AR7 and AR 6 on the same server
Hi All Is it possible to install AR7 and AR6.3 side by side on the same server? They will be accessed via different ports Assume the database is on a different server and that we will use a different schema for the AR7 DB - arschema2 say in an Oracle instance The app server is a Sun T2000 Regards Stuart Schon Acting Team Leader Remedy Solutions Managed Services | Remedy Solutions | KAZ Group Pty Ltd Level 4 320 Pitt Street | Sydney NSW 2000 * (02) 9844 0590 | 7 (02) 9844 0600 [EMAIL PROTECTED] | www.kaz-group.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Creating objectdatasource in asp.net
Have you tried using this method to return a .Net DataTable? Then bind the datatable to the BindingSource.DataSource Then bind this to the DataGridView.DataSource. Another option is to return a BMC EntryFieldValueList object and iterate over it to populate a datatable. Server.GetListEntryWithFields Method (String, String, Int32[], UInt32, UInt32, Int32, ArrayList, String, Boolean, String[], Type[]) Get the list of entries with values for specified fields. Also gets the number of matches. Allows for retrieving the results in specified sort order. Also allows for specifyinig the vui name to use to translate field labels (expressed in the qualifications) to field ids, and the whether to consider the locale. public DataTable ms-help://MS.NETFrameworkSDKv1.1/cpref/html/frlrfSystemDataDataTableCla ssTopic.htm GetListEntryWithFields( string ms-help://MS.NETFrameworkSDKv1.1/cpref/html/frlrfSystemStringClassTopic .htm formName, string ms-help://MS.NETFrameworkSDKv1.1/cpref/html/frlrfSystemStringClassTopic .htm qualification, int[] ms-help://MS.NETFrameworkSDKv1.1/cpref/html/frlrfSystemInt32ClassTopic. htm fieldIdList, uint ms-help://MS.NETFrameworkSDKv1.1/cpref/html/frlrfSystemUInt32ClassTopic .htm firstRetrieve, uint ms-help://MS.NETFrameworkSDKv1.1/cpref/html/frlrfSystemUInt32ClassTopic .htm maxRetrieve, out int ms-help://MS.NETFrameworkSDKv1.1/cpref/html/frlrfSystemInt32ClassTopic. htm numMatches, ArrayList ms-help://MS.NETFrameworkSDKv1.1/cpref/html/frlrfSystemCollectionsArray ListClassTopic.htm sortInfoList, string ms-help://MS.NETFrameworkSDKv1.1/cpref/html/frlrfSystemStringClassTopic .htm vuiName, bool ms-help://MS.NETFrameworkSDKv1.1/cpref/html/frlrfSystemBooleanClassTopi c.htm useLocale, string[] ms-help://MS.NETFrameworkSDKv1.1/cpref/html/frlrfSystemStringClassTopic .htm colNames, Type[] ms-help://MS.NETFrameworkSDKv1.1/cpref/html/frlrfSystemTypeClassTopic.h tm colTypes ); HTH Stephen Remedy Skilled Professional From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rem Valenzuela Sent: Thursday, October 25, 2007 11:20 AM To: arslist@ARSLIST.ORG Subject: Creating objectdatasource in asp.net Hi All, I am familiar with how to connect using asp/vbscript to access remedy and update/retrieve data using the API. I am not familiar with creating a objectdatasource in asp.net 2005 and using a datagrid to view data (not necessarily to update it). Has anyone done this successfully? If so, How? I'm using API v7.1, ASP.NET 2005, ARServer is 6.3 patch 20. Not sure that matters, but there it is. Thanks. Boo! Scare away worms, viruses and so much more! Try Windows Live OneCare! Try now! http://onecare.live.com/standard/en-us/purchase/trial.aspx?s_cid=wl_hot mailnews __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Mid-Tier/ServletExec
Hi All, I was wondering if anyone has ever received the below errors when installing Mid-Tier. We are on version 6.3 unix/oracle platform and we are installing the mid-tier on the same server. I appreciate any help since I cannot find anything close to this on bmc.com and their customer support is not being very helpful. cp: cannot access bin/HP-UX/*: No such file or directory cp: cannot access /opt/remap/NewAtlanta/ServletExecAS/bin/mod_servletexec2.c: No such file or directory Error constructing mod_servletexec.so Verify that the compiler and link-editor specified by $CFG_CC and $CFG_LD_SHLIB in your 'apxs' script are in your PATH. Also verify that the 'apxs' script has been properly installed. The installation log file (/tmp/SEinstall.log) has more details about these problems. If you continue to have problems then please forward the error messages and to [EMAIL PROTECTED] ServletExec installation aborting on failure! See /tmp/SEinstall.log for log of installation. Exiting ServletExec AS installer... egrep: can't open /opt/remap/NewAtlanta/ServletExecAS/config/webadapter.properties Backup_File: Can't create backup of /opt/remap/NewAtlanta/ServletExecAS/se-tremap/StartServletExec grep: can't open /opt/remap/NewAtlanta/ServletExecAS/se-tremap/StartServletExec ./mt_install[9]: test: Specify a parameter with this command. grep: can't open /opt/remap/NewAtlanta/ServletExecAS/se-tremap/StartServletExec grep: can't open /opt/remap/NewAtlanta/ServletExecAS/se-tremap/StartServletExec egrep: can't open /opt/remap/NewAtlanta/ServletExecAS/se-tremap/StartServletExec egrep: can't open /opt/remap/NewAtlanta/ServletExecAS/se-tremap/StartServletExec egrep: can't open /opt/remap/NewAtlanta/ServletExecAS/se-tremap/StartServletExec egrep: can't open /opt/remap/NewAtlanta/ServletExecAS/se-tremap/StartServletExec ***ERROR*** * chmod: can't access /opt/remap/NewAtlanta/ServletExecAS/se-tremap/ServletExecData/default * Error running the following command * chmod 775 /opt/remap/NewAtlanta/ServletExecAS/se-tremap/ServletExecData/default * You will need to manually run this command after the * installation has completed. See the install log * /usr/tmp/mt_install.log for details *** ***ERROR*** * chmod: can't access /opt/remap/NewAtlanta/ServletExecAS/se-tremap/ServletLogs/ servletexec/ Se rvlet.log * Error running the following command * chmod 775 /opt/remap/NewAtlanta/ServletExecAS/se-tremap/ServletLogs/ servletexec/ Se rvlet.log * You will need to manually run this command after the * installation has completed. See the install log * /usr/tmp/mt_install.log for details *** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: WEBSERVICE
