Ashoka Sengupta is out of the office.

[Ashoka Sengupta]

I will be out of the office starting  07/11/2007 and will not return until
26/11/2007.

I will respond to your message when I return.

For issues on  NRD & NeMIS please email [EMAIL PROTECTED]
For issues on GANDALF please email [EMAIL PROTECTED]

For escalations please contact Ayush Dadoo ([EMAIL PROTECTED]) @ 0121
635 3406


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whatsoever.

This email and any files transmitted with it are confidential and protected by 
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Re: ITSM 7.0 - Patch 6

[Rick Cook]

Well, since I had a BMC Support escalation manager tell me that their
response to not having ANY adequate release notes in patch 5 was that they
would do a better job in patch 6.  Well, even this foul ball is better than
the total whiff job that was patch 5, but I still have a hard time wondering
why a company that just got done reminding hundreds of people of the
importance of ITIL compliance still can't get the concepts of Release and
Change Management right in their own damn releases.  It's not only bad
business practice, it's disrespectful to their customers, who are now faced
with the choice of installing a poorly documented patch or living without
it.

Completely unacceptable.

Rick

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Jarl Grøneng
Sent: Tuesday, November 06, 2007 12:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.0 - Patch 6

Christopher,

Not all defects are listed in the patch release. Got this answer from
support when asking for a defect:

"Please note that not all fixes are documented in the readme."

--
Jarl


On Nov 6, 2007 8:27 PM, strauss <[EMAIL PROTECTED]> wrote:
> I don't see any of those defects listed as fixed in the Patch 006 
> Release Notes.  They did fix one that I had encountered - SW00250007; 
> I hit it in September, but it was already a known defect by then, just 
> like SW00252898 which I hit in March and they fixed in Patch 004.  
> There is a significant lag time (months) between when a defect is 
> accepted and when it is fixed in a patch.
>
> This is how they told me to search for these:
>
> For your convenience, you can monitor the status of your defect by 
> logging into the support website and then follow these instructions:
>
> * Select - View/Update under Issue Management
>
> * Select - Defect/RFE/CAR tab
>
> * Select - Search
>
> Christopher Strauss, Ph.D.
> Remedy Database Administrator
> University of North Texas Computing Center http://itsm.unt.edu/
>
> > -Original Message-
> > From: Action Request System discussion list(ARSList) 
> > [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
> > Sent: Tuesday, November 06, 2007 12:44 PM
> > To: arslist@ARSLIST.ORG
> > Subject: OT: ITSM 7.0 - Patch 6
> >
> > I don't understand Remedy - I have run into issues with Incident and 
> > have reported them to Remedy.
> >
> > Remedy has identified them as known errors 
> > (SW00249109,SW00262080,SW00263933).
> > I can not find these on their support web site.
> >
> > I'm told that Patch 6 will fix these issues.  However, i'm also told 
> > they don't know nor do they have any documentation as to WHAT 
> > workflow they touch / update.
> >
> > This I don't understand - there are alot of people who customize 
> > ITSM 7 to match their needs and if Remedy has identified a bug / 
> > defect and they have a fix for it, then they should be able to 
> > provide a list of WHAT workflow they are updating / changing.
> >
> > This is frustrating.
> >
> > T.
> >
> > __
> > _
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> >
> >
>
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Re: ENCRYPT/DECRYPT Set Fields function algorithm details

[Carey Matthew Black]

David,

Hum... just to clarify... you are talking about this algorithm REF:
http://en.wikipedia.org/wiki/Data_Encryption_Standard

Which is stated as:
"DES is now considered to be insecure for many applications. This is
chiefly due to the 56-bit key size being too small; DES keys have been
broken in less than 24 hours."

Or by chance... is something like... "Triple DES" being employed?
(Ref: http://en.wikipedia.org/wiki/Triple_DES) I only ask as there is
a good deal of confusion about these algorithms and how they are
referred to in "common language".



The reason why I am broaching the topic is that we are looking for a
way to secure data (even at the DB level) and we were trying to figure
out of we needed to "make it ourselves" or if the ARS standard feature
set was compliant with internal guidelines. So the more specific
information about the details, if it can be shared, the better so that
I might be able to compare it to the guidelines that I have been
given.

Thanks in Advance.

-- 
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 Nov 6, 2007 8:47 PM, Easter, David <[EMAIL PROTECTED]> wrote:
> According to the folks here, it's DES.
>
> -David J. Easter
> Sr. Product Manager, Service Management Business Unit
> BMC Software, Inc.
>
> The opinions, statements, and/or suggested courses of action expressed
> in this E-mail do not necessarily reflect those of BMC Software, Inc.
> My voluntary participation in this forum is not intended to convey a
> role as a spokesperson, liaison or public relations representative for
> BMC Software, Inc.

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Re: ENCRYPT/DECRYPT Set Fields function algorithm details

[Easter, David]

According to the folks here, it's DES.

-David J. Easter
Sr. Product Manager, Service Management Business Unit
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed
in this E-mail do not necessarily reflect those of BMC Software, Inc.
My voluntary participation in this forum is not intended to convey a
role as a spokesperson, liaison or public relations representative for
BMC Software, Inc.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Friday, November 02, 2007 9:32 AM
To: arslist@ARSLIST.ORG
Subject: ENCRYPT/DECRYPT Set Fields function algorithm details

Does anyone have any details on what algorithm(s) the ARS Server uses
for the ENCRYPT/DECRYPT Set Fields functions?
( I thought I had stuff in my email.. but I just can not find it...
G maybe I need to have less email in my life? But I am keeping my
ARSList mail. :) )

Thanks in advance.

--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.


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WUT SSSO / areainfo.dll

[Luke, Brian]

I've found the sample source code for areainfo.dll, but so far
everything I've seen uses hardcoded username etc...

Has anyone actually figured out the code to gather the authentication
information from an Active Directory authenticated user on a domain
workstation?

More importantly - Is anyone willing to share - even just enough to
gather it, I can plug it in to the skeleton & catch it on the server
side.
 
Thank You,
Brian Luke

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Re: Date/Time Field?

[Mayfield, Andy L.]

Thanks all. I was assuming you could do it in the default value. I will
create an AL and that should take care of it.

Thanks, 

Andy L. Mayfield 
Sr. System Operation Specialist 
Alabama Power Company 
Office: 205-226-1805 
Cell: 205-288-9140 
SoLinc: 10*19140 


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Thomas Bean
Sent: Tuesday, November 06, 2007 5:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: Date/Time Field?

There is also a "DATEADD" function that is intended for this purpose...

DATEADD("ww", 4, $TIMESTAMP$)

Still have to use a set fields action in an AL.

--Thomas

- Original Message - 
From: "Joel D. Sender" <[EMAIL PROTECTED]>
Newsgroups: gmane.comp.crm.arsystem.general
To: 
Sent: Tuesday, November 06, 2007 5:30 PM
Subject: Re: Date/Time Field?


> You need an Active Link that runs on 'window open' to 'set field' to
> $TIMESTAMP$ + 60*60*24*28
> HTH.
> Joel
> *
> Joel D. Sender
> Director of Western Operations
> QMX Support Services, Inc.
> [EMAIL PROTECTED]
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] Behalf Of Mayfield, Andy L.
> Sent: Tuesday, November 06, 2007 3:17 PM
> To: arslist@ARSLIST.ORG
> Subject: Date/Time Field?
>
> Is there a way to set a default value on a Date/Time field?
>
> What I would like to do is have a Date/Time field that sets a default
> value of 4 weeks in the future when the form is opened.
> It seems you could set a default value something like $TIMESTAMP$ +
> 60*60*24*28, but it will not accept any variation of this that I've
> tried.
>
> Thanks,
>
> Andy L. Mayfield
> Sr. System Operation Specialist
> Alabama Power Company
> Office: 205-226-1805
> Cell: 205-288-9140
> SoLinc: 10*19140
>
>


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Re: OT-Support Question - Whine - Rant - Ignore me! (UNCLASSIFIED)

[Mayfield, Andy L.]

Well ya, but you have to go to Iraq. I wouldn't do that for 10x that
salary.

Andy L. Mayfield 
Sr. System Operation Specialist 
Alabama Power Company 
Office: 205-226-1805 
Cell: 205-288-9140 
SoLinc: 10*19140 


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Darrell Reading
Sent: Tuesday, November 06, 2007 2:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: OT-Support Question - Whine - Rant - Ignore me!
(UNCLASSIFIED)

They can and do make that sweeping floors in FOB's and COB's in Iraq, no
coding experience needed.


Darrell E Reading II
Contact Center Development 
Wal-Mart
45739
[EMAIL PROTECTED]


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr
OC-ALC/ITMA
Sent: Tuesday, November 06, 2007 14:13
To: arslist@ARSLIST.ORG
Subject: Re: OT-Support Question - Whine - Rant - Ignore me!
(UNCLASSIFIED)

10,000/yr in India probably is not that bad of a salary, especially if
you look at the alternatives for that region.

Thanks,


Gary Opela, Jr

Sr. Remedy Developer

Leader Communications, Inc.

405 736 3211


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: Tuesday, November 06, 2007 1:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: OT-Support Question - Whine - Rant - Ignore me!
(UNCLASSIFIED)

$10 a day is an exaggeration, but not by much.  The average IT worker in
India in 2006 made only $9,898 a YEAR! Don't believe it? See for
yourself:

http://www.informationweek.com/blog/main/archives/2006/08/us_ranks_a_mid
d.html

What will they do when they realize they're being taken advantage of?
NOTHING! Why? Because they have no recourse because there is a terrible
surplus of labor in India, Pakistan, and China.  So some IT workers in
India catch on that they're getting exploited.  They strike.  Guess
what? They're fired.  There are 1.1 *BILLION* people in India and
they're easily replaced.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of FRANK, GORDON CTR DISA JSSC
Sent: Tuesday, November 06, 2007 1:44 PM
To: arslist@ARSLIST.ORG
Subject: Re: OT-Support Question - Whine - Rant - Ignore me!
(UNCLASSIFIED)

Classification:  UNCLASSIFIED 
Caveats: NONE

I can't believe that other countries are only making $10/day with no
benefits. The Help Desk reps in India are very skilled and very good and
I'm sure they are compensated pretty well. I could be wrong, but what
happens when this source realizes they have been taken advantage of.
Where do we go then? Mars??

I think the major complaint is they are hard to understand. They speak
English, but they tend to speak very rapidly (which is a credit to their
speaking ability, because they understand each other and us slowww
Americans can understand them.) If there are any India listeners out
there, please have patience with the American culture and language.

I believe there are a few Help Desks in rural America. Has anybody had
experience with any of these?

Gordon M. Frank
DISA\Version FNS


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Tuesday, November 06, 2007 2:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: OT-Support Question - Whine - Rant - Ignore me!
(UNCLASSIFIED)

To some degree this is true.  In a competitive market, companies will do
whatever they can, legally (most of the time), to remain competitive.
This means that when one company dips to new lows, others will typically
follow if it works.  Unfortunately, it doesn't seem to work the other
way; when companies operate at a higher level, they are eaten by their
competitors because they can not remain competitive.

This is why we have laws in place to regulate certain types of actions
and practices.  Laws are intended to set the minimum at which entities
are expected to act.  Sometimes it becomes necessary for the government
to become involved by either raising or lowering the bar so far as the
minimum of what is acceptable (legal).

There are arguments on both sides of this dichotomy:
- there are only so many skilled workers of a given type in a given
geographical region
- there are large discrepancies in what is required in terms of
compensation for different geographical regions (10USD/day vs.
10USD/hr)
- reputation - which takes a long time to build and only a moment to
destroy (this seems to be undervalued these days, probably because there
is no way to easily correlate a price tag to it)
- quality - there are good people on both sides of the pond; practical
experience, language barriers, time differences, etc. tend to be impact
people's perception of quality

Axton Grams

On Nov 6, 2007 2:03 PM, Kaiser Norm E CIV USAF 96 CS/SCCE
<[EMAIL PROTECTED]> wrote:
> >It sounds harsh, but BMC doesn't appear t

Re: OT-Support Question - Whine - Rant - Ignore me! (UNCLASSIFIED)

[Mayfield, Andy L.]

I certainly share the same issues with regard to the language barrier,
but I will have to say that I can't see where anyone is being taken
advantage of.

>From what I could find, the median income for India in 2003 was Rs. 4500
a month or $114 a month (at the current exchange rate). 

If my figures are correct, the $9898.00 a year would be almost 7.23x the
median income. I would take that in a heart beat.

Andy L. Mayfield 
Sr. System Operation Specialist 
Alabama Power Company 
Office: 205-226-1805 
Cell: 205-288-9140 
SoLinc: 10*19140 


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: Tuesday, November 06, 2007 1:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: OT-Support Question - Whine - Rant - Ignore me!
(UNCLASSIFIED)

$10 a day is an exaggeration, but not by much.  The average IT worker in
India in 2006 made only $9,898 a YEAR! Don't believe it? See for
yourself:

http://www.informationweek.com/blog/main/archives/2006/08/us_ranks_a_mid
d.html

What will they do when they realize they're being taken advantage of?
NOTHING! Why? Because they have no recourse because there is a terrible
surplus of labor in India, Pakistan, and China.  So some IT workers in
India catch on that they're getting exploited.  They strike.  Guess
what? They're fired.  There are 1.1 *BILLION* people in India and
they're easily replaced.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of FRANK, GORDON CTR DISA JSSC
Sent: Tuesday, November 06, 2007 1:44 PM
To: arslist@ARSLIST.ORG
Subject: Re: OT-Support Question - Whine - Rant - Ignore me!
(UNCLASSIFIED)

Classification:  UNCLASSIFIED 
Caveats: NONE

I can't believe that other countries are only making $10/day with no
benefits. The Help Desk reps in India are very skilled and very good and
I'm sure they are compensated pretty well. I could be wrong, but what
happens when this source realizes they have been taken advantage of.
Where do we go then? Mars??

I think the major complaint is they are hard to understand. They speak
English, but they tend to speak very rapidly (which is a credit to their
speaking ability, because they understand each other and us slowww
Americans can understand them.) If there are any India listeners out
there, please have patience with the American culture and language.

I believe there are a few Help Desks in rural America. Has anybody had
experience with any of these?

Gordon M. Frank
DISA\Version FNS


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Tuesday, November 06, 2007 2:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: OT-Support Question - Whine - Rant - Ignore me!
(UNCLASSIFIED)

To some degree this is true.  In a competitive market, companies will do
whatever they can, legally (most of the time), to remain competitive.
This means that when one company dips to new lows, others will typically
follow if it works.  Unfortunately, it doesn't seem to work the other
way; when companies operate at a higher level, they are eaten by their
competitors because they can not remain competitive.

This is why we have laws in place to regulate certain types of actions
and practices.  Laws are intended to set the minimum at which entities
are expected to act.  Sometimes it becomes necessary for the government
to become involved by either raising or lowering the bar so far as the
minimum of what is acceptable (legal).

There are arguments on both sides of this dichotomy:
- there are only so many skilled workers of a given type in a given
geographical region
- there are large discrepancies in what is required in terms of
compensation for different geographical regions (10USD/day vs.
10USD/hr)
- reputation - which takes a long time to build and only a moment to
destroy (this seems to be undervalued these days, probably because there
is no way to easily correlate a price tag to it)
- quality - there are good people on both sides of the pond; practical
experience, language barriers, time differences, etc. tend to be impact
people's perception of quality

Axton Grams

On Nov 6, 2007 2:03 PM, Kaiser Norm E CIV USAF 96 CS/SCCE
<[EMAIL PROTECTED]> wrote:
> >It sounds harsh, but BMC doesn't appear to be willing to pay the
> price-tag associated with treating their support helpdesk people the 
> way they, themselves expect to be treated in their own country.
> Overseas manpower is cheap for a reason.
>
> It's not harsh at all.  Outsourcing jobs from Europe and the US to 
> places like India and the Philippines is, quite simply, the new form 
> of serfdom.  I don't care who does it--it's just an under-the-table 
> trick to avoid having to abide by modern fair labor laws.  You know, 
> the ones about minimum wage, workman's comp, safe workplaces, etc.
>
> >Given how niche of a market Remedy is ... for how incredibly larg

Re: Date/Time Field?

[Thomas Bean]

There is also a "DATEADD" function that is intended for this purpose...

DATEADD("ww", 4, $TIMESTAMP$)

Still have to use a set fields action in an AL.

--Thomas

- Original Message - 
From: "Joel D. Sender" <[EMAIL PROTECTED]>

Newsgroups: gmane.comp.crm.arsystem.general
To: 
Sent: Tuesday, November 06, 2007 5:30 PM
Subject: Re: Date/Time Field?



You need an Active Link that runs on 'window open' to 'set field' to
$TIMESTAMP$ + 60*60*24*28
HTH.
Joel
*
Joel D. Sender
Director of Western Operations
QMX Support Services, Inc.
[EMAIL PROTECTED]


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Mayfield, Andy L.
Sent: Tuesday, November 06, 2007 3:17 PM
To: arslist@ARSLIST.ORG
Subject: Date/Time Field?

Is there a way to set a default value on a Date/Time field?

What I would like to do is have a Date/Time field that sets a default
value of 4 weeks in the future when the form is opened.
It seems you could set a default value something like $TIMESTAMP$ +
60*60*24*28, but it will not accept any variation of this that I've
tried.

Thanks,

Andy L. Mayfield
Sr. System Operation Specialist
Alabama Power Company
Office: 205-226-1805
Cell: 205-288-9140
SoLinc: 10*19140


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Re: Date/Time Field?

[Wheeler, Dylan]

I don't think you can do calculations in a default value field. I'd just
use an AL to set the field on open.

- 

Dylan Wheeler
Production Control Analyst Principal 
IT Operations 
Downey Savings & Loan Association, F.A. 
Email: [EMAIL PROTECTED]



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
Sent: Tuesday, November 06, 2007 3:17 PM
To: arslist@ARSLIST.ORG
Subject: Date/Time Field?


Is there a way to set a default value on a Date/Time field? 

What I would like to do is have a Date/Time field that sets a default
value of 4 weeks in the future when the form is opened. 
It seems you could set a default value something like $TIMESTAMP$ +
60*60*24*28, but it will not accept any variation of this that I've
tried.

Thanks,

Andy L. Mayfield 
Sr. System Operation Specialist 
Alabama Power Company 
Office: 205-226-1805 
Cell: 205-288-9140 
SoLinc: 10*19140 


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This message and any attachments are for the intended recipient(s) only and may 
contain privileged, confidential and/or proprietary information about Downey 
Savings or its customers, which Downey Savings does not intend to disclose to 
the public.  If you received this message by mistake, please notify the sender 
by reply e-mail and delete the message and attachments.

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Re: Date/Time Field?

[Joel D. Sender]

You need an Active Link that runs on 'window open' to 'set field' to
$TIMESTAMP$ + 60*60*24*28
HTH.
Joel
*
Joel D. Sender
Director of Western Operations
QMX Support Services, Inc.
[EMAIL PROTECTED]


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Mayfield, Andy L.
Sent: Tuesday, November 06, 2007 3:17 PM
To: arslist@ARSLIST.ORG
Subject: Date/Time Field?

Is there a way to set a default value on a Date/Time field?

What I would like to do is have a Date/Time field that sets a default
value of 4 weeks in the future when the form is opened.
It seems you could set a default value something like $TIMESTAMP$ +
60*60*24*28, but it will not accept any variation of this that I've
tried.

Thanks,

Andy L. Mayfield
Sr. System Operation Specialist
Alabama Power Company
Office: 205-226-1805
Cell: 205-288-9140
SoLinc: 10*19140


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Re: Crystal report error on Mid-Tier

[[EMAIL PROTECTED]]

Dwayne,
I'm not saying that this is your error but we currently have an open support 
issue with a software defect number SW00280014 directly related to generating a 
Crystal Report on the Mid Tier from an AL which seems similar to your issue.  
According Remedy Tech. this issue has been around since 6.3 and is still 
present in 7.0.1.  Here is the detail information on our issue.  It may be 
worth it to check with support and see if your issue could be related to this 
defect. If it is related then it would certainly help get the defect resolution 
elevated.

ARSystem 7.0.1 Patch 4
Mid-Tier 7.0.1 Patch 4
MSSQL 2000
Win Srv 2003 
Crystal Enterprise 10

An ActiveLink which generates a report of type Crystal causes an error when a 
Qualification contains a datetime field compared to the 10/18/2007 10:52:47 AM 
keyword when executed on the Mid-Tier. (example:  'datetimefield' > 10/18/2007 
10:52:47 AM).

ERROR Displayed
"Crystal Report Viewer
Error in formula A number, currency amount, boolean, date, time, date-time, or 
string is expected here. 
Details: errorKind. File report.rpt [On Cache/Page Server.  
SERVERNAME.pageserver]" 

The report in question has been verified against the database, executes 
correctly with the activelink when the date comparison is removed from the 
Qualification field, runs from the Remedy Report Selection Console, runs when 
executed directly from a web browser, runs from the report function of the User 
Tool.  ActiveLink logging shows successful activelink processing (i.e. 
activelink log shows no errors).  Data for the date field has been manually 
validated and the field contains valid data for all records.
 
HTH,
Dave Fincher


- Original Message 
From: "Pargeter, Christie" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Tuesday, November 6, 2007 1:35:31 PM
Subject: FW: Crystal report error on Mid-Tier


You can edit the sub report's links your issue might be there.  You can
 do this in 2 places, right click the sub report & select "Change
 Subreports links..." or on the criteria of the embedded subreport.

-Original Message-
From: Action Request System discussion list(ARSList)
 [mailto:[EMAIL PROTECTED] On Behalf Of Dwayne Martin
Sent: Tuesday, November 06, 2007 11:35 AM
To: arslist@ARSLIST.ORG
Subject: Re: Crystal report error on Mid-Tier

Hi Christie,

I don't understand your question.  I did delete the subfile and
 re-write it from scratch.  It works fine in the User tool.

Dwayne

 Original message 
>Date: Tue, 6 Nov 2007 10:36:44 -0800
>From: "Pargeter, Christie" <[EMAIL PROTECTED]>
>Subject: Re: Crystal report error on Mid-Tier
>To: arslist@ARSLIST.ORG
>
>Have you tried to re-select your sub-query's quals?

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Re: Action form, safe to delete records?

[Rabi Tripathi]

On your counsel, the records are gone. Yes, this looks
like a queue. I wish they would tell you something
about it somewhere. Can't find anything in documents,
knowledgebase, nowhere. Even scanned bugs, or a lot of
them, but no info. 

I asked my friend who normally has something to say
about anything, but this time he's clueless...you know
the guy, google. :)

Thanks J.

--- "Davies, J.T." <[EMAIL PROTECTED]>
wrote:

> Hi Rabi,
> 
> Only 500?  I had 300,000+.  According to support,
> you can delete them
> safely.  There is a bug in the workflow that doesn't
> delete them after
> process.  (Sorry, I don't have the bug ID.)
> 
> The best I can describe is this form is it's a queue
> used for internal
> actions...  The application creates a new record for
> specific actions,
> workflow handles the requested action, then deletes
> the record.
> Apparently, the deletion isn't happening...
> 
> J.T.
> New Edge Networks
> An Earthlink Company
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Rabi
> Tripathi
> Sent: Tuesday, November 06, 2007 2:55 PM
> To: arslist@ARSLIST.ORG
> Subject: SYS:Action form, safe to delete records?
> 
> I have more than 500 records on "SYS:Action" form
> dating back to 3 weeks
> ago.
> 
> Is it safe to delete older records? 
> What's this form for? I see lot of SLM related
> records. Code on this
> form have references to stuff beyond SLM. 
> 
> I see strange things like submit of an Incident with
> attached SLA
> causing a submit of a record on this form  that is
> removed right away.
> Why bother?
> 
> I see code that removes any submitted records right
> away unless  'z1D
> Action' !=  "DONOTDELETE". So records are supposed
> to sit on this form
> for a while. 
> 
> Anybody knows "who" processes these records besides
> the single
> escalation on this form that removes the recs (not
> all, but only if
> 'Action' = "UPDATEASSOCIATIONSTATUS")?
> 
> ARS 701, ITSM 703.
> 
> __
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> protection around
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> 
>

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> 


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Date/Time Field?

[Mayfield, Andy L.]

Is there a way to set a default value on a Date/Time field? 

What I would like to do is have a Date/Time field that sets a default
value of 4 weeks in the future when the form is opened. 
It seems you could set a default value something like $TIMESTAMP$ +
60*60*24*28, but it will not accept any variation of this that I've
tried.

