Fwd: Audit Form
LJ, Unfortunately on this system I do not have access to ARInside, and I go through multiple tunnels to get to the Client info. I do have access to even run ARInside. From: tekkyto...@aol.com To: ARSLIST@ARSLIST.ORG Sent: 8/7/2015 12:28:34 P.M. Eastern Daylight Time Subj: Audit Form Hi, I am trying export an audit form from Server A to Server B. When I import the audit form on server B, I get an error. Am I supposed to enable/or disable something first before exporting from ServerA? If so, I did not see options to do this. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Fwd: Audit Form
Thanks LJ. How do you know which form the audit log is made from? I do not see another form with a similar name in the objects list. From: tekkyto...@aol.com To: ARSLIST@ARSLIST.ORG Sent: 8/7/2015 12:28:34 P.M. Eastern Daylight Time Subj: Audit Form When I import the audit form on server B, I get an error. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Audit Form
Hi, I am trying export an audit form from Server A to Server B. When I import the audit form on server B, I get an error. Am I supposed to enable/or disable something first before exporting from ServerA? If so, I did not see options to do this. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Delta Data Migration Tool vs RRRChive
Hi, We are trying to configure the DDMT - and having trouble with the syntax for the config files. We were able to see differences, but not migrate successfully. We just want to migrate People data from one server to the next. We checked the RRRChive web page which shows this works for API 7.6.4. We are on 8.1.2. Which tool works better and is straightforward? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
CMDB Question
*** We were having technical issues with the CMDB so we did not use the Class Manager. In Best Practice mode, we added character fields to the BaseElement temporarily, and now we are getting errors that the field are referencing "Computer System." ** I'm 99% sure that you are not 'allowed' to overlay CMDB forms...it breaks things...fyibut, when you say you aren't able...are you in best practice mode?...what sort of error do you get? Are you getting any errors? What version are you on? And did you create these custom fields via the Class Manager? ** >From what I recall... View overlays are the only acceptable overlay on CMDB forms. That will not affect the data model and/or workflow; it is done if you need to pretty up the UI of a CMDB form (add trim/buttons, adjust field layout). If you make structural changes to CMDB forms in Best Practice mode (in an overlay) it will not only throw the metadata out of whack but the CMDB plugins/clients will not see the changes. The CMDB plugins/clients (RE, NE, etc.) only look at Base mode because all CMDB changes should be done via the class manager which results in changes in Base (loosely they are managed by BMC code even though a customer made the change). Beyond that there are a few circumstances that the class manager cannot currently handle and need to be done via Dev Studio. This is a rare case where non-BMC people are advised to make the change in Base mode (regarding the delete overlay verbiage discussed over the last week, this is a valid reason to work in Base mode). I recommend if you think you have a CMDB situation where you need to make a change in Base mode consult with BMC first to confirm. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
CMDB Question
Hi, I added some custom fields via an overlay to Base Element. For some reason, I am unable to delete the overlay and remove the fields. Does anyone know why? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Import Upgrade
Hi, We have a new ITSM 8.1.2 environment. When I import custom forms from 7.0.3 into 8.1.2, I receive a SQL error: ORA 04063, and view ARADMIN.T1232 is missing. Does anyone know what causes this error. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Web Service
Hi, I worked with web services years ago. I forgot one important piece what do I need to know from the other provider in order to consume their web service? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Upgrade to 8.1.2
Hi, Our company is upgrading from 7.0.3 ITSM/AR System 7.5 to 8.1.2. We are trying to figure out if we should do: a) implement new 8.1.2 install on a separate server, and bring selected customizations over (after we modify them via Dev Studio) OR b)" upgrade in place" the AR System and ITSM to 8.1.2 Any ideas/thoughts? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Major Issue: AD Remedy
We have a list of valid Sites in Remedy. A team member made the decision to turn off all location info from AD and just authenticate to AD. All new/modified records from AD will read “Update ” in the staging table. We do not have data admin. This would raise a question – How are the Remedy records going to change from “Update” to the actual Site Location? Manually? Are there any people who are not using AD to locate the Site? Normalizing the data does not apply here – because AD location info is being disabled. Any suggestions on this approach? *** Date: Thu, 26 Mar 2015 16:28:12 + From:"Hennigan, Sandra, CTR, DSS" <_Sandra.Hennigan.Ctr@DSS.MIL_ (mailto:sandra.hennigan@dss.mil) > Subject: Re: Major Issue: AD Remedy The Site is required to add a new CTM:People record. If using ARDBC, create a staging form. Push AD data to the Staging form. In Remedy, for each Company whose data comes from AD, add a default Site - something like "Need to Update". Using workflow, update your Staging form records with the default Site by Company instead of what AD holds. Have the Staging form push the completed data set to CTM:People. Use a "Need to Update" search against CTM:People to return which records to update. By choosing to change AD data manually for Remedy, the Remedy admins end up "owning" data. No one else is required to consider data integrity. WRONG approach. See if you can get your customer to designate a data owner and determine the data gold source. Push AD data to your Staging form. Run some workflow to normalize the data from what AD presents to what Remedy needs. Push the data set to CTM:People. Run reports and use CTM:People data content to require a change to AD. Example: AD Office field reads Alex and Remedy Site needs to have Alexandria. Create workflow against your Staging form to modify Office = Alex to Site=Alexandria prior to pushing the data. Thank you, Sandra -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Koyb P. Liabt Sent: Thursday, March 26, 2015 11:32 AM To: _arslist@ARSLIST.ORG_ (mailto:arslist@ARSLIST.ORG) Subject: Major Issue: AD Remedy ** Hi, We have some bad data in AD. Our team plans to disconnect the location information that we are receiving from AD, and upload new location information into Remedy from a spreadsheet. From that point location updates will be done manually, but authentication will still continue between AD and Remedy. I have never not seen AD location information used. I see this leading to a Remedy administrative manual effort. Does anyone have any thoughts, or things that we need to be warned about? Is anyone not using some type of repository to load the People location data? _ARSlist: "Where the Answers Are" and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at _www.arslist.org_ (http://www.arslist.org/) "Where the Answers Are, and have been for 20 years" -- ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Major Issue: AD Remedy
Hi, We have some bad data in AD. Our team plans to disconnect the location information that we are receiving from AD, and upload new location information into Remedy from a spreadsheet. From that point location updates will be done manually, but authentication will still continue between AD and Remedy. I have never not seen AD location information used. I see this leading to a Remedy administrative manual effort. Does anyone have any thoughts, or things that we need to be warned about? Is anyone not using some type of repository to load the People location data? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
DMT
Hi, We are trying to fix our sites in Remedy. As an example, 1 site is spelled 5 different ways. In DMT, I changed the first site name to the new value. Now I want to change the other 4 site names to the same value. I get an error that displays "Tthis site already exists." Yes, but I want to merge all 5 sites into 1 single address. Is this not what the DMT is for? What step am I messing here. Odd ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Active Directory Integration
Hi, Environment: 8.1 x Oracle 11 R2. We are trying to integrate AD with Remedy to update our people profiles. Our challenge is that the data in AD is messed up. Approximately how long does it take to typically integrate AD and Remedy (when there are data problems)? (from the concept until completion). We have a couple of options: create vendor forms create staging form create escalation from push AD to Vendor, and from the Vendor to Staging OR should I used UDM? or pre-defined LDAP jobs use DMT staging form - to validate LDAP filters Which approach is better is better? and what are some of the advantages / disadvantages? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
AIE 8.1 Install
Hi, We are upgrading to 8.1.2 with the new install approach. I have workflow in AIE on the old Remedy 7.0 system. We installed the CMDB 8.1.2 and I am wondering if a) we should just rebuild everything in the new AI or b) Do should we install AIE also and migrate the workflow over? (as a temporary solution, I realize AIE is expiring) Also, what is the utility to migrate from AIE to AI? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Odd - Mid Tier
Hi, We are on 8.1, in Incident Management, suddenly the Assignee menu is not working on Mid Tier only. I flushed the cache. We can select the Support Group / Assignee on the Client and it works. Has anyone seen this before or have any ideas as to what is causing this? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
OT: Part Time Remedy Support
Hi All, A colleague of mine is looking for part-time Remedy Support remotely. Requirements: - at least 5 years of Remedy experience (AR System 8.x, ITSM, SRM or SLM) - strong advanced knowledge of Remedy's workflow (Active links, Active Link guides, Filters, Forms, etc... via Dev Studio. Please forward your resume to me offline if interested, and we can discuss further details. Thanks, Tom ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Workflow
Hi, It's been a while since I've done this so memory escapes me. I want to enter a "task number" in a field on a display only form, and pull up the specific task from Form A and put this on List Table B on the display form. I have a set fields action to search the task Table A, however I cannot seem to get the qualification right to show the tak details in Table B of the display form. My qualification . (Display form) task # = task # (Form A) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Convert Form
