Re: ARS Report Creator's time problem on queries

[Whilden, Mark D.]

David,
Thanks for the feedback.  Yes we are on 6.3.

Can you help me with the TZ setting.  Is this a client or server
setting?  Also is this an ar.conf setting (if on server)?  If on
client, is it the OS timezone? When I get into the Office tomorrow,
I can check this out.

Mark Whilden
MITRE Corp

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Easter, David
Sent: Tuesday, April 03, 2007 12:46 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARS Report Creator's time problem on queries

Hi Mark,

  If you're on AR System 6.3, you might have hit bug #SW00262260:

"Timezone names greater the 15 characters are truncated in JNI causing
incorrect epoch timestamp value to be returned when time value is used
in query." 

  If you use the TZ setting, and the TZ itself is greater than 15
characters (and "America/New_York" is 16 characters), then the API call
doesn't process properly and the TZ defaults to GMT.  Possible
solutions
would be to either use a TZ that is 15 characters or less (e.g.
"America/Bogota" works - and it is also GMT -5 hours), or to upgrade
your Mid-Tier to AR System 7.0.01 where the API has been corrected.

  Might not be the problem, but the symptoms sound similar.  I'd check
if the problem also exists with other TZ's that are less than 15
characters to see if this is indeed the issue.  Also, you'd need to
confirm that you're on AR System 6.3, of course.

Thanks,

-David J. Easter
Sr. Product Manager, Service Management Business Unit
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed
in this E-mail do not necessarily reflect those of BMC Software, Inc.
My voluntary participation in this forum is not intended to convey a
role as a spokesperson, liaison or public relations representative for
BMC Software, Inc.


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Whilden, Mark D.
Sent: Tuesday, April 03, 2007 8:42 AM
To: arslist@ARSLIST.ORG
Subject: ARS Report Creator's time problem on queries

Listers,
After we applied the Daylight Saving time patches, we started to pay
more attention to time zone issues.  Note, I don't think the DST patch
caused this, but caused us to look into time fields more closely.  We
found that for report run from Report Creator form, any queries against
date fields weren't adjusted for difference between our zone (EST) and
GMT.  The Report Creator form is used for running Crystal Reports
within
ARS, or running ARS reports and Crystal Reports thru the MidTier.
Whither we ran Crystal Reports or ARS reports from the web, or Crystal
Reports from the client; we got the same results.  If I ran the same
query in User tool the query ran correctly.  All the tools display the
dates correctly in the reports or on the forms.

To investigate this, I turned on SQL logging and repeated the same
queries from the Report Creator and from User search.  The Select
statements vary within the where clause in the constant used against
the
date column.  The difference is 14400 seconds or 4 hours.  That is the
difference between us and GMT.

Our systems people are looking into time zone on the server, but I am
doubtful this is the problem.  However, I don't have a good culprit to
pursue.  Anyone seen this before or have a clue as to where to look to
resolve this.

Mark Whilden
MITRE Corp
[EMAIL PROTECTED]
(571)252-4023

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Re: ARS Report Creator's time problem on queries

[Whilden, Mark D.]

Kelly and Dave,
Our server admins decided to setup our servers in GMT.  We think it is
because they wouldn't have to worry about day light savings time bugs,
but that is just our conjecture.  We did a test today and when the
server was switched to EST (the time zone our users are in), then we
think the problem went away (still being tested). 

Dave, can you send us the BMC bug number that you are working under.
We are talking to BMC also and this would help them consolidate their
efforts. 

Maybe the fact that several of us have the same problem, will convince
BMC to fix the problem in 6.3 instead of recommending upgrading (their
usual line).

Mark Whilden
MITRE Corp

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Davis, David CTR
NAVSURFWARCENDIV Crane, Code 0552
Sent: Tuesday, April 03, 2007 3:18 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARS Report Creator's time problem on queries

Hello Mark and Kelly,

We are experiencing the same problem with our installation of Remedy
ARS
6.3 running MidTeir 6.3.  Our database is SQL2000.  The only difference
is that we are showing a 5 hour discrepancy.  This is explainable due
to
the fact that our Remedy server is running in the Central Standard
Time.

We have a BMC Support ticket on this problem and BMC Support stated it
was unlikely that it would be fixed in Version 6.3 and suggested that
we
upgrade to MidTier 7.0.1.  As you mentioned before, this problem only
effects users running reports from the MidTier that are in different
time zones (e.g. User in EST while server is in CST).  What time zones
are your users and MidTier in? Our problem occurs while our users are
in
EST and our MidTier is in CST.

Thank You for Your Posting,
Dave Davis 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kelly Heikkila
Sent: Tuesday, April 03, 2007 11:33
To: arslist@ARSLIST.ORG
Subject: Re: ARS Report Creator's time problem on queries

We have the same issue when running reports.  This started happening at
a client site after the time zone patch was installed (we believe--or
agents were paying more attention, as you mentioned).  This has not yet
been resolved that I am aware of.

ARS 6.3
Oracle

Kelly Heikkila
Kinetic Data

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED]
Sent: Tuesday, April 03, 2007 10:42 AM
To: arslist@ARSLIST.ORG
Cc: Whilden, Mark D.
Subject: ARS Report Creator's time problem on queries


Listers,
After we applied the Daylight Saving time patches, we started to pay
more attention to time zone issues.  Note, I don't think the DST patch
caused this, but caused us to look into time fields more closely.  We
found that for report run from Report Creator form, any queries against
date fields weren't adjusted for difference between our zone (EST) and
GMT.  The Report Creator form is used for running Crystal Reports
within
ARS, or running ARS reports and Crystal Reports thru the MidTier.
Whither we ran Crystal Reports or ARS reports from the web, or Crystal
Reports from the client; we got the same results.  If I ran the same
query in User tool the query ran correctly.  All the tools display the
dates correctly in the reports or on the forms.

To investigate this, I turned on SQL logging and repeated the same
queries from the Report Creator and from User search.  The Select
statements vary within the where clause in the constant used against
the
date column.  The difference is 14400 seconds or 4 hours.  That is the
difference between us and GMT.

Our systems people are looking into time zone on the server, but I am
doubtful this is the problem.  However, I don't have a good culprit to
pursue.  Anyone seen this before or have a clue as to where to look to
resolve this.

Mark Whilden
MITRE Corp
[EMAIL PROTECTED]
(571)252-4023

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Re: Email Authentication failure error ARS 7.0.1

[Siti Hawa Bee SHAIK FARID]

Great to hear that. Call me Siti. 

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Jaffaree, Shamhoon
Sent: Tuesday, April 03, 2007 22:19
To: arslist@ARSLIST.ORG
Subject: Re: Email Authentication failure error ARS 7.0.1

 

Thanks Shaik, I figured out that the Email Server IP address was incorrect
and I changed it in the config form and restarted the email engine and it
started working.

 

Shamhoon Zenath Jaffaree

Remedy Application Architect

Tel. 609-520-5890

[EMAIL PROTECTED]

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Siti Hawa Bee SHAIK FARID
Sent: Tuesday, April 03, 2007 2:19 AM
To: arslist@ARSLIST.ORG
Subject: Re: Email Authentication failure error ARS 7.0.1

 

Hi Shamhoon,

I'm not an expert but i just would like to share with you what i had done.

I ever encountered this error message before. I had checked the
configuration in AR System Email mailbox Configuration.

 

1) Ensure status is enabled, password for the mailbox, IP address, Email
server type(SMTP) and server port(25) are all correct

2) As my AREmail installation i had installed it with a blank application
password, so i had also verified in the connection setting in admin tools.
Goto Server Information -> Connection setting and ensure the Application
Service Password is blank as well. 

3) Restart AR Email engine 

4) Test send by submitting a case in remedy and once saved verify if it went
to the email messages form. 

5) You can also try to start the aremail from C:\Program files/Ar
System/AREmail and click EmailStart.bat to check any messages. 

 

GooD Luck. 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Jaffaree, Shamhoon
Sent: Tuesday, April 03, 2007 02:41
To: arslist@ARSLIST.ORG
Subject: Email Authentication failure error ARS 7.0.1

** 

Hi,

 

Has anyone come across the following error for the AREmail, I tried to reset
the Email Server password on the Email Configuration form but still having
this issue

 

ARS 7.0.1

Oracle 10G

RedHat Linux 4.0

IBM J2RE 1.5

 

535 5.7.0 authentication failed

Apr 2, 2007 11:35:53 AM javax.mail.Service connect

SEVERE: null 

javax.mail.AuthenticationFailedException

  at javax.mail.Service.connect(Service.java:264)

  at
com.remedy.arsys.emaildaemon.SenderModule.openTransport(SenderModule.java:38
8)

  at
com.remedy.arsys.emaildaemon.SenderModule.doWork(SenderModule.java:185)

  at com.remedy.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:268)

  at java.lang.Thread.run(Thread.java:799)

Apr 2, 2007 11:35:53 AM com.sun.mail.smtp.SMTPTransport checkConnected

SEVERE: Not connected 

java.lang.IllegalStateException: Not connected

  at
com.sun.mail.smtp.SMTPTransport.checkConnected(SMTPTransport.java:1398)

  at com.sun.mail.smtp.SMTPTransport.sendMessage(SMTPTransport.java:489)

  at
com.remedy.arsys.emaildaemon.SenderModule.sendMessage(SenderModule.java:359)

  at
com.remedy.arsys.emaildaemon.SenderModule.doWork(SenderModule.java:211)

  at com.remedy.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:268)

  at java.lang.Thread.run(Thread.java:799)

 

Thanks

Shamhoon Zenath Jaffaree

 

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Re: Question: Fields in View

[Carey Matthew Black]

T,

I believe that the admin tool places the fields based on their
location in the current default view. So if you have this page holder
with a tab and the fields on the tab on an existing view then I would
suggest that you alter the "default view" (and likely save the form)
and then try to add the fields and the page holder to the second view.

If you have no views where these fields are already "placed" how you
like them, then you might opt to do the work programmatically with
either the Driver program or with a full API client.

--
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 4/3/07, T. Dee <[EMAIL PROTECTED]> wrote:

I don't think I worded my question correctly.  I know you can add fields to a
view and move them any where you want.

My problem is there are over 100 fields that I want to add to the view, but, I
want to have them added to a page holder called "admin".  When I add these
fields Remedy puts them all over the place and it is far too much work to find
the ones that I just added and then move ONLY them.  Yes, I know I can
highlight and/or select multiple fields at a time.

When I add these fields they are "NOT" all selected - which means I got
to find
each one that I just added, select them and move them.





> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
> Sent: Tuesday, April 03, 2007 12:55 PM
> To: arslist@ARSLIST.ORG
> Subject: Question: Fields in View
>
> I am running 6.03.00 (patch 20) - I have a bunch of fields not in the
> view.  I want to add them to the current view, but would like to control
> where they get added in the view - as far as I am aware this can not be
> done.  However, does someone have a work around or utility that may do
> this?
>
> Thanks!
>
> T.
>
> 
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Re: Incident Management 7.x Tasking system

[Christian Rom]

Everyone,
 
thank you for the replies.
 
I had actually downloaded the add-on recently when I got all the 7.0.2 files
but have not had a chance to install yet since I still need to get my apps
patched.
 
I am also a bit worried now after Christopher's comments about issues
affecting Change Tasking after that add-on is installed.
 
After checking the Install Guide and User Guide I am a bit surprised at the
level of admin activity involved in installing the add-on. It is certainly
not as simple as running setup.exe and requires changes to several forms. I
wonder how this will affect future upgrades.
 
Also, why did they not make it available for Problem Management as well. You
would think it would have been trivial to install to both IM and PM.
 
Why can't all ITSM apps (IM/PM/CM) share the same tasking system ?
 
Based on some of the comments, I am still a bit confused. Does this add-on
now bring the tasking system in IM on par with the one in CM ? Does it have
all the features ?
 
Someone said that you couldn't relate tasks to Incidents but isn't that the
whole point ? The documentation seems to indicate that you can.
 
Rgds,

Christian H. Rom
Schlumberger - Service Desk Engineering
 
 

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Re: ITSM 7.x Operational and Product Categories

[Christian Rom]

Roger,
 
thanks for the answer. Would you mind sharing some examples from your setup
(either offline or online) ?
 
Some people I talked to, mentioned that it would be easier to setup
assignment rules if you have Hardware at Tier 1 instead of Tier 2 or 3, at
least in the case where the same groups would take care of any hardware
issues.
 
Also, do you setup hardware in the same way as software, meaning you include
it in the Product Dictionary/DSL ? I am still confused by the two.
 
Wasn't there supposed to be a DHS (Definitive Hardware Store) in an updated
ITSM 7.xx in Q1/Q2 ?
 
Do you specify the coputer models in the Product Categories or rely on the
CI relationships ? If you specify the Product Name and Manufacturer for
hardware, like you do for apps, you must have all three tiers populated,
even, if you just put '- None -'
 
PS; Sorry if you receive this twice but the reply via the web still does not
seem to work, so I am replying via e-mail
 
Rgds,
 
Christian H. Rom
Schlumberger - Service Desk Engineering
 
 

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Re: Users typing Group names in drop-down lists

[Axton]

This was addressed in 7.x by automatically adding a (clear) option.  In case
you need ammunition to upgrade.

Axton Grams

On 4/3/07, Lawson, Dave <[EMAIL PROTECTED]> wrote:


** If you have a character field with an attached with an attached menu
and you change it from Edit to DropDown List this will
indeed stop users from typing into the field.

BUT

If the user wants to remove the contents from that field because he
entered data into the field in error or prematurely
you will have a problem. You will have to create a menu item call "clear"
and write an AL to Null  out the Field
if "clear" is selected.

This becomes a little more cumbersome if the menu is a search menu (it
queries another form to produce the menu items)

You won't be able to type into it from a search screen either, but that's
probably not a big deal.


Dave Lawson
(204) 474-4473
[EMAIL PROTECTED]

ARS 6.3

ITSM 4.0

Win2003

ORACLE 9i


 --
*From:* Action Request System discussion list(ARSList) [mailto:
[EMAIL PROTECTED] *On Behalf Of *ARSList
*Sent:* Tuesday, April 03, 2007 10:03 AM
*To:* arslist@ARSLIST.ORG
*Subject:* Re: Users typing Group names in drop-down lists

**

I thought it should be something simple.





 It always is, after you know.  J


Thank you!





Nick



Havin' Fun in Sacramento


 --

*From:* Action Request System discussion list(ARSList) [mailto:
[EMAIL PROTECTED] *On Behalf Of *Siti Hawa Bee SHAIK FARID
*Sent:* Monday, April 02, 2007 11:37 PM
*To:* arslist@ARSLIST.ORG
*Subject:* Re: Users typing Group names in drop-down lists



Hi Nick,



Go to the form-> select the field-> go to the properties-> ensure display
type is Drop-Down List instead of Edit.



Good luck.




 --

*From:* Action Request System discussion list(ARSList) [mailto:
[EMAIL PROTECTED] *On Behalf Of *ARSList
*Sent:* Tuesday, April 03, 2007 07:23
*To:* arslist@ARSLIST.ORG
*Subject:* Users typing Group names in drop-down lists



How can I prevent the users from typing in drop-down lists?



I have users who are typing in the Group name in the Group drop-down lists
in both HD and CHG tickets.



I have some tickets that have gone into limbo because the group doesn't
really exist (different capitol letters, and some other minor differences),
yet the system accepts the ticket.