Rakshit, In v7.1 there should be a way with Filter error handling. (But I have not yet tested this new feature.) In versions prior to v7.1 you would need to choose to not use the standard way to call a web service and instead opt to build a way to call the web service. Maybe a Java Scripting plugin or a command line call... or some other older style integration technique that could encapsulate the Web Service conversation and do the right thing to never produce an error that the ARS server would see. But I think it would be generally easier to upgrade to v7.1 and test out the new feature than to develop your own alternate integration method that you likely would want to abandon after you complete a future upgrade to v7.1. HTH -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On 10/29/07, Rakshit Bhandary [EMAIL PROTECTED] wrote: ** Hi, In Remedy, when we call a web service of other application and if that webservice is down for some reason, we get a error on the user end or on server end depending on how the qworkflows are designed. What i wanted to know is, is there a way to capture this kind of error as a exception and take some other route. In my case, our application has a form where records are there. There is a flag in this form to suggest firing of that record through a web service to another application. I set that flag through a escalation Push Field action. The problem occurs when that web service is down and escalation queue gets held up and brings down the server. Is there a fall back mechanism? Kindly advice. ARS 7.0.01/Sun OS 5.10/Oracle DB 9.2.0.6 Regards, Rakshit ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Clear all
Hello everyone, I seem to have seen this REMEDY function (but not entirely sure) in the past which you can use in a PROCESS command to clear all fileds (set them to null) on a window open / search etc.. Do you know what it is?? Many thanks to everyone frex - Ne gardez plus qu'une seule adresse mail ! Copiez vos mails vers Yahoo! Mail ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: WEBSERVICE
I'm curious about the part where you said the escalation queue gets held up and brings down the server. Are you saying your entire AR Server gets hung during or after a failed web service call? I've seen this before on my dev and test servers, but never in production. It seemed to happen randomly after certain types of connection problems to the web service, but only if I had plugin logging enabled and Plugin-Log-Level set to 100. If I changed the logging level or disabled plugin logging it didn't hang AR Server. This was a while back, so I wonder now if using Plugin-Filter-API-Threads in ar.cfg might have prevented it. I didn't know about that at the time. This isn't helping you handle errors but if you are having server hang issues it might help. Chad Hall (501) 342-2650 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rakshit Bhandary Sent: Monday, October 29, 2007 1:45 AM To: arslist@ARSLIST.ORG Subject: WEBSERVICE ** Hi, In Remedy, when we call a web service of other application and if that webservice is down for some reason, we get a error on the user end or on server end depending on how the qworkflows are designed. What i wanted to know is, is there a way to capture this kind of error as a exception and take some other route. In my case, our application has a form where records are there. There is a flag in this form to suggest firing of that record through a web service to another application. I set that flag through a escalation Push Field action. The problem occurs when that web service is down and escalation queue gets held up and brings down the server. Is there a fall back mechanism? Kindly advice. ARS 7.0.01/Sun OS 5.10/Oracle DB 9.2.0.6 Regards, Rakshit __20060125___This posting was submitted with HTML in it___ *** The information contained in this communication is confidential, is intended only for the use of the recipient named above, and may be legally privileged. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please resend this communication to the sender and delete the original message or any copy of it from your computer system. Thank You. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: AR7 and AR 6 on the same server
Yes of course, just install it in another directory. Check the Installing... PDF's. Regards, Michiel On 10/29/07, Schon, Stuart [EMAIL PROTECTED] wrote: ** Hi All Is it possible to install AR7 and AR6.3 side by side on the same server? They will be accessed via different ports Assume the database is on a different server and that we will use a different schema for the AR7 DB – arschema2 say in an Oracle instance The app server is a Sun T2000 Regards Stuart Schon Acting Team Leader Remedy Solutions Managed Services | Remedy Solutions | KAZ Group Pty Ltd Level 4 320 Pitt Street | Sydney NSW 2000 ( (02) 9844 0590 | 7 (02) 9844 0600 [EMAIL PROTECTED] | www.kaz-group.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ITSMv7 - Interfacing with homebrewn appl?
