date:20070419

Yes, we can force a user to log in in lowercase only.For that Open BMC 
Remedy Admin.open USER Form.
Go to the LOgin Name Field,Double click and go to the Attributes tab, 
and select Keyword $LOWER$.


Thanks,
Vipin

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Consulting | Oursourcing | Training || BMC Remedy BSM | ITIL | IT Governance


Grooms, Frederick W wrote:
We do it in the login.jsp by adding   
   onChange=javascript:this.value = this.value.toLowerCase();   
to the input for the username just before the  that closes the input


As long as the data in the user form for the login name is in lower case
the users will have to enter it in the User tool that way.  We added a
filter to the User form (and people form if you have it) on
Submit,Modify,Merge to force the data into lowercase.

Fred

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Doug Blair
Sent: Wednesday, April 18, 2007 5:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: Lowercase question

Dave,

I just did this this afternoon!

You can do this on the login.jsp page for web users. Modify the user
name input field to include the following:

style=text-transform:lowercase

I added this between where it says type=text and the greater-than that
closes the input.

I don't know of any way to do this with the windows client

Hope this helps!

Doug
___
Doug Blair
Remedy Skilled Professional
dougatblairingdotcom
+1-224-558-5462

.. Original Message ...
On Wed, 18 Apr 2007 13:25:39 -0500 Drake,Dave [EMAIL PROTECTED]
wrote:
  

**

Question on user's logging in.  Has anyone come up with a good way to


force a user to log in lowercase only?  Thanks!
  

ARS 7.0.1, SQL2K, Win2K3 servers

Dave Drake | Remedy Administrator | Cerner Corporation - CernerWorks |


816-201-1823 | [EMAIL PROTECTED] | www.cerner.com

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Re: Web Service - Date/Time field example

2007-04-19 Thread Grooms, Frederick W

What are you looking for? ...   If you mean the data that is sent inside
the XML for a date/time value, 
it is usually sent in the format of -MM-DDTHH:MM:SS+hh:ss
 
i.e.   April 19, 2007 at 6:43 AM in a time zone 5 hours behind GMT would
be 2007-04-19T06:43:00-05:00
 
The T in the format is a constant character to separate the Date and
Time.
The + in the format is + or - depending on the GMT offset.
 
If you are in the same time zone as the server (or want the Mid-Tier
server to assume it's own time zone) you can leave off the GMT Offset
and just have 2007-04-19T06:43:00
 
Mid-Tier will of course internally convert this to a standard Remedy
DateTime value as needed.
 
Fred
 




From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rob Backstrom
Sent: Thursday, April 19, 2007 8:52 AM
To: arslist@ARSLIST.ORG
Subject: Web Service - Date/Time field example


** 
Hi,
 
I am looking for an example of what a date/time field would look like
when you submit via a web service.  Does it use the # of seconds format
123214324 or an actual date/time value like Fri April 7, 2007 14:30.
This is using the basic incident submit for ITSM 6. 
 
Thanks,
 
Rob 
 

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Re: mid-tier config issue


Whether your Mid-Tier Configuration form open or not?
Are you using IIS web server? If you are using IIS web server and 
Mid-tier Configuration form open in your system then you should check 
first the passward of the Mid-Tier in Configuration form  same passward 
should be match in AR Admin-Server Information-Mid-Tier Passward.


Thanks,
Vipin

patrick zandi wrote:

**
ok, I am working with a new mid-tier, and now attempting to get her 
working..

I did something squirrelly, not sure what ..
Pages getting are Service unavailible.
log says
2007-04-17 17:33:24 W3SVC1 127.0.0.1 http://127.0.0.1 POST 
/servletexec/admin/j_security_check - 80 HD1\USER 127.0.0.1 
http://127.0.0.1 
Mozilla/4.0+(compatible;+MSIE+6.0;+Windows+NT+5.2;+SV1;+.NET+CLR+1.1.4322;+.NET+CLR+2.0.50727;+.NET+CLR+3.0.04506.30) 
302 0 0
2007-04-17 17:33:24 W3SVC1 127.0.0.1 http://127.0.0.1 GET 
/servletexec/admin/login.jsp failed=true 80 - 127.0.0.1 
http://127.0.0.1 
Mozilla/4.0+(compatible;+MSIE+6.0;+Windows+NT+5.2;+SV1;+.NET+CLR+1.1.4322;+.NET+CLR+2.0.50727;+.NET+CLR+3.0.04506.30) 
401 1 0
2007-04-17 17:33:24 W3SVC1 127.0.0.1 http://127.0.0.1 GET 
/servletexec/admin/login.jsp failed=true 80 HD1\USER 127.0.0.1 
http://127.0.0.1 
Mozilla/4.0+(compatible;+MSIE+6.0;+Windows+NT+5.2;+SV1;+.NET+CLR+1.1.4322;+.NET+CLR+2.0.50727;+.NET+CLR+3.0.04506.30) 
200 0 0

-
NewAtlanta - just put in the latest patch 5.0.13 I think.
-
Anyone see this ?

--
Patrick Zandi
__20060125___This posting was submitted with HTML 
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Re: Issues with outbound emails with Remedy 7.0.01

2007-04-19 Thread Carey Matthew Black


Neel,

After recently reading EmailEngine-630.pdf for a few details about how
it handles multi-threading it think there are a few possible issues
with your design. ( I have not reviewed the v7 EmailEngine docs, but I
am also unaware of any major changes in it's design between the two
versions.)

[You might be ARS thread bare.]
Given 100-125 inbound processes. I would think that any single RPC
would likely not have enough threads to support all of them at the
same time. [ Although I am not finding a max number of threads for a
private RPC at the moment either... hum] So you really should have
your polling intervals staggered such that they would minimize
alignment of the polling processes with each other. ( How to do that
with 100 inbound processes is beyond my time to calculate. However you
likely need to alter the unit of the interval from minutes to seconds
to even have a shot at such a configuration. )

[You might be RAM starved.]
Given 100-125 inbound and outbound processes you might need to give
your Email engine more ram at startup.

[ You might need to tune your Engine.]
The following might all have independent value for you to evaluate for
your environment.

com.remedy.arsys.emaildaemon.server_name.RPC
com.remedy.arsys.emaildaemon.MailboxPollingUnitIsMinutes
com.remedy.arsys.emaildaemon.Monitor
com.remedy.arsys.emaildaemon.OutgoingConnectionRecycleSize
com.remedy.arsys.emaildaemon.IncomingMessagesQueueSize
com.remedy.arsys.emaildaemon.SendEmailSetSize
( and maybe other settings too )

HTH.


--
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 4/18/07, SUBSCRIBE arslist Neel [EMAIL PROTECTED] wrote:

**



Hi Susan,



We have a packaged application on top of remedy 7.0 and we have different 
companies and within those companies we have operational units and within them 
we have support-groups. Each support-group has a unique mailbox (inbound and 
outbound). The application is being used in many countries and so on and over 
half of the emails are for agents (notifications and reminders) and then there 
are emails between agents and customers as well.



Yes, we have that many configuration records.



Thank you,

Neel Gautam
Accenture - Chicago Delivery Centre
Office:  312-693-7279   Mobile:  630-440-6335
MSN: [EMAIL PROTECTED] AIM: neelgautam

Core   Values:
Stewardship
Best People
Client Value   Creation
One Global Network
Respect for the   Individual
Integrity


snip


On 4/18/07, SUBSCRIBE arslist Neel [EMAIL PROTECTED] wrote:

**
Hello everybody,

Outbound emails seem to be working. However, it's rather random. We have about 100-125 or 
so outbound mailboxes with polling interval of 15 minutes and every hour 1500 or so 
emails are going out. Now, sometimes, emails take REALLY long time to go out and waiting 
in the queue with status = YES.



Also, it's not that outbound email is not working at all. It is definitely 
working but it's rather random. Some emails gets sent within 15 minutes while 
some emails just stay in queue (there is no error, even in the log). Any 
guesses as to why this could be happening?

Thank you,

Neel Gautam
Accenture - Chicago Delivery Centre
Office:  312-693-7279   Mobile:  630-440-6335
MSN: [EMAIL PROTECTED] AIM: neelgautam
Core Values:
Stewardship
Best People
Client Value Creation
One Global Network
Respect for the Individual
Integrity


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Re: Question regarding Date field NOT the Date-Time field

Suppose you have a date field on your form which saves the date in 
format like 4/19/2007 (mm/dd/), it will be displayed as it is in 
crystal report, by default. As far as I have understood, by meaningful, 
you may be required to view the date as 4 April 2007 or Thursday,April 
19,2007 or any other format.
Through formatting options in crystal designer, it is possible. First 
you open the .rpt file of your report in crystal designer, select the 
date field object on your report design, from Format menu select 
Format Field and you will view the several other formats available. 
Select one of them and save the .rpt. Now open this .rpt in business 
object, and you will get to see the selected format of date.


Thanks,
Anshuman

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Consulting | Oursourcing | Training || BMC Remedy BSM | ITIL | IT Governance



Joe D'Souza wrote:

**
To the best of my knowledge, no, but a workaround could be to create 
that join internally within the ARS and then report from BO out of 
that join..
 
Another alternative could be to create the join from the DB, create a 
view form in the ARS from that join created in the DB, and then 
connect to BO using the AR System ODBC driver and report out of that 
view...
 
There might be other options around too but I'm not feeling too 
creative right now it being nearly 11:40 PM...
 
Cheers
 
Joe


-Original Message-
*From:* Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of *Frank Caruso
*Sent:* Wednesday, April 18, 2007 7:44 PM
*To:* arslist@ARSLIST.ORG
*Subject:* Re: Question regarding Date field NOT the Date-Time
field

** Will the ARS ODBC driver allow the joining of tables(views)? I
know it does not in excel, access and crystal. Does it work
different in Business Objects?

On 4/18/07, *Joe D'Souza* [EMAIL PROTECTED]
mailto:[EMAIL PROTECTED] wrote:

**
Is there any specific reason why you are not using the AR
System ODBC driver to view the data tables?
 
Joe


-Original Message-
*From:* Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG
mailto:arslist@ARSLIST.ORG]*On Behalf Of *Shyam Attavar
*Sent:* Wednesday, April 18, 2007 7:10 PM
*To:* arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG
*Subject:* Question regarding Date field NOT the
Date-Time field

**
Dear listers,
 
I am trying to run reports through Business Objects

universe that directly points to the Remedy views in the
Oracle DB. However, there is one field that is created as
a Date field and I would like to convert the data stored
in this field to something more meaningful in Business
Objects. I was wondering if there is some calculation any
of you have readily available to do this conversion.
 
Any pointers in this regard would be really helpful and

much appreciated.
 
Thanks in advance.

Cheers,
--
Shyam

__20060125___This posting was submitted
with HTML in it___ 





-- 
Frank Caruso

Specific Integration, Inc.
Senior Remedy Engineer, ITIL Foundation Certified
www.specificintegration.com http://www.specificintegration.com
703-376-1249 __20060125___This posting was
submitted with HTML in it___ 

__20060125___This posting was submitted with HTML 
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Re: Report destination to file problem


Hi,

Whenever the crystal report viewer installed with AR user tool, the 
crpe32.dll file has been created in default place i.e.

on server with business object loaded-
C:\Program Files\Common Files\Business Objects\3.0\bin
C:\Program Files\Common Files\Crystal Decisions\2.5\bin
C:\Program Files\Business Objects\common\3.5\bin
on client with crystal viewer-
C:\Program Files\Common Files\Business Objects\3.0\bin

But i think this is not your problem, your problem is- People would like 
to save the report to excel but are unable to get the export dialog to 
appear.
You can open your report in crystal viewer, where the export facilty 
also available which could convert it any format. Follow this steps-
First try to choose screen option in destination field on the open 
window action.
And when the reportviewer will open at the time of run report, you can 
directly click Export report button in toolbar option and export 
report to any format(.pdf, .xls, .doc, etc).

Hope this will help you.

Thanks,
Vipin


--
[EMAIL PROTECTED]

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



Liz Feulner wrote:

**
ARS 6.3 HD 6.0 Oracle 10g Windows 2003
 
Everyone can run Reports from the report link on the console using the 
client if they leave the default destination of Screen.  People would 
like to save the report to excel but are unable to get the export 
dialog to appear.  When they choose Destination: File and press Run 
Report, there is no response.   For some the export dialog appears and 
works.  I've been trying to find some commonality between those that 
can open the export dialog and those that can't, but haven't found 
anything yet.  
 
For example, Sue doesn't get the export dialog box at her pc.  Her 
home directory is her K drive.  She has crpe32.dll in 
C:\ProgramFiles\ARSystem\Home.  But, when she comes over to my pc, the 
export dialog comes up and she can save the report as excel or pdf.  
My home directory is C:\ProgramFiles\ARSystem and have crpe32.dll in 
the same folder. I have crystal installed on my pc, but the others 
don't.  I have admin permissions, the others do not.
 
Example 2,  sees the export dialog box.  His home directory is 
C:\Program Files\AR System\User and has crpe32.dll in 
C:\ProgramFiles\ARSystem\User.
 
Example 3,  sees the export dialog box.  His home directory is 
C:\Documents and Settings\userid\Application Data\Ar 
System\Home\arcmds and has no crpe32.dll file on his pc.
__20060125___This posting was submitted with HTML 
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Re: How to know what hostid Remedy will generate if the server has several network cards


Hi,
As you mentioned, there are multiple NICs in your server(may be 
one-onboard and other-NIC card). If am not wrong, each NIC on your 
machine will be dealing with a seperate network. This situation is 
typically like a router. You might be using one NIC to access your local 
intranet  and other NIC through which your server is connected to the 
global network.
Now in that case, you need to mention the MAC address of that NIC on 
which you want the global connectivity. You will find the same MAC 
address as HostID in the license provided by BMC. So the selection of 
HostID will depends on you, which NIC you want to work with ARS. Now if 
this NIC fails, ARS may not recognize the licenses through the other NIC. 
Hope this will help you.


