Re: View Form Issue
I use a number of view forms in the same manner and I always set the record ID field to int, 4. Never had a problem with this. Kind Regards, Basil Webster Siemens IT Solutions and Services (Pty) Ltd Remedy Developer Local Production Centre Infrastructure Operations Siemens Southern Africa Main : +27 11 652-2000 Direct : +27 11 652-7220 Fax : +27 11 6527501 Mobile : +27 82 4529389 E-mail : [EMAIL PROTECTED] www.siemens.co.za From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger Sent: 12 June 2007 22:23 To: arslist@ARSLIST.ORG Subject: View Form Issue Hello All, ARS 6.3 patch 16 WIN2K SQL2003 I am having a problem creating a View Form from a sql view. This view is a join of several tables in different databases. The JOIN criterion is the record ID for the main table. This also happens to be the only column I cannot see after loading the view into a View From object. I am wondering if anyone has experienced this issue before. Aradmin does have read and write permissions on all columns on all tables but I cannot see this one column. Thanks, Roger A. Nall Manager, OSSNMS Remedy T-Mobile USA Desk: 813-348-2556(New) Cell: 973-652-6723 FAX: 813-348-2565 sf49fanv AIM IM RogerNall Yahoo IM __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Introducing 'Feeds' plug-in to AR System MidTier...
Carey\Axton, Sorry about all the hoops that folks had to go thru to download utilities\libraries etc. David Easter (PM) mentioned in one of the mails that new Dev Community site is in the works and that'll hopefully solve these issues once and for all. About support for the plug-in and open sourcing the code: Releasing it in the open source and\or support by BMC are being discussed internally and 'll know more soon. Meanwhile, I am hoping to get feedback and refine it further. Hope that helps... Maruthi == Maruthi, After fighting with the developer community web site a bit I was able to get to the downloads. ( Maybe there is some issue with Java v6 on the client? I do not remember having theses issues in previous visits to the community web site, and I noticed that the v6 Applet thingy[technical term] had to update itself before the site would display. ) Anyway... According to the M$ word FeedsandARSystem.doc documentation for this DFV this plugin is not going to be supported by BMC. Is it possible to get the source code published to the Developer Community? I would think that it would be a very small set of companies that would use a closed source and unsupported feature as part of any business practice that they are going to rely on. IMHO, BMC needs to either support things like this, or release the code so that others can review/verify and then maybe even support it for BMC. -- 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 6/12/07, Dogiparthi, Maruthi [EMAIL PROTECTED] wrote: Hi Axton, I am unable to use this site. I can log using two browsers (IE and FireFox), which is nice (since this is no longer possible with newer versions of the mid-tier), but in neither case can I get to the downloads. The table does not refresh, the buttons all return errors; when I did manage to get the table to refresh, I found the feed plugin, but the View Downloads window that was presented contained no data. [maruthi] It looks like logging into support website and then logging into devCommunity seems to do the trick for some of you. Meanwhile, I'll enquire if there are alternative means to make this plug-in available. If you are willing to release the source under an OSI approved license (http://www.opensource.org/licenses/alphabetical), I will gladly host it on arswiki (http://arswiki.org/projects). It seems to work pretty well with just about all browsers, flavors and versions of java or lack of java, and platforms. Axton Grams ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Unable to Integrate ClearCase with Remedy
Hi Listers, ARS: 7.01 OS: Solaris I am trying to integrate ClearCase with remedy. Followed the instructions done whatever was mentioned in the setup pages from the Adv guide. The issue is that the Source Control menu options are still disabled. I can see an extra column in the admin which says Not in SC but I cannot import it in ClearCase as that option is still disabled and other SC options. I have done all the changes in server information too. checked the ar.conf file and all the changes are there. Any suggestions...? Cheers Ankur ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
[no subject]
Hi, Can anyone help me getting information on Remedy-Clarify real time and batch integration, any document presentation would be helpful to present to my customer. Cheers Suhail. Practice Manager - TIS (BSM Managed Services Product Support) The information contained in this electronic message and any attachments to this message are intended for the exclusive use of the addressee(s) and may contain proprietary, confidential or privileged information. If you are not the intended recipient, you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately and destroy all copies of this message and any attachments. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email. www.wipro.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Remedy-Clarify Integration Notes Required
Hi, Can anyone help me getting information on Remedy-Clarify real time and batch integration, any document presentation would be helpful to present to my customer. Cheers Suhail. Practice Manager - TIS (BSM Managed Services Product Support) The information contained in this electronic message and any attachments to this message are intended for the exclusive use of the addressee(s) and may contain proprietary, confidential or privileged information. If you are not the intended recipient, you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately and destroy all copies of this message and any attachments. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email. www.wipro.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Email template problem
Hello, but some thing like that did not happen. you see attaching a template to mail box configuration does not make the email to have the template. attaching the template to notification also does not make the email to have the template. But if in email message form I create a new email and add the template manually in advance function the email will contain the template. Thanks Roseta -- View this message in context: http://www.nabble.com/Email-template-problem-tf3907008.html#a11093903 Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
JOBS :: Contract Permanent :: UK
Good Morning List, I hope you are all well. TuringSMI Resource Management are seeking consultants with ITSM v7 experience for clients in the UK, both contract and permanent placements. We are also keen to find individuals with BMC SIM (Service Impact Manager) experience as a matter of urgency. If you, or someone you know, would like to find out more about these opportunities please contact me off-list and I will be happy to explain in more detail. I look forward to hearing from you and wish you all a pleasant day. Kind regards, Rachel Rachel Kerwick MREC, CertRP ResourceManagement a division of TuringSMI 200 Brook Drive, Green Park, Reading, Berkshire, RG2 6UB Office: +44 (0) 1189 256049 Mobile: +44 (0) 7875 431604 Fax: +44 (0) 1189 497221 Website: www.turingsmi.com BLOCKED::http://www.turingsmi.com/ eMail: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] http://www.linkedin.com/in/rachelmkerwick http://www.linkedin.com/in/rachelmkerwick 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are image001.gifimage002.jpg
Re: BMC Rant
Here's one I don't THINK anyone has mentioned: In a satisfaction survey, if you check that you want somebody to contact you, nobody does. Donald already mentioned that knowledgebase [is] no longer usable. In the surveys they ask whether or not you tried to solve the problem on their website. I presume they are talking about the knowledge base. Yes, I try it, and occasionally find an answer, but usually I don't. I am not a knowledge expert, but it seems like if they want us to use their website to find answers a slightly more user-friendly interface would be helpful. I would like to suggest this to Support, and so in the part where they ask Do you want somebody to contact you about this issue? I always check Yes. But so far nobody ever has. Dwayne Martin James Madison University Original message Date: Tue, 12 Jun 2007 17:15:37 -0700 From: Savant, [EMAIL PROTECTED] [EMAIL PROTECTED] Subject: Re: BMC Rant To: arslist@ARSLIST.ORG Unfortunately, I have nothing more to add but to join with the consensus here. We're having similar support experiences: - knowledgebase no longer usable - communication barriers with overseas support - initial ticket responses that do little more than satisfy the SLA - requests for log files that are already included in the ticket - directives to upgrade (as if that will solve all our problems!) - lack of initial response for tickets (I submitted one Friday to which I've received NO response and we waited 4 hours this morning for a 'server down' issue! The response was, we were in a team meeting so we couldn't look at the worklog) On occasion, the service is fast and spot on - probably holdovers from the old Remedy regime. Never thought I'd be saying, 'those were the good old days' in regards to technology... -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer Sent: Tuesday, June 12, 2007 2:36 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant --=_Part_18267_15502493.1181684144702 Content-Type: text/plain; charset=ISO-8859-1; format=flowed Content-Transfer-Encoding: 7bit Content-Disposition: inline I have found when I put the logs on initially they barely look at them if the ticket goes overseas and often ask for the log that is already there. I try to be diligent and know the drills and include every log I can think of demonstrating the issue. Sometimes requiring several updates to the tickets since you are limited as to how many you can attach at one time. I am always asked for additional things and when I ask why they need them there's no answer especially when I know the info doesn't matter. I guess one issue I have is that when I finally get the initial first contact back to me, the following contacts take quite a while. It appears the first contact satisfies the SLA and then it doesn't seem to count after that. They tend to leave the status in Customer Response like they are waiting for something from me. If the ticket ends up in India it seems to stay there. I understand the concept of follow the sun, but the tickets don't. I guess it's too difficult to doc what they've done and let the next person take over. I've found part of it is timing ... knowing when to submit that ticket. But it's nothing I can change nor seem to be able to influence. Therefore I have to let go. No more soap box for today ... maybe even for this week! Susan On 6/12/07, strauss [EMAIL PROTECTED] wrote: ** You must not have ever worked with Microsoft premium or paid support; IMHO, for server products, they have no competition. In my personal experience, they will not let you hang up the phone until they are satisfied that the problem has been solved (one call lasted from 1 AM to 4 AM - they remained on the toll-free line during all of the re-starts of DNS and AD), and then they follow up for several days afterwards to make sure that you completed all necessary actions to prevent reoccurrence of the problem, and they help you document the solution. I have only had to use it twice, but it was exceptional. Not to be confused with free support for consumer products, which NO ONE does well. I must miss out on a lot of the frustration others have experienced by not having/paying for BMC phone support. When I submit a new issue on the web it is usually accompanied by a long explanation of what I have seen and tried, and loads of log files and other data. These tickets don't spend much time with overseas frontline techs - they are quickly baffled/overwhelmed and escalate the ticket to someone who might know something. Once you reach the second level of BMC support, especially with some of the more experienced people, response tends to be much better and quite often they begin a steady interchange with the backline engineers on your behalf. If the problem is serious, they start calling me (I can't call them) and scheduling webexes with the
ARAdmin.exe Synch Search Database
When running Tools Synch Search Database within the Administrator Tool it runs and there are no errors displayed. When I run Synch Search Database from the command line using ARAdmin.exe -x Remedy -u Demo -p secret -s it runs and then at the very end displays the following text: -- Starting Sync. *** Error 2131 Incompatible data types in qualification line *** Error 2131 Incompatible data types in qualification line *** Error 2131 Incompatible data types in qualification line *** Error 2131 Incompatible data types in qualification line *** Error 2131 Incompatible data types in qualification line *** Error 2131 Incompatible data types in qualification line *** Error 2131 Incompatible data types in qualification line *** Error 2131 Incompatible data types in qualification line *** Error 2131 Incompatible data types in qualification line *** Error 2131 Incompatible data types in qualification line *** Error 2131 Incompatible data types in qualification line *** Error 2131 Incompatible data types in qualification line *** Error 2131 Incompatible data types in qualification line *** Error 2131 Incompatible data types in qualification line *** Error 2131 Incompatible data types in qualification line *** Error 2131 Incompatible data types in qualification line *** Error 2131 Incompatible data types in qualification line *** Error 2131 Incompatible data types in qualification line *** Error 2131 Incompatible data types in qualification line *** Error 2131 Incompatible data types in qualification line *** Error 2131 Incompatible data types in qualification line *** Error 2131 Incompatible data types in qualification line *** Error 2131 Incompatible data types in qualification line Sync Done. -- These errors are probably generated within the Administrator Tool but are just not displayed. What would cause these errors? ARS 6.3 (p16 p21) Stephen ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Crystal Reporting and dates columns.
Hello everyone, Trying to use Crystal for the first time and having an issue with dates. The user tool crashes when I run the report from an active link. I Created a view (union of some forms) at the database level called foo using TSQL and using the followings for one of the columns. convert(char, dateadd(second, convert(int, MIC.Fecha_envío), '01-01-1971')) Fecha_envío_char In the Admin tool I create a view form called bar which reads the data from foo. When I view the data in bar in the user tool, the values in the column have the format of May 9 2007 12:44PM. If I include this column in crystal to build my report and test from the client the latter crashes. Does the column needs further formatting? Any thoughts? Many thanks in advance frexpopo - Ne gardez plus qu'une seule adresse mail ! Copiez vos mails vers Yahoo! Mail ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
CN=Chike AGU/OU=US/OU=AMERICAS/O=GROUP is out of the office.