Basically, if I can prevent the users from typing in the drop-down lists,
it would solve the problem.  If I can create some workflow, that would allow
the user to type in the correct name, but specify an error when they don't
type in the correct group name (or it doesn't send it to the correct name),
that would work too.





Thanks in advance.





Nick



Havin' Fun in Sacramento.











Nick  Hromyak

Information Technology Services Division

California Department of Health Services



Office: (916) 440-7158


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Re: ARERR [102] on display of AST:ComputerSystem record

[David Sanders]

Hi Dwayne

Are you using the 6.3 user tool to access a version 7 server?  I think you
will find that this error will go away if you use the correct version user
tool.

I'm not sure what causes this error, but I have seen it when I use the wrong
user tool version my mistake.

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 Dwayne Martin
Sent: Tuesday, April 03, 2007 10:03 PM
To: arslist@ARSLIST.ORG
Subject: ARERR [102] on display of AST:ComputerSystem record

Hello Everyone,

We have a customumized HelpDesk system plus the Asset
Management module.  We have copied the "Computing System" form
(AST:ComputerSystem) and its data from our old platform (ARS
6.3, HPUX-11 server) to the new (ARS 7.01, Linux server). To
display records we open "Manage Asset Information", pick Type
of "Computer System" and click "Search". This opens the
Computer System form.  If we click "Search" again it displays
a list of records.

In the new system, when we go from one record to another we
get a message that says, "ARERR [102] Name parameter (or name
field in a parameter) is empty." There are no errors in either
the Active Link or Filter logs. A search of the BMC Knowledge
Base didn't turn up any entries. The "Name" field has been
renamed to "ESN" in both the old system and the new, but we
don't get the error in the old system.

Any idea what this message means?

Dwayne Martin
Computing Support
James Madison University


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Re: Upgrade Failure - 5.01.02 to 6.03

[Susan Palmer]

In your ar.cfg file is the correct database SID showing.  I recently found
out that when the db created it he gave it the same name as the production
database so on dev he gave it an alias.  Worked fine on 5.1.2 but on
7.0.1P1it wanted the actual db name.  Once correct in the
ar.cfg file it came up fine.  This was Oracle 10g but maybe SQL has the same
issue.  Maybe the way 7.0.1P1 connects is an issue.  Oh and by the way,
while on v7.0 no patch it connected just fine.

I just loaded this patch a week ago and have nothing but little glitches all
over the place.  We're doing the production server on 4/14 and I'm nervous
about it.  I've never seen so many issues after an upgrade.

Susan


On 4/3/07, ARSList <[EMAIL PROTECTED]> wrote:


**

Can you connect to the DB via MS SQL Enterprise or QUERY utilities under
the ARAdmin and appropriate password?


 --

*From:* Action Request System discussion list(ARSList) [mailto:
[EMAIL PROTECTED] *On Behalf Of *Dunn, Eric
*Sent:* Tuesday, April 03, 2007 11:52 AM
*To:* arslist@ARSLIST.ORG
*Subject:* Re: Upgrade Failure - 5.01.02 to 6.03



No, I did not change the password. I went ahead and retyped in the
password to make sure with no luck.



*Eric W Dunn*

Programmer Analyst III - Remedy/Collaboration

(281)465-1265




 --

*From:* Action Request System discussion list(ARSList) [mailto:
[EMAIL PROTECTED] *On Behalf Of *L. J. Head
*Sent:* Tuesday, April 03, 2007 12:10 PM
*To:* arslist@ARSLIST.ORG
*Subject:* Re: Upgrade Failure - 5.01.02 to 6.03

**

did you set a password other than ar#admin# for your DB?  Change the
ARAdmin password in the DB to ar#admin# and see if Remedy can connect


 --

*From:* Action Request System discussion list(ARSList) [mailto:
[EMAIL PROTECTED] *On Behalf Of *Dunn, Eric
*Sent:* Tuesday, April 03, 2007 10:39 AM
*To:* arslist@ARSLIST.ORG
*Subject:* Upgrade Failure - 5.01.02 to 6.03

**

I have just completed a dry run on my development/test server of the
server upgrade 5.01.02 to 6.03.  I did not receive any error messages
during the upgrade and the server was rebooted after the upgrade.



I am running Windows 2003 server with SQL 2005.



I am not able to connect to the server via the admin tool or the client
tool.  ARERR [90] Cannot establish a network connection to the AR System
server



What did I forget?



Tue Apr 03 09:47:28 2007  390600 : Failure while trying to connect to the
SQL database.
Please ensure the SQL database is running or contact the Database
Administrator for help (ARERR 550)
Tue Apr 03 09:47:28 2007 Cannot open database "ARSystem" requested by
the login. The login failed. (SQL Server 4060)



Are the errors in the error log.



*Eric W. Dunn*

Programmer Analyst III - Remedy/Collaboration

McLeod USA, Inc. - Network Engineering

8665 New Trails Dr.

The Woodlands, TX 77381

(281)465-1265

(281)465-1951 *fax*





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Re: MS Sharepoint Integration

[Durrant, Michael M. - ITSD]

I can see a few different ways of doing it...
 
1) Direct SQL access to the Sharepoint database - I'm keeping this as a
last resort
2) SOAP access to Sharepoint - while it sounds nice, implementing the
conversation in Remedy could be tricky
3) Run-Process through an .EXE - Almost the same as #1, except you could
code easy-to-use parameters in the exe
 
I'm working on a proof-of-concept for #3 and I'm still putting the
Sharepoint fundamentals together - I probably won't have time to code
and test it until the week of 4/22-4/28.  I'll post my results to the
list.
 
As far as displaying Broadcasts (Bulletins?), we wrote a JSP module that
we include on our Remedy login page that pulls the bulletin board
entries directly from SQL.  I can send you the code if you like.
 
Michael Durrant

Share what you know.  Learn what you don't.

 

 




From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn
Sent: Friday, March 30, 2007 11:49 AM
To: arslist@ARSLIST.ORG
Subject: Re: MS Sharepoint Integration


** 
I'm looking into this too.  One of the things I'd like to do is have a
web part that lists the open work for the person logged in, plus be able
to put Broadcasts on the front page of our intranet so end-users can see
statuses on big issues and such.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Durrant, Michael M. - ITSD
Sent: Friday, March 30, 2007 12:32 PM
To: arslist@ARSLIST.ORG
Subject: MS Sharepoint Integration


** 
Has anyone done any integration with ARS/Sharepoint?  I'm still
in the pre-conceptual stages so any feedback is useful at this point.
 
Thanks in advance,
 
Michael Durrant
IT Systems Integration Analyst
Division of Information Technology
Idaho Department of Health and Welfare
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Re: Users typing Group names in drop-down lists

[Shellman, David]

7.x client includes a (clear) choice for these types of menus. No need
to add anything.  It wasn't available on the 6.x clients.
 
But then you have the issue with MS Office if Crystal Reports portion of
client is installed with 7.0.1 client.
 
Dave



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of ARSList
Sent: Tuesday, April 03, 2007 4:51 PM
To: arslist@ARSLIST.ORG
Subject: Re: Users typing Group names in drop-down lists


** 

Dave wrote -- "If the user wants to remove the contents from that field
because he entered data into the field in error or prematurely

you will have a problem."

 

Yep that's a problem.  I will have to test. 

Thanks for the heads up.

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Lawson, Dave
Sent: Tuesday, April 03, 2007 12:27 PM
To: arslist@ARSLIST.ORG
Subject: Re: Users typing Group names in drop-down lists

 

If you have a character field with an attached with an attached menu and
you change it from Edit to DropDown List this will

indeed stop users from typing into the field.

 

BUT

 

If the user wants to remove the contents from that field because he
entered data into the field in error or prematurely

you will have a problem. You will have to create a menu item call
"clear" and write an AL to Null  out the Field 

if "clear" is selected.

 

This becomes a little more cumbersome if the menu is a search menu (it
queries another form to produce the menu items)

 

You won't be able to type into it from a search screen either, but
that's probably not a big deal. 

 

Dave Lawson 
(204) 474-4473 
[EMAIL PROTECTED] 

ARS 6.3

ITSM 4.0

Win2003

ORACLE 9i

 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of ARSList
Sent: Tuesday, April 03, 2007 10:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: Users typing Group names in drop-down lists

** 

I thought it should be something simple. 

 

 

 It always is, after you know.  :-)


Thank you!

 

 

Nick

 

Havin' Fun in Sacramento

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Siti Hawa Bee SHAIK FARID
Sent: Monday, April 02, 2007 11:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: Users typing Group names in drop-down lists

 

Hi Nick,

 

Go to the form-> select the field-> go to the properties-> ensure
display type is Drop-Down List instead of Edit. 

 

Good luck. 

 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of ARSList
Sent: Tuesday, April 03, 2007 07:23
To: arslist@ARSLIST.ORG
Subject: Users typing Group names in drop-down lists

 

How can I prevent the users from typing in drop-down lists?

 

I have users who are typing in the Group name in the Group drop-down
lists in both HD and CHG tickets.

 

I have some tickets that have gone into limbo because the group doesn't
really exist (different capitol letters, and some other minor
differences), yet the system accepts the ticket.

 

Basically, if I can prevent the users from typing in the drop-down
lists, it would solve the problem.  If I can create some workflow, that
would allow the user to type in the correct name, but specify an error
when they don't type in the correct group name (or it doesn't send it to
the correct name), that would work too.

 

 

Thanks in advance.

 

 

Nick

 

Havin' Fun in Sacramento.

 

 

 

 

 

Nick  Hromyak

Information Technology Services Division

California Department of Health Services

 

Office: (916) 440-7158

 

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ARERR [102] on display of AST:ComputerSystem record

[Dwayne Martin]

Hello Everyone,

We have a customumized HelpDesk system plus the Asset
Management module.  We have copied the "Computing System" form
(AST:ComputerSystem) and its data from our old platform (ARS
6.3, HPUX-11 server) to the new (ARS 7.01, Linux server). To
display records we open "Manage Asset Information", pick Type
of "Computer System" and click "Search". This opens the
Computer System form.  If we click "Search" again it displays
a list of records.

In the new system, when we go from one record to another we
get a message that says, "ARERR [102] Name parameter (or name
field in a parameter) is empty." There are no errors in either
the Active Link or Filter logs. A search of the BMC Knowledge
Base didn't turn up any entries. The "Name" field has been
renamed to "ESN" in both the old system and the new, but we
don't get the error in the old system.

Any idea what this message means?

Dwayne Martin
Computing Support
James Madison University

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Re: Incident Management 7.x Tasking system

[Roger Justice]

I agree that the Templates are limited and will not provide you the ability to 
add a task to the Incident. I thought you were asking if you could create Task 
templates for Incidents. 
 
-Original Message-
From: [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Tue, 3 Apr 2007 4:21 PM
Subject: Re: Incident Management 7.x Tasking system


** 
It is already available from the Remedy web site.
 
One note though it is not integrated with Incident Templates.
 
Terry
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Christian Rom
Sent: Tuesday, April 03, 2007 2:53 PM
To: arslist@ARSLIST.ORG
Subject: Incident Management 7.x Tasking system


** 
Has anyone heard any updates on the supposedly coming updated tasking system 
for IM/PM ?
 
It is my understanding that it will be more like the tasking in CM with 
improved task groups, templates and enforcement of order, etc.
 
Will this be in ITSM/IM 7.1 or one of the 7.0.x releases ?
 
I thought it would be out by the end of Q1/2007.
 
Rgds,
 
Christian H. Rom
Schlumberger - Service Desk Engineering
 
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Re: Upgrade Failure - 5.01.02 to 6.03

[ARSList]

Can you connect to the DB via MS SQL Enterprise or QUERY utilities under
the ARAdmin and appropriate password?

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Dunn, Eric
Sent: Tuesday, April 03, 2007 11:52 AM
To: arslist@ARSLIST.ORG
Subject: Re: Upgrade Failure - 5.01.02 to 6.03

 

No, I did not change the password. I went ahead and retyped in the
password to make sure with no luck.

 

Eric W Dunn

Programmer Analyst III - Remedy/Collaboration

(281)465-1265

 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of L. J. Head
Sent: Tuesday, April 03, 2007 12:10 PM
To: arslist@ARSLIST.ORG
Subject: Re: Upgrade Failure - 5.01.02 to 6.03

** 

did you set a password other than ar#admin# for your DB?  Change the
ARAdmin password in the DB to ar#admin# and see if Remedy can connect

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Dunn, Eric
Sent: Tuesday, April 03, 2007 10:39 AM
To: arslist@ARSLIST.ORG
Subject: Upgrade Failure - 5.01.02 to 6.03

** 

I have just completed a dry run on my development/test server of the
server upgrade 5.01.02 to 6.03.  I did not receive any error messages
during the upgrade and the server was rebooted after the upgrade. 

 

I am running Windows 2003 server with SQL 2005.

 

I am not able to connect to the server via the admin tool or the client
tool.  ARERR [90] Cannot establish a network connection to the AR System
server 

 

What did I forget? 

 

Tue Apr 03 09:47:28 2007  390600 : Failure while trying to connect to
the SQL database.
Please ensure the SQL database is running or contact the Database
Administrator for help (ARERR 550)
Tue Apr 03 09:47:28 2007 Cannot open database "ARSystem" requested
by the login. The login failed. (SQL Server 4060)

 

Are the errors in the error log.

 

Eric W. Dunn

Programmer Analyst III - Remedy/Collaboration

McLeod USA, Inc. - Network Engineering

8665 New Trails Dr.

The Woodlands, TX 77381

(281)465-1265

(281)465-1951 fax

 





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Re: .Net Server Login issue(Resolved)

[Bill H]

Thanks for all your help Appajee and Stephen.  At Appajee's suggestion, I ran 
Depends.exe (http://www.dependencywalker.com/) on arcni.dll and found a missing 
dll (dwmapi.dll).  Once I got that dll and put it in place,  the problem went 
away.  I have no idea why I was missing that dll.  

Bill

  - Original Message - 
  From: Papolu, Appajee 
  Newsgroups: public.remedy.arsystem.general
  To: arslist@ARSLIST.ORG 
  Sent: Tuesday, April 03, 2007 9:33 AM
  Subject: Re: .Net Server Login issue


  ** 
   

  Msjava.dll is not truly needed, but for some reason .NET assemblies (or, 
their unmanaged components, if any, underneath) look for this file as their 
dependency, (I believe) when used in web apps(?). I believe this file isn't 
supplied by vendor any more. A suggested workaround I found to by googling a 
bit - is to simply place a 0 byte file with this name in your distribution. It 
works just fine. For Bill's problem, this 0 byte file isn't the culprit.  As I 
wrote in another note to Bill, I suspect it is still related to some missing 
file or not having them in DLL search path. 

  Regards

  Appajee Papolu 


--

  From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
PROTECTED] On Behalf Of Heider, Stephen
  Sent: Tuesday, April 03, 2007 4:42 AM
  To: arslist@ARSLIST.ORG
  Subject: Re: .Net Server Login issue

   

  Zero bytes here.  Same version of the API.

   

  Stephen

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Re: Users typing Group names in drop-down lists

[ARSList]

Dave wrote -- "If the user wants to remove the contents from that field
because he entered data into the field in error or prematurely

you will have a problem."

 

Yep that's a problem.  I will have to test. 

Thanks for the heads up.

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Lawson, Dave
Sent: Tuesday, April 03, 2007 12:27 PM
To: arslist@ARSLIST.ORG
Subject: Re: Users typing Group names in drop-down lists

 

If you have a character field with an attached with an attached menu and
you change it from Edit to DropDown List this will

indeed stop users from typing into the field.

