Problem with generation of RequestID
Dear All, I had a problem while creating a request in Requestor Console (ITSM 7.x), the RequestID is not getting created even we tried n number of times clicking on the Refresh Button. It is showing Inprocess instead of RequestID in My Request Table. Any suggestions would be helpful. Environment: ARS ITSM 7.0 Windows 2003 SP1 SQL Server 2000 Regards Harikrishna. DISCLAIMER: This email (including any attachments) is intended for the sole use of the intended recipient/s and may contain material that is CONFIDENTIAL AND PRIVATE COMPANY INFORMATION. Any review or reliance by others or copying or distribution or forwarding of any or all of the contents in this message is STRICTLY PROHIBITED. If you are not the intended recipient, please contact the sender by email and delete all copies; your cooperation in this regard is appreciated. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Problem with generation of RequestID
** Hi, The request id shows "InProgress" if any error is encountered while creating corresponding HD/CM ticket. To see what went wrong open the "Service Request" form. There it will show the error that occurred while creating the ticket. Resolve the error and retry - the ticket should be created Regards Anjali Harikrishna_Basani wrote: ** Dear All, I had a problem while creating a request in Requestor Console (ITSM 7.x), the RequestID is not getting created even we tried n number of times clicking on the Refresh Button. It is showing Inprocess instead of RequestID in My Request Table. Any suggestions would be helpful. Environment: ARS ITSM 7.0 Windows 2003 SP1 SQL Server 2000 Regards Harikrishna. DISCLAIMER: This email (including any attachments) is intended for the sole use of the intended recipient/s and may contain material that is CONFIDENTIAL AND PRIVATE COMPANY INFORMATION. Any review or reliance by others or copying or distribution or forwarding of any or all of the contents in this message is STRICTLY PROHIBITED. If you are not the intended recipient, please contact the sender by email and delete all copies; your cooperation in this regard is appreciated..__20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___DISCLAIMER: --- The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have received this email in error please delete it and notify the sender immediately. Before opening any mail and attachments please check them for viruses and defect. --- ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Problem with generation of RequestID
Refer page 80 - 90 of Service Desk Incident Management 7.0 User's Guide , it has all the details you are looking for. Praveen Quoting Harikrishna_Basani <[EMAIL PROTECTED]>: > Dear All, > > > > I had a problem while creating a request in Requestor Console > (ITSM > 7.x), the RequestID is not getting created even we tried n number > of > times clicking on the Refresh Button. It is showing Inprocess > instead of > RequestID in My Request Table. > > > > Any suggestions would be helpful. > > > > > > Environment: > > > > ARS ITSM 7.0 > > Windows 2003 SP1 > > SQL Server 2000 > > > > Regards > > Harikrishna. > > > > > > DISCLAIMER: > This email (including any attachments) is intended for the sole use > of the intended recipient/s and may contain material that is > CONFIDENTIAL AND PRIVATE COMPANY INFORMATION. Any review or > reliance by others or copying or distribution or forwarding of any > or all of the contents in this message is STRICTLY PROHIBITED. If > you are not the intended recipient, please contact the sender by > email and delete all copies; your cooperation in this regard is > appreciated. > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > ARSlist:"Where the Answers Are" > -- Get a free email account with anti spam protection. http://www.bluebottle.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Source control system integration to ARS
Hello, I'm trying to find out about possible options and issues with using a source control system with our ARS version 6.3 servers. Until ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Recall: Source control system integration to ARS
Ozcan, Serdar would like to recall the message, "Source control system integration to ARS". ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Source control system integration to ARS
Hello, I'm sorry if you are receiving this message twice. I've sent an incomplete one accidentally and then recalled the email message but I'm not sure if it had been already distributed or not :( I'm trying to find out about possible options and issues with using a source control system with our ARS version 6.3 servers. Until now I could not find an up-to-date discussion in the Internet about this topic, where I can read a comparison of alternatives such as ClearCase and Visual SourceSafe. I can summarize what I've found as follows: - ClearCase can cause several problems, because it does not comply with a Microsoft standard API. - Visual SourceSafe can cause problems because it's not really safe. - CVS can be used with some kind of adapter program - Source control may not worth the effort to make it work, since you can use very limited functionality if every developer doesn't have own development server. Well, I've compiled a couple of postings from several sources and posted in a wide range of date. Many things have probably (hopefully) changed since then. What are your experiences with this? Where can I find up-to-date information about problems or maybe a comparison of CC and VSS and the others? PS: I've just received a confirmation from arslist that the previous message was distributed. Sorry :( Thanks a lot and the best regards, Serdar Özcan Siemens Enterprise Communications iSEC - IT Services and Enterprise Communications Software Engineer ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Assignment configurations for ITSM 7.0
Service Requests do not get assigned they create either an Incident or Change and then the Incident or Change gets assigned. If you open the Service Request form search all service requests and do not see in process in the request ID go to the Change/Incident data tab abd you will see in app event status an error. By reviewing the error you should see that the Incident/Change could not be created. If Auto Assignment is not working it can fail also if you have Tier 1,2,3 that is not valid it will fail. -Original Message- From: [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wed, 25 Apr 2007 11:36 PM Subject: Re: Assignment configurations for ITSM 7.0 ** Thanks for writing back.. Its the auto assignment of Service Requests that doesn't seem to be happening.. When a Service request is created it gets saved but the auto assignment / notification doesn't seem to get triggered.. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Roger Justice Sent: Wednesday, April 25, 2007 7:46 PM To: arslist@ARSLIST.ORG Subject: Re: Assignment configurations for ITSM 7.0 ** Can you be more specific as to what problems you are ecountering. -Original Message- From: [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wed, 25 Apr 2007 6:44 PM Subject: Assignment configurations for ITSM 7.0 Has anyone had issues having assignments in ITSM 7.0 to work? I am sure I have completed all the steps required to auto assign incidents / problems but it doesn't seem to be working.. So I'm afraid I am missing something.. since V7 apps are way different from their earlier counterparts I'm not sure what I am missing.. Joe No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.463 / Virus Database: 269.6.1/776 - Release Date: 4/25/2007 12:19 PM ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" AOL now offers free email to everyone. Find out more about what's free from AOL at AOL.com. __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ AOL now offers free email to everyone. Find out more about what's free from AOL at AOL.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Problem with generation of RequestID
If you open the Service Request form search all service requests and see in process in the request ID go to the Change/Incident data tab abd you will see in app event status an error. By reviewing the error you should see that the Incident/Change could not be created. If Auto Assignment is not working it can fail also if you have Tier 1,2,3 that is not valid it will fail. -Original Message- From: [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thu, 26 Apr 2007 4:04 AM Subject: Problem with generation of RequestID ** Dear All, I had a problem while creating a request in Requestor Console (ITSM 7.x), the RequestID is not getting created even we tried n number of times clicking on the Refresh Button. It is showing Inprocess instead of RequestID in My Request Table. Any suggestions would be helpful. Environment: ARS ITSM 7.0 Windows 2003 SP1 SQL Server 2000 Regards Harikrishna. DISCLAIMER: This email (including any attachments) is intended for the sole use of the intended recipient/s and may contain material that is CONFIDENTIAL AND PRIVATE COMPANY INFORMATION. Any review or reliance by others or copying or distribution or forwarding of any or all of the contents in this message is STRICTLY PROHIBITED. If you are not the intended recipient, please contact the sender by email and delete all copies; your cooperation in this regard is appreciated.. __20060125___This posting was submitted with HTML in it___ AOL now offers free email to everyone. Find out more about what's free from AOL at AOL.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Highlight Text of a field
Hi List I have a requirement where the user wants that when he Tabs from one field to the next, data in the field should get highlighted so can he can write over the text, instead of deleting the text. Is it possible to implement this functionality. Thanks in Advance Jaya - Ahhh...imagining that irresistible "new car" smell? Check outnew cars at Yahoo! Autos. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Possible to jump into Remedy User Application from outside ?
I use a list generator with a possibibilty to make program changes very easy. So it is possible to jump into an other program over command line call or OLM using list entries as parameter. We use this for example to jump from a report direct to the ERP system (articel, orders and so on) or a label program and so on. It is possible to jump into Remedy User Application (v. 7.0.00) from outside ? For example I need to jump direct to an computer CI and the CI Number is the parameter. Mit freundlichem Gruss / Kind regards Rudolf Boettcher ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Source control system integration to ARS
Serdar, I doubt this is what you want to hear, but I think the information that you have already gathered is a good summary for the current state of Source Control and ARS. -- 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 4/26/07, Ozcan, Serdar <[EMAIL PROTECTED]> wrote: ** Hello, I'm sorry if you are receiving this message twice. I've sent an incomplete one accidentally and then recalled the email message but I'm not sure if it had been already distributed or not :( I'm trying to find out about possible options and issues with using a source control system with our ARS version 6.3 servers. Until now I could not find an up-to-date discussion in the Internet about this topic, where I can read a comparison of alternatives such as ClearCase and Visual SourceSafe. I can summarize what I've found as follows: - ClearCase can cause several problems, because it does not comply with a Microsoft standard API. - Visual SourceSafe can cause problems because it's not really safe. - CVS can be used with some kind of adapter program - Source control may not worth the effort to make it work, since you can use very limited functionality if every developer doesn't have own development server. Well, I've compiled a couple of postings from several sources and posted in a wide range of date. Many things have probably (hopefully) changed since then. What are your experiences with this? Where can I find up-to-date information about problems or maybe a comparison of CC and VSS and the others? PS: I've just received a confirmation from arslist that the previous message was distributed. Sorry :( Thanks a lot and the best regards, Serdar Özcan Siemens Enterprise Communications iSEC - IT Services and Enterprise Communications Software Engineer ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Possible to jump into Remedy User Application from outside ?
Through the WEB client with SSO installed you could do this. -Original Message- From: [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thu, 26 Apr 2007 8:32 AM Subject: Possible to jump into Remedy User Application from outside ? I use a list generator with a possibibilty to make program changes very easy. So it is possible to jump into an other program over command line call or OLM using list entries as parameter. We use this for example to jump from a report direct to the ERP system (articel, orders and so on) or a label program and so on. It is possible to jump into Remedy User Application (v. 7.0.00) from outside ? For example I need to jump direct to an computer CI and the CI Number is the parameter. Mit freundlichem Gruss / Kind regards Rudolf Boettcher ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" AOL now offers free email to everyone. Find out more about what's free from AOL at AOL.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Possible to jump into Remedy User Application from outside ?
Rudi, You can launch Remedy using a artask file. You can create these on the fly with your application and then launch them. Check the following article. http://www.remedy.com/customers/dht/archive/03-07-2005_C.htm -- 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 4/26/07, Rudi <[EMAIL PROTECTED]> wrote: I use a list generator with a possibibilty to make program changes very easy. So it is possible to jump into an other program over command line call or OLM using list entries as parameter. We use this for example to jump from a report direct to the ERP system (articel, orders and so on) or a label program and so on. It is possible to jump into Remedy User Application (v. 7.0.00) from outside ? For example I need to jump direct to an computer CI and the CI Number is the parameter. Mit freundlichem Gruss / Kind regards Rudolf Boettcher ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Access Results List using workflow
I did play around with the Refresh Row Selection options before submitting my original post. These were my findings: With a Refresh Row Selection setting of "Retain Selection, Fire Workflow" or "Select First, Fire Workflow" the same initial result set was returned from a given search in both the Results Pane and the Results List table field (1020). In both cases, the first record in the result set was selected. I subsequently selected the top 10 records in the Results Pane. I then refreshed the Results List table field, but the selections from the Results Pane were NOT reflected in the Results List table field. I need to be able to access the selections the user has made in the Results Pane, and act on each of those records individually. Since I have found no way to reference the user's selections in the Results Pane directly, I had hoped the user's selections (ie. the top 10 records in the example above) would be available to workflow in the Results List table field, but they do not appear to be passed from the Results Pane to the Results List table field. So the question (maybe not worded sufficiently clearly in the original post) becomes, is there a way to a) access selections in the Results Pane directly or b) cause selections in the Results Pane to be reflected in the Results List table field? Thanks in advance, Jim. Jim, You probably have one of these options selected in the Advanced Display of the table field in the Refresh Row Selection option: Retain Selection, No Workflow Select First, No Workflow No Selection Select either of these options instead which is more appropriate for you Retain Selection, Fire Wofkflow Select First, Fire Workflow Hope this helps Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Ashton, Jim (JUS) Sent: Tuesday, April 24, 2007 3:55 PM To: arslist@ARSLIST.ORG Subject: Access Results List using workflow I need to find a way to determine which record(s) a user has selected in the results list in the User Tool (desktop client, not web). Using a Results List table field (reserved field ID 1020) produces the initial results list generated by the user's search, but refreshing this object does not update it's selection(s). Is it possible to a) configure field ID 1020 to refresh selections based on selections made in the Results List, or b) obtain the selection(s) in the Results List directly in workflow? Thanks in advance, Jim. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Automated search from outside remedy
Hello everybody, We have a team on-support that checks for certain things every hour (for example how many inbound emails in past 30 mins, how many outbound emails went successfully in past 24 hours, how many emails errored out in past 24 hours, emails waiting in the queue with status "YES" in past 24 hours, how many users are logged in at the moment etc...) Is there any way to automate this search from outside the remedy? A web-service, or a utility app that would execute the searches defined ever hour or defined time-interval and log it in xml or crate a csv or excel file? Any ideas? 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 __20060125___This posting was submitted with HTML in it___ This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Possible to jump into Remedy User Application from outside ?