I will be out of the office starting 06/13/2007 and will not return until 06/15/2007. I will be out of the office Wednesday and Thursday of this week to return on Friday. If this is an emergency please call my cell at 917-362-1345. This message and any attachments (the message) is intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. BNP PARIBAS (and its subsidiaries) shall (will) not therefore be liable for the message if modified. - Ce message et toutes les pieces jointes (ci-apres le message) sont etablis a l'intention exclusive de ses destinataires et sont confidentiels. Si vous recevez ce message par erreur, merci de le detruire et d'en avertir immediatement l'expediteur. Toute utilisation de ce message non conforme a sa destination, toute diffusion ou toute publication, totale ou partielle, est interdite, sauf autorisation expresse. L'internet ne permettant pas d'assurer l'integrite de ce message, BNP PARIBAS (et ses filiales) decline(nt) toute responsabilite au titre de ce message, dans l'hypothese ou il aurait ete modifie. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Rant
I think the best ones is when tickets are left open for weeks with little or no response. Every so often someone does some managerial/SLA-type poking around and I receive an update in every one of my open tickets with: This email is just to follow up on issue issue# (description) can I please request update on this issue? May I close this issue? -tony -- Tony Worthington [EMAIL PROTECTED] 262-703-5911 Dwayne Martin [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 06/13/2007 06:37 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: BMC Rant Here's one I don't THINK anyone has mentioned: In a satisfaction survey, if you check that you want somebody to contact you, nobody does. Donald already mentioned that knowledgebase [is] no longer usable. In the surveys they ask whether or not you tried to solve the problem on their website. I presume they are talking about the knowledge base. Yes, I try it, and occasionally find an answer, but usually I don't. I am not a knowledge expert, but it seems like if they want us to use their website to find answers a slightly more user-friendly interface would be helpful. I would like to suggest this to Support, and so in the part where they ask Do you want somebody to contact you about this issue? I always check Yes. But so far nobody ever has. Dwayne Martin James Madison University Original message Date: Tue, 12 Jun 2007 17:15:37 -0700 From: Savant, [EMAIL PROTECTED] [EMAIL PROTECTED] Subject: Re: BMC Rant To: arslist@ARSLIST.ORG Unfortunately, I have nothing more to add but to join with the consensus here. We're having similar support experiences: - knowledgebase no longer usable - communication barriers with overseas support - initial ticket responses that do little more than satisfy the SLA - requests for log files that are already included in the ticket - directives to upgrade (as if that will solve all our problems!) - lack of initial response for tickets (I submitted one Friday to which I've received NO response and we waited 4 hours this morning for a 'server down' issue! The response was, we were in a team meeting so we couldn't look at the worklog) On occasion, the service is fast and spot on - probably holdovers from the old Remedy regime. Never thought I'd be saying, 'those were the good old days' in regards to technology... -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer Sent: Tuesday, June 12, 2007 2:36 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant --=_Part_18267_15502493.1181684144702 Content-Type: text/plain; charset=ISO-8859-1; format=flowed Content-Transfer-Encoding: 7bit Content-Disposition: inline I have found when I put the logs on initially they barely look at them if the ticket goes overseas and often ask for the log that is already there. I try to be diligent and know the drills and include every log I can think of demonstrating the issue. Sometimes requiring several updates to the tickets since you are limited as to how many you can attach at one time. I am always asked for additional things and when I ask why they need them there's no answer especially when I know the info doesn't matter. I guess one issue I have is that when I finally get the initial first contact back to me, the following contacts take quite a while. It appears the first contact satisfies the SLA and then it doesn't seem to count after that. They tend to leave the status in Customer Response like they are waiting for something from me. If the ticket ends up in India it seems to stay there. I understand the concept of follow the sun, but the tickets don't. I guess it's too difficult to doc what they've done and let the next person take over. I've found part of it is timing ... knowing when to submit that ticket. But it's nothing I can change nor seem to be able to influence. Therefore I have to let go. No more soap box for today ... maybe even for this week! Susan On 6/12/07, strauss [EMAIL PROTECTED] wrote: ** You must not have ever worked with Microsoft premium or paid support; IMHO, for server products, they have no competition. In my personal experience, they will not let you hang up the phone until they are satisfied that the problem has been solved (one call lasted from 1 AM to 4 AM - they remained on the toll-free line during all of the re-starts of DNS and AD), and then they follow up for several days afterwards to make sure that you completed all necessary actions to prevent reoccurrence of the problem, and they help you document the solution. I have only had to use it twice, but it was exceptional. Not to be confused with free support for consumer products, which NO ONE does well. I must miss out on a lot of the frustration others have experienced by not having/paying for BMC phone support. When I submit a new
Re: BMC Rant
I totally agree. Our support contract with Remedy is also set to expire in September and I'm going to be looking at all options. I'm just curious, did anyone else out there run into a problems attempting to complete a license audit within the last two months? That experience was the boiling point for me. I was dumbstruck and totally shocked when I was informed that the reason for the delay was a BMC reorganization that resulted in the two license experts being let go by BMC!! What kind of change management is that? Shawn Rosenberry RSP and former RAC On 6/12/07, Susan Palmer [EMAIL PROTECTED] wrote: ** That's a combo of people that could definitely bring in business. We're evaluating our maintenance options right now. We expire end of September ... will you be ready? What are you going to do about it let us give our money to real support! On 6/12/07, patrick zandi [EMAIL PROTECTED] wrote: ** same - same --- So what are you going to do about it ? Go to the Conference ? Why give them more money.. That a boy.. you go... give them some Conference Cash 8-( I have been begging for US support and cannot get it .. Axton, Rick, Matt, Jarl gimme a Call -- I believe we have a new business opportunity.. Off-Site Support -- Catchy name huh -- and since they do not pay there workers very well either.. We will buy them out from under them.. I am seriously considering it. -- Patrick Zandi __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Rant
what about http://www.turingsmi.com/about/company.html I am not sure.. if they do.. .. 8-) On 6/13/07, Shawn Rosenberry [EMAIL PROTECTED] wrote: ** I totally agree. Our support contract with Remedy is also set to expire in September and I'm going to be looking at all options. I'm just curious, did anyone else out there run into a problems attempting to complete a license audit within the last two months? That experience was the boiling point for me. I was dumbstruck and totally shocked when I was informed that the reason for the delay was a BMC reorganization that resulted in the two license experts being let go by BMC!! What kind of change management is that? Shawn Rosenberry RSP and former RAC On 6/12/07, Susan Palmer [EMAIL PROTECTED] wrote: ** That's a combo of people that could definitely bring in business. We're evaluating our maintenance options right now. We expire end of September ... will you be ready? What are you going to do about it let us give our money to real support! On 6/12/07, patrick zandi [EMAIL PROTECTED] wrote: ** same - same --- So what are you going to do about it ? Go to the Conference ? Why give them more money.. That a boy.. you go... give them some Conference Cash 8-( I have been begging for US support and cannot get it .. Axton, Rick, Matt, Jarl gimme a Call -- I believe we have a new business opportunity.. Off-Site Support -- Catchy name huh -- and since they do not pay there workers very well either.. We will buy them out from under them.. I am seriously considering it. -- Patrick Zandi __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___ -- Patrick Zandi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Can not delete a 'deleted' field?
Thank you Adam, Melanie, Tarun (sorry if I've missed a few names) for all your help. Actually deleting these attachment fields weren't deleting them. It was just deleting them from the main view which was weird, I re-added these fields in an attachment pool, had to delete these attachment fields from attributes one by one and then delete the pool itself and then save the form, then only I was able to get rid of them. Once again thank you for your help, it is much appreciated. Thank you, Neel Gautam Accenture - Chicago Delivery Centre Office: 312-693-7279 Mobile: 630-440-6335 MSN: [EMAIL PROTECTED] AIM: neelgautam Core Values: Stewardship * Best People * Client Value Creation * One Global Network * Respect for the Individual * Integrity From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sharma, Tarun Sent: Wednesday, June 13, 2007 1:45 AM To: arslist@ARSLIST.ORG Subject: Re: Can not delete a 'deleted' field? Hello Neel, This field id will be present in 'field' table. You can also see if these fields are in (Form-Current View -Fields in view-List on left side.). At this time you can directly delete the entry from 'field' table of that fielded and also check again whether it is available in Fields in view. If it is not available then only create your new field with same fieldid. -Tarun From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Neel Guatam Sent: Tuesday, June 12, 2007 8:17 PM To: arslist@ARSLIST.ORG Subject: Can not delete a 'deleted' field? Importance: High Hello listers, I had added a field with some ID. Then I deleted the field not knowing that even deleting the filed and saving the changes won't let me add the field with the same ID! I have to have the same ID as I am pushing fields on this form based on matching ids. How can I completely delete the field so that it won't show up in the find field list in admin client as well as it would let me add another field with the same id? Thank you, Neel Gautam Accenture - Chicago Delivery Centre Office: 312-693-7279 Mobile: 630-440-6335 MSN: [EMAIL PROTECTED] AIM: neelgautam Core Values: Stewardship * Best People * Client Value Creation * One Global Network * Respect for the Individual * Integrity This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. __20060125___This posting was submitted with HTML in it___ This message contains information that may be privileged or confidential and is the property of the Capgemini Group. It is intended only for the person to whom it is addressed. If you are not the intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message. __20060125___This posting was submitted with HTML in it___ This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Old AR System Service Not Removed After Upgrade
Good morning: After performing an upgrade from 5.1.2 to 6.3, we've run into a problem where the old service is still appearing in the services console. Needless to say, we're running in a Windows environment (Windows 2003). The server service under 5.1.2 was named Action Request System Server Service. Under 6.3 the service is renamed Remedy Action Request System Server. We performed an in-place upgrade from 5.1.2 to 6.3. The server comes up fine and it shows itself being a 6.3 server, but that defunct service is still listed. We need to get that defunct service out of there. Has anyone encountered this before and know the fix? Thanks, Norm ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Rant
Guys and Girls, After working for Remedy, then Peregrine and then BMC and watched the loss of customer responsiveness, personnel and knowledge, I could not see using BMC/Remedy support as a first line support organization. Don't get me wrong, they have some very smart and gifted engineers working in all of the BMC offices around the world, they just don't have enough of them. The smart way is to use an L1 support provider and then let them push any issues that they can not resolve to BMC/Remedy. I have had 3 critical issues, which impacted my end users or would have stopped me from going live. Without using an L1 support provider I would have spent most of my time yelling at BMC and not doing other work. So final note with the current BMC support model, find a good L1 support provider! Also if you do end up working with one of the men or women in BMC/Remedy support try and remember they are trying to do their best. Howard Richter On 6/12/07, strauss [EMAIL PROTECTED] wrote: ** You must not have ever worked with Microsoft premium or paid support; IMHO, for server products, they have no competition. In my personal experience, they will not let you hang up the phone until they are satisfied that the problem has been solved (one call lasted from 1 AM to 4 AM - they remained on the toll-free line during all of the re-starts of DNS and AD), and then they follow up for several days afterwards to make sure that you completed all necessary actions to prevent reoccurrence of the problem, and they help you document the solution. I have only had to use it twice, but it was exceptional. Not to be confused with free support for consumer products, which NO ONE does well. I must miss out on a lot of the frustration others have experienced by not having/paying for BMC phone support. When I submit a new issue on the web it is usually accompanied by a long explanation of what I have seen and tried, and loads of log files and other data. These tickets don't spend much time with overseas frontline techs - they are quickly baffled/overwhelmed and escalate the ticket to someone who might know something. Once you reach the second level of BMC support, especially with some of the more experienced people, response tends to be much better and quite often they begin a steady interchange with the backline engineers on your behalf. If the problem is serious, they start calling me (I can't call them) and scheduling webexes with the engineers watching to see the problem in action. On the other hand, on those occasions when I just casually (or impatiently) toss a newly observed application error into the submission form without logs or other detail, I know that I can expect to pay for it later answering successive, inane questions from frontline techs who are just following their troubleshooting scripts. The process takes longer since I did not perform due diligence troubleshooting up front, and report all of my results in the initial ticket submission. 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 *Pierson, Shawn *Sent:* Tuesday, June 12, 2007 3:21 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: BMC Rant ** I agree completely with what you've written, and I've had to deal with pretty much everything you wrote here within the past few months. I've got a high priority ticket open right now that I haven't heard from BMC support in a few days now, despite updating the ticket asking for a call. On the other hand, other companies are much worse. Microsoft's support is a joke, and Adobe is abysmal. I was working on an Adobe product that was having issues and their average response time for a server down is about a month, based on my experiences. They also randomly close out their tickets and ask you to open a new one if you still have the problem. On my recent server down with Adobe, I had to complain to my sales rep, who then pawned it off on someone else, and eventually it was dropped again until I told my sales rep that we were starting to evaluate what other software we could use since support for their products were non-existent. That worked, my issue got escalated up to the VP over Adobe's support staff. The issue was eventually resolved. So while I do feel that on average customer support is getting worse and worse, I really wish that a company whose flagship product is used for helpdesks around the world wouldn't follow that trend. __20060125___This posting was submitted with HTML in it___ -- Howard Richter Remedy ServiceDesk Manager CedarCrestone Managed Services Center [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ARAdmin.exe Synch Search Database
It sounds like your object_search_ref or object_search_details form may be messed up Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Heider, Stephen Sent: Wednesday, June 13, 2007 6:46 AM To: arslist@ARSLIST.ORG Subject: ARAdmin.exe Synch Search Database When running Tools Synch Search Database within the Administrator Tool it runs and there are no errors displayed. When I run Synch Search Database from the command line using ARAdmin.exe -x Remedy -u Demo -p secret -s it runs and then at the very end displays the following text: -- Starting Sync. *** Error 2131 Incompatible data types in qualification line *** Error 2131 Incompatible data types in qualification line *** Error 2131 Incompatible data types in qualification line *** Error 2131 Incompatible data types in qualification line *** Error 2131 Incompatible data types in qualification line *** Error 2131 Incompatible data types in qualification line *** Error 2131 Incompatible data types in qualification line *** Error 2131 Incompatible data types in qualification line *** Error 2131 Incompatible data types in qualification line *** Error 2131 Incompatible data types in qualification line *** Error 2131 Incompatible data types in qualification line *** Error 2131 Incompatible data types in qualification line *** Error 2131 Incompatible data types in qualification line *** Error 2131 Incompatible data types in qualification line *** Error 2131 Incompatible data types in qualification line *** Error 2131 Incompatible data types in qualification line *** Error 2131 Incompatible data types in qualification line *** Error 2131 Incompatible data types in qualification line *** Error 2131 Incompatible data types in qualification line *** Error 2131 Incompatible data types in qualification line *** Error 2131 Incompatible data types in qualification line *** Error 2131 Incompatible data types in qualification line *** Error 2131 Incompatible data types in qualification line Sync Done. -- These errors are probably generated within the Administrator Tool but are just not displayed. What would cause these errors? ARS 6.3 (p16 p21) Stephen ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Rant