 

BUT

 

If the user wants to remove the contents from that field because he
entered data into the field in error or prematurely

you will have a problem. You will have to create a menu item call
"clear" and write an AL to Null  out the Field 

if "clear" is selected.

 

This becomes a little more cumbersome if the menu is a search menu (it
queries another form to produce the menu items)

 

You won't be able to type into it from a search screen either, but
that's probably not a big deal. 

 

Dave Lawson 
(204) 474-4473 
[EMAIL PROTECTED] 

ARS 6.3

ITSM 4.0

Win2003

ORACLE 9i

 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of ARSList
Sent: Tuesday, April 03, 2007 10:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: Users typing Group names in drop-down lists

** 

I thought it should be something simple. 

 

 

 It always is, after you know.  :-)


Thank you!

 

 

Nick

 

Havin' Fun in Sacramento

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Siti Hawa Bee SHAIK FARID
Sent: Monday, April 02, 2007 11:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: Users typing Group names in drop-down lists

 

Hi Nick,

 

Go to the form-> select the field-> go to the properties-> ensure
display type is Drop-Down List instead of Edit. 

 

Good luck. 

 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of ARSList
Sent: Tuesday, April 03, 2007 07:23
To: arslist@ARSLIST.ORG
Subject: Users typing Group names in drop-down lists

 

How can I prevent the users from typing in drop-down lists?

 

I have users who are typing in the Group name in the Group drop-down
lists in both HD and CHG tickets.

 

I have some tickets that have gone into limbo because the group doesn't
really exist (different capitol letters, and some other minor
differences), yet the system accepts the ticket.

 

Basically, if I can prevent the users from typing in the drop-down
lists, it would solve the problem.  If I can create some workflow, that
would allow the user to type in the correct name, but specify an error
when they don't type in the correct group name (or it doesn't send it to
the correct name), that would work too.

 

 

Thanks in advance.

 

 

Nick

 

Havin' Fun in Sacramento.

 

 

 

 

 

Nick  Hromyak

Information Technology Services Division

California Department of Health Services

 

Office: (916) 440-7158

 

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Re: ITSM 7.x Operational and Product Categories

[Roger Justice]

I have found the new categorizations easier to work with for 2 reasons.
1. The client I am working with was able to understand the reversal of the 
tiers to provide tier one as the action word. They also appreciate not being 
required to enter all 3 tiers. The now have 12 Categorizations for the user to 
select from and 3 entries in each Add/Change/Fix.
2. Since all 3 tiers are not required in the Product catalog the ability to not 
have to be required to use all 3 again is beneficial.
 
If you implement the purchasing module then all 3 fields are required to 
provide the manufaturer that is a required field on the Line Item entry form.
 
 
-Original Message-
From: [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Tue, 3 Apr 2007 4:07 PM
Subject: ITSM 7.x Operational and Product Categories


** 

 
Everyone,
 
it has been a couple months since I have seen anything on this thread and I was 
wondering if more people have had a chance to think about it and perhaps create 
some sandbox environments or even roll it out to production.
 
BMC's documentation and (meager) sample data are not of much help and I have 
not been able to get anything useful or 'Best Practice' from their support nor 
professional services.
 
I understand that this is a new product and there is probably not much of a 
'best practice' yet since not many companies have rolled this out to production 
yet, but you would think that whoever throught of changing the three-level CTIs 
to a split Operational and Product Categories would have thought about this for 
a long time and in much detail.
 
Here is what the manual states:

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 are typically used to classify a configuration item, an incident, a 
problem, or a change request.

 
Product Categories seem to be pretty straight forward, although I am still in 
doubt about having services in the Product Categories. When would you log a 
ticket against a service instead of the application or hardware it is running 
on. I can see where you would log a Problem or Change against a service but 
probably not an Incident, unless when a user calls the helpdesk and reports 
that 'e-mail is down' the intial categorization would be against the service 
and the solution categorization against the application or hardware, but you 
would think that initial troubleshooting would let the helpdesk agent decide 
whether it was the application, hardware or network.
 
What most people including myself seem to struggle with are the Operational 
Categories. Is anyone actually following the BMC example that comes with the 
default install ?
 
Add -> User -> Account
Failure -> Application
 
After talking with several people it would seem that this could/should be 
turned upside down, especially when considering auto-assignment rules.
 
Hardware -> Computer -> Failure
Software -> Application -> Failure
Software -> Application -> Install/Add
 
Of course in this case, there would be some duplication between the Operational 
and Product Categories:
 
OpCat: Hardware -> Computer -> Failure
ProdCat: Hardware -> Laptop -> - None - -> PowerEdge
 
I also don't have much use for three tiers in Product Categories since there 
are some limitations imposed by the Product Name and Version fields. When 
looking at the Product Dictionary/DSL entries it does not seem to make a lot of 
sense to use
 
Software -> Application -> Third Party -> Microsoft Outlook
Hardware -> Personal Computer -> Desktop -. PC1
 
Why use Third Party of Desktop ? Just for having three tiers filled in ?
 
Also, where do you place hardware components ? If you place them under the 
Product Categories, they would need to loaded several times over if you are 
using Product Name for hardware.
 
Example: Every laptop/desktop/server has a modem, NIC, HD, etc.
If you use Hardware -> Laptop -> Modem -> PowerEdge, you would need to have a 
Modem entry/record for every model of PowerEdge (20+) and laptop/desktop/etc., 
meaning that you would have to load 60-100 entries just for modem.
 
The other option would be to include the components/peripherals in the 
Operational Categories.
 
OpCat: Component -> Modem -> Failure
   Peripheral -> Keyboard -> Failure
ProdCat: Hardware -> Laptop -> - None - -> PowerEdge
 
I am sure many of you have had countless sleepless nights over this and would 
appreciate any feedback. Hopefully, we can create a 'best practice' by working 
together on this.
 
Rgds,
 
Christian H. Rom
Schlumberger - Service Desk Engineering
 
 
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Re: Incident Management 7.x Tasking system

[strauss]

This was released as the Incident Management Task Template Add-On in
January 2007 (files are mostly dated Dec 2006), and it adds the
capabilities seen in Change Management to Incident Management (not
Problem Management). Unfortunately the current distribution "breaks"
task template editing in Change Management with a few poorly implemented
menus, and while there is a work-around, this has not been fixed yet.

Christopher Strauss, Ph.D.
Remedy Database Administrator
University of North Texas Computing Center
http://remedy.unt.edu/helpdesk/  

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Christian Rom
Sent: Tuesday, April 03, 2007 1:53 PM
To: arslist@ARSLIST.ORG
Subject: Incident Management 7.x Tasking system



** 
Has anyone heard any updates on the supposedly coming updated tasking
system for IM/PM ?
 
It is my understanding that it will be more like the tasking in CM with
improved task groups, templates and enforcement of order, etc.
 
Will this be in ITSM/IM 7.1 or one of the 7.0.x releases ?
 
I thought it would be out by the end of Q1/2007.
 
Rgds,
 
Christian H. Rom
Schlumberger - Service Desk Engineering
 
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Re: Upgrade Failure - 5.01.02 to 6.03

[GRogers]

Eric,

Is SQL 2005 supported for 6.03? I didn't think it was.

However,

I just went through several upgrades with a customer from 5.1.2 to 6.03 on 
several boxes, but this was under SQL 2000. But, I did do the same steps listed 
below when I took them from 6.0.3 to 7.0.1 with SQL 2005. I'm not sure of the 
order that everything was installed in your environment, but the procedure 
listed below has worked successfully for me, time and time again. Based on not 
knowing the steps that you have taken to get to this point, this would be my 
recommendation to follow if the ARSystem DB will even run on SQL 2005.

1) Start with SQL 2000 on the Dev Box.
2) Restore a good 5.1.2 2000 backup to it - Run the scripts "tfserver" etc. to 
remove server references, the command to change ownership of all forms / views 
to dbo, and then change the dbowner to ARAdmin.
3) Run the 6.0.3 (NO PATCH) Server install against the SQL 2000 DB.
4) Validate successful implementation by logging into the User Tool.
5) Backup ARSystem DB.
6) Uninstall SQL 2000
7) Install SQL 2005
8) Change dbowner back to ARAdmin - You might have to add that login first in 
the SQL 2005 Manager (I did).
9) Make sure you reboot your App Server before continuing - (There is a problem 
with the installer that I have been able to repeat. If you keep running the 
installers, something gets jacked up with the Portmap.exe. It is almost as 
though too many registry entries get created (not uninstalled / re-installed). 
If I reboot after running the installer twice, I will get an Explorer message 
upon reboot about the Portmap.exe dying. This will cause the Server to go out 
to lunch because it can't find the correct port mapper entry to use. Just FYI! 
- I have been able to reproduce this problem numerous times).
10) Run the 6.0.3 Patch 21 Server Install against  the SQL 2005 DB
11) Validate successful implementation by logging into the User Tool.

Thanks,

G. Rogers

  - Original Message - 
  From: Dunn, Eric 
  Newsgroups: public.remedy.arsystem.general
  To: arslist@ARSLIST.ORG 
  Sent: Tuesday, April 03, 2007 11:52 AM
  Subject: Re: Upgrade Failure - 5.01.02 to 6.03


  ** 
  Yes, the ARAdmin is still the database owner. 

  Eric W Dunn
  Programmer Analyst III - Remedy/Collaboration
  (281)465-1265




--
  From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CG/SCWOE
  Sent: Tuesday, April 03, 2007 12:24 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: Upgrade Failure - 5.01.02 to 6.03


  ** 
  Does the ARAdmin account still own the ARSystem database?

   

   


--

  From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
PROTECTED] On Behalf Of Dunn, Eric
  Sent: Tuesday, April 03, 2007 11:39 AM
  To: arslist@ARSLIST.ORG
  Subject: Upgrade Failure - 5.01.02 to 6.03

   

  I have just completed a dry run on my development/test server of the server 
upgrade 5.01.02 to 6.03.  I did not receive any error messages during the 
upgrade and the server was rebooted after the upgrade. 

   

  I am running Windows 2003 server with SQL 2005.

   

  I am not able to connect to the server via the admin tool or the client tool. 
 ARERR [90] Cannot establish a network connection to the AR System server 

   

  What did I forget? 

   

  Tue Apr 03 09:47:28 2007  390600 : Failure while trying to connect to the SQL 
database.
  Please ensure the SQL database is running or contact the Database 
Administrator for help (ARERR 550)
  Tue Apr 03 09:47:28 2007 Cannot open database "ARSystem" requested by the 
login. The login failed. (SQL Server 4060)

   

  Are the errors in the error log.

   

  Eric W. Dunn

  Programmer Analyst III - Remedy/Collaboration

  McLeod USA, Inc. - Network Engineering

  8665 New Trails Dr.

  The Woodlands, TX 77381

  (281)465-1265

  (281)465-1951 fax

   





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Re: Incident Management 7.x Tasking system

[Terry Bootsma]

MessageIt is already available from the Remedy web site.

One note though it is not integrated with Incident Templates.

Terry
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Christian Rom
  Sent: Tuesday, April 03, 2007 2:53 PM
  To: arslist@ARSLIST.ORG
  Subject: Incident Management 7.x Tasking system


  **
  Has anyone heard any updates on the supposedly coming updated tasking
system for IM/PM ?

  It is my understanding that it will be more like the tasking in CM with
improved task groups, templates and enforcement of order, etc.

  Will this be in ITSM/IM 7.1 or one of the 7.0.x releases ?

  I thought it would be out by the end of Q1/2007.

  Rgds,

  Christian H. Rom
  Schlumberger - Service Desk Engineering

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Re: Execute active link or filter of specific time of the day

[L. J. Head]

There are a few different ways to do thisyou could either do a
$TIMESTAMP$ - $DATE$ and check to see if it is < 21600 or > 64800this
would tell that timestamp is earlier than 6AM or after 6PMor I think the
better way would be to use Business Time Add to add 0 seconds to
$TIMESTAMP$...if $TIMESAMP$ and the output != eachother then now is outside
business hoursyou setup a Business time Holiday and Workday record to
specify your business hours and it makes it data driven and also includes
non business days...not just 'after hours'

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rocky -
Sent: Tuesday, April 03, 2007 12:05 PM
To: arslist@ARSLIST.ORG
Subject: Execute active link or filter of specific time of the day

Can anyone help me create an active link or filter to execute after 6pm...
Basically I have hidden check box that needs to be set as checked if the
arrival time is between 6pm - 6am the next day.
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day-tf3520071.html#a9821541
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ITSM 7.x Operational and Product Categories

[Christian Rom]

 
Everyone,
 
it has been a couple months since I have seen anything on this thread and I
was wondering if more people have had a chance to think about it and perhaps
create some sandbox environments or even roll it out to production.
 
BMC's documentation and (meager) sample data are not of much help and I have
not been able to get anything useful or 'Best Practice' from their support
nor professional services.
 
I understand that this is a new product and there is probably not much of a
'best practice' yet since not many companies have rolled this out to
production yet, but you would think that whoever throught of changing the
three-level CTIs to a split Operational and Product Categories would have
thought about this for a long time and in much detail.
 
Here is what the manual states:

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 are typically used to classify a configuration item, an incident, a
problem, or a change request.

 
Product Categories seem to be pretty straight forward, although I am still
in doubt about having services in the Product Categories. When would you log
a ticket against a service instead of the application or hardware it is
running on. I can see where you would log a Problem or Change against a
service but probably not an Incident, unless when a user calls the helpdesk
and reports that 'e-mail is down' the intial categorization would be against
the service and the solution categorization against the application or
hardware, but you would think that initial troubleshooting would let the
helpdesk agent decide whether it was the application, hardware or network.
 
What most people including myself seem to struggle with are the Operational
Categories. Is anyone actually following the BMC example that comes with the
default install ?
 
Add -> User -> Account
Failure -> Application
 
After talking with several people it would seem that this could/should be
turned upside down, especially when considering auto-assignment rules.
 
Hardware -> Computer -> Failure
Software -> Application -> Failure
Software -> Application -> Install/Add
 
Of course in this case, there would be some duplication between the
Operational and Product Categories:
 
OpCat: Hardware -> Computer -> Failure
ProdCat: Hardware -> Laptop -> - None - -> PowerEdge
 
I also don't have much use for three tiers in Product Categories since there
are some limitations imposed by the Product Name and Version fields. When
looking at the Product Dictionary/DSL entries it does not seem to make a lot
of sense to use
 
Software -> Application -> Third Party -> Microsoft Outlook
Hardware -> Personal Computer -> Desktop -. PC1
 
Why use Third Party of Desktop ? Just for having three tiers filled in ?
 
Also, where do you place hardware components ? If you place them under the
Product Categories, they would need to loaded several times over if you are
using Product Name for hardware.
 
Example: Every laptop/desktop/server has a modem, NIC, HD, etc.
If you use Hardware -> Laptop -> Modem -> PowerEdge, you would need to have
a Modem entry/record for every model of PowerEdge (20+) and
laptop/desktop/etc., meaning that you would have to load 60-100 entries just
for modem.
 
The other option would be to include the components/peripherals in the
Operational Categories.
 
OpCat: Component -> Modem -> Failure
   Peripheral -> Keyboard -> Failure
ProdCat: Hardware -> Laptop -> - None - -> PowerEdge
 
I am sure many of you have had countless sleepless nights over this and
would appreciate any feedback. Hopefully, we can create a 'best practice' by
working together on this.
 
