Remedy v7.0.1
Hi We have recently upgraded our CAT sever to Remedy v7.0.1. After the upgrade of the server we are facing a problem with our Plugins. On a specific action we are receiving an error message, as under: Error message :- ARERR [8755] The specified plug-in does not exist. : BT.ARF.BTMD5 We do have the .so file in the required location: /remedy/product/7.0/bin/arf_btmd5.so The ar.conf is also the reflecting the same. Can anyone please put some light on what could be the issue behind this. Warm Regards, Ashoka Sengupta BT AM ASM Xansa [EMAIL PROTECTED] http://www.xansa.com +44 (0)121 635 3522 ( CUG: 8303522) Whilst this email has been checked for all known viruses, recipients should undertake their own virus checking as Xansa will not accept any liability whatsoever. This email and any files transmitted with it are confidential and protected by client privilege. It is solely for the use of the intended recipient. Please delete it and notify the sender if you have received it in error. Unauthorised use is prohibited. Any opinions expressed in this email are those of the individual and not necessarily the organisation. Xansa, Registered Office: 420 Thames Valley Park Drive, Thames Valley Park, Reading, RG6 1PU, UK. Registered in England No.1000954. t +44 (0)8702 416181 w www.xansa.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Change Management Approval Cycle Issue
** Hi List, I have strange problem with the Change Management 6.3, The delay in Change Request cycle happens in three occasions 1- Starting the approval cycle of the newly created CR 2- Starting the second level of the approval cycle (CAB committee) 3- The Approval cycle is completed and the status of the CR must be updated to approved CR this delay is happened for certain time. Regards, Rami ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
RE : Re: rebuilding a dev environment
I am thinking may be the way to do this, and have not done it before, is to export all the forms and workflow along with the data, clean up the def file from any refercences to the production server and import them to the development remedy server. Wouldn't it be simpler? The only issue is that ITSM is quite massive so I am concerned about the admin tool bailing out half way through the import as it did on some occasions before... Have you done this with ITSM and have encountered any issues? Many thanks frex Susan Palmer [EMAIL PROTECTED] a écrit : ** Kelly, Could you expound on Export the production aradmin user? In the past we would just copy the oracle db to the dev server to synch up but that has alot of pitfalls lately. I am looking for an alternative. Thanks, Susan On 9/18/07, Hundley, Kelly G. [EMAIL PROTECTED] wrote: ** This is unsupported but I've done it many times. There may be a faster way, but this works for me. Install oracle then ARS and applications to get the tables in place. Export the production aradmin user. Drop the aradmin user from development and import it from production. Works like a charm. K. (Note: I am a little behind the times with Oracle 9.2.8, 6.3 ARS and 5.6 applications) Kelly G. Hundley Systems Administrator Information Systems Wake Forest University - From: Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] On Behalf Of Frex Popo Sent: Tuesday, September 18, 2007 9:17 AM To: arslist@ARSLIST.ORG Subject: rebuilding a dev environment ** Hi eveyone, I have a dev machine with ITSM6.0 which is in a total mess .. I need to rebuild it by copying the production instance (i.g. oracle database, remedy server, mid-tier etc) to the dev machine ... Anyway easy way of doing this. This is the first time I am taking on a job like this so as you would imagine, any advise, recomendations, help, KB's would be very very much appreciated. Let me know if you need any more info. Thanks frex - Ne gardez plus qu'une seule adresse mail ! Copiez vos mails vers Yahoo! Mail __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___ - Ne gardez plus qu'une seule adresse mail ! Copiez vos mails vers Yahoo! Mail ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
wilrdcard problem
Hi there, I'm trying to test if a Character Field contains anything but numbers. I did a test form on that I have a character field and a button. When I click the button, it fires an Active Link with this RunIf: 'Character Field' LIKE [^0-9] If the RunIf is true, the Active Link shows an error message. Here's my test. 1. when I enter 1 into the character field and click the button I get NO message so OK 2. when I enter 19 into the character field and click the button I get NO message so OK 3. when I enter a into the character field and click the button I get THE message so OK 4. when I enter a2 into the character field and click the button I get NO message and this is NOT OK What's wrong with the case 4? I thought I've said 'Character Field' LIKE [^0-9] which mean, if the field contains anything but the the numbers from 0 to 9, the Run If is TRUE and this should cause the error message. As far as I'm concerned a2 isn't within 0-9, so where is there error message? What am I missing? Mark ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
ARERR 9350 - Network Protocol/data error when performing a data operation
Hi , Production Server: Development Server: OS - HPUX 11i OS HPUX 11i ARS Server upgraded to version 7.0.1 patch 3 ARS Sever upgraded to version 7.0.1 patch 3 Mid-Tier version 7.0.1 patch 2 Mid-Tier version 7.0.1 patch 2 Bespoke application Bespoke application Tomcat Apache 5.028 webserver and jsp engine Tomcat Apache 5.028 webserver and jsp engine Having performed an upgrade to version 7.0.1 patch 3, Mid-Tier version 7.0.1 patch 2, we found that we obtained the following error message ARERR 9350 - Network Protocol/data error when performing a data operation. upon entering the screen on the web console via Mid-Tier. There are two set field actions that are fired when you enter the Web console screen 1 retrieves information from the TT:People Information form the other sets a field used by the EXTERNAL function within a table field. This problem occurs for all users in a different location only we have a development server on the same version and this works to the same location. This all worked prior to the upgrade. I have narrowed down the problem to the two Active Links by disabling the workflow and trying the two Active Links individually both fail. I have replaced the Active Links added the entries in again this fails. From the log files I found the following error: Sep 2, 2007 6:33:57 AM com.remedy.arsys.log.Log log SEVERE: GoatException during NDXRequest: ARERR [9215] Internal error. at com.remedy.arsys.backchannel.NDXCompileExternalQualification.mapProperties(Unknown Source) at com.remedy.arsys.backchannel.NDXRequest.init(Unknown Source) at com.remedy.arsys.backchannel.EntryListBase.init(Unknown Source) at com.remedy.arsys.backchannel.NDXCompileExternalQualification.init(Unknown Source) at com.remedy.arsys.backchannel.CompileExternalQualificationAgent.init(Unknown Source) at com.remedy.arsys.backchannel.NDXFactory.handleRequest(Unknown Source) at com.remedy.arsys.stubs.BackchannelServlet.doRequest(Unknown Source) at com.remedy.arsys.stubs.GoatServlet.postInternal(Unknown Source) at com.remedy.arsys.stubs.GoatHttpServlet.doGet(Unknown Source) at javax.servlet.http.HttpServlet.service(HttpServlet.java:689) at javax.servlet.http.HttpServlet.service(HttpServlet.java:802) Does the line at com.remedy.arsys.backchannel.NDXCompileExternalQualification.mapProperties(Unknown Source) refer to the EXTERNAL qualification or is this the method in which the information is being retrieved? Internal error. This all-purpose error occurs during numerous internal system failures, including the following conditions: Name of a system object or field ID is NULL when the system tries to retrieve a system object Internal cache error Web tier exception XSL stylesheet not found for certain type of object Failure to create request in Push Field workflow action at runtime Failure to set a field in the Set Field workflow action at runtime Failure to expand an open window From the definition of the error above I have tested the set field actions. Have you seen this type of issue before? Thanks again John ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
ALT2CMDB
Hi there Has anybody implemented ALT2CMDB yet? If so what is your findings? Frans Ferreira Senior Technical Consultant African Legend Indigo Tel +27118086300 Mobile +27836263674 Fax +27118020797 Web www.alindigo.com BLOCKED::BLOCKED::http://www.alindigo.com __ Standard Bank Disclaimer and Confidentiality Note This e-mail, its attachments and any rights attaching hereto are, unless the context clearly indicates otherwise, the property of Standard Bank Group Limited and/or its subsidiaries (the Group). It is confidential, private and intended for the addressee only. Should you not be the addressee and receive this e-mail by mistake, kindly notify the sender, and delete this e-mail, immediately and do not disclose or use same in any manner whatsoever. Views and opinions expressed in this e-mail are those of the sender unless clearly stated as those of the Group. The Group accepts no liability whatsoever for any loss or damages whatsoever and howsoever incurred, or suffered, resulting, or arising, from the use of this email or its attachments. The Group does not warrant the integrity of this e-mail nor that it is free of errors, viruses, interception or interference. Licensed divisions of the Standard Bank Group are authorised financial services providers in terms of the Financial Advisory and Intermediary Services Act, No 37 of 2002 (FAIS). For information about the Standard Bank Group Limited visit our website http://www.standardbank.co.za ___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are image001.gif
Re: ARSlist Awards: Here are your MVP Nominees, Voting begins
May I include Axton and Carey Matthew Black _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Daniel Bloom Sent: September 18, 2007 10:41 AM To: arslist@ARSLIST.ORG Subject: ARSlist Awards: Here are your MVP Nominees, Voting begins Although only one of these nominees will actually receive the MVP Award, (unless there is a tie), they are all valued members of the Remedy Community and deserve a round of applause. Rick Cook Joe D'Souza Frederick W. Grooms Christopher Strauss --- Voting begins today. send votes to: [EMAIL PROTECTED] There must be at least 150 votes cast in total for the Award to be given out, however, with around 3500 individual subscriptions after adjusting for duplicates, this doesn't sound difficult and a bit sad really. 350 should be the line. Voting closes in 2 weeks, at 8 pm EST on Monday October 1st., no extensions Only those that were subscribed to the list before September 1st7 2007 can vote. send votes to: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] (the votes are all saved and available if required for 5 years) __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ UOB EMAIL DISCLAIMER Any person receiving this email and any attachment(s) contained, shall treat the information as confidential and not misuse, copy, disclose, distribute or retain the information in any way that amounts to a breach of confidentiality. If you are not the intended recipient, please delete all copies of this email from your computer system. As the integrity of this message cannot be guaranteed, neither UOB nor any entity in the UOB Group shall be responsible for the contents. Any opinion in this email may not necessarily represent the opinion of UOB or any entity in the UOB Group. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: wilrdcard problem
Have you tried: 'Character Field' LIKE %[^0-9]% Cheers Peter Hi there, I'm trying to test if a Character Field contains anything but numbers. I did a test form on that I have a character field and a button. When I click the button, it fires an Active Link with this RunIf: 'Character Field' LIKE [^0-9] If the RunIf is true, the Active Link shows an error message. Here's my test. 1. when I enter 1 into the character field and click the button I get NO message so OK 2. when I enter 19 into the character field and click the button I get NO message so OK 3. when I enter a into the character field and click the button I get THE message so OK 4. when I enter a2 into the character field and click the button I get NO message and this is NOT OK What's wrong with the case 4? I thought I've said 'Character Field' LIKE [^0-9] which mean, if the field contains anything but the the numbers from 0 to 9, the Run If is TRUE and this should cause the error message. As far as I'm concerned a2 isn't within 0-9, so where is there error message? What am I missing? Mark ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: wilrdcard problem
'Character Field' LIKE %[^0-9]% I don't understand why, but it works! Thank you! Mark ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ALT2CMDB
We were able to install ALT2CMDB and have it up and running and pulling data in within 20-30 mins so it is easy to install. My recommendation would be use the appendixes in the documentation that comes with it as a guide. Then write your own data exchanges and use the SQL adapter instead. You can pull data in using the ALT2CMDB but the mappings are very generic and dont pull enough support information for our business needs. Our plan of attack was review the appendixes, identify what classes we need and what attributes we need and then created our own data exchanges using the SQL adapter. Date: Wed, 19 Sep 2007 10:39:06 +0200From: [EMAIL PROTECTED]: ALT2CMDBTo: [EMAIL PROTECTED] Hi there Has anybody implemented ALT2CMDB yet? If so what is your findings? Frans Ferreira Senior Technical Consultant African Legend Indigo Tel +27118086300 Mobile +27836263674 Fax +27118020797 Web www.alindigo.com __ Standard Bank Disclaimer and Confidentiality Note This e-mail, its attachments and any rights attaching hereto are, unless the context clearly indicates otherwise, the property of Standard Bank Group Limited and/or its subsidiaries (the Group). It is confidential, private and intended for the addressee only. Should you not be the addressee and receive this e-mail by mistake, kindly notify the sender, and delete this e-mail, immediately and do not disclose or use same in any manner whatsoever. Views and opinions expressed in this e-mail are those of the sender unless clearly stated as those of the Group. The Group accepts no liability whatsoever for any loss or damages whatsoever and howsoever incurred, or suffered, resulting, or arising, from the use of this email or its attachments. The Group does not warrant the integrity of this e-mail nor that it is free of errors, viruses, interception or interference. Licensed divisions of the Standard Bank Group are authorised financial services providers in terms of the Financial Advisory and Intermediary Services Act, No 37 of 2002 (FAIS). For information about the Standard Bank Group Limited visit our website http://www.standardbank.co.za20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are attachment: image001.gif
Re: wilrdcard problem
hi mark, wildcard [^] will matches any character not with in the specified range, [^0-9] means it will check the range from 0 to 9 not the other characters.But u r requirement is anythig but not the numbers to meet u r requirement use [-] wildcard instead of [^]. run if:'Character Field' LIKE %[0-9]% Regards, Ashraf sultana. Mark Milke wrote: Hi there, I'm trying to test if a Character Field contains anything but numbers. I did a test form on that I have a character field and a button. When I click the button, it fires an Active Link with this RunIf: 'Character Field' LIKE [^0-9] If the RunIf is true, the Active Link shows an error message. Here's my test. 1. when I enter 1 into the character field and click the button I get NO message so OK 2. when I enter 19 into the character field and click the button I get NO message so OK 3. when I enter a into the character field and click the button I get THE message so OK 4. when I enter a2 into the character field and click the button I get NO message and this is NOT OK What's wrong with the case 4? I thought I've said 'Character Field' LIKE [^0-9] which mean, if the field contains anything but the the numbers from 0 to 9, the Run If is TRUE and this should cause the error message. As far as I'm concerned a2 isn't within 0-9, so where is there error message? What am I missing? Mark ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are -- View this message in context: http://www.nabble.com/wilrdcard-problem-tf4479399.html#a12774732 Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Support
I use a BMC approved third party support partner and couldn't be happier. They are located in Florida and all of them are very experienced and all speak English. Great group of guys to work with!! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Tuesday, September 18, 2007 10:11 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Support I have already put my two cents in on this one concerning the quality of support that we have received and have been watching this thread with interest. The one thing I haven't seen mentioned is any of the U.S. Federal customers concerns. I know that my federal customer is EXTREMELY concerned with our support being provided by non-us support personnel, too the point where they have been talking about looking for a U.S. only solution. All concerns on this issue raised to our BMC Federal Sales staff have been met with silence. I for one would be interested to know if there are other federal customers out there that share my customers concerns. Dave Catch up on fall's hot new shows http://us.rd.yahoo.com/tv/mail/tagline/falltv/evt=47093/*http:/tv.yahoo .com/collections/3658%20%0a on Yahoo! TV. Watch previews, get listings, and more! __20060125___This posting was submitted with HTML in it___ 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
RE : Re: rebuilding a dev environment
Any thoughts on this one? Frex Popo [EMAIL PROTECTED] a écrit : I am thinking may be the way to do this, and have not done it before, is to export all the forms and workflow along with the data, clean up the def file from any refercences to the production server and import them to the development remedy server. Wouldn't it be simpler? The only issue is that ITSM is quite massive so I am concerned about the admin tool bailing out half way through the import as it did on some occasions before... Have you done this with ITSM and have encountered any issues? Many thanks frex Susan Palmer [EMAIL PROTECTED] a écrit : ** Kelly, Could you expound on Export the production aradmin user? In the past we would just copy the oracle db to the dev server to synch up but that has alot of pitfalls lately. I am looking for an alternative. Thanks, Susan On 9/18/07, Hundley, Kelly G. [EMAIL PROTECTED] wrote: ** This is unsupported but I've done it many times. There may be a faster way, but this works for me. Install oracle then ARS and applications to get the tables in place. Export the production aradmin user. Drop the aradmin user from development and import it from production. Works like a charm. K. (Note: I am a little behind the times with Oracle 9.2.8, 6.3 ARS and 5.6 applications) Kelly G. Hundley Systems Administrator Information Systems Wake Forest University - From: Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] On Behalf Of Frex Popo Sent: Tuesday, September 18, 2007 9:17 AM To: arslist@ARSLIST.ORG Subject: rebuilding a dev environment ** Hi eveyone, I have a dev machine with ITSM6.0 which is in a total mess .. I need to rebuild it by copying the production instance (i.g. oracle database, remedy server, mid-tier etc) to the dev machine ... Anyway easy way of doing this. This is the first time I am taking on a job like this so as you would imagine, any advise, recomendations, help, KB's would be very very much appreciated. Let me know if you need any more info. Thanks frex - Ne gardez plus qu'une seule adresse mail ! Copiez vos mails vers Yahoo! Mail __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___ - Ne gardez plus qu'une seule adresse mail ! Copiez vos mails vers Yahoo! Mail - Découvrez le blog Yahoo! Mail : dernières nouveautés, astuces, conseils.. et vos réactions ! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: RE : Re: rebuilding a dev environment
The way I generally do it is to restore the development database from the last production backup, and run a stored procedure that searches the entire ARSystem database (SQL Server 2005 in this case) and replaces the production server name with the development server name, since ITSM seems to store a hardcoded server name in certain places. I would definitely not suggest exporting the whole thing and reimporting, as that would be a bear. If you messed up something in the directory structure on your server, you can also copy all the directories over from production, but keep in mind you need to redo your ar.cfg, some directory names, and a few other files. If all you need are forms, workflow, and data, the database copy is good enough. Shawn Pierson -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Frex Popo Sent: Wednesday, September 19, 2007 3:02 AM To: arslist@ARSLIST.ORG Subject: RE : Re: rebuilding a dev environment ** I am thinking may be the way to do this, and have not done it before, is to export all the forms and workflow along with the data, clean up the def file from any refercences to the production server and import them to the development remedy server. Wouldn't it be simpler? The only issue is that ITSM is quite massive so I am concerned about the admin tool bailing out half way through the import as it did on some occasions before... Have you done this with ITSM and have encountered any issues? Many thanks frex Susan Palmer [EMAIL PROTECTED] a écrit : ** Kelly, Could you expound on Export the production aradmin user? In the past we would just copy the oracle db to the dev server to synch up but that has alot of pitfalls lately. I am looking for an alternative. Thanks, Susan On 9/18/07, Hundley, Kelly G. [EMAIL PROTECTED] wrote: ** This is unsupported but I've done it many times. There may be a faster way, but this works for me. Install oracle then ARS and applications to get the tables in place. Export the production aradmin user. Drop the aradmin user from development and import it from production. Works like a charm. K. (Note: I am a little behind the times with Oracle 9.2.8, 6.3 ARS and 5.6 applications) Kelly G. Hundley Systems Administrator Information Systems Wake Forest University From: Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] On Behalf Of Frex Popo Sent: Tuesday, September 18, 2007 9:17 AM To: arslist@ARSLIST.ORG Subject: rebuilding a dev environment ** Hi eveyone, I have a dev machine with ITSM6.0 which is in a total mess .. I need to rebuild it by copying the production instance (i.g. oracle database, remedy server, mid-tier etc) to the dev machine ... Anyway easy way of doing this. This is the first time I am taking on a job like this so as you would imagine, any advise, recomendations, help, KB's would be very very much appreciated. Let me know if you need any more info. Thanks frex Ne gardez plus qu'une seule adresse mail ! Copiez vos mails http://www.trueswitch.com/yahoo-fr/ vers Yahoo! Mail __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___ Ne gardez plus qu'une seule adresse mail ! Copiez vos mails http://www.trueswitch.com/yahoo-fr/ vers Yahoo! Mail __20060125___This posting was submitted with HTML in it___ Private and confidential as detailed a href=http://www.sug.com/disclaimers/default.htm#Mail;here/a. If you cannot access hyperlink, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
SLM:ConfigReviewPeriod:Check
What is the significance of the following Escalation? SLM:ConfigReviewPeriod:Check Frans Ferreira Senior Technical Consultant African Legend Indigo Tel +27118086300 Mobile +27836263674 Fax +27118020797 Web www.alindigo.com BLOCKED::BLOCKED::http://www.alindigo.com __ Standard Bank Disclaimer and Confidentiality Note This e-mail, its attachments and any rights attaching hereto are, unless the context clearly indicates otherwise, the property of Standard Bank Group Limited and/or its subsidiaries (the Group). It is confidential, private and intended for the addressee only. Should you not be the addressee and receive this e-mail by mistake, kindly notify the sender, and delete this e-mail, immediately and do not disclose or use same in any manner whatsoever. Views and opinions expressed in this e-mail are those of the sender unless clearly stated as those of the Group. The Group accepts no liability whatsoever for any loss or damages whatsoever and howsoever incurred, or suffered, resulting, or arising, from the use of this email or its attachments. The Group does not warrant the integrity of this e-mail nor that it is free of errors, viruses, interception or interference. Licensed divisions of the Standard Bank Group are authorised financial services providers in terms of the Financial Advisory and Intermediary Services Act, No 37 of 2002 (FAIS). For information about the Standard Bank Group Limited visit our website http://www.standardbank.co.za ___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