Submitting of emails without username/password was also available in pre-7 email engine: open the Email Messages Mailbox Configuration form, Advanced Configuration Incoming Security Configuration. Clear the Use Supplied User Information. See the Email PDF's for more info. -- Met vriendelijke groet / Kind regards Michiel Beijen __ MANSOLUTIONS Energieweg 60-62 3771 NA Barneveld The Netherlands Tel. +31-(0)612968592 Mail [EMAIL PROTECTED] Internet http://bsm.mansolutions.nl On 10/26/07, William Rentfrow [EMAIL PROTECTED] wrote: The Remedy 7 email engine also allows you to submit records without a uid/pwd in the email (you configure it a uid/pwd separately). This was always a show stopper for mt previous clients I worked with. This means that if you have a system that is a LOT of work to create a bridge with it may just be easier to send an email to the AR Server email account and have that email appropriately formatted to submit an incident to the HPD:IncidentInterface_Create form. Again - not a perfect solution but it is a very workable way to do it (depending on volume, etc). -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kern, Robert SBA Sent: Friday, October 26, 2007 11:16 AM To: arslist@ARSLIST.ORG Subject: Re: ITSMv7 - Interfacing with homebrewn appl? Thanks all for the hints! ... know where to start looking now. Thanks again and best greetings and nice weekend from Germany, Robert From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Friday, October 26, 2007 5:19 PM To: arslist@ARSLIST.ORG Subject: Re: ITSMv7 - Interfacing with homebrewn appl? ** Actually, they sort of do. If you use the %Interface_Create forms as staging forms going into ITSM 7, you can more easily determine and enforce data validation rules without recreating the wheel. Going from 7 to 6 would be easier, because there are fewer rules in 6, and they are more obvious, though your workflow would have to be custom-built. Rick On 10/26/07, Pierson, Shawn [EMAIL PROTECTED] wrote: ** I think you're making it more difficult than it needs to be. Just build an interface using Filters and Active Links like you would between any other Remedy forms. From: Action Request System discussion list(ARSList) [mailto: ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Clear all
Hi, Try to set hidden button with its ID = 1006. Then set an ACTL perform-action which fires this button. Regards, Marek 2007/10/29, Frex Popo [EMAIL PROTECTED]: ** Hello everyone, I seem to have seen this REMEDY function (but not entirely sure) in the past which you can use in a PROCESS command to clear all fileds (set them to null) on a window open / search etc.. Do you know what it is?? Many thanks to everyone frex -- Ne gardez plus qu'une seule adresse mail ! Copiez vos mailshttp://www.trueswitch.com/yahoo-fr/vers Yahoo! Mail __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Strange attachment behavior!!
Hello listers, We have users complaining about missing attachments all the time. Now, users have certain attachment which have unique names as they append time-stamp with attachment name. We found that 1) Few attachments are not on 'AR System Email Attachment' form at all. 2) Few attachments are on 'AR System email Attachment' form but there is no corresponding record on 'AR System Email Association form. 3) Few attachment even have corresponding records on 'AR System Email Association' form where DestinationID field matches the UniqueID of 'AR System Email Attachment' form but the SourceID field (which should be Unique Identifier field on 'AR System Email Messages' form) has no match on 'AR System Email Messages' form. How does that happen? Obviously ALL EMAIL ATTACHMENTS should have a corresponding record on 'AR System Email Association' field. Case # 3 describes that there are attachments, there is even an association record but there isn't a matching email!! Now, users CAN see these emails (may be different Unique Identifier) but they can't see the attachment as there's a mismatch in association form!! Any help would be GREATLY appreciated!! Thanks, Dave. -- View this message in context: http://www.nabble.com/Strange-attachment-behavior%21%21-tf4711876.html#a13468218 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: Changing the way a field works
Hi Manjari, Create a menu and attach it to this character field. This will solve the purpose. Regards Rahul Prashar On 10/25/07, Shrestha, Manjari R. [EMAIL PROTECTED] wrote: ** Hello List, I have been given a task to automate the problem description and resolution field so that once the category is selected, these fields should come up with selection choices. My dilemma is, these fields right now is a text field. How can I convert this into a selection field without changing the data that is already in the database. Should I be using active links but how can I have the text field show up all the choices? Please advise. Thanks in advance. *Manjari R. Shrestha* __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ -- Regards Rahul ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ARS v7 Migrator - Migrate form only - RESOLVED
When I have to do that type of migration I export the form to a Def file and then have Migrator open the def file and migrate from that. It saves having to go and change options. Fred From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer Sent: Thursday, October 25, 2007 9:54 PM To: arslist@ARSLIST.ORG Subject: Re: ARS v7 Migrator - Migrate form only - RESOLVED ** Christopher ... Thank you so much! I appreciate the quick response. Susan On 10/25/07, strauss [EMAIL PROTECTED] wrote: ** Tools - Options - Migration - Required Objects Set every option from Yes to No, and nothing will move but what you explicitly tell it to move. I keep it set that way, and in this version it doesn't set itself back to the default values every time it starts (production is still on 5.1.2). Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG ] On Behalf Of Susan Palmer Sent: Thursday, October 25, 2007 9:25 PM To: arslist@ARSLIST.ORG Subject: ARS v7 Migrator - Migrate form only ** Hi everyone, I'm using Migrator v7.1 on an ARS server v7.0.1P2. This has been working fine, everything migrates. I am trying to migrate a FORM ONLY. When I choose migrate selected object on a form, the migration actually takes everything related to that form workflow, other forms etc. Sometimes I'm not ready to migrate all the other things. I know that in a previous migrator version which was probably the old v3, I was able to set an preference to specify object only. I've looked everywhere in this version and cannot find that option. Do any of you know where it is? Appreciate any help, Susan __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
RE : Re: Clear all
Thanks Marek ,,, was about to say no worries when I saw your email ... I did something else and it resolve it ... but thanks anyway mate and to eveyone who is about to write something :-) Marek Marek [EMAIL PROTECTED] a écrit : ** Hi, Try to set hidden button with its ID = 1006. Then set an ACTL perform-action which fires this button. Regards, Marek 2007/10/29, Frex Popo [EMAIL PROTECTED]: ** Hello everyone, I seem to have seen this REMEDY function (but not entirely sure) in the past which you can use in a PROCESS command to clear all fileds (set them to null) on a window open / search etc.. Do you know what it is?? Many thanks to everyone frex - Ne gardez plus qu'une seule adresse mail ! Copiez vos mails vers Yahoo! Mail __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ - Ne gardez plus qu'une seule adresse mail ! Copiez vos mails vers Yahoo! Mail ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Are Surveys generated for all Incidents in ITSM 7.0?