Rgds,
 
Christian H. Rom
Schlumberger - Service Desk Engineering
 
 

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Re: Incident Management 7.x Tasking system

[Roger Justice]

It was included in an Incident Management Patch. I have been working with it 
for a couple of months and it includes everything you have listed. 
 
-Original Message-
From: [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Tue, 3 Apr 2007 2:52 PM
Subject: Incident Management 7.x Tasking system


** 
Has anyone heard any updates on the supposedly coming updated tasking system 
for IM/PM ?
 
It is my understanding that it will be more like the tasking in CM with 
improved task groups, templates and enforcement of order, etc.
 
Will this be in ITSM/IM 7.1 or one of the 7.0.x releases ?
 
I thought it would be out by the end of Q1/2007.
 
Rgds,
 
Christian H. Rom
Schlumberger - Service Desk Engineering
 
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Re: Email Engine question for 4.x

[Grooms, Frederick W]

If I remember .
 
I believe that the 4.x used whatever the email client on the server was
set up for.I think we set up Outlook 98 on the profile and the
Remedy mail proces used that to send the emails out thru SMTP.
 
Fred



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr
OC-ALC/ITMA
Sent: Tuesday, April 03, 2007 12:53 PM
To: arslist@ARSLIST.ORG
Subject: Email Engine question for 4.x


** 

We have a 4.x remedy system running on a windows platform that can not
be upgraded at this time.

 

Unfortunately, our mail gateway that we are using MAPI to send messages
through is going away, and there will only be an SMTP version available.
Our AR System Email Mailbox Configuration form doesn't specify an option
for MAPI.

 

I was thinking that 5.x gave the ability to use SMTP to send emails. Has
anyone tried running a 5.x email engine on a 4.x remedy server? We are
going to lose all email abilities with our system in a few weeks if this
cannot be resolved.

 

Any help will be greatly appreciated.

 

Thanks! 

 

 


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FTE Remedy Developer position - Alpharetta Georgia

[Covert, Jack]

Hi all, I have a position available for an FTE Remedy Developer in
Alpharetta Georgia.  Looking for somebody w/ ITSM experience (especially
version 7).  Email me offline if you're interested and I'll give you
more information.

 

Jack


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Respuesta automatica de Ruben Arellano

[Ruben Arellano]

Entre el 03 y el 08 de Abril, ambos inclusive estaremos en Asueto motivado a la 
Semana Santa, Saludos

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Crystal Viewer Issues (Embedded as part of the User Tool 7.0.1)

[GRogers]

I have looked through all my list archives and through the entire knowledge 
base and can't find anything related to what I am experiencing right now. Here 
is the scenario. My customer is running AR 7.0.1 Patch 1 with SQL 2005. From a 
regular form, the user selects Print Report and a Dialog form opens up. They 
make their menu selection which invokes the Open Window Active Link that 
performs the report function (Crystal report - from Report form), then the 
Crystal Viewer opens the Report which automatically goes to the background 
behind any and all Dialog forms and is inaccessible. Yes I know, I can close 
the Dialog form and access the Report, but this is not the functionality that 
the customer wants. They want to be able to view the contents of this report 
before continuing on with making additional selections, Yes, No, etc.. on the 
Dialog box, as they have been doing in the past.  This is the issue that I am 
seeing. The Crystal Viewer in the 7.0.1 User Tool is embedded as part of the 
Client, almost acting the same as a form.

If I login to a 6.3 User Tool against this 7.0.1 Server, the Crystal Viewer is 
independent of the User Tool, so I can do what I want with the report outside 
of the User Tool.

Has anyone experienced this same behavior? Is there anyway, to make the Viewer 
independent of the User Tool like it was in 6.3? What's the deal? Is BMC aware 
of this change in functionality? Is there a setting I am not aware of to make 
the Viewer open independently? 

Thanks,

G. Rogers

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Re: Execute active link or filter of specific time of the day

[Mike White]

If driven by time-of-day, you'll want to use an Escalation, not Active Link
or Filter.  You set time or interval and use Run If to define record
selection.  The Escalation can update fields (Set Fields or Push Fields),
which of course could trigger Filters.

Mike White
Office:  813-978-2192
E-mail:  [EMAIL PROTECTED]



   
  "Rocky -" 
   
  <[EMAIL PROTECTED]To:   arslist@ARSLIST.ORG   

  .GOV>cc:  
   
  Sent by: "Action Subject:  Execute active link or 
filter of specific time of the day 
  Request System
   
  discussion
   
  list(ARSList)"
   
  <[EMAIL PROTECTED]

  ORG>  
   

   

   
  04/03/2007 14:05  
   
  Please respond to 
   
  arslist   
   

   

   




Can anyone help me create an active link or filter to execute after 6pm...
Basically I have hidden check box that needs to be set as checked if the
arrival time is between 6pm - 6am the next day.
--
View this message in context:
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Sent from the ARS (Action Request System) mailing list archive at
Nabble.com.

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Re: Copy-To-New Run Process function

[Frank Caruso]

I think it is saying torun all active links that would run on Copy To New?
Do you have any active links that run on Copy To New?

On 4/3/07, Bob Rowe <[EMAIL PROTECTED]> wrote:


** Okay, I have occasion to use the PERFORM-ACTION-ACTIVE-LINK 131072 Run
Process function and am having trouble making it work. On this occasion, we
do want to run the workflow associated with sumitting all the new records.

However: I have the comman in an AL and though the log shows the process
working, nothing happens. The basic guide in the Workflow Extras section
says, using Modify as an example: "The active links fire, but no modify is
actually performed." It appears that this is also the case with the
copy-to-new functionality.

Is that true? I run 131072 and nothing happens, and that's correct?? What
am I missing?

Thanks.

--
Bob Rowe, Remedy Action Request System Development and Administration
 [EMAIL PROTECTED]
"The golden rule is to test everything in the light of reason and
experience, no matter from where it comes."
Mohandas K. Gandhi
__20060125___This posting was submitted with HTML in
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--
Frank Caruso
Specific Integration, Inc.
Senior Remedy Engineer, ITIL Foundation Certified
www.specificintegration.com
703-376-1249

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Re: Execute active link or filter of specific time of the day

[Susan Palmer]

You probably would want to use an Escalation, which is similar to a filter
but you can set fire time.

Susan


On 4/3/07, Rocky - <[EMAIL PROTECTED]> wrote:


Can anyone help me create an active link or filter to execute after 6pm...
Basically I have hidden check box that needs to be set as checked if the
arrival time is between 6pm - 6am the next day.
--
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Sent from the ARS (Action Request System) mailing list archive at
Nabble.com.


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Re: Users typing Group names in drop-down lists

[Lawson, Dave]

If you have a character field with an attached with an attached menu and
you change it from Edit to DropDown List this will
indeed stop users from typing into the field.
 
BUT
 
If the user wants to remove the contents from that field because he
entered data into the field in error or prematurely
you will have a problem. You will have to create a menu item call
"clear" and write an AL to Null  out the Field 
if "clear" is selected.
 
This becomes a little more cumbersome if the menu is a search menu (it
queries another form to produce the menu items)
 
You won't be able to type into it from a search screen either, but
that's probably not a big deal. 
 

Dave Lawson 
(204) 474-4473 
[EMAIL PROTECTED] 

ARS 6.3

ITSM 4.0

Win2003

ORACLE 9i

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of ARSList
Sent: Tuesday, April 03, 2007 10:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: Users typing Group names in drop-down lists


** 

I thought it should be something simple. 

 

 

 It always is, after you know.  :-)


Thank you!

 

 

Nick

 

Havin' Fun in Sacramento

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Siti Hawa Bee SHAIK FARID
Sent: Monday, April 02, 2007 11:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: Users typing Group names in drop-down lists

 

Hi Nick,

 

Go to the form-> select the field-> go to the properties-> ensure
display type is Drop-Down List instead of Edit. 

 

Good luck. 

 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of ARSList
Sent: Tuesday, April 03, 2007 07:23
To: arslist@ARSLIST.ORG
Subject: Users typing Group names in drop-down lists

 

How can I prevent the users from typing in drop-down lists?

 

I have users who are typing in the Group name in the Group drop-down
lists in both HD and CHG tickets.

 

I have some tickets that have gone into limbo because the group doesn't
really exist (different capitol letters, and some other minor
differences), yet the system accepts the ticket.

 

Basically, if I can prevent the users from typing in the drop-down
lists, it would solve the problem.  If I can create some workflow, that
would allow the user to type in the correct name, but specify an error
when they don't type in the correct group name (or it doesn't send it to
the correct name), that would work too.

 

 

Thanks in advance.

 

 

Nick

 

Havin' Fun in Sacramento.

 

 

 

 

 

Nick  Hromyak

Information Technology Services Division

California Department of Health Services

 

Office: (916) 440-7158

 

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Re: ARS Report Creator's time problem on queries

[Davis, David CTR NAVSURFWARCENDIV Crane, Code 0552]

Hello Mark and Kelly,

We are experiencing the same problem with our installation of Remedy ARS
6.3 running MidTeir 6.3.  Our database is SQL2000.  The only difference
is that we are showing a 5 hour discrepancy.  This is explainable due to
the fact that our Remedy server is running in the Central Standard Time.

We have a BMC Support ticket on this problem and BMC Support stated it
was unlikely that it would be fixed in Version 6.3 and suggested that we
upgrade to MidTier 7.0.1.  As you mentioned before, this problem only
effects users running reports from the MidTier that are in different
time zones (e.g. User in EST while server is in CST).  What time zones
are your users and MidTier in? Our problem occurs while our users are in
EST and our MidTier is in CST.

Thank You for Your Posting,
Dave Davis 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kelly Heikkila
Sent: Tuesday, April 03, 2007 11:33
To: arslist@ARSLIST.ORG
Subject: Re: ARS Report Creator's time problem on queries

We have the same issue when running reports.  This started happening at
a client site after the time zone patch was installed (we believe--or
agents were paying more attention, as you mentioned).  This has not yet
been resolved that I am aware of.

ARS 6.3
Oracle

Kelly Heikkila
Kinetic Data

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED]
Sent: Tuesday, April 03, 2007 10:42 AM
To: arslist@ARSLIST.ORG
Cc: Whilden, Mark D.
Subject: ARS Report Creator's time problem on queries


Listers,
After we applied the Daylight Saving time patches, we started to pay
more attention to time zone issues.  Note, I don't think the DST patch
caused this, but caused us to look into time fields more closely.  We
found that for report run from Report Creator form, any queries against
date fields weren't adjusted for difference between our zone (EST) and
GMT.  The Report Creator form is used for running Crystal Reports within
ARS, or running ARS reports and Crystal Reports thru the MidTier.
Whither we ran Crystal Reports or ARS reports from the web, or Crystal
Reports from the client; we got the same results.  If I ran the same
query in User tool the query ran correctly.  All the tools display the
dates correctly in the reports or on the forms.

To investigate this, I turned on SQL logging and repeated the same
queries from the Report Creator and from User search.  The Select
statements vary within the where clause in the constant used against the
date column.  The difference is 14400 seconds or 4 hours.  That is the
difference between us and GMT.

Our systems people are looking into time zone on the server, but I am
doubtful this is the problem.  However, I don't have a good culprit to
pursue.  Anyone seen this before or have a clue as to where to look to
resolve this.

Mark Whilden
MITRE Corp
[EMAIL PROTECTED]
(571)252-4023


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Re: How to retrieve the last entry on a diary field (worklog)

[LAU, DARREN (ATTASI)]

If you are familiar with using the Java API code, Remedy has such a
script already written that does what you are looking for.  I had to use
it for a past project.  It's eluding me now at the moment of what that
script was called.  I believe I downloaded it off of Remedy's old
support site under the community download section.  But the suggestion
made by L.J. would be faster and easier so I would probably go with that
instead.

 

 

Darren Lau



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Miguel Pinto
Sent: Thursday, March 29, 2007 11:30 AM
To: arslist@ARSLIST.ORG
Subject: How to retrieve the last entry on a diary field (worklog)

 

** 

Good day to all, 

 

I am currently making a scope for a project to be implemented on our
company. One of the requests is that i have to retrieve the last entry
of a diary field and PUSH it to one field on another form. The challenge
here is how to retrieve the last entry of a diary field.

 

Kind Regards

  



Food fight?
  Enjoy some healthy debate
in the Yahoo! Answers Food & Drink Q&A.
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FW: Remedy Developer Position

[Pierson, Shawn]

I am forwarding this along for a friend.  It is a full-time position.
If you're interested, contact Joon Hahn at the email address below.

I'm not involved with the process, just forwarding it to the list as a
favor for someone who isn't signed up, so any emails sent to me about it
will be in vain.




From: Joon Hahn
Sent: Tuesday, April 03, 2007 10:30 AM
To: Narsing Metpally
Subject: Remedy Developer Position Full Time



Job Description:



As part of this team, you will work on customizing our internal
ticketing, change management, and SLA Management applications used by
our

production operations teams.



The team will develop and maintain applications using the Remedy Action
Request System, and collaborate with other teams to integrate with third
party and open source tools and packaged apps like Siebel, HP Openview,
Tibco, and Bugzilla.



Required skills include project management, Perl, XML, Javascript, Web
Services and related technologies.  We are currently in the phase of
trying to build a one stop web portal that plugs into several Packaged
Applications such as the one's list above so using the remedy api's and
web services so knowledge of these 2 are desireable.



Please send me your resume



Joon Hahn

[EMAIL PROTECTED]




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contain confidential, proprietary or privileged information.  If you are not an 
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Re: Copy-To-New Run Process function

[Grooms, Frederick W]

What workflow do you have set to run on Copy To New?
 
What the PERFORM-ACTION-ACTIVE-LINK action does is to run all Active
Links that are set to fire on an action not to perform that action.
i.e. The 131072 (Copy to New) does not do a Copy to New (open a window
and copy the fields) it runs all workflow that is set to fire on Copy to
New.
 
If you are trying to run all Active link workflow that is set to fire on
Submit you need to use PERFORM-ACTION-ACTIVE-LINK 4  not 131072
 
Fred




From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bob Rowe
Sent: Tuesday, April 03, 2007 12:59 PM
To: arslist@ARSLIST.ORG
Subject: Copy-To-New Run Process function


** 
Okay, I have occasion to use the PERFORM-ACTION-ACTIVE-LINK 131072 Run
Process function and am having trouble making it work. On this occasion,
we do want to run the workflow associated with sumitting all the new
records. 
 
However: I have the commad in an AL and though the log shows the process
working, nothing happens. The basic guide in the Workflow Extras section
says, using Modify as an example: "The active links fire, but no modify
is actually performed." It appears that this is also the case with the
copy-to-new functionality. 
 
Is that true? I run 131072 and nothing happens, and that's correct??
What am I missing?
 
Thanks.

-- 
Bob Rowe, Remedy Action Request System Development and Administration
 [EMAIL PROTECTED]
"The golden rule is to test everything in the light of reason and
experience, no matter from where it comes." 
Mohandas K. Gandhi 
 
 

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Incident Management 7.x Tasking system

[Christian Rom]

Has anyone heard any updates on the supposedly coming updated tasking system
for IM/PM ?
 
It is my understanding that it will be more like the tasking in CM with
improved task groups, templates and enforcement of order, etc.
 
Will this be in ITSM/IM 7.1 or one of the 7.0.x releases ?
 
I thought it would be out by the end of Q1/2007.
 
Rgds,
 
Christian H. Rom
Schlumberger - Service Desk Engineering
 

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Re: Upgrade Failure - 5.01.02 to 6.03

[Dunn, Eric]

Yes, the ARAdmin is still the database owner. 
 