Thanks,

Andy L. Mayfield 
Sr. System Operation Specialist 
Alabama Power Company 
Office: 205-226-1805 
Cell: 205-288-9140 
SoLinc: 10*19140 

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Re: Action form, safe to delete records?

[Davies, J.T.]

Hi Rabi,

Only 500?  I had 300,000+.  According to support, you can delete them
safely.  There is a bug in the workflow that doesn't delete them after
process.  (Sorry, I don't have the bug ID.)

The best I can describe is this form is it's a queue used for internal
actions...  The application creates a new record for specific actions,
workflow handles the requested action, then deletes the record.
Apparently, the deletion isn't happening...

J.T.
New Edge Networks
An Earthlink Company

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi
Sent: Tuesday, November 06, 2007 2:55 PM
To: arslist@ARSLIST.ORG
Subject: SYS:Action form, safe to delete records?

I have more than 500 records on "SYS:Action" form dating back to 3 weeks
ago.

Is it safe to delete older records? 
What's this form for? I see lot of SLM related records. Code on this
form have references to stuff beyond SLM. 

I see strange things like submit of an Incident with attached SLA
causing a submit of a record on this form  that is removed right away.
Why bother?

I see code that removes any submitted records right away unless  'z1D
Action' !=  "DONOTDELETE". So records are supposed to sit on this form
for a while. 

Anybody knows "who" processes these records besides the single
escalation on this form that removes the recs (not all, but only if
'Action' = "UPDATEASSOCIATIONSTATUS")?

ARS 701, ITSM 703.

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SYS:Action form, safe to delete records?

[Rabi Tripathi]

I have more than 500 records on "SYS:Action" form
dating back to 3 weeks ago.

Is it safe to delete older records? 
What's this form for? I see lot of SLM related
records. Code on this form have references to stuff
beyond SLM. 

I see strange things like submit of an Incident with
attached SLA causing a submit of a record on this form
 that is removed right away. Why bother?

I see code that removes any submitted records right
away unless  'z1D Action' !=  "DONOTDELETE". So
records are supposed to sit on this form for a while. 

Anybody knows "who" processes these records besides
the single escalation on this form that removes the
recs (not all, but only if  'Action' = 
"UPDATEASSOCIATIONSTATUS")?

ARS 701, ITSM 703.

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Re: Full time Remedy Developer position in Alpharetta GA

[Reiser, John J]

Susan,
 
He said easy-going guy because "easy-going IT Guy" is an oxymoron.
However Jack should have mentioned that he could easily work with any
type of girl, er woman, uh lady. Oh! Goddess, that's the word I was
looking for.
Thanks,

John J. Reiser
Software Development Analyst
Remedy Administrator/Developer
Lockheed Martin - MS2
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. - paraphrased
by me



 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer
Sent: Tuesday, November 06, 2007 4:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: Full time Remedy Developer position in Alpharetta GA


** 
ummm . girls need not apply?
 
Susan  ;)

 
On 11/6/07, Covert, Jack <[EMAIL PROTECTED]> wrote: 

** 

Hello everybody...  I have a position available for a full time
Remedy developer.  Below are the attributes I'm looking for, the
position is located in Alpharetta GA.  Please, no head hunters... 

 

Very well versed in Remedy ITSM (including CMDB) 7.  You should
know how to use the application from a user and administrator
perspective.  You should also know how things function in the back end. 

 

Must be able to do advanced design and development.  Experience
with web services, relational databases, XML, EIE, and ARSPerl are
needed. 

 

Probably the most important attribute that we're looking for
personality.  Looking for an easy going guy that loves Remedy.  Cool
with doing designs even though you may not have the best set of
documentation around requirements (or any).  Cool with shutting yourself
in for a week to bang some code out.  Good communication skills are
really important as well, our customers and team are spread all over the
country. 

 

Is this you?  If so, please shoot me over a quick email telling
me about yourself, what projects you've been working on in what
capacity, etc.  Hope to hear from you soon!!! 

 

Jack Covert

 

Corporate IT

Enterprise Systems Management

Remedy Support Team

 

 

Remedy Support Team Home Page

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

 

__20060125___This posting was submitted with
HTML in it___ 


__20060125___This posting was submitted with HTML in
it___ 

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Re: Full time Remedy Developer position in Alpharetta GA

[Dave.ARSList]

Probably the most important attribute that we're looking for personality. 
Looking for an easy going guy that loves Remedy.  Cool with doing designs
even though you may not have the best set of documentation around
requirements (or any).  Cool with shutting yourself in for a week to bang
some code out.  


Susan Palmer wrote:
> 
> ummm . girls need not apply?
> 
> Susan  ;)
> 
> Haha that's hillarious!! Both the ad and Susan's reply. Feels like
> friday!! Haha 
> 
> 
> On 11/6/07, Covert, Jack <[EMAIL PROTECTED]> wrote:
>>
>> **
>>
>> Hello everybody…  I have a position available for a full time Remedy
>> developer.  Below are the attributes I'm looking for, the position is
>> located in Alpharetta GA.  Please, no head hunters…
>>
>>
>>
>> Very well versed in Remedy ITSM (including CMDB) 7.  You should know how
>> to use the application from a user and administrator perspective.  You
>> should also know how things function in the back end.
>>
>>
>>
>> Must be able to do advanced design and development.  Experience with web
>> services, relational databases, XML, EIE, and ARSPerl are needed.
>>
>>
>>
>> Probably the most important attribute that we're looking for personality.
>> Looking for an easy going guy that loves Remedy.  Cool with doing designs
>> even though you may not have the best set of documentation around
>> requirements (or any).  Cool with shutting yourself in for a week to bang
>> some code out.  Good communication skills are really important as well,
>> our
>> customers and team are spread all over the country.
>>
>>
>>
>> Is this you?  If so, please shoot me over a quick email telling me about
>> yourself, what projects you've been working on in what capacity, etc. 
>> Hope
>> to hear from you soon!!!
>>
>>
>>
>> Jack Covert
>>
>>
>>
>> *Corporate IT*
>>
>> *Enterprise** Systems Management*
>>
>> *Remedy Support Team*
>>
>>
>>
>>
>>
>> *Remedy Support Team Home Page*
>>
>> *http://collaborate.mckesson.com/sites/esm/remedy*
>>
>>
>> __20060125___This posting was submitted with HTML in
>> it___
> 
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> 

-- 
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Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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Re: Full time Remedy Developer position in Alpharetta GA

[Covert, Jack]

Stupid PC...  ha ha.  Looking for an easy going "person".  :P

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

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer
Sent: Tuesday, November 06, 2007 1:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: Full time Remedy Developer position in Alpharetta GA

--=_Part_23291_4163243.1194385269968
Content-Type: text/plain; charset=WINDOWS-1252
Content-Transfer-Encoding: quoted-printable
Content-Disposition: inline

ummm . girls need not apply?

Susan  ;)


On 11/6/07, Covert, Jack <[EMAIL PROTECTED]> wrote:
>
> **
>
> Hello everybody=85  I have a position available for a full time Remedy
> developer.  Below are the attributes I'm looking for, the position is
> located in Alpharetta GA.  Please, no head hunters=85
>
>
>
> Very well versed in Remedy ITSM (including CMDB) 7.  You should know
how
> to use the application from a user and administrator perspective.  You
> should also know how things function in the back end.
>
>
>
> Must be able to do advanced design and development.  Experience with
web
> services, relational databases, XML, EIE, and ARSPerl are needed.
>
>
>
> Probably the most important attribute that we're looking for
personality.
> Looking for an easy going guy that loves Remedy.  Cool with doing
designs
> even though you may not have the best set of documentation around
> requirements (or any).  Cool with shutting yourself in for a week to
bang
> some code out.  Good communication skills are really important as
well, o=
ur
> customers and team are spread all over the country.
>
>
>
> Is this you?  If so, please shoot me over a quick email telling me
about
> yourself, what projects you've been working on in what capacity, etc.
Ho=
pe
> to hear from you soon!!!
>
>
>
> Jack Covert
>
>
>
> *Corporate IT*
>
> *Enterprise** Systems Management*
>
> *Remedy Support Team*
>
>
>
>
>
> *Remedy Support Team Home Page*
>
>
*http://collaborate.mckesson.com/sites/esm/remedy*
>
>
> __20060125___This posting was submitted with HTML
in
> it___


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--=_Part_23291_4163243.1194385269968
Content-Type: text/html; charset=WINDOWS-1252
Content-Transfer-Encoding: quoted-printable
Content-Disposition: inline

**
ummm . girls need not apply?
 
Susan  ;) 
On 11/6/07, =
Covert, Jack Jack.Cover=
[EMAIL PROTECTED]> wrote:
**=20


Hello everybody=85  I have a position available for a
full=
 time Remedy developer.  Below are the attributes I'm looking for,
the=
 position is located in Alpharetta GA.  Please, no head hunters=85

 
Very well versed in Remedy ITSM (including CMDB) 7. 
You s=
hould know how to use the application from a user and administrator
perspec=
tive.  You should also know how things function in the back end.

 
Must be able to do advanced design and development. 
Exper=
ience with web services, relational databases, XML, EIE, and ARSPerl are
ne=
eded.

 
Probably the most important attribute that we're looking for
pe=
rsonality.  Looking for an easy going guy that loves Remedy. 
Coo=
l with doing designs even though you may not have the best set of
documenta=
tion around requirements (or any).  Cool with shutting yourself in
for=
 a week to bang some code out.  Good communication skills are
really i=
mportant as well, our customers and team are spread all over the
country.

 
Is this you?  If so, please shoot me over a quick email
te=
lling me about yourself, what projects you've been working on in what
capac=
ity, etc.  Hope to hear from you soon!!!

 
Jack Covert
 
Corporate
IT
Enterprise<=
/font>
 Systems Management
Remedy Support
Tea=
m
 
Remedy Support Team Home
Page
http://collaborate.mckesson.com/sites/esm/remedy";
target=3D"_blank">
=
http://collaborate.mckesson.com/sites/esm/remedy=

Re: Full time Remedy Developer position in Alpharetta GA

[Susan Palmer]

ummm . girls need not apply?

Susan  ;)


On 11/6/07, Covert, Jack <[EMAIL PROTECTED]> wrote:
>
> **
>
> Hello everybody…  I have a position available for a full time Remedy
> developer.  Below are the attributes I'm looking for, the position is
> located in Alpharetta GA.  Please, no head hunters…
>
>
>
> Very well versed in Remedy ITSM (including CMDB) 7.  You should know how
> to use the application from a user and administrator perspective.  You
> should also know how things function in the back end.
>
>
>
> Must be able to do advanced design and development.  Experience with web
> services, relational databases, XML, EIE, and ARSPerl are needed.
>
>
>
> Probably the most important attribute that we're looking for personality.
> Looking for an easy going guy that loves Remedy.  Cool with doing designs
> even though you may not have the best set of documentation around
> requirements (or any).  Cool with shutting yourself in for a week to bang
> some code out.  Good communication skills are really important as well, our
> customers and team are spread all over the country.
>
>
>
> Is this you?  If so, please shoot me over a quick email telling me about
> yourself, what projects you've been working on in what capacity, etc.  Hope
> to hear from you soon!!!
>
>
>
> Jack Covert
>
>
>
> *Corporate IT*
>
> *Enterprise** Systems Management*
>
> *Remedy Support Team*
>
>
>
>
>
> *Remedy Support Team Home Page*
>
> *http://collaborate.mckesson.com/sites/esm/remedy*
>
>
> __20060125___This posting was submitted with HTML in
> it___

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Re: OT-Support Question - Whine - Rant - Ignore me! (UNCLASSIFIED)

[Joe D'Souza]

I think some of those figures in there are outdated and no more relevant
(notice this article has been written in August 2006). It states that the
rise in salaries is 15 %.. I have acquaintances and ex school mates who have
seen an income jump of more than 100% over just the last year. Cost of
living in major cities in India like Bombay, Bangalore is almost comparable
to cost of living in any other big city or town in the world..

Good apartments at semi-decent residential locations in Bombay (like Bandra,
Khar, Santa Cruz, Powai Lake, Hiranandani Colony) cost in close to a million
USD. Renting apartments in such places could cost slightly shy of 1000 USD.
You do not even want to consider living down south in Bombay (Cuff Parade,
Hanging Gardens) unless you are a billionaire or are making at least a 150 -
200 K USD..

Unfortunately with the kind of infrastructure in India, you do not have that
option of joining a top notch IT firm in India and live in a cheaper rural
residential region as such places do not exist near big cities - where all
the big businesses are at. Yes there are cheaper options but you do not even
want to consider that. These cheaper options come either in unsafe
neighborhoods or neighborhoods that have little or no facilities such as
malls or grocery stores conveniently located. You would probably have to buy
new hub caps for your car every second day at such places - if you do find
your car where you last parked it... :-)

Cost of cars is over 100% more than what they cost in the USA. A 30K Honda
Accord for e.g.. costs nearly 60K in India. Designer wear is much more
expensive there than it is here. These costs are way higher there cause of
the higher import duty on such commodities.

Dining out / clubs and pubs / cinema is perhaps the only thing that is
cheaper there than it is here.

While human resource is still cheaper than most places in the USA, Bombay is
experiencing one of the biggest economic booms of this century and I'm
pretty sure within the year that this article has been written, an average
IT professionals income is way more than a mere 10K a year. I would think
its closer to about 70 or 80K going by what some of my friends who were my
mates in university make out there.

Addressing the problem with Remedy Support - their support center is based
in Pune. The problem with Pune is many of the locals there have what we
describe as an accent problem. Had they been located at Bangalore or Bombay,
they might have able to find better suited individuals with a lesser accent
or at least a more understandable accent. Being an Indian and a Bombayite
myself (I was born and raised in Bombay and am a native of Goa), I find it
hard to understand some of them. I have a pretty hard time understanding
some of them myself. Some of them have a too strong south Indian accent and
I often find myself asking them to repeat themselves.

If Remedy support did feel the need to take their support center down to
India to cut costs or whatever, I do not understand why they didn't set up
in either Bangalore or Bombay where it would be a whole lot easier to source
candidates that do not really have an accent problem. For the most part its
much more easier to understand the accent of an average Bombayite or a
Banglorean.. Maybe even a Delhi..

My 2 cents..

Joe



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Opela, Gary L Contr OC-ALC/ITMA
Sent: Tuesday, November 06, 2007 3:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: OT-Support Question - Whine - Rant - Ignore me! (UNCLASSIFIED)


10,000/yr in India probably is not that bad of a salary, especially if
you look at the alternatives for that region.

Thanks,


Gary Opela, Jr

Sr. Remedy Developer

Leader Communications, Inc.

405 736 3211


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: Tuesday, November 06, 2007 1:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: OT-Support Question - Whine - Rant - Ignore me!
(UNCLASSIFIED)

$10 a day is an exaggeration, but not by much.  The average IT worker in
India in 2006 made only $9,898 a YEAR! Don't believe it? See for
yourself:

http://www.informationweek.com/blog/main/archives/2006/08/us_ranks_a_midd.ht
ml

What will they do when they realize they're being taken advantage of?
NOTHING! Why? Because they have no recourse because there is a terrible
surplus of labor in India, Pakistan, and China.  So some IT workers in
India catch on that they're getting exploited.  They strike.  Guess
what? They're fired.  There are 1.1 *BILLION* people in India and
they're easily replaced.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of FRANK, GORDON CTR DISA JSSC
Sent: Tuesday, November 06, 2007 1:44 PM
To: arslist@ARSLIST.ORG
Subject: Re: OT-Support Question - Whine - Rant - Ignore me!

Kinetic Survey lite purchasing

[John Sundberg]

I have been getting some direct emails with questions. (Feel free to email
me directly)

We are using the same rules for purchasing Survey as we have done with our
other Lite offering (Calendar Lite).

1) You can buy as many copies as you would like.

2) If you do not know the server name that you are targeting - you can use
the name 'future'. And we will regenerate a license for you at some time in
the future (one time only).

So for example - if you are a consultant and you would like to buy Survey
for your clients (because you love them) - and install it for them - and
charge a nice fee for doing so (and make them happy) -- feel free. Just buy
Survey now - with the name 'future' -- when you are ready to install send us
an email - and we will generate the license.


-John

-- 
John David Sundberg
235 East 6th Street, Suite 400B
St. Paul, MN 55101
(651) 556-0930-work
(651) 247-6766-cell
(651) 695-8577-fax
[EMAIL PROTECTED]

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Re: OT-Support Question - Whine - Rant - Ignore me! (UNCLASSIFIED)

[Kaiser Norm E CIV USAF 96 CS/SCCE]

>Pointing at the guy at the top feels good, but really accomplishes
nothing unless they are breaking the law.

I *totally* disagree.  As customers, we have the right and *duty* to
complain about any practice a company engages in that we disagree with.
Saying that complaining "feels good but does nothing" is equivalent to
saying, "Shut up and color" in my book.

If you get a bad meal in a restaurant, you complain.

If you buy something from Walmart and it breaks, you return it.

If your NFL team goes 0-8 (as mine has), you boo.

Nothing changes if you sit idly by and say, "Oh, well...that's just the
way it is..."

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Tuesday, November 06, 2007 2:26 PM
To: arslist@ARSLIST.ORG
Subject: Re: OT-Support Question - Whine - Rant - Ignore me!
(UNCLASSIFIED)

The numbers are just guesses.  Don't quote me on the exact difference;
it's not relavant.

You also have to consider the difference in health costs and other
compensation in various countries.  What a health plan in Canada vs US
vs India vs Malaysia, ... varies greatly.  I can guarantee you the
cost of medical coverage in the US is the highest anywhere on the
planet.

>From http://en.wikipedia.org/wiki/Universal_health_care:

Brunei, India, Kuwait, Qatar, UAE, Saudi Arabia, Israel [25] Japan,
Malaysia, New Zealand, South Korea, Seychelles, Sri Lanka[26],
Taiwan[27] and Thailand have universal health care.

India has partial universal health care system run by the local
governments. The "government hospitals", some of which are among the
best hospitals in India[30], provide treatment at taxpayer cost.
Selected drugs are offered free of charge in some hospitals.


The point here is that companies will bend as far as they can to make
money.  Pointing at the guy at the top feels good, but really
accomplishes nothing unless they are breaking the law.  Our economic
system is designed to push companies to strive for lower costs and
higher productivity.  It is what it is.

As for people being taken advantage of overseas, everything is
relative.  What percentage of people in these countries live without
running water, electricity, sanitation...  How much does it cost to
live, relatively well, in such a place.  If you make $10/day and you
can live on $5/day, you're doing pretty good.  If you move from a
place where you have no running water, sanitation, and electricity to
a place where you do, guess how living on $10/day feels.  Would you go
on strike in such a case?  You have to understand that the lifestyle
to which people become accustomed is very different in different parts
of the world.

Back to the point, if we expect to see companies change their
practices, the laws have to change.  The unfortunate side effect of
changes to the law are the unforeseen consequences that follow.  Do
companies start to move their headquarters to other countries to meet
labor demands, stay competitive, ... ?  Do certain countries start to
have a large influx of populations to meet the demand for jobs if they
can no longer move overseas, thus stressing the existing
infrastructure?

It's a tricky question to which no answer will please the majority.

Axton Grams

On Nov 6, 2007 2:43 PM, FRANK, GORDON CTR DISA JSSC
<[EMAIL PROTECTED]> wrote:
> Classification:  UNCLASSIFIED
> Caveats: NONE
>
> I can't believe that other countries are only making $10/day with no
> benefits. The Help Desk reps in India are very skilled and very good
and
> I'm sure they are compensated pretty well. I could be wrong, but what
> happens when this source realizes they have been taken advantage of.
> Where do we go then? Mars??
>
> I think the major complaint is they are hard to understand. They speak
> English, but they tend to speak very rapidly (which is a credit to
their
> speaking ability, because they understand each other and us slowww
> Americans can understand them.) If there are any India listeners out
> there, please have patience with the American culture and language.
>
> I believe there are a few Help Desks in rural America. Has anybody had
> experience with any of these?
>
> Gordon M. Frank
> DISA\Version FNS
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Axton
> Sent: Tuesday, November 06, 2007 2:33 PM
> To: arslist@ARSLIST.ORG
>
> Subject: Re: OT-Support Question - Whine - Rant - Ignore me!
> (UNCLASSIFIED)
>
> To some degree this is true.  In a competitive market, companies will
do
> whatever they can, legally (most of the time), to remain competitive.
> This means that when one company dips to new lows, others will
typically
> follow if it works.  Unfortunately, it doesn't seem to work the other
> way; when companies operate at a higher level, they are eaten by their
> competitors because they can not remain competitive.
>
> This is why we have laws in place to regulate certain types

FW: Crystal report error on Mid-Tier

[Pargeter, Christie]

You can edit the sub report's links your issue might be there.  You can do this 
in 2 places, right click the sub report & select "Change Subreports links..." 
or on the criteria of the embedded subreport.

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Dwayne Martin
Sent: Tuesday, November 06, 2007 11:35 AM
To: arslist@ARSLIST.ORG
Subject: Re: Crystal report error on Mid-Tier

Hi Christie,

I don't understand your question.  I did delete the subfile and re-write it 
from scratch.  It works fine in the User tool.

Dwayne

 Original message 
>Date: Tue, 6 Nov 2007 10:36:44 -0800
>From: "Pargeter, Christie" <[EMAIL PROTECTED]>
>Subject: Re: Crystal report error on Mid-Tier
>To: arslist@ARSLIST.ORG
>
>Have you tried to re-select your sub-query's quals?

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Re: OT-Support Question - Whine - Rant - Ignore me! (UNCLASSIFIED)

[Axton]

The numbers are just guesses.  Don't quote me on the exact difference;
it's not relavant.

You also have to consider the difference in health costs and other
compensation in various countries.  What a health plan in Canada vs US
vs India vs Malaysia, ... varies greatly.  I can guarantee you the
cost of medical coverage in the US is the highest anywhere on the
planet.

>From http://en.wikipedia.org/wiki/Universal_health_care:

Brunei, India, Kuwait, Qatar, UAE, Saudi Arabia, Israel [25] Japan,
Malaysia, New Zealand, South Korea, Seychelles, Sri Lanka[26],
Taiwan[27] and Thailand have universal health care.

India has partial universal health care system run by the local
governments. The "government hospitals", some of which are among the
best hospitals in India[30], provide treatment at taxpayer cost.
Selected drugs are offered free of charge in some hospitals.


The point here is that companies will bend as far as they can to make
money.  Pointing at the guy at the top feels good, but really
accomplishes nothing unless they are breaking the law.  Our economic
system is designed to push companies to strive for lower costs and
higher productivity.  It is what it is.

As for people being taken advantage of overseas, everything is
relative.  What percentage of people in these countries live without
running water, electricity, sanitation...  How much does it cost to
live, relatively well, in such a place.  If you make $10/day and you
can live on $5/day, you're doing pretty good.  If you move from a
place where you have no running water, sanitation, and electricity to
a place where you do, guess how living on $10/day feels.  Would you go
on strike in such a case?  You have to understand that the lifestyle
to which people become accustomed is very different in different parts
of the world.

Back to the point, if we expect to see companies change their
practices, the laws have to change.  The unfortunate side effect of
changes to the law are the unforeseen consequences that follow.  Do
companies start to move their headquarters to other countries to meet
labor demands, stay competitive, ... ?  Do certain countries start to
have a large influx of populations to meet the demand for jobs if they
can no longer move overseas, thus stressing the existing
infrastructure?

It's a tricky question to which no answer will please the majority.