ITSM 7.0.01 P05 (Asset, Change, Incident, Problem and SLM) ARS 7.0.01 P02 AIX 5.3 Oracle 10g I have configured the surveys for Incident Management and I note that surveys are only being sent to the user when the request originates from the Requester Console. When an incident originates from the Incident Management form, there doesn't appear to be a survey sent at either Resolution or at Closure. Shouldn't the resolution of an Incident that originated in the Incident Management form generate a survey for the user? I hope I'm missing something obvious here. Thanks in advance, Gp George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: AR7 and AR 6 on the same server
We currently have a 6.3 and 7.1 server sitting on the same Win2k3 server _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Schon, Stuart Sent: Monday, October 29, 2007 1:30 AM To: arslist@ARSLIST.ORG Subject: AR7 and AR 6 on the same server ** Hi All Is it possible to install AR7 and AR6.3 side by side on the same server? They will be accessed via different ports Assume the database is on a different server and that we will use a different schema for the AR7 DB - arschema2 say in an Oracle instance The app server is a Sun T2000 Regards Stuart Schon Acting Team Leader Remedy Solutions Managed Services | Remedy Solutions | KAZ Group Pty Ltd Level 4 320 Pitt Street | Sydney NSW 2000 * (02) 9844 0590 | 7 (02) 9844 0600 [EMAIL PROTECTED] | www.kaz-group.com __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Help needed with Approval Central Console
In the Admin Tool, please verify the sort order on the table and also verify the fields which are mentioned there, whether they exists or not. If you find any field which doesnot exists then remove them and try again after refreshing the Cache. On 10/26/07, Payne, George [EMAIL PROTECTED] wrote: ** Hey y'all… ARServer 7.0.1 P02 ITSM 7.0.1 P05 AIX 5.3 Oracle 10g I've been looking for the disposition of the defects reported as SW00228881, SW00251836 and SW00262371. There was a very good article on a work around entitled Approval Central 7.0 form issues – missing fields 14506 and/or 14507, Change ID number is not correct. I may have actually gotten it from the BMC Knowledge Base. I've implemented the changes suggested there and the original error has been corrected. Now we're getting an ARERR 311 error ONLY on the Web Client. (that's actually very similar to an error we WERE having on the Overview Console and that was corrected by replacing the libardbcQuery.a library as a part of the P05 post patch instructions). The error occurs when the user tries to re-sort Approval Requests table by clicking on one of the two fields that HAD been missing before applying the fixes. The error indicates that the fields are not really a part of the table and therefore cannot be sorted on…and that's really sort of correct…they're on the 3wayJoin form. Does anyone know if this has been fixed by either a server patch or an application patch? Obviously, this latest error didn't show up until after we made the two fields from the 3wayJoins visible. Thanks for your help! Gp George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 [EMAIL PROTECTED] __20060125___This posting was submitted with HTML in it___ -- Regards Rahul ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Strange attachment behavior
* When I sent this through nabble, it went to spam in my outlook so re-sending this from my gmail: Hello listers, We have users complaining about missing attachments all the time. Now, users have certain attachment which have unique names as they append time-stamp with attachment name. We found that 1) Few attachments are not on 'AR System Email Attachment' form at all. 2) Few attachments are on 'AR System email Attachment' form but there is no corresponding record on 'AR System Email Association form. 3) Few attachment even have corresponding records on 'AR System Email Association' form where DestinationID field matches the UniqueID of 'AR System Email Attachment' form but the SourceID field (which should be Unique Identifier field on 'AR System Email Messages' form) has no match on 'AR System Email Messages' form. How does that happen? Obviously ALL EMAIL ATTACHMENTS should have a corresponding record on 'AR System Email Association' field. Case # 3 describes that there are attachments, there is even an association record but there isn't a matching email!! Now, users CAN see these emails (may be different Unique Identifier) but they can't see the attachment as there's a mismatch in association form!! Any help would be GREATLY appreciated!! Thanks, Dave. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Updated : Malloc Erros after Applying 7.0.1 Patch 4 anyone?
