Re: Diary Field, Convert Seconds to Date

[Axton]

Not sure what exactly you are looking for, how you are getting that
data, but if you can use java this may help:

http://arswiki.org/projects/klink/browser/trunk/WEB-INF/src/java/com/kd/klink/ars/util/ArsUtil.java#L106

If you are reporting against a data warehouse, you may consider
parsing the diary fields and storing them in a separate table, with 3
columns - user, datetime, and data.  This will make the reporting
easier.  It wouldn't be advisable to do this in the application db
though.

The integer date you see if posix time:
http://en.wikipedia.org/wiki/UNIX_time

This article will give you the info you need to convert the data with
whatever means you have available.

Axton Grams

On 4/30/07, Julio Cesar Villarreal Gonzalez
<[EMAIL PROTECTED]> wrote:

Happy Monday listers, my question are the next:

I have a Diary field, but the information is showed in Reporting
Services, in seconds, like a string, my question is:

How can I show this information in Date Format, like appear in
remedy user tool?

I need display this information in the web for my enterprise.

Example:

1177342799.RAUL SANCHEZ.INSTALAR BASE DE DATOS.1177344243.Demo.1
HORAS xx.1177344591.RAUL SANCHEZ.1 HORAS xxx.1177344665.RAUL SANCHEZ.1
HORAS .1177348153.RAUL SANCHEZ.1 HORAS a.1177350824.RAUL SANCHEZ.1
HORAS B.1177350883.RAUL SANCHEZ.1 HORAS C.1177350955.RAUL SANCHEZ.2
HORAS D.1177352557.RAUL SANCHEZ.2 HORAS E.1177352655.RAUL SANCHEZ.3
HORAS F.1177364526.RAUL SANCHEZ.1 HORAS g.1177364574.RAUL SANCHEZ.1
HORAS h.1177364976.RAUL SANCHEZ.1 HORAS i.1177365034.RAUL SANCHEZ.1
HORAS j.1177365334.RAUL SANCHEZ.1 HORAS k.1177365378.RAUL SANCHEZ.3
HORAS l.1177365445.RAUL SANCHEZ.1 HORAS m.1177365460.RAUL SANCHEZ.1
HORAS n.1177365514.RAUL SANCHEZ.1 HORAS o.1177365535.RAUL SANCHEZ.1
HORAS


Thanks,

Julio Cesar

Remedy 6.3, Solaris, Oracle 10i.


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Re: Need Help Getting a WSDL Consumed with .NET C#

[Sam Rx]

I have written some VB.net code to consume GetList operation..
Let me know if that can be of any use.

-Sam

On 5/1/07, Candace DeCou <[EMAIL PROTECTED]> wrote:


Thanks Archana - I'll look into that and appreciate your sharing it.
:)
Candace

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Vyom Labs - ITSM Support
Sent: Tuesday, May 01, 2007 4:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: Need Help Getting a WSDL Consumed with .NET C#

Program code for webservices consumed using C#.NET for Remedy web
services is available at:

http://www.codeproject.com/cs/webservices/webservicecallback.asp


Regards,

Archana Singh
--
www.vyomlabs.com
Consulting | Oursourcing | Training || ITIL | IT Governance |BMC Remedy

Candace DeCou wrote:
> **
>
> ARS 6.3 Patch 20
>
> Mid-Tier 6.3 Patch 20
>
> MS SQL 2000
>
>
>
> I have built a web service for opGetList operations.  The WSDL is
> working correctly and we can see the resulting values in mid-tier
> logs.  However, in trying to consume my web service using .NET C#
> Visual Studio, we are getting NULL results and the following error in
> the .NET side of things:
>
>
>
> Unhandled Exception: System.NullReferenceException: Object reference
> not set to an instance of an object.
>
>at RemedyTest.Program.Main(String[] args) in
> C:\c.projects\rem\RemedyTest\Rem edyTest\Program.cs:line 29 Press any
> key to continue
>
>
>
> Does anyone out there have a sample of .NET C# code that does work
> with a Remedy web service, or any other hints on what we might look
for.
>
>
>
> Thanks in advance for any help.
>
>
>
> /*/Candace DeCou/*/**
>
> Applications Support Analyst
> Silicon Valley Bank
> Office: 408-654-6358
> Email: [EMAIL PROTECTED] 
>
>
>
> __20060125___This posting was submitted with HTML
> in it___


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Re: SQL Update to a table with a special character +HPD_Helpdesk

[Curtis Gallant]

> All,
> 
> I am running 6.3 on an Oracle Server. I want to run an update and have a 
> form with a + in front of it.  Does anyone know how I run an update to a 
> table with a special character in front of it? I have tried using 
> _Form_Name and +Form_Name, but these do not work.
> 

You can use its T tables as a quick workaround

Incase you have never had to do that, to find out which table it is:

SELECT NAME,SCHEMAID FROM ARSCHEMA WHERE NAME = 'XXX:XXX' 
-- REPLACE XXX:XX with the actual fuzzy name of the form

Add a T to the front of the int value returned as schemaid and you have
your base T table.

Hope this helps,

Cheers,
-- 
Curtis Gallant
[EMAIL PROTECTED]

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Re: Forcing escalations to run in sequence and not starting until previous is completed

[Susan Palmer]

You could create a field that the escalation sets and then if you want you
could also use that in combination with last modified by of AR_ESCALATOR.
The filter is going to run as soon as the record is modified by the
escalation.  You could also have the filter null that field also so it's
always null until the escalation sets it.

Susan


On 4/30/07, Alfonso Eric B Contr 95 CG/SCCSS <
[EMAIL PROTECTED]> wrote:


** Thanks.  I thought about that.  I need to determine what to use as the
value to trigger each filter.

 Eric Alfonso, Contractor, 95 CG/SCCSS
DSN 525-9192
COMM 661-275-9192
Remedy Support Team
[EMAIL PROTECTED] <[EMAIL PROTECTED]>


 --
*From:* Action Request System discussion list(ARSList) [mailto:
[EMAIL PROTECTED] *On Behalf Of *Kaiser Norm E CIV USAF 96 CS/SCCE
*Sent:* Monday, April 30, 2007 12:59 PM
*To:* arslist@ARSLIST.ORG
*Subject:* Re: Forcing escalations to run in sequence and not starting
until previous is completed

**

Replace the "subordinate" escalations with filters.



For example, I assume you have something like this now:



Escalation 1 fires at 12:00

Escalation 2 fires at 12:15 but is dependent on 1's success



What I suggest is replace Escalation 2 with a filter.  Set that filter to
run on modify and have it look for the expected value set by Escalation 1.



HTH,

Norm


 --

*From:* Action Request System discussion list(ARSList) [mailto:
[EMAIL PROTECTED] *On Behalf Of *Alfonso Eric B Contr 95 CG/SCCSS
*Sent:* Monday, April 30, 2007 12:41 PM
*To:* arslist@ARSLIST.ORG
*Subject:* Forcing escalations to run in sequence and not starting until
previous is completed



Hi everyone,



I am new to Remedy development and recently completed a full active
directory integration with Remedy v.7.  It takes several escalations
running in sequence each night to keep the various location and people
related forms updated.  I have the escalations running at pre-determined
times in sequence.  Is there any way to set one escalation to trigger the
start of the next which will trigger the start of the next, etc, without
using the time as the trigger?  There are times when the previous escalation
fails and I would like it to prevent the next one from firing when this
occurs.



Thank you,



Eric Alfonso, Contractor, 95 CG/SCCSS
DSN 525-9192
COMM 661-275-9192
Remedy Support Team
[EMAIL PROTECTED]
__20060125___This posting was submitted with HTML in
it___ __20060125___This posting was submitted with HTML
in it___
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Re: Forcing escalations to run in sequence and not starting until previous is completed

[Alfonso Eric B Contr 95 CG/SCCSS]

Thanks.  I thought about that.  I need to determine what to use as the
value to trigger each filter.  
 
Eric Alfonso, Contractor, 95 CG/SCCSS 
DSN 525-9192 
COMM 661-275-9192 
Remedy Support Team 
[EMAIL PROTECTED] 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: Monday, April 30, 2007 12:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: Forcing escalations to run in sequence and not starting
until previous is completed


** 

Replace the "subordinate" escalations with filters.

 

For example, I assume you have something like this now:

 

Escalation 1 fires at 12:00

Escalation 2 fires at 12:15 but is dependent on 1's success

 

What I suggest is replace Escalation 2 with a filter.  Set that filter
to run on modify and have it look for the expected value set by
Escalation 1.

 

HTH,

Norm

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Alfonso Eric B Contr 95
CG/SCCSS
Sent: Monday, April 30, 2007 12:41 PM
To: arslist@ARSLIST.ORG
Subject: Forcing escalations to run in sequence and not starting until
previous is completed

 

Hi everyone,

 

I am new to Remedy development and recently completed a full active
directory integration with Remedy v.7.  It takes several escalations
running in sequence each night to keep the various location and people
related forms updated.  I have the escalations running at pre-determined
times in sequence.  Is there any way to set one escalation to trigger
the start of the next which will trigger the start of the next, etc,
without using the time as the trigger?  There are times when the
previous escalation fails and I would like it to prevent the next one
from firing when this occurs.  

 

Thank you,

 

Eric Alfonso, Contractor, 95 CG/SCCSS 
DSN 525-9192 
COMM 661-275-9192 
Remedy Support Team 
[EMAIL PROTECTED] 


__20060125___This posting was submitted with HTML in
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HTML in it___

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Diary Field, Convert Seconds to Date

[Julio Cesar Villarreal Gonzalez]

Happy Monday listers, my question are the next:

I have a Diary field, but the information is showed in Reporting
Services, in seconds, like a string, my question is:

How can I show this information in Date Format, like appear in
remedy user tool?

