Re: Does anyone know what constitutes a DSO update transfer

[Webster, Basil]

Why not have a trigger field? Say a radio button, Yes\No. Only when this
trigger is activated, set to Yes, does your DSO filter fire. Add it to
the last set fields.

 

 

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 Hyslop, Bruce
Sent: 12 September 2007 20:47
To: arslist@ARSLIST.ORG
Subject: Does anyone know what constitutes a DSO update transfer

 

I'm having a tough time with a DSO application we support that does a
chained distributed transfer. In this process I transfer from one form
to another with the Immediately Update option set. When the form I
transfer to gets updated it does 158 Set Fields which I believe queues
up 158 distributed update transfers (I see this in my logs but don't
believe my eyes). When 158 transfers get queued it causes not only a DSO
bottleneck but causes extra filter processing on the originating form.
I'm thinking of getting rid of the Update Immediately option and
controlling when updates get sent myself.

 

 

Bruce Hyslop  |  Remedy Support - NADC Automation |  GOIS 

Unisys  |  3199 Pilot Knob Road  |  Eagan, MN 55121  |  651-687-2726

 

THIS COMMUNICATION MAY CONTAIN CONFIDENTIAL AND/OR OTHERWISE PROPRIETARY
MATERIAL and is thus for use only by the intended recipient. If you
received this in error, please contact the sender and delete the e-mail
and its attachments from all computers.

 

 

 

 

 

__20060125___This posting was submitted with HTML in
it___

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<>

Re: Push field sometimes happens and sometimes doesn't

[Dwayne Martin]

OK, this is going to get rather long-winded, but if you want details, here goes:

The main form is "IT:PIQ".  "PIQ" stands for "Project Initiation 
Questionnaire."  Customers submit descriptions of projects they want other 
people to do.  A manager gets appointed to oversee the project.  Various 
"Authorizers" get appointed to review, and either approve or reject the 
project. "Resource" people get appointed to do the actual work.  The 
Authorizers record their decisions in an "IT:Authorization" form, and the 
Resources in an "IT:Resource" form.  Both of these are subfiles to the IT:PIQ 
form.

Whenever anything important happens, one or more persons get email.  When a 
manager gets appointed to a project, the customer gets an email. If someone 
approves or rejects a project the manager of the project get an email.  If 
someone gets appointed as a resource, that person gets an email.  If the 
Resource finishes her work and changes the status of the IT:Resource to 
"Completed" the manager gets an email, etc, etc, etc.

What all of these emails have in common is that somewhere in the subject line 
there will be the Entry ID of the IT:PIQ entry.  A typical subject will say 
something line "abcde has completed IT:Resource ITR00345 for PIQ PIQ00534."

On the IT:PIQ form is a diary field called "Email Log".  What is supposed to 
happen is whenever an email gets sent with "PIQ0..." in the subject line, the 
email "To" person, the subject and the first 180 characters of the message get 
written to the Email Log.  So when someone says, "Nobody told me about 
such-and-such" we can look in the Email Log and say, "On May 12 you got an 
email that said. . ."

So I have a filter that runs on Submit on the AR System Email Messages form 
whenever the Subject is LIKE "PIQ0%"

The filter:
-Gets the position in the subject string of "PIQ0"
-Takes the eight characters beginning at that position and writes the substring 
into an "Other Call Entry" temporary field.  The result is something like 
"PIQ00534," which is the call number of the IT:PIQ.
-Concatenates the "To", "Subject" and the first 180 chars of the message into a 
"Temp Char Display" field.
-Pushes "Temp Char Display" to the IT:PIQ/Email Log field where "'PIQ ID' = 
$Temp Char Display$". ("PIQ ID" is the renamed "Entry ID", field 1.) This Push 
Field is set to send an error if no such entry is found. 

That's the process, and most of the time it works, but sometimes the filter log 
shows the push happening, no error gets generated, but no value is entered into 
the Email Log.  And the failures don't just happen at random.  They fail for 
particular actions.  For example, Authorizers get an email telling them that 
such-and-such a PIQ is awaiting their approval.  That goes into the Email Log.  
But if an Authorizer approves a PIQ, an email goes to the PIQ Manager.  That 
does NOT go into the Email Log.  The filter log is identical (except for the 
wording of the message) in both cases.

The filter that sends the email has no way of knowing what process spawned the 
email, so it must have something to do with the message itself.  There are 
obviously differences in the wording of the emails, but the overall process, 
including the approximate length of the message, is the same.

One other complication:  Most of the time when an Authorizer approves a PIQ it 
does not get into the PIQ Email Log.  But we had one incident when an 
authorization did not show up in the Email Log at first.  But about five 
minutes later we looked, and there it was.  We might have overlooked it the 
first time, but there were two of us looking.

Oh, wait, another complication: I am FAIRLY sure that when I started 
investigating this problem, when an Authorizer authorized a project the email 
went into the Email Log, but now it doesn't.  But it could be that my brain is 
fried from trying to figure out all this and I am not remembering properly.

My guess is that most of you who have managed to wade thru all this are as 
confused as I am.  But if anyone has any suggestions on what to look for, I 
would sure appreciate it.

Dwayne Martin


 Original message 
>Date: Wed, 12 Sep 2007 17:40:21 -0400
>From: "Joe D'Souza" <[EMAIL PROTECTED]>  
>Subject: Re: Push field sometimes happens and sometimes doesn't  
>To: arslist@ARSLIST.ORG
>
>   **
>   Lets try this a little differently...
>
>   What exactly are you trying to achieve
>   functionality-wise.. What is your application like
>   and when you insert data as a new record in your
>   main form, where do you push and what do you push in
>   the underlying forms?
>
>   Joe
>
>   -Original Message-
>   From: Action Request System discussion list(ARSList)
>   [mailto:[EMAIL PROTECTED] Behalf Of Dwayne
>   Martin
>   Sent: Wednesday, September 12, 2007 5:05 PM
>   To: arslist@ARSLIST.ORG
>   Subject: Re: Push field sometimes happens and
>   sometimes doesn't
>
>   Thanks for the suggestions, Carey.
>
>   I put "`!" after t

Re: Push field sometimes happens and sometimes doesn't

[Tanner, Doug]

Dwayne,

  An approach I like to take is

 

1>) Create a form for historical storage of email messages 

  I do this by creating a form called "CMN:Email Correspondence"

  This form has a lot of the fields - To, From, Subject, Body, etc

  From AR System Email Messages

  In addition to other fields I use for workflow

 

  Basically On Submit (Or Modify - Your choice) ON AR Email Messages

  I push (Create) a Permanent record over in CMN:Email
Correspondence

  Passing my GUID from the original "Entry" This way I can tie it
together

Typically in a table field on the request.

 

Hit me off list if you want some more details

 

Doug


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.


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Re: Push field sometimes happens and sometimes doesn't

[Dwayne Martin]

Doug,

Thanks!  I can see some advantages of your approach over mine.  I'll have to 
consider it.

Dwayne

 Original message 
>Date: Thu, 13 Sep 2007 09:21:15 -0400
>From: "Tanner, Doug" <[EMAIL PROTECTED]>  
>Subject: Re: Push field sometimes happens and sometimes doesn't  
>To: arslist@ARSLIST.ORG
>
>   ** 
>
>   Dwayne,
>
> An approach I like to take is
>
>
>
>   1>) Create a form for historical storage of email
>   messages
>
> I do this by creating a form called "CMN:Email
>   Correspondence"
>
> This form has a lot of the fields - To, From,
>   Subject, Body, etc
>
> From AR System Email Messages
>
> In addition to other fields I use for workflow
>
>
>
> Basically On Submit (Or Modify - Your choice)
>   ON AR Email Messages
>
> I push (Create) a Permanent record over in
>   CMN:Email Correspondence
>
> Passing my GUID from the original "Entry" This
>   way I can tie it together
>
>   Typically in a table field on the
>   request.
>
>
>
>   Hit me off list if you want some more details
>
>
>
>   Doug
>
>   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.
>   __20060125___This posting was
>   submitted with HTML in it___

Dwayne Martin
Computing Support
James Madison University

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OT: RRR|Chive with new sync functionality

[Misi Mladoniczky]

Hi,

We have now added a SYNCTOTARGET-mode for RRR|Chive that will let you do
fast and easy incremental updates between servers.

Typical scenarios where this can be useful:
1. When you want to "reset" your test server to reflect data from production
2. When you are moving to a new server

How SYNCTOTARGET works:
- Modify Date is used to find tickets in need of update.
- Tickets that has been removed from the source server is also removed
from the target
- Extra tickets that has been added to the target server is removed as well

Download and configurator at https://www.rrr.se/cgi/rrrchive/main

Here is a sample config file that synchronizes servers ardev to artest:

source_server   = ardev
source_user = Demo
source_password =
target_server   = artest
target_user = Demo
target_password =
multipleforms   = *
skipforms   = User,
  AR System Email Mailbox Configuration,\
  AR System User Preferences,\
  AR System User Central File,\
  AR System Administrator Preferences
qual= SPLITAUTO
transfertype= SYNCTOTARGET
logfile = rrrchive.log
loglevel= NOTICE
progressbar = YES


Best Regards - Misi, RRR AB, http://www.rrr.se

Products from RRR Scandinavia:
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
* RRR|Translator - Manage and automate your language translations.
Find these products, and many free tools and utilities, at http://rrr.se.

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Re: RRR|Chive with new sync functionality

[Shellman, David]

Misi,

This sounds like another really cool application from your shop.

Dave 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Misi Mladoniczky
Sent: Thursday, September 13, 2007 9:46 AM
To: arslist@ARSLIST.ORG
Subject: OT: RRR|Chive with new sync functionality

Hi,

We have now added a SYNCTOTARGET-mode for RRR|Chive that will let you do
fast and easy incremental updates between servers.

Typical scenarios where this can be useful:
1. When you want to "reset" your test server to reflect data from
production
2. When you are moving to a new server

How SYNCTOTARGET works:
- Modify Date is used to find tickets in need of update.
- Tickets that has been removed from the source server is also removed
from the target
- Extra tickets that has been added to the target server is removed as
well

Download and configurator at https://www.rrr.se/cgi/rrrchive/main

Here is a sample config file that synchronizes servers ardev to artest:

source_server   = ardev
source_user = Demo
source_password =
target_server   = artest
target_user = Demo
target_password =
multipleforms   = *
skipforms   = User,
  AR System Email Mailbox Configuration,\
  AR System User Preferences,\
  AR System User Central File,\
  AR System Administrator Preferences
qual= SPLITAUTO
transfertype= SYNCTOTARGET
logfile = rrrchive.log
loglevel= NOTICE
progressbar = YES


Best Regards - Misi, RRR AB, http://www.rrr.se

Products from RRR Scandinavia:
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy
logs.
* RRR|Translator - Manage and automate your language translations.
Find these products, and many free tools and utilities, at
http://rrr.se.


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Re: How you you guys analyze ITSM 7 code? Dev Plus? Master AR Suite? No logging doesn't count.

[Pierson, Shawn]

I've looked into the Microsoft products, and I seriously doubt that they
will be able to compete with ITSM.  Microsoft's focus is more on
monitoring changes than the actual change management process.  I suspect
that they might end up being ok for server changes, but they won't be
able to handle network or code changes (not that ITSM's Change
Management works well for programming changes either.)

There are small companies out there with ASP and JSP based solutions
that can do a lot of the ITSM functions much better than BMC's ITSM
suite.  The only advantage BMC has going for them, that they are
basically throwing away, is the customizability.  I doubt that
Microsoft's product would ever be as customizable as ITSM is even today
after all the changes.

Shawn Pierson

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Wednesday, September 12, 2007 5:21 PM
To: arslist@ARSLIST.ORG
Subject: Re: How you you guys analyze ITSM 7 code? Dev Plus?
Master AR Suite? No logging doesn't count.


**
 It seems like some of the Windows-based
Remedy ARS folks are honing their .NET skills, which will help them if
their organizations move from Remedy to Microsoft System Center Service
Manager once it becomes a mature piece of their System Center suite.  I
suspect that a lot of IT managers will take a serious look at the cost
comparison in a couple of years, once all of the System Center (2007/8
versions of SMS 2003, etc.) are well established in their
infrastructures; I know ours will.  At that point, the BMC push to
packaged apps over custom (or reasonably customizable) apps may begin to
hurt them, as comparable packaged solutions with local extensibility
begin to compete at lower price points. ARS admins will have been
reduced to tiptoeing around the fringe of the dark (and dangerous)
bowels of ITSM, and be less able to deliver the kind of deep adaptations
to our environments that were the strength of the platform in the past.


On a more serious note, I would do almost anything to get my
hands on an honest-to-gosh, working version of MasterARSuite for ARS
7.1, even if all they did was update the old one to recognize the new
definitions and programming features.  It was by far the best diagnostic
and troubleshooting tool I ever had, and made it much easier to judge
the implications of any proposed customizations - which today are more
of a "trial, error, log, fix, and try again" process.  And that is just
nibbling around the fringes of ITSM 7.

Christopher Strauss, Ph.D.
Remedy Database Administrator
University of North Texas Computing Center

P.S. No tarring or feathering, please - I'm just speculating
since this thread has degenerated enough to leave us writhing in ancient
petroleum-based substances.


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ben Cantatore
Sent: Wednesday, September 12, 2007 4:45 PM
To: arslist@ARSLIST.ORG
Subject: Re: How you you guys analyze ITSM 7 code? Dev Plus?
Master AR Suite? No logging doesn't count.





**
I wouldn't say that we're a dying breed as much as we're being
pushed to
extinction by BMC.


Ahh the tar pits aren't so bad once you get used to the heat.
:)

Ben Cantatore
Remedy Administrator
Avon
(914) 935-2946 __20060125___This posting was
submitted with HTML in it___


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Query/Menu from Vendor Form?

[Craig Carter]

All,

 

Does anyone know if you can perform a SQL query against a vendor form?

 

We have a vendor form pulling back LDAP data and need to build a menu
against the form.  A standard search menu pulls up duplicate values for
the field (office symbol) so we need to perform a distinct query.  We
can use a SQL menu but I haven't been able to find the vendor form for
use with a direct SQL call.  The arschema lists it as id 623/type 5 but
there is no table or view for this form that I can find (because there
really is no table).

 

Anyone know the trick to accessing the vendor form directly via SQL?

 

ARS 6.3

SQL 2000

 

Craig Carter

 

 


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Re: How you you guys analyze ITSM 7 code? Dev Plus? Master AR Suite? No logging doesn't count.

[Kaiser Norm E CIV USAF 96 CS/SCCE]

Mark my words--Microsoft will emerge as the winner of this battle.  They
have too much going for them in "traditional" network settings.
Specifically, they are the makers of SMS and Active Directory.
Integrating with those products--which largely exist on most networks
already--will be a piece of cake.  The integration will be seamless.  It
will be a "no brainer" for large companies to use the Microsoft product.

No plug-ins, go-betweens, "integration engines," connectors, data
duplicators, third party import tools, vendor forms, etc. to configure
and maintain.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn
Sent: Thursday, September 13, 2007 8:53 AM
To: arslist@ARSLIST.ORG
Subject: Re: How you you guys analyze ITSM 7 code? Dev Plus? Master AR
Suite? No logging doesn't count.

** 
I've looked into the Microsoft products, and I seriously doubt that they
will be able to compete with ITSM.  Microsoft's focus is more on
monitoring changes than the actual change management process.  I suspect
that they might end up being ok for server changes, but they won't be
able to handle network or code changes (not that ITSM's Change
Management works well for programming changes either.)
 
There are small companies out there with ASP and JSP based solutions
that can do a lot of the ITSM functions much better than BMC's ITSM
suite.  The only advantage BMC has going for them, that they are
basically throwing away, is the customizability.  I doubt that
Microsoft's product would ever be as customizable as ITSM is even today
after all the changes.
 