Axton Grams

On Nov 6, 2007 2:43 PM, FRANK, GORDON CTR DISA JSSC
<[EMAIL PROTECTED]> wrote:
> Classification:  UNCLASSIFIED
> Caveats: NONE
>
> I can't believe that other countries are only making $10/day with no
> benefits. The Help Desk reps in India are very skilled and very good and
> I'm sure they are compensated pretty well. I could be wrong, but what
> happens when this source realizes they have been taken advantage of.
> Where do we go then? Mars??
>
> I think the major complaint is they are hard to understand. They speak
> English, but they tend to speak very rapidly (which is a credit to their
> speaking ability, because they understand each other and us slowww
> Americans can understand them.) If there are any India listeners out
> there, please have patience with the American culture and language.
>
> I believe there are a few Help Desks in rural America. Has anybody had
> experience with any of these?
>
> Gordon M. Frank
> DISA\Version FNS
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Axton
> Sent: Tuesday, November 06, 2007 2:33 PM
> To: arslist@ARSLIST.ORG
>
> Subject: Re: OT-Support Question - Whine - Rant - Ignore me!
> (UNCLASSIFIED)
>
> To some degree this is true.  In a competitive market, companies will do
> whatever they can, legally (most of the time), to remain competitive.
> This means that when one company dips to new lows, others will typically
> follow if it works.  Unfortunately, it doesn't seem to work the other
> way; when companies operate at a higher level, they are eaten by their
> competitors because they can not remain competitive.
>
> This is why we have laws in place to regulate certain types of actions
> and practices.  Laws are intended to set the minimum at which entities
> are expected to act.  Sometimes it becomes necessary for the government
> to become involved by either raising or lowering the bar so far as the
> minimum of what is acceptable (legal).
>
> There are arguments on both sides of this dichotomy:
> - there are only so many skilled workers of a given type in a given
> geographical region
> - there are large discrepancies in what is required in terms of
> compensation for different geographical regions (10USD/day vs.
> 10USD/hr)
> - reputation - which takes a long time to build and only a moment to
> destroy (this seems to be undervalued these days, probably because there
> is no way to easily correlate a price tag to it)
> - quality - there are good people on both sides of the pond; practical
> experience, language barriers, time differences, et

Re: OT-Support Question - Whine - Rant - Ignore me! (UNCLASSIFIED)

[Darrell Reading]

They can and do make that sweeping floors in FOB's and COB's in Iraq, no
coding experience needed.


Darrell E Reading II
Contact Center Development 
Wal-Mart
45739
[EMAIL PROTECTED]


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr
OC-ALC/ITMA
Sent: Tuesday, November 06, 2007 14:13
To: arslist@ARSLIST.ORG
Subject: Re: OT-Support Question - Whine - Rant - Ignore me!
(UNCLASSIFIED)

10,000/yr in India probably is not that bad of a salary, especially if
you look at the alternatives for that region.

Thanks,


Gary Opela, Jr

Sr. Remedy Developer

Leader Communications, Inc.

405 736 3211


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: Tuesday, November 06, 2007 1:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: OT-Support Question - Whine - Rant - Ignore me!
(UNCLASSIFIED)

$10 a day is an exaggeration, but not by much.  The average IT worker in
India in 2006 made only $9,898 a YEAR! Don't believe it? See for
yourself:

http://www.informationweek.com/blog/main/archives/2006/08/us_ranks_a_mid
d.html

What will they do when they realize they're being taken advantage of?
NOTHING! Why? Because they have no recourse because there is a terrible
surplus of labor in India, Pakistan, and China.  So some IT workers in
India catch on that they're getting exploited.  They strike.  Guess
what? They're fired.  There are 1.1 *BILLION* people in India and
they're easily replaced.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of FRANK, GORDON CTR DISA JSSC
Sent: Tuesday, November 06, 2007 1:44 PM
To: arslist@ARSLIST.ORG
Subject: Re: OT-Support Question - Whine - Rant - Ignore me!
(UNCLASSIFIED)

Classification:  UNCLASSIFIED 
Caveats: NONE

I can't believe that other countries are only making $10/day with no
benefits. The Help Desk reps in India are very skilled and very good and
I'm sure they are compensated pretty well. I could be wrong, but what
happens when this source realizes they have been taken advantage of.
Where do we go then? Mars??

I think the major complaint is they are hard to understand. They speak
English, but they tend to speak very rapidly (which is a credit to their
speaking ability, because they understand each other and us slowww
Americans can understand them.) If there are any India listeners out
there, please have patience with the American culture and language.

I believe there are a few Help Desks in rural America. Has anybody had
experience with any of these?

Gordon M. Frank
DISA\Version FNS


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Tuesday, November 06, 2007 2:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: OT-Support Question - Whine - Rant - Ignore me!
(UNCLASSIFIED)

To some degree this is true.  In a competitive market, companies will do
whatever they can, legally (most of the time), to remain competitive.
This means that when one company dips to new lows, others will typically
follow if it works.  Unfortunately, it doesn't seem to work the other
way; when companies operate at a higher level, they are eaten by their
competitors because they can not remain competitive.

This is why we have laws in place to regulate certain types of actions
and practices.  Laws are intended to set the minimum at which entities
are expected to act.  Sometimes it becomes necessary for the government
to become involved by either raising or lowering the bar so far as the
minimum of what is acceptable (legal).

There are arguments on both sides of this dichotomy:
- there are only so many skilled workers of a given type in a given
geographical region
- there are large discrepancies in what is required in terms of
compensation for different geographical regions (10USD/day vs.
10USD/hr)
- reputation - which takes a long time to build and only a moment to
destroy (this seems to be undervalued these days, probably because there
is no way to easily correlate a price tag to it)
- quality - there are good people on both sides of the pond; practical
experience, language barriers, time differences, etc. tend to be impact
people's perception of quality

Axton Grams

On Nov 6, 2007 2:03 PM, Kaiser Norm E CIV USAF 96 CS/SCCE
<[EMAIL PROTECTED]> wrote:
> >It sounds harsh, but BMC doesn't appear to be willing to pay the
> price-tag associated with treating their support helpdesk people the 
> way they, themselves expect to be treated in their own country.
> Overseas manpower is cheap for a reason.
>
> It's not harsh at all.  Outsourcing jobs from Europe and the US to 
> places like India and the Philippines is, quite simply, the new form 
> of serfdom.  I don't care who does it--it's just an under-the-table 
> trick to avoid having to abide by modern fair labor laws.  You know, 

Re: ITSM 7.0 - Patch 6

[strauss]

I would NEVER suggest that any documentation produced by BMC could be 
characterized as "complete."

A more accurate representation might be similar to that applied to OS X 10.5 
over the past week by the trade press: "...has more holes than spots" ;-)

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

> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Jarl Grøneng
> Sent: Tuesday, November 06, 2007 2:01 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: ITSM 7.0 - Patch 6
> 
> Christopher,
> 
> Not all defects are listed in the patch release. Got this 
> answer from support when asking for a defect:
> 
> "Please note that not all fixes are documented in the readme."
> 
> --
> Jarl
> 
> 
> On Nov 6, 2007 8:27 PM, strauss <[EMAIL PROTECTED]> wrote:
> > I don't see any of those defects listed as fixed in the Patch 006 
> > Release Notes.  They did fix one that I had encountered - 
> SW00250007; 
> > I hit it in September, but it was already a known defect by 
> then, just 
> > like SW00252898 which I hit in March and they fixed in Patch 004.  
> > There is a significant lag time (months) between when a defect is 
> > accepted and when it is fixed in a patch.
> >
> > This is how they told me to search for these:
> >
> > For your convenience, you can monitor the status of your defect by 
> > logging into the support website and then follow these instructions:
> >
> > * Select - View/Update under Issue Management
> >
> > * Select - Defect/RFE/CAR tab
> >
> > * Select - Search
> >
> > Christopher Strauss, Ph.D.
> > Remedy Database Administrator
> > University of North Texas Computing Center http://itsm.unt.edu/
> >
> > > -Original Message-
> > > From: Action Request System discussion list(ARSList) 
> > > [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
> > > Sent: Tuesday, November 06, 2007 12:44 PM
> > > To: arslist@ARSLIST.ORG
> > > Subject: OT: ITSM 7.0 - Patch 6
> > >
> > > I don't understand Remedy - I have run into issues with 
> Incident and 
> > > have reported them to Remedy.
> > >
> > > Remedy has identified them as known errors 
> > > (SW00249109,SW00262080,SW00263933).
> > > I can not find these on their support web site.
> > >
> > > I'm told that Patch 6 will fix these issues.  However, 
> i'm also told 
> > > they don't know nor do they have any documentation as to WHAT 
> > > workflow they touch / update.
> > >
> > > This I don't understand - there are alot of people who customize 
> > > ITSM 7 to match their needs and if Remedy has identified a bug / 
> > > defect and they have a fix for it, then they should be able to 
> > > provide a list of WHAT workflow they are updating / changing.
> > >
> > > This is frustrating.
> > >
> > > T.
> > >
> > > __
> > > _
> > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
> Platinum 
> > > Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> > >
> > >
> >
> > 
> __
> > _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
> > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> >
> 
> __
> _
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> 
> 

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Re: OT-Support Question - Whine - Rant - Ignore me!

[Jarl Grøneng]

Seems I'm the only one that think the support has been better since
they moved support to India. I also think most of the european does
not see any language barries, since both does not have the same first
language. But it also seems that BMC support has got better tools to
retreive information from the rest of the organisation.

After the Userworld I have got some contacts with the engineers (Bob
rememberd me from RUG in Sorrento some years ago), and if support does
not do their job, the engineers will get the core dump files in their
mailboxes :-)

--
Jarl



On Nov 6, 2007 6:51 PM, T. Dee <[EMAIL PROTECTED]> wrote:
> I find the hardest thing with support is the language barrier.  The support
> staff are very nice, but the language barrier does make it difficult.
>
> Don't know why Remedy had to outsource.
>
>
>
> -
> Does anyone find it as annoying as I do that when you submit a ticket to
> Support, you almost always get a request back that asks these questions?
>
>  What Remedy products are you using?  Version and patch 
> levels?
>  What is your system environment, OS, DB, etc,?
>
>
> When you submit a ticket, you select the server and along with it what is
> installed on it.  How hard it is for them to look??  Granted, I normally think
> ahead and put it in my ticket.  This time I didn't.
> Grrr.
>
> ARS 6.3 Patch 18
> HD 6.0
> Oracle 10 w/9 libraries
> Oracle lives on a remote server
> Windows 2003 4 gig on app server and 8 gig on DB server
>
>
> Claire Sanford
> Information Systems Division
> Memorial Hermann Healthcare System
> Phone: 713 448 6035
> [EMAIL PROTECTED]
>
> ___
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> www.rmsportal.com ARSlist: "Where the Answers Are"
>
> ___
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>

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Re: OT-Support Question - Whine - Rant - Ignore me! (UNCLASSIFIED)

[Opela, Gary L Contr OC-ALC/ITMA]

10,000/yr in India probably is not that bad of a salary, especially if
you look at the alternatives for that region.

Thanks,


Gary Opela, Jr

Sr. Remedy Developer

Leader Communications, Inc.

405 736 3211


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: Tuesday, November 06, 2007 1:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: OT-Support Question - Whine - Rant - Ignore me!
(UNCLASSIFIED)

$10 a day is an exaggeration, but not by much.  The average IT worker in
India in 2006 made only $9,898 a YEAR! Don't believe it? See for
yourself:

http://www.informationweek.com/blog/main/archives/2006/08/us_ranks_a_mid
d.html

What will they do when they realize they're being taken advantage of?
NOTHING! Why? Because they have no recourse because there is a terrible
surplus of labor in India, Pakistan, and China.  So some IT workers in
India catch on that they're getting exploited.  They strike.  Guess
what? They're fired.  There are 1.1 *BILLION* people in India and
they're easily replaced.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of FRANK, GORDON CTR DISA JSSC
Sent: Tuesday, November 06, 2007 1:44 PM
To: arslist@ARSLIST.ORG
Subject: Re: OT-Support Question - Whine - Rant - Ignore me!
(UNCLASSIFIED)

Classification:  UNCLASSIFIED 
Caveats: NONE

I can't believe that other countries are only making $10/day with no
benefits. The Help Desk reps in India are very skilled and very good and
I'm sure they are compensated pretty well. I could be wrong, but what
happens when this source realizes they have been taken advantage of.
Where do we go then? Mars??

I think the major complaint is they are hard to understand. They speak
English, but they tend to speak very rapidly (which is a credit to their
speaking ability, because they understand each other and us slowww
Americans can understand them.) If there are any India listeners out
there, please have patience with the American culture and language.

I believe there are a few Help Desks in rural America. Has anybody had
experience with any of these?

Gordon M. Frank
DISA\Version FNS


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Tuesday, November 06, 2007 2:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: OT-Support Question - Whine - Rant - Ignore me!
(UNCLASSIFIED)

To some degree this is true.  In a competitive market, companies will do
whatever they can, legally (most of the time), to remain competitive.
This means that when one company dips to new lows, others will typically
follow if it works.  Unfortunately, it doesn't seem to work the other
way; when companies operate at a higher level, they are eaten by their
competitors because they can not remain competitive.

This is why we have laws in place to regulate certain types of actions
and practices.  Laws are intended to set the minimum at which entities
are expected to act.  Sometimes it becomes necessary for the government
to become involved by either raising or lowering the bar so far as the
minimum of what is acceptable (legal).

There are arguments on both sides of this dichotomy:
- there are only so many skilled workers of a given type in a given
geographical region
- there are large discrepancies in what is required in terms of
compensation for different geographical regions (10USD/day vs.
10USD/hr)
- reputation - which takes a long time to build and only a moment to
destroy (this seems to be undervalued these days, probably because there
is no way to easily correlate a price tag to it)
- quality - there are good people on both sides of the pond; practical
experience, language barriers, time differences, etc. tend to be impact
people's perception of quality

Axton Grams

On Nov 6, 2007 2:03 PM, Kaiser Norm E CIV USAF 96 CS/SCCE
<[EMAIL PROTECTED]> wrote:
> >It sounds harsh, but BMC doesn't appear to be willing to pay the
> price-tag associated with treating their support helpdesk people the 
> way they, themselves expect to be treated in their own country.
> Overseas manpower is cheap for a reason.
>
> It's not harsh at all.  Outsourcing jobs from Europe and the US to 
> places like India and the Philippines is, quite simply, the new form 
> of serfdom.  I don't care who does it--it's just an under-the-table 
> trick to avoid having to abide by modern fair labor laws.  You know, 
> the ones about minimum wage, workman's comp, safe workplaces, etc.
>
> >Given how niche of a market Remedy is ... for how incredibly large 
> >the
> price-tag for Remedy ... for how pricey SUPPORT, ITSELF IS (which is 
> separate from the actual licensing) ... I simply can't believe that 
> there isn't the profit margin to afford to hire quality, native 
> English language support inside the US or EU.
>
> Of course they can afford it! They simply choose not to.  By 
> 

Full time Remedy Developer position in Alpharetta GA

[Covert, Jack]

Hello everybody...  I have a position available for a full time Remedy
developer.  Below are the attributes I'm looking for, the position is
located in Alpharetta GA.  Please, no head hunters...

 

Very well versed in Remedy ITSM (including CMDB) 7.  You should know how
to use the application from a user and administrator perspective.  You
should also know how things function in the back end.

 

Must be able to do advanced design and development.  Experience with web
services, relational databases, XML, EIE, and ARSPerl are needed.

 

Probably the most important attribute that we're looking for
personality.  Looking for an easy going guy that loves Remedy.  Cool
with doing designs even though you may not have the best set of
documentation around requirements (or any).  Cool with shutting yourself
in for a week to bang some code out.  Good communication skills are
really important as well, our customers and team are spread all over the
country.

 

Is this you?  If so, please shoot me over a quick email telling me about
yourself, what projects you've been working on in what capacity, etc.
Hope to hear from you soon!!!

 

Jack Covert

 

Corporate IT

Enterprise Systems Management

Remedy Support Team

 

 

Remedy Support Team Home Page

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

 


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Re: OT-Support Question - Whine - Rant - Ignore me! (UNCLASSIFIED)

[Gatewood Kelly]

Ladies and Gentlemen,

I often write in support of BMC's support team.  I find that I receive
exceptional support from BMC.  I know that I have generally received a
different support experience than most, but the truth is that you get
what you pay for.  I have worked in the IT industry for many years and
find that BMC's support model is not that different from any other IT
vendor.  The customers who want higher levels of service pay a premium
for them.  If you cannot afford or otherwise choose not to obtain these
higher levels of service you get the basics.  One fact that is often
overlooked is that BMC has many open positions in support and has a hard
filling them.  If a company cannot fill these types of positions, do you
blame them for taking the work to areas of the world which are yearning
for high tech opportunities?

My support engineer is from India.  He not only speaks English well, but
he probably speaks it better than most of the people in the US.  He has
a great customer support focus and exceeds our expectations at every
turn.  To get this service we pay extra and it is worth every penny. 

At the end of the day, I find that BMC as a whole seems to have people
which care about its customers and is constantly trying to do things to
make our experiences better.  This last week I have had direct access to
people who make decisions at BMC and they spent countless hours
listening to me ramble on about my petty problems.  When was the last
time an executive from Microsoft has given you that audience or cared
about your problems?

The thing that I think makes BMC stand out is their people.  The tools
are pretty good as well.


Kelly
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Tuesday, November 06, 2007 13:33
To: arslist@ARSLIST.ORG
Subject: Re: OT-Support Question - Whine - Rant - Ignore me!
(UNCLASSIFIED)

To some degree this is true.  In a competitive market, companies will do
whatever they can, legally (most of the time), to remain competitive.
This means that when one company dips to new lows, others will typically
follow if it works.  Unfortunately, it doesn't seem to work the other
way; when companies operate at a higher level, they are eaten by their
competitors because they can not remain competitive.

This is why we have laws in place to regulate certain types of actions
and practices.  Laws are intended to set the minimum at which entities
are expected to act.  Sometimes it becomes necessary for the government
to become involved by either raising or lowering the bar so far as the
minimum of what is acceptable (legal).

There are arguments on both sides of this dichotomy:
- there are only so many skilled workers of a given type in a given
geographical region
- there are large discrepancies in what is required in terms of
compensation for different geographical regions (10USD/day vs.
10USD/hr)
- reputation - which takes a long time to build and only a moment to
destroy (this seems to be undervalued these days, probably because there
is no way to easily correlate a price tag to it)
- quality - there are good people on both sides of the pond; practical
experience, language barriers, time differences, etc. tend to be impact
people's perception of quality

Axton Grams

On Nov 6, 2007 2:03 PM, Kaiser Norm E CIV USAF 96 CS/SCCE
<[EMAIL PROTECTED]> wrote:
> >It sounds harsh, but BMC doesn't appear to be willing to pay the
> price-tag associated with treating their support helpdesk people the 
> way they, themselves expect to be treated in their own country.
> Overseas manpower is cheap for a reason.
>
> It's not harsh at all.  Outsourcing jobs from Europe and the US to 
> places like India and the Philippines is, quite simply, the new form 
> of serfdom.  I don't care who does it--it's just an under-the-table 
> trick to avoid having to abide by modern fair labor laws.  You know, 
> the ones about minimum wage, workman's comp, safe workplaces, etc.
>
> >Given how niche of a market Remedy is ... for how incredibly large 
> >the
> price-tag for Remedy ... for how pricey SUPPORT, ITSELF IS (which is 
> separate from the actual licensing) ... I simply can't believe that 
> there isn't the profit margin to afford to hire quality, native 
> English language support inside the US or EU.
>
> Of course they can afford it! They simply choose not to.  By 
> outsourcing, you increase company profits in the short-term.  That 
> drives the stock price up (temporarily) and allows top executives to 
> qualify for their annual performance bonuses.
>
> Do I sound cynical? Maybe.  But I guarantee you this is true.
>
> __
> _
>
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> Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
>


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Re: ITSM 7.0 - Patch 6

[Jarl Grøneng]

Christopher,

Not all defects are listed in the patch release. Got this answer from
support when asking for a defect:

"Please note that not all fixes are documented in the readme."

--
Jarl


On Nov 6, 2007 8:27 PM, strauss <[EMAIL PROTECTED]> wrote:
> I don't see any of those defects listed as fixed in the Patch 006
> Release Notes.  They did fix one that I had encountered - SW00250007; I
> hit it in September, but it was already a known defect by then, just
> like SW00252898 which I hit in March and they fixed in Patch 004.  There
> is a significant lag time (months) between when a defect is accepted and
> when it is fixed in a patch.
>
> This is how they told me to search for these:
>
> For your convenience, you can monitor the status of your defect by
> logging into the support website and then follow these instructions:
>
> * Select - View/Update under Issue Management
>
> * Select - Defect/RFE/CAR tab
>
> * Select - Search
>
> Christopher Strauss, Ph.D.
> Remedy Database Administrator
> University of North Texas Computing Center
> http://itsm.unt.edu/
>
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
> > [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
> > Sent: Tuesday, November 06, 2007 12:44 PM
> > To: arslist@ARSLIST.ORG
> > Subject: OT: ITSM 7.0 - Patch 6
> >
> > I don't understand Remedy - I have run into issues with
> > Incident and have reported them to Remedy.
> >
> > Remedy has identified them as known errors
> > (SW00249109,SW00262080,SW00263933).
> > I can not find these on their support web site.
> >
> > I'm told that Patch 6 will fix these issues.  However, i'm
> > also told they don't know nor do they have any documentation
> > as to WHAT workflow they touch / update.
> >
> > This I don't understand - there are alot of people who
> > customize ITSM 7 to match their needs and if Remedy has
> > identified a bug / defect and they have a fix for it, then
> > they should be able to provide a list of WHAT workflow they
> > are updating / changing.
> >
> > This is frustrating.
> >
> > T.
> >
> > __
> > _
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> > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> >
> >
>
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Re: OT-Support Question - Whine - Rant - Ignore me! (UNCLASSIFIED)

[Kaiser Norm E CIV USAF 96 CS/SCCE]

$10 a day is an exaggeration, but not by much.  The average IT worker in
India in 2006 made only $9,898 a YEAR! Don't believe it? See for
yourself:

http://www.informationweek.com/blog/main/archives/2006/08/us_ranks_a_mid
d.html

What will they do when they realize they're being taken advantage of?
NOTHING! Why? Because they have no recourse because there is a terrible
surplus of labor in India, Pakistan, and China.  So some IT workers in
India catch on that they're getting exploited.  They strike.  Guess
what? They're fired.  There are 1.1 *BILLION* people in India and
they're easily replaced.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of FRANK, GORDON CTR DISA JSSC
Sent: Tuesday, November 06, 2007 1:44 PM
To: arslist@ARSLIST.ORG
Subject: Re: OT-Support Question - Whine - Rant - Ignore me!
(UNCLASSIFIED)

Classification:  UNCLASSIFIED 
Caveats: NONE

I can't believe that other countries are only making $10/day with no
benefits. The Help Desk reps in India are very skilled and very good and
I'm sure they are compensated pretty well. I could be wrong, but what
happens when this source realizes they have been taken advantage of.
Where do we go then? Mars??

I think the major complaint is they are hard to understand. They speak
English, but they tend to speak very rapidly (which is a credit to their
speaking ability, because they understand each other and us slowww
Americans can understand them.) If there are any India listeners out
there, please have patience with the American culture and language.

I believe there are a few Help Desks in rural America. Has anybody had
experience with any of these?

Gordon M. Frank
DISA\Version FNS


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Tuesday, November 06, 2007 2:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: OT-Support Question - Whine - Rant - Ignore me!
(UNCLASSIFIED)

To some degree this is true.  In a competitive market, companies will do
whatever they can, legally (most of the time), to remain competitive.
This means that when one company dips to new lows, others will typically
follow if it works.  Unfortunately, it doesn't seem to work the other
way; when companies operate at a higher level, they are eaten by their
competitors because they can not remain competitive.

This is why we have laws in place to regulate certain types of actions
and practices.  Laws are intended to set the minimum at which entities
are expected to act.  Sometimes it becomes necessary for the government
to become involved by either raising or lowering the bar so far as the
minimum of what is acceptable (legal).

There are arguments on both sides of this dichotomy:
- there are only so many skilled workers of a given type in a given
geographical region
- there are large discrepancies in what is required in terms of
compensation for different geographical regions (10USD/day vs.
10USD/hr)
- reputation - which takes a long time to build and only a moment to
destroy (this seems to be undervalued these days, probably because there
is no way to easily correlate a price tag to it)
- quality - there are good people on both sides of the pond; practical
experience, language barriers, time differences, etc. tend to be impact
people's perception of quality

Axton Grams

On Nov 6, 2007 2:03 PM, Kaiser Norm E CIV USAF 96 CS/SCCE
<[EMAIL PROTECTED]> wrote:
> >It sounds harsh, but BMC doesn't appear to be willing to pay the
> price-tag associated with treating their support helpdesk people the 
> way they, themselves expect to be treated in their own country.
> Overseas manpower is cheap for a reason.
>
> It's not harsh at all.  Outsourcing jobs from Europe and the US to 
> places like India and the Philippines is, quite simply, the new form 
> of serfdom.  I don't care who does it--it's just an under-the-table 
> trick to avoid having to abide by modern fair labor laws.  You know, 
> the ones about minimum wage, workman's comp, safe workplaces, etc.
>
> >Given how niche of a market Remedy is ... for how incredibly large 
> >the
> price-tag for Remedy ... for how pricey SUPPORT, ITSELF IS (which is 
> separate from the actual licensing) ... I simply can't believe that 
> there isn't the profit margin to afford to hire quality, native 
> English language support inside the US or EU.
>
> Of course they can afford it! They simply choose not to.  By 
> outsourcing, you increase company profits in the short-term.  That 
> drives the stock price up (temporarily) and allows top executives to 
> qualify for their annual performance bonuses.
>
> Do I sound cynical? Maybe.  But I guarantee you this is true.
>
> __
> _
>
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum 
> Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
>

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Outer Join

[Wheeler, Dylan]

Does a join form disregard the join criteria if it's an outer join and
the secondary form doesn't have a matching primary form record?
I know I can't use = in the criteria but on a join I have between two
forms I use the qualification of
( $Status$ !=  "Scrap" ) AND ( 'Request ID' = $Request ID$)
 
It's showing all the records though, scrap or not.
I need it to be an outer join because the secondary form doesn't have an
entry for each primary form record.
 
