Re: ARS Implementation team - how many?
Ditto You may have real tough time but the knowledge, confidence you will gain at the end will tremendous as compared to training. I am not trying to devaluate the training but just training can be forgotten, however experience can not. Finally you can always fall back on ARSlister. Best Regards, Uday From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ben Cantatore Sent: Friday, October 05, 2007 09:51 AM To: arslist@ARSLIST.ORG Subject: Re: ARS Implementation team - how many? ** When you're in a bad situation, sometimes its just best to cut your losses and move on. In your case, I'd recommend sticking it out a little longer, if you're interested in working with Remedy. Remedy professionals are in short supply, so if its something you like, a good career path. This is your foot in the door for getting hired as a Remedy professional. Being able to put down on your resume that you were involve with implementing ITSM 7 Suite for XYZ company is huge. Its sad they drop a ton of cash on purchasing ITSM, maintenance, hardware, consulting, and skip on training you properly. They're setting you up for failure. I recommend that you persist in requesting training so you can adequately support the system. Ultimately, you need to figure out what's in your best interest and weigh the pros and cons of staying/moving on. Luck with whatever you decide. Ben Cantatore Remedy Administrator Avon (914) 935-2946 Ri Mez [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 10/04/2007 04:24 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: ARS Implementation team - how many? the first phase (which is finally in freeze) is exactly the 3 areas you listed. the vendor installed a vanilla system (no data imports, no customizations). Everything else (foundation data, basic sla, minor customizations) was done by me. The pm (both vendor and internal) were non existent. No coder. I've learned a lot so far but I'm ready to move on now. I still have had no BMC Training whatsoever (and they tell me now that it's not in the budget). I'm really nervous about the next phase - change and problem (possibly full slm). Anyway thanks for the feedback. It's nice to hear from people who know something about ars. Howard Richter wrote: Lets say your installing ServiceDesk 7, SLM, Requestor and Incident. With no data migration and limited customizations, I would say you would need 3 people. One a pm, who would also translate how the system works to management. One a Application admin, to work on the setup of the system And the last person, you will need a coder. The Pm needs to also be as coder, but one that can do the translations needed for upper management. Howard On 10/4/07, Rick Cook [EMAIL PROTECTED] wrote: ** Well, that depends on the timeline involved, as I'm sure you know, as well as a number of things like the scope of work. Without knowing the scope (i.e. what is involved in configuring), I could only guess at the proper time and resource requirements. Rick On 10/4/07, Ri Mez [EMAIL PROTECTED] wrote: ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are __20060125___This posting was submitted with HTML in it___ The information contained in this electronic message and any attachments to this message are intended for the exclusive use of the addressee(s) and may contain proprietary, confidential or privileged information. If you are not the intended recipient, you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately and destroy all copies of this message and any attachments. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email. www.wipro.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ARS Implementation team - how many?
This is exactly the attitude I've taken. It is a bad situation BUT I am actually getting quite a lot of experience from this. This is my 2nd Implementation now. The last one I was the Business Analyst and Admin before Handover. That was last year and it was 6.3. One of the ARS developers (from Column Tech) said to me that if I wanted a career that I should stick with Remedy. So when I went looking for another job I was given this opportunity (to implement ITSM7 in as short a time as possible). I told them from the beginning that they were being a little too optimistic with their targets. What I would really like to focus on in the future are the Process (ITIL) and Tools (BMC) implementation (esp., from a project management viewpoint). I've created all of the processes so far for this company that I am working for now. That was easy. The tools are the difficult part. Unfortunately their doesn't seem to be a big need for Remedy Admins or people with my experience where I am currently living (Czech Republic). Thanks for the words of encouragement (everyone). I really needed it. On Oct 5, 6:20 am, Ben Cantatore [EMAIL PROTECTED] wrote: When you're in a bad situation, sometimes its just best to cut your losses and move on. In your case, I'd recommend sticking it out a little longer, if you're interested in working with Remedy. Remedy professionals are in short supply, so if its something you like, a good career path. This is your foot in the door for getting hired as a Remedy professional. Being able to put down on your resume that you were involve with implementing ITSM 7 Suite for XYZ company is huge. Its sad they drop a ton of cash on purchasing ITSM, maintenance, hardware, consulting, and skip on training you properly. They're setting you up for failure. I recommend that you persist in requesting training so you can adequately support the system. Ultimately, you need to figure out what's in your best interest and weigh the pros and cons of staying/moving on. Luck with whatever you decide. Ben Cantatore Remedy Administrator Avon (914) 935-2946 Ri Mez [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) [EMAIL PROTECTED] 10/04/2007 04:24 PM Please respond to [EMAIL PROTECTED] To [EMAIL PROTECTED] cc Subject Re: ARS Implementation team - how many? the first phase (which is finally in freeze) is exactly the 3 areas you listed. the vendor installed a vanilla system (no data imports, no customizations). Everything else (foundation data, basic sla, minor customizations) was done by me. The pm (both vendor and internal) were non existent. No coder. I've learned a lot so far but I'm ready to move on now. I still have had no BMC Training whatsoever (and they tell me now that it's not in the budget). I'm really nervous about the next phase - change and problem (possibly full slm). Anyway thanks for the feedback. It's nice to hear from people who know something about ars. Howard Richter wrote: Lets say your installing ServiceDesk 7, SLM, Requestor and Incident. With no data migration and limited customizations, I would say you would need 3 people. One a pm, who would also translate how the system works to management. One a Application admin, to work on the setup of the system And the last person, you will need a coder. The Pm needs to also be as coder, but one that can do the translations needed for upper management. Howard On 10/4/07, Rick Cook [EMAIL PROTECTED] wrote: ** Well, that depends on the timeline involved, as I'm sure you know, as well as a number of things like the scope of work. Without knowing the scope (i.e. what is involved in configuring), I could only guess at the proper time and resource requirements. Rick On 10/4/07, Ri Mez [EMAIL PROTECTED] wrote: ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.orgARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.orgARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ITSM Patch 5 failing
I have installed Patch 5 but clearly something went wrong that did not show up in the logfiles because I was getting SQL errors upon opening the Change Management Console. The answer was reinstallation. I was at another customer site this week which had installed Patch 5 with apparently no problems. It sounds like it works sometimes, for some folks, and fails sometimes, for others. These both were Windows systems with MSSQL databases. -- Regards, Louise van Hine KTSL Limited [EMAIL PROTECTED] Quoting dcharters [EMAIL PROTECTED]: Developer Cache mode was turned on. I also tried importing the def files directly and they failed. Has anyone succesfully installed patch 5 yet? On Wed, 3 Oct 2007 13:19:24 -0400, Joe D'Souza wrote David, Did you put your servers on a development cache mode? If not roll back to pre-patch 5 (assuming you got a DB backup pre- patch 5 install). Then put your server(s) in a development cache mode. Then attempt the install. If you still get these errors or if you have got them after attempting to install with them being in a development cache mode, it might be useful if you send across your install log files. Cheers Joe D'Souza -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of dcharters Sent: Wednesday, October 03, 2007 1:49 PM To: arslist@ARSLIST.ORG Subject: ITSM Patch 5 failing Listers, I have ARS 7.1 with Change, Problem Incendent, Asset, SLM and CMDB 7.0.1. I installed Ptach 4 of each version initialy. I am now trying to install Patch 5. It has failed on 2 seperate servers multiple times. It fails on importing some of the definition files. Has anyone seen this before? Regards, David Charters 317-331-8985 No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.488 / Virus Database: 269.14.0/1046 - Release Date: 10/3/2007 10:08 AM _ __ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are -- Open WebMail Project (http://openwebmail.org) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: TR, DB, and nothing
Hi,
It only states that TR should be used to check the value of a transaction.
It does not describe what a transaction-value is.
It will allways suffice to do these tests:
1. check for any change:
('Field' != 'DB.Field')
2. check for a change to non NULL value:
('Field' != 'DB.Field' AND 'Field' != $NULL$)
If you need to check fields against a specific value as well as finding a
change, use something like this:
('Status' != 'DB.Status' AND 'Status' = Assigned)
This is all you really need to know!
We have also discussed potential performace improvements with checking
TR-values only. I think we have ruled out this as significant. Do not use
the TR-values.
Best Regards - Misi, RRR AB, http://www.rrr.se
Products from RRR Scandinavia:
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
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Find these products, and many free tools and utilities, at http://rrr.se.
Michael,
I read what Dave said -
Following is taken straight from page 36 of Work-Flow Objects-700.pdf
We have a few filters that need to fire ONLY if that particular value is
changed in a given transaction and it fires as intended and doesn't fire
when it shouldn't. It works fine for me.
For filters, you can specify whether the qualification is to reference
field values in the transaction only, in the database only, or in both:
To check the value for the transaction only, enter the field name as
'TR.field' (for example, 'TR.Submitter').
To check the value in the database only, enter the field name as
'DB.field'
(for example, 'DB.Submitter').
To check the value for the transaction first and then check the
database if a new value is not found in the transaction, enter the field
name with no prefix.
If the documentaion is not flawed then 'FieldName' = Current value of
the field is not accurate 'cos (To check the value for the transaction
first and then check the database if a new value is not found in the
transaction, enter the field name with no prefix.)
If you are right then the documentation is not proper..
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of McManus Michael A SSgt HQ 754
ELSG/DOMH
Sent: Thursday, October 04, 2007 4:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: TR, DB, and nothing
'FieldName' = Current value of the field
'TR.FieldName' = Current value of the field if it has changed, else the
value is null.
'DB.FieldName' = Value stored in the database. Obviously, this value
does not exist on submit.
Michael A. McManus, SSgt, USAF
Remedy Developer
HQ 754 ELSG/DOMH
DSN: 596-6478 / Comm: 334-416-6478
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Cupp, Michael E CTR USAF
AFRL/RYOD
Sent: Thursday, October 04, 2007 3:58 PM
To: arslist@ARSLIST.ORG
Subject: TR, DB, and nothing
Can someone explain the difference between the following:
'FieldName'
'TR.FieldName'
'DB.FieldName'
Are there other prefixes out there that may be of use?
If the DB. is what I think it is, it's something I've asked for, but was
told didn't exist, so I have had to do extensive coding around it
(Creating a dup field, setting it via work flow, comparing 2 field
values, etc).
This message is for the designated recipient only and may contain
privileged, proprietary, or otherwise private information. If you have
received it in error, please notify the sender immediately and delete the
original. Any other use of the email by you is prohibited.
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Delete Incident I.D after it is created
Hi Listers, I have a requirement to delete an incident number from the HPD:CFG Ticket Num Generator form after the incident is created in the HelpDesk form. Current workflow allows the incident number to be deleted on Modify, but the incident number should be deleted on Submit.In the filter command line of the runprocess I have written the following code Application-Delete-Entry $HPD:CFG Ticket Num Generator$ $Incident Number$ But still it dosen't work. Any Clue. Regards, Ravi Kumar Tadi Merrill Lynch Global Technology Infrastructure (GTI) +91 40 3063 7433 DISCLAIMER: This email (including any attachments) is intended for the sole use of the intended recipient/s and may contain material that is CONFIDENTIAL AND PRIVATE COMPANY INFORMATION. Any review or reliance by others or copying or distribution or forwarding of any or all of the contents in this message is STRICTLY PROHIBITED. If you are not the intended recipient, please contact the sender by email and delete all copies; your cooperation in this regard is appreciated. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ARSList Awards: Some yes, some no.MVP not enough yet!
