Re: BMC Support Site Rant
I know we are eating our own dog food, our Customer Care department uses ExpertDesk (ofcourse!). And yes, the detailed description field is of length 0. No rocket science there :) On topic, I always assumed that BMC uses some form of ITSM for their support, but they do not? What about the last big upgrade, when we all moved to the ISS numbers? Hugo On 10/30/07, Carey Matthew Black [EMAIL PROTECTED] wrote: 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? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Java API 7.1 retrieve example
Good morning dear listers, I'm not a Java guy but mere a simple Remedy consultant... currently I'm working on a project in which we'll be interfacing with a middleware solution and I have to explain to a java programmer how to retrieve records from a form in Remedy. I already have a sample script for creating new records, that works. I also know how to retrieve one record. But does anybody have a sample script for retrieving multiple records from a form based on a qualification that he or she wants to share? Many thanks in advance! -- 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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Java API 7.1 retrieve example
Michiel, Point the Java programmer at the JavaDriver source code. Be warned, I found the v7.1 windows install to be missing two class files. So if your missing them then he will not be able to compile the JavaDriver himself, but it also comes pre-compiled in a JavaDriver.jar file in the windows install too. So he can use it, and look at most of the code. In the specific case that your talking about I think he should have access to all of the ARS API java code that he would need to look at. YMMV. -- 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 10/30/07, Michiel Beijen [EMAIL PROTECTED] wrote: Good morning dear listers, I'm not a Java guy but mere a simple Remedy consultant... currently I'm working on a project in which we'll be interfacing with a middleware solution and I have to explain to a java programmer how to retrieve records from a form in Remedy. I already have a sample script for creating new records, that works. I also know how to retrieve one record. But does anybody have a sample script for retrieving multiple records from a form based on a qualification that he or she wants to share? Many thanks in advance! -- Met vriendelijke groet / Kind regards Michiel Beijen ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Database issue
Hello all, Remedy 7.0.01 patch 004 Server Group DB:10.2.0.2.0 64bit We have this issue: We need to change our default value of DB parameter create storage in row, because our db is 64GB and we want to reduce size of it. storage in row clause is described in http://download.oracle.com/docs/cd/B14117_01/appdev.101/b10840/mm_dba.htm Before some months we change it from remedy admin tool - Server Information - Database - Store Clob in Row, but this is available only for new created forms and with clob for storing of data - like HPD HelpDerk. My question is: If we change this parameter to True for existing tables (directly in db) and our db admins recreate tables (export and import data) should this cause future problems for our prod Remedy data and/or db? Best Regards Konstantin Pavlov ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Time change issue on client
Has anyone had trouble with the client not having the correct time since last Sunday, October 28? Our unix server time is correct and our Windows Citrix server time is correct but 'some' of the users are an hour behind. It seems to correct the problem if we take out the locale and leave it clear on the preference form. But won't that be a problem for the web client? Any ideas? Janet Mahan Network Systems Administrator II EMBARQ Voice: 941-766-6199 | Wireless: 321-356-0128 | Fax: 941-766-6199 Email: [EMAIL PROTECTED] Voice | Data | Internet | Wireless | Entertainment This e-mail is the property of EMBARQ and may contain confidential and privileged material for the sole use of the intended recipient(s). Any review, use, distribution or disclosure by others is strictly prohibited. If you are not the intended recipient (or authorized to receive for the recipient), please contact the sender and delete all copies of the message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Database issue
We went through this exact change about two months ago. Our 60gig DB went down to 13gig overnight after my DBA's rebuilt the tables with this parameter. I can't see a reason why you wouldn't use this on an Oracle database...(but then, I'm still pretty green to Oracle.) J.T. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Axton Sent: Tuesday, October 30, 2007 7:00 AM To: arslist@ARSLIST.ORG Subject: Re: Database issue This should not be a problem. Remedy simply alters the ddl for the create table statements when that parameter is changed. The effects on the dml (select, insert, update) should not be impacted by alterations made by your dba. Just make sure Remedy is down when your dba's are making the changes. Axton Grams On Oct 30, 2007 6:50 AM, Konstantin Pavlov [EMAIL PROTECTED] wrote: ** Hello all, Remedy 7.0.01 patch 004 Server Group DB:10.2.0.2.0 64bit We have this issue: We need to change our default value of DB parameter create storage in row, because our db is 64GB and we want to reduce size of it. storage in row clause is described in http://download.oracle.com/docs/cd/B14117_01/appdev.101/b10840/mm_dba. htm Before some months we change it from remedy admin tool - Server Information - Database - Store Clob in Row, but this is available only for new created forms and with clob for storing of data - like HPD HelpDerk. My question is: If we change this parameter to True for existing tables (directly in db) and our db admins recreate tables (export and import data) should this cause future problems for our prod Remedy data and/or db? Best Regards Konstantin Pavlov __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Time change issue on client