Rudi, There is even an OLE interface that would let you do fun things like open a form. Set some field values and if you get tricky enough with "SendKeys" you can then execute the search for the user. (But the CI stuff might just require you push a button which can be done with OLE if memory serves.) Or you can build an Active Link Guide that could be called. You have options. -- 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 4/26/07, Rudi <[EMAIL PROTECTED]> wrote: I use a list generator with a possibibilty to make program changes very easy. So it is possible to jump into an other program over command line call or OLM using list entries as parameter. We use this for example to jump from a report direct to the ERP system (articel, orders and so on) or a label program and so on. It is possible to jump into Remedy User Application (v. 7.0.00) from outside ? For example I need to jump direct to an computer CI and the CI Number is the parameter. Mit freundlichem Gruss / Kind regards Rudolf Boettcher ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Freeing licenses
I received an update from BMC on this issue. The defect they generated was CLOSED with a disposition of AS DESIGNED. I do not agree with this decision, and I want to stir up some discussion in the community as to their stated direction, and my perceived DOA status of the mid-tier product in large scale environments as a result of this statement of direction: I received this update from BMC: The defect related to this issue: SW00264036 was closed with the following comments: Re midtier behavior, http is stateless so all user states are tracked on the midtier side. If the user closes all browser windows associated with a valid http session on midtier side, the session will remain until expires. This means, any license acquired on behalf of the user will not be release until session times out. The behavior is as designed. (In contrast to WUT which uses RPC, when the WUT is closed, it calls back to the AR Server to perform logout. If TCP is lost when the user closes WUT, then the license for that user also stays in limbo until times out.) This was the response back to BMC: - One aspect of the issue we raised was that we had added an Active Link that fires on Window Close to do the PERFORM-ACTION-EXIT-APP process, but that does not release the token either. I do not see the explanation below addressing that at all. - Also, I just ran a test to prove/disprove the statement below regarding the MT session handling. I set the session timeout to 2 minutes on my Mid-Tier, logged in to MT w/ a floating license, killed the browser window, verified the user was still in possession of a floating token via the Manage User Licenses in the admin tool, and then waited about 10 minutes. The floating token had still not been released even though the session should have expired. Axton Grams On 3/22/07, Axton <[EMAIL PROTECTED]> wrote: Using IE, it will appear the browser is timing out; you will need to look at the servletexec stderr logs to see the java stack trace triggered by the null pointer exception. Axton Grams On 3/22/07, Axton <[EMAIL PROTECTED]> wrote: > Daniel, create an active link that performs an open window using the > current window (AL should fire from the form that has the AL that > performs the exit-app on window close). Let me know if you get a null > pointer exception. > > Axton Grams > > On 3/22/07, CONDREA, Daniel <[EMAIL PROTECTED]> wrote: > > Hi All , > > > > Yesterday I said that a floating license is not release. > > > > I was wrong. The reason is that I had performed the test in the > > following condition: > > > > - ARS version 6.3 patch 21 > > - AR mid tier 7.0.1 patch 001 > > - IIS 6.0 on Win 2003 SP2 > > - IE 7.0 > > - New Atlanta 5.0 > > > > Today using the same mid tier but connected to ARS version 7.0.1 running > > on MS SQL 2005 SP2, the test was a success. > > > > Steps to reproduce: > > > > - create a regular form > > - create an AL running on Windows Close event with Run Process > > PERFORM-ACTION-EXIT-APP > > > > Regards, > > Daniel > > > > > > -Original Message- > > From: Action Request System discussion list(ARSList) > > [mailto:[EMAIL PROTECTED] On Behalf Of ARSList > > Sent: Tuesday, March 20, 2007 7:46 PM > > To: arslist@ARSLIST.ORG > > Subject: Re: Freeing licenses > > > > Shouldn't the Mid-Tier "Session Timeout" take care of the license? > > > > I would think when the users closes the browser after this timeout > > happens, the license should be released. > > > > I would test this in my lab, but I don't have the ($$$) floating > > licenses for my test. > > > > Nick > > > > -Original Message- > > From: Action Request System discussion list(ARSList) > > [mailto:[EMAIL PROTECTED] On Behalf Of Axton > > Sent: Sunday, March 18, 2007 11:06 AM > > To: arslist@ARSLIST.ORG > > Subject: Re: Freeing licenses > > > > I built another environment as follows and retested the behavior: > > - 7.x def used for testing available at > > http://arswiki.org/dist/ars/AppClose.def > > > > *** Steps to reproduce the issue (method 1): > > 1-after importing the def, go to the home page on the mid-tier server > > 2-open the TestAppCloseLicenseUsage/Console entry point 3-click the > > 'open in current' button on the console form (this performs an open > > window action in the current window) - you will receive a hang in the > > app; click stop script to continue if using IE 4-close the window > > > > This terminates all browsers, the main console has an AL to exit-app on > > window close, but the license remains allocated. > > > > Expected Result: > > - Floating license is releases > > Actual Result: > > - Floating license remains allocated > > > > *** About the stop script error: > > When you have an AL on a form that perform the exit-app run process on > > window close, and you perform an open window action to the current > > window, this causes an error. In IE you are presented with the option > > to stop/continue the script. In Firefox, you get a java stack trace: > > > > M
Re: Assignment configurations for ITSM 7.0
That's where I am seeing an error.. in the creation process of incidents/Change data.. The error is "ARCreateEntry - No groups were found using automated routing. You need to manually select a group." What are the possible reasons why I would get this error no groups found in automated routing when I think I have set the groups and their skills for these test cases I am working on.. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Roger Justice Sent: Thursday, April 26, 2007 7:41 AM To: arslist@ARSLIST.ORG Subject: Re: Assignment configurations for ITSM 7.0 ** Service Requests do not get assigned they create either an Incident or Change and then the Incident or Change gets assigned. If you open the Service Request form search all service requests and do not see in process in the request ID go to the Change/Incident data tab abd you will see in app event status an error. By reviewing the error you should see that the Incident/Change could not be created. If Auto Assignment is not working it can fail also if you have Tier 1,2,3 that is not valid it will fail. -Original Message- From: [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wed, 25 Apr 2007 11:36 PM Subject: Re: Assignment configurations for ITSM 7.0 ** Thanks for writing back.. Its the auto assignment of Service Requests that doesn't seem to be happening.. When a Service request is created it gets saved but the auto assignment / notification doesn't seem to get triggered.. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Roger Justice Sent: Wednesday, April 25, 2007 7:46 PM To: arslist@ARSLIST.ORG Subject: Re: Assignment configurations for ITSM 7.0 ** Can you be more specific as to what problems you are ecountering. -Original Message- From: [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wed, 25 Apr 2007 6:44 PM Subject: Assignment configurations for ITSM 7.0 Has anyone had issues having assignments in ITSM 7.0 to work? I am sure I have completed all the steps required to auto assign incidents / problems but it doesn't seem to be working.. So I'm afraid I am missing something.. since V7 apps are way different from their earlier counterparts I'm not sure what I am missing.. Joe No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.463 / Virus Database: 269.6.1/776 - Release Date: 4/25/2007 12:19 PM ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" AOL now offers free email to everyone. Find out more about what's free from AOL at AOL.com. __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___ No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.463 / Virus Database: 269.6.1/776 - Release Date: 4/25/2007 12:19 PM ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Automated search from outside remedy
Why not just query the backend database directly? Norm From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of SUBSCRIBE arslist Neel Sent: Thursday, April 26, 2007 8:54 AM To: arslist@ARSLIST.ORG Subject: Automated search from outside remedy Importance: High Hello everybody, We have a team on-support that checks for certain things every hour (for example how many inbound emails in past 30 mins, how many outbound emails went successfully in past 24 hours, how many emails errored out in past 24 hours, emails waiting in the queue with status "YES" in past 24 hours, how many users are logged in at the moment etc...) Is there any way to automate this search from outside the remedy? A web-service, or a utility app that would execute the searches defined ever hour or defined time-interval and log it in xml or crate a csv or excel file? Any ideas? 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 This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Source control system integration to ARS
I second that. We are currently 'trying' to use ClearCase and it's not working very well...the ClearCase view gets out of sync easily so all developers are supposed to now use the same view. Creating new objects and updating existing ones is slow at best and often experiences errors. The company is trying to go forward with using the Def files that ClearCase contains to do migrations of code (OMG)it's just simpler if you don't use it because Remedy does not lend itself well to source control -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Thursday, April 26, 2007 6:33 AM To: arslist@ARSLIST.ORG Subject: Re: Source control system integration to ARS Serdar, I doubt this is what you want to hear, but I think the information that you have already gathered is a good summary for the current state of Source Control and ARS. -- 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 4/26/07, Ozcan, Serdar <[EMAIL PROTECTED]> wrote: > ** > > > Hello, > > I'm sorry if you are receiving this message twice. I've sent an > incomplete one accidentally and then recalled the email message but > I'm not sure if it had been already distributed or not :( > > I'm trying to find out about possible options and issues with using a > source control system with our ARS version 6.3 servers. Until now I > could not find an up-to-date discussion in the Internet about this > topic, where I can read a comparison of alternatives such as ClearCase > and Visual SourceSafe. I can summarize what I've found as follows: > > - ClearCase can cause several problems, because it does not comply > with a Microsoft standard API. > - Visual SourceSafe can cause problems because it's not really safe. > - CVS can be used with some kind of adapter program > - Source control may not worth the effort to make it work, since you > can use very limited functionality if every developer doesn't have own > development server. > > Well, I've compiled a couple of postings from several sources and > posted in a wide range of date. Many things have probably (hopefully) > changed since then. > > What are your experiences with this? Where can I find up-to-date > information about problems or maybe a comparison of CC and VSS and the others? > > PS: I've just received a confirmation from arslist that the previous > message was distributed. Sorry :( > > Thanks a lot and the best regards, > > Serdar Özcan > Siemens Enterprise Communications > > iSEC - IT Services and Enterprise Communications Software Engineer ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Freeing licenses
If you want to view the original problem, it can be accessed here: http://bugs.arswiki.org/show_bug.cgi?id=10 This pertains to the problems that revolve around the mid-tier holding on to floating licenses. Axton Grams On 4/26/07, Axton <[EMAIL PROTECTED]> wrote: I received an update from BMC on this issue. The defect they generated was CLOSED with a disposition of AS DESIGNED. I do not agree with this decision, and I want to stir up some discussion in the community as to their stated direction, and my perceived DOA status of the mid-tier product in large scale environments as a result of this statement of direction: I received this update from BMC: The defect related to this issue: SW00264036 was closed with the following comments: Re midtier behavior, http is stateless so all user states are tracked on the midtier side. If the user closes all browser windows associated with a valid http session on midtier side, the session will remain until expires. This means, any license acquired on behalf of the user will not be release until session times out. The behavior is as designed. (In contrast to WUT which uses RPC, when the WUT is closed, it calls back to the AR Server to perform logout. If TCP is lost when the user closes WUT, then the license for that user also stays in limbo until times out.) This was the response back to BMC: - One aspect of the issue we raised was that we had added an Active Link that fires on Window Close to do the PERFORM-ACTION-EXIT-APP process, but that does not release the token either. I do not see the explanation below addressing that at all. - Also, I just ran a test to prove/disprove the statement below regarding the MT session handling. I set the session timeout to 2 minutes on my Mid-Tier, logged in to MT w/ a floating license, killed the browser window, verified the user was still in possession of a floating token via the Manage User Licenses in the admin tool, and then waited about 10 minutes. The floating token had still not been released even though the session should have expired. Axton Grams On 3/22/07, Axton <[EMAIL PROTECTED]> wrote: > Using IE, it will appear the browser is timing out; you will need to > look at the servletexec stderr logs to see the java stack trace > triggered by the null pointer exception. > > Axton Grams > > On 3/22/07, Axton <[EMAIL PROTECTED]> wrote: > > Daniel, create an active link that performs an open window using the > > current window (AL should fire from the form that has the AL that > > performs the exit-app on window close). Let me know if you get a null > > pointer exception. > > > > Axton Grams > > > > On 3/22/07, CONDREA, Daniel <[EMAIL PROTECTED]> wrote: > > > Hi All , > > > > > > Yesterday I said that a floating license is not release. > > > > > > I was wrong. The reason is that I had performed the test in the > > > following condition: > > > > > > - ARS version 6.3 patch 21 > > > - AR mid tier 7.0.1 patch 001 > > > - IIS 6.0 on Win 2003 SP2 > > > - IE 7.0 > > > - New Atlanta 5.0 > > > > > > Today using the same mid tier but connected to ARS version 7.0.1 running > > > on MS SQL 2005 SP2, the test was a success. > > > > > > Steps to reproduce: > > > > > > - create a regular form > > > - create an AL running on Windows Close event with Run Process > > > PERFORM-ACTION-EXIT-APP > > > > > > Regards, > > > Daniel > > > > > > > > > -Original Message- > > > From: Action Request System discussion list(ARSList) > > > [mailto:[EMAIL PROTECTED] On Behalf Of ARSList > > > Sent: Tuesday, March 20, 2007 7:46 PM > > > To: arslist@ARSLIST.ORG > > > Subject: Re: Freeing licenses > > > > > > Shouldn't the Mid-Tier "Session Timeout" take care of the license? > > > > > > I would think when the users closes the browser after this timeout > > > happens, the license should be released. > > > > > > I would test this in my lab, but I don't have the ($$$) floating > > > licenses for my test. > > > > > > Nick > > > > > > -Original Message- > > > From: Action Request System discussion list(ARSList) > > > [mailto:[EMAIL PROTECTED] On Behalf Of Axton > > > Sent: Sunday, March 18, 2007 11:06 AM > > > To: arslist@ARSLIST.ORG > > > Subject: Re: Freeing licenses > > > > > > I built another environment as follows and retested the behavior: > > > - 7.x def used for testing available at > > > http://arswiki.org/dist/ars/AppClose.def > > > > > > *** Steps to reproduce the issue (method 1): > > > 1-after importing the def, go to the home page on the mid-tier server > > > 2-open the TestAppCloseLicenseUsage/Console entry point 3-click the > > > 'open in current' button on the console form (this performs an open > > > window action in the current window) - you will receive a hang in the > > > app; click stop script to continue if using IE 4-close the window > > > > > > This terminates all browsers, the main console has an AL to exit-app on > > > window close, but the license remains allocated. > > > > > > Expected Result: > > > - Floatin
