Re: ITSM 7 customizations

[joaoevora]

We too are on the path to upgrading to remedy 7.

>From most of the research into the subject, it appears that customisation is
a must to some extent, there are however draw backs.  Like installing
patches from BMC.  The question that has to be asked is if we do customize,
to what extend is the developer aware that this cusutomisation will not be
affected by a BMC Patch? 

I would be interested to hear examples of this happening from the forum
members...

Joao



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How to Get the Definition of a Filter Guide using .NET API

[Vinod Kumar]

Hi Listers,
I am working on creating an interface in VB.NET, which accesses the Remedy
Objects.  I am using the .NET API's available at the BMC website.

WHen i try to access any Filter Guide using the GetContainer(ObjectName)
method, the code considers the ObjectName to be an ActiveLink and tries to
get the definition of an ActiveLinkGuide instead of a FilterGuide, ending up
in displaying an error saying that there is no ActiveLinkGuide with the name
ObjectName.

I understand that the containerType value needs to be changed for each of
the Guides, but i could not find out where i could change the default
container type value.

Please throw some light on how to go about, with this issue.

Thanks and Regards,
Vinod

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Re: too many groups for one user

[Chanan Berler]

Hi All,

After reading all the answers, I am still trying to figure out any answers.
I still got a user who needs to be added to many groups (my client says more
than 36)
and it causes the ARSystem to crash.

Q: is this an ARS issue? if so, does anyone know if there is a patch / fix
for it?
thanks
Chanan
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Re: OT: Searching the AR List

[Axton]

http://groups.google.com/group/arslist

Axton Grams

On 5/23/07, William Rentfrow <[EMAIL PROTECTED]> wrote:

**

I have a lot of trouble searching the ARS list from the website - am I doing
something wrong?

For example, I can search for a term or a phrase in this format:

term
(a longer phrase)

...and I frequently get few or zero results when I search on the website.

However - since I've been archiving the ARS list for years now I can do a
search within Outlook.  Since I have the public folder indexed the search
will return many more results - and sometimes return results when the ARS
list search returns zero.

Normally this wouldn't be a problem but I'm frequently at places where I
can't access my email and only have the website to search from if I need
something.

William Rentfrow
Principal Consultant, StrataCom Inc.
[EMAIL PROTECTED]
952-432-0227 O
701-306-6157 C
  __20060125___This posting was
submitted with HTML in it___


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OT: Searching the AR List

[William Rentfrow]

I have a lot of trouble searching the ARS list from the website - am I
doing something wrong?
 
For example, I can search for a term or a phrase in this format:
 
term
(a longer phrase)
 
...and I frequently get few or zero results when I search on the
website.
 
However - since I've been archiving the ARS list for years now I can do
a search within Outlook.  Since I have the public folder indexed the
search will return many more results - and sometimes return results when
the ARS list search returns zero.
 
Normally this wouldn't be a problem but I'm frequently at places where I
can't access my email and only have the website to search from if I need
something.
 
William Rentfrow
Principal Consultant, StrataCom Inc.
[EMAIL PROTECTED]
952-432-0227 O
701-306-6157 C
 

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Re: CMDB Authentication failed error

[SPrasad]

Hi,

I just joined this forum. I am experiencing the same problem and i am
getting the same error when i tried to change the CMDB Classes. Do you have
any solution for this problem? Any help is appreciated. Thanks.

Thanks
Siva 



Rafael Bertolini wrote:
> 
> Hi all!
> 
> I'm having a problem when I try to create/modify CMDB classes. For
> example, 
> when I try to create a field in some class, via Class manager, after I
> save 
> both field and class, the class stays in Change Pending status forever, 
> with message (in View Log button): Error 623 Authentication failed.
> 
> If I try to import a class via osdriver, I got the same error message:
>ARImport  results
> ReturnCode:  ERROR
> Status List : 1 items
> Status Struct :
>Message type : ERROR
>Message number :  623
>Message:  Authentication failed
> 
> I'm entering with the correct user/password (otherwise, I couldn't login
> in 
> the user tool to use the Class Manager), so I don't know what could it
> be...
> 
> Any ideas?
> 
> Thanks
> 
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> (Support: mailto:[EMAIL PROTECTED])
> 
> 

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Re: Another 'Guest' Question.

[Shellman, David]

Hello neighbor,

Is your new server set up with Submitter mode locked?

That could be the reason why the two systems are acting differently.


Dave
--
[EMAIL PROTECTED] (Wireless)

- Original Message -
From: Action Request System discussion list(ARSList) 
To: arslist@ARSLIST.ORG 
Sent: Wed May 23 19:13:22 2007
Subject: Another 'Guest' Question.

** 
In our current environment (6.3) we have a process to allow a 'guest' to update 
information in the Active Directory.
 
We collect the information in a custom web form on the mid-tier and the person 
signs in using an Employee Number.  
 
When the person saves and verifies the information we create a change by 
pushing the information into the change request form.
 
 
 
I'm attempting to do something similar with version 7. I have revised the 
custom form and can guest can save information.   Problem is when the 'push' to 
the change form is done we get numerous messages about permissions.
 
Anyone have any success in doing something similar?
 
 
 
 
G Treisbach
Harrisburg, Pa. USA
 
 
__20060125___This posting was submitted with HTML in it___ 

Relating Incidents and Broadcasts in ITSM 7

[Rick Cook]

I know that Incidents can be related to Broadcasts, but can either drive the
resolution of the other, like a parent ticket would a child?  I thought I
found a way to do it, but I can't duplicate it from either direction, and
there's nothing in the docs that does more than mention it in passing.
 
It would also be nice if the Relationship Types were spelled out in the docs
somewhere, as to their effects and meanings.
 
Rick Cook
 

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Another 'Guest' Question.

[George Treisbach]

In our current environment (6.3) we have a process to allow a 'guest' to
update information in the Active Directory.
 
We collect the information in a custom web form on the mid-tier and the
person signs in using an Employee Number.  
 
When the person saves and verifies the information we create a change by
pushing the information into the change request form.
 
 
 
I'm attempting to do something similar with version 7. I have revised the
custom form and can guest can save information.   Problem is when the 'push'
to the change form is done we get numerous messages about permissions.
 
Anyone have any success in doing something similar?
 
 
 
 
G Treisbach
Harrisburg, Pa. USA
 
 

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Re: Approval by Group of People

[Ong Vincent - vong]

1.  If you are using a "Level" or "Parent Child" process type AP
will only create first signature line and will not create the second
signature until after the first signature is acted upon (or some Rule
does the action).
2.  If you want to create an approval group, utilize the AP Role and
specify the members there.

 

Vincent Ong

ext 25392



From: Thirumavalavan Muthusamy NCS [mailto:[EMAIL PROTECTED] 
Sent: Tuesday, May 22, 2007 7:54 PM
Subject: Approval by Group of People

 

Hi ARSList, 

Platform: ARS 7.x, ITSM 7.x 

I would like to have Individual (level 1) and group approval for level 2
for the change request. However, the signature line is created only for
the individual(level 1) and not for the group (level 2). 

Any idea? 

Regards 
Thiru 
Managed Services 
NCS Pte. Ltd. 
( A member of the SingTel Group) 
Reg. No. 198101793G 
5 Ang Mo Kio St 62 
Singapore 569141 
* : (65)6349 3442  Fax: (65) 6872 5463 
* : [EMAIL PROTECTED] 
http://www.ncs.com.sg   

 


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Re: Table Field

[Carey Matthew Black]

Jack,

I think your expectations are a bit off. Let me try to explain why I
think that...

The reason the entire data set is sorted (and not just the chunk the
user is currently viewing) is to prevent user confusion.

Let's say that you have the table sorted by 'Request ID' by default
and there are 1000's of records in the query. The user is on the third
chunk of 100 records (that is 'Request ID' = [200 through 299]). Now
the user clicks on the column "Customer Name". If only the third chuck
is sorted, then the user would likely not see any of the "Customer
Names" that start with "A". Or worst yet they see a few "Customer
Name" values that start with "A" and a few that start with "B" and
"C", but they do not see all of the "A", "B" or "C" "Customer Names"
that are really part of the full data set. So the user might be
tempted to be looking for "Customer Name" = "Backline, Bob" and not
see it in the set of "B%" records in the third chunk of records and
*assume* that there is a missing record somewhere. :)

If the sort worked the way you "want it" to work then the user would
need to page though all of the chunks to find "Backline, Bob"s
record(s) that could be on any or all of the pages (due to the
original chunk and sort by 'Request ID') for the chunks that would
then later be sorted on the client by "Customer Name".

HTH.

--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.



On 5/23/07, Jack Samson <[EMAIL PROTECTED]> wrote:

All,

Does anyone know if you can control the chunk on a table field? If I chunk
by 100 and am at chunk 400 and click on the column to sort, it refreshes the
entire list and brings me back to the first chunk.

Any way to control this?  We are using version 6.03.

Thanks,

Jackson


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Re: Creating demo box for 7

[Chris Moore]

Keen, thanks Rick.

Chris


On 5/23/07, Rick Cook <[EMAIL PROTECTED]> wrote:


** That's right - ITSM 7 cannot even be installed without application
licenses having been installed FIRST.  There are rumors of an MSDN-like
arrangement being available at some point, but I have no idea when, or even
if, it will come to pass.  If you are an existing Remedy customer and want
to evaluate the product, you shouldn't have much of a problem getting some
temporary demo licenses from your sales person, though.

*Rick*
--
*From:* Action Request System discussion list(ARSList) [mailto:
[EMAIL PROTECTED] *On Behalf Of *Chris Moore
*Sent:* Wednesday, May 23, 2007 1:38 PM
*To:* arslist@ARSLIST.ORG
*Subject:* Creating demo box for 7


** Hey everyone-

I've seen a couple of questions similar to this, but I wanted to be clear
about something.