Maybe I'm going about it wrong? Or am I running into another join
inadequacy like I had with distinct records? heh
- 

Dylan Wheeler
Production Control Analyst Principal 
IT Operations 
Downey Savings & Loan Association, F.A. 
Email: [EMAIL PROTECTED]   

This message and any attachments are for the intended recipient(s) only
and may contain privileged, confidential and/or proprietary information
about Downey Savings or its customers, which Downey Savings does not
intend to disclose to the public. If you received this message by
mistake, please notify the sender by reply e-mail and delete the message
and attachments.

 

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Re: OT-Support Question - Whine - Rant - Ignore me!

[T. Dee]

The support staff are nice and you are right we all have to refer to the
manuals.  All I was saying is that the language barrier makes it difficult. 

I'm not so concerned about who the support staff are or where they are 
located,

however, if I have trouble understanding the support person this does make it
more difficult. 

T. 


Quoting Rahul AR User <[EMAIL PROTECTED]>:


Respected Sir,

As they say, live and let others live, you are happy with your job let them
also earn some money. For me, the support has been able to answer all my
queries, though for most of the time it is delayed, thanx to lord that I
never raised any ticket for my production server. 


I also fail to understand the knowledge difference between us and the
support people as both of us have to refer to the manuals and RKM, but
atleast we get the resolution. 


I got three support feedback survey till date and one I have marked as
satisfactory and rest two not satisfactory. Lets see if we have any
improvement??


On 11/6/07, T. Dee <[EMAIL PROTECTED]> wrote:


I find the hardest thing with support is the language barrier.  The
support
staff are very nice, but the language barrier does make it difficult. 

Don't know why Remedy had to outsource. 




-
Does anyone find it as annoying as I do that when you submit a ticket to
Support, you almost always get a request back that asks these questions?

What Remedy products are you using?  Version and patch
levels?
What is your system environment, OS, DB, etc,?


When you submit a ticket, you select the server and along with it what is
installed on it.  How hard it is for them to look??  Granted, I normally
think
ahead and put it in my ticket.  This time I didn't. 
Grrr. 


ARS 6.3 Patch 18
HD 6.0
Oracle 10 w/9 libraries
Oracle lives on a remote server
Windows 2003 4 gig on app server and 8 gig on DB server


Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
Phone: 713 448 6035
[EMAIL PROTECTED]


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--
Regards
Rahul

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Question: ITSM 7.0 - Incident - Reopen Date

[T. Dee]

I'm wondering if anyone has encountered this issue - I have a resolved Incident
that I reopen, but the reopen date is not being set. 

I can't find any known issues on this. 

Thanks!

T. 

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Re: ITSM 7.0 - Patch 6

[T. Dee]

Thanks Christopher. 


I still don't understand how they can release a patch / fix and not know what
workflow they are fixing - this is going to make alot more work for me. 


Ty


Quoting strauss <[EMAIL PROTECTED]>:


I don't see any of those defects listed as fixed in the Patch 006
Release Notes.  They did fix one that I had encountered - SW00250007; I
hit it in September, but it was already a known defect by then, just
like SW00252898 which I hit in March and they fixed in Patch 004.  There
is a significant lag time (months) between when a defect is accepted and
when it is fixed in a patch. 


This is how they told me to search for these:

For your convenience, you can monitor the status of your defect by
logging into the support website and then follow these instructions:

* Select - View/Update under Issue Management

* Select - Defect/RFE/CAR tab

* Select - Search

Christopher Strauss, Ph.D. 
Remedy Database Administrator

University of North Texas Computing Center
http://itsm.unt.edu/


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: Tuesday, November 06, 2007 12:44 PM
To: arslist@ARSLIST.ORG
Subject: OT: ITSM 7.0 - Patch 6

I don't understand Remedy - I have run into issues with
Incident and have reported them to Remedy. 


Remedy has identified them as known errors
(SW00249109,SW00262080,SW00263933). 
I can not find these on their support web site. 


I'm told that Patch 6 will fix these issues.  However, i'm
also told they don't know nor do they have any documentation
as to WHAT workflow they touch / update. 


This I don't understand - there are alot of people who
customize ITSM 7 to match their needs and if Remedy has
identified a bug / defect and they have a fix for it, then
they should be able to provide a list of WHAT workflow they
are updating / changing. 

This is frustrating. 

T. 


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Re: OT-Support Question - Whine - Rant - Ignore me! (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

I can't believe that other countries are only making $10/day with no
benefits. The Help Desk reps in India are very skilled and very good and
I'm sure they are compensated pretty well. I could be wrong, but what
happens when this source realizes they have been taken advantage of.
Where do we go then? Mars??

I think the major complaint is they are hard to understand. They speak
English, but they tend to speak very rapidly (which is a credit to their
speaking ability, because they understand each other and us slowww
Americans can understand them.) If there are any India listeners out
there, please have patience with the American culture and language.

I believe there are a few Help Desks in rural America. Has anybody had
experience with any of these?

Gordon M. Frank
DISA\Version FNS


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Tuesday, November 06, 2007 2:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: OT-Support Question - Whine - Rant - Ignore me!
(UNCLASSIFIED)

To some degree this is true.  In a competitive market, companies will do
whatever they can, legally (most of the time), to remain competitive.
This means that when one company dips to new lows, others will typically
follow if it works.  Unfortunately, it doesn't seem to work the other
way; when companies operate at a higher level, they are eaten by their
competitors because they can not remain competitive.

This is why we have laws in place to regulate certain types of actions
and practices.  Laws are intended to set the minimum at which entities
are expected to act.  Sometimes it becomes necessary for the government
to become involved by either raising or lowering the bar so far as the
minimum of what is acceptable (legal).

There are arguments on both sides of this dichotomy:
- there are only so many skilled workers of a given type in a given
geographical region
- there are large discrepancies in what is required in terms of
compensation for different geographical regions (10USD/day vs.
10USD/hr)
- reputation - which takes a long time to build and only a moment to
destroy (this seems to be undervalued these days, probably because there
is no way to easily correlate a price tag to it)
- quality - there are good people on both sides of the pond; practical
experience, language barriers, time differences, etc. tend to be impact
people's perception of quality

Axton Grams

On Nov 6, 2007 2:03 PM, Kaiser Norm E CIV USAF 96 CS/SCCE
<[EMAIL PROTECTED]> wrote:
> >It sounds harsh, but BMC doesn't appear to be willing to pay the
> price-tag associated with treating their support helpdesk people the 
> way they, themselves expect to be treated in their own country.
> Overseas manpower is cheap for a reason.
>
> It's not harsh at all.  Outsourcing jobs from Europe and the US to 
> places like India and the Philippines is, quite simply, the new form 
> of serfdom.  I don't care who does it--it's just an under-the-table 
> trick to avoid having to abide by modern fair labor laws.  You know, 
> the ones about minimum wage, workman's comp, safe workplaces, etc.
>
> >Given how niche of a market Remedy is ... for how incredibly large 
> >the
> price-tag for Remedy ... for how pricey SUPPORT, ITSELF IS (which is 
> separate from the actual licensing) ... I simply can't believe that 
> there isn't the profit margin to afford to hire quality, native 
> English language support inside the US or EU.
>
> Of course they can afford it! They simply choose not to.  By 
> outsourcing, you increase company profits in the short-term.  That 
> drives the stock price up (temporarily) and allows top executives to 
> qualify for their annual performance bonuses.
>
> Do I sound cynical? Maybe.  But I guarantee you this is true.
>
> __
> _
>
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum 
> Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
>


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Classification:  UNCLASSIFIED 
Caveats: NONE

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Re: Crystal report error on Mid-Tier

[Dwayne Martin]

Hi Christie,

I don't understand your question.  I did delete the subfile and re-write it 
from scratch.  It works fine in the User tool.

Dwayne

 Original message 
>Date: Tue, 6 Nov 2007 10:36:44 -0800
>From: "Pargeter, Christie" <[EMAIL PROTECTED]>  
>Subject: Re: Crystal report error on Mid-Tier  
>To: arslist@ARSLIST.ORG
>
>Have you tried to re-select your sub-query's quals?
>
>-Original Message-
>From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
>On Behalf Of Dwayne Martin
>Sent: Tuesday, November 06, 2007 10:16 AM
>To: arslist@ARSLIST.ORG
>Subject: Re: Crystal report error on Mid-Tier
>
>No, the only qualification is:
>
> 'PIQ ID' = $PIQ ID$
>
>("PIQ ID" is field 1.)
>
>Dwayne
>
> Original message 
>>Date: Tue, 6 Nov 2007 10:11:18 -0800
>>From: "[EMAIL PROTECTED]" <[EMAIL PROTECTED]>
>>Subject: Re: Crystal report error on Mid-Tier
>>To: arslist@ARSLIST.ORG
>>
>>   **
>>   Does your active link contain a Qualification with
>>   datetime references?
>>
>>   - Original Message 
>>   From: Dwayne Martin <[EMAIL PROTECTED]>
>>   To: arslist@ARSLIST.ORG
>>   Sent: Monday, November 5, 2007 1:40:23 PM
>>   Subject: Crystal report error on Mid-Tier
>>
>>   Hello everyone,
>>
>>   We have a Crystal Report stored in Report form,
>>   launched by an active link.
>>
>>   It displays find in the User tool, but on Mid-Tier
>>   we get:
>>
>>   --
>>   Error encountered by Crystal PageServer
>>
>>   The error message returned is:
>>   Error in formula . '{IT_Resource.Associated
>>   PIQ/Request} = {?Pm-IT_PIQ.PIQ_ID}' This field name
>>   is not known.. File ITPIQ3.rpt. [On Cache/Page
>>   Server: REMEDY.pageserver]
>>   --
>>
>>   I rebuilt the sub-report from scratch, but still get
>>   the same error.
>>
>>   Other Crystal Reports display OK on Mid-Tier.
>>
>>   Any ideas?
>>
>>   (Mid-Tier 6.3, ARS 7.1, RH Linux server, Oracle 9.2
>>   db)
>>
>>   Dwayne Martin
>>   James Madison University
>>
>>   
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Re: OT-Support Question - Whine - Rant - Ignore me!

[Rahul AR User]

Respected Sir,

As they say, live and let others live, you are happy with your job let them
also earn some money. For me, the support has been able to answer all my
queries, though for most of the time it is delayed, thanx to lord that I
never raised any ticket for my production server.

I also fail to understand the knowledge difference between us and the
support people as both of us have to refer to the manuals and RKM, but
atleast we get the resolution.

I got three support feedback survey till date and one I have marked as
satisfactory and rest two not satisfactory. Lets see if we have any
improvement??


On 11/6/07, T. Dee <[EMAIL PROTECTED]> wrote:
>
> I find the hardest thing with support is the language barrier.  The
> support
> staff are very nice, but the language barrier does make it difficult.
>
> Don't know why Remedy had to outsource.
>
>
>
> -
> Does anyone find it as annoying as I do that when you submit a ticket to
> Support, you almost always get a request back that asks these questions?
>
> What Remedy products are you using?  Version and patch
> levels?
> What is your system environment, OS, DB, etc,?
>
>
> When you submit a ticket, you select the server and along with it what is
> installed on it.  How hard it is for them to look??  Granted, I normally
> think
> ahead and put it in my ticket.  This time I didn't.
> Grrr.
>
> ARS 6.3 Patch 18
> HD 6.0
> Oracle 10 w/9 libraries
> Oracle lives on a remote server
> Windows 2003 4 gig on app server and 8 gig on DB server
>
>
> Claire Sanford
> Information Systems Division
> Memorial Hermann Healthcare System
> Phone: 713 448 6035
> [EMAIL PROTECTED]
>
>
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-- 
Regards
Rahul

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Re: OT-Support Question - Whine - Rant - Ignore me! (UNCLASSIFIED)

[Axton]

To some degree this is true.  In a competitive market, companies will
do whatever they can, legally (most of the time), to remain
competitive.  This means that when one company dips to new lows,
others will typically follow if it works.  Unfortunately, it doesn't
seem to work the other way; when companies operate at a higher level,
they are eaten by their competitors because they can not remain
competitive.

This is why we have laws in place to regulate certain types of actions
and practices.  Laws are intended to set the minimum at which entities
are expected to act.  Sometimes it becomes necessary for the
government to become involved by either raising or lowering the bar so
far as the minimum of what is acceptable (legal).

There are arguments on both sides of this dichotomy:
- there are only so many skilled workers of a given type in a given
geographical region
- there are large discrepancies in what is required in terms of
compensation for different geographical regions (10USD/day vs.
10USD/hr)
- reputation - which takes a long time to build and only a moment to
destroy (this seems to be undervalued these days, probably because
there is no way to easily correlate a price tag to it)
- quality - there are good people on both sides of the pond; practical
experience, language barriers, time differences, etc. tend to be
impact people's perception of quality

Axton Grams

On Nov 6, 2007 2:03 PM, Kaiser Norm E CIV USAF 96 CS/SCCE
<[EMAIL PROTECTED]> wrote:
> >It sounds harsh, but BMC doesn't appear to be willing to pay the
> price-tag associated with treating their support helpdesk people the way
> they, themselves expect to be treated in their own country.
> Overseas manpower is cheap for a reason.
>
> It's not harsh at all.  Outsourcing jobs from Europe and the US to
> places like India and the Philippines is, quite simply, the new form of
> serfdom.  I don't care who does it--it's just an under-the-table trick
> to avoid having to abide by modern fair labor laws.  You know, the ones
> about minimum wage, workman's comp, safe workplaces, etc.
>
> >Given how niche of a market Remedy is ... for how incredibly large the
> price-tag for Remedy ... for how pricey SUPPORT, ITSELF IS (which is
> separate from the actual licensing) ... I simply can't believe that
> there isn't the profit margin to afford to hire quality, native English
> language support inside the US or EU.
>
> Of course they can afford it! They simply choose not to.  By
> outsourcing, you increase company profits in the short-term.  That
> drives the stock price up (temporarily) and allows top executives to
> qualify for their annual performance bonuses.
>
> Do I sound cynical? Maybe.  But I guarantee you this is true.
>
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>
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Re: ITSM 7.0 - Patch 6

[strauss]

I don't see any of those defects listed as fixed in the Patch 006
Release Notes.  They did fix one that I had encountered - SW00250007; I
hit it in September, but it was already a known defect by then, just
like SW00252898 which I hit in March and they fixed in Patch 004.  There
is a significant lag time (months) between when a defect is accepted and
when it is fixed in a patch.

This is how they told me to search for these:

For your convenience, you can monitor the status of your defect by
logging into the support website and then follow these instructions:

* Select - View/Update under Issue Management

* Select - Defect/RFE/CAR tab

* Select - Search

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

> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
> Sent: Tuesday, November 06, 2007 12:44 PM
> To: arslist@ARSLIST.ORG
> Subject: OT: ITSM 7.0 - Patch 6
> 
> I don't understand Remedy - I have run into issues with 
> Incident and have reported them to Remedy. 
> 
> Remedy has identified them as known errors 
> (SW00249109,SW00262080,SW00263933). 
> I can not find these on their support web site. 
> 
> I'm told that Patch 6 will fix these issues.  However, i'm 
> also told they don't know nor do they have any documentation 
> as to WHAT workflow they touch / update. 
> 
> This I don't understand - there are alot of people who 
> customize ITSM 7 to match their needs and if Remedy has 
> identified a bug / defect and they have a fix for it, then 
> they should be able to provide a list of WHAT workflow they 
> are updating / changing. 
> 
> This is frustrating. 
> 
> T. 
> 
> __
> _
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> 

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Re: Real Fields and AR System reports

[Joe D'Souza]

Hello Lisa,

Maybe I didn't state myself clearly.. you do not have to reset Crystal
Report at server level.. Just modify the report that you have the problem
with and change the display format for that particular field in that report
and then add it back to your Remedy reporting form.. You do not have to
modify your Crystal Reports installation itself.

Joe D'Souza
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Kemes, Lisa
  Sent: Tuesday, November 06, 2007 2:05 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: Real Fields and AR System reports


  **
  We are JUST getting set up with Crystal, but don't have anything working
with it yet, so that's not an option right now.  :(

  Lisa




--
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
  Sent: Tuesday, November 06, 2007 2:02 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: Real Fields and AR System reports


  **
  Lisa,

  Change that at Crystal Reports level.. The precision level you set at AR
System level is or the understanding of the AR Server and its clients only
and Crystal has no comprehension of that. Use the Format Field option in
Crystal to define the precision level at Crystal.

  Joe D'Souza

  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Kemes, Lisa
  Sent: Tuesday, November 06, 2007 1:49 PM
  To: arslist@ARSLIST.ORG
  Subject: Real Fields and AR System reports



  I have a real type field and set it up so that it only show 2 numbers to
the right of the decimal (precision = 2).  But when I create a simple report
from the AR System of this form, the real type field shows all 6 numbers to
the right of the decimal.  (I save it as a .csv file)

  What's up with that?  Is there anyway I can change this?

  Lisa
No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.5.503 / Virus Database: 269.15.23/1113 - Release Date: 11/6/2007
10:04 AM

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Re: Real Fields and AR System reports (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

You are welcome!

Gordon M. Frank
DISA\Version FNS
 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa
Sent: Tuesday, November 06, 2007 2:09 PM
To: arslist@ARSLIST.ORG
Subject: Re: Real Fields and AR System reports (UNCLASSIFIED)

Thanks Gordon!

Maybe I should have used the Decimal type for my fields to begin with!

Lisa 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of FRANK, GORDON CTR DISA JSSC
Sent: Tuesday, November 06, 2007 2:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: Real Fields and AR System reports (UNCLASSIFIED)

Classification:  UNCLASSIFIED
Caveats: NONE

One way to do this is to change the field (or push data) to a Decimal
Number field. I believe this is defaulted to a precision of 2 and rounds
like an old Packed Decimal field. 

Real Numbers will always carry more precision because of their nature.
In the old days, Remedy didn't have a Decimal or Currency field and
rounding was the only way to do it.

Gordon M. Frank
DISA\Version FNS

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa
Sent: Tuesday, November 06, 2007 1:49 PM
To: arslist@ARSLIST.ORG
Subject: Real Fields and AR System reports

 
I have a real type field and set it up so that it only show 2 numbers to
the right of the decimal (precision = 2).  But when I create a simple
report from the AR System of this form, the real type field shows all 6
numbers to the right of the decimal.  (I save it as a .csv file)

What's up with that?  Is there anyway I can change this?

Lisa


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Classification:  UNCLASSIFIED
Caveats: NONE


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Classification:  UNCLASSIFIED 
Caveats: NONE

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Re: Real Fields and AR System reports (UNCLASSIFIED)

[Kemes, Lisa]

Thanks Gordon!

Maybe I should have used the Decimal type for my fields to begin with!

Lisa 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of FRANK, GORDON CTR DISA JSSC
Sent: Tuesday, November 06, 2007 2:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: Real Fields and AR System reports (UNCLASSIFIED)

Classification:  UNCLASSIFIED
Caveats: NONE

One way to do this is to change the field (or push data) to a Decimal
Number field. I believe this is defaulted to a precision of 2 and rounds
like an old Packed Decimal field. 

Real Numbers will always carry more precision because of their nature.
In the old days, Remedy didn't have a Decimal or Currency field and
rounding was the only way to do it.

Gordon M. Frank
DISA\Version FNS

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa
Sent: Tuesday, November 06, 2007 1:49 PM
To: arslist@ARSLIST.ORG
Subject: Real Fields and AR System reports

 
I have a real type field and set it up so that it only show 2 numbers to
the right of the decimal (precision = 2).  But when I create a simple
report from the AR System of this form, the real type field shows all 6
numbers to the right of the decimal.  (I save it as a .csv file)

What's up with that?  Is there anyway I can change this?

Lisa


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Classification:  UNCLASSIFIED
Caveats: NONE


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Re: Real Fields and AR System reports (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

One way to do this is to change the field (or push data) to a Decimal
Number field. I believe this is defaulted to a precision of 2 and rounds
like an old Packed Decimal field. 

Real Numbers will always carry more precision because of their nature.
In the old days, Remedy didn't have a Decimal or Currency field and
rounding was the only way to do it.

Gordon M. Frank
DISA\Version FNS

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa
Sent: Tuesday, November 06, 2007 1:49 PM
To: arslist@ARSLIST.ORG
Subject: Real Fields and AR System reports

 
I have a real type field and set it up so that it only show 2 numbers to
the right of the decimal (precision = 2).  But when I create a simple
report from the AR System of this form, the real type field shows all 6
numbers to the right of the decimal.  (I save it as a .csv file)

What's up with that?  Is there anyway I can change this?

Lisa


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Classification:  UNCLASSIFIED 
Caveats: NONE

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Re: Real Fields and AR System reports

[Kemes, Lisa]

We are JUST getting set up with Crystal, but don't have anything working
with it yet, so that's not an option right now.  :(
 
Lisa



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Tuesday, November 06, 2007 2:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: Real Fields and AR System reports


** 
Lisa,
 
Change that at Crystal Reports level.. The precision level you set at AR
System level is or the understanding of the AR Server and its clients
only and Crystal has no comprehension of that. Use the Format Field
option in Crystal to define the precision level at Crystal.
 
Joe D'Souza
 
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Kemes, Lisa
Sent: Tuesday, November 06, 2007 1:49 PM
To: arslist@ARSLIST.ORG
Subject: Real Fields and AR System reports



I have a real type field and set it up so that it only show 2 numbers to
the right of the decimal (precision = 2).  But when I create a simple
report from the AR System of this form, the real type field shows all 6
numbers to the right of the decimal.  (I save it as a .csv file)

What's up with that?  Is there anyway I can change this?

Lisa
__20060125___This posting was submitted with HTML in
it___ 

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Re: OT-Support Question - Whine - Rant - Ignore me! (UNCLASSIFIED)

[Kaiser Norm E CIV USAF 96 CS/SCCE]

>It sounds harsh, but BMC doesn't appear to be willing to pay the
price-tag associated with treating their support helpdesk people the way
they, themselves expect to be treated in their own country.  
Overseas manpower is cheap for a reason.

It's not harsh at all.  Outsourcing jobs from Europe and the US to
places like India and the Philippines is, quite simply, the new form of
serfdom.  I don't care who does it--it's just an under-the-table trick
to avoid having to abide by modern fair labor laws.  You know, the ones
about minimum wage, workman's comp, safe workplaces, etc.

>Given how niche of a market Remedy is ... for how incredibly large the
price-tag for Remedy ... for how pricey SUPPORT, ITSELF IS (which is
separate from the actual licensing) ... I simply can't believe that
there isn't the profit margin to afford to hire quality, native English
language support inside the US or EU.

Of course they can afford it! They simply choose not to.  By
outsourcing, you increase company profits in the short-term.  That
drives the stock price up (temporarily) and allows top executives to
qualify for their annual performance bonuses.

Do I sound cynical? Maybe.  But I guarantee you this is true.

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Re: Real Fields and AR System reports

[Joe D'Souza]

Lisa,

Change that at Crystal Reports level.. The precision level you set at AR
System level is or the understanding of the AR Server and its clients only
and Crystal has no comprehension of that. Use the Format Field option in
Crystal to define the precision level at Crystal.

Joe D'Souza

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Kemes, Lisa
Sent: Tuesday, November 06, 2007 1:49 PM
To: arslist@ARSLIST.ORG
Subject: Real Fields and AR System reports



I have a real type field and set it up so that it only show 2 numbers to the
right of the decimal (precision = 2).  But when I create a simple report
from the AR System of this form, the real type field shows all 6 numbers to
the right of the decimal.  (I save it as a .csv file)

What's up with that?  Is there anyway I can change this?

