Re: Admin user used in plugin

[Jarl Grøneng]

It would be much easier to be able to use the "Remedy Application
Service" account. The only information I need is admin account and
password since the plugin gonna access users logged into the system.

I think its better to use the ARONFDIR var, since the plugin gets
startet from the plugin daemon and the server can be startet by
init.d.

The need of encryption is because of customer requirement

Thanks,

--
Jarl

On 7/14/07, Axton <[EMAIL PROTECTED]> wrote:

I've toyed with this a bit.

I am working on an ardbc plugin that uses its own configuration file.
The config file is parsed using yacc.  Some pointers on using your own
config file:

- the cwd of arplugind is the bin directory, therefore, files in the
conf directory can be accessed using "../conf/myplugin.conf".
#define ARDBCSQL_CONFIG_FILE"../conf/ardbcsql.conf"

- ARPluginInitialization is the place to load the config file

- If you plan on making the source available, I really don't see why
encryption is necessary.  File based permissions are a better
approach.  Encryption would be good if you could use some type of user
provided value as part of the encryption scheme, but then the people
using the program have to keep that secret value somewhere safe.

- I've toyed with using the 'Remedy Application Service' account for
similar things, but I'm missing something with this account.

- Depending on the complexity and number of the configuration values
you require, you may not want to use ar.conf.  For example, the thing
I've been toying with parses a config file that looks like this:

arserver: arsdev
username: Demo
password: ""
tcpport: 4050
rpcprog: 0
table "User:LicenseCount"
{
   form: User
   groupby: 108, 109
   aggregate "distinct_users" {
  field: 101
  function: COUNT, DISTINCT
   }
   aggregate "distinct_emails"
   {
  field: 108
  function: COUNT
  function: DISTINCT
   }
}

This isn't something you would want to stick in ar.conf.  It all
depends on what you plan to do.

Axton Grams

On 7/13/07, Jarl Grøneng <[EMAIL PROTECTED]> wrote:
> Hi,
>
> I need to use an admin account in a plugin(ARDBC/ARF) I develop.
> I could use a configuration file, ar.conf file? Still need to encrypt
> the password...
>
> Any ideas?
>
> Regards,
> Jarl
>
> 
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Re: Admin user used in plugin

[Axton]

I've toyed with this a bit.

I am working on an ardbc plugin that uses its own configuration file.
The config file is parsed using yacc.  Some pointers on using your own
config file:

- the cwd of arplugind is the bin directory, therefore, files in the
conf directory can be accessed using "../conf/myplugin.conf".
#define ARDBCSQL_CONFIG_FILE"../conf/ardbcsql.conf"

- ARPluginInitialization is the place to load the config file

- If you plan on making the source available, I really don't see why
encryption is necessary.  File based permissions are a better
approach.  Encryption would be good if you could use some type of user
provided value as part of the encryption scheme, but then the people
using the program have to keep that secret value somewhere safe.

- I've toyed with using the 'Remedy Application Service' account for
similar things, but I'm missing something with this account.

- Depending on the complexity and number of the configuration values
you require, you may not want to use ar.conf.  For example, the thing
I've been toying with parses a config file that looks like this:

arserver: arsdev
username: Demo
password: ""
tcpport: 4050
rpcprog: 0
table "User:LicenseCount"
{
  form: User
  groupby: 108, 109
  aggregate "distinct_users" {
 field: 101
 function: COUNT, DISTINCT
  }
  aggregate "distinct_emails"
  {
 field: 108
 function: COUNT
 function: DISTINCT
  }
}

This isn't something you would want to stick in ar.conf.  It all
depends on what you plan to do.

Axton Grams

On 7/13/07, Jarl Grøneng <[EMAIL PROTECTED]> wrote:

Hi,

I need to use an admin account in a plugin(ARDBC/ARF) I develop.
I could use a configuration file, ar.conf file? Still need to encrypt
the password...

Any ideas?

Regards,
Jarl

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Re: Error 297: Admin released license too recently

[Steven Pataray]

Sorry it didn't take all my changes.

Just logon back into Remedy using the User tool with whatever account
you were using on the Mid-Tier and then logoff or close the User tool
and it'll log that account out. From my understanding Mid-Tier cannot
detect that you logged off when your browser crashes or you click on
the X. But the User Tool is can detect this.

This way works better than using the Admin tool since the
App-Administrator's can perform it. For normal support users since I
use AD to resolve I have the password field blank. When users call
saying they can't log back in to Mid-Tier I just set a password,
logon/logoff as them then blank the password out again.

Thanks
Steve

On 7/13/07, Steven Pataray <[EMAIL PROTECTED]> wrote:

If you can keep the Remedy User client available while you are testing
and the Mid-Tier crashes, just logon to Remedy with that account

On 7/12/07, Durrant, Michael M. - ITSD <[EMAIL PROTECTED]> wrote:
> Thanks to everyone that responded.
>
> I'm doing some testing using the Mid-Tier and things don't always end
> like I expect them to - mostly Internet Explorer crashing in a most
> spectacular fashion.  Being the wily coyote that I am, I go back to the
> drawing board and try again... Except I can't login because the license
> didn't release.   Something I failed to mention in my original message
> is that it's a Read license.
>
> As a workaround, I've created a series of test users instead of relying
> on my one.  While I understand their logic for having this "feature", it
> would be nice to have the option during development.
>
> Thanks again,
>
> Michael
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
> Sent: Thursday, July 12, 2007 11:50 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Error 297: Admin released license too recently
>
> Michael,
>
> I think... ( I have never tested it) if you were to stop an start the
> ARS server then you might be able to get "around" that limit.
>
> However, it would cause a total outage of your ARS server while your
> doing the stop/start process. And if your using even just the Service
> Desk application that process might take several minutes to 15 minutes.
> (Depending on several performance factors.) So I really doubt that this
> approach is a practical solution.
>
>
> Can you describe why this "feature" is a problem for you?
>
> --
> 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 7/12/07, Durrant, Michael M. - ITSD <[EMAIL PROTECTED]> wrote:
> > **
> >
> > I can only release a license every 2 hours??? Is there somewhere I can
>
> > change this??? Extremely frustrated...
> >
> > Thanks in advance,
> >
> > Michael
>
> 
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Re: Error 297: Admin released license too recently

[Steven Pataray]

If you can keep the Remedy User client available while you are testing
and the Mid-Tier crashes, just logon to Remedy with that account

On 7/12/07, Durrant, Michael M. - ITSD <[EMAIL PROTECTED]> wrote:

Thanks to everyone that responded.

I'm doing some testing using the Mid-Tier and things don't always end
like I expect them to - mostly Internet Explorer crashing in a most
spectacular fashion.  Being the wily coyote that I am, I go back to the
drawing board and try again... Except I can't login because the license
didn't release.   Something I failed to mention in my original message
is that it's a Read license.

As a workaround, I've created a series of test users instead of relying
on my one.  While I understand their logic for having this "feature", it
would be nice to have the option during development.

Thanks again,

Michael

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Thursday, July 12, 2007 11:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: Error 297: Admin released license too recently

Michael,

I think... ( I have never tested it) if you were to stop an start the
ARS server then you might be able to get "around" that limit.

However, it would cause a total outage of your ARS server while your
doing the stop/start process. And if your using even just the Service
Desk application that process might take several minutes to 15 minutes.
(Depending on several performance factors.) So I really doubt that this
approach is a practical solution.


Can you describe why this "feature" is a problem for you?