Thanks,
Anshuman


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[EMAIL PROTECTED]

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


Luis Aparicio Gutierrez wrote:

Yes, the Windows administrator said that  the macaddress is a virtual one
under which the phisical mac address will respond

Saludos/Regards

Luis Aparicio Gutierrez
IBM Spain, ITS (Integrated Technology Services)
IT Specialist
ITIL Foundations Certified



   
 Axton 
 [EMAIL PROTECTED] 
 L.COM To 
 Sent by: Action  arslist@ARSLIST.ORG 
 Request System cc 
 discussion
 list(ARSList)Subject 
 [EMAIL PROTECTED] Re: How to know what hostid Remedy  
 ORG  will generate if the server has 
   several network cards   
   
 18/04/2007 19:34  
   
   
 Please respond to 
 [EMAIL PROTECTED] 
RG 
   
   





Are you doing NIC teaming?

Axton

On 4/18/07, Luis Aparicio Gutierrez [EMAIL PROTECTED] wrote:
  

Windows 2003

Saludos/Regards

Luis Aparicio Gutierrez
IBM Spain, ITS (Integrated Technology Services)
IT Specialist
ITIL Foundations Certified




 Axton
 [EMAIL PROTECTED]
 L.COM


To
  

 Sent by: Action  arslist@ARSLIST.ORG
 Request System


cc
  

 discussion
 list(ARSList)


Subject
  

 [EMAIL PROTECTED] Re: How to know what hostid Remedy
 ORG  will generate if the server has
   several network cards

 18/04/2007 19:18


 Please respond to
 [EMAIL PROTECTED]
RG






What OS?

Axton Grams

On 4/18/07, Rick Cook [EMAIL PROTECTED] wrote:


I think it will select the primary one (slot 0).  If you don't have
  

some
  

way


of making that one th primary all of the time, or you have a failover
situation to a secondary NIC, you may have issues where it won't
  

recognize


the licenses.

Rick

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Luis Aparicio Gutierrez
Sent: Wednesday, April 18, 2007 9:24 AM
To: arslist@ARSLIST.ORG
Subject: How to know what hostid Remedy will generate if the server has
several network cards

I would like to know what hostid Remedy will generate to ask for the
licenses, without installing ARS. I know that the hostid will be the
  

Mac
  

Address without -, but our server has several network cards. How can
  

I
  

guess in this case which hostid will Remedy select?

Thanks

Saludos/Regards

Luis Aparicio Gutierrez
IBM Spain, ITS (Integrated Technology Services) IT Specialist ITIL
Foundations Certified


  



  

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the


Answers Are


  

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the

Re: SHR:Consolidated List- Archiving.

I am agree that SHR:Consolidated list constitute the HPD:HelpDesk, 
CHG:Change, and CHG:Task, data the form is used for reteriving the data 
in the remedy requester and remedy support console's. Archiving the 
SHR:Consolidated list will have an effict on the consoles. thus 
archiving the form is not a good practice.



Thanks,
Neha

--
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Den Fong wrote:

**
Has anyone ran archiving on SHR:Consolidated list for ITSM 5.6?  Are 
there any issues with doing that?
 
Den
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Re: Lowercase question

2007-04-19 Thread Shellman, David

I believe that Dave's question really is more along the lines of not how
to make the login be lower case but how to have it transformed to lower
case even if the person logging in types it in upper case.

Looks like Fred, Doug and others have given nice solutions for MidTier.

I'm not sure how to force it for the desktop client other than
education, education, and more education.  We allow guest login and I
often get calls/tickets that when folks try to update a record they get
permission errors.  99.9% of the time it's because they logged in using
upper case and the login is in lower case.

Dave 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Vyom Labs - ITSM Support
Sent: Thursday, April 19, 2007 10:14 AM
To: arslist@ARSLIST.ORG
Subject: Re: Lowercase question

Yes, we can force a user to log in in lowercase only.For that Open BMC 
Remedy Admin.open USER Form.
Go to the LOgin Name Field,Double click and go to the Attributes tab, 
and select Keyword $LOWER$.

Thanks,
Vipin

-- 
[EMAIL PROTECTED]

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


Grooms, Frederick W wrote:
 We do it in the login.jsp by adding   
onChange=javascript:this.value = this.value.toLowerCase();   
 to the input for the username just before the  that closes the input

 As long as the data in the user form for the login name is in lower
case
 the users will have to enter it in the User tool that way.  We added a
 filter to the User form (and people form if you have it) on
 Submit,Modify,Merge to force the data into lowercase.

 Fred

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:[EMAIL PROTECTED] On Behalf Of Doug Blair
 Sent: Wednesday, April 18, 2007 5:01 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: Lowercase question

 Dave,

 I just did this this afternoon!

 You can do this on the login.jsp page for web users. Modify the user
 name input field to include the following:

 style=text-transform:lowercase

 I added this between where it says type=text and the greater-than
that
 closes the input.

 I don't know of any way to do this with the windows client

 Hope this helps!

 Doug
 ___
 Doug Blair
 Remedy Skilled Professional
 dougatblairingdotcom
 +1-224-558-5462

 .. Original Message ...
 On Wed, 18 Apr 2007 13:25:39 -0500 Drake,Dave
[EMAIL PROTECTED]
 wrote:
   
 **

 Question on user's logging in.  Has anyone come up with a good way to
 
 force a user to log in lowercase only?  Thanks!
   
 ARS 7.0.1, SQL2K, Win2K3 servers

 Dave Drake | Remedy Administrator | Cerner Corporation - CernerWorks
|
 
 816-201-1823 | [EMAIL PROTECTED] | www.cerner.com



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Re: New Support Policy?

2007-04-19 Thread Gary Dries


Lesson learned, if you are deciding to use a VAR for support, as stated
before make sure they are AST Certified and if they are one of the many
European firms be sure that they have the ability through BMC to support US
Customers.  We ran into that exact issue and it took 4 to 5 months for that
VAR to get certified to support customer across the pond.

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Re: Performance Issue with Active Links- Reg.,

Hi Vinod,
*To increase the performance of the user, we can use arcache modes set
for the user in the admin tool. If the arcache mode is set for the admin
tool, ARUser will be having an issue of performance and if it’s set for
user, performance for workflow will be achieved. For more information on
arcache, this will also depend on the configuration of the machine.

Thanks,
Sonal
*

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Consulting | Oursourcing | Training || BMC Remedy BSM | ITIL | IT Governance

Vinod wrote:

Hi,
We currently work on one of the customised HelpDesk application.
Whenever i open any active link of the HelpDesk form from a remote
machine, it takes around 90-100 seconds whereas when i open an
activelink of any other form in the same environment, it takes around
15 seconds.
Taking 15 seconds for opening an object from a remote machine is
acceptable but 100 seconds is too high. I am trying to find out the
reason for the issue and i am looking for ways to improve the
performance, whenever i open the active links of our HelpDesk form.
Please provide me with some insight/thoughts on what may be the reason
for such performance issue? Any suggestions or ideas for rectifying
the issue is highly appretiated.

Server : ARSystem 6.3
Admin Tool : 6.3 (Patch 20)
THanks and Regards,
Vinod

Yahoo! Answers - Got a question? Someone out there knows the answer.
Try it now
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Re: Crystal Question: Arrays


Hi,
Yes you are doing on a right way, use the split function and create a 
variable.
First you go formula field-new-name-use editor-select split 
function(In function box)-set the formula - save it
To pass that variable in the cross tab where you want to retieve the 
subvalues.


Thanks,
Vipin

--

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Ben Cantatore wrote:

**
I think what you want is something like:

split({Remedy field},|)[1]

Remedy field is replaced with whatever db field you're reporting 
against, the delimiter you're using encapsulated with quotes followed 
by the array subscript which in Crystal syntax I believe starts at 1. 
 Hope that helps.


I've found this website VERY helpful when I'm having Crystal 
questions:  http://www.tek-tips.com/


The home page is busy, but if you use the search option and put 
crystal in you'll get to the main forum for crystal.  





*Shawn Stonequist [EMAIL PROTECTED]*
Sent by: Action Request System discussion list(ARSList) 
arslist@ARSLIST.ORG


04/18/2007 10:52 AM
Please respond to
arslist@ARSLIST.ORG



To
arslist@ARSLIST.ORG
cc

Subject
Crystal Question: Arrays









Greetings List!

I'm trying to run a Crystal Report using Data from Remedy. In one field I
have a menu which sets values such as

Value1: SubValue1
Value1: SubValue2
Value2: SubValue1

etc.

I'm trying use the Split command to break these apart so I can group the
SubValues by the Value in a Cross-Tab.

I've got the formula for the Split, but I can't figure out how to use this
to grab the first element created and display it so that I can use it 
in the

groupings.

Is there a way to do this? Or, is there another way to break this one 
field

into two (e.g. like Excel's Text to Columns using a Delimiter of :)?

I've poured through the Crystal Help, but it wasn't helpful- when I seemed
to get a valid solution, I was told that I needed to script the array,
example: Array [i]. When I put the Split into the brackets, it said 
that the

rest wasn't part of the equation.

Thanks in advance for your help!!!
Shawn Stonequist
Emns, Inc.

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Re: Question regarding Date field NOT the Date-Time field

2007-04-19 Thread Thomas Bean

Shyam,
If you are using an Oracle DB, there is a very simple native function you 
can use to convert the date fields:

select to_char(to_date(2449992, 'J'), 'MON-DD-') from dual;

In the above example, simply replace the value '2449992' with the column 
name of the date field from the Remedy view.

HTH,

Thomas

- Original Message - 
From: Shyam Attavar [EMAIL PROTECTED]
Newsgroups: gmane.comp.crm.arsystem.general
To: arslist@ARSLIST.ORG
Sent: Wednesday, April 18, 2007 18:10
Subject: Question regarding Date field NOT the Date-Time field


Dear listers,

I am trying to run reports through Business Objects universe that directly 
points to the Remedy views in the Oracle DB. However, there is one field 
that is created as a Date field and I would like to convert the data stored 
in this field to something more meaningful in Business Objects. I was 
wondering if there is some calculation any of you have readily available to 
do this conversion.

Any pointers in this regard would be really helpful and much appreciated.

Thanks in advance.
Cheers,
--
Shyam 

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ARS 6.3 SQL 2005

2007-04-19 Thread Pargeter, Christie

Is anyone running ARS 6.3 on SQL 2005?  Is there any issues?  I don't
see it on Remedy's comp ability list but wanted to know if it works or
not.
 
Thanks
 
 
 

Christie Pargeter 
Weyerhaeuser  Documentation  Training 
[EMAIL PROTECTED] 
  Portland, OR  
tel: 503-553-8512
fax: 503-553-8479   
 

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Ivy.gif
Description: Ivy.gif

Re: Lowercase question

2007-04-19 Thread Michiel Beijen


I guess there is one gotcha: it might be nice to convert login names
to lowercase but passwords can be mixed case
if you have caps-lock on by accident you might not notice it this way
because the login is converted to lowercase (at least, at some point)
and the password is hidden.

--
Met vriendelijke groet / Kind regards
Michiel Beijen
__
MANSOLUTIONS
Energieweg 60-62
3771 NA Barneveld
The Netherlands
Tel. +31-(0)612968592
Mail [EMAIL PROTECTED]
Internet http://bsm.mansolutions.nl


On 4/19/07, Shellman, David [EMAIL PROTECTED] wrote:

I believe that Dave's question really is more along the lines of not how
to make the login be lower case but how to have it transformed to lower
case even if the person logging in types it in upper case.

Looks like Fred, Doug and others have given nice solutions for MidTier.

I'm not sure how to force it for the desktop client other than
education, education, and more education.  We allow guest login and I
often get calls/tickets that when folks try to update a record they get
permission errors.  99.9% of the time it's because they logged in using
upper case and the login is in lower case.

Dave

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Vyom Labs - ITSM Support
Sent: Thursday, April 19, 2007 10:14 AM
To: arslist@ARSLIST.ORG
Subject: Re: Lowercase question

Yes, we can force a user to log in in lowercase only.For that Open BMC
Remedy Admin.open USER Form.
Go to the LOgin Name Field,Double click and go to the Attributes tab,
and select Keyword $LOWER$.

Thanks,
Vipin

--
[EMAIL PROTECTED]

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


Grooms, Frederick W wrote:
 We do it in the login.jsp by adding
onChange=javascript:this.value = this.value.toLowerCase();
 to the input for the username just before the  that closes the input

 As long as the data in the user form for the login name is in lower
case
 the users will have to enter it in the User tool that way.  We added a
 filter to the User form (and people form if you have it) on
 Submit,Modify,Merge to force the data into lowercase.

 Fred

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:[EMAIL PROTECTED] On Behalf Of Doug Blair
 Sent: Wednesday, April 18, 2007 5:01 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: Lowercase question

 Dave,

 I just did this this afternoon!

 You can do this on the login.jsp page for web users. Modify the user
 name input field to include the following:

 style=text-transform:lowercase

 I added this between where it says type=text and the greater-than
that
 closes the input.

 I don't know of any way to do this with the windows client

 Hope this helps!

 Doug
 ___
 Doug Blair
 Remedy Skilled Professional
 dougatblairingdotcom
 +1-224-558-5462

 .. Original Message ...
 On Wed, 18 Apr 2007 13:25:39 -0500 Drake,Dave
[EMAIL PROTECTED]
 wrote:

 **

 Question on user's logging in.  Has anyone come up with a good way to

 force a user to log in lowercase only?  Thanks!

 ARS 7.0.1, SQL2K, Win2K3 servers

 Dave Drake | Remedy Administrator | Cerner Corporation - CernerWorks
|

 816-201-1823 | [EMAIL PROTECTED] | www.cerner.com



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Re: How to know what hostid Remedy will generate if the server has several network cards


I can confirm that ARS will NOT recognize the licenses through the other
NIC.  We had an instance on our dev server a couple of weeks back where for
some reason (everyone blamed 'no one' ) but the server switched to the #2
NIC card.  The licensing on the server became the 'evaluation' license with
3 users.  What I did find which must have changed at some year, was that now
it's quite evident what the host ID is on the server by doing the ipconfig
/all.  You'll see it matches the host id in the license tool.