Shawn Pierson

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Wednesday, September 12, 2007 5:21 PM
To: arslist@ARSLIST.ORG
Subject: Re: How you you guys analyze ITSM 7 code? Dev Plus?
Master AR Suite? No logging doesn't count.


** 
 It seems like some of the Windows-based
Remedy ARS folks are honing their .NET skills, which will help them if
their organizations move from Remedy to Microsoft System Center Service
Manager once it becomes a mature piece of their System Center suite.  I
suspect that a lot of IT managers will take a serious look at the cost
comparison in a couple of years, once all of the System Center (2007/8
versions of SMS 2003, etc.) are well established in their
infrastructures; I know ours will.  At that point, the BMC push to
packaged apps over custom (or reasonably customizable) apps may begin to
hurt them, as comparable packaged solutions with local extensibility
begin to compete at lower price points. ARS admins will have been
reduced to tiptoeing around the fringe of the dark (and dangerous)
bowels of ITSM, and be less able to deliver the kind of deep adaptations
to our environments that were the strength of the platform in the past.

 
On a more serious note, I would do almost anything to get my
hands on an honest-to-gosh, working version of MasterARSuite for ARS
7.1, even if all they did was update the old one to recognize the new
definitions and programming features.  It was by far the best diagnostic
and troubleshooting tool I ever had, and made it much easier to judge
the implications of any proposed customizations - which today are more
of a "trial, error, log, fix, and try again" process.  And that is just
nibbling around the fringes of ITSM 7.

Christopher Strauss, Ph.D.
Remedy Database Administrator
University of North Texas Computing Center

P.S. No tarring or feathering, please - I'm just speculating
since this thread has degenerated enough to leave us writhing in ancient
petroleum-based substances. 


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ben Cantatore
Sent: Wednesday, September 12, 2007 4:45 PM
To: arslist@ARSLIST.ORG
Subject: Re: How you you guys analyze ITSM 7 code? Dev Plus?
Master AR Suite? No logging doesn't count.





** 
I wouldn't say that we're a dying breed as much as we're being
pushed to
extinction by BMC.


Ahh the tar pits aren't so bad once you get used to the heat.
:) 

Ben Cantatore
Remedy Administrator
Avon
(914) 935-2946 __20060125___This posting was
submitted with HTML in it___ 

Private and confidential as detailed here
 . If you cannot access
hyperlink, please e-mail sender. 
__20060125___This posting was submitted with HTML in
it___ 

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ADM:ARSlist Awards 2007: Nominations Extended One Week: Close Monday Sept 17th

[Daniel Bloom]

These Awards are how we thank the many people who provide

the knowledge and time to make this list useful, please participate.

 

I will be posting about each award today and tomorrow.

 

*MVP - Most Valuable Poster.
This is the person you feel has contributed the most to the list in a
combination of quality and quantity.
Anyone who has won the award in the last 5 years, 

BMC or Remedy employees are not eligible. 
The Rules for Nomination Acceptance and some General Rules:

* An individual must be nominated by at least two independent sources

* The years postings are somewhat reviewed to ensure that this
is someone who posts quality answers.
( Not that anyone has ever been rejected on this basis)

* Only those that were on the list for the entire year are eligible

 

 

Please send nominations to [EMAIL PROTECTED]
Sept   17th 8p.m.EST: nominations for MVP closes

 

* All decisions of the oversight panel are final
(if I have to make a controversial decision,
I confer with 4 past MVP winners for their opinion)

* Nominations posted to the list are not accepted,
they must be to [EMAIL PROTECTED]

Past MVP [Most Valuable Poster Award] recipients are:
[1995-2001 inclusive are now re-eligible]

2006 Axton Grams
2005 Tim Widowfield
2004 Matt Reinfeldt
2003 Carey Matthew Black
2002 Chris Woyton
2001 Gidd Calden
2000 Jarl Groneng,Tommy Nijem
1999 Rick Cook
1998 Raymond Leach
1997 Vicky Bayol
1996 Joel D. Sender
1995 Martin Nystrom

 


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Re: Query/Menu from Vendor Form?

[L. J. Head]

Vendor forms are at the software level...not the DB level so you can't do
that.  You could get inventive and create a regular form, use an escalation
to scrape the records of interest out of the vendor form then use either a
search or sql menu against the actual table...but not knowing the level of
records in question I don't know if that would be feasible.  We currently do
something similar for web service calls...we make the call...insert the
returned records into a table with a unique transaction id and then use
those records for a table display...

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Craig Carter
Sent: Thursday, September 13, 2007 7:59 AM
To: arslist@ARSLIST.ORG
Subject: Query/Menu from Vendor Form?


** 

All,

 

Does anyone know if you can perform a SQL query against a vendor form?

 

We have a vendor form pulling back LDAP data and need to build a menu
against the form.  A standard search menu pulls up duplicate values for the
field (office symbol) so we need to perform a distinct query.  We can use a
SQL menu but I haven't been able to find the vendor form for use with a
direct SQL call.  The arschema lists it as id 623/type 5 but there is no
table or view for this form that I can find (because there really is no
table).

 

Anyone know the trick to accessing the vendor form directly via SQL?

 

ARS 6.3

SQL 2000

 

Craig Carter

 

 

__20060125___This posting was submitted with HTML in
it___ 

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Re: How you you guys analyze ITSM 7 code? Dev Plus? Master AR Suite? No logging doesn't count.

[Jim Fox]

Right, why do so many people keep missing this point. Anybody think Linux is
eating Microsoft's lunch yet (as predicted)?

Fluxman 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE
Sent: 09/13/2007 10:15 AM
To: arslist@ARSLIST.ORG
Subject: Re: How you you guys analyze ITSM 7 code? Dev Plus? Master AR
Suite? No logging doesn't count.

Mark my words--Microsoft will emerge as the winner of this battle.  They
have too much going for them in "traditional" network settings.
Specifically, they are the makers of SMS and Active Directory.
Integrating with those products--which largely exist on most networks
already--will be a piece of cake.  The integration will be seamless.  It
will be a "no brainer" for large companies to use the Microsoft product.

No plug-ins, go-betweens, "integration engines," connectors, data
duplicators, third party import tools, vendor forms, etc. to configure and
maintain.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn
Sent: Thursday, September 13, 2007 8:53 AM
To: arslist@ARSLIST.ORG
Subject: Re: How you you guys analyze ITSM 7 code? Dev Plus? Master AR
Suite? No logging doesn't count.

**
I've looked into the Microsoft products, and I seriously doubt that they
will be able to compete with ITSM.  Microsoft's focus is more on monitoring
changes than the actual change management process.  I suspect that they
might end up being ok for server changes, but they won't be able to handle
network or code changes (not that ITSM's Change Management works well for
programming changes either.)
 
There are small companies out there with ASP and JSP based solutions that
can do a lot of the ITSM functions much better than BMC's ITSM suite.  The
only advantage BMC has going for them, that they are basically throwing
away, is the customizability.  I doubt that Microsoft's product would ever
be as customizable as ITSM is even today after all the changes.
 
Shawn Pierson

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Wednesday, September 12, 2007 5:21 PM
To: arslist@ARSLIST.ORG
Subject: Re: How you you guys analyze ITSM 7 code? Dev Plus?
Master AR Suite? No logging doesn't count.


** 
 It seems like some of the Windows-based Remedy
ARS folks are honing their .NET skills, which will help them if their
organizations move from Remedy to Microsoft System Center Service Manager
once it becomes a mature piece of their System Center suite.  I suspect that
a lot of IT managers will take a serious look at the cost comparison in a
couple of years, once all of the System Center (2007/8 versions of SMS 2003,
etc.) are well established in their infrastructures; I know ours will.  At
that point, the BMC push to packaged apps over custom (or reasonably
customizable) apps may begin to hurt them, as comparable packaged solutions
with local extensibility begin to compete at lower price points. ARS admins
will have been reduced to tiptoeing around the fringe of the dark (and
dangerous) bowels of ITSM, and be less able to deliver the kind of deep
adaptations to our environments that were the strength of the platform in
the past.

 
On a more serious note, I would do almost anything to get my hands
on an honest-to-gosh, working version of MasterARSuite for ARS 7.1, even if
all they did was update the old one to recognize the new definitions and
programming features.  It was by far the best diagnostic and troubleshooting
tool I ever had, and made it much easier to judge the implications of any
proposed customizations - which today are more of a "trial, error, log, fix,
and try again" process.  And that is just nibbling around the fringes of
ITSM 7.

Christopher Strauss, Ph.D.
Remedy Database Administrator
University of North Texas Computing Center

P.S. No tarring or feathering, please - I'm just speculating since
this thread has degenerated enough to leave us writhing in ancient
petroleum-based substances. 


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ben Cantatore
Sent: Wednesday, September 12, 2007 4:45 PM
To: arslist@ARSLIST.ORG
Subject: Re: How you you guys analyze ITSM 7 code? Dev Plus?
Master AR Suite? No logging doesn't count.





** 
I wouldn't say that we're a dying breed as much as we're being
pushed to
extinction by BMC.


Ahh the tar pits aren't so bad once you get used to the heat.
:) 

Ben Cantatore
Remedy Administrator
Avon
(914) 935-2946 __20060125___This posting was
submitted 

Re: How you you guys analyze ITSM 7 code? Dev Plus? Master AR Suite? No logging doesn't count.

[john rosquist]

I think that there are a couple of problems here.  My clients do not want 
customizations to the ITSM 7 suite.  In fact, there are largely forbiding it 
and are trying to change business process around the ITSM suite.  Second, they 
was the ITIL compliant stamp. They are purchasing hte Remedy ITSM 7 product to 
get ITIL compliance, even if their business or business process are poorly 
model in the tool, thus the eventual customizations. I do not think that there 
are many new remedy developer/admins that are going to decode the suite easily 
or effectively.

John




- Original Message 
From: Jim Fox <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, September 13, 2007 10:42:51 AM
Subject: Re: How you you guys analyze ITSM 7 code? Dev Plus? Master AR Suite? 
No logging doesn't count.


Right, why do so many people keep missing this point. Anybody think Linux is
eating Microsoft's lunch yet (as predicted)?

Fluxman 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE
Sent: 09/13/2007 10:15 AM
To: arslist@ARSLIST.ORG
Subject: Re: How you you guys analyze ITSM 7 code? Dev Plus? Master AR
Suite? No logging doesn't count.

Mark my words--Microsoft will emerge as the winner of this battle.  They
have too much going for them in "traditional" network settings.
Specifically, they are the makers of SMS and Active Directory.
Integrating with those products--which largely exist on most networks
already--will be a piece of cake.  The integration will be seamless.  It
will be a "no brainer" for large companies to use the Microsoft product.

No plug-ins, go-betweens, "integration engines," connectors, data
duplicators, third party import tools, vendor forms, etc. to configure and
maintain.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn
Sent: Thursday, September 13, 2007 8:53 AM
To: arslist@ARSLIST.ORG
Subject: Re: How you you guys analyze ITSM 7 code? Dev Plus? Master AR
Suite? No logging doesn't count.

**
I've looked into the Microsoft products, and I seriously doubt that they
will be able to compete with ITSM.  Microsoft's focus is more on monitoring
changes than the actual change management process.  I suspect that they
might end up being ok for server changes, but they won't be able to handle
network or code changes (not that ITSM's Change Management works well for
programming changes either.)

There are small companies out there with ASP and JSP based solutions that
can do a lot of the ITSM functions much better than BMC's ITSM suite.  The
only advantage BMC has going for them, that they are basically throwing
away, is the customizability.  I doubt that Microsoft's product would ever
be as customizable as ITSM is even today after all the changes.

Shawn Pierson

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Wednesday, September 12, 2007 5:21 PM
To: arslist@ARSLIST.ORG
Subject: Re: How you you guys analyze ITSM 7 code? Dev Plus?
Master AR Suite? No logging doesn't count.


** 
 It seems like some of the Windows-based Remedy
ARS folks are honing their .NET skills, which will help them if their
organizations move from Remedy to Microsoft System Center Service Manager
once it becomes a mature piece of their System Center suite.  I suspect that
a lot of IT managers will take a serious look at the cost comparison in a
couple of years, once all of the System Center (2007/8 versions of SMS 2003,
etc.) are well established in their infrastructures; I know ours will.  At
that point, the BMC push to packaged apps over custom (or reasonably
customizable) apps may begin to hurt them, as comparable packaged solutions
with local extensibility begin to compete at lower price points. ARS admins
will have been reduced to tiptoeing around the fringe of the dark (and
dangerous) bowels of ITSM, and be less able to deliver the kind of deep
adaptations to our environments that were the strength of the platform in
the past.

 
On a more serious note, I would do almost anything to get my hands
on an honest-to-gosh, working version of MasterARSuite for ARS 7.1, even if
all they did was update the old one to recognize the new definitions and
programming features.  It was by far the best diagnostic and troubleshooting
tool I ever had, and made it much easier to judge the implications of any
proposed customizations - which today are more of a "trial, error, log, fix,
and try again" process.  And that is just nibbling around the fringes of
ITSM 7.

Christopher Strauss, Ph.D.
Remedy Database Administrator
University of North Texas Computing Center

P.S. No tarring or feathering, please - I'm just speculating since
this thread has degenerated enough to leave us writhing in ancient
petroleum-based s

Re: How you you guys analyze ITSM 7 code? Dev Plus? Master AR Suite? No logging doesn't count.

[Kaiser Norm E CIV USAF 96 CS/SCCE]

Bingo!

It's circular logic.  Ever see the movie "Idiocracy"? If not, I highly
recommend EVERYONE on the ARSList see it.  People on this list will
identify with it.  Anyway, without giving away too much, at one point in
the movie, the main character asks a bunch of "experts" why they're
putting electrolytes on crops and they respond, "Because it's what
plants need!" and then he asks, "Why do the plants need them?" and they
answer, "Because they're electrolytes!"

I ask, "Why use BMC's ITSM?"

And experts say, "Because it's customizable!"

And so I say, "But if you change it, it's not standard anymore."

And they say, "OK, then don't customize it! Stay OOTB!"
 
And I say, "But then why are we using BMC's ITSM?"

And they say, "BECAUSE IT'S CUSTOMIZABLE, DUMB A$$! What don't you
understand about that?!"

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of john rosquist
Sent: Thursday, September 13, 2007 9:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: How you you guys analyze ITSM 7 code? Dev Plus? Master AR
Suite? No logging doesn't count.

** 
I think that there are a couple of problems here.  My clients do not
want customizations to the ITSM 7 suite.  In fact, there are largely
forbiding it and are trying to change business process around the ITSM
suite.  Second, they was the ITIL compliant stamp. They are purchasing
hte Remedy ITSM 7 product to get ITIL compliance, even if their business
or business process are poorly model in the tool, thus the eventual
customizations. I do not think that there are many new remedy
developer/admins that are going to decode the suite easily or
effectively.
 
John
 


- Original Message 
From: Jim Fox <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, September 13, 2007 10:42:51 AM
Subject: Re: How you you guys analyze ITSM 7 code? Dev Plus? Master AR
Suite? No logging doesn't count.


Right, why do so many people keep missing this point. Anybody think
Linux is
eating Microsoft's lunch yet (as predicted)?

Fluxman 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: 09/13/2007 10:15 AM
To: arslist@ARSLIST.ORG
Subject: Re: How you you guys analyze ITSM 7 code? Dev Plus? Master AR
Suite? No logging doesn't count.

Mark my words--Microsoft will emerge as the winner of this battle.  They
have too much going for them in "traditional" network settings.
Specifically, they are the makers of SMS and Active Directory.
Integrating with those products--which largely exist on most networks
already--will be a piece of cake.  The integration will be seamless.  It
will be a "no brainer" for large companies to use the Microsoft product.