ARSlist Awards: MVP Nominees, Voting still open
Rick Cook Joe D'Souza Frederick W. Grooms Christopher Strauss --- Voting has begun send votes to: [EMAIL PROTECTED] There must be at least 150 votes cast in total for the Award to be given out Voting closes in 2 weeks, at 8 pm EST on Monday October 1st., no extensions. Only those that were subscribed to the list before September 1st7 2007 can vote. send votes to: [EMAIL PROTECTED] (the votes are all saved and available if required for 5 years) __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: RE : Re: rebuilding a dev environment
Frex, Do you also have CMDB running? If so, migrating CMDB is a different cup of tea if you have made changes to CDM. If you had made any changes to the Common Data Model (CDM) they will need to be exported / imported via cmdbdriver. Refer to the CMDB Developers Reference documentation on the steps to create the .xml files and then import them as well. This process allows the admin to migrate the metadata from one environment, import it into a new environment and then trigger a synchronization of that metadata. Else a simple DB restore like everyone has suggested should take care of ITSM along with CMDB. Thanks, Mohan --- Frex Popo [EMAIL PROTECTED] wrote: Any thoughts on this one? Frex Popo [EMAIL PROTECTED] a écrit : I am thinking may be the way to do this, and have not done it before, is to export all the forms and workflow along with the data, clean up the def file from any refercences to the production server and import them to the development remedy server. Wouldn't it be simpler? The only issue is that ITSM is quite massive so I am concerned about the admin tool bailing out half way through the import as it did on some occasions before... Have you done this with ITSM and have encountered any issues? Many thanks frex Susan Palmer [EMAIL PROTECTED] a écrit : ** Kelly, Could you expound on Export the production aradmin user? In the past we would just copy the oracle db to the dev server to synch up but that has alot of pitfalls lately. I am looking for an alternative. Thanks, Susan On 9/18/07, Hundley, Kelly G. [EMAIL PROTECTED] wrote: ** This is unsupported but I've done it many times. There may be a faster way, but this works for me. Install oracle then ARS and applications to get the tables in place. Export the production aradmin user. Drop the aradmin user from development and import it from production. Works like a charm. K. (Note: I am a little behind the times with Oracle 9.2.8, 6.3 ARS and 5.6 applications) Kelly G. Hundley Systems Administrator Information Systems Wake Forest University - From: Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] On Behalf Of Frex Popo Sent: Tuesday, September 18, 2007 9:17 AM To: arslist@ARSLIST.ORG Subject: rebuilding a dev environment ** Hi eveyone, I have a dev machine with ITSM6.0 which is in a total mess .. I need to rebuild it by copying the production instance (i.g. oracle database, remedy server, mid-tier etc) to the dev machine ... Anyway easy way of doing this. This is the first time I am taking on a job like this so as you would imagine, any advise, recomendations, help, KB's would be very very much appreciated. Let me know if you need any more info. Thanks frex - Ne gardez plus qu'une seule adresse mail ! Copiez vos mails vers Yahoo! Mail __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___ - Ne gardez plus qu'une seule adresse mail ! Copiez vos mails vers Yahoo! Mail - Découvrez le blog Yahoo! Mail : dernières nouveautés, astuces, conseils.. et vos réactions ! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are Fussy? Opinionated? Impossible to please? Perfect. Join Yahoo!'s user panel and lay it on us. http://surveylink.yahoo.com/gmrs/yahoo_panel_invite.asp?a=7 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ALT2CMDB
Hi All Trying to run the OOTB EIE Data Exchange for ASAMS-SqlServer-Computers-to-CMDB as suggested on page 9 of the ALT2CMDB Integration Guide Version 1.5 And get the attached error. Frans Ferreira Senior Technical Consultant African Legend Indigo Tel +27118086300 Mobile +27836263674 Fax +27118020797 Web www.alindigo.com BLOCKED::BLOCKED::http://www.alindigo.com __ Standard Bank Disclaimer and Confidentiality Note This e-mail, its attachments and any rights attaching hereto are, unless the context clearly indicates otherwise, the property of Standard Bank Group Limited and/or its subsidiaries (the Group). It is confidential, private and intended for the addressee only. Should you not be the addressee and receive this e-mail by mistake, kindly notify the sender, and delete this e-mail, immediately and do not disclose or use same in any manner whatsoever. Views and opinions expressed in this e-mail are those of the sender unless clearly stated as those of the Group. The Group accepts no liability whatsoever for any loss or damages whatsoever and howsoever incurred, or suffered, resulting, or arising, from the use of this email or its attachments. The Group does not warrant the integrity of this e-mail nor that it is free of errors, viruses, interception or interference. Licensed divisions of the Standard Bank Group are authorised financial services providers in terms of the Financial Advisory and Intermediary Services Act, No 37 of 2002 (FAIS). For information about the Standard Bank Group Limited visit our website http://www.standardbank.co.za ___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are [09:53:41,09/18/07] - CONNECT altiris, USER sa (Native Database) [09:53:41,09/18/07] - SET CONCAT_NULL_YIELDS_NULL OFF [09:53:41,09/18/07] - Start to retrieve Vendor key list. [09:53:41,09/18/07] - Thread started [09:53:41,09/18/07] - SqlServer.GetKeyList: creating key list using query: Guid IN (SELECT ri.Guid FROM vResourceItem ri JOIN vResourceType rt ON ri.ResourceTypeGuid = rt.Guid WHERE rt.Name != 'VirtualMachine') [09:53:41,09/18/07] - SqlServer key list created using sql command: SELECT DISTINCT [convert(varchar(40), [Guid])] FROM [dbo].[vComputer] WHERE Guid IN (SELECT ri.Guid FROM vResourceItem ri JOIN vResourceType rt ON ri.ResourceTypeGuid = rt.Guid WHERE rt.Name != 'VirtualMachine') ORDER BY [convert(varchar(40), [Guid])] [09:53:41,09/18/07] - SELECT DISTINCT [convert(varchar(40), [Guid])] FROM [dbo].[vComputer] WHERE Guid IN (SELECT ri.Guid FROM vResourceItem ri JOIN vResourceType rt ON ri.ResourceTypeGuid = rt.Guid WHERE rt.Name != 'VirtualMachine') ORDER BY [convert(varchar(40), [Guid])] [09:53:41,09/18/07] - *** ERROR *** Line 1: Incorrect syntax near ')'. (SQL Server 170)Line 1: Incorrect syntax near ')'. (SQL Server 170) [09:53:41,09/18/07] - Error: Adapter.GetKeyList completed with errors issued [09:53:41,09/18/07] - Thread completed
Re: Custom Request ID/GUID
Paul, Actually I think it can be done. ( I have seen it done.) HOWEVER, I would most strongly advise against this type of modification. What Joe suggested, using a non-core field, is a much better design IMO. The 'Request ID' field can have a prefix that is changed nightly with an escalation changing the value via direct SQL. If the prefix-of-the-day is set to YEAR($DATE$) + MONTH($DATE$) + DAY($DATE$) + - then I think the result would be values like this... 20070918-000123 I do think you would have to live with the zero padded count-for-the-day part. If you have a 15 character length for the Request ID field. If you have a 13 character length for the Request ID field then the values would be like this 20070918-0123, and you would be limited to only being able to support 10,000 tickets a day. (MAX) And very bad things would happen if you ever tried to submit that 10,001 ticket. Not to mention that searching for tickets other than for today only by the count-for-the-day part would not be a nice search. Not to mention that you would be creating gaps and limiting the total number of records that the ARS form could ever hold daily. So in case it is not obvious by now... use a field other than field 1 for this type of value. :) Let ARS be ARS, and leave the Field 1 without a prefix and a length of 15 and you will save yourself a lot of possible long term problems. -- 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 9/18/07, Joe D'Souza [EMAIL PROTECTED] wrote: ** Paul, What you are looking for cannot be done using any Out-Of-The-Box features of Remedy. Having said that, it is however possible to implement what you want by creating a custom field to store this ID that you wish to generate. The easiest way to achieve this would be to create a counter form that would keep the counter (in your example 123), that would reset to 0 at midnight every night using an escalation. On creation of a ticket, you perform a push field action, preferably as the last execution order of a filter which has a phase override, to this form containing the counter, to set the counter to existing counter value + 1 and retrieve this set value to your current transaction. Retrieve this value set on that form, and set it to the current $YEAR$ + $MONTH$ + $DAY$ + $counter$ on a character field that would be used as that custom ID. Do not forget to index this ID as I'm pretty sure you will be using it to retrieve either through user searches on that table or perhaps through workflow. Cheers Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Paul Blasquez Sent: Tuesday, September 18, 2007 7:45 PM To: arslist@ARSLIST.ORG Subject: Custom Request ID/GUID Hello, Are any of you using the ticket identifier format of yearmonthday-unique number? For example, issue 123 for today would be ticket number 20070918-123. I have been a user on a system that used this format, and I appreciate its intuitiveness. What is required to implement this? Is there simply a format/pattern applied to the request id field? Or is it a bit more involved? I can't seem to find anything about it in the Basic/Advanced guides nor in the ARS archives. ___ Paul Blasquez Remedy Developer/Senior Network Engineer Equinix, Inc. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: delete mass amount of records from ARS 5.1.2
Axton and others, Thanks for quick replies and suggestions. I will work with our dBA to quickly document exact steps and process. I will provide to the list my updates as available including exact steps I followed to achieve my goals. My understanding: 1. Copy data records you want to keep into a temp table from original table 2. Truncate original table 3. Insert into (now empty) original table all data records from temp table 4. Drop temp table. 5. Repeat this process (steps 1 to 4) for B#, B#C#, and H# table for every T# table I touch in step 1 to 4. Kamlesh -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Axton Sent: Tuesday, September 18, 2007 7:07 PM To: arslist@ARSLIST.ORG Subject: Re: delete mass amount of records from ARS 5.1.2 If on Oracle, truncating the tables is the best way, as it resets the high water marks for storage on the table. Imagine that a table scan on a table with 10 rows could have the same number of physical reads as the same table with 1m rows if the high water marks are the same. If you need to retain some of the data, use this as a guide: create table T100_tmp as select * from T100 where ... / truncate table T100 / insert into table T00 select * from T100_tmp / drop table T100_tmp / rinse and repeat for the B#, B#C# and H# tables, using the resulting data in the T# table as the guide for which rows to retain from each. This will allow you retain the data you want while resetting the high water marks. Axton Grams On 9/18/07, Roger Justice [EMAIL PROTECTED] wrote: ** Truncate the table is the simplest way. -Original Message- From: Patel, Kamlesh [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tue, 18 Sep 2007 3:46 pm Subject: delete mass amount of records from ARS 5.1.2 ** All, I am going through an upgrade plan to 7.x. Before I begin my upgrade I would like to remove lots of data records form our remedy forms. I have a pretty good idea about remedy 5.1.2 patch 1375 data structure. I would like to find out if there is alternative safe and fast way to remove up to 1,000,000 records from couple of remedy forms. Most other forms are relatively small but I would like to employ a fast delete operation to minimize the outage period. Thank You Kamlesh Patel __20060125___This posting was submitted with HTML in it___ Email and AIM finally together. You've gotta check out free AOL Mail! __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: AW: ARERR 121 Error with an entry in the Entry ID List
Oliver, I'm having the same problem on ARS 7.0.1/Patch 3. I recreated an outer join JF on ARS 7.0.1, which works fine on ARS 6.3. I get the same error as you did when accessing some records: ARERR [121] Error with an entry in the Entry ID list Have you reported this problem to BMC support? Thanks. Mary Ann ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
AW: AW: ARERR 121 Error with an entry in the Entry ID List
Hello, I have not yet reported the problem but I'm willing to. I already have compiled a test scenario and will it hand it over to the support group. Greetings Oliver -Ursprüngliche Nachricht- Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Gesendet: Mittwoch, 19. September 2007 16:04 An: [EMAIL PROTECTED]; Scharf Oliver Betreff: RE: AW: ARERR 121 Error with an entry in the Entry ID List Oliver, I'm having the same problem on ARS 7.0.1/Patch 3. I recreated an outer join JF on ARS 7.0.1, which works fine on ARS 6.3. I get the same error as you did when accessing some records: ARERR [121] Error with an entry in the Entry ID list Have you reported this problem to BMC support? Thanks. Mary Ann ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Bringing existing application into 7.0
Hello everyone, We are doing a fresh install of 7.0, but we have some applications that were developed on 6.0. When I try to import the definition, the Admin tool encounters error and shuts down. Does anyone have an idea how I can bring this application into 7.0? Bola Oyefeso ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are image001.gif
Re: delete mass amount of records from ARS 5.1.2
To elaborate on what I meant in your step 5: I teach best by example: create table H100_tmp as select * from H100 where entryid in (select c1 from T100) / truncate table H100 / insert into H100 select * from H100_tmp / drop table H100_tmp / You may be able to write this more efficiently using the EXISTS clause instead of the IN clause, but my knowledge is not there to write it in an email without testing it. Axton Grams On 9/19/07, Patel, Kamlesh [EMAIL PROTECTED] wrote: Axton and others, Thanks for quick replies and suggestions. I will work with our dBA to quickly document exact steps and process. I will provide to the list my updates as available including exact steps I followed to achieve my goals. My understanding: 1. Copy data records you want to keep into a temp table from original table 2. Truncate original table 3. Insert into (now empty) original table all data records from temp table 4. Drop temp table. 5. Repeat this process (steps 1 to 4) for B#, B#C#, and H# table for every T# table I touch in step 1 to 4. Kamlesh -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Axton Sent: Tuesday, September 18, 2007 7:07 PM To: arslist@ARSLIST.ORG Subject: Re: delete mass amount of records from ARS 5.1.2 If on Oracle, truncating the tables is the best way, as it resets the high water marks for storage on the table. Imagine that a table scan on a table with 10 rows could have the same number of physical reads as the same table with 1m rows if the high water marks are the same. If you need to retain some of the data, use this as a guide: create table T100_tmp as select * from T100 where ... / truncate table T100 / insert into table T00 select * from T100_tmp / drop table T100_tmp / rinse and repeat for the B#, B#C# and H# tables, using the resulting data in the T# table as the guide for which rows to retain from each. This will allow you retain the data you want while resetting the high water marks. Axton Grams On 9/18/07, Roger Justice [EMAIL PROTECTED] wrote: ** Truncate the table is the simplest way. -Original Message- From: Patel, Kamlesh [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tue, 18 Sep 2007 3:46 pm Subject: delete mass amount of records from ARS 5.1.2 ** All, I am going through an upgrade plan to 7.x. Before I begin my upgrade I would like to remove lots of data records form our remedy forms. I have a pretty good idea about remedy 5.1.2 patch 1375 data structure. I would like to find out if there is alternative safe and fast way to remove up to 1,000,000 records from couple of remedy forms. Most other forms are relatively small but I would like to employ a fast delete operation to minimize the outage period. Thank You Kamlesh Patel __20060125___This posting was submitted with HTML in it___ Email and AIM finally together. You've gotta check out free AOL Mail! __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
AW: AW: ARERR 121 Error with an entry in the Entry ID List
Hi, I got the information from Joachim Latzko, our support guru: The problem is fixed with Patch 004: SW00265470 Multilayered joins that have an outer join with null inner subjoins were incorrectly handled. All entries returned in the results list are now displayed properly in the data pane. I just tried it out and it works. So your show stopper problem seems to be solved ... Greetings Oliver -Ursprüngliche Nachricht- Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Gesendet: Mittwoch, 19. September 2007 16:04 An: [EMAIL PROTECTED]; Scharf Oliver Betreff: RE: AW: ARERR 121 Error with an entry in the Entry ID List Oliver, I'm having the same problem on ARS 7.0.1/Patch 3. I recreated an outer join JF on ARS 7.0.1, which works fine on ARS 6.3. I get the same error as you did when accessing some records: ARERR [121] Error with an entry in the Entry ID list Have you reported this problem to BMC support? Thanks. Mary Ann ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
ARS 7/Oracle and Firewalls/Network devices
Hello all, Does anyone on this list have any experience with AR 7 on RHEL 4 and Oracle 10g where the AR server and Oracle server are off two different interfaces on a firewall? The reason I ask: We are currently working in an environment where the AR Server is in one VLAN, the Oracle server is in another, the two VLANs are separated by at least one router and a firewall. We've found that an idle AR server, say overnight, will lose connection to the Oracle database which will cause users to see ARERR 552m ORA-03114 and ORA- 03135 errors on the screen and in arerror.log. If, after such an idle period, a user attempts to log in to RUT several times in a row they eventually get connected and the AR server begins to respond appropriately. Other times users can get logged in fine but get the errors when navigating forms or firing workflow. We also see these errors in arerror.log on archiving processes where the gap between runs of the archival is greater than one hour. If we move the AR server and the Oracle server onto the same VLAN and take the firewall (and anything else between the two) out of the equation the problem goes away --not to mention performance of the AR server is much faster. Has anyone run into this before and have some insight? Thanks! J.T. Shyman ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ARS 7/Oracle and Firewalls/Network devices
Your firewall is probably using state tracking to track which machines are allowed to talk with one another and the timeouts associated with state tracking are configured to time out after x seconds of inactivity. Since many of the connections between the db and the arserver are idle at night, the firewall drops the connections from the state table, thus severing the connection. The best solution I see is to configure the firewall to explicitly allow traffic between the two hosts based on the source ip, destination ip, and designated destination port, e.g., allow arserver - dbserver:1523 This takes state tracking out of the equation and will allow the arserver to talk with the db server regardless of activity/inactivity, thus allowing the original socket connection to persist. For more information on stateful packet filtering, see: http://en.wikipedia.org/wiki/Stateful_firewall The main thing to understand is that each time a host connects to another host, a state is added to the state table and remains there until x amount of time of inactivity. Future connections between the two hosts will require another state, thus causing the client to renegotiate the source port since most stateful firewalls only allow SYN packets through when establishing a state. Axton Grams On 9/19/07, J.T. Shyman [EMAIL PROTECTED] wrote: Hello all, Does anyone on this list have any experience with AR 7 on RHEL 4 and Oracle 10g where the AR server and Oracle server are off two different interfaces on a firewall? The reason I ask: We are currently working in an environment where the AR Server is in one VLAN, the Oracle server is in another, the two VLANs are separated by at least one router and a firewall. We've found that an idle AR server, say overnight, will lose connection to the Oracle database which will cause users to see ARERR 552m ORA-03114 and ORA- 03135 errors on the screen and in arerror.log. If, after such an idle period, a user attempts to log in to RUT several times in a row they eventually get connected and the AR server begins to respond appropriately. Other times users can get logged in fine but get the errors when navigating forms or firing workflow. We also see these errors in arerror.log on archiving processes where the gap between runs of the archival is greater than one hour. If we move the AR server and the Oracle server onto the same VLAN and take the firewall (and anything else between the two) out of the equation the problem goes away --not to mention performance of the AR server is much faster. Has anyone run into this before and have some insight? Thanks! J.T. Shyman ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ITSM 7: On-Call and Shift Functionality question
I agree with your current understanding, with one exception. See my comments below starting with I think the notification filter processes must be checking first for an on call notification during the on call schedule (and like you say, ignoring ALL other factors), Agree then looking for a custom notification and trying to use that under it's specific parameters - AND IF the Default Notify Mechanism and Notification Availability of the Profile are E-mail/Yes (mine are), agree, it checks group member's user defined setting on NTE:NotificationEvents form and if it finds one, then takes into account his/her notification preferences on CTM:People form and last it looks for a system default notification and tries to use that, My installation does NOT do this--never--if the group is flagged as on call. But you're right, it would be logical if it did. and whichever one the filters find first they execute, and the process stops without looking further. This would be logical, but it does not do this in my installation. This is what happens. Scenario (A) Group flagged as on call: 1)On call page settings for the group on CTM:Support Group On-Call are processed. Pages go out if appropriate, regardless of member's preferences on CTM:People. Only thing used from CTM:People is the paging address. 2)No matter 1 results in pages or not, checks group memebr's user notification settings on NTE:NotificationEvents. Any resulting notifications DO take into account member's CTM:People preference on Notifications tab. 3)No matter what happens in (2), does NOT look for System Default records on NTE:NotificationEvents form. So, if any On-Call group's member hasn't defined a personal setting in NTE:NotificationEvents form, no emails to her EVER for incident assignment to that group. Scenario (B) If group is NOT flagged as on call 1) will of course not apply 2) Applies the same way as above, processes user settings on NTE:NotificationEvents 3) Applies, meaning does look at system default settings for that group, contrary to what happens in A above. (B) is logical. (A) breaks down, in my mind, when it gets to (3). What's this kinetic training about? Regards. Yahoo! oneSearch: Finally, mobile search that gives answers, not web links. http://mobile.yahoo.com/mobileweb/onesearch?refer=1ONXIC ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Crystal Reports problem
Hello everyone, I made a very simple Crystal Report, that among others shows the groups a user selected in a table field. While the report works perfectly when I run it in crystal it fails, when I run it from ARS. I'm still on ARS 6.3. It 'Failed to open a rowset'. Reduced the report to one field, so that I can say for sure, that Crystal 9 can't deal with a larg amount of data in one field. I guess it's the problem of the Remedy ODBC driver. Is there any driver setting or any way how to transport the groups name into the report? BTW, the group name are in one field in one record. Mark ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Anyone integrating ClearCase with AR 7.0.1?