Oh wowover 4000. Based on my figures there are more people in the hospital than I thought. need to give FTD a call and get some more flowers sent out.. _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of arslist Sent: Thursday, October 04, 2007 7:57 PM To: arslist@ARSLIST.ORG Subject: Re: ARSList Awards: Some yes, some no.MVP not enough yet! ** Start with 4000 individual users, over 4300 registered, and it gets even more depressing. They aren't even inactive, they are lurkers. Probably more people attending BMC UserWorld than have voted. There are lessons to be learned here, just don't care to think about what they are at the moment. On the other hand, if 1/10 of the people I know on the list that haven't voted vote, we are okay. . Daniel _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Howard Richter Sent: October 4, 2007 7:48 PM To: arslist@ARSLIST.ORG Subject: Re: ARSList Awards: Some yes, some no.MVP not enough yet! ** Look at where they are having it and when. Howard On 10/4/07, Susan Palmer [EMAIL PROTECTED] wrote: ** Pretty sad isn't it:( So are there only going to be about 100 of us at RUG? Susan On 10/4/07, Timothy Powell [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] wrote: ** Susan, I agree that the dynamics of the list is changing. But let's throw some speculative numbers out. Dan states that there are in excess of 3000 registered users. We'll round that down to 3000 even. Let's say 50% of those registered users are inactive. Now we're at 1500. Let's say another 50% of those users are as you describedoccasional users and never glance at the list until the need arises. Now were down to 750. Of those, 50% are in the hospital and have been unable to use a computer in the last month. Now we're down to 375. Of those 375, surely there are enough dedicated users to get 150 votes. :-) Regards, Tim _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG ] On Behalf Of Susan Palmer Sent: Thursday, October 04, 2007 4:15 PM To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG Subject: Re: ARSList Awards: Some yes, some no.MVP not enough yet! ** I think we've failed to recognize that the composition of the arslisters is different than it used to be. Just like bmc is changing the applications to be 'non-development' OOB applications we may have many listers that do not read the list on a regular basis. They send an email if they have an issue, get the answer, and then don't come back until they have another question. I go through the arslist emails every day. I find it therapeutic to know others have far more issues than I do and more importantly to learn about things I may never come across. I may not remember all of it off hand but I know I've seen something about it and can find it later. Maybe core arslisters have to adjust their expectations of the list. OR maybe the others just NEED TO VOTE !!! Susan On 10/4/07, Daniel Bloom [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] wrote: ** Okay folks. Last chance: we need another 35 votes for MVP we need more votes for the software categories. Just look up the past posts for the list of nominees and send your votes to either [EMAIL PROTECTED] or [EMAIL PROTECTED] __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ -- Howard Richter Remedy ServiceDesk Manager CedarCrestone Managed Services Center [EMAIL PROTECTED] __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Filter Problem
Hi,
One very important thing is that values will never be , it will be NULL.
Leading and trailing whitespace will also be stripped, so the string
would also be set to NULL.
AR User will automatically convert empty charfields to NULL.
When you do imports, leading and trailing whitespaces can be there, but
they will not be there for anything entered through AR User.
Other API-programs can send strings with leading and trailing whitespace,
which could possibly make things complicated.
Best Regards - Misi, RRR AB, http://www.rrr.se
Products from RRR Scandinavia:
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
* RRR|Translator - Manage and automate your language translations.
Find these products, and many free tools and utilities, at http://rrr.se.
I think what you want instead of this:
( 'TR.AssignedConfigTech' != $NULL$ ) AND ('TR.AssignedConfigTech' !=
)
Is this:
( 'TR.AssignedConfigTech' != $NULL$ ) AND ('TR.AssignedConfigTech' !=
'DB.AssignedConfigTech')
The first part of the qualification tells you that the
AssignedConfigTech is one of the fields involved in the transaction.
The second part of the qualification checks if what's in the transaction
is not the same text as what's already in the database.
With your qualification, if I have the value John in the DB and I push
John again, your filter will fire, but technically, nothing changed.
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Dave.ARSList
Sent: Thursday, October 04, 2007 3:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: Filter Problem
Andy,
I don't think what you said is true - ( 'AssignedConfigTech' != $NULL$
)
AND ( 'DB.AssignedConfigTech' != 'TR.AssignedConfigTech')
If I am reading the statement correctly, the filter should not fire
unless
the 'AssignedConfigTech' is changed.
If you really want to fire the filter when 'AssignedConfigTech' is
changed,
your condition should be:
( 'TR.AssignedConfigTech' != $NULL$ ) AND ('TR.AssignedConfigTech' !=
)
Gurus, correct me if this is wrong.
- Dave.
Mayfield, Andy L. wrote:
OK, I am stumped. I have a filter firing that should not be.
I have a filter that sends a notification based on the qualification
statement:
( 'AssignedConfigTech' != $NULL$ ) AND ( 'DB.AssignedConfigTech' !=
'TR.AssignedConfigTech')
If I am reading the statement correctly, the filter should not fire
unless the 'AssignedConfigTech' is changed.
This filter is firing when the form is saved without a change being
made
the 'AssignedConfigTech' field.
There is a value in the field, so it's != $NULL$, but no change is
being
made to the field so it should not meet the criteria.
Andy L. Mayfield
Sr. System Operation Specialist
Alabama Power Company
Office: 8-226-1805
Cell: 288-9140
SoLinc: 19140
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FN:Mayfield, Andy L.
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Drive;Hueytown;AL;350231835;USA
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Re: Delete Incident I.D after it is created
Good morning Ravi, I believe you need to remove the $'s that surround the form name. Hope that helps! YHK On 10/5/07, Ravikumar_Tadi [EMAIL PROTECTED] wrote: Hi Listers, I have a requirement to delete an incident number from the HPD:CFG Ticket Num Generator form after the incident is created in the HelpDesk form. Current workflow allows the incident number to be deleted on Modify, but the incident number should be deleted on Submit.In the filter command line of the runprocess I have written the following code Application-Delete-Entry $HPD:CFG Ticket Num Generator$ $Incident Number$ But still it dosen't work. Any Clue. Regards, Ravi Kumar Tadi Merrill Lynch Global Technology Infrastructure (GTI) +91 40 3063 7433 DISCLAIMER: This email (including any attachments) is intended for the sole use of the intended recipient/s and may contain material that is CONFIDENTIAL AND PRIVATE COMPANY INFORMATION. Any review or reliance by others or copying or distribution or forwarding of any or all of the contents in this message is STRICTLY PROHIBITED. If you are not the intended recipient, please contact the sender by email and delete all copies; your cooperation in this regard is appreciated. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Delete Incident I.D after it is created
I'm assuming you are firing this off HelpDesk, if so I think you need to do an query delete. Application-Query-Delete-Entry form qualification string I need some coffee...lol On 10/5/07, YHK [EMAIL PROTECTED] wrote: Good morning Ravi, I believe you need to remove the $'s that surround the form name. Hope that helps! YHK On 10/5/07, Ravikumar_Tadi [EMAIL PROTECTED] wrote: Hi Listers, I have a requirement to delete an incident number from the HPD:CFG Ticket Num Generator form after the incident is created in the HelpDesk form. Current workflow allows the incident number to be deleted on Modify, but the incident number should be deleted on Submit.In the filter command line of the runprocess I have written the following code Application-Delete-Entry $HPD:CFG Ticket Num Generator$ $Incident Number$ But still it dosen't work. Any Clue. Regards, Ravi Kumar Tadi Merrill Lynch Global Technology Infrastructure (GTI) +91 40 3063 7433 DISCLAIMER: This email (including any attachments) is intended for the sole use of the intended recipient/s and may contain material that is CONFIDENTIAL AND PRIVATE COMPANY INFORMATION. Any review or reliance by others or copying or distribution or forwarding of any or all of the contents in this message is STRICTLY PROHIBITED. If you are not the intended recipient, please contact the sender by email and delete all copies; your cooperation in this regard is appreciated. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Delete Incident I.D after it is created
Just Curious as to why you want to delete the incident number from HPD:CFG Ticket Num Generator. If it is for cleanup purposes maybe you need an escalation that runs at night instead of doing a delete with every Incident creation. You did say you want to delete the number on Submit so I guess the escalation method would not work. Teresa ** See what's new at http://www.aol.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Competitors to Remedy ARS?
The trial version is command line only. The registered version allows GUI apps. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Dayton Gay Wheeler Sent: Thursday, October 04, 2007 9:04 PM To: arslist@ARSLIST.ORG Subject: Re: Competitors to Remedy ARS? I downloaded hotbasic and did this - where do you hit the F5 key? It appears to be a command line tool -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Thursday, October 04, 2007 10:57 AM To: arslist@ARSLIST.ORG Subject: Re: Competitors to Remedy ARS? Or HotBasic. With HotBasic you type this: CREATE newForm AS FORM END CREATE newForm.SHOWMODAL and then hit the F5 key and voila! A Windows form appears on the screen. Then do this: CREATE newForm AS FORM CREATE newEditField AS EDIT END CREATE END CREATE newForm.SHOWMODAL and your form now appears with a character field on it. Very, very easy. Much easier than .Net, yet with comparable capabilities. Norm -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn Sent: Thursday, October 04, 2007 9:48 AM To: arslist@ARSLIST.ORG Subject: Re: Competitors to Remedy ARS? Perhaps you should give more requirements. You mentioned that you want something like ARS, but don't really care about ITSM or any specific type of module. It sounds like you're wanting to build custom database driven applications, right? If so, rather than looking at something like Remedy, you'd be better off finding a traditional development language that has a good interface to build forms and back end workflow. I don't know of any as easy as Remedy, but .NET would be a good option for something similar. Shawn Pierson -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Alec Alec Sent: Thursday, October 04, 2007 9:46 AM To: arslist@ARSLIST.ORG Subject: Re: Competitors to Remedy ARS? I require the email functionality. Sent via BlackBerry from T-Mobile -Original Message- From: Opela, Gary L Contr OC-ALC/ITMA [EMAIL PROTECTED] Date: Thu, 4 Oct 2007 09:36:35 To:arslist@ARSLIST.ORG Subject: Re: Competitors to Remedy ARS? Just install an unlicensed version of remedy. I think it allows you up to 1000 records creation, and 3 user licenses. This is good practice too to hone your remedy development skills, so you benefit in your job as well. Now, if you are deploying/selling this application to end users, I'm not sure how that would play in with remedy's licensing model. So, if you are not going to be the only one using it, then this might not work. Thanks, Gary Opela, Jr Sr. Remedy Developer Leader Communications, Inc. 405 736 3211 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Cupp, Michael E CTR USAF AFRL/RYOD Sent: Thursday, October 04, 2007 9:17 AM To: arslist@ARSLIST.ORG Subject: Re: Competitors to Remedy ARS? Sorry for jumping in therethis seems interesting to me as well. :) -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Timothy Powell Sent: Thursday, October 04, 2007 10:09 AM To: arslist@ARSLIST.ORG Subject: Re: Competitors to Remedy ARS? How many users? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Alec Alec Sent: Thursday, October 04, 2007 9:12 AM To: arslist@ARSLIST.ORG Subject: Re: Competitors to Remedy ARS? Largest form would be less than 2500 row, probably less than 1000 Sent via BlackBerry from T-Mobile -Original Message- From: Pickering, Christopher [EMAIL PROTECTED] Date: Thu, 4 Oct 2007 08:15:10 To:arslist@ARSLIST.ORG Subject: Re: Competitors to Remedy ARS? How much data would you expect the system to hold? Chris Pickering -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Alec Alec Sent: Wednesday, October 03, 2007 5:58 PM To: arslist@ARSLIST.ORG Subject: Competitors to Remedy ARS? Are there any less expensive, freeware, open source, etc. competitors to the Remedy ARS product? I have a small home project that I would like to complete, but can't afford ARS for home. I am looking only for the engine, no attached HD app, etc. Thanks! Alec Sent via BlackBerry from T-Mobile ___ 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