I've got a desktop which I am trying to load a vanilla version of 7 ITSM
on.  It's Win XP sp2, Oracle 10g.  I got AR Server on fine and can access
that, but in trying to install CMDB it says there are no licenses.  Is there
not a demo version for products beyone AR Server?

Thanks,
Chris
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Re: Creating demo box for 7

[Rick Cook]

That's right - ITSM 7 cannot even be installed without application licenses
having been installed FIRST.  There are rumors of an MSDN-like arrangement
being available at some point, but I have no idea when, or even if, it will
come to pass.  If you are an existing Remedy customer and want to evaluate
the product, you shouldn't have much of a problem getting some temporary
demo licenses from your sales person, though.
 
Rick 
  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Chris Moore
Sent: Wednesday, May 23, 2007 1:38 PM
To: arslist@ARSLIST.ORG
Subject: Creating demo box for 7


** 
Hey everyone- 
 
I've seen a couple of questions similar to this, but I wanted to be clear
about something.
 
I've got a desktop which I am trying to load a vanilla version of 7 ITSM on.
It's Win XP sp2, Oracle 10g.  I got AR Server on fine and can access that,
but in trying to install CMDB it says there are no licenses.  Is there not a
demo version for products beyone AR Server? 
 
Thanks,
Chris
__20060125___This posting was submitted with HTML in
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Re: Remedy Email - the saga continues - RESOLVED

[Reiser, John J]

Rick,
Glad you got it working. I thought there were only two places to change
the registry.
 
I'll have to make a note of it.
 
Thanks,
 

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



 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Wednesday, May 23, 2007 2:26 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Email - the saga continues - RESOLVED


** 
Support finally found the problem.  In addition to the Registry settings
in HKEY_LOCAL_MACHINE's Software/Java settings, which I had changed,
there is one more in System/Services/BMC Remedy Email Engine/Parameters.
The JVM library is set to the Java 1.4 JVM install location instead of
the 1.5 location.  Put the path to the jvm.dll file, including the file
name, in that place (C:\Program
Files\Java\jre1.5.0_11\bin\client\jvm.dll), and it works.
 
I've got mail!
 
Rick 


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Reiser, John J
Sent: Wednesday, May 23, 2007 10:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Email - the saga continues


** 
Rick,
 
The "1" needs to be replaced with the path value.
 
In the HKEY_LOCAL_MACHINE\SOFTWARE\JavaSoft\Java Runtime
Environment\1.5.0_11 entry I have c:\Program Files\Java\jre1.5.0_11
loaded in JavaHome. (Default) is (value not set).
 
Now this is a 6.3 server but it all worked fine after I updated the
directory in the registry.
 
The JavaHome entry under the HKEY_LOCAL_MACHINE\SOFTWARE\JavaSoft\Java
Development Kit has the j2sdk path
HTH,

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



 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Wednesday, May 23, 2007 1:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Email - the saga continues


** 
I am aware that Java 1.5.0_11 doesn't update some of the Registry
settings, and I took care of the ones referenced in the KB.  You
mentioned one thing, though. Which attribute should have the Java path
in it - the (Default) (in which the path currently resides) or the
JavaHome?  It seems like it should be the JavaHome, but that didn't
appear until I created a path for Java in the system environment, and it
contains a "1" now (I'm presuming that's an indicator that the $path has
been defined).
 
Rick 


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Reiser, John J
Sent: Wednesday, May 23, 2007 10:14 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Email - the saga continues


** 
Rick,
I didn't see your earlier entries in the saga so this may be redundant.
 
Did you check the registry issue for Java Update5?
 
The registry puts a "1" instead of the fully qualified directory path
for the Java SDK files.
 

I got this from BMC Remedy support:
The root cause of the problem was due to Java 1.5.0_11 installer not
setting the correct values in the following registry keys correctly

HKEY_LOCAL_MACHINE\SOFTWARE\JavaSoft\Java Development Kit\1.5\JavaHome

HKEY_LOCAL_MACHINE\SOFTWARE\JavaSoft\Java Development
Kit\1.5.0_11\JavaHome

The correct values should indicates the path to the JDK installed
directory, eg: c:\Program Files\Java\jdk1.5.0_11

Seemed to work for me.

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


 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Wednesday, May 23, 2007 12:59 PM
To: arslist@ARSLIST.ORG
Subject: Remedy Email - the saga continues


** 
I think I have found the source of the problem, but I want to
corroborate it with other real-life users.
 
Does anyone out there have an ARS 7 implementation (I'm on 7.0.1 p2)
using the 1.5.0_11 Java SDK, and Email is working?  
 
The reason I ask is that I noticed something on Java's web page that
states that the JVM is not a separately installed component, starting
with v5 (i.e. 1.5), and that, coupled with the Event errors stating that
the Remedy email service can't find the JVM (there is no JVM directory
installed with Java 1.5.0_11), is making me wonder whether there are
some compatibility issues between those two products/versions.
 
So either I'm onto something, or barking up the wrong tree - either way,
I'd like to know.
 
Rick Cook
__20

Creating demo box for 7

[Chris Moore]

Hey everyone-

I've seen a couple of questions similar to this, but I wanted to be clear
about something.

I've got a desktop which I am trying to load a vanilla version of 7 ITSM
on.  It's Win XP sp2, Oracle 10g.  I got AR Server on fine and can access
that, but in trying to install CMDB it says there are no licenses.  Is there
not a demo version for products beyone AR Server?

Thanks,
Chris

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Re: ?*? Unknown / Guest User in Single-tenancy only? or Multi-tenancy aswell?

[Roger Justice]

**
If you do that and use AD authenication it will not have an AD entry. ITSM 7 is not friendly to guest users through the Service Request console since it needs the validate the user through the people form.


-Original Message-
From: Gayford, Matthew C. <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wed, 23 May 2007 4:00 pm
Subject: Re: ?*? Unknown / Guest User in Single-tenancy only? or Multi-tenancy aswell?



** 





You can make a guest account and not specify a password, that way a user can login under a “guest” ID and be able to submit requests.


 


Matthew C. Gayford
Technology Support Specialist - Client Services
Information Technology Systems Division
University of North Carolina Wilmington 
(910) 962-4357


 




From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Cheung, Susie
Sent: Wednesday, May 23, 2007 3:17 PM
To: arslist@ARSLIST.ORG
Subject: ?*? Unknown / Guest User in Single-tenancy only? or Multi-tenancy aswell?



 


** 


Hello All,


 


Quick question: is it true that "multi-tenancy" mode cannot allow unregistered / unknown users? If my application is already set up as “multi-tenancy” mode, how can I tweak it so that guest users can submit tickets via Request Console?


 


I read this paragraph from the "Request Console - Application Settings":





 


 


Thanks,


 


Susie Cheung
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Re: ?*? Unknown / Guest User in Single-tenancy only? or Multi-tenancy aswell?

[Gayford, Matthew C.]

You can make a guest account and not specify a password, that way a user
can login under a "guest" ID and be able to submit requests.

 

Matthew C. Gayford
Technology Support Specialist - Client Services
Information Technology Systems Division
University of North Carolina Wilmington 
(910) 962-4357

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Cheung, Susie
Sent: Wednesday, May 23, 2007 3:17 PM
To: arslist@ARSLIST.ORG
Subject: ?*? Unknown / Guest User in Single-tenancy only? or
Multi-tenancy aswell?

 

** 

Hello All,

 

Quick question: is it true that "multi-tenancy" mode cannot allow
unregistered / unknown users? If my application is already set up as
"multi-tenancy" mode, how can I tweak it so that guest users can submit
tickets via Request Console?

 

I read this paragraph from the "Request Console - Application Settings":

 

 

 

Thanks,

 

Susie Cheung


This email/fax message is for the sole use of the intended
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<>

Re: How to put an Environment indicator on the Remedy User window frame

[Durrant, Michael M. - ITSD]

I use the status bar - in the lower right hand corner, the UT tells you
which server the focused form is on. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Jason Miller
Sent: Wednesday, May 23, 2007 1:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: How to put an Environment indicator on the Remedy User
window frame

You could also make the form color on one of the systems a different
color.
Granted it adds a little bit of maintenance and you will have to
remember to change it if you import the view to another server.

I made the Support Console (it was the Home Page) a nice bright pink to
remind my users that they are on the test server.

Jason

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Cheung, Susie
Sent: Wednesday, May 23, 2007 6:11 AM
To: arslist@ARSLIST.ORG
Subject: How to put an Environment indicator on the Remedy User window
frame

Hello Everyone,

I hope you are doing well.
My question is how to put an environment indicator on the Remedy User
client window frame. A lot of times, I like to have both Test and
Development running on the same screen to do comparisons, but I always
get confused with which window is Test and which is Dev. Is there a way
to do this? Thanks in advance for your input!

Susie Cheung

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Re: How to put an Environment indicator on the Remedy User window frame

[Jason Miller]

You could also make the form color on one of the systems a different color.
Granted it adds a little bit of maintenance and you will have to remember to
change it if you import the view to another server.

I made the Support Console (it was the Home Page) a nice bright pink to
remind my users that they are on the test server.

Jason

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Cheung, Susie
Sent: Wednesday, May 23, 2007 6:11 AM
To: arslist@ARSLIST.ORG
Subject: How to put an Environment indicator on the Remedy User window frame

Hello Everyone,

I hope you are doing well.
My question is how to put an environment indicator on the Remedy User 
client window frame. A lot of times, I like to have both Test and 
Development running on the same screen to do comparisons, but I always
get 
confused with which window is Test and which is Dev. Is there a way to
do 
this? Thanks in advance for your input!