All, We are exploring the integration of 7.0.1 with ClearCase. Has anyone implemented this? How is performance during development with ClearCase SCC? Any gotchas to take into consideration? Any info would be greatly appreciated. Thanks, Brian ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Reporting using BI Cognos
Hello Veerain, Please forgive my lack of Remedy terminology - I'm a report developer, not a Remedy admin or developer. We have some people here trying to do the same thing using Cognos 8.2. They attempted to connect via the Remedy ODBC but were not successful. Cognos 8.2 requires ODBC drivers to be compliant with ODBC spec 3.5 or higher. The Remedy-supplied ODBC drivers from AR 6.0 and 6.3 are written to an ODBC spec lower than 3.5. According to Remedy AR 7.0 release notes, the ODBC driver is enhanced and has ODBC spec 3.5 compatibility. I hope this helps. - Terry Let's see... Remedy AR 6.0.3 HP Ux 11 Oracle 10g Sr. Business Systems Analyst Corporate Information Technology ITCS Reporting Services Abbott 200 Abbott Park Road Dept: GA67, Bldg: NWJ46 Abbott Park, IL 60064-6370 Phone (847)937-1889 [EMAIL PROTECTED] This communication may contain information that is proprietary, confidential, or exempt from disclosure. If you are not the intended recipient, please note that any other dissemination, distribution, use or copying of this communication is strictly prohibited. Anyone who receives this message in error should notify the sender immediately by telephone or by return e-mail and delete it from his or her computer. Veerain G [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 09/18/2007 11:43 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Reporting using BI Cognos ** Hello Listers, ARS 5.1.2.and ARS 6.3 Oracle 9i Solaris We have BI Cognos 8.2 used for reporting in our organisation.Could Cognos be used for Remedy reporting. Is there anyone who has been able to create Remedy reports in Cognos by connecting through the Remedy ODBC? Any suggestions/pointers to get this working would be highly appreciated. I have searched through the archives and do not find much help in there.My earlier posts on this have not got any replies,so just trying again! Please help!!! Thanks and Regards, Veerain __20060125___This posting was submitted with HTML in it___ image/gif
Re: Crystal Reports problem (U)
UNCLASSIFIED Sounds like it could be an ODBC Use Underscores error Check your Windows Control Panel Administrative Tools Data Source (ODBC) AR System ODBC Data Source Configuration Is the Use underscores checked? Check Remedy Tools Options Advanced Is the ODBC Use Underscores checked? Which ever you use - underscores Yes or No - must be consistent because your use of Crystal Reports with Remedy depends on this setting. 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 Mark Milke Sent: Wednesday, September 19, 2007 11:20 AM To: arslist@ARSLIST.ORG Subject: Crystal Reports problem Hello everyone, I made a very simple Crystal Report, that among others shows the groups a user selected in a table field. While the report works perfectly when I run it in crystal it fails, when I run it from ARS. I'm still on ARS 6.3. It 'Failed to open a rowset'. Reduced the report to one field, so that I can say for sure, that Crystal 9 can't deal with a larg amount of data in one field. I guess it's the problem of the Remedy ODBC driver. Is there any driver setting or any way how to transport the groups name into the report? BTW, the group name are in one field in one record. Mark __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are smime.p7s Description: S/MIME cryptographic signature
Re: delete mass amount of records from ARS 5.1.2
Removing indexes would speed up the process, no matter you are doing it from AR System or database. You can rebuild them later. If you are doing it from database, one way would be to copy tables DDL statement, drop the table and rebuild it. In case you want to preserve any data, you can selectively export it to an identical temp table, drop the original table and then rename the temp table back. If you work on forms directly at database table, you will need to reference ARS 5 Database Reference guide to see the data dictionary to understand the table relationships for a ARS forms and repeat the process on all tables. With version 5, it shouldn't be too bad. Example: For Form A. Say main table is T20 (in arschema table) H20 will be status history table B20 will be attachment tables B20C536870917 will be the table where 0 length char field with ID C536870917 will be etc T20 All, I am going through an upgrade plan to 7.x. Before I begin my upgrade I would like to remove lots of data records form our remedy forms. I have a pretty good idea about remedy 5.1.2 patch 1375 data structure. I would like to find out if there is alternative safe and fast way to remove up to 1,000,000 records from couple of remedy forms. Most other forms are relatively small but I would like to employ a fast delete operation to minimize the outage period. Thank You Kamlesh Patel __ NOD32 2534 (20070917) Information __ This message was checked by NOD32 antivirus system. http://www.eset.com __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are Don't let your dream ride pass you by. Make it a reality with Yahoo! Autos. http://autos.yahoo.com/index.html ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Custom Request ID/GUID
One of the problem with using the Request ID to change on a nightly basis, is that you have to cache the definitions on a nightly basis just after the Escalation to set the prefix is run. So basically this would lead to a slight nightly overhead everytime you cycle the definition cache by running a process arsignal -g server name. This may not be very healthy for your system. Another drawback is when you are searching for ticket 123, you will get ticket 123 for every day, as the prefix is ignored when searches are performed on ID 1. And you cannot really alter this as search defined to field ID 1 are cannot really be user modified, where it ignores the prefix and searches for a match only in the non prefix part. This would be in your control on a custom field as this field would have the same search behavior as any other custom field. Another suggestion when creating the string YEAR($DATE$) + MONTH($DATE$) + DAY($DATE$). Do not do this in a single action. Or your results for 2007 + 09 + 18 will be 2038. It adds up as a single integer before converting it to a string while setting it to a string. Instead have 3 Set field actions. One for setting $CustomID$ to YEAR($DATE$), another for resetting it to $CustomID$ + MONTH($DATE$) and the third for resetting it to $CustomID$ + DAY($DATE$). This will append it as a string instead of a numerical addition. Cheers Joe D'Souza -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Carey Matthew Black Sent: Wednesday, September 19, 2007 9:37 AM To: arslist@ARSLIST.ORG Subject: Re: Custom Request ID/GUID Paul, Actually I think it can be done. ( I have seen it done.) HOWEVER, I would most strongly advise against this type of modification. What Joe suggested, using a non-core field, is a much better design IMO. The 'Request ID' field can have a prefix that is changed nightly with an escalation changing the value via direct SQL. If the prefix-of-the-day is set to YEAR($DATE$) + MONTH($DATE$) + DAY($DATE$) + - then I think the result would be values like this... 20070918-000123 I do think you would have to live with the zero padded count-for-the-day part. If you have a 15 character length for the Request ID field. If you have a 13 character length for the Request ID field then the values would be like this 20070918-0123, and you would be limited to only being able to support 10,000 tickets a day. (MAX) And very bad things would happen if you ever tried to submit that 10,001 ticket. Not to mention that searching for tickets other than for today only by the count-for-the-day part would not be a nice search. Not to mention that you would be creating gaps and limiting the total number of records that the ARS form could ever hold daily. So in case it is not obvious by now... use a field other than field 1 for this type of value. :) Let ARS be ARS, and leave the Field 1 without a prefix and a length of 15 and you will save yourself a lot of possible long term problems. -- 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 9/18/07, Joe D'Souza [EMAIL PROTECTED] wrote: ** Paul, What you are looking for cannot be done using any Out-Of-The-Box features of Remedy. Having said that, it is however possible to implement what you want by creating a custom field to store this ID that you wish to generate. The easiest way to achieve this would be to create a counter form that would keep the counter (in your example 123), that would reset to 0 at midnight every night using an escalation. On creation of a ticket, you perform a push field action, preferably as the last execution order of a filter which has a phase override, to this form containing the counter, to set the counter to existing counter value + 1 and retrieve this set value to your current transaction. Retrieve this value set on that form, and set it to the current $YEAR$ + $MONTH$ + $DAY$ + $counter$ on a character field that would be used as that custom ID. Do not forget to index this ID as I'm pretty sure you will be using it to retrieve either through user searches on that table or perhaps through workflow. Cheers Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Paul Blasquez Sent: Tuesday, September 18, 2007 7:45 PM To: arslist@ARSLIST.ORG Subject: Custom Request ID/GUID Hello, Are any of you using the ticket identifier format of yearmonthday-unique number? For example, issue 123 for today would be ticket number 20070918-123. I have been a user on a system that used this format, and I appreciate its intuitiveness. What is required to implement this? Is there simply a format/pattern applied to the request id field? Or is it a bit more involved? I can't seem to find anything about it in the
Re: Crystal Reports problem
Mark, While creating the Crystal Report, have you set this 'large field' on your Crystal Reports 'To Grow' ?? If not you will need to do that on the field property of the report. Cheers Joe D'Souza -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Mark Milke Sent: Wednesday, September 19, 2007 11:20 AM To: arslist@ARSLIST.ORG Subject: Crystal Reports problem Hello everyone, I made a very simple Crystal Report, that among others shows the groups a user selected in a table field. While the report works perfectly when I run it in crystal it fails, when I run it from ARS. I'm still on ARS 6.3. It 'Failed to open a rowset'. Reduced the report to one field, so that I can say for sure, that Crystal 9 can't deal with a larg amount of data in one field. I guess it's the problem of the Remedy ODBC driver. Is there any driver setting or any way how to transport the groups name into the report? BTW, the group name are in one field in one record. Mark No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.487 / Virus Database: 269.13.22/1015 - Release Date: 9/18/2007 11:53 AM ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Bringing existing application into 7.0
Anything on any error logs? Joe D'Souza -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Oyefeso, Bola Sent: Wednesday, September 19, 2007 10:14 AM To: arslist@ARSLIST.ORG Subject: Bringing existing application into 7.0 ** Hello everyone, We are doing a fresh install of 7.0, but we have some applications that were developed on 6.0. When I try to import the definition, the Admin tool encounters error and shuts down. Does anyone have an idea how I can bring this application into 7.0? Bola Oyefeso No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.487 / Virus Database: 269.13.22/1015 - Release Date: 9/18/2007 11:53 AM ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are attachment: image001.gif
Re: Anyone integrating ClearCase with AR 7.0.1?
Brian, I am not sure I noticed any performance hit after the integration. The integration compares the definition files when exported and imported to ClearCase so I'm not sure there should be any impact on performance. I didn't notice any significant impact at least.. Cheers Joe D'Souza -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Brian Baker (bbaker2) Sent: Wednesday, September 19, 2007 11:21 AM To: arslist@ARSLIST.ORG Subject: Anyone integrating ClearCase with AR 7.0.1? ** All, We are exploring the integration of 7.0.1 with ClearCase. Has anyone implemented this? How is performance during development with ClearCase SCC? Any gotchas to take into consideration? Any info would be greatly appreciated. Thanks, Brian No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.487 / Virus Database: 269.13.22/1015 - Release Date: 9/18/2007 11:53 AM ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Bringing existing application into 7.0
A more specific description of the error, along with the exact version and patch of your 7.0 server, would help us to help you. Rick On 9/19/07, Joe D'Souza [EMAIL PROTECTED] wrote: ** Anything on any error logs? ** *Joe D'Souza* -Original Message- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] Behalf Of *Oyefeso, Bola *Sent:* Wednesday, September 19, 2007 10:14 AM *To:* arslist@ARSLIST.ORG *Subject:* Bringing existing application into 7.0 ** Hello everyone, We are doing a fresh install of 7.0, but we have some applications that were developed on 6.0. When I try to import the definition, the Admin tool encounters error and shuts down. Does anyone have an idea how I can bring this application into 7.0? *Bola Oyefeso* ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Support
Hi Dave, While we aren't a federal customer, I hadn't even thought about the security issues involved. You are bringing an important issue to the discussion. Best Regards, Tom Altamore - Original Message - From: [EMAIL PROTECTED] Date: Tuesday, September 18, 2007 9:11 pm Subject: Re: BMC Support To: arslist@ARSLIST.ORG I have already put my two cents in on this one concerning the quality of support that we have received and have been watching this thread with interest. The one thing I haven't seen mentioned is any of the U.S. Federal customers concerns. I know that my federal customer is EXTREMELY concerned with our support being provided by non-us support personnel, too the point where they have been talking about looking for a U.S. only solution. All concerns on this issue raised to our BMC Federal Sales staff have been met with silence. I for one would be interested to know if there are other federal customers out there that share my customers concerns. Dave Moody friends. Drama queens. Your life? Nope! - their life, your story. Play Sims Stories at Yahoo! Games. http://sims.yahoo.com/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Reporting using BI Cognos
Since you're not reporting within Remedy, I see absolutely no reason why you shouldn't use an Oracle driver to report on the data. Ben Cantatore Remedy Administrator Avon (914) 935-2946 Terrence D Paskiewicz [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 09/19/2007 11:26 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Reporting using BI Cognos Hello Veerain, Please forgive my lack of Remedy terminology - I'm a report developer, not a Remedy admin or developer. We have some people here trying to do the same thing using Cognos 8.2. They attempted to connect via the Remedy ODBC but were not successful. Cognos 8.2 requires ODBC drivers to be compliant with ODBC spec 3.5 or higher. The Remedy-supplied ODBC drivers from AR 6.0 and 6.3 are written to an ODBC spec lower than 3.5. According to Remedy AR 7.0 release notes, the ODBC driver is enhanced and has ODBC spec 3.5 compatibility. I hope this helps. - Terry Let's see... Remedy AR 6.0.3 HP Ux 11 Oracle 10g Sr. Business Systems Analyst Corporate Information Technology ITCS Reporting Services Abbott 200 Abbott Park Road Dept: GA67, Bldg: NWJ46 Abbott Park, IL 60064-6370 Phone (847)937-1889 [EMAIL PROTECTED] This communication may contain information that is proprietary, confidential, or exempt from disclosure. If you are not the intended recipient, please note that any other dissemination, distribution, use or copying of this communication is strictly prohibited. Anyone who receives this message in error should notify the sender immediately by telephone or by return e-mail and delete it from his or her computer. Veerain G [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 09/18/2007 11:43 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Reporting using BI Cognos ** Hello Listers, ARS 5.1.2.and ARS 6.3 Oracle 9i Solaris We have BI Cognos 8.2 used for reporting in our organisation.Could Cognos be used for Remedy reporting. Is there anyone who has been able to create Remedy reports in Cognos by connecting through the Remedy ODBC? Any suggestions/pointers to get this working would be highly appreciated. I have searched through the archives and do not find much help in there.My earlier posts on this have not got any replies,so just trying again! Please help!!! Thanks and Regards, Veerain __20060125___This posting was submitted with HTML in it___ image/gif
Re: Reporting using BI Cognos
That's how we feel too. Unfortunately, our Remedy Support Team doesn't agree and we're limited to using the Remedy ODBC driver. One question: If you use an Oracle ODBC driver, do you see the table names and field names, or are you looking at table numbers and field numbers? - Terry Sr. Business Systems Analyst Corporate Information Technology ITCS Reporting Services Abbott 200 Abbott Park Road Dept: GA67, Bldg: NWJ46 Abbott Park, IL 60064-6370 Phone (847)937-1889 [EMAIL PROTECTED] This communication may contain information that is proprietary, confidential, or exempt from disclosure. If you are not the intended recipient, please note that any other dissemination, distribution, use or copying of this communication is strictly prohibited. Anyone who receives this message in error should notify the sender immediately by telephone or by return e-mail and delete it from his or her computer. Ben Cantatore [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 09/19/2007 11:17 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Reporting using BI Cognos Since you're not reporting within Remedy, I see absolutely no reason why you shouldn't use an Oracle driver to report on the data. Ben Cantatore Remedy Administrator Avon (914) 935-2946 Terrence D Paskiewicz [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 09/19/2007 11:26 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Reporting using BI Cognos Hello Veerain, Please forgive my lack of Remedy terminology - I'm a report developer, not a Remedy admin or developer. We have some people here trying to do the same thing using Cognos 8.2. They attempted to connect via the Remedy ODBC but were not successful. Cognos 8.2 requires ODBC drivers to be compliant with ODBC spec 3.5 or higher. The Remedy-supplied ODBC drivers from AR 6.0 and 6.3 are written to an ODBC spec lower than 3.5. According to Remedy AR 7.0 release notes, the ODBC driver is enhanced and has ODBC spec 3.5 compatibility. I hope this helps. - Terry Let's see... Remedy AR 6.0.3 HP Ux 11 Oracle 10g Sr. Business Systems Analyst Corporate Information Technology ITCS Reporting Services Abbott 200 Abbott Park Road Dept: GA67, Bldg: NWJ46 Abbott Park, IL 60064-6370 Phone (847)937-1889 [EMAIL PROTECTED] This communication may contain information that is proprietary, confidential, or exempt from disclosure. If you are not the intended recipient, please note that any other dissemination, distribution, use or copying of this communication is strictly prohibited. Anyone who receives this message in error should notify the sender immediately by telephone or by return e-mail and delete it from his or her computer. Veerain G [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 09/18/2007 11:43 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Reporting using BI Cognos ** Hello Listers, ARS 5.1.2.and ARS 6.3 Oracle 9i Solaris We have BI Cognos 8.2 used for reporting in our organisation.Could Cognos be used for Remedy reporting. Is there anyone who has been able to create Remedy reports in Cognos by connecting through the Remedy ODBC? Any suggestions/pointers to get this working would be highly appreciated. I have searched through the archives and do not find much help in there.My earlier posts on this have not got any replies,so just trying again! Please help!!! Thanks and Regards, Veerain __20060125___This posting was submitted with HTML in it___ image/gifimage/gif
Re: delete mass amount of records from ARS 5.1.2
Rabi, Thank You for your input. I will add this to my steps. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi Sent: Wednesday, September 19, 2007 8:32 AM To: arslist@ARSLIST.ORG Subject: Re: delete mass amount of records from ARS 5.1.2 Removing indexes would speed up the process, no matter you are doing it from AR System or database. You can rebuild them later. If you are doing it from database, one way would be to copy tables DDL statement, drop the table and rebuild it. In case you want to preserve any data, you can selectively export it to an identical temp table, drop the original table and then rename the temp table back. If you work on forms directly at database table, you will need to reference ARS 5 Database Reference guide to see the data dictionary to understand the table relationships for a ARS forms and repeat the process on all tables. With version 5, it shouldn't be too bad. Example: For Form A. Say main table is T20 (in arschema table) H20 will be status history table B20 will be attachment tables B20C536870917 will be the table where 0 length char field with ID C536870917 will be etc T20 All, I am going through an upgrade plan to 7.x. Before I begin my upgrade I would like to remove lots of data records form our remedy forms. I have a pretty good idea about remedy 5.1.2 patch 1375 data structure. I would like to find out if there is alternative safe and fast way to remove up to 1,000,000 records from couple of remedy forms. Most other forms are relatively small but I would like to employ a fast delete operation to minimize the outage period. Thank You Kamlesh Patel __ NOD32 2534 (20070917) Information __ This message was checked by NOD32 antivirus system. http://www.eset.com __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are Don't let your dream ride pass you by. Make it a reality with Yahoo! Autos. http://autos.yahoo.com/index.html ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
BMC Remedy Customer Support application or others
Hello All, I'd like to know how other companies utilize Remedy to support their external customers. Do you use Remedy out of box applications? CSS or other modules? Or use in house developed application? How do you like your current module? We are using out of box Remedy Customer Service Support as our CRM tool. Our sister company is interested to use it, but I don't think I want to recommend CSS at this time. As I heard (could be wrong), BMC has already stopped making any effort to enhance CSS, there is also a possibility they might even stop the support on CSS in the future. And, has anyone customized ITSM for external customer support purpose? If so, what was the effort? I'd like to hear your feedback, so I can make a good recommendation to our sister company. Thanks, Hui ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Reporting using BI Cognos