Hi, Is there a way in AR System to convert a form from a regular form to a vendor form without creating the form again? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
911: SRM 7.6.4
Hi, We have a requirement to create SRDs. The info that I received from our team:: - New service Tier 1, Tier 2, Tier 3 Category - The name of the Service requested - The support group details - A Work order needs to be created. Is there any info missing that I need to create the SRD? What are the steps to create the SRD? The technical guide provided me with the following 1. Build Work Order Template 2. Build AOT 3. Build PDT 4. Build SRD When a user requests a specific service, do we need to follow all of these steps above in order to create a Work Order? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
AR System/ITMS 7.6.4 Memory
Hi, We have been experiencing latency, and other errors on our Remedy Production Server. In QA, we received an RPC error. Total memory = 24 G Cache memory = 4 G Buffer = 6 G Swap = 8 G Free memory = 150 mb. Our Lead, who has some Linux, and no Remedy Development - advised us to ignore the 150 mb, because with Linux, as long as the server has the 5G of cache, then Remedy will use the cache so he sees no reason for concern. It appears as if Remedy is not using the cache though based on the performance. Our Lead stated - unless there is an error in the Remedy logs that states "memory low" - then we do not have a memory issue. Over the last few days, the free memory went from 1 Gb to 150 mb free. However I was told that this is how Linux works, and there really is no problem at all. Also, this is a Remedy system where the tables are very large, and increasing by the day, and there is no archiving. We are in a server group. Some team members seem to feel that applications can run good on 150 mb of memory. How do we know for sure if there is a memory issue (i.e. leaking memory, wrong sizing etc)? or if Remedy is using this cached memory? Is there any documentation regarding memory leak issues on 7.6.4? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
AR System /ITSM 7.6.4 Memory
Hi, We have been experiencing latency and other errors on our Remedy Production Server. Total memory = 24 G Cache memory = 4 G Buffer = 6 G Swap = 8 G Free memory = 150 mb. Our Lead, who has some Linux, and no Remedy Development - told us to ignore the 150 mb, because with Linux, as long as the server has the 5G of cache, then Remedy will use the cache so he sees no reason for concern. It appears as if Remedy is not using the cache though based on the performance. Our Lead stated - unless there is an error in the Remedy logs that states "memory low" - then we do not have a memory issue. Over the last few days, the free memory went from 1 Go to 150 mb free. However I was told that this is how Linux works, and there really is no problem at all. Also, this is a Remedy system where the tables are very large, and increasing by the day, and there is no archiving. We are in a server group. How do we know for sure if there is a memory issue (i.e. leaking memory, wrong sizing etc)? or if Remedy is using this cached memory? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Integration SCCM and CMDB
** Our company is staying fixed on 7.6.4, and does not plan to upgrade any time soon. Any idea when AIE is being retired? I can load the data through AIE, so is I assume there is a way in AIE to build logic so that if the CI is no longer in SCCM during the last scan, we can remove this CI's from the dataset in the CMDB. Is this a difficult task to do? The team has the Seamless Data Pump and are going to replace it. Through experience, the Remedy Developer ends up working with the Seamless Pump to some degree also for troubleshooting, log analysis, and resolving any technical issues. ** I would suggest using Atrium Integrator rather than AIE. You didn’t mention what version of ARS and ITSM you are on but since AIE is basically being retired you may want to go ahead and get familiar with AI. I haven’t tried it since 7.6.4 just came out, and it mostly worked then but I imagine it’ s completely functional now. For the record, we’re investigating the Seamless Data Pump (who I believe is owned by someone else now.) One of the main benefits to us is that it makes a separation of duties easier. If we used AI or AIE then not only do we (the Remedy team) have to maintain the software, but also the mappings, the normalization, etc. With this, we have sort of neutral ground and they provide basically normalization mapping spreadsheets so the users can do it themselves for their Product data so they can do license management. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Koyb P. Liabt Sent: Tuesday, March 25, 2014 12:40 PM To: _arslist@ARSLIST.ORG_ (mailto:arslist@ARSLIST.ORG) Subject: Integration SCCM and CMDB ** Hi, I am trying to bring data from SCCM into the CMDB. Would it be better to use AIE, or a script, write a program to bring the computer system, software, processor, Network devices, etc...into the CMDB. I do not want to use any third party tools like the Seamless Connector, so I was curious if any other companies have come up with any good solutions that brings the data from SCCM into the CMDB. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Integration SCCM and CMDB
Hi, I am trying to bring data from SCCM into the CMDB. Would it be better to use AIE, or a script, write a program to bring the computer system, software, processor, Network devices, etc...into the CMDB. I do not want to use any third party tools like the Seamless Connector, so I was curious if any other companies have come up with any good solutions that brings the data from SCCM into the CMDB. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
FW: BMC Support
One by one our team (including our Director) has contacted the RoD contact and the Account Manager and no one has resolved the issue for weeks. Our team has been very patient and polite in dealing with this matter. This is impacting our business so we need to escalate. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice Sent: Friday, November 22, 2013 1:20 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Support ** Many consultants have recommended when this has been requested in the past working with your companies RoD contact and request getting BMC management involved. There are multiple BMC personnel in support you can contact however I have found that getting the Account Manager involved will provide you with getting Management involved faster than working through support contacts. -Original Message- From: Koyb P. Liabt <_Tekkytommy@AOL.COM_ (mailto:tekkyto...@aol.com) > To: arslist <_arslist@ARSLIST.ORG_ (mailto:arslist@ARSLIST.ORG) > Sent: Fri, Nov 22, 2013 1:13 pm Subject: BMC Support ** Hi, Who can we speak with at BMC on a Sr. Management Level about problems we are experiencing with Remedy On Demand Support? The support we are getting is horrific - a real nightmare. At this point, our company does not plan to renew with BMC - specifically because of Remedy On Demand support - NOT the product. There are a list of really serious issues - and a trail of documentation proving BMC has provided us with poor service. I am not going to get into the details on this list. . If you wish to send me any info to help offline, that's fine too. I am going to forward any helpful info to our Management since they are really angry about the poor service with Remedy OnDemand. It is really out of my hands at this point. All I am going to do is find another software - if this does not get resolved fast. _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
BMC Support
Hi, Who can we speak with at BMC on a Sr. Management Level about problems we are experiencing with Remedy On Demand Support? The support we are getting is horrific - a real nightmare. At this point, our company does not plan to renew with BMC - specifically because of Remedy On Demand support - NOT the product. There are a list of really serious issues - and a trail of documentation proving BMC has provided us with poor service. I am not going to get into the details on this list. . If you wish to send me any info to help offline, that's fine too. I am going to forward any helpful info to our Management since they are really angry about the poor service with Remedy OnDemand. It is really out of my hands at this point. All I am going to do is find another software - if this does not get resolved fast. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Firewall AR System / DB
Hi, Does anyone have experience with having a firewall between the AR Server and the database? What are your thoughts with this architecture? Do businesses set up Remedy with a firewall between the AR Server and the database. Our company says it's for security purposes. We are having performance issues - however our company says it is not due to our architecture. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Customization
Actually I was chiming in as a reply to another person who had mentioned Doug. Although yes I think it would be great if he did speak with them - I would NEVER ask Doug to speak to our team. This is not Doug's obligation. However, yes I do think he would be very influential in this situation. When I hear Doug speak - I am very much persuaded, and his communication has been crystal clear to me. Our Management decision makers are technical Managers (i.e. software / infrastructure / architects etc) so we need a heavy hitter on the technical side. Our company is large. It's unfortunate that this miscommunication is happening, and the adverse info is being communicated through our organization about a good product. Our Account rep does not have the type of relationship with our Management in which they would even listen. ** From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of richard@bwc.state.oh.us Sent: Monday, October 21, 2013 7:33 AM To: arslist@ARSLIST.ORG Subject: Re: Customization ** Just asking, but “why Doug” in these situations? Where is your local salesperson or technical person. Don’t you get periodic visits from them or have access to the regional tech person? From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Koyb P. Liabt Sent: Friday, October 18, 2013 5:56 PM To: _arslist@ARSLIST.ORG_ (mailto:arslist@ARSLIST.ORG) Subject: Customization ** ** That's a scary thought. I hope they do not have this point of view with any other application. It's unfortunate because BMC is a really good product, however our Managers are sending out this bad publicity due to a lack of understanding of the BMC products. When I try to explain - it's like talking to sheet rock. Nice people, but I'm not sure why they are not listening to the professional recommendations the BMC SMEs that they hire. Meanwhile we have all these great BMC tools and we are not leveraging the technology. A year ago, I created 1 field in a regular table. I heard noise about it of course - my phone was ringing right away. I was told this new field made them really "nervous" and code changes are not allowed - contact BMC for a hotfix instead. I'm still trying to wrap my mind around this. I wish Doug would have a chat with them. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of arslist Sent: Friday, October 18, 2013 4:35 PM To: _arslist@ARSLIST.ORG_ (mailto:arslist@ARSLIST.ORG) Subject: Re: Customization ** Does your company have the same unrealistic view of all application software or only BMC’s? Feels like a Friday type thread, only a Dilbert version of it. Dan From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Koyb P. Liabt Sent: October 18, 2013 11:06 AM To: _arslist@ARSLIST.ORG_ (mailto:arslist@ARSLIST.ORG) Subject: Re: Customization ** ** We are on AR System/ITSM 7.6.4 and I have explained to the team that we have overlays which manages these code changes. The reply was "No code changes - and BMC has to fix their application." (oh brother) From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Friday, October 18, 2013 9:41 AM To: _arslist@ARSLIST.ORG_ (mailto:arslist@ARSLIST.ORG) Subject: Re: Customization ** What version are you on? In the newer versions, BMC has made it "easier" to customize the system and every version, they try to take more and more customer "customizations" and make them something you can configure within the tool. So I guess the first question is if you are on a version that supports overlays (7.6.04 +). It may then be a good idea to get in touch with your company's sales guy and explain to him the negative opinion everyone has about the product and said comments about the "no customization" rule. I'm sure the sales person will be interested in smoothing things over if he cares about doing more business. Ask him/her to set up a meeting with product management and have a real, in person, discussion with them about the direction of the product and what you should/shouldn't do. Worst case scenario, hit the job market. Sounds like a crappy environment to work in. There are plenty of great opportunities out there. I believe Unisys is hiring. Hope this helps. On Fri, Oct 18, 2013 at 9:32 AM, Koyb P. Liabt <_Tekkytommy@aol.com_ (mailto:tekkyto...@aol.com) > wrote: ** Hi, We have a serious issue. Our company has strictly mandated that no customizations be made to our ITSM system - unless BMC does it via a "Hotfix." Management sta
Customization
** That's a scary thought. I hope they do not have this point of view with any other application. It's unfortunate because BMC is a really good product, however our Managers are sending out this bad publicity due to a lack of understanding of the BMC products. When I try to explain - it's like talking to sheet rock. Nice people, but I'm not sure why they are not listening to the professional recommendations the BMC SMEs that they hire. Meanwhile we have all these great BMC tools and we are not leveraging the technology. A year ago, I created 1 field in a regular table. I heard noise about it of course - my phone was ringing right away. I was told this new field made them really "nervous" and code changes are not allowed - contact BMC for a hotfix instead. I'm still trying to wrap my mind around this. I wish Doug would have a chat with them. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of arslist Sent: Friday, October 18, 2013 4:35 PM To: arslist@ARSLIST.ORG Subject: Re: Customization ** Does your company have the same unrealistic view of all application software or only BMC’s? Feels like a Friday type thread, only a Dilbert version of it. Dan From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Koyb P. Liabt Sent: October 18, 2013 11:06 AM To: _arslist@ARSLIST.ORG_ (mailto:arslist@ARSLIST.ORG) Subject: Re: Customization ** ** We are on AR System/ITSM 7.6.4 and I have explained to the team that we have overlays which manages these code changes. The reply was "No code changes - and BMC has to fix their application." (oh brother) From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Friday, October 18, 2013 9:41 AM To: _arslist@ARSLIST.ORG_ (mailto:arslist@ARSLIST.ORG) Subject: Re: Customization ** What version are you on? In the newer versions, BMC has made it "easier" to customize the system and every version, they try to take more and more customer "customizations" and make them something you can configure within the tool. So I guess the first question is if you are on a version that supports overlays (7.6.04 +). It may then be a good idea to get in touch with your company's sales guy and explain to him the negative opinion everyone has about the product and said comments about the "no customization" rule. I'm sure the sales person will be interested in smoothing things over if he cares about doing more business. Ask him/her to set up a meeting with product management and have a real, in person, discussion with them about the direction of the product and what you should/shouldn't do. Worst case scenario, hit the job market. Sounds like a crappy environment to work in. There are plenty of great opportunities out there. I believe Unisys is hiring. Hope this helps. On Fri, Oct 18, 2013 at 9:32 AM, Koyb P. Liabt <_Tekkytommy@aol.com_ (mailto:tekkyto...@aol.com) > wrote: ** Hi, We have a serious issue. Our company has strictly mandated that no customizations be made to our ITSM system - unless BMC does it via a "Hotfix." Management states that BMC informed them "not to customize." (I believe it's more than an issue related to upgrades - not sure what all was communiccated). As result, whenever there is a change that needs to be made - their position is.." it's BMC's responsibility to fix their application." For example, if there are OOB fields marked as 'optional" and our company wants the fields to be "required" - then the oweness is on BMC to fix it. This is what our company calls "a broken piece of code that needs a hotfix." (how absurd). Internal developers are to administer the data and are not able to create a form, add a field, create an active link, filter etc - it might "break Remedy more." Only four filters were created over the two years from our team. To make a code change, it requires several pages of an essay detailing why we need this new code, weeks of meetings to discuss the filter, Sr. Management must be notified, then go through the CAB review board, etc Unfortunately, because of this "no customize" delusion, our company views the ITSM OOB applications as "junk" because it does not meet requirements that continually change as we mature as a company. Harsh statements are daily communicated throughout our company over these issues. Whenever a field and/or workflow does not match their "wish list" - almost every meeting, people are walking around complaining that the "tool just does not work." This is so f
Re: Customization
** We are on AR System/ITSM 7.6.4 and I have explained to the team that we have overlays which manages these code changes. The reply was "No code changes - and BMC has to fix their application." (oh brother) From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Friday, October 18, 2013 9:41 AM To: arslist@ARSLIST.ORG Subject: Re: Customization ** What version are you on? In the newer versions, BMC has made it "easier" to customize the system and every version, they try to take more and more customer "customizations" and make them something you can configure within the tool. So I guess the first question is if you are on a version that supports overlays (7.6.04 +). It may then be a good idea to get in touch with your company's sales guy and explain to him the negative opinion everyone has about the product and said comments about the "no customization" rule. I'm sure the sales person will be interested in smoothing things over if he cares about doing more business. Ask him/her to set up a meeting with product management and have a real, in person, discussion with them about the direction of the product and what you should/shouldn't do. Worst case scenario, hit the job market. Sounds like a crappy environment to work in. There are plenty of great opportunities out there. I believe Unisys is hiring. Hope this helps. On Fri, Oct 18, 2013 at 9:32 AM, Koyb P. Liabt <_Tekkytommy@aol.com_ (mailto:tekkyto...@aol.com) > wrote: ** Hi, We have a serious issue. Our company has strictly mandated that no customizations be made to our ITSM system - unless BMC does it via a "Hotfix." Management states that BMC informed them "not to customize." (I believe it's more than an issue related to upgrades - not sure what all was communiccated). As result, whenever there is a change that needs to be made - their position is.." it's BMC's responsibility to fix their application." For example, if there are OOB fields marked as 'optional" and our company wants the fields to be "required" - then the oweness is on BMC to fix it. This is what our company calls "a broken piece of code that needs a hotfix." (how absurd). Internal developers are to administer the data and are not able to create a form, add a field, create an active link, filter etc - it might "break Remedy more." Only four filters were created over the two years from our team. To make a code change, it requires several pages of an essay detailing why we need this new code, weeks of meetings to discuss the filter, Sr. Management must be notified, then go through the CAB review board, etc Unfortunately, because of this "no customize" delusion, our company views the ITSM OOB applications as "junk" because it does not meet requirements that continually change as we mature as a company. Harsh statements are daily communicated throughout our company over these issues. Whenever a field and/or workflow does not match their "wish list" - almost every meeting, people are walking around complaining that the "tool just does not work." This is so far from the truth! I have explained many times the concept of "software development application" and "developer." BMC packaged ITSM based on industry standard (and other factors) that contains software development applications that supports IT Service Management. BMC cannot predict which fields you want to be required in every single case. Each company is different. Yes, standardize as much as possible, however if you need to modify the code to fit your business requirement - then do so. I spoke with BMC technical support and asked the technician what is BMC communicating regarding customizations - because our Sr. Management is stating BMC warned them not to customize. The BMC tech informed me that we should not customize ITSM. ?? Where on earth is this coming from? If I needed to change the field from a numerical "9" to the word "nine" on a form - the decision makers on our team would flip out. The reality is, we have a great need to create tables to manage data and for integrations - however we cannot :( _ARSlist: "Where the Answers Are" and have been for 20 years_ -- Tauf Chowdhury _ARSlist: "Where the Answers Are" and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Customization
Hi, We have a serious issue. Our company has strictly mandated that no customizations be made to our ITSM system - unless BMC does it via a "Hotfix." Management states that BMC informed them "not to customize." (I believe it's more than an issue related to upgrades - not sure what all was communiccated). As result, whenever there is a change that needs to be made - their position is.." it's BMC's responsibility to fix their application." For example, if there are OOB fields marked as 'optional" and our company wants the fields to be "required" - then the oweness is on BMC to fix it. This is what our company calls "a broken piece of code that needs a hotfix." (how absurd). Internal developers are to administer the data and are not able to create a form, add a field, create an active link, filter etc - it might "break Remedy more." Only four filters were created over the two years from our team. To make a code change, it requires several pages of an essay detailing why we need this new code, weeks of meetings to discuss the filter, Sr. Management must be notified, then go through the CAB review board, etc Unfortunately, because of this "no customize" delusion, our company views the ITSM OOB applications as "junk" because it does not meet requirements that continually change as we mature as a company. Harsh statements are daily communicated throughout our company over these issues. Whenever a field and/or workflow does not match their "wish list" - almost every meeting, people are walking around complaining that the "tool just does not work." This is so far from the truth! I have explained many times the concept of "software development application" and "developer." BMC packaged ITSM based on industry standard (and other factors) that contains software development applications that supports IT Service Management. BMC cannot predict which fields you want to be required in every single case. Each company is different. Yes, standardize as much as possible, however if you need to modify the code to fit your business requirement - then do so. I spoke with BMC technical support and asked the technician what is BMC communicating regarding customizations - because our Sr. Management is stating BMC warned them not to customize. The BMC tech informed me that we should not customize ITSM. ?? Where on earth is this coming from? If I needed to change the field from a numerical "9" to the word "nine" on a form - the decision makers on our team would flip out. The reality is, we have a great need to create tables to manage data and for integrations - however we cannot :( ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
CMDB Data
Hi, Is there a way in the CMDB that if an asset fails normalization - to not load these specific CI data into the CMDB? We want to filter bad data. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Measurements
Hi, Are there any tools to measure the performance of the ITSM workflow, and possibly the server? We are having major performance issues and hoping to get some metrics to see where the bottlenecks are. Hopefully there are free tools also. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Escalation
*** Yes the escalations were still running after the reboot. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza Sent: Wednesday, August 21, 2013 7:06 PM To: arslist@ARSLIST.ORG Subject: Re: Escalation ** Pretend to appear stern very angry when disabling those Escalations J I’m kidding. I think you have done what needs to be – Are you having a problem despite having done these steps? Joe From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Koyb P. Liabt Sent: Wednesday, August 21, 2013 6:13 PM To: _arslist@ARSLIST.ORG_ (mailto:arslist@ARSLIST.ORG) Subject: Escalation Hi, I do not want an escalation to run. I disabled the escalation via the Dev Studio and restarted the AR System services. I did not go into ar.cfg and set Disable Escalations to "True." Is there another way to stop the escalation from running? _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Escalation
Hi, I do not want an escalation to run. I disabled the escalation via the Dev Studio and restarted the AR System services. I did not go into ar.cfg and set Disable Escalations to "True." Is there another way to stop the escalation from running? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Data Integrity
Hi, We have data that is discovered from ADDM and loaded into the CMDB (7.6.4) that is very inconsistent. For example the CTIs are: Hardware Processing Unit Server vs. Hardware Processing unit (lower case) Server This happens with a lot of the CTIs from ADDM. We do not want the data to be inconsistent in the gold set. What is the best way to clean this up? (i.e. thru configurations on the ADDM side, or through workflow on the CMDB side). Normalization cleans up the Manufacturing inconsistencies combined with the CTI, however we just need the CTI's to be 1 unique naming convention. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
ardiff ITSM 7 6 4
Hi, Is there a free utility that we can use to compare differences between the OOB workflow and what we have on our system. We are planning an upgrade to 8.1 and we are trying to figure out the changes that have been made to our environment. Before I used ardiff. Not sure what happened to this utility. I did not see it on the internet. We are on 7.6.4 and I am not sure what would happen if I used the old ardiff executable. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: IP LanEndpoints CMDB
As you indicated there is a risk with starting with LAN Endpoints. We started with the LAN Endpoints, then it was filtered thru ADDM on our QA server, however in Production ADDM is populating the LAN Endpoints. So my concern is not having a mess in our Production/QA environment. Later the LAN Endpoints will be turned on in QA. Just not sure yet of the full impact... and the cleanup involved. Just want to protect the integrity of the data. *** From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mike Tomasiewicz (ConAgra Foods) Sent: Wednesday, July 10, 2013 12:55 PM To: arslist@ARSLIST.ORG Subject: Re: IP LanEndpoints CMDB ** There should be no impact. Since the LAN Endpoints are stand-alone CIs, and the relationships to hosts are yet more CIs, including them later will just create relationships between the existing CIs and new LAN Endpoint CIs. The risk is really if you start with them all and then decide later to remove the LAN Endpoints and relationships. Careful cleanup is required so things you want to keep don’t get blown away. In either case, ADDM and the CMDB will handle the scenarios with ease. We filter numerous CI types and some host attributes as well. .: Mike T :. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Koyb P. Liabt Sent: Wednesday, July 10, 2013 9:50 AM To: _arslist@ARSLIST.ORG_ (mailto:arslist@ARSLIST.ORG) Subject: IP LanEndpoints CMDB ** Hi, One of our users, made the decision that she does not want to see LAN endpoints in her practice service model that she is building so a filter is set from ADDM blocking all LAN Endpoints. There is a way to filter LAN endpoints from the model without shutting discovery of all LAN Endpoints. However, I wanted to know for planning purposes I was told and read that if you want LAN Endpoints in the CMDB model that you should do it from the beginning. Just wondering what is the risk of adding LAN Endpoints later into the model? Does this have an adverse impact the already existing data that we have in production or does it matter? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
IP LanEndpoints CMDB
Hi, One of our users, made the decision that she does not want to see LAN endpoints in her practice service model that she is building so a filter is set from ADDM blocking all LAN Endpoints. There is a way to filter LAN endpoints from the model without shutting discovery of all LAN Endpoints. However, I wanted to know for planning purposes I was told and read that if you want LAN Endpoints in the CMDB model that you should do it from the beginning. Just wondering what is the risk of adding LAN Endpoints later into the model? Does this have an adverse impact the already existing data that we have in production or does it matter? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Fwd: LAN Endpoint, NICs Remove?
Hi, I explained that the NIC is connected to the computer, the switch, the network router perhaps, the T1, the LAN segments, etc... allowing us to assess the impact for an outage, upgrade, etc... This did not seem to matter. I need to be able to communicate the value in "user-friendly terms." I was asked if there was any documentation to show this relationship and the importance of the NIC info. Is there any documentation on the BMC website that would illustrate how this is valuable for the business? * Some monitoring and logging tools report issues they spot by IP addresses. What your CI's let you do is start at that point and then look at the tree of related CI's to see what is behind the IP. If you've populated the CMDB well enough, you could know servers and apps and affected user groups quickly. If you remove your IP endpoints, you'll have to manually look them up to find the server and then return to the CMDB to see the tree again. If 130K CI's are causing performance issues, it is probably because of the way they are being used rather than their existence in the CMDB. Look to how they are presented to the user. Is someone doing a query that returns them all? Is the UI used too crude to allow chunking or a narrowing of a search? -al From: tekkyto...@aol.com To: ARSLIST@ARSLIST.ORG Sent: 6/18/2013 1:04:33 P.M. Eastern Daylight Time Subj: LAN Endpoint, NICs Remove? Hi All, For performance reasons, our Manager is talking about removing all the NIC device CIs info from the CMDB because there are 130,000 NIC CIs that we loaded into the CMDB from another repository. The NIC info we are discovering includes attributes such as: Default Gateway, DHCP Server, DNS domain, IP Address, MAC address, IP Subnets, DHCP Enabled (yes/no), Host Name, IP Enabled, product classification, etc.. Remedy is being used for incident management, change management, asset management, BSM, Analytics, configuration management, SRM, etc… This is still a relatively new implementation and has not matured. I need to communicate the value of keeping this NIC CI data or the value of removing this data. Does anyone have any suggestions? The Manager was asking “Why do we need to see the MAC address/IP Address in Remedy? What value is this for support or our business? – I can go to another system if I need this MAC/IP address. How does this help?” The next step would be to stop discovering NICs /network devices from ADDM also. No one has introduced Remedy to the Network team. The server team has not really been educated on the Remedy tool either. The tool has been mainly used for submitting tickets for incident/change. I explained many points of why we need this data. However I would like to know your thoughts. How is this network data critical/valuable to our business? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
LAN Endpoint, NICs Remove?