As a side to the above, by the time I got the licenses switched to the other
host id, 'no one' switched the server back to NIC #1 and I had to go through
the whole licensing thing again.  It was not a pretty site.

hth,
Susan


On 4/19/07, Vyom Labs - ITSM Support [EMAIL PROTECTED] wrote:


Hi,
As you mentioned, there are multiple NICs in your server(may be
one-onboard and other-NIC card). If am not wrong, each NIC on your
machine will be dealing with a seperate network. This situation is
typically like a router. You might be using one NIC to access your local
intranet  and other NIC through which your server is connected to the
global network.
Now in that case, you need to mention the MAC address of that NIC on
which you want the global connectivity. You will find the same MAC
address as HostID in the license provided by BMC. So the selection of
HostID will depends on you, which NIC you want to work with ARS. Now if
this NIC fails, ARS may not recognize the licenses through the other NIC.
Hope this will help you.

Thanks,
Anshuman


--
[EMAIL PROTECTED]

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


Luis Aparicio Gutierrez wrote:
 Yes, the Windows administrator said that  the macaddress is a virtual
one
 under which the phisical mac address will respond

 Saludos/Regards

 Luis Aparicio Gutierrez
 IBM Spain, ITS (Integrated Technology Services)
 IT Specialist
 ITIL Foundations Certified




  Axton
  [EMAIL PROTECTED]
  L.COM
To
  Sent by: Action  arslist@ARSLIST.ORG
  Request System
cc
  discussion

  list(ARSList)Subject
  [EMAIL PROTECTED] Re: How to know what hostid
Remedy
  ORG  will generate if the server has
several network cards

  18/04/2007 19:34


  Please respond to
  [EMAIL PROTECTED]
 RG






 Are you doing NIC teaming?

 Axton

 On 4/18/07, Luis Aparicio Gutierrez [EMAIL PROTECTED] wrote:

 Windows 2003

 Saludos/Regards

 Luis Aparicio Gutierrez
 IBM Spain, ITS (Integrated Technology Services)
 IT Specialist
 ITIL Foundations Certified




  Axton
  [EMAIL PROTECTED]
  L.COM

 To

  Sent by: Action  arslist@ARSLIST.ORG
  Request System

 cc

  discussion
  list(ARSList)

 Subject

  [EMAIL PROTECTED] Re: How to know what hostid
Remedy
  ORG  will generate if the server has
several network cards

  18/04/2007 19:18


  Please respond to
  [EMAIL PROTECTED]
 RG






 What OS?

 Axton Grams

 On 4/18/07, Rick Cook [EMAIL PROTECTED] wrote:

 I think it will select the primary one (slot 0).  If you don't have

 some

 way

 of making that one th primary all of the time, or you have a failover
 situation to a secondary NIC, you may have issues where it won't

 recognize

 the licenses.

 Rick

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:[EMAIL PROTECTED] On Behalf Of Luis Aparicio Gutierrez
 Sent: Wednesday, April 18, 2007 9:24 AM
 To: arslist@ARSLIST.ORG
 Subject: How to know what hostid Remedy will generate if the server
has
 several network cards

 I would like to know what hostid Remedy will generate to ask for the
 licenses, without installing ARS. I know that the hostid will be the

 Mac

 Address without -, but our server has several network cards. How can

 I

 guess in this case which hostid will Remedy select?

 Thanks

 Saludos/Regards

 Luis Aparicio Gutierrez
 IBM Spain, ITS (Integrated Technology Services) IT Specialist ITIL
 Foundations Certified







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Re: Issues with outbound emails with Remedy 7.0.01

2007-04-19 Thread Michiel Beijen

Also, it is perfectly possible to supply a different from and reply-to
address by using workflow. This way you will only need one outgoing
mailbox. As Carey stated, each maibox starts its own thread, consuming
resources on your server.

The same is true for incoming e-mail, if you would forward the emails
to one mailbox (with a .forward or alike) you can separate out using
workflow which e-mail belongs to which group. Of course this will need
a re-design of your application.

--
Met vriendelijke groet / Kind regards
Michiel Beijen
__
MANSOLUTIONS
Energieweg 60-62
3771 NA Barneveld
The Netherlands
Tel. +31-(0)612968592
Mail [EMAIL PROTECTED]
Internet http://bsm.mansolutions.nl

On 4/19/07, Carey Matthew Black [EMAIL PROTECTED] wrote:

Neel,

After recently reading EmailEngine-630.pdf for a few details about how
it handles multi-threading it think there are a few possible issues
with your design. ( I have not reviewed the v7 EmailEngine docs, but I
am also unaware of any major changes in it's design between the two
versions.)

[You might be ARS thread bare.]
Given 100-125 inbound processes. I would think that any single RPC
would likely not have enough threads to support all of them at the
same time. [ Although I am not finding a max number of threads for a
private RPC at the moment either... hum] So you really should have
your polling intervals staggered such that they would minimize
alignment of the polling processes with each other. ( How to do that
with 100 inbound processes is beyond my time to calculate. However you
likely need to alter the unit of the interval from minutes to seconds
to even have a shot at such a configuration. )

[You might be RAM starved.]
Given 100-125 inbound and outbound processes you might need to give
your Email engine more ram at startup.

[ You might need to tune your Engine.]
The following might all have independent value for you to evaluate for
your environment.

com.remedy.arsys.emaildaemon.server_name.RPC
com.remedy.arsys.emaildaemon.MailboxPollingUnitIsMinutes
com.remedy.arsys.emaildaemon.Monitor
com.remedy.arsys.emaildaemon.OutgoingConnectionRecycleSize
com.remedy.arsys.emaildaemon.IncomingMessagesQueueSize
com.remedy.arsys.emaildaemon.SendEmailSetSize
( and maybe other settings too )

HTH.

--
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 4/18/07, SUBSCRIBE arslist Neel [EMAIL PROTECTED] wrote:
**

Hi Susan,

We have a packaged application on top of remedy 7.0 and we have different
companies and within those companies we have operational units and within them we
have support-groups. Each support-group has a unique mailbox (inbound and
outbound). The application is being used in many countries and so on and over half
of the emails are for agents (notifications and reminders) and then there are
emails between agents and customers as well.

Yes, we have that many configuration records.

Thank you,

Neel Gautam
Accenture - Chicago Delivery Centre
Office: 312-693-7279 Mobile: 630-440-6335
MSN: [EMAIL PROTECTED] AIM: neelgautam

Core Values:
Stewardship
Best People
Client Value Creation
One Global Network
Respect for the Individual
Integrity

snip

On 4/18/07, SUBSCRIBE arslist Neel [EMAIL PROTECTED] wrote:

**
Hello everybody,

Outbound emails seem to be working. However, it's rather random. We have about 100-125
or so outbound mailboxes with polling interval of 15 minutes and every hour 1500 or so
emails are going out. Now, sometimes, emails take REALLY long time to go out and waiting in
the queue with status = YES.

Also, it's not that outbound email is not working at all. It is definitely
working but it's rather random. Some emails gets sent within 15 minutes while some
emails just stay in queue (there is no error, even in the log). Any guesses as to
why this could be happening?

Thank you,

Neel Gautam
Accenture - Chicago Delivery Centre
Office: 312-693-7279 Mobile: 630-440-6335
MSN: [EMAIL PROTECTED] AIM: neelgautam
Core Values:
Stewardship
Best People
Client Value Creation
One Global Network
Respect for the Individual
Integrity

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Re: SHR:Consolidated List- Archiving.

2007-04-19 Thread Timothy Powell

I disagree. When a Helpdesk or Change (Main Change or Task) request is
created, a copy of that record is created in the SHR:ConsolidatedList
(SHR:ConList) form. Out-of-Box, the Assigned Requests table (tbl_Requests)
on the consoles are querying against the SHR:ConList form, and is qualified
to show only open requests (Status  Resolved). Once a request is
resolved, it is no longer displayed in the table. By rule, Resolved requests
can be re-opened by support staff or the requester at any time. However,
once a ticket goes to a status of Closed, by rule (enforced by filter) the
ticket cannot be re-opened by anybody (except an Administrator). So Closed
tickets being re-opened is rare since it is generally bad process AND
regular end users are prohibited by filter enforcement.

We archive off our SHR:ConList records where the status is Closed and it has
been over 30 days since the Closed status was committed. We have had no ill
effects as a result. As a matter of fact, we saw a marked increase in speed
when loading the Assigned Requests tables on the consoles. The tables are
qualified such that a table scan results when you refresh the Assigned
Requests table, and now that we don't have nearly as many records for that
scan to process, it's much faster. 

We did cover our bases and added a new filter that creates a new SHR:ConList
record in the very rare instance that a Closed HD or CHG record is
re-opened. 

HTH,
Tim 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Vyom Labs - ITSM Support
Sent: Thursday, April 19, 2007 10:29 AM
To: arslist@ARSLIST.ORG
Subject: Re: SHR:Consolidated List- Archiving.

I am agree that SHR:Consolidated list constitute the HPD:HelpDesk,
CHG:Change, and CHG:Task, data the form is used for reteriving the data in
the remedy requester and remedy support console's. Archiving the
SHR:Consolidated list will have an effict on the consoles. thus archiving
the form is not a good practice.


Thanks,
Neha

--
[EMAIL PROTECTED]

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



Den Fong wrote:
 **
 Has anyone ran archiving on SHR:Consolidated list for ITSM 5.6?  Are 
 there any issues with doing that?
  
 Den
 __20060125___This posting was submitted with HTML 
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Re: Crystal Question: Arrays


Ben,
Thanks for the great website tip.
Susan


On 4/18/07, Ben Cantatore [EMAIL PROTECTED] wrote:


**
I think what you want is something like:

split({Remedy field},|)[1]

Remedy field is replaced with whatever db field you're reporting against,
the delimiter you're using encapsulated with quotes followed by the array
subscript which in Crystal syntax I believe starts at 1.  Hope that helps.

I've found this website VERY helpful when I'm having Crystal questions:
http://www.tek-tips.com/

The home page is busy, but if you use the search option and put crystal in
you'll get to the main forum for crystal.




  *Shawn Stonequist [EMAIL PROTECTED]*
Sent by: Action Request System discussion list(ARSList) 
arslist@ARSLIST.ORG

04/18/2007 10:52 AM   Please respond to
arslist@ARSLIST.ORG

   To
arslist@ARSLIST.ORG  cc
  Subject
Crystal Question: Arrays




Greetings List!

I'm trying to run a Crystal Report using Data from Remedy. In one field I
have a menu which sets values such as

Value1: SubValue1
Value1: SubValue2
Value2: SubValue1

etc.

I'm trying use the Split command to break these apart so I can group the
SubValues by the Value in a Cross-Tab.

I've got the formula for the Split, but I can't figure out how to use this
to grab the first element created and display it so that I can use it in
the
groupings.

Is there a way to do this? Or, is there another way to break this one
field
into two (e.g. like Excel's Text to Columns using a Delimiter of :)?

I've poured through the Crystal Help, but it wasn't helpful- when I seemed
to get a valid solution, I was told that I needed to script the array,
example: Array [i]. When I put the Split into the brackets, it said that
the
rest wasn't part of the equation.

Thanks in advance for your help!!!
Shawn Stonequist
Emns, Inc.


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Re: How to know what hostid Remedy will generate if the server has several network cards (U)

2007-04-19 Thread Hennigan, Sandra H CTR OSD-CIO

UNCLASSIFIED

For teamed NICs, set the alias for BOTH NICs to a single MAC address.  

The MAC address, without the - is the Host ID on a Windows server.
This way the license file is valid when your hardware fails over.

Sandra Hennigan

OSD Remedy Administrator
Office # 703-602-2525 x251
CACI - Ever Vigilant(tm)

Apparently, there is nothing that cannot happen today.  Mark Twain

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer
Sent: Thursday, April 19, 2007 10:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: How to know what hostid Remedy will generate if the server
has several network cards


** 
I can confirm that ARS will NOT recognize the licenses through the other
NIC.  We had an instance on our dev server a couple of weeks back where
for some reason (everyone blamed 'no one' ) but the server switched to
the #2 NIC card.  The licensing on the server became the 'evaluation'
license with 3 users.  What I did find which must have changed at some
year, was that now it's quite evident what the host ID is on the server
by doing the ipconfig /all.  You'll see it matches the host id in the
license tool. 
 
As a side to the above, by the time I got the licenses switched to the
other host id, 'no one' switched the server back to NIC #1 and I had to
go through the whole licensing thing again.  It was not a pretty site. 
 
hth,
Susan

 
On 4/19/07, Vyom Labs - ITSM Support [EMAIL PROTECTED] wrote: 

Hi,
As you mentioned, there are multiple NICs in your server(may be
one-onboard and other-NIC card). If am not wrong, each NIC on
your 
machine will be dealing with a seperate network. This situation
is
typically like a router. You might be using one NIC to access
your local
intranet  and other NIC through which your server is connected
to the
global network.
Now in that case, you need to mention the MAC address of that
NIC on
which you want the global connectivity. You will find the same
MAC
address as HostID in the license provided by BMC. So the
selection of 
HostID will depends on you, which NIC you want to work with ARS.
Now if
this NIC fails, ARS may not recognize the licenses through the
other NIC.
Hope this will help you.

Thanks,
Anshuman


-- 
[EMAIL PROTECTED]

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


Luis Aparicio Gutierrez wrote:
 Yes, the Windows administrator said that  the macaddress is a
virtual one
 under which the phisical mac address will respond

 Saludos/Regards

 Luis Aparicio Gutierrez
 IBM Spain, ITS (Integrated Technology Services)
 IT Specialist
 ITIL Foundations Certified




  Axton
   [EMAIL PROTECTED]
  L.COM
To
  Sent by: Action  arslist@ARSLIST.ORG 
  Request System
cc
  discussion
  list(ARSList)
Subject
   [EMAIL PROTECTED] Re: How to know what
hostid Remedy
  ORG  will generate if the
server has
several network cards

  18/04/2007 19:34


  Please respond to
  [EMAIL PROTECTED]
 RG


 



 Are you doing NIC teaming?