I need display this information in the web for my enterprise.

Example:

1177342799.RAUL SANCHEZ.INSTALAR BASE DE DATOS.1177344243.Demo.1
HORAS xx.1177344591.RAUL SANCHEZ.1 HORAS xxx.1177344665.RAUL SANCHEZ.1
HORAS .1177348153.RAUL SANCHEZ.1 HORAS a.1177350824.RAUL SANCHEZ.1
HORAS B.1177350883.RAUL SANCHEZ.1 HORAS C.1177350955.RAUL SANCHEZ.2
HORAS D.1177352557.RAUL SANCHEZ.2 HORAS E.1177352655.RAUL SANCHEZ.3
HORAS F.1177364526.RAUL SANCHEZ.1 HORAS g.1177364574.RAUL SANCHEZ.1
HORAS h.1177364976.RAUL SANCHEZ.1 HORAS i.1177365034.RAUL SANCHEZ.1
HORAS j.1177365334.RAUL SANCHEZ.1 HORAS k.1177365378.RAUL SANCHEZ.3
HORAS l.1177365445.RAUL SANCHEZ.1 HORAS m.1177365460.RAUL SANCHEZ.1
HORAS n.1177365514.RAUL SANCHEZ.1 HORAS o.1177365535.RAUL SANCHEZ.1
HORAS


Thanks, 

Julio Cesar

Remedy 6.3, Solaris, Oracle 10i.


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Re: AR Import

[Rick Cook]

Did it filter out any of the rest of the data?  I wonder if it interpreted
odd-numbered "\" as qualifiers to allow subsequent characters to be
displayed or interpreted as commands.

Rick

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
Sent: Monday, April 30, 2007 2:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: AR Import

It's even weirder than I first thought. After closer examination I have
found that it only does this to approximately 30% of the records. I can not
find any pattern to it and it appears to be totally random at this time. 

I am exporting data from Remedy to .csv, making some modifications then
importing back into Remedy via the import tool. After the import the "\"'s
are missing from the paths on about 30% of the records. 

I have tried creating another temp char field and importing it, but I got
the same results.

>Andy L. Mayfield
>System Operation Specialist
>Alabama Power Company
Office: 8-226-1805


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Vyom Labs - ITSM Support
Sent: Thursday, April 26, 2007 12:23 PM
To: arslist@ARSLIST.ORG
Subject: 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
>
>

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SQL Update to a table with a special character +HPD_Helpdesk

[Jack Samson]

All,

I am running 6.3 on an Oracle Server. I want to run an update and have a 
form with a + in front of it.  Does anyone know how I run an update to a 
table with a special character in front of it? I have tried using _Form_Name 
and +Form_Name, but these do not work.



Thanks,

Jackson
Remedy Administrator

_
Mortgage refinance is Hot. *Terms. Get a 5.375%* fix rate. Check savings 
https://www2.nextag.com/goto.jsp?product=10035&url=%2fst.jsp&tm=y&search=mortgage_text_links_88_h2bbb&disc=y&vers=925&s=4056&p=5117


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Re: timestamp question (set date and time)

[Grooms, Frederick W]

You can always set a Character field to $DATE$ + " 5:00:00 PM"
 
and then move that to your Date/Time field
 
Fred



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Eric Cleereman (IT)
Sent: Monday, April 30, 2007 12:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: timestamp question (set date and time)


** 
This should logic should work, unless the date happens to fall on the
first day of Daylight Saving Time or of Standard Time, at which point
the time set would end up being 6:00 PM or 4:00 PM.
 
Aside from a lookup table, does anyone have any ideas how to prevent
this logic from running into problems on those dates?
 
Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Wacholz, Jeanette (Jenni)
Sent: Monday, April 30, 2007 1:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: timestamp question (set date and time)


** 
$DATE$  + (60*(60*17)) should always give you 5pm of the current
date as long as the escalation runs between midnight and 5pm.

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

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Dan Caissie
Sent: Monday, April 30, 2007 6:47 AM
To: arslist@ARSLIST.ORG
Subject: timestamp question (set date and time)


** 

Good Monday morning everyone :-) 

I have an escalation that runs at 1AM and what I want it to do
is set a field to 5 PM for the current day.

4/DATE/2007 5:00:00 PM right now I was doing $TIMESTAMP$ + (60 *
(60 * 16)) but if the escalation is delayed at all it will push the
timestamp past 5 PM.

So is there better way of doing this I bet there is any help
would be great.

6.3

Windows

SQL

 

Dan Caissie

 

 
 


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Re: AR Import

[Mayfield, Andy L.]

I tried this approach with adding another \ to the path. So the .csv
file value looks like this: c:\\abc\\def\\ghi and that does appear to
correct the problem on the records in question. Now my question/problem
is why it is only picking on certain records. It only removes the "\"'s
from 30% of the records. If it is interpreting the \ as something else,
why wouldn't get all the records? This is the weirdest thing I have seen
in a while.

>Andy L. Mayfield
>System Operation Specialist
>Alabama Power Company
Office: 8-226-1805


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Wednesday, April 25, 2007 10:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: AR Import

Shouldn't it be a F:\abc\def\ghij\ ??? Its a backslash that is used in
DOS
paths.. If \ is what you mean then for some reason it must be getting
treated as a escape character??.. Try putting your path with \\ instead
of
just one \.

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Mayfield, Andy L.
Sent: Wednesday, April 25, 2007 6:38 PM
To: arslist@ARSLIST.ORG
Subject: AR Import


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
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
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Re: Need Help Getting a WSDL Consumed with .NET C#

[Candace DeCou]

Thanks Archana - I'll look into that and appreciate your sharing it.
:)
Candace

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Vyom Labs - ITSM Support
Sent: Tuesday, May 01, 2007 4:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: Need Help Getting a WSDL Consumed with .NET C#

Program code for webservices consumed using C#.NET for Remedy web 
services is available at:

http://www.codeproject.com/cs/webservices/webservicecallback.asp


Regards,

Archana Singh
-- 
www.vyomlabs.com
Consulting | Oursourcing | Training || ITIL | IT Governance |BMC Remedy

Candace DeCou wrote:
> **
>
> ARS 6.3 Patch 20
>
> Mid-Tier 6.3 Patch 20
>
> MS SQL 2000
>
>  
>
> I have built a web service for opGetList operations.  The WSDL is 
> working correctly and we can see the resulting values in mid-tier 
> logs.  However, in trying to consume my web service using .NET C# 
> Visual Studio, we are getting NULL results and the following error in 
> the .NET side of things:
>
>  
>
> Unhandled Exception: System.NullReferenceException: Object reference 
> not set to an instance of an object.
>
>at RemedyTest.Program.Main(String[] args) in 
> C:\c.projects\rem\RemedyTest\Rem edyTest\Program.cs:line 29 Press any 
> key to continue
>
>  
>
> Does anyone out there have a sample of .NET C# code that does work 
> with a Remedy web service, or any other hints on what we might look
for.
>
>  
>
> Thanks in advance for any help.
>
>  
>
> /*/Candace DeCou/*/**
>
> Applications Support Analyst
> Silicon Valley Bank
> Office: 408-654-6358
> Email: [EMAIL PROTECTED] 
>
>  
>
> __20060125___This posting was submitted with HTML 
> in it___ 


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Re: Opening a Mid-Tier form with URL and passing parameters

[Wheeler, Dylan]

You need to use the field ID and not the display name
 
https://remedyweb/arsys/servlet/ViewFormServlet?form=Remedy+Form&server=
remedyweb&mode=Submit&F=Hello%20World
 
Just replace the  with the "URL" field ID and it should
work.
 
Dylan

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr
OC-ALC/ITMA
Sent: Monday, April 30, 2007 11:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: Opening a Mid-Tier form with URL and passing
parameters


** 

Chris, thanks for the help, however I'm still having difficulty
getting this to work.


Could you please help fill in the blanks for me?

 

I have the following link:

 


https://remedyweb/arsys/forms/remedyserver/Remedy+Form/Default+Admin+Vie
w/?mode=Submit&URL=helloworld&cacheid=6e69ace0

 

In the above, URL is the name of the field and helloworld is the
value I'm trying to place in it.

 

This is still not working. Could you please enlighten me on
where I'm messing up?

 

I used the viewform servlet, however remedy keeps changing my
address from the viewform servlet to above.

Thanks!

 

 





From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Chris Moore
Sent: Monday, April 30, 2007 12:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: Opening a Mid-Tier form with URL and passing
parameters

 

** I had this problem last week!  You insert into the URL
&=.




On 4/30/07, Opela, Gary L Contr OC-ALC/ITMA <
[EMAIL PROTECTED]  >
wrote:

** 

Listers, 

 

(Does anyone know how to/Is it possible to) open a remedy form
via a URL and pass a value to set a field. 


I was thinking something like the following:

 

https:///arsys/servlet/ViewFormServlet?form=Remedy+Form&server=RemedyServ
er&mode=Submit&username=&pwd=&Category=Hardware 

 

Thanks!

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Re: AR Import

[Mayfield, Andy L.]

It's even weirder than I first thought. After closer examination I have
found that it only does this to approximately 30% of the records. I can
not find any pattern to it and it appears to be totally random at this
time. 

I am exporting data from Remedy to .csv, making some modifications then
importing back into Remedy via the import tool. After the import the
"\"'s are missing from the paths on about 30% of the records. 