--
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 7/12/07, Durrant, Michael M. - ITSD <[EMAIL PROTECTED]> wrote:
> **
>
> I can only release a license every 2 hours??? Is there somewhere I can

> change this??? Extremely frustrated...
>
> Thanks in advance,
>
> Michael


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NetExpert NXRI 6.0.1 and ARS 7.0.1

[Gary Dries]

Has anyone successfully configured NetExpert NXRI 6.0.1 and ARS 7.0.1, any
help would be greatly appreciated.

We use NetExpert to Monitor network devices and have the Alarms sent to
Remedy via the NXRI interface, and API process that was written by the
makers of NetExpert.  We are using NXRI 6.0.1 in a Unix environment and ARS
7.0.1 is on a Sun Solairs server and an Oracle 10g DB.

The problem is when the NXRI Agent opens the gateway to the ARS server the
arserverd daemon fails with a Misc TLI error 90 RPC Connection Failed in the
NXRI log and a Signal 11 error in the arerror.log

Fri Jul 13 13:32:19 2007  390620 : AR System server terminated when a
signal/exception was received by the server (ARNOTE 20)
Fri Jul 13 13:32:19 2007 11
  Timestamp: Fri Jul 13 2007 13:32:19.9094
  Thread Id: 7
  Version: 7.0.01 patch 002 RTPD BUILD 200703152215 Mar 16 2007 02:53:26
  ServerName: txfriqarm2s
  Database: SQL -- Oracle
  Hardware: sun4u
  OS: SunOS 5.9
  RPC Id: 64
  RPC Call: 1
  RPC Queue: 390620
  Client: User wbbnoc from Pre 5.0 Client Tool (protocol 7) at IP address
10.14.1.23
  Logging On: API

Stacks:
/opt/ar/txcarcqrm2s/bin/arserverd:DumpStackTrace+0x88
/opt/ar/txcarcqrm2s/bin/arserverd:SignalTrapProc+0x160
/usr/lib/libthread.so.1:0x15b0c
/usr/lib/libthread.so.1:0xf804
/usr/lib/libthread.so.1:0xf9b4
/usr/lib/libc.so.1:strcpy+0x2f8 [ Signal 11 (SEGV)]
/opt/ar/txcarcqrm2s/bin/arserverd:NotifyRegInfoToLatestControl+0x50
/opt/ar/txcarcqrm2s/bin/arserverd:ntregisterserver_5_svc+0x13c
/opt/ar/txcarcqrm2s/bin/arserverd:HandleRPCs+0x134e0
/opt/ar/txcarcqrm2s/bin/arserverd:WorkerThread+0x5f4
/opt/ar/txcarcqrm2s/bin/arserverd:RestartableThreadMain+0x60
/opt/ar/txcarcqrm2s/bin/arserverd:UnixThreadStartRoutine+0xe8
/usr/lib/libthread.so.1:0x157b4


--
Gary Dries

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B2B Integration Standards

[Hall Chad - chahal]

Does anyone know of any standards for exchanging incidents with external
companies through a B2B integration? We have a home-grown Java web
service integrated with our custom Remedy incident management
application. We use our own XML schema, data elements, data values, and
transactions which are based on our own processes. This works fine now,
but as we branch out with more partners we're considering adhering more
closely to industry standards, if there are any. I've researched some
info from The Consortium for Service Innovation but I'm not sure how
well this has been adopted and I'm a little concerned that it still
pushes the use of HTTP POST instead of web services. 

 

Has anyone gone down this road before? If so, do you have any
suggestions? Success stories? Challenges?

 

Thanks!

 

 

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501.342.2650 office  |  501.472.1379 wireless  |  501.342.3911 fax

 

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<>

Re: Automation of user-data

[Carolyn Agabin]

Hi, Neel.

 

You could give Quickstart Standard Datalink a try.  You need to do the
initial setup on the csv files, but once it is setup, you can use these
files to load your data repeatedly.  It not only reloads people entries but
also company, organization, location, support group, operation
categorization, product categorization and group assignment
(CFG:Assignment).  This product is free and can be downloaded here:
http://www.effect-tech.com/products2.html

 

Carolyn 

Effective Technologies

www.effect-tech.com  

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Neel Guatam
Sent: Friday, July 13, 2007 11:29 AM
To: arslist@ARSLIST.ORG
Subject: Automation of user-data

 

Hello listers,

 

Is there a way to automate creation of test-users in AR 7.0.1? Every time we
do a refresh we have to re-load test users. We can import customers through
import tool but we are not able to import system users or test incidents for
performance testing. Is there like a macro or some tool that could be used
for this?

 

Thanks in advance.

 

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.

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Re: Change Management

[Rick Cook]

Ah, now I understand.  It would seem reasonable to track the changing of
configuration data, though a CR seems a bit burdensome for so small a
change.  It could be a useful means of encouraging a measured approach to
changing something as important as group names, though.

The bigger issue for me is that I wouldn't let anyone who doesn't understand
how Remedy uses groups within 50 feet of them, especially if things like
Assignment and notifications were based upon that data.  That's why Remedy
installations have data administrators - to keep many cooks from spoiling
the soup.

Rick

On 7/13/07, Kathy Morris <[EMAIL PROTECTED]> wrote:


** The end users want to rename the group names (disable and create new).
The impact on the CI's is one concern.  Are most companies submitting a
support group name change as an incident.  The only CR created was for the
new names.  These are cosmetic changes not organizational changes.



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Get a sneak peak of the all-new 
AOL.com
.
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--
Rick Cook
Cook Enterprises
253-278-4112

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Re: Change Management

[Kathy Morris]

The end users want to rename the group names (disable and create  new).  The 
impact on the CI's is one concern.  Are most companies  submitting a support 
group name change as an incident.  The only CR created  was for the new names.  
These are cosmetic changes not organizational  changes.



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Re: Change Management

[Rick Cook]

I would think that typically, the changing of the group would be a
downstream effect of an employee changing departments or supervisors, unless
it's mostly a cosmetic change.  In any case, while that process could be
handled by CM, I have not seen organizations track changes to that
level.  Changing permissions and/or groups seems more of a better fit for a
Task, perhaps one subordinate to a CR, to ensure the necessary approvals for
the change.  Perhaps it could be a CR that does not require approval, so
that the administrative change could still be tracked?

Rick

On 7/13/07, Kathy Morris <[EMAIL PROTECTED]> wrote:


** Hi All,

We are trying to determine our scope for changes.

I was curious what other businesses are implementing

When a user wants to change their support group, are these being approved
first by change management.  Are some support group changes run thru the
approval process or specific types?



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Friday Humor: PAPER ADS

[Chapman, Colin]

 
Real Newspaper Ads


> FREE YORKSHIRE TERRIER
> 8 years old.  Hateful little dog.  Bites
> 
> FREE PUPPIES:
> 1/2 Cocker Spaniel,  1/2 sneaky neighbor's dog
> 
> FREE PUPPIES...
> Mother, AKC German Shepherd.
> Father, Super Dog...able to leap tall fences in a
> single bound.
> 
> FOUND DIRTY WHITE DOG.
> Looks like a rat ... been out a while.  Better be a
> reward.
> 
> COWS, CALVES:  NEVER BRED.
> Also 1 gay bull for sale.
> 
> NORDIC TRACK
> $300 Hardly used,  call Chubby.
> 
> GEORGIA PEACHES
> California grown -  89 cents lb.
> 
> JOINING NUDIST COLONY!
> Must sell washer and dryer $300.
> 
> WEDDING DRESS FOR SALE .
> WORN ONCE BY MISTAKE.   Call Stephanie.
> 
> AND THE BEST ONE :
> 
> FOR SALE BY OWNER:
> Complete set of Encyclopedia Britannica, 45 volumes
> Excellent condition
> $1,000 or best offer
> No longer needed,  got married last month.
> Wife knows everything.



