Re: Time Zone for UTC

[Charles Baldi]

Remedy should have a timezone for GMT or "Greenwich Mean Time" that is the
reference we need without all the fiddling around we have to do now.
Sheesh.  Please fix this BMC, you are 20 years behind everybody.

On Fri, Sep 18, 2015 at 6:10 PM, Mueller, Doug  wrote:

> **
>
> Folks,
>
>
>
> Some more testing showed inconsistency with the Casablanca site.  It
> should work as Morocco does not use DST but I guess other countries in that
> area do.
>
>
>
> You found one of the others that works consistently.
>
>
>
> Another option is to use Iceland.  Now, it turns out that this is not on
> the menu, but it is a supported option.  So, you have to modify the menu
>
>
>
> ARUserPref:TimeZone
>
>
>
> And add the choice
>
>
>
> Iceland
>
>
>
> And if you select that, it works as well.  That country doesn’t use DST
> either and never has and there is nothing else out there in the middle of
> the Atlantic so no confusion…..
>
>
>
>
>
> Anyway, one already on the menu.  One that you can add instead.  Two
> different options for getting what you need.
>
>
>
> The challenge we have is that we are using a standard library for doing
> all the timezone work.  We have to go with the list of things that the
> library supports.  And GMT is not one of the options.
>
>
>
> The full list of items (and if they are not on the menu above, they could
> be added and the system will support them – like Iceland (and this was
> tested across several systems and it does seem to be working consistently
> on all).
>
>
>
> Another that may hold promise is Etc/GMT.  Don’t know if that is on the
> menu or not – but again, it could be added…..
>
>
>
>
>
> But, I have to say, setting a timezone to Timbuktu is pretty hard to
> beat
>
>
>
>
>
> These are valid timezone names we loading from ICU libraries:
>
> ACT
>
> AET
>
> AGT
>
> ART
>
> AST
>
> Africa/Abidjan
>
> Africa/Accra
>
> Africa/Addis_Ababa
>
> Africa/Algiers
>
> Africa/Asmara
>
> Africa/Asmera
>
> Africa/Bamako
>
> Africa/Bangui
>
> Africa/Banjul
>
> Africa/Bissau
>
> Africa/Blantyre
>
> Africa/Brazzaville
>
> Africa/Bujumbura
>
> Africa/Cairo
>
> Africa/Casablanca
>
> Africa/Ceuta
>
> Africa/Conakry
>
> Africa/Dakar
>
> Africa/Dar_es_Salaam
>
> Africa/Djibouti
>
> Africa/Douala
>
> Africa/El_Aaiun
>
> Africa/Freetown
>
> Africa/Gaborone
>
> Africa/Harare
>
> Africa/Johannesburg
>
> Africa/Kampala
>
> Africa/Khartoum
>
> Africa/Kigali
>
> Africa/Kinshasa
>
> Africa/Lagos
>
> Africa/Libreville
>
> Africa/Lome
>
> Africa/Luanda
>
> Africa/Lubumbashi
>
> Africa/Lusaka
>
> Africa/Malabo
>
> Africa/Maputo
>
> Africa/Maseru
>
> Africa/Mbabane
>
> Africa/Mogadishu
>
> Africa/Monrovia
>
> Africa/Nairobi
>
> Africa/Ndjamena
>
> Africa/Niamey
>
> Africa/Nouakchott
>
> Africa/Ouagadougou
>
> Africa/Porto-Novo
>
> Africa/Sao_Tome
>
> Africa/Timbuktu
>
> Africa/Tripoli
>
> Africa/Tunis
>
> Africa/Windhoek
>
> America/Adak
>
> America/Anchorage
>
> America/Anguilla
>
> America/Antigua
>
> America/Araguaina
>
> America/Argentina/Buenos_Aires
>
> America/Argentina/Catamarca
>
> America/Argentina/ComodRivadavia
>
> America/Argentina/Cordoba
>
> America/Argentina/Jujuy
>
> America/Argentina/La_Rioja
>
> America/Argentina/Mendoza
>
> America/Argentina/Rio_Gallegos
>
> America/Argentina/Salta
>
> America/Argentina/San_Juan
>
> America/Argentina/San_Luis
>
> America/Argentina/Tucuman
>
> America/Argentina/Ushuaia
>
> America/Aruba
>
> America/Asuncion
>
> America/Atikokan
>
> America/Atka
>
> America/Bahia
>
> America/Barbados
>
> America/Belem
>
> America/Belize
>
> America/Blanc-Sablon
>
> America/Boa_Vista
>
> America/Bogota
>
> America/Boise
>
> America/Buenos_Aires
>
> America/Cambridge_Bay
>
> America/Campo_Grande
>
> America/Cancun
>
> America/Caracas
>
> America/Catamarca
>
> America/Cayenne
>
> America/Cayman
>
> America/Chicago
>
> America/Chihuahua
>
> America/Coral_Harbour
>
> America/Cordoba
>
> America/Costa_Rica
>
> America/Cuiaba
>
> America/Curacao
>
> America/Danmarkshavn
>
> America/Dawson
>
> America/Dawson_Creek
>
> America/Denver
>
> America/Detroit
>
> America/Dominica
>
> America/Edmonton
>
> America/Eirunepe
>
> America/El_Salvador
>
> America/Ensenada
>
> America/Fort_Wayne
>
> America/Fortaleza
>
> America/Glace_Bay
>
> America/Godthab
>
> America/Goose_Bay
>
> America/Grand_Turk
>
> America/Grenada
>
> America/Guadeloupe
>
> America/Guatemala
>
> America/Guayaquil
>
> America/Guyana
>
> America/Halifax
>
> America/Havana
>
> America/Hermosillo
>
> America/Indiana/Indianapolis
>
> America/Indiana/Knox
>
> America/Indiana/Marengo
>
> America/Indiana/Petersburg
>
> America/Indiana/Tell_City
>
> America/Indiana/Vevay
>
> America/Indiana/Vincennes
>
> America/Indiana/Winamac
>
> America/Indianapolis
>
> America/Inuvik
>
> America/Iqaluit
>
> America/Jamaica
>
> America/Jujuy
>
> America/Juneau
>
> America/Kentucky/Louisville
>
> America/Kentucky/Monticello
>
> America/Knox_IN
>
> America/La_Paz
>
> America/Lima
>
> America/Los_Angeles
>
> America/Louisville
>
> America/Maceio
>

Re: IBRSD and Multiple BEM servers

[Charles Baldi]

Yes, you can do this.  It is simple and involves configuring multiple
source hosts/ports.  The harder thing is setting up assignment rules if you
need them to be different between sources.  That will involve customization
as the default lets you use only Prod Cats for assignment.

Have fun.
Chuck Baldi

On Mon, Aug 6, 2012 at 9:06 AM, Narayanan, Radhika <
radhika.naraya...@logica.com> wrote:

> **
>
> Hi List,
>
> ** **
>
> We've an instance of IBRSD on our ITSM 7.6.03 server. Can this instance be
> configured to integrate with multiple BEM servers?
>
> ** **
>
> Multiple BEM servers will raise incidents with ITSM. And ITSM has to
> respond back to all the BEM servers. Is this configuration possible to
> achieve?
>
> ** **
>
> Thanks in advance,
>
> ** **
>
> ** **
>
> Radhika
>
> +44 20718 20262
>
> Think green - keep it on the screen. This e-mail and any attachment is for
> authorised use by the intended recipient(s) only. It may contain
> proprietary material, confidential information and/or be subject to legal
> privilege. It should not be copied, disclosed to, retained or used by, any
> other party. If you are not an intended recipient then please promptly
> delete this e-mail and any attachment and all copies and inform the sender.
> Thank you.
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: Changing a CI Type after Creation

[Charles Baldi]

If you are comfortable with Import and Export then you can do this
yourself.  You cannot just change the "CI type" because the class actually
maps to a join form with the attributes for that CI class.  To do this right
you should export the CIs in question to a CSV file, adjust the attributes
to match the new CI class you want, and then import.  If your class is
stand-alone without relationships to other CIs, you can even use ARImport to
bring them in.  I would put them into another data set though to verify that
you get what you want, then you can reconcile them to your production data
set.  If you have relationships to work with then you would need to use
cmdbdriver or AIE or the solution that Ben has proposed.

Regards,
Chuck Baldi

On Fri, Oct 21, 2011 at 3:49 PM, Ben Chernys <
ben.cher...@softwaretoolhouse.com> wrote:

> **
>
> While it is technically possible to change a CI type I do not recommend
> it.  
>
> ** **
>
> Instead, I’ve done a Meta-Update script for a customer in a similar
> situation that changed the product catalogue, and replicated CIs in the
> correct class along with all related records (associations, relationships,
> contracts, etc).  
>
> ** **
>
> Once the CIs are replicated and validated, the script deletes the old CIs.
> 
>
> ** **
>
> If interested, contact me off-list.
>
> ** **
>
> Cheers
>
> Ben Chernys
>
> Senior Software Architect
> Software Tool House Inc.
>
> Canada / Deutschland / Germany
> Mobile:  +49 171 380 2329GMT + 1 + [ DST ]
> Email:   Ben.Chernys _AT_ 
> softwaretoolhouse.com
> Web: www.softwaretoolhouse.com
>
> Check out Software Tool House's free Diary Editor.
>
> *Meta-Update**,* our premium ARS Data tool, lets you automate
> your imports, migrations, *in no time at all*, without programming,
> without staging forms, without merge workflow.
> http://www.softwaretoolhouse.com/  
>
> ** **
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Laura Shero
> *Sent:* October-21-11 20:14
> *To:* arslist@ARSLIST.ORG
> *Subject:* Changing a CI Type after Creation
>
> ** **
>
> ** 
>
> Is there an "easy" way to modify a CI Type/Class after it has been
> created.  We initially loaded many records into the wrong CI Class a couple
> months ago.  Since that time, modifications have been made to the CIs.  Is
> there a way to go "behind the scenes" and change the CI Type to the correct
> class.  I realize that not all of the attributes are the same amongst
> classes and I would therefore need to evaluate what attributes would not
> carry over to the new class.
>
> I know I have AIE I can fall back on but I was hoping to have a
> quick little "trick" to move the data to the appropriate CI Class.  We are
> currently using Application Management & CMDB 7.5.
>
> Thanks, Laura
>
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ 
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
>

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Re: SLM 7.6 - Task Management?

[Charles Baldi]

I did this integration in ITSM 7.1 and the steps were the same.  As I
recall it worked fine and we could create SLAs and targets.  The SLM
qual builder is simplistic so you would need to make a new one if you
added many custom fields that you wanted to track.  Also, there is no
Task SLM tab like you find on Incident that shows the current
compliance.  You could probably hack together one using Incident's as
a model but we never got that far.  Mostly you gain the ability to
write reports against the data.

Regards,
Chuck Baldi

On Wed, Apr 13, 2011 at 2:22 PM, Chowdhury, Tauf  wrote:
> **
>
> All,
>
> This is the response I got. Does this make sense to you SLM vets?
>
>
>
> Problem
>
> Is there a way to incorporate SLM with Task Management?
>
>
>
> Solution
>
> Yes, this is possible. Perform the following steps:
>
>
>
> 1. Go to the Application Administator Console//Custom Configuration Tab, and
> click on Service Level Management//Configure Application Settings//Data
> Sources.
>
> 2. Select the form Task Management. Be sure to specify the field that holds
> the unique identifier (Instance Id or Request Id) 3. Customers may want to
> add the SLM tables to a tab. You can bring it in from HelpDesk or our sample
> form SLM:ServiceRequest.
>
> 4. Configure a Goal Type from the Administator Console at SLM//Configure
> Application Settings//Goal Types 5. The HelpDesk integration has its own
> qualbuilder but for the Task, the SLM qualbuilder will suffice.
>
>
>
>
>
> Tauf Chowdhury | Forest Laboratories, Inc.
>
> Analyst, Service Management
>
> Mobile:646.483.2779
>
>
>
> 
>
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Weigand, John
> Sent: Wednesday, April 13, 2011 10:23 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: SLM 7.6 - Task Management?
>
>
>
> Tauf,
>
>
>
> SLM does not have an out-of-the-box integration to Task Management at this
> time.  You will have to treat it as a custom data source.
>
>
>
> You should submit an RFE to ask for this integration.
>
>
>
> -John
>
>
>
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Chowdhury, Tauf
> Sent: Wednesday, April 13, 2011 9:10 AM
> To: arslist@ARSLIST.ORG
> Subject: SLM 7.6 - Task Management?
>
>
>
> **
>
> All,
>
> I’m venturing into SLM territory and have one question right away.
>
> I see no choices out of the box to monitor the Task Management system. So
> for example, Tasks related to incidents or tasks related to
> changes/problems. Does this have to be added to SLM as a custom data source?
>
>
>
> Tauf Chowdhury | Forest Laboratories, Inc.
>
> Analyst, Service Management
>
> Informatics-Infrastructure
>
> Office: 631.858.7765
>
> Mobile:646.483.2779
>
>
>
>
>
> 
>
> This e-mail and its attachments may contain Forest Laboratories, Inc.
> proprietary information that is privileged, confidential or subject to
> copyright belonging to Forest Laboratories, Inc. This e-mail is intended
> solely for the use of the individual or entity to which it is addressed. If
> you are not the intended recipient of this e-mail, or the employee or agent
> responsible for delivering this e-mail to the intended recipient, you are
> hereby notified that any dissemination, distribution, copying or action
> taken in relation to the contents of and attachments to this e-mail is
> strictly prohibited and may be unlawful. If you have received this e-mail in
> error, please notify the sender immediately and permanently delete the
> original and any copy of this e-mail and any printout.
>
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
>
> 
> This e-mail and its attachments may contain Forest Laboratories, Inc.
> proprietary information that is privileged, confidential or subject to
> copyright belonging to Forest Laboratories, Inc. This e-mail is intended
> solely for the use of the individual or entity to which it is addressed. If
> you are not the intended recipient of this e-mail, or the employee or agent
> responsible for delivering this e-mail to the intended recipient, you are
> hereby notified that any dissemination, distribution, copying or action
> taken in relation to the contents of and attachments to this e-mail is
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> error, please notify the sender immediately and permanently delete the
> original and any copy of this e-mail and any printout.
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Re: Where can I find out what app licenses are assigned to each user

[Charles Baldi]

Hey Howard, how are you?

I'm not sure how you are trying to pull the information but I can
think of a couple ways.  There is a form called People Permission or
something similar that has a record for each permission granted to a
user--those that require a license and those that don't.  If you turn
on filter logging you can find this and then run a report or whatever.
 The other way is to query the user form.  The permissions are all
concatenated in one field so may not be the easiest to work with but
has all the actual application licenses like Incident User, Change
Manager, etc.

Hope this helps.

Chuck


On Mon, Jan 24, 2011 at 9:39 PM, Howard Richter  wrote:
> **
> I have been trying to find out how to list all app licenses (like Incindet
> user or Change admin) assinged to each user, other then opening up the
> people form.
>
> Can anyone point me to the form (or forms) that hold this info.
>
> As always thanks,
>
> Howard
>
> --
> Howard Richter
> Red Hat Certified Technician
> CompTIA Linux+ Certified
> ITIL Foundation Certified
> E-Mail = hbr4...@gmail.com
> LinkedIn Profile = http://www.linkedin.com/in/hbr4270
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: Summarizing checkbox field titles and values to one field

[Charles Baldi]

If you don't mind kludges if they save you time, you could build the
string as you are now and then use REPLACE on the string to remove the
results of any null fields.  Might process quicker too.

Regards,
Chuck Baldi

On Wed, Nov 3, 2010 at 2:40 PM, Tommy Morris
 wrote:
> Create an AL that runs on each field individually and have it set the
> value to your notes field (RunIF Value != $NULL$)
> The set value should be $Notes$ + " value"  + ""
>
> Put all your AL's in a guide that is called on submit (or some such) and
> with this value format you will build a nice looking summary of requests
> with no extra, blank lines.
>
> I have not tried this in a filter but the AL works fine.
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Christine
> Sent: Wednesday, November 03, 2010 1:33 PM
> To: arslist@ARSLIST.ORG
> Subject: Summarizing checkbox field titles and values to one field
>
> I have a form with many, many checkboxes. When a person submits the
> form I want to walk just this record, evaluate each field for a value,
> if that value is != $NULL$ then I want to write the field title and
> the field value to a single, summary field I'm calling Record
> Summary.
>
> Imagine a form with 4 checkboxes for color choices
>
> Field names = Red, Blue, Green Black
> Field titles = "Color Red", "Color Blue", "Color Green" and "Color
> Black"
> The field attributes are correspondingly "Bright Red", "Dark Blue",
> "Faded Green" and "ReallyBlack". This is the value that is written to
> the table when the checkbox is checked.
>
> If the person submitting the record checks only the "Color Red" and
> "Color Black" boxes I want to write this to the summary field:
> Color Red:      Bright Red
> Color Black:    Really Black
>
> I have a real kluge of this based on a filter working in dev. However,
> it is does not evaluate each field for a non-null value. I check to
> see if the Record Summary field is empty, if it is then I use this Set
> Field action on the Record Summary field:  "$Red$ +  "; " +"|" + $Blue
> $) +  "; " +"|"  + $Green$ +  "; "   +"|" $Black$ +  "; "  which
> results in:
>
> Bright Red,
> ,
> ,
> Really Black
>
> My form has hundreds of checkboxes for people to request AD Accounts,
> hardware, general software and Oracle Apps Responsibilities (this is
> the reason for the length of the form). As you can see using my kluge
> will result in an ugly text field for the help desk person to review.
> Many lines would just have the commas in them where the users didn't
> make any choices. That is so even when I combine several checkbox
> field values on one line.
>
> Plus, the processing just isn't that elegant.
>
> Can someone direct me to the correct process to use for this? Is there
> an example of this in a ACTL, Filter or Guide for me to review that
> might already be doing something like this? I keep reading the
> workflow manual about guides and looping and this just isn't clicking
> with me. (We have ARS 7.1.00, Change and Incident 7.0.03, and SRM 2.2)
>
> Thanks,
> Christine
>
> 
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Re: Ticket Modify Permissions

[Charles Baldi]

You can give everyone the Incident Master permission.  It is a kludge
but was the way a previous customer decided to use to solve the same
problem.  With this, editing an Incident is not restricted to Support
Group.

Regards,
Chuck Baldi

On Tue, Oct 19, 2010 at 1:11 PM, Shane Buchholz  wrote:
> **
>
> Sorry, this is in reference to my licensed user base.  I am looking at
> removing the restriction of only being able to modify tickets that are in
> Support Groups that you belong you.
>
>
>
> Thanks,
>
>
>
> Shane Buchholz
>
> Systems Analyst II - Remedy
>
> Information Services Operations
>
> Samaritan Health Services
>
>
>
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Mahesh
> Sent: Tuesday, October 19, 2010 10:05 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Ticket Modify Permissions
>
>
>
> **
>
> Have you looked into Submitter Mode settings ?
>
>
>
> Thanks
>
> Mahesh
>
> On Tue, Oct 19, 2010 at 11:16 AM, Shane Buchholz 
> wrote:
>
> **
>
> Does anyone know a quick way to grant write access to all tickets for my
> user base?  We are on the verge of a revolt after moving from ITSM 5.6 to
> 7.6.
>
>
>
> Any thoughts would be appreciated.
>
>
>
> AR – 7.5
>
> ITSM – 7.6
>
> SQL 2005
>
> Windows 2008 (64-bit)
>
>
>
> Thanks,
>
>
>
> Shane Buchholz
>
> Systems Analyst II - Remedy
>
> Information Services Operations
>
> Samaritan Health Services
>
>
>
>
>
> 
>
> Confidentiality Notice: This e-mail message, including any attachments, is
> for the sole use of the intended recipient(s) and may contain confidential
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Re: Advanced Query formulas on Date field types vs. Datetime types

[Charles Baldi]

Since a date field contains a measurement of "days", you should be able to
do an advanced search with

Mydate >= $DATE + 7

Not in front of a system right now but I believe I've done that myself.  The
trick is remembering that it is a date field rather than a datetime field to
know how to perform the search.

Regards,
Chuck Baldi


On Tue, Aug 24, 2010 at 6:34 PM, Anderson Debra (PRN) <
debra_ander...@prn.com> wrote:

> **
>
> Hi Everyone,
>
>
>
> We’re on Remedy 7.0.
>
>
>
> A user came to be with a problem that I never really thought about before
> and I can’t seem to find a good solution.
>
>
>
> We have some forms that use Date datatype for some fields instead of
> Datetime date types.
>
>
>
> For Datetime data type we have many users that do advanced search queries
> like this for example searching for anything 7 days or more in the future.
>
>
>
> Mydate >= $TIMESTAMP$ + (24*7*60*60)
>
>
>
> For Date datatypes this type of syntax does not work no records are
> returned.  You can use the constant value $TIMESTAMP$ or $DATE$ but not do
> any math with it.
>
> Does anyone have any ideas how this might be accomplished with an Advanced
> query?   The other area where this might be needed/used is for a Table field
> qualification but I think if the advanced query can work so can the table
> qualification.
>
>
>
> Thanks for any tips you might have!
>
>
> Debra
>
> -- -- -- -- -- -- -- -- -- --
>
> Debra Anderson
> 415 808 9118 direct   |
> 600 Harrison St., 4th Floor, San Francisco CA 94107
>
> Tomorrow's Network for Today's Shopper
>
> *http://www.prn.com
> *
> P *Think Green-* please do not print this email unless necessary
>
> This e-mail (including any attachments) is meant for only the intended
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Re: Calculation with COLCOUONT

[Charles Baldi]

If you used your criteria to set a hidden field on the table to '1',
then you can probably use COLSUM to get the result you are looking
for.

Regards,
Chuck Baldi

On Thu, Aug 19, 2010 at 12:20 PM, LJ LongWing  wrote:
> **
>
> Mark,
>
> You aren’t going to likely like this…but use an External Qual on your table,
> temporarily change that External Qual to what you want, refresh the table,
> get a total count, change the external back to 1=1, refresh again.  Or, do a
> Setfield from the form in question using the qual you want, set the request
> ID to a tmp field, then set your counter field with $LASTCOUNT$or you
> could loop through the table, checking to see if the row matches your
> criteria and increment a counter if it does…lots of different ways to get
> what you want…but no I don’t believe you can do a conditional colcount.
>
>
>
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Brittain, Mark
> Sent: Thursday, August 19, 2010 10:09 AM
> To: arslist@ARSLIST.ORG
> Subject: Calculation with COLCOUONT
>
>
>
> **
>
> HI All,
>
>
>
> Is there way to do a column count based on a calculation? What I am
> specifically looking to do is count the row if $TIMESTAMP$ - (60*60*24*14) >
> ‘Create Date’. The result would be displayed on an integer field on a
> display form. Create Date is a field (column) on the table.
>
>
>
> ARS 6.3 patch 20
>
> SunOS 5.9
>
> Oracle 9.2
>
>
>
> Any ideas greatly appreciated.
>
>
>
> Mark
>
> 
> Mark Brittain
> Remedy Developer
> NaviSite
> mbritt...@navisite.com
> (315) 453-2912 x5835 (Phone)
>
> (315) 317.2897 (Cell)
>
>
>
>
>
>   
>
> 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.
>
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>
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Re: FW: CI Name* should Unique in Asset Manag

[Charles Baldi]

You should NOT put a unique index on the Name attribute of BaseElement
unless you are REALLY SURE you want to do that and you understand all
the implications.  There are things that will break or become very
difficult as discussed previously in this thread.  You are better off
handling it through workflow for client entry or modification.  It
will save you lots of pain later.

Regards,
Chuck Baldi

On Wed, Aug 4, 2010 at 12:24 PM, Abhay Somani  wrote:
> **
>
>
>
>
>
> From: Maneesh Gotiya (WT01 - GMT-Telecom Equipment)
> Sent: Wednesday, August 04, 2010 8:58 PM
> To: Abhay Somani (WT01 - WT - Internal Vertical)
> Subject: RE: CI Name* should Unique in Asset Manag
>
>
>
> Reply him”: create unique index for this field… in base element ….
>
>
>
> From: Abhay Somani (WT01 - WT - Internal Vertical)
> Sent: Tuesday, August 03, 2010 10:52 PM
> To: Maneesh Gotiya (WT01 - GMT-Telecom Equipment)
> Subject: FW: CI Name* should Unique in Asset Manag
>
>
>
> With Regards
>
> Abhay
>
>
>
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of IT (Amanullah Bashir Ahmed)
> Sent: Saturday, July 31, 2010 4:30 PM
> To: arslist@ARSLIST.ORG
> Subject: CI Name* should Unique in Asset Manag
>
>
>
> **
>
> Hi there,
>
> Version 7.1
>
>
>
> In Asset Management CI Name* would be unique, how is it possible?
>
> I want to make CI Name* Unique in Asset Management. Is there any
> possibility?
>
>
>
>
>
>
>
> Thanks & Regards
>
>
>
> Amanullah
>
>
>
> DISCLAIMER:"This e-mail message including any of its attachments is intended
> solely for the addressee(s) and may contain privileged information. If you
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Re: SLM Qual advice

[Charles Baldi]

Have you tried looking at the generated workflow to see what your qual
generates? It may give you an idea of how to adjust it.

Regards,
Chuck Baldi

On Tue, Aug 3, 2010 at 2:27 PM, Ramey, Anne  wrote:
> **
>
>
>
> I am having trouble getting an SLM qualification to do what we need.  In the
> SLM manual, it says that you may need to use TR fields in your
> qualifications to get the desired behavior.  This implies you can use the DB
> fields as well…but I can't see that working properly.
>
>
>
> Desired behavior:
>
> Have a notification go out (to interested parties) when a ticket is saved
> with a priority of critical (either from new or from another priority).
>
>
>
> Current Qualification:
>
> 'Status' >= "Assigned" AND 'TR.Status' < "Resolved" AND ('DB.Priority' !=
> "Critical" OR 'DB.Status' = "New" OR 'DB.Status' >= "Resolved")
>
>
>
> Current actions: This works fine for new incidents saved directly into
> critical, and for tickets that are moved back from resolved into an open
> status,  but not for incidents that are saved as another priority first.
>
>
>
> I don't understand why the 'DB.Status' >= "Resolved" and 'DB.Status' = "New"
> appear to be working, but the 'DB.Priority' != "Critical" does not.  I've
> also tried using 'DB.SLM Priority' with the same results. What am I missing
> here?
>
>
>
>     Thanks,
>
>
>
> Anne Ramey
>
> ***
>
> E-mail correspondence to and from this address may be subject to the North
> Carolina Public Records Law and may be disclosed to third parties only by an
> authorized State Official.
>
>
>
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Re: CI Name* should Unique in Asset Manag

[Charles Baldi]

Oh, I agree that it is a pain and we try to discourage making the CI
name unique if we can.