Ok, I think I understand the reluctance, yes, you see the tables and their cryptic names. The key is to ignore the tables and report of the views, which off of my oracle ODBC driver, I'm able to do just fine. Perhaps the solution for you is to create a simple report with the Oracle driver and show them and see how they respond. Ben Cantatore Remedy Administrator Avon (914) 935-2946 Terrence D Paskiewicz [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 09/19/2007 12:25 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Reporting using BI Cognos That's how we feel too. Unfortunately, our Remedy Support Team doesn't agree and we're limited to using the Remedy ODBC driver. One question: If you use an Oracle ODBC driver, do you see the table names and field names, or are you looking at table numbers and field numbers? - Terry Sr. Business Systems Analyst Corporate Information Technology ITCS Reporting Services Abbott 200 Abbott Park Road Dept: GA67, Bldg: NWJ46 Abbott Park, IL 60064-6370 Phone (847)937-1889 [EMAIL PROTECTED] This communication may contain information that is proprietary, confidential, or exempt from disclosure. If you are not the intended recipient, please note that any other dissemination, distribution, use or copying of this communication is strictly prohibited. Anyone who receives this message in error should notify the sender immediately by telephone or by return e-mail and delete it from his or her computer. Ben Cantatore [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 09/19/2007 11:17 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Reporting using BI Cognos Since you're not reporting within Remedy, I see absolutely no reason why you shouldn't use an Oracle driver to report on the data. Ben Cantatore Remedy Administrator Avon (914) 935-2946 Terrence D Paskiewicz [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 09/19/2007 11:26 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Reporting using BI Cognos Hello Veerain, Please forgive my lack of Remedy terminology - I'm a report developer, not a Remedy admin or developer. We have some people here trying to do the same thing using Cognos 8.2. They attempted to connect via the Remedy ODBC but were not successful. Cognos 8.2 requires ODBC drivers to be compliant with ODBC spec 3.5 or higher. The Remedy-supplied ODBC drivers from AR 6.0 and 6.3 are written to an ODBC spec lower than 3.5. According to Remedy AR 7.0 release notes, the ODBC driver is enhanced and has ODBC spec 3.5 compatibility. I hope this helps. - Terry Let's see... Remedy AR 6.0.3 HP Ux 11 Oracle 10g Sr. Business Systems Analyst Corporate Information Technology ITCS Reporting Services Abbott 200 Abbott Park Road Dept: GA67, Bldg: NWJ46 Abbott Park, IL 60064-6370 Phone (847)937-1889 [EMAIL PROTECTED] This communication may contain information that is proprietary, confidential, or exempt from disclosure. If you are not the intended recipient, please note that any other dissemination, distribution, use or copying of this communication is strictly prohibited. Anyone who receives this message in error should notify the sender immediately by telephone or by return e-mail and delete it from his or her computer. Veerain G [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 09/18/2007 11:43 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Reporting using BI Cognos ** Hello Listers, ARS 5.1.2.and ARS 6.3 Oracle 9i Solaris We have BI Cognos 8.2 used for reporting in our organisation.Could Cognos be used for Remedy reporting. Is there anyone who has been able to create Remedy reports in Cognos by connecting through the Remedy ODBC? Any suggestions/pointers to get this working would be highly appreciated. I have searched through the archives and do not find much help in there.My earlier posts on this have not got any replies,so just trying again! Please help!!! Thanks and Regards, Veerain __20060125___This posting was submitted with HTML in it___ image/gifimage/gif
Multi-Tenancy and CTM:People
Does anyone know how multi-tenancy and the People form (CTM:People) work together? We are trying to limit what a given user can see in CTM:People to only people in their own company and aren't having much luck. Has anyone done this and can you give us some hints? Thanks! J.T. Shyman ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Flashboards (Refresh)
Hello, I've trying to change the values of my Flashboard Variables, but I don't obtain the result in Mid-Tier. This is because the charts is at server?? Should I have to wait the reestart of Virtual Machine ?? Even with Active Links that works with Flashboards, when I modify it, the flashboards doesn't modify its action too. What's happened?? Thanks! P.S.: I'm sorry if my English is not better... rs Tadeu Augusto Dutra Pinto - IT Web Services ATM Cinq Technologies http://www.cinq.com.br [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] Fone: 41 3018-2833 - Cinq Fone: 41 3340-5736 - HSBC - Confiabilidade, Inovação e Qualidade em T.I. De: Action Request System discussion list(ARSList) em nome de [EMAIL PROTECTED] Enviada: qua 19/9/2007 13:11 Para: arslist@ARSLIST.ORG Assunto: Re: BMC Support ** Hi Dave, While we aren't a federal customer, I hadn't even thought about the security issues involved. You are bringing an important issue to the discussion. Best Regards, Tom Altamore - Original Message - From: [EMAIL PROTECTED] Date: Tuesday, September 18, 2007 9:11 pm Subject: Re: BMC Support To: arslist@ARSLIST.ORG I have already put my two cents in on this one concerning the quality of support that we have received and have been watching this thread with interest. The one thing I haven't seen mentioned is any of the U.S. Federal customers concerns. I know that my federal customer is EXTREMELY concerned with our support being provided by non-us support personnel, too the point where they have been talking about looking for a U.S. only solution. All concerns on this issue raised to our BMC Federal Sales staff have been met with silence. I for one would be interested to know if there are other federal customers out there that share my customers concerns. Dave Moody friends. Drama queens. Your life? Nope! - their life, your story. Play Sims Stories at Yahoo! Games. http://sims.yahoo.com/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Crystal Reports problem (U)
Hi Sandra, Sounds like it could be an ODBC Use Underscores error Check your Windows Control Panel Administrative Tools Data Source (ODBC) AR System ODBC Data Source Configuration Is the Use underscores checked? Check Remedy Tools Options Advanced Is the ODBC Use Underscores checked? Which ever you use - underscores Yes or No - must be consistent because your use of Crystal Reports with Remedy depends on this setting. Will check that tomorrow. BTW, what is the underscores thing? A workmate warned me. He said it caused some problems with crystal reports, when he activated the option. Mark ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Crystal Reports problem
Hi Joe, While creating the Crystal Report, have you set this 'large field' on your Crystal Reports 'To Grow' ?? If not you will need to do that on the field property of the report. Yes, I've set the To Grow option. As I mentioned it works fine, when I run the report inside of Crystal, so it seems like the driver is causing the trouble. Mark ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Crystal Reports problem (U)
Also inside the Crystal Designer when you Set Location the ODBC use underscores must match the User Tools - Options setting Basically the Report setting must match the User tool setting. The ODBC use underscores optios determines wether the ODBC driver will convert non database characters in form and field names into an underscore. i.e. A form called My:MainTicket will be referenced as My_MainTicket when the ODBC use underscores option is selected and My:MainTicket when the option is not selected. The same goes for fields. A field called Send Survey? will be referenced in the report as Send_Survey_ when the option is selected and Send Survey? when it is not. TIP --- Just before the report Window Open action in the Active Link do a Run Process action to set the ODBC use underscores setting so it will match with what was used in the Crystal Reports definition. To set the option on thru code do: PERFORM-ACTION-SET-PREFERENCE 23235 1 To set the option off thru code do: PERFORM-ACTION-SET-PREFERENCE 23235 0 TIP --- Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mark Milke Sent: Wednesday, September 19, 2007 12:15 PM To: arslist@ARSLIST.ORG Subject: Re: Crystal Reports problem (U) Hi Sandra, Sounds like it could be an ODBC Use Underscores error Check your Windows Control Panel Administrative Tools Data Source (ODBC) AR System ODBC Data Source Configuration Is the Use underscores checked? Check Remedy Tools Options Advanced Is the ODBC Use Underscores checked? Which ever you use - underscores Yes or No - must be consistent because your use of Crystal Reports with Remedy depends on this setting. Will check that tomorrow. BTW, what is the underscores thing? A workmate warned me. He said it caused some problems with crystal reports, when he activated the option. Mark ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Support
I have had this discussion with BMC Managers, and unless the Gov blatantly states, US personnel only - or Sensitive information in a AFI or AR .. they will not do it. I have tried and tried... but it seems no one cares about security anymore... OPSEC is just a word ... The countries on the BMC side are not Enemies so everything is just Flowers and Roses... I just feel like My Country is being coxed into a Sucker Punch.. But no one Cares.. Sad.. Sad situation.. Retirement in 60 days.. 8 - ) Signed: Sincerely Concerned for our Nation. On 9/18/07, [EMAIL PROTECTED] [EMAIL PROTECTED] wrote: ** I have already put my two cents in on this one concerning the quality of support that we have received and have been watching this thread with interest. The one thing I haven't seen mentioned is any of the U.S. Federal customers concerns. I know that my federal customer is EXTREMELY concerned with our support being provided by non-us support personnel, too the point where they have been talking about looking for a U.S. only solution. All concerns on this issue raised to our BMC Federal Sales staff have been met with silence. I for one would be interested to know if there are other federal customers out there that share my customers concerns. Dave -- Catch up on fall's hot new showshttp://us.rd.yahoo.com/tv/mail/tagline/falltv/evt=47093/*http://tv.yahoo.com/collections/3658+%0Aon Yahoo! TV. Watch previews, get listings, and more! __20060125___This posting was submitted with HTML in it___ -- Patrick Zandi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Changing Group Names
Is there an easy way to change Support Org and Group names in ITSM 7? (I think I hear people chuckling) :) Thanks! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Crystal Reports problem
Mark, Does your Crystal report have record selection? We found that you have to take the record selection out of the Crystal report and put it in the 'Base Qualification'. You could also specify the criteria on the Report Console each time you run the report or create and save the selection criteria from the Report Console. The ODBC that I use when I run from Crystal only has Replace '.' in object names in the Options for that connection. The 'AR System ODBC Data Source' has both Descending diary fields and Use underscores checked. - Terry Sr. Business Systems Analyst Corporate Information Technology ITCS Reporting Services Abbott 200 Abbott Park Road Dept: GA67, Bldg: NWJ46 Abbott Park, IL 60064-6370 Phone (847)937-1889 [EMAIL PROTECTED] This communication may contain information that is proprietary, confidential, or exempt from disclosure. If you are not the intended recipient, please note that any other dissemination, distribution, use or copying of this communication is strictly prohibited. Anyone who receives this message in error should notify the sender immediately by telephone or by return e-mail and delete it from his or her computer. Mark Milke [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 09/19/2007 12:16 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Crystal Reports problem Hi Joe, While creating the Crystal Report, have you set this 'large field' on your Crystal Reports 'To Grow' ?? If not you will need to do that on the field property of the report. Yes, I've set the To Grow option. As I mentioned it works fine, when I run the report inside of Crystal, so it seems like the driver is causing the trouble. Mark ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are image/gif
Re: ARS 7/Oracle and Firewalls/Network devices
Axton, Appreciate your input! I should have mentioned that we've been up and down that highway and haven't seen a blasted thing. (apologies to Glen Frey) What you are saying is exactly what I thought and we've disabled the idle timeout on the firewall. I know this may not be the same thing as preventing the firewall from using a state table but the firewall admin tells us he now sees idle connections with idle times 60 minutes. So, we're kind of thinking we've eliminated the firewall as a cause...although we may not have, we aren't pursuing that any longer. Actually, now that I re-read your post I don't think putting a specific rule will side-step state checking. The purpose of a state table on a firewall is to speed up handling of traffic by allowing already known good traffic to pass without undergoing validation against the rulebase for every packet. Adding a rule that allows a single port connection, which is what we had before, doesn't stop the state table from functioning. In fact, it may actually be what causes the connection to be put in the state table in the first place, no? Also, turning the firewall into, effectively, a packet-based firewall might have a detrimental affect on network throughput not only between AR and Oracle but for any other connections on that firewall due to increased overhead...or am I wrong? Additionally, we the firewall admin put in ANY-ANY rule in place a few nights ago and the problem is still occurring. I'd hoped that this would circumvent the state table but it apparently doesn't. I don't suppose there is a AR-based solution? We could keep trying changes on the network until we effectively distroy any semblance of the original network design but that wouldn't mollify anyone. In fact, it may have the opposite affect. We talked to BMC a few weeks ago and they told us theoretically that it would be possible to write a custom API that would run custom workflow (neither of which they could give us) that would hit all of the server's Oracle connections at the same time often enough to prevent anything from seeing them as idle. Does this sound like a good approach to anyone? Any and all thoughts and comments are welcome! Thanks! J.T. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Resolved problem - Error occurred in generating report. (ARERR 1658)
I hope this is useful to someone. I posted this error Error occurred in generating report. (ARERR 1658). I received helpful responses and I like to thank Joe D'Souza , Thad K Esser and Lynn Poston for their help. Responses that solved the problem (each workstation that had the problem needed one or more of the suggested solutions) 1.) Tick the 'Use of underscore' checkbox in the AR ODBC settings in the User DSN. (Start -- Control panel -- adminstrative tools -- Data Sources (ODBC) -- ODBC Data Source Administrator window pops up -- click on User DSN tab -- highlight (pick) AR System ODBC Data Source AR System ODBC Driver -- click configure -- check use underscores option -- ok . Make sure change was taken (sometimes you have to do it more than one time). 2.) When user logs in using a preference server specified in the login screen, clear preference server specified in the login screen . 3.) Clear the cache and generally monkey around with the settings and fix it, but it didn't always work. The error came back when we logged in using a preference server, which is the first time we were able to make the error come and go at our will. 4.) Reregistering the arodbc63.dll. That's what also causing our problem. Thank you again. Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Support
Zandi, you're retiring soon? Good job and congrats! At 60 days you're definitely a short-timer! Drew P.S. Yep, the DoD should have a security clause in every procurement contract. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Changing Group Names
Is there an easy way to do anything in ITSM 7.X? Doug From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Eli Schilling Sent: Wednesday, September 19, 2007 1:52 PM To: arslist@ARSLIST.ORG Subject: Changing Group Names Is there an easy way to change Support Org and Group names in ITSM 7? (I think I hear people chuckling) :) Thanks! __20060125___This posting was submitted with HTML in it___ DISCLAIMER Important! This message is intended for the above named person(s) only and is CONFIDENTIAL AND PROPRIETARY. If you are not the intended recipient of this e-mail and have received it in error, please immediately notify the sender by return email and then delete it from your mailbox. This message may be protected by the attorney-client privilege and/or work product doctrine. Accessing, copying, disseminating or re-using any of the information contained in this e-mail by anyone other than the intended recipient is strictly prohibited. Finally, you should check this email and any attachments for the presence of viruses, as the sender accepts no liability for any damage caused by any virus transmitted by this email. Thank you. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Changing Group Names
I've never messed with ITSM, but, after looking at the list, I can make the following of lists which Remedy has made easy in ITSM 1) Failing an install 2) Dragging an upgrade out for several weeks past the planned date 3) To change professions 4) To prevent further upgrades beyond current installed level 5) View other possible solutions outside of Remedy 6) To decide to stick with 6.X 7) To develop your own custom remedy-based solution 8) Justify additional training courses (ITSM Classes) 9) Justify the use of additional anti-depressants 10) To change to a job at the post-office in fear of people at your computer job going postal(ironic, eh?) Okay, I could go on and on, but I've had too many laughs for a non-Friday post. Perhaps we should fire this up tomorrow as a Friday post? 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 Tanner, Doug Sent: Wednesday, September 19, 2007 1:10 PM To: arslist@ARSLIST.ORG Subject: Re: Changing Group Names ** Is there an easy way to do anything in ITSM 7.X? Doug From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Eli Schilling Sent: Wednesday, September 19, 2007 1:52 PM To: arslist@ARSLIST.ORG Subject: Changing Group Names Is there an easy way to change Support Org and Group names in ITSM 7? (I think I hear people chuckling) :) Thanks! 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___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
You do not have write access ARERR [331] - permission errors
Hello Everyone, I added a field and three active links to the HPD:Helpdesk form (Helpdesk Application 5.6) in my development server. I am testing by login in my development server as a user that exists in the production server with the same group membership and with identical license types in the configuration manager. When I test by modifying a case status, I am getting errors such as: ARERR [331] You do not have write access (for this entry) to field : Status*, ARERR [331] You do not have write access (for this entry) to field : zTmpAppAdministratorGroupMember, ARERR [331] You do not have write access (for this entry) to field : zTmpAppManagementGroupMember, ARERR [331] You do not have write access (for this entry) to field : zTmpAppSupportGroupMember, ARERR [331] You do not have write access (for this entry) to field : zTmpAdministratorGroupMember, ARERR [331] You do not have write access (for this entry) to field : zGTmpGroupMemberFlag, ARERR [331] You do not have write access (for this entry) to field : Show, ARERR [331] You do not have write access (for this entry) to field : Work Log ARERR [331 .to field : zTmp. . My new active links have public permission and my new field have permissions with all the groups that my test user belongs to. For example the status* field permissions have Assignee, assignee group, App-Support and other groups. My test user is in the App-Support and other groups similar to the status field permissions. Did anyone experienced this problem?. can anyone help? Environment: --- AR system 6.3 --- Microsoft Windows server 2003 --- SQL server Database --- Helpdesk version 5.6 -- The client I am using is 6.03.00 patch 20. Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Changing Group Names
Tomorrow's Thursday. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr OC-ALC/ITMA Sent: Wednesday, September 19, 2007 1:29 PM To: arslist@ARSLIST.ORG Subject: Re: Changing Group Names I've never messed with ITSM, but, after looking at the list, I can make the following of lists which Remedy has made easy in ITSM 1) Failing an install 2) Dragging an upgrade out for several weeks past the planned date 3) To change professions 4) To prevent further upgrades beyond current installed level 5) View other possible solutions outside of Remedy 6) To decide to stick with 6.X 7) To develop your own custom remedy-based solution 8) Justify additional training courses (ITSM Classes) 9) Justify the use of additional anti-depressants 10) To change to a job at the post-office in fear of people at your computer job going postal(ironic, eh?) Okay, I could go on and on, but I've had too many laughs for a non-Friday post. Perhaps we should fire this up tomorrow as a Friday post? 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 Tanner, Doug Sent: Wednesday, September 19, 2007 1:10 PM To: arslist@ARSLIST.ORG Subject: Re: Changing Group Names ** Is there an easy way to do anything in ITSM 7.X? Doug From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Eli Schilling Sent: Wednesday, September 19, 2007 1:52 PM To: arslist@ARSLIST.ORG Subject: Changing Group Names Is there an easy way to change Support Org and Group names in ITSM 7? (I think I hear people chuckling) :) Thanks! 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___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Dedicated Queue for Mid-Tier
For all practical purposes, any queue can do any type of work. So, yes you lose the ability to split up your Mid Tier traffic into submit/update type work (Fast) and query work (List), but that distinction is not important. The important thing is the work gets done, and any private thread can do any of the work. Just make sure that you have enough private threads to handle the max number of concurrent operations you expect to have. To gauge this you should consider what percentage of your users will be coming in through Mid Tier. If, for example, you have 5 Fast and 5 List, and 50% of your users access the system through Mid Tier, then you could probably go with 5 private threads. I would advise starting with some rough estimate like this. Then capture API and SQL logs from your peak time and run them through BMC's Log Analyzer. That will break down thread activity levels. If you see that any of your private threads had a min idle time of 0, then there was some queuing of API calls and you may want to increase the number of threads. If there is no queuing, or if it only occurred a couple times, then you're probably okay. That's also a good routine to use when estimating Fast and List thread limits. Chad Hall (501) 342-2650 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Thad K Esser Sent: Tuesday, September 18, 2007 3:43 PM To: arslist@ARSLIST.ORG Subject: Re: Dedicated Queue for Mid-Tier ** I guess my concern is with the Fast and List queues. If you are using a private queue, you lose those distinctions (or do you?). It seems that could slow things down. Is overall performance still improved? Since everything is new with this installation, I've got the chance to optimize, and I want to take full advantage of that. Thanks, Thad Esser Remedy Developer Argue for your limitations, and sure enough, they're yours.-- Richard Bach Hall Chad - chahal [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 09/18/2007 01:01 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Dedicated Queue for Mid-Tier ** I'm not familiar with a white paper on this, but you should just be able to setup a new private queue in Remedy Administrator, specifying an appropriate Max Threads. Then in your Mid Tier config tool in the AR Server section, specify the RPC that corresponds to the private queue. Mid Tier should then connect exclusively on the private threads. Just be sure to use a Max Threads setting for that queue that is high enough that it won't bottleneck your Mid Tier traffic, yet low enough that it won't cause too much overhead on your AR Server. This should apply to any version of AR Server and Mid Tier. Chad Hall (501) 342-2650 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Thad K Esser Sent: Tuesday, September 18, 2007 2:35 PM To: arslist@ARSLIST.ORG Subject: Dedicated Queue for Mid-Tier ** Sorry about that last e-mail, I learned something about our mail servers today (don't put the word Private in the subject line). Anyway, my original question: Last year around this time, there was a discussion about using a private queue to improve Mid-Tier response. Someone mentioned that a white paper existed, but I'm not having any luck finding it now. If anyone could point me in the right direction that'd be great (can't seem to find the right keywords on BMCDN) (this will be for 7.1, mid-tier and ARS on separate servers) Thad Esser Remedy Developer Argue for your limitations, and sure enough, they're yours.-- Richard Bach ***IMPORTANT NOTICE: This communication, including any attachment, contains information that may be confidential or privileged, and is intended solely for the entity or individual to whom it is addressed. If you are not the intended recipient, you should delete this message and are hereby notified that any disclosure, copying, or distribution of this message is strictly prohibited. Nothing in this email, including any attachment, is intended to be a legally binding signature.*** __20060125___This posting was submitted with HTML in it___ * The information contained in this communication is confidential, is intended only for the use of the recipient named above, and may be legally privileged. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please resend this communication to the sender and delete the original message or any copy of it from your computer system. Thank you.
