21 PM, Rick Westbrock rwestbr...@qmxs.com wrote: ** Thanks for the replies. Mark, I was hoping that I was missing something obvious and wouldn’t have to do so much string manipulation but I may have to go that route. This is actually related to a previous issue I posted, my data feed is a daily XML file exported from the other system so the file is basically one giant string. For various reasons I don’t have the option of web services at this time, I’m stuck with the XML flat file once per day.* *** ** ** I realized while composing a longer reply that there are two other steps in the process that could be causing this problem. The complete workflow is that I walk a table to pick up the field name and field ID on the display-only form where the data element needs to end up. There’s a set fields that parses it out of the long XML string into a temp character field first, then a run process Application-Copy-Field-Value to copy it to the destination date/time field. This is the first place that I hadn’t considered might be causing the problem because it only returns a 0/1 result for success/failure so I can’t see what it is setting into the date/time field without putting a message in there to pause the workflow so I can see the transitory data. ** ** There is also a subsequent push fields action that could be causing the problem. Below is a set of log lines showing all the steps: walk the table to get the destination field name ID and copy the data element from the XML to the temp field (action 0), then action 1 uses the run process to copy to the date/time field, then action 6 in a different active link pushes to a regular form. The problem could be introduced in action 1 or action 6. (I am walking a table instead of hard-coding because there are nearly 40 data fields to parse and I’ve already had one additional field added to the spec so it’s easier to add a row to the supporting form instead of modifying workflow when a field is requested to be added.) ** ** ACTL 0: Set Fields ACTL Current Field ID (936870941) = 536871196 ACTL Current Field Name (936870940) = DiscoveredDate ACTL Current Field Value (936870936) = 2011-12-06 00:00:00.0 ACTL 1: Set Fields ACTL Process: Application-Copy-Field-Value 536871196 936870936 ACTL Integer Field (936870937) = 0 ACTL 6: Push Fields ACTL To Schema RegularForm on Server @ ACTL (536871196) = Wednesday, December 31, 1969 16:33:31 PM* *** ** ** ** ** ** ** ___ Rick Westbrock Support to SPAWAR – IT Service Management Project, Code 54520 QMX Support Services Office (619) 524-2303 ** ** *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Rick Cook *Sent:* Friday, May 10, 2013 12:26 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Converting date formats in set fields action ** ** ** Why would you need to parse or munge the data? The date/time data is stored as a string, and the client settings determine how it is displayed. So why would you need to do anything more than copy the field to a temp date/time field on the destination system, which would display it in the new format? Rick On May 10, 2013 10:35 AM, Brittain, Mark mbritt...@navisite.com wrote: Hi Rick, For a Friday this might work. Since the format is always the same maybe you can probably do a series of substring set fields in a filter to put in a temp date (character) field and then move to your final date field. incomingdate is also a character field. Set field tempdate SUBSTR($incomingdate$,0,3) result Set field tempdate SUBSTR($incomingdate$,8,9) + / + $tempfield$ result DD/ Set field tempdate SUBSTR($incomingdate$,5,6) + / + $tempfield$ Result MM/DD/YYY Set field finaldatefield $tempdate$ Good Luck, Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Rick Westbrock Sent: Friday, May 10, 2013 1:03 PM To: arslist@ARSLIST.ORG Subject: Converting date formats in set fields action I don't know if the long week has caught up with me and this is a heavy question for a Friday. I am just not able to figure out how to convert a date that I am getting from another system in -MM-DD format to the MM-DD- format that my server uses. For testing purposes I'm just pasting the output from the
Re: Converting date formats in set fields action