Regards,
Chuck

On Mon, Aug 2, 2010 at 12:47 PM, Ramey, Anne  wrote:
> We actually did this, put in the filters to require a unique CI Name per Data 
> Set.  It worked, but we ended up taking it out.  It just ended up being 
> troublesome.  There are other unique identifiers of the CI and trying to 
> force a unique CI name caused undo hardship--particularly with discovery 
> integrations.  They match things based on CI Name and/or expect/place 
> particular things in the CI Name and it couldn't use the values we had 
> decided to use in that field.
>
> Hope that made sense,
> Anne
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Charles Baldi
> Sent: Monday, August 02, 2010 10:50 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: CI Name* should Unique in Asset Manag
>
> The CMDB doesn't use NAME as a unique index because you can have
> multiple records for the same CI (with the same name) in different
> Data Sets.  If you want to prevent a user from entering a duplicate
> name then you have to do it in workflow.
>
> Regards,
> Chuck Baldi
>
> On Mon, Aug 2, 2010 at 10:08 AM, Lammey, Peter A.
>  wrote:
>> **
>>
>> I agree.  The Atrium CMDB application should have made the ID field unique.
>> It wouldn't be a true ID of an asset if it was not unique and because this
>> was not enforced in the system, we have had a rash of a number of assets
>> that were duplicated in the system.
>>
>> I don't think Name can be unique.  Many times you may just want to
>> generically give a name to an Asset CI and I should note that this would be
>> a problem with the Purchase Module workflow since I believe it will stage
>> the initial CI Names for received assets with the Purchase Line Item
>> description.
>>
>> If you setup filters to produce errors when CI Name is already used the
>> Receiving workflow from Purchasing would cease to work properly.
>>
>> Thanks
>> Peter Lammey
>> ESPN IT Packaging and Automation
>> 860-766-4761
>>
>>
>>
>> From: Action Request System discussion list(ARSList)
>> [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
>> Sent: Monday, August 02, 2010 9:58 AM
>> To: arslist@ARSLIST.ORG
>> Subject: Re: CI Name* should Unique in Asset Manag
>>
>>
>>
>> **
>>
>> I could come up with some quick reasons why it's a bad idea.  The most basic
>> one is that while unique CI Names would be good from the perspective of
>> managing physical assets, it gets tricky when you talk about things like
>> software, databases, etc.  You could make up a naming convention to populate
>> it with, such as Visio 2...@pc123456 to indicate that it's a copy of Visio
>> 2007 on PC123456, but why force yourself to do that?
>>
>>
>>
>> The Token ID field is good for a unique ID if you need one you can set,
>> otherwise there is always the Instance ID if you just need it within Asset
>> Management / CMDB.
>>
>>
>>
>> Thanks,
>>
>>
>>
>> Shawn Pierson
>>
>> Remedy Developer | Southern Union
>>
>>
>>
>> From: Action Request System discussion list(ARSList)
>> [mailto:arsl...@arslist.org] On Behalf Of Rick Cook
>> Sent: Saturday, July 31, 2010 6:57 AM
>> To: arslist@ARSLIST.ORG
>> Subject: Re: CI Name* should Unique in Asset Manag
>>
>>
>>
>> **
>>
>> Try looking in the AR System Configuration manual. But if you don't know how
>> to do this basic thing, my guess is that you don't understand WHY you should
>> or should not do so. Someone with that level of knowledge is likely to do
>> unintended harm by messing with the CMDB.
>>
>> Rick
>>
>> 
>>
>> From: "IT (Amanullah Bashir Ahmed)" 
>>
>> Sender: "Action Request System discussion list(ARSList)"
>> 
>>
>> Date: Sat, 31 Jul 2010 15:00:14 +0400
>>
>> To: 
>>
>> ReplyTo: arslist@ARSLIST.ORG
>>
>> Subject: CI Name* should Unique in Asset Manag
>>
>>
>>
>> Hi there,
>>
>> Version 7.1
>>
>>
>>
>> In Asset Management CI Name* would be unique, how is it possible?
>>
>> I want to make CI Name* Unique in Asset Management. Is there any
>> possibility?
>>
>>
>>
>>
>>
>>
>>
>> Thanks &

Re: CI Name* should Unique in Asset Manag

[Charles Baldi]

The CMDB doesn't use NAME as a unique index because you can have
multiple records for the same CI (with the same name) in different
Data Sets.  If you want to prevent a user from entering a duplicate
name then you have to do it in workflow.

Regards,
Chuck Baldi

On Mon, Aug 2, 2010 at 10:08 AM, Lammey, Peter A.
 wrote:
> **
>
> I agree.  The Atrium CMDB application should have made the ID field unique.
> It wouldn’t be a true ID of an asset if it was not unique and because this
> was not enforced in the system, we have had a rash of a number of assets
> that were duplicated in the system.
>
> I don’t think Name can be unique.  Many times you may just want to
> generically give a name to an Asset CI and I should note that this would be
> a problem with the Purchase Module workflow since I believe it will stage
> the initial CI Names for received assets with the Purchase Line Item
> description.
>
> If you setup filters to produce errors when CI Name is already used the
> Receiving workflow from Purchasing would cease to work properly.
>
> Thanks
> Peter Lammey
> ESPN IT Packaging and Automation
> 860-766-4761
>
>
>
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
> Sent: Monday, August 02, 2010 9:58 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: CI Name* should Unique in Asset Manag
>
>
>
> **
>
> I could come up with some quick reasons why it’s a bad idea.  The most basic
> one is that while unique CI Names would be good from the perspective of
> managing physical assets, it gets tricky when you talk about things like
> software, databases, etc.  You could make up a naming convention to populate
> it with, such as Visio 2...@pc123456 to indicate that it’s a copy of Visio
> 2007 on PC123456, but why force yourself to do that?
>
>
>
> The Token ID field is good for a unique ID if you need one you can set,
> otherwise there is always the Instance ID if you just need it within Asset
> Management / CMDB.
>
>
>
> Thanks,
>
>
>
> Shawn Pierson
>
> Remedy Developer | Southern Union
>
>
>
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Rick Cook
> Sent: Saturday, July 31, 2010 6:57 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: CI Name* should Unique in Asset Manag
>
>
>
> **
>
> Try looking in the AR System Configuration manual. But if you don't know how
> to do this basic thing, my guess is that you don't understand WHY you should
> or should not do so. Someone with that level of knowledge is likely to do
> unintended harm by messing with the CMDB.
>
> Rick
>
> 
>
> From: "IT (Amanullah Bashir Ahmed)" 
>
> Sender: "Action Request System discussion list(ARSList)"
> 
>
> Date: Sat, 31 Jul 2010 15:00:14 +0400
>
> To: 
>
> ReplyTo: arslist@ARSLIST.ORG
>
> Subject: CI Name* should Unique in Asset Manag
>
>
>
> Hi there,
>
> Version 7.1
>
>
>
> In Asset Management CI Name* would be unique, how is it possible?
>
> I want to make CI Name* Unique in Asset Management. Is there any
> possibility?
>
>
>
>
>
>
>
> Thanks & Regards
>
>
>
> Amanullah
>
>
>
> DISCLAIMER:"This e-mail message including any of its attachments is intended
> solely for the addressee(s) and may contain privileged information. If you
> are not the addressee or you have received this email message in error,
> please notify the sender who will remove your details from its database. You
> are not authorized to read, copy, disseminate, distribute or use this e-mail
> message or any attachment to it in any manner and must delete the email and
> destroy any hard copies of it. This e-mail message does not contain
> financial instructions or commitments of any kind. Any views expressed in
> this message are those of the individual sender and do not necessarily
> reflect the views of Emirates NBD PJSC, or any other related subsidiaries,
> entities or persons."
>
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>
> Private and confidential as detailed here. If you cannot access hyperlink,
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Re: Form won't display record in WUT

[Charles Baldi]

Can you display the form in search mode--i.e., without showing any data?


On Tue, Jun 8, 2010 at 11:19 AM, Martin, Dwayne  wrote:
> **
>
> Dear List,
>
> We have a form that hangs whenever we try to display a record, and we have
> to kill the WUT.  Neither the Active Link, filter, sql or api logs show any
> errors or circular workflow.  We can create new records in the WUT, but the
> query hangs if we try to display them.  But if we move to the web (Mid-Tier)
> the records display just fine.
>
> Any suggestions?
>
> Dwayne Martin
>
> James Madison University
>
> (ARS & Mid-Tier 7.1 p3, WUT 7.1 p4, RH Linux server, Oracle 10.2 db)
>
>
>
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: Migrating foundation data from a 7.0.01 ITSM 7 system to a 7.6 system ?

[Charles Baldi]

Hey Howard,
I wouldn't try using Migrator to move Asset/CI data, but you should be
able to do that with a straight ARImport if all you need to do is
create new records.  Or if you have the time, AIE will let you handle
relationships easier--using ARImport for that is a multi-step process.

Chuck

On Tue, May 25, 2010 at 8:51 PM, Howard Richter  wrote:
> **
> I did get migrator 7.5 to move most of the foundation data. however, I am
> having issues moving the assets and CIs.
>
> BMC did not make this easy, but that is why we have jobs.
>
> Howard
>
> On Tue, May 25, 2010 at 10:31 AM, Howard Richter  wrote:
>>
>> Chris,
>>
>> How are you doing? I know that is what BMC recommends, however, its not
>> really talked about in the docs (how to do it).
>>
>> For example, I have been trying to just export (using migrator) my company
>> list with very little luck.
>>
>> Thanks and take care,
>>
>> Howard
>>
>> On Tue, May 25, 2010 at 10:17 AM, strauss  wrote:
>>>
>>> **
>>>
>>> BMC recommends moving the data with Migrator; I have not tried that for
>>> comparison yet, but we had very good results in one test moving everything
>>> but SLM data from 7.1/7.0 to 7.5/7.6 using rrrchive for anything where we
>>> wanted to overwrite all records in the form (true for MOST tables).  The
>>> rrrchive tool set to sync to target appears to be a good way to update
>>> transactional data subsequent to the initial move… such as when you are
>>> about to cut over to the new production environment and need to bring over
>>> the latest tickets.  On the other hand, the problems with SLM have us
>>> currently testing an actual upgrade instead.
>>>
>>>
>>>
>>> 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:arsl...@arslist.org] On Behalf Of Howard Richter
>>> Sent: Tuesday, May 25, 2010 8:04 AM
>>> To: arslist@ARSLIST.ORG
>>> Subject: Re: Migrating foundation data from a 7.0.01 ITSM 7 system to a
>>> 7.6 system ?
>>>
>>>
>>>
>>> **
>>>
>>> Donald,
>>>
>>>
>>>
>>> It was a good idea, however, using the Data Migration tool, is only a one
>>> way street. You need to populate the spread sheets.
>>>
>>>
>>>
>>> I am looking for a way to suck the foundation data out of a current
>>> system (7.0.01 patch 4) and then place it into a new 7.6 system.
>>>
>>>
>>>
>>> Still looking for ideas.
>>>
>>>
>>>
>>> Thanks to all,
>>>
>>>
>>>
>>> Howard
>>>
>>> On Mon, May 24, 2010 at 11:08 AM, Howard Richter 
>>> wrote:
>>>
>>> Thanks, I guess I need to try it.
>>>
>>>
>>>
>>> On Mon, May 24, 2010 at 10:35 AM, Savant, don...@cio
>>>  wrote:
>>>
>>> **
>>>
>>> Howard:
>>>
>>>
>>>
>>> He’s probably talking about the Data Migration tool that ships with ITSM
>>> now.  It accepts data from spreadsheets so you could export 7/import 7.6.
>>>
>>>
>>>
>>> - Don
>>>
>>>
>>>
>>> 
>>>
>>> From: Action Request System discussion list(ARSList)
>>> [mailto:arsl...@arslist.org] On Behalf Of Howard Richter
>>> Sent: Monday, May 24, 2010 7:24 AM
>>> To: arslist@ARSLIST.ORG
>>> Subject: Migrating foundation data from a 7.0.01 ITSM 7 system to a 7.6
>>> system ?
>>>
>>>
>>>
>>> **
>>>
>>> Good morning, afternoon and evening all,
>>>
>>> I had a conversation last week about upgrading form a very old version of
>>> ITSM 7 to 7.6 and during that conversation the BMC rep talked about tools or
>>> database scripts that could migrate foundation data from an older system to
>>> the new 7.6 system.
>>>
>>> Anyone have an idea (other than migrator) what he was talking about?
>>>
>>> Thanks
>>>
>>> --
>>> Howard Richter
>>> Red Hat Certified Technician
>>> CompTIA Linux+ Certified
>>> ITIL Foundation Certified
>>> E-Mail = hbr4...@gmail.com
>>> LinkedIn Profile = http://www.linkedin.com/in/hbr4270
>>>
>>> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>>>
>>> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>>>
>>>
>>> --
>>> Howard Richter
>>> Red Hat Certified Technician
>>> CompTIA Linux+ Certified
>>> ITIL Foundation Certified
>>> E-Mail = hbr4...@gmail.com
>>> LinkedIn Profile = http://www.linkedin.com/in/hbr4270
>>>
>>>
>>> --
>>> Howard Richter
>>> Red Hat Certified Technician
>>> CompTIA Linux+ Certified
>>> ITIL Foundation Certified
>>> E-Mail = hbr4...@gmail.com
>>> LinkedIn Profile = http://www.linkedin.com/in/hbr4270
>>> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>>>
>>> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>>
>>
>> --
>> Howard Richter
>> Red Hat Certified Technician
>> CompTIA Linux+ Certified
>> ITIL Foundation Certified
>> E-Mail = hbr4...@gmail.com
>> LinkedIn Profile = http://www.linkedin.com/in/hbr4270
>
>
>
> --
> Howard Richter
> Red Hat Certified Technician
> CompTIA Linux+ Certified
> ITIL Foundation Certified
> E-Mail = hbr4...@gmail.com
> LinkedIn Profile = http://www.linkedin.com/in/h

Re: Remedy Migrator 7.1 patch 009 Issue

[Charles Baldi]

You might try doing the migration in two steps: just the forms first,
and then the data.  This would let you verify the forms as Rick says
before you shove in the data.  If you can, I would recommend using
RRRChive to move your regular forms as it handles data very well.

Regards,
Chuck Baldi

On Tue, Apr 27, 2010 at 2:22 PM, Pruitt, Christopher (Bank of America
Account)  wrote:
> Have anyone of you noticed this behavior from the Remedy Migrator 7.1 patch 
> 009?
>
> Issue:
> We extract forms from one server and create a def file. There were 131 forms 
> in the def file.
> 6 Regular
> 5 Joins and
> 120 Display Only
>
> We open the def with Migrator and convert it to a Migrator file. Ok so far.  
> This works great. Now the issue.
> When we migrated the file to the new server the Migrator gave no errors. It 
> report all imported 100%, however, when we look some or the forms they are 
> missing fields. We query the  aradmin.field table and it reports that all the 
> fields are present.
>
> We look at the forms via the admin tool and they are not there. We even 
> checked the Form, Select View, Fields In View and these fields are not 
> listed. But the field table shows them in the database.
>
> We try and re-import the forms that has the missing data and we get the error 
> message ARERR 382 violates index and it will not let us import it.
>
> We even tried to blowing away the record in the aradmin.field table, blowing 
> away the C column in the t-table and tried changing the field count in 
> arschema. Then import the form from another server that is a copy of the 
> original form without the fields and did a "Delete excess fields" and then 
> tried to re-import the form and we still get the  ARERR 382 error.
>
>
> Environment:
> Remedy version: 7.1.00 Build 200708221849
> OS: SunOS 5.9
> Database: Oracle 10.2.0.4.0 - 64bi
>
> Two questions,
>
> Has anyone ever experiences this before?
> How can we fix this without blowing away the forms and re-importing them, 
> because some has a HUGH amount of data that would take a very long time to 
> export and re-import.
>
>
>
> Christopher Pruitt
> Business Consulting III
> HP Enterprises Services
> christopher.pru...@hp.com
> www.hp.com
>
>
> Confidentiality Notice: This message and any files transmitted with it are 
> intended for the sole use of the entity or individual to whom it is 
> addressed, and may contain information that is confidential, privileged, and 
> exempt from disclosure under applicable law. If you are not the intended 
> addressee for this e-mail, you are hereby notified that any copying, 
> distribution, or dissemination of this e-mail is strictly prohibited. If you 
> have received this e-mail in error, please immediately destroy, erase, or 
> discard this message. Please notify the sender immediately by return e-mail 
> if you have received this e-mail by mistake.
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Re: Data Visualization - Report Question

[Charles Baldi]

I'm not sure why, but we had to use an Active Link to set a customQual to do
this in the past.

On Tue, Apr 20, 2010 at 12:02 PM, mathew thomas
wrote:

> **
>
> Hello Remedy Users,
>
> I am trying to use the Remedy Data Visulization Field to display some
> Remedy Reports.
>
> When I run the report from the Report Selection form it uses the Report
> Qualification, however if the Report is launched on a DV field it does not
> use the Qualification and does a 1=1.
>
> Any idea why would that be?
>
> Thanks
> Mathew
>
>
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Re: Table Loop RowSelected go to next record

[Charles Baldi]

You loop to the next record by processing all the workflow in your
guide.  Just have a loop counter keep track of your 1st, 2nd or 3rd
time through and use that to select the appropriate attachment.

Regards,
Chuck Baldi

On Mon, Apr 12, 2010 at 9:17 PM, Remedy Guy  wrote:
> **
> Hi everyone.  I know this is likely a simple question and I will kick myself
> when I find the answer but I am looking to do the following.
>
> 1.  Loop a table field (no problems, this is easy)
> 2.  While looping rowselected, set an attachment field in an attachment
> pool.
> 3.  Once the attachment field #1 has been set, go to the next record and set
> attachment field #2.
>
> The stump I am having is at step 3.  How do I tell the guide to go to the
> next record in the table loop?  The guide loops rows selected and is
> designed to populate the attachment pool to a maximum of 3 attachments.
>
> thanks.
>
>
> 
> Videos that have everyone talking! Now also in HD! MSN.ca Video.
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Re: Service Request In Process encountered an event error

[Charles Baldi]

What version of ITSM do you have (not ARS)?  There was a bug in an
earlier release of 7.0.3 that was fixed in one of the patches (patch 4
I think).  Other than that, this error usually means that you do not
have configurations that map the Request selections to proper Incident
defaults.  Turn on logging to see what the errors are.

Regards,
Chuck Baldi

On Mon, Mar 29, 2010 at 1:09 AM, ITN (Amanullah Bashir Ahmed)
 wrote:
> **
>
> Hi there,
>
> Version  7.1.00  Patch 007
>
> When I am trying to raise an incident through requester console, following
> error is appearing in AR System Email Messages
>
> Service Request In Process encountered an event error with the back-end
> application. This error must be handled promptly.
>
>
>
>
>
>
>
> Thanks & Regards
>
>
>
> Amanullah
>
> Software Consultant
>
>
>
> DISCLAIMER:"This e-mail message including any of its attachments is intended
> solely for the addressee(s) and may contain privileged information. If you
> are not the addressee or you have received this email message in error,
> please notify the sender who will remove your details from its database. You
> are not authorized to read, copy, disseminate, distribute or use this e-mail
> message or any attachment to it in any manner and must delete the email and
> destroy any hard copies of it. This e-mail message does not contain
> financial instructions or commitments of any kind. Any views expressed in
> this message are those of the individual sender and do not necessarily
> reflect the views of Emirates NBD PJSC, or any other related subsidiaries,
> entities or persons."
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Re: ARERR [9260] Report location is missing

[Charles Baldi]

You need to have the integration with Crystal Reports server or
Business Objects server setup to view reports over the web interface.
The report location is one of the parameters in that configuration.
This is done from the Mid-Tier configuration pages.

Regards,
Chuck Baldi

On Mon, Mar 22, 2010 at 11:51 PM, ITN (Amanullah Bashir Ahmed)
 wrote:
> **
>
> Hi there,
>
> Version  7.1.00  Patch 007
>
>
>
> We are facing an issue while taking the report using thin client interface.
> Following error is getting displayed:
>
>
>
> Error during processing : ARERR [9260] Report location is missing from
> report settings configuration page. Please see your administrator.
>
>
>
> Which setting is required to resolve this issue.
>
>
>
>
>
> Thanks & Regards
>
>
>
> Amanullah
>
> Software Consultant
>
>
>
> DISCLAIMER:"This e-mail message including any of its attachments is intended
> solely for the addressee(s) and may contain privileged information. If you
> are not the addressee or you have received this email message in error,
> please notify the sender who will remove your details from its database. You
> are not authorized to read, copy, disseminate, distribute or use this e-mail
> message or any attachment to it in any manner and must delete the email and
> destroy any hard copies of it. This e-mail message does not contain
> financial instructions or commitments of any kind. Any views expressed in
> this message are those of the individual sender and do not necessarily
> reflect the views of Emirates NBD PJSC, or any other related subsidiaries,
> entities or persons."
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Re: Updating Site Address after a Push Field to Site

[Charles Baldi]

If you are trying to trigger ALs from an escalation, that won't work.  What
you need to do (or what I would do) is create a filter that duplicates the
action of the OOB active links.  You can then set this to fire on Modify and
even check to see if the address field is empty first.

Regards,
Chuck Baldi

On Tue, Mar 9, 2010 at 4:31 PM, Shane Buchholz  wrote:

> **
>
> I missed that portion on my email.  This is indeed on the CTM:People form,
> and the Site Address field updates when the Site is selected from the Menu
> or when you hit the Enter key in that field.  The update to Site Address
> does pull the information from the SIT:Site Alias Company LookUp form I
> believe.
>
>
>
> Thanks,
>
>
>
> Shane Buchholz
>
> Systems Analyst II - Remedy
>
> Information Services Operations
>
> Samaritan Health Services
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Thad K Esser
> *Sent:* Tuesday, March 09, 2010 12:38 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Updating Site Address after a Push Field to Site
>
>
>
> **
> Shane,
>
> If you are talking about the Site Address field on the CTM;People form, its
> a display only field.  When a people record is displayed, the address gets
> built from the address info on SIT:Site for the corresponding site.  Or am I
> missing what you are trying to do?
>
> *Thad Esser*
> Remedy Developer
>
>   From:
>
> Shane Buchholz 
>
> To:
>
> arslist@ARSLIST.ORG
>
> Date:
>
> 03/09/2010 12:21 PM
>
> Subject:
>
> Updating Site Address after a Push Field to Site
>
> Sent by:
>
> "Action Request System discussion list(ARSList)" 
>
>
>  --
>
>
>
>
> **
> I may just be over thinking this issue, but I need to be able to have the
> Site Address field update when a Push Field from an escalation modifies the
> Site field.  Most of the workflow around this change happens with a Menu
> Select or a Return function.  We update Remedy accounts through Active
> Directory, and when the Site changes I need the address field to follow suit
> otherwise it renders the account invalid.  I have tried modifying the
> existing workflow to run on Submit, Modify, After Submit and After Modify,
> but it will not update the Site Address.
>
> Workflow appears to be firing off of AL CTM:SHR:Site-STU-LookUp_100
> followed by AL CTM:SHR:Site-STU-Setup-G-120_NotQuery which calls AL Guides
> SHR:SHR:SetupSiteAddress and CTM:SHR:Setup Site Menu.
>
> No matter how I process this workflow I cannot get this information to
> update with the Push Field.  The workflow fires perfectly with Menu Select
> and on Return.
>
> Any insight would be helpful.
>
> ARS 7.5 p3
> ITSM 7.6
> SQL 2005
> Windows Server 2008 64-bit
>
> Thanks,
>
> Shane Buchholz
> Systems Analyst II - Remedy
> Information Services Operations
> Samaritan Health Services
>
>
>  --
>
> Confidentiality Notice: This e-mail message, including any attachments, is
> for the sole use of the intended recipient(s) and may contain confidential
> and privileged information. Any unauthorized review, use, disclosure or
> distribution is prohibited. If you are not the intended recipient, please
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> Are"_
>
> *IMPORTANT NOTICE: This communication, including any attachment, contains
> information that may be confidential or privileged, and is intended solely
> for the entity or individual to whom it is addressed. If you are not the
> intended recipient, you should delete this message and are hereby notified
> that any disclosure, copying, or distribution of this message is strictly
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Re: Changing the process flow bar in change.

[Charles Baldi]

Hey Howard, how are you doing?

The key form to look at is the "Process Flow Structure Setup".  It
lets you define or modify the flow for each application.  I was able
to successfully add things like Pending status reasons and the like.
To add selections that trigger workflow (like "Next Stage") is more
involved and I haven't done that yet, but you can search for "vis" in
the object list and poke at the Visualization Process supporting
forms.  What follows is a response from BMC when I was trying to
figure out how to add status reason selections:

"As per our discussion over the phone, you can add new Status Reason
using VIS:ProcessFlowStructureSetup form.

As I informed you during our discussion that we have one Defect and
RFE logged with engineering.

==
Here is the information about defect:

DEFECT ID: SW00304704
Summary: Process Flow Structure Setup: - Accelerator Item
configuration does not work in a MSP environment.
==

Details about Enhancement Request.

RFE ID: SW00268932
Summary: Add Status reason to process flow bar.
Detail Information:
Is it the possibility to add/modify new values to the Status Reason in
the Incident Management in some status as Pending or Resolved?
==
"

Hope this helps.

Chuck



On Tue, Mar 9, 2010 at 2:02 PM, Howard Richter  wrote:
> **
>
> All,
>
>
>
> We are running an early version of ITSM 7 and I am trying to see if the
> process flow bar for Change was changed and at a loss of what forms control
> it.
>
>
>
> For example the first item in our change process flow bar, is Initiate
> (Normal), then the pull down has "Next Stage", "Help" or clear.  What I am
> trying to see if this was how the system came Out Of Box or was it changed.
>
> So if anyone knows the names of the controlling forms, or how to modify the
> process flow bar can you please let me know.
>
>
>
> As always thanks,
>
> Howard
>
> --
> Howard Richter
> Red Hat Certified Technician
> CompTIA Linux+ Certified
> ITIL Foundation Certified
> E-Mail = hbr4...@gmail.com
> LinkedIn Profile = http://www.linkedin.com/in/hbr4270
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Re: Active Link Question

[Charles Baldi]

It comes out in the sort order defined for the form.

Regards,
Chuck Baldi

On Mon, Mar 8, 2010 at 10:59 AM, Mayfield, Andy L.
 wrote:
> When performing a Set Field action from an AL, I have it set to "if multiple 
> requests match" - Display a List.   Is there a way to dictate the order in 
> which this list is displayed?  I can't figure out how it's determining the 
> order.
>
> Thanks,
>
> Andy L. Mayfield
> Sr. Protection & Control Technician
> Alabama Power Company
> Office: 205-226-1805
> Cell: 205-288-9140
> SoLinc: 10*19140
>
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Re: Weird DST date calculation issue - RESOLVED

[Charles Baldi]

Glad to hear it.  Yeah, I meant to say "day" but we use "month" here so...

