Re: Integrating Remedy with Outlook
** You might look at: http://www.sourceforge.net/projects/roi It doesn't do anything with contacts...but it synchronizes tasks and/or calendar. And it's free. And open source. And free. And you could easily tweak it do contacts as well (provided you know a little C++/STL/ATL and are able to muck about with Outlooks' API). I have an update coded locally that allows you to synchronize multiple data sources (any number of source for tasks and/or calendar). It currently lacks a fancy UI for configuration of multiple sources, but takes a straightforward XML config file. If there is interestI'll get around to checking it in and putting a new build up for download. Did I mention it's free? Dan From: Action Request System discussion list(ARSList) on behalf of Rodney HarrisSent: Wed 9/6/2006 7:24 PMTo: arslist@ARSLIST.ORGSubject: Integrating Remedy with Outlook ** Hi All, Im looking at using a product called Genius Connect (or similar) to link our custom Remedy V7 CRM system to Outlook. The functionality we require is the ability for our sales force to use Outlook as their contact list, calendar and task list while retaining compatibility with our CRM. Has anyone done anything like this? This is how Im planning to do it. 1. When the user has an internet connection, Outlook synchronises with the Exchange server via HTTP or straight IP. The users use the offline cache feature of Outlook to retain access to their data when not connected. 2. A server runs Outlook with Genius connect installed and connects to each mailbox that we want synchronised. Periodically Genius Connect synchronises the Outlook mailboxes with an SQL database on the same server as our Remedy database via ODBC. 3. The Remedy server runs escalations that read and write to the intermediate SQL server tables. The intermediate tables allow for date conversions and allow Remedy to retain full control of its database. Remedy can read from the SQL tables via View Forms and write to them via direct SQL. Is there a better way than this to do what we want? Has anyone done anything similar and would they share their experiences with me? Thanks, Rod Harris CMS Asset Solutions Level 10, 23-25 OConnell Street Sydney Australia__20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___
Flashboard Pie Chart Data Overlap
Hello ARSListers, I'm currently running: ARS 6.3 Flashboards 6.3 Windows Server 2003 MS SQL w/ SP3a I have a pie chart that displays the total number of tickets after a certain date and breaks it down by status. The problem is the date displayed is overlapping. Does anyone have any suggestions to correct this? -- View this message in context: http://www.nabble.com/Flashboard-Pie-Chart-Data-Overlap-tf2231739.html#a6186047 Sent from the ARS (Action Request System) forum at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: AL stopped working (no changes on AL)
Hi David, I removed all fields from the set field and added them one by one.. The one causing the problem is the field SelectionCriteria which I use later on as external qualification for the open window. The strange thing is that it stopps not only the open-win AL firing next, it blocks all open-win AL's running behind that form (even though it doesn't run there)... I tried the following combinations for SelectionCriteria: ( $NumericCaseID$ = 'NumericCaseID') // as used in another AL and working fine there $NumericCaseID$ = 'NumericCaseID' $NumericCaseID$ = 1 'NumericCaseID' = 1 1 = 1 1 = 2 None of them worked: the AL processing stops as described without any error message. Please also note that if I change the qualification to something invalid (i.e. $NumericCaseID$ = 'XXNumericCaseID' or $XXNumericCaseID$ = 'NumericCaseID' ARS correctly shows me a There was a problem expanding the EXTERNAL qualification error message). If no requests match is set to default message. Any ideas would be greatly appreciated.. Many thanks, George On 9/6/06, David Sanders [EMAIL PROTECTED] wrote: Hi George Is the set fields action before the window open building a qualification for the report? What are your settings in the open window to report action in the No Requests Match area? If your qualification returns no matching records and you have your options set to 'Do Not Show Any message' and 'Suppress empty list', then the report window will just not open. Try setting the No Match options to 'Show Default Message' and see if that gives any clues. HTH David Sanders Remedy Solution Architect Enterprise Service Suite @ Work == ARS List Award Winner 2005 Best 3rd party Remedy Application tel +44 1494 468980 mobile +44 7710 377761 email [EMAIL PROTECTED] web http://www.westoverconsulting.co.uk -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of George Barsan Sent: Wednesday, September 06, 2006 5:17 PM To: arslist@ARSLIST.ORG Subject: Re: AL stopped working (no changes on AL) No, not yet - but I'm going to do that.. What I tried to do is to separate the actions from one large AL into 3 smaller ones. The funny thing is, that I ended up with an open-window-AL (let's call it ReportInternal), for which I have a handy def file and it works fine. However, I need a set fields action running in front of it. I had two ideas: 1) I tried to add it to the ReportInternal-AL = open window fails 2) I tried to create a separate AL (called GetReportData) running with a lower order = open window fails Importing GetReportData-AL messes up all open window actions even in other AL behind that form, although they are running on totally different conditions. As soon as I delete the AL GetReportData, the open window actions are working again.. Next, I exported both AL's as XML and copy pasted the missing set field action in an editor and import the new XML.. Same result = open window fails :( I guess that there is a relationship between the set-field and the open window action... However, I've ran out of ideas.. George On 9/6/06, [EMAIL PROTECTED] [EMAIL PROTECTED] wrote: George, have you checked the .arf files in the Home Folder on the clients, contains the al defintions I know, maybe a difference when the al is not is working and when it is working? Something corrupt in the arf file? /L ars -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of George Barsan Sent: Wednesday, September 06, 2006 4:53 PM To: arslist@ARSLIST.ORG Subject: Re: AL stopped working (no changes on AL) Hello Joe, Yep, the group names and ID's are equal.. We used a DB dump and re-import to duplicate production to dev and only removed customer related data (names, addresses co).. George On 9/6/06, Joe DeSouza [EMAIL PROTECTED] wrote: ** Very basic question... Have you checked if the permission groups on both the dev and prod instances are identical - both group names and their ID's should be the same... Joe D'Souza Remedy Developer / Consultant, BearingPoint, Virginia. - Original Message From: Kemes, Lisa [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wednesday, September 6, 2006 9:15:27 AM Subject: Re: AL stopped working (no changes on AL) I had an AL just stop working all of the sudden and what I had to do was delete it and then re-import the AL from the Prod server. Sometimes AL's get corrupted. Now my AL has no more problems on my Dev server If this does not work, at least it only takes a couple of minutes to do Hope this helps Lisa -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Nyall McCavitt Sent: Wednesday, September 06, 2006 8:35 AM To: arslist@ARSLIST.ORG Subject: Re: AL stopped working (no
Re: Integrating Remedy with Outlook
** Hi Dan, Had a quick look at your program and I like it. I wouldnt mind taking a look at the multiple data sources version as this will allow us to run Outlook on the server and keep a whole group of users in sync without any config on their end. We were intending to start with calendar sync anyway so the lack of contacts is something we can add later. A config file for the multi data source version might be the way to go too as I wouldnt want to be typing heaps of stuff in each time Outlook started. Yes I like the fact that it is free. Perhaps I can contribute to the project in return. Good stuff!! Rod CMS Asset Solutions Level 10, 23-25 OConnell Street Sydney Australia From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Dan Hardy Sent: Thursday, 7 September 2006 4:06 PM To: arslist@ARSLIST.ORG Subject: Re: Integrating Remedy with Outlook You might look at: http://www.sourceforge.net/projects/roi It doesn't do anything with contacts...but it synchronizes tasks and/or calendar. And it's free. And open source. And free. And you could easily tweak it do contacts as well (provided you know a little C++/STL/ATL and are able to muck about with Outlooks' API). I have an update coded locally that allows you to synchronize multiple data sources (any number of source for tasks and/or calendar). It currently lacks a fancy UI for configuration of multiple sources, but takes a straightforward XML config file. If there is interestI'll get around to checking it in and putting a new build up for download. Did I mention it's free? Dan From: Action Request System discussion list(ARSList) on behalf of Rodney Harris Sent: Wed 9/6/2006 7:24 PM To: arslist@ARSLIST.ORG Subject: Integrating Remedy with Outlook ** Hi All, Im looking at using a product called Genius Connect (or similar) to link our custom Remedy V7 CRM system to Outlook. The functionality we require is the ability for our sales force to use Outlook as their contact list, calendar and task list while retaining compatibility with our CRM. Has anyone done anything like this? This is how Im planning to do it. 1. When the user has an internet connection, Outlook synchronises with the Exchange server via HTTP or straight IP. The users use the offline cache feature of Outlook to retain access to their data when not connected. 2. A server runs Outlook with Genius connect installed and connects to each mailbox that we want synchronised. Periodically Genius Connect synchronises the Outlook mailboxes with an SQL database on the same server as our Remedy database via ODBC. 3. The Remedy server runs escalations that read and write to the intermediate SQL server tables. The intermediate tables allow for date conversions and allow Remedy to retain full control of its database. Remedy can read from the SQL tables via View Forms and write to them via direct SQL. Is there a better way than this to do what we want? Has anyone done anything similar and would they share their experiences with me? Thanks, Rod Harris CMS Asset Solutions Level 10, 23-25 OConnell Street Sydney Australia __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___
Re: Business Hours tag - Dynamic reference to group tags
Resolved: There is an out of box feature that enables leverage of zTmpBusinessHrs tag on application form. Response from Remedy Support below: Assuming you are using SLA 5.5, 5.6, or 6.0, or the version that was just released, SLM version 7.0 - then there is a feature of the application that allows you to take the Business Time tags from a field on the request itself. When you register the application form in Configuration Manager, in the Configure SLA Application Formstep, you can specify the 'Field containing Business Hours' - to specify a particular field on the form that contains the Business Hours tag to use. (The location of this configuration step has changed among the versions, so if you have trouble finding it, please let me know you version of the Service Level Agreements application, from the SHARE:Application_Properties form and I can be more specific). This feature lets you get the business hours tag from a field on the ticket form. You may or may not need to perform customization to populate that field, but that is at least a simpler customization and does not require customization of the SLA/SLM application. ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: SOLVED: Oddity with Submitter field in e-mail notifications
More than likely the macro was recorded as the user Demo. Axton Grams On 9/6/06, Rick Westbrock [EMAIL PROTECTED] wrote: ** Eureka! I discovered that the Create New Ticket button on our help desk splash screen is calling a macro named OpenNewTicketHD and embedded in that macro is 536870928=Demo where that field number is that of the Submitter field. That is a piece of workflow that I inherited and didn't know about until just now. I can't for the life of me understand why Demo was hard-coded in the macro; when I ran a test on the dev server opening a new ticket with that button it set Submitter to Demo and a field called Submitted By to my username. I know that I can write brand-new workflow for the button to open a new ticket (all it does is open the HD form in submit mode and pre-populate a couple of fields) so that is likely going to be my long term solution. For the short-term I will just change my notification e-mail to send the Submitted By field instead of Submitter. Thanks to everyone who made suggestions, I will definitely remember them for future troubleshooting of other issues. -Rick From: Rick Westbrock Sent: Wednesday, September 06, 2006 3:53 PM To: 'arslist@ARSLIST.ORG' Subject: RE: Oddity with Submitter field in e-mail notifications I spoke too soon in my previous message. The Demo user was removed some time in the past. I have exported all related objects to my form and I'm going through the def file now to look for instances of Demo. -Rick From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3 Sent: Wednesday, September 06, 2006 7:25 AM To: arslist@ARSLIST.ORG Subject: Re: Oddity with Submitter field in e-mail notifications ** Rick: I would not delete this user, but rather rename it to see if the problem moves with this user. Also, some legacy software depend on the existance of user id #1. James McKenzie L-3 GSI From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Westbrock Sent: Tuesday, September 05, 2006 4:22 PM To: arslist@ARSLIST.ORG Subject: Re: Oddity with Submitter field in e-mail notifications ** Excellent idea on checking the deffile, I'll try that next. I may also have to have some users turn on logging (I normally have all logging off for normal users). The Demo user was still there when I took over as Remedy Admin several years ago and is still the Owner of many, many objects. Will it break any objects owned by Demo if I delete that user? -Rick From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Tuesday, September 05, 2006 3:53 PM To: arslist@ARSLIST.ORG Subject: Re: Oddity with Submitter field in e-mail notifications ** Don't really understart this, Demo came with the startpacket, as soon admin-accounts have been created in the userform, ok to delete Demo. I guess Demo has been free for a while, active, so Demo is in field 'Submitter', 'Changed by' and ... Your wf reads the submitterfield, an 199 of 200 has real names Not Demo In our appl Demo is a non existing name since long time. Some wf setting DEMO sometimes? Submitter-mode set to locked? It means you are not allowed to chanhe the data to get rid of it finally. Possible to switch and then set locked again? (If you need to change field 'Cretaed' Often when a form is saved as, a lot of data is tranfered to the new form, I try to replace Demo as Owner to something else. The same with helptext And Check if there are type Defaulvaues using Demo. Why not search in the deffile for Demo? and change Owner = Demo Turn on logging to see if that can give something. Good Luck! L asr -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Rick Westbrock Sent: Wednesday, September 06, 2006 12:01 AM To: arslist@ARSLIST.ORG Subject: Oddity with Submitter field in e-mail notifications ** I'm running 5.1.2 on Windows 2000, MS-SQL 2000 and I'm seeing inconsistent results from a notification e-mail that is sent by a filter. The filter fires on Submit and one of the fields in the body of the e-mail is set to Submitter. Most of the time it populates the correct user name but I've now seen a couple e-mails go out with Demo as the username. When I check that ticket I see the correct username in the status history and work log so I'm puzzled as to why it would substitute Demo at all. The frustrating part is that I have two e-mails sent within ten minutes of each other and one shows the correct user name and the other shows Demo for the Submitter field. Any clues as to why this might happen? -Rick __20060125___This posting
Escalation reminder every X hours
Hello Listers, Congrats to the ARSlist Award winners. ARS 6.3 MS SQL Server 2000 Midtier 6.3 Homegrown Helpdesk forms Just as a sanity check I thought I would ask if anyone has a good process for send out an email notification every X hours if the ticket is still at a status of New? After the obvious failure of setting the escalation time to 2 Hrs ( Ticket entered 1 second after Esc doesn't go out in email for 3 hrs 59 minutes 59 seconds) I decided to put a field on the HD form that will be populated with create time + 2 hrs. The escalation will run every 5 or 10 minutes and check the escalation time stored on create. It will increase the escalation time by 2 hours if the status is still New. The Run If will be 'ESC_Time' $TIMESTAMP$ AND Status = New The reason I am running this by the List is that I wanted to know if there was a slicker way to do this. Anyone? . . . Bueller? Bueller? Thanks, John J. Reiser Software Development Analyst Remedy Administrator/Developer Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: Escalation reminder every X hours
That's just about the way I do that type of thingjust remember that depending on your data you may want to make the status first in the query assuming you have an index on status...any maybe add an index on ESC_Time just to ensure your escalation isn't hitting the DB too hard L. J. Head Software Engineer Remedy Approved Consultant -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Reiser, John J Sent: Thursday, September 07, 2006 8:12 AM To: arslist@ARSLIST.ORG Subject: Escalation reminder every X hours Hello Listers, Congrats to the ARSlist Award winners. ARS 6.3 MS SQL Server 2000 Midtier 6.3 Homegrown Helpdesk forms Just as a sanity check I thought I would ask if anyone has a good process for send out an email notification every X hours if the ticket is still at a status of New? After the obvious failure of setting the escalation time to 2 Hrs ( Ticket entered 1 second after Esc doesn't go out in email for 3 hrs 59 minutes 59 seconds) I decided to put a field on the HD form that will be populated with create time + 2 hrs. The escalation will run every 5 or 10 minutes and check the escalation time stored on create. It will increase the escalation time by 2 hours if the status is still New. The Run If will be 'ESC_Time' $TIMESTAMP$ AND Status = New The reason I am running this by the List is that I wanted to know if there was a slicker way to do this. Anyone? . . . Bueller? Bueller? Thanks, John J. Reiser Software Development Analyst Remedy Administrator/Developer Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: Escalation reminder every X hours
John, Personally, I would push the business to decide what should happen instead of sending an email. Like: Auto assigning to the main Help Desk Auto assigning to 'Submitted by' Auto assigning to 'Submitted by's Manager And MAYBE doing some email too. (or let you assignment emails do that task) But the point is that you do not want to let an issue get stuck. You want it to progress through the process. So whatever you do should make sure that the same issue will not be found again later. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On 9/7/06, Reiser, John J [EMAIL PROTECTED] wrote: Hello Listers, Congrats to the ARSlist Award winners. ARS 6.3 MS SQL Server 2000 Midtier 6.3 Homegrown Helpdesk forms Just as a sanity check I thought I would ask if anyone has a good process for send out an email notification every X hours if the ticket is still at a status of New? After the obvious failure of setting the escalation time to 2 Hrs ( Ticket entered 1 second after Esc doesn't go out in email for 3 hrs 59 minutes 59 seconds) I decided to put a field on the HD form that will be populated with create time + 2 hrs. The escalation will run every 5 or 10 minutes and check the escalation time stored on create. It will increase the escalation time by 2 hours if the status is still New. The Run If will be 'ESC_Time' $TIMESTAMP$ AND Status = New The reason I am running this by the List is that I wanted to know if there was a slicker way to do this. Anyone? . . . Bueller? Bueller? Thanks, John J. Reiser Software Development Analyst Remedy Administrator/Developer Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: Escalation reminder every X hours
