Need help to dynamically read field values.
** Hello all, This is what I am trying to do. I have 2 character fields Temp1 and Temp2 and one Button. There are other fields on the form like Submitter, Last Modified Date, etc.. So when I type in Temp1 field the value as $Submitter$ and Ihit Button, I want the value of Submitter field inTemp2 field. I am not able to achieve this using Set fields action of an Active Link. Environment: ARS 6.3 OS Windows Server 2003 MS SQL Server 2000 Can any of you please help with some suggestions which could help me proceed. Regards, Veeral Oza, Application Analyst, Wipro Technologies The information contained in this electronic message and any attachments to this message are intended for the exclusive use of the addressee(s) and may contain proprietary, confidential or privileged information. If you are not the intended recipient, you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately and destroy all copies of this message and any attachments. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email. www.wipro.com __20060125___This posting was submitted with HTML in it___
Retaining Request ID values
** Hello all, I have 2 forms which are exactly identical (same ids for all the fields). I would like to push records from form A to form B via escaltion. Is it possible to retain the same value for the Request ID field on form B as that of Form A? and ifso , can you please tell me how this can be done? This has to be done through workflow only and not by importing / manipulating database from the backend. Environment: ARS 6.3 OS Windows Server 2003 MS SQL Server 2000 Can any of you please help with some suggestions which could help me proceed. Regards, Veeral Oza, Application Analyst, Wipro Technologies The information contained in this electronic message and any attachments to this message are intended for the exclusive use of the addressee(s) and may contain proprietary, confidential or privileged information. If you are not the intended recipient, you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately and destroy all copies of this message and any attachments. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email. www.wipro.com __20060125___This posting was submitted with HTML in it___
Re: Unix/Oracle - Windows/SQL Server - SOLVED
Thank you, I've downloaded the ARInside tool. The best there is. BTW, I didn't find it on http://www.mattreinfeldt.com/ Another link - http://system.devdor.net/software.php#arinside Kind Regards Dmitry Bezhenar -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of L. J. Head Sent: Friday, October 06, 2006 8:47 PM To: arslist@ARSLIST.ORG Subject: Re: Unix/Oracle - Windows/SQL Server ARInside will give you several listing options. One of which is to look at all AL's by Actions and will give you a list of how many AL's (and filters for that matter) have each type of action as well as details of those actions L. J. Head Software Engineer Remedy Approved Consultant -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bezhenar, Dmitry Sent: Friday, October 06, 2006 1:25 AM To: arslist@ARSLIST.ORG Subject: Unix/Oracle - Windows/SQL Server Hello List, We are now migrating our server from Solaris 9 - Oracle 9.2 environment to Windows - SQL Server one. There are 2 problems with this process - 1. Run process 2. Direct SQL Is there a way to search for every workflow element which contains these actions? In order to find out if this particular action will work on a different platform. Thank you. PS: I've tried to do it with a *.def files using notepad with no success. Kind Regards Dmitry Bezhenar ___ 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: DMTF xml files
Mike, I was wondering whether I'd missed a smart new XML importer in ARS7, but it sounds like I haven't. You may with to use our (free) XML Gateway Community Edition (www.javasystemsolutions.com/products/xmlgateway) to map the data into the relevant forms. John ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: File System Plugin on 7.x
** I mailed dccontent as well some time ago but it might be that the mailbox is no longer being monitored? I have not received an answer as well, at least.Kind regards,Michiel On 10/4/06, Jarl Grøneng [EMAIL PROTECTED] wrote: I did send an email to [EMAIL PROTECTED] 2-3 weeks ago related to yourquestion., but has not recieved an answer yet.--JarlOn 10/4/06, Mike Parker [EMAIL PROTECTED] wrote: Good afternoon list: Has anyone successfully implemented the File System ARDBC Plugin on a 7.0 server? I tried putting it in to see if it worked (it works in 6.x) and as soon as I tried to search the form, the Plugin Server hung and timed out. Havent done logging yet, and I dont know if Remedy would even consider supporting it because its from the downloads community. Thanks! _ Add fun gadgets and colorful themes to express yourself on Windows Live Spaces http://clk.atdmt.com/MSN/go/msnnkwsp007001msn/direct/01/?href=""> ___ 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: Retaining Request ID values
** Hi Veeral, You can make use of regular Global Id's in this case. Create a new character field with Field ID in the range of 100 to 199. Write an active link / escalationwhich will set field the request id value in this field. The next step is to create the same character field with the same ID . You will now get the value of request id in this character field in Form B. Cheers, Frank On 10/9/06, Veeral J Oza [EMAIL PROTECTED] wrote: ** Hello all, I have 2 forms which are exactly identical (same ids for all the fields). I would like to push records from form A to form B via escaltion. Is it possible to retain the same value for the Request ID field on form B as that of Form A? and ifso , can you please tell me how this can be done? This has to be done through workflow only and not by importing / manipulating database from the backend. Environment: ARS 6.3 OS Windows Server 2003 MS SQL Server 2000 Can any of you please help with some suggestions which could help me proceed. Regards, Veeral Oza, Application Analyst, Wipro Technologies The information contained in this electronic message and any attachments to this message are intended for the exclusive use of the addressee(s) and may contain proprietary, confidential or privileged information. If you are not the intended recipient, you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately and destroy all copies of this message and any attachments. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email. www.wipro.com__20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___
Re: Need help to dynamically read field values.
** Hi Veeral, You can make use of the Run If qualification in the active link and simply set the value of temp2 to Submitter in Set fields action.. Will this help what you are trying to do? Regards, Meenakshi Ramanathan Virtusa (India) Pvt. Ltd. Ph: +91 44 42002700 3217 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Veeral J Oza Sent: 09 October 2006 11:53 To: arslist@ARSLIST.ORG Subject: Need help to dynamically read field values. Hello all, This is what I am trying to do. I have 2 character fields Temp1 and Temp2 and one Button. There are other fields on the form like Submitter, Last Modified Date, etc.. So when I type in Temp1 field the value as $Submitter$ and Ihit Button, I want the value of Submitter field inTemp2 field. I am not able to achieve this using Set fields action of an Active Link. Environment: ARS 6.3 OS Windows Server 2003 MS SQL Server 2000 Can any of you please help with some suggestions which could help me proceed. Regards, Veeral Oza, Application Analyst, Wipro Technologies The information contained in this electronic message and any attachments to this message are intended for the exclusive use of the addressee(s) and may contain proprietary, confidential or privileged information. If you are not the intended recipient, you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately and destroy all copies of this message and any attachments. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email. www.wipro.com __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___
Re: Need help to dynamically read field values.