Re: Assignment configurations for ITSM 7.0
In the assignment form, try to add a -Global- assignment. -- Jarl On 4/26/07, Joe D'Souza <[EMAIL PROTECTED]> wrote: ** That's where I am seeing an error.. in the creation process of incidents/Change data.. The error is "ARCreateEntry - No groups were found using automated routing. You need to manually select a group." What are the possible reasons why I would get this error no groups found in automated routing when I think I have set the groups and their skills for these test cases I am working on.. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Roger Justice Sent: Thursday, April 26, 2007 7:41 AM To: arslist@ARSLIST.ORG Subject: Re: Assignment configurations for ITSM 7.0 ** Service Requests do not get assigned they create either an Incident or Change and then the Incident or Change gets assigned. If you open the Service Request form search all service requests and do not see in process in the request ID go to the Change/Incident data tab abd you will see in app event status an error. By reviewing the error you should see that the Incident/Change could not be created. If Auto Assignment is not working it can fail also if you have Tier 1,2,3 that is not valid it will fail. -Original Message- From: [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wed, 25 Apr 2007 11:36 PM Subject: Re: Assignment configurations for ITSM 7.0 ** Thanks for writing back.. Its the auto assignment of Service Requests that doesn't seem to be happening.. When a Service request is created it gets saved but the auto assignment / notification doesn't seem to get triggered.. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Roger Justice Sent: Wednesday, April 25, 2007 7:46 PM To: arslist@ARSLIST.ORG Subject: Re: Assignment configurations for ITSM 7.0 ** Can you be more specific as to what problems you are ecountering. -Original Message- From: [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wed, 25 Apr 2007 6:44 PM Subject: Assignment configurations for ITSM 7.0 Has anyone had issues having assignments in ITSM 7.0 to work? I am sure I have completed all the steps required to auto assign incidents / problems but it doesn't seem to be working.. So I'm afraid I am missing something.. since V7 apps are way different from their earlier counterparts I'm not sure what I am missing.. Joe No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.463 / Virus Database: 269.6.1/776 - Release Date: 4/25/2007 12:19 PM ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" AOL now offers free email to everyone. Find out more about what's free from AOL at AOL.com. __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___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Performance problems with the HPD:HelpDesk_SLA form
We are experiencing problems when users search on the HPD:HelpDesk_SLA form, either via the form or through the canned SLA performance reports. If you qualify on Arrival Time or Resolve Time, it can spike the Oralce CPU usage up to 25% or more (which is a huge amount for our environment). The query is taking 5-10 minutes to return, longer during peak times of the day. Has anyone else experienced this before? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Freeing licenses
Gotta love it when you ask them to fix something that's broken, give specific examples of how their workflow is broken and they say it's as designed heh. Sounds like MS with their "Undocumented Features". I guess I'll have to open a ticket with out support company specifically about the PERFORM-ACTION-EXIT-APP not working correctly and leave out the broken mid tier part out. Dylan -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Axton Sent: Thursday, April 26, 2007 6:48 AM To: arslist@ARSLIST.ORG Subject: Re: Freeing licenses I received an update from BMC on this issue. The defect they generated was CLOSED with a disposition of AS DESIGNED. I do not agree with this decision, and I want to stir up some discussion in the community as to their stated direction, and my perceived DOA status of the mid-tier product in large scale environments as a result of this statement of direction: I received this update from BMC: The defect related to this issue: SW00264036 was closed with the following comments: Re midtier behavior, http is stateless so all user states are tracked on the midtier side. If the user closes all browser windows associated with a valid http session on midtier side, the session will remain until expires. This means, any license acquired on behalf of the user will not be release until session times out. The behavior is as designed. (In contrast to WUT which uses RPC, when the WUT is closed, it calls back to the AR Server to perform logout. If TCP is lost when the user closes WUT, then the license for that user also stays in limbo until times out.) This was the response back to BMC: - One aspect of the issue we raised was that we had added an Active Link that fires on Window Close to do the PERFORM-ACTION-EXIT-APP process, but that does not release the token either. I do not see the explanation below addressing that at all. - Also, I just ran a test to prove/disprove the statement below regarding the MT session handling. I set the session timeout to 2 minutes on my Mid-Tier, logged in to MT w/ a floating license, killed the browser window, verified the user was still in possession of a floating token via the Manage User Licenses in the admin tool, and then waited about 10 minutes. The floating token had still not been released even though the session should have expired. Axton Grams On 3/22/07, Axton <[EMAIL PROTECTED]> wrote: > Using IE, it will appear the browser is timing out; you will need to > look at the servletexec stderr logs to see the java stack trace > triggered by the null pointer exception. > > Axton Grams > > On 3/22/07, Axton <[EMAIL PROTECTED]> wrote: > > Daniel, create an active link that performs an open window using the > > current window (AL should fire from the form that has the AL that > > performs the exit-app on window close). Let me know if you get a > > null pointer exception. > > > > Axton Grams > > > > On 3/22/07, CONDREA, Daniel <[EMAIL PROTECTED]> wrote: > > > Hi All , > > > > > > Yesterday I said that a floating license is not release. > > > > > > I was wrong. The reason is that I had performed the test in the > > > following condition: > > > > > > - ARS version 6.3 patch 21 > > > - AR mid tier 7.0.1 patch 001 > > > - IIS 6.0 on Win 2003 SP2 > > > - IE 7.0 > > > - New Atlanta 5.0 > > > > > > Today using the same mid tier but connected to ARS version 7.0.1 > > > running on MS SQL 2005 SP2, the test was a success. > > > > > > Steps to reproduce: > > > > > > - create a regular form > > > - create an AL running on Windows Close event with Run Process > > > PERFORM-ACTION-EXIT-APP > > > > > > Regards, > > > Daniel > > > > > > > > > -Original Message- > > > From: Action Request System discussion list(ARSList) > > > [mailto:[EMAIL PROTECTED] On Behalf Of ARSList > > > Sent: Tuesday, March 20, 2007 7:46 PM > > > To: arslist@ARSLIST.ORG > > > Subject: Re: Freeing licenses > > > > > > Shouldn't the Mid-Tier "Session Timeout" take care of the license? > > > > > > I would think when the users closes the browser after this timeout > > > happens, the license should be released. > > > > > > I would test this in my lab, but I don't have the ($$$) floating > > > licenses for my test. > > > > > > Nick > > > > > > -Original Message- > > > From: Action Request System discussion list(ARSList) > > > [mailto:[EMAIL PROTECTED] On Behalf Of Axton > > > Sent: Sunday, March 18, 2007 11:06 AM > > > To: arslist@ARSLIST.ORG > > > Subject: Re: Freeing licenses > > > > > > I built another environment as follows and retested the behavior: > > > - 7.x def used for testing available at > > > http://arswiki.org/dist/ars/AppClose.def > > > > > > *** Steps to reproduce the issue (method 1): > > > 1-after importing the def, go to the home page on the mid-tier > > > server 2-open the TestAppCloseLicenseUsage/Console entry point > > > 3-click the 'open in current' button on the console form (
Re: Performance problems with the HPD:HelpDesk_SLA form
Are these fields indexed? Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Melissa Reed Sent: Thursday, April 26, 2007 11:54 AM To: arslist@ARSLIST.ORG Subject: Performance problems with the HPD:HelpDesk_SLA form We are experiencing problems when users search on the HPD:HelpDesk_SLA form, either via the form or through the canned SLA performance reports. If you qualify on Arrival Time or Resolve Time, it can spike the Oralce CPU usage up to 25% or more (which is a huge amount for our environment). The query is taking 5-10 minutes to return, longer during peak times of the day. Has anyone else experienced this before? No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.463 / Virus Database: 269.6.1/776 - Release Date: 4/25/2007 12:19 PM ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Freeing licenses
My reply to then would include something like... You state "This means, any license acquired on behalf of the user will not be release until session times out. The behavior is as designed.". What I would like to know is "Which session Timeout (The Server based Floating License Timeout, the Mid-Tier based Session Timeout, or the Apache/IIS based HTTP Timeout)?" Also Axton... When you performed your Timeout test, did you restart your Web Server and your JSP engine after setting the timeout to 2 minutes in the Mid-Tier? Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Axton Sent: Thursday, April 26, 2007 10:34 AM To: arslist@ARSLIST.ORG Subject: Re: Freeing licenses If you want to view the original problem, it can be accessed here: http://bugs.arswiki.org/show_bug.cgi?id=10 This pertains to the problems that revolve around the mid-tier holding on to floating licenses. Axton Grams On 4/26/07, Axton <[EMAIL PROTECTED]> wrote: > I received an update from BMC on this issue. The defect they > generated was CLOSED with a disposition of AS DESIGNED. I do not > agree with this decision, and I want to stir up some discussion in the > community as to their stated direction, and my perceived DOA status of > the mid-tier product in large scale environments as a result of this > statement of direction: > > I received this update from BMC: > > The defect related to this issue: SW00264036 was closed with the > following comments: > > Re midtier behavior, http is stateless so all user states are tracked > on the midtier side. If the user closes all browser windows associated > with a valid http session on midtier side, the session will remain > until expires. This means, any license acquired on behalf of the user > will not be release until session times out. The behavior is as > designed. (In contrast to WUT which uses RPC, when the WUT is closed, > it calls back to the AR Server to perform logout. If TCP is lost when > the user closes WUT, then the license for that user also stays in > limbo until times out.) > > > This was the response back to BMC: > > - One aspect of the issue we raised was that we had added an Active > Link that fires on Window Close to do the PERFORM-ACTION-EXIT-APP > process, but that does not release the token either. I do not see the > explanation below addressing that at all. > > - Also, I just ran a test to prove/disprove the statement below > regarding the MT session handling. I set the session timeout to 2 > minutes on my Mid-Tier, logged in to MT w/ a floating license, killed > the browser window, verified the user was still in possession of a > floating token via the Manage User Licenses in the admin tool, and > then waited about 10 minutes. The floating token had still not been > released even though the session should have expired. > > Axton Grams > > On 3/22/07, Axton <[EMAIL PROTECTED]> wrote: > > Using IE, it will appear the browser is timing out; you will need to > > look at the servletexec stderr logs to see the java stack trace > > triggered by the null pointer exception. > > > > Axton Grams > > > > On 3/22/07, Axton <[EMAIL PROTECTED]> wrote: > > > Daniel, create an active link that performs an open window using > > > the current window (AL should fire from the form that has the AL > > > that performs the exit-app on window close). Let me know if you > > > get a null pointer exception. > > > > > > Axton Grams > > > > > > On 3/22/07, CONDREA, Daniel <[EMAIL PROTECTED]> wrote: > > > > Hi All , > > > > > > > > Yesterday I said that a floating license is not release. > > > > > > > > I was wrong. The reason is that I had performed the test in the > > > > following condition: > > > > > > > > - ARS version 6.3 patch 21 > > > > - AR mid tier 7.0.1 patch 001 > > > > - IIS 6.0 on Win 2003 SP2 > > > > - IE 7.0 > > > > - New Atlanta 5.0 > > > > > > > > Today using the same mid tier but connected to ARS version 7.0.1 > > > > running on MS SQL 2005 SP2, the test was a success. > > > > > > > > Steps to reproduce: > > > > > > > > - create a regular form > > > > - create an AL running on Windows Close event with Run Process > > > > PERFORM-ACTION-EXIT-APP > > > > > > > > Regards, > > > > Daniel > > > > > > > > > > > > -Original Message- > > > > From: Action Request System discussion list(ARSList) > > > > [mailto:[EMAIL PROTECTED] On Behalf Of ARSList > > > > Sent: Tuesday, March 20, 2007 7:46 PM > > > > To: arslist@ARSLIST.ORG > > > > Subject: Re: Freeing licenses > > > > > > > > Shouldn't the Mid-Tier "Session Timeout" take care of the license? > > > > > > > > I would think when the users closes the browser after this > > > > timeout happens, the license should be released. > > > > > > > > I would test this in my lab, but I don't have the ($$$) floating > > > > licenses for my test. > > > > > > > > Nick > > > > > > > > -Original Message- > > > > From: Action Reques
Re: Assignment configurations for ITSM 7.0
My problem was not that.. In the Event field I misunderstood its use.. In
fact I am still not too clear on what the other values in the Event field is
for.. But when I changed all of them to -General- it fixed the problem..
I had looked up the workflow that the auto assignment process was using that
helped me fix the issue.. The first condition there is ('Assignment Event' =
"- General -") AND ...
My values in the Company and Contact Company form were already -Global- and
didn't need a change..
Joe
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Jarl Grøneng
Sent: Thursday, April 26, 2007 11:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: Assignment configurations for ITSM 7.0
In the assignment form, try to add a -Global- assignment.
--
Jarl
On 4/26/07, Joe D'Souza <[EMAIL PROTECTED]> wrote:
> **
>
> That's where I am seeing an error.. in the creation process of
> incidents/Change data.. The error is "ARCreateEntry - No groups were found
> using automated routing. You need to manually select a group."
>
> What are the possible reasons why I would get this error no groups found
in
> automated routing when I think I have set the groups and their skills for
> these test cases I am working on..
>
> Joe
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] Behalf Of Roger Justice
> Sent: Thursday, April 26, 2007 7:41 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Assignment configurations for ITSM 7.0
>
> **
> Service Requests do not get assigned they create either an Incident or
> Change and then the Incident or Change gets assigned. If you open the
> Service Request form search all service requests and do not see in process
> in the request ID go to the Change/Incident data tab abd you will see in
app
> event status an error. By reviewing the error you should see that the
> Incident/Change could not be created. If Auto Assignment is not working it
> can fail also if you have Tier 1,2,3 that is not valid it will fail.
>
> -Original Message-
> From: [EMAIL PROTECTED]
> To: arslist@ARSLIST.ORG
> Sent: Wed, 25 Apr 2007 11:36 PM
> Subject: Re: Assignment configurations for ITSM 7.0
>
>
> **
> Thanks for writing back.. Its the auto assignment of Service Requests that
> doesn't seem to be happening.. When a Service request is created it gets
> saved but the auto assignment / notification doesn't seem to get
triggered..