Carey, Oh how I wish I could. The customer is not that flexible. I wanted to give them a round-robin type of escalation but they would rather have a new ticket notify 8 people and if no one handles the ticket, notify them again, every 2 hours. Since this is a featherweight HD that may mean 5 - 10 tickets a day. Out of those it may be 1 a week that lingers for the 2 hours. That's too many in my book but acceptable for this customer. As long as they can beat a 4 hour response time. Thanks, John J. Reiser Software Development Analyst Remedy Administrator/Developer Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Thursday, September 07, 2006 10:26 AM To: arslist@ARSLIST.ORG Subject: Re: Escalation reminder every X hours John, Personally, I would push the business to decide what should happen instead of sending an email. Like: Auto assigning to the main Help Desk Auto assigning to 'Submitted by' Auto assigning to 'Submitted by's Manager And MAYBE doing some email too. (or let you assignment emails do that task) But the point is that you do not want to let an issue get stuck. You want it to progress through the process. So whatever you do should make sure that the same issue will not be found again later. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On 9/7/06, Reiser, John J [EMAIL PROTECTED] wrote: Hello Listers, Congrats to the ARSlist Award winners. ARS 6.3 MS SQL Server 2000 Midtier 6.3 Homegrown Helpdesk forms Just as a sanity check I thought I would ask if anyone has a good process for send out an email notification every X hours if the ticket is still at a status of New? After the obvious failure of setting the escalation time to 2 Hrs ( Ticket entered 1 second after Esc doesn't go out in email for 3 hrs 59 minutes 59 seconds) I decided to put a field on the HD form that will be populated with create time + 2 hrs. The escalation will run every 5 or 10 minutes and check the escalation time stored on create. It will increase the escalation time by 2 hours if the status is still New. The Run If will be 'ESC_Time' $TIMESTAMP$ AND Status = New The reason I am running this by the List is that I wanted to know if there was a slicker way to do this. Anyone? . . . Bueller? Bueller? Thanks, John J. Reiser Software Development Analyst Remedy Administrator/Developer Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me __ _ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: Escalation reminder every X hours
John, Remember, that escalations by nature are singled threaded. If you can adjust the workflow to utilize filters for the bulk of the processing you will be much better off since they are by nature, multi-threaded. For example, if your HD form has 1/2 mil or a mil+ records, running escalation(s) against it can be intensive in a single thread. Even Remedy moved away from utilizing hundreds of escalations for their ITSM apps in favor of a more filter driven process. Just something to consider. Eric Roys Sr. Software Engineer Verizon Business Email: [EMAIL PROTECTED] CONFIDENTIALITY: The information contained in this message and any attachment may be proprietary, confidential, and privileged or subject to the work product doctrine and thus protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify me immediately by replying to this message and deleting it and all copies and backups thereof. Thank you. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Reiser, John J Sent: Thursday, September 07, 2006 9:12 AM To: arslist@ARSLIST.ORG Subject: Escalation reminder every X hours Hello Listers, Congrats to the ARSlist Award winners. ARS 6.3 MS SQL Server 2000 Midtier 6.3 Homegrown Helpdesk forms Just as a sanity check I thought I would ask if anyone has a good process for send out an email notification every X hours if the ticket is still at a status of New? After the obvious failure of setting the escalation time to 2 Hrs ( Ticket entered 1 second after Esc doesn't go out in email for 3 hrs 59 minutes 59 seconds) I decided to put a field on the HD form that will be populated with create time + 2 hrs. The escalation will run every 5 or 10 minutes and check the escalation time stored on create. It will increase the escalation time by 2 hours if the status is still New. The Run If will be 'ESC_Time' $TIMESTAMP$ AND Status = New The reason I am running this by the List is that I wanted to know if there was a slicker way to do this. Anyone? . . . Bueller? Bueller? Thanks, John J. Reiser Software Development Analyst Remedy Administrator/Developer Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org __ This e-mail has been scanned by Verizon Managed Email Content Service, using Skeptic technology powered by MessageLabs. For more information on Verizon Managed Email Content Service, visit http://www.verizonbusiness.com. __ __ This e-mail has been scanned by Verizon Managed Email Content Service, using Skeptic™ technology powered by MessageLabs. For more information on Verizon Managed Email Content Service, visit http://www.verizonbusiness.com. __ ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: Install of 7.0
This will not work at this time - I am actually getting a RPC bind failure message. Pam Hollis Senior Programmer - Remedy Tractor Supply Company (615 )366-4617 (telephone) (615) 277-4617 (fax) -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Luke, Brian Sent: Wednesday, September 06, 2006 4:07 PM To: arslist@ARSLIST.ORG Subject: Re: Install of 7.0 Find where arcache is located and run: arcache -Ua -e001 -lw 1 -nDemo -pDemo -s`hostname` -g1; -d This should allow you to log in as Demo/Demo. Once you log in go directly to the User form and fix the Demo account the way you want it. When you save it the server will recache with the credentials you entered and Demo/Demo will become immediately invalid (if you changed it). -Brian Luke -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pam Hollis Sent: Wednesday, September 06, 2006 1:30 PM To: arslist@ARSLIST.ORG Subject: Install of 7.0 I have began the process of installing ARSystem 7.0. This is a fresh install on a new box. Linux - Oracle 10g Everything installed cleaned and successfully - I have bounced the server and everything is up and running. But, I am unable to login to the User Tool as Demo. Any suggestions. ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: Install of 7.0
Title: RE: Install of 7.0 ** Pam: Is your server registered with portmapper functionality? If not, I think there is a parameter that allows you to pass the TCP port used by ARS. James Mckenzie -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pam Hollis Sent: Thursday, September 07, 2006 7:59 AM To: arslist@ARSLIST.ORG Subject: Re: Install of 7.0 This will not work at this time - I am actually getting a RPC bind failure message. Pam Hollis Senior Programmer - Remedy Tractor Supply Company (615 )366-4617 (telephone) (615) 277-4617 (fax) -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Luke, Brian Sent: Wednesday, September 06, 2006 4:07 PM To: arslist@ARSLIST.ORG Subject: Re: Install of 7.0 Find where arcache is located and run: arcache -Ua -e001 -lw 1 -nDemo -pDemo -s`hostname` -g1; -d This should allow you to log in as Demo/Demo. Once you log in go directly to the User form and fix the Demo account the way you want it. When you save it the server will recache with the credentials you entered and Demo/Demo will become immediately invalid (if you changed it). -Brian Luke -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pam Hollis Sent: Wednesday, September 06, 2006 1:30 PM To: arslist@ARSLIST.ORG Subject: Install of 7.0 I have began the process of installing ARSystem 7.0. This is a fresh install on a new box. Linux - Oracle 10g Everything installed cleaned and successfully - I have bounced the server and everything is up and running. But, I am unable to login to the User Tool as Demo. Any suggestions. ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org __20060125___This posting was submitted with HTML in it___
Re: Escalation reminder every X hours
We do something similar. What we do is on Create of a ticket we push to a table called Pending Notifications. On any Modify of the ticket we first delete any related records from the Pending Notifications (This allows us to create any additional ones we need). We run the Escalation against the Pending Notifications table to send the emails. This way the Ticket is not touched so the Last Modify info is left alone. Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Reiser, John J Sent: Thursday, September 07, 2006 9:12 AM To: arslist@ARSLIST.ORG Subject: Escalation reminder every X hours Hello Listers, Congrats to the ARSlist Award winners. ARS 6.3 MS SQL Server 2000 Midtier 6.3 Homegrown Helpdesk forms Just as a sanity check I thought I would ask if anyone has a good process for send out an email notification every X hours if the ticket is still at a status of New? After the obvious failure of setting the escalation time to 2 Hrs ( Ticket entered 1 second after Esc doesn't go out in email for 3 hrs 59 minutes 59 seconds) I decided to put a field on the HD form that will be populated with create time + 2 hrs. The escalation will run every 5 or 10 minutes and check the escalation time stored on create. It will increase the escalation time by 2 hours if the status is still New. The Run If will be 'ESC_Time' $TIMESTAMP$ AND Status = New The reason I am running this by the List is that I wanted to know if there was a slicker way to do this. Anyone? . . . Bueller? Bueller? Thanks, John J. Reiser Software Development Analyst Remedy Administrator/Developer Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: Install of 7.0
Title: RE: Install of 7.0 ** ** Yes it is registered with portmatpper. Pam Hollis Senior Programmer - Remedy Tractor Supply Company (615 )366-4617 (telephone) (615) 277-4617 (fax) -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3 Sent: Thursday, September 07, 2006 10:03 AM To: arslist@ARSLIST.ORG Subject: Re: Install of 7.0 Pam: Is your server registered with portmapper functionality? If not, I think there is a parameter that allows you to pass the TCP port used by ARS. James Mckenzie -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pam Hollis Sent: Thursday, September 07, 2006 7:59 AM To: arslist@ARSLIST.ORG Subject: Re: Install of 7.0 This will not work at this time - I am actually getting a RPC bind failure message. Pam Hollis Senior Programmer - Remedy Tractor Supply Company (615 )366-4617 (telephone) (615) 277-4617 (fax) -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Luke, Brian Sent: Wednesday, September 06, 2006 4:07 PM To: arslist@ARSLIST.ORG Subject: Re: Install of 7.0 Find where arcache is located and run: arcache -Ua -e001 -lw 1 -nDemo -pDemo -s`hostname` -g1; -d This should allow you to log in as Demo/Demo. Once you log in go directly to the User form and fix the Demo account the way you want it. When you save it the server will recache with the credentials you entered and Demo/Demo will become immediately invalid (if you changed it). -Brian Luke -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pam Hollis Sent: Wednesday, September 06, 2006 1:30 PM To: arslist@ARSLIST.ORG Subject: Install of 7.0 I have began the process of installing ARSystem 7.0. This is a fresh install on a new box. Linux - Oracle 10g Everything installed cleaned and successfully - I have bounced the server and everything is up and running. But, I am unable to login to the User Tool as Demo. Any suggestions. ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___
Re: SOLVED: Oddity with Submitter field in e-mail notifications
Rick: Glad you found this problem. May all of your future endevours be much easier. BTW, the Submiited by field (field id 2) is what Remedy will look at to see who the submitter really was. James McKenzie _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Westbrock Sent: Wednesday, September 06, 2006 6:14 PM To: arslist@ARSLIST.ORG Subject: SOLVED: Oddity with Submitter field in e-mail notifications ** Eureka! I discovered that the Create New Ticket button on our help desk splash screen is calling a macro named OpenNewTicketHD and embedded in that macro is 536870928=Demo where that field number is that of the Submitter field. That is a piece of workflow that I inherited and didn't know about until just now. I can't for the life of me understand why Demo was hard-coded in the macro; when I ran a test on the dev server opening a new ticket with that button it set Submitter to Demo and a field called Submitted By to my username. I know that I can write brand-new workflow for the button to open a new ticket (all it does is open the HD form in submit mode and pre-populate a couple of fields) so that is likely going to be my long term solution. For the short-term I will just change my notification e-mail to send the Submitted By field instead of Submitter. Thanks to everyone who made suggestions, I will definitely remember them for future troubleshooting of other issues. -Rick _ From: Rick Westbrock Sent: Wednesday, September 06, 2006 3:53 PM To: 'arslist@ARSLIST.ORG' Subject: RE: Oddity with Submitter field in e-mail notifications I spoke too soon in my previous message. The Demo user was removed some time in the past. I have exported all related objects to my form and I'm going through the def file now to look for instances of Demo. -Rick _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3 Sent: Wednesday, September 06, 2006 7:25 AM To: arslist@ARSLIST.ORG Subject: Re: Oddity with Submitter field in e-mail notifications ** Rick: I would not delete this user, but rather rename it to see if the problem moves with this user. Also, some legacy software depend on the existance of user id #1. James McKenzie L-3 GSI From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG ] On Behalf Of Rick Westbrock Sent: Tuesday, September 05, 2006 4:22 PM To: arslist@ARSLIST.ORG Subject: Re: Oddity with Submitter field in e-mail notifications ** Excellent idea on checking the deffile, I'll try that next. I may also have to have some users turn on logging (I normally have all logging off for normal users). The Demo user was still there when I took over as Remedy Admin several years ago and is still the Owner of many, many objects. Will it break any objects owned by Demo if I delete that user? -Rick From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG ] On Behalf Of [EMAIL PROTECTED] Sent: Tuesday, September 05, 2006 3:53 PM To: arslist@ARSLIST.ORG Subject: Re: Oddity with Submitter field in e-mail notifications ** Don't really understart this, Demo came with the startpacket, as soon admin-accounts have been created in the userform, ok to delete Demo. I guess Demo has been free for a while, active, so Demo is in field 'Submitter', 'Changed by' and ... Your wf reads the submitterfield, an 199 of 200 has real names Not Demo In our appl Demo is a non existing name since long time. Some wf setting DEMO sometimes? Submitter-mode set to locked? It means you are not allowed to chanhe the data to get rid of it finally. Possible to switch and then set locked again? (If you need to change field 'Cretaed' Often when a form is saved as, a lot of data is tranfered to the new form, I try to replace Demo as Owner to something else. The same with helptext And Check if there are type Defaulvaues using Demo. Why not search in the deffile for Demo? and change Owner = Demo Turn on logging to see if that can give something. Good Luck! L asr -Original Message- From: Action Request System discussion list(ARSList) ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
SQL Syntax
Hi, I am trying to pass a value into a field on HPD:Helpdesk, and make sure it only updates the current record open. I met with the dba, referenced database guide, and I have this command below, however I am getting failure during SQL operation - invalid character. Does anybody know what is wrong with the syntax below: update T418 set C535478792 = '$Secondary email$' where C1 = '$Case ID+$'; update T418 set C535478792 = $Secondary email$ where C1 = $Case ID+$; update T418 set C535478792 = $Secondary email$ where C1 = $Case ID+$; ARERR [552] Failure during SQL operation to the database : ORA-00911: invalid character - Forwarded Message: Subj: Re: SQL syntax Date: 9/6/2006 5:04:09 P.M. Eastern Standard Time From: [EMAIL PROTECTED] (mailto:[EMAIL PROTECTED]) Reply-to: ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: SQL Syntax
** Not sure where you ar running this from - Remedy, oracle, sqlplus... but it is complaining about the semi-colon. If you are in Remedy I think you can remove it.On 9/7/06, Koyb P. Liabt [EMAIL PROTECTED] wrote: Hi,I am trying to pass a value into a field on HPD:Helpdesk, and makesure itonly updates the current record open.I met with the dba,referenced databaseguide, and I have this command below, however I am gettingfailure during SQL operation - invalid character.Does anybody know what is wrong with the syntax below:update T418 set C535478792 = '$Secondary email$' whereC1 = '$Case ID+$';update T418 set C535478792 = $Secondary email$ where C1 = $CaseID+$; update T418 set C535478792 = $Secondary email$ where C1 = $Case ID+$;ARERR [552] Failure during SQL operation to the database : ORA-00911:invalid character-Forwarded Message: Subj: Re: SQL syntax Date: 9/6/2006 5:04:09 P.M. Eastern StandardTimeFrom: [EMAIL PROTECTED] (mailto:[EMAIL PROTECTED]) Reply-to:___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org-- Frank CarusoSpecific Integration, Inc.Senior Remedy Engineer www.specificintegration.com703-376-1249 __20060125___This posting was submitted with HTML in it___
Re: SQL Syntax
Do you have this in workflow?, try to skip ; at the end of the command, Lars -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Koyb P. Liabt Sent: Thursday, September 07, 2006 7:04 PM To: arslist@ARSLIST.ORG Subject: SQL Syntax Hi, I am trying to pass a value into a field on HPD:Helpdesk, and make sure it only updates the current record open. I met with the dba, referenced database guide, and I have this command below, however I am getting failure during SQL operation - invalid character. Does anybody know what is wrong with the syntax below: update T418 set C535478792 = '$Secondary email$' where C1 = '$Case ID+$'; update T418 set C535478792 = $Secondary email$ where C1 = $Case ID+$; update T418 set C535478792 = $Secondary email$ where C1 = $Case ID+$; ARERR [552] Failure during SQL operation to the database : ORA-00911: invalid character - Forwarded Message: Subj: Re: SQL syntax Date: 9/6/2006 5:04:09 P.M. Eastern Standard Time From: [EMAIL PROTECTED] (mailto:[EMAIL PROTECTED]) Reply-to: ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: SQL Syntax
It looks like your running this from ARS. Only the first line is valid. Also, you need to perform a commit. If you must run this, you need to execute an anomynous pl/sql as a direct sql action Try this: do update T418 set C535478792 = '$Secondary email$' where C1 = '$Case ID+$'; commit; end DON'T NEED THE ENDING SEMI-COLON!, ARS will add this for you. ==Mac On 9/7/06, Frank Caruso [EMAIL PROTECTED] wrote: ** Not sure where you ar running this from - Remedy, oracle, sqlplus... but it is complaining about the semi-colon. If you are in Remedy I think you can remove it. On 9/7/06, Koyb P. Liabt [EMAIL PROTECTED] wrote: Hi, I am trying to pass a value into a field on HPD:Helpdesk, and make sure it only updates the current record open. I met with the dba, referenced database guide, and I have this command below, however I am getting failure during SQL operation - invalid character. Does anybody know what is wrong with the syntax below: update T418 set C535478792 = '$Secondary email$' where C1 = '$Case ID+$'; update T418 set C535478792 = $Secondary email$ where C1 = $Case ID+$; update T418 set C535478792 = $Secondary email$ where C1 = $Case ID+$; ARERR [552] Failure during SQL operation to the database : ORA-00911: invalid character - Forwarded Message: Subj: Re: SQL syntax Date: 9/6/2006 5:04:09 P.M. Eastern Standard Time From: [EMAIL PROTECTED] (mailto:[EMAIL PROTECTED]) Reply-to: ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org -- Frank Caruso Specific Integration, Inc. Senior Remedy Engineer www.specificintegration.com 703-376-1249 __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: SQL Syntax
I may have been wrong about the ending semi-colon, try it with and without in direct sql action. On 9/7/06, Mac McMillan [EMAIL PROTECTED] wrote: It looks like your running this from ARS. Only the first line is valid. Also, you need to perform a commit. If you must run this, you need to execute an anomynous pl/sql as a direct sql action Try this: do update T418 set C535478792 = '$Secondary email$' where C1 = '$Case ID+$'; commit; end DON'T NEED THE ENDING SEMI-COLON!, ARS will add this for you. ==Mac On 9/7/06, Frank Caruso [EMAIL PROTECTED] wrote: ** Not sure where you ar running this from - Remedy, oracle, sqlplus... but it is complaining about the semi-colon. If you are in Remedy I think you can remove it. On 9/7/06, Koyb P. Liabt [EMAIL PROTECTED] wrote: Hi, I am trying to pass a value into a field on HPD:Helpdesk, and make sure it only updates the current record open. I met with the dba, referenced database guide, and I have this command below, however I am getting failure during SQL operation - invalid character. Does anybody know what is wrong with the syntax below: update T418 set C535478792 = '$Secondary email$' where C1 = '$Case ID+$'; update T418 set C535478792 = $Secondary email$ where C1 = $Case ID+$; update T418 set C535478792 = $Secondary email$ where C1 = $Case ID+$; ARERR [552] Failure during SQL operation to the database : ORA-00911: invalid character - Forwarded Message: Subj: Re: SQL syntax Date: 9/6/2006 5:04:09 P.M. Eastern Standard Time From: [EMAIL PROTECTED] (mailto:[EMAIL PROTECTED]) Reply-to: ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org -- Frank Caruso Specific Integration, Inc. Senior Remedy Engineer www.specificintegration.com 703-376-1249 __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Product/Operational Categorizations in ITSM7