 

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Change Management

[Kathy Morris]

Hi All,
 
We are trying to determine our scope for changes.
 
I was curious what other businesses are implementing
 
When a user wants to change their support group, are these being approved  
first by change management.  Are some support group changes run thru the  
approval process or specific types?



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Re: Remedy User Tool gets an application error every time you close

[Ron Legters]

Now that I think of it, number 2 is how we fixed it, too. We just
upgraded all of our users to V7 user tool, even though we weren't on V7
on the server yet.

Thanks, 
Ron
Tools Admin

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Gary Dries
Sent: Thursday, July 12, 2007 11:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy User Tool gets an application error every time you
close


** I did have this problem, and it was the same version and the 1412
patch, I also when down the path of logging client side active links,
and could find nothing.  Plus is was not consistent, not all users had
the error on exit.  One of two solutions resolved the issue. 
1. A simple uninstall and reinstall of the same version User tool
sometimes fixed the issue.
2. In other cases it was necessary to install the 7x user tool, we
eventually did this across the board.

The only thing we could determine was there was some other applications
registry entry that conflicted with the entry of the version 6 1412
patch Remedy User tool, but could never pin it down completely. 
__20060125___This posting was submitted with HTML in
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Automation of user-data

[Neel Guatam]

Hello listers,

 

Is there a way to automate creation of test-users in AR 7.0.1? Every
time we do a refresh we have to re-load test users. We can import
customers through import tool but we are not able to import system users
or test incidents for performance testing. Is there like a macro or some
tool that could be used for this?

 

Thanks in advance.

 

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.

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Admin user used in plugin

[Jarl Grøneng]

Hi,

I need to use an admin account in a plugin(ARDBC/ARF) I develop.
I could use a configuration file, ar.conf file? Still need to encrypt
the password...

Any ideas?

Regards,
Jarl

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Re: Remedy User Tool gets an application error every time you close

[Basile, Cindy]

It seems to be just new users that are added.  We have users on patch
1412 and 1454, both have app errors when new users are logging in.
We've been up and running on Remedy for 5 years, this started
intermittently a year ago.
 
I've tried the uninstall, no help.  



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Gary Dries
Sent: Thursday, July 12, 2007 11:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy User Tool gets an application error every time you
close


** I did have this problem, and it was the same version and the 1412
patch, I also when down the path of logging client side active links,
and could find nothing.  Plus is was not consistent, not all users had
the error on exit.  One of two solutions resolved the issue. 
1. A simple uninstall and reinstall of the same version User tool
sometimes fixed the issue.
2. In other cases it was necessary to install the 7x user tool, we
eventually did this across the board.

The only thing we could determine was there was some other applications
registry entry that conflicted with the entry of the version 6 1412
patch Remedy User tool, but could never pin it down completely. 
__20060125___This posting was submitted with HTML in
it___ 


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Re: Urgent: "-" in email address causes a problem in sending email

[Neel Guatam]

Ian,

 

Thank you so much for the detailed iformation, much appreciated.

 

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 Ian Trimnell
Sent: Friday, July 13, 2007 9:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: Urgent: "-" in email address causes a problem in sending
email

 

Neel Guatam wrote: 

Ian Trimnell gave a defect ID in initial post - SW00271676. However, I
can't seem to find that defect on BMC's support-site. Can anyone see
that defect number on their site?
  

I don't know why we can't see this defect on BMC's site, if anyone out
there from BMC can shed light on this then that would be useful.  I seem
to remember in the old days we could look up a defect by it's number -
not now :-( 

However, I can access the detailsvia the 'Defects/RFEs/CARs' tab in the
Issue information.  It states:

Information for

SW00271676

Summary

Email notifications are being sent out twice randomly

Details

1. DROP/BUILD BUG OCCURS IN (IF PRE-RELEASE)
ARS 7.0.1
Email Engine 7.0.1 Patch 003
Windows Server 2003
outlook 2003
Exchange server 2003

2. STEPS TO REPRODUCE:
Configure email engine with MAPI or SMTP.
Create Outlook Profile for user which is configured in Email engine
configuration form.
Send Email to the users using Email Engine Message Form.
It will send random duplicate emails.
In Email Engine Message form it shows only one outgoing message but in
outlook it recieves duplicate messages.

3. ACTUAL RESULTS:
Sending duplicate email.

4. EXPECTED RESULTS:
should not send duplicate email.

5. BUSINESS IMPACT:
HIGH

6. ADDITIONAL INFO:

I have re-produced this problem with MAPI and SMTP both. It is showing
that some messages are getting duplicated randomly.

The rest of the information is blank apart from the 'Type' field which
has a value of "Product".  Oh yes, the timestamp on Issue is 13/07/2007
05:39:09.

Hope this all helps.

Ian



Ian Trimnell, AR System Lead Developer (amongst other jobs),
Specialist Support & Information Team, Academic & Administrative
Computing Service
Open University, MILTON KEYNES, UK
Phone: 01908 653741   web: http://www.open.ac.uk/ 

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Re: Urgent: "-" in email address causes a problem in sending email

[Jarl Grøneng]

Does it always send messages to Security group when an email are sent
to [EMAIL PROTECTED]

Then is should be quite easy to recreate the issue.

--
Jarl

On 7/13/07, Neel Guatam <[EMAIL PROTECTED]> wrote:

Hi Evans,

The "-" is in the customer's e-mail address. It's like
[EMAIL PROTECTED] and then we have a support-group
called security. So when a user sends an outbound email to that
email-address, it actually sends an email to ALL members of "security"
support-group.

Thanks in advance.

~ Neel.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Evans.Randy
Sent: Friday, July 13, 2007 8:39 AM
To: arslist@ARSLIST.ORG
Subject: Re: Urgent: "-" in email address causes a problem in sending
email

Is the dash in the user name or in the domain name, our domain has a
dash and we haven't experienced any issues.


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Re: License Usage

[Kaiser Norm E CIV USAF 96 CS/SCCE]

By my interpretation, that would be OK because you're not doing any type
of "middle processing" to skirt the license agreement.

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Frank Caruso
Sent: Friday, July 13, 2007 10:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: License Usage

 

** OK ... new scenario.

If the Remedy login being used from the web site creates an "event type"
record in Remedy. Then, an alert fires to a user (or group of users)
letting them know that there is updated information for a particular
ticket. The end users will then, for example, double click a record
(push a button) which will push the updated information to the ticket. 

In then end, the Web user is only submitting records and it will be up
to an actual logged in Remedy user to push the updates to the ticket.

Would this be acceptable license usage?



On 6/29/07, Payne, George <[EMAIL PROTECTED]> wrote:

The funny thing is that a respected Remedy Trainer (who will remain
un-named) brought up a very similar question in a class he was teaching
on Application Design in the spring of 2006.  My solution was to submit
a ticket to a child and then update the parent with workflow and he
assured me that this would be 100% legal based on the current licensing
scheme.

Hmmm...maybe he was wrong, but I understand that he employed this 
technique in a recent mid-west installation with a very large customer
who was looking to circumnavigate the enormous licensing fees that they
were amassing.

Gp

George Payne
Assistant Director, User Services 
Information Technology Services
University of Texas at Austin
512.232.7513

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto: arslist@ARSLIST.ORG  ] On Behalf Of
[EMAIL PROTECTED]
Sent: Friday, June 29, 2007 10:29 AM
To: arslist@ARSLIST.ORG
Subject: Re: License Usage 

I would also agree that it has been a longstanding license violation.
Since the
early days of 4.x at least, the 'read' license was limited to
submission of new
records and querying, and modification of records required a change 
license.