ARSlist Awards all but software categories over the line
We have enough votes for BMC Remedy Beyond the Call of Duty and the ARSlist MVP Awards. This doesnt mean you should stop voting. so far we are at best ½ way to the 50 votes required for any of the software categories. Surprising since we easily did that last year. Also, perhaps the 15 people that have voted for Axton and Matt would like to try again? Excellent candidates indeed, but not eligible or nominated this year. Also a reminder to thank the current sponsors of the ARSlist: www.Kifinti.com http://www.kifinti.com/ and Daniel Bloom Consulting Inc. and www.wwrug.org http://www.wwrug.org/ Happy Thanksgiving Weekend! (might as well start getting used to the Canadian way of things :-), start practicing your moose calls for UserWorld ) Daniel Bloom p.s. coming soon: the annual questionnaire about who will be at BMC UserWorld location will be posted on Tuesday morning ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Delete Incident I.D after it is created
Until?the entry has been created?you cannot?delete it that is why the OOTB filter fires on?Modify. -Original Message- From: Teresa Fannin [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Fri, 5 Oct 2007 8:13 am Subject: Re: Delete Incident I.D after it is created ** Just Curious as to why you want to delete the incident number from HPD:CFG Ticket Num Generator.? If it is for cleanup purposes maybe you need an escalation that runs at night instead of doing a delete with every Incident creation. You did? say you want to delete the number on Submit so I guess the escalation method would not work. Teresa See what's new at AOL.com and Make AOL Your Homepage. __20060125___This posting was submitted with HTML in it___ Email and AIM finally together. You've gotta check out free AOL Mail! - http://mail.aol.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: HelpDesk Audit
Hello listers, I really need help with this. any help would be highly appreciated. Thanks in advance. Dave. Dave.ARSList wrote: Hello listers, Is there a way to get a list of all the fields you are currently auditing on any given form? Possibly details of what you are auditing? Also, let's say you are auding certain things on HPD:HelpDesk form; If i un-audit some of those fields, would it affect the existing audit-records? I mean would it drop all those columns or keep the previously-audited columns and insert null now as you are not auditing them anymore? How does it work? Any help would be greatly appreciated. I's confusing because here's what we have on Audit tab of form properties of HPD:HelpDesk Audit Style: Log Enabled: Yes Log Form: HPD:HelpDesk_AuditLogSystem Qualification: 'TR.Priority' != 'DB.Priority' When i opened HelpDesk_AuditLogSystem form in user client: it only has one drop-down- Staus! So does it mean the auditing is not enabled proper? Or should it be logging to HelpDesk_Audit form instead? How do I make sure what fields are being audited and where they are being logged and everything? Thank you, Dave. P.S: I've already voted :p -- View this message in context: http://www.nabble.com/HelpDesk-Audit-tf4571392.html#a13060243 Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Delete Incident I.D after it is created
True but once the Incident Number (different than the Incident ID on the Incident form) has been generated that should exist in HPD:CFG Ticket Num Generator so that on Submit of the Incident you could delete the Entry in HPD:CFG Ticket Num Generator. But why do you want to delete the HPD:CFG Ticket Num Generator entry I wonder? Teresa ** See what's new at http://www.aol.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ARSlist Awards all but software categories over the line
Moose calls? http://www.smouse.force9.co.uk/Moose3.wav From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Daniel Bloom Sent: Friday, October 05, 2007 9:55 AM To: arslist@ARSLIST.ORG Subject: ARSlist Awards all but software categories over the line We have enough votes for BMC Remedy Beyond the Call of Duty and the ARSlist MVP Awards. This doesn't mean you should stop voting. so far we are at best ½ way to the 50 votes required for any of the software categories. Surprising since we easily did that last year. Also, perhaps the 15 people that have voted for Axton and Matt would like to try again? Excellent candidates indeed, but not eligible or nominated this year. Also a reminder to thank the current sponsors of the ARSlist: www.Kifinti.com http://www.kifinti.com/ and Daniel Bloom Consulting Inc. and www.wwrug.org http://www.wwrug.org/ Happy Thanksgiving Weekend! (might as well start getting used to the Canadian way of things :-), start practicing your moose calls for UserWorld ) ... Daniel Bloom p.s. coming soon: the annual questionnaire about who will be at BMC UserWorld location will be posted on Tuesday morning __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are image001.jpg
Re: HelpDesk Audit
Hi! I think you can look at fieldOption in a def-file to find audited fields. These are the values from api/include/ar.h: #define AR_AUDIT_NONE 0 #define AR_AUDIT_COPY 1 #define AR_AUDIT_LOG 2 fieldOption : 1 = audit fieldOption : 2 = copy fieldOption : 3 = audit+copy (1+2) You can use our free rrrDefSearch utility for a quick search: C:\rrr\def rrrdefsearch -s tmp.def -m fieldOption -v typename subtype subid subnamesubattr rowdata schema test field 7 Status fieldOption 1 schema test field 8 ShortDescr fieldOption 2 schema test field 536870913 Test1 fieldOption 3 schema test field 536870914 Test2 fieldOption 1 It can be downloaded from https://www.rrr.se/cgi/tools/main#rrrDefSearch Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia: * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. * RRR|Translator - Manage and automate your language translations. Find these products, and many free tools and utilities, at http://rrr.se. Hello listers, I really need help with this. any help would be highly appreciated. Thanks in advance. Dave. Dave.ARSList wrote: Hello listers, Is there a way to get a list of all the fields you are currently auditing on any given form? Possibly details of what you are auditing? Also, let's say you are auding certain things on HPD:HelpDesk form; If i un-audit some of those fields, would it affect the existing audit-records? I mean would it drop all those columns or keep the previously-audited columns and insert null now as you are not auditing them anymore? How does it work? Any help would be greatly appreciated. I's confusing because here's what we have on Audit tab of form properties of HPD:HelpDesk Audit Style: Log Enabled: Yes Log Form: HPD:HelpDesk_AuditLogSystem Qualification: 'TR.Priority' != 'DB.Priority' When i opened HelpDesk_AuditLogSystem form in user client: it only has one drop-down- Staus! So does it mean the auditing is not enabled proper? Or should it be logging to HelpDesk_Audit form instead? How do I make sure what fields are being audited and where they are being logged and everything? Thank you, Dave. P.S: I've already voted :p -- View this message in context: http://www.nabble.com/HelpDesk-Audit-tf4571392.html#a13060243 Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ARSlist Awards all but software categories over the line
Listers, It upsets me when there are people like Misi, Axton, Matt and other nominees share tremendous knowledge and help everybody and still people do not have enough courtesy to vote!! I wish I can vote 1000s of time 'cos I would!! May be we should have Remedy Idol contest which allows users to keep voting unlimited time!! thanks, Dave. Daniel Bloom wrote: We have enough votes for BMC Remedy Beyond the Call of Duty and the ARSlist MVP Awards. This doesnt mean you should stop voting. so far we are at best ½ way to the 50 votes required for any of the software categories. Surprising since we easily did that last year. Also, perhaps the 15 people that have voted for Axton and Matt would like to try again? Excellent candidates indeed, but not eligible or nominated this year. Also a reminder to thank the current sponsors of the ARSlist: www.Kifinti.com http://www.kifinti.com/ and Daniel Bloom Consulting Inc. and www.wwrug.org http://www.wwrug.org/ Happy Thanksgiving Weekend! (might as well start getting used to the Canadian way of things :-), start practicing your moose calls for UserWorld ) Daniel Bloom p.s. coming soon: the annual questionnaire about who will be at BMC UserWorld location will be posted on Tuesday morning ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are -- View this message in context: http://www.nabble.com/ARSlist-Awards-all-but-software-categories-over-the-line-tf4575444.html#a13061395 Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: HelpDesk Audit
Misi, I checked out the site but I did not find rrrDefSearch. The tools available are following: RRR|License - License Tuning and Statistics RRR|Log - Logfile Analyzer and Performance Tuner RRR|HelpText (free) - Manage your Help Texts RRR|Lock (free) - Generic Record Locking RRR|Flash (free) - Graphical Statistics on your Tickets RRR|Chive (free) - Record archiving and fast data copy RRR|Commands (free) - Download section with free command line tools RRR|Offline - Run RRR|License and RRR|Log on your local workstation RRR|DiaryX (free) - Extract statistics from your Diary Fields or help you convert to a Diary Form RRR|ChangeField (free) - Multiple Change Field Action Creator Am i missing something here? Thank you, Dave. Misi Mladoniczky wrote: Hi! I think you can look at fieldOption in a def-file to find audited fields. These are the values from api/include/ar.h: #define AR_AUDIT_NONE 0 #define AR_AUDIT_COPY 1 #define AR_AUDIT_LOG 2 fieldOption : 1 = audit fieldOption : 2 = copy fieldOption : 3 = audit+copy (1+2) You can use our free rrrDefSearch utility for a quick search: C:\rrr\def rrrdefsearch -s tmp.def -m fieldOption -v typename subtype subid subnamesubattr rowdata schema test field 7 Status fieldOption 1 schema test field 8 ShortDescr fieldOption 2 schema test field 536870913 Test1 fieldOption 3 schema test field 536870914 Test2 fieldOption 1 It can be downloaded from https://www.rrr.se/cgi/tools/main#rrrDefSearch Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia: * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. * RRR|Translator - Manage and automate your language translations. Find these products, and many free tools and utilities, at http://rrr.se. Hello listers, I really need help with this. any help would be highly appreciated. Thanks in advance. Dave. Dave.ARSList wrote: Hello listers, Is there a way to get a list of all the fields you are currently auditing on any given form? Possibly details of what you are auditing? Also, let's say you are auding certain things on HPD:HelpDesk form; If i un-audit some of those fields, would it affect the existing audit-records? I mean would it drop all those columns or keep the previously-audited columns and insert null now as you are not auditing them anymore? How does it work? Any help would be greatly appreciated. I's confusing because here's what we have on Audit tab of form properties of HPD:HelpDesk Audit Style: Log Enabled: Yes Log Form: HPD:HelpDesk_AuditLogSystem Qualification: 'TR.Priority' != 'DB.Priority' When i opened HelpDesk_AuditLogSystem form in user client: it only has one drop-down- Staus! So does it mean the auditing is not enabled proper? Or should it be logging to HelpDesk_Audit form instead? How do I make sure what fields are being audited and where they are being logged and everything? Thank you, Dave. P.S: I've already voted :p -- View this message in context: http://www.nabble.com/HelpDesk-Audit-tf4571392.html#a13060243 Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are -- View this message in context: http://www.nabble.com/HelpDesk-Audit-tf4571392.html#a13061683 Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: HelpDesk Audit