 Axton

 On 4/18/07, Luis Aparicio Gutierrez [EMAIL PROTECTED]
wrote:

 Windows 2003

 Saludos/Regards

 Luis Aparicio Gutierrez
 IBM Spain, ITS (Integrated Technology Services)
 IT Specialist
 ITIL Foundations Certified 




  Axton
  [EMAIL PROTECTED]
  L.COM

 To

  Sent by: Action  arslist@ARSLIST.ORG
  Request System

 cc

  discussion
  list(ARSList)

 Subject

  [EMAIL PROTECTED] Re: How to know what
hostid Remedy
  ORG  will generate if the
server has 
several network cards

  18/04/2007 19:18


  Please respond to
   [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] 
 RG

Re: SHR:Consolidated List- Archiving.

2007-04-19 Thread Rick Cook

I see what you're saying, Tim, but wouldn't the same effect on performance
be noticed by simply putting workflow in place to delete Closed tickets from
SHR:ConList, as most of us have done?

And the HD/CM/TSK records are not copied in their entirety to SHR:ConList -
just the gist of it.  If, as in your case, that condensed data set is useful
for reporting, then maybe archiving those records to another reporting form
makes sense.  If not, perhaps archiving and reports should be run against
the base forms.

Rick

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Timothy Powell
Sent: Thursday, April 19, 2007 8:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: SHR:Consolidated List- Archiving.

I disagree. When a Helpdesk or Change (Main Change or Task) request is
created, a copy of that record is created in the SHR:ConsolidatedList
(SHR:ConList) form. Out-of-Box, the Assigned Requests table (tbl_Requests)
on the consoles are querying against the SHR:ConList form, and is qualified
to show only open requests (Status  Resolved). Once a request is
resolved, it is no longer displayed in the table. By rule, Resolved requests
can be re-opened by support staff or the requester at any time. However,
once a ticket goes to a status of Closed, by rule (enforced by filter) the
ticket cannot be re-opened by anybody (except an Administrator). So Closed
tickets being re-opened is rare since it is generally bad process AND
regular end users are prohibited by filter enforcement.

We archive off our SHR:ConList records where the status is Closed and it has
been over 30 days since the Closed status was committed. We have had no ill
effects as a result. As a matter of fact, we saw a marked increase in speed
when loading the Assigned Requests tables on the consoles. The tables are
qualified such that a table scan results when you refresh the Assigned
Requests table, and now that we don't have nearly as many records for that
scan to process, it's much faster. 

We did cover our bases and added a new filter that creates a new SHR:ConList
record in the very rare instance that a Closed HD or CHG record is
re-opened. 

HTH,
Tim 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Vyom Labs - ITSM Support
Sent: Thursday, April 19, 2007 10:29 AM
To: arslist@ARSLIST.ORG
Subject: Re: SHR:Consolidated List- Archiving.

I am agree that SHR:Consolidated list constitute the HPD:HelpDesk,
CHG:Change, and CHG:Task, data the form is used for reteriving the data in
the remedy requester and remedy support console's. Archiving the
SHR:Consolidated list will have an effict on the consoles. thus archiving
the form is not a good practice.


Thanks,
Neha

--
[EMAIL PROTECTED]

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



Den Fong wrote:
 **
 Has anyone ran archiving on SHR:Consolidated list for ITSM 5.6?  Are 
 there any issues with doing that?
  
 Den
 __20060125___This posting was submitted with HTML 
 in it___


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Re: How to know what hostid Remedy will generate if the server has several network cards

2007-04-19 Thread Julie Rockwood


Anshuman,

If you go to the Add/Remove Licenses screen  in the admin tool (I'm 
on 6.3) and select a server from the Product Feature drop list, it 
will show you your current host ID.  If you do this multiple times 
and get different host IDs, you have a licensing nightmare.


Julie

At 08:53 AM 4/19/2007, you wrote:

**
I can confirm that ARS will NOT recognize the licenses through the 
other NIC.  We had an instance on our dev server a couple of weeks 
back where for some reason (everyone blamed 'no one' ) but the 
server switched to the #2 NIC card.  The licensing on the server 
became the 'evaluation' license with 3 users.  What I did find which 
must have changed at some year, was that now it's quite evident what 
the host ID is on the server by doing the ipconfig /all.  You'll see 
it matches the host id in the license tool.


As a side to the above, by the time I got the licenses switched to 
the other host id, 'no one' switched the server back to NIC #1 and I 
had to go through the whole licensing thing again.  It was not a pretty site.


hth,
Susan


On 4/19/07, Vyom Labs - ITSM Support 
mailto:[EMAIL PROTECTED][EMAIL PROTECTED] wrote:

Hi,
As you mentioned, there are multiple NICs in your server(may be
one-onboard and other-NIC card). If am not wrong, each NIC on your
machine will be dealing with a seperate network. This situation is
typically like a router. You might be using one NIC to access your local
intranet  and other NIC through which your server is connected to the
global network.
Now in that case, you need to mention the MAC address of that NIC on
which you want the global connectivity. You will find the same MAC
address as HostID in the license provided by BMC. So the selection of
HostID will depends on you, which NIC you want to work with ARS. Now if
this NIC fails, ARS may not recognize the licenses through the other NIC.
Hope this will help you.

Thanks,
Anshuman


--
mailto:[EMAIL PROTECTED][EMAIL PROTECTED]

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


Luis Aparicio Gutierrez wrote:
 Yes, the Windows administrator said that  the macaddress is a virtual one
 under which the phisical mac address will respond

 Saludos/Regards

 Luis Aparicio Gutierrez
 IBM Spain, ITS (Integrated Technology Services)
 IT Specialist
 ITIL Foundations Certified




  Axton
   [EMAIL PROTECTED]
  http://L.COML.COM 
 To
  Sent by: 
Action  mailto:arslist@ARSLIST.ORGarslist@ARSLIST.ORG

  Request System cc
  discussion
  list(ARSList)Subject
   [EMAIL PROTECTED] Re: How to know what hostid Remedy
  ORG  will generate if the server has
several network cards

  18/04/2007 19:34


  Please respond to
  mailto:[EMAIL PROTECTED][EMAIL PROTECTED]
 RG






 Are you doing NIC teaming?

 Axton

 On 4/18/07, Luis Aparicio Gutierrez 
mailto:[EMAIL PROTECTED][EMAIL PROTECTED] wrote:


 Windows 2003

 Saludos/Regards

 Luis Aparicio Gutierrez
 IBM Spain, ITS (Integrated Technology Services)
 IT Specialist
 ITIL Foundations Certified




  Axton
  [EMAIL PROTECTED]
  http://L.COML.COM

 To

  Sent by: 
Action  mailto:arslist@ARSLIST.ORGarslist@ARSLIST.ORG

  Request System

 cc

  discussion
  list(ARSList)

 Subject

  [EMAIL PROTECTED] Re: How to know what hostid Remedy
  ORG  will generate if the server has
several network cards

  18/04/2007 19:18


  Please respond to
  mailto:[EMAIL PROTECTED] [EMAIL PROTECTED]
 RG






 What OS?

 Axton Grams

 On 4/18/07, Rick Cook  
mailto:[EMAIL PROTECTED][EMAIL PROTECTED] wrote:


 I think it will select the primary one (slot 0).  If you don't have

 some

 way

 of making that one th primary all of the time, or you have a failover
 situation to a secondary NIC, you may have issues where it won't

 recognize

 the licenses.

 Rick

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto: __20060125___This posting was 
submitted with HTML in it___


---
Julie Rockwood
Los Alamos National Laboratory
IST-APPS3 BMC Technical Lead
(505) 667-9846


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Re: Crystal Reports connection

2007-04-19 Thread Julie Rockwood

If you have different environments, check that the report is 
connected to the correct environment.
In CR Developer go to Database / Set Datasource Location / AR System 
ODBC Data Source / Properties


Julie

At 07:56 AM 4/19/2007, you wrote:

Hi,
Ive got an ActiveLink which opens a crystal report.
But whatever the report contain I got a CR error:
Failed to retrieve data from the database. Details [Database Vendor
Code: 9021]

I can see the raport in the Crystal Reports environment in a preview.
The sql query generated from CR works if I run it against the
database.
In the ODBC configuration the Use underscores checkbox  is checked as
well as on User Preferences form.
What more to check?

ARS 7.0.02
CR 9.2.2

regards

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Re: Question regarding Date field NOT the Date-Time field

2007-04-19 Thread Shyam Attavar

Joe/Frank,

The BO universe has been setup a while back pointing directly to the DB views  
does not go through the ODBC Driver. I do not have the privilege to change this 
at the moment, since that application is owned by another department. Also, if 
the connection is through the ODBC driver, then the reporting load is handled 
by the AR Server (along with the other load it has to handle from the AR 
Clients) and not the DB directly. So, from a performance stand point I believe 
the current setup is desirable. 

If anyone believes that my understanding is incorrect, please feel free to 
correct me.

In any case, understanding what the integer value means in the Date field would 
really be helpful.

Cheers,
--
Shyam
  - Original Message - 
  From: Joe D'Souza 
  Newsgroups: gmane.comp.crm.arsystem.general
  To: arslist@ARSLIST.ORG 
  Sent: Wednesday, April 18, 2007 8:45 PM
  Subject: Re: Question regarding Date field NOT the Date-Time field


  ** 
  To the best of my knowledge, no, but a workaround could be to create that 
join internally within the ARS and then report from BO out of that join..

  Another alternative could be to create the join from the DB, create a view 
form in the ARS from that join created in the DB, and then connect to BO using 
the AR System ODBC driver and report out of that view...

  There might be other options around too but I'm not feeling too creative 
right now it being nearly 11:40 PM...

  Cheers

  Joe
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
PROTECTED] Behalf Of Frank Caruso
Sent: Wednesday, April 18, 2007 7:44 PM
To: arslist@ARSLIST.ORG
Subject: Re: Question regarding Date field NOT the Date-Time field


** Will the ARS ODBC driver allow the joining of tables(views)? I know it 
does not in excel, access and crystal. Does it work different in Business 
Objects?


On 4/18/07, Joe D'Souza [EMAIL PROTECTED] wrote: 
  ** 
  Is there any specific reason why you are not using the AR System ODBC 
driver to view the data tables?

  Joe
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
PROTECTED] Behalf Of Shyam Attavar
Sent: Wednesday, April 18, 2007 7:10 PM
To: arslist@ARSLIST.ORG
Subject: Question regarding Date field NOT the Date-Time field


** 
Dear listers,

I am trying to run reports through Business Objects universe that 
directly points to the Remedy views in the Oracle DB. However, there is one 
field that is created as a Date field and I would like to convert the data 
stored in this field to something more meaningful in Business Objects. I was 
wondering if there is some calculation any of you have readily available to do 
this conversion.

Any pointers in this regard would be really helpful and much 
appreciated.

Thanks in advance.
Cheers,
--
Shyam
  __20060125___This posting was submitted with HTML in 
it___ 



-- 
Frank Caruso
Specific Integration, Inc.
Senior Remedy Engineer, ITIL Foundation Certified
www.specificintegration.com 
703-376-1249 __20060125___This posting was submitted 
with HTML in it___ 
  __20060125___This posting was submitted with HTML in it___

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Re: SHR:Consolidated List- Archiving.

2007-04-19 Thread Den Fong

Thanks Guys
 
I think having a monthly archive would be better in our situation then adding 
workflow to delete the closed ticket as we already have lots of workflow 
running on the different HPD/TSK/CHG.
 
Den

 Rick Cook [EMAIL PROTECTED] 4/19/2007 9:36 AM 
I see what you're saying, Tim, but wouldn't the same effect on performance
be noticed by simply putting workflow in place to delete Closed tickets from
SHR:ConList, as most of us have done?

And the HD/CM/TSK records are not copied in their entirety to SHR:ConList -
just the gist of it.  If, as in your case, that condensed data set is useful
for reporting, then maybe archiving those records to another reporting form
makes sense.  If not, perhaps archiving and reports should be run against
the base forms.

Rick

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Timothy Powell
Sent: Thursday, April 19, 2007 8:03 AM
To: arslist@ARSLIST.ORG 
Subject: Re: SHR:Consolidated List- Archiving.

I disagree. When a Helpdesk or Change (Main Change or Task) request is
created, a copy of that record is created in the SHR:ConsolidatedList
(SHR:ConList) form. Out-of-Box, the Assigned Requests table (tbl_Requests)
on the consoles are querying against the SHR:ConList form, and is qualified
to show only open requests (Status  Resolved). Once a request is
resolved, it is no longer displayed in the table. By rule, Resolved requests
can be re-opened by support staff or the requester at any time. However,
once a ticket goes to a status of Closed, by rule (enforced by filter) the
ticket cannot be re-opened by anybody (except an Administrator). So Closed
tickets being re-opened is rare since it is generally bad process AND
regular end users are prohibited by filter enforcement.

We archive off our SHR:ConList records where the status is Closed and it has
been over 30 days since the Closed status was committed. We have had no ill
effects as a result. As a matter of fact, we saw a marked increase in speed
when loading the Assigned Requests tables on the consoles. The tables are
qualified such that a table scan results when you refresh the Assigned
Requests table, and now that we don't have nearly as many records for that
scan to process, it's much faster. 

We did cover our bases and added a new filter that creates a new SHR:ConList
record in the very rare instance that a Closed HD or CHG record is
re-opened. 

HTH,
Tim 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Vyom Labs - ITSM Support
Sent: Thursday, April 19, 2007 10:29 AM
To: arslist@ARSLIST.ORG 
Subject: Re: SHR:Consolidated List- Archiving.

I am agree that SHR:Consolidated list constitute the HPD:HelpDesk,
CHG:Change, and CHG:Task, data the form is used for reteriving the data in
the remedy requester and remedy support console's. Archiving the
SHR:Consolidated list will have an effict on the consoles. thus archiving
the form is not a good practice.


Thanks,
Neha

--
[EMAIL PROTECTED] 

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



Den Fong wrote:
 **
 Has anyone ran archiving on SHR:Consolidated list for ITSM 5.6?  Are 
 there any issues with doing that?
  