I had one user who was an hour behind but everyone else and our servers were fine. I uninstalled then reinstalled his client and he's fine now. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mahan, Janet L [EQ] Sent: Tuesday, October 30, 2007 10:33 AM To: arslist@ARSLIST.ORG Subject: Time change issue on client Has anyone had trouble with the client not having the correct time since last Sunday, October 28? Our unix server time is correct and our Windows Citrix server time is correct but 'some' of the users are an hour behind. It seems to correct the problem if we take out the locale and leave it clear on the preference form. But won't that be a problem for the web client? Any ideas? Janet Mahan Network Systems Administrator II EMBARQ Voice: 941-766-6199 | Wireless: 321-356-0128 | Fax: 941-766-6199 Email: [EMAIL PROTECTED] Voice | Data | Internet | Wireless | Entertainment This e-mail is the property of EMBARQ and may contain confidential and privileged material for the sole use of the intended recipient(s). Any review, use, distribution or disclosure by others is strictly prohibited. If you are not the intended recipient (or authorized to receive for the recipient), please contact the sender and delete all copies of the message. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Time change issue on client
Janet: Because you indicate that the problem affects only some of your users, I would suspect this is a client issue, not a server issue. So, first of all, are you certain the Windows OS of the affected users have been patched for DST? I just noticed yesterday morning that my Windows XP desktop at home is not patched and the time is off. Secondly, what version/patch level of the client tool are your affected users running? Norm -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mahan, Janet L [EQ] Sent: Tuesday, October 30, 2007 9:33 AM To: arslist@ARSLIST.ORG Subject: Time change issue on client ** Has anyone had trouble with the client not having the correct time since last Sunday, October 28? Our unix server time is correct and our Windows Citrix server time is correct but 'some' of the users are an hour behind. It seems to correct the problem if we take out the locale and leave it clear on the preference form. But won't that be a problem for the web client? Any ideas? Janet Mahan Network Systems Administrator II EMBARQ Voice: 941-766-6199 | Wireless: 321-356-0128 | Fax: 941-766-6199 Email: [EMAIL PROTECTED] Voice | Data | Internet | Wireless | Entertainment This e-mail is the property of EMBARQ and may contain confidential and privileged material for the sole use of the intended recipient(s). Any review, use, distribution or disclosure by others is strictly prohibited. If you are not the intended recipient (or authorized to receive for the recipient), please contact the sender and delete all copies of the message. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Database issue
I found this insightful: http://tkyte.blogspot.com/2007/02/i-learn-something-new-every-day.html Axton Grams On Oct 30, 2007 10:48 AM, Davies, J.T. [EMAIL PROTECTED] wrote: We went through this exact change about two months ago. Our 60gig DB went down to 13gig overnight after my DBA's rebuilt the tables with this parameter. I can't see a reason why you wouldn't use this on an Oracle database...(but then, I'm still pretty green to Oracle.) J.T. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Axton Sent: Tuesday, October 30, 2007 7:00 AM To: arslist@ARSLIST.ORG Subject: Re: Database issue This should not be a problem. Remedy simply alters the ddl for the create table statements when that parameter is changed. The effects on the dml (select, insert, update) should not be impacted by alterations made by your dba. Just make sure Remedy is down when your dba's are making the changes. Axton Grams On Oct 30, 2007 6:50 AM, Konstantin Pavlov [EMAIL PROTECTED] wrote: ** Hello all, Remedy 7.0.01 patch 004 Server Group DB:10.2.0.2.0 64bit We have this issue: We need to change our default value of DB parameter create storage in row, because our db is 64GB and we want to reduce size of it. storage in row clause is described in http://download.oracle.com/docs/cd/B14117_01/appdev.101/b10840/mm_dba. htm Before some months we change it from remedy admin tool - Server Information - Database - Store Clob in Row, but this is available only for new created forms and with clob for storing of data - like HPD HelpDerk. My question is: If we change this parameter to True for existing tables (directly in db) and our db admins recreate tables (export and import data) should this cause future problems for our prod Remedy data and/or db? Best Regards Konstantin Pavlov __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
New ITSM Dataload Utility
Listers, I am trying to use the latest ITSM Dataloader from BMC for loading foundation data into ITSM. I am having issues with it. Has anyone used this tool successfully? I am having the following challenges: Data is not showing up in the Data Validation screen, this worked before and now it does not. How do I get support groups and permissions loaded for the users, it seems that you have to create a template for each user? Regards, David Charters 317-873-2564 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: New ITSM Dataload Utility
Dave, I haven't used that, but I have used the advanced version of Effective Technologies' Datalink tool, and that seems to work fine for adding user perms. Rick On 10/30/07, David Charters [EMAIL PROTECTED] wrote: ** Listers, I am trying to use the latest ITSM Dataloader from BMC for loading foundation data into ITSM. I am having issues with it. Has anyone used this tool successfully? I am having the following challenges: Data is not showing up in the Data Validation screen, this worked before and now it does not. How do I get support groups and permissions loaded for the users, it seems that you have to create a template for each user? Regards, David Charters 317-873-2564 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Delete - Entry