No plug-ins, go-betweens, "integration engines," connectors, data
duplicators, third party import tools, vendor forms, etc. to configure
and
maintain.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn
Sent: Thursday, September 13, 2007 8:53 AM
To: arslist@ARSLIST.ORG
Subject: Re: How you you guys analyze ITSM 7 code? Dev Plus? Master AR
Suite? No logging doesn't count.

**
I've looked into the Microsoft products, and I seriously doubt that they
will be able to compete with ITSM.  Microsoft's focus is more on
monitoring
changes than the actual change management process.  I suspect that they
might end up being ok for server changes, but they won't be able to
handle
network or code changes (not that ITSM's Change Management works well
for
programming changes either.)

There are small companies out there with ASP and JSP based solutions
that
can do a lot of the ITSM functions much better than BMC's ITSM suite.
The
only advantage BMC has going for them, that they are basically throwing
away, is the customizability.  I doubt that Microsoft's product would
ever
be as customizable as ITSM is even today after all the changes.

Shawn Pierson

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Wednesday, September 12, 2007 5:21 PM
To: arslist@ARSLIST.ORG
Subject: Re: How you you guys analyze ITSM 7 code? Dev Plus?
Master AR Suite? No logging doesn't count.


** 
 It seems like some of the Windows-based Remedy
ARS folks are honing their .NET skills, which will help them if their
organizations move from Remedy to Microsoft System Center Service
Manager
once it becomes a mature piece of their System Center suite.  I suspect
that
a lot of IT managers will take a serious look at the cost comparison in
a
couple of years, once all of the System Center (2007/8 versions of SMS
2003,
etc.) are well established in their infrastructures; I know ours will.
At
that point, the BMC push to packaged apps over custom (or reasonably
customizable) apps may begin to hurt them, as comparable packaged
solu

Re: How you you guys analyze ITSM 7 code? Dev Plus? Master AR Suite? No logging doesn't count.

[Rick Cook]

I agree - it would be a monumental task for a new Remedy admin to decipher
ITSM 7.  However, us old-timers can help by documenting what we know and
passing it along to our customers, to at least give them a place to start
looking.  I created a cheat sheet showing where to modify certain
configuration data and things like notification messages, and gave that to
them as one of their project docs.

I also agree that more than superficial customizations to ITSM risk
undermining the ITIL methodologies that were the justification for buying
the software - yet some people want them anyway.  It is a balance that one
has to strike.

Rick

On 9/13/07, john rosquist <[EMAIL PROTECTED]> wrote:
>
> **  I think that there are a couple of problems here.  My clients do not
> want customizations to the ITSM 7 suite.  In fact, there are largely
> forbiding it and are trying to change business process around the ITSM
> suite.  Second, they was the ITIL compliant stamp. They are purchasing hte
> Remedy ITSM 7 product to get ITIL compliance, even if their business or
> business process are poorly model in the tool, thus the eventual
> customizations. I do not think that there are many new remedy
> developer/admins that are going to decode the suite easily or effectively.
>
> John
>
>
>
> - Original Message 
> From: Jim Fox <[EMAIL PROTECTED]>
> To: arslist@ARSLIST.ORG
> Sent: Thursday, September 13, 2007 10:42:51 AM
> Subject: Re: How you you guys analyze ITSM 7 code? Dev Plus? Master AR
> Suite? No logging doesn't count.
>
> Right, why do so many people keep missing this point. Anybody think Linux
> is
> eating Microsoft's lunch yet (as predicted)?
>
> Fluxman
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
> CS/SCCE
> Sent: 09/13/2007 10:15 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: How you you guys analyze ITSM 7 code? Dev Plus? Master AR
> Suite? No logging doesn't count.
>
> Mark my words--Microsoft will emerge as the winner of this battle.  They
> have too much going for them in "traditional" network settings.
> Specifically, they are the makers of SMS and Active Directory.
> Integrating with those products--which largely exist on most networks
> already--will be a piece of cake.  The integration will be seamless.  It
> will be a "no brainer" for large companies to use the Microsoft product.
>
> No plug-ins, go-betweens, "integration engines," connectors, data
> duplicators, third party import tools, vendor forms, etc. to configure and
> maintain.
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn
> Sent: Thursday, September 13, 2007 8:53 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: How you you guys analyze ITSM 7 code? Dev Plus? Master AR
> Suite? No logging doesn't count.
>
> **
> I've looked into the Microsoft products, and I seriously doubt that they
> will be able to compete with ITSM.  Microsoft's focus is more on
> monitoring
> changes than the actual change management process.  I suspect that they
> might end up being ok for server changes, but they won't be able to handle
> network or code changes (not that ITSM's Change Management works well for
> programming changes either.)
>
> There are small companies out there with ASP and JSP based solutions that
> can do a lot of the ITSM functions much better than BMC's ITSM suite.  The
> only advantage BMC has going for them, that they are basically throwing
> away, is the customizability.  I doubt that Microsoft's product would ever
> be as customizable as ITSM is even today after all the changes.
>
> Shawn Pierson
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of strauss
> Sent: Wednesday, September 12, 2007 5:21 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: How you you guys analyze ITSM 7 code? Dev Plus?
> Master AR Suite? No logging doesn't count.
>
>
> **
>  It seems like some of the Windows-based Remedy
> ARS folks are honing their .NET skills, which will help them if their
> organizations move from Remedy to Microsoft System Center Service Manager
> once it becomes a mature piece of their System Center suite.  I suspect
> that
> a lot of IT managers will take a serious look at the cost comparison in a
> couple of years, once all of the System Center (2007/8 versions of SMS
> 2003,
> etc.) are well established in their infrastructures; I know ours will.  At
> that point, the BMC push to packaged apps over custom (or reasonably
> customizable) apps may begin to hurt them, as comparable packaged
> solutions
> with local extensibility begin to compete at lower price points. ARS
> admins
> will have been reduced to tiptoeing around the fringe of the dark (and
> dangerous) bowels of ITSM, and be less able to deliver the kind of deep
> adaptations to our environments 

Re: Query/Menu from Vendor Form?

[Kaiser Norm E CIV USAF 96 CS/SCCE]

Create a regular form and populate the regular form from values in the
vendor form via escalation.  Then build your SQL menu from the regular
form.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of L. J. Head
Sent: Thursday, September 13, 2007 9:38 AM
To: arslist@ARSLIST.ORG
Subject: Re: Query/Menu from Vendor Form?

** 
Vendor forms are at the software level...not the DB level so you can't
do that.  You could get inventive and create a regular form, use an
escalation to scrape the records of interest out of the vendor form then
use either a search or sql menu against the actual table...but not
knowing the level of records in question I don't know if that would be
feasible.  We currently do something similar for web service calls...we
make the call...insert the returned records into a table with a unique
transaction id and then use those records for a table display...



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Craig Carter
Sent: Thursday, September 13, 2007 7:59 AM
To: arslist@ARSLIST.ORG
Subject: Query/Menu from Vendor Form?


** 

All,

 

Does anyone know if you can perform a SQL query against a vendor form?

 

We have a vendor form pulling back LDAP data and need to build a menu
against the form.  A standard search menu pulls up duplicate values for
the field (office symbol) so we need to perform a distinct query.  We
can use a SQL menu but I haven't been able to find the vendor form for
use with a direct SQL call.  The arschema lists it as id 623/type 5 but
there is no table or view for this form that I can find (because there
really is no table).

 

Anyone know the trick to accessing the vendor form directly via SQL?

 

ARS 6.3

SQL 2000

 

Craig Carter

 

 

__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: How you you guys analyze ITSM 7 code? Dev Plus? Master AR Suite? No logging doesn't count.

[Gidd]

John,
 
my .02 cents ...
 
That is interesting!  While ITSM7 seems to dominate current list discussions
there are alternatives.
Our ESS @ Work suite allows our customers to replicate their defined
business processes in a
solution that is far superior to current offerings that ITSM7 present.
 
If your customer is on a previous version and they "can't get there from
here" then the least path of
resistance is to not change the solution but rather force the client to
change business practices?  I 
personally think this is a cart load of crap and believe that there are many
on this list that tend to agree.
 
We are ITIL verified, and will soon will be ITIL ver3. verified.  While an
ITIL solution gives your customers a "roadmap"
of standardized best practices it should not force those customers to adopt
a solution that changes the
business practices of that customer.  
 
Interesting to note, deployment of our solution ALWAYS includes a
comprehensive data dictionary.
 
Regards...Gidd
 
 
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of john rosquist
Sent: Thursday, September 13, 2007 7:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: How you you guys analyze ITSM 7 code? Dev Plus? Master AR
Suite? No logging doesn't count.


** 
I think that there are a couple of problems here.  My clients do not want
customizations to the ITSM 7 suite.  In fact, there are largely forbiding it
and are trying to change business process around the ITSM suite.  Second,
they was the ITIL compliant stamp. They are purchasing hte Remedy ITSM 7
product to get ITIL compliance, even if their business or business process
are poorly model in the tool, thus the eventual customizations. I do not
think that there are many new remedy developer/admins that are going to
decode the suite easily or effectively.
 
John
 


- Original Message 
From: Jim Fox <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, September 13, 2007 10:42:51 AM
Subject: Re: How you you guys analyze ITSM 7 code? Dev Plus? Master AR
Suite? No logging doesn't count.


Right, why do so many people keep missing this point. Anybody think Linux is
eating Microsoft's lunch yet (as predicted)?

Fluxman 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE
Sent: 09/13/2007 10:15 AM
To: arslist@ARSLIST.ORG
Subject: Re: How you you guys analyze ITSM 7 code? Dev Plus? Master AR
Suite? No logging doesn't count.

Mark my words--Microsoft will emerge as the winner of this battle.  They
have too much going for them in "traditional" network settings.
Specifically, they are the makers of SMS and Active Directory.
Integrating with those products--which largely exist on most networks
already--will be a piece of cake.  The integration will be seamless.  It
will be a "no brainer" for large companies to use the Microsoft product.

No plug-ins, go-betweens, "integration engines," connectors, data
duplicators, third party import tools, vendor forms, etc. to configure and
maintain.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn
Sent: Thursday, September 13, 2007 8:53 AM
To: arslist@ARSLIST.ORG
Subject: Re: How you you guys analyze ITSM 7 code? Dev Plus? Master AR
Suite? No logging doesn't count.

**
I've looked into the Microsoft products, and I seriously doubt that they
will be able to compete with ITSM.  Microsoft's focus is more on monitoring
changes than the actual change management process.  I suspect that they
might end up being ok for server changes, but they won't be able to handle
network or code changes (not that ITSM's Change Management works well for
programming changes either.)

There are small companies out there with ASP and JSP based solutions that
can do a lot of the ITSM functions much better than BMC's ITSM suite.  The
only advantage BMC has going for them, that they are basically throwing
away, is the customizability.  I doubt that Microsoft's product would ever
be as customizable as ITSM is even today after all the changes.

Shawn Pierson

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Wednesday, September 12, 2007 5:21 PM
To: arslist@ARSLIST.ORG
Subject: Re: How you you guys analyze ITSM 7 code? Dev Plus?
Master AR Suite? No logging doesn't count.


** 
 It seems like some of the Windows-based Remedy
ARS folks are honing their .NET skills, which will help them if their
organizations move from Remedy to Microsoft System Center Service Manager
once it becomes a mature piece of their System Center suite.  I suspect that
a lot of IT managers will take a serious look at the cost comparison in a
couple of years, once all of the System Center (2007/8 versions of SMS 2003,
etc.) are well established in their infras

Re: ARDBC - some AD fields are not visible

[Graham Dyer]

Anybody know where I can find the names of the fields missing? I too noticed 
that some of the fields are not showing up in the Vendor form, however I don't 
know what the field names are to add them manually.
Thanks,
Graham
 
 
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Kern, Robert SBA
Sent: February 16, 2007 4:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARDBC - some AD fields are not visible



** 
Hello Dmitry,
 
you can add them manually
 
Typing the name at the Database tab, the "name" field.
 
Helau,
Robert



From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
PROTECTED] On Behalf Of Bezhenar, Dmitry
Sent: Friday, February 16, 2007 9:33 AM
To: arslist@ARSLIST.ORG
Subject: ARDBC - some AD fields are not visible


** 
Hello List,
 
I need to create a vendor form using ARDBC connection to our Active 
Directory. 
There are hundreds or fields available for selection(objectclass=user), 
but some fields are missing, i.e. extensionAttribute1 , extensionAttribute2, 
etc..
 
We store a lot of useful information in these fields?
Anybody knows how to add them to a vendor form?
 
Thank you.
 
 
 
Kind Regards / C уважением
Dmitry Bezhenar

__20060125___This posting was submitted with HTML 
in it___ __20060125___This posting was submitted with HTML 
in it___ 


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Re: OT: RRR|Chive with new sync functionality

[John Sundberg]

Most excellent - nice utility.

-John


On 9/13/07, Misi Mladoniczky <[EMAIL PROTECTED]> wrote:
>
> Hi,
>
> We have now added a SYNCTOTARGET-mode for RRR|Chive that will let you do
> fast and easy incremental updates between servers.
>
> Typical scenarios where this can be useful:
> 1. When you want to "reset" your test server to reflect data from
> production
> 2. When you are moving to a new server
>
> How SYNCTOTARGET works:
> - Modify Date is used to find tickets in need of update.
> - Tickets that has been removed from the source server is also removed
> from the target
> - Extra tickets that has been added to the target server is removed as
> well
>
> Download and configurator at https://www.rrr.se/cgi/rrrchive/main
>
> Here is a sample config file that synchronizes servers ardev to artest:
> 
> source_server   = ardev
> source_user = Demo
> source_password =
> target_server   = artest
> target_user = Demo
> target_password =
> multipleforms   = *
> skipforms   = User,
>   AR System Email Mailbox Configuration,\
>   AR System User Preferences,\
>   AR System User Central File,\
>   AR System Administrator Preferences
> qual= SPLITAUTO
> transfertype= SYNCTOTARGET
> logfile = rrrchive.log
> loglevel= NOTICE
> progressbar = YES
> 
>
> Best Regards - Misi, RRR AB, http://www.rrr.se
>
> Products from RRR Scandinavia:
> * RRR|License - Not enough Remedy licenses? Save money by optimizing.
> * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
> * RRR|Translator - Manage and automate your language translations.
> Find these products, and many free tools and utilities, at http://rrr.se.
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where
> the Answers Are"
>



-- 
John David Sundberg
235 East 6th Street, Suite 400B
St. Paul, MN 55101
(651) 556-0930-work
(651) 247-6766-cell
(651) 695-8577-fax
[EMAIL PROTECTED]

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James Tobin and cubcegg.com

[Daniel Bloom]

I know I went through this once before,

but here we go again.

 

If anyone out there is currently in contact with him,

or working on contract with him, please contact me,

this is urgent.

 

Please reply to me, [EMAIL PROTECTED], not to the list.

 

thanks . Daniel


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Re: ARDBC - some AD fields are not visible

[Grooms, Frederick W]

There are several couple of utilities that let you browse LDAP. 
 
Microsoft's LDP.exe  (available in the Windows 2000 support Tools)
Softerra LDAP Browser (free from www.ldapbrowser.com )
ADSIEdit (part of the Microsoft Windows 2003 server support tools)
NTDSUTIL (another Microsoft utility)
 
With any of them you can retrieve all fields for an entry.
 
Remember if a field can have more than 1 value you have to add [*,] to the end 
of the Vendor Information Name on the Database tab of the field properties to 
get all values (separated by Commas) 
 
Fred



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Graham Dyer
Sent: Thursday, September 13, 2007 11:04 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARDBC - some AD fields are not visible


** 
Anybody know where I can find the names of the fields missing? I too noticed 
that some of the fields are not showing up in the Vendor form, however I don't 
know what the field names are to add them manually.
Thanks,
Graham
 
 
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Kern, Robert SBA
Sent: February 16, 2007 4:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARDBC - some AD fields are not visible



** 
Hello Dmitry,
 
you can add them manually
 
Typing the name at the Database tab, the "name" field.
 