Eric W Dunn
Programmer Analyst III - Remedy/Collaboration
(281)465-1265
 

   _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CG/SCWOE
Sent: Tuesday, April 03, 2007 12:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: Upgrade Failure - 5.01.02 to 6.03


** 

Does the ARAdmin account still own the ARSystem database?

 

 

   _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Dunn, Eric
Sent: Tuesday, April 03, 2007 11:39 AM
To: arslist@ARSLIST.ORG
Subject: Upgrade Failure - 5.01.02 to 6.03

 

I have just completed a dry run on my development/test server of the server
upgrade 5.01.02 to 6.03.  I did not receive any error messages during the
upgrade and the server was rebooted after the upgrade. 

 

I am running Windows 2003 server with SQL 2005.

 

I am not able to connect to the server via the admin tool or the client
tool.  ARERR [90] Cannot establish a network connection to the AR System
server 

 

What did I forget? 

 

Tue Apr 03 09:47:28 2007  390600 : Failure while trying to connect to the
SQL database.
Please ensure the SQL database is running or contact the Database
Administrator for help (ARERR 550)
Tue Apr 03 09:47:28 2007 Cannot open database "ARSystem" requested by
the login. The login failed. (SQL Server 4060)

 

Are the errors in the error log.

 

Eric W. Dunn

Programmer Analyst III - Remedy/Collaboration

McLeod USA, Inc. - Network Engineering

8665 New Trails Dr.

The Woodlands, TX 77381

(281)465-1265

(281)465-1951 fax

 




NOTICE: This electronic mail transmission may contain confidential
information and is intended only for the person(s) named. Any use, copying
or disclosure by any other person is strictly prohibited. If you have
received this transmission in error, please notify the sender via e-mail.




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Re: Upgrade Failure - 5.01.02 to 6.03

[Dunn, Eric]

No, I did not change the password. I went ahead and retyped in the password
to make sure with no luck.
 
Eric W Dunn
Programmer Analyst III - Remedy/Collaboration
(281)465-1265
 

   _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of L. J. Head
Sent: Tuesday, April 03, 2007 12:10 PM
To: arslist@ARSLIST.ORG
Subject: Re: Upgrade Failure - 5.01.02 to 6.03


** 
did you set a password other than ar#admin# for your DB?  Change the ARAdmin
password in the DB to ar#admin# and see if Remedy can connect

   _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Dunn, Eric
Sent: Tuesday, April 03, 2007 10:39 AM
To: arslist@ARSLIST.ORG
Subject: Upgrade Failure - 5.01.02 to 6.03


** 
I have just completed a dry run on my development/test server of the server
upgrade 5.01.02 to 6.03.  I did not receive any error messages during the
upgrade and the server was rebooted after the upgrade. 
 
I am running Windows 2003 server with SQL 2005.
 
I am not able to connect to the server via the admin tool or the client
tool.  ARERR [90] Cannot establish a network connection to the AR System
server 
 
What did I forget? 
 
Tue Apr 03 09:47:28 2007  390600 : Failure while trying to connect to the
SQL database.
Please ensure the SQL database is running or contact the Database
Administrator for help (ARERR 550)
Tue Apr 03 09:47:28 2007 Cannot open database "ARSystem" requested by
the login. The login failed. (SQL Server 4060)
 
Are the errors in the error log.
 
Eric W. Dunn
Programmer Analyst III - Remedy/Collaboration
McLeod USA, Inc. - Network Engineering
8665 New Trails Dr.
The Woodlands, TX 77381
(281)465-1265
(281)465-1951 fax
 




NOTICE: This electronic mail transmission may contain confidential
information and is intended only for the person(s) named. Any use, copying
or disclosure by any other person is strictly prohibited. If you have
received this transmission in error, please notify the sender via e-mail.




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in it___ 



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Re: Execute active link or filter of specific time of the day

[Roger Justice]

That can be done with an escalation. 
 
-Original Message-
From: [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Tue, 3 Apr 2007 2:05 PM
Subject: Execute active link or filter of specific time of the day


Can anyone help me create an active link or filter to execute after 6pm...
Basically I have hidden check box that needs to be set as checked if the
arrival time is between 6pm - 6am the next day.
-- 
View this message in context: 
http://www.nabble.com/Execute-active-link-or-filter-of-specific-time-of-the-day-tf3520071.html#a9821541
Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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AOL now offers free email to everyone.  Find out more about what's free from 
AOL at AOL.com.

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Re: Question: Fields in View (U)

[Hennigan, Sandra H CTR OSD-CIO]

UNCLASSIFIED

A possible work around - 
Create a new View
Add a Page field - add to this view, only the fields being discussed 
Move the fields to the Page field - you will know that you got all of
the fields because they will be the only fields in the view

Add the Page field to your existing view

Just a thought

Sandra Hennigan

OSD Remedy Administrator
Office # 703-602-0980 x174
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 T. Dee
Sent: Tuesday, April 03, 2007 1:51 PM
To: arslist@ARSLIST.ORG
Subject: Re: Question: Fields in View


I don't think I worded my question correctly.  I know you can add fields
to a view and move them any where you want.

My problem is there are over 100 fields that I want to add to the view,
but, I want to have them added to a page holder called "admin".  When I
add these fields Remedy puts them all over the place and it is far too
much work to find the ones that I just added and then move ONLY them.
Yes, I know I can highlight and/or select multiple fields at a time.

When I add these fields they are "NOT" all selected - which means I got 
to find
each one that I just added, select them and move them.



Quoting "Reiser, John J" <[EMAIL PROTECTED]>:

> T.
>
> After you add them to the view you can put them wherever you want.
>
> In the Admin tool open your form.
>
> In the Form menu select Current view and then Fields in View.
>
> Add the fields you want and click OK.
>
> The fields you added are all selected so you can hit your cursor keys 
> (down arrow) and move the whole lot of them to an used area of your 
> form.
>
> Then select them one at a time and place them where you need them.
>
> HTH,
>
>
> 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 T. Dee
> Sent: Tuesday, April 03, 2007 12:55 PM
> To: arslist@ARSLIST.ORG
> Subject: Question: Fields in View
>
> I am running 6.03.00 (patch 20) - I have a bunch of fields not in the 
> view.  I want to add them to the current view, but would like to 
> control where they get added in the view - as far as I am aware this 
> can not be done.  However, does someone have a work around or utility 
> that may do this?
>
> Thanks!
>
> T.
>
> __
> __
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>
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Email Engine question for 4.x

[Opela, Gary L Contr OC-ALC/ITMA]

We have a 4.x remedy system running on a windows platform that can not
be upgraded at this time.

 

Unfortunately, our mail gateway that we are using MAPI to send messages
through is going away, and there will only be an SMTP version available.
Our AR System Email Mailbox Configuration form doesn't specify an option
for MAPI.

 

I was thinking that 5.x gave the ability to use SMTP to send emails. Has
anyone tried running a 5.x email engine on a 4.x remedy server? We are
going to lose all email abilities with our system in a few weeks if this
cannot be resolved.

 

Any help will be greatly appreciated.

 

Thanks!


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Execute active link or filter of specific time of the day

[Rocky -]

Can anyone help me create an active link or filter to execute after 6pm...
Basically I have hidden check box that needs to be set as checked if the
arrival time is between 6pm - 6am the next day.
-- 
View this message in context: 
http://www.nabble.com/Execute-active-link-or-filter-of-specific-time-of-the-day-tf3520071.html#a9821541
Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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Copy-To-New Run Process function

[Bob Rowe]

Okay, I have occasion to use the PERFORM-ACTION-ACTIVE-LINK 131072 Run
Process function and am having trouble making it work. On this occasion, we
do want to run the workflow associated with sumitting all the new records.

However: I have the comman in an AL and though the log shows the process
working, nothing happens. The basic guide in the Workflow Extras section
says, using Modify as an example: "The active links fire, but no modify is
actually performed." It appears that this is also the case with the
copy-to-new functionality.

Is that true? I run 131072 and nothing happens, and that's correct?? What am
I missing?

Thanks.

--
Bob Rowe, Remedy Action Request System Development and Administration
[EMAIL PROTECTED]
"The golden rule is to test everything in the light of reason and
experience, no matter from where it comes."
Mohandas K. Gandhi

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Re: Question: Fields in View

[T. Dee]

I don't think I worded my question correctly.  I know you can add fields to a
view and move them any where you want.

My problem is there are over 100 fields that I want to add to the view, but, I
want to have them added to a page holder called "admin".  When I add these
fields Remedy puts them all over the place and it is far too much work to find
the ones that I just added and then move ONLY them.  Yes, I know I can
highlight and/or select multiple fields at a time.

When I add these fields they are "NOT" all selected - which means I got 
to find

each one that I just added, select them and move them.



Quoting "Reiser, John J" <[EMAIL PROTECTED]>:


T.

After you add them to the view you can put them wherever you want.

In the Admin tool open your form.

In the Form menu select Current view and then Fields in View.

Add the fields you want and click OK.

The fields you added are all selected so you can hit your cursor keys
(down arrow) and move the whole lot of them to an used area of your
form.

Then select them one at a time and place them where you need them.

HTH,


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 T. Dee
Sent: Tuesday, April 03, 2007 12:55 PM
To: arslist@ARSLIST.ORG
Subject: Question: Fields in View

I am running 6.03.00 (patch 20) - I have a bunch of fields not in the
view.  I want to add them to the current view, but would like to control
where they get added in the view - as far as I am aware this can not be
done.  However, does someone have a work around or utility that may do
this?

Thanks!

T.


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Re: Question: Fields in View

[Reiser, John J]

T.

After you add them to the view you can put them wherever you want.

In the Admin tool open your form.

In the Form menu select Current view and then Fields in View.

Add the fields you want and click OK.

The fields you added are all selected so you can hit your cursor keys
(down arrow) and move the whole lot of them to an used area of your
form. 

Then select them one at a time and place them where you need them.

HTH, 


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 T. Dee
Sent: Tuesday, April 03, 2007 12:55 PM
To: arslist@ARSLIST.ORG
Subject: Question: Fields in View

I am running 6.03.00 (patch 20) - I have a bunch of fields not in the
view.  I want to add them to the current view, but would like to control
where they get added in the view - as far as I am aware this can not be
done.  However, does someone have a work around or utility that may do
this?

Thanks!

T.


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Re: Upgrade Failure - 5.01.02 to 6.03

[Kaiser Norm E CIV USAF 96 CG/SCWOE]

Does the ARAdmin account still own the ARSystem database?

 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Dunn, Eric
Sent: Tuesday, April 03, 2007 11:39 AM
To: arslist@ARSLIST.ORG
Subject: Upgrade Failure - 5.01.02 to 6.03

 

I have just completed a dry run on my development/test server of the
server upgrade 5.01.02 to 6.03.  I did not receive any error messages
during the upgrade and the server was rebooted after the upgrade. 

 

I am running Windows 2003 server with SQL 2005.

 

I am not able to connect to the server via the admin tool or the client
tool.  ARERR [90] Cannot establish a network connection to the AR System
server 

 

What did I forget? 

 

Tue Apr 03 09:47:28 2007  390600 : Failure while trying to connect to
the SQL database.
Please ensure the SQL database is running or contact the Database
Administrator for help (ARERR 550)
Tue Apr 03 09:47:28 2007 Cannot open database "ARSystem" requested
by the login. The login failed. (SQL Server 4060)

 

Are the errors in the error log.

 

Eric W. Dunn

Programmer Analyst III - Remedy/Collaboration

McLeod USA, Inc. - Network Engineering

8665 New Trails Dr.

The Woodlands, TX 77381

(281)465-1265

(281)465-1951 fax

 




NOTICE: This electronic mail transmission may contain confidential
information and is intended only for the person(s) named. Any use,
copying or disclosure by any other person is strictly prohibited. If you
have received this transmission in error, please notify the sender via
e-mail.




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Remedy Status Enum Defects

[Axton]

I've found a whole set of defects that revolve around using status
history times in workflow qualifications.  Some really strange
behavior.

http://arswiki.org/bugs/show_bug.cgi?id=42

Will post the defect id when I get it.

Axton Grams

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Re: Upgrade Failure - 5.01.02 to 6.03

[L. J. Head]

did you set a password other than ar#admin# for your DB?  Change the ARAdmin
password in the DB to ar#admin# and see if Remedy can connect

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Dunn, Eric
Sent: Tuesday, April 03, 2007 10:39 AM
To: arslist@ARSLIST.ORG
Subject: Upgrade Failure - 5.01.02 to 6.03


** 
I have just completed a dry run on my development/test server of the server
upgrade 5.01.02 to 6.03.  I did not receive any error messages during the
upgrade and the server was rebooted after the upgrade. 
 
I am running Windows 2003 server with SQL 2005.
 
I am not able to connect to the server via the admin tool or the client
tool.  ARERR [90] Cannot establish a network connection to the AR System
server 
 
What did I forget? 
 
Tue Apr 03 09:47:28 2007  390600 : Failure while trying to connect to the
SQL database.
Please ensure the SQL database is running or contact the Database
Administrator for help (ARERR 550)
Tue Apr 03 09:47:28 2007 Cannot open database "ARSystem" requested by
the login. The login failed. (SQL Server 4060)
 
Are the errors in the error log.
 
Eric W. Dunn
Programmer Analyst III - Remedy/Collaboration
McLeod USA, Inc. - Network Engineering
8665 New Trails Dr.
The Woodlands, TX 77381
(281)465-1265
(281)465-1951 fax
 




NOTICE: This electronic mail transmission may contain confidential
information and is intended only for the person(s) named. Any use, copying
or disclosure by any other person is strictly prohibited. If you have
received this transmission in error, please notify the sender via e-mail.




__20060125___This posting was submitted with HTML in
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Question: Fields in View

[T. Dee]

I am running 6.03.00 (patch 20) - I have a bunch of fields not in the view.  I
want to add them to the current view, but would like to control where they get
added in the view - as far as I am aware this can not be done.  However, does
someone have a work around or utility that may do this?

Thanks!

T.

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Re: ARS Report Creator's time problem on queries

[Easter, David]

Hi Mark,

  If you're on AR System 6.3, you might have hit bug #SW00262260:

"Timezone names greater the 15 characters are truncated in JNI causing
incorrect epoch timestamp value to be returned when time value is used
in query." 

  If you use the TZ setting, and the TZ itself is greater than 15
characters (and "America/New_York" is 16 characters), then the API call
doesn't process properly and the TZ defaults to GMT.  Possible solutions
would be to either use a TZ that is 15 characters or less (e.g.
"America/Bogota" works - and it is also GMT -5 hours), or to upgrade
your Mid-Tier to AR System 7.0.01 where the API has been corrected.

  Might not be the problem, but the symptoms sound similar.  I'd check
if the problem also exists with other TZ's that are less than 15
characters to see if this is indeed the issue.  Also, you'd need to
confirm that you're on AR System 6.3, of course.

Thanks,

-David J. Easter
Sr. Product Manager, Service Management Business Unit
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed
in this E-mail do not necessarily reflect those of BMC Software, Inc.
My voluntary participation in this forum is not intended to convey a
role as a spokesperson, liaison or public relations representative for
BMC Software, Inc.