I don't think so. I have always used 2 pieces of workflow. 1st. Sets flag to 'Delete'. Based on whatever qual. 2nd. If flagged, run Delete process. Mark Blankenship -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: New ITSM Dataload Utility
Hey David, I used this last week, on AR 7.0.01 patch for without any major issues for the product catalog. Though the first time I ran it, something strange happened and the validation didn't go through. I went into the DLD:Thread Manager form, ran an unqualified search and deleted all the results. Then I ran the validation again and it worked fine. I'm a little confused though, are you not seeing any data on the data load console screen, or the form that holds the actual data? also, did you check the logs of in the dataloads directory to see if there were any errors importing the data? -Matt On 10/30/07, Rick Cook [EMAIL PROTECTED] wrote: ** Dave, I haven't used that, but I have used the advanced version of Effective Technologies' Datalink tool, and that seems to work fine for adding user perms. Rick On 10/30/07, David Charters [EMAIL PROTECTED] wrote: ** Listers, I am trying to use the latest ITSM Dataloader from BMC for loading foundation data into ITSM. I am having issues with it. Has anyone used this tool successfully? I am having the following challenges: Data is not showing up in the Data Validation screen, this worked before and now it does not. How do I get support groups and permissions loaded for the users, it seems that you have to create a template for each user? Regards, David Charters 317-873-2564 __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: New ITSM Dataload Utility
For example I have data in the CTM:LoadPeople form but it never pushed anything to the DLD:SYS:DataLoad order form. There is an underlying issue I had to over come. Def files pulled from previous versions of ARS (i.e. ARS 7.0.2) will not import into 7.1. So I had to work around by importing into a 7.0.2 server and then upgrading it to 7.1. I wonder if the results did not work as well as I expected and something did not import correctly. _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Matt Ferrigno Sent: Tuesday, October 30, 2007 11:47 AM To: arslist@ARSLIST.ORG Subject: Re: New ITSM Dataload Utility ** Hey David, I used this last week, on AR 7.0.01 patch for without any major issues for the product catalog. Though the first time I ran it, something strange happened and the validation didn't go through. I went into the DLD:Thread Manager form, ran an unqualified search and deleted all the results. Then I ran the validation again and it worked fine. I'm a little confused though, are you not seeing any data on the data load console screen, or the form that holds the actual data? also, did you check the logs of in the dataloads directory to see if there were any errors importing the data? -Matt On 10/30/07, Rick Cook [EMAIL PROTECTED] wrote: ** Dave, I haven't used that, but I have used the advanced version of Effective Technologies' Datalink tool, and that seems to work fine for adding user perms. Rick On 10/30/07, David Charters [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] wrote: ** Listers, I am trying to use the latest ITSM Dataloader from BMC for loading foundation data into ITSM. I am having issues with it. Has anyone used this tool successfully? I am having the following challenges: Data is not showing up in the Data Validation screen, this worked before and now it does not. How do I get support groups and permissions loaded for the users, it seems that you have to create a template for each user? Regards, David Charters 317-873-2564 __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
Slow Incident Submit time with SLM
I'm testing some stuff and I'm experiencing very slow Incident submit times right now. I'm using SLM 7.03 and Incident 7.02. I have two service targets defined for a particular Incident - and submit time has now gone to about 30 seconds for a single Incident. I'm working through the logs, etc - but is anyone else using SLM with IM? If so, what sort of save times are you getting when you create a new Incident that has Service Targets that attach? William Rentfrow, Principal Consultant [EMAIL PROTECTED] C 701-306-6157 O 952-432-0227 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Delete - Entry
Louise, Application-Query-Delete-Entry AP:Detail 'Request' = $Request ID$ 'Status-Dtl' = Pending I think you need an AND in that qualification. Application-Query-Delete-Entry AP:Detail 'Request' = $Request ID$ AND 'Status-Dtl' = Pending Application-Query-Delete-Entry takes 2 params, the first is the form name, the second is a qualification string. It's a little confusing, but the qualification string is not surrounded by quotes so it's hard to determine the 2 params. On 10/30/07, Blankenship, Mark (Mark) [EMAIL PROTECTED] wrote: I don't think so. I have always used 2 pieces of workflow. 1st. Sets flag to 'Delete'. Based on whatever qual. 2nd. If flagged, run Delete process. Mark Blankenship -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 -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Delete - Entry
Yes it does work after adding an AND, thanks folks. -- Regards, Louise van Hine [EMAIL PROTECTED] Quoting Robert Halstead [EMAIL PROTECTED]: Louise, Application-Query-Delete-Entry AP:Detail 'Request' = $Request ID$ 'Status-Dtl' = Pending I think you need an AND in that qualification. Application-Query-Delete-Entry AP:Detail 'Request' = $Request ID$ AND 'Status-Dtl' = Pending Application-Query-Delete-Entry takes 2 params, the first is the form name, the second is a qualification string. It's a little confusing, but the qualification string is not surrounded by quotes so it's hard to determine the 2 params. On 10/30/07, Blankenship, Mark (Mark) [EMAIL PROTECTED] wrote: I don't think so. I have always used 2 pieces of workflow. 1st. Sets flag to 'Delete'. Based on whatever qual. 2nd. If flagged, run Delete process. Mark Blankenship -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 -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Support Site Rant