Helau,
Robert



From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
PROTECTED] On Behalf Of Bezhenar, Dmitry
Sent: Friday, February 16, 2007 9:33 AM
To: arslist@ARSLIST.ORG
Subject: ARDBC - some AD fields are not visible


** 
Hello List,
 
I need to create a vendor form using ARDBC connection to our Active 
Directory. 
There are hundreds or fields available for selection(objectclass=user), 
but some fields are missing, i.e. extensionAttribute1 , extensionAttribute2, 
etc..
 
We store a lot of useful information in these fields?
Anybody knows how to add them to a vendor form?
 
Thank you.
 
 
 
Kind Regards / C уважением
Dmitry Bezhenar

__20060125___This posting was submitted with HTML 
in it___ __20060125___This posting was submitted with HTML 
in it___ 

__20060125___This posting was submitted with HTML in it___ 

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Re: Query/Menu from Vendor Form? - Resolved

[Craig Carter]

I knew we could use one of these "other" options but none of those are
elegant nor would they be instantaneous with updates to the external
table (since it's based on when the escalation runs).  I just wanted to
make sure I wasn't missing something obvious regarding vendor forms.

Thanks for the feedback,
Craig Carter, RSP

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: Thursday, September 13, 2007 9:14 AM
To: arslist@ARSLIST.ORG
Subject: Re: Query/Menu from Vendor Form?

Create a regular form and populate the regular form from values in the
vendor form via escalation.  Then build your SQL menu from the regular
form.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of L. J. Head
Sent: Thursday, September 13, 2007 9:38 AM
To: arslist@ARSLIST.ORG
Subject: Re: Query/Menu from Vendor Form?

** 
Vendor forms are at the software level...not the DB level so you can't
do that.  You could get inventive and create a regular form, use an
escalation to scrape the records of interest out of the vendor form then
use either a search or sql menu against the actual table...but not
knowing the level of records in question I don't know if that would be
feasible.  We currently do something similar for web service calls...we
make the call...insert the returned records into a table with a unique
transaction id and then use those records for a table display...



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Craig Carter
Sent: Thursday, September 13, 2007 7:59 AM
To: arslist@ARSLIST.ORG
Subject: Query/Menu from Vendor Form?


** 

All,

 

Does anyone know if you can perform a SQL query against a vendor form?

 

We have a vendor form pulling back LDAP data and need to build a menu
against the form.  A standard search menu pulls up duplicate values for
the field (office symbol) so we need to perform a distinct query.  We
can use a SQL menu but I haven't been able to find the vendor form for
use with a direct SQL call.  The arschema lists it as id 623/type 5 but
there is no table or view for this form that I can find (because there
really is no table).

 

Anyone know the trick to accessing the vendor form directly via SQL?

 

ARS 6.3

SQL 2000

 

Craig Carter

 

 

__20060125___This posting was submitted with HTML in
it___ 
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it___ 


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nextID Increment

[Noseworthy, Alex]

Hi, I am new to the list and did a quick search on incrementing the
nextID variable for ARS tables but the search didn't answer any of my
questions.  So now I am putting the questions out to the
expertshopefully :)
My colleague and I are writing applications for our Network Operations
center to do automatic registration on both the wired and wireless
networks.  We are not using any sort of ARS API (I know I know you
should use the API...) we are going in the backdoor and adding entries
manually but constantly to the database directly.   When someone
registers we need to create a new entry in a remedy table and are having
a hard time figuring out how to increment the nextID variable in the
ARSCHMEA for the tables we are adding to, some suggestions are as
follows:
-Start from a large arbitrary number (100) and manage it
yourself and hope we never reach the 100th entry through normal
means of using the remedy clients.
-Store the nextID value in some arbitrary entry and manage it
yourself, and hope no one ever uses the remedy client.

Neither of these solutions sounds right to me and would lead to larger
problems down the road, I would like to just increment the nextID
variable every time I create a new entry, I have been told there maybe
problems if you do this so are there any ramifications in doing this and
if so what are they. 

 
Thanks,
-
Alex Noseworthy
___
Memorial University
Phone. 709-737-8242
Office. HH2027
Email. [EMAIL PROTECTED]

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Re: nextID Increment

[Joe D'Souza]

Alex,

Not using the Remedy API for creating or managing data is almost a 'cardinal
sin'. You will never be forgiven by the Gods at Remedy Support if anything
were to go wrong, and then asked for their help. They will come back to you
saying you did something that was unsupported.

Nonetheless, it doesn't really mean its not doable.

The problem with using the next immediate ID, is if there was a simultaneous
transaction happening at the ARS API level to create a new entry, you risk
the creation of a duplicate ID, and consequently an error that you are
violating a unique index.

In that situation your best solution is to start from that arbitrary high
number and manage it yourself. I had in fact used this method for a View
form against a 'foreign' table within the AR System database, which stored
network element information of a particular kind of network element, in an
inventory system I had custom built for a cable company.

On this particular form this system could have the ability to add elements
from within the ARS, but they needed the ability to add elements directly to
that external table from a external system. So that external system would
use a counter starting from 100 and in our case we knew that the
internal counter would never reach that limit in another 100 years as there
are less than half a million network elements they were dealing with..

Another alternative would be using a prefix on that form. Use a prefix for
entries created directly from the ARS level or its API, and use an alternate
prefix for entries created by you using your own scripts..

That way even if you do use the nextid from the arschema, since you will be
left padding it with a different prefix, you will never ever get a violation
of a unique index even if the ARS has a transaction that happens that very
millisecond that you hit the database with your transaction.

Hope this helps..

Cheers

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Noseworthy, Alex
Sent: Thursday, September 13, 2007 12:48 PM
To: arslist@ARSLIST.ORG
Subject: nextID Increment


Hi, I am new to the list and did a quick search on incrementing the nextID
variable for ARS tables but the search didn't answer any of my questions.
So now I am putting the questions out to the expertshopefully :)
My colleague and I are writing applications for our Network Operations
center to do automatic registration on both the wired and wireless networks.
We are not using any sort of ARS API (I know I know you should use the
API...) we are going in the backdoor and adding entries manually but
constantly to the database directly.   When someone registers we need to
create a new entry in a remedy table and are having a hard time figuring out
how to increment the nextID variable in the ARSCHMEA for the tables we are
adding to, some suggestions are as follows:
-Start from a large arbitrary number (100) and manage it
yourself and hope we never reach the 100th entry through normal means of
using the remedy clients.
-Store the nextID value in some arbitrary entry and manage it
yourself, and hope no one ever uses the remedy client.

Neither of these solutions sounds right to me and would lead to larger
problems down the road, I would like to just increment the nextID variable
every time I create a new entry, I have been told there maybe problems if
you do this so are there any ramifications in doing this and if so what are
they.

Thanks,
-
Alex Noseworthy
___
Memorial University
Phone. 709-737-8242
Office. HH2027
Email. [EMAIL PROTECTED]
No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.5.487 / Virus Database: 269.13.16/1005 - Release Date: 9/13/2007
11:45 AM

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Answers Are"

Re: Query/Menu from Vendor Form? - Resolved

[Joe D'Souza]

Did you try a search menu as opposed to a SQL menu on that vendor form?

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Craig Carter
Sent: Thursday, September 13, 2007 12:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: Query/Menu from Vendor Form? - Resolved


I knew we could use one of these "other" options but none of those are
elegant nor would they be instantaneous with updates to the external table
(since it's based on when the escalation runs).  I just wanted to make sure
I wasn't missing something obvious regarding vendor forms.

Thanks for the feedback,
Craig Carter, RSP
No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.5.487 / Virus Database: 269.13.16/1005 - Release Date: 9/13/2007
11:45 AM

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Re: Push field sometimes happens and sometimes doesn't

[Carey Matthew Black]

Dwayne,

I actually prefer a slight variation on the "archive form" approach

IMHO, the root problem is that you want to keep a parent child
relationship in a diary field content.

I suggest that you let go of the v3 and v4 thinking and use a table
field to the child records.

Instead of having "AR System Email Messages" have "custom"
workflow/fields start with the creation of the child record and then
have the child record create a record in "AR System Email Messages". (
The more we can leave the BMC generated/maintained forms unchanged,
the better IMO. )


What this does is effectively what your after.
  There is no way that the person gets the email without a record in
the "child" form.
  The support agents have a table field showing the whole (or parts)
of the email that was queued to be sent.


You do not loose any kind of "delivery" or "error" messages that the
other ordered approach would have given you either.

You would need to use a Push action to do a "Notify" action, but that
should really not be an issue. And your "child" form could even do a
Notify action if you want it to. ( Well, if the templates your using
can be supported from data stored in the child form. However, the
child form would also allow you to publish [to Public] some fields
that are private [non-Public] on the parent form too.)


In short I think you already have the forms in place, I just think the
data flow is in the wrong direction between a few of the forms. :)

HTH.

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

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



On 9/13/07, Dwayne Martin <[EMAIL PROTECTED]> wrote:
> Doug,
>
> Thanks!  I can see some advantages of your approach over mine.  I'll have to 
> consider it.
>
> Dwayne
>
>  Original message 
> >Date: Thu, 13 Sep 2007 09:21:15 -0400
> >From: "Tanner, Doug" <[EMAIL PROTECTED]>
> >Subject: Re: Push field sometimes happens and sometimes doesn't
> >To: arslist@ARSLIST.ORG
> >
> >   **
> >
> >   Dwayne,
> >
> > An approach I like to take is
> >
> >
> >
> >   1>) Create a form for historical storage of email
> >   messages
> >
> > I do this by creating a form called "CMN:Email
> >   Correspondence"
> >
> > This form has a lot of the fields - To, From,
> >   Subject, Body, etc
> >
> > From AR System Email Messages
> >
> > In addition to other fields I use for workflow
> >
> >
> >
> > Basically On Submit (Or Modify - Your choice)
> >   ON AR Email Messages
> >
> > I push (Create) a Permanent record over in
> >   CMN:Email Correspondence
> >
> > Passing my GUID from the original "Entry" This
> >   way I can tie it together
> >
> >   Typically in a table field on the
> >   request.
> >
> >
> >
> >   Hit me off list if you want some more details
> >
> >
> >
> >   Doug
> >
>
> Dwayne Martin
> Computing Support
> James Madison University

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Re: nextID Increment

[Axton]

Why not use a view form, then write to your own db table and forget
about the request id.

Axton Grams

On 9/13/07, Joe D'Souza <[EMAIL PROTECTED]> wrote:
> **
>
> Alex,
>
> Not using the Remedy API for creating or managing data is almost a 'cardinal
> sin'. You will never be forgiven by the Gods at Remedy Support if anything
> were to go wrong, and then asked for their help. They will come back to you
> saying you did something that was unsupported.
>
> Nonetheless, it doesn't really mean its not doable.
>
> The problem with using the next immediate ID, is if there was a simultaneous
> transaction happening at the ARS API level to create a new entry, you risk
> the creation of a duplicate ID, and consequently an error that you are
> violating a unique index.
>
> In that situation your best solution is to start from that arbitrary high
> number and manage it yourself. I had in fact used this method for a View
> form against a 'foreign' table within the AR System database, which stored
> network element information of a particular kind of network element, in an
> inventory system I had custom built for a cable company.
>
> On this particular form this system could have the ability to add elements
> from within the ARS, but they needed the ability to add elements directly to
> that external table from a external system. So that external system would
> use a counter starting from 100 and in our case we knew that the
> internal counter would never reach that limit in another 100 years as there
> are less than half a million network elements they were dealing with..
>
> Another alternative would be using a prefix on that form. Use a prefix for
> entries created directly from the ARS level or its API, and use an alternate
> prefix for entries created by you using your own scripts..
>
> That way even if you do use the nextid from the arschema, since you will be
> left padding it with a different prefix, you will never ever get a violation
> of a unique index even if the ARS has a transaction that happens that very
> millisecond that you hit the database with your transaction.
>
> Hope this helps..
>
> Cheers
>
> Joe
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] Behalf Of Noseworthy, Alex
> Sent: Thursday, September 13, 2007 12:48 PM
> To: arslist@ARSLIST.ORG
> Subject: nextID Increment
>
>
> Hi, I am new to the list and did a quick search on incrementing the nextID
> variable for ARS tables but the search didn't answer any of my questions.
> So now I am putting the questions out to the expertshopefully :)
> My colleague and I are writing applications for our Network Operations
> center to do automatic registration on both the wired and wireless networks.
>  We are not using any sort of ARS API (I know I know you should use the
> API...) we are going in the backdoor and adding entries manually but
> constantly to the database directly.   When someone registers we need to
> create a new entry in a remedy table and are having a hard time figuring out
> how to increment the nextID variable in the ARSCHMEA for the tables we are
> adding to, some suggestions are as follows:
> -Start from a large arbitrary number (100) and manage it
> yourself and hope we never reach the 100th entry through normal means of
> using the remedy clients.
> -Store the nextID value in some arbitrary entry and manage it
> yourself, and hope no one ever uses the remedy client.
>
> Neither of these solutions sounds right to me and would lead to larger
> problems down the road, I would like to just increment the nextID variable
> every time I create a new entry, I have been told there maybe problems if
> you do this so are there any ramifications in doing this and if so what are
> they.
>
> Thanks,
> -
> Alex Noseworthy
> ___
> Memorial University
> Phone. 709-737-8242
> Office. HH2027
> Email. [EMAIL PROTECTED] __20060125___This
> posting was submitted with HTML in it___

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Re: nextID Increment

[Joe D'Souza]

That's what I did in that same situation. You do not have to even bother
about the H table when using a view form..

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Axton
Sent: Thursday, September 13, 2007 1:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: nextID Increment


Why not use a view form, then write to your own db table and forget about
the request id.

Axton Grams

On 9/13/07, Joe D'Souza <[EMAIL PROTECTED]> wrote:
> **
>
> Alex,
>
> Not using the Remedy API for creating or managing data is almost a
'cardinal
> sin'. You will never be forgiven by the Gods at Remedy Support if anything
> were to go wrong, and then asked for their help. They will come back to
you
> saying you did something that was unsupported.
>
> Nonetheless, it doesn't really mean its not doable.
>
> The problem with using the next immediate ID, is if there was a
simultaneous
> transaction happening at the ARS API level to create a new entry, you risk
> the creation of a duplicate ID, and consequently an error that you are
> violating a unique index.
>
> In that situation your best solution is to start from that arbitrary high
> number and manage it yourself. I had in fact used this method for a View
> form against a 'foreign' table within the AR System database, which stored
> network element information of a particular kind of network element, in an
> inventory system I had custom built for a cable company.
>
> On this particular form this system could have the ability to add elements
> from within the ARS, but they needed the ability to add elements directly
to
> that external table from a external system. So that external system would
> use a counter starting from 100 and in our case we knew that
the
> internal counter would never reach that limit in another 100 years as
there
> are less than half a million network elements they were dealing with..
>
> Another alternative would be using a prefix on that form. Use a prefix for
> entries created directly from the ARS level or its API, and use an
alternate
> prefix for entries created by you using your own scripts..
>
> That way even if you do use the nextid from the arschema, since you will
be
> left padding it with a different prefix, you will never ever get a
violation
> of a unique index even if the ARS has a transaction that happens that very
> millisecond that you hit the database with your transaction.
>
> Hope this helps..
>
> Cheers
>
> Joe
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] Behalf Of Noseworthy, Alex
> Sent: Thursday, September 13, 2007 12:48 PM
> To: arslist@ARSLIST.ORG
> Subject: nextID Increment
>
>
> Hi, I am new to the list and did a quick search on incrementing the nextID
> variable for ARS tables but the search didn't answer any of my questions.
> So now I am putting the questions out to the expertshopefully :)
> My colleague and I are writing applications for our Network Operations
> center to do automatic registration on both the wired and wireless
networks.
>  We are not using any sort of ARS API (I know I know you should use the
> API...) we are going in the backdoor and adding entries manually but
> constantly to the database directly.   When someone registers we need to
> create a new entry in a remedy table and are having a hard time figuring
out
> how to increment the nextID variable in the ARSCHMEA for the tables we are
> adding to, some suggestions are as follows:
> -Start from a large arbitrary number (100) and manage it
> yourself and hope we never reach the 100th entry through normal means
of
> using the remedy clients.
> -Store the nextID value in some arbitrary entry and manage it
> yourself, and hope no one ever uses the remedy client.
>
> Neither of these solutions sounds right to me and would lead to larger
> problems down the road, I would like to just increment the nextID variable
> every time I create a new entry, I have been told there maybe problems if
> you do this so are there any ramifications in doing this and if so what
are
> they.
>
> Thanks,
> -
> Alex Noseworthy
> ___
> Memorial University
> Phone. 709-737-8242
> Office. HH2027
> Email. [EMAIL PROTECTED]

No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.5.487 / Virus Database: 269.13.16/1005 - Release Date: 9/13/2007
11:45 AM

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Saved Searches

[Randy Simon]

When I go to Action/My Searches where can these searches be found?