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Whilden, Mark D.
Sent: Tuesday, April 03, 2007 8:42 AM
To: arslist@ARSLIST.ORG
Subject: ARS Report Creator's time problem on queries

Listers,
After we applied the Daylight Saving time patches, we started to pay
more attention to time zone issues.  Note, I don't think the DST patch
caused this, but caused us to look into time fields more closely.  We
found that for report run from Report Creator form, any queries against
date fields weren't adjusted for difference between our zone (EST) and
GMT.  The Report Creator form is used for running Crystal Reports within
ARS, or running ARS reports and Crystal Reports thru the MidTier.
Whither we ran Crystal Reports or ARS reports from the web, or Crystal
Reports from the client; we got the same results.  If I ran the same
query in User tool the query ran correctly.  All the tools display the
dates correctly in the reports or on the forms.

To investigate this, I turned on SQL logging and repeated the same
queries from the Report Creator and from User search.  The Select
statements vary within the where clause in the constant used against the
date column.  The difference is 14400 seconds or 4 hours.  That is the
difference between us and GMT.

Our systems people are looking into time zone on the server, but I am
doubtful this is the problem.  However, I don't have a good culprit to
pursue.  Anyone seen this before or have a clue as to where to look to
resolve this.

Mark Whilden
MITRE Corp
[EMAIL PROTECTED]
(571)252-4023


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Re: Users typing Group names in drop-down lists

[Leonard Neely]

Nick,

In 6.x, you can change the Display Type for character fields with a menu 
attached to "Drop-Down List".  This basically causes the field to function 
like a "Selection List" field, preventing users from typing directly into 
the field.


Leonard Neely 
Countrywide Financial Corporation




"ARSList" <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)" 

04/03/2007 08:00 AM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: Users typing Group names in drop-down lists






Sorry about that.

ARS 6.3 Patch 20, 
ITSM 6.0 
Mid-Tier Patch 20

W2K3, SP1
SQL 2000 SP4


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Monday, April 02, 2007 5:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: Users typing Group names in drop-down lists

Version?

On 4/2/07, ARSList <[EMAIL PROTECTED]> wrote:
> **
>
>
>
> How can I prevent the users from typing in drop-down lists?
>
>
>
> I have users who are typing in the Group name in the Group drop-down
lists
> in both HD and CHG tickets.
>
>
>
> I have some tickets that have gone into limbo because the group
doesn't
> really exist (different capitol letters, and some other minor
differences),
> yet the system accepts the ticket.
>
>
>
> Basically, if I can prevent the users from typing in the drop-down
lists, it
> would solve the problem.  If I can create some workflow, that would
allow
> the user to type in the correct name, but specify an error when they
don't
> type in the correct group name (or it doesn't send it to the correct
name),
> that would work too.
>
>
>
>
>
> Thanks in advance.
>
>
>
>
>
> Nick
>
>
>
> Havin' Fun in Sacramento.
>
>
>
>
>
>
>
>
>
>
>
> Nick  Hromyak
>
> Information Technology Services Division
>
> California Department of Health Services
>
>
>
> Office: (916) 440-7158
>
>   __20060125___This posting was
> submitted with HTML in it___


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==
Confidentiality Notice: The information contained in and transmitted with this 
communication is strictly confidential, is intended only for the use of the 
intended recipient, and is the property of Countrywide Financial Corporation or 
its affiliates and subsidiaries.  If you are not the intended recipient, you 
are hereby notified that any use of the information contained in or transmitted 
with the communication or dissemination, distribution, or copying of this 
communication is strictly prohibited by law.  If you have received this 
communication in error, please immediately return this communication to the 
sender and delete the original message and any copy of it in your possession.
==

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Upgrade Failure - 5.01.02 to 6.03

[Dunn, Eric]

I have just completed a dry run on my development/test server of the server
upgrade 5.01.02 to 6.03.  I did not receive any error messages during the
upgrade and the server was rebooted after the upgrade. 
 
I am running Windows 2003 server with SQL 2005.
 
I am not able to connect to the server via the admin tool or the client
tool.  ARERR [90] Cannot establish a network connection to the AR System
server 
 
What did I forget? 
 
Tue Apr 03 09:47:28 2007  390600 : Failure while trying to connect to the
SQL database.
Please ensure the SQL database is running or contact the Database
Administrator for help (ARERR 550)
Tue Apr 03 09:47:28 2007 Cannot open database "ARSystem" requested by
the login. The login failed. (SQL Server 4060)
 
Are the errors in the error log.
 
Eric W. Dunn
Programmer Analyst III - Remedy/Collaboration
McLeod USA, Inc. - Network Engineering
8665 New Trails Dr.
The Woodlands, TX 77381
(281)465-1265
(281)465-1951 fax
 



NOTICE: This electronic mail transmission may contain confidential
information and is intended only for the person(s) named.  Any use, copying
or disclosure by any other person is strictly prohibited. If you have
received this transmission in error, please notify the sender via e-mail.




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Re: ARS Report Creator's time problem on queries

[Kelly Heikkila]

We have the same issue when running reports.  This started happening at a 
client site after the time zone patch was installed (we believe--or agents were 
paying more attention, as you mentioned).  This has not yet been resolved that 
I am aware of.

ARS 6.3
Oracle

Kelly Heikkila
Kinetic Data

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED]
Sent: Tuesday, April 03, 2007 10:42 AM
To: arslist@ARSLIST.ORG
Cc: Whilden, Mark D.
Subject: ARS Report Creator's time problem on queries


Listers,
After we applied the Daylight Saving time patches, we started to pay
more attention to time zone issues.  Note, I don't think the DST patch
caused this, but caused us to look into time fields more closely.  We
found that for report run from Report Creator form, any queries against
date fields weren't adjusted for difference between our zone (EST) and
GMT.  The Report Creator form is used for running Crystal Reports
within ARS, or running ARS reports and Crystal Reports thru the
MidTier.  Whither we ran Crystal Reports or ARS reports from the web,
or Crystal Reports from the client; we got the same results.  If I ran
the same query in User tool the query ran correctly.  All the tools
display the dates correctly in the reports or on the forms.

To investigate this, I turned on SQL logging and repeated the same
queries from the Report Creator and from User search.  The Select
statements vary within the where clause in the constant used against
the date column.  The difference is 14400 seconds or 4 hours.  That is
the difference between us and GMT.

Our systems people are looking into time zone on the server, but I am
doubtful this is the problem.  However, I don't have a good culprit to
pursue.  Anyone seen this before or have a clue as to where to look to
resolve this.

Mark Whilden
MITRE Corp
[EMAIL PROTECTED]
(571)252-4023

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Re: .Net Server Login issue

[Papolu, Appajee]

 

Msjava.dll is not truly needed, but for some reason .NET assemblies (or,
their unmanaged components, if any, underneath) look for this file as
their dependency, (I believe) when used in web apps(?). I believe this
file isn't supplied by vendor any more. A suggested workaround I found
to by googling a bit - is to simply place a 0 byte file with this name
in your distribution. It works just fine. For Bill's problem, this 0
byte file isn't the culprit.  As I wrote in another note to Bill, I
suspect it is still related to some missing file or not having them in
DLL search path. 

Regards

Appajee Papolu 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Heider, Stephen
Sent: Tuesday, April 03, 2007 4:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: .Net Server Login issue

 

Zero bytes here.  Same version of the API.

 

Stephen

__20060125___This posting was submitted with HTML in
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Re: How to retrieve the last entry on a diary field (worklog) (E-Mail Lost)

[Easter, David]

Nabble is another good way to search for previous threads...
 
http://www.nabble.com/ARS-%28Action-Request-System%29-f716.html
 
-David J. Easter
Sr. Product Manager, Service Management Business Unit
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed
in this E-mail do not necessarily reflect those of BMC Software, Inc.
My voluntary participation in this forum is not intended to convey a
role as a spokesperson, liaison or public relations representative for
BMC Software, Inc.
 


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer
Sent: Tuesday, April 03, 2007 8:01 AM
To: arslist@ARSLIST.ORG
Subject: Re: How to retrieve the last entry on a diary field (worklog)
(E-Mail Lost)


** 
You might consider doing a search of the arslist entries at arlist.org.
 
Susan

 
On 4/3/07, Miguel Pinto <[EMAIL PROTECTED]> wrote: 

** 
Good day to all, 
 
On the 29th of January I have post an issue to arslist.org
  and someone replied to me with a solution.
Unfortunately I don't remember who replied, but I know that he suggested
a filter or active link that would run if TR.Worklog!=$NULL$. If
possible i would like this person to reply to me again.
 
Kind Regards and have a nice day.



The fish are biting.
Get more visitors
  on your site using Yahoo! Search Marketing.
__20060125___This posting was submitted with HTML in
it___ 







-- Forwarded message --
From: Miguel Pinto <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG 
Date: Thu, 29 Mar 2007 11:29:46 -0700 (PDT)
Subject: How to retrieve the last entry on a diary field
(worklog)
** 
Good day to all, 
 
I am currently making a scope for a project to be implemented on
our company. One of the requests is that i have to retrieve the last
entry of a diary field and PUSH it to one field on another form. The
challenge here is how to retrieve the last entry of a diary field. 
 
Kind Regards




Food fight?
  Enjoy some healthy debate
in the Yahoo! Answers Food & Drink Q&A.
  __20060125___This posting was
submitted with HTML in it___ 







__20060125___This posting was submitted with HTML in
it___ 

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Answers Are"

ARS Report Creator's time problem on queries

[Whilden, Mark D.]

Listers,
After we applied the Daylight Saving time patches, we started to pay
more attention to time zone issues.  Note, I don't think the DST patch
caused this, but caused us to look into time fields more closely.  We
found that for report run from Report Creator form, any queries against
date fields weren't adjusted for difference between our zone (EST) and
GMT.  The Report Creator form is used for running Crystal Reports
within ARS, or running ARS reports and Crystal Reports thru the
MidTier.  Whither we ran Crystal Reports or ARS reports from the web,
or Crystal Reports from the client; we got the same results.  If I ran
the same query in User tool the query ran correctly.  All the tools
display the dates correctly in the reports or on the forms.

To investigate this, I turned on SQL logging and repeated the same
queries from the Report Creator and from User search.  The Select
statements vary within the where clause in the constant used against
the date column.  The difference is 14400 seconds or 4 hours.  That is
the difference between us and GMT.

Our systems people are looking into time zone on the server, but I am
doubtful this is the problem.  However, I don't have a good culprit to
pursue.  Anyone seen this before or have a clue as to where to look to
resolve this.

Mark Whilden
MITRE Corp
[EMAIL PROTECTED]
(571)252-4023

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Re: Application licensing question

[Roger Justice]

The Fixed user can have a floating Application licenses in ITSM 7. 
 
-Original Message-
From: [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Tue, 3 Apr 2007 10:19 AM
Subject: Re: Application licensing question


Thank you for a complete answer (I agree with your "bummer" statement re: 
needing Application licenses on a server by server basis). 
 
The only surprising thing in this explanation is that the User Application and 
User ARS licenses must match types (ie. ARS Fixed with Application Fixed, and 
ARS Float with Application Float)... that is a wrinkle that I need to 
contemplate the ramifications of. 
 
-ivan- 
 
 
Bradford Bingel wrote: 
 
>Simple answers: 
> 
>1. Each application typically requires a "server license". For example, 
>you'll need a Change Manager application license for the server you want to 
>run the Change Management application. (You'll also need an AR System 
>application license, typically running on the same server, and multiple 
>applications can use/share the same AR System server license.) 
> 
>2. User (client) licenses fall into two categories. "Fixed" licenses are 
>also known as "named" licenses, as they're typically tied to a specific 
>user, not to a specific server. "Floating" licenses are also known as 
>"concurrent" licenses, as they determine how many user may "concurrently" 
>access the application. They're typically assigned to a server (or server 
>pool), not to an individual user. Floating licenses are kept in a revolving 
>pool and metered out on a first come, first served basis. With AR System 5 
>and earlier, each floating license was assigned to a server; problem was, 
>when that server became unavailable, the associated floating licenses also 
>became unavailable. With AR System 6 came the concept of server pools, 
>which introduced a better way to manage floating licenses; if assigned to a 
>server pool, rather than to an individual server, if one server becomes 
>unavailable, the associated floating licenses don't necessarily become 
>unavailable. The concept of reserved license pools was also introduced, 
>which allowed you to reserve a set number of floating licenses for special 
>user groups (such as IT management or occasional-use executives). 
> 
>3. Here's where it gets confusing. To license a user for AR System, you 
>need a fixed or floating AR System user license. To license a user for an 
>application (such as Change Management), you need a fixed or floating Change 
>Management user license, AND a fixed or floating AR System user license. 
>Also, a fixed Change Management user license can only be used with a fixed 
>AR System user license, and a floating Change Management user license can 
>only be used with a floating AR System user license. When you purchase new 
>application user licenses you have the option of purchasing an "incremental" 
>application user license (e.g., a fixed or floating Change Management user 
>license by itself, which assumes you already have the companion fixed or 
>floating AR System user license), or a "full" application user license 
>(e.g., a fixed or floating Change Management user license bundled with a 
>companion fixed or floating AR System user license.) 
> 
>4. Pricing can also be confusing. A "production" license is a full price 
>license (e.g., a Change Management application license lists for $22,000), 
>intended for production environments. A "development" (or "dev") license or 
>a "test" (or "QA") license typically costs half as much (e.g., a "dev" 
>Change Management application license lists for $11,000) but can only be 
>used in a non-production environment. In addition, "standby" or "hot 
>backup" licenses, which let you set up a standby (passive failover) server, 
>are also available at half price, but are typically complimentary for large 
>accounts. In the past, Remedy would charge full maintenance fees for dev or 
>test licenses, but that policy changed a couple of years ago and now 
>maintenance for dev or test licenses is half of maintenance for production 
>licenses. 
> 
>Ivan, to answer your question on an application license, that would be 
>equivalent to a "server" license. (Please note that Remedy does not use the 
>term "server license" and prefers instead to use the term "application 
>license". Since it's a license for the application to run on a server, I 
>call it a server license.) And yes . . . if you want to set up a 
>"non-production" Remedy environment for your development or QA teams, you'll 
>need to purchase separate server and user licenses. Bummer. 
> 
>Nick, to answer your question on whether a floating application license 
>stays with a user, the answer is "no" -- only a fixed user license "follows" 
>the user. If an occasional user logs in and requests a floating license (a 
>background process Remedy performs automatically), if a floating license is 
>available it will be assigned to that user. Once assigned, it remains 
>"attached" to that user until one of tw

test - ignore

[Christian Rom]

test - ignore

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Re: Users typing Group names in drop-down lists

[ARSList]

I thought it should be something simple. 

 

 

 It always is, after you know.  :-)


Thank you!

 

 

Nick

 

Havin' Fun in Sacramento

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Siti Hawa Bee SHAIK FARID
Sent: Monday, April 02, 2007 11:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: Users typing Group names in drop-down lists

 

Hi Nick,

 

Go to the form-> select the field-> go to the properties-> ensure
display type is Drop-Down List instead of Edit. 

 

Good luck. 

 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of ARSList
Sent: Tuesday, April 03, 2007 07:23
To: arslist@ARSLIST.ORG
Subject: Users typing Group names in drop-down lists

 

How can I prevent the users from typing in drop-down lists?

 

I have users who are typing in the Group name in the Group drop-down
lists in both HD and CHG tickets.

 

I have some tickets that have gone into limbo because the group doesn't
really exist (different capitol letters, and some other minor
differences), yet the system accepts the ticket.

 

Basically, if I can prevent the users from typing in the drop-down
lists, it would solve the problem.  If I can create some workflow, that
would allow the user to type in the correct name, but specify an error
when they don't type in the correct group name (or it doesn't send it to
the correct name), that would work too.

 

 

Thanks in advance.

 

 

Nick

 

Havin' Fun in Sacramento.