OT -- Sort Of: Computerworld reports on ITIL
Check out this article. I think it is about us - People resistant to ITIL, but forced into going there. I'm not resistant to ITIL, I guess, I just want an easier way to do it! http://www.computerworld.com/action/article.do?command=viewArticleBasic; articleId=9037418pageNumber=1 Thanks, Gary Opela, Jr Sr. Remedy Developer Leader Communications, Inc. 405 736 3211 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Dedicated Queue for Mid-Tier
If you set up a private queue for mid-tier to increase performance, would'nt you then loose performance some other place? The total number of requests the server is capable to perform should still be the same Otherwise; pertum mobile... -- Jarl On 9/19/07, Hall Chad - chahal [EMAIL PROTECTED] wrote: ** For all practical purposes, any queue can do any type of work. So, yes you lose the ability to split up your Mid Tier traffic into submit/update type work (Fast) and query work (List), but that distinction is not important. The important thing is the work gets done, and any private thread can do any of the work. Just make sure that you have enough private threads to handle the max number of concurrent operations you expect to have. To gauge this you should consider what percentage of your users will be coming in through Mid Tier. If, for example, you have 5 Fast and 5 List, and 50% of your users access the system through Mid Tier, then you could probably go with 5 private threads. I would advise starting with some rough estimate like this. Then capture API and SQL logs from your peak time and run them through BMC's Log Analyzer. That will break down thread activity levels. If you see that any of your private threads had a min idle time of 0, then there was some queuing of API calls and you may want to increase the number of threads. If there is no queuing, or if it only occurred a couple times, then you're probably okay. That's also a good routine to use when estimating Fast and List thread limits. *Chad Hall* (501) 342-2650 -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Thad K Esser *Sent:* Tuesday, September 18, 2007 3:43 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Dedicated Queue for Mid-Tier ** I guess my concern is with the Fast and List queues. If you are using a private queue, you lose those distinctions (or do you?). It seems that could slow things down. Is overall performance still improved? Since everything is new with this installation, I've got the chance to optimize, and I want to take full advantage of that. Thanks, *Thad Esser* Remedy Developer *Argue for your limitations, and sure enough, they're yours.*-- Richard Bach *Hall Chad - chahal [EMAIL PROTECTED]* Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 09/18/2007 01:01 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Dedicated Queue for Mid-Tier ** I'm not familiar with a white paper on this, but you should just be able to setup a new private queue in Remedy Administrator, specifying an appropriate Max Threads. Then in your Mid Tier config tool in the AR Server section, specify the RPC that corresponds to the private queue. Mid Tier should then connect exclusively on the private threads. Just be sure to use a Max Threads setting for that queue that is high enough that it won't bottleneck your Mid Tier traffic, yet low enough that it won't cause too much overhead on your AR Server. This should apply to any version of AR Server and Mid Tier. *Chad Hall* (501) 342-2650 -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Thad K Esser* Sent:* Tuesday, September 18, 2007 2:35 PM* To:* [EMAIL PROTECTED] Subject:* Dedicated Queue for Mid-Tier ** Sorry about that last e-mail, I learned something about our mail servers today (don't put the word Private in the subject line). Anyway, my original question: Last year around this time, there was a discussion about using a private queue to improve Mid-Tier response. Someone mentioned that a white paper existed, but I'm not having any luck finding it now. If anyone could point me in the right direction that'd be great (can't seem to find the right keywords on BMCDN) (this will be for 7.1, mid-tier and ARS on separate servers) * Thad Esser* Remedy Developer *Argue for your limitations, and sure enough, they're yours.*-- Richard Bach ***IMPORTANT NOTICE: This communication, including any attachment, contains information that may be confidential or privileged, and is intended solely for the entity or individual to whom it is addressed. If you are not the intended recipient, you should delete this message and are hereby notified that any disclosure, copying, or distribution of this message is strictly prohibited. Nothing in this email, including any attachment, is intended to be a legally binding signature.*** __20060125___This posting was submitted with HTML in it___ * The information contained in this communication is confidential, is intended only for the use of the recipient named above, and may be legally privileged. If the reader of this
Re: Changing Group Names
Man. I need a Saturday! 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 Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Wednesday, September 19, 2007 1:40 PM To: arslist@ARSLIST.ORG Subject: Re: Changing Group Names Tomorrow's Thursday. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr OC-ALC/ITMA Sent: Wednesday, September 19, 2007 1:29 PM To: arslist@ARSLIST.ORG Subject: Re: Changing Group Names I've never messed with ITSM, but, after looking at the list, I can make the following of lists which Remedy has made easy in ITSM 1) Failing an install 2) Dragging an upgrade out for several weeks past the planned date 3) To change professions 4) To prevent further upgrades beyond current installed level 5) View other possible solutions outside of Remedy 6) To decide to stick with 6.X 7) To develop your own custom remedy-based solution 8) Justify additional training courses (ITSM Classes) 9) Justify the use of additional anti-depressants 10) To change to a job at the post-office in fear of people at your computer job going postal(ironic, eh?) Okay, I could go on and on, but I've had too many laughs for a non-Friday post. Perhaps we should fire this up tomorrow as a Friday post? 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 Tanner, Doug Sent: Wednesday, September 19, 2007 1:10 PM To: arslist@ARSLIST.ORG Subject: Re: Changing Group Names ** Is there an easy way to do anything in ITSM 7.X? Doug From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Eli Schilling Sent: Wednesday, September 19, 2007 1:52 PM To: arslist@ARSLIST.ORG Subject: Changing Group Names Is there an easy way to change Support Org and Group names in ITSM 7? (I think I hear people chuckling) :) Thanks! 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___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Changing Group Names
Wow...the positivity is overwhelming! -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr OC-ALC/ITMA Sent: Wednesday, September 19, 2007 12:13 PM To: arslist@ARSLIST.ORG Subject: Re: Changing Group Names Man. I need a Saturday! 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 Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Wednesday, September 19, 2007 1:40 PM To: arslist@ARSLIST.ORG Subject: Re: Changing Group Names Tomorrow's Thursday. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr OC-ALC/ITMA Sent: Wednesday, September 19, 2007 1:29 PM To: arslist@ARSLIST.ORG Subject: Re: Changing Group Names I've never messed with ITSM, but, after looking at the list, I can make the following of lists which Remedy has made easy in ITSM 1) Failing an install 2) Dragging an upgrade out for several weeks past the planned date 3) To change professions 4) To prevent further upgrades beyond current installed level 5) View other possible solutions outside of Remedy 6) To decide to stick with 6.X 7) To develop your own custom remedy-based solution 8) Justify additional training courses (ITSM Classes) 9) Justify the use of additional anti-depressants 10) To change to a job at the post-office in fear of people at your computer job going postal(ironic, eh?) Okay, I could go on and on, but I've had too many laughs for a non-Friday post. Perhaps we should fire this up tomorrow as a Friday post? 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 Tanner, Doug Sent: Wednesday, September 19, 2007 1:10 PM To: arslist@ARSLIST.ORG Subject: Re: Changing Group Names ** Is there an easy way to do anything in ITSM 7.X? Doug From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Eli Schilling Sent: Wednesday, September 19, 2007 1:52 PM To: arslist@ARSLIST.ORG Subject: Changing Group Names Is there an easy way to change Support Org and Group names in ITSM 7? (I think I hear people chuckling) :) Thanks! 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___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: You do not have write access ARERR [331] - permission errors (U)
UNCLASSIFIED Is your test user assigned a Fixed or Floating license? 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 Jorge Polo Sent: Wednesday, September 19, 2007 2:36 PM To: arslist@ARSLIST.ORG Subject: You do not have write access ARERR [331] - permission errors ** Hello Everyone, I added a field and three active links to the HPD:Helpdesk form (Helpdesk Application 5.6) in my development server. I am testing by login in my development server as a user that exists in the production server with the same group membership and with identical license types in the configuration manager. When I test by modifying a case status, I am getting errors such as: ARERR [331] You do not have write access (for this entry) to field : Status*, ARERR [331] You do not have write access (for this entry) to field : zTmpAppAdministratorGroupMember, ARERR [331] You do not have write access (for this entry) to field : zTmpAppManagementGroupMember, ARERR [331] You do not have write access (for this entry) to field : zTmpAppSupportGroupMember, ARERR [331] You do not have write access (for this entry) to field : zTmpAdministratorGroupMember, ARERR [331] You do not have write access (for this entry) to field : zGTmpGroupMemberFlag, ARERR [331] You do not have write access (for this entry) to field : Show, ARERR [331] You do not have write access (for this entry) to field : Work Log ARERR [331 .to field : zTmp. . My new active links have public permission and my new field have permissions with all the groups that my test user belongs to. For example the status* field permissions have Assignee, assignee group, App-Support and other groups. My test user is in the App-Support and other groups similar to the status field permissions. Did anyone experienced this problem?. can anyone help? Environment: --- AR system 6.3 --- Microsoft Windows server 2003 --- SQL server Database --- Helpdesk version 5.6 -- The client I am using is 6.03.00 patch 20. Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are smime.p7s Description: S/MIME cryptographic signature
Re: You do not have write access ARERR [331] - permission errors (U)
Thank you for your response. If I look in the configuration manager people definition it shows AR License Type = Floating , Application License Type = Helpdesk-Floating and group list Access/App App-Support. The licenses are the same in the user table in the production server and the user table in the development server . All my new workflow and my new field in the HPD:Helpdesk form have Access/App and App-Support permissions. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Hennigan, Sandra H CTR OSD-CIO Sent: Wednesday, September 19, 2007 3:19 PM To: arslist@ARSLIST.ORG Subject: Re: You do not have write access ARERR [331] - permission errors (U) UNCLASSIFIED Is your test user assigned a Fixed or Floating license? 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 Jorge Polo Sent: Wednesday, September 19, 2007 2:36 PM To: arslist@ARSLIST.ORG Subject: You do not have write access ARERR [331] - permission errors ** Hello Everyone, I added a field and three active links to the HPD:Helpdesk form (Helpdesk Application 5.6) in my development server. I am testing by login in my development server as a user that exists in the production server with the same group membership and with identical license types in the configuration manager. When I test by modifying a case status, I am getting errors such as: ARERR [331] You do not have write access (for this entry) to field : Status*, ARERR [331] You do not have write access (for this entry) to field : zTmpAppAdministratorGroupMember, ARERR [331] You do not have write access (for this entry) to field : zTmpAppManagementGroupMember, ARERR [331] You do not have write access (for this entry) to field : zTmpAppSupportGroupMember, ARERR [331] You do not have write access (for this entry) to field : zTmpAdministratorGroupMember, ARERR [331] You do not have write access (for this entry) to field : zGTmpGroupMemberFlag, ARERR [331] You do not have write access (for this entry) to field : Show, ARERR [331] You do not have write access (for this entry) to field : Work Log ARERR [331 .to field : zTmp. . My new active links have public permission and my new field have permissions with all the groups that my test user belongs to. For example the status* field permissions have Assignee, assignee group, App-Support and other groups. My test user is in the App-Support and other groups similar to the status field permissions. Did anyone experienced this problem?. can anyone help? Environment: --- AR system 6.3 --- Microsoft Windows server 2003 --- SQL server Database --- Helpdesk version 5.6 -- The client I am using is 6.03.00 patch 20. Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Consuming Web Services using Basic Authentication
I am trying to use Basic Authentication to consume an external web service. I have tried using the username and password in the Basic Authentication section of a Filter/ESC and also setting it in Web Service Setting section of the Mid Tier Configuration; also tried a combination of both. The plug-in log indicates that there is no SOAP header info being passed. Is there something I have missed? Is there a way to add authentication info to the SOAP header manually? ARS 7.0.1 patch004 Oracle 10.2 Win2K3 for ARS and MidTier The WSDL is for an OOB HP OpenView ServiceCenter(6.2) ChangeManagement and I am trying to invoke the CreateChange operation. I have been able to successfully invoke the same using SOAP UI. Any suggestions/inputs? Thanks, Subash arplugin log== PLGN TID: 005708 RPC ID: 14 Queue: ARFILTERAPI Client- RPC: 390695 /* Wed Sep 12 2007 14:45:00.7850 */ FINE Number of inputs = 15 PLGN TID: 005708 RPC ID: 14 Queue: ARFILTERAPI Client- RPC: 390695 /* Wed Sep 12 2007 14:45:00.9560 */ FINE Input Env = soapenv:Envelope xmlns:soapenv=http://schemas.xmlsoap.org/soap/ envelope/ xmlns:xsd=http://www.w3.org/2001/XMLSchema; xmlns:xsi=http://www.w3.org/2001/XMLSchema-instance; soapenv:Body ns1:CreateChangeRequest attachmentData= attachmentInfo= ignoreEmptyElements= xmlns:ns0=urn:ChangeManagement xmlns:ns1=http://servicecenter.peregrine.com/PWS; xmlns:ns2=http:// servicecenter.peregrine.com/PWS/Common xmlns:xsd=http://www.w3.org/ 2001/XMLSchema xmlns:xsi=http://www.w3.org/2001/XMLSchema-instance; == ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: You do not have write access ARERR [331] - permission errors (U)
UNCLASSIFIED Log in as your test user. Then, logged in as Administrator, verify that the test user has been assigned the Floating license. 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 Jorge Polo Sent: Wednesday, September 19, 2007 3:43 PM To: arslist@ARSLIST.ORG Subject: Re: You do not have write access ARERR [331] - permission errors (U) Thank you for your response. If I look in the configuration manager people definition it shows AR License Type = Floating , Application License Type = Helpdesk-Floating and group list Access/App App-Support. The licenses are the same in the user table in the production server and the user table in the development server . All my new workflow and my new field in the HPD:Helpdesk form have Access/App and App-Support permissions. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Hennigan, Sandra H CTR OSD-CIO Sent: Wednesday, September 19, 2007 3:19 PM To: arslist@ARSLIST.ORG Subject: Re: You do not have write access ARERR [331] - permission errors (U) UNCLASSIFIED Is your test user assigned a Fixed or Floating license? 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 Jorge Polo Sent: Wednesday, September 19, 2007 2:36 PM To: arslist@ARSLIST.ORG Subject: You do not have write access ARERR [331] - permission errors ** Hello Everyone, I added a field and three active links to the HPD:Helpdesk form (Helpdesk Application 5.6) in my development server. I am testing by login in my development server as a user that exists in the production server with the same group membership and with identical license types in the configuration manager. When I test by modifying a case status, I am getting errors such as: ARERR [331] You do not have write access (for this entry) to field : Status*, ARERR [331] You do not have write access (for this entry) to field : zTmpAppAdministratorGroupMember, ARERR [331] You do not have write access (for this entry) to field : zTmpAppManagementGroupMember, ARERR [331] You do not have write access (for this entry) to field : zTmpAppSupportGroupMember, ARERR [331] You do not have write access (for this entry) to field : zTmpAdministratorGroupMember, ARERR [331] You do not have write access (for this entry) to field : zGTmpGroupMemberFlag, ARERR [331] You do not have write access (for this entry) to field : Show, ARERR [331] You do not have write access (for this entry) to field : Work Log ARERR [331 .to field : zTmp. . My new active links have public permission and my new field have permissions with all the groups that my test user belongs to. For example the status* field permissions have Assignee, assignee group, App-Support and other groups. My test user is in the App-Support and other groups similar to the status field permissions. Did anyone experienced this problem?. can anyone help? Environment: --- AR system 6.3 --- Microsoft Windows server 2003 --- SQL server Database --- Helpdesk version 5.6 -- The client I am using is 6.03.00 patch 20. Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are smime.p7s Description: S/MIME cryptographic signature
Re: Changing Group Names
Or reality :-) -- Jarl On 9/19/07, Eli Schilling [EMAIL PROTECTED] wrote: Wow...the positivity is overwhelming! -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr OC-ALC/ITMA Sent: Wednesday, September 19, 2007 12:13 PM To: arslist@ARSLIST.ORG Subject: Re: Changing Group Names Man. I need a Saturday! 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 Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Wednesday, September 19, 2007 1:40 PM To: arslist@ARSLIST.ORG Subject: Re: Changing Group Names Tomorrow's Thursday. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr OC-ALC/ITMA Sent: Wednesday, September 19, 2007 1:29 PM To: arslist@ARSLIST.ORG Subject: Re: Changing Group Names I've never messed with ITSM, but, after looking at the list, I can make the following of lists which Remedy has made easy in ITSM 1) Failing an install 2) Dragging an upgrade out for several weeks past the planned date 3) To change professions 4) To prevent further upgrades beyond current installed level 5) View other possible solutions outside of Remedy 6) To decide to stick with 6.X 7) To develop your own custom remedy-based solution 8) Justify additional training courses (ITSM Classes) 9) Justify the use of additional anti-depressants 10) To change to a job at the post-office in fear of people at your computer job going postal(ironic, eh?) Okay, I could go on and on, but I've had too many laughs for a non-Friday post. Perhaps we should fire this up tomorrow as a Friday post? 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 Tanner, Doug Sent: Wednesday, September 19, 2007 1:10 PM To: arslist@ARSLIST.ORG Subject: Re: Changing Group Names ** Is there an easy way to do anything in ITSM 7.X? Doug From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Eli Schilling Sent: Wednesday, September 19, 2007 1:52 PM To: arslist@ARSLIST.ORG Subject: Changing Group Names Is there an easy way to change Support Org and Group names in ITSM 7? (I think I hear people chuckling) :) Thanks! 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___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Dedicated Queue for Mid-Tier
Thank you for the detailed explanation, that helps. Having actually never needed to configure a private queue, are there any standards on which ones (in the available ranges) are used for what purposes (obviously, I have mid-tier in mind right now)? Thad Esser Remedy Developer Argue for your limitations, and sure enough, they're yours.-- Richard Bach Hall Chad - chahal [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 09/19/2007 11:49 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Dedicated Queue for Mid-Tier ** For all practical purposes, any queue can do any type of work. So, yes you lose the ability to split up your Mid Tier traffic into submit/update type work (Fast) and query work (List), but that distinction is not important. The important thing is the work gets done, and any private thread can do any of the work. Just make sure that you have enough private threads to handle the max number of concurrent operations you expect to have. To gauge this you should consider what percentage of your users will be coming in through Mid Tier. If, for example, you have 5 Fast and 5 List, and 50% of your users access the system through Mid Tier, then you could probably go with 5 private threads. I would advise starting with some rough estimate like this. Then capture API and SQL logs from your peak time and run them through BMC?s Log Analyzer. That will break down thread activity levels. If you see that any of your private threads had a min idle time of 0, then there was some queuing of API calls and you may want to increase the number of threads. If there is no queuing, or if it only occurred a couple times, then you?re probably okay. That?s also a good routine to use when estimating Fast and List thread limits. Chad Hall (501) 342-2650 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Thad K Esser Sent: Tuesday, September 18, 2007 3:43 PM To: arslist@ARSLIST.ORG Subject: Re: Dedicated Queue for Mid-Tier ** I guess my concern is with the Fast and List queues. If you are using a private queue, you lose those distinctions (or do you?). It seems that could slow things down. Is overall performance still improved? Since everything is new with this installation, I've got the chance to optimize, and I want to take full advantage of that. Thanks, Thad Esser Remedy Developer Argue for your limitations, and sure enough, they're yours.-- Richard Bach Hall Chad - chahal [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 09/18/2007 01:01 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Dedicated Queue for Mid-Tier ** I?m not familiar with a white paper on this, but you should just be able to setup a new private queue in Remedy Administrator, specifying an appropriate Max Threads. Then in your Mid Tier config tool in the AR Server section, specify the RPC that corresponds to the private queue. Mid Tier should then connect exclusively on the private threads. Just be sure to use a Max Threads setting for that queue that is high enough that it won?t bottleneck your Mid Tier traffic, yet low enough that it won?t cause too much overhead on your AR Server. This should apply to any version of AR Server and Mid Tier. Chad Hall (501) 342-2650 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Thad K Esser Sent: Tuesday, September 18, 2007 2:35 PM To: arslist@ARSLIST.ORG Subject: Dedicated Queue for Mid-Tier ** Sorry about that last e-mail, I learned something about our mail servers today (don't put the word Private in the subject line). Anyway, my original question: Last year around this time, there was a discussion about using a private queue to improve Mid-Tier response. Someone mentioned that a white paper existed, but I'm not having any luck finding it now. If anyone could point me in the right direction that'd be great (can't seem to find the right keywords on BMCDN) (this will be for 7.1, mid-tier and ARS on separate servers) Thad Esser Remedy Developer Argue for your limitations, and sure enough, they're yours.-- Richard Bach ***IMPORTANT NOTICE: This communication, including any attachment, contains information that may be confidential or privileged, and is intended solely for the entity or individual to whom it is addressed. If you are not the intended recipient, you should delete this message and are hereby notified that any disclosure, copying, or distribution of this message is strictly prohibited. Nothing in this email, including any attachment, is intended to be a legally binding signature.*** __20060125___This posting was submitted with HTML in it___ * The
Re: Custom Request ID/GUID