That's a good idea Paul. Currently we are doing some manipulation outside of Remedy before importing the files with the Data Import tool. We don't have Perl available however, I'm not sure what other scripting tools I might be able to leverage but I'll look into it. The toughest part of this is that in the XML file each incoming ticket can have zero to many work info entries; any work info entries go in a different regular form (just to make for a more complex process). -Rick ___ Rick Westbrock QMX Support Services From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Paul Blasquez Sent: Friday, May 10, 2013 14:24 PM To: arslist@ARSLIST.ORG Subject: Re: Converting date formats in set fields action ** Rick, Since you're stuck with a flatfile anyway, would it be an option for you to process that file into a Remedy-friendly format first using a scripting language such as perl? I've found it's much easier to deal with heavy text validation/manipulation by sending it outside of Remedy then reading it back. -Paul On Fri, May 10, 2013 at 1:21 PM, Rick Westbrock rwestbr...@qmxs.com wrote: ** Thanks for the replies. Mark, I was hoping that I was missing something obvious and wouldn't have to do so much string manipulation but I may have to go that route. This is actually related to a previous issue I posted, my data feed is a daily XML file exported from the other system so the file is basically one giant string. For various reasons I don't have the option of web services at this time, I'm stuck with the XML flat file once per day. I realized while composing a longer reply that there are two other steps in the process that could be causing this problem. The complete workflow is that I walk a table to pick up the field name and field ID on the display-only form where the data element needs to end up. There's a set fields that parses it out of the long XML string into a temp character field first, then a run process Application-Copy-Field-Value to copy it to the destination date/time field. This is the first place that I hadn't considered might be causing the problem because it only returns a 0/1 result for success/failure so I can't see what it is setting into the date/time field without putting a message in there to pause the workflow so I can see the transitory data. There is also a subsequent push fields action that could be causing the problem. Below is a set of log lines showing all the steps: walk the table to get the destination field name ID and copy the data element from the XML to the temp field (action 0), then action 1 uses the run process to copy to the date/time field, then action 6 in a different active link pushes to a regular form. The problem could be introduced in action 1 or action 6. (I am walking a table instead of hard-coding because there are nearly 40 data fields to parse and I've already had one additional field added to the spec so it's easier to add a row to the supporting form instead of modifying workflow when a field is requested to be added.) ACTL 0: Set Fields ACTL Current Field ID (936870941) = 536871196 ACTL Current Field Name (936870940) = DiscoveredDate ACTL Current Field Value (936870936) = 2011-12-06 00:00:00.0 ACTL 1: Set Fields ACTL Process: Application-Copy-Field-Value 536871196 936870936 ACTL Integer Field (936870937) = 0 ACTL 6: Push Fields ACTL To Schema RegularForm on Server @ ACTL (536871196) = Wednesday, December 31, 1969 16:33:31 PM ___ Rick Westbrock QMX Support Services From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook Sent: Friday, May 10, 2013 12:26 PM To: arslist@ARSLIST.ORG Subject: Re: Converting date formats in set fields action ** Why would you need to parse or munge the data? The date/time data is stored as a string, and the client settings determine how it is displayed. So why would you need to do anything more than copy the field to a temp date/time field on the destination system, which would display it in the new format? Rick On May 10, 2013 10:35 AM, Brittain, Mark mbritt...@navisite.com wrote: Hi Rick, For a Friday this might work. Since the format is always the same maybe you can probably do a series of substring set fields in a filter to put in a temp date (character) field and then move to your final date field. incomingdate is also a character field. Set field tempdate SUBSTR($incomingdate$,0,3) result Set field tempdate SUBSTR($incomingdate$,8,9) + / + $tempfield$ result DD/ Set field tempdate SUBSTR($incomingdate$,5,6) + / + $tempfield$ Result MM/DD/YYY Set field finaldatefield $tempdate$ Good Luck, Mark -Original Message- From: Action Request System discussion list(ARSList)
Sort of OT: SQL Server 2000 Web Services Toolkit - anyone used this?
Has anyone used this? Is it still available somewhere for download? I seem to find links to it that gives me 'page not found' type errors. I'm toying with the idea to publish web services from SQL 2000 that could be consumed from a AR System 7.6.04 system, as it appears like the web services published by AR System 6.3 cannot be consumed from 7.6.04 due to some limitations.. Also is it free? Joe ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