Howard, I agree. Even with the latest incident I've had, I have gone out of my way to let the person who has been my primary contact know that I have appreciated her efforts and that if I sounded upset or angry it wasn't at her but rather at BMC and the recent trends that I have seen coming from their organization. Over the years I have worked with some great individuals from BMC\Remedy including Barb, Sean and Lenny. OK Lenny Warren isn't from their support side but he is one of the best trainers I have ever known, always helpful if you have a question and an all around great guy. Shawn Rosenberry RSP and former RAC On 6/13/07, Howard Richter [EMAIL PROTECTED] wrote: ** Guys and Girls, After working for Remedy, then Peregrine and then BMC and watched the loss of customer responsiveness, personnel and knowledge, I could not see using BMC/Remedy support as a first line support organization. Don't get me wrong, they have some very smart and gifted engineers working in all of the BMC offices around the world, they just don't have enough of them. The smart way is to use an L1 support provider and then let them push any issues that they can not resolve to BMC/Remedy. I have had 3 critical issues, which impacted my end users or would have stopped me from going live. Without using an L1 support provider I would have spent most of my time yelling at BMC and not doing other work. So final note with the current BMC support model, find a good L1 support provider! Also if you do end up working with one of the men or women in BMC/Remedy support try and remember they are trying to do their best. Howard Richter On 6/12/07, strauss [EMAIL PROTECTED] wrote: ** You must not have ever worked with Microsoft premium or paid support; IMHO, for server products, they have no competition. In my personal experience, they will not let you hang up the phone until they are satisfied that the problem has been solved (one call lasted from 1 AM to 4 AM - they remained on the toll-free line during all of the re-starts of DNS and AD), and then they follow up for several days afterwards to make sure that you completed all necessary actions to prevent reoccurrence of the problem, and they help you document the solution. I have only had to use it twice, but it was exceptional. Not to be confused with free support for consumer products, which NO ONE does well. I must miss out on a lot of the frustration others have experienced by not having/paying for BMC phone support. When I submit a new issue on the web it is usually accompanied by a long explanation of what I have seen and tried, and loads of log files and other data. These tickets don't spend much time with overseas frontline techs - they are quickly baffled/overwhelmed and escalate the ticket to someone who might know something. Once you reach the second level of BMC support, especially with some of the more experienced people, response tends to be much better and quite often they begin a steady interchange with the backline engineers on your behalf. If the problem is serious, they start calling me (I can't call them) and scheduling webexes with the engineers watching to see the problem in action. On the other hand, on those occasions when I just casually (or impatiently) toss a newly observed application error into the submission form without logs or other detail, I know that I can expect to pay for it later answering successive, inane questions from frontline techs who are just following their troubleshooting scripts. The process takes longer since I did not perform due diligence troubleshooting up front, and report all of my results in the initial ticket submission. 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: ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Rant
I have had the opportunity to use Enterprise Management Solutions for support on several occasions and found them to be very responsive and knowledgeable. http://www.emscorporation.com/support/index.asp M2CW, Tim -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Dan Caissie Sent: Wednesday, June 13, 2007 9:01 AM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant We use Column support and when I put a support request in I will get a call the same day and most times if I call there support center I will talk to someone right then and there. Now there have been times when I did get a call back by someone that was not up to par and I did talk to there support lead and he did note down my concerns and even one time he jumped on a call to make sure everything went smoothly. One time I was in training at there main office and our system had a major problem and they were dealing with my backup that had very little knowledge with Remedy but they worked with him and they let me go into there support center during lunch to help out, they were on the call all day long to correct the problem and with multiple people. I have also worked with there onsite developers and they are great people (Mario) I would have to agree partly with the training as it was for the most part just out of the book and a few calls were made anytime there was a question. This is not an AD :) Dan Caissie UNFI -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Philip, Saji L Sent: Tuesday, June 12, 2007 10:23 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant Dave, Same situation here. Went to a RUG meeting sponsored by Column and it seemed it was mostly a sales pitch for SRM and Remedy 7.x. Really no collaboration of sorts. They should re-name it RPG( Remedy Promotion Group ). I guess, if the sponsor is a Column per se, then its mostly a sales presentation. Basically, it was a waste of time for me as well. I feel that support is an abbreviated notion for these guys. 6 months back I submitted a couple of requests to our third-partyr support line and to this day, I have not gotten any response, and we're paying these guys. Nice ' gig ' I thought. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David Sent: Tuesday, June 12, 2007 8:42 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant I know others here don't have any issues with Column. For me they have never been some one I would go to for support. I've been to local RUG's where the Column folks simply read the Powerpoint slides. No additional information was added. Waste of time. It also seems that Column is attempting to create their own User World in Atlantic City.. Dave -- [EMAIL PROTECTED] (Wireless) - Original Message - From: Action Request System discussion list(ARSList) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Rant
This isn't an ad either, but I echo the sentiments regarding Column support. I have been very happy with them from the start. They are much more responsive and helpful than what I saw coming out of BMC recently. From my conversations with the support staff, the attitude and feel I received was more of working and listening to the customer to find a solution rather than just to issue a canned answer or send us your logs response. We also have had some of their developers on-site for 1 to 2 month projects. They've been pretty solid and diligent in their work. I haven't had training from them so I cannot comment. I will say that a class I took from BMC last year on the CMDB seemed to be straight from the book with little additional info. Then again, at the time there was probably little anecdotal info from the field that could have been thrown in to supplement the classroom instruction. Can't say it was a waste of time but I usually would leave Remedy training with more info than expected. Overall, we've been satisfied with Column. Joseph Kasell Network Management Integrator Telecommunications Division Navy Federal Credit Union Dan Caissie [EMAIL PROTECTED] M To Sent by: Action arslist@ARSLIST.ORG Request System cc discussion list(ARSList)Subject [EMAIL PROTECTED] Re: BMC Rant ORG 06/13/2007 09:00 AM Please respond to [EMAIL PROTECTED] RG We use Column support and when I put a support request in I will get a call the same day and most times if I call there support center I will talk to someone right then and there. Now there have been times when I did get a call back by someone that was not up to par and I did talk to there support lead and he did note down my concerns and even one time he jumped on a call to make sure everything went smoothly. One time I was in training at there main office and our system had a major problem and they were dealing with my backup that had very little knowledge with Remedy but they worked with him and they let me go into there support center during lunch to help out, they were on the call all day long to correct the problem and with multiple people. I have also worked with there onsite developers and they are great people (Mario) =20 I would have to agree partly with the training as it was for the most part just out of the book and a few calls were made anytime there was a question. This is not an AD :) Dan Caissie UNFI -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Philip, Saji L Sent: Tuesday, June 12, 2007 10:23 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant Dave, =20 Same situation here. Went to a RUG meeting sponsored by Column and it seemed it was mostly a sales pitch for SRM and Remedy 7.x. Really no collaboration of sorts. They should re-name it RPG( Remedy Promotion Group ). I guess, if the sponsor is a Column per se, then its mostly a sales presentation. Basically, it was a waste of time for me as well. =20 =20 I feel that support is an abbreviated notion for these guys. 6 months back I submitted a couple of requests to our third-partyr support line and to this day, I have not gotten any response, and we're paying these guys. Nice ' gig ' I thought. =20 =20 =20 =20 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David Sent: Tuesday, June 12, 2007 8:42 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant =20 I know others here don't have any issues with Column. For me they have never been some one
Re: BMC Rant
Since we started to name who we use, I have to agree with Tim. I have known Adam and his team for years and think they are the best in the business. Howard On 6/13/07, Timothy Powell [EMAIL PROTECTED] wrote: I have had the opportunity to use Enterprise Management Solutions for support on several occasions and found them to be very responsive and knowledgeable. http://www.emscorporation.com/support/index.asp M2CW, Tim -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Dan Caissie Sent: Wednesday, June 13, 2007 9:01 AM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant We use Column support and when I put a support request in I will get a call the same day and most times if I call there support center I will talk to someone right then and there. Now there have been times when I did get a call back by someone that was not up to par and I did talk to there support lead and he did note down my concerns and even one time he jumped on a call to make sure everything went smoothly. One time I was in training at there main office and our system had a major problem and they were dealing with my backup that had very little knowledge with Remedy but they worked with him and they let me go into there support center during lunch to help out, they were on the call all day long to correct the problem and with multiple people. I have also worked with there onsite developers and they are great people (Mario) I would have to agree partly with the training as it was for the most part just out of the book and a few calls were made anytime there was a question. This is not an AD :) Dan Caissie UNFI -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Philip, Saji L Sent: Tuesday, June 12, 2007 10:23 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant Dave, Same situation here. Went to a RUG meeting sponsored by Column and it seemed it was mostly a sales pitch for SRM and Remedy 7.x. Really no collaboration of sorts. They should re-name it RPG( Remedy Promotion Group ). I guess, if the sponsor is a Column per se, then its mostly a sales presentation. Basically, it was a waste of time for me as well. I feel that support is an abbreviated notion for these guys. 6 months back I submitted a couple of requests to our third-partyr support line and to this day, I have not gotten any response, and we're paying these guys. Nice ' gig ' I thought. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David Sent: Tuesday, June 12, 2007 8:42 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant I know others here don't have any issues with Column. For me they have never been some one I would go to for support. I've been to local RUG's where the Column folks simply read the Powerpoint slides. No additional information was added. Waste of time. It also seems that Column is attempting to create their own User World in Atlantic City.. Dave -- [EMAIL PROTECTED] (Wireless) - Original Message - From: Action Request System discussion list(ARSList) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are -- Howard Richter Remedy ServiceDesk Manager CedarCrestone Managed Services Center [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Rant
I'm usually a lurker in the forums, but I have to agree that the support has gone very much downhill over the past year or so. My boiling pint was when we upgraded from 5.0.1 to 7.0.1 and we found out that Migrator was broken and would not work with source control on. You would think a known problem like that would get 2 things : 1. A nice big notice that there is a potential problem for people updating up to version 7.0.1, there was nothing in any release notes that I can find on this. 2. They would fix the issue in Migrator today and not pawn the fix off until the next version release of AR. We are a fully customized shop right now and we don;t do upgrades very often unless there is no other choice. I've escalated this issue up to multiple managers and my new sales rep, and have yet gotten back a response from my sales rep. Them managers have each called back once, and said they would look into seeing if they can get the fix put into the current version, but of course no call back after 2 weeks. It seems BMC is more concerned about getting the next release out then in supporting their customers and fixing real bugs and problems. How this got through QA and actually put into a shipping product really boggles the mind, and the fact that they haven;t jumped to fix the issue I think really speaks volumes about the direction BMC is taking Remedy. J. Frank Cortes Shawn Rosenberry wrote: Howard, I agree. Even with the latest incident I've had, I have gone out of my way to let the person who has been my primary contact know that I have appreciated her efforts and that if I sounded upset or angry it wasn't at her but rather at BMC and the recent trends that I have seen coming from their organization. Over the years I have worked with some great individuals from BMC\Remedy including Barb, Sean and Lenny. OK Lenny Warren isn't from their support side but he is one of the best trainers I have ever known, always helpful if you have a question and an all around great guy. Shawn Rosenberry RSP and former RAC On 6/13/07, Howard Richter [EMAIL PROTECTED] wrote: ** Guys and Girls, After working for Remedy, then Peregrine and then BMC and watched the loss of customer responsiveness, personnel and knowledge, I could not see using BMC/Remedy support as a first line support organization. Don't get me wrong, they have some very smart and gifted engineers working in all of the BMC offices around the world, they just don't have enough of them. The smart way is to use an L1 support provider and then let them push any issues that they can not resolve to BMC/Remedy. I have had 3 critical issues, which impacted my end users or would have stopped me from going live. Without using an L1 support provider I would have spent most of my time yelling at BMC and not doing other work. So final note with the current BMC support model, find a good L1 support provider! Also if you do end up working with one of the men or women in BMC/Remedy support try and remember they are trying to do their best. Howard Richter On 6/12/07, strauss [EMAIL PROTECTED] wrote: ** You must not have ever worked with Microsoft premium or paid support; IMHO, for server products, they have no competition. In my personal experience, they will not let you hang up the phone until they are satisfied that the problem has been solved (one call lasted from 1 AM to 4 AM - they remained on the toll-free line during all of the re-starts of DNS and AD), and then they follow up for several days afterwards to make sure that you completed all necessary actions to prevent reoccurrence of the problem, and they help you document the solution. I have only had to use it twice, but it was exceptional. Not to be confused with free support for consumer products, which NO ONE does well. I must miss out on a lot of the frustration others have experienced by not having/paying for BMC phone support. When I submit a new issue on the web it is usually accompanied by a long explanation of what I have seen and tried, and loads of log files and other data. These tickets don't spend much time with overseas frontline techs - they are quickly baffled/overwhelmed and escalate the ticket to someone who might know something. Once you reach the second level of BMC support, especially with some of the more experienced people, response tends to be much better and quite often they begin a steady interchange with the backline engineers on your behalf. If the problem is serious, they start calling me (I can't call them) and scheduling webexes with the engineers watching to see the problem in action. On the other hand, on those occasions when I just casually (or impatiently) toss a newly observed application error into the submission form without logs or other detail, I know that I can expect to pay for it later answering successive, inane questions from frontline techs who are just following their troubleshooting scripts.