** So I'm not looking to re-kindle the CTI discussions... :-) But for those of you implementing ITSM 7 have you found that the operational categorizations are pretty much CTI's (in the traditional sense)? And product categorization is tied more closely to the CMDB? I guess what I'm trying to figure out is if we can use the traditional CTI excercises to define the operational categorizations... Loving ITSM7, -tony -- Tony Worthington [EMAIL PROTECTED] 262-703-6125 __20060125___This posting was submitted with HTML in it___
Re: SQL Syntax
Out of curiosity, why are you not doing this with a set fields (or push fields) on a filter or active link? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Koyb P. Liabt Sent: Thursday, September 07, 2006 12:04 PM To: arslist@ARSLIST.ORG Subject: SQL Syntax Hi, I am trying to pass a value into a field on HPD:Helpdesk, and make sure it only updates the current record open. I met with the dba, referenced database guide, and I have this command below, however I am getting failure during SQL operation - invalid character. Does anybody know what is wrong with the syntax below: update T418 set C535478792 = '$Secondary email$' where C1 = '$Case ID+$'; update T418 set C535478792 = $Secondary email$ where C1 = $Case ID+$; update T418 set C535478792 = $Secondary email$ where C1 = $Case ID+$; ARERR [552] Failure during SQL operation to the database : ORA-00911: invalid character - Forwarded Message: Subj: Re: SQL syntax Date: 9/6/2006 5:04:09 P.M. Eastern Standard Time From: [EMAIL PROTECTED] (mailto:[EMAIL PROTECTED]) Reply-to: ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org The information in this e-mail, and any files transmitted with it, is intended for the exclusive use of the recipient(s) to which it is addressed and may contain confidential, proprietary or privileged information. If you are not an intended recipient, you have received this transmission in error and any use, review, dissemination, distribution, printing or copying of this information is strictly prohibited. If you have received this e-mail in error, please notify the sender immediately of the erroneous transmission by reply e-mail, immediately delete this e-mail and all electronic copies of it from your system and destroy any hard copies of it that you may have made. Thank you. ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Avoid opening the same request-id twice
Hi, anyone tried this successfully, to prevent user X from opening the same request-id twice? Use Global fields ..? Give an error/warning(?) message if criteria is met? Any way to switch to the already opended window? L ars Pettersson Vattenfall Business Services Nordic AB Action Request System Engineer (Tabasco) S-461 88 Trollhättan Sweden Phone +46 520 888 35 Mobil +46 70 608 99 95 e-mail: [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Documents on Integrating Remedy Link/Discovery Service for SMS
** Anyone got a white paper/help document on how to use this product. Also, anyone worked through this product and have advice on best practices? James Mckenzie L-3 GSI __20060125___This posting was submitted with HTML in it___
Remedy/SMS with xinify
** Again, another request for comments and best practices advise on this comibination? James McKenzie L-3 GSI __20060125___This posting was submitted with HTML in it___
Re: Product/Operational Categorizations in ITSM7
The operational categorization is meant to be used to define the action/process. Example: Install- Software The product categorization is meant to be used to define the object that action/process is performed against: Example: Software- Adobe- Acrobat- 6.0 I thought there was some kind of linkage between the DSL and the product categorization, but it's been too long since I looked at it. Axton Grams On 9/7/06, Rick cook [EMAIL PROTECTED] wrote: ** I've been waiting for Remedy to say that explicitly in their ITSM migration docs when they come out, but I suspect you're right. Rick From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington Sent: Thursday, September 07, 2006 10:46 AM To: arslist@ARSLIST.ORG Subject: Product/Operational Categorizations in ITSM7 ** So I'm not looking to re-kindle the CTI discussions... :-) But for those of you implementing ITSM 7 have you found that the operational categorizations are pretty much CTI's (in the traditional sense)? And product categorization is tied more closely to the CMDB? I guess what I'm trying to figure out is if we can use the traditional CTI excercises to define the operational categorizations... Loving ITSM7, -tony -- Tony Worthington [EMAIL PROTECTED] 262-703-6125 __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Exchange Mail Server management with ITSM
** Again, another best practices question. The U.S. Army is migrating to Exchange 20003 from previous versions. Has anyone tracked the change management process and the incident/problem tracking processthrough ITSM and have best practice advice? James McKenzie L-3 GSI __20060125___This posting was submitted with HTML in it___
Re: Product/Operational Categorizations in ITSM7
** I personally see operational as what you are doing and product as what you are doing it too. just my 2 cents Kelly Gatewood Manager, Remedy Product Line HCA Information Technology Services From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tony WorthingtonSent: Thursday, September 07, 2006 12:46To: arslist@ARSLIST.ORGSubject: Product/Operational Categorizations in ITSM7 ** So I'm not looking to re-kindle the CTI discussions... :-) But for those of you implementing ITSM 7 have you found that the operational categorizations are pretty much CTI's (in the traditional sense)? And product categorization is tied more closely to the CMDB? I guess what I'm trying to figure out is if we can use the traditional CTI excercises to define the operational categorizations...Loving ITSM7, -tony -- Tony Worthington[EMAIL PROTECTED]262-703-6125 __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___
Re: AL stopped working (no changes on AL)
George, sure this problem is related to action 'set fields'? We have Al's only running Open window and we have to resave the al to get it to work ..for a while .../L ars -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of George Barsan Sent: Thursday, September 07, 2006 11:37 AM To: arslist@ARSLIST.ORG Subject: Re: AL stopped working (no changes on AL) Hi David, I removed all fields from the set field and added them one by one.. The one causing the problem is the field SelectionCriteria which I use later on as external qualification for the open window. The strange thing is that it stopps not only the open-win AL firing next, it blocks all open-win AL's running behind that form (even though it doesn't run there)... I tried the following combinations for SelectionCriteria: ( $NumericCaseID$ = 'NumericCaseID') // as used in another AL and working fine there $NumericCaseID$ = 'NumericCaseID' $NumericCaseID$ = 1 'NumericCaseID' = 1 1 = 1 1 = 2 None of them worked: the AL processing stops as described without any error message. Please also note that if I change the qualification to something invalid (i.e. $NumericCaseID$ = 'XXNumericCaseID' or $XXNumericCaseID$ = 'NumericCaseID' ARS correctly shows me a There was a problem expanding the EXTERNAL qualification error message). If no requests match is set to default message. Any ideas would be greatly appreciated.. Many thanks, George On 9/6/06, David Sanders [EMAIL PROTECTED] wrote: Hi George Is the set fields action before the window open building a qualification for the report? What are your settings in the open window to report action in the No Requests Match area? If your qualification returns no matching records and you have your options set to 'Do Not Show Any message' and 'Suppress empty list', then the report window will just not open. Try setting the No Match options to 'Show Default Message' and see if that gives any clues. HTH David Sanders Remedy Solution Architect Enterprise Service Suite @ Work == ARS List Award Winner 2005 Best 3rd party Remedy Application tel +44 1494 468980 mobile +44 7710 377761 email [EMAIL PROTECTED] web http://www.westoverconsulting.co.uk -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of George Barsan Sent: Wednesday, September 06, 2006 5:17 PM To: arslist@ARSLIST.ORG Subject: Re: AL stopped working (no changes on AL) No, not yet - but I'm going to do that.. What I tried to do is to separate the actions from one large AL into 3 smaller ones. The funny thing is, that I ended up with an open-window-AL (let's call it ReportInternal), for which I have a handy def file and it works fine. However, I need a set fields action running in front of it. I had two ideas: 1) I tried to add it to the ReportInternal-AL = open window fails 2) I tried to create a separate AL (called GetReportData) running with a lower order = open window fails Importing GetReportData-AL messes up all open window actions even in other AL behind that form, although they are running on totally different conditions. As soon as I delete the AL GetReportData, the open window actions are working again.. Next, I exported both AL's as XML and copy pasted the missing set field action in an editor and import the new XML.. Same result = open window fails :( I guess that there is a relationship between the set-field and the open window action... However, I've ran out of ideas.. George On 9/6/06, [EMAIL PROTECTED] [EMAIL PROTECTED] wrote: George, have you checked the .arf files in the Home Folder on the clients, contains the al defintions I know, maybe a difference when the al is not is working and when it is working? Something corrupt in the arf file? /L ars -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of George Barsan Sent: Wednesday, September 06, 2006 4:53 PM To: arslist@ARSLIST.ORG Subject: Re: AL stopped working (no changes on AL) Hello Joe, Yep, the group names and ID's are equal.. We used a DB dump and re-import to duplicate production to dev and only removed customer related data (names, addresses co).. George On 9/6/06, Joe DeSouza [EMAIL PROTECTED] wrote: ** Very basic question... Have you checked if the permission groups on both the dev and prod instances are identical - both group names and their ID's should be the same... Joe D'Souza Remedy Developer / Consultant, BearingPoint, Virginia. - Original Message From: Kemes, Lisa [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wednesday, September 6, 2006 9:15:27 AM Subject: Re: AL stopped working (no changes on AL) I had an AL just stop working all of the sudden and what I had to do
Re: Product/Operational Categorizations
Here is the information I received Operation Catalog is for service support - which basically means that you are generating Tier 1 (required) and Tier 2 Tier 3 (Optional) for Service Desk and Change Management requests. Product Catalog is for CI tracking - In otherwords related to CMDB tracking of CIs. This is more along the lines of products that you own or support. ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: Avoid opening the same request-id twice
You are right ...but, is there any reason to open the same id/form twice for user? I can't see any situation. This should not be be possibly I think, in next aruser.exe ...? One of the most frequest asked questions is, why are so may windows opened in ars ../L ars -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Mike White Sent: Thursday, September 07, 2006 9:09 PM To: arslist@ARSLIST.ORG Subject: Re: Avoid opening the same request-id twice I'm not sure you can prevent opening (i.e. displaying) the same Request ID more than once without some ugly stuff - setting a flag field, which trips the change flag, requiring the user to save a request that he/she was only viewing, coupled with an error on display if the flag field is set. An alternative might be to use events to close the window of an already-displayed request. You could build an AL with Execute On = Display, no Run If (or 'Request ID' != $NULL$?), If Action = Run Process PERFORM-ACTION-SEND-EVENT (ARS 6.0, DAB, p. 710). target would probably be * (i.e. all windows managed by the client) and event_type could be a concatenation of $SCHEMA$ and $Request ID$ (unique to form and record). A second AL with an earlier Execution Order, Execute On = Event, Run If = $EVENTTYPE$ = $SCHEMA$ + 'Request ID', If Action = Close Window (possibly preceded by a message to let the user know what's going on). This isn't great, either. You really don't know what you're closing. The user could have searched for multiple records and happens to be positioned on one that was later searched for/displayed in another window. The second display would cause the first to close. Could be irritating. Mike White Office: 813-978-2192 E-mail: [EMAIL PROTECTED] [EMAIL PROTECTED] TENFALL.COM To: arslist@ARSLIST.ORG Sent by: Action cc: Request System Subject: Avoid opening the same request-id twice discussion list(ARSList) arslist@ARSLIST.ORG 09/07/2006 14:05 Please respond to arslist Hi, anyone tried this successfully, to prevent user X from opening the same request-id twice? Use Global fields ..? Give an error/warning(?) message if criteria is met? Any way to switch to the already opended window? L ars Pettersson Vattenfall Business Services Nordic AB Action Request System Engineer (Tabasco) S-461 88 Trollhättan Sweden Phone +46 520 888 35 Mobil +46 70 608 99 95 e-mail: [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
CMDB 2.0 implentation
** Hi I have just installed CMDB 2.0, and going through the documentation. However it doesn't have much on next steps, ie tying into data sources, populating data? Or defining business process classes? Anybody have any info on the best approach to getting the CMDB functional? Thx Den __20060125___This posting was submitted with HTML in it___
I Am Outraged! - BMC/Remedy is Outsourcing Support!!
Hello community, I have it on good authority from one of my contacts at BMC that they will be starting to outsource their support to Pune, India and Dublin, Ireland very shortly. Am I the only one who is outraged by this? Our company already pays an unconscionable amount of money for Remedy Support. If they start to outsource I can guarantee you that our company will stop paying for support altogether next year because they will be diminishing the value of this support drastically but our maintenance fees will not be discounted. So THEY will be saving a ton of money by giving us compromised support but they will not be compensating us in any way (and we just renewed our maintenance contract before I was told of this!). In my experience, the second most valuable thing besides the actual AR System platform from Remedy is their support teams and infrastructure. If BMC is going to start carving the support infrastructure up and outsourcing it, then thay are going to lose the second most valuable pool of Remedy professionals next to the engineers themselves. What is BMC thinking? The executives are obviously boneheads who have NO IDEA of the value of the Remedy AR System product line and the Remedy support infrastructure. I have emailed Bob Beauchamp but have not had a response from him regarding this direction. If we can no longer rely on the past stellar support for this product, which is critical to us in our rapid development environment, we are going to seriously consider moving to another development platform entirely where they have on-site American/English speaking professionals - not underpayed call centre (KB screen-reader) reps who have no understanding and no context of the platform, and no relationships restricted escalation paths with the Remedy software engineering community. As a longtime customer, I am personally outraged by this move and I am insulted that BMC has not contacted us nor have they solicited feedback on this initiative. What does everyone else think? (Please, EVERYONE chime in on this) What can we do to get BMC to keep their existing support infrastructure and stop them from farming out their support to people who can not even speak clear American English? JP _ Deck to dock: outfit your cottage in stylish comfort. Check out Sympatico / MSN Shopping for great Cottage Living ideas. http://shopping.sympatico.msn.ca/category/shp/?bCatID=11,ptnrid=176,ptnrdata=081801 ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!!
** Well That explains the Keynote speaker at this years User World (if it's true). I wouldn't freak just yet. Warren On 9/7/06, Jamahowal Pinitubel [EMAIL PROTECTED] wrote: Hello community,I have it on good authority from one of my contacts at BMC that they will bestarting to outsource their support to Pune, India and Dublin, Ireland very shortly.Am I the only one who is outraged by this?Our company already pays an unconscionable amount of money for RemedySupport. If they start to outsource I can guarantee you that our companywill stop paying for support altogether next year because they will be diminishing the value of this support drastically but our maintenance feeswill not be discounted.So THEY will be saving a ton of money by giving us compromised support butthey will not be compensating us in any way (and we just renewed our maintenance contract before I was told of this!).In my experience, the second most valuable thing besides the actual ARSystem platform from Remedy is their support teams and infrastructure. IfBMC is going to start carving the support infrastructure up and outsourcing it, then thay are going to lose the second most valuable pool of Remedyprofessionals next to the engineers themselves.What is BMC thinking? The executives are obviously boneheads who have NOIDEA of the value of the Remedy AR System product line and the Remedy support infrastructure.I have emailed Bob Beauchamp but have not had a response from him regardingthis direction.If we can no longer rely on the past stellar support for this product, whichis critical to us in our rapid development environment, we are going to seriously consider moving to another development platform entirely wherethey have on-site American/English speaking professionals - not underpayedcall centre (KB screen-reader) reps who have no understanding and no context of the platform, and no relationships restricted escalation paths with theRemedy software engineering community.As a longtime customer, I am personally outraged by this move and I aminsulted that BMC has not contacted us nor have they solicited feedback on this initiative.What does everyone else think? (Please, EVERYONE chime in on this)What can we do to get BMC to keep their existing support infrastructure andstop them from farming out their support to people who can not even speak clear American English?JP_Deck to dock: outfit your cottage in stylish comfort. Check out Sympatico /MSN Shopping for great Cottage Living ideas. http://shopping.sympatico.msn.ca/category/shp/?bCatID=11,ptnrid=176,ptnrdata=081801___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org-- Warren R. Baltimore IIRemedy DeveloperUW Medicine IT Services School of MedicineUniversity of WashingtonBox 3582201325 Fourth Ave, Suite 2000Seattle, WA 98101The opinions expressed in this e-mail are in no way those of the University of Washington, or the State of Washington.They are my own. __20060125___This posting was submitted with HTML in it___
new remedy admin needs training advice
Hi all, I've recently been assigned the title of Remedy Administrator...the problem...i'm a Sys Admin with very little Remedy experience and my company won't be able to get me into training until january or so. My question is this. What should i be studying outside of the remedy manuals so i can become at least fairly proficient. I've managed to work out some basic things like CTI's, basic AL's and escalations, and some basic CM and Helpdesk administration but its been very very slow. What programs, languages, etc.. should i be focusing on? Any advice would be much appreciated. We're working on a Windows 2k3 platform with AR System 6.3 and Oracle 9i. V/R Jason NoSuchStudios -- View this message in context: http://www.nabble.com/new-remedy-admin-needs-training-advice-tf2228920.html#a6177596 Sent from the ARS (Action Request System) forum at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: new remedy admin needs training advice (U)
UNCLASSIFIED Do you have any database or account management experience? Sandra Hennigan OSD Remedy Administrator Office # 703-602-2525 x251 CACI - Ever Vigilant(tm) Apparently, there is nothing that cannot happen today. Mark Twain -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of NoSuchStudios Sent: Wednesday, September 06, 2006 2:56 PM To: arslist@ARSLIST.ORG Subject: new remedy admin needs training advice Hi all, I've recently been assigned the title of Remedy Administrator...the problem...i'm a Sys Admin with very little Remedy experience and my company won't be able to get me into training until january or so. My question is this. What should i be studying outside of the remedy manuals so i can become at least fairly proficient. I've managed to work out some basic things like CTI's, basic AL's and escalations, and some basic CM and Helpdesk administration but its been very very slow. What programs, languages, etc.. should i be focusing on? Any advice would be much appreciated. We're working on a Windows 2k3 platform with AR System 6.3 and Oracle 9i. V/R Jason NoSuchStudios -- View this message in context: http://www.nabble.com/new-remedy-admin-needs-training-advice-tf2228920.h tml#a6177596 Sent from the ARS (Action Request System) forum at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!!