Susie Cheung

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Unknown / Guest User in Single-tenancy only? or Multi-tenancy as well?

[Cheung, Susie]

Hello All,

 

Quick question: is it true that "multi-tenancy" mode cannot allow
unregistered / unknown users? If my application is already set up as
"multi-tenancy" mode, how can I tweak it so that guest users can submit
tickets via Request Console?

 

I read this paragraph from the "Request Console - Application Settings":

 

 

 

Thanks,

 

Susie Cheung


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<>

Re: Prefetch ITSM to mid-tier

[strauss]

Thanks - that was my experience, which I reported but never heard a
reason for.  I have had the most success by simply using the appadmin
account since it covers just about every permission group.

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


  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bryan Waters
Sent: Wednesday, May 23, 2007 1:32 PM
To: arslist@ARSLIST.ORG
Subject: Re: Prefetch ITSM to mid-tier


** 

The pre-fetch fails to work when using a non-ARS admin account
with a Preference Server specified in the Mid-Tier Config tool.  If you
remove the Preference Server setting, the process works with a non-ARS
Admin account.  BMC has created defect SW00261809 for the issue with a
non-ARS admin and a Preference Server setting.

 

ARS v7.0.1 patch 1

Mid-Tier v7.0.1 patch 1

 

Thanks,

Bryan Waters

 

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Tuesday, May 22, 2007 5:43 PM
To: arslist@ARSLIST.ORG
Subject: Prefetch ITSM to mid-tier

 

** 

Several months ago, Axton mentioned that a perl script to
prefetch the forms and applications to the Mid-Tier server was included
in the Mid-Tier 7 installation.  I found the sample script
(prefetchConfig.xml) in the C:Program Files\AR
System\Mid-Tier\WEB-INF\classes directory, and I have made the
modifications I believe to be necessary to prefetch the applications and
forms I want, but what I don't see is how to execute the script.

 

It's probably easy for you Perl divers out there - care to help
me out?

 

Rick Cook

__20060125___This posting was submitted with
HTML in it___ 




Email Disclaimer  
This email has been sent from the TuringSMI Group 

This message is subject to and does not create or vary any
contractual relationship between TuringSMI, SMI Technologies, SMI Telco,
its subsidiaries or affiliates and you. Internet communications are not
secure and therefore the TuringSMI Group does not accept any legal
responsibility for the contents of this message. Any views or opinions
expressed are those of the author.  This message is intended for the
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Re: Display Timezone in Mid-Tier after Login

[Geoffrey Endresen]

Using the User Preference form is a good idea. We don't require that yet.
Our highest number of users are still on Perl CGI scripts. Even if I set it
using the preferences form, I want to display it to the users.

I know that I can set the timezone to America/Los_Angeles in the mid-tier
login page to make sure all web apps now show Pacific times.

I was just hoping there was a new run process command or keyword to actually
display the text (America/Los_Angeles) on the form. I guess I'll just
compare the client time with the server time and see that they are close and
display the text ( you are viewing using the Pacific Timezone)

Thanks,
-Geoff

On 5/22/07, Robert Molenda <[EMAIL PROTECTED]> wrote:


**

Force "user preferences" to all be US-EN and PST Timezone.



That should work.



*Thanks-n-advance*;

*HDT Platform Incident / Problem Manager & Architect*
Robert Molenda
*IT OS PA*
Tel: +1 408 503 2701
Fax: +1 408 503 2912
Mobile: +1 408 472 8097
[EMAIL PROTECTED]

Quality begins with your actions.


 --

*From:* Action Request System discussion list(ARSList) [mailto:
[EMAIL PROTECTED] *On Behalf Of *Geoffrey Endresen
*Sent:* Tuesday, May 22, 2007 3:30 PM
*To:* arslist@ARSLIST.ORG
*Subject:* Display Timezone in Mid-Tier after Login



**
We have a request from our users to show Pacific Timezone on everything
instead of the local timezone of the user for a mid-tier application.

I want to display the current timezone of the user on the forms after
login to show the user what timezone applies to all dates on the form.

Any ideas?

Thanks,
-Geoff Endresen
Amazon.com
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Re: Prefetch ITSM to mid-tier

[Bryan Waters]

The pre-fetch fails to work when using a non-ARS admin account with a
Preference Server specified in the Mid-Tier Config tool.  If you remove
the Preference Server setting, the process works with a non-ARS Admin
account.  BMC has created defect SW00261809 for the issue with a non-ARS
admin and a Preference Server setting.

 

ARS v7.0.1 patch 1

Mid-Tier v7.0.1 patch 1

 

Thanks,

Bryan Waters

 

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Tuesday, May 22, 2007 5:43 PM
To: arslist@ARSLIST.ORG
Subject: Prefetch ITSM to mid-tier

 

** 

Several months ago, Axton mentioned that a perl script to prefetch the
forms and applications to the Mid-Tier server was included in the
Mid-Tier 7 installation.  I found the sample script (prefetchConfig.xml)
in the C:Program Files\AR System\Mid-Tier\WEB-INF\classes directory, and
I have made the modifications I believe to be necessary to prefetch the
applications and forms I want, but what I don't see is how to execute
the script.

 

It's probably easy for you Perl divers out there - care to help me out?

 

Rick Cook

__20060125___This posting was submitted with HTML in
it___ 


This message is subject to and does not create or vary any contractual 
relationship between TuringSMI, SMI Technologies, SMI Telco, its subsidiaries 
or affiliates and you. Internet communications are not secure and therefore the 
TuringSMI Group does not accept any legal responsibility for the contents of 
this message. Any views or opinions expressed are those of the author.  This 
message is intended for the addressee ('s) only and its contents and any 
attached files are strictly confidential. If you have received it in error, 
please contact the sender on the number above.

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Re: Anyone done a TWIKI integration (display list of tickets on a twiki page)

[Geoffrey Endresen]

Carey,

Thanks for the information. I understand the ARSperl part, it would be no
problem to create a script.

I guess I need figure out the TWIKI wrapper thing.

-Geoff


On 5/23/07, Carey Matthew Black <[EMAIL PROTECTED]> wrote:


I would actually think the hard part would be getting at the users ARS
Password. Sure ARSPerl can get you ARS data (from inside perl) if you
know the users username and password. So if you can capture the users
ARS Password (likely by asking them for it) then you should be able to
get at the data.

Or I guess you could use some kind of "blessed but limited" account to
create the ticket lists. However it would also likely require the user
to "login" to ARS to actual interact with the records after they leave
Twiki too. I would think that a readOnly WebService might be the best
way to go with this approach. It would let you publish the data in a
NON-ARS api so that it would work with most platforms/WIKI
implementations without much change in the basic design. You could use
a Read-Restricted account with enough privileges to list "Public"
information about the tickets based on a search by done for a specific
user. ( Yea...that should work out ok. :)

--
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 5/23/07, Matthew Wollman <[EMAIL PROTECTED]> wrote:
> **
>
> Not that I'm aware of, but I'm interested in this as well, because we
use
> Twiki as our knowledge base right now, and I would love to have those
> articles appear as solutions for our Service Desk. Twiki is all perl
based
> so I imagine it could be done with ARSPerl rather easily. I haven't had
the
> time to look into it though.
>
> Matthew L. Wollman


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Re: Remedy Email - the saga continues - RESOLVED

[Rick Cook]

Support finally found the problem.  In addition to the Registry settings in
HKEY_LOCAL_MACHINE's Software/Java settings, which I had changed, there is
one more in System/Services/BMC Remedy Email Engine/Parameters.  The JVM
library is set to the Java 1.4 JVM install location instead of the 1.5
location.  Put the path to the jvm.dll file, including the file name, in
that place (C:\Program Files\Java\jre1.5.0_11\bin\client\jvm.dll), and it
works.
 
I've got mail!
 
Rick 
  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Reiser, John J
Sent: Wednesday, May 23, 2007 10:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Email - the saga continues


** 
Rick,
 
The "1" needs to be replaced with the path value.
 
In the HKEY_LOCAL_MACHINE\SOFTWARE\JavaSoft\Java Runtime
Environment\1.5.0_11 entry I have c:\Program Files\Java\jre1.5.0_11 loaded
in JavaHome. (Default) is (value not set).
 
Now this is a 6.3 server but it all worked fine after I updated the
directory in the registry.
 
The JavaHome entry under the HKEY_LOCAL_MACHINE\SOFTWARE\JavaSoft\Java
Development Kit has the j2sdk path
HTH,

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



 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Wednesday, May 23, 2007 1:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Email - the saga continues


** 
I am aware that Java 1.5.0_11 doesn't update some of the Registry settings,
and I took care of the ones referenced in the KB.  You mentioned one thing,
though. Which attribute should have the Java path in it - the (Default) (in
which the path currently resides) or the JavaHome?  It seems like it should
be the JavaHome, but that didn't appear until I created a path for Java in
the system environment, and it contains a "1" now (I'm presuming that's an
indicator that the $path has been defined).
 
Rick 
  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Reiser, John J
Sent: Wednesday, May 23, 2007 10:14 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Email - the saga continues


** 
Rick,
I didn't see your earlier entries in the saga so this may be redundant.
 
Did you check the registry issue for Java Update5?
 
The registry puts a "1" instead of the fully qualified directory path for
the Java SDK files.
 



I got this from BMC Remedy support:

The root cause of the problem was due to Java 1.5.0_11 installer not

setting the correct values in the following registry keys correctly



HKEY_LOCAL_MACHINE\SOFTWARE\JavaSoft\Java Development Kit\1.5\JavaHome



HKEY_LOCAL_MACHINE\SOFTWARE\JavaSoft\Java Development

Kit\1.5.0_11\JavaHome



The correct values should indicates the path to the JDK installed

directory, eg: c:\Program Files\Java\jdk1.5.0_11



Seemed to work for me.