>
> Joe
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] Behalf Of Roger Justice
> Sent: Wednesday, April 25, 2007 7:46 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Assignment configurations for ITSM 7.0
>
> **
> Can you be more specific as to what problems you are ecountering.
>
> -Original Message-
> From: [EMAIL PROTECTED]
> To: arslist@ARSLIST.ORG
> Sent: Wed, 25 Apr 2007 6:44 PM
> Subject: Assignment configurations for ITSM 7.0
>
>
> Has anyone had issues having assignments in ITSM 7.0 to work? I am sure I
> have completed all the steps required to auto assign incidents / problems
> but it doesn't seem to be working.. So I'm afraid I am missing something..
> since V7 apps are way different from their earlier counterparts I'm not
sure
> what I am missing..
>
> Joe
> No virus found in this outgoing message.
> Checked by AVG Free Edition.
> Version: 7.5.463 / Virus Database: 269.6.1/776 - Release Date: 4/25/2007
> 12:19 PM
>
>
___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where
the
> Answers Are"
>
>
>
> AOL now offers free email to everyone. Find out more about what's free
from
> AOL at AOL.com.
> __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___
> __20060125___This posting was
> submitted with HTML in it___
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the
Answers Are"
No virus found in this incoming message.
Checked by AVG Free Edition.
Version: 7.5.463 / Virus Database: 269.6.1/776 - Release Date: 4/25/2007
12:19 PM
No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.5.463 / Virus Database: 269.6.1/776 - Release Date: 4/25/2007
12:19 PM
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the
Answers Are"
Re: Performance problems with the HPD:HelpDesk_SLA form
How many records does the form hold and what do you have for indexes? Those are the first places I'd look. Dylan -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Melissa Reed Sent: Thursday, April 26, 2007 8:54 AM To: arslist@ARSLIST.ORG Subject: Performance problems with the HPD:HelpDesk_SLA form We are experiencing problems when users search on the HPD:HelpDesk_SLA form, either via the form or through the canned SLA performance reports. If you qualify on Arrival Time or Resolve Time, it can spike the Oralce CPU usage up to 25% or more (which is a huge amount for our environment). The query is taking 5-10 minutes to return, longer during peak times of the day. Has anyone else experienced this before? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" This message and any attachments are for the intended recipient(s) only and may contain privileged, confidential and/or proprietary information about Downey Savings or its customers, which Downey Savings does not intend to disclose to the public. If you received this message by mistake, please notify the sender by reply e-mail and delete the message and attachments. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Assignment configurations for ITSM 7.0
Now you understand why it took me 30 days longer to get the client operational
on 7 than I anticipated. There are a lot of touch points that are not well
documented in the configuration manuals.
-Original Message-
From: [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Thu, 26 Apr 2007 12:13 PM
Subject: Re: Assignment configurations for ITSM 7.0
My problem was not that.. In the Event field I misunderstood its use.. In
fact I am still not too clear on what the other values in the Event field is
for.. But when I changed all of them to -General- it fixed the problem..
I had looked up the workflow that the auto assignment process was using that
helped me fix the issue.. The first condition there is ('Assignment Event' =
"- General -") AND ...
My values in the Company and Contact Company form were already -Global- and
didn't need a change..
Joe
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Jarl Grøneng
Sent: Thursday, April 26, 2007 11:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: Assignment configurations for ITSM 7.0
In the assignment form, try to add a -Global- assignment.
--
Jarl
On 4/26/07, Joe D'Souza <[EMAIL PROTECTED]> wrote:
> **
>
> That's where I am seeing an error.. in the creation process of
> incidents/Change data.. The error is "ARCreateEntry - No groups were found
> using automated routing. You need to manually select a group."
>
> What are the possible reasons why I would get this error no groups found
in
> automated routing when I think I have set the groups and their skills for
> these test cases I am working on..
>
> Joe
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] Behalf Of Roger Justice
> Sent: Thursday, April 26, 2007 7:41 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Assignment configurations for ITSM 7.0
>
> **
> Service Requests do not get assigned they create either an Incident or
> Change and then the Incident or Change gets assigned. If you open the
> Service Request form search all service requests and do not see in process
> in the request ID go to the Change/Incident data tab abd you will see in
app
> event status an error. By reviewing the error you should see that the
> Incident/Change could not be created. If Auto Assignment is not working it
> can fail also if you have Tier 1,2,3 that is not valid it will fail.
>
> -Original Message-
> From: [EMAIL PROTECTED]
> To: arslist@ARSLIST.ORG
> Sent: Wed, 25 Apr 2007 11:36 PM
> Subject: Re: Assignment configurations for ITSM 7.0
>
>
> **
> Thanks for writing back.. Its the auto assignment of Service Requests that
> doesn't seem to be happening.. When a Service request is created it gets
> saved but the auto assignment / notification doesn't seem to get
triggered..
>
> Joe
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] Behalf Of Roger Justice
> Sent: Wednesday, April 25, 2007 7:46 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Assignment configurations for ITSM 7.0
>
> **
> Can you be more specific as to what problems you are ecountering.
>
> -Original Message-
> From: [EMAIL PROTECTED]
> To: arslist@ARSLIST.ORG
> Sent: Wed, 25 Apr 2007 6:44 PM
> Subject: Assignment configurations for ITSM 7.0
>
>
> Has anyone had issues having assignments in ITSM 7.0 to work? I am sure I
> have completed all the steps required to auto assign incidents / problems
> but it doesn't seem to be working.. So I'm afraid I am missing something..
> since V7 apps are way different from their earlier counterparts I'm not
sure
> what I am missing..
>
> Joe
> No virus found in this outgoing message.
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> 12:19 PM
>
>
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12:19 PM
Re: Automated search from outside remedy
Kaiser,
I am new to SQL Server 2005. The dates saved in the tables are in the
UNIX format I believe and it only gives the number of seconds elapsed
since 1 Jan 1970 midnight (pls correct me if I'm wrong). So let's say I
want to execute the following
('Create Date:' >= ($TIMESTAMP$ - 2*60*60)) AND (('Create Date:' - 3600)
> 'Date Received'
How do I go about doing it? Any conversion functions to check the dates
in the table versus what SQL SERVER 2005 understands?
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
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: Thursday, April 26, 2007 9:31 AM
To: arslist@ARSLIST.ORG
Subject: Re: Automated search from outside remedy
Why not just query the backend database directly?
Norm
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of SUBSCRIBE arslist Neel
Sent: Thursday, April 26, 2007 8:54 AM
To: arslist@ARSLIST.ORG
Subject: Automated search from outside remedy
Importance: High
Hello everybody,
We have a team on-support that checks for certain things every hour (for
example how many inbound emails in past 30 mins, how many outbound
emails went successfully in past 24 hours, how many emails errored out
in past 24 hours, emails waiting in the queue with status "YES" in past
24 hours, how many users are logged in at the moment etc...)
Is there any way to automate this search from outside the remedy? A
web-service, or a utility app that would execute the searches defined
ever hour or defined time-interval and log it in xml or crate a csv or
excel file? Any ideas?
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: Freeing licenses
As to which session timeout, it would appear to be the floating license timeout. None of the others seem to have any bearing. As for the test, I am sure this is the case; I did not perform the test first hand, but I am confident in the abilities of the person who performed the test. What the 'as designed' behavior states to me is: If you want users who have floating licenses to use the mid-tier, you need to buy more application and ar floating licenses than you would if the same user base were to use only the native client. This is as designed and this is the price you have to pay to use Remedy via a browser. My interpretation of this is: If I want a viable web interface to Remedy, I have the following options: - purchase additional floating licenses, which will be a ratio between my floating license user base and web adoption by that user base - meaning it will change over time, depending on how many people use the web interface and how many people have floating licenses. - Purchase a third-party product that does not have this limitation - Write my own web interface Axton Grams On 4/26/07, Grooms, Frederick W <[EMAIL PROTECTED]> wrote: My reply to then would include something like... You state "This means, any license acquired on behalf of the user will not be release until session times out. The behavior is as designed.". What I would like to know is "Which session Timeout (The Server based Floating License Timeout, the Mid-Tier based Session Timeout, or the Apache/IIS based HTTP Timeout)?" Also Axton... When you performed your Timeout test, did you restart your Web Server and your JSP engine after setting the timeout to 2 minutes in the Mid-Tier? Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Axton Sent: Thursday, April 26, 2007 10:34 AM To: arslist@ARSLIST.ORG Subject: Re: Freeing licenses If you want to view the original problem, it can be accessed here: http://bugs.arswiki.org/show_bug.cgi?id=10 This pertains to the problems that revolve around the mid-tier holding on to floating licenses. Axton Grams On 4/26/07, Axton <[EMAIL PROTECTED]> wrote: > I received an update from BMC on this issue. The defect they > generated was CLOSED with a disposition of AS DESIGNED. I do not > agree with this decision, and I want to stir up some discussion in the > community as to their stated direction, and my perceived DOA status of > the mid-tier product in large scale environments as a result of this > statement of direction: > > I received this update from BMC: > > The defect related to this issue: SW00264036 was closed with the > following comments: > > Re midtier behavior, http is stateless so all user states are tracked > on the midtier side. If the user closes all browser windows associated > with a valid http session on midtier side, the session will remain > until expires. This means, any license acquired on behalf of the user > will not be release until session times out. The behavior is as > designed. (In contrast to WUT which uses RPC, when the WUT is closed, > it calls back to the AR Server to perform logout. If TCP is lost when > the user closes WUT, then the license for that user also stays in > limbo until times out.) > > > This was the response back to BMC: > > - One aspect of the issue we raised was that we had added an Active > Link that fires on Window Close to do the PERFORM-ACTION-EXIT-APP > process, but that does not release the token either. I do not see the > explanation below addressing that at all. > > - Also, I just ran a test to prove/disprove the statement below > regarding the MT session handling. I set the session timeout to 2 > minutes on my Mid-Tier, logged in to MT w/ a floating license, killed > the browser window, verified the user was still in possession of a > floating token via the Manage User Licenses in the admin tool, and > then waited about 10 minutes. The floating token had still not been > released even though the session should have expired. > > Axton Grams > > On 3/22/07, Axton <[EMAIL PROTECTED]> wrote: > > Using IE, it will appear the browser is timing out; you will need to > > look at the servletexec stderr logs to see the java stack trace > > triggered by the null pointer exception. > > > > Axton Grams > > > > On 3/22/07, Axton <[EMAIL PROTECTED]> wrote: > > > Daniel, create an active link that performs an open window using > > > the current window (AL should fire from the form that has the AL > > > that performs the exit-app on window close). Let me know if you > > > get a null pointer exception. > > > > > > Axton Grams > > > > > > On 3/22/07, CONDREA, Daniel <[EMAIL PROTECTED]> wrote: > > > > Hi All , > > > > > > > > Yesterday I said that a floating license is not release. > > > > > > > > I was wrong. The reason is that I had performed the test in the > > > > following condition: > > > > > > > > - ARS version 6.3 patch 21 > > > > - AR mid tier 7.0.1 patch 001 > >
Help with Diary Field
Hi dear listers Exist a function or store procedure to read a diary filed directly from ODBC? Thanks in advance Greetings from Mexico __ Atentamente Guillermo Alfredo Torres Barrón Proyectos ARS Remedy Grupo Financiero Banorte Calzada de Tlalpan #2980, Col. Ejidos de Santa Ursula Coapa, C.P. 04850 México, D.F. Tel Directo: 51746520, ext: 8505-2520 ... Este correo electronico es confidencial y/o puede contener informacion privilegiada. Si usted no es su destinatario o no es alguna persona autorizada por este para recibir sus correos electronicos, NO debera usted utilizar, copiar, revelar, o tomar ninguna accion basada en este correo electronico o cualquier otra informacion incluida en el, favor de notificar al remitente de inmediato mediante el reenvio de este correo electronico y borrar a continuacion totalmente este correo electronico y sus anexos. Nota: Los acentos y caracteres especiales fueron omitidos para su correcta lectura en cualquier medio electronico. This e-mail is confidential and/or may contain privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose, or take any action based on this message or any other information herein, please advise the sender immediately by reply this e-mail and delete this e-mail and its attachments. ... ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: AR Import
Hi I am having ARsystem 7.x and gone through the same query that is one of the fields contain path (F:/ab/cd/efg/) and then exported the data & then by using AR Import tool imported the same on a new form but i have not found any error in this process, that is i have got the same path (F:/ab/cd/efg/) without removal of /'s. So please let me know the actual process in which you are facing the problem. Thanks, Rakesh -- [EMAIL PROTECTED] www.vyomlabs.com Consulting | Oursourcing | Training || BMC Remedy BSM | ITIL | IT Governance Mayfield, Andy L. wrote: Ok, I am stumped. I used AR Import to import some data to a new form. One of the fields contains paths i.e.. F:/abc/def/ghij/, but after the import process removed the /'s and I am left with F:abcdefghij ? Anyone know what I did wrong? Andy L. Mayfield System Operation Specialist Alabama Power Company Office: 8-226-1805 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Removing an item from a menu
Hi, First thing deleting a group if not a good practice, thus if you ar using the OOB HelpDesk Application then the group settings are carried out using the Remedy Application Configuration (On the general tab step 4). in which we can make the group status as Busy or On Vacation which removes the group name form the menu on the form. If this is required other the the OOB HelpDesk the you need to customize the group form and have a drop down list on the form on which indicate the group status as Active & Inactive. And create a workflow to check for the group states. After doing this you will able to see only those data which have been set as an Active. Thanks, Sunil -- [EMAIL PROTECTED] www.vyomlabs.com Consulting | Oursourcing | Training || BMC Remedy BSM | ITIL | IT Governance Neal Jacob wrote: ** I am asking this question on behalf of our Remedy person: When creating Groups, Categories, Types and Items, we are able to add, but are not able to make them inactive when they are no longer needed. The permissions appear to be correct. We have tried using the Active/Inactive Radio buttons which does not seem to work. How can we change or make groups inactive? Thank you in advance, Neal Jacob MCP, MCDST Desktop Systems Specialist NRTC http://www.nrtc.coop This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, copy, use, disclosure, or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Performance problems with the HPD:HelpDesk_SLA form
No, there is not an index table on a join form. We have not added additional ones from the db side. On Apr 26, 11:11 am, Joe D'Souza <[EMAIL PROTECTED]> wrote: > Are these fields indexed? > > Joe > > > > -Original Message- > From: Action Request System discussion list(ARSList) > > [mailto:[EMAIL PROTECTED] Behalf Of Melissa Reed > Sent: Thursday, April 26, 2007 11:54 AM > To: [EMAIL PROTECTED] > Subject: Performance problems with the HPD:HelpDesk_SLA form > > We are experiencing problems when users search on the HPD:HelpDesk_SLA > form, either via the form or through the canned SLA performance > reports. If you qualify on Arrival Time or Resolve Time, it can spike > the Oralce CPU usage up to 25% or more (which is a huge amount for our > environment). The query is taking 5-10 minutes to return, longer > during peak times of the day. > > Has anyone else experienced this before? > No virus found in this outgoing message. > Checked by AVG Free Edition. > Version: 7.5.463 / Virus Database: 269.6.1/776 - Release Date: 4/25/2007 > 12:19 PM > > ___ > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.orgARSlist:"Where the > Answers Are"- Hide quoted text - > > - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Workflow - Mid-tier vs Client
Hello listers! Recently I built some add-on workflow (Remedy 6.3) for the support console to allow people to show or hide certain columns. For the first several days it worked great; each person gets a single record in a seperate preference form; these preferences load when they open the support console. I have validated permissions on active links, fields, etc; I even have log files SHOWING that the active link fired to make a particular field visible. However, the fields are no longer becoming visible. This is the behavior in the client application. I had a user open the mid-tier and launch the support console and the selected columns DO appear. So it worked for a few days...then stopped working on the user tool...but a user can launch mid-tier and their preferences load just fine. I get this: -> Passed qualification -- perform if actions 0: Set Characteristics For field -- Case Type (536880915) Change field to visible Yet the field does not appear Any thoughts? This is the strangest thing. P.S. as admin, it has not stopped working for me...yet... Thanks! Eli ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Assignment configurations for ITSM 7.0
Roger, I see what you mean.. I'm actually using the manuals and taking a peek
at the workflow now to understand what the application really requires in terms
of configuration for it to work.. And in I think digging up the workflow is
more useful than reading the manuals in understanding the application. I pretty
much understood how the auto assignment process works after looking at the
workflow (and not the manuals), so I really pity those new to the game who
depend on manuals..