Awesome!! Thank you so much Misi, it's much appreciated. I also want to thank you and Axton for in-dept explanation about TR and DB values. Thanks again. Misi Mladoniczky wrote: Hi! I think you can look at fieldOption in a def-file to find audited fields. These are the values from api/include/ar.h: #define AR_AUDIT_NONE 0 #define AR_AUDIT_COPY 1 #define AR_AUDIT_LOG 2 fieldOption : 1 = audit fieldOption : 2 = copy fieldOption : 3 = audit+copy (1+2) You can use our free rrrDefSearch utility for a quick search: C:\rrr\def rrrdefsearch -s tmp.def -m fieldOption -v typename subtype subid subnamesubattr rowdata schema test field 7 Status fieldOption 1 schema test field 8 ShortDescr fieldOption 2 schema test field 536870913 Test1 fieldOption 3 schema test field 536870914 Test2 fieldOption 1 It can be downloaded from https://www.rrr.se/cgi/tools/main#rrrDefSearch Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia: * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. * RRR|Translator - Manage and automate your language translations. Find these products, and many free tools and utilities, at http://rrr.se. Hello listers, I really need help with this. any help would be highly appreciated. Thanks in advance. Dave. Dave.ARSList wrote: Hello listers, Is there a way to get a list of all the fields you are currently auditing on any given form? Possibly details of what you are auditing? Also, let's say you are auding certain things on HPD:HelpDesk form; If i un-audit some of those fields, would it affect the existing audit-records? I mean would it drop all those columns or keep the previously-audited columns and insert null now as you are not auditing them anymore? How does it work? Any help would be greatly appreciated. I's confusing because here's what we have on Audit tab of form properties of HPD:HelpDesk Audit Style: Log Enabled: Yes Log Form: HPD:HelpDesk_AuditLogSystem Qualification: 'TR.Priority' != 'DB.Priority' When i opened HelpDesk_AuditLogSystem form in user client: it only has one drop-down- Staus! So does it mean the auditing is not enabled proper? Or should it be logging to HelpDesk_Audit form instead? How do I make sure what fields are being audited and where they are being logged and everything? Thank you, Dave. P.S: I've already voted :p -- View this message in context: http://www.nabble.com/HelpDesk-Audit-tf4571392.html#a13060243 Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are -- View this message in context: http://www.nabble.com/HelpDesk-Audit-tf4571392.html#a13061397 Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ARSlist Awards all but software categories over the line
I wonder if we should have an ARSlist hall of fame. C -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Dave.ARSList Sent: Friday, October 05, 2007 11:10 AM To: arslist@ARSLIST.ORG Subject: Re: ARSlist Awards all but software categories over the line Listers, It upsets me when there are people like Misi, Axton, Matt and other nominees share tremendous knowledge and help everybody and still people do not have enough courtesy to vote!! I wish I can vote 1000s of time 'cos I would!! May be we should have Remedy Idol contest which allows users to keep voting unlimited time!! thanks, Dave. Daniel Bloom wrote: We have enough votes for BMC Remedy Beyond the Call of Duty and the ARSlist MVP Awards. This doesnt mean you should stop voting. so far we are at best ½ way to the 50 votes required for any of the software categories. Surprising since we easily did that last year. Also, perhaps the 15 people that have voted for Axton and Matt would like to try again? Excellent candidates indeed, but not eligible or nominated this year. Also a reminder to thank the current sponsors of the ARSlist: www.Kifinti.com http://www.kifinti.com/ and Daniel Bloom Consulting Inc. and www.wwrug.org http://www.wwrug.org/ Happy Thanksgiving Weekend! (might as well start getting used to the Canadian way of things :-), start practicing your moose calls for UserWorld ) Daniel Bloom p.s. coming soon: the annual questionnaire about who will be at BMC UserWorld location will be posted on Tuesday morning __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are -- View this message in context: http://www.nabble.com/ARSlist-Awards-all-but-software-categories-over-the-line-tf4575444.html#a13061395 Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: HelpDesk Audit
Misi, I guess I needed rrrDefAndBlind tool LOL. I got it under rrrCommands. Thanks again. Dave. Dave.ARSList wrote: Misi, I checked out the site but I did not find rrrDefSearch. The tools available are following: RRR|License - License Tuning and Statistics RRR|Log - Logfile Analyzer and Performance Tuner RRR|HelpText (free) - Manage your Help Texts RRR|Lock (free) - Generic Record Locking RRR|Flash (free) - Graphical Statistics on your Tickets RRR|Chive (free) - Record archiving and fast data copy RRR|Commands (free) - Download section with free command line tools RRR|Offline - Run RRR|License and RRR|Log on your local workstation RRR|DiaryX (free) - Extract statistics from your Diary Fields or help you convert to a Diary Form RRR|ChangeField (free) - Multiple Change Field Action Creator Am i missing something here? Thank you, Dave. Misi Mladoniczky wrote: Hi! I think you can look at fieldOption in a def-file to find audited fields. These are the values from api/include/ar.h: #define AR_AUDIT_NONE 0 #define AR_AUDIT_COPY 1 #define AR_AUDIT_LOG 2 fieldOption : 1 = audit fieldOption : 2 = copy fieldOption : 3 = audit+copy (1+2) You can use our free rrrDefSearch utility for a quick search: C:\rrr\def rrrdefsearch -s tmp.def -m fieldOption -v typename subtype subid subnamesubattr rowdata schema test field 7 Status fieldOption 1 schema test field 8 ShortDescr fieldOption 2 schema test field 536870913 Test1 fieldOption 3 schema test field 536870914 Test2 fieldOption 1 It can be downloaded from https://www.rrr.se/cgi/tools/main#rrrDefSearch Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia: * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. * RRR|Translator - Manage and automate your language translations. Find these products, and many free tools and utilities, at http://rrr.se. Hello listers, I really need help with this. any help would be highly appreciated. Thanks in advance. Dave. Dave.ARSList wrote: Hello listers, Is there a way to get a list of all the fields you are currently auditing on any given form? Possibly details of what you are auditing? Also, let's say you are auding certain things on HPD:HelpDesk form; If i un-audit some of those fields, would it affect the existing audit-records? I mean would it drop all those columns or keep the previously-audited columns and insert null now as you are not auditing them anymore? How does it work? Any help would be greatly appreciated. I's confusing because here's what we have on Audit tab of form properties of HPD:HelpDesk Audit Style: Log Enabled: Yes Log Form: HPD:HelpDesk_AuditLogSystem Qualification: 'TR.Priority' != 'DB.Priority' When i opened HelpDesk_AuditLogSystem form in user client: it only has one drop-down- Staus! So does it mean the auditing is not enabled proper? Or should it be logging to HelpDesk_Audit form instead? How do I make sure what fields are being audited and where they are being logged and everything? Thank you, Dave. P.S: I've already voted :p -- View this message in context: http://www.nabble.com/HelpDesk-Audit-tf4571392.html#a13060243 Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are -- View this message in context: http://www.nabble.com/HelpDesk-Audit-tf4571392.html#a13061752 Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: HelpDesk Audit
Hi Dave, If you login, you will be able to find ut under the RRR|Commands. The direct access url (when you have registered an account) is: https://www.rrr.se/cgi/tools/main#rrrDefSearch Best Regards - Misi, RRR AB, http://www.rrr.se/sv/ Misi, I checked out the site but I did not find rrrDefSearch. The tools available are following: RRR|License - License Tuning and Statistics RRR|Log - Logfile Analyzer and Performance Tuner RRR|HelpText (free) - Manage your Help Texts RRR|Lock (free) - Generic Record Locking RRR|Flash (free) - Graphical Statistics on your Tickets RRR|Chive (free) - Record archiving and fast data copy RRR|Commands (free) - Download section with free command line tools RRR|Offline - Run RRR|License and RRR|Log on your local workstation RRR|DiaryX (free) - Extract statistics from your Diary Fields or help you convert to a Diary Form RRR|ChangeField (free) - Multiple Change Field Action Creator Am i missing something here? Thank you, Dave. Misi Mladoniczky wrote: Hi! I think you can look at fieldOption in a def-file to find audited fields. These are the values from api/include/ar.h: #define AR_AUDIT_NONE 0 #define AR_AUDIT_COPY 1 #define AR_AUDIT_LOG 2 fieldOption : 1 = audit fieldOption : 2 = copy fieldOption : 3 = audit+copy (1+2) You can use our free rrrDefSearch utility for a quick search: C:\rrr\def rrrdefsearch -s tmp.def -m fieldOption -v typename subtype subid subnamesubattr rowdata schema test field 7 Status fieldOption 1 schema test field 8 ShortDescr fieldOption 2 schema test field 536870913 Test1 fieldOption 3 schema test field 536870914 Test2 fieldOption 1 It can be downloaded from https://www.rrr.se/cgi/tools/main#rrrDefSearch Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia: * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. * RRR|Translator - Manage and automate your language translations. Find these products, and many free tools and utilities, at http://rrr.se. Hello listers, I really need help with this. any help would be highly appreciated. Thanks in advance. Dave. Dave.ARSList wrote: Hello listers, Is there a way to get a list of all the fields you are currently auditing on any given form? Possibly details of what you are auditing? Also, let's say you are auding certain things on HPD:HelpDesk form; If i un-audit some of those fields, would it affect the existing audit-records? I mean would it drop all those columns or keep the previously-audited columns and insert null now as you are not auditing them anymore? How does it work? Any help would be greatly appreciated. I's confusing because here's what we have on Audit tab of form properties of HPD:HelpDesk Audit Style: Log Enabled: Yes Log Form: HPD:HelpDesk_AuditLogSystem Qualification: 'TR.Priority' != 'DB.Priority' When i opened HelpDesk_AuditLogSystem form in user client: it only has one drop-down- Staus! So does it mean the auditing is not enabled proper? Or should it be logging to HelpDesk_Audit form instead? How do I make sure what fields are being audited and where they are being logged and everything? Thank you, Dave. P.S: I've already voted :p -- View this message in context: http://www.nabble.com/HelpDesk-Audit-tf4571392.html#a13060243 Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are -- View this message in context: http://www.nabble.com/HelpDesk-Audit-tf4571392.html#a13061683 Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Flashboards Force the Zero value or at least the FULL legend.