 

 

 

 

 

Nick  Hromyak

Information Technology Services Division

California Department of Health Services

 

Office: (916) 440-7158

 

__20060125___This posting was submitted with HTML in
it___ 
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treat the information as confidential and not misuse, copy, disclose,
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of confidentiality. If you are not the intended recipient, please delete
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Re: How to retrieve the last entry on a diary field (worklog) (E-Mail Lost)

[Susan Palmer]

You might consider doing a search of the arslist entries at arlist.org.

Susan


On 4/3/07, Miguel Pinto <[EMAIL PROTECTED]> wrote:


** Good day to all,

On the 29th of January I have post an issue to arslist.org and someone
replied to me with a solution. Unfortunately I don't remember who replied,
but I know that he suggested a filter or active link that would run if
TR.Worklog!=$NULL$. If possible i would like this person to reply to me
again.

Kind Regards and have a nice day.

--
The fish are biting.
Get more 
visitorson
 your site using Yahoo!
Search Marketing. __20060125___This posting was
submitted with HTML in it___



-- Forwarded message --
From: Miguel Pinto <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Date: Thu, 29 Mar 2007 11:29:46 -0700 (PDT)
Subject: How to retrieve the last entry on a diary field (worklog)
** Good day to all,

I am currently making a scope for a project to be implemented on our
company. One of the requests is that i have to retrieve the last entry of a
diary field and PUSH it to one field on another form. The challenge here is
how to retrieve the last entry of a diary field.

Kind Regards

--
Food 
fight?Enjoy
 some healthy debate
in the Yahoo! Answers Food & Drink 
Q&A.__20060125___This
 posting was submitted with HTML in
it___





___
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Are"

Re: Users typing Group names in drop-down lists

[ARSList]

Sorry about that.

ARS 6.3 Patch 20, 
ITSM 6.0 
Mid-Tier Patch 20

W2K3, SP1
SQL 2000 SP4


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Monday, April 02, 2007 5:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: Users typing Group names in drop-down lists

Version?

On 4/2/07, ARSList <[EMAIL PROTECTED]> wrote:
> **
>
>
>
> How can I prevent the users from typing in drop-down lists?
>
>
>
> I have users who are typing in the Group name in the Group drop-down
lists
> in both HD and CHG tickets.
>
>
>
> I have some tickets that have gone into limbo because the group
doesn't
> really exist (different capitol letters, and some other minor
differences),
> yet the system accepts the ticket.
>
>
>
> Basically, if I can prevent the users from typing in the drop-down
lists, it
> would solve the problem.  If I can create some workflow, that would
allow
> the user to type in the correct name, but specify an error when they
don't
> type in the correct group name (or it doesn't send it to the correct
name),
> that would work too.
>
>
>
>
>
> Thanks in advance.
>
>
>
>
>
> Nick
>
>
>
> Havin' Fun in Sacramento.
>
>
>
>
>
>
>
>
>
>
>
> Nick  Hromyak
>
> Information Technology Services Division
>
> California Department of Health Services
>
>
>
> Office: (916) 440-7158
>
>   __20060125___This posting was
> submitted with HTML in it___


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Re: Application licensing question

[Ivan Runions]

Thank you for a complete answer (I agree with your "bummer" statement 
re: needing Application licenses on a server by server basis).


The only surprising thing in this explanation is that the User 
Application and User ARS licenses must match types (ie. ARS Fixed with 
Application Fixed, and ARS Float with Application Float)... that is a 
wrinkle that I need to contemplate the ramifications of.


-ivan-



Bradford Bingel wrote:


Simple answers:

1.  Each application typically requires a "server license".  For example,
you'll need a Change Manager application license for the server you want to
run the Change Management application.  (You'll also need an AR System
application license, typically running on the same server, and multiple
applications can use/share the same AR System server license.)

2.  User (client) licenses fall into two categories.  "Fixed" licenses are
also known as "named" licenses, as they're typically tied to a specific
user, not to a specific server.  "Floating" licenses are also known as
"concurrent" licenses, as they determine how many user may "concurrently"
access the application.  They're typically assigned to a server (or server
pool), not to an individual user.  Floating licenses are kept in a revolving
pool and metered out on a first come, first served basis.  With AR System 5
and earlier, each floating license was assigned to a server; problem was,
when that server became unavailable, the associated floating licenses also
became unavailable.  With AR System 6 came the concept of server pools,
which introduced a better way to manage floating licenses; if assigned to a
server pool, rather than to an individual server, if one server becomes
unavailable, the associated floating licenses don't necessarily become
unavailable.  The concept of reserved license pools was also introduced,
which allowed you to reserve a set number of floating licenses for special
user groups (such as IT management or occasional-use executives).

3.  Here's where it gets confusing.  To license a user for AR System, you
need a fixed or floating AR System user license.  To license a user for an
application (such as Change Management), you need a fixed or floating Change
Management user license, AND a fixed or floating AR System user license.
Also, a fixed Change Management user license can only be used with a fixed
AR System user license, and a floating Change Management user license can
only be used with a floating AR System user license.  When you purchase new
application user licenses you have the option of purchasing an "incremental"
application user license (e.g., a fixed or floating Change Management user
license by itself, which assumes you already have the companion fixed or
floating AR System user license), or a "full" application user license
(e.g., a fixed or floating Change Management user license bundled with a
companion fixed or floating AR System user license.)

4.  Pricing can also be confusing.  A "production" license is a full price
license (e.g., a Change Management application license lists for $22,000),
intended for production environments.  A "development" (or "dev") license or
a "test" (or "QA") license typically costs half as much (e.g., a "dev"
Change Management application license lists for $11,000) but can only be
used in a non-production environment.  In addition, "standby" or "hot
backup" licenses, which let you set up a standby (passive failover) server,
are also available at half price, but are typically complimentary for large
accounts.  In the past, Remedy would charge full maintenance fees for dev or
test licenses, but that policy changed a couple of years ago and now
maintenance for dev or test licenses is half of maintenance for production
licenses.

Ivan, to answer your question on an application license, that would be
equivalent to a "server" license.  (Please note that Remedy does not use the
term "server license" and prefers instead to use the term "application
license".  Since it's a license for the application to run on a server, I
call it a server license.)  And yes . . . if you want to set up a
"non-production" Remedy environment for your development or QA teams, you'll
need to purchase separate server and user licenses.  Bummer.

Nick, to answer your question on whether a floating application license
stays with a user, the answer is "no" -- only a fixed user license "follows"
the user.  If an occasional user logs in and requests a floating license (a
background process Remedy performs automatically), if a floating license is
available it will be assigned to that user.  Once assigned, it remains
"attached" to that user until one of two events occurs: 1) the user
explicitly signs out (which immediately releases the floating license); or
2) the user remains inactive, their Remedy session times out, and the
floating license is returned to the floating license pool.  Please note the
timeout clock cannot be set to be shorter than 60 minutes.

If you need more detai

Re: Email Authentication failure error ARS 7.0.1

[Jaffaree, Shamhoon]

** 

Thanks Shaik, I figured out that the Email Server IP address was
incorrect and I changed it in the config form and restarted the email
engine and it started working.

 

Shamhoon Zenath Jaffaree

Remedy Application Architect

Tel. 609-520-5890

[EMAIL PROTECTED]

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Siti Hawa Bee SHAIK FARID
Sent: Tuesday, April 03, 2007 2:19 AM
To: arslist@ARSLIST.ORG
Subject: Re: Email Authentication failure error ARS 7.0.1

 

Hi Shamhoon,

I'm not an expert but i just would like to share with you what i had
done.

I ever encountered this error message before. I had checked the
configuration in AR System Email mailbox Configuration.

 

1) Ensure status is enabled, password for the mailbox, IP address, Email
server type(SMTP) and server port(25) are all correct

2) As my AREmail installation i had installed it with a blank
application password, so i had also verified in the connection setting
in admin tools. Goto Server Information -> Connection setting and ensure
the Application Service Password is blank as well. 

3) Restart AR Email engine 

4) Test send by submitting a case in remedy and once saved verify if it
went to the email messages form. 

5) You can also try to start the aremail from C:\Program files/Ar
System/AREmail and click EmailStart.bat to check any messages. 

 

GooD Luck. 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Jaffaree, Shamhoon
Sent: Tuesday, April 03, 2007 02:41
To: arslist@ARSLIST.ORG
Subject: Email Authentication failure error ARS 7.0.1

** 

Hi,

 

Has anyone come across the following error for the AREmail, I tried to
reset the Email Server password on the Email Configuration form but
still having this issue

 

ARS 7.0.1

Oracle 10G

RedHat Linux 4.0

IBM J2RE 1.5

 

535 5.7.0 authentication failed

Apr 2, 2007 11:35:53 AM javax.mail.Service connect

SEVERE: null 

javax.mail.AuthenticationFailedException

  at javax.mail.Service.connect(Service.java:264)

  at
com.remedy.arsys.emaildaemon.SenderModule.openTransport(SenderModule.jav
a:388)

  at
com.remedy.arsys.emaildaemon.SenderModule.doWork(SenderModule.java:185)

  at
com.remedy.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:268)

  at java.lang.Thread.run(Thread.java:799)

Apr 2, 2007 11:35:53 AM com.sun.mail.smtp.SMTPTransport checkConnected

SEVERE: Not connected 

java.lang.IllegalStateException: Not connected

  at
com.sun.mail.smtp.SMTPTransport.checkConnected(SMTPTransport.java:1398)

  at
com.sun.mail.smtp.SMTPTransport.sendMessage(SMTPTransport.java:489)

  at
com.remedy.arsys.emaildaemon.SenderModule.sendMessage(SenderModule.java:
359)

  at
com.remedy.arsys.emaildaemon.SenderModule.doWork(SenderModule.java:211)

  at
com.remedy.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:268)

  at java.lang.Thread.run(Thread.java:799)

 

Thanks

Shamhoon Zenath Jaffaree

 

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it___ 

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Any person receiving this email and any attachment(s) contained, shall
treat the information as confidential and not misuse, copy, disclose,
distribute or retain the information in any way that amounts to a breach
of confidentiality. If you are not the intended recipient, please delete
all copies of this email from your computer system. As the integrity of
this message cannot be guaranteed, neither UOB nor any entity in the UOB
Group shall be responsible for the contents. Any opinion in this email
may not necessarily represent the opinion of UOB or any entity in the
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Re: Write to Status History

[Mike White]

Thanks, Matt.  I hadn't thought to export/import, modifying the .arx.  Good
idea.  (This isn't something that I want to do a lot of!)

Mike White
Office:  813-978-2192
E-mail:  [EMAIL PROTECTED]



   
  "Carey Matthew
   
  Black"   To:   arslist@ARSLIST.ORG
   
  <[EMAIL PROTECTED]cc: 

  COM> Subject:  Re: Write to Status 
History   
  Sent by: "Action  
   
  Request System
   
  discussion
   
  list(ARSList)"
   
  <[EMAIL PROTECTED]

  ORG>  
   

   

   
  04/03/2007 08:38  
   
  Please respond to 
   
  arslist   
   

   

   




Mike,

It can be done via two paths (to my knowledge):

1) Merge events can alter the value with arx file format.
2) Direct SQL to the "H" table.

Hints:
Option #1) Do a report to arx with Field 1 and the Status-History
field. You will need to pay special attention to the control
characters that are used as separators in that ascii(ish) file.

Option #2) If you know SQL you likely will need almost no help. But
... if you do not know SQL then see option #1. :)

--
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 4/3/07, Mike White <[EMAIL PROTECTED]> wrote:
> Listers,
>
>   By any chance, does anybody know of a way to write (or overwrite)
the
> contents of Status History entries?  I'm doing some work on a form that
> didn't use the core status field, part of which includes "moving into"
this
> field.  I'd like to populate with known values if possible.
>
>   Thanks in advance for any insight you can share.
>
> Mike White
> Office:  813-978-2192
> E-mail:  [EMAIL PROTECTED]
>
>
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>

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How to retrieve the last entry on a diary field (worklog) (E-Mail Lost)

[Miguel Pinto]

Good day to all, 
   
  On the 29th of January I have post an issue to arslist.org and someone 
replied to me with a solution. Unfortunately I don't remember who replied, but 
I know that he suggested a filter or active link that would run if 
TR.Worklog!=$NULL$. If possible i would like this person to reply to me again.
   
  Kind Regards and have a nice day.

 
-
The fish are biting.
 Get more visitors on your site using Yahoo! Search Marketing.

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Good day to all, 
   
  I am currently making a scope for a project to be implemented on our company. 
One of the requests is that i have to retrieve the last entry of a diary field 
and PUSH it to one field on another form. The challenge here is how to retrieve 
the last entry of a diary field.
   
  Kind Regards

 
-
Food fight? Enjoy some healthy debate
in the Yahoo! Answers Food & Drink Q&A.

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Re: Distinct Counts

[Kemes, Lisa]

Thanks Axton, I will update the thread.  This is not the first time I
needed to see this in a table.  There have been multiple times that I
would have loved to get a Distinct table on my forms. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Monday, April 02, 2007 6:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: Distinct Counts

Kind of off topic, but I had an rfe for this that was not considered
(RFE0007086):

http://arswiki.org/bugs/show_bug.cgi?id=16
Summary: Ability to perform grouping and aggregates - table fields

The gist of the enhancement request was the ability to perform
aggregates inside table fields; being of two parts - (1) grouping and
(2) aggregate column(s) (count, sum, max, min, stddev, avg, etc.).
SQL-99 defines both grouping and aggregates as part of it's standard:
http://www.cs.ualberta.ca/~yuan/logicsql/logicsql.html#SEC9

If you have a business/use case for such a capability, please state it
in this thread or on the bugzilla entry.  It can't hurt.

Axton Grams

On 4/2/07, Reiser, John J <[EMAIL PROTECTED]> wrote:
> **
>
> Lisa,
> You can get counts ( distinct and totals) by sorting, grouping and 
> using the statistics on the ARSystem report section of the user tool.
> To get a distinct list as a report do not select any fields. Go 
> straight to the Sort tab and sort on your field of choice and select
the Group checkbox.
> Next using the Statistics tab you can enter the operation, you want
count.
> In the Label field you will need to type in the field name with $'s. 
> You can find the field name in the Compute on dropdown. It will be the

> field name you used for the Sort operation.
> Also make sure you select that filed name in the Compute on dropdown.
> Add it to the report with the Add Before button and save your report.
> When run against your form you will get a distinct list of the sorted
field.
> Example
> Form A has records
> ID Location
> 0001 North
> 0002 North
> 0003 East
> 0004 South
> 0005 West
> 0006 Giraffe
>
> Your report sort will be on Location and grouped The Statistics 
> operation will be count and the Label will be $Location$ :
> (the space and colon : separates the count from your locations.)
>
> So your report will be
>
> East :1
> Giraffe :1
> North :2
> South :1
> West :1
>
> HTH,
>
> 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
>
>
>
>
>  
>  From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa
> Sent: Monday, April 02, 2007 12:45 PM
> To: arslist@ARSLIST.ORG
> Subject: Distinct Counts
>
>
> **
> A customer would like to run reports on his form that includes 
> distinct counts.  In SQL this is easy (Select Building, 
> count(Area_Code) from PBX_COST_MASTER group by building).  How can I 
> get this data extracted from a Form in Remedy?  We do not have Crystal

> Reports yet (would that help?)
>
> We are using Remedy 6.3 patch 21.
>  __20060125___This posting was submitted with HTML

> in it___  __20060125___This posting was submitted 
> with HTML in it___


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Re: Distinct Counts

[Kemes, Lisa]

I just love this list so much.  Thanks to all who responded.  For now,
I'm going to use the SQL View option and I'll play with the ARSystem
report option to see if I can get it to work.  I played around with this
before and was not able to get it to work.  But now that I have some
nice step by step instructions, I'll be able to see what it can do for
me!