 Den
 __20060125___This posting was submitted with HTML 
 in it___


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Active Directory People Info 7.0

2007-04-19 Thread Koyb P. Liabt

Hi,
 
We are on AR System 7.0.  I have a new form that is  holding employee info 
(tel/beeper/address/) that came from an  external database.   The 'login id' is 
not in the  form.  I was told by our staff that we are pulling the login ID 
from  Active Directory.  Is there a way to pull the login ID from active  
directory into this new table I have created?
 
 



** See what's free at http://www.aol.com.

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Re: SHR:Consolidated List- Archiving.


We've modified SHR:ConsolidateList to hold a great deal more information
than the original form and use it to display the C/T/HTs in various places.
When we archive, I also archive the related SHR:ConsolidateList entries
otherwise I'd have them like orphans and they would display in tables.  Why
don't I delete them?  I always thought maybe I'd need them someday to
display in some other tables.  Why delete them when they can just sit in an
archive table.

I was recently looking at the Archiving in v7 and looking forward to it.
Without rechecking the information more completely I got the impression that
those SHR:C records would archive when the Tasks archive also.

But I did do a test and you don't want to chose just 'Copy' when you
archive.  It just copies and copies and copies until you have no room left
!  I just wanted to see if it worked and then went to a meeting ... lol ...
when I came back it had demonstrated it many times!  There has to be some
humor to our lives.

Susan


On 4/19/07, Rick Cook [EMAIL PROTECTED] wrote:


I see what you're saying, Tim, but wouldn't the same effect on performance
be noticed by simply putting workflow in place to delete Closed tickets
from
SHR:ConList, as most of us have done?

And the HD/CM/TSK records are not copied in their entirety to SHR:ConList
-
just the gist of it.  If, as in your case, that condensed data set is
useful
for reporting, then maybe archiving those records to another reporting
form
makes sense.  If not, perhaps archiving and reports should be run against
the base forms.

Rick

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Timothy Powell
Sent: Thursday, April 19, 2007 8:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: SHR:Consolidated List- Archiving.

I disagree. When a Helpdesk or Change (Main Change or Task) request is
created, a copy of that record is created in the SHR:ConsolidatedList
(SHR:ConList) form. Out-of-Box, the Assigned Requests table (tbl_Requests)
on the consoles are querying against the SHR:ConList form, and is
qualified
to show only open requests (Status  Resolved). Once a request is
resolved, it is no longer displayed in the table. By rule, Resolved
requests
can be re-opened by support staff or the requester at any time. However,
once a ticket goes to a status of Closed, by rule (enforced by filter) the
ticket cannot be re-opened by anybody (except an Administrator). So Closed
tickets being re-opened is rare since it is generally bad process AND
regular end users are prohibited by filter enforcement.

We archive off our SHR:ConList records where the status is Closed and it
has
been over 30 days since the Closed status was committed. We have had no
ill
effects as a result. As a matter of fact, we saw a marked increase in
speed
when loading the Assigned Requests tables on the consoles. The tables are
qualified such that a table scan results when you refresh the Assigned
Requests table, and now that we don't have nearly as many records for that
scan to process, it's much faster.

We did cover our bases and added a new filter that creates a new
SHR:ConList
record in the very rare instance that a Closed HD or CHG record is
re-opened.

HTH,
Tim

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Vyom Labs - ITSM Support
Sent: Thursday, April 19, 2007 10:29 AM
To: arslist@ARSLIST.ORG
Subject: Re: SHR:Consolidated List- Archiving.

I am agree that SHR:Consolidated list constitute the HPD:HelpDesk,
CHG:Change, and CHG:Task, data the form is used for reteriving the data in
the remedy requester and remedy support console's. Archiving the
SHR:Consolidated list will have an effict on the consoles. thus archiving
the form is not a good practice.


Thanks,
Neha

--
[EMAIL PROTECTED]

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



Den Fong wrote:
 **
 Has anyone ran archiving on SHR:Consolidated list for ITSM 5.6?  Are
 there any issues with doing that?

 Den
 __20060125___This posting was submitted with HTML
 in it___



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Re: How to know what hostid Remedy will generate if the server has several network cards (U)


Thanks for the tip Sandra !
Susan


On 4/19/07, Hennigan, Sandra H CTR OSD-CIO [EMAIL PROTECTED]
wrote:


UNCLASSIFIED

For teamed NICs, set the alias for BOTH NICs to a single MAC address.

The MAC address, without the - is the Host ID on a Windows server.
This way the license file is valid when your hardware fails over.

Sandra Hennigan

OSD Remedy Administrator
Office # 703-602-2525 x251
CACI - Ever Vigilant(tm)

Apparently, there is nothing that cannot happen today.  Mark Twain

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer
Sent: Thursday, April 19, 2007 10:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: How to know what hostid Remedy will generate if the server
has several network cards


**
I can confirm that ARS will NOT recognize the licenses through the other
NIC.  We had an instance on our dev server a couple of weeks back where
for some reason (everyone blamed 'no one' ) but the server switched to
the #2 NIC card.  The licensing on the server became the 'evaluation'
license with 3 users.  What I did find which must have changed at some
year, was that now it's quite evident what the host ID is on the server
by doing the ipconfig /all.  You'll see it matches the host id in the
license tool.

As a side to the above, by the time I got the licenses switched to the
other host id, 'no one' switched the server back to NIC #1 and I had to
go through the whole licensing thing again.  It was not a pretty site.

hth,
Susan


On 4/19/07, Vyom Labs - ITSM Support [EMAIL PROTECTED] wrote:

   Hi,
   As you mentioned, there are multiple NICs in your server(may be
   one-onboard and other-NIC card). If am not wrong, each NIC on
your
   machine will be dealing with a seperate network. This situation
is
   typically like a router. You might be using one NIC to access
your local
   intranet  and other NIC through which your server is connected
to the
   global network.
   Now in that case, you need to mention the MAC address of that
NIC on
   which you want the global connectivity. You will find the same
MAC
   address as HostID in the license provided by BMC. So the
selection of
   HostID will depends on you, which NIC you want to work with ARS.
Now if
   this NIC fails, ARS may not recognize the licenses through the
other NIC.
   Hope this will help you.

   Thanks,
   Anshuman


   --
   [EMAIL PROTECTED]

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


   Luis Aparicio Gutierrez wrote:
Yes, the Windows administrator said that  the macaddress is a
virtual one
under which the phisical mac address will respond
   
Saludos/Regards
   
Luis Aparicio Gutierrez
IBM Spain, ITS (Integrated Technology Services)
IT Specialist
ITIL Foundations Certified
   
   
   
   
 Axton
  [EMAIL PROTECTED]
 L.COM
To
 Sent by: Action  arslist@ARSLIST.ORG
 Request System
cc
 discussion
 list(ARSList)
Subject
  [EMAIL PROTECTED] Re: How to know what
hostid Remedy
 ORG  will generate if the
server has
   several network cards
   
 18/04/2007 19:34
   
   
 Please respond to
 [EMAIL PROTECTED]
RG
   
   
   
   
   
   
Are you doing NIC teaming?
   
Axton
   
On 4/18/07, Luis Aparicio Gutierrez [EMAIL PROTECTED]
wrote:
   
Windows 2003
   
Saludos/Regards
   
Luis Aparicio Gutierrez
IBM Spain, ITS (Integrated Technology Services)
IT Specialist
ITIL Foundations Certified
   
   
   
   
 Axton
 [EMAIL PROTECTED]
 L.COM
   
To
   
 Sent by: Action  arslist@ARSLIST.ORG
 Request System
   
cc
   
 discussion
 list(ARSList)
   
Subject
   
 [EMAIL PROTECTED] Re: How to know what
hostid Remedy
 ORG  will generate if the
server has
   several network cards
   
 18/04/2007 19:18
   
   
 Please respond to
  [EMAIL PROTECTED] mailto:[EMAIL PROTECTED]
RG
   
   
   
   
   
   
What OS?
   
Axton Grams
   
On 4/18/07,

Re: Lowercase question

2007-04-19 Thread Heider, Stephen

Here's a solution for users that keep their password on a Post-It Note
stuck to their monitor.

Using the free XN Resource Editor (see post from Feb 16 entitled Get
Rid of the Splash Screen on User Tool for more details)...

- Close WUT.

- Make a backup copy of C:\Program Files\AR
System\User\resdlls\0009\RWUtlRes63.dll for WUT 6.3, or RWUtlRes70.dll
for WUT 7.0. 

- Start XN Resource Editor and load the dll file above.

- Expand the Dialog tree and expand the 3010 folder, then select the
item in the folder.

- Click the Password field in the dialog window to select it.
 
- Click the Styles tab.

- Click inside the Password setting field and change it to False.

- Click the Save button.

- Start the Windows User Tool.


Now users can see their passwords as they type :)

 
Stephen

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Michiel Beijen
Sent: Thursday, April 19, 2007 10:53 AM
To: arslist@ARSLIST.ORG
Subject: Re: Lowercase question

I guess there is one gotcha: it might be nice to convert login names to
lowercase but passwords can be mixed case
if you have caps-lock on by accident you might not notice it this way
because the login is converted to lowercase (at least, at some point)
and the password is hidden.

--
Met vriendelijke groet / Kind regards
Michiel Beijen
__
MANSOLUTIONS
Energieweg 60-62
3771 NA Barneveld
The Netherlands
Tel. +31-(0)612968592
Mail [EMAIL PROTECTED]
Internet http://bsm.mansolutions.nl


On 4/19/07, Shellman, David [EMAIL PROTECTED] wrote:
 I believe that Dave's question really is more along the lines of not
how
 to make the login be lower case but how to have it transformed to
lower
 case even if the person logging in types it in upper case.

 Looks like Fred, Doug and others have given nice solutions for
MidTier.

 I'm not sure how to force it for the desktop client other than
 education, education, and more education.  We allow guest login and I
 often get calls/tickets that when folks try to update a record they
get
 permission errors.  99.9% of the time it's because they logged in
using
 upper case and the login is in lower case.

 Dave

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:[EMAIL PROTECTED] On Behalf Of Vyom Labs - ITSM Support
 Sent: Thursday, April 19, 2007 10:14 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: Lowercase question

 Yes, we can force a user to log in in lowercase only.For that Open BMC
 Remedy Admin.open USER Form.
 Go to the LOgin Name Field,Double click and go to the Attributes tab,
 and select Keyword $LOWER$.

 Thanks,
 Vipin

 --
 [EMAIL PROTECTED]

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


 Grooms, Frederick W wrote:
  We do it in the login.jsp by adding
 onChange=javascript:this.value = this.value.toLowerCase();
  to the input for the username just before the  that closes the
input
 
  As long as the data in the user form for the login name is in lower
 case
  the users will have to enter it in the User tool that way.  We added
a
  filter to the User form (and people form if you have it) on
  Submit,Modify,Merge to force the data into lowercase.
 
  Fred
 
  -Original Message-
  From: Action Request System discussion list(ARSList)
  [mailto:[EMAIL PROTECTED] On Behalf Of Doug Blair
  Sent: Wednesday, April 18, 2007 5:01 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: Lowercase question
 
  Dave,
 
  I just did this this afternoon!
 
  You can do this on the login.jsp page for web users. Modify the user
  name input field to include the following:
 
  style=text-transform:lowercase
 
  I added this between where it says type=text and the greater-than
 that
  closes the input.
 
  I don't know of any way to do this with the windows client
 
  Hope this helps!
 
  Doug
  ___
  Doug Blair
  Remedy Skilled Professional
  dougatblairingdotcom
  +1-224-558-5462
 
  .. Original Message ...
  On Wed, 18 Apr 2007 13:25:39 -0500 Drake,Dave
 [EMAIL PROTECTED]
  wrote:
 
  **
 
  Question on user's logging in.  Has anyone come up with a good way
to
 
  force a user to log in lowercase only?  Thanks!
 
  ARS 7.0.1, SQL2K, Win2K3 servers
 
  Dave Drake | Remedy Administrator | Cerner Corporation -
CernerWorks
 |
 
  816-201-1823 | [EMAIL PROTECTED] | www.cerner.com
 
 


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Re: Active Directory People Info 7.0

2007-04-19 Thread Pierson, Shawn

The way I did it was to use a vendor form to access the Active Directory
server, then use Escalations to move the data into the appropriate
forms.  However, if you just need it for a lookup you can still do a Set
Fields to bring data from a Vendor Form.

Shawn Pierson

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Koyb P. Liabt
Sent: Thursday, April 19, 2007 11:15 AM
To: arslist@ARSLIST.ORG
Subject: Active Directory  People Info 7.0


**

Hi,

We are on AR System 7.0.  I have a new form that is holding
employee info (tel/beeper/address/) that came from an external database.
The 'login id' is not in the form.  I was told by our staff that we are
pulling the login ID from Active Directory.  Is there a way to pull the
login ID from active directory into this new table I have created?








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Re: Crystal Reports connection

2007-04-19 Thread Thad Esser

I don't know if this will help or not, but I ran across a KB article the 
other day that talks about how the user tool integrates with Crystal:

 
http://support.bmc.com/KMSUSER/DocView_SHFrame.htm?d=/kmspublic/KM-6154.htm

It says its for previous versions, but the basics should still apply. 
Trace through the process and you should be able to find where your issue 
is.  Even if it doesn't help in your particular situation, I thought it 
was good background to know (one of the few useful KB articles).

Thad Esser
Remedy Developer
Argue for your limitations, and sure enough, they're yours.-- Richard 
Bach



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04/19/2007 06:56 AM
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Subject
Crystal Reports connection






Hi,
Ive got an ActiveLink which opens a crystal report.
But whatever the report contain I got a CR error:
Failed to retrieve data from the database. Details [Database Vendor
Code: 9021]

I can see the raport in the Crystal Reports environment in a preview.
The sql query generated from CR works if I run it against the
database.
In the ODBC configuration the Use underscores checkbox  is checked as
well as on User Preferences form.
What more to check?