Re: Unable to Integrate ClearCase with Remedy
Are you trying to integrate it with an existing Remedy application platform, or just base Remedy AR System without any existing applications? In what application environment do you intend to use CC? Rick _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ankur Gulati (GR/EIL) Sent: Tuesday, June 12, 2007 11:56 PM To: arslist@ARSLIST.ORG Subject: Unable to Integrate ClearCase with Remedy ** Hi Listers, ARS: 7.01 OS: Solaris I am trying to integrate ClearCase with remedy. Followed the instructions done whatever was mentioned in the setup pages from the Adv guide. The issue is that the Source Control menu options are still disabled. I can see an extra column in the admin which says Not in SC but I cannot import it in ClearCase as that option is still disabled and other SC options. I have done all the changes in server information too. checked the ar.conf file and all the changes are there. Any suggestions...? Cheers Ankur __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Rant
We had this rant --- in Mar 15th.. I have noticed the RANT's are Getting Closer. -- Patrick Zandi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Rant
Apparently WE are the only ones noticing that Patrick ! On 6/13/07, patrick zandi [EMAIL PROTECTED] wrote: ** We had this rant --- in Mar 15th.. I have noticed the RANT's are Getting Closer. -- Patrick Zandi __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Rant
Chris brings up an interesting tack - that of knowing how to use the process to get to people who really know what they're doing (regardless of where they're located). (Note: This is not based on inside info - just experience.) Providing lots of info (including appropriate logs) is helpful. Having a reputation for not asking newbie (i.e. Tier 1) questions is helpful. Having a reputation for insisting on timely followup and SLA compliance. Referencing that you've checked the manuals and the KB, and didn't find an answer. Rick _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Tuesday, June 12, 2007 1:58 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant ** You must not have ever worked with Microsoft premium or paid support; IMHO, for server products, they have no competition. In my personal experience, they will not let you hang up the phone until they are satisfied that the problem has been solved (one call lasted from 1 AM to 4 AM - they remained on the toll-free line during all of the re-starts of DNS and AD), and then they follow up for several days afterwards to make sure that you completed all necessary actions to prevent reoccurrence of the problem, and they help you document the solution. I have only had to use it twice, but it was exceptional. Not to be confused with free support for consumer products, which NO ONE does well. I must miss out on a lot of the frustration others have experienced by not having/paying for BMC phone support. When I submit a new issue on the web it is usually accompanied by a long explanation of what I have seen and tried, and loads of log files and other data. These tickets don't spend much time with overseas frontline techs - they are quickly baffled/overwhelmed and escalate the ticket to someone who might know something. Once you reach the second level of BMC support, especially with some of the more experienced people, response tends to be much better and quite often they begin a steady interchange with the backline engineers on your behalf. If the problem is serious, they start calling me (I can't call them) and scheduling webexes with the engineers watching to see the problem in action. On the other hand, on those occasions when I just casually (or impatiently) toss a newly observed application error into the submission form without logs or other detail, I know that I can expect to pay for it later answering successive, inane questions from frontline techs who are just following their troubleshooting scripts. The process takes longer since I did not perform due diligence troubleshooting up front, and report all of my results in the initial ticket submission. 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 Pierson, Shawn Sent: Tuesday, June 12, 2007 3:21 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant ** I agree completely with what you've written, and I've had to deal with pretty much everything you wrote here within the past few months. I've got a high priority ticket open right now that I haven't heard from BMC support in a few days now, despite updating the ticket asking for a call. On the other hand, other companies are much worse. Microsoft's support is a joke, and Adobe is abysmal. I was working on an Adobe product that was having issues and their average response time for a server down is about a month, based on my experiences. They also randomly close out their tickets and ask you to open a new one if you still have the problem. On my recent server down with Adobe, I had to complain to my sales rep, who then pawned it off on someone else, and eventually it was dropped again until I told my sales rep that we were starting to evaluate what other software we could use since support for their products were non-existent. That worked, my issue got escalated up to the VP over Adobe's support staff. The issue was eventually resolved. So while I do feel that on average customer support is getting worse and worse, I really wish that a company whose flagship product is used for helpdesks around the world wouldn't follow that trend. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Rant
OK, as they say in the South, Here's your problem. Always use the web interface (when possible) to create tickets. That's the only way to ensure that they have all of the minimally required information to be able to work the ticket, even at a Tier 1 level. If you use email or phone, someone will have to call you back to get that information, and that's potentially a lot of time wasted. One thing I do sometimes is create the bare bones of the ticket on the web, and THEN go back, while the SLA clock is ticking, collect necessary additional info and logs, and append them to the ticket. It doesn't buy me much time, but every little bit helps. Rick _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Wednesday, June 13, 2007 7:29 AM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant ** Hi Ranters, OK so here is a reply to an issues I opened yesterday Hi Tom, Thank you for the submission of your issue. I will review and provide and update with my finding. Thank you in advance, for your patience. Kind regards, BMC Technical Support The problem is that I never sent any info on the problem, no logs, etc. The ticket was opened over the phone, and it was a hi priority I told the rep. This response came this morning.I can't wait to find out about the finding in a week or so. (support tech name withheld by me) Regards, Tom - Original Message - From: patrick zandi Date: Wednesday, June 13, 2007 9:22 am Subject: Re: BMC Rant To: arslist@ARSLIST.ORG We had this rant --- in Mar 15th.. I have noticed the RANT's are Getting Closer. -- Patrick Zandi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Rant
Its because everyone is so dam fustrated at both the product and the support. Anyone who's been doing Remedy for a long time will remember bad/difficult upgrades (I still have nightmares about 4-5). I think the support issue just compounds the problem. Might be a tense RUG this year if something doesn't improve. Ben Cantatore Remedy Administrator Avon (914) 935-2946 Susan Palmer [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 06/13/2007 10:30 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: BMC Rant ** Apparently WE are the only ones noticing that Patrick ! On 6/13/07, patrick zandi [EMAIL PROTECTED] wrote: ** We had this rant --- in Mar 15th.. I have noticed the RANT's are Getting Closer. -- Patrick Zandi __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Rant
Well I was going to stay out of this one (I think I started the RANT that Pat mentioned in march!) Let me just point out that BMC TOLD us what they we're going to do at the last RUG. Remember the little charts that showed how they we're going to take all those great resources they had in support, move them in to development to garner all of there knowledge, and off load support So, let's look at the result (as we know it). 1. Support is lacking at many levels. By the way, Rick is right on the money, use the web interface, it will be faster 2. Most of those resources that we're going to be moving over into the Development world...there out the door! 3. More and more, we are talking about the possibility of moving to support providers (Column etc.). Which is what (IMHO) BMC wants us to do. 4. The Mariners have just moved up to only 3 games out of first in the AL West Warren On 6/13/07, Rick Cook [EMAIL PROTECTED] wrote: ** OK, as they say in the South, Here's your problem. *Always* use the web interface (when possible) to create tickets. That's the only way to ensure that they have all of the minimally required information to be able to work the ticket, even at a Tier 1 level. If you use email or phone, someone will have to call you back to get that information, and that's potentially a lot of time wasted. One thing I do sometimes is create the bare bones of the ticket on the web, and THEN go back, while the SLA clock is ticking, collect necessary additional info and logs, and append them to the ticket. It doesn't buy me much time, but every little bit helps. *Rick* -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of [EMAIL PROTECTED] *Sent:* Wednesday, June 13, 2007 7:29 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: BMC Rant ** Hi Ranters, OK so here is a reply to an issues I opened yesterday Hi Tom, Thank you for the submission of your issue. I will review and provide and update with my finding. Thank you in advance, for your patience. Kind regards, BMC Technical Support The problem is that I never sent any info on the problem, no logs, etc. The ticket was opened over the phone, and it was a hi priority I told the rep. This response came this morning.I can't wait to find out about the finding in a week or so. (support tech name withheld by me) Regards, Tom - Original Message - From: patrick zandi Date: Wednesday, June 13, 2007 9:22 am Subject: Re: BMC Rant To: arslist@ARSLIST.ORG We had this rant --- in Mar 15th.. I have noticed the RANT's are Getting Closer. -- Patrick Zandi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ -- Warren R. Baltimore II Remedy Developer UW Medicine IT Services School of Medicine University of Washington Box 358220 1325 Fourth Ave, Suite 2000 Seattle, WA 98101 The opinions expressed in this e-mail are in no way those of the University of Washington, or the State of Washington. They are my own. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Unable to Integrate ClearCase with Remedy
Need to make sure that the client machine (where you are running the Admin tool from) has the CC Client loaded. Doug From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Wednesday, June 13, 2007 10:22 AM To: arslist@ARSLIST.ORG Subject: Re: Unable to Integrate ClearCase with Remedy Are you trying to integrate it with an existing Remedy application platform, or just base Remedy AR System without any existing applications? In what application environment do you intend to use CC? Rick From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ankur Gulati (GR/EIL) Sent: Tuesday, June 12, 2007 11:56 PM To: arslist@ARSLIST.ORG Subject: Unable to Integrate ClearCase with Remedy ** Hi Listers, ARS: 7.01 OS: Solaris I am trying to integrate ClearCase with remedy. Followed the instructions done whatever was mentioned in the setup pages from the Adv guide. The issue is that the Source Control menu options are still disabled. I can see an extra column in the admin which says Not in SC but I cannot import it in ClearCase as that option is still disabled and other SC options. I have done all the changes in server information too. checked the ar.conf file and all the changes are there. Any suggestions...? Cheers Ankur __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ DISCLAIMER Important! This message is intended for the above named person(s) only and is CONFIDENTIAL AND PROPRIETARY. If you are not the intended recipient of this e-mail and have received it in error, please immediately notify the sender by return email and then delete it from your mailbox. This message may be protected by the attorney-client privilege and/or work product doctrine. Accessing, copying, disseminating or re-using any of the information contained in this e-mail by anyone other than the intended recipient is strictly prohibited. Finally, you should check this email and any attachments for the presence of viruses, as the sender accepts no liability for any damage caused by any virus transmitted by this email. Thank you. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Rant