Regards,
Chuck


On Thu, Mar 4, 2010 at 10:05 AM, William Rentfrow
 wrote:
> The suggestion below actually worked -  except I changed it to this:
>
> DATEADD("day",-10,$My Date$)
>
> William Rentfrow
> Principal Consultant, StrataCom Inc.
> wrentf...@stratacominc.com
> Blog: www.williamrentfrow.com
> O 715-592-5185
> C 715-410-8056
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Charles Baldi
> Sent: Tuesday, March 02, 2010 11:14 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Weird DST date calculation issue
>
> William,
> If you use the dateadd() function do you get a different result?  E.g.,
>
> dateadd("month", -10, date($My Date$))
>
> Regards,
> Chuck Baldi
>
> On Tue, Mar 2, 2010 at 12:02 PM, William Rentfrow 
>  wrote:
>> **
>>
>> Fortunately this issue SHOULD be very straight forward.
>>
>> Unfortunately - it isn't.
>>
>> There's a button that calculates a person's period of eligibility to
>> make changes to their HR benefits, etc.  You enter their employment
>> anniversary date and hit the button and this performs a calculation:
>>
>> $My Date$ - 864000 (i.e., minus 10 days).
>>
>> Here's the interesting thing - when the date entered is  Daylight
>> savings time - 3/15 this spring - the calculated value for the date
>> time field returns 3/4/2010 11:00:00 PM.  Normally all of the times in
>> this date/time field are left at 12:00:00 AM and are unused.
>>
>> Technically speaking the calculation is EXACTLY correct.  3/4/2010
>> 11:00:00 PM is exactly 10 days before 3/15/2010 12:00:00 AM - because
>> 3/15 has an "extra" hour added that is a figment of our collective 
>> imagination.
>> Technically DST doesn't happen until 2:00 AM though but that's a
>> matter for another time.
>>
>> I was thinking about changing the times on these to default to 3:00:00
>> AM instead of 12:00:00 AM - but I'm open to suggestions.
>>
>> William Rentfrow
>> Principal Consultant, StrataCom Inc.
>> wrentf...@stratacominc.com
>> Blog: www.williamrentfrow.com
>> O 715-592-5185
>> C 715-410-8056
>>
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>> Answers Are"_
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Re: Weird DST date calculation issue

[Charles Baldi]

William,
If you use the dateadd() function do you get a different result?  E.g.,

dateadd("month", -10, date($My Date$))

Regards,
Chuck Baldi

On Tue, Mar 2, 2010 at 12:02 PM, William Rentfrow
 wrote:
> **
>
> Fortunately this issue SHOULD be very straight forward.
>
> Unfortunately - it isn't.
>
> There's a button that calculates a person's period of eligibility to make
> changes to their HR benefits, etc.  You enter their employment anniversary
> date and hit the button and this performs a calculation:
>
> $My Date$ - 864000 (i.e., minus 10 days).
>
> Here's the interesting thing - when the date entered is  Daylight savings
> time - 3/15 this spring - the calculated value for the date time field
> returns 3/4/2010 11:00:00 PM.  Normally all of the times in this date/time
> field are left at 12:00:00 AM and are unused.
>
> Technically speaking the calculation is EXACTLY correct.  3/4/2010 11:00:00
> PM is exactly 10 days before 3/15/2010 12:00:00 AM - because 3/15 has an
> "extra" hour added that is a figment of our collective imagination.
> Technically DST doesn't happen until 2:00 AM though but that's a matter for
> another time.
>
> I was thinking about changing the times on these to default to 3:00:00 AM
> instead of 12:00:00 AM - but I'm open to suggestions.
>
> William Rentfrow
> Principal Consultant, StrataCom Inc.
> wrentf...@stratacominc.com
> Blog: www.williamrentfrow.com
> O 715-592-5185
> C 715-410-8056
>
> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
> Are"_

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Re: Creating Template in Remedy.

[Charles Baldi]

You have to build your desired task flow in a task group template.
Then you associate that task group template with your change template.
 Then the tasks defined in the task group template will be created in
the CRQ that uses the change template.

BTW this is for ITSM 7.x.

Regards,
Chuck Baldi

On Sun, Feb 28, 2010 at 11:53 PM, ITN (Atif Akbar)
 wrote:
> **
>
> Guys,
>
>
>
> Any idea how to create a template in remedy.
>
>
>
> I need to create a change request template which should have built in tasks
> for internal teams. The issue is Every time Service Desk has to create these
> Tasks on creation of new change.
>
>
>
> Thanks & Regards
>
> Atif
>
>
>
> DISCLAIMER:"This e-mail message including any of its attachments is intended
> solely for the addressee(s) and may contain privileged information. If you
> are not the addressee or you have received this email message in error,
> please notify the sender who will remove your details from its database. You
> are not authorized to read, copy, disseminate, distribute or use this e-mail
> message or any attachment to it in any manner and must delete the email and
> destroy any hard copies of it. This e-mail message does not contain
> financial instructions or commitments of any kind. Any views expressed in
> this message are those of the individual sender and do not necessarily
> reflect the views of Emirates NBD PJSC, or any other related subsidiaries,
> entities or persons."
> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
> Are"_

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Re: Crystal report can't find field in Mid-Tier

[Charles Baldi]

Are the erroring fields in the View that the report is running
against?  The Mid-Tier seems to be sensitive to that whereas the WUT
is more forgiving.  Also, are those fields similar in name to other
fields on the form?  For example, do you have both "Entry ID" and
"Entry_ID"?  I could see crystal server getting confused about
something like that.

By the way, you definitely want to have "use underscores" checked in
your ODBC config.

Regards,
Chuck Baldi

On Thu, Feb 25, 2010 at 12:21 PM, Joe D'Souza  wrote:
> **
> Dwayne,
>
> Another thing I might have tried doing just for kicks, is editing the report
> using Crystal designer, remove the query, recreate it, remove the field from
> the results, add it back, save, and then add the report file to the Remedy
> reporting application again.
>
> Then flush the MT cache if required again, and try the report from the web..
>
> That would hopefully 'repair' any potential problem that might be with the
> rpt file itself..
>
> Joe
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org]on Behalf Of Martin, Robert
> Sent: Thursday, February 25, 2010 12:16 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Crystal report can't find field in Mid-Tier
>
> **
>
> Thanks for the suggestion, Joe.  That one didn’t work either, but it was
> worth a try.
>
> Keep ‘em comin’.
>
> Dwayne
>
>
>
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza
> Sent: Thursday, February 25, 2010 9:11 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Crystal report can't find field in Mid-Tier
>
>
>
> **
>
> I doubt it has anything to do with the Mid-tier cache, but could you try
> flushing it and then retry the operation?
>
>
>
> Joe
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org]on Behalf Of Martin, Robert
> Sent: Thursday, February 25, 2010 8:44 AM
> To: arslist@ARSLIST.ORG
> Subject: FW: Crystal report can't find field in Mid-Tier
>
> **
>
> Thanks for the suggestion, Latzko.
>
> I went to the host machine ODBC and the only thing checked was “Use
> Underscores.”  I unchecked it, but it didn’t make any difference either to
> the reports that work or those that don’t.
>
>
>
> Dwayne
>
>
>
> From: Latzko Joachim [mailto:joachim.lat...@cirquent.at]
> Sent: Thursday, February 25, 2010 8:30 AM
> To: Martin, Robert - martinrd
> Subject: AW: Crystal report can't find field in Mid-Tier
>
>
>
> Have you checked the ODBC data source on the machine where the Crystal
> Reports server is installed? There are some options like 'use underscores'
> and so on. Compare that to the setting of the ODBC Data Source on your
> workstation.
>
>
>
> 
>
> Von: Action Request System discussion list(ARSList) im Auftrag von Martin,
> Robert
> Gesendet: Do 25.02.2010 14:27
> An: arslist@ARSLIST.ORG
> Betreff: Crystal report can't find field in Mid-Tier
>
> **
>
> Dear List,
>
> We have several forms with buttons that call active links, that open Crystal
> Reports for the entry on which the button resides.  They all work in the
> WUT.
>
> But in Mid-Tier, there are two forms that give the error:
>
> This field name is not known. Details: errorKind Error in File
> C:\WINDOWS\TEMP\{71402FB4-0BAE-468A-AA5F-9E7AAEDC95CA}.rpt: Error in formula
> . '{CS_CallEntry.Entry_ID}="CS000148"' This field name is not known.
> Details: errorKind.
>
> I checked in SQL developer, and “Entry_ID” is the correct field name in
> CS_CallEntry. If it wasn’t the report would fail in the WUT as well. (The
> other form gives a similar error, but with a different form and field name.)
>
> So why can Mid-Tier find the Entry_ID for all other forms, but not these
> two?  And why can the WUT find it, but not Mid-Tier?
>
> (ARS and Mid-Tier 7.1 p3, RH Linux server, Oracle 10.2 db)
>
> Dwayne Martin
>
> James Madison University
>
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Re: Always wanted to integrate into the Overview Console?

[Charles Baldi]

Post it to the BMC Developers Network.

On Mon, Feb 22, 2010 at 4:24 PM, Scott Philben  wrote:

> Listers:
>
> I have just gone through the long and difficult process of integrating a
> custom built application into the the ITSM 7.5 Overview Console. It is a
> very not intuitive process with many steps and lots of nonsense.
>
> So that I wouldn't have to recreate this process again in the future, I
> wrote it all down in a Word document. If anyone has a need for such, please
> let me know and I will forward it to you.
>
> Here is the introductory paragraph:
>
> Introduction
> BMC Remedy ITSM 7.5 and beyond includes a form accessible from the Homepage
> called the Overview Console (listed under the oddly named “Foundation
> Elements” section). This form is intended to be a one-stop-shop where you
> can see all the tickets in the system where you are the Assignee or where
> the ticket is assigned to your Group. It works great out-of-the-box if you
> are using an ITSM application (Incident, Change, Asset, etc.) but what about
> those who would like to create a custom application and have those custom
> tickets show up in the Console as well? The Console includes a table which
> references a Vendor form which is a central form which points to all the
> relevant ITSM forms. The data is gathered via an SQL plugin and displayed
> back to the Overview Console. It is much more complicated than the old
> Consolidated List of Remedy 6 and below.
>
> Send an email to sphil...@mac.com if you would like a copy.
>
> -scott philben
>
>
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Re: Problem Investigation Cancelled Status Reasons

[Charles Baldi]

Kelly,
That is a great write-up -- wish I had seen it earlier.  Though it does
leave out the process flow changes that you would do in 7.0x using the form
Process Flow Structure Setup.  If you want to use the process status flow
bar to set your new status reasons, then this needs to be updated as well.
Not sure if this applies to 7.5/6.

Now all we need is an equivalent write-up for the other pseudo-data-driven
fields.  "Change Reason" and "Timing Reason" come to mind...

Regards,
Chuck Baldi

On Thu, Feb 18, 2010 at 9:05 AM, Kelly Deaver wrote:

> **
> Here is a document I created on all the places you need to change Status
> reason for Change Management.
> http://communities.bmc.com/communities/docs/DOC-8978
> The same 'suspects' exist for Problem. Hope this helps.
>
>
> Kelly Deaver
> L-3 Stratis / FAA Contractor
> kdea...@kellydeaver.com (ARSlist mail)
> kelly.ctr.dea...@faa.gov (Business mail)
>
>
>
>   Original Message 
> Subject: Re: Problem Investigation Cancelled Status Reasons
> From: Thad K Esser 
> Date: Wed, February 17, 2010 4:27 pm
> To: arslist@ARSLIST.ORG
>
> **
> Shane,
>
> Bummer, I was hoping there was more.
>
> Thanks for the help.
> *Thad Esser*
> Remedy Developer
>
>
>   From: Shane Buchholz  To: arslist@ARSLIST.ORG
> Date: 02/17/2010 01:30 PM Subject: Re: Problem Investigation Cancelled
> Status Reasons Sent by: "Action Request System discussion list(ARSList)" <
> arslist@ARSLIST.ORG>
> --
>
>
>
> **
> Not sure if anyone ever answered this question for you, but my OOTB 7.6 has
> only one Status Reason for Cancelled and that is Duplicate Investigation.
>  If these follow the same path as Incident Management then the process to
> change these is very convoluted and overly complicated.
>
> Shane Buchholz
> Systems Analyst - Remedy
>
> *From:* Action Request System discussion list(ARSList) [
> mailto:arslist@ARSLIST.ORG  ] *On
> Behalf Of *Thad K Esser*
> Sent:* Tuesday, February 16, 2010 4:17 PM*
> To:* arsl...@arslist.org*
> Subject:* Re: Problem Investigation Cancelled Status Reasons
>
> **
> Almost.
>
> (This applies to 7.0.3, haven't seen 7.6 yet) There's a hidden enumerated
> field "Invesitgation Status Reason" (I just noticed the spelling - nice)
> that gets set with whatever the user chooses from the z1D_Status_Reason
> field (which is the one that they see and is display only).  Workflow keeps
> them in sync.  The display only field uses a search menu, so that *is* just
> configuration.  But the hidden field is an enumerated field with fixed
> values for any possible status reason (not just cancelled).
>
> I can add values to that field, but it also shows up on a couple of other
> forms, and I'd have track down any related workflow.  Plus I don't want to
> use an ID that will be overwritten in future versions.
>
> All in all, its not a super-duper hard customization, but I'd rather avoid
> customizing at all.  Being able to point to options in the next version
> would help me make my case.
>
> Thanks,*
> Thad Esser*
> Remedy Developer
>   From: Rick Cook   To: arslist@ARSLIST.ORG  Date: 
> 02/16/2010
> 04:05 PM  Subject: Re: Problem Investigation Cancelled Status Reasons  Sent
> by: "Action Request System discussion list(ARSList)" 
>
>
> --
>
>
>
>
> ** Well, since those are stored as form data, technically, they wouldn't be
> customizations, just configuration changes, right?
>
> Rick
>
> On Tue, Feb 16, 2010 at 4:02 PM, Thad K Esser 
> <*tkes...@regence.com*>
> wrote:
> **
> Hello,
>
> Can anyone tell me what status reasons are available for a Cancelled
> problem investigation in ITSM 7.6?  I didn't see a list in the docs anywhere
> and I don't have 7.6 installed anywhere.
>
> We are on ITSM 7.0.3 patch 9, and the only status reason for cancelled is
> "Duplicate Investigation".  One of my customers is asking for more status
> reasons for Cancelled and I'm hoping to put off that customization until we
> can get to 7.6.
>
> Thanks,*
> Thad Esser*
> Remedy Developer
>
> *IMPORTANT NOTICE: This communication, including any attachment, contains
> information that may be confidential or privileged, and is intended solely
> for the entity or individual to whom it is addressed. If you are not the
> intended recipient, you should delete this message and are hereby notified
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Re: Creating CMDB Relationships on Import

[Charles Baldi]

With AIE you can do the first two easily.

On Wed, Feb 17, 2010 at 2:28 PM, Jase Brandon  wrote:

> ** Hello All,
> I have been requested to create workflow so that on import I can accomplish
> two things with CI's:
> 1) Create relationships to existing CI's on import.
> 2) Create relationships while importing New CI's.
> 3) Rename CI Classes and change the "Manage CI's" menu. ( I think the
> answer to this is "Create new CI Class, then import data from Old CI Class".
>
> I took a cursory look at how to go about this and it seems that this is
> going to be an extremely tricky/complicated process.
> Generating GUID at the right time, in the right place and propagating to
> other CI forms,etc.
>
> Has anyone done this? Done anything like this?
> Is there a BMC utility I am unaware of? It seems this would be something
> that everyone would want to do. Or - is manual relationship creation the
> best answer?
>
>
>
> P>S> - I have obviously not been to any CMDB Training for 7X.
>
> Thanks in Advance,
>
> Jase Brandon
> Quality Technology Services
>
> 7.1 ARS
> Windows 2003
>
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Re: 7.5 Adhoc approvals

[Charles Baldi]

Maybe you could save the selected list of approvers and then have a "Next
Approver" rule that queries the appropriate field.  Then the system would
think that the approver was added through the process rather than ad-hoc.  I
have not done this myself it it is worth a try and may be easier than
generating your own approver records.

Regards,
Chuck Baldi

On Mon, Feb 8, 2010 at 2:41 PM, Moellmer, Matthew
wrote:

> **
>
> We actually don’t use that button, but a collector form does allow our
> customer to select from a predefined list of approvers. Because the approver
> is still technically manually selected, we have to incorporate the adhoc
> process.
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Guillaume Rheault
> *Sent:* Monday, February 08, 2010 2:17 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: 7.5 Adhoc approvals
>
>
>
> **
>
> Hi Matt,
>
> I can personally attest to this issue. It seems to me this is a bug.
>
> At this point, you have two options:
>
> 1. You can either disable adding ad-hoc users by hiding the button on the
> change form
> 2. You can fix this, which means a customization
>
> Adding ad-hoc users is totally discouraged (actually more like forbidden)
> from a change control/audit perspective. Ideally, any approver should be
> pre-defined in advance: that IS a best practice.
>
> So if you want to go with the option that will make your auditors happy,
> hide that button from the change form to prevent adding ad-hoc approvers. Of
> course this means that all your approvers need to be correctly pre-defined
> as per your approval processes.
>
> Guillaume
>  --
>
> *From:* Action Request System discussion list(ARSList) [
> arsl...@arslist.org] on behalf of Moellmer, Matthew [
> matthew.moell...@53.com]
> *Sent:* Monday, February 08, 2010 2:02 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* 7.5 Adhoc approvals
>
> **
>
> Manually adding an approver to the Change Module in 7.5 results in
> approvals being bypassed erroneously. You can test this by manually adding
> an approver and moving through the process flow. Has anyone dealt with this
> or found a work around?
>
> We have automated “collector” forms which rely on adhoc approvals and
> unable to get them to work…
>
> *Matthew Moellmer*
>
> *Fifth Third Bank*
>
> *Remedy Applications Development*
>
> *matthew.moell...@53.com*
>
> *513.358.2027*
>
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Re: AlarmPoint 4 integration with ARS 7.5 / ITSM 76

[Charles Baldi]

Another thought...if their interface is through the AR Java plugin, can you
install the AR Java plugin on another "compatible" box?

On Thu, Feb 4, 2010 at 2:55 PM, Grooms, Frederick W <
frederick.w.gro...@xo.com> wrote:

> Offhand question... Can you fool the client using Windows Program
> Compatibility into thinking it is on a lower OS?
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] On Behalf Of strauss
> Sent: Thursday, February 04, 2010 1:28 PM
> To: arslist@ARSLIST.ORG
> Subject: AlarmPoint 4 integration with ARS 7.5 / ITSM 76
>
> 
> Has anyone successfully integrated Alarmpoint to ITSM 76 in a Windows 2008
> R2 x64 environment?  According to Alarmpoint, we won't be able to do this
> until 2011 because their lame Java Client, that has to be installed directly
> on the AR Server, won't support higher than Server 2003 until then.  What
> have they been doing for the last 7 years, I wonder?  All of the BMC 7.5/7.6
> software appears to be running just fine on Win2K8R2x64 for several months
> now, but if I want to tie it in to Alarmpoint I will have to move the entire
> AR Server and apps back to Server 2003.  The only other option is some sort
> of a hack performed by their professional services (for a price) that passes
> scripts from the AR Server to a separate Alarmpoint Java Client (on a
> supported OS) which is probably fraught with reliability problems.  I am
> less and less impressed with Alarmpoint - and for you long-time Remedy/BMC
> folks, their (Alarmpoint) docs make the BMC docs look REALLY GOOD!
> 
>
> Christopher Strauss, Ph.D.
> Call Tracking Administration Manager
> University of North Texas Computing & IT Center
> http://itsm.unt.edu/
>
>
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Re: Row Level Permissions in ITSM 7.01

[Charles Baldi]

I had to do this through customization.  In my case I chose to us a dynamic
group because I had to control access to specific fields in an Incident.  If
you want to control access to the whole Incident you will need to convert
the Support Group ID into an ARS group id (people permission groups form)
and then add/remove the id to/from the Assignee Group (112) field.  I don't
know of an out-of-box way to restrict access to specific support groups.

Regards,
Chuck Baldi

On Wed, Feb 3, 2010 at 7:43 AM, Frank Caruso  wrote:

> **
> I have been asked whether ITSM out-of-the box can restrict the viewing of
> certain Incident records by assigned group. I completely understand the
> concept of the Assigned Group field (112) but was wondering if there is
> another way of doing this in ITSM. We also do not want to use more than one
> Company.
>
> End users are looking to have records that are assigned to a certain
> support only be visible by "Admin" type users. They also want the submitters
> of those incidents to have visibility into the incident.
>
> Thank you
>
> Frank Caruso
> Iraq
>
>
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Re: using RRR|Chive to synchronize Assets

[Charles Baldi]

Can you explain more about what you want to do?

If you only want a one-time synch, say from production to development, then
RRRChive is a quick-and-dirty way to go.  However if you want to maintain
the synchronization of attributes over time then you really want to use
something like AIE to do that.

Regards,
Chuck Baldi

On Fri, Jan 29, 2010 at 1:26 PM, Meyer, Jennifer L <
jennifer.me...@its.nc.gov> wrote:

> Has anyone attempted to use RRR|Chive to synchronize the Asset forms across
> servers?  If so, were you able to simply match forms one for one, or was
> there something special you had to do to accommodate the join forms?
>
> Jennifer Meyer
>
> E-mail correspondence to and from this address may be subject to the North
> Carolina Public Records Law and may be disclosed to third parties by an
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Re: Work Info History not Locked?

[Charles Baldi]

Setting the ITSM WorkLog to default to "Locked" is notoriously difficult.
There is OOB workflow that wants to force Locked to be "No" regardless of
the user's choice.  What we did to accomplish this is:

1.  Set the default to the Locked field (z1D_Secure_Log) to "Yes" on
HPD:Help Desk, or wherever.
2.  Disable the OOB AL that wants to force them all to unlocked:
SHR:SHR:NewLogNotEqualSecure_101
3.  For good measure we added a filter to HPD:WorkLog (and others) that sets
'Secure Work Log' = "Yes" on Submit.  We did this because there seemed to be
some hard to pin down scenarios where just disabling the above AL did not
seem to work.  This may be overkill for you.

This was with ARS 7.x and ITSM 7.0.3 various patches.

Regards,
Chuck Baldi

On Thu, Jan 21, 2010 at 12:07 PM, Differ, Alfred W CTR NAVSEA, 210 <
alfred.differ@navy.mil> wrote:

> If you have access to an Admin tool you can set the default value for the
> lock field.  You might have to look at workflow that opens various forms in
> case they set values before submission, but start with the field default.
>
> If you feel comfortable doing a 'modify all' operation, you just have to
> track down the form holding your work info records and then query for the
> ones you want to lock.  If you have a large number of tickets you might want
> to break up the effort into time slots with your query so you don't set
> loose a big update when people are working.
>
>
> Alfred Differ
> Sr. Remedy Developer
> NDTI / NSWC PHD, CODE 210
> 805-228-6555
> alfred.differ@navy.mil
>  -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] On Behalf Of Lateralus
> Sent: Thursday, January 21, 2010 6:08
> To: arslist@ARSLIST.ORG
> Subject: Work Info History not Locked?
>
> ** Hi all,
>
> Long time listener, first time poster.
>
> I've somehow become the "accidental administrator" of our Remedy system
> despite my warnings. We have recently come under scruntiny as all of our
> Work Info Entries are "Unlocked" by default and can be edited/modified at
> any point in time.
>
> Is there some way I can enforce the "Locked" status for a Work Info entry?
>
> Bonus points if I'm able to retro-actively set this field to locked for all
> historical records as well.
>
> Cheers!
>
> Scott.
>
> ARServer 7.0.01 patch 002
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Re: Help with ODBC driver with ARS client 7.1 and Win 7

[Charles Baldi]

Make sure you are not on 64-bit Windows as the ODBC driver is 32-bit only.

On Wed, Jan 20, 2010 at 4:53 PM, David Levenseller <
davidlevensel...@mail.und.nodak.edu> wrote:

> **
> Hello,
>
>  Is anyone out there running the ARS User Client 7.1.00 with Windows 7? I
> was able to get it installed ok but I can't seem the get the ODBC driver to
> work.
>
>  I want to install Crystal Reports 10 so I can run reports again. I worked
> back when I had Vista.
>
>  Any thoughts or suggestions?
>
>  Thanks
>
>
> David Levenseller
> University of North Dakota
> Help Center Leader
> davidlevensel...@mail.und.nodak.edu
> Voice (701)777-2380
> FAX   (701)777-3978
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Re: AL not firing

[Charles Baldi]

Your AL needs to fire on "Display" because that is when the data is
available.  Window Open happens before your data is loaded.

Regards,
Chuck Baldi

On Tue, Jan 19, 2010 at 4:43 PM, Martinez, Marcelo A wrote:

> Needs help figuring out why an AL is not firing.
> I have an AL that fires on the Change form when a user selects category
> tier 1. The action is to show a hidden page. Here's an example.
> IF CatTier1 = Network THEN show network testing page ELSE hidden
> IF CatTier1 = Software THEN show application testing page ELSE hidden
> IF CatTier1 = Telecomm THEN show telecomm testing page ELSE hidden
>
> Now... I am working on the "Approval Central" . if a user goes and views a
> change ticket that is pending his/her approval, clicks 'view', then
> Infrastructure Change, then clicks "View Change"... the corresponding
> testing tab (page) does not show up.
> I have gone into the CHG:Infrastructure Change form and made sure that the
> custom tabs (pages) are in the "Dialog View" view (which is the correct view
> that pops up when you hit the button)..
> I have looked at my Active Links and selected Execute On: Window Open
>
> But when I check the AL log I see that the AL I have created fails.. not
> sure why. The criteria is the same. I'd hate to have to write new workflow
> for performing the same functions.
>
> Thanks,
> Marcelo
>
>
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Re: CM Process Flow Bar issue

[Charles Baldi]

Rick,
I don't know if it is a known issue but I have seen it working correctly
under CM 7.0.3 p8.  We don't use that part of the approval flow here but if
I use it it works.

Regards,
Chuck Baldi

On Mon, Jan 11, 2010 at 1:58 PM, Rick Cook  wrote:

> ** I have CM 7.0.3 P9, and am seeing something that doesn't make sense.  So
> either it isn't working as designed, or I don't understand the design.
>
> After the Business Approval is processed, the Status is Scheduled.  In
> either case, the PF Bar should allow the Change User at that point to select
> "Next Stage" from the PF Bar to move that into a Status of "Implementation
> in Progress".  This is not working.  I can change the Status manually, but
> not from the PF Bar.
>
> The same is true when attempting to use the PF Bar from "Planning in
> Progress" to "Scheduled for Review".  Manually, it works just fine.  With
> the PF Bar, not so much.
>
> Both processes use the same part of the PF Bar.  Is this a known issue with
> a resolution, or just something we are going to have to work around, or is
> this "As designed".
>
> Rick
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Re: ITSM automatic swap of fixed/floating

[Charles Baldi]

Misi,
It has been a little while since I looked at that workflow but what you have
looks correct.  But wouldn't your set of viaTIL License Type = "Fixed" if
you were going to swap the type?

Looks like a useful tool.

Regards,
Chuck Baldi

On Thu, Dec 3, 2009 at 11:55 AM, Misi Mladoniczky  wrote:

> Hi,
>
> I am building a system to automate swapping of Fixed/Floating Application
> licenses in ITSM.
>
> I am testing this on ITSM7.0, and hope that the technique is the same in
> all application versions.
>
> Can anyone verify that this strategy is sound?
>
> This is the filter to move from Floating to Fixed:
>
> Push-Fields to "CTM:People Permission Groups" if
> ( 'Remedy Login ID' = $Remedy Login ID$) AND
> ( 'Permission Tag Name' = $Permission Tag Name$) AND
> ( 'Status' = "Enabled") AND ( 'viaTIL License Type' =  "Floating" )
> If No Requests Match: Error
> If Any Requests Match: Modify All Matching"
> - viaTIL License Type = "Floating"
> - z1D Action = "START"
> - z1D Previous Operation = "SET"
>
> This is supposed to update a specific user with an active floating
> licenses for the application-tag in question. It may match multiple rows,
> for example if the users is both "Asset Config" and "Asset Admin".
>
> The "START" and "SET" is Display-only-fields that triggers the
> ITSM-workflow that updates the User-form.
>
> I would appreciate any input!
>
>Best Regards - Misi, RRR AB, http://www.rrr.se
>
> Products from RRR Scandinavia:
> * RRR|License - Not enough Remedy licenses? Save money by optimizing.
> * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
> Find these products, and many free tools and utilities, at http://rrr.se.
>
>
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Re: ARPlugin.exe growing uncontrollably

[Charles Baldi]

I have seen this sort of thing happen when you make code changes in
production with Development Cache Mode off.  Note that there are some apps
which cause this to happen, the worst offender seems to be Service Level
Management but I don't know if RKM does this.  This problem was quite severe
under Linux but is observable under Windows.