Hi All, For performance reasons, our Manager is talking about removing all the NIC device CIs info from the CMDB because there are 130,000 NIC CIs that we loaded into the CMDB from another repository. The NIC info we are discovering includes attributes such as: Default Gateway, DHCP Server, DNS domain, IP Address, MAC address, IP Subnets, DHCP Enabled (yes/no), Host Name, IP Enabled, product classification, etc.. Remedy is being used for incident management, change management, asset management, BSM, Analytics, configuration management, SRM, etc… This is still a relatively new implementation and has not matured. I need to communicate the value of keeping this NIC CI data or the value of removing this data. Does anyone have any suggestions? The Manager was asking “Why do we need to see the MAC address/IP Address in Remedy? What value is this for support or our business? – I can go to another system if I need this MAC/IP address. How does this help?” The next step would be to stop discovering NICs /network devices from ADDM also. No one has introduced Remedy to the Network team. The server team has not really been educated on the Remedy tool either. The tool has been mainly used for submitting tickets for incident/change. I explained many points of why we need this data. However I would like to know your thoughts. How is this network data critical/valuable to our business? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
AST:AssetPeople
** We do not have any reconciliation jobs that are configured to delete AST:AssetPeople records. The only job we have is to remove assets out of a staging dataset that were submitted by let's say user "netcool_usr" and BMC.ASSET with user "netcool_usr" ** I would have to try to find this spreadsheet in the organization. I need to understand what caused the entire table to be wiped out. How could this happen - outside of someone manually deleting this? The reconciliation job would not have done this correct? If this info was once in the system, would I be able to build this through workflow by merging data from other tables? We would need the instance id - reconciliation id, person info, ci, etc.. ** What do you have to be able to rebuild this such as a spreadsheet with the Computer name and the User Login? -Original Message- From: Koyb P. Liabt <_Tekkytommy@AOL.COM_ (mailto:tekkyto...@aol.com) > To: arslist <_arslist@ARSLIST.ORG_ (mailto:arslist@ARSLIST.ORG) > Sent: Mon, Jan 28, 2013 10:02 am Subject: AST:AssetPeople ** Hi, This is a problem for us. What could have wiped out the AST:AssetPeople records? (outside of some manually going into the table and wiping it). The records were there before. We need this info for the "used by" relationship. We cannot associate the CIs with the people without this data in AST:AssetPeople. ** Hi, Entries from AST:AssetPeople are missing. Do we have to reload spreadsheets? Or is there a way through workflow to get this data populated? Is there a way to automatically load this? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
AST:AssetPeople
I would have to try to find this spreadsheet in the organization. I need to understand what caused the entire table to be wiped out. How could this happen - outside of someone manually deleting this? The reconciliation job would not have done this correct? If this info was once in the system, would I be able to build this through workflow by merging data from other tables? We would need the instance id - reconciliation id, person info, ci, etc.. ** What do you have to be able to rebuild this such as a spreadsheet with the Computer name and the User Login? -Original Message- From: Koyb P. Liabt <_Tekkytommy@AOL.COM_ (mailto:tekkyto...@aol.com) > To: arslist <_arslist@ARSLIST.ORG_ (mailto:arslist@ARSLIST.ORG) > Sent: Mon, Jan 28, 2013 10:02 am Subject: AST:AssetPeople ** Hi, This is a problem for us. What could have wiped out the AST:AssetPeople records? (outside of some manually going into the table and wiping it). The records were there before. We need this info for the "used by" relationship. We cannot associate the CIs with the people without this data in AST:AssetPeople. ** Hi, Entries from AST:AssetPeople are missing. Do we have to reload spreadsheets? Or is there a way through workflow to get this data populated? Is there a way to automatically load this? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
AST:AssetPeople
Hi, This is a problem for us. What could have wiped out the AST:AssetPeople records? (outside of some manually going into the table and wiping it). The records were there before. We need this info for the "used by" relationship. We cannot associate the CIs with the people without this data in AST:AssetPeople. ** Hi, Entries from AST:AssetPeople are missing. Do we have to reload spreadsheets? Or is there a way through workflow to get this data populated? Is there a way to automatically load this? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
AST:AssetPeople
Hi, Entries from AST:AssetPeople are missing. Do we have to reload spreadsheets? Or is there a way through workflow to get this data populated? Is there a way to automatically load this? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
SRM
Please reply if interested. Job starts 1/7/13 in northern NJ. C2C, W2, 1099 * Knowledge of Remedy v8 * Extensive Knowledge of SRM model. * Ability to create forms. * Import data/Create web-services to push data to other systems (CA Clarity), pull data from LDAP’s and other types of sources. * Ability to create SLA’s * Add approvers and their proper workflows * Good communication skills * Ability to collect requirements from application owners to automate their request processes * Ability to document those requirements into standard documents and format * Ability to interface with the Remedy support team/server support team who keeps the application running * Ability to provide training and overviews to the teams on the use of SRM * Administration * Ability to add users to Remedy * Ability to create fulfillment teams in Remedy * Ability to add form items, such as pull down values * Reporting * Knowledge of reporting tool in remedy and the ability to create custom reports and those canned reports to be used by the teams Tom ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
OT: Seeking a Remote Project
Hi, Sr. Remedy Developer with over 12 years of experience. Looking for a remote job. Please contact me directly if you know of any projects at this time. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
CMDB 7.6.4
*** Hi, Will using cmdbdiag resolve this error message below? >>>I have a ARERR [120039] - operation violates the cardinality constraint of the relationship. How do I resolve the error message? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
CMDB 7.6.4
Hi, CMDB 7.6.4 The utility cmdbdiag - why is this utility used? Is this cmdbdiag utility used to clean cardinality constraint violations? I have a ARERR [120039] - operation violates the cardinality constraint of the relationship. What value does this cmdbdiag tool provide? - for example, why would I use the tool to clean the dataset versus just deleting the data in the dataset? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
CMDB
Hi Everyone, Have reconciliation jobs stuck in the queue and CMDB is not acting right. What is the correct procedure to restart the CMDB running on Linux? Thanks, TekkyTommy ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Question
Hi: For multi-tenancy - if I have two separate companies Company Enterprise J Company Enterprise B Can I have the same support group names when I configure multi-tenancy for both Company A and Company B? Are there any problems with naming the Company and the Support Organization the same name? For Example: Company: Enterprise J Organization: Enterprise J ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Single to Multi-tenancy Conversion
Hi Everyone, What is the best way to convert a single tenancy ITSM installation to a multi-tenancy installation? Does it make sense to export the data out of the system into spreadsheets make our changes ' and then use the ITSM Data Management tool to import / validate the changed data? or is there a better way? Then once the system is converted what is the best way to replicate the data to other servers like qa and prod? Thanks, TekkyTommy ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Re: AIE Re-Install
Any idea why the AIE install stops. I executed the atriumcore installer.
The installer tries to verify the pre-existing workflow, then stops. I
want to only install AIE.