Yeah. Let's remember that Support, despite whatever problems it has on its own, is trying to support the same applications and policies that we are, and they have some of the same frustrations we have. Let's not take out our frustration with engineering and management on the only people most of us can talk to at BMC - Support. Save it up for RUG, when the real sources of the issues will be available to talk to. Spend the next few months accumulating data to support the case you'd like to make, and take it to the execs and engineers there, along with what you'd like done about the problem. No guarantees that you'll get satisfaction, but you should be able to get some face time with the people who own the problems and maybe the solutions. (Hint: I would also spend the next few months setting up appointments with the appropriate people - I don't know how long that takes). Rick _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ben Cantatore Sent: Wednesday, June 13, 2007 8:24 AM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant ** Its because everyone is so dam fustrated at both the product and the support. Anyone who's been doing Remedy for a long time will remember bad/difficult upgrades (I still have nightmares about 4-5). I think the support issue just compounds the problem. Might be a tense RUG this year if something doesn't improve. Ben Cantatore Remedy Administrator Avon (914) 935-2946 Susan Palmer [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 06/13/2007 10:30 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: BMC Rant ** Apparently WE are the only ones noticing that Patrick ! On 6/13/07, patrick zandi mailto:[EMAIL PROTECTED] [EMAIL PROTECTED] wrote: ** We had this rant --- in Mar 15th.. I have noticed the RANT's are Getting Closer. -- Patrick Zandi __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Rant
On 6/13/07, Rick Cook [EMAIL PROTECTED] wrote: ** Yeah. Let's remember that Support, despite whatever problems it has on its own, is trying to support the same applications and policies that we are, and they have some of the same frustrations we have. Let's not take out our frustration with engineering and management on the only people most of us can talk to at BMC - Support. Save it up for RUG, when the real sources of the issues will be available to talk to. Spend the next few months accumulating data to support the case you'd like to make, and take it to the execs and engineers there, along with what you'd like done about the problem. No guarantees that you'll get satisfaction, but you should be able to get some face time with the people who own the problems and maybe the solutions. (Hint: I would also spend the next few months setting up appointments with the appropriate people - I don't know how long that takes). *Rick* -- OK,,, Ok... thanks --- you are a good sounding board.. Good friend.. thanks -- Patrick Zandi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Read: Re: Spam: Re: Read: Re: Read: Spam: Re: Checking for ticket s with more than XXX characters in a field
Your message To: arslist@ARSLIST.ORG Subject: Re: Spam: Re: Read: Re: Read: Spam: Re: Checking for tickets with more than XXX characters in a field Sent:Tue, 12 Jun 2007 15:51:34 -0500 was read on Wed, 13 Jun 2007 10:55:35 -0500 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Read: Re: Spam: Re: Read: Re: Read: Spam: Re: Checking for ticket s with more than characters in a field
Your message To: arslist@ARSLIST.ORG Subject: Re: Spam: Re: Read: Re: Read: Spam: Re: Checking for tickets with more than characters in a field Sent:Tue, 12 Jun 2007 16:00:46 -0500 was read on Wed, 13 Jun 2007 10:55:35 -0500 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Rant
Amen Rick. I did just that about a month ago. Had a nice conversation, and heard many of the same frustrations from Support about the situation. No, the problem, as I believe stated in the first Email in this thread is with the BMC executive suite They better come down from that Ivory tower, cuz they are about to toss the baby out with the bathwater. On 6/13/07, Rick Cook [EMAIL PROTECTED] wrote: ** Yeah. Let's remember that Support, despite whatever problems it has on its own, is trying to support the same applications and policies that we are, and they have some of the same frustrations we have. Let's not take out our frustration with engineering and management on the only people most of us can talk to at BMC - Support. Save it up for RUG, when the real sources of the issues will be available to talk to. Spend the next few months accumulating data to support the case you'd like to make, and take it to the execs and engineers there, along with what you'd like done about the problem. No guarantees that you'll get satisfaction, but you should be able to get some face time with the people who own the problems and maybe the solutions. (Hint: I would also spend the next few months setting up appointments with the appropriate people - I don't know how long that takes). *Rick* -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Ben Cantatore *Sent:* Wednesday, June 13, 2007 8:24 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: BMC Rant ** Its because everyone is so dam fustrated at both the product and the support. Anyone who's been doing Remedy for a long time will remember bad/difficult upgrades (I still have nightmares about 4-5). I think the support issue just compounds the problem. Might be a tense RUG this year if something doesn't improve. Ben Cantatore Remedy Administrator Avon (914) 935-2946 *Susan Palmer [EMAIL PROTECTED]* Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 06/13/2007 10:30 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: BMC Rant ** Apparently WE are the only ones noticing that Patrick ! On 6/13/07, *patrick zandi* [EMAIL PROTECTED] [EMAIL PROTECTED] wrote: ** We had this rant --- in Mar 15th.. I have noticed the RANT's are Getting Closer. -- Patrick Zandi __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___ -- Warren R. Baltimore II Remedy Developer UW Medicine IT Services School of Medicine University of Washington Box 358220 1325 Fourth Ave, Suite 2000 Seattle, WA 98101 The opinions expressed in this e-mail are in no way those of the University of Washington, or the State of Washington. They are my own. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Sorry for the Spam
I don't understand how or where these are coming from... I have my Outlook set to prompt me before sending a read response.. but for some reason these are not prompting me, so I can reject them from sending out a notification... I'll be more careful when dealing with these... No virus on my machine... must be a bug or something odd set in my outlook... I am a little frustrated about it and don't understand how or why these are being sent... Again, I am sorry. Eric W. Dunn Programmer Analyst III - Remedy/Collaboration McLeod USA, Inc. - Network Engineering 8665 New Trails Dr. The Woodlands, TX 77381 (281)465-1265 (281)465-1951 fax NOTICE: This electronic mail transmission may contain confidential information and is intended only for the person(s) named. Any use, copying or disclosure by any other person is strictly prohibited. If you have received this transmission in error, please notify the sender via e-mail. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Setting up Linked Server
Hello, I have a menu that retrieves data from a database in another server. I have read somewhere that linking the server remedy is in, to the server that the database is in will do the job. Would anyone know the steps I have to take to set this up? Thanks, Mikhail ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
ARS LDAP SSL
Hi All, I just can't get the AREA plugin to communicate with our LDAP system over SSL (AR6.3 Patch 20/Novell eDirectory). Non-SSL connection works a treat, but am struggling to get the SSL connection to work. I've reviewed previous posts to no available. If anybody could give me some guidance it would truly appreciated. So far, I've: 1) Installed Netscape 4.79 on the Remedy Server (HP-UX) 2) Pointed Netscape at the https link for our LDAP system and registered the root cert 3) Added additional certs to the cert7.db file using the certutil utility on the HP system certutil -A -n GDS-TEST CA-PublicKeyCert -t C,C,C -i GDS-TEST CA- PublicKeyCert.der -d /cluster/remapp/app/.netscape 4) Configured up the AREA Configuration form 5) When testing the connection, the plugin logging (FINEST level) shows the following error... * Wed Jun 13 2007 16:57:24.0744 */ ARSYS.AREA.LDAP FINER ldap_simple_bind(cn=RemedyAdmin,ou=ServiceAccounts,o=Services, hidden) * Wed Jun 13 2007 16:57:24.0889 */ ARSYS.AREA.LDAP SEVERE Bind: Can't contact LDAP server (LDAPERR Code 81) * Wed Jun 13 2007 16:57:24.0892 */ ARSYS.AREA.LDAP SEVERE Bind: ldap_simple_bind failed [cn=RemedyAdmin,ou=ServiceAccounts,o=Services] * Wed Jun 13 2007 16:57:24.0898 */ -VL FAIL Does anyone have any ideas on how I can troubleshoot further? or is there something I've missed? Thanks In Advance, Kevin ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Rant
I really hate to air dirty laundry ... but while we are all in rant mode... I know this is just one incident, but if all the ARSListers were to list just one then I wonder how many we could list? Note I did not pick this incident due to its relative importance in my stack. Rather it is just the first _shocking thing_, and also the first thing I found today. I think there are also an few interesting implications to this specific incident. So I think the merit of the content is important and thus I post it. I just choose to add it to this thread due to the applicability to the thread as well. ( Maybe a new thread should have been started, but why do we need more threads? ) Maybe some of you have heard about this too? (This was news to me.) History I created an RFE (SW00254884) as: improve Admin Tool Related Workflow tab display performance by adding indexes to object_search_ref form after sync process. Details: This is an RFE idea... Development Performance gains can be made by adding two indexes to the object_search_ref from. Specifically: Index one: Target Identifier (Field ID 9001) AND Index two: Target Form (Field ID 9012) If these indexes could be removed at the beginning of a resync and re-establish at the end then that would be even better. (But adding them in general would be a good thing IMHO.) I just came across the response for this RFE. ( I do not think I received it in email. And based on who it was addressed to I doubt that I did see it.) BMC RFE Response: Hi lesquibe, The Related Workflow tab was deprecated in 7.0 so this should no longer be an issue. Replacement of this feature is being considered in the future releases. Please don't hesitate to contact us should you have further questions on this RFE. Thanks, Info_removed_to_protect_the_confused / Product Manager Info_removed_to_protect_the_confused /@bmc.com My Summary: 1) I have no idea who lesquibe is, but I know that is not a name that I have ever used with Remedy/[EMAIL PROTECTED]@/BMC. ( Maybe a Level 1 Support person who did not inform me of the response from the Product Manager ? ) 2) Has anyone else been told that: a) The Related Workflow tab was deprecated in 7.0 OR b) That features will be removed (ok.. the feature is there but they are not going to fix it and I have doubts about its accuracy in v6.3 much less v7.) and replacements will be considered sometime in the future? 3) I also should add that I have no access to know WHEN the update/status happened on this RFE. All I appear to be able to see is that the incident was Resolved at 11/29/2006 2:27:18 PM with a solution code of Defect Submitted. So it was some time after that, but when... who knows? And the RFE is status is currently Resolved and classified as As Designed. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Rant (U)
UNCLASSIFIED I think there was a Laura Esquibe that worked support. I think this is a login name of someone who must have passed it on internally. Just a guess. Pete -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Wednesday, June 13, 2007 1:15 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant I really hate to air dirty laundry ... but while we are all in rant mode... I know this is just one incident, but if all the ARSListers were to list just one then I wonder how many we could list? Note I did not pick this incident due to its relative importance in my stack. Rather it is just the first _shocking thing_, and also the first thing I found today. I think there are also an few interesting implications to this specific incident. So I think the merit of the content is important and thus I post it. I just choose to add it to this thread due to the applicability to the thread as well. ( Maybe a new thread should have been started, but why do we need more threads? ) Maybe some of you have heard about this too? (This was news to me.) History I created an RFE (SW00254884) as: improve Admin Tool Related Workflow tab display performance by adding indexes to object_search_ref form after sync process. Details: This is an RFE idea... Development Performance gains can be made by adding two indexes to the object_search_ref from. Specifically: Index one: Target Identifier (Field ID 9001) AND Index two: Target Form (Field ID 9012) If these indexes could be removed at the beginning of a resync and re-establish at the end then that would be even better. (But adding them in general would be a good thing IMHO.) I just came across the response for this RFE. ( I do not think I received it in email. And based on who it was addressed to I doubt that I did see it.) BMC RFE Response: Hi lesquibe, The Related Workflow tab was deprecated in 7.0 so this should no longer be an issue. Replacement of this feature is being considered in the future releases. Please don't hesitate to contact us should you have further questions on this RFE. Thanks, Info_removed_to_protect_the_confused / Product Manager Info_removed_to_protect_the_confused /@bmc.com My Summary: 1) I have no idea who lesquibe is, but I know that is not a name that I have ever used with Remedy/[EMAIL PROTECTED]@/BMC. ( Maybe a Level 1 Support person who did not inform me of the response from the Product Manager ? ) 2) Has anyone else been told that: a) The Related Workflow tab was deprecated in 7.0 OR b) That features will be removed (ok.. the feature is there but they are not going to fix it and I have doubts about its accuracy in v6.3 much less v7.) and replacements will be considered sometime in the future? 3) I also should add that I have no access to know WHEN the update/status happened on this RFE. All I appear to be able to see is that the incident was Resolved at 11/29/2006 2:27:18 PM with a solution code of Defect Submitted. So it was some time after that, but when... who knows? And the RFE is status is currently Resolved and classified as As Designed. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Rant