Regards,
Chuck Baldi

On Mon, Nov 23, 2009 at 11:48 AM, Pargeter, Christie :CO IS <
cparg...@lhs.org> wrote:

> **
> Hi All - I am having to reboot my production server because the
> ARPlugin.exe is growing to over 1.5 GBs of RAM.  I have a ticket into BMC
> but they are not sure why this is happening.  I thought I would see if
> anyone here has an idea why this is happening.  We went live with ITSM 7 at
> the end of June and have stayed pretty out of the box.  We haven't
> implemented the CMDB yet and only do a little with AIE.  I am wondering if
> this is happening because we are trying to use the ad hoc report tool quite
> a bit.  Any ideas?
>
>  ARS 7.1 p 6
> ITSM 7.0.3 p 9
> Service Desk & Change Management
> Window 2003
> MS SQ 2005
> IIS/Tomcat
> RKM 7.2 p 2
> MidTier 7.1 p 6
>
>  --
> *Christie Pargeter *
> *Legacy Health
> IS - Programming
> SR Technical Analyst
> *cparge...@lhs.org   *  **1120 Building*  tel: 503-415-5149
>
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Re: Attachments in Work Info Entries Opening the Wrong File

[Charles Baldi]

I have not seen this specific problem but I have noticed behavior that may
point you in the right direction.  When the WUT opens an attachment it is
first extracted to a Windows temp folder, and then run from there.  There
may be something peculiar with the temp folder or permissions that is
causing the extracted file to be the same every time.  In our case users
were logging into a Citrix server and occasionally the extracted temporary
file would be written as read-only and the user would not have write access
so they would get an error.  This temporary folder is the one under Docs &
Settings\\Local Settings\Temp.  Maybe you have something funky going
on here or those users have their temp folder remapped to a shared location?

Hope this helps some.

Regards,
Chuck Baldi

On Thu, Oct 29, 2009 at 9:31 AM, Robert Dalton  wrote:

> Env:  UNIX / Oracle / ARS 7.01 / ITSM 7.03
>
> This just started happening in the last week or so for only two support
> technicians using our Remedy System.  Everyone else is running just fine and
> I am unable to duplicate the issue.
>
> The two who are having the problem are using ITSM Incident Management
> application and working tickets from a second level support position.  Each
> time they open an attachment in a work info entry the attachment opens the
> same file no matter which ticket they are working on.  It appears to be an
> email message from an earlier ticket and now no matter which attachment they
> try to open it opens the same file every time.
>
> I worked with one of the technicians and renamed his "AR System" folder
> under c:\documents and settings\all users\application data (thinking perhaps
> it was a corrupted view or search file) and the problem appeared to go away
> for a day but now it's back.
>
> Has anyone seen this before???  Any assistance would be greatly
> appreciated.
>
> Thanks,
>
> Robert Dalton
>
>
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Re: Task Flow bugs corrected

[Charles Baldi]

Thanks, that is good to know.  Because I suspected that there were many
other bugs in the task flow I did not label my post as "resolved".

Chuck

On Mon, Oct 26, 2009 at 2:47 PM, Guillaume Rheault wrote:

> **
>
> Forgot to mention... because these bugs are open in ITSM 7.6, and therefore
> not fixed, it is recommended customers do not use the task phasing feature
> either in ITSM 7.5.1 or ITSM 7.6. Hopefully ITSM 8.0 will fix, or an ITSM
> 7.6 patch
>
> Guillaume
>
>
>
> -Original Message-
> From: Guillaume Rheault
> Sent: Mon 10/26/09 2:47 PM
> To: arslist@ARSLIST.ORG; arslist@ARSLIST.ORG
> Subject: RE: Task Flow bugs corrected
>
> FYI - there are more bugs in the Task Module in ITSM 7.5.1, when task
> phasing is in use. Here it the statement form BMC Support, when I submitted
> the ticket months ago:
>
> "There is a hidden field associated with the TMS:Task form, State
> (10003019).  This field must be set to Active for the task to allow a status
> change.  For some reason, the OOB workflow has been found to intermittently
> fail in setting this.  The exact cause is still under evaluation. The defect
> related to this is SW00316007."
>
> Bug SW00324022 was also created for the same defect, it is the one
> referenced in the ITSM 7.6 release notes. In addition to this bug, there is
> bug SW00345321, also referenced in the ITSM 7.6 release notes, about task
> phasing too.
>
> Because of these bugs, it is not recommended to use the task phasing
> functionality introduced in ITSM 7.5.1. Seems to me all the Task management
> module code needs to be reviewed and clean up.
>
> Guillaume
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) on behalf of Charles
> Baldi
> Sent: Mon 10/26/09 11:32 AM
> To: arslist@ARSLIST.ORG
> Subject: Task Flow bugs corrected
>
> All,
> For anyone who is using the Task Flow engine in Change Management in more
> than a trivial way, you may have encountered bugs that prevent a built flow
> from behaving as expected.  We did.  After several unhelpful and
> time-wasting discussions with BMC support, we tracked-down and fixed a
> handful of bugs in the Task Flow engine.
>
> Context: ITSM 7.0.03, patch 008.
>
> Hoping this may be useful to others, here are the corrections that we made
> and why.
>
> 1.  Filter "TMS:TAS:Bypassed_MarkFlowTo_NotFollowed"
> The If Action - Push Fields was setting the Flow Status to "Flow Followed"
> rather than "Flow Not Followed" as its name says.  This was causing a flow
> that should be bypassed appear as if it was still active.  The correction
> was to modify the Push Fields to set Status = "Flow Not Followed"
> ==> This was the principle bug we found.  Fixing this caused the bypass of
> Task Groups to function properly.
>
> 2.  Filter "TMS:FLW:Bypassed_TaskEvaluate`!"
> The Run If qualification was looking for Status = "Flow Followed" to check
> for bypassed rather than "Flow Not Followed".  No doubt this bug was hidden
> because of the first one above (or created because the first one could not
> be found.)  The correction was to change the Run If condition to check for
> Status = "Flow Not Followed".
>
> 3.  Filter "TMS:TGR:Bypassed`!"
> This filter was not properly setting the DO variable "zTmpInternal" when a
> Task Group within another Task Group was being bypassed.  When this
> happened
> the change of Status to "Bypassed" was being interpreted as a user input
> change which caused the filter "TMS:SHR:Inactive_StatusLock" to generate an
> error.  This caused all pending flow updates to roll back leaving the flow
> unusable.  The correction was to add  zTmpInternal = "Yes" to the third
> Push
> Fields If Action.
>
> 4.  Filter "TMS:FLW:CheckForOtherFailedFlows"
> I consider this a defect.  In a merged flow (i.e., a Task with multiple
> input flows) if ANY input flow was bypassed, this filter caused the task
> and
> all downstream flows to also be bypassed.  This is not the behavior I
> expect.  When I have Flow To Successor when = "All Complete" (in the flow
> definition) I consider a bypassed input flow to be a completed flow.
> Therefore if any input is closed normally, then the multiple-input task
> should be activated normally.  The multiple-input task should only be
> bypassed if ALL inputs are bypassed.  This is important because using "Any
> Complete" in the flow is not an adequate solution.  I want the multi-input
> task to activate only when all inputs are completed or bypassed.  Setting
> the flow to "Any Complete"

Task Flow bugs corrected

[Charles Baldi]

All,
For anyone who is using the Task Flow engine in Change Management in more
than a trivial way, you may have encountered bugs that prevent a built flow
from behaving as expected.  We did.  After several unhelpful and
time-wasting discussions with BMC support, we tracked-down and fixed a
handful of bugs in the Task Flow engine.

Context: ITSM 7.0.03, patch 008.

Hoping this may be useful to others, here are the corrections that we made
and why.

1.  Filter "TMS:TAS:Bypassed_MarkFlowTo_NotFollowed"
The If Action - Push Fields was setting the Flow Status to "Flow Followed"
rather than "Flow Not Followed" as its name says.  This was causing a flow
that should be bypassed appear as if it was still active.  The correction
was to modify the Push Fields to set Status = “Flow Not Followed”
==> This was the principle bug we found.  Fixing this caused the bypass of
Task Groups to function properly.

2.  Filter "TMS:FLW:Bypassed_TaskEvaluate`!"
The Run If qualification was looking for Status = "Flow Followed" to check
for bypassed rather than "Flow Not Followed".  No doubt this bug was hidden
because of the first one above (or created because the first one could not
be found.)  The correction was to change the Run If condition to check for
Status = "Flow Not Followed".

3.  Filter "TMS:TGR:Bypassed`!"
This filter was not properly setting the DO variable "zTmpInternal" when a
Task Group within another Task Group was being bypassed.  When this happened
the change of Status to "Bypassed" was being interpreted as a user input
change which caused the filter "TMS:SHR:Inactive_StatusLock" to generate an
error.  This caused all pending flow updates to roll back leaving the flow
unusable.  The correction was to add  zTmpInternal = "Yes" to the third Push
Fields If Action.

4.  Filter "TMS:FLW:CheckForOtherFailedFlows"
I consider this a defect.  In a merged flow (i.e., a Task with multiple
input flows) if ANY input flow was bypassed, this filter caused the task and
all downstream flows to also be bypassed.  This is not the behavior I
expect.  When I have Flow To Successor when = "All Complete" (in the flow
definition) I consider a bypassed input flow to be a completed flow.
Therefore if any input is closed normally, then the multiple-input task
should be activated normally.  The multiple-input task should only be
bypassed if ALL inputs are bypassed.  This is important because using "Any
Complete" in the flow is not an adequate solution.  I want the multi-input
task to activate only when all inputs are completed or bypassed.  Setting
the flow to "Any Complete" would allow the task to fire prematurely.  The
correction was to DISABLE the filter.

5.  Filter "TMS:SHR:varSetNameAsSourceForLabel".  Despite what its help text
says, this was only setting the source field for a data label if the data
variable was an OUTPUT.  We need the labels to be set when they are INPUT as
well.  My correction was to copy the filter and add the opposite condition,
in this case ('zTmpVariableID' != $NULL)

I hope this saves someone some time and pain.

Regards,
Chuck Baldi

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Re: Qualifications in AR Reports - RESOLVED

[Charles Baldi]

I was able to answer my own question so I thought I would share with the
group.

I understand that to run an AR Report with qualification requires an Active
Link to call it.  What bugged me was that the Report Console and
ReportSelection forms *do* have Active Links that call the reports.
Examining these shows that they will indeed run the report with a
qualification.  The problem is in both cases that when the report is
selected, there is no workflow that reads the qualification from the report
definition.

The solution involves two-and a half Active Links.

For the ReportSelection form, the addition of the following Active Link will
properly load the report qualification.

Name: :ReportSelection:LoadQualification_5
Execute Order: 5
Form Name: ReportSelection
Execute On: Menu/Row/Level Choice: ReportList
Run If: ('Start Command' != $NULL$) AND ('Start Command' != "") AND ('Report
Type' = "AR System")
If Action: Set Fields
Read Value From: ReportCreator
Set Field If: $Report Name$ = 'Report Name'
If No Match: Set to $NULL$
If Multiple Match: Display a List
Fields
Query = $Qualification Ids$
Else Action: Set Fields
Read Value From: CURRENT SCREEN
Fields
Query = $NULL$

For the Report Console fix , the Active Link definition is almost the same.
Name: :RRC:SPO:GetReportQualification_011
Execute Order: 11
Form Name: RRC:Reporting
Execute On: Menu/Row/Level Choice: Report Name
Run If: ('Report Request ID' != $NULL$) AND ('Report Type' = "AR System")
If Action: Set Fields
Read Value From: ReportCreator
Set Field If: $Report Name$ = 'Report Name'
If No Match: Set to $NULL$
If Multiple Match: Display a List
Fields
zTmpAdvancedQualification = $Qualification Ids$

The "half" AL was to change the execute order of the out of box AL
"RRC:SPO:GetReportInformation_011" from 11 to 12.  This was necessary to
squeeze in the custom one before this ran.  It seemed like the least impact
to out of box workflow.

After this, I can create an AR Report on the ReportCreator form that has a
qualification and then run the report from either the ReportSelection form
or the Report Console.  Note, to run it from the Report Console you need to
find the record in the Report form and give it Categories (menu hierarchy).

Again, we are using ITSM 7.0.3 p8 on ARS 7.1 p7

Hope this is useful to someone.

Regards,
Chuck Baldi


On Wed, Oct 7, 2009 at 11:54 AM, Charles Baldi  wrote:

> Hello all,
>
> I am trying to do is build an AR Report using the ReportCreator form and
> have the user run it from the Reports console (accessed from the ITSM apps)
> or from the ReportSelection form.  I have created a report OK and specified
> a qualification, but whenever I run the report the qualification is ignored
> and it attempts to return all rows--not what I want.  Do you know what I
> need to do to get the qualification to be recognized?  I have confirmed that
> the qual is good, and messed with the "Query Override in Report" setting on
> the Report form.  No joy.
>
> I'm hoping to avoid having to specify an external Crystal Report for
> something that should be simple.
>
> ARS 7.1 P5
>
> ITSM 7.0.3 P8
>
> Suggestions?
>
>
>
> Thanks in advance,
>
> Chuck Baldi
>

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Re: Mid Tier Help

[Charles Baldi]

We have seen this when copying files from one environment to another.  To
correct it we have had to reset the Mid-Tier Administrator Password (in
Server Information, Connection Settings tab) then redefine the AR Server
Settings in the Mid-Tier configs (even if the passwords are the same).

Regards,
Chuck Baldi

On Fri, Oct 16, 2009 at 8:22 PM, Lyle Taylor  wrote:

> I've seen issues similar to this when forms were referencing another
> server.  For example, a while back we had some contractors make some
> customizations to a form and they migrated it to our test and prod
> environment, I think by exporting the form to a def file and importing it
> into the target servers.  After that, certain users started see errors like
> this.  It turned out that certain items on the form were referencing the dev
> server, and the people getting the errors didn't have an account on the dev
> server.
>
> So, I'm not sure exactly how that applies in this situation, but might be a
> point to look into or a direction to check out.
>
> Lyle
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] On Behalf Of Martinez, Marcelo A
> Sent: Friday, October 16, 2009 3:53 PM
> To: arslist@ARSLIST.ORG
> Subject: Mid Tier Help
>
> I have copied my production system to a dev system a while back, everything
> is working except the Mid Tier.
> I can bring up the Mid Tier Config page, and I can access the homepage of
> the Mid Tier (displays Requester Console link, INC Console link, CHG console
> link).
> The issue is when I click on any of the links to access the console, I get
> the following:
>
> The following error(s) occurred while trying to process your request:
>
> ARERR [623]
> Authentication failed
>
>
> SSO / EA works if using the user tool.
> Cross reference black password is on and works.
>
> Any ideas??
>
> Thanks - Marcelo
>
>
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Re: Reported date

[Charles Baldi]

I think that ReportedDate has workflow that sets it based on Reported
Source. I don't know if that gets called via the interface create form
or not but it is a place to look.

Regards,
Chuck Baldi

On 10/16/09, Ramey, Anne  wrote:
> I'm seeing an issue where sometimes, when a ticket is created through the
> HPD:IncidentInterface_Create, the Reported Date is not getting set.  It's
> not on every ticket created this way, just some of them.  Has anyone else
> seen this?
>
> Anne Ramey
>
>
>
> 
> E-mail correspondence to and from this address may be subject to the North
> Carolina Public Records Law and may be disclosed to third parties by an
> authorized state official.
>
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Qualifications in AR Reports

[Charles Baldi]

Hello all,

I am trying to do is build an AR Report using the ReportCreator form and
have the user run it from the Reports console (accessed from the ITSM apps)
or from the ReportSelection form.  I have created a report OK and specified
a qualification, but whenever I run the report the qualification is ignored
and it attempts to return all rows--not what I want.  Do you know what I
need to do to get the qualification to be recognized?  I have confirmed that
the qual is good, and messed with the "Query Override in Report" setting on
the Report form.  No joy.

I'm hoping to avoid having to specify an external Crystal Report for
something that should be simple.

ARS 7.1 P5

ITSM 7.0.3 P8

Suggestions?



Thanks in advance,

Chuck Baldi

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Re: Stumped - Need some fresh eyes

[Charles Baldi]

Thanks Lyle, you're correct.  I was just being in a hurry.

Chuck

Lyle Taylor wrote:

**

Actually, that would fire any time the Billing_End_Date didn't change 
or was set to NULL (TR.Billing_End_Date will always be NULL unless the 
value is being changed to something non-null).  He doesn't need to 
determine when it's null, just if it is being changed.  In that case, 
since it does correctly fire in one case (where it's null in the DB 
but no in the updated record), it should also fire the other way 
around as well.  If it doesn't, then that would probably be a bug and 
not be related to the NULL value relational Algebra.  I think the 
relational Algebra discussion relates more to searches and may not 
apply here in this context.  (I could be wrong on that point, but my 
first point above is correct.)


 


Lyle

 

*From:* Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] *On Behalf Of *Charles Baldi

*Sent:* Monday, September 28, 2009 3:23 PM
*To:* arslist@ARSLIST.ORG
*Subject:* Re: Stumped - Need some fresh eyes

 


**

If NULL is a valid value then you will need to test for it 
explicitly.  Your qualification will be undefined if your field is 
NULL which will result in that clause being FALSE.  See the "NULL 
value, relational Algebra" section of the Workflow Objects guide.  
Your qualification should be more like:


 

'Billing_End_Date' != 'DB.Billing_End_Date' OR 'TR.Billing_End_Date' = 
$NULL$


 


Regards,

Chuck Baldi

On Mon, Sep 28, 2009 at 5:14 PM, Lyle Taylor <mailto:tayl...@ldschurch.org>> wrote:


Perhaps it's a filter phasing issue.  Probably any filters that update 
the record (in order to trigger this filter) need to be named with `! 
at the end to override filter phasing.


Lyle


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG>] On Behalf Of 
PRUITT, CHRISTOPHER

Sent: Monday, September 28, 2009 3:11 PM
To: arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG>
Subject: Stumped - Need some fresh eyes

We are stumped on a filter that does not want to fire correctly.


Here is the situation.

We have an Asset record that has no billing end date set.
We set the Billing End Date to the current date/time along with other 
fields and the filter with the Run If Qualification: 
'Billing_End_Date' != 'DB.Billing_End_Date' fires, as expected. This 
filter is just setting a Audit Trail entry.
Right after that, on the same record about 3-5 seconds later we set 
the Billing End Date back to NULL along with other fields and the same 
filter does not fire.


This is happening inside of a Filter Guide process that calls two 
different Filter Guide. The first is Set the Asset to Inactive, the 
second is Set Asset to Active along with new Data. All the data gets 
set correct including the Billing End Date


We do a move by first setting the data for the current Asset record 
that has Active Billing to Inactive and Set the Billing End Date along 
with other fields.
Later in the Filter Guide process we take that same record and update 
the new data and reactivate the billing under the new person and set 
the Billing End Date to NULL.  It should work right?


Now here is the rub.

If we set the Asset record by itself to Inactive and Set the Billing 
End Date the filter with the Run If Qualification: 'Billing_End_Date' 
!= 'DB.Billing_End_Date' fires.
Then is we set the Asset record by itself to active and Set the 
Billing End Date to NULL the filter with the Run If Qualification: 
'Billing_End_Date' != 'DB.Billing_End_Date' fires. But not when we do 
it inside of a Guide.


Anyone ever see this happen before?

Our environment is:
Oracle 10g
Remedy 7.1.00 Build 200708221849
SunOS 5.9


Christopher Pruitt
HP Enterprise Services
Bank of America Account | CIA - Integrated Applications | IW 
Infrastructure Team
972.605.7702 office | christopher.pru...@hp.com 
<mailto:christopher.pru...@hp.com>


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Re: Stumped - Need some fresh eyes

[Charles Baldi]

If NULL is a valid value then you will need to test for it explicitly.  Your
qualification will be undefined if your field is NULL which will result in
that clause being FALSE.  See the "NULL value, relational Algebra" section
of the Workflow Objects guide.  Your qualification should be more like:

'Billing_End_Date' != 'DB.Billing_End_Date' OR 'TR.Billing_End_Date' =
$NULL$

Regards,
Chuck Baldi

On Mon, Sep 28, 2009 at 5:14 PM, Lyle Taylor  wrote:

> Perhaps it's a filter phasing issue.  Probably any filters that update the
> record (in order to trigger this filter) need to be named with `! at the end
> to override filter phasing.
>
> Lyle
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] On Behalf Of PRUITT, CHRISTOPHER
> Sent: Monday, September 28, 2009 3:11 PM
> To: arslist@ARSLIST.ORG
> Subject: Stumped - Need some fresh eyes
>
> We are stumped on a filter that does not want to fire correctly.
>
>
> Here is the situation.
>
> We have an Asset record that has no billing end date set.
> We set the Billing End Date to the current date/time along with other
> fields and the filter with the Run If Qualification: 'Billing_End_Date' !=
> 'DB.Billing_End_Date' fires, as expected. This filter is just setting a
> Audit Trail entry.
> Right after that, on the same record about 3-5 seconds later we set the
> Billing End Date back to NULL along with other fields and the same filter
> does not fire.
>
> This is happening inside of a Filter Guide process that calls two different
> Filter Guide. The first is Set the Asset to Inactive, the second is Set
> Asset to Active along with new Data. All the data gets set correct including
> the Billing End Date
>
> We do a move by first setting the data for the current Asset record that
> has Active Billing to Inactive and Set the Billing End Date along with other
> fields.
> Later in the Filter Guide process we take that same record and update the
> new data and reactivate the billing under the new person and set the Billing
> End Date to NULL.  It should work right?
>
> Now here is the rub.
>
> If we set the Asset record by itself to Inactive and Set the Billing End
> Date the filter with the Run If Qualification: 'Billing_End_Date' !=
> 'DB.Billing_End_Date' fires.
> Then is we set the Asset record by itself to active and Set the Billing End
> Date to NULL the filter with the Run If Qualification: 'Billing_End_Date' !=
> 'DB.Billing_End_Date' fires. But not when we do it inside of a Guide.
>
> Anyone ever see this happen before?
>
> Our environment is:
> Oracle 10g
> Remedy 7.1.00 Build 200708221849
> SunOS 5.9
>
>
> Christopher Pruitt
> HP Enterprise Services
> Bank of America Account | CIA - Integrated Applications | IW Infrastructure
> Team
> 972.605.7702 office | christopher.pru...@hp.com
>
>
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Re: Unable to Report From Mid Tier ARERR 9246

[Charles Baldi]

Do you have your Crystal Reports or Business Objects server configured
properly?  Did this ever work in the past?




On Thu, Sep 3, 2009 at 11:42 AM, Parker, Lawrence T <
lawrence.par...@nmci-isf.com> wrote:

> Hi,
>
> We see the below trying to run reports from Mid Tier.  The BMC
> documentation and everything else we've researched indicates that we need to
> verify the report we are trying to run is still available in the Remedy
> Reports form.  Our reports are definitely in the Report form.  Has anyone
> out there found a way around this problem?  We did much diligence in trying
> to correct this issue before posting here.
>
> ARERR [9246]
> Cannot find report [Ljava.lang.String;@10dd4c8 of type null for form {2}
> on server {3}. Please see your administrator.
>
> Lawrence Parker
> IT Service Support Tools
>
> EDS
> Remedy Engineering
> 1968 Gilbert Street
> Norfolk, VA 23511
>
> Tel: +1 757 963-1008
> Mobile: +1 757 285-2368
> E-mail: lawrence.par...@nmci-isf.com
>
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Re: Copy to New - Disable or Use - Which do you Prefer?

[Charles Baldi]

We have occasionally blocked copy-to-new in ITSM apps when we have added
many custom fields and did not have the opportunity to add those to the
copying workflow.  However if there is no need to block it, the we just
leave it alone as it can be useful.  The choice will depend on what a "copy"
means to your form and how you need to tweak it so that the copy makes sense
to your app and is still unique.

Regards,
Chuck Baldi

On Thu, Sep 3, 2009 at 9:43 AM, Lammey, Peter A. wrote:

> For any forms that your users access directly that you need to adjust what
> our how fields are setup in a new Submit (for Copy To New) you can add a
> Active Link that fires on the Copy To New action that will perform a Set
> fields and you can set fields to NULL or set fields to their Default or from
> other values looked up from other forms.
>
> Thanks
> Peter Lammey
> ESPN IT Client Architecture and Automation
> 860-766-4761
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] On Behalf Of Robert Dalton
> Sent: Thursday, September 03, 2009 9:37 AM
> To: arslist@ARSLIST.ORG
> Subject: Copy to New - Disable or Use - Which do you Prefer?
>
> Good Morning List,
>
> A have a question which is not specific to any platform or version.
>
> Just curious how others handle the "Copy to New" functionality that's been
> in the client User Tool for many years.
>
> Do you prefer to create an active link which fires an error message to
> prevent people from using the copy to new functionality or do you let people
> use it???
>
> In previous projects I worked on we always ran the error message preventing
> people from using it and then we created our own button, menu item, etc
> which performs an open window action and pushes only the fields we selected
> over instead.
>
> Is this how you are dealing with this -OR- do you have any better ideas???
>
> Thanks,
>
> Robert Dalton
>
>
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Re: Use rrrchive to sync but not delete?

[Charles Baldi]

Misi,
Thanks for your help on this.  What I am trying to do is migrate from one
production database to another.  We have an existing prod server that has a
broken installation.  In order to install Asset Management we need to
perform a re-install into a new prod.  The new installed db has additional
records in it that I do not want to be deleted when I migrate the data.
Here is an outline of what I am trying to do:

1.  Take OLD PROD backup.  Users still active.
2.  rrrchive using COPY from OLD PROD backup 1 --> NEW PROD
(this is actually several steps breaking down into config vs data, takes a
few hours)
3.  Take another OLD PROD backup.  OLD PROD put into Admin only mode.
4.  rrrchive using SYNCTOTARGET from OLD PROD backup 2 --> NEW PROD
(to migrate only updated records)

The goal of the last step is to capture data changes since the first
backup.  This would require a production outage, but the down time will be
much smaller than if we were to copy all of the data.
I cannot just restore the old prod db to new prod because I am fixing the
install including workflow.  This is the best solution I have come up with.
Any thoughts?

Again, thanks for your help.

Chuck Baldi
On Thu, Sep 3, 2009 at 9:29 AM, Misi Mladoniczky  wrote:

> Hi,
>
> Up till now, there has been no way to do this. I have updated the tool in
> accordance with your suggestion, to allow setting
> "syncmaxdeletedpercent=0", which disable the delete-operations.
>
> Please note that the SYNCTOTARGET-setting will restore any inconsistent
> records from the source to the target. Regardless of which one has been
> modified after the last SYNC-operation.
>
> If you add new records to source and target server, the
> target-server-records will be overwritten.
>
> The only thing you disable is the deletion of surplus records.
>
> Please describe in some more detail what you want to do.
>
> Is this how you want to do it:
> 1. PROD -> TMP
> 2. Turn of PROD (admin-only-mode?)
> 3. Mess around with TMP-server
> 4. TMP -> PROD
>
>Best Regards - Misi, RRR AB, http://www.rrr.se
>
> Products from RRR Scandinavia:
> * RRR|License - Not enough Remedy licenses? Save money by optimizing.
> * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
> * RRR|Translator - Manage and automate your language translations.
> Find these products, and many free tools and utilities, at http://rrr.se.
>
> > Hello,
> > Has anyone used rrrchive to synchronize one ARS database with another,
> but
> > not delete records on the target database?  I want to use SYNCTOTARGET to
> > get updated records, but I don't want to delete any records on the target
> > database.
> >
> > I am trying to come up with a way to migrate a full ITSM production
> > install
> > and data to another database (needed to fix install errors.)  I want to
> > use
> > SYNCTOTARGET so I can do most of my migration off-line and then do a
> > "catch-up" migration at the end of the day with only a small outage.
> >
> > Any advice is appreciated.
> >
> > Regards,
> > Chuck Baldi
> >
> >
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Re: Notify - Calculate Time

[Charles Baldi]

I'm assuming that you are on ITSM 7.x.  I'm sure that the answer will be
different for 6.x or earlier.