I received a new PC and saved everything in my Home folder, but I can
not find them.

I did find a file that had them (user_saved.srh) but when I look in
Action/My Searches, I can not see any saved searches.

 

 

Randy Simon

Remedy Admin

Online Resources Corporation

4795 Meadow Wood Lane

Suite 300

Chantilly, VA 20251

www.orcc.com

Nasdaq: ORCC

 




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Ticket Reporting - Outside Normal Business Hours (U)

[Hennigan, Sandra H CTR OSD-CIO]

UNCLASSIFIED

Our environment -
Windows server 2003
ARS 6.3 patch 21
SQL 2000
Help Desk 5.5
SLA 5.5

I need to build a report that will include tickets submitted and/or
resolved outside of normal business hours.

The "Business Tag" field is of no assistance because it is written to on
submit; tickets resolved after normal hours may have been submitted at any
time in the past.
The "Assigned to Group+" field is of no assistance because any of our
techs may provide a service in or out side of normal business hours.

Tickets will have been submitted and/or resolved after 1800 and before
0700 daily, Sunday thru Saturday.

I have Crystal Reports. Any assistance is appreciated. Thanks.

Sandra Hennigan

OSD Enterprise Remedy Administrator
Office # 703-602-2525 x251

Apparently, there is nothing that cannot happen today.  Mark Twain

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smime.p7s
Description: S/MIME cryptographic signature

Re: Ticket Reporting - Outside Normal Business Hours (U)

[Shellman, David]

In the past folks have presented some great searches that will find
records based on time criteria and the day piece of the date/time stamp
is ignored.

Another process that can be used is to set a hidden field using Business
Hours rules when the record is Resolved.  The process adds 0 seconds to
the current time.  If it is outside of the business hours the hidden
field will not be the same as the Resolved Date field.

Dave

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Hennigan, Sandra H CTR OSD-CIO
Sent: Thursday, September 13, 2007 1:56 PM
To: arslist@ARSLIST.ORG
Subject: Ticket Reporting - Outside Normal Business Hours (U)

UNCLASSIFIED

Our environment -
Windows server 2003
ARS 6.3 patch 21
SQL 2000
Help Desk 5.5
SLA 5.5

I need to build a report that will include tickets submitted and/or
resolved outside of normal business hours.

The "Business Tag" field is of no assistance because it is written to on
submit; tickets resolved after normal hours may have been submitted at
any
time in the past.
The "Assigned to Group+" field is of no assistance because any of our
techs may provide a service in or out side of normal business hours.

Tickets will have been submitted and/or resolved after 1800 and before
0700 daily, Sunday thru Saturday.

I have Crystal Reports. Any assistance is appreciated. Thanks.

Sandra Hennigan

OSD Enterprise Remedy Administrator
Office # 703-602-2525 x251

Apparently, there is nothing that cannot happen today.  Mark Twain


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Re: Query/Menu from Vendor Form? - Resolved

[Craig Carter]

Search menu works fine but we need distinct or you get multiple copies
of the same items in the menu.  I don't believe there is any way to do a
distinct within a search menu.  I would love to see this added as a
checkbox feature to the search menu-probably need to submit an RFE.

 

Craig Carter

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Thursday, September 13, 2007 11:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: Query/Menu from Vendor Form? - Resolved

 

Did you try a search menu as opposed to a SQL menu on that vendor form?

 

Joe

 

-Original Message-

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG  ]On Behalf Of
Craig Carter

Sent: Thursday, September 13, 2007 12:56 PM

To: arslist@ARSLIST.ORG

Subject: Re: Query/Menu from Vendor Form? - Resolved

 

 

I knew we could use one of these "other" options but none of those are
elegant nor would they be instantaneous with updates to the external
table (since it's based on when the escalation runs).  I just wanted to
make sure I wasn't missing something obvious regarding vendor forms.

 

Thanks for the feedback,

Craig Carter, RSP

__20060125___This posting was submitted with HTML in
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Re: Ticket Reporting - Outside Normal Business Hours (U)

[Hennigan, Sandra H CTR OSD-CIO]

UNCLASSIFIED

"Another process that can be used is to set a hidden field using Business
Hours rules when the record is Resolved."
And going forward, I agree.

Problem is I have to provide a report for all after hours tickets since
April.

Sandra Hennigan

OSD Enterprise Remedy Administrator
Office # 703-602-2525 x251

Apparently, there is nothing that cannot happen today.  Mark Twain

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David
Sent: Thursday, September 13, 2007 2:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: Ticket Reporting - Outside Normal Business Hours (U)


In the past folks have presented some great searches that will find
records based on time criteria and the day piece of the date/time stamp is
ignored.

Another process that can be used is to set a hidden field using Business
Hours rules when the record is Resolved.  The process adds 0 seconds to
the current time.  If it is outside of the business hours the hidden field
will not be the same as the Resolved Date field.

Dave

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Hennigan, Sandra H CTR OSD-CIO
Sent: Thursday, September 13, 2007 1:56 PM
To: arslist@ARSLIST.ORG
Subject: Ticket Reporting - Outside Normal Business Hours (U)

UNCLASSIFIED

Our environment -
Windows server 2003
ARS 6.3 patch 21
SQL 2000
Help Desk 5.5
SLA 5.5

I need to build a report that will include tickets submitted and/or
resolved outside of normal business hours.

The "Business Tag" field is of no assistance because it is written to on
submit; tickets resolved after normal hours may have been submitted at any
time in the past. The "Assigned to Group+" field is of no assistance
because any of our techs may provide a service in or out side of normal
business hours.

Tickets will have been submitted and/or resolved after 1800 and before
0700 daily, Sunday thru Saturday.

I have Crystal Reports. Any assistance is appreciated. Thanks.

Sandra Hennigan

OSD Enterprise Remedy Administrator
Office # 703-602-2525 x251

Apparently, there is nothing that cannot happen today.  Mark Twain


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smime.p7s
Description: S/MIME cryptographic signature

Re: Push field sometimes happens and sometimes doesn't

[Heider, Stephen]

Dwayne,

I implemented a similar approach to Carey here.  One additional data
element that I track is a notification code.  This code is a small
character field that is populated by the Push to the child form.  

Each filter, active link or other ARS object that needs to send a
notification has a unique code.  This code appears on all html emails in
a tiny font at the bottom of the email.  If a user has a question as to
why they received a particular email, the code allows me to rapidly
track down what process (ie. ARS object) initiated the notification.  

For those few notifications where the code should not appear I include
it as hidden text within the html email.  If I need to see it I select
View Source in the email to see the html code.

HTH

Stephen
Remedy Skilled Professional

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Thursday, September 13, 2007 1:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: Push field sometimes happens and sometimes doesn't

Dwayne,

I actually prefer a slight variation on the "archive form" approach

IMHO, the root problem is that you want to keep a parent child
relationship in a diary field content.

I suggest that you let go of the v3 and v4 thinking and use a table
field to the child records.

Instead of having "AR System Email Messages" have "custom"
workflow/fields start with the creation of the child record and then
have the child record create a record in "AR System Email Messages". (
The more we can leave the BMC generated/maintained forms unchanged,
the better IMO. )


What this does is effectively what your after.
  There is no way that the person gets the email without a record in
the "child" form.
  The support agents have a table field showing the whole (or parts)
of the email that was queued to be sent.


You do not loose any kind of "delivery" or "error" messages that the
other ordered approach would have given you either.

You would need to use a Push action to do a "Notify" action, but that
should really not be an issue. And your "child" form could even do a
Notify action if you want it to. ( Well, if the templates your using
can be supported from data stored in the child form. However, the
child form would also allow you to publish [to Public] some fields
that are private [non-Public] on the parent form too.)


In short I think you already have the forms in place, I just think the
data flow is in the wrong direction between a few of the forms. :)

HTH.

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

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



On 9/13/07, Dwayne Martin <[EMAIL PROTECTED]> wrote:
> Doug,
>
> Thanks!  I can see some advantages of your approach over mine.  I'll
have to consider it.
>
> Dwayne
>
>  Original message 
> >Date: Thu, 13 Sep 2007 09:21:15 -0400
> >From: "Tanner, Doug" <[EMAIL PROTECTED]>
> >Subject: Re: Push field sometimes happens and sometimes doesn't
> >To: arslist@ARSLIST.ORG
> >
> >   **
> >
> >   Dwayne,
> >
> > An approach I like to take is
> >
> >
> >
> >   1>) Create a form for historical storage of email
> >   messages
> >
> > I do this by creating a form called "CMN:Email
> >   Correspondence"
> >
> > This form has a lot of the fields - To, From,
> >   Subject, Body, etc
> >
> > From AR System Email Messages
> >
> > In addition to other fields I use for workflow
> >
> >
> >
> > Basically On Submit (Or Modify - Your choice)
> >   ON AR Email Messages
> >
> > I push (Create) a Permanent record over in
> >   CMN:Email Correspondence
> >
> > Passing my GUID from the original "Entry" This
> >   way I can tie it together
> >
> >   Typically in a table field on the
> >   request.
> >
> >
> >
> >   Hit me off list if you want some more details
> >
> >
> >
> >   Doug
> >
>
> Dwayne Martin
> Computing Support
> James Madison University


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JOB:Charlotte Need

[Tanner, Doug]

Passing along for a friend please contact Monica Directly
[EMAIL PROTECTED] 919-357-2713.
Thanks, Doug Tanner
Strategic Technologies', Inc., a Consonous Company has a long term
Charlotte, NC Contract Assignment
Configuration Management
Need is immediate!
UNIX/Linux distributed systems management experience.

Network and Systems monitoring
Ideal candidates will have experience with the following:
PVCS Dimensions 
Rational ClearCase 
MS Visual SourceSafe 
StarTeam 
Candidates will be involved in the planning and execution of Information
Technology Configuration Management activities intended to bring the
customer's identified business services and supporting IT infrastructure
under formal configuration control. 

Tivoli Application Dependency Discovery Manager Tivoli Change and
Configuration Management Database Tivoli Business Service Management
Successful candidates must have *one* of the following backgrounds: IT
Configuration Management tools and processes Software Configuration
Management tools and processes Distributed Systems Management in
UNIX/Linux or Windows Network and Systems Monitoring tools 

Tools and technologies in use will include , but are not limited to the
following:

- IBM Tivoli Change and Configuration Management Database (CCMDB):
Discovers and federates IT information spread across the enterprise,
including details about servers, storage devices, networks, middleware,
applications and data.

- IBM Tivoli Application Dependency Discovery Manager:
Provides complete and detailed application maps of business applications
and its supporting infrastructure, including cross-tier dependencies,
run-time configuration values and complete change history.

- IBM Tivoli Netcool/OMNIbus:
Consolidated fault monitoring for real-time service management.

- IBM Tivoli Business Service Manager:
Enables you to build a service model that can be integrated with
Netcool/OMNIbus alerts and/or SQL data sources and provides a GUI
console that allows you to logically link services and business
requirements within the service model. The service model provides an
operator with a view of how, second by second, an enterprise is
performing at any given time.
A role-based, web-enabled, IT Service Management application providing 
Change management, Incident management and Problem Management that will
be integrated with the IBM Tivoli applications.
Strategic Technologies is a focused, high-energy organization looking
for talented and experienced individuals to join our growing team. In
addition to exciting technology and career growth opportunities, we
offer competitive wages and a quality benefits plan.
Please contact Monica Dolak at [EMAIL PROTECTED] for
consideration for this opportunity.  919-357-2713.
www.stratech.com 
 Consonus of Salt Lake City, Utah and Strategic Technologies, Inc. of
Cary, North Carolina have joined forces and become Consonus
Technologies, Inc. subsidiary companies. The merger unites Consonus, a
high-availability data center and IT managed service provider, with
Strategic Technologies, a data-center focused provider of managed
services and complex infrastructure solutions.
 Equal Opportunity/Affirmative Action Employer M/F/D/V
 


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.


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ADM:Charlotte Need

[Tanner, Doug]

Passing along for a friend please contact Monica Directly
[EMAIL PROTECTED]

Thanks, Doug Tanner

Strategic Technologies', Inc., a Consonous Company has a long term
Charlotte, NC Contract Assignment

Configuration Management

Need is immediate!

UNIX/Linux distributed systems management experience.

Network and Systems monitoring

Ideal candidates will have experience with the following:
PVCS Dimensions 
Rational ClearCase 
MS Visual SourceSafe 
StarTeam 

Candidates will be involved in the planning and execution of Information
Technology Configuration Management activities intended to bring the
customer's identified business services and supporting IT infrastructure
under formal configuration control. 

Tivoli Application Dependency Discovery Manager Tivoli Change and
Configuration Management Database Tivoli Business Service Management
Successful candidates must have *one* of the following backgrounds: IT
Configuration Management tools and processes Software Configuration
Management tools and processes Distributed Systems Management in
UNIX/Linux or Windows Network and Systems Monitoring tools 

Tools and technologies in use will include , but are not limited to the
following:

- IBM Tivoli Change and Configuration Management Database (CCMDB):
Discovers and federates IT information spread across the enterprise,
including details about servers, storage devices, networks, middleware,
applications and data.

- IBM Tivoli Application Dependency Discovery Manager:
Provides complete and detailed application maps of business applications
and its supporting infrastructure, including cross-tier dependencies,
run-time configuration values and complete change history.

- IBM Tivoli Netcool/OMNIbus:
Consolidated fault monitoring for real-time service management.

- IBM Tivoli Business Service Manager:
Enables you to build a service model that can be integrated with
Netcool/OMNIbus alerts and/or SQL data sources and provides a GUI
console that allows you to logically link services and business
requirements within the service model. The service model provides an
operator with a view of how, second by second, an enterprise is
performing at any given time.

A role-based, web-enabled, IT Service Management application providing 

Change management, Incident management and Problem Management that will
be integrated with the IBM Tivoli applications.



Strategic Technologies is a focused, high-energy organization looking
for talented and experienced individuals to join our growing team. In
addition to exciting technology and career growth opportunities, we
offer competitive wages and a quality benefits plan.

Please contact Monica Dolak at [EMAIL PROTECTED] for
consideration for this opportunity.  919-357-2713.

www.stratech.com   

 Consonus of Salt Lake City, Utah and Strategic Technologies, Inc. of
Cary, North Carolina have joined forces and become Consonus
Technologies, Inc. subsidiary companies. The merger unites Consonus, a
high-availability data center and IT managed service provider, with
Strategic Technologies, a data-center focused provider of managed
services and complex infrastructure solutions.

 Equal Opportunity/Affirmative Action Employer M/F/D/V

 

 


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.


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Re: Saved Searches

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

Are you using a preference server?