Thank you, Joe and Carey, for the excellent responses. I think I am going to go ahead and set up and index a custom character field as my date-based ticket number using the information you have provided, I'll send a quick reply once I've verified that the procedure works as expected (probably next week at the earliest). Thank you once again. -Paul _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Wednesday, September 19, 2007 8:49 AM To: arslist@ARSLIST.ORG Subject: Re: Custom Request ID/GUID ** One of the problem with using the Request ID to change on a nightly basis, is that you have to cache the definitions on a nightly basis just after the Escalation to set the prefix is run. So basically this would lead to a slight nightly overhead everytime you cycle the definition cache by running a process arsignal -g server name. This may not be very healthy for your system. Another drawback is when you are searching for ticket 123, you will get ticket 123 for every day, as the prefix is ignored when searches are performed on ID 1. And you cannot really alter this as search defined to field ID 1 are cannot really be user modified, where it ignores the prefix and searches for a match only in the non prefix part. This would be in your control on a custom field as this field would have the same search behavior as any other custom field. Another suggestion when creating the string YEAR($DATE$) + MONTH($DATE$) + DAY($DATE$). Do not do this in a single action. Or your results for 2007 + 09 + 18 will be 2038. It adds up as a single integer before converting it to a string while setting it to a string. Instead have 3 Set field actions. One for setting $CustomID$ to YEAR($DATE$), another for resetting it to $CustomID$ + MONTH($DATE$) and the third for resetting it to $CustomID$ + DAY($DATE$). This will append it as a string instead of a numerical addition. Cheers Joe D'Souza -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Carey Matthew Black Sent: Wednesday, September 19, 2007 9:37 AM To: arslist@ARSLIST.ORG Subject: Re: Custom Request ID/GUID Paul, Actually I think it can be done. ( I have seen it done.) HOWEVER, I would most strongly advise against this type of modification. What Joe suggested, using a non-core field, is a much better design IMO. The 'Request ID' field can have a prefix that is changed nightly with an escalation changing the value via direct SQL. If the prefix-of-the-day is set to YEAR($DATE$) + MONTH($DATE$) + DAY($DATE$) + - then I think the result would be values like this... 20070918-000123 I do think you would have to live with the zero padded count-for-the-day part. If you have a 15 character length for the Request ID field. If you have a 13 character length for the Request ID field then the values would be like this 20070918-0123, and you would be limited to only being able to support 10,000 tickets a day. (MAX) And very bad things would happen if you ever tried to submit that 10,001 ticket. Not to mention that searching for tickets other than for today only by the count-for-the-day part would not be a nice search. Not to mention that you would be creating gaps and limiting the total number of records that the ARS form could ever hold daily. So in case it is not obvious by now... use a field other than field 1 for this type of value. :) Let ARS be ARS, and leave the Field 1 without a prefix and a length of 15 and you will save yourself a lot of possible long term problems. -- 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 9/18/07, Joe D'Souza [EMAIL PROTECTED] wrote: ** Paul, What you are looking for cannot be done using any Out-Of-The-Box features of Remedy. Having said that, it is however possible to implement what you want by creating a custom field to store this ID that you wish to generate. The easiest way to achieve this would be to create a counter form that would keep the counter (in your example 123), that would reset to 0 at midnight every night using an escalation. On creation of a ticket, you perform a push field action, preferably as the last execution order of a filter which has a phase override, to this form containing the counter, to set the counter to existing counter value + 1 and retrieve this set value to your current transaction. Retrieve this value set on that form, and set it to the current $YEAR$ + $MONTH$ + $DAY$ + $counter$ on a character field that would be used as that custom ID. Do not forget to index this ID as I'm pretty sure you will be using it to retrieve either through user searches on that table or perhaps through workflow. Cheers Joe -Original Message- From: Action Request System discussion list(ARSList)
Re: Dedicated Queue for Mid-Tier
I would also add that... Jarl is correct that more resources are needed to run more Server threads. But the question is does your ARS server hardware (and DB hardware) have more resources to give? If yes, then more threads will allow more concurrent traffic through the whole chain. If no... then adding more threads will slow down the existing threads too. On the other side of things One of the main points of a Private server queue is to prevent other clients/users from getting in the way. So if you have your uneducated users using the general pool of fast/list threads and you have 3 separate mid-Tier servers that you do not want to be blocked by your uneducated users then you could setup a private server per Mid-Tier. This would prevent the Mid-Tier's from waiting on each other or the other users. If you know that Mid-Tier #1 is configured for 10 concurrent users then that private server might only need 2 or 4 threads total. However if Mid-Tier #2 is configured to support 2000 concurrent users, well.. it needs more threads than 4 to support those users. :) Also... if you have things like command line programs that do batch processing then you might also want those scripts to connect to a different private queue so that they are not blocked by Mid-Tier traffic or other users too. In general I think of it this way A private queue is like a highway into a city (the ARS server). The highway can have any number of lanes for traffic (threads). The limiting factor is how big the city(hardware/network/db) is. If your city only has one 4 way stop light (a desktop PC) then you likely can not support 7 independent highways no matter how many lanes each one has. :) I would advocate that you turn on Server Statistics and watch a few values to get a feel for your load/needs... ( to name a few) 'ARServer Idle Time' 'Network Responding Time' 'Number of Threads' 'Num Queue Items Blocked Count' 'Queue Items Blocked Count' 'Restricted Read Only Connections' 'Read Only Lic Connections' 'Floating Write Lic Connections' 'Fixed Write Lic Connections' 'Number of Current Users' If your stats are per individual queue then you will have a better idea of how these things break down by queue too. 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 9/19/07, Jarl Grøneng [EMAIL PROTECTED] wrote: ** If you set up a private queue for mid-tier to increase performance, would'nt you then loose performance some other place? The total number of requests the server is capable to perform should still be the same Otherwise; pertum mobile... -- Jarl On 9/19/07, Hall Chad - chahal [EMAIL PROTECTED] wrote: ** For all practical purposes, any queue can do any type of work. So, yes you lose the ability to split up your Mid Tier traffic into submit/update type work (Fast) and query work (List), but that distinction is not important. The important thing is the work gets done, and any private thread can do any of the work. Just make sure that you have enough private threads to handle the max number of concurrent operations you expect to have. To gauge this you should consider what percentage of your users will be coming in through Mid Tier. If, for example, you have 5 Fast and 5 List, and 50% of your users access the system through Mid Tier, then you could probably go with 5 private threads. I would advise starting with some rough estimate like this. Then capture API and SQL logs from your peak time and run them through BMC's Log Analyzer. That will break down thread activity levels. If you see that any of your private threads had a min idle time of 0, then there was some queuing of API calls and you may want to increase the number of threads. If there is no queuing, or if it only occurred a couple times, then you're probably okay. That's also a good routine to use when estimating Fast and List thread limits. Chad Hall (501) 342-2650 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: You do not have write access ARERR [331] - permission errors (U)
I Logged in as the test user. Then I logged in as Administrator. In my administrator tool I clicked on File-- Licenses -- Manage User License and in my manage user licenses window I see under license category server me with a fixed license and my test user with a read(Floating) license. Under license category Application I don't see anybody. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Hennigan, Sandra H CTR OSD-CIO Sent: Wednesday, September 19, 2007 3:56 PM To: arslist@ARSLIST.ORG Subject: Re: You do not have write access ARERR [331] - permission errors (U) UNCLASSIFIED Log in as your test user. Then, logged in as Administrator, verify that the test user has been assigned the Floating license. 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 Jorge Polo Sent: Wednesday, September 19, 2007 3:43 PM To: arslist@ARSLIST.ORG Subject: Re: You do not have write access ARERR [331] - permission errors (U) Thank you for your response. If I look in the configuration manager people definition it shows AR License Type = Floating , Application License Type = Helpdesk-Floating and group list Access/App App-Support. The licenses are the same in the user table in the production server and the user table in the development server . All my new workflow and my new field in the HPD:Helpdesk form have Access/App and App-Support permissions. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Hennigan, Sandra H CTR OSD-CIO Sent: Wednesday, September 19, 2007 3:19 PM To: arslist@ARSLIST.ORG Subject: Re: You do not have write access ARERR [331] - permission errors (U) UNCLASSIFIED Is your test user assigned a Fixed or Floating license? 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 Jorge Polo Sent: Wednesday, September 19, 2007 2:36 PM To: arslist@ARSLIST.ORG Subject: You do not have write access ARERR [331] - permission errors ** Hello Everyone, I added a field and three active links to the HPD:Helpdesk form (Helpdesk Application 5.6) in my development server. I am testing by login in my development server as a user that exists in the production server with the same group membership and with identical license types in the configuration manager. When I test by modifying a case status, I am getting errors such as: ARERR [331] You do not have write access (for this entry) to field : Status*, ARERR [331] You do not have write access (for this entry) to field : zTmpAppAdministratorGroupMember, ARERR [331] You do not have write access (for this entry) to field : zTmpAppManagementGroupMember, ARERR [331] You do not have write access (for this entry) to field : zTmpAppSupportGroupMember, ARERR [331] You do not have write access (for this entry) to field : zTmpAdministratorGroupMember, ARERR [331] You do not have write access (for this entry) to field : zGTmpGroupMemberFlag, ARERR [331] You do not have write access (for this entry) to field : Show, ARERR [331] You do not have write access (for this entry) to field : Work Log ARERR [331 .to field : zTmp. . My new active links have public permission and my new field have permissions with all the groups that my test user belongs to. For example the status* field permissions have Assignee, assignee group, App-Support and other groups. My test user is in the App-Support and other groups similar to the status field permissions. Did anyone experienced this problem?. can anyone help? Environment: --- AR system 6.3 --- Microsoft Windows server 2003 --- SQL server Database --- Helpdesk version 5.6 -- The client I am using is 6.03.00 patch 20. Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception,
Re: OT -- Sort Of: Computerworld reports on ITIL
Gary, Read the remarks and find some comfort.. Change always costs money.. and More legislation does not make a better worker... Does anyone on the list remember Cecil Lawson ? I'll bet he is not an ITIL fan... The Problem is that ITIL has now be Legislated from Congress to do it that way... Why? COMMERCE !!! The problem is the overhead on a companies manpower Really Stresses it to the Breaking Point.. With little or no Return.. I don't do processes, just because I can and because they are there... I do them because they make sense, Save money, Save time, and Energy. ITIL does none of those.. so I am against it... I am a RedNeck I guess.. Why buy a new Maserati with all the latest smog, and computers, and bells and whistles.. when a 67 Chevy will do the trick for 89K less.. Cause I can? So who is artificially stimulating the economy now? Cohen in congress with a mandate that we use ITIL.. Yeah that will save us money? Spending more always saves us money... 8-( WRONG CHANGE ALWAYS COSTS MONEY !!! The only reason we are spending more money, is because we are not content and no one is standing in the Gap to say... No. On 9/19/07, Opela, Gary L Contr OC-ALC/ITMA [EMAIL PROTECTED] wrote: ** Check out this article. I think it is about us – People resistant to ITIL, but forced into going there. I'm not resistant to ITIL, I guess, I just want an easier way to do it! http://www.computerworld.com/action/article.do?command=viewArticleBasicarticleId=9037418pageNumber=1 Thanks, Gary Opela, Jr Sr. Remedy Developer Leader Communications, Inc. 405 736 3211 __20060125___This posting was submitted with HTML in it___ -- Patrick Zandi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: OT -- Sort Of: Computerworld reports on ITIL
http://en.wikipedia.org/wiki/Clinger-Cohen_Act On 9/19/07, patrick zandi [EMAIL PROTECTED] wrote: Gary, Read the remarks and find some comfort.. Change always costs money.. and More legislation does not make a better worker... Does anyone on the list remember Cecil Lawson ? I'll bet he is not an ITIL fan... The Problem is that ITIL has now be Legislated from Congress to do it that way... Why? COMMERCE !!! The problem is the overhead on a companies manpower Really Stresses it to the Breaking Point.. With little or no Return.. I don't do processes, just because I can and because they are there... I do them because they make sense, Save money, Save time, and Energy. ITIL does none of those.. so I am against it... I am a RedNeck I guess.. Why buy a new Maserati with all the latest smog, and computers, and bells and whistles.. when a 67 Chevy will do the trick for 89K less.. Cause I can? So who is artificially stimulating the economy now? Cohen in congress with a mandate that we use ITIL.. Yeah that will save us money? Spending more always saves us money... 8-(WRONG CHANGE ALWAYS COSTS MONEY !!! The only reason we are spending more money, is because we are not content and no one is standing in the Gap to say... No. On 9/19/07, Opela, Gary L Contr OC-ALC/ITMA [EMAIL PROTECTED] wrote: ** Check out this article. I think it is about us – People resistant to ITIL, but forced into going there. I'm not resistant to ITIL, I guess, I just want an easier way to do it! http://www.computerworld.com/action/article.do?command=viewArticleBasicarticleId=9037418pageNumber=1 Thanks, Gary Opela, Jr Sr. Remedy Developer Leader Communications, Inc. 405 736 3211 __20060125___This posting was submitted with HTML in it___ -- Patrick Zandi -- Patrick Zandi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: You do not have write access ARERR [331] - permission errors (U)
Have floating licenses been applied to the dev server? It looks like there aren't any floating licenses available to pick up if it is showing read (Floating). John -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jorge Polo Sent: Wednesday, September 19, 2007 1:27 PM To: arslist@ARSLIST.ORG Subject: Re: You do not have write access ARERR [331] - permission errors (U) I Logged in as the test user. Then I logged in as Administrator. In my administrator tool I clicked on File-- Licenses -- Manage User License and in my manage user licenses window I see under license category server me with a fixed license and my test user with a read(Floating) license. Under license category Application I don't see anybody. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Hennigan, Sandra H CTR OSD-CIO Sent: Wednesday, September 19, 2007 3:56 PM To: arslist@ARSLIST.ORG Subject: Re: You do not have write access ARERR [331] - permission errors (U) UNCLASSIFIED Log in as your test user. Then, logged in as Administrator, verify that the test user has been assigned the Floating license. 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 Jorge Polo Sent: Wednesday, September 19, 2007 3:43 PM To: arslist@ARSLIST.ORG Subject: Re: You do not have write access ARERR [331] - permission errors (U) Thank you for your response. If I look in the configuration manager people definition it shows AR License Type = Floating , Application License Type = Helpdesk-Floating and group list Access/App App-Support. The licenses are the same in the user table in the production server and the user table in the development server . All my new workflow and my new field in the HPD:Helpdesk form have Access/App and App-Support permissions. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Hennigan, Sandra H CTR OSD-CIO Sent: Wednesday, September 19, 2007 3:19 PM To: arslist@ARSLIST.ORG Subject: Re: You do not have write access ARERR [331] - permission errors (U) UNCLASSIFIED Is your test user assigned a Fixed or Floating license? 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 Jorge Polo Sent: Wednesday, September 19, 2007 2:36 PM To: arslist@ARSLIST.ORG Subject: You do not have write access ARERR [331] - permission errors ** Hello Everyone, I added a field and three active links to the HPD:Helpdesk form (Helpdesk Application 5.6) in my development server. I am testing by login in my development server as a user that exists in the production server with the same group membership and with identical license types in the configuration manager. When I test by modifying a case status, I am getting errors such as: ARERR [331] You do not have write access (for this entry) to field : Status*, ARERR [331] You do not have write access (for this entry) to field : zTmpAppAdministratorGroupMember, ARERR [331] You do not have write access (for this entry) to field : zTmpAppManagementGroupMember, ARERR [331] You do not have write access (for this entry) to field : zTmpAppSupportGroupMember, ARERR [331] You do not have write access (for this entry) to field : zTmpAdministratorGroupMember, ARERR [331] You do not have write access (for this entry) to field : zGTmpGroupMemberFlag, ARERR [331] You do not have write access (for this entry) to field : Show, ARERR [331] You do not have write access (for this entry) to field : Work Log ARERR [331 .to field : zTmp. . My new active links have public permission and my new field have permissions with all the groups that my test user belongs to. For example the status* field permissions have Assignee, assignee group, App-Support and other groups. My test user is in the App-Support and other groups similar to the status field permissions. Did anyone experienced this problem?. can anyone help? Environment: --- AR system 6.3 --- Microsoft Windows server 2003 --- SQL server Database --- Helpdesk version 5.6 -- The client I am using is 6.03.00 patch 20. Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message.
Re: OT -- Sort Of: Computerworld reports on ITIL
Correct 100%. I would like to see rock-solid, irrefutable case studies that show how implementing ITIL in a mature environment saves money or delivers some other quantifiable benefit. I do NOT want to hear the old clichés: - Constant process improvement. - Better management of services and service delivery. - Improved integration of maturity models. - Enhanced process standardization. - Blah, blah, blah... No! A) Speak English and B) Show me RESULTS, not buzzwords. Show me NUMBERS! Show me the MONEY! How has ITIL made a large company more profitable?! I want to see it. I'd especially like to see how a full implementation of BMC's ITSM suite has made a sizable company more profitable. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of patrick zandi Sent: Wednesday, September 19, 2007 3:26 PM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL ** Gary, Read the remarks and find some comfort.. Change always costs money.. and More legislation does not make a better worker... Does anyone on the list remember Cecil Lawson ? I'll bet he is not an ITIL fan... The Problem is that ITIL has now be Legislated from Congress to do it that way... Why? COMMERCE !!! The problem is the overhead on a companies manpower Really Stresses it to the Breaking Point.. With little or no Return.. I don't do processes, just because I can and because they are there... I do them because they make sense, Save money, Save time, and Energy. ITIL does none of those.. so I am against it... I am a RedNeck I guess.. Why buy a new Maserati with all the latest smog, and computers, and bells and whistles.. when a 67 Chevy will do the trick for 89K less.. Cause I can? So who is artificially stimulating the economy now? Cohen in congress with a mandate that we use ITIL.. Yeah that will save us money? Spending more always saves us money... 8-( WRONG CHANGE ALWAYS COSTS MONEY !!! The only reason we are spending more money, is because we are not content and no one is standing in the Gap to say... No. On 9/19/07, Opela, Gary L Contr OC-ALC/ITMA [EMAIL PROTECTED] wrote: ** Check out this article. I think it is about us - People resistant to ITIL, but forced into going there. I'm not resistant to ITIL, I guess, I just want an easier way to do it! http://www.computerworld.com/action/article.do?command=viewArticleBasicarticleId=9037418pageNumber=1 http://www.computerworld.com/action/article.do?command=viewArticleBasicarticleId=9037418pageNumber=1 Thanks, Gary Opela, Jr Sr. Remedy Developer Leader Communications, Inc. 405 736 3211 __20060125___This posting was submitted with HTML in it___ -- Patrick Zandi __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: You do not have write access ARERR [331] - permission errors (U)
UNCLASSIFIED Then that is the likely explanation; the test user must be assigned the floating license as Write to update the fields. The You do not have write access error is likely due to the test user not having a Write license. 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 Jorge Polo Sent: Wednesday, September 19, 2007 4:27 PM To: arslist@ARSLIST.ORG Subject: Re: You do not have write access ARERR [331] - permission errors (U) I Logged in as the test user. Then I logged in as Administrator. In my administrator tool I clicked on File-- Licenses -- Manage User License and in my manage user licenses window I see under license category server me with a fixed license and my test user with a read(Floating) license. Under license category Application I don't see anybody. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Hennigan, Sandra H CTR OSD-CIO Sent: Wednesday, September 19, 2007 3:56 PM To: arslist@ARSLIST.ORG Subject: Re: You do not have write access ARERR [331] - permission errors (U) UNCLASSIFIED Log in as your test user. Then, logged in as Administrator, verify that the test user has been assigned the Floating license. 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 Jorge Polo Sent: Wednesday, September 19, 2007 3:43 PM To: arslist@ARSLIST.ORG Subject: Re: You do not have write access ARERR [331] - permission errors (U) Thank you for your response. If I look in the configuration manager people definition it shows AR License Type = Floating , Application License Type = Helpdesk-Floating and group list Access/App App-Support. The licenses are the same in the user table in the production server and the user table in the development server . All my new workflow and my new field in the HPD:Helpdesk form have Access/App and App-Support permissions. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Hennigan, Sandra H CTR OSD-CIO Sent: Wednesday, September 19, 2007 3:19 PM To: arslist@ARSLIST.ORG Subject: Re: You do not have write access ARERR [331] - permission errors (U) UNCLASSIFIED Is your test user assigned a Fixed or Floating license? 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 Jorge Polo Sent: Wednesday, September 19, 2007 2:36 PM To: arslist@ARSLIST.ORG Subject: You do not have write access ARERR [331] - permission errors ** Hello Everyone, I added a field and three active links to the HPD:Helpdesk form (Helpdesk Application 5.6) in my development server. I am testing by login in my development server as a user that exists in the production server with the same group membership and with identical license types in the configuration manager. When I test by modifying a case status, I am getting errors such as: ARERR [331] You do not have write access (for this entry) to field : Status*, ARERR [331] You do not have write access (for this entry) to field : zTmpAppAdministratorGroupMember, ARERR [331] You do not have write access (for this entry) to field : zTmpAppManagementGroupMember, ARERR [331] You do not have write access (for this entry) to field : zTmpAppSupportGroupMember, ARERR [331] You do not have write access (for this entry) to field : zTmpAdministratorGroupMember, ARERR [331] You do not have write access (for this entry) to field : zGTmpGroupMemberFlag, ARERR [331] You do not have write access (for this entry) to field : Show, ARERR [331] You do not have write access (for this entry) to field : Work Log ARERR [331 .to field : zTmp. . My new active links have public permission and my new field have permissions with all the groups that my test user belongs to. For example the status* field permissions have Assignee, assignee group, App-Support and other groups. My test user is in the App-Support and other groups similar to the status field permissions. Did anyone experienced this problem?. can anyone help? Environment: --- AR system 6.3 --- Microsoft Windows server 2003 --- SQL server Database --- Helpdesk version 5.6 -- The client I am using is 6.03.00 patch 20. Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have
Re: OT -- Sort Of: Computerworld reports on ITIL
I'm not disagreeing, but wasn't ITIL of an outgrowth of SOX, which was a reaction to ENRON-like behavior? If that's the case then we're not necessarily getting cheaper/better/more revenue but rather a standardized accounting method? Drew ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: OT -- Sort Of: Computerworld reports on ITIL
Drew, I don't think this is the case. 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 Drew Shuller Sent: Wednesday, September 19, 2007 3:48 PM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL I'm not disagreeing, but wasn't ITIL of an outgrowth of SOX, which was a reaction to ENRON-like behavior? If that's the case then we're not necessarily getting cheaper/better/more revenue but rather a standardized accounting method? Drew ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Multiple No floating write license available pop-ups.
