date:20071001

When you install MT 7.1 and let it install Tomcat standalone, you have
a:
Tomcat_base_folder/webapps/ROOT folder.  In that folder lies the
default index.html page, which is the one that is shown when browsing to
http://servername.  BTW, the default index.html page for Tomcat
bundled with MidTier is a page that simply states Tomcat is
running

Simply rename this file (e.g. index.html.orig), then create a new
index.html file and insert the following:

html
head
meta http-equiv=refresh
content=0;URL=http://WebServerName:port/ContextPath/forms/ARServ
erName/FormName
/head
body
/body
/html

In my case, for the URL I put http://webservername/arsys/home.

Ben

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On
Behalf Of Mac McMillan
Sent: Sunday, September 30, 2007 6:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: How to perform redirection in Tomcat standalone.

Ben,

Try this link from Tomcat Wiki.  You didn't state which webserver you
plan to use.  In apache, just replace the default index.htm* with the
same snippet shown here, it works just as good.

http://wiki.apache.org/tomcat/HowTo#head-e82228c43a0ce77f71ebe64fc99ced3
3c9506ffe

At any rate, it's a starting place.  Your mileage will vary...

==Mac

On 9/27/07, Watson, Benjamin A. [EMAIL PROTECTED] wrote:
 **



 List,



 Recently, we've been toying around with MidTier 7.1  RKM under Tomcat
 standalone.  So far, so good.  However, we do have one issue to
address
 before calling this a complete success in replicating our current
 environment.



 Under our current environment (IIS/ServletExec), we perform a redirect
under
 IIS for all requests coming to the server itself to get the user to
the
 Remedy login page.



 For example, typically a user would have to enter:
 http://servername/arsys/home to get to the Remedy login page.
However,
 under IIS (at the request of our customer) we did a redirect such that
the
 user can now just go to http://servername and will be taken to the
Remedy
 login page.



 How would I accomplish this under Tomcat standalone?



 Thank you,



 Ben __20060125___This posting was
 submitted with HTML in it___


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Re: RESOLVED: How to perform redirection in Tomcat standalone.

2007-10-01 Thread Dan Gennidakis

Just went through the pain of doing this with SSL for a deployment. You
can also add an additional content line for localhost redirection as
well as the actual server name content line

i.e.

meta http-equiv=refresh
content=0;URL=http://servername.com/arsys/home;
meta http-equiv=refresh content=0;URL=http://localhost/arsys/home;

In my case I changed the default ports to 80 and 443(SSL) so no need for
clients to put in port numbers. Port 80 in our case also redirects to
SSL 443 by default so the system is always using SSL encryption.

Dan

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Watson, Benjamin A.
Sent: Monday, October 01, 2007 9:25 AM
To: arslist@ARSLIST.ORG
Subject: RESOLVED: How to perform redirection in Tomcat standalone.

When you install MT 7.1 and let it install Tomcat standalone, you have
a:
Tomcat_base_folder/webapps/ROOT folder.  In that folder lies the
default index.html page, which is the one that is shown when browsing to
http://servername.  BTW, the default index.html page for Tomcat
bundled with MidTier is a page that simply states Tomcat is
running

Simply rename this file (e.g. index.html.orig), then create a new
index.html file and insert the following:

html
head
meta http-equiv=refresh
content=0;URL=http://WebServerName:port/ContextPath/forms/ARServ
erName/FormName
/head
body
/body
/html

In my case, for the URL I put http://webservername/arsys/home.

Ben

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On
Behalf Of Mac McMillan
Sent: Sunday, September 30, 2007 6:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: How to perform redirection in Tomcat standalone.

Ben,

Try this link from Tomcat Wiki.  You didn't state which webserver you
plan to use.  In apache, just replace the default index.htm* with the
same snippet shown here, it works just as good.

http://wiki.apache.org/tomcat/HowTo#head-e82228c43a0ce77f71ebe64fc99ced3
3c9506ffe

At any rate, it's a starting place.  Your mileage will vary...

==Mac

On 9/27/07, Watson, Benjamin A. [EMAIL PROTECTED] wrote:
 **



 List,



 Recently, we've been toying around with MidTier 7.1  RKM under Tomcat
 standalone.  So far, so good.  However, we do have one issue to
address
 before calling this a complete success in replicating our current
 environment.



 Under our current environment (IIS/ServletExec), we perform a redirect
under
 IIS for all requests coming to the server itself to get the user to
the
 Remedy login page.



 For example, typically a user would have to enter:
 http://servername/arsys/home to get to the Remedy login page.
However,
 under IIS (at the request of our customer) we did a redirect such that
the
 user can now just go to http://servername and will be taken to the
Remedy
 login page.



 How would I accomplish this under Tomcat standalone?



 Thank you,



 Ben __20060125___This posting was
 submitted with HTML in it___


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Re: RESOLVED: How to perform redirection in Tomcat standalone.

2007-10-01 Thread strauss

What did you have to do to Tomcat to get it to run SSL?

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

 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:[EMAIL PROTECTED] On Behalf Of Dan Gennidakis
 Sent: Monday, October 01, 2007 9:19 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: RESOLVED: How to perform redirection in Tomcat 
 standalone.
 
 Just went through the pain of doing this with SSL for a 
 deployment. You can also add an additional content line for 
 localhost redirection as well as the actual server name content line
 
 i.e.
 
 meta http-equiv=refresh
 content=0;URL=http://servername.com/arsys/home;
 meta http-equiv=refresh 
 content=0;URL=http://localhost/arsys/home;
 
 In my case I changed the default ports to 80 and 443(SSL) so 
 no need for clients to put in port numbers. Port 80 in our 
 case also redirects to SSL 443 by default so the system is 
 always using SSL encryption.
 
 Dan
 
 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:[EMAIL PROTECTED] On Behalf Of Watson, Benjamin A.
 Sent: Monday, October 01, 2007 9:25 AM
 To: arslist@ARSLIST.ORG
 Subject: RESOLVED: How to perform redirection in Tomcat standalone.
 
 When you install MT 7.1 and let it install Tomcat standalone, you have
 a:
 Tomcat_base_folder/webapps/ROOT folder.  In that folder 
 lies the default index.html page, which is the one that is 
 shown when browsing to http://servername.  BTW, the default 
 index.html page for Tomcat bundled with MidTier is a page 
 that simply states Tomcat is running
 
 Simply rename this file (e.g. index.html.orig), then create a 
 new index.html file and insert the following:
 
 html
 head
 meta http-equiv=refresh
 content=0;URL=http://WebServerName:port/ContextPath/for
 ms/ARServ
 erName/FormName
 /head
 body
 /body
 /html
 
 In my case, for the URL I put http://webservername/arsys/home.
 
 Ben
 
 -Original Message-
 From: [EMAIL PROTECTED] 
 [mailto:[EMAIL PROTECTED] On Behalf Of Mac McMillan
 Sent: Sunday, September 30, 2007 6:01 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: How to perform redirection in Tomcat standalone.
 
 Ben,
 
 Try this link from Tomcat Wiki.  You didn't state which 
 webserver you plan to use.  In apache, just replace the 
 default index.htm* with the same snippet shown here, it works 
 just as good.
 
 http://wiki.apache.org/tomcat/HowTo#head-e82228c43a0ce77f71ebe
64fc99ced3
 3c9506ffe
 
 At any rate, it's a starting place.  Your mileage will vary...
 
 ==Mac
 
 On 9/27/07, Watson, Benjamin A. [EMAIL PROTECTED] wrote:
  **
 
 
 
  List,
 
 
 
  Recently, we've been toying around with MidTier 7.1  RKM 
 under Tomcat 
  standalone.  So far, so good.  However, we do have one issue to
 address
  before calling this a complete success in replicating our current 
  environment.
 
 
 
  Under our current environment (IIS/ServletExec), we perform 
 a redirect
 under
  IIS for all requests coming to the server itself to get the user to
 the
  Remedy login page.
 
 
 
  For example, typically a user would have to enter:
  http://servername/arsys/home to get to the Remedy login page.
 However,
  under IIS (at the request of our customer) we did a 
 redirect such that
 the
  user can now just go to http://servername and will be taken to the
 Remedy
  login page.
 
 
 
  How would I accomplish this under Tomcat standalone?
 
 
 
  Thank you,
 
 
 
  Ben __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 
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Re: RESOLVED: How to perform redirection in Tomcat standalone.

SSL isn't too bad really.

1. Get familiar with Java keytool with regards to creating key-pairs,
generating certificate requests, and installing certificates.

At some point, you'll need to use keytool to generate a keypair to
create your initial java keystore.  IMPORTANT: make not of all
passwords/etc used for this as that information will be invaluable later
on.

2. Once you have a keystore setup, you can proceed to configure Tomcat.
The keystore can be setup with only a self-signed cert or with a cert
signed by a trusted CA.

Open Tomcat_root/conf/server.xml

If you are using a default Tomcat install, look for a Connector section
for port 8080.  In my case, I changed this section to port 80.

Below that section, is another connector which has been commented out.
This is the connector to setup for SSL.  By default, the port is 8443.
I changed mine to 443 (the standard SSL port).

Here is what my 443 connector config looks like:

Connector
  port=443
  scheme=https
  secure=true
  keystoreFile=path_to_your_java_keystore
  keystorePass=password_used_to_create_initial_keystore
  sslProtocol=TLS  
  maxSpareThreads=75
  maxThreads=150
  keyAlias=tomcat  
  minSpareThreads=25
  clientAuth=false
/Connector

Some Notes: For the sslProtocol, you can use SSL if you wish
For the keyAlias, this is the alias of the self-signed or imported
signed server certificate.

BIG NOTE: according to Tomcat documentation, the password for the key
MUST be the same as the password for the keystore.  Keep this in mind
when generating your first key-pair to create the keystore. 

If you go to the Tomcat website, there are some good notes on setting up
SSL.

Ben

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On
Behalf Of strauss
Sent: Monday, October 01, 2007 9:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: RESOLVED: How to perform redirection in Tomcat standalone.

What did you have to do to Tomcat to get it to run SSL?

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

 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:[EMAIL PROTECTED] On Behalf Of Dan Gennidakis
 Sent: Monday, October 01, 2007 9:19 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: RESOLVED: How to perform redirection in Tomcat 
 standalone.
 
 Just went through the pain of doing this with SSL for a 
 deployment. You can also add an additional content line for 
 localhost redirection as well as the actual server name content line
 
 i.e.
 
 meta http-equiv=refresh
 content=0;URL=http://servername.com/arsys/home;
 meta http-equiv=refresh 
 content=0;URL=http://localhost/arsys/home;
 
 In my case I changed the default ports to 80 and 443(SSL) so 
 no need for clients to put in port numbers. Port 80 in our 
 case also redirects to SSL 443 by default so the system is 
 always using SSL encryption.
 
 Dan
 
 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:[EMAIL PROTECTED] On Behalf Of Watson, Benjamin A.
 Sent: Monday, October 01, 2007 9:25 AM
 To: arslist@ARSLIST.ORG
 Subject: RESOLVED: How to perform redirection in Tomcat standalone.
 
 When you install MT 7.1 and let it install Tomcat standalone, you have
 a:
 Tomcat_base_folder/webapps/ROOT folder.  In that folder 
 lies the default index.html page, which is the one that is 
 shown when browsing to http://servername.  BTW, the default 
 index.html page for Tomcat bundled with MidTier is a page 
 that simply states Tomcat is running
 
 Simply rename this file (e.g. index.html.orig), then create a 
 new index.html file and insert the following:
 
 html
 head
 meta http-equiv=refresh
 content=0;URL=http://WebServerName:port/ContextPath/for
 ms/ARServ
 erName/FormName
 /head
 body
 /body
 /html
 
 In my case, for the URL I put http://webservername/arsys/home.
 
 Ben
 
 -Original Message-
 From: [EMAIL PROTECTED] 
 [mailto:[EMAIL PROTECTED] On Behalf Of Mac McMillan
 Sent: Sunday, September 30, 2007 6:01 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: How to perform redirection in Tomcat standalone.
 
 Ben,
 
 Try this link from Tomcat Wiki.  You didn't state which 
 webserver you plan to use.  In apache, just replace the 
 default index.htm* with the same snippet shown here, it works 
 just as good.
 
 http://wiki.apache.org/tomcat/HowTo#head-e82228c43a0ce77f71ebe
64fc99ced3
 3c9506ffe
 
 At any rate, it's a starting place.  Your mileage will vary...
 
 ==Mac
 
 On 9/27/07, Watson, Benjamin A. [EMAIL PROTECTED] wrote:
  **
 
 
 
  List,
 
 
 
  Recently, we've been toying around with MidTier 7.1  RKM 
 under Tomcat 
  standalone.  So far, so good.  However, we do have one issue to
 address
  before calling this a complete success in replicating our current 
  environment.
 
 
 
  Under our current environment (IIS/ServletExec), we perform 
 a redirect
 under
  IIS for all requests coming to the server itself to get the user to

Re: ARS Helping Out The Little Guy

I'm currently involved in a project replacing an existing Magic-based
system to a new Remedy System (ARSystem v7 ITESM v6).  The data
migration is NOT trivial.  Of course, our customer doesn't have very
good data in their Magic system to begin with (e.g. an e-mail address in
a first name field, etc.).

Ben

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On
Behalf Of E. Louise van Hine
Sent: Friday, September 28, 2007 12:32 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARS Helping Out The Little Guy

You really don't save a lot of money in software purchasing cost 
between ARS and
Magic - what you save is consulting time/dollars in the implementation.
so
up-front costs are still there whether you choose an ARS or a Magic
initial
solution. 
-- 
Regards,

Louise van Hine
KTSL Limited
[EMAIL PROTECTED]



Quoting Scott Hammons [EMAIL PROTECTED]:

 I agree with what's been posted so far.  I had the opportunity to 
 work with Magic Version 8 for a customer and while it met some short 
 term needs, it is not a flexible to work with from a administrator's 
 perspective.  What would be easy customizations to make in Remedy 
 seemed to be a choir in Magic and you would have to bring down and 
 restart the whole application for the simple changes to appear. 

 If the customer wants a more stable, flexible solution that can grow 
 with the business I would definitely follow some of the 
 recommendations already made here.  I don't think that there is an 
 easy migration path from Magic to Remedy, nor in my humble opinion 
 will there ever be. 

 Just my .02.  Hope this Helps. 

 Scott

 Scott Hammons

 Scott Hammons
 Principal Consultant
 Tivoli Security Practice
 Advanced Integrated Solutions, Inc. 
 [EMAIL PROTECTED]
 Cell: 
 From: Action Request System discussion list(ARSList) 
 [EMAIL PROTECTED] On Behalf Of James Van Sickle 
 [EMAIL PROTECTED]
 Sent: Friday, September 28,:39 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: ARS Helping Out The Little Guy

 Frank

   BMC does advertise Magic as their more cost-effective, low-end
 application for small to medium-sized businesses not able or eager to
make
 the large investment required with ARS.  That being said, however, I
would
 like to stress that it would be better in the long run if the company
 spends at least 30 to 40k now in order to get on a base ARS system,
and
 develop a small customized app to fit their initial needs until they
can
 move to ITSM.  I have found that once a company decides to go with an
 application, even for a short term solution, that application tends to
stay
 around for much longer than originally intended.  Money gets allocated
to
 other projects, priorities change, and so forth.  IMO, I believe they
would
 be much better off to bite the bullet now rather than fight months or
years
 later to get into a product that could even be more expensive later
than it
 is now. 