A bit of clarification on the topic... I was contacted by a BMC person off list to explain the situation. BMC is using an ARS application to support their external customers. (no surprise there, just look at the URL's on the support site) However it is the Customer Support application and not currently ITSM to deal with their customers. The project finalized last fall. They also mentioned that they currently use ITSM internally. And I love this quote... so I want to echo it too... So really, we are drinking our own champagne! The person went on to say that they are working on a move to ITSM for their external customers, but we don't want to do too many changes in too short a time. I do appreciate the clarification. However, my original analysis still stands... they are not (yet) using ITSM to support their customers. Apparently they are using it to support themselves, so maybe that counts to some extent. ( Let's give them credit for doing that. I am sure it was no small feet for some of the long time BMC people to make that adjustment. ) ( I do realize that this is BUW week and I will be lucky to get a few field mice to actually read this post this week too. But... for those of us who did not get to go... or those that are just now getting back from BUW) So in the light of the new information I feel compelled to ask the ARSList Does anyone think that BMC is changing to many things or moving to fast, about how they are providing your support? -- 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 10/30/07, Hugo Visser [EMAIL PROTECTED] wrote: snip On topic, I always assumed that BMC uses some form of ITSM for their support, but they do not? What about the last big upgrade, when we all moved to the ISS numbers? Hugo On 10/30/07, Carey Matthew Black [EMAIL PROTECTED] wrote: 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? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Support Site Rant
My personal experience is that one word sums up how bad their support is at this point: Bhopal Carey Matthew Black [EMAIL PROTECTED] 10/30/2007 1:24 PM A bit of clarification on the topic... I was contacted by a BMC person off list to explain the situation. BMC is using an ARS application to support their external customers. (no surprise there, just look at the URL's on the support site) However it is the Customer Support application and not currently ITSM to deal with their customers. The project finalized last fall. They also mentioned that they currently use ITSM internally. And I love this quote... so I want to echo it too... So really, we are drinking our own champagne! The person went on to say that they are working on a move to ITSM for their external customers, but we don't want to do too many changes in too short a time. I do appreciate the clarification. However, my original analysis still stands... they are not (yet) using ITSM to support their customers. Apparently they are using it to support themselves, so maybe that counts to some extent. ( Let's give them credit for doing that. I am sure it was no small feet for some of the long time BMC people to make that adjustment. ) ( I do realize that this is BUW week and I will be lucky to get a few field mice to actually read this post this week too. But... for those of us who did not get to go... or those that are just now getting back from BUW) So in the light of the new information I feel compelled to ask the ARSList Does anyone think that BMC is changing to many things or moving to fast, about how they are providing your support? -- 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 10/30/07, Hugo Visser [EMAIL PROTECTED] wrote: snip On topic, I always assumed that BMC uses some form of ITSM for their support, but they do not? What about the last big upgrade, when we all moved to the ISS numbers? Hugo On 10/30/07, Carey Matthew Black [EMAIL PROTECTED] wrote: 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? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Support Site Rant
I think I'd have to support their position of using the Customer Support product. ITSM didn't go into general release until mid-last year (I forget exactly when). Their project to put the customer support product into place probably started months before that - quite likely before they even had a general release date for ITSM. That said - if I was running a support organization I wouldn't want to upgrade to a completely different product line right after finishing a major implementation. And the CS product is a good product for doing outward facing customer support - plus it's still supported by Remedy and is a current product offering. I won't debate the philosophical implications of whether or not it would be better if they used ITSM. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Tuesday, October 30, 2007 1:24 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Support Site Rant A bit of clarification on the topic... I was contacted by a BMC person off list to explain the situation. BMC is using an ARS application to support their external customers. (no surprise there, just look at the URL's on the support site) However it is the Customer Support application and not currently ITSM to deal with their customers. The project finalized last fall. They also mentioned that they currently use ITSM internally. And I love this quote... so I want to echo it too... So really, we are drinking our own champagne! The person went on to say that they are working on a move to ITSM for their external customers, but we don't want to do too many changes in too short a time. I do appreciate the clarification. However, my original analysis still stands... they are not (yet) using ITSM to support their customers. Apparently they are using it to support themselves, so maybe that counts to some extent. ( Let's give them credit for doing that. I am sure it