The install log files reads:
(Jun 11 2012 04:35:04.057 PM
-0500),INFO,com.bmc.install.builder.installanywhere.InstallationTaskAction,
LOG EVENT {Description=[INFO],Detail=[Unable to localize [Validating if
any feature are of higher version]]}
(Jun 11 2012 04:35:04.057 PM
-0500),INFO,com.bmc.install.product.atriumfoundation.task.AtriumFoundationDownGradeDetectionValidationTask,
PROGRESS EVENT {Description=[Validating if any feature are of higher
version],Progress=[100],Detail=[Validating if any feature are of higher
version]}
(Jun 11 2012 04:35:04.057 PM
-0500),CONFIG,com.bmc.install.task.InstallationPropertiesHelper,
LOG EVENT {Description=[SET PROPERTY VALIDATION_ERROR_RESULT],Detail=[BMC
Atrium CMDB 7.6.04.01;featureDSL 7.6.04.01;Atrium Impact Simulator
Engine 7.6.04.01]}
(Jun 11 2012 04:35:04.057 PM
-0500),INFO,com.bmc.install.product.atriumfoundation.task.AtriumFoundationDownGradeDetectionValidationTask,
LOG EVENT {Description=[Validation error],Detail=[BMC Atrium CMDB
7.6.04.01
featureDSL 7.6.04.01
Atrium Impact Simulator Engine 7.6.04.01]}
(Jun 11 2012 04:35:04.555 PM
-0500),CONFIG,com.bmc.install.builder.installanywhere.InstallationTaskAction,
LOG EVENT {Description=[COMPLETED
InstallationTask],Detail=[com.bmc.install.product.atriumfoundation.task.AtriumFoundationDownGradeDetectionValidation
Task]}
=
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jon Slaven
Sent: Tuesday, June 12, 2012 9:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: AIE Re-Install
can you type out the error tommy? the image isn't coming through for me
___
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Fwd:AIE Re-Install
The following feature(s) were detected to be of higher versions. - BMC Atrium CMDB 7.6.4.010 - Feature DSL 7.6.4.010 - Atrium Impact Simulator Engine 7.6.04.01 After this message the install screen does not allow me to press the NEXT button. It does not go further. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jon Slaven Sent: Tuesday, June 12, 2012 9:02 AM To: arslist@ARSLIST.ORG Subject: Re: AIE Re-Install can you type out the error tommy? the image isn't coming through for me ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
AIE Re-Install
Hi, I was attempting to re-install AIE using the AtriumCore setup program and got the following error message. Does anybody know what this means? TekkyTommy ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
AIE Install
Hi, Is this the correct file (Atrium7604.Linux.tar.gz) to use to install AIE on a Linux server. If not what is the correct file? TeKkyTommy ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
AIE Install
Hi, AIE was uninstalled by mistake on linux AR server with service pack 3 installed. What is needed / how do you re-install AIE? Thanks, TekkyTommy ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Mid Tier Start / Stop Services
Hi, It has been a long time, and I forgot how to start/stop the Mid Tier services. Do I start / stop the services in the configuration tool ? or by selecting the Apache Tomcat service and stopping it? I looked in the Mid Tier guide and it was showing me how to manually stop the Servlet for HPUX. I must be overlooking something. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
CMDB and Product Catalog
Hi all, How do we remove all of the CI's except business services/service offerings? Is this just a matter of wiping the dataset and excluding Tier 1 = "Business Service" a qualification? How do we remove all entries except the Product Catalog services/service offerings? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
AIE: Data Exchange
Hi, We have 2 instances of AIE data exchanges. One of the instances points to QA, and the other instance points to DEV. We want both instances to point to DEV. I have never done this before. Is this difficult to modify? I looked at the instances in AIE, and I am sorting thru this now. Is there anything specific that I need to be careful of? Do I need to work with the DBA to change this? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Results List restriction
Hi, AR system 7.6.4 Using the client, the results list for a table is restricted to 15,000 records. Where can I find this configuration setting so that I can change it? In the user tool, I used to go to the Tools / Options / and then the Behavior tab, however this configuration for 15,000 records is not set there. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
CMDB Datasets
Hi, In the CMDB, the Client requested that there be a dataset for each of the support users. Approximately 50 to 60 datasets. I normally build the datasets based on the business need to manage the data. I do not create a sandbox for each support user. Can this become an issue later? If yes, how? Also multii-tenancy was created for each sub-division just to keep each sub-division from seeing the cost center # of the other subdivision, and to be able to generate reports on the cost center of each subdivision. I do not normally use multi-tenancy in this way. Is this design a good solution for this type of requirement? Are we using multi-tenancy wrong? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Overlays and Help
Hi, Is there a way to stop overlays from triggering in our Change Management system during a request of one particular service (i.e. Facilities) without affecting other parts of the CM application? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Fwd: Windows 7 and ARS 7.6.4.
Hi, this is installing AR System/Mid Tier 7.6.4 on the Windows 7 Operating System. From: shawn.pier...@sug.com Reply-to: arslist@ARSLIST.ORG To: arslist@ARSLIST.ORG Sent: 8/31/2011 5:44:12 P.M. Eastern Daylight Time Subj: Re: Windows 7 and ARS 7.6.4. ** Do you mean the Mid Tier itself or using Windows 7 to connect to a Mid Tier server? We’re running 7.6.4 on Windows Server 2008, and I’m using Windows 7 as a client and I have no issues with any of those items at this time. Thanks, Shawn Pierson Remedy Developer | Southern Union From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Koyb P. Liabt Sent: Wednesday, August 31, 2011 3:58 PM To: arslist@ARSLIST.ORG Subject: Windows 7 and ARS 7.6.4. ** Hi, Does anyone have ARS 7.6.4 with Midtier running on Windows 7? _attend WWRUG11 _www.wwrug.com_ (http://www.wwrug.com/) ARSlist: "Where the Answers Are"_ Private and confidential as detailed _here_ (http://www.sug.com/disclaimers/default.htm#Mail) . If you cannot access hyperlink, please e-mail sender. _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Windows 7 and ARS 7.6.4.
Hi, Does anyone have ARS 7.6.4 with Midtier running on Windows 7? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Midtier 7.6.4 on Windows 7
When I try to install Midtier on windows 7 I get an ("Invalid Tomcat
installation folder") error.
The AR Server is installed and functioning.
I have tried to reinstall.
I have moved the ARSystemInstalledConfiguration.xml file.
I have tried with and without Apache Tomcat installed.
Is there something in the ARSystemInstalledConfiguration.xml file that I can
just edit?
Also the install does not seem to be able to detect that the Apache HTTP server
is installed
Does anyone know how to fix this?
Thanks,
TekkyTommy
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Staging Forn for WSDL Data?
We are passing data from an External System to generate a work order and a task.. We are using WSDL. What is the name of the out-of- the- box staging form that is used to pass this data? I was told there is an out of the box staging form. Is this correct? Does anyone have a recommendation for a better approach? Should we be passing this from an external system to a staging form? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
SRM: SLA's
Hi, Can we have SLA’s attached to a particular requestable service Will the Global or Assignment group SLA”s over ride service SLA. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Change Management
Hi, On the Task tab in Change Management - Is there a reason the scroll bar is not displayed under the Tasks table, but the scroll par is displayed in the Work Info table? One of our users is grumbling about this...the argument is consistency, wanting to see more fields etc.. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Users Logged In
Hi, Is there a field in the new ITSM 7.6.03 that shows you the login date that the user last logged in? We are trying to run reports on users that have not logged in within the last 90 days. There must be a way to capture this. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Remedy Table
Hi, Which Remedy table has the Support Organization, Support Group, and the Location? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Asset Management Status and Discovery
Hi, If our asset is marked as "in inventory" and Foundation Discovery does not find the asset on the network (since it is in inventory), after synchronization, what would the status be for this asset in BMC.ASSET after reconciliation? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Discovery of Asset
Hi, We only have Discovery Foundation 1.6. Is there any other (free) way to discover storage devices on our network, and load them into the CMDB? I can program so I am not sure if there is way thru programming scripts to gather this info that is part of our network. Our company will not spend the money for BMC Topology which I know covers storage devices. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
HTLM format Emails 7.5
Hi, I see the SYS:Notification Messages form contains our email messages. However the emails are in plain text format. We want the emails in HTML format. How do we configure this to send emails as HTML. In the previous version 6.x we just used a template and a filter fired the action. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Foundation Discovery and Database
Is there any way to discover the database info (without buying Topology). We only have Foundation 1.6 and we are transitioning into another Remedy system soon. In the meantime, we need to discover the database info and load it into the CMDB. Can this be done with perl scripts? or some other method? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Locations in Discovery
Hi, Can you configure the Discovery Foundation tool to discover a location? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Discovery and CMDB
If a server was discovered and marked as "deployed" and then later is not pingable - what status would you give this server? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Parent _ Child Relationship Server Appliction