What you can do is create your own translate filter to do this.  We added
one to translate #TIMESTAMP# into the actual timestamp, but you could come
up with your own tag, like #MODTIME#, and translate that into your
$TIMESTAMP$ - $Modified Date$ value.

I know of no built-in structure to do this.  If you follow the code you find
all the translate filters so this seems like the best place to put something
like this.

Hope it helps.

Regards,
Chuck Baldi
On Wed, Sep 2, 2009 at 4:47 PM, Brittain, Mark wrote:

> ** HI All,
>
> What I would like to do is have a statement in an email “Ticket was last
> updated 35 minutes ago”
>
> So in the filter I want to calculate the difference $TIMESTAMP$ - $Modified
> Date$ and include the results in the email without first having to store the
> results in a field
>
> Is there a syntax in the Notify text where I can do that? Calculate in
> memory and include in the email.
>
> Thanks
> Mark
>
> 
> Mark Brittain
> Remedy Developer
> *NaviSite
> **mbritt...@navisite.com* 
> (315) 453-2912 x5418 (Phone)
> (315) 317.2897 (Cell)
>
> *Reduce Cost of IT with Managed Hosting and Application Services from
> NaviSite.**
> *Visit www.NaviSite.com  Today.
>
>
>
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Use rrrchive to sync but not delete?

[Charles Baldi]

Hello,
Has anyone used rrrchive to synchronize one ARS database with another, but
not delete records on the target database?  I want to use SYNCTOTARGET to
get updated records, but I don't want to delete any records on the target
database.

I am trying to come up with a way to migrate a full ITSM production install
and data to another database (needed to fix install errors.)  I want to use
SYNCTOTARGET so I can do most of my migration off-line and then do a
"catch-up" migration at the end of the day with only a small outage.

Any advice is appreciated.

Regards,
Chuck Baldi

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Re: Reactivating bypassed Tasks? (ITSM 7.x)

[Charles Baldi]

Mark,
I appreciate any thoughts or suggestions.  Our problem is not "finding" the
previous task but putting it into a state where it can be worked.  I can
"force it" but am hoping someone else may have tried this before and has
some good/bad results to share.

Regards,
Chuck

On Tue, Aug 25, 2009 at 1:06 PM, Brittain, Mark wrote:

> **
>
> Chuck
>
>
>
> I am not familiar with the CM 7.0.3 however I have an idea. How are the
> tasks linked? If there is a common Master number and then each task has a
> sequence number then I would think you could institute a back-button like a
> browser. Might be able to use a table field somewhere to track the history
> of the tasks and walk back up the table rows. Probable missing this by a
> mile but thought it could not hurt to throw out this idea.
>
>
>
> Mark
>
>
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Charles Baldi
> *Sent:* Tuesday, August 25, 2009 12:44 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Reactivating bypassed Tasks? (ITSM 7.x)
>
>
>
> **
>
> We have implemented a reasonably complicated flow of tasks to support
> various change templates in CM 7.0.3.  The flow of tasks is controlled by
> answers to questions that are asked up front.  Fairly regularly users are
> coming to us saying that they made a mistake with their question, can we
> please change it.  Well by that time several tasks have been bypassed
> because of their original answer.
>
>
>
> Aside from the fact that the flow should have validation of the answers
> before any branching takes place (trying to get the customer to permit
> this), has anyone played with changing the status of bypassed tasks to
> Assigned or WIP so that they can be worked?  I don't need any task flow to
> work at this point but want to use the tasks if possible rather than
> creating a number of ad-hoc tasks.  Has anyone had any luck making a
> bypassed task workable again?
>
>
>
> I know this is not a long-term solution, but I am trying to cut down on the
> support overhead until we have a better method in place.
>
>
>
> Thanks in advance,
>
> Chuck Baldi
>
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Reactivating bypassed Tasks? (ITSM 7.x)

[Charles Baldi]

We have implemented a reasonably complicated flow of tasks to support
various change templates in CM 7.0.3.  The flow of tasks is controlled by
answers to questions that are asked up front.  Fairly regularly users are
coming to us saying that they made a mistake with their question, can we
please change it.  Well by that time several tasks have been bypassed
because of their original answer.

Aside from the fact that the flow should have validation of the answers
before any branching takes place (trying to get the customer to permit
this), has anyone played with changing the status of bypassed tasks to
Assigned or WIP so that they can be worked?  I don't need any task flow to
work at this point but want to use the tasks if possible rather than
creating a number of ad-hoc tasks.  Has anyone had any luck making a
bypassed task workable again?

I know this is not a long-term solution, but I am trying to cut down on the
support overhead until we have a better method in place.

Thanks in advance,
Chuck Baldi

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Re: Apt. way to delete foundation data

[Charles Baldi]

Hi Joe,
When I have done this it was not too painful.  There were not too many
dependencies on delete, except for maybe Company.  And loading the same info
back in tends to highlight things that were not cleaned up.  This was useful
for us when validating the data load templates we were using.  Plus we
didn't need to be DBAs to do it :-)

Chuck

On Thu, Aug 20, 2009 at 4:01 PM, Joe DeSouza  wrote:

> **
> Develop a script to truncate table ; for all foundation data T,
> H and B tables and reset ther corresponding nextid values to 1. That
> would be the fastest way.
>
> Going to each form and deleting would amount to requesting delete action
> through the AR System API layer and would not be the fastest way.
>
> Joe
>
>  --
> *From:* Raj 
> *To:* arslist@ARSLIST.ORG
> *Sent:* Thursday, August 20, 2009 1:21:01 PM
> *Subject:* Apt. way to delete foundation data
>
> Hello all,
> Last month, I did foundation data uploads using ARImport tool. Leter I
> realized that using DMT for this is the best method.
>
> So I want to clean up the data which i did imports through Import tool.
>
> which is the best way to delete foundation data, is there any utility/ tool
> or should I just go to each forms and do the clean up? Is there any faster
> way ?
>
> please advise,
> Raj
>
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Re: Apt. way to delete foundation data

[Charles Baldi]

Raj,
You can do this a couple different ways, depending on which data objects you
want to reload.  You CAN delete foundation data by hand but you need to
watch out for dependent forms that get populated by workflow but don't
cascade delete.  I don't have my notes nearby from when I did this before
but you want to look at the "alias" forms for company, site, etc. and people
permission groups.  Looking at the various tabs in the DL spreadsheets can
help you spot some of these too.

The DMT does have a facility to change/delete some foundation objects such
as Companies.  I have not used it to remove a lot of info but this may be
useful depending on how much you have to reload.

Of course, a "safe" way would be to restore from database backup.  You have
that, right? :-)

How much data are you talking about?

Chuck Baldi

On Thu, Aug 20, 2009 at 1:21 PM, Raj  wrote:

> Hello all,
> Last month, I did foundation data uploads using ARImport tool.
> Leter I realized that using DMT for this is the best method.
>
> So I want to clean up the data which i did imports through Import
> tool.
>
> which is the best way to delete foundation data, is there any utility/
> tool or should I just go to each forms and do the clean up? Is there
> any faster way ?
>
> please advise,
> Raj
>
>
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Re: Using Escalation with form CHG:ChangeInterface_Create

[Charles Baldi]

Christine,
A couple of thoughts for you.  First, you do need a Run If qualification in
the escalation.  Otherwise your action (create a record) will occur for
every record in the form.  This will quickly generate more records that you
want.  What is your criteria for creating the change record?  I suggest that
you create another form that has data indicating your need to create a new
change request.  Your escalation would then run against that form with a Run
If against your create criteria.  Then do your push against
ChangeInterface_Create.  Finally, this form works pretty well out of the
box.  I suspect that there are other mandatory fields that you are not
setting like company, location, requester, etc.

Regards,
Chuck Baldi

On Thu, Aug 6, 2009 at 11:04 PM, Christine wrote:

> I’m trying to use the Escalation process with the form
> CHG:ChangeInterface_Create to create a Change. I’m mostly an admin,
> not a developer. I have not been 100% successful with this. Looking
> for some advice:
>
> I am choosing the CHG:ChangeInterface_Create form. In the escalation I
> have no Run If qualifier.
>
> If I just have a Set Fields action a record successfully gets created
> in the CHG:ChangeInterface_Create form. The value of the Change
> Template Instance ID is being set in the Template ID field. The
> z1D_Action is being set to CREATE. Again, this does create a record in
> the CHG:ChangeInterface_Create form.
>
> It does not however create an actual Change. So I added a subsequent
> Run Process of PERFORM-ACTION-ACTIVE-LINK 4 which from what I can
> discern will run the associated Active Links as if a record was
> submitted manually.
>
> I add this Process; update the Time Criteria to run in about 10
> minutes, save the escalation, turn on the escalation log and wait. The
> escalation comes along with a message of ‘Failed Qualification’. There
> is no Run-If qualification on either the Basic tab or on the Set
> Fields action. I looked at the detail of the Run-If and there are not
> even any spaces in the qualifiers.
>
> I deleted the escalation, recreated with just the Set Fields and
> again, a record will be created in CHG:ChangeInterfaceCreate. I add
> the Run Process of PERFORM-ACTION-ACTIVE-LINK 4 and end up again with
> a message in the escalation log of ‘Failed Qualification’. Again I
> check the Run If fields and the field is blank.
>
> I tried again with first running PERFORM-ACTION-ACTIVE-LINK 32768
> (window open) before the Set Fields and this too ends in Failed
> Qualification.
>
> Do I need a Run If qualifier to use a Run Process such as above? Is
> there one that you would suggest (sorry, I really am mostly an admin).
> Is the Escalation process the incorrect method to achieve an
> automated, scheduled creation of a Change?
>
> Remedy version 7.1.00, patch 002; Change Management 7.0.03, patch
> 007.
>
> Thanks much,
> Christine
>
>
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Re: ITSM 7.1, Incident form, dialogs, and hidden menu bar menus

[Charles Baldi]

Some other workflow is calling the PERFORM-ACTION-ACTIVE-LINK run process
command.  In the ITSM apps, this usually happens from one of several visible
buttons to a common hidden button to drive workflow.  There are lots of
hidden buttons that are "pressed" this way.

Regards,
Chuck Baldi

On Wed, Jul 29, 2009 at 7:33 PM, Phillips, Richard I CTR USA <
rick.philli...@us.army.mil> wrote:

> ITSM 7.1
>
> I'm familiar with Users selecting a value from a menu bar menu on a
> regular form, and having an A/L fire.
>
> How does an A/L fire when the menu bar menu is hidden, and the form is a
> dialog?
>
> Here's my scenario:  When a user selects an Incident template to create
> an INC, the following A/L fires:
>
> HPD:INC:SelectTemplate_110_SetDescription
>
> It executes on Button/Menu Item 'z3Btn Select Template'.
>
> 'z3Btn Select Template' is not a button, but appears to be a menu bar
> item.  It's associated with HPD:Helpdesk dialog views only (but dialog
> windows have no menu bars).
>
> Additionally, 'z3Btn Select Template' is 'not in any view'.  The only
> HPD:Helpdesk form views with menu bar menus have them hidden, but
> enabled.
>
> How does this A/L get fired?
>
> Thanks,
>
> Rick
>
>
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Re: Install Asset onto a working Incident/Problem/Change system?

[Charles Baldi]

Rick,
Yes I agree with you and will be stressing that in the future.

On Wed, Jul 29, 2009 at 4:37 PM, Rick Cook  wrote:

> ** That's why I install the entire basic suite, even if the customer is
> only going to use Incident, unless server resources prevent it or I am
> ordered not to.
>
> Rick
>
> --
> *From*: Howard Richter
> *Date*: Wed, 29 Jul 2009 16:23:34 -0400
>
> *To*: 
> *Subject*: Re: Install Asset onto a working Incident/Problem/Change
> system?
>
>   All I can say is ouch. Could it been the order that items were installed
> in?
>
> Sent from Howard Richter's iPhone
>
> On Jul 29, 2009, at 2:45 PM, Charles Baldi 
> wrote:
>
>  ** An update.  Apparently there were some fundamental errors during the
> original install of Incident that were not caught and corrected by that
> team.  These errors were specifically in the area of integration with
> Asset/CMDB.  The BMC-supported direction is a ground-up rebuild, which we
> are doing.
>
> So, not a trivial solution but we have a plan.  Thanks to those who helped.
>
> Regards,
> Chuck Baldi
>
> On Mon, Jul 20, 2009 at 4:43 PM, Charles Baldi wrote:
>
>> This is a development system, but we are prepping for an Asset install
>> into production, which has the identical configuration (and same missing
>> AST:BaseElement).
>>
>> I wonder if it is the "authentication" between the CMDB processes and
>> ARServer.  Any thoughts?  Pending feedback from BMC, I will be trying to
>> poke things with cmdbdriver to see if I get a different response.  I will
>> also try re-applying CMDB 2.1 patch 4 again to.  I have good backups so
>> getting to a known state is not a problem.
>>
>> Chuck
>>
>>   On Mon, Jul 20, 2009 at 4:38 PM, Joe DeSouza wrote:
>>
>>> **
>>> The SHR:Schema Names is not a meta data table so the AR System server
>>> should not really care about that entry if you are using the cmdbdriver to
>>> create that form.
>>>
>>> Is this a test system? If not you may just be better off trying to
>>> reinstall.
>>>
>>> Joe
>>>
>>>  --
>>>  *From:* Charles Baldi 
>>> *To:* arslist@ARSLIST.ORG
>>> *Sent:* Monday, July 20, 2009 4:29:43 PM
>>> *Subject:* Re: Install Asset onto a working Incident/Problem/Change
>>> system?
>>>
>>> ** The SHR:Schema Names form already had an entry, but the arschema table
>>> does not.
>>>
>>>On Mon, Jul 20, 2009 at 4:14 PM, Joe DeSouza wrote:
>>>
>>>> **
>>>> Does the arschema table have an entry for it already?
>>>>
>>>> Joe
>>>>
>>>>  --
>>>> *From:* Charles Baldi 
>>>> *To:* arslist@ARSLIST.ORG
>>>> *Sent:* Monday, July 20, 2009 4:07:55 PM
>>>>
>>>> *Subject:* Re: Install Asset onto a working Incident/Problem/Change
>>>> system?
>>>>
>>>> ** Yes, same errors when importing manually.  Fundamentally these are
>>>> all because the AST:BaseElement form does not exist.  I cannot find a def
>>>> file that imports this and I believe that is because it is expected to be
>>>> built from the CMDB through the Sync Asset UI process (cmdbdriver) which is
>>>> failing to create the form.
>>>>
>>>> Chuck
>>>>
>>>> On Mon, Jul 20, 2009 at 2:52 PM, Joe DeSouza wrote:
>>>>
>>>>> **
>>>>> And manually importing these fails too?
>>>>>
>>>>> Joe
>>>>>
>>>>>  --
>>>>> *From:* Charles Baldi 
>>>>> *To:* arslist@ARSLIST.ORG
>>>>> *Sent:* Monday, July 20, 2009 1:43:15 PM
>>>>>
>>>>> *Subject:* Re: Install Asset onto a working Incident/Problem/Change
>>>>> system?
>>>>>
>>>>> ** Joe,
>>>>> Good suggestion, but the installer is not "failing".  It completes
>>>>> happily, but the summary table at the end (and the log files) show many,
>>>>> many def file load errors along the way.
>>>>>
>>>>> Chuck
>>>>>
>>>>> On Mon, Jul 20, 2009 at 1:33 PM, Joe DeSouza wrote:
>>>>>
>>>>>> **
>>>>>> The contents of your Share Application Properties form may
>>>>>> be prompting your installer that Asset

Re: Install Asset onto a working Incident/Problem/Change system?

[Charles Baldi]

No, it appears that the errors were not seen and dealt with.  My suspicion
is that since the apps were installed on a non C: drive that the TEMP/TMP
ENV variables were not set to point to the install disk and some components
failed.  That's the best I can tell from what logs remain.  I'm surprised
that there weren't more obvious operational failures.

Chuck

On Wed, Jul 29, 2009 at 4:23 PM, Howard Richter  wrote:

> ** All I can say is ouch. Could it been the order that items were
> installed in?
>
> Sent from Howard Richter's iPhone
>
> On Jul 29, 2009, at 2:45 PM, Charles Baldi 
> wrote:
>
>  **
>  An update.  Apparently there were some fundamental errors during the
> original install of Incident that were not caught and corrected by that
> team.  These errors were specifically in the area of integration with
> Asset/CMDB.  The BMC-supported direction is a ground-up rebuild, which we
> are doing.
>
> So, not a trivial solution but we have a plan.  Thanks to those who helped.
>
> Regards,
> Chuck Baldi
>
> On Mon, Jul 20, 2009 at 4:43 PM, Charles Baldi wrote:
>
>> This is a development system, but we are prepping for an Asset install
>> into production, which has the identical configuration (and same missing
>> AST:BaseElement).
>>
>> I wonder if it is the "authentication" between the CMDB processes and
>> ARServer.  Any thoughts?  Pending feedback from BMC, I will be trying to
>> poke things with cmdbdriver to see if I get a different response.  I will
>> also try re-applying CMDB 2.1 patch 4 again to.  I have good backups so
>> getting to a known state is not a problem.
>>
>> Chuck
>>
>>   On Mon, Jul 20, 2009 at 4:38 PM, Joe DeSouza wrote:
>>
>>> **
>>> The SHR:Schema Names is not a meta data table so the AR System server
>>> should not really care about that entry if you are using the cmdbdriver to
>>> create that form.
>>>
>>> Is this a test system? If not you may just be better off trying to
>>> reinstall.
>>>
>>> Joe
>>>
>>>  --
>>>  *From:* Charles Baldi 
>>> *To:* arslist@ARSLIST.ORG
>>> *Sent:* Monday, July 20, 2009 4:29:43 PM
>>> *Subject:* Re: Install Asset onto a working Incident/Problem/Change
>>> system?
>>>
>>> ** The SHR:Schema Names form already had an entry, but the arschema table
>>> does not.
>>>
>>>On Mon, Jul 20, 2009 at 4:14 PM, Joe DeSouza wrote:
>>>
>>>> **
>>>> Does the arschema table have an entry for it already?
>>>>
>>>> Joe
>>>>
>>>>  --
>>>> *From:* Charles Baldi 
>>>> *To:* arslist@ARSLIST.ORG
>>>> *Sent:* Monday, July 20, 2009 4:07:55 PM
>>>>
>>>> *Subject:* Re: Install Asset onto a working Incident/Problem/Change
>>>> system?
>>>>
>>>> ** Yes, same errors when importing manually.  Fundamentally these are
>>>> all because the AST:BaseElement form does not exist.  I cannot find a def
>>>> file that imports this and I believe that is because it is expected to be
>>>> built from the CMDB through the Sync Asset UI process (cmdbdriver) which is
>>>> failing to create the form.
>>>>
>>>> Chuck
>>>>
>>>> On Mon, Jul 20, 2009 at 2:52 PM, Joe DeSouza wrote:
>>>>
>>>>> **
>>>>> And manually importing these fails too?
>>>>>
>>>>> Joe
>>>>>
>>>>>  --
>>>>> *From:* Charles Baldi 
>>>>> *To:* arslist@ARSLIST.ORG
>>>>> *Sent:* Monday, July 20, 2009 1:43:15 PM
>>>>>
>>>>> *Subject:* Re: Install Asset onto a working Incident/Problem/Change
>>>>> system?
>>>>>
>>>>> ** Joe,
>>>>> Good suggestion, but the installer is not "failing".  It completes
>>>>> happily, but the summary table at the end (and the log files) show many,
>>>>> many def file load errors along the way.
>>>>>
>>>>> Chuck
>>>>>
>>>>> On Mon, Jul 20, 2009 at 1:33 PM, Joe DeSouza wrote:
>>>>>
>>>>>> **
>>>>>> The contents of your Share Application Properties form may
>>>>>> be prompting your installer that Asset is already installed? Did you try
>>>>>> clearing the Asset related entries in t

Re: Install Asset onto a working Incident/Problem/Change system?

[Charles Baldi]

An update.  Apparently there were some fundamental errors during the
original install of Incident that were not caught and corrected by that
team.  These errors were specifically in the area of integration with
Asset/CMDB.  The BMC-supported direction is a ground-up rebuild, which we
are doing.

So, not a trivial solution but we have a plan.  Thanks to those who helped.

Regards,
Chuck Baldi

On Mon, Jul 20, 2009 at 4:43 PM, Charles Baldi wrote:

> This is a development system, but we are prepping for an Asset install into
> production, which has the identical configuration (and same missing
> AST:BaseElement).
>
> I wonder if it is the "authentication" between the CMDB processes and
> ARServer.  Any thoughts?  Pending feedback from BMC, I will be trying to
> poke things with cmdbdriver to see if I get a different response.  I will
> also try re-applying CMDB 2.1 patch 4 again to.  I have good backups so
> getting to a known state is not a problem.
>
> Chuck
>
>   On Mon, Jul 20, 2009 at 4:38 PM, Joe DeSouza wrote:
>
>> **
>> The SHR:Schema Names is not a meta data table so the AR System server
>> should not really care about that entry if you are using the cmdbdriver to
>> create that form.
>>
>> Is this a test system? If not you may just be better off trying to
>> reinstall.
>>
>> Joe
>>
>>  --
>>  *From:* Charles Baldi 
>> *To:* arslist@ARSLIST.ORG
>> *Sent:* Monday, July 20, 2009 4:29:43 PM
>> *Subject:* Re: Install Asset onto a working Incident/Problem/Change
>> system?
>>
>> ** The SHR:Schema Names form already had an entry, but the arschema table
>> does not.
>>
>>On Mon, Jul 20, 2009 at 4:14 PM, Joe DeSouza wrote:
>>
>>> **
>>> Does the arschema table have an entry for it already?
>>>
>>> Joe
>>>
>>>  --
>>> *From:* Charles Baldi 
>>> *To:* arslist@ARSLIST.ORG
>>> *Sent:* Monday, July 20, 2009 4:07:55 PM
>>>
>>> *Subject:* Re: Install Asset onto a working Incident/Problem/Change
>>> system?
>>>
>>> ** Yes, same errors when importing manually.  Fundamentally these are
>>> all because the AST:BaseElement form does not exist.  I cannot find a def
>>> file that imports this and I believe that is because it is expected to be
>>> built from the CMDB through the Sync Asset UI process (cmdbdriver) which is
>>> failing to create the form.
>>>
>>> Chuck
>>>
>>> On Mon, Jul 20, 2009 at 2:52 PM, Joe DeSouza wrote:
>>>
>>>> **
>>>> And manually importing these fails too?
>>>>
>>>> Joe
>>>>
>>>>  --
>>>> *From:* Charles Baldi 
>>>> *To:* arslist@ARSLIST.ORG
>>>> *Sent:* Monday, July 20, 2009 1:43:15 PM
>>>>
>>>> *Subject:* Re: Install Asset onto a working Incident/Problem/Change
>>>> system?
>>>>
>>>> ** Joe,
>>>> Good suggestion, but the installer is not "failing".  It completes
>>>> happily, but the summary table at the end (and the log files) show many,
>>>> many def file load errors along the way.
>>>>
>>>> Chuck
>>>>
>>>> On Mon, Jul 20, 2009 at 1:33 PM, Joe DeSouza wrote:
>>>>
>>>>> **
>>>>> The contents of your Share Application Properties form may be prompting
>>>>> your installer that Asset is already installed? Did you try clearing the
>>>>> Asset related entries in the Share Application Properties (entries with 
>>>>> the
>>>>> current version you are trying to install) form and then trying to install
>>>>> it?
>>>>>
>>>>> If you choose the route to clear those entries, I would suggest that
>>>>> you take a backup of these entries and then delete them just in case you
>>>>> need to revert.
>>>>>
>>>>> Joe
>>>>>
>>>>>  --
>>>>>  *From:* Charles Baldi 
>>>>> *To:* arslist@ARSLIST.ORG
>>>>> *Sent:* Monday, July 20, 2009 1:17:54 PM
>>>>>
>>>>> *Subject:* Re: Install Asset onto a working Incident/Problem/Change
>>>>> system?
>>>>>
>>>>> **
>>>>>   So when I try to install Asset, I get 60 failed objects under the
>>>>> ast component and the culprit appears to be that

Re: Dialogs/ Pop ups on Mid Tier - Remedy version 7.1

[Charles Baldi]

Is it possible that this user does not have permissions to run active links
on the form that are setting the data?  Or perhaps no permissions on the
field used in the qual of the first erroring AL.  The first error should
indicate which AL it is coming from.  Look to see what field it is using in
it's search and check its permissions or that of any ALs that shove data
into it (if it is a display-only field.)

Regards,
Chuck Baldi

On Fri, Jul 24, 2009 at 8:34 AM, RMUSR2009  wrote:

> One the user is facing this strange issue. When he tries to search the web
> for Incidents or Change Requests, he gets a dialog box with an error
>
> "No item matches active link conditions; this operation has been defined so
> that no match generates an error. (ARERR 9278)"
>
> on clicking Ok, one more web dialog appears
>
> "Data Types are not appropriate for relational operation (ARERR 313)"
> followed by a confirm save request dialog box.
>
> This user has only Incident viewer and Infrastructuer change Viewer
> permission. This absolutely works fine on the QA environment for the same
> user with same permissions.
>
> When I login with my Id on his machine, it works fine for me without any
> pop
> ups. This issues is there for his entire group. I tried deleting cookies,
> but didnt help.
>
> Has anybody faced this issue before? Please suggest.
> --
> View this message in context:
> http://www.nabble.com/Dialogs--Pop-ups-on-Mid-Tier---Remedy-version-7.1-tp24643387p24643387.html
> Sent from the ARS (Action Request System) mailing list archive at
> Nabble.com.
>
>
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Re: How to create a new field on SYS:Status Query Rules

[Charles Baldi]

This is a result of the goofy way that status (or other) values are handled
in the ITSM apps.  In addition to adding your entry, you also need to update
the CTM:CFG-ApplicationPreferences form, and modify the attributes on the
appropriate hidden "status" fields to also add your new search name and
selection id.  Since you are adding a change-related search you need to
update field 101740 - Infrastructure Change Status, though if you look
closely ALL those status fields have entries for all other field's searches.

They could easily have made this completely data-driven, but there are still
these lingering hidden fields.  Sigh.