ARS 7.0.02
CR 9.2.2

regards

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Re: Question regarding Date field NOT the Date-Time field

2007-04-19 Thread Grooms, Frederick W

Date fields are stored as the number of Days since January 1, 4713 B.C.
(which also happens to be the Oracle Julian format) 
 
DateTime fields are stored as the number of seconds since January 1,
1970 (aka: The Unix or Epoch date) with relation of the server to GMT
 
Time fields are stored as the number of seconds since Midnight
 
(From the 6.3 Basic Guide)
 
Fred



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shyam Attavar
Sent: Thursday, April 19, 2007 10:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: Question regarding Date field NOT the Date-Time field


** 
Joe/Frank,
 
The BO universe has been setup a while back pointing directly to the DB
views  does not go through the ODBC Driver. I do not have the privilege
to change this at the moment, since that application is owned by another
department. Also, if the connection is through the ODBC driver, then the
reporting load is handled by the AR Server (along with the other load it
has to handle from the AR Clients) and not the DB directly. So, from a
performance stand point I believe the current setup is desirable. 
 
If anyone believes that my understanding is incorrect, please feel free
to correct me.
 
In any case, understanding what the integer value means in the Date
field would really be helpful.
 
Cheers,
--
Shyam

- Original Message - 
From: Joe D'Souza mailto:[EMAIL PROTECTED]  
Newsgroups: gmane.comp.crm.arsystem.general
To: arslist@ARSLIST.ORG 
Sent: Wednesday, April 18, 2007 8:45 PM
Subject: Re: Question regarding Date field NOT the Date-Time
field

** 
To the best of my knowledge, no, but a workaround could be to
create that join internally within the ARS and then report from BO out
of that join..
 
Another alternative could be to create the join from the DB,
create a view form in the ARS from that join created in the DB, and then
connect to BO using the AR System ODBC driver and report out of that
view...
 
There might be other options around too but I'm not feeling too
creative right now it being nearly 11:40 PM...
 
Cheers
 
Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Frank Caruso
Sent: Wednesday, April 18, 2007 7:44 PM
To: arslist@ARSLIST.ORG
Subject: Re: Question regarding Date field NOT the
Date-Time field


** Will the ARS ODBC driver allow the joining of
tables(views)? I know it does not in excel, access and crystal. Does it
work different in Business Objects?


On 4/18/07, Joe D'Souza [EMAIL PROTECTED] wrote: 

** 
Is there any specific reason why you are not
using the AR System ODBC driver to view the data tables?
 
Joe

-Original Message-
From: Action Request System discussion
list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Shyam Attavar
Sent: Wednesday, April 18, 2007 7:10 PM
To: arslist@ARSLIST.ORG
Subject: Question regarding Date field
NOT the Date-Time field


** 
Dear listers,
 
I am trying to run reports through
Business Objects universe that directly points to the Remedy views in
the Oracle DB. However, there is one field that is created as a Date
field and I would like to convert the data stored in this field to
something more meaningful in Business Objects. I was wondering if there
is some calculation any of you have readily available to do this
conversion.
 
Any pointers in this regard would be
really helpful and much appreciated.
 
Thanks in advance.
Cheers,
--
Shyam

__20060125___This posting
was submitted with HTML in it___ 




-- 
Frank Caruso
Specific Integration, Inc.
Senior Remedy Engineer, ITIL Foundation Certified
www.specificintegration.com 
703-376-1249 __20060125___This
posting was submitted with HTML in it___ 

__20060125___This posting was submitted with
HTML in it___

Re: Active Directory People Info 7.0

You can if you create a vendor form to the AD, but this would mean that
there would have to be some unique identifier to use from your current form
to the vendor form to match the user record so you can pull that user's
Login name..

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Koyb P. Liabt
Sent: Thursday, April 19, 2007 12:15 PM
To: arslist@ARSLIST.ORG
Subject: Active Directory  People Info 7.0


**
Hi,

We are on AR System 7.0.  I have a new form that is holding employee info
(tel/beeper/address/) that came from an external database.   The 'login id'
is not in the form.  I was told by our staff that we are pulling the login
ID from Active Directory.  Is there a way to pull the login ID from active
directory into this new table I have created?
--
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Checked by AVG Free Edition.
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5:32 AM

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Net IQ and AR System version 7.0

Has anyone on the list integrated the two?

Net IQ seems to have a AppManager that can be used as a connector between
the AR System and Remedy, but from what I just saw on their product
description, it supports AR System version 4.

I haven't found anything for the more recent versions.. I'm on ARS 7.0.1
Patch 001, on Windows 2k3 and using MS-SQL 2K5 SP2.

Is anyone using their connectors on this version?

Thanks for any info..

Cheers

Joe

PS: We will soon be stepping into a 64 bit environment but as of now we are
on 32 bit
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Re: New Support Policy?

2007-04-19 Thread Ben Cantatore

I would recommend TuringSMI support at this point and time.  I've been 
working with them since October 2006.  My first opinion of them was what 
the hell did my boss get us into.  I was used to the excellent support I 
used to get from BMC, coupled with the fact that ITSM was (and still is) 
buggy and relatively few people were familiar, much less expert in it. 
Since those early days, Turing has hired some quality individuals (many 
familiar names from ARSlist) and I believe worked on their internal 
communications.  I still think they have a bit more growing pains to work 
out but they've done an execellent job of turning around their support.







Wilson, Bruce B [EMAIL PROTECTED] 
Sent by: Action Request System discussion list(ARSList) 
arslist@ARSLIST.ORG
04/18/2007 02:10 PM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
New Support Policy?






** 
The trail is becoming more twisted?
 
Apparently, when you now call the BMC support center with a new issue, you 
no longer speak to a support technician.
Instead, you speak to someone who takes some cursory notes and creates a 
ticket for you.
Basically, it is the same thing as if you were to go online via Remedy 
support and create your own ticket.
 
I remember previous to this, you got someone who could not speak very good 
English and would attempt to solve your problem with the limited knowledge 
they had and would then TEXT MESSAGE the BMC support engineer you 
previously were able to speak directly to.
 
Add the fact that the on-line Remedy knowledge base is incredibly slow to 
search and retrieve and you basically complete the poor support.
 
We are paying thousands and thousands of dollars for incredibly poor 
support that seems to continuously get worse.
What is next?
 
 
I am seriously considering utilizing a non-BMC service center for support.
I am told at one vendor, the technicians go through a certification 
program.
You get the same person each time you call so they get to become familiar 
with you.
Does anyone have any good (or bad) experiences with non-BMC service center 
vendors?
 
Sorry for venting, but enough is enough!
 
 
Bruce Wilson
CS Remedy Administrator
Norfolk Southern Corporation
Atlanta, GA
__20060125___This posting was submitted with HTML in 
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Re: New Support Policy?


Now that is a 'customer' endorsement.  The kind that counts.  Not only are
they paying, but they are using!  Don't get caught up in the partner sell
jobs.  This is the type of information you need to base your choices on.

Susan


On 4/19/07, Ben Cantatore [EMAIL PROTECTED] wrote:


**
I would recommend TuringSMI support at this point and time.  I've been
working with them since October 2006.  My first opinion of them was what the
hell did my boss get us into.  I was used to the excellent support I used to
get from BMC, coupled with the fact that ITSM was (and still is) buggy and
relatively few people were familiar, much less expert in it.  Since those
early days, Turing has hired some quality individuals (many familiar names
from ARSlist) and I believe worked on their internal communications.  I
still think they have a bit more growing pains to work out but they've done
an execellent job of turning around their support.






  *Wilson, Bruce B [EMAIL PROTECTED]*
Sent by: Action Request System discussion list(ARSList) 
arslist@ARSLIST.ORG

04/18/2007 02:10 PM   Please respond to
arslist@ARSLIST.ORG

   To
arslist@ARSLIST.ORG  cc
  Subject
New Support Policy?




**
The trail is becoming more twisted…

Apparently, when you now call the BMC support center with a new issue, you
no longer speak to a support technician.
Instead, you speak to someone who takes some cursory notes and creates a
ticket for you.
Basically, it is the same thing as if you were to go online via Remedy
support and create your own ticket.

I remember previous to this, you got someone who could not speak very good
English and would attempt to solve your problem with the limited knowledge
they had and would then TEXT MESSAGE the BMC support engineer you previously
were able to speak directly to.

Add the fact that the on-line Remedy knowledge base is incredibly slow to
search and retrieve and you basically complete the poor support.

We are paying thousands and thousands of dollars for incredibly poor
support that seems to continuously get worse.
What is next?


I am seriously considering utilizing a non-BMC service center for support.
I am told at one vendor, the technicians go through a certification
program.
You get the same person each time you call so they get to become familiar
with you.
Does anyone have any good (or bad) experiences with non-BMC service center
vendors?

Sorry for venting, but enough is enough!


Bruce Wilson
CS Remedy Administrator
Norfolk Southern Corporation
Atlanta, GA

__20060125___This posting was submitted with HTML in
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Centene St Louis

2007-04-19 Thread Dan Fraser

Hi Guillaume,

If you have a couple of minutes give me a call @ 314 725-4477 Ext 25273.  I 
have a couple of questions I'd like to get your advise on.

Thanks, Dan Fraser

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SET-RO-COLOR

2007-04-19 Thread L. J. Head

Is there something similar to SET-RO-COLOR for Disabled fields?

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Can the login screen for the desktop client be modified?

2007-04-19 Thread Wacholz, Jeanette (Jenni)

Do any of you listers know of a simple way from within the Remedy
toolset to modify the login screen? I do not know of any way but I'm
being told (NOT by a Remedy developer) that it is not only possible but
very simple...just not HOW it is possible. 

I know that the login.jsp file can be modified but that would not affect
the desktop user tool, correct?

Any input would be appreciated.

Jenni Wacholz
Remedy Administration
Coventry Health Care Inc
480-445-2517



Email Confidentiality Notice: The information contained in this transmission is 
confidential, proprietary or privileged and may be subject to protection under 
the law, including the Health Insurance Portability and Accountability Act 
(HIPAA).

The message is intended for the sole use of the individual or  entity to whom 
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RESOLVED: Question regarding Date field NOT the Date-Time field

2007-04-19 Thread Shyam Attavar

Thomas/Fred,

Thanks for the conversion (I was able to pull the reports in a jiffy with the 
script) and for pointing me to the details in the documentation.

You guys are the best!!

Cheers,
--
Shyam

- Original Message 
From: Thomas Bean [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Thursday, April 19, 2007 7:45:24 AM
Subject: Re: Question regarding Date field NOT the Date-Time field


Shyam,
If you are using an Oracle DB, there is a very simple native function you 
can use to convert the date fields:

select to_char(to_date(2449992, 'J'), 'MON-DD-') from dual;

In the above example, simply replace the value '2449992' with the column 
name of the date field from the Remedy view.

HTH,

Thomas

- Original Message - 
From: Shyam Attavar [EMAIL PROTECTED]
Newsgroups: gmane.comp.crm.arsystem.general
To: arslist@ARSLIST.ORG
Sent: Wednesday, April 18, 2007 18:10
Subject: Question regarding Date field NOT the Date-Time field


Dear listers,

I am trying to run reports through Business Objects universe that directly 
points to the Remedy views in the Oracle DB. However, there is one field 
that is created as a Date field and I would like to convert the data stored 
in this field to something more meaningful in Business Objects. I was 
wondering if there is some calculation any of you have readily available to 
do this conversion.

Any pointers in this regard would be really helpful and much appreciated.

Thanks in advance.
Cheers,
--
Shyam 

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Re: New Support Policy?

2007-04-19 Thread Joseph Kasell

Here's another endorsement...but for ColumnIT.  We switched to them late
last year and I have to say that the change has been noticeable from our
end.  In the last year we had support from BMC, the quality of assistance
had been uneven at best: sometimes getting support staff who was pretty
knowledgeable, and other times getting support staff who seemed to have
been a recent grad of the Admin class that would provide what appeared to
be canned responses to questions (in one case the response did not directly
answer the question posed...after repeated attempts for a response on point
I had to go to management to get the information I was seeking).
Naturally, I had no idea what we were getting into by engaging Column.  I
have to say I've been pretty pleased.  They have been responsive; they
don't rely on the crutch of send us your log files; they call back; if
need be they will set up a WebEx session and walk through various steps to
troubleshoot a problem (I had them on for an hour and a half in one
instance...they were very patient in their approach).  Overall, we've been
happy.

Joseph Kasell
Network Management Integrator
Telecommunications Division
Navy Federal Credit Union
Vienna, Virginia



   
 Susan Palmer  
 [EMAIL PROTECTED] 
 L.COM To 
 Sent by: Action  arslist@ARSLIST.ORG 
 Request System cc 
 discussion
 list(ARSList)Subject 
 [EMAIL PROTECTED] Re: New Support Policy? 
 ORG  
   
   
 04/19/2007 02:57  
 PM
   
   
 Please respond to 
 [EMAIL PROTECTED] 
RG 
   
   




--=_Part_58343_509886.1177009053768
Content-Type: text/plain; charset=WINDOWS-1252; format=flowed
Content-Transfer-Encoding: quoted-printable
Content-Disposition: inline

Now that is a 'customer' endorsement.  The kind that counts.  Not only are
they paying, but they are using!  Don't get caught up in the partner sell
jobs.  This is the type of information you need to base your choices on.

Susan


On 4/19/07, Ben Cantatore [EMAIL PROTECTED] wrote:

 **
 I would recommend TuringSMI support at this point and time.  I've been
 working with them since October 2006.  My first opinion of them was what
=
the
 hell did my boss get us into.  I was used to the excellent support I
used=
 to
 get from BMC, coupled with the fact that ITSM was (and still is) buggy
an=
d
 relatively few people were familiar, much less expert in it.  Since those
 early days, Turing has hired some quality individuals (many familiar
name=
s
 from ARSlist) and I believe worked on their internal communications.  I
 still think they have a bit more growing pains to work out but they've
do=
ne
 an execellent job of turning around their support.






   *Wilson, Bruce B [EMAIL PROTECTED]*
 Sent by: Action Request System discussion list(ARSList) 
 arslist@ARSLIST.ORG

 04/18/2007 02:10 PM   Please respond to
 arslist@ARSLIST.ORG

To
 arslist@ARSLIST.ORG  cc
   Subject
 New Support Policy?