was no small feet for some of the long time BMC people to make that adjustment. ) ( I do realize that this is BUW week and I will be lucky to get a few field mice to actually read this post this week too. But... for those of us who did not get to go... or those that are just now getting back from BUW) So in the light of the new information I feel compelled to ask the ARSList Does anyone think that BMC is changing to many things or moving to fast, about how they are providing your support? -- 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 10/30/07, Hugo Visser [EMAIL PROTECTED] wrote: snip On topic, I always assumed that BMC uses some form of ITSM for their support, but they do not? What about the last big upgrade, when we all moved to the ISS numbers? Hugo On 10/30/07, Carey Matthew Black [EMAIL PROTECTED] wrote: 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? ___ 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: Slow Incident Submit time with SLM
William, Are you also seeing a delay on the notification Howard On 10/30/07, William Rentfrow [EMAIL PROTECTED] wrote: ** I'm testing some stuff and I'm experiencing very slow Incident submit times right now. I'm using SLM 7.03 and Incident 7.02. I have two service targets defined for a particular Incident - and submit time has now gone to about 30 seconds for a single Incident. I'm working through the logs, etc - but is anyone else using SLM with IM? If so, what sort of save times are you getting when you create a new Incident that has Service Targets that attach? William Rentfrow, Principal Consultant [EMAIL PROTECTED] C 701-306-6157 O 952-432-0227 __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: Slow Incident Submit time with SLM
I'm not exactly sure how you mean that - I'm using the email engine and I've got it set up to poll every 5 minutes - I get the notification within the 5 minute cycle but I haven't checked to see how long it takes to generate the notification for the request. Or are you referring to milestone-related notifications? From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Howard Richter Sent: Tuesday, October 30, 2007 1:45 PM To: arslist@ARSLIST.ORG Subject: Re: Slow Incident Submit time with SLM ** William, Are you also seeing a delay on the notification Howard On 10/30/07, William Rentfrow [EMAIL PROTECTED] wrote: ** I'm testing some stuff and I'm experiencing very slow Incident submit times right now. I'm using SLM 7.03 and Incident 7.02. I have two service targets defined for a particular Incident - and submit time has now gone to about 30 seconds for a single Incident. I'm working through the logs, etc - but is anyone else using SLM with IM? If so, what sort of save times are you getting when you create a new Incident that has Service Targets that attach? William Rentfrow, Principal Consultant [EMAIL PROTECTED] C 701-306-6157 O 952-432-0227 __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___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Slow Incident Submit time with SLM
William, We also get a lagged response from Remedy when a ticket is saved. We haven't been able to track it down to a cause but have been blaming it on the network. Essentially, the user client shows the ticket number created in the status bar right after the save button is clicked, however, upon save we have it re-open the saved ticket and seems to hang anywhere from 5-15 seconds before it the user tool goes through its stuff to open a new window (UI changes and so forth). I'm not sure if it's the user tool, the remedy server, or the network. Our situation is that the server is barely doing anything so it's hard to trace the problem. BTW, didn't mean to hijack your thread, sorry. Server: Remedy 6.3 patch 21 on Solaris 5.9 Database: Oracle On 10/30/07, Howard Richter [EMAIL PROTECTED] wrote: ** William, Are you also seeing a delay on the notification Howard On 10/30/07, William Rentfrow [EMAIL PROTECTED] wrote: ** I'm testing some stuff and I'm experiencing very slow Incident submit times right now. I'm using SLM 7.03 and Incident 7.02. I have two service targets defined for a particular Incident - and submit time has now gone to about 30 seconds for a single Incident. I'm working through the logs, etc - but is anyone else using SLM with IM? If so, what sort of save times are you getting when you create a new Incident that has Service Targets that attach? William Rentfrow, Principal Consultant [EMAIL PROTECTED] C 701-306-6157 O 952-432-0227 __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___ -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
ORA-01406 SQL error in Active Link
Hello Everyone, I am getting an error in an Active Link that says, ARERR [552] Failure during SQL operation to the database : ORA-01406: fetched column value was truncated. This happens during a Set Fields operation where it is reading a value from another form. The Set Field is very similar to a dozen others that work, and it was working till just now. I ran an SQL log, and the SQL statement is :SELECT T570.C1,C2,C561000203,C8 FROM T570 WHERE ((T570.C561000214 != 'PIQ00120') AND (T570.C1 != 'ITRS0003037') AND (T570.C561000257 != 'Cancelled')) ORDER BY 1 DESC followed by the same error message. But I can paste that very same SQL statement into TOAD, and it brings back a result set. I tried the Support Knowledge base, but the one entry referred to retrieving an attachment and the other to flashboards. Any idea what is going on? (ARS 7.1, RH Linux server, Oracle 10.2 db) Dwayne Martin James Madison University Dwayne Martin Computing Support James Madison University ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Slow Incident Submit time with SLM