Hi Chad, I had the latest Patch 4 drop.. We tested with Patch 5 and it works... Regards, Emad On 10/27/07, Melissa Reed [EMAIL PROTECTED] wrote: Does anyone have an answer for this? I'm experiencing something very similar to this. My Solaris environment is not having the problem that I have on Windows. When a non-admin user is trying to run INT:HPDTMS:INC:ActivateTaskandTGBuildFlow (during a save task), they get the malloc error. After I gave her admin permissions, she was able to save a task. Thanks! Melissa On Sep 18, 3:07 pm, Hall Chad - chahal [EMAIL PROTECTED] wrote: I've tried using both Remedy User 6.3 patch 20 and Remedy User 7.0.1 patch 4 against a 7.0.1 patch 4 AR Server. I can't reproduce this problem. Again, I appear to be running the first drop of AR Server 7.0.1 patch 4 so this may be something that was broken in the second drop. Emad - can you confirm the timestamp on the arserver executable that you are currently running? Chad Hall (501) 342-2650 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Tuesday, September 18, 2007 10:01 AM To: [EMAIL PROTECTED] Subject: Re: Updated : Malloc Erros after Applying 7.0.1 Patch 4 anyone? Emad, To add to what Chad has to say, it could also be a issue with your client. Is your client version/patch the same as the server version/patch? If not update it and check to see if this condition prevails.. Cheers Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Hall Chad - chahal Sent: Tuesday, September 18, 2007 9:14 AM To: [EMAIL PROTECTED] Subject: Re: Updated : Malloc Erros after Applying 7.0.1 Patch 4 anyone? ** I tried it on active links as a non-admin user and still couldn't reproduce the problem. Either I have a different drop of 7.0.1 patch 4 (possible) or there is some unknown variable at play. My arserver.exe timestamp property is 200708141640. Chad Hall (501) 342-2650 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Emad Zaky Sent: Monday, September 17, 2007 8:45 PM To: [EMAIL PROTECTED] Subject: Re: Updated : Malloc Erros after Applying 7.0.1 Patch 4 anyone? ** Try it on an Active Link with a user having non-admin permissions but having permissions on the Active Link That is the condition I found which causes issues. For out-of-the-box workflow that uses this type of AL try: Changing Task sequence using the up-down arrows beside the table-field on a change request (not sure whether the same is on incidents or not) On 9/17/07, Hall Chad - chahal [EMAIL PROTECTED] wrote: ** I've been testing 7.0.1 patch 4 so I just tried this out myself. It worked fine and didn't cause any errors anywhere. I tried executing it in both filters and active links, and both worked fine. Is there some other configuration setting that contributes to this that I may not have? Chad Hall (501) 342-2650 From: Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] On Behalf Of Emad Zaky Sent: Saturday, September 15, 2007 1:06 PM To: [EMAIL PROTECTED] Subject: Updated : Malloc Erros after Applying 7.0.1 Patch 4 anyone? ** Hi All, It seems that the culprit in this error is the execution of the $PROCESS$ Application-Query-Delete-Entry On active Links. True enough we are now able to replicate the crash Hopefull this will be fixed in Patch 5 :(: Regards, Emad __20060125___This posting was submitted with HTML in it___ * The information contained in this communication is confidential, is intended only for the use of the recipient named above, and may be legally privileged. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please resend this communication to the sender and delete the original message or any copy of it from your computer system. Thank you. * ___ UNSUBSCRIBE or access ARSlist Archives
Oracle 10g , ITSM 7, Case Sensitivity
Hello Listers, Has anyone managed to run AR 7.0.1 on Oracle 10g with case insensitivity on? I would like to share the experience. Regards, Emad ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Oracle 10g , ITSM 7, Case Sensitivity
Since we are now on 10gR2, this is something I will be exploring in the near future. I plan to document my findings and experiences on arswiki.org. It will probably be early 2008 before I get too deep into it though. Axton Grams On 10/29/07, Emad Zaky [EMAIL PROTECTED] wrote: ** Hello Listers, Has anyone managed to run AR 7.0.1 on Oracle 10g with case insensitivity on? I would like to share the experience. Regards, Emad __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Stupid Question on ITSM 7 SLM
- I have SLM for ITSM 7 installed. I am Setting up the OLA for a support group. While defining the Service Target, in step 4 you can define Milestones and Actions. I set the first Milestone to execute when Start Qualification Occurs (which in my case is 'Status' = New). I want to define the Action to be a Group Email Notification. So I 1) click the Add button under Actions 2) select Custom--New Alert or Email Action, 3) click ok When the Template comes up I select Delivery Method of Email, Then in the To* field I want it to go the Support Group (i.e. notify everyone in the support group), yet I don't want to put each person's name in there as that then becomes an administrative nightmare having to constantly add and remove people from support groups and SLM notifications. Can I just drop the $Assigned Group$ field into the To* field? Or do I have to set up Agreement Owner, and put each person into the Members* field of the Agreement owners (which is back to being an administrative nightmare). GOAL: Send an Initial Notification to everyone in the Support Group while only specifying the Support Group. Thanks Matt ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
SLM 7.0.3 data collector install
Hello, I installed SLM 7.0.3 and at the time did not install the Data Collector. Now I find out I need to install it and when I run the SLM install again I no longer get the Data collector install option. Does anyone know how to install the Data Colletcor manually or how to get it in the install steps again? Thanks, Rob ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
OT: Remedy Professional needed by Multi-National Forces IRAQ
Our client, a very dynamic and highly talented and results oriented Defense Contractor has given INVIZCORP the assignment to find a Remedy Engineer for deployment to IRAQ to work on a major contract which requires excellent skill sets, US Citizenship and a current or recently current DoD Secret or higher clearance(as specified below). The job description is included below These are direct hire, with full benefits jobs. Importantly, please note: these are current positions, not contingent on award of a future contract. We can fill these positions and hire within 3-5 weeks from client's advising they have interest in you. Annualized compensation (base pay plus hazardous duty, plus foreign assignment, plus danger pay) should exceed $250,000+ based 52 weeks of in-country work. SCOPE Enterprise Remedy Engineer: Designs, plans, implements, and evaluates the implementation of AR System 6.3 in conjunction with Network Operating Systems procedures. Performs Schema upgrades and deployments. Provides tactical and strategic input on overall Remedy System planning and related projects. Prepares and conducts briefings, Instructional training, site evaluations, Architectures development for Staff Officers and all Signal units in support of OIF. Responsible for budgeting and License management of the AR System. Role is to provide an Iraq wide Remedy solution, support and implementation following the needs of the customer MNF-I. Duties include: Schema upgrades and deployment Architecture build and implementation of the Remedy Environment Migration of Remedy Schemas/ ITSM Schema throughout Iraq Managing Remedy support staff/ Remedy Admins Weekly briefs to the CG or Action Officer Brief Iraq Signal commands Support to all WAN level entities( JNCC/RNOSC/ TCF/Help desk) Maintenance/backup and upgrades Remedy support to all levels of IA Help Desk schema support from COBS to FOBs Budget and license management Development for new features Enterprise level support Requirements: AR System 6.3 Level 2 Admin training Systems background (Windows server 2003/ SQL) Enterprise support experience Technical writing/manual documentation Software Training and Implementation experience Knowledge of Military business process Requires current Microsoft Certified Systems Engineer (MCSE) with emphasis in Server 2003 and SQL experience. Prefer a bachelors degree in area of specialty and 6 years of experience in the field of AR Systems 6.3 Level 2 Admin Training. Must be US Citizen with an active DoD SECRET security clearance This position calls for 72 hours a week availability and carries a solid compensation package, including paid vacation (or R+R) air travel home every 6 months, solid benefits, hazardous duty and assignment pay, vacation accrual, etc. If interested, please send resumes to me at [EMAIL PROTECTED] Referrals are greatly appreciated. Sincerely, Jeffrey Glaser VP IT Resource Recruiting INVIZCORP Inc. 703-729-3382 (o) 703-597-7267 (c) [EMAIL PROTECTED] WWW.INVIZCORP.COM ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
[no subject]
Can anyone tell me what is wrong with this syntax in the Application-Query-Delete Entry? The out of box filter just queries for the Request ID, but I need it to only delete entries with the parameter where the Status is Pending. Can this command take two variables? Application-Query-Delete-Entry AP:Detail 'Request' = $Request ID$ 'Status-Dtl' = Pending -- Regards, Louise van Hine [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Vancouver...