Lisa
No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.5.503 / Virus Database: 269.15.23/1113 - Release Date: 11/6/2007
10:04 AM

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Re: Push Field not happening SOLVED (hard coded server references)

[Joe D'Souza]

Dwayne,

You are welcome.. Thad does have a good script below to find more such
references that may have got messed up.. What probably might have happened
is you have not exported the defs as server independent. I that case you
would do good following Thads recommendations and find out if you have more
such references to the test server.

You might want to be careful about modifying this directly from the database
though. If you are not familiar with how some strings are saved in the
database, I would recommend to use Thads script to find all the objects and
modify them from the Admin tool rather than from DB level.

Joe D'Souza
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Thad K Esser
  Sent: Tuesday, November 06, 2007 1:19 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: Push Field not happening SOLVED (hard coded server
references)


  **
  Here's an SQL (Oracle) snippet I wrote to find any hardcoded server
references.  It was written for 6.3, but seems to work on 7.1.  Maybe it
will help you find any others.

  -
  select 'Table' Item, a.name Form, f.fieldname ObjectName, ft.tfserver
ReferredToServer
  from ARSCHEMA a, field f, field_table ft
  where a.SCHEMAID = f.schemaid and f.SCHEMAID = ft.SCHEMAID and f.FIELDID =
ft.FIELDID and NOT ( tfserver = '@' OR tfserver LIKE '$%$')
  union
  select 'AL Push Fields',s.name, a.NAME,
substr(ap.assignshort,INSTR(ap.assignshort,
'\')+1,substr(ap.assignshort,1,INSTR(ap.assignshort, '\')-1))
  from arschema s,actlink a,actlink_mapping am,actlink_push ap
  where s.schemaid = am.schemaid
  and am.actlinkid = a.actlinkid
  and a.ACTLINKID = ap.actlinkid
  and (not(ap.assignshort like '[EMAIL PROTECTED]') or not(ap.assignlong like 
'[EMAIL PROTECTED]'))
  and (not(ap.assignshort like '4\$-_$\%') or not(ap.assignlong like
'4\$-_$\%'))
  union
  select 'Active Link Open Window', '', al.name, alo.servername
  from actlink al, ACTLINK_OPEN alo
  where al.ACTLINKID = alo.ACTLINKID and NOT ( SERVERNAME = '@' OR
SERVERNAME LIKE '$%$')
  union
  select 'Active Link CallGuide', '', al.name, alc.servername
  from actlink al, ACTLINK_CALL alc
  where al.ACTLINKID = alc.ACTLINKID and NOT ( SERVERNAME = '@' OR
SERVERNAME LIKE '$%$')
  union
  select 'Menu-Search','', cm.name, cmq.server
  from char_menu cm, CHAR_MENU_query cmq
  where cm.CHARMENUID = cmq.CHARMENUID and NOT ( SERVER = '@' OR SERVER LIKE
'$%$')
  union
  select 'Menu-DataDictionary','', cm.name, cmq.server
  from char_menu cm, CHAR_MENU_DD cmq
  where cm.CHARMENUID = cmq.CHARMENUID and NOT ( SERVER = '@' OR SERVER LIKE
'$%$')
  union
  select 'Menu-SQL','', cm.name, cmq.server
  from char_menu cm, CHAR_MENU_sql cmq
  where cm.CHARMENUID = cmq.CHARMENUID and NOT ( SERVER = '@' OR SERVER LIKE
'$%$')
  union
  select 'Filter CallGuide', '', f.name, fc.servername
  from filter f, filter_call fc
  where f.filterid = fc. filterid and NOT ( SERVERNAME = '@' OR SERVERNAME
LIKE '$%$')
  order by 1,2,3
  -

  Thad Esser
  Remedy Developer
  "Argue for your limitations, and sure enough, they're yours."-- Richard
Bach


"Dwayne Martin" <[EMAIL PROTECTED]>
Sent by: "Action Request System discussion list(ARSList)"

11/06/2007 10:06 AM Please respond to
  arslist@ARSLIST.ORG


   To arslist@ARSLIST.ORG
  cc
  Subject Re: Push Field not happening SOLVED







  Joe,

  Thank you! Thank you! Thank you!

  My table was indeed pointing to the wrong server.

  I can't remember exactly what I did, but I am 73% certain that I exported
the view with the table on it from the test system and imported it into the
live system.  I'll have to remember that if I ever export and import a view
with a table field, to check the server in the target form.

  Thanks again,
  Dwayne

   Original message 
  >Date: Tue, 6 Nov 2007 12:53:39 -0500
  >From: "Joe D'Souza" <[EMAIL PROTECTED]>
  >Subject: Re: Push Field not happening
  >To: arslist@ARSLIST.ORG
  >
  >   **
  >   Can you select 2 or 3 records, perform the operation
  >   on the server where its not working, and then send
  >   the active link logs? My wild wild guess is that
  >   maybe your table field is referencing a wrong
  >   server? Either that or the Push Field action is
  >   referencing the wrong server.. If its neither of
  >   these two reasons maybe the AL logs might tell us
  >   something..
  >
  >   Cheers
  >
  >   Joe D'Souza
  >
  >   -Original Message-
  >   From: Action Request System discussion list(ARSList)
  >   [mailto:[EMAIL PROTECTED] Behalf Of Dwayne
  >   Martin
  >   Sent: Tuesday, November 06, 2007 12:08 PM
  >   To: arslist@ARSLIST.ORG
  >   Subject: Push Field not happening
  >
  >   Hello Everyone,
  >
  >   We have employee records stored in a "PAY:Employee"
  >   form.  The Status is either "Active" or "Inactive".
  >   The employees each have a unique "Employee e-ID"
  >   field.  The problem i

Re: OT-Support Question - Whine - Rant - Ignore me! (UNCLASSIFIED)

[Andrew Hicox]

Look in the areas of the Appalachian Mountains and you could find many
small towns which would love to have a new business move nearby and
stimulate jobs.


Well ... you could find Americans in Hayseed county willing to work  
in a call center for cheap but not even CLOSE to what they'll work  
for in India, China and the Philippines. Plus you have American  
taxes, and healthcare and ... you name it. It's a little more  
expensive here in the US & Europe, because we have a lot of rules  
about how you can treat people, that developing countries simply  
don't have.


It sounds harsh, but BMC doesn't appear to be willing to pay the  
price-tag associated with treating their support helpdesk people the  
way they, themselves expect to be treated in their own country.  
Overseas manpower is cheap for a reason.


Given how niche of a market Remedy is ... for how incredibly large  
the price-tag for Remedy ... for how pricey SUPPORT, ITSELF IS (which  
is separate from the actual licensing) ... I simply can't believe  
that there isn't the profit margin to afford to hire quality, native  
English language support inside the US or EU.


I can almost forgive companies like Dell and Linksys for outsourcing,  
because they're in a commodity market, Their products are cheap as  
hell, and they're being squeezed from all sides economically. I  
really can't see how this is the case for BMC.


Wal-mart does not sell Remedy servers.

You can try and spin it any way you like, but the bottom line is greed.
Regardless of how good or bad the overseas support actually is, THAT  
is what pisses everyone off.


-Andrew



On Nov 6, 2007, at 12:22 PM, FRANK, GORDON CTR DISA JSSC wrote:


Classification:  UNCLASSIFIED
Caveats: NONE

Answer: Competitive edge is what the USA is all about.

However, there are many remote areas in the USA which could use a  
"shot

in the arm" with a "Help Desk" office. I come from a rural background
and many rural areas could supply help desk personnel for probably the
same rates. I really don't understand why no one has thought of this.
Look in the areas of the Appalachian Mountains and you could find many
small towns which would love to have a new business move nearby and
stimulate jobs.

Of course Northern Texas would still be hard to understand. Just  
kidding

Chris :)

Gordon Frank
DISA\Verizon FNS

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: Tuesday, November 06, 2007 12:52 PM
To: arslist@ARSLIST.ORG
Subject: OT-Support Question - Whine - Rant - Ignore me!

I find the hardest thing with support is the language barrier.  The
support staff are very nice, but the language barrier does make it
difficult.

Don't know why Remedy had to outsource.



-
Does anyone find it as annoying as I do that when you submit a  
ticket to
Support, you almost always get a request back that asks these  
questions?


 What Remedy products are you using?  Version and  
patch

levels?
 What is your system environment, OS, DB, etc,?


When you submit a ticket, you select the server and along with it what
is installed on it.  How hard it is for them to look??  Granted, I
normally think ahead and put it in my ticket.  This time I didn't.
Grrr.

ARS 6.3 Patch 18
HD 6.0
Oracle 10 w/9 libraries
Oracle lives on a remote server
Windows 2003 4 gig on app server and 8 gig on DB server


Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
Phone: 713 448 6035
[EMAIL PROTECTED]

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Classification:  UNCLASSIFIED
Caveats: NONE

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Real Fields and AR System reports

[Kemes, Lisa]

 
I have a real type field and set it up so that it only show 2 numbers to
the right of the decimal (precision = 2).  But when I create a simple
report from the AR System of this form, the real type field shows all 6
numbers to the right of the decimal.  (I save it as a .csv file)

What's up with that?  Is there anyway I can change this?

Lisa

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OT: ITSM 7.0 - Patch 6

[T. Dee]

I don't understand Remedy - I have run into issues with Incident and have
reported them to Remedy. 

Remedy has identified them as known errors (SW00249109,SW00262080,SW00263933). 
I can not find these on their support web site. 

I'm told that Patch 6 will fix these issues.  However, i'm also told they don't
know nor do they have any documentation as to WHAT workflow they touch /
update. 

This I don't understand - there are alot of people who customize ITSM 7 to match
their needs and if Remedy has identified a bug / defect and they have a fix for
it, then they should be able to provide a list of WHAT workflow they are
updating / changing. 

This is frustrating. 

T. 

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Re: ARERR [102] Name parameter... is empty; field 'SLMLookupTblKeyword' on HPD:Help Desk

[Rabi Tripathi]

Ok, I seem to have trouble getting anything right.

The offending filter I mentioned in the original
email, the one that encounters the error, starts with:
INT:HPDSLM:INC:SLMSetTarget_

and NOT
INT:HPDSLM:INC:SLMSetTarget_7

There are 3 of these filters starting with the above
string, all inside filter guide:
INT:HPDSLM:INC:CalculateDates

which is triggered by this On Modify filter on
Incident form:
INT:HPDSLM:INC:SLMSetTarget_780_CallGuide

The modiy is initiated by this On Delete filter on
SYS:Action:
INT:FNDHPD:ACT:CALCULATE_SLMDATES_500_PHPD

which does a push field to the incident with value
z1D Action = "CALCULATE_SLMDATES"

The delete action, in my tests, was result of manual
delete of SYS:Action records by me. The errors on
arerror.log, I am guessing, were caused by workflow
trying to delete SYS:Action records. Not too sure.
Looking to see if there's any other timed event that
may be triggering the sequence leading to the error.

By now if you've started to think I take pleasure in
spitting out copious amount of barely comprehensible
info to tire you out, that's not true. If I've managed
to actually tire you out, well...I don't blame you.


--- Rabi Tripathi <[EMAIL PROTECTED]> wrote:

> Where I said form "HPD:HelpDesk_Interface_Create"
> below, I should have said
> "HPD:IncidentInterface_Create" instead.
> 
> I can never get this form's name right.
> 
> --- Rabi Tripathi <[EMAIL PROTECTED]> wrote:
> 
> > Joe, Gotto love your speed!
> > 
> > Relying on a coin toss seems like trouble, so I
> need
> > to figure out what's the right value to stuff in
> > 'SLMLookupTblKeyword'  field.
> > 
> > I haven't been able to locate any document that
> > talks
> > about how SLM works behind the scenes...what
> forms,
> > for what purpose, when does it create records for
> > what
> > purpose etc. Does anybody know of any doc such as
> > "SLM
> > architecture"? I have very limited insight into
> the
> > overall architecture.
> > 
> > In a way it's fun to go down to this level to look
> > into nuts and bolts of an app, but at the same
> time
> > it's sad that I HAVE TO learn the dirty details to
> > get
> > something to work.
> > 
> > Related question, nobody ever got ARERR [102]  in
> > their arerror.log? If you have Incidents being
> > created
> > through HPD:HelpDesk_Interface_Create form, and
> you
> > have played with SLM on Incidents, I would think
> > this
> > error is bound to show up on arerror.log
> > 
> > -
> > FromJoe D'Souza <[EMAIL PROTECTED]>
> > reply-toarslist@arslist.org,
> > to  arslist@arslist.org,
> > dateNov 5, 2007 8:03 PM
> > subject Re: ARERR [102] Name parameter... is
> empty;
> > field 'SLMLookupTblKeyword' on HPD:Help Desk
> > 
> > hide details 8:03 PM (15 hours ago)
> > 
> > 
> > 
> > Reply
> > 
> > 
> > **
> > ARERR 102 is an error that happens when a field
> that
> > is used in 'Advanced' workflow to reference a form
> > or
> > server name or 'Advanced' table fields to
> reference
> > a
> > form or server name is empty. This typically
> happens
> > when there is missing data in containers that have
> > information about servers or forms, and a set
> field
> > operation that finds no data set fields to null.
> It
> > also could happen if you have changed a form name
> > and
> > the data containing form names may have not been
> > edited to reflect the renamed form.
> >  
> > So check the underlying data configuration forms
> > where
> > the data for the field 300427600 is being set.
> >  
> > Hope this helps..
> >  
> > Cheers
> >  
> > Joe D'Souza
> >  
> > -Original Message-
> > From: Action Request System discussion
> list(ARSList)
> > [mailto:[EMAIL PROTECTED] Behalf Of Rabi
> > Tripathi
> > Sent: Monday, November 05, 2007 7:23 PM
> > To: arslist@ARSLIST.ORG
> > Subject: ARERR [102] Name parameter... is empty;
> > field
> > 'SLMLookupTblKeyword' on HPD:Help Desk
> > 
> > 
> > The short question is: has anybody had issue with
> > SLMLookupTblKeyword field on HPD:Help Desk records
> > on
> > IM 7 being blank, regularly causing the following
> > error in arerror.log?
> > 
> > ARERR [102] Name parameter (or name field in a
> > parameter) is empty : 300427600
> > 
> > This is the long story:
> > After seeing the errors, I did some digging in and
> > it
> > turns out that...
> > system (ITSM 7) is having trouble deleting records
> > on
> > SYS:Action form...related to HPD:Help Desk
> record's
> > SLM stuff.
> > On manually trying to remove the offending record
> on
> > SYS:Action, I get the same error.
> > 
> > Because filter INT:HPDSLM:INC:SLMSetTarget_7
> > encounters some issue.
> > Because it references the top table on SLM tab,
> > CurrentSLAs_tbl, and this table's source form name
> > is
> > supposed to be held in field SLMLookupTblKeyword,
> > which is a real field, not a display only one,
> > ...but this record (and many others) have this
> field
> > empty.
> > 
> > On further digging in (by this time I am at a dark

Re: Crystal report error on Mid-Tier

[Pargeter, Christie]

Have you tried to re-select your sub-query's quals?

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Dwayne Martin
Sent: Tuesday, November 06, 2007 10:16 AM
To: arslist@ARSLIST.ORG
Subject: Re: Crystal report error on Mid-Tier

No, the only qualification is:

 'PIQ ID' = $PIQ ID$

("PIQ ID" is field 1.)

Dwayne

 Original message 
>Date: Tue, 6 Nov 2007 10:11:18 -0800
>From: "[EMAIL PROTECTED]" <[EMAIL PROTECTED]>
>Subject: Re: Crystal report error on Mid-Tier
>To: arslist@ARSLIST.ORG
>
>   **
>   Does your active link contain a Qualification with
>   datetime references?
>
>   - Original Message 
>   From: Dwayne Martin <[EMAIL PROTECTED]>
>   To: arslist@ARSLIST.ORG
>   Sent: Monday, November 5, 2007 1:40:23 PM
>   Subject: Crystal report error on Mid-Tier
>
>   Hello everyone,
>
>   We have a Crystal Report stored in Report form,
>   launched by an active link.
>
>   It displays find in the User tool, but on Mid-Tier
>   we get:
>
>   --
>   Error encountered by Crystal PageServer
>
>   The error message returned is:
>   Error in formula . '{IT_Resource.Associated
>   PIQ/Request} = {?Pm-IT_PIQ.PIQ_ID}' This field name
>   is not known.. File ITPIQ3.rpt. [On Cache/Page
>   Server: REMEDY.pageserver]
>   --
>
>   I rebuilt the sub-report from scratch, but still get
>   the same error.
>
>   Other Crystal Reports display OK on Mid-Tier.
>
>   Any ideas?
>
>   (Mid-Tier 6.3, ARS 7.1, RH Linux server, Oracle 9.2
>   db)
>
>   Dwayne Martin
>   James Madison University
>
>   
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Re: OT-Support Question - Whine - Rant - Ignore me! (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

Answer: Competitive edge is what the USA is all about.

However, there are many remote areas in the USA which could use a "shot
in the arm" with a "Help Desk" office. I come from a rural background
and many rural areas could supply help desk personnel for probably the
same rates. I really don't understand why no one has thought of this.
Look in the areas of the Appalachian Mountains and you could find many
small towns which would love to have a new business move nearby and
stimulate jobs.

Of course Northern Texas would still be hard to understand. Just kidding
Chris :)

Gordon Frank
DISA\Verizon FNS

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: Tuesday, November 06, 2007 12:52 PM
To: arslist@ARSLIST.ORG
Subject: OT-Support Question - Whine - Rant - Ignore me!

I find the hardest thing with support is the language barrier.  The
support staff are very nice, but the language barrier does make it
difficult. 

Don't know why Remedy had to outsource. 



-
Does anyone find it as annoying as I do that when you submit a ticket to
Support, you almost always get a request back that asks these questions?

 What Remedy products are you using?  Version and patch
levels?
 What is your system environment, OS, DB, etc,?


When you submit a ticket, you select the server and along with it what
is installed on it.  How hard it is for them to look??  Granted, I
normally think ahead and put it in my ticket.  This time I didn't. 
Grrr. 

ARS 6.3 Patch 18
HD 6.0
Oracle 10 w/9 libraries
Oracle lives on a remote server
Windows 2003 4 gig on app server and 8 gig on DB server


Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
Phone: 713 448 6035
[EMAIL PROTECTED]


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Classification:  UNCLASSIFIED 
Caveats: NONE

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Re: Crystal report error on Mid-Tier

[Dwayne Martin]

No, the only qualification is:

 'PIQ ID' = $PIQ ID$ 

("PIQ ID" is field 1.)

Dwayne 

 Original message 
>Date: Tue, 6 Nov 2007 10:11:18 -0800
>From: "[EMAIL PROTECTED]" <[EMAIL PROTECTED]>  
>Subject: Re: Crystal report error on Mid-Tier  
>To: arslist@ARSLIST.ORG
>
>   **
>   Does your active link contain a Qualification with
>   datetime references?
>
>   - Original Message 
>   From: Dwayne Martin <[EMAIL PROTECTED]>
>   To: arslist@ARSLIST.ORG
>   Sent: Monday, November 5, 2007 1:40:23 PM
>   Subject: Crystal report error on Mid-Tier
>
>   Hello everyone,
>
>   We have a Crystal Report stored in Report form,
>   launched by an active link.
>
>   It displays find in the User tool, but on Mid-Tier
>   we get:
>
>   --
>   Error encountered by Crystal PageServer
>
>   The error message returned is:
>   Error in formula . '{IT_Resource.Associated
>   PIQ/Request} = {?Pm-IT_PIQ.PIQ_ID}' This field name
>   is not known.. File ITPIQ3.rpt. [On Cache/Page
>   Server: REMEDY.pageserver]
>   --
>
>   I rebuilt the sub-report from scratch, but still get
>   the same error.
>
>   Other Crystal Reports display OK on Mid-Tier.
>
>   Any ideas?
>
>   (Mid-Tier 6.3, ARS 7.1, RH Linux server, Oracle 9.2
>   db)
>
>   Dwayne Martin
>   James Madison University
>
>   
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Re: Push Field not happening SOLVED (hard coded server references)

[Thad K Esser]

Here's an SQL (Oracle) snippet I wrote to find any hardcoded server 
references.  It was written for 6.3, but seems to work on 7.1.  Maybe it 
will help you find any others.

-
select 'Table' Item, a.name Form, f.fieldname ObjectName, ft.tfserver 
ReferredToServer
from ARSCHEMA a, field f, field_table ft
where a.SCHEMAID = f.schemaid and f.SCHEMAID = ft.SCHEMAID and f.FIELDID = 
ft.FIELDID and NOT ( tfserver = '@' OR tfserver LIKE '$%$')
union
select 'AL Push Fields',s.name, a.NAME, 
substr(ap.assignshort,INSTR(ap.assignshort, 
'\')+1,substr(ap.assignshort,1,INSTR(ap.assignshort, '\')-1))
from arschema s,actlink a,actlink_mapping am,actlink_push ap
where s.schemaid = am.schemaid
and am.actlinkid = a.actlinkid
and a.ACTLINKID = ap.actlinkid
and (not(ap.assignshort like '[EMAIL PROTECTED]') or not(ap.assignlong like 
'[EMAIL PROTECTED]'))
and (not(ap.assignshort like '4\$-_$\%') or not(ap.assignlong like 
'4\$-_$\%'))
union
select 'Active Link Open Window', '', al.name, alo.servername
from actlink al, ACTLINK_OPEN alo
where al.ACTLINKID = alo.ACTLINKID and NOT ( SERVERNAME = '@' OR 
SERVERNAME LIKE '$%$')
union
select 'Active Link CallGuide', '', al.name, alc.servername
from actlink al, ACTLINK_CALL alc
where al.ACTLINKID = alc.ACTLINKID and NOT ( SERVERNAME = '@' OR 
SERVERNAME LIKE '$%$')
union
select 'Menu-Search','', cm.name, cmq.server
from char_menu cm, CHAR_MENU_query cmq
where cm.CHARMENUID = cmq.CHARMENUID and NOT ( SERVER = '@' OR SERVER LIKE 
'$%$')
union
select 'Menu-DataDictionary','', cm.name, cmq.server
from char_menu cm, CHAR_MENU_DD cmq
where cm.CHARMENUID = cmq.CHARMENUID and NOT ( SERVER = '@' OR SERVER LIKE 
'$%$')
union
select 'Menu-SQL','', cm.name, cmq.server
from char_menu cm, CHAR_MENU_sql cmq
where cm.CHARMENUID = cmq.CHARMENUID and NOT ( SERVER = '@' OR SERVER LIKE 
'$%$')
union
select 'Filter CallGuide', '', f.name, fc.servername
from filter f, filter_call fc
where f.filterid = fc. filterid and NOT ( SERVERNAME = '@' OR SERVERNAME 
LIKE '$%$')
order by 1,2,3
-

Thad Esser
Remedy Developer
"Argue for your limitations, and sure enough, they're yours."-- Richard 
Bach



"Dwayne Martin" <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)" 

11/06/2007 10:06 AM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: Push Field not happening SOLVED






Joe,

Thank you! Thank you! Thank you!

My table was indeed pointing to the wrong server.

I can't remember exactly what I did, but I am 73% certain that I exported 
the view with the table on it from the test system and imported it into 
the live system.  I'll have to remember that if I ever export and import a 
view with a table field, to check the server in the target form.

Thanks again,
Dwayne

 Original message 
>Date: Tue, 6 Nov 2007 12:53:39 -0500
>From: "Joe D'Souza" <[EMAIL PROTECTED]> 
>Subject: Re: Push Field not happening 
>To: arslist@ARSLIST.ORG
>
>   **
>   Can you select 2 or 3 records, perform the operation
>   on the server where its not working, and then send
>   the active link logs? My wild wild guess is that
>   maybe your table field is referencing a wrong
>   server? Either that or the Push Field action is
>   referencing the wrong server.. If its neither of
>   these two reasons maybe the AL logs might tell us
>   something..
> 
>   Cheers
> 
>   Joe D'Souza
> 
>   -Original Message-
>   From: Action Request System discussion list(ARSList)
>   [mailto:[EMAIL PROTECTED] Behalf Of Dwayne
>   Martin
>   Sent: Tuesday, November 06, 2007 12:08 PM
>   To: arslist@ARSLIST.ORG
>   Subject: Push Field not happening
>
>   Hello Everyone,
>
>   We have employee records stored in a "PAY:Employee"
>   form.  The Status is either "Active" or "Inactive". 
>   The employees each have a unique "Employee e-ID"
>   field.  The problem is that some of our employees
>   are, alas, no longer with us, so we want to mark
>   their Statuses as "Inactive?
>
>   So we have a control panel with a table that
>   displays all the "Active" records.  The "Employee
>   e-ID" value is listed in an "Employee e-ID col"
>   column.  The user hi-lites the rows he wants to make
>   inactive, and clicks a "De-Activate" button.  This
>   calls an active link that calls a guide that loops
>   the table.  For each hi-lited record an "inner"
>   active link pushes the value "Inactive" to the
>   record where 'Employee e-ID' = $EmployeeEid col$. 
>   The main active link then refreshes the table, and
>   the hi-lited records disappear.  If you display them
>   they have indeed been changed to "Inactive".
>
>   At least that is the way it worked in our test
>   system.  We have now brot everything over to the
>   live system, and all the active links fire, and the
>   log shows the link pushing the "Inactive" value to
>   the desired records.  BUT the records don't get
>   updated.  They do not disappear from the table and
>   when you display them their Status is still
>   "

Re: Push Field not happening SOLVED

[Dwayne Martin]

Joe,

Thank you! Thank you! Thank you!