YOWZA. What are these people smoking? A deprecated element or attribute is one that has been outdated by newer constructs, and may be obsolete in future versions. That doesn't say to me that they aren't going to fix anything in it, that tells me they're planning on replacing it, and here's why. Did they change the structure of the function in v7? I don't see any evidence of that. Then it must mean that they plan on replacing it with something else. Let's hope that they don't take the one tool they offer that actually works (most of the time) and is VERY helpful and replace it with another RDP/Migrator mess of a pseudotool that costs extra and can't be trusted. Recent history with the wisdom and technical vision of BMC management has not left me filled with optimism on that score. Laura Esquibel is/was a pretty good tech there - it was probably her name there asking the question. Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Wednesday, June 13, 2007 10:15 AM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant I really hate to air dirty laundry ... but while we are all in rant mode... I know this is just one incident, but if all the ARSListers were to list just one then I wonder how many we could list? Note I did not pick this incident due to its relative importance in my stack. Rather it is just the first _shocking thing_, and also the first thing I found today. I think there are also an few interesting implications to this specific incident. So I think the merit of the content is important and thus I post it. I just choose to add it to this thread due to the applicability to the thread as well. ( Maybe a new thread should have been started, but why do we need more threads? ) Maybe some of you have heard about this too? (This was news to me.) History I created an RFE (SW00254884) as: improve Admin Tool Related Workflow tab display performance by adding indexes to object_search_ref form after sync process. Details: This is an RFE idea... Development Performance gains can be made by adding two indexes to the object_search_ref from. Specifically: Index one: Target Identifier (Field ID 9001) AND Index two: Target Form (Field ID 9012) If these indexes could be removed at the beginning of a resync and re-establish at the end then that would be even better. (But adding them in general would be a good thing IMHO.) I just came across the response for this RFE. ( I do not think I received it in email. And based on who it was addressed to I doubt that I did see it.) BMC RFE Response: Hi lesquibe, The Related Workflow tab was deprecated in 7.0 so this should no longer be an issue. Replacement of this feature is being considered in the future releases. Please don't hesitate to contact us should you have further questions on this RFE. Thanks, Info_removed_to_protect_the_confused / Product Manager Info_removed_to_protect_the_confused /@bmc.com My Summary: 1) I have no idea who lesquibe is, but I know that is not a name that I have ever used with Remedy/[EMAIL PROTECTED]@/BMC. ( Maybe a Level 1 Support person who did not inform me of the response from the Product Manager ? ) 2) Has anyone else been told that: a) The Related Workflow tab was deprecated in 7.0 OR b) That features will be removed (ok.. the feature is there but they are not going to fix it and I have doubts about its accuracy in v6.3 much less v7.) and replacements will be considered sometime in the future? 3) I also should add that I have no access to know WHEN the update/status happened on this RFE. All I appear to be able to see is that the incident was Resolved at 11/29/2006 2:27:18 PM with a solution code of Defect Submitted. So it was some time after that, but when... who knows? And the RFE is status is currently Resolved and classified as As Designed. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Rant
True...deprecated ordinarily means, Made obsolete/irrelevant by better, newer functionality. The wording of that message says, The Related Workflow tab was deprecated in 7.0. That suggests to me that the Related Workflow tab was replaced with something else that's newer and better IN VERSION 7.0! I'm still new to 7.0...but as far as I've seen, I've not seen anything that deprecates the Related Workflow functionality. ? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Wednesday, June 13, 2007 12:51 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant YOWZA. What are these people smoking? A deprecated element or attribute is one that has been outdated by newer constructs, and may be obsolete in future versions. That doesn't say to me that they aren't going to fix anything in it, that tells me they're planning on replacing it, and here's why. Did they change the structure of the function in v7? I don't see any evidence of that. Then it must mean that they plan on replacing it with something else. Let's hope that they don't take the one tool they offer that actually works (most of the time) and is VERY helpful and replace it with another RDP/Migrator mess of a pseudotool that costs extra and can't be trusted. Recent history with the wisdom and technical vision of BMC management has not left me filled with optimism on that score. Laura Esquibel is/was a pretty good tech there - it was probably her name there asking the question. Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Wednesday, June 13, 2007 10:15 AM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant I really hate to air dirty laundry ... but while we are all in rant mode... I know this is just one incident, but if all the ARSListers were to list just one then I wonder how many we could list? Note I did not pick this incident due to its relative importance in my stack. Rather it is just the first _shocking thing_, and also the first thing I found today. I think there are also an few interesting implications to this specific incident. So I think the merit of the content is important and thus I post it. I just choose to add it to this thread due to the applicability to the thread as well. ( Maybe a new thread should have been started, but why do we need more threads? ) Maybe some of you have heard about this too? (This was news to me.) History I created an RFE (SW00254884) as: improve Admin Tool Related Workflow tab display performance by adding indexes to object_search_ref form after sync process. Details: This is an RFE idea... Development Performance gains can be made by adding two indexes to the object_search_ref from. Specifically: Index one: Target Identifier (Field ID 9001) AND Index two: Target Form (Field ID 9012) If these indexes could be removed at the beginning of a resync and re-establish at the end then that would be even better. (But adding them in general would be a good thing IMHO.) I just came across the response for this RFE. ( I do not think I received it in email. And based on who it was addressed to I doubt that I did see it.) BMC RFE Response: Hi lesquibe, The Related Workflow tab was deprecated in 7.0 so this should no longer be an issue. Replacement of this feature is being considered in the future releases. Please don't hesitate to contact us should you have further questions on this RFE. Thanks, Info_removed_to_protect_the_confused / Product Manager Info_removed_to_protect_the_confused /@bmc.com My Summary: 1) I have no idea who lesquibe is, but I know that is not a name that I have ever used with Remedy/[EMAIL PROTECTED]@/BMC. ( Maybe a Level 1 Support person who did not inform me of the response from the Product Manager ? ) 2) Has anyone else been told that: a) The Related Workflow tab was deprecated in 7.0 OR b) That features will be removed (ok.. the feature is there but they are not going to fix it and I have doubts about its accuracy in v6.3 much less v7.) and replacements will be considered sometime in the future? 3) I also should add that I have no access to know WHEN the update/status happened on this RFE. All I appear to be able to see is that the incident was Resolved at 11/29/2006 2:27:18 PM with a solution code of Defect Submitted. So it was some time after that, but when... who knows? And the RFE is status is currently Resolved and classified as As Designed. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ARS LDAP SSL
LDAP result code of 81 = Cannot contact LDAP server Double check to see if you are connecting to the SSL LDAP on the correct port (default for LDAP-SSL is 636). Look at the plugin log for the ldap_init line (should be a few above the error) Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kevin Murray Sent: Wednesday, June 13, 2007 12:04 PM To: arslist@ARSLIST.ORG Subject: ARS LDAP SSL Hi All, I just can't get the AREA plugin to communicate with our LDAP system over SSL (AR6.3 Patch 20/Novell eDirectory). Non-SSL connection works a treat, but am struggling to get the SSL connection to work. I've reviewed previous posts to no available. If anybody could give me some guidance it would truly appreciated. So far, I've: 1) Installed Netscape 4.79 on the Remedy Server (HP-UX) 2) Pointed Netscape at the https link for our LDAP system and registered the root cert 3) Added additional certs to the cert7.db file using the certutil utility on the HP system certutil -A -n GDS-TEST CA-PublicKeyCert -t C,C,C -i GDS-TEST CA- PublicKeyCert.der -d /cluster/remapp/app/.netscape 4) Configured up the AREA Configuration form 5) When testing the connection, the plugin logging (FINEST level) shows the following error... * Wed Jun 13 2007 16:57:24.0744 */ ARSYS.AREA.LDAP FINER ldap_simple_bind(cn=RemedyAdmin,ou=ServiceAccounts,o=Services, hidden) * Wed Jun 13 2007 16:57:24.0889 */ ARSYS.AREA.LDAP SEVERE Bind: Can't contact LDAP server (LDAPERR Code 81) * Wed Jun 13 2007 16:57:24.0892 */ ARSYS.AREA.LDAP SEVERE Bind: ldap_simple_bind failed [cn=RemedyAdmin,ou=ServiceAccounts,o=Services] * Wed Jun 13 2007 16:57:24.0898 */ -VL FAIL Does anyone have any ideas on how I can troubleshoot further? or is there something I've missed? Thanks In Advance, Kevin ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Rant
I'm not new to v7, and I haven't seen anything either. That's what leads me to believe that something new is coming. Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Wednesday, June 13, 2007 10:55 AM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant True...deprecated ordinarily means, Made obsolete/irrelevant by better, newer functionality. The wording of that message says, The Related Workflow tab was deprecated in 7.0. That suggests to me that the Related Workflow tab was replaced with something else that's newer and better IN VERSION 7.0! I'm still new to 7.0...but as far as I've seen, I've not seen anything that deprecates the Related Workflow functionality. ? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Wednesday, June 13, 2007 12:51 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant YOWZA. What are these people smoking? A deprecated element or attribute is one that has been outdated by newer constructs, and may be obsolete in future versions. That doesn't say to me that they aren't going to fix anything in it, that tells me they're planning on replacing it, and here's why. Did they change the structure of the function in v7? I don't see any evidence of that. Then it must mean that they plan on replacing it with something else. Let's hope that they don't take the one tool they offer that actually works (most of the time) and is VERY helpful and replace it with another RDP/Migrator mess of a pseudotool that costs extra and can't be trusted. Recent history with the wisdom and technical vision of BMC management has not left me filled with optimism on that score. Laura Esquibel is/was a pretty good tech there - it was probably her name there asking the question. Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Wednesday, June 13, 2007 10:15 AM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant I really hate to air dirty laundry ... but while we are all in rant mode... I know this is just one incident, but if all the ARSListers were to list just one then I wonder how many we could list? Note I did not pick this incident due to its relative importance in my stack. Rather it is just the first _shocking thing_, and also the first thing I found today. I think there are also an few interesting implications to this specific incident. So I think the merit of the content is important and thus I post it. I just choose to add it to this thread due to the applicability to the thread as well. ( Maybe a new thread should have been started, but why do we need more threads? ) Maybe some of you have heard about this too? (This was news to me.) History I created an RFE (SW00254884) as: improve Admin Tool Related Workflow tab display performance by adding indexes to object_search_ref form after sync process. Details: This is an RFE idea... Development Performance gains can be made by adding two indexes to the object_search_ref from. Specifically: Index one: Target Identifier (Field ID 9001) AND Index two: Target Form (Field ID 9012) If these indexes could be removed at the beginning of a resync and re-establish at the end then that would be even better. (But adding them in general would be a good thing IMHO.) I just came across the response for this RFE. ( I do not think I received it in email. And based on who it was addressed to I doubt that I did see it.) BMC RFE Response: Hi lesquibe, The Related Workflow tab was deprecated in 7.0 so this should no longer be an issue. Replacement of this feature is being considered in the future releases. Please don't hesitate to contact us should you have further questions on this RFE. Thanks, Info_removed_to_protect_the_confused / Product Manager Info_removed_to_protect_the_confused /@bmc.com My Summary: 1) I have no idea who lesquibe is, but I know that is not a name that I have ever used with Remedy/[EMAIL PROTECTED]@/BMC. ( Maybe a Level 1 Support person who did not inform me of the response from the Product Manager ? ) 2) Has anyone else been told that: a) The Related Workflow tab was deprecated in 7.0 OR b) That features will be removed (ok.. the feature is there but they are not going to fix it and I have doubts about its accuracy in v6.3 much less v7.) and replacements will be considered sometime in the future? 3) I also should add that I have no access to know WHEN the update/status happened on this RFE. All I appear to be able to see is that the incident was Resolved at 11/29/2006 2:27:18 PM with a solution code of Defect Submitted. So it was some time after that, but when... who knows? And the RFE is status is currently Resolved and classified as As Designed. -- Carey Matthew Black Remedy Skilled Professional