I'm still not too clear what the other values in the Event field are for.. Any
takers on explaining that?
Joe
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
Behalf Of Roger Justice
Sent: Thursday, April 26, 2007 12:53 PM
To: arslist@ARSLIST.ORG
Subject: Re: Assignment configurations for ITSM 7.0
**
Now you understand why it took me 30 days longer to get the client operational
on 7 than I anticipated. There are a lot of touch points that are not well
documented in the configuration manuals.
-Original Message-
From: [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Thu, 26 Apr 2007 12:13 PM
Subject: Re: Assignment configurations for ITSM 7.0
My problem was not that.. In the Event field I misunderstood its use.. In
fact I am still not too clear on what the other values in the Event field is
for.. But when I changed all of them to -General- it fixed the problem..
I had looked up the workflow that the auto assignment process was using that
helped me fix the issue.. The first condition there is ('Assignment Event' =
"- General -") AND ...
My values in the Company and Contact Company form were already -Global- and
didn't need a change..
Joe
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Jarl Grøneng
Sent: Thursday, April 26, 2007 11:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: Assignment configurations for ITSM 7.0
In the assignment form, try to add a -Global- assignment.
--
Jarl
On 4/26/07, Joe D'Souza <[EMAIL PROTECTED]> wrote:
> **
>
> That's where I am seeing an error.. in the creation process of
> incidents/Change data.. The error is "ARCreateEntry - No groups were found
> using automated routing. You need to manually select a group."
>
> What are the possible reasons why I would get this error no groups found
in
> automated routing when I think I have set the groups and their skills for
> these test cases I am working on..
>
> Joe
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] Behalf Of Roger Justice
> Sent: Thursday, April 26, 2007 7:41 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Assignment configurations for ITSM 7.0
>
> **
> Service Requests do not get assigned they create either an Incident or
> Change and then the Incident or Change gets assigned. If you open the
> Service Request form search all service requests and do not see in process
> in the request ID go to the Change/Incident data tab abd you will see in
app
> event status an error. By reviewing the error you should see that the
> Incident/Change could not be created. If Auto Assignment is not working it
> can fail also if you have Tier 1,2,3 that is not valid it will fail.
>
> -Original Message-
> From: [EMAIL PROTECTED]
> To: arslist@ARSLIST.ORG
> Sent: Wed, 25 Apr 2007 11:36 PM
> Subject: Re: Assignment configurations for ITSM 7.0
>
>
> **
> Thanks for writing back.. Its the auto assignment of Service Requests that
> doesn't seem to be happening.. When a Service request is created it gets
> saved but the auto assignment / notification doesn't seem to get
triggered..
>
> Joe
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] Behalf Of Roger Justice
> Sent: Wednesday, April 25, 2007 7:46 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Assignment configurations for ITSM 7.0
>
> **
> Can you be more specific as to what problems you are ecountering.
>
> -Original Message-
> From: [EMAIL PROTECTED]
> To: arslist@ARSLIST.ORG
> Sent: Wed, 25 Apr 2007 6:44 PM
> Subject: Assignment configurations for ITSM 7.0
>
>
> Has anyone had issues having assignments in ITSM 7.0 to work? I am sure I
> have completed all the steps required to auto assign incidents / problems
> but it doesn't seem to be working.. So I'm afraid I am missing something..
> since V7 apps are way different from their earlier counterparts I'm not
sure
> what I am missing..
>
> Joe
No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.5.463 / Virus Database: 269.6.1/776 - Release Date: 4/25/2007 12:19
PM
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Re: Workflow - Mid-tier vs Client
Did you verify that there isn't some workflow after this point that re-hides the field? From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Eli Schilling Sent: Thursday, April 26, 2007 10:34 AM To: arslist@ARSLIST.ORG Subject: Workflow - Mid-tier vs Client ** Hello listers! Recently I built some add-on workflow (Remedy 6.3) for the support console to allow people to show or hide certain columns. For the first several days it worked great; each person gets a single record in a seperate preference form; these preferences load when they open the support console. I have validated permissions on active links, fields, etc; I even have log files SHOWING that the active link fired to make a particular field visible. However, the fields are no longer becoming visible. This is the behavior in the client application. I had a user open the mid-tier and launch the support console and the selected columns DO appear. So it worked for a few days...then stopped working on the user tool...but a user can launch mid-tier and their preferences load just fine. I get this: -> Passed qualification -- perform if actions 0: Set Characteristics For field -- Case Type (536880915) Change field to visible Yet the field does not appear Any thoughts? This is the strangest thing. P.S. as admin, it has not stopped working for me...yet... Thanks! Eli __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Freeing licenses
You may also wish to compare apples to apples. Your tests are closing the browser window without logging out. This would be equivalent to the statement you made about the WUT: > If TCP is lost when the user closes WUT, then the license for that user also stays in limbo until times out. If one clicks on the "Logout" link within the web client, the license should be released properly just as if you'd closed the WUT. If one closes the browser without logging out, you've effectively created the situation where no message is sent back to AR System (i.e. just like if TCP is lost for the WUT). Because each browser window is self-sufficient (i.e. there's no parent window that contains all of the sub-windows), there's currently no simple way for AR System to know that the closing of a specific window (i.e. by killing the browser or clicking on the 'x') indicates that all windows should now be invalid. More simply put - Let's say you have browser windows 1, 2, and 3 open. You 'x' out of window 2. Should Windows 1 and 3 become invalid? Most folks would say 'no'. Each window is independent. Window 1 doesn't know about Window 2 and 3. So when Window 2 closes, 1 and 3 keep running. If you close Windows 1 and 3 using the 'x', AR System still doesn't know if Window 2 is there or not (remember, you clicked on the 'x' - not logout). Since you closed the browser and did not logout, no message is sent back to AR System letting the Mid-Tier know that the user isn't just sitting there idle. So the timeout starts ticking down... In the WUT, you have a central application which governs all "windows". If you close out a form, you have not left the central application (i.e. the WUT). When you do close the WUT, it's obvious that all sub windows should be closed. A longer term solution for this is certainly something being considered - but the unique differences between a web session and a local application will need to be overcome. There are obviously ways to do it (e.g. you could make the AR System web GUI a flash/Java application with all windows contained within the single app; you could disable multi-window capability and have only one browser window in use at a time using forward/backward paging; designate one window as the "parent" window and when you close that, all other windows become invalid, etc. ) - one would have to be sure that the method chosen fulfills all of the usage cases and does not disrupt the use of the product that folks are used to. -David J. Easter Sr. Product Manager, Service Management Business Unit BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Axton Sent: Thursday, April 26, 2007 10:06 AM To: arslist@ARSLIST.ORG Subject: Re: Freeing licenses As to which session timeout, it would appear to be the floating license timeout. None of the others seem to have any bearing. As for the test, I am sure this is the case; I did not perform the test first hand, but I am confident in the abilities of the person who performed the test. What the 'as designed' behavior states to me is: If you want users who have floating licenses to use the mid-tier, you need to buy more application and ar floating licenses than you would if the same user base were to use only the native client. This is as designed and this is the price you have to pay to use Remedy via a browser. My interpretation of this is: If I want a viable web interface to Remedy, I have the following options: - purchase additional floating licenses, which will be a ratio between my floating license user base and web adoption by that user base - meaning it will change over time, depending on how many people use the web interface and how many people have floating licenses. - Purchase a third-party product that does not have this limitation - Write my own web interface Axton Grams On 4/26/07, Grooms, Frederick W <[EMAIL PROTECTED]> wrote: > My reply to then would include something like... > > You state "This means, any license acquired on behalf of the user will > not be release until session times out. The behavior is as designed.". > What I would like to know is "Which session Timeout (The Server based > Floating License Timeout, the Mid-Tier based Session Timeout, or the > Apache/IIS based HTTP Timeout)?" > > Also Axton... When you performed your Timeout test, did you restart > your Web Server and your JSP engine after setting the timeout to 2 > minutes in the Mid-Tier? > > Fred > > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Axton > Sent: Thursday, April 26, 2007
ITSM 7.x - moving Support Group from one Support Organization to another
Has anyone found a recommended way to do this ? Do the changes propagate down to existing records ? Ex: You already have dozens or hundreds of support groups in four support organizations, but now the company does a reorg and there are five support organizations (four existing plus a new one, to make it easier). What if you wanted to move some of the existing Support Group from one Support Organization to another ? All the relevant fields in the 'Support Group' form are greyed out and I cannot change the Support Organization. I figured I could export the groups and import them back in with the new Support Organization but that will probably not propagate down to the group members and/or any open tickets. It seems like you can't even create a new Support Organization without creating at least one support group. Rgds, Christian H. Rom Schlumberger - Service Desk Engineering ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Performance problems with the HPD:HelpDesk_SLA form
There will not be any indexes directly on a join.. what you need to do is look at the primary and secondary forms from that join (and if one or both of them are joins - go further down and look at the primary and secondary forms in that join). Check if the fields that are being searched on, are indexed on these base forms.. and if not index them.. Cheers Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Melissa Reed Sent: Thursday, April 26, 2007 1:50 PM To: arslist@ARSLIST.ORG Subject: Re: Performance problems with the HPD:HelpDesk_SLA form No, there is not an index table on a join form. We have not added additional ones from the db side. On Apr 26, 11:11 am, Joe D'Souza <[EMAIL PROTECTED]> wrote: > Are these fields indexed? > > Joe > > > > -Original Message- > From: Action Request System discussion list(ARSList) > > [mailto:[EMAIL PROTECTED] Behalf Of Melissa Reed > Sent: Thursday, April 26, 2007 11:54 AM > To: [EMAIL PROTECTED] > Subject: Performance problems with the HPD:HelpDesk_SLA form > > We are experiencing problems when users search on the HPD:HelpDesk_SLA > form, either via the form or through the canned SLA performance > reports. If you qualify on Arrival Time or Resolve Time, it can spike > the Oralce CPU usage up to 25% or more (which is a huge amount for our > environment). The query is taking 5-10 minutes to return, longer > during peak times of the day. > > Has anyone else experienced this before? > No virus found in this outgoing message. > Checked by AVG Free Edition. > Version: 7.5.463 / Virus Database: 269.6.1/776 - Release Date: 4/25/2007 > 12:19 PM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.463 / Virus Database: 269.6.1/776 - Release Date: 4/25/2007 12:19 PM ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Login.jsp
Listers, Does anyone know how to only pull in the users network ID to populate Login.jsp in the midtier? I don't care about password. Our midtier is on HPUX and we do have a Active Directory. Thanks, John M. Kovalcik Service Management Sr. Analyst ITIL Foundations Certified Global Information Technology Kennametal Inc. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Workflow - Mid-tier vs Client
Hi Eli, I had something like this happen to me just the other day. What I finally did to make it work, was to go in and delete the .arf and .arv files. After I did this, it started working. Hope this helps! Greg Donalson Entaq, Inc. _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Eli Schilling Sent: Thursday, April 26, 2007 12:34 PM To: arslist@ARSLIST.ORG Subject: Workflow - Mid-tier vs Client Hello listers! Recently I built some add-on workflow (Remedy 6.3) for the support console to allow people to show or hide certain columns. For the first several days it worked great; each person gets a single record in a seperate preference form; these preferences load when they open the support console. I have validated permissions on active links, fields, etc; I even have log files SHOWING that the active link fired to make a particular field visible. However, the fields are no longer becoming visible. This is the behavior in the client application. I had a user open the mid-tier and launch the support console and the selected columns DO appear. So it worked for a few days...then stopped working on the user tool...but a user can launch mid-tier and their preferences load just fine. I get this: -> Passed qualification -- perform if actions 0: Set Characteristics For field -- Case Type (536880915) Change field to visible Yet the field does not appear Any thoughts? This is the strangest thing. P.S. as admin, it has not stopped working for me...yet... Thanks! Eli __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Workflow - Mid-tier vs Client
If you are using the advanced features of workflow on the mid-tier, I know they warned that it would not always work properly. If not, check the permissions on the columns you are trying to unhide and make sure that your users have permissions to view the columns. Axton Grams On 4/26/07, Eli Schilling <[EMAIL PROTECTED]> wrote: ** Hello listers! Recently I built some add-on workflow (Remedy 6.3) for the support console to allow people to show or hide certain columns. For the first several days it worked great; each person gets a single record in a seperate preference form; these preferences load when they open the support console. I have validated permissions on active links, fields, etc; I even have log files SHOWING that the active link fired to make a particular field visible. However, the fields are no longer becoming visible. This is the behavior in the client application. I had a user open the mid-tier and launch the support console and the selected columns DO appear. So it worked for a few days...then stopped working on the user tool...but a user can launch mid-tier and their preferences load just fine. I get this: -> Passed qualification -- perform if actions 0: Set Characteristics For field -- Case Type (536880915) Change field to visible Yet the field does not appear Any thoughts? This is the strangest thing. P.S. as admin, it has not stopped working for me...yet... Thanks! Eli __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Removing an item from a menu
Thank you everyone for your time and for your replies. This did not provide a resolution. Neal Jacob MCP, MCDST Desktop Systems Specialist NRTC http://www.nrtc.coop This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, copy, use, disclosure, or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Assignment configurations for ITSM 7.0
Incident Owner This is a new concept from ITIL and it would normally be the
Service desk
Infrastructure Change Manager This is another new concept from ITIL
Infrastructure Change Assignee This is what we used to assign a change to a
group to work it
We now have Service Requests that create Incidents and Changes both Request
Manager and Request Assignee are new roles that will be used when BMC/Remedy
release the next generation of Service Request
Task Assignee same a Change Assignee for the task
Solution Assignment If there is a form there must be assignment
Problem Manager another ITIL concept
Unavailability Assignment If there is a form there must be assignment this of
course is related to AM.