I have to define a role when importing the application data. In the case we have a server, and an application, are you saying that an application is the "Parent" role? In relationship to the server, I considered the application the "child" and the server the parent. Without the Server, the application would not operate. Is there any documentation on this. I have not been able to find it. ** I’m not sure it can be thought of in such a simple manner. The problem is that what you consider the parent or the child does not necessarily correspond to the direction of the relationship depending on what type of relationship you’re talking about. For example, if Item A depends on Item B, your relationship arrow goes from Item A to Item B, but can you say that one is the parent or child in this relationship? In the case of applications on servers in the CMDB, BMC uses a HostedSystemComponent relationship. (I don’ t’necessarily agree with this approach, but that’s the way it is…) In that case, the arrow goes from the server to the application. Conceptually, the application could probably be thought of as the child, but the arrow goes the other way (you can also debate which way the arrows ought to go to indicate which is the parent or the child, further muddying the waters). I would say to not even try to think of things in terms of parent-child. Rather, just figure out which way the arrows should go. In this case, they go from the server to the application. What this means in concrete terms is that, when you create a HostedSystemComponent for this, the Source is the server, and the Destination is the application. Does that make sense at all? Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Koyb P. Liabt Sent: Friday, November 20, 2009 10:35 AM To: arslist@ARSLIST.ORG Subject: Parent _ Child Relationship Server Appliction ** Hi, We are having confusion in our organization. Relationships - If let's say Solaris Applications sit on the UNIX server. Is the Solaris Application a child of the Unix server. Or is the Unix server a child of the Solaris Application. We are just trying to understand what is the relationship of the applications. _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"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Parent _ Child Relationship Server Appliction
Hi, We are having confusion in our organization. Relationships - If let's say Solaris Applications sit on the UNIX server. Is the Solaris Application a child of the Unix server. Or is the Unix server a child of the Solaris Application. We are just trying to understand what is the relationship of the applications. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
test
test ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Immediate: Sr. Remedy Developer for Winchester VA
Hello All, Passing on a requirement we have for a Senior Remedy Developer - the rate is $70/hr C2C. Please send me an email off line with your resume, contact number if you are interested and available to be on site October 5, 2009. A senior Remedy administrator. The resource will be working as a subject matter expert, serve as a technical lead for installing, configuring and customizing the Remedy ITSM 7.x applications. He would also assist the customer personnel with installing, configuring and customize Remedy ITSM 7.x for their environment. The resource will evaluate and assess the business process and configuration of the existing Remedy 6.x environment and assist the customer with a roadmap and project plan for the enhancements and upgrade path towards Remedy 7.x. The work location is Winchester,VA and no additional travel is paid. The period of performance is for 4.5 months only. Thanks, Tom on behalf of MJ Enterprise ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Asset Management
We have a requirement to merge several Purchase Requisitions into 1 single PO in Asset Management. Has anyone ever done this? Several orders are going to be placed but the teams want this is on one Purchase Order. **An Excellent Credit Score is 750. See Yours in Just 2 Easy Steps! (http://pr.atwola.com/promoclk/100126575x1221823248x1201398651/aol?redir=http://www.freecreditreport.com/pm/default.aspx?sc=668072&hmpgID=62&bcd=May Excfooter51609NO62) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Licensing
Does Remedy sell a Developer's license to cover AR System 7.5/SRM/Asset Management/Incident/Change Management/BMC Topology discovery/Flashboards? **A Good Credit Score is 700 or Above. See yours in just 2 easy steps! (http://pr.atwola.com/promoclk/100126575x1220572846x1201387511/aol?redir=http://www.freecreditreport.com/pm/default.aspx?sc=668072&hmpgID=62&bcd= Aprilfooter427NO62) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Asset Management Application
Hi, Our receiving department is?looking to scan assets into Remedy.? We are using the Symbol LS2208.??We checked with?Aerproprise and their software is not compatible with this scanner. What are others doing to scan their hardware into?Asset Management when new hardware is received?? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Incident ID number
Hi, AR System 7.1, ITSM. In HPD:HelpDesk, we want to reduce the database input of the 'Incident ID' from 15 to 12.? We also plan to modify the Incident ID from 15 to 12 in the HPD Ticket Generation form.? Our team just does not want to see all of the INC 0027 - they want to to trim it down a bit.? We have done this before in AR 6.3.? Has anything changed in 7.x to prevent us?from doing this.? And are there any other forms that need to be modified for this to work? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Incident Management 7.x Slow
Hi, List: Min 2 threads, Max 2 threads (390635) Fast:?Min 2 threads, Max 2 threads?(390620) Escalation: Min 1 thread, Max 1 thread (390603) Alert: Min 1 thread, Max 1 thread (390601) Entry type is blank with: Min thread 2, Max thread 2 (390626) We are on SQL 2005.? Not sure if we have backed up and truncated the transaction logs - we will find out. -Original Message- From: Joe DeSouza <[EMAIL PROTECTED]> To: arslist@ARSLIST.ORG Sent: Thu, 11 Sep 2008 12:21 pm Subject: Re: Fwd: Incident Management 7.x Slow ** Can you take an AL and Filter log including an SQL log and see if the system is performing any searches to a form that might have a large number of records? ? Also what about your thread settings? Have you configured your Fast and List threads appropriately? ? What database are you on? MS-SQL?? If so have you backed up and truncated your transaction logs? ? These are the few things that come to my mind.. ? Cheers ? Joe D'Souza Remedy Developer / Consultant, Shyle Networks, New Jersey. - Original Message From: Koyb P. Liabt <[EMAIL PROTECTED]> To: arslist@ARSLIST.ORG Sent: Thursday, September 11, 2008 12:12:59 PM Subject: Fwd: Incident Management 7.x Slow ** Forgot to mention - this hanging when submitting tickets to Incident Management?also happening in Production - and there has not been any customizations to the Production Incident Management application - its straight out of the box. -Original Message- From: [EMAIL PROTECTED] To: ARSLIST@ARSLIST.ORG Sent: Thu, 11 Sep 2008 12:06 pm Subject: Re: Incident Management 7.x Slow We have maybe 23 records in Incident Management because it still new.? We have not done much at all in terms of customization.? I created one permission group and one active link that is disabled. -Original Message- From: Joe DeSouza <[EMAIL PROTECTED]> To: arslist@ARSLIST.ORG Sent: Thu, 11 Sep 2008 11:52 am Subject: Re: Incident Management 7.x Slow ** Whats the size of your system??Meaning number?of records etc? Any customizations? ? I would check on?things like indexes.. Maybe some customizations you have done?runs a bad search? ? Joe D'Souza Remedy Developer / Consultant, Shyle Networks, New Jersey. - Original Message From: Koyb P. Liabt <[EMAIL PROTECTED]> To: arslist@ARSLIST.ORG Sent: Thursday, September 11, 2008 11:43:12 AM Subject: Incident Management 7.x Slow ** Hello all, We are on ITSM 7.0.3, patch 7.? We are having issues with?the Incident Management application only.? When the user presses SAVE to create the ticket - it takes 5 minutes to process the transaction, and then the error message comes back and says: ARERR [92] Timeout during database update -- the operation has been accepted by the server and will usually complete successfully : server XYZ The process does not hang when submitting tickets via?Asset, or Change Management.? I generated logs and nothing jumped out.? I noticed the latency happens when?modify an incident record ticket also. Is there some bug with Incident Management? __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ Looking for spoilers and reviews on the new TV season? Get AOL's ultimate guide to fall TV. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Fwd: Incident Management 7.x Slow
Forgot to mention - this hanging when submitting tickets to Incident Management?also happening in Production - and there has not been any customizations to the Production Incident Management application - its straight out of the box. -Original Message- From: [EMAIL PROTECTED] To: ARSLIST@ARSLIST.ORG Sent: Thu, 11 Sep 2008 12:06 pm Subject: Re: Incident Management 7.x Slow We have maybe 23 records in Incident Management because it still new.? We have not done much at all in terms of customization.? I created one permission group and one active link that is disabled. -Original Message- From: Joe DeSouza <[EMAIL PROTECTED]> To: arslist@ARSLIST.ORG Sent: Thu, 11 Sep 2008 11:52 am Subject: Re: Incident Management 7.x Slow ** Whats the size of your system??Meaning number?of records etc? Any customizations? ? I would check on?things like indexes.. Maybe some customizations you have done?runs a bad search? ? Joe D'Souza Remedy Developer / Consultant, Shyle Networks, New Jersey. - Original Message From: Koyb P. Liabt <[EMAIL PROTECTED]> To: arslist@ARSLIST.ORG Sent: Thursday, September 11, 2008 11:43:12 AM Subject: Incident Management 7.x Slow ** Hello all, We are on ITSM 7.0.3, patch 7.? We are having issues with?the Incident Management application only.? When the user presses SAVE to create the ticket - it takes 5 minutes to process the transaction, and then the error message comes back and says: ARERR [92] Timeout during database update -- the operation has been accepted by the server and will usually complete successfully : server XYZ The process does not hang when submitting tickets via?Asset, or Change Management.? I generated logs and nothing jumped out.? I noticed the latency happens when?modify an incident record ticket also. Is there some bug with Incident Management? Looking for spoilers and reviews on the new TV season? Get AOL's ultimate guide to fall TV. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Incident Management 7.x Slow
We have maybe 23 records in Incident Management because it still new.? We have not done much at all in terms of customization.? I created one permission group and one active link that is disabled. -Original Message- From: Joe DeSouza <[EMAIL PROTECTED]> To: arslist@ARSLIST.ORG Sent: Thu, 11 Sep 2008 11:52 am Subject: Re: Incident Management 7.x Slow ** Whats the size of your system??Meaning number?of records etc? Any customizations? ? I would check on?things like indexes.. Maybe some customizations you have done?runs a bad search? ? Joe D'Souza Remedy Developer / Consultant, Shyle Networks, New Jersey. - Original Message From: Koyb P. Liabt <[EMAIL PROTECTED]> To: arslist@ARSLIST.ORG Sent: Thursday, September 11, 2008 11:43:12 AM Subject: Incident Management 7.x Slow ** Hello all, We are on ITSM 7.0.3, patch 7.? We are having issues with?the Incident Management application only.? When the user presses SAVE to create the ticket - it takes 5 minutes to process the transaction, and then the error message comes back and says: ARERR [92] Timeout during database update -- the operation has been accepted by the server and will usually complete successfully : server XYZ The process does not hang when submitting tickets via?Asset, or Change Management.? I generated logs and nothing jumped out.? I noticed the latency happens when?modify an incident record ticket also. Is there some bug with Incident Management? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Incident Management 7.x Slow