I have tried creating another temp char field and importing it, but I
got the same results.

>Andy L. Mayfield
>System Operation Specialist
>Alabama Power Company
Office: 8-226-1805


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Vyom Labs - ITSM Support
Sent: Thursday, April 26, 2007 12:23 PM
To: arslist@ARSLIST.ORG
Subject: 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
>
>

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Mid-tier (for console use) Display

[patrick zandi]

ENV: MS Windows IIS 6 / 2003 server / Serverletexec 5.0.13 / SSL

I have to worked on this yet, however would like any tip's prior to
starting.
Is there a way to make your Flashboards and Mid-tier Dynamic and stay up and
opened ?
Idea is you have the mid-tier manager panel with sla ticket's showing and it
updates every 30 seconds and does not log you out of remedy.
Same idea for flashboards.

anyone playing in this area ?


--
Patrick Zandi

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Re: Creating Folder on Network

[Steven Pataray]

Not sure if this was what you were looking for, but it's an option. I had
used the attached vbs script (rename it with a .vbs extention) before with a
button using a ACTIVE LINK RUN PROCESS in Remedy to auto-create a folder. I
passed the $caseid$ to create the subfolder name then it opened the folder
for the user. Obviously the $USER$ would need to have access to create the
folder.

Thanks
Steve


On 4/30/07, Mayfield, Andy L. <[EMAIL PROTECTED]> wrote:


   Is there a way to have ARS create a folder on a network drive
through workflow? I've been searching through the documentation, but
haven't found what I am looking for.

   Thanks,

   Andy L. Mayfield
   System Operation Specialist
   Alabama Power Company
   Office: 8-226-1805


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If WScript.Arguments.Count = 0 Then 
Wscript.Echo "Usage: CScript.exe createdir.vbs CASEID" 
WScript.Quit 
End If 

' replace the below server path to your own or remove it all and just keep use 
the Arguments input.
CreateFolder("\\server\folder1\folder2\" & Wscript.Arguments(0))

Function CreateFolder(folderName)

On Error Resume Next

Dim aFolders: aFolders = Split(folderName,"\")
Dim i
Dim currentFolder
Dim oFSO: Set oFSO = WScript.CreateObject("Scripting.FileSystemObject")

For i = LBound(aFolders) to UBound(aFolders)
currentFolder = currentFolder & aFolders(i) & "\"
If NOT oFSO.FolderExists(currentFolder) Then
oFSO.CreateFolder(currentFolder)
End If
Next  'i

If oFSO.FolderExists(folderName) Then
CreateFolder = True
Else
CreateFolder = False
End If

Set s=CreateObject("WScript.Shell")
s.Run(currentFolder)

End Function

Re: Forcing escalations to run in sequence and not starting until previous is completed

[Kaiser Norm E CIV USAF 96 CS/SCCE]

Replace the "subordinate" escalations with filters.

 

For example, I assume you have something like this now:

 

Escalation 1 fires at 12:00

Escalation 2 fires at 12:15 but is dependent on 1's success

 

What I suggest is replace Escalation 2 with a filter.  Set that filter
to run on modify and have it look for the expected value set by
Escalation 1.

 

HTH,

Norm

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Alfonso Eric B Contr 95
CG/SCCSS
Sent: Monday, April 30, 2007 12:41 PM
To: arslist@ARSLIST.ORG
Subject: Forcing escalations to run in sequence and not starting until
previous is completed

 

Hi everyone,

 

I am new to Remedy development and recently completed a full active
directory integration with Remedy v.7.  It takes several escalations
running in sequence each night to keep the various location and people
related forms updated.  I have the escalations running at pre-determined
times in sequence.  Is there any way to set one escalation to trigger
the start of the next which will trigger the start of the next, etc,
without using the time as the trigger?  There are times when the
previous escalation fails and I would like it to prevent the next one
from firing when this occurs.  

 

Thank you,

 

Eric Alfonso, Contractor, 95 CG/SCCSS 
DSN 525-9192 
COMM 661-275-9192 
Remedy Support Team 
[EMAIL PROTECTED] 


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Re: Field size limit of Group List field in the User form...

[SUBSCRIBE arslist Neel]

We are using v 7.0.01 and after talking to remedy people they suggested
to manually increase the length of the field to 4000 and we did that and
the system is live in production without any problems for over a month
now.

Regards,

Neel Gautam. 
 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Monday, April 30, 2007 7:38 AM
To: arslist@ARSLIST.ORG
Subject: Re: Field size limit of Group List field in the User form...

Joe,

According to Form-App-Objects-700.pdf "Reserved fields in access
control" page 379 the field is defined as this:
"
Data Type: Character
Maximum Length: 4000
"

So maybe the "upgrade" process failed to extend the size of this field
for you? I know it used to be 255 in v4(?) and they added the ability
for it to be manually extended to be 4000 in v5(? or was it v6?).

HTH.

Or did you manually import the User form from another server manually
to recover some customizations that you might have made to that form?

-- 
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 4/27/07, Joe D'Souza <[EMAIL PROTECTED]> wrote:
> Its 104 and not 112.. 112 is the Assignee group field and can be
changed if
> you want to.. 104 on the other hand is a user form field that has a
related
> field in the user_cache table..
>
> Joe



> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
> Sent: Friday, April 27, 2007 7:54 AM
> To: arslist@ARSLIST.ORG
> Subject: Field size limit of Group List field in the User form...
>
> Has anyone had issues with it? For a test user I wanted to give all
the
> possible permissions there are to give in on ITSM V7 apps and
somewhere
> halfway down the process I got the error:
>
> ARERR [306] Value does not fall within the limits specified for the
field :
> (Maximum length - 255) : User : Group List
>
> If you were faced with this, did you face any problems increasing the
size
> of this field? Ordinarily I would do it and propagate the size change
to
> other related fields on other forms, but since its a field in the
restricted
> range and that too on the user form I'm a little apprehensive before
doing
> it..
>
> Cheers
>
> Joe


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Re: How do I clear a 'stuck' search database

[Eric Cleereman (IT)]

Hi Marco,
 
I just had a need to use this, and it worked exactly as described.  Thank you.
 
Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Rasile, Marco
Sent: Wednesday, January 11, 2006 3:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: How do I clear a 'stuck' search database


** 
Hi Jenni,
 
I believe you open the 'object_search_admin' form in the User Tool and search 
for the record.  Then modify the Run/Not Run Unique field back to 0 and save 
the record.  HTH.
 




Regards,
Marco Rasile
Technology Integration
Mackenzie Financial Corporation
(416) 922-5322 x5254
[EMAIL PROTECTED]

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Wacholz, Jeanette
Sent: Wednesday, January 11, 2006 2:10 PM
To: arslist@ARSLIST.ORG
Subject: How do I clear a 'stuck' search database


** 

Hi Listers, 

I know there is a simple way to clear the Sync Search Database process when it 
is stuck in a "running" state for days. Can someone please refresh my memory on 
how to do that?

Thanks, 
Jenni Wacholz 
First Health/Coventry 
Remedy Administrator 
480-445-2517 

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Licensing server groups in an ITSMv7 environment

[Tony Worthington]

Happy Monday listers ...

For those of you currently (or planning on) using ITSM7 applications in 
server group environments, I have a question:

Did BMC require you to purchase application licenses (i.e. BMC:Problem 
Mgmt Application, BMC:Service Level Mgmt Application) for every server in 
your server group, or were you able to purchase the application once, and 
then buy additional AR Server licenses -- and have keys issued for the 
group based on the additional AR server licenses.

Please feel free to respond off-list, as this is one of those questions 
that will probably have varied and mysterious (secret?) answers.  I have 
heard a few different things from a few different people (i.e. Sales vs. 
Support vs. Partners vs. Customers)

Thanks,
Tony


-- 
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[EMAIL PROTECTED]
262-703-5911

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Re: Opening a Mid-Tier form with URL and passing parameters

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

Chris, thanks for the help, however I'm still having difficulty getting
this to work.


Could you please help fill in the blanks for me?

 

I have the following link:

 

https://remedyweb/arsys/forms/remedyserver/Remedy+Form/Default+Admin+Vie
w/?mode=Submit&URL=helloworld&cacheid=6e69ace0

 

In the above, URL is the name of the field and helloworld is the value
I'm trying to place in it.

 

This is still not working. Could you please enlighten me on where I'm
messing up?

 

I used the viewform servlet, however remedy keeps changing my address
from the viewform servlet to above.

Thanks!

 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Chris Moore
Sent: Monday, April 30, 2007 12:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: Opening a Mid-Tier form with URL and passing parameters

 

** I had this problem last week!  You insert into the URL
&=.




On 4/30/07, Opela, Gary L Contr OC-ALC/ITMA <
[EMAIL PROTECTED]  >
wrote:

** 

Listers, 

 

(Does anyone know how to/Is it possible to) open a remedy form via a URL
and pass a value to set a field. 


I was thinking something like the following:

 

https:///arsys/servlet/ViewFormServlet?form=Remedy+Form&server=RemedyServ
er&mode=Submit&username=&pwd=&Category=Hardware 

 

Thanks!

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Re: Creating Folder on Network

[Mayfield, Andy L.]

What I ultimately need is for a folder to be created on a network drive
when a button is pressed. The folder name will be contained in a char
field. I may look at having reports created in the folder at a later
time, but right now I am just looking at getting the folder created.

>Andy L. Mayfield
>System Operation Specialist
>Alabama Power Company
Office: 8-226-1805


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Monday, April 30, 2007 12:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: Creating Folder on Network

You could have a Filter Notify action create a log file, though you
could
only choose one file name per Filter action.  Would that give you what
you
want?