Re: BMC Rant
Sadly I had noticed this as well and have been debating for the last while about suggesting that the thread end. After around a 300 count the sheets just wrinkle easier and get caught up in the washing machine :-) Since senior BMC management don't tend to sit around wondering what we are talking about on the ARSlist, indeed I doubt they know it exists, targeting BMC UserWorld or an email campaign to the CEO might be more effective. . Daniel _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer Sent: June 13, 2007 10:30 AM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant ** Apparently WE are the only ones noticing that Patrick ! On 6/13/07, patrick zandi [EMAIL PROTECTED] wrote: ** We had this rant --- in Mar 15th.. I have noticed the RANT's are Getting Closer. -- Patrick Zandi __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Risk Level calculation in 7
Hi guys. I have a question that BMC doesn't seem to be able/willing to answer. I don't have 7 installed yet (still waiting on hardware) so I can't check myself. Does anybody know how rounding is handled in the calculation? If it's 3.4 is that 3? If it's 3.6 is that 4? If anybody knows, I'd appreciate the info. Thanks. Jack Covert Corporate IT Enterprise Systems Management Remedy Support Team Remedy Support Team Home Page http://collaborate.mckesson.com/sites/esm/remedy http://collaborate.mckesson.com/sites/esm/remedy ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ARS LDAP SSL
Hi Fred, The SSL port is set correctly..If the ldap directory didn't like the certificate..would you expect a different error?..or is the error I get a catch all one. Thanks, Kevin Quoting Grooms, Frederick W [EMAIL PROTECTED]: LDAP result code of 81 = Cannot contact LDAP server Double check to see if you are connecting to the SSL LDAP on the correct port (default for LDAP-SSL is 636). Look at the plugin log for the ldap_init line (should be a few above the error) Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kevin Murray Sent: Wednesday, June 13, 2007 12:04 PM To: arslist@ARSLIST.ORG Subject: ARS LDAP SSL Hi All, I just can't get the AREA plugin to communicate with our LDAP system over SSL (AR6.3 Patch 20/Novell eDirectory). Non-SSL connection works a treat, but am struggling to get the SSL connection to work. I've reviewed previous posts to no available. If anybody could give me some guidance it would truly appreciated. So far, I've: 1) Installed Netscape 4.79 on the Remedy Server (HP-UX) 2) Pointed Netscape at the https link for our LDAP system and registered the root cert 3) Added additional certs to the cert7.db file using the certutil utility on the HP system certutil -A -n GDS-TEST CA-PublicKeyCert -t C,C,C -i GDS-TEST CA- PublicKeyCert.der -d /cluster/remapp/app/.netscape 4) Configured up the AREA Configuration form 5) When testing the connection, the plugin logging (FINEST level) shows the following error... * Wed Jun 13 2007 16:57:24.0744 */ ARSYS.AREA.LDAP FINER ldap_simple_bind(cn=RemedyAdmin,ou=ServiceAccounts,o=Services, hidden) * Wed Jun 13 2007 16:57:24.0889 */ ARSYS.AREA.LDAP SEVERE Bind: Can't contact LDAP server (LDAPERR Code 81) * Wed Jun 13 2007 16:57:24.0892 */ ARSYS.AREA.LDAP SEVERE Bind: ldap_simple_bind failed [cn=RemedyAdmin,ou=ServiceAccounts,o=Services] * Wed Jun 13 2007 16:57:24.0898 */ -VL FAIL Does anyone have any ideas on how I can troubleshoot further? or is there something I've missed? Thanks In Advance, Kevin ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are This message was sent using IMP, the Internet Messaging Program. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Rant
wow ... you must be watching the shopping channels :) On 6/13/07, Thad K Esser [EMAIL PROTECTED] wrote: ** *( Maybe a new thread should have been started, but why do we need more threads? )* A higher thread count makes for more comfortable sheets so we can all sleep better. :-) *Thad Esser* Remedy Developer *Argue for your limitations, and sure enough, they're yours.*-- Richard Bach *Carey Matthew Black [EMAIL PROTECTED]* Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 06/13/2007 10:14 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: BMC Rant I really hate to air dirty laundry ... but while we are all in rant mode... I know this is just one incident, but if all the ARSListers were to list just one then I wonder how many we could list? Note I did not pick this incident due to its relative importance in my stack. Rather it is just the first _shocking thing_, and also the first thing I found today. I think there are also an few interesting implications to this specific incident. So I think the merit of the content is important and thus I post it. I just choose to add it to this thread due to the applicability to the thread as well. ( Maybe a new thread should have been started, but why do we need more threads? ) Maybe some of you have heard about this too? (This was news to me.) History I created an RFE (SW00254884) as: improve Admin Tool Related Workflow tab display performance by adding indexes to object_search_ref form after sync process. Details: This is an RFE idea... Development Performance gains can be made by adding two indexes to the object_search_ref from. Specifically: Index one: Target Identifier (Field ID 9001) AND Index two: Target Form (Field ID 9012) If these indexes could be removed at the beginning of a resync and re-establish at the end then that would be even better. (But adding them in general would be a good thing IMHO.) I just came across the response for this RFE. ( I do not think I received it in email. And based on who it was addressed to I doubt that I did see it.) BMC RFE Response: Hi lesquibe, The Related Workflow tab was deprecated in 7.0 so this should no longer be an issue. Replacement of this feature is being considered in the future releases. Please don't hesitate to contact us should you have further questions on this RFE. Thanks, Info_removed_to_protect_the_confused / Product Manager Info_removed_to_protect_the_confused /@bmc.com My Summary: 1) I have no idea who lesquibe is, but I know that is not a name that I have ever used with Remedy/[EMAIL PROTECTED]@/BMC. ( Maybe a Level 1 Support person who did not inform me of the response from the Product Manager ? ) 2) Has anyone else been told that: a) The Related Workflow tab was deprecated in 7.0 OR b) That features will be removed (ok.. the feature is there but they are not going to fix it and I have doubts about its accuracy in v6.3 much less v7.) and replacements will be considered sometime in the future? 3) I also should add that I have no access to know WHEN the update/status happened on this RFE. All I appear to be able to see is that the incident was Resolved at 11/29/2006 2:27:18 PM with a solution code of Defect Submitted. So it was some time after that, but when... who knows? And the RFE is status is currently Resolved and classified as As Designed. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ***IMPORTANT NOTICE: This communication, including any attachment, contains 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 binding signature.*** __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Risk Level calculation in 7
If it's 3.4 is that 3? If it's 3.6 is that 4? I believe this is correct - It rounds to the nearest number. -David J. Easter Sr. Product Manager, Service Management Business Unit BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Covert, Jack Sent: Wednesday, June 13, 2007 12:16 PM To: arslist@ARSLIST.ORG Subject: Risk Level calculation in 7 ** Hi guys. I have a question that BMC doesn't seem to be able/willing to answer. I don't have 7 installed yet (still waiting on hardware) so I can't check myself. Does anybody know how rounding is handled in the calculation? If it's 3.4 is that 3? If it's 3.6 is that 4? If anybody knows, I'd appreciate the info. Thanks. Jack Covert Corporate IT Enterprise Systems Management Remedy Support Team Remedy Support Team Home Page http://collaborate.mckesson.com/sites/esm/remedy http://collaborate.mckesson.com/sites/esm/remedy __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Risk Level calculation in 7
How sure are you? We'll be basing a lot of work off of this belief! Thanks David... Jack Corporate IT Enterprise Systems Management Remedy Support Team Remedy Support Team Home Page http://collaborate.mckesson.com/sites/esm/remedy -Original Message- From: Easter, David [mailto:[EMAIL PROTECTED] Sent: Wednesday, June 13, 2007 1:42 PM To: arslist@ARSLIST.ORG Subject: Re: Risk Level calculation in 7 This is a multi-part message in MIME format. --_=_NextPart_001_01C7ADFB.4D9236B9 Content-Type: text/plain; charset=us-ascii Content-Transfer-Encoding: quoted-printable If it's 3.4 is that 3? If it's 3.6 is that 4? =20 I believe this is correct - It rounds to the nearest number. =20 -David J. Easter Sr. Product Manager, Service Management Business Unit BMC Software, Inc. =20 The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Covert, Jack Sent: Wednesday, June 13, 2007 12:16 PM To: arslist@ARSLIST.ORG Subject: Risk Level calculation in 7 **=20 Hi guys. I have a question that BMC doesn't seem to be able/willing to answer. I don't have 7 installed yet (still waiting on hardware) so I can't check myself. =20 Does anybody know how rounding is handled in the calculation? If it's 3.4 is that 3? If it's 3.6 is that 4? =20 If anybody knows, I'd appreciate the info. Thanks. =20 Jack Covert =20 Corporate IT Enterprise Systems Management Remedy Support Team =20 =20 Remedy Support Team Home Page http://collaborate.mckesson.com/sites/esm/remedy http://collaborate.mckesson.com/sites/esm/remedy=20 =20 __20060125___This posting was submitted with HTML in it___=20 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are --_=_NextPart_001_01C7ADFB.4D9236B9 Content-Type: text/html; charset=us-ascii Content-Transfer-Encoding: quoted-printable ** !DOCTYPE HTML PUBLIC -//W3C//DTD HTML 4.0 Transitional//EN HTML xmlns:o =3D urn:schemas-microsoft-com:office:office xmlns:w =3D=20 urn:schemas-microsoft-com:office:word xmlns:st1 =3D=20 urn:schemas-microsoft-com:office:smarttagsHEAD META http-equiv=3DContent-Type content=3Dtext/html; = charset=3Dus-ascii META content=3DMSHTML 6.00.2900.3059 name=3DGENERATOR/HEAD BODY lang=3DEN-US vLink=3Dpurple link=3Dblue DIV dir=3Dltr align=3DleftSPAN class=3D758383320-13062007FONT = face=3DTahoma=20 color=3D#ff size=3D2SPAN class=3D758383320-13062007FONT = face=3DTahoma=20 color=3D#ff size=3D2gt; FONT face=3DArial color=3D#00If = it#8217;s 3.4 is that=20 3?nbsp; If it#8217;s 3.6 is that = 4?/FONT/FONT/SPAN/FONT/SPAN/DIV DIV dir=3Dltr align=3DleftSPAN class=3D758383320-13062007FONT = face=3DTahoma=20 color=3D#ff size=3D2SPAN=20 class=3D758383320-13062007/SPAN/FONT/SPANnbsp;/DIV DIV dir=3Dltr align=3DleftSPAN class=3D758383320-13062007FONT = face=3DTahoma=20 size=3D2SPAN class=3D758383320-13062007FONT face=3DArialFONT = face=3DTahomaI=20 believe t/FONThis is correct - /FONT/SPANIt rounds to the nearest=20 number./FONT/SPAN/DIV DIVFONT face=3DTahoma color=3D#ff size=3D2/FONTFONT = face=3DTahoma=20 color=3D#ff size=3D2/FONTnbsp;/DIV DIVSPAN class=3D758383320-13062007FONT face=3DTahoma = color=3D#ff size=3D2FONT=20 face=3DArial color=3D#00 DIV align=3DleftFONT face=3DTahoma color=3D#80 size=3D2-David J. = Easter/FONT/DIV DIV align=3DleftFONT face=3DTahoma color=3D#80 size=3D2Sr. = Product Manager,=20 Service Management Business Unit/FONT/DIV DIV align=3DleftFONT face=3DTahoma color=3D#80 size=3D2BMC = Software,=20 Inc./FONT/DIV DIV align=3DleftFONT face=3DTahoma color=3D#80 = size=3D1/FONTnbsp;/DIV DIV align=3DleftFONT face=3DTahoma color=3D#80 size=3D1The = opinions, statements,=20 and/or suggested courses of actionnbsp;expressed in this E-mail do not=20 necessarily reflect those of BMC Software, Inc.nbsp; My voluntary = participation=20 in this forum is not intended to convey a role as a spokesperson, = liaison or=20 public relations representative for BMC Software, = Inc./FONT/DIV/DIV P style=3DLINE-HEIGHT: 100%/FONT/FONT/SPAN HR tabIndex=3D-1 FONT face=3DTahoma size=3D2BFrom:/B Action Request System = discussion=20 list(ARSList) [mailto:[EMAIL PROTECTED] BOn Behalf Of /BCovert,=20 JackBRBSent:/B Wednesday, June 13, 2007 12:16 PMBRBTo:/B=20 arslist@ARSLIST.ORGBRBSubject:/B Risk Level calculation in=20 7BR/FONTBR P/P DIV/DIV**=20 META content=3DMicrosoft Word 11 (filtered medium)=20 name=3DGeneratoro:SmartTagType=20 namespaceuri=3Durn:schemas-microsoft-com:office:smarttags=20