My table was indeed pointing to the wrong server.

I can't remember exactly what I did, but I am 73% certain that I exported the 
view with the table on it from the test system and imported it into the live 
system.  I'll have to remember that if I ever export and import a view with a 
table field, to check the server in the target form.

Thanks again,
Dwayne

 Original message 
>Date: Tue, 6 Nov 2007 12:53:39 -0500
>From: "Joe D'Souza" <[EMAIL PROTECTED]>  
>Subject: Re: Push Field not happening  
>To: arslist@ARSLIST.ORG
>
>   **
>   Can you select 2 or 3 records, perform the operation
>   on the server where its not working, and then send
>   the active link logs? My wild wild guess is that
>   maybe your table field is referencing a wrong
>   server? Either that or the Push Field action is
>   referencing the wrong server.. If its neither of
>   these two reasons maybe the AL logs might tell us
>   something..
>
>   Cheers
>
>   Joe D'Souza
>
>   -Original Message-
>   From: Action Request System discussion list(ARSList)
>   [mailto:[EMAIL PROTECTED] Behalf Of Dwayne
>   Martin
>   Sent: Tuesday, November 06, 2007 12:08 PM
>   To: arslist@ARSLIST.ORG
>   Subject: Push Field not happening
>
>   Hello Everyone,
>
>   We have employee records stored in a "PAY:Employee"
>   form.  The Status is either "Active" or "Inactive". 
>   The employees each have a unique "Employee e-ID"
>   field.  The problem is that some of our employees
>   are, alas, no longer with us, so we want to mark
>   their Statuses as "Inactive?
>
>   So we have a control panel with a table that
>   displays all the "Active" records.  The "Employee
>   e-ID" value is listed in an "Employee e-ID col"
>   column.  The user hi-lites the rows he wants to make
>   inactive, and clicks a "De-Activate" button.  This
>   calls an active link that calls a guide that loops
>   the table.  For each hi-lited record an "inner"
>   active link pushes the value "Inactive" to the
>   record where 'Employee e-ID' = $EmployeeEid col$. 
>   The main active link then refreshes the table, and
>   the hi-lited records disappear.  If you display them
>   they have indeed been changed to "Inactive".
>
>   At least that is the way it worked in our test
>   system.  We have now brot everything over to the
>   live system, and all the active links fire, and the
>   log shows the link pushing the "Inactive" value to
>   the desired records.  BUT the records don't get
>   updated.  They do not disappear from the table and
>   when you display them their Status is still
>   "Active."
>
>   I ran a filter log just in case some other workflow
>   was setting the Status back again, but it wasn't. 
>   Besides, the "Last Modified Date" is not getting
>   set. I inserted a message into the "inner" active
>   link to print out the "Employee e-ID col" and it is
>   correct.  But the Push Fields is simply not
>   happening.  I am running as Administrator, so it
>   can't be a permissions issue.
>
>   Any ideas?
>
>   (ARS 7.1, RH Linux server, Oracle 10.2 db)
>
>   Dwayne Martin
>   James Madison University
>   __20060125___This posting was
>   submitted with HTML in it___

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Re: Crystal report error on Mid-Tier

[[EMAIL PROTECTED]]

Does your active link contain a Qualification with datetime references?

- Original Message 
From: Dwayne Martin <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Monday, November 5, 2007 1:40:23 PM
Subject: Crystal report error on Mid-Tier


Hello everyone,

We have a Crystal Report stored in Report form, launched by an active
 link.

It displays find in the User tool, but on Mid-Tier we get:

--
Error encountered by Crystal PageServer

The error message returned is:
Error in formula . '{IT_Resource.Associated PIQ/Request} =
 {?Pm-IT_PIQ.PIQ_ID}' This field name is not known.. File ITPIQ3.rpt. [On 
Cache/Page
 Server: REMEDY.pageserver]
--

I rebuilt the sub-report from scratch, but still get the same error.

Other Crystal Reports display OK on Mid-Tier.

Any ideas?

(Mid-Tier 6.3, ARS 7.1, RH Linux server, Oracle 9.2 db)

Dwayne Martin
James Madison University

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Re: Crystal report error on Mid-Tier

[Joe D'Souza]

Dwayne,

It was the ODBC configuration I was talking about. By the way calling "?Pm-"
a formula field was a devils error. I meant the parameter field.. sorry
about that..

If you already have the 'Use underscores' checked, just for the purpose of
eliminating possible problems, could you hit the option to 'Verify Database'
and save the report? On doing so import that report into the Remedy
reporting forms and then try re-running the report.

Joe D'Souza

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Dwayne Martin
Sent: Tuesday, November 06, 2007 11:33 AM
To: arslist@ARSLIST.ORG
Subject: Re: Crystal report error on Mid-Tier


Joe,

"?Pm-" means that it is a prompt, and not part of the field name.  It is the
sub-report link that the main report feeds to the sub-report for record
selection.

The "/" could be a problem.  You say to make sure I have "Use underscores"
checked.  It is checked on the server ODBC.  Is there anyplace else it
should be checked?  I can't find anything in Mid-Tier configuration.

Dwayne

 Original message 
>Date: Tue, 6 Nov 2007 09:58:51 -0500
>From: "Joe D'Souza" <[EMAIL PROTECTED]>
>Subject: Re: Crystal report error on Mid-Tier
>To: arslist@ARSLIST.ORG
>
>   **
>   Is {?Pm-IT_PIQ.PIQ_ID} a formula field on the
>   Crystal report or a field on the Remedy form? If
>   {?Pm-IT_PIQ.PIQ_ID} is a field on the Remedy form,
>   maybe the report is confusing it for a formula field
>   because of the '?' as a prefix to its name. Try
>   renaming it, verify the database in Crystal reports,
>   add the new rpt file and run the report..
>
>   I also have a doubt on the way Crystal is
>   interpreting the '/' character in the
>   field IT_Resource.Associated PIQ/Request. Have you
>   checked use of underscores? I don't recall offhand
>   if a '/' character should get converted to an '_'
>   character as when you use underscores so make sure
>   you have that checked..
>
>   Cheers
>
>   Joe D'Souza
>
>   -Original Message-
>   From: Action Request System discussion list(ARSList)
>   [mailto:[EMAIL PROTECTED] Behalf Of Dwayne
>   Martin
>   Sent: Monday, November 05, 2007 3:40 PM
>   To: arslist@ARSLIST.ORG
>   Subject: Crystal report error on Mid-Tier
>
>   Hello everyone,
>
>   We have a Crystal Report stored in Report form,
>   launched by an active link.
>
>   It displays find in the User tool, but on Mid-Tier
>   we get:
>
>   --
>   Error encountered by Crystal PageServer
>
>   The error message returned is:
>   Error in formula . '{IT_Resource.Associated
>   PIQ/Request} = {?Pm-IT_PIQ.PIQ_ID}' This field name
>   is not known.. File ITPIQ3.rpt. [On Cache/Page
>   Server: REMEDY.pageserver]
>   --
>
>   I rebuilt the sub-report from scratch, but still get
>   the same error.
>
>   Other Crystal Reports display OK on Mid-Tier.
>
>   Any ideas?
>
>   (Mid-Tier 6.3, ARS 7.1, RH Linux server, Oracle 9.2
>   db)
>
>   Dwayne Martin
>   James Madison University
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Checked by AVG Free Edition.
Version: 7.5.503 / Virus Database: 269.15.23/1113 - Release Date: 11/6/2007
10:04 AM

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Re: Push Field not happening (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

This is a very simple thing to check. Is the list order different on the
two servers for what I think is a selection field. If this is a
selection field, the search is on the zero based value rather than the
actual words. If the order is reversed, then Active could be 0 and
Inactive could be 1 or vice versa. If they are reversed, then you will
get the opposite results.

Just a thought!

Gordon M. Frank
DISA\Verizon FNS 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Dwayne Martin
Sent: Tuesday, November 06, 2007 12:08 PM
To: arslist@ARSLIST.ORG
Subject: Push Field not happening

Hello Everyone,

We have employee records stored in a "PAY:Employee" form.  The Status is
either "Active" or "Inactive".  The employees each have a unique
"Employee e-ID" field.  The problem is that some of our employees are,
alas, no longer with us, so we want to mark their Statuses as "Inactive?

So we have a control panel with a table that displays all the "Active"
records.  The "Employee e-ID" value is listed in an "Employee e-ID col"
column.  The user hi-lites the rows he wants to make inactive, and
clicks a "De-Activate" button.  This calls an active link that calls a
guide that loops the table.  For each hi-lited record an "inner" active
link pushes the value "Inactive" to the record where 'Employee e-ID' =
$EmployeeEid col$.  The main active link then refreshes the table, and
the hi-lited records disappear.  If you display them they have indeed
been changed to "Inactive".

At least that is the way it worked in our test system.  We have now brot
everything over to the live system, and all the active links fire, and
the log shows the link pushing the "Inactive" value to the desired
records.  BUT the records don't get updated.  They do not disappear from
the table and when you display them their Status is still "Active."

I ran a filter log just in case some other workflow was setting the
Status back again, but it wasn't.  Besides, the "Last Modified Date" is
not getting set. I inserted a message into the "inner" active link to
print out the "Employee e-ID col" and it is correct.  But the Push
Fields is simply not happening.  I am running as Administrator, so it
can't be a permissions issue.

Any ideas?

(ARS 7.1, RH Linux server, Oracle 10.2 db)

Dwayne Martin
James Madison University


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Classification:  UNCLASSIFIED 
Caveats: NONE

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Patch 6 (ITSM 7.0.02)

[Thad K Esser]

For those of you working on an ITSM 7.0.02 install/upgrade, patch 6 came 
out yesterday (as Chris noted).  From the release notes and talking with 
support, there are some differences from patch 5.

Patch 5 - One installer that has to be run on a Windows machine.  The 
installer figures out which apps you have and what needs to be upgraded.
Patch 6 - You pick the installer for the platform that your AR server is 
on and run it on the AR Server.  AIX is not currently supported (as well 
as DB2, but I'm not sure how that plays into it).  The installer still 
figures out which apps you have and what needs to be upgraded.  The 
installer for AIX should be out in "a few weeks."

The "installer by server" situation has changed from 5 to 6, but it wasn't 
real clear from the release notes, so I thought I'd share in case it helps 
anyone.

Thad Esser
Remedy Developer
"Argue for your limitations, and sure enough, they're yours."-- Richard 
Bach
***IMPORTANT NOTICE: This communication, including any attachment, contains 
information that may be confidential or privileged, and is intended solely for 
the entity or individual to whom it is addressed.  If you are not the intended 
recipient, you should delete this message and are hereby notified that any 
disclosure, copying, or distribution of this message is strictly prohibited.  
Nothing in this email, including any attachment, is intended to be a legally 
binding signature.***

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Re: Push Field not happening

[Joe D'Souza]

Can you select 2 or 3 records, perform the operation on the server where its
not working, and then send the active link logs? My wild wild guess is that
maybe your table field is referencing a wrong server? Either that or the
Push Field action is referencing the wrong server.. If its neither of these
two reasons maybe the AL logs might tell us something..

Cheers

Joe D'Souza

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Dwayne Martin
Sent: Tuesday, November 06, 2007 12:08 PM
To: arslist@ARSLIST.ORG
Subject: Push Field not happening


Hello Everyone,

We have employee records stored in a "PAY:Employee" form.  The Status is
either "Active" or "Inactive".  The employees each have a unique "Employee
e-ID" field.  The problem is that some of our employees are, alas, no longer
with us, so we want to mark their Statuses as "Inactive?

So we have a control panel with a table that displays all the "Active"
records.  The "Employee e-ID" value is listed in an "Employee e-ID col"
column.  The user hi-lites the rows he wants to make inactive, and clicks a
"De-Activate" button.  This calls an active link that calls a guide that
loops the table.  For each hi-lited record an "inner" active link pushes the
value "Inactive" to the record where 'Employee e-ID' = $EmployeeEid col$.
The main active link then refreshes the table, and the hi-lited records
disappear.  If you display them they have indeed been changed to "Inactive".

At least that is the way it worked in our test system.  We have now brot
everything over to the live system, and all the active links fire, and the
log shows the link pushing the "Inactive" value to the desired records.  BUT
the records don't get updated.  They do not disappear from the table and
when you display them their Status is still "Active."

I ran a filter log just in case some other workflow was setting the Status
back again, but it wasn't.  Besides, the "Last Modified Date" is not getting
set. I inserted a message into the "inner" active link to print out the
"Employee e-ID col" and it is correct.  But the Push Fields is simply not
happening.  I am running as Administrator, so it can't be a permissions
issue.

Any ideas?

(ARS 7.1, RH Linux server, Oracle 10.2 db)

Dwayne Martin
James Madison University
No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.5.503 / Virus Database: 269.15.23/1113 - Release Date: 11/6/2007
10:04 AM

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OT-Support Question - Whine - Rant - Ignore me!

[T. Dee]

I find the hardest thing with support is the language barrier.  The support
staff are very nice, but the language barrier does make it difficult. 

Don't know why Remedy had to outsource. 



-
Does anyone find it as annoying as I do that when you submit a ticket to
Support, you almost always get a request back that asks these questions?

 What Remedy products are you using?  Version and patch levels?
 What is your system environment, OS, DB, etc,?


When you submit a ticket, you select the server and along with it what is
installed on it.  How hard it is for them to look??  Granted, I normally think
ahead and put it in my ticket.  This time I didn't. 
Grrr. 

ARS 6.3 Patch 18
HD 6.0
Oracle 10 w/9 libraries
Oracle lives on a remote server
Windows 2003 4 gig on app server and 8 gig on DB server


Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
Phone: 713 448 6035
[EMAIL PROTECTED]

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Re: Error Message

[LJ LongWing (Head)]

Wellthat would certainly make more sensebut I didn't know if we were
dealing with a nooby...:)

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Cupp, Michael E CTR USAF AFRL/RYOD
Sent: Tuesday, November 06, 2007 10:38 AM
To: arslist@ARSLIST.ORG
Subject: Re: Error Message


** 
I think the question was how can she not display the ARNOTE 1101 portion of
the message and display only the user defined message.

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of LJ LongWing (Head)
Sent: Tuesday, November 06, 2007 12:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: Error Message


** 
Any error message 1 and up is 'user defined'...so if you want to stop
displaying that message you need to find out what piece of workflow is
causing it to show (best done via workflow logging) and either changing the
qualification or removing the workflow all together

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Cheeti
Sent: Tuesday, November 06, 2007 10:15 AM
To: arslist@ARSLIST.ORG
Subject: Error Message


**   
Hi All

I am new to this List.

  
Please can any one explain how to eliminate ARNOTE 1101 message ("The
preceding message occurred during the execution of active link
A-Activ-Link-Calci-Sum-action1"), which is shown in attached file. 
Here I am interested to display only ARERROR 1 message.
Please suggest.

Regards,
Cheeti
__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___ 

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Re: OT-Support Question - Whine - Rant - Ignore me!

[Fortin, Richard]

Yes, very annoying. It almost seems like this is a delay pratice. 


Richard Fortin
Remedy Administrator
[EMAIL PROTECTED]
562.346.2241

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Sanford, Claire
Sent: Tuesday, November 06, 2007 7:31 AM
To: arslist@ARSLIST.ORG
Subject: OT-Support Question - Whine - Rant - Ignore me!

Does anyone find it as annoying as I do that when you submit a ticket to
Support, you almost always get a request back that asks these questions?

 What Remedy products are you using?  Version and patch
levels?
 What is your system environment, OS, DB, etc,?


When you submit a ticket, you select the server and along with it what
is installed on it.  How hard it is for them to look??  Granted, I
normally think ahead and put it in my ticket.  This time I didn't.
Grrr.

ARS 6.3 Patch 18
HD 6.0
Oracle 10 w/9 libraries
Oracle lives on a remote server
Windows 2003 4 gig on app server and 8 gig on DB server


Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
Phone: 713 448 6035
[EMAIL PROTECTED]


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Re: Error Message

[Cheeti]

Hi Rabi

Thanks for the solution.
Now I understood that the active link info. will be displayed only for Admin
group users.

regards,
Cheeti

On Nov 6, 2007 12:35 PM, Rabi Tripathi <[EMAIL PROTECTED]> wrote:

> Don't worry. The part you don't want to show is
> displayed to you only not to regular users, because
> you are an Admin.
>
> Try logging in as a non-administrative user and
> generate the message to see it for yourself.
>
> Because you are an administrator, the extra message
> shows up to help you with troubleshooting.
>
> --- Cheeti <[EMAIL PROTECTED]> wrote:
>
> > Hi All
> >
> > I am new to this List.
> >
> > Please can any one explain how to eliminate ARNOTE
> > 1101 message ("The
> > preceding message occurred during the execution of
> > active link
> > A-Activ-Link-Calci-Sum-action1"), which is shown in
> > attached file.
> > Here I am interested to display only ARERROR 1
> > message.
> > Please suggest.
> >
> > Regards,
> > Cheeti
> >
> >
>
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> > the Answers Are"
> >
>
>
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Re: Error Message

[Cupp, Michael E CTR USAF AFRL/RYOD]

I think the question was how can she not display the ARNOTE 1101 portion
of the message and display only the user defined message.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of LJ LongWing (Head)
Sent: Tuesday, November 06, 2007 12:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: Error Message


** 
Any error message 1 and up is 'user defined'...so if you want to
stop displaying that message you need to find out what piece of workflow
is causing it to show (best done via workflow logging) and either
changing the qualification or removing the workflow all together



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Cheeti
Sent: Tuesday, November 06, 2007 10:15 AM
To: arslist@ARSLIST.ORG
Subject: Error Message


**
 Hi
All

I am new to this List.

 
Please can any one explain how to eliminate ARNOTE 1101 message ("The
preceding message occurred during the execution of active link
A-Activ-Link-Calci-Sum-action1"), which is shown in attached file. 
Here I am interested to display only ARERROR 1 message.
Please suggest.

Regards,
Cheeti
__20060125___This posting was submitted with HTML in
it___ __20060125___This posting was submitted with
HTML in it___ 

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Re: Error Message

[Rabi Tripathi]

Don't worry. The part you don't want to show is
displayed to you only not to regular users, because
you are an Admin.

Try logging in as a non-administrative user and
generate the message to see it for yourself.

Because you are an administrator, the extra message
shows up to help you with troubleshooting.

--- Cheeti <[EMAIL PROTECTED]> wrote:

> Hi All
> 
> I am new to this List.
> 
> Please can any one explain how to eliminate ARNOTE
> 1101 message ("The
> preceding message occurred during the execution of
> active link
> A-Activ-Link-Calci-Sum-action1"), which is shown in
> attached file.
> Here I am interested to display only ARERROR 1
> message.
> Please suggest.
> 
> Regards,
> Cheeti
> 
>
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> 


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Re: Error Message

[LJ LongWing (Head)]

Any error message 1 and up is 'user defined'...so if you want to stop
displaying that message you need to find out what piece of workflow is
causing it to show (best done via workflow logging) and either changing the
qualification or removing the workflow all together

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Cheeti
Sent: Tuesday, November 06, 2007 10:15 AM
To: arslist@ARSLIST.ORG
Subject: Error Message


**   
Hi All

I am new to this List.

  
Please can any one explain how to eliminate ARNOTE 1101 message ("The
preceding message occurred during the execution of active link
A-Activ-Link-Calci-Sum-action1"), which is shown in attached file. 
Here I am interested to display only ARERROR 1 message.
Please suggest.

Regards,
Cheeti
__20060125___This posting was submitted with HTML in
it___ 

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Push Field not happening

[Dwayne Martin]

Hello Everyone,

We have employee records stored in a "PAY:Employee" form.  The Status is either 
"Active" or "Inactive".  The employees each have a unique "Employee e-ID" 
field.  The problem is that some of our employees are, alas, no longer with us, 
so we want to mark their Statuses as "Inactive?

So we have a control panel with a table that displays all the "Active" records. 
 The "Employee e-ID" value is listed in an "Employee e-ID col" column.  The 
user hi-lites the rows he wants to make inactive, and clicks a "De-Activate" 
button.  This calls an active link that calls a guide that loops the table.  
For each hi-lited record an "inner" active link pushes the value "Inactive" to 
the record where 'Employee e-ID' = $EmployeeEid col$.  The main active link 
then refreshes the table, and the hi-lited records disappear.  If you display 
them they have indeed been changed to "Inactive".

At least that is the way it worked in our test system.  We have now brot 
everything over to the live system, and all the active links fire, and the log 
shows the link pushing the "Inactive" value to the desired records.  BUT the 
records don't get updated.  They do not disappear from the table and when you 
display them their Status is still "Active."

I ran a filter log just in case some other workflow was setting the Status back 
again, but it wasn't.  Besides, the "Last Modified Date" is not getting set. I 
inserted a message into the "inner" active link to print out the "Employee e-ID 
col" and it is correct.  But the Push Fields is simply not happening.  I am 
running as Administrator, so it can't be a permissions issue.

Any ideas?

(ARS 7.1, RH Linux server, Oracle 10.2 db)

Dwayne Martin
James Madison University

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JOB: Harvard University Remedy Developer

[Matthew Wollman]

Harvard University Faculty of Arts and Sciences has created a position for a
Remedy Developer and Administrator. You can view the job posting on the
Harvard web site at:

http://jobs.harvard.edu/jobs/summ_req?in_post_id=35924

 

Compensation Grade Table is here:

http://employment.harvard.edu/benefits/compensation/

 

Currently the Faculty of Arts and Sciences in Harvard University is
conducting a project to upgrade our current ARS 6.3 with ITSM 6 Apps system
to ARS 7.1 and ITSM 7 Apps.

 

 

Matthew L. Wollman

Supervisor of Faculty & Staff Help Desk Services
Faculty of Arts & Sciences Computer Services
Office (617) 496-8947
Cell (617) 285-6952
  [EMAIL PROTECTED]

Harvard University
1 Oxford Street
Science Center B14E
Cambridge, MA 02138

Would you like to comment about the service you receive from FASCS?
Now you can! An online survey is available at:
 
http://www.fas.harvard.edu/~fascs/survey.html

"It is amazing what you can accomplish if you do not care who gets the
credit." -- Harry S. Truman

 


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Re: Kinetic Survey Lite

[John Sundberg]

On 11/6/07, Patel, Kamlesh <[EMAIL PROTECTED]> wrote:
>
> **
>
> John,
>
> Great Job!!!
>
>
>
> This product is worth the $100 to try.
>



Why thank you.

I seem to think so too.

I see it as - how often do you get the opportunity to potentially address a
weakness in an IT process for $100?  The Kinetic Survey system works with
your existing framework (BMC Remedy ARS), you already know how to
troubleshoot ARS, you already have back-ups/failover, etc... I think that
you will end up loving Survey (ok - really liking it) - and then want to
move to the unlimited version. But - wouldn't you rather try something -
find you like it - then move to the full version? However, if the Lite
version meets your needs - you can stay on that version -- it has no time
expiry.

So - this product should slide right in (run the install, configure, go) -
address a part of your ITIL process and is inexpensive.
Fast, good, cheap -- it is rare -- take it while you can. Here is the video
on how to install http://www.kineticdata.com/online-survey-demos.html

Oh - fun factiod:
Works with Safari -- yes you can send surveys to Mac people. (yes the older
version of Safari - the one that 99.999% of Mac users have)

And another thing - our Surveys go to 11 !!!