Thanks again everyone!
 
Lisa



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Reiser, John J
Sent: Monday, April 02, 2007 3:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: Distinct Counts


** 
Lisa,
You can get counts ( distinct and totals) by sorting, grouping and using
the statistics on the ARSystem report section of the user tool.
To get a distinct list as a report do not select any fields. Go straight
to the Sort tab and sort on your field of choice and select the Group
checkbox. Next using the Statistics tab you can enter the operation, you
want count.
In the Label field you will need to type in the field name with $'s. You
can find the field name in the Compute on dropdown. It will be the field
name you used for the Sort operation.
Also make sure you select that filed name in the Compute on dropdown.
Add it to the report with the Add Before button and save your report.
When run against your form you will get a distinct list of the sorted
field.
Example
Form A has records
ID Location
0001 North
0002 North
0003 East
0004 South
0005 West
0006 Giraffe
 
Your report sort will be on Location and grouped
The Statistics operation will be count and the Label will be $Location$
: 
(the space and colon : separates the count from your locations.)
 
So your report will be 
 
East :1
Giraffe :1
North :2
South :1
West :1
 
HTH,

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



 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa
Sent: Monday, April 02, 2007 12:45 PM
To: arslist@ARSLIST.ORG
Subject: Distinct Counts


** 
A customer would like to run reports on his form that includes distinct
counts.  In SQL this is easy (Select Building, count(Area_Code) from
PBX_COST_MASTER group by building).  How can I get this data extracted
from a Form in Remedy?  We do not have Crystal Reports yet (would that
help?)
 
We are using Remedy 6.3 patch 21.
 
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Re: Write to Status History

[Carey Matthew Black]

Mike,

It can be done via two paths (to my knowledge):

1) Merge events can alter the value with arx file format.
2) Direct SQL to the "H" table.

Hints:
Option #1) Do a report to arx with Field 1 and the Status-History
field. You will need to pay special attention to the control
characters that are used as separators in that ascii(ish) file.

Option #2) If you know SQL you likely will need almost no help. But
... if you do not know SQL then see option #1. :)

--
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 4/3/07, Mike White <[EMAIL PROTECTED]> wrote:

Listers,

  By any chance, does anybody know of a way to write (or overwrite) the
contents of Status History entries?  I'm doing some work on a form that
didn't use the core status field, part of which includes "moving into" this
field.  I'd like to populate with known values if possible.

  Thanks in advance for any insight you can share.

Mike White
Office:  813-978-2192
E-mail:  [EMAIL PROTECTED]

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Re: Users typing Group names in drop-down lists

[Kaiser Norm E CIV USAF 96 CG/SCWOE]

Are you sure it's a dropdown and not a field with a menu attached?

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of ARSList
Sent: Monday, April 02, 2007 6:23 PM
To: arslist@ARSLIST.ORG
Subject: Users typing Group names in drop-down lists

 

How can I prevent the users from typing in drop-down lists?

 

I have users who are typing in the Group name in the Group drop-down
lists in both HD and CHG tickets.

 

I have some tickets that have gone into limbo because the group doesn't
really exist (different capitol letters, and some other minor
differences), yet the system accepts the ticket.

 

Basically, if I can prevent the users from typing in the drop-down
lists, it would solve the problem.  If I can create some workflow, that
would allow the user to type in the correct name, but specify an error
when they don't type in the correct group name (or it doesn't send it to
the correct name), that would work too.

 

 

Thanks in advance.

 

 

Nick

 

Havin' Fun in Sacramento.

 

 

 

 

 

Nick  Hromyak

Information Technology Services Division

California Department of Health Services

 

Office: (916) 440-7158

 

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Re: Write to Status History

[Ob1 Kenobi]

You can go straight to the H table of the corresponding form and perform 
the update there. 
My advise would be to ensure that you replicate any underlying workflow 
actions to make sure you don't disrupt your data integrity.

Hope that helps. 




Internet
[EMAIL PROTECTED]

Sent by: arslist@ARSLIST.ORG
04/03/2007 08:12 AM
Please respond to
arslist@ARSLIST.ORG


To
arslist
cc

Subject
Write to Status History






Listers,

  By any chance, does anybody know of a way to write (or overwrite) 
the
contents of Status History entries?  I'm doing some work on a form that
didn't use the core status field, part of which includes "moving into" 
this
field.  I'd like to populate with known values if possible.

  Thanks in advance for any insight you can share.

Mike White
Office:  813-978-2192
E-mail:  [EMAIL PROTECTED]

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BNP PARIBAS (and its subsidiaries) shall (will) not 
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Write to Status History

[Mike White]

Listers,

  By any chance, does anybody know of a way to write (or overwrite) the
contents of Status History entries?  I'm doing some work on a form that
didn't use the core status field, part of which includes "moving into" this
field.  I'd like to populate with known values if possible.

  Thanks in advance for any insight you can share.

Mike White
Office:  813-978-2192
E-mail:  [EMAIL PROTECTED]

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Re: Users typing Group names in drop-down lists

[Vyom Labs - ITSM Support]

Hi Nick,
Please specify the version you are using. As I am using AR System 
7.0,and in that, user cannot type anything in Dropdown List. And, if you 
are using Outer box HD Application, then the Group Name is not the drop 
down list. It is actually a character field, attached with a menu. And, 
if you want to restrict the user from typing in the Group Name, then, 
you can change the field property of that character field on the general 
tab we have the “display type” property set this as dropdown list in 
place of Edit.


The other solution can be creating workflow. You can write an active 
link for comparing the Group Name typed by user with the data from the 
Group Form of AR System and give an error message accordingly.



Thanks,
Sonal


--
[EMAIL PROTECTED]

www.vyomlabs.com
Consulting | Oursourcing | Training || BMC Remedy BSM | ITIL | IT Governance



ARSList wrote:

**

How can I prevent the users from typing in drop-down lists?

I have users who are typing in the Group name in the Group drop-down 
lists in both HD and CHG tickets.


I have some tickets that have gone into limbo because the group 
doesn’t really exist (different capitol letters, and some other minor 
differences), yet the system accepts the ticket.


Basically, if I can prevent the users from typing in the drop-down 
lists, it would solve the problem. If I can create some workflow, that 
would allow the user to type in the correct name, but specify an error 
when they don’t type in the correct group name (or it doesn’t send it 
to the correct name), that would work too.


Thanks in advance.

Nick

Havin’ Fun in Sacramento.

Nick Hromyak

Information Technology Services Division

California Department of Health Services

Office: (916) 440-7158

__20060125___This posting was submitted with HTML 
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Re: Regarding archiving of table fields...some help!

[Vyom Labs - ITSM Support]

Hi Nisha,
As per the given issue you are trying to archive both the forms.
When we archive a form the data from the form is transferred to the 
archived form;
when you archive the second form the data from the form is transferred 
to the archived form.
thus the main archive form will not show the data to see the data in the 
table field. Set
the Field properties of the table of the archived main form pointing to 
the second archive form.

ie In the Table/Tree Property tab,Give the name of the second archived form.
Then you can see the data in the table of the archived main form.

Thanks,
Neha
--

[EMAIL PROTECTED]

www.vyomlabs.com
Consulting | Oursourcing | Training || BMC Remedy BSM | ITIL | IT Governance



Nisha Ramtri wrote:

**
Hello Listers,
 
Today I tried to enable archiving of one of the forms being used in my 
organisation. This form has some table fields which have some data 
coming from some second regular form through some workflow. When I 
archived only the main form containing the table field and not the 
second regular form, then in the archived form I could see the data in 
the table. However, when I archived the second regular form (in 
addition to the main form), I could not see the data in the table of 
the archived main form. The data was however available in the second 
archived form. 
 
As per the documentation, the workflow does not get attached to the 
archived forms.
 
-->So instead of actually modifying the workflow and enabling it also 
for the archived forms, how can I ensure that I can overcome this issue?
-->Has anyone ever come across this kind of issue? If yes, how has it 
been overcome?
-->Have I missed something else which needs to be taken care of so 
that such table fields are populated with the data when archived?


I got some suggestions offline but I would appreciate if there were 
some more of them. It'll be a great help if you could throw some light 
and suggest something. Thanks!
 
Rgds,

Nisha Ramtri

 
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Re: Application licensing question

[Vyom Labs - ITSM Support]

The license issued by BMC to a server are server dependent,if you have 
different server we required different license for each server
if the expiry of particular server is valid then we can purge this 
license to BMC and have new machine license till the valid period
For more information on purging of license you can search on the support 
site also have a look on the link given below


http://www.bmc.com/USA/Support/attachments/BMC_License_Purge_Agreement-323B99C5.pdf  





Thanks & Regards,
Archana

--
[EMAIL PROTECTED]

www.vyomlabs.com
Consulting | Oursourcing | Training || BMC Remedy BSM | ITIL | IT Governance


Ivan Runions wrote:

My question is on site licenses vs server licenses.

The licensing tool basically enforces this, because User Fixed 
licenses come up as being valid for a site, whereas User Float 
licenses come up as being valid for a server.


My question is on the Application license (not the Application 
Fixed/Float license).  The license tool accepts the Incident & Problem 
Application license as being valid for a site, however my Sales Rep is 
saying we need to purchase additional development copies for our Test 
and QA servers.


Can I get opinions, or better yet, facts? on this?

-ivan-



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Re: .Net Server Login issue

[Heider, Stephen]

Zero bytes here.  Same version of the API.
 
Stephen



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bill H
Sent: Monday, April 02, 2007 9:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: .Net Server Login issue


** 
Hi all! 
 
Can someone who is successfully using the BMC.ARSystem.dll
(7.0.2523.16350)  .Net Api check their msjava.dll file and tell me if it
is zero bytes in length?  That would be appreciated!  Yes I'm grasping
at straws, but I am making progress.  
 
Thanks,
Bill
 
 
 
***
VS 2005
Windows XP Pro  (localhost web server)
.Net Console App works fine
Other ASP.Net apps work just fine
BMC.ARSystem is latest version (7.0.2523.16350) of the .Net API (4 zip
files from the Community downloads)
Microsoft .Net Framework is v2.0.50727 and v1.1.4322;  BMC.ARSytem is
registered for both.
***

- Original Message - 
From: Heider, Stephen   
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Sent: Monday, April 02, 2007 5:03 AM
Subject: Re: .Net Server Login issue

** 
Bill,
 
Here are a few questions that may help you narrow down the
cause.  HTH.
 
Are you using Visual Studio 2003 or 2005?  Are you using Vista?
Are you using a 64-bit version of Windows?
 
Have you tried creating a .Net Console application that just:
logs into Remedy, outputs a GUID (for example) to the screen, then logs
out?   If you can get this to work at the console then it could be what
you have suggested - either the ASP.Net configuration or the .Net API
installation.
 
To possibly eliminate the API installation, try going through
the Uninstall steps listed in the API readme, reboot, then reinstall the
API.  Are you using the latest ARS .Net API?
 
Does your installation of ASP.Net work fine with every other
project?  Is your ASP.Net installation setup to default to use .Net
Framework 2.0 or 1.1?  
 
If you don't have a lot of ASP.Net web apps already setup on
your computer, one thing to try is to uninstall ASP.Net, reboot, then
reinstall. This may clear up a few settings that may be missing or need
resetting.
 
Finally, as a long shot, are you using a firewall other than the
Windows Firewall?  If so, try shutting down the firewall to test.  Of
course, if you are connected directly to the internet and not behind a
router, unplug your network cable first while the firewall is disabled.
 
Stephen



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bill H
Sent: Sunday, April 01, 2007 11:15 PM
To: arslist@ARSLIST.ORG
Subject: .Net Server Login issue


** 
Hi,
 
I'm trying to test the BMC AR System NET and COM API (version
7.0).  I've successfully used previous versions of Arsystem.Net without
issue.  With this version, though, after registering the types
(regasm.exe) and placing the install dir in the path I'm unable to login
to a server.  
 
The specific error I'm getting is 'server.ClientCharSet' threw
an exception of type 'System.IO.FileNotFoundException' string
{System.IO.FileNotFoundException}.  I am getting this error in an
application I am developing, but I also get the same error using the
arsys_aspnet sample code provided with the download.  BTW, I don't have
the problem with the FieldLabelChanger sample program.
 
I'm pretty sure this is a client issue or ASP.Net issue.  Maybe
it has something to do with my installation, but I've checked the
registry and found the BMC.ARSystem types.  It is interesting though
that I didn't find a BMC.ARSystem.Server.Login type.  I've also checked
that the installation directory is in the path by running the
arconfig.exe from a command prompt at the root of the drive and it
works.  
 
Finally, I might be way off base with my assumptions of the
problem.  So anyone run into this before?  Any ideas?
 
 
Server is 7.01
SQL 2000
 
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Disable copy functions

[Miguel Pinto]

Good day to all arslist users. 
   
  Can anyone please tell me how can disable the "Copy to New" and "Copy All" 
functions on Remedy Client tool.
   
  Kind Regards and have a nice day.

 
-
Don't pick lemons.
See all the new 2007 cars at Yahoo! Autos.

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Re: Strange date behavior in SSO environment

[Steinigans-Hillemann, Joerg]

Henry,
 
I already found that KB. But that only describes the way it should work.
I still have the problem that user who access my ARS application from a 
timezone like "+5,5" see the same timestamp (e.g. 'modified time') in the 
result list and the detail view with 1 hour difference.
 
BMC support (IssueID:ISS03006251) seems not very eager to validate or fix this 
problem...
 
Jörg

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Douglas, Henry
Sent: Friday, March 30, 2007 3:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: Strange date behavior in SSO environment


** 

Just so happen to be looking into that same issue. Here's the KB# from BMC 
24869. 

 

Hope this helps.

Henry Douglas 

 

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Steinigans-Hillemann, Joerg
Sent: Thursday, March 29, 2007 1:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: Strange date behavior in SSO environment

 

Hi List,

 

since there was no answer to my question, can I assume that no one else has 
this problem within a SSO environment?

 

Best regards,

Joerg

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Steinigans-Hillemann, Joerg
Sent: Friday, March 23, 2007 9:24 AM
To: arslist@ARSLIST.ORG
Subject: Strange date behavior in SSO environment

** 

Hi List,

 

has anyone else seen the following behavior (Mid-Tier 6.3 Patch 14)? Support 
told me that problem would be solved with patch 20, but it isn't solved.

 

The problem with SSO is, that the timezone of the local computer cannot be 
determined. So the entry in the User-Preferences Form is always used. 

 

The scenario is:

The entry in the User-Preferences Form is set to e.g. "Europe/London"

The local windows timezone configuration is set to something uneven (no full 
hour), e.g. "GMT +6:30 Rangun" or "GMT +5:30" or ...

Now open any Form and do a query.

 

The result is, that there is a 1 hour difference between a date field in the 
result list and the same field in the detail view.

 

The SSO behavior can be simulated by disabling the timezone detemination in the 
login.jsp and the login_common.jsp.

( In the login.jsp delete the line)

( In the login_common.jsp comment out the line   
this.document.loginForm.timezone.value=getTimezone(); )

  

Mit freundlichen Grüßen / Best regards
Jörg Steinigans-Hillemann 
KEYMILE GmbH

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