Flashboard Customers, If you have a flashboard with 4 possible values and 2 sometimes are 0 and the other 2 have numbers.. How can you force the Value's to display as a Zero.. Example Question 1 Answers are 0 1 2 3 DB wise.. but if 0 and 1 are not present (as represented as a Zero) then then Value or Legend does not show properly. Can I force the Legend? or Force the Zero? -- Patrick Zandi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: HelpDesk Audit
Misi, I was able to dump out the text file. I noticed it only had fields with fieldOption 1. I assume I don't have any fields with fieldOption 2 or 3. However, does it mean it doesn't dump out any fields with fieldOption 0? Or it means every single fields are being audited? The later one can'e be the case as the text file merely had about 50 fields. Or wait may be it is auditing all the fields by default and the rest are display-only temp fields? Anyways, either case, is it also possible to query the backend to get the same information? I assume it'll be available somewhere in the databse. Thank you, Dave. Misi Mladoniczky wrote: Hi! I think you can look at fieldOption in a def-file to find audited fields. These are the values from api/include/ar.h: #define AR_AUDIT_NONE 0 #define AR_AUDIT_COPY 1 #define AR_AUDIT_LOG 2 fieldOption : 1 = audit fieldOption : 2 = copy fieldOption : 3 = audit+copy (1+2) You can use our free rrrDefSearch utility for a quick search: C:\rrr\def rrrdefsearch -s tmp.def -m fieldOption -v typename subtype subid subnamesubattr rowdata schema test field 7 Status fieldOption 1 schema test field 8 ShortDescr fieldOption 2 schema test field 536870913 Test1 fieldOption 3 schema test field 536870914 Test2 fieldOption 1 It can be downloaded from https://www.rrr.se/cgi/tools/main#rrrDefSearch Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia: * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. * RRR|Translator - Manage and automate your language translations. Find these products, and many free tools and utilities, at http://rrr.se. Hello listers, I really need help with this. any help would be highly appreciated. Thanks in advance. Dave. Dave.ARSList wrote: Hello listers, Is there a way to get a list of all the fields you are currently auditing on any given form? Possibly details of what you are auditing? Also, let's say you are auding certain things on HPD:HelpDesk form; If i un-audit some of those fields, would it affect the existing audit-records? I mean would it drop all those columns or keep the previously-audited columns and insert null now as you are not auditing them anymore? How does it work? Any help would be greatly appreciated. I's confusing because here's what we have on Audit tab of form properties of HPD:HelpDesk Audit Style: Log Enabled: Yes Log Form: HPD:HelpDesk_AuditLogSystem Qualification: 'TR.Priority' != 'DB.Priority' When i opened HelpDesk_AuditLogSystem form in user client: it only has one drop-down- Staus! So does it mean the auditing is not enabled proper? Or should it be logging to HelpDesk_Audit form instead? How do I make sure what fields are being audited and where they are being logged and everything? Thank you, Dave. P.S: I've already voted :p -- View this message in context: http://www.nabble.com/HelpDesk-Audit-tf4571392.html#a13060243 Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are -- View this message in context: http://www.nabble.com/HelpDesk-Audit-tf4571392.html#a13062438 Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: HelpDesk Audit
Hi, In many cases when something has a 0-value, the row is removed from the def-file. In this case, there is only 50 fields that is audited. The fields has the flag set to 1 which means 'Audit'. No 'Copy' or 'Audit and Copy' is present in your def-file. Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia: * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. * RRR|Translator - Manage and automate your language translations. Find these products, and many free tools and utilities, at http://rrr.se. Misi, I was able to dump out the text file. I noticed it only had fields with fieldOption 1. I assume I don't have any fields with fieldOption 2 or 3. However, does it mean it doesn't dump out any fields with fieldOption 0? Or it means every single fields are being audited? The later one can'e be the case as the text file merely had about 50 fields. Or wait may be it is auditing all the fields by default and the rest are display-only temp fields? Anyways, either case, is it also possible to query the backend to get the same information? I assume it'll be available somewhere in the databse. Thank you, Dave. Misi Mladoniczky wrote: Hi! I think you can look at fieldOption in a def-file to find audited fields. These are the values from api/include/ar.h: #define AR_AUDIT_NONE 0 #define AR_AUDIT_COPY 1 #define AR_AUDIT_LOG 2 fieldOption : 1 = audit fieldOption : 2 = copy fieldOption : 3 = audit+copy (1+2) You can use our free rrrDefSearch utility for a quick search: C:\rrr\def rrrdefsearch -s tmp.def -m fieldOption -v typename subtype subid subnamesubattr rowdata schema test field 7 Status fieldOption 1 schema test field 8 ShortDescr fieldOption 2 schema test field 536870913 Test1 fieldOption 3 schema test field 536870914 Test2 fieldOption 1 It can be downloaded from https://www.rrr.se/cgi/tools/main#rrrDefSearch Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia: * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. * RRR|Translator - Manage and automate your language translations. Find these products, and many free tools and utilities, at http://rrr.se. Hello listers, I really need help with this. any help would be highly appreciated. Thanks in advance. Dave. Dave.ARSList wrote: Hello listers, Is there a way to get a list of all the fields you are currently auditing on any given form? Possibly details of what you are auditing? Also, let's say you are auding certain things on HPD:HelpDesk form; If i un-audit some of those fields, would it affect the existing audit-records? I mean would it drop all those columns or keep the previously-audited columns and insert null now as you are not auditing them anymore? How does it work? Any help would be greatly appreciated. I's confusing because here's what we have on Audit tab of form properties of HPD:HelpDesk Audit Style: Log Enabled: Yes Log Form: HPD:HelpDesk_AuditLogSystem Qualification: 'TR.Priority' != 'DB.Priority' When i opened HelpDesk_AuditLogSystem form in user client: it only has one drop-down- Staus! So does it mean the auditing is not enabled proper? Or should it be logging to HelpDesk_Audit form instead? How do I make sure what fields are being audited and where they are being logged and everything? Thank you, Dave. P.S: I've already voted :p -- View this message in context: http://www.nabble.com/HelpDesk-Audit-tf4571392.html#a13060243 Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are -- View this message in context: http://www.nabble.com/HelpDesk-Audit-tf4571392.html#a13062438 Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Attention people licensing 7.1 on a Linux server
FYI, I followed up with development on this issue and we couldn't duplicate it in house. Adding or upgrading a valid license (i.e. not expired) through the Administration Console to an AR System 7.1.00 server running on Linux worked just fine. Do you have a defect number logged against your issue? I'd like to ensure that the information you posted applies to all customers or perhaps identify that this was a unique situation for you. Thanks, -David J. Easter Sr. Product Manager, Service Management Business Unit BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carpenter, Michael Sent: Friday, September 28, 2007 2:45 PM To: arslist@ARSLIST.ORG Subject: Re: Attention people licensing 7.1 on a Linux server ** Chris, I also saw your previous post about this issue. We had the same issue you described with the key is not valid for this server followed by the BMC Software hereby grants licensee... messages except we are running Windows 2003 Server and SQL Server 2005. It turned out that when we purged our license from our old 6.3 server, the new license generated for our 7.1 server showed the Number of Licenses as 3. BMC Support regenerated our license key with Number of Licenses as 1 and it worked just fine. Michael Carpenter From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris Sent: Friday, September 28, 2007 9:28 AM To: arslist@ARSLIST.ORG Subject: Attention people licensing 7.1 on a Linux server ** We've had an issue open with BMC for a couple of weeks now because we could not get a license applied on our Red Hat 5 server. As you know, you have to use the User tool to apply licenses in 7.1. We'd input the information, get a warning that the key was not valid for the server, then a conformation that BMC herby grants use of... making it look like it was accepted. We found out it wasn't when we tried to install Incident and the def file for City was failing because of the 2000 max record limitation. BMC sent a few different keys, none of which worked. Today, a BMC rep asked if we had tried using the admin tool to apply the licenses. I told him I had tried our 6.3 admin tool and got the same error. He said he had done it with the 7.0.1 admin tool and it worked, so we downloaded it and they took. Apparently there is some sort of bug with Linux servers and the user tool licensing. If anyone is planning to upgrade to 7.1 on a Linux server, remember to keep a copy of the 7.0.1 admin tool around until there's a patch for this. Chris Moore __20060125___This posting was submitted with HTML in it___ ___ NOTICE: This communication and any attachments (this message) may contain confidential information for the sole use of the intended recipient(s). Any unauthorized use, disclosure, viewing, copying, alteration, dissemination or distribution of, or reliance on this message is strictly prohibited. If you have received this message in error, or you are not an authorized recipient, please notify the sender immediately by replying to this message, delete this message and all copies from your e-mail system and destroy any printed copies. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Problem with Task Groups
Hi List! I have a problem with Change Management 7.0.2 patch 4, ARS 7.0.1 patch 3 WIN 2003 SQL 2005 In specific with Task Groups, when the RFC is Implementation In Progress the first Task is Assigned but when it is Closed with Successful the next sequence Task is no awaked and keeps staged status. Is this fixed with patch 05? or what ACTL or FLTR makes that work? Thanks. Pedro MX ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ARSlist Awards all but software categories over the line
And a happy Thanksgiving weekend to you. Dave From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Daniel Bloom Sent: Friday, October 05, 2007 9:55 AM To: arslist@ARSLIST.ORG Subject: ARSlist Awards all but software categories over the line ** We have enough votes for BMC Remedy Beyond the Call of Duty and the ARSlist MVP Awards. This doesn't mean you should stop voting. so far we are at best ½ way to the 50 votes required for any of the software categories. Surprising since we easily did that last year. Also, perhaps the 15 people that have voted for Axton and Matt would like to try again? Excellent candidates indeed, but not eligible or nominated this year. Also a reminder to thank the current sponsors of the ARSlist: www.Kifinti.com http://www.kifinti.com/ and Daniel Bloom Consulting Inc. and www.wwrug.org http://www.wwrug.org/ Happy Thanksgiving Weekend! (might as well start getting used to the Canadian way of things :-), start practicing your moose calls for UserWorld ) ... Daniel Bloom p.s. coming soon: the annual questionnaire about who will be at BMC UserWorld location will be posted on Tuesday morning __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Humor:Signs Your Spouse loves your Cat more than They Love You!
TGIF !! The cat gets to sit in the front seat on long car rides. Your cat gets taken out to dinner more often than you do. On your answering machine, you're mailbox #3. (Your cat is #2.) On your answering machine, you're mailbox #3. (Your cat is #1.) There's never any toilet paper but there's always plenty of cat litter. At Christmas, your spouse includes the cat's name on Christmas cards, but sometimes forgets to list your name. When your spouse gets home, you always hear Meow Meow Meow before Honey, I'm home! When your spouse leaves messages before they leave, they always place them at the very bottom of the fridge. Your cat is in the will, but you're not. In the event of your cat's death, your cat's kittens are next on the list. Your spouse left you... and the cat's gone, too. Regards.Gidd ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
OT: OpenOffice.org from Sun..
Has anybody used this tool OpenOffice.org? How long has it been around? I just got a link to download it while updating java on my laptop to download it for free. Its description sounds good and I'm tempted to try it out. This is the link.. http://java.com/en/download/javacom_update.jsp Joe D'Souza No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.488 / Virus Database: 269.14.1/1051 - Release Date: 10/5/2007 12:27 PM ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: OpenOffice.org from Sun..
It's an open source office replacement...it can import and save to most MS Office document versions. It comes standard with most Linux distributions...I use it on my home machine (Ubuntu)...it's a pretty good suite _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Friday, October 05, 2007 11:40 AM To: arslist@ARSLIST.ORG Subject: OT: OpenOffice.org from Sun.. ** Has anybody used this tool OpenOffice.org? How long has it been around? I just got a link to download it while updating java on my laptop to download it for free. Its description sounds good and I'm tempted to try it out. This is the link.. http://java.com/en/download/javacom_update.jsp Joe D'Souza __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: OpenOffice.org from Sun..
Yes, I've used it on and off for many years. I believe it became Open Office in 2000 or 2001 when Sun acquired a product that I think was called Star Office. Is it a good product? Well, for a free product, it's excellent. As competition for something like Office, it doesn't hold a candle--especially the word processor. The word processor, to me, is a souped up version of Wordpad. One nice feature is it can export documents as PDFs. OpenOffice can open Office documents, but notice I put the word can in quotes. It doesn't render them very well. I used OpenOffice quite a bit a few years ago, then jettisoned it for its lack of features. Then just last week, I decided to download it and try it again, but after just about 30 minutes, I canned it. It might be a great product for people with more basic needs. In my work I have to write very complex documents, and OpenOffice just isn't good enough. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Friday, October 05, 2007 12:40 PM To: arslist@ARSLIST.ORG Subject: OT: OpenOffice.org from Sun.. ** Has anybody used this tool OpenOffice.org? How long has it been around? I just got a link to download it while updating java on my laptop to download it for free. Its description sounds good and I'm tempted to try it out. This is the link.. http://java.com/en/download/javacom_update.jsp Joe D'Souza __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: OT: OpenOffice.org from Sun..
love it.. use it at home.. alot.. better in my opion than the MS stuff.. I like the export to pdf and many other formats.. On 10/5/07, Joe D'Souza [EMAIL PROTECTED] wrote: ** Has anybody used this tool OpenOffice.org? How long has it been around? I just got a link to download it while updating java on my laptop to download it for free. Its description sounds good and I'm tempted to try it out. This is the link.. http://java.com/en/download/javacom_update.jsp ** *Joe D'Souza* __20060125___This posting was submitted with HTML in it___ -- Patrick Zandi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: HelpDesk Audit
Dave, I know Misi has already guided you to one of her tools for achieving this, but I wanted to point out your qualification 'TR.Priority' != 'DB.Priority' will always be evaluated as true when DB.Priority is NOT NULL when there is no change to the Priority value when the DB.Priority value is NOT NULL, reason being TR.Priority will be NULL when there is no change and DB.Priority will be NOT NULL. Joe D'Souza -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Dave.ARSList Sent: Thursday, October 04, 2007 4:44 PM To: arslist@ARSLIST.ORG Subject: HelpDesk Audit Hello listers, Is there a way to get a list of all the fields you are currently auditing on any given form? Possibly details of what you are auditing? Also, let's say you are auding certain things on HPD:HelpDesk form; If i un-audit some of those fields, would it affect the existing audit-records? I mean would it drop all those columns or keep the previously-audited columns and insert null now as you are not auditing them anymore? How does it work? Any help would be greatly appreciated. I's confusing because here's what we have on Audit tab of form properties of HPD:HelpDesk Audit Style: Log Enabled: Yes Log Form: HPD:HelpDesk_AuditLogSystem Qualification: 'TR.Priority' != 'DB.Priority' When i opened HelpDesk_AuditLogSystem form in user client: it only has one drop-down- Staus! So does it mean the auditing is not enabled proper? Or should it be logging to HelpDesk_Audit form instead? How do I make sure what fields are being audited and where they are being logged and everything? Thank you, Dave. P.S: I've already voted :p No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.488 / Virus Database: 269.14.1/1051 - Release Date: 10/5/2007 12:27 PM ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: OpenOffice.org from Sun..