Re: ARSPHP for Windows
Hi I have not seen a response on this. Just thought I would suggest some thing you might want to consider - while you can get the ARSPHP stuff going, you can also check out using the “AR System .NET and COM API” available at AR System community downloads. As this API is just a .NET assembly for which COM wrappers have been generated already, your PHP code simply can view this API as just as plain COM. This API is accessible from the COM applications as well - including the beloved PHP. So you can use this API without much effort in your PHP apps as well, although I have not tested using it from within PHP myself (though I don’t see a reason why it would not work - folks have used this API from VBScript, Jscript, Excel, ASP, IronPython, VB and so on, plus C#, VB.NET, ASP.NET etc.) Look at pages such as http://www.devarticles.com/c/a/PHP/Using-the-.NET-Assembly-in-PHP/ on info about using .NET assemblies from within PHP. Specifically on this article, you can go straight to “Writing PHP code” section as the .NET API assembly fulfills what is expected for it to be available for COM clients. Regards Appajee .NET API download instructions are pasted below: DOWNLOAD INSTRUCTIONS = To reach the download location, do the following: - Go to http://www.bmc.com/arsystem/dev_community/ - Click on Community Downloads - You should see this API listed under New to Community Downloads. Select it. [If you do not see this item, do the following: - In the Quick Search, choose Download Type: Utility, Category - API, Click Search button - Locate AR System .NET and COM API row in the resulting table, select it] - Click on View Download button - Please ensure that the version of this API shown is 7.1.2705.21284 or higher. (Overview tab → Download Version field value) - In the resulting page, go to Attachment tab * Download the attachment named readme.txt and open it for the installation instructions * Download the attachments named ARAPI71.NET1.zip ARAPI71.NET2.zip ARAPI71.NET3.zip ARAPI71.NET4.zip [We wanted to make them into 1 zip file, but Dev Community downloads has a limit on the attachment size to be 4MB; so we had to split the content into 4 separate files. Although these ZIP files are listed against UNIX platforms, as this API is just Windows only API, those attachment slots are simply used to place each of the 4 ZIP files and the platform names here have no significance).] * Unzip all these 4 files into same folder (say arapi.net). If any files are prompted to be overwritten - choose OK. * Follow the INSTALL instructions in readme.txt. * You may also download BMC.ARSystem.chm and BMC.Atrium.chm files, MSDN documentation files, for AR System API and CMDB API respectively. IMPORTANT NOTE: === 1. The .NET API still remains “unsupported” as was before. 2. This upgrade needs to be considered as part of the 7.1 Beta program. What do I mean by that? Feel free to download/evaluate/use this API even if you are not participating in the overall AR System 7.1 Beta program, or, need to interact with AR System servers of previously released versions. However, do expect that this revision of the API includes binaries from the 7.1 Beta content and/or may include features/behaviors that are subject to change. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
$NULL$ != $NULL$
I may be crazy, but I seem to recall from the dark recesses of my mind that when comparing values, if two values are $NULL$, the expression would evaluate to FALSE. That's the way it seemed to work at least up to v5.1.2. For example, suppose I have form A and form B and I do a PUSH FIELDS from A to B if field1on A is equal to field2 on B. As I recall-and I'm pretty certain this is true-if field1 is NULL and field2 is NULL, the PUSH FIELDS qualification fails because it evaluates to FALSE. It seems with version 6.3 (and higher?) this type of expression now evaluates to TRUE??? Am I crazy? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: $NULL$ != $NULL$
Nope Norm, I don't think your crazy! I believe your on the money. On 6/13/07, Kaiser Norm E CIV USAF 96 CS/SCCE [EMAIL PROTECTED] wrote: ** I may be crazy, but I seem to recall from the dark recesses of my mind that when comparing values, if two values are $NULL$, the expression would evaluate to FALSE. That's the way it seemed to work at least up to v5.1.2 . For example, suppose I have form A and form B and I do a PUSH FIELDS from A to B if field1on A is equal to field2 on B. As I recall—and I'm pretty certain this is true—if field1 is NULL and field2 is NULL, the PUSH FIELDS qualification fails because it evaluates to FALSE. It seems with version 6.3 (and higher?) this type of expression now evaluates to TRUE??? Am I crazy? __20060125___This posting was submitted with HTML in it___ -- Warren R. Baltimore II Remedy Developer UW Medicine IT Services School of Medicine University of Washington Box 358220 1325 Fourth Ave, Suite 2000 Seattle, WA 98101 The opinions expressed in this e-mail are in no way those of the University of Washington, or the State of Washington. They are my own. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Web Service Date/Time Format
Hi All, We are consuming a Remedy web service from an external code and using the OpGet List operatin. When returning the date we receive the date in the following format; 2007-06-13T17:37:44+02:00 How can this date/time be changed to only show 2007-05-23 19:40:00 instead of 2007-06-13T17:37:44+02:00? Regards Francois ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Risk Level calculation in 7
Hi Jack, Can I assume by this question that you know how the Risk level is calculated? If so could you let me know? We are in the process of rolling change out to one of our sites and I'm trying to 'tweak' the risk question answers so it will give the result we want, knowing how the risk level is actually calculated would be very useful. (in answer to your question, I didn't realise that it would do 3.4 etc, so I can't answer your question sorry) Thanks, Ross On 6/14/07, Covert, Jack [EMAIL PROTECTED] wrote: ** Hi guys. I have a question that BMC doesn't seem to be able/willing to answer. I don't have 7 installed yet (still waiting on hardware) so I can't check myself. Does anybody know how rounding is handled in the calculation? If it's 3.4is that 3? If it's 3.6 is that 4? If anybody knows, I'd appreciate the info. Thanks. Jack Covert *Corporate IT* *Enterprise** Systems Management* *Remedy Support** Team* *Remedy Support** Team Home Page* *http://collaborate.mckesson.com/sites/esm/remedy*http://collaborate.mckesson.com/sites/esm/remedy __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Risk Level calculation in 7
85.5972% sure - rounded up to 86%. But seriously, I checked with some internal folks this was the answer. I have not tried it myself. Thanks, -David J. Easter Sr. Product Manager, Service Management Business Unit BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Covert, Jack Sent: Wednesday, June 13, 2007 1:44 PM To: arslist@ARSLIST.ORG Subject: Re: Risk Level calculation in 7 How sure are you? We'll be basing a lot of work off of this belief! Thanks David... Jack Corporate IT Enterprise Systems Management Remedy Support Team Remedy Support Team Home Page http://collaborate.mckesson.com/sites/esm/remedy -Original Message- From: Easter, David [mailto:[EMAIL PROTECTED] Sent: Wednesday, June 13, 2007 1:42 PM To: arslist@ARSLIST.ORG Subject: Re: Risk Level calculation in 7 This is a multi-part message in MIME format. --_=_NextPart_001_01C7ADFB.4D9236B9 Content-Type: text/plain; charset=us-ascii Content-Transfer-Encoding: quoted-printable If it's 3.4 is that 3? If it's 3.6 is that 4? =20 I believe this is correct - It rounds to the nearest number. =20 -David J. Easter Sr. Product Manager, Service Management Business Unit BMC Software, Inc. =20 The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Covert, Jack Sent: Wednesday, June 13, 2007 12:16 PM To: arslist@ARSLIST.ORG Subject: Risk Level calculation in 7 **=20 Hi guys. I have a question that BMC doesn't seem to be able/willing to answer. I don't have 7 installed yet (still waiting on hardware) so I can't check myself. =20 Does anybody know how rounding is handled in the calculation? If it's 3.4 is that 3? If it's 3.6 is that 4? =20 If anybody knows, I'd appreciate the info. Thanks. =20 Jack Covert =20 Corporate IT Enterprise Systems Management Remedy Support Team =20 =20 Remedy Support Team Home Page http://collaborate.mckesson.com/sites/esm/remedy http://collaborate.mckesson.com/sites/esm/remedy=20 =20 __20060125___This posting was submitted with HTML in it___=20 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are --_=_NextPart_001_01C7ADFB.4D9236B9 Content-Type: text/html; charset=us-ascii Content-Transfer-Encoding: quoted-printable ** !DOCTYPE HTML PUBLIC -//W3C//DTD HTML 4.0 Transitional//EN HTML xmlns:o =3D urn:schemas-microsoft-com:office:office xmlns:w =3D=20 urn:schemas-microsoft-com:office:word xmlns:st1 =3D=20 urn:schemas-microsoft-com:office:smarttagsHEAD META http-equiv=3DContent-Type content=3Dtext/html; = charset=3Dus-ascii META content=3DMSHTML 6.00.2900.3059 name=3DGENERATOR/HEAD BODY lang=3DEN-US vLink=3Dpurple link=3Dblue DIV dir=3Dltr align=3DleftSPAN class=3D758383320-13062007FONT = face=3DTahoma=20 color=3D#ff size=3D2SPAN class=3D758383320-13062007FONT = face=3DTahoma=20 color=3D#ff size=3D2gt; FONT face=3DArial color=3D#00If = it#8217;s 3.4 is that=20 3?nbsp; If it#8217;s 3.6 is that = 4?/FONT/FONT/SPAN/FONT/SPAN/DIV DIV dir=3Dltr align=3DleftSPAN class=3D758383320-13062007FONT = face=3DTahoma=20 color=3D#ff size=3D2SPAN=20 class=3D758383320-13062007/SPAN/FONT/SPANnbsp;/DIV DIV dir=3Dltr align=3DleftSPAN class=3D758383320-13062007FONT = face=3DTahoma=20 size=3D2SPAN class=3D758383320-13062007FONT face=3DArialFONT = face=3DTahomaI=20 believe t/FONThis is correct - /FONT/SPANIt rounds to the nearest=20 number./FONT/SPAN/DIV DIVFONT face=3DTahoma color=3D#ff size=3D2/FONTFONT = face=3DTahoma=20 color=3D#ff size=3D2/FONTnbsp;/DIV DIVSPAN class=3D758383320-13062007FONT face=3DTahoma = color=3D#ff size=3D2FONT=20 face=3DArial color=3D#00 DIV align=3DleftFONT face=3DTahoma color=3D#80 size=3D2-David J. = Easter/FONT/DIV DIV align=3DleftFONT face=3DTahoma color=3D#80 size=3D2Sr. = Product Manager,=20 Service Management Business Unit/FONT/DIV DIV align=3DleftFONT face=3DTahoma color=3D#80 size=3D2BMC = Software,=20 Inc./FONT/DIV DIV align=3DleftFONT face=3DTahoma color=3D#80 = size=3D1/FONTnbsp;/DIV DIV align=3DleftFONT face=3DTahoma color=3D#80 size=3D1The = opinions, statements,=20 and/or suggested courses of actionnbsp;expressed
Re: Risk Level calculation in 7
The entries are given a percentage value 20,40,60,80 and 100. The selection of yes or no will either provide a 100% or less calculation. I did not have time to find what form hols the value range that will set the risk level. This is similar to how Priority is now calculated in Incident from Urgency and Impact. -Original Message- From: Ross carins [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wed, 13 Jun 2007 5:44 pm Subject: Re: Risk Level calculation in 7 ** Hi Jack, Can I assume by this question that you know how the Risk level is calculated? If so could you let me know? We are in the process of rolling change out to one of our sites and I'm trying to 'tweak' the risk question answers so it will give the result we want, knowing how the risk level is actually calculated would be very useful. (in answer to your question, I didn't realise that it would do 3.4 etc, so I can't answer your question sorry) Thanks, Ross On 6/14/07, Covert, Jack [EMAIL PROTECTED] wrote: ** Hi guys. I have a question that BMC doesn't seem to be able/willing to answer. I don't have 7 installed yet (still waiting on hardware) so I can't check myself. Does anybody know how rounding is handled in the calculation? If it's 3.4 is that 3? If it's 3.6 is that 4? If anybody knows, I'd appreciate the info. Thanks. Jack Covert Corporate IT Enterprise Systems Management Remedy Support Team Remedy Support Team Home Page http://collaborate.mckesson.com/sites/esm/remedy __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ AOL now offers free email to everyone. Find out more about what's free from AOL at AOL.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
User Migration
Hello List, I am migrating from ITSM 5.x to 7.x to a new box by performing fresh installion ( as the standard practices does not allow to upgrade from 5.x to 7.x), how can I migrate all the users with their licensing information to the new box? Any help is greatly appreciated. Thanks in advance, Manthan - Get the Yahoo! toolbar and be alerted to new email wherever you're surfing. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