   Case in point, another company I worked with in the past had a
 subsidiary that was not happy with their ticketing system they used
for
 their call center.  They asked our dev team to put together a proposal
for
 implementing a Remedy system for their call center.  I mapped out
costs to
 implement the system in server hardware, app licensing, and time.  I
also
 factored in costs for integrating Remedy with their financial
applications,
 and time to build a custom application for their analysts.  In the
end,
 they did not want to spend the money required to convert over and use
 Remedy instead of their current app that was not fulfilling their
need.  It
 has been well over a year since that decision.  They are still with
their
 old application, and they are still very much unhappy with it. 

 (Embedded image moved to file: pic07619.gif)Countrywide


 James Van Sickle
 Remedy Developer
 IT - Remedy Development


 http://www.countrywide.com






  Carey Matthew
  Black
  [EMAIL PROTECTED]
To
  COM  arslist@ARSLIST.ORG
  Sent by: Action
cc
  Request System
  discussion
Subject
  list(ARSList)Re: [ARSLIST] ARS Helping Out
The
  [EMAIL PROTECTED] Little Guy
  ORG


  09/28/2007 09:54
  AM


  Please respond to
  [EMAIL PROTECTED]
 RG






 Frank,

 My suggestions would be the following:

 1) Buy the server, and the User license, but not the application. 
 Build to need with internal efforts. 

 If that is to expensive... 

 2) Contact BMC and get it in writing that buying Magic now could save
 them money later when they are ready to upgrade to ARS.(If such a
 thing exists.) It might be a cheaper initial buy-in, but it will also
 likely cost you more (over all) then just starting with the base ARS
 server. I would also push to explore the upgrade features from Magic
 to ITSM Service

Escalation creating dup tickets

2007-10-01 Thread Pickering, Christopher

Hello all,

Has anyone seen where a single escalation fires and creates matching
tickets where the only difference is the Request ID?  In the logs, it
shows the escalation firing, doing a push to ITSM (Help Desk), does a
return setfield back into the original form that a second setfield
changes the value which triggered the escl firing in the first place,
then immediately there after, with no escalation fire a second Help Desk
Desk ticket is created with a sequential requestID.

This is in a server group, but I have confirmed that the escalations are
only firing on one of the 3 servers.

ARS 6.3, CSS 5.01, ITSM 6.0, Solaris 5.9, Sybase 12.5.3.

C

 

Christopher H. Pickering
Remedy System Administrator
Premiere Global Services, Inc.
100 Tormee Drive
Tinton Falls, NJ  07712
732.389.3900 X2411/800.333.0568 X2411
[EMAIL PROTECTED]
www.premiereglobal.com http://www.premiereglobal.com/ 

 

 

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PGISigBlock.gifGlacier Bkgrd.jpg

Clarification on DST ending

2007-10-01 Thread Dudley, Joelie

I just want to make sure I understand this correctly.  When DST ends the
first weekend in November the clocks get turned back one hour, in the
past this would cause escalation between 2-3 am to fire twice is this
still the case?

The patch back in the spring was only to change the timeframe of when it
was to occurred, correct?

Thanks in advance for the clarification.

Joelie Dudley
Application Developer
555 Walnut Street
7th Floor, Forum Place
Harrisburg, PA 17110
Phone: (717) 772-8143
 

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Re: Escalation creating dup tickets

GlacierChris,

What is the workflow behind the creation of the ticket?

I mean when the Escalation fires, is the Escalation directly creating that
ticket? Or is a Filter set to fire on that Escalation create that ticket?

What are the exactly actions on your Escalations as well as filters created
to fire on that Escalation?

It definitely isn't a problem with the Server Groups. Server groups allow
for only one Escalation server within the server group.

Joe D'Souza
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Pickering, Christopher
  Sent: Monday, October 01, 2007 12:24 PM
  To: arslist@ARSLIST.ORG
  Subject: Escalation creating dup tickets


  **
  Hello all,

  Has anyone seen where a single escalation fires and creates matching
tickets where the only difference is the Request ID?  In the logs, it shows
the escalation firing, doing a push to ITSM (Help Desk), does a return
setfield back into the original form that a second setfield changes the
value which triggered the escl firing in the first place, then immediately
there after, with no escalation fire a second Help Desk Desk ticket is
created with a sequential requestID.

  This is in a server group, but I have confirmed that the escalations are
only firing on one of the 3 servers.

  ARS 6.3, CSS 5.01, ITSM 6.0, Solaris 5.9, Sybase 12.5.3.

  C


Christopher H. Pickering
Remedy System Administrator
Premiere Global Services, Inc.
100 Tormee Drive
Tinton Falls, NJ  07712
732.389.3900 X2411/800.333.0568 X2411
[EMAIL PROTECTED]
www.premiereglobal.com


No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.5.488 / Virus Database: 269.13.36/1041 - Release Date: 10/1/2007
10:20 AM

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attachment: Glacier Bkgrd.jpg

Can not Display Page and Caught Exception errors in Internet Explorer

2007-10-01 Thread Rabi Tripathi

Hi all,
I have ITSM 7 and a few forms, especially when opened
through buttons (like the Create braodcast button on
Incident console) open with one or both of the
following errors:
Can not Display Page 
and Caught Exception: Access is denied

It's happening with everybody. On Remedy User, things
are fine. This is a rather new installation, so it's
not an issue that suddenly showed up. Probably has
always been like this since installation.

Using IE 6 and 7, and IIS for web server.

I copied the URL of the page that doesn't display:
http://dpew10/arsys/forms/dpew12/CFG%3ABroadcast/Dialog+New%2FModify+View/?cacheid=828bdee6

Typing this URL directly on the browser returns the
same ..can not display... error. When I remove
everything after dpew12, I do get the AR System
Object List. This is interesting, but still trying to
figure out what this means.

The form CFG:Broadcast is of course there and the view
as well. We've flushed Mid-tier cache many times
recently.

Any tips?




   

Take the Internet to Go: Yahoo!Go puts the Internet in your pocket: mail, news, 
photos  more. 
http://mobile.yahoo.com/go?refer=1GNXIC

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Re: Notification Help

2007-10-01 Thread Mayfield, Andy L.

I was hoping to be able to do a Run Process call from an Active Link
that would fire a Filter or Escalation to send a notification.
 
While a very viable solution, I would prefer not to have to create
another form just to send a notification. I am obviously not the most
experienced Remedy Admin (pretty much muddle my way through it), but it
seems silly that ARS will not let you do a Notification action from an
active link. I'm guessing it has to do with Active Links being executed
on the Client side, but it would be nice to be able to call a Filter or
something from the active link.

I think I am going to try David's suggestion about doing a push to the
email form. 

If I can't get that to work I may try the Display Only Send email flag
someone mentioned in another post.

If all else fails, I guess I will have to create a display only form and
try it that way. I was thinking it would be more work, but at this point
it's not sounding too bad. 

Thanks for all the ideas guys. Without this list my life would be much
more difficult.

Andy L. Mayfield
Sr. System Operation Specialist
Alabama Power Company
Office: 8-226-1805

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: Friday, September 28, 2007 8:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: Notification Help

And what's your consternation about the proposed junk form idea?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Friday, September 28, 2007 6:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: Notification Help

Andy,

Why is a Run Process call better than a Push action in your opinion?

-- 
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 9/27/07, Mayfield, Andy L. [EMAIL PROTECTED] wrote:
 Thanks Norm. I was afraid that was the answer I was going to get. Is
 there not a way to call a filter or escalation from a Run Process?

 Andy L. Mayfield
 Sr. System Operation Specialist
 Alabama Power Company
 Office: 8-226-1805


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Re: Notification Help

Andy,

Actually it was Sabrina that first suggested the push fields action.

Because of the issue with email notification processes truncating the
T0: and CC: addresses to 256 characters, we've changed a lot of our
workflow to use push fields directly to the Email Messages form.  If you
need any help just drop me on note and I'll share our experiences.

Dave

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
Sent: Monday, October 01, 2007 12:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: Notification Help

I was hoping to be able to do a Run Process call from an Active Link
that would fire a Filter or Escalation to send a notification.
 
While a very viable solution, I would prefer not to have to create
another form just to send a notification. I am obviously not the most
experienced Remedy Admin (pretty much muddle my way through it), but it
seems silly that ARS will not let you do a Notification action from an
active link. I'm guessing it has to do with Active Links being executed
on the Client side, but it would be nice to be able to call a Filter or
something from the active link.

I think I am going to try David's suggestion about doing a push to the
email form. 

If I can't get that to work I may try the Display Only Send email flag
someone mentioned in another post.

If all else fails, I guess I will have to create a display only form and
try it that way. I was thinking it would be more work, but at this point
it's not sounding too bad. 

Thanks for all the ideas guys. Without this list my life would be much
more difficult.

Andy L. Mayfield
Sr. System Operation Specialist
Alabama Power Company
Office: 8-226-1805

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: Friday, September 28, 2007 8:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: Notification Help

And what's your consternation about the proposed junk form idea?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Friday, September 28, 2007 6:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: Notification Help

Andy,

Why is a Run Process call better than a Push action in your opinion?

-- 
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 9/27/07, Mayfield, Andy L. [EMAIL PROTECTED] wrote:
 Thanks Norm. I was afraid that was the answer I was going to get. Is
 there not a way to call a filter or escalation from a Run Process?

 Andy L. Mayfield
 Sr. System Operation Specialist
 Alabama Power Company
 Office: 8-226-1805


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Re: Clarification on DST ending

2007-10-01 Thread Howard Richter

I thought this patch was to fix both sides of the time change.

Howard


On 10/1/07, Dudley, Joelie [EMAIL PROTECTED] wrote:

 I just want to make sure I understand this correctly.  When DST ends the
 first weekend in November the clocks get turned back one hour, in the
 past this would cause escalation between 2-3 am to fire twice is this
 still the case?

 The patch back in the spring was only to change the timeframe of when it
 was to occurred, correct?

 Thanks in advance for the clarification.

 Joelie Dudley
 Application Developer
 555 Walnut Street
 7th Floor, Forum Place
 Harrisburg, PA 17110
 Phone: (717) 772-8143



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-- 
Howard Richter

Remedy ServiceDesk Manager
CedarCrestone Managed Services Center

[EMAIL PROTECTED]

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Re: Alternatives to DSO for Data Transfer

2007-10-01 Thread Nall, Roger

If you are using SQL Server you are not dependent on the Remedy version
to institute transactional replication. We have been using this since
ARS 4.5.

Thanks,

Roger A. Nall
Manager, OSSNMS Remedy
T-Mobile USA
Desk: 813-348-2556
Cell: 973-652-6723
FAX: 813-348-2565
sf49fanv AIM IM
RogerNall   Yahoo IM
 
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Hall Chad - chahal
Sent: Friday, September 28, 2007 8:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: Alternatives to DSO for Data Transfer

What backend database are you running? And what version of ARS?
 
I've been told that either 7.0.1 or 7.1 (can't remember which) will
support transactional replication. So for example you could setup SQL
Server replication on the tables you want to keep in sync. I plan to do
this for our separate reporting server some day. That may not fit your
needs if you only want some transferred and not all. But it should be
more efficient and reliable than DSO if you simply need to copy all
ticket data.
 
Web services might work well for you. Although I would worry about how
it would handle high volumes. I haven't been down that road with
Remedy's web services but I've seen others that simply weren't a good
fit for high volume interfaces.
 
Chad Hall
501-342-2650



From: Action Request System discussion list(ARSList) on behalf of Jeff
Lockemy (Serco North America)
Sent: Fri 9/28/2007 6:27 PM
To: arslist@ARSLIST.ORG
Subject: Alternatives to DSO for Data Transfer


** 

Hello Listers,

 

I am trying to find out what solutions are out there that folks might be
using as an alternate to DSO, to transfer Remedy tickets between Remedy
servers.

 

My customer cannot use DSO due to port and encryption level
restrictions.  Currently, we are using a solution provided to us by
another group.  This solution uses IBM WebSphere MQ and a product called
ARSXML (not be to confused with ARXML, ARSXML is a product by N-Tuition,
a Remedy partner out of Germany).  This solution has some design
pitfalls (on the ARSXML side) that are proving to be a challenge to
overcome.  So we want to see what other options out there might exist.

 

One thought that was brought up several years back with this customer
was to design and build a solution on Remedy Web Services, transferring
tickets through SOAP, Mid-Tier to Mid-Tier.  I believe they had a design
prototype back then, but I was not involved in it, nor does anything
exist of it.  Has anyone done this, or some other solution that they
could share?

 

Any ideas or input anyone has is much appreciated...

 

Regards,
Jeff

 

 

 

 

 

Jeff Lockemy

Remedy Skilled Professional

Serco North America

(619) 524-2303

[EMAIL PROTECTED]

 

 

 

 

 

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If the reader of this message is not the intended recipient, you are 
hereby notified that any dissemination, distribution or copying of this
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Re: Can not Display Page and Caught Exception errors in Internet Explorer

2007-10-01 Thread Kaiser Norm E CIV USAF 96 CS/SCCE

Got any Javascript associated with the form and/or workflow?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi
Sent: Monday, October 01, 2007 11:59 AM
To: arslist@ARSLIST.ORG
Subject: Can not Display Page and Caught Exception errors in
Internet Explorer

Hi all,
I have ITSM 7 and a few forms, especially when opened
through buttons (like the Create braodcast button on
Incident console) open with one or both of the
following errors:
Can not Display Page 
and Caught Exception: Access is denied

It's happening with everybody. On Remedy User, things
are fine. This is a rather new installation, so it's
not an issue that suddenly showed up. Probably has
always been like this since installation.

Using IE 6 and 7, and IIS for web server.

I copied the URL of the page that doesn't display:
http://dpew10/arsys/forms/dpew12/CFG%3ABroadcast/Dialog+New%2FModify+Vie
w/?cacheid=828bdee6

Typing this URL directly on the browser returns the
same ..can not display... error. When I remove
everything after dpew12, I do get the AR System
Object List. This is interesting, but still trying to
figure out what this means.

The form CFG:Broadcast is of course there and the view
as well. We've flushed Mid-tier cache many times
recently.

Any tips?

Take the Internet to Go: Yahoo!Go puts the Internet in your pocket:
mail, news, photos  more. 
http://mobile.yahoo.com/go?refer=1GNXIC

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ITSM7 - Mass Change of Login / Access details

2007-10-01 Thread Runar Helle

Hi,

Is there an easy way to change attributes for several people at once?

I have previously used Action -- Modify all. However, in ITSM7 there seems to 
be some kind of restriction on some fields so that you cannot use that feature. 
For example, Modify All does not work on Unrestricted Access and License Type.