You can use this application command: Application-Copy-Field-Value target_field_ID source_field_ID Copies a field on the current form to another field on the current form. Returns one of the following integers: 1—Indicates that the assignment failed. 0—Indicates that the assignment occurred. However you need the fieldid, and not the label/database name. -- Jarl On 10/9/06, Veeral J Oza [EMAIL PROTECTED] wrote: ** Hello all, This is what I am trying to do. I have 2 character fields Temp1 and Temp2 and one Button. There are other fields on the form like Submitter, Last Modified Date, etc.. So when I type in Temp1 field the value as $Submitter$ and I hit Button, I want the value of Submitter field in Temp2 field. I am not able to achieve this using Set fields action of an Active Link. Environment: ARS 6.3 OS Windows Server 2003 MS SQL Server 2000 Can any of you please help with some suggestions which could help me proceed. Regards, Veeral Oza, Application Analyst, Wipro Technologies The information contained in this electronic message and any attachments to this message are intended for the exclusive use of the addressee(s) and may contain proprietary, confidential or privileged information. If you are not the intended recipient, you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately and destroy all copies of this message and any attachments. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email. www.wipro.com __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: Retaining Request ID values
** Use GUI iD field to identify the request uniqely and then same reference to get the request it On 10/9/06, Veeral J Oza [EMAIL PROTECTED] wrote: ** Hello all, I have 2 forms which are exactly identical (same ids for all the fields). I would like to push records from form A to form B via escaltion. Is it possible to retain the same value for the Request ID field on form B as that of Form A? and ifso , can you please tell me how this can be done? This has to be done through workflow only and not by importing / manipulating database from the backend. Environment: ARS 6.3 OS Windows Server 2003 MS SQL Server 2000 Can any of you please help with some suggestions which could help me proceed. Regards, Veeral Oza, Application Analyst, Wipro Technologies The information contained in this electronic message and any attachments to this message are intended for the exclusive use of the addressee(s) and may contain proprietary, confidential or privileged information. If you are not the intended recipient, you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately and destroy all copies of this message and any attachments. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email. www.wipro.com__20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___
Trigger Remedy Action from Oracle
** Hi, I want to inert a record into a table from oracle using insert command. So I have created filter on view form of above table which should execute on submit. But it is not recognizing submit action from oracle. Is there any way to trigger remedy action from oracle... I should not use any escalation..(this is requirement dependency) Thanks and Regards, Gopala Krishna.Peela __20060125___This posting was submitted with HTML in it___
OT: new License Allocation Calculator in rrrLic
Hi All, We have just completed some new FREE pages in our License Management tool rrrLic. The first thing is a graphical display of the license cost per registered user in your system: http://www.rrr.se/tmp/rrrLicAllocationCost.png The second thing is a calculator to determine your license need when adding users to your system. In this example, a company will merge with a smaller one, and as a result 200 new users will start using their system. The current number of registered users is 544, using 163 fixed and 60 floating licenses. http://www.rrr.se/tmp/rrrLicChangePlanner.html The new interface shows on rrrOnline, and will be included in rrrOffline in the next couple of weeks. Best Regards - Misi, RRR AB, http://www.rrr.se ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: Trigger Remedy Action from Oracle
Hi Gopala Krishna.Peela This is the third time you have posted an issue about this on the ARSList in a weeks time. Do you think this helps? People have already suggested the use of Remedy Webservices. It might be best that you try to reply to earlier mails regarding the same subject, or at least reference these earlier posts. -- Michiel On 10/9/06, Gopala Krishna Peela [EMAIL PROTECTED] wrote: ** Hi, I want to inert a record into a table from oracle using insert command. So I have created filter on view form of above table which should execute on submit. But it is not recognizing submit action from oracle. Is there any way to trigger remedy action from oracle... I should not use any escalation..(this is requirement dependency) Thanks and Regards, Gopala Krishna.Peela __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
AR System server terminated when a signal/exception was received by the server
I periodically see these errors in the arerror.log file. ARS apparently restarts its NT service and continues functioning normally. There have been no error messages popping up on client computers. I have log files running but have not seen any correlation between workflow and this particular error. The error message below is the exact text each time. Because there has been no sign of any problems caused by this error I am not overly concerned. However, no errors are better than some errors. Has anyone seen this before and is there a known fix or workaround? Thread Id: 3660 Version: 6.03.00 patch 016 Jan 20 2006 23:48:41 Code: c005 Operation: read Access Addr: 0001 Stack Begin: Addr: 005D6D38 Addr: 093DCF78 Stack End: ARS 6.3 p16 Windows Server 2003 SQL Server 2000 Stephen ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: Trigger Remedy Action from Oracle
Gopala, A filter Submit event is not the same as an SQL insert. They are logically similar, but very different. All Filter processing is done by the Application server and all SQL processing is done by the RDBMS. It is a common mistake for a DBA to think that filters should be triggered by RDBMS activity. They are at different layers in the architecture and are very independent of each other. (by design) You have to talk to the application server (via the Supplied API, or other such interface) to trigger any Filter processing directly. On the other hand If this table can be dealt with as a queue and batch processing is acceptable to your business process, then you could use an Escalation to poll the view form and trigger filters in a batch processing design too. -- 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 10/9/06, Gopala Krishna Peela [EMAIL PROTECTED] wrote: ** Hi, I want to inert a record into a table from oracle using insert command. So I have created filter on view form of above table which should execute on submit. But it is not recognizing submit action from oracle. Is there any way to trigger remedy action from oracle... I should not use any escalation..(this is requirement dependency) Thanks and Regards, Gopala Krishna.Peela ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: Retaining Request ID values
Veeral, I know you said not by importing / manipulating database from the backend.. but... Escalations scream batch processing to me... So... How about this... Use the command line runmacro to get an ARX file of the current record and then use arimportcmd to import the record to the second form. This will copy the record exactly as it is and will guarantee the 'Request ID' values are not mucked with. ( You could even do this via filters on Submit/Modify and keep the records synced through out their entire life cycles.) Just write a small shell script on your ARS server that you pass in the Entry ID and maybe the two form names. (That way you could do this for as many forms as you wanted to without rewriting the script.) Add a filter (or maybe two) to the source form and you should be in business. -- 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 10/9/06, Veeral J Oza [EMAIL PROTECTED] wrote: ** Hello all, I have 2 forms which are exactly identical (same ids for all the fields). I would like to push records from form A to form B via escaltion. Is it possible to retain the same value for the Request ID field on form B as that of Form A? and if so , can you please tell me how this can be done? This has to be done through workflow only and not by importing / manipulating database from the backend. Environment: ARS 6.3 OS Windows Server 2003 MS SQL Server 2000 Can any of you please help with some suggestions which could help me proceed. Regards, Veeral Oza, Application Analyst, Wipro Technologies The information contained in this electronic message and any attachments to this message are intended for the exclusive use of the addressee(s) and may contain proprietary, confidential or privileged information. If you are not the intended recipient, you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately and destroy all copies of this message and any attachments. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email. www.wipro.com __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: Remedy integration with CVS