-John



--
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *John Sundberg
> *Sent:* Tuesday, November 06, 2007 7:47 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* ADV: Kinetic Survey Lite
>
>
>
> **
>
> *Announcing * *Kinetic Survey Lite *
>
> *What is it?  **Kinetic Survey Lite *extends the value of BMC Remedy with
> web-based enterprise feedback management (EFM) software that automates and
> centralizes control of all surveys with actionable feedback and security
> rules applied throughout the entire survey process.
>
> Kinetic Survey brings customer feedback directly into your service
> management process, using your BMC Remedy Action Request System service
> management platform.
>
> *Special offer!  *We are so excited about announcing Kinetic Survey Lite
> that we are running an introductory special of the Kinetic Survey Lite
> version for *only* $100 USD per ARS Server. This special ends this Friday
> November 9, 2007 until 5:00 PM (Central US time).  After Friday - the lite
> version will be available for $1,000 USD.  Buy 
> Now
>  
> In addition an Enterprise version of the product is also available -
>  click 
> herefor details.
>
> *What does Kinetic Survey Lite do?*  Everything the Enterprise version can
> do.  A perfect way to "test drive" Kinetic Survey - check out these
> features:
> http://www.kineticdata.com/survey-features.html
>
> *How is it different from Kinetic Survey?*
> Kinetic Survey Lite is restricted to 3 active survey templates at any one
> time. However, you may send millions out! Also, you are entitled to forum
> support only.
> More info 
>
>
> *System Requirements:*
>
>- BMC ARS 6.0 and newer
>- Webserver
>- Java JDK 1.4
>- Servlet engine that supports JDK 1.4
>
> Download Here  and have
> fun...thanks,
>
>
> -John
>
>
> --
> John David Sundberg
> 235 East 6th Street, Suite 400B
> St. Paul, MN 55101
> (651) 
> 556-0930
> -work
> (651) 
> 247-6766
> -cell
> (651) 
> 695-8577
> -fax
> [EMAIL PROTECTED] __20060125___This
> posting was submitted with HTML in it___
>  __20060125___This posting was submitted with HTML in
> it___




-- 
John David Sundberg
235 East 6th Street, Suite 400B
St. Paul, MN 55101
(651) 556-0930-work
(651) 247-6766-cell
(651) 695-8577-fax
[EMAIL PROTECTED]

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Re: Crystal report error on Mid-Tier

[Dwayne Martin]

Joe,

"?Pm-" means that it is a prompt, and not part of the field name.  It is the 
sub-report link that the main report feeds to the sub-report for record 
selection.

The "/" could be a problem.  You say to make sure I have "Use underscores" 
checked.  It is checked on the server ODBC.  Is there anyplace else it should 
be checked?  I can't find anything in Mid-Tier configuration.

Dwayne

 Original message 
>Date: Tue, 6 Nov 2007 09:58:51 -0500
>From: "Joe D'Souza" <[EMAIL PROTECTED]>  
>Subject: Re: Crystal report error on Mid-Tier  
>To: arslist@ARSLIST.ORG
>
>   **
>   Is {?Pm-IT_PIQ.PIQ_ID} a formula field on the
>   Crystal report or a field on the Remedy form? If
>   {?Pm-IT_PIQ.PIQ_ID} is a field on the Remedy form,
>   maybe the report is confusing it for a formula field
>   because of the '?' as a prefix to its name. Try
>   renaming it, verify the database in Crystal reports,
>   add the new rpt file and run the report..
>
>   I also have a doubt on the way Crystal is
>   interpreting the '/' character in the
>   field IT_Resource.Associated PIQ/Request. Have you
>   checked use of underscores? I don't recall offhand
>   if a '/' character should get converted to an '_'
>   character as when you use underscores so make sure
>   you have that checked..
>
>   Cheers
>
>   Joe D'Souza
>
>   -Original Message-
>   From: Action Request System discussion list(ARSList)
>   [mailto:[EMAIL PROTECTED] Behalf Of Dwayne
>   Martin
>   Sent: Monday, November 05, 2007 3:40 PM
>   To: arslist@ARSLIST.ORG
>   Subject: Crystal report error on Mid-Tier
>
>   Hello everyone,
>
>   We have a Crystal Report stored in Report form,
>   launched by an active link.
>
>   It displays find in the User tool, but on Mid-Tier
>   we get:
>
>   --
>   Error encountered by Crystal PageServer
>
>   The error message returned is:
>   Error in formula . '{IT_Resource.Associated
>   PIQ/Request} = {?Pm-IT_PIQ.PIQ_ID}' This field name
>   is not known.. File ITPIQ3.rpt. [On Cache/Page
>   Server: REMEDY.pageserver]
>   --
>
>   I rebuilt the sub-report from scratch, but still get
>   the same error.
>
>   Other Crystal Reports display OK on Mid-Tier.
>
>   Any ideas?
>
>   (Mid-Tier 6.3, ARS 7.1, RH Linux server, Oracle 9.2
>   db)
>
>   Dwayne Martin
>   James Madison University
>   __20060125___This posting was
>   submitted with HTML in it___

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Re: ARERR [102] Name parameter... is empty; field 'SLMLookupTblKeyword' on HPD:Help Desk

[Rabi Tripathi]

Where I said form "HPD:HelpDesk_Interface_Create"
below, I should have said
"HPD:IncidentInterface_Create" instead.

I can never get this form's name right.

--- Rabi Tripathi <[EMAIL PROTECTED]> wrote:

> Joe, Gotto love your speed!
> 
> Relying on a coin toss seems like trouble, so I need
> to figure out what's the right value to stuff in
> 'SLMLookupTblKeyword'  field.
> 
> I haven't been able to locate any document that
> talks
> about how SLM works behind the scenes...what forms,
> for what purpose, when does it create records for
> what
> purpose etc. Does anybody know of any doc such as
> "SLM
> architecture"? I have very limited insight into the
> overall architecture.
> 
> In a way it's fun to go down to this level to look
> into nuts and bolts of an app, but at the same time
> it's sad that I HAVE TO learn the dirty details to
> get
> something to work.
> 
> Related question, nobody ever got ARERR [102]  in
> their arerror.log? If you have Incidents being
> created
> through HPD:HelpDesk_Interface_Create form, and you
> have played with SLM on Incidents, I would think
> this
> error is bound to show up on arerror.log
> 
> -
> From  Joe D'Souza <[EMAIL PROTECTED]>
> reply-to  arslist@arslist.org,
> toarslist@arslist.org,
> date  Nov 5, 2007 8:03 PM
> subject   Re: ARERR [102] Name parameter... is empty;
> field 'SLMLookupTblKeyword' on HPD:Help Desk
>   
> hide details 8:03 PM (15 hours ago)
>   
>   
>   
> Reply
>   
>   
> **
> ARERR 102 is an error that happens when a field that
> is used in 'Advanced' workflow to reference a form
> or
> server name or 'Advanced' table fields to reference
> a
> form or server name is empty. This typically happens
> when there is missing data in containers that have
> information about servers or forms, and a set field
> operation that finds no data set fields to null. It
> also could happen if you have changed a form name
> and
> the data containing form names may have not been
> edited to reflect the renamed form.
>  
> So check the underlying data configuration forms
> where
> the data for the field 300427600 is being set.
>  
> Hope this helps..
>  
> Cheers
>  
> Joe D'Souza
>  
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] Behalf Of Rabi
> Tripathi
> Sent: Monday, November 05, 2007 7:23 PM
> To: arslist@ARSLIST.ORG
> Subject: ARERR [102] Name parameter... is empty;
> field
> 'SLMLookupTblKeyword' on HPD:Help Desk
> 
> 
> The short question is: has anybody had issue with
> SLMLookupTblKeyword field on HPD:Help Desk records
> on
> IM 7 being blank, regularly causing the following
> error in arerror.log?
> 
> ARERR [102] Name parameter (or name field in a
> parameter) is empty : 300427600
> 
> This is the long story:
> After seeing the errors, I did some digging in and
> it
> turns out that...
> system (ITSM 7) is having trouble deleting records
> on
> SYS:Action form...related to HPD:Help Desk record's
> SLM stuff.
> On manually trying to remove the offending record on
> SYS:Action, I get the same error.
> 
> Because filter INT:HPDSLM:INC:SLMSetTarget_7
> encounters some issue.
> Because it references the top table on SLM tab,
> CurrentSLAs_tbl, and this table's source form name
> is
> supposed to be held in field SLMLookupTblKeyword,
> which is a real field, not a display only one,
> ...but this record (and many others) have this field
> empty.
> 
> On further digging in (by this time I am at a dark
> and
> uncomfortable depth), it turns out that most
> HPD:Help
> Desk records have value "SLM:Measurement" in this
> field, the right source form of this table, but many
> records have this field blank.
> 
> I did some more digging in and it turns out the only
> workflow setting this field (at least the only ones
> on
> HPD:HelpDesk form) are some active links such as
> "HPD:INC:SchemaNameLookup_10_NoSLM", and they set
> the
> field to "SYS:SLM:Measurement_Clone".
> It **looks like** when there is no SLA attached,
> this
> "clone" form is used as source. And this form is
> just
> a trick to improve performance by avoiding
> unnecessary
> search on SLM:Measurement, because the "clone" form
> seems to never have records. My interpretation.
> 
> Now the question for me is why do many HPD:Help Desk
> records have field SLMLookupTblKeyword blank.
> Related
> question, what's setting it, in the first place? I'm
> guessing SLM code, but where, how and why is it
> shirking its duty on some records?
> 
> And a bonus question, what are those clown active
> links doing? They seem to be good for
> nothing...other
> than upping the total number of active links in ITSM
> 7.
> 
> Ah...answered my own question before hitting
> send...turns out all the HPD:HelpDesk records with
> this issue were  created not by people, but came in
> thru the form HPD:HelpDesk_Interface_submit
> (incoming
> email, web services etc). They should have rememberd
> to have the code on this 

Re: ARERR [102] Name parameter... is empty; field 'SLMLookupTblKeyword' on HPD:Help Desk

[Rabi Tripathi]

Joe, Gotto love your speed!

Relying on a coin toss seems like trouble, so I need
to figure out what's the right value to stuff in
'SLMLookupTblKeyword'  field.

I haven't been able to locate any document that talks
about how SLM works behind the scenes...what forms,
for what purpose, when does it create records for what
purpose etc. Does anybody know of any doc such as "SLM
architecture"? I have very limited insight into the
overall architecture.

In a way it's fun to go down to this level to look
into nuts and bolts of an app, but at the same time
it's sad that I HAVE TO learn the dirty details to get
something to work.

Related question, nobody ever got ARERR [102]  in
their arerror.log? If you have Incidents being created
through HPD:HelpDesk_Interface_Create form, and you
have played with SLM on Incidents, I would think this
error is bound to show up on arerror.log

-
FromJoe D'Souza <[EMAIL PROTECTED]>
reply-toarslist@arslist.org,
to  arslist@arslist.org,
dateNov 5, 2007 8:03 PM
subject Re: ARERR [102] Name parameter... is empty;
field 'SLMLookupTblKeyword' on HPD:Help Desk

hide details 8:03 PM (15 hours ago)



Reply


**
ARERR 102 is an error that happens when a field that
is used in 'Advanced' workflow to reference a form or
server name or 'Advanced' table fields to reference a
form or server name is empty. This typically happens
when there is missing data in containers that have
information about servers or forms, and a set field
operation that finds no data set fields to null. It
also could happen if you have changed a form name and
the data containing form names may have not been
edited to reflect the renamed form.
 
So check the underlying data configuration forms where
the data for the field 300427600 is being set.
 
Hope this helps..
 
Cheers
 
Joe D'Souza
 
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Rabi Tripathi
Sent: Monday, November 05, 2007 7:23 PM
To: arslist@ARSLIST.ORG
Subject: ARERR [102] Name parameter... is empty; field
'SLMLookupTblKeyword' on HPD:Help Desk


The short question is: has anybody had issue with
SLMLookupTblKeyword field on HPD:Help Desk records on
IM 7 being blank, regularly causing the following
error in arerror.log?

ARERR [102] Name parameter (or name field in a
parameter) is empty : 300427600

This is the long story:
After seeing the errors, I did some digging in and it
turns out that...
system (ITSM 7) is having trouble deleting records on
SYS:Action form...related to HPD:Help Desk record's
SLM stuff.
On manually trying to remove the offending record on
SYS:Action, I get the same error.

Because filter INT:HPDSLM:INC:SLMSetTarget_7
encounters some issue.
Because it references the top table on SLM tab,
CurrentSLAs_tbl, and this table's source form name is
supposed to be held in field SLMLookupTblKeyword,
which is a real field, not a display only one,
...but this record (and many others) have this field
empty.

On further digging in (by this time I am at a dark and
uncomfortable depth), it turns out that most HPD:Help
Desk records have value "SLM:Measurement" in this
field, the right source form of this table, but many
records have this field blank.

I did some more digging in and it turns out the only
workflow setting this field (at least the only ones on
HPD:HelpDesk form) are some active links such as
"HPD:INC:SchemaNameLookup_10_NoSLM", and they set the
field to "SYS:SLM:Measurement_Clone".
It **looks like** when there is no SLA attached, this
"clone" form is used as source. And this form is just
a trick to improve performance by avoiding unnecessary
search on SLM:Measurement, because the "clone" form
seems to never have records. My interpretation.

Now the question for me is why do many HPD:Help Desk
records have field SLMLookupTblKeyword blank. Related
question, what's setting it, in the first place? I'm
guessing SLM code, but where, how and why is it
shirking its duty on some records?

And a bonus question, what are those clown active
links doing? They seem to be good for nothing...other
than upping the total number of active links in ITSM
7.

Ah...answered my own question before hitting
send...turns out all the HPD:HelpDesk records with
this issue were  created not by people, but came in
thru the form HPD:HelpDesk_Interface_submit (incoming
email, web services etc). They should have rememberd
to have the code on this intermediate form set
SLMLookupTblKeyword field, but they didn't, so I get
to do the honor. I will set it to...I don't know if I
should set it to "SLM:Measurement" or
"SLM:Measurement_Clone". Bummer. It's late so I'm
tossing a coin and then going home.

TIA.

ps: It took a while to type this, so I'm sending this
instead of discarding it...hopefully will help
somebody some day

__
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Tired of spam?  Yahoo! Mail has the best spam protecti

Re: OT-Support Question - Whine - Rant - Ignore me!

[strauss]

At least they usually upload the stuff I need (unless it is for RKM) in
a reasonable amount of time.  Look out there today for ITSM patches
announced at UserWorld that are now available:
 
Patch 006 for ITSM Incident, Problem, Change, and Asset (only download
once from one of the apps)
Patch 9003 ITSM Foundation Data Bulk Loading Utility  (only download
once from one of the apps)
 
I am also watching for ITSM 7.0.03 release installers (I expect through
Patch 005 - will still need to apply Patch 006) and Patch 001 for ARS
7.1 by the end of the week, and SLM 7.1 a little later.  Timing is
tentative, but the patches out there today showed up sooner than I had
been expecting them.

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


  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of patrick zandi
Sent: Tuesday, November 06, 2007 10:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: OT-Support Question - Whine - Rant - Ignore me!


** 
I would like to know how the website is managed, Really. It
appears it is managed half hearted at best and updates are only after
the Rant.
It seems to me someone should be full time on it and some Pooh
Thinking should me done with it.. Think.. Think..  Must find some
honey...



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.NET COM API

[Opela, Gary L Contr OC-ALC/ITMA]

Hi all, I was able to find the 7.x .NET COM APIs on BMCDN, but I could
not find the APIs for 6.3.

 

Is there a link to the 6.3 APIs, or is everyone using 7.1?

 

(Versions mentioned are AR Server versions)

 

Thanks,


Gary Opela, Jr

Sr. Remedy Developer

Leader Communications, Inc.

405 736 3211

 


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Re: ADV: Kinetic Survey Lite

[John Sundberg]

Minimum 1.4

Thanks for asking.

(My tag line is usually -- you can answer that question and a many more for
$100 -- what do you think of that?)

-John

On 11/6/07, patrick zandi <[EMAIL PROTECTED]> wrote:
>
> ** John,
> JDK 1.4 only ?  or Minimum Java 1.4..
>
>
>
> On 11/6/07, John Sundberg <[EMAIL PROTECTED]> wrote:
> >
> > **
> > *Announcing **Kinetic Survey Lite *
> >
> > *What is it?  *Kinetic Survey Lite extends the value of BMC Remedy with
> > web-based enterprise feedback management (EFM) software that automates and
> > centralizes control of all surveys with actionable feedback and security
> > rules applied throughout the entire survey process.
> >
> > Kinetic Survey brings customer feedback directly into your service
> > management process, using your BMC Remedy Action Request System service
> > management platform.
> > *Special offer!  *We are so excited about announcing Kinetic Survey Lite
> > that we are running an introductory special of the Kinetic Survey Lite
> > version for *only* $100 USD per ARS Server. This special ends this
> > Friday November 9, 2007 until 5:00 PM (Central US time).  After Friday - the
> > lite version will be available for $1,000 USD.  Buy 
> > Now
> > 
> > In addition an Enterprise version of the product is also available - 
> > click
> > here  for details.
> >
> > *What does Kinetic Survey Lite do?*  Everything the Enterprise version
> > can do.  A perfect way to "test drive" Kinetic Survey - check out these
> > features:
> > http://www.kineticdata.com/survey-features.html
> >
> > How is it different from Kinetic Survey?
> > Kinetic Survey Lite is restricted to 3 active survey templates at any
> > one time. However, you may send millions out! Also, you are entitled to
> > forum support only.
> > More info 
> >
> > *System Requirements:*
> >
> >- BMC ARS 6.0 and newer
> >- Webserver
> >- Java JDK 1.4
> >- Servlet engine that supports JDK 1.4
> >
> > Download Here  and have
> > fun...thanks,
> >
> >
> > -John
> >
> >
> > --
> > John David Sundberg
> > 235 East 6th Street, Suite 400B
> > St. Paul, MN 55101
> > (651) 
> > 556-0930
> > -work
> > (651) 
> > 247-6766
> > -cell
> > (651) 
> > 695-8577
> > -fax
> > [EMAIL PROTECTED] __20060125___This
> > posting was submitted with HTML in it___
>
>
>
>
> --
> Patrick Zandi __20060125___This posting was submitted
> with HTML in it___




-- 
John David Sundberg
235 East 6th Street, Suite 400B
St. Paul, MN 55101
(651) 556-0930-work
(651) 247-6766-cell
(651) 695-8577-fax
[EMAIL PROTECTED]

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Re: OT-Support Question - Whine - Rant - Ignore me!

[patrick zandi]

I would like to know how the website is managed, Really. It appears it is
managed half hearted at best and updates are only after the Rant.
It seems to me someone should be full time on it and some Pooh Thinking
should me done with it.. Think.. Think..  Must find some honey...


On 11/6/07, Kaiser Norm E CIV USAF 96 CS/SCCE <[EMAIL PROTECTED]>
wrote:
>
> I guess I have to wonder why anybody even bothers submitting requests
> for support anymore.  Why bother? Why waste your time when you can get
> far better support much faster and for FREE from this list?
>
> I guess there are a few issues where you have no choice--maybe a
> licensing issue...I'm hard pressed to think of anything else.
>
> About a year ago I had an issue that I posed to the list and didn't get
> an answer for, so I thought to myself that I was going to submit a
> request just for the principle of it.  "We're paying for support!" I
> told myself.  So I submitted the request--what a waste of time and
> energy.
>
> So now we pay for support just for patches and upgrades.  The Support
> site isn't even worthwhile anymore.  It used to be very helpful with
> very nicely written articles.  Now it's worthless.
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of patrick zandi
> Sent: Tuesday, November 06, 2007 9:49 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: OT-Support Question - Whine - Rant - Ignore me!
>
> **
> I even asked him if he was Retarded,
> and he apologized and asked me the same question again but written
> different.
>
> I gave up.
>
>
> On 11/6/07, patrick zandi <[EMAIL PROTECTED]> wrote:
>
>no biggy claire,
>I have been asked that 4 times on the same ticket..
>Even after I have answered it.
>
>
>
>On 11/6/07, Sanford, Claire <[EMAIL PROTECTED]
> > wrote:
>
>Does anyone find it as annoying as I do that when you
> submit a ticket to
>Support, you almost always get a request back that asks
> these questions?
>
>What Remedy products are you using?
> Version and patch
>levels?
>What is your system environment, OS, DB,
> etc,?
>
>
>When you submit a ticket, you select the server and
> along with it what
>is installed on it.  How hard it is for them to look??
> Granted, I
>normally think ahead and put it in my ticket.  This time
> I didn't.
>Grrr.
>
>ARS 6.3 Patch 18
>HD 6.0
>Oracle 10 w/9 libraries
>Oracle lives on a remote server
>Windows 2003 4 gig on app server and 8 gig on DB server
>
>
>Claire Sanford
>Information Systems Division
>Memorial Hermann Healthcare System
>Phone: 713 448 6035
>[EMAIL PROTECTED]
> 
>
>
> 
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>UNSUBSCRIBE or access ARSlist Archives at
> www.arslist.org 
>Platinum Sponsor: www.rmsportal.com
>   ARSlist: "Where the Answers Are"
>
>
>
>
>
>--
>Patrick Zandi
>
>
>
>
> --
> Patrick Zandi __20060125___This posting was
> submitted with HTML in it___
>
>
> ___
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>



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Re: Kinetic Survey Lite

[Patel, Kamlesh]

John,

Great Job!!!

 

This product is worth the $100 to try.

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of John Sundberg
Sent: Tuesday, November 06, 2007 7:47 AM
To: arslist@ARSLIST.ORG
Subject: ADV: Kinetic Survey Lite

 

** 

Announcing Kinetic Survey Lite  

What is it?  Kinetic Survey Lite extends the value of BMC Remedy with
web-based enterprise feedback management (EFM) software that automates
and centralizes control of all surveys with actionable feedback and
security rules applied throughout the entire survey process. 

Kinetic Survey brings customer feedback directly into your service
management process, using your BMC Remedy Action Request System service
management platform. 

Special offer!  We are so excited about announcing Kinetic Survey Lite
that we are running an introductory special of the Kinetic Survey Lite
version for only $100 USD per ARS Server. This special ends this Friday
November 9, 2007 until 5:00 PM (Central US time).  After Friday - the
lite version will be available for $1,000 USD.  Buy Now
 
 
In addition an Enterprise version of the product is also available -
 click here
  for details. 

What does Kinetic Survey Lite do?  Everything the Enterprise version can
do.  A perfect way to "test drive" Kinetic Survey - check out these
features: 
http://www.kineticdata.com/survey-features.html

How is it different from Kinetic Survey?
Kinetic Survey Lite is restricted to 3 active survey templates at any
one time. However, you may send millions out! Also, you are entitled to
forum support only.
More info  


System Requirements:

*   BMC ARS 6.0 and newer   
*   Webserver
*   Java JDK 1.4
*   Servlet engine that supports JDK 1.4

Download Here   and have
fun...thanks,


-John


-- 
John David Sundberg 
235 East 6th Street, Suite 400B 
St. Paul, MN 55101
(651) 556-0930-work
(651) 247-6766-cell
(651) 695-8577-fax
[EMAIL PROTECTED] __20060125___This
posting was submitted with HTML in it___ 


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Re: OT-Support Question - Whine - Rant - Ignore me!

[Kaiser Norm E CIV USAF 96 CS/SCCE]

I guess I have to wonder why anybody even bothers submitting requests
for support anymore.  Why bother? Why waste your time when you can get
far better support much faster and for FREE from this list?

I guess there are a few issues where you have no choice--maybe a
licensing issue...I'm hard pressed to think of anything else.

About a year ago I had an issue that I posed to the list and didn't get
an answer for, so I thought to myself that I was going to submit a
request just for the principle of it.  "We're paying for support!" I
told myself.  So I submitted the request--what a waste of time and
energy.

So now we pay for support just for patches and upgrades.  The Support
site isn't even worthwhile anymore.  It used to be very helpful with
very nicely written articles.  Now it's worthless.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of patrick zandi
Sent: Tuesday, November 06, 2007 9:49 AM
To: arslist@ARSLIST.ORG
Subject: Re: OT-Support Question - Whine - Rant - Ignore me!

** 
I even asked him if he was Retarded, 
and he apologized and asked me the same question again but written
different.
 
I gave up.

 
On 11/6/07, patrick zandi <[EMAIL PROTECTED]> wrote: 

no biggy claire, 
I have been asked that 4 times on the same ticket.. 
Even after I have answered it.

 

On 11/6/07, Sanford, Claire <[EMAIL PROTECTED]
> wrote: 

Does anyone find it as annoying as I do that when you
submit a ticket to
Support, you almost always get a request back that asks
these questions? 