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


 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Wednesday, May 23, 2007 12:59 PM
To: arslist@ARSLIST.ORG
Subject: Remedy Email - the saga continues


** 
I think I have found the source of the problem, but I want to corroborate it
with other real-life users.
 
Does anyone out there have an ARS 7 implementation (I'm on 7.0.1 p2) using
the 1.5.0_11 Java SDK, and Email is working?  
 
The reason I ask is that I noticed something on Java's web page that states
that the JVM is not a separately installed component, starting with v5 (i.e.
1.5), and that, coupled with the Event errors stating that the Remedy email
service can't find the JVM (there is no JVM directory installed with Java
1.5.0_11), is making me wonder whether there are some compatibility issues
between those two products/versions.
 
So either I'm onto something, or barking up the wrong tree - either way, I'd
like to know.
 
Rick Cook
__20060125___This posting was submitted with HTML in
it___ __20060125___This posting was submitted with HTML
in it___ __20060125___This posting was submitted with
HTML in it___ __20060125___This posting was submitted
with HTML in it___ 

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Re: More Server Groups

[Robert Molenda]

They are officially supported, and we use the heck out of them, VMWare
ESX (DEV/TEST/PROD) and MS-Virtual Server (Sandboxs)

Thanks-n-advance; 
HDT Platform Incident / Problem Manager & Architect 
Robert Molenda 
IT OS PA 
Tel: +1 408 503 2701 
Fax: +1 408 503 2912 
Mobile: +1 408 472 8097 
[EMAIL PROTECTED] 
Quality begins with your actions.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Matthew Wollman
Sent: Wednesday, May 23, 2007 5:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: More Server Groups

So are Virtual Environments supported by BMC? Has anyone else used them?


Matthew L. Wollman

Supervisor of Faculty & Staff Help Desk Services
Faculty of Arts & Sciences Computer Services
Office (617) 496-8947
Cell (617) 285-6952
[EMAIL PROTECTED]


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Easter, David
Sent: Tuesday, May 22, 2007 11:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: More Server Groups

You can find the Statement of Direction for Virtual Environments at:

http://www.bmc.com/products/documents/68/66/66866/66866.pdf

The FAQ states:

Can I use the same purchased BMC Remedy licenses on multiple virtual
machines?

No, unless the license you purchased would allow for use on multiple
non-virtual systems. "Spoofing" or duplication of MAC or IP addresses to
circumvent license agreements is strictly forbidden.

Are there any pricing discounts for virtual environments?

Virtual servers will be treated as physical servers with regard to
licensing. A customer using AR System or ITSM applications within a
virtual
server based operating system is subject to all licensing agreements and
policies as if the server were a physical and non-virtual server. No
inherent discounts or changes in licensing policy will be implemented
for
virtual environments at this time.

Also note that Server group functionality is not supported for multiple
servers on one (physical or virtual) machine.  Your previous question
was
about server groups - so just covering that base in case that's what you
were thinking...

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

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Chris Doble
Sent: Monday, May 21, 2007 3:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: More Server Groups

That won't make the client a happy camper.
Sent from my Verizon Wireless BlackBerry  

-Original Message-
From: Axton <[EMAIL PROTECTED]>
Date: Mon, 21 May 2007 18:35:43 
To:arslist@ARSLIST.ORG
Subject: Re: More Server Groups

As far as I understand, yes.  The licenses are per arserver instance.
This applies to separate arserver instances inside virtual machines the
same
as it does to separate arserver instances on physical hosts.

Axton Grams

On 5/21/07, Chris Doble <[EMAIL PROTECTED]> wrote:
> **
>
> Now,
>
> If I have 2 physical servers and a total of 4 virtual servers built on

> the 2 boxes, am I going to still need 4 AR server licenses?
>
> Thank You,
>
> Chris Doble
> Mobile: 949-533-5346 __20060125___This
> posting was submitted with HTML in it___


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Re: Remedy Email - the saga continues

[Reiser, John J]

Rick,
 
The "1" needs to be replaced with the path value.
 
In the HKEY_LOCAL_MACHINE\SOFTWARE\JavaSoft\Java Runtime
Environment\1.5.0_11 entry I have c:\Program Files\Java\jre1.5.0_11
loaded in JavaHome. (Default) is (value not set).
 
Now this is a 6.3 server but it all worked fine after I updated the
directory in the registry.
 
The JavaHome entry under the HKEY_LOCAL_MACHINE\SOFTWARE\JavaSoft\Java
Development Kit has the j2sdk path
HTH,

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



 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Wednesday, May 23, 2007 1:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Email - the saga continues


** 
I am aware that Java 1.5.0_11 doesn't update some of the Registry
settings, and I took care of the ones referenced in the KB.  You
mentioned one thing, though. Which attribute should have the Java path
in it - the (Default) (in which the path currently resides) or the
JavaHome?  It seems like it should be the JavaHome, but that didn't
appear until I created a path for Java in the system environment, and it
contains a "1" now (I'm presuming that's an indicator that the $path has
been defined).
 
Rick 


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Reiser, John J
Sent: Wednesday, May 23, 2007 10:14 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Email - the saga continues


** 
Rick,
I didn't see your earlier entries in the saga so this may be redundant.
 
Did you check the registry issue for Java Update5?
 
The registry puts a "1" instead of the fully qualified directory path
for the Java SDK files.
 

I got this from BMC Remedy support:
The root cause of the problem was due to Java 1.5.0_11 installer not
setting the correct values in the following registry keys correctly

HKEY_LOCAL_MACHINE\SOFTWARE\JavaSoft\Java Development Kit\1.5\JavaHome

HKEY_LOCAL_MACHINE\SOFTWARE\JavaSoft\Java Development
Kit\1.5.0_11\JavaHome

The correct values should indicates the path to the JDK installed
directory, eg: c:\Program Files\Java\jdk1.5.0_11

Seemed to work for me.

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


 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Wednesday, May 23, 2007 12:59 PM
To: arslist@ARSLIST.ORG
Subject: Remedy Email - the saga continues


** 
I think I have found the source of the problem, but I want to
corroborate it with other real-life users.
 
Does anyone out there have an ARS 7 implementation (I'm on 7.0.1 p2)
using the 1.5.0_11 Java SDK, and Email is working?  
 
The reason I ask is that I noticed something on Java's web page that
states that the JVM is not a separately installed component, starting
with v5 (i.e. 1.5), and that, coupled with the Event errors stating that
the Remedy email service can't find the JVM (there is no JVM directory
installed with Java 1.5.0_11), is making me wonder whether there are
some compatibility issues between those two products/versions.
 
So either I'm onto something, or barking up the wrong tree - either way,
I'd like to know.
 
Rick Cook
__20060125___This posting was submitted with HTML in
it___ __20060125___This posting was submitted with
HTML in it___ __20060125___This posting was
submitted with HTML in it___ 

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Re: Remedy Email - the saga continues

[Rick Cook]

I am aware that Java 1.5.0_11 doesn't update some of the Registry settings,
and I took care of the ones referenced in the KB.  You mentioned one thing,
though. Which attribute should have the Java path in it - the (Default) (in
which the path currently resides) or the JavaHome?  It seems like it should
be the JavaHome, but that didn't appear until I created a path for Java in
the system environment, and it contains a "1" now (I'm presuming that's an
indicator that the $path has been defined).
 
Rick 
  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Reiser, John J
Sent: Wednesday, May 23, 2007 10:14 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Email - the saga continues


** 
Rick,
I didn't see your earlier entries in the saga so this may be redundant.
 
Did you check the registry issue for Java Update5?
 
The registry puts a "1" instead of the fully qualified directory path for
the Java SDK files.
 



I got this from BMC Remedy support:

The root cause of the problem was due to Java 1.5.0_11 installer not

setting the correct values in the following registry keys correctly



HKEY_LOCAL_MACHINE\SOFTWARE\JavaSoft\Java Development Kit\1.5\JavaHome



HKEY_LOCAL_MACHINE\SOFTWARE\JavaSoft\Java Development

Kit\1.5.0_11\JavaHome



The correct values should indicates the path to the JDK installed

directory, eg: c:\Program Files\Java\jdk1.5.0_11



Seemed to work for me.

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


 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Wednesday, May 23, 2007 12:59 PM
To: arslist@ARSLIST.ORG
Subject: Remedy Email - the saga continues


** 
I think I have found the source of the problem, but I want to corroborate it
with other real-life users.
 
Does anyone out there have an ARS 7 implementation (I'm on 7.0.1 p2) using
the 1.5.0_11 Java SDK, and Email is working?  
 
The reason I ask is that I noticed something on Java's web page that states
that the JVM is not a separately installed component, starting with v5 (i.e.
1.5), and that, coupled with the Event errors stating that the Remedy email
service can't find the JVM (there is no JVM directory installed with Java
1.5.0_11), is making me wonder whether there are some compatibility issues
between those two products/versions.
 
So either I'm onto something, or barking up the wrong tree - either way, I'd
like to know.
 
Rick Cook
__20060125___This posting was submitted with HTML in
it___ __20060125___This posting was submitted with HTML
in it___ 

___
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Re: Remedy Email - the saga continues

[Reiser, John J]

Rick,
I didn't see your earlier entries in the saga so this may be redundant.
 
Did you check the registry issue for Java Update5?
 
The registry puts a "1" instead of the fully qualified directory path
for the Java SDK files.
 