As far as I can se, Unrestricted Access is required when having a homemade 
system that access an ITSM7 form like CTM:People.

Any help is appreciated.

Regards,
Runar



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Re: ITSM7 - Mass Change of Login / Access details

2007-10-01 Thread Kaiser Norm E CIV USAF 96 CS/SCCE

How about writing a one-time escalation?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Runar Helle
Sent: Monday, October 01, 2007 12:13 PM
To: arslist@ARSLIST.ORG
Subject: ITSM7 - Mass Change of Login / Access details

** 

Hi,

Is there an easy way to change attributes for several people at once? 

I have previously used Action -- Modify all. However, in ITSM7 there
seems to be some kind of restriction on some fields so that you cannot
use that feature. For example, Modify All does not work on Unrestricted
Access and License Type.

As far as I can se, Unrestricted Access is required when having a
homemade system that access an ITSM7 form like CTM:People.

Any help is appreciated.

Regards,

Runar

__20060125___This posting was submitted with HTML in
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Re: Clarification on DST ending

Joelie,

I would say that it depends.  A lot has to do with how the system clock
is reset.  In the past with systems where the system clock is reset
immediately we often saw this happen.  Some of our UNIX servers were set
in a manner that the time change took effect over a period of time and
we wouldn't see double escalations.

With 7.0.1 Patch 3, I'm seeing slightly different behaviors with
escalations than I did with 6.3.  Under 6.3 on SUN, when we would set an
escalation to fire once a day, it would fire as soon as we saved the
escalation.  With 7.0.1, patch 003 on Windows, it doesn't fire
immediately but will trigger 24 hours later.

We may need to have someone from BMC/Remedy give us the true answer.

Dave

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Dudley, Joelie
Sent: Monday, October 01, 2007 12:38 PM
To: arslist@ARSLIST.ORG
Subject: Clarification on DST ending

I just want to make sure I understand this correctly.  When DST ends the
first weekend in November the clocks get turned back one hour, in the
past this would cause escalation between 2-3 am to fire twice is this
still the case?

The patch back in the spring was only to change the timeframe of when it
was to occurred, correct?

Thanks in advance for the clarification.

Joelie Dudley
Application Developer
555 Walnut Street
7th Floor, Forum Place
Harrisburg, PA 17110
Phone: (717) 772-8143
 


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Re: Notification Help

If you don't mind changing the timestamp on last modified date on your
current form you can create a temp display only field on the main form and
perform a save to that field that triggers a filter..



Joe D'Souza

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Shellman, David
Sent: Monday, October 01, 2007 1:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: Notification Help


Andy,

Actually it was Sabrina that first suggested the push fields action.

Because of the issue with email notification processes truncating the
T0: and CC: addresses to 256 characters, we've changed a lot of our
workflow to use push fields directly to the Email Messages form.  If you
need any help just drop me on note and I'll share our experiences.

Dave

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
Sent: Monday, October 01, 2007 12:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: Notification Help

I was hoping to be able to do a Run Process call from an Active Link
that would fire a Filter or Escalation to send a notification.

While a very viable solution, I would prefer not to have to create
another form just to send a notification. I am obviously not the most
experienced Remedy Admin (pretty much muddle my way through it), but it
seems silly that ARS will not let you do a Notification action from an
active link. I'm guessing it has to do with Active Links being executed
on the Client side, but it would be nice to be able to call a Filter or
something from the active link.

I think I am going to try David's suggestion about doing a push to the
email form.

If I can't get that to work I may try the Display Only Send email flag
someone mentioned in another post.

If all else fails, I guess I will have to create a display only form and
try it that way. I was thinking it would be more work, but at this point
it's not sounding too bad.

Thanks for all the ideas guys. Without this list my life would be much
more difficult.

Andy L. Mayfield
Sr. System Operation Specialist
Alabama Power Company
Office: 8-226-1805

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: Friday, September 28, 2007 8:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: Notification Help

And what's your consternation about the proposed junk form idea?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Friday, September 28, 2007 6:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: Notification Help

Andy,

Why is a Run Process call better than a Push action in your opinion?

--
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 9/27/07, Mayfield, Andy L. [EMAIL PROTECTED] wrote:
 Thanks Norm. I was afraid that was the answer I was going to get. Is
 there not a way to call a filter or escalation from a Run Process?

 Andy L. Mayfield
 Sr. System Operation Specialist
 Alabama Power Company
 Office: 8-226-1805
No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.5.488 / Virus Database: 269.13.36/1041 - Release Date: 10/1/2007
10:20 AM

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Re: Escalation creating dup tickets

2007-10-01 Thread Pickering, Christopher

Joe,
 
There are no filters firing on this.  Only 2 escalations, one for US and
one for Row.  Each escalation has 3 actions.
1.  A push field taking data from the original form and pushing to Help
Desk with a 1=2 qualification.
2.  Takes the HD request ID and sets it back to the original form.
3.  Sets a single field from No to Yes in the original form
acknowledging that the data was acted upon via the escalation.
 
This is the run if on the escalation:  ( 'Acknowledged' = No) AND (
'Location' !=  EU_SuperNode )
 
C



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Monday, October 01, 2007 12:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: Escalation creating dup tickets


** 
Chris,
 
What is the workflow behind the creation of the ticket?
 
I mean when the Escalation fires, is the Escalation directly creating
that ticket? Or is a Filter set to fire on that Escalation create that
ticket?
 
What are the exactly actions on your Escalations as well as filters
created to fire on that Escalation?
 
It definitely isn't a problem with the Server Groups. Server groups
allow for only one Escalation server within the server group.
 
Joe D'Souza

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Pickering, Christopher
Sent: Monday, October 01, 2007 12:24 PM
To: arslist@ARSLIST.ORG
Subject: Escalation creating dup tickets


** 

Hello all,

Has anyone seen where a single escalation fires and creates
matching tickets where the only difference is the Request ID?  In the
logs, it shows the escalation firing, doing a push to ITSM (Help Desk),
does a return setfield back into the original form that a second
setfield changes the value which triggered the escl firing in the first
place, then immediately there after, with no escalation fire a second
Help Desk Desk ticket is created with a sequential requestID.

This is in a server group, but I have confirmed that the
escalations are only firing on one of the 3 servers.

ARS 6.3, CSS 5.01, ITSM 6.0, Solaris 5.9, Sybase 12.5.3.

C

 

Christopher H. Pickering
Remedy System Administrator
Premiere Global Services, Inc.
100 Tormee Drive
Tinton Falls, NJ  07712
732.389.3900 X2411/800.333.0568 X2411
[EMAIL PROTECTED]
www.premiereglobal.com http://www.premiereglobal.com/ 

 http://www.ptek.com/demos/banners/PGISigBlock.gif 

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Glacier Bkgrd.jpg

Re: ITSM7 - Mass Change of Login / Access details

Have you attempted direct SQL or is that not a viable option considering you
may want filters to fire set to fire on modify?

Joe D'Souza
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Runar Helle
  Sent: Monday, October 01, 2007 1:13 PM
  To: arslist@ARSLIST.ORG
  Subject: ITSM7 - Mass Change of Login / Access details

  **
  Hi,

  Is there an easy way to change attributes for several people at once?

  I have previously used Action a Modify all. However, in ITSM7 there seems
to be some kind of restriction on some fields so that you cannot use that
feature. For example, Modify All does not work on Unrestricted Access and
License Type.

  As far as I can se, Unrestricted Access is required when having a homemade
system that access an ITSM7 form like CTM:People.

  Any help is appreciated.

  Regards,

  Runar

No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.5.488 / Virus Database: 269.13.36/1041 - Release Date: 10/1/2007
10:20 AM

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CMDB2 - what class for network hardware?

2007-10-01 Thread Covert, Jack

Hi guys.  For those of you using CMDB 2, what classes are you using to
store your network hardware (switches, routers, etc.).

 

Jack

 

Corporate IT

Enterprise Systems Management

Remedy Support Team

 

 

Remedy Support Team Home Page

 http://collaborate.mckesson.com/sites/esm/remedy
http://collaborate.mckesson.com/sites/esm/remedy

 


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Re: Clarification on DST ending

Joe,
 
We've seen this behavior for years.  It happens with escalations that
are set to fire in the 2:00 AM to 3:00 AM time frame.  I think it also
happens with escalations that are just set to fire at intervals.
 
Dave


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Monday, October 01, 2007 1:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: Clarification on DST ending


** 
Joelie,
 
A workaround could be having the escalation check for the last time it
fired, and not fire if it has already fired an hour or 2 ago. This would
mean you would have to customize your form for having the last time the
escalation fired and setting that timestamp there and fixing the run if
condition on your escalation accordingly..
 
Cheers
 
Joe D'Souza

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Shellman, David
Sent: Monday, October 01, 2007 1:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Clarification on DST ending


Joelie,

I would say that it depends.  A lot has to do with how the system clock
is reset.  In the past with systems where the system clock is reset
immediately we often saw this happen.  Some of our UNIX servers were set
in a manner that the time change took effect over a period of time and
we wouldn't see double escalations.

With 7.0.1 Patch 3, I'm seeing slightly different behaviors with
escalations than I did with 6.3.  Under 6.3 on SUN, when we would set an
escalation to fire once a day, it would fire as soon as we saved the
escalation.  With 7.0.1, patch 003 on Windows, it doesn't fire
immediately but will trigger 24 hours later.

We may need to have someone from BMC/Remedy give us the true answer.

Dave

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Dudley, Joelie
Sent: Monday, October 01, 2007 12:38 PM
To: arslist@ARSLIST.ORG
Subject: Clarification on DST ending

I just want to make sure I understand this correctly.  When DST ends the
first weekend in November the clocks get turned back one hour, in the
past this would cause escalation between 2-3 am to fire twice is this
still the case?

The patch back in the spring was only to change the timeframe of when it
was to occurred, correct?

Thanks in advance for the clarification.

Joelie Dudley
Application Developer
555 Walnut Street
7th Floor, Forum Place
Harrisburg, PA 17110
Phone: (717) 772-8143

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Re: Escalation creating dup tickets

GlacierChris,

What are the chances that both your escalations evaluate to True, thus
firing actions twice during the runtime of both the escalations resulting in
2 tickets?

Joe D'Souza
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Pickering, Christopher
  Sent: Monday, October 01, 2007 1:41 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: Escalation creating dup tickets


  **
  Joe,

  There are no filters firing on this.  Only 2 escalations, one for US and
one for Row.  Each escalation has 3 actions.
  1.  A push field taking data from the original form and pushing to Help
Desk with a 1=2 qualification.
  2.  Takes the HD request ID and sets it back to the original form.
  3.  Sets a single field from No to Yes in the original form acknowledging
that the data was acted upon via the escalation.

  This is the run if on the escalation:  ( 'Acknowledged' = No) AND (
'Location' !=  EU_SuperNode )

  C




--
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
  Sent: Monday, October 01, 2007 12:50 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: Escalation creating dup tickets


  **
  Chris,

  What is the workflow behind the creation of the ticket?

  I mean when the Escalation fires, is the Escalation directly creating that
ticket? Or is a Filter set to fire on that Escalation create that ticket?

  What are the exactly actions on your Escalations as well as filters
created to fire on that Escalation?

  It definitely isn't a problem with the Server Groups. Server groups allow
for only one Escalation server within the server group.

  Joe D'Souza
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Pickering, Christopher
Sent: Monday, October 01, 2007 12:24 PM
To: arslist@ARSLIST.ORG
Subject: Escalation creating dup tickets


**
Hello all,

Has anyone seen where a single escalation fires and creates matching
tickets where the only difference is the Request ID?  In the logs, it shows
the escalation firing, doing a push to ITSM (Help Desk), does a return
setfield back into the original form that a second setfield changes the
value which triggered the escl firing in the first place, then immediately
there after, with no escalation fire a second Help Desk Desk ticket is
created with a sequential requestID.

This is in a server group, but I have confirmed that the escalations are
only firing on one of the 3 servers.

ARS 6.3, CSS 5.01, ITSM 6.0, Solaris 5.9, Sybase 12.5.3.

C


  Christopher H. Pickering
  Remedy System Administrator
  Premiere Global Services, Inc.
  100 Tormee Drive
  Tinton Falls, NJ  07712
  732.389.3900 X2411/800.333.0568 X2411
  [EMAIL PROTECTED]
  www.premiereglobal.com


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Re: CMDB2 - what class for network hardware?

2007-10-01 Thread Pierson, Shawn

We're just planning to use Computer System for almost everything
networking related.  We will just use different categorizations to track
it.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Covert, Jack
Sent: Monday, October 01, 2007 12:26 PM
To: arslist@ARSLIST.ORG
Subject: CMDB2 - what class for network hardware?

**

Hi guys.  For those of you using CMDB 2, what classes are you
using to store your network hardware (switches, routers, etc.).

Jack

Corporate IT

Enterprise Systems Management

Remedy Support Team

Remedy Support Team Home Page

http://collaborate.mckesson.com/sites/esm/remedy
http://collaborate.mckesson.com/sites/esm/remedy

__20060125___This posting was submitted with
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Re: Clarification on DST ending

Yes I understand the reason why its happening. I was suggesting a workaround
for it not to happen by time stamping the run time of the escalation and
having an inclusion on the run if condition to make sure that the last time
it has fired is greater than 1 or 2 hours as the case may be so it fires the
next time only on the next night, thus eliminating the exception when the
time is reset due to DST adjustments.

Cheers

Joe D'Souza
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Shellman, David
  Sent: Monday, October 01, 2007 1:48 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: Clarification on DST ending


  **
  Joe,

  We've seen this behavior for years.  It happens with escalations that are
set to fire in the 2:00 AM to 3:00 AM time frame.  I think it also happens
with escalations that are just set to fire at intervals.

  Dave


--

  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
  Sent: Monday, October 01, 2007 1:41 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: Clarification on DST ending


  **
  Joelie,

  A workaround could be having the escalation check for the last time it
fired, and not fire if it has already fired an hour or 2 ago. This would
mean you would have to customize your form for having the last time the
escalation fired and setting that timestamp there and fixing the run if
condition on your escalation accordingly..

  Cheers

  Joe D'Souza
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Shellman, David
  Sent: Monday, October 01, 2007 1:17 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: Clarification on DST ending


  Joelie,

  I would say that it depends.  A lot has to do with how the system clock
  is reset.  In the past with systems where the system clock is reset
  immediately we often saw this happen.  Some of our UNIX servers were set
  in a manner that the time change took effect over a period of time and
  we wouldn't see double escalations.

  With 7.0.1 Patch 3, I'm seeing slightly different behaviors with
  escalations than I did with 6.3.  Under 6.3 on SUN, when we would set an
  escalation to fire once a day, it would fire as soon as we saved the
  escalation.  With 7.0.1, patch 003 on Windows, it doesn't fire
  immediately but will trigger 24 hours later.

  We may need to have someone from BMC/Remedy give us the true answer.