What Remedy products are you using?
Version and patch
levels?
What is your system environment, OS, DB,
etc,?


When you submit a ticket, you select the server and
along with it what 
is installed on it.  How hard it is for them to look??
Granted, I
normally think ahead and put it in my ticket.  This time
I didn't.
Grrr.

ARS 6.3 Patch 18
HD 6.0
Oracle 10 w/9 libraries
Oracle lives on a remote server
Windows 2003 4 gig on app server and 8 gig on DB server


Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
Phone: 713 448 6035
[EMAIL PROTECTED]
 



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-- 
Patrick Zandi 




-- 
Patrick Zandi __20060125___This posting was
submitted with HTML in it___ 

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Re: OT-Support Question - Whine - Rant - Ignore me!

[strauss]

The Support folks know we are not happy; they looked decidedly nervous
at the breakfast, possibly because the menu included large trays of
cooked tomatoes, perfect for pelting your least-favorite support reps.
The crowd was just polite enough to refrain from throwing things.  The
hottest topic was raised by all of the U. S. governmental agencies who
cannot send log files off-shore (if they can send them at all), and have
difficulty working at all with out-sourced/off-shored/ whatever you want
to call it - non-U. S.-based support staff.

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


  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of patrick zandi
Sent: Tuesday, November 06, 2007 9:49 AM
To: arslist@ARSLIST.ORG
Subject: Re: OT-Support Question - Whine - Rant - Ignore me!


** 
I even asked him if he was Retarded, 
and he apologized and asked me the same question again but
written different.
 
I gave up.

 
On 11/6/07, patrick zandi <[EMAIL PROTECTED]> wrote: 

no biggy claire, 
I have been asked that 4 times on the same ticket.. 
Even after I have answered it.

 

On 11/6/07, Sanford, Claire
<[EMAIL PROTECTED] > wrote: 

Does anyone find it as annoying as I do that
when you submit a ticket to
Support, you almost always get a request back
that asks these questions? 

What Remedy products are you
using?  Version and patch
levels?
What is your system environment,
OS, DB, etc,?


When you submit a ticket, you select the server
and along with it what 
is installed on it.  How hard it is for them to
look??  Granted, I
normally think ahead and put it in my ticket.
This time I didn't.
Grrr.

ARS 6.3 Patch 18
HD 6.0
Oracle 10 w/9 libraries
Oracle lives on a remote server
Windows 2003 4 gig on app server and 8 gig on DB
server


Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
Phone: 713 448 6035
[EMAIL PROTECTED]



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-- 
Patrick Zandi 




-- 
Patrick Zandi __20060125___This posting was
submitted with HTML in it___ 


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Re: ADV: Kinetic Survey Lite

[patrick zandi]

John,
JDK 1.4 only ?  or Minimum Java 1.4..



On 11/6/07, John Sundberg <[EMAIL PROTECTED]> wrote:
>
> **
> *Announcing **Kinetic Survey Lite *
>
> *What is it?  *Kinetic Survey Lite extends the value of BMC Remedy with
> web-based enterprise feedback management (EFM) software that automates and
> centralizes control of all surveys with actionable feedback and security
> rules applied throughout the entire survey process.
>
> Kinetic Survey brings customer feedback directly into your service
> management process, using your BMC Remedy Action Request System service
> management platform.
> *Special offer!  *We are so excited about announcing Kinetic Survey Lite
> that we are running an introductory special of the Kinetic Survey Lite
> version for *only* $100 USD per ARS Server. This special ends this Friday
> November 9, 2007 until 5:00 PM (Central US time).  After Friday - the lite
> version will be available for $1,000 USD.  Buy 
> Now
> 
> In addition an Enterprise version of the product is also available -
> click 
> herefor details.
>
> *What does Kinetic Survey Lite do?*  Everything the Enterprise version can
> do.  A perfect way to "test drive" Kinetic Survey - check out these
> features:
> http://www.kineticdata.com/survey-features.html
>
> How is it different from Kinetic Survey?
> Kinetic Survey Lite is restricted to 3 active survey templates at any one
> time. However, you may send millions out! Also, you are entitled to forum
> support only.
> More info 
>
> *System Requirements:*
>
>- BMC ARS 6.0 and newer
>- Webserver
>- Java JDK 1.4
>- Servlet engine that supports JDK 1.4
>
> Download Here  and have
> fun...thanks,
>
>
> -John
>
>
> --
> John David Sundberg
> 235 East 6th Street, Suite 400B
> St. Paul, MN 55101
> (651) 556-0930-work
> (651) 247-6766-cell
> (651) 695-8577-fax
> [EMAIL PROTECTED] __20060125___This
> posting was submitted with HTML in it___




-- 
Patrick Zandi

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Re: OT-Support Question - Whine - Rant - Ignore me!

[patrick zandi]

I even asked him if he was Retarded,
and he apologized and asked me the same question again but written
different.

I gave up.


On 11/6/07, patrick zandi <[EMAIL PROTECTED]> wrote:
>
> no biggy claire,
> I have been asked that 4 times on the same ticket..
> Even after I have answered it.
>
>
>  On 11/6/07, Sanford, Claire <[EMAIL PROTECTED]> wrote:
> >
> > Does anyone find it as annoying as I do that when you submit a ticket to
> > Support, you almost always get a request back that asks these questions?
> >
> >
> > What Remedy products are you using?  Version and patch
> > levels?
> > What is your system environment, OS, DB, etc,?
> >
> >
> > When you submit a ticket, you select the server and along with it what
> > is installed on it.  How hard it is for them to look??  Granted, I
> > normally think ahead and put it in my ticket.  This time I didn't.
> > Grrr.
> >
> > ARS 6.3 Patch 18
> > HD 6.0
> > Oracle 10 w/9 libraries
> > Oracle lives on a remote server
> > Windows 2003 4 gig on app server and 8 gig on DB server
> >
> >
> > Claire Sanford
> > Information Systems Division
> > Memorial Hermann Healthcare System
> > Phone: 713 448 6035
> > [EMAIL PROTECTED]
> >
> >
> > ___
> > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> >
>
>
>
> --
> Patrick Zandi




-- 
Patrick Zandi

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Re: OT-Support Question - Whine - Rant - Ignore me!

[patrick zandi]

no biggy claire,
I have been asked that 4 times on the same ticket..
Even after I have answered it.


On 11/6/07, Sanford, Claire <[EMAIL PROTECTED]> wrote:
>
> Does anyone find it as annoying as I do that when you submit a ticket to
> Support, you almost always get a request back that asks these questions?
>
> What Remedy products are you using?  Version and patch
> levels?
> What is your system environment, OS, DB, etc,?
>
>
> When you submit a ticket, you select the server and along with it what
> is installed on it.  How hard it is for them to look??  Granted, I
> normally think ahead and put it in my ticket.  This time I didn't.
> Grrr.
>
> ARS 6.3 Patch 18
> HD 6.0
> Oracle 10 w/9 libraries
> Oracle lives on a remote server
> Windows 2003 4 gig on app server and 8 gig on DB server
>
>
> Claire Sanford
> Information Systems Division
> Memorial Hermann Healthcare System
> Phone: 713 448 6035
> [EMAIL PROTECTED]
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
>



-- 
Patrick Zandi

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Re: OT-Support Question - Whine - Rant - Ignore me!

[strauss]

At the Support Breakfast at UserWorld we strongly suggested that the
support staff start actually looking at that data when we relate a
ticket to a system.  I suggested that they make provision to identify
the data as pertaining to both current production and future production
machines, since 99% of my tickets this last year have been on
pre-production 7.x issues, not the production 5.x systems.  Otherwise,
why should we even bother to store data in their tracking system about
our servers.

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

> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Sanford, Claire
> Sent: Tuesday, November 06, 2007 9:31 AM
> To: arslist@ARSLIST.ORG
> Subject: OT-Support Question - Whine - Rant - Ignore me!
> 
> Does anyone find it as annoying as I do that when you submit 
> a ticket to Support, you almost always get a request back 
> that asks these questions?
> 
>  What Remedy products are you using?  Version 
> and patch levels?
>  What is your system environment, OS, DB, etc,?
> 
> 
> When you submit a ticket, you select the server and along 
> with it what is installed on it.  How hard it is for them to 
> look??  Granted, I normally think ahead and put it in my 
> ticket.  This time I didn't.
> Grrr.
> 
> ARS 6.3 Patch 18
> HD 6.0
> Oracle 10 w/9 libraries
> Oracle lives on a remote server
> Windows 2003 4 gig on app server and 8 gig on DB server
> 
> 
> Claire Sanford
> Information Systems Division
> Memorial Hermann Healthcare System
> Phone: 713 448 6035
> [EMAIL PROTECTED]
> 
> __
> _
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
> Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> 
> 

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Re: What has been customized.

[Joe D'Souza]

Going forward, on any of your virgin ITSM apps or out of the box Remedy
products, its good to NOT modify the existing code directly, but disable
what you want to modify, rename the code with a postfix and SAVE AS, so that
the modified code remains next to the original, so that after any upgrade or
patch, the original is found or detected by the install script, and then you
can decide whether you let the original be as it is and disable the modified
code or disable the original once again and continue using the modified.

Its the best practice on any virgin OTB apps that I have come across.. Easy
to maintain and document, and less painful to migrate, patch or upgrade...

While performing modifications on the form itself by way of adding fields,
STAY CLEAR of the range of field ID's Remedy are likely to use on future
patches or upgrades. I usually use field ID's in the 7, 8 or 9 million
range. DO NOT delete fields (of any kind) you do not want to use. Hide them.

USE the Change History on the form, fields or workflow wherever possible to
document reasons for change and the content of change itself..

Joe D'Souza

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Barber, Dave
Sent: Tuesday, November 06, 2007 9:43 AM
To: arslist@ARSLIST.ORG
Subject: Re: What has been customized.


A third on that as well.

I managed a migration from v4 to v6 apps, and decided eventually to drop
virtually every bespoke change that had been made - just a couple of
essential pieces of data were added to the main helpdesk form, and
keeping the look similar to the standard v6 apps, but putting some of
the fields users were used to seeing in easily accessible locations.  It
was also made a little more "interesting" by the documentation for the
changes prior to my working on the system were somewhat basic, sometimes
verging on non-existent.

Also, when you do finally go through the process of migrating from 6 to
7, document the changes, and follow the various guidelines that are
around for handling the changes as well.

Good luck with the migration.

Regards

Dave
Ps. We're going to be going through an ITSM5 to 7 change at some point
in the not-too-distant future, should be most "interesting".

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow
Sent: 06 November 2007 13:19
To: arslist@ARSLIST.ORG
Subject: Re: What has been customized.

I'll second that - I might go so far as to say skip detailing what the
differences are between the base product in 6 and what you've
customized.  That's really not the problem you are trying to solve.

Instead sit down and really document the business requirements.  Then
match those to the functionality in 7 (which can take a while since ITSM
7 is much more robust than 6 was).  Identify all the areas where
functionality is lacking and customize accordingly.

We are in the process of doing this for a major Federal customer who
previously had customized extensively.  We still have to do some minor
customization to fulfill their needs but by using base product features
we've avoided literally hundreds of minor and several major
customizations.  The only ones we've had to customize for so far are
things like:

-Telephony Integration
-Custom data loads and integrations
-Data Display (ie, need employee ID# in the "Search People" window)
-Several custom data fields - we keep these on a separate tab in the
HPD:HelpDesk form in Incident to make future migration easier.

William Rentfrow
Principal Consultant, StrataCom
[EMAIL PROTECTED]
O 952-432-0227
C 701-306-6157



From: Action Request System discussion list(ARSList) on behalf of
Murtuza B
Sent: Tue 11/6/2007 6:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: What has been customized.


**
Hi Frex,

Rather than looking @ specific workflow and fields that were customized,
I would suggest you look only @ broad functionality.

If you know how an OOTB 6.0 installation works, you can know broadly
what basic functions have been added / customized in your install.
Interact with daily users of the apps.
After that you can chk what is already available on 7.0 & cross them off
the list. The rest can be implemented in the new version if still
required.

It is my opinion that it is generally useless to carry unwanted baggage
from previous releases. Also, since the ITSM workflow in 7.0 is very
different from 6.0, you cannot hope to actually move any workflow
directly to the new version, unless it is an independant application.

HTH.

Murtuza.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Frex Popo
Sent: Tuesday, November 06, 2007 1:29 PM
To: arslist@ARSLIST.ORG
Subject: What has been customized.


**
Hello everyone,

I am planning to upgrade to ITSM 7.0. I have ITSM 6.0 at the moment and
do not know what has been adde

OT-Support Question - Whine - Rant - Ignore me!

[Sanford, Claire]

Does anyone find it as annoying as I do that when you submit a ticket to
Support, you almost always get a request back that asks these questions?

 What Remedy products are you using?  Version and patch
levels?
 What is your system environment, OS, DB, etc,?


When you submit a ticket, you select the server and along with it what
is installed on it.  How hard it is for them to look??  Granted, I
normally think ahead and put it in my ticket.  This time I didn't.
Grrr.

ARS 6.3 Patch 18
HD 6.0
Oracle 10 w/9 libraries
Oracle lives on a remote server
Windows 2003 4 gig on app server and 8 gig on DB server


Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
Phone: 713 448 6035
[EMAIL PROTECTED]

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Re: Crystal report error on Mid-Tier

[Joe D'Souza]

Is {?Pm-IT_PIQ.PIQ_ID} a formula field on the Crystal report or a field on
the Remedy form? If {?Pm-IT_PIQ.PIQ_ID} is a field on the Remedy form, maybe
the report is confusing it for a formula field because of the '?' as a
prefix to its name. Try renaming it, verify the database in Crystal reports,
add the new rpt file and run the report..

I also have a doubt on the way Crystal is interpreting the '/' character in
the field IT_Resource.Associated PIQ/Request. Have you checked use of
underscores? I don't recall offhand if a '/' character should get converted
to an '_' character as when you use underscores so make sure you have that
checked..

Cheers

Joe D'Souza

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Dwayne Martin
Sent: Monday, November 05, 2007 3:40 PM
To: arslist@ARSLIST.ORG
Subject: Crystal report error on Mid-Tier


Hello everyone,

We have a Crystal Report stored in Report form, launched by an active link.

It displays find in the User tool, but on Mid-Tier we get:

--
Error encountered by Crystal PageServer

The error message returned is:
Error in formula . '{IT_Resource.Associated PIQ/Request} =
{?Pm-IT_PIQ.PIQ_ID}' This field name is not known.. File ITPIQ3.rpt. [On
Cache/Page Server: REMEDY.pageserver]
--

I rebuilt the sub-report from scratch, but still get the same error.

Other Crystal Reports display OK on Mid-Tier.

Any ideas?

(Mid-Tier 6.3, ARS 7.1, RH Linux server, Oracle 9.2 db)

Dwayne Martin
James Madison University
No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.5.503 / Virus Database: 269.15.23/1113 - Release Date: 11/6/2007
10:04 AM

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DST problem - can't modify tickets

[Rozanski, Robert]

Hello,

 

We have a strange problem with Remedy AR, every year when we push the
clock back one hour any tickets created within that hour cannot be
updated by users.  There is no problem for the Administrators, or
AR_Escalator or our CA Unicentre interface. When I turn on the logs we
get a ARSetEntry API call failure and error 330 "You do not have write
access to field." pops up in the client, but the field is a public
field.

 

We are using artime.

And our system is: AR 5.1.2, Sybase 12.5 and HP-UX B.11.11

 

Any insight would be greatly appreciated.

 

Rob

 

 



Robert Rozanski

CGI-Integrated Technology Management

2480 Meadowvale Blvd., Suite 100

Mississauga, Ontario L5N 8M6

Tel: 905-858-7100 ext 7552

 


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Re: What has been customized.

[Barber, Dave]

A third on that as well.

I managed a migration from v4 to v6 apps, and decided eventually to drop
virtually every bespoke change that had been made - just a couple of
essential pieces of data were added to the main helpdesk form, and
keeping the look similar to the standard v6 apps, but putting some of
the fields users were used to seeing in easily accessible locations.  It
was also made a little more "interesting" by the documentation for the
changes prior to my working on the system were somewhat basic, sometimes
verging on non-existent.

Also, when you do finally go through the process of migrating from 6 to
7, document the changes, and follow the various guidelines that are
around for handling the changes as well.

Good luck with the migration.

Regards

Dave
Ps. We're going to be going through an ITSM5 to 7 change at some point
in the not-too-distant future, should be most "interesting".

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow
Sent: 06 November 2007 13:19
To: arslist@ARSLIST.ORG
Subject: Re: What has been customized.

I'll second that - I might go so far as to say skip detailing what the
differences are between the base product in 6 and what you've
customized.  That's really not the problem you are trying to solve.
 
Instead sit down and really document the business requirements.  Then
match those to the functionality in 7 (which can take a while since ITSM
7 is much more robust than 6 was).  Identify all the areas where
functionality is lacking and customize accordingly.
 
We are in the process of doing this for a major Federal customer who
previously had customized extensively.  We still have to do some minor
customization to fulfill their needs but by using base product features
we've avoided literally hundreds of minor and several major
customizations.  The only ones we've had to customize for so far are
things like:
 
-Telephony Integration
-Custom data loads and integrations
-Data Display (ie, need employee ID# in the "Search People" window)
-Several custom data fields - we keep these on a separate tab in the
HPD:HelpDesk form in Incident to make future migration easier.
 
William Rentfrow
Principal Consultant, StrataCom
[EMAIL PROTECTED]
O 952-432-0227
C 701-306-6157



From: Action Request System discussion list(ARSList) on behalf of
Murtuza B
Sent: Tue 11/6/2007 6:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: What has been customized.


**
Hi Frex,
 
Rather than looking @ specific workflow and fields that were customized,
I would suggest you look only @ broad functionality.
 
If you know how an OOTB 6.0 installation works, you can know broadly
what basic functions have been added / customized in your install.
Interact with daily users of the apps.
After that you can chk what is already available on 7.0 & cross them off
the list. The rest can be implemented in the new version if still
required.
 
It is my opinion that it is generally useless to carry unwanted baggage
from previous releases. Also, since the ITSM workflow in 7.0 is very
different from 6.0, you cannot hope to actually move any workflow
directly to the new version, unless it is an independant application.
 
HTH.
 
Murtuza.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Frex Popo
Sent: Tuesday, November 06, 2007 1:29 PM
To: arslist@ARSLIST.ORG
Subject: What has been customized.


**
Hello everyone,
 
I am planning to upgrade to ITSM 7.0. I have ITSM 6.0 at the moment and
do not know what has been added, changed or removed (customised) in the
current installation.
 
One way of finding out, I am thinking, is to install ITSM6.0 from
afreash on a seperate machine and use Migrator to run a diff reports
between similar sets of object on both installations.
 
Is this the best way in going about it or is there another easy way?
Anything that you think I should bear in mind etc.
 
Kind Regards
 
Frex.



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Re: What has been customized.

[William Rentfrow]

I'll second that - I might go so far as to say skip detailing what the 
differences are between the base product in 6 and what you've customized.  
That's really not the problem you are trying to solve.
 
Instead sit down and really document the business requirements.  Then match 
those to the functionality in 7 (which can take a while since ITSM 7 is much 
more robust than 6 was).  Identify all the areas where functionality is lacking 
and customize accordingly.
 
We are in the process of doing this for a major Federal customer who previously 
had customized extensively.  We still have to do some minor customization to 
fulfill their needs but by using base product features we've avoided literally 
hundreds of minor and several major customizations.  The only ones we've had to 
customize for so far are things like:
 
-Telephony Integration
-Custom data loads and integrations
-Data Display (ie, need employee ID# in the "Search People" window)
-Several custom data fields - we keep these on a separate tab in the 
HPD:HelpDesk form in Incident to make future migration easier.
 
William Rentfrow
Principal Consultant, StrataCom
[EMAIL PROTECTED]
O 952-432-0227
C 701-306-6157



From: Action Request System discussion list(ARSList) on behalf of Murtuza B
Sent: Tue 11/6/2007 6:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: What has been customized.


** 
Hi Frex,
 
Rather than looking @ specific workflow and fields that were customized, I 
would suggest you look only @ broad functionality.
 
If you know how an OOTB 6.0 installation works, you can know broadly what basic 
functions have been added / customized in your install. Interact with daily 
users of the apps.
After that you can chk what is already available on 7.0 & cross them off the 
list. The rest can be implemented in the new version if still required.
 
It is my opinion that it is generally useless to carry unwanted baggage from 
previous releases. Also, since the ITSM workflow in 7.0 is very different from 
6.0, you cannot hope to actually move any workflow directly to the new version, 
unless it is an independant application.
 
HTH.
 
Murtuza.



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Frex Popo
Sent: Tuesday, November 06, 2007 1:29 PM
To: arslist@ARSLIST.ORG
Subject: What has been customized.


** 
Hello everyone,
 
I am planning to upgrade to ITSM 7.0. I have ITSM 6.0 at the moment and do not 
know what has been added, changed or removed (customised) in the current 
installation.
 
One way of finding out, I am thinking, is to install ITSM6.0 from afreash on a 
seperate machine and use Migrator to run a diff reports between similar sets of 
object on both installations.
 
Is this the best way in going about it or is there another easy way? Anything 
that you think I should bear in mind etc.
 
Kind Regards
 
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___ 

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Re: What has been customized.

[Murtuza B]

Hi Frex,
 
Rather than looking @ specific workflow and fields that were customized,
I would suggest you look only @ broad functionality.
 
If you know how an OOTB 6.0 installation works, you can know broadly
what basic functions have been added / customized in your install.
Interact with daily users of the apps.
After that you can chk what is already available on 7.0 & cross them off
the list. The rest can be implemented in the new version if still
required.
 
It is my opinion that it is generally useless to carry unwanted baggage
from previous releases. Also, since the ITSM workflow in 7.0 is very
different from 6.0, you cannot hope to actually move any workflow
directly to the new version, unless it is an independant application.
 
HTH.
 
Murtuza.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Frex Popo
Sent: Tuesday, November 06, 2007 1:29 PM
To: arslist@ARSLIST.ORG
Subject: What has been customized.


** 
Hello everyone,
 
I am planning to upgrade to ITSM 7.0. I have ITSM 6.0 at the moment and
do not know what has been added, changed or removed (customised) in the
current installation.
 
One way of finding out, I am thinking, is to install ITSM6.0 from
afreash on a seperate machine and use Migrator to run a diff reports
between similar sets of object on both installations.
 
Is this the best way in going about it or is there another easy way?
Anything that you think I should bear in mind etc.
 
Kind Regards
 
Frex.



Ne gardez plus qu'une seule adresse mail ! Copiez vos mails
  vers Yahoo! Mail
__20060125___This posting was submitted with HTML in
it___

___
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Re: What has been customized.

[CONDREA, Daniel]

Hi Frex,
 
In my opinion you should resume to Release notes. I do not now how ITSM
looks, but I sure that Migrator is not an option to find out what it new
in an application.
 
Dan



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Frex Popo
Sent: Tuesday, November 06, 2007 2:29 PM
To: arslist@ARSLIST.ORG
Subject: What has been customized.


** 
Hello everyone,
 
I am planning to upgrade to ITSM 7.0. I have ITSM 6.0 at the moment and
do not know what has been added, changed or removed (customised) in the
current installation.
 
One way of finding out, I am thinking, is to install ITSM6.0 from
afreash on a seperate machine and use Migrator to run a diff reports
between similar sets of object on both installations.
 
Is this the best way in going about it or is there another easy way?
Anything that you think I should bear in mind etc.
 
Kind Regards
 
Frex.



Ne gardez plus qu'une seule adresse mail ! Copiez vos mails
  vers Yahoo! Mail
__20060125___This posting was submitted with HTML in
it___

___
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What has been customized.

[Frex Popo]

Hello everyone,
   
  I am planning to upgrade to ITSM 7.0. I have ITSM 6.0 at the moment and do 
not know what has been added, changed or removed (customised) in the current 
installation.
   
  One way of finding out, I am thinking, is to install ITSM6.0 from afreash on 
a seperate machine and use Migrator to run a diff reports between similar sets 
of object on both installations.
   
  Is this the best way in going about it or is there another easy way? Anything 
that you think I should bear in mind etc.
   
  Kind Regards
   
  Frex.

 
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Fran Kautzer/Corp/Walgreens is out of the office.

[Fran Kautzer]

I will be out of the office starting  10/11/2007 and will not return until
12/04/2007.

I will be out of the office until Monday October 29th due to illness. If
you need assistance, please contact Ross Talbot  847-788-4463.

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