When RemedyWeb came out it was possible to make updates to the display
only Web
form that would trigger a filter that would make background database
updates by
the Web user, but doing such an update was specifically not permitted 
due to the
clause above.  Any other method, including a single user being used by
multiple
workstations, is also such a licensing violation.

Louise van Hine
KTSL Limited

Quoting "L. J. Head" < [EMAIL PROTECTED]>:

> **  My understanding is that it would be a violation based on the
> 'no group user accounts' policy...I've never read the agreement 
> myself but understand it as such.
>
> -
>  FROM: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG ] ON BEHALF OF Frank Caruso
> SENT: Friday, June 29, 2007 8:58 AM
> TO: arslist@ARSLIST.ORG
> SUBJECT: License Usage
>
>  ** Looking for feedback on whether the following set up would 
> violate a license agreement with BMC:
> Putting up web sites (not MidTier) where end users can submit and
> update records but the web site authenticates with the ARS server
> using one ID.
> This ID has been granted a Fixed license and each site will have a 
> unique Remedy ID attached to it. Also, it is possible that many of
> the users submitting and updating tickets through these web sites
> will have a Remedy login with a Floating license, however, the web 
> sites will not use that ID to authenticate.
> I believe that this would be a violation but cannot find anything
> written from BMC that states it would.
> Thank you
>
> __20060125___This posting was submitted with HTML 
> in it___  __20060125___This posting was submitted
> with HTML in it___


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Specific Integration, Inc.
Senior Remedy Engineer, ITIL Foundation Certified 
www.specificintegration.com
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Re: Create Audit Trail for last Updated Support Login

[Hromyak, Nicholas (DHCS-ITSD)]

Won't the built-in Audit Trail in Helpdesk do this for you now?  

 

I recall there were some bugs in the original Audit trail, but it seems
they were some qualifier issues.  If it is not listed there, check out
the Audit form(s) and see what is missing.  I could go look at my notes
and or App if you're really interested to see what was missing.  


When certain fields are changed, the Audit trail lists them.

 

Nick

 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Siti Hawa Bee SHAIK FARID
Sent: Thursday, July 12, 2007 7:36 PM
To: arslist@ARSLIST.ORG
Subject: Create Audit Trail for last Updated Support Login

 

Dear Listers,

Has anyone had created an audit trail to check who is the last person
that had login and update the helpdesk case?

 

I tried using last modified by but difficult to track as it will auto
changed to AR Escalator by the system. 

 

Can someone assist on how to implement this workflow? I would like to
capture this info in helpdesk audit trail.

 

System :

AR version 6.3 Patch 20

AR Helpdesk version 6.0 

AR SLA 6.0 Patch P-1498

 

 

Best Regards, 
Siti Hawa Bee 

My Favourite Quote " No person can be a great leader unless he takes
genuine joy in successes of those under him" - W A Nance 

UOB EMAIL DISCLAIMER
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Re: License Usage

[Frank Caruso]

OK ... new scenario.

If the Remedy login being used from the web site creates an "event type"
record in Remedy. Then, an alert fires to a user (or group of users) letting
them know that there is updated information for a particular ticket. The end
users will then, for example, double click a record (push a button) which
will push the updated information to the ticket.

In then end, the Web user is only submitting records and it will be up to an
actual logged in Remedy user to push the updates to the ticket.

Would this be acceptable license usage?


On 6/29/07, Payne, George <[EMAIL PROTECTED]> wrote:


The funny thing is that a respected Remedy Trainer (who will remain
un-named) brought up a very similar question in a class he was teaching
on Application Design in the spring of 2006.  My solution was to submit
a ticket to a child and then update the parent with workflow and he
assured me that this would be 100% legal based on the current licensing
scheme.

Hmmm...maybe he was wrong, but I understand that he employed this
technique in a recent mid-west installation with a very large customer
who was looking to circumnavigate the enormous licensing fees that they
were amassing.

Gp

George Payne
Assistant Director, User Services
Information Technology Services
University of Texas at Austin
512.232.7513

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED]
Sent: Friday, June 29, 2007 10:29 AM
To: arslist@ARSLIST.ORG
Subject: Re: License Usage

I would also agree that it has been a longstanding license violation.
Since the
early days of 4.x at least, the 'read' license was limited to
submission of new
records and querying, and modification of records required a change
license.

When RemedyWeb came out it was possible to make updates to the display
only Web
form that would trigger a filter that would make background database
updates by
the Web user, but doing such an update was specifically not permitted
due to the
clause above.  Any other method, including a single user being used by
multiple
workstations, is also such a licensing violation.

Louise van Hine
KTSL Limited

Quoting "L. J. Head" <[EMAIL PROTECTED]>:

> **  My understanding is that it would be a violation based on the
> 'no group user accounts' policy...I've never read the agreement
> myself but understand it as such.
>
> -
>  FROM: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] ON BEHALF OF Frank Caruso
> SENT: Friday, June 29, 2007 8:58 AM
> TO: arslist@ARSLIST.ORG
> SUBJECT: License Usage
>
>  ** Looking for feedback on whether the following set up would
> violate a license agreement with BMC:
> Putting up web sites (not MidTier) where end users can submit and
> update records but the web site authenticates with the ARS server
> using one ID.
> This ID has been granted a Fixed license and each site will have a
> unique Remedy ID attached to it. Also, it is possible that many of
> the users submitting and updating tickets through these web sites
> will have a Remedy login with a Floating license, however, the web
> sites will not use that ID to authenticate.
> I believe that this would be a violation but cannot find anything
> written from BMC that states it would.
> Thank you
>
> __20060125___This posting was submitted with HTML
> in it___  __20060125___This posting was submitted
> with HTML in it___


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--
Frank Caruso
Specific Integration, Inc.
Senior Remedy Engineer, ITIL Foundation Certified
www.specificintegration.com
703-376-1249

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Re: Urgent: "-" in email address causes a problem in sending email

[Axton]

SW00271676 is for the problem "Email notifications are being sent out
twice randomly".  It is unrelated to the dash problem.

Axton Grams

On 7/13/07, Neel Guatam <[EMAIL PROTECTED]> wrote:

Ian Trimnell gave a defect ID in initial post - SW00271676. However, I
can't seem to find that defect on BMC's support-site. Can anyone see
that defect number on their site?


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Friday, July 13, 2007 8:09 AM
To: arslist@ARSLIST.ORG
Subject: Re: Urgent: "-" in email address causes a problem in sending
email

Does anyone have a defect id (SW) on this?

Thanks,
Axton Grams

On 7/13/07, Shawn Stonequist <[EMAIL PROTECTED]> wrote:
> Neel,
>
> Not sure if this helps, but as we send a lot of email on behalf of one
of
> our customers to their customers, and their customers have all variety
of
> email addresses and formats, I did some checking on what we've sent to
see
> if we have this issue as well, or if there was something I could
provide to
> help you with.
>
> We are on 6.3 as well, and on reviewing the Message entries, I found
that
> everything was being sent properly, even when there appeared a "-".
>
> This may be a little different from how you are using the email system
> though- we are setting the "To" using a field on the record itself,
not user
> (we don't have any users with a "-" in their email address, so I can't
> comment on this).
>
> What you may wish to do (since it seems to work when taking a dynamic
email
> address as opposed to a user email address) is have a hidden field
with a
> Set Fields action that sets the email address with the "-", then have
your
> Email Filter/Escalation use the hidden field as the To, instead of the
> user's Login.
>
> HTH
>
> Shawn Stonequist
> EMNS Inc.
Are"


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Re: Task opening in Dialog Window

[Eric Cleereman (IT)]

Hi John,
 
We've done this previously.
 