William, I have seen on our system were you would create the incident, which creates the service request and then does the auto assign, in less then 15 seconds. However the assignment notification could take up to 15 minutes to hit the email messages form (and then go out using the engine). I have been trying to find a reason for this for months, and I was just curious if you were seeing this with the slow incident submit. Howard On 10/30/07, Robert Halstead [EMAIL PROTECTED] wrote: William, We also get a lagged response from Remedy when a ticket is saved. We haven't been able to track it down to a cause but have been blaming it on the network. Essentially, the user client shows the ticket number created in the status bar right after the save button is clicked, however, upon save we have it re-open the saved ticket and seems to hang anywhere from 5-15 seconds before it the user tool goes through its stuff to open a new window (UI changes and so forth). I'm not sure if it's the user tool, the remedy server, or the network. Our situation is that the server is barely doing anything so it's hard to trace the problem. BTW, didn't mean to hijack your thread, sorry. Server: Remedy 6.3 patch 21 on Solaris 5.9 Database: Oracle On 10/30/07, Howard Richter [EMAIL PROTECTED] wrote: ** William, Are you also seeing a delay on the notification Howard On 10/30/07, William Rentfrow [EMAIL PROTECTED] wrote: ** I'm testing some stuff and I'm experiencing very slow Incident submit times right now. I'm using SLM 7.03 and Incident 7.02. I have two service targets defined for a particular Incident - and submit time has now gone to about 30 seconds for a single Incident. I'm working through the logs, etc - but is anyone else using SLM with IM? If so, what sort of save times are you getting when you create a new Incident that has Service Targets that attach? William Rentfrow, Principal Consultant [EMAIL PROTECTED] C 701-306-6157 O 952-432-0227 __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___ -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are -- 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: ORA-01406 SQL error in Active Link
Since it is a column value that is truncated, what is the size of the data and the size of the fields you are putting them into? Did someone change the size of a field on either form? C1,C2,C561000203,C8 Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Dwayne Martin Sent: Tuesday, October 30, 2007 3:05 PM To: arslist@ARSLIST.ORG Subject: ORA-01406 SQL error in Active Link Hello Everyone, I am getting an error in an Active Link that says, ARERR [552] Failure during SQL operation to the database : ORA-01406: fetched column value was truncated. This happens during a Set Fields operation where it is reading a value from another form. The Set Field is very similar to a dozen others that work, and it was working till just now. I ran an SQL log, and the SQL statement is :SELECT T570.C1,C2,C561000203,C8 FROM T570 WHERE ((T570.C561000214 != 'PIQ00120') AND (T570.C1 != 'ITRS0003037') AND (T570.C561000257 != 'Cancelled')) ORDER BY 1 DESC followed by the same error message. But I can paste that very same SQL statement into TOAD, and it brings back a result set. I tried the Support Knowledge base, but the one entry referred to retrieving an attachment and the other to flashboards. Any idea what is going on? (ARS 7.1, RH Linux server, Oracle 10.2 db) Dwayne Martin James Madison University Dwayne Martin Computing Support James Madison University ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Are Surveys generated for all Incidents in ITSM 7.0?
In the Incident Rules form, I think you would have to select Yes to Create Request on Submit for Surveys to be sent for an incident that originates from the Incident Management form Date: Mon, 29 Oct 2007 10:15:23 -0600From: [EMAIL PROTECTED]: Are Surveys generated for all Incidents in ITSM 7.0?To: [EMAIL PROTECTED] 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] __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Estimated Resolution Time bug on Incident
I asked about a week ago whether anyone else had noticed that when Incidents are created, the Estimated Resolution Time was getting set to Next Target Date instead of the appropriate calculated value from the service level record. I reported this to BMC and was given the existing defect number: SW00275136, for those who have not noticed this. There is no estimated fix date for it. -- Regards, Louise van Hine [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Support Site Rant
I think that the point of why support has suffered is missed when we blame only the off-shoring of support. The real problem is that they made a decision to do away with the support staff (thus cutting payroll), and off shoring it. If they had decided to do away with the support staff and hire all new Yanks, we'd have the same problems (albeit for us Yanks, it might be easier to understand them, course then the rest of the world would have to deal with our tendancy to butcher the Queens English!). The problem we are dealing with is the simple fact that they lost years of experience in this, and some poor disillusioned executive thought it would be relatively cheap and easy to provide some scripts and training to new people and voila! No, bottom line, BMC screwed up and screwed us in the process. Recently, I did have the pleasure of speaking with someone in the support management line. He was VERY cognizant of the mistakes that they had made. He had a plan to try and fix it (training, training and more training), but he was well aware that it was not going to be a quick solution. And since the proverbial trigger had already been pulled, the original support staff is gone And they are NOT going to be coming back. So, we're stuck with the current situation (I think). The only 2 things that I see as a course of action is to either take your support to a 3rd party (many like the service they receive), or make sure you bring up problems WITH BMC whenever they occur. Unless they know about them, they can't fix 'em HA HA That's the nicest BMC support email I've typed in a LONG time Warren On 10/30/07, David.M Clark [EMAIL PROTECTED] wrote: My personal experience is that one word sums up how bad their support is at this point: Bhopal Carey Matthew Black [EMAIL PROTECTED] 10/30/2007 