Regards,
Chuck Baldi

On Wed, Jul 22, 2009 at 5:23 PM, Meyer, Jennifer L <
jennifer.me...@its.nc.gov> wrote:

> Does anyone know how to create a new field on SYS:Status Query Rules?
>
> SYS:Status Query Rules is the form that determines those nifty menus on the
> Overview Console.  I've been trying to create a new entry for
> CHG:Infrastructure Change, but the menu item shows up and puts a blank value
> in the field and shows me every single change my group has ever created.
>
> You can modify an existing entry, but new entries don't seem to be setting
> properly.  Here's a snippet from the active link log.
>
> From the active link worklogs, these are the relevant bits of workflow that
> matter in the action of active link CTM:IPF:CRQStatus_100_SetOnModify.  In
> this first work log snippet, the status is set to "All Scheduled Changes",
> which relates to Infrastructure Change statuses 6 and 7.  The statuses are
> set correctly here.
>
>
>  Checking CTM:IPF:CRQStatus_100_SetOnModify (100)
>  -> Passed qualification -- perform if actions
>   0: Set Fields
>
>  z1D Integer01 (100077) = 22000
>   1: Set Fields
>
>  Infrastructure Change Status (101740) = 22000
>  CRQ Integer Status01 (101776) = 6
>  CRQ Integer Status02 (101777) = 7
>   2: Set Fields
>
>  Change Status (301604500) = All Scheduled Changes
>
> In this second work log snippet, the status is set to "All Draft or Open
> Changes", which relates to Infrastructure Change statuses 0 through 8.  The
> statuses are set to $\NULL$ here.
>
>  Checking CTM:IPF:CRQStatus_100_SetOnModify (100)
>  -> Passed qualification -- perform if actions
>   0: Set Fields
>
>  z1D Integer01 (100077) = 19101
>   1: Set Fields
>
>  Infrastructure Change Status (101740) = ""
>  CRQ Integer Status01 (101776) = 0
>  CRQ Integer Status02 (101777) = 8
>   2: Set Fields
>
>  Change Status (301604500) = ""
>
> The confusing portion of this is the disregard which the workflow seems to
> show for new records created in the form SYS:Status Query Rules.  I have
> attempted to create new records with the Infrastructure Change Statuses
> 19101, 16600, 19050, and 17001.  All are treated in the same manner;
> however, as the below snippet of work log demonstrates, an existing record
> can be changed to include a wider range of statuses with no ill effect.
>  I've also tried to export an existing record, modify the record, and import
> the modified record, with the same results.
>
> The below is an existing record that has been modified.  It works fine.
>
>  Checking CTM:IPF:CRQStatus_100_SetOnModify (100)
>  -> Passed qualification -- perform if actions
>   0: Set Fields
>
>  z1D Integer01 (100077) = 19000
>   1: Set Fields
>
>  Infrastructure Change Status (101740) = 19000
>  CRQ Integer Status01 (101776) = 0
>  CRQ Integer Status02 (101777) = 9
>   2: Set Fields
>
>  Change Status (301604500) = All Draft Changes
>
>
>
> AR System 7.0.3 P6
> ITSM 7.0.1 P7
>
>
> Jennifer Meyer
> Remedy Technical Support Specialist
> State of North Carolina
> Office of Information Technology Services
> Service Delivery Division ITSM & ITAM Services
> Office: 919-754-6543
> ITS Service Desk: 919-754-6000
> jennifer.me...@its.nc.gov
> http://its.state.nc.us
>
> E-mail correspondence to and from this address may be subject to the North
> Carolina Public Records Law and may be disclosed to third parties only by an
> authorized State Official.
>
>
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Re: Install Asset onto a working Incident/Problem/Change system?

[Charles Baldi]

This is a development system, but we are prepping for an Asset install into
production, which has the identical configuration (and same missing
AST:BaseElement).

I wonder if it is the "authentication" between the CMDB processes and
ARServer.  Any thoughts?  Pending feedback from BMC, I will be trying to
poke things with cmdbdriver to see if I get a different response.  I will
also try re-applying CMDB 2.1 patch 4 again to.  I have good backups so
getting to a known state is not a problem.

Chuck

On Mon, Jul 20, 2009 at 4:38 PM, Joe DeSouza  wrote:

> **
> The SHR:Schema Names is not a meta data table so the AR System server
> should not really care about that entry if you are using the cmdbdriver to
> create that form.
>
> Is this a test system? If not you may just be better off trying to
> reinstall.
>
> Joe
>
>  ------
>  *From:* Charles Baldi 
> *To:* arslist@ARSLIST.ORG
> *Sent:* Monday, July 20, 2009 4:29:43 PM
> *Subject:* Re: Install Asset onto a working Incident/Problem/Change
> system?
>
> ** The SHR:Schema Names form already had an entry, but the arschema table
> does not.
>
>On Mon, Jul 20, 2009 at 4:14 PM, Joe DeSouza wrote:
>
>> **
>> Does the arschema table have an entry for it already?
>>
>> Joe
>>
>>  --
>> *From:* Charles Baldi 
>> *To:* arslist@ARSLIST.ORG
>> *Sent:* Monday, July 20, 2009 4:07:55 PM
>>
>> *Subject:* Re: Install Asset onto a working Incident/Problem/Change
>> system?
>>
>> ** Yes, same errors when importing manually.  Fundamentally these are all
>> because the AST:BaseElement form does not exist.  I cannot find a def file
>> that imports this and I believe that is because it is expected to be built
>> from the CMDB through the Sync Asset UI process (cmdbdriver) which is
>> failing to create the form.
>>
>> Chuck
>>
>> On Mon, Jul 20, 2009 at 2:52 PM, Joe DeSouza wrote:
>>
>>> **
>>> And manually importing these fails too?
>>>
>>> Joe
>>>
>>>  --
>>> *From:* Charles Baldi 
>>> *To:* arslist@ARSLIST.ORG
>>> *Sent:* Monday, July 20, 2009 1:43:15 PM
>>>
>>> *Subject:* Re: Install Asset onto a working Incident/Problem/Change
>>> system?
>>>
>>> ** Joe,
>>> Good suggestion, but the installer is not "failing".  It completes
>>> happily, but the summary table at the end (and the log files) show many,
>>> many def file load errors along the way.
>>>
>>> Chuck
>>>
>>> On Mon, Jul 20, 2009 at 1:33 PM, Joe DeSouza wrote:
>>>
>>>> **
>>>> The contents of your Share Application Properties form may be prompting
>>>> your installer that Asset is already installed? Did you try clearing the
>>>> Asset related entries in the Share Application Properties (entries with the
>>>> current version you are trying to install) form and then trying to install
>>>> it?
>>>>
>>>> If you choose the route to clear those entries, I would suggest that you
>>>> take a backup of these entries and then delete them just in case you need 
>>>> to
>>>> revert.
>>>>
>>>> Joe
>>>>
>>>>  --
>>>>  *From:* Charles Baldi 
>>>> *To:* arslist@ARSLIST.ORG
>>>> *Sent:* Monday, July 20, 2009 1:17:54 PM
>>>>
>>>> *Subject:* Re: Install Asset onto a working Incident/Problem/Change
>>>> system?
>>>>
>>>> **
>>>>   So when I try to install Asset, I get 60 failed objects under the ast
>>>> component and the culprit appears to be that the system is unable to create
>>>> AST:BaseElement.  If I try to force the creation using Sync Asset UI, I get
>>>> the cryptic logs:
>>>>
>>>> Start processing of form AST:BaseElement
>>>> Creating new form
>>>> Will fetch display infor for form AST:BaseElement
>>>> Will make the new Form AST:BaseElement that is an inner join on
>>>> BMC.CORE:BMC_BaseElement
>>>> Failed to create Form for: AST:BaseElement
>>>> Form does not exist on server
>>>> AST:BaseElement
>>>>
>>>> Of course the AST:BaseElement does not exist, that is why I am creating
>>>> it!  Has anyone seen this before or have suggestions on how to fix this?
>>>>
>>>> - I am logged-in as Demo with proper (administrator)

Re: Install Asset onto a working Incident/Problem/Change system?

[Charles Baldi]

The SHR:Schema Names form already had an entry, but the arschema table does
not.

On Mon, Jul 20, 2009 at 4:14 PM, Joe DeSouza  wrote:

> **
> Does the arschema table have an entry for it already?
>
> Joe
>
>  ------
> *From:* Charles Baldi 
> *To:* arslist@ARSLIST.ORG
> *Sent:* Monday, July 20, 2009 4:07:55 PM
>
> *Subject:* Re: Install Asset onto a working Incident/Problem/Change
> system?
>
> ** Yes, same errors when importing manually.  Fundamentally these are all
> because the AST:BaseElement form does not exist.  I cannot find a def file
> that imports this and I believe that is because it is expected to be built
> from the CMDB through the Sync Asset UI process (cmdbdriver) which is
> failing to create the form.
>
> Chuck
>
> On Mon, Jul 20, 2009 at 2:52 PM, Joe DeSouza  wrote:
>
>> **
>> And manually importing these fails too?
>>
>> Joe
>>
>>  --
>> *From:* Charles Baldi 
>> *To:* arslist@ARSLIST.ORG
>> *Sent:* Monday, July 20, 2009 1:43:15 PM
>>
>> *Subject:* Re: Install Asset onto a working Incident/Problem/Change
>> system?
>>
>> ** Joe,
>> Good suggestion, but the installer is not "failing".  It completes
>> happily, but the summary table at the end (and the log files) show many,
>> many def file load errors along the way.
>>
>> Chuck
>>
>> On Mon, Jul 20, 2009 at 1:33 PM, Joe DeSouza wrote:
>>
>>> **
>>> The contents of your Share Application Properties form may be prompting
>>> your installer that Asset is already installed? Did you try clearing the
>>> Asset related entries in the Share Application Properties (entries with the
>>> current version you are trying to install) form and then trying to install
>>> it?
>>>
>>> If you choose the route to clear those entries, I would suggest that you
>>> take a backup of these entries and then delete them just in case you need to
>>> revert.
>>>
>>> Joe
>>>
>>>  --
>>>  *From:* Charles Baldi 
>>> *To:* arslist@ARSLIST.ORG
>>> *Sent:* Monday, July 20, 2009 1:17:54 PM
>>>
>>> *Subject:* Re: Install Asset onto a working Incident/Problem/Change
>>> system?
>>>
>>> **
>>>   So when I try to install Asset, I get 60 failed objects under the ast
>>> component and the culprit appears to be that the system is unable to create
>>> AST:BaseElement.  If I try to force the creation using Sync Asset UI, I get
>>> the cryptic logs:
>>>
>>> Start processing of form AST:BaseElement
>>> Creating new form
>>> Will fetch display infor for form AST:BaseElement
>>> Will make the new Form AST:BaseElement that is an inner join on
>>> BMC.CORE:BMC_BaseElement
>>> Failed to create Form for: AST:BaseElement
>>> Form does not exist on server
>>> AST:BaseElement
>>>
>>> Of course the AST:BaseElement does not exist, that is why I am creating
>>> it!  Has anyone seen this before or have suggestions on how to fix this?
>>>
>>> - I am logged-in as Demo with proper (administrator) privs
>>> - I confirm that Demo can create forms
>>> - I tried "forcing" things by creating a fake AST:BaseElement form
>>>
>>> I still get the can't create message.  Have a call in with BMC but no
>>> response in over 24 hours :-(
>>>
>>> Chuck
>>>
>>>
>>> On Thu, Jul 16, 2009 at 2:19 PM, strauss  wrote:
>>>
>>>> **
>>>>
>>>> No.
>>>>
>>>> Install Asset 7.0.03 which is current to patch 003.
>>>>
>>>> Install Patch 007 which will bring Asset up to 007, but unfortunately
>>>> will overwrite any changes 008 made to the other apps.
>>>>
>>>> Install Patch 008 or 009 which will bring ALL of the apps to the same
>>>> level.
>>>>
>>>>
>>>>
>>>> We went live on 007 in Spring 08 but were looking at patching ITSM to
>>>> 008 or 009 this spring, while also trying to get the ITSM Suite licensing
>>>> that would have given us Asset (the only one we lack).  It was not funded,
>>>> but we delayed our patching until after that decision so as to avoid the
>>>> situation that you are in.  Applying 007 at our site requires that I
>>>> reconstruct a _*lot*_ of customizations in Incident – learned and
>>>> documented

Re: Install Asset onto a working Incident/Problem/Change system?

[Charles Baldi]

Yes, same errors when importing manually.  Fundamentally these are all
because the AST:BaseElement form does not exist.  I cannot find a def file
that imports this and I believe that is because it is expected to be built
from the CMDB through the Sync Asset UI process (cmdbdriver) which is
failing to create the form.

Chuck

On Mon, Jul 20, 2009 at 2:52 PM, Joe DeSouza  wrote:

> **
> And manually importing these fails too?
>
> Joe
>
>  ------
> *From:* Charles Baldi 
> *To:* arslist@ARSLIST.ORG
> *Sent:* Monday, July 20, 2009 1:43:15 PM
>
> *Subject:* Re: Install Asset onto a working Incident/Problem/Change
> system?
>
> ** Joe,
> Good suggestion, but the installer is not "failing".  It completes happily,
> but the summary table at the end (and the log files) show many, many def
> file load errors along the way.
>
> Chuck
>
> On Mon, Jul 20, 2009 at 1:33 PM, Joe DeSouza  wrote:
>
>> **
>> The contents of your Share Application Properties form may be prompting
>> your installer that Asset is already installed? Did you try clearing the
>> Asset related entries in the Share Application Properties (entries with the
>> current version you are trying to install) form and then trying to install
>> it?
>>
>> If you choose the route to clear those entries, I would suggest that you
>> take a backup of these entries and then delete them just in case you need to
>> revert.
>>
>> Joe
>>
>>  --
>>  *From:* Charles Baldi 
>> *To:* arslist@ARSLIST.ORG
>> *Sent:* Monday, July 20, 2009 1:17:54 PM
>>
>> *Subject:* Re: Install Asset onto a working Incident/Problem/Change
>> system?
>>
>> **
>>   So when I try to install Asset, I get 60 failed objects under the ast
>> component and the culprit appears to be that the system is unable to create
>> AST:BaseElement.  If I try to force the creation using Sync Asset UI, I get
>> the cryptic logs:
>>
>> Start processing of form AST:BaseElement
>> Creating new form
>> Will fetch display infor for form AST:BaseElement
>> Will make the new Form AST:BaseElement that is an inner join on
>> BMC.CORE:BMC_BaseElement
>> Failed to create Form for: AST:BaseElement
>> Form does not exist on server
>> AST:BaseElement
>>
>> Of course the AST:BaseElement does not exist, that is why I am creating
>> it!  Has anyone seen this before or have suggestions on how to fix this?
>>
>> - I am logged-in as Demo with proper (administrator) privs
>> - I confirm that Demo can create forms
>> - I tried "forcing" things by creating a fake AST:BaseElement form
>>
>> I still get the can't create message.  Have a call in with BMC but no
>> response in over 24 hours :-(
>>
>> Chuck
>>
>>
>> On Thu, Jul 16, 2009 at 2:19 PM, strauss  wrote:
>>
>>> **
>>>
>>> No.
>>>
>>> Install Asset 7.0.03 which is current to patch 003.
>>>
>>> Install Patch 007 which will bring Asset up to 007, but unfortunately
>>> will overwrite any changes 008 made to the other apps.
>>>
>>> Install Patch 008 or 009 which will bring ALL of the apps to the same
>>> level.
>>>
>>>
>>>
>>> We went live on 007 in Spring 08 but were looking at patching ITSM to 008
>>> or 009 this spring, while also trying to get the ITSM Suite licensing that
>>> would have given us Asset (the only one we lack).  It was not funded, but we
>>> delayed our patching until after that decision so as to avoid the situation
>>> that you are in.  Applying 007 at our site requires that I reconstruct a _
>>> *lot*_ of customizations in Incident – learned and documented when we
>>> went from 006 to 007 just before go live in May 08, whereas 008 and 009 had
>>> very little effect on Incident (better designed patches) and mostly applied
>>> to Change and Task which we have not customized.
>>>
>>>
>>>
>>> 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:
>> arsl...@arslist.org] *On Behalf Of *Charles Baldi
>> *Sent:* Thursday, July 16, 2009 1:12 PM
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* Re: Install Asset onto a working Incident/Problem/Change
>> system?
>>
>>
>>
>>

Re: Install Asset onto a working Incident/Problem/Change system?

[Charles Baldi]

Joe,
Good suggestion, but the installer is not "failing".  It completes happily,
but the summary table at the end (and the log files) show many, many def
file load errors along the way.

Chuck

On Mon, Jul 20, 2009 at 1:33 PM, Joe DeSouza  wrote:

> **
> The contents of your Share Application Properties form may be prompting
> your installer that Asset is already installed? Did you try clearing the
> Asset related entries in the Share Application Properties (entries with the
> current version you are trying to install) form and then trying to install
> it?
>
> If you choose the route to clear those entries, I would suggest that you
> take a backup of these entries and then delete them just in case you need to
> revert.
>
> Joe
>
>  ------
>  *From:* Charles Baldi 
> *To:* arslist@ARSLIST.ORG
> *Sent:* Monday, July 20, 2009 1:17:54 PM
>
> *Subject:* Re: Install Asset onto a working Incident/Problem/Change
> system?
>
> **
>   So when I try to install Asset, I get 60 failed objects under the ast
> component and the culprit appears to be that the system is unable to create
> AST:BaseElement.  If I try to force the creation using Sync Asset UI, I get
> the cryptic logs:
>
> Start processing of form AST:BaseElement
> Creating new form
> Will fetch display infor for form AST:BaseElement
> Will make the new Form AST:BaseElement that is an inner join on
> BMC.CORE:BMC_BaseElement
> Failed to create Form for: AST:BaseElement
> Form does not exist on server
> AST:BaseElement
>
> Of course the AST:BaseElement does not exist, that is why I am creating
> it!  Has anyone seen this before or have suggestions on how to fix this?
>
> - I am logged-in as Demo with proper (administrator) privs
> - I confirm that Demo can create forms
> - I tried "forcing" things by creating a fake AST:BaseElement form
>
> I still get the can't create message.  Have a call in with BMC but no
> response in over 24 hours :-(
>
> Chuck
>
>
> On Thu, Jul 16, 2009 at 2:19 PM, strauss  wrote:
>
>> **
>>
>> No.
>>
>> Install Asset 7.0.03 which is current to patch 003.
>>
>> Install Patch 007 which will bring Asset up to 007, but unfortunately will
>> overwrite any changes 008 made to the other apps.
>>
>> Install Patch 008 or 009 which will bring ALL of the apps to the same
>> level.
>>
>>
>>
>> We went live on 007 in Spring 08 but were looking at patching ITSM to 008
>> or 009 this spring, while also trying to get the ITSM Suite licensing that
>> would have given us Asset (the only one we lack).  It was not funded, but we
>> delayed our patching until after that decision so as to avoid the situation
>> that you are in.  Applying 007 at our site requires that I reconstruct a _
>> *lot*_ of customizations in Incident – learned and documented when we
>> went from 006 to 007 just before go live in May 08, whereas 008 and 009 had
>> very little effect on Incident (better designed patches) and mostly applied
>> to Change and Task which we have not customized.
>>
>>
>>
>> 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:
> arsl...@arslist.org] *On Behalf Of *Charles Baldi
> *Sent:* Thursday, July 16, 2009 1:12 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Install Asset onto a working Incident/Problem/Change
> system?
>
>
>
> **
>
> To clarify, we do have CMDB 2.1.0 at patch 4.
>
>
>
> Our first attempt to install Asset resulted in a pile of errors against
> missing forms (e.g., AST:PurchaseLineItemAssetJoin).  I was puzzled because
> I expected the Asset install to handle all the AST forms.  Perhaps this is
> because we are at ITSM patch 008?
>
>
>
> So Chris, you are saying that we should
>
> 1.  Install ITSM patch 007 (downgrade)
>
> 2.  Install Asset
>
> 3.  Re-apply patch008
>
>
>
> Chuck
>
> On Thu, Jul 16, 2009 at 2:07 PM, strauss  wrote:
>
> **
>
> Asset installs at patch 003, and cannot be brought up to patch 008 without
> first running patch 007, the last patch to include patches 004-006.  Because
> patch 007 will apply to ALL ITSM apps, it will knock ALL of your other apps
> back to 007.  Then you can run 008 against everything.  The release notes
> for 009 were very specific about all of this… not sure about 008.  If you
> had to do any post 008 cleanup on Incident, etc., you will have to do it
> again.
>
>

Re: Install Asset onto a working Incident/Problem/Change system?

[Charles Baldi]

So when I try to install Asset, I get 60 failed objects under the ast
component and the culprit appears to be that the system is unable to create
AST:BaseElement.  If I try to force the creation using Sync Asset UI, I get
the cryptic logs:

Start processing of form AST:BaseElement
Creating new form
Will fetch display infor for form AST:BaseElement
Will make the new Form AST:BaseElement that is an inner join on
BMC.CORE:BMC_BaseElement
Failed to create Form for: AST:BaseElement
Form does not exist on server
AST:BaseElement

Of course the AST:BaseElement does not exist, that is why I am creating it!
Has anyone seen this before or have suggestions on how to fix this?

- I am logged-in as Demo with proper (administrator) privs
- I confirm that Demo can create forms
- I tried "forcing" things by creating a fake AST:BaseElement form

I still get the can't create message.  Have a call in with BMC but no
response in over 24 hours :-(

Chuck


On Thu, Jul 16, 2009 at 2:19 PM, strauss  wrote:

> **
>
> No.
>
> Install Asset 7.0.03 which is current to patch 003.
>
> Install Patch 007 which will bring Asset up to 007, but unfortunately will
> overwrite any changes 008 made to the other apps.
>
> Install Patch 008 or 009 which will bring ALL of the apps to the same
> level.
>
>
>
> We went live on 007 in Spring 08 but were looking at patching ITSM to 008
> or 009 this spring, while also trying to get the ITSM Suite licensing that
> would have given us Asset (the only one we lack).  It was not funded, but we
> delayed our patching until after that decision so as to avoid the situation
> that you are in.  Applying 007 at our site requires that I reconstruct a _
> *lot*_ of customizations in Incident – learned and documented when we went
> from 006 to 007 just before go live in May 08, whereas 008 and 009 had very
> little effect on Incident (better designed patches) and mostly applied to
> Change and Task which we have not customized.
>
>
>
> 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:
> arsl...@arslist.org] *On Behalf Of *Charles Baldi
> *Sent:* Thursday, July 16, 2009 1:12 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Install Asset onto a working Incident/Problem/Change
> system?
>
>
>
> **
>
> To clarify, we do have CMDB 2.1.0 at patch 4.
>
>
>
> Our first attempt to install Asset resulted in a pile of errors against
> missing forms (e.g., AST:PurchaseLineItemAssetJoin).  I was puzzled because
> I expected the Asset install to handle all the AST forms.  Perhaps this is
> because we are at ITSM patch 008?
>
>
>
> So Chris, you are saying that we should
>
> 1.  Install ITSM patch 007 (downgrade)
>
> 2.  Install Asset
>
> 3.  Re-apply patch008
>
>
>
> Chuck
>
> On Thu, Jul 16, 2009 at 2:07 PM, strauss  wrote:
>
> **
>
> Asset installs at patch 003, and cannot be brought up to patch 008 without
> first running patch 007, the last patch to include patches 004-006.  Because
> patch 007 will apply to ALL ITSM apps, it will knock ALL of your other apps
> back to 007.  Then you can run 008 against everything.  The release notes
> for 009 were very specific about all of this… not sure about 008.  If you
> had to do any post 008 cleanup on Incident, etc., you will have to do it
> again.
>
>
>
> 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:
> arsl...@arslist.org] *On Behalf Of *Charles Baldi
> *Sent:* Thursday, July 16, 2009 12:43 PM
> *To:* arslist@ARSLIST.ORG
>
>
> *Subject:* Install Asset onto a working Incident/Problem/Change system?
>
>
>
> **
>
> Hello list,
>
> We have been asked to install Asset Management into an existing
> configuration that already has Incident, Problem, and Change.  Our current
> configs are:
>
> ARS 1.7 p005
>
> Incident/Problem/Change 7.0.03, p008
>
> Windows 2003 server
>
> SQL Server 2005
>
>
>
> We are opening an issue with BMC to get some direction, but I wondered if
> anyone else has experience in "retro fitting" Asset into an existing ITSM
> install.  I'm hoping to be able to do this without doing a ground-up install
> with Asset first, then Incident/Problem/Change, then patch, then re-apply
> customizations.  Am I dreaming?
>
>
>
> Thanks in advance,
>
> Chuck Baldi
>
>
>
>
>
> _Platinum Sponsor:

Re: Overview Console

[Charles Baldi]

To get the value of a field to show up on the Overview Console, you need to
add a data record to the SHR:ARDBCFields form for each application from
which you want to display the data (Incident, Change, Task, etc.)  Look at
the existing records as amodel.  You must restart the ARServer (or at least
the Plugin Server) for these changes to take effect.

To add a custom field to the Overview Console, you first add the custom
field to the SHR:ARDBC_OverviewConsole form.  Then you add the data record
to the SHR:ARDBCFields form as described above.  Restart the plugin server.

Remember that you need to have a data record in the SHR:ARDBCFeilds form
that matches every application the data will be coming from.  Note that the
field IDs in the sending app do not need to be identical to the field ID in
the SHR:ARDBC_OverviewConsole form.

Regards,
Chuck Baldi

On Thu, Jul 16, 2009 at 2:27 PM, Lyle Taylor  wrote:

> **
>
> If I could piggyback on this question a bit (since I think the answer to my
> question is probably very closely related to the answer for Kevin’s
> question), does anyone know what would be required in order to include a new
> (custom) record type in the table on the overview console?  It looks like
> there is a plugin (ardbcQuery) that retrieves the data for this table, but I
> don’t know if the plugin is written specifically for this form, or if there
> is configuration data that tells it what to retrieve for this form.
>
>
>
> Thanks,
> Lyle
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Begosh, Kevin
> *Sent:* Thursday, July 16, 2009 12:16 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Overview Console
>
>
>
> **
>
> I am trying to add a column to the overview console table and it does not
> appear to be working.  I added the column but no data is coming in.  Has
> anyone ever added columns to that table.
>
>
>
> The table called Assigned Work
>
>
>
> I am trying to add the fields Assignee Group, and Assignee
>
>
>
> I am on windows 2003 server, SQL 2005 DB, AR System 7.1 patch 2, and AR
> Applications 7.02 patch 5
>
>
>
> Kevin Begosh, RSP
>
> Remedy Development
>
> ACE-IT
>
> IS&GS Defense
>
> 301-791-3540 Phone
>
> 410-422-3623 Cell
>
> kevin.beg...@lmco.com
>
>
>
> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
> Are"_
>
>
>
> NOTICE: This email message is for the sole use of the intended recipient(s)
> and may contain confidential and privileged information. Any unauthorized
> review, use, disclosure or distribution is prohibited. If you are not the
> intended recipient, please contact the sender by reply email and destroy all
> copies of the original message.
>  _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
> Are"_
>

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Re: Install Asset onto a working Incident/Problem/Change system?

[Charles Baldi]

To clarify, we do have CMDB 2.1.0 at patch 4.

Our first attempt to install Asset resulted in a pile of errors against
missing forms (e.g., AST:PurchaseLineItemAssetJoin).  I was puzzled because
I expected the Asset install to handle all the AST forms.  Perhaps this is
because we are at ITSM patch 008?

So Chris, you are saying that we should
1.  Install ITSM patch 007 (downgrade)
2.  Install Asset
3.  Re-apply patch008

Chuck

On Thu, Jul 16, 2009 at 2:07 PM, strauss  wrote:

> **
>
> Asset installs at patch 003, and cannot be brought up to patch 008 without
> first running patch 007, the last patch to include patches 004-006.  Because
> patch 007 will apply to ALL ITSM apps, it will knock ALL of your other apps
> back to 007.  Then you can run 008 against everything.  The release notes
> for 009 were very specific about all of this… not sure about 008.  If you
> had to do any post 008 cleanup on Incident, etc., you will have to do it
> again.
>
>
>
> 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:
> arsl...@arslist.org] *On Behalf Of *Charles Baldi
> *Sent:* Thursday, July 16, 2009 12:43 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Install Asset onto a working Incident/Problem/Change system?
>
>
>
> **
>
> Hello list,
>
> We have been asked to install Asset Management into an existing
> configuration that already has Incident, Problem, and Change.  Our current
> configs are:
>
> ARS 1.7 p005
>
> Incident/Problem/Change 7.0.03, p008
>
> Windows 2003 server
>
> SQL Server 2005
>
>
>
> We are opening an issue with BMC to get some direction, but I wondered if
> anyone else has experience in "retro fitting" Asset into an existing ITSM
> install.  I'm hoping to be able to do this without doing a ground-up install
> with Asset first, then Incident/Problem/Change, then patch, then re-apply
> customizations.  Am I dreaming?
>
>
>
> Thanks in advance,
>
> Chuck Baldi
>
>
>
>
>
> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
> Are"_
>  _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
> Are"_
>

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Install Asset onto a working Incident/Problem/Change system?