  Dave

  -Original Message-
  From: Action Request System discussion list(ARSList)
  [mailto:[EMAIL PROTECTED] On Behalf Of Dudley, Joelie
  Sent: Monday, October 01, 2007 12:38 PM
  To: arslist@ARSLIST.ORG
  Subject: Clarification on DST ending

  I just want to make sure I understand this correctly.  When DST ends the
  first weekend in November the clocks get turned back one hour, in the
  past this would cause escalation between 2-3 am to fire twice is this
  still the case?

  The patch back in the spring was only to change the timeframe of when it
  was to occurred, correct?

  Thanks in advance for the clarification.

  Joelie Dudley
  Application Developer
  555 Walnut Street
  7th Floor, Forum Place
  Harrisburg, PA 17110
  Phone: (717) 772-8143

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10:20 AM

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Re: Clarification on DST ending

It would be nice if we would have designed our escalation to run that
way here at TycoElectronics but we haven't.  I doubt that the OOB
escalations execute that way either.
 
Good suggestion though.
 
Dave



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Monday, October 01, 2007 1:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: Clarification on DST ending


** 
Yes I understand the reason why its happening. I was suggesting a
workaround for it not to happen by time stamping the run time of the
escalation and having an inclusion on the run if condition to make sure
that the last time it has fired is greater than 1 or 2 hours as the case
may be so it fires the next time only on the next night, thus
eliminating the exception when the time is reset due to DST adjustments.
 
Cheers
 
Joe D'Souza

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Shellman, David
Sent: Monday, October 01, 2007 1:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: Clarification on DST ending


** 
Joe,
 
We've seen this behavior for years.  It happens with escalations
that are set to fire in the 2:00 AM to 3:00 AM time frame.  I think it
also happens with escalations that are just set to fire at intervals.
 
Dave


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Monday, October 01, 2007 1:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: Clarification on DST ending


** 
Joelie,
 
A workaround could be having the escalation check for the last
time it fired, and not fire if it has already fired an hour or 2 ago.
This would mean you would have to customize your form for having the
last time the escalation fired and setting that timestamp there and
fixing the run if condition on your escalation accordingly..
 
Cheers
 
Joe D'Souza

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Shellman, David
Sent: Monday, October 01, 2007 1:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Clarification on DST ending


Joelie,

I would say that it depends.  A lot has to do with how the
system clock
is reset.  In the past with systems where the system clock is
reset
immediately we often saw this happen.  Some of our UNIX servers
were set
in a manner that the time change took effect over a period of
time and
we wouldn't see double escalations.

With 7.0.1 Patch 3, I'm seeing slightly different behaviors with
escalations than I did with 6.3.  Under 6.3 on SUN, when we
would set an
escalation to fire once a day, it would fire as soon as we saved
the
escalation.  With 7.0.1, patch 003 on Windows, it doesn't fire
immediately but will trigger 24 hours later.

We may need to have someone from BMC/Remedy give us the true
answer.

Dave

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Dudley, Joelie
Sent: Monday, October 01, 2007 12:38 PM
To: arslist@ARSLIST.ORG
Subject: Clarification on DST ending

I just want to make sure I understand this correctly.  When DST
ends the
first weekend in November the clocks get turned back one hour,
in the
past this would cause escalation between 2-3 am to fire twice is
this
still the case?

The patch back in the spring was only to change the timeframe of
when it
was to occurred, correct?

Thanks in advance for the clarification.

Joelie Dudley
Application Developer
555 Walnut Street
7th Floor, Forum Place
Harrisburg, PA 17110
Phone: (717) 772-8143

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Re: CMDB2 - what class for network hardware?

2007-10-01 Thread Jarl Grøneng

BMC.CORE:BMC_ComputerSystem: PrimaryCapability = Router
BMC.CORE:BMC_ComputerSystem: PrimaryCapability = Switch


--
Jarl

On 10/1/07, Covert, Jack [EMAIL PROTECTED] wrote:
 **



 Hi guys.  For those of you using CMDB 2, what classes are you using to store
 your network hardware (switches, routers, etc.).



 Jack



 Corporate IT

 Enterprise Systems Management

 Remedy Support Team





 Remedy Support Team Home Page

 http://collaborate.mckesson.com/sites/esm/remedy

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 submitted with HTML in it___

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Re: Error message when running CR with AR UT 7.1

2007-10-01 Thread Brad Terhune

Thank you Dave.  I have actually never used CR except through the user
tool.  I am going to see if I can download a copy.  Thanks again,
Brad

On 10/1/07, [EMAIL PROTECTED] [EMAIL PROTECTED] wrote:
 **

 Brad,
 I have found in the past when a report return this error it is out of sync
 with the database.  The error should resolve if you open the report with CR
 and then verify the database.  Usually the CR will want to remap a couple of
 fields and once it is complete your report should run.  Additionally you may
 want to ensure that Use Underscores is checked in the ODBC settings for your
 CR development system and for any systems the report will be run on.

 HTHs
 Dave


 - Original Message 
 From: Brad Terhune [EMAIL PROTECTED]
 To: arslist@ARSLIST.ORG
 Sent: Sunday, September 30, 2007 10:07:36 PM
 Subject: Error message when running CR with AR UT 7.1


 All my reports run fine except the one I actually need!  I get the
 following error message when running a the Case Count for Category,
 Type, Item under Helpdesk, Case Information, My Resolved Cases:
 An error occurred while generating the Crystal report: 0x800473ce -
 This field name is not known. (ARERR 1904)

 I looked in the ODBC under Administrative Tools.  I am running this
 under Vista using User Tool 7.1 and my server is AR 6.3.

 I thought it might be Vista and user tool 7.1 so I tried running it
 off the server running Windows Server 2003 and UT 6.3.  I could not
 get any of the reports to run off that box.  Numerous errors- possibly
 ODBC issues but I'm not sure.

 Does anyone have any suggestions for me fixing this particular report
 on my workstation (Resolved Case Counts by Category, Type, Item)?
 Thanks,
 Brad

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Re: Clarification on DST ending

Its a pretty rare exception so I'm not surprised its not handled. Its not
applicable to a lot of countries anyway, but considering the ARS was
primarily designed and used in the west, where use of DST is more common,
maybe its time they do include such exceptions in their workflow where
workflow based on time as in Escalations could stand impacted. Honestly if
Jolie hadn't pointed out her problem I wouldn't have thought of that
exception either.. not until an application was impacted..

Joe D'Souza
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Shellman, David
  Sent: Monday, October 01, 2007 1:57 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: Clarification on DST ending


  **
  It would be nice if we would have designed our escalation to run that way
here at TycoElectronics but we haven't.  I doubt that the OOB escalations
execute that way either.

  Good suggestion though.

  Dave




--
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
  Sent: Monday, October 01, 2007 1:54 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: Clarification on DST ending


  **
  Yes I understand the reason why its happening. I was suggesting a
workaround for it not to happen by time stamping the run time of the
escalation and having an inclusion on the run if condition to make sure that
the last time it has fired is greater than 1 or 2 hours as the case may be
so it fires the next time only on the next night, thus eliminating the
exception when the time is reset due to DST adjustments.

  Cheers

  Joe D'Souza
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Shellman, David
Sent: Monday, October 01, 2007 1:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: Clarification on DST ending


**
Joe,

We've seen this behavior for years.  It happens with escalations that
are set to fire in the 2:00 AM to 3:00 AM time frame.  I think it also
happens with escalations that are just set to fire at intervals.

Dave



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Monday, October 01, 2007 1:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: Clarification on DST ending


**
Joelie,

A workaround could be having the escalation check for the last time it
fired, and not fire if it has already fired an hour or 2 ago. This would
mean you would have to customize your form for having the last time the
escalation fired and setting that timestamp there and fixing the run if
condition on your escalation accordingly..

Cheers

Joe D'Souza
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Shellman, David
Sent: Monday, October 01, 2007 1:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Clarification on DST ending


Joelie,

I would say that it depends.  A lot has to do with how the system clock
is reset.  In the past with systems where the system clock is reset
immediately we often saw this happen.  Some of our UNIX servers were set
in a manner that the time change took effect over a period of time and
we wouldn't see double escalations.

With 7.0.1 Patch 3, I'm seeing slightly different behaviors with
escalations than I did with 6.3.  Under 6.3 on SUN, when we would set an
escalation to fire once a day, it would fire as soon as we saved the
escalation.  With 7.0.1, patch 003 on Windows, it doesn't fire
immediately but will trigger 24 hours later.

We may need to have someone from BMC/Remedy give us the true answer.

Dave

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Dudley, Joelie
Sent: Monday, October 01, 2007 12:38 PM
To: arslist@ARSLIST.ORG
Subject: Clarification on DST ending

I just want to make sure I understand this correctly.  When DST ends the
first weekend in November the clocks get turned back one hour, in the
past this would cause escalation between 2-3 am to fire twice is this
still the case?

The patch back in the spring was only to change the timeframe of when it
was to occurred, correct?

Thanks in advance for the clarification.

Joelie Dudley
Application Developer
555 Walnut Street
7th Floor, Forum Place
Harrisburg, PA 17110
Phone: (717) 772-8143

No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.5.488 / Virus Database: 269.13.36/1041 - Release Date: 10/1/2007
10:20 AM

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Re: CMDB2 - what class for network hardware?

2007-10-01 Thread Covert, Jack

Yeah, I thought of that.  I'm surprised there is such a glaring hole in
the CDM...

I think I'd rather create a new class structure to capture this
information...

Jack Covert

Corporate IT
Enterprise Systems Management
Remedy Support Team
 
 
Remedy Support Team Home Page
http://collaborate.mckesson.com/sites/esm/remedy

-Original Message-
From: Pierson, Shawn [mailto:[EMAIL PROTECTED] 
Sent: Monday, October 01, 2007 10:49 AM
To: arslist@ARSLIST.ORG
Subject: Re: CMDB2 - what class for network hardware?

This is a multi-part message in MIME format.

--_=_NextPart_001_01C80453.5CEB7589
Content-Type: text/plain;
charset=us-ascii
Content-Transfer-Encoding: quoted-printable

We're just planning to use Computer System for almost everything
networking related.  We will just use different categorizations to track
it.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Covert, Jack
Sent: Monday, October 01, 2007 12:26 PM
To: arslist@ARSLIST.ORG
Subject: CMDB2 - what class for network hardware?


** 

Hi guys.  For those of you using CMDB 2, what classes are you
using to store your network hardware (switches, routers, etc.).

 

Jack

 

Corporate IT

Enterprise Systems Management

Remedy Support Team

 

 

Remedy Support Team Home Page

http://collaborate.mckesson.com/sites/esm/remedy
http://collaborate.mckesson.com/sites/esm/remedy 

 

__20060125___This posting was submitted with
HTML in it___ 


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you c=
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Re: Clarification on DST ending

Joe,
 
This might not help.  Part of what I've seen in the past is that a
duplicate pair of escalations are spawned.  It might help to stop the
second one from triggering but depending on timing they might fire at
the same time.
 
We usually have to cycle the app to get rid of the dups.
 
Dave


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Monday, October 01, 2007 2:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: Clarification on DST ending


** 
Its a pretty rare exception so I'm not surprised its not handled. Its
not applicable to a lot of countries anyway, but considering the ARS was
primarily designed and used in the west, where use of DST is more
common, maybe its time they do include such exceptions in their workflow
where workflow based on time as in Escalations could stand impacted.
Honestly if Jolie hadn't pointed out her problem I wouldn't have thought
of that exception either.. not until an application was impacted..
 
Joe D'Souza

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Shellman, David
Sent: Monday, October 01, 2007 1:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: Clarification on DST ending


** 
It would be nice if we would have designed our escalation to run
that way here at TycoElectronics but we haven't.  I doubt that the OOB
escalations execute that way either.
 
Good suggestion though.
 
Dave



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Monday, October 01, 2007 1:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: Clarification on DST ending


** 
Yes I understand the reason why its happening. I was suggesting
a workaround for it not to happen by time stamping the run time of the
escalation and having an inclusion on the run if condition to make sure
that the last time it has fired is greater than 1 or 2 hours as the case
may be so it fires the next time only on the next night, thus
eliminating the exception when the time is reset due to DST adjustments.
 
Cheers

 
Joe D'Souza

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Shellman, David
Sent: Monday, October 01, 2007 1:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: Clarification on DST ending


** 
Joe,
 
We've seen this behavior for years.  It happens with
escalations that are set to fire in the 2:00 AM to 3:00 AM time frame.
I think it also happens with escalations that are just set to fire at
intervals.
 
Dave


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Monday, October 01, 2007 1:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: Clarification on DST ending


** 
Joelie,
 
A workaround could be having the escalation check for
the last time it fired, and not fire if it has already fired an hour or
2 ago. This would mean you would have to customize your form for having
the last time the escalation fired and setting that timestamp there and
fixing the run if condition on your escalation accordingly..
 
Cheers
 
Joe D'Souza

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Shellman, David
Sent: Monday, October 01, 2007 1:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Clarification on DST ending


Joelie,

I would say that it depends.  A lot has to do with how
the system clock
is reset.  In the past with systems where the system
clock is reset
immediately we often saw this happen.  Some of our UNIX
servers were set
in a manner that the time change took effect over a
period of time and
we wouldn't see double escalations.

With 7.0.1 Patch 3, I'm seeing slightly different
behaviors with
escalations than I did with 6.3.  Under 6.3 on SUN, when
we would set an
escalation to fire once a day, it would fire as soon as
we saved the
escalation.  With

Re: Escalation creating dup tickets

2007-10-01 Thread Michiel Beijen

Is this a filter phasing issue?
Usually, all set fields actions fire first, then all push fields actions to
ensure data integrity. If one of the set fields actions fail, there are no
records updated or created with the push fields action.
With filters you can change this behavior by adding `! (backtick exclamation
mark) to the filter name, I do not think that option works for escalations.

Try creating the escalation with only the first push fields action.
Create a filter that in this case (on create and $USER$ = AR_ESCALATOR or
the like) pushes the HD request back to the original form and set the field
from No to Yes.

Good luck,

-- 
Met vriendelijke groet / Kind regards
Michiel Beijen
__
MANSOLUTIONS
Energieweg 60-62
3771 NA Barneveld
The Netherlands
Tel. +31-(0)612968592
Mail [EMAIL PROTECTED]
Internet http://bsm.mansolutions.nl

On 10/1/07, Pickering, Christopher [EMAIL PROTECTED]
wrote:

 ** Joe,

 There are no filters firing on this.  Only 2 escalations, one for US and
 one for Row.  Each escalation has 3 actions.
 1.  A push field taking data from the original form and pushing to Help
 Desk with a 1=2 qualification.
 2.  Takes the HD request ID and sets it back to the original form.
 3.  Sets a single field from No to Yes in the original form acknowledging
 that the data was acted upon via the escalation.

 This is the run if on the escalation:  ( 'Acknowledged' = No) AND (
 'Location' !=  EU_SuperNode )

 C

  --
 *From:* Action Request System discussion list(ARSList) [mailto:
 [EMAIL PROTECTED] *On Behalf Of *Joe D'Souza
 *Sent:* Monday, October 01, 2007 12:50 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Escalation creating dup tickets

 ** Chris,

 What is the workflow behind the creation of the ticket?