Jarl, I hope to see you there. It's been a few years. -Geoff On 10/24/07, Jarl Grøneng [EMAIL PROTECTED] wrote: Hi, Got a couple of days before the conference, anyone have some tip to spend these days in Vancouver... Like; What not to miss in Vancouver... Thanks, Jarl ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are -- -Geoff Endresen Amazon.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
[no subject]
This is not a valid query 'Request' = $Request ID$ 'Status-Dtl' = Pending Since all you care about is Status of Pending use 'Status-Dtl' = Pending If you need Request ID and Status of Pending use an AND 'Request' = $Request ID$ AND 'Status-Dtl' = Pending Think of it as a normal Advanced Query in the User Tool Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of E. Louise van Hine Sent: Monday, October 29, 2007 2:02 PM To: arslist@ARSLIST.ORG Subject: Can anyone tell me what is wrong with this syntax in the Application-Query-Delete Entry? The out of box filter just queries for the Request ID, but I need it to only delete entries with the parameter where the Status is Pending. Can this command take two variables? Application-Query-Delete-Entry AP:Detail 'Request' = $Request ID$ 'Status-Dtl' = Pending -- Regards, Louise van Hine [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
I'm still having trouble calling it BMC User World, see you at the RUG
All, I still have trouble describing my trip without calling it the Remedy User Group. Just an old habit, I guess See you all there. -Geoff Endresen Amazon.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Set action on different form based on OnSubmit on current form.
Set fields always set fields on the base form of the filter and updates them with fields from the current form or from another form. A Push fields pushes fields from the base form to a destination form. This can be the creation of a new record or the update of an existing record. -- Met vriendelijke groet / Kind regards Michiel Beijen __ MANSOLUTIONS Energieweg 60-62 3771 NA Barneveld The Netherlands Tel. +31-(0)612968592 Mail [EMAIL PROTECTED] Internet http://bsm.mansolutions.nl On 10/28/07, Ravi [EMAIL PROTECTED] wrote: I was under the impression that push field always creates a new record and set field always updates a record. Am I incorrect? If yes what is the difference between a push and a set. Thanks Ravi Baxter, Andrew wrote: You should be able to set the action to push fields. Thanks, Andrew Baxter -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ravi Sent: Saturday, October 27, 2007 8:39 PM To: arslist@ARSLIST.ORG Subject: Set action on different form based on OnSubmit on current form. Hi: I have a form called CLEAR form where another system adds records indicating a incident was cleared. I want to build a on submit filter on this form and set the Status to Resolved for the corresponding incident in HelpDesk form. Can a onSubmit filter be used to update (Set action) the field (Status) on a different form (HelpDesk)? Thanks Ravi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Update a Field Using Guest
I have a display form on the mid tier that all users can get into and answer some questions. In the Mid Tier URL I have userid=Guest. This would not be a problem if the customer would be creating a new record (all fields could be set to Allow Any User to Submit), but what I would like to do is capture their answers and update another record. Is there anyway to do this? Guest does not allow the user update anything. Things that make you go Hmm... Thanks in advance! Lisa ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Help needed with Approval Central Console
Rahul, The fields in question are called Generic Field and Description2. These fields are 14506 and 14507. When I take those fields out of the table, then the sorting works fine on both the WEB and USER tools. There is no SORT ORDER set on the Table Properties. These two fields are really just derived from the 3-way-join and do NOT really reside on the form that the table is created around. There are extra active links required for the Approve and Reject buttons just to make sure that these fields are re-derived (if that's even close to being a real word) properly. If anyone knows the disposition of any of these SW items, I sure would like to hear about it: SW00228881, SW00251836 and SW00262371 Thanks, Gp George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 [EMAIL PROTECTED] From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rahul AR User Sent: Monday, October 29, 2007 12:22 PM To: arslist@ARSLIST.ORG Subject: Re: Help needed with Approval Central Console ** In the Admin Tool, please verify the sort order on the table and also verify the fields which are mentioned there, whether they exists or not. If you find any field which doesnot exists then remove them and try again after refreshing the Cache. On 10/26/07, Payne, George [EMAIL PROTECTED] wrote: ** Hey y'all... ARServer 7.0.1 P02 ITSM 7.0.1 P05 AIX 5.3 Oracle 10g I've been looking for the disposition of the defects reported as SW00228881, SW00251836 and SW00262371. There was a very good article on a work around entitled Approval Central 7.0 form issues - missing fields 14506 and/or 14507, Change ID number is not correct. I may have actually gotten it from the BMC Knowledge Base. I've implemented the changes suggested there and the original error has been corrected. Now we're getting an ARERR 311 error ONLY on the Web Client. (that's actually very similar to an error we WERE having on the Overview Console and that was corrected by replacing the libardbcQuery.a library as a part of the P05 post patch instructions). The error occurs when the user tries to re-sort Approval Requests table by clicking on one of the two fields that HAD been missing before applying the fixes. The error indicates that the fields are not really a part of the table and therefore cannot be sorted on...and that's really sort of correct...they're on the 3wayJoin form. Does anyone know if this has been fixed by either a server patch or an application patch? Obviously, this latest error didn't show up until after we made the two fields from the 3wayJoins visible. Thanks for your help! Gp George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 [EMAIL PROTECTED] __20060125___This posting was submitted with HTML in it___ -- Regards Rahul __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: application query delete