 **
 The trail is becoming more twisted=85

 Apparently, when you now call the BMC support center with a new issue,
yo=
u
 no longer speak to a support technician.
 Instead, you speak to someone who takes some cursory notes and creates a
 ticket for you.
 Basically, it is the same thing as if you were to go online via Remedy
 support and create your own ticket.

 I remember previous to this, you got someone who could not speak very
goo=
d
 English and would attempt to solve your problem with the limited
knowledg=
e
 they had and would then TEXT MESSAGE the BMC support engineer you
previou=
sly
 were able to speak directly to.

 Add the fact that the on-line Remedy knowledge base is incredibly slow to
 search and retrieve and you basically complete the poor support.

 We are paying thousands

Re: Can the login screen for the desktop client be modified?

2007-04-19 Thread Heider, Stephen

You could by using a Resource Editor.  See the last post for Lowercase
question that was posted about 3 hours ago.
 
Stephen
 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Wacholz, Jeanette (Jenni)
Sent: Thursday, April 19, 2007 3:31 PM
To: arslist@ARSLIST.ORG
Subject: Can the login screen for the desktop client be modified?


** 

Do any of you listers know of a simple way from within the Remedy
toolset to modify the login screen? I do not know of any way but I'm
being told (NOT by a Remedy developer) that it is not only possible but
very simple...just not HOW it is possible. 

I know that the login.jsp file can be modified but that would not affect
the desktop user tool, correct? 

Any input would be appreciated. 

Jenni Wacholz 
Remedy Administration 
Coventry Health Care Inc 
480-445-2517 


Email Confidentiality Notice: The information contained in this
transmission is confidential, proprietary or privileged and may be
subject to protection under the law, including the Health Insurance
Portability and Accountability Act (HIPAA). The message is intended for
the sole use of the individual or entity to whom it is addressed. If you
are not the intended recipient, you are notified that any use,
distribution or copying of the message is strictly prohibited and may
subject you to criminal or civil penalties. If you received this
transmission in error, please contact the sender immediately by replying
to this email and delete the material from any computer.
__20060125___This posting was submitted with HTML in
it___

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Re: Can the login screen for the desktop client be modified?

2007-04-19 Thread L. J. Head

Well...the login screen could likely be modified with a resource
editorbut I don't think it's possible without hacking things

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Wacholz, Jeanette (Jenni)
Sent: Thursday, April 19, 2007 1:31 PM
To: arslist@ARSLIST.ORG
Subject: Can the login screen for the desktop client be modified?

** 

Do any of you listers know of a simple way from within the Remedy toolset to
modify the login screen? I do not know of any way but I'm being told (NOT by
a Remedy developer) that it is not only possible but very simple...just not
HOW it is possible. 

I know that the login.jsp file can be modified but that would not affect the
desktop user tool, correct? 

Any input would be appreciated. 

Jenni Wacholz 
Remedy Administration 
Coventry Health Care Inc 
480-445-2517 

Email Confidentiality Notice: The information contained in this transmission
is confidential, proprietary or privileged and may be subject to protection
under the law, including the Health Insurance Portability and Accountability
Act (HIPAA). The message is intended for the sole use of the individual or
entity to whom it is addressed. If you are not the intended recipient, you
are notified that any use, distribution or copying of the message is
strictly prohibited and may subject you to criminal or civil penalties. If
you received this transmission in error, please contact the sender
immediately by replying to this email and delete the material from any
computer. __20060125___This posting was submitted with
HTML in it___ 

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Re: Lowercase question

2007-04-19 Thread Halstead, Robert

Hmm, this may be a solution we might look into.  Every once in a while
we have a person in our NOC fat-finger a password into Remedy.  Then
they proceed to call us in the wee hours of the morning saying Remedy is
down cause they can't log in.

Bob Halstead 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Heider, Stephen
Sent: Thursday, April 19, 2007 9:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: Lowercase question

Here's a solution for users that keep their password on a Post-It Note
stuck to their monitor.

Using the free XN Resource Editor (see post from Feb 16 entitled Get
Rid of the Splash Screen on User Tool for more details)...

- Close WUT.

- Make a backup copy of C:\Program Files\AR
System\User\resdlls\0009\RWUtlRes63.dll for WUT 6.3, or RWUtlRes70.dll
for WUT 7.0. 

- Start XN Resource Editor and load the dll file above.

- Expand the Dialog tree and expand the 3010 folder, then select the
item in the folder.

- Click the Password field in the dialog window to select it.
 
- Click the Styles tab.

- Click inside the Password setting field and change it to False.

- Click the Save button.

- Start the Windows User Tool.


Now users can see their passwords as they type :)

 
Stephen

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Michiel Beijen
Sent: Thursday, April 19, 2007 10:53 AM
To: arslist@ARSLIST.ORG
Subject: Re: Lowercase question

I guess there is one gotcha: it might be nice to convert login names to
lowercase but passwords can be mixed case
if you have caps-lock on by accident you might not notice it this way
because the login is converted to lowercase (at least, at some point)
and the password is hidden.

--
Met vriendelijke groet / Kind regards
Michiel Beijen
__
MANSOLUTIONS
Energieweg 60-62
3771 NA Barneveld
The Netherlands
Tel. +31-(0)612968592
Mail [EMAIL PROTECTED]
Internet http://bsm.mansolutions.nl


On 4/19/07, Shellman, David [EMAIL PROTECTED] wrote:
 I believe that Dave's question really is more along the lines of not
how
 to make the login be lower case but how to have it transformed to
lower
 case even if the person logging in types it in upper case.

 Looks like Fred, Doug and others have given nice solutions for
MidTier.

 I'm not sure how to force it for the desktop client other than 
 education, education, and more education.  We allow guest login and I 
 often get calls/tickets that when folks try to update a record they
get
 permission errors.  99.9% of the time it's because they logged in
using
 upper case and the login is in lower case.

 Dave

 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:[EMAIL PROTECTED] On Behalf Of Vyom Labs - ITSM Support
 Sent: Thursday, April 19, 2007 10:14 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: Lowercase question

 Yes, we can force a user to log in in lowercase only.For that Open BMC

 Remedy Admin.open USER Form.
 Go to the LOgin Name Field,Double click and go to the Attributes tab, 
 and select Keyword $LOWER$.

 Thanks,
 Vipin

 --
 [EMAIL PROTECTED]

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


 Grooms, Frederick W wrote:
  We do it in the login.jsp by adding
 onChange=javascript:this.value = this.value.toLowerCase();
  to the input for the username just before the  that closes the
input
 
  As long as the data in the user form for the login name is in lower
 case
  the users will have to enter it in the User tool that way.  We added
a
  filter to the User form (and people form if you have it) on 
  Submit,Modify,Merge to force the data into lowercase.
 
  Fred
 
  -Original Message-
  From: Action Request System discussion list(ARSList) 
  [mailto:[EMAIL PROTECTED] On Behalf Of Doug Blair
  Sent: Wednesday, April 18, 2007 5:01 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: Lowercase question
 
  Dave,
 
  I just did this this afternoon!
 
  You can do this on the login.jsp page for web users. Modify the user

  name input field to include the following:
 
  style=text-transform:lowercase
 
  I added this between where it says type=text and the greater-than
 that
  closes the input.
 
  I don't know of any way to do this with the windows client
 
  Hope this helps!
 
  Doug
  ___
  Doug Blair
  Remedy Skilled Professional
  dougatblairingdotcom
  +1-224-558-5462
 
  .. Original Message ...
  On Wed, 18 Apr 2007 13:25:39 -0500 Drake,Dave
 [EMAIL PROTECTED]
  wrote:
 
  **
 
  Question on user's logging in.  Has anyone come up with a good way
to
 
  force a user to log in lowercase only?  Thanks!
 
  ARS 7.0.1, SQL2K, Win2K3 servers
 
  Dave Drake | Remedy Administrator | Cerner Corporation -
CernerWorks
 |
 
  816-201-1823 | [EMAIL PROTECTED] | www.cerner.com

Re: New Support Policy?

2007-04-19 Thread Dan Caissie

I would have to second this endorsement! We have used ColumnIT for
support for just under 3 years now. I even was at there support center
in a training class when we had a bit problem and they worked on it for
most of the day with my backup until we got the problem solved.

Dan Caissie
United Natural Foods, Inc

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joseph Kasell
Sent: Thursday, April 19, 2007 3:45 PM
To: arslist@ARSLIST.ORG
Subject: Re: New Support Policy?

Here's another endorsement...but for ColumnIT.  We switched to them late
last year and I have to say that the change has been noticeable from our
end.  In the last year we had support from BMC, the quality of
assistance
had been uneven at best: sometimes getting support staff who was pretty
knowledgeable, and other times getting support staff who seemed to have
been a recent grad of the Admin class that would provide what appeared
to
be canned responses to questions (in one case the response did not
directly
answer the question posed...after repeated attempts for a response on
point
I had to go to management to get the information I was seeking).
Naturally, I had no idea what we were getting into by engaging Column.
I
have to say I've been pretty pleased.  They have been responsive; they
don't rely on the crutch of send us your log files; they call back; if
need be they will set up a WebEx session and walk through various steps
to
troubleshoot a problem (I had them on for an hour and a half in one
instance...they were very patient in their approach).  Overall, we've
been
happy.

Joseph Kasell
Network Management Integrator
Telecommunications Division
Navy Federal Credit Union
Vienna, Virginia



 

 Susan Palmer

 [EMAIL PROTECTED]

 L.COM
To 
 Sent by: Action  arslist@ARSLIST.ORG

 Request System
cc 
 discussion

 list(ARSList)
Subject 
 [EMAIL PROTECTED] Re: New Support Policy?

 ORG

 

 

 04/19/2007 02:57

 PM

 

 

 Please respond to

 [EMAIL PROTECTED]

RG

 

 





--=_Part_58343_509886.1177009053768
Content-Type: text/plain; charset=WINDOWS-1252; format=flowed
Content-Transfer-Encoding: quoted-printable
Content-Disposition: inline

Now that is a 'customer' endorsement.  The kind that counts.  Not only
are
they paying, but they are using!  Don't get caught up in the partner
sell
jobs.  This is the type of information you need to base your choices on.

Susan


On 4/19/07, Ben Cantatore [EMAIL PROTECTED] wrote:

 **
 I would recommend TuringSMI support at this point and time.  I've been
 working with them since October 2006.  My first opinion of them was
what
=
the
 hell did my boss get us into.  I was used to the excellent support I
used=
 to
 get from BMC, coupled with the fact that ITSM was (and still is) buggy
an=
d
 relatively few people were familiar, much less expert in it.  Since
those
 early days, Turing has hired some quality individuals (many familiar
name=
s
 from ARSlist) and I believe worked on their internal communications.
I
 still think they have a bit more growing pains to work out but they've
do=
ne
 an execellent job of turning around their support.






   *Wilson, Bruce B [EMAIL PROTECTED]*
 Sent by: Action Request System discussion list(ARSList) 
 arslist@ARSLIST.ORG

 04/18/2007 02:10 PM   Please respond to
 arslist@ARSLIST.ORG

To
 arslist@ARSLIST.ORG  cc
   Subject
 New Support Policy?




 **
 The trail is becoming more twisted=85

 Apparently, when you now call the BMC support center with a new issue,
yo=
u
 no longer speak to a support technician.
 Instead, you speak to someone who takes some cursory notes and creates
a
 ticket for you.
 Basically, it is the same thing as if you were to go online via Remedy
 support and create your own ticket.

 I remember previous to this, you got someone who could not speak very
goo=
d
 English and would attempt to solve your problem with the limited
knowledg=
e
 they had and would then TEXT MESSAGE the BMC support engineer you
previou=
sly
 were able to speak directly to.

 Add the fact that the on-line Remedy knowledge base is incredibly slow
to
 search and retrieve and you basically complete the poor support.

 We are paying thousands and thousands of dollars for incredibly poor
 support that seems to continuously get worse.
 What is next?


 I am seriously considering utilizing a non-BMC service center for
support=
.
 I am told at one vendor, the technicians go through a certification
 program.
 You get the same person each time you call so they get to become
familiar
 with you.
 Does anyone have any good (or bad) experiences with non-BMC service
cente=
r
 vendors?

 Sorry for venting, but enough is enough!


 Bruce Wilson
 CS Remedy Administrator
 Norfolk Southern Corporation
 Atlanta, GA

Massive load of company database..

2007-04-19 Thread Cupp, Michael E Jr. CTR USAF AFRL/SNOD

I'm fairly new to version 7 of the ITSM application - so bear with me on
what might seem to be a very basic question..

On what form should I import Company information where these companies are
Customers of an organization?

I have a Company database in both an Access table as well as an MS-SQL
database - both are identical I can take the required .csv dump of Company
names and create a column in this dump called Company Type and have a value
of Customer in it. I need to know if there are bunch of tables I must import
this into or just one table..

Joe
--
No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.5.446 / Virus Database: 269.5.4/768 - Release Date: 4/19/2007
5:32 AM

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the 
Answers Are

Re: Can the login screen for the desktop client be modified?

2007-04-19 Thread Carter, Craig J Civ ARPC/DPD

You could modify it with a resource editor but it wouldn't survive a
reinstall and you would likely have to redo it when a new version is
released.  You would also be modifying a program that is protected under
copyright laws.

 

If your intent is to intercept the login and do something else with it,
you'll want to read the whitepaper.  This new functionality was added in v7
for the Windows User tool but you will have to do some coding yourself.  You
wouldn't be changing the look of it but you can change the functionality.

 

CRAIG CARTER

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of L. J. Head
Sent: Thursday, April 19, 2007 1:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: Can the login screen for the desktop client be modified?

 

Well...the login screen could likely be modified with a resource
editorbut I don't think it's possible without hacking things

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Wacholz, Jeanette (Jenni)
Sent: Thursday, April 19, 2007 1:31 PM
To: arslist@ARSLIST.ORG
Subject: Can the login screen for the desktop client be modified?

** 

Do any of you listers know of a simple way from within the Remedy toolset to
modify the login screen? I do not know of any way but I'm being told (NOT by
a Remedy developer) that it is not only possible but very simple...just not
HOW it is possible. 