Ruediger, I know nothing about the proxy your talking about, but based on what you said I would be concerned. If this proxy is only doing things by object name then you likely have other problems to deal with too... There are multiple names spaces for ARS objects. For example: You can have a form named Bob, an active link also named Bob, a Filter named Bob, a Menu named Bob, and a Web Service named Bob. If your Source control system does not recognized that Active Link Bob is an active link then the order of which these objects are added to your Source Control system matters as the last one in will win and replace the other object. (Which might be a very subtle and bad thing if you later try to check out the form Bob and get an active link definition in the process. :( -- 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 10/9/06, Ruediger Tams [EMAIL PROTECTED] wrote: @Tim Widowfield Hi Tim, I've just testetd the pushOK Proxy with ARS 6.3 Admin p17 and ARS server 6.3 p15 but I have different issues. I've tested pushOK to connect to a subversion server but pushOK won't create the object tree in subversion like I see it in my Admin Tool. I have only one module and all objects (forms, ALs, filters...) under this module. I can't check in or check out my objects correctly, too. e.g. I've checked in a Form. Now I wanted to check out this form. It wasn't possible - and when I wanted to check in again it says that this object wasn't checked out... What versions did you used? Thanks. :-) Regards Ruediger ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: Macros and Mid-Tier
Title: Re: Macros and Mid-Tier ** Hi, David: To answer your question: Was the Save, Load, and Run defined searches functionality you describe added with Mid-Tier 7.0? I don't remember seeing or hearing about it in the 6.3 Mid-tier. The remove/add columns to the results list sounds exactly like the desktop client. Yes, this functionality is available in Mid-Tier 7.0. this includes parameterized searches. And correct, thiswas not available in 6.3. I agree with the other post that was made about building a mini-app. I am sure that a work-around can be made to automate the sharing of saved searches to other individuals or groups. Just keep in mind that in the current Remedy defined app, that a WRITE license isNOT required to create and save searches. So whatever you build or duplicate, make sure that each fieldor entry has submitter write permissions. Good Luck to You. Michelle From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Shellman, DavidSent: Friday, October 06, 2006 5:23 PMTo: arslist@ARSLIST.ORGSubject: Re: Macros and Mid-Tier ** Michelle, The macros that our folks create are a mixture. Macros that perform simple searches say for open tickets. Macros that perform more elaborate searches with variables. Macros that combine searches with reports that extract to a csv file for processing of charge back. Manager macros that combine with reports to provide counts of tickets created and/or resolved within certain time periods, etc. We even have one user that has a "groovy" macro (his term not mine) that calls 5 other macros so that execute and provide reports at one time. Was the Save, Load, and Run defined searches functionality you describe added with Mid-Tier 7.0? I don't remember seeing or hearing about it in the 6.3 Mid-tier. The remove/add columns to the results list sounds exactly like the desktop client. I understand BMC/Remedy pushing the Mid-Tier client. It's been one of the items Doug Mueller has been saying for many years. BMC/Remedy is suggesting that we only use the Mid-Tier because of Unicode if we add Chinese, Japanese, Korean, German, Dutch, Flemish as well as other character sets for local language support with various Help Desks. Use of the desktop client risks possible corruption of the records when a record created in Chinese is displayed then modified with a desktop client installed on an English or European locale. In many cases, habits developed with the desktop client over many years by our users may not function with the Mid-Tier. Maybe with 7.0 and 7.0.1, improvements have been made where it's no longer an issue or they can develop new habits. Dave Date: Fri, 6 Oct 2006 11:45:21 -0500 From: "Lucero, Michelle - IST contractor" [EMAIL PROTECTED] Subject: Re: Macros and Mid-Tier Lisa: I obviously can't be sure, but my guess would be that most of the macros that your users probably create are related to searching. If that is the case the Mid-Tier 7.0 has added functionality to Save, Load, and Run, defined, user-created, and most recent searches. You can even create and save parameterized searches on the Mid-Tier. (LOVE THAT) One can also save to CSV. That is the worth the move in my opinion. Other neat features allow your end users to remove/add columns to the results list and save their sort. We are currently using Mid-Tier 7.0 Patch 1 against an ARS 6.3 server. There are some quirky errors that happen from time-to time. In this case the added value to our user community has out-weighed the quirky errors that I've seen. Hope that helps, Michelle Dave Shellman Phone: (717) 810-3687 Fax: (717) 810-2124 email: [EMAIL PROTECTED] tyco/Electronics A tyco International LTD Company MS 161-043 PO Box 3608 Harrisburg, PA 17105-3607 __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___
Re: Remedy integration with CVS
If Matt is right, the way to deal with that is with a comprehensive naming methodology that identifies the type of object and it's run order as part of the object name. That will keep duplicates from being an issue. Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Monday, October 09, 2006 5:47 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy integration with CVS Ruediger, I know nothing about the proxy your talking about, but based on what you said I would be concerned. If this proxy is only doing things by object name then you likely have other problems to deal with too... There are multiple names spaces for ARS objects. For example: You can have a form named Bob, an active link also named Bob, a Filter named Bob, a Menu named Bob, and a Web Service named Bob. If your Source control system does not recognized that Active Link Bob is an active link then the order of which these objects are added to your Source Control system matters as the last one in will win and replace the other object. (Which might be a very subtle and bad thing if you later try to check out the form Bob and get an active link definition in the process. :( -- 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 10/9/06, Ruediger Tams [EMAIL PROTECTED] wrote: @Tim Widowfield Hi Tim, I've just testetd the pushOK Proxy with ARS 6.3 Admin p17 and ARS server 6.3 p15 but I have different issues. I've tested pushOK to connect to a subversion server but pushOK won't create the object tree in subversion like I see it in my Admin Tool. I have only one module and all objects (forms, ALs, filters...) under this module. I can't check in or check out my objects correctly, too. e.g. I've checked in a Form. Now I wanted to check out this form. It wasn't possible - and when I wanted to check in again it says that this object wasn't checked out... What versions did you used? Thanks. :-) Regards Ruediger ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: AR System server terminated when a signal/exception was received by the server