When a user assigned a floating license logs in to the Client tool (v7.0.01) and selects the Incident Management Console, he/she will get multiple pop-ups, I guess one per ticket in the Assigned Work table, warning a floating write license is not available. Is there a way to improve on this ? A patch maybe ? A setting somewhere ? TIA Colin ARS 7 ServiceDesk 7 MSSQL2005 Windows2003 Colin Chapman, UNCW Phone: 910-962-7356 Email: [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: OT -- Sort Of: Computerworld reports on ITIL
Well it wouldn't be the first time I'm way off base! On Wed, 19 Sep 2007, Opela, Gary L Contr OC-ALC/ITMA wrote: Drew, I don't think this is the case. 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 Drew Shuller Sent: Wednesday, September 19, 2007 3:48 PM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL I'm not disagreeing, but wasn't ITIL of an outgrowth of SOX, which was a reaction to ENRON-like behavior? If that's the case then we're not necessarily getting cheaper/better/more revenue but rather a standardized accounting method? Drew ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ARS 7/Oracle and Firewalls/Network devices
Actually, now that I re-read your post I don't think putting a specific rule will side-step state checking. Depends on your firewall and the rule. Typically, states are created using only SYN packets, if state can be created on other packet types, you are still using stateful packet inspection, you are just allowing different packet types to add the session to the state table. We talked to BMC a few weeks ago and they told us theoretically that it would be possible to write a custom API that would run custom workflow (neither of which they could give us) that would hit all of the server's Oracle connections at the same time often enough to prevent anything from seeing them as idle. I was thinking this as I was reading your email, though I am not sure how you would hit the admin and every fast/list/custom queue's threads without occupying all of them simultaneously. The api, to my knowledge, does not give you the capability to control what thread you are using, which means that your api will have to be multi-threaded and will have to occupy the max number of configured threads per rpc queue, which will cause your remedy server to appear to hang (i.e., block other operations on those queues). Can you share what type of firewall you are using? If you really want to remove the firewall from the equation, remove it from the network, or completely disable it. I can't see that vlan tagging would cause any issues with this. vlan's are configured in one of two way's, on the switch per port or the tagging is handled by the end nodes. If it is on the switch, it will be transparent to the client. Axton Grams On 9/19/07, J.T. Shyman [EMAIL PROTECTED] wrote: ** Axton, Appreciate your input! I should have mentioned that we've been up and down that highway and haven't seen a blasted thing. (apologies to Glen Frey) What you are saying is exactly what I thought and we've disabled the idle timeout on the firewall. I know this may not be the same thing as preventing the firewall from using a state table but the firewall admin tells us he now sees idle connections with idle times 60 minutes. So, we're kind of thinking we've eliminated the firewall as a cause...although we may not have, we aren't pursuing that any longer. Actually, now that I re-read your post I don't think putting a specific rule will side-step state checking. The purpose of a state table on a firewall is to speed up handling of traffic by allowing already known good traffic to pass without undergoing validation against the rulebase for every packet. Adding a rule that allows a single port connection, which is what we had before, doesn't stop the state table from functioning. In fact, it may actually be what causes the connection to be put in the state table in the first place, no? Also, turning the firewall into, effectively, a packet-based firewall might have a detrimental affect on network throughput not only between AR and Oracle but for any other connections on that firewall due to increased overhead...or am I wrong? Additionally, we the firewall admin put in ANY-ANY rule in place a few nights ago and the problem is still occurring. I'd hoped that this would circumvent the state table but it apparently doesn't. I don't suppose there is a AR-based solution? We could keep trying changes on the network until we effectively distroy any semblance of the original network design but that wouldn't mollify anyone. In fact, it may have the opposite affect. We talked to BMC a few weeks ago and they told us theoretically that it would be possible to write a custom API that would run custom workflow (neither of which they could give us) that would hit all of the server's Oracle connections at the same time often enough to prevent anything from seeing them as idle. Does this sound like a good approach to anyone? Any and all thoughts and comments are welcome! Thanks! J.T. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: OT -- Sort Of: Computerworld reports on ITIL
Prove to me how it doesn't. Don't throw out the common Change costs money. Show me the money that it costs. Prove to me where that there is no value. Tell me where Constant Process Improvement is a bad thing. SHOW ME THE COSTS! Show me the LACK OF ROI! Don't tell me about what you have seen or experienced yourself. SHOW ME A CASE STUDY! Scott Parrish IT Prophets Original Message: - From: Kaiser Norm E CIV USAF 96 CS/SCCE [EMAIL PROTECTED] Date: Wed, 19 Sep 2007 15:35:46 -0500 To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL Correct 100%. I would like to see rock-solid, irrefutable case studies that show how implementing ITIL in a mature environment saves money or delivers some other quantifiable benefit. I do NOT want to hear the old clichés: - Constant process improvement. - Better management of services and service delivery. - Improved integration of maturity models. - Enhanced process standardization. - Blah, blah, blah... No! A) Speak English and B) Show me RESULTS, not buzzwords. Show me NUMBERS! Show me the MONEY! How has ITIL made a large company more profitable?! I want to see it. I'd especially like to see how a full implementation of BMC's ITSM suite has made a sizable company more profitable. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of patrick zandi Sent: Wednesday, September 19, 2007 3:26 PM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL ** Gary, Read the remarks and find some comfort.. Change always costs money.. and More legislation does not make a better worker... Does anyone on the list remember Cecil Lawson ? I'll bet he is not an ITIL fan... The Problem is that ITIL has now be Legislated from Congress to do it that way... Why? COMMERCE !!! The problem is the overhead on a companies manpower Really Stresses it to the Breaking Point.. With little or no Return.. I don't do processes, just because I can and because they are there... I do them because they make sense, Save money, Save time, and Energy. ITIL does none of those.. so I am against it... I am a RedNeck I guess.. Why buy a new Maserati with all the latest smog, and computers, and bells and whistles.. when a 67 Chevy will do the trick for 89K less.. Cause I can? So who is artificially stimulating the economy now? Cohen in congress with a mandate that we use ITIL.. Yeah that will save us money? Spending more always saves us money... 8-( WRONG CHANGE ALWAYS COSTS MONEY !!! The only reason we are spending more money, is because we are not content and no one is standing in the Gap to say... No. On 9/19/07, Opela, Gary L Contr OC-ALC/ITMA [EMAIL PROTECTED] wrote: ** Check out this article. I think it is about us - People resistant to ITIL, but forced into going there. I'm not resistant to ITIL, I guess, I just want an easier way to do it! http://www.computerworld.com/action/article.do?command=viewArticleBasicart icleId=9037418pageNumber=1 http://www.computerworld.com/action/article.do?command=viewArticleBasicart icleId=9037418pageNumber=1 Thanks, Gary Opela, Jr Sr. Remedy Developer Leader Communications, Inc. 405 736 3211 __20060125___This posting was submitted with HTML in it___ -- Patrick Zandi __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are mail2web.com Enhanced email for the mobile individual based on Microsoft® Exchange - http://link.mail2web.com/Personal/EnhancedEmail ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ARS 7/Oracle and Firewalls/Network devices
Why not an afterhour escalation... instead.. Say every 10 minutes.. to do table queries or a report or two.. from 1800 - 0712 or something... On 9/19/07, Axton [EMAIL PROTECTED] wrote: Actually, now that I re-read your post I don't think putting a specific rule will side-step state checking. Depends on your firewall and the rule. Typically, states are created using only SYN packets, if state can be created on other packet types, you are still using stateful packet inspection, you are just allowing different packet types to add the session to the state table. We talked to BMC a few weeks ago and they told us theoretically that it would be possible to write a custom API that would run custom workflow (neither of which they could give us) that would hit all of the server's Oracle connections at the same time often enough to prevent anything from seeing them as idle. I was thinking this as I was reading your email, though I am not sure how you would hit the admin and every fast/list/custom queue's threads without occupying all of them simultaneously. The api, to my knowledge, does not give you the capability to control what thread you are using, which means that your api will have to be multi-threaded and will have to occupy the max number of configured threads per rpc queue, which will cause your remedy server to appear to hang (i.e., block other operations on those queues). Can you share what type of firewall you are using? If you really want to remove the firewall from the equation, remove it from the network, or completely disable it. I can't see that vlan tagging would cause any issues with this. vlan's are configured in one of two way's, on the switch per port or the tagging is handled by the end nodes. If it is on the switch, it will be transparent to the client. Axton Grams On 9/19/07, J.T. Shyman [EMAIL PROTECTED] wrote: ** Axton, Appreciate your input! I should have mentioned that we've been up and down that highway and haven't seen a blasted thing. (apologies to Glen Frey) What you are saying is exactly what I thought and we've disabled the idle timeout on the firewall. I know this may not be the same thing as preventing the firewall from using a state table but the firewall admin tells us he now sees idle connections with idle times 60 minutes. So, we're kind of thinking we've eliminated the firewall as a cause...although we may not have, we aren't pursuing that any longer. Actually, now that I re-read your post I don't think putting a specific rule will side-step state checking. The purpose of a state table on a firewall is to speed up handling of traffic by allowing already known good traffic to pass without undergoing validation against the rulebase for every packet. Adding a rule that allows a single port connection, which is what we had before, doesn't stop the state table from functioning. In fact, it may actually be what causes the connection to be put in the state table in the first place, no? Also, turning the firewall into, effectively, a packet-based firewall might have a detrimental affect on network throughput not only between AR and Oracle but for any other connections on that firewall due to increased overhead...or am I wrong? Additionally, we the firewall admin put in ANY-ANY rule in place a few nights ago and the problem is still occurring. I'd hoped that this would circumvent the state table but it apparently doesn't. I don't suppose there is a AR-based solution? We could keep trying changes on the network until we effectively distroy any semblance of the original network design but that wouldn't mollify anyone. In fact, it may have the opposite affect. We talked to BMC a few weeks ago and they told us theoretically that it would be possible to write a custom API that would run custom workflow (neither of which they could give us) that would hit all of the server's Oracle connections at the same time often enough to prevent anything from seeing them as idle. Does this sound like a good approach to anyone? Any and all thoughts and comments are welcome! Thanks! J.T. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are -- Patrick Zandi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: OT -- Sort Of: Computerworld reports on ITIL
With all due respect, that's a fallacious argument. The burden of proof is on the person making the claim, NOT THE SKEPTIC. If I claim, I made a jet that outperforms the F-22, it is ON ME to prove it, not on Lockheed Martin to DISPROVE it. And Pat is right--all change costs money at some point in the change process. Norm -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Wednesday, September 19, 2007 4:33 PM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL Prove to me how it doesn't. Don't throw out the common Change costs money. Show me the money that it costs. Prove to me where that there is no value. Tell me where Constant Process Improvement is a bad thing. SHOW ME THE COSTS! Show me the LACK OF ROI! Don't tell me about what you have seen or experienced yourself. SHOW ME A CASE STUDY! Scott Parrish IT Prophets Original Message: - From: Kaiser Norm E CIV USAF 96 CS/SCCE [EMAIL PROTECTED] Date: Wed, 19 Sep 2007 15:35:46 -0500 To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL Correct 100%. I would like to see rock-solid, irrefutable case studies that show how implementing ITIL in a mature environment saves money or delivers some other quantifiable benefit. I do NOT want to hear the old clichés: - Constant process improvement. - Better management of services and service delivery. - Improved integration of maturity models. - Enhanced process standardization. - Blah, blah, blah... No! A) Speak English and B) Show me RESULTS, not buzzwords. Show me NUMBERS! Show me the MONEY! How has ITIL made a large company more profitable?! I want to see it. I'd especially like to see how a full implementation of BMC's ITSM suite has made a sizable company more profitable. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of patrick zandi Sent: Wednesday, September 19, 2007 3:26 PM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL ** Gary, Read the remarks and find some comfort.. Change always costs money.. and More legislation does not make a better worker... Does anyone on the list remember Cecil Lawson ? I'll bet he is not an ITIL fan... The Problem is that ITIL has now be Legislated from Congress to do it that way... Why? COMMERCE !!! The problem is the overhead on a companies manpower Really Stresses it to the Breaking Point.. With little or no Return.. I don't do processes, just because I can and because they are there... I do them because they make sense, Save money, Save time, and Energy. ITIL does none of those.. so I am against it... I am a RedNeck I guess.. Why buy a new Maserati with all the latest smog, and computers, and bells and whistles.. when a 67 Chevy will do the trick for 89K less.. Cause I can? So who is artificially stimulating the economy now? Cohen in congress with a mandate that we use ITIL.. Yeah that will save us money? Spending more always saves us money... 8-( WRONG CHANGE ALWAYS COSTS MONEY !!! The only reason we are spending more money, is because we are not content and no one is standing in the Gap to say... No. On 9/19/07, Opela, Gary L Contr OC-ALC/ITMA [EMAIL PROTECTED] wrote: ** Check out this article. I think it is about us - People resistant to ITIL, but forced into going there. I'm not resistant to ITIL, I guess, I just want an easier way to do it! http://www.computerworld.com/action/article.do?command=viewArticleBasicart icleId=9037418pageNumber=1 http://www.computerworld.com/action/article.do?command=viewArticleBasicart icleId=9037418pageNumber=1 Thanks, Gary Opela, Jr Sr. Remedy Developer Leader Communications, Inc. 405 736 3211 __20060125___This posting was submitted with HTML in it___ -- Patrick Zandi __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are mail2web.com - Enhanced email for the mobile individual based on Microsoft® Exchange - http://link.mail2web.com/Personal/EnhancedEmail ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Support
The point was that they have the right (as it is their licensed product) to dictate where you get your support. I'm not saying that I like it, or that it's even a good business practice. I'm just saying it's totally inline with capitalism. Now if the government said you MUST use BMC that would be different. Bottom-line is that it's ultimately their property and they have that right. Andy L. Mayfield Sr. System Operation Specialist Alabama Power Company Office: 8-226-1805 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer Sent: Tuesday, September 18, 2007 1:41 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Support ** Yeaa On 9/18/07, arslist [EMAIL PROTECTED] wrote: ** Yes, but they don't tell you which authorized dealership you can go to, and you don't have to ask their permission to change which one you use. ... Daniel From: Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] On Behalf Of Mayfield, Andy L. Sent: September 18, 2007 12:37 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Support I've been very lucky in that I've only needed to use the support a couple of times, so I cant really speak about the support issues. I will have to say that IMO their methods are in no way out of line with the principles of capitalism. You cant take your new Ford to the local Chevy dealer for warranty work can you? Andy L. Mayfield Sr. System Operation Specialist Alabama Power Company Office: 8-226-1805 __ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: OT -- Sort Of: Computerworld reports on ITIL
Are you telling me.. change does not cost? Change your whole Desktop environment - like the DOD to a Standard Desktop Configuration, like we have done... And I'll Show you some money.. to the Tune of Billions. Millions in Debugging, and Tweaking, and Global Policy changes, at every turn. Millions at Dell HP and Whoever to make sure every 2-3 years we have a new computer desktop. Millions at Well... I want to change a 2 Letter Designation of the Office Symbols Cause everyone needs to be different.. Millions on Well... We need to change the Daylight Savings Time.. Oh.. Forget it.. I will change it back.. You don't Remember That fiasco Scott? What are you Thinking ? or did you do nothing? No Work for Scott - During the Daylight Savings Time, Cause I want too and I am in the Congress and I said so... Give me a Break.. I see your point.. But you are in the Business to be busy in Business... More Business for Scott, is more money in Scott's pocket. So I have to take this with a Grain of Salt. On 9/19/07, [EMAIL PROTECTED] [EMAIL PROTECTED] wrote: Prove to me how it doesn't. Don't throw out the common Change costs money. Show me the money that it costs. Prove to me where that there is no value. Tell me where Constant Process Improvement is a bad thing. SHOW ME THE COSTS! Show me the LACK OF ROI! Don't tell me about what you have seen or experienced yourself. SHOW ME A CASE STUDY! Scott Parrish IT Prophets Original Message: - From: Kaiser Norm E CIV USAF 96 CS/SCCE [EMAIL PROTECTED] Date: Wed, 19 Sep 2007 15:35:46 -0500 To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL Correct 100%. I would like to see rock-solid, irrefutable case studies that show how implementing ITIL in a mature environment saves money or delivers some other quantifiable benefit. I do NOT want to hear the old clichés: - Constant process improvement. - Better management of services and service delivery. - Improved integration of maturity models. - Enhanced process standardization. - Blah, blah, blah... No! A) Speak English and B) Show me RESULTS, not buzzwords. Show me NUMBERS! Show me the MONEY! How has ITIL made a large company more profitable?! I want to see it. I'd especially like to see how a full implementation of BMC's ITSM suite has made a sizable company more profitable. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of patrick zandi Sent: Wednesday, September 19, 2007 3:26 PM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL ** Gary, Read the remarks and find some comfort.. Change always costs money.. and More legislation does not make a better worker... Does anyone on the list remember Cecil Lawson ? I'll bet he is not an ITIL fan... The Problem is that ITIL has now be Legislated from Congress to do it that way... Why? COMMERCE !!! The problem is the overhead on a companies manpower Really Stresses it to the Breaking Point.. With little or no Return.. I don't do processes, just because I can and because they are there... I do them because they make sense, Save money, Save time, and Energy. ITIL does none of those.. so I am against it... I am a RedNeck I guess.. Why buy a new Maserati with all the latest smog, and computers, and bells and whistles.. when a 67 Chevy will do the trick for 89K less.. Cause I can? So who is artificially stimulating the economy now? Cohen in congress with a mandate that we use ITIL.. Yeah that will save us money? Spending more always saves us money... 8-( WRONG CHANGE ALWAYS COSTS MONEY !!! The only reason we are spending more money, is because we are not content and no one is standing in the Gap to say... No. On 9/19/07, Opela, Gary L Contr OC-ALC/ITMA [EMAIL PROTECTED] wrote: ** Check out this article. I think it is about us - People resistant to ITIL, but forced into going there. I'm not resistant to ITIL, I guess, I just want an easier way to do it! http://www.computerworld.com/action/article.do?command=viewArticleBasicart icleId=9037418pageNumber=1 http://www.computerworld.com/action/article.do?command=viewArticleBasicart icleId=9037418pageNumber=1 Thanks, Gary Opela, Jr Sr. Remedy Developer Leader Communications, Inc. 405 736 3211 __20060125___This posting was submitted with HTML in it___ -- Patrick Zandi __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are mail2web.com – Enhanced email for the mobile individual based on Microsoft(r) Exchange -
Re: OT -- Sort Of: Computerworld reports on ITIL
Have to agree with you, Norm. If a change to a process is to be made, the CHANGE must be justified as being better than the status quo, and the value of that change must be weighed against the cost of not making it. If part of the justification is (as is the case with ITIL) that a valid comparison is difficult, due to the fact that proper data isn't being measured under the status quo, then that makes it more difficult to quantify any difference in cost. I know that Help Desk gurus and such have formulas they use to determine how much certain actions cost, and they're probably more accurate than a WAG, but the ROI is really going to boil down to how WELL the change is implemented, as much as WHETHER the change is implemented. I think the real driver for ITIL is that, properly implemented, it enables IT departments to be more proactive in dealing with the problems of the business. Proactive problem resolution is usually more efficient than reactive problem resolution. I have heard stories of companies that were able to provide all of the IT services they once did, faster, with a fraction of the original staff, by employing this premise, which is at the core of ITIL. I'm not saying that going to ITIL will save everyone money, because some companies need it more than others, and some will implement it more fully and well than others. But regardless, one does have to invest money to see a return, and not all will come out in the black. Rick On 9/19/07, Kaiser Norm E CIV USAF 96 CS/SCCE [EMAIL PROTECTED] wrote: With all due respect, that's a fallacious argument. The burden of proof is on the person making the claim, NOT THE SKEPTIC. If I claim, I made a jet that outperforms the F-22, it is ON ME to prove it, not on Lockheed Martin to DISPROVE it. And Pat is right--all change costs money at some point in the change process. Norm -Original Message- From: Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Wednesday, September 19, 2007 4:33 PM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL Prove to me how it doesn't. Don't throw out the common Change costs money. Show me the money that it costs. Prove to me where that there is no value. Tell me where Constant Process Improvement is a bad thing. SHOW ME THE COSTS! Show me the LACK OF ROI! Don't tell me about what you have seen or experienced yourself. SHOW ME A CASE STUDY! Scott Parrish IT Prophets Original Message: - From: Kaiser Norm E CIV USAF 96 CS/SCCE [EMAIL PROTECTED] Date: Wed, 19 Sep 2007 15:35:46 -0500 To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL Correct 100%. I would like to see rock-solid, irrefutable case studies that show how implementing ITIL in a mature environment saves money or delivers some other quantifiable benefit. I do NOT want to hear the old clichés: - Constant process improvement. - Better management of services and service delivery. - Improved integration of maturity models. - Enhanced process standardization. - Blah, blah, blah... No! A) Speak English and B) Show me RESULTS, not buzzwords. Show me NUMBERS! Show me the MONEY! How has ITIL made a large company more profitable?! I want to see it. I'd especially like to see how a full implementation of BMC's ITSM suite has made a sizable company more profitable. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of patrick zandi Sent: Wednesday, September 19, 2007 3:26 PM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL ** Gary, Read the remarks and find some comfort.. Change always costs money.. and More legislation does not make a better worker... Does anyone on the list remember Cecil Lawson ? I'll bet he is not an ITIL fan... The Problem is that ITIL has now be Legislated from Congress to do it that way... Why? COMMERCE !!! The problem is the overhead on a companies manpower Really Stresses it to the Breaking Point.. With little or no Return.. I don't do processes, just because I can and because they are there... I do them because they make sense, Save money, Save time, and Energy. ITIL does none of those.. so I am against it... I am a RedNeck I guess.. Why buy a new Maserati with all the latest smog, and computers, and bells and whistles.. when a 67 Chevy will do the trick for 89K less.. Cause I can? So who is artificially stimulating the economy now? Cohen in congress with a mandate that we use ITIL.. Yeah that will save us money? Spending more always saves us money... 8-( WRONG CHANGE ALWAYS COSTS MONEY !!! The only reason we are spending more money, is because we are not content and no one is standing in the Gap to say... No. On 9/19/07, Opela, Gary L Contr OC-ALC/ITMA [EMAIL PROTECTED] wrote: **
Re: BMC Support
Andy, But is it their property? There's not a point when I have to give it back, it's not leased. I really feel I'm buying the product when I initially buy the licenses. I pay for the licenses and then I pay for the support separately. I don't see why they have the right to dictate (i.e. dictatorship). Should I be using the term free enterprise as opposed to capitalism? I should be free to find the support enterprise that best suits my company's needs. If I buy a car at one dealership, I can go to another dealership to get service (support). The dealerships have different ownership but they both are authorized sellers (or partners) of the mother company. They don't own my car. They may not want to loose the service but then they should have to compete for those also by providing the best service. Susan On 9/19/07, Mayfield, Andy L. [EMAIL PROTECTED] wrote: ** The point was that they have the right (as it is their licensed product) to dictate where you get your support. I'm not saying that I like it, or that it's even a good business practice. I'm just saying it's totally inline with capitalism. Now if the government said you MUST use BMC that would be different. Bottom-line is that it's ultimately their property and they have that right. *Andy L. Mayfield* *Sr. System Operation Specialist* *Alabama Power Company* *Office: 8-226-1805* -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Susan Palmer *Sent:* Tuesday, September 18, 2007 1:41 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: BMC Support ** Yeaa On 9/18/07, *arslist* [EMAIL PROTECTED] wrote: ** Yes, but they don't tell you which authorized dealership you can go to, and you don't have to ask their permission to change which one you use. … Daniel -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Mayfield, Andy L. *Sent:* September 18, 2007 12:37 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: BMC Support I've been very lucky in that I've only needed to use the support a couple of times, so I cant really speak about the support issues. I will have to say that IMO their methods are in no way out of line with the principles of capitalism. You cant take your new Ford to the local Chevy dealer for warranty work can you? *Andy L. Mayfield* *Sr. System Operation Specialist* *Alabama Power Company* *Office: 8-226-1805* __ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: OT -- Sort Of: Computerworld reports on ITIL
Scott slow down man ... you're shouting step away from the caffeine. It seems this is one of those philosophical topics to bring some spark today. Susan On 9/19/07, [EMAIL PROTECTED] [EMAIL PROTECTED] wrote: Prove to me how it doesn't. Don't throw out the common Change costs money. Show me the money that it costs. Prove to me where that there is no value. Tell me where Constant Process Improvement is a bad thing. SHOW ME THE COSTS! Show me the LACK OF ROI! Don't tell me about what you have seen or experienced yourself. SHOW ME A CASE STUDY! Scott Parrish IT Prophets Original Message: - From: Kaiser Norm E CIV USAF 96 CS/SCCE [EMAIL PROTECTED] Date: Wed, 19 Sep 2007 15:35:46 -0500 To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL Correct 100%. I would like to see rock-solid, irrefutable case studies that show how implementing ITIL in a mature environment saves money or delivers some other quantifiable benefit. I do NOT want to hear the old clichés: - Constant process improvement. - Better management of services and service delivery. - Improved integration of maturity models. - Enhanced process standardization. - Blah, blah, blah... No! A) Speak English and B) Show me RESULTS, not buzzwords. Show me NUMBERS! Show me the MONEY! How has ITIL made a large company more profitable?! I want to see it. I'd especially like to see how a full implementation of BMC's ITSM suite has made a sizable company more profitable. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of patrick zandi Sent: Wednesday, September 19, 2007 3:26 PM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL ** Gary, Read the remarks and find some comfort.. Change always costs money.. and More legislation does not make a better worker... Does anyone on the list remember Cecil Lawson ? I'll bet he is not an ITIL fan... The Problem is that ITIL has now be Legislated from Congress to do it that way... Why? COMMERCE !!! The problem is the overhead on a companies manpower Really Stresses it to the Breaking Point.. With little or no Return.. I don't do processes, just because I can and because they are there... I do them because they make sense, Save money, Save time, and Energy. ITIL does none of those.. so I am against it... I am a RedNeck I guess.. Why buy a new Maserati with all the latest smog, and computers, and bells and whistles.. when a 67 Chevy will do the trick for 89K less.. Cause I can? So who is artificially stimulating the economy now? Cohen in congress with a mandate that we use ITIL.. Yeah that will save us money? Spending more always saves us money... 8-( WRONG CHANGE ALWAYS COSTS MONEY !!! The only reason we are spending more money, is because we are not content and no one is standing in the Gap to say... No. On 9/19/07, Opela, Gary L Contr OC-ALC/ITMA [EMAIL PROTECTED] wrote: ** Check out this article. I think it is about us - People resistant to ITIL, but forced into going there. I'm not resistant to ITIL, I guess, I just want an easier way to do it! http://www.computerworld.com/action/article.do?command=viewArticleBasicart icleId=9037418pageNumber=1 http://www.computerworld.com/action/article.do?command=viewArticleBasicart icleId=9037418pageNumber=1 Thanks, Gary Opela, Jr Sr. Remedy Developer Leader Communications, Inc. 405 736 3211 __20060125___This posting was submitted with HTML in it___ -- Patrick Zandi __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are mail2web.com – Enhanced email for the mobile individual based on Microsoft(r) Exchange - http://link.mail2web.com/Personal/EnhancedEmail ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Support
Remember, we don't buy software from BMC or other major vendors, we buy licenses to USE the software, under conditions specified by the seller in the EULA. So while you can keep the SW once you stop paying for licenses, if you can't use it, what's the difference between having it and not having it? Rick On 9/19/07, Susan Palmer [EMAIL PROTECTED] wrote: ** Andy, But is it their property? There's not a point when I have to give it back, it's not leased. I really feel I'm buying the product when I initially buy the licenses. I pay for the licenses and then I pay for the support separately. I don't see why they have the right to dictate (i.e. dictatorship). Should I be using the term free enterprise as opposed to capitalism? I should be free to find the support enterprise that best suits my company's needs. If I buy a car at one dealership, I can go to another dealership to get service (support). The dealerships have different ownership but they both are authorized sellers (or partners) of the mother company. They don't own my car. They may not want to loose the service but then they should have to compete for those also by providing the best service. Susan On 9/19/07, Mayfield, Andy L. [EMAIL PROTECTED] wrote: ** The point was that they have the right (as it is their licensed product) to dictate where you get your support. I'm not saying that I like it, or that it's even a good business practice. I'm just saying it's totally inline with capitalism. Now if the government said you MUST use BMC that would be different. Bottom-line is that it's ultimately their property and they have that right. *Andy L. Mayfield* *Sr. System Operation Specialist* *Alabama Power Company* *Office: 8-226-1805* -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Susan Palmer *Sent:* Tuesday, September 18, 2007 1:41 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: BMC Support ** Yeaa On 9/18/07, *arslist* [EMAIL PROTECTED] wrote: ** Yes, but they don't tell you which authorized dealership you can go to, and you don't have to ask their permission to change which one you use. … Daniel -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Mayfield, Andy L. *Sent:* September 18, 2007 12:37 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: BMC Support I've been very lucky in that I've only needed to use the support a couple of times, so I cant really speak about the support issues. I will have to say that IMO their methods are in no way out of line with the principles of capitalism. You cant take your new Ford to the local Chevy dealer for warranty work can you? *Andy L. Mayfield* *Sr. System Operation Specialist* *Alabama Power Company* *Office: 8-226-1805* ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: OT -- Sort Of: Computerworld reports on ITIL
I saw it as more of a false dilemma type of logical fallacy. Either you gain money or lose money? While the end result could certainly be summarized as such, there are many shades of gray between the black and white conditions previously stated. I don't think any sane manager would argue that standard practices and procedures are a Bad Thing(tm). I see a need for it, myself. We have low-level/technical protocols in every facet of IT - where are our high-level protocols? Is there an IT version of GAAP (General Accepted Accounting Principles), aside from plug it in to make it work and reboot if it doesn't work? Another question I have is: Are the varying degrees of service management implementation the result of lack of standards or are they the result of widely varying applications of IT in business? Michael -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Wednesday, September 19, 2007 3:46 PM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL With all due respect, that's a fallacious argument. The burden of proof is on the person making the claim, NOT THE SKEPTIC. If I claim, I made a jet that outperforms the F-22, it is ON ME to prove it, not on Lockheed Martin to DISPROVE it. And Pat is right--all change costs money at some point in the change process. Norm -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Wednesday, September 19, 2007 4:33 PM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL Prove to me how it doesn't. Don't throw out the common Change costs money. Show me the money that it costs. Prove to me where that there is no value. Tell me where Constant Process Improvement is a bad thing. SHOW ME THE COSTS! Show me the LACK OF ROI! Don't tell me about what you have seen or experienced yourself. SHOW ME A CASE STUDY! Scott Parrish IT Prophets Original Message: - From: Kaiser Norm E CIV USAF 96 CS/SCCE [EMAIL PROTECTED] Date: Wed, 19 Sep 2007 15:35:46 -0500 To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL Correct 100%. I would like to see rock-solid, irrefutable case studies that show how implementing ITIL in a mature environment saves money or delivers some other quantifiable benefit. I do NOT want to hear the old clichés: - Constant process improvement. - Better management of services and service delivery. - Improved integration of maturity models. - Enhanced process standardization. - Blah, blah, blah... No! A) Speak English and B) Show me RESULTS, not buzzwords. Show me NUMBERS! Show me the MONEY! How has ITIL made a large company more profitable?! I want to see it. I'd especially like to see how a full implementation of BMC's ITSM suite has made a sizable company more profitable. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of patrick zandi Sent: Wednesday, September 19, 2007 3:26 PM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL ** Gary, Read the remarks and find some comfort.. Change always costs money.. and More legislation does not make a better worker... Does anyone on the list remember Cecil Lawson ? I'll bet he is not an ITIL fan... The Problem is that ITIL has now be Legislated from Congress to do it that way... Why? COMMERCE !!! The problem is the overhead on a companies manpower Really Stresses it to the Breaking Point.. With little or no Return.. I don't do processes, just because I can and because they are there... I do them because they make sense, Save money, Save time, and Energy. ITIL does none of those.. so I am against it... I am a RedNeck I guess.. Why buy a new Maserati with all the latest smog, and computers, and bells and whistles.. when a 67 Chevy will do the trick for 89K less.. Cause I can? So who is artificially stimulating the economy now? Cohen in congress with a mandate that we use ITIL.. Yeah that will save us money? Spending more always saves us money... 8-( WRONG CHANGE ALWAYS COSTS MONEY !!! The only reason we are spending more money, is because we are not content and no one is standing in the Gap to say... No. On 9/19/07, Opela, Gary L Contr OC-ALC/ITMA [EMAIL PROTECTED] wrote: ** Check out this article. I think it is about us - People resistant to ITIL, but forced into going there. I'm not resistant to ITIL, I guess, I just want an easier way to do it! http://www.computerworld.com/action/article.do?command=viewArticleBasicart icleId=9037418pageNumber=1 http://www.computerworld.com/action/article.do?command=viewArticleBasicart icleId=9037418pageNumber=1 Thanks, Gary
St-Pierre Patrick I625ST/Levis/GVDL est absent(e).