Hi Fred, Uh duh of course!!! -- Regards, Louise van Hine [EMAIL PROTECTED] Quoting Grooms, Frederick W [EMAIL PROTECTED]: This is not a valid query 'Request' = $Request ID$ 'Status-Dtl' = Pending Since all you care about is Status of Pending use 'Status-Dtl' = Pending If you need Request ID and Status of Pending use an AND 'Request' = $Request ID$ AND 'Status-Dtl' = Pending Think of it as a normal Advanced Query in the User Tool Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of E. Louise van Hine Sent: Monday, October 29, 2007 2:02 PM To: arslist@ARSLIST.ORG Subject: Can anyone tell me what is wrong with this syntax in the Application-Query-Delete Entry? The out of box filter just queries for the Request ID, but I need it to only delete entries with the parameter where the Status is Pending. Can this command take two variables? Application-Query-Delete-Entry AP:Detail 'Request' = $Request ID$ 'Status-Dtl' = Pending -- Regards, Louise van Hine [EMAIL PROTECTED] ___ 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: Update a Field Using Guest
Never mind. This is something I need to think about further. Our Guest account is Restricted Read I'll need to possibly come up with another account that allows updates. I think. :) Lisa -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa Sent: Monday, October 29, 2007 4:07 PM To: arslist@ARSLIST.ORG Subject: Update a Field Using Guest I have a display form on the mid tier that all users can get into and answer some questions. In the Mid Tier URL I have userid=Guest. This would not be a problem if the customer would be creating a new record (all fields could be set to Allow Any User to Submit), but what I would like to do is capture their answers and update another record. Is there anyway to do this? Guest does not allow the user update anything. Things that make you go Hmm... Thanks in advance! Lisa ___ 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: I'm still having trouble calling it BMC User World, see you at the RUG
If I'm not careful, I could learn something ;0) On 10/29/07, Ri Mez [EMAIL PROTECTED] wrote: Lucky you. I only got the rehashed BMC User World in Prague. Have fun and learn something :-) On Oct 29, 10:32 pm, Geoffrey Endresen [EMAIL PROTECTED] wrote: All, I still have trouble describing my trip without calling it the Remedy User Group. Just an old habit, I guess See you all there. -Geoff Endresen Amazon.com ___ 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 -- -Geoff Endresen Amazon.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: I'm still having trouble calling it BMC User World, see you at the RUG
Lucky you. I only got the rehashed BMC User World in Prague. Have fun and learn something :-) On Oct 29, 10:32 pm, Geoffrey Endresen [EMAIL PROTECTED] wrote: All, I still have trouble describing my trip without calling it the Remedy User Group. Just an old habit, I guess See you all there. -Geoff Endresen Amazon.com ___ 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
OT: BMC Support Site Rant
Dear List (David Easter are you listening), rant I'd like to know how many of you out there have a size limit on a field named Details and/or Description? What is the best practice for a size limit on the Details field? In my mind, this field should be a 0-length (unlimited) field such that a person can input as many characters as it takes (within database constraints for a character field) to make a _detailed_ description of the problem. I can understand a limit on a Summary or Brief Description field for reporting purposes. Apparently the folks running the BMC Remedy Support site feel that 254 characters are sufficient for a _detailed_ description. Further, if you exceed this limit, do you get descriptive feedback as to why you couldn't save your ticket? NO. Unable to setup data connection which is preventing this application from working correctly. What is that? /rant Sorry to rant here, but after typing up a nice detailed description of a problem, I get an error message on trying to save my ticket. After butchering my response, I can finally save the ticket, but it now nowhere near reflects what I wanted to say and have to resort to several sequential ticket updates. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Support Site Rant
Benjamin, You are confusing a company that preaches best practice with one that actually utilizes best practice in their own support mechanism. Practice what you preach is NOT one of the BMC/Remedy tenants.sadly. Another example is reporting. Best practice says that you allow customers to be somewhat self sufficient and provide them the ability to do some reporting on their tickets/issues. Does BMC allow any type of reporting on outstanding support issues. No they do not. They sell a product with 100+ embedded reports because, that's what customers need, but do not implement any type of reporting for their internal customers. I'm sure that the members of this list can come up with numerous other examples where the practice doesn't measure up to the preaching. Self reporting is just one of my pet peeves. Tim _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Watson, Benjamin A. Sent: Monday, October 29, 2007 6:15 PM To: arslist@ARSLIST.ORG Subject: OT: BMC Support Site Rant ** Dear List (David Easter are you listening), rant I'd like to know how many of you out there have a size limit on a field named Details and/or Description? What is the best practice for a size limit on the Details field? In my mind, this field should be a 0-length (unlimited) field such that a person can input as many characters as it takes (within database constraints for a character field) to make a _detailed_ description of the problem. I can understand a limit on a Summary or Brief Description field for reporting purposes. Apparently the folks running the BMC Remedy Support site feel that 254 characters are sufficient for a _detailed_ description. Further, if you exceed this limit, do you get descriptive feedback as to why you couldn't save your ticket? NO. Unable to setup data connection which is preventing this application from working correctly. What is that? /rant Sorry to rant here, but after typing up a nice detailed description of a problem, I get an error message on trying to save my ticket. After butchering my response, I can finally save the ticket, but it now nowhere near reflects what I wanted to say and have to resort to several sequential ticket updates. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Support Site Rant