I got this from BMC Remedy support:
The root cause of the problem was due to Java 1.5.0_11 installer not
setting the correct values in the following registry keys correctly

HKEY_LOCAL_MACHINE\SOFTWARE\JavaSoft\Java Development Kit\1.5\JavaHome

HKEY_LOCAL_MACHINE\SOFTWARE\JavaSoft\Java Development
Kit\1.5.0_11\JavaHome

The correct values should indicates the path to the JDK installed
directory, eg: c:\Program Files\Java\jdk1.5.0_11

Seemed to work for me.

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


 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Wednesday, May 23, 2007 12:59 PM
To: arslist@ARSLIST.ORG
Subject: Remedy Email - the saga continues


** 
I think I have found the source of the problem, but I want to
corroborate it with other real-life users.
 
Does anyone out there have an ARS 7 implementation (I'm on 7.0.1 p2)
using the 1.5.0_11 Java SDK, and Email is working?  
 
The reason I ask is that I noticed something on Java's web page that
states that the JVM is not a separately installed component, starting
with v5 (i.e. 1.5), and that, coupled with the Event errors stating that
the Remedy email service can't find the JVM (there is no JVM directory
installed with Java 1.5.0_11), is making me wonder whether there are
some compatibility issues between those two products/versions.
 
So either I'm onto something, or barking up the wrong tree - either way,
I'd like to know.
 
Rick Cook
__20060125___This posting was submitted with HTML in
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Re: How to put an Environment indicator on the Remedy User window frame

[Michiel Beijen]

Susie,

I use a view field which I set with an active link if $SERVER$ =
"foo.com". This way I can keep definitions between the servers in sync
and I do have a visible cue on dev and acceptance.
--
Met vriendelijke groet / Kind regards
Michiel Beijen
__
MANSOLUTIONS
Energieweg 60-62
3771 NA Barneveld
The Netherlands
Tel. +31-(0)612968592
Mail [EMAIL PROTECTED]
Internet http://bsm.mansolutions.nl


On 5/23/07, Cheung, Susie <[EMAIL PROTECTED]> wrote:

Hello Everyone,

I hope you are doing well.
My question is how to put an environment indicator on the Remedy User
client window frame. A lot of times, I like to have both Test and
Development running on the same screen to do comparisons, but I always
get
confused with which window is Test and which is Dev. Is there a way to
do
this? Thanks in advance for your input!

Susie Cheung

This email/fax message is for the sole use of the intended
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Re: Remedy Email - the saga continues

[strauss]

The only places I used 1.5.0_11 instead of 1.4.2 are on my RKM 7.1.01
server and a couple of test machines that required 1.5. In each case I
installed the SDK, which created two directories (one jdk, one jre) that
each contain the jvm.dll:
 
C:\Program Files\Java\jdk1.5.0_11\jre\bin
C:\Program Files\Java\jre1.5.0_11\bin\client
 
C:\Program Files (x86)\Java\jdk1.5.0_11\jre\bin\client
C:\Program Files (x86)\Java\jre1.5.0_11\bin\client
 
On one of those machines, AREmail is running and working properly.

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


  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Wednesday, May 23, 2007 11:59 AM
To: arslist@ARSLIST.ORG
Subject: Remedy Email - the saga continues


** 
I think I have found the source of the problem, but I want to
corroborate it with other real-life users.
 
Does anyone out there have an ARS 7 implementation (I'm on 7.0.1
p2) using the 1.5.0_11 Java SDK, and Email is working?  
 
The reason I ask is that I noticed something on Java's web page
that states that the JVM is not a separately installed component,
starting with v5 (i.e. 1.5), and that, coupled with the Event errors
stating that the Remedy email service can't find the JVM (there is no
JVM directory installed with Java 1.5.0_11), is making me wonder whether
there are some compatibility issues between those two products/versions.
 
So either I'm onto something, or barking up the wrong tree -
either way, I'd like to know.
 
Rick Cook
__20060125___This posting was submitted with
HTML in it___ 


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Re: Highlighted Results List values do not match data in form

[Reiser, John J]

Hello Elizabeth,
 
I saw this happen once before. It was with a remote instance of MS
SQLServer though.
I think it had to do with the fact that the Sequence number is not
stored anywhere. It was made up "on the fly".
 
I had to resort to using a field that existed with stored data in it.
Though it wasn't always unique (nulls allowed) I was still able to use
the view as a lookup for other data. We didn't care about records that
had a null in the field we used as a Request ID.  
Now, it did throw errors every now and again. For our short term
purposes it worked.
 
HTH a little,

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



 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Feulner, Elizabeth C (X-KAPL A
LM Company)
Sent: Wednesday, May 23, 2007 9:32 AM
To: arslist@ARSLIST.ORG
Subject: Highlighted Results List values do not match data in form


** 
ARS 6.3  patch 20 HD 6 Windows 2003 Oracle 10g 
I created a Remedy view form so that I could access an Oracle view and
pull the data into a new remedy form.   The Oracle view consists of 3
oracle tables linked together by field DocNum.  The Oracle view has a
sequence number that gets pushed to the request id field of the new
remedy form.  Sequence number was added so that I have a unique value to
push to the Remedy view form.
 
Here's what happens.  I open the Remedy View form and search on Request
Id 9862 (sequence number from oracle).  The fields in the View form fill
in from the query, but the fields listed in the results list does not
match the data displayed on the View form fields.  The request id field
is the same on the View form and the results list, however, but all the
other fields displayed on the results list (5 of them, including DocNum)
are different that the data displayed in the fields.   If I search on a
DocNum instead of Request Id the data appears in the results list, but
the DocNum is different than what I searched on. Again, the request id
is correct but the other fields in the results list are not the same as
those in the fields. 
 
How can this be fixed so that the results list fields data matches the
data displayed on the field on the form?  
__20060125___This posting was submitted with HTML in
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WebService Timezone issue

[Michael Worts]

Hi everyone,

I wonder if you can help me with the issue.

An external application calls our Remedy Web Service and passes a number 
of parameters, one of which is Response Time.In this example the value is 
2007-05-23T19:40:00

When I go into Remedy, the date/time in the User Tool is 23/05/2007 
20:40:00

What could be adding that extra 1 hour to the value?

Many thanks,

Mike.

AR Server v6.3 Patch 20
Midtier 6.3 Patch 14

Michael Worts
Remedy Specialist
IGS, Business Consulting Services
ITIL Service Manager Certified
Tel: +44 (0)1962 822273   Mob: +44 (0)7801 755346   Internet: 
[EMAIL PROTECTED]





Unless stated otherwise above:
IBM United Kingdom Limited - Registered in England and Wales with number 
741598. 
Registered office: PO Box 41, North Harbour, Portsmouth, Hampshire PO6 3AU






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Remedy Email - the saga continues

[Rick Cook]

I think I have found the source of the problem, but I want to corroborate it
with other real-life users.
 
Does anyone out there have an ARS 7 implementation (I'm on 7.0.1 p2) using
the 1.5.0_11 Java SDK, and Email is working?  
 
The reason I ask is that I noticed something on Java's web page that states
that the JVM is not a separately installed component, starting with v5 (i.e.
1.5), and that, coupled with the Event errors stating that the Remedy email
service can't find the JVM (there is no JVM directory installed with Java
1.5.0_11), is making me wonder whether there are some compatibility issues
between those two products/versions.
 
So either I'm onto something, or barking up the wrong tree - either way, I'd
like to know.
 
Rick Cook

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Table Field

[Jack Samson]

All,

Does anyone know if you can control the chunk on a table field? If I chunk 
by 100 and am at chunk 400 and click on the column to sort, it refreshes the 
entire list and brings me back to the first chunk.


Any way to control this?  We are using version 6.03.

Thanks,

Jackson

_
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http://imagine-windowslive.com/hotmail/?locale=en-us&ocid=TXT_TAGHM_migration_HM_mini_protection_0507


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Re: How to put an Environment indicator on the Remedy User window frame

[Thad K Esser]

In the user tool, click View > Status Bar (there should be a check mark 
next to it).  In the lower right corner of the screen, it shows the server 
that the currently displayed form is from.   A little to the left of that, 
it also shows you the user that you are logged in as, if you needed that 
info as well.

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



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

05/23/2007 06:24 AM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: How to put an Environment indicator on the Remedy User window frame






One method is to display the name of the server in a field on one or
more forms. 

Stephen
 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Cheung, Susie
Sent: Wednesday, May 23, 2007 9:11 AM
To: arslist@ARSLIST.ORG
Subject: How to put an Environment indicator on the Remedy User window
frame

Hello Everyone,

I hope you are doing well.
My question is how to put an environment indicator on the Remedy User
client window frame. A lot of times, I like to have both Test and
Development running on the same screen to do comparisons, but I always
get confused with which window is Test and which is Dev. Is there a way
to do this? Thanks in advance for your input!

Susie Cheung

This email/fax message is for the sole use of the intended
recipient(s) and may contain confidential and privileged information.
Any unauthorized review, use, disclosure or distribution of this
email/fax is prohibited. If you are not the intended recipient, please
destroy all paper and electronic copies of the original message.


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information that may be confidential or privileged, and is intended solely for 
the entity or individual to whom it is addressed.  If you are not the intended 
recipient, you should delete this message and are hereby notified that any 
disclosure, copying, or distribution of this message is strictly prohibited.  
Nothing in this email, including any attachment, is intended to be a legally 
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Re: Set Field Function

[Payne, George]

Wouldn't that be something like UPPER(LEFT(Target_String,1)) +
SUBSTR(Target_String,2)

 

Leave the optional LENGTH value off of the SUBSTR function to get the
rest of the text.

 

Gp

 

George Payne

Assistant Director, User Services

Information Technology Services

University of Texas at Austin

512.232.7513



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kevin Thornley
Sent: Wednesday, May 23, 2007 9:58 AM
To: arslist@ARSLIST.ORG
Subject: Set Field Function

 

 

All 

I can't seem to figure out the formula to set the first character only
in a field to uppercase. 