If I am wrong let me know I used knowledge from doing the ITSM 7 install ITIL
foundations training and common sense.
-Original Message-
From: [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Thu, 26 Apr 2007 2:39 PM
Subject: Re: Assignment configurations for ITSM 7.0
**
Roger, I see what you mean.. I'm actually using the manuals and taking a peek
at the workflow now to understand what the application really requires in terms
of configuration for it to work.. And in I think digging up the workflow is
more useful than reading the manuals in understanding the application. I pretty
much understood how the auto assignment process works after looking at the
workflow (and not the manuals), so I really pity those new to the game who
depend on manuals..
I'm still not too clear what the other values in the Event field are for.. Any
takers on explaining that?
Joe
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
Behalf Of Roger Justice
Sent: Thursday, April 26, 2007 12:53 PM
To: arslist@ARSLIST.ORG
Subject: Re: Assignment configurations for ITSM 7.0
**
Now you understand why it took me 30 days longer to get the client operational
on 7 than I anticipated. There are a lot of touch points that are not well
documented in the configuration manuals.
-Original Message-
From: [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Thu, 26 Apr 2007 12:13 PM
Subject: Re: Assignment configurations for ITSM 7.0
My problem was not that.. In the Event field I misunderstood its use.. In
fact I am still not too clear on what the other values in the Event field is
for.. But when I changed all of them to -General- it fixed the problem..
I had looked up the workflow that the auto assignment process was using that
helped me fix the issue.. The first condition there is ('Assignment Event' =
"- General -") AND ...
My values in the Company and Contact Company form were already -Global- and
didn't need a change..
Joe
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Jarl Grøneng
Sent: Thursday, April 26, 2007 11:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: Assignment configurations for ITSM 7.0
In the assignment form, try to add a -Global- assignment.
--
Jarl
On 4/26/07, Joe D'Souza <[EMAIL PROTECTED]> wrote:
> **
>
> That's where I am seeing an error.. in the creation process of
> incidents/Change data.. The error is "ARCreateEntry - No groups were found
> using automated routing. You need to manually select a group."
>
> What are the possible reasons why I would get this error no groups found
in
> automated routing when I think I have set the groups and their skills for
> these test cases I am working on..
>
> Joe
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] Behalf Of Roger Justice
> Sent: Thursday, April 26, 2007 7:41 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Assignment configurations for ITSM 7.0
>
> **
> Service Requests do not get assigned they create either an Incident or
> Change and then the Incident or Change gets assigned. If you open the
> Service Request form search all service requests and do not see in process
> in the request ID go to the Change/Incident data tab abd you will see in
app
> event status an error. By reviewing the error you should see that the
> Incident/Change could not be created. If Auto Assignment is not working it
> can fail also if you have Tier 1,2,3 that is not valid it will fail.
>
> -Original Message-
> From: [EMAIL PROTECTED]
> To: arslist@ARSLIST.ORG
> Sent: Wed, 25 Apr 2007 11:36 PM
> Subject: Re: Assignment configurations for ITSM 7.0
>
>
> **
> Thanks for writing back.. Its the auto assignment of Service Requests that
> doesn't seem to be happening.. When a Service request is created it gets
> saved but the auto assignment / notification doesn't seem to get
triggered..
>
> Joe
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] Behalf Of Roger Justice
> Sent: Wednesday, April 25, 2007 7:46 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Assignment configurations for ITSM 7.0
>
Re: ITSM 7.x - moving Support Group from one Support Organization to another
In the Group form the long group name stores the full name and it is editiable. My suggestion would be to create a new group and capture the Active Link and Filter logs to determine every where the group data is stored. The worst case is a lot of manual entry best case is you will determine a work around. -Original Message- From: [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thu, 26 Apr 2007 2:48 PM Subject: ITSM 7.x - moving Support Group from one Support Organization to another ** Has anyone found a recommended way to do this ? Do the changes propagate down to existing records ? Ex: You already have dozens or hundreds of support groups in four support organizations, but now the company does a reorg and there are five support organizations (four existing plus a new one, to make it easier). What if you wanted to move some of the existing Support Group from one Support Organization to another ? All the relevant fields in the 'Support Group' form are greyed out and I cannot change the Support Organization. I figured I could export the groups and import them back in with the new Support Organization but that will probably not propagate down to the group members and/or any open tickets. It seems like you can't even create a new Support Organization without creating at least one support group. Rgds, Christian H. Rom Schlumberger - Service Desk Engineering __20060125___This posting was submitted with HTML in it___ AOL now offers free email to everyone. Find out more about what's free from AOL at AOL.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Automated search from outside remedy
How about this: USE arsystem DECLARE @timestamp AS BIGINT SET @timestamp = DATEDIFF(s, '1/1/1970',GETUTCDATE()) SELECT * FROM your_form_name_here WHERE (create_date >= (@timestamp - 2*60*60)) AND ((create_date - 3600) > date_received The key here is that the number stored in the database is not a datetime but rather an integer. So the only really complicated part is creating an MS SQL equivalent to the Remedy $TIMESTAMP$. Norm __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___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
DSL - How does it normalize?
Hi everyone: I have a question regarding the DSL that I just can't seem to figure out. In the documentation for the DSL, CMDB, Archtecture, etc. it states that the "DSL is used to normalize the data going into the CMDB". However, I've been searching through all the documentation, and spent a day going through the workflow, forms, active links, filters, etc. that touch the DSL, and I simply cannot see how the DSL interacts with the CMDB at all. The closest interaction with anything regarding the DSL is with Contracts and the Product Catalog (and even that is pretty limited) Does anyone have any idea how the DSL normalizes data going into the CMDB? Or better yet, even how to set it up to normalize data that goes in the CMDB? _ Exercise your brain! Try Flexicon. http://games.msn.com/en/flexicon/default.htm?icid=flexicon_hmemailtaglineapril07 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: DSL - How does it normalize?
I posed the same question to BMC and received the response below. >From BMC: How is the data normalized from DSL and Inventory? Normalization happens inside the "inv_application" view or "mrb_inv_application" view in case of CD-integration (for EIE purposes). It happens "on-the-fly" where we join Configuration Management views with the cache DSL data in certain tables in the CM database. When data is inserted into the Inventory database from the inv plugin, its inserted NON-normalized. The normalization happens on the fly when someone wants to view the app data. There is a stored procedure "refresh_pdl_tables" which is used to normalize the data right away so that we don't have to go over the Data base-link for EVERY single application normalization. The procedure will refresh the PDL tables. On SQL there is a explicit job called "Refresh PDL Tables" which can be scheduled to run every night at 11:59pm which invokes the "refresh_pdl_tables" stored procedure. I believe there is no such "job" on Oracle, but I'm still verifying the behavior and will update you once I have confirmed. Regarding documentation on the above topics, I could not find a detailed description explaining the above, so I will be filing a defect for documentation to include a section in the DSL docs which details the process for normalizing the data in the Inventory database against the DSL. Eric Alfonso, Contractor, 95 CG/SCCSS Remedy Support Team [EMAIL PROTECTED] -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mike Parker Sent: Thursday, April 26, 2007 1:16 PM To: arslist@ARSLIST.ORG Subject: DSL - How does it normalize? Hi everyone: I have a question regarding the DSL that I just can't seem to figure out. In the documentation for the DSL, CMDB, Archtecture, etc. it states that the "DSL is used to normalize the data going into the CMDB". However, I've been searching through all the documentation, and spent a day going through the workflow, forms, active links, filters, etc. that touch the DSL, and I simply cannot see how the DSL interacts with the CMDB at all. The closest interaction with anything regarding the DSL is with Contracts and the Product Catalog (and even that is pretty limited) Does anyone have any idea how the DSL normalizes data going into the CMDB? Or better yet, even how to set it up to normalize data that goes in the CMDB? _ Exercise your brain! Try Flexicon. http://games.msn.com/en/flexicon/default.htm?icid=flexicon_hmemailtaglin eapril07 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: ITSM 7.x - moving Support Group from one Support Organization to another
MessageI'd love to know this too as this would help me in my current project where I am working on a migration from Magic to Remedy. It would be real neat if I could create importable csv files for Remedy for the various configuration forms involved.. This is one of the reasons why recently I had posted a thread regarding massive load of data to V7 apps.. I'm relatively new to V7 ITSM apps as my first exposure to these apps was only around November very briefly and then since January or so I had been working on other things.. So there is still some ground I have still to break in.. Sorry Christian, I know you might have been looking for solutions with this response but its one of those 'Oh-I-Need-That-Sort-Of-Information-Too' kind of response.. If I do have any experiences along the way I'll share.. Cheers.. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Christian Rom Sent: Thursday, April 26, 2007 2:49 PM To: arslist@ARSLIST.ORG Subject: ITSM 7.x - moving Support Group from one Support Organization to another ** Has anyone found a recommended way to do this ? Do the changes propagate down to existing records ? Ex: You already have dozens or hundreds of support groups in four support organizations, but now the company does a reorg and there are five support organizations (four existing plus a new one, to make it easier). What if you wanted to move some of the existing Support Group from one Support Organization to another ? All the relevant fields in the 'Support Group' form are greyed out and I cannot change the Support Organization. I figured I could export the groups and import them back in with the new Support Organization but that will probably not propagate down to the group members and/or any open tickets. It seems like you can't even create a new Support Organization without creating at least one support group. Rgds, Christian H. Rom Schlumberger - Service Desk Engineering No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.463 / Virus Database: 269.6.1/776 - Release Date: 4/25/2007 12:19 PM ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Freeing licenses
Last message bounced because it was too long. I know one is stateful and the other is stateless, but once the browser's license is in limbo, there is no way to release it, not even logging back in and clicking logout will release the license. The precedence as to what is expected from floating licenses was set with the user tool over the last 14 years. Any web interface that is developed needs to exist, at a minimum, within the confines of this precedence. This can be measured by determining if you need to purchase additional licenses to effectively utilize an interface that is bundled with the arsever. Why not extend the current architecture and create a session object for each window that gets opened, then use the javascript unload listener to remove the session object when a window is closed (by clicking X). Each time a window is closed (js unload event), the javascript could check to see if the session object for that window is the last one, and if it is, creates an xmlhttprequest, sends the request to a servlet to end the session (e.g., release the licenses). A cookie could be used instead of a session object if desired. A simple example of the unload event can be viewed at: http://www.dcs.uwaterloo.ca/~anderson/JavaScript/ex_load_unload.html This javascript fires when I click the X in the browser window; why not use the same hook for the mid-tier? Why could the unload event not create an xmlHttpRequest, send the request to a servlet within the mid-tier to end the session (e.g., release the licenses). Unless I'm totally missing something, it looks like the hooks are there, but the code to utilize them is not. I'm not saying it's a simple thing to write, but it looks to be possible. A more direct question to BMC. If this is the current situation, how am I supposed to roll this out for wide-scale usage without the hundreds of thousands of dollars I would need to purchase additional floating licenses? Take my scenario as an example. I have an approval process. Users approve requests through the mid-tier. When an approval process is started, 40 to 50 signature lines are generated. Roughtly 80% of the approver base has a floating licenses (note that the approval interface is fully capable of operating with a read license). Now I have up to 50 people hitting my mid-tier server at roughly the same time (let's say within the same hour). None of them click the logout button after approving their request. Now I have 40-50 of my 220 floating licenses tied up for the next hour. I start to get a flood of ticket from my support desk, operations center, etc. that they are receiving some type of error constantly popping up on their screen stating: No free floating write license tokens available. What are my options here? - don't use the mid-tier? - buy another 50 floating licenses? - write my own web application that effectively manages floating licenses? - tell my users to live with the error, and notify them they can't user remedy until they stop getting the error, which should hopefully occur within the next hour some time? None of these are good options when all I need is a web interface into my Remedy server that is capable of operating under the same licensing requirements as the native client. Let's face it, users are going to click the X in the top right corner when they are done using the mid-tier. It's what people do when they are through using a web browser and it's something that has to be dealt with. Axton Grams On 4/26/07, Easter, David <[EMAIL PROTECTED]> wrote: You may also wish to compare apples to apples. Your tests are closing the browser window without logging out. This would be equivalent to the statement you made about the WUT: > If TCP is lost when the user closes WUT, then the license for that user also stays in limbo until times out. If one clicks on the "Logout" link within the web client, the license should be released properly just as if you'd closed the WUT. If one closes the browser without logging out, you've effectively created the situation where no message is sent back to AR System (i.e. just like if TCP is lost for the WUT). Because each browser window is self-sufficient (i.e. there's no parent window that contains all of the sub-windows), there's currently no simple way for AR System to know that the closing of a specific window (i.e. by killing the browser or clicking on the 'x') indicates that all windows should now be invalid. More simply put - Let's say you have browser windows 1, 2, and 3 open. You 'x' out of window 2. Should Windows 1 and 3 become invalid? Most folks would say 'no'. Each window is independent. Window 1 doesn't know about Window 2 and 3. So when Window 2 closes, 1 and 3 keep running. If you close Windows 1 and 3 using the 'x', AR System still doesn't know if Window 2 is there or not (remember, you clicked on the 'x' - not logout). Since you closed the browser and did not logout, no message is sent back to AR Syste
Re: DSL - How does it normalize?