1:24 PM A bit of clarification on the topic... I was contacted by a BMC person off list to explain the situation. BMC is using an ARS application to support their external customers. (no surprise there, just look at the URL's on the support site) However it is the Customer Support application and not currently ITSM to deal with their customers. The project finalized last fall. They also mentioned that they currently use ITSM internally. And I love this quote... so I want to echo it too... So really, we are drinking our own champagne! The person went on to say that they are working on a move to ITSM for their external customers, but we don't want to do too many changes in too short a time. I do appreciate the clarification. However, my original analysis still stands... they are not (yet) using ITSM to support their customers. Apparently they are using it to support themselves, so maybe that counts to some extent. ( Let's give them credit for doing that. I am sure it was no small feet for some of the long time BMC people to make that adjustment. ) ( I do realize that this is BUW week and I will be lucky to get a few field mice to actually read this post this week too. But... for those of us who did not get to go... or those that are just now getting back from BUW) So in the light of the new information I feel compelled to ask the ARSList Does anyone think that BMC is changing to many things or moving to fast, about how they are providing your support? -- 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 10/30/07, Hugo Visser [EMAIL PROTECTED] wrote: snip On topic, I always assumed that BMC uses some form of ITSM for their support, but they do not? What about the last big upgrade, when we all moved to the ISS numbers? Hugo On 10/30/07, Carey Matthew Black [EMAIL PROTECTED] wrote: 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? ___ 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 -- Warren R. Baltimore II Remedy Developer UW Medicine IT Services School of Medicine University of Washington Box 358220 1325 Fourth Ave, Suite 2000 Seattle, WA 98101 The opinions expressed in this e-mail are in no way those of the University of Washington, or the State of Washington. They are my own. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Support Site Rant
I know many of those former support peopleI bet more would come back than you might think.especially if they came back to something that was more like the old Remedy. The point being, that the old Remedy was successful, profitable and had VERY happy customers. It had the most loyal following I have ever seen in this business. So BMC, why mess with the proven track record? HINT BMC EXECUTIVES: Let Remedy BE Remedy.let it get back to the way it was and watch the profits and customer satisfaction increase. Tim _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Warren Baltimore Sent: Tuesday, October 30, 2007 6:51 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Support Site Rant ** I think that the point of why support has suffered is missed when we blame only the off-shoring of support. The real problem is that they made a decision to do away with the support staff (thus cutting payroll), and off shoring it. If they had decided to do away with the support staff and hire all new Yanks, we'd have the same problems (albeit for us Yanks, it might be easier to understand them, course then the rest of the world would have to deal with our tendancy to butcher the Queens English!). The problem we are dealing with is the simple fact that they lost years of experience in this, and some poor disillusioned executive thought it would be relatively cheap and easy to provide some scripts and training to new people and voila! No, bottom line, BMC screwed up and screwed us in the process. Recently, I did have the pleasure of speaking with someone in the support management line. He was VERY cognizant of the mistakes that they had made. He had a plan to try and fix it (training, training and more training), but he was well aware that it was not going to be a quick solution. And since the proverbial trigger had already been pulled, the original support staff is gone And they are NOT going to be coming back. So, we're stuck with the current situation (I think). The only 2 things that I see as a course of action is to either take your support to a 3rd party (many like the service they receive), or make sure you bring up problems WITH BMC whenever they occur. Unless they know about them, they can't fix 'em HA HA That's the nicest BMC support email I've typed in a LONG time Warren On 10/30/07, David.M Clark [EMAIL PROTECTED] wrote: My personal experience is that one word sums up how bad their support is at this point: Bhopal Carey Matthew Black [EMAIL PROTECTED] 10/30/2007 1:24 PM A bit of clarification on the topic... I was contacted by a BMC person off list to explain the situation. BMC is using an ARS application to support their external customers. (no surprise there, just look at the URL's on the support site) However it is the Customer Support application and not currently ITSM to deal with their customers. The project finalized last fall. They also mentioned that they currently use ITSM internally. And I love this quote... so I want to echo it too... So really, we are drinking our own champagne! The person went on to say that they are working on a move to ITSM for their external customers, but we don't want to do too many changes in too short a time. I do appreciate the clarification. However, my original analysis still stands... they are not (yet) using ITSM to support their customers. Apparently they are using it to support themselves, so maybe that counts to some extent. ( Let's give them credit for doing that. I am sure it was no small feet for some of the long time BMC people to make that adjustment. ) ( I do realize that this is BUW week and I will be lucky to get a few field mice to actually read this post this week too. But... for those of us who did not get to go... or those that are just now getting back from BUW) So in the light of the new information I feel compelled to ask the ARSList Does anyone think that BMC is changing to many things or moving to fast, about how they are providing your support? -- 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 10/30/07, Hugo Visser [EMAIL PROTECTED] wrote: snip On topic, I always assumed that BMC uses some form of ITSM for their support, but they do not? What about the last big upgrade, when we all moved to the ISS numbers? Hugo On 10/30/07, Carey Matthew Black [EMAIL PROTECTED] wrote: 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? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Support Site Rant