** Keynote Speaker - Geoffrey Moore , Managing Director, TCG Advisors and Author of Crossing the Chasm He talked about how Outsourcing is not neccesarily a bad thing. It allows the organization to refocus on new tasks by retasking those who were doing support. I'm not sure I buy into all of it. And this is not a very good explanation of an hour long talk. Anybody else care to explain mr. Moore's ideas? Warren On 9/7/06, McKenzie, James J C-E LCMC HQISEC/L3 [EMAIL PROTECTED] wrote: ** Warren: Details for those of us not able to go to BUW? James McKenzie From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Warren Baltimore Sent: Thursday, September 07, 2006 1:48 PM To: arslist@ARSLIST.ORG Subject: Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!! ** Well That explains the Keynote speaker at this years User World (if it's true). I wouldn't freak just yet. Warren On 9/7/06, Jamahowal Pinitubel [EMAIL PROTECTED] wrote: Hello community, I have it on good authority from one of my contacts at BMC that they will be starting to outsource their support to Pune, India and Dublin, Ireland very shortly. Am I the only one who is outraged by this? Our company already pays an unconscionable amount of money for Remedy Support. If they start to outsource I can guarantee you that our company will stop paying for support altogether next year because they will be diminishing the value of this support drastically but our maintenance fees will not be discounted. So THEY will be saving a ton of money by giving us compromised support but they will not be compensating us in any way (and we just renewed our maintenance contract before I was told of this!). In my experience, the second most valuable thing besides the actual AR System platform from Remedy is their support teams and infrastructure. If BMC is going to start carving the support infrastructure up and outsourcing it, then thay are going to lose the second most valuable pool of Remedy professionals next to the engineers themselves. What is BMC thinking? The executives are obviously boneheads who have NO IDEA of the value of the Remedy AR System product line and the Remedy support infrastructure. I have emailed Bob Beauchamp but have not had a response from him regarding this direction. If we can no longer rely on the past stellar support for this product, which is critical to us in our rapid development environment, we are going to seriously consider moving to another development platform entirely where they have on-site American/English speaking professionals - not underpayed call centre (KB screen-reader) reps who have no understanding and no context of the platform, and no relationships restricted escalation paths with the Remedy software engineering community. As a longtime customer, I am personally outraged by this move and I am insulted that BMC has not contacted us nor have they solicited feedback on this initiative. What does everyone else think? (Please, EVERYONE chime in on this) What can we do to get BMC to keep their existing support infrastructure and stop them from farming out their support to people who can not even speak clear American English? JP _ Deck to dock: outfit your cottage in stylish comfort. Check out Sympatico / MSN Shopping for great Cottage Living ideas. http://shopping.sympatico.msn.ca/category/shp/?bCatID=11,ptnrid=176,ptnrdata=081801 ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org -- Warren R. Baltimore II Remedy Developer UW Medicine IT Services School of Medicine University of Washington Box 358220 1325 Fourth Ave, Suite 2000 Seattle, WA 98101 The opinions expressed in this e-mail are in no way those of the University of Washington, or the State of Washington. They are my own. __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ -- Warren R. Baltimore IIRemedy DeveloperUW Medicine IT Services School of MedicineUniversity of WashingtonBox 3582201325 Fourth Ave, Suite 2000Seattle, WA 98101The opinions expressed in this e-mail are in no way those of the University of Washington, or the State of Washington.They are my own. __20060125___This posting was submitted with HTML in it___
Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!!
What.. I totally agree with you. This is LUDACRIS! I will definitely also keep this is mind with the clients I do support because it is too frustrating dealing with people who won't have a clue besides the limited training they do receive and then expect to resolve our issues. This is just another corporate way to save money by decreasing jobs for people right here in the good old USA and increase their pockets. Besides the CEO only make about 1.5 million a year he may need a little more because the market is bad Some things suck and only get worse as time goes forward. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Sent: Thursday, September 07, 2006 4:44 PM To: arslist@ARSLIST.ORG Subject: I Am Outraged! - BMC/Remedy is Outsourcing Support!! Importance: High Hello community, I have it on good authority from one of my contacts at BMC that they will be starting to outsource their support to Pune, India and Dublin, Ireland very shortly. Am I the only one who is outraged by this? Our company already pays an unconscionable amount of money for Remedy Support. If they start to outsource I can guarantee you that our company will stop paying for support altogether next year because they will be diminishing the value of this support drastically but our maintenance fees will not be discounted. So THEY will be saving a ton of money by giving us compromised support but they will not be compensating us in any way (and we just renewed our maintenance contract before I was told of this!). In my experience, the second most valuable thing besides the actual AR System platform from Remedy is their support teams and infrastructure. If BMC is going to start carving the support infrastructure up and outsourcing it, then thay are going to lose the second most valuable pool of Remedy professionals next to the engineers themselves. What is BMC thinking? The executives are obviously boneheads who have NO IDEA of the value of the Remedy AR System product line and the Remedy support infrastructure. I have emailed Bob Beauchamp but have not had a response from him regarding this direction. If we can no longer rely on the past stellar support for this product, which is critical to us in our rapid development environment, we are going to seriously consider moving to another development platform entirely where they have on-site American/English speaking professionals - not underpayed call centre (KB screen-reader) reps who have no understanding and no context of the platform, and no relationships restricted escalation paths with the Remedy software engineering community. As a longtime customer, I am personally outraged by this move and I am insulted that BMC has not contacted us nor have they solicited feedback on this initiative. What does everyone else think? (Please, EVERYONE chime in on this) What can we do to get BMC to keep their existing support infrastructure and stop them from farming out their support to people who can not even speak clear American English? JP _ Deck to dock: outfit your cottage in stylish comfort. Check out Sympatico / MSN Shopping for great Cottage Living ideas. http://shopping.sympatico.msn.ca/category/shp/?bCatID=11,ptnrid=176,ptnrdata =081801 ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!!
I know a couple of BMC employees, and none of them have expressed any concern of their jobs being in danger, so I don't know that what you are saying is accurate. Additionally, I know that BMC does have offices in Pune comprised of BMC employees, so it would not be outsourcing, but rather a form of offshoring. There is a big difference, because outsourcing could even mean turning over support to a U.S.-based firm, for example. Offshoring can be combined with outsourcing but they are not necessarily the same. As far as my opinion goes, I also would prefer to see those jobs based out of the U.S., but this is the way of globalization and the way the rest of the industry has gone or is going. All we can do is stay agile and make sure that we take care of ourselves while business changes. If you are truly outraged and believe that everyone else will be outraged as well, why not start a company that can become a Remedy partner who specializes in supporting ARS? That way your employees will have to deal with overseas support while your clients can deal with you in the U.S. Shawn Pierson The information in this e-mail, and any files transmitted with it, is intended for the exclusive use of the recipient(s) to which it is addressed and may contain confidential, proprietary or privileged information. If you are not an intended recipient, you have received this transmission in error and any use, review, dissemination, distribution, printing or copying of this information is strictly prohibited. If you have received this e-mail in error, please notify the sender immediately of the erroneous transmission by reply e-mail, immediately delete this e-mail and all electronic copies of it from your system and destroy any hard copies of it that you may have made. Thank you. ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!!
** Claire: I got a call, a long time ago from Ireland. This was the first time that I was aware that Remedy Corp. had a presence in that country. There are several companies that I work with that have overseas locations. Some of this is to reduce the stress in a 24X7 environment and to provide the best service. And not all Tier 2 and 3 engineers are locacated in Mountain View. James McKenzie From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sanford, ClaireSent: Thursday, September 07, 2006 1:55 PMTo: arslist@ARSLIST.ORGSubject: Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!! ** That post almost seems like a "troll". I have never seen a post from "Jamahowal Pinitubel " before. We have been receiving support from India for months! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Warren BaltimoreSent: Thursday, September 07, 2006 3:48 PMTo: arslist@ARSLIST.ORGSubject: Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!! ** Well That explains the Keynote speaker at this years User World (if it's true). I wouldn't freak just yet. Warren On 9/7/06, Jamahowal Pinitubel [EMAIL PROTECTED] wrote: Hello community,I have it on good authority from one of my contacts at BMC that they will bestarting to outsource their support to Pune, India and Dublin, Ireland very shortly.Am I the only one who is outraged by this?Our company already pays an unconscionable amount of money for RemedySupport. If they start to outsource I can guarantee you that our companywill stop paying for support altogether next year because they will be diminishing the value of this support drastically but our maintenance feeswill not be discounted.So THEY will be saving a ton of money by giving us compromised support butthey will not be compensating us in any way (and we just renewed our maintenance contract before I was told of this!).In my experience, the second most valuable thing besides the actual ARSystem platform from Remedy is their support teams and infrastructure. IfBMC is going to start carving the support infrastructure up and outsourcing it, then thay are going to lose the second most valuable pool of Remedyprofessionals next to the engineers themselves.What is BMC thinking? The executives are obviously boneheads who have NOIDEA of the value of the Remedy AR System product line and the Remedy support infrastructure.I have emailed Bob Beauchamp but have not had a response from him regardingthis direction.If we can no longer rely on the past stellar support for this product, whichis critical to us in our rapid development environment, we are going to seriously consider moving to another development platform entirely wherethey have on-site American/English speaking professionals - not underpayedcall centre (KB screen-reader) reps who have no understanding and no context of the platform, and no relationships restricted escalation paths with theRemedy software engineering community.As a longtime customer, I am personally outraged by this move and I aminsulted that BMC has not contacted us nor have they solicited feedback on this initiative.What does everyone else think? (Please, EVERYONE chime in on this)What can we do to get BMC to keep their existing support infrastructure andstop them from farming out their support to people who can not even speak clear American English?JP_Deck to dock: outfit your cottage in stylish comfort. Check out Sympatico /MSN Shopping for great Cottage Living ideas. http://shopping.sympatico.msn.ca/category/shp/?bCatID=11,ptnrid=176,ptnrdata=081801___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org-- Warren R. Baltimore IIRemedy DeveloperUW Medicine IT Services School of MedicineUniversity of WashingtonBox 3582201325 Fourth Ave, Suite 2000Seattle, WA 98101The opinions expressed in this e-mail are in no way those of the University of Washington, or the State of Washington.They are my own. __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___
Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!!
I don't know how that poor CEO lives off of 1.5 million dollars !!! -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Baytops, Abdullah P. Sent: Thursday, September 07, 2006 4:56 PM To: arslist@ARSLIST.ORG Subject: Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!! What.. I totally agree with you. This is LUDACRIS! I will definitely also keep this is mind with the clients I do support because it is too frustrating dealing with people who won't have a clue besides the limited training they do receive and then expect to resolve our issues. This is just another corporate way to save money by decreasing jobs for people right here in the good old USA and increase their pockets. Besides the CEO only make about 1.5 million a year he may need a little more because the market is bad Some things suck and only get worse as time goes forward. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Sent: Thursday, September 07, 2006 4:44 PM To: arslist@ARSLIST.ORG Subject: I Am Outraged! - BMC/Remedy is Outsourcing Support!! Importance: High Hello community, I have it on good authority from one of my contacts at BMC that they will be starting to outsource their support to Pune, India and Dublin, Ireland very shortly. Am I the only one who is outraged by this? Our company already pays an unconscionable amount of money for Remedy Support. If they start to outsource I can guarantee you that our company will stop paying for support altogether next year because they will be diminishing the value of this support drastically but our maintenance fees will not be discounted. So THEY will be saving a ton of money by giving us compromised support but they will not be compensating us in any way (and we just renewed our maintenance contract before I was told of this!). In my experience, the second most valuable thing besides the actual AR System platform from Remedy is their support teams and infrastructure. If BMC is going to start carving the support infrastructure up and outsourcing it, then thay are going to lose the second most valuable pool of Remedy professionals next to the engineers themselves. What is BMC thinking? The executives are obviously boneheads who have NO IDEA of the value of the Remedy AR System product line and the Remedy support infrastructure. I have emailed Bob Beauchamp but have not had a response from him regarding this direction. If we can no longer rely on the past stellar support for this product, which is critical to us in our rapid development environment, we are going to seriously consider moving to another development platform entirely where they have on-site American/English speaking professionals - not underpayed call centre (KB screen-reader) reps who have no understanding and no context of the platform, and no relationships restricted escalation paths with the Remedy software engineering community. As a longtime customer, I am personally outraged by this move and I am insulted that BMC has not contacted us nor have they solicited feedback on this initiative. What does everyone else think? (Please, EVERYONE chime in on this) What can we do to get BMC to keep their existing support infrastructure and stop them from farming out their support to people who can not even speak clear American English? JP _ Deck to dock: outfit your cottage in stylish comfort. Check out Sympatico / MSN Shopping for great Cottage Living ideas. http://shopping.sympatico.msn.ca/category/shp/?bCatID=11,ptnrid=176,ptnrdata =081801 ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!!
Claire, contact me offline at [EMAIL PROTECTED] if you would like to validate my authenticity. You have OBVIOUSLY missed my prior posts. You should back up your statements with facts before you make them. JP From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sanford, Claire Sent: Thursday, September 07, 2006 4:55 PM To: arslist@ARSLIST.ORG Subject: Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!! ** That post almost seems like a troll. I have never seen a post from Jamahowal Pinitubel before. We have been receiving support from India for months! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Warren Baltimore Sent: Thursday, September 07, 2006 3:48 PM To: arslist@ARSLIST.ORG Subject: Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!! ** Well That explains the Keynote speaker at this years User World (if it's true). I wouldn't freak just yet. Warren On 9/7/06, Jamahowal Pinitubel [EMAIL PROTECTED] wrote: Hello community, I have it on good authority from one of my contacts at BMC that they will be starting to outsource their support to Pune, India and Dublin, Ireland very shortly. Am I the only one who is outraged by this? Our company already pays an unconscionable amount of money for Remedy Support. If they start to outsource I can guarantee you that our company will stop paying for support altogether next year because they will be diminishing the value of this support drastically but our maintenance fees will not be discounted. So THEY will be saving a ton of money by giving us compromised support but they will not be compensating us in any way (and we just renewed our maintenance contract before I was told of this!). In my experience, the second most valuable thing besides the actual AR System platform from Remedy is their support teams and infrastructure. If BMC is going to start carving the support infrastructure up and outsourcing it, then thay are going to lose the second most valuable pool of Remedy professionals next to the engineers themselves. What is BMC thinking? The executives are obviously boneheads who have NO IDEA of the value of the Remedy AR System product line and the Remedy support infrastructure. I have emailed Bob Beauchamp but have not had a response from him regarding this direction. If we can no longer rely on the past stellar support for this product, which is critical to us in our rapid development environment, we are going to seriously consider moving to another development platform entirely where they have on-site American/English speaking professionals - not underpayed call centre (KB screen-reader) reps who have no understanding and no context of the platform, and no relationships restricted escalation paths with the Remedy software engineering community. As a longtime customer, I am personally outraged by this move and I am insulted that BMC has not contacted us nor have they solicited feedback on this initiative. What does everyone else think? (Please, EVERYONE chime in on this) What can we do to get BMC to keep their existing support infrastructure and stop them from farming out their support to people who can not even speak clear American English? JP _ Deck to dock: outfit your cottage in stylish comfort. Check out Sympatico / MSN Shopping for great Cottage Living ideas. http://shopping.sympatico.msn.ca/category/shp/?bCatID=11,ptnrid=176,ptnrdata=081801 ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org -- Warren R. Baltimore II Remedy Developer UW Medicine IT Services School of Medicine University of Washington Box 358220 1325 Fourth Ave, Suite 2000 Seattle, WA 98101 The opinions expressed in this e-mail are in no way those of the University of Washington, or the State of Washington. They are my own. __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ This transmission (including any attachments) may contain confidential information, privileged material (including material protected by the solicitor-client or other applicable privileges), or constitute non-public information. Any use of this information by anyone other than the intended recipient is prohibited. If you have received this transmission in error, please immediately reply to the sender and delete this information from your system. Use, dissemination, distribution, or reproduction of this transmission by unintended recipients is not authorized and may
OT- I Am Outraged! - BMC/Remedy is Outsourcing Support!!
Excuse me... I found one... 7/28/2005 a job available post. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jamahowal Pinitubel Sent: Thursday, September 07, 2006 4:02 PM To: arslist@ARSLIST.ORG Subject: Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!! Claire, contact me offline at [EMAIL PROTECTED] if you would like to validate my authenticity. You have OBVIOUSLY missed my prior posts. You should back up your statements with facts before you make them. JP From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sanford, Claire Sent: Thursday, September 07, 2006 4:55 PM To: arslist@ARSLIST.ORG Subject: Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!! ** That post almost seems like a troll. I have never seen a post from Jamahowal Pinitubel before. We have been receiving support from India for months! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Warren Baltimore Sent: Thursday, September 07, 2006 3:48 PM To: arslist@ARSLIST.ORG Subject: Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!! ** Well That explains the Keynote speaker at this years User World (if it's true). I wouldn't freak just yet. Warren On 9/7/06, Jamahowal Pinitubel [EMAIL PROTECTED] wrote: Hello community, I have it on good authority from one of my contacts at BMC that they will be starting to outsource their support to Pune, India and Dublin, Ireland very shortly. Am I the only one who is outraged by this? Our company already pays an unconscionable amount of money for Remedy Support. If they start to outsource I can guarantee you that our company will stop paying for support altogether next year because they will be diminishing the value of this support drastically but our maintenance fees will not be discounted. So THEY will be saving a ton of money by giving us compromised support but they will not be compensating us in any way (and we just renewed our maintenance contract before I was told of this!). In my experience, the second most valuable thing besides the actual AR System platform from Remedy is their support teams and infrastructure. If BMC is going to start carving the support infrastructure up and outsourcing it, then thay are going to lose the second most valuable pool of Remedy professionals next to the engineers themselves. What is BMC thinking? The executives are obviously boneheads who have NO IDEA of the value of the Remedy AR System product line and the Remedy support infrastructure. I have emailed Bob Beauchamp but have not had a response from him regarding this direction. If we can no longer rely on the past stellar support for this product, which is critical to us in our rapid development environment, we are going to seriously consider moving to another development platform entirely where they have on-site American/English speaking professionals - not underpayed call centre (KB screen-reader) reps who have no understanding and no context of the platform, and no relationships restricted escalation paths with the Remedy software engineering community. As a longtime customer, I am personally outraged by this move and I am insulted that BMC has not contacted us nor have they solicited feedback on this initiative. What does everyone else think? (Please, EVERYONE chime in on this) What can we do to get BMC to keep their existing support infrastructure and stop them from farming out their support to people who can not even speak clear American English? JP _ Deck to dock: outfit your cottage in stylish comfort. Check out Sympatico / MSN Shopping for great Cottage Living ideas. http://shopping.sympatico.msn.ca/category/shp/?bCatID=11,ptnrid=176,ptnr data=081801 ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org -- Warren R. Baltimore II Remedy Developer UW Medicine IT Services School of Medicine University of Washington Box 358220 1325 Fourth Ave, Suite 2000 Seattle, WA 98101 The opinions expressed in this e-mail are in no way those of the University of Washington, or the State of Washington. They are my own. __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ This transmission (including any attachments) may contain confidential information, privileged material (including material protected by the solicitor-client or other applicable privileges), or constitute non-public information. Any use of
Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!!