The issue we ran into was this allows a user to open multiple tasks at once, 
whereas when it was a dialog they could only open one at a time.  The reason 
that turned out to be an issue was that users were able to open two tasks, 
modify both, then save them.  Since the task 2 was loaded prior to the 
modification made to task 1, it had a lot of potential to screw up the task 
dependencies.
 
Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of John Kovalcik
Sent: Friday, July 13, 2007 10:33 AM
To: arslist@ARSLIST.ORG
Subject: Task opening in Dialog Window


** 
Listers, 

Is there any good reason why Opening a task record from a ticket 
results in a dialog window instead of a modify  within the Helpdesk application 
??   I would like to do away with the dialog and make it a modify window.  Any 
thoughts ??? 

 Thanks,
   John M. Kovalcik
   Service Management Sr. Analyst
  ITIL Foundations Certified
   Global Information Technology
   Kennametal Inc. 
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Re: Urgent: "-" in email address causes a problem in sending email

[Ian Trimnell]

Neel Guatam wrote:

Ian Trimnell gave a defect ID in initial post - SW00271676. However, I
can't seem to find that defect on BMC's support-site. Can anyone see
that defect number on their site?
  


I don't know why we can't see this defect on BMC's site, if anyone out 
there from BMC can shed light on this then that would be useful.  I seem 
to remember in the old days we could look up a defect by it's number - 
not now :-(


However, I can access the detailsvia the 'Defects/RFEs/CARs' tab in the 
Issue information.  It states:


Information for SW00271676
Summary Email notifications are being sent out twice randomly
Details 1. DROP/BUILD BUG OCCURS IN (IF PRE-RELEASE)
ARS 7.0.1
Email Engine 7.0.1 Patch 003
Windows Server 2003
outlook 2003
Exchange server 2003

2. STEPS TO REPRODUCE:
Configure email engine with MAPI or SMTP.
Create Outlook Profile for user which is configured in Email engine 
configuration form.

Send Email to the users using Email Engine Message Form.
It will send random duplicate emails.
In Email Engine Message form it shows only one outgoing message but in 
outlook it recieves duplicate messages.


3. ACTUAL RESULTS:
Sending duplicate email.

4. EXPECTED RESULTS:
should not send duplicate email.

5. BUSINESS IMPACT:
HIGH

6. ADDITIONAL INFO:

I have re-produced this problem with MAPI and SMTP both. It is showing 
that some messages are getting duplicated randomly.


The rest of the information is blank apart from the 'Type' field which 
has a value of "Product".  Oh yes, the timestamp on Issue is 13/07/2007 
05:39:09.


Hope this all helps.

Ian


Ian Trimnell, AR System Lead Developer (amongst other jobs),
Specialist Support & Information Team, Academic & Administrative 
Computing Service

Open University, MILTON KEYNES, UK
Phone: 01908 653741   web: http://www.open.ac.uk/

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Task opening in Dialog Window

[John Kovalcik]

Listers,

Is there any good reason why Opening a task record from a ticket 
results in a dialog window instead of a modify  within the Helpdesk 
application ??   I would like to do away with the dialog and make it a 
modify window.  Any thoughts ???

  Thanks,
John M. Kovalcik
Service Management Sr. Analyst
   ITIL Foundations Certified
Global Information Technology
Kennametal Inc.

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Re: Convert to Remedy DATE field with SQL

[Parkes, Gavin]

Hi Stephen,

I had to do the same thing earlier today.  I used Excel in the end, but
only good for < 65000 records.  A bit clumsy but did the job in half the
time it would take me to research an SQL script.

Procedure was export request id and existing date/time field to CSV.
Convert to XLS and create new column and copy existing date/time to it.
Format column dd/mm/yy.  Save back to CSV.  Remedy Import (update old
record with new record) request id and new date only field.  Leaves
system Modified Date as was.

Gav

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Heider, Stephen
Sent: 13 July 2007 13:35
To: arslist@ARSLIST.ORG
Subject: Convert to Remedy DATE field with SQL

List,

I added a Remedy DATE field (not DATE/TIME) to an existing form that has
many records.  I need to backfill the existing entries with the Date
portion of an existing Date/Time field.

What SQL command will populate a Remedy Date field with the date portion
of a Remedy Date/Time field?  

I looked at threads "Diary Field, Convert Seconds to Date" (May 1, 2007)
and "Question regarding "Date" field NOT the "Date-Time" field" (April
19, 2007).  I realize that the Remedy Date field represents the number
of days since Jan 1, 4713 BC.

I know I can accomplish this with a filter but it would take a long time
to run, and would update the Modified Date field on each record. With
SQL it would take only a few seconds to run.

Thanks.

SQL Server 2000
ARS 6.3

Stephen 


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Re: Urgent: "-" in email address causes a problem in sending email

[Neel Guatam]

We are running

 

ARS 7.0.1 patch 003

Email Engine 7.0.1 patch 003

ITSM 7.0 patch 001

SQL 2005

Win2K3

 

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 Joe D'Souza
Sent: Thursday, July 12, 2007 11:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: Urgent: "-" in email address causes a problem in sending
email

 

0 sends emails to the whole system as that's the ID of the Public group.

 

What version/patch of the ARS are you on by the way.. It might be worth
checking here at this site if we have email addresses that might have
the hyphen character. I'll let you know what we find out in case we have
any such email addresses..

 

Rgds

 

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Neel Guatam
Sent: Thursday, July 12, 2007 12:15 PM
To: arslist@ARSLIST.ORG
Subject: Urgent: "-" in email address causes a problem in
sending email
Importance: High

** 

Okay here's a weird e-mail related and it is very urgent so any
help would be highly appreciated.

 

A user has an email called
[EMAIL PROTECTED] 

 

I have a group called "Security". Now when an email was sent to
Security-Japps guy, it didn't send email to him, what remedy did was it
read "-" and stopped right there and then sent an email out to all users
who were members of "Security" support-group. Is this how remedy behaves
when it encounters a "-" in email address? What are other special
characters that I should be careful about? 

 

How do I handle that if user really has a "-" in his/her email
address? Any ideas?

 

Thanks in advance guys, you guys are awesome and have been a
great help. :-)

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Re: Urgent: "-" in email address causes a problem in sending email

[Neel Guatam]

Hi Evans,

The "-" is in the customer's e-mail address. It's like
[EMAIL PROTECTED] and then we have a support-group
called security. So when a user sends an outbound email to that
email-address, it actually sends an email to ALL members of "security"
support-group.

Thanks in advance.

~ Neel.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Evans.Randy
Sent: Friday, July 13, 2007 8:39 AM
To: arslist@ARSLIST.ORG
Subject: Re: Urgent: "-" in email address causes a problem in sending
email

Is the dash in the user name or in the domain name, our domain has a
dash and we haven't experienced any issues. 


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Re: Urgent: "-" in email address causes a problem in sending email

[Neel Guatam]

Ian Trimnell gave a defect ID in initial post - SW00271676. However, I
can't seem to find that defect on BMC's support-site. Can anyone see
that defect number on their site? 


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Friday, July 13, 2007 8:09 AM
To: arslist@ARSLIST.ORG
Subject: Re: Urgent: "-" in email address causes a problem in sending
email

Does anyone have a defect id (SW) on this?