Je serai absent(e) à partir du 2007-09-19 de retour le 2007-09-21. ___ Le présent message est destiné uniquement aux personnes indiquées dans l'en-tête. Il contient des informations confidentielles qui ne peuvent être divulguées à des tiers sans que l'expéditeur ait préalablement accordé son consentement à cet égard. Si vous n'êtes pas un des destinataires concernés par cette communication ou une des personnes autorisées à la recevoir, veuillez en aviser l'expéditeur par courriel et détruire toutes les copies qui peuvent exister. This message is intended solely for the individual or entity to whom it is addressed. It contains privileged and confidential information which is not to be disclosed without the sender's express consent. If you are not the intended recipient of this message or an authorized representative thereof, please notify the sender by email and then destroy this message as well as all other existing copies. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Support
Exactly, we are all free not to use BMC, but the absolutely have the right to dictate how we do if we choose to do so. Free market is not a good example either. You are in fact free not to use the product and to choose another. Andy L. Mayfield Sr. System Operation Specialist Alabama Power Company Office: 8-226-1805 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Wednesday, September 19, 2007 5:27 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Support ** Remember, we don't buy software from BMC or other major vendors, we buy licenses to USE the software, under conditions specified by the seller in the EULA. So while you can keep the SW once you stop paying for licenses, if you can't use it, what's the difference between having it and not having it? Rick On 9/19/07, Susan Palmer [EMAIL PROTECTED] wrote: ** Andy, But is it their property? There's not a point when I have to give it back, it's not leased. I really feel I'm buying the product when I initially buy the licenses. I pay for the licenses and then I pay for the support separately. I don't see why they have the right to dictate (i.e. dictatorship). Should I be using the term free enterprise as opposed to capitalism? I should be free to find the support enterprise that best suits my company's needs. If I buy a car at one dealership, I can go to another dealership to get service (support). The dealerships have different ownership but they both are authorized sellers (or partners) of the mother company. They don't own my car. They may not want to loose the service but then they should have to compete for those also by providing the best service. Susan On 9/19/07, Mayfield, Andy L. [EMAIL PROTECTED] wrote: ** The point was that they have the right (as it is their licensed product) to dictate where you get your support. I'm not saying that I like it, or that it's even a good business practice. I'm just saying it's totally inline with capitalism. Now if the government said you MUST use BMC that would be different. Bottom-line is that it's ultimately their property and they have that right. Andy L. Mayfield Sr. System Operation Specialist Alabama Power Company Office: 8-226-1805 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer Sent: Tuesday, September 18, 2007 1:41 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Support ** Yeaa On 9/18/07, arslist [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] wrote: ** Yes, but they don't tell you which authorized dealership you can go to, and you don't have to ask their permission to change which one you use. ... Daniel From: Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] On Behalf Of Mayfield, Andy L. Sent: September 18, 2007 12:37 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Support I've been very lucky in that I've only needed to use the support a couple of times, so I cant really speak about the support issues. I will have to say that IMO their methods are in no way out of line with the principles of capitalism. You cant take your new Ford to the local Chevy dealer for warranty work can you? Andy L. Mayfield Sr. System Operation Specialist Alabama Power Company Office: 8-226-1805 __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: OT -- Sort Of: Computerworld reports on ITIL
I couldn't of said it better Rick. One thing I'm curious about, ITSMF USA makes about $1.2 million a year just being a group trying to raise ITIL awareness? Man, I'm in the wrong racket lol. Dylan -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Wednesday, September 19, 2007 3:06 PM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL ** Have to agree with you, Norm. If a change to a process is to be made, the CHANGE must be justified as being better than the status quo, and the value of that change must be weighed against the cost of not making it. If part of the justification is (as is the case with ITIL) that a valid comparison is difficult, due to the fact that proper data isn't being measured under the status quo, then that makes it more difficult to quantify any difference in cost. I know that Help Desk gurus and such have formulas they use to determine how much certain actions cost, and they're probably more accurate than a WAG, but the ROI is really going to boil down to how WELL the change is implemented, as much as WHETHER the change is implemented. I think the real driver for ITIL is that, properly implemented, it enables IT departments to be more proactive in dealing with the problems of the business. Proactive problem resolution is usually more efficient than reactive problem resolution. I have heard stories of companies that were able to provide all of the IT services they once did, faster, with a fraction of the original staff, by employing this premise, which is at the core of ITIL. I'm not saying that going to ITIL will save everyone money, because some companies need it more than others, and some will implement it more fully and well than others. But regardless, one does have to invest money to see a return, and not all will come out in the black. Rick On 9/19/07, Kaiser Norm E CIV USAF 96 CS/SCCE [EMAIL PROTECTED] wrote: With all due respect, that's a fallacious argument. The burden of proof is on the person making the claim, NOT THE SKEPTIC. If I claim, I made a jet that outperforms the F-22, it is ON ME to prove it, not on Lockheed Martin to DISPROVE it. And Pat is right--all change costs money at some point in the change process. Norm -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Wednesday, September 19, 2007 4:33 PM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL Prove to me how it doesn't. Don't throw out the common Change costs money. Show me the money that it costs. Prove to me where that there is no value. Tell me where Constant Process Improvement is a bad thing. SHOW ME THE COSTS! Show me the LACK OF ROI! Don't tell me about what you have seen or experienced yourself. SHOW ME A CASE STUDY! Scott Parrish IT Prophets Original Message: - From: Kaiser Norm E CIV USAF 96 CS/SCCE [EMAIL PROTECTED] Date: Wed, 19 Sep 2007 15:35:46 -0500 To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL Correct 100%. I would like to see rock-solid, irrefutable case studies that show how implementing ITIL in a mature environment saves money or delivers some other quantifiable benefit. I do NOT want to hear the old clichés: - Constant process improvement. - Better management of services and service delivery. - Improved integration of maturity models. - Enhanced process standardization. - Blah, blah, blah... No! A) Speak English and B) Show me RESULTS, not buzzwords. Show me NUMBERS! Show me the MONEY! How has ITIL made a large company more profitable?! I want to see it. I'd especially like to see how a full implementation of BMC's ITSM suite has made a sizable company more profitable. -Original Message-
Re: Multi-Tenancy and CTM:People
Hi J.T.-- We are using ARS 7.1/ITSM7latest, multi-tenancy, ca twenty-something companies (all within the University), and 120K+ authorized users. First--the checkbox 'Unrestricted Access' on CTM:People will override any company-level accesses. I have our support staff 'compartmentalized' within the companies mentioned above, and each can see other employees in their own company (and any other company to which they have access). Regards, ** J.T. Shyman [EMAIL PROTECTED] 19-Sep-07 11:49 AM Does anyone know how multi-tenancy and the People form (CTM:People) work together? We are trying to limit what a given user can see in CTM:People to only people in their own company and aren*t having much luck. Has anyone done this and can you give us some hints? Thanks! J.T. Shyman __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: OT -- Sort Of: Computerworld reports on ITIL
Sorry Norm, but when you stated that Patrick was 100% correct, you went from being a skeptic to stating a fact. So, now the burden is upon you to prove the he is, in fact, 100% correct in his assessment. It's one thing to simply say I want to see evidence, but it's entirely another to say that Patrick is 100% correct. Of course change costs money. But just because it costs money doesn't make it a BAD thing. Well, gotta change my tires, they're worn out. BUT, I think I'll just drive on the rims because CHANGING THEM WILL COST ME MONEY? And the thinking that This is the way that we've been doing it so we may as well continue doing it this way is pretty backward. Scott Parrish IT Prophets, LLC (770) 653-5203 http://www.itprophets.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Wednesday, September 19, 2007 5:46 PM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL With all due respect, that's a fallacious argument. The burden of proof is on the person making the claim, NOT THE SKEPTIC. If I claim, I made a jet that outperforms the F-22, it is ON ME to prove it, not on Lockheed Martin to DISPROVE it. And Pat is right--all change costs money at some point in the change process. Norm -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Wednesday, September 19, 2007 4:33 PM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL Prove to me how it doesn't. Don't throw out the common Change costs money. Show me the money that it costs. Prove to me where that there is no value. Tell me where Constant Process Improvement is a bad thing. SHOW ME THE COSTS! Show me the LACK OF ROI! Don't tell me about what you have seen or experienced yourself. SHOW ME A CASE STUDY! Scott Parrish IT Prophets Original Message: - From: Kaiser Norm E CIV USAF 96 CS/SCCE [EMAIL PROTECTED] Date: Wed, 19 Sep 2007 15:35:46 -0500 To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL Correct 100%. I would like to see rock-solid, irrefutable case studies that show how implementing ITIL in a mature environment saves money or delivers some other quantifiable benefit. I do NOT want to hear the old clichés: - Constant process improvement. - Better management of services and service delivery. - Improved integration of maturity models. - Enhanced process standardization. - Blah, blah, blah... No! A) Speak English and B) Show me RESULTS, not buzzwords. Show me NUMBERS! Show me the MONEY! How has ITIL made a large company more profitable?! I want to see it. I'd especially like to see how a full implementation of BMC's ITSM suite has made a sizable company more profitable. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of patrick zandi Sent: Wednesday, September 19, 2007 3:26 PM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL ** Gary, Read the remarks and find some comfort.. Change always costs money.. and More legislation does not make a better worker... Does anyone on the list remember Cecil Lawson ? I'll bet he is not an ITIL fan... The Problem is that ITIL has now be Legislated from Congress to do it that way... Why? COMMERCE !!! The problem is the overhead on a companies manpower Really Stresses it to the Breaking Point.. With little or no Return.. I don't do processes, just because I can and because they are there... I do them because they make sense, Save money, Save time, and Energy. ITIL does none of those.. so I am against it... I am a RedNeck I guess.. Why buy a new Maserati with all the latest smog, and computers, and bells and whistles.. when a 67 Chevy will do the trick for 89K less.. Cause I can? So who is artificially stimulating the economy now? Cohen in congress with a mandate that we use ITIL.. Yeah that will save us money? Spending more always saves us money... 8-( WRONG CHANGE ALWAYS COSTS MONEY !!! The only reason we are spending more money, is because we are not content and no one is standing in the Gap to say... No. On 9/19/07, Opela, Gary L Contr OC-ALC/ITMA [EMAIL PROTECTED] wrote: ** Check out this article. I think it is about us - People resistant to ITIL, but forced into going there. I'm not resistant to ITIL, I guess, I just want an easier way to do it! http://www.computerworld.com/action/article.do?command=viewArticleBasicart icleId=9037418pageNumber=1 http://www.computerworld.com/action/article.do?command=viewArticleBasicart icleId=9037418pageNumber=1 Thanks, Gary Opela, Jr Sr. Remedy Developer Leader Communications, Inc. 405 736 3211
Re: OT -- Sort Of: Computerworld reports on ITIL
No offense, Susan, but I didnt shout anymore than Norm did. Where was his rebuke? Scott Parrish IT Prophets, LLC (770) 653-5203 http://www.itprophets.com http://www.itprophets.com/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer Sent: Wednesday, September 19, 2007 6:22 PM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL ** Scott slow down man ... you're shouting step away from the caffeine. It seems this is one of those philosophical topics to bring some spark today. Susan On 9/19/07, [EMAIL PROTECTED] [EMAIL PROTECTED] wrote: Prove to me how it doesn't. Don't throw out the common Change costs money. Show me the money that it costs. Prove to me where that there is no value. Tell me where Constant Process Improvement is a bad thing. SHOW ME THE COSTS! Show me the LACK OF ROI! Don't tell me about what you have seen or experienced yourself. SHOW ME A CASE STUDY! Scott Parrish IT Prophets Original Message: - From: Kaiser Norm E CIV USAF 96 CS/SCCE [EMAIL PROTECTED] Date: Wed, 19 Sep 2007 15:35:46 -0500 To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL Correct 100%. I would like to see rock-solid, irrefutable case studies that show how implementing ITIL in a mature environment saves money or delivers some other quantifiable benefit. I do NOT want to hear the old clichés: - Constant process improvement. - Better management of services and service delivery. - Improved integration of maturity models. - Enhanced process standardization. - Blah, blah, blah... No! A) Speak English and B) Show me RESULTS, not buzzwords. Show me NUMBERS! Show me the MONEY! How has ITIL made a large company more profitable?! I want to see it. I'd especially like to see how a full implementation of BMC's ITSM suite has made a sizable company more profitable. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of patrick zandi Sent: Wednesday, September 19, 2007 3:26 PM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL ** Gary, Read the remarks and find some comfort.. Change always costs money.. and More legislation does not make a better worker... Does anyone on the list remember Cecil Lawson ? I'll bet he is not an ITIL fan... The Problem is that ITIL has now be Legislated from Congress to do it that way... Why? COMMERCE !!! The problem is the overhead on a companies manpower Really Stresses it to the Breaking Point.. With little or no Return.. I don't do processes, just because I can and because they are there... I do them because they make sense, Save money, Save time, and Energy. ITIL does none of those.. so I am against it... I am a RedNeck I guess.. Why buy a new Maserati with all the latest smog, and computers, and bells and whistles.. when a 67 Chevy will do the trick for 89K less.. Cause I can? So who is artificially stimulating the economy now? Cohen in congress with a mandate that we use ITIL.. Yeah that will save us money? Spending more always saves us money... 8-( WRONG CHANGE ALWAYS COSTS MONEY !!! The only reason we are spending more money, is because we are not content and no one is standing in the Gap to say... No. On 9/19/07, Opela, Gary L Contr OC-ALC/ITMA [EMAIL PROTECTED] wrote: ** Check out this article. I think it is about us - People resistant to ITIL, but forced into going there. I'm not resistant to ITIL, I guess, I just want an easier way to do it! http://www.computerworld.com/action/article.do?command=viewArticleBasic http://www.computerworld.com/action/article.do?command=viewArticleBasicart art icleId=9037418pageNumber=1 http://www.computerworld.com/action/article.do?command=viewArticleBasic http://www.computerworld.com/action/article.do?command=viewArticleBasicart art icleId=9037418pageNumber=1 Thanks, Gary Opela, Jr Sr. Remedy Developer Leader Communications, Inc. 405 736 3211 __20060125___This posting was submitted with HTML in it___ -- Patrick Zandi __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are mail2web.com Enhanced email for the mobile individual based on Microsoft® Exchange - http://link.mail2web.com/Personal/EnhancedEmail ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are __20060125___This posting was submitted with HTML in it___
Re: OT -- Sort Of: Computerworld reports on ITIL
That makes no sense. Just because Norm thinks that Patrick is 100% right in his skepticism, it does not mean that Norm has to disprove it any more then Patrick. The burden of proof still falls on the person making the claim. I don't think I've seen anyone saying cost is a bad thing. From what I've seen people are saying that change and cost with no tangible benefit is not worth the cost. You get a benefit from new tires. Unless you are saying that unless you implement ITIL your company's building will go spinning off into a ditch, flinging people out of office windows? :) Dylan -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Scott Parrish Sent: Wednesday, September 19, 2007 5:09 PM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL Sorry Norm, but when you stated that Patrick was 100% correct, you went from being a skeptic to stating a fact. So, now the burden is upon you to prove the he is, in fact, 100% correct in his assessment. It's one thing to simply say I want to see evidence, but it's entirely another to say that Patrick is 100% correct. Of course change costs money. But just because it costs money doesn't make it a BAD thing. Well, gotta change my tires, they're worn out. BUT, I think I'll just drive on the rims because CHANGING THEM WILL COST ME MONEY? And the thinking that This is the way that we've been doing it so we may as well continue doing it this way is pretty backward. Scott Parrish IT Prophets, LLC (770) 653-5203 http://www.itprophets.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Wednesday, September 19, 2007 5:46 PM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL With all due respect, that's a fallacious argument. The burden of proof is on the person making the claim, NOT THE SKEPTIC. If I claim, I made a jet that outperforms the F-22, it is ON ME to prove it, not on Lockheed Martin to DISPROVE it. And Pat is right--all change costs money at some point in the change process. Norm -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Wednesday, September 19, 2007 4:33 PM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL Prove to me how it doesn't. Don't throw out the common Change costs money. Show me the money that it costs. Prove to me where that there is no value. Tell me where Constant Process Improvement is a bad thing. SHOW ME THE COSTS! Show me the LACK OF ROI! Don't tell me about what you have seen or experienced yourself. SHOW ME A CASE STUDY! Scott Parrish IT Prophets Original Message: - From: Kaiser Norm E CIV USAF 96 CS/SCCE [EMAIL PROTECTED] Date: Wed, 19 Sep 2007 15:35:46 -0500 To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL Correct 100%. I would like to see rock-solid, irrefutable case studies that show how implementing ITIL in a mature environment saves money or delivers some other quantifiable benefit. I do NOT want to hear the old clichés: - Constant process improvement. - Better management of services and service delivery. - Improved integration of maturity models. - Enhanced process standardization. - Blah, blah, blah... No! A) Speak English and B) Show me RESULTS, not buzzwords. Show me NUMBERS! Show me the MONEY! How has ITIL made a large company more profitable?! I want to see it. I'd especially like to see how a full implementation of BMC's ITSM suite has made a sizable company more profitable. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of patrick zandi Sent: Wednesday, September 19, 2007 3:26 PM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL ** Gary, Read the remarks and find some comfort.. Change always costs money.. and More legislation does not make a better worker... Does anyone on the list remember Cecil Lawson ? I'll bet he is not an ITIL fan... The Problem is that ITIL has now be Legislated from Congress to do it that way... Why? COMMERCE !!! The problem is the overhead on a companies manpower Really Stresses it to the Breaking Point.. With little or no Return.. I don't do processes, just because I can and because they are there... I do them because they make sense, Save money, Save time, and Energy. ITIL does none of those.. so I am against it... I am a RedNeck I guess.. Why buy a new Maserati with all the latest smog, and computers, and bells and whistles.. when a 67 Chevy will do the trick for 89K less.. Cause I can? So who is artificially stimulating the economy now? Cohen in congress with a mandate that we use ITIL.. Yeah that will save us money? Spending more always saves us money... 8-(