Rick

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
Sent: Monday, April 30, 2007 7:13 AM
To: arslist@ARSLIST.ORG
Subject: Creating Folder on Network

Is there a way to have ARS create a folder on a network drive
through workflow? I've been searching through the documentation, but
haven't
found what I am looking for.

Thanks,

Andy L. Mayfield
System Operation Specialist
Alabama Power Company
Office: 8-226-1805



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Re: timestamp question (set date and time)

[Eric Cleereman (IT)]

This should logic should work, unless the date happens to fall on the first day 
of Daylight Saving Time or of Standard Time, at which point the time set would 
end up being 6:00 PM or 4:00 PM.
 
Aside from a lookup table, does anyone have any ideas how to prevent this logic 
from running into problems on those dates?
 
Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Wacholz, Jeanette (Jenni)
Sent: Monday, April 30, 2007 1:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: timestamp question (set date and time)


** 
$DATE$  + (60*(60*17)) should always give you 5pm of the current date as long 
as the escalation runs between midnight and 5pm.

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

 

  _  

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Dan Caissie
Sent: Monday, April 30, 2007 6:47 AM
To: arslist@ARSLIST.ORG
Subject: timestamp question (set date and time)


** 

Good Monday morning everyone :-) 

I have an escalation that runs at 1AM and what I want it to do is set a field 
to 5 PM for the current day.

4/DATE/2007 5:00:00 PM right now I was doing $TIMESTAMP$ + (60 * (60 * 16)) but 
if the escalation is delayed at all it will push the timestamp past 5 PM.

So is there better way of doing this I bet there is any help would be great.

6.3

Windows

SQL

 

Dan Caissie

 

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Re: OTB ITSM 7.0 Surveys...

[Thad K Esser]

Joe,

I think it would work, but I haven't fully investigated that aspect of 7 
yet.  Generally speaking, these are the facts that I think should combine 
to make it work.

1.  Guest Users get a read license.
2.  The value in $USER$ is whatever the user typed into the login field on 
the login screen.
3.  Regardless of license type, users can view any record to which they 
have permissions.

Submitter mode locked:
4.  Allows users without a write license to submit requests.
5.  Allows users with only a read license to modify requests if the value 
of $USER$ matches what is in the submitter field.
6.  Prevents the value in the submitter field from being changed once it 
has been set.  (this mode should really be called "Submitter field 
locked", but maybe that's just me.)
7.  Allows you to put any value in the submitter field on Submit.  This 
does NOT have to be $USER$.  (I only recently came to this understanding, 
and I have tested it)

So, guest01 submits the service request.  When the request is closed, a 
survey record is created and workflow on submit sets the Submitter field 
to something unique to the  individual (full name maybe?  employee id?). 
When the survey gets sent out, include the login name (whatever is in the 
submitter field) they should use to respond to the survey.  From your 
example, you already have them thinking they can respond to a survey with 
a different login than the one they used to submit the request, so this 
shouldn't be any great leap for them.

I don't know how Single/Multi tenancy would play into any of this.  There 
are some aspects of your example I don't fully understand (like allowing 
guest02 to respond to a survey for guest01) so maybe none of this makes 
sense, but I hope it helps somehow.

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



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

04/27/2007 03:42 PM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: OTB ITSM 7.0 Surveys...






** 
Thad,
 
Yes Remedy support pointed me out to that, but that might still not work 
for a situation where you would like guest users to fill in the survey.. 
Or would it?
 
For e.g. if I log in as guest01 to create a request and after the request 
was resolved the incident survey is sent to me, but then I log in as 
guest02 to respond to it. Would the single/multi tenancy switch help by 
changing the submitter mode to locked?
 
I don't think it would. A submit based survey usually isn't dependent on 
the login of the user but rather the instanceId of the survey being sent 
out. That instanceId is set on the response thus validating in the system 
whether or not the survey was responded to. Isn't that how a submit based 
survey generally should be designed?
 
Joe
-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:[EMAIL PROTECTED] Behalf Of Thad K Esser
Sent: Friday, April 27, 2007 5:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: OTB ITSM 7.0 Surveys...

** 
I was just reading the Change Management User guide for 7 and came across 
this on Page 49 (Chapter 2, "Working with the Requester Console"): 

"Also the AR Submitter locked mode must be enabled for users with 
read-only license to respond to surveys" 

Maybe that helps? 

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


"Joe D'Souza" <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)" 
 
04/27/2007 01:30 PM 

Please respond to
arslist@ARSLIST.ORG



To
arslist@ARSLIST.ORG 
cc

Subject
OTB ITSM 7.0 Surveys...








Tell me that they haven't changed it from its earlier version.. From what 
it
looks like, surveys in the new version seem to require write licenses? 
Isn't
it a 'Submit' based system anymore?

A user on our test system after receiving a notification for an after
service survey requires a write license to rate the service.. That is
downright stupid if you have to grant write licenses to every end user 
just
to fill in a survey!

Tell me I'm doing something wrong and the design of surveys still remain
designed as a submit based system..

Joe
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Re: Opening a Mid-Tier form with URL and passing parameters

[Chris Moore]

http:///arsys/servlet/ViewFormServlet?form=My%3AForm&server=&F24015=Chris%20Moore
Use the field id you want to populate from the link with an F in front of
it.

Sorry, forgot the bit about the "F"

Chris


On 4/30/07, Chris Moore <[EMAIL PROTECTED]> wrote:


I had this problem last week!  You insert into the URL &=.



On 4/30/07, Opela, Gary L Contr OC-ALC/ITMA < [EMAIL PROTECTED]>
wrote:
>
> **
>
> Listers,
>
>
>
> (Does anyone know how to/Is it possible to) open a remedy form via a URL
> and pass a value to set a field.
>
>
> I was thinking something like the following:
>
>
>
> https:// 
server>/arsys/servlet/ViewFormServlet?form=Remedy+Form&server=RemedyServer&mode=Submit&username=&pwd=&Category=Hardware
>
>
>
>
> Thanks!
> __20060125___This posting was submitted with HTML in
> it___





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Re: Opening a Mid-Tier form with URL and passing parameters

[Chris Moore]

I had this problem last week!  You insert into the URL &=.



On 4/30/07, Opela, Gary L Contr OC-ALC/ITMA <[EMAIL PROTECTED]>
wrote:


**

Listers,



(Does anyone know how to/Is it possible to) open a remedy form via a URL
and pass a value to set a field.


I was thinking something like the following:



https:///arsys/servlet/ViewFormServlet?form=Remedy+Form&server=RemedyServer&mode=Submit&username=&pwd=&Category=Hardware



Thanks!
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Re: Creating Folder on Network

[Rick Cook]

You could have a Filter Notify action create a log file, though you could
only choose one file name per Filter action.  Would that give you what you
want?

Rick

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
Sent: Monday, April 30, 2007 7:13 AM
To: arslist@ARSLIST.ORG
Subject: Creating Folder on Network

Is there a way to have ARS create a folder on a network drive
through workflow? I've been searching through the documentation, but haven't
found what I am looking for.

Thanks,

Andy L. Mayfield
System Operation Specialist
Alabama Power Company
Office: 8-226-1805


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Re: OTB canned reports with ITSM...

[Joe D'Souza]

Its Patch 003.. I did apply that patch upfront as soon as I installed all
the base installation versions.. Applied CMDB patch 003 however before
installing any other ITSM application as that is recommended..

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Gareth Oliver
  Sent: Monday, April 30, 2007 3:31 AM
  To: arslist@ARSLIST.ORG
  Subject: Re: OTB canned reports with ITSM...


  **
  Joe,

  If you haven't already done so, add ITSM patch 002 (or is it 003??) - this
patch increases the number of otb reports to approx 150. You might find
something in there.

  Regards,
  Gareth




--
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
  Sent: Wednesday, 25 April 2007 8:11 AM
  To: ARSList
  Subject: Re: OTB canned reports with ITSM...


  **
  Roger,

  Yes I saw that one before posting to the list, but don't have CR engine to
modify it to include fields that aren't in it. Was hoping there were some
other reports embedded at some other places in the application..

  Thanks for your response..

  Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Roger Justice
  Sent: Tuesday, April 24, 2007 4:54 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: OTB canned reports with ITSM...


  **
  I did not see and Canned reports on mean time to repair.

  There is a Change report for Change Approvals by Approval Status.


  -Original Message-
  From: [EMAIL PROTECTED]
  To: arslist@ARSLIST.ORG
  Sent: Tue, 24 Apr 2007 4:18 PM
  Subject: OTB canned reports with ITSM...


Are there any out of the box canned reports that provide statistics on mean
time to repair in ITSM 7 apps?

Also wanted to know if there are any out of the box reports for pending
Change approvals other than the reports that can be accessed from the Change
Management Console..

I didn't find these on any of the consoles but was wondering if there were
any such reports embedded somewhere in the application that can be accessed
with the press of a button or something..

Rgds

Joe
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Re: Setting up a existing Person Profile using a Template

[Lammey, Peter A.]

I am familiar with this process and I was able to do this with no
problem.
The issue I am referring to is this (as an example):

1.  Person joins the company 
2.  Person's information is added to the HR system
3.  Remedy ingests the person information into CTM:People based on a HR
loading process (escalation, API call, or from whatever means that is
setup) to create that employee profile
4.  A support group lead calls us up to create a Remedy account for this
new person and basically indicates that they will be part of the call
center and should have the same permissions and group setup as any other
person in the call center.