Thanks 
Kevin 

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Re: C API: Setting Date/Time Value.

[Mikhail]

thank you very much!
i'll try this out!

On May 22, 11:59 pm, Jarl Grøneng <[EMAIL PROTECTED]> wrote:
> Hi,
>
> This is how I'm doing it
>
> 
>
> long ltime;
> time(
> ...value.dataType  =AR_DATA_TYPE_TIME
> ...value.u.timeVal = ltime;
>
> --
> Jarl
>
> On 5/22/07, Mikhail <[EMAIL PROTECTED]> wrote:
>
>
>
>
>
> > Hello List,
> > I have a few questions regarding setting a value for the field with
> > data type "Date/Time" in a CAPI.
>
> > Which one should I use? AR_DATA_TYPE_TIME? or AR_DATA_TYPE_DATE?
> > Also how can I set it to $TODAY$ (the time and date as we speak)?
>
> > An example value for the Date/Type data type would be "5/18/07 1:15:34
> > PM"
>
> > Thanks,
> > Mikhail
>
> > ___­
> > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.orgARSlist:"Where the 
> > Answers Are"
>
> ___­
> UNSUBSCRIBE or access ARSlist Archives atwww.arslist.orgARSlist:"Where the 
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>
> - Show quoted text -

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Re: BMC ITSM vs. Tivoli?

[Guillaume Rheault]

>From what I heard about some TSD (Tivoli Service Desk) consultants, it was 
>(is) very hard to find people that know KML enough to customize the TSD suite 
>in a reasonable amount of time. It's even much harder to get KML programmers 
>than COBOL programmers! I guess you could find Modula programmers easier 
>too

The reason why Peregrine bought TSD is to kill it and then entice (more like 
force) the 1500 customers at that time to switch to ServiceCenter. That was the 
reason why Peregrine did that. They killed TSD 3 months after acquiring it, and 
to add insult to injury, they outsourced all TSD support to a third party!

 



From: William Rentfrow
Sent: Wed 05/23/07 1:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: BMC ITSM vs. Tivoli?


** 
KML = Knowledge Management Language

Rumor has (had?) it the language was an early attempt at trying to create some 
type of artificial intelligence for making fuzzy logic decisions.  I don't know 
what the real method to their madness was - but there certainly was a madness 
to their method.

Still though it had some great features - like full control of transactional 
processing and all elements of what was going on in the system.  You could 
literally change anything you wanted to with it.  If, of course, you wanted to 
type it out character by character, line by line.  I think the biggest project 
we ever did added something like 100,000 lines of code to a base product of 
200,000 or so lines of code.

I can still code in it if I have to - but it's like trying to remember my high 
school French lessons at this point.

As for the reasons IBM/Tivoli "dropped" the EA/TSD Service Desk line of 
products was actually fairly simple - they quit selling it.  They just started 
bundling it with their standard Tivoli apps and didn't sell the implementation 
services.  Specifically they refused to compensate their sales people for the 
implementations for the product and they weren't charging for the product 
itself so there was no reason whatsoever for the sales people to do anything 
with it.  It quickly became shelfware and nothing more.

Why Peregrine paid more than $10 for it is a mystery to this day.  But then 
again Peregrine did seem to have some accounting issues :)




From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of L. J. Head
Sent: Monday, May 21, 2007 8:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC ITSM vs. Tivoli?


** 
I think it's actual acronym stood for 'Krappy Monotonous to program in 
Language'I was forced to 'Learn' it to modify it for a company I previously 
worked for




From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Guillaume Rheault
Sent: Monday, May 21, 2007 7:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC ITSM vs. Tivoli?


** 
Scott,

One of the reasons the Tivoli Service Desk was "dropped" by IBM is because the 
core programming language these applications were built in is an obscure 
language called KML. Just so you know, this KML language is an object oriented 
language, it is not the Keyhole Markup Language. I don't know what the acronym 
means though...

Guillaume





From: Scott Hammons
Sent: Wed 05/16/07 8:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC ITSM vs. Tivoli?


** 
Emad,

Thank you for the clarification.  I was just passing on the information that I 
know at this time.  It appears that IBM will be putting quite a bit of its R&D 
effort into improving the Maximo product.  IBM already has a change management 
utility incorporated with it's CCMDB product.  By the way some of the people 
that have told me the benefits of the IBM product line are ex-Remedy people 
that went to Maximo after being let go by BMC.  

Personally I always thought it was a big mistake for IBM to let go of their 
original service product.  I'm a big fan of the Remedy product line and it 
looks like IBM has made these moves to go head to head with Remedy.  I guess 
time will tell if it is a good move or not.  

Thanks,

Scott



From: Action Request System discussion list(ARSList) on behalf of Emad Zaky
Sent: Wed 5/16/2007 16:07
To: arslist@ARSLIST.ORG
Subject: Re: BMC ITSM vs. Tivoli?


** 
I am sorry Scott,
The Asset part in Maximo is good, since that's what Maximo was originally built 
for
The rest of Maximo's ITSM still needs to evolve in a lot of aspects to compete 
with Remedy as well as other well established  ITSM apps...

 
On 5/16/07, Scott Hammons <[EMAIL PROTECTED]> wrote: 
** 
Correction.  IBM purchased a company called Maximo that has a service desk and 
asset management component.  IBM also has CMDB called Change and Configuration 
Management Database (CCMDB).  I can get info on this products out to you if you 
contact me off list.  It appears to me that they are jumping back into the game 
through acquisition.  From what I've heard about the product and it appears to 
compete well with the Remedy product suite. 

Hope this helps,

Scott

Sc

Resolved RE: Set Field Function

[Kevin Thornley]

 
Thanks so much !

 


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: Wednesday, May 23, 2007 8:06 AM
To: arslist@ARSLIST.ORG
Subject: Re: Set Field Function


** 
How about something like
 
UPPER(LEFT($field$,1)) + SUBSTR($field$,1)
 
Fred



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kevin Thornley
Sent: Wednesday, May 23, 2007 9:58 AM
To: arslist@ARSLIST.ORG
Subject: Set Field Function


** 


All 

I can't seem to figure out the formula to set the first character only
in a field to uppercase. 

Thanks 
Kevin  

 

__20060125___This posting was submitted with HTML in
it___ 

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Re: Set Field Function

[Grooms, Frederick W]

How about something like
 
UPPER(LEFT($field$,1)) + SUBSTR($field$,1)
 
Fred



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kevin Thornley
Sent: Wednesday, May 23, 2007 9:58 AM
To: arslist@ARSLIST.ORG
Subject: Set Field Function


** 


All 

I can't seem to figure out the formula to set the first character only
in a field to uppercase. 

Thanks 
Kevin  

 


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Set Field Function

[Kevin Thornley]

All

I can't seem to figure out the formula to set the first character only
in a field to uppercase.

Thanks
Kevin

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Still having problems with Flashboards, anybody have any ideas ?

[Mosco, John D.]

All,
I still have no answer on this. I built a flashboard with bar graphs,
then used text fields and viertical lines to make it clear to read. They all
appear to be behind the flashboard in Remedy User (6.X) but they are 'brought
to front' in remedy admin. Any body know how to fix this ???

I am unable to get an answer from remedy support right now because
apparently our support contract ran out, which I am working on fixing. 
 
Thanks,

John
 
-Original Message-
From: Mosco, John D. 
Sent: Tuesday, May 22, 2007 12:22 PM
To: 'arslist@ARSLIST.ORG'
Subject: RE: Flashboards not cooperating.


I want to use vertical, horizontal lines and text boxes (im in version 6.x).
I don't understand it if I pull the fields above the flashboard it shows, and
I have already brought to front. It displays correctly in Admin but not in
user. 
 
 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Tuesday, May 22, 2007 11:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: Flashboards not cooperating.

What were you able to do with the text fields that you couldn't do
with the flashboards axis labels?  In 7.x (maybe for earlier
versions), you can set the font type, size, style, etc for any of the
text labels within the fb.

Axton Grams

On 5/22/07, Mosco, John D. <[EMAIL PROTECTED]> wrote:
> **
>
>
>
>
>
> All,
>
>   Have a flashboard that I built using bar graph to display certain
> variables of types of tickets.  After building the flashboard I created
text
> fields on top of it so I could label the bars and areas better. They
display
> in remedy admin but not in user.
>
>
>
> Permissions are correct
> Views are correct
> It's brought to front, and yet it is sitting behind the flashboard, if I
> move the fields above the board they show.
>
>
>
> Any ideas ?
>
>
>
>  John Mosco
>  W01/GS-11
>  IT Coordinator
>  Customer Support Manager
>  PNG JFHQ J6
>  Com: 717-861-8143
>  DSN: 312-491-8143
>  Fax:  717-861-8414
>
>
>  CALL, FAX, or EMAIL the Pennsylvania National Guard Operations Desk and
> start a REMEDY Ticket for all RCAS issues or requests.
>
>  Operations Desk Commercial: 717.861.2899
>  Operations Desk DSN: 312.491.2899
>  Operations Desk FAX: 717.861.8414
>  [EMAIL PROTECTED]
>
> "Do not withhold good from those who deserve it, when it is in your power
to
> act."
>
>Proverbs 3:27
>
>
>
>
>
>  
>
>
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Welton Bryant
>  Sent: Tuesday, May 22, 2007 10:51 AM
>  To: arslist@ARSLIST.ORG
>  Subject: Re: AR Email Can't connect error?-FIXED
>
>
>
>
>
>
>
> Thanks,
>
>
>
>
>
> The Remedy Application Service password worked and is now connecting.
>
>
>
> Welton
>
>
>
>
>
>   __20060125___This posting was
> submitted with HTML in it___
> __20060125___This posting was submitted
> with HTML in it___ __20060125___This
> posting was submitted with HTML in it___
> __20060125___This posting was submitted
> with HTML in it___ __20060125___This
> posting was submitted with HTML in it___
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> with HTML in it___

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Re: Anyone done a TWIKI integration (display list of tickets on a twiki page)

[Carey Matthew Black]

I would actually think the hard part would be getting at the users ARS
Password. Sure ARSPerl can get you ARS data (from inside perl) if you
know the users username and password. So if you can capture the users
ARS Password (likely by asking them for it) then you should be able to
get at the data.