Thanks,


Gary Opela, Jr

Sr. Remedy Developer

Leader Communications, Inc.

405 736 3211


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Randy Simon
Sent: Thursday, September 13, 2007 12:47 PM
To: arslist@ARSLIST.ORG
Subject: Saved Searches

** 

When I go to Action/My Searches where can these searches be found?

I received a new PC and saved everything in my Home folder, but I can
not find them.

I did find a file that had them (user_saved.srh) but when I look in
Action/My Searches, I can not see any saved searches.

 

 

Randy Simon

Remedy Admin

Online Resources Corporation

4795 Meadow Wood Lane

Suite 300

Chantilly, VA 20251

www.orcc.com

Nasdaq: ORCC

 







STATEMENT OF CONFIDENTIALITY:

The information contained in this message or any attachments to this
message are intended only for the person(s) or entity to which it is
addressed and may contain confidential and/or privileged material as
well as being protected from disclosure. 
Any review, retransmission, dissemination or other use of, or taking of
any action in reliance upon, this information by persons or entities
other than the intended recipient is strictly prohibited. If you
received this in error, please contact us immediately and delete the
material from any computer. 

Thank You.  
__20060125___This posting was submitted with HTML in
it___

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Re: Saved Searches

[Joe D'Souza]

Simon,

Its _recent.srh that you want and not _saved.srh

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Randy Simon
  Sent: Thursday, September 13, 2007 1:47 PM
  To: arslist@ARSLIST.ORG
  Subject: Saved Searches


  **
  When I go to Action/My Searches where can these searches be found?

  I received a new PC and saved everything in my Home folder, but I can not
find them.

  I did find a file that had them (user_saved.srh) but when I look in
Action/My Searches, I can not see any saved searches.





  Randy Simon

  Remedy Admin

  Online Resources Corporation

  4795 Meadow Wood Lane

  Suite 300

  Chantilly, VA 20251

  www.orcc.com

  Nasdaq: ORCC

No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.5.487 / Virus Database: 269.13.16/1005 - Release Date: 9/13/2007
11:45 AM

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Re: Saved Searches

[Randy Simon]

No, not using it because the need is not there yet.
I assume these are saved locally on the workstation, I thought they were
in the Home folder.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr
OC-ALC/ITMA
Sent: Thursday, September 13, 2007 2:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: Saved Searches

Are you using a preference server?

Thanks,


Gary Opela, Jr

Sr. Remedy Developer

Leader Communications, Inc.

405 736 3211


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Randy Simon
Sent: Thursday, September 13, 2007 12:47 PM
To: arslist@ARSLIST.ORG
Subject: Saved Searches

** 

When I go to Action/My Searches where can these searches be found?

I received a new PC and saved everything in my Home folder, but I can
not find them.

I did find a file that had them (user_saved.srh) but when I look in
Action/My Searches, I can not see any saved searches.

 

 

Randy Simon

Remedy Admin

Online Resources Corporation

4795 Meadow Wood Lane

Suite 300

Chantilly, VA 20251

www.orcc.com

Nasdaq: ORCC

 







STATEMENT OF CONFIDENTIALITY:

The information contained in this message or any attachments to this
message are intended only for the person(s) or entity to which it is
addressed and may contain confidential and/or privileged material as
well as being protected from disclosure. 
Any review, retransmission, dissemination or other use of, or taking of
any action in reliance upon, this information by persons or entities
other than the intended recipient is strictly prohibited. If you
received this in error, please contact us immediately and delete the
material from any computer. 

Thank You.  
__20060125___This posting was submitted with HTML in
it___


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STATEMENT OF CONFIDENTIALITY:

The information contained in this message or any attachments to this message 
are intended only for the person(s) or entity to which it is addressed and may 
contain confidential and/or privileged material as well as being protected from 
disclosure. 
Any review, retransmission, dissemination or other use of, or taking of any 
action in reliance upon, this information by persons or entities other than the 
intended recipient is strictly prohibited. If you received this in error, 
please contact us immediately and delete the material from any computer. 

Thank You.


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Re: Saved Searches

[Wes Nichols]

You might want to make sure that the home directory set in preferences
is where these files are found.  Some of the newer installs create the
home directory under "Documents and Settings"  unless you override it.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Randy Simon
Sent: Thursday, September 13, 2007 12:47 PM
To: arslist@ARSLIST.ORG
Subject: Saved Searches


** 

When I go to Action/My Searches where can these searches be found?

I received a new PC and saved everything in my Home folder, but I can
not find them.

I did find a file that had them (user_saved.srh) but when I look in
Action/My Searches, I can not see any saved searches.

 

 

Randy Simon

Remedy Admin

Online Resources Corporation

4795 Meadow Wood Lane

Suite 300

Chantilly, VA 20251

www.orcc.com

Nasdaq: ORCC

 







STATEMENT OF CONFIDENTIALITY:

The information contained in this message or any attachments to this
message are intended only for the person(s) or entity to which it is
addressed and may contain confidential and/or privileged material as
well as being protected from disclosure. 
Any review, retransmission, dissemination or other use of, or taking of
any action in reliance upon, this information by persons or entities
other than the intended recipient is strictly prohibited. If you
received this in error, please contact us immediately and delete the
material from any computer. 

Thank You.  
__20060125___This posting was submitted with HTML in
it___



-
**
This email and any files transmitted with it are confidential and
intended solely for the individual or entity to whom they are
addressed. If you have received this email in error destroy it
immediately.
**
Wal-Mart Confidential
**


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Re: Query/Menu from Vendor Form? - Resolved

[Joe D'Souza]

Are you absolutely sure?

I am almost willing to bet it does a distinct search on a search menu too
and does not return duplicates in the menu items..

Take for e.g. the CTI menus in the ITSM apps.. you never get duplicate C's
or T's..

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Craig Carter
  Sent: Thursday, September 13, 2007 2:04 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: Query/Menu from Vendor Form? - Resolved


  **
  Search menu works fine but we need distinct or you get multiple copies of
the same items in the menu.  I don’t believe there is any way to do a
distinct within a search menu.  I would love to see this added as a checkbox
feature to the search menu—probably need to submit an RFE.



  Craig Carter





--

  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
  Sent: Thursday, September 13, 2007 11:27 AM
  To: arslist@ARSLIST.ORG
  Subject: Re: Query/Menu from Vendor Form? - Resolved



  Did you try a search menu as opposed to a SQL menu on that vendor form?



  Joe



  -Original Message-

  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Craig Carter

  Sent: Thursday, September 13, 2007 12:56 PM

  To: arslist@ARSLIST.ORG

  Subject: Re: Query/Menu from Vendor Form? - Resolved





  I knew we could use one of these "other" options but none of those are
elegant nor would they be instantaneous with updates to the external table
(since it's based on when the escalation runs).  I just wanted to make sure
I wasn't missing something obvious regarding vendor forms.



  Thanks for the feedback,

  Craig Carter, RSP

No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.5.487 / Virus Database: 269.13.16/1005 - Release Date: 9/13/2007
11:45 AM


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Re: Ticket Reporting - Outside Normal Business Hours (U)

[Ben Cantatore]

Not sure if I got this right, but if all you want to show is if a ticket 
was submitted or resolved off hours in a report, I'd create the following 
formula in crystal:

two formulas, one for submit, one for resolved something like:

//adjust the time portion below for whatever timezone you're in
booleanvar weekend;
stringvar results;

//Resolved date is translated to a datetime format  in HPD_Resolved Date 
formula
if dayofweek([EMAIL PROTECTED] Date}) > 1 or dayofweek([EMAIL PROTECTED] Date}) 
< 7 then 
weekend := false
else 
true;

if time([EMAIL PROTECTED] Date}) in time("7:00 am") to time("6:00 pm") and 
weekend = false then 
results := "Business"
else
  results := "Off Hours";

results;




Ben Cantatore
Remedy Administrator
Avon
(914) 935-2946



"Hennigan, Sandra H CTR OSD-CIO" <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)" 

09/13/2007 01:56 PM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Ticket Reporting - Outside Normal Business Hours  (U)






UNCLASSIFIED

Our environment -
Windows server 2003
ARS 6.3 patch 21
SQL 2000
Help Desk 5.5
SLA 5.5

I need to build a report that will include tickets submitted and/or
resolved outside of normal business hours.

The "Business Tag" field is of no assistance because it is written to on
submit; tickets resolved after normal hours may have been submitted at any
time in the past.
The "Assigned to Group+" field is of no assistance because any of our
techs may provide a service in or out side of normal business hours.

Tickets will have been submitted and/or resolved after 1800 and before
0700 daily, Sunday thru Saturday.

I have Crystal Reports. Any assistance is appreciated. Thanks.

Sandra Hennigan

OSD Enterprise Remedy Administrator
Office # 703-602-2525 x251

Apparently, there is nothing that cannot happen today.  Mark Twain

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Answers Are"

Re: Ticket Reporting - Outside Normal Business Hours (U)

[Hennigan, Sandra H CTR OSD-CIO]

UNCLASSIFIED

I'll give it a try - thanks.

Sandra Hennigan

OSD Enterprise Remedy Administrator
Office # 703-602-2525 x251

Apparently, there is nothing that cannot happen today.  Mark Twain

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ben Cantatore
Sent: Thursday, September 13, 2007 3:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: Ticket Reporting - Outside Normal Business Hours (U)


**
Not sure if I got this right, but if all you want to show is if a ticket
was submitted or resolved off hours in a report, I'd create the following
formula in crystal:

two formulas, one for submit, one for resolved something like:

//adjust the time portion below for whatever timezone you're in
booleanvar weekend;
stringvar results;

//Resolved date is translated to a datetime format  in HPD_Resolved Date
formula
if dayofweek([EMAIL PROTECTED] Date}) > 1 or dayofweek([EMAIL PROTECTED] Date})
< 7 then
weekend := false
else
true;

if time([EMAIL PROTECTED] Date}) in time("7:00 am") to time("6:00 pm") and
weekend = false then
results := "Business"
else
  results := "Off Hours";

results;




Ben Cantatore
Remedy Administrator
Avon
(914) 935-2946



"Hennigan, Sandra H CTR OSD-CIO" <[EMAIL PROTECTED]>
Sent by: "Action Request System discussion list(ARSList)"


09/13/2007 01:56 PM
Please respond to
arslist@ARSLIST.ORG

To
arslist@ARSLIST.ORG
cc
Subject
Ticket Reporting - Outside Normal Business Hours  (U)






UNCLASSIFIED

Our environment -
Windows server 2003
ARS 6.3 patch 21
SQL 2000
Help Desk 5.5
SLA 5.5

I need to build a report that will include tickets submitted and/or
resolved outside of normal business hours.

The "Business Tag" field is of no assistance because it is written to on
submit; tickets resolved after normal hours may have been submitted at any
time in the past. The "Assigned to Group+" field is of no assistance
because any of our techs may provide a service in or out side of normal
business hours.

Tickets will have been submitted and/or resolved after 1800 and before
0700 daily, Sunday thru Saturday.

I have Crystal Reports. Any assistance is appreciated. Thanks.

Sandra Hennigan

OSD Enterprise Remedy Administrator
Office # 703-602-2525 x251

Apparently, there is nothing that cannot happen today.  Mark Twain

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smime.p7s
Description: S/MIME cryptographic signature

St-Pierre Patrick I625ST/Levis/GVDL est absent(e).

[Patrick St-Pierre]

Je serai absent(e) à partir du  2007-09-13 de retour le 2007-09-17.



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ARMAILD

[Frank Caruso]

I know I know  why are we still using armaild. Believe me it is not my
choice.

However, does someone have documentation on the process?  I am not having
any luck finding anything.

Thank you.

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Error log from install- successful install with a lot of failures ok?

[Moore, Chris]

Hey everyone- 

 

Today we installed Incident on a 7.1 server, OS RHEL 5 and DB Oracle
10g.  The application successfully installed according to the script,
but in the text of the error log we saw a lot of things like the
following.  Is this something to be concerned about?  I logged in and
things appear to be ok, but it is a totally un-configured system with no
data at all, so I can't test workflow.

 

In a nutshell, there's a lot of red "Failed"s.  The entire log is too
long to send to the list, but here's an example.

 

Thanks!

Chris Moore


Results from loading application tms Thu Sep 13 10:03:43 2007 


Component tms


1.
/opt/remedy/dev001/incident/ar/tms/workflow/en/./tms_deplapp.def: Failed

2.
/opt/remedy/dev001/incident/ar/tms/workflow/en/./SHRSHR_menu.def:
Success 
3.  /opt/remedy/dev001/incident/ar/tms/workflow/en/./TMS_menu.def:
Failed 
4.
/opt/remedy/dev001/incident/ar/tms/workflow/en/./INTEG_SHRSHR_APR%Altern
ate2.def: Failed 
5.
/opt/remedy/dev001/incident/ar/tms/workflow/en/./INTEG_SHRSHR_AST%Purcha
seLineItem2.def: Failed 

..


Component Summary tms 


Successful def files: 3
Failed def files: 60
Skipped status def files : 0
Successful cfg data files: 22
Failed cfg data files: 12
Skipped status cfg data files : 0
Successful sample data files: 0
Failed sample data files: 0
Skipped status sample data files : 0
Worst definition file import rc: 2
Worst config data import rc: 1025
Worst sample data import rc: 0
Worst rc for the component: 1025


Application Summary


Successful def files: 3
Failed def files: 60
Skipped status def files : 0
Successful cfg data files: 22
Failed cfg data files: 12
Skipped status cfg data files : 0
Successful sample data files: 0
Failed sample data files: 0
Skipped status sample data files : 0
Worst definition file import rc: 2
Worst config data import rc: 1025
Worst sample data import rc: 0


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Reporting - Parent/Child Records in AR System reports

[Durrant, Michael M. - ITSD]

Is it possible to report on Parent/Child related forms using AR System
reports or do I have to build it in Crystal/BO ?
 
Thanks!
 
Michael

The information contained in this email may be privileged, confidential or 
otherwise protected from disclosure.  All persons are advised that they may 
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unauthorized individuals.  If you received this email in error, please reply to 
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Re: Error log from install- successful install with a lot of failures ok?

[Drew Shuller]

Chris, the same errors will show up in the .html file that is generated, 
somewhere in your install directory. The installation needs to be run 
again if it fails at any point...just so you know.


There should be another install/error log also, which will give you more 
details. Any "uniqe index" violations can be ignored but you'll need to 
run everything else to ground.


Drew


On Thu, 13 Sep 2007, Moore, Chris wrote:


Hey everyone-



Today we installed Incident on a 7.1 server, OS RHEL 5 and DB Oracle
10g.  The application successfully installed according to the script,
but in the text of the error log we saw a lot of things like the
following.  Is this something to be concerned about?  I logged in and
things appear to be ok, but it is a totally un-configured system with no
data at all, so I can't test workflow.



In a nutshell, there's a lot of red "Failed"s.  The entire log is too
long to send to the list, but here's an example.



Thanks!

Chris Moore


Results from loading application tms Thu Sep 13 10:03:43 2007


Component tms


1.
/opt/remedy/dev001/incident/ar/tms/workflow/en/./tms_deplapp.def: Failed

2.
/opt/remedy/dev001/incident/ar/tms/workflow/en/./SHRSHR_menu.def:
Success
3.  /opt/remedy/dev001/incident/ar/tms/workflow/en/./TMS_menu.def:
Failed
4.
/opt/remedy/dev001/incident/ar/tms/workflow/en/./INTEG_SHRSHR_APR%Altern
ate2.def: Failed
5.
/opt/remedy/dev001/incident/ar/tms/workflow/en/./INTEG_SHRSHR_AST%Purcha
seLineItem2.def: Failed

..