** And that's why I said I wasn't sure I buy into it. I just don't want everyone to get there shorts all bunged up just yet. This is a Rumor folks. Not the first time we have heard this kind of rumor either! Not saying it won't happen, not saying if it does it will be a bad thing or a good thing. Just saying let's see what happens. Warren On 9/7/06, McKenzie, James J C-E LCMC HQISEC/L3 [EMAIL PROTECTED] wrote: ** Warren: Not to expand on this but note my reply to Claire. And there are books and articles on the reverse. Dell decided to shutdown the Austin, Texas call center. A very large customer called in to a high level executive advising them that that company was cancelling their present order and would not buy anymore Dell products. In about three weeks, there were ads in the papers advising that the call center was reopening and that former Dell employees would be rehired without any loss of time (as if they were not laid off in the first place.) James McKenzie From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG ] On Behalf Of Warren Baltimore Sent: Thursday, September 07, 2006 1:56 PM To: arslist@ARSLIST.ORG Subject: Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!! ** Keynote Speaker - Geoffrey Moore , Managing Director, TCG Advisors and Author of Crossing the Chasm He talked about how Outsourcing is not neccesarily a bad thing. It allows the organization to refocus on new tasks by retasking those who were doing support. I'm not sure I buy into all of it. And this is not a very good explanation of an hour long talk. Anybody else care to explain mr. Moore's ideas? Warren On 9/7/06, McKenzie, James J C-E LCMC HQISEC/L3 [EMAIL PROTECTED] wrote: ** Warren:Details for those of us not able to go to BUW? James McKenzie From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Warren Baltimore Sent: Thursday, September 07, 2006 1:48 PM To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG Subject: Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!! ** WellThat explains the Keynote speaker at this years User World (if it's true). I wouldn't freak just yet. Warren On 9/7/06, Jamahowal Pinitubel [EMAIL PROTECTED] wrote: Hello community, I have it on good authority from one of my contacts at BMC that they will be starting to outsource their support to Pune, India and Dublin, Ireland very shortly. Am I the only one who is outraged by this? Our company already pays an unconscionable amount of money for Remedy Support. If they start to outsource I can guarantee you that our company will stop paying for support altogether next year because they will be diminishing the value of this support drastically but our maintenance fees will not be discounted. So THEY will be saving a ton of money by giving us compromised support but they will not be compensating us in any way (and we just renewed our maintenance contract before I was told of this!). In my experience, the second most valuable thing besides the actual AR System platform from Remedy is their support teams and infrastructure. If BMC is going to start carving the support infrastructure up and outsourcing it, then thay are going to lose the second most valuable pool of Remedy professionals next to the engineers themselves. What is BMC thinking? The executives are obviously boneheads who have NO IDEA of the value of the Remedy AR System product line and the Remedy support infrastructure. I have emailed Bob Beauchamp but have not had a response from him regarding this direction. If we can no longer rely on the past stellar support for this product, which is critical to us in our rapid development environment, we are going to seriously consider moving to another development platform entirely where they have on-site American/English speaking professionals - not underpayed call centre (KB screen-reader) reps who have no understanding and no context of the platform, and no relationships restricted escalation paths with the Remedy software engineering community. As a longtime customer, I am personally outraged by this move and I am insulted that BMC has not contacted us nor have they solicited feedback on this initiative. What does everyone else think? (Please, EVERYONE chime in on this) What can we do to get BMC to keep their existing support infrastructure and stop them from farming out their support to people who can not even speak clear American English? JP _ Deck to dock: outfit your cottage in stylish comfort. Check out Sympatico / MSN Shopping for great Cottage Living ideas.
Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!!
Title: RE: I Am Outraged! - BMC/Remedy is Outsourcing Support!! ** Claire: This is very true, but at least the tier 1 help desk folks know when they have reached the end of their rope and turn the problem over to a tier 1 person. It is fun dealing with them when you tell them that you researched the web site and the list B4 you put in the incident report... James McKenzie From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire Sent: Thursday, September 07, 2006 2:10 PM To: arslist@ARSLIST.ORG Subject: Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!! ** James, I was saying that we (as in the company I work for) have been receiving support from Remedy from India for several months (at least 8 months). It has not been as fast or as good as the good Old Days, but nothing is... Claire From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3 Sent: Thursday, September 07, 2006 3:58 PM To: arslist@ARSLIST.ORG Subject: Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!! ** Claire: I got a call, a long time ago from Ireland. This was the first time that I was aware that Remedy Corp. had a presence in that country. There are several companies that I work with that have overseas locations. Some of this is to reduce the stress in a 24X7 environment and to provide the best service. And not all Tier 2 and 3 engineers are locacated in Mountain View. James McKenzie From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire Sent: Thursday, September 07, 2006 1:55 PM To: arslist@ARSLIST.ORG Subject: Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!! ** That post almost seems like a troll. I have never seen a post from Jamahowal Pinitubel before. We have been receiving support from India for months! From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Warren Baltimore Sent: Thursday, September 07, 2006 3:48 PM To: arslist@ARSLIST.ORG Subject: Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!! ** Well That explains the Keynote speaker at this years User World (if it's true). I wouldn't freak just yet. Warren On 9/7/06, Jamahowal Pinitubel [EMAIL PROTECTED] wrote: Hello community, I have it on good authority from one of my contacts at BMC that they will be starting to outsource their support to Pune, India and Dublin, Ireland very shortly. Am I the only one who is outraged by this? Our company already pays an unconscionable amount of money for Remedy Support. If they start to outsource I can guarantee you that our company will stop paying for support altogether next year because they will be diminishing the value of this support drastically but our maintenance fees will not be discounted. So THEY will be saving a ton of money by giving us compromised support but they will not be compensating us in any way (and we just renewed our maintenance contract before I was told of this!). In my experience, the second most valuable thing besides the actual AR System platform from Remedy is their support teams and infrastructure. If BMC is going to start carving the support infrastructure up and outsourcing it, then thay are going to lose the second most valuable pool of Remedy professionals next to the engineers themselves. What is BMC thinking? The executives are obviously boneheads who have NO IDEA of the value of the Remedy AR System product line and the Remedy support infrastructure. I have emailed Bob Beauchamp but have not had a response from him regarding this direction. If we can no longer rely on the past stellar support for this product, which is critical to us in our rapid development environment, we are going to seriously consider moving to another development platform entirely where they have on-site American/English speaking professionals - not underpayed call centre (KB screen-reader) reps who have no understanding and no context of the platform, and no relationships restricted escalation paths with the Remedy software engineering community. As a longtime customer, I am personally outraged by this move and I am insulted that BMC has not contacted us nor have they solicited feedback on this initiative. What does everyone else think? (Please, EVERYONE chime in on this) What can we do to get BMC to keep their existing support infrastructure and stop them from farming out their support to people who can not even speak clear American English? JP _ Deck to dock: outfit your cottage in stylish comfort. Check out Sympatico / MSN Shopping for great Cottage
Webservices question
** Good Afternoon Everyone Quick question on web services When I create a web service for a form that contains drop down menus. Will these drop down menu be available when someone writes a webpage (html/java) to consume this web service? Thanks Herb __20060125___This posting was submitted with HTML in it___
Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!!
** Claire, There have been over 11,000 postings to the ARSList so far this year. Do you remember the name of each submitter? I have archived every posting since 2003. There are several from Jamahowal. Tim From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sanford, ClaireSent: Thursday, September 07, 2006 4:55 PMTo: arslist@ARSLIST.ORGSubject: Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!! ** That post almost seems like a "troll". I have never seen a post from "Jamahowal Pinitubel " before. We have been receiving support from India for months! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Warren BaltimoreSent: Thursday, September 07, 2006 3:48 PMTo: arslist@ARSLIST.ORGSubject: Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!! ** Well That explains the Keynote speaker at this years User World (if it's true). I wouldn't freak just yet. Warren On 9/7/06, Jamahowal Pinitubel [EMAIL PROTECTED] wrote: Hello community,I have it on good authority from one of my contacts at BMC that they will bestarting to outsource their support to Pune, India and Dublin, Ireland very shortly.Am I the only one who is outraged by this?Our company already pays an unconscionable amount of money for RemedySupport. If they start to outsource I can guarantee you that our companywill stop paying for support altogether next year because they will be diminishing the value of this support drastically but our maintenance feeswill not be discounted.So THEY will be saving a ton of money by giving us compromised support butthey will not be compensating us in any way (and we just renewed our maintenance contract before I was told of this!).In my experience, the second most valuable thing besides the actual ARSystem platform from Remedy is their support teams and infrastructure. IfBMC is going to start carving the support infrastructure up and outsourcing it, then thay are going to lose the second most valuable pool of Remedyprofessionals next to the engineers themselves.What is BMC thinking? The executives are obviously boneheads who have NOIDEA of the value of the Remedy AR System product line and the Remedy support infrastructure.I have emailed Bob Beauchamp but have not had a response from him regardingthis direction.If we can no longer rely on the past stellar support for this product, whichis critical to us in our rapid development environment, we are going to seriously consider moving to another development platform entirely wherethey have on-site American/English speaking professionals - not underpayedcall centre (KB screen-reader) reps who have no understanding and no context of the platform, and no relationships restricted escalation paths with theRemedy software engineering community.As a longtime customer, I am personally outraged by this move and I aminsulted that BMC has not contacted us nor have they solicited feedback on this initiative.What does everyone else think? (Please, EVERYONE chime in on this)What can we do to get BMC to keep their existing support infrastructure andstop them from farming out their support to people who can not even speak clear American English?JP_Deck to dock: outfit your cottage in stylish comfort. Check out Sympatico /MSN Shopping for great Cottage Living ideas. http://shopping.sympatico.msn.ca/category/shp/?bCatID=11,ptnrid=176,ptnrdata=081801___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org-- Warren R. Baltimore IIRemedy DeveloperUW Medicine IT Services School of MedicineUniversity of WashingtonBox 3582201325 Fourth Ave, Suite 2000Seattle, WA 98101The opinions expressed in this e-mail are in no way those of the University of Washington, or the State of Washington.They are my own. __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___
Re: Webservices question
** Depends on the Menu. Selection Lists, Radio Buttons, and Check Boxes have the data in the WSDL. Character and Search Menus do not unless you do your own XML Schema. Fred From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Herb PartlowSent: Thursday, September 07, 2006 4:25 PMTo: arslist@ARSLIST.ORGSubject: Webservices question ** Good Afternoon Everyone Quick question on web services When I create a web service for a form that contains drop down menus. Will these drop down menu be available when someone writes a webpage (html/java) to consume this web service? Thanks Herb __20060125___This posting was submitted with HTML in it___
Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!!
Title: RE: I Am Outraged! - BMC/Remedy is Outsourcing Support!! ** Warren: Hold onto your hats boys, the wind is sure goona be blowing. My experiences with 'off-shore' technical support range from the best to the worst. Same with U.S. support. It all depends on the level of training (some companies train with live customers, some don't) and experience of the person taking the call. I had a help desk tech on the phone from Bangalore who had a MS/MIS, MCSE and knew the answer to my problem. He could not give it to me because of policy Anyway, I expect BMC support to be as high as it ever has been. I doubt that BMC would put 'bottom line' before customer as they realize there are others out there waiting for disenchanted former BMC customers. James McKenzie From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Warren Baltimore Sent: Thursday, September 07, 2006 2:15 PM To: arslist@ARSLIST.ORG Subject: Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!! ** And that's why I said I wasn't sure I buy into it. I just don't want everyone to get there shorts all bunged up just yet. This is a Rumor folks. Not the first time we have heard this kind of rumor either! Not saying it won't happen, not saying if it does it will be a bad thing or a good thing. Just saying let's see what happens. Warren On 9/7/06, McKenzie, James J C-E LCMC HQISEC/L3 [EMAIL PROTECTED] wrote: ** Warren: Not to expand on this but note my reply to Claire. And there are books and articles on the reverse. Dell decided to shutdown the Austin, Texas call center. A very large customer called in to a high level executive advising them that that company was cancelling their present order and would not buy anymore Dell products. In about three weeks, there were ads in the papers advising that the call center was reopening and that former Dell employees would be rehired without any loss of time (as if they were not laid off in the first place.) James McKenzie From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG ] On Behalf Of Warren Baltimore Sent: Thursday, September 07, 2006 1:56 PM To: arslist@ARSLIST.ORG Subject: Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!! ** Keynote Speaker - Geoffrey Moore , Managing Director, TCG Advisors and Author of Crossing the Chasm He talked about how Outsourcing is not neccesarily a bad thing. It allows the organization to refocus on new tasks by retasking those who were doing support. I'm not sure I buy into all of it. And this is not a very good explanation of an hour long talk. Anybody else care to explain mr. Moore's ideas? Warren On 9/7/06, McKenzie, James J C-E LCMC HQISEC/L3 [EMAIL PROTECTED] wrote: ** Warren: Details for those of us not able to go to BUW? James McKenzie From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Warren Baltimore Sent: Thursday, September 07, 2006 1:48 PM To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG Subject: Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!! ** Well That explains the Keynote speaker at this years User World (if it's true). I wouldn't freak just yet. Warren On 9/7/06, Jamahowal Pinitubel [EMAIL PROTECTED] wrote: Hello community, I have it on good authority from one of my contacts at BMC that they will be starting to outsource their support to Pune, India and Dublin, Ireland very shortly. Am I the only one who is outraged by this? Our company already pays an unconscionable amount of money for Remedy Support. If they start to outsource I can guarantee you that our company will stop paying for support altogether next year because they will be diminishing the value of this support drastically but our maintenance fees will not be discounted. So THEY will be saving a ton of money by giving us compromised support but they will not be compensating us in any way (and we just renewed our maintenance contract before I was told of this!). In my experience, the second most valuable thing besides the actual AR System platform from Remedy is their support teams and infrastructure. If BMC is going to start carving the support infrastructure up and outsourcing it, then thay are going to lose the second most valuable pool of Remedy professionals next to the engineers themselves. What is BMC thinking? The executives are obviously boneheads who have NO IDEA of the value of the Remedy AR System product line and the Remedy support infrastructure. I have emailed Bob Beauchamp but have not had a response from him regarding this direction.
Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!!
** Can you say "trial balloon"? I don't know who Jamahowal is, and I doubt anyone else here does, either, so this could be nothing but so much hot air. Besides, Remedy has had outsourced engineering for years - has anyone noticed? Rick From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Warren BaltimoreSent: Thursday, September 07, 2006 1:48 PMTo: arslist@ARSLIST.ORGSubject: Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!! ** Well That explains the Keynote speaker at this years User World (if it's true). I wouldn't freak just yet. Warren On 9/7/06, Jamahowal Pinitubel [EMAIL PROTECTED] wrote: Hello community,I have it on good authority from one of my contacts at BMC that they will bestarting to outsource their support to Pune, India and Dublin, Ireland very shortly.Am I the only one who is outraged by this?Our company already pays an unconscionable amount of money for RemedySupport. If they start to outsource I can guarantee you that our companywill stop paying for support altogether next year because they will be diminishing the value of this support drastically but our maintenance feeswill not be discounted.So THEY will be saving a ton of money by giving us compromised support butthey will not be compensating us in any way (and we just renewed our maintenance contract before I was told of this!).In my experience, the second most valuable thing besides the actual ARSystem platform from Remedy is their support teams and infrastructure. IfBMC is going to start carving the support infrastructure up and outsourcing it, then thay are going to lose the second most valuable pool of Remedyprofessionals next to the engineers themselves.What is BMC thinking? The executives are obviously boneheads who have NOIDEA of the value of the Remedy AR System product line and the Remedy support infrastructure.I have emailed Bob Beauchamp but have not had a response from him regardingthis direction.If we can no longer rely on the past stellar support for this product, whichis critical to us in our rapid development environment, we are going to seriously consider moving to another development platform entirely wherethey have on-site American/English speaking professionals - not underpayedcall centre (KB screen-reader) reps who have no understanding and no context of the platform, and no relationships restricted escalation paths with theRemedy software engineering community.As a longtime customer, I am personally outraged by this move and I aminsulted that BMC has not contacted us nor have they solicited feedback on this initiative.What does everyone else think? (Please, EVERYONE chime in on this)What can we do to get BMC to keep their existing support infrastructure andstop them from farming out their support to people who can not even speak clear American English?JP_Deck to dock: outfit your cottage in stylish comfort. Check out Sympatico /MSN Shopping for great Cottage Living ideas. http://shopping.sympatico.msn.ca/category/shp/?bCatID=11,ptnrid=176,ptnrdata=081801___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org-- Warren R. Baltimore IIRemedy DeveloperUW Medicine IT Services School of MedicineUniversity of WashingtonBox 3582201325 Fourth Ave, Suite 2000Seattle, WA 98101The opinions expressed in this e-mail are in no way those of the University of Washington, or the State of Washington.They are my own. __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___
Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!!