Or I guess you could use some kind of "blessed but limited" account to
create the ticket lists. However it would also likely require the user
to "login" to ARS to actual interact with the records after they leave
Twiki too. I would think that a readOnly WebService might be the best
way to go with this approach. It would let you publish the data in a
NON-ARS api so that it would work with most platforms/WIKI
implementations without much change in the basic design. You could use
a Read-Restricted account with enough privileges to list "Public"
information about the tickets based on a search by done for a specific
user. ( Yea...that should work out ok. :)

--
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 5/23/07, Matthew Wollman <[EMAIL PROTECTED]> wrote:

**

Not that I'm aware of, but I'm interested in this as well, because we use
Twiki as our knowledge base right now, and I would love to have those
articles appear as solutions for our Service Desk. Twiki is all perl based
so I imagine it could be done with ARSPerl rather easily. I haven't had the
time to look into it though.

Matthew L. Wollman


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Re: Extracting Date from Date/Time Field - need help!

[Grooms, Frederick W]

In a Set Fields Action
$Your Date/Time Field$ = $Your Date/Time Field$ + 3600
 
3600 = Seconds in an hour  ( 60 x 60 )
 
Fred




From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Morris, Dave (MOH)
Sent: Wednesday, May 23, 2007 8:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: Extracting Date from Date/Time Field - need help!


** 

I've looked for a straightforward way to add an hour to the Date/Time,
but haven't found that yet.  Is there a function to add time to a
Date/Time (that I couldn't find)?

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: May 22, 2007 6:22 PM
To: arslist@arslist.org
Subject: Re: Extracting Date from Date/Time Field - need help!

 

Since all you want is the date (and all oof your dates went in at 12
midnight) you can add an hour (or more) to your Date/Time value before
moving it to the Date field.  That should guarantee you are in the
correct date.

 

 

Fred

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Morris, Dave (MOH)
Sent: Tuesday, May 22, 2007 5:01 PM
To: arslist@ARSLIST.ORG
Subject: Extracting Date from Date/Time Field - need help!

** 

We've imported our Dates into a Date/Time field, and we're now running
into problems with dates in the "3 weeks early" Daylight Savings Time
(DST) change. The Date went in as the specified date at 12:00:00AM, but
when we extract a date between March 11 and April 1 inclusive the hour
is decremented to 11PM the day before and the day is decremented by one.


 

I've created a new field that is a Date field and moved the contents of
the Date/Time into date, guessing that the time would simply be
truncated, but the DST calculation takes place first and I get the wrong
date!

 

We're a few patches behind in Server 6.3 (currently at Patch 12), but
patching up to the current level is presently not an option. 

 

Has anyone worked out a solution to this (interesting but annoying)
problem?

 

 

Dave Morris

Ontario Ministry of Health and Long-Term Care

Health Services Programs I&IT Branch

Health Services Cluster

49 Place d'Armes, 4th Floor

Kingston, Ont. K7L 5J3

* (613) 548-6473 / *Fax: (613) 548-6539

*<>

 

   

 

 

 

 


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<><>

Re: Extracting Date from Date/Time Field - need help!

[Morris, Dave (MOH)]

I've looked for a straightforward way to add an hour to the Date/Time,
but haven't found that yet.  Is there a function to add time to a
Date/Time (that I couldn't find)?

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: May 22, 2007 6:22 PM
To: arslist@arslist.org
Subject: Re: Extracting Date from Date/Time Field - need help!

 

Since all you want is the date (and all oof your dates went in at 12
midnight) you can add an hour (or more) to your Date/Time value before
moving it to the Date field.  That should guarantee you are in the
correct date.

 

 

Fred

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Morris, Dave (MOH)
Sent: Tuesday, May 22, 2007 5:01 PM
To: arslist@ARSLIST.ORG
Subject: Extracting Date from Date/Time Field - need help!

** 

We've imported our Dates into a Date/Time field, and we're now running
into problems with dates in the "3 weeks early" Daylight Savings Time
(DST) change. The Date went in as the specified date at 12:00:00AM, but
when we extract a date between March 11 and April 1 inclusive the hour
is decremented to 11PM the day before and the day is decremented by one.


 

I've created a new field that is a Date field and moved the contents of
the Date/Time into date, guessing that the time would simply be
truncated, but the DST calculation takes place first and I get the wrong
date!

 

We're a few patches behind in Server 6.3 (currently at Patch 12), but
patching up to the current level is presently not an option. 

 

Has anyone worked out a solution to this (interesting but annoying)
problem?

 

 

Dave Morris

Ontario Ministry of Health and Long-Term Care

Health Services Programs I&IT Branch

Health Services Cluster

49 Place d'Armes, 4th Floor

Kingston, Ont. K7L 5J3

* (613) 548-6473 / *Fax: (613) 548-6539

*<>

 

   

 

 

 

 

__20060125___This posting was submitted with HTML in
it___

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Re: Flashboards not cooperating.

[Mosco, John D.]

All,
I still have no answer on this. I built a flashboard with bar graphs,
then used text fields and viertical lines to make it clear to read. They all
appear to be behind the flashboard in Remedy User (6.X) but they are 'brought
to front' in remedy admin. Any body know how to fix this ???
 
Thanks,

John
 
-Original Message-
From: Mosco, John D. 
Sent: Tuesday, May 22, 2007 12:22 PM
To: 'arslist@ARSLIST.ORG'
Subject: RE: Flashboards not cooperating.


I want to use vertical, horizontal lines and text boxes (im in version 6.x).
I don't understand it if I pull the fields above the flashboard it shows, and
I have already brought to front. It displays correctly in Admin but not in
user. 
 
 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Tuesday, May 22, 2007 11:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: Flashboards not cooperating.

What were you able to do with the text fields that you couldn't do
with the flashboards axis labels?  In 7.x (maybe for earlier
versions), you can set the font type, size, style, etc for any of the
text labels within the fb.

Axton Grams

On 5/22/07, Mosco, John D. <[EMAIL PROTECTED]> wrote:
> **
>
>
>
>
>
> All,
>
>   Have a flashboard that I built using bar graph to display certain
> variables of types of tickets.  After building the flashboard I created
text
> fields on top of it so I could label the bars and areas better. They
display
> in remedy admin but not in user.
>
>
>
> Permissions are correct
> Views are correct
> It's brought to front, and yet it is sitting behind the flashboard, if I
> move the fields above the board they show.
>
>
>
> Any ideas ?
>
>
>
>  John Mosco
>  W01/GS-11
>  IT Coordinator
>  Customer Support Manager
>  PNG JFHQ J6
>  Com: 717-861-8143
>  DSN: 312-491-8143
>  Fax:  717-861-8414
>
>
>  CALL, FAX, or EMAIL the Pennsylvania National Guard Operations Desk and
> start a REMEDY Ticket for all RCAS issues or requests.
>
>  Operations Desk Commercial: 717.861.2899
>  Operations Desk DSN: 312.491.2899
>  Operations Desk FAX: 717.861.8414
>  [EMAIL PROTECTED]
>
> "Do not withhold good from those who deserve it, when it is in your power
to
> act."
>
>Proverbs 3:27
>
>
>
>
>
>  
>
>
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Welton Bryant
>  Sent: Tuesday, May 22, 2007 10:51 AM
>  To: arslist@ARSLIST.ORG
>  Subject: Re: AR Email Can't connect error?-FIXED
>
>
>
>
>
>
>
> Thanks,
>
>
>
>
>
> The Remedy Application Service password worked and is now connecting.
>
>
>
> Welton
>
>
>
>
>
>   __20060125___This posting was
> submitted with HTML in it___
> __20060125___This posting was submitted
> with HTML in it___ __20060125___This
> posting was submitted with HTML in it___
> __20060125___This posting was submitted
> with HTML in it___ __20060125___This
> posting was submitted with HTML in it___
> __20060125___This posting was submitted
> with HTML in it___

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Highlighted Results List values do not match data in form

[Liz Feulner]

ARS 6.3  patch 20 HD 6 Windows 2003 Oracle 10g 
I created a Remedy view form so that I could access an Oracle view and pull the 
data into a new remedy form.   The Oracle view consists of 3 oracle tables 
linked together by field DocNum.  The Oracle view has a sequence number that 
gets pushed to the request id field of the new remedy form.  Sequence number 
was added so that I have a unique value to push to the Remedy view form.

Here's what happens.  I open the Remedy View form and search on Request Id 9862 
(sequence number from oracle).  The fields in the View form fill in from the 
query, but the fields listed in the results list does not match the data 
displayed on the View form fields.  The request id field is the same on the 
View form and the results list, however, but all the other fields displayed on 
the results list (5 of them, including DocNum) are different that the data 
displayed in the fields.   If I search on a DocNum instead of Request Id the 
data appears in the results list, but the DocNum is different than what I 
searched on. Again, the request id is correct but the other fields in the 
results list are not the same as those in the fields. 

How can this be fixed so that the results list fields data matches the data 
displayed on the field on the form?