Hi Alfonso: I agree - that works great...if someone has Marimba (or Discovery Service as I think its called now) - but what if someone wants to use SMS (or other discovery method) as their source? Based on the research I've done so far, it looks like those poor folks have to come up with their own methods of normalizing data that goes into the CMDB. I suppose the bottom line is that it "encourages" people to purchase BMC's discovery products...but still... From: Alfonso Eric B Contr 95 CG/SCCSS <[EMAIL PROTECTED]> Reply-To: arslist@ARSLIST.ORG To: arslist@ARSLIST.ORG Subject: Re: DSL - How does it normalize? Date: Thu, 26 Apr 2007 13:23:28 -0700 I posed the same question to BMC and received the response below. From BMC: How is the data normalized from DSL and Inventory? Normalization happens inside the "inv_application" view or "mrb_inv_application" view in case of CD-integration (for EIE purposes). It happens "on-the-fly" where we join Configuration Management views with the cache DSL data in certain tables in the CM database. When data is inserted into the Inventory database from the inv plugin, its inserted NON-normalized. The normalization happens on the fly when someone wants to view the app data. There is a stored procedure "refresh_pdl_tables" which is used to normalize the data right away so that we don't have to go over the Data base-link for EVERY single application normalization. The procedure will refresh the PDL tables. On SQL there is a explicit job called "Refresh PDL Tables" which can be scheduled to run every night at 11:59pm which invokes the "refresh_pdl_tables" stored procedure. I believe there is no such "job" on Oracle, but I'm still verifying the behavior and will update you once I have confirmed. Regarding documentation on the above topics, I could not find a detailed description explaining the above, so I will be filing a defect for documentation to include a section in the DSL docs which details the process for normalizing the data in the Inventory database against the DSL. Eric Alfonso, Contractor, 95 CG/SCCSS Remedy Support Team [EMAIL PROTECTED] -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mike Parker Sent: Thursday, April 26, 2007 1:16 PM To: arslist@ARSLIST.ORG Subject: DSL - How does it normalize? Hi everyone: I have a question regarding the DSL that I just can't seem to figure out. In the documentation for the DSL, CMDB, Archtecture, etc. it states that the "DSL is used to normalize the data going into the CMDB". However, I've been searching through all the documentation, and spent a day going through the workflow, forms, active links, filters, etc. that touch the DSL, and I simply cannot see how the DSL interacts with the CMDB at all. The closest interaction with anything regarding the DSL is with Contracts and the Product Catalog (and even that is pretty limited) Does anyone have any idea how the DSL normalizes data going into the CMDB? Or better yet, even how to set it up to normalize data that goes in the CMDB? _ Exercise your brain! Try Flexicon. http://games.msn.com/en/flexicon/default.htm?icid=flexicon_hmemailtaglin eapril07 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" _ Exercise your brain! Try Flexicon. http://games.msn.com/en/flexicon/default.htm?icid=flexicon_hmemailtaglineapril07 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: DSL - How does it normalize?
I have it on good authority from BMC that they understand that this is an issue and that future releases of EIE and CMDB will accommodate using the DSL to normalize other sources of data. Regards, Adam Pederson Practice Director IT Service Management Practice Xinify Technologies, Inc. Mobile: +1 925 895 9500 Email: [EMAIL PROTECTED] -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mike Parker Sent: Thursday, April 26, 2007 2:26 PM To: arslist@ARSLIST.ORG Subject: Re: DSL - How does it normalize? Hi Alfonso: I agree - that works great...if someone has Marimba (or Discovery Service as I think its called now) - but what if someone wants to use SMS (or other discovery method) as their source? Based on the research I've done so far, it looks like those poor folks have to come up with their own methods of normalizing data that goes into the CMDB. I suppose the bottom line is that it "encourages" people to purchase BMC's discovery products...but still... >From: Alfonso Eric B Contr 95 CG/SCCSS <[EMAIL PROTECTED]> >Reply-To: arslist@ARSLIST.ORG >To: arslist@ARSLIST.ORG >Subject: Re: DSL - How does it normalize? >Date: Thu, 26 Apr 2007 13:23:28 -0700 > >I posed the same question to BMC and received the response below. > >From BMC: >How is the data normalized from DSL and Inventory? > >Normalization happens inside the "inv_application" view or >"mrb_inv_application" view in case of CD-integration (for EIE purposes). >It happens "on-the-fly" where we join Configuration Management views >with the cache DSL data in certain tables in the CM database. When >data is inserted into the Inventory database from the inv plugin, its >inserted NON-normalized. The normalization happens on the fly when >someone wants to view the app data. > >There is a stored procedure "refresh_pdl_tables" which is used to >normalize the data right away so that we don't have to go over the Data >base-link for EVERY single application normalization. The procedure >will refresh the PDL tables. On SQL there is a explicit job called >"Refresh PDL Tables" which can be scheduled to run every night at >11:59pm which invokes the "refresh_pdl_tables" stored procedure. I >believe there is no such "job" on Oracle, but I'm still verifying the >behavior and will update you once I have confirmed. > >Regarding documentation on the above topics, I could not find a detailed >description explaining the above, so I will be filing a defect for >documentation to include a section in the DSL docs which details the >process for normalizing the data in the Inventory database against the >DSL. > > >Eric Alfonso, Contractor, 95 CG/SCCSS >Remedy Support Team >[EMAIL PROTECTED] > >-Original Message- >From: Action Request System discussion list(ARSList) >[mailto:[EMAIL PROTECTED] On Behalf Of Mike Parker >Sent: Thursday, April 26, 2007 1:16 PM >To: arslist@ARSLIST.ORG >Subject: DSL - How does it normalize? > >Hi everyone: > >I have a question regarding the DSL that I just can't seem to figure >out. > >In the documentation for the DSL, CMDB, Archtecture, etc. it states that >the "DSL is used to normalize the data going into the CMDB". > >However, I've been searching through all the documentation, and spent a >day going through the workflow, forms, active links, filters, etc. that >touch the DSL, and I simply cannot see how the DSL interacts with the >CMDB at all. > >The closest interaction with anything regarding the DSL is with >Contracts and the Product Catalog (and even that is pretty limited) > >Does anyone have any idea how the DSL normalizes data going into the >CMDB? >Or better yet, even how to set it up to normalize data that goes in the >CMDB? > >_ >Exercise your brain! Try Flexicon. >http://games.msn.com/en/flexicon/default.htm?icid=flexicon_hmemailtaglin >eapril07 > > >___ >UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where >the Answers Are" > >___ >UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where >the Answers Are" _ Exercise your brain! Try Flexicon. http://games.msn.com/en/flexicon/default.htm?icid=flexicon_hmemailtaglineapr il07 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Freeing licenses
Hi All, Just use PERFORM-ACTION-EXIT-APP It works OK for ARS 7 with mid-tier 7 Daniel -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Axton Sent: Thursday, April 26, 2007 11:37 PM To: arslist@ARSLIST.ORG Subject: Re: Freeing licenses Last message bounced because it was too long. I know one is stateful and the other is stateless, but once the browser's license is in limbo, there is no way to release it, not even logging back in and clicking logout will release the license. The precedence as to what is expected from floating licenses was set with the user tool over the last 14 years. Any web interface that is developed needs to exist, at a minimum, within the confines of this precedence. This can be measured by determining if you need to purchase additional licenses to effectively utilize an interface that is bundled with the arsever. Why not extend the current architecture and create a session object for each window that gets opened, then use the javascript unload listener to remove the session object when a window is closed (by clicking X). Each time a window is closed (js unload event), the javascript could check to see if the session object for that window is the last one, and if it is, creates an xmlhttprequest, sends the request to a servlet to end the session (e.g., release the licenses). A cookie could be used instead of a session object if desired. A simple example of the unload event can be viewed at: http://www.dcs.uwaterloo.ca/~anderson/JavaScript/ex_load_unload.html This javascript fires when I click the X in the browser window; why not use the same hook for the mid-tier? Why could the unload event not create an xmlHttpRequest, send the request to a servlet within the mid-tier to end the session (e.g., release the licenses). Unless I'm totally missing something, it looks like the hooks are there, but the code to utilize them is not. I'm not saying it's a simple thing to write, but it looks to be possible. A more direct question to BMC. If this is the current situation, how am I supposed to roll this out for wide-scale usage without the hundreds of thousands of dollars I would need to purchase additional floating licenses? Take my scenario as an example. I have an approval process. Users approve requests through the mid-tier. When an approval process is started, 40 to 50 signature lines are generated. Roughtly 80% of the approver base has a floating licenses (note that the approval interface is fully capable of operating with a read license). Now I have up to 50 people hitting my mid-tier server at roughly the same time (let's say within the same hour). None of them click the logout button after approving their request. Now I have 40-50 of my 220 floating licenses tied up for the next hour. I start to get a flood of ticket from my support desk, operations center, etc. that they are receiving some type of error constantly popping up on their screen stating: No free floating write license tokens available. What are my options here? - don't use the mid-tier? - buy another 50 floating licenses? - write my own web application that effectively manages floating licenses? - tell my users to live with the error, and notify them they can't user remedy until they stop getting the error, which should hopefully occur within the next hour some time? None of these are good options when all I need is a web interface into my Remedy server that is capable of operating under the same licensing requirements as the native client. Let's face it, users are going to click the X in the top right corner when they are done using the mid-tier. It's what people do when they are through using a web browser and it's something that has to be dealt with. Axton Grams On 4/26/07, Easter, David <[EMAIL PROTECTED]> wrote: > You may also wish to compare apples to apples. Your tests are closing > the browser window without logging out. This would be equivalent to > the statement you made about the WUT: > > > If TCP is lost when the user closes WUT, then the license for that > user also stays in limbo until times out. > > If one clicks on the "Logout" link within the web client, the license > should be released properly just as if you'd closed the WUT. If one > closes the browser without logging out, you've effectively created the > situation where no message is sent back to AR System (i.e. just like > if TCP is lost for the WUT). > > Because each browser window is self-sufficient (i.e. there's no parent > window that contains all of the sub-windows), there's currently no > simple way for AR System to know that the closing of a specific window > (i.e. by killing the browser or clicking on the 'x') indicates that > all windows should now be invalid. > > More simply put - Let's say you have browser windows 1, 2, and 3 open. > You 'x' out of window 2. Should Windows 1 and 3 become invalid? Most > folks would say 'no'.