I had Remedy web down for four days because w3wp.exe was in a constant loop. Rebooting the server did not help. Support originally told me my Java was too good - I had to downgrade from 1.5 to 1.4.something. Still in a loop in a loop in a loop. So using cunning born of years of practice, I searched ARSLIST (definitely not named by an Englishman) and found that others had the same problem and that the bypass fix was to delete the midtier and reinstall. Voila! the system talks. The list indicates that the problem will recur in two weeks when we'll reinstall the midtier. BMC Support closed the ticket muttering something about servlets and it's all Window's fault. Thanks to a great list. Sorrel Jakins Chief Engineer OIT BYU [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] Work: 801-422-7128 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Warren Baltimore Sent: Tuesday, October 30, 2007 4:51 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Support Site Rant ** I think that the point of why support has suffered is missed when we blame only the off-shoring of support. The real problem is that they made a decision to do away with the support staff (thus cutting payroll), and off shoring it. If they had decided to do away with the support staff and hire all new Yanks, we'd have the same problems (albeit for us Yanks, it might be easier to understand them, course then the rest of the world would have to deal with our tendancy to butcher the Queens English!). The problem we are dealing with is the simple fact that they lost years of experience in this, and some poor disillusioned executive thought it would be relatively cheap and easy to provide some scripts and training to new people and voila! No, bottom line, BMC screwed up and screwed us in the process. Recently, I did have the pleasure of speaking with someone in the support management line. He was VERY cognizant of the mistakes that they had made. He had a plan to try and fix it (training, training and more training), but he was well aware that it was not going to be a quick solution. And since the proverbial trigger had already been pulled, the original support staff is gone And they are NOT going to be coming back. So, we're stuck with the current situation (I think). The only 2 things that I see as a course of action is to either take your support to a 3rd party (many like the service they receive), or make sure you bring up problems WITH BMC whenever they occur. Unless they know about them, they can't fix 'em HA HA That's the nicest BMC support email I've typed in a LONG time Warren On 10/30/07, David.M Clark [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] wrote: My personal experience is that one word sums up how bad their support is at this point: Bhopal Carey Matthew Black [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] 10/30/2007 1:24 PM A bit of clarification on the topic... I was contacted by a BMC person off list to explain the situation. BMC is using an ARS application to support their external customers. (no surprise there, just look at the URL's on the support site) However it is the Customer Support application and not currently ITSM to deal with their customers. The project finalized last fall. They also mentioned that they currently use ITSM internally. And I love this quote... so I want to echo it too... So really, we are drinking our own champagne! The person went on to say that they are working on a move to ITSM for their external customers, but we don't want to do too many changes in too short a time. I do appreciate the clarification. However, my original analysis still stands... they are not (yet) using ITSM to support their customers. Apparently they are using it to support themselves, so maybe that counts to some extent. ( Let's give them credit for doing that. I am sure it was no small feet for some of the long time BMC people to make that adjustment. ) ( I do realize that this is BUW week and I will be lucky to get a few field mice to actually read this post this week too. But... for those of us who did not get to go... or those that are just now getting back from BUW) So in the light of the new information I feel compelled to ask the ARSList Does anyone think that BMC is changing to many things or moving to fast, about how they are providing your support? -- 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 10/30/07, Hugo Visser [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] wrote: snip On topic, I always assumed that BMC uses some form of ITSM for their support, but they do not? What about the last big upgrade, when we all moved to the ISS numbers? Hugo On 10/30/07, Carey Matthew Black [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] wrote:
ADM:BUW:ARSlist Pins
They are available at Kinetic Data and Aeroprise. Thanks to both groups for helping us distribute them. Cheers ... Daniel ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BUW:ARSlist Pins
Stop teasing us. Anthony O. Burkholder One of the many only there in spirit. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Tuesday, October 30, 2007 7:41 PM To: arslist@ARSLIST.ORG Subject: ADM:BUW:ARSlist Pins They are available at Kinetic Data and Aeroprise. Thanks to both groups for helping us distribute them. Cheers ... Daniel ___ 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