I know that the login.jsp file can be modified but that would not affect the
desktop user tool, correct? 

Any input would be appreciated. 

Jenni Wacholz 
Remedy Administration 
Coventry Health Care Inc 
480-445-2517 


Email Confidentiality Notice: The information contained in this transmission
is confidential, proprietary or privileged and may be subject to protection
under the law, including the Health Insurance Portability and Accountability
Act (HIPAA). The message is intended for the sole use of the individual or
entity to whom it is addressed. If you are not the intended recipient, you
are notified that any use, distribution or copying of the message is
strictly prohibited and may subject you to criminal or civil penalties. If
you received this transmission in error, please contact the sender
immediately by replying to this email and delete the material from any
computer. __20060125___This posting was submitted with
HTML in it___ 

__20060125___This posting was submitted with HTML in
it___

___
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Answers Are

Re: New Support Policy?

2007-04-19 Thread Halstead, Robert

I've been following this topic for some time now, as we are looking on
switching our support from BMC.  We have been using BMC as our main
support for just under a year now.  

We are getting tired of not having a 24/7 support line and when calling
in, getting a person we have a hard time trying to understand.  We also
have to schedule our own maintenance around BMC's support hours when we
apply patches to Remedy for the just incase scenario.  

In BMC's defense, the only time we really had excellent support was
when we had a server down.  We talked with a team lead personnel, who
was from America, and seemed to be one of the engineers. She loaded up a
webex session with us and walked us through the whole situation we were
having.  She walked us through on what we needed to show her, as I was
the one she was talking with, I didn't know very much about the in's and
out's of Remedy at the time.  She had us on speaker-phone with her team,
and I must say, it was like having her here at our facility right next
to me helping us solve the problem.  I was very impressed.  In fact, I
wish I got her for all of our problems.

We are considering on switching to Column Technologies for our support.
We're looking at getting a 24/7 support solution as most things don't
happen during the day.  I've took my Remedy training through Column
Technologies with Dan Garrish and I've also visited their NOC
headquarters in Downer's Grove, IL and their corporate office in New
York City.  Overall, I was impressed with what I saw.

Bob Halstead
Bresnan Communications

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Dan Caissie
Sent: Thursday, April 19, 2007 2:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: New Support Policy?

I would have to second this endorsement! We have used ColumnIT for
support for just under 3 years now. I even was at there support center
in a training class when we had a bit problem and they worked on it for
most of the day with my backup until we got the problem solved.

Dan Caissie
United Natural Foods, Inc

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joseph Kasell
Sent: Thursday, April 19, 2007 3:45 PM
To: arslist@ARSLIST.ORG
Subject: Re: New Support Policy?

Here's another endorsement...but for ColumnIT.  We switched to them late
last year and I have to say that the change has been noticeable from our
end.  In the last year we had support from BMC, the quality of
assistance had been uneven at best: sometimes getting support staff who
was pretty knowledgeable, and other times getting support staff who
seemed to have been a recent grad of the Admin class that would
provide what appeared to be canned responses to questions (in one case
the response did not directly answer the question posed...after repeated
attempts for a response on point I had to go to management to get the
information I was seeking).
Naturally, I had no idea what we were getting into by engaging Column.
I
have to say I've been pretty pleased.  They have been responsive; they
don't rely on the crutch of send us your log files; they call back; if
need be they will set up a WebEx session and walk through various steps
to troubleshoot a problem (I had them on for an hour and a half in one
instance...they were very patient in their approach).  Overall, we've
been happy.

Joseph Kasell
Network Management Integrator
Telecommunications Division
Navy Federal Credit Union
Vienna, Virginia



 

 Susan Palmer

 [EMAIL PROTECTED]

 L.COM
To 
 Sent by: Action  arslist@ARSLIST.ORG

 Request System
cc 
 discussion

 list(ARSList)
Subject 
 [EMAIL PROTECTED] Re: New Support Policy?

 ORG

 

 

 04/19/2007 02:57

 PM

 

 

 Please respond to

 [EMAIL PROTECTED]

RG

 

 





--=_Part_58343_509886.1177009053768
Content-Type: text/plain; charset=WINDOWS-1252; format=flowed
Content-Transfer-Encoding: quoted-printable
Content-Disposition: inline

Now that is a 'customer' endorsement.  The kind that counts.  Not only
are they paying, but they are using!  Don't get caught up in the partner
sell jobs.  This is the type of information you need to base your
choices on.

Susan


On 4/19/07, Ben Cantatore [EMAIL PROTECTED] wrote:

 **
 I would recommend TuringSMI support at this point and time.  I've been

 working with them since October 2006.  My first opinion of them was
what
=
the
 hell did my boss get us into.  I was used to the excellent support I
used=
 to
 get from BMC, coupled with the fact that ITSM was (and still is) buggy
an=
d
 relatively few people were familiar, much less expert in it.  Since
those
 early days, Turing has hired some quality individuals (many familiar
name=
s
 from ARSlist) and I believe worked on

Re: Values of Radio Button Selections?

2007-04-19 Thread Reiser, John J

Michael,
I'm not 100% sure why your query can't find the Y. Alternately you can
query for 'Radio Button' = 0, if Y is your first entry.
Radio buttons/ selection fields are zero indexed integers stored in the
database.
 
So in your case Y =0 and N = 1
As for Check Boxes, boy where they ever a disappointment.
Check boxes are also stored as integers but you get NULL or 0, that's
unchecked or checked, respectively.
If you want many values as check boxes you need to create as many fields
as values that you need.
They haven't come up with grouping preference or better yet a binary
coded parameter so you only make one field and each checkbox has it's
own 'weight'.
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 Cupp, Michael E Jr. CTR USAF
AFRL/SNOD
Sent: Thursday, April 19, 2007 4:30 PM
To: arslist@ARSLIST.ORG
Subject: Values of Radio Button Selections?
Importance: High


** 
This is very basic, but it's not evident to me.
 
I have created a Radio Button Field.  I have 2 values Y and N (I'd like
a checkbox, but can't get that to work either).
 
When I want to select based on Y values, I get no results when I say
'Radio Button' = Y
 
How can I create a Menu that finds only records where the Y Radio Button
is selected?  Alternatively, how can I use a Checkbox and only return
values where the CB is checked?
 
 
Thanks!
Michael
__20060125___This posting was submitted with HTML in
it___ 

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Re: Can the login screen for the desktop client be modified?

2007-04-19 Thread Wacholz, Jeanette (Jenni)

Thanks all of you for your responses. Nice to know I did understand this
correctly. It's not the functionality this manager wants changed; she
wants the color changed and informational text added to the login
screen.

Jenni Wacholz 
Remedy Administration 
Coventry Health Care Inc 
480-445-2517 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carter, Craig J Civ ARPC/DPD
Sent: Thursday, April 19, 2007 1:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: Can the login screen for the desktop client be modified?


** 

You could modify it with a resource editor but it wouldn't survive a
reinstall and you would likely have to redo it when a new version is
released.  You would also be modifying a program that is protected under
copyright laws.

 

If your intent is to intercept the login and do something else with it,
you'll want to read the whitepaper.  This new functionality was added in
v7 for the Windows User tool but you will have to do some coding
yourself.  You wouldn't be changing the look of it but you can change
the functionality.

 

CRAIG CARTER



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of L. J. Head
Sent: Thursday, April 19, 2007 1:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: Can the login screen for the desktop client be modified?

 

Well...the login screen could likely be modified with a resource
editorbut I don't think it's possible without hacking things

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Wacholz, Jeanette (Jenni)
Sent: Thursday, April 19, 2007 1:31 PM
To: arslist@ARSLIST.ORG
Subject: Can the login screen for the desktop client be modified?

** 

Do any of you listers know of a simple way from within the Remedy
toolset to modify the login screen? I do not know of any way but I'm
being told (NOT by a Remedy developer) that it is not only possible but
very simple...just not HOW it is possible. 

I know that the login.jsp file can be modified but that would not affect
the desktop user tool, correct? 

Any input would be appreciated. 

Jenni Wacholz 
Remedy Administration 
Coventry Health Care Inc 
480-445-2517 


Email Confidentiality Notice: The information contained in this
transmission is confidential, proprietary or privileged and may be
subject to protection under the law, including the Health Insurance
Portability and Accountability Act (HIPAA). The message is intended for
the sole use of the individual or entity to whom it is addressed. If you
are not the intended recipient, you are notified that any use,
distribution or copying of the message is strictly prohibited and may
subject you to criminal or civil penalties. If you received this
transmission in error, please contact the sender immediately by replying
to this email and delete the material from any computer.
__20060125___This posting was submitted with HTML in
it___ 

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


Email Confidentiality Notice: The information contained in this transmission is 
confidential, proprietary or privileged and may be subject to protection under 
the law, including the Health Insurance Portability and Accountability Act 
(HIPAA).

The message is intended for the sole use of the individual or  entity to whom 
it is addressed.  If you are not the intended recipient, you are notified that 
any use, distribution or copying of the message is strictly prohibited and may 
subject you to criminal or civil penalties.  If you received this transmission 
in error, please contact the sender immediately by replying to this email and 
delete the material from any  computer.

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Answers Are

Emailing Info from Diary Field?

I  am attempting to send an email, and want to include a diary field in
the body of the email.  This is what I see:
 
1176160342 userid SYSTEM - Email sent to Requestor

 
My problems are obvious:
I'd like to eliminate the   from the format
I'd like 1176160342 to represent the date/time in a readable format.
 
 
Can anyone help?
 
 

Thanks,
M

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Re: SET-RO-COLOR

If only I had a cent for everytime I wished for this.. No there isn't

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of L. J. Head
Sent: Thursday, April 19, 2007 3:25 PM
To: arslist@ARSLIST.ORG
Subject: SET-RO-COLOR


Is there something similar to SET-RO-COLOR for Disabled fields?
--
No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.5.446 / Virus Database: 269.5.4/768 - Release Date: 4/19/2007
5:32 AM

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Re: Values of Radio Button Selections?

2007-04-19 Thread L. J. Head

I talked to BMC about that once and they informed me that you can in fact
have more than one option on a check boxbut all options other than 0 are
hidden...It is useful to set those to other values with workflowyea
right...

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Reiser, John J
Sent: Thursday, April 19, 2007 2:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: Values of Radio Button Selections?


** 
Michael,
I'm not 100% sure why your query can't find the Y. Alternately you can query
for 'Radio Button' = 0, if Y is your first entry.
Radio buttons/ selection fields are zero indexed integers stored in the
database.
 
So in your case Y =0 and N = 1
As for Check Boxes, boy where they ever a disappointment.
Check boxes are also stored as integers but you get NULL or 0, that's
unchecked or checked, respectively.
If you want many values as check boxes you need to create as many fields as
values that you need.
They haven't come up with grouping preference or better yet a binary coded
parameter so you only make one field and each checkbox has it's own
'weight'.
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 Cupp, Michael E Jr. CTR USAF
AFRL/SNOD
Sent: Thursday, April 19, 2007 4:30 PM
To: arslist@ARSLIST.ORG
Subject: Values of Radio Button Selections?
Importance: High


** 
This is very basic, but it's not evident to me.
 
I have created a Radio Button Field.  I have 2 values Y and N (I'd like a
checkbox, but can't get that to work either).
 
When I want to select based on Y values, I get no results when I say 'Radio
Button' = Y
 
How can I create a Menu that finds only records where the Y Radio Button is
selected?  Alternatively, how can I use a Checkbox and only return values
where the CB is checked?
 
 
Thanks!
Michael
__20060125___This posting was submitted with HTML in
it___ __20060125___This posting was submitted with HTML
in it___ 

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Re: Administrator performance slow

2007-04-19 Thread Rick Cook

On virtual servers, make sure there's LOTS of RAM dedicated to the VM.
Virtual servers are great, but will run more slowly than non-VM servers.

Rick 
  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Roger Justice
Sent: Thursday, April 19, 2007 2:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: Administrator performance slow

** 
On the Server Information Configuration tab make sure Development Cache Mode
is checked. If it was not you will also have to restart the ARS Service.

-Original Message-
From: [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Thu, 19 Apr 2007 5:17 PM
Subject: Administrator performance slow

** 
Hey Listers, (its a great list)

Running Admin on a development virtual server here at UNCW is pretty slow
(especially when I hit the Save button)

I complained to our server folks, thinking more memory would help, got the
response
As the system is configured right now..Over the last week it has only
used a maximum of 50% of its memory and an avg of 10% of its CPU (spikes to
50%).

I've got an important deadline to meet making some customizations to
ServiceDesk.

Does anyone know what can be done to speed up Remedy Admin ?

Thanks

Colin 

ARS 7.0.01 (patches are now being applied)
Servicedesk 7.0.01 (patches are now bing applied)
MS SQL 2005
Windows 2003

__20060125___This posting was submitted with HTML in
it___ 
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AOL now offers free email to everyone. Find out more about what's free from
AOL at  http://www.aol.com?ncid=AOLAOF0002000437 AOL.com.

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Re: Administrator performance slow

2007-04-19 Thread Shellman, David

Colin,

Is your database on the same server?  We saw this type of issue when there were 
network issues between the two servers.

One indication of this type of issue is starting up the system takes a long 
time.  It would take us about 5 minutes before we could login after start up.

Dave
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- Original Message -
From: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG
To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG
Sent: Thu Apr 19 17:17:11 2007
Subject: Administrator performance slow

** 
Hey Listers, (its a great list)
 
Running Admin on a development virtual server here at UNCW is pretty slow 
(especially when I hit the Save button)
 
I complained to our server folks, thinking more memory would help, got the 
response
As the system is configured right now..Over the last week it has only used 
a maximum of 50% of its memory and an avg of 10% of its CPU (spikes to 50%).
 
I've got an important deadline to meet making some customizations to 
ServiceDesk.
 
Does anyone know what can be done to speed up Remedy Admin ?
 
Thanks
 
Colin 

 

ARS 7.0.01 (patches are now being applied)

Servicedesk 7.0.01 (patches are now bing applied)

MS SQL 2005

Windows 2003

 

 
 
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