Even better, Google search for Open Office Portable. The entire Open Office suite (word, excel, powerpoint, access) can be installed to a flash drive. Now you have a free office suite that can travel with you without the need to install anything on the actual computer. It comes in handy if you have to read documentation in Word format on a server that doesn't have MS Office installed. I kind of favor Open Office myself over the MS product as I consistently fight MS Office with formatting issues. OO's export-to-PDF feature it worth its weight in gold. I don't think OO can handle MS Office 2007 Word documents (*.docx) yet. Then again, I abhor Office 2007 and usually save documents in Office 97-2003 compatibility format. Ben From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of L. J. Head Sent: Friday, October 05, 2007 12:44 PM To: arslist@ARSLIST.ORG Subject: Re: OpenOffice.org from Sun.. It's an open source office replacement...it can import and save to most MS Office document versions. It comes standard with most Linux distributions...I use it on my home machine (Ubuntu)...it's a pretty good suite From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Friday, October 05, 2007 11:40 AM To: arslist@ARSLIST.ORG Subject: OT: OpenOffice.org from Sun.. ** Has anybody used this tool OpenOffice.org? How long has it been around? I just got a link to download it while updating java on my laptop to download it for free. Its description sounds good and I'm tempted to try it out. This is the link.. http://java.com/en/download/javacom_update.jsp Joe D'Souza __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Mean Time to Repair reporting?
Hi, We are using Remedy HelpDesk 6.03. Does anyone know if there are OTB reports on Mean Time to Repair metric? I know of (and use) the Hours to Resolve field so could just do calculations with that, but I would be interested to hear if anyone has other suggestions to report on this metric. Thanks, Julie ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: OT: OpenOffice.org from Sun..
I pulled this from a summarized list of features that OpenOffice.org supports. Writer a word processor you can use for anything from writing a quick letter to producing an entire book. Calc a powerful spreadsheet with all the tools you need to calculate, analyse, and present your data in numerical reports or sizzling graphics. Impress the fastest, most powerful way to create effective multimedia presentations. Draw lets you produce everything from simple diagrams to dynamic 3D illustrations. Base lets you manipulate databases seamlessly. Create and modify tables, forms, queries, and reports, all from within OpenOffice.org Math lets you create mathematical equations with a graphic user interface or by directly typing your formulas into the equation editor. How much of this is true? I was specially interested in 'Base'. Is 'Base' like an open database client to any standard RDBMS? Also what about Impress and Draw? Are they any good for things like creating initial data flow diagrams or presentations? Joe D'Souza -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of patrick zandi Sent: Friday, October 05, 2007 1:47 PM To: arslist@ARSLIST.ORG Subject: Re: OT: OpenOffice.org from Sun.. ** love it.. use it at home.. alot.. better in my opion than the MS stuff.. I like the export to pdf and many other formats.. On 10/5/07, Joe D'Souza [EMAIL PROTECTED] wrote: ** Has anybody used this tool OpenOffice.org? How long has it been around? I just got a link to download it while updating java on my laptop to download it for free. Its description sounds good and I'm tempted to try it out. This is the link.. http://java.com/en/download/javacom_update.jsp Joe D'Souza No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.488 / Virus Database: 269.14.1/1051 - Release Date: 10/5/2007 12:27 PM ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: HelpDesk Audit
Joe, Misi is male not female.. Dave Dave -- [EMAIL PROTECTED] (Wireless) - Original Message - From: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG Sent: Fri Oct 05 13:48:19 2007 Subject: Re: HelpDesk Audit ** Dave, I know Misi has already guided you to one of her tools for achieving this, but I wanted to point out your qualification 'TR.Priority' != 'DB.Priority' will always be evaluated as true when DB.Priority is NOT NULL when there is no change to the Priority value when the DB.Priority value is NOT NULL, reason being TR.Priority will be NULL when there is no change and DB.Priority will be NOT NULL. Joe D'Souza -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG ]On Behalf Of Dave.ARSList Sent: Thursday, October 04, 2007 4:44 PM To: arslist@ARSLIST.ORG Subject: HelpDesk Audit Hello listers, Is there a way to get a list of all the fields you are currently auditing on any given form? Possibly details of what you are auditing? Also, let's say you are auding certain things on HPD:HelpDesk form; If i un-audit some of those fields, would it affect the existing audit-records? I mean would it drop all those columns or keep the previously-audited columns and insert null now as you are not auditing them anymore? How does it work? Any help would be greatly appreciated. I's confusing because here's what we have on Audit tab of form properties of HPD:HelpDesk Audit Style: Log Enabled: Yes Log Form: HPD:HelpDesk_AuditLogSystem Qualification: 'TR.Priority' != 'DB.Priority' When i opened HelpDesk_AuditLogSystem form in user client: it only has one drop-down- Staus! So does it mean the auditing is not enabled proper? Or should it be logging to HelpDesk_Audit form instead? How do I make sure what fields are being audited and where they are being logged and everything? Thank you, Dave. P.S: I've already voted :p __20060125___This posting was submitted with HTML in it___
Re: HelpDesk Audit
Joe, You are indeed absolutely correct!! I am actually a new addition to my team and looks like my fellow developers have used TR heavily!! It's everywhere :( After the great debate here on ARSList, I have a greater and better understanding of TR v/s DB values. Believe it or not, the moment I posted this thread, I noticed the qual and knew it's not the best but that's because of you, Misi, Axton and everyone else who particiated and educated newbies like us. I will need to re-visit all of my filter qual. Thank you Joe though, it's much appreciated. Dave. Joe D'Souza wrote: Dave, I know Misi has already guided you to one of her tools for achieving this, but I wanted to point out your qualification 'TR.Priority' != 'DB.Priority' will always be evaluated as true when DB.Priority is NOT NULL when there is no change to the Priority value when the DB.Priority value is NOT NULL, reason being TR.Priority will be NULL when there is no change and DB.Priority will be NOT NULL. Joe D'Souza -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Dave.ARSList Sent: Thursday, October 04, 2007 4:44 PM To: arslist@ARSLIST.ORG Subject: HelpDesk Audit Hello listers, Is there a way to get a list of all the fields you are currently auditing on any given form? Possibly details of what you are auditing? Also, let's say you are auding certain things on HPD:HelpDesk form; If i un-audit some of those fields, would it affect the existing audit-records? I mean would it drop all those columns or keep the previously-audited columns and insert null now as you are not auditing them anymore? How does it work? Any help would be greatly appreciated. I's confusing because here's what we have on Audit tab of form properties of HPD:HelpDesk Audit Style: Log Enabled: Yes Log Form: HPD:HelpDesk_AuditLogSystem Qualification: 'TR.Priority' != 'DB.Priority' When i opened HelpDesk_AuditLogSystem form in user client: it only has one drop-down- Staus! So does it mean the auditing is not enabled proper? Or should it be logging to HelpDesk_Audit form instead? How do I make sure what fields are being audited and where they are being logged and everything? Thank you, Dave. P.S: I've already voted :p No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.488 / Virus Database: 269.14.1/1051 - Release Date: 10/5/2007 12:27 PM ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are -- View this message in context: http://www.nabble.com/HelpDesk-Audit-tf4571392.html#a13064794 Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: EXTERNAL command problems
Are the field label and DB name the same for Assigned Group? If they are different you will want to make sure to use the DB name in the table qualification. The label name will work if searching from the form itself but you need the DB name for the table qualification. Try copying the search string to the table qualification and see if it works. Hope that makes sense. Todd Arner Great Lakes ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: OT: OpenOffice.org from Sun..
I use it pretty extensively outside of the office. I even installed in on my kid's computers for them to use for school work (beats buying multiple MS Office licenses). They seem to be able to switch between MS Office and OOo pretty seamlessly. If your looking for something that can read and write MS formats (most of the time, it does have rendering problems with some features) and don't have a big budget then OOo may be for you. Dave Fincher - Original Message From: Joe D'Souza [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Friday, October 5, 2007 11:39:39 AM Subject: OT: OpenOffice.org from Sun.. ** Has anybody used this tool OpenOffice.org? How long has it been around? I just got a link to download it while updating java on my laptop to download it for free. Its description sounds good and I'm tempted to try it out. This is the link.. http://java.com/en/download/javacom_update.jsp Joe D'Souza __20060125___This posting was submitted with HTML in it___ Be a better Globetrotter. Get better travel answers from someone who knows. Yahoo! Answers - Check it out. http://answers.yahoo.com/dir/?link=listsid=396545469 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: HelpDesk Audit
Dave, The use of TR is pretty entrenched in people's minds. If your fellow developers give you any grief about you not wanting to use TR values, send them here and we'll edu-ma-cate them. :-) Thad don't use TR values ever Esser Remedy Developer Argue for your limitations, and sure enough, they're yours.-- Richard Bach Dave.ARSList [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 10/05/2007 11:07 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: HelpDesk Audit Joe, You are indeed absolutely correct!! I am actually a new addition to my team and looks like my fellow developers have used TR heavily!! It's everywhere :( After the great debate here on ARSList, I have a greater and better understanding of TR v/s DB values. Believe it or not, the moment I posted this thread, I noticed the qual and knew it's not the best but that's because of you, Misi, Axton and everyone else who particiated and educated newbies like us. I will need to re-visit all of my filter qual. Thank you Joe though, it's much appreciated. Dave. Joe D'Souza wrote: Dave, I know Misi has already guided you to one of her tools for achieving this, but I wanted to point out your qualification 'TR.Priority' != 'DB.Priority' will always be evaluated as true when DB.Priority is NOT NULL when there is no change to the Priority value when the DB.Priority value is NOT NULL, reason being TR.Priority will be NULL when there is no change and DB.Priority will be NOT NULL. Joe D'Souza -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Dave.ARSList Sent: Thursday, October 04, 2007 4:44 PM To: arslist@ARSLIST.ORG Subject: HelpDesk Audit Hello listers, Is there a way to get a list of all the fields you are currently auditing on any given form? Possibly details of what you are auditing? Also, let's say you are auding certain things on HPD:HelpDesk form; If i un-audit some of those fields, would it affect the existing audit-records? I mean would it drop all those columns or keep the previously-audited columns and insert null now as you are not auditing them anymore? How does it work? Any help would be greatly appreciated. I's confusing because here's what we have on Audit tab of form properties of HPD:HelpDesk Audit Style: Log Enabled: Yes Log Form: HPD:HelpDesk_AuditLogSystem Qualification: 'TR.Priority' != 'DB.Priority' When i opened HelpDesk_AuditLogSystem form in user client: it only has one drop-down- Staus! So does it mean the auditing is not enabled proper? Or should it be logging to HelpDesk_Audit form instead? How do I make sure what fields are being audited and where they are being logged and everything? Thank you, Dave. P.S: I've already voted :p No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.488 / Virus Database: 269.14.1/1051 - Release Date: 10/5/2007 12:27 PM ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are -- View this message in context: http://www.nabble.com/HelpDesk-Audit-tf4571392.html#a13064794 Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ***IMPORTANT NOTICE: This communication, including any attachment, contains information that may be confidential or privileged, and is intended solely for the entity or individual to whom it is addressed. If you are not the intended recipient, you should delete this message and are hereby notified that any disclosure, copying, or distribution of this message is strictly prohibited. Nothing in this email, including any attachment, is intended to be a legally binding signature.*** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Mean Time to Repair reporting?