Component Summary tms


Successful def files: 3
Failed def files: 60
Skipped status def files : 0
Successful cfg data files: 22
Failed cfg data files: 12
Skipped status cfg data files : 0
Successful sample data files: 0
Failed sample data files: 0
Skipped status sample data files : 0
Worst definition file import rc: 2
Worst config data import rc: 1025
Worst sample data import rc: 0
Worst rc for the component: 1025


Application Summary


Successful def files: 3
Failed def files: 60
Skipped status def files : 0
Successful cfg data files: 22
Failed cfg data files: 12
Skipped status cfg data files : 0
Successful sample data files: 0
Failed sample data files: 0
Skipped status sample data files : 0
Worst definition file import rc: 2
Worst config data import rc: 1025
Worst sample data import rc: 0


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Re: Error log from install- successful install with a lot of failures ok?

[Joe D'Souza]

Since you are saying its a fresh install, I would roll back and install the
application again?

If that is not a possibility you can manually try importing the def files. I
would FTP the files from the path you see on your logs to a local windows
machine with the Admin tool installed, and import these def files.

Problem with that though is if there were failed .arx files that had to be
imported into the forms, you will have to do that manually too.

So basically if its a fresh install I would scratch it off and reinstall..
After installing the AR Server though, put the server in a 'Development
Cache Mode'. This may eliminate any timeouts caused during the install, thus
minimizing such errors.

Also make sure you have sufficient data and temp space in your database for
the ARSYSTEM database.

Cheers

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Moore, Chris
  Sent: Thursday, September 13, 2007 4:16 PM
  To: arslist@ARSLIST.ORG
  Subject: Error log from install- successful install with a lot of failures
ok?


  **
  Hey everyone-



  Today we installed Incident on a 7.1 server, OS RHEL 5 and DB Oracle 10g.
The application successfully installed according to the script, but in the
text of the error log we saw a lot of things like the following.  Is this
something to be concerned about?  I logged in and things appear to be ok,
but it is a totally un-configured system with no data at all, so I can’t
test workflow.



  In a nutshell, there’s a lot of red “Failed”s.  The entire log is too long
to send to the list, but here’s an example.



  Thanks!

  Chris Moore

  Results from loading application tms Thu Sep 13 10:03:43 2007
  Component tms
1.. /opt/remedy/dev001/incident/ar/tms/workflow/en/./tms_deplapp.def:
Failed
2.. /opt/remedy/dev001/incident/ar/tms/workflow/en/./SHRSHR_menu.def:
Success
3.. /opt/remedy/dev001/incident/ar/tms/workflow/en/./TMS_menu.def:
Failed
4..
/opt/remedy/dev001/incident/ar/tms/workflow/en/./INTEG_SHRSHR_APR%Alternate2
.def: Failed
5..
/opt/remedy/dev001/incident/ar/tms/workflow/en/./INTEG_SHRSHR_AST%PurchaseLi
neItem2.def: Failed
  ..

  Component Summary tms
  Successful def files: 3
  Failed def files: 60
  Skipped status def files : 0
  Successful cfg data files: 22
  Failed cfg data files: 12
  Skipped status cfg data files : 0
  Successful sample data files: 0
  Failed sample data files: 0
  Skipped status sample data files : 0
  Worst definition file import rc: 2
  Worst config data import rc: 1025
  Worst sample data import rc: 0
  Worst rc for the component: 1025

  Application Summary
  Successful def files: 3
  Failed def files: 60
  Skipped status def files : 0
  Successful cfg data files: 22
  Failed cfg data files: 12
  Skipped status cfg data files : 0
  Successful sample data files: 0
  Failed sample data files: 0
  Skipped status sample data files : 0
  Worst definition file import rc: 2
  Worst config data import rc: 1025
  Worst sample data import rc: 0

No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.5.487 / Virus Database: 269.13.16/1005 - Release Date: 9/13/2007
11:45 AM


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Re: Reporting - Parent/Child Records in AR System reports

[Drew Shuller]

Michael, maybe you could build a join form in Remedy and use the ad hoc 
reporting tool on that.

Drew

On Thu, 13 Sep 2007, Durrant, Michael M. - 
ITSD wrote:



Is it possible to report on Parent/Child related forms using AR System
reports or do I have to build it in Crystal/BO ?

Thanks!

Michael

The information contained in this email may be privileged, confidential or 
otherwise protected from disclosure.  All persons are advised that they may 
face penalties under state and federal law for sharing this information with 
unauthorized individuals.  If you received this email in error, please reply to 
the sender that you have received this information in error.  Also, please 
delete this email after replying to the sender.

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Re: Error log from install- successful install with a lot of failures ok?

[Moore, Chris]

Thanks Joe and Drew for the responses! 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Thursday, September 13, 2007 4:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: Error log from install- successful install with a lot of
failures ok?

 

Since you are saying its a fresh install, I would roll back and install
the application again?

 

If that is not a possibility you can manually try importing the def
files. I would FTP the files from the path you see on your logs to a
local windows machine with the Admin tool installed, and import these
def files.

 

Problem with that though is if there were failed .arx files that had to
be imported into the forms, you will have to do that manually too.

 

So basically if its a fresh install I would scratch it off and
reinstall.. After installing the AR Server though, put the server in a
'Development Cache Mode'. This may eliminate any timeouts caused during
the install, thus minimizing such errors.

 

Also make sure you have sufficient data and temp space in your database
for the ARSYSTEM database.

 

Cheers

 

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Moore, Chris
Sent: Thursday, September 13, 2007 4:16 PM
To: arslist@ARSLIST.ORG
Subject: Error log from install- successful install with a lot
of failures ok?

** 

Hey everyone- 

 

Today we installed Incident on a 7.1 server, OS RHEL 5 and DB
Oracle 10g.  The application successfully installed according to the
script, but in the text of the error log we saw a lot of things like the
following.  Is this something to be concerned about?  I logged in and
things appear to be ok, but it is a totally un-configured system with no
data at all, so I can't test workflow.

 

In a nutshell, there's a lot of red "Failed"s.  The entire log
is too long to send to the list, but here's an example.

 

Thanks!

Chris Moore


Results from loading application tms Thu Sep 13 10:03:43 2007 


Component tms


1.
/opt/remedy/dev001/incident/ar/tms/workflow/en/./tms_deplapp.def: Failed

2.
/opt/remedy/dev001/incident/ar/tms/workflow/en/./SHRSHR_menu.def:
Success 
3.
/opt/remedy/dev001/incident/ar/tms/workflow/en/./TMS_menu.def: Failed 
4.
/opt/remedy/dev001/incident/ar/tms/workflow/en/./INTEG_SHRSHR_APR%Altern
ate2.def: Failed 
5.
/opt/remedy/dev001/incident/ar/tms/workflow/en/./INTEG_SHRSHR_AST%Purcha
seLineItem2.def: Failed 

..


Component Summary tms 


Successful def files: 3
Failed def files: 60
Skipped status def files : 0
Successful cfg data files: 22
Failed cfg data files: 12
Skipped status cfg data files : 0
Successful sample data files: 0
Failed sample data files: 0
Skipped status sample data files : 0
Worst definition file import rc: 2
Worst config data import rc: 1025
Worst sample data import rc: 0
Worst rc for the component: 1025


Application Summary


Successful def files: 3
Failed def files: 60
Skipped status def files : 0
Successful cfg data files: 22
Failed cfg data files: 12
Skipped status cfg data files : 0
Successful sample data files: 0
Failed sample data files: 0
Skipped status sample data files : 0
Worst definition file import rc: 2
Worst config data import rc: 1025
Worst sample data import rc: 0

__20060125___This posting was submitted with HTML in
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Re: Error log from install- successful install with a lot of failures ok?

[Joe D'Souza]

You are welcome..

And another thing I always tell everyone.. Take backups of the database at
every point.. If you are installing more than 1 ITSM app along with other
components such as E-mail engine or the EIE or what not.. Do not forget to
backup at every point.

This will allow you to rollback on failure to the last known good snapshot
of the AR System database..

Cheers

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Moore, Chris
  Sent: Thursday, September 13, 2007 4:33 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: Error log from install- successful install with a lot of
failures ok?


  **
  Thanks Joe and Drew for the responses!





--

  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
  Sent: Thursday, September 13, 2007 4:30 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: Error log from install- successful install with a lot of
failures ok?



  Since you are saying its a fresh install, I would roll back and install
the application again?



  If that is not a possibility you can manually try importing the def files.
I would FTP the files from the path you see on your logs to a local windows
machine with the Admin tool installed, and import these def files.



  Problem with that though is if there were failed .arx files that had to be
imported into the forms, you will have to do that manually too.



  So basically if its a fresh install I would scratch it off and reinstall..
After installing the AR Server though, put the server in a 'Development
Cache Mode'. This may eliminate any timeouts caused during the install, thus
minimizing such errors.



  Also make sure you have sufficient data and temp space in your database
for the ARSYSTEM database.



  Cheers



  Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Moore, Chris
Sent: Thursday, September 13, 2007 4:16 PM
To: arslist@ARSLIST.ORG
Subject: Error log from install- successful install with a lot of
failures ok?

**

Hey everyone-



Today we installed Incident on a 7.1 server, OS RHEL 5 and DB Oracle
10g.  The application successfully installed according to the script, but in
the text of the error log we saw a lot of things like the following.  Is
this something to be concerned about?  I logged in and things appear to be
ok, but it is a totally un-configured system with no data at all, so I can’t
test workflow.



In a nutshell, there’s a lot of red “Failed”s.  The entire log is too
long to send to the list, but here’s an example.



Thanks!

Chris Moore

Results from loading application tms Thu Sep 13 10:03:43 2007
Component tms
  1.. /opt/remedy/dev001/incident/ar/tms/workflow/en/./tms_deplapp.def:
Failed
  2.. /opt/remedy/dev001/incident/ar/tms/workflow/en/./SHRSHR_menu.def:
Success
  3.. /opt/remedy/dev001/incident/ar/tms/workflow/en/./TMS_menu.def:
Failed
  4..
/opt/remedy/dev001/incident/ar/tms/workflow/en/./INTEG_SHRSHR_APR%Alternate2
.def: Failed
  5..
/opt/remedy/dev001/incident/ar/tms/workflow/en/./INTEG_SHRSHR_AST%PurchaseLi
neItem2.def: Failed
..

Component Summary tms
Successful def files: 3
Failed def files: 60
Skipped status def files : 0
Successful cfg data files: 22
Failed cfg data files: 12
Skipped status cfg data files : 0
Successful sample data files: 0
Failed sample data files: 0
Skipped status sample data files : 0
Worst definition file import rc: 2
Worst config data import rc: 1025
Worst sample data import rc: 0
Worst rc for the component: 1025

Application Summary
Successful def files: 3
Failed def files: 60
Skipped status def files : 0
Successful cfg data files: 22
Failed cfg data files: 12
Skipped status cfg data files : 0
Successful sample data files: 0
Failed sample data files: 0
Skipped status sample data files : 0
Worst definition file import rc: 2
Worst config data import rc: 1025
Worst sample data import rc: 0

No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.5.487 / Virus Database: 269.13.16/1005 - Release Date: 9/13/2007
11:45 AM


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Automating reports

[Howard Richter]

Has anyone seen a product or know of a way to automate reports from Remedy
(we are using ServiceDesk 7).



I would even look at creating an escalation, but trying to use out of box.



Thanks to all,

-- 
Howard Richter

Remedy ServiceDesk Manager
CedarCrestone Managed Services Center
[EMAIL PROTECTED]

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Webservice to return SOAP error msg

[Den Fong]

I have a WS that allows another system to update a ticket via SAP XI.  However 
when a specific filter fires it causes a message at the HTTP level to be sent 
back which can't be trapped and processed.  Is there a way I can send back the 
filter message somehow as a SOAP message instead?
 
ARS 7.01 p4
Midtier 7.01 p4
 
TIA
 
 
 
 
Den Fong
Husky Energy Inc.
707-8th Avenue SW
Calgary, Alberta CANADA
T2P 3G7 
Phone : 1-403-298-7244
Fax :  1-403-298-6476


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Re: Automating reports

[Joe D'Souza]

There is a Crystal product that can do this for you. I think it is called
Crystal Decisions. This can be used to create automated reports in almost
any form - even an E-mail. Or you could auto schedule your report to a
printer. You have various options and I don't recall all of them.

Maybe this product has a different name now that BO has bought over CR a few
years ago. It would be worth checking your options both with BO and CR.

Cheers

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Howard Richter
  Sent: Thursday, September 13, 2007 5:14 PM
  To: arslist@ARSLIST.ORG
  Subject: Automating reports


  **
  Has anyone seen a product or know of a way to automate reports from Remedy
(we are using ServiceDesk 7).



  I would even look at creating an escalation, but trying to use out of box.



  Thanks to all,

  --
  Howard Richter

  Remedy ServiceDesk Manager
  CedarCrestone Managed Services Center
  [EMAIL PROTECTED]

No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.5.487 / Virus Database: 269.13.16/1005 - Release Date: 9/13/2007
11:45 AM

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Re: Webservice to return SOAP error msg

[Grooms, Frederick W]

All Remedy errors are returned in the industry standard SOAP-Fault
structure.  Is the SAP XI system set up to understand SOAP Faults?
 
You can view the error from the Remedy side by looking in your Mid-Tier
logs
 
Fred



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Den Fong
Sent: Thursday, September 13, 2007 4:17 PM
To: arslist@ARSLIST.ORG
Subject: Webservice to return SOAP error msg


I have a WS that allows another system to update a ticket via SAP XI.
However when a specific filter fires it causes a message at the HTTP
level to be sent back which can't be trapped and processed.  Is there a
way I can send back the filter message somehow as a SOAP message
instead?
 
ARS 7.01 p4
Midtier 7.01 p4
 
TIA
 
 
Den Fong
Husky Energy Inc.
707-8th Avenue SW
Calgary, Alberta CANADA
T2P 3G7 
Phone : 1-403-298-7244
Fax :  1-403-298-6476



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Re: Webservice to return SOAP error msg

[Joe D'Souza]

I don't see how you could do that. The only way to exchange data, is
creating input and output mapping.. Output mappings can be mapped to only
ARS fields.

Unless you modify your workflow, to write the message from that filter to a
field, instead of a message, there is no way you can use the message as the
output through a field. At least I don't see how you can do it otherwise.
Your only option seems to be a Set Field action on that filter to write that
message to a field, and use that as an output.

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Den Fong
  Sent: Thursday, September 13, 2007 5:17 PM
  To: arslist@ARSLIST.ORG
  Subject: Webservice to return SOAP error msg


  **
  I have a WS that allows another system to update a ticket via SAP XI.
However when a specific filter fires it causes a message at the HTTP level
to be sent back which can't be trapped and processed.  Is there a way I can
send back the filter message somehow as a SOAP message instead?

  ARS 7.01 p4
  Midtier 7.01 p4

  TIA




  Den Fong
  Husky Energy Inc.
  707-8th Avenue SW
  Calgary, Alberta CANADA
  T2P 3G7
  Phone : 1-403-298-7244
  Fax :  1-403-298-6476
No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.5.487 / Virus Database: 269.13.16/1005 - Release Date: 9/13/2007
11:45 AM

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Re: Webservice to return SOAP error msg

[Matt Willis]

Hi Den,

Are you saying that the filter has a "Message" action, and the message can't be 
trapped? You can try creating a 'Return Message' field on the form, and instead 
of (or in addition to) displaying a message, you can put the text you want to 
return in that field using a set fields action. Then, add an "output mapping" 
to your web service for the new field you created.

Regards,
Matt Willis


 Den Fong <[EMAIL PROTECTED]> wrote: 

=
I have a WS that allows another system to update a ticket via SAP XI.  However 
when a specific filter fires it causes a message at the HTTP level to be sent 
back which can't be trapped and processed.  Is there a way I can send back the 
filter message somehow as a SOAP message instead?
 