I've heard rumblings about this as well. I don't expect a complete offshoring, but a substantial chunk nonetheless. It does concern me as it is a potentially major shift. My apprehensions can be summarized as: 1.) Language / Communication / Cultural Barriers 2.) Diminished ability for the support tech to quickly get a feel for how advanced a caller is and adjust support tactics / pace accordingly 3.) Experience with other offshore support tells me they tend to have very slow, rigid, scripted support methods that are of little use to advanced callers. 4.) Severe loss of support staff experience with the supported products I have no problem with BMC saving a dime so long as the customer experience is maintained. I can't imagine how a move like this _could_ do anything but hurt the customer experience in the short term. How it is in the long term really depends on the quality of the support people as perceived by the customers. So as always, if you don't like something - be vocal, complain, escalate, and use the leverage you have. A.) The discontinuation or downgrade of your support contract B.) Withholding of new purchases, letting the sales staff mgmt know why. C.) Consider the options of using other products (again, include BMC in on the thought process) These should send messages back up to BMC Mgmt throughout the support _and_ sales organizations. Another motivation for BMC may be that another common complaint about BMC is that Maintenance costs are high - so they must reduce costs to reduce the maintenance costs. If they don't pass the savings on, that's more leverage for use in negotiations (reduced quality without reduced price??? Wtf?). My 2 cents, -Brian Luke -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jamahowal Pinitubel Sent: Thursday, September 07, 2006 1:44 PM To: arslist@ARSLIST.ORG Subject: I Am Outraged! - BMC/Remedy is Outsourcing Support!! Importance: High Hello community, I have it on good authority from one of my contacts at BMC that they will be starting to outsource their support to Pune, India and Dublin, Ireland very shortly. Am I the only one who is outraged by this? Our company already pays an unconscionable amount of money for Remedy Support. If they start to outsource I can guarantee you that our company will stop paying for support altogether next year because they will be diminishing the value of this support drastically but our maintenance fees will not be discounted. So THEY will be saving a ton of money by giving us compromised support but they will not be compensating us in any way (and we just renewed our maintenance contract before I was told of this!). In my experience, the second most valuable thing besides the actual AR System platform from Remedy is their support teams and infrastructure. If BMC is going to start carving the support infrastructure up and outsourcing it, then thay are going to lose the second most valuable pool of Remedy professionals next to the engineers themselves. What is BMC thinking? The executives are obviously boneheads who have NO IDEA of the value of the Remedy AR System product line and the Remedy support infrastructure. I have emailed Bob Beauchamp but have not had a response from him regarding this direction. If we can no longer rely on the past stellar support for this product, which is critical to us in our rapid development environment, we are going to seriously consider moving to another development platform entirely where they have on-site American/English speaking professionals - not underpayed call centre (KB screen-reader) reps who have no understanding and no context of the platform, and no relationships restricted escalation paths with the Remedy software engineering community. As a longtime customer, I am personally outraged by this move and I am insulted that BMC has not contacted us nor have they solicited feedback on this initiative. What does everyone else think? (Please, EVERYONE chime in on this) What can we do to get BMC to keep their existing support infrastructure and stop them from farming out their support to people who can not even speak clear American English? JP _ Deck to dock: outfit your cottage in stylish comfort. Check out Sympatico / MSN Shopping for great Cottage Living ideas. http://shopping.sympatico.msn.ca/category/shp/?bCatID=11,ptnrid=176,ptnr data=081801 ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: Product/Operational Categorizations in ITSM7
We are struggling with this as well, going from a custom helpdesk app with 4 levels of categorization to the new ITSM 7 with 3 OpCat + 3 ProdCat. Here is BMCs emplanation from the ITSM Config manual: Operational categories list all the operational services that a typical help desk provides, such as add user account, and change server password. It can also contain items that represent symptoms of incidents or problems, such as application failure and network failure. Products can be any items used by an organization and are usually IT- related. Products are typically used to classify a configuration item, an incident, a problem, or a change request. The Product Categorization structure is defined as Tier 1 Tier 2 Tier 3 Product Name and Manufacturer Model Version, which is used to categorize different products or configuration items in BMC Atrium CMDB Interestingly, if you loaded the DSL data, you will see that BMC added Product Categories, especially for software, just to have 3 tiers. Does Software - Applications - Third Party - Microsoft Excel make any sense ? Tier 1 and 2 are redundant, however, all three are required. I found that you could add '- None -' in Tier 3, which came in handy for hardware, where you would want to have more details for items that can break. Ex: Hardware - Laptop - - None - Hardware - Laptop - Battery Now, when you create these, you also MUST select a 'CI Type' such as 'Computer System' or a system component. I am still trying to figure out how to relate this now to Product Name and Manufacturer. Each computer system should have a Product Name and Manufacturer but that is not necessairly true for system components. BTW: Has anyone tried to import this kind of data ? Good luck. You basically have to import into one form, then export again to get the automatically created IDs, then import into another form to create the relationships. I have seen the same thing with the site/location as well. Unfortunately, there is no documentation on any of this and it is pretty much trial and error, once you figure out which forms you need to import to. [stepping down from soapbox and catching my breath] You will also need to decide if you want these CTIs across all modules (Incident, Problem, Change, Request, etc). Next step is to understand the relationship between CTIs and the CMDB/DSL better. Rgds, Chris ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!!
Well, to take the BMC view for a minute (assuming this is true), all of the comparisons of ITSM products I have seen grade the product suite very highly except for one thing - cost. If they're planning on passing on some cost savings (should any actually be realized) to the customers, this could help expand the product line by making a superior product at a competitive price. Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Luke, Brian Sent: Thursday, September 07, 2006 3:11 PM To: arslist@ARSLIST.ORG Subject: Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!! I've heard rumblings about this as well. I don't expect a complete offshoring, but a substantial chunk nonetheless. It does concern me as it is a potentially major shift. My apprehensions can be summarized as: 1.) Language / Communication / Cultural Barriers 2.) Diminished ability for the support tech to quickly get a feel for how advanced a caller is and adjust support tactics / pace accordingly 3.) Experience with other offshore support tells me they tend to have very slow, rigid, scripted support methods that are of little use to advanced callers. 4.) Severe loss of support staff experience with the supported products I have no problem with BMC saving a dime so long as the customer experience is maintained. I can't imagine how a move like this _could_ do anything but hurt the customer experience in the short term. How it is in the long term really depends on the quality of the support people as perceived by the customers. So as always, if you don't like something - be vocal, complain, escalate, and use the leverage you have. A.) The discontinuation or downgrade of your support contract B.) Withholding of new purchases, letting the sales staff mgmt know why. C.) Consider the options of using other products (again, include BMC in on the thought process) These should send messages back up to BMC Mgmt throughout the support _and_ sales organizations. Another motivation for BMC may be that another common complaint about BMC is that Maintenance costs are high - so they must reduce costs to reduce the maintenance costs. If they don't pass the savings on, that's more leverage for use in negotiations (reduced quality without reduced price??? Wtf?). My 2 cents, -Brian Luke -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jamahowal Pinitubel Sent: Thursday, September 07, 2006 1:44 PM To: arslist@ARSLIST.ORG Subject: I Am Outraged! - BMC/Remedy is Outsourcing Support!! Importance: High Hello community, I have it on good authority from one of my contacts at BMC that they will be starting to outsource their support to Pune, India and Dublin, Ireland very shortly. Am I the only one who is outraged by this? Our company already pays an unconscionable amount of money for Remedy Support. If they start to outsource I can guarantee you that our company will stop paying for support altogether next year because they will be diminishing the value of this support drastically but our maintenance fees will not be discounted. So THEY will be saving a ton of money by giving us compromised support but they will not be compensating us in any way (and we just renewed our maintenance contract before I was told of this!). In my experience, the second most valuable thing besides the actual AR System platform from Remedy is their support teams and infrastructure. If BMC is going to start carving the support infrastructure up and outsourcing it, then thay are going to lose the second most valuable pool of Remedy professionals next to the engineers themselves. What is BMC thinking? The executives are obviously boneheads who have NO IDEA of the value of the Remedy AR System product line and the Remedy support infrastructure. I have emailed Bob Beauchamp but have not had a response from him regarding this direction. If we can no longer rely on the past stellar support for this product, which is critical to us in our rapid development environment, we are going to seriously consider moving to another development platform entirely where they have on-site American/English speaking professionals - not underpayed call centre (KB screen-reader) reps who have no understanding and no context of the platform, and no relationships restricted escalation paths with the Remedy software engineering community. As a longtime customer, I am personally outraged by this move and I am insulted that BMC has not contacted us nor have they solicited feedback on this initiative. What does everyone else think? (Please, EVERYONE chime in on this) What can we do to get BMC to keep their existing support infrastructure and stop them from farming out their support to people who can not even speak clear American English? JP _ Deck to dock: outfit your cottage in stylish
Re: Install of 7.0
Title: RE: Install of 7.0 ** Pam: It appears that something is not right with your server. Which OS are you running on? If it is Unix/Linux, you should be able to run rpcinfo -p and see the 3906xx RPC processes linked into a TCP port. If you are running Windows, I know that a version of this program exists to give the same information, and you can use Google to find it. Basically, it appears that your ARS server is not connecting to portmapper. James Mckenzie L-3 GSI From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pam Hollis Sent: Thursday, September 07, 2006 8:09 AM To: arslist@ARSLIST.ORG Subject: Re: Install of 7.0 ** ** Yes it is registered with portmatpper. Pam Hollis Senior Programmer - Remedy Tractor Supply Company (615 )366-4617 (telephone) (615) 277-4617 (fax) -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3 Sent: Thursday, September 07, 2006 10:03 AM To: arslist@ARSLIST.ORG Subject: Re: Install of 7.0 Pam: Is your server registered with portmapper functionality? If not, I think there is a parameter that allows you to pass the TCP port used by ARS. James Mckenzie -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pam Hollis Sent: Thursday, September 07, 2006 7:59 AM To: arslist@ARSLIST.ORG Subject: Re: Install of 7.0 This will not work at this time - I am actually getting a RPC bind failure message. Pam Hollis Senior Programmer - Remedy Tractor Supply Company (615 )366-4617 (telephone) (615) 277-4617 (fax) -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Luke, Brian Sent: Wednesday, September 06, 2006 4:07 PM To: arslist@ARSLIST.ORG Subject: Re: Install of 7.0 Find where arcache is located and run: arcache -Ua -e001 -lw 1 -nDemo -pDemo -s`hostname` -g1; -d This should allow you to log in as Demo/Demo. Once you log in go directly to the User form and fix the Demo account the way you want it. When you save it the server will recache with the credentials you entered and Demo/Demo will become immediately invalid (if you changed it). -Brian Luke -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pam Hollis Sent: Wednesday, September 06, 2006 1:30 PM To: arslist@ARSLIST.ORG Subject: Install of 7.0 I have began the process of installing ARSystem 7.0. This is a fresh install on a new box. Linux - Oracle 10g Everything installed cleaned and successfully - I have bounced the server and everything is up and running. But, I am unable to login to the User Tool as Demo. Any suggestions. __20060125___This posting was submitted with HTML in it___
Re: Install of 7.0
Title: RE: Install of 7.0 ** Pam: My apologies to you and the list. I just reread your post about not being able to log in. Yes, Linux has the portmapper application and rpcinfo, as well as a third command: netstat. If you run the program you should see the following 390600 1 tcp remedy server port followed by several more lines (this should be a long list actually). You can also run the netstat -an command and pipe it through more (or less if you prefer) and look for the TCP and UDP ports. If all looks fine, then you should be able to use arrecache and feed it the information for the Demo user. However, I suspect that all is not well with your server and either the ARS server is not fully up or something else is wrong. Please advise the results of the above two commands. James McKenzie From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pam Hollis Sent: Thursday, September 07, 2006 8:09 AM To: arslist@ARSLIST.ORG Subject: Re: Install of 7.0 ** ** Yes it is registered with portmatpper. Pam Hollis Senior Programmer - Remedy Tractor Supply Company (615 )366-4617 (telephone) (615) 277-4617 (fax) -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3 Sent: Thursday, September 07, 2006 10:03 AM To: arslist@ARSLIST.ORG Subject: Re: Install of 7.0 Pam: Is your server registered with portmapper functionality? If not, I think there is a parameter that allows you to pass the TCP port used by ARS. James Mckenzie -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pam Hollis Sent: Thursday, September 07, 2006 7:59 AM To: arslist@ARSLIST.ORG Subject: Re: Install of 7.0 This will not work at this time - I am actually getting a RPC bind failure message. Pam Hollis Senior Programmer - Remedy Tractor Supply Company (615 )366-4617 (telephone) (615) 277-4617 (fax) -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Luke, Brian Sent: Wednesday, September 06, 2006 4:07 PM To: arslist@ARSLIST.ORG Subject: Re: Install of 7.0 Find where arcache is located and run: arcache -Ua -e001 -lw 1 -nDemo -pDemo -s`hostname` -g1; -d This should allow you to log in as Demo/Demo. Once you log in go directly to the User form and fix the Demo account the way you want it. When you save it the server will recache with the credentials you entered and Demo/Demo will become immediately invalid (if you changed it). -Brian Luke -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pam Hollis Sent: Wednesday, September 06, 2006 1:30 PM To: arslist@ARSLIST.ORG Subject: Install of 7.0 I have began the process of installing ARSystem 7.0. This is a fresh install on a new box. Linux - Oracle 10g Everything installed cleaned and successfully - I have bounced the server and everything is up and running. But, I am unable to login to the User Tool as Demo. Any suggestions. ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___
Re: Webservices question
** ** Thanks Fred I guess my next question would be, does anyone have an example of XML that makes use of Search menu they could share. I want to keep this form as much data driven as possible. Herb -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W Sent: Thursday, September 07, 2006 2:38 PM To: arslist@ARSLIST.ORG Subject: [Norton AntiSpam] Re: Webservices question Depends on the Menu. Selection Lists, Radio Buttons, and Check Boxes have the data in the WSDL. Character and Search Menus do not unless you do your own XML Schema. Fred From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Herb Partlow Sent: Thursday, September 07, 2006 4:25 PM To: arslist@ARSLIST.ORG Subject: Webservices question ** Good Afternoon Everyone Quick question on web services When I create a web service for a form that contains drop down menus. Will these drop down menu be available when someone writes a webpage (html/java) to consume this web service? Thanks Herb __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___
Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!!
I truly doubt that any savings BMC will have with offshoring will be passed on to the customer. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick cook Sent: Thursday, September 07, 2006 6:18 PM To: arslist@ARSLIST.ORG Subject: Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!! Well, to take the BMC view for a minute (assuming this is true), all of the comparisons of ITSM products I have seen grade the product suite very highly except for one thing - cost. If they're planning on passing on some cost savings (should any actually be realized) to the customers, this could help expand the product line by making a superior product at a competitive price. Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Luke, Brian Sent: Thursday, September 07, 2006 3:11 PM To: arslist@ARSLIST.ORG Subject: Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!! I've heard rumblings about this as well. I don't expect a complete offshoring, but a substantial chunk nonetheless. It does concern me as it is a potentially major shift. My apprehensions can be summarized as: 1.) Language / Communication / Cultural Barriers 2.) Diminished ability for the support tech to quickly get a feel for how advanced a caller is and adjust support tactics / pace accordingly 3.) Experience with other offshore support tells me they tend to have very slow, rigid, scripted support methods that are of little use to advanced callers. 4.) Severe loss of support staff experience with the supported products I have no problem with BMC saving a dime so long as the customer experience is maintained. I can't imagine how a move like this _could_ do anything but hurt the customer experience in the short term. How it is in the long term really depends on the quality of the support people as perceived by the customers. So as always, if you don't like something - be vocal, complain, escalate, and use the leverage you have. A.) The discontinuation or downgrade of your support contract B.) Withholding of new purchases, letting the sales staff mgmt know why. C.) Consider the options of using other products (again, include BMC in on the thought process) These should send messages back up to BMC Mgmt throughout the support _and_ sales organizations. Another motivation for BMC may be that another common complaint about BMC is that Maintenance costs are high - so they must reduce costs to reduce the maintenance costs. If they don't pass the savings on, that's more leverage for use in negotiations (reduced quality without reduced price??? Wtf?). My 2 cents, -Brian Luke -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jamahowal Pinitubel Sent: Thursday, September 07, 2006 1:44 PM To: arslist@ARSLIST.ORG Subject: I Am Outraged! - BMC/Remedy is Outsourcing Support!! Importance: High Hello community, I have it on good authority from one of my contacts at BMC that they will be starting to outsource their support to Pune, India and Dublin, Ireland very shortly. Am I the only one who is outraged by this? Our company already pays an unconscionable amount of money for Remedy Support. If they start to outsource I can guarantee you that our company will stop paying for support altogether next year because they will be diminishing the value of this support drastically but our maintenance fees will not be discounted. So THEY will be saving a ton of money by giving us compromised support but they will not be compensating us in any way (and we just renewed our maintenance contract before I was told of this!). In my experience, the second most valuable thing besides the actual AR System platform from Remedy is their support teams and infrastructure. If BMC is going to start carving the support infrastructure up and outsourcing it, then thay are going to lose the second most valuable pool of Remedy professionals next to the engineers themselves. What is BMC thinking? The executives are obviously boneheads who have NO IDEA of the value of the Remedy AR System product line and the Remedy support infrastructure. I have emailed Bob Beauchamp but have not had a response from him regarding this direction. If we can no longer rely on the past stellar support for this product, which is critical to us in our rapid development environment, we are going to seriously consider moving to another development platform entirely where they have on-site American/English speaking professionals - not underpayed call centre (KB screen-reader) reps who have no understanding and no context of the platform, and no relationships restricted escalation paths with the Remedy software engineering community. As a longtime customer, I am personally outraged by this move and I am insulted that BMC has not contacted us nor have they solicited feedback on this
Re: Integrating Remedy with Outlook
** Hi Dan, But can I not run one instance of Outlook and connect it to several users mailboxes? If the program could support this feature it would be a significant enhancement. Just because it is built as a client side add in doesnt mean it cant be run on a server and used to sync lots of users simultaneously. We are talking of around 30 users at the moment. Have you considered this application? I look forward to getting my hands on the multisource version. I like the fact that this solution is Remedy specific and can connect directly to Remedy and handle dates properly etc. Rod From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Dan Hardy Sent: Friday, 8 September 2006 3:54 AM To: arslist@ARSLIST.ORG Subject: Re: Integrating Remedy with Outlook You wont be able to keep a whole group of users in sync without running one instance of the Outlook client each, logged in as each user. (It sounds like perhaps you are hoping for server-side synchronization). This project is built as a client-side Outlook COM add-in, so runs as a specific user as part of their Outlook client. Howeverif you configure the XML file on each client, you can include any number of Remedy servers and forms, and each can include the authentication information. The users wont be prompted for anything at all. Ill let you know when the update is posted; Ill try to get to it soon. Dan From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rodney Harris Sent: Thursday, September 07, 2006 3:36 AM To: arslist@ARSLIST.ORG Subject: Re: Integrating Remedy with Outlook Hi Dan, Had a quick look at your program and I like it. I wouldnt mind taking a look at the multiple data sources version as this will allow us to run Outlook on the server and keep a whole group of users in sync without any config on their end. We were intending to start with calendar sync anyway so the lack of contacts is something we can add later. A config file for the multi data source version might be the way to go too as I wouldnt want to be typing heaps of stuff in each time Outlook started. Yes I like the fact that it is free. Perhaps I can contribute to the project in return. Good stuff!! Rod CMS Asset Solutions Level 10, 23-25 OConnell Street Sydney Australia From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Dan Hardy Sent: Thursday, 7 September 2006 4:06 PM To: arslist@ARSLIST.ORG Subject: Re: Integrating Remedy with Outlook You might look at: http://www.sourceforge.net/projects/roi It doesn't do anything with contacts...but it synchronizes tasks and/or calendar. And it's free. And open source. And free. And you could easily tweak it do contacts as well (provided you know a little C++/STL/ATL and are able to muck about with Outlooks' API). I have an update coded locally that allows you to synchronize multiple data sources (any number of source for tasks and/or calendar). It currently lacks a fancy UI for configuration of multiple sources, but takes a straightforward XML config file. If there is interestI'll get around to checking it in and putting a new build up for download. Did I mention it's free? Dan From: Action Request System discussion list(ARSList) on behalf of Rodney Harris Sent: Wed 9/6/2006 7:24 PM To: arslist@ARSLIST.ORG Subject: Integrating Remedy with Outlook ** Hi All, Im looking at using a product called Genius Connect (or similar) to link our custom Remedy V7 CRM system to Outlook. The functionality we require is the ability for our sales force to use Outlook as their contact list, calendar and task list while retaining compatibility with our CRM. Has anyone done anything like this? This is how Im planning to do it. 1. When the user has an internet connection, Outlook synchronises with the Exchange server via HTTP or straight IP. The users use the offline cache feature of Outlook to retain access to their data when not connected. 2. A server runs Outlook with Genius connect installed and connects to each mailbox that we want synchronised. Periodically Genius Connect synchronises the Outlook mailboxes with an SQL database on the same server as our Remedy database via ODBC. 3. The Remedy server runs escalations that read and write to the intermediate SQL server tables. The intermediate tables allow for date conversions and allow Remedy to retain full control of its database. Remedy can read from the SQL tables via View Forms and write to them via direct SQL. Is there a better way than this to do what we want? Has anyone done anything similar and would they share their experiences with me? Thanks, Rod Harris CMS Asset Solutions Level 10, 23-25 OConnell Street Sydney Australia __20060125___This
Re: OT- I Am Outraged! - BMC/Remedy is Outsourcing Support!!