[Charles Baldi]

Hello list,
We have been asked to install Asset Management into an existing
configuration that already has Incident, Problem, and Change.  Our current
configs are:
ARS 1.7 p005
Incident/Problem/Change 7.0.03, p008
Windows 2003 server
SQL Server 2005

We are opening an issue with BMC to get some direction, but I wondered if
anyone else has experience in "retro fitting" Asset into an existing ITSM
install.  I'm hoping to be able to do this without doing a ground-up install
with Asset first, then Incident/Problem/Change, then patch, then re-apply
customizations.  Am I dreaming?

Thanks in advance,
Chuck Baldi

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Re: Display URL as hyperlink in Mid-Tier just as in Windows client

[Charles Baldi]

David,
Thanks.  Even more reason to move to 7.5 :-)

On Mon, Jun 29, 2009 at 1:39 PM, Easter, David  wrote:

> **
>
> Note, that while not an exact solution for your particular situation, AR
> System 7.5.00 did introduce the feature of text formatting templates.  With
> a template, you can take information stored in a field and place
> pre-formatted HTML around the data – e.g. encasing a URL in   to make
> it clickable in a browser:
>
>
>
> *Text formatting template and rich text formatting*
>
>
>
> Templates are a method of formatting text dynamically for presentation in
> AR System. The data included in templates is specified through parameters
> that the client workflow substitutes at runtime. Templates can be used to
> format text in tooltips and view fields.
>
>
>
> Templates are stored as HTML file attachments in the AR System Resource
> Definitions form, which enables you to store information about the template.
> A template is HTML code with parameters or field IDs. The template can be a
> complete HTML document (starting and ending with  and  tags)
> or a portion (snippet) of an HTML document (for example, a group of table
> rows).
>
>
>
> A template can be processed using either of these methods:
>
> · Create a Set Fields workflow action that uses the TEMPLATE function
> to place content into a character field or a view field.
>
> ·  Bind a template directly to a view field. Use this method when
> you do not need to calculate parameter values in workflow.
>
>
>
> Templates can be nested within templates, either by using workflow to
> generate content from a template with an HTML snippet and placing it into a
> hidden field, or by using the TEMPLATE function within another TEMPLATE 
> function.
> A message action of the type Tooltip can display the HTML generated by an
> earlier Set Fields action.
>
>
>
> For more information about templates, see Chapter 10, “Using templates,” in
> the *Form and Application Objects Guide*.
>
>
>
> -David J. Easter
>
> Sr. Product Manager, Solution Strategy and Development
>
> BMC Software, Inc.
>
>
>
> 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 public relations representative for BMC Software,
> Inc.
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Charles Baldi
> *Sent:* Monday, June 29, 2009 10:14 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Display URL as hyperlink in Mid-Tier just as in Windows
> client
>
>
>
> ** Thanks, I just saw the KB article myself.
>
> On Mon, Jun 29, 2009 at 1:08 PM, Thad K Esser  wrote:
>
> We just had the same question a few weeks ago.  BMC has a kb article on it
> (KM-00012134) that reads:
>
>  "This is a limitation of HTML code in and of itself for form input
> tags of text and textarea. These types of fields do not allow for active
> hyperlinks to be displayed. The fields would have to be displayed as
> something other than a text form field or a textarea form field in html
> code for it to work."
>
> and then they give a workaround that wasn't worth using for us.
>
> Hope that helps.
> Thad Esser
> Remedy Developer
> "Did you ever wonder why we had to run for shelter when the promise of a
> brave new world unfurled beneath a clear blue sky?" - Pink Floyd
>
>
> |>
> | From:  |
> |>
>
>  
> >--|
>  |Charles Baldi 
>   |
>
>  
> >--|
> |>
> | To:|
> |>
>
>  
> >--|
>  |arslist@ARSLIST.ORG
>   |
>
>  
> >--|
> |>
> | Date:  |
> |>
>
>

Re: Display URL as hyperlink in Mid-Tier just as in Windows client

[Charles Baldi]

Thanks, I just saw the KB article myself.

On Mon, Jun 29, 2009 at 1:08 PM, Thad K Esser  wrote:

> We just had the same question a few weeks ago.  BMC has a kb article on it
> (KM-00012134) that reads:
>
>  "This is a limitation of HTML code in and of itself for form input
> tags of text and textarea. These types of fields do not allow for active
> hyperlinks to be displayed. The fields would have to be displayed as
> something other than a text form field or a textarea form field in html
> code for it to work."
>
> and then they give a workaround that wasn't worth using for us.
>
> Hope that helps.
> Thad Esser
> Remedy Developer
> "Did you ever wonder why we had to run for shelter when the promise of a
> brave new world unfurled beneath a clear blue sky?" - Pink Floyd
>
>
> |>
> | From:  |
> |>
>
>  
> >----------|
>  |Charles Baldi 
>   |
>
>  
> >--|
> |>
> | To:|
> |>
>
>  
> >--|
>  |arslist@ARSLIST.ORG
>   |
>
>  
> >--|
> |>
> | Date:  |
> |>
>
>  
> >--|
>  |06/29/2009 07:42 AM
> |
>
>  
> >--|
> |>
> | Subject:   |
> |>
>
>  
> >--|
>  |Re: Display URL as hyperlink in Mid-Tier just as in Windows client
>  |
>
>  
> >--|
> |>
> | Sent by:   |
> |>
>
>  
> >--|
>  |"Action Request System discussion list(ARSList)" 
>  |
>
>  
> >--|
>
>
>
>
>
> **
>  Yes, that's correct.  The web view shows the URL as text and not a link.
>
> Chuck
>
> On Mon, Jun 29, 2009 at 10:33 AM, Howard Richter 
> wrote:
>  **
>  Chuck,
>
>  Are you saying that the url in the view via the web is just displayed as
>  text and not a link?
>
>  Strange.
>
>  On Mon, Jun 29, 2009 at 10:22 AM, Charles Baldi  wrote:
>   **
>   Hello all,
>   We have put URL text into the Notes field of the Task template to
>   reference various checklist documents that a task assignee should work
>   with.  The customer has noticed that when viewing the resultant task in
>   the Windows client, the URL text is displayed as a hyperlink and when
>   clicked will launch a browser to the target file (they like this
>   behavior).  However, when the same task is viewed from the Mid-Tier, the
>   text is *not* rendered as a hyperlink but as plain text.  Does anyone
>   know if there is a way to have the Mid-Tier "interpret" these URL text
>   strings as hyperlinks?  I suppose I could put anchor tags around the
>   text and build my own link (have not tried it yet) but I want it to work
>   the same in the Windows and Mid-Tier clients.
>
>   Any ideas?  I'm hoping for an uncomplicated solution as this is not a
>   critical feature, just a nice-to-have.
>
>   ARS 7.1, p5
>   ITSM 7.0.3 p8
>
>   Thanks i

Re: Display URL as hyperlink in Mid-Tier just as in Windows client

[Charles Baldi]

Yes, that's correct.  The web view shows the URL as text and not a link.

Chuck

On Mon, Jun 29, 2009 at 10:33 AM, Howard Richter  wrote:

> ** Chuck,
>
> Are you saying that the url in the view via the web is just displayed as
> text and not a link?
>
> Strange.
>
> On Mon, Jun 29, 2009 at 10:22 AM, Charles Baldi  wrote:
>
>> **
>>  Hello all,
>> We have put URL text into the Notes field of the Task template to
>> reference various checklist documents that a task assignee should work
>> with.  The customer has noticed that when viewing the resultant task in the
>> Windows client, the URL text is displayed as a hyperlink and when clicked
>> will launch a browser to the target file (they like this behavior).
>> However, when the same task is viewed from the Mid-Tier, the text is *not*
>> rendered as a hyperlink but as plain text.  Does anyone know if there is a
>> way to have the Mid-Tier "interpret" these URL text strings as hyperlinks?
>> I suppose I could put anchor tags around the text and build my own link
>> (have not tried it yet) but I want it to work the same in the Windows and
>> Mid-Tier clients.
>>
>> Any ideas?  I'm hoping for an uncomplicated solution as this is not a
>> critical feature, just a nice-to-have.
>>
>> ARS 7.1, p5
>> ITSM 7.0.3 p8
>>
>> Thanks in advance.
>>
>> Chuck Baldi
>> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
>> Are"_
>
>
>
>
> --
> Howard Richter
> Red Hat Certified Technician
> CompTIA Linux+ Certified
> ITIL Foundation Certified
> E-Mail = hbr4...@gmail.com
> LinkedIn Profile = http://www.linkedin.com/in/hbr4270
> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
> Are"_

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Display URL as hyperlink in Mid-Tier just as in Windows client

[Charles Baldi]

Hello all,
We have put URL text into the Notes field of the Task template to reference
various checklist documents that a task assignee should work with.  The
customer has noticed that when viewing the resultant task in the Windows
client, the URL text is displayed as a hyperlink and when clicked will
launch a browser to the target file (they like this behavior).  However,
when the same task is viewed from the Mid-Tier, the text is *not* rendered
as a hyperlink but as plain text.  Does anyone know if there is a way to
have the Mid-Tier "interpret" these URL text strings as hyperlinks?  I
suppose I could put anchor tags around the text and build my own link (have
not tried it yet) but I want it to work the same in the Windows and Mid-Tier
clients.

Any ideas?  I'm hoping for an uncomplicated solution as this is not a
critical feature, just a nice-to-have.

ARS 7.1, p5
ITSM 7.0.3 p8

Thanks in advance.

Chuck Baldi

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Re: Using filter to parse field and create subfile records

[Charles Baldi]

You can use a Set Fields instead of Push Fields.  Set Fields will run in
Phase 1.

On Fri, Jun 12, 2009 at 2:42 PM, Dwayne Martin  wrote:

> Dear List,
>
> I have three forms:  Main Form, Subfile Form and Info Form.
>
> On Submit, Main Form goes to Info Form to get a list of names for which it
> needs to create Subfile Form records.  Each Subfile Form record will have a
> Name, and Main Form ID which links it to the Main Form.
>
> So “On Submit” a filter gets the names list, then calls a guide that parses
> out the list.  It retrieves each name into a temporary field, and does a
> “Push Fields” to create a Subfile Form record.
>
> The problem is that calling the guide happens in Phase 1, but the Push
> Fields happens in Phase 3. So, by the time the push fields happens, the
> temporary field has been overwritten, and all Subfile records get the final
> name.
>
> I could make the push fields happen in Phase 1, but the Main Form/Entry ID
> won’t have been set.  It would be nice if it could wait till Phase 3 to call
> the guide, but I don’t know of any way of doing that.  These entries are
> being created via a web template, so I can’t use Active Links.
>
> One possibility would be to push both the Main Form/Entry ID and the Name
> List to a Parsing Form with a single record, then let the Parsing Form
> create the Subfile records.
>
> It seems needlessly complicated, but is there a better way?
>
> Dwayne Martin
> James Madison University
>
> (ARS 7.1 Patch 3, RH Linux server, Oracle 10.2 db)
>

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Re: Designating a Manager in CTM:People

[Charles Baldi]

Bruce,
I have not used it much but I think what you do is put the manager's name in
the "Manager's Name+" field of their subordinates' People records.  You
don't identify someone *as* a manager but you identify managers of People
records.  It does make identifying all the managers more tricky.

Regards,
Chuck Baldi

On Fri, May 29, 2009 at 3:57 PM, bruce sisk  wrote:

> I am sure I should know this, but...
>
> How does one designate\identify a "Manager" in ITSM 7x??  Pre 7 the
> SHR:People form had a Manager Yes | No drop down list.
>
> I cannot seem to find where you do the equivalent in 7.
>
> Any help for the unknowing is appreciated.
>
> Bruce Sisk
> BFS Enterprises
>
> 
> PeoplePC Online
> A better way to Internet
> http://www.peoplepc.com
>
>
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Task Flow Viewer customization

[Charles Baldi]

Does anyone know how to customize the information displayed in the Task Flow
Viewer form?  Specifically the fields which are displayed when you
hover-over a task icon in the flow.  There is a field that displays below
status which we want to hide (because it shows confusing information).
Anyone know where this info/mapping is kept?  Somewhere on the Mid-Tier?

Mid-Tier logs shows the building of the flow but not where the data comes
from.

ARS 7.1 patch 4
Change Management 7.0.3 patch 8

Thanks,
Chuck Baldi

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Re: Possibly spam: Re: AR Server crashes while copying a form

[Charles Baldi]

You could turn on SLM logging and try to see what it is working on when the
error occurs.  I don't know offhand which form might have the offending
data.

Chuck

On Thu, May 14, 2009 at 12:09 PM, Ramey, Anne  wrote:

> **
>
> Do you think there is any way to tell which one is causing the problem?  I
> have a lot and would hate to have to delete them all and start over
> completely.
>
>
>
> Anne Ramey
>
> ***
>
> *E-mail correspondence to and from this address may be subject to the
> North Carolina Public Records Law and may be disclosed to third parties only
> by an authorized State Official.*
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Charles Baldi
> *Sent:* Thursday, May 14, 2009 11:53 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Possibly spam: Re: AR Server crashes while copying a form
>
>
>
> **
>
> Anne,
>
> This is the SLM targets/measurements/slas, etc.  BRIE handles the SLM
> calculations.
>
>
>
> Regards,
>
> Chuck Baldi
>
> On Thu, May 14, 2009 at 11:46 AM, Ramey, Anne 
> wrote:
>
> I'm getting:
> Thu May 14 11:23:06 2009  BRIE : Message not in catalog; Message number =
> 4503 (
> ARAPPERR 4503)
> Thu May 14 11:23:06 2009  BRIE : AR System Application server terminated --
> fata
> l error encountered (ARAPPNOTE 4501)
> Thu May 14 11:23:07 2009  BRIE : AR System Application server terminated
> when a
> signal/exception was received (ARAPPNOTE 4500)
> Thu May 14 11:23:07 2009 11
>
> In my arerror.log, but can't find the "work" Thorin references below.  I've
> got nothing pending in the application pending form.  Could someone perhaps
> point me in the right direction?
>
>
> Anne Ramey
> E-mail correspondence to and from this address may be subject to the North
> Carolina Public Records Law and may be disclosed to third parties only by an
> authorized State Official.
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] On Behalf Of Zaheer Malik
> Sent: Friday, April 17, 2009 6:33 AM
> To: arslist@ARSLIST.ORG
> Subject: Possibly spam: Re: AR Server crashes while copying a form
>
>
> Thanks for the information marty
>
> I have hashed out the Brie server start up, but still got the same problem
>
> The server seems to terminate with "signal 11".
>
> Does any one have any idea what the "signal 11" relates too.
>
>
> Fri Apr 17 11:17:46 2009  0 : AR System server terminated when a
> signal/exception was received by the server (ARNOTE 20)
> Fri Apr 17 11:17:46 2009 11
>
> -Original Message-
> From: Marty.Thorin [mailto:thorin.ma...@we-energies.com]
> Sent: 16 April 2009 8:26 PM
> To: Zaheer Malik; arslist@ARSLIST.ORG
> Subject: RE: AR Server crashes while copying a form
>
> Dear Zaheer:
>We had the same issue.  We fixed it by turning off the Brie server.
>  A couple of months later we went through the entire list of work for the
> Brie server.  (This is found in forms.)  We deleted this work (which was the
> culprit of the problem), and restarted the Brie server.
>It has run quietly ever since.
>
> Thorin
>
>
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Re: Possibly spam: Re: AR Server crashes while copying a form

[Charles Baldi]

Anne,
This is the SLM targets/measurements/slas, etc.  BRIE handles the SLM
calculations.

Regards,
Chuck Baldi

On Thu, May 14, 2009 at 11:46 AM, Ramey, Anne  wrote:

> I'm getting:
> Thu May 14 11:23:06 2009  BRIE : Message not in catalog; Message number =
> 4503 (
> ARAPPERR 4503)
> Thu May 14 11:23:06 2009  BRIE : AR System Application server terminated --
> fata
> l error encountered (ARAPPNOTE 4501)
> Thu May 14 11:23:07 2009  BRIE : AR System Application server terminated
> when a
> signal/exception was received (ARAPPNOTE 4500)
> Thu May 14 11:23:07 2009 11
>
> In my arerror.log, but can't find the "work" Thorin references below.  I've
> got nothing pending in the application pending form.  Could someone perhaps
> point me in the right direction?
>
>
> Anne Ramey
> E-mail correspondence to and from this address may be subject to the North
> Carolina Public Records Law and may be disclosed to third parties only by an
> authorized State Official.
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] On Behalf Of Zaheer Malik
> Sent: Friday, April 17, 2009 6:33 AM
> To: arslist@ARSLIST.ORG
> Subject: Possibly spam: Re: AR Server crashes while copying a form
>
>
> Thanks for the information marty
>
> I have hashed out the Brie server start up, but still got the same problem
>
> The server seems to terminate with "signal 11".
>
> Does any one have any idea what the "signal 11" relates too.
>
>
> Fri Apr 17 11:17:46 2009  0 : AR System server terminated when a
> signal/exception was received by the server (ARNOTE 20)
> Fri Apr 17 11:17:46 2009 11
>
> -Original Message-
> From: Marty.Thorin [mailto:thorin.ma...@we-energies.com]
> Sent: 16 April 2009 8:26 PM
> To: Zaheer Malik; arslist@ARSLIST.ORG
> Subject: RE: AR Server crashes while copying a form
>
> Dear Zaheer:
>We had the same issue.  We fixed it by turning off the Brie server.
>  A couple of months later we went through the entire list of work for the
> Brie server.  (This is found in forms.)  We deleted this work (which was the
> culprit of the problem), and restarted the Brie server.
>It has run quietly ever since.
>
> Thorin
>
>
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Re: Is there anyway to pass a parameter to SQL Menu?

[Charles Baldi]

Frederick is correct, you use the field ID in the format he states.  There
are OOB menus that use direct SQL that you can use as a model.  One such (in
Change Management 7.0.3) is SYS:MNU:ChangeTimingReason-S.

Regards,
Chuck Baldi

On Mon, May 11, 2009 at 12:25 PM, Grooms, Frederick W <
frederick.w.gro...@xo.com> wrote:

> **
>
> Have you tried using $FieldID$ instead of Field Name.  It would be
> something like =’$536870923$’
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Marquez Rankin
> *Sent:* Monday, May 11, 2009 11:22 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Is there anyway to pass a parameter to SQL Menu?
>
>
>
> Yeah we tried that with no success.  Has this worked for you before?
>
> On Mon, May 11, 2009 at 10:53 AM, LJ Longwing 
> wrote:
>
>
>
> You should be able to use $Field Name$ from the form you intent to attach
> the menu to to get it to substitute that value in.
>
>
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Marquez Rankin
> *Sent:* Monday, May 11, 2009 9:27 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Is there anyway to pass a parameter to SQL Menu?
>
> The documentation doesnt mention whether this can be done or not.
>
>
> I need to pass the current request number (or instance ID) into  this
> SQL Menu Query so it will return a list based on data within the active
> request.
>
>
>
> See the SQL Statement below.  I should not have to hard code the Instance
> ID and of course this will only serve one record.
>
>
>
> Any word on this?  We are on ARS 7.01 / Oracle / Solaris
>
>
>
>
>
> SELECT [FIRST VALUE]
> FROM [FORM_NAME] TBL1
> WHERE [FORM_NAME_INSTANCE_ID]='SA222159775600SA1cLA7Qj_8Ax1UB' AND STATUS>1
>
> AND EXISTS (
> SELECT [FORM_NAME_INSTANCE_ID],
> COUNT(DISTINCT [FIRST VALUE])
> FROM [FORM_NAME]
> WHERE [FORM_NAME_INSTANCE_ID]='SA222159775600SA1cLA7Qj_8Ax1UB' AND STATUS>1
>
> GROUP BY [FORM_NAME_INSTANCE_ID] HAVING COUNT(DISTINCT [FIRST VALUE]) = 1
> )
> UNION
> SELECT [FIRST VALUE]
> FROM [FORM_NAME] TBL1
> WHERE [FORM_NAME_INSTANCE_ID]='SA222159775600SA1cLA7Qj_8Ax1UB' AND STATUS>1
>
> AND EXISTS (
> SELECT [FORM_NAME_INSTANCE_ID],
> COUNT(DISTINCT [FIRST VALUE])
> FROM [FORM_NAME]
> WHERE [FORM_NAME_INSTANCE_ID]='SA222159775600SA1cLA7Qj_8Ax1UB' AND STATUS>1
>
> GROUP BY [FORM_NAME_INSTANCE_ID]HAVING COUNT(DISTINCT [FIRST VALUE]) = 1
> )
>
>
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Re: Group Assignment in ITSM 7.0.3

[Charles Baldi]

In my experience this works fine and can simplify your assignment rules.
The only trouble might arise is if you have exceptions to your general
rule.  You may still get the general rule firing instead of your more
specific rule.  Others have commented on this behavior too.

Regards,
Chuck Baldi

On Thu, May 7, 2009 at 12:43 PM, Thad K Esser  wrote:

> Hello,
>
> I had a question about group assignment in ITSM 7.0.3 (patch 9).  One of my
> co-workers noticed that you can create a routing order (say for operation
> categorization) where you specify a Tier 2, and then null out Tier 1.  So
> for example:
> Tier 1 = Null  (normal values would be like add, change, or remove)
> Tier 2 = Network
> Tier 3 = Firewall Rule
>
> They've tested this and say its getting them the results they want (their
> goal is to save time by not having to configure extra assignment rules).
>
> I've always generalized the way group assignment works as going from the
> most specific rule, to the least specific, and I guess I've always assumed
> you had to start at Tier 1 and narrow things down from there.  Since what
> they are doing challenges my notion of the way it works (and I'm pressed
> for time, otherwise I'd go digging through the code), I wanted get some
> more experienced thoughts on it.
>
> Will doing the above break anything?  Have any unintended consequences?
>
> Thanks in advance,
> Thad Esser
> Remedy Developer
> "Argue for your limitations, and sure enough, they're yours."-- Richard
> Bach
>
>
> *IMPORTANT NOTICE: This communication, including any attachment, contains
> information that may be confidential or privileged, and is intended solely
> for the entity or individual to whom it is addressed.  If you are not the
> intended recipient, you should delete this message and are hereby notified
> that any disclosure, copying, or distribution of this message is strictly
> prohibited.  Nothing in this email, including any attachment, is intended to
> be a legally binding signature.
> *
>
>
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Re: Reporting client error

[Charles Baldi]

Also, the Windows OS needs to be 32-bit for the ODBC driver to function.
Make sure they are not using 64-bit Vista or something.

Regards,
Chuck Baldi

On Thu, Apr 30, 2009 at 12:23 PM, Lammey, Peter A.
wrote:

> ** It sounds like an issue with the Remedy User client and how it was
> installed.
> Perhaps the Remedy ODBC driver was not installed correctly or was not
> registered properly.
>
> Can the client reinstall the Remedy User client and see if it this problem
> then goes away?
>
> Thanks
> Peter Lammey
> ESPN IT Client Architecture and Automation
> 860-766-4761
>
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Louise Van Hine
> *Sent:* Thursday, April 30, 2009 12:19 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Reporting client error
>
>   **   I have a user trying to use the out of box ITSM reporting
> console for 7.5 getting the following error:
>
> *An error occurred while generating the Crystal report: 0x80047e5d -
> Failed to open the connection. - ODBC data source: AR System ODBC Data
> Source (ARERR 1904)*
>
> Any ideas as to where to look?  His account seems fine when I access
> reporting from my own machine.
>
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Re: ITSM 7 - Orphaned Tasks

[Charles Baldi]

A couple of approaches:

1.  Create a join form that shows these Tasks, then run the escalation
against that.  All the head-bending work is in creating the join.

2.  Do it with two escalations.  The first goes through the tasks (based on
Create Date so you don't scan the whole mess) and clears the RootRequestID
if the Change does not exist; and the second runs through the tasks with
cleared RootRequestID to delete them.

I like the two escalation approach better.

Regards,
Chuck Baldi

On Wed, Apr 22, 2009 at 9:28 AM, Chowdhury, Tauf wrote:

> **
>
> I think the problem with that is that the task has the Parent Request ID
> populated.
>
> The one thing that I found was that a set fields action can pull the $Root
> Request InstanceID$ and if it is NULL, it means the parent does not exist…
> It’s just clunky to do it via escalation.
>
>
>
> *T**auf** **C**howdhury** ***
>
> Analyst, Service Management
>
> Office: 631.858.7765
>
> Mobile:646.483.2779
>
>
>
>
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Lammey, Peter A.
> *Sent:* Wednesday, April 22, 2009 8:06 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: ITSM 7 - Orphaned Tasks
>
>
>
> **
>
> You might want to consider adding a escalation that runs about once a month
> or so and have the escalation perform a Run process command to delete any
> tasks that have no Parent Request ID associated to them.
>
>
>
>
>
> Thanks
> Peter Lammey
> ESPN IT Client Architecture and Automation
> 860-766-4761
>
>
>
>
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Chowdhury, Tauf
> *Sent:* Tuesday, April 21, 2009 5:16 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* ITSM 7 - Orphaned Tasks
>
> **
>
> Hi all,
>
> I am running ITSM 7 patch 8.
>
> The parallel post about Task Management automation triggered me posting
> this issue and if anyone has some ideas, that would be awesome.
>
> Basically, the issue is this:
>
> User is in the process of creating Incident/Change request. They add tasks
> either adhoc/template/tsg. They don’t save the Incident/Change request.
>
> Now the Tasks are orphaned! No one can edit them, close them, cancel them
> until I go in and forcefully delete them.
>
> Has anyone found a workaround to this? Is it possible to have a filter that
> runs when the change/incident isn’t submitted that goes and deletes the
> task?
>
> Thanks in advance.
>
> *T**auf** **C**howdhury** **|** **F**orest** **L**aboratories**, **I**nc.*
>
> Analyst, Service Management
>
> Informatics-Infrastructure
>
> Office: 631.858.7765
>
> Mobile:646.483.2779
>  --
>
> This e-mail and its attachments may contain Forest Laboratories, Inc.
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> you are not the intended recipient of this e-mail, or the employee or agent
> responsible for delivering this e-mail to the intended recipient, you are
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Re: ITSM 7 Automatic Task Creation (TMS)

[Charles Baldi]

You would be better off understanding the out of box way, rather than create
or own way (IMHO).  You attach Task or Task Group templates by specifying
them in a Change Template.  You can "automate" the attachment of a Change
Template by shoving its Instance ID into the Template ID field of
CHG:Infrastructure Change.  This works through CHG:ChangeInterface_Create
too.

The Task and Task Group templates let you define data the user selects (or
is set through workflow) that can be passed along the Tasks and use to
enable or bypas those so you can build complicated flows.

You may not need something this complicated but if you try to do your own
thing the OOB workflow is likely to give you headaches.

Regards,
Chuck Baldi

On Tue, Apr 21, 2009 at 4:44 PM, Jon Chau  wrote:

> ** Hello Listers,
>
> I'm currently working on trying to get tasks (TMS) automatically created
> within a Change Request (CRQ) using ITSM 7's Change Management / Task
> Management integration and was wondering if anyone had any tips or pointers
> regarding this.
>
> I've read the ITSM 7 Architecture guide and the Task Management Admin guide
> and there's a notion about using Task Template Groups to fire off a set of
> Task Templates, but that appears to be a manual process?  I also read
> something about the CAI (command automation interface) but couldn't find
> much about it.
>
> It doesn't look like the predefined task templates work like they used to
> in previous ITSM 5 versions where a field would trigger a set of filters to
> push into CHG:Task.  I'm about to create some filters against the template
> form that perform this action.  We also have the CHG:Change form
> automatically pushed via filters, followed by more filters that trigger the
> task template creation.  I am able to handle the CHG:Change form using
> CHG:ChangeInterface_Create.
>
> Thanks in advance,
> Jon
>
> ITSM 7.0.3 p009
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Re: Workflow on the Web (UNCLASSIFIED)

[Charles Baldi]

Are all the fields in question in the view that is used on the Web?  Some
actions will work in the WUT when the fields are not in the view but not on
the web.