Email engine outgoing problem
Hello Listers, I'm running a 5.1 server on a solaris machine and am having some trouble with the email notifications. My messages are being created properly and queued in the AR System Email Messages form with the 'Send Message' set to "Yes". My outgoing mailbox is enabled, with an email server type as SMTP polling at 1 minute, no SSL to our SMTP server (which wants no authentication). >From everything I can tell, it seems to not be polling for messages to send. It seems to have happened after a system reboot (AR System reboot) a few days ago (which according to AR Monitor was graceful). No configurations to the email setup changed (that I know of) during or since that reboot. Does anyone know where I can look to see what happened, or have any idea on what might have? Thanks in advance, -Mike PS: The incoming email engine is different. A version 3 armaild that is working fine on the same system. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Email engine outgoing problem
What are the errors that you can see in the error message form of the email engine? Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Michael Gates Sent: Thursday, April 26, 2007 7:00 PM To: arslist@ARSLIST.ORG Subject: Email engine outgoing problem Hello Listers, I'm running a 5.1 server on a solaris machine and am having some trouble with the email notifications. My messages are being created properly and queued in the AR System Email Messages form with the 'Send Message' set to "Yes". My outgoing mailbox is enabled, with an email server type as SMTP polling at 1 minute, no SSL to our SMTP server (which wants no authentication). >From everything I can tell, it seems to not be polling for messages to send. It seems to have happened after a system reboot (AR System reboot) a few days ago (which according to AR Monitor was graceful). No configurations to the email setup changed (that I know of) during or since that reboot. Does anyone know where I can look to see what happened, or have any idea on what might have? Thanks in advance, -Mike PS: The incoming email engine is different. A version 3 armaild that is working fine on the same system. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.463 / Virus Database: 269.6.1/777 - Release Date: 4/26/2007 3:23 PM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.463 / Virus Database: 269.6.1/777 - Release Date: 4/26/2007 3:23 PM ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Freeing licenses
Daniel: Please test this and let me know your results: - log into mid-tier - close the browser window - log back into mid-tier - trigger the PERFORM-ACTION-EXIT-APP however you want The license will remain allocated Now test this: - create a form that executes PERFORM-ACTION-EXIT-APP on window close - create a button on that form that triggers a window open to the current window The servlet will throw a NullPointerException and the browser will either hang or return a js error (depending on what browser you are using). That isn't a solution to anything. Axton Grams On 4/26/07, CONDREA, Daniel <[EMAIL PROTECTED]> wrote: Hi All, Just use PERFORM-ACTION-EXIT-APP It works OK for ARS 7 with mid-tier 7 Daniel -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Axton Sent: Thursday, April 26, 2007 11:37 PM To: arslist@ARSLIST.ORG Subject: Re: Freeing licenses Last message bounced because it was too long. I know one is stateful and the other is stateless, but once the browser's license is in limbo, there is no way to release it, not even logging back in and clicking logout will release the license. The precedence as to what is expected from floating licenses was set with the user tool over the last 14 years. Any web interface that is developed needs to exist, at a minimum, within the confines of this precedence. This can be measured by determining if you need to purchase additional licenses to effectively utilize an interface that is bundled with the arsever. Why not extend the current architecture and create a session object for each window that gets opened, then use the javascript unload listener to remove the session object when a window is closed (by clicking X). Each time a window is closed (js unload event), the javascript could check to see if the session object for that window is the last one, and if it is, creates an xmlhttprequest, sends the request to a servlet to end the session (e.g., release the licenses). A cookie could be used instead of a session object if desired. A simple example of the unload event can be viewed at: http://www.dcs.uwaterloo.ca/~anderson/JavaScript/ex_load_unload.html This javascript fires when I click the X in the browser window; why not use the same hook for the mid-tier? Why could the unload event not create an xmlHttpRequest, send the request to a servlet within the mid-tier to end the session (e.g., release the licenses). Unless I'm totally missing something, it looks like the hooks are there, but the code to utilize them is not. I'm not saying it's a simple thing to write, but it looks to be possible. A more direct question to BMC. If this is the current situation, how am I supposed to roll this out for wide-scale usage without the hundreds of thousands of dollars I would need to purchase additional floating licenses? Take my scenario as an example. I have an approval process. Users approve requests through the mid-tier. When an approval process is started, 40 to 50 signature lines are generated. Roughtly 80% of the approver base has a floating licenses (note that the approval interface is fully capable of operating with a read license). Now I have up to 50 people hitting my mid-tier server at roughly the same time (let's say within the same hour). None of them click the logout button after approving their request. Now I have 40-50 of my 220 floating licenses tied up for the next hour. I start to get a flood of ticket from my support desk, operations center, etc. that they are receiving some type of error constantly popping up on their screen stating: No free floating write license tokens available. What are my options here? - don't use the mid-tier? - buy another 50 floating licenses? - write my own web application that effectively manages floating licenses? - tell my users to live with the error, and notify them they can't user remedy until they stop getting the error, which should hopefully occur within the next hour some time? None of these are good options when all I need is a web interface into my Remedy server that is capable of operating under the same licensing requirements as the native client. Let's face it, users are going to click the X in the top right corner when they are done using the mid-tier. It's what people do when they are through using a web browser and it's something that has to be dealt with. Axton Grams On 4/26/07, Easter, David <[EMAIL PROTECTED]> wrote: > You may also wish to compare apples to apples. Your tests are closing > the browser window without logging out. This would be equivalent to > the statement you made about the WUT: > > > If TCP is lost when the user closes WUT, then the license for that > user also stays in limbo until times out. > > If one clicks on the "Logout" link within the web client, the license > should be released properly just as if you'd closed the WUT. If one > closes the browser without logging out
Re: Email engine outgoing problem
Hello Mike, Make sure that IIS Admin servive and SMTP service is up and running on the server. I would also recommend to keep polling interval at 10 minutes at least as we ran into some issues with less than 5 minute polling interval time. Also, even if message status says "YES", you can still have errors. Click on error tab to make sure there are no errors. Best Regards, Neel Gautam. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Michael Gates Sent: Thursday, April 26, 2007 6:00 PM To: arslist@ARSLIST.ORG Subject: Email engine outgoing problem Hello Listers, I'm running a 5.1 server on a solaris machine and am having some trouble with the email notifications. My messages are being created properly and queued in the AR System Email Messages form with the 'Send Message' set to "Yes". My outgoing mailbox is enabled, with an email server type as SMTP polling at 1 minute, no SSL to our SMTP server (which wants no authentication). >From everything I can tell, it seems to not be polling for messages to send. It seems to have happened after a system reboot (AR System reboot) a few days ago (which according to AR Monitor was graceful). No configurations to the email setup changed (that I know of) during or since that reboot. Does anyone know where I can look to see what happened, or have any idea on what might have? Thanks in advance, -Mike PS: The incoming email engine is different. A version 3 armaild that is working fine on the same system. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Sending notification via SMS
Hi, I tried using Run Process with the command PERFORM-ACTION-OPEN-URL "url". It works by opening the browser and executing it also. But it does so on the client. I would like to perform the same on the Remedy server which runs on Solaris and then close the browser. I tried using @@: and also @server_name: before the above Run Process command . But it does not work. Can I use any other action that would run on the server and execute the url? Do let me know. Rgds, Frank On 4/26/07, Jarl Grøneng <[EMAIL PROTECTED]> wrote: Agree.. I think there is approx 11 years ago we send the the first SMS from AR System server... (back then it was just a simple telnet interface...) -- Jarl On 4/25/07, Shellman, David <[EMAIL PROTECTED]> wrote: > Daniel, > > Some folks don't use it as much as others. Some service providers do > offer a web interface that can be utilized if one knows how to encode > the url to send the message. I also believe that I have seen perl > modules and java code to make the connection through various providers. > > There are a few of us that have been sending messages to service > providers in different parts of the world for several years. Just like > the AR System, there is more than one way to get there. It all depends > on the knowledge, service provider, available methods, and costs. > > Dave > > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of CONDREA, Daniel > Sent: Wednesday, April 25, 2007 10:06 AM > To: arslist@ARSLIST.ORG > Subject: Re: Sending notification via SMS > > Hi All, > > For "heavy gurus in ARS". You hnow NOTHING about GSM. > > Daniel > > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black > Sent: Wednesday, April 25, 2007 4:41 PM > To: arslist@ARSLIST.ORG > Subject: Re: Sending notification via SMS > > Frank, > > I would also suggest a command line option. > > Take a wack at wget or maybe even (if needed) a Perl script to talk to > the web site. That should get the job done on any OS were the ARS server > can run. > > If you wanted to get real fancy you could write an ARF plugin to do the > work. (Maybe even use the Java Scripting plugin to get the job done with > some Java code.) > > -- > 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 4/25/07, Remedy Developer <[EMAIL PROTECTED]> wrote: > > ** > > Thanks. However I do not want to open any browser, just want to run > the url. > > > > Rgds, > > Frank > > > > From: Action Request System discussion list(ARSList) [mailto: > > > [EMAIL PROTECTED] On Behalf Of Remedy Developer > > > Sent: 04-25-2007 01:42 PM > > > > > > To: arslist@ARSLIST.ORG > > > Subject: Re: Sending notification via SMS > > > > > > ** > > > > > > > > > Hi Daniel, > > > > > > > > >Thanks for quick response. The Remedy Server is on > Solaris. Will this still work since you've mentioned VBS working in Win > environment. > > > > > > Rgds, > > > > > > Frank > > > > > > > > > > From: Action Request System discussion list(ARSList) [mailto: > > > arslist@ARSLIST.ORG ] On Behalf Of Remedy Developer > > > Sent: Wednesday, April 25, 2007 12:11 PM > > > To: arslist@ARSLIST.ORG > > > Subject: Re: Sending notification via SMS > > > > > > ** > > > > > > Hi All, > > > > > > > > > I need help for notification via SMS (Short Messaging > Service) to mobile phone from HPD:Help Desk form. All I have is a url > link which when opened from a browser sends sms. > > > > > > > > > The Remedy ARS version is 6.3, HD 6.0, Email Engine 6.3 on Solaris > 5.9. I tried sending a sms using the url from the browser from Remedy > server. It went through. How do I send a sms notification from HPD:Help > Desk form to mobile phone. > > > > > > > > > One of my colleagues asked me to create a field and then set the URL > static values to that field and then concatenate the dynamic values like > mobile no. and text with the same. > > > > > > > > > Please help me. > > > > > > Rgds, > > > > > > > > > Frank > > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where > the Answers Are" > > -- > > *DISCLAIMER* > > The information contained in this communication is confidential and may > be legally privileged. It is intended solely for the use of the > individual or entity to whom it is addressed and others authorized to > receive it. If you are not the intended recipient you are hereby > notified that any disclosure, copying, distribution or taking action in > reliance of the contents of this information is strictly prohibited and > may be unlawful. Orange Romania S.A. is neither liable for the proper, > complete transmission of the information c
Re: Sending notification via SMS
Use this: http://www.cbi.pku.edu.cn/Doc/CS/wget/man.wget.html If you don't have it, get it from here: http://www.sunfreeware.com/programlistsparc9.html#wget If you don't have root access, compile it with a prefix that points to somewhere you own. http://ftp.gnu.org/pub/gnu/wget/wget-1.10.2.tar.gz Axton On 4/27/07, Remedy Developer <[EMAIL PROTECTED]> wrote: ** Hi, I tried using Run Process with the command PERFORM-ACTION-OPEN-URL "url". It works by opening the browser and executing it also. But it does so on the client. I would like to perform the same on the Remedy server which runs on Solaris and then close the browser. I tried using @@: and also @server_name: before the above Run Process command . But it does not work. Can I use any other action that would run on the server and execute the url? Do let me know. Rgds, Frank On 4/26/07, Jarl Grøneng <[EMAIL PROTECTED]> wrote: > > Agree.. > > I think there is approx 11 years ago we send the the first SMS from AR > System server... > (back then it was just a simple telnet interface...) > > -- > Jarl > > > On 4/25/07, Shellman, David <[EMAIL PROTECTED]> wrote: > > Daniel, > > > > Some folks don't use it as much as others. Some service providers do > > offer a web interface that can be utilized if one knows how to encode > > the url to send the message. I also believe that I have seen perl > > modules and java code to make the connection through various providers. > > > > There are a few of us that have been sending messages to service > > providers in different parts of the world for several years. Just like > > the AR System, there is more than one way to get there. It all depends > > on the knowledge, service provider, available methods, and costs. > > > > Dave > > > > -Original Message- > > From: Action Request System discussion list(ARSList) > > [mailto:[EMAIL PROTECTED] On Behalf Of CONDREA, Daniel > > Sent: Wednesday, April 25, 2007 10:06 AM > > To: arslist@ARSLIST.ORG > > Subject: Re: Sending notification via SMS > > > > Hi All, > > > > For "heavy gurus in ARS". You hnow NOTHING about GSM. > > > > Daniel > > > > -Original Message- > > From: Action Request System discussion list(ARSList) > > [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black > > Sent: Wednesday, April 25, 2007 4:41 PM > > To: arslist@ARSLIST.ORG > > Subject: Re: Sending notification via SMS > > > > Frank, > > > > I would also suggest a command line option. > > > > Take a wack at wget or maybe even (if needed) a Perl script to talk to > > the web site. That should get the job done on any OS were the ARS server > > can run. > > > > If you wanted to get real fancy you could write an ARF plugin to do the > > work. (Maybe even use the Java Scripting plugin to get the job done with > > some Java code.) > > > > -- > > 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 4/25/07, Remedy Developer <[EMAIL PROTECTED] > wrote: > > > ** > > > Thanks. However I do not want to open any browser, just want to run > > the url. > > > > > > Rgds, > > > Frank > > > > > > From: Action Request System discussion list(ARSList) [mailto: > > > > [EMAIL PROTECTED] On Behalf Of Remedy Developer > > > > Sent: 04-25-2007 01:42 PM > > > > > > > > To: arslist@ARSLIST.ORG > > > > Subject: Re: Sending notification via SMS > > > > > > > > ** > > > > > > > > > > > > Hi Daniel, > > > > > > > > > > > >Thanks for quick response. The Remedy Server is on > > Solaris. Will this still work since you've mentioned VBS working in Win > > environment. > > > > > > > > Rgds, > > > > > > > > Frank > > > > > > > > > > > > > > From: Action Request System discussion list(A__20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Possible to jump into Remedy User Application from outside ?
Where I can find out more about this OLE interface? Also the SSO web interface is interesting... The way by the ARTask.exe is very easy, but it needs a file (I found only this parameter) and to create a file is in some environments not allowed. > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black > Sent: Donnerstag, 26. April 2007 16:06 > To: arslist@ARSLIST.ORG > Subject: Re: Possible to jump into Remedy User Application > from outside ? > > Rudi, > > There is even an OLE interface that would let you do fun > things like open a form. Set some field values and if you get > tricky enough with "SendKeys" you can then execute the search > for the user. (But the CI stuff might just require you push a > button which can be done with OLE if memory serves.) Or you > can build an Active Link Guide that could be called. > > You have options. > > -- > 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 4/26/07, Rudi <[EMAIL PROTECTED]> wrote: > > I use a list generator with a possibibilty to make program changes > > very easy. So it is possible to jump into an other program over > > command line call or OLM using list entries as parameter. > We use this > > for example to jump from a report direct to the ERP system > (articel, > > orders and so on) or a label program and so on. > > It is possible to jump into Remedy User Application (v. > 7.0.00) from > > outside ? For example I need to jump direct to an computer > CI and the > > CI Number is the parameter. > > > > Mit freundlichem Gruss / Kind regards > > > > Rudolf Boettcher > > > > > __ > > _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > > ARSlist:"Where the Answers Are" > > > > __ > _ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > ARSlist:"Where the Answers Are" > > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
notifier for x platforms
dear listers, simple question: is there a product out there (to buy or not) to somehow do the work of the Windows notifier ? As a straight though maybe something opening a socket with the ar server. Listening for new tickets or updates. And then sending a message to the client (on linux or unix). And at the end an alert window (tkl, java or python) to let the user know. Is that only possible ? Thank you. Serouche ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