ARS 7.01 p4
Midtier 7.01 p4
 
TIA
 
 
 
 
Den Fong
Husky Energy Inc.
707-8th Avenue SW
Calgary, Alberta CANADA
T2P 3G7 
Phone : 1-403-298-7244
Fax :  1-403-298-6476


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Configuring SLM Business Time Calendar\Holidays

[Emad Zaky]

Hi All,

Can anyone tell me how to set-up Business time calendars\Holidays?

Regards,
Emad

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Re: Webservice to return SOAP error msg

[Den Fong]

That might work, however I was trying to stop the field from changing 
 
'field' != 'DB.field'
 
I would need to store the original value somewhere first, just in case.
 
Den
 
'

>>> Matt Willis <[EMAIL PROTECTED]> 9/13/2007 3:30 PM >>>
Hi Den,

Are you saying that the filter has a "Message" action, and the message can't be 
trapped? You can try creating a 'Return Message' field on the form, and instead 
of (or in addition to) displaying a message, you can put the text you want to 
return in that field using a set fields action. Then, add an "output mapping" 
to your web service for the new field you created.

Regards,
Matt Willis


 Den Fong <[EMAIL PROTECTED]> wrote: 

=
I have a WS that allows another system to update a ticket via SAP XI.  However 
when a specific filter fires it causes a message at the HTTP level to be sent 
back which can't be trapped and processed.  Is there a way I can send back the 
filter message somehow as a SOAP message instead?

ARS 7.01 p4
Midtier 7.01 p4

TIA




Den Fong
Husky Energy Inc.
707-8th Avenue SW
Calgary, Alberta CANADA
T2P 3G7 
Phone : 1-403-298-7244
Fax :  1-403-298-6476


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Re: Webservice to return SOAP error msg

[Joe D'Souza]

How about creating a transactional form to do that, and if you have to reset
it to the original value, first copy the value to that transactional form,
if the error condition occurs, after throwing the error in that output
message field, copy the value set on that transactional form back into the
original form.

You may have to make use of an instance ID to begin that transaction so as
to identify which transaction you need your value rolled back from in case
of that error condition.

Delete that entry in that transactional form after the end of the whole
transaction.

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Den Fong
  Sent: Thursday, September 13, 2007 5:51 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: Webservice to return SOAP error msg


  **
  That might work, however I was trying to stop the field from changing

  'field' != 'DB.field'

  I would need to store the original value somewhere first, just in case.

  Den

  '

  >>> Matt Willis <[EMAIL PROTECTED]> 9/13/2007 3:30 PM >>>
  Hi Den,

  Are you saying that the filter has a "Message" action, and the message
can't be trapped? You can try creating a 'Return Message' field on the form,
and instead of (or in addition to) displaying a message, you can put the
text you want to return in that field using a set fields action. Then, add
an "output mapping" to your web service for the new field you created.

  Regards,
  Matt Willis


   Den Fong <[EMAIL PROTECTED]> wrote:

  =
  I have a WS that allows another system to update a ticket via SAP XI.
However when a specific filter fires it causes a message at the HTTP level
to be sent back which can't be trapped and processed.  Is there a way I can
send back the filter message somehow as a SOAP message instead?

  ARS 7.01 p4
  Midtier 7.01 p4

  TIA




  Den Fong
  Husky Energy Inc.
  707-8th Avenue SW
  Calgary, Alberta CANADA
  T2P 3G7
  Phone : 1-403-298-7244
  Fax :  1-403-298-6476
No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.5.487 / Virus Database: 269.13.16/1005 - Release Date: 9/13/2007
11:45 AM

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Answers Are"

Email Template Creation

[Jase Brandon]

Hello All,
ArServer 7.0
HelpDesk 6.3
 
I created an email template, but when I create a filter with a notify
action, in the templates tab, I don't see any templates listed for
selection.
I have been reading the email engine manual and it appears I should see
templates listed on that tab when creating a filter.
Desired end result is to create a filter that will notify requester on
resolve of a case. Requirement is for the filter to use an email
template with our IT logo included in the notification, probably using
html. I created the template as mentioned above, just can't figure out
why the template isn't showing up in the "templates" tab on the notify
action of the filter.
Wanted to run it by you guys before I spent any more time researching.
 
Thanks in Advance,
 

Jase


DaVita Inc.

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Re: Email Template Creation

[Susan Palmer]

Jase,

There is a nice instruction sheet on the bmcdn called Elegant Email Messages
(Document 53 under Cool Tech Tips under Tips and Techniques).  I was going
to email it to you but bmcdn is not accessible right now.  That happens alot
... wonder what they are doing with it!

It talks about creating a banner specifically.  Now I did it this week and
it didn't actually appear on my test emails.  I wonder if it has something
to do with what kind of email system sends out the email.  Our server sends
out smtp emails, maybe that is a limitation.  We use outlook 2003 for
incoming and I know I can open html email.  So if anyone knows more about
that I'd appreciate the info.

I was excited about doing some really nice looking emails so I want to
master this too.

Good luck,
Susan

ARS v7.0.1P2
Oracle 10g
Server Windows 2003
Email v7.x



On 9/13/07, Jase Brandon <[EMAIL PROTECTED]> wrote:
>
> ** Hello All,
> ArServer 7.0
> HelpDesk 6.3
>
> I created an email template, but when I create a filter with a notify
> action, in the templates tab, I don't see any templates listed for
> selection.
> I have been reading the email engine manual and it appears I should see
> templates listed on that tab when creating a filter.
> Desired end result is to create a filter that will notify requester on
> resolve of a case. Requirement is for the filter to use an email template
> with our IT logo included in the notification, probably using html. I
> created the template as mentioned above, just can't figure out why the
> template isn't showing up in the "templates" tab on the notify action of the
> filter.
> Wanted to run it by you guys before I spent any more time researching.
>
> Thanks in Advance,
>
>
> *Jase*
> DaVita Inc.
> __20060125___This posting was submitted with HTML in
> it___

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Re: Email Template Creation

[Shellman, David]

Jase,

I reread your email after reading Susan's response.

You saved your template in the ar system email templates form.  There isn't any 
menu associated with the fields on the template tab.  What I do is simply copy 
the name from the ar system email templates form and paste it into the temlates 
fields on the tab.  The names have to match exactly.

Dave
--
[EMAIL PROTECTED] (Wireless)

- Original Message -
From: Action Request System discussion list(ARSList) 
To: arslist@ARSLIST.ORG 
Sent: Thu Sep 13 21:18:53 2007
Subject: Re: Email Template Creation

** 
Jase,
 
There is a nice instruction sheet on the bmcdn called Elegant Email Messages 
(Document 53 under Cool Tech Tips under Tips and Techniques).  I was going to 
email it to you but bmcdn is not accessible right now.  That happens alot ... 
wonder what they are doing with it! 
 
It talks about creating a banner specifically.  Now I did it this week and it 
didn't actually appear on my test emails.  I wonder if it has something to do 
with what kind of email system sends out the email.  Our server sends out smtp 
emails, maybe that is a limitation.  We use outlook 2003 for incoming and I 
know I can open html email.  So if anyone knows more about that I'd appreciate 
the info. 
 
I was excited about doing some really nice looking emails so I want to master 
this too.
 
Good luck,
Susan
 
ARS v7.0.1P2
Oracle 10g
Server Windows 2003
Email v7.x


 
On 9/13/07, Jase Brandon <[EMAIL PROTECTED]> wrote: 

** 
Hello All,
ArServer 7.0
HelpDesk 6.3
 
I created an email template, but when I create a filter with a notify 
action, in the templates tab, I don't see any templates listed for selection.
I have been reading the email engine manual and it appears I should see 
templates listed on that tab when creating a filter.
Desired end result is to create a filter that will notify requester on 
resolve of a case. Requirement is for the filter to use an email template with 
our IT logo included in the notification, probably using html. I created the 
template as mentioned above, just can't figure out why the template isn't 
showing up in the "templates" tab on the notify action of the filter. 
Wanted to run it by you guys before I spent any more time researching.
 
Thanks in Advance,
 

Jase

DaVita Inc. 
__20060125___This posting was submitted with HTML 
in it___ 


__20060125___This posting was submitted with HTML in it___ 

Re: Email Template Creation

[Shellman, David]

Jase,

Answering this from memory.  Make sure you set the notify action in the filter 
to email.  The templates fields prefix, body, and suffix are on their own tab.  
Take a quick look at the tabs that are displayed after the select fields tab.

Dave
--
[EMAIL PROTECTED] (Wireless)

- Original Message -
From: Action Request System discussion list(ARSList) 
To: arslist@ARSLIST.ORG 
Sent: Thu Sep 13 19:02:37 2007
Subject: Email Template Creation

** 
Hello All,
ArServer 7.0
HelpDesk 6.3
 
I created an email template, but when I create a filter with a notify action, 
in the templates tab, I don't see any templates listed for selection.
I have been reading the email engine manual and it appears I should see 
templates listed on that tab when creating a filter.
Desired end result is to create a filter that will notify requester on resolve 
of a case. Requirement is for the filter to use an email template with our IT 
logo included in the notification, probably using html. I created the template 
as mentioned above, just can't figure out why the template isn't showing up in 
the "templates" tab on the notify action of the filter.
Wanted to run it by you guys before I spent any more time researching.
 
Thanks in Advance,
 

Jase

DaVita Inc. 
__20060125___This posting was submitted with HTML in it___ 

Re: Email Template Creation

[Susan Palmer]

When I attached my template in the email templates form it appeared on the
Message form as a menu choice under tempaltes.



On 9/13/07, Shellman, David <[EMAIL PROTECTED]> wrote:
>
>  Jase,
>
> I reread your email after reading Susan's response.
>
> You saved your template in the ar system email templates form.  There
> isn't any menu associated with the fields on the template tab.  What I do is
> simply copy the name from the ar system email templates form and paste it
> into the temlates fields on the tab.  The names have to match exactly.
>
> Dave
> --
> [EMAIL PROTECTED] (Wireless)
>
> - Original Message -
> From: Action Request System discussion list(ARSList) 
> To: arslist@ARSLIST.ORG 
> Sent: Thu Sep 13 21:18:53 2007
> Subject: Re: Email Template Creation
>
> **
> Jase,
>
> There is a nice instruction sheet on the bmcdn called Elegant Email
> Messages (Document 53 under Cool Tech Tips under Tips and Techniques).  I
> was going to email it to you but bmcdn is not accessible right now.  That
> happens alot ... wonder what they are doing with it!
>
> It talks about creating a banner specifically.  Now I did it this week and
> it didn't actually appear on my test emails.  I wonder if it has something
> to do with what kind of email system sends out the email.  Our server sends
> out smtp emails, maybe that is a limitation.  We use outlook 2003 for
> incoming and I know I can open html email.  So if anyone knows more about
> that I'd appreciate the info.
>
> I was excited about doing some really nice looking emails so I want to
> master this too.
>
> Good luck,
> Susan
>
> ARS v7.0.1P2
> Oracle 10g
> Server Windows 2003
> Email v7.x
>
>
>
> On 9/13/07, Jase Brandon <[EMAIL PROTECTED]> wrote:
>
> **
> Hello All,
> ArServer 7.0
> HelpDesk 6.3
>
> I created an email template, but when I create a filter with a
> notify action, in the templates tab, I don't see any templates listed for
> selection.
> I have been reading the email engine manual and it appears I
> should see templates listed on that tab when creating a filter.
> Desired end result is to create a filter that will notify
> requester on resolve of a case. Requirement is for the filter to use an
> email template with our IT logo included in the notification, probably using
> html. I created the template as mentioned above, just can't figure out why
> the template isn't showing up in the "templates" tab on the notify action of
> the filter.
> Wanted to run it by you guys before I spent any more time
> researching.
>
> Thanks in Advance,
>
>
> Jase
>
> DaVita Inc.
> __20060125___This posting was submitted with
> HTML in it___
>
>
> __20060125___This posting was submitted with HTML in
> it___
>
>

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Re: Email Template Creation

[Shellman, David]

Susan,
 
I had to login and look around on our servers.
 
You said on the Message form.  I'm talking about the Header, Content,
and Footer fields on the Templates Tab on a Notify filter.  The menus I
see on those fields on the tab are just the Field and Key Words menus.
I see it that way in both 6.3 and 7.0.1 Patch 003 admin tool.  I don't
see any menu that lists the Template Names for records in the AR System
Message Template form.  I had to manually type in the template names.
 
Dave



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer
Sent: Thursday, September 13, 2007 9:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: Email Template Creation


** 
When I attached my template in the email templates form it appeared on
the Message form as a menu choice under tempaltes.


 
On 9/13/07, Shellman, David <[EMAIL PROTECTED]> wrote: 

Jase,

I reread your email after reading Susan's response.

You saved your template in the ar system email templates form.
There isn't any menu associated with the fields on the template tab.
What I do is simply copy the name from the ar system email templates
form and paste it into the temlates fields on the tab.  The names have
to match exactly. 

Dave
--
[EMAIL PROTECTED] (Wireless)

- Original Message -
From: Action Request System discussion list(ARSList)

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Re: Email Template Creation

[Susan Palmer]

I don't know David ... I just followed the directions in the doc I referred
to.  Just a learner on this one !

Susan


On 9/13/07, Shellman, David <[EMAIL PROTECTED]> wrote:
>
> Susan,
>
> I had to login and look around on our servers.
>
> You said on the Message form.  I'm talking about the Header, Content,
> and Footer fields on the Templates Tab on a Notify filter.  The menus I
> see on those fields on the tab are just the Field and Key Words menus.
> I see it that way in both 6.3 and 7.0.1 Patch 003 admin tool.  I don't
> see any menu that lists the Template Names for records in the AR System
> Message Template form.  I had to manually type in the template names.
>
> Dave
>
> 
>
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer
> Sent: Thursday, September 13, 2007 9:37 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Email Template Creation
>
>
> **
> When I attached my template in the email templates form it appeared on
> the Message form as a menu choice under tempaltes.
>
>
>
> On 9/13/07, Shellman, David <[EMAIL PROTECTED]> wrote:
>
>Jase,
>
>I reread your email after reading Susan's response.
>
>You saved your template in the ar system email templates form.
> There isn't any menu associated with the fields on the template tab.
> What I do is simply copy the name from the ar system email templates
> form and paste it into the temlates fields on the tab.  The names have
> to match exactly.
>
>Dave
>--
>[EMAIL PROTECTED] (Wireless)
>
>- Original Message -
>From: Action Request System discussion list(ARSList)
>
>
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>

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Outgoing Date Format using HTML Template

[Siti Hawa Bee SHAIK FARID]

Dear Listers,

 

I would like to check is there any way to change the date format as
dd/mm/ instead of mm/dd/. In Asia we use local date format instead
of US date format. Any advised on this? Below is the tempate, look at the
created date field.

 

1) I had checked AR Tool -> File -> Preference

 

Date format  : Short dd/mm/ hh:mm:ss

 

2) In Admin Tool -> File -> Server Information

Server Time : Fri Sep 14 hh:mm:ss

 

ARS 6.3 patch 20

AR Helpdesk 6.0

 

  _  

From: SG-IT Helpdesk 
Sent: Friday, September 14, 2007 09:24
Cc: SG-IT Helpdesk
Subject: Item Technical Issue, Case HD000101628, Low urgency, has been
assigned to ACS.

 

Case
 HD000101628
has been assigned to your group Vendor, ACS.  

Kindly update action taken to SG-IT Helpdesk as we need to track the case
till closure.

  _  

Requester User ID: cbdl0o   

Requester Name  : San LEOW 

Phone  : 6119 2331

Division/Department: PFS/Sector Management Office/, CBD

Location  : Plaza 1, #11-02

  _  

Category  : Desktop Type : Outlook
Item : Technical Issue

Date Created: 9/14/2007 9:22:00 AM   

  _  

Status  : Assigned  

Problem Description: Email format distorted.

Serial Number  : u659809

Model   : AV5900

 



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