Thanks,
Axton Grams

On 7/13/07, Shawn Stonequist <[EMAIL PROTECTED]> wrote:
> Neel,
>
> Not sure if this helps, but as we send a lot of email on behalf of one
of
> our customers to their customers, and their customers have all variety
of
> email addresses and formats, I did some checking on what we've sent to
see
> if we have this issue as well, or if there was something I could
provide to
> help you with.
>
> We are on 6.3 as well, and on reviewing the Message entries, I found
that
> everything was being sent properly, even when there appeared a "-".
>
> This may be a little different from how you are using the email system
> though- we are setting the "To" using a field on the record itself,
not user
> (we don't have any users with a "-" in their email address, so I can't
> comment on this).
>
> What you may wish to do (since it seems to work when taking a dynamic
email
> address as opposed to a user email address) is have a hidden field
with a
> Set Fields action that sets the email address with the "-", then have
your
> Email Filter/Escalation use the hidden field as the To, instead of the
> user's Login.
>
> HTH
>
> Shawn Stonequist
> EMNS Inc.
Are"


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Re: Convert to Remedy DATE field with SQL - SOLVED

[Heider, Stephen]

Got it...

UPDATE  Form_Name
SET Date_Field = (Create_Date / 86400) + 2440588

86400 = seconds in a day
2440588 = days from Jan 1, 4713 BC to Jan 1, 1970
(http://www.onlineconversion.com/julian_date.htm)

Stephen

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Heider, Stephen
Sent: Friday, July 13, 2007 8:35 AM
To: arslist@ARSLIST.ORG
Subject: Convert to Remedy DATE field with SQL

List,

I added a Remedy DATE field (not DATE/TIME) to an existing form that has
many records.  I need to backfill the existing entries with the Date
portion of an existing Date/Time field.

What SQL command will populate a Remedy Date field with the date portion
of a Remedy Date/Time field?  

I looked at threads "Diary Field, Convert Seconds to Date" (May 1, 2007)
and "Question regarding "Date" field NOT the "Date-Time" field" (April
19, 2007).  I realize that the Remedy Date field represents the number
of days since Jan 1, 4713 BC.

I know I can accomplish this with a filter but it would take a long time
to run, and would update the Modified Date field on each record. With
SQL it would take only a few seconds to run.

Thanks.

SQL Server 2000
ARS 6.3

Stephen 


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Re: Urgent: "-" in email address causes a problem in sending email

[Evans.Randy]

Is the dash in the user name or in the domain name, our domain has a
dash and we haven't experienced any issues. 

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Re: Web Services, OpCreate and Perl OH MY

[Marc Simmons]

Carey, Fred,

You guys were absolutely right.  I was managing the code for the web service
much like I would API which doesn't work.  I referenced everything in the
code in the same order that they are listed in the WSDL for the web service
and it works now.

Thanks for everything.

Marc


On 7/12/07, Carey Matthew Black <[EMAIL PROTECTED]> wrote:


Marc,

"
MessageText: Unexpected element encountered in the input XML document
AppendedText: 

Re: Urgent: "-" in email address causes a problem in sending email

[Axton]

Does anyone have a defect id (SW) on this?

Thanks,
Axton Grams

On 7/13/07, Shawn Stonequist <[EMAIL PROTECTED]> wrote:

Neel,

Not sure if this helps, but as we send a lot of email on behalf of one of
our customers to their customers, and their customers have all variety of
email addresses and formats, I did some checking on what we've sent to see
if we have this issue as well, or if there was something I could provide to
help you with.

We are on 6.3 as well, and on reviewing the Message entries, I found that
everything was being sent properly, even when there appeared a "-".

This may be a little different from how you are using the email system
though- we are setting the "To" using a field on the record itself, not user
(we don't have any users with a "-" in their email address, so I can't
comment on this).

What you may wish to do (since it seems to work when taking a dynamic email
address as opposed to a user email address) is have a hidden field with a
Set Fields action that sets the email address with the "-", then have your
Email Filter/Escalation use the hidden field as the To, instead of the
user's Login.

HTH

Shawn Stonequist
EMNS Inc.

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Position: Remedy Developer (Yonkers, NY)

[James Van Sickle]

   My present (and soon to be former) employ
Fellow Remedy Developers
 
   My present (and soon to be former) employer, Emerging Health IT (EHIT), is 
looking for a Remedy Developer to fill my soon-to-be vacant position.  EHIT is 
a subsidiary of Montefiore Medical Center, and outsources Healthcare IT 
services to other hospitals and medical centers.  You would be working with the 
latest Remedy ITSM applications as well as several customized workflow 
applications build in-house.  The company is extremely stable and has some 
exceptional benefits.  If anyone is interested in the position, please contact 
the following:
 
Scott Kalish
EHIT Recruiter
914-457-6521
[EMAIL PROTECTED]
 
   Here is some notes regarding the requirements and preferred skills for the 
position.
 
===
 
Remedy Developer
 
Location: Yonkers, NY
 
Essential Duties and Responsibilities:
Responsible for the effective development and system administration of Remedy 
Action Request System (ARS) and their related support services.  This includes 
design, develop, test, install, upgrade, implement, document, train, and 
support of Remedy ARS and ITSM applications.  Work with team of two additional 
Remedy Developers to administer and further enhance existing system.  Heavy 
involvement required for large scale upgrade/implementation projects as well as 
third-party system integrations.
 
Required Skills:
•   Minimum 3 to 5 years Remedy Development and Administration 
experience.
•   Experience developing custom AR applications and ITSM/CMDB 
applications.
•   Bachelor's degree in Computer Science or related discipline; or 
equivalent experience
•   Familiarity with Remedy ARS, ITSM, Mid-Tier, and Migrator versions 
6.03 and later versions.
•   Strong interpersonal skills with ability to work effectively and 
efficiently with Remedy Development Team, customers, support groups, and all 
levels of management.
•   Strong analytical and troubleshooting skills
•   Organized, detail-orientated, self-starter
 
Preferred Skills:
•   Experience with ITSM: Service Desk, Change, Asset, and Service 
Level Management
•   Experience with BMC Atrium CMDB 2.0 a plus
•   Knowledge of ITIL Framework and best practices
•   Knowledge of Microsoft SQL Server 2000 and later versions
•   Knowledge of Crystal Enterprise and Reports Professional
•   Familiarity with integrating Remedy with third-party applications 
and databases, such as HP Openview, CA Clarity, SAP, and other SQL-based 
databases
 
===
 
   I hate to leave the company, but I need to be closer to my family back in 
Texas.  If you are interested in the position, email Scott so he can talk in 
more detail about benefits and salary.  Good everyone, and thank you for your 
time.
 
James Van Sickle
Senior Remedy Developer
Emerging Health IT, Inc.
Email: [EMAIL PROTECTED]
Phone: 914-378-6674


   
Ready
 for the edge of your seat? 
Check out tonight's top picks on Yahoo! TV. 
http://tv.yahoo.com/

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Re: Create Audit Trail for last Updated Support Login

[Kaiser Norm E CIV USAF 96 CS/SCCE]

How about just creating a new form called, say, "Audits" and then just
pushing a record to it whenever a Help Desk case is submitted or
modified?

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Siti Hawa Bee SHAIK FARID
Sent: Thursday, July 12, 2007 9:36 PM
To: arslist@ARSLIST.ORG
Subject: Create Audit Trail for last Updated Support Login

 

Dear Listers,

Has anyone had created an audit trail to check who is the last person
that had login and update the helpdesk case?