Actually... I think it is a simple enough observation to say If ITSM is a leading product for Service Management then why do they not use it to manage their relationship with their own customers? I can understand that it can take time to absorb a new acquisition into the main stream. However, Remedy/Per#$%#$ appeared to never use ITSM/ITSP either. So I think I can not just blame BMC for this issue.The phrase Eating your own dog food (http://en.wikipedia.org/wiki/Eat_one's_own_dog_food) just does not seem to have really registered with Remedy. A little company, Ralston Purina Company (subsidiary of Nestlé ) is credited with the idea sometime before 1988. I mean, how could that apply to a company like BMC? How successful has Nestlé been over the years? http://en.wikipedia.org/wiki/Nestle Revenue 98,5 billion CHF (2006) Net income 5,05 billion CHF (2006) CHF is Swiss franc by the way with a current exchange rate of : 1 CHF = 0.8583 USD (BTW) so that would be like... Revenue 84.54 billion USD (2006) Net income 4.33 billion USD (2006) VS: http://en.wikipedia.org/wiki/BMC_Software Revenue $1.49 billion USD (FY2006) But for what it is worth... Looking at ITSM v7 RQC:ServiceRequestWizard (The Create a Request button from the Requester Console.) I see the application only asking the user for: Required: 'Summary*+' ( 255 Char) 'Urgency*' (Selection field) Optional fields look like they include: 'Notes' (255 Char) 'Date Required+' (Date/Time) 'Phone' (255 Char) [ What the ...? for a phone number?] 'Email' (255 Char) But they do appear to allow you to attach an attachment there too. So maybe they are just front ending the application with a custom Data entry tool after all? FWIW: When getting ready to open an issue with BMC, I have taken to writing my entry before I go to the web site. If it is long enough then I make it into an attachment and just attach it with the text see attachment in the description. :) Besides, I am normally sending in log files these days anyway... so there is normally an attachment anyway. :( -- 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 10/29/07, Timothy Powell [EMAIL PROTECTED] wrote: ** Benjamin, You are confusing a company that preaches best practice with one that actually utilizes best practice in their own support mechanism. Practice what you preach is NOT one of the BMC/Remedy tenants.sadly. snip I'm sure that the members of this list can come up with numerous other examples where the practice doesn't measure up to the preaching. snip Tim From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Watson, Benjamin A. Sent: Monday, October 29, 2007 6:15 PM To: arslist@ARSLIST.ORG Subject: OT: BMC Support Site Rant ** rant snip ... What is the best practice for ... snip /rant ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Support Site Rant
I'm sure that you'll find that BMC/Remedy no longer uses BEST practices. In order to be fully ITIL V.3 compliant they now use GOOD practices. Good practices doesn't quite make since to me but guess they had to find a name for it. I do have to admit that after I raised hell at support and my program manager raised hell at sales our support has improved. Not sure if this is just luck or if we finally got through to someone. Probably tagged my person data entry as SQUEAKY WHEEL. Have a good one Dave - Original Message From: Timothy Powell [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Monday, October 29, 2007 4:55:12 PM Subject: Re: BMC Support Site Rant ** Benjamin, You are confusing a company that preaches best practice with one that actually utilizes best practice in their own support mechanism. Practice what you preach is NOT one of the BMC/Remedy tenants.sadly. Another example is reporting. Best practice says that you allow customers to be somewhat self sufficient and provide them the ability to do some reporting on their tickets/issues. Does BMC allow any type of reporting on outstanding support issues. No they do not. They sell a product with 100+ embedded reports because, that's what customers need, but do not implement any type of reporting for their internal customers. I'm sure that the members of this list can come up with numerous other examples where the practice doesn't measure up to the preaching. Self reporting is just one of my pet peeves. Tim From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Watson, Benjamin A. Sent: Monday, October 29, 2007 6:15 PM To: arslist@ARSLIST.ORG Subject: OT: BMC Support Site Rant ** Dear List (David Easter are you listening), rant I’d like to know how many of you out there have a size limit on a field named “Details” and/or “Description”? What is the “best practice” for a size limit on the “Details” field? In my mind, this field should be a 0-length (unlimited) field such that a person can input as many characters as it takes (within database constraints for a character field) to make a _detailed_ description of the problem. I can understand a limit on a “Summary” or “Brief Description” field for reporting purposes. Apparently the folks running the BMC Remedy Support site feel that 254 characters are sufficient for a _detailed_ description. Further, if you exceed this limit, do you get descriptive feedback as to why you couldn’t save your ticket? NO. “Unable to setup data connection which is preventing this application from working correctly”. What is that? /rant Sorry to rant here, but after typing up a nice detailed description of a problem, I get an error message on trying to save my ticket. After butchering my response, I can finally save the ticket, but it now nowhere near reflects what I wanted to say and have to resort to several sequential ticket updates. __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Best documentation to start researching web service
Hi List, I am looking at the possibility of placing a double sided web service between Remedy and another system. Could you tell me what documentation, supplied with version 7, would make a good starting point? Cheers Si ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