 I mean when the Escalation fires, is the Escalation directly creating that
 ticket? Or is a Filter set to fire on that Escalation create that ticket?

 What are the exactly actions on your Escalations as well as filters
 created to fire on that Escalation?

 It definitely isn't a problem with the Server Groups. Server groups allow
 for only one Escalation server within the server group.
  **
 *Joe D'Souza*

 -Original Message-
 *From:* Action Request System discussion list(ARSList) [mailto:
 [EMAIL PROTECTED] Behalf Of *Pickering, Christopher
 *Sent:* Monday, October 01, 2007 12:24 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Escalation creating dup tickets

 **

 Hello all,

 Has anyone seen where a single escalation fires and creates matching
 tickets where the only difference is the Request ID?  In the logs, it shows
 the escalation firing, doing a push to ITSM (Help Desk), does a return
 setfield back into the original form that a second setfield changes the
 value which triggered the escl firing in the first place, then immediately
 there after, with no escalation fire a second Help Desk Desk ticket is
 created with a sequential requestID.

 This is in a server group, but I have confirmed that the escalations are
 only firing on one of the 3 servers.

 ARS 6.3, CSS 5.01, ITSM 6.0, Solaris 5.9, Sybase 12.5.3.

 C


Christopher H. Pickering
Remedy System Administrator
Premiere Global Services, Inc.
100 Tormee Drive
Tinton Falls, NJ  07712
732.389.3900 X2411/800.333.0568 X2411
[EMAIL PROTECTED]
www.premiereglobal.com

 **

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 it___
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RESOLVED - ITSM7 - Mass Change of Login / Access details

2007-10-01 Thread Runar Helle

Kaiser and Joe,

Thank you for your suggestions.

My escalation seemed to drop that field completely (I had a second push on Nick 
name that worked).

Direct SQL is not for me:-)

My workaround was to change Unrestricted access to Read/Write and did a 
modify all.

Thanks!

Best regards,
Runar

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE
Sent: 1. oktober 2007 19:15
To: arslist@ARSLIST.ORG
Subject: Re: ITSM7 - Mass Change of Login / Access details

How about writing a one-time escalation?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Runar Helle
Sent: Monday, October 01, 2007 12:13 PM
To: arslist@ARSLIST.ORG
Subject: ITSM7 - Mass Change of Login / Access details

**

Hi,



Is there an easy way to change attributes for several people at once?



I have previously used Action -- Modify all. However, in ITSM7 there
seems to be some kind of restriction on some fields so that you cannot
use that feature. For example, Modify All does not work on Unrestricted
Access and License Type.



As far as I can se, Unrestricted Access is required when having a
homemade system that access an ITSM7 form like CTM:People.



Any help is appreciated.



Regards,

Runar





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ARSlist AWards: Voting extended to Friday October 5th 6p.m. EST, more votes or Cancelled

2007-10-01 Thread Daniel Bloom

Since I didn't post the nominees for Products until a week late,

I will extend all voting for the week.

 

PLEASE NOTE: We need another 75 votes for a MVP,

or there will be no Award this year.

 

We need more votes for all categories or the Awards will be cancelled

for this year.

 

.. Daniel

p.s. MVP Nominees

Rick Cook

Joe D'Souza

Frederick W. Grooms

Christopher Strauss

 

Beyond the Call of Duty .

David Easter

Carrie Rodrieguez

Lenny Warren

 

products.

Posted recently, look them up..

 

 


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Re: Can not Display Page and Caught Exception errors in Internet Explorer

2007-10-01 Thread Rabi Tripathi

I am guessing not, but this is ITSM 7 OOB
form/functionality, so not too sure. I can check.

What if the answer is yes? What would I look for?

Interestingly, when I took out the view name from the
URL, the form showed up fine with the default
view(when typed directly on the browser). The
non-default view referenced in the URL does exist, so
I don't know what the deal is with that view. I
resaved the form/view, but no change.


--- Kaiser Norm E CIV USAF 96 CS/SCCE
[EMAIL PROTECTED] wrote:

 Got any Javascript associated with the form and/or
 workflow?
 
 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:[EMAIL PROTECTED] On Behalf Of Rabi
 Tripathi
 Sent: Monday, October 01, 2007 11:59 AM
 To: arslist@ARSLIST.ORG
 Subject: Can not Display Page and Caught
 Exception errors in
 Internet Explorer
 
 Hi all,
 I have ITSM 7 and a few forms, especially when
 opened
 through buttons (like the Create braodcast button
 on
 Incident console) open with one or both of the
 following errors:
 Can not Display Page 
 and Caught Exception: Access is denied
 
 It's happening with everybody. On Remedy User,
 things
 are fine. This is a rather new installation, so it's
 not an issue that suddenly showed up. Probably has
 always been like this since installation.
 
 Using IE 6 and 7, and IIS for web server.
 
 I copied the URL of the page that doesn't display:

http://dpew10/arsys/forms/dpew12/CFG%3ABroadcast/Dialog+New%2FModify+Vie
 w/?cacheid=828bdee6
 
 Typing this URL directly on the browser returns the
 same ..can not display... error. When I remove
 everything after dpew12, I do get the AR System
 Object List. This is interesting, but still trying
 to
 figure out what this means.
 
 The form CFG:Broadcast is of course there and the
 view
 as well. We've flushed Mid-tier cache many times
 recently.
 
 Any tips?
 
 
 
 



 
 Take the Internet to Go: Yahoo!Go puts the Internet
 in your pocket:
 mail, news, photos  more. 
 http://mobile.yahoo.com/go?refer=1GNXIC
 


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Re: Clarification on DST ending

2007-10-01 Thread Dudley, Joelie

** 

Thanks all.  I believe we will just disable escalations for that hour on
the night of the change, as we do use the ITSM 6.0 apps and I really
don't want to customize all of them right now.  I appreciate all the
insight and suggestions.

 

Thanks a lot everyone!

 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David
Sent: Monday, October 01, 2007 2:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: Clarification on DST ending

 

Joe,

 

This might not help.  Part of what I've seen in the past is that a
duplicate pair of escalations are spawned.  It might help to stop the
second one from triggering but depending on timing they might fire at
the same time.

 

We usually have to cycle the app to get rid of the dups.

 

Dave

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Monday, October 01, 2007 2:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: Clarification on DST ending

** 

Its a pretty rare exception so I'm not surprised its not handled. Its
not applicable to a lot of countries anyway, but considering the ARS was
primarily designed and used in the west, where use of DST is more
common, maybe its time they do include such exceptions in their workflow
where workflow based on time as in Escalations could stand impacted.
Honestly if Jolie hadn't pointed out her problem I wouldn't have thought
of that exception either.. not until an application was impacted..

 

Joe D'Souza

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Shellman, David
Sent: Monday, October 01, 2007 1:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: Clarification on DST ending

** 

It would be nice if we would have designed our escalation to run
that way here at TycoElectronics but we haven't.  I doubt that the OOB
escalations execute that way either.

 

Good suggestion though.

 

Dave

 


  _  


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Monday, October 01, 2007 1:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: Clarification on DST ending

** 

Yes I understand the reason why its happening. I was suggesting
a workaround for it not to happen by time stamping the run time of the
escalation and having an inclusion on the run if condition to make sure
that the last time it has fired is greater than 1 or 2 hours as the case
may be so it fires the next time only on the next night, thus
eliminating the exception when the time is reset due to DST adjustments.

 

Cheers

 

Joe D'Souza

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Shellman, David
Sent: Monday, October 01, 2007 1:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: Clarification on DST ending

** 

Joe,

 

We've seen this behavior for years.  It happens with
escalations that are set to fire in the 2:00 AM to 3:00 AM time frame.
I think it also happens with escalations that are just set to fire at
intervals.

 

Dave


  _  


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Monday, October 01, 2007 1:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: Clarification on DST ending

** 

Joelie,

 

A workaround could be having the escalation check for
the last time it fired, and not fire if it has already fired an hour or
2 ago. This would mean you would have to customize your form for having
the last time the escalation fired and setting that timestamp there and
fixing the run if condition on your escalation accordingly..

 

Cheers

 

Joe D'Souza

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Shellman, David
Sent: Monday, October 01, 2007 1:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Clarification on DST ending


Joelie,

I would say that it depends.  A lot has to do with how
the system clock
is reset.  In the past with systems where the system
clock is reset
immediately we often saw this happen.  Some of our UNIX
servers were set
in a manner

Re: CMDB2 - what class for network hardware?

2007-10-01 Thread Shyam Attavar

I believe in the CMDB 2.x best practices class they touch upon this item and 
recommend using the ComputerSystem class for tracking any networking HW with 
what Jarl has indicated below. We are in the process of using the mechanism 
recommended without creating our own classes, since this is an added 
overhead maintaining the system. However, there are couple of other areas 
where we have to use custom classes. I am not there yet in the 
implementation.

--
Shyam
- Original Message - 
From: Jarl Grøneng [EMAIL PROTECTED]

Newsgroups: gmane.comp.crm.arsystem.general
To: arslist@ARSLIST.ORG
Sent: Monday, October 01, 2007 10:57 AM
Subject: Re: CMDB2 - what class for network hardware?



BMC.CORE:BMC_ComputerSystem: PrimaryCapability = Router
BMC.CORE:BMC_ComputerSystem: PrimaryCapability = Switch


--
Jarl

On 10/1/07, Covert, Jack [EMAIL PROTECTED] wrote:

**



Hi guys.  For those of you using CMDB 2, what classes are you using to 
store

your network hardware (switches, routers, etc.).



Jack



Corporate IT

Enterprise Systems Management

Remedy Support Team





Remedy Support Team Home Page

http://collaborate.mckesson.com/sites/esm/remedy

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Re: Escalation creating dup tickets

2007-10-01 Thread Pickering, Christopher

Joe,
 
Is there a better email acct to send a piece of the escalation log.
There is something very odd within it.
 
C



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Monday, October 01, 2007 1:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: Escalation creating dup tickets


** 
Chris,
 
What are the chances that both your escalations evaluate to True, thus
firing actions twice during the runtime of both the escalations
resulting in 2 tickets?
 
Joe D'Souza

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Pickering, Christopher
Sent: Monday, October 01, 2007 1:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: Escalation creating dup tickets


** 
Joe,
 
There are no filters firing on this.  Only 2 escalations, one
for US and one for Row.  Each escalation has 3 actions.
1.  A push field taking data from the original form and pushing
to Help Desk with a 1=2 qualification.
2.  Takes the HD request ID and sets it back to the original
form.
3.  Sets a single field from No to Yes in the original form
acknowledging that the data was acted upon via the escalation.
 
This is the run if on the escalation:  ( 'Acknowledged' = No)
AND ( 'Location' !=  EU_SuperNode )
 
C



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Monday, October 01, 2007 12:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: Escalation creating dup tickets


** 
Chris,
 
What is the workflow behind the creation of the ticket?
 
I mean when the Escalation fires, is the Escalation directly
creating that ticket? Or is a Filter set to fire on that Escalation
create that ticket?
 
What are the exactly actions on your Escalations as well as
filters created to fire on that Escalation?
 
It definitely isn't a problem with the Server Groups. Server
groups allow for only one Escalation server within the server group.

 
Joe D'Souza

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Pickering, Christopher
Sent: Monday, October 01, 2007 12:24 PM
To: arslist@ARSLIST.ORG
Subject: Escalation creating dup tickets


** 

Hello all,

Has anyone seen where a single escalation fires and
creates matching tickets where the only difference is the Request ID?
In the logs, it shows the escalation firing, doing a push to ITSM (Help
Desk), does a return setfield back into the original form that a second
setfield changes the value which triggered the escl firing in the first
place, then immediately there after, with no escalation fire a second
Help Desk Desk ticket is created with a sequential requestID.

This is in a server group, but I have confirmed that the
escalations are only firing on one of the 3 servers.

ARS 6.3, CSS 5.01, ITSM 6.0, Solaris 5.9, Sybase 12.5.3.

C

 

Christopher H. Pickering
Remedy System Administrator
Premiere Global Services, Inc.
100 Tormee Drive
Tinton Falls, NJ  07712
732.389.3900 X2411/800.333.0568 X2411
[EMAIL PROTECTED]
www.premiereglobal.com
http://www.premiereglobal.com/ 

 http://www.ptek.com/demos/banners/PGISigBlock.gif 

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Glacier Bkgrd.jpg

Re: Alternatives to DSO for Data Transfer

2007-10-01 Thread Hall Chad - chahal

Roger,
That's very interesting. I had been told by support in the past that
Remedy would not work correctly with replication but that they would
support it in a 7.x release. I'd be interested in how you've implemented
it, how well it works for you, and what you've learned along the way.

Thanks,

Chad Hall  
(501) 342-2650


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger
Sent: Monday, October 01, 2007 12:10 PM
To: arslist@ARSLIST.ORG
Subject: Re: Alternatives to DSO for Data Transfer

If you are using SQL Server you are not dependent on the Remedy version
to institute transactional replication. We have been using this since
ARS 4.5.

Thanks,

Roger A. Nall
Manager, OSSNMS Remedy
T-Mobile USA
Desk: 813-348-2556
Cell: 973-652-6723
FAX: 813-348-2565
sf49fanv AIM IM
RogerNall   Yahoo IM
 
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Hall Chad - chahal
Sent: Friday, September 28, 2007 8:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: Alternatives to DSO for Data Transfer

What backend database are you running? And what version of ARS?
 
I've been told that either 7.0.1 or 7.1 (can't remember which) will
support transactional replication. So for example you could setup SQL
Server replication on the tables you want to keep in sync. I plan to do
this for our separate reporting server some day. That may not fit your
needs if you only want some transferred and not all. But it should be
more efficient and reliable than DSO if you simply need to copy all
ticket data.
 
Web services might work well for you. Although I would worry about how
it would handle high volumes. I haven't been down that road with
Remedy's web services but I've seen others that simply weren't a good
fit for high volume interfaces.
 
Chad Hall
501-342-2650



From: Action Request System discussion list(ARSList) on behalf of Jeff
Lockemy (Serco North America)
Sent: Fri 9/28/2007 6:27 PM
To: arslist@ARSLIST.ORG
Subject: Alternatives to DSO for Data Transfer


** 

Hello Listers,

 

I am trying to find out what solutions are out there that folks might be
using as an alternate to DSO, to transfer Remedy tickets between Remedy
servers.

 

My customer cannot use DSO due to port and encryption level
restrictions.  Currently, we are using a solution provided to us by
another group.  This solution uses IBM WebSphere MQ and a product called
ARSXML (not be to confused with ARXML, ARSXML is a product by N-Tuition,
a Remedy partner out of Germany).  This solution has some design
pitfalls (on the ARSXML side) that are proving to be a challenge to
overcome.  So we want to see what other options out there might exist.

 

One thought that was brought up several years back with this customer
was to design and build a solution on Remedy Web Services, transferring
tickets through SOAP, Mid-Tier to Mid-Tier.  I believe they had a design
prototype back then, but I was not involved in it, nor does anything
exist of it.  Has anyone done this, or some other solution that they
could share?