Now in this scenario...How can I use a template to take the already
existing record in CTM:People and apply a template so that they will be
added to all the permission groups and support groups from a template?

Person templates always seem to be if you are creating the new profile.
Not for simplifying the setup of an already existing CTM:People record
and getting the person setup in the groups they need to be in.


Thanks
Peter Lammey
ESPN MIT Technical Services & Applications Management
860-766-4761

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Vyom Labs - ITSM Support
Sent: Sunday, April 29, 2007 8:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: Setting up a existing Person Profile using a Template

Hi Peter,

Templates are preset field values for a form that can be labeled and
grouped by task. They make submitting the record more efficient (speeds
up the process) while providing consistency of data. For example, People
Templates allow you to have a preset configuration for a Support person
with all the appropriate field settings and permissions vs. a Manager
vs. a casual user. Incident Templates would be used for common,
recurring incidents like password reset, inability to print, or
inability to connect to the Internet. Change Templates would be used for
recurring Change Requests like Install New Hard drive, Upgrade Operating
System, Install Software Patch, etc. Why reinvent the wheel each time
you create these records, when you can select from a list of templates
to do most, if not all, of the work for you?

Thus we can create templetes for the people.

The steps for creating the Person templete are as follows:
Step 1: On the application configuration go to the Custom Configuration.
Step 2: Select the templete form Foundation->People->Tepmlete. Click
Open.
Step 3: Configure Person Templete form opens. This form shows the list
of templetes. (you can modify and create new templets) Step 4: To create
new click the Create button the templete form opens fill the requred
fields for the templete as you need.
Step 5: save the template.

The steps to use the templete are as follows:
Step 1: On the Standard Configuration step 4: People click on create.
Step 2: The people form opens on the form we can select the templete by
clicking the Selete templete button.
Step 3: Select the templete and fill the minimal information required.
Step 4: Click on select button to fill the people form using the
templete.
If the user is a support staff member the a warning message appears to
check the login, licenses etc.

Regards,
Prasad S.

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


Lammey, Peter A. wrote:
> **
>
> I have been running through the trials and tribulations of configuring

> new foundation data and accounts in ITSM 7.02.
> All seems well and I do like the fact that you can setup Person 
> Templates and create new Person Profiles using the template and it can

> also autofill most of the fields on the profile and also assign the 
> person to support groups and other permission groups.
>
> However, I can see that once we get the 7.X system up and running in a

> real environment, we will have a feed from an HR data source that will

> create new profiles for new employees that join the company.
>
> Based on this, if I get a request from an employee to setup their 
> Remedy User account with the permissions needed for their particular 
> group, it would be nice if I could use a template with their already 
> existing profile and set them up using a say "Support Staff" template.
>
> It doesn't seem like I can do this.
>
> Has anyone figured out how this can be done?
>
>
> Thanks
> Peter Lammey
> ESPN MIT Technical Services & Applications Management
> 860-766-4761
>
> __20060125___This posting was submitted with HTML 
> in it___ 


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Forcing escalations to run in sequence and not starting until previous is completed

[Alfonso Eric B Contr 95 CG/SCCSS]

Hi everyone,
 
I am new to Remedy development and recently completed a full active
directory integration with Remedy v.7.  It takes several escalations
running in sequence each night to keep the various location and people
related forms updated.  I have the escalations running at pre-determined
times in sequence.  Is there any way to set one escalation to trigger
the start of the next which will trigger the start of the next, etc,
without using the time as the trigger?  There are times when the
previous escalation fails and I would like it to prevent the next one
from firing when this occurs.  
 
Thank you,
 
Eric Alfonso, Contractor, 95 CG/SCCSS 
DSN 525-9192 
COMM 661-275-9192 
Remedy Support Team 
[EMAIL PROTECTED] 


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IM templates

[Derek Fernandes]

Hi listers,

I'm trying to configure IM 7.0 to use Incident Mgmt templates, but I 
cannot get them set up. The user I have setting them up has all the 
proper permissions: Asset Viewer, Config Categorization admin, Config 
Group Mapping Admin, Contact Organization Admin, Incident Config, 
Incident Master, Incident User, Problem User, Task Administrator, Task User.


The Functional Roles are: Broadcast Submitter, Incident Manager, and 
Support Group Admin.


I can create an Incident Template, but then when I go to modify it from 
the Application Administration Console --> Custom Configuration --> 
Incident Mangement --> Template, the table is blank even after I select 
the Support group I belong.


This all used to work before I started customizing the IM form. The 
customizations do not touch the templates or the template form.


What is wrong?

Thanks,
Derek

--
Derek Fernandes
Programmer Analyst
U of C Information Technologies
ES 1010, University of Calgary
Calgary, Alberta  T2N 1N4
403.210.9879

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Re: OTB ITSM 7.0 Surveys...

[Rick Cook]

Not if the "survey1" user has a Restricted Read license - those aren't
limited by IP.
 
Rick 
  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A.
Sent: Monday, April 30, 2007 5:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: OTB ITSM 7.0 Surveys...


** 
Danny,
 
The only problem with using a Generic login ID such as survey1 is now if
they access the survey via the Mid Tier and they dont close their session
correctly then survey1 will be tied up with the IP address with whoever
first logged in and used the ID.


Thanks 
Peter Lammey 
ESPN MIT Technical Services & Applications Management 
860-766-4761 

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Danny Yan
Sent: Sunday, April 29, 2007 1:59 AM
To: arslist@ARSLIST.ORG
Subject: Re: OTB ITSM 7.0 Surveys...


** 
The survey request is created before notify use. You can set a user named
"survey1" and password "survey1" for all users, give survery1 Restricted
Read if lock mode, or fixed write.
 
Danny

 
On 4/28/07, Rick Cook <[EMAIL PROTECTED]> wrote: 

There is no reason that a write license should be required to simply submit
a record - read licenses have that capability.  So there are two ways you 
could do this:

1) Configure the form to use a specific generic login with a Restricted Read
license for surveys, and you won't need a write license.
2) Users with Read licenses should be able to submit records into any form, 
if you have the form/field permissions set up to allow that.

Rick

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG   ] On Behalf Of Joe
D'Souza
Sent: Friday, April 27, 2007 1:31 PM
To: arslist@ARSLIST.ORG
Subject: OTB ITSM 7.0 Surveys...

Tell me that they haven't changed it from its earlier version.. From what it

looks like, surveys in the new version seem to require write licenses? Isn't
it a 'Submit' based system anymore?

A user on our test system after receiving a notification for an after
service survey requires a write license to rate the service.. That is 
downright stupid if you have to grant write licenses to every end user just
to fill in a survey!

Tell me I'm doing something wrong and the design of surveys still remain
designed as a submit based system.. 

Joe
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3:23 PM



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-- 
Regards,

Danny Yan __20060125___This posting was submitted with
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Re: Creating Folder on Network

[Heider, Stephen]

Andy,

Have you tried creating the folder from a Filter?  ie. "MD
\\SERVERNAME\SHARENAME\NEWFOLDERNAME"  For example, "MD
\\prodsrv1\c$\tempfolder1" or \\prodsrv1\somefolder\tempfolder1"

Stephen

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
Sent: Monday, April 30, 2007 10:13 AM
To: arslist@ARSLIST.ORG
Subject: Creating Folder on Network

Is there a way to have ARS create a folder on a network drive
through workflow? I've been searching through the documentation, but
haven't found what I am looking for.

Thanks,

Andy L. Mayfield
System Operation Specialist
Alabama Power Company
Office: 8-226-1805


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Re: Creating Folder on Network

[Ben Cantatore]

I'd suggest looking at using OLE automation.  I'm a little light on what 
specifically you'll need to do, but I think what you're looking to do can 
accomplished there.


Ben Cantatore
Remedy Administrator
Avon
(914) 935-2946



"Mayfield, Andy L." <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)" 

04/30/2007 10:12 AM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Creating Folder on Network






 Is there a way to have ARS create a folder on a network 
drive
through workflow? I've been searching through the documentation, but
haven't found what I am looking for.

 Thanks,

 Andy L. Mayfield
 System Operation Specialist
 Alabama Power Company
 Office: 8-226-1805

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Re: timestamp question (set date and time)

[Wacholz, Jeanette (Jenni)]

$DATE$  + (60*(60*17)) should always give you 5pm of the current date as
long as the escalation runs between midnight and 5pm.

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

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Dan Caissie
Sent: Monday, April 30, 2007 6:47 AM
To: arslist@ARSLIST.ORG
Subject: timestamp question (set date and time)


** 

Good Monday morning everyone :-) 

I have an escalation that runs at 1AM and what I want it to do is set a
field to 5 PM for the current day.

4/DATE/2007 5:00:00 PM right now I was doing $TIMESTAMP$ + (60 * (60 *
16)) but if the escalation is delayed at all it will push the timestamp
past 5 PM.

So is there better way of doing this I bet there is any help would be
great.

6.3

Windows

SQL

 

Dan Caissie

 

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Re: Creating Folder on Network

[Durrant, Michael M. - ITSD]

Assuming the service account ARS is running under has privileges to the
network drive in question, you should be able to use the Run Process
command with "mkdir ".

Michael Durrant
[EMAIL PROTECTED]
Share what you know.  Learn what you don't.

 


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
Sent: Monday, April 30, 2007 8:13 AM
To: arslist@ARSLIST.ORG
Subject: Creating Folder on Network

Is there a way to have ARS create a folder on a network drive
through workflow? I've been searching through the documentation, but
haven't found what I am looking for.