I found 4 postings from Jamahowalso farCLAIRE. Quit being ugly to the guyit defeats the purpose of this listwhich is to encourage discussion and active participation from ALL members regardless of their past participation history. Everybody here has something to contribute. Just because we all aren't James, Rick or Axton (congrats to all for their win and nomination) doesn't mean we don't have something useful or intelligent to sayevery contribution is needed and welcome. IMHOif you don't think we all have something to sayUNSUBSCRIBE! Tim -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sanford, Claire Sent: Thursday, September 07, 2006 5:14 PM To: arslist@ARSLIST.ORG Subject: OT- I Am Outraged! - BMC/Remedy is Outsourcing Support!! Excuse me... I found one... 7/28/2005 a job available post. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jamahowal Pinitubel Sent: Thursday, September 07, 2006 4:02 PM To: arslist@ARSLIST.ORG Subject: Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!! Claire, contact me offline at [EMAIL PROTECTED] if you would like to validate my authenticity. You have OBVIOUSLY missed my prior posts. You should back up your statements with facts before you make them. JP From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sanford, Claire Sent: Thursday, September 07, 2006 4:55 PM To: arslist@ARSLIST.ORG Subject: Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!! ** That post almost seems like a troll. I have never seen a post from Jamahowal Pinitubel before. We have been receiving support from India for months! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Warren Baltimore Sent: Thursday, September 07, 2006 3:48 PM To: arslist@ARSLIST.ORG Subject: Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!! ** Well That explains the Keynote speaker at this years User World (if it's true). I wouldn't freak just yet. Warren On 9/7/06, Jamahowal Pinitubel [EMAIL PROTECTED] wrote: Hello community, I have it on good authority from one of my contacts at BMC that they will be starting to outsource their support to Pune, India and Dublin, Ireland very shortly. Am I the only one who is outraged by this? Our company already pays an unconscionable amount of money for Remedy Support. If they start to outsource I can guarantee you that our company will stop paying for support altogether next year because they will be diminishing the value of this support drastically but our maintenance fees will not be discounted. So THEY will be saving a ton of money by giving us compromised support but they will not be compensating us in any way (and we just renewed our maintenance contract before I was told of this!). In my experience, the second most valuable thing besides the actual AR System platform from Remedy is their support teams and infrastructure. If BMC is going to start carving the support infrastructure up and outsourcing it, then thay are going to lose the second most valuable pool of Remedy professionals next to the engineers themselves. What is BMC thinking? The executives are obviously boneheads who have NO IDEA of the value of the Remedy AR System product line and the Remedy support infrastructure. I have emailed Bob Beauchamp but have not had a response from him regarding this direction. If we can no longer rely on the past stellar support for this product, which is critical to us in our rapid development environment, we are going to seriously consider moving to another development platform entirely where they have on-site American/English speaking professionals - not underpayed call centre (KB screen-reader) reps who have no understanding and no context of the platform, and no relationships restricted escalation paths with the Remedy software engineering community. As a longtime customer, I am personally outraged by this move and I am insulted that BMC has not contacted us nor have they solicited feedback on this initiative. What does everyone else think? (Please, EVERYONE chime in on this) What can we do to get BMC to keep their existing support infrastructure and stop them from farming out their support to people who can not even speak clear American English? JP _ Deck to dock: outfit your cottage in stylish comfort. Check out Sympatico / MSN Shopping for great Cottage Living ideas. http://shopping.sympatico.msn.ca/category/shp/?bCatID=11,ptnrid=176,ptnr data=081801 ___ UNSUBSCRIBE or
Re: OT- I Am Outraged! - BMC/Remedy is Outsourcing Support!!
I concur with Tim, we have to keep this an 'open forum' or we all lose. mike Date: Thu, 7 Sep 2006 19:53:09 -0400 From: [EMAIL PROTECTED] Subject: Re: OT- I Am Outraged! - BMC/Remedy is Outsourcing Support!! To: arslist@ARSLIST.ORG I found 4 postings from Jamahowalso farCLAIRE. Quit being ugly to the guyit defeats the purpose of this listwhich is to encourage discussion and active participation from ALL members regardless of their past participation history. Everybody here has something to contribute. Just because we all aren't James, Rick or Axton (congrats to all for their win and nomination) doesn't mean we don't have something useful or intelligent to sayevery contribution is needed and welcome. IMHOif you don't think we all have something to sayUNSUBSCRIBE! Tim-Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sanford, Claire Sent: Thursday, September 07, 2006 5:14 PM To: arslist@ARSLIST.ORG Subject: OT- I Am Outraged! - BMC/Remedy is Outsourcing Support!! Excuse me... I found one... 7/28/2005 a job available post. -Original Message- From: Action Request System discussion list(ARSList) [mail ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Macros for multiple users
Hey guys, I have an interesting problem going on. We are running Remedy User 6.0.3 and I have macros in the C:\Program Files\AR System\HOME\ARCmds, but they are only showing up for me in the macro bar and not the other users of the computer. Do you have any idea why that would be? Thanks, Buddy Hall ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!!
Although I rarely call support, my last 3 calls were fielded in India. I have no problem with that as long as I get good support. The problem is each time they couldn't answer the questions and it took an engineer from the USA to provide the expected support. Support costs too much to make us go through a filtering system that just causes delays. So therefore I only call support when I have exhausted all other sources...even though we're paying big bucks for it. Big thumbs up for ARLIST! We should feel that we can easily call support when needed instead of avoiding it. Kirk - Original Message - From: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG Sent: Thu Sep 07 19:04:18 2006 Subject: Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!! I truly doubt that any savings BMC will have with offshoring will be passed on to the customer. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick cook Sent: Thursday, September 07, 2006 6:18 PM To: arslist@ARSLIST.ORG Subject: Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!! Well, to take the BMC view for a minute (assuming this is true), all of the comparisons of ITSM products I have seen grade the product suite very highly except for one thing - cost. If they're planning on passing on some cost savings (should any actually be realized) to the customers, this could help expand the product line by making a superior product at a competitive price. Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Luke, Brian Sent: Thursday, September 07, 2006 3:11 PM To: arslist@ARSLIST.ORG Subject: Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!! I've heard rumblings about this as well. I don't expect a complete offshoring, but a substantial chunk nonetheless. It does concern me as it is a potentially major shift. My apprehensions can be summarized as: 1.) Language / Communication / Cultural Barriers 2.) Diminished ability for the support tech to quickly get a feel for how advanced a caller is and adjust support tactics / pace accordingly 3.) Experience with other offshore support tells me they tend to have very slow, rigid, scripted support methods that are of little use to advanced callers. 4.) Severe loss of support staff experience with the supported products I have no problem with BMC saving a dime so long as the customer experience is maintained. I can't imagine how a move like this _could_ do anything but hurt the customer experience in the short term. How it is in the long term really depends on the quality of the support people as perceived by the customers. So as always, if you don't like something - be vocal, complain, escalate, and use the leverage you have. A.) The discontinuation or downgrade of your support contract B.) Withholding of new purchases, letting the sales staff mgmt know why. C.) Consider the options of using other products (again, include BMC in on the thought process) These should send messages back up to BMC Mgmt throughout the support _and_ sales organizations. Another motivation for BMC may be that another common complaint about BMC is that Maintenance costs are high - so they must reduce costs to reduce the maintenance costs. If they don't pass the savings on, that's more leverage for use in negotiations (reduced quality without reduced price??? Wtf?). My 2 cents, -Brian Luke -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jamahowal Pinitubel Sent: Thursday, September 07, 2006 1:44 PM To: arslist@ARSLIST.ORG Subject: I Am Outraged! - BMC/Remedy is Outsourcing Support!! Importance: High Hello community, I have it on good authority from one of my contacts at BMC that they will be starting to outsource their support to Pune, India and Dublin, Ireland very shortly. Am I the only one who is outraged by this? Our company already pays an unconscionable amount of money for Remedy Support. If they start to outsource I can guarantee you that our company will stop paying for support altogether next year because they will be diminishing the value of this support drastically but our maintenance fees will not be discounted. So THEY will be saving a ton of money by giving us compromised support but they will not be compensating us in any way (and we just renewed our maintenance contract before I was told of this!). In my experience, the second most valuable thing besides the actual AR System platform from Remedy is their support teams and infrastructure. If BMC is going to start carving the support infrastructure up and outsourcing it, then thay are going to lose the second most valuable pool of Remedy professionals next to the engineers themselves. What is BMC thinking? The executives are obviously boneheads who have NO
Re: OT- I Am Outraged! - BMC/Remedy is Outsourcing Support!!
Rick, I wasn't advocating a knee-jerk reaction. I'm not sure that I am ready to jump on the outsourcing bandwagonone way or the other. I have my opinion on the subject, but until I know BMC's actual direction, I'll withhold it. I'm just saying...let's all be nice to each other until we know for a fact that somebody is trolling or whatever their motive, until it's actually known. Everybody deserves the benefit of the doubt. You knowinnocent until proven guilty. Just because he hasn't posted regularly doesn't mean that he's not credible. He may be a CA rep trying to stir the potbut then again, he may know what he's talking about. Claire is a regular postershe has clout on this list. To newbie's, that haven't archived the list postings since...wheneveror might know now betterher word might be golden. So her comments might lean a person to totally disregard Jamahowal's posting, and that's not what we want to do (IMHO). We're all intelligent people. We can make informed decisions. Let's not bash each other until we know for a fact that the person is a fraud...nut case...or a competitor trying to make us stew about an unknown. M2CW, Tim -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick cook Sent: Thursday, September 07, 2006 8:36 PM To: arslist@ARSLIST.ORG Subject: Re: OT- I Am Outraged! - BMC/Remedy is Outsourcing Support!! Ok, everyone, let's calm down a bit. 1) Claire's point (IMHO) is not that this guy doesn't have the right to post, it's that because he's not one of the regulars, his comments, which were both inflammatory and out of left field, aren't deserving of assumed credibility. 4 posts over a long period of time isn't enough to get known and trusted by a significant number of people. 2) Tim is right in that anyone has the right to post information, but this post was almost the equivalent of yelling Fire! in a crowded theater. I don't know the poster's motivation or the accuracy of his claims, and won't comment on them until I do. I would suggest a similar attitude on the part of my fellow listers - let the original comments stand or fall away based on the evidence (if any) brought to support them. I for one will not be manipulated into a knee-jerk reaction to a drive-by posting. Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Timothy Powell Sent: Thursday, September 07, 2006 4:53 PM To: arslist@ARSLIST.ORG Subject: Re: OT- I Am Outraged! - BMC/Remedy is Outsourcing Support!! I found 4 postings from Jamahowalso farCLAIRE. Quit being ugly to the guyit defeats the purpose of this listwhich is to encourage discussion and active participation from ALL members regardless of their past participation history. Everybody here has something to contribute. Just because we all aren't James, Rick or Axton (congrats to all for their win and nomination) doesn't mean we don't have something useful or intelligent to sayevery contribution is needed and welcome. IMHOif you don't think we all have something to sayUNSUBSCRIBE! Tim -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sanford, Claire Sent: Thursday, September 07, 2006 5:14 PM To: arslist@ARSLIST.ORG Subject: OT- I Am Outraged! - BMC/Remedy is Outsourcing Support!! Excuse me... I found one... 7/28/2005 a job available post. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jamahowal Pinitubel Sent: Thursday, September 07, 2006 4:02 PM To: arslist@ARSLIST.ORG Subject: Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!! Claire, contact me offline at [EMAIL PROTECTED] if you would like to validate my authenticity. You have OBVIOUSLY missed my prior posts. You should back up your statements with facts before you make them. JP From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sanford, Claire Sent: Thursday, September 07, 2006 4:55 PM To: arslist@ARSLIST.ORG Subject: Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!! ** That post almost seems like a troll. I have never seen a post from Jamahowal Pinitubel before. We have been receiving support from India for months! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Warren Baltimore Sent: Thursday, September 07, 2006 3:48 PM To: arslist@ARSLIST.ORG Subject: Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!! ** Well That explains the Keynote speaker at this years User World (if it's true). I wouldn't freak just yet. Warren On 9/7/06, Jamahowal Pinitubel [EMAIL PROTECTED]
Re: Macros for multiple users
** Buddy,The macros are on YOUR harddrive. The only way others could get to them would be for your computer to be shared and the network path to that location be put in Tools / Options in the path field on the other computers. Generally people choose a network location for commonly used macros or they simply distribute them (via email) to others that may use them and they store them in the path you have listed below on their own computer. That's the default path provided during the client install and you can change it and/or add an additional path to it. SusanOn 9/7/06, Hall, Granville V [EMAIL PROTECTED] wrote: Hey guys,I have an interesting problem going on.We are running Remedy User6.0.3 and I have macros in the C:\Program Files\AR System\HOME\ARCmds,but they are only showing up for me in the macro bar and not the other users of the computer.Do you have any idea why that would be?Thanks,Buddy Hall___UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org __20060125___This posting was submitted with HTML in it___
Re: OT- I Am Outraged! - BMC/Remedy is Outsourcing Support!!
** Possibly what makes JP's comments a little hard to accept as 'trusted' is because we don't know who he is. He doesn't say where he works and hasn't in the past either. What is his connection to Remedy? Support is a very sensitive topic since we have all had occurrences of good and bad support over time and on behalf of our companies we spend a good deal of money on support. JP's post was not much more than a tabloid equivalent story where a 'high ranking official that cannot be named because they are not supposed to be talking' has provided the information. As a company employee when I submit the invoice for support it feels alot different than when I was a consultant. I'm saying that there is value to this service I'm requesting them to spend a great deal of money on. And we don't have to go through all the points of what support covers, I know them. JP put the post out there and he should be prepared to support the post. Claire doesn't need to defending and has a right to her opinion also. So JP, where's the supporting information ... let's give this story some credibility and be done with it! SusanOn 9/7/06, Timothy Powell [EMAIL PROTECTED] wrote: Rick,I wasn't advocating a knee-jerk reaction. I'm not sure that I am ready tojump on the outsourcing bandwagonone way or the other. I have myopinion on the subject, but until I know BMC's actual direction, I'll withhold it.I'm just saying...let's all be nice to each other until we know for a factthat somebody is trolling or whatever their motive, until it's actuallyknown. Everybody deserves the benefit of the doubt. You knowinnocent until proven guilty. Just because he hasn't posted regularly doesn't meanthat he's not credible. He may be a CA rep trying to stir the potbutthen again, he may know what he's talking about.Claire is a regular postershe has clout on this list. To newbie's, that haven't archived the list postings since...wheneveror might know nowbetterher word might be golden. So her comments might lean a person tototally disregard Jamahowal's posting, and that's not what we want to do (IMHO). We're all intelligent people. We can make informed decisions. Let'snot bash each other until we know for a fact that the person is afraud...nut case...or a competitor trying to make us stew about an unknown. M2CW,Tim-Original Message-From: Action Request System discussion list(ARSList)[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick cookSent: Thursday, September 07, 2006 8:36 PM To: arslist@ARSLIST.ORGSubject: Re: OT- I Am Outraged! - BMC/Remedy is Outsourcing Support!!Ok, everyone, let's calm down a bit.1)Claire's point (IMHO) is not that this guy doesn't have the right to post, it's that because he's not one of the regulars, his comments, whichwere both inflammatory and out of left field, aren't deserving of assumedcredibility.4 posts over a long period of time isn't enough to get known and trusted by a significant number of people.2)Tim is right in that anyone has the right to post information, but thispost was almost the equivalent of yelling Fire! in a crowded theater.I don't know the poster's motivation or the accuracy of his claims, and won'tcomment on them until I do.I would suggest a similar attitude on the partof my fellow listers - let the original comments stand or fall away based on the evidence (if any) brought to support them.I for one will not bemanipulated into a knee-jerk reaction to a drive-by posting.Rick-Original Message-From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Timothy PowellSent: Thursday, September 07, 2006 4:53 PMTo: arslist@ARSLIST.ORGSubject: Re: OT- I Am Outraged! - BMC/Remedy is Outsourcing Support!! I found 4 postings from Jamahowalso farCLAIRE.Quit being ugly to the guyit defeats the purpose of this listwhichis to encourage discussion and active participation from ALL membersregardless of their past participation history. Everybody here has something to contribute. Just because we all aren't James, Rick or Axton (congrats toall for their win and nomination) doesn't mean we don't have somethinguseful or intelligent to sayevery contribution is needed and welcome. IMHOif you don't think we all have something to sayUNSUBSCRIBE!Tim-Original Message-From: Action Request System discussion list(ARSList)[mailto: arslist@ARSLIST.ORG] On Behalf Of Sanford, ClaireSent: Thursday, September 07, 2006 5:14 PMTo: arslist@ARSLIST.ORGSubject: OT- I Am Outraged! - BMC/Remedy is Outsourcing Support!! Excuse me... I found one... 7/28/2005 a job available post.-Original Message-From: Action Request System discussion list(ARSList)[mailto:arslist@ARSLIST.ORG ] On Behalf Of Jamahowal PinitubelSent: Thursday, September 07, 2006 4:02 PMTo: arslist@ARSLIST.ORGSubject: Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!! Claire, contact me offline at [EMAIL PROTECTED] if you would like tovalidate my authenticity. You
Re: Macros for multiple users
** Thanks Susan, Weve been just copying them all to that folder on each of the computers because it was the default for Remedy. I should clarify that they other users are on the local machine. Ill try moving it to the network and see if that helps. It was weird because they were there and then they disappeared and they only show up for me. Thanks. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer Sent: Thursday, September 07, 2006 9:23 PM To: arslist@ARSLIST.ORG Subject: Re: Macros for multiple users ** Buddy, The macros are on YOUR harddrive. The only way others could get to them would be for your computer to be shared and the network path to that location be put in Tools / Options in the path field on the other computers. Generally people choose a network location for commonly used macros or they simply distribute them (via email) to others that may use them and they store them in the path you have listed below on their own computer. That's the default path provided during the client install and you can change it and/or add an additional path to it. Susan On 9/7/06, Hall, Granville V [EMAIL PROTECTED] wrote: Hey guys, I have an interesting problem going on.We are running Remedy User 6.0.3 and I have macros in the C:\Program Files\AR System\HOME\ARCmds, but they are only showing up for me in the macro bar and not the other users of the computer.Do you have any idea why that would be? Thanks, Buddy Hall ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___
Re: Macros for multiple users
** So to clarify, you have the .arq files copied to everyone's arcmds path on their own computers. Then they should see them. Check the path they have in their Tools / Options which should point to that same folder. When they record a macro do they see it? I'm not sure if Preferences will make a difference if those are utilized since we don't use them. Someone else might chime in on that. Do you used Centralized Preferences?Susan On 9/7/06, Hall, Granville V [EMAIL PROTECTED] wrote: ** Thanks Susan, We've been just copying them all to that folder on each of the computers because it was the default for Remedy. I should clarify that they other users are on the local machine. I'll try moving it to the network and see if that helps. It was weird because they were there and then they disappeared and they only show up for me. Thanks. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Susan Palmer Sent: Thursday, September 07, 2006 9:23 PM To: arslist@ARSLIST.ORG Subject: Re: Macros for multiple users ** Buddy, The macros are on YOUR harddrive. The only way others could get to them would be for your computer to be shared and the network path to that location be put in Tools / Options in the path field on the other computers. Generally people choose a network location for commonly used macros or they simply distribute them (via email) to others that may use them and they store them in the path you have listed below on their own computer. That's the default path provided during the client install and you can change it and/or add an additional path to it. Susan On 9/7/06, Hall, Granville V [EMAIL PROTECTED] wrote: Hey guys, I have an interesting problem going on.We are running Remedy User 6.0.3 and I have macros in the C:\Program Files\AR System\HOME\ARCmds, but they are only showing up for me in the macro bar and not the other users of the computer.Do you have any idea why that would be? Thanks, Buddy Hall ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___
Re: OT- I Am Outraged! - BMC/Remedy is Outsourcing Support!!