 

Any ideas or input anyone has is much appreciated...

 

Regards,
Jeff

 

 

 

 

 

Jeff Lockemy

Remedy Skilled Professional

Serco North America

(619) 524-2303

[EMAIL PROTECTED]

 

 

 

 

 

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If the reader of this message is not the intended recipient, you are 
hereby notified that any dissemination, distribution or copying of this
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If you have received this communication in error, please resend this
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Re: Alternatives to DSO for Data Transfer

2007-10-01 Thread Nall, Roger

It has worked very well for us. Not being a dba the biggest challenge I
can remember is declaring a primary key for each Remedy table. While we
all know that C1 is the primary key is not really declared at the db
level. This has to be done manually. 

From a Remedy stand point you need to remember have replication stopped
before making any changes that would alter the table. You would then
need to re-initialize the process when you are finished. There is also a
limit to the number of columns in a table you can replicate, 255. I
believe there is also a data limit per record. This can come into with
Diary fields when users start pasting garbage in the work log.

I will send this to my dba to see if he comes up with anything I forgot.

HTH.

Roger A. Nall
Manager, OSSNMS Remedy
T-Mobile USA
Desk: 813-348-2556
Cell: 973-652-6723
FAX: 813-348-2565
sf49fanv AIM IM
RogerNall   Yahoo IM
 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Hall Chad - chahal
Sent: Monday, October 01, 2007 3:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: Alternatives to DSO for Data Transfer

Roger,
That's very interesting. I had been told by support in the past that
Remedy would not work correctly with replication but that they would
support it in a 7.x release. I'd be interested in how you've implemented
it, how well it works for you, and what you've learned along the way.

Thanks,

Chad Hall  
(501) 342-2650


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger
Sent: Monday, October 01, 2007 12:10 PM
To: arslist@ARSLIST.ORG
Subject: Re: Alternatives to DSO for Data Transfer

If you are using SQL Server you are not dependent on the Remedy version
to institute transactional replication. We have been using this since
ARS 4.5.

Thanks,

Roger A. Nall
Manager, OSSNMS Remedy
T-Mobile USA
Desk: 813-348-2556
Cell: 973-652-6723
FAX: 813-348-2565
sf49fanv AIM IM
RogerNall   Yahoo IM
 
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Hall Chad - chahal
Sent: Friday, September 28, 2007 8:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: Alternatives to DSO for Data Transfer

What backend database are you running? And what version of ARS?
 
I've been told that either 7.0.1 or 7.1 (can't remember which) will
support transactional replication. So for example you could setup SQL
Server replication on the tables you want to keep in sync. I plan to do
this for our separate reporting server some day. That may not fit your
needs if you only want some transferred and not all. But it should be
more efficient and reliable than DSO if you simply need to copy all
ticket data.
 
Web services might work well for you. Although I would worry about how
it would handle high volumes. I haven't been down that road with
Remedy's web services but I've seen others that simply weren't a good
fit for high volume interfaces.
 
Chad Hall
501-342-2650



From: Action Request System discussion list(ARSList) on behalf of Jeff
Lockemy (Serco North America)
Sent: Fri 9/28/2007 6:27 PM
To: arslist@ARSLIST.ORG
Subject: Alternatives to DSO for Data Transfer


** 

Hello Listers,

 

I am trying to find out what solutions are out there that folks might be
using as an alternate to DSO, to transfer Remedy tickets between Remedy
servers.

 

My customer cannot use DSO due to port and encryption level
restrictions.  Currently, we are using a solution provided to us by
another group.  This solution uses IBM WebSphere MQ and a product called
ARSXML (not be to confused with ARXML, ARSXML is a product by N-Tuition,
a Remedy partner out of Germany).  This solution has some design
pitfalls (on the ARSXML side) that are proving to be a challenge to
overcome.  So we want to see what other options out there might exist.

 

One thought that was brought up several years back with this customer
was to design and build a solution on Remedy Web Services, transferring
tickets through SOAP, Mid-Tier to Mid-Tier.  I believe they had a design
prototype back then, but I was not involved in it, nor does anything
exist of it.  Has anyone done this, or some other solution that they
could share?

 

Any ideas or input anyone has is much appreciated...

 

Regards,
Jeff

 

 

 

 

 

Jeff Lockemy

Remedy Skilled Professional

Serco North America

(619) 524-2303

[EMAIL PROTECTED]

 

 

 

 

 

__20060125___This posting was submitted with HTML in
it___ 

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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

Re: AR System IP V6

2007-10-01 Thread Easter, David

Not so much a limitation, but AR System has not been fully tested or
certified within an IPv6 environment.  Testing and support for use
within an IPv6 environment is tentatively planned for the mid-2008
release of AR System.
 
-David J. Easter
Sr. Product Manager, Service Management Business Unit
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed
in this E-mail do not necessarily reflect those of BMC Software, Inc.
My voluntary participation in this forum is not intended to convey a
role as a spokesperson, liaison or public relations representative for
BMC Software, Inc.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Vincent RIEDWEG
Sent: Tuesday, September 25, 2007 11:04 PM
To: arslist@ARSLIST.ORG
Subject: AR System  IP V6


** 

Hi list,

 

Since we moved a server from IP V'4 to IP V6, the arserverd process
crash with segmentation fault.

 

Do you know if there are a limitation of AR System or a specific
parameter to have a working AR System (7.0.1.4) server on IP V6 (AIX /
Informix).

 

Thanks in advance.

 

Regards,

 

Vincent RIEDWEG.

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Disappearing work log entries

2007-10-01 Thread Gayford, Matthew C.

Hello Listers,

 

I recently got a call from our Help Desk that work info entries on
incidents were disappearing. After looking at the HPD:WorkLog form, we
noticed that some of the entries have had their status set to Delete. I
turned on the escalation and filter logs but haven't seen anything come
across yet that is setting this.

 

I browsed the filters in the admin tool and found one called
HPD:WLG:SetStatus_500 that sets the Work Info status to Delete when
'z1D Previous Operation' =  CREATE (fires on submit to HPD:WorkLog).
There is also an else action to set the status to enabled. The question
is, does anyone know what workflow is setting z1D Previous Operation? So
far my logs haven't come up with anything, but the problem isn't
occurring regularly.

 

Thanks,

 

-Matt

 

ARS 7.0.01  ServiceDesk 7 MSSQL2005 Windows2003

Matthew C. Gayford
Technology Research  Development
Information Technology Systems Division
University of North Carolina Wilmington 
(910) 962-7177

 


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Re: ITSM7 - Mass Change of Login / Access details

2007-10-01 Thread Howard Richter

You might be able to do that from the user form.

Howard


On 10/1/07, Runar Helle [EMAIL PROTECTED] wrote:

 **

 Hi,



 Is there an easy way to change attributes for several people at once?



 I have previously used Action à Modify all. However, in ITSM7 there seems
 to be some kind of restriction on some fields so that you cannot use that
 feature. For example, Modify All does not work on Unrestricted Access and
 License Type.



 As far as I can se, Unrestricted Access is required when having a homemade
 system that access an ITSM7 form like CTM:People.



 Any help is appreciated.



 Regards,

 Runar




 __20060125___This posting was submitted with HTML in
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-- 
Howard Richter

Remedy ServiceDesk Manager
CedarCrestone Managed Services Center

[EMAIL PROTECTED]

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Re: CMDB2 - what class for network hardware?

2007-10-01 Thread Cleber Souza

Hello,

We also use the BMC_Computer class. One important reason for that is that, if 
you're using the discovery tools, these CIs will be discovered and placed into 
the Computer Class initially. Having a custom class will be painful for you, 
since you'll have to work around it to move those CIs between the classes.

Cleber Souza

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Shyam Attavar
Sent: October 1, 2007 2:53 PM
To: arslist@ARSLIST.ORG
Subject: Re: CMDB2 - what class for network hardware?

I believe in the CMDB 2.x best practices class they touch upon this item and 
recommend using the ComputerSystem class for tracking any networking HW with 
what Jarl has indicated below. We are in the process of using the mechanism 
recommended without creating our own classes, since this is an added 
overhead maintaining the system. However, there are couple of other areas 
where we have to use custom classes. I am not there yet in the 
implementation.
--
Shyam
- Original Message - 
From: Jarl Grøneng [EMAIL PROTECTED]
Newsgroups: gmane.comp.crm.arsystem.general
To: arslist@ARSLIST.ORG
Sent: Monday, October 01, 2007 10:57 AM
Subject: Re: CMDB2 - what class for network hardware?


 BMC.CORE:BMC_ComputerSystem: PrimaryCapability = Router
 BMC.CORE:BMC_ComputerSystem: PrimaryCapability = Switch


 --
 Jarl

 On 10/1/07, Covert, Jack [EMAIL PROTECTED] wrote:
 **



 Hi guys.  For those of you using CMDB 2, what classes are you using to 
 store
 your network hardware (switches, routers, etc.).



 Jack



 Corporate IT

 Enterprise Systems Management

 Remedy Support Team





 Remedy Support Team Home Page

 http://collaborate.mckesson.com/sites/esm/remedy

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Re: Disappearing work log entries

2007-10-01 Thread Axton

select name from filter where filterid in (
select filterid from filter_push where fieldid in (
select fieldid from field where name = 'z1D Previous Operation')) and
assignshort like '%HPD:WorkLog%'
/

select name from filter where filterid in (
select filterid from filter_set where fieldid in (
select fieldid from field where name = 'z1D Previous Operation')) and
filterid in (select filterid from filter_mapping where schemaid in (
select schemaid from arschema where name = 'HPD:WorkLog'))
/

...check the same for active links.  Could also be open window close
mapping, which these will not catch.

Axton Grams

On 10/1/07, Gayford, Matthew C. [EMAIL PROTECTED] wrote:
 **



 Hello Listers,



 I recently got a call from our Help Desk that work info entries on incidents
 were disappearing. After looking at the HPD:WorkLog form, we noticed that
 some of the entries have had their status set to Delete. I turned on the
 escalation and filter logs but haven't seen anything come across yet that is
 setting this.



 I browsed the filters in the admin tool and found one called
 HPD:WLG:SetStatus_500 that sets the Work Info status to Delete when  'z1D
 Previous Operation' =  CREATE (fires on submit to HPD:WorkLog). There is
 also an else action to set the status to enabled. The question is, does
 anyone know what workflow is setting z1D Previous Operation? So far my logs
 haven't come up with anything, but the problem isn't occurring regularly.



 Thanks,



 -Matt



 ARS 7.0.01  ServiceDesk 7 MSSQL2005 Windows2003

 Matthew C. Gayford
  Technology Research  Development
  Information Technology Systems Division
  University of North Carolina Wilmington
  (910) 962-7177

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Re: Disappearing work log entries

2007-10-01 Thread Giguere, Michel

Je ne sais pas!

Michel Giguère
CGI - Chorus
[EMAIL PROTECTED]
(514) 415-3000 (ext.4208)

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Axton
Sent: October 1, 2007 3:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: Disappearing work log entries

select name from filter where filterid in (
select filterid from filter_push where fieldid in (
select fieldid from field where name = 'z1D Previous Operation')) and
assignshort like '%HPD:WorkLog%'
/

select name from filter where filterid in (
select filterid from filter_set where fieldid in (
select fieldid from field where name = 'z1D Previous Operation')) and
filterid in (select filterid from filter_mapping where schemaid in (
select schemaid from arschema where name = 'HPD:WorkLog'))
/

...check the same for active links.  Could also be open window close
mapping, which these will not catch.

Axton Grams

On 10/1/07, Gayford, Matthew C. [EMAIL PROTECTED] wrote:
 **



 Hello Listers,



 I recently got a call from our Help Desk that work info entries on incidents
 were disappearing. After looking at the HPD:WorkLog form, we noticed that
 some of the entries have had their status set to Delete. I turned on the
 escalation and filter logs but haven't seen anything come across yet that is
 setting this.



 I browsed the filters in the admin tool and found one called
 HPD:WLG:SetStatus_500 that sets the Work Info status to Delete when  'z1D
 Previous Operation' =  CREATE (fires on submit to HPD:WorkLog). There is
 also an else action to set the status to enabled. The question is, does
 anyone know what workflow is setting z1D Previous Operation? So far my logs
 haven't come up with anything, but the problem isn't occurring regularly.



 Thanks,



 -Matt



 ARS 7.0.01  ServiceDesk 7 MSSQL2005 Windows2003

 Matthew C. Gayford
  Technology Research  Development
  Information Technology Systems Division
  University of North Carolina Wilmington
  (910) 962-7177

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Re: Clarification on DST ending

2007-10-01 Thread Easter, David

The patch corrects on which day DST occurs/ends.  It does not alter the
behavior of the actual time gain/loss on the day of the change.
 
-David J. Easter
Sr. Product Manager, Service Management Business Unit
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed
in this E-mail do not necessarily reflect those of BMC Software, Inc.
My voluntary participation in this forum is not intended to convey a
role as a spokesperson, liaison or public relations representative for
BMC Software, Inc.




From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Howard Richter
Sent: Monday, October 01, 2007 10:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: Clarification on DST ending


** 
I thought this patch was to fix both sides of the time change.
 
Howard

 
On 10/1/07, Dudley, Joelie [EMAIL PROTECTED] wrote: 

I just want to make sure I understand this correctly.  When DST
ends the
first weekend in November the clocks get turned back one hour,
in the 
past this would cause escalation between 2-3 am to fire twice is
this
still the case?

The patch back in the spring was only to change the timeframe of
when it
was to occurred, correct?

Thanks in advance for the clarification. 

Joelie Dudley
Application Developer
555 Walnut Street
7th Floor, Forum Place
Harrisburg, PA 17110
Phone: (717) 772-8143




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-- 
Howard Richter 

Remedy ServiceDesk Manager 
CedarCrestone Managed Services Center 

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Diary field sizing and the mid-tier

2007-10-01 Thread Gretchen Beck


Hi,

We're running ARS 6.0 with the Help Desk client, and mid-tier 7.

One thing I consistently hear is that, when you click the diary icon on the 
worklog, if you are in the web client, the resulting display field is only 
two lines long (the text field where you can enter data is fine, it's the 
diary field display that's the problem). This is a huge PITA, but I have 
not been able to find out how to change this. Any suggestions would be 
greatly appreciated.


Thanks!

Gretchen Beck
Carnegie Mellon

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Urgent! I am hiring for a Talented Remedy (Magic) Administrator in Miami, FL

2007-10-01 Thread Kitchen, Joshua T

Hello List,
 
Hope all is well, I am currently hiring for a Talented Remedy
Administrator the Magic exposure is a plus.  The individual on a
day-to-day basis will be creating customizations and assisting in the
install of Remedy Service Desk Express 9 for their Help Desk.
Customizations include creating reports, queries, and executable files
within Remedy. Candidates will also need to have experience either in/or
working with a Help Desk/ Call center and their apps. 

Requirements: 

3-5 years working with Remedy (Magic even better) creating reports,
queries, and upgrading previous versions. 