Thanks,

Andy L. Mayfield
System Operation Specialist
Alabama Power Company
Office: 8-226-1805


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otherwise protected from disclosure.  All persons are advised that they may 
face penalties under state and federal law for sharing this information with 
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the sender that you have received this information in error.  Also, please 
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Re: Enumerated values resolved on emails..

[Joe D'Souza]

Thanks Axton,

That did the trick..

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Axton
Sent: Saturday, April 28, 2007 3:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: Enumerated values resolved on emails..


There were 2 known issues addressed in patch 2.

ARServer Patch:
SW00256422 Enumerated values that are not continuous do not get
translated to "real values" in the Notify action.

ARUser Patch:
SW00254815 After updating a column of a table field from a drop-down
source, enum values appear instead of string values.

Axton Grams

On 4/27/07, Rick Cook <[EMAIL PROTECTED]> wrote:
> Is there a numeric value to either the field or label of the values on
that
> field (in the Attributes tab)?  Be sure that it's really using the value
and
> not what amounts to the DB Name for the value.
>
> Rick
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
> Sent: Friday, April 27, 2007 2:41 PM
> To: arslist@ARSLIST.ORG
> Subject: Enumerated values resolved on emails..
>
> I'm on ARS 7.0.1 Patch 001 on Windows 2K3 server running on a MS-SQL
2K5-SP2
> database.
>
> The $Impact$ field from the Change, Incident, and Problem applications get
> resolved to the enumerated values of 1000, 2000, 3000 or 4000 instead of
the
> 'English' values.. Is this a known bug?
>
> Joe
> No virus found in this outgoing message.
> Checked by AVG Free Edition.
> Version: 7.5.467 / Virus Database: 269.6.1/777 - Release Date: 4/26/2007
> 3:23 PM
>
>

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>
>

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1:39 PM

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Is this possible?

[Chris Moore]

Hey everyone-

I'm looking for a way to allow a customer to follow a link to update a
ticket.  I've made a display only form with one visible field labled
"Resopnse".  Basically, the customer gets an email with a question about the
ticket, the email contains a link, they click the link, log in, fill in the
response and then hit submit.

I want the response to push to SPRT:Interaction as a Web type.

Is there a way to push the resopnse to the parent Issue ticket, then fire
the workflow that makes the Interaction be created- i.e. make the form think
the "Add to Activity History" button has been pressed?  Or do I need to try
and figure out what needs to be set in the Interaction form to make it
associate with the correct Issue?

6.3, Unix system.

Thanks!

Chris Moore

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OT: No List Traffic since Sunday night.

[Reiser, John J]

Just a test. Haven't seen any traffic since Axton's post last evening.


John J. Reiser
Software Development Analyst
Remedy Administrator/Developer
Lockheed Martin - MS2
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. - paraphrased
by me 
 

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Testing

[Axton]

Is the list up?  Haven't seen a message today.

Axton Grams

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OT: Free Pdf Assembler

[Heider, Stephen]

Just wanted to pass this along...
 
Here is a freeware utility that I use to merge multiple pdf files into a
single pdf.  It comes in handy for preparing expense reports or
combining ARS manuals.
 
MbtPDFAsm - Command line pdf assembler and splitter.
http://thierry.schmit.free.fr/dev/mbtPdfAsm/enMbtPdfAsm2.html
 
BeCyPDFAsm - GUI front-end to MbtPDFAsm.
http://www.becyhome.de/download_eng.htm
 
Java version of GUI front-end.
http://thierry.schmit.free.fr/dev/mbtPdfAsm/enJMbtPdfAsm.html
 
 
Stephen

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resolved I think timestamp question (set date and time)

[Dan Caissie]

Ok I think I have this now I changed it to this for the set field action
$DATE$ + 61200 and this will set the field to 5 PM regardless of when
the escalation is run if I am correct.

 

But thank for reading this if I am correct.

 

Dan 


---

 

Good Monday morning everyone :-) 

I have an escalation that runs at 1AM and what I want it to do is set a
field to 5 PM for the current day.

4/DATE/2007 5:00:00 PM right now I was doing $TIMESTAMP$ + (60 * (60 *
16)) but if the escalation is delayed at all it will push the timestamp
past 5 PM.

So is there better way of doing this I bet there is any help would be
great.

6.3

Windows

SQL

 

Dan Caissie

 


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Opening a Mid-Tier form with URL and passing parameters

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

Listers, 

 

(Does anyone know how to/Is it possible to) open a remedy form via a URL
and pass a value to set a field. 


I was thinking something like the following:

 

https:///arsys/servlet/ViewFormServlet?form=Remedy+Form&server=RemedyServ
er&mode=Submit&username=&pwd=&Category=Hardware

 

Thanks!


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Filter calling External Web Services ?

[Sharma, Tarun]

Hi,

 

Is anyone using Filters to call directly an external web service ? Does
it work without using any Java API and what should be taken care while
consuming an external web service by this way ? Please share your
valuable thoughts if somebody has some idea about it or anybody worked
in same environment. We are on ARS 6.3.

 

Regards,

Tarun



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Creating Folder on Network

[Mayfield, Andy L.]

Is there a way to have ARS create a folder on a network drive
through workflow? I've been searching through the documentation, but
haven't found what I am looking for.

Thanks,

Andy L. Mayfield
System Operation Specialist
Alabama Power Company
Office: 8-226-1805

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Permanent Remedy Support Job

[Matthew Sibley]

Hello everyone

 

Fusion has an additional opening for an experienced Application Support
Analyst. This is a permanent job, based in London at our Support Center.
A full job description and salary details are available upon
application. I appreciate everyone likes to know the salary before they
go to the trouble of applying however it really is dependent on your
overall expertise. In addition to your basic salary there is also a good
benefits package including pension, health, DIS, PMI, 21 days holiday +
UK Bank Holidays, laptop, phone.

 

The position is mid level with Team Lead (not Management)
responsibilities and thus requires a good technical grounding in ARS,
some or all of the Remedy products e.g. ITSM, ITSP, CSS etc coupled with
good customer troubleshooting experience. Upon investigation it is often
the case that the problem lies with the database, O/S or a product
integrated to Remedy so someone with broad exposure to different
environments would be great for this role.

 

In return you can expect to work in a professional yet friendly
environment where everyone is rewarded and recognized for their
contribution to the business. Fusion has the largest UK Remedy Support
team and over 150 Supported customers so there will never be a dull
moment! Full training on any gaps in your Remedy experience will be
provided as will cross training into other BMC products.

 

And we would also happily sponsor a work permit for the right person.

 

If anyone has any questions or wants to discuss this further please mail
me off list at: [EMAIL PROTECTED]

 

Hope to hear from you soon!

 

Regards

Matt Sibley

 

 

 

 

Matthew Sibley

Resource Manager

Fusion Business Solutions (UK) Ltd

 

DDI: 020 8814 6173

M: 07814 410123

 

Fusion Business Solutions (UK) Ltd.

Unit 1, Wallbrook Business Centre

Green Lane, Hounslow

TW4 6NW

 

www.fusion.co.uk

 

 


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timestamp question (set date and time)

[Dan Caissie]

Good Monday morning everyone :-) 

I have an escalation that runs at 1AM and what I want it to do is set a
field to 5 PM for the current day.

4/DATE/2007 5:00:00 PM right now I was doing $TIMESTAMP$ + (60 * (60 *
16)) but if the escalation is delayed at all it will push the timestamp
past 5 PM.

So is there better way of doing this I bet there is any help would be
great.

6.3

Windows

SQL

 

Dan Caissie

 


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Re: ARS 7 installation - strange issue

[Vyom Labs - ITSM Support]

Hi Murtuza,

At the time of installation of AR Sever, we need to give the SQL 
login/password for the database to create the AR Database in SQL Server. 
If it is been set for windows authentication, the login password will be 
same as windows login & password.


Or specify your SQL Server database Username & Password (SA UserName / 
SA User Password).


Thus please check for the User Name and password for the database.


Regards,
Bipinchandra Bhavsar


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

msb * wrote:

Hello all,

I am doing an installation of ARS 7.0.1 on a fresh test server with a 
brand new OS - Win 2003 sp1 and SQL server 2000 SP4. But when I run 
the install, it tells me that it detected an existing installation and 
whether I want to upgrade or overwrite. Does anyone know how this 
could be possible? The database is on the same machine.


When I try to install by selecting overwrite, the installation 
continues to the point where it tries to start the Remedy services. 
This fails with ARERR 623 - Authentication failed. What gives ???


Regards,
Murtuza B.

_
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Re: ARERR 9351

[Vyom Labs - ITSM Support]

Hi Mahan,

The Mid-Tier has its own compression and caching capability; 
having compression and/or caching turned on on the servlet engine or 
proxy server is redundant and may be the cause of your problem. Ensure 
that Web Server/JSP engine-level compression is disabled. This will be 
available on the Web Server/JSP engine configuration settings. Once, the 
settings are changed, you need to restart the services.


Hope, this will help you to resolve your error.


Regards,
Sonal.


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



Mahan, Janet L [EQ] wrote:

**
Has anyone experienced this error message?  I can't find it in kb and 
BMC has not responded to my ticket yet.
 
   It only happens when typing in the diary field.
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Re: Using the AR System User Preference form

[Vyom Labs - ITSM Support]

Hi Steve,

Modifying or Creating fields on the user preference form is not a good 
practice, Instead of that you create one another form with fields Like 
'User Name' and 'console view' and save changes on that form. Write an 
Active-Link to set the field on the Target Form from the created Form in 
first action. In second action write run process for refreshing the 
tables in the targeted form using the command like 
"PERFORM-ACTION-ACTIVE-LINK 1 " You get the 
desired result. Hope this may help you to solve your problem.