We get this a lot and have thus far not managed to link it to anything specific either. Support asked us to upgrade to the latest patch, 17, and get rid of some other errors in the log file but this has not helped. From my understanding, it is the thread that is shown that has crashed. We are not as fortunate as we loose our cache which has serious consequences and we end up bringing down the services and / or running arsignal. It is so intermitted that the server will be fine for weeks and then one day all hell breaks loose and the server goes down multiple times in a day. I don't have an answer but you are not alone. Regards, Basil Webster Remedy Developer Siemens Business Services (Pty) Ltd * E-Mail: [EMAIL PROTECTED] ( Tel: +27 11 652 7523 Ê Fax: +27 11 652-7501 ) Mobile: +27 82 452 9389 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Heider, Stephen Sent: 09 October 2006 14:01 To: arslist@ARSLIST.ORG Subject: AR System server terminated when a signal/exception was received by the server I periodically see these errors in the arerror.log file. ARS apparently restarts its NT service and continues functioning normally. There have been no error messages popping up on client computers. I have log files running but have not seen any correlation between workflow and this particular error. The error message below is the exact text each time. Because there has been no sign of any problems caused by this error I am not overly concerned. However, no errors are better than some errors. Has anyone seen this before and is there a known fix or workaround? Thread Id: 3660 Version: 6.03.00 patch 016 Jan 20 2006 23:48:41 Code: c005 Operation: read Access Addr: 0001 Stack Begin: Addr: 005D6D38 Addr: 093DCF78 Stack End: ARS 6.3 p16 Windows Server 2003 SQL Server 2000 Stephen ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: Retaining Request ID values
Veeral, If you choose a solution like that, you might want to use the free rrrChive-tool we have created. - It is more robust, with a single binary - It does not require the creation of temporary (ARX) files - It gives you very good logging Best Regards - Misi, RRR AB, http://www.rrr.se Veeral, I know you said not by importing / manipulating database from the backend.. but... Escalations scream batch processing to me... So... How about this... Use the command line runmacro to get an ARX file of the current record and then use arimportcmd to import the record to the second form. This will copy the record exactly as it is and will guarantee the 'Request ID' values are not mucked with. ( You could even do this via filters on Submit/Modify and keep the records synced through out their entire life cycles.) Just write a small shell script on your ARS server that you pass in the Entry ID and maybe the two form names. (That way you could do this for as many forms as you wanted to without rewriting the script.) Add a filter (or maybe two) to the source form and you should be in business. -- 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 10/9/06, Veeral J Oza [EMAIL PROTECTED] wrote: ** Hello all, I have 2 forms which are exactly identical (same ids for all the fields). I would like to push records from form A to form B via escaltion. Is it possible to retain the same value for the Request ID field on form B as that of Form A? and if so , can you please tell me how this can be done? This has to be done through workflow only and not by importing / manipulating database from the backend. Environment: ARS 6.3 OS Windows Server 2003 MS SQL Server 2000 Can any of you please help with some suggestions which could help me proceed. Regards, Veeral Oza, Application Analyst, Wipro Technologies The information contained in this electronic message and any attachments to this message are intended for the exclusive use of the addressee(s) and may contain proprietary, confidential or privileged information. If you are not the intended recipient, you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately and destroy all copies of this message and any attachments. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email. www.wipro.com __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Asset mgmt 7...
...takes forever to install.. Why? It imports 137471 cities! Why cant the installer ask if you want to install that amout of records. I now which file to truncate when installing on the proper development server. -- Jarl ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Change Management
Hi Everybody!! I have an issue with the Assignee Problems table on the Support Console; the issue is with one user; this user is the assigned person for a Change, but his changes don't appear on his console, i've reviewed the SHR:ConsolidatedList form and on it the Assigned to is set currently correct; but on his console doesn't appear, Does anybody knows what is happening?? Hope you may help me Greetings!! Hugo Ruesga ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Print Case
** Hello all, This is my first post on this list, so please bear with my ignorance. We have Remedy ITSM Help Desk installed and I was trying to tweak the Print Case button on the Request form. Basically, I wanted to add more fields in the report( which is sent to the printer ). Its pretty comprehensive, but I wanted to include Department in the report. I have tried reverse engineering to find out where this report lies to make the needed mods, but I am stomped. It seems like a basic .arr file is the one running it, I did find a file called case_0.arr which contains all the parameters of the printed case( I made the changes to this and it did nothing ). Has anyone played with this button and its associated features? ARS System: 6.3 Help Desk: 6.0 Saji Saji Philip HISD-Technical Support Services [EMAIL PROTECTED] 713-892-7378(SERV) CONFIDENTIALITY NOTICE This message (including any attachments) contains information that may be confidential. Unless you are the intended recipient (or authorized to receive for the intended recipient), you may not read, print, retain, use, copy, distribute or disclose to anyone the message or any information contained in the message. If you have received the message in error, please advise the sender by reply e-mail, and destroy all copies of the original message (including any attachments). __20060125___This posting was submitted with HTML in it___
Re: Print Case
** Hi Saji,This is I guess the same problem as the topic from September 5, called Adding field to a report. For searching the arslist archives, you can try the website at http://arslist.org It would help if you would state in your email what version of AR System and what application version you are using. You are using Remedy Helpdesk, but I can not tell whether it is v4, v5 or later. Assuming it is v5 or later, there is an active link that runs this report. The report is just a simple remedy .arr file I guess, you can create one yourself using Tools Reporting. Check the active link: HPD:HPD-PrintHPDCase01Find the report, open it in the user tool, add the fields, save the report and put it back.Good luck with your first Remedy steps,Kind regards, MichielOn 10/9/06, Philip, Saji L [EMAIL PROTECTED] wrote: ** Hello all, This is my first post on this list, so please bear with my ignorance. We have Remedy ITSM Help Desk installed and I was trying to tweak the ' Print Case ' button on the Request form. Basically, I wanted to add more fields in the report( which is sent to the printer ). Its pretty comprehensive, but I wanted to include ' Department ' in the report. I have tried reverse engineering to find out where this report lies to make the needed mods, but I am stomped. It seems like a basic .arr file is the one running it, I did find a file called ' case_0.arr ' which contains all the parameters of the printed case( I made the changes to this and it did nothing ). Has anyone played with this button and its associated features? ARS System: 6.3 Help Desk: 6.0 Saji Saji Philip HISD-Technical Support Services [EMAIL PROTECTED] 713-892-7378(SERV) CONFIDENTIALITY NOTICE This message (including any attachments) contains information that may be confidential. Unless you are the intended recipient (or authorized to receive for the intended recipient), you may not read, print, retain, use, copy, distribute or disclose to anyone the message or any information contained in the message. If you have received the message in error, please advise the sender by reply e-mail, and destroy all copies of the original message (including any attachments). __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___
Re: External Email notifications not working . . .