Regards,
Chuck Baldi

On Sat, Apr 18, 2009 at 2:13 PM, Mahesh Chandra  wrote:

> ** Have you cleared the mid-tier cache ?
>
> Mahesh
>
>   On Fri, Apr 17, 2009 at 5:36 PM, Luttmann, Michael W CTR USA <
> michael.luttm...@us.army.mil> wrote:
>
>> Classification:  UNCLASSIFIED
>> Caveats: NONE
>>
>> Hi Gang.
>>
>> I have an application that I'm building for use on Mid-Tier, and for
>> some reason that I cannot determine, a simple active link (which returns
>> user info from CTM:People on ) works perfectly when I test it in
>> the WUT, but refuses to work on the web.  From what I can tell from the
>> A/L behavior, the Set Fields search qualification fails on the web (and
>> thus, the user data fields are set to NULL).
>>
>> Granted, I don't do much programming specifically for Mid-Tier, so this
>> has me baffled.
>>
>> - ITSM 7
>> - ARS 7.1 Patch 6
>> - Mid-Tier 7.1
>> - Windows 2003 servers all around
>>
>> Any quick ideas?
>>
>>
>> Michael W. Luttmann
>> Lead Remedy Developer
>> Fort Carson DOIM
>> 719.524.0514
>>
>> Classification:  UNCLASSIFIED
>> Caveats: NONE
>>
>>
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Re: Fields referenced in ALs not in form?

[Charles Baldi]

If the field is a menu you won't see it in the list.  Try exporting the form
and searching for the field ID.

Regards,
Chuck Baldi

On Fri, Apr 10, 2009 at 9:36 AM, Mark Lev wrote:

> Good Morning all.
>
> I am looking at AL CHG:CRQ:QuickSelectTemplate_100 (Form:
> CHG:Infrastructure Change) and it has a Run Process
> PERFORM-ACTION-ACTIVE-LINK 1 301907900
>
> Problem is, field 301907900 doesn't exist on the CHG:Infrastructure Change
> form, or at least I cannot see it.  I created a new view, and put all fields
> on it, still not there.
>
> Anyone have any idea how I can find the field referenced?  I need to look
> at workflow, and when I get to this point, am stalled.
>
> Thanks,
> Mark
>
> Mark Lev
> Sr. Systems Consultant
> 703-672-4390
> 732-859-5827 (cell)
> mark@rightstarsystems.com
> ---
> RightStar Systems, Inc.
> 100 East Street SE, Suite 202
> Vienna, VA 22180
> USA
> ---
>
>
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Re: Failed to create internal mapping from wsdl. (ARERR 7012)

[Charles Baldi]

Howard,
If you email the wsdl file to me off-line I will take a look.  This may be
related to an error we were seeing here at our current customer site.  Since
our network is not on the Internet, we could not load a default wsdl without
removing/adapting the URIs that were referencing external definitions.  I'm
not sure if this is the same issue, but let me take a look.

Chuck

On Wed, Apr 1, 2009 at 3:59 PM, Howard Richter  wrote:

> ** All great people of the ARSLIST,
>
> I am getting "Failed to create internal mapping from wsdl. (ARERR 7012)
> when I hit the load button on a filter, when tying to build a new filter.
> The wsdl works with soapui (on the app server, which is where we alos have
> the admin tool).
>
> Here is the information in the detals;
>
> ERROR: WSDLException (at /definitions/types): faultCode=INVALID_WSDL:
> Encountered illegal extension element 'types' in the context of a
> 'javax.wsdl.Definition'. Extension elements must be in a namespace other
> than WSDL's.
>
>  Additional Details:
>  com.bmc.arsys.ws.util.ARWSException: WSDLException (at
> /definitions/types): faultCode=INVALID_WSDL: Encountered illegal extension
> element 'types' in the context of a 'javax.wsdl.Definition'. Extension
> elements must be in a namespace other than WSDL's.
>
> at com.bmc.arsys.ws.wsdl.WsdlParser.(WsdlParser.java:114)
>
> at
> com.bmc.arsys.ws.util.WsdlAdminInterface.parseWsdl(WsdlAdminInterface.java:398)
>
> at
> com.bmc.arsys.ws.util.WsdlAdminInterface.parseWSDLIntoMappingString(WsdlAdminInterface.java:198)
>
>
> Any ideas?
>
> Howard
>
> --
> Howard Richter
> Red Hat Certified Technician
> CompTIA Linux+ Certified
> ITIL Foundation Certified
> E-Mail = hbr4...@gmail.com
> LinkedIn Profile = http://www.linkedin.com/in/hbr4270
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Re: Reports won't run in the WUT

[Charles Baldi]

I have seen this happen when the user does *not* have a Report Server
defined in their profile.  I'm not sure what triggers this, but putting a
server name there as gotten rid of this error.
Tools --> Options --> Advanced --> Report Server

I'd like to know what your solution is, if this is not your issue.

Regards,
Chuck Baldi

On Wed, Apr 1, 2009 at 1:07 PM, William Rentfrow  wrote:

> ** Windows UT 7.1 patch 001, Solaris server 7.1 patch 001
>
> We - until recently - were able to run reports from the WUT.  For example,
> the IM base product reports include a report called "Incident Details by
> date range". I just want to run it for the last week which is a minor amount
> of data.
>
> When I select the report + criteria (with a destination of "to screen") the
> cursor goes to an hourglass and just flickers back to a regular cursor a few
> seconds later.  Nothing else happens.
>
> Workflow logging does not give an indication of a problem.
>
> I've deleted all local cache and re-installed the WUT.
>
> I've check the server for obvious things including;
>
> -Messages in the arerror.log
> -Unix system checks (e.g., disk space - reports can fail if /var is full)
> -Every other log/setting I can think of.
>
> When I pull the report file out of the REPORT form and try it in Crystal
> Reports against the same server it runs just fine.
>
> Something is very amiss - this all worked last week
>
>
>
> William Rentfrow
> Principal Consultant, StrataCom Inc.
> wrentf...@stratacominc.com
> Corporate Website, www.stratacominc.com
> 715-410-8156 C
>
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Re: Service Request encountered an event error with the back-end application

[Charles Baldi]

Are you using the Requester Console, or full SRM?  I have only worked with
Requester Console so YMMV.

Are you able to create ANY SRs that successfully generate Incidents or
Changes?  If so, you should be able to create new SRs using the data from
the failing SR and find the error with logging enabled.

If you can't create any successful SR-->Incident or Change, then you have
some fundamental config wrong.  Basically you need:
1.  Summary definitions that
--> Define the summaries the SR user can choose
--> Map the summary to a valid Request Type and Operational Category
--> Note that the mapping is Company-dependent if your Op Cats are

2.  Assignment Rule to assign the new Incident or Change to a Support Group
based on the Company / Op Cat from the Summary mapping.

3.  If you have added any other Required Fields to the Incident or Change,
or workflow that makes some required, then you need to somehow set these to
valid values on Incident submit.  This is generally done through workflow
but you may be able to use field defaults depending.

This should be all you need.

Regards,
Chuck Baldi

On Tue, Mar 24, 2009 at 3:58 PM, Timothy Rondeau <
timothy.rond...@phaseforward.com> wrote:

> **
>
> Since the incident was created no info is found.   The entry is there
> because of the error, but no event exists.
>
>
>
>
>
>
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Charles Baldi
> *Sent:* Tuesday, March 24, 2009 3:46 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Service Request encountered an event error with the
> back-end application
>
>
>
> **
>
> Another common source for this type of error is that there is no assignment
> rule for the created Incident.  The error text in the event that Eli points
> to should tell you what is going on.
>
>
>
> Regards,
>
> Chuck Baldi
>
> On Tue, Mar 24, 2009 at 3:38 PM, Eli Schilling 
> wrote:
>
> **
>
> You'll want to open this request in the SRM:Request form (there should be
> an REQ number).  The "Service Requests" form has a [Processes and Questions]
> tab.  From there click [View Proces] and then in the lower right corner
> [View Events] - Typically, it will give you a more useful message about what
> failed.  However, since it DID create the incident, its hard to say what
> might have happened.  I usually see these when people submit service
> requests with invalid categorization or when they enter their entire life
> story in the summary field.
>
>
>
> Hope that helps...
>
>
>
> -Eli
>
>
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Timothy Rondeau
> *Sent:* Tuesday, March 24, 2009 12:33 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Service Request encountered an event error with the back-end
> application
>
> **
>
> Hi,
>
>
>
> 7.0.1 p2 on SQL 2005 windows 2003  ITSM
>
>
>
> Hoping someone can point me in the right direction.   Looking at these
> errors below and trying to figure out why they are generated.  Incident gets
> created, but have this email, no info as to why this gets generated.
>
>
>
>
>
> Service Request INC00264119 encountered an event error with the
> back-end application. This error must be handled promptly.
>
>
>
> Thanks
>
>
>
> Tim
>
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Re: Service Request encountered an event error with the back-end application

[Charles Baldi]

Another common source for this type of error is that there is no assignment
rule for the created Incident.  The error text in the event that Eli points
to should tell you what is going on.

Regards,
Chuck Baldi

On Tue, Mar 24, 2009 at 3:38 PM, Eli Schilling
wrote:

> ** You'll want to open this request in the SRM:Request form (there should
> be an REQ number).  The "Service Requests" form has a [Processes and
> Questions] tab.  From there click [View Proces] and then in the lower right
> corner [View Events] - Typically, it will give you a more useful message
> about what failed.  However, since it DID create the incident, its hard to
> say what might have happened.  I usually see these when people submit
> service requests with invalid categorization or when they enter their entire
> life story in the summary field.
>
> Hope that helps...
>
> -Eli
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Timothy Rondeau
> *Sent:* Tuesday, March 24, 2009 12:33 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Service Request encountered an event error with the back-end
> application
>
>  **
>
> Hi,
>
>
>
> 7.0.1 p2 on SQL 2005 windows 2003  ITSM
>
>
>
> Hoping someone can point me in the right direction.   Looking at these
> errors below and trying to figure out why they are generated.  Incident gets
> created, but have this email, no info as to why this gets generated.
>
>
>
>
>
> Service Request INC00264119 encountered an event error with the
> back-end application. This error must be handled promptly.
>
>
>
> Thanks
>
>
>
> Tim
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Re: Single user getting FB authentication failed ARERR 623

[Charles Baldi]

Could that user be logging-in to the server via IP number rather than server
name?  The flashboard authentication uses the user and server info from the
client login.  I have seen this error when user was logging-in via IP number
when the FB/Midtier only knew about server names.

Regards,
Chuck Baldi

On Mon, Mar 23, 2009 at 5:19 PM, Muhlethaler, Laurie <
lmuhletha...@firstrepublic.com> wrote:

> Thank you for the reply, Dennis.  This is only happening with one user
> though so I wouldn't think a restart would make a difference...?
>
>
> On Mon, 23 Mar 2009 16:00:46 -0500, Dennis Ruble
>  wrote:
>
> >Laurie,
> >We recently had weird intermittent ARERR 623 errors when midtier was
> >involved in anything.  A restart of Tomcat cleared the problem,
> although
> >I'm not sure why...
> >
> >HTH!
> >
> >Dennis Ruble
> >Pr Programmer/Analyst
> >Rockwell Collins
> >(319)295-5326
> >
> >
> >
> >
> >"Muhlethaler, Laurie" 
> >Sent by: "Action Request System discussion list(ARSList)"
> >
> >03/23/2009 03:22 PM
> >Please respond to
> >arslist@ARSLIST.ORG
> >
> >
> >To
> >arslist@ARSLIST.ORG
> >cc
> >
> >Subject
> >Single user getting FB authentication failed ARERR 623
> >
> >
> >
> >
> >
> >
> >**
> >Hi all ~ I have a user who is getting the ARERR 623 Authentication
> failed
> >for the flashboard on the IM Manager console table in the user tool.
> He
> >can successfully view the flashboard if he logs in to other machines.
> That
> >said, we tried uninstalling and reinstalling the UT to no avail  Has
> >anyone seen this before?
> >
> >Windows Server 2003
> >SQL Server 2005
> >MidTier: IIS 6 (Apache Tomcat)
> >Java: 1.5.0_15
> >
> >7.1.00 Patch 002
> >AR Server
> >MidTier
> >Admin
> >Client
> >Flashboards
> >
> >7.0.03 Patch 006
> >Service Desk
> >
> >.
> >Laurie Muhlethaler
> >First Republic Bank
> >Remedy Developer / Administrator
> >415.364.4436
> >
> >
> >The information transmitted is intended only for the person or entity
> to
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Re: Port issues with Netcool Gateway connecting to ARS 7.1

[Charles Baldi]

The Netcool Gateway has its different binaries for different versions of
Remedy.  The NCG readme explains which binaries to use for the specific
Remedy versions.  When you upgrade Remedy, you need to change the Netcool
Gateway to use the proper binaries.

Regards,
Chuck Baldi
On Thu, Mar 19, 2009 at 9:29 AM, Tony Worthington <
tony.worthing...@kohls.com> wrote:

> ** Have you indicated the tcp port on the netcool server via environment
> variables?  ARTCPPORT etc...
>
>
>
>   From: James Pifer  To: arslist@ARSLIST.ORG Date: 
> 03/19/2009
> 06:34 AM Subject: Port issues with Netcool Gateway connecting to ARS 7.1
>  Sent by: "Action Request System discussion list(ARSList)" <
> arslist@ARSLIST.ORG>
> --
>
>
>
> We just upgraded our server from Win32/ARS 6.x to Linux/ARS 7.1. We also
> use Netcool and I'm having trouble getting Netcool's Remedy Gateway to
> connect to the new server. Couple questions:
>
> We're running ARS on port 9901. Clients connect fine and I can see in a
> netstat -a that it's listening, but nmap from another machine does not
> see the port 9901 open. I assume it's a TCP port.
>
> No firewalls are enabled.
>
> Netcool support also wants me to telnet to the server using port 9901
> and verify the credentials to login. I do not get a response trying to
> telnet to the port.
>
> Should this work?
>
> Any help is appreciated.
>
> Thanks,
> James
>
>
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Re: Relating Tickets in ITSM

[Charles Baldi]

Shafqat,
I have not been able to find any documentation either, but I have done some
testing.  The important info is which settings cause workflow to fire.  Here
is what I have found:

Duplicate of / Original of -- These work together in a parent/child sort-of
relationship.  The "original" is managed and resolved normally.  The
"duplicates" are all resolved through workflow when the original is
resolved.

Related to - Informational.  No workflow fires that I could tell.

Resolved / Resolved by - Informational.

Caused / Caused by - Informational.

So the informational relationships can have whatever definition makes sense
to your customer.  I only did Incident-Incident relationship testing.
Incident- relationships share some of the same types and may drive
workflow in those cases.  I'd be interested in knowing other test results in
those areas.

Regards,
Chuck Baldi

On Thu, Mar 12, 2009 at 4:59 PM, Shafqat Ayaz  wrote:

> Hi All
> i am trying to find some documentation which describes how ITSM handles
> ticket relationship. For example when relating a ticket/Incident, what does
> it mean
>
> the relationship is
>
> A Duplicate of
> Related to
> Caused
> Caused By
>
> is there any documentation that describes these relationships? if so, where
> do i find it.
>
> Many thanks
>
> ITSM 7
>
> Thanks
>
> Shafqat Ayaz
>
>
>
>
>
>
>
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Re: Client Timeout

[Charles Baldi]

LJ,
You could do something similar to the way the current Data Load Tool handles
validation and promotion:
- write a command value to a field to flag the process start
- have an escalation do the work (or you can figure out how to send a CAI
message to kick it off :-)
- pop-up a small window showing the status, with an auto-refresh to keep it
updated.

I don't see any way of keeping it synchronous with the client action and not
risk the timeout you describe.

Regards,
Chuck Baldi

On Thu, Mar 5, 2009 at 2:44 PM, LJ Longwing  wrote:

> ** Quick question (hopefully)
>
> ARS 7.1 Server and Mid-Tier
>
> I have a button press that causes a push to happen.  This push can
> sometimes take in upwards of 5-8 min's to happen, later actions in the AL
> fail to fire because of client timeout.  The timeout window seems to be
> about 2 min's give or take a few secsI'm trying to either extend the
> timeout, or find a way to reattach the client to a server side process once
> it finishes.  I'm considering moving the entire thing server side and just
> sending the user an email when it's done...but that's not desired.  Any
> suggestions?...oh...and I've troubleshot the process...it's not taking too
> long in any 1 point...it's just an extensive process...it's all internal to
> remedy...copying records from location a to location b when needed...but
> there can sometimes be 10-20 thousand records that need to be copied...which
> just takes a bit of time.
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Re: Version 7 Permissions Model

[Charles Baldi]

Michael,
You should not need to go through those hoops.  It sounds like the
Multitenancy configuration in ITSM 7 will work for you.  You create multiple
companies as you say, but no need for multiple People forms.  Each person
record belongs to a single company (whichever), then you grant explicit
access for that user to whatever company's objects they should see.  This is
on the Access Restrictions table on the Login/Access Details tab of the
People form.  You de-select Unrestricted Access and grant company-specific
access.  This way, users who you have given access to School A will only see
School A's Incidents, etc.

You then have the option of loading company-specific operational categories,
etc.

Read the whitepaper on Multi-Tenancy too.

Regards,
Chuck Baldi

On Fri, Feb 27, 2009 at 3:51 PM, Michael S. Davis <
mida...@exchange.upenn.edu> wrote:

> **
>
> I tried posting this twice to the bulletin board but it didn’t show up.
> Anyway, here goes……ok, and now it doesn’t like my email address. Trying for
> a FOURTH time.
>
>
>
> We are upgrading to version 7 right now and are having some permissions
> troubles. What we need is for several different schools to run Remedy
> helpdesks, but those schools must be segregated from each other. In other
> words, our School of Nursing has a helpdesk and they cannot see tickets from
> the Research Services helpdesk.
>
>
>
> This is easy enough in that we can create separate companies. The original
> plan was to create five different companies. We have run into two problems,
> though. Each of these companies would need to have their own people table.
> Since the people from across all companies are held in one table this makes
> searching take longer than necessary; each company will have 70,000 people
> so when it searches it actually searches through 350,000 records.
>
>
>
> The second problem is that one of the groups in IT will need to have access
> permissions to two other companies. This means that when they look up a name
> they will get three returns – one for each company they have access to.
>
>
>
> Our consultants recommended that we do not modify the existing permissions
> model as it is a nightmare to do so and will be a nightmare come upgrade
> time. I did some investigating and experimenting and agree with them. It is
> very complicated.
>
>
>
> So I came up with another solution. Instead of breaking the permissions
> model I created a filter that will set field 112 to the Support Company ID,
> overwriting anything that is in there such as the requester ID and contact
> ID. This filter will run last upon create and modify.
>
>
>
> I created one customer company and three operating companies. From the
> customer company I created three users and some non-user people.  Each of
> the users has access restrictions to the customer company and one of the
> operating companies. Without this filter on the tickets that they log can be
> viewed by anyone. This is, of course, due to the fact that the requester
> company ID is in field 112.
>
>
>
> After turning on the filter and modifying each ticket the users could see
> only the tickets where the support company was in their access restrictions
> – thus ignoring the customer company. As a follow-up, I created another user
> with access to two of the operating companies. This user could see tickets
> logged for those two companies but not the third.
>
>
>
> This appears to have worked, so I simply added the change form to the
> filter. Again – same results.
>
>
>
> In effect, what I have done here is that I have one company that holds all
> of the people, including all of the users, and have created three operating
> companies with no users but with support groups. I have not modified any
> existing workflow in any way, other than to make it irrelevant by
> overwriting field 112.
>
>
>
> A consultant friend of mine mentioned a number of minor issues but nothing
> that cannot be overcome. Our requesters cannot see their tickets now, and I
> believe a simple join form with $USER$ = ‘username’ logic will allow them to
> see them in the future if we decide to go that way.
>
>
>
> So can anyone see any major reason why this logic will not work?
>
>
>
> Thanks for taking the time to read this extremely long essay.
>
>
>
>
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Re: Data Load Utility Timeout

[Charles Baldi]

I'm not sure if this is related to your problem or not, but we had Data Load
jobs get stuck "In Progress" and had to be killed to clear.  The problem
turned out to be that the admin user we were running the job with (e.g.,
Demo) did not have the proper ITSM config/admin foundation priviliges to
update the fields.  You know like Config Categorization Admin, Contact
Support Admin, etc.  We got no errors, the jobs would just get stuck.  Once
we granted the proper privileges to that user, the jobs completed without a
hitch.

Also, if you have customized your People form, look for required fields or
dependencies that might choke the Data Load job.

Regards,
Chuck Baldi

On Fri, Feb 27, 2009 at 11:51 AM, James Lauber
wrote:

> Morning list. I'm working on importing about 250 people records using the
> ITSM 7.0.03 data load utility, and I am encountering a timeout error every
> time I try to promote the validated data. Once I click Promote, I get 4
> records in DLD:ThreadManager and one DLD_OUT_CREATE record in CAI Events
> with a return message of "Running". I check the People and User forms and
> the first record from the staging form has been created as expected, but
> that is it. Within a few minutes, the CAI Events record has the return
> message "ARSetEntry - Timeout during database update -- the operation has
> been accepted by the server and will usually complete successfully". The
> status in the data load console remains "In Progress". I've killed the
> process and tried 5 times so far, with the same result each time.
>
> This is a Win 2003 VM, 1.5 gig ram, SS 2005, ARS 7.0.01 patch 3. Thanks in
> advance for any advice.
>
> Details from arerror log:
>
> Fri Feb 27 09:56:52 2009  390626 : AR System server terminated when a
> signal/exception was received by the server (ARNOTE 20)
> Fri Feb 27 09:56:52 2009
>   Timestamp: Fri Feb 27 2009 09:56:52.4740
>   Thread Id: 1424
>   Version: 7.0.01 patch 003  200705212328 May 22 2007 02:43:21
>   ServerName:
>   Database: SQL -- SQL Server
>   Hardware: Intel Pentium
>   OS: Windows NT 5.2
>   RPC Id: 45248
>   RPC Call: 2 (SE)
>   RPC Queue: 390626
>   Client: User Remedy Application Service from Unidentified Client
> (protocol 12) at IP address
>   Form: CTM:LoadPeople
>   Logging On:
>   Code: c005
>   Operation: write
>   Access Addr: 0x541eb5
>   Stack Begin:
>   Stack End
>
> Fri Feb 27 09:56:52 2009  390626 : AR System server terminated when a
> signal/exception was received by the server (ARNOTE 20)
> Fri Feb 27 09:56:52 2009 0xc005
> Fri Feb 27 09:56:52 2009  390626 : AR System server terminated -- fatal
> error encountered (ARNOTE 21)
>
> Andy Lauber
> Software Engineer II
> Midland Loan Services
> 913-253-9097 Phone
> 913-253-9001 Fax
> james.lau...@midlandls.com
>
>
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Re: Remedy Developer, Colorado Springs

[Charles Baldi]

Joe,
Now it sounds like you are talking "dog years" :-)

Chuck

On Tue, Feb 24, 2009 at 12:39 PM, Joe DeSouza  wrote:

> **
> In a very strict sense, it depends.. What if there was an independent
> consultant working on 4 different projects over those years all involving
> version 7 :-) That would technically give him experience varied enough to
> count as 2 x 4 = 8 years of experience on paper.. although chronologically
> that would seem impossible..
>
> Joe
>
>  --
> *From:* Howard Richter 
> *To:* arslist@ARSLIST.ORG
> *Sent:* Tuesday, February 24, 2009 10:11:01 AM
> *Subject:* Re: Remedy Developer, Colorado Springs
>
> ** Lets see. It was released in 8/2006 and the beta started around March
> 2006, so I would say non.
>
> Unless they were a former BMC employee.
>
> Howard
>
> On Tue, Feb 24, 2009 at 8:47 AM, Meyer, Jennifer L <
> jennifer.me...@its.nc.gov> wrote:
>
>> **
>>
>> So what do you think the odds are they’ll find someone with more than 3
>> years of Remedy 7 experience?
>>
>>
>>
>> Jennifer Meyer
>>  --
>>
>> *From:* Action Request System discussion list(ARSList) [mailto:
>> arsl...@arslist.org] *On Behalf Of *Jase Brandon
>> *Sent:* Monday, February 23, 2009 6:16 PM
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* Fwd: Remedy Developer, Colorado Springs
>>
>>
>>
>> **
>>
>> Hello All,
>>
>> I am posting this in hopes that someone on the list lives near/wants to
>> relocate to Colorado Springs, CO area.
>>
>>
>>
>> Please see below job description and contact information.
>>
>>
>>
>> Thanks,
>>
>>
>>
>> Jase
>>
>> -- Forwarded message --
>> From: *Sears, Emily* 
>> Date: Mon, Feb 23, 2009 at 5:53 PM
>> Subject: Remedy Developer, Colorado Springs
>> To: jasebran...@gmail.com
>>
>>  Hi Jase—
>>
>>
>>
>> Here is the job description.  Please have people contact me direct for
>> more information!  Thanks so much for your help !!
>>
>>
>>
>> *REMEDY DEVELOPER--Colorado Springs, CO*
>>
>> ·*Must currently have or be able to obtain a US DOD SECRET
>> SECURITY CLEARANCE*
>>
>> ·*6 month Contract to Hire*
>>
>> ·*Minimum 3 yrs. experience developing Remedy 7*
>>
>> Our client is in need of a Remedy Developer to maintain, modify and
>> develop custom software applications. This system is used to process Trouble
>> Tickets for Tier 1, 2 & 3 network/computer support of all customers, located
>> worldwide.
>>
>>
>>
>> *Other responsibilities include:*
>>
>> ·Collecting metrics
>>
>>
>>
>> ·Creating custom reports
>>
>>
>>
>> ·Creating and maintaining the Remedy system as-built
>> drawings/diagrams and instruction manuals.
>>
>>
>>
>> ·Maintain/administer the Enterprise Remedy system which includes:
>> Remedy distributed architecture, Remedy Web Enterprise, Remedy core
>> application and Remedy database administration
>>
>> ·Perform Remedy form/schema development
>>
>> ·Provide support for web-related database development activities
>>
>> ·Collect and maintain metrics documenting Service Delivery
>> Summary performance thresholds
>>
>> ·Collect and maintain metrics beyond those related to the Service
>> Delivery Summary thresholds as related to performance of the Front Range
>> Consolidated Network; provide these metrics to the government
>>
>>
>>
>> *Environment:*
>> Work with other users of Remedy to enhance effectiveness and collaborative
>> capabilities of Remedy and resolve problems associated with the Enterprise
>> Remedy application.
>>
>>
>>
>> *Compensation:*
>> This opportunity offers a competitive salary with a generous benefits
>> package including medical & dental insurance, 10 paid federal holidays; paid
>> vacation, personal, and sick leave ("discretionary leave" or paid time off);
>> life insurance, long term disability insurance, tuition reimbursement;
>> employee referral bonus program, opportunity to participate in *401(k)*plan.
>>
>>
>>
>>
>>  --
>>
>>  *Emily Sears* Technical Recruiter
>> 102 S. Tejon St. Ste 300
>>
>> Colorado Springs, CO 80903
>> 719.866.6915
>> F 719.866.6928  M 919.260.2489*
>> WWW.TEKSYSTEMS.COM *
>> Please consider the environment before printing this email.
>>  --
>>
>>
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>>
>>
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