+++This is a 4 month contract, unless you have experience with SQL 2005
and upgrading to it.  If you have experience with SQL 2005 then this
position has the ability to go contract to hire.+++ 

Looking to hire/ start with next 2 weeks.   
 
Respectfully,
 
Joshua Kitchen
Information Technology Recruiter
Kforce Professional Staffing 
Two Prestige Place (Suite 350) 
Miamisburg, OH 45342
937.449.1749 Office  
937.461.6888 Fax 
937.416.3456 Cell
Great People = Great Results
 
  http://www.linkedin.com/in/joshkitchen 

Please don't keep me a secret... a referral is the best compliment I can
receive. 
 

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att169b4.gif

ARServer fails to connect to new database server

List,

 

Once upon a time ago...

 

We had an ARSystem v 7.01 Server (with ITSM 6 apps) running against an
MSSQL 2000 database server (all boxes are Windows 2003 Server Standard).
This all worked just fine.  We then upgraded our SQL to MSSQL 2005.
Again, all works just fine.

 

Now we need to move the database server to a different physical box.
Ok, let me clear up some stuff first.  Actually, we're moving the
database server virtual machine from one VMWare ESX server to another
VMWare ESX server.  We're not actually moving the Virtual Machine
(although in hind-sight, this might have been easier as I've done this
sort of thing in the past).

 

So, I take note of some things on the current database server, then
power it down.

 

I create a new virtual machine on the new VMWare server.  I install
SQL2005, and restore all of the databases (ensure to create the
appropriate users and setup default databases and owners using stored
procedures).  I ensure that the computer name is the same as was
previously.  Therefore, everything about this new database server is
identical to the previous one (that is currently shut down), except that
it is not on the domain.

 

I shut down our application server while this was all going on.  I power
up the application server (which hasn't had any changes since shut
down), and edit the Windows hosts file to point the hostname of the
original database server to the new IP address of the new one.

 

So now I startup the Remedy services on the application server and see
the following in the error logs:

 

Failure during SQL operation to the database (ARERR 552)

Login failed for user 'mscBase' (SQL Server 18456)

Failure while trying to connect to the SQL database. Please ensure the
SQL database is running or contact the Database Administrator for help
(ARERR 550)

Login failed for user 'mscBase' (SQL Server 18456)

Cannot initialize contact with SQL database (ARERR 551)

Stop Server

AR System server terminated - fatal error encountered (ARNOTE 21)

 

 

The first thing I check is connectivity from the application server to
the database.  Since I've modified the host file, the app server can
ping the db server just fine.

Next, I check to see that I can log into SQL from the application
server.  I notice that all I have are the SQL 2000 client tools.  Guess
that is something we forgot to upgrade (but again, it was all working
before).

So I install the SQL 2005 client tools.  After the installation, I
launch the SQL client and connect to the database as the user annotated
in the error logs just fine.

 

Now, we're grasping at straws.  My co-worker thought we should try to
uninstall/reinstall ARServer cringe.  We open up Windows Control Panel
-- Add/Remove Programs, and get errors on uninstalling ARSystem (it
won't let us).

 

I'm at the point now where I'm looking at powering down the application
server and building another one (since it too is a virtual machine).
I'd rather not invest all that time in watching progress bars, so is
there anything else you can think of for me to check on either the app
or db servers as to why ARSystem can't connect to the database?

 

Thanks,

 

Ben

 


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Re: Diary field sizing and the mid-tier

2007-10-01 Thread Axton

./arsys/resources/html/CharEditBoxPopup.html

from 7.1 mid-tier; probably the same in all 7.x releases.

Any time you have a browser windows without a url bar, you can use
CTRL+D to bookmark the page (ie and firefox).  The bookmark will tell
you what you were looking at.

Axton Grams

On 10/1/07, Gretchen Beck [EMAIL PROTECTED] wrote:
 Hi,

 We're running ARS 6.0 with the Help Desk client, and mid-tier 7.

 One thing I consistently hear is that, when you click the diary icon on the
 worklog, if you are in the web client, the resulting display field is only
 two lines long (the text field where you can enter data is fine, it's the
 diary field display that's the problem). This is a huge PITA, but I have
 not been able to find out how to change this. Any suggestions would be
 greatly appreciated.

 Thanks!

 Gretchen Beck
 Carnegie Mellon

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View Field Problem?

2007-10-01 Thread Wangler, Dan

Hello

 

We are trying to implement a CHAT capability from our home grown help
desk application.  We have a simplifeid submit web form where the user
keys in his id number and hits enter and we populate most of the rest of
the form from LDAP.  The customer then selects a product and a
description of the problem.  If the customer selects a partcular product
and is a member of a particular organizationl, we popup a dialog telling
his that we have CHAT help for this product and asks him if he wants to
use it.  If he selects No, the ticket gets entered and the customer is
through with the form.  If he selects yes, we close that dialog and open
another dialog, passing the name of the customer and his email address.
The form that comes up contains a view field.  It accepts the
information passed to it and formulates a URL that we set the View Field
to.  Nothing out of the ordinary at this point.

 

In Firefox 1.5+, when the dialog opens, the URL opens in the space
desgnated for the View Field starting at the upper left hand corner.
This work greats.  It is just what my customers want to see.

 

However, in Internet Explorer, the URL moves itself to the lower right
hand corner of the View Field almost entirely off the field.  No scroll
bars or anything to adjust to it.  I can extend the View Field to
accommodate the url but it really look stupid with it being off the
screen and the customer having to scroll down and to the right to see
the url.

 

Have any of you used View Fields before and have experience a similar
problem?  We are trying to go live with this at the middle of the month
but I cannot get passed this positioning issue.

 

Pertinent Information:

We are using ARS 7.0.1 patch 3 for arserver and MidTier

We are using a Sun V440 server running Solaris 9 and Oracle 10 for the
arserver and a V240 server with Solaris 9 and WebLogic 8.1.3 for
MidTier.  We have Sun Java 1.4.2 running on the Web Server

We have tried several versions of Firefox with several versions of Sun
Java on the workstations.  They all seem to work.

We have tried several versions of Internet Explorer from 6.1 to 7.0 with
Microsoft JVM and with several versions of Sun Java up to 1.6.1.  It all
works the same.  IE moves the URL off the vield field, down and to the
right.

 

Any help or suggestions would be most appreciated.

 

By the way, the url we are trying to displace is this:
https://tichd.webex.com/tichd/webacd.wbx?AT=pqformQID=4552UID=0SK=5ce
49ae1097bc01582e2ea86c230e317f_4912=Danf_4917=Wanglerf_4922=myemailad
[EMAIL PROTECTED]  The url accesses Webex's WebACD chat feature.

 

Thanks

 

Dan Wangler,   Team Lead,  STARS Group

Phone: 214-567-8304; email: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] 

Client/Server Services, IT Opeations

Texas Instruments, Inc.

6500 Chase Oaks Blvd., MS 8401

Plano, Texas, 75023 

 

 


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Re: ARServer fails to connect to new database server

2007-10-01 Thread Kaiser Norm E CIV USAF 96 CS/SCCE

Did you check ownership of the ARSystem database?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Watson, Benjamin A.
Sent: Monday, October 01, 2007 4:29 PM
To: arslist@ARSLIST.ORG
Subject: ARServer fails to connect to new database server

** 

List,

Once upon a time ago...

We had an ARSystem v 7.01 Server (with ITSM 6 apps) running against an
MSSQL 2000 database server (all boxes are Windows 2003 Server Standard).
This all worked just fine.  We then upgraded our SQL to MSSQL 2005.
Again, all works just fine.

Now we need to move the database server to a different physical box.
Ok, let me clear up some stuff first.  Actually, we're moving the
database server virtual machine from one VMWare ESX server to another
VMWare ESX server.  We're not actually moving the Virtual Machine
(although in hind-sight, this might have been easier as I've done this
sort of thing in the past).

So, I take note of some things on the current database server, then
power it down.

I create a new virtual machine on the new VMWare server.  I install
SQL2005, and restore all of the databases (ensure to create the
appropriate users and setup default databases and owners using stored
procedures).  I ensure that the computer name is the same as was
previously.  Therefore, everything about this new database server is
identical to the previous one (that is currently shut down), except that
it is not on the domain.

I shut down our application server while this was all going on.  I power
up the application server (which hasn't had any changes since shut
down), and edit the Windows hosts file to point the hostname of the
original database server to the new IP address of the new one.

So now I startup the Remedy services on the application server and see
the following in the error logs:

Failure during SQL operation to the database (ARERR 552)

Login failed for user 'mscBase' (SQL Server 18456)

Failure while trying to connect to the SQL database. Please ensure the
SQL database is running or contact the Database Administrator for help
(ARERR 550)

Login failed for user 'mscBase' (SQL Server 18456)

Cannot initialize contact with SQL database (ARERR 551)

Stop Server

AR System server terminated - fatal error encountered (ARNOTE 21)

The first thing I check is connectivity from the application server to
the database.  Since I've modified the host file, the app server can
ping the db server just fine.

Next, I check to see that I can log into SQL from the application
server.  I notice that all I have are the SQL 2000 client tools.  Guess
that is something we forgot to upgrade (but again, it was all working
before).

So I install the SQL 2005 client tools.  After the installation, I
launch the SQL client and connect to the database as the user annotated
in the error logs just fine.

Now, we're grasping at straws.  My co-worker thought we should try to
uninstall/reinstall ARServer cringe.  We open up Windows Control Panel
-- Add/Remove Programs, and get errors on uninstalling ARSystem (it
won't let us).

I'm at the point now where I'm looking at powering down the application
server and building another one (since it too is a virtual machine).
I'd rather not invest all that time in watching progress bars, so is
there anything else you can think of for me to check on either the app
or db servers as to why ARSystem can't connect to the database?

Thanks,

Ben

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How to use ARS Scripting Plug-in for JAVA ???

2007-10-01 Thread Tadeu Augusto Dutra Pinto

Hi,
 
 
How I can use these plug-in to create a Filter that executes a script ??
 
On Form Name field (at Basic tab) I'll select the Filter Script Library or 
another test form??
 
Because in my If Action tab, I have to put the fields that I'd like to use... 
like: ARSYS.ARF.JAVA for Plug-In Name, and for the combobox Enter Input 
Values I have to put the entries for the Input Value List...
 
But, these fields that are set at Input Value List: ... Where are they come 
from??? What form??
 
Because in the example that I saw... it's putting the values: $Script$, 
$Language$ (these two Fields are from the Filter Script Library form), and 
more arguments (input fields), like $Argument 1$, $Argument 2$, $Argument 3$ 
(these other fields don't exist in Filter Script Library form).
 
 
Should I have to create fields (Argument1, Argument2, Argument3, ...) at 
Filter Script Library form ??? Or should I put another form (FRM:Test, p. 
ex.) at Form Name in my Basic tab??
 
 
Thanx-in-advance...
 
 
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.

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Re: View Field Problem?

2007-10-01 Thread Kaiser Norm E CIV USAF 96 CS/SCCE

Why are you presenting the URL to the user at all? Does the user have to
click the URL to initiate the chat session?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Wangler, Dan
Sent: Monday, October 01, 2007 4:32 PM
To: arslist@ARSLIST.ORG
Subject: View Field Problem?

** 

Hello

We are trying to implement a CHAT capability from our home grown help
desk application.  We have a simplifeid submit web form where the user
keys in his id number and hits enter and we populate most of the rest of
the form from LDAP.  The customer then selects a product and a
description of the problem.  If the customer selects a partcular product
and is a member of a particular organizationl, we popup a dialog telling
his that we have CHAT help for this product and asks him if he wants to
use it.  If he selects No, the ticket gets entered and the customer is
through with the form.  If he selects yes, we close that dialog and open
another dialog, passing the name of the customer and his email address.
The form that comes up contains a view field.  It accepts the
information passed to it and formulates a URL that we set the View Field
to.  Nothing out of the ordinary at this point.

In Firefox 1.5+, when the dialog opens, the URL opens in the space
desgnated for the View Field starting at the upper left hand corner.
This work greats.  It is just what my customers want to see.

However, in Internet Explorer, the URL moves itself to the lower right
hand corner of the View Field almost entirely off the field.  No scroll
bars or anything to adjust to it.  I can extend the View Field to
accommodate the url but it really look stupid with it being off the
screen and the customer having to scroll down and to the right to see
the url.

Have any of you used View Fields before and have experience a similar
problem?  We are trying to go live with this at the middle of the month
but I cannot get passed this positioning issue.

Pertinent Information:

We are using ARS 7.0.1 patch 3 for arserver and MidTier

We are using a Sun V440 server running Solaris 9 and Oracle 10 for the
arserver and a V240 server with Solaris 9 and WebLogic 8.1.3 for
MidTier.  We have Sun Java 1.4.2 running on the Web Server

We have tried several versions of Firefox with several versions of Sun
Java on the workstations.  They all seem to work.

We have tried several versions of Internet Explorer from 6.1 to 7.0 with
Microsoft JVM and with several versions of Sun Java up to 1.6.1.  It all
works the same.  IE moves the URL off the vield field, down and to the
right.

Any help or suggestions would be most appreciated.

By the way, the url we are trying to displace is this:
https://tichd.webex.com/tichd/webacd.wbx?AT=pqformQID=4552UID=0SK=5ce
49ae1097bc01582e2ea86c230e317f_4912=Danf_4917=Wanglerf_4922=myemailad
[EMAIL PROTECTED]  The url accesses Webex's WebACD chat feature.

Thanks

Dan Wangler,   Team Lead,  STARS Group

Phone: 214-567-8304; email: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] 

Client/Server Services, IT Opeations

Texas Instruments, Inc.

6500 Chase Oaks Blvd., MS 8401

Plano, Texas, 75023 

__20060125___This posting was submitted with HTML in
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Re: ARServer fails to connect to new database server

Yes, the db owner is the appropriate account (the same name annotated in
the logs where AR Server states that it cannot connect to the database
as this individual).

I'm curious as to whether or not the problem is the result of connecting
to a new SQL 2005 server whereas our old method was connecting to a 2005
server that was upgraded from 2000.

Further, because passwords are masked all over the place, I cannot be
certain that the password for this database owner is the same as it was
previously.

We use the same password for pretty much everything in our development
environment.

Is there anywhere (either config files or Windows Registry) where I can
check:

 - The name of the account ARS is attempting to use to connect to SQL
 - The password being used for said account
 - The SQL client/drivers being used to connect
 - etc.

I've checked various *.cfg files in \CONF\ to no avail.

Thanks,

Ben

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Re: Alternatives to DSO for Data Transfer

2007-10-01 Thread Geoffrey Endresen

Ok, I'm very interested in how to setup replication say, from T215 on oracle
10gR2 to a secondary database. Is it simply SQL that copies the data or are
you using Transactional Replication?

Thanks,
-Geoff


On 10/1/07, Nall, Roger [EMAIL PROTECTED] wrote:

 It has worked very well for us. Not being a dba the biggest challenge I
 can remember is declaring a primary key for each Remedy table. While we
 all know that C1 is the primary key is not really declared at the db
 level. This has to be done manually.