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Re: ardbc file system plugin for version 7

[Grooms, Frederick W]

Check the plugin log to see if it loads.  I haven't tried v7 but I seem
to remember someone saying you had to type in the RMDY ARDBC.FILESYS the
first time you used it.  It is like the menu only shows the ones you
have used not what is loaded in the system.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mauro Pedone
Sent: Wednesday, May 23, 2007 4:37 AM
To: arslist@ARSLIST.ORG
Subject: ardbc file system plugin for version 7


** 
Hello
I try to setup the ardbc file system plugin for version 7
using the version 5 code
 
I compile with arapi70.lib
and add
Plugin: ardbcfs.dll
to the ar.cfg file and reboot the Remedy service
 
when I create a Vendor Form I don't see the 
the entry  "RMDY.ARDBC.FILESYS"
 
where is the problem?
Thank you
 
 

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Re: Description Field Search using %value% on HPD:Helpdesk.

[Grooms, Frederick W]

Jase,
  There are several different utilities to analyse an SQL log available
for free out there.  What Susan said is correct.  Turn on the SQL
Logging.  You can then do a search in the log for the string or use one
of the utilities to look for SQL commands that take a long time to run.
 
A good place to look is http://www.mattreinfeldt.com/site/  ( Check the
Downloads -> Utilities section )
 
Fred



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer
Sent: Tuesday, May 22, 2007 7:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: Description Field Search using %value% on HPD:Helpdesk.


** You might consider turning on SQL logging.  Do it in maybe 2 hours
stages so the file is workable.  Then do a search for that string.  It
should tell you who is doing it.  It will take some work

Susan


On 5/22/07, Jase Brandon <[EMAIL PROTECTED]> wrote: 

** 
Hi Listers,
Help Desk 7.0 Patch 002
 
Description field on HPD:Helpdesk is being hit  by an unknown
user searching with the advanced search bar using %value%.
Decription field has QBE of "leading" and has no FTS indexes
built. Needless to say this is causing performance problems. I talked to
our DBA, he only sees the user of "aradmin" instead of actual username,
our system lacks AD Passthrough so I can't talk to the person causing
the search problem.
Does anyone have a best practice on how to handle this issue?
Other than a "Don't do That" email to all users, and without knowing the
offender's id, I can't think of a way to stop this off the top of my
head. I thought some of you guys/gals may have run into a similiar
situation in the past.
Thanks in Advance and my apologies for the newbie question. 
 
Jase 
DaVita Inc.  
 


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Re: How to put an Environment indicator on the Remedy User window frame

[Heider, Stephen]

One method is to display the name of the server in a field on one or
more forms. 

Stephen
 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Cheung, Susie
Sent: Wednesday, May 23, 2007 9:11 AM
To: arslist@ARSLIST.ORG
Subject: How to put an Environment indicator on the Remedy User window
frame

Hello Everyone,

I hope you are doing well.
My question is how to put an environment indicator on the Remedy User
client window frame. A lot of times, I like to have both Test and
Development running on the same screen to do comparisons, but I always
get confused with which window is Test and which is Dev. Is there a way
to do this? Thanks in advance for your input!

Susie Cheung

This email/fax message is for the sole use of the intended
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Any unauthorized review, use, disclosure or distribution of this
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How to put an Environment indicator on the Remedy User window frame

[Cheung, Susie]

Hello Everyone,

I hope you are doing well.
My question is how to put an environment indicator on the Remedy User 
client window frame. A lot of times, I like to have both Test and 
Development running on the same screen to do comparisons, but I always
get 
confused with which window is Test and which is Dev. Is there a way to
do 
this? Thanks in advance for your input!

Susie Cheung

This email/fax message is for the sole use of the intended
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Any unauthorized review, use, disclosure or distribution of this
email/fax is prohibited. If you are not the intended recipient, please
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Re: More Server Groups

[Matthew Wollman]

So are Virtual Environments supported by BMC? Has anyone else used them?


Matthew L. Wollman

Supervisor of Faculty & Staff Help Desk Services
Faculty of Arts & Sciences Computer Services
Office (617) 496-8947
Cell (617) 285-6952
[EMAIL PROTECTED]


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Easter, David
Sent: Tuesday, May 22, 2007 11:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: More Server Groups

You can find the Statement of Direction for Virtual Environments at:

http://www.bmc.com/products/documents/68/66/66866/66866.pdf

The FAQ states:

Can I use the same purchased BMC Remedy licenses on multiple virtual
machines?

No, unless the license you purchased would allow for use on multiple
non-virtual systems. "Spoofing" or duplication of MAC or IP addresses to
circumvent license agreements is strictly forbidden.

Are there any pricing discounts for virtual environments?

Virtual servers will be treated as physical servers with regard to
licensing. A customer using AR System or ITSM applications within a virtual
server based operating system is subject to all licensing agreements and
policies as if the server were a physical and non-virtual server. No
inherent discounts or changes in licensing policy will be implemented for
virtual environments at this time.

Also note that Server group functionality is not supported for multiple
servers on one (physical or virtual) machine.  Your previous question was
about server groups - so just covering that base in case that's what you
were thinking...

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

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Chris Doble
Sent: Monday, May 21, 2007 3:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: More Server Groups

That won't make the client a happy camper.
Sent from my Verizon Wireless BlackBerry  

-Original Message-
From: Axton <[EMAIL PROTECTED]>
Date: Mon, 21 May 2007 18:35:43 
To:arslist@ARSLIST.ORG
Subject: Re: More Server Groups

As far as I understand, yes.  The licenses are per arserver instance.
This applies to separate arserver instances inside virtual machines the same
as it does to separate arserver instances on physical hosts.

Axton Grams

On 5/21/07, Chris Doble <[EMAIL PROTECTED]> wrote:
> **
>
> Now,
>
> If I have 2 physical servers and a total of 4 virtual servers built on

> the 2 boxes, am I going to still need 4 AR server licenses?
>
> Thank You,
>
> Chris Doble
> Mobile: 949-533-5346 __20060125___This
> posting was submitted with HTML in it___


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Re: Anyone done a TWIKI integration (display list of tickets on a twiki page)

[Matthew Wollman]

Not that I'm aware of, but I'm interested in this as well, because we use
Twiki as our knowledge base right now, and I would love to have those
articles appear as solutions for our Service Desk. Twiki is all perl based
so I imagine it could be done with ARSPerl rather easily. I haven't had the
time to look into it though.
 

Matthew L. Wollman

Supervisor of Faculty & Staff Help Desk Services
Faculty of Arts & Sciences Computer Services
Office (617) 496-8947
Cell (617) 285-6952
[EMAIL PROTECTED]

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Geoffrey Endresen
Sent: Monday, May 21, 2007 2:04 PM
To: arslist@ARSLIST.ORG
Subject: Anyone done a TWIKI integration (display list of tickets on a twiki
page)


** It's been a while since I've posted. ... :0)

Just wondering if anyone has written a TWIKI plug for AR System

Thanks
-Geoff Endresen
Amazon.com
__20060125___This posting was submitted with HTML in
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Re: Automatic Relationships

[Tony Worthington]

Chris -

Is there a reason you're storing people in BMC_Person in addition to 
CTM:People?  CI relationships for people and groups are built on 
CTM:People, not Person.  Unless you don't have Asset Management?

Check out AST:AssetPeople.

You'll probably benefit from reading through the BMC Remedy ITSM 7.0 
Architecture docs available on support web.  Specifically page 72/73

hth,
tony

-- 
Tony Worthington
[EMAIL PROTECTED]
262-703-5911



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

05/22/2007 01:12 PM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Automatic Relationships






** 
Hi All,
 
Is there a simple way to relate (in ARSystem 7.x, COMB 2.x) person 
information with asset information?
 
Specifically;
 
1. I have many assets listed as CI item BMC_Computer System
2. I have many people identified as CI item BMC_Person
3. I also have all these people in CRM:People
 
I need a simple way to relate the BMC_Person to BMC_Computer System so 
that during an incident, Change... that persons related assets can be 
displayed correctly.
 
I know it can be done manually on an ad-hoc basis. BMC tells me there are 
2 ways to do this. The first is ad-hoc. The second is to have their 
professional services do it for me.
 
Any ideas are much appreciated.
 
Thank You,
 
Chris Doble
Mobile: 949-533-5346
__20060125___This posting was submitted with HTML in 
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Re: IM 7.x Overview Console times out

[Chris Williams]

Rick,
   I've seen a strange issue with the overview console caused by the Plugin
Server, but cannot remember if the symptom was ARERR 94 specifically...

In your arerror.log or armonitor.log files, do you see evidence of the
Plugin Server crashing and re-starting?

Cheers
Chris.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Tuesday, May 22, 2007 6:49 PM
To: arslist@ARSLIST.ORG
Subject: IM 7.x Overview Console times out

** 
When I am on the IM Console and select the Overview Console, the application
sits with an hourglass for a few minutes, then returns ARERR 94.  Anybody
overcome this issue?
 
I didn't find a KB entry to cover this.  The only one even close said it
would be addressed in 7.0 P3, and I'm on 7.0.2 P3 already.
 
Rick Cook
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ardbc file system plugin for version 7

[Mauro Pedone]

Hello
I try to setup the ardbc file system plugin for version 7
using the version 5 code

I compile with arapi70.lib
and add
Plugin: ardbcfs.dll
to the ar.cfg file and reboot the Remedy service

when I create a Vendor Form I don't see the
the entry  "RMDY.ARDBC.FILESYS"

where is the problem?
Thank you

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How to create JOIN schema with Remedy C API

[Beketov Danila]

Hi, listers

 

It's me with the same question. How to create join qualification with
Remedy C API? I use ARCreateSchema to create join form, but I don't know
how to specify join criteria in ARCompoundSchema structure. Of cause,
join criteria must consist of fields, which are in different forms.

 

Danila


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