Hours to resolve in my opinion is more the total time of outage, and in a very strict sense, not the time taken to repair. Time taken to repair in a strict sense is the time a technician starts on a job and finishes it. If the technician revisits the job at different times, its the total of all those individual times frames. That statistic would only be available if you use the Start/Stop clock functionality. I haven't used HelpDesk 6.03 as I was more involved with custom development gigs over the past 3 years than working with the out of the box products, so not sure if they had that functionality in it but the prior versions did have it. In any case, the mean time be it mean outage time or mean time to repair, were never a part of the out of the box bundled reports. You will need to build those reports and include them within the reporting module of the application so they are available when the user goes to the reporting module. Joe D'Souza -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Julie L Kanakanui JLKANAKA Sent: Friday, October 05, 2007 2:04 PM To: arslist@ARSLIST.ORG Subject: Mean Time to Repair reporting? ** Hi, We are using Remedy HelpDesk 6.03. Does anyone know if there are OTB reports on Mean Time to Repair metric? I know of (and use) the Hours to Resolve field so could just do calculations with that, but I would be interested to hear if anyone has other suggestions to report on this metric. Thanks, Julie No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.488 / Virus Database: 269.14.1/1051 - Release Date: 10/5/2007 12:27 PM ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Mean Time to Repair reporting?
thanks for that full explanation! Julie Joe D'Souza [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 10/05/2007 02:53 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Mean Time to Repair reporting? ** Hours to resolve in my opinion is more the total time of outage, and in a very strict sense, not the time taken to repair. Time taken to repair in a strict sense is the time a technician starts on a job and finishes it. If the technician revisits the job at different times, its the total of all those individual times frames. That statistic would only be available if you use the Start/Stop clock functionality. I haven't used HelpDesk 6.03 as I was more involved with custom development gigs over the past 3 years than working with the out of the box products, so not sure if they had that functionality in it but the prior versions did have it. In any case, the mean time be it mean outage time or mean time to repair, were never a part of the out of the box bundled reports. You will need to build those reports and include them within the reporting module of the application so they are available when the user goes to the reporting module. Joe D'Souza -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Julie L Kanakanui JLKANAKA Sent: Friday, October 05, 2007 2:04 PM To: arslist@ARSLIST.ORG Subject: Mean Time to Repair reporting? ** Hi, We are using Remedy HelpDesk 6.03. Does anyone know if there are OTB reports on Mean Time to Repair metric? I know of (and use) the Hours to Resolve field so could just do calculations with that, but I would be interested to hear if anyone has other suggestions to report on this metric. Thanks, Julie __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
ITSM 7 Notifications White Paper? Anybody seen this document or is it a myth?
I remember reference to a whitepaper titled ITSM 7 Notifications White Paper or something close to it in one of the books. I can't find anything like it on support site and BMC support says they don't know about it. At least the guy I asked said he doesn't know about it. The title sounds irresistible. Anybody seen it? Have it? Regards. Catch up on fall's hot new shows on Yahoo! TV. Watch previews, get listings, and more! http://tv.yahoo.com/collections/3658 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ITSM Patch 5 failing
So far fortunately I am yet to have any problems with it. I have on 2 occasions installed Patch 5, both on MS-SQL 2K5 and Windows 2K3. I've had no problems with it. I have however installed patch 5 after installing the previous patches sequentially as either the previous patches were already installed sequentially, or as in one occasion I was on a project where I had started with patch 3, and moved upwards from there. How have you tried installing patch 5? Straight from a vanilla (no patches) install of the ITSM apps? If so maybe there is an issue with that.. Joe D'Souza -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of E. Louise van Hine Sent: Friday, October 05, 2007 5:13 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM Patch 5 failing I have installed Patch 5 but clearly something went wrong that did not show up in the logfiles because I was getting SQL errors upon opening the Change Management Console. The answer was reinstallation. I was at another customer site this week which had installed Patch 5 with apparently no problems. It sounds like it works sometimes, for some folks, and fails sometimes, for others. These both were Windows systems with MSSQL databases. -- Regards, Louise van Hine KTSL Limited [EMAIL PROTECTED] Quoting dcharters [EMAIL PROTECTED]: Developer Cache mode was turned on. I also tried importing the def files directly and they failed. Has anyone succesfully installed patch 5 yet? On Wed, 3 Oct 2007 13:19:24 -0400, Joe D'Souza wrote David, Did you put your servers on a development cache mode? If not roll back to pre-patch 5 (assuming you got a DB backup pre- patch 5 install). Then put your server(s) in a development cache mode. Then attempt the install. If you still get these errors or if you have got them after attempting to install with them being in a development cache mode, it might be useful if you send across your install log files. Cheers Joe D'Souza -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of dcharters Sent: Wednesday, October 03, 2007 1:49 PM To: arslist@ARSLIST.ORG Subject: ITSM Patch 5 failing Listers, I have ARS 7.1 with Change, Problem Incendent, Asset, SLM and CMDB 7.0.1. I installed Ptach 4 of each version initialy. I am now trying to install Patch5. It has failed on 2 seperate servers multiple times. It fails on importing some of the definition files. Has anyone seen this before? Regards, David Charters 317-331-8985 No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.488 / Virus Database: 269.14.1/1051 - Release Date: 10/5/2007 12:27 PM ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Client 7.1
Hello list, Has anyone seen any issues with Remedy Client 7.1.00 (the latest Client) on ARS 6.03 patch 20? For example, if you open two Remedy Support Console at the same time, your Client crashed. Thanks Tai ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ITSM 7 Notifications White Paper? Anybody seen this document or is it a myth?
Ah, funny question you ask William. What do I seek? It's a few notches below the secret of the universe. I just want to be able to understand ITSM 7's assignment on-call notification scheme and be able to do some reconfiguration/customization. I don't know what exactly would be in this white paper I referred to, but I am hoping it has something helpful besides what I have been able to gather so far from: (1)ITSM 7 configuration guide (2)Service Desk 7 User Guide (3)ITSM 7 Architecture document (4)ITSM 7 Core training for partners (5)Extensive tests/experiments over 2 weeks (6)The KB entry on support site that gives a basic flow of a notification, with filter logs, that I unfortunately saw only after I had deciphered the basic logic on my own. (7)The answers I have been able to get from BMC support so far, from a ticker I recently opened...with the longest issue description (questions and possible bugs) I have ever submitted. (8)Some input from ARSLIST Anything, everything. So I can do what the customer needs this Intensely Torture System Modifiers 7 days a week guy to do. David: I appreciate the reference. It's a useful doc and the table on who gets notified on which state transition is a useful one. Does anything like this exist for Service Desk? The document I mentioned was mentioned in the ITSM core training for partners document. I don't have that document with me now. I will look it up and respond with the exact page and the sentence where this white paper is mentioned. --- William Rentfrow [EMAIL PROTECTED] wrote: What exactly are you looking for? A list of all the notifications in ITSM7? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi Sent: Friday, October 05, 2007 2:34 PM To: arslist@ARSLIST.ORG Subject: ITSM 7 Notifications White Paper? Anybody seen this document or is it a myth? I remember reference to a whitepaper titled ITSM 7 Notifications White Paper or something close to it in one of the books. I can't find anything like it on support site and BMC support says they don't know about it. At least the guy I asked said he doesn't know about it. The title sounds irresistible. Anybody seen it? Have it? Regards. Catch up on fall's hot new shows on Yahoo! TV. Watch previews, get listings, and more! http://tv.yahoo.com/collections/3658 ___ 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 Need a vacation? Get great deals to amazing places on Yahoo! Travel. http://travel.yahoo.com/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ITSM 7 Notifications White Paper? Anybody seen this document or is it a myth?
There's a section in the BMC Best Practice Process Flows for ITIL Change Management white paper on notifications... http://documents.bmc.com/supportu/documents/57/45/65745/65745.pdf Maybe that's what the reference is to? -David J. Easter Sr. Product Manager, Service Management Business Unit BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi Sent: Friday, October 05, 2007 12:34 PM To: arslist@ARSLIST.ORG Subject: ITSM 7 Notifications White Paper? Anybody seen this document or is it a myth? I remember reference to a whitepaper titled ITSM 7 Notifications White Paper or something close to it in one of the books. I can't find anything like it on support site and BMC support says they don't know about it. At least the guy I asked said he doesn't know about it. The title sounds irresistible. Anybody seen it? Have it? Regards. Catch up on fall's hot new shows on Yahoo! TV. Watch previews, get listings, and more! http://tv.yahoo.com/collections/3658 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ITSM 7 Notifications White Paper? Anybody seen this document or is it a myth?
What exactly are you looking for? A list of all the notifications in ITSM7? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi Sent: Friday, October 05, 2007 2:34 PM To: arslist@ARSLIST.ORG Subject: ITSM 7 Notifications White Paper? Anybody seen this document or is it a myth? I remember reference to a whitepaper titled ITSM 7 Notifications White Paper or something close to it in one of the books. I can't find anything like it on support site and BMC support says they don't know about it. At least the guy I asked said he doesn't know about it. The title sounds irresistible. Anybody seen it? Have it? Regards. Catch up on fall's hot new shows on Yahoo! TV. Watch previews, get listings, and more! http://tv.yahoo.com/collections/3658 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Client 7.1
Hey Tai, I have that client with ARS 6.03 patch 21 without any problems. Connecting to 3 servers and just tried opening all 3 consoles. No crash. Dylan -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Nguyen, Tai D Sent: Friday, October 05, 2007 1:15 PM To: arslist@ARSLIST.ORG Subject: Client 7.1 ** Hello list, Has anyone seen any issues with Remedy Client 7.1.00 (the latest Client) on ARS 6.03 patch 20? For example, if you open two Remedy Support Console at the same time, your Client crashed. Thanks Tai __20060125___This posting was submitted with HTML in it___ This message and any attachments are for the intended recipient(s) only and may contain privileged, confidential and/or proprietary information about Downey Savings or its customers, which Downey Savings does not intend to disclose to the public. If you received this message by mistake, please notify the sender by reply e-mail and delete the message and attachments. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ITSM 7 Notifications White Paper? Anybody seen this document or is it a myth?
Does anything like this exist for Service Desk? 17-Oct-2006 (White Paper) BMC Best Practice Process Flows for ITIL Incident and Problem Management PDF http://www.bmc.com/supportu/documents/56/78/65678/65678.pdf -David J. Easter Sr. Product Manager, Service Management Business Unit BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi Sent: Friday, October 05, 2007 1:23 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 Notifications White Paper? Anybody seen this document or is it a myth? Ah, funny question you ask William. What do I seek? It's a few notches below the secret of the universe. I just want to be able to understand ITSM 7's assignment on-call notification scheme and be able to do some reconfiguration/customization. I don't know what exactly would be in this white paper I referred to, but I am hoping it has something helpful besides what I have been able to gather so far from: (1)ITSM 7 configuration guide (2)Service Desk 7 User Guide (3)ITSM 7 Architecture document (4)ITSM 7 Core training for partners (5)Extensive tests/experiments over 2 weeks (6)The KB entry on support site that gives a basic flow of a notification, with filter logs, that I unfortunately saw only after I had deciphered the basic logic on my own. (7)The answers I have been able to get from BMC support so far, from a ticker I recently opened...with the longest issue description (questions and possible bugs) I have ever submitted. (8)Some input from ARSLIST Anything, everything. So I can do what the customer needs this Intensely Torture System Modifiers 7 days a week guy to do. David: I appreciate the reference. It's a useful doc and the table on who gets notified on which state transition is a useful one. Does anything like this exist for Service Desk? The document I mentioned was mentioned in the ITSM core training for partners document. I don't have that document with me now. I will look it up and respond with the exact page and the sentence where this white paper is mentioned. --- William Rentfrow [EMAIL PROTECTED] wrote: What exactly are you looking for? A list of all the notifications in ITSM7? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi Sent: Friday, October 05, 2007 2:34 PM To: arslist@ARSLIST.ORG Subject: ITSM 7 Notifications White Paper? Anybody seen this document or is it a myth? I remember reference to a whitepaper titled ITSM 7 Notifications White Paper or something close to it in one of the books. I can't find anything like it on support site and BMC support says they don't know about it. At least the guy I asked said he doesn't know about it. The title sounds irresistible. Anybody seen it? Have it? Regards. Catch up on fall's hot new shows on Yahoo! TV. Watch previews, get listings, and more! http://tv.yahoo.com/collections/3658 ___ 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 Need a vacation? Get great deals to amazing places on Yahoo! Travel. http://travel.yahoo.com/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ITSM 7 Notifications White Paper? Anybody seen this document or is it a myth?