 

I tried using last modified by but difficult to track as it will auto
changed to AR Escalator by the system. 

 

Can someone assist on how to implement this workflow? I would like to
capture this info in helpdesk audit trail.

 

System :

AR version 6.3 Patch 20

AR Helpdesk version 6.0 

AR SLA 6.0 Patch P-1498

 

 

Best Regards, 
Siti Hawa Bee 

My Favourite Quote " No person can be a great leader unless he takes
genuine joy in successes of those under him" - W A Nance 

UOB EMAIL DISCLAIMER
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of confidentiality. If you are not the intended recipient, please delete
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Re: Error on particular CTI

[Evans.Randy]

Turn on your SQL logging and maybe filter logging on the server to see
what you get.  Sounds like there might be something with a character in
the Summary or CTI. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of nsachin
Sent: Friday, July 13, 2007 3:49 AM
To: arslist@ARSLIST.ORG
Subject: Error on particular CTI

Hi all Listers, 

I am getting a strange error on saving a request on CHG:Change form.
After selecting a particular summary only ( as per predefined CTI) and
filling all the required fields, I get this error as per attachment on
Save button.

After checking the log, I have found that this error is occurring after
push field action.

The save button works fine on other CTI's of Summary field. It doesn't
give this SQL error after selecting other CTI's.

Can you please help me on this?

http://www.nabble.com/file/p11575655/SQLerror1.bmp SQLerror1.bmp
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Nabble.com.


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Re: Error on particular CTI

[Robert Molenda]

The screen shot simply shows the SQL error message.

In order to diagnose, you should turn on AL/Filter/SQL Logging into a
consolidated file, and analyze. Locate the failing SQL statement to
determine if it is ARServer generating the SQL, or some internal
workflow.



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

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of nsachin
Sent: Friday, July 13, 2007 3:16 AM
To: arslist@ARSLIST.ORG
Subject: Re: Error on particular CTI

i think nobody is able to solve my problem.

Regards,
Sachin Namjoshi





nsachin wrote:
> 
> Hi all Listers, 
> 
> I am getting a strange error on saving a request on CHG:Change form.
After
> selecting a particular summary only ( as per predefined CTI) and
filling
> all the required fields, I get this error as per attachment on Save
> button.
> 
> After checking the log, I have found that this error is occurring
after 
> push field action.
> 
> The save button works fine on other CTI's of Summary field. It doesn't
> give this SQL error after selecting other CTI's.
> 
> Can you please help me on this?
> 
>  http://www.nabble.com/file/p11575655/SQLerror1.bmp SQLerror1.bmp 
> 
:-D
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Convert to Remedy DATE field with SQL

[Heider, Stephen]

List,

I added a Remedy DATE field (not DATE/TIME) to an existing form that has
many records.  I need to backfill the existing entries with the Date
portion of an existing Date/Time field.

What SQL command will populate a Remedy Date field with the date portion
of a Remedy Date/Time field?  

I looked at threads "Diary Field, Convert Seconds to Date" (May 1, 2007)
and "Question regarding "Date" field NOT the "Date-Time" field" (April
19, 2007).  I realize that the Remedy Date field represents the number
of days since Jan 1, 4713 BC.

I know I can accomplish this with a filter but it would take a long time
to run, and would update the Modified Date field on each record. With
SQL it would take only a few seconds to run.

Thanks.

SQL Server 2000
ARS 6.3

Stephen 

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Re: Urgent: "-" in email address causes a problem in sending email

[Shawn Stonequist]

Neel,

Not sure if this helps, but as we send a lot of email on behalf of one of
our customers to their customers, and their customers have all variety of
email addresses and formats, I did some checking on what we've sent to see
if we have this issue as well, or if there was something I could provide to
help you with.

We are on 6.3 as well, and on reviewing the Message entries, I found that
everything was being sent properly, even when there appeared a "-".

This may be a little different from how you are using the email system
though- we are setting the "To" using a field on the record itself, not user
(we don't have any users with a "-" in their email address, so I can't
comment on this).

What you may wish to do (since it seems to work when taking a dynamic email
address as opposed to a user email address) is have a hidden field with a
Set Fields action that sets the email address with the "-", then have your
Email Filter/Escalation use the hidden field as the To, instead of the
user's Login.

HTH

Shawn Stonequist
EMNS Inc.

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Re: Error on particular CTI

[nsachin]

i think nobody is able to solve my problem.

Regards,
Sachin Namjoshi





nsachin wrote:
> 
> Hi all Listers, 
> 
> I am getting a strange error on saving a request on CHG:Change form. After
> selecting a particular summary only ( as per predefined CTI) and filling
> all the required fields, I get this error as per attachment on Save
> button.
> 
> After checking the log, I have found that this error is occurring after 
> push field action.
> 
> The save button works fine on other CTI’s of Summary field. It doesn’t
> give this SQL error after selecting other CTI’s.
> 
> Can you please help me on this?
> 
>  http://www.nabble.com/file/p11575655/SQLerror1.bmp SQLerror1.bmp 
> 
:-D
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Re: Transaction log is full.

[DJHuang]

Carter,

 I do agree with you that there should be a regular database maintenance
plan in place.
 As the system keep updating and customizing, DBA didn't put our ARS DB
into the regular maintenance process.
 But now the DB issue has been taken care of.
 Thanks.

DJHuang

2007/7/12, Carter, Craig J Civ ARPC/DPD <[EMAIL PROTECTED]>:


**

A transaction log is a log of transactions—it will continue to grow over
time until it is backup up/truncated.



You need to set up a database maintenance plan to regularly backup your
database (includes the log file).  Otherwise, it will continue to grow over
time until you run out of disk space.  It's surprising to hear people are
not performing regular SQL backups.  We have hourly transaction log backups
that run during core work hours along with full database backups daily.
We've used these several times to recover data that was accidentally
deleted, etc.



There is an option to remove free space when defining the maintenance
plan.  When doing a complete backup under normal conditions, you shouldn't
need the extra truncate command.  It is handy when running large data
imports, etc.



CRAIG CARTER

Remedy Skilled Professional





*From:* Action Request System discussion list(ARSList) [mailto:
[EMAIL PROTECTED] *On Behalf Of *DJHuang
*Sent:* Thursday, July 12, 2007 8:49 AM
*To:* arslist@ARSLIST.ORG
*Subject:* Re: Transaction log is full.



** Hi,

   Regarding to this transaction log full issue, it is not how you
truncate the transaction log file but how the transaction log file
   got full that interests me. We have a v7 ARS server with IM, PM, CM,
SLM, CMDB, EIE for SQL installed.
   After about 6 months running, we hit the same situation. There are
about 2 incident tickets in the db and
  2000 contact information replicated/updated nightly. It end up with a
more than 100GB transaction log file.
   Does anyone know what kind of behavior would generate a log file so
large?
  Thank you.

DJHuang

2007/7/12, Broyles Robert K Mr CTR USAF 96 CS/SCCE <[EMAIL PROTECTED]
>:

Thanks Joe.  I went back and reread the SQL books online and say that my
syntax was wrong.  I didn't need to specify TRUNCATEONLY if I pass it a
file size.

Rob


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Error on particular CTI

[nsachin]

Hi all Listers, 

I am getting a strange error on saving a request on CHG:Change form. After
selecting a particular summary only ( as per predefined CTI) and filling all
the required fields, I get this error as per attachment on Save button.

After checking the log, I have found that this error is occurring after 
push field action.

The save button works fine on other CTI’s of Summary field. It doesn’t give
this SQL error after selecting other CTI’s.