Hello all, We are on ITSM 7.0.3, patch 7.? We are having issues with?the Incident Management application only.? When the user presses SAVE to create the ticket - it takes 5 minutes to process the transaction, and then the error message comes back and says: ARERR [92] Timeout during database update -- the operation has been accepted by the server and will usually complete successfully : server XYZ The process does not hang when submitting tickets via?Asset, or Change Management.? I generated logs and nothing jumped out.? I noticed the latency happens when?modify an incident record ticket also. Is there some bug with Incident Management? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Unix Server to restart services in 7.x
I received a message that some processes had to be stopped manually. armonitor, arservd, arforkd, arplugin, arrecond, arsvcdsp, snmpxdmid... the arsystem stop doesn't stop these services? I looked in the manual and did not see how to stop these manually -Original Message- From: Rick Cook <[EMAIL PROTECTED]> To: arslist@ARSLIST.ORG Sent: Mon, 30 Jun 2008 2:04 pm Subject: Re: Unix Server to restart services in 7.x ** /etc/init.d/arsystem restart should work.? Assuming that you used the default install directory.? If it's not there, then take Fred's advice. Rick On Mon, Jun 30, 2008 at 1:54 PM, Koyb P. Liabt <[EMAIL PROTECTED]> wrote: ** Hi, We are on 7.x What is the command to?restart the Remedy Services on Unix? ? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Unix Server to restart services in 7.x
Hi, We are on 7.x What is the command to?restart the Remedy Services on Unix? ? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
ITIL or Best Practice Pending Status Guidelines
Hi, Are there any best practice/ITIL white papers or guidelines for Pending tickets’ time limit? Right now our Help Desk tickets are in the pending status for 2 weeks. I have been searching the internet with no success finding this. I would be interested in knowing how other company's are determining how long tickets can remain in a Pending status. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Database Replication from Prod to QA
Hi, We are copying production to QA - via a database replication.? Should we shut down the application server when this is in progress? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
User Tool
I keep trying to add in our development server into the account login in screen. For some reason it keeps wiping out the dev server. Before it used to work. Then I upgraded the user tool and now I can not add in the development server. What a pain. I went to see if my preferences were set to a specific server. My login does not have a preference. **Wondering what's for Dinner Tonight? Get new twists on family favorites at AOL Food. (http://food.aol.com/dinner-tonight?NCID=aolfod000301) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Remedy and Crystal
Hi All, I am getting an ARERROR 1244 (External qualification error field unexpected $Support Group...) when executing a Crystal report thru remedy. I looked in the documentation and it says syntax error. The syntax has not changed and has been working all along. I updated patches on the user tool. Then I went into production and the reports that used to run are giving me the same error? **Planning your summer road trip? Check out AOL Travel Guides. (http://travel.aol.com/travel-guide/united-states?ncid=aoltrv000316) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Development Server
via remote desktop connection - no access to the dev box **Biggest Grammy Award surprises of all time on AOL Music. (http://music.aol.com/grammys/pictures/never-won-a-grammy?NCID=aolcmp00300025 48) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Development Server
Our company is not allowing developers to access the development server remotely. How do others work around this? I find when I need to trouble shoot some types of fixes require met to go directly onto the server? **Biggest Grammy Award surprises of all time on AOL Music. (http://music.aol.com/grammys/pictures/never-won-a-grammy?NCID=aolcmp00300025 48) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Mid Tier Web Services
We designed a custom web page #1 with a URL that opens web page #2. On Web page #2 there is another URL that opens the remedy login. When the user logins in to remedy and a custom web page opens that our end-users want to modify. This custom web page is the not the Remedy OOB home page, and has some workflow that does not work well. We have been tasked with fixing this workflow. Is it better to use web services to customize, reduce the logins and direct the user to the OOB Remedy home page (with links for Change/Incident, etc) or would it faster (less effort)t to scrap a customized web page and go back to the original OOB Remedy Home page? **See AOL's top rated recipes (http://food.aol.com/top-rated-recipes?NCID=aoltop000304) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Custom CMDB
Hi All – I have to recommend either building the CMDB from scratch or using the OOB CMDB. Currently we have a fully custom application. Would you recommend building the CMDB from scratch? Email and AIM finally together. You've gotta check out free AOL Mail! - http://mail.aol.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Overwriting Code
We are using Migrator 7. However is this normal for the code to be missing between migrations? Is there a way to ensure/validate that the code really got to the destination? I have trusted the migration report – should I not trust the migration report? Is it normal for the migration to introduce new bugs into production? After the migrations we do not know what to expect in production - I just do not see this as “normal”. The technical person says “well code can be overlooked” (which is human) – however the report should be the checkpoint correct? Does Remedy’ Migrator’s Source Control prevent these issues? *** You trusted Migrator to do all that? I'm a pretty religious man, but that is beyond the limits of my faith. Part of using Migrator is knowing what it can and cannot be trusted to do well. It's like driving an old car you've owned for a while - you know it's weaknesses and limits, and you learn to work around them to get where you're going without incident. I have run Migrator on systems with similar or less system resources, so I don't think that's the problem. My first guess was that either the person using Migrator didn't fully understand exactly what it would do (who does?) or didn't have it configured exactly as it should have been, which is pretty common. But then you said that the Migration took 25 hours? I have never seen Migrator take anywhere near that much time to do what it does, even with massive changes to migrate. What version of Migrator are you using? The newest one is supposed to address some performance issues, but that doesn't address the data corruption issue, which is the more serious one, IMO. Rick On 8/23/07, Koyb P. Liabt <[EMAIL PROTECTED]> wrote: > > ** > > We have 3 environments and a SANDBOX. Code tested successfully in QA and > was imported into Production and broke workflow. > > To fix, we ported code from Prod to a SANDBOX, then to QA, then to Prod > again. The technical staff took 25 hours for our OOB applications with > minor customizations (AR System 7, Change, Asset, and SLA). > > To prepare we did the following: > 1. Prod database has been restored into QA and Dev for synchronized > environments. > 2. Generated .def files from QA for all objects prior to every > migration. > 3. Loaded the "new code" to development > > It took over 25 hours for the following: > a) migrate new objects from .def files into QA > b) restore the QA database with "new objects" into Dev > c) restore the QA backup to QA (to undo the build that failed > changes in QA). > > Our environment: > The Prod database increased from 4GB to 17GB and after restoring it into > Dev, where the Migrator Utility lives, it looks like Migrator cannot handle > the workload when it targets the development server (itself). The Dev server > is a virtual machine with 2 CPUs and 4GB of RAM > > Total this took 50 hours. > > When the code was restored to productions - it was to be restored to the > previous state. However, we found code was wiped out again in production. > Apparently we went a few versions back, and the code we are now viewing is > from months ago.. The person migrating said that code could be missed and > introduce new bugs - that is the risk we take. Migrator has a report that > shows failure or dropped code. Validating the results of the migration - > shouldn't this protect us and prevent this from happening? > > Also are we doing something wrong here? I have never had migrations take > so long. Nor have I ever seen code wiped out all the time. With each > migration things seem to go wrong. > Email and AIM finally together. You've gotta check out free AOL Mail! - http://mail.aol.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Overwriting Code
We have 3 environments and a SANDBOX. Code tested successfully in QA and was imported into Production and broke workflow. To fix, we ported code from Prod to a SANDBOX, then to QA, then to Prod again. The technical staff took 25 hours for our OOB applications with minor customizations (AR System 7, Change, Asset, and SLA). To prepare we did the following: 1. Prod database has been restored into QA and Dev for synchronized environments. 2. Generated .def files from QA for all objects prior to every migration. 3. Loaded the "new code" to development It took over 25 hours for the following: a) migrate new objects from .def files into QA b) restore the QA database with "new objects" into Dev c) restore the QA backup to QA (to undo the build that failed changes in QA). Our environment: The Prod database increased from 4GB to 17GB and after restoring it into Dev, where the Migrator Utility lives, it looks like Migrator cannot handle the workload when it targets the development server (itself). The Dev server is a virtual machine with 2 CPUs and 4GB of RAM Total this took 50 hours. When the code was restored to productions - it was to be restored to the previous state. However, we found code was wiped out again in production. Apparently we went a few versions back, and the code we are now viewing is from months ago.. The person migrating said that code could be missed and introduce new bugs - that is the risk we take. Migrator has a report that shows failure or dropped code. Validating the results of the migration - shouldn't this protect us and prevent this from happening? Also are we doing something wrong here? I have never had migrations take so long. Nor have I ever seen code wiped out all the time. With each migration things seem to go wrong. ** Get a sneak peek of the all-new AOL at http://discover.aol.com/memed/aolcom30tour ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