Regards,
Amol W.

Steven Pataray wrote:

**
I haven't seen anyone on list asking about it so I'd thought I'd ask. 
Has anyone used the User Preference Form to keep custom default 
settings. For example if I have a support staff who all the time would 
like to set their Console View from the default of "Myself" to "Any" 
or "Group".
 
Since that option is not on the form, could I create this field on the 
User Preference Form so when they set that view on the Console it will 
automatically push the new settings to the AR System User Preference 
form, so the next time they logon it would read the User Preference 
form and set the Console View to the last settings?
 
Thanks

Steve
 
ARS/HD 6.3

Windows 2003 Application Server
Oracle 10gR1
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Re: Table Property Qualification

[Vyom Labs - ITSM Support]

Hi Michael,

Mostly in the qualification the Current form fields appear after the 
qualifier symbol thus your qualification will be


( 'Solution_Status' = "Approved" ) AND 
('System_Acronym'=$System_Acronym$ ) AND ( 'Solution_Type' = "Solution") 
AND ( 'Title' LIKE (( "%" + $Solution_Keyword$) + "%" ))


As I have gone through the same scenario some days prior which worked 
successfully.


Regards,
Neha P.
--
www.vyomlabs.com
Consulting | Oursourcing | Training || ITIL | IT Governance |BMC Remedy


McManus Michael A SrA HQ 754 ELSG/DOO wrote:

**

ARS 5.1.2

SQL 2K

I have a question about a table property qualification that doesn’t 
appear to be working correctly.


Our users can submit solution sets for common trouble calls and then 
use them to autofill tickets to save time. They do this by typing a 
keyword into a character field and then clicking a search button. The 
button opens a form with a table field on it that has the following 
qualification:


( 'Solution_Status' = "Approved" ) AND ( $System_Acronym$ = 
'System_Acronym') AND ( 'Solution_Type' = "Solution") AND ( 'Title' 
LIKE (( "%" + $Solution_Keyword$) + "%" ))


On my solution set form, there are 10 solution sets with a system 
acronym of ‘AR System’ and solution type = “Solution” yet when I leave 
the keyword field blank, the table only returns 8 of the solutions. 
I’ve isolated the two solution sets that aren’t returned in the above 
case and can’t find anything unique that would prevent them from being 
displayed in that table. This happens on numerous other occasions and 
I can’t figure it out.


Any ideas?

Thanks,

Michael A. McManus, SrA, USAF

Remedy Developer

HQ 754 ELSG/DOOH

DSN: 596-6478/Comm: 334-416-6478

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ADM:Test Please Ignore

[Daniel Bloom]

Timing Test: 8:49am EST


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Re: Setting up a existing Person Profile using a Template

[Vyom Labs - ITSM Support]

Hi Peter,

Templates are preset field values for a form that can be labeled and 
grouped by task. They make submitting the record more efficient (speeds 
up the process) while providing consistency of data. For example, People 
Templates allow you to have a preset configuration for a Support person 
with all the appropriate field settings and permissions vs. a Manager 
vs. a casual user. Incident Templates would be used for common, 
recurring incidents like password reset, inability to print, or 
inability to connect to the Internet. Change Templates would be used for 
recurring Change Requests like Install New Hard drive, Upgrade Operating 
System, Install Software Patch, etc. Why reinvent the wheel each time 
you create these records, when you can select from a list of templates 
to do most, if not all, of the work for you?


Thus we can create templetes for the people.

The steps for creating the Person templete are as follows:
Step 1: On the application configuration go to the Custom Configuration.
Step 2: Select the templete form Foundation->People->Tepmlete. Click Open.
Step 3: Configure Person Templete form opens. This form shows the list 
of templetes. (you can modify and create new templets)
Step 4: To create new click the Create button the templete form opens 
fill the requred fields for the templete as you need.

Step 5: save the template.

The steps to use the templete are as follows:
Step 1: On the Standard Configuration step 4: People click on create.
Step 2: The people form opens on the form we can select the templete by 
clicking the Selete templete button.

Step 3: Select the templete and fill the minimal information required.
Step 4: Click on select button to fill the people form using the templete.
If the user is a support staff member the a warning message appears to 
check the login, licenses etc.


Regards,
Prasad S.

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


Lammey, Peter A. wrote:

**

I have been running through the trials and tribulations of configuring 
new foundation data and accounts in ITSM 7.02.
All seems well and I do like the fact that you can setup Person 
Templates and create new Person Profiles using the template and it can 
also autofill most of the fields on the profile and also assign the 
person to support groups and other permission groups.


However, I can see that once we get the 7.X system up and running in a 
real environment, we will have a feed from an HR data source that will 
create new profiles for new employees that join the company.


Based on this, if I get a request from an employee to setup their 
Remedy User account with the permissions needed for their particular 
group, it would be nice if I could use a template with their already 
existing profile and set them up using a say "Support Staff" template.


It doesn’t seem like I can do this.

Has anyone figured out how this can be done?


Thanks
Peter Lammey
ESPN MIT Technical Services & Applications Management
860-766-4761

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Re: Field size limit of Group List field in the User form...

[Carey Matthew Black]

Joe,

According to Form-App-Objects-700.pdf "Reserved fields in access
control" page 379 the field is defined as this:
"
Data Type: Character
Maximum Length: 4000
"

So maybe the "upgrade" process failed to extend the size of this field
for you? I know it used to be 255 in v4(?) and they added the ability
for it to be manually extended to be 4000 in v5(? or was it v6?).

HTH.

Or did you manually import the User form from another server manually
to recover some customizations that you might have made to that form?

--
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 4/27/07, Joe D'Souza <[EMAIL PROTECTED]> wrote:

Its 104 and not 112.. 112 is the Assignee group field and can be changed if
you want to.. 104 on the other hand is a user form field that has a related
field in the user_cache table..

Joe





-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Friday, April 27, 2007 7:54 AM
To: arslist@ARSLIST.ORG
Subject: Field size limit of Group List field in the User form...

Has anyone had issues with it? For a test user I wanted to give all the
possible permissions there are to give in on ITSM V7 apps and somewhere
halfway down the process I got the error:

ARERR [306] Value does not fall within the limits specified for the field :
(Maximum length - 255) : User : Group List

If you were faced with this, did you face any problems increasing the size
of this field? Ordinarily I would do it and propagate the size change to
other related fields on other forms, but since its a field in the restricted
range and that too on the user form I'm a little apprehensive before doing
it..

Cheers

Joe


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Re: OTB ITSM 7.0 Surveys...

[Lammey, Peter A.]

Danny,
 
The only problem with using a Generic login ID such as survey1 is now if
they access the survey via the Mid Tier and they dont close their
session correctly then survey1 will be tied up with the IP address with
whoever first logged in and used the ID.


Thanks 
Peter Lammey 
ESPN MIT Technical Services & Applications Management 
860-766-4761 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Danny Yan
Sent: Sunday, April 29, 2007 1:59 AM
To: arslist@ARSLIST.ORG
Subject: Re: OTB ITSM 7.0 Surveys...


** 
The survey request is created before notify use. You can set a user
named "survey1" and password "survey1" for all users, give survery1
Restricted Read if lock mode, or fixed write.
 
Danny

 
On 4/28/07, Rick Cook <[EMAIL PROTECTED]> wrote: 

There is no reason that a write license should be required to
simply submit
a record - read licenses have that capability.  So there are two
ways you 
could do this:

1) Configure the form to use a specific generic login with a
Restricted Read
license for surveys, and you won't need a write license.
2) Users with Read licenses should be able to submit records
into any form, 
if you have the form/field permissions set up to allow that.

Rick

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG ] On Behalf Of Joe D'Souza
Sent: Friday, April 27, 2007 1:31 PM
To: arslist@ARSLIST.ORG
Subject: OTB ITSM 7.0 Surveys...

Tell me that they haven't changed it from its earlier version..
>From what it 
looks like, surveys in the new version seem to require write
licenses? Isn't
it a 'Submit' based system anymore?

A user on our test system after receiving a notification for an
after
service survey requires a write license to rate the service..
That is 
downright stupid if you have to grant write licenses to every
end user just
to fill in a survey!

Tell me I'm doing something wrong and the design of surveys
still remain
designed as a submit based system.. 

Joe
No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.5.467 / Virus Database: 269.6.1/777 - Release Date:
4/26/2007
3:23 PM



 
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-- 
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Danny Yan __20060125___This posting was submitted
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Re: imcoming HTML email

[Lammey, Peter A.]

Teresa,
 
I asked around about this as well.  We have been bugging Remedy BMC
about this as well but they always seem to not think it is a big deal
and claimed they have not heard other customers ask about this as well.
 
We had consultants who initially setup the ARS 6.3 system with ITSM 5.6
here and they came up with the idea of setting up filters and a filter
guide to go through the text and find a "<" and then remove all contents
up to the ">" and then continue on to remove other places where there
were brackets and its text within it.
 
This worked for most of the HTML contents but did not eliminate HTML
escape characters such as   etc.
 
We tried a different route and talked with our Outlook/Exchange admin
team and they found a VB script that you have to run locally on the
mailbox (as the mailbox user) but it can supposedly convert the incoming
email to Plain Text (which is frankly the only format we care for the AR
System to ingest).
 