if this is false.. so be it.. y if it is true.. very sad to watch them go away.. they will do that to the old standard.. and eventually.. to the product too. drain the life blood and the liberty that it was created by.. cover it in bureaucracy, paperwork and smother it with managers.. it will just disappear.. On 9/7/06, Susan Palmer [EMAIL PROTECTED] wrote: ** Possibly what makes JP's comments a little hard to accept as 'trusted' is because we don't know who he is. He doesn't say where he works and hasn't in the past either. What is his connection to Remedy? Support is a very sensitive topic since we have all had occurrences of good and bad support over time and on behalf of our companies we spend a good deal of money on support. JP's post was not much more than a tabloid equivalent story where a 'high ranking official that cannot be named because they are not supposed to be talking' has provided the information. As a company employee when I submit the invoice for support it feels alot different than when I was a consultant. I'm saying that there is value to this service I'm requesting them to spend a great deal of money on. And we don't have to go through all the points of what support covers, I know them. JP put the post out there and he should be prepared to support the post. Claire doesn't need to defending and has a right to her opinion also. So JP, where's the supporting information ... let's give this story some credibility and be done with it! Susan On 9/7/06, Timothy Powell [EMAIL PROTECTED] wrote: Rick, I wasn't advocating a knee-jerk reaction. I'm not sure that I am ready to jump on the outsourcing bandwagonone way or the other. I have my opinion on the subject, but until I know BMC's actual direction, I'll withhold it. I'm just saying...let's all be nice to each other until we know for a fact that somebody is trolling or whatever their motive, until it's actually known. Everybody deserves the benefit of the doubt. You knowinnocent until proven guilty. Just because he hasn't posted regularly doesn't mean that he's not credible. He may be a CA rep trying to stir the potbut then again, he may know what he's talking about. Claire is a regular postershe has clout on this list. To newbie's, that haven't archived the list postings since...wheneveror might know now betterher word might be golden. So her comments might lean a person to totally disregard Jamahowal's posting, and that's not what we want to do (IMHO). We're all intelligent people. We can make informed decisions. Let's not bash each other until we know for a fact that the person is a fraud...nut case...or a competitor trying to make us stew about an unknown. M2CW, Tim -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick cook Sent: Thursday, September 07, 2006 8:36 PM To: arslist@ARSLIST.ORG Subject: Re: OT- I Am Outraged! - BMC/Remedy is Outsourcing Support!! Ok, everyone, let's calm down a bit. 1) Claire's point (IMHO) is not that this guy doesn't have the right to post, it's that because he's not one of the regulars, his comments, which were both inflammatory and out of left field, aren't deserving of assumed credibility. 4 posts over a long period of time isn't enough to get known and trusted by a significant number of people. 2) Tim is right in that anyone has the right to post information, but this post was almost the equivalent of yelling Fire! in a crowded theater. I don't know the poster's motivation or the accuracy of his claims, and won't comment on them until I do. I would suggest a similar attitude on the part of my fellow listers - let the original comments stand or fall away based on the evidence (if any) brought to support them. I for one will not be manipulated into a knee-jerk reaction to a drive-by posting. Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Timothy Powell Sent: Thursday, September 07, 2006 4:53 PM To: arslist@ARSLIST.ORG Subject: Re: OT- I Am Outraged! - BMC/Remedy is Outsourcing Support!! I found 4 postings from Jamahowalso farCLAIRE. Quit being ugly to the guyit defeats the purpose of this listwhich is to encourage discussion and active participation from ALL members regardless of their past participation history. Everybody here has something to contribute. Just because we all aren't James, Rick or Axton (congrats to all for their win and nomination) doesn't mean we don't have something useful or intelligent to sayevery contribution is needed and welcome. IMHOif you don't think we all have something to sayUNSUBSCRIBE! Tim -Original Message- From: Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] On Behalf Of Sanford, Claire Sent: Thursday, September 07, 2006 5:14 PM To:
Re: OT- I Am Outraged! - BMC/Remedy is Outsourcing Support!!
** Patrick ... you wax so poetic tonight They did mention last week that everyone will be using it directly from the box in the future and customizations will not be needed ... lol Guess in that case everything will be perfect (yea right) and support won't be needed! On 9/7/06, patrick zandi [EMAIL PROTECTED] wrote: if this is false.. so be it.. yif it is true.. very sad to watch them go away..they will do that to the old standard.. and eventually.. to the product too.drain the life blood and the liberty that it was created by.. cover it in bureaucracy, paperwork and smother it with managers.. it will justdisappear..On 9/7/06, Susan Palmer [EMAIL PROTECTED] wrote: ** Possibly what makes JP's comments a little hard to accept as 'trusted' is because we don't know who he is.He doesn't say where he works and hasn't in the past either.What is his connection to Remedy?Support is a very sensitive topic since we have all had occurrences of good and bad support over time and on behalf of our companies we spend a good deal of money on support. JP's post was not much more than a tabloid equivalent story where a 'high ranking official that cannot be named because they are not supposed to be talking' has provided the information.As a company employee when I submit the invoice for support it feels alot different than when I was a consultant.I'm saying that there is value to this service I'm requesting them to spend a great deal of money on.And we don't have to go through all the points of what support covers, I know them. JP put the post out there and he should be prepared to support the post. Claire doesn't need to defending and has a right to her opinion also.So JP, where's the supporting information ... let's give this story some credibility and be done with it! Susan On 9/7/06, Timothy Powell [EMAIL PROTECTED] wrote: Rick, I wasn't advocating a knee-jerk reaction. I'm not sure that I am ready to jump on the outsourcing bandwagonone way or the other. I have my opinion on the subject, but until I know BMC's actual direction, I'll withhold it. I'm just saying...let's all be nice to each other until we know for a fact that somebody is trolling or whatever their motive, until it's actually known. Everybody deserves the benefit of the doubt. You knowinnocent until proven guilty. Just because he hasn't posted regularly doesn't mean that he's not credible. He may be a CA rep trying to stir the potbut then again, he may know what he's talking about. Claire is a regular postershe has clout on this list. To newbie's, that haven't archived the list postings since...wheneveror might know now betterher word might be golden. So her comments might lean a person to totally disregard Jamahowal's posting, and that's not what we want to do (IMHO). We're all intelligent people. We can make informed decisions. Let's not bash each other until we know for a fact that the person is a fraud...nut case...or a competitor trying to make us stew about an unknown. M2CW, Tim -Original Message- From: Action Request System discussion list(ARSList) __20060125___This posting was submitted with HTML in it___
Re: Remedy/SMS with xinify
** Xinify has built an integration between SMS 2003 and CMDB 2 /Asset 7 using Remedy Link for SQL 7. The integration is in closed beta at the moment but will soon be available FREE to the BMC community. We were commissioned by BMC to build this integration and it was done with the full support of Remedy Engineering. A little background - The product Remedy Discovery Services for SMS is based on Enterprise Integration Engine (EIE) and an adapter was built to talk to SMS via WMI. This was revised/updated to work with EIE 7 but there are no out of box mappings and it is is really slow. An alternative was demanded by several customers. That's were we come in. The Microsoft SMS Atrium Integration is using Remedy Link for SQL, also based on EIE, but going directly to the SQL tables and views. The reason we went this way is because is is exponentially faster. Additionally, our integration comes with the "mapping and exchange" work already done. Mapping is EIE term for basically doing push field from a source to a target. Echanges are the containers that run like an escalation to trigger the mappings to run. The mappings create/update/delete(if desired) CIs and Relationships in Atrium. Not only that but it includes workflow to cleanse and normalize some data and includes sample reconciliation rules and categorization workflow. It is as close to plug and play as you can get considering both SMS and Remedy applications could have been customized. -Kelly DeaverDirector, ITSM PracticeXinify[EMAIL PROTECTED] Original Message Subject: Remedy/SMS with xinifyFrom: "McKenzie, James J C-E LCMC HQISEC/L3" [EMAIL PROTECTED]Date: Thu, September 07, 2006 1:30 pmTo: arslist@ARSLIST.ORG** Again, another request for comments and best practices advise on this comibination? James McKenzie L-3 GSI __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___
Re: Webservices question
** Hi All! Whet it comes to WS the examples are of public WS. I am trying to consume an private WS build on ARS version 6.3 in VB.NET. Can anybody suggest a way to consume a private WS using NET? Best regards, Daniel From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Herb Partlow Sent: Friday, September 08, 2006 1:53 AM To: arslist@ARSLIST.ORG Subject: Re: Webservices question Thanks Fred I guess my next question would be, does anyone have an example of XML that makes use of Search menu they could share. I want to keep this form as much data driven as possible. Herb -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W Sent: Thursday, September 07, 2006 2:38 PM To: arslist@ARSLIST.ORG Subject: [Norton AntiSpam] Re: Webservices question Depends on the Menu. Selection Lists, Radio Buttons, and Check Boxes have the data in the WSDL. Character and Search Menus do not unless you do your own XML Schema. Fred From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Herb Partlow Sent: Thursday, September 07, 2006 4:25 PM To: arslist@ARSLIST.ORG Subject: Webservices question ** Good Afternoon Everyone Quick question on web services When I create a web service for a form that contains drop down menus. Will these drop down menu be available when someone writes a webpage (html/java) to consume this web service? Thanks Herb __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ -- *DISCLAIMER* The information contained in this communication is confidential and may be legally privileged. It is intended solely for the use of the individual or entity to whom it is addressed and others authorized to receive it. If you are not the intended recipient you are hereby notified that any disclosure, copying, distribution or taking action in reliance of the contents of this information is strictly prohibited and may be unlawful. Orange Romania S.A. is neither liable for the proper, complete transmission of the information contained in this communication nor any delay in its receipt. *END OF DISCLAIMER* ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: OT- I Am Outraged! - BMC/Remedy is Outsourcing Support!!
I know you weren't, Tim, and I share your desire for restraint. I think we're saying the same thing from different directions, and it's appreciated. My point is that this poster may be just as you suggested: throwing a tasty morsel of blood into the water, because he likes to see what the sharks do. Where I disagree is with the assertion that everyone is deserving of the same level of assumed credibility. You or I or any of the regular posters is known for not pulling the list's collective leg or jerking us around. We don't know this guy to that level. He may be speaking the truth, but he's going to have to put something up to prove it to me. So, JP, put up some corroborating evidence to support your assertions, or restate them as nothing but your personal opinion, to which you are, as Tim said, entitled. Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Timothy Powell Sent: Thursday, September 07, 2006 6:17 PM To: arslist@ARSLIST.ORG Subject: Re: OT- I Am Outraged! - BMC/Remedy is Outsourcing Support!! Rick, I wasn't advocating a knee-jerk reaction. I'm not sure that I am ready to jump on the outsourcing bandwagonone way or the other. I have my opinion on the subject, but until I know BMC's actual direction, I'll withhold it. I'm just saying...let's all be nice to each other until we know for a fact that somebody is trolling or whatever their motive, until it's actually known. Everybody deserves the benefit of the doubt. You knowinnocent until proven guilty. Just because he hasn't posted regularly doesn't mean that he's not credible. He may be a CA rep trying to stir the potbut then again, he may know what he's talking about. Claire is a regular postershe has clout on this list. To newbie's, that haven't archived the list postings since...wheneveror might know now betterher word might be golden. So her comments might lean a person to totally disregard Jamahowal's posting, and that's not what we want to do (IMHO). We're all intelligent people. We can make informed decisions. Let's not bash each other until we know for a fact that the person is a fraud...nut case...or a competitor trying to make us stew about an unknown. M2CW, Tim -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick cook Sent: Thursday, September 07, 2006 8:36 PM To: arslist@ARSLIST.ORG Subject: Re: OT- I Am Outraged! - BMC/Remedy is Outsourcing Support!! Ok, everyone, let's calm down a bit. 1) Claire's point (IMHO) is not that this guy doesn't have the right to post, it's that because he's not one of the regulars, his comments, which were both inflammatory and out of left field, aren't deserving of assumed credibility. 4 posts over a long period of time isn't enough to get known and trusted by a significant number of people. 2) Tim is right in that anyone has the right to post information, but this post was almost the equivalent of yelling Fire! in a crowded theater. I don't know the poster's motivation or the accuracy of his claims, and won't comment on them until I do. I would suggest a similar attitude on the part of my fellow listers - let the original comments stand or fall away based on the evidence (if any) brought to support them. I for one will not be manipulated into a knee-jerk reaction to a drive-by posting. Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Timothy Powell Sent: Thursday, September 07, 2006 4:53 PM To: arslist@ARSLIST.ORG Subject: Re: OT- I Am Outraged! - BMC/Remedy is Outsourcing Support!! I found 4 postings from Jamahowalso farCLAIRE. Quit being ugly to the guyit defeats the purpose of this listwhich is to encourage discussion and active participation from ALL members regardless of their past participation history. Everybody here has something to contribute. Just because we all aren't James, Rick or Axton (congrats to all for their win and nomination) doesn't mean we don't have something useful or intelligent to sayevery contribution is needed and welcome. IMHOif you don't think we all have something to sayUNSUBSCRIBE! Tim -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sanford, Claire Sent: Thursday, September 07, 2006 5:14 PM To: arslist@ARSLIST.ORG Subject: OT- I Am Outraged! - BMC/Remedy is Outsourcing Support!! Excuse me... I found one... 7/28/2005 a job available post. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jamahowal Pinitubel Sent: Thursday, September 07, 2006 4:02 PM To: arslist@ARSLIST.ORG Subject: Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!! Claire, contact me offline at [EMAIL PROTECTED] if you would like to validate my authenticity.
Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!!
My technique is not only to use ARSList and bounce it off of other people I know off-list, but to involve our BMC sales rep too. The sales guys may not be able to answer the technical question, but they care a lot about customer service and make sure that the right people get involved. Unfortunately that does mean that the BMC sales folks get two jobs instead of just being involved with sales, but that is BMC's problem to deal with. Additionally, I've always gotten better support from BMC than I have from other companies. Ever try dealing with Microsoft or Adobe? It's horrible, no matter how much you pay. From: Action Request System discussion list(ARSList) on behalf of Kirk Cassady Sent: Thu 9/7/2006 7:50 PM To: arslist@ARSLIST.ORG Subject: Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!! Although I rarely call support, my last 3 calls were fielded in India. I have no problem with that as long as I get good support. The problem is each time they couldn't answer the questions and it took an engineer from the USA to provide the expected support. Support costs too much to make us go through a filtering system that just causes delays. So therefore I only call support when I have exhausted all other sources...even though we're paying big bucks for it. Big thumbs up for ARLIST! We should feel that we can easily call support when needed instead of avoiding it. Kirk The information in this e-mail, and any files transmitted with it, is intended for the exclusive use of the recipient(s) to which it is addressed and may contain confidential, proprietary or privileged information. If you are not an intended recipient, you have received this transmission in error and any use, review, dissemination, distribution, printing or copying of this information is strictly prohibited. If you have received this e-mail in error, please notify the sender immediately of the erroneous transmission by reply e-mail, immediately delete this e-mail and all electronic copies of it from your system and destroy any hard copies of it that you may have made. Thank you. ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