William: To give you an example, I am looking for answser to this question: (1) When on-call flag is turned on for any group, all regular assignment notifications (emails/alerts) for that group that normally go to the members based on member's notificatin preferences suddenly stop. Only the on-call pages go out. Bug or as designed? Two weeks ago, facing the situation described above, I found that if I add a User notification prerefence for any on-call group's member, the member was getting notified thru email/alert etc based on his preferences. So I figured that on-call group's System Default notifiation preferences are ignored, but any User preferences are honored. Well, that was then. Now, even after adding User preference, I can't get regular assignment emails/alerts to go out to on-call group's members. Was I drunk two weeks ago, or am I drunk now? Or may be I have been sober all along. I don't know. There's a long list of questions/obvervations/possible bugs. I don't want to drive any lister crazy, so I will stop at this question. As you can tell, one of my goals is to have on-call pages go out for a group, but still have regular emails go to its members when priority is, say, low. I would think this should be achievable with configuration without coding, given the elaborate design of Notifiation Engine intended to make it data driven, but I haven't been able to achieve it. I don't understand why it's either/or...on-call page OR emails, and not both. If that's the design, I want to hear it officially, so I can start coding to change this behavior. --- William Rentfrow [EMAIL PROTECTED] wrote: What exactly are you looking for? A list of all the notifications in ITSM7? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi Sent: Friday, October 05, 2007 2:34 PM To: arslist@ARSLIST.ORG Subject: ITSM 7 Notifications White Paper? Anybody seen this document or is it a myth? I remember reference to a whitepaper titled ITSM 7 Notifications White Paper or something close to it in one of the books. I can't find anything like it on support site and BMC support says they don't know about it. At least the guy I asked said he doesn't know about it. The title sounds irresistible. Anybody seen it? Have it? Regards. Catch up on fall's hot new shows on Yahoo! TV. Watch previews, get listings, and more! http://tv.yahoo.com/collections/3658 ___ 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 Need a vacation? Get great deals to amazing places on Yahoo! Travel. http://travel.yahoo.com/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ARSlist Awards all but software categories over the line
Ok, since you said the name moose. We need someone to take a photo with a moose under the BMC logo. And Happy Friday Howard On 10/5/07, Daniel Bloom [EMAIL PROTECTED] wrote: ** We have enough votes for BMC Remedy Beyond the Call of Duty and the ARSlist MVP Awards. This doesn't mean you should stop voting. so far we are at best ½ way to the 50 votes required for any of the software categories. Surprising since we easily did that last year. Also, perhaps the 15 people that have voted for Axton and Matt would like to try again? Excellent candidates indeed, but not eligible or nominated this year. Also a reminder to thank the current sponsors of the ARSlist: www.Kifinti.com http://www.kifinti.com/ and Daniel Bloom Consulting Inc. and www.wwrug.org Happy Thanksgiving Weekend! (might as well start getting used to the Canadian way of things J, start practicing your moose calls for UserWorld ) … Daniel Bloom p.s. coming soon: the annual questionnaire about who will be at BMC UserWorld location will be posted on Tuesday morning __20060125___This posting was submitted with HTML in it___ -- Howard Richter Remedy ServiceDesk Manager CedarCrestone Managed Services Center [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ARSlist Awards all but software categories over the line
All seriousness aside, after my boss and I just spent the morning trying to explain ITSM 7 application behavior to the assembled multitude of IT staff here (most of whom have almost 10 years of experience with Help Desk 3, 4, and 5.5), my assessment is that any photo of a large moose would be sufficient; the BMC logo will be found underneath the steaming pile, directly behind/below the moose ;-) Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Howard Richter Sent: Friday, October 05, 2007 4:08 PM To: arslist@ARSLIST.ORG Subject: Re: ARSlist Awards all but software categories over the line ** Ok, since you said the name moose. We need someone to take a photo with a moose under the BMC logo. And Happy Friday Howard ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
BMC Remedy Product Documentation Filenames
Hi, David Easter and Fellow Listers: I'm sure this question has been posed before. I've noticed that for at least the past year that all of the product document PDFs have numbers for filenames. Although, I will always have a preference for the dark ages of books, I've adapted to the PDF format. In previous versions I liked the convenience of using the Master Index to search for a topic, click on the topic result, and auto-open the related product pdf on the exact page of the topic. This feature no longer works because all of the references in the Master Index are now invalid. Do you know if there are any plans to change the file name format to match the titles in the Master Index in the near future? Thank you as always for listening Michelle == Confidentiality Notice: The information contained in and transmitted with this communication is strictly confidential, is intended only for the use of the intended recipient, and is the property of Countrywide Financial Corporation or its affiliates and subsidiaries. If you are not the intended recipient, you are hereby notified that any use of the information contained in or transmitted with the communication or dissemination, distribution, or copying of this communication is strictly prohibited by law. If you have received this communication in error, please immediately return this communication to the sender and delete the original message and any copy of it in your possession. == ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: OT: OpenOffice.org from Sun..
Joe, I have use OOO for a few years now. While I think it is very good for a free software it is a bit more rough than M$ Office. I have not really had a use for Impress yet. ( But I also have no use for PowerPoint either.) I have not really had a use for Math yet. ( But I have no idea what in M$ Office this would compare to? Maybe something in Word?) I have not really had a use for Base yet. ( But I also have no use for Access either.) However Base does remind me of Access for as much as I have used the two of them. I noticed this at the bottom of the Base program. HSQL Database Engine. Which I take to mean http://hsqldb.org/. So if you want to read up on the feature set of the base engine I think that is the right place to go. Or you can read stuff here too: http://www.openoffice.org/product/base.html :) If I had more need for database ish applications (other than ARS) I would defiantly spend some time with Base before I would spend time with Access. Writer does all that I have ever asked it to do. Calc works almost exactly like Excel. ( minus a few wizards, and with a few new tricks too.) And to my knowledge it does not suffer from the nasty calculation bug that Excel 2007 appears to have. (http://blogs.msdn.com/excel/archive/2007/09/25/calculation-issue-update.aspx) I have spent a bit of time in Draw. And I must admit that I think it leaves quite a bit to be desired. ( However, I am a big, BIG fan of Visio. Well at least before M$ purchased it. ) Draw just does not live up to Visio. However, once again, the price of Draw sure does compare very well against Visio. ( http://office.microsoft.com/en-us/products/FX101211561033.aspx Office Visio Standard 2007 $259.95 (US) - Buy $129.95 (US) - Upgrade Office Visio Professional 2007 $559.95 (US) - Buy $349.95 (US) - Upgrade [ Ouch! You spend as much on Visio as the rest of Office Pro! ] ) So even though Draw is harder for me to use. It is a lot more approachable for me too. I also find the OO (Open Officee) Java API to be more than a bit confusing. I find it *very* complicated and I am sure very powerful. Just to bad that the docs are so lacking for a reasonable Java programmer (with little OpenOffice knowledge) to do simple things like take a stack of ARS data and make a diagram from it. :) Can anyone say Org Chart tool? -- 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 10/5/07, Joe D'Souza [EMAIL PROTECTED] wrote: ** I pulled this from a summarized list of features that OpenOffice.org supports. Writer – a word processor you can use for anything from writing a quick letter to producing an entire book. Calc – a powerful spreadsheet with all the tools you need to calculate, analyse, and present your data in numerical reports or sizzling graphics. Impress – the fastest, most powerful way to create effective multimedia presentations. Draw – lets you produce everything from simple diagrams to dynamic 3D illustrations. Base – lets you manipulate databases seamlessly. Create and modify tables, forms, queries, and reports, all from within OpenOffice.org Math – lets you create mathematical equations with a graphic user interface or by directly typing your formulas into the equation editor. How much of this is true? I was specially interested in 'Base'. Is 'Base' like an open database client to any standard RDBMS? Also what about Impress and Draw? Are they any good for things like creating initial data flow diagrams or presentations? Joe D'Souza ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Delete Incident I.D after it is created
Hi, What i can think of right now is, change the filter name which does the push to end to end with `! so that it doesnt go through the usual filter phasing. Then once the record is pushed, give a APPLICATION-RELEASE-PENDING process. This should have committed your push. Then delete the record. Regards, Rakshit On 10/5/07, Ravikumar_Tadi [EMAIL PROTECTED] wrote: Hi Listers, I have a requirement to delete an incident number from the HPD:CFG Ticket Num Generator form after the incident is created in the HelpDesk form. Current workflow allows the incident number to be deleted on Modify, but the incident number should be deleted on Submit.In the filter command line of the runprocess I have written the following code Application-Delete-Entry $HPD:CFG Ticket Num Generator$ $Incident Number$ But still it dosen't work. Any Clue. Regards, Ravi Kumar Tadi Merrill Lynch Global Technology Infrastructure (GTI) +91 40 3063 7433 DISCLAIMER: This email (including any attachments) is intended for the sole use of the intended recipient/s and may contain material that is CONFIDENTIAL AND PRIVATE COMPANY INFORMATION. Any review or reliance by others or copying or distribution or forwarding of any or all of the contents in this message is STRICTLY PROHIBITED. If you are not the intended recipient, please contact the sender by email and delete all copies; your cooperation in this regard is appreciated. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Remedy Product Documentation Filenames
Michelle, glad to see you back on the list - I've missed you! Actually, if you're referring to recent patches like 7.0.1 p4, there was a documented bug on that very issue - a more recent version actually fixes the links and uses document names. Not sure if that takes care of the version you're trying to use, but at least BMC is aware of the problem. Rick _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Michelle L Sent: Friday, October 05, 2007 6:45 PM To: arslist@ARSLIST.ORG Subject: BMC Remedy Product Documentation Filenames ** Hi, David Easter and Fellow Listers: I'm sure this question has been posed before. I've noticed that for at least the past year that all of the product document PDFs have numbers for filenames. Although, I will always have a preference for the dark ages of books, I've adapted to the PDF format. In previous versions I liked the convenience of using the Master Index to search for a topic, click on the topic result, and auto-open the related product pdf on the exact page of the topic. This feature no longer works because all of the references in the Master Index are now invalid. Do you know if there are any plans to change the file name format to match the titles in the Master Index in the near future? Thank you as always for listening Michelle == Confidentiality Notice: The information contained in and transmitted with this communication is strictly confidential, is intended only for the use of the intended recipient, and is the property of Countrywide Financial Corporation or its affiliates and subsidiaries. If you are not the intended recipient, you are hereby notified that any use of the information contained in or transmitted with the communication or dissemination, distribution, or copying of this communication is strictly prohibited by law. If you have received this communication in error, please immediately return this communication to the sender and delete the original message and any copy of it in your possession. == __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