Title: RE: External Email notifications not working . . . ** In exchange you can must configure relaying by IP Address / server name. That bit us in the butts during our exchange upgrade. Note that this is not remedy related, but mail service configuration. Thanks-n-advance; HDT Platform Incident / Problem Manager Architect Robert Molenda IT OS PA Tel: +1 408 501 6310 Fax: +1 408 501 2410 Mobile: +1 408 472 8097 [EMAIL PROTECTED] Quality begins with your actions. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3 Sent: Tuesday, October 03, 2006 11:17 AM To: arslist@ARSLIST.ORG Subject: Re: External Email notifications not working . . . LJ: It is possible to turn on relaying for only one user, authenticated users and Everyone (not recommended you just turned your Exchange system into a spambot.) I think that they changed the server or the older system used a different method and this 'broke' external mail. In any case the Exchange folks at Jamie's office fixed it. James McKenzie From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of L. J. Head Sent: Tuesday, October 03, 2006 8:33 AM To: arslist@ARSLIST.ORG Subject: Re: External Email notifications not working . . . ** Agreed but I have only had this relay issue when doing un-authenticated sending through an Exchange SMTP. Most corporate Exchange servers will allow authenticated users to send outside of the domain...thus my question on authenticationbut it appears that Jamie got it fixed...so the point is purely academic at this point L. J. Head Software Engineer Remedy Approved Consultant From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3 Sent: Tuesday, October 03, 2006 9:10 AM To: arslist@ARSLIST.ORG Subject: Re: External Email notifications not working . . . ** LJ: Something to think about. SMTP, out of the box and for security reasons, will not relay for anyone not in the 'domain'. Thus, Jamie's outbound messages for anyone outside of the 'domain' will be rejected. This takes a skilled sendmail person to reset the program to allow her user to send to other 'domains'. I think Jamie now knows what needs to be done in order to fix this problem. James McKenzie L-3 GSI From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of L. J. Head Sent: Tuesday, October 03, 2006 8:06 AM To: arslist@ARSLIST.ORG Subject: Re: External Email notifications not working . . . ** Are you using authenticated SMTP? The error is relating to it's inability to 'RELAY' the message...typically I have found that to mean that the SMTP is being used not as a sending server...but instead as a relay server (passing from here to there). is [EMAIL PROTECTED] the From address? Verify that the user account that you are sending as (the authenticated user) has permissions to send on behalf of that user account L. J. Head Software Engineer Remedy Approved Consultant From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Blodgett, Jamie Sent: Tuesday, October 03, 2006 8:56 AM To: arslist@ARSLIST.ORG Subject: External Email notifications not working . . . Importance: High ** Ok, I've tried Remedy and their support didn't help. ARS 6.3 patch 18 HPUX 11.11 Oracle 10.2.1 (w/ 9.2 libraries) Mailbox Configuration: SMTP SSL = No We've confirmed correct Server, Port Username The criticality of this is high. We send out all our notifications to pagers via email. These are failing. All was working fine on version 5.0. We just completed our upgrade this weekend to 6.3. Unfortunately, we never thought to test external emails. We tested the internal and of course these were fine. We receive the following errors when we try to send email to external addresses: Invalid Addresses; nested exception is: class javax.mail.SendFailedException: 550 5.7.1 Unable to relay for [EMAIL PROTECTED] javax.mail.SendFailedException: Invalid Addresses; nested exception is: class javax.mail.SendFailedException: 550 5.7.1 Unable to relay for [EMAIL PROTECTED] at com.sun.mail.smtp.SMTPTransport.rcptTo(SMTPTransport.java:848) at com.sun.mail.smtp.SMTPTransport.sendMessage(SMTPTransport.java:323) at com.remedy.arsys.emaildaemon.SenderModule.sendMessage(SenderModule.java:74) at com.remedy.arsys.emaildaemon.CreatorModule.createMessage(CreatorModule.java:1489) at com.remedy.arsys.emaildaemon.CreatorModule.doWork(CreatorModule.java:360) at com.remedy.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:268) at java.lang.Thread.run(Thread.java:595)
Re: OT: Happy Thanksgiving to my fellow Canadians
** Happy Thanksgiving Canadians. From a friend in the U.S. Rick "[EMAIL PROTECTED]" [EMAIL PROTECTED] 10/6/2006 9:40 AM Just thought I'd wish Canadians a Happy Thanksgiving long weekend,and listers play nice on Monday, I may not be watching Daniel___UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org __20060125___This posting was submitted with HTML in it___
Move Date/Time Field value to a date field using SQL
Hello Lister, I`m in the process to move the values stored in a date/time field to a new one in the date field format. In the form exist at leats 1.000.000 records and I prefer to perform this updade via sql in order to not activate the filters defined over the form if I use an escalation. Is there any way to accomplish that? Any hints will be really appreciate. Thanks in advanced Antonio Acosta Consultant Caracas - Venezuela ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: Move Date/Time Field value to a date field using SQL
Please specify what version of Remedy you are using and on what OS and db. Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Antonio Acosta Sent: Monday, October 09, 2006 10:56 AM To: arslist@ARSLIST.ORG Subject: Move Date/Time Field value to a date field using SQL Hello Lister, I`m in the process to move the values stored in a date/time field to a new one in the date field format. In the form exist at leats 1.000.000 records and I prefer to perform this updade via sql in order to not activate the filters defined over the form if I use an escalation. Is there any way to accomplish that? Any hints will be really appreciate. Thanks in advanced Antonio Acosta Consultant Caracas - Venezuela ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
ARS/ITSM 7 Time to Implement at Your Site
I know this is a case by case issue, but does anyone have a general time estimate on how long it might take to upgrade a ARS 6.3/ITSM 5.6 Solaris/Oracle environment to ARS 7.x/ITSM 7.x Solaris/Oracle.When my organization implemented ITSM 5.x, it took several months with fit gap, configuration meetings, development, and testing. I realize that the applications are drastically different, so there could be significant training and business procedural changes involved. I would image this process would be similar to starting from scratch since the ITSM apps have changed so much? -- Kyle Whitley IT System Support Professional Office of Information and Instructional Technology (OIIT) Board of Regents of the University System of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: Move Date/Time Field value to a date field using SQL
** Hello Antonio, Without giving any db-specific syntax, you should be able to accomplish this conversion as follows: Add or subtract your GMT offset (in seconds) from the integer valuestored in the database forthe date/time field (the offset may be different depending upon what part of the year the given date falls under -- daylight saving time or standard time). Divide thevaluefrom the first operationby 86400 (the number of seconds in one day) and drop the remainder. This will give you the whole number of days since January 01, 1970 12:00:00 in your local time zone. Add the value from the first operation to the integer value 2440588. This is the integer value for January 01, 1970, for a Remedy date field. The result of the addition should be the correctconverted value for the date field. I think you could also accomplish this via an escalation without triggering other filters, byusing a filter with a "Goto" action to bypass the execution order of your other filters. HTH, Thomas - Original Message - From: Antonio Acosta Newsgroups: gmane.comp.crm.arsystem.general Sent: Monday, October 09, 2006 10:56 Subject: Move Date/Time Field value to a date field using SQL Hello Lister,I`m in the process to move the values stored in a date/time field to a new one in the date field format.In the form exist at leats 1.000.000 records and I prefer to perform this updade via sql in order to not activate the filters defined over the form if I use an escalation.Is there any way to accomplish that?Any hints will be really appreciate.Thanks in advancedAntonio AcostaConsultantCaracas - Venezuela __20060125___This posting was submitted with HTML in it___
Re: ARS/ITSM 7 Time to Implement at Your Site