 From a Remedy stand point you need to remember have replication stopped
 before making any changes that would alter the table. You would then
 need to re-initialize the process when you are finished. There is also a
 limit to the number of columns in a table you can replicate, 255. I
 believe there is also a data limit per record. This can come into with
 Diary fields when users start pasting garbage in the work log.

 I will send this to my dba to see if he comes up with anything I forgot.

 HTH.

 Roger A. Nall
 Manager, OSSNMS Remedy
 T-Mobile USA
 Desk: 813-348-2556
 Cell: 973-652-6723
 FAX: 813-348-2565
 sf49fanv AIM IM
 RogerNall   Yahoo IM


 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:[EMAIL PROTECTED] On Behalf Of Hall Chad - chahal
 Sent: Monday, October 01, 2007 3:02 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: Alternatives to DSO for Data Transfer

 Roger,
 That's very interesting. I had been told by support in the past that
 Remedy would not work correctly with replication but that they would
 support it in a 7.x release. I'd be interested in how you've implemented
 it, how well it works for you, and what you've learned along the way.

 Thanks,

 Chad Hall
 (501) 342-2650


 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger
 Sent: Monday, October 01, 2007 12:10 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: Alternatives to DSO for Data Transfer

 If you are using SQL Server you are not dependent on the Remedy version
 to institute transactional replication. We have been using this since
 ARS 4.5.

 Thanks,

 Roger A. Nall
 Manager, OSSNMS Remedy
 T-Mobile USA
 Desk: 813-348-2556
 Cell: 973-652-6723
 FAX: 813-348-2565
 sf49fanv AIM IM
 RogerNall   Yahoo IM

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:[EMAIL PROTECTED] On Behalf Of Hall Chad - chahal
 Sent: Friday, September 28, 2007 8:57 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: Alternatives to DSO for Data Transfer

 What backend database are you running? And what version of ARS?

 I've been told that either 7.0.1 or 7.1 (can't remember which) will
 support transactional replication. So for example you could setup SQL
 Server replication on the tables you want to keep in sync. I plan to do
 this for our separate reporting server some day. That may not fit your
 needs if you only want some transferred and not all. But it should be
 more efficient and reliable than DSO if you simply need to copy all
 ticket data.

 Web services might work well for you. Although I would worry about how
 it would handle high volumes. I haven't been down that road with
 Remedy's web services but I've seen others that simply weren't a good
 fit for high volume interfaces.

 Chad Hall
 501-342-2650

 

 From: Action Request System discussion list(ARSList) on behalf of Jeff
 Lockemy (Serco North America)
 Sent: Fri 9/28/2007 6:27 PM
 To: arslist@ARSLIST.ORG
 Subject: Alternatives to DSO for Data Transfer


 **

 Hello Listers,



 I am trying to find out what solutions are out there that folks might be
 using as an alternate to DSO, to transfer Remedy tickets between Remedy
 servers.



 My customer cannot use DSO due to port and encryption level
 restrictions.  Currently, we are using a solution provided to us by
 another group.  This solution uses IBM WebSphere MQ and a product called
 ARSXML (not be to confused with ARXML, ARSXML is a product by N-Tuition,
 a Remedy partner out of Germany).  This solution has some design
 pitfalls (on the ARSXML side) that are proving to be a challenge to
 overcome.  So we want to see what other options out there might exist.



 One thought that was brought up several years back with this customer
 was to design and build a solution on Remedy Web Services, transferring
 tickets through SOAP, Mid-Tier to Mid-Tier.  I believe they had a design
 prototype back then, but I was not involved in it, nor does anything
 exist of it.  Has anyone done this, or some other solution that they
 could share?



 Any ideas or input anyone has is much appreciated...



 Regards,
 Jeff











 Jeff Lockemy

 Remedy Skilled Professional

 Serco North America

 (619) 524-2303

 [EMAIL PROTECTED]











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detecting radio button selection in table

2007-10-01 Thread Rocky Rockwell


Folks,

I have a problem/question dealing with radio buttons in a table. I have 
a customer (CIO) who wants a popup message to show as soon as a radio 
button option is selected in a table and has a certain value.


Problem: Radio buttons when selected in a table do not activate Active 
Links.


Question: Any ideas as to how to accomplish this?

ARS 701p3
mid-tier 701p3

--

*Rocky*

Rocky Rockwell
eMA Team – Remedy Developer
[EMAIL PROTECTED] mailto:[EMAIL PROTECTED]
Ph#1: 214-567-8874
Ph#2: 325-884-1263

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Re: !Resent! Application Dispatch errors - ARERR 4454

2007-10-01 Thread Anoop Sasidharan


Hi George,
Sounds like the same problem..I am facing but with 6.3. Could you please 
explain me how to check if there is something stuck in assingment/approval 
server? what is the arjoinfix?
 
 
TIA.
Anoop
 
 Date: Fri, 28 Sep 2007 21:03:59 -0700 From: [EMAIL PROTECTED] Subject: Re: 
 !Resent! Application Dispatch errors - ARERR 4454 To: arslist@ARSLIST.ORG  
 Emad,  It sounds like the database was simply COPIED from Dev to Prod. Is 
 that the case? You probably have something stuck in either your Assignment 
 Engine or your Approval Server that is still referencing your Dev server and 
 thumbing it's nose at you when you try running the PROCESS from your Prod 
 server instead.  Maybe an arjoinfix could re-associate the Approval Server 
 files and filters back to the SLM application? Maybe the filters in your 
 workflow in the database were constructed with the DEV server in the path 
 and you just need to edit them manually, you'd probably have to run a filter 
 log to catch them all.  Is itsmsrv02 your Dev server or your Prod 
 server??  GeorgeEmad Zaky wrote:-- Forwarded 
 message --  From: Emad Zaky [EMAIL PROTECTED]  Date: Aug 31, 
 2007 12:57 PM  Subject: Application Dispatch errors - ARERR 4454  To: 
 arslist arslist@arslist.orgHi Everyone,  ITSM 7.0.2 Patch 4  AR 
 server Patch 3  SLM 7.0.3  Solaris 10  Oracle 10g  I migrated 
 a DB from Test to Prod and the I am getting the following  errors  in the 
 arerror.log which are preventing SLM 7.0.3 from running. I deleted  the 
 enteries in the application Pending form in case there were references  to 
 the test server. Here is an excerpt of the arerror.log:Fri Aug 31 
 12:03:44 2007 390635 : Failure during an attempt to perform an  application 
 command (ARERR 4554)  Fri Aug 31 12:03:44 2007 Application-Command 
 Dispatch  Register-Category  -sAssignment Engine -tAE-CHK-CONFIG 
 -oaraps_ae  .lck 
 -l9:itsmsrv02:/opt/ar/itsmsrv02/confRemedyAssignEngSigUsr1Event  Fri Aug 
 31 12:03:44 2007 390635 : Failure during an attempt to perform an  
 application command (ARERR 4554)  Fri Aug 31 12:03:44 2007 
 Application-Command Dispatch  Register-Category  -sAssignment Engine 
 -tAE-ASSIGN -oaraps_ae.lck   
 -l9:itsmsrv02:/opt/ar/itsmsrv02/confRemedyAssignEngSigEvent  Fri Aug 31 
 12:03:44 2007 390635 : Failure during an attempt to perform an  application 
 command (ARERR 4554)  Fri Aug 31 12:03:44 2007 Application-Command 
 Dispatch  Register-Category  -sAssignment Engine -tAE-CACHE 
 -oaraps_ae.lck  
 -l9:itsmsrv02:/opt/ar/itsmsrv02/confRemedyAssignEngSigEvent  Fri Aug 31 
 12:03:51 2007 390600 : Failure during an attempt to perform an  application 
 command (ARERR 4554)  Fri Aug 31 12:03:51 2007 Application-Command 
 Dispatch  Register-Category  -sSLM BR Engine -tBR-CHK-CONFIG 
 -oaraps_brie.l  ck 
 -l9:itsmsrv02:/opt/ar/itsmsrv02/confRemedyBRIESigUsr1Event  Fri Aug 31 
 12:03:51 2007 390600 : Failure during an attempt to perform an  application 
 command (ARERR 4554)  Fri Aug 31 12:03:51 2007 Application-Command 
 Dispatch  Register-Category  -sSLM BR Engine -tBR-BRIE 
 -oaraps_brie.lck -l  
 9:itsmsrv02:/opt/ar/itsmsrv02/confRemedyBRIESigEvent  Fri Aug 31 12:08:51 
 2007 390600 : Failure during an attempt to perform an  application command 
 (ARERR 4554)  Fri Aug 31 12:08:51 2007 Application-Command Dispatch  
 Register-Category  -sSLM BR Engine -tBR-CHK-CONFIG -oaraps_brie.l  ck 
 -l9:itsmsrv02:/opt/ar/itsmsrv02/confRemedyBRIESigUsr1Event  Fri Aug 31 
 12:08:51 2007 390600 : Failure during an attempt to perform an  application 
 command (ARERR 4554)  Fri Aug 31 12:08:51 2007 Application-Command 
 Dispatch  Register-Category  -sSLM BR Engine -tBR-BRIE 
 -oaraps_brie.lck -l  
 9:itsmsrv02:/opt/ar/itsmsrv02/confRemedyBRIESigEventRegards,  
 Emad
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 http://www.nabble.com/%21Resent%21-Application-Dispatch-errors---ARERR-4454-tf4362111.html#a12951988
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Re: How to use ARS Scripting Plug-in for JAVA ???

2007-10-01 Thread Carey Matthew Black

Look at the form Java Scripting Test and specifically the filters
Java Scripting:Get Script Code, Plugin, and Language and Java
Scripting:Execute.

Basically, the Filter Script Library form holds data records that
are feed into the ARF (AR Filter) plugin via the Filter Java
Scripting:Execute. The action can be done from any form. (So the
filter does not need to be attached to the Java Scripting Test
form.) You need to supply the action data that looks like the data in
Filter Script Library. Only the Java code needs to do what you want
it to do. :)

In sort, the plug in takes these inputs:

1) The Java code ( as a string )
2) Language (the string Java in this case)
3) The first argument that will be passed into the Java code (input #1)
4) The next argument that will be passed into the Java code (input #1)
5)  The next argument that will be passed into the Java code (input #1) 

Hope that helps.

-- 
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 10/1/07, Tadeu Augusto Dutra Pinto [EMAIL PROTECTED] wrote:
 **



 Hi,


 How I can use these plug-in to create a Filter that executes a script ??

 On Form Name field (at Basic tab) I'll select the Filter Script Library
 or another test form??

 Because in my If Action tab, I have to put the fields that I'd like to
 use... like: ARSYS.ARF.JAVA for Plug-In Name, and for the combobox Enter
 Input Values I have to put the entries for the Input Value List...

 But, these fields that are set at Input Value List: ... Where are they
 come from??? What form??

 Because in the example that I saw... it's putting the values: $Script$,
 $Language$ (these two Fields are from the Filter Script Library form), and
 more arguments (input fields), like $Argument 1$, $Argument 2$, $Argument 3$
 (these other fields don't exist in Filter Script Library form).


 Should I have to create fields (Argument1, Argument2, Argument3, ...) at
 Filter Script Library form ??? Or should I put another form (FRM:Test, p.
 ex.) at Form Name in my Basic tab??


 Thanx-in-advance...



 Tadeu Augusto Dutra Pinto
 -IT
 Web Services ATM
 Cinq Technologies
 http://www.cinq.com.br
 [EMAIL PROTECTED]

 Fone: 41 3018-2833 - Cinq
 Fone: 41 3340-5736 - HSBC
 -

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Convert Date in to timestamp in remedy

2007-10-01 Thread Atul Vohra

Hi,

We are using ARS 6.3, MS SQL. I want to update a date field using direct sql - 
can some one help me with this.

Is there a function to convert the date field in to timestamp or can I use the 
sql to update the date field directly.

Thanks
Atul

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Re: View Field Problem?

2007-10-01 Thread Carey Matthew Black

Dan,

I would be very surprised if the issue your having has anything to do
with the version of Java on the client. It sounds like a pure browser
display issue to me.

Validate the HTML page that you are putting into the view field.
(Either via setting the view field with a URL, or by pushing an HTML
doc into the field.) Verify that your using the proper CSS/HTML layout
for the browser in question.

I have seen IE do some very strange things when you do something silly
like forget to put a closing table tag somewhere. It just guesses
where it thinks it should be and then you end up with a broken row(s)
after where it things it should have stopped. (But that is just a
WAG.)

--
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 10/1/07, Wangler, Dan [EMAIL PROTECTED] wrote:
**
Hello

We are trying to implement a CHAT capability from our home grown help desk
application. We have a simplifeid submit web form where the user keys in
his id number and hits enter and we populate most of the rest of the form
from LDAP. The customer then selects a product and a description of the
problem. If the customer selects a partcular product and is a member of a
particular organizationl, we popup a dialog telling his that we have CHAT
help for this product and asks him if he wants to use it. If he selects No,
the ticket gets entered and the customer is through with the form. If he
selects yes, we close that dialog and open another dialog, passing the name
of the customer and his email address. The form that comes up contains a
view field. It accepts the information passed to it and formulates a URL
that we set the View Field to. Nothing out of the ordinary at this point.

In Firefox 1.5+, when the dialog opens, the URL opens in the space desgnated
for the View Field starting at the upper left hand corner. This work
greats. It is just what my customers want to see.

However, in Internet Explorer, the URL moves itself to the lower right hand
corner of the View Field almost entirely off the field. No scroll bars or
anything to adjust to it. I can extend the View Field to accommodate the
url but it really look stupid with it being off the screen and the customer
having to scroll down and to the right to see the url.

Have any of you used View Fields before and have experience a similar
problem? We are trying to go live with this at the middle of the month but
I cannot get passed this positioning issue.

Pertinent Information:

We are using ARS 7.0.1 patch 3 for arserver and MidTier

We are using a Sun V440 server running Solaris 9 and Oracle 10 for the
arserver and a V240 server with Solaris 9 and WebLogic 8.1.3 for MidTier.
We have Sun Java 1.4.2 running on the Web Server

We have tried several versions of Firefox with several versions of Sun Java
on the workstations. They all seem to work.

We have tried several versions of Internet Explorer from 6.1 to 7.0 with
Microsoft JVM and with several versions of Sun Java up to 1.6.1. It all
works the same. IE moves the URL off the vield field, down and to the
right.

Any help or suggestions would be most appreciated.

By the way, the url we are trying to displace is this:
https://tichd.webex.com/tichd/webacd.wbx?AT=pqformQID=4552UID=0SK=5ce49ae1097bc01582e2ea86c230e317f_4912=Danf_4917=Wangler[EMAIL
PROTECTED]
The url accesses Webex's WebACD chat feature.

Thanks

Dan Wangler, Team Lead, STARS Group

Phone: 214-567-8304; email: [EMAIL PROTECTED]

Client/Server Services, IT Opeations

Texas Instruments, Inc.

6500 Chase Oaks Blvd., MS 8401

Plano, Texas, 75023

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Re: Convert Date in to timestamp in remedy