Can you please help me on this?

http://www.nabble.com/file/p11575655/SQLerror1.bmp SQLerror1.bmp 
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Re: SAVE button in Helpdesk Display-Only form

[David Sanders]

Hi Sita

There are a couple of possibilities here:

Just a general note - When you copy a button from one form to another it does 
NOT automatically copy the workflow attached to that button.  There seems to be 
a bug in the Admin tool whereby the active links attached to the original 
button are still displayed on the Active Links tab of the copied button after 
you have pasted it to the new form.  If you save the form, close it and reopen 
it and then look at the new button, you will see that the ‘old’ active links 
are no longer attached to it.

You will either need to create copies of the active links to attach to the new 
button, or share the existing ALs with the second form (assuming you have 
retained the same fieldId.

In your situation, you are copying a button from one view to another of the 
same form?  The ‘correct’ way to do this is to go to the Views tab of the 
button and add it to the view you want it in.  If instead you have done a copy 
and paste from one view to another, you will have been prompted to make a 
decision whether to add the existing button to this view, or create a new 
button. If you chose to add the existing button to the view, you will still 
have the existing workflow attached to the button.  If you chose to create a 
new button, it will have no workflow attached as described above.

If you have the same button and workflow in both views, working in one view and 
not the other, you need to look at the workflow itself and see if there is 
anything there that might stop it firing, such as $VUI$ != “HPD:Helpdesk 
Support-ReadOnly” or something similar.

HTH

David Sanders
Remedy Solution Architect
Enterprise Service Suite @ Work
==
ARS List Award Winner 2005
Best 3rd party Remedy Application

See the ESS Concepts Guide
 
tel +44 1494 468980
mobile +44 7710 377761
email [EMAIL PROTECTED]
 
web http://www.westoverconsulting.co.uk
 

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Siti Hawa Bee SHAIK FARID
Sent: Friday, July 13, 2007 3:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: SAVE button in Helpdesk Display-Only form



Dunno why the save button do not works. 

I had copied it from the HPD:Helpdesk Support view to HPD:Helpdesk ReadOnly 
View. 

When I double click the copied SAVE button, I can see that the related active 
links are attached. When I update something to the form and click the SAVE 
button via mid-tier, nothing happen. Why is this so? 

Any pointers?

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Siti Hawa Bee SHAIK FARID
Sent: 11. juli 2007 11:19
To: arslist@ARSLIST.ORG
Subject: Re: SAVE button in Helpdesk Display-Only form

Thanks for replying Lunar.

I had copied the SAVE button from HPD:Helpdesk support form. When I paste the 
button into HPD:Helpdesk Support-ReadOnly form, all the underlying active links 
got copied as well but I really wonder why after clicking the SAVE button, 
nothing happen ☹

When I double click the SAVE button properties which I had copied, the Selected 
Active Links are :-
(2)RSM:GenericSave
(10)HPD:HPD-cmdSave01
(11)HPD:HPD-cmdSave02

Related Workflow:
HPD:HPD-cmdSave01
HPD:HPD-cmdSave02
RSM:GenericSave
RSM:SC-OnWinOpen01
RSM:SC-OnWinOpen02

Sorry my system info :-
AR version 6.3
AR Helpdesk 6.0
AR SLA 6.0


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Siti Hawa Bee SHAIK FARID
Sent: 11. juli 2007 10:03
To: arslist@ARSLIST.ORG
Subject: SAVE button in Helpdesk Display-Only form
Dear Listers,
I had copied the Save Button from the main HPD:Helpdesk form into the helpdesk 
display form, but the SAVE button do not works. 
I would like the SAVE button to save some of the edited fields in the display 
form? So that when support staff login via web, they can view the helpdesk 
display form only and they can only update the 2 fields that meant for editing. 
The rest of the fields are in Read only mode so when they click SAVE button, 
those 2 fields will get updated. 
Appreciate if anyone can assist me on this. 
Best Regards, 
Siti Hawa Bee 
My Favourite Quote " No person can be a great leader unless he takes genuine 
joy in successes of those under him" - W A Nance 

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Re: Create Audit Trail for last Updated Support Login

[Robert Molenda]

You will have to create a custom field to hold your "last support staff
update", and create a filter where if $USER$ != "AR Escalator" then set
fields to your new field to $USER$.

 

The core field will always reflect the last person, including escalator,
etc.

 

Thanks-n-advance; 

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

Quality begins with your actions.

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Siti Hawa Bee SHAIK FARID
Sent: Thursday, July 12, 2007 7:36 PM
To: arslist@ARSLIST.ORG
Subject: Create Audit Trail for last Updated Support Login

 

Dear Listers,

Has anyone had created an audit trail to check who is the last person
that had login and update the helpdesk case?

 

I tried using last modified by but difficult to track as it will auto
changed to AR Escalator by the system. 

 

Can someone assist on how to implement this workflow? I would like to
capture this info in helpdesk audit trail.

 

System :

AR version 6.3 Patch 20

AR Helpdesk version 6.0 

AR SLA 6.0 Patch P-1498

 

 

Best Regards, 
Siti Hawa Bee 

My Favourite Quote " No person can be a great leader unless he takes
genuine joy in successes of those under him" - W A Nance 

UOB EMAIL DISCLAIMER
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treat the information as confidential and not misuse, copy, disclose,
distribute or retain the information in any way that amounts to a breach
of confidentiality. If you are not the intended recipient, please delete
all copies of this email from your computer system. As the integrity of
this message cannot be guaranteed, neither UOB nor any entity in the UOB
Group shall be responsible for the contents. Any opinion in this email
may not necessarily represent the opinion of UOB or any entity in the
UOB Group.

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Re: Error 297: Admin released license too recently

[Kern, Robert SBA]

Yes, restarting the service resets all floating timers (any by that
cause other issues).

However, would have expected BMC to prevent this "feature".


With best regards,
Robert Kern

Siemens VDO Automotive AG
SV IO IT BO ST
Sodener Strasse 9
65824 Schwalbach, Germany
Tel.: +49 (6196) 87-2546
Fax.: +49 (6196) 8779-2546
Mobile: +49 (170) 8522-515
mailto:[EMAIL PROTECTED]
www.siemensvdo.com

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-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Durrant, Michael M. - ITSD
Sent: Thursday, July 12, 2007 9:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: Error 297: Admin released license too recently

Thanks to everyone that responded.

I'm doing some testing using the Mid-Tier and things don't always end
like I expect them to - mostly Internet Explorer crashing in a most
spectacular fashion.  Being the wily coyote that I am, I go back to the
drawing board and try again... Except I can't login because the license
didn't release.   Something I failed to mention in my original message
is that it's a Read license.

As a workaround, I've created a series of test users instead of relying
on my one.  While I understand their logic for having this "feature", it
would be nice to have the option during development.

Thanks again,

Michael

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Thursday, July 12, 2007 11:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: Error 297: Admin released license too recently

Michael,

I think... ( I have never tested it) if you were to stop an start the
ARS server then you might be able to get "around" that limit.

However, it would cause a total outage of your ARS server while your
doing the stop/start process. And if your using even just the Service
Desk application that process might take several minutes to 15 minutes.
(Depending on several performance factors.) So I really doubt that this
approach is a practical solution.


Can you describe why this "feature" is a problem for you?

--
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 7/12/07, Durrant, Michael M. - ITSD <[EMAIL PROTECTED]> wrote:
> **
>
> I can only release a license every 2 hours??? Is there somewhere I can

> change this??? Extremely frustrated...
>
> Thanks in advance,
>
> Michael


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