Your image of the process changes are accurate in their relation to the business. A lot of the time calculation will be driven by which/how many apps you use and the extent to which they are utilized. Axton Grams On 10/9/06, Kyle Whitley [EMAIL PROTECTED] wrote: I know this is a case by case issue, but does anyone have a general time estimate on how long it might take to upgrade a ARS 6.3/ITSM 5.6 Solaris/Oracle environment to ARS 7.x/ITSM 7.x Solaris/Oracle.When my organization implemented ITSM 5.x, it took several months with fit gap, configuration meetings, development, and testing. I realize that the applications are drastically different, so there could be significant training and business procedural changes involved. I would image this process would be similar to starting from scratch since the ITSM apps have changed so much? -- Kyle Whitley IT System Support Professional Office of Information and Instructional Technology (OIIT) Board of Regents of the University System of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: ARS/ITSM 7 Time to Implement at Your Site
We use Helpdesk and Change Management. Looking at the documents I have downloaded from Remedy Support on the ITSM 7 apps. I would guess my time line should be geared toward a new implementation and not an upgrade. Meaning whatever processes my organization went through in the last roll out will need to be duplicated, with an emphasis on business process changes and training. Is that accurate? Thanks Kyle Axton wrote: Your image of the process changes are accurate in their relation to the business. A lot of the time calculation will be driven by which/how many apps you use and the extent to which they are utilized. Axton Grams On 10/9/06, Kyle Whitley [EMAIL PROTECTED] wrote: I know this is a case by case issue, but does anyone have a general time estimate on how long it might take to upgrade a ARS 6.3/ITSM 5.6 Solaris/Oracle environment to ARS 7.x/ITSM 7.x Solaris/Oracle.When my organization implemented ITSM 5.x, it took several months with fit gap, configuration meetings, development, and testing. I realize that the applications are drastically different, so there could be significant training and business procedural changes involved. I would image this process would be similar to starting from scratch since the ITSM apps have changed so much? -- Kyle Whitley IT System Support Professional Office of Information and Instructional Technology (OIIT) Board of Regents of the University System of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org -- Kyle Whitley IT System Support Professional Office of Information and Instructional Technology (OIIT) Board of Regents of the University System of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: ARS/ITSM 7 Time to Implement at Your Site
That is accurate, but you have to consider the data that exists in your current system. Even if you convince the business to change, you will have legacy data that will have to be dealt with, one way or another. On 10/9/06, Kyle Whitley [EMAIL PROTECTED] wrote: We use Helpdesk and Change Management. Looking at the documents I have downloaded from Remedy Support on the ITSM 7 apps. I would guess my time line should be geared toward a new implementation and not an upgrade. Meaning whatever processes my organization went through in the last roll out will need to be duplicated, with an emphasis on business process changes and training. Is that accurate? Thanks Kyle Axton wrote: Your image of the process changes are accurate in their relation to the business. A lot of the time calculation will be driven by which/how many apps you use and the extent to which they are utilized. Axton Grams On 10/9/06, Kyle Whitley [EMAIL PROTECTED] wrote: I know this is a case by case issue, but does anyone have a general time estimate on how long it might take to upgrade a ARS 6.3/ITSM 5.6 Solaris/Oracle environment to ARS 7.x/ITSM 7.x Solaris/Oracle.When my organization implemented ITSM 5.x, it took several months with fit gap, configuration meetings, development, and testing. I realize that the applications are drastically different, so there could be significant training and business procedural changes involved. I would image this process would be similar to starting from scratch since the ITSM apps have changed so much? -- Kyle Whitley IT System Support Professional Office of Information and Instructional Technology (OIIT) Board of Regents of the University System of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org -- Kyle Whitley IT System Support Professional Office of Information and Instructional Technology (OIIT) Board of Regents of the University System of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: ARS/ITSM 7 Time to Implement at Your Site
That is true. I have went through that process before during the ITSM 5.x rollout. Previously, my organization used a home grown ARS app. However, in that case we decide to archive the old data since there was such a huge gap between what ITSM 5.x looked and felt like compared to the home grown app. I was hoping (really hoping) that the data from Helpdesk and Change Management would be more portable. Is this not the case, or are the apps so different that the data will not work in the new ITSM 7 apps.? Axton wrote: That is accurate, but you have to consider the data that exists in your current system. Even if you convince the business to change, you will have legacy data that will have to be dealt with, one way or another. On 10/9/06, Kyle Whitley [EMAIL PROTECTED] wrote: We use Helpdesk and Change Management. Looking at the documents I have downloaded from Remedy Support on the ITSM 7 apps. I would guess my time line should be geared toward a new implementation and not an upgrade. Meaning whatever processes my organization went through in the last roll out will need to be duplicated, with an emphasis on business process changes and training. Is that accurate? Thanks Kyle Axton wrote: Your image of the process changes are accurate in their relation to the business. A lot of the time calculation will be driven by which/how many apps you use and the extent to which they are utilized. Axton Grams On 10/9/06, Kyle Whitley [EMAIL PROTECTED] wrote: I know this is a case by case issue, but does anyone have a general time estimate on how long it might take to upgrade a ARS 6.3/ITSM 5.6 Solaris/Oracle environment to ARS 7.x/ITSM 7.x Solaris/Oracle. When my organization implemented ITSM 5.x, it took several months with fit gap, configuration meetings, development, and testing. I realize that the applications are drastically different, so there could be significant training and business procedural changes involved. I would image this process would be similar to starting from scratch since the ITSM apps have changed so much? -- Kyle Whitley IT System Support Professional Office of Information and Instructional Technology (OIIT) Board of Regents of the University System of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org -- Kyle Whitley IT System Support Professional Office of Information and Instructional Technology (OIIT) Board of Regents of the University System of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org -- Kyle Whitley IT System Support Professional Office of Information and Instructional Technology (OIIT) Board of Regents of the University System of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: ARS/ITSM 7 Time to Implement at Your Site
I wonder if a good approach to that - the legacy data - would be to define a separate Company for the old tickets (using the old CTI) so that we can isolate them from the new tickets and new CTIs. We currently plan to create separate companies for each distributed support area so that they can have their own CTI, plus one or two companies for students (we may still split UNT campus students from Health Science Center students). This would make the legacy data available without all of the CTI baggage. If I keep the same Assignment Group names, that should give current IT staff access to their old tickets in the legacy company space, right? We still think we will be doing well to cut over to ITSM 7 from Help Desk 5.5 by Spring Break or thereabouts. We are reactivating our original Remedy steering committee in order to get the business input from all of our customer groups for the configuration process. This still assumes minimal customization to the Incident, Problem, and Change applications as opposed to what we did to Help Desk 5.5!! We are expecting to see a lot of unintended consequences - the kind that force process changes - from the various configuration settings that will have to be tested, discussed, and dealt with before we can put this application set into production. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Axton Sent: Monday, October 09, 2006 1:07 PM To: arslist@ARSLIST.ORG Subject: Re: ARS/ITSM 7 Time to Implement at Your Site That is accurate, but you have to consider the data that exists in your current system. Even if you convince the business to change, you will have legacy data that will have to be dealt with, one way or another. On 10/9/06, Kyle Whitley [EMAIL PROTECTED] wrote: We use Helpdesk and Change Management. Looking at the documents I have downloaded from Remedy Support on the ITSM 7 apps. I would guess my time line should be geared toward a new implementation and not an upgrade. Meaning whatever processes my organization went through in the last roll out will need to be duplicated, with an emphasis on business process changes and training. Is that accurate? ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: ARS/ITSM 7 Time to Implement at Your Site
When did your process begin? If you started today that would give you around 6 months to get this accomplished, after looking at my last rollout docs, it took us around 11 months including end user training. I like the idea of the separate companies for the distributed support areas. I actually have group with this already on their wish list. Thanks Kyle strauss wrote: I wonder if a good approach to that - the legacy data - would be to define a separate Company for the old tickets (using the old CTI) so that we can isolate them from the new tickets and new CTIs. We currently plan to create separate companies for each distributed support area so that they can have their own CTI, plus one or two companies for students (we may still split UNT campus students from Health Science Center students). This would make the legacy data available without all of the CTI baggage. If I keep the same Assignment Group names, that should give current IT staff access to their old tickets in the legacy company space, right? We still think we will be doing well to cut over to ITSM 7 from Help Desk 5.5 by Spring Break or thereabouts. We are reactivating our original Remedy steering committee in order to get the business input from all of our customer groups for the configuration process. This still assumes minimal customization to the Incident, Problem, and Change applications as opposed to what we did to Help Desk 5.5!! We are expecting to see a lot of unintended consequences - the kind that force process changes - from the various configuration settings that will have to be tested, discussed, and dealt with before we can put this application set into production. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Axton Sent: Monday, October 09, 2006 1:07 PM To: arslist@ARSLIST.ORG Subject: Re: ARS/ITSM 7 Time to Implement at Your Site That is accurate, but you have to consider the data that exists in your current system. Even if you convince the business to change, you will have legacy data that will have to be dealt with, one way or another. On 10/9/06, Kyle Whitley [EMAIL PROTECTED] wrote: We use Helpdesk and Change Management. Looking at the documents I have downloaded from Remedy Support on the ITSM 7 apps. I would guess my time line should be geared toward a new implementation and not an upgrade. Meaning whatever processes my organization went through in the last roll out will need to be duplicated, with an emphasis on business process changes and training. Is that accurate? ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org -- Kyle Whitley IT System Support Professional Office of Information and Instructional Technology (OIIT) Board of Regents of the University System of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: ARS/ITSM 7 Time to Implement at Your Site
You could call it October, or right after we got back from UserWorld. We have been banging on ITSM 7 for quite some time now, but I am only just now getting the new hardware installed and applications licensed so that we can actually DO something semi-permanent with them. In the past it has taken about six to eight months of concerted effort to transition from a different product to Help Desk 3, then from 3 to 4, and finally from 4 to 5.5. Customizations will push you to the longer end of the timeframe. We have about 25 distributed support areas, currently defined as Sites in Help Desk 5.5 (where people get paid and where they get their IT support). The Colleges of Arts and Sciences, Business, Education, Engineering, as well as Music, Visual Art, Library, Registrar, Administration, etc. The customers in these areas all lend themselves to separate companies since they are on separate groups of budget account numbers in PeopleSoft and LDAP. Groups like the Residence Network, Sorority Networks, the central helpdesk - these will all serve students as a whole, who will be in their own company primarily to keep the CTI separate. What we don't know yet is if the heavy use of multi-tenancy within the overall organization is going to create more problems than it solves when IT staff are trying to get actual work done. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kyle Whitley Sent: Monday, October 09, 2006 1:49 PM To: arslist@ARSLIST.ORG Subject: Re: ARS/ITSM 7 Time to Implement at Your Site When did your process begin? If you started today that would give you around 6 months to get this accomplished, after looking at my last rollout docs, it took us around 11 months including end user training. I like the idea of the separate companies for the distributed support areas. I actually have group with this already on their wish list. Thanks Kyle strauss wrote: I wonder if a good approach to that - the legacy data - would be to define a separate Company for the old tickets (using the old CTI) so that we can isolate them from the new tickets and new CTIs. We currently plan to create separate companies for each distributed support area so that they can have their own CTI, plus one or two companies for students (we may still split UNT campus students from Health Science Center students). This would make the legacy data available without all of the CTI baggage. If I keep the same Assignment Group names, that should give current IT staff access to their old tickets in the legacy company space, right? We still think we will be doing well to cut over to ITSM 7 from Help Desk 5.5 by Spring Break or thereabouts. We are reactivating our original Remedy steering committee in order to get the business input from all of our customer groups for the configuration process. This still assumes minimal customization to the Incident, Problem, and Change applications as opposed to what we did to Help Desk 5.5!! We are expecting to see a lot of unintended consequences - the kind that force process changes - from the various configuration settings that will have to be tested, discussed, and dealt with before we can put this application set into production. ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: ARS 7.0 An unhandled win32 exception occurred in arrecond.exe. [3836]
I am having the same problem with ARRecond.exe crashing on ARS 7.0 Patch 001, and the logs do not indicate what the problem is. Dr. Watson just says it's an unhandled exception error. I don't know when it started crashing, frankly. I only noticed it, because my reconcilation jobs wouldn't run. I'm on windows 2003 server with sql 2000 database. So far, Support has not been able to solve my issue. Did you apply any of the application patches? Have you been able to fix it? Thanks. ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Telephony Integration with Remedy Help Desk?
Hello, My company is interested in integrating Remedy Help Desk (6.0) with our Avaya phone system. (We would like tickets pre-populated with the caller's information as soon as the support call arrives over the ACD.) Has anyone performed such an integration before? Our assumption is that it requires a third-party connector. What is a ball-park cost of such products? Thanks! ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
MWRUG Meeting Friday, October 13th, a few seats left for a lucky few
** Friday, October 13, 2006 (no laughter at the date)9:00 am - 1:00 pmLocation: bmc office in Naperville ARS v7 and ITSM v7 Presentations by Lenny WarrenPresentation by Kelly Deaver, Xinify, Using EIE 7 to populate/update CMDBRUG (bmc UserWorldConference reviews) For those interested, we will be looking for a place to adjourn to for lunch after meeting to continue the discussion and networking fun. Hoping that you'll be able to join us. Space is limited and there are only a few seats left, so RSVP nowto [EMAIL PROTECTED] Any questions, please let me know. Thanks,SusanDIRECTIONS: http://www.bmc.com/education/servicemgmt/locations/naperville.htm 261 Views · 0 Comments __20060125___This posting was submitted with HTML in it___
Re: AR System server terminated when a signal/exception was received by the server
You should try and get BMC to provide you with a debug version of arserverd (arserver.exe). The debug version should perform a memory dump that contains all the symbols necessary for debugging. BMC should then be able to use your memory dump to isolate the issue. I could see valid justification in BMC asking you to update to the latest (debug) patch for this though. In the past, I've tracked these types of things down to specific form/field/workflow properties, and this will be an incremental step in attaining a fix from BMC. Something is happening, somewhere, that is causing this. Turn on the api logs with the overwrite option. Grab the last log after a crash and save a copy, it should point you to the right place to reproduce the issue. Axton Grams Heider, Stephen wrote: I periodically see these errors in the arerror.log file. ARS apparently restarts its NT service and continues functioning normally. There have been no error messages popping up on client computers. I have log files running but have not seen any correlation between workflow and this particular error. The error message below is the exact text each time. Because there has been no sign of any problems caused by this error I am not overly concerned. However, no errors are better than some errors. Has anyone seen this before and is there a known fix or workaround? Thread Id: 3660 Version: 6.03.00 patch 016 Jan 20 2006 23:48:41 Code: c005 Operation: read Access Addr: 0001 Stack Begin: Addr: 005D6D38 Addr: 093DCF78 Stack End: ARS 6.3 p16 Windows Server 2003 SQL Server 2000 Stephen ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: Telephony Integration with Remedy Help Desk?
** There maybe plenty of free solutions. It all depends on whay Avaya can handle:1. Web Services2. Custom API3. Direct SQLCheck with your Avaya admins adn see what is poosible. On 10/9/06, Aaron W. Benson [EMAIL PROTECTED] wrote: Hello,My company is interested in integrating Remedy Help Desk (6.0) with ourAvaya phone system.(We would like tickets pre-populated with thecaller's information as soon as the support call arrives over the ACD.) Has anyone performed such an integration before?Our assumption is thatit requires a third-party connector.What is a ball-park cost of suchproducts?Thanks!___ 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: Authenticate an ARS user using a certificate stored on a smart card
1st issue is that it only works on Windows Server / Windows Client / Windows Mid-tier .. so far.. is what I am hearing.. (mid-tier, might be questionable.. ) On 10/6/06, patrick zandi [EMAIL PROTECTED] wrote: I had a couple of snags.. but I am working with remedy on this now.. hopefully it will work next week.. I will share what I have found out.. soon I hope.. pending a couple more snags.. On 10/5/06, Davis, David CTR NAVSURFWARCENDIV Crane, Code 0552 [EMAIL PROTECTED] wrote: Rebecca Have you been able to integrated ARS authentication with the PKI SmartCard yet? If so, what tools did you use. Thanks, Dave Davis Software Systems Engineer - SAIC -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rebecca Hammond Sent: Wednesday, September 13, 2006 13:39 To: arslist@ARSLIST.ORG Subject: Re: Authenticate an ARS user using a certificate stored on a smart card Am I the only one who isn't totally confused by the white paper? I'm just not clear on how I'm supposed to write an Authenticator of my own, that handles PKI or SmartCard technology. Is it just because with SSO, it pulls the information from your OS? Does anyone have any samples of what these Authenticators might look like? Thanks in advance! -Rebecca Hammond On Fri, 11 Aug 2006 14:11:45 -0700, Easter, David [EMAIL PROTECTED] wrote: Daniel, You may want to take a look at the Integrating BMC Remedy Action Request System with Single Sign-On (SSO) white paper that was updated for AR System 7.00.00. It also applies to other client-side login intercept technologies like smart cards or PKI. It is available on http://supportweb.remedy.com in the Documents section. David J. Easter Sr. Product Manager - BMC Software -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of CONDREA, Daniel Sent: Thursday, August 10, 2006 10:53 PM To: arslist@ARSLIST.ORG Subject: Authenticate an ARS user using a certificate stored on a smart card Hi All, Can anybody suggest a way to authenticate an ARS user using a certificate stored on a smart card? The end user can not authenticate with a username and a password. He/she can only authenticate using the certificate stored in the smartcard. Best regards, Daniel Condrea -- *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 ___ 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 -- Patrick Zandi -- Patrick Zandi ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: Move Date/Time Field value to a date field using SQL
Hi Antonio, To avoid any database intervention export all records in a ARX file - ID of every record and fiel you want to move. Assuming you do not have any filters executing on merge, import the saved ARX file using update record for duplicate ID. Map the ID from ARX file to actual record ID and saved field to the new field. It will take no more than an hour. My advice is to do it in non working hour Daniel -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W Sent: Monday, October 09, 2006 7:07 PM To: arslist@ARSLIST.ORG Subject: Re: Move Date/Time Field value to a date field using SQL Please specify what version of Remedy you are using and on what OS and db. Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Antonio Acosta Sent: Monday, October 09, 2006 10:56 AM To: arslist@ARSLIST.ORG Subject: Move Date/Time Field value to a date field using SQL Hello Lister, I`m in the process to move the values stored in a date/time field to a new one in the date field format. In the form exist at leats 1.000.000 records and I prefer to perform this updade via sql in order to not activate the filters defined over the form if I use an escalation. Is there any way to accomplish that? Any hints will be really appreciate. Thanks in advanced Antonio Acosta Consultant Caracas - Venezuela ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org -- *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