Here is a link that describes how you can setup this using a Visual
Basic Macro and then you can create a client side rule on the Remedy
mailbox that will run the VB code client-side:
 
http://www.outlookcode.com/d/code/zaphtml.htm
 
We have had problems though even getting this running so I submitted a
Request for Enhancement to Remedy BMC to simply enhance the Email Engine
so that it can convert all incoming emails it ingests into Plain Text.
 
It is supposedly "Under Consideration".
 


Thanks 
Peter Lammey 
ESPN MIT Technical Services & Applications Management 
860-766-4761 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Fannin, Teresa
Sent: Sunday, April 29, 2007 8:26 AM
To: arslist@ARSLIST.ORG
Subject: imcoming HTML email


** 
Dear Group,
Anybody know of a way to convert HTML email to text so that the text
could be stored in an Incident?
 
We are using remedy 7.0.1 patch 2 and we have a process where incoming
email can become part of an Incident.   I am not using any templates or
any kind or instructions.  The email comes in to the AR System Messages
form and based on that happening we take the email information and store
that in an Incident if we want to.   Anyway the problem I am running
into is if the email is in HTML format and if I save the HTML contents
in the Notes field I get all the HTML coding with it. So I made an
HTML button so if they want to see what the HTML looks like I copy the
Notes field  into a View field and they can see the pretty version of
the what the email looks like. The problem is if the Notes fields is
ever used in a report  then you are back to the all the embedded code
showing up.
Teresa
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Re: Need Help Getting a WSDL Consumed with .NET C#

[Vyom Labs - ITSM Support]

Program code for webservices consumed using C#.NET for Remedy web 
services is available at:


http://www.codeproject.com/cs/webservices/webservicecallback.asp


Regards,

Archana Singh
--
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Consulting | Oursourcing | Training || ITIL | IT Governance |BMC Remedy

Candace DeCou wrote:

**

ARS 6.3 Patch 20

Mid-Tier 6.3 Patch 20

MS SQL 2000

 

I have built a web service for opGetList operations.  The WSDL is 
working correctly and we can see the resulting values in mid-tier 
logs.  However, in trying to consume my web service using .NET C# 
Visual Studio, we are getting NULL results and the following error in 
the .NET side of things:


 

Unhandled Exception: System.NullReferenceException: Object reference 
not set to an instance of an object.


   at RemedyTest.Program.Main(String[] args) in 
C:\c.projects\rem\RemedyTest\Rem edyTest\Program.cs:line 29 Press any 
key to continue


 

Does anyone out there have a sample of .NET C# code that does work 
with a Remedy web service, or any other hints on what we might look for.


 


Thanks in advance for any help.

 


/*/Candace DeCou/*/**

Applications Support Analyst
Silicon Valley Bank
Office: 408-654-6358
Email: [EMAIL PROTECTED] 

 

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Re: Need Help Getting a WSDL Consumed with .NET C#

[Ali Musa]

Its working fine I never face a problem like what you said:

ServisesList = proxy.jwlGetListOnly(Customer_No,"");
//
NoRec_Serv = ServisesList.Length;
if (NoRec_Serv <= 0 ) 
   xx
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Chris Woyton
Sent: 04-29-2007 06:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: Need Help Getting a WSDL Consumed with .NET C#

Candace, 
 
This issue is related to an object variable in your code not being
initialized. You should have created the object using syntax like this:
 
YourClass oVariable = new YourClass("Constructor Params");
 
Then you can use the methods of that variable at will -
oVariable.DoSomething() or whatever. 
 
You can also test to make sure your object variables are properly
referenced
in your code by comparing them to null and then running exception code
in
the event you have a null reference (or you could use proper programming
methods and throw an exception, of course). This is handy if you're
depending on an object being instantiated by another library (for
example,
returning a proper XML DOM Document from a Web Service call):
 
if(oVariable = null)
 { Console.Writeline("Null oVariable"); }
 
If you send your code, we'd probably be able to help you quite a bit
more.
 
Chris

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Candace DeCou
Sent: Friday, April 27, 2007 3:14 PM
To: arslist@ARSLIST.ORG
Subject: Need Help Getting a WSDL Consumed with .NET C#


** 

ARS 6.3 Patch 20

Mid-Tier 6.3 Patch 20

MS SQL 2000

 

I have built a web service for opGetList operations.  The WSDL is
working
correctly and we can see the resulting values in mid-tier logs.
However, in
trying to consume my web service using .NET C# Visual Studio, we are
getting
NULL results and the following error in the .NET side of things:

 

Unhandled Exception: System.NullReferenceException: Object reference not
set
to an instance of an object.

   at RemedyTest.Program.Main(String[] args) in
C:\c.projects\rem\RemedyTest\Rem edyTest\Program.cs:line 29 Press any
key to
continue

 

Does anyone out there have a sample of .NET C# code that does work with
a
Remedy web service, or any other hints on what we might look for.

 

Thanks in advance for any help.

 

Candace DeCou

Applications Support Analyst 
Silicon Valley Bank 
Office: 408-654-6358 
Email: [EMAIL PROTECTED]   

 

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Re: OTB canned reports with ITSM...

[Gareth Oliver]

Joe,
 
If you haven't already done so, add ITSM patch 002 (or is it 003??) -
this patch increases the number of otb reports to approx 150. You might
find something in there.
 
Regards,
Gareth



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Wednesday, 25 April 2007 8:11 AM
To: ARSList
Subject: Re: OTB canned reports with ITSM...


** 
Roger,
 
Yes I saw that one before posting to the list, but don't have CR engine
to modify it to include fields that aren't in it. Was hoping there were
some other reports embedded at some other places in the application..
 
Thanks for your response..
 
Joe
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Roger Justice
Sent: Tuesday, April 24, 2007 4:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: OTB canned reports with ITSM...


** 
I did not see and Canned reports on mean time to repair.
 
There is a Change report for Change Approvals by Approval Status.
 

-Original Message-
From: [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Tue, 24 Apr 2007 4:18 PM
Subject: OTB canned reports with ITSM...


Are there any out of the box canned reports that provide statistics on
mean
time to repair in ITSM 7 apps?

Also wanted to know if there are any out of the box reports for pending
Change approvals other than the reports that can be accessed from the
Change
Management Console..

I didn't find these on any of the consoles but was wondering if there
were
any such reports embedded somewhere in the application that can be
accessed
with the press of a button or something..

Rgds

Joe

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Re: Assignment configurations for ITSM 7.0

[Gareth Oliver]

Hi Joe
 
I'll give it a go... ;-)
 
-General- has different meanings depending on what module you're working in. 
When using the Incident module, a -General- auto-assignment means it will use 
the auto-assign rule to set the 'Incident Assignee' fields. In Change > 'Change 
Implementer'. In Problem > 'Problem Assignee', etc.
Incident Manager means it will use Auto-Assign to set the 'Incident Manager' 
fields.
Infra Change Manager means it will use Auto-Assign to set the 'Change Manager' 
fields.
Infra Change Assignee means it will use Auto-Assign to set the 'Change 
Assignee' fields.
Problem Manager means it will use Auto-Assign to set the 'Problem Manager' 
fields.
...etc...
 
HTH,
Gareth
 



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Joe D'Souza
Sent: Friday, 27 April 2007 4:39 AM
To: ARSList
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: imcoming HTML email

[Ali Musa]

You can make a listener using a filter to the incoming email  on "AR
System Email Messages" and then build API over that and exute using "RUN
Process" to do the conversion.
 
  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Fannin, Teresa
Sent: 04-29-2007 03:26 PM
To: arslist@ARSLIST.ORG
Subject: imcoming HTML email
 
Dear Group,
Anybody know of a way to convert HTML email to text so that the text
could be stored in an Incident?
 
We are using remedy 7.0.1 patch 2 and we have a process where incoming
email can become part of an Incident.   I am not using any templates or
any kind or instructions.  The email comes in to the AR System Messages
form and based on that happening we take the email information and store
that in an Incident if we want to.   Anyway the problem I am running
into is if the email is in HTML format and if I save the HTML contents
in the Notes field I get all the HTML coding with it. So I made an
HTML button so if they want to see what the HTML looks like I copy the
Notes field  into a View field and they can see the pretty version of
the what the email looks like. The problem is if the Notes fields is
ever used in a report  then you are back to the all the embedded code
showing up.
Teresa
__20060125___This posting was submitted with HTML in
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Re: ARS 7 installation - strange issue

[msb *****]

Hi Rick,

I had the database uninstalled and reinstalled, but I am facing the same 
issue.

I also tried removing SQL 2000 and installing SQL 2005, but no luck.

Anybody else facing this?

Regards,
Murtuza.



From: Rick Cook <[EMAIL PROTECTED]>
Reply-To: arslist@ARSLIST.ORG
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7 installation - strange issue
Date: Sun, 29 Apr 2007 08:09:44 -0700

My guess is that you have an existing Remedy DB user in your DB from a
previous attempt at a Remedy install.  Have your DBA check for that and
remove it if it's there.

Rick

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of msb *
Sent: Sunday, April 29, 2007 5:04 AM
To: arslist@ARSLIST.ORG
Subject: ARS 7 installation - strange issue

Hello all,

I am doing an installation of ARS 7.0.1 on a fresh test server with a brand
new OS - Win 2003 sp1 and SQL server 2000 SP4. But when I run the install,
it tells me that it detected an existing installation and whether I want to
upgrade or overwrite. Does anyone know how this could be possible? The
database is on the same machine.

When I try to install by selecting overwrite, the installation continues to
the point where it tries to start the Remedy services. This fails with 
ARERR

623 - Authentication failed. What gives ???

Regards,